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SOP: Turn-down Service
Transcript of SOP: Turn-down Service
TURN DOWN SERVICE
Amy Marian T. Faelnar
Johanna Wilma O. Calumpang
Many upper scale hotels have a turn-down service in order to offer the utmost comfort to their guests. The turn-down service involves
preparing the room for the night
so that the guest feels at home and can easily go to bed upon returning to his/her room. The turn-down service is always carried out between
5:00 and 9:00 P.M
. just before the guest return for the night.
By 10:00 P.M. turn-down service
must be finished to all rooms.
Housekeeping Trolley Cart
The evening boy takes the status report of the floor from the desk.
Takes the floor key/card and sign for it.
Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
Enter the guest room.
Find out if the guest is in the room.
Announce yourself before entering the guest room.
In case the guest is wants you to come back later then, politely as the time for Position the maids cart in front of the guest room.
Turn-down the bed:
Enter the room,
empty dustbin and ashtrays.
Fold the bed cover.
Straighten and arrange the pillows
on the head of the bed.
And, Make 90 angles with the second sheet.
Replace soiled linen when needed.
Spread the foot mat on the side of the bed. [The side where the corner is made] and put slipper on top of foot mat.
Always give turndown from the telephone side or inner side of the bed. For double occupancy, both corner to be made.
Place turndown amenities:
According to the hotel procedure place the turn-down amenities on the bed. ( Eg: Flower, Chocolate etc.)
Place the Breakfast menu knob on the fold.
Ensure water service is setup properly on the nightstand.
Tidy the guest room:
Organize nightstand and align pieces straight with the beveled edge.
If a room is messy it may require more extensive cleaning.
Remove any room service tray, dishes and move them to the service pantry.
Do a quick vacuum if required.
Straighten guest's belongings
and fold clothes. Wind electronic cords, reposition chair to angled position.
Tidy the bathroom:
Replace soiled towels when needed.
Re-hang and straighten hanging towels.
Fold toilet paper.
Replace is necessary.
Wipe the vanity area if required.
Place a washcloth on the counter
and organize amenities
Replenish bathroom amenities as needed
Create a pleasant atmosphere:
Turn on the bedside lamps.
Close the drapes. Draw the curtains so that there is no light coming from the corners or center.
Set the A/C temperature to what was set by the guest.
TV Channel: CNN
Volume: 7 or 8
Double check everything, lock the room and leave the guest room.