Post -COVID Protocols for Accommodation Units

May 2020

Ministry of Tourism

Government of India

Contents

 

1.	Purpose of the Protocol.........................................................................................................................		2
2.	Safety and hygiene Protocol..................................................................................................................		2
	2.1.	Staff and Guest awareness..........................................................................................................	2
	2.3.	Special Recommendations..........................................................................................................	3
	2.5.	Check-in Protocol for guests........................................................................................................	4
	2.6.	Room allocation process and in-room provisions.......................................................................	4
	2.7.	Room service...............................................................................................................................	4
	2.8.	Room & common area cleaning..................................................................................................	5
	2.9.	Food Service.................................................................................................................................	6
	2.10.	Checkout Protocol.......................................................................................................................	7
	2.11.	Linen count, allocation & cleaning SOP.......................................................................................	7
	2.12.	Staff & Guest training..................................................................................................................	7
	2.13.	Protocol for handling suspected & COVID positive guests..........................................................	7
	2.14.	During Check-in (if guest is sneezing or coughing)......................................................................	8
	2.15.	If Illness persists...........................................................................................................................	8
3.	Protocol for Repair and Maintenance...................................................................................................		8
4.	Do’s and Don’ts for the guest................................................................................................................		9
5.	Do’s and Don’ts for hotel staff...............................................................................................................		9
6.	Posters...................................................................................................................................................		9
7.	Protocol to have additional information about the guests.................................................................		10

 

Page 1 of 12

 

Post COVID-19 Protocols for Accommodation Units

 

1. Purpose of the Protocol

 

Given the current COVID outbreak in India, it is important that we modify our daily operations and restrict any further transmission of the virus at the hotel.

 

The new Protocol aims to minimize all possible touch points between a Staff and Guest while at the hotel. This policy is developed with the view of Government's guidelines of maintaining Social Distancing at all times by multiple preventive actions and safety measures in addition to making hotels aware about how to operate & manage running operation during current situation

 

It also endeavors to make the traceability of the guests easier, in case a situation in future warrants so.

 

2. Safety and hygiene Protocol

 

2.1.        Staff and Guest awareness

 

Managements are advised to put awareness posters, guest Do’s and don’ts posters inside the rooms, maintain self-hygiene etc.

 

2.2.        Availability of COVID related amenities

 

Below mentioned amenities must be available at the property apart from regular hotel amenities

 

Must Have	Good to have
Hand Sanitizers	Gowns/Aprons
Masks	Personal protective equipment (PPE)
Garbage Bags
Chemicals for Deep cleaning
Thermal Gun
Hand gloves

 

 

 

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2.3.        Special Recommendations

 

Property staffs to have ArogyaSetu app for survey & same will be followed for guests during check in.

 

2.4.        General Guidelines

 

Following general guidelines must be observed by all concerned:

 

(i).     All hotel staff including security guards must wear masks and single use gloves mandatorily while performing their duties at the property.

 

(ii).    A safe distance of at least 2m (6 feet) should always be maintained while at the property. All staff and guests should follow this mandatorily.

 

(iii).   2 m distance markings at the reception area should be done for guests to stand during check in process.

 

(iv).   To ensure that all hotel personnel use masks, hand gloves and sanitizers while doing daily activities, they need to be properly trained. Ground ops/ team to train the staff on this.

 

(v).     A well informed and trained security person and a 24x7 security guard to keep check at the main entrance gate of the area should be available (wherever applicable).

 

(vi).    Visitors to the hotels should not be allowed.

 

(vii). CCTV cameras must be fully functional.

 

(viii). All touch points (like door knobs, switches, door handles, safety latches and taps etc) must be cleaned regularly with surface cleaner i.e. R2, Detergent water, Lizol. It is advised to use Sodium Hypochlorite 1%/solution having at least 70% alcohol should be used to clean these touch points

 

(ix).   Daily Temperature to be checked with a thermal gun thermometer for all staff members and every guest.

 

(x).    Common area cleaning checklist should be displayed at the reception and rooms cleaning checklist should be displayed inside the room on the back of the door.

 

(xi).   In case there is any event happening at the hotel, table and seating arrangement should be done following social distancing norms

 

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2.5.        Check-in Protocol for guests

 

(i).     Guests must be requested to maintain a queue with 2 m (6 ft) distance between them. Standing space signs will be placed on the floor to maintain social distancing.

 

(ii).    Rooms should be kept ready as soon as possible to avoid any crowd at the reception and maintain minimum contact with the guest.

