tourism safety protocols and guidelines

TOURISM SAFETY PROTOCOLS AND GUIDELINES

Reviewed by

STAFF

• Place signage with information at the entrance indicating the commitment of the establishment to complying with COVID-19 SOP’s in order to reassure guests and install disinfectant at the entrance of the establishment. Disinfecting customers’ hands even before they enter.

• Implement an increased hygiene action plan for the establishment and reasure customers by indicating that employees are regularly tested.

• Adopt and implement WHO guidelines on workplace prevention of COVID-19 including information exchange and training of staff and educating of guests on the increased hygiene measures and appropriate infection prevention and control measures.

• Immediately contact health authorities as soon as it is noticed that a guest displays symptoms related to COVID-19.

• Availability of personal protective gear for staff at all times (face masks, gloves and aprons, especially for cleaning and frontline staff).

• Management supervision at daily and visible level.

• Rooms and common areas to have signage and easy to follow information on protective measures such as hand sanitising, surface sanitising, physical distancing and use of face masks.

• Alcohol-based hand sanitisers to be available at all entry points to the reception area (foyer), public spaces, eateries (restaurants and cafés), reception, lifts and also available at cost in rooms.

• The establishment / facility may only be occupied to a capacity which shall allow the compliance to the required social distance between persons in all public areas in the facility at all times.

• Establishments must obtain the full travel history of all customers.

GUESTS• Guests will be requested to complete a Medical and Travel Declaration on arrival.

• Guest’s temperature will be taken upon arrival using a contactless thermometer. This may be repeated if necessary every morning at breakfast. Guests will have limited access to public spaces and rooms. Areas will be demarcated to indicate maximum numbers.

• Guests should wear face masks in public except in their bedrooms, in small closed groups or when they are eating or drinking.

• Personal protective gear should be made available to guests.

MEASURES RELATING TO ACCESS• Remove the service of valet parking when applicable.

• Avail space in front of the entrance to the establishment dedicated to the disinfection of luggage.

• Limit the baggage handling service by hotel staff before baggage has been disinfected.

• Reduce the contact of customers with entrance doors of the establishment where possible – i.e. doors should be maintained open or should open automatically.

ACCOMMODATION ESTABLISHMENTS

MEASURES AT ESTABLISHMENTS

Post Lockdown occasioned by the COVID-19 pandemic, it becomes critical that good Standard Operating Procedures (SOP’s) are voluntary for the industry; but those businesses who then opt to implement them ensure enforcement of safe travelling environment and to protect our guests, our people and Namibia against further outbreaks or contagion. The Namibia Tourism Board, together with the private sector industry and all other relevant stakeholders closely following the World Health Organisation (WHO) guidelines on this matter, propose the following SOP’s for the various sectors in tourism. This is a Living document which will be updated continuously as the impacts and / or risks of COVID-19 become evident.

It is important to differentiate between protocols for customers and employees. This will be indicated throughout.Please also take note of the information regarding health and hygiene by the Namibian Ministry of Health and Social Services at the end of this document.

The Namibia Tourism Board believes that the Guidelines and Protocols will provide confidence in our source markets to travel to Namibia and allay any reasonable fears of both the guests as well as staff and management that there is concerted awareness and action towards a safe and hygienic working space for the tourism industry.

It must be re-iterated that such measures shall remain flexible and dynamic to suit the diversity in service provision and environments in which tourism operates. It is also important to avoid making tourism sites too clinical, as this negatively affects the ambience and nature of our business.

A PCR test should not be older than 72 hours on arrival in Namibia to reduce the risk in our country as travelers would then not be allowed to enter, or otherwise as shall be advised by the Government in future, if there is any change at all.

TOURISM GOVERNANCE AND REGULATORY EFFORTS

PROPOSED GUIDELINES FOR OPERATING PROCEDURES FOR TOURISM ENTITIES POST COVID-19 LOCK-DOWN

• The required physical distance must be adhered to through the reduction of personal contact (no handshakes). Non-fabric cordons or floor marking is highly recommended to promote personal distancing. This must be monitored to ensure it remains adequate. It is advisable that physical distance be followed and the wearing of face masks and hand sanitisers be promoted. Either self-service or administered by staff.

• Ensure reception and check-in counter always have visible alcohol-based hand sanitisers available. Staff can administer the sanitiser or guests can do this themselves.

• Limit handling of cash by encouraging e-payment and e-documentation and card payment. Card machines should be sanitised after use by a customer.

• Replace paper registration sheets with a 100% digital check-in where applicable.

