Please Note : Full refund will be provided in case of lockdown imposed by respective state government upon providing us a newspaper picture declaring the same and a Covid-19 positive certificate of the guest travelling is tested positive and the room/accommodation for that specific guest only will be cancelled.
Main porch arrival (by own car)
Procedure
1. Guests to be greeted with folded hands (Namaste), maintaining a safe distance, with no physical contact.
2. Security personnel to check guest temperature, sanitise hand baggage and baggage handles with Oxivir (10ml in 1 ltr of water) and to wear a face mask, face shield and disposable gloves at all times.
3. Security personnel to offer car door assistance and step back maintaining safe distance.
4. Sanitisation tray to be placed at the Security. The tray will have a hand sanitizer and luggage sanitizer.
5. Everyone entering the hotel will undergo a temperature check at the security gate. The hotel doctor will be informed about the issue of the guest who has a temperature of more than 99° Fahrenheit. If required, assistance will be provided to ensure further medical care.
Baggage Service
Procedure
1. Guests to be offered the option of carrying their own luggage or having it delivered to their room.
2. Baggage to be delivered within a standard time. The bell boy to deliver the bags prior to guests reaching the room encouraging less physical contact and prompt delivery.
3. Bell boy to maintain safe distance from the guest while collecting guest baggage.
4. All guests requesting baggage assistance on departure must be offered an option to place their bags outside the room to maintain safe distance.
5. Guests to be encouraged to download the newspaper through their electronic devices.
Procedure
1. Front Desk to be cleaned and disinfected using R1 Super after every two hours. All counters to also be cleaned and disinfected after every guest use.
2. Desk telephone to be cleaned and sanitised using R1 Super after every use.
3. Laptop screen / keyboard / mouse / printer to be sanitised with Oxivir (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
4. EDC machines to be sanitised with Oxivir (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
5. Hand sanitizers / disinfectant wipes and disposable masks should be available at all times.
6. Hand held walkie - talkie to be sanitised with Oxivir (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
7. Front desk furniture to be sanitised every two hours and also after each use with R1 Super.
Arrival At Lobby
Procedure
1. Guest to be greeted with folded hands (Namaste), while maintaining a safe distance at all times.
2. In case a guest wishes to have hand luggage sanitised, disinfectant wipes to be offered.
3. For all pre-booked guests, all check-in formalities should be completed online to minimise time spent by the guest at Front Desk.
4. All guest key tags to be sanitised using Oxivir concentrate.
Escorting to the guest room
Procedure
1. While escorting guests to the room and explaining guest facilities, safe distance to be maintained at all times.
Rooming
Procedure
1. Prior to opening the door the Room Attendant should take guest's permission to enter the room to explain guest room features. Avoid touching any furniture and fixtures in the room.
Check-in formalities
Procedure
1. Signature for digital registration and identification to be scanned with minimum contact, while maintaining safe distance. Guests to be informed to send photo ID by mail.
2. Advise the guest at the time of check in to inform their check out plans in advance so that the bills can be made ready.
3. Medical kit available at Front Desk to include masks, disposable gloves and bio disposable garbage bag.
Procedure
1. The car to be sanitised before proceeding to the airport / railway station for guest arrival or departure.
2. Chauffeur to wear a face shield along with a face mask and disposable gloves. Gloves to be changed after every trip.
3. Paging board and umbrellas to be sanitised using R1 super.
4. Only 02 guests to be accommodated in a car to ensure safe distancing is maintained. In case of families travelling, decision to be taken on offering two cars. While taking the car request at the reservation stage, seating needs to be planned and communicated to guests.
5. The car should be equipped with sanitizer and disposable face masks. These should be offered to the guest before seating.
6. The chauffeur must maintain a safe distance from the guest.
Procedure
1. Team members at the Concierge Desk need to wear disposable gloves, face masks and face shields. At least 2 meters gap needs to be provided between a team member and guest at all times.
