Belldesk & Doorman
Front Desk
Cashier
Cars and Golf Cart
Main porch arrival (by golf cart or own car):
Procedure | Frequency |
---|---|
Guests to be greeted with folded hands (namaste), maintaining a safe distance, with no physical contact. | Always |
Security personnel checking guest temperature and assisting with hand baggage scanning to wear a face mask, face shield and disposable gloves at all times. | Always |
Doorman should wear a face mask, face shield and disposable gloves at all times. | Always |
Doorman to offer car door assistance and step back maintaining safe distancing. | Always |
Gloves must be replaced after every two hours/break for doorman and porter. | Always |
Sanitisation tray to be placed at the main porch. The tray should have a hand sanitiser, disinfectant wipes, masks and disposable gloves. | Always |
Hotels to use a suitable spot where the exterior of cars will be sanitised using the fogging machine before they enter the hotel porch. | Always |
Valet to offer car parking facility to the guests. The valet / doorman to politely confirm with the guests if they have not left any sanitiser bottle in their car. If guest requests for the service, valet needs to sanitise the car key and all critical touch points such as car door handle, car seat, driver side seat belt, gear box, gear lever before parking with Virex II 256 (10ml in 1 ltr of water). The olution should not be used directly but sprayed on a clean duster and then applied. Car keys will be sanitised when they are left with the doorman and when they are returned to guests. | Always |
Bell boy to sanitise guest baggage handles with Virex II 256 (10ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. After sanitising the handles, bag to be moved out of the car and completely sanitised. | Always |
Everyone entering the hotel will undergo a temperature check at the porte cochere. The hotel doctor will be called to examine any guest who has a temperature of more than 99° Fahrenheit. If required, assistance will be provided to ensure further medical care. | Always |
Baggage tray to be sanitised after every baggage scan. | Always |
Umbrellas should be sanitised after every use. | Always |
Baggage Service:
Procedure | Frequency |
---|---|
Guests to be offered the option of carrying their own luggage or having it delivered to their room. | Always |
Individual bags to be tagged as "Sanitised". | Always |
Baggage to be delivered within a standard time. Hotels to attempt to deliver the bag prior to guests reaching the room encouraging less physical contact and prompt delivery. | Always |
Bell boy to maintain safe distance from the guest while collecting guest baggage. | Always |
Baggage handles should be sanitised after being placed in the car. The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
The trolley and golf cart to be sanitised after every baggage service using R1 Super. | Always |
Baggage scanning machine to be disinfected minimum twice in every shift. | Twice in every shift |
All used newspaper bags to be pre-soaked in Virex II 256 (4ml in 1 ltr of water). | Twice in every shift |
Guests to be encouraged to download the newspaper through their electronic devices. Newspaper not to be recycled or reused once given to guest. | Twice in every shift |
Procedure | Frequency |
---|---|
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. | Every two hours |
Desk telephone to be cleaned and sanitised using R1 Super after every use. | Every two hours |
Laptop screen / keyboard / mouse / printer to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every two hours |
EDC machines to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Electronic tablets used for check in to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Hand sanitizers / disinfectant wipes and disposable masks should be available at all times. | Always |
Hand held walkie - talkie to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every two hours |
Front desk furniture to be sanitised every two hours and also after each use with R1 Super. | Every two hours |
Arrival at Lobby:
Procedure | Frequency |
---|---|
Guest to be greeted with folded hands (namaste), while maintaining a safe distance at all times. | Always |
Guest to be informed that temperature will be taken once a day during guests stay using a contact-less thermometer. | Always |
The traditional welcome, wherever applicable, to be done with aarti while maintaining safe distance. (Tika and garlanding to be stopped). | Always |
In case a guest wishes to have hand luggage sanitised, disinfectant wipes to be offered. | Always |
If the guest is arriving from a restricted country or region, medical history form to be sent as a part of pre registration process followed at reservation stage. For walk in guests, medical history form to be filled on arrival. | Always |
For all pre-booked guests, all check-in formalities should be completed online to minimise time spent by the guest at Front Desk. | Always |
Temperature reading will be taken for all in-house guests. | Daily |
All guest key cards to be sanitised using Oxivir concentrate. | Always |
Guests to be informed of waiting messages or documents if any. Documents to be placed in a paper envelope and sealed before handing over to the guest. It can be even pre -placed in the room prior to guest arrival. | Always |
Escorting to the guest room:
Procedure | Frequency |
---|---|
A sanitised Ipad along with stylus to be carried for in-room check in experience. The Ipad to be sanitised after every use with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
While escorting guests to the room and explaining guest facilities, safe distance to be maintained at all times. | Always |
Rooming:
Procedure | Frequency |
---|---|
