THINKING FORWARD HOTEL OPERATIONS IN THE COVID-19 ERA
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THINKING FORWARDHOTEL OPERATIONS IN THE COVID-19 ERA
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Our Partners
To ensure that all our sanitation processes were implemented to the highest protocol, we are extremely proud to announce that Armani Hotel Milano will be the first hotel in Northern Italy to partner with Bureau Veritas Group, a world leader in terms of quality, health and safety, environmental protection and social responsibility.
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Table of Contents(Linked to the respective pages)
ARRIVAL 05
HOTEL ENTRANCE 08 RECEPTION 09 ELEVATORS 11
GUEST ROOMS 14 F&B 17 KITCHEN 23 LEISURE 25 BUSINESS 27 MEETING ROOMS 28
DEPARTURE 31
OTHER GUIDELINES 33 EQUIPMENT & AGENTS 35
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Guest Journey Roadmap6 Main Touchpoints
ARRIVALJOURNEY OF THE GUEST
FROM THE ARRIVAL AT THE HOTEL TO THEIR ROOM
ROOMSMEASURES TAKEN TO KEEP ROOMS
SAFE AND SANITISED
LEISURE SANITISING AND KEEPING POOLS,
GYMS AND SPAS READY
DEPARTURE ADVANCE CHECKOUTS AND SAFE DISTANCES
FOOD & BEVERAGEJOURNEY AND EXPERIENCE
IN RESTAURANTS
BUSINESSMEASURES TAKEN IN MEETING
AND BUSINESS
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Guest ArrivalValet Roadmap
VALET TICKET DRIVER’S PPE/DPI
CAR DISINFECTION DRIVER’S HYGIENE PRACTICES
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Guest ArrivalValet Roadmap 1/2
CAR DISINFECTION DRIVER’S HYGIENE DRIVER’S PPE/DPI
In case of request, the car can be sanitizedby the parking company,
then it will be disinfected with certified products
and physical valet ticket on arrival and departure
will be provided. Steering wheels are sanitised
after every use.
Drivers to bathe at least once daily. Oral hygiene (brushing
of teeth) is required. Use deodorant to minimise
body odour, clean and trimmed fingernails at all times. Wash hands regularly
and wear PPE/DPI while on duty.
Gloves should be changed when contaminated or every
2 hours. Masks should be changed when contaminated
or every 4 hours. The team is well trained on
how to use PPE/DPI.
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VALET TICKET
The physical ticket valet card will be given to the guest.
(Existing method)
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Guest ArrivalHotel Entrance
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MANDATORY TEMPERATURE CHECKS AT ENTRANCE
REVOLVING DOORS WITH MOTION SENSORS
HOTEL DOOR OPENING
SANITISATION OF DOOR HANDLES,SURFACES AND BUTTONS
MINIMISED DEDICATED ENTRY POINTS
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Hotel Entrance
TEMPERATURE CHECKS DOOR OPENING SURFACE SANITISATION DEDICATED ENTRY POINTS
Temperature checks at the entrance are mandatory
(thermal camera). Guests with temperatures higher than 37.5 are taken
to a dedicated room to be further checked
by a nurse.
Dedicated associates open doors for guests.
Dedicated housekeeping cleaners sanitise door handles, surfaces and buttons every 2
hours with Oasis Pro 20sanitisation spray
The entry points minimised for outside guest access
to have more control over themicroscopic hazard entryto the premise. It is ideal
to have a single main access for the guests and one single
entrance for the staff
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Guest ArrivalReception
AMBASSADORS’ PPE/DPI
FULLY AUTOMATED SANITISATION STATION
HYGIENE AND SOCIAL DISTANCING MARKINGS
DISINFECTION OF KEYS, PENS,POS MACHINES
AND OTHER EQUIPMENT
❶
➋ ➌
➍
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RECEPTION GUIDELINES
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FULLY AUTOMATEDSANITISATION STATION
HYGIENE AND SOCIALDISTANCING MARKINGS
DISINFECTION OF KEYS, PENS AND MORE AMBASSADORS’ PPE/DPI
Fully automatedsanitisation station
present at the receptionfor guest usage.
The station to have sanitizing gel.
Safety, hygiene andother instructions aregiven to guests whilesignage stands at the
reception are placed asmarks to maintainsocial distancing.
Room keys are disinfectedbefore being given to guests.
Pens being used are sanitised.POS machines and all otherequipment are disinfected
before and after use.
