Enhanced Clean & Safe Program June 2, 2020 We are very excited to soon reopen our lodges and once again create an amazing environment for our guests! As we prepare to do so, guest and staff protection and safety is our top priority. We are putting in place a host of additional procedures to ensure everyone can have fantastic experiences in a safe, clean ‘home away from home’ throughout their time with us. Our program is designed based on the latest guidance and best practices, and it will be updated regularly based on evolving standards and recommendations by governmental agencies and industry groups. For those who would like to better understand our new procedures, here are many of the elements of our Clean and Safe Program: OVERALL OPERATIONS v Streamlined processes in each department to minimize contact between guests and associates while maintaining great customer service v Six foot physical/social distancing standard v Staff available at all times to help assist guests and guide them through any questions or concerns related to safety and cleanliness v Wellness and best practices reminder signs posted throughout facilities v Clean Team with frequent, regular public and staff area cleaning and sanitizing responsibilities v Require COVID protocols from all vendors providing delivery service, and coordinate with on appropriate PPE standards and safety protocols to our standards v Sanitizing of all shared equipment before/after use or transfer to a new team member, including radios, phones, computers, keyboards, tools, kitchen implements, cleaning equipment, keys, etc. v Continuous assessment and refinement of protection procedures STAFF v Daily pre-shift temperature check, health check-in/symptom review and review of contact with potentially sick people for each team member v Pre-arrival COVID testing for all new hires who will live in staff housing
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Enhanced Clean & Safe Program · 2020. 6. 2. · Enhanced Clean & Safe Program June 2, 2020 We are very excited to soon reopen our lodges and once again create an amazing environment
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v Streamlinedprocessesineachdepartmenttominimizecontactbetweenguestsand associateswhilemaintaininggreatcustomerservice
v Sixfootphysical/socialdistancingstandard
v Staffavailableatalltimestohelpassistguestsandguidethemthroughanyquestionsor concernsrelatedtosafetyandcleanliness
v Wellnessandbestpracticesremindersignspostedthroughoutfacilities
v CleanTeamwithfrequent,regularpublicandstaffareacleaningandsanitizing responsibilities
v RequireCOVIDprotocolsfromallvendorsprovidingdeliveryservice,andcoordinate withonappropriatePPEstandardsandsafetyprotocolstoourstandards
v Sanitizingofallsharedequipmentbefore/afteruseortransfertoanewteammember, includingradios,phones,computers,keyboards,tools,kitchenimplements,cleaning equipment,keys,etc.
v Continuousassessmentandrefinementofprotectionprocedures
STAFF
v Dailypre-shifttemperaturecheck,healthcheck-in/symptomreviewandreviewofcontactwithpotentiallysickpeopleforeachteammember
v Pre-arrivalCOVIDtestingforallnewhireswhowillliveinstaffhousing
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v Strictguidelinesandprotocolregardinghandwashing,sanitizinganduseoffacecovering,glovesasappropriate,protectiveeyewearandrelatedPPEasappropriate,aswellastrainingonuseanddisposalofPPE
v Specificadditionalstaffeducationon20-secondhandwashing(oruseofsanitizerwhenasinkisnotavailable)every60minutesandafteranyofthefollowingactivities:usingtherestroom,sneezing,touchingface,blowingnose,cleaning,sweeping,mopping,smoking,eating,drinking,goingonandreturningfrombreak,andatstartandendofshift
v Regularcleaninganddisinfectionofworkstations
v Encouragementofteammemberstostayhomeifatallunwell
v Teammembereducationaboutsafetyandcleanlinessbestpracticesbothatworkandathome
v Empoweringteammemberstoassistwithongoingprogramfinetuning
PLANIMPLEMENTATION&ONGOINGREFINEMENT
v GeneralManagers
v AssistantGeneralManagers
ONSITEPOINTPERSONIFGM/AGMNOTAVAILABLE
v ManageronDuty
ARRIVAL
v Greeterofteninplaceduringprimarycheck-inhours
v Receptiondoorsproppedopen,openedbygreeterand/ordoorhandlessanitizedregularly
v Sanitizingwipestationandhandsanitizerprovided
v Disposablegloves,handsanitizerandsanitizingwipesofferedtoguestsforusethroughoutcheck-inandarrivalprocess
v Acrylicdesktopprotectiveshieldsatreceptioncounter
