SEAA Rooms Covid 19

SEAA Rooms New Norm Guidebook V1.0 1

SEAA Rooms New Norm Guidebook V1.0

Introduction

Guest Journey

What is the SEAA Rooms New Norm Guidebook?

The SEAA Rooms New Norm Guidebook V1.0 is a “ready to use” tool that will be applied when hotels re-open for business during the Covid-19 Pandemic.

It contains minimum standards and guidelines for guest touch points on arrival at the airport, check in & check out, club lounge as well as enhanced cleaning and verification protocols for guest rooms.

Housekeeping

The Guidebook will continue to be updated if need arises.

Objective: • Align measures in all SEAA properties wherever possible when business resumes & create clarity.

• Fulfil enhanced expectation towards safe distancing, cleaning, disinfection and other operational protocols.

2

Local Government Regulations must always be complied to as a minimum.

Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Laundry

SEAA Rooms New Norm Guidebook V1.0

CONTENTS Introduction FRONT OFFICE Personal Protective Equipment Guest Journey Touch Points

Horizon Lounge Signages HOUSEKEEPING Personal Protective Equipment Guest Room Set up Guest Room Cleaning Process Public Areas LAUNDRY ASSETS ANNEX Links & Resources 3

SEAA Rooms New Norm Guidebook V1.0

Detailed Content Project Champions Lorna Tumang - Executive Housekeeper - ESL Shirley Koh - Executive Housekeeper - SLKL Suman Basu - Executive Housekeeper - SLFM Sian Yin Bong - Executive Housekeeper - HJOG Cynnia Chi - Director of Rooms - SLFM Cornie Tan - Director of Housekeeping - SLS Kathryn Urquhart - EAM Rooms - SLM Sachin Tyagi - Resident Manager - SLKL Allen Khoo - Resident Manager - SLS Jeremy Ambler - EAM Rooms - SLS Pilot Hotels: SLFM / ESL / SLS

4

• Introduction FRONT OFFICE • Personal Protective Equipment • Pre-Arrival • Airport • Transportation • Valet • Lobby Entrance • Main Lobby • Check in & Check out • Health & Travel Declaration • Concierge Service • Luggage Service • Horizon Club • Signage HOUSEKEEPING • #SL Clean Promises • Personal Protective Equipment • Disinfectant • Room Set up • Collateral • Room Cleaning - Check out Rooms • Hygiene Quality Team • Room Attendant • Room Inspector • Senior Management • Storage Process • End of shift • Guest Room Deliveries • Other Services LAUNDRY • General • Processing, Storage • Guest Laundry • Guest Laundry - Processing • Outsource Laundry • Delivery ASSETS ANNEX • Links and Resources

SEAA Rooms New Norm Guidebook V1.0

PPE – FRONT OFFICE Guide

•

•

5

All colleagues not required to wear gloves as per guideline are to ensure, hands are properly sanitized most frequently, ideally after every physical guest interaction or transaction (check-in for example) to reduce the risk of cross contamination.

All colleagues required to wear gloves as per guideline are to ensure, gloves are exchanged for new ones after every disinfection process. Worn ones are to be disposed.

•

Internal trainings to be conducted to showcase risk of cross contamination.

•

Requires enforcement, i.e. display of visual reminders for team.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Sections

Surgical Mask Disposable Gloves

Airport Representative

Yes

Limousine Driver

Yes

Doorman

Yes

Bellman

Yes

Valet (Parking) Guest Relations Reception Horizon Reception

Yes Yes Yes Yes

Concierge

Yes

Horizon - F&B Service Horizon - Kitchen

Yes

Wears disposable gloves only during disinfecting of luggage / parcels / etc.

Yes Yes

Remarks Wears disposable gloves when handling guest luggage and assists in disinfection.

Gloves to be disposed after luggage is loaded into vehicle.

Wears disposable gloves only during disinfecting of luggage and disposes after.

Wears disposable gloves only during disinfecting of luggage and disposes after.