 

(iii).   Details of the guest (Travel history, medical condition etc) along with ID and Self declaration form must be provided by the guest at the reception (for now)

 

(iv).   ArogyaSetu app survey will be recommended to all guests. (E-pass preferably use once info released by GoI)

 

(v).    Interaction at reception with guests should be avoided as much as possible.

 

(vi).   Hand Sanitizers must be kept at the reception for guests to use. Guests to sanitize hands before & after filling relevant forms including A&D register.

 

(vii).   Proper records of any symptom such as cough/cold/fever should be maintained

 

(viii).   Self-reporting forms must be filled for International guests and A&D register must be thoroughly maintained.

 

(ix).    Guests should be briefed about the do’s & don’ts while at the hotel.

 

2.6.        Room allocation process and in-room provisions

 

(i).     Toiletries should be kept in the room 1 Kit per day

 

(ii).    In case of consumables replenishment, guests should inform the property manager/GRE.

 

(iii).   Reception no., PM’s mobile no & other important contact details must be available in the room.

 

2.7.      Room service

 

(i).     Communication B/W guests and in-house Ops should be strictly through intercom or mobile phone.

 

(ii).    Any items required (Water bottle/Toiletries/Medicine/Linen) should be given to guests while maintaining 1m distance & trays must be used to avoid hand contact.

 

Page 4 of 12

 

 

(iii).   Staff should be trained again for troubleshooting normal issues like TV remote issues, geysers etc so that they can inform guests & solve accordingly on call.

 

2.8.        Room & common area cleaning

 

(i).     Guest recommendations will be taken for cleaning. Daily cleaning with an option for the guest to opt out.

 

(ii).     Linen should be changed as per the request by the existing guest.

 

(iii).   In case deep or normal cleaning, housekeeping staff must wear masks before entering the room and during the cleaning process, guests should stay in the lobby near the room without touching anything.

 

(iv).   In case of room cleaning after checkout, process outlined should be used

 

(v).    Housekeeping Staff must wear masks or PPE (wherever applicable) while clean/deep cleaning the room.

 

(vi).   Staff must sanitize their hands or wash their hands with soap before & after the cleaning process.

 

Area/Item	Item/Equipment	Frequency	Method/procedure
General	R2/Detergent &	Twice a day	• Scrub floors with hot water
Cleaning	Warm		& detergent using minimal
	Water, Disinfectant		water
			• Clean with plain water
			• Allow to dry & MOP with
			disinfectant
Lockers, Table	Damp Duster with	Daily	• Damp dust with regular
Cupboard	disinfectant		disinfectants
, Wardrobes
Railings	Detergent/Sanitizer	Twice a day	• Damp dust with warm water
	-hot water ,		& detergent followed by
	Disinfectant		disinfection
Mirrors	Warm	Daily	• Using warm water & a small
&Glass	water/Detergent		quantity of detergent &
			Page 5 of 12

 

			water/Cleaning		using a damp cloth, wipe over
			solution damp		the mirror , then using dry
			cloth wiper		cloth buff the mirror & glass
					to a clean dry finish
	Furniture &		Disinfectant, Duster	Daily	• Using disinfectant damp dust
	Fittings				furniture
					& fittings, including chairs, stools, beds, tables etc.
	Light		Disinfectant, Duster	Daily	• Light switches to be cleaned
	Switches/ Over bed				of dust, spots& finger
	lights				marks, clean with a damp
					clothes
					• Over bed lighting to be damp
					dusted, clean with damp
					cloth
	Toilet		R1/Soap	Whenever	• Inside Of toilet
	Pot/Commo		powder, Long	required	pot/commode
	de		handle angular		• Scrub with the R1/soap
			brush		powder & angular brush
					• Clean with R1/soap powder
					& scrubber
	Toilet Floor		R1/Soap	Whenever	• Scrub with soap powder &
	/Sink		powder, scrubbing	required	the scrubbing brush
			brush		• Wash with water
	Taps &		Warm	Whenever	• Wipe over taps & fittings
	Fittings/		water,	required	with a damp cloth &
	Shower area		Detergent powder, Nylon		detergent
			scrubber		• Care should be taken to
					clean the underside of taps &
					fittings
2.9.   Food Service
	(i).   Food must continue to be prepared inside the hotel kitchen wherever the hotel has
	A kitchen.
					Page 6 of 12

 

 

(ii).    In case the kitchen is not present on the property, the owner should continue to get meal supplies from existing vendors.

