Health & Safety Protocols in Hotels & Resorts

How hotels and resorts are keeping guests safe.

When the pandemic hit, our hotel and resort partners began to work together to understand the necessary means to ensure guest safety and satisfaction. Task forces were formed, information was shared openly and freely and together we began to bring hotels online while ensuring guest safety.

For months, ALHI has been laser-focused on gathering best practices and insights from our industry partners, as well as several federal, state and local government organizations. Our goal: to share real data and trends from trusted sources in order to educate our clients, our members and the industry at large to ensure confidence about the path ahead.

The situation continues to be fluid, and ALHI is dedicated to providing updated information in a timely and expert-sourced manner. Here, we take a look at safety measures hotels and resorts are taking to help you rest easy.

Public Spaces

This summary of protocols being put in place at hotels can be used as a reference to ask specific questions of any hotel you are working with to book business. Please note that procedures vary by hotel.

• Physical distancing between all guests and staff (markers or lines delineated on the floor)
• Thermal screening of guests upon arrival
• Limiting the number of guests at front desk or in the lobby
• Downsizing the furniture and contents in the lobby to maximize physical distancing and minimize opportunity for contamination
• Virtual or online check-in
• Digital, virtual, or QR code replacement for room keys
• Maximum occupancy levels for elevators and public restrooms
• Hotel reference guide with operational hours and procedures for visiting restaurants, business center, gift shop, salon/spa, pool, fitness center, golf course, beach, etc.
• Additional housekeeping for sanitization of public spaces
• Enhanced and increased cancellation considerations
• Availability of hand sanitizer for guests

Guest Rooms

• Downsize contents of guest rooms to minimize opportunities for contamination and to facilitate room sanitization
• Altering mini bar and coffee station (replacing mugs with paper cups and other considerations)
• Option to choose to reduce/refuse housekeeping access to the guest room to minimize exposure
• Availability of hand sanitizer and supplies in guest room
• New protocols for delivering supplies to guest rooms
• Minimum time guidelines between room cleaning and new guest occupancy
• Minimum time guidelines for housekeeping access after guest checkout

Amenities

• Pool chairs sanitized between guests
• Cabanas and golf carts pressure washed and sanitized each night
• Cabana, spa and golf shop surfaces sanitized after each use
• Lifeguard and staff kiosks sanitized upon staff rotation
• Towel desk, entry kiosks and any other surfaces sanitized at least once per hour

Banquet and Convention Services

• New seating capacity charts and diagrams with physical distancing protocols
• Changes to coffee break service, bar service and reception service
• Downsizing meeting room contents to minimize opportunities for contamination and to facilitate room sanitization by staff
• Beverages: Removal of water pitcher service and replacement with individual water bottles
• Additional signage opportunities to communicate safety protocols to meeting guests
• Enhanced cleaning schedule in high touch point areas during meetings and events
• Hand sanitizer and sanitizing supply stations

Back of House

• New training on physical distancing, safety and health procedures for all departments
• Increased availability of hand sanitizer and personal protective equipment
• Sanitization of pool, spa and golf equipment after each use
• Additional sanitization of surfaces

Travel will look different for some time to come, but if we all do it safely and with intention, we can successfully travel and meet together.

Additional resources: Centers for Disease Control & Prevention, Delos, Global Biorisk Advisory Council, National Restaurant Association, Steelcase Event Experiences, Transportation Security Administration, U.S. Department of State (Travel.State.Gov), U.S. Food & Drug Administration and U.S. Travel Association.

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