Laundry Failure and 42-Room Turnaround
A 42-room lodge has 18 check-outs, 14 stayovers, and 12 arrivals due by 14:00. Two room attendants are on duty from 08:00 to 14:00; one is a new hire. The laundry boiler has failed, so only 24 of the normal 40 room sets of clean linen are available. Thirty rooms need a full linen change. The front office has promised two early check-ins at 11:00 to repeat guests and one room near reception for a guest with mobility needs. Check-out rooms take 45 minutes each and stayovers 20 minutes. The supervisor can clean for up to two hours but must also inspect rooms. The lodge has no spare linen and the laundry repair will not be finished before 16:00.
1. Calculate the labour minutes needed and available, then list the order in which rooms should be cleaned to meet the 11:00 and 14:00 commitments.
Read the worked answer
Labour needed:
- Check-outs: 18 × 45 = 810 minutes.
- Stayovers: 14 × 20 = 280 minutes.
- Total = 1,090 minutes (18 hours 10 minutes). Labour available:
- Two attendants × 6 hours = 720 minutes.
- Supervisor up to 2 hours = 120 minutes.
- Total = 840 minutes. Shortfall = 250 minutes, about 4 hours 10 minutes. The team cannot complete all rooms by 14:00, so triage is required. Cleaning order:
- The two early check-in rooms by 10:30, then inspect.
- The mobility room near reception by 11:00, then inspect.
- Check-out rooms needed for the 12 arrivals, grouped by floor to save travel time.
- Remaining check-outs that are not needed for arrivals.
- Stayovers last, with only a quick towel, bin and bed tidy if time runs out. Tell the front office by 09:30 which six rooms cannot be released by 14:00, so they can manage arrivals honestly.
2. Allocate the 24 clean linen sets among the 30 rooms needing full change. State who gets linen and who does not, and what you tell the front office.
Read the worked answer
Allocation:
- 3 sets to the priority rooms: two early check-ins and the mobility room.
- 12 sets to the arrival rooms that must be ready by 14:00.
- 9 sets to the remaining check-out rooms that can be released first. This uses all 24 sets. The 6 rooms without linen are stayovers or late check-outs; they receive a towel and amenity refresh, bed tidy and a note, not a full linen change. Do not strip a bed until a replacement set is in hand. Front office message: 'Laundry boiler failure means only 24 room sets are clean. We can guarantee the two 11:00 rooms, the mobility room and 12 arrivals by 14:00. Six rooms will be delayed or refreshed only; please offer those guests a drink and a new time.' Record the room numbers and linen sets used.
3. Draft a short message to the guest whose room is delayed and explain how you would record the incident.
Read the worked answer
Message: 'I am sorry your room is not ready at the promised time. Our laundry equipment failed, and we are prioritising clean linen for arrivals. Your room will be ready by [time]. Please leave your luggage with reception and accept a complimentary drink while you wait. I will personally update you at [time].' Record: date, room number, original promise time, new time, cause, linen set used, staff member, guest name, and any compensation offered. Keep a separate linen count sheet showing 24 sets received and where each went. At the end of the shift, review the shortfall with housekeeping and front office so the same rooms are not over-promised again.