2. Clean and sanitise the Concierge Desk using R1 Super.
3. Desk telephone to be cleaned and sanitised using R1 Super.
4. Laptop screen / keyboard / mouse / printer / iPads to be sanitised with Oxiver (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
5. Hand sanitizers, disinfectant wipes and masks to be placed at a prominent location visible to guests and to be offered whenever they are leaving the hotel (shopping, sightseeing, departure).
Miscellaneous request
Procedure
1. Get well soon e-mail should be sent to a guest who is unwell and had called the Front Desk for a doctor or medicine. No card and flowers to be placed in the room.
2. Any request item like nail clippers, stationery etc. should be sanitised first and delivered on a tray by a team member wearing a mask, face shield and gloves.
3. All articles (parcels / courier / shopping bags etc.) being received or given to the guest must be sanitised. This is for items already available at Concierge and those being purchased from outside the hotel, on guest request.
4. Front Office Assistant to get the courier. All couriers to be sanitised before delivering to the guest.
Procedure
1. All left luggage to be sprayed with disinfectant spray before storing in the Left Luggage Room.
2. Luggage room door and handles to be sanitised using R1 Super.
3. All the storage spaces to be sanitised using R1 Super.
4. Wheel chairs to be sanitised using R1 Super.
5. Baby cot to be sanitised using R1 Super.
Procedure
1. Airport Representative/ driver to greet the guests with folded hands (Namaste), while maintaining a safe distance.
2. Airport Representative/ driver to maintain a safe distance from general public at the airport, must wear a mask and disposable gloves and carry a hand sanitizer.
3. Guests to be informed of the car being sanitised for their use.
4. Airport Representative/ driver to escort the guests to the car while maintaining a safe distance.
Procedure
1. The Fitness Centre Operator to wear a face mask and disposable gloves.
2. A record to be maintained of all guests visiting Fitness Centre such as guest name, time in and time out.
3. Telephone to be sanitised after every guest use with R1 Super.
4. Each hotel to determine the maximum number of guests in the Fitness Centre in order to practice safe distancing. If a guest arrives without prior appointment and the gym is occupied to its capacity, alternate time slot to be offered to the guest.
5. Outdoor exercise option to be offered as an alternative to gym wherever possible.
6. Soiled towels basket to be sanitised using R1 Super every time the basket is cleared.
7. Hand sanitizers and surface sanitizer to be placed inside the Fitness Centre for guest's use.
8. All equipment to be sanitised after every guest use.
9. Yoga mats to be sanitised and secured.
10. All touch points to be sanitised after every guest use such as door knobs, TV and music remote control, switch plate, thermostat, minibar handle etc.
Procedure
1. Team members to follow all prescribed procedures while following hygiene protocols.
2. Team members checking guest temperature to wear face masks, face shield and disposable gloves.
3. Team members to greet guests with a salute while maintaining a safe distance of at least 6 feet.
4. Team members to sanitise their gloves frequently and change them while returning from a break.
5. Laptop /desktop screen / keyboard/ walkie talkie to be sanitised with Oxivir solution (4ml in 1 ltr of water) which is to be sprayed on a clean duster and then applied.
6. All other equipment to be cleaned and sanitised with R1 Super.
Procedure
1. Team members checking temperature to wear face masks, face shield and disposable gloves.
2. Body temperature and face mask to be checked for all team members before they are permitted into the hotel premises.
3. All personnel entering the hotel will undergo a temperature check. Should the temperature of the team member be above 99 degrees Fahrenheit, HR / Duty Manager to be informed. Temperature log to be maintained where mandated by local authority.
4. Safe distance to be maintained at all times while entering the hotel.
5. Team members to sanitise their personal hand bags using oxiver (10 ml in one litre of water) prior to entering the hotel.
6. All team members to sanitise their handbags at the sanitisation table placed outside the time office. A pedal dustbin to be available near the sanitisation table.
7. Visitor movement to be regulated with prior appointments. HODs to keep team entrance security informed of any such appointments.
