The document provides details about a field visit to the laundry department of Soaltee Crowne Plaza hotel. It describes the hotel facilities including restaurants and rooms. It then discusses the objectives and process of the housekeeping and laundry departments. The laundry process involves collecting soiled linen, sorting, washing with chemicals, drying, folding, storing and distributing clean linen. Various equipment are used at different stages of the laundry process to clean the large volumes of linen for the hotel.

1. Table of Contents
DECLARATION........................................................................................................................2
ACKNOWLEDGEMENT..........................................................................................................3
OBJECTIVES ............................................................................................................................4
Soaltee Crowne Plaza Field Visit ................................................................................................5
1. Introduction to Soaltee Crowne Plaza .................................................................................6
I. Hotel Restaurants .............................................................................................................. 6
a) Al Fresco....................................................................................................................... 6
b) Kakori ........................................................................................................................... 7
c) China Garden................................................................................................................. 8
d) Garden Terrace - All Day Dining...................................................................................... 8
II. Facilities and Services ........................................................................................................9
III. Rooms and Suites..........................................................................................................9
2. Introduction to Housekeeping Department........................................................................10
I. LAUNDRY........................................................................................................................ 10
a. Types of Laundry.......................................................................................................... 11
b. Laundry Process Cycle.................................................................................................. 11
Guest Laundry Slip Form .............................................................................................. 16
c. Laundry Equipment...................................................................................................... 17
 Steam Iron................................................................................................................... 17
 Calendar...................................................................................................................... 18
CONCLUSION.........................................................................................................................18
Recommendation......................................................................................................................18
Limitations ...............................................................................................................................18

2. 2
DECLARATION
I hereby declare that the work presented in this report is genuine and done by my own knowledge and
understanding on the field trip to the designated place. All sources of information have been
specifically acknowledged by reference to the author(s).

3. 3
ACKNOWLEDGEMENT
As this report is based on our practical of Housekeeping laundry for a one day in Soaltee Crowne
Plaza, Tahachal, Kathmandu, Nepal.
First of all I would like to place my profound gratitude and deep regards to my mentor Mr. Narayan
Prasad Pandey and Mr. Abhishekh Poudel sir for guiding and helping out on this project and to whole
hearted thanks to Soaltee Crowne Plaza hotels and Resort and their staffs for their warm support
throughout the day.
As well as I would like to thanks my college Mid-Valley International College Gyaneshwor,
Kathmandu, Nepal for guidance in selecting this legendary hotel for our practical.
Sincerely
Ashish Gurung

4. 4
OBJECTIVES
Main objective of this research are as follows:
1. Retrieve Information about hotel
2. Know about the various outlets
3. Type of room that are for guest
4. Finding out the duties and responsibilities of Housekeeping department and its sub -
department LAUNDRY
5. Find out methods of cleaning laundry and it process
6. Various chemical uses for laundry process
7. Equipment used for cleaning linen and uniforms
8. Valet Service

5. 5
Soaltee Crowne Plaza Field Visit
Special focus on the process of Laundry Department
March 10th
, 2015
We the students of Batch 4th
from Mid-Valley International College of Hospitality Management
(Hons) visited to Soaltee Crowne Plaza, Tahachal, Kathmandu, Nepal. A renowned five star category
hotel located at the hustle bustle area of Kathmandu. A downtown hotel, mostly famous for its
landmarks and peacefulsurroundings.
The main aim of our visit was to perceive as more as information regarding the Housekeeping
Department and its sub-department Laundry of the hotel. From the observation we found out that the
hotel own On-Premises Laundry (OPL) for the cleaning of linen and uniforms of hotel, staff and
guest. There structure was medium sized so there was very little space as we had read on general
about the time and space in a Housekeeping Department. However the workflow of the department
was strict and up to the standard though the environment observed seemed messy. The department
offers services to the guest such as:
 Daily Housekeeping
 Weekly Housekeeping
 Dry Cleaning Pickup/Laundry
 Same day dry cleaning
This department works according to HACCP principles. The sub-department is structured to set heavy
equipment for the cleaning, and the process is run according to a specific layout and consists its
specific organization chart. Staffs works under different shifts to give 24/7 service to the guest.

