Never turn down good turndown

IIn the hotel industry, “turndown” refers to the nightly practice of readying guests’ rooms for the night. An extra bit of thoughtfulness in your turndown service can make a world of difference to your guests.

Usually guests don’t spend much time in hotels during the day. If they are on holiday for leisure, they will probably be out sightseeing or doing other activities, while business travellers will be at work and meetings.

This means that the quality of the rest and sleep that guests get in your hotel will probably be the most important thing to them about their stay with you.

Here are a few ideas to consider when you plan the turndown service protocol in your establishment:

Never forget the basics

Do turndown service while guests are out of the room and before they return in the evening.

Always knock and announce yourself before you enter a guest’s room, even if you are certain they are out.

Make sure that the room is tidy, towels are clean and guests have enough toilet paper. If you have minibars or tea and coffee stations, make sure that they are fully stocked.

Do a final check before you leave the room, every single time you leave.

Keep the climate in mind

Nights can sometimes get chilly in winter; provide your guests with extra blankets in the evening, folded neatly at the foot of the bed.

Many guests, especially ones from cooler climates, can find it difficult to fall asleep in the summer heat. If you have heavy blankets or throws on the bed for decoration, fold them neatly and place them in the cupboard before your guest retires in the evening. If you have them, turn on ceiling or floor fans so that the air isn’t hot and stale when your guest comes to his or her room after a long day.