ARRIVAL OF GUEST AND STAFF

SECTION 4 – ARRIVAL OF STAFF AND GUESTS
The purpose of this section is to provide guideline to management for the arrival of staff at staff entrance and guests into our properties.
1. ARRIVAL OF STAFF (Annexure E and Annexure F)
The processes below are mandatory for all staff arriving for work.
  • Safe social distancing demarcation at all staff entrances. Staff must constantly be reminded to keep a safe social distance
  • All staff reporting for work will have to have their temperature taken and this must be recorded. It is suggested that this process is allocated to a responsible manager who fully understands the protocols documented by the National Institute for Communicable Diseases (NICO)
  • Records are to be kept and any staff member showing signs of a temperature may not be permitted onto the property
  • Staff will have their shoes, clothes, handbag, cell phone and face mask sprayed with a sanitising spray
  • The staff member may then proceed to the staff bathrooms to wash and sanitise hands, change into work cloths and then wash and sanitise hands again. On job Training, of this process must be conducted during the training sessions
  • It is suggested that staff cell phone numbers are recorded and together with the IT Department a reminder SMS or WhatsApp message is sent to staff every half hour to wash or sanitise hands as a constant reminder and to keep staff safe.
  • Housekeeping training records kept on the correct cleaning methodology for public areas, back of house areas, restaurant, kitchen and guest bedrooms.
  • Only detergents containing a disinfectant will be used in all areas and together with the disinfectant detergent all surfaces and touch points will be sanitised. A record will be kept by the cleaning attendant of cleaning and sanitising schedules.
  • Shift rosters to be discussed with managers and supervisory staff to ensure limited contract with people. It is advised that staff are rostered into two teams with limited to no contract with one another. In the event that one member of the team falls ill, the whole team must be isolated. Please note that the risk of external infection obviously still remains.
  • Consider having two staff change rooms and stagger the arrival and departure times of each team coming on duty of going off duty to ensure no “cross contamination” or socializing in the change rooms.
  • After each staff change over all touch points must be sanitised.
  • Staff members that can continue to work remotely must continue to do so.
  • Areas that are not in use, for example: meeting rooms must be locked and are out of bounds, this assists unnecessary sanitising.
  • Staff meetings and numbers must be kept to an absolute minimum with conference call between departments taking place or if face to face meetings need to take place, ensure that social distancing takes place and sanitization before and after the meeting.
2. ARRIVAL OF GUESTS
You will need:
  1. Precautionary stock of face mask for guests
  2. Non-contact thermometer
  3. Sanitiser on arrival and throughout the stay
  4. Guest Screening Questionnaire (Annexure G)
  • All guests arriving at our properties must be treated with kindness and respect but they are to understand that we will do everything possible to ensure the wellbeing of all persons on the property and as such all safety protocols must be followed.
  • It is not business as usual.
  • Social distancing demarcation at all entrances and reception areas will be adhered to and security personnel are to be trained to enforce social distancing.
  • Guest luggage will be sanitised on arrival, guest shoes, hands will be sanitised and it is recommended that a face mask is handed to the guest on arrival in accordance with the instruction from the Department of Health dated 17 April 2020.
  • A guest screening station to be set-up in wind lobby or main entrance to the hotel building and every guest, before being allowed to check-in must complete the ‘Guest Screening’ document and have their temperature taken with a non-touch thermometer or IR scanner.
  • The screening station will be manned by a member of the hotel management team and every guest must sanitise their hands before interacting with hotel staff. The hotel employee at the screening station must wear full PPE (mask, gloves and apron).
  • Once cleared, the guest may proceed to reception to check-in.
  • If it is not practicable to arrange work stations to be spaced at least one and a half metres apart, the employer must arrange physical barriers to be placed between work stations or erected on work stations to form a solid physical barrier between workers while they are working
  • Guests should wear masks
  • Guests should be required to complete a check-in questionnaire to assess if they have any flu-like symptoms. Guests that present flu-like symptoms should not be allowed to reside in the hotel. A refund or postponement of their stay should be arranged
  • At check-in, the receptionist, before handing anything over for a guest to sign (guest registration card and pen), must Sanitise their hands and all items in front of the guest, before commencing with the check in. The guests in turn, must also Sanitise their hands again, before transacting with hotel staff E-checking service in???
  • NO CASH will be accepted during this time. Credit card and cleared EFT payments are the only accepted method of payment in this time
  • Each guest checking in must sanitise any credit cards before handing them over to the hotel receptionist if applicable and the receptionist will do the same in return. All credit card machines must be Sanitised before and after every use with an alcohol based sanitiser with an alcohol content of at least 70%
  • The receptionist must Sanitise the key card before handing this to the guest
  • Only one person can check-in or stand at reception at a time, but should more than one person be awaiting check­in, guests must queue at least 1.Sm apart from one another. The hotel must demarcate 1.Sm intervals clearly for guests to cue appropriately
  • Social distancing must be practised in the elevators and elevators must be demarcated

