OPS COV1 - THE NEW NORMAL POLICY

SHANTI MAURICE RESORT & SPA

COVID-19 CLEANING AND OPERATIONAL POLICY

THE NEW NORMAL

COV OPS 1

CONTENTS MANAGEMENT DEDICATION

3

ACCOUNTABILITY AND CONTROL DESIGNATORS

4

SANITARY PROTECTION AND CONTROL

4

SOCIAL DISTANCING MEASURES

5

HOTEL ENTRANCES AND PUBLIC AREAS

7

BEDROOMS

8

RESTAURANTS, BARS AND FOOD SERVICE

9

KITCHEN AND STEWARDING

10

OFFICES

11

STAFF CANTEEN | REST AREAS | WASHROOMS

12

LEISURE AND SPA

13

RESERVATION PROCEDURE

14

BOOKING - ARRIVAL PROCEDURE

15

LOCKER ROOMS AND WET AREAS

16

RELAXATION LOUNGES

17

TREATMENTS AND TREATMENT ROOMS

18

FITNESS CENTRE AND FITNESS CLASSES

20

BUSINESS CENTRE

21

TRAINING AND INFORMATION

22

RECORD KEEPING

22

COMMUNICATION

22

CONTACT DETAILS

23

2

WE ARE READY Shanti Maurice’s commitment towards safety, wellbeing and trustworthy relationship with our guests, customers and Team Members remains infallible while the tourism industry is being challenged by the Covid19 pandemic.

Our philosophy persists in having not to bargain between hygiene and sanitary measures, and that of the comfort of our residents and work-life of our collaborators. We ďŹ rmly believe both aspects can be harmonised, given proper judicious decisions and venture.

MANAGEMENT DEDICATION The management is not on denial that close cohabitation and high-degree of interaction among guests and workers represent a non-negligent risk factor environment; nonetheless, we have relentlessly and will continue to administer necessary resources and devote energy to bring initiatives together in order to inviolate our law-abiding stance towards national / regional legislative authorities’ requirements and advices in relation to Covid-19 controls.

The framework of our new procedures to deal with the pandemic in our Resort is based on the guidelines of the World Health Organisation (WHO) and the Ministry of Health on a national level. Our processes and documentation are constantly being reviewed and updated from those authorities. (https://www.who.int/emergencies/diseases/novel-coronavirus-2019/events-as-they-happen http://health.govmu.org/English/Pages/covid%20-19.aspx)

3

ACCOUNTABILITY AND CONTROL DESIGNATORS In regards to ensure consistency in the application of all latest national / regional recommendations are routinely checked and veriďŹ ed on site, we have designated in-house members, rallying together to maintain the chain of control. Our Resident Manager remains our Covid-19 policies and processes certiďŹ er and implementation controller to authenticate on the strictness that processes are being applied in the daily operations.

Furthermore, a structure of teamwork administers the entirely of the control to render the control, maintenance and reporting as accurate as prescribed, involving Duty Managers and the Security Manager, on a 24-hr/7-days basis.

SANITARY PROTECTION AND CONTROL We have already put into place all the recommendations from the World Health Organisation, the national Government and regional authorities to protect our customers and team members, including but not limited to: Social Distancing - a 2-meter of social distancing is recommended where possible, whilst a 1-meter of social distancing is compulsory. Our 'Namaste' greeting has become a new norm.

Key Touch Points - all our customers and team members spaces have a Key Touch Point Cleaning program implemented and monitored.

4

Enhanced Cleaning Practices - a deeper and expertly cleaning standard in conjunction with Diversey, our chemical provider in all public areas, washrooms and private lodgings.

Personal Protective Equipment - our teams have been provided with the relevant PPE in each of the hotel departments. Guests are courteously required to wear face mask in dining areas.

New Processes and Training - our staff have been documented with new strict sanitary procedures and trained to adopt them on a daily basis.

Coughing, Hygiene and Respiratory Etiquette - New behaviours are adopted to minimise the risk to crosscontamination and infection amongst our team members.

SOCIAL DISTANCING MEASURES We are continuously undertaking intensive preparations and cleaning procedures to ensure the Resort is in the best possible condition.

This is an ongoing process and will be updated along with government announcements, guidelines, and industry best practice.

The procedures we are already following and subject to enhancements include practices such as: Restaurants and Lounge areas follow the social distancing guidelines, restaurants will be open for longer hours if necessary to accommodate all diners whilst ensuring social distancing is practised at all times.