• Have notice board up with action plan / medic and health service contact numbers.

• Have temperature measurement equipment available – either contactless thermometers or body temperature cameras.

• Medical aid kit to contain additional disinfectants, alcohol-based sanitisers and Personal Protective Equipment (PPE’s).

• Staggered check-in and check-out times, to avoid queues if possible.

• Arrange for group check-in at lodges to ensure quick and smooth process at the lobby / reception, avoiding interaction with other guests / groups.

• Avoid services that require hand contact.

• Luggage should be sprayed with a disinfection spray or, at a minimum, all surface areas such as handles be wiped with surface sanitiser. Staff handling luggage must practice hand sanitising before each luggage porterage.

• Remove magazines, marketing material and other non-essential decorative items to reduce touch surfaces.

• Enhance all standard hygiene services in compliance with COVID-19 measures.

• Room cleaning frequency should not be reduced. More time should be given to employees to clean and disinfect. Only empty rooms will be cleaned and disinfected. Where guests are present, staff will not enter.

• Rooms will have increased cleaning and disinfected on check-out for the next guests.

• Make use of bleach and 70% alcohol-based cleansing products and ensure training and awareness of cleaning staff of the hazards of such use.

• Enforce use of face masks and gloves when cleaning, and handling of used linen and towels. Above all we recommend good hand hygiene as gloves can impair certain operations.

• Dirty linen and towels to be placed in sealable plastic bags before transporting to laundry facilities.

• Ensure frequent disinfecting of touch points and places of contact (door handles, switches, kettles, TV and air conditioner remote controls, curtain pulls, minibars, trays and amenities etc.) In particular, attention will be paid to the bathroom, toilet seats and covers, shower handles and vanity surfaces.

• Glasses, cups, spoons etc. should not be cleaned by the housekeeping, but be replaced.

• Depending on the physical structure of the establishment, a maximum number of people to be on the premises at the same time may be established. Furniture, especially seating areas in reception halls and other public spaces will need to be redistributed to facilitate social distancing. Furniture should be spaced out and it should be possible to move furniture in public areas to clean below and behind.

• At the pool and pool area the number of loungers will be reduced and spaced to allow at least two meters between guests. Discretion may be used with small groups travelling together.

• Avoid high touch points and reduce unnecessary décor and utilities, such as brochures, magazines, newspapers, vases, games and the like to avoid human-to-human contamination.

• Remove rugs, carpets, cushions and non-essential decorative items where possible.

• Ensure daily effective ventilation of all rooms and give attention to the maintenance of air-conditioning in reception, restaurants, bars and rooms.

• Additional measures should be taken at risk areas such as spa’s and fitness centres.

• Guest registration implemented in eateries to manage demand, either when pre-booking, or upon arrival, to capture name and contact details of guests. Customers must book their table in restaurants and bars in order to regulate the flow.

• Enable physical distancing by ensuring space between tables and 4 people per 10 square metre as norm, to allow for the required social distance between chairs, space out and move to outside space, where possible. Excess tables and chairs to be removed. It is recommended to promote the use of outdoor eatery installations.

• Self-service points are high risk areas and should be manned by staff to control touch of food items or utensils.

• If buffets exist, the service must be done either by a) staff in which case, customers should not be permitted to touch the dishes or, b) through self-service by customers (in which case, it is necessary to regulate and enforce the flow of access to the buffets by markings on the ground. However, customers can help themselves with serving cutlery (changed periodically approximately every 15 minutes) and never touch dishes with their hands. Customers and employees approaching the buffets must wear face masks.

• Amend menus to focus on canteen / à la carte service, rather than buffets to avoid human contamination and contact as much as possible. Menus will be sanitised after each use, or disposable menus will be utilised. Promote the use of digital menus via the scan of a QR Code to have quick access.

• Hotels to opt for room service of plated dishes, where feasible. When possible room service should be privileged. From production to delivery in-room dishes must be under cover or protected by food films.

• Include measures related to the disinfection of fruits and vegetables, reiterating the importance of the principle of food safety, waste management, etc.

• Staff to wear PPE (face masks, where necessary gloves) at all times. Only waiters should be in contact with guests and should stand at least one meter away from tables.

• Enhance cleaning and sanitising of tables, chairs and essential items (salt, pepper) that should remain on the table.

• Table cloths or reusable napkins should be avoided, but if on site it can be reused only after being washed in accordance with washing machine methodology.

• Kitchen, scullery and storage sanitised daily, in particular all surface equipment. Workstations demarcated to indicate physical spacing. Cleaning products to be used in food handling areas to comply with SABS and other standards as safe for such use.