Wears disposable gloves only during disinfecting of luggage or bell cart and disposes after.

Sanitizes hands after every car.

Yes

SEAA Rooms New Norm Guidebook V1.0

Pre-Arrival • Pre-arrival email is sent to guests at least three days prior to check-in. To include incremental measures taken by the hotel.

• Pre-arrival email should include information on local government regulation & guidelines related to Covid19.

• Encourage and promote Mobile App check-in & check-out.

6

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Airport • Airport representatives wears surgical mask.

Disposable gloves to be worn when handling guest luggage and when assisting in luggage disinfection.

• Airport representative takes temperature of guest.

• Escorts guest to waiting vehicle practicing safe distancing.

• Assists driver with disinfecting of luggage (handle and wheels only, excluding carry on items, i.e. handbags) and loading of luggage into vehicle.

• Gloves to be disposed. New ones to be worn for handling of next guest arrival luggage.

7

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Transportation • • • •

• •

• •

• 8

Safe distancing will be enforced. No more than two guests are permitted in sedans and no more than four guests in vans. The use of the front passenger seat is not permitted.

Limousines interior will be disinfected before and after each use including exterior door handles.

Before luggage is loaded into the vehicle, the handle and wheels are disinfected (excluding carry on items, i.e. handbags).

Sedan minimum standard setup: Bottled water, wrapped mints, small pack of disinfecting wipes (or individually wipes wrapped) small bottle of hand sanitizer, face mask in envelope (asset provided) and an A4 paper envelope for garbage.

Service of cold towels is discontinued until further notice.

Collaterals are removed from the vehicle, no magazines, newspapers or menus. If guest message is displayed, to be laminated for easy disinfection. Digital version(s) can be made available (either Ipad or QR code).

QR code displayed can direct guest to complete the Health & Travel Declaration Form before arriving at the property.

After guest transport and interior disinfection of limousine (to include laminated guest message, if any), entire un-used set up needs to be exchanged (i.e. face mask envelope) or disinfected before next guest (i.e. water bottles, etc.). Used set up to be disposed.

All drivers to receive training from Housekeeping team on disinfection protocol (process / disinfectant to use / etc.).

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Valet • At hotel’s discretion as to operate or suspend valet operations.

• Tray to be used for handing over keys allowing for disinfection before being handled by either party.

• Windows down and air-conditioning off when valet colleague enters vehicle – weather permitting.

9

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Lobby Entrance • Luggage (excluding carry-on, i.e. handbags) is disinfected (handle only) and wheeled over the sanitization mat.

• Sanitizing mat set up with secondary mat for drying shoes.

• Guest temperature is checked when entering the hotel.

• Local greeting gesture to ensure no hand shaking.

• The door into the hotel will be opened by staff member.

• The door handle of entrance door(s) will be regularly disinfected according to orange level operations (hourly).

10

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Main Lobby • GRO to observe movements in the lobby and provide guidance to ensure safe distancing is followed.

• GRO to highlight a displayed QR code for arriving guests to complete Health & Travel declaration before commencing to Front Desk.

• Prominently displayed signage in place throughout the hotel outlining proper mask usage (if required by government), safe distancing practices and safety measures in place.

• Lift Lobby Signage in place with maximum passenger load that can ensure local distancing (depending on size of lift).

• Hand sanitizers are placed in prominent places in the public areas (touchless whenever possible).

11

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Check in & Check out • • • • • • • • • •

•

12

Review layout of desk to ensure safe distancing between colleagues.

Counter to be disinfected between guest transactions including pens, countertops and devices.

Acrylic screen between colleagues and guests. Option of hanging or standing.

Floor markings for guests’ safe spacing reminders (stanchions if required to control “traffic”).

Hand sanitizer available at each station, ask guest to sanitize before completing the registration process.

Contactless credit card terminals should be made available and usage to be encouraged whenever possible.

Shangri-La Mobile App / Express Check out to be promoted at all times.

Guest to present digital Health & Travel Declaration. If not completed, to be done prior check in either electronically or hard copy.

