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Turndown Service Procedure (SOP)

January 23, 2011

WE HAVE UPDATED THIS TUTORIAL COMPLETELY. PLEASE CLICK HERE TO READ OUR TURNDOWN/EVENING SERVICE GUIDE.

Turndown service in hotel industry is a process when hotel staffs prepare guest room warm and inviting for sleeping. Generally 4 star or more exclusive hotels provide this service automatically, others provide this service upon request from guest or automatically for VIP guests or suit room guests. Turndown service is also known as evening service which is generally performed between 6 PM and 9 PM.




Some most common turndown service activities are:

  • Closing of draperies
  • Turning Lights
  • Playing Soft music
  • Corner folding of bedspread away from pillow
  • Keep chocolates, or mints, fruit, or some other items on the bed.
  • Some hotels also prefer to keep breakfast door hanger right after amenities.

Turndown Service Procedure

Generally guests expectation is “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”. To fulfill guest’s desire following procedures need to be done:

(1) 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 an past box
  • Comb Razor and shaving cream

Fill the ice container with ice cubes from the ice machine where applicable

(2) Enter into Guest Room:

If you are sure that there is no guest in the room even in that case must follow standard procedure.

(3) 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 breakfast menu card on the folded quilt at an angle.
  • Place GSTS card on the breakfast menu if the guest is checking out the next day.
  • Place turndown gift on the center of the pillow.
  • Place foot mat in front of the bed together with a pair of slippers.(according the nr. of pax occupied in the guest room).

Note: The Children Doorknob-menu is to be placed on top of the regular breakfast menu in case there is child staying 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.
  • Close the shower curtain half way and place bath mat on the floor in front of the bathtub.
  • 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.

(4) 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.

(5) DND (Do Not Disturb) Issue:

  • 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 “ Privacy   Card” under the door which says, that if you would like your room to be made, please call our Guest Service Center.

(6) Report Defects:

Report immediately of any maintenance problem is found while cleaning.

{ 21 comments… read them below or add one }

1 Christa Romani August 1, 2017 at 7:43 pm

What is GTST card please?
Thank you!

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2 teja May 13, 2015 at 8:52 pm

Really it was helpfull to the students also who are studying B.H.M

THANQ..

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3 rajiv November 4, 2013 at 6:12 pm

since being a hotelier i would like to express my thanks to the team whose effort will help to enhance the learner.

thanking u

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4 Sir Berks June 26, 2013 at 3:00 am

This is also very helpful for me to re-train my staffs at work during evening turn downs. Thanks for your support.

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5 catherine grace ocariza June 8, 2013 at 11:34 am

thank you so much for this very helpful tutorials…. this thing helps me so much!… GOD BLESS!…

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6 Hotelier Tanji June 8, 2013 at 8:06 pm

You are welcome

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7 Jess April 10, 2013 at 3:33 pm

Thanks, I know have a fair idea of what turndown service is.

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8 capricorn September 16, 2012 at 10:01 am

thanks a lot for this information

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9 Tako June 15, 2012 at 1:53 pm

Please send me tutorials

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10 ASHOK AGRAWAL June 10, 2012 at 10:46 pm

A very good SOP to teach the freshers and even working houekeepings staff

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11 Raffy Galita February 14, 2012 at 8:42 pm

thanks 4 this turn down procedure it can make this for my application in one of the best hotel here in Philippine…

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12 vivek joshi September 7, 2011 at 9:18 am

Its being nice experience after reading this Topic of Housekeeping…It was very important for me to know about Turn Down Service as my Industrial training is going on in Taj Palace Hotel. Very Appreciable…:)

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13 sunshine May 27, 2011 at 2:04 pm

this picture was taken in the old guest room of The Ritz-Carlton, Millenia Singapore…

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14 Phebe January 29, 2011 at 5:03 pm

Thanjs Tanji, you are doing extremely okay in this tutorial lessons. please keep it up.

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15 Marcia Gibson-Sinclair January 26, 2011 at 9:16 pm

Thank you for this very valuable lesson on turn down service. All the information was clear and concise, hope to see some videos on turn down service.
Thanks again.

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16 Mohan Kumar Shrestha January 24, 2011 at 9:20 pm

thank you very much for providing lesson of turn down service. it was great to me and hope you will send some others important topics next time.have a good day.

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17 Hotelier Tanji January 25, 2011 at 2:10 am

Currently I am very much busy in writing some ebooks for you. Hopefully within this year I could present around 5 ebooks on topics like how to get jobs,english for hotel,room service,guest complaint etc.

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18 Ramkrishna chhetri January 24, 2011 at 7:45 pm

everything was execellent kindly sent some f and b manager and restaurent managers sop and responsibility.

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19 ALOY PERERA January 24, 2011 at 1:31 pm

THIS WAS AN EXCELLENT & WAS REALLY VALUABLE LESSONS.THANKS !
HOPING MORE SAME LIKE.

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20 Hotelier Tanji January 24, 2011 at 1:43 pm

Thanks for your inspiring words. I hope you would appreciate my upcoming tutorials as well.

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21 Lenin August 18, 2011 at 9:56 am

Hi tanji i need checklist format if u can help me out,…

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