The health of both our staff and our customers is extremely important to us, so we have put into place a hygiene guide, created in line with the recommendations of the healthcare services.
In this charter you’ll find details on procedures we have put into place with regards to staff, customers and other concerned parties in line with the new sanitary and hygiene rules.
No hugging, kissing or shaking hands
Avoid touching your face, in particular your mouth and nose: cough and sneeze into your elbow or a tissue.
Remember, mask wearing is only effective when:
• - Masks are washed and dried correctly at the advised temperature and frequency etc.
• - The mask covers both the nose and mouth
• - You avoid touching the mask when wearing it
Wearing a mask does not mean you can ignore social distancing and hand hygiene rules.
We have made hand sanitiser available and you will be supplied with a sufficient number of washable masks.
Disinfect your hands regularly for 30 seconds and every time you handle your mask.
Avoid sharing work tools (pens, staplers, payment terminals, your mouse etc.)
Work stations, payment terminals, screens, phones, tablets, keyboards, room key cards, pens etc. should be disinfected after each use.
Work stations should also be disinfected every time you begin working at them and throughout your shift.
The use of lifts is regulated: do not enter the lift with customers, lifts should be cleaned a minimum of every three hours.
We will air closed rooms as regularly as possible, for at least 15 minutes 3 times a day. We will avoid using air-conditioning wherever possible. For example in common areas.
We have placed a poster created by the health authorities detailing preventative measures in each living area of the hotel (entrance, reception, restaurant, toilets, rooms, staff rooms etc.)
When bookings are made:
We will try to set an arrival and departure time to stagger the number of customers in reception (an approximate time will be requested)
Customers are advised that invoices will be sent via email after their stay.
We will inform our customers of the new breakfast offer (when breakfast is included) and, if need be, we will notify them of services that are not currently being offered (bed making, daily towel changes and room cleaning etc.)
We have created a remote debit agreement (customers must complete the authorisation form upon arrival)
Left luggage is no longer available and customers are invited to leave their luggage in their room instead.
Check in/Check out waiting area:
Hand sanitiser will be made available to all customers as soon as they arrive at the hotel. This sanitiser will be placed in all areas where it is deemed necessary
Social distancing markers will be in place showing 1m and 1.5m.
A plexiglass screen will be in place at reception or staff will be provided with visors.
Customer Arrivals/Departures:
When customers arrive we will inform them of the hygiene measures in place.
Customers will be asked to respect their arrival and departure time to minimise the number of customers waiting in reception.
We recommend payment by card.
We will ensure key cards/badges and other materials handed in by the customer are cleaned with disinfectant along with the area these are left in.
A/ Common areas:
We are increasing disinfection protocols on surfaces, lifts and permanent contact points (handles, doors, ramps etc.)
Washing and damp disinfection are the preferred cleaning methods:
1. Clean with a single-use cloth soaked in detergent.
2. Leave to dry
3. Disinfect using diluted bleach and a fresh single-use cloth. Standard disposal methods for potentially contaminated waste.
B/ Bar, Kitchen
We are increasing disinfection protocols on surfaces and contact points.
The use of lifts should be regulated (place a poster next to the lift) and lifts must be cleaned every 3 hours.
1B. Before any act of cleaning, PPE should be put on and personal anti-bac spray should be used.
2B. The following should be deep cleaned during service using appropriate products:
- Utensils
- Knives and utensils should be disinfected and placed in a closed area
- Shelves
- The outside of bins and any other items*
3B. The following should be deep cleaned after service with the appropriate products:
- Work surfaces
- Fridge and freezer doors, the outside of the dishwasher, cooking materials
- Shelves
- The outside of bins
4B. Throughout the day, and at least once after each service we will clean:
- Door handles
- Switches
- Handles on cupboards, fridges and ovens
5B. Following steps 2 and 3, a single-use dry cloth will be used for drying
6. Take off your PPE and throw it away after each service
Shared toilets:
Soap, hand sanitiser and paper towel dispensers will be checked very frequently to ensure they are working properly.
Toilets and taps will also be monitored and checked several times a day for cleanliness and proper function.
Cleaners will leave rooms alone for at least 3 hours once vacated before entering.
Daily cleaning, bed-making and towel changing will no longer take place (customers are informed of this both when booking and upon arrival)
We will make clean linen and fresh toiletries available for customers who are staying more than one night when requested.
Used rooms must be left empty for 24 hours after the customer has departed.
Staff must avoid entering rooms while a customer is staying until they have left.
Housekeepers' uniforms and the locker room are cleaned each time employees arrive and leave.
Housekeepers use gloves which they change between each room or disinfect with sanitiser between each room. Rooms are aired for a maximum of 6 hours after the customer has departed.
In addition to standard cleaning procedures, we disinfect anything the customer may have touched, using virucidal disinfectant. Below is a list of touch points and items to disinfect in the rooms:
• Door handles
• Desk, table, chairs, lamps (shade, base, switch)
• Drawer handles (chest of drawers, desk)
• Switches and thermostats
• Curtain pulls
• Mini-bar, menu and accessories
• Telephone, remote control, television
• Bins
• Window handles, window frame
• Straps, luggage holders
• Anything that may have been touched: floor, headboard etc.
Clean and dirty laundry should never come into contact with one another.
If a member of staff has Covid symptoms (temperature, cough, difficulty breathing), we will try to minimise contact with other individuals in the hotel:
The staff member should immediately stop work and seek medical help.
The staff member must be isolated in a dedicated room while respecting social distancing measures (1 metre) and wearing a mask as a minimum.
Contact occupational health or the person’s GP for medical advice.
If it does not seem serious, arrange for the staff member to return home avoiding public transport.
If it looks serious (respiratory distress), contact the Samu (emergency services) on number 15 for them to take over quickly.
Once the staff member has been assisted by the health authorities, contact occupational health and follow the advice for cleaning the work station.
Dispose of gloves and other disposable objects which have been in contact with the affected person in a secure plastic, single-use bag.
The person can be isolated in a room until local healthcare authorities take over.
No visitors may enter the room occupied by the affected customer.
If rooms are available, those accompanying the affected person should be moved to a different room.
If they meet the conditions of a suspected case of Covid, they will be transferred to a designated healthcare establishment.
The housekeepers on duty should take care of cleaning and disinfecting the room occupied by the affected person following the disinfection protocol and respecting personal protection measures.
Any person who has had low risk exposure should be encouraged to take certain preventative measures: monitor themselves for Covid-19 symptoms (temperature, cough, breathing difficulties) from the day the confirmed case left the hotel and for a further 14 days.
If the presence of symptoms indicates a case of COVID-19 within 14 days, they must isolate and contact local healthcare services immediately.
We recommend the linen service company protect clean linen to prevent any contact with dirty linen before or after delivery.
We use a dedicated bag to collect bathroom linen which absolutely must not come into contact with clean linen.
Used linen is always separated from clean linen at every stage of the handling process.
For rooms with guests staying more than one night, clean linen is available to our customers at reception to avoid our staff entering the room as far as possible.
