Guest Welcome Sanitary Guidelines Post Covid-19-V1.1 PDF

GUEST WELCOME
SANITARY GUIDELINES
POST COVID-19
Version 1.1 / May 13th 2020
GUEST WELCOME SANITARY GUIDELINES POST COVID-19

INTERNAL USE ONLY – DO NOT CIRCULATE
DISCLAIMER
The aim of this protocol is to provide guidelines for

hotels within the ACCOR group to put in place a Guest
Welcome Protocol after the lockdown period is over.
It is the hotel’s responsibility to assess the situation and

make its own decisions. When drafting this protocol, it is
recommended that each hotel takes due account of its own
specific characteristics, its brand and particularly its size, its
business structure, environment and location.
These documents and the health & safety advice therein are
based on information available at the time of writing from
the World Health Organisation and the Ministries of Health
and Employment. It will be adapted in line with legislative
changes and new decisions taken by each brand.
You will find all the latest information on (please put here
your local source of communication ex: Accor Live for
France)
Legislation and instructions issued by local health authorities

take precedence over the guidelines contained in this guide.
This document is intended strictly for internal use only. The

This document was drafted based on visuals & content must not be circulated in any other
information available at the time of context.
writing from the World Health
Organisation (WHO) and the French
Ministries of Health and Employment
GUEST WELCOME SANITARY GUIDELINES POST COVID-19 2

INTERNAL USE ONLY – DO NOT CIRCULATE Retour à l’index
INTRODUCTION
Welcoming, safeguarding and taking care of others is at the

heart of what we do and who we are. The health, safety and
well-being of our staff, guests and partners remains our top
priority as the world goes through this unprecedented crisis.
Accor has now established some of the most stringent

cleaning standards & operational procedures in the world of
hospitality to ensure guest safety as hotels reopen around the
world.
We showed great solidarity & emotion, when closing our

hotels. We want to re-open them with even greater care &
passion. Welcoming back our Heartists and Guests around the
world with a reassuring global #ALLSAFE Label at the heart of
our Reopening Sanitary protocols strategy.
IBIS
ADAGIO FAIRMONT FAIRMONT GRANDPLAZA MÖVENPICK
AMERICANA
LERONDSOCHI CHATEAU NILE CITY MÖVEMPICK AMSTERDAM
These Sanitary guidelines are here to help operations align on SAO PAULO FRONTENAC CITY CENTER
a set of common standards and inspire best practices to

implement when reopening a hotel, after the lockdown period
is over. NOVOTEL NOVOTEL PULLMAN RIXOS PREMIUM /SO
ABIDJAN MELBOURNE BANKOK DUBAI BANKOK
SOUTHWHARF
This document (version 1.0) will be evolutive and updated as and when needed in accordance with the Global
Cleanliness Coordination Council. Further protocols will be provided to best comply with the #ALLSAFE Label
requirements along with Bureau Veritas and AXA partnerships soon to be announced.

IM AGE & EXPERIEN CE
Please remember that while

enforcing these prevention rules,
you should always keep as your
main objective to create an
exceptional, surprising and
instagrammable experience for
your guests.
This is an occasion to stand out

from our competition. Let others
look like hospitals and let Accor
keep the travel dream alive.

IN DEX
DISCLAIMER & INTRODUCTION 3. WELCOME BACK TO OUR GUESTS 6. FOOD & BEVERAGES
⌐ Inform guests ⌐ Front of house cleaning
SUMMARY ⌐ Anticipate & delight ⌐ Stocktaking & deliveries
⌐ Accor Global Standards ⌐ Breakfast service procedures
#ALLSAFE label 4. PUBLIC AREAS ⌐ Add service touches
⌐ Safety & hygiene golden rules ⌐ Pre arrival transportation ⌐ 100% cardboard delivery examples
⌐ Guest experience golden rules ⌐ Hotel entrance area ⌐ Lunch & dinner room service
⌐ Major changes at a glance ⌐ Waiting area and flow through procedures
⌐ Front desk procedures ⌐ Kitchen
1. GENERAL PREVENTIVE HYGIENE ⌐ Check-in/out procedures ⌐ Dishwashing
MEASURES ⌐ Online check-in & fast check-out
⌐ How is Covid-19 transmitted? ⌐ Check-in for hotels with DAC 7. MEETING & EVENTS
⌐ Key infection prevention measures ⌐ Front office layout examples
⌐ Correct hand washing ⌐ Mobile welcome procedures 8. WELLNESS
⌐ Removing disposable gloves correctly ⌐ Lobby / Reception cleaning procedures
⌐ How to fit a mask correctly ⌐ Public toilets cleaning procedures 9. COMMUNICATION
⌐ Preparing for medical situations ⌐ Communication support materials
⌐ Equip reception with medical kit 5. ROOMS ⌐ Key messages for guests
⌐ New housekeeping rules ⌐ Guidelines for photographing food
2. WELCOME BACK TO OUR HEARTISTS ⌐ High touch cleaning areas
⌐ Hygiene & work habits ⌐ Cleaning procedure 10. ENGINEERING & MAINTENANCE
⌐ Training & information ⌐ Linen
⌐ Role of the #ALLSAFE officer
⌐ Housekeeping & Maintenance THANKS
⌐ Heart of house
⌐ Toilets & locker room

INTERNAL USE ONLY – DO NOT CIRCULATE
HOW TO ADAPT THIS DOCUM EN T
It will be the duty of the regions and countries to adapt this document to the local requirements
and to add the relevant organisation of reference, replacing for instance the French Ministry of
Health by the Centers for Disease Control and Prevention (CDC) in North America.
THE TAGS BELOW WILL HELP YOU TO SPOT WHERE TO ADAPT THE DOCUMENT BECAUSE OF
LOCAL/SEGMENT…OR EXPERTS PARTICULARITIES
L TO BE ADAPTED LOCALLY
S TO BE ADAPTED BY SEGMENT
E TO BE CONFIRMED BY EXPERTS

SUMMARY

ACCOR GLOBAL STANDARDS
#ALLSAFE LABEL
HEARTISTS: CARE & TRAIN HOTEL: ALLSAFE PROCEDURES
⌐ ALLSAFE Officer 24/7
⌐ Heartists provided with appropriate mask and sanitiser ⌐ Reinforced food safety standards & limited buffet
solutions
⌐ Heartists given comprehensive safety & hygiene training ⌐ Safe room service provided at no extra charge in
case of restaurant closure
⌐ Heartists regular health checks conducted

⌐ Promote contactless check-in, check-out and
⌐ Reinforced cleaning program in heart of house with payments whenever possible
frequent disinfection of high touch areas
⌐ Social distancing enforced in all
GUESTS: CARE & REASSURE common areas
⌐ Guests access to medical professionals ⌐ Reinforced cleaning program in public areas with
frequent disinfection of high touch areas
⌐ Guests provided with individual sanitiser, wipes and mask
at arrival (Luxury/Premium) or on request
⌐ Sanitiser provided in key public areas (front desk,
⌐ Guests temperature control system available and restaurant, elevators, toilets, etc.)
temperature taken at hotel entrance(s) if legally required
⌐ Room extra disinfection of high touch room &
⌐ Guests dedicated customer hotline to best prepare their bathroom areas (door knob, TV remote…)
stay

SAFETY & HYGIEN E
GOLDEN RULES
STAFF HYGIENE GUESTS HYGIENE
⌐ Provide guests with gel, mask, wipes

⌐ If you are ill, don’t come to work
(Luxury/Premium) or upon request
⌐ Follow PPE recommendations
⌐ Place sanitising gel in as many areas
⌐ Frequent handwashing
around hotel
REINFORCED
STAFF TRAINING
DISINFECTION
⌐ To welcome & inform guests with ⌐ Follow new cleaning protocols

confidence & memorise high touch areas
⌐ To carry out procedures with ease
ORGANISE SPACES &
WORK HABITS FOR
SOCIAL DISTANCING
MINIMISE TOUCH
CONTAMINATION ⌐ Staff to work alone or at 1m
minimum distance
⌐ Floor markings to organise flows or
⌐ Rethink hotel spaces, removing any alternative visible distancing system,
unnecessary objects e.g. easels
⌐ Minimise sharing tools with ⌐ Minimise sharing tools with
other staff & guests other staff & guests

