Turn down service

Standard :

Clean all occupied, arrival, departure rooms and arrange the beds for guests daily in the evening.
Turn down Service should be provided in order to leave a good impression on guest staying in Hotel.

Procedures :

1. Turn down service enables rooms to be refreshed in the evening daily.

2. All occupied room have to be provided turn down service from 18:00 to 21:30 daily. Check-in after 22:00 , turn down service is prior to arrival.

3. PM Room Attendant should use guest name if guest is in the room. Every turn down work sheet should include guest name and room number.

4. All Room Attendants should be aware of guest belongings while doing turn down service. If the bed is loaded with guest belongings, remove them before doing the turndown on the bed. If there is only one bed per room, R/A decides what items can be safely moved for a successful turn down. PM shift Supervisor may also need to be present in order to keep record of moved items.

5. PM Room Attendant should report what service were done. It is very important to mark on the report whether guest refused service or turn down was not done due to a “Do not disturb” sign, or guest refuse “turn down” service. In such cases, mark on the report “No need service” sign (“NNS”), etc.

· Knock at the door and saying “Good Evening, HSKP, Turn down service, may I come in” and make sure to use the guest name. If no respond, knock at the door twice times and then enter the room.

· Put the bedspread back with 15 to 18 inches hanging over the bed. Place the fold at the foot of the bed. Bring the hangover part of the bedspread over all the folds and make sure that fabric is facing right side up. In summer, the bedspread should be folded and kept in wardrobe shelf as instruction of hotel, (except guest asks to keep it on bed). Never leave it on sofas or chairs.

· Pull sheets back according to bed type. For a single bed, bedsheets should be turned down from the corner only, near the be- side table or telephone. A Single/ Queen/ King bed for one person should be turned down near a bedside table or telephone. A Queen/ King bed with two persons should be turned down both sides.

· Pillow should be put against the head board of bed, pillowcases should be tucked at their open ends.

· Place the turn down amenities as instructed by the hotel. For example, amenities could be chocolate, evening newspaper, cookies, fresh flowers or a good night card with a pleasant message or reminds them to order breakfast from room service. This will be decided by hotel management.

· Close curtain (drapes) for privacy and turn off lamps, except the one that is near the “turndown”.

· Empty all ashtrays, wastebaskets and clean all used glasses. Remove all used towels and replace with clean ones.

· Straighten out the room: hang up clothing and put shoes in wardrobe.

· Dry and shine all bathroom, fixtures straighten out bathroom counter areas and organize items.

· Check all tissue supplies.

After service is complete, check the door to ensure it has been safely fastened for guest protection.