PROCEDURE IN CONDUCTING ROOM CHECK, TURN DOWN AND MAKE-UP BEDS.pptx

Turn down service is one of the special services in which a room is cleaned
and refreshed, and bed linen is turned down for sleeping, usually during the period
wherein the guest is not in the room. This procedure is done late in the afternoon
by the night service room boy. A turndown service or evening service is one amenity
that can be availed by a guest. Turndown service means the room of a guest is
prepared ready for sleeping. It includes the following: cleaning the room, having one
corner of the blanket folded for easy sliding, chocolate or fresh fruits placed on the
bedside, the room lights dimmed, and heavy drapes or night curtain was closed.
Below are the steps on how to conduct turndown service.
Preparation for Turndown Service
1. Take the status report of the floor from the desk.
2. Get the floor key or card and sign the logbook.
3. Check the floor corridor for tidiness.
4. Take out the trolley with linen and amenities.
5. Clean vacant rooms at 6:00 in the evening onwards.
6. Finished all turndown service by 10:00 pm.
7. Clear departure rooms as per hotel requirements.
Entering into the Guest Room
1. Follow the two-knock, three-announcement rule.
Knock at the door and check if the guest is inside the
room. Say “housekeeping” before entering. 2. If the guest wants you to come back later, politely go
out and position the maids cart in front of the guest
room.
Materials needed: Room boys cart, complete with stock of supplies and
amenities.List down procedures in conducting room check, turn down and make up beds
Every morning, the floor/area supervisor,
together with the room attendant assigned in the
area shall perform a routine room check in every
guestroom purposely to check:
If the room is still occupied;
If the beds in the guestrooms were slept on;
If there are unregistered joiners who occupied the
room;
If the guest is out and the room is ready for
make-up;
If the guest has soiled clothes for laundry;
If the guest is in good condition-neither sick nor
high in drugs
The bulk of cleaning in hotels is done mostly in the morning shift but there are
exceptions like the rooms with a DND or “Do not Disturb” sign, rooms which are
occupied by late night guests, and early morning arrivals by guests with
international flights.
Room check must be done with caution and tact. Some guests get very irritated
when someone gets into their room, especially in the morning when they are still
sleeping or just woke up from sleep.
PROCEDURES FOR ROOM CHECK
A.Rooms with DND sign (stands for Do not Disturb)
1. Look for DND sign on the doorknob and do not knock if the sign is on.
2. Call the guest through the phone in the afternoon. Once he/she responds, identify
yourself and apologize for the disturbance. Tell him/her that you just want to
know if he /she wants her room to be serviced.
“ Good afternoon Mr./Ms. This is _______from Housekeeping. I’m sorry for
disturbing you. I just want to know if you want your room to be made up.

1. PROCEDURE IN CONDUCTING ROOM CHECK, TURN DOWN AND MAKE-UP BEDS

2. Turn down service is one of the special services in which a room is cleaned and refreshed, and bed linen is turned down for sleeping, usually during the period wherein the guest is not in the room. This procedure is done late in the afternoon by the night service room boy.

3. Turndown service means the room of a guest is prepared ready for sleeping . It includes the following: cleaning the room, having one corner of the blanket folded for easy sliding, chocolate or fresh fruits placed on the bedside, the room lights dimmed, and heavy drapes or night curtain was closed.

4. Room Check Procedures KNOCK AND ANNOUNCE CHECK MINIBAR AND CONSUMABLES ENTER THE ROOM SECURITY CHECK INSPECT THE ROOM DOCUMENTATION 01 04 02 05 03 06

5. 01 Knock and Announce - Knock on the door and announce yourself as housekeeping. - Wait for a response before entering. If there is no response, knock again.

6. 02 Enter the Room - If there is no answer after the second knock, enter the room cautiously. - Announce yourself once more as you enter.

7. 03 Inspect the Room - Check all areas of the room for cleanliness, including floors, furniture, and bathrooms. - Ensure all amenities (soap, shampoo, towels, etc.) are stocked. - Inspect the bed for any damage or issues with the linens. - Ensure all lights, air conditioning/heating, and electronic devices are functioning properly. - Check for any maintenance issues like leaks, broken items, or anything needing repair.

8. 04 Check Minibar and Consumables - Verify that the minibar is stocked according to hotel standards. - Check for any consumed items and note them for billing.

9. 05 Security Check - Ensure all windows and doors are secure. - Check for any personal items left behind by the guest. - Report any suspicious items or activities immediately.

10. 06 - Record the room status (e.g., clean, needs maintenance) in the housekeeping log. - Update the room's status in the hotel management system. Documentation

11. Turndown Service Procedures PREPARE THE ROOM ARRANGE AMENITIES PREPARE THE BED FINAL CHECK REFRESH LINENS AND TOWELS EXIT THE ROOM 01 04 02 05 03 06

12. 01 Prepare the Room - Knock and announce yourself before entering. - Dim the lights to create a calming atmosphere. - Close the curtains if they are open.

13. 02 Prepare the Bed - Remove decorative pillows and store them properly. - Fold back the bedspread or duvet at the foot of the bed. - Pull the sheets down to make it easier for the guest to get into bed.

14. 03 Refresh Linens and Towels - Replace used towels with fresh ones. - Ensure the bed linens are smooth and free of wrinkles.

15. 04 Arrange Amenities - Place a small treat (e.g., chocolates) on the pillow or bedside table. - Ensure the room amenities (water, glasses, etc.) are available and clean. - Provide a turndown card or note with weather information or a welcome message.

