General Cleaning Products & Protocols
All our hotels use cleaning products and follow protocols which meet NPHO guidelines and are approved for use and effective against viruses, bacteria and other.
Public Spaces indoors & outdoors. Frequency of cleaning and sanitizing has been increased in all spaces with an emphasis on frequent contact surfaces including, front desk, doorman desk, elevators and elevator buttons, door handles, public bathrooms, room keys, stair handrails, dining surfaces and seating areas.
Hotel Guest Elevator. Doorman will be present to sanitize the button panels on a regular basis. Every 30 minutes. Signage will be posted to explain the current procedures.
Guest Rooms. Cleaning and sanitizing protocols are used to clean guest rooms, particular attention to high-touch items including telephone, television remote controls, toilet seats, door and furniture handles, light switches, temperature control panels, luggage racks, garbage bins and floors. All in room stationary, pens and pencils will be suspended.
Television remote controls, temperature control panels and toilets seats should be wrapped with one usage cover. It will be highly recommended to all guests the usage of their in-room WC and not the public ones.
Touchless public garbage bins to be used for one usage sanitary equipment.
Guests will be asked upon check in if daily housekeeping and turn down service will be needed.
Housekeeping trolleys will be sanitized after each shift.
Fully stocked Mini Bars will be suspended. Guest will have the option to request a fully stocked mini bar upon check in.
Room service. Notify guest once room service is ready to deliver. All plates should be covered. Request that guests notify Room Service once they have completed their meal and place their trolley outside of their room for immediate pick up. Room service extra charge will be suspended.
Guest Directory. All guest directory information such as hotel facilities, in room dining, city experiences, concierge services will be listed under YES! Hotels mobile application. A special chat, voice or video call feature will be available via the usage of the application.
Linen/Laundry. All bed linen and towels will be changed upon guests’ requirements and washed at a high temperature in accordance with NPHO guidelines.
Shared Equipment will be sanitized before, during and after each shift or usage. This includes phones, keyboards, computers and other communication devices, payment terminals, kitchen implements, Food & Beverage equipment such coffee machines etc. engineering tools, cleaning equipment, security keys and any other direct contact items used throughout the Hotel.
Air Conditioning Cleaning, according to NPHO protocols.
Physical Distancing. Hostesses and Restaurant Managers to manage physical distancing at entries. Tables and lounges to be utilized with appropriate physical distancing between each family or traveling party (as per local authorities). Reduce bar stools as well, to provide appropriate physical distancing.
Pool Operation according to Cleaning & Sanitizing Protocol. Lounge chairs to be sanitized after each use, towel desk, at least once per hour. Each towel will be placed under a one usage sanitary bag. Lounge chairs set with appropriate physical distancing. 1.5m per set of two.
Spa and Gym. Usage by appointment with a maximum of two persons per time slot. Both areas will be sanitized after each usage in detail.
Employees & Partners
Our employees have been given clear instructions on how to respond promptly and report all cases of COVID-19 on property. Employees are instructed to stay home if they do not feel well.
Training. All employees will receive training on COVID-19 safety and sanitation protocols. A more detailed training will be conducted to front line teams having frequent guest contact such as Housekeeping, Food & Beverage, Front Office, Maintenance and Security.
Thermal controls. Regular thermal controls to all employees. In case of a temperature over 37c will be asked to go home.
Hand Washing. Personal hygiene and frequent handwashing with soap is vital. (every 60 minutes for 20 seconds).
Protective Equipment. All employees will be provided a mask. Front line teams are required to wear that mask while on duty. Gloves will be provided to Housekeeping, Front Office, Security and Food & Beverage teams.
Physical Distancing & Protection. Internal meetings such as line up meetings, department heads morning meetings etc. will be conducted virtually till further notice. Employees will be reminded not to touch their faces, keep physical distancing at least 1.5 m away from guests and other employees.
