HK MANAGEMENT

PRACTICAL
(GROUP ASSIGNMENT 3 -
CASE 3)
Grp. 1 Members (Sec-04) :
David Leung (0342013)
Hussain Yunus Azeez (0344368)
Pham Thi Tuong Vi (0337419)
Sabrina Lazarus (0341927)
 What is Turndown Service?
Turndown Service:
● Complimentary service for VIP guests provided by Housekeeping attendants.

● Preparing and refurbishing a room to be inviting for guests to sleep.

● To impress the guest during their stay and to develop a home-like environment
during their stay.
Case 3 Introduction - VIP Turndown Service
Situation: Handling turndown service at VIP Room 1919.

• Time: Evening Shift (18.00 - 21.00pm)

• Supplies: Blanket, floor mat, hotel slippers, breakfast door knob card, greetings card &
light snacks
(Optional Supplies: Flowers bouquet & towel swans)

• Request: 1 set of dinner cutlery for guest’s late dinner setted at the coffee table.

(Cutlery Supplies: table knife, spoon & fork, dinner plate & cutlery napkin pocket)
 Turndown Service Procedure at Guest Room 1919
Step 1: Get Ready

- Collect room assignment sheet.

- Collect tokens/light snacks like
chocolates from Housekeeping
supervisor.
- Prepare room attendant’s trolley with
required items.
- Check the special requirements or notes
for the guest (E.g.: Cutlery request)
 Turndown Service Procedure at Guest Room 1919
Step 2: Enter into Guest Room:

- Knock the door 3x and identify yourself as

‘Housekeeping’ in each knock.
- Stand outside of the room while maintaining a
distance from the door.
- Give the guests required time to finish their current
work and wait until the guest comes.

In case there is no reply from the guest room:

- Again knock the door and announce “Housekeeping”

and wait for 10 seconds.
- If there is still no response, insert the key card and
enter the room quietly.
 Turndown Service Procedure at Guest Room 1919
Step 3: Turn down the bed

- First remove guest items from the bed. Put them

aside.
- Pull the bedcover back gently and fold the
bedspread in a three way fold.
- Lift corner of the bedsheet with blanket nearest
to the guest room door.
- Straighten and place the pillow neatly on the bed.
- Ensure pillow case opening is facing inwards.
 Turndown Service Procedure at Guest Room
Step 4: Place Turndown Amenities:
1919
- Put the turndown amenities in appropriate locations.
- Place breakfast door knob menu and good night card on the folded bed sheet at an angle.
- Place other turndown amenities (chocolate) next to the breakfast doorknob menu.
- Place foot mat in front of the bed together with a pair of slippers .
- Turn on the bedside lamp (If there are two guests, turn on the two sides lamps).
- Close night curtains. Ensure that they are properly closed and there is no gap in between.
- Turn on the standing lamp next to the sofa.
 Turndown Service Procedure at Guest Room 1919
Step 5: Report Defects

- Scan the guest room from beginning to end.

- Double check the assignment sheet and check
whether anything have been missed,
overlooked or not.
- Report immediately of any maintenance
problem is found while cleaning and record it
in the Turndown report.
- Specially deal with any extra requirements the
guest might need or requested (1 set of dinner
cutlery).
 Turndown Service Procedure at Guest Room 1919

Step 6: Exit The Room

- Fill up the Turndown report, time in and out and

other remarks if there is.

- Leave the room and wipe the fingerprint (if any)

from the surface of the door.

- Double check to become sure that the door

has been locked properly.
 Proposed Solution for Guest’s Request - Dinner
Cutlery
Things we need:

- Dinner spoon, fork & knife

- Napkin
- Dinner Plate

Napkin Folding: Simple Cutlery Pocket

Setting: Coffee table

 Video

Video Link: https://youtu.be/sgWjD35_usg

David Leung : HK Attendee #1 - Bedding
Hussain Yunus Azeez : Presentation Editing
Pham Thi Tuong Vi : Presentation Editing
Sabrina Lazarus : HK Attendee #2 - Special Request (Cutlery) & Video Editing
CONCLUSION:

“It really doesn’t cost much to operate turndown service regularly.

So if your property has that capability then go for it.
After all, turndown service is a great way to achieve guest’s
satisfaction during his stay in the hotel (personal touch).”
- Thank you for your attention! -