• Alcohol-based hand sanitisers to be available at all entry points to the kitchen, public spaces, meeting rooms, eateries and dining rooms.

• Regular sanitising of hands by staff as they come into contact with various surfaces. Contact with people should not be allowed.

• Use antibacterial and microbial hand wash or regular soap.

• Allow for the in-house sale and consumption of liquor at licensed restaurants with sit-down meals, as this will expedite the profitability of the detrimentally affected hospitality and restaurant sector.

MEASURES AT ALL RECEPTION AREAS

EATERIES (RESTAURANTS AND CAFÉS), BARS, BANQUETING AND FOOD HANDLING SUBSECTOR

MEASURES RELATING TO HOUSEKEEPING

MEASURES RELATING TO PUBLIC AREAS

CASINO, GAMBLING HOUSES AND ENTERTAINMENTThe same recommendations applicable to establishments in the sections above, regarding access, staff, eatery also apply to establishments in this category.

Upon entering take temperature measurement, apply hand disinfection, verify the wearing of a face mask or provide one.

• Constantly clean machines after every use of it by a patron.

• Machines to be turned off or locked to ensure 1,5 metre minimum space between machines.

• All gambling tables and counters (including blackjack / poker / roulette tables but not limited thereto) must be equipped with alcohol-based hand sanitisers. Staff to administer the sanitiser or let guests do it themselves.

• All gambling equipment (including dice and chips and tokens) must be sanitised prior to opening and when closing of the gambling table.


• Reduce number of chairs and adapt their positioning to allow for the required physical distancing.

• Addition of a section relating to back office, in particular the staff changing rooms, the staff dining hall, administration offices, etc.

• Addition of criteria concerning testing of staff (follow-up file tracing the history of temperature tests, for example, or other tests if possible) and the keeping of files concerning the people in contact with the staff (in order to facilitate the traceability in case of infection),

• Provision of standard documents to professionals in order to facilitate the implementation of health norms (personnel traceability file, travel declaration provided for by the toolkit, awareness posters, etc.).

• Taking of temperature of all employees before they commence their duties; it includes ensuring adequate social distancing and disinfecting of all changing rooms, lockers and bathrooms used by staff, etc. It is important that the protocols ensure safety not only of guests but also of employees as well.

MEASURES RELATING TO BACK OFFICE

TOUR OPERATING

• Coach / Vehicle to be sanitised using disinfectant cleaner before departing the depot.

• Check that voluntary face masks for guests are available for hand out by guide where guests do not have their own.

• Coach / Vehicle contain cleaning / alcohol-based hand sanitising equipment for regular own use.

• Guides / drivers will always wear face masks when cleaning fleet.

• It is recommended that guests wear face masks during the tour.

• Guides / drivers will undergo thermal screening before every new assignment.

• Appropriate, clear and visible signage in all vehicles to raise awareness by passengers of measures and equipment available, taken to ensure their safety by the tour operator.

• After return to depot, the entire coach must undergo a deep clean and disinfection cycle.

• Air-handling systems, air-conditioner and other air circulation systems shall be sanitised and maintained after each tour.

• Where fitted, items such as curtaining and other soft, loose fabrics shall be removed.

• The sanitisation of all interior hard surfaces that may have been touched by passengers including seatbelts, grip handles, window and door handles, glass surfaces, seatbacks and overhead safety handles will be deep cleaned at the depot, and sanitised daily on tour. Also includes: microphones, exterior door-handles, interior windows and glass surfaces.

• Adequate airing of the vehicle prior to re-use.

• Provide antiseptic gels and encourage customers to use them before access to vehicles, as well as before the start of any activity or having a meal.

• Raise guest awareness of the rules to be observed before the start of the trip or excursion.

• Take guests’ temperature using a contactless thermometer.

• Keep a register concerning tourist groups in order to facilitate monitoring / traceability of any infection. Adhere to the maximum vehicle capacity as prescribed by law.

TOURING - DEPOT CHECKS (QUALITY CHECK LIST)

• Guide to welcome guests with face mask.

• Avoid direct contact – no shaking of hands and keep a distance between yourself and the guest as far as possible.

• Guide to explain to guests where they can find sanitising and refuse bins.

• Where possible, passengers should be assigned a seat for the duration of their passage and encouraged to remain in their assigned space to minimize the transmission of the virus.

• Advise guests that most of the travel documentation is shared and provided on a digital platform.

• Guests are advised to choose one seat and avoid rotation where practical.