GUEST EXPERIEN CE
GOLDEN RULES
Inform guests of changes but don’t Place posters where needed but
overwhelm with official rules & don’t overload the hotel: avoid
regulations doctor’s waiting room effect
Confident, friendly communication Go beyond expectations by bringing

style tells guests they are in safe back the joy of hotels: not just safe,
hand but fun
– avoid excessive solemnity
Anticipate new needs & use the Hygiene measures can be done with
opportunity to surprise & delight style: there are opportunities for
with new services and gestures branding, beautiful design, striking
looks

MAJOR CHANGES AT A GLANCE (1/2)
WELCOME BACK WELCOME BACK FRONT OFFICE

OUR COLLEAGUES OUR GUESTS
⌐ Action Plan for housekeeping, ⌐ Dedicated hotline to best prepare ⌐ Revised welcome procedure
heart of house, front office & guest stay ⌐ Desk reconfigured to ensure
F&B ⌐ An ALLSAFE Officer: appointed social distancing
person fully trained ⌐ Plexiglas screens installed
⌐ Distribution of protective ⌐ Guest access to medical recommended
items (gloves, masks, hand professionals ⌐ Floor markings or any
sanitiser) alternative for social distancing
Procedure for informing Guests: (e.g. easels… )
⌐ Regular health checks ⌐ Information on changes to service ⌐ No physical contact with
⌐ Hygiene instructions and sanitiser guests
⌐ Reorganising business activity on arrival ⌐ Contactless payments
for minimal contact (e.g. ⌐ Social distancing encouraged
staggered breaks, changing ⌐ Encouraging online check-in and ⌐ Lobby reconfigured, with
room access) check-out sanitisers
⌐ Process for handling suspected ⌐ Frequent cleaning of all critical
⌐ E-learning focused on Covid- virus cases (reception area points of contact (WC, lifts…)
19* equipped with medical kit &
thermometer)
⌐ Covid-19 code of practice* ⌐ Information communicated to
implementation guest via email, receptionist &
through digital or physical posters
at the hotel
* Work in progress with Bureau Veritas: details

will be issued soon

MAJOR CHANGES AT A GLANCE (2/2)
GYM, SWIMMING
ROOMS F&B POOL & SPA
⌐ New cleaning processes ⌐ Breakfast: Recommended continental ⌐ Maintain temporary closure

following guidelines breakfast in the room or take away. pending recommendations on
⌐ If locally authorized limited buffet service reopening & necessary
⌐ Disinfection of frequent high measures from all relevant
touch areas ⌐ Restaurant / room service: restaurant authorities
service replaced with room service & no ⌐ Gradual re-opening will be in
⌐ Removal of non-essential upcharge line with above
items recommendations
⌐ Kitchen: reinforced food safety; standards
⌐ Individual toiletries replaced produce storage areas adapted; social
each time a guest checks out distancing in the kitchen; new cleaning and
disinfection procedures MEETING ROOMS
⌐ Linen only change on request
⌐ Deliveries: access restriction / delivery
⌐ Housekeeping service on workers must wear masks and gloves; ⌐ Maintain temporary closure
demand for repeat stay availability of hand sanitiser; reinforced pending recommendations on
cleaning procedures, single use overalls, reopening & necessary
gloves, masks; creation of a waiting area, measures from all relevant
disinfection of outer packaging and authorities
decontamination of fresh produce ⌐ Gradual re-opening will be in
line with above
recommendations

1
GENERAL
PREVENTIVE
HYGIENE MEASURES

1.
HOW IS COVID-19 TRAN SM ITTED?
REMEMBER, EVEN IF YOU

Contact with spittle or a contaminated droplet:
DON’T HAVE SYMPTOMS OR
Spray from sneezes or a cough when in close proximity: i.e. living MILD SYMPTOMS YOU CAN
in the same place, direct contact at a distance of less than a metre STILL BE A CARRIER OF THE
in the absence of protection measures VIRUS AND TRANSMIT IT
SOURCE: FRENCH MINISTRY OF EMPLOYMENT
Touching your face with your hands or a contaminated object:
Contact with unwashed hands is a big risk. On contaminated DID YOU KNOW?
surfaces (objects, boxes, handles…), the virus can survive for
several hours, even several days depending on the surface and
circumstances
The average person touches
When you eat, drink, smoke or vape, if you have dirty hands or if
you share food, bottles or glasses with others, there is a serious 300 in 30
risk when the hand comes into contact with the mouth, nose, surfaces minutes
eyes
SOURCE: FRENCH MINISTRY OF EMPLOYMENT

1.
KEY INFECTION PREVENTION MEASURES
FOR EVERYONE
MAINTAINING
AVOIDING CLOSE CONTACT SNEEZING WASHING HANDS
AT LEAST 1M
WITH INDIVIDUALS & COUGHING CORRECTLY
DISTANCE BETWEEN
INTO ONE’S ELBOW & OFTEN WITH WATER
INDIVIDUALS
& SOAP
1m
CLEANING HANDS CLEANING & DISINFECTING STAY HOME IF YOU ARE UNWELL OR
WITH ALCOHOL-BASED HIGH TOUCH SURFACES HAVE BEEN IN CONTACT WITH
SANITISER WHEN WATER & & PERSONAL ITEMS SOMEONE INFECTED WITH COVID-19 IN
SOAP NOT AVAILABLE THE PAST 14 DAYS

1.
CORRECT HAN D W ASHIN G
WHEN SHOULD I WASH MY HANDS?
⌐ After blowing nose, coughing or sneezing
⌐ After using the restroom

1. WET 2. SOAP
⌐ Before, during and after food preparation
⌐ Before eating
⌐ After contact with animals or pets
⌐ Before and after cleaning and disinfection
3. WASH 4. RINSE ⌐ After contact with high touch surfaces in the

20 SECONDS hotel
⌐ After removing Personal Protection Equipment

(PPE)
⌐ Before and after providing routine care for a

guest who needs assistance
5. DRY 6. TURN OFF WATER ⌐ Frequently

WITH PAPER TOWEL

1.
REMOVING DISPOSABLE GLOVES CORRECTLY
1. Hold the outside of the glove 2. Peel the glove off, turning 3. Pull the glove off your
close to the wrist, without it inside out as it slides down hand and hold it in your
touching your skin your hand gloved hand
4. Pop your fingers into the 5. Peel the glove off, pulling it over 6. Dispose of the gloves and
glove at the wrist without the first glove so both gloves then give your hands a good
touching the outside remain inside out wash

1.
HOW TO FIT A M ASK CORRECTLY
FOR PROPER PROTECTION
MASKS SHOULD BE
CHANGED EVERY
4 HOURS
1. Wear it with the 2. Ensure it covers

coloured side facing the nose &
out/white side facing in mouth fully
TO REMOVE MASK:
⌐ Wash hands
⌐ Do not touch front of mask
3. Tie/loop the straps 4. Use two fingers to ⌐ Lean forward & remove mask
from behind, holding ties or
around your head or over press the concealed
elastic
the ear metal wire down to fit ⌐ Discard in waste container
the shape of the nose ⌐ Wash hands
GUEST WELCOME PROTOCOL POST COVID-19 18

1.
PREPARIN G FOR M EDICAL SITUATION S
PREPARE EMERGENCY INFORMATION HOW TO DEAL WITH A SUSPECTED CASE?
⌐ Numbers for accident & emergency ⌐ If symptoms indicate a suspected case of COVID-
departments, health centres and private 19, a general medical professional should be the
hospitals to get help or information in the event first point of contact, and it is not advised to go
that a guest is ill to A&E or dial the emergency services. However,
in the event of severe symptoms, such as
⌐ Familiarise yourself with the leaflets on difficulty in breathing, you must dial the
“Understanding Coronavirus” which can be emergency services who will decide what action
found on [name of source gathering all useful to take.
information and files related to Covid-19 for the
hotels] and share them with your teams. These ⌐ Rooms with suspected cases should be left
documents must at all times be available for empty for 24 hours, then cleaned & disinfected
guests and for staff E

1.
EQUIP RECEPTION W ITH M EDICAL KIT
RECEPTION MUST BE EQUIPPED WITH A MEDICAL

KIT CONTAINING:
⌐ Disinfectant / wet wipes for cleaning surfaces
⌐ Face masks / eye protection (separate or

combined, facial visor / goggles). Note that
disposable face masks can only be used once
⌐ Gloves (disposable)
⌐ Protective apron (disposable)
⌐ Full length, long sleeved pinafore / overall
⌐ Disposable biological waste bag
L by
⌐ Non-contact infrared thermometer for use
guests if needed

