Turndown Service
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Date
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Room No
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Guest Name
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Serviced by
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Audited by
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Observations
Bedroom
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01. Was a turndown service provided between 18h00 and 21h30 or at the guest's requested time? SERVICE
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02. Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE
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03. If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone? SERVICE
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04. If the employee was encountered was he/she well presented and did they greet the guest with a smile? SERVICE
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05. If guest was present in the room during turndown/servicing, did the employee arrange to return at a later convenient time when the guest was out of the room? SERVICE
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06. Was television not left on for turndown? SUSTAINABILITY
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07. Were the scatter cushions removed and the bedspread either folded back or removed and if removed, were they not placed directly on to the floor? SERVICE
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08. Did employee fold back sheets neatly and adjust pillows accordingly whilst respecting the guest's preference (i.e. bed turned down on the correct side of bed based on previous evening)? SERVICE
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09. Were bedside slippers laid out next to the bed (bedside mat optional)? SERVICE
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10. Did employee draw curtains/blinds/shutters fully and neatly, unless purposely left open due to view/seasonality? SERVICE
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11. Did employee turn bedside lamp/s on and in the case of key activated lighting had the lighting been adjusted accordingly when the key card was inserted? SERVICE
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12. Was complimentary bottled/filtered drinking water provided and placed in a highly visible location (e.g. bedside table, desk)? SERVICE
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13. Did employee empty waste bins and ashtrays? CLEANLINESS
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14. Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them? CLEANLINESS
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15. Were the guest's clothes tidied and his/her shoes paired, with all items left in view? SERVICE
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16. Was the used stationery and other amenities (e.g. tea/coffee) replenished where required (i.e. when all of one type of stationery/amenity was missing)? SERVICE
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17. Were any used glasses or room service soiled plates and cutlery removed from room and replaced (where required)? CLEANLINESS
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18. Was the television remote control placed on bedside table? SERVICE
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19. Did turndown include any additional personalized touch (e.g. amenity, bookmark, etc.)? SERVICE
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20. If the guest set the room temperature at a specific level, was it left unaltered for the rest of the stay? SERVICE
Bathroom
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21. Did the hotel offer an environmental opt-out option as a default for not changing the towels daily (i.e. towels not changed daily unless requested)? SUSTAINABILITY
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22. Did the employee adhere to the guest's chosen environmental option (i.e. not replace towels if the guest has chosen the opt-out option)? SUSTAINABILITY
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23. If the guest chose to have the used towels replaced were any used towels replaced with clean ones and were they in excellent condition? CLEANLINESS
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24. Was a bathmat laid out in front of the sink and available at the bathtub and shower? SERVICE
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25. Were all empty or almost empty amenities restocked with partially used items left in place? SERVICE
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26. Were the shower/bath/sink/toilet and floor wiped clean? CLEANLINESS
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27. Were the bathroom water glasses cleaned and/or replaced? CLEANLINESS
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28. Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange) and leave them in view? SERVICE
Oberoi Base Standards
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"29. Did employee leave room service breakfast card in a prominent
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position or was alternative ordering facility actively promoted (e.g. iPad/television ordering option)?" SERVICE
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30. Was all change or jewelry intelligently tidied (e.g. placed into a small jewelry dish) or left untouched? SERVICE
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31. Did all employees who encountered the guest smile and greet the guest with folded hands based on the time of day (folded hands not applicable in Egypt, Morocco, UAE and Saudi Arabia)? SERVICE
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32. If the employees who encountered the guest were wearing an apron, was it tied on the waist (not lower) and was the length of the apron one inch below the knee? EMOTIONAL INTELLIGENCE
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33. If the guest was in the room while the room was being serviced did employee offer any additional service before leaving the room and then thank the guest and offer a greeting based on time of day? SERVICE
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34. Did employees respect guest's presence when interacting with each other? SERVICE
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35. Was any temperature adjustments made by the guest on the thermostat left unchanged? EFFICIENCY
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36. Were the laundry and dry cleaning bags placed in a prominent location at turndown and did the laundry list have the guest name and room number pre-written (not applicable if guest is staying one night or for the next day's departure)? SERVICE
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37. Were towels that the guest wanted to re-use (placed on towel rail, hung on the bathroom hook or placed on the side of bathtub) neatly folded but not replaced? CLEANLINESS
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38. Was ice bucket refreshed (if ice bucket was available)? SERVICE
Oberoi Core Standard
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39. Was a weather forecast card for the following day, placed on the bedside table? SERVICE
Oberoi Turndown
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40. In the case of single lady travellers, were all employees that came to the guest's room female (i.e. housekeeping attendant, escort to the room, butler) with the exception of Sahl Hasheesh and Lombok? SERVICE
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41. Were any of the guest's loose electronic cables and wires (i.e. laptop, phone chargers, etc.) neatly coiled and fastened with a Velcro fastener? CLEANLINESS
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42. If guest is found using any kind of stationery as a base for a mouse, then was a mouse pad is gifted to the guest with a note? PRODUCT
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43. Was a laptop shammy or cleaning equivalent automatically placed next to the guest's laptop? PRODUCT
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44. If guest's clothes were moved from the room and placed in the closet was a card left in a prominent position to advise the guest of this? SERVICE
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45. Was an Oberoi hotels bookmark placed on top of guest's book(s) or magazine(s)? PRODUCT
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46. If the guest travels with idols/pictures/religious symbols, were these decorated with flowers/petals? SERVICE
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47. Were guest personal amenities that were almost empty automatically replenished with similar products (e.g. toothpaste)? SERVICE
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48. Was complimentary fruit replenished during turndown? FOOD
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49. During winter was hot water bag with quilted cover placed under the duvet cover near the pillow of the bed in tented accommodation (The Oberoi Rajvilas and The Oberoi Vanyavilas)? PRODUCT
Oberoi Differentiators Standards
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40. In the case of single lady travellers, were all employees that came to the guest's room female (i.e. housekeeping attendant, escort to the room, butler) with the exception of Sahl Hasheesh and Lombok? SERVICE
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41. Were any of the guest's loose electronic cables and wires (i.e. laptop, phone chargers, etc.) neatly coiled and fastened with a Velcro fastener? CLEANLINESS
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42. If guest is found using any kind of stationery as a base for a mouse, then was a mouse pad is gifted to the guest with a note? PRODUCT
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43. Was a laptop shammy or cleaning equivalent automatically placed next to the guest's laptop? PRODUCT
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44. If guest's clothes were moved from the room and placed in the closet was a card left in a prominent position to advise the guest of this? SERVICE
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45. Was an Oberoi hotels bookmark placed on top of guest's book(s) or magazine(s)? PRODUCT
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46. If the guest travels with idols/pictures/religious symbols, were these decorated with flowers/petals? SERVICE
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47. Were guest personal amenities that were almost empty automatically replenished with similar products (e.g. toothpaste)? SERVICE
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48. Was complimentary fruit replenished during turndown? FOOD
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49. During winter was hot water bag with quilted cover placed under the duvet cover near the pillow of the bed in tented accommodation (The Oberoi Rajvilas and The Oberoi Vanyavilas)? PRODUCT
Oberoi Differentiator Standards
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50. At any time during the interaction, did the employee provide service to surprise and delight the guest (can only be marked as met or not applicable)? SERVICE