v Guestsencouragedtousefacecoveringduringcheck-inandinpublicareasthroughouttheirstay
v Physicalseparationpracticesenforcedatcheck-inline
v Receptionstaffhandsanitizingbefore/aftereachguestencounter
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v Stream-linedcheck-inandcheck-outprocess
v Penandcountersanitizingafteruse
v Keycards/keyssanitizedwhenprovidedtoguests
v UseofApplepay/touchlesspaymentencouraged;creditcardmachineswipeddownafteruse
v Bellcarts,ifused,sanitizedaftereachuseanddesignatedclean/usedareas
v Briefguesteducationaboutourstandardsandguestexpectations
v Loosebrochuresandcollateralremoved
v OptionalpropertymapQRcodeprovidedinplaceofpaperpropertymap
GUESTROOMS&HOUSEKEEPING
v Enhancedpre-arrivalfullroomsanitationofhardsurfacesandfabrics,includingchemicalcleaningofalltouchpoints,includingfaucets,doorhandles,lightswitches,thermostats,clocks,hangers,furniture,headboards,blankets,draperies/rods,coffee/teaservice…
v Housekeepers,facilitiesandotherteammembersenteringroomswearfacecoveringandfreshchangeofglovesineachroom(optionalprotectiveeyewearprovided)
v Stayoverserviceoptional,andifrequested,doesnotincludecontactwithorstraighteningpersonalitems.Towel/linen/amenityrefreshuponrequest
v Openingwindowsduringroomcleaningtomaximizeaircirculation
v Loosecollateralremovedandextrablanketsandpillowssealedinplasticbags
v IneventofpresumptiveCOVID-19situation,guestroomremovedfromserviceandquarantined.Ifpositivelyconfirmed,roombroughtbackonlineonlyafterenhancedsanitationperlatestguidelines
v HousekeepingLaundryArea:facecoveringmandatory,protectiveeyewearprovided,handwashing/sanitizingaftertouchingsoiledlinensorcarts,handsanitizingorglovesrequiredwhenfoldingcleanitems
CUSTOMCAMPING
v Enhancedpre-arrivalsanitationoftent,zippersandinteriorfabrics
v FrequentsanitizingofallbathhousesurfacesbyCleanTeam
v Sanitizingwipestationandhandsanitizerprovidedatbathhouse
v Signageoutsidebathhouseconfirmingsocialdistancingrequirementsinsidebathhouse
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PUBLICAREAS
v Primaryentrancesandexits–handsanitizerprovidedandfrequent,regularlyscheduled doorhandlesanitizingbyCleanTeam
v FrequentsanitizingofallpublicrestroomcontactsurfacesbyCleanTeam
v FrequentsanitizingofATMs,waterdispensersandhandrailsbyCleanTeam
ELEVATORS
v Singlefamily/partyuseonlysignage
v Directionalsignagetoenforcephysicaldistancingstandards
v Sanitizingwipestationsandhandsanitizerateachfloor’selevatorlobby
v Signsdirectinggueststostairwayoptions
v Frequent,regularlyscheduledelevatorsanitizingbyCleanTeam
RESTAURANT&TAVERN
v Reservationsencouragedtospreaddiningperiodsandminimizewaittimes
v Sixfootphysicaldistanceseatingprotocolsforallindoorandoutdoorsit-downdiningas wellashoststandareas
v Sanitizingwipestationandhandsanitizerprovidedatentryandtogopickuparea
v Maximizinguseofoutdoorseatingareas
v Maximizingfreshaircirculationinindoordiningareas
v Acrylicdesktopprotectiveshieldsathoststandandtavernmixeddrinkarea
v Enhancedto-goserviceforbreakfast,lunchanddinner;guestsabletoorderbyphone andpickupbaggedfoodatspecifiedtimeorafterreceivingtextorcall
v Eliminatingpersontopersoncontactandmaintainingphysicaldistancetotheextent possiblewhenhandingoffbaggedfoodorotheritems
v ‘Tableready’guestpagerssanitizingbeforeandaftereachuse
v Nohandpolishingofsilverwareandglassware.Handwashingbeforepreparingand/or deliveringnapkin/utensilpacks
v Notpre-settingtables.Bringingnapkins,cutlery,glassware,etc.outafterguestsare seated,washing/sanitizinghandsfirst.Storingcleanitemsawayorprotectedfrom peopleuntilreadytouse
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v Bringingsalt/pepper/condimentsuponrequest,andsanitizingtheseandallre-usableguestitemslikebreadbaskets,etc.afterguestsleave,and/orprovideinsingleservingsorusepre-packagedsingleuseitems
v Pensanitizingbefore/aftereachuse
v Menustobelaminated(sanitizedbetweenuses),singleusepaperand/ordigitalwithQRcodeforviewingonguest’spersonalcellphone
v Diningtable/booth/chair/boosterseatsanitizingaftereachuse
v FacecoveringrequiredforallFOHstaff,asallmustbewithinsixfeetofguestsatsomepoint.Minimizetimewithinsixfeetofguestsregardless
v Servers/bussers/othersmovingitemsusedbyguests(dirtycups,plates,napkins,etc.)orhandlingtrashbagstousegloves(andwashhandsbeforeputtingthemonandafterremovingthem)
v Closingself-serviceareasforfood,beveragesand/orcondiments
v Noself-servicemintsortoothpicks
v Stafftomaintainphysicaldistancinginserviceareas,hoststand,etc.