2
WELCOME BACK
TO OUR HEARTISTS

2.
HYGIEN E & W ORK HABITS
HYGIEN E W ORK HABITS
STAY HOME IF AT RISK ⌐ Provide where possible a dedicated trolley and personal
work tools
⌐ If you present symptoms or have been in
contact with others who are infected with ⌐ Avoid where possible working in pairs or limit it
COVID-19, you stay away from work until only to those tasks that are too difficult to do alone.
you no longer present a risk.
⌐ Plan staggered break times to limit the number of
employees in the break areas and space out meal times to
PROVIDE HYGIENE KITS FOR ALL EMPLOYEES avoid clusters of people at any one time
⌐ Still emphasize washing your hands

⌐ Mask needs to be changed every 4 hours,
single use gloves and access to gel sanitiser
BEST PRACTICE L
or soap Daily health check-ups for all colleagues
Temperatures taken daily & any symptoms
reported and recorded

2.
TRAINING & INFORMATION
ALLSAFE OFFICER STAFF TRAINING
⌐ Appointment of an ALLSAFE officer in your ⌐ E-learning modules are being created and
team 24/7 webinars will be organised to support teams
See following slide for detailed role
⌐ Training for managers is in the process of being
⌐ Responsibilities to be delegated to another team created
member when not present in the hotel
⌐ Ensure all employees are aware of:
⌐ Senior management to discuss any problems
encountered by employees in respect of the new ⌐ New routines & processes for cleaning, social
procedures and the relationship with the guest distancing & heart of house life
⌐ Course of action for dealing with unwell

guests and colleagues
⌐ How to inform guests of changes & rules

2.
ROLE OF THE ALLSAFE OFFICER
Appoint a ALLSAFE officer from within senior

management of hotel team whose main role will be:
⌐ To put the new daily work routines into practice, to

monitor compliance with good practice and to lead
the preventative hygiene measures
⌐ Adapt the health & safety recommendations and

requirements to the hotel
⌐ Make sure that the team is fully briefed on

procedures
⌐ Ensure the implementation of the 16 ALLSAFE label

standards and other required actions
⌐ Ensure that the teams follow the procedures
⌐ Display communication supports throughout in the

hotel
⌐ Stay up to date of changes to legislation in order

to adapt procedures accordingly
⌐ Supervise online customer feedback & reviews

regarding hygiene & ensure follow-up

2.
HOUSEKEEPIN G & M AIN TEN AN CE
REORGANISE WORKPLAN MAINTENANCE / HOUSEKEEPING

TECHNICAL REPAIRS
⌐ Adjust bedroom allocations ⌐ Avoid working in pairs; limit to tasks
⌐ Division of tasks ⌐ If a colleague needs to that cannot be done alone
⌐ Flow of movement enter a guest room to
⌐ Space out teams so that employees
⌐ Preparation of cleaning perform a repair or
do not cross paths
materials maintenance, they should
check with guest if the ⌐ Increase cleaning time of each room
guest would like to remain to allow the new disinfecting
INFORM EMPLOYEES
in room or step outside. procedures
⌐ Train on new processes If guest remains in room,
⌐ Anticipate precautions for handling
try to observe 1m distance
potentially contaminated sheets,
HOUSEKEEPING TROLLEYS particularly during linen changes
⌐ Sanitise hands before and
⌐ Double-check they are after performing ⌐ Anticipate actions to take with
stocked to avoid returning for maintenance regards to bed linen that is clearly
refills soiled (individual protection…)
⌐ Add hand sanitiser
⌐ Clean trolley after duty
PROVIDE ALL STAFF WITH A MASK BEST PRACTICE

AND GLOVES AND MAKE HAND SANITISER Provide personal housekeeping
AVAILABLE trolleys to avoid sharing equipment

2.
HEART OF HOUSE
1m
RE-ORGANISE L HYGIENE
⌐ Create 1m minimum between desks and other work
areas ⌐ Access to gel, soap, wipes, bin bags, paper
tissues, in particular next to high touch areas
⌐ Plan one-way circulation, open doors or change to (drinks machine, photocopier, etc.)
foot operated
⌐ Install plexiglas partitions between desks & ⌐ Display notice to clean hands after use next to
workstations all high touch areas
⌐ Provide individual work tools where possible

(pens, trolleys, etc.)
CLEANING
⌐ Establish & enforce cleaning schedule for all ⌐ Ensure handwash soap dispensers are always
surfaces & tools replenished
⌐ Identify & pay special attention to high touch

areas, install disinfecting wipes / cleaning spray
for self cleaning
REMINDER: HIGH TOUCH AREAS PUT UP A SCREEN AT OFFICE ENTRANCE

All hard surfaces, photocopier, printer, DISPLAYING USEFUL
drinks machines, switches, furniture INFORMATION FOR THE TEAMS
knobs, keyboards, mouse, screens, door (Reminder of instructions,
handles & plates, pens service organisation)

2.
TOILETS & LOCKER ROOM
60-90°
SUPPLIES UNIFORMS
& EQUIPMENT
⌐ All work equipment and uniforms must be
⌐ Equip in toilets & locker room & check daily: cleaned regularly (ideally daily) and with in
pedal bins, liquid soap, hand gel, paper towels, greater depth if case suspected.
wipes ⌐ Staff must change into uniform at hotel: they
should not arrive with uniform on
⌐ Use preferably towel dispensers to electric hand
dryers (these should be disconnected)
⌐ Refill or repair anything missing/out of order

immediately
LIMITED ACCESS TO EMPLOYEES IN CHANGING
ROOMS AT THE SAME TIME
TOILETS & LOCKER ROOM CLEANED ⌐ Organise timed usage

AFTER EACH USE
⌐ Or create temporary changing room for each
⌐ Attention to all high touch areas employee (empty bedrooms)
Different layout of changing rooms and staggered start times or a rota system to ensure the
social distancing rules are respected.

3
WELCOME BACK
TO OUR GUESTS

3.
INFORM GUESTS
Guests must be fully informed of all exceptional service measures during their stay
Clearly display reminders of health & safety instructions in the lobby in several languages
and using icons
KEY MESSAGES FOR GUESTS L
A SAFE DISTANCE
We’ve reorganised the hotel to keep 1meter
1m
minimum between guests and staff. YOUR ROOM
Please help us to respect this measure by
following floor markings (or easels…), using the Has been cleaned & disinfected with extra care.
elevator one person at a time (only families are We have also removed all non essentials
allowed) amenities to minimise risk but they are available
at reception. Please ask us.
CLEAN HANDS Please ask the reception to only clean your room
We’ve provided sanitiser and soap around the on request (if you do not want the service daily)
hotel. Kindly make sure to wash your hands
regularly
IF YOU FEEL UNWELL

CHECK-OUT
We recommend payment by credit card. Please contact the ALLSAFE Officer via the
Please Drop your room key in the box at reception from your room and we’ll provide you
reception on departure (if you have opted for with assistance.
the fast check out; your payment details are
available at reception)

3.
ANTICIPATE & DELIGHT
Our guests must still experience the joy and pleasure associated with staying at
our hotels.Take this opportunity to add thoughtful new gestures & services L
IDEAS
WELLNESS FOOD & DRINK

Ginger tea, immune-boosting
drinks, sleep-promoting herbal
infusions…
IN-ROOM WELLNESS
GINGER IS USED TO
Yoga mats & weights on NATURALLY BOOST THE
IMMUNE SYSTEM, USED IN
request (sanitised). ALTERNATIVE MEDICINE
Meditation content on the SINCE 3000 BC.
television
LIKE THE RAFFLES HOTEL, IT
ORIGINATES FROM SOUTH
EAST ASIA.
KIDS’ ENTERTAINMENT
ENJOY THIS FRESHLY
Extra entertainment in-room, PREPARED GINGER
games (wipeable or personal) COCKTAIL.
WITH COMPLIMENTS.

