COVID-19 INFORMATION

The safety of our Guests and Team has always been of paramount importance to us. In the current climate, we have made several additional enhancements to our usual operation as follows:

The government has put in place a legal requirement that upon arrival, all guests from your party will need to register contact details either via the NHS COVID-19 Test and Trace app or manually with us. This is to ensure adequate COVID tracking is in place. We are not able to permit access to the Hotel without this.

7 Safety Steps:
- Reasonable Physical Distancing
- Hand sanitiser for staff & guests throughout the hotel & restaurant
- Face masks required for guests & staff in public places
- Minimum contact between staff & guests
- Stringent hygiene measures
- Risk assessments & staff training
- Temperature monitoring for all staff & guests

Oakley Hall Hotel
Staying COVID-19 Secure

At Oakley Hall Hotel we care deeply about our family of employees and our guests. When we decided to close the hotel in March, we did it with a heavy heart but knew it was in the best interest of our employees and guests. We also understood that asking our employees to stay at home during the pandemic was going to be a challenge. We were delighted to re-open our doors on 3^rd August and welcome back our employees along with new and returning guests to the Hotel.

The World Health Organisation declared the spread of COVID-19 as a pandemic, and potentially affecting citizens in many countries in varying numbers. It is an accepted fact that people with underlying health problems are at significant risk from the more severe forms of the illness.

Staff working in hospitality are in close proximity by providing a service to guests within the hotel. In general, the risk of them falling ill to the virus is the same as in the general population and their local community. However, they will be at greater risk of suffering the more severe forms of illness if they too have underlying health problems associated with increased risk.

The hospitality industry is one of the hardest hit sectors and we worked tirelessly behind the scenes during the closure to re-evaluate the business and move hundreds of reservations and events including many couple’s special day. When deciding the best possible time to re-open, it was imperative that we did so as safe as possible for all of employees and guests.

This plan presents what we have done to keep our guests, employees, and our community safe. Each operating department has its own customized set of procedures, even more detailed than the summary presented here. It relies on the best available scientific guidance on making Oakley Hall Hotel a ‘Covid Secure’ workplace. We will continue to refine and update the plan as we feel is necessary to do so and always in line with the following Government Guidance. https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19/hotels-and-other-guest-accommodation

Of paramount importance is the health and safety of our staff and guests. From the 3^rd August we have re-opened our beloved Hotel, yet we strongly support the national effort of the social distancing measures. Many rural hospitality businesses, such as us, operate from re-purposed buildings, where 2 metre spacing is physically difficult to achieve. Where 2 metre distancing is not possible, we will practice 1 metre + with risk mitigation. We have however, put in numerous measures to keep every person in the Hotel safe.

What is Coronavirus?

The World Health Organisation defines coronaviruses as a family of viruses that cause infectious illness ranging from very mild to very severe diseases such as Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV). COVID-19 is a new strain which originated in China at the end of 2019. It has since spread to other countries initiating a global public health emergency.

WHO is working hard with counties worldwide to control the outbreak and has labelled it a pandemic. This means that the disease has become established in a number of countries, including the UK, and is spreading from person-to-person.

How is Coronavirus Spread?

People can catch COVID-19 from others who have the virus.

It is understood that the virus moves from person to person in droplets from the nose or mouth which are spread when a person with COVID-19 coughs or exhales. In addition, the virus can survive for a certain amount of time out of the body on surfaces.

People can catch COVID-19 if they breathe in the droplets or touch infected surfaces and then touch their eyes, nose or mouth.

There is currently no evidence that people who are without symptoms are infectious to others.

What Are the Symptoms?

The most common symptoms are a high temperature, a new, continuous cough and a loss or change to your sense of smell or taste.

COVID-19 is particularly dangerous for people with weakened immune systems, for older people, and for those with long-term conditions such as diabetes, cancer and chronic lung disease.

Information

This organisation will keep up to date with the latest public health and government information about the risk of coronavirus in the UK. The General Manager for the Hotel will maintain close links with local health protection teams and will be responsible for circulating essential information to staff and Hotel guests.

The Hotel will comply fully with official advice, including Guidance for Hospitality settings on COVID-19, published by Public Health England.