All ambassadors wear masks and gloves, at all times.
Gloves should be changed when contaminated
or every 2 hours. Masks should be changed
when contaminated or every 4 hours. The team is welltrained on how to
use PPE/DPI.
Reception
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ElevatorsGuidelines followed by guests and ambassadors at elevators
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❶ ELEVATOR MARKINGS AND SAFETY GUIDELINES
❷ ELEVATOR BUTTON DISINFECTION
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Elevators
ELEVATOR MARKINGS AND SAFETY GUIDELINES
ELEVATOR BUTTON DISINFECTION
Safety instructions are placed outside the elevator limiting the number
of guests as per safety guidelines. Elevators are marked to ensure guests
do not face each other.
Buttons inside and outside the elevator,along with floor and other areas will be
sanitised by housekeeping every 2 hours.Hand sanitiser dispensers installed outside elevators on every floor.
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Guest RoomsMeasures to minimise risk in guest rooms
BED CLEANING AND SANITISATION
OUTSIDE FOOD DELIVERYPROTOCOL
❶ ❹
HAND SANITISERSGUEST ROOM DEEPCLEANING
WATER TESTING AND A/C CLEANING AND DISINFECTION
MONTHLY ICP COMPREHENSIVEDISINFECTION PROGRAM
❷ ❺
❸ ❻
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Guest Rooms
BED CLEANING ANDSANITISATION
WATER TESTING AND A/CCLEANING AND DISINFECTION
OUTSIDE FOOD DELIVERYPROTOCOL GUEST ROOM DEEP CLEANING ICP COMPREHENSIVE
DISINFECTION PROGRAMME
Beds are cleaned at everynew guest's stay, with steam
vacuum cleaners andMida San 316 FG
Device which will be placed in the room after every
checkout to disinfect theroom. Hand sanitisersare placed at regular
intervals on the floors.
Air and water testing isperformed in rooms tomaintain quality and
avoid bacteriadevelopment and A/C
ducts, filters and grills arecleaned and disinfected
on a regular basis.
Food delivery drivers willhave to use sanitisation station,
get their temperaturechecked to be able to
deliver food to in-houseguests/residents.
After checkout, deepcleaning of the room withOasis Pro 20 on frequently
touched areas such astelephone, remote control,chair and chair handles,table, toilet door handle,
toilet seat, hand wash taps,shower taps, iron machine
and electrical switches.
ICP comprehensiveprogramme to disinfectthe air and the surfaces
on monthly basis in all the rooms
and public areas.
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Guest RoomsMeasures to minimise risk in guest rooms
SANITISATION NORMS SIGNAGEAROUND HOTEL
HOUSEKEEPING TEAM’S PPE/DPI
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ELECTRONIC FEATURESAVAILABLE VIA ROOMIPADS/TVS
HANDLE DISINFECTION
TURN DOWN SERVICESAVAILABILITY UPON REQUEST ⓫ ❼
❽
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HOUSEKEEPING TEAM’S PPE/DPI
All ambassadors wearmasks and gloves, at all
times. Gloves to be changed when contaminated
or every 2 hours. Masks should be changed
when contaminated or every 4 hours.
The team is well trained on how to use PPE/DPI.
SANITIZATION NORMS SIGNAGEAROUND HOTEL
ELECTRONIC FEATURES VIAROOM IPADS/TVS
Signage highlightingsanitisation norms to befollowed will be placed
around the hotel.
E-newspapers, Laundry,Room Service instructionsand In-Room Dining are
made available via iPads/TVs.
Guest Rooms
TURNDOWN SERVICES
Turndown service isavailable upon request toensure minimal contact.
Guests who requireturndown service needto call our lifestyle team before 5PM to inform
housekeepingaccordingly.
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RESTAURANT GUIDELINES
TOUCHLESS MENUAND
PAYMENTOUTLET SANITISATION GUEST
SANITISATION STATIONS
TEAM ETIQUETTE
TYPE OF SERVICE
SANITISATION OF RESTAURANT ELEMENTS
RESTAURANT CAPACITY AND SOCIAL DISTANCING
BREAD AND FOOD SERVICE
TEAM’S PPE/DPI
SEALED DRINKS SERVICE
Food & BeverageMeasures to minimise risk in restaurant
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Food & Beverage
AMBASSADORS’ PPE/DPI
All ambassadors wearmasks. Masks should be
changed whencontaminated or every 4hours. The team is well
trained on how to use PPE/DPI.
CAPACITY
Reduction of seating capacity.
