Best Practice Protocol ReportMay, 2020

By Curaçao Hospitality & Tourism Association

Hospitality at its core is an industry of people taking care of people. The safety of our guests and employees has always been our number one priority. Now, as we work to reopen, we want to ensure travelers that the Tourism Industry will be cleaner and safer than ever before when they are ready to resume traveling once again. To meet the new health and safety challenges and expectations presented by COVID-19, the Curaçao Hospitality & Tourism Association is hereby presenting the best practices for the Hospitality Industry. This new initiative is focused on enhanced cleaning practices, social in-teractions, and workplace protocols, while ensuring transparency throughout the guest jour-ney. The best practices for the Hospitality Industry will seek to change the industry’s norms, be-haviors and standards to ensure that both guests and employees are confident in the clean-liness and safety once travel resumes. With a focus on Quality, Exemplary Service and Trust.This initiative represents a new level of focus and transparency for an industry already built on cleanliness. Hotels, for example, have always had rigorous standards for cleaning and safety. With the best practices for the Hospitality Industry, we are enhancing these standards to boost consumer confidence and doing so in accordance with the guidance of Texperience, GMN & MEO. This document is subjected to change quarterly based on further developments. We are honored to have TMC Tours, Avila Beach Hotel, AM Resorts, Renaissance Curaçao Resort & Casino, Mosa Restaurant, Papagayo Curaçao, Dolphin Suites Curaçao, CAP, Trupial Inn, Kura Hulanda Hotel and Lodge, Total Services, Somos Hotels & Management and BPO Curaçao as Curaçao’s top tourism companies join us in this industry-wide effort. We look forward to the day when the world is confident again to travel freely. When that happens Curaçao will be ready to safely welcome everyone back. We can’t wait.

Sincerely,

Miles MerceraPresident & CEOCHATA

Foreword

Content1. Pre-Arrival (Applicable for Car Rentals & Accommodations) 42. Employee & Guest Health 43. Cleaning Products & Protocols 74. Physical Distancing 125. Casino Operations 136. New Dining Experience 167. Transportation 178. Mask & Glove Protocol 19

All businesses offering customer service must adhere to the following Hygiene protocol stan-dards customized realistically to your business.

1.1 Booking• Business will provide guest with payment confirmation per email.• Business will provide guest with luggage tags via email which guests need to print and

place on his luggage.• Business will send guests terms and conditions in advance and guests will also need to

state that they agree and take full responsibilities on cleaning measures.• Assign seats in shuttle buses, on case of contamination it will be easy to check who was

sitting next to whom.• Shuttle Buses and Tour Buses to have a mandatory registration of which passenger will

have to be dropped off at which hotel to make it easier to notify a hotel if contamination occurs.

2.1 COVID-19 Training• All employees should follow a Covid-19 Safety training• A Hygiene Protocol Manager should be appointed.

2.2 Airport Arrival• Curaçao has to make sure to receive COVID-19 free certificates from travelers 24 hours

prior to boarding the plane. • The Government should have all luggage sprayed after leaving the plane.• Start thinking about new technology to scan faces/temperature which will help with reg-

istration of incoming visitors. • Inbound passengers must remain in quarantine for 14 days and will not be allowed to re-

ceive any visitors (while applicable).

1. Pre-Arrival (Applicable for Car Rentals & Accommodations)

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2. Employee & Guest Health

Important Note

2.3 Washing Hands & Hand Sanitizer• Support good hand hygiene for guests and anyone involved with the property by provid-

ing sufficient hand sanitizer, antibacterial soap/products at property entry points and key areas.

• All Guests and Employees should wash and sanitize their hands as frequently as possible. Washing your hands with Water & Soap is the preferred method. In situations where soap is not available, alcohol-based sanitizer is recommended.

• Hand sanitizer disposals shall include not less that 60% of alcohol.• Dispensers should be placed at key guest and employee entrances and contact areas. At

a minimum this should include lobby reception areas, employee entrances, any other re-ception areas, entire lobby areas, restaurant entrances, meeting spaces, elevator landings, pools, exercise areas and other public areas as applicable as possible.

• Hand sanitizer dispensers should be preferably touchless whenever possible.• Hand sanitizer will be available at each timeclock location and employees will be required

to sanitize their hands after clocking in.

