The Covid 19 Pandemic Operational Plan
Preamble:
The Covid 19 Pandemic has created a crisis the country and indeed the global community have never faced and the hospitality industry is hard hit. The threat of the virus may be long term and this will continuously impact businesses. There are no immediate answers, therefore day to day vigilance is required. Our major concern is not profit driven, but the health and safety of our employees and guests is of paramount concern This Plan therefore contain measures in preparedness on how we will get through this global ordeal in the months to come.
The following will constitute our mode of operations moving forward to minimize cost, the safety and comfort of our guests and employees.
Skeletal critical staff sheltered in the premises will continue to run the critical services to meet the needs of our guests’ in house .Allowing staff to commute to work represents risks we cannot afford. We have therefore chosen the side of caution for the greater interest of all.
- Cross training of staff will be ongoing for multi-tasking purposes for ease of operations.
- Negligible management staff – the Manager and Operations Supervisor will continue to work remotely monitoring activities and operations through telephones and emails to sheltered employees especially on Front Office transactions involving bookings, reservations, check -in, payments and guests inquiries.
- Additional employees for critical functions may be recalled as business improves. They will however be subject to medical examination and self-isolation within the hotel for the minimum required period where they will be closely monitored before being integrated into the system.
- Varying level of remunerations will continue be paid to sheltered and stay home staff during this crisis period subject to review as development unfolds.
- Flexibility in bookings, reservations and cancellation is encouraged for guests at this time of uncertainty of travel plans. Waivers on cancellation fees may also be applied.
- Health and Safety:
In line with our health and safety policy and the Covid 19 protocol, training has been done and also on going on cleanliness as regards the Covid 19 protocol to combat the virus. Hand washing protocols as well as coughing and sneezing etiquette are mandatory for all staff and guests. Daily temperature checks are mandatory for employees and guests . Installation of external hand washing stations are in the pipeline in addition to internally available wash rooms. It will be mandatary for all guest and staff to wash their hands with the externally provided wash hand basins on entering the Apartment premises or if not readily available to sanitize their hands under our designated staff direction at the entrance of our facility.
Hand sanitizers are visibly available in strategic locations at the security entrance, the front desk and restaurant as well as waste bins and visible signages. Cleaning employees are mandated to wear face masks and gloves (PPE) and will be all over, maintaining cleanliness in the presence of guests contrary to hotel protocol. Increased frequency in the cleaning of public areas, front desk, counter tops, bathrooms, staircases, railings, the gym and meeting places is mandatorily required to be cleaned as often as possible
All employees interfacing with guests are mandated to use face masks at all times. These are Front Desk, House Keeping, Security, Maintenance and Food Beverage employees .
- Training on WHO/ NCDC Protocols
Continuous training on the WHO/ NCDC guidelines on the virus and the prevention of the spread has been implemented and will be closely monitored. Same with the protocol on suspicious guests and staff. Staff manifesting the NCDC described symptoms of fever; high temperatures, coughing, sore throats and impaired breathing are advised to stay at home. Employees have also been trained to observe for symptoms regarding in-house guests. Telephone numbers of NCDC are available at the Front Desk.
On the availability of vaccines as approved by WHO/NCDC and relevant agencies, staff will be required to be vaccinated at Sheer Luxury’s expense.
- Flexibility and Understanding:
Guest apathy and nervousness during this period will be considered. Therefore, minimal contact with guests is necessary with observation of the social distancing policy of at least a meter or more. Guests’ choice of zero contact with employees as regards room service would be considered, however rooms will be subject to frequent cleaning with disinfectant on a more than regular basis by just one regular HK employee.
- Limited Food and beverage services:
Services will be limited with in room dining encouraged. Consistent washing and disinfectant of table covers , napkins , cutleries, plates, glasses , utensils, table tops will be closely monitored. Social distancing is mandatory also in the restaurant.
- Reviewed Laundry Procedures:
Appropriate washing temperatures with applicable disinfectant in the washing of linens, bed runners, pillowcases, duvets and staff daily wears is also mandatory. There will be more regularity in the washing of bed linens and towels.
- Strict Guest Documentation:
Strict documentation of guests for ease of tracing of movement when necessary is mandatory with prejudice to the confidentiality policy .Front Office employees have been so directed. A log book for documentation of any Covid 19 related issue has been provided.
- Regular Open Channels of Communications:
Regular communications with staff on development as regards the Covid 19 pandemic is open and ongoing. A WhatsApp forum for staff is currently up and running for dissemination of information on operations, staffing and sensitization information on the Covid 19 updates. Regular memos, posters and stickers will also be circulated for sensitization purposes.
- Supervision:
Compliance with the above policy will be closely monitored frequently to verify compliance, identify gaps and make the necessary adjustment to make the plan practicable. Alertness is at its peak to look out for any acute respiratory issues either by employees or guests.
- Policy Review:
This policy is subject to continuous review as certainty returns regarding Covid 19 pandemic and gradual return of business locally and globally.
