TURNDOWN SERVICE FOR VIP GUESTS & CLUB FLOOR

STEPS

TRAINING QUESTIONS

STANDARDS

1) Follow the steps from task 1until the guest opens the door.

2) If the guest opens the door, announce yourself with a smile and tell the guest why you are there.

6) If no one replies, ring the bell again and open the door slowly announcing “Housekeeping” as you open the door.

7) If the guest(s) is sleeping close the door and return at a later time. Write the time on your work sheet.

8) If there is no one in the room, prop the door open with a door wedge as explained in task 3. And call room service if there is a tray or trolley to be removed.

9) Check on your work sheet how many guests are in the room.

What is the correct way to announce yourself?

Why must the door be opened slowly?

Why should you write the time you approached the door on your work sheet?

Why should you check how many guests are in the room?

“Good evening Mr. XXXX, would you like your bed turned down, or would you like me to come back later?”

The guest(s) may be sleeping and has not heard the door bell.

Writing the time is important in case there are any complaints later on regarding the room not being serviced too late.

By looking at your assignment, it informs you how many people are in the room so you know whether to turn down 2 beds, 1 bed, and both sides of a double bed or just 1 side of it.