2.4 Hand Washing• Employees shall wash their hands for at least 20 seconds, or use sanitizer when a sink is

not available, after any of the following activities: using the restroom, sneezing, touching the face, cleaning, smoking, eating, drinking, accepting items from a guest (ID, cash, credit card, key card), taking a break, and before a shift and as needed throughout the shift.

2.5 Front of the House Signage• Signages with Health and Hygiene reminders should be placed at high-traffic areas on

property, including the front lobby area.

2.6 Back of the House Signage• Signages shall be posted in the employee break room and cafeteria, and other areas em-

ployees frequently enter or exit. These signages should remind them to wear, handle and dispose masks (if applicable), wash hands, sneeze and cough the correct way, and avoid touching their faces.

2.7 Employee & Guests Health Concerns• Employees are instructed to stay home if they do not feel well and are instructed to con-

tact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19.

• Employees exhibiting symptoms of COVID-19 shall remain or return home. While at work, employees who notice a coworker or guest exhibiting symptoms of COVID-19 shall im-mediately contact a manager. At a minimum, hotels shall follow GMN guidelines for em-ployers and businesses, including instructing employees to self-isolate for the required

amount of time.

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• Points of entry will be limited to allow the security team to conduct non- invasive tempera-ture checks utilizing thermal cameras. Anyone displaying a temperature over 100.0°F will be taken to a private area for a secondary temporal temperature screening. Employees or guests confirmed to have a temperature over 100.0°F will not be allowed entry to the property and will be directed towards appropriate medical care.

• Limit employees to only their work area.• Specify a route for the employees.• Discourage employees to leave the property during breaks.

2.8 The Guest Journey 2.8.1 Guest Arrival• Guests are greeted curbside by their personal concierge with welcoming smiles rather

than handshakes and escorted directly to their room for check-in, for example via person-al tablet (if available)

• Guests will enter the resort through doors that are either propped open, are automated or manually operated by an employee.

• Employees will not open the doors of cars or taxis. • Guests requesting bell service will be assisted and the bell cart will be sanitized after each

guest is assisted.• Valet services will be suspended until further notice. • Recommend disinfecting shoes when checking in, maybe with the help of an alcohol pad.• Recommend including a alcohol based mister for luggage at the entrance of the hotel• The Front Desk should have partitions at check-in to provide an extra level of precaution

for both the guests and the associates.

2.8.2 Hotel Guest Elevators• An employee will be present to sanitize the button panels at regular intervals, at least

once per hour, or there will be sanitizing wipes available in the elevator to ensure the guest that it’s safe.

• Signage will be posted to explain the current procedures; for example, indicating how guests will have to stand in the elevators.

• No more than four guests will be permitted per elevator.

2.8.3 Guest Sanitation Amenities• Each guest will receive an amenity bag during check-in containing masks, hand sanitizer

and a COVID-19 awareness card where applicable. • A spray bottle of sanitizer or wipes will be provided in each room for guest use (subject to

availability and stored out of reach of small children).

2.8.4 Guest Service• Mobile technologies should be used when possible to provide reassurance and distancing

options for guests. E.g. cellphones can be used to check-in, access the room, and order room service.

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In order to clean the equipment personal protective equipment (PPE) and tools should be in good condition and supplied appropriately for the size and usage of the property. Personal Protective Equipment (PPE) typically includes disposable single-use-gloves, masks and shoe covers, as well as reusable eye protection. Any single equipment should be disposed of safe-ly after use.

3.1 Communication• Communicate to travelers on measures implemented, both pre-stay and during stay, via

your digital channels.

3.2 Training• The cleaners should be trained on how to use and care for and properly dispose of per-

sonal protective equipment (PPE).• Cleaners should be trained on properly using cleaning, disinfecting, and chemical prod-

ucts (e.g. germicides) and on safe waste disposal.• Cleaners should avoid touching their face during the cleaning process, as well as any un-

necessary contact with surfaces, including personal belongings.• Cleaners should implement enhanced hand hygiene (washing both hands and forearms

3.3 Cleaning Process• Prevent cross contamination by using specific equipment by area (room, bathroom, kitch-

en).• Plan the process to start with lowest risk areas (bedrooms, Livingroom) to highest risk ar-

eas (kitchen, bathroom).• Define a cleaning checklist to help ensure completion and keep records (these can be use-

ful in case of guest complaints).• Ventilate the property during and after process.• Use a detergent or soap and water, and leave to act for enough time, usually 3 to 5 min-

utes.• Rinse, wipe and dry to remove all products.• Clean and disinfect all cleaning equipment.• Clean or replace air filters after checkout.• Recommended to look into air conditioning treatment for all indoor areas.