GENERALSTORE
v Sanitizingwipestationandhandsanitizerprovided
v Acrylicdesktopprotectiveshieldsatregister
v Physicaldistancingpracticesinpaymentlineandaisles
v Staffrequiredtowearfacecovering
v Guestsrequiredtowearfacecovering
v Hands-freepaymentwhenpossible;penssanitizedaftereveryusewhenneeded
v Controllednumberofguestsinstoreduringbusyperiods
v Signageencouraginggueststolimitproducttouchingunlessmakingapurchase
v Extensivegrab-and-gomealselections
v Noself-servicecoffee,tea,etc.
v Handsanitizerbottlesavailableforsale
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RECREATIONCENTER,GUESTLOUNGE&GAMEROOM
v Sanitizingwipestationsandhandsanitizerineachroom
v Frequent,regularlyscheduledhardandsoftsurfacesanitizingbyCleanTeam,includingseatingandgames/activities
v Safe,cleanuseprotocolsignageprominentlydisplayed
v RushCreekindoorplaystructureclosed
RECREATIONDEPARTMENTACTIVITIES&RECDESK
v Acrylicdesktopprotectiveshieldsatrecreationhelpdesk
v Nightlyactivitiesdesignedopen-airorinsidewithdistributedseatingforadequatesocialdistancing;activitymaterialssingleuseand/orsanitized;physicaldistancingstandardmaintainedandsanitizingbetweenusesforanysingleuserstations
v Signagerequestinggueststowipedowngamesandbooksbeforeuse
v QRcodesforguidedtripoutlinesandweeklyactivitiescalendars
v Individualizeds’morespacketsandsocialdistancemarshmallowroasting!
SPA/WELLNESS
v Massageandothertreatmentsofferedwhenallowedandwithappropriateprotocols
v Dayspa:frequentsanitizingofallsurfaces;signageatspaamenitiesconfirmingsocialdistancingrequirements;capacitylimitationsenforced
FITNESSCENTER
v Sanitizingwipestationandhandsanitizerprovided
v Maintainphysicaldistancestandard
v FrequentsanitizingofallcontactsurfacesandequipmentbyCleanTeam
v Capacitylimitation
SWIMMINGPOOL/HOTTUBAREAS
v Loungechairseatinginphysicaldistancingpods
v Sanitizingwipestationandhandsanitizerprovided
v Physicaldistancingseatingprotocolsforoutdoordrink/diningareas
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v Physicaldistancingstandardforin-pool/hottubusebyunrelatedparties
v Signageathottubsforunrelatedpartiestomaintainsixfootseparation
v Acrylicdesktopprotectiveshieldsatpoolbar
v PoolsideBBQ–noself-service,maintainphysicaldistancinginlines
OUTDOORPLAY/GAMEAREAS&AMENITIES
v Parentalsupervisionrequiredsignage
v Frequentsanitizingofgames,playareas,amenities,seatingandumbrellasbyCleanTeam
v Handsanitizerstationsprovided
GUIDEDRECREATION(fortripsrequiringvehicles)
v Onlyofferingsinglegrouptoursforfriendsandfamiliestravelingtogether
v Alltripparticipantsreceivetemperaturecheckandcompletecurrenthealth questionnairebeforeenteringvehicles
v Windowsopenatalltimestomaximizefreshairflow
v Masksrequiredforguestsanddriverwhileinvehicle
v Inlargervehicles,seatingrowimmediatelybehinddrivernotusedtomaximizesocial separation;insmallervehicles,N95maskorequivalentusedbydriver
v Fullvehicleinteriorsanitizingbefore/aftereachtrip
v Mealsobtaineddirectlybyguestsbeforetripbegins
v Drinksandsnacksprovidedwithsanitizingfirstandhands-freedeliverystandard wheneverpossible
v Tripswillavoidotherlodgingfacilitiesandheavilypopulated/highvisitationareas
v Usedayuserestroomsonly,notmainrestroomsinheavilypopulatedparkareas
v Visitationofpopularoutdoorattractionsonlywheresocialdistancingprotocolscanbe maintained
BACK-OF-HOUSEAREAS
v Officespacestohavebriefvisitsfromonlyemployeeswithworkrelatedtasksandissues–nosocialvisits
