FOR YOUR HOTEL Comparability Study - Hotel Security Design
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YOUR COVID-19 SAFETY CHECK
FOR YOUR HOTEL
Comparability Study
This service is brought to you by
Sky Touch Global
The COVID-19 Risk Navigators
GLOBAL HOTEL SECURITY CONSULTING
Analysis of Global COVID Safety
z
Programs
COVID Best Practice in Hotels
z
COVID Comparability Study -
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Australia and Indonesia hotels in
direct comparison.
Novotel, Holiday Inn Express, Capri by
Frasers, Swiss Belhotel, SOL by Melia
Who has the highest rating?
www.hotelsecuritydesign.com
Reception Desk Novotel South Bank, Brisbane
The Quality of Global
COVID Safety Programs
This is how Sky Touch Global is taking Hotels and
Serviced Apartments under the microscope
In August 2020, Sky Touch Global carried out a comparability study in • Novotel South Bank, Brisbane
Australia and Indonesia and compared the COVID safety of medium • Holiday Inn Express, Brisbane
and large hotel chains. • Swiss-Belhotel, Brisbane
We have tested and analyzed the effectiveness of the program of • Capri by Frasers, Brisbane
Accor Hotels, the InterContinental Hotels Group, the Swiss-Belhotel,
• Meriton Suites, Southport, Gold Coast
Capri by Frasers and Meriton Suites as a mystery guest.
• SOL by Melia Benoa, Bali
With over a decade of experience inspecting hotels, our newest • Swiss-Belhotel, Bali
Mystery Guest Program is designed to identify travel risks for guests.
The performance of each individual COVID security program and its We have tested the following COVID Safety Programs:
integration into the existing hotel product is also examined.
Allsafe – Accor Hotels
Most importantly, we want to gain a better understanding of how IHG Clean Promise – InterContinental Hotels Group (IHG)
compatible global Safety Programs are with government regulations We Reassure and 10 Commitments to Health, Safety and
and whether there are any inconsistencies or similarities. As part of
Hygiene – Swiss Belhotel International (SBI)
the new marketing, hotel chains have published their COVID safety
guidelines online to let guests know what steps they have taken. We Frasers CARES – Frasers Hospitality
strive to rate hotels and find out what individual hotel groups do Stay Safe program - Meriton Suites
better than their competitor. Customer Experience Transformation Programme for
COVID-19 - Melia Hotels
Can hotel chains keep their promises and how are the individual
commitments carried over to the Australian market? We also want to
find out what impact COVID safety measure have on customer service The diversity of COVID Safety Programs
and if the safety for guests is in any form compromised.
Accor introduced intensified hygiene and preventive
To paint a realistic picture of the current situation in hotels, the Sky measures in all hotels to ensure safety. Elevated cleanliness pro-
Touch Inspectors checked in at the following hotels from August 22nd tocols and standards are provided. The ALLSAFE Safety Program is
to August 30th, 2020: verified by a third party and Accor promises that these standards
have been followed in all hotels. Compared to the other programs,
Accor offers guests access to healthcare professionals and tele-
medicine support from AXA.
1
IHG has based its IHG Clean Promise COVID Safety
Program on the IHG Way of Clean program launched in
2015. It was developed in collaboration with Ecolab and
Diversey - both world leaders in hygiene and cleaning
technologies and services. This program is now being
expanded to include additional COVID-19 protocols and
best practices.
While global brands such as Accor
Hotels or the InterContinental
Hotels Group invested significantly
into new signage, focus on cleaning
& disinfection and partnering with
global players, Swiss-Belhotel
International (SBI) takes a slightly
different approach and refers to a
64-page document about the hotel
standards and 10 Commitments to
Health, Safety and Hygiene.
Swiss-Belhotel Brisbane
The We Reassure Safety Program is a holistic method that looks at all aspects of the busi-
ness. SBI was one of the first hotel companies that released a promotional COVID safety
video with a clear message. Besides of increased hygiene standards, SBI goes a step
further and promises to comply with international standards for the maintenance of all
mechanical ventilation systems in accordance with the relevant inspection and cleaning
protocols. This is part of the international COVID-19 guidelines. SBI also made changes to
the room allocation and introduced a ‘24-hour breathing room period’ between guests
checking in and checking out. In my opinion, this is feasible as long as hotels are not
booked to capacity. Read more on page 3
Hotel Lobby Capri by Frasers, Brisbane
Fraser CARES instead is a robust Safety Program that stands out of the crowd.
The program is characterised by its distinctive regional approach. A sovereign
strategy that makes sense because it is easier to comply with local regulations.
It is also a more flexible way to manage COVID safety, because reinventing the
wheel is not always beneficial as local regulations have to be followed anyway.
The inspector stayed one night at the Capri by Frasers, which is in down town
where safety & security always comes first. He was able to experience first hand
what Fraser CARES is all about. He found knowledgeable staff behind acrylic Copyright © Sky Touch Global
Hotel Security Consulting PTY LTD.
barriers who provide professional and friendly service. Not only that, but he All rights reserved.