PUBLIC AREA, BACK OF HOUSE, WASTE AREA & GUEST BEDROOMS

SECTION 5
The purpose of this section is to provide guideline to management for the arrival of staff at staff entrance and guests into our properties.
PUBLIC AREAS
  • Hotel Spas will remain closed
  • It is recommended that Hotel transport must be demarcated for social distancing and limits the number of guests on transport to adhere to social distancing rule
  • It is recommended that hotel gyms remain closed unless hotels can ensure strict time allocation to guests and proper sanitization after each use
  • Saunas in hotels will remain closed
  • Swimming pools will remain closed. If possible the pool is to be covered with a pool cover and no entry signs placed at the pool
  • Staff working in public areas will wear a mask®
  • Staff working in public areas will only wear gloves when cleaning bathrooms. Gloves provide a false sense of security and might be seen by staff as replacing good hand washing and sanitising of hands
  • Hotel cleaning staff will continue to follow well documented cleaning methodology and continue to sanitise all touch points. A timetable will be issued by management on the frequency of sanitization as each property will, depending on footfall, require different frequency of sanitization
  • All “non-essential” decorative items will be removed from the public areas, example: magazines, newspapers, flower pots on tables, cushions, material hand towels in bathrooms
  • All public bathrooms will have hand sanitiser in addition to hand wash soap®
  • A Bio Spill Kit is to be made available to the cleaning attendant in the event of a guest vomiting or if any blood needs to be removed
  • At the end of shift all cleaning cloths must be soaked for 30 minutes in a disinfectant and then washed at a high temperature and tumble dried
  • Chemical caddies, mops, brooms, dusters and buckets must be washed with hot water and soap and sanitised at the end of shift
  • All bathrooms to be re fitted with paper towels to dry hands
BACK OF HOUSE AND WASTE AREAS
  • Staff bathrooms will have soap and hand sanitiser. Bath towels are to be made available to staff to shower before and after work if they need to ®
  • Staff will be allocated to clean all touch points regularly with disinfectant and sanitiser. Cleaning attendants will continue to follow well established cleaning protocols
  • A Biospil Kit is to be used if there is any blood or vomit in the back of house areas
  • Bio Hazard boxes are to be made available for the disposal of gloves and masks
  • All waste will not be sorted during this period
  • Waste areas will be kept spotlessly clean and all floors and bins washed and sanitised
  • Paper towels will be made available for staff to dry their hands
GUEST BEDROOMS
  • Staff cleaning waste areas will wear a face shield/mask, gum boots, industrial gloves and overalls. Gum boots will be sanitised after use, boiler suit washed in hot water and tumble dried and industrial gloves sanitised®
  • It is suggested that all non-essential items are removed from the guest room. An example of this would be decorative cushions, magazines, objet d’art, mini bar is cleared, extra blankets, additional towels, hand towels and face cloths, gowns. This will allow for a room to be cleaned easily and reduce the risk of contamination
  • No staff member may enter a guest room when a guest is present in the room
  • All cleaning attendants must wear PPE when servicing a guest bedrooms
  • Constant monitoring by management and supervisory staff of all areas to ensure that the processes are being followed
  • Soiled linen is folded and placed in plastic bags before transporting to the housekeeping department
  • Gloves must be worn when cleaning bathrooms. A mask must be worn at all times
  • Cleaning attendants are to sanitise their hands, clothes and shoes after every exit from a room and entry into the passage and the next room 
  • Standard well established housekeeping cleaning protocols are to be followed and ensuring that each member of the team have the correct colour coded cloths, cleaning detergents with disinfectant and hand sanitiser
  • Re-enforcement of touch points and sanitising of high risk areas
  • Hotels with access to Lobster Ink should re-enforce cleaning protocols
  • Should a guest or staff member test positive it is recommended that a Terminal Clean is conducted by Health Care Division by industry partners
Refer to the following websites for ease of reference:
  • Reference to Annexure H Er I