Infection Control and Prevention Procedures

This Hotel believes that general adherence to high standards of infection prevention and control is the best way to prevent the person-to-person spread of pathogens such as coronavirus and maximise the safely of staff & guests. To achieve this the organisation’s infection control policies and procedures will be implemented in full, especially those related to effective hand hygiene, sanitisation and environmental cleaning.

The Hotel Manager and supervisory staff should make sure that people: –

• cover their mouth and nose with a tissue or their sleeve (not their hands) when they cough or sneeze
• wear a face covering in all public areas of the Hotel
• put used tissues in the bin immediately
• wash their hands with soap and water regularly for 20 seconds and use hand sanitiser gel (at least 60% alcohol) if soap and water are not available
• avoid close contact with people who are unwell
• avoid touching their eyes, nose, and mouth with unwashed hands
• clean and disinfect frequently touched objects and surfaces

Staff should comply fully with hand sanitisation policies and procedures. Managers will ensure that policies are supported by the provision of appropriate resources such as hand sanitiser gels.

Environmental cleaning will be increased while the danger of a pandemic exists. Regular cleaning of frequently-touched hard surfaces with a suitable disinfectant and cleanser will be carried out.

The General Manager will liaise with the local health protection team if any member of staff or resident is suspected to be infected with coronavirus or comes into contact with someone suspected to be infected with coronavirus. In such cases the individual who is unwell should book a COVID test as soon as possible or 999 if an emergency (if they are seriously ill or injured or their life is at risk). A staff member should call on their behalf if the person affected is not able to comply.

Staff Health and Self-Isolation

Government strategy is to ask people to self-isolate in their homes where they have symptoms of COVID-19 infection or think that they might have the virus.

Staff who are unwell with suspected COVID-19 or who have come into contact with an infected individual or who share a household with someone who is unwell should not come to work but must comply with the latest government advice about self-isolating themselves in their home.

The guidance states that: –

• people who have symptoms of infection (a high temperature, a new, continuous cough and a loss or change to your sense of smell or taste) and live alone should self-isolate by staying at home and not leaving their house for 10 days from when the symptoms started
• those who live with others and one person has symptoms should self-isolate as a household for 14 days from the day when the first person in the house became ill.

All staff who are self-isolating must inform their line-manager as soon as possible that they will not be in to work.

Monitoring and Review

This policy will be continuously monitored and updated to take account of any changes to the official advice provided about coronavirus.

1. Employee & Guest Health

The health and safety of our employees and guests is our number one priority.

Employee Risk Assessment. To exercise a duty of care to staff, the Hotel will risk assess all employees and identify who would be at risk of the more severe forms of the illness if they succumb to it and take the appropriate preventive and risk control measures.

This risk assessment can be used to help assess any significant risks as a self-assessment or joint assessment with the individual concerned. It should supplement the contingency measures in place in the event of any staff member with or without pre-existing conditions showing symptoms or having been in contact with people who have tested positive from the virus or been ill with it.

Thermal Digital Thermometers. All employees, Guests and contractors will enter through one point of entry into the hotel to ensure that the 24-hour manned reception conducts a non- invasive temperature check using an infrared digital thermometer. This will be documented for a short period. Anyone displaying a temperature of 37.6°C or above will be taken to a private area for a secondary temperature screening. Employees or guests confirmed to have a temperature of 37.6°C or over will not be allowed entry to the property and will be directed to the nearest Government COVID -19 testing centre. In addition to this, all staff will be asked to check daily for any COVID-19 symptoms.

Social Distancing. Guests will be advised to practice Social distancing by standing at least two metres away from other groups of people not traveling with them while standing in lines, using hotel lifts or moving around the property. Restaurant tables, and other physical layouts will be arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to practice social distancing by standing at least two metres away from guests and other employees whenever possible.

Hand Sanitizer. Hand sanitizer dispensers, have been placed at key guest and employee entrances and contact areas such as, reception areas, restaurant entrances, meeting and event spaces, lift landings, and general corridors. Hand lotion will be provided in public toilets, guest bedrooms and throughout the back of house for employees.

Front of the House Signage. There will be health and hygiene reminders throughout the property including the proper way to wear, handle and dispose of masks and reminders on the social distancing policy. Display ‘Staying COVID-19 secure in 2020’ poster from the government.

