Belldesk & Doorman
Front Desk
Cashier
Cars and Golf Cart
Main porch arrival (by golf cart or own car):
Procedure | Frequency |
---|---|
Guests to be greeted with folded hands (namaste), maintaining a safe distance, with no physical contact. | Always |
Security personnel, checking guest temperature as per the State Government guidelines and assisting with hand baggage scanning, to wear face mask and white cotton gloves at all times. | Always |
As per the State Government Guidelines, Double vaccination status to be verified for all the guests. | Every guest |
Doorman should wear face mask and white cotton gloves. | Always |
Doorman to offer car door assistance and step back maintaining safe distancing. | Always |
Disinfectant wipes and disposable gloves to be given only on request. To be placed only in one location in Front Office, prominently visible to the guest, in a sanitised tray. | Always |
Valet to offer car parking facility to the guests. The valet / doorman to politely confirm with the guests if they have not left any sanitiser bottle in their car. If guest requests for the service, valet needs to sanitise the car key and all critical touch points such as car door handle, car seat, driver side seat belt, gear box, gear lever before parking with Virex II 256 (4ml in 1 litre of water). The solution should not be used directly but sprayed on a clean duster and then applied. Car keys will be sanitised when they are left with the doorman and when they are returned to guests. | Always |
As per Sate Government guidelines, everyone entering the hotel will undergo a temperature check at the Porte cochere. The hotel doctor will be called to examine any guest who has a temperature of more than 98.6° Fahrenheit. If required, assistance will be provided to ensure further medical care. | Always |
Umbrellas should be sanitised. | Always |
Baggage Service:
Procedure | Frequency |
---|---|
Guests to be offered the option of carrying their own luggage or having it delivered to their room. | Always |
Baggage to be delivered within a standard time. Hotels to attempt to deliver the bag prior to guests reaching the room encouraging less physical contact and prompt delivery. | Always |
Bell boy to maintain safe distance from the guest while collecting guest baggage. | Always |
The trolley and golf cart to be sanitised using R1 Super | Twice in every shift |
Baggage scanning machine to be disinfected. | Twice in every shift |
Guests to be encouraged to download the newspaper through their electronic devices. | Always |
Procedure | Frequency |
---|---|
Front Desk to be cleaned and disinfected using R1 Super. All counters to be cleaned and disinfected. | Every two hours |
Desk telephone to be cleaned using R1 Super and sanitised using Virex II 256 (4 ml in 1 ltr of water). | Every two hours |
Laptop screen / keyboard / mouse / printer to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every two hours |
EDC machines to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Electronic tablets used for check in to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Hand sanitiser and disposable masks to be available for guests on the sanitisation tray. Disinfectant wipes and disposable gloves to be available on guest request. | Always |
Hand held walkie - talkie to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every two hours |
Front desk furniture to be sanitised with R1 Super. | Every two hours |
Arrival at Lobby:
Procedure | Frequency |
---|---|
As per the State Government gudelines, guest to be informed that temperature will be taken and recorded once a day during guest's stay. | Always |
Guests to be greeted with folded hands while maintaining a safe distance. | Always |
Traditional welcome wherever applicable to be done with aarti and petal shower while maintaining safe distance. (Tika and garlanding to be stopped.) | Always |
Should a guest wish to sanitise their bags, disinfectant wipes to be offered. | Always |
As per State Government Guidelines, If the guest is arriving from a restricted country or region, medical history form to be sent as a part of pre registration process followed at reservation stage. For walk ins, medical history form to be filled on arrival. Every guest to fill the Guest Self Declaration Form upon arrival which can either be done online through QR Code or a printed copy can by provided on request. | Always |
For all pre-booked guests, all check-in formalities should be completed online to minimise time spent by the guest at Front Desk. | Always |
As per State Governement Guidelines, Temperature reading will be taken for all in-house guests. | Daily |
All guest key cards to be sanitized with Virex II 256 (4 ml in 1 ltr of water). | Always |
Guests to be informed of waiting messages or documents if any. Documents to be placed in a paper envelope and sealed before handing over to the guest. It can be even pre -placed in the room prior to guest arrival. | Always |
Escorting to the guest room:
Procedure | Frequency |
---|---|
A sanitised Ipad along with stylus to be carried for in-room check in experience. The Ipad to be sanitised after every use with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
While escorting guests to the room and explaining guest facilities, safe distance to be maintained at all times. | Always |
Rooming:
Procedure | Frequency |
---|---|
Prior to opening the door the Front Office Assistant should take guest's permission to enter the room to explain guest room features. Avoid touching any furniture and fixtures in the room. | Always |
Check-in formalities:
Procedure | Frequency |
---|---|
Signature for digital registration and identification to be scanned with minimum contact, while maintaining safe distance. | Always |