4
PUBLIC AREAS

4.
PRE-ARRIVAL TRAN SPORTATION
⌐ If outsourced, the transportation partner must

follow the same protocol as hotel employees)
⌐ Ensure the driver is wearing protective gear such

as mask, gloves etc.
⌐ The car should be disinfected with every arrival
⌐ Check if the driver section can be segregated

with a temporary plastic or a transparent sheet
⌐ Driver should be instructed to limit

conversations to minimize interaction
KEY HIGH TOUCH AREAS

Dashboard
Car seats and armrest
Wheel
Door handles
(car interior and DISINFECT HIGH TOUCH AREAS OF
exterior, main entrance)
Speed knob CAR AFTER EACH ARRIVAL

4.
HOTEL EN TRAN CE AREA
⌐ Install rope barriers and display official notices to inform guests

on the hotel rules to follow during the stay
⌐ Mandatory hand disinfection hub with sanitiser gel for guests
⌐ In line with local legislation & cultural habits, hotel may take
guest’s temperature on arrival
⌐ Display “Understanding Coronavirus” posters in several

languages in a prominent place in the hotel lobby
⌐ Limit the number of people in the lobby at any one time by

controlling access at entrance, space the waiting areas
⌐ Ensure that flow of movement does not require opening doors
SET UP HYGIENE STATION AT

HOTEL ENTRANCE FOR PREMIUM & LUXURY BRANDS S
GUESTS TO DISINFECT THEIR
⌐ Recommend suspending valet services, provide self parking
HANDS guidance
⌐ Luggage transportation can be done with proper distancing and
only up to the door of the guest room

4.
W AITIN G AREA AN D FLOW THROUGH
⌐ Marked flow-through passage to avoid contact
⌐ Clear directional arrows to avoid crossover contact

between guests.
⌐ Installation of safety distance markers of 1m minimum

*
⌐ Marked pathway to public toilets, with access doors

propped open in such a way as to ensure that they
always stay open.
⌐ Limit to one person at a time in lift initially (except

families) – to be relaxed progressively.
⌐ Display rules for use on the lift door on all floors.
⌐ Install a disinfecting wipes dispenser in the lifts or at

the exit on every floor.
* LUXURY BRANDS S
Replace floor markers with alternative visible
distancing system, e.g. easels
ibis budg et Bordeaux Lac

4.
FRON T DESK PROCEDURES*
AT A GLANCE
* Welcome in mobility details later on in this section
DISINFECTION OF HIGH-TOUCH SURFACES

AFTER EACH USE
⌐ Counter - wiped after every client
⌐ Payment terminals, keyboards, tablet,
pens disinfected after every client
⌐ Staff not to share pens
⌐ Staff wash hands after each client
KEYCARDS
⌐ Disinfected before &
after use
⌐ Dropped into box on
check-out
PAYMENT
⌐ Receptacle used to receive cash
⌐ Payment terminals disinfected
between guests
⌐ Hands disinfected after handling
credit cards
ORGANISE SPACE
⌐ Floor markings or any alternative visible distancing system,
e.g. easels, leaving 1m min. between clients
⌐ 1m min. between staff
⌐ Handgel on counter

4.
CHECK-IN/OUT PROCEDURES
CHECK-IN/OUT PROCEDURES WITH GUESTS PAYMENT PROCEDURES
⌐ Payment procedures
⌐ Inform guests on arrival of all the materials available
⌐ Remote debit authorisation activated
in each hotel warrant an ALLSAFE stay
& guests strongly encouraged to pay
by bank card, contactless payment
⌐ Guests provided with individual sanitiser, wipes and
⌐ For cash payment do not pass money from
mask at arrival (Luxury/Premium) (unless provided
hand to hand (use a receptacle)
directly in room) or upon request
⌐ As a preference, send invoices by email rather
⌐ Client are invited to clean their hands
than printing them out (online check-in, fast
check-out)
⌐ Guests are informed about the ALLSAFE Officer
⌐ Keycards
⌐ customers are invited to drop their keycard in the
Keybox at check out SET UP A PROCESS FOR AUTHORISING
⌐ Cards sprayed with disinfectant and
PAYMENTS REMOTELY AND STRONGLY
wiped clean
⌐ New cards wiped before giving to clients
RECOMMEND PAYMENT BY CARD.

4.
ON LIN E CHECK-IN & FAST CHECK-OUT
BEFORE THE STAY ARRIVAL THE STAY DEPARTURE

⌐ 2 days before arrival the guest ⌐ Upon arrival, the ⌐ An invoice statement ⌐ Pre-authorisation means
receives an invitation to check-in only things to do is is sent to the guest that the bill can be settled
online and, where applicable, to to give the guest the night before automatically (hotelF1 –
complete the ONLINE pre- his/her room key departure giving him ibis budget: invoice
authorisation (if available) / her to check it already settled in
⌐ Fast Check-Out (FOLS / OPERA to be advance)
⌐ The information submitted will be implementation is done manually)
inserted into the reservation (for highly ⌐ No further departure
hotelF1 and ibis budget the invoice recommended formalities, simply ask the
can be settled immediately) guest to put his / her key
in the Keybox (make sure
⌐ Even if the guest has not done the the box is clearly visible)
online check-in, we recommend
completing as much of the arrival ⌐ The guest will receive the
registration as possible in advance final invoice by email
(if the data permits). For example:
legal forms, assign the room
number…
Strongly encourage online check-in and fast check-out to limit contact with L
the guest during his / her stay

4.
CHECK IN FOR HOTELS WITH DAC
⌐ Provide a hand sanitiser dispenser OR

disinfectant wet wipes with a covered pedal
bin
⌐ Stand alone or wall mounted distributor
⌐ Reinforce cleaning protocols for the DAC and

regularly disinfect surfaces
HOTELS USING DAC SHOULD

IMPLEMENT THIS INITIATIVE

4.
FRONT OFFICE
LAYOUT EXAMPLES
PLEXIGLAS SCREEN AND FLOOR MARKINGS S

4.
FRONT OFFICE
LAYOUT EXAMPLES
PLEXIGLAS SCREEN S

4.
M OBILE W ELCOM E PROCEDURES
MOBILE PMS
A temporary welcome solution

to be implemented
⌐ Position a high table to recreate the idea of a ⌐ Do not give the tablet/smartphone device to
reception desk or do the check-in at the bar the guest
⌐ Hold out the tablet/smartphone for
⌐ Recommend using protective equipment signature
(masks, gloves) to be changed every 4 hours if necessary
⌐ Enter guest email address yourself
⌐ Install where possible a plexiglas screen with a ⌐ put a plastic film on the mobile device to
hatch to pass the TPE through clean it easily (optional)
L
⌐ Systematically provide 2 stylus pens : ⌐ Install the TPE onto a fixed holder:
1 for the member of staff and 1 for the guest ⌐ Let the guest insert his/ her payment card
(to be disinfected after every use by a guest) and enter the PIN (or contactless even
better)
⌐ Clean TPE after each check-in
⌐ put a plastic film on the mobile device to
clean it easily (optional)

4.
LOBBY / RECEPTION
CLEANING PROCEDURE
1m
⌐ Revise lobby capacity to Cleaning the lobby / REARRANGE FURNITURE TO ENSURE A

ensure compliance with reception: MINIMUM DISTANCE OF 1M BETWEEN
social distancing EACH PERSON
measures ⌐ Reinforce measures for
disinfecting surfaces,
⌐ Children’s corner: points of contact and
As a precaution, lifts.
keep these areas closed Pay particular attention
pending to door handles, tables,
recommendation from taps, lift buttons,
relevant authorities telephones, TPE
machines, and
⌐ Air Conditioning: it is computers
advisable to step up the
cleaning of air filters and ⌐ Cleaning the floors: use
increase the level of the regular cleaning
ventilation of the air product
conditioning systems in
order to renew the air ⌐ Disinfecting hands: Rub
more frequently hands with gel sanitiser
from installed dispenser,
or with soap and water
ibis Sao Paulo Expo Barra Funda

4.
PUBLIC TOILETS
CLEANING PROCEDURE
⌐ Checks that soap dispensers, disinfectant gel

dispensers, and paper towels are well stocked must be
carried out several times per day (depending on
frequency of usage). Any defect or depletion must be
repaired or replenished immediately
⌐ It is preferable to disconnect electric hand-driers
⌐ Remove toilet brushes
⌐ We recommend keeping a written record/ chart to track

these actions
⌐ The good working order and cleanliness

of the pubic toilets must also be monitored daily
⌐ Display information about hygiene procedures in hotel

