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GENERAL GUIDELINES FOR ALL PERSONNEL 1. Personnel who use lockers anywhere in the hotel, must clean the surface of their personal items (bags, backpacks, umbrellas, caps, etc.) in the sanitation station at the entrance, using paper towels disposable and disinfectant every day before entering. The same applies to people who carry belongings to their work areas. 2. Personnel must not be crowded in the locker area or sanitation station, and they must speed up what is necessary and practice distancing. 3. At the hotel entrance, you should go to the sanitation post to: a. Wash your hands with soap and then apply alcohol gel. b. Sanitize the soles of shoes on the carpet. 4. Go to mark the fingerprint or numerical key with your sanitized hands and leave the security booth immediately. 5. Only security personnel are allowed in the entrance gate. If other collaborators are leaving they should leave immediately and if they are entering they should go to their work area. 6. The plastic mask is for EXCLUSIVELY PERSONAL use and must be disinfected at the entrance and exit of each shift. 7. The masks are disposable and for personal use, must be used correctly: a. Wash your hands before taking the mask to put it on. b. Cover your mouth and nose at all times with the mask on. c. It should be replaced with a new one when it feels wet or dirty. d. Remove it from the face and put it in the garbage can, wash your hands afterwards. 8. Gloves must have an appropriate way to put them on, take them off and dispose of them. to. Collaborator must wear gloves of the correct size. b. Put them on with clean hands, you must do the correct hand washing. c. You should not touch your face with gloves on. d. To remove them, first remove one and turn it over. So that it is inside out, so that the internal part is used to grab the other glove and remove it. and. Throw it away immediately and wash your hands. 9. Try to maintain a distance of 2 meters between all coworkers and clients. 10. There should be no physical contact between colleagues or towards clients (handshake, hug or kiss); as well as avoiding sharing articles without sanitizing. 11. Avoid touching your eyes, nose and mouth. 12. Immediately inform the manager if the employee, family or people with whom he has been in contact have symptoms of COVID-19 (fever, cough, loss of taste or smell, etc.) 13. The use of cell phones is prohibited for all personnel, with the exception of the department heads who must commit to a constant sanitation of said devices. 14. Stay home when you feel sick with COVID related symptoms. 15. Cover up when you cough or sneeze with a disposable tissue, then throw it away or use the sneeze or cough protocol on your arm if you don't have disposable tissues. 16. Clean and disinfect frequently touched objects and surfaces with a disinfectant spray, rubbing alcohol and cleaning towels. 17. Wash your hands often with soap and water for at least 20 seconds, especially after using the bathroom, before and after eating, and after blowing your nose, coughing, or sneezing. 18. All the headquarters shall supervise the due compliance with the protocols in all areas. DINING AREAS • Each department head must adjust schedules to take turns to staff in their feeding hours so as to reduce the length of stay and proximity of collaborators in the dining rooms. • Frequent cleaning and disinfection of the collaborators' dining areas, rest area and other areas of common use. • Place the signs of the Ministry of Health in these areas. PROTOCOL COVID-19 HOUSEKEEPING DEPARTMENT MAY 2020 CLEANING GUIDELINES IN PUBLIC ROOMS AND AREAS MAINTENANCE AND LAUNDRY STAFF • Cleaning carts should, as far as possible, be assigned to each individual member of the team and disinfected before use them every day. • Cleaning staff should wear latex gloves at all times during cleaning and wear a new pair for each room to avoid cross contamination. • Master keys must be disinfected daily. • Disinfect the cleaning elements daily: brooms, hooks and the cleaning products container. EQUIPMENT Gloves, hair cap, PVC apron, safety glasses and face mask. OZONE MACHINE Each hotel property of the Hamilton Leisure Group has an ozone cannon from the company ASP Asepsia, which is a European company authorized since 2017 by the European Union Regulation of Biocidal Products (BPR) ) to market products and services for application, treatment and disinfection with ozone. ASP Asepsia is a member of the EuOTA (The European Ozone Trade Association). ASP guarantees quality, safety and efficacy of the product in the application in closed spaces such as rooms, where the barrel is placed to work for 5 minutes to proceed to purify all the air in the area thanks to the active ingredients it combines, completely disinfecting the environment . https://echa.europa.eu/en/regulations/biocidal-products-regulation/product-types https://echa.europa.eu/documents/10162/27434452/art_95_list_en.pdf/c752c5ae-358c-e84b-652a -fb98106dfe8e CLEANING OF EXIT ROOMS • Start by disinfecting the key at the main entrance. • Disinfect the room with ozone. • Pick up dirty targets. • Remove garbage and ventilate rooms. • Spray alkaline disinfectant on all surfaces of the bathroom (walls, sinks, toilets, shelves) and leave it to act for a few minutes. • Flashing and sweeping the room. • Wash, disinfect and dry: coffee maker, glasses and cups (with dishwasher soap and scratch-free sponge). • Wash, disinfect, and dry: sinks, dryers, and amenity containers. • Clean walls, shelves, toilet paper holders and cloths. • Wash, disinfect and dry: walls, floor, bathroom faucets (alkaline disinfectant) • Wash and disinfect the sanitary service (alkaline disinfectant). • Clean glass (glass cleaner). • Clean and disinfect furniture, controls, radio, telephone, lamps, outlets, switches, keys, written information (neutral disinfectant). • Clean floor with neutral disinfectant. • The bathroom is equipped (toilet paper, kleenex, cloths, hand soap, shampoo, conditioner, body soap and body cream). • To make sure guests do not leave their personal belongings, check under beds, inside all drawers, closets, at the back of the bathroom door and inside the bathroom cabinets. • Items left by guests should be placed in a bag and labeled with the date it was found, the room number, and the name of the customer in charge of the room. In addition to being turned over to management to register and store in the lost and found closet. • Remove the waste and articles that the customer has left as “garbage”, according to its category, for the proper classification of waste according to the company's sustainable practices. • Test all lighting bulbs in the room, replace damaged ones, and report possible repairs to maintenance. • Make sure all standard room amenities are provided. • Arrange the curtains. • Clean the dust inside the closet and the exterior of the safe in it, making sure that the list and the corresponding laundry bag remain. • As a last step, when leaving the room, place the sanitized room WARRANTY SEAL sticker on the outside of the door. BATHROOM CLEANING Bathrooms should be kept clean and sanitized at all times. Humidity and unsanitary conditions can make them a breeding ground for infectious microorganisms. Please note: • The toilet bowl should glow without any signs of staining: pour small amounts of the disinfectant and clean the inside of the bowl. • Wipe the outside of the bowl with a clean, disinfected cloth. • Disinfect the toilet seat and make sure it is not loose. Notify maintenance if repair is required. • Showers, sinks must be cleaned and dried with a disinfected cloth. All chrome must be polished. • Check and dry in the bathroom to remove any accumulation of soap, hair and / or stains. • Clean and polish mirrors, vanity top, and bottom edge of sink. • Sanitize machines, soaps and dispensers, door surfaces and handles. • Organize clean towels, cloths, rugs, and soap. MAKING THE BED • Raise and shake all sheets to make sure guests have not left any items. • Lay the clean, wrinkle-free pillow on the mattress. • Spread the fitted sheet over the pillow and smooth, tucking both sides under the mattress. Let the bottom hang free on the foot of the bed. • Never tuck the top sheet under the mattress on the sides, as the bottom sheet will come loose when the guest pulls the top sheet and blanket down. • Replace the pillowcases; Lay the pillow on the bed with the ends open to the outside. • Cover the bed with a clean, wrinkle-free quilt or comforter and lay it around the bed evenly. • It is suggested to change all the bedding every three days in the case of long stays of the same client. However, to take care of the environment, the guest can place the poster with the corresponding indication to keep or change their sheets and cloths. CLEANING OCCUPIED ROOMS • Start by disinfecting the key at the main entrance. • Pick up dirty targets. • Remove garbage and ventilate rooms. • Spray disinfectant products (alkaline) on all surfaces of the bathroom (walls, sinks, toilets, shelves) and leave it to act for a few minutes. • Sweep the room. • Wash, disinfect and dry: Coffe maker, glasses, cups (with action, bold zero stripes). • Wash, disinfect and dry: sinks, dryers, packaging of amenities. • Clean walls, shelves, toilet holders, cloth holders. • Wash, disinfect and dry: walls, floor, bathroom faucets (alkaline disinfectant) • Wash and disinfect the sanitary service (alkaline disinfectant). • Clean and disinfect furniture, controls, radio, telephone, lamps, outlets, switches, keys, written information (neutral disinfectant). • Clean floor with neutral disinfectant. • Beds are dressed. • The bathroom is equipped (toilet paper, kleenex, cloths, hand soap, shampoo, conditioner, body soap, body cream). ONE LAST LOOK • After completing the room, position yourself from the front door and take a good look from the guest's perspective of what the room is and how the room is. • Correct any discrepancies. • Disinfect the internal and external lock. • Deodorize and close the room. FINAL INSPECTION All rooms must be inspected by the Housekeeper or the Manager before the occupancy of the guests. At the end of the room cleaning day it is important to: • Clean and disinfect all cleaning elements, including the cart, vacuum cleaner, bucket and broom. • Discard all disposable personal protection material in bags identified as biohazard material. • Collect all the laundry material with extreme caution and deposit it in an open place awaiting its collection. PUBLIC AREAS STRENGTHENING HYGIENE MEASURES IN AREAS OF COMMON USE: • Check the operation and filling of liquid soap, alcohol gel and disposable towels dispensers daily in all bathrooms, disinfection sinks (security booth, restaurant exterior and reception ). • Disinfect seats, toilet seats, tables, sinks, areas, locks, handrails, umbrellas, counters, etc. They are commonly touched by guests and staff in the hotel's public areas