summer 2020 in bluesun hotels & resorts · 2020. 6. 8. · ensuring clean and disinfected space...

SUMMER 2020 IN BLUESUN HOTELS & RESORTSPreparations for hotel & resort opening during the COVID-19 pandemic

2WORK GUIDE during COVID-19 pandemic

Thanks to the excellent epidemiological situation in Croatia, but also further adherence to the highest health and safety standards, Bluesun Hotels & Resorts are ready for summer 2020.

Taking care of the health of our guests, employees and business partners, and in collaboration with experts, we have prepared measures for work in the time of the COVID-19 pandemic.

The guide in front of you is a basic and detailed guide for every Bluesun Hotels & Resorts employee, in each destination and every hotel.

All of them will undergo training in appropriate environments. All measures adopted will be updated to include new information important for risk mitigation.


CONTENT

1. COVID-19 pandemic .......................................... 4

2. Symptoms ..................................................................... 5

3. Spread of the pandemic ..................................... 6

4. COVID-19 prevention ....................................... 7

5. Guests arrival / reception .................................. 8

6. Restaurants and bars - all areas .................... 9

7. Restaurants and bars - social distance ..10

8. Restaurants and bars - price lists ..............11

9. Restaurants and bars - table linen ...........12

10. Restaurants and bars - dishes, cutlery, glasses .........................................................13

11. Restaurants and bars – payment terminals ......................................................................14

12. Room service ..........................................................15

13. Payment in cash and cards ............................16

14. Serving hotel meals .............................................17

15. Public area ..................................................................18

16. Bathrooms - hotel rooms + public area ...........................................................19

17. SPA ...................................................................................20

18. Gym ................................................................................21

19. Hotel rooms ............................................................22

20. Pools and jacuzzis .................................................23

21. Kitchen - food preparation ...........................24

22. Laundry warehouse ...........................................25

23. Proceedings in the case of symptoms appearance - guest ..............................................26

24. Proceedings in the case of symptoms appearance – employee .................................28

25. Isolation standards ...............................................29

26. Marking zones in the hotel / resort .......30

27. Confirmed case of infection ........................31

28. Transportation of persons with infection suspicion ..............................................32

29. Water treatment .....................................................33

30. Air conditioners - filter maintenance ....34

31. Washing dishes and glasses...........................35


1. COVID-19 PANDEMIC

The COVID-19 pandemic has caused an unprecedented global health crisis and placed before us numerous challenges. From the first recorded cases in China at the end of 2019, in a very short time the virus spread to all inhabited continents.

Tourism is especially facing a challenge. Hotels and other tourist accommodation facilities are places where guests stay in close contact, with a high degree of interaction between them and employees. It is therefore necessary to take great care of safety and health.


2. SYMPTOMS

Common symptoms Other symptoms

Elevated bodytemperature

Tiredness

Dry cough

Body aches

A runny nose

Sore throat

Shortness of breath

Diarrhea

In critical cases, COVID-19 can cause pneumonia, multiple organ failure and can

lead to a fatal outcome.


3. SPREAD OF THE PANDEMIC

COVID-19 positive person

Drops containing the virus end up in the air by

sneezing or coughing

The drops fall on different surfaces and objects

The drops remain on the hands while touching

The drops reach the nose and mouth

The drops reach the nose and mouth

1 - 2 m


4. COVID-19 PREVENTION

WashingWash your hands

regularly with soap and water and use alcohol based

disinfectants.

CoveringWhen you cough or sneeze cover your mouth and nose

with elbow or paper handkerchief;

discard it in the trash and wash your hands

afterwards.

Not touchingAvoid touching your face,

mouth and eyes.

DistanceAvoid close contact with people who have an elevated

temperature, cough and / or shortness of breath. Avoid larger groups of people and the public

gatherings.

IsolationIf you get sick stay at

home and prevent the spread of virus.


5. GUESTS ARRIVAL / RECEPTION

WHAT WHO HOW WHY

PROTOCOL 1 Greetings and booking check

Assistant receptionistProof of accommodation booking in paperor digital form

Entry allowed only forguests with a booking

PROTOCOL2 Guest examination Assistant receptionist

- Pay attention to coughing or sneezing

- Record guest in a provided form

Identifying risky guest for safety of all employees and guests

PROTOCOL 3 Hand disinfectionAssistant receptionist / Guest

Secure hand sanitizer for guests at the entrance

Reducing possibility ofinfection spread

PROTOCOL 4 Masks / gloves for guests Reception staffIf the guest requests,providehim disposable masks andgloves