Advise the guest at the time of check in to inform their check out plans in advance so that the bills can be made ready. | Always |
Post completing the check-in formalities the Ipad and stylus to be sanitized with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
Medical kit available at Front Desk to include mask, disposable gloves, goggles, personal protection gear and bio disposable garbage bag. | Always |
Procedure | Frequency |
---|---|
Team member to wear face mask and disposable gloves. | Always |
Clean and sanitise the Cashier Desk using R1 Super. | Every guest use and / or after every two hours. |
Desk telephone to be cleaned using R1 Super and sanitised with Virex II 256 (4 ml in 1 ltr of water). | Every guest use and after every two hours. |
Laptop screen / keyboard / mouse / printer and EDC machine to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Every use |
Cashier to sanitise hands before and after every transaction. | Always |
Hand sanitisers and disinfectant wipes should be placed at a prominent location, visible to guests. | Always |
During very busy period use E check-out by emailing the bill & accepting online payment. Encourage guests to settle bill a night prior, minimizing the movement during busy day hours. | Every check-out |
Procedure | Frequency |
---|---|
The car to be sanitised before proceeding to the airport / railway station for guest arrival or departure. | Every pick up and drop |
Outsourced cars to be sanitised in the presence of a hotel employee prior to going for pick-up / drop. | Every trip |
Chauffeur to wear N-95 face masks and white cotton gloves. | Always |
Paging board to be sanitised using R1 super. | Once in each shift |
Car sanitisation card to be placed in each car after sanitisation. | Always |
Hand Sanitiser bottles to be removed from the car when not in use. | Always |
The car should be equipped with sanitiser / disinfectant wipes and disposable face masks. These should be offered to the guest before seating. | Disinfectant wipes to be discontinued. |
The chauffeur must maintain a safe distance from the guest. | Always |
Guests to be offered QR code to access the music options in the car, In Room Dining menus, Spa menu, newspaper and other hotel information. | Always |
Golf Cart
Procedure | Frequency |
---|---|
Golf cart touch points to be sanitised with Virex II 256 (4 ml in 1 ltr of water). | Always |
Golf carts to be thoroughly washed. | Once every shift |
Safe distancing norms to be maintained while seating guests in golf carts. | Every use |
Avoid sharing of golf cart amongst guests who are not known to each other. | Always |
Team member driving the golf cart to wear disposable mask. Hands to be washed and sanitised frequently | Always |
Concierge
Operators
Reservations and Back Office
Kids Room
Procedure | Frequency |
---|---|
Team members at the Concierge Desk need to wear face masks. | Always |
Clean and sanitise the Concierge Desk using R1 Super. | Every two hours |
Desk telephone to be cleaned using R1 Super and sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. Cellular phone to be collected and returned in a sanitised tray. | Every two hours |
Laptop screen / keyboard / mouse / printer / iPads to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
Phone Charging or Power Bank:
Procedure | Frequency |
---|---|
Guests cellular phone and power bank to be sanitised prior to returning to the guest with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. Cellular phone to be collected and returned in a sanitised tray. | Every guest |
Sight-seeing information
Procedure | Frequency |
---|---|
Team member to offer accurate directions and / or transport options with a mobile app of surrounding area. | Every guest request |
Printed form of documents like sightseeing options, shopping lists etc. to be avoided and an electronic mode of sharing to be encouraged like Email or WhatsApp. If any hard copy is given to the guest, the same should be disposed after guest use. | Every guest request |
Miscellaneous request:
Procedure | Frequency |
---|---|
Any request item like nail clippers, stationery etc. should be sanitised first and delivered on a guest request tray. | Every guest request |
All articles (parcels / courier / shopping bags etc.) being received or given to the guest must be sanitised. This is for items already available at Concierge and those being purchased from outside the hotel, on guest request. | Every guest request |
All couriers to be sanitised prior to delivering to the guest. | Always |
Procedure | Frequency |
---|---|
Clean and sanitise the operator desk using R1 Super. | Twice in a shift |
Desk telephone to be cleaned and sanitised using R1 Super. | Twice in a shift |
Laptop screen / keyboard / mouse / printer to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Twice in a shift |
EDC machines to be sanitised Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Twice in a shift |
Frequently asked questions regarding hygiene and sanitisation should be known to all team members. | Always |
Reservations & Back Office
Procedure | Frequency |
---|---|
Clean and sanitise the Reservation Desk using R1 Super. | Twice in a shift |
Desk telephone to be cleaned and sanitised using R1 Super. | Twice in a shift |
Laptop screen / keyboard / mouse / printer / EDC machine to be sanitised with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Twice in a shift |
A sanitiser to be available at a prominent location for the team members to use. | Always |
Frequently asked questions regarding hygiene and sanitisation should be known to all team members. | Always |
Reservation Assistant to proactively request guests to send registration details and photo ID proof through a digital registration system to ensure minimal contact upon check-in. | Always |