Floor markings at the buffet area ensures food are served by our Chefs only. No food handling is allowed by our guests.

5

All furniture in our Restaurants, Lobby, Lounges and Meeting Rooms are disinfected every 2 hours.

Sanitising Stations: Provision of stations at primary entrances and key high trafďŹ c areas (lobby washrooms) are available.

Sanitising Gels are available for all guests and team members in all spaces, including the Reception, Business Centre, Restaurants, table seatings, Canteen, Locker rooms, OfďŹ ces etc.

Guests are asked to use their Room Card to have access to their lodging. Pens required for signature / payment purposes are sanitised after use.

Dedicated rubbish bins for disposal of used PPE at exit points and staff areas.

If a member of staff is requested to enter a bedroom whilst the room is occupied, the team member will be wearing PPE and the guest will be asked to socially distanced.

All team members are temperature checked prior to entering the hotel building. Records of temperatures are logged for Health and Safety follow-up.

Continuous monitoring of the health of our team members is a daily new normal. Any team member with symptoms or someone in their household who has symptoms will self-isolate in line with WHO guidelines.

All our booking channels will follow the same actions, with the hotel reserving the right to ask a guest to isolate if the guest is showing signs and symptoms of COVID-19 for the security and protection of other guests and our team members.

As government guidelines continue to change and develop, we will review, refresh and update our H&S Guidelines within this document.

We all look forward to welcoming our guests back to SHANTI in the very near future.

Haje Thurau General Manager

6

HOTEL ENTRANCES AND PUBLIC AREAS Social distancing applies everywhere including public areas and outside entrances. A 2 metres (3 steps) distance are maintained.

To support the Government’s essential emergency measures we are required to monitor guests' temperatures to detect any symptoms of fever.

In some areas there are floor markers to assist with distancing.

All luggages are sanitised upon arrival and sent directly to the guests' rooms without risk of crosscontamination.

DISINFECTION STATIONS: Provide stations at primary entrances and key high traffic areas, for instance, a station to allow guests to wipe door handles after using the lobby washroom. ANTIBACTERIAL hand gel to be available for all guests to use in all public open spaces and closed rooms.

HOURLY CHECKS of all wash rooms, furniture, door handles etc in public areas.

Sneeze screens are placed on all counters for the comfort and protection of customers during payment processes.

All receptionists are porters will be wearing PPE during the entire check-in experience.

Desk tops and Desk Equipment (e.g. Keyboard, mouse must be sanitised regularly) Pens are given as a courtesy to arriving guests which may be used throughout their stay.

7

BEDROOMS New enhanced and expert cleaning and sanitising processes have taken over the usual cleaning process.

Chemical products and cleaning methodology are now in conjunction with Diversey products and expertise. Key Touch Points endure extra disinfection (light switches, door handles, TV remotes,...)

Once cleaned and sanitised, the rooms are screened with UV lights to ensure effectiveness of cleanliness.

All rooms are locked down once cleaned. Status change is made within the computer system to ensure the release is made under strict control.

An extra measure of assurance by placing a room seal on doors to indicate guests that their room has not been accessed since being thoroughly cleaned.

Housekeeping or Maintenance team members will only enter the bedroom upon the guests request, to reservice the room or ďŹ x a maintenance issue. All team members will wear PPE to access the bedroom.

In-Room Facilities are limited to: Television, Remote Controls, Telephone, Hair-dryer, Coat hangers, Iron, Fridges, Air-conditioning, Tea Tray, Espresso Machine, Glassware.

All Collaterals have been removed from bedrooms. The SHANTI Application holds all information necessary for the guests' staying experience to remain at its fullest.

Hand santizers are placed in each bathroom and at the entrance of each room.

8

RESTAURANTS, BARS AND FOOD SERVICE Sanitisation consoles are present at all our restaurants / bars entrances. Face masks are compulsory for all guests before having access to the dining / bar area.

Social Distancing perpetuates in our Restaurants, bars and lounges. Seating arrangements have been reorganised to allow a 2-meters limitation between tables. Bar stools have been removed.

Our service have been adjusted to cater for this aspect without losing the passion to cater for our guests' needs.

At table level, waiters leave a safe distance between them and the seated guests. Face masks and gloves remain a necessity during the service.

Cutleries are thoroughly sanitised before they are put disposable sealed envelopes for each guest.

Once the table has been setup and sanitised, a table notiďŹ cation authorises safe use for the next guests. Once booked, the notice changes messages to prevent anyone from taking over the table until it is cleaned and sanitised again.

