TURNDOWN SERVICE

Guest Expectation:

I like to have my room prepared when coming home, this gives me the feeling that the hotel takes care of me. It saves me time in turning down the bedspread and closing the blinds.

Why is this task important for you and our guests?

Answers: 

1. We can increase our GSI score.

2. I can show my professionalism.

3. I want to make our guests feel comfortable.

4. I want to show our guests, that we take care when coming to their guest room after a hard day’s work!

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Preparation	Prepare maid’s basket/trolley with linen and amenities.  Linen: Pillow cases Duvet cover Bed sheets Amenities: Shower gel Shampoo Conditioner Lotion Shower cap box Sanitary Bag box Toothbrush  Comb Razor and shaving cream Fill the ice container with ice cubes from the ice machine where applicable.	Why do I need to submit the worksheet?   What do I have to prepare? What do I have to bring to the guest room? Do I really need to bring ice?
Turn down service require	Turndown service is offered from 5:30pm to 9:00pm, with VIP rooms being serviced between 6:00pm and 8:30pm.  Guestrooms should only be attended to outside these hours if the guest/s has made a request for a required service. Ensure that these are the only rooms entered are the ones marked on the worksheet as occupied or an expected arrival.  During the course of turndown other rooms may be allocated or amended for turndown subject to the arrival room allocation, walk-in guests, room moves, etc. for that evening which may not be marked on the worksheet.  All VIP’s and special requests should be noted on the worksheet so the necessary services and amenities can be offered accordingly.	When we should do turn down service for VIP?
Enter guest room	Follow standard procedure Place the housekeeping service sign on the front of the door handle or in the key card lock to alert anyone who may try and access the room to be aware that the room is being serviced. Enter the guestroom as per the standard operating procedure.  If the guests’ room key card is in the socket do not remove it. Should the guestroom door require to be kept open at any stage whilst the guestroom is being turned-down then ensure a proper door-stop is used to keep the door open?  Do not use a towel, newspaper, equipment, etc. to keep the door open to prevent from damage and unnecessary markings being caused to the floor and/or door or items.	What is it?
Provide turn down service	If the guest is inside, greet guest and say, “Madame/Sir, I am xxx from Housekeeping, sorry to disturb you, may I turn down your bed?”  Collect all used glass/cup and exchange with glasses from the pantry. Do not wash glasses in front of guest. Empty the rubbish bin. Turn down the bed by: Fold and store bed runner or bed spread and cushions inside the closet.  Lift corner of quilt near the telephone and fold the corner into a triangle. Straighten and place pillow neatly on the bed.   Ensure pillow case opening is facing inwards. Place foot mat in front of the bed together with a pair of slippers.(according the nr. of pax occupied in the guest room) Close day and night curtains. Ensure that they are properly closed and there is no gap. Bathroom: Tidy up the bathroom. Replace all used amenities. Return to the guest room to ensure nothing has been missed out.   Leave the bedside table light on as well as soft TV music or as per your hotel standard	Why do I have to greet the guest? Is there a set way of turning a bed down? Why do I have to straighten the pillow and duvet? Why does the guest need a turndown gift? What is the purpose of the foot mat? Do children need special treatment?
Leave the guest room	If guest is in the room, say:：  “My name is ……, if you need any assistance, please do not hesitate to contact me, Good night, Madam/Sir, have a pleasant evening.”  Fill up the Turndown report; time in and out, number of guest and other remarks.	DRILL LANGUAGE. Is it necessary to provide your name?
DND or guest refuses turn down service DND	Record time the guest refused service on your report. For DND rooms, record the time on your report, when all rooms are finished, go back to DND room to check if the room can be serviced later If the DND sign is still on, slip a “Missed you” under the door which says, that if you would like your room to be made, please call our Guest Service Center.	Why do I need to report DND rooms? Why do I need to go back to check?
Report defects	To report immediately of any maintenance problem is found while cleaning.	Why do I have to report immediately?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important about the turn down service?

2. How long should a turndown service take in a standard room? A suite?

3. How do I handle a DND room?

4. What must I do if the guest refuses turndown service?