FOR HOTELS RECOMMENDED GUIDELINES - PHASE ONE - sha.org.sg
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PHASE ONE RECOMMENDED GUIDELINES FOR HOTELS
Recommended Guidelines for Hotels
- Phase One
This set of recommended guidelines serves to help
hotels in implementing additional precautionary
measures at various hotel touchpoints and staff
work environments during Phase One. This should
be read in conjunction with the “Updated 2 June
2020 COVID-19 Measures for Accommodation
Providers (Hotels)” document.
Inputs from Singapore Tourism Board, National
Environment Agency and Ministry of Health have
been sought for the purpose of this set of guidelines
that is developed by the Singapore Hotel
Association.CONTENTS • Recommended Guidelines for Guest Environment and Staff-Guest Interactions 1. Check-in / Check-out . . . . . . . . . . . . . . . . . . . . . 1 2. In-Room Environment and Services During Stay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3. Common Areas & Guest Facilities (F&B, Swimming Pools, Gyms, Others) . . . . . 5 • Recommended Guidelines for Staff Interactions and Work Environment . . . . . . . . . . . . . . . . . . . . . . 6
Recommended Guidelines for Guest Environment and
Staff-Guest Interactions
1. Check-in/ Check-out
Reduce capacity vi. Online pre check-in for guests
and inter-mingling is recommended to minimise
waiting time at the hotel lobby.
at hotel lobby
Hotels are required to authenticate
i. Terminals at the Front Desk to guests upon arrival and are
be spaced at least 1m apart, and with encouraged to explore facial
a 1m distance between guest and recognition solutions and tap on
Front Desk agent during interaction. STB’s E-Visitor Authentication (EVA).
ii. Install transparent shields/ vii. Signage should be erected in
plastic barriers at Front Desk. public/ shared areas to draw
iii. Re-configure placement of attention to safe distancing
furniture to ensure safe distancing measures.
measures are followed.
Adopt contactless processes
iv. Only guests with bookings that and solutions
are confirmed or allowed by relevant
government authorities are i. Where possible, prop open
permitted to enter the hotel. All entry doors or use automated doors
bookings should be verified by hotel to minimise contact with handles.
staff stationed at the lobby entrance ii. Sanitise key cards before
(e.g. via use of QR codes, etc.). handing over to guests. Where
v. Hotels should stagger their possible, hotels to offer mobile key
check-in timing for guests. cards to guests.
iii. Cash-free contactless
payment methods with softcopy
receipts sent via emails are
recommended.
1 Metre
1Recommended Guidelines for Guest Environment and
Staff-Guest Interactions
Hotel staff and guests to During check-out,
don Personal Protective hotels can implement
Equipment (PPE) contactless measures
i. All guests are to wear masks i. Cash-free contactless payment
upon entering the hotel and keep methods with softcopy receipts sent
them on when outside of their hotel via emails are recommended.
rooms during their stay. This excludes
children less than 2 years of age. ii. Key drop and express
check-out are recommended.
ii. All guests-facing staff are to
wear masks and gloves throughout
their shift. Staff are reminded to
Check-out rooms
sanitise gloved hands to prevent any i. Guest rooms to undergo
possible spreading of thorough cleaning as per NEA’s
microorganisms, and not to touch guidelines.
their faces.
Remove/ reduce
additional services
provided at hotel lobby
i. No valet services allowed to
minimise contact.
ii. Welcome drinks to be served in
guest rooms instead of lobby area.
2Recommended Guidelines for Guest Environment and
Staff-Guest Interactions
2. In-Room Environment and
Services During Stay
Mini bar items to be made iv. Placement of disinfecting
available only on request. wipes, anti-bacterial gels and soaps
in each guestroom.
Disable common ice
v. Where possible, guests can use
machines and water coolers voice-enabled assistants to adjust
for guests at room corridors. room environment settings
(e.g. lighting, TV, temperature).
Minimise interaction
between housekeepers Implement stringent
and guests cleaning and disinfection
i. Implement opt-in protocols, such as:
housekeeping services, and i. Use hospital grade
comprehensive cleaning to be done disinfectant materials.
only after guest checks out.
ii. Wash and treat bedding at
ii. Food ordered through room high temperature.
service and delivery of items such as
iii. Deep clean carpets and
toiletries, towels, etc. to be placed
upholstery.
outside room for pick up by guests.
Where possible, deploy autonomous iv. Extra disinfection of the more
delivery technology. frequently touched guest room
areas, including light switches, door
iii. Guests to be given bags for
handles, TV remote controls,
laundry, soiled towels and bedding;
thermostats, bedframe, nightstands,
they can then place these bags with
table tops, chair arms & backs,
the soiled items outside their rooms
curtain/ blind pulls, bins, hairdryers,
and contact housekeeping to do the
handles, switches, telephones and
pick up without having them enter
safebox buttons/ knob.
the rooms.
(More on next page)
3Recommended Guidelines for Guest Environment and
Staff-Guest Interactions
Implement stringent Review Heating,
cleaning and disinfection Ventilation and
protocols, such as: Air-Conditioning
v. Staff should wash their hands controls (HVAC) and air
between tasks, especially ‘clean’ and quality to ensure proper
‘dirty’ housekeeping tasks in the functioning of ventilation
room and avoid cross-contaminating
an area that has been cleaned and
and air exchange.
disinfected.
vi. Disinfect cleaning cloth in Adopt digital solutions
bleach or disinfectant between (eg. chatbots) to assist
rooms. Cleaning equipment should
guests where possible;
be cleaned and disinfected after use
in each room. Clean and disinfect this is to minimise the
housekeeping equipment and need for guests to
trolleys at least daily; in particular, approach hotel staff for
the equipment used in multiple assistance in view of
rooms must be thoroughly cleaned
safe distancing.
and disinfected.