PROTOCOL 5 Guest check-in Reception staff

- Keeping guests as short as possible

- Taking documents using disinfectant gloves



6. RESTAURANTS AND BARS – ALL AREAS

WHAT WHO HOW WHY

PROTOCOL 1 Greeting guests Restaurants and bars staff - No handshake - Be alert of social distance

Safety of all guestsand employees

PROTOCOL 2 Maintaining socialdistance

Restaurants and bars staffAlways keep a 2 m distance


PROTOCOL 3 Furniture andequipment cleaning

Restaurants and bars staff

Cleaning and disinfection of all work surfaces, furniture and crokery after each guest

Reducing possibility ofinfection spread and maintaining high hygienic standards

PROTOCOL 4 Billing Restaurants and bars staff See chapter 8.Reducing possibility ofinfection spread


7. RESTAURANTS AND BARS - SOCIAL DISTANCE

WHAT WHO HOW WHY

PROTOCOL 1 Seating distance inrestaurant and bar

Restaurants and bars staffEnable a minimum of 1.5 m distance between eachtable

The greatest possible safety of guests andemployees

PROTOCOL 2 Sitting at the bar Restaurants and bars staff

- Sitting at the bar forbidden

- Remove all high chairs by the bar

The greatest possible safety of guests and employees


8. RESTAURANTS AND BARS - PRICE LISTS

WHAT WHO HOW WHY

PROTOCOL 1 Disinfection of price list Restaurants and bars staff

- Disinfect price lists after each use

- Keep all disinfected price lists in the same assigned storage place


PROTOCOL 2 Presentation of price list Restaurants and bars staff

- Oral presentation first - If the guest requests it, bring disinfected

- Price list in gloves


PROTOCOL 3 Taking price list from a guest

Restaurants and bars staff

After taking price list, disinfect it and return to assigned storage place with other price lists



9. RESTAURANTS AND BARS - TABLE LINEN

WHAT WHO HOW WHY

PROTOCOL 1 Picking up clean tableclothsand napkins

Warehouseman / Restaurants and bars staff

- Use a mask and gloves - Use disinfected transport trolley


PROTOCOL 2 Dirty tablecloths and napkins

Warehouseman / Restaurants and bars staff

- Use a mask and gloves - Put everything in the intended bag and deliver to the warehouseman

- Disinfect yourself


PROTOCOL 3 Table setting Restaurants and bars staffUse disinfected gloves and mask



10. RESTAURANTS AND BARS - DISHES, CUTLERY, GLASSWARE

WHAT WHO HOW WHY

PROTOCOL 1 Washing cutlery Restaurants and bars staff

- Washing machine at 80°C

- Use a mask and gloves - After washing, wipe - Accessories with mixture of water and lemon

Reducing possibility ofinfection spread and maintaining high level of cleanliness

PROTOCOL 2 Washing crockery Restaurants and bars staff - Washing machine at 80°C

- Use a mask and gloves


PROTOCOL 3 Washing glassware Restaurants and bars staff - Washing machine at 80°C

- Use a mask and gloves


PROTOCOL 4 Maintaining dishwasherRestaurant manager /Technical service

- Recommended cleaning agents / temperature check



11. RESTAURANTS AND BARS – PAYMENT TERMINALS

WHAT WHO HOW WHY

PROTOCOL 1 Usage Restaurants and bars staff - Use only with gloves - After each use disinfect gloves


PROTOCOL 2 Disinfection Restaurants and bars staff

Before and after each shift using the prescribedcleaning agents bycontracted supplier



12. ROOM SERVICE

WHAT WHO HOW WHY

PROTOCOL 1 Work surfaces and accessories disinfection

Kitchen staff

Use prescribedcleaning agentsby the contractedsuppliers

Keeping workspace safe and clean

PROTOCOL 2 Food preparation ChefsFood preparationfollowing the basicshygiene standards

Reducing contamination possibilities

PROTOCOL 3 Food packaging ChefsUse appropriatematerial stored indisinfected area

Reduction of food exposure

PROTOCOL 4 Issuing food Chefs - Make sure to maintain temperature

- Serve as soon as possible

Reduction of food exposure

PROTOCOL 5 Food delivery Restaurant staffFood delivery usingmasks and gloves directly to a guest

To ensure thatfood is as protected as possible and that fewer people come in contact with it


13. PAYMENT IN CASH AND CARDS

WHAT WHO HOW WHY

PROTOCOL 1 Cash payment Restaurant staff - Use gloves - Put it in your wallet - Disinfect hands


