Coronavirus hotel protocalls

Arrowhead is following enhanced cleaning standards for hotels.

ENHANCED INDUSTRY-WIDE
HOTEL CLEANING STANDARDS
in response to COVID-19.
The hotel industry has a
longstanding commitment
to cleanliness and safety
for our employees and guests. We continue
this commitment during the public health crisis.
The following health and safety guidelines
represent best practices for the hotel industry,
in accordance with CDC guidelines, during the
re-opening phase of the economy. It is anticipated
that these guidelines and protocols will evolve
based on the recommendations of public health
authorities and must be done in compliance with
any federal, state and local laws.
Dear Valued Member,
Hospitality at its core is an industry of people taking care of people. The safety of our
guests and employees has always been our number one priority. Now as we work to
reopen our nation’s economy, we want to ensure travelers that hotels will be cleaner
and safer than ever before when they are ready to resume traveling once again.
To meet the new health and safety challenges and expectations presented by
COVID-19, the American Hotel & Lodging Association (AHLA) is launching Safe Stay.
This new initiative is focused on enhanced hotel cleaning practices, social interactions,
and workplace protocols, while ensuring transparency throughout the guest journey.
Safe Stay will seek to change hotel industry norms, behaviors and standards to ensure
both hotel guests and employees are confident in the cleanliness and safety of hotels
once travel resumes.
This initiative represents a new level of focus and transparency for an industry
already built on cleanliness. Hotels have always had rigorous standards for cleaning
and safety. With Safe Stay we are enhancing these standards to boost consumer
confidence and doing so in accordance with guidance issued by public health
authorities, including the Centers for Disease Control (CDC).
We are honored to have America’s top hotel companies join us in this industry-wide
effort. We look forward to the day when Americans are confident to travel freely.
When that happens hotels will be ready to safely welcome everyone back. We can’t wait.
Sincerely,
Chip Rogers
President & CEO
Employee & Guest Health
Washing Hands
& Hand Sanitizer
CDC guidelines shall govern the duty of all hotel
employees to engage in frequent hand washing
and use of hand sanitizer. Washing hands with
soap and water is the preferable method. In
situations where soap/water is not available,
alcohol-based sanitizer is recommended.
Hand sanitizer dispensers shall include no less
than 60% alcohol content, where available,
and touchless where possible. As available,
dispensers shall be placed at key guest and
employee entrances and contact areas. At a
minimum, this will include lobby reception areas
and employee entrances, but could also include
any other reception areas, entire hotel lobby
areas, restaurant entrances, meeting spaces,
elevator landings, pools, exercise areas and other
public areas as applicable to the property.
Front of the
House Signage
During all times in which the usage of masks is
recommended by the CDC and/or other local
health authorities, health and hygiene reminders
shall be placed at high-traffic areas on property,
including the front lobby area at a minimum,
indicating the proper way to wear, handle and
dispose of masks.
Back of the
House Signage
Signage shall be posted at a minimum in the
employee break room and cafeteria, and other
areas employees frequently enter or exit. Signage
will remind employees of the proper way to wear,
handle and dispose masks, use gloves, wash
hands, sneeze and to avoid touching their faces.
Employee & Guest
Health Concerns
Responding swiftly and reporting to local health
officials any presumed cases of COVID-19
at the hotel property shall be a staff-wide
requirement. Employees exhibiting symptoms
of COVID-19 shall remain or return home. While
at work, employees who notice a coworker or
guest exhibiting symptoms of COVID-19 shall
immediately contact a manager. At a minimum,
hotels shall follow CDC guidelines for employers
and businesses, including instructing employees
to self-isolate for the required amount of time, as
defined by the CDC, from the onset of symptoms
and be symptom-free for at least three days
without medication.
Well-being checks of all employees, including
physical temperature checks where required by
law, shall be carried out.
Case
Notification
At minimum, confirmed cases of COVID-19
shall be immediately reported to local health
authorities in accordance with appropriate
actions recommended by the CDC.
Hand Cleaning
If not wearing protective gloves, all employees
shall follow CDC guidance regarding handwashing.
Employees shall wash their hands for at least
20 seconds, or use sanitizer when a sink is not
available, after any of the following activities:
using the restroom, sneezing, touching the face,
cleaning, smoking, eating, drinking, accepting
items from a guest (ID, cash, credit card, key
card), taking a break, and before a shift and as
needed throughout the shift. When possible,
employees shall wear gloves for added protection
and sanitation efforts. Proper hand hygiene,
in accordance with CDC guidelines, should be
followed prior to and after removing the gloves.
COVID-19 Training
All employees shall receive COVID-19 safety
and facility sanitation protocols training
recommendations from the CDC with more
comprehensive training, consistent with the
CDC, for employees with frequent guest contact
including Housekeeping, Food & Beverage,
Public Area Department, Hotel Operations,
Security, Valet/Door/Bell Services, and
Maintenance/Engineering.
Personal Protective
Equipment (PPE)
CDC recommendations along with federal
and local government regulations shall dictate
appropriate PPE to be worn by employees.
PPE, along with appropriate training for use
and disposal, shall be made available to any
employee upon request. Please refer to OSHA
for more information.
Employee’s Responsibilities
GENERAL ADVICE
Cleaning Products & Protocols
Cleaning products and protocols shall include
EPA-approved disinfectants that meet CDC
requirements for use and effectiveness against
viruses, bacteria and other airborne and bloodborne
pathogens. For more information, please refer
to the CDC guidelines on disinfecting buildings
and facilities.