• Where a passenger displays – or is suspected of having any symptom associated with COVID-19, steps shall be taken to isolate the passenger and to notify the appropriate authority.


• Keep groups together at same tables during meals.

• Avoid groups being mixed when participating in activities / game views.

• All of the above must be done in accordance with the required physical distancing.


• Keep group together at same tables during meals.

• Avoid groups being mixed when participating on activities / game viewers.

• Log book to be kept of all stopovers the transport has made.

AT AIRPORTS

ON TOUR

GENERAL

LOGISTICS, ACTIVITIES AND TRANSFERS

• Comply with the prescribed physical distancing and hygiene measures as stipulated in the Directives relating to the Transport Sector by increasing space, i.e. reducing seats on vehicles / aircraft (similar to the public transport SOP’s). Discretion will be used where it is a closed group.

• All staff to wear face masks and avoid physical contact as far as possible.

• Provide alcohol-based hand sanitisers and disinfectant for all guests before starting activities. Spare face masks should be kept available for guests who do not have their own.

• Guests will be requested to complete a Medical and Travel Declaration before partaking on activities.

SHUTTLE SERVICES OPERATORS, CHARTER AIRCRAFT, ACTIVITY OPERATORS E.G. QUAD BIKES, DOLPHIN CRUISES AND TRANSFER / LOGISTICS

• All equipment to be sanitised before every use. In particular, the interior, including the steering wheel, door handles, safety belts and instrument clusters.

• Life jackets, helmets, etc. must be sanitised before a rental and directly after the rental as well.

• Physical distancing should apply. Proper queue control should be done, using floor markers or cordons to adhere to a minimum of 1,5 meter physical distancing requirement, or as shall be advised by Government from time to time.

• Roll bars and handles to be wiped after each trip or each drink / meal stop on a trip

• Binoculars should not be shared and to be wiped frequently by guests with wipes provided.

• Portable food and drink containers to be cleaned with surface disinfection after each use, and thoroughly at the end of trips.

• Provide hand sanitisers and disinfectant for all guests before starting activities.

• Staggered starting times for activities, to avoid queues.

• Have a tracking file for each vehicle to facilitate risk management and process traceability. If possible, it would be appropriate to have a template available to car rental companies.

• The required social distance must be adhered to through the reduction of personal contact (no handshakes). Use floor markers or cordons to promote distancing. This must be monitored to ensure it remains adequate.

• Ensure reception / check-in counter has visible alcohol-based hand sanitisers available at all times.



• Have temperature measurement equipment available.

• Counters and tables that have customer contact to be sanitised regularly throughout the day. The installation of transparent panels at counters hanging down so documents etc. can still move freely underneath.

• Recommended that luggage be sprayed with a disinfection spray or, at a minimum, all surface areas such as handles be wiped with surface sanitiser. Staff handling luggage must practice hand sanitising before each next luggage porterage.

• Remove magazines, marketing material and the like to reduce touch surfaces.

• Ensure reception / check-in counter has visible alcohol-based hand sanitisers available at all times. Staff to administer the sanitiser or let guests do this themselves.



• Have temperature measurement equipment available.

• Counters and tables that have customer contact to be sanitised regularly throughout the day. The installation of transparent panels at counters hanging down so documents can still move freely underneath.

ACTIVITIES AND EQUIPMENT

RECEPTION AND CUSTOMER ARRIVAL COUNTERS

RECEPTION AND CUSTOMER ARRIVAL COUNTERS

CAR RENTAL

• Air-handling systems, air-conditioner and other air circulation systems shall be sanitised and maintained after each tour.

• The sanitisation of all interior hard surfaces that may have been touched by passengers including seatbelts, grip handles, window and door handles, glass surfaces, seatbacks and overhead safety handles will be deep cleaned before and after every rental.

• Adequate airing of the vehicle prior to re-use.

• Bedding to be done at dry cleaners and all cutlery to be sanitised. The tents to be disinfected.

• Vehicles to have a deep clean after every rental. In more difficult circumstances, external valet services will be utilised.

• Inside of hunting vehicles should be wiped down with disinfectants wipes daily.

• Back of the hunting truck should be disinfected on a regular basis using disinfectant spray solution.

• Between hunting the clients hunting vehicles should be cleaned and disinfected properly inside as well as load bead.

• In general, these areas should be cleaned and disinfected properly every time an animal has be slaughtered for extra protection, it is recommend using an antibacterial / disinfectant cleaner that is safe for food handling areas.

• Airport transfers should only allow a number of persons per type of vehicle and shall be determined by the Government from time to time.

