Why outsourcing is the dependable option for independent hotels. A white paper from Berendsen

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1 Why outsourcing is the dependable option for independent hotels A white paper from Berendsen

2 The UK s pipeline of hotels in development is strong and occupancy rates are forecast to increase. As the UK continues to be both a holiday destination of choice and a global centre for business, the requirement for hotel rooms continues to grow. The UK s pipeline of hotels in development is strong and occupancy rates are forecast to increase. Regardless of whether this leads to a further expansion of the large chains that dominate Britain s hospitality landscape or the opening of more independent or boutique hotels, visitors will expect good quality, clean sheets and towels to be provided for the duration of their stay. After all, it s this standard of excellence that can drive occupancy rates by making your business stand out from the crowd. The true worth of laundered hotel linen In terms of where your linen supply comes from and how it s laundered, you have two main choices; operating a facility on site or outsourcing to a specialist to supply, sort, clean and return all laundered goods. While a senior procurement or operations director is likely to have made this decision on behalf of larger hotels and chains, if you re not part of a hotel group, you will face the task of having to investigate laundry service options for yourself. For any independent hotel, getting the key details right, such as ensuring a ready supply of the correct type of clean towels, is crucial to success. Up against larger competitors that have bigger marketing 01

3 budgets, the need to establish and maintain a positive reputation is vital. Unfortunately it s also fragile, as hotel reputations can be made or broken with just one good or bad online review. Rather than face a backlash via social media caused by something as innocuous as the lack of a fluffy bath towel or a make-up stain on a pillowcase, any independent hotel would be wise to consider the benefits that outsourcing your laundry service could bring....berendsen has used decades of experience and customer feedback to develop a portfolio of linen and textile products. The right linen range for every hotel With many businesses offering the option of renting linen supplies, Berendsen has used decades of experience and customer feedback to develop a portfolio of linen and textile products. These are streamlined and categorised in a simple way, so each hotel can select products to suit their budget and customer profile. Whether this is a seaside bed and breakfast catering for holidaymakers who require the Classic or Premium Collection or a country manor with upmarket leisure customers that may feel the Superior Collection and Spa Treatment Packages are more appropriate, there is a choice of linen products that includes different towel weights, linen types and duvet designs. Counting the cost The first element of the insourcing/outsourcing decision centres on cost. Clearly, installing and running a laundry in-house involves significant expense. The obvious costs are the procurement or lease of the equipment, the ongoing purchase of linen and the manpower required to run it, including all the necessary employee taxes and benefits. Less obvious expenses are electricity and water. In addition, there is the possibility of an increased insurance premium due to a laundry s fire risk, as well the management time specifically required to manage the onsite laundry facility and its workforce. The amount of linen required will surprise you. Consider this: how many lay-ups of your entire hotel will you buy? As an absolute minimum, you ll need one to be on the beds, one ready for the rooms to be changed and one in the wash - with no room for delay, breakdown or error. Of course, you ll then need to replace worn items and bear in mind that a hotel s usage will accelerate the normal wear and tear lifecycle of any textile product. Finally, you ll need to replace things which go missing ; not only the obvious bathrobes and towels but also, for example, pillowcases, seen by many guests as a useful holiday laundry bag or a convenient way to keep shoes separate in a suitcase. 02

4 What are the trade-offs? Beyond the cost calculations, hotel management must also consider the trade-offs that running an onsite laundry implies. Can the space be used instead for revenue-raising facilities or to enhance the guest experience? If money wasn t spent on the laundry, what could it be spent on to make the hotel more attractive to customers, such as leisure equipment? Is an in-house laundry more environmentally friendly than outsourcing, or is it less efficient than an external, commercial laundry which has the scale to make carbon-saving investments viable? And what value does an in-house laundry really add from a guest perspective? The management time in running an in-house laundry shouldn t be underestimated. You ll need to oversee staff, organise contracts with equipment and servicing suppliers and make sure that your housekeeping team can get clean linen to where it s needed at the right time. Quality and reliability In the event that an in-house laundry fails, due to a water main being damaged, a power cut or equipment failure for example, then in high season in particular, external help will be difficult to find and is likely to be expensive at short notice. Here, the risk is greater for an independent hotel than for a group hotel with multiple sites or suppliers. Outsourcing the laundry to a company with multiple processing sites, such as Berendsen, means that your service can continue. Even if one of these sites suffers an interruption, being part of a network of sites means that it will be backed up by another facility. Finally, there s the quality question - can your in-house laundry produce linen, including table linen, which is finished and ironed to the standards that your guests will expect? And do you have the time to invest in ensuring this high level of quality, for each and every linen item?...it s evident that removing this service from the premises is a sensible move for the independent hotelier. 03

5 Letting the experts deal with your dirty laundry Working with a dependable outsourced laundry service provider ensures that day-to-day worries over reliability and quality aren t shouldered by busy hotel owners and operators. Outsourcing is simple to set-up: a set service price is agreed, service and quality levels are determined and the service commences. Costs vary with occupancy rather than being fixed and are predictable and simple to budget for. Purchase and management of the linen stock is handled by your service provider and most of the ongoing management can often be undertaken online, using services such as Berendsen Connect. Weighing up the advantages of outsourcing laundry by considering cost, convenience and common sense, it s evident that removing this service from the premises is a sensible move for the independent hotelier. By placing both linen and trust in the hands of an experienced supplier, this allows the hotel management team to concentrate on other essential aspects of customer service that will ensure both your establishment and its reputation thrives. 10 reasons why you should consider outsourcing your laundry: Hire your linen instead of using capital to buy it No need to pay for and maintain onsite washing machines, dryers and ironers No need to employ laundry operatives or spend management time Predictable, simple-to-budget cost Business continuity assured through a supplier with multiple sites Onsite space freed up for added-value services, e.g. meeting rooms or gym Huge choice and range of items Quality of finish Online ordering Berendsen has been awarded Carbon Trust Standard Certificate and Carbon Trust Water Certificate solid proof that our environmental awareness reduces your own environmental impact. 04

6 Want to find out how Berendsen can help you? For more information, please contact us: Call free on