A tray will be used for credit card or key collection to avoid direct contact.

In room check-in and room escorting suspended until further notice. If unavoidable (i.e. elderly, VIP, families), escorting only up to the guest room door adhering safe distancing protocols and maximum lift guest load.

Before re-use, key cards and key card holders, once returned from guest at check out, either to be disinfected or stored in a sealed container with date label for four days. Storage to be in a secure, non-guest facing location with restricted access (refer to storage system slide #32).

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Health & Travel Declaration • This digital system can only be deployed for guest usage if it conforms with local government / local PDPA regulation.

• QR code to be scanned by arriving guests prior check in.

• Instructions on how to build digital form are to be found in the Annex.

Alternative: • Paper format if guest is not familiar with QR codes.

13

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Concierge Service • Disinfect all articles used by guests including pens, power band chargers and other loan items after returned by guest.

• Disinfect all received parcels and boxes.

• For delivery of parcels and guest request items to guest room, maintain social distancing rules. Present item to guest just in front of guestroom door.

Colleague should enter the room only when the guest is not present whenever possible.

• Face masks should be made available at anytime in case of guest requests at the concierge desk.

14

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Luggage Service • The bell cart is disinfected after each luggage delivery.

- disposable gloves to be worn.

• Guest room should only be entered for set-up and pick up if guest is not present, whenever possible.

• Luggage should be placed neatly outside the guest room door. Bellman to ring the doorbell and announce him / herself. Then move away to practice safe distancing for the guest to open the door and collect.

Same applies for luggage collection prior check out.

• Luggage is disinfected (handle / wheels - excluding carry on items, i.e. handbags) before placing it in storage.

15

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Horizon Club • •

• • • • • • •

16

For buffet set ups, comply with local Government Guidelines as well as ”SEAA F&B Guidelines” & “SFS Guidance 2 Recovery Phases” as well as If buffet set up, ensure social distancing measures can be adhered to. Sneeze guards need to be installed and all food needs to be covered.

If plated service, plates need to be covered (cloche).

Beverages are not displayed for self-service. A la carte service or manned bar instead.

Menus to be disinfected after every guest use.

Alternatively, offer QR code menu and hard copy version on request only.

Tables and chairs are disinfected after each guest use.

Safe distancing of chairs and tables in line with Government Guidelines in place for lounge and meeting room set up.

Computer workstations are disinfected after each use.

For detailed guidelines on F&B Operation and Meeting Rooms, refer to ”SEAA F&B Guidelines” & “SFS Guidance 2 Recovery Phases” issued May 14, 2020 by HQF&B.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Signages • Public area signages will be prominently displayed throughout the hotel outlining safe distancing & mask usage (if mandated by local government).

Assets available • Safe distancing

• Lift Landing area (maximum guests per lift) • Health & Travel declaration • Temperature check

• All assets are to be found in Appendix.

• In the absence of specific Jen design (in the making), Jen hotels to use provided assets temporarily.

17

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

HOUSEKEEPING

SEAA Rooms New Norm Guidebook V1.0

#SLCLEAN Promises • We deploye #SLClean promises which are an integral part of the revised cleaning, verification and training processes.

19

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

PPE - Housekeeping Guide

Sections

Surgical Mask

Hygiene Quality Team

N95 Yes

Disposable Protective Head cover Gown Gloves Glasses / Hair Net Yes

Room Attendants Supervisor/Inspector Managers Public Area Attendants Runner

Yes Yes Yes

Yes Yes Yes

Yes

Yes

Yes

Yes

Laundry Processing

Yes

Yes

Laundry Runner

Yes

Yes

Yes

Yes

Yes Yes Yes Yes

Yes

Yes

Yes

Remarks First person to enter the room 6 hours after the checkout to disinfect, garbage disposal & strip linen.

Gloves to be changed after every room cleaned.

If entering guest room.