8. Team member to assist Purchase team for the movement of material.
9. Team members to sanitise their hands frequently.
10. Digital thermometer to be sanitised.
11. Security cabin, counter tops and work stations to be sanitised using R1 Super.
12. Touch points of the team entrance gate to be sanitised.
Procedure
1. All doors, handles, knobs and work station to be sanitised using R1 Super.
2. CCTV video wall and peripherals / laptop screen / keyboard / mouse / IT related peripherals / fire panel box to be sanitised using Oxivir solution (4ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
3. Security assistant to ask team members to make an entry into the key register with their own pen while issuing or receiving keys. If required, a sanitised pen to be offered. All keys to be sanitised using R1 Super before being issued or when being deposited.
Procedure
1. External areas to be sprayed twice a day with Oxiver (10ml in 1 ltr of water).
2. Main gate and Security cabin to be cleaned using R1 Super. Touch points of the gate to be cleaned using R1 Super.
3. All garden furniture to be sanitised at the beginning of each shift & after every guest use, using R1 Super.
4. Team members to sanitise their hands after cleaning any surface
Procedure
1. Ash urn in smoking area to be cleaned using Oxivir (10ml in 1 ltr of water).
2. 3M mats / coir mats to be disinfected by spraying Oxivir (10 ml in 1 ltr of water).
Procedure
1. Floor to be frequently dry mopped and damp mopped using R1 Super. Oxivir concentrate should be used for mopping the floor prior to and after each meal period.
2. Restaurant tables and chairs to be cleaned and disinfected using R1 Super. Oxivir .concentrate to be used for disinfecting furniture in the restaurant.
Buffet counter and service station to be cleaned using R1 Super and a final wipe of Oxivir concentrate.
Procedure
1. Chlorine dosage should be monitored and maintained at 0.8 – 1 ppm and PH value of 6.5 -7.5.
2. Step rails to be frequently wiped and disinfected using R1 Super.
3. Chaise lounge cover (towel) to be changed after each guest use. The chaise lounge to be cleaned using R1 Super.
4. Swimming pool accessories to be cleaned and sanitised using Oxivir concentrate.
5. Pool furniture to be realigned maintaining safe distancing norm (distance between each pool lounger to be at least 2 metres).
6. Basket for towels to be cleaned with R1 Super and sanitised before placing fresh towels. Only two fresh towels to be placed per basket. Even if one towel is used, both towels to be sent for washing.
Procedure
1.Deep cleaning of guest rooms to be done using Oxivir concentrate with extra focus on areas / surfaces such as door handles / knobs, remote control, writing table top, switches, telephones, water closet flush handle, health faucet, vanity counter and bathroom floor.
2. Draw sheet, pillow protector to be sent to laundry for washing.
3. Ironing board covers to be sent to laundry for cleaning.
4. All pillows, cushions, duvets, overlay / mattress protectors to be sent to the laundry for cleaning. Tumble drying to be done for 20 minutes at 88 degrees Centigrade (190.4 degrees Fahrenheit).
5. Face masks and disposable gloves to be worn by team members while cleaning. In the presence of a guest in an occupied room, face shield should also be worn.
6. Team members to wash their hands after servicing each room.
7. Heavy curtain, sheer curtain, blinds, rugs, durries, bed skirting, upholstered furniture and head board to be sprayed with Oxivir (10 ml in 1 ltr of water).
8. Post departure, all glassware (mini bar, bed side table, bathroom tumbler) to be sent for cleaning. In occupied rooms used glasses to be replaced with clean glasses from the pantry / trolley which have been cleaned in the dish wash at a temperature of at least 80 degrees Celsius.
9. Post departure all unused room linen and bath linen to be sent to the laundry for washing.
10. Revision of extra cleaning check list to be done focusing on common touch points.
11. All guest request items to be cleaned and sanitised before giving these to a guest.
12. Hand sanitizer (minimum 70% alcohol strength) to be placed in all guest rooms prior to arrival.
13. One toilet roll to be opened and the other toilet roll to be left in the packaging without removing the wrapper.
14. For the safety of our guests, rooms will be sanitised after guests check out, kept vacant for 24 hours and then allocated. (Policy to be reviewed on monthly basis).
