Assistant Laundry Manager

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur, Malaysia, seeks an experienced Laundry Operations Manager to lead a 24-hour laundry and linen operation. You will coordinate outsourced services, supervise the Laundry Team, and maintain quality across guest and staff linen, uniforms, and materials.

You will drive cost efficiency, manage budgets, and collaborate with Housekeeping and Engineering to ensure on-time delivery, safety, and compliance with Brand standards.

Qualifications

• Minimum 5 years' experience in hotel laundry operations, with at least 2 years in a supervisory or managerial role.
• Experience managing a 24-hour laundry operation is an advantage.
• Strong leadership, coaching and people management skills.
• Good knowledge of commercial laundry equipment, textile care and laundry chemicals.
• Strong financial awareness with the ability to manage budgets and control operational costs.
• Good understanding of linen inventory management and quality assurance.
• Excellent organisational, planning and problem-solving skills.
• Effective communication and interpersonal skills.
• Proficient in Microsoft Office applications.
• Flexible to work shifts, weekends and public holidays when required.

Responsibilities

• Oversee the day-to-day operation of the hotel's 24-hour Laundry and Linen operation, coordinating outsourced linen services and in-house processing to meet standards.
• Lead and develop the Laundry Team Leader and Attendants, delivering coaching and training to achieve excellence.
• Ensure outsourced and in-house processes meet quality standards through inspections and corrective actions.
• Manage guest laundry to meet promised turnaround times and handle enquiries professionally.
• Oversee the Uniform Room, linen inventory, and ensure stock levels for all departments.
• Manage relationships with external laundry providers, monitor performance, and drive continuous improvement.
• Assist in preparing and managing the departmental budget, control costs and conserve resources.
• Plan manpower, shifts and leave to sustain 24-hour operations.
• Coordinate preventive maintenance of laundry equipment with Engineering to minimize downtime.
• Ensure compliance with health, safety, and Brand standards.

Skills

Leadership

People management

Coaching

Communication

Planning

Budget awareness

Microsoft Office

Tools

Laundry equipment

Cost control tools

Job description

Your Day To Day

Manage Laundry Operations

Manage the day-to-day operation of the hotel's 24-hour Laundry and Linen operation, ensuring the efficient coordination of outsourced hotel bed & bath linen and F&B linen services, while overseeing the in-house processing of guest laundry and staff uniforms. Ensure all linen and uniforms are available in accordance with operational requirements and hotel standards.

Leadership & Team Development

Lead, coach and develop the Laundry Team Leader and Laundry Attendants to achieve operational excellence. Conduct daily briefings, provide regular coaching, identify training needs, and promote a positive working environment that encourages teamwork and accountability.

Quality Assurance

Ensure all outsourced hotel linen, guest laundry, staff uniforms and F&B linen meet the hotel's quality standards before being issued for use. Conduct regular quality inspections, investigate linen damage and discrepancies, monitor linen lifespan, and work closely with external laundry providers to drive continuous quality improvements.

Guest Laundry Management

Ensure guest laundry is processed accurately and returned within the promised turnaround time. Handle guest enquiries and complaints professionally, taking prompt corrective action to ensure guest satisfaction.

Uniform Room Management

Oversee the operation of the Uniform Room, ensuring uniforms are properly cleaned, repaired, pressed, issued and maintained. Monitor uniform inventory and ensure adequate stock is available for all departments.

Linen Control

Manage the hotel's linen inventory, including bed linen, bath linen, F&B linen and staff uniforms. Monitor stock levels, linen movement, losses, damage, and replacement requirements. Ensure accurate inventory records are maintained and adequate par stock is available to support hotel operations.

Vendor & Outsourced Laundry Management

Manage the relationship with external laundry service providers to ensure timely collection and delivery of hotel bed & bath linen and F&B linen. Monitor vendor performance against agreed service levels, conduct regular quality inspections, investigate linen damage and shortages, review production reports, and work collaboratively with vendors to drive continuous improvement and cost efficiency.

Financial & Cost Control

Assist in preparing and managing the departmental budget by monitoring outsourced laundry expenses, linen replacement costs, and chemical consumption for in-house laundry operations, labour productivity, and other operational expenditures. Analyse departmental costs, identify opportunities to improve efficiency, reduce waste, and optimise resource utilisation while maintaining service quality and operational standards. Ensure proper inventory control of linen, uniforms, chemicals and consumable supplies, and implement cost-saving initiatives without compromising guest satisfaction or IHG Brand Standards.

Manpower Planning

Plan daily manpower deployment, work schedules, annual leave and shift arrangements to ensure adequate staffing levels for continuous 24-hour operations while maintaining productivity targets.

Equipment & Preventive Maintenance

Ensure all laundry equipment supporting guest laundry, uniform processing and linen room operations is maintained in good working condition. Coordinate preventive maintenance with Engineering and minimise operational downtime.

Health, Safety & Compliance

Ensure full compliance with hotel policies, IHG Brand Standards, occupational health and safety regulations, chemical handling procedures, fire and life safety requirements, and environmental sustainability initiatives.

Inventory & Chemical Control

Maintain appropriate stock levels of laundry chemicals, consumables and operating supplies. Monitor chemical usage to ensure proper dosage, minimise wastage and maintain wash quality.

Administration & Reporting

Prepare daily, weekly and monthly operational reports, including productivity, linen inventory, laundry costs, guest laundry revenue, equipment downtime, and manpower reports. Maintain accurate departmental records and documentation.

Performance Management

Conduct performance evaluations, monitor attendance, manage disciplinary matters where appropriate, recognise good performance, and develop succession plans for the laundry team.

Continuous Improvement

Identify opportunities to improve operational efficiency, workflow, quality standards and cost effectiveness. Lead improvement initiatives and implement best practices to enhance overall laundry performance.

Cross-Department Collaboration

Work closely with Housekeeping, Front Office, Food & Beverage, Engineering, Finance and Human Resources to ensure effective communication, operational efficiency and timely resolution of laundry-related issues.

Perform Other Duties

Carry out any additional duties assigned by the Executive Housekeeper or Hotel Management in support of the department and hotel operations.

What We Need From You

• Minimum 5 years' experience in hotel laundry operations, preferably within an international hotel. Minimum 2 years' experience in a supervisory or management position.
• Experience managing a 24-hour laundry operation is an advantage.
• Strong leadership, coaching and people management skills.
• Good knowledge of commercial laundry equipment, textile care and laundry chemicals.
• Strong financial awareness with the ability to manage budgets and control operational costs.
• Good understanding of linen inventory management and quality assurance.
• Excellent organisational, planning and problem-solving skills.
• Effective communication and interpersonal skills.
• Proficient in Microsoft Office applications.
• Flexible to work shifts, weekends and public holidays when required.