6. 6
1. Introductionto Soaltee Crowne Plaza
Soaltee Crowne Plaza Kathmandu Nepalis a legendary five star deluxe category hotel
situated in the centre of Kathmandu city with the experience of natural beauty of Nepal. The
hotel is surrounded with manicured lawn spreading over 11 acre of space with views of the
mountain ranges. The hotel offers atmosphere for both business and leisure travellers.
Over the history it has been gaining good reviews for it luxurious service and hospitality as
well one of the premier venue for business conference in South Asia.
I. Hotel Restaurants
The hotel provides the fine dining facility to their guest upon request. There is located three
specialty restaurant offering variety of cuisines; Alfresco Serving Italian & Mediterranean
cuisines, Oriental cuisines & Kakori serving North West Indian frontier cuisines ranging from
Punjabi, Kashmiri, Awadhi & Rajasthani and China Garden serving Chinese.
a) Al Fresco
Figure 1: Al Fresco "Fine dining service" Figure 2: Al Fresco "Fine dining service"
 Location: On the Regal Suite complex near swimming pool
 Serves: Dinner, Dessert
 Hours: 7:00 PM-10:45 PM

7. 7
Al fresco Italian restaurant offers you a great dining experience with wide range of Italian
cuisines combined with its regional cuisines such as Sardinia, Tuscany, Emilia, Sicily, Veneto
and Lombardy amid an intriguing atmosphere augmented by a well-stocked bar. The
restaurant is located on the regal suite complex by the swimming pool boasting open pizza
kitchen and different smoking and non-smoking sections offering private dining experience.
b) Kakori
Figure 3: Kakori
 Location: On the Regal Suite complex near swimming pool
 Serves: Dinner, Dessert
 Hours: 7:00 PM-10:45 PM
Discover the unique experience in gourmet eating at our North Indian Restaurant 'Kakori',
offering different exquisite cuisines ranging from Punjabi, Kashmiri, Awadhi and Rajasthani
along with famous Nepali delicacies. This authentic Indian restaurant boasts show kitchen
where live tandoor cooking can be observed and different smoking and non-smoking sections.
The restaurant is located on the regal suite complex and by the swimming pool offering
private dining experience.

8. 8
c) ChinaGarden
Figure 4: Entrance of China Garden Figure 5: Wine Shelves
 Location: Lobby Level
 Serves: Lunch, Dinner, Dessert
 Hours: 12:30 PM-2:45 PM
7:00 PM-10:45 PM
China Garden, our Chinese Speciality Restaurant at the lobby level serves Chinese delicacies
boasts of splendid orchestration of more than 300 delicious recipes along with interesting
options of Thai, Korean and Oriental. A wine cellar to choose your choicest wine from,
privacy offered by two private dining rooms, warm hospitality of our courteous staff and their
unobtrusive service all combined together create an unique dining experience for you.
d) GardenTerrace -All DayDining
Figure 6: Garden Terrace Figure 7: Inside Garden Terrace

9. 9
 Location: Lobby Level
 Serves: Breakfast,Brunch, Lunch, Dinner, Dessert
 Hours: 6:30 AM-10:45 PM
Garden Terrace,'Our All Day Dining Restaurant' at the lobby level, is open for breakfast,
lunch and dinner. It offers wide selection of Indian, Continental, Oriental and Italian food
options. You can relish delicacies from our lavish buffet spread or order A la Carte options
from our elaborate menu. The restaurant features 234 seats,bar area,desert counter, live show
kitchen, a private dining room and open sundeck area overlooking the picturesque landscape,
creates a memorable ambience.
II. Facilities and Services
With its warm and hospitable environment the wide surrounding of the hotel offer many other
facilities and services for guest desire and relaxation. Some of them are as follows:
 Health Club
 Swimming Pool
 Casino
 Shopping arcade
 Bowling alley
III.Rooms and Suites
Figure 8: Room Corridor Figure 9: Room Figure 10: Executive Room
Soaltee Crowne Plaza the five star category hotel located in the hustle bustle city offers
Superior, Deluxe, Crowne plaza club rooms, Executive suites and regal suites rooms on
demand. The guest can reserve before their arrival. Non-smoking room are also available. All
the category room have the similar features:

