OPERATIONAL REOPENING Reopening critical path 1 Immediate Senior

OPERATIONAL RE-OPENING

Re-opening critical path 1. Immediate (Senior Team, Nights, Maintenace) 2. Short Term (Admin/Office, Kitchen, Houskeeping, Reception, Porters, Breakfast) 4. Long Term (Bar, Leisure/Spa) 5. Undetermined (C&B, Events) 3. Medium Term (Dinner, Barfood/Restaurant, Room Service)

Immediate (Senior Team, Nights, Maintenace) Update all cleaning schedules and SOPs for all areas of the business Creation of leisure packages targeting new business segments – focus on USPs Update communications i. e. Pre-opening Newsletter, Website, Social media, booking confirmations, prearrival letters Order relevant PPE for updated procedures Order new internal collateral advising guests of new procedures Order any equipment required to adhere to new procedures, barrier posts, dispensers etc

Cleaning Schedules and SOP’s Update public area cleaning checklist, look at frequency and all surfaces In room cleaning SOP’s PPE for cleaning staff In room, what product is used

Communication Email communication to all guests with dates beyond known pre-opening. Highlight new cleaning and operational procedures that have been taken, include any information that is likely to impact on their experience, include some images where possible Website to display message alerts concerning the re-opening. Create a special COVID 19 pages with the new measures taken by Hotel. Perhaps some departmental best practice can be shared. Confirmation templates with new information, this should be available on all booking sites including OTAs Pre arrival email with updated information sent to all guests 3 days before arrival Social Media should contain information on new cleaning and operational measures, perhaps video messages from team members

PPE Order relevant PPE Sanitiser station locations Ensure suitable product is being used What are staff required to wear

Collateral and Equipment What is required and in which locations Design suitable signage to inform guest Use a caring tone of language Barriers for separation Dispenser equipment

Short Term (Admin/Office, Kitchen, Housekeeping, Reception, Porters, Breakfast) DEEP CLEAN OF ALL AREAS HOD’S TO TRAIN STAFF IN NEW WAYS OF WORKING AND ENFORCE THESE MEASURES MANAGE ROTAS SPACE OUT FURNITURE TO ENSURE SOCIAL DISTANCING IS ADOPTED IN ALL AREAS ENSURE RELEVANT INFORMATION IS IN PLACE FOR ALL GUESTS ADOPT BREAKFAST SERVICE, NO BUFFETS ENSURE ALL COMMUNICATIONS ARE UP TO DATE ENSURE SUFFICIENT SUPPLIES OF PPE AND OTHER CLEANING MATERIALS ARE IN PLACE

Arrival Reception • Front doors to be manned at all times, to regulate the flow of people in the reception. • Display information on entrance doors advising arriving guests of any measures in place and updated checkin procedures • Signage to be displayed advising of social distancing measures • Hand sanitiser to be available for guests immediate use • Lift to be used per room only, signage to this effect on lift doors • Registration card pre printed • Rooms pre allocated • Room keys pre cut and in envelope with welcome letter • Update in room information • All charges taken on check-in

Departure • Keys placed in a drop box • All invoices/receipts will be sent via email only • If guests require luggage storage, they will be asked to tag bags themselves and placed in suitable area • When returning luggage, staff to use PPE and leave at safe distance

Health and Safety • A thorough induction for the team on their return with adequate training on new cleaning regimes, hygiene practices, PPE training, distancing measures and new procedures. This ensures we are in-line with most other hotel brands and we are being responsible towards our guests and staff. • Managers to ensure these are being adhered and records kept daily. • Exercise common sense and caution, if any staff suspect anybody is symptomatic follow current guidance from GOV. UK • Risk Assessments to be continuously updated over the weeks as we introduce new control measures to our new ways of working.

Housekeeping Sufficient PPE in place Linen changes In room collateral

Kitchen Food preparation Stock ordering Service style

Breakfast Space tables out Tables service Menus Room Service

Medium Term (Dinner, Barfood/Restaurant, Room Service) CREATE NEW MENUS FOR ALL AREAS UPDATE SERVICE SOPS FOR ALL AREAS ENSURE SUFFICIENT SPACING IN PLACE BETWEEN TABLES ENSURE STAFF OBSERVE NEW SERVICE STANDARDS

Menus Limit choice for ease of service Table spacing Room service menu

Service SOP Strict guidelines on service and guest communication Payments Counter service?

Long Term (Bar, Leisure/Spa) PRODUCT AVAILABLE BAR DRINK MENUS ORDER/COLLECT TREATMENT SOPS SWIMMING POOL NUMBERS EQUIPMENT USAGE

Beverage Table or counter service Room service

Leisure/Spa Swimming pool use Minimum numbers PPE for treatments

Undetermined (C&B, Events) MAXIMUM NUMBERS SERVICE STYLE SALES AND CONFIRMATIONS MANAGING SPACE IN THE SHORT TERM

C&E Menus Christmas Buffets Confirmations – update wording