Wears gown and protective glasses when handling soiled linen and soiled guest laundry

For future consideration: Replace hair net with re-usable hat which forms part of the uniform.

20

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Disinfectant Guide

Areas/Items Guest Floor: Rooms & Corridors Public Area: High-Touch Points Public Area: Fixture, Furniture, Surfaces Limousine / Shuttle Bus Guest Luggage - Arrival & Storage Reception Counter, Digital Screens, Pens Sanitization mats - Entrance & Luggage

Virex (10 mins)

Oxivir (1 min)

Yes

Yes Yes

Yes

Note: For Limousines, please check on reaction of interior leather to Oxivir.

Source: New England Journal of Medicine

21

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Forward

Yes Yes Yes Yes

SEAA Rooms New Norm Guidebook V1.0

Room Set Up •

•

•

Principle applied is to minimize items set up in guest rooms to reduce risk of possible cross-contamination and to avoid wastage.

No printed collaterals where possible. If needed, it should ideally be laminated. If paper, it needs to be replaced for every new guest.

QR codes should be used wherever possible to make information available (i.e. TV listing, In Room Dining Menu, Compendium, etc.).

Items to Keep

Linen Glassware, Crockery & Cutlery Bathrobe Bathroom slippers Sugar, Tea, Coffee, Milk, Coffee Capsules, Water Bottles Toiletries Notepad & Pen - bedroom Laundry bags / list Toilet Paper, Tissue Paper Kettle, Coffee machine TV remote Environment card Hair dryer Umbrella Torchlight Iron & Ironing board, Hangars

Items to Remove Available on Request

TV Menu

In Room Dining Menu

•

22

Items removed from standard room set up will still be available on request.

•

Minibar will be empty and filled on request only - alternatively, through In Room Dining.

•

Unused items after check out can be re-used after 4 days of storage (see slide 32).

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Extra Blanket & Pillows Shoe Tree, Horn & Cloth Brush Ice Bucket & Tongs Bottle Openers Minibar items Compendium Stationery Holder & Box Decorative Sofa Pillows Lost Horizon & Religious books Magazine & Newspapers Shopping Bag Notepad and Pen - Bathroom Bookmarks For Turndown

Remarks Full set to be replaced with fresh supply after checkout Unused to be replaced with fresh supply and store for 4 days in a box to reuse Replace with new supply and unused ones store for 4 days in a box to reuse.

New unopened roll / box to be used.

Sanitize with Virex after checkout

Remarks Replace with QR Code and / or A5 laminated paper sheet.

Replace with QR code or TV. Hardcopy available upon request only.

Dry clean / wash before reuse.

Sanitize with Virex before reuse

If requested and used, store for a minimum of 4 days in a box before reuse.

SEAA Rooms New Norm Guidebook V1.0

Room Set Up Samples

23

•

Care Kit to be provided. To include face mask in envelope, small bottle of hand sanitizer, anti-bacteria wet wipes. “Face Mask Envelope” and “Face Mask Card” are part of the assets provided.

•

Information on “SABA” technology as well as internal “quick fix” solution for QR code consolidation can be found in Appendix.

•

Sample pictures below and right side.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Set Up Pictures •

24

Guest room letter template prepared by SEAA Corp. Comms to informs about measures taken is provided in the ANNEX.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Laminated TV Listing

Notepad/ Holder, Pencil, Bed Sheet Re-use Card & unconsumed bottled water to keep sealed for 4 days from check out date.

Recommended Best Practice: TV Remote Cover

Bedroom Trash bin

Recommended Best Practice: Toilet roll wrapped

Unopened facial tissue box

SEAA Rooms New Norm Guidebook V1.0

Room Set Up Collateral – Rooms

#SLCare Pledge Card • Displayed in vacant / inspected guest rooms after the housekeeping room inspection. #SLCare Doorknob Hanger • Hung at room entrance door of vacant / inspected rooms after the housekeeping room inspection.

• Check-in guest list to be reviewed multiple times a day and Doorknob Hanger is then to be removed after guest check-in.

