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PANDEMIC OPERATIONAL EFFECTIVENESS GUIDE Updated May 14, 2020
PANDEMIC OPERATIONAL
EFFECTIVENESS GUIDE
Updated May 14, 2020
TABLE OF CONTENTS
FRONT DESK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4Hours and General Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Essential Traveler Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Denying Service to Symptomatic Guests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
PUBLIC SPACES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Social Distancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Public Restroom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Sundry Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Meeting Rooms, Business Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Fitness Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Swimming Pool/Spa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Interior Corridors/Stairwells . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Other Public Spaces (Ice/Vending, Guest Laundry) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Exterior Grounds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
FOOD AND BEVERAGE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Breakfast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Restaurant/Lounge/Main Dining Room/Lobby Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Room Service (if applicable) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
GUESTROOMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Stay Over Guestroom Social Distancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Stay Over Guestroom Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10Takeout Food and Deliveries for Guests or Hotel Staff .
Check out Cleaning Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
SUPPLIES OPERATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12HOTEL STAFF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12PREVENTATIVE MAINTENANCE (PM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Social Distancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
DESIGNATED HOTEL STAFF SPACES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14MAILROOM/LOADING DOCK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14HOTEL LAUNDRY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14GUEST TRANSPORTATION/VALET/PARKING SERVICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Social Distancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Safety and Cleanliness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
GUEST SUSPECTED OF HAVING OR CONFIRMED TO HAVE COVID-19 . . . . . . . . . . . . . . . . . . . . . . . 16TEMPORARY CLOSURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Temporary Closings – Night Audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
ADDITIONAL RESOURCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
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This document contains best practices to guide the operation of your hotel in a pandemic
environment . As research develops, this information will be updated accordingly . Please always
reference MyPortal for the most up-to-date COVID-19 information and resources . We
recommend that you follow all guidelines listed below unless they conflict with local laws and
local health department guidance while the pandemic classification is in effect . To review the
most common restrictions on operations please refer to the Count on Us: Preparing to Welcome
Back Guests reopening guide .
Updated on : May 14, 2020
BESTPRACTICESIN A PANDEMIC ENVIRONMENT
You are solely responsible for ensuring that all areas of your hotel, including the pool and kitchen, are operated, secured and maintained in compliance with all applicable laws, codes and regulations and that you display all signage required by such laws. The information provided herein should not be construed as legal advice or opinions on any specific facts or circumstances; you should consult with an attorney or other advisor regarding requirements specific to your hotel. Remember: executive orders governing the operation of hotels vary by state, county and municipality. Monitor the websites of your local government’s health department and executive offices for the most up to date information. For additional assistance and questions contact your franchise operations representative.
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FRont deSKHours and General operations
• Unless there is a local law orgovernment order that requires younot to admit guests arriving after acertain time, open hotels are expectedto continue to accept guests upontheir arrival in keeping with normalpractice .
Social distancing
• Add professional markings/floor decalsspaced six feet apart to remind guestsof social distancing . Approved socialdistancing signage can be downloadedfrom MyPortal under the “PrintableSignage for your hotel” section of theCoronavirus Resources page .
• If available, leverage and promote SMS
text technology to communicate with
your guests .
• Brand standards require you to
maintain a lost and found system
and securely keep found items for a
period of ninety days or until claimed
by the owner . Keep all found items
in separate sealed bags or containers
away from the front desk . Signage
reminding guests to check the rooms
for their belongings is available on
MyPortal .
Safety and Cleanliness
• A minimum of one alcohol-based
hand sanitizer pump or one
mounted/standing hand sanitizer unit filled with alcohol-based hand
sanitizer with at least 60% alcohol
content is required at the front desk
within reach of guests .
• It is recommended to keep individual alcohol-based hand
sanitizer amenity bottles with at
least 60%alcohol content at the front desk for distribution to guests .
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• Consider adding a movable Front Desk
“shield” or “sneeze guard” using an
acrylic partition or plexiglass . Sneeze
guards can be provided by any of
our approved print vendors . If no
shields or sneeze guards are available,
consider placing a table in front of the
front desk with a hand sanitizer pump
to ensure greater distance between
guests and the front desk team as well
as a quick sanitizing option for the
guest .
