Staff Welfare

• Team members will be given thorough training on Coronavirus best practice hygiene and staying safe prior to their return to work. All staff will be trained via an online portal and again when at the hotel by our management team and dedicated Hygiene Director
• Team members will be required to complete an online self-declaration questionnaire prior starting shift as well as signing a thorough Covid-19 Policy While Working.
• Team members will be subject to temperature checks prior to starting their shift at the hotel – staff who have a temperature of 37.8 degrees Celsius or higher with or without symptoms will be asked to go home and call 111. Team members will be asked to ensure they keep their line manager and human resources updated on their progress and wellbeing. Where the temperature is raised a second reading after two minutes will be taken to ensure accuracy
• Any team members suffering from Coronavirus symptoms will be asked to go home and call 111. Employees will be asked to ensure they keep their line manager and human resources updated on their progress and wellbeing
• Hand sanitizer will be located at staff entry and exit points. Staff will be asked to sanitize and wash their hands for twenty seconds with soap on arrival and departure
• Team members will be asked to ensure hand washing is carried out every 20 minutes during their shift. Hand sanitizers will be placed throughout the hotel and at operational hot points
• There will be allocated team changing facilities which will be cleaned and sanitized on a regular basis. Bins will be emptied on a regular basis and over crowding of changing facilities will be avoided. Team members rostering where possible will be staggered to maintain social distancing.
• Where provided, team members will be required to follow directional signage to ensure social distancing is maintained
• Team members will be required to change into their work uniform once they are at the hotel and not prior their shift.
• Team members will be provided with the necessary personal protective equipment while on shift to ensure their safety and the safety of our guests. Management will ensure the proper use of PPE. PPE will be disinfected, sanitized or disposed of accordingly
• Staff break times will be staggered to ensure the canteen is not congested and social distancing is in force. Hand sanitizer will be available in the canteen and staff will be required to sanitize their hands on entering and exiting the canteen. Bins in the canteen will be emptied on a regular basis. Tables will be cleaned and sanitized after use. The staff canteen will be cleaned and sanitized regularly through the day
• As part of the Coronavirus training scheme, employees will be required to follow the right etiquette for greeting one another and guests while maintaining social distancing guidelines (no handshaking policy). Team members will also be asked to adhere to the right etiquette when coughing or sneezing (the cup of their arm)
• For office-based team members we will ensure offices are rearranged to social distancing guidelines. Workstations will be disinfected on a regular basis and well ventilated. Where possible we will assign team members to work from home
• Internal staff meetings will be held online if applicable. If not applicable, meetings will be held in a room where furniture can be adjusted to ensure social distancing guidelines are maintained and the room is well ventilated with sanitizer readily available
• Team members will not be allowed to come to work if anyone from their household is showing symptoms of Covid-19
• Prominent signage will be affixed in back of house areas reminding employees to enforce strict cough and sneeze etiquette, hand washing and hand sanitization

Guest Care

Arrival

• Where possible all check in procedures will be done prior to arrival to reduce contact and time at reception
• Prior to arrival, guests will be sent our Covid safe experience and we ask guests to ensure that our protocols are adhered to and respected at all times while at the premises
• We ask that if any guest is showing symptoms of Coronavirus prior to arrival, to contact guest services and do not come to the premises
• Upon arrival guests will be subject to mandatory temperature checks. Guests who have a temperature of 37.8 degrees Celsius or higher, entry may not be possible into the hotel. Where the temperature is raised, a second reading after two minutes will be taken to ensure accuracy
• We encourage mandatory hand sanitation on arrival
• To reduce risk our buggy service to our golf facilities will be temporarily suspended.
• We request that luggage is kept in your car until your bedroom is available. Once your bedroom is available, we request that your luggage is taken to your room as we are temporarily not able to offer luggage storage facilities

Guests in House

• Guests will need to follow social distancing protocols at all times, even where there are no signs or barriers
• If a guest or non-resident guest becomes unwell during their visit to the hotel, we shall ask them to move to an area not in use by guests and follow government advice to gain medical assistance. Guests will be asked to return home and ensure our guest services team are notified.
• Enhanced cleaning procedures will be in place across the hotel, particularly in guest communal and dining areas as well as surfaces and touch points
• All public areas of the hotel will undergo a thorough fogging machine process to offer another level of cleaning and sanitising of pathogens
• Guests will be encouraged to ensure hand washing is carried out numerous times during their stay with us. Hand sanitizers will be placed throughout the hotel
• We will display signage in public areas to remind our guests to observe social distancing, handwashing and hand-sanitising
• Guest key cards will be disinfected after use
• The Duty Manager on duty will be able to answer any Covid-19 queries

Guest Bedrooms

• In-room, sanitation will follow enhanced cleaning procedures
• Frequently touched areas will be disinfected regularly: remote control/handles/toilet flusher/light switches/taps/in room phone
• All bedrooms will undergo a thorough fogging machine process prior to each new arrival, a secure seal will be visible to all parties to state when the room is ready for guests. This will also offer an additional level of cleaning and sanitizing of pathogens
• As per normal practise, all used linen will be washed and sent off site for industrial cleaning
• Each time a bedroom is cleaned, the housekeeping teams will ensure the outside doors are opened to ensure proper ventilation prior the next guest’s arrival
• All room attendants will wear personal protective equipment when cleaning guest bedrooms
• To reduce risk, dressing gowns will not be in your room, however, they will be available on request
• In-room tea and coffee making facilities will still be available
• Guest directories will be taken out of the room. All hotel information, along with menus, will be available within your conformation email and on online platform
• To reduce risk, our guest laundry service will be temporarily suspended