25

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning General

• • • • • • • • •

•

26

Checked out room should not be entered for at least 6 hours after guest departure.

EH to ensure all Housekeeping colleagues wear proper personal protective equipment as per PPE guidelines.

Surgical facemask should be changed before lunch break and new one to be worn again after lunch.

Disposable gloves should be changed after each room cleaning or any wear & tear.

Hands must be washed and sanitized after each glove change.

One set of microfiber cleaning cloth used for one room only to avoid cross contamination.

Room should not be cleaned if the guest is present in the room to maintain safe distancing. Enquire for an alternative time to service the room.

Work trolleys must be equipped with Hand Sanitizer and should be covered with a nylon or non-woven to avoid cross contamination.

If body fluid is found or guest is observed to be unwell, Room Attendant should leave the room and alert EH / DM for assistance immediately.

Refer to “Guidelines on Guest Room Cleaning & Disinfection for Check out Rooms” in Appendix.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning

Cleaning Scenario​

Wait​

Steps​

1​

Process Overview

Revised Process for check out rooms includes:

Hygiene Quality Team (HQT): • • •

Disinfection using Electrostatic sprayer Collects lost & found items Garbage disposal, linen stripping, removes used and unused amenities, glass ware, cutleries, collaterals.

Room Attendant: • • • • •

Room cleaning Disinfection of high touch points Replenishes full set up linen Guest Room supplies replacement UV-A self check

• • •

Inspection with UV-A light Input inspection details into Inspection Compliance App (launching soon) Hanging of #SLCare Doorknob Hanger.

•

ATP Swab Test

Room Inspector:

Senior Management

27

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Hygiene Quality Team​ 2​ 1. Disinfection ​ 2. Collect Lost & Found ​

6 3. Garbage Disposal​ CHECK OUT ​ hours​ 4. Strip used and unused Linen 5. Remove used and unused amenities, glassware, cutleries collaterals, etc.

OCCUPIED​

N/A ​

Room Attendant​

Room Status​

3​

4​

1. Clean ​

amenities, glassware, cutleries collaterals etc 4. Disinfects High Touchpoints ​ 5. Self-Check with UV-A light ​ 1. Clean & Replenish ​ 2. Sanitize High Touchpoints ​

Room Status​

ATP Swab Test by Senior Management ​

5​

6​

7​

1. Inspect with UV-A lights 2. Input details in Inspection Compliance App​

2. Replenish full set of Linen 3. Replenish full set of toiletries

Room Inspector​

Minimum 5 high3. "Seal" the room if inspection passed​ Vacant Inspected​ touch points in 1 room per day​

Vacant Clean​ ​

Occupied Clean​

For details, refer to SOP “SEAA Guidelines on Guest Room Cleaning & Disinfection for check out rooms” in Appendix.

​

Random Sampling - in the absence of guest​

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning Check-out Rooms Hygiene Quality Team

28

•

First person to enter the room 6 hours after checkout.

•

Following tasks are to be performed by HQT prior to Room Attendant can start cleaning:

•

Disinfection of door handle & doorbell with Virex before entering the room.

•

Sprays Oxivir with Electrostatic Sprayer on all high touch points in both bedroom and bathroom, including curtains, cushions, bed skirts, sofa surfaces, on the carpet and all exposed surfaces. For leather, (real or artificial) do a colour fastness test first.

•

Ensure PPE is worn as per guideline.

•

Refer to “SOP Guest Room Disinfection Misting” in Appendix.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning

Check-out Rooms Hygiene Quality Team

29

•

Clear all trash in the room and seal the bag properly before removal from the room. Room dustbins must be lined with a plastic liner.

•

Strip all bedroom and bathroom linen and place it into a doubled up plastic bag or a reusable cotton bag and seal properly. Decorative cushions are to be removed from room set up until further notice.

•

Remove all glassware and utensils. Put in a sealed box and transport to the designated dishwashing and sanitation area.