Prior to opening the door the Front Office Assistant should take guest's permission to enter the room to explain guest room features. Avoid touching any furniture and fixtures in the room. | Always |
Check-in formalities:
Procedure | Frequency |
---|---|
Signature for digital registration and identification to be scanned with minimum contact, while maintaining safe distance. | Always |
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. | Always |
Medical kit available at Front Desk to include masks, disposable gloves, goggles, personal protection equipment and bio disposable garbage bag. | Always |
Procedure | Frequency |
---|---|
Team member to wear a face shield along with a mask and disposable gloves. | Always |
Clean and sanitise the Cashier Desk using R1 Super. | Every guest use and after every two hours |
Desk telephone to be cleaned and sanitised using R1 Super. | Every guest use and after every two hours |
Laptop screen / keyboard / mouse / printer and EDC machine to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Cashier to sanitise hands before and after every transaction. | Always |
Hand sanitisers and disinfectant wipes should be placed at a prominent location, visible to guests. | Always |
Encourage guests to use electronic check-out by emailing the bill & online payment link. Recommend to guests to settle bill a night prior, minimizing the time at check out. | Every check-out |
Housekeeping / butlers to check the minibar consumption on the telephone prior to guest departure. | Always |
Procedure | Frequency |
---|---|
The car to be sanitised before proceeding to the airport / railway station for guest arrival or departure. | Every pick up and drop |
Chauffeur to wear a face shield along with a face mask and disposable gloves. Gloves to be changed after every trip. | Always |
Paging board and umbrellas to be sanitised using R1 super. | Every use |
Car sanitisation card to be placed in each car after sanitisation. | Always |
The car should be equipped with sanitiser / disinfectant wipes and disposable face masks. These should be offered to the guest before seating. Sanitiser bottle to be removed when the car is not in use / parked. | Every pick up and drop |
The chauffeur must maintain a safe distance from the guest. | Always |
Guests to be offered QR code to access the music options in the car, In Room Dining menus, Spa menu, newspaper and other hotel information. | Always |
Ice box to be washed and sanitised after every trip. | Every trip |
Golf Cart
Procedure | Frequency |
---|---|
Golf cart touch points to be sanitised using R1 Super after every guest use. | Every use |
Golf carts to be washed once in every shift. | Once every shift |
Safe distancing norms to be maintained while seating guests in golf carts. | Every use |
Avoid sharing of golf cart amongst guests who are not known to each other. | Always |
Team member driving the golf cart to wear a mask, face shield and disposable gloves. | Always |
Concierge
Operators
Reservations and Back Office
Kids Room
Procedure | Frequency |
---|---|
Team members at the Concierge Desk need to wear disposable gloves, face masks and face shields. Atleast 2 meters gap needs to be provided between a team member and guest at all times. | Always |
Clean and sanitise the Concierge Desk using R1 Super. | Always |
Desk telephone to be cleaned and sanitised using R1 Super. | Always |
Laptop screen / keyboard / mouse / printer / iPads to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
Hand sanitisers, 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). | Always |
Phone Charging or Power Bank:
Procedure | Frequency |
---|---|
Guests cellular phone and power bank to be sanitised prior to returning to the guest with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. Cellular phone to be collected and returned in a sanitised tray. | Every guest |
Sight-seeing information
Procedure | Frequency |
---|---|
Team member to offer accurate directions and / or transport options with a mobile app of surrounding area. | Every guest request |
Printed form of documents like sightseeing options, shopping lists etc. to be avoided and an electronic mode of sharing to be adopted like Email or WhatsApp. If any hard copy is given to the guest, the same should be disposed after guest use. | Every guest request |
Disposable masks, disinfectant wipes and hand sanitiser to be offered to every guest while going for sightseeing. In case of a hotel car, these should be pre-placed in the car. | Every guest request |
Miscellaneous request:
Procedure | Frequency |
---|---|
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. | Every guest request |
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. | Every guest request |
Front Office Assistant to get the courier. All couriers to be sanitised before delivering to the guest. | Always |
Procedure | Frequency |
---|---|
Clean and sanitise the operator desk using R1 Super after every two hours. | Every use |
Desk telephone to be cleaned and sanitised using R1 Super. | Every use |
Laptop screen / keyboard / mouse / printer to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
EDC machines to be sanitised Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Frequently asked questions regarding hygiene and sanitisation should be known to all team members. | Always |
Reservations & Back Office
Procedure | Frequency |
---|---|
Clean and sanitise the Reservation Desk using R1 Super. | Every two hours |
Desk telephone to be cleaned and sanitised using R1 Super. | Every two hours |
Laptop screen / keyboard / mouse / printer / EDC machine to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every two hours |
A sanitiser to be available at a prominent location for the team members to use. | Always |
Frequently asked questions regarding hygiene and sanitisation should be known to all team members. | Always |