3. Cleaning Products & Protocols

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3.4 Housekeeping• Guests may not be present in the room while it’s being cleaned. • Depending on the number of guests in a room (family or individual), linen should be

changed every other day or every 3 days.• Clean towels should be provided every other day. • Staff should be trained on new cleaning procedures and make sure the best cleaning

products are being used. • GMN should have a protocol in place for both quarantine hotels and for hotels after the

quarantine period. • Make sure to sanitize the kitchen equipment and place these in the dishwasher after check-

ing out.• Carts, trolleys and equipment to be sanitized at the start and end of every shift.• All items stored on shelves in the Housekeeping locker rooms are placed in bags and not

exposed to the open air when not in use. • Back of house restrooms will be sanitized at least once every four hours. • Upon arrival guests can be given three bags: one for soiled towels, one for soiled bedding

and one for trash. When towels and bedding need to be cleaned and when garbage needs to be removed, guests will be asked to place bags near the entrances to their rooms and to contact housekeeping, which picks up the bags without ever fully entering the rooms.

• Deep cleaning of the rooms to take place after guests leave.• To leave room vacant for a full 24 hours after a guest checks out before housekeeping en-

ters to prepare the room for the next guests while wearing personal protective equipment (facemask & gloves).

• Ensure a room remains empty a full two to three days between guests.

3.5 Public Spaces & Communal Areas• Cleaning and disinfecting shall be frequent (multiple times per day) with an emphasis on

frequent contact with hard non-porous surfaces including, but not limited to, front desk check-in counters, bell desks, elevators and elevator buttons, door handles, public bath-rooms, vending machines, ice machines, room keys and locks, ATMs, escalator and stair handrails, gym equipment, pool seating and surrounding areas, dining surfaces and all seating areas.

3.6 Guest Rooms• Cleaning and disinfecting protocols will require that particular attention is paid to high-

touch, hard non- porous items including television remote controls, toilet seats and han-dles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring. The frequency of room cleaning during a guest’s stay may be altered based on guest requirements.

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• Other high-touch surfaces to prioritize are: bathroom taps, toilet flush handles, toilet seats, utensils, cutlery and crockery, furniture such as chairs, tables, and parts of the bed frames, children facilities such as bunk beds, toys, or play equipment (if not removed from property), linen (including those that appear unused), recycling bins, waste disposal con-tainers, guest information, brochures and menus.

• Clean with hospital-grade disinfectants.• Look into sterilization-grade lamps that emit UV lights together with the ionizer that proj-

ects ions that actively attach to and eliminate all viruses and germs. • Roll out enhanced technologies including electrostatic sprayers to sanitize surfaces

throughout the hotel.• After sterilizing every room, it is then sealed with a sticker ensuring guests they are enter-

ing a hospital-grade, sterilized room.

3.7 Laundry• Minimize handling of used linen to minimize risk of contamination, particularly shaking it. • Dirty linen will be bagged in the guest room to eliminate excess contact while being trans-

ported to the laundry facility. • Wash linen at highest temperature, and dry completely before storing.• Clean linen should be stored and handled separately from used linen.

3.8 Hotel Guest Elevators• Button panels shall be disinfected at regular intervals, including the beginning of each

housekeeping staff work shift and continuing throughout the day.

3.9 Back of the House• Cleaning and disinfecting of all high touch areas shall occur at least twice per day in high

traffic areas. Handwashing stations and access to hand sanitizer should be convenient and highly visible.

3.10 Laundry• Cleaning equipment should be cleaned and disinfected before and after use to minimize

the risk of contamination.• Any single-use equipment should be disposed of safely after use.• Shared tools and equipment shall be disinfected after each shift then transfered to a new

employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.

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3.11 Room Recovery Protocol• In the event of a presumptive case of COVID-19, the affected guest room shall be removed

from service and quarantined. The guest room shall not be returned to service until un-dergoing an enhanced cleaning and disinfecting utilizing EPA approved products within GMN guidelines.

• To help travelers’ peace of mind we should avoid back-to-back stays. This will help mini-mize the likelihood of contamination by allowing enough time for cleaning and disinfec-tion. Hereby some considerations for partners to help minimize the likelihood of infection:

• Letting the property remain empty for a total of 24 hours after previous stay checkout, including cleaning above.