•

Remove all used and unused collaterals, stationary, toilet paper, facial tissue, bathroom amenities, tea & coffee, etc.. Unused ones to box and store for 4 days before reuse.

•

For the treatment of rubbish, follow local health authority’s guide and your property’s Stewarding protocol.

•

HQT team to carry equipment, boxes for dirty glassware & chinaware, stripped linen, etc. ideally on a multipurpose trolley (i.e. Rubbermaid).

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning

Check-out Rooms Room Attendant

30

•

Thoroughly wipe the “high touch points” – apply disinfectant Virex on microfiber cloth.

•

New set of cleaning clothes must be used for each room.

•

Once HQT has completed tasks, room can be cleaned by Room Attendant following existing procedures.

•

Use UV-A light to inspect all surfaces and “high touch points” to ensure no areas are missed.

•

Wash down bathroom, present freshly laundered bath linens with all new bath amenities, new paper tissue box and new toilet paper.

•

Once the room cleaning is completed, room attendant must change gloves and sanitize hands before moving to next room.

•

A Care Kit and a #SLCare Pledge Card is placed inside the room.

•

Tools, equipment and vacuum machine must be disinfected separately after cleaning each room.

•

Monthly cleaning and disinfection of AHU and FCU (or more frequent as required by local law). Refer to Pandemic & Epidemic Manual / COV6.4 ”Engineering A/C Operations and Disinfecting”.

•

Make bed with freshly laundered bed linen; pillows, duvets are protected with encasement / inner slip made of nonwoven material.

•

Set up new sanitised glassware, chinaware, cutlery, tea & coffee offers, stationery and guest room amenities.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning

Check-out Rooms Room Inspector •

•

•

31

Every vacant clean room must be inspected with a UV-A light while room lights are switched-off and curtains are closed. Inspector to use the Inspection Compliance App to input all details (launching soon).

Room is released as "Vacant Inspected” after the inspection has passed on all the parameters mentioned in the APP/checklist.

Vacant Inspected room is “sealed” with doorknob hanger for next arrival.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

UV-A Light Inspection •

Close the blinds and curtains in the room and turn off all lights ensuring you are in a dark environment.

•

Turn on UV-A light and inspect all the high touch points and hard surfaces.

•

When the UV-A light is lit onto surfaces and white spotted areas area seen , it indicates that the surface is not properly cleaned.

•

If the area does not show any spots, it means it has been cleaned properly.

•

UV-A Light does not show bacteria / virus contamination however it verifies general cleaning procedures or lack of it.

DIRTY SURFACE

CLEAN SURFACE

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning

Check-out Rooms Senior Management Commitment

32

•

As per existing Senior Management Inspection Program (ref. Rooms Division Manual 1.15.3), a certain number of rooms need to be inspected daily by Senior Management.

•

Daily, a ATP Swab test must be conducted in one of the inspected rooms covering a minimum 5 high-touch points.

•

High-touch point swab reading must be 80 RLU or below to pass the test.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Room Cleaning Storage Process

33

•

All unused, sealed bathroom amenities such as toothbrush, toothpaste, comb, shaver, shower cap, cotton bud, sanitary bag, loofah, metal pen , plastic pen are placed in a sealed plastic bag to be brought down to the housekeeping amenity storeroom at the end of the shift.

•

Place the sealed bag containing the reuse amenities inside a sealed container. The sealed containers will be labeled according to the day of the week and must remain sealed for 4 days from the date of removal from the room.

•

The storage should be in the Housekeeping Office with restricted access. Never in guest facing areas.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

MON

TUES X Amenities taken out from the room

WED

THU

FRI

SAT Amenities can be used

SUN

SEAA Rooms New Norm Guidebook V1.0

End of Shift Room Attendant

34

•

Telephone console table and guest lift landing area need to be wiped down using Virex and corridor to be vacuumed.

•

Paper dust bag for vacuum cleaner must be changed daily after use and vacuum cleaner to be disinfected.

