The tourism and hospitality industry is one of the industries that continuously had to deal with uncertainties in the past months due to the pandemic. Quarantine restrictions have been on and off and from time to time, new measures are being implemented because of the new strains that are emerging. Fortunately, hoteliers and operators have been very flexible when it comes to taking action and adapting to whatever the pandemic brings. 

If you are a hotel owner, accommodations operator or aspiring to be one, here are some of the new normal health and safety guidelines for accommodation establishments when it comes to receiving guests according to the Department of Tourism.

New Normal Health and Safety Guidelines for Accommodation Establishments

Guest Handling Policy

1. Online payment is the preferred booking method.
2. A Health Declaration Form must be accomplished by all guests upon check-in.
3. A thermal scanner must be available at the hotel entrances to check body temperature.
   1. Checking must be done by medical staff or trained/qualified hotel personnel.
   2. Only guests that are cleared during screening will be permitted entry to hotel premises.
   3. Guests with fever and flu-like symptoms will not be allowed entry to the premises. Instead, he/she will be referred to a doctor, nearest hospital, or BHERT based on the DOH protocol.
4. Disinfection should be made at the hotel/accommodation entrances. Shoes must be disinfected using sanitizing mats.
5. New normal safety protocols such as physical distancing, hand hygiene, respiratory etiquette must be strictly observed when dealing with guests at the check-in counter.
6. To reduce risks and control the spread of disease, all guests must be properly informed on prevailing disease and policy enforcement in the establishment. Guests must be given informative materials on handwashing and respiratory etiquette, face mask, emergency numbers, etc.
7. Information about management policies regarding room occupancy, dining, use of public areas, and emphasis on physical distancing and other COVID-19 protocols must be relayed to guests to promote safety and reduce infection risk.
8. Hotel staff are discouraged from showing guests around the room after check-in. Guests may be escorted to the assigned room as long as strict physical distancing and safety protocols set by the DOH are properly observed.
9. Reminder cards must be issued to guests which may include:
   1. No sharing policy on food and other personal and non-personal belongings
   2. Safe and correct disposal of any used PPEs
   3. Proper and regular practice of hand hygiene, use of face masks, and respiratory etiquette.
   4. Mingling with other room occupants is not encouraged
   5. Physical distancing must be strictly observed.

Reception and Concierge Policy

Reception Counter and Concierge

1. The reception desk should:
   1. Make available official up–to–date information about travel to and from countries and/or other areas, including local destinations, particularly those that are identified by the DOH as high–risk.
   2. Provide emergency contact numbers including public health authorities, nearest hospital or medical facility, and the DOH Assistance Center.
   3. Readily provide medical-grade sanitation kits and PPE including:
      1. Face mask or face shield;
      2. Germicidal disinfectant or wipes for surface cleaning;
      3. Biohazard disposable waste bag;
      4. Alcohol or alcohol-based hand sanitizer with 70% solution;
      5. Napkin, paper towel, or tissue paper; 
      6. Disposable gloves
   4. Also make available other PPE for emergency purposes such as disposable protective shoe covers and aprons, full-length long-sleeved gowns or coveralls,
2. Floor markers showing a 1-meter distance between guests must be in place to ensure physical distancing when queueing.
3. The use of an acrylic glass barrier is also an option at the front desk for added protection.
4. For payments, contactless methods are encouraged.

Reception or Front Desk Officer

1. Front desk officers or reception staff should be briefed and informed regularly about the information on health crises and simulation of essential security and safety measures.
2. Safety health protocols must be strictly observed at all times including hand hygiene, respiratory etiquette, and physical distancing.
3. In case of a suspected case, the front desk personnel must be informed about the room occupancy policy for accompanying persons.
4. When attending to guests, the front desk personnel must be properly equipped. Wearing face masks must be strictly enforced. The use of disposable gloves is also essential when handling cash, documents and other materials passed from one person to another. The contactless process is highly encouraged at the front desk at all times.
5. For guests that require assistance that may involve physical contacts such as the use of a wheelchair or bell service, all attending staff must properly use PPE, face mask, and gloves.
6. A contactless greeting such as the “Mabuhay” gesture is advised. Handshaking is discouraged when receiving guests.

