The housekeeping department plays a vital role the hotel business. In fact, I would argue that without HOUSEKEEPING there’s no Hotel! By definition, a hotel is an establishment that’s provides accommodation, meals and other service for travelers and tourists. The housekeeping department plays a pivotal role in ensuring that hotels guests get clean and comfortable accommodation.
Most luxury hotel brands, resorts, game lodges, boutique hotels and even some guest houses have included the turndown service, in order to ensure extra comfortability to their most valued guests. Of course some establishments give guests the option to choose whether they want a turndown service or not.
For those who may not be familiar, turndown service refers to the duties where hotel staff, mainly housekeeping or butlers, enter the guest room and prepare it and neaten it for the night, making it easy for the guest to come back to the room and find it easy to enter the bed. Mainly, turndown service includes “turning down” the bed linen, closing the curtains, etc. It is worth noting that turndown service varies from one hospitality establishment to the other, depending and a number of factors. Turndown service is practiced mostly in 4 star and 5 star hotels, game lodge and resorts.
The main purpose of providing such service is to ensure that the guest feels highest level of comfort before and during sleep. Turndown service was once reserved for VIP guests only but nowadays, turndown service has become a standard norm for all guests especially in exclusive game lodges, luxury hotels, boutique hotels and even some resorts.
In a nutshell turndown service involves the following:
Well, the idea of a turndown service is not only to ensure guest comfort but also to add that “element of surprise”. A perfect turndown is performed in the evening while the guests are out enjoying their dinner. An evening turndown service is performed from around 6:00 pm till around 10:00pm. Some Game Lodges that offer morning game drives also provide morning turndown service, usually from 6:00am – 10:00 am, before guests come back from their game drive. The idea of a turndown service is to delight your guests with unexpected touches of luxury. For example, if your guests are honeymooners, turndown service involves creating a romantic ambiance, including candles, rose petals, running the bath for the guests, champagne and glasses, etc.
Of course this may not always be possible as not every guest will have dinner at the same time. Sometimes, turndown service is performed with the guests inside their room.
The hospitality industry is a notoriously competitive industry! If you do what everybody does, then you may as well forget about impressing your guests. Whether you are running a 5 star hotel, game lodge or resort, your guests’ experience is extremely important. Hotels need to invest on fresh ideas in order to offer the guest something out-of-this-world!