at least 3 times per work shift. • Cleaning staff must inform Management or Reception of any relevant incident, including potential ill clients at the facilities. This information should be treated with absolute discretion. • No more than one miscellany should be kept at the same time in the cleaning supplies warehouses of the reception building and pool bathrooms. It should not be a meeting place given that due to its size it does not allow due physical distance. PROTOCOL COVID-19 COOKING DEPARTMENT MAY 2020 SPECIFIC PROTOCOLS FOR KITCHEN EQUIPMENT: Covers mouths • Cleaning and disinfection of facilities is carried out according to hygiene and cleaning protocols established by the Ministry of Health. • Food production is made following hygienic procedures that guarantee the prevention of any contamination. • Deep disinfection of utensils. • All collaborators have the information, training and tools necessary to do their job in a hygienic manner, complying with the food safety policy and procedures. • Hand washing is performed every 15 minutes according to the timer installed in the kitchen. • Disinfection of dishes is carried out at more than 80 ° C. • Food preparation is carried out at a minimum of 70 ° C (meats at ¾ or more) • The cold chain is maintained and food preservation is protected at all times with plastic and labels . • The cleaning and disinfection of surfaces or objects that are manipulated by several people such as locks, handles, switches, telephone, knobs, etc. is reinforced. GUIDELINES FOR RECEPTIONISTS Equipment: gloves and plastic mask Client registration protocol: • Verbal greeting and welcome to the client, they are asked to wash their hands and disinfect their shoes on the sanitizing mat before reaching the counter. • The series of hygiene measures that you will find during your stay are explained briefly and generally. • Possible distance is maintained and physical contact is avoided as much as possible. • Registration is performed without the client having to touch documents, so the receptionist is responsible for asking for the data and writing the information himself. • Pens, pencils, scissors and other implements shared by receptionists must be disinfected constantly. • If the client wishes to open credit, the number of the card they wish to use as a guarantee is recorded on the registration card. • The room key is delivered disinfected in the wooden box. • At the client's exit, they are asked to disinfect the faucet with the alcohol gel available in the Reception dispenser. • Pool towels are moved to the rooms to reduce contact from people other than the client. • The 3 ways of viewing the restaurant's menu are exposed, recommending the option of sending the menu by WhatsApp or mail to your phone. DURING THE SHIFT • Be aware of the disinfection of the Reception desk after each check in or check out. • Frequently sanitize implements or work equipment in the area. • Be aware that the reception disinfection station always has the proper products (soap, alcohol gel and disposable towels). • Avoid crowding of people at the counter, using the tables on the sides of the Reception as auxiliaries for some possible procedures and always maintaining proper physical distance. BILLING AND COLLECTION • Provide only invoices via email to avoid paper manipulation. • Customer signature is not required on vouchers. • Dataphone is enabled for payments without the receptionist having to touch the card. PROTOCOL COVID-19 RESTAURANT & EVENTS DEPARTMENT MAY 2020 GUIDELINES FOR SALONERS, CASHIER AND BARTENDERS EQUIPMENT Use of gloves and plastic mask GENERAL PROCEDURES OF RESTAURANT PERSONNEL • Hand washing and disinfection of shoes must be carried out on the sanitizing mat before entering the restaurant . • A sign is placed at the 3 entrances of the restaurant with the indication to sanitize shoes and hands before entering. • Complete assembly on tables is eliminated, placing individual and cutlery wrapped in cloth napkin in the presence of the client. • A restaurant collaborator must always receive the client (host style) to place them at the appropriate table, explain the protocols for their attention and perform sanitation of the table before seating them. • Collaborator quickly sanitizes the table surface and the back of the chairs in the presence of the client. • A distance of 1.80 m is maintained between tables. • In the case of guests, the table with the client's name is reserved to be used only by him during the entire stay. • Capacity of restaurant people is reduced. • In groups of clients, chairs are spaced between tables or they are placed at different nearby tables. • An area is assigned for families with children. • Salon workers take care of clients and take orders with masks on and at an adequate distance from the client. • Waiters transport drinks and food with gloves and a mask. • The customer is offered 3 ways to see the menu: a) Send by PDF to their cell phone by WhatsApp or email. b) QR code available for customers with application on their cell phone. c) Disinfected printed letter in front of the client. • The polishing of dishes, glassware and cutlery with alcohol is reinforced. • Snack cards, cocktails, children's food, etc. are cleaned daily. • Bartenders work with plastic masks and pick up dirty glassware with gloves. • Wireless dataphones are enabled for table collection without touching the customer's card. • Disinfection box for pens and cash is available. • Cashier constantly disinfects