We encourage you to review the US Centers for Disease Control’s website for the latest information about COVID-19. Below are the comprehensive protocols and procedures we are putting in place.
The health and safety of our staff and guests is our primary objective.
Surface Areas: Throughout our resort, we increased our already-rigorous cleaning protocols. Surfaces will be thoroughly treated with hospital-grade disinfectants and cleanings will be conducted with increased frequency.
Guest Contact: All medical advice, including that from the CDC and WHO, states that direct, person-to person contact is the primary way COVID-19 spreads. To help prevent risk of transmission in this way, we implemented the following protocols:
- Place signage in lobbies reminding guests to maintain physical distancing protocols (at least six feet)
- Adjust furniture in restaurants and lobbies to allow for appropriate physical distancing (at least six feet)
- Make masks and gloves readily available for hotel guests
- Install additional hand-sanitizing stations at the entrances to our resort, near the front desk, at elevator banks and other spaces.
- Employee Arrival to Work: At each employee entrance, we will administer non-invasive digital temperature readings for all staff. Anyone displaying a temperature over 100.4°F will be taken to a private area for a secondary temporal temperature screening. Staff confirmed to have a temperature over 100.4°F will not be allowed to enter the property and will be directed toward appropriate medical care.
Physical Distancing: Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while in lines, using elevators or moving around the property. Restaurant tables, and other physical layouts, will be arranged to ensure appropriate distancing. Staff will be reminded to practice physical distancing by standing at least six feet away from guests and other staff whenever possible. All resort outlets will comply with local or state mandated occupancy limits. Due to physical distancing limits, guests will be required to wear masks on elevators and in guestroom hallways.
Hand Sanitizer: Hand sanitizer dispensers, touchless whenever possible, will be placed at key guest and employee entrances and contact areas such as driveways, reception areas, hotel lobbies, restaurant entrances, meeting and event spaces, elevator landings, pools, spa and exercise areas. Hand sanitizer will be provided in public areas and throughout the back of house for staff.
Public Area Signage: Health and hygiene reminders will be posted throughout the property, including physical distancing and the proper way to wear, handle and dispose of masks.
Back-of-the-House Signage: Signage will be posted throughout the property reminding staff of the proper way to wear, handle and dispose of masks, use gloves (in positions deemed appropriate by medical experts), how to wash hands and sneeze, and to avoid touching their faces. Employee & Guest Health Concerns: Our staff will be given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on property, and they will be ready to provide support to our guests. staff will be instructed to stay home if they do not feel well and told to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. staff and guests who exhibit any of the symptoms of COVID-19 while at the property will be instructed to immediately make this information known to managers and hotel security respectively.
The Guest Experience
Guest Arrival: All guests entering will be offered a mask to wear. Appropriate signage will also be prominently displayed, which outlines proper mask usage, request to use hand sanitizer and current physical distancing practices in use throughout the property.
Hotel Guest Elevators:
- Button panels will be sanitized at regular intervals, at least once per hour.
- Signage will be posted to explain the current hygiene and sanitation procedures.
- No more than four guests will be permitted per elevator.
The role our staff play will be vital for an effective sanitation, health and hygiene program.
Hand Washing: Proper hygiene and frequent handwashing with soap will be vital in helping to combat the spread of virus. All staff are instructed to wash their hands for 20 seconds, or use sanitizer when a sink is not available, every 60 minutes and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering, going on and returning from break, and before or after starting a shift.
COVID-19 Training: All staff will receive continued training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact, including housekeeping, food and beverage, public area departments, hotel operations and security.
Personal Protective Equipment (PPE): Appropriate PPE will be worn by all staff based on their roles and responsibilities, and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Every employee entering the property will be provided a mask and required to wear that mask while on property. Gloves will be provided to staff whose responsibilities require them, as determined by medical experts, including housekeeping and public area attendants and security officers in direct contact with guests.
Daily Pre-Shift & Timekeeping: Employee pre-shift meetings will be conducted virtually or in areas that allow for appropriate physical distancing between staff. Larger departments will stagger employee arrival times to minimize traffic volume in back-of-house corridors and service elevators. Hand sanitizer will be available at each timeclock location and staff will be required to sanitize their hands after clocking in. Our management team will provide constant communication, and proper PPE and sanitation procedures will be followed and updated per the latest expert guidance.
Cleaning Products and Protocols
Our resort will use cleaning products and protocols which meet CDC/EPA guidelines, and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens. We will work closely with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and necessary PPE.
Public Spaces and Communal Areas: The frequency of cleaning and sanitizing will be increased in all public spaces with an emphasis on frequent-contact surfaces including, but not limited to, front desk check-in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, and stair handrails, gym equipment, dining surfaces and seating areas.
Guest Rooms: Industry-leading cleaning and sanitizing protocols will be used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring.
Laundry: All bed linen and laundry will continue to be washed at a high temperature and in accordance with CDC guidelines. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.
Back of the House: Frequency of cleaning and sanitization will be increased in high-traffic, back-of-house areas with an emphasis on employee dining rooms, employee entrances, uniform rooms, employee restrooms, loading docks, offices, kitchens, security scanning podiums, and training classrooms.
Shared Equipment: Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.
Room Recovery Protocol: In the event of presumptive case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol. Air Filter and HVAC Cleaning: Air filter replacement and HVAC system cleaning will be increased, and fresh air exchange maximized.
Throughout our resort, we will follow state and local health authority guidelines on proper physical distancing.
Queuing: Any area where guests or staff need to queue will be clearly marked for appropriate physical distancing. This includes check-in, check-out, elevator lobbies, coffee shops and casual dining.
Restaurants and Bars: We will follow guidelines on capacity and spacing to ensure the safety of staff and guests.
Meeting and Event Spaces: Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events, based on CDC recommendations.
Pool and Beach: Pool and beach seating will be configured to allow for at least six feet of separation between groups of guests.
Back of the House: Physical distancing protocols will be used in employee dining rooms, uniform areas, inhouse meeting rooms, shared office spaces, and other high-density areas to ensure appropriate distancing between staff.