• Notify guests of any service
disruptions, e .g . guestroom
housekeeping changes, public space
closures, modified breakfast options
and any other alterations to services
typically provided . Approved signage
can be downloaded from MyPortal
under the “Printable Signage for your
hotel” section of the Coronavirus
Resources page .
• Position credit card reader in best
position for quick and easy guest use
and always sanitize after each use .
• Properly clean payment terminals by
unplugging all wires, cables & power
sources prior to cleaning and using lint
free cloths and soapy water to clean
outside of terminal . For additional
guidance refer to Ingenico payment
terminal cleaning process .
• Keep a disinfectant spray product
and empty container at the front desk
to quickly put pens and keycards in
for easy disinfecting after each use .
Consider implementing a “keep the
pen” policy for guests to minimize
shared use .
• Include one individually wrapped
disinfectant wipe in every keycard
holder for guests to use to clean their
own keycard, cellphone, doorknobor any other high touch item before
entering their guestroom .
• Consider keycard drop boxes at check
out for an easy collection of room keys
to be sanitized before the next use .
• Always wash your hands after each
transaction with guests and sanitize
work stations after each shift .
essential traveler Restrictions
• Certain markets are only permitting
hotels to rent to Essential Travelers,
such as first responders, health care
workers and vulnerable populations .
• Brand websites and call center agents
have been updated to provide this
information to potential guests .
• Essential Traveler signage can be
downloaded here . You may be
required, or if not required may choose,
to display this notification in your hotel .
• Ask guests to complete the Essential
Traveler Form upon check in to certify
that they are Essential Travelers .
Completed Essential Traveler forms
should be retained for your records .
• Check with your local health
department if you are unsure whether
your business falls under these
restrictions or for any requirements
specific to your area .
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denying Service to Symptomatic Guests
• Familiarize yourself with all state laws
that govern your obligation to provide
accommodation to all guests as well as
when you are able to deny service .
• Generally, if a hotel has a reasonable
belief that a guest poses a serious risk
of harm to the hotel’s staff or other
guests, it may refuse to accommodate
the guest provided it does so in a non-
discriminatory manner .
• Check your local laws and consult with
an attorney .
• When dealing with a symptomatic
guest (whether the symptoms are
observed by staff or reported by the
guest), ensure the issue is escalated
to hotel management and that at least
two hotel staff members are involved in
the conversation with the guest .
• Inform the guest that you would like to
accommodate them but that you are
concerned about the safety or other
guests and hotel staff .
• Direct the individual to the nearest
medical facility .
• If the reservation was pre-paid, refund
the guest (or direct them to any third
party through which the reservation
was made to request a refund) .
• Prepare written statements
documenting the interaction and the
basis for denying service .
• Disinfect all surfaces that the individual
came into contact with while at the
hotel .
pUBLIC SpaCeSSocial distancing
• Consider floor decals to designate standing areas near the front desk, sundry shop, restaurant entrance, lobby bar and any other public area where guests congregate .
• Place all public space furniture a minimum of six feet apart .
• Implement a one person/travel family per elevator ride policy and encourage one-way guest flow with marked entrances and exits . Approved signage can be downloaded from MyPortal under the “Printable Signage for your hotel” section of the Coronavirus Resources page .
Safety and Cleanliness
• Hand sanitizer dispensers should be placed
in high traffic areas around the hotel and
must include at a minimum the front desk .
Lobby and employee entrances are also
strongly recommended . Also consider
placements in reception areas, restaurant
entrances, meeting spaces, elevator banks,
pools, exercise areas and other public
areas as applicable to the property . Refill
at least daily .
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public Restroom
• Increase frequency of cleaning and sanitizing all high traffic touch points (vanity, mirror, sink, commode, floors and doorknobs) and hard surfaces every 2 to 3 hours . As with lobby public spaces, document the schedule to ensure frequency .
• Ensure all bathroom supplies,
particularly hand soap, are restocked
frequently and consider adding hand
sanitizer near exits of each restroom
door .
Sundry Shop
• Consider relocating sundry shop itemsto behind the front desk available atguest request . If not an option, ensureentire sundry area and items arecleaned and disinfected at least twicea day, morning and evening .
Meeting Rooms, Business Centers
• Consider temporary closures . If open,follow enhanced cleaning procedures .