Rooms and Housekeeping Policy

Room Occupancy 

1. Only single up to double room occupancy is permitted. Couples or family members from the same household may be permitted to occupy double or twin occupancy rooms. Distance between beds must be maintained at 1 to 2 meters.
2. If necessary, room transfers may be allowed.
3. A sanitation kit consisting of 70% solution alcohol or alcohol-based sanitizers, disinfectant, face masks, disposable gloves, and rags may be provided for each guest.
4. Regular provision of bathroom amenities for each guest is essential.
5. Guest rooms must be provided with trash bins. A separate trash bag or bin must also be provided for used PPE, face mask, gloves and other sanitation waste materials.
6. Rooms must be set up to conveniently accommodate in-room dining for guests.
7. Room turndown service or the practice of “turning down” the bed linen of the bed in the room for use is highly discouraged.

Housekeeping Staff

1. Household staff must undergo proper training on the use of disinfectants and sanitizers.
2. They must be provided with sufficient PPE including gloves, face masks, disposable coveralls, goggles, and closed shoes, particularly when cleaning guest rooms and other common areas.
3. Additional protective equipment must be used by housekeeping staff when cleaning rooms occupied by a suspected infected person.
4. Used PPE must be discarded or washed according to standard disinfection control measures issued by the DOH.
5. Guestrooms must be disinfected or decontaminated after every use. Housekeeping staff must be provided with soap and water or alcohol-based hand sanitizers to thoroughly wash their hands as recommended by the DOH.
6. Facial protection or shield and waterproof aprons must be provided to housekeeping staff if cleaning involves splashes.
7. Work clothes should not be used by staff when going home. Strict and proper handling of work clothes must be observed in the establishment.
8. High-touch surfaces whether in guestrooms or public areas must be thoroughly cleaned using sanitizers or disinfectants prescribed by the WHO or DOH.

Room Decontamination

1. To ensure proper spacing and physical distancing, room occupancy for every floor may be established.
2. Sanitation of rooms after checkout must be a standard procedure to be followed. Rooms must be thoroughly cleaned after being used by guests.
3. Likewise, rooms to be occupied by new guests must be left empty for a certain period depending on the disinfecting method used.
4. Furniture, appliances, flooring and panes must also be disinfected after guest checkout. An approved bleach solution or disinfecting agent must be used.
5. Use of enhanced disinfecting technologies including electrostatic sprayers with hospital-grade disinfectants, high-efficiency particulate air (HEPA) filter, or germicidal ultraviolet (UV) lighting system is highly encouraged every two (2) weeks.
6. Aside from bottled water, provision of minibars and other complimentary in-room food and beverage is not recommended.

Linen Decontamination 

1. Minimal handling is highly recommended for used linen and other washable items to prevent the possibility of contaminating the handler or the environment.
2. To handle and segregate soiled linen, disposable gloves and masks must be used when transferring them to appropriately designed bins. The bins must also be sanitized after every use.
3. For in–house laundry, an appropriate disinfecting solution must be used for linen and other washable items for a minimum of fifteen (15) minutes.
4. Mattresses, pillows, and other non–washable items must be disinfected by wiping them with a diluted bleach solution or any approved disinfectant.
5. Items that are meant to be disposed of must be discarded and put in sealed bags immediately.
6. In cases when a room was occupied by a guest who is suspected to be an infected person, all washable items such as bed sheets, blankets, pillowcases, and towels must be placed in a separate disposal bag and washed separately using hot water (70–80°C).

ALSO READ: Strategies to Cope with the New Normal in Hospitality Industry

The pandemic has brought numerous changes in the hospitality industry. If you are operating a hotel or accommodation, you should be properly informed about the new normal health and safety guidelines for accommodations. 

There are disinfecting technologies and products that must be readily available in your establishment. New rules have also been laid out when it comes to receiving guests and providing the hotel supplies they need. These changes pose challenges for operators but they are meant to ensure safe and hassle-free operations.
Are you in search of high-quality hotel supplies that meet new normal requirements for hotels and accommodations? Contact Hotel and Spa Essentials, a luxury hotel amenities supplier in the Philippines that has been serving the needs of top-calibre hotels for many years.