Laundry Manager

GENERAL ROLE

A Laundry Manager is responsible for overseeing the daily operations of a laundry facility, ensuring efficient processing of laundry services while maintaining high standards of cleanliness, hygiene, and customer satisfaction.

This role often includes managing staff, equipment, inventory, and ensuring compliance with health and safety regulations.

KEY RESPONSIBILITIES

Please note that the responsibilities outlined below are not exhaustive.

Miraval The Red Sea colleagues continuously innovate in caring for the needs of the business, their guests, and their colleagues.

As Laundry Manager, you will need to

Strategy and Planning
Operational Strategy
Develop Standard Operating Procedures (SOPs): Create detailed SOPs for washing, drying, folding, pressing, sorting, and delivery processes to ensure consistency and efficiency.
Optimize Workflow Layout: Design the layout of the laundry area to minimize movement and improve productivity.
Daily & Weekly Plans: Prepare daily schedules for staff, equipment use, and task allocation based on laundry load forecasts.
Workforce Planning
Staffing Forecasts: Plan staffing levels based on seasonal demand or expected laundry volume (e.g., hotel peak seasons, hospital admission trends).
Training & Development: Schedule regular training for staff on machine operation, safety, and customer service.
Succession Planning: Identify and prepare team leads or supervisors for future management roles.
Resource & Inventory Planning
Linen & Uniform Lifecycle Management: Track inventory levels and linen condition to plan timely replacements.
Supplies Procurement: Forecast usage of detergents, chemicals, and other consumables to maintain consistent stock levels.
Preventive Maintenance Schedule: Plan and enforce a regular maintenance schedule for all equipment to reduce downtime.
Financial Planning
Budget Development: Prepare annual or quarterly budgets covering labor, utilities, supplies, maintenance, and capital expenses.
Cost Control Strategy: Identify areas to reduce waste, optimize energy and water usage, and improve productivity.
Revenue Forecasting (if applicable): Achieved the forecast budget from the laundry services, plan pricing strategies and revenue targets.
Technology & Innovation
Automation Planning: Evaluate opportunities to introduce automated systems or software for tracking loads, billing, or inventory.
Sustainability Initiatives: Develop plans to reduce water, energy, and chemical usage, aligned with environmental goals.
Risk Management & Compliance
Emergency Preparedness: Develop contingency plans for equipment breakdowns or supply shortages.
Regulatory Compliance: Plan for regular audits and compliance checks with health, safety, and environmental standards.
Performance Monitoring & Improvement
KPIs and Metrics: Set key performance indicators like turnaround time, reject rates, staff productivity, etc.
Continuous Improvement: Plan regular reviews and strategy sessions to identify inefficiencies and implement improvements.

Guest Satisfaction

Quality of Service
Spotless Results: Ensure all laundered items (linens, towels, uniforms, personal guest items) are spotless, odor-free, and well-pressed.
Attention to Detail: Remove stains properly, avoid fabric damage, and handle special care instructions (delicate, dry-clean-only) precisely.
Consistent Quality Control: Implement regular inspections and quality checks before delivery.
Timeliness and Reliability
On-Time Delivery: Ensure laundry is returned within promised timeframes, whether same-day, overnight, or scheduled deliveries.
Rush Requests: Have a system in place to prioritize urgent guest laundry requests.
Clear Communication
Laundry Instructions: Provide clear guidelines and options (e.g., express service, delicate care) for guests using in-room laundry services.
Pricing Transparency: Ensure pricing is transparent and visible to avoid guest disputes.
Guest Preferences: Maintain records of frequent guests’ laundry preferences (e.g., starch level, folding method).
Staff Behavior & Service Attitude
Professionalism: Train staff to be courteous, discreet, and respectful when handling guest items.
Complaint Handling: Empower staff to handle issues quickly and professionally, escalating to management when needed.
Hygiene and Safety
Sanitization Standards: Ensure items are cleaned using appropriate hygiene standards, especially for hospital or high-end hotel guests.
Handling of Personal Items: Take extra care with guests’ personal garments — any loss or damage can severely impact satisfaction.
________________________________________

How to Measure Guest Satisfaction

Guest Feedback Forms / Surveys: Include laundry service questions in overall guest satisfaction surveys.
Direct Compliments / Complaints: Track all comments and complaints related to laundry services.
Service Recovery Rates: Monitor how effectively your team resolves issues when guests are dissatisfied.
Repeat Requests / Usage Rate: High usage of in-house laundry services may reflect trust and satisfaction.
________________________________________

Strategies to Improve Guest Satisfaction

Create a laundry guest satisfaction checklist for quality assurance.
Offer express or premium laundry services with added value.
Implement a "first-wear guarantee": if the guest is not satisfied, reprocess the item immediately.
Introduce a tracking system for personal items to prevent losses.
Conduct monthly review meetings with front office/guest services to align on guest feedback and areas for improvement.
Qualifications

Experience

Minimum 3 years of Laundry Manager role.
Experience in a hotel and resort preferred both.

Skills

Strong leadership and interpersonal skills.
Good communication in English (additional languages are a plus).
Knowledge all the laundry systems and property management software.
Attention to detail, organizational and time-management skills.
________________________________________

PHYSICAL DEMANDS (IF ANY)

Requires extended periods of walking, standing, bending, and stair climbing throughout the shift.
Ability to lift or carry items up to 25 kg as needed.
Flexibility to work varied shifts, including weekends, holidays, and evenings.

WORK ENVIRONMENT

Primarily indoors in a hotel/resort environment.
May involve working in guest area, corridors, laundry areas, and outdoor spaces (e.g., balconies).
Shift work, including weekends, holidays, and possible all the shifts.
Fast-paced and physically active environment with a focus on mindfulness, attention to detail, and environmental sustainability.