Note: While time between stays could help minimize likelihood of contamination, it does not replace enhanced cleaning process.

3.12 F&B Supplies• Utensils should be washed and changed more frequently. • Portion controls should be emphasized to reduce food exposed for long periods. • Sneeze and cough screens shall be present at all food displays. • Minimal items should be placed on guest tables to allow for effective disinfection in be-

tween each guest, including condiments, silverware, glassware, napkins, etc. • For certain segments, the use of prepackaged foods and ‘grab & go’ items shall be the

preferred method of food delivery. • All equipment will be sanitized prior to assigning for the shift.• Runners will sanitize all doors, handles and high contact surfaces at least once per hour.• To set food on cart in hallway and notify guest when the cart is outside of the guest’s room

(plate covers remain) – guests will retrieve their own tray. Employee takes the cart.• Guests to notify when finished with their meal and place their tray in the hallway outside

of their room.• Printed menus to be removed from rooms and to explore menu delivery options: QR Code

in room to access a PDF version, scrolling on an in-house tv channel, etc. • Minibar items will be available upon request.• Room service can be specially packaged and delivered right to your door without contact

or leave the carts outside. • For the buffet, social distancing must stay in place and have the staff cater to them. • Apartment hotels with their own kitchenette can have hotel staff deliver groceries.• All shared equipment and meeting amenities to be sanitized before and after each use or

be single use if not able to be sanitized.• All food and beverage items to be individually plated and served.• During coffee breaks and meetings, coffee and other items to be attended and served by

a server.• To provide individual bottled water on meeting tables and water stations.

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3.13 Hotel Gift Shop• Cash wraps, phones, workstations, hard surfaces, handles and frequently touched surfaces

to be sanitized after every single use. • To post signage at each store reminding guests of maximum occupancies and distancing

guidelines.• Displays and retail assortments will be limited to essential items (including sundries, toi-

letries, pre-packaged food and beverage). • Items will be available only for display and guests are not allowed to touch the items to

avoid cross contamination. Guest to request employee assistance in any case.• All merchandise will be served/handled by a retail attendant; no self-serve available in

any category.• All sales final until further notice.• Golf Pro Shop will feature pre-packaged items only (including visors, hats and gloves).

3.14 Hotel Gym• Guests to sign up for a specific gym time slot.• To take temperature upon entry (employees and guests) and to deny entry of anyone with

a fever.

3.15 Pool• Lounge chairs to be sanitized after each use.• Cabana guest contact surfaces to be sanitized after each use.• Cabanas to be pressure washed and sanitized each night (if applicable).• Disinfect all touching points of the palapas each night (if applicable).• Towel desk, entry kiosks and all other desks and counters to be sanitized at least once per

hour.• Lifeguard stands to be sanitized upon rotation. • Lounge chairs set with appropriate physical distancing.

3.16 Pool• Golf carts to be sanitized before and after each round by a designated cart ‘pit crew’.• Loaner clubs to be sanitized before and after each round.• Locker rooms and foyer area sanitized at least once every four hours; guest contact areas

should be sanitized after each use.• All employees to be provided personal size hand sanitizer and wipes to keep on them

during their shifts and while on the course.• Employees to wash hands or sanitize hands after touching any guest equipment including

clubs, bags or shoes.• One player per cart unless immediate family members and/or following updates on

guidance from local authorities.• Addition of inserts into golf hole cups to allow easy removal of balls.

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• Increased tee time spacing to 20-minute intervals.• Every other bay to be utilized for warm-up area.• Sand and seed bottles removed from carts; employees will handle between rounds.• Remove rakes from bunkers; one rake per golf cart to only be handled by the caddie.• Welcome packet of tees, ball markers a scorecard and pencils pre-set in carts for player

use.

4.1 Physical Distancing & Queuing • Guests shall be advised to practice physical distancing by standing at least 2 meters away

from other groups of people not traveling with them, including any area where guests or employees’ queue. Such areas shall be clearly marked for appropriate physical distancing.

• Where possible, encourage one-way guest flow with marked entrances and exits. • When applicable, lobby furniture and other public seating areas will be reconfigured to

promote social distancing. • Signages should be put in place to remind guests to maintain social distancing.

