Job Description

Job Title: Customer Service Representative

Job Department: Dry Cleaning

Job Pay Rate: $15.50 / hour

Job Summary

As a Dry Cleaning 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 The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond).
• Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Execute additional duties and responsibilities as required.

Performs other duties as assigned. - This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change.

What we are looking for

• Minimum of a high school diploma or General Education Degree (GED) equivalent.
• Previous experience in customer service, hospitality, high-end retail, or upscale valet/dry cleaning services is highly preferred; however, an equivalent combination of relevant education and professional background will be considered.
• A valid driver’s license is required, as this role may involve transporting equipment across the Resort. Please note that all employees operating Broadmoor vehicles must be at least 18 years of age.
• Ability to utilize Microsoft Office tools for documentation and email communication.
• Proficiency in hotel Property Management Systems (PMS), Point-of-Sale (POS) platforms, and digital garment-tracking technologies.
• Knowledge of fabric care procedures, luxury textiles, designer apparel, and specialty garment handling techniques.
• Understanding of common stain classifications and appropriate garment care methods to support quality service delivery.
• Exceptional verbal communication and active listening skills, with the ability to anticipate guest needs, convey information clearly, and deliver personalized service with professionalism and discretion.
• A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration.
• Excellent skills, negotiation, conflict resolution and ability to work in fast-paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
• Flexible schedule, including weekends and holidays, as required by the calendar of events.

*Reasonable accommodation will be provided for individuals with disabilities.

*Not sure you meet every qualification? We still encourage you to apply. At The Broadmoor, we value exceptional candidates who bring a genuine willingness to learn, grow, and help us deliver Five-Star service.

Why Choose The Broadmoor?

Join the team at the world’s longest-running Five-Star, Five-Diamond Resort. At The Broadmoor, we invest in your future with comprehensive benefits, professional growth, and mentorship from top industry experts.

• Benefits: We empower our team with a rewards package including comprehensive health and dental insurance, a 401(k)-retirement plan, and exclusive local discounts. Please click here for a comprehensive list of benefits.
• Career Development: Your growth is our priority. Whether you are seeking a seasonal position or a long-term career, we provide the hands-on development and training you need to succeed.

Application Notes

• Your application will not be penalized for redacting or removing any age-identifying information (such as your age, date of birth, or dates of school attendance/graduation).
• This posting is expected to close by the date listed at the top of the page. We encourage applicants to apply early, as this position may close sooner if filled. If necessary, this posting will remain open until it is filled.