16. 05 Final Check - Ensure the room is tidy and clean. - Turn off the main lights, leaving a soft light on, such as a bedside lamp. - Ensure the room is quiet and ready for the guest’s return.

17. 06 Exit the Room - Quietly leave the room, making sure the door is properly closed.

18. Make-Up Bed Procedures REMOVE USED LINENS FINAL TOUCHES INSPECT THE BED ARRANGE PILLOWS 01 04 02 05 03 PLACE CLEAN LINENS

19. 01 Remove Used Linens - Strip the bed of all used linens, including sheets, pillowcases, and blankets. - Inspect the mattress for any stains or damage.

20. 02 Place Clean Linens - Start by placing the fitted sheet over the mattress, ensuring it is smooth and wrinkle-free. - Place the flat sheet on top, making sure it is evenly centered and tucked in at the foot of the bed. - Add any additional blankets or duvets, ensuring they are smooth and tucked in neatly.

21. 03 Arrange Pillows - Insert pillows into clean pillowcases, ensuring they are smooth and wrinkle-free. - Place pillows on the bed according to the hotel’s standard arrangement (e.g., against the headboard or stacked).

22. 04 Final Touches - Arrange any decorative pillows or throws neatly. - Smooth out any wrinkles on the bedspread or duvet. - Ensure the bed is centered and aligned with the headboard.

23. 05 Inspect the Bed - Do a final check to ensure the bed looks neat, with no wrinkles or misalignments. - Check the surrounding area for any debris or dirt that may have fallen during the bed-making process.

24. These procedures help ensure that the room is clean, comfortable, and welcoming for guests.

25. DEMONSTRATE THE PROPER HANDLING OF GUESTS REQUESTS IN HOUSEKEEPING FOLLOWING SAFETY AND SECURITY STANDARDS

26. Guest request must be handled properly to satisfy the guest Guests request in housekeeping could be items or services like rollaway beds, additional pillows and blankets, irons, hair dryers, additional cleaning, additionalroom , supplies, and lost property inquiries. Handling guest requests is a simple task, but if you fail to follow all procedure properly this might lead to a bigger problem. PROPER HANDLING OF GUESTS REQUESTS IN HOUSEKEEPING FOLLOWING SAFETY AND SECURITY STANDARDS

27. 1. Remember not to argue with the guest, remember also that the guest is always right. 2. Listen attentively to the guest and understand what exactly is wrong. 3. Have a log system in place. Make sure all requests are written and properly documented. Handover to the next shift the problems still unresolved. 4. Apologize for the inconvenience caused. 5. Find out exactly what the guest expects during the request. Make sure you ask the right questions to deliver exactly what is expected. 6. Record the time for handling the request. TAKING REQUESTS AND HANDLING COMPLAINTS FROM GUEST

28. 7. Rectify the situation if you can. There are some instances where common sense will prevail but do not forget the standard procedure of rectifying complaints. 8. Inform the manager of all complaints immediately, even if you have successfully resolved the situation. 9. Complaints need to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction. 10. If the problem is out of your authority, inform the manager or Duty Manager. 11. Record all the details in Guest Call Register-noting down any request or complaint made by hotel guest. 12. Repeat the request back to the guest before ending

29. 1. Handle all guest requests within ten minutes. 2. Use proper door knocking standards when arriving at the guest’s room. 3. Be prepared to handle situations like angry guests when you arrive at the room. 4. Inform the front desk staff by radio or cell phone as soon as you have completed the request. 5. Guest should be kept informed of the developments of his or her request. TIPS IN HANDLING GUEST REQUEST

30. OTHER'S REQUESTS ITEMS

31. 1. Roll away bed- a portable single bed used to accommodate additional guest in a room. 2. Additional pillows, blankets and towels. 3. Flat irons and ironing board

32. 4. Hair dryers 5. Additional room supplies 6. Change of linen

33. 7. First aid kit 8. Baby crib 9. Electric kettles and jugs

34. 10.Fax machine 1. Baby Sitting- ask first the permission of your supervisor before granting the guest request. 2. Errand, like buying the guest of daily newspaper, housekeeping supervisor should be notified. OTHER REQUESTED SERVICES MAY INCLUDE

35. JASREIN MONTEROSO MATEO REMODO

36. 1. Remove and check the bedspread and blanket. Check for any stains and tears. Fold and place them on a chair. 2. Remove the pillows and pillow cases. Check for any stains and tears and place them on a chair. 3.Remove the individual bedsheets. Fold them and place all dirty linens in the linen bag and place them in your trolley. 4.Collect clean linens. 5.Straighten the mattress protector and smoothen out any folds. Check also for any stains and tears. Replace it if it is necessary. 6.Lay the bottom first sheet. Miter the four corners and tuck it in. 7.Miter the second sheet facing the wrong side covering the mattress. 8.Lay the blanket leaving 6-8 inches from the headboard. 9.Put on clean pillows with pillowcases. Place the pillows with the ends facing the inside of the bed. 10.Lay the bedspread evenly on all corners of the bed. Tuck the bedspread slightly under the front of the pillows. Smoothen out the creases. MAKE UP BED

37. 1.Place the top sheet on the center of the bed, draping it evenly over each side of the mattress and tuck the top and foot part under the mattress. 2.Lift up the part of the sheet that is hanging at one corner, holding it straight until it forms a triangle. 3.Tuck the lower portion under the mattress. 4.Hold the triangle fold with one hand and bring the triangle down with the other hand. 5.Tuck the folded triangle part under the mattress. STEPS FOR MITERED BED CORNERS