Bringing COVID-19 safety to life
Twelve global COVID-19 best practices – guest safety at a glance
Hotel staff – All staff should receive a comprehensive COVID19 training. The training should include, the use of PPE, social distancing, disinfection procedures, donning & doffing and cross-contamination awareness. Staff shall wear face masks in enclosed public spaces and during circumstances where social distancing is not possible. Rethink the way how bellboys handle guest luggage to avoid cross-contamination. It is important that all staff are practising Social Distancing and leading by example.
Hand sanitiser – If hand washing facilities are not readily available, the property should provide an appropriate alcohol-based hand-sanitiser, containing at least 60% ethanol or 70% iso-propranolol is recommended. Hand-sanitiser stations should be scattered throughout the entire hotel.
Elevators – The risk of cross-contamination in confined spaces, such as elevators, should be identified in the Risk Management Plan. Safety measures for people using the elevators, such as limiting the numbers in the elevator at one time, providing hand-sanitiser, ensuring elevator buttons are cleaned frequently should be implemented.
Social Distancing – Common areas should have safety measures in place (e.g. spacing between tables, limited seating, service of food & beverages etc.). Where practical, separate exit and entry points are set up to minimise contact. Measures are implemented a certain way to restrict numbers on the premises, including maintaining the maximum number allowed of people at any one time.
Air flow – Adequate ventilation in public areas with fresh air rather than recycling air reduces the overall risk of spreading of communicable diseases.
Interior design – The coronavirus has caused to set up the interior in the hotel lobby a certain way to mitigate the overall risk. It has changed the way hotel lobbies are now getting decorated and how to clean fabrics on upholstered furniture to keep people safe. Consider social distancing measures for the layout of your seating areas in your foyer, lounge and common areas.
Social distancing reminders – Social distancing measures should be clearly visible. Floor or wall markings or signs are available to identify the distance between persons for queues and waiting areas. This does not need to be necessarily too intrusive.
Communication – The hotel/resort is practising good COVID19 Communication throughout the entire guest’s journey from reservations to departure. Informing the guest prior to arrival of COVID procedures in the hotel. Daily updates of conditions in the hotel and special requirements. Using technology to support contactless services, including payments, communications, digital contact-tracing, NFC-technology and access control via guest’s smartphone.
Certification – The Sky Touch Global certification increases the value of your brand by rebuilding trust. The program is based on international best practices and guest expectations and it provides independent validation that your hotel practices safe methods to protect it’s guests and staff. The auditing process detects and mitigates potential hazards, identifies vulnerabilities so you can develop Standard Operating Procedures to meet your government guidelines.
Temperature screening – Temperature recording should be carried out on guests on arrival and on regular intervals. This can be done unintrusively by making it part of the bar/restaurant entry condition. Using technology that can record guests temperature and details from check-in. A rise in temperature is the only recordable symptom of a possible infection that can be carried out by hotel staff. This early detection allows for containment procedures to be initiated if required.
Front of House – Where practical, physical barriers should be installed, such as plexiglass around counters involving high volume interactions with customers to protect the front of house staff from COVID19. All staff members have been provided with information about COVID19. The information complies with the guidelines from the Health Authority. The hotel/resort has an Emergency Management Plan (EMP) that considers the evacuation of potential COVID19 infected guests.
Cleaning– The hotel/resort should have a designated and trained sanitation team, that is trained in disinfecting and cleaning hazardous areas. A Cleaning Schedule for the frequent sanitation of all areas that are high traffic and high contact. e.g. handrails, doors, lift buttons etc. is in place. Touchpoints and surfaces are frequently cleaned with detergent or disinfectant (including shared equipment and tools, POS-Terminals, touchscreens, tables, countertops and sinks).
Guest Safety at a glance
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We cover the following areas in the safety audit:
• Business Continuity Planning;
• Managing Risks / Managing the Pandemic;
• Crisis Communication;
• Social Distancing Front of House / Back of House;
• Fire Safety under COVID-19 parameter;
• Service Delivery (Rooms, F&B, Luggage Handling);
• Transport of guests;
• Cleaning under COVID-19 parameter;
• Food Handling under COVID-19 parameter;
• Contactless payments;
• Training requirements;
• Changes to Hotel Security.
For more information please contact our COVID-19 Risk Navigators