GENERAL HOTEL HEALTH
The health and safety of our employees and guests will always be our number one priority.
Temperature checking Kiosks will be present at our entrance. Points of entry will be limited to ensure the use of Kiosk is necessary. Employees or guests confirmed to have a temperature over 100.4°F will not be allowed entry to the property and will be directed towards appropriate medical care.
Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while standing in lines, waiting for elevators, or moving around the property. Restaurant tables, other physical layouts will be arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. All resort outlets will comply with or exceed, local or state-mandated occupancy limits.
Hand sanitizer dispensers, touchless whenever possible, will be placed at key guest and employee entrances and contact areas such as reception areas, hotel lobbies, restaurant entrances, meeting spaces, elevator landings, pool, and exercise areas. Hand lotion, to prevent skin from drying out due to frequent sanitizing, will also be provided in guest rooms.
Employees are required and guests will be asked to wear appropriate masks or face coverings which will be provided by the hotels. At management’s discretion guests may be allowed to remove their face covering when other safety protocols are available. Guests may be required to briefly lower face coverings for identification purposes in compliance with regulatory and safety requirements.
FRONT OF THE HOUSE SIGNAGE
There will be health and hygiene reminders throughout the property including the proper way to wear, handle and dispose of masks and face coverings.
BACK OF THE HOUSE SIGNAGE
Signage will be posted throughout the property reminding employees of the proper way to wear, handle and dispose masks and face coverings, use gloves (in positions deemed appropriate by medical experts), wash hands, sneeze and to avoid touching their faces.
FOOD AND BEVERAGE GUIDELINES:
- All staff members to be certified in food handler.
- All guest-facing staff to wear masks.
- All employees are trained on the importance of frequent hand washing, the use of hand sanitizers with at least 60% alcohol content and give them clear instruction to avoid touching hands to face.
- All employees required to take health check, survey and/or temperature prior to shift.
- All employees are required to report any fever or illness to supervisor.
- Any sick employees are prohibited from the workplace and may only return after the employee self isolates for seven days from the onset of symptoms and be symptom-free for three days without medication (as per CDC guidelines).
- Limit the number of customers in the restaurant to comply with proper social distancing guidelines.
- Customer seating and bar seating to be either 6’ apart or reduced to appropriate capacity based on state and local requirements.
- Where practical, physical barriers such as partitions or Plexiglas barriers will be utilized.
- Table seating to be limited based on state and local authority.
- Tables, chairs, and bars to be cleaned and sanitized after every use.
- Common areas and high customer contact areas (i.e. door entrances) to be cleaned and sanitized at least once per hour.
- Restrooms to be checked regularly and cleaned and sanitized based on frequency of use.
- Place settings, utensils, and menus to become either single-use or cleaned/sanitized after every use.
- Condiments are not to be left on table, provided upon request and cleaned after usage or single serve should be used (salt, pepper, salad dressings, syrup, etc.)
- Hand sanitizer or washing stations upon exits/entrances.
F & B OPERATIONAL GUIDELINES
- Table settings, including all china, glass and silverware, to be set after the guest is seated; tables not being used should remain unset.
- All flatware to be provided as a roll-up using a disposable or properly cleaned cloth napkin.
- Drink Refills will be provided in a fresh glass or poured directly from a pitcher; no contact should be made with a glass that a guest has already used.
- Restaurant and bar guests to be provided a disposable tissue or mat surface to place their mask or face covering on while dining.
- All straws to be wrapped.
- Napkins not to be placed in a guest’s lap or refolded by staff.
- Bar snacks will be served per individual guest request and not shared by a table.
- All linen, including underlays, to be replaced after each use.
- Clean and soiled linens to be transported in sealed single use plastic bags into and out of dining area.
- All Staff will practice proper hand hygiene before serving food or beverage items and again after handling the removal of food or beverage items from a table or bar.
- All equipment will be disinfected at least once per hour and at the end of each shift
- Food Runners and Bussers will disinfect all doors, handles and high contact surfaces at least once per hour.
- All Room Service orders will be delivered on trays with tray stand in hallway and notify guest when the order is outside of the guest’s room (plate covers remain) – guests will retrieve their own order.
- Request that guests notify Dining Room when finished with their meal and place their tray in the hallway outside of their room.
- Printed menus to be removed from guest rooms.
- Provide Guest a Daily Menu upon check in or provide instruction for online order.
CLEANING AND DISINFECTING PROTOCOL
- Host Stands including all associated equipment to be disinfected at least once per hour
- Service stations, service carts, beverage stations, counters, handrails and trays to be disinfected at least once per hour and logged by a manager
- POS terminals to be assigned to a single server where possible and disinfected between each user and before and after each shift. If multiple servers are assigned to a POS terminal, servers will disinfect their hands after each use
- Dining tables, bar tops, stools and chairs to be disinfected after each use
- Condiments to be served in single use containers (either disposable or washed after each use)
- Pens and all other reusable guest contact items to be either disinfected after each use or single use
- Menus and check presenters to be single use, disposable or laminated to allow for disinfection between uses
- Existing porous placemats (Room Service) to be replaced with linen, single use disposable or non-porous placemats that can be machine washed an disinfected after each use
- Disinfect trays (all types) and tray stands disinfected after each use
- Storage containers to be disinfected before and after each use
- Food preparation stations to be disinfected at least once per hour
- Kitchens to be deep cleaned and disinfected at least once per day
- Food and beverage items being prepared to be transferred to other employees using contactless methods (leaving on expediting tables, conveyors, etc.)