• Create a lobby disinfecting schedule including all high traffic touchpoints at least every 2 to 3 hours, or more frequently based on occupancy levels . Disinfecting procedures should be documented signed off after each completion . Public space high traffic touchpoints include all door handles, elevator doors and buttons (inside and out), push plates, hand rails, telephones, public computers or tablets (including mouse and keyboard), tables, chairs, coffee and beverage stations, public information kiosks, and trash receptacles .
• Lobby furniture and flooring, breakfast area, counters, business center, water fountains, ice and vending machines should also receive frequent cleaning and disinfecting .
• Consider removal of lobby beverage stations . If still offered, provide disinfectant wipes and/or napkins next to lobby beverage stations with signage asking guests to sanitize their hands prior to and use a napkin while dispensing beverages . Consider moving lobby beverage stations closer to the front desk for front desk to serve guest or supply a single serve coffee machine . Ensure beverage stations are cleaned and disinfected regularly and as needed based on usage .
• Consider displaying signage regarding best practices for health and hygiene and mask use in locations visible to guests and employees .
• For any public space area temporarily closed, ensure proper signage is displayed, templates can be found on MyPortal under the “Printable Signage for your Hotel” section of the Coronavirus Resources page .
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Swimming pool/Spa
• Consider temporary closures . If open,follow enhanced cleaning procedures .
Interior Corridors/Stairwells
• Establish cleaning of these areas as part of routine and enhanced cleaning schedules to include disinfecting high touch areas such as railings, light switches and door handles and, walk corridors every 2 to 3 hours to remove trash .
other public Spaces (Ice/Vending, Guest Laundry)
• Consider temporary closure of areas . If open place signage to encouragesocial distancing, limit to one guestper area and follow enhanced cleaningprocedures .
exterior Grounds
• Disinfect exterior door handles andoutdoor benches where present .
Food and BeVeRaGeBreakfast
• Consider closing breakfast anddining rooms to prevent large groupgatherings . Follow any state orlocal ordinances on closures . Syscohas compiled a list of Sysco Foodieresources, tools and products tohelp ensure guests can dine in(where permitted) or dine out withconfidence . Visit website here . “Grab &Go” options here .
• If breakfast is suspended, in place
offer a “Grab & Go” option with pre-
assembled breakfast bags . See above
regarding appropriate service for
coffee and other hot beverages . Please
visit MyPortal at “Flexible Breakfast
Standards and Supplier Contact
Information” for more details .
• If breakfast area and buffet are
temporarily closed, properly wrap
and put glassware and serve ware
in storage .
• If coffee machines are shut down
for any length of time, unplug the
equipment to avoid the heating
equipment burning out due to
water evaporation .
• If juice dispensers are shut down
for an extended period of time,
Florida’s Natural Growers (FNG)
advises the following cleaning and
sanitizing instructions to ensure
that your machine is cleaned,
sanitized and ready to serve again .
Fitness Center
• Consider temporary closure and inplace offer alternative wellness options
to be provided to guests (e .g . outdoor
wellness program, exercise tips of the
day, in-room workout programming,
etc .) . If open, follow enhanced cleaning
procedures .
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• For Pepsi Fountain & Spire Machine
temporary shut-down procedures,
guidance for sanitizing and
reopening found here .
• If you continue to serve breakfast:
• If a breakfast attendant is present,
he or she should wear a face mask
and gloves, changing out the
gloves frequently .
• Condiments should be in
individually portioned packet units .
• In addition to routine cleaning
procedures, schedule, perform and
document a disinfecting schedule
or log of all high traffic touchpoints
of at least every 2 to 3 hours .
Restaurant/Lounge/Main dining Room/Lobby Bar
• Consider temporary closuresof gathering areas, discontinueany buffets, and offering roomservice/“Grab & Go” only .
If any of these areas remain open:
• Regularly clean and disinfect tables,chairs/bar stools, booths, bar, doors,light switches, and any other hardsurfaces .
• All serve ware and countertops mustbe sanitized throughout the day andevening and after each guest use .
• “Walk up” area of bar must besanitized after each guest .
• Work stations must be completelysanitized after each shift .
• Consider use of plastic/paper cups foreasy disposal .