This document contains material owned
also found plenty of evidence that the program was implemented successfully, by Sky Touch Global and the report there of, may
and that the property is compliant with the COVIDsafe Plan of the Queensland not be reproduced in any form (except as legally
allowed for private use and study) without
Government. permission of the legal owner of the copyright.
2
My room, my temple - Parallel to the comparability study in Australia, New Covid-19 Cleaning Processes
we also visit the SOL by Melia, Bali in Indonesia to learn more about
how Melia Hotels prepare for a come back of Tourism. It is a very
engaging plan called the Customer Experience Transformation
Program for COVID-19.
Melia is also talking about a special prevention and maintenance plan
for air conditioning, to guarantee air quality and the disinfection of
terminal points and equipment.
At Melia it is standard that after disinfection of rooms and meeting rooms, all frequently used items and the
entrance to the room will be sealed. This was also found accordingly. A new signage system to inform
customers and the need for social distancing has at this property the corresponding Bali touch and a
holiday will actually still feel like a holiday.
Serviced-Apartments - The Sundale Meriton Suites on the Gold Coast has good
Covid Safe practices in place. The only time guests have to interact with staff is
at Check-in. Combining check-in and checkout automatically cuts the risk in half.
The Meriton Stay Safe program covers the fundamentals of the Australian gov-
ernment regulations. It is very gratifying that every employee wore a face mask.
The fact that a serviced-apartment is operated with far fewer staff than a nor-
mal hotel also generally means less interaction with personnel, which further
reduces the risk. Automated revolving doors are another safety benefit because
less touch points. Signage are within the range of expectations, is customised,
and sufficient for a Serviced-Apartment of this category.
The Exclusive Hotel Inspector Report
“Being a hotel inspector means
by Stefan Vito Hiller
Lead Hotel Inspector, Sky Touch Global giving constructive feedback”
Historically, a good Mystery Guest Report always talks about The hospitality in Queensland, the friendliness of the staff and the
guests’ experiences and mentions the things that didn’t go overall hotel experience were world-class in all the hotels that got
smoothly. The whole idea is to learn from customers, address the tested. Just because something is particularly good or bad in a single
difficulties in a management meeting, and use the feedback later hotel of group does not mean you have the same situation in every
for Quality Management. hotel of the same chain.
In summary, it can be said that social distancing measures,
improved cleaning and disinfection protocols, hand-sanitiser
However, they are also notable differences
stations and staff training are those topics most hotel chains have between the different COVID Safety
the same. Sky Touch can confidently confirm that this happening,
and it is taken seriously.
Programs. Especially when it comes to the
The industry has gone through a transformation and there are performance.
hotels that can be considered as safe travel destinations.
I have observed the front of house staff at every hotel I have Here are some examples:
stayed in and it is very appreciated that hands are disinfected
frequently. Good to see that staff have an awareness for the • Compliance - One property did not had acrylic safety barriers at
danger. reception. It is not a must but it became an industry best practice.
Floor stickers and signage with maximum elevator capacity were also
What I also noticed is that many hotels still struggling with going not available.
paperless and contactless payments to mitigate the risks of trans-
mitting communicable diseases. Health Declaration forms are still • Brand Recognition - One of the hotels state on the website,
filed out on paper and receptionist still do not use POS Terminals “ ...clutter like pens, paper notepad etc. ...”. Unfortunately, that wasn’t
to its full potential. the case in Brisbane this time as the room still contained a magazine,
a printed room service menu, and a desktop calendar.
3
• The COVID safety in Indonesia is a completely different ball game compared to
Australia. Almost the entire front desk at the Swiss Belhotel in Bali has acrylic barriers,
staff behind the barrier wear masks, PPE provided to guests, temperature controls at the
hotel entrance, and social distancing measures are taken to a whole new level.
In most hotels in Bali Vacant/Inspected Rooms are sealed, and guests can find COVID
amenities in the room; including disinfectants, wipes, face masks and gloves.
• Quality Controls - Enhanced cleaning protocols in hotel rooms is something all COVID
Safety Programs have in common. Without sounding to meticulous, If today hotel rooms
are cleaned more deeply as they say, why was there still a long brown hair on the vanity?
Swis-Belhotel Tuban, Bali, Indonesia Other than that, I am convinced that Clean Promise is a mature concept that has the
potential to sustain this crisis. Signage and staff competence was excellent.
• Risk Controls - Surprisingly, not all hotels request a health declaration form at check-in.
Only 5 out of 6 hotels asked to fill out a health declaration form. Compulsory temperature
screening before entering a hotel are now common in Indonesia, but not in Australian
hotels. The inspector was even screened before being allowed into the breakfast room. All
of this contributes of getting a high safety rating.