4.2 Guest Rooms• In anticipation of individual concerns of guests and staff, housekeeping shall not enter a

guest room during a stay. Housekeeping shall maintain the practice of cleaning rooms thoroughly following check-out.

4.3 Meeting & Convention Spaces• Meeting and banquet arrangements shall allow for physical distancing between guests • Self-serve buffet style food service will be suspended and replaced by alternative service

styles.

4.4 Hotel Front Desk & Concierge• Front desk agents shall practice social distancing including utilizing every other worksta-

tion to ensure separation between employees whenever applicable and possible. • The use of technology to reduce direct contact with guests, lobby population and front

desk queue is encouraged, where feasible.• Contactless payment processes are encouraged, and when not available, employees

should minimize contact as much as possible. • Self-parking options should be emphasized, where possible. If valet service is provided,

disinfecting of contact points within the vehicle is required• Van and shuttle service shall be limited and disinfecting of contact points will be required.

4. Physical Distancing

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4.5 Pools & Beaches• Seating shall allow at least 2 meters of separation between groups of guests. • Kids will be allowed to walk outside but will only be allowed to attend the pool or play on

the hotel playgrounds based on time slots to minimize the risks accordingly.

4.6 Back of the Office• Physical distancing among all employees shall be practiced in employee dining rooms,

uniform control areas, training classrooms, shared office spaces, and other high-density areas.

4.7 Public/Shared Areas• Restaurant tables and other physical layouts will be arranged to ensure appropriate dis-

tancing. • For retail spaces in coordination with the retail partners and tenants, guest occupancy

limits will be enforced to allow for appropriate distancing at our owned and leased retail spaces.

5.1 The Guest Journey 5.1.1 Cleaning & Sanitizing Protocol • Guest facing counters to be sanitized at least once per hour.

5.1.2 Physical Distancing Protocol• Guests to maintain 2 meters of separation while waiting in line with the spacing to be. • Slot machines and other physical layouts will be arranged to ensure appropriate distanc-

ing• Slot machines will be turned off and/or reconfigured with the chairs removed to allow for

physical separation between guests. Casino Supervisors and managers will ensure that guests do not congregate around slots.

• Table games will have chairs removed and every other table will be open. Casino Supervi-sors and managers will ensure that guests do not congregate in groups.

5.1.3 Clearly Marked on the Floor Guest Considerations • Hand sanitizer bottles are located on the guest counter at the Cage.• Hand sanitizer stations are located outside of the Cages.

5. Casino Operations

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5.2 Slot Operations 5.2.1 Cleaning & Sanitizing Protocol • Hand sanitizing stations should be included on the casino floor including one adjacent to

and all ATMs.• Workstations to be sanitized at least once every four hours. • Slot attendants to offer to sanitize slots for guests sitting down at a machine. • Slots to be sanitized at least once every four hours.• Slot supervisors to complete a log in each section to track each machine’s sanitization

schedule.

5.2.2 Physical Distancing Protocol• Slot machines will be turned off and/or reconfigured with the chairs removed to allow for

separation between guests. • Guests to maintain 2 meters of separation while waiting in line.

5.2.3 Guest Considerations • Hand sanitizer dispensers to be placed throughout the slot floor.• Signage will be placed throughout the slot floor to remind guests to sanitize slot machines

before use or contact a slot attendant for assistance.

5.3 Table Games Operations 5.3.1 Cleaning & Sanitizing Protocol • Supervisors to sanitize table game rails after each guest leaves a game. • Supervisors to sanitize each chair area after each guest leaves a game. • Dealers to sanitize dice for each new shooter. • Dealer to sanitize the on/off button when entering a game. • Dealer to sanitize the exterior of the card shoe when entering a game and the interior of

the card shoe when the game goes dead. • Supervisors to sanitize the outside of shufflers every four hours; inside to be sanitized

once per week. • Roulette wheel head, ball and dolly sanitized when a new dealer enters the game• Supervisor to sanitize the Chipper Champ every hour. • Big Six Wheel spokes and mirror to be sanitized by opening and closing supervisor. • Pit Podiums to be sanitized by Pit Administrator every hour including phones, computers,

all hard surfaces and cabinetry. • Dealer to sanitize the money paddle when arriving at the game. • Dealer to sanitize token boxes when entering a game. • Trash pick-up in pits to be increased.• Pit Technicians to sanitize hard surfaces and push carts at the beginning and end of each

shift. • Chip cleaning solutions is still being reviewed - pending international expert guidance.• Employees to sanitize tables and chairs after using the lounge. • Player’s lounge to be deep cleaned daily. 14