10. 10
 Central air conditioning
 Attached bathrooms
 Colour television with satellite
 International direct dial telephones
 Internet and e-mail access capability
 Temperature control
 Tea / coffee making machine
 Minibar
 Hairdryers
 Check-in 1:00 pm
 Check-out 12:00 noon
2. Introductionto Housekeeping Department
This department is responsible in maintaining the rooms standard and ensuring the clean,
hygiene, safety and comfortable of the hotel.
The Executive Housekeeper’s duties included providing the leadership of the colleagues,
controlling the use of the equipment and suppliers, ensuring the quality standard, maintaining
the communication between housekeeping department and others and providing training to
the staff.
In the housekeeping department, the room attendant is very important. They make a large
contribution to the hotel. Their duties are cleanliness the guest room (make up room),
maintained the equipment in the good working condition and reported the loss of the linen
equipment.
I. LAUNDRY
Laundry is the other department under the housekeeping department. The Laundry manager
needs to report to the Executive Housekeeper. The laundry department need to manage the
linen supply. The linen supply include the towels such as face towel, hand towel and bath
mat, bed linen pillow case and bed sheet,bathrobe and F&B linen such as table cloth, place
mat and napkins. The laundry department also provide guest laundry service, normally
included wet cleaning, dry cleaning and pressing. It is responsible in taking good care of the
staff uniform and has good inventory control.

11. 11
a. TypesofLaundry
 Commercial Laundry
 On-Premises Laundry(OPL)
In our visit to Soaltee Crowne Plaza, We witnessed the In-house laundry (OPL) functioning in
the hotel.
Figure 11: Ideal Layout of Laundry
b. LaundryProcessCycle
All the linen that are used in hotel has to go through laundry process cycle in a hotel industry as
per the Standard Operating Procedure (SOP). Work in this operation requires many staffs on each
process. The department has the basic cycle of operation with the below steps:
1. Collecting Soiled Linen
All the soiled linen used by the hotel and the produced
from the guest room are collected by the room maid or
room attendants are collected in a linen trolley.

12. 12
2. Transport Soiled Linen to Laundry department
The soiled linen are transported to the laundry
department for further cleaning process. In some
modern hotels the laundry chute are constructed for
easy transport of soiled linen to laundry department.
3. Sorting of Linen and Uniform
The laundry sorting area of the hotel should be large enough to buffer one day
worth of laundry and these sorting of laundry should not cause interfere with
other laundry activities.
Linen and uniforms are sorted according to their stains, size, type, colour etc.
Step.1 Step.2 Step.3
4. Washing
After the linens and uniforms are sorted properly the laundry staffs collects the
batches of laundry and load them to the washers. It is also a good process to always
weigh the laundry items before loading them to the washers, this will ensure that the
washers are not overloaded and help to run them in the optimum operation condition.
If required the soiled linens are treated to remove stains before the washing process.
To reduce operational cost nowadays hotels uses chemicals (bleaches, detergents,
softeners etc.) while washing process to remove stains instead of treating laundry
items separately before washing. In this process the linen goes through the wash cycle
which will help the linen last longer and shine as it was just brought from market.

13. 13
Figure 12: Water Cycle Process
Various types of chemicals are used for cleaning linen and uniforms for particular
stain and dirt. So, laundry department requires huge quantity of chemical for cleaning
process. Some of the most common used chemicals in hotel industry are as follows:
 Water
 Detergents
 Fabric Brighteners
 Bleaches
 Alkalis
 Anti-colours
 Mildew ides
 Sours
 Fabric softener
FLUSH
BREAK
SUDS
INTERMEDIATE
RINSE
BLEACHRINSE
INTERMEDIATE
EXTRACTION
SOFTENER
FINAL
EXTRACTION

