While Romanian authorities are contradicting each other regarding the large or small relaxation on May 15, the Italians have sat down at the same table and created a protocol for those in the HORECA industry. The document is called "Safe Welcome" and represents a first set of measures that must be implemented by hoteliers and those who offer accommodation to prevent the spread of the SARS COV2 virus.
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Since the introduction, the Italian authorities have stated that the set of measures is addressed to establishments with accommodation facilities with reception, additional services and equipment where accommodation is provided and, in most cases, food and drinks are served. And the purpose is clear: “ measures to be adopted to mitigate the risk of transmission of Covid-19 infection.”
This document was drawn up by a special team including Federalberghi – the most representative association of tourism businesses in Italy, experts from Confindustria Alberghi – the Italian hoteliers’ association and Assohotel – the Italian Hotel Entrepreneurs’ Association. They worked under the supervision of Prof. Pierluigi Viale, from the University of Bologna, director of the infectious diseases operating unit of the Polyclinic of S. Orsola, and the Italian Red Cross also collaborated in the elaboration of the document.
At the reception and in other common areas, social distancing is mandatory
The first indication of the experts is that the hotel staff should remind tourists that all the measures taken are precisely to protect them. “At the reception and in other common areas, it is always mandatory to respect interpersonal distance (at least one meter between one person and another or the widest distance defined by any local authority ordinances). To facilitate compliance with the distance, it is recommended to apply information signs and/or delimit spaces (for example, with stickers to stick on the floor, poles, route indicators, etc.). If possible, differentiate entry routes from exit routes. Avoid shaking hands, hugging or kissing guests and coworkers,” the document also specifies.
Hand sanitizers with a concentration of 60-85% alcohol should be made available to staff and guests if possible for each reception area. Also, the reception staff must be equipped with personal protective equipment: gloves (if necessary); the mask.
The time spent in the reception area should be reduced as much as possible by the following measures:
– the receptionists to ask the guests to send the hotel, before arrival, all the information necessary for registration, as well as a copy of the identity document that will be displayed on arrival, providing guests with information about the processing of personal data;
– if possible, use automatic registration and authorization systems (self-check-in, electronic keys, etc.), without prejudice to the need to verify the identity of the guest using the original identity document and obtain authorization to charge your credit card credit;
– in case of multiple bookings (groups, family groups, etc.) invite the group leader or family representative to act alone through the check-in procedure and for all other needs contact the reception directly; request the room list up to one day before arrival; the keys, together with the luggage tags with the room number, will be given to the group leader or family representative who will distribute them to the guests;
– if possible, use virtual concierge or similar guest information systems to minimize opportunities for contact with reception;
– encourage the use of priority check-out and self-check-out procedures, without prejudice to the need to request the signing of relative authorizations (so-called "Priority Exit Agreement" and "Delayed Loading Agreement").
– whenever possible, avoid or limit to what is strictly necessary the contact of hands with guests' objects (for example: invite guests to keep the key during the entire stay; view identity documents without touching them; favor payments with contactless systems; etc. .).
– room keys must be cleaned or replaced with each change of guests. Cleaning should also include the key ring.
– it is the right of the guest to ask the cleaning staff not to enter the room.
-gloves are required for handling luggage.
Masks, disposable gloves and surface disinfectant, where possible, will be made available to guests who request them, possibly for a fee.
The use of elevators must allow the observance of social distancing
Social distancing in the elevator also does not apply to members of the same family or to those who share the same room. Elevator buttons should be cleaned frequently. It is recommended that the parking of any car be done by the guest. If this is not possible, before entering the guest's car, the parking operator must wear gloves and a mask, ventilate the passenger compartment and ensure that the air conditioning is turned off. Each object (eg bicycles, computers) provided to guests for use by the accommodation structure must be sanitized before and after each use. To limit contact with staff and guests, contractors and suppliers of goods and services entering the hotel structure should preferably use dedicated routes, as well as all safety measures and systems to prevent the spread of SAR VOC 2.
Even though it is likely that staff and guests are already familiar with the sanitary precautions, it is advisable to remind them of their content by posting appropriate signs in the common areas of the floors. On floors and other work areas, it is always mandatory to observe social distancing (at least one meter between one person or the widest distance defined by any local authority decision). In the common areas on the floors (corridors, landings, lifts), dispensers with a concentration of 60-85% alcohol must be available to guests for hand hygiene.
The staff responsible for cleaning and renovating the rooms and for cleaning the halls and common areas will be equipped with individual protective devices necessary for the proper performance of the work entrusted to them:
– gloves;
- the mask;
– hair cap (if necessary);
– suitable footwear to be sanitized (if necessary).
Waiters and cooks, who are in direct contact with food, must wear a mask and must wash or sanitize their hands frequently with disinfectant
To facilitate distancing, they can be used to serve breakfast/lunch/dinner and other areas inside and outside the accommodation normally intended for other uses. Tables must be positioned so that guests are at least one meter apart, except for families or individuals sharing the same room or housing unit. Waiters and cooks, who are in direct contact with food, must wear a mask and must frequently wash or sanitize their hands with alcohol gel. Tablecloths must be replaced with each change of tourist/tourists. If stain covers are used above the tablecloths, it is enough to replace the latter. When protective covers are not used, the table must be cleaned after each service. Items used for a service (bread basket, condiments, single-serving sugar bowl, etc.) cannot be made available to new guests without proper sanitation. Alternative solutions such as single-use products can be adopted. Buffet service can only be carried out if distancing can be guaranteed and crowding avoided (eg with stickers to stick on the floor, poles, road signs, etc.). The food displayed on the buffet must be adequately protected. If it is not possible to install drop protection, guests as well as administration staff should be equipped with masks.
At each service it is necessary to clean and disinfect all surfaces of the buffet.
In meeting, conference and event areas, as in other common areas, social distancing is always mandatory.
Intervention system in case of detection of a case of SAR COV2 infection in the hotel
If a person present in the accommodation space (guest, collaborator, etc.) has a fever and symptoms of a respiratory infection (dry cough, fever, sore throat, breathing difficulties), they must promptly notify the company's management.
If the person showing the symptoms is an employee or co-worker, they should stop working immediately. The communication must be made by phone, through the reception (for guests) or through the personnel office (for employees, collaborators, etc.). The company management promptly informs the competent health authority (by contacting the emergency numbers for Covid-19 indicated by the region) and the competent doctor.
To minimize the risk of contagion, pending the arrival of medical workers, the following measures should be taken:
– force him to wear a surgical mask;
– minimizing contacts with other people;
– direct him/her to a room or an isolated environment, with the door closed, ensuring adequate natural ventilation;
– turn off the air recirculation system, if possible;
– any form of assistance must be carried out by persons in good health, using appropriate personal protective equipment; only in this case face protection devices, clothing covers and FFP2 mask are used;
- wash your hands well with hydroalcoholic solution before and after contact with the person or the environment; pay special attention to body surfaces that may have come into contact with the patient's fluids (respiratory secretions, urine, feces);
If an employee or collaborator reports from home that they have symptoms or suspicion of infection with the Coronavirus, they will need to stay at home and seek immediate medical attention.