•

Place used disposable paper dust bag of the vacuum cleaner in a trash bag and disinfect both the inside and outside of the vacuum cleaner with Virex.

•

Disinfect the work trolley, tools, bucket, brushes, chemical bottles at the end of the shift. All cleaning tools are properly stored to avoid any cross contamination

•

Pantry and the service landing area need to be cleaned and disinfected using Virex. Mops are disinfected using Virex solution in the mop bucket and are to be air dried.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Guest Room Deliveries Housekeeping Runner

•

A safe distance of 1.5m is maintained while delivering items to the guest.

•

Runner should not enter the room if guest is inside whenever possible.

•

All items must be delivered on a tray or in a paper bag (in case of request for contact less delivery).

•

Linen, pillows, towels must be covered and placed in a bag for delivery.

•

Guest may choose contactless delivery i.e. Items are left outside the door or hung on the door handle.

35

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Other Services No-contact Service •

Services to be available on a “no-contact” basis upon guest request (i.e. In Room Dining, delivery of room supplies, etc.)

Turndown Service

•

Will be suspended as a daily service. Available on a request basis only and only if guest is not present in the room.

Amenities

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•

Needs to be packaged or boxed (i.e. pralines in box) wherever possible.

•

Fresh fruit should be replaced with pre-packed, dried fruits whenever possible. All amenities (if not packaged or boxed), need to be covered (i.e. glass cloche). Cling film should not be used due to visual outlook whenever possible.

•

For non-GC amenities, hotels may want to explore to offer complimentary drink voucher at check-in instead.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

Sample pictures

LAUNDRY

SEAA Rooms New Norm Guidebook V1.0

Laundry

General – ref. HQ Guidelines •

All Laundry staffs must be fully equipped and fitted in PPE as per guideline.

• • •

Face mask, gown and hair cover should be changed before meal break.

Disposable gloves should be changed after noticeable wear and tear.

Hands must be washed and sanitized after each change and when entering and leaving the laundry room.

•

All room linen and F&B linen to be collected in double up biodegradable bags.

Strengthen laundry ventilation by increasing fresh air exchange capacity to at least 10 times / hour, and clean FCU filters frequently.

Laundry of confirmed or suspected COVID-19 cases will be processed in water soluble bags and must always remain sealed.

Trolley used to carry soiled linen must be disinfected using Virex after each use.

Floor markers are in place to ensure social distancing while working.

• •

• •

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Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Laundry

Processing, Storage

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•

The laundry washer will pick up the separately bagged soiled bedroom and bathroom linen from the linen chute and transfer for washing.

•

Bedroom and bathroom linen must be washed separately and placed into the washer directly without pre-sorting.

•

All soiled linen must go through enhanced sanitizing process using either oxygen or chlorine bleach at 70C and washed for 25 mins at normal washing cycle.

•

When needed - To sanitise bedding feather products, including mattress toppers, duvets, pillows and cushions in dryer at 60 degrees for 45 minutes.

•

After washing and extracting process has been completed, a clean trolley must be used to transfer the linen for the drying and finishing process.

•

All freshly laundered linen must be kept covered in a clean linen trolley before transported to the guest floors Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Laundry Guest Laundry

Collection from Guest Room • • • • •

Colleague to wear facemask and disposable gloves. Gloves to be disposed after every collection.

Laundry must be collected at the entrance of the guest room and ensure safe distancing of 1.5 m if the guest is present in the room.

Colleague to ring the doorbell and announce him / herself. Then move away to practice safe distancing for the guest to open the door and to collect.

Guest room should only be entered if the guest is not present whenever possible.

Upon collection of guest laundry, the runner must not count or open the laundry bag.

Drop off at Valet Shop • • • 40

A health declaration form must be filled out by the external guest before accepting the laundry.

Upon collection of external laundry, the valet attendant must wear prescribed PPE to open the laundry bag and reconfirm the pieces received.

Valet attendant must seal the bag before sending to the Laundry for processing.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Laundry Processing

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•

During checking process, laundry must be counted and tagged simultaneously to shorten the time for handling of soiled laundry.

