In accordance with:

https://www.gov.uk/guidance/covid-19-advice-for-accommodation-providers

https://www.ukhospitality.org.uk/page/UKHospitalityGuidanceforHospitality

Registration systems

The Government guidelines state: “the opening up of the economy following the COVID-19 outbreak is being supported by NHS Test and Trace. You should assist this service by keeping a temporary record of your customers and visitors for 21 days, in a way that is manageable for your business, and assist NHS Test and Trace with requests for that data if needed. This could help contain clusters or outbreaks. Many businesses that take bookings already have systems for recording their customers and visitors – including restaurants, hotels, and hair salons. If you do not already do this, you should do so to help fight the virus. We will work with industry and relevant bodies to design this system in line with data protection legislation, and set out details shortly.”

Hygiene

Good hygiene is vital to the reduction of transmission. All handwashing to always be in line with Government guidelines regarding method and length of washing. All staff should wash their hands when arriving at work, as well as before handling or eating food, or after blowing noses, coughing or sneezing, or going to the toilet.

During breakfast service staff will wash hands as per the guidance every time they re-enter the kitchen.

Reception areas

If social distancing can’t be maintained, further increase the frequency of hand washing and surface cleaning, keep the activity time involved as short as possible. 

Consider reducing collateral and complementary items to a minimum, in reception areas.

• Communicating, though signage and/or other means, explanations of social distancing rules and additional hygiene measures in place to protect guests and staff.
• Make clear in pre-stay communications the extra measures that are being taken, to offer reassurance.
• Make sure all reception staff, guests and visitors have access to sanitiser and staff use this between serving guests.
• When guests sign documents staff should step back to keep their distance. Any pens or machines that are used should be disinfected before the next guests, and staff should sanitise their hands.
• Minimising the offer to help guests with luggage, and if staff do help guests with luggage, they should keep the required distance apart from guests whilst collecting luggage and either take it to the room before the guest arrives there or knock on the door, step back and leave the luggage at the door. After handling luggage, staff should wash their hands or use a hand sanitiser.
• Central key deposit box placed in the lobby for disinfection of room keys.
• Welcome guests recognising the importance of the local community, and respect social distance and good hygiene practice in all contacts and activities both inside and outside of the hotel.

Housekeeping

There is a risk of contamination/transmission subsequent to hand contact surfaces in bedrooms, on linen and towels. Staff should follow handwashing guidelines as per Government guidelines.

• Review the frequency of the cycle of cleaning and in-room services to take into account different lengths of stay.
• Room cleaning will be undertaken in the absence of the guest, unless it is difficult for the guest to leave the room (e.g. due to mobility constraints) whereupon social distancing shall be observed in the presence of the guest.
• The frequency of cleaning, requirement for the guest to vacate the room and any other relevant criteria to be communicated appropriately.
• Hand contact surfaces will be disinfected. The touch points which could include, but is not limited to, the following, all of which would – as a minimum – be disinfected when a guest checks out:
  • Light switches 
  • Bedside tables 
  • Remote control 
  • Tapso Flush handles and toilet seats
  • Door handles – inside and out
  • Hair dryer handles
  • Wardrobe doors
  • Kettle handle and lid
  • Radiator controls.
• Room collateral should be kept to a minimum.
• Glasses and crockery should be removed and washed in a dishwasher not the roomsink.
• Towels and linens will be washed in accordance with washing instructions. Laundry Provider has increased temp & product to NHS standards.

Suspected COVID cases and guest self-isolation

If a guest presents themselves with symptoms of COVID-19 or is asymptomatic but declares the need to self-isolate, they should be advised to self-isolate according to current government guidance.

If a guest is displaying signs of the Covid-19 virus while staying in overnight accommodation for a permitted reason, they should inform the accommodation provider, immediately self-isolate where they are to minimise any risk of transmission, and request a test. If they are confirmed to have Covid-19, they should return home if they reasonably can. They should use private transport but only drive themselves if they can do so safely. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority. Guests should follow government guidance on dealing with possible or confirmed coronavirus (COVID-19) infection. Once the guest has returned to their main residence, they should continue to follow the government guidance on self-isolation, household isolation and social distancing.

This will apply to all guests that were present in the room. If the guest shows acute symptoms has breathing difficulties or their life is at potential risk, seek medical help immediately.

Hotel cleaning after a suspected contamination

Whether an infection is confirmed or suspected relating to your premises, there is specific guidance that should be followed which includes how to deal with bedrooms safely. A link to this government guidance is found here.

Be aware that guidance can change, so always check the government sites if a case arises in your business.