PROTOCOL 2 Credit cards Restaurant staff - Use gloves - Disinfect the payment terminal



14. SERVING HOTEL MEALS

WHAT WHO HOW WHY

PROTOCOL 1 Preparation for serving(mise en place)

Restaurant staff See chapter 10. Maintaining highest hygienic standards

PROTOCOL 2 Serving foodChef

- Serves food on a plate and serves the guest

- Disinfect your hands as often as possible

Reducing possibility ofcontamination

PROTOCOL 3 Serving drinks WaiterBe sure to wear a mask and gloves

Reducing possibility ofcontamination

PROTOCOL 4 Cleaning tables Restaurant staff

- Wear gloves - Take off gloves after disposal of dirty inventory for washing



15. PUBLIC AREA

WHAT WHO HOW WHY

PROTOCOL 1 Clean all floors, doors,furniture and sanitary ware

Cleaner / Supervisor

- Use prescribed means and protective equipment

- Clean every 3 hours - Keep cleaning records

To keep surfaces cleanbefore disinfection

PROTOCOL 2Disinfect floors,doors, handles, buttons on elevators, furniture andsanitary ware


- Use prescribed disinfection means and protective equipment

- Clean every 3 hours - Keep cleaning records

To make sure all surfaces are disinfected

PROTOCOL 3 Use disinfectedmaterials and equipment

Cleaner / Supervisor Mark equipment and material for each area of cleaning

To ensure propercleaning and disinfection

PROTOCOL 4 Adequate filling of alldisinfection apparatus


- Visual inspection - Fill with appropriate agent

- Keep records

Ensuring availability ofdisinfectants forguests and employees


16. BATHROOMS - HOTEL ROOMS + PUBLIC SPACESWHAT WHO HOW WHY

PROTOCOL 1 Collecting dirty laundry / linen

Maids / CleanersLaundry warehouseman

- Use a dirty basket laundry

- Use a mask and gloves - Hand over the laundry for washing


PROTOCOL 2Clean sinks, toilets,showers, bathtubs, faucets, mirrors, tiles and handles

Maids / CleanersSupervisor

- Use prescribed agents - Wipe and dry surfaces - Clean public spaces every 2 hours

- Clean the rooms according to given standard

Ensuring cleanlinessof all surfaces

PROTOCOL 3 Disinfect all surfacesMaids / CleanersSupervisor

- Use as prescribed disinfectant

- Disinfect public surface every 2 hours

- Disinfect rooms according to given standard

Ensuring disinfection of all surfaces

PROTOCOL 4 Adequate filling ofdisinfection apparatus

Maids / CleanersSupervisor

- Visual inspection - Fill with prescribed disinfectant agent

Ensuring availability ofdisinfectant toguests and staff


17. SPA

WHAT WHO HOW WHY

PROTOCOL 1 Personal disinfection Therapists / Beauticians/ Managers

According to basic hygienestandard

Ensuring disinfection of employees before work

PROTOCOL 2Clean and disinfectreception area, handles, switches and other surfaces

Cleaner / Therapist - Clean and disinfect with prescribed agents

- Keep cleaning records

Ensuring clean anddisinfected space

PROTOCOL 3Clean and disinfect rooms for treatments, handles, allsurfaces, equipment and inventory

Cleaner / Therapist

- Clean inventory and equipment and disinfect after each use with prescribed agent

- Set clean laundry / paper mats after each use

Ensuring hygieneprotection before treatment

PROTOCOL 4 Personal belongings of guests Therapist Do not touch the personal belongings of the guest


PROTOCOL 5 Storing personal belongings of guests Therapist / Managers

- Separate guest lockers - Disinfect before shifts and after each use

Maintaining hygienic standards

PROTOCOL 6Maintaining personalhygiene during working hours

Therapists / Beauticians/ Managers

- Throw used masks and gloves after each treatment

- Wash and disinfect hands before and after treatment



18. GYM

WHAT HOW WHY

PROTOCOL 1 Collecting dirty laundry Cleaner / Warehouseman - Use laundry baskets - Hand over dirty laundry to laundry


PROTOCOL 2Clean and disinfectequipment, switches, handles, mirrors and other surfaces

Cleaner / Fitness Trainer

- Use as prescribed agent - Wipe and disinfect surfaces before shifts and after each use