DISTANCE
Maintaining a distance of 1 metre to provide safe distance between guests.
ARRIVAL
Reservations for tables willbe required in order to
avoid crowding.
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CLEANING SANITISERS PENS CASHIER OUTLET
All high-touch surfacessuch as tables, chairs,
condiments, doorhandles, etc. are
frequently disinfected.
Hand sanitisation desk isallocated in all outlets for
guests to use.
Pens and other equipmentare sanitised
POS and PDQ machines are sanitised before
and after usage.
Machine used to sanitise the air
and outlet twice, daily.
Food & Beverage
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SEALED DRINKS DISPOSABLE NAPKINS MENU FOOD SERVICE
All open glassware iscovered. Service isperformed in closed
containers.
Pre-packed disposablenapkins along withdisposable gloves
for the staff are used.
Menus will be availablethrough QR code system.This will encourage nocontact with physical
menus.
All food is served coveredwith cloches. Bread isserved in disposable
napkins or in a paper bag,if requested.
Food & Beverage
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Food & Beverage
PPE/DPI GUEST ITEMS
Proper PPE/DPI (gloves andmasks) made available for
all guests.
Sanitisers and wet wipesare made available for
guests to help sanitise andclean phones/credit cards.
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KitchenMeasures to minimise risk in kitchen
KITCHEN GUIDELINES
CLEANING OF ALL FOOD MATERIAL
SPECIAL MENU OFFERING
SOCIAL DISTANCING OF WORK STATIONS
USAGE OF APPROVED KITCHEN SANITISATION AGENTS*SOCIAL DISTANCING
SANITISATION OF KITCHENS AND EQUIPMENT
MINIMUM NUMBER OF AMBASSADORS
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Kitchen
LIMITED MANNING DISPOSABLE MINIMAL CONTACT MENU
The number of ambassadorsrequired is limited to a
minimum andambassadors are
organised into teams toreduce interactions
among them.
All ambassadors weardisposable masks, gloves,
hair nets and all othersafety gears when required.
Workstations are placed ina way that ambassadors are
not facing each other andcan maintain appropriate
social distancing.
Run special menus andramp-up in a phased
manner.
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Kitchen
PRODUCTS SANITISING AGENTS KITCHEN TOOLS
Proper cleaning ofvegetables, meats and allother materials that arerequired in the kitchens.
Kitchens use approvedsanitising agents to disinfect.
All tools get sanitised aftereach use.
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LeisureMeasures to minimise risk at leisure facilities
GYMS AND EQUIPMENT DISINFECTION AND
EQUIPMENT ROUTINE
CLOSURE OF POOL AREA AND DISINFECTIONPROTOCOL UPON OPENING
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SANITISATION GYM OUTDOOR WORKOUT
The gym will disinfect the equipment after each
use by means of the Mida San 316 FG
Machine and Oasis Pro 20
To limit the number ofguests in the gym at thesame time, pre-bookingwill be required to allow
social distancing.Free weights and machinesdisinfection several times a
day. Sanitisation standavailable for guest usage.
Alternate options ofworkouts such as walk inthe park are suggested.
LeisureMeasures to minimise risk at leisure facilities
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MEETING ROOMCAPACITY
BREAK TIME COORDINATION
USAGE OF DISPOSABLE TABLE NAPKINS
SANITISATION STATION
AMBASSADORS'PPE/DPI
MANNED FOOD STATIONS AND MENU
OFFERING
VIDEO CONFERENCING
MANNED COFFEE MACHINE STATIONS DISINFECTION OF DESKS,
EQUIPMENT AND WORK AREA
EVENT LIVESTREAMING OPTION
BUSINESS
BusinessMeeting Room
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Meeting Room
CAPACITY SCHEDULES COFFEE FOOD STATIONS CANAPÉS
Reduction in originalcapacity per venue
ensuring no more than50% occupancy, as
outlined by authorities.
Different break times arecoordinated among thedifferent rooms used in
the same day.
Coffee machines aremanned by hotel
ambassadors on duty.
All food items on tables are covered. Individualportions are served.
Food stations to be mannedby chefs.
Pass around canapés are suspended
in order to avoid direct contact with food.
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Meeting Room
SANITISATION DISINFECTION WORK DESK
Hand sanitiser unit with sanitizing gelis made available.
Each desk, equipment andwork area are disinfected
after guest usage.
Adequate space betweenwork desks is kept.
