TURNDOWN Flashcards
We provide turndown service between ____ hrs. and _____ hrs; or at our Guest’s requested time
Housekeeping - Turndown service
The timeframe we have to provide our turndown service is from 18:00 hrs. to 21:30 hrs. If a Guest has a special time request for the service ( in example 17:00 hrs.) then this requisition must be honoured instead.
Housekeeping - Turndown service
When you (the housekeeper), arrive to a Guest room, you…
1) Knock the door / Ring the bell
2) Wait for _____ seconds
3) Knock the door / Ring the bell again
4) Announce your department (Housekeeping)
Housekeeping - Turndown service
When we arrive to a guestroom, we must…
1) Knock the door / Ring the bell
2) Wait for 10 seconds
3) Knock the door / Ring the bell again
4) Announce your department (Housekeeping)
Housekeeping - Turndown service
You arrive to a Guest room that has the “privacy” (DND = Do Not Disturb) sign or light activated. How do you let them know that you ( the housekeeper) tried to provide the service?
A) Knock on the door once
B)Place a calling card under the door or a door knob card
C) Call to the Guest room by phone and ask if they could let you in
Housekeeping - Turndown service
You arrive to a Guest room that has the “privacy” (DND = Do Not Disturb) sign or light activated. How do you let them know that you ( the housekeeper) tried to provide the service?
Correct answer is B.
We place a calling card under the door, or a door knob card. This way we respect our Guest’s privacy and they will know we are attentive to when they’d prefer to have their room service done!
Housekeeping - Turndown service
Imagine you are performing the turndown service and the Guest walks into the room.
What are the 3 expectations our Guest has regarding you (the housekeeper)?
a) To greet them by their last name, to have a polished look and behave professionally
b) To greet them casually, trying on their shoes and listening to music
c)To avoid talking to them, and rapidly gathering our tools and leave promptly
Imagine you are performing the turndown service and the Guest walks into the room.
What are the 3 expectations our Guest has regarding you (the housekeeper)?
The correct answer is A.
We must greet them by their last name (personalized service is shown this way)
We must have a polished look - wearing our uniform, our hair correctly done, pin and nametag (where applicable) - This will cover every standard regarding staff appearance
We must act professionally. Ask if they would rather have you come back later, and if so, ascertain the time to come back.
When you (housekeeper) perform the turndown service, the TV must be left turned off.
Is the above statement TRUE or FALSE?
When you (housekeeper) perform the turndown service, the TV must be left turned off.
This statement is TRUE. According to sustainability standards, we must not leave the TV turned on no more.
When you (housekeeper) perform the turndown service, the TV must be left turned off.
Is the above statement TRUE or FALSE?
When you (housekeeper) perform the turndown service, the TV must be left turned off.
This statement is TRUE. According to sustainability standards, we must not leave the TV turned on no more.
During turndown service we must make the bed, in a way that is appealing and comfortable for the guest to sleep.
We can achieve this by putting away the decorative pillows, setting the bed and pillows on the side the Guest is sleeping, and placing slippers next to the bed, as well as leaving a night table lamp on for them.
Is the above statement true or false?
This statement is TRUE.
According to LQA & Forbes, the key to a correctly turned-down bed is:
1) storing away decorative pillows and bedspreads (not on the floor!)
2) Making the bed on the side the Guest sleeps in( if 2 Guests are there, follow the instructions left by the AM housekeeper to know)
3) Placing the slippers next to the bed
4) Leaving the night stand lamp on, to create a cozy ambiance.
By doing this, we demonstrate anticipation, and thoughtfulness towards the Guest’s comfort and convenience.
During the turndown service, you (the housekeeper) must draw close the curtains, unless:
a) the view is worthy
b)due to the season they remain open
c) you forget
d)only a & b
e) none of the above - they must always remain closed at turn down -
Correct answer is A & B.
Unless the view is worth of admiration or due to the seasonality ( i.e. due to the season, sunset is later than usual and they can admire it) then the curtains/ blinds or shutters, must remain closed.
This helps creating an ambiance to sleep peacefully.
During the turndown service, you (the housekeeper) do not need to replenish any type of amenities
Is the above statement TRUE or FALSE?
This statement is FALSE.
During the turndown service, you (the housekeeper) must replenish any amenity that the Guest has used or is almost done with ( i.e. cotton balls / cotton swaps/ shampoo/coffee pods)
In order to personalize the turndown service, there are a couple things that our Guest might find convenient to have close to them once in bed.
One is the _____ _______ and the other one is a ____ of ______.
In order to make our Guest comfortable, we must leave on the bedside table the REMOTE CONTROL and a BOTTLE OF WATER.
A golden rule for when tiding the room during turndown service, is to leave the Guest’s belongings tidied, but within the same place where they left them.
Is the above true or false?
The statement is TRUE.
If there are clothes in the living room area, we must not take them to the closet.
The golden rule is to neatly arrange them, and leave them in the same area the Guest left them. This way they won’t be looking around for it!
During the evening service, we place the thermostat back to the standard temperature that we use for arrival.
Is the above statement TRUE or FALSE?
The statement is FALSE.
If the Guest changed the temperature, we must respect his preference and leave the same temperature during their stay.
When you (the housekeeper) does the turndown service, and the Guest has soiled dishes (from the room or In-room dining), you…
A) Advise another department about them and leave them behind
B)Replace the ones from the room and take away the ones from in-room dining
C)Leave a note explaining the Guest to dial 0, so someone else cleans them up
The correct answer is B).
B)Replace the ones from the room and take away the ones from in-room dining.
If we are in charge of our Guest’s room, we need to make sure everything is clean and tidied up after our turndown service.
You (the housekeeper) must verify the Guest’s preference regarding our green initiatives to change the linens every 2 days only during the morning cleaning service.
Is the above stated TRUE or FALSE?
The statement is FALSE.
Maybe during the morning they chose to adhere to our energy saving programme, but perhaps in the afternoon they changed their minds.
Every time we perform a service in the room, morning or turndown, we must check the preference of the Guest on this matter.
You (the housekeeper) are not expected to clean thoroughly the sink, shower/ tub, toilet and floors.
Is the above stated TRUE or FALSE?
The statement is FALSE.
During the turndown service, the floors, toilet, sink, shower or tub must be wiped clean.
Complete the sentence:
When performing the turndown service, in the sink area where the Guest toiletries are left, we must neatly arrange them. We can place them over a _____, and arrange by ____, accommodating by size.
When performing the turndown service, in the sink area where the Guest toiletries are left, we must neatly arrange them. We can place them over a , and arrange by ____, accomodating by size.