Public Spaces and
Communal Areas
Cleaning and disinfecting shall be frequent (multiple
times per day) with an emphasis on frequent contact
with hard non-porous surfaces including, but not
limited to, front desk check-in counters, bell desks,
elevators and elevator buttons, door handles, public
bathrooms, vending machines, ice machines, room
keys and locks, ATMs, escalator and stair handrails,
gym equipment, pool seating and surrounding areas,
dining surfaces and all seating areas.
Guest Rooms
Cleaning and disinfecting protocols will require that
particular attention is paid to high-touch, hard nonporous 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. The frequency of room cleaning
during a guest’s stay may be altered based on
guest requirements.
Laundry
Linens, towels and laundry shall be washed in
accordance with CDC guidelines, including washing
items as appropriate in accordance with the
manufacturer’s instructions. Where possible, launder
items using the warmest permissible water setting for
the items and dry items completely. Dirty linen shall
be bagged in the guest room to eliminate excess
contact while being transported to the laundry facility.
Hotel Guest Elevators
Button panels shall be disinfected at regular intervals,
including the beginning of each housekeeping staff
work shift and continuing throughout the day.
Back of the House
Cleaning and disinfecting of all high touch areas
shall occur in accordance with CDC guidelines,
including at least twice per day in high traffic areas.
Handwashing stations and access to hand sanitizer
should be convenient and highly visible.
Shared Equipment
Shared tools and equipment shall be disinfected
after each shift or transfer to a new employee.
Room Recovery Protocol
In the event of a presumptive case of COVID-19 the
affected guest room shall be removed from service
and quarantined. The guest room shall not be
returned to service until undergoing an enhanced
cleaning and disinfecting utilizing EPA approved
products within CDC guidelines.
Food & Beverage
Food and beverage service shall reduce in-person contact
with guests and buffet service and also minimize dining
items for increased sanitation. Traditional room service
shall be replaced with a no-contact delivery method.
Traditional buffet service shall be limited, but when
offered, it should be served by an attendant wearing
personal protection equipment (PPE), and utensils should
be washed and changed more frequently. Portion controls
should be emphasized to reduce food exposed for long
periods. Sneeze and cough screens shall be present at all
food displays. Minimal items should be placed on guest
tables to allow for effective disinfection in between each
guest, including condiments, silverware, glassware, napkins,
etc. For certain segments, the use of prepackaged foods
and ‘grab & go’ items shall be the preferred method of
food delivery.
Physical Distancing & Queuing
As recommended by the CDC’s social distancing
guidelines, guests shall be advised to practice
physical distancing by standing at least six feet
away from other groups of people not traveling
with them, including any area where guests or
employees queue. Such areas shall be clearly
marked for appropriate physical distancing,
and where possible, encourage one-way guest
flow with marked entrances and exits. When
applicable, lobby furniture and other public
seating areas will be reconfigured to promote
social distancing.
Guest Rooms
In anticipation of individual concerns of guests,
housekeeping shall not enter a guest room during
a stay unless specifically requested, or approved,
by the guest, or to comply with established safety
protocols. Housekeeping shall maintain the practice
of cleaning rooms thoroughly following check-out.
Meeting and
Convention Spaces
Meeting and banquet arrangements shall allow
for physical distancing between guests based on
CDC recommendations.
Hotel Front Desk, Concierge,
and Parking Services
Front desk agents shall practice social distancing
including utilizing every other workstation to
ensure separation between employees whenever
applicable and possible. The use of technology to
reduce direct contact with guests, lobby
population and front desk queue is encouraged,
where feasible. In addition, contactless payment
processes are encouraged, and when not
available, employees should minimize contact as
much as possible. Self-parking options should be
emphasized, where possible. If valet service is
provided, disinfecting of contact points within the
vehicle is required. In addition, van and shuttle
service shall be limited, and disinfecting of contact
points will be required.
Pools and Beaches
Seating shall allow at least six feet of separation
between groups of guests.
Back of the House
Physical distancing among all employees shall
be practiced in employee dining rooms, uniform
control areas, training classrooms, shared office
spaces, and other high-density areas.
Physical Distancing
Published 05|01|20
Hotel industry health and safety protocols will be updated in accordance with CDC guidelines as we
learn more about COVID-19 and ways to combat it operationally for the safety of guests and employees.
Accor
AAHOA
Aimbridge Hospitality
Best Western Hotels & Resorts
Choice Hotels International
Davidson Hotels & Resorts
G6 Hospitality LLC
Hersha Hospitality Trust
Hilton
Host Hotels
Hyatt Hotels Corporation
InterContinental Hotels Group (IHG)
Loews Hotels & Co.
Marriott International
My Place Hotels
Noble Investment Group, LLC
Omni Hotels & Resorts
Pebblebrook Hotel Trust
Radisson Hotel Group
Red Lion Hotels Corporation
Red Roof
Remington Hotels
Vision Hospitality Group
Walt Disney
Wyndham Hotels & Resorts
For more information about the Safe Stay Program,
visit AHLA.com/SafeStay
Safe Stay Advisory Council Is Comprised of Industry Leaders
Representing All Segments of the Hotel Industry
ADVISORY COUNCIL