4Recommended Guidelines for Guest Environment and
Staff-Guest Interactions
3. Common Areas & Guest Facilities
(F&B, Swimming Pools, Gyms, Others)
Food and Beverage v. Hotels can offer grab-and-go
i. Please adhere to the measures options for guests and inform
stated in Enterprise Singapore’s guests not to consume these items
(ESG’s) advisory. in public areas.
See https://www.enterprisesg.gov.sg/ vi. Hotels can design menus
covid-19/safe-distance. for single portions in place of
ii. Buffets are not allowed and bar sharing-size meal portions.
section of restaurants are not to
reopen. Common guest facilities
iii. To have digital menu for
(e.g. swimming pool,
in-room dining if possible. gyms, kids’ clubs, etc.)
i. All common facilities are to
iv. For guests’ in-room dining
remain closed till further notice.
service orders, items should be
packaged and left outside guest
rooms upon delivery. Guests
are to leave the items outside their
rooms after their meal. Room
service equipment should be
properly sanitised before and
after each use.
5Recommended Guidelines for Staff Interactions
and Work Environment
! Hotels must adhere to the MOM advisory
“New requirements for Safe Management Measures
at the workplace (updated as of 1June 2020)”.
Implementing a system iv. Special attention paid to
of safe management vulnerable hotel staff to enable
them to work from home or deploy
measures
them to another role within the
i. Detailed monitoring plan to hotel.
ensure compliance, appoint
Safe Management Officers to v. For hotel operations staff
implement and conduct checks. who cannot work from home, to
Implement comprehensive stagger working and break hours
hygiene and preventions training to reduce congregation at all
programmes for hotel staff. common areas including
entrances, exits, lobbies, canteens
and pantries (i.e. staggered
Reduce physical interaction
hours must be over at least three
and ensure safe distancing 1-hourly blocks, with not more
i. There must be no cross- than ½ of hotel staff reporting
deployment or interaction between to work within each 1-hour block).
hotel staff in different shifts, teams
or worksites. If cross-deployment vi. If not feasible for all staff to
cannot be avoided, then have stagger working and break hours,
additional safeguards to minimise to implement other measures to
risk of cross infection (e.g. no direct reduce congregation (e.g. arrange
contact with cross-deployed for staff to arrive/ depart via
personnel). different entrances/ exits, extend
service hours at staff canteen,
ii. Where hotel staff can perform boxed meals offered as alternative
work by telecommuting from home, to be consumed at staff’s work
hotels must ensure that they do so. stations).
iii. Conduct all internal and
external meetings between hotel
staff (e.g. handovers) and with
external stakeholders virtually,
where possible.
6Recommended Guidelines for Staff Interactions
and Work Environment
! Hotels must adhere to the MOM advisory
“New requirements for Safe Management Measures
at the workplace (updated as of 1 June 2020)”.
Precautionary measures Avoid socialising
by staff with colleagues
i. Staff to ensure uniforms are i. All social gatherings at
not worn during travel to and from workplace cancelled/ deferred.
work – to change out before leaving.
ii. Hotels to ensure staff do not
ii. Staff with interactions with congregate in groups in common
guests and their items (i.e. front areas (e.g. staff canteens, pantries,
desk, housekeeping, bell hop, water coolers, smoking corners,
laundry, F&B) should wear both etc.), with ≥ 1m safe distancing
masks and gloves throughout measures implemented.
the duration of their shifts.
iii. Stagger employee breaks,
iii. Place elaborate signage staff rest/ recreation and use of
throughout hotel back-of-house changing areas to avoid
as reminders for activities congregation.
such as proper handwashing,
sneezing etiquette, and proper
disposal of protective gear.
7Recommended Guidelines for Staff Interactions
and Work Environment
! Hotels must adhere to the MOM advisory
“New requirements for Safe Management Measures
at the workplace (updated as of 1 June 2020)”.
Safe distancing measures v. All back-of-house staff areas
and cleaning/disinfection must have increased frequency of
cleaning, including dining rooms,
i. Staff canteen and pantries staff entrances, locker rooms,
to practise safe distancing measures staff restrooms, laundry rooms
as stipulated in ESG’s advisory. and staff offices.
ii. No buffets allowed in staff Shared tools and equipment should
canteens. be disinfected before, during and
iii. Personal items including after each shift or anytime the
reusable food and beverage equipment is transferred to a new
containers, cups, may not be used staff. This includes phones, radios,
at pantries until further notice. computers, payment terminals,
Water coolers and coffee brewers kitchen, etc.
with disposable cups and vi. Review HVAC and air quality
refrigerators may continue to be to ensure proper functioning of
used with proper hand hygiene ventilation and air exchange;
and high touch surface disinfection. deploy air cleaning technology to
iv. Deploy contactless access disinfect air in work environment
controls and technology (e.g. where ventilation is not strong.
autonomous carrying robots) to
minimise need for physical
touchpoints where possible and
frequent disinfection of
touchpoints.
Safe
Distancing
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