Reservation Assistant to proactively request guests to send registration details and photo ID proof through a digital registration system to ensure minimal contact upon check-in. | Always |
Reservation Assistant to guarantee all reservations through credit card or a digital payment link. Guest to be informed about the new relaxed cancellation policy. | Always |
Kids Room
Procedure | Frequency |
---|---|
Team member responsible for the Kids Club to sanitise hands. | Every half hour |
Avoid touching children. | Always |
Small size disposable masks for children to be available at all times. | Always |
All games and children furniture to be sanitised using R1 Super (with the exception of electronic games) before and after each use. Electronic games to be sanitized with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
Boat
Left Luggage Facility
Airport Representative
Fitness Center
Dudh Talai and Banyan Tree Jetty
Procedure | Frequency |
---|---|
Guests to be greeted with folded hands (namaste) by Security personnel, while maintaining a safe distance. | Always |
While escorting the guests, a safe distance is to be maintained. | Always |
The Jetty to be equipped with hand sanitisers / disinfectant wipes and disposable masks. | Always |
Boat Arrival / Transfers
Procedure | Frequency |
---|---|
R1 Super sanitised life jackets to be offered to the guest, keeping a safe distance. | Always |
Guests to be requested to be seated maintaining a safe distance from each other. Seat next to the boatman to be kept empty promoting safe distancing policy. | Always |
Masks, sanitiser and disinfectant wipes to be available in the boat. | Always |
Boat to be sanitised after each ride. | Always |
Once the life jackets are removed, they need to be immediately sanitised using R1 Super and stored. | Always |
Procedure | Frequency |
---|---|
All left luggage to be sprayed with disinfectant spray before storing in the Left Luggage Room. | Always |
Luggage room door and handles to be sanitised using R1 Super. | Every two hours |
Luggage scanning machine to be sanitised using R1 Super. | Twice every shift |
All the storage spaces to be sanitised using R1 Super. | Once daily |
Wheel chairs to be sanitised using R1 Super. | Before and after use |
Pram to be sanitised using R1 Super. | Before and after use |
Procedure | Frequency |
---|---|
Airport Representative to greet the guests with folded hands (namaste), while maintaining a safe distance. | Always |
Airport Representative to maintain a safe distance from general public at the airport, must wear a mask and disposable gloves and carry a hand sanitiser. | Always |
Guests to be informed of the car being sanitised for their use. | Always |
Airport Representative to escort the guests to the car while maintaining a safe distance. | Always |
Procedure | Frequency |
---|---|
Fitness Centre to be manned throughout the operational hours. | Always |
Team member to wear a face mask and disposable gloves. | Always |
A record to be maintained of all guests visiting Fitness Centre such as guest name, time in and time out. | Always |
Oxygen saturation levels to be checked for all guests visiting the fitness centre using an oximeter. Guests with oxygen saturation lower than 95% to be requested not to exercise and referred to the hotel doctor. | Always |
Guests to be advised to remove masks and use visors as far as feasible while exercising. | Always |
Telephone to be sanitised after every guest use with R1 Super. | Always |
Each hotel to determine the maximum number of guests in the Fitness Center 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. | Always |
Fruit to be placed in a bowl covered with a cloche. | Always |
Number of guests using weights to be restricted depending on the size of the Fitness Centre. All weights to be sanitised using R1 Super. | Always |
Outdoor exercise option to be offered as an alternative to gym wherever possible. | Always |
Soiled towels basket to be sanitised using R1 Super every time the basket is cleared. | Always |
Hand sanitisers, disinfectant wipes and disposable masks to be placed inside the Fitness Center for guest's use. | Always |
All equipment to be sanitised after every guest use. | Always |
Yoga mats to be sanitised and secured. | Always |
Headphone covers to be disposed after guest use and headphone to be sanitised. | Always |
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. | Always |
Business Center
Boutique
Procedure | Frequency |
---|---|
Sanitisation tray to have hand sanitiser / disinfectant wipes / masks and disposable gloves at the entrance. | Always |
Team members to wear a mask, face shield and disposable gloves at all times. | Always |
Meeting rooms and workstations to be fully sanitised before and after each use, using R1 Super. | After every use |
Monitor the use and allocation of workstations to maintain safe distancing. | Always |
Procedure | Frequency |
---|---|
Boutique Assistant must wear a mask, face shield and disposable gloves. | Always |
Sanitisation tray to have hand sanitiser / masks / disposable gloves and disinfectant wipes at the entrance. | Always |
Boutique door to be kept open wherever possible. If not, we should always have Boutique Assistant manning the door. | Always |
The Assistant to guide the guests inside the Boutique maintaining a safe distance. Each hotel to define the maximum number of guests at any point of time. | Always |
There is no need for the gloves to be given to the guest. Team member should offer sanitiser prior to and after touching the items. | Always |
Clothing trials to be politely declined by the Boutique Assistant. | Always |
Laptop / desktop screen / keyboard / micros / tablet / mouse / printer / EDC Machines to be sanitized with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |