In the hospitality industry, turndown service refers to the practice of staff entering a guest's room and re-arranging the bed linen of the bed in the room to the state it was before the guest slept in it. An item of confectionery such as a chocolate[1] or a mint[2] is typically left on top of a pillow in the bed that has been "turned down".
Some hotels have more elaborate turndown services, such as bed-time stories for children and cocktails served to young couples.
Turn-down service is when the hotel staff come into your room in the evening to turn down the bedcovers. The conventional practice is to turn down a corner of the blankets to make the bed look inviting and that much more restful. They also either fold the bedcover nicely at the foot of the bed, or put it (and the day cushions) away in a discreet shelf in the wardrobe.
Some hotels have taken to folding the bedsheets in pretty ways (see picture below) , and some even scatter rose petals. Chocolates on your pillow are also the norm.
Executing a Turn Down Service
by: arvin alvarez
TURNDOWN SERVICE. In hotels, the practice of folding back the blanket and sheet of the bed in the evening, sometimes accompanied by putting a mint on the pillow or a cordial on the night stand.
This procedure is done late in the afternoon by the night service room boys.
Materials needed: Room boys cart, complete with stock of supplies and amenities
1. Roll the room boy’s cart complete with supplies towards the guest room.
2. Activate the door bell or knock gently.
3. hang the make-up sigh in the door knob.
4. Turn-down the bed.
5. draw the heavy curtains back.
6. refill the jug.
7. remove room service tray if there is any.
8. check the garbage can.
9. empty and wash ashtrays.
10. wash used drinking glasses.
11. check the bathroom.
12. turn off the lights but leave one lamp on.
Inspecting a Vacant, Check Out Room
This task is performed by the Floor/Area Supervisor before the room is sold for occupancy.
1. have pen and paper ready.
2. activate the doorbell or knock gently.
3. proceed with the chain lock
4. do the inspection clockwise or counter clockwise
5. check the shoehorn inside the closet. (if available)
6. proceed to the luggage rack.
7. check the condition of the TV set.
8. check the writing table for cleanliness.
9. check the laundry paraphernalia.
10. check the coffee table
11. check the night lamp, telephone, radio, and alarm clock.
12. check the beds.
13. check the air-con
14. check the bathroom
15. release or declare the room vacant, ready for sale.
16. make a room status report
Night Service
Night service starts at late afternoon up to 6:00 AM the following day.
Before leaving, the outgoing supervisor must endorse all unaccomplished task and important instruction like pending service request to the incoming night shift supervisor. These instruction must be logged down and the incoming supervisor, upon reporting for duty must immediately check the logbook for instruction. The keys should also be properly endorse following the key handling procedures.
Task of midnight service crew usually include.
1. follow up or completion of unfinished tasks by earlier shifts
2. attending to guest’s request like instruction of extra beds, etc.
3. preparation of reports
4. make up of late check out rooms
The Night Shift supervisor upon reporting shall accomplish the following routine tasks:
1. time-in at Rooms keeping office Attendance Logbook
2. receive and acknowledge-sign Master Keys
3. check attendance, grooming and uniform of room boy
4. give instruction/ reminders to room boy
5. attend to replenishment/ set-up of mini bar
6. accomplished mini bar receipts
7. check actual status of room and update room status report
8. check cleanliness of rooms if they are in accordance with prescribe standards
9. check supplies if they are adequate or need to be replenished
10. check items needing maintenance or repairs
11. accomplish service request to engineering office for defective items
12. follow-up with engineering office any pending service request
13. open rooms for Guest and Engineering Staff
14. prepare supervisor’s/ maid report and in-house guest rooming list
15. log down in the logbook unusual incidents/ endorsements, etc.
16. attend to late check-outs or make up request
17. time out at in the attendance logbook after work
REPLENISHMENT and MAINTENACE OF BED LINEN
Replenish of Linen
All soiled lines items should be replaced with fresh ones.
Bed sheets, pillowcase should be replaced daily.
Towels, hand towels. Washcloth and bathmat should be replaced daily if they are used by the guest.
Blankets and bed covers should be immediately replaced once they are soiled.
All linen items used by sick guest should be replaced daily whether soiled or not) and should be segregated in a plastic bag from the rest of the linens.
Curtains should be replaced one soiled.
Request for additional linen items like pillows, blanket, etc. will be granted depending on the availability logged down by the supervisor.
All linen items should be properly folded and installed in the right container or location
Shower curtains ( if made in a plastic) may not be replaced but should be washed and cleaned daily during the room make-up. If other curtain material is used, wash and dry it at least once a week.
New occupant shall be provided with a new set of linen even if the ones used by former occupant are still clean looking
The number and quality of linen to be used shall depend on the price of the room. Deluxe and Suite Rooms require linen of higher quality.
Labeling and Turing of Mattress
As part of the preventive program of Housekeeping, mattresses are examined periodically to determine their age, condition and durability. Likewise they are turned at least four times a year to prolong their quality.
Procedures:
1. each mattress is marked with the purchase month and year before its installation in a guest room
2. each mattress is labeled at the top and bottom on both sides with the month in which it should be turned like: January, April, July, October.
3. the housekeeper should inspect the mattress from the top to bottom of the be.
4. when mattress is turned by a housekeeper, she should also vacuum both mattress and box-spring thoroughly, check whether a repair or replacement is required and note down observation in a report. She should also turn the box spring from the left side to the right side to ensure even wear.