Room Service (if applicable)
• All room service orders should beserved in quality to-go containersusing all disposable items .
• All condiments should be individualpackaged and straws should bewrapped .
• All servers should wear a facemask andgloves with gloves replaced after eachservice .
• To promote social distancing, itemsshould be placed in a quality bag anddelivered to the guest room on a roomservice cart to allow the guest to pickup the bag directly from the cart .
• The check and pen should also beplaced on the cart to allow the guestto sign .
• The pen/check presenter should besanitized after each guest use .
• Delivery charge should be waived untilfurther notice .
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takeout Food and deliveries for Guests or Hotel Staff
• Consider the opportunity to promote
DoorDash services and the free delivery
services for Wyndham Rewards members .
• Have a listing of local restaurants thatare open in the area and offer delivery
services .
• Encourage guests to prepay for food
deliveries to limit contact . Encourage local
restaurants to promote that they will drop
prepaid orders outside . Do not allow
delivery drivers up to guestrooms .
• Consider keeping additional pre-wrapped
utensils, plates and condiments at the front
desk in case a guest forgets to request at
time of order .
• Consider having an additional sanitizerdispenser or disinfectant wipes available by the front door so guests can disinfect their hands and delivery items .
GUeStRooMSStay over Guestroom Social distancing
• Where occupancy levels permit,consider placing guests in every otherguestroom .
• At check in notify guests of any
changes to housekeeping services .
• Housekeeping should only enter and
clean rooms when a guest is not
present .
• For additional items requested by the
guest, consider placing the items in
a plastic bag and on a room service
or regular cart to leave at the guest’s
door .
• Hotel staff delivering items should not
enter guestrooms .
• If housekeeping or other hotel staff
needs to enter a guestroom for any
reason, the guest should be notified in
advance .
• Roll away beds and cribs: guests
should exit the room while the bed or
crib is set up . If they cannot leave, the
guest will be responsible for set up .
Stay over Guestroom Safety and Cleanliness
• For guest stays of two nights or moreconsider suspending the dailyguestroom cleaning service andoffering stay over cleans upon requestonly.
• Bed linen and towels should bechanged following a guest check out .
• Dirty linen must be placed in a bag onthe housekeeping cart immediatelyafter removal from guestroom . Neverleave exposed linen in the guestroomcorridors .
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Check out Cleaning Safety and Cleanliness
• In addition to regular housekeepingcleaning services . Enhanced disinfecting procedures should be performed once a guest checks out:
• Where occupancy permits, consider
implementing a “rest” period between
guest checkout and housekeeping
cleaning service, from anywhere
between 24-72 hours .
• Consider temporarily removing and
placing in storage all non-essential
guestroom amenities such asexcess linen, non-essential collateral,
decorative bed toppings and pillows,
notepad and pen, laundry bag, coffee
set, coffee maker (to be made available
upon request) and amenity trays . If
items are to remain in the guestroom,
ensure there is a process for cleaning
and disinfecting non-essential items .
• All rooms must be completely sanitized
upon checkout with special attention to
high touch items suchas: all handles/knobs, telephone, TV
remote, light switches, toilet seats and
handles, bathroom sink and faucet,
unused bathroom amenities, furniture
handles, nightstands, desk, chair arms,
temperature control panels, alarm
clocks, lamps, luggage racks, hangers,
privacy/DND signs (and any other
collateral) and flooring .
• It is required to use an Ecolab dilution
control system with Ecolab EPA-
approved cleaning and disinfectant
products . For full list of EPA-approved products click here for US and Canada
lists . Follow instructions provided by the product manufacturer to ensure
proper usage .
• Consider the use of a HEPA filter
vacuum on all floors and upholstery .
• After cleaning and disinfecting the
room, dirty linen (pillows, pillow covers,
pillow protectors, mattress protectors,
sheets, blankets and towels) should
be bagged in the guestroom to
eliminate excess contact and laundered
as normal and according to CDC
guidelines .
• Housekeepers should always wear
disposable gloves and protective
masks, disposing of gloves after each
room cleaning and following cross
contamination guides on gloves and
rag use . Fresh gloves should be used
once cleaning and disinfecting is
complete and the room is ready to be
refreshed .
• Provide a 1 oz . alcohol-based
hand sanitizer amenity bottle in all
guestrooms . Hand sanitizer must
contain at least 60% alcohol content .
