Standard Operating Procedures

Department : Housekeeping Code Title : HK/ 2020

Task / Subject : Turn Down Service Applies To : Room Attendant
Prepared by : Effective Date : June 12th 2020
Approved by : Cancelation
Date

PROCEDURES

 The Room Attendant to perform the Morning shift shall be required to perform the
turn-down service in order to provide maximum comfort to guests.

 The turn-down service shall be carried out with the least disturbance to guests.
Consequently, the Room Attendant shall proceed in the following manner :

1. Knock three (3) times and wait for the guest’s reaction for 30 seconds
2. If no reply, enter into the room by saying : “Good evening, Madam/Sir or
Ms./Mrs./Mr. XXX” (if the guest’s family name is correctly known), “Housekeeping
Turn-down Service”
3. If the guest is in the room, apologize and politely explain that the purpose of your
presence is the turn-down service, and ask if it would be more convenient to do
so later
4. The door shall be left open with the trolley blocking the entrance when the turn-
down is being performed

 The Room Attendant shall perform the following operations :

1. Remove any Room Service item and/or contact immediately the Room Service
Department
2. Empty the ashtray(s)
3. Empty the waste basket
4. Wash the ashtrays, the dirty glass(es) and/or any other room item, and replace
them at their initial respective places as per hotel standard
5. Tidy the room
6. Check the bathroom supplies and the towel count ; replace any dirty linen item
7. Empty the bathroom waste basket/ashtray and wash all dirty glassware
8. Replace the telephone on the bedside
9. Turn down the bed(s) as per hotel standard
10. Place sleeper next to bed (s) for each person occupying the room
11. Turn on the bedside lamp(s) and draw the night curtains together
12. Double-check the guest room : clean floor, bathroom door and furniture location
13. Close the door gently after having switched off all the lights and the air
conditioning as per hotel policy

 The Room Attendant shall remove all articles from the bed :

1. Remove any pijamas or clothing lying on the bed and fold it up neatly
2. Take away any cushion and place it on the sofa or chair neatly

 The Room Attendant shall turn down the bed(s) as follows :

1. Turn down the corners of the top sheet and the blanket and fold them back in
order to form a neat
2. Place the pillows on the bed with the open edge of the pillowcase facing the wall.
If it is a double bed, the open edges of the pillow cases must be facing each other
3. Place the foot-mat on the floor along the same side of the bed which has been
turned down
4. Replace the guest’s pyjamas and/or folded clothing back onto the turned down
bed(s) in their original places

Note

 If the “Do Not Disturb” sign is displayed, the turn-down service shall not be
performed and the room status shall be reported accordingly.

 If the guest is present during the turn-down service, the Room Attendant shall
perform her/his task without any modification unless requested by the guest.