Procedure
1. All light fixtures and artwork to be cleaned using R1 Super.
2. All fire hydrants doors and fire extinguisher handles to be cleaned using R1 Super.
Procedure
1. Staff lockers to be cleaned using R1 Super. Floor to be mopped using Oxivir concentrate.
2. Sanitizer to be made available in the locker room.
3. Touch points like urinal flush handle, water closet flush handle, health faucet and wash basin knobs to be frequently cleaned using Oxivir concentrate.
4. Shift timings to be planned to allow staggered usage of lockers and cafeteria.
Procedure
1. All offices to be cleaned using R1 Super. Focus on touch points such as switches, door handles, thermostat, counter tops, drawer knobs and furniture.
2. All electronic items to be cleaned using Oxiver (4 ml in 1 ltr of water).
Procedure
1. Team members to wear disposable gloves, mask and a face shield. Gloves and mask to be changed after every meal period / break.
2. Hostess to greet all guests with folded hands.
3. Server to maintain safe distance at all times whilst communicating with guests.
4. Glassware to be held by the base / stem during beverage service.
5. Clearance from the table to be done expediously while minimising contact with the table.
6. Tablet, stylus and EDC machine to be sanitised before and after each use.
7. Reserved dining hours will be maintained from 6.30 pm to 7.30 pm exclusively for senior citizens (above 60 years of age).
8. Baby chair to be cleaned and sanitised using R1 Super prior and after each use.
Procedure
1. Offer door assistance to help guest avoid touching door handles. Hands to be sanitised immediately using a hand sanitizer.
2. Tables and chairs should be sanitised before and after meal period using R1 Super.
3. Hand sanitizer / disinfectant wipes to be available at each side station.
4. Point of Sale terminal should be sanitised before and after every meal period with Oxivir (4ml in 1 litre of water). The solution should not be used directly but sprayed on a clean duster and then applied.
5. Employees to sanitise their hands before and after handling any currency. Sanitizer / disinfectant wipes to be presented to the guest along with a bill folder.
6. All salvers and continental trays to be sanitised.
7. No clearance to be left at any side station.
8. Team members should wear disposable gloves while handling soiled linen.
Procedure
1. Employee to wear a face mask, face shield, disposable gloves and carry a hand sanitizer while delivering packed order. Safe distance to be maintained.
2. Employee to wear gloves, mask and a face shield when going to a guest room and carry a sanitizer. Guest to be greeted with folded hands.
3. Seek permission to enter the guest room with the guest order.
4. Safe distance to be maintained at the time of service and during clearance in the room.
5. No clearance to be left in pantries / service landings. Rounds to be taken to remove any clearance.
6. All in room amenities to be covered with a cloche.
7. Server to encourage guests for payment via digital means while taking the order for packed food.
Procedure
1. Pool attendant to wear a mask and disposable gloves. Guest to be greeted with folded hands maintaining safe distance.
2. Guest to be offered hand sanitizer and disinfectant wipes on an amenity tray once seated.
3. Showers to be cleaned and sterilised.
4. Loungers, umbrella stands and side tables to be sanitised with R1 Super.
5. Swimming Pool accessories to be sanitised prior to and after every guest use with R1 Super.
6. Chaise loungers to be arranged maintaining safe distance.
7. A record to be maintained of all visiting guests.
8. All food to be covered with a cloche before pick up. The cloche to be removed on the table.
9. Clearance from the table to be done expediously while minimising contact with the table. Gloves to be changed after clearance.
10. A tray with sanitizer and disinfectant wipes to be always available to offer to guests.
11. Clearly labelled pedal dustbin for medical waste only to be placed in a discreet location to enable guests to dispose off disinfectant wipes.
Procedure
1. Clean production and service areas with Suma Multi D2.3L and sanitise them with Suma San D10.1 solution.
2.Wash all equipment's and utensils with 200 ppm Suma Multi D2.3L using hot water and sanitise them with Suma San D10.1 solution.