It is recommended to also supply an
individually wrapped disinfectant wipe
amenity .
• Housekeepers should wash hands
as often as possible and after each
service .
• Housekeeping carts and all equipment
should be wiped down and disinfected
after each shift .
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HoteL StaFF
• Consider designating a supervisor/cleanliness champion to lead theroutine cleaning procedures, as well asan enhanced disinfecting schedule .
• OSHA recommends training staff onrelevant topics, such as: how to usedisinfectants properly (leaving themon surfaces the appropriate time),glove usage, general COVID-19 training(facts, how to isolate and what to do ifthey suspect someone might be sick)and PPE .
• Require sick employees to stay home .
• Hotel employees must report tomanagement if they believe theyhave been exposed to anyone whohas tested positive for COVID-19 orwho may be displaying symptomsconsistent with COVID-19 .
• If an employee tests positive forCOVID-19, immediately contact localhealth officials for guidance .
Remember: not all COVID-19 carriers have a fever and many exhibit other symptoms . Send symptomatic employees home immediately . Consider who the employee has worked with in close proximity . You have an obligation to inform employees if they may have been exposed to COVID-19 . Do not disclose the identity of the symptomatic employee and keep all medical information confidential . At minimum, sanitize all areas where the symptomatic employee worked .
SUppLIeS opeRatIonS
• Maintain an ample supply of PersonalProtective Equipment (PPE) includingmasks, sanitizer, hand soap, towelsand gloves for hotel staff members . Gloves should be worn for addedprotection during all additionalsanitization efforts . PPE such as gloves,masks or other items must be wornbased on the associate’s role and inadherence with all federal, state orlocal requirements .
• It is recommended to use Ecolabcleaning and disinfectant productswith EPA-approved emerging viralpathogen claims that are expected tobe effective against COVID-19 basedon data for harder to kill viruses . Whencleaning, ensure disinfectant productsare EPA-approved . View the EPA:Disinfectants for Use Against SARS-CoV-2 - US and DIN: Disinfectants forUse Against SARS CoV-2 - Canada forregistered disinfectants .
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• Maintain employee assignment recordsfor a minimum of 90 days to help youtrace who has been in contact withany infected individuals that havebeen to your property . Cross referencewith guest registration and roomassignment information .
• Post signs in employee break roomsand cafeterias regarding hand-washingand ‘respiratory etiquette’ (includingcovering coughs and sneezes, handwashing, glove and mask use) foremployees and vendors and in multiplelanguages . Refer to your local healthdepartment website . For additionalsignage options visit the CoronavirusResources page in MyPortal and referto the “Printable Signage for yourhotel” .
• Do not conduct internal meetingsor standups in a confined space . Consider conducting meetings virtuallyor in areas that allow for appropriatephysical distancing between hotel staff .
• Discourage employees from using eachother’s’ phones, tools and equipment .
• Consider staggering employeeschedules on both a shift and workweek basis . Stagger employee breaksto reduce social interaction .
• Ensure hotel staff and guests arefollowing the established socialdistancing guidelines along with anyother locally mandated requirements
• Where not already required, employersmay choose to take employeetemperatures prior to commencing
work . Any such policies should be applied equally . Fever is not the only symptom of COVID-19 . Other symptoms may include: chills, cough, shortness of breath, sore throat, and gastrointestinal symptoms .
• Where not already required, considerrequiring masks or other clothfacial coverings for all guest-facingemployees or those working in closeproximity with others .
pReVentatIVe MaIntenanCe (pM) Social distancing
• For room calls, request that guestsleave their room when an item needsto be repaired or replaced .
• If the guest cannot leave the room,
request that they stay in one area of
the room (chair, bed) while repairs are
being completed .
• Hotel staff should wear proper PPE
(e .g ., gloves and mask) while in
guestroom .
Safety and Cleanliness
• While occupancy is lower, considercompleting any PM services,prioritizing life and safety issues first .
• The Engineering Team should sanitize
all areas of the spaces in which they
were working along with both door
handles on the main room door .
• Work stations must be completely
sanitized after each shift .
• Consider frequent air filter replacement
and HVAC system cleanings so that
fresh air exchange can be maximized .
