Housekeeping Daily - Turndowns PDF

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Housekeeping Daily: Turndowns

About this Course The perfect turndown leaves the Guest’s room refreshed and replenished. To provide an excellent room experience, every housekeeping professional needs to know how to perform the perfect turndown. With this course, your housekeeping team will gain the knowledge and skills required to ensure each type of turndown is executed to the highest standard.

Turndowns The turndown procedure can be seen as a quicker but just as detailed servicing of a room. This is the procedure that is done to the same room you cleaned earlier, but throughout the day a guest may have been back in their room, had a nap or they had a shower and during a specific time we turndown the room so that they are greeted by a fresh room at his ready for a good night's rest. In this lesson, we will define: 1. What is a turndown and the 2. Luxury standards for turndown.

1. What is a turndown? A turndown is a tidying, replenishing and freshening up of a guests room. Usually done between 6:00 and 9:30 or if the guest requests the service at any time. This is done at the end of the day, usually by the next shift because throughout the day the guest has used their room and we want to service it before they returned that evening. This is perhaps some clean towels for the guest to use. A folded down duvet cover or slippers and a turndown magic at the side of the bed and maybe even a complimentary offering from the hotel. The turndown service is very specific to the establishment, and your establishment may have a list of different tasks that are done during this process.

2. For now, let's defined. The luxury standards were turndown. When you want to enter the room for turndown, you need to enter the room as you have learned. If there is a do not disturb sign on the door, you shouldn't enter the room. In this case you should leave a silent message, a calling card, or a doorknob card under or on the door. Or you should leave a message on the guest Miss Telephone or television if possible. This is to say that housekeeping was there for the turndown service and that should they want the service to please call housekeeping. If the guest is there and opens the door, greet the guest warmly and with a smile. Be sure to ask the guest if you can return at a more convenient time and do as requested. However, if the guest is that they don't require the turndown service, ask them if they need any new towels. Some bottled water or guest amenities. Perhaps this is also a good time to ask the guests if they have any laundry they would like you to collect. This is a great service as sometimes the guest does not want to be bothered, but an extra bottle of water. Two new dry towels and their laundry collected is sure to satisfy their guest.

There are several different ways that any given establishment may do turndowns. Be sure to watch the next lesson on what I turndown procedure may involve. Well done!

Turndown Procedure In this lesson, we will look at the: 1. Bedroom turndown and the 2. Bathroom turndown

1. Let's begin with the bedroom turndown. First things first, empty the bins. Both bedroom and bathroom and empty and clean. Any ashtrays. If in a smoking room. As well as remove the used glassware, crockery or cutlery and replace as requested. Then we need to remake or neaten and straighten the bed, especially if a guest seems to have had a nap during the day. A bedroom turndown does not require that we changed the sheets. Now remove any scatter cushions along with the bedspread which is either folded back or removed completely and neatly store these away. Never simply throw these onto the floor. We would then turndown the duvet cover and sheets in a special fold such as this one to make it easy for the guest to get into bed later. If this affects the position of the pillows, ensure that you reposition the pillows neatly. Always turndown the room for the number of guests staying in the room. For example, turndown on both sides of the bed. If two people are staying and provide immunities for two if there is only one guest and they are a first time guest, this should be on the side of the bed near to the phone. For a repeat guest, take note of the side they are sleeping on. Pay attention to this. Turndown on both

sides of the bed when there is only one guest, or turning down a side where clearly the guest did not sleep is not servicing the room with special attention to your guest. Some establishments take the turndown mat and place it at the side of the bed and placed the slippers on it. Some establishments may also take the guests bathroom and lay it on the bed. Your establishment may require you to leave a small gift for the guest, such as a chocolate on their pillow or a small token that represents the hotel sense of place to say good night and rest easy.

If you make use of breakfast cards, place this on the guests pillow or somewhere where the guests will easily see it and can perhaps fill out this card for a morning breakfast in bed treat. Alternatively, if there is an ordering facility, ensure the guest is actively prompted to make use of this. Now, replace refreshments such as tea, coffee and especially water and the guest stationary such as papers, and envelopes, that the guest might have used during the day.

Next, tidy the room. fold, hang or arrange the guest clothes neatly and pair any shoes lying around in the room. If you find any of the guests change or jewelry in the room, don't touch it. Leave it exactly where you found it. Stack newspapers and meeting the desk area as done earlier. Check the positioning of the laundry bags and slips in case they need to be replenished or replaced equally. Your establishment may require you to neatly present these at the foot of the bed in the guests view. Be sure to check for the laundry bag in case the guest has left laundry somewhere in the room. But you to collect.

Now do your final checks, checking the television remote works and place it on the bedside table, making it easy for the guests to control the television while in bed. Along with the television directory. If

your establishment has a clock on the bedside table, angled the clock to face the bed so that the guest can easily see the time whilst in bed. If your establishment places a small gift or treat for turndowns, make sure you know the placement of this offering and placed the number of treats according to the number of guests in the room. If there are two guests, a treat for each. If there is one guest, one treat. If the guest did not enjoy their treat tonight before, don't use that one again, but rather give them another one. A guest may want to collect these and take them home or enjoy them at a later stage.