Guest Communal and Dining Areas

• Hotel furniture will be rearranged in such a way that it allows for proper social distancing. Tables will be set appropriately apart and our service teams will follow appropriate distancing
• All guest communal and dining areas of the hotel will undergo a thorough fogging machine process to offer another level of cleaning and sanitizing of pathogens
• The hotel’s numerous dining facilities will allow our guests to dine while complying with social distancing guidelines. We will also ensure that our terraces are fully prepared to offer our guests another outdoor dining option
• To reduce the risk of contact and congestion, we will be staggering our restaurant bookings. We advise you book in advance.
• Mandatory hand sanitation will be ensured by all our team members especially those involved within food service. Hand sanitizers will be placed back of house and throughout restaurants and service stations
• Frequently touched areas will be disinfected on a regular basis: Payment machines/tables/chairs/counters/surfaces
• We will display signage in public areas to remind our guests to observe social distancing, handwashing and hand-sanitising
• Table linen will continue to be changed after each party has left and laundered as per our guidelines
• Our conventional menus will be replaced by single use menus to comply with hygiene standards
• Cutlery, glassware, crockery and all other items will have been thoroughly cleaned and sanitized prior and after use
• On arrival, times for delivery of room service breakfast will be taken as there will not be a breakfast restaurant available.
• We will be offering a continental breakfast box alongside one hot item, or a grab and go option which will be explained on booking and arrival.
• We will continue to follow and observe strict food safety and good hygiene practices across all areas of the hotel and kitchen
• Furniture in guest areas will be regularly disinfected with anti-viral and anti-bacterial cleaning agents
• Cashless operation with contactless forms of payment only
• Restrooms will follow the same enhanced cleaning and sanitation as the rest of the hotel. Paper towels will replace our hand cloths to reduce risk. Hand sanitizer will also be available in the restrooms. We will provide pedal operated bins that will be emptied throughout the duration of the day and sanitized accordingly. Please ensure social distancing is maintained when making use of the restroom
• Clear signage will be displayed to avoid overcrowding in our lift – lift buttons will be sanitized on a regular basis. Team members will not be allowed to accompany guests in the lift and only guests of the same household will be allowed to use the lift together. We encourage the use of stairs in the property where possible

In-Room Dining

• To avoid risk of paper copies the room service menus will be available online and within your confirmation email
• We will minimize exposure in guest rooms as much as possible when delivering room service. Our team members will offer contactless delivery and collection by leaving trays outside the room after announcing delivery
• All food items will be covered in transit
• Mandatory hand sanitizing will be enforced pre and post-delivery of an order
• All items and condiments on your room service tray will be thoroughly cleaned and sanitized prior and after use
• We will continue to follow and observe strict food safety and good hygiene practices across all areas of the hotel and kitchen

Meeting & Events

• Meeting room furniture will be rearranged in such a way that it complies with social distancing guidelines. Tables will be set appropriately apart and our service teams will follow appropriate distancing
• We will sanitize all touch points and surfaces within our meeting rooms:
• Projectors/remote controls/door handles/pens & pencils/flip charts & markers/Coffee machines/tea & coffee condiments
• We will replace the paper notepads after each meeting adjourns
• There will no longer be buffet options available. We will provide individually portioned food and beverages to our guests
• Each time a meeting or private function has concluded, we will ensure the room is well ventilated, cleaned and sanitized
• Furniture in meeting rooms will be periodically disinfected with anti-viral and anti-bacterial cleaning agents
• We will provide pedal operated bins that will be emptied throughout the duration of the event and sanitized accordingly

Spa

•  A Limited range of spa treatments will be available on booking and timings will be staggered so as to allow social distancing guidelines
• Enhanced cleaning procedures will take place in the Spa and our treatment rooms, both which will undergo a thorough fogging machine process to offer an additional level of cleaning and sanitizing of pathogens
• Furniture throughout the Spa will be regularly disinfected with anti-viral and anti-bacterial cleaning agents
• Spa furniture and pool loungers will be rearranged and set appropriately apart in such a way that it allows for proper social distancing
• Social distancing measures such as, limiting the number of guests allowed to use the steam room, sauna, jacuzzi and swimming at one time will be in place
• A reduced Spa treatment menu will be available
• Treatments will need to be booked in advance to allow medical screening to take place. Covid-19 Consultation forms are required to be completed prior each guest treatment
• All Spa attendants and therapists will wear personal protective equipment when cleaning the spa and carrying out treatments
• All Spa treatment times will be staggered to keep within social distancing guidelines and to ensure treatment rooms are thoroughly cleaned and sanitized after each use
• Where possible treatment rooms will be ventilated after every treatment
• We will display signage in the spa to remind our guests to observe social distancing, handwashing and hand-sanitising
• Hand sanitizer stations will be placed throughout the spa. We encourage mandatory hand sanitation on arrival into the Spa or prior treatment
• Changing facilities in the spa will not be available. Hotel guests will be required to get changed and ready prior to their treatment or entering the spa
• All tester stations from the Spa boutique will be removed
• All therapists will complete training through Gateway workshops and Barbicide on coronavirus hygiene