PROTOCOL 3 Storing personalthings of guests

Fitness Trainer - Provide guests separate space for personal stuff

- Disinfect after each use


PROTOCOL 4 Adequate filling ofdisinfection apparatus

Cleaner

- Visual inspection - Fill with prescribed disinfectant agent

- Keep records

Ensuring availability ofdisinfectant toguests and staff

WHO


19. HOTEL ROOMS

WHAT WHO HOW WHY

PROTOCOL 1Trash collecting in the bathroom and room, collecting dirty bedding, ventilation space

Maid

- Use garbage bags - Wear gloves and a mask - Use baskets for dirty laundry

- Hand over the laundry


PROTOCOL 2 Bathroom cleaning Maid

- Clean and disinfect washbasins, toilets, showers / bathtubs, tiles, faucets and other surfaces with prescribed agents

- Follow the standard (mOperations)


PROTOCOL 3 Bed preparation Maid

- Use clean bedding - Clean and disinfect areas around the bed



PROTOCOL 4Cleaning and disinfection of all areas in the room (floors, decorative pillows, remote,switches, handles, etc.)

Maid

- Clean and disinfect prescribed means




20. POOLS AND JACUZZIS

WHAT WHO HOW WHY

PROTOCOL 1 Collecting dirty laundryPool cleaner /Laundry warehouseman

- Use laundry baskets - Wear gloves and masks - Hand over the laundry


PROTOCOL 2Disinfect all deck chairs, parasols, tables and surfaces

Pool cleaner

- Disinfect with prescribed agents before shift and after each use

- Keep records

Reducing possibility ofinfection spread and maintaining hygienic standards

PROTOCOL 3Maintenance of water pumps and water treatment with pH andchlorine

Handyman

- Organize the operation of pumps only while the pools are open

- Daily measurement of pH and chlorine

- Keep records

Maintaining safety and hygienic standards


21. KITCHEN - FOOD PREPARATION

WHAT WHO HOW WHY

PROTOCOL 1 Personal disinfection Kitchen staffAccording to the basichygienic standard


PROTOCOL 2 Cleaning and disinfection ofwork surfaces

Kitchen workers /Kitchen manager

Clean and disinfectwith prescribed agentsbefore and after eachuse


PROTOCOL 3 Food preparation Chefs / Kitchen ManagerUsing good practicewear masks and gloves



22. LAUNDRY WAREHOUSE

WHAT WHO HOW WHY

PROTOCOL 1 Personal disinfectionLaundry warehouseman / Head of household

According to the basic hygienic standard


PROTOCOL 2 Collecting dirty laundry Laundry warehouseman

- Use bags for dirty laundry

- Prepare in “cages” for taking to the laundry

- Disinfect hands after each preparation


PROTOCOL 3 Taking clean laundry Laundry warehouseman

- Clean laundry is coming packed in foil and stored in “cages”

- After each emptying of a “cage” disinfect hands


PROTOCOL 4 Personal hygieneduring work

Laundry warehouseman / Maids

- Change masks and gloves when visibly dirty



23. PROCEEDINGS IN THE CASE OF SYMPTOMS APPEARANCE – GUEST

WHAT WHO HOW WHY

PROTOCOL 1 If the guest has symptoms Hotel director

- Contact the destinations director

- Wear a protective suit, gloves, mask

- Visually check symptoms in the guest

- Contact the local epidemiological service and act on theirs instructions

To confirm the symptoms inform theepidemiological authority

PROTOCOL 2 Incident record Hotel director On the prescribed formTo ensure traceability of data and events

PROTOCOL 3 Close contacts of the potential patient

Department heads / Hotel director

Destination directordecides on sendingguest’s with symptoms close contacts inself-isolation

To isolate potentialpatients from the spread of the virus


WHAT WHO HOW WHY

PROTOCOL 4 Dealing with othersguests

Hotel directorAllow only educated staff access to other guests

For the safety of others guests and employees

PROTOCOL 5Instructions of epidemiological authorities

Hotel director / Destination director

Follow the prescribed and imposed measures

So they would knowto act in a particularmoment of the situation

PROTOCOL 6 Company management Destination director Phone callFor reporting and givingfeedback onmeasures taken


24. PROCEEDINGS IN THE CASE OF SYMPTOMS APPEARANCE – EMPLOYEE

WHAT WHO HOW WHY

PROTOCOL 1 The employee noticessymptoms at home

Head of department /Hotel director /Destination director

- Contact the competent epidemic authorities

- According to their instructions remains in self-isolation

- (14 days) at home or where they instruct him

In order to reducerisk of infecting otheremployees

PROTOCOL 2The employee noticessymptoms while onworkplace or inpersonal accommodation