3. Team member to wear complete and fresh uniform including hair net, gloves, masks and aprons.
4. Team members to change the mask when wet or once every six hours.
5. Team members to wear disposable gloves where applicable and not to touch any food with bare hands. Gloves to be changed frequently and hands to be washed each time before changing gloves.
6. Team members to wash hands with Soft care plus and sanitise them with Soft care des E plus while reporting on duty and returning from break.
7. Sanitise all surfaces and table tops using 200 ppm Suma San D10.1 prior to and after each shift. Suma San to be sprayed from the spray bottles and wiped with a paper towel.
8. Cooking ladles in each section to be washed with Suma Multi D2.3L and sanitised with Suma San D10.1.
9. Standards of coloured chopping board to be strictly adhered to. Chopping boards to be washed with Suma Multi D2.3L and sanitised with Suma San D10.1.
10. Team members to discard chef caps in the designated bin after use and deposit soiled uniform in the Uniform Room.
11. Team members to be continuously trained on FSSAI guidelines and relevant records to be maintained.
12. Sanitised cutlery, chinaware, glassware to be handled by team members wearing gloves. Gloves to be changed frequently.
13. Team members to wear industrial gloves while performing heavy cleaning activities. Hands to be washed and sanitised after each task.
14. All door knobs, handles and switches to be sanitised frequently with 200 ppm Suma San D10.1 solution.
15. All cleaning equipment’s, mops, reusable protective gear and gloves to be cleaned before and after every use. These should be sanitised with 200 ppm Suma San D10.1 solution.
Procedure
1. Separate sets of trolleys to be maintained for storing and transporting soiled and fresh linen.
2. All linen and uniform room trolleys to be sanitised with Oxivir concentrate.
3. Soiled and fresh linen not to be mixed / stored / placed together at any point of time to avoid cross contamination.
4. Safe distancing to be practiced. The team to wear disposable masks and gloves.
5. Linen storage racks and uniform cabinets / compactors and shelves to be disinfected using R1 Super prior to placing fresh linen / uniform.
6. Fresh linen to be handled only after washing and sanitising hands.
7. Floor to be mopped using R1 Super.
General
Procedure
1. Face mask and disposable gloves to be worn by the team member while attending to any maintenance request in public areas or in vacant guest rooms / occupied guests rooms where guests are not present.
2. For any repair or maintenance request, team member to call the room / get on a video call with the guest to better understand the issue and / or assist the guest. Guest should be requested to be seated maintaining safe distance.
3. Team members to wash their hands after attending to a maintenance request in a guest room and change the disposable gloves.
4. Team members to wear a mask, disposable gloves and a face shield while conducting maintenance of air conditioning / water / drainage system and whenever safe distance cannot be maintained.
5. All air conditioned spaces the temperature to be maintained between 24 to 26 degrees Celsius and relative humidity to be maintained between 50 to 70
Procedure
1. Plant rooms of swimming pools, plunge pools, Jacuzzi and water bodies to be secured with access to authorised personnel only.
2. Filtration system to be operated as per installed capacity.
3. Pot strainers to be cleaned and filters to be back-washed.
4. TCCA-90 granules to be used as disinfectant. Free available chlorine levels to be maintained between 0.8 to 1.2 ppm. PH of pool water to be maintained between 6.8 to 7.2.
5. Testing to be done with water samples from random points in the pool.
6. Suction sweeping of floor, brushing of walls and overflow channels to be cleaned.
7. Testing of pool water by NABL accredited laboratory to be organised for swimming pool and jacuzzi. Water of plunge pools to be tested on a rotational basis one at a time.
8. Half of the total quantity of water in the Jacuzzi to be drained and replaced with fresh water.
9. Water bodies without plantation to be sanitised with TCCA-90 granules. FAC level to be maintained between 0.2 to 0.5 ppm.
10. Water body water circulation system to be operated to installed capacity.
11. Floor, walls and overflow channels of water bodies to be suction swept and cleaned.
12. Circulation and filtration system of water bodies with plantation to be continuously operated. No chlorination of these water bodies is required.
