TORONTO — To adapt to ‘the new normal’ post-COVID 19, a growing number of hotel companies are implementing new protocols across its properties to ensure the health and safety of guests and their staff.

RIU HOTELS & RESORTS

In preparation of its eventual reopening, RIU Hotels & Resorts has created a manual that includes 17 protocols across its hotels that will impact everything from everyday operations and customer service, to cleaning and disinfection. The protocols were created by RIU professionals in collaboration with Preverisk Group and will be shared with the entire industry through a partnership called the Post-Covid19 Hospitality Sector Alliance.

Here are a few key measures being implemented:

• Hotel occupancy will be limited to 50% or 60% (or to local restrictions, if lower)
• Guests’ temperature will be checked upon arrival
• Web check-in will be gradually implemented to reduce handling of physical documents as much as possible
• Checkout time will be moved up to 11:00 and check-in will be delayed until 16:00 to allow time for new room cleaning measures
• All non-essential items will be removed in guestrooms such as coffee machines, magazines, leaflets and laundry bags
• Hand sanitizer gel will be included in every room
• Frequently handled items like television remote controls, telephones, handles, doors and curtains will be disinfected every day
• All surfaces will be sprayed with a virucidal product upon checkout
• Employees will clean rooms with three cloths of different colours, which are changed for each room and are used to clean the terrace, room and bathroom separately, in that order
• A ‘disinfection team’ will be created for each hotel, specializing in cleaning rooms occupied by people with confirmed or suspected cases of coronavirus
• A specific area of the hotel will be reserved for potential patients who cannot be transferred to a hospital
• Restaurants’ seating capacity will be reduced and it will be compulsory to disinfect hands upon entry
• All guests must wear gloves and a mask to go to the buffet
• Tables will be covered with single-use tablecloths
• Pools will have capacity limits and lounge chairs and umbrellas will be safely distanced apart
• Frequency of cleaning the pool and Jacuzzi areas will be increased, and water disinfectant products that are appropriate to the current situation will be used

MELIÁ HOTELS INTERNATIONAL

Meliá Hotels International is working with Bureau Veritas to ensure that it complies with the most rigorous health and safety standards set out by the World Health Organization (WHO). The ‘Stay Safe with Meliá’ program includes hygiene and disinfection protocols at all hotels as well as the appointment of a person at each hotel to ensure the ‘emotional well-being’ of guests and the compliance of processes designed to prevent the spread of COVID-19.

This certification will meet the needs of the hospitality and F&B industry, and will set health standards in all Meliá hotels, which may apply to other hotel companies.

Key elements of the program include:

• Cleaning and disinfection plan endorsed by Diversey, a global supplier
• Recommendations on occupational health to guarantee safety and manage possible cases of infection
• Operations guide featuring all the adaptations to procedures and training materials
• Brand standards that apply to Food & Beverage, in-room experience, wellness, entertainment, etc.
• Innovation and technology to guarantee the safety of facilities
• A Technical Facilities and Maintenance Guide

To ensure that customer preferences are also considered, more than 100,000 customers will be involved in the adaptation process through the launch of a recent survey.

To verify that the new procedures are effective, Meliá is conducting simulations of customer flows at check-in and checkout, car parks and pool areas and food and beverage services. It is also testing cleaning procedures for rooms and public areas and estimating new capacity limits for different spaces. New digital applications and solutions are also being tested to reduce direct contact with customers.

VIVA WYNDHAM RESORTS

Viva Wyndham Resorts has announced a meticulous COVID-19 response plan made with recommendations from the World Health Organization, local health departments and the U.K.-based Cristal International Standards (CIS).

The plan includes the following measures:

• Creation of a control team to guarantee prevention measures and proper response to a potential infectious incident
• The promotion of respiratory hygiene and hand hygiene with cleaning stations, washing instructions, equipment and signage
• A cleaning plan for high contact surfaces and public areas with hospital-grade disinfectant
• Emergency cleaning practices in the event of an incident
• Protocols for intensified cleaning at all facilities, including the gym, spa, children’s club and recreational areas
• High frequency cleaning at food and beverage outlets
• Maintenance and cleaning of all ventilation systems
• Procedures to control pool decontamination

PALLADIUM HOTEL GROUP

Palladium has implemented enhanced protocols at its properties to ensure the health and safety of its guests and staff. The protocols, which have been recommended by the World Health Organization (WHO) and expert authorities of the six countries Palladium operates in, include the following:

• Safe social distancing of at least two metres will be ensured within the entire hotel complex
• A maximum number of people in bars and restaurants will be established, while Individual portions will now be priorities
• An ozone and mist disinfection system will be implemented to purify the air, while allergen-free purified rooms are currently being looked at as an additional possibility.
• Partners will be provided with the necessary protective equipment and offered specific training; staff will be fully trained to comply with all safety, disinfection and cleaning regulations before and after each service.
• A manual of best practices will be established as a mandatory requirement for all employees and associates.
• To ensure the compliance of all staff, Palladium has created the Palladium Hotel Group Global Customer Experience and Safety Council, which will review processes, strengthen internal and external auditing systems and update all operating procedures.

In its 50^th anniversary year, Palladium Hotel Group has also unveiled a new video to show its appreciation for travel agents during this time.