wooden account holders. BUFFET SERVICES • The “self service” style is eliminated in buffets, so kitchen collaborators must attend to the buffet lines in both hot and cold seasons to avoid customer contact with exposed utensils or food. • The collaborator serving buffet will always wear branding and gloves. • Food must be protected by acrylic sheets or glass that does not allow contamination of the client on the buffet food. • Restaurant staff must check that there are no crowds of people lining up for the buffet and that those that respect the distance indicated by the floor stickers. • Clean and disinfect surfaces and utensils frequently. EVENT ROOMS • Sanitizing shoe mat is placed at the door of each event. • Alcohol gel dispensers are installed at the entrance of each room. • Distance between chairs and tables is carried out in the classrooms. • The capacity of people per room is reduced. • Water, coffee, soft drinks and snacks are served to each event participant, to avoid the manipulation of the pitcher by several people. • Buffets are held under the same security measures as the restaurant. • Floor stickers are placed in bathrooms, indicating the distance recommended by the health authorities. • Chair disinfection is carried out before the start of each event. • The commitment to external service providers at events (audio, musicians, decoration, etc.) is requested to comply with the following sanitary measures: o Disinfection of hands and shoes. o Cleaning the surfaces of your equipment. o Do not enter the hotel if any of your team, family or close friends have symptoms related to Covid-19. PROTOCOL COVID-19 SECURITY DEPARTMENT MAY 2020 SECURITY OFFICERS Equipment: Latex gloves and plastic mask Protocol: 1. Each security collaborator must disinfect work tools AT THE BEGINNING AND AT THE END OF THEIR SHIFT and not share them with other people during your day (marker clock, communication radio, entry phone, small metal box, spotlight, logbook, pens, access pen holder, etc.) and wash your hands at the end of this sanitization. 2. Upon the arrival of clients or suppliers, verbally welcome the visitor from a safe distance and without touching the vehicle or people. Always with the plastic mask on. 3. If you need to receive any item or package, sign or give to sign a document or any other exchange of objects between people, you must disinfect the surface of the items received and wash your hands afterwards. 4. People who enter as club members, suppliers and visits to offices that do NOT generally go through a restaurant or reception and who are not guests, should apply alcohol gel to their hands. This application must be fast and at an appropriate distance from the vehicle, without touching the visitor and politely communicating the disinfection requirement to enter. 5. Inform where the departments or services that the client requests are kept maintaining the distance of two meters. 6. Explain to the visitor that in the Restaurant and Reception the hotel has a sink for hand washing and sanitizing rugs for shoes for their safety. 7. In the case of the staff, make sure that the collaborator follows the sanitary measures of entry and leave the house when the staff is going to mark on the clock. 8. Immediately report any eventuality or inconvenience that may arise, regarding collaborators not doing the procedures correctly. 9. In each security shift, sanitize the exterior of the lockers with disinfectant and disposable paper towels, using the necessary personal protective equipment and washing their hands afterwards. 10. In vehicle washing, use the necessary personal protective equipment. Especially for cleaning the interior and handling personal objects in the vehicle, so that seats and other surfaces inside the car are disinfected. SUPPLIER RECEPTION • The provider must wash their hands or disinfect with gel alcohol upon entering the establishment, as established in the guidelines of the Ministry of Health. • Carry the minimum of personal items (pens, calculators, tables, etc.) that can facilitate infection by contact. • Do not place the cell phone or other device on hotel surfaces, especially work tables, desks or in direct contact with food. • A physical distance of at least 1.80 meters must be maintained between visiting providers and hotel collaborators. • Stay only as long and in the place necessary for management in the establishment. • Deliveries of products must be made in the assigned area. • Hotel staff should clean and disinfect the product reception area frequently. • Suppliers are not authorized to enter food handling areas outside their service. PROTOCOL COVID-19 DEPARTMENT OF GENERAL MAINTENANCE (INCLUDES GREEN AREAS, WOOD AND PAINTING WORKSHOP) MAY 2020 MAINTENANCE STAFF Equipment: Use of gloves, plastic face shield and mouth covers. GENERAL GUIDELINES • Use an inventory of disinfected tools from the beginning of your shift, including communication radio. • Avoid sharing tools or equipment without disinfecting with other collaborators. • Avoid entering other areas unless it is strictly necessary. • Comply with the sanitary measures of each area where a service is entered. TROUBLESHOOTING IN ROOMS • Disinfect tools before entering and leaving each room. • Disinfect footwear after entering a room. • Work with gloves and a mask in a newly unoccupied room (not yet cleaned) or with hosted clients. • Disinfect the surfaces of the area to be inspected or repaired. • Carry out A / C filter washing at each guest exit.