Procedure
1. Team members to conduct meetings using digital mediums. If unavoidable, meetings to be organised ensuring safe distance between participants wearing masks and gloves.
2. All couriers to be sanitised by using Oxivir (10ml in 1 ltr of water).
Procedure
1. Medical kit to include masks, disposable gloves, and bio-disposable garbage bag.
2. All vendors to be informed of the COVID -19 prevention measures and mandatory standards to be adhered to through a letter.
3. Everyone entering the hotel premises to undergo temperature check. Should temperature be above 99 degrees Fahrenheit the individual will not be allowed inside the premises.
4. All goods received will be stacked appropriately on pallets and not on the floor of the vehicle. Perishables will be delivered in clean crates.
5. Challan and invoice to be stamped "checked / sanitised"
6. All items wrapped in plastic / porous material / metal tins, and any other items that cannot be sanitised, to be quarantined for a period of 24 hours in a pre-designated area.
7. Fresh vegetables, fruits and eggs to be sanitised using 50 ppm chlorine solution.
8. Sanitising station to be provided between Receiving area and the entrance to the processing and storage area.
9. Team members to wear disposable gloves and masks.
10. Receiving area to be cleaned at the beginning of the day, during lunch break and at the end of the day. Floor, work tables, weighing machines, trolleys and sinks to be cleaned and sanitised. All baskets to be washed and sanitised with 100 ppm chlorine solution.
11. Chefs conducting quality checks for perishables and food items to sanitize hands prior to and after checks.
Procedure
1. Team members to sanitise their hands and wear a fresh mask at the entrance of the hotel. Maintain safe distance while Security checks and records their temperature.
2. Team members to collect their uniforms and go directly to the lockers.
3. Team members to wash their hands using liquid soap and warm water for minimum 20 seconds.
4. Each hotel to decide on the maximum number of team members at any point of time, to maintain safe distance.
Procedure
1. Team members to wash their hands with liquid soap and warm water for minimum 20 seconds.
2. Team members to maintain safe distancing while using the facilities in the changing room.
3. Team members to ensure their personal clothes are placed inside the locker. Soiled uniform and staff towel to be handed over to the Uniform Room.
4. Team members to only keep essential belongings in the locker to maintain personal / locker hygiene.
5. Clearly labelled dustbin for medical waste (gloves, mask, etc.) to be available.
Procedure
1. Team briefings to happen in open spaces / large areas where possible.
2. Grooming check for all team members to be done maintaining safe distance. Wearing of watch to be discouraged in Housekeeping, Food & Beverage Service and Kitchen.
3. Team members having symptoms like cough / cold / other breathing concerns to be reported to Human Resources Department immediately.
4. All team members reporting to the department must wear disposable gloves, a face mask and a face shield as applicable.
Procedure
1. Hand sanitizer to be available at the entrance of the respective offices.
2. Workstations to be allocated maintaining safe distance.
3. Desk telephone to be sanitised using R1 Super.
4. Desktop screen / keyboard / mouse / printer to be sanitised with Oxivir (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied.
5. Common equipment’s i.e. photocopier, paper shredder, fax machine to be sanitised using R1 Super.
Procedure
1. Team members to sanitise their hands after dropping soiled uniforms.
2. Team members to ensure they are wearing a mask and sanitise their hands before leaving the hotel.
Procedure
1. Team members to wear hotel uniform whilst dining at employee dining room.
2. Time slots for various departments to be pre-planned to maintain safe distance for all meal periods.
3. Team members while serving food to maintain safe distance.
4. To expedite food service, a Chef to be available for serving as far as possible.
5. Employee dining room layout to be done keeping safe distance in mind. Wherever possible, dining areas to be extended to outdoor space.
6. After dining the team members to clean and sanitise their table and chair.
7. Cutlery and crockery to be sanitised in 100 ppm chlorine solution for 10 minutes before processing in the dishwasher.
8. Team members to wash hands after their meals with liquid soap and warm water for 20 seconds.