& hand washing instructions
⌐ Pedal operated closed waste bins are recommended

4.
PUBLIC TOILETS
CLEANING PROCEDURE
HIGH TOUCH AREAS FOR DISINFECTION
Door handles
Hand contact area:

Paper dispenser
Soap dispensers
(loaded, in good order, clean)
Switches
Toilet seat, flush, splash wall
Trash bin
Water taps

5
ROOMS

5.
ROOMS
NEW HOUSEKEEPING RULES
PROCESS SERVICE
⌐ Review new disinfection procedures with team

⌐ Clearly communicate to the guest the room
⌐ Adapt time for room cleaning accordingly has been extra cleaned using a door
⌐ Avoid assigning the room for 24 hours minimum sticker/notice (door hangers, sticker on
between each stay in case of suspected cases door…)
Covid-19 E
⌐ Remove all non-essential items from the ⌐ Turn down service temporarily suspended
bedrooms (pens, flyers, room directory, decorative
cushions, bed cover…) & make available at ⌐ Suspend all guest laundry services, or retain
reception upon guest request only if appropriate processes for handling in
all safety are provided L
⌐ All room amenities (bathroom, tea & coffee) to be
removed and available upon request. Keep the
Welcome Tray but with disposable items for
Luxury & Premium brands. S
⌐ Mini bars locked (ideally with a seal) or emptied
REPEAT STAY S
with items provided upon request L
⌐ Adjust quantity of towels in the bathrooms to no. FOR ECO/MIDSCALE
of guests to avoid unused towels ⌐ Daily room cleaning upon request
⌐ On departure, all unused bathroom amenities and
tea & coffee facilities to be sanitized, put in a box
for 72 hours, and then replaced E FOR PREMIUM/LUXURY
⌐ Room cleaning every day
⌐ If no special request: once every 2 days

5.
ROOM CLEANING
HIGH TOUCH AREAS
1. BEDLINEN
Reinforced cleaning & treatment
2. TELEPHONE, REMOTE CONTROLS, PADS
3. HARD SURFACES
Chair armrests, nightstands, desk, drawers inside &
out
10
4. SWITCHES & CONTROLS
Wall lights, lamp switches, temperature
control panels & thermostat
5. BATHROOM AMENITIES
Hairdryer, soap dispenser & others
6. BATHROOM SURFACES
Sink, taps, showerhead, toilet flush, splash wall, toilet
brush & others
7. LUGGAGE RACK, MINIBAR, SAFE
8. WARDROBE ITEMS
Iron, hangers
9. HANDLES, DOORKNOBS, LATCHES &

PEEPHOLE
10.EXTERIOR OF COFFEE MACHINES & ROOM

S ACCESSORIES (KETTLE)
See Appendix for more Eco-Mid illustration

5.
ROOM S
CLEANING PROCEDURE
⌐ Air the room ⌐ Spray (and do not wipe) all ⌐ Pick up debris
bathroom hard surfaces with and empty trash;
⌐ Put on clean gloves approved disinfectant cleaner replace trash liner if
(washed in between (toilet, urinals, sinks, countertops, needed
rooms) taps, shower/tub, dispensers)
⌐ Vacuum soft-surfaced
⌐ Visually inspect room ⌐ Dust, clean and disinfect all hard floors (carpet/rug);
surfaces in room with reinforced sweep then mop hard-
⌐ Remove all glassware and focus on high touchpoints (see list surfaced floors
plates to be sanitized on previous page) (tile/LVT)
outside of room to be
removed directly to pantry ⌐ Return to bathroom after required ⌐ Wash gloved hands
disinfectant contact time to with soap and water, or
⌐ Restock supplies – change wipe/scrub and rinse hard surfaces remove (if using single
all, even if not used by starting with shower and ending use); wash hands
guests with toilet
Take particular care to clean door handles,

light switches, taps, remote controls and any accessory which
may have been in contact with the guest’s hand

5.
ROOMS
LINEN
LINEN GOLDEN RULES
CLEAN LINEN – BE PARTICULARLY CAREFUL

WASH GLOVES AND HANDS
BETWEEN EACH ROOM
⌐ Separate always from dirty linen
⌐ Retain protective plastic
⌐ Distribute daily to avoid stockpiling
on trollies
DISINFECT YOUR TOOLS AT THE START &
DIRTY LINEN END OF EACH DAY
⌐ Remove from bed with minimal agitation Think of all items that have come into contact
⌐ Put used sheets and towels into the washing with hands at the start and the
basket immediately and be sure to keep clean end of each working day:
linen and dirty linen separate ⌐ Vacuum cleaners
⌐ Wash / Launder the Pillow cases and Mattress ⌐ Trollies (especially handles)
protectors after each stay ⌐ Product bottles
⌐ Avoid leaving soiled linen trollies in areas open to
staff or procure lockable linen trollies
NO FACE CONTACT
Do not touch your face with bed linen, towels or
BLEACHING LINEN HELPS TO CONTROL any item that could have been
THE RISK OF in contact with the guest
BIOLOGICAL CONTAMINATION

6
Food & Beverages
Follow relevant authorities’ guidance for closure/reopening L

procedures and the health & safety measure / checks to put
in place. At appropriate time, carry out progressive opening
in line with the recommendations that follow.

6.
FRONT OF HOUSE CLEANING
1. SEATING AREA
Tables, chairs & booths
Highchairs & booster seats
Condiments (salt & pepper shakers, bill holders)
Menus
2. BAR AREA
Bar counter
Food & drink preparation surfaces
Drink gun nozzles and handles
Beverage machines (mixers, coffee machines)
Food contact items: glassware, pourers, tools
3. FOOD PREPARATION FRONT OF HOUSE

Beverage station
Countertops
Order kiosks
Food contact items: cutlery, crockery & utensils
4. GENERAL HIGH TOUCH AREA

Switches & temperature controls
Doorknobs & pushplates
Cupboard & drawer handles, handrailings
Bins & other waste receptacles
S
See Appendix for more Eco-Mid illustration Cash registers & payment terminals

6.
STOCKTAKIN G & DELIVERIES
⌐ Forbid access to goods delivery ⌐ Forbid access to food storage areas for anybody not directly involved
bays to anybody not directly in service
involved in service
⌐ Single use overalls / gloves / masks to be made available for each
⌐ Mandatory mask and gloves for delivery. Ensure the pen is cleaned before signing the receipt
hotel staff taking delivery of
goods ⌐ A holding zone is set up to store non-food products and dry products
awaiting secondary packaging decontamination
⌐ Mandatory mask and gloves for
delivery personnel ⌐ For fresh food products arriving packaged in boxes (meat, fish, eggs,
cheese, fruits and vegetables...), unpack in the appropriate area and
⌐ Gel sanitiser to be made disinfect with food-safe wipes before being put away
available in goods delivery bays
⌐ Fruit and vegetables to be decontaminated for a minimum of 5
⌐ Reinforced cleaning procedure minutes in with appropriate product in the preparation area. They
in goods delivery bays must then be peeled and decontaminated for a further 5 minutes in
same product whilst still in the preparation area. No peeling is to be
done in the kitchen. L

6.
BREAKFAST SERVICE PROCEDURES
⌐ Takeaway, room service recommended (buffet is

OPT FOR DISPOSABLE CONTAINERS
limited as much as possible)
WHILST AT THE SAME TIME TRYING TO
MINIMISE THE USE OF PLASTIC ⌐ Service with gloves and mask
⌐ Remove order forms from bedrooms in favour of
remote ordering (digital display of menu or
disposable menu)
⌐ Implement a collection point in the restaurant for
takeaway meals
⌐ Trays or bags containing meals must be properly
covered or closed
⌐ Inform guest to place tray outside the room after
breakfast and call for collection
TRAY COLLECTION /DELIVERY RULES S
Economy: guest to collect breakfast tray from the

restaurant
Midscale: guest to collect breakfast tray from the
restaurant or delivered by team member in respect of
hygiene measures. Tray to be placed by the guest
outside the room after breakfast
Premium & Luxury: breakfast delivered by team member
in respect of hygiene measures. Tray to be placed by the
guest outside the room after breakfast (guest to call for
collection)

6.
ADD SERVICE TOUCHES
BEST PRACTICE L
IF NO BUFFET COMPENSATE WITH A
PERSONAL SERVICE GESTURE TO IN-
ROOM BREAKFAST
LUXURY & PREMIUM BRANDS S
Some ideas:
⌐ Personalise the breakfast tray with the

guest’s name
⌐ Write a “thought for the day” on the box or

on a post-it
⌐ Sign your own name or sign on behalf of

the team
⌐ Add interesting quotes from songs, artists or

writers about breakfast, beginning the day,
etc.

