Turndown Service - Dr. Daniel G. Fuchs

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-013Turndown ServiceObjectiveThis SOP shall ensure the correct and efficient procedure of executing the daily turndown standard toall guests in residence of a DHR property.Standards Turndown service is provided between 18:00 and 21:00. Turndown service is provided to all guests in residence. If turndown service cannot be provided (e.g. “Do not disturb” sign), a “Turndown” attempt cardis slipped under the guestroom door, informing the guest that turndown service was attemptedand inviting the guest to call for the service until 21:00.ProceduresThe turndown service shall be carried out with the least disturbance to guests.The turndown service does not exceed 20 minutes.Always assume that someone is in the room and allow them the time to get to the door:1. Softly knock on the guest room door/ring the bell.2. Wait 10 seconds and knock/ring the bell again if there is no answer.3. Announce yourself with name and department.“Good evening, this is Khun Somchai from Housekeeping.”4. Wait for the guest to open the door.5. Smile and greet the guest by name and with a “wai”:“Good evening Mr Brown would you like to have your turn down service now.”The name is on the worksheet which will be kept with you for the information needed to servicethe guest. Names are used at all times.6. If the guest does not stay in the room, the door shall be left open with the amenity basket in frontof the entrance during the turndown.The Room Attendant/or appropriate shall perform the following steps:1. Removes any Room Service item(s) to the room pantry.2. Empties the ashtray(s).3. Empties the waste basket.4. Washes ashtrays, the dirty glasses and/or any other room items and replace as per standard.5. Tidies the room.6. Checks the bathroom supplies and the towel count; replace any dirty linen item.7. Re-points the toilet paper and tissues.8. Empties the bathroom waste basket/ashtray and wash all dirty glassware.9. Dries the sink and tub surfaces.© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 1

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-013Turndown ServiceProcedures - Continued10. Rearranges the toiletries/amenities.11. Turns down the bed(s) as per hotel standard.12. Turns on the bedside lamp(s) and close the night curtains.13. Cleans floor, ajar bathroom door(s).14. Closes the entrance and balcony door gently after switching on all lights and the airconditioningas per hotel standard.15. Removes all articles from the bed:Turn-down the corners of duvet fold them back in order to form a neat triangle.Place the pillows on the bed with the open edge of the pillowcase facing the wall. If it is adouble bed, the open edges of the pillow cases must be facing each other.16. Returns the guest’s pyjamas and/or folded clothing back onto the turned down bed(s) in theiroriginal places.17. Places a card/gift with a good night amenity as per hotel standard.18. Places the doorknob breakfast menu on top of the turned down sheet.19. Leaves the room quietly after finishing of the service and thanks the guest by wishing them agood night: “Thank you Mr/Ms/Mrs Brown, have a good night and I am looking forward to seeingyou tomorrow.”© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 2