Head of department /Hotel director /Destination director

- They put him right away in self-isolation zone

- The management of company is notified

In order to reducerisk of infecting otheremployees

PROTOCOL 3 Visual inspection ofemployees

Hotel director

Visual inspection of symptoms is performed in a particular hotel or resort space or in personal accommodation

To confirm the situation of an employeeand document it

PROTOCOL 4 Dispatch of employees to hospital

Head of department /Hotel director

According to the epidemiologist

In order for the employee to get specific treatment


25. ISOLATION STANDARDS

WHAT WHO HOW WHY

PROTOCOL 1 Identifying the guest Destination directorAsk the guest to goto the room


PROTOCOL 2 Provision of services Hotel directorA specific employeefrom a particular department


PROTOCOL 3 Monitoring anddocumentation

Educated employee

An employee who is educated for temperature monitoring and symptoms until condition is determined by the competent services

To provide relevantinformation to superiors


26. MARKING ZONES IN THE HOTEL / RESORT

WHAT WHO HOW WHY

PROTOCOL 1Zone identification(e.g. hotel rooms, others rooms)

Hotel director /Destination director

Destination director inan agreement with the hotel director and sales department

To secure the zonefor isolation if need arises

PROTOCOL 2 Dividing in teamsHead of department /Hotel director

Place certainteams in specific zones

To recognize potentially exposed staff and monitor all their movements with purpose of preventing potential spread


27. CONFIRMED CASE OF INFECTION

WHAT WHO HOW WHY

PROTOCOL 1 Close relevant zonesaccording to protocol

Destination directorFollowing the standards of zone closing


PROTOCOL 2Close the hotel / resort according to the instructions from the management

Destination directorAccording to the instructions of the epidemiological authorities


PROTOCOL 3 Contact local authorities Destination director Contact by phoneGetting informationon further proceedings with the guest

PROTOCOL 4 Contacting travelagencies / families

Hotel director foremployees /Destination director for family and travel agency

Using availablecontacts with the previous guest consent

Establishing contact for giving relevantguest information

Epidemiologists on duty are at our disposal at any time in every destination.


28. TRANSPORTATION OF PERSONS WITH INFECTION SUSPICION

WHAT WHO HOW WHY

PROTOCOL 1 Protective equipment Driver

- Wear a protective suit, mask and gloves

- Only the driver can go with person with infection suspicion

To avoid the possibility ofcontamination

PROTOCOL 2 Separate the front of the vehicle from the rear

Driver

- Install Plexiglas between passenger and driver

- Leave only one seat, remove others

To avoid that the guesttouches multiple seats

PROTOCOL 3 Protective equipment for the guest

Recepion - Mask - Gloves - Protective suit


PROTOCOL 4 Vehicle disinfection DriverWashing and disinfection of the whole vehicle



29. WATER TREATMENT

WHAT WHO HOW WHY

PROTOCOL 1 General cleaning ofwater tanks

Technical service -responsible person

Water tanks should becleaned every 3 months

To ensure sanitary conditions for tanks

PROTOCOL 2 Chemical water treatmentTechnical service -handyman

- Every day checking and recording of chlorine level according to prescribed values

- Sampling according to prescribed frequency by competent services

Ensure that all bacteria are eliminated

PROTOCOL 3 Water quality checkTechnical service -handyman

- Every day checking and recording of pH level according to prescribed values

- Sampling according to prescribed frequency by competent services

Make sure the water is clean and safe for guests


30. AIR CONDITIONERS - FILTER MAINTENANCE

WHAT WHO HOW WHY

PROTOCOL 1 Washing air conditioning filters

Technical serviceWashing the filter with hot water before guest’s arrival

Special cautionand transmission prevention


31. WASHING DISHES AND GLASSES

WHAT WHO HOW WHY

PROTOCOL 1 Cleaning the machine Kitchen workerBefore washing, inspectwhether the machine is clean


PROTOCOL 2 Machine control during working time

Kitchen worker

- At least twice a day supervise machine during operation

- If it doesn’t work properly call handyman

To ensure maximum usability of a machine

PROTOCOL 3 Monitoring water temperature

Kitchen worker

Watching display on the machine or manually check with thermometer (70-80°C)

To limit microbesand ensure a proper cleaning and sterilization process

PROTOCOL 4 Chemicals Kitchen worker

Monitoring chemical dispensers connected tomachine and stock condition

To maximize efficiency of the cleaning process

Your health and safety are of utmost importance to us. Your Bluesun Hotels & Resorts.

summer 2020 in bluesun hotels & resorts · 2020. 6. 8. · ensuring clean and disinfected space...

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