• Consistency - The restaurant in a 5 star hotel in the heart of Brisbane was also visited
twice for breakfast. Despite excellent social distancing, digital contact tracing, and a Sit
Holiday Inn Express, Brisbane Down Breakfast Buffet Service, only 75% of breakfast service personnel wore face masks.
It wouldn’t be too concerning if they weren’t involved in food handling, but they all did.
On both occasions, some chefs and some waiters served with a mask, while others who
put food on the plate didn’t. When hotels promise guests that all employees will wear a
mask, then this is associated with a certain responsibility for quality. It means also that
consistency is a defined label.
• Technology - One of the hotels offers the room service menu in form of a QR-code. The
code was part of an informative guest newsletter talking about COVID safety. The idea is
good, but the CODE didn’t take you to the online room service menu. An employee had
to bring a printed copy to the guest room. Try the code from the SOL à la carte breakfast
menu to see how you can do it too.
• Contactless - What has certainly changed in the hospitality industry is the way food is
served or presented. I was overly impressed with the room service experience at the
Novotel in Brisbane Southbank. The service was remarkable and for the first time it was
not necessary to touch and sign a guest check. Much thought has been put into making
Menu SOL by Melia Bali, Indonesia this a true Contactless Guest Experience.
Conclusion
Regardless of whether you are staying in a 3 or 4 star in Bisbane, the Hotels in Indonesia have surprisingly achieved a much higher
COVID security at the Holiday Inn Express and the Novotel is almost safety rating than Australian hotels. In a direct comparison of two
the same. The Holday Inn Express was the only property in Brisbane hotels of the same brand, we can even see that there can be major
that even earned an extra point for providing a complementary differences from country to country, regardless of international or
hand sanitiser package upon check-in. global group guidelines. There are indications that 5 star properties
and serviced- apartments score slightly more. This can primarily be
Accor as well as IHG are on top of their game, especially when it related to the product differences.
comes to the communication piece. Fraser CARES doesn’t look like
a big program, but when I compare it to all of the other hotels I’ve Ultimately, with COVID-19, hotels have learned a valuable lesson in
tested, this program has the potential to go a long way. The Melia the last half year. When hotels continues to manage COVID safety
approach instead is a completely different kettle of fish. with the aim to keep employees safe, guests are safe too, and vice
In my opinion, it’s not only a safety program, it is primarily a versa.
customer service oriented quality management tool. My advice to travellers is to not only rely on established hotel
chains but also to take your own precautions to reduce the risk
It almost seems that COVID-19 has brought some good changes of travel. Travel with a face mask, avoid confined spaces such as
to the hospitality industry. I have noticed a general increase in the elevators, wash your hands frequently and most importantly keep
motivation of hotel staff, it resolved some previous complacency social distancing. In general, hotel employees care about people
issues and staff & guest safety has today a new status. All positive because it is the nature of their business and they are trying
indicators that things develop in the right direction. everything in their capabilities and within reasons to keep people
safe.
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4
Comparability Study - Test Results
Novotel, Holiday Inn Express, Capri by Frasers, Swiss Belhotel, Meriton Suites,SOL by Melia
Novotel, Holiday Inn, SOL, Benoa
* Hotel inspection satisfaction Brisbane Brisbane Bali
22.08. - 05.09.2020 Inspection* Program Inspection*s Program Inspection** Program
Social distancing measures
P P P P P P
Cleanliness
P P - P P P
Contactless Check-in/out - P - P P P
Sanitiser stations
P P P P P P
Rearrangement of furniture
P P P P P P
Training
P P P P P P
Safe food service
P P P P P P
Additional cleaning / disinfecting
of Public Areas P P P P P P
Signage P P P P P+ P
Masks, barriers or shields for staff P P P P P P
COVID safety amenities in room - P P P P+ P
Removal of clutter in room P - P - P P
We have developed a Consistency Barometer to
measure the quality of COVID safety in hotels. An COVID Safety COVID Safety COVID Safety
early detection system that allows us to rate the
overall performance and compare hotels with each
Rating Rating Rating
other.
10 = highest and 1 the lowest, + = Excellent 8.6 8.6 10
Service delivery, temperature screening, risk control
and the way the Safety plan is managed are also
taken into account.
Capri by Frasers Meriton Swiss-Bellhotel
Brisbane Gold Coast Tuban Bali
Inspection*s Program Inspection*s Program Inspection*s Program
Social distancing measures
P P P P P P
Cleanliness
P P P P P P
Contactless Check-in/out
P+ P P+ P P P
Sanitiser stations
P P P P P P
Rearrangement of furniture
P P P P P P
Training
P P P - P P
N/A
Safe food service
Additional cleaning / disinfecting
P P N/A
P P
of Public Areas P P P P P P
Signage P P P P P P
Masks, barriers or shields for staff P P P+ P P+ P
COVID safety amenities in room - P - - P P
Removal of clutter in room
P - - - P P
COVID Safety COVID Safety COVID Safety
Rating Rating Rating
9.2 9.0 9.7 5
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