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Meeting Rooms
DISPOSABLE TECHNOLOGY LIVESTREAM
Disposable paper napkinsare used instead of linen.
New technology to be madeavailable in events using
video conferencing.
Livestream options are made available
for events to different locations and
countries with highspeedbroadband.
AMBASSADORS’ PPE/DPI
All waiters, waitresses and other ambassadors
on duty wear gloves and masks
during set-up and service.
MARKETING
EDMs/other marketingcollateral to be designed
highlighting the measures.Collateral to include videos.
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DepartureMeasures to minimise risk upon checkout
ELECTRONIC CHECKOUT
SOCIAL DISTANCING
CROWD SURPLUS
ADVANCE CHECKOUT
SANITISATION
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Departure
CROWD SURPLUS E-CHECKOUT ADVANCE CHECKOUT SOCIAL DISTANCING MARKS SANITISERS
Separate checkoutarea in case reception
is overcrowded.
Encourage, where possible, the emailing of the bill
and accept online payments.
Guests are advised to inform the team about checkout plans
so that they can be ready for the changes.
Signage stands at thereception are placed as
marks to maintainsocial distancing.
Fully automatedsanitisation station
present at the reception for guest usage.
The station will have sanitizing gel and a disposal bin.
Wet wipes are madeavailable at the reception
for guest usage.
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Other GuidelinesEssential guidelines to be followed throughout the hotel
DISINFECTION OF ALL INDOOR INDOOR AREAS
DISINFECTION OF METALLIC SURFACES
ICP COMPREHENSIVEDISINFECTION PROGRAMME
WATER TESTING IS PERFORMED EVERY QUARTER
REFERRAL TO WHO AND GOVERNMENT HEALTH AUTHORITIES’ GUIDELINES
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Other Guidelines
DISINFECTION OF ALL INDOOR AREAS
DISINFECTION OF METALLICSURFACES
REFERRAL TO HEALTHAUTHORITIES’ GUIDELINES QUARTERLY WATER TESTING SANITIZATION PROGRAM
All indoor areas aremopped with
a disinfectant using 1%sodium hypochlorite orphenolic disinfectants.
For metallic surfaceslike door handles,
security locks, keys etc.70% alcohol is used towipe down surfaces
where the use ofbleach is not suitable.
WHO or ISS guidelines are referred
for additional information on appropriatedisinfectants
Water testing isperformed every
quarter.
Programme to disinfectthe air and the surfacesby professional partneron monthly basis in all
the rooms and thepublic areas.
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Equipment & AgentsA list and description of all equipment used in the different touchpoints
EQUIPMENT AGENTS
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TERMOSCANNER
OASIS PRO 20
SIRAFAN SPEED
MIDA SAN 316 FG
DRYSAN OXY
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THINKING FORWARDHOTEL OPERATIONS IN THE COVID-19 ERA
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Table of Contents(Linked to respective pages)
AMBASSADOR 37
CLOCK IN 38 SUITE UP 40 UNIFORM 41 LOCKERS 42
DINING 44RECEIVING TOOLS 46SERVICE ELEVATORS 48TRAINING 52
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Ambassador
AMBASSADORS’ TEMPERATURECHECKED
AMBASSADORS’ HEALTH STATUSCHECKED
The temperature control points are set for ambassadors and monitored every
time you enter the hotel.Operating temperature of ambassadors
more than 37.5 ° C are requiredreturn home.
Buttons inside and outsidethe elevator along with floor and other areas
sanitised by housekeepingfrequently.
Hand sanitiser dispensers are installed outside elevators.
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Clock inMeasures taken to minimise risk during ambassador clock in and out
CLOCK IN
❶
❷
❸CONTACTLESSCHECK-IN
CONTACTLESSCHECK-IN
HAND SANITISATION
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Clock in
CONTACTLESS CHECK-IN HAND SANITISATION SOCIAL DISTANCING MARKINGS
Contactless check-inmethods are in process
for all ambassadors.
Hand sanitisers areapplied before and
after clocking in and out.
Markings on the floor for social distancing aremade visible at the
clock in/out machines.
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Suit upGuidelines followed for ambassador uniforms
AMBASSADORUNIFORM
❶ STEAM PRESS SANITISATION OF UNIFORM
❷ REGULAR CHANGE OF MASKS AND GLOVES
❸ SOCIAL DISTANCING WHILE EXCHANGING UNIFORM
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Ambassador Uniform
STEAM PRESS SANITIZATION OF UNIFORMS
REGULAR CHANGE OF MASKSAND GLOVES SOCIAL DISTANCING
Uniforms are sanitised viasteam press or heat iron
and exchanged daily as a norm.