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v IncreasedcleaningandsanitizingbyCleanTeaminhightrafficareasincludingrestrooms,laundryarea,breakareas,loadingareasandoffices
v Sanitizingsolutionandhandsanitizerprovided,includinginreceivingareas
KITCHEN
v Increasedfrequencyofsurfacesanitizing
v Completeworkareasanitizingatshiftchange
v Increasedkitchenutensilsanitizingfrequencyandnosharedutensils
v Physicaldistancingtotheextentpossibleinkitchenareas,pantries,storageareas,walk-ins,etc.Facecoveringrequiredwhere/whenphysicaldistancingcan’tbemaintained
v Reconfigureworkareastomaximizephysicaldistancingwherepossible,andstaggershiftswhenpossibletomaximizedistancing
v Smallerteamsandworkstationphysicalseparationwhenviable
v Handsanitizingafterreceivingorders
v Useoftouchlesshandsanitizers
v Nobarehandtouchingofready-to-eatfoodoncookinglines–glovesorutensilsonly
v Avoidorsanitizesharedclipboards,etc.
v Physicaldistancingforpre-shiftmeetings,andnosharedfood/beverages/utensils
v Dishwasherstouseequipmenttoprotecteyes,noseandmouthfromcontaminantsplashusingacombinationoffacecoverings,protectiveglassesand/orfaceshields.Dishwasherstouseimpermeableapronsandchangefrequently.Reusableprotectiveequipmentlikeshieldsandglassestobeproperlydisinfectedbetweenuses
v Maximizingfreshaircirculation
MAINTENANCE
v Handsanitizeravailableonallmaintenancevehicles
v Handsanitizingbeforeandafterenteringguestroomsandpublicareas
v Facilitiesteammembersenteringguestroomsmustwearfacecoveringandfreshchangeofglovesineachroom(optionalprotectiveeyewearprovided)
v Appropriatephysicaldistancingrequiredwhenpossiblewhileworkinginteams
v ProvidesymptomscreeningandrequirePPEforoutsidecontractorsworkingaround/insidestructures
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STAFFDINING
v Staffkitchentofollowallmainkitchenprotocols
v Servicestafftousefacecovering
v Staffhandwashing/sanitizingrequiredbeforeandafterallmeals
v Noself-servicesaladbar;minimize/eliminateotherself-service,andwhereneeded,sanitizecontactareaaftereachuse
v Staggerdiningtimestominimizepotentialcongestion
v Maintainsocialdistanceseating
v Sanitizeravailableindiningarea
v Frequenttableandseatsanitizing
STAFFBREAKS&COMMUTING
v Staggerbreaktimes
v Encourageoutdoorbreaks
v Duringbreaks,maintainsocialdistancingavoidcongregatinginhightrafficareas
v Handwashing/sanitizingrequiredbeforeandafterallbreaks
v FrequentbreakareassurfacesanitizingbyCleanTeam
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COVIDRESPONSEPLAN
v COVIDsymptoms(fromCDPH)o Fevero Cougho Shortnessofbreatho Chillso Repeatedshakingwithchills
o Musclepaino Headacheo Sorethroato Newlossoftasteorsmell
o Emergencywarningsignsofsevererespiratoryillness–seekemergencymedicalcareimmediately
v LocalandStateCOVIDTestingSiteso Goto:tinyurl.com/covidtestingnear95321
o Onceonthewebsite,putcursorafter95321andhitthereturnkeyo LocalTestingSitesusuallyrequirephysicianreferralandappointmento StateTestingSitesmayormaynotrequireappointmentandmaybeable
o FollowupwithguestorfamilyusingPPEandwithoutfurtherdirectcontacto Uponcheck-outusepresumptiveCovid-19roomproceduresfromaboveo Followupwithguestin24-48hoursforupdate
v Staffexhibitingpotentialsymptomso AlertManager,whoshouldalertManageronDutyo Ifsymptomsincludeemergencywarningsignsorgueststaffmemberdesires
o GivethemCOVIDtestingsiteinformationo Requesttheygettestresultsbackandtheirdoctor’sOKbeforereturningtoworko Iflivinginlodge-ownedhousing,arrangequarantine/isolationroomand/ormeal