14. 14
SR.
NO.
STAGE WATER
LEVEL
TEMPERATURE TIME
1 FLUSH High Medium 1½-3 min
2 Breaks Low Medium 4-5 min
3 Suds Low High 3-8 min
4 Intermediate-Rinse Less Less 1-2 min
5 Bleach Less High 5-7 min
6 Rinse High Medium 2-8 min
7 Intermediate-
Extraction
Less Medium 5 min
8 Softener/Sizing Less Medium 2-8 min
9 Final Extraction - - 8 min
Figure 13: Water Cycle Table
5. Drying
After the washing cycle is completed the washed items are unloaded from the
washing machine then collected on trolley and dried on the dryer. The drying times
and temperature vary considerable according to the type of linen / cloths.
Also always the drying should be followed by a gradual cool down process to prevent
the hot linens from being damaged or wrinkled by rapid cooling and healing process.
Step.1 Step.2 Step.3
6. Folding of Linen and Uniforms
Even though a lot of folding of linens is now automated, the
hotels still do a lot of folding by hand. While folding the
linens the laundry attendants should also look for any damages
occurred to them while the laundry process. There are some
few folding. The folded items are then stored and stacked
properly according to batches. The finished laundry items
should latest rest for 24hrs as this will increase their life.

15. 15
7. Storing
This can also be called as post sorting and the clean linen
are stacked with its type and sizes then stored in the shelves
and taken out upon the request or on daily schedule under
the Standard Operating Procedure (SOP) of hotel.
8. Distribution
On the next day or next schedule the linens are distributed to each floor pantry to
maintain the par stock level.
The above mentioned operations are on the daily base of hotel as per the Standard Operating
Procedure (SOP). But the laundry also provides the services to the guest upon the request,
where the guest clothes are taken and returned back to them. It is a chargeable service. The
service is termed as Valet Service.
Guest
Valet/GRA
Marking/tagging
Laundry list
Examining & sorting Tailor
Wet cleaning Dry-cleaning Pressing
Sorting according to room numbers
Pressing
Valet/GRA
Guest
Bill sent to front office
Figure 14: Valet Service Process

16. 16
Guest Laundry Slip Form

17. 17
c. LaundryEquipment
Soaltee Crowne Plaza hotel is a five star category and has an occupancy in a high number and
large quantity of soiled linen are generated from the hotel and brought down to housekeeping
department and there the laundry department plays a vital role in cleaning and maintaining the
quality of the linen and uniforms under the Standard Operating Procedure (SOP) of hotel.
A huge pile of laundry are collected on the exchange counter and that has to segregated or
sorted out for the cleaning process and for that large equipment are required to do the work.
Some of the machines that are used in it are as follows:
 WashingMachines
This machine can take the load of 90 kg. The programming
should be done by laundry staff. The entire chemicals
required for particular linen and uniforms are put on by the
system. These machines were at the right corner of the room
and that space was used for washing only.
 Dry CleaningMachine
This machine was operating when we observed, it ran in
silent, no noise were coming and the “FLAT CHLORO”
chemical is used to clean the linen and uniforms.
 SteamIron
This equipment is used to steam press the uniforms of
staff as well as guest. It dries up the linen quicker and makes
the linen firm.

18. 18
 Calendar Machine
This is the very most important machine in
laundry as it helps the staff to save a lot of time.
The machine dries up the bed sheets and big size
linen quicker but there’s a need of help from the
laundry staffs as well.
CONCLUSION
Getting a chance to visit the legendary hotel of Nepal was a wonderful experience for me, as I gained
so much knowledge. Every minute counts on learning every part in the field visit. It was a whole new
experience in learning the process of laundry of this five star hotel industry. The process from
collection, segregation, washing, drying and to finishing, we got more visualised knowledge.
However some part we learned theoretically wasn’t same to what we saw out there but still knowing
that the Standard Operating Procedure (SOP) of every hotel is different.
Lastly I like to say we sure had fun in learning and we too learned it with fun.
Recommendation
 The laundry area can be expanded for the smooth operation.
 The machines seemed to be a decade old and I believe it can be upgraded to new technology.
Limitations
 Our visit was limited in time for to get as much detail on our main objectives from housekeeping
i.e. laundry.
 Due to time limitations the visit was incomplete and we couldn’t gather much information.