Now turn both bedside lamps on, regardless of the number of guests in the room. Why we turndown both lamps on, even if there is just one guest staying in the room? Yes, mirror images and checking pairs in the room. One lamp on will make the room look uneven. The guest may even think that the light bulb has blown. And lastly, you need to close the guests, curtains or blinds neatly and fully. The bedroom should be able to fully darken when these are closed properly. Your establishment standard may be to leave the room open if the bedroom has an attractive evening view or in the summer months. The other curtains that may be in the room can stay open unless there is no do the bed reported or the room is being used as an additional sleeping room. Then they also need to be closed.

2. The bathroom turndown. Step 1 - Wipe down the shower, bath, basin and floor. The guest may have had a bath or shower and surfaces in the bathroom, maybe wet. We cannot leave it like this. Ensure there are no splashes of water, dirt and especially no hairs in the bathroom. Step 2 - Service the toilet with the correct chemical cloth and procedures.

Step 3 - Tidy and replace any tiles and amenities that may have been used during the day. Usually replacing the immunities if they are less than 1/3 full. If there are any Any of the guests personal toiletries lying on the vanity? You should replace their lids and arrange the bottles neatly on a facecloth. But still within view, so that the guest can see that everything is still there. If the guest toiletries are on a shelf, the facecloth is not necessary. Step 4 - Place the bath mat down by the bath or shower and perhaps run a bath for the guest. If you know that they are returning shortly. Step 5 - The final checks are: Two toilet paper rolls. Two covered hygienic and polished glasses. Replenished tissues.

Although there are a few rules that apply to all turndowns, there are also some special touches for different guests or occasions. There are four different types of turndowns that we will look at in the next lesson.

Types of Turndowns There are four specific turndowns we will look at in this lesson:

1. Standard turndown. 2. VIP turndown. 3. Honeymoon turndown. 4. Special occasion turndown.

1. Standard turndown. Standard turndown is your establishments normal turndown that you will do for most of your guests in the early evening that turndown we have identified as a standard turndown. We refreshed and tidied the room and made the bed and prepared it for the guests to get into. We replaced the towels and ameneties. And then closed the guests curtains and turndown the bedside lamps on. But for a very important guest, there may be the VIP turndown.

2. VIP turndown. The VIP turndown would be done for a guest that is very important to the hotel this will include the standard turndown procedures, but perhaps you might have a special gift to leave in the room with a personalized note. A food and beverage offering, or a certain way that you present the room in the evening. For these guests or compliments of the hotel.

3. Other important guests of the more romantic kind, our honeymooners.

The honeymoon turn down is usually done for the guests that have just gotten married, with or newlyweds romantic couples that request this turndown. We want to congratulate newlyweds on their happiness together, so this type of turndown may include rose petals and additional flowers in the room, or a food and beverage offering or even running a bubble bath for them. Before they returned from an evening out, your establishment might have other special touches and make sure you know these. They will feel so special this turndown is done for them.

4. Then lastly we have the special occasion turndown. This can include celebrations such as birthdays, engagements or anniversary's. For some special occasions it can be similar to a honeymoon turndown with rose petals on the bed, or perhaps a fruit platter, a birthday cake, or a romantic dinner served in their room. A special occasion turndown will depend entirely on your establishment standards of how they deal with a guest special occasion. Turndown can be a chance for your establishment to be creative. Ask your supervicor in ways which way they add the ‘wow’ factor during these different types of turndowns. And be sure to conduct these with perfection.

1. What can the turndown procedure be seen as?

B. Quicker, but just as detailed, servicing of a room

2. Which one of the following is an invalid reason for turning down a room? D. A Guest may have been out of the room the whole day

3. Which one of the following is a bad example of what procedure needs to be followed, when completing the turndown process? B. Dust the cupboards and replace the sheets

4. Which one of the following is a bad example of what should be used to leave a message to a Guest who has DND sign on their door, when you have come to turndown their room? D. A face-to-face conversation

5. Which one of the following is a bad example of the type of question you should ask a Guest who refuses the turndown service, when you are already there to turndown their room? D. Ask them to vacate the room while you are doing the turndown service.

6. What is the first thing to do in the bedroom turndown? B. Empty bins and ashtrays and replace used glassware, crockery or cutlery

7. On which side of the bed should you turn down the duvet and sheets if it is a first-time, single Guest? D. The side of the bed where the telephone is closest

8. Which one of the following is a bad example of the type of items you should place either next to or on a Guest's bed? B. Coffee for the next morning

9. How do you turn down a bathroom? Arrange the steps in the correct order. i. Wipe down the shower, bath, basin and floor. ii. Service the toilet with the correct chemical, cloth and procedures. iii. Tidy and replace any towels and amenities that may have been used during the day. iv. Place the bath mat down by the bath or shower and perhaps run a bath for the Guest. v. Do a final check that everything is there.

10. Which one of the following is a bad example of what is part of the standard turndown? A. Place additional flowers in the room

11. Which Guests will receive the VIP turndown? C. The Guests that are very important to the hotel

12. Which one of the following is a bad example of the procedures that need to be followed, when completing the VIP turndown? A. Place rose petals on the bed

13. The VIP turndown includes a food and beverage offering, compliments of the hotel. A. TRUE

14. Why does a honeymoon turndown exist? B. To congratulate newlyweds on their happiness together

15. What does the special occasion turndown depend on? A. The establishment's standards of how they deal with a special occasion...