Back of the House Signage. Signage will be posted throughout the property reminding employees of the proper way to wear, handle and dispose masks, use gloves (in positions deemed appropriate by management), wash hands, sneeze and to avoid touching their faces. Display ‘Staying COVID-19 secure in 2020’ poster from the government.

Employee & Guest Health Concerns. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 to management. We will be ready to provide support to our guests. Employees are instructed to stay home if they do not feel well and are instructed to contact a manager if they notice a co-worker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (employees) or hotel reception (guests).

Case Notification. We strongly recommend when available that you download the government approved “Track & Tracing” application to ensure we are all alerted to any guests who may pose a risk of spreading COVID -19. If we are alerted to a presumptive case of COVID-19 at the hotel, we will work with Track and Trace Programme to follow the appropriate actions recommended by it.

2. Employee’s Responsibilities

Oakley Hall Hotel Employees are vital for an effective sanitation and health programme.

Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread of virus. All employees have been instructed to wash their hands, or use sanitizer when a sink is not available more often (for 20-seconds) and after any of the following activities: using the bathroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering and leaving the building, going on break and before or after starting a shift. There is access to over 70 hand sanitizers throughout the building and staff will be encouraged to use at regular intervals.

COVID-19 Training. All employees will receive training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food & Beverage, Reception and Sales Team. This will include

– effective hand and respiratory hygiene
– physical and social distancing
– correct use of PPE and waste management
– premises hygiene and cleaning

Personal Protective Equipment (PPE). Appropriate PPE will be worn by all relevant employees based on their role and responsibilities and in adherence government guidance. Training on how to properly use and dispose of all PPE will be mandatory. Depending on their roles, relevant employees entering the hotel will be provided a mask and required to wear that mask while on property. Gloves will be provided to employees whose responsibilities require them as determined by management including housekeeping, kitchen and all those who have direct contact with guests.

Time and Attendance. Hand sanitizer will be available at the ‘clocking in’ machine and employees will be required to sanitize their hands before and after clocking in. Our management team will ensure constant communication and proper PPE and sanitation procedures are followed and updated as per the latest government guidance.

3. The Guest Journey

Guest Arrival

Guests will be temperature checked and asked to use hand sanitizer on arrival. Appropriate signage will also be prominently displayed outlining correct social distancing practices in use throughout the hotel.

• Guests will enter the hotel through the main front door that will be propped open, weather depending. All door handles throughout the building will be regularly sanitized.
• Employees will not open the doors of cars or taxis.

Hotel Guest Lifts

a) An employee will sanitize the button panels at regular intervals.
b) Signage will be posted to explain the current procedures.
c) No more than two guests unless of the same household will be permitted per lift.

Guest Sanitation Amenities

a) Each guest will have access to over 70 hand sanitizers throughout the building and will be encouraged to use at regular intervals.
b) Hand Lotion is provided in each guest bedroom along with all other bathroom amenities to encourage good hygiene practices.

4. Cleaning Products and Protocols

Our hotel uses cleaning products and protocols that are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens. We are working with our suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE. All disposable PPE will be disposed of in a number of appropriate bins throughout the Hotel.

Public Spaces and Communal Areas. The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, reception desk, lift and lift buttons, door handles, public bathrooms, room keycards and locks and stair handrails, dining surfaces and seating areas.

Guest Rooms. Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, tap handles, telephones, in-room control panels, light switches, in room safe, temperature control panels, luggage racks and flooring. All guest magazines and hotel promotional material has been removed to help with infection control.

Laundry. All bed linen and laundry will be changed daily and continue to be washed at a high temperature. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.

Back of the House. The frequency of cleaning and sanitizing will also increase in high traffic back of house areas with an emphasis on the employee staff room, employee bathroom, office and kitchens.

Shared Equipment. Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen equipment, engineering tools, cleaning equipment, keys, time clocks and all other direct contact items used throughout the hotel.

Room Recovery Protocol. In the event of presumptive case of COVID-19 the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by ‘fogging’ disinfectant into the empty room to fully disinfect every surface.

