Job Title: Customer Service Representative
Job Department: Dry Cleaner
Job Pay Rate: $15.50 / hour
Job Summary:
As a "Dry Cleaner" Customer Service Representative, you will act as the primary liaison between luxury hotel/resort guests, VIP clients, and the in-house or contracted dry cleaning and laundry operations. You will manage guest garment care requests with white-glove precision, ensuring that designer, delicate, and everyday wear is cataloged, inspected, processed, and returned to the guest ahead of schedule while upholding Forbes Five-Star hospitality standards. Learn more about Broadmoor here.
Essential Duties and Responsibilities include following. Other duties may be assigned:
Greet guests and respond to telephone calls, emails, and in-person inquiries regarding laundry, dry cleaning, pressing, alterations, and minor garment repairs with professionalism, discretion, and Forbes Five-Star hospitality standards.
Collect laundry bags and garments from guest rooms, service areas, or designated drop-off locations, ensuring prompt and accurate processing.
Verify garment counts, fabric types, care labels, and guest preferences, including special handling instructions such as handwashing, starch requirements, eco-friendly cleaning methods, and treatment for delicate fabrics.
Thoroughly inspect all garments for pre-existing damage, missing buttons, loose hems, loose threads, discoloration, stains, or other conditions prior to processing.
Accurately document garment conditions, service specifications, and special care requirements on guest records, receipts, and departmental tracking systems.
Communicate pre-treatment needs, stain-removal requirements, and specialty garment instructions to laundry and dry-cleaning production personnel.
Enter service orders, guest preferences, requests, billing charges, and delivery information into the property management system (PMS), point-of-sale (POS), or other departmental software with a high degree of accuracy.
Prepare and attach secure, non-damaging identification tags to garments and verify associated documentation to maintain chain-of-custody and order accuracy.
Coordinate standard, express, and same-day cleaning services to ensure all guest deadlines and operational turnaround times are met.
Collaborate with laundry attendants, dry-cleaning technicians, valets, housekeeping personnel, and other departments to ensure seamless service delivery.
Review completed orders for quality, cleanliness, pressing standards, stain removal effectiveness, and overall presentation before guest delivery.
Ensure garments are professionally pressed, packaged, wrapped, and presented according to luxury hospitality standards.
Arrange timely delivery of completed garments to guest rooms, residences, suites, or designated pickup locations, ensuring accuracy and discretion at all times.
Prepare VIP and special-arrival garment requests, ensuring all items are completed ahead of schedule and presented in pristine condition.
Address guest concerns, garment-care questions, service delays, and complaints promptly, utilizing sound judgment and service recovery techniques to achieve positive resolutions.
Resolve billing discrepancies, missing-item concerns, and service issues promptly while maintaining guest satisfaction and protecting company interests.
Maintain detailed records of garment tracking, delivery confirmations, guest requests, and service histories.
Safeguard guest belongings and maintain strict confidentiality regarding guest identities, room numbers, personal information, and wardrobe contents.
Adhere to departmental policies, quality standards, safety procedures, and handling requirements for luxury garments, designer apparel, and specialty fabrics.
Maintain a clean, organized, professional work environment that reflects the standards of a luxury resort operation.
Perform other duties as assigned to support departmental operations and exceptional guest experiences.
Ensure complete compliance with…