•

Pre-spotting of dirty laundry is suspended to avoid over exposure and cross contamination. Post spotting should be done after laundry has been washed.

•

Sorting table and tagging machine must be disinfected after each use using Virex.

•

During the washing process, the water temperature must be maintained at 70C and washed for 25 mins or more.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Laundry

Outsource Laundry

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•

If the linen washing is outsourced, a letter of expectations must be issued to the third-party vendor to ensure compliance of Shangri-La guidelines and standards.

•

To protect all staff from infection, hotel must notify the outsource laundry vendor ahead of time when sending potentially infected linen.

•

All soiled linen must always remain sealed counting is allowed on the hotel premises.

•

Vendor must separate soiled linen from clean linen during transportation.

•

All transport trucks and trolley must be cleaned and disinfected after each delivery.

and no

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

SEAA Rooms New Norm Guidebook V1.0

Laundry Delivery • • • • • •

• •

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Colleague to wear facemask and disposable gloves.

Laundry must be handed over at the entrance of the guest room and ensure safe distancing of 1.5 m if the guest is present in the room.

Colleague to ring the doorbell and announce him / herself.

Then move away to practice safe distancing for the guest to open the door and to collect.

Guest room should only be entered if the guest is not present whenever possible.

All clean laundry on hangers will be delivered in garment bags to avoid cross contamination.

All folded items will be wrapped and placed in the laundry basket.

For valet laundry, folded items will be packed in a biodegradable laundry bag.

Runner to ensure social distancing during delivery when guest is in the room.

Local Government Regulations must always be complied to as a minimum. Compliance to the guidelines is superseded when Local Government Regulations are more stringent. This document is for internal distribution and usage only.

ASSETS

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45

Shangri-La Cares Consumer Journey Touchpoints

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Signage KV

Mask Keep Safe / Pouch

Tent Card

DLP

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Shangri-La Cares Assets

Seal

Roll Out

Assets for Immediate Use:

Campaign Roll Out

Front of House: Poster - Landscape & Portrait TV Screens - 9:16 - 16:9 Te n t C a r d (A l l l i n ke d to QR co d e wi t h a d i re ct u r l to i nfo gra p hi cs) Restaurants - F&B signage x 4 - F&B Face Mask Pouch / Keeper B2B - Infographic & letter

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Signage - FOH Signage x 1 - Public Space signage x 5

Roll Out

Campaign Roll Out O P E R AT I O N S – D O N O T P R I N T Y E T Assets produced and pending Operational sign off for use.

J u l i a n W i p p e r t o u p d a t e G M ’s

- In Room Pledge Card - Room Seal / Hanger - In-Room Mask Keep Safe

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SEAA Rooms New Norm Guidebook V1.0

ANNEX All items are available on shared drive.

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•

Collaterals & Assets

•

In Room Guest Letter template

•

Cost Per Occupied Room Calculator

•

Time-Motion Study Calculator

•

SOP Cleaning Process Check out Rooms

•

SOP Guest Room Disinfection by Misting

•

Requirement list for purchases

•

Victory Electrostatic Sprayer - https://victorycomplete.com/

•

Alternative product - https://www.alibaba.com/showroom/ultralow-volume-fogger.html

•

Information on QR Code “Saba” and alternative solution. SLCB can be contacted for info on Saba (Giordano Faggioli – Resident Manager) & SLFM for internal solution. (SLFM Cynnia Chi – Director of Rooms & Rodrigo Celestial – IT Manager).

SEAA Rooms New Norm Guidebook V1.0

NEXT STEP

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•

Implementation for re-opening or targeted June 1 wherever possible currently if operating.

•

Please start producing collaterals locally based on assets provided.

•

Please support Diversey’s Training & Certification Program commencing June 15 latest.

•

Third party certification through BV (Bureau Veritas) is still under pilot at SLS. Future implementation will be communicated to the hotels after pilot has been concluded.

THANK YOU