 

5. Locations for the Distribution of Personal Protection Equipment (PPE)

FRONT OF THE HOUSE	BACK OF THE HOUSE
Reception	Reception
	Department Specific Locations Including Kitchens, Housekeeping & Office

6. Social Distancing

Throughout the Hotel we will meet or exceed the guidelines on social distancing.

Queuing. Any area where guests or employees’ queue will be clearly marked for appropriate social distancing. This includes check-in, check-out, lift areas, bars and dining areas.

Hotel Reception. Reception will utilize every workstation available to ensure separation between employees whenever possible.

Restaurants and Bars. Restaurants and bars will reduce seating capacities to allow for a minimum of two metres between each seated group/party of guests. Following the Government’s recent announcement, from Monday 14th September we will no longer be taking bookings of more than 6 people. We are sorry if your household or support bubble is over this number but to keep it simple, we will only be taking a maximum of 6 people for Restaurant bookings until further notice.

Meeting and Event Spaces. Meeting and banqueting set-up arrangements will allow for social distancing between guests in all meetings and events based on government guidelines. https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19/hotels-and-other-guest-accommodation Self-serve buffet style food service will be suspended and replaced by alternative service styles.

Back of the House. Social distancing protocols will be used in the employee staff room, uniform changing rooms, shared office spaces and other high-density areas to ensure appropriate distancing between employees.

7. Public Areas

Cleaning & Sanitizing Protocol

• Employees to sanitize the following areas regularly depending on level of business:
• Guest lifts
• Staircase handrails
• Hotel entry doors
• Employee smoking areas
• Guest Smoking Areas
• Electric Car Plug in Points
• All door handles and push plates that are regularly used and not held open automatically
• Waste Bins
• All Front of House (FOH) bathrooms

8. Reception

Cleaning & Sanitizing Protocol

a) Sanitize all guest touchpoints after each transaction including PDQ Credit Card Devices, pens and reception countertop
b) Room keycards to be sanitized before encoding
c) Offices, Reception Desk to be deep cleaned and sanitized upon a shift change
d) Bedroom Keycards should be left in guests bedroom on check out or returned to the ‘return keycard box’ on reception to act as a mid-point in returning key cards.

Social Distancing Protocol

a) Restructure office desk to provide Perspex screening with appropriate two metre spacing
b) Floor Signage for guests to observe two-metre social distancing
c) Reception to provide guidance to arriving and departing guests to ensure social distancing measures are followed during the guests stay
d) Implement peak period queueing procedures, including a Reception Greeter, when the number of guests exceeds the reception capacity
e) Employees to communicate to guests behind the sneezer shield only

Guest Considerations

a) All hotel interior doors to be held open where possible by fire alarm integrated door magnets to minimise guest contact
b) All guests will have a link to this document with their bedroom confirmation
c) Guests will be advised to have an automatic checkout with their card automatically charged and their receipt emailed to them to reduce the number of face to face contact.
d) Only Card payments are allowed. No cash will be accepted
e) Where possible, we will leave a departed bedroom free for a period of time before allocating for a new arrival.
f) Unfortunately, luggage assistance to bedrooms is suspended unless exceptional circumstances

9. Housekeeping

Cleaning & Sanitizing Protocol

a) Housekeeping trolleys and equipment to be sanitized at the start and end of each shift
b) Guest linen will be delivered and removed from guest rooms in single use sealed bags
c) All items stored on shelves in the Housekeeping locker rooms are placed in bags and not exposed to the open air when not in use
d) Back of house bathroom will be sanitized at least once every four hours
e) Enhanced schedule of cleaning bed runners, scatter cushion covers and all other soft furnishings by spraying with an approved sanitising solution, which is effective in killing Covid-19 but otherwise harmless to you and us.
f) House phones, in unsupervised/controlled areas, to be sanitized regularly
g) Gloves, facemasks and disposable aprons will be worn by Housekeepers at all times.

Social Distancing Protocol

a) Minimize contact with guests while cleaning hotel rooms; housekeeping attendants will offer to return at an alternate time for occupied rooms

Guest Considerations

a) All reusable collateral to be removed from rooms; critical information to be placed on single use collateral and/or electronically posted (in coordination with Room Service)
b) Disposable collateral