6.
100% CARDBOARD DELIVERY EXAMPLES
AVAILABLE ON ASTORE

6.
LUN CH AN D DIN N ER
ROOM SERVICE PROCEDURE
⌐ Tray service in the room, takeaway box Lay-out of trays :

or table-service only ⌐ Tableware and / or products (glass, plate) to be
protected by clingfilm / other means
⌐ Keep a safe distance when delivering ⌐ Protect cutlery with a cutlery holder
trays. Do not enter the room during ⌐ Opt where possible for disposable containers at the same
service. Knock on the door and step time trying to use as little plastic as possible.
back in order to maintain a safe ⌐ Wear gloves and mask during service
distance. Wait for the guest to open the ⌐ Change gloves after each guest
door (bill to be left on the tray for ⌐ Change of mask for each service period
signing by the guest)
⌐ Once finished, the guest places the tray

outside the door and calls for collection
⌐ At the end of the service period, take a

walk around each floor to collect trays
with gloves and mask
⌐ For hotels where the kitchen remains

closed suggest an alternative offering
from the Ready to Eat range and/or
facilitate outside delivery

6.
KITCHEN
CLEANING HIGH TOUCH AREAS
Door handles
Switches
Dispensers (loaded, in good order, clean)
Food contact surfaces
Hand contact areas
Taps
Utensils

6.
KITCHEN
DEALING WITH GOODS
⌐ Before returning to food ⌐ Arrange for a container L

preparation and storage filled with water and
areas, carry out a thorough bleaching agent to
cleaning to remove dust disinfect secondary
and disinfect the kitchen packaging (plastic)
and provisions destined for cold storage
(e.g. packages of breakfast
⌐ Set up a goods holding sausages, yogurts)…
area (outside if possible) to
avoid any communication ⌐ Be mindful of cross
and contact with the contamination dirty
delivery personnel and to and clean
safeguard the clean areas.
⌐ Wipe preserves jars, dry
⌐ Remove and discard products, and other
packaging before placing products destined for dry
goods in the holding area. storage with food-friendly
disinfectant wipes

6.
KITCHEN
PRODUCTION AREA RECOMMENDATIONS
⌐ Access to the kitchen strictly ⌐ A distance of 1 m minimum

forbidden to all non-kitchen between each chef during all
staff phases of production
⌐ Mandatory kitchen attire with ⌐ All products / packaging must

head covering / gloves and be disinfected before entering
mask, the uniform is to be the production area.
washed every day at a
minimum temperature of ⌐ Mobile phones are not allowed
60°c in the kitchen and the fixed
telephone must be
⌐ Hands to be washed using decontaminated after each use
supplier recommendation in with food-safe disinfectant
approved wash basins wipes (Wipes XL)
⌐ Cleaning of the work surface, ⌐ Door handles, swing doors,

kitchen utensils and knife drawers, bells, trolley handles
before and after each use in DI must be cleaned every hour
Divosan Etha Plus, which is a with disinfectant wipes and
non-rinse disinfectant and they with D10.1 at the end of the
must be cleaned at the end of day
each day with D10.1.

6.
DISHW ASHIN G
PROCESS – RECOMMENDATIONS
L
⌐ 1 m minimum to be ⌐ Dishwashers to be provided with
maintained between disposable aprons, changed every
dishwashers and all other hour, gloves and masks to protect
persons present in the area. themselves from food splashes
during the cleaning process & to
⌐ Respect correct washing protect the kitchenware once
temperatures (50-60°C) washed.
and rinsing temperatures
(70-80°C). ⌐ Before starting a shift, dishwashers
must wash their hands at a non-
⌐ Door handles, swing doors, contact hand wash basin with H34
drawers, bells, trolley soap, and between changes of
handles must be cleaned work task
every hour with food-safe or work area with handwash
disinfectant wipes (Wipes
XL) and D10.1 at the end of ⌐ They must wash their hands
the day. between loading dirty dishes
⌐ Ensure all cleaning and unloading clean dishes.
procedures and machines
are checked and inspected / ⌐ Dishwashers must change clothing,
logged by referenced jacket, trousers,
supplier apron every day.

7
Meetings & Events

7.
M EETIN GS & EVEN TS
GUIDELINES
Maintain temporary closure pending recommendations from

works councils / unions / relevant authorities on the reopening
of these facilities and the health & hygiene measures / checks
to put in place.
Gradual re-opening will be in line with above recommendations.

8
Wellness

8.
W ELLN ESS
SPA/FITNESS/THERMAL & SWIMMING POOL GUIDELINES
This document provides you with general guidelines to operate

spa and fitness facilities in tandem with local measures Post-
Covid.
ACCOR recommends that your spa, fitness and pool areas

maintain temporary closure, pending government
recommendations on re-opening, coupled with clear
communication provided by the local authorities, of the health
and safety measures needed for spa, beauty, fitness and
swimming pools to operate.
It is the responsibility of each property to determine at which

phase of re-opening that they should begin to operate there
wellness facilities.
L

8.
BOOKING / PRE-ARRIVAL
⌐ Colleagues must be fluent in all of the additional ⌐ The menu of treatment services should be
safety and cleanliness measures that are in place and reduced to low risk services.
be able to clearly communicate to guests the
enhanced processes (training and scripting). Promote ⌐ Low risk services : As a guiding principle each spa
the role of ALLSAFE Officer in the hotel should assess treatment protocols that can be
adapted to maintain distance between guest and
⌐ Colleagues should advise guests of the requirements therapist face.
to use facilities or treatments; including but not
limited to: ⌐ It is recommended to avoid all facial treatments
in the initial opening phase.
⌐ Guests are symptom free.
⌐ No recent exposure to any Covid-19 cases. ⌐ Appointments times should be adjusted to
support social distancing measures
⌐ No travel by guest or family members to high risk
areas within 14 days. ⌐ No more than 3 -5 people (depending on
size of spa) circulate in common areas
⌐ Masks are required to be worn in certain areas.
⌐ Allocate additional time between treatments
⌐ May perform individual temperature checks upon
for deep cleaning and sanitization of rooms
arrival (country by country decision)
⌐ Treatment cancellation policy should be adjusted
⌐ Must complete an enhanced health consultation
to allow for last-minute cancellations for any
form
guest experiencing symptoms of illness or recent
exposure to virus

8.
LOCKER ROOMS
LOCKERS AMENITIES
⌐ Lockers are sanitized, stocked and ⌐ Disposable counter amenities are removed from
locked before being available for changing areas.
guest use (including handles, coat
hanger, door and keypad/lock) ⌐ Attendants offer any amenities that may be needed
to the guest (razor, comb, shower cap, shower gel
⌐ Attendant sprays sanitizer on a cloth etc.) at the commencement of the guests use of
and wipes the locker down for the facilities.
guest before providing instructions ⌐ A bottle of hand sanitizer should be placed in all
changing areas for guest use.
⌐ Attendant explains locker function
without touching the locker.
⌐ Attendant explains the status of Heat SHOWERS

& Water and Fitness facilities as well
as any guidelines around capacity ⌐ Showers are cleaned and sterilized after every guest
restrictions and any pertinent details use. (allocate sufficient time/staffing between guests
about sanitization procedures in place to allow for adequate cleaning)
⌐ Guests are notified of which shower can be used in
between cleaning and turn around by attendants.