All ambassadors wearmasks and gloves, at alltimes. Gloves should be
changed when contaminated or every 2 hours. Masks should
be changed whencontaminated or every 8hours. The team is well
trained on how to use PPE/DPI.
Markings on the floor for social distancing aremade visible at the
clock in/out machines.
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Ambassador LockersGuidelines followed by ambassadors in the locker room
AMBASSADORLOCKERS
❶ SOCIAL DISTANCING AND MAXIMUM CAPACITY
❷ AUDIT VISITS
❸ TRAINING ON SANITISATION ETIQUETTE
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Ambassador Lockers
SOCIAL DISTANCING AND MAXIMUM CAPACITY AUDIT VISITS TRAINING ON SANITIZATION
ETIQUETTE
Number of employees at the lockers is regulated
with social distancing norms being followed.
Signage reminders on the maximum capacity
maximum capacity are maximum capacity
are made visible.
Senior ambassadors audit staff to make sure hands staff to make sure hands are being
wash properly and when needed
Ambassadors are educated on cough etiquette
and hand washing techniques, verbally and via visible collateral.
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Ambassador DiningMeasures takenes to minimise risk at staff cafeteria
STAGGERED SHIFTS
EXTENSION OF CAFETERIA HOURS MAXIMUM CAPACITY ALLOCATION
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Ambassador Dining
STAGGERED SHIFTS MAXIMUM CAPACITYALLOCATION
EXTENSION OF CAFETERIAHOURS
Shifts are staggered toavoid crowding.
Usage of the cafeteria isrestricted at any given time.
The hours of the cafeteria are extended to allow
for smaller groups. Each ambassador will sanitize
his station after lunch
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Receiving ToolsGuidelines followed at the receiving area
SANITISATION OF ALL SUPPLIES
VENDOR COMMUNICATION ON EXPECTATION OF HYGIENE STANDARD
USAGE OF WHO AND HEALTH DEPARTMENT
SANITISING AGENTS*
CHANGE OF GLOVES PRIOR TO RECEIPT OF EVERY SHIPMENT
❶ ❸
❷ ❹
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Receiving Tools
SANITISING SUPPLIES APPROVED SANITISING AGENTS VENDOR COMMUNICATION GLOVES
All supplies fully sanitisedbefore entering the
stores and refrigerators.Secondary packages are
disinfected in thereceiving area and tertiary
packages discarded with proper
waste management.
WHO and HealthDepartment approved
sanitising agents used forcleaning items while area
is sanitised at regularintervals.
Vendors advised on howgoods are accepted
and how their staff should arrivewith necessary protective gear.
Gloves to be changed aftercontamination.
* List of all chemical agents used in page 35
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Service ElevatorsGuidelines followed in Service Elevators
SAFETY INSTRUCTIONS PLACED INSIDE ELEVATORS
SANITISATION OF ELEVATOR ELEMENTS
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SAFETY INSTRUCTIONS PLACEDINSIDE ELEVATORS
SANITIZATION OF ELEVATORELEMENTS
Safety instructions,including the number ofemployees allowed atone time, placed insidethe elevator and made
easily accessible.
Elevator floors, buttonsand other areas that aretouched are sanitised.
Hand sanitiser dispensersinstalled outside elevators.
Service Elevators
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AmbassadorGuidelines followed in ambassador
SAFETY TRAINING
HEALTH CHECK-UP
PPE/DPI
TEMPERATURE CHECKS
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Ambassador
HEALTH CHECK-UP AMBASSADORS’ PPE/DPISAFETY TRAINING TEMPERATURE CHECKS
Regular health check for ambassadors
Proper PPE/DPI madeavailable for Safety Team.
Safety Team trained to handle and wear disposable PPE/DPI
in case of evacuation of potential suspected case.
All ambassadors’ temperature checkedwhenever they enter
in the hotel
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Ambassador TrainingAmbassadors trained to minimise risk
HYGIENE SANITISATION VIRTUAL CLASSES
INFORM AMBASSADORS OF ALL COVID-19RELATED SOPS.
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Ambassador Training
HYGIENE VIRTUAL CLASSES COVID-19 SOPS
Adequate space ismaintained between work desks,
based on maximum allowednumber of guests per area.
Each desk, equipment andwork area is disinfected
after guest usage.
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