5.3.2 Poker Operations• Supervisors to sanitize table game rails after each customer leaves (ongoing).• Supervisors to sanitize each chair area after a customer leaves (ongoing). • Supervisors to sanitize the outside of shufflers every hour; inside to be cleaned once per

week.• Supervisors to sanitize podiums at least once per hour including phones, computers and

all hard surface and cabinetry.• Dealers to sanitize in table rating units each time they enter a game.• Dealers to sanitize token boxes.• To use/open every other table. Tables to be staggered.• Maximum seating to be established.• Dealers to verbally give breaks instead of “tapping in”. • To remind guests to sanitize their hands prior to the start of play.

5.3.2 Physical Distancing Protocol• Every other table open. • Three chair/guest maximum per table game (corners and middle seat remain). • Four chair/guest maximum per big baccarat table. • Three players maximum on each side of dice tables.• Discourage unrelated guests from congregating behind players. • Remove seating in the Table Games Lounge and enforce maximum occupancy limits. • Dealers to verbally give breaks instead of “tapping in” and maintain appropriate separa-

tion.

5.3.4 Guest Considerations • Guests will be reminded to use hand sanitizer prior to the start of play and reminded of

proper mask usage. • Cocktail Servers will remain available and serve beverage upon request; Butlers will re-

main available for food and beverage service in VIP gaming areas.

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6.1 The Experience• Tables should be spaced further than the customary uncrowded design. • The popular morning buffet service has been updated to made-to-order and safely served

individually by staff.• Restaurant menus to be sanitized and labeled disinfected for every guest who will then

place their order from a social-distanced server.• Have restaurants work with reservations only or work with timeslots to avoid ques.• Request the contact details of all guests and create a database to notify if there’s a possi-

ble contamination.• The floor designs should be adapted accordingly where the normal capacity would prob-

ably be divided in 2.• Allow groups not bigger than 6 to apply social distance accordingly. • Suppliers should also adhere to a certain health care as more restaurants will be making

use of the food delivery service.• Within the new normal, safety should come before efficiency, which should include the

following: o Clean swipe machine after each transaction o Wipe Handhelds o Clean Trays o Include visible sanitizers (There should be workstations to wash your hands)• Look into how to remove cutlery, salt & pepper and glassware. • Trainings must be implemented in regard to the new normal. • A user-friendly health code should be established.

6.2 Restaurants, Bars & Lounges • Host Podiums including all associated equipment to be sanitized at least once per hour• Service stations, service carts, beverage stations, counters, handrails and trays to be san-

itized at least once per hour or three times per hour if it’s busy, and logged by a manager.• POS terminals to be assigned to a single server where possible and sanitized between

each user and before and after each shift. If multiple servers are assigned to a POS ter-minal, servers will sanitize their hands after each use.

• Dining tables, bar tops, stools and chairs to be sanitized after each use.• Condiments to be served in single use containers. • Menus to be single use and/or disposable. An idea would be to make use of laminated

menus.

6. New Dining Experience

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• Existing porous placemats (including Chile ich style) to be replaced with linen, single use disposable or non-porous placemats that can be machine washed and sanitized after each use.

• Sanitize trays (all types) and tray stands sanitized after each use.• Storage containers to be sanitized before and after each use.• Food preparation stations to be sanitized at least once per hour.• Kitchens to be deep cleaned and sanitized at least once per day.• Food and beverage items being prepared to be transferred to other employees using con-

tactless methods (leaving on expediting tables, conveyors, etc.).

6.3 Hotel Restaurant• Peak period queuing procedures to be implemented when guests are not able to be im-

mediately seated. • Lounge seating to be removed.• Tables and booths to be utilized with appropriate physical distancing between each family

or traveling party (2meters).• Reduce bar stool count to provide appropriate physical distancing.• Manage the line flow at quick serve outlets to ensure coffee and food pick up areas remain

appropriately distanced.• All self-serve condiments and utensils to be removed and available from cashiers or serv-

ers.• The option of using a straw to be offered and all straws to be wrapped.• Napkin service to be suspended (no placing in a guest’s lap or refolding).• Tableside cooking to be suspended.• Bar snacks (e.g. peanuts) will be served per individual guest and not shared.• All food and beverage items to be placed on the table, counter, slot or other surface in-

stead of being handed directly to a guest.