• Drivers to wear face masks and gloves and avoid physical contact as far as possible.

• Alcohol-based hand sanitiser ready available in the vehicle.

• Appropriate, clear and visible signage in all vehicles to raise awareness by passengers of measures and equipment available.

• Recommended that luggage, where applicable, be sprayed with a disinfection spray or, at minimum, all surface areas such as handles be wiped with surface sanitiser. Drivers handling luggage must practice hand sanitising before each trip.

• People from the same family or group can share one car depending on the number of seats in the vehicle. Rules for self-drive will follow the regulations on occupants allowed in a vehicle, and as published by the Government from time to time.

SANITISING OF VEHICLES

CLEANING OF HUNTING VEHICLES

SKINNING AND SLAUGHTERING AREAS

CAR RENTAL AND LOGISTICS

CAR RENTAL/SELF-DRIVE

HUNTING

• Where possible, the guest should be asked to return home and contact their doctor or other healthcare professional.

• Alternatively, the guest must be moved to a designated COVID-19 area and be kept isolated from all other guests and staff.

• Any vehicle used to transport a symptomatic guest if applicable, must be disinfected afterwards.

• Guests with symptoms should stay in a room that has further reduction of softs and reduced movables / surfaces and be served by designated, low-risk, staff only with additional PPE (e.g. face masks, visors or other eye protection, gowns and gloves) and all discarded after each contact used.

• If symptoms are severe, worsen or persist more than one day, a medical professional should be consulted. Based on the medical professional’s recommendation the guest should either be:

- referred for a COVID-19 test

- examined (in room, or using safe transport to a GP) by a General Practitioner

- recommended to continue self-isolating – with or without medication

- referred directly to a hospital for admission

• It is mandatory that guests in isolation should stay in a designated room, single occupancy and no shared bathrooms.

• Rooms and vehicles used for transport of, or accommodating of, suspected or confirmed COVID-19 cases and areas known to have been utilised by the infected guests should undergo decontamination deep clean.

• Where you are informed through tracing services that a guest who previously visited, stayed or was transported has tested positive, the same decontamination cleaning processes must be adhered to for rooms, vehicles and areas the guest used.

• A room or vehicle can also be left unutilised for five to seven days before cleaning, to allow any traces of the virus on surfaces to die and then initiate the cleaning.

• Vehicles can also be parked in the sun, as heat is understood to hasten the demise of the virus.

• When caring, serving or cleaning for or after a suspected or confirmed case of COVID-19, biohazard disposable waste bags, boxes and containers must be used for waste and all soiled / dirty items including used PPE, which is going for cleaning or disposal.

• Where a guest who has been travelling on a trip in a vehicle or staying in a facility, tests positive, the staff who have interacted with the guest or cleaned the relevant room or vehicle and the rest of any travel group they are travelling with, must go into self-isolation or in quarantine in an accommodation establishment for the number of days as shall be determined by the Government from time to time in the Government Gazette or as per any other official protocols to be published.

Due to the recommendation by UNWTO, and endorsed by the Board, the Namibia Tourism Board does not issue any certification stating that any destination and/or property is declared a safe travel destination, nor that any business operator is “safe’, nor endorse any service provider who wishes to be assessed and certified. The protocols are a safety toolkit to be applied by all tourism operators to ensure guest safety and increase confidence in the destination. A certification and/or endorsement shall require constant monitoring of the application of the protocol plans and it needs to be clearly specified what is being certified and for what duration. The responsibility for assessment and certification has been taken on by the Ministry of Health and Social Services on behalf of the Government of the Republic of Namibia, as the custodian, and will continue to implement at national level the required protocols and health regulations to which all business and operators in the tourism and hospitality industry must subscribe. The Namibia Tourism Board shall continue to work with the international bodies like UNWTO and WTTC to ensure that Guest and Staff Protocols are sound and robust and seek their endorsement for the official status in general for Namibia as a destination.

IF A GUEST SHOWS ANY SYMPTOMS ON ARRIVAL, THE FOLLOWING STEPS SHOULD BE TAKEN

CERTIFICATION

SYMPTOMS ON ARRIVAL

Head OfficeCorner of Sam Nujoma Drive & Haddy StreetWindhoekNamibiaTel. +264 (0) 61 – 290 [email protected] address:Private Bag 13244, Windhoek, 10001, Namibia

EuropeSchillerstraße 42 – 44D-60313 Frankfurt am MainGermanyTel. +49 (0) 69 – 13 37 36 [email protected]

tourism safety protocols and guidelines

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