Reservation Assistant to guarantee all reservations through credit card or a digital payment link. Guest to be informed about the new relaxed cancellation policy. | Always |
Kids Room
Procedure | Frequency |
---|---|
Team member responsible for the Kids Club to sanitise hands. | Every half hour |
Avoid touching children and in case unavoidable, hands to be sanitised of self and the child. | Always |
All games and children furniture to be sanitised using R1 Super (with the exception of electronic games) prior to and post usage. Electronic games to be sanitized with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |
Boat
Left Luggage Facility
Airport Representative
Jungle Drives
Dudh Talai and Banyan Tree Jetty
Procedure | Frequency |
---|---|
The guests to be greeted with folded hands. | Always |
While escorting the guests, a safe distance is to be maintained. | Always |
Jetty to be equipped with hand Sanitisers and disposable masks. | Always |
Boat Arrival / Transfers
Procedure | Frequency |
---|---|
Sanitised life jackets to be offered to the guests, while maintaining safe distance. Post the boat ride, life jackets to be cleaned and sanitised. | Always |
Guests to be requested to be seated maintaining a safe distance from each other. Seat next to the boatman to be kept empty promoting safe distancing policy. | Always |
Mask and sanitiser to be available in the boat. | Always |
Guests to be seated maintaining safe distance. | Always |
Boat to be sanitised after each ride. | Always |
Once the life jackets are removed, they need to be immediately sanitised using R1 Super and stored. | Always |
Procedure | Frequency |
---|---|
All left luggage to be sprayed with Virex II 256 (4 ml in 1 ltr of water) prior to storing in the Left Luggage Room. | Always |
Luggage scanning machine to be sanitised using R1 Super. | Twice every shift |
All the storage spaces to be cleaned using R1 Super. | Once daily |
Wheel chairs / Pram to be cleaned and sanitised with Virex II 256 (4 ml in 1 ltr of water). | Prior to and post usage |
Pram to be sanitised using R1 Super. | Before and after use |
Procedure | Frequency |
---|---|
Airport Representative to greet the guests with folded hands. | Always |
Airport Representative to maintain a safe distance from general public at the airport. To wear a mask and carry a hand sanitiser. | Always |
Guests to be informed of the car being sanitised for their use. | Always |
Airport Representative to escort the guests to the car while maintaining a safe distance. | Always |
Procedure | Frequency |
---|---|
Chauffeurs and Naturalist accompanying the guests to wear disposable mask and sanitise their hands frequently. | Every drive |
Hand sanitiser, disposable masks and disposable gloves to be kept in every vehicle for jungle drives or excursions. | Every Drive |
Hand Sanitiser bottles to be removed from the vehicle when not in use. | Always |
Vehicle to be sanitised and cleaned before and after every jungle drive. | Every Drive |
Binoculars to be sanitised before and after every jungle drive. | Every Drive |
Tea coffee basket should be cleaned and sanitised prior to and after every jungle drive. | Every Drive |
Ice box to be washed and sanitised prior to and after every jungle drive. | Every Drive |
Jungle drive stool used for guests to be washed and sanitised after every jungle drive. | Every Drive |
One team member to be stationed at the main lobby door to open / close the door to avoid the guest touching the door. | Every Drive |
Fitness Center
Business Center
Boutique
Procedure | Frequency |
---|---|
Fitness Centre to be manned throughout the operational hours. | Always |
A record to be maintained of all guests visiting Fitness Centre such as guest name, time in and time out. | Always |
Telephone to be cleaned and sanitised with Virex II 256 (4 ml in 1 ltr of water). | After every guest use |
Each hotel to determine the maximum number of guests in the Fitness Center in order to practice safe distancing. If a guest arrives without prior appointment and the gym is occupied to its capacity, alternate time slot to be offered to the guest. | Always |
Fruit to be placed in a bowl covered with a cloche. | Always |
Soiled towels basket to be sanitised using R1 Super every time the basket is cleared. | Always |
TV and music system remote to be cleaned and sanitised with Virex II 256 (4 ml in 1 ltr of water). | After every guest use |
All equipment to be cleaned and sanitised with Virex II 256 (4 ml in 1 ltr of water). | Always |
Yoga mats to be sanitised after every guest use. | Always |
Headphone covers to be discarded and headphone to be sanitised after every guest use. | Always |
All touch points to be cleaned and sanitised such as door knobs, remote control, switch plate, thermostat, mini bar handle etc. | Always/twice in a shift |
Procedure | Frequency |
---|---|
Sanitisation tray to have hand sanitiser and disposable masks. | Always |
Team members to wear disposable mask at all times. | Always |
Meeting room and workstations to be cleaned and sanitised. | After every use |
Monitor the use and allocation of workstations to maintain safe distancing. | Always |
Procedure | Frequency |
---|---|
Boutique Assistant must wear a mask. | Always |
Sanitisation tray to have a hand sanitiser and disposable masks. | Always |
Boutique door to be kept open, wherever possible. | Always |
Guests to be encouraged to santisise their hands prior to touching the items in the Boutique. | Always |
There is no need for the gloves to be given to the guest. Team member should offer sanitiser prior to and after touching the items. | Always |
Laptop / desktop screen / keyboard / micros / tablet / mouse / printer / EDC Machines to be sanitized with Virex II 256 (4 ml in 1 ltr of water). The solution should not be used directly but sprayed on a clean duster and then applied. | Always |