As state and local governments grapple with the complex struggle between protecting public health and rebooting their economies, hotel and resort operators also need to be preparing for the long, unmapped road ahead.
Hospitality is, by definition, the welcoming of guests in a warm and generous manner—so properties have the monumental responsibility of making guests feel safe and at ease when they return to travel. Wynn Las Vegas has already shared their comprehensive 23-page Health & Sanitation Plan through the media.
Of course, it’s not feasible for every property to use the 5-Star casino resort’s document as a blueprint for their own plan, so we developed a basic department-by-department checklist you can use as a jumping-off point to customize and build out a plan that fits your property:
Human Resources
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Print- Rehire furloughed employees, as needed, to ramp up operations
- Train staff in new operational/sanitation procedures
- Create back-of-house signage as a visual reminder of new procedures
- Implement staff temperature checks and refer those with a fever to medical care
- Report presumptive COVID-19 cases to local health authorities
- Conduct departmental meetings either socially distanced or virtually
- Consider staggering shifts to avoid mass arrivals
Front Desk/Concierge
- Enforce social distancing in queues
- Offer hand sanitizer stations for staff and guests
- Provide Personal Protective Equipment (PPE) in accordance with state/local regulations
- Perform frequent disinfection of all high-touch surfaces and items
- Consider distribution of a hygiene welcome amenity (i.e. personal hand sanitizer and disinfecting wipes) to guests
Conference Services
- Reduce room capacities to allow for social distancing in meeting room setups
- Install hand sanitizer stations throughout facilities
- Eliminate buffet-style F&B
- Replace carafes with individually bottled/canned refreshments
- Provide Personal Protective Equipment (PPE) in accordance with state/local regulations
- Perform frequent disinfection of all high-touch surfaces and items
- Consider distribution of hygiene welcome amenity (i.e. personal hand sanitizer and disinfecting wipes) to attendees
Restaurants
- Reduce maximum capacities to allow for social distancing between parties in the dining room, bar and waiting areas
- Provide Personal Protective Equipment (PPE) in accordance with state/local regulations
- Install hand sanitizer stations at entrance/exit
- Eliminate buffet-style food service
- Replace tabletop condiments with pre-packaged single-serve offerings
- Perform frequent disinfection of all high-touch surfaces and items
- Consider single-use/disposable menus
Amenities (Spas, Fitness Centers, Pools, Golf, Retail)
- Reduce maximum capacities to allow for social distancing between guests
- Install hand sanitizer stations throughout facilities
- Provide Personal Protective Equipment (PPE) in accordance with state/local regulations
- Perform frequent disinfection of all high-touch surfaces, items and equipment
Housekeeping
- Provide Personal Protective Equipment (PPE) in accordance with state/local regulations
- Perform frequent disinfection of all high-touch surfaces and items in public areas
- Perform frequent disinfection of all shared equipment/high-touch surfaces and items in employee areas
- Perform disinfection of all high-touch surfaces and items in guestrooms after checkout and daily, unless otherwise requested
- Bag and launder all linens between guest check-ins
- Properly launder staff uniforms
Marketing
- Update website and other guest communications with the latest information regarding your health plan and any modified services on-property
- Post messages regarding guest safety prominently around the property and in your direct communications
- Let your target audiences know that you’re accepting leisure guests and group business again—and what you’re doing to keep them safe during their visit
Before hammering out details of your health and safety plan, it’s important to understand guidelines and regulations developed by the CDC and your state health authority so any measures you take align with initiatives from experts in the field. This will ensure your organization does everything in its power to help keep guests, staff and local communities safe.
Need some assistance in striking just the right tone and informing travelers that you’re dusting off your welcome mat again? Contact Lynn Kaniper at 609.466.9187 ext. 117 or lkaniper@danacommunications.com, and together we’ll get it done.