7.1 Hygiene• Include hand sanitizer machines or spray bottles in each bus.• Disinfecting of high touching surfaces in between every trip.• PPE for drivers (gloves, masks, face shields).• A spray to disinfect all luggage.

7. Transportation

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7.2 Airport Arrivals and Departures• Arriving passengers will leave their luggage at the luggage depot of the buses.• The drivers will arrange the luggage in the luggage depot of the bus.• Before entering the buses, all passengers must disinfect their hands with the hand sanitiz-

er machines or spray bottles in the bus.• Transport and seating protocol in the bus will be the same as the airline protocol.• No passengers are allowed to sit behind or next to the drivers.• Buses will have a mandatory manifest of which passenger was dropped off at which hotel

to make it easier to notify a hotel when contamination has occurred. • Seat numbers to be assigned. Guest should enter the bus starting from the back to the

front.• Before every arriving or departing transfer, high touching surfaces must be disinfected in

the buses.• Thorough disinfecting of the buses at the end of day.

7.3 Car Rental• Disinfecting wipes/hand sanitizer in the vehicle to wipe down yourself.• Rental agent must wipe down the steering wheel, handles etc. at pickup/delivery.• Visible signage at rental office & in the vehicle outlining the cleaning process.• Transparency regarding disinfecting solutions/product used to clean the vehicle.• Third party/customer must approve the rental cleaning process.• Visible signage of compliance of hygiene standards approved by health authority.

7.4 Taxi Service• Partitions to be installed in the taxi vehicles.• All vehicles will be sanitized before and after every reservation: (there will be a disposable

pamphlet on the seats indicating that the vehicle had been sanitized).• Chauffeurs are wearing gloves (chauffeurs use new gloves for every reservation).• Luggage handles will be sanitized before and after the chauffeur handle it.• Taxi Services to provide masks, disinfecting wipes and hand sanitizer on each trip.• Front passenger seat not available.• No more than 4 customer in each vehicle.• No share transfer accepted.• Cashless payments.• POS device will be sanitized after every transaction.• Chauffeur must check in at the front office of the hotel and register the name of the pas-

sengers and name, phone number of the taxi driver. This to notify the taxi driver when contamination has occurred.

• At the hotel the chauffeur will unload the luggage at a safe distance from the passengers.

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8.1 Mask Usage 8.1.1 How and when to use a mask• You should use it if you are caring for someone suspected of having a Coronavirus infec-

tion; Also, if you will use public transport or go to places arranged for the provisioning of provisions.

• If you need to wear a mask, learn how to use it and how to remove it correctly.

8.1.2 How to put on the mask?• Wash your hands beforehand with soap and water or with an alcohol-based disinfectant.

Cover your mouth and nose with the mask, and make sure there are no gaps between your face and the mask.

8.1.3 How to use it? • Avoid touching the mask while wearing it. If you do, wash your hands with soap and water

or an alcohol-based disinfectant. Change your mask as soon as it is wet and do not reuse masks that are for single use only.

8.1.4 How to remove and discard the mask?• You should use it if you are caring for someone suspected of having a Coronavirus infec-

tion; Also, if you will use public transport or go to places arranged for the provisioning of provisions.

• If you need to wear a mask, learn how to use it and how to remove it correctly.

8.1.5 How to properly put on gloves?• Wash your hands beforehand with soap and water or with an alcohol-based disinfectant.

Cover your mouth and nose with the mask, and make sure there are no gaps between your face and the mask.

8.1.6 How to properly remove gloves?• Pinch and hold the outside of the glove near the wrist area. Peel downwards, away from the

wrist, turning the glove inside out. Pull the glove away until it is removed from the hand and hold the inside-out glove with the gloved hand. With your un-gloved hand, slide your finger/s under the wrist of the remaining glove, taking care not to touch the outside of the glove. Again, peel downwards, away from the wrist, turning the glove inside out. Continue to pull the glove down and over the inside-out glove being held in your gloved hand. This will ensure that both gloves are inside out, one glove enveloped inside the other, with no contaminant on the bare hands.

8. Mask & Glove Protocol

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For more detailed protocols, please look into the following reports:

• GMN Protocol Report• CAP Protocol Report

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