Increased frequency of cleaning with hospital-grade disinfectants on all high-touch surfaces and shared spaces.

Menus are only available upon request once sanitised.

QR coded menus are available.

9

KITCHEN AND STEWARDING The buffet area is accessed through a one-directional pathway, with foot markings to instruct off-limit zones.

Food at the buffet is exclusively served by our Chefs. No guest is allowed to handle food or serving spoons by themselves.

Deep cleaning frequency has been increased and disinfectants upgraded.

Disinfection stations at primary entrances and key high trafďŹ c areas provide hand hygiene facilities to all kitchen and stewarding personnel. Hand gels are constantly available, replenished and controlled for optimum safety.

PPE are required by all Kitchen staff members.

Disposable aprons must be worn by the stewarding team.

All external suppliers / visitors must have their temperature checked and recorded once they access the back areas.

10

OFFICES Desk workstations have spaced out to maintain the 2-meters limit distance.

Face masks are worn by all office staff at all times.

Headsets, telephones and desks including keyboard, mouse, laptops and stationary should be sanitised before the start of each shift and at the end of each shift.

Hand sanitizers are available in each office room on each workstation.

Where possible workstations should not be shared unless sanitised between use.

Hands should be sanitized before coming into contact with guests / employees including handling of letters of confirmation / information and before preparing mail to be posted.

11

STAFF CANTEEN | REST AREAS | WASHROOMS The Canteen remains closed during service of food and tray arrangements.

Each tray of food is prepared with all necessary plates, glassware and cutlery to avoid crosscontamination. No one is allowed to touch anything except their own service tray.

Social distancing remains a necessity; oor markings and one-directional food service are observed.

Tables and chairs have been removed to maintain a 2-meters distance apart.

Hand sanitizers are available to use before and after eating. Hand washing facilities are available and disposable wipes encourage for use to close taps after hand washing.

Food is served by the Cook into the plates.

Areas for rest during breaks can be used while observing social distancing.

The smoking area is no longer a gathering spot before, during or after shifts.

Washrooms have a maximum capacity of 10 persons at a time, with a maximum of 10 minutes using time.

Face mask should be worn except when eating.

12

LEISURE AND SPA Safety and sanitation in the Spa business are essential for health, from preventing infection and improving employees and guest’s overall well-being. It is with these challenges in mind that comprehensive suggestions on social distancing within each area of the Spa have been created.

These guidelines are not intended to replace existing sanitation procedures, laws, licensing requirements or regulations established by local government.

13

RESERVATION PROCEDURE The Spa, being a critical place where social distancing is constrained, remains the focal point where sanitary and safety measures must be heightened, reinforced, maintained and controlled at all time, relentlessly.

The procedure should be reviewed regularly by Spa Management and adapted / extended as necessary: Scheduling appointments is the start of the most critical tasks for the Spa Receptionists. Scheduling affects every aspects of the spa operation and it is vital that every added measures addressing COVID-19, reassure guests and employees' safety, during the entirety of the experience.

Ensure sufďŹ cient turnaround time between bookings, allowing for new Therapist and Treatment Room hygiene protocols.

Limit thermal use to one guest per booked appointment slot, with time in-between sessions for cleaning.

Ensure treatment variety is even between sessions for cleaning.

Ensure any notes relevant to the bookings are added to the reservation; if a guest has mentioned they feel hesitant about returning to the Spa, this should be noted so Reception and Therapists can greet the guest with extra care.

14

BOOKING - ARRIVAL PROCEDURE Appointment Booking; Reservationist checks client and household symptoms within last 14 days and schedules appointment, adding any necessary notes to the booking.

Reservationist sends email conďŹ rmation including; Booking ConďŹ rmation, COVID-19 Spa Policies and *Advanced Consultation Form (*required if the guest has booked outside of 2 weeks prior to appointment).

If applicable, 7 days prior to arrival, the guest sends back the Advanced Consultation Card to the Spa to be reviewed. If no symptoms have been noted, the booking may continue as usual.

If symptoms have been noted, the guest should be called to obtain further information.

Within 36 hours and before 24 hours of the appointment, a booking reminder should be given via; Telephone, Email, Text Message or Appointment Card to Room. This should include a further advisory regarding newly developed symptoms.

Guest arrives at Spa for appointment and is greeted by Reception. If the guest has booked within 2 weeks and has not completed an Advanced Consultation Form, the guest should be asked to complete this and the regular spa consultation card together

15

LOCKER ROOMS AND WET AREAS Lockers must be assigned to each guest in consideration of social distancing guidelines.