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HoteL LaUndRy• Employees should wear proper PPE
(including disposable gloves andprotective masks) when handling usedlaundry .
• Do not shake out dirty laundry tominimize the possibility of dispersingany virus through the air .
• If applicable, consider temporarilyclosing and locking any laundry orlinen chutes .
• Do not transport used laundry inhousekeeping carts . Rather, transportin dedicated laundry bins and avoidtransporting in elevators when guestsare present .
• If present, clean and disinfect linenhampers and consider placing a bagliner that is either disposable or can belaundered .
• Launder linens at the warmestpermissible water temperature and inaccordance with the CDC guidelinesand dry items completely . Place allclean linen and terry in sanitary bagsuntil ready for use in guestrooms .
deSIGnated HoteL StaFF SpaCeS (E .G . LOCKER ROOMS, CAFETERIAS, OFFICES, ETC .)
• Reduce seating to enable socialdistancing protocols and considerstaggering scheduled lunch breaks .
• If a cafeteria is present, consider “Grab& Go” options only .
• Make hand washing facilities, handsanitizer and disinfectant wipesavailable in all staff spaces .
• All areas must be sanitized at the endof each shift by the hotel staff whowork in these areas . This includes allhigh-touch areas such as door handles,copiers, work areas, etc .
• Back of the house work stations mustbe completely sanitized after eachshift .
MaILRooM/LoadInG doCK
• Handle all boxes, packages, etc . delivered to the loading dock withgloves .
• Disinfect any surfaces that may havebeen touched during the delivery (e .g .,door handle, pen, elevator button,stylus to sign for a package) .
• Wash hands after all deliveries andhandling any mail .
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Safety and Cleanliness
• All hotel transportation should bedisinfected regularly (each morning,after each trip or shift change, andafter the vehicle’s last use each night) . High touchpoint areas include hardsurfaces, door handles (inside andout), seat belt latches, steering wheel,air vents, and the dashboard .
• Ensure routine maintenance onvehicles is current and includes regularchanging of air filters .
• Limit the handling of guest items(i .e . luggage) where possible . Ifunavoidable, have drivers weardisposable gloves and discard aftereach use .
• Consider having hand sanitizerdispensers or disinfectant wipesavailable for passenger use as theyenter or exit the vehicle .
• Clean hands immediately afterhandling used laundry and do nottouch face .
• Disinfect your entire laundry facilitiesat the end of each work day . Thisincludes laundry carts/bins, laundrybaskets, washers, dryers, sinks, foldingtables, linen and terry shelving,doorknobs, light switches, flooring,and all other surfaces, paying extraattention to those hard surfaces thatcome in contact with used and cleanlinen .
GUeSt tRanSpoRtatIon/VaLet/paRKInG SeRVICeSSocial distancing
• To promote social distancing, it isrecommended to discontinue hotel-provided transportation (e .g ., airportshuttle and courtesy vehicles) . Consider reimbursing a guest’s taxi,Uber or Lyft expense . If transportationservices are discontinued, notify guestsat the time of booking and those thathave future reservations of the changein services .
• If hotel provided transportationcontinues to be provided, considerreducing the hours during which it isoffered or limiting travel distance to asmaller radius around your hotel .
• Where possible, limit the numberof passengers to promote socialdistancing .
• Where possible, replace valet serviceswith self-parking .
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GUeSt SUSpeCted oF HaVInG oR ConFIRMed to HaVe CoVId-19
• Establish a plan for the steps you willfollow if guest gets sick while stayingat your property .
• If you learn that someone that hasbeen to your hotel or is currently atyour hotel is confirmed or suspectedto have COVID-19, immediately contactlocal and county health departmentsto determine next steps, includingnotifying hotel staff and other guests .
• Ask the COVID-19 individual to alsocontact a health care provider or localhealth authority to determine how he/she can get tested, to notify the frontdesk and GM and to self-isolate andlimit all contact with hotel staff andother guests .
• Be flexible with other guest requestsshould they choose to cancel theremainder of their stay or want tomove to another hotel .
• If the guest must remain at the hotel,staff should limit contact with thatperson and ensure no touchingwhile maintaining a minimum 6-footseparation .
• Suspend guestroom cleaning services . If necessary, infected guest shouldput dirty linens and trash outside theguestroom door in a sealed trash bagfor pick up .
• Post guest check out, the room shouldnot be entered for at least 72 hoursand housekeeping must wear glovesand other PPE while collecting items .
• Consider closing areas used by theill person for as long as practical, aminimum of 72 hours before beginningcleaning and disinfecting to minimizepotential exposure to respiratorydroplets .
• Perform a deep clean of the guest’sroom . Open outside doors andwindows to increase air circulation inthe guestroom .
teMpoRaRy CLoSURe
• If considering a temporary closure ofyour hotel contact your operationsrepresentative .
• If temporarily closed, prior toreopening your hotel contact youroperations representative . Also contactlocal authorities to confirm if there isa need to re-apply for a Certificateof Occupancy or other governmentapproval .
• Review Ecolab’s GM checklist tohelp prepare your hotel to safely andsuccessfully resume operations .
• Refer to Ecolab’s ResumingOperations: Cleaning and disinfectionguidance for hospitality to helpsafeguard employees and guestsagainst COVID-19 . This detailed guidecontains expert procedures to ensureyour hotel is using the most up-to-datecleaning procedures for COVID-19 .
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• Top Considerations Post-COVID:Guidance to help identify gaps andprovide direction as you navigatereopening and returning to fulloperations .
temporary Closings – night audit
• SynXis night audits must be runnightly . If there are less than 20 hoursbetween audits the night auditor/GMmust call HTCS .
Opera PM: there is no limitation on running multiple night audits . A popup warning will display if an audit is run within 15 hours of the prior audit, but you will be able to proceed without issue . No call to HTCS should be necessary .
SynXis PM: the system is designed to prevent running multiple night audits in succession . This can be bypassed by logging out of SynXis PM and logging back in . No call to HTCS should be necessary .
If running these audits earlier in the day:
Opera PM: consider setting up night audits to File Only (not Print) . Call Opera PM support to have this configured .
SynXis PM: choose the option to not print after completing the end of day . It will prompt automatically at the end .
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ADDITIONAL RESOURCES
• MyPortal: COVID-19: The Latest Updates & Tips
• MyPortal: Emergency Response and Preparedness
• MyPortal: Preventing Pandemics
• WHR Sourcing Supplier Directory
• Sourcing Key Supplier Grid - COVID-19
• Ecolab: Hospitality Resource Library
• Ecolab: Operational Readiness Hospitality ReopeningChecklist
• CDC: Hands Hygiene Guidelines
• CDC: Cleaning vs . Disinfecting
• CDC: Cleaning and Disinfecting your Facility
• Public Health - Canada
• EPA Registered Disinfectants - US
• DIN Registered Disinfectants - Canada
• Sysco - SafeServ Training
• FEMA .gov
• OSHA
You are solely responsible for ensuring that all areas of your hotel, including the pool and kitchen, are operated, secured and maintained in compliance with all applicable laws, codes and regulations and that you display all signage required by such laws. The information provided herein should not be construed as legal advice or opinions on any specific facts or circumstances; you should consult with an attorney or other advisor regarding requirements specific to your hotel. Remember: executive orders governing the operation of hotels vary by state, county and municipality. Monitor the websites of your local government’s health department and executive offices for the most up to date information. For additional assistance and questions contact your franchise operations representative.
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Wyndham Hotels & Resorts, LLC (“WHR”) offers the suggestions in this presentation and in any provided materials for your consideration . You have full and complete control over, and responsibility for, your contracts, daily operations, labor relations, employment practices as well as the safety and security of your property . WHG does not represent, warrant or make any guaranty regarding the accuracy or completeness of the information provided, or that you will achieve any specific results if you implement these suggestions . Nothing herein constitutes an offer, commitment or obligation of any kind on the part of WHR . Please note, if you are an employee of a hotel managed by a subsidiary of WHR, your actions with regard to the substantive matter involved in this training should still be guided first and foremost by Wyndham’s Business Principles, policies, standard operating procedures and the trainings received directly from WHR .
©2020 Wyndham Hotels & Resorts, LLC . All rights reserved . Except as otherwise noted on any specific forms or pages, these materials are confidential and may not be reproduced in any manner without the prior written consent of Wyndham Hotels & Resorts, LLC .
