SOP – Housekeeping – Turndown service / Evening service

SOP Number: HK - 21 ( SOP serial number and department code )

Department: Housekeeping – Guest Room

Date Issued: DATE THE DOCUMENT WAS CREATED.

Time to Train: 30 Minutes

Turndown service:

  • 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.

  • Vacant rooms to be serviced from 6.00 p.m. onward.

  • By 10.pm turn down service to be finished of all rooms.

  • Departure rooms have to be cleared as per requirements.

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.

Turndown the bed:

  • Enter the room, empty dustbin and ashtrays.

  • Remove the bedcover, fold it and place in the luggage rack drawer.

  • Remove pillow from luggage rack and place it on the head of the bed.

  • Make 90 angles with the second sheet.

  • Quilt and third sheet.

  • 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 turndown amenities on the bed. ( Eg: Flower, Chocolate etc.)

  • Place the Breakfast menu knob on the fold.

  • Put on the bedside lamp.

Tidy the guest room:

  • Look around the room and straighten or tidy anything that is out of order.

  • If a room is messy it may require more extensive cleaning.

  • Remove any room service tray, dishes and move them to the service pantry.

  • Empty the trash cans and replace the wastebasket liners.

  • Do a quick vacuum if required.

Tidy the bathroom:

  • Neatly fold used towels.

  • Wipe the vanity area if required.

  • If required replace the bathing towel.

  • Clear the dustbin if used.

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 centre.

  • Set the A/C temperature to what was set by the guest.

  • Double check everything, lock the room and leave the guest room.

  • Update the status report.

Training Summary questions:

Q1. What should be done before taking out the trolley to the guest corridor for evening service?

Q2. On what angle the second sheet to be folded?     

Q3. From what side the turn down service to be provided?

Q4. What all to be checked while tidying the guest room?

Q5. How to create a pleasant atmosphere in the guest room?

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