All lockers should be pre-locked to avoid guests from changing assigned lockers or from touching contents inside lockers. Lockers must be sanitized after each use by the attendants.

Attendants must wear proper PPE such as gloves and masks when removing dirty linen and items from linen baskets or trash cans.

All door handles and doors must be sanitized on a regular basis. It is recommended once every 30 minutes.

The Sauna and Steam rooms are restricted to one guest per session.

Ensure wet areas are set to the correct temperatures as high temperatures are known to kill germs and common viruses Steam Room (110-115 F; Sauna 150-175 F; Infrared Sauna 120-130 F; Jacuzzi 100-104 F) Steam Room (45 C; Sauna 50 - 75 C; Infrared Sauna 40-60 C; Jacuzzi 37-40 C)

16

RELAXATION LOUNGES Space out all furniture to comply with social distancing guidelines.

Remove blankets, neck pillows and extra cushions from lounges and chairs.

F&B offerings must be individually wrapped and single use.

Offer fruit options that peel off such as bananas, oranges, grenadines. Remove apples, pears, etc.

Sterilize all areas overnight by utilizing appropriate chemicals.

Consider limiting thermal use to one guest per booked appointment slot, with time in-between sessions for cleaning

17

TREATMENTS AND TREATMENT ROOMS Replace greetings of guests with SHANTI's 'Namaste'.

It is recommended that disposable masks are available at the Spa upon guest request.

All guests will be recommended to shower pre & post treatments.

Disposal gowns / aprons, face shields and face mask must be worn by therapists performing spa treatments.

Reassure the guest for the use of PPE by saying: ‘’To provide you with reassurance during your treatment today, I am going to wear a face mask while I perform your service’’.

18

Therapist washes hands before and after the treatments..

Ensure treatments have 30 minutes in between each service to allow for treatment room cleaning and sanitation.

Spray and sanitize all skincare bottles and products used after each treatment.

Remove from treatment rooms: bed skirts, duvets, pillows, runners, table warmers and mattress pads. All linen in the treatment bed must be used and washed after each guest.

19

FITNESS CENTRE AND FITNESS CLASSES The Fitness Centre is accessible upon booking only and can accomodate one guest at a time (or 2 guests under same roof). It is bookable at the Spa Reception.

When not in use, the Fitness Centre should be locked up.

Antibacterial wipe dispensers and hand sanitizers should be available in the ďŹ tness centre.

Attendants should clean and disinfect all ďŹ tness centre equipment on a regular basis and remove dirty towels with appropriate PPE such as gloves and masks.

20

BUSINESS CENTRE The Business Centre is accessible upon booking only and can accommodate one guest at a time (or 2 guests under same roof). It is bookable at the Reception.

When not in use, the Fitness Centre should be locked up.

Antibacterial hand sanitizers should be available in the Business centre. They are also available at the entrance.

A table accommodates books which have been handled to be set aside for sanitisation.

Attendants should clean and disinfect all Business centre, manipulated books, equipment and devices on a regular basis.

E-Books are offered through the service of Kindles which are available on a rental basis. Kindle devices are sanitised before rental and when they are being returned.

21

TRAINING AND INFORMATION All staffs should be aware of the measures to be adopted and the measures that could protect their health and that of others, including the recommendation to stay home and seek medical attention if they have respiratory symptoms, such as coughing or shortness of breath. Management should organize information briefings that should cover all the basic protective measures against COVID-19 and the signs and symptoms of the disease. Training may be needed for specific procedures.

RECORD KEEPING A logbook of the important actions and measures carried out is kept. It records them in enough detail (e.g. including date and time a disinfectant was used, by whom, where, etc.). This logbook can be used to improve the actions implemented.

COMMUNICATION Communication is maintained between Management and team members, including through the managers in charge of the different departments, in order to pre- define an information policy for guests as well as to rapidly provide and obtain information on incidents that may arise in the establishment and to know the status of the situation at all times.

22

SHANTI MAURICE RESORT & SPA

THE NEW NORMAL CALL: +230 603 7200 W H AT S A P P : + 2 3 0 5 4 2 3 1 1 1 1 EMAIL: reservation@shantimaurice.com A D D R ESS : S a i n t Fe l i x , Coa sta l Roa d , Mauritius GPS: -20.509886, 54.471585

www.shantimaurice.com