 

(iii).   It is advised to use disposable cutlery at the hotel for all purposes and used disposable cutlery must be kept in garbage bags. In case of non-disposable cutlery, used plates and cutlery to be kept outside the room.

 

• Checkout Protocol

 

1. Guests should inform at the reception an hour before the check out.
2. Guests should only check out once he is confirmed by the reception.
3. Guests should be informed about the payment to be made in advance and the guests may be requested to make the payment via digital mode as much as possible.
4. Management to call the police station if it is a statutory requirement.
5. Post check Out rooms to be cleaned and clean linen and towel to be provided.
6. Linen must be changed after every checkout and for longer stays as per the request by the guest.

 

• Linen count, allocation & cleaning SOP

 

1. Sufficient linen to be mandatorily available at the property
2. Housekeeping staff should use masks and hand gloves while handling used linen and should be kept in a separate place.
3. Laundry services must continue in an existing manner.

 

• Staff & Guest training

 

1. All the staff including the security guard should be properly briefed about the processes and a drill regarding the same must be put in place.
2. Awareness and emergency posters must to be placed inside the rooms
3. Hub trainers/Ground team to train the hotel staff if needed.

 

• Protocol for handling suspected & COVID positive guests

 

Ministry of Health and Family Welfare: SOP For handling Suspected &Covid positive cases

 

• During Check-in (if guest is sneezing or coughing)

 

1. Do not deny Check-in
2. Maintain a safe distance of 6 feet from the guest.
3. Encourage guests to sanitize their hands/ wash hands with soap.
4. Offer medical assistance to the guest.
5. Keep a watch over the health condition of the guest (call him on the extension and check his well-being, offer medical assistance)
6. Deep clean the reception areas with a disinfectant

 

• If Illness persists

 

1. Room should be locked and the entire floor, reception and all common areas to be deep cleaned and fumigated
2. Linen and other items must be washed separately.
3. Call the Corona helpline number
4. In case suspected guests flee/ not traceable, inform the police immediately.

 

• Protocol for Repair and Maintenance

 

1. Rooms to be audited for Repair &Maintenance after checkout.
2. Staff should get on a video call with the guest to better understand the issue or assist the guest. In case it is not possible because of any reason (guest does not have Video phone or guest is not well enough) only then staff should go to room and check for the issue.
3. Maintenance personnel to wear hand gloves and masks while doing the services inside the room. Guests are advised to stay outside the room.

 

• Do’s and Don’ts for the guest

 

1. Do not step out of the room unnecessarily. Wear a mask whenever outside the room.
2. Clothes should not be washed inside the room.
3. In case a balcony is shared with another room, please be on the side of your room. Do not interact with the other rooms guests
4. No visitors should be allowed in the rooms
5. Doors should be kept closed and any contact with the door knobs should be avoided by staff
6. Kitchen and washing area entry must be prohibited for guests
7. Always keep a safe distance of at least 2 m (6feet) while you are at the property. (viii). Wash your hands frequently with the soaps/sanitizers provided
8. Put all disposable plates/cups/bottles after use in the garbage bag.

 

• Do’s and Don’ts for hotel staff

 

1. Hotel staff should follow restricted movement (only in cases of work) around rooms
2. Hotel staff are advised to maintain minimum 2 m (6 ft) distance with the guests and other staff members at all times
3. Hotel staff should sanitize/wash their hands regularly
4. Hotel staff should adhere to zero touch policy.
5. All hotel staff should wear masks all the time

 

• Posters

 

1. Emergency helpline numbers - At the reception
2. 2 m (6 feet - Reception & other strategic places
3. General Information - Reception
4. Hand Washing - Reception & Inside the room
5. Respiratory hygiene - Reception & Inside the room
6. Dos &Don’ts

 

• Protocol to have additional information about the guests

 

1. In some cases, experience has shown that it becomes essential to trace the location of  the guests even after their departure Hence, the accommodation units are advised to devise a new information system/format and keep the same in an easily accessible form to enable concerned authorities to trace the guests, if required in Future.

Details the format/information system must capture:

1. Date
2. Name
3. Age
4. Gender
5. Mob number
6. Email id
7. Nationality
8. Permanent address
9. Coming from (with details of destination and route)
10. Going to (with details of destination and route)
11. Mode of transportation while going back with details of flight/train
12. Arrival date and time
13. Departure date and time
14. Room no./ Floor no.
15. Signature
16. Purpose of the visit
17. Check out time
18. Valid ID proof
19. Logs of transaction
20. Travel history
21. Self-declaration form