Medical Kit. A complete medical kit will be available at Hotel’s Managers office which will contain
disinfectant/wipes for surface cleaning tissues, face/eye masks (separate or combined, face shield, goggles), gloves, protective apron all disposable, full-length long-sleeved gown, biohazard disposable waste bag.
Suppliers of Goods & Services. Contractors and suppliers of goods and services should follow similar Health & safety measures. No access is allowed within the hotel. All goods should be delivered at the entrance of hotel’s receiving area. Items should be sanitized prior its inhouse dispatch.
All guests will be recommended to download the YES! Hotels mobile application prior arrival.
Mobile application will allow facilities such as: Online check in, registration, in house facilities, online reservations for dining, spa & fitness, in room dining, concierge facilities, transfers, payment method and check out procedures.
Physical Distancing. Guests will be advised for physical distancing at least 1.5m away from other groups of people not traveling with them while standing at reception, circulating around the property or using elevators. No more than one guest will be permitted per elevator.
Check in – Check out procedures
Protective screens are installed at the front desk between guests and team members.
Check out time: 11h00 / Check in time: 15h00 in order to secure in-between timing for deep cleaning.
Guests will be asked to use hand sanitizer upon their arrival.
Appropriate signage on screen will display main sanitation and health program such as physical distancing, elevator usage etc.
Doorman will not open the doors of cars or taxis.
Key card will be provided by front office. All key cards will be sanitized and placed within the key card folder. Front office will ensure room keys are disinfected and presented safely upon check-in.
Luggage will be temporary stored for special cleaning care prior in room placement. Luggage trolley will be sanitized after each usage by doorman.
Payment. Credit card as a payment method instead of cash will be reinforced.
Protective Equipment. Front desk employees will have in stock travel size hand sanitizers, masks, gloves available to guests in case of demand.
Disinfection. Touchless hand sanitizer dispensers will be placed at all hotel entrances, room floors, reception, meeting spaces, pool, Spa & Gym room, public W.C.
Air Circulation. All lobby and restaurant areas will have to be open constantly for air circulation.
Physical Distancing. Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and event rooms based on NPHO and state recommendations. Lounge chairs will be arranged at 1.5m to ensure physical distancing.
Front of the House Signage. Health and hygiene reminders throughout the property including the proper way to wear and handle face masks, hand washing, distancing and usage of sanitizer dispenses.
Lobby TV screens will also be used for messaging and communication.
Floor signage for physical distancing.
Back of the House Signage. Signage will be posted throughout the property reminding employees of the proper way to wear and handle face masks, usage of gloves, wash hands and avoid touching their faces.
In-room cleaning signage will be placed accordingly.
Back of the House Disinfection & Distancing. Frequency of cleaning and sanitizing will increase in main back of house areas with an emphasis on the employee dining rooms, employee entrances, uniform rooms, employee restrooms, kitchens, managers office. A time schedule will be conducted for the usage of employee dining rooms with a maximum of 3 persons per time slot.
Food & Beverage / Dining
- Buffet breakfast will be suspended. Breakfast will be served à la carte and by appointment.
- Buffet style food service will be suspended and replaced by alternative service styles.
- Hotels will offer individually packaged or Grab & Go food options for breakfast, snacks, lunch etc. (Individual packaged serving nuts and snacks)
- Shared menus and bread platters will be suspended.
- Restaurant and lounge tables will be arranged to ensure appropriate distancing.
- Set up of table will be completed upon guests’ arrival.
- Napkin service to be suspended and replaced by one usage napkin.
- Limited all day à la carte menu.
- Hard copy menus will be suspended and will be available only upon request.
- Digital menus will be available under YES! Hotels Mobile App and YES! Hotels website.
Cleaning & Sanitizing Protocol
- Service and beverage stations to be sanitized at least once per hour.
- POS terminals to be sanitized after each usage.
- Dining tables, bar tops and stools, chairs etc. to be sanitized after each use.
- Storage containers to be sanitized before and after each use.
- Food, beverage, and coffee preparation stations to be sanitized at least once per hour.
- Kitchens to be deep cleaned and sanitized at least once per day.