Hotel Turndown Service SOP Template

1.Purpose

To deliver a consistent evening turndown service that makes the room comfortable for the night and adds a personal touch to the guest's stay.

2.Scope

Applies to room attendants providing turndown service in the evening for guests who have opted in or at properties where it is offered to all rooms.

Definitions

DND

Do Not Disturb. A sign or door light showing the guest does not want the room entered.

Turndown amenity

A small treat or item, such as a chocolate or bottled water, left in the room during turndown service.

Opt-in list

The list of rooms that have requested or are scheduled for turndown service that evening.

3.Responsibilities

Room Attendant

Performs turndown service on assigned rooms and reports any issues found during the visit.

Floor Supervisor

Assigns the turndown room list and checks service quality on spot inspections.

Front Desk Agent

Shares the opt-in list and any late guest requests affecting turndown service.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Turndown cart with amenities
• →Fresh towels for evening restock
• →Turndown opt-in list
• →Do-not-disturb tracking sheet
• →Amenity cards or notes

Personal protective equipment

• →Disposable gloves

5.Procedure

1. 5.1

   Collect the turndown opt-in list

   Room Attendant

   At the start of the evening shift, collect the list of rooms scheduled for turndown from the floor supervisor, noting any late additions or opt-outs.

2. 5.2

   Knock, announce and check DND

   Room Attendant

   Knock, announce yourself, and wait for a response before entering; if the room shows DND, note the time and skip it unless the cut-off time has passed.

   Checkpoint: No room showing DND is entered before the property's cut-off time for turndown service.

3. 5.3

   Tidy the room quickly

   Room Attendant

   Straighten pillows, remove used glasses or room service items, and empty visible trash without doing a full clean.

4. 5.4

   Fold down the bed

   Room Attendant

   Fold back the top sheet and bedspread on one or both sides of the bed per the property's standard, keeping the fold neat and even.

5. 5.5

   Place the turndown amenity

   Room Attendant

   Place the turndown amenity, such as a chocolate or bottled water, on the pillow or bedside table per the property's standard placement.

6. 5.6

   Close curtains and adjust lighting

   Room Attendant

   Close the curtains or blinds for privacy and turn on soft evening lighting, such as a bedside lamp, while turning off harsh overhead lights.

7. 5.7

   Restock evening towels

   Room Attendant

   Replace used bathroom towels and restock a fresh face cloth if the property's turndown standard includes it.

8. 5.8

   Set up slippers or a bath mat

   Room Attendant

   Place slippers or a bath mat beside the bed if included in the property's turndown standard.

9. 5.9

   Check for guest belongings out of place

   Room Attendant

   Do a quick visual check that personal items have not been disturbed and are left where the guest had them.

10. 5.10

    Note any maintenance or safety issues

    Room Attendant

    Report anything unsafe or not working, such as a flickering light, in the work order app rather than attempting a repair.

11. 5.11

    Update the turndown tracking sheet

    Room Attendant

    Mark the room as completed, skipped for DND, or unable to complete on the tracking sheet before moving to the next room.

6.Quality checks

• →Every room on the opt-in list is either completed or logged as DND or skipped with a reason.
• →DND rooms are not entered before the property's cut-off time.
• →Turndown amenities and bed folds match the property's standard on spot checks.
• →Guest belongings are undisturbed after the visit.

7.Records

• →Turndown opt-in list
• →Do-not-disturb tracking sheet
• →Maintenance and safety issue reports

8.KPIs

• →Percentage of opt-in rooms completed per evening
• →Average time per turndown visit
• →DND cut-off compliance rate
• →Guest feedback specific to turndown service

9.Common mistakes

• →Entering a DND room before the property's cut-off time.
• →Doing a full clean instead of a quick tidy, which takes too long per room.
• →Forgetting to update the tracking sheet, so a room looks incomplete.
• →Leaving curtains open after finishing, missing the privacy touch.

10.Revision history