Daily Pre-Shift & Timekeeping.
- Employee pre-shift meetings will be conducted virtually or in areas that allow for appropriate physical distancing between employees.
- Larger departments will stagger employee arrival times to minimize traffic volume in back of house corridors and service elevators.
- Hand sanitizer will be available at each timeclock location and employees will be required to sanitize their hands after clocking in.
- Our management team will ensure constant communication and proper PPE, cleaning and disinfection procedures are followed and updated per the latest expert guidance.
Personal Protective Equipment (PPE).
- Appropriate PPE will be worn by all employees.
- Training on how to properly use and dispose of all PPE will be mandatory.
- Gloves and face masks will be provided to employees whose responsibilities require them as determined by medical experts including housekeeping and public area attendants in direct contact with guests.
Face Covering & PPE Distribution Locations
Back of the House
- Employee Entrances (Face Coverings) (Gloves) (Face Shields)
- Housekeeping Department
Public Spaces and Communal Areas.
The frequency of cleaning and disinfecting will be increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to:
- Front desk check-in counters
- Bell desks
- Elevators and elevator buttons
- Door handles
- Public bathrooms
- Stair handrails
- Gym equipment
- Dining surfaces and seating areas.
- Large public restrooms throughout the hotel will undergo an additional disinfection utilizing Ultraviolet Light (UV) technology on an hourly basis.
- Industry leading cleaning and disinfecting protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring including drapery, air conditioning and lighting.
- Upon check out each room will be quarantined for 24 hours, then thoroughly cleaned and disinfected using electrostatic spray technology; rooms will then be sealed with a disinfection label.
Room Recovery Protocol
- The guest room will be removed from service and quarantined for a minimum of 24 hours before cleaning and disinfecting.
- All rooms will be thoroughly cleaned and disinfected with UV or electrostatic spray technologies.
- In the event of a positive case, the room will only be returned to service after undergoing an enhanced disinfection protocol that meets or exceeds COVID-19 Enhanced Guest Room Cleaning protocol and applicable state laws which require the room remain out of service for a minimum of 48 hours following the complete disinfection of the room10.
- All bed linen and laundry will continue to be washed at a high temperature and in accordance with CDC guidelines.
- Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.
- All Clean linen will be bagged individually and delivered to each room to prevent contaminations.
All housekeeping carts and equipment will be sanitized/disinfected at the start and end of each shift.
Back of the House
- Frequency of cleaning and disinfecting will also increase in high traffic back of house areas with an emphasis on the employee dining rooms, employee entrances, employee restrooms and offices.
FRONT OFFICE GUIDLINES
- All employees will receive a hotel training and an individual department training.
- This will cover COVID-19 safety protocols including, but not limited to:
- Proper hand hygiene
- Coughing and sneezing etiquette
- Proper face covering and PPE usage
- Proper social distancing
- The differences between cleaning, sanitizing and disinfecting
- COVID-19 symptoms
- Reporting protocols
- Employee illness and absence policies.
Personal Protective Equipment (PPE)
- Appropriate PPE Will be worn by all employees based on their role and responsibilities and in adherence to state and local regulations and guidance.
- Gloves will be provided to all employees who must wear them
- Visitors will be screened for temperature
- Visitors will be asked to use hand sanitizer
- Visitors will be required to have a face covering on to enter building
- The desk will have a plastic covering around it with a small hole at the bottom to slide items through
- A credit card swipe will be placed on the desk for the guest to place the credit card themselves
- Or the credit card on file will be used
- NO touching the guest card yourself
- NO CASH TRANASACTIONS.
- We must also notify the guest the form of payment they our providing is the final method of payment.
- Guest will show ID through glass
- During the Guests’ stay there will not be room moves
- Room moves will only be permitted when a room has an issue that cannot be corrected
- If a room is moved, please contact housekeeping immediately
- When a bellman is on duty and is needed for luggage assistance and check in, the bellman will bring up the luggage before the guest arrives to the room
- During checkout the bellman will collect the luggage after the guest leaves the room
- Bellmen will not open or close car doors
- After each guest interaction with the bell cart the bellman will disinfect the cart
Coat Check- Luggage hold
- At this time we will not be holding coats and we will not be holding luggage in the bell closets
- Valet parking will be suspended until further notice
- Night Audit will have all the bills delivered to the guest rooms.
- When you start your shift please complete credit check to make sure all credit cards are correctly working.
- As stated above, guest has already been told the final method of payment was provided at time of arrival.
- We can re print receipts if needed.
- Make sure to only check out guests who come to the desk
- For all other checkouts, confirm with housekeeping
- Only people who are checking in together may ride the elevator together
- At this time we will not be giving out gift bags at the Front Desk
- If a group needs bags to be given out we will have them dropped to the guest room after arrivals.
- It will be done at a charge of $2.00 per bag
- The desk will be provided with cleaning supplies
- Clean all guest touchpoints after each interaction
- Credit card devices
- Registration countertops
- Bell carts
- Wheel chairs
- Desk plastic covering
- Front Office area countertops
- Computer equipment
- Key machines
- Door handles
- All areas in use by GSA should be cleaned before each shift change.