8.
TREATMENT DELIVERY
⌐ Therapist wears a mask during treatment ⌐ Therapist informs guest that they are washing
(Regional Decision) hands at the beginning and end of the treatment
and completes thoroughly in the presence of the
⌐ The guest also wears a mask during treatment guest.
(Regional Decision)
⌐ Any tools or utensils used in the treatment must
⌐ Therapist offers hand sanitizer to guest upon be cleaned in front of the guest/or removed
arrival to treatment room from a sterilised packaging
⌐ All guests to be asked if they prefer the therapist ⌐ Therapist only performs approved treatments
to wear gloves during the treatment and follows social distancing guidelines set by
each property.
⌐ Face cradle must be completely covered with a
washable fabric ⌐ The treatment room is cleaned after every guest
(allocate sufficient time and staffing for
⌐ Face cradle must be cleaned and sanitized before enhanced cleaning procedures).
every guest use

8.
HEAT & WATER FACILITIES
⌐ Observe all government guide lines on ⌐ Advise guests of occupancy limits for each
reopening heat and water facilities. facility (1-2 guest per each wet
facility/dependant on the size of the facility)
⌐ Hotels may elect to have guests book the use of
thermal facilities in advance which may allow for ⌐ Steam room, sauna, tepidarium chairs, and other
easier control of social distancing and cleaning wet facilities should be closed or be cleaned and
schedule's (e.g. booking of 45 mins of use with sterilized after every guest (allocate sufficient
30 min turnaround) time and staffing between guests to allow for
adequate cleaning)
⌐ Clear signage within the locker area explains the
sanitization procedures and schedule’s ⌐ Vitality pool chemical balancing should be
maintained at the higher limit of specified
recommendations.
⌐ Vitality/Jacuzzi chemical levels are tested by

engineering every 2 hours.

8.
SWIMMING POOL
⌐ Observe government guide lines on reopening ⌐ Reinforce that guests must shower prior to
swimming pools entering the swimming pool.
⌐ Occupancy limits for the pool may need to be ⌐ No amenities are provided
established to maintain social distancing (e.g. no
more than one person per swimming lane or no ⌐ No loan items (e.g. goggles, floats or equipment)
more than one guest per 2 Sq. Meters of pool are provided
area).
⌐ Swimming pool chemicals should be maintained
⌐ Colleagues should wear masks at all times when at the higher limits of recommended levels
in pool areas.
⌐ Pool chemical levels to be tested every two hours
⌐ Maintain a distance of 1.5m between for all pool by engineering.
seating.
⌐ Pool furniture must be draped with towels which

are replaced after every guest use.

8.
FITNESS CENTER
⌐ Equipment is adjusted to reflect ⌐ Masks are made available for guests.

social distancing requirements
⌐ Colleagues wear masks and disposable gloves while
(1.5m between pieces of
cleaning/handling equipment.
equipment).
⌐ Colleagues disinfect hands using hand sanitizer in front of
⌐ Alternatively, turn off one out of the guest prior to handling any equipment or
two machines that are adjacent to demonstrating how to use any of the equipment.
each other with signage “Due to
⌐ Equipment must be cleaned and sanitized after every guest
social distancing, this equipment is
(allocate sufficient staffing and time).
not in use”
⌐ No cold towels are offered.
⌐ The fitness center is deep cleaned
and sanitized twice per day (e.g., ⌐ No Fruit or snacks should be offered
late morning, and evening).
⌐ No headphones are provided. Only the use of disposable
⌐ Clear signage in the fitness areas and sealed headphones is recommended.
explains the sanitization procedures
and protocols. ⌐ Fitness class participants must maintain a distance of 1.5m
⌐ Guests are advised of the ⌐ Aerobic and Yoga mats and equipment must be sanitized
occupancy limits for facility to allow after every studio class.
for adequate social distancing
⌐ It is mandatory for guest to use
towels when exercising on the
equipment

9
COMMUNICATION

9.
COM M UN ICATION SUPPORT M ATERIALS
IN THE PROCESS OF BEING CREATED
VARIOUS COMMUNICATION MATERIALS SHOULD BE PREPARED TO PROVIDE

GUIDANCE TO THE HOTEL GUESTS IN A FRIENDLY, WELCOMING
& INSTRUCTIVE WAY
LIST OF INFORMATION NOTICES TO BE PRODUCED FOR EACH BRAND
⌐ Entrance : 1st contact with the guest to ⌐ Next to lifts: Indicating that only one person
summarise the security actions taken by the hotel at a time in the lift due to hygiene measures
⌐ Reception : 2 formats, one printed and one ⌐ In-room document or on TV: Informing on
digital to explain the welcome process cleaning process, check-out procedure, F&B
offering
⌐ Public toilets: Inform the guest that the toilets
are cleaned regularly (note that this poster will sit ⌐ F&B documentation: Outline the breakfast
alongside 2 other notices: the security measure and F&B offering with a menu adapted to
taken and and the correct method for washing each hotel.
hands)

9.
REMINDER: KEY MESSAGES FOR GUESTS
Guests must be fully informed of all exceptional service measures during their stay
Clearly display reminders of health & safety instructions in the lobby in several languages
KEY MESSAGES FOR GUESTS L
A SAFE DISTANCE CHECK-OUT

We’ve reorganised the hotel to keep 1m We recommend paying by credit card,
1m minimum between guests and staff. Please do contactless payment
what you can us to help us respect this by Drop your room key in the box at reception
following floor markings or alternative visible on departure when registered for fast check-out
distancing system, e.g. easels and using the
elevator one at a time.
YOUR ROOM
CLEAN HANDS Has been cleaned & disinfected with care. We

have removed all amenities to minimise risk but
We’ve provided sanitiser and soap around the they are available at reception. Please ask us.
hotel. Please take care to wash your hands
frequently.
IF YOU FEEL UNWELL
Please contact reception (ALLAFE Officer) from
your room and we’ll advise you on what to do.
We’re trained to help you.

9.
GUIDELIN ES FOR PHOTOGRAPHIN G FOOD
TAKE CARE WHEN PHOTOGRAPHING FOOD & KITCHENS TO

COMMUNICATE AN IMAGE OF ABSOLUTE HYGIENE & COMPLIANCE
WITH COVID-19 REGULATIONS
⌐ Staff hygiene: wearing masks, gloves, hair tied

back, kitchen uniform, disposable aprons &
long-sleeved kitchen vest
⌐ Appropriate distance: ensure 1m minimum

between people in kitchen
⌐ Totally clean surfaces & equipment: kitchen

should look pristine
⌐ No images of people touching or tasting food

10
Engineering & Maintenance

8.
ENGINEERING & MAINTENANCE
⌐ Increase outdoor air ventilation (disable demand- ⌐ Increase/adapt maintenance on AHU’s and
controlled ventilation and open outdoor air dampers to guestroom fan-coils due to the increased cycles. High
100% as indoor and outdoor conditions permit) Increase performance filters will get clogged quickly, therefore
air exchange rate and keep systems running longer hours the units will trip on high static pressure
(24/7 if possible)
⌐ Compulsory use of PPEs when replacing filters or
⌐ Maintain public and high-density risk areas at negative servicing the HVAC equipment, especially the units
pressure if achievable. Provide 100% exhaust of public that re-circulate air from public spaces. Keeping in
areas mind that high performance filters will collect more
pathogens, therefore it is required to handle it as
⌐ Bypass energy recovery ventilation systems that leak hazardous waste
potentially contaminated exhaust air back into the outdoor
air supply ⌐ Energy and Maintenance cost may go up slightly
because of the preventive measures therefore
⌐ Maintain humidity between RH 40-60% to create budget accordingly
unfavorable survival condition for microorganisms and to
improve human resistance against respiratory infections ⌐ Water Safety protocols must reinforced due to the
hotel reopening and low occupancy to avoid
⌐ Improve central air, Guestrooms AC and other HVAC legionella occurrences
filtration to MERV-13, HEPA 13+ or the highest level
achievable ⌐ Increased sanitizing of ice machines in F&B & bars,
and guest floors as these will be handled by staff &
⌐ Add portable room air cleaners with HEPA or high-MERV guests more frequently
filters with due consideration to the clean air delivery rate

THANKS
Many thanks to all those hotels that have generously shared

their ideas, best practices, and experience.
This document first took form in France within Marc Serarols’
team and was then enriched by Accor’s Consumer & Market
Insights team and operation teams around the world.
Many thanks to the Global Cleanliness Coordination Council

who have worked on sharing their views and working out
commonalities.
We would also like to take this opportunity to thank our
external partners with whom we have been working to raise
the bar of our hygiene protocols, namely Diversey & EcoLab,
including our overall protocol with Bureau Veritas.
Finally, thank you to Studio 66 for managing production and

giving these guidelines their inspiring look & feel.

ICON LIBRARY (1/2)
60-90° 1.5m
1.5m
1m

ICON LIBRARY (2/2)

HOTEL ENTRANCE
KEY HIGH TOUCH POINTS
Dashboard
Wheel
Speed knob
Car seats and armrest
Door handles
(car interior and exterior,
main entrance)

FRON T DESK PROCEDURES
AT A GLANCE

AFTER EACH USE
⌐ Counter - wiped after every client
⌐ Payment terminals, keyboards, tablet,
pens disinfected after every client
⌐ Staff not to share pens
⌐ Staff wash hands after each client
KEYCARDS
⌐ Disinfected before &
after use
⌐ Dropped into box on
check-out
PAYMENT
⌐ Receptacle used to receive cash
⌐ Payment terminals disinfected
between guests
credit cards
ORGANISE SPACE
⌐ Floor markings or any alternative visible distancing system,
e.g. easels, leaving 1m min. between clients
⌐ 1m min. between staff
⌐ Handgel on counter

FRON T DESK PROCEDURES
AT A GLANCE
FRONT DESK PROCEDURES*

AFTER EACH USE ORGANISE SPACE
⌐ Counter - wiped after each guest ⌐ Floor markings or any alternative

⌐ Payment terminals, keyboards, visible distancing system, e.g.
tablets, easels, leaving 1m min. between
pens disinfected after each guest guests
interaction ⌐ 1m min. between staff members
⌐ Staff not to share pens ⌐ Hand gel on counter
⌐ Staff to wash hands after each ⌐ Plexiglas barrier
guest
KEYCARDS PAYMENT
⌐ Disinfected before & after use ⌐ Receptacle used to receive cash

⌐ Dropped into box on check-out ⌐ Payment terminals disinfected
between guests
credit cards
* Welcome in mobility details later on in this section
DOOR HANDLES DISPENSERS TABLE & COUNTER TOPS TELEPHONE

(LOADED, IN GOOD ORDER, CLEAN)
SWITCHES ARMRESTS
WATER FOUNTAIN

6.
RESTAURANT & BAR
1. SEATING AREA
Tables, chairs & booths
Highchairs & booster seats
Condiments (salt & pepper shakers, bill holders)
Menus
2. BAR AREA
Bar counter
Food & drink preparation surfaces
Drink gun nozzles and handles
Beverage machines (mixers, coffee machines)
Food contact items: glassware, pourers, tools
3. FOOD PREPARATION FRONT OF HOUSE

Beverage station
Countertops
Order kiosks
Food contact items: cutlery, crockery & utensils
4. GENERAL HIGH TOUCH AREA

Switches & temperature controls
Doorknobs & pushplates
Cupboard & drawer handles, handrailings
Bins & other waste receptacles
Cash registers & payment terminals

RESTAURANT & BAR
Sneeze guards Switches
All handles
Chair
(not only doors)
Dispensers
Table and
(loaded, in good
counter tops
order, clean)
Trays Menu cards
Condiment Cashier/credit
dispensary card machine

5.
ROOM CLEANING
HIGH TOUCH AREAS
1. BEDLINEN
3. HARD SURFACES
out
10
Wall lights, lamp switches, temperature
control panels & thermostat
Hairdryer, soap dispenser & others
Sink, taps, showerhead, toilet flush, splash wall, toilet
brush & others
8. WARDROBE ITEMS
Iron, hangers
9. HANDLES, DOORKNOBS, LATCHES &

PEEPHOLE
10.EXTERIOR OF COFFEE MACHINES & ROOM

ACCESSORIES (KETTLE)

ROOM CLEANING
HIGH TOUCH AREAS
1. BEDLINEN
3. HARD SURFACES
out

3 Wall lights, lamp switches, temperature
9 control panels & thermostat
10 2
8 Hairdryer, soap dispenser, hair dryer & others
7 1 4
Sink, taps, showerhead, toilet flush, splash
wall, toilet brush & others

8. WARDROBE ITEMS
6 5
Iron, hangers
9. HANDLES, DOORKNOBS, HANDRAILS, LATCHES

& PEEPHOLE
10. EXTERIOR OF COFFEE MACHINES & ROOM

ACCESSORIES (KETTLE)

KITCHEN
Door handles
Switches
Dispensers (loaded, in good order, clean)
Food contact surfaces
Hand contact areas
Taps
Utensils

PUBLIC WASHROOMS
Door handles
Hand contact area:

Paper dispenser
Soap dispensers
Switches
Toilet seat, flush, splash wall
Trash bin
Water taps

CONFERENCE / MEETING ROOM
Desks, table tops, flip chart
Door handles
Meeting room accessories

Coffee machines, kettle etc.
Telephone
Remote control
Switches

POOL AREA
Long chair
Pool ladder
Shower head and button
Sunshades
Tables
Towel shelves/storage

LUGGAGE SERVICE
Counter top
Desk
Door handle
Hand contact areas:

Keyboard, printers key board…
Luggage carrier
Telephone
Shelves

LAUNDRY
All handles (not only doors)
Switches
Shelves
Tables top
Linen cart
Washing machine
window and top
Dispensers

STAFF FACILITIES
Chairs and
benches Telephone
All handles
(not only doors) Switches
Desk Tables
Toilet seat,
Food contact
flush, splash
surfaces
wall
Hand contact
areas: Keyboard, Trash bin
printers…
Dispensers
(loaded, in good Water taps
order, clean)

LEISURE AREA
All handles
(not only doors) Washrooms
Machine handles
Switches
and seats
Dispensers
(loaded, in good Trash bin
order, clean)
Water fountain Lockers
Water taps
Sauna & hammam
and sink

EXECUTIVE LOUNGE
Armchairs
armrest Switches
Coffee machine Table tops
Furniture
Telephone
handles
Lamp toggle Food contact

switch surfaces
Hand contact
Counter top
area: keyboard

KIDS CLUB
All handles
(not only doors) Playground
Table tops Toys
Switches Mattress
Hand contact
Seatings
areas
Floor stand


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GUEST WELCOME

Version 1.1 / May 13th 2020

GUEST WELCOME SANITARY GUIDELINES POST COVID-19

The aim of this protocol is to provide guidelines for

It is the hotel’s responsibility to assess the situation and

Legislation and instructions issued by local health authorities

This document is intended strictly for internal use only. The

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 2

Welcoming, safeguarding and taking care of others is at the

Accor has now established some of the most stringent

We showed great solidarity & emotion, when closing our

a set of common standards and inspire best practices to

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 3

Please remember that while

This is an occasion to stand out

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 4

GUEST WELCOME SANITARY GUIDELINES POST COVID-19

GUEST WELCOME SANITARY GUIDELINES POST COVID-19

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 7

HEARTISTS: CARE & TRAIN HOTEL: ALLSAFE PROCEDURES

⌐ ALLSAFE Officer 24/7

⌐ Heartists regular health checks conducted

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 8

STAFF HYGIENE GUESTS HYGIENE

⌐ Provide guests with gel, mask, wipes

⌐ To welcome & inform guests with ⌐ Follow new cleaning protocols

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 9

Confident, friendly communication Go beyond expectations by bringing

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 10

WELCOME BACK WELCOME BACK FRONT OFFICE

* Work in progress with Bureau Veritas: details

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 11

⌐ New cleaning processes ⌐ Breakfast: Recommended continental ⌐ Maintain temporary closure

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 12

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 13

REMEMBER, EVEN IF YOU

SOURCE: FRENCH MINISTRY OF EMPLOYMENT

Touching your face with your hands or a contaminated object:

SOURCE: FRENCH MINISTRY OF EMPLOYMENT

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 14

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 15

WHEN SHOULD I WASH MY HANDS?

⌐ After blowing nose, coughing or sneezing

⌐ After using the restroom

⌐ After contact with animals or pets

⌐ Before and after cleaning and disinfection

3. WASH 4. RINSE ⌐ After contact with high touch surfaces in the

⌐ After removing Personal Protection Equipment

⌐ Before and after providing routine care for a

5. DRY 6. TURN OFF WATER ⌐ Frequently

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 16

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 17

1. Wear it with the 2. Ensure it covers

GUEST WELCOME PROTOCOL POST COVID-19 18

PREPARE EMERGENCY INFORMATION HOW TO DEAL WITH A SUSPECTED CASE?

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 19

RECEPTION MUST BE EQUIPPED WITH A MEDICAL

⌐ Disinfectant / wet wipes for cleaning surfaces

⌐ Face masks / eye protection (separate or

⌐ Protective apron (disposable)

⌐ Full length, long sleeved pinafore / overall

⌐ Disposable biological waste bag

GUEST WELCOME SANITARY GUIDELINES POST COVID-19 20