Turndown Service Procedure

1. Get Ready:
 Collect list of rooms (room assignment sheet) that need turndown or evening
service.
 Collect “giveaways” like chocolate or candy mint from housekeeping supervisor.
 Stock the trolley with the required items like linen & other standard guest room
amenities, cleaning items and agents.
 Check any special requirement or notes for any guests.
2. Entering the Guest Room:
 Try to understand if there is anyone in the room. Check the status of the room
from assignment sheet.
 If DND (do not disturb) sign is hung on the door knob, take note of those DND
rooms and return to them before going off duty.
 Before entering, announce yourself. You could say “Housekeeping”
 Follow the procedure of knocking and entering the room.
 If there is a guest in the room who answers the door, very politely seek permission
for turn down service. You could ask in this way: “Good evening Mr. X, may I
turn down the bed for you?”
 If the guest refuses, politely ask when you can return.
 Take note and report about those refused service rooms to the supervisor.
 If the guest doesn’t want turndown service, politely ask if he needs anything: “Ok
sir. Would you like to have fresh towel or any additional supplies like tea, coffee
or a bottle of water?”
 If the guest allows or there is no gest in the room, follow the next procedure.
 Keep the door open with the support of a doorstop.
 Keep the cart in the proper position.
 Switch on the master switch.
 Switch on all lights and make sure all are working fine.
 Have a look at the turn down assignment sheet for any special instruction (if any).
3. Turn down the bed
 Remove guest items on the bed. Put them aside.
 Pull the bed cover back gently and fold the bed cover or bed spread in a three-way
fold.
 Fold one corner of the blanket so that the guest can easily slide into the bed.
 In case of a single occupancy in a twin room, just turn down one bed.
 Release one side of the top of linen and blankets and fold them back from a right-
angle triangle. If two persons are sharing the bed, turn down both sides and form
double triangle.
 Neaten all the edges and tuck in properly.
 Don’t forget to fluff the pillows in order to look them fresh and firm.
4. Place Turndown ameneties
  Put the turndown amenities in appropriate locations.
 In general, you may need to place the following items at the middle of the bed:
o Breakfast knob card
o Bookmark card
o We value your opinion card
o One laundry list
o TV guide
o TV remote
 Otherwise, place breakfast menu and chocolate on the pillow.
 If it is in your property’s policy, place a note or visiting card of general manager
or sales & marketing director on the pillow.
 Put foot mat on the floor along with slippers. The best location to put that is in
front of bed’s turn down from where then guest would slide into the bed.
5. Clean the Room
 Clear all dustbins. Empty the trash and replace the plastic bag.
 Empty the ash tray on into the waste bin.
 Collect all used chinaware or glassware and place them in the bathroom for
cleaning and replace them with clean ones.
 Remove used plates and put into the pantry area.
 Clear all dustbins
 Hang lose guest clothes in the hanger or keep on wardrobe.
6. Make the Guest Bathroom Neat and Tidy:
 Clean the bathroom.
 Replenish soiled towels.
 Replenish guest supplies like shampoo and soap.
 Wash neatly the bath/shower, basin or toilet.
7. Create Pleasing Atmosphere:
 Close the curtains.
 Turn on the lamp, close the drapes and blinds.
 Set the thermostat at standard level or set is as the guest left.
 Spray some air freshener if required.
 Make necessary arrangement so that the room look very comfortable and
appealing.
8. Double Check Everything
9. Exit the Room:
 Leave the room and wipe your fingerprint from the surface of the door.
 Lock the door properly.
10. Take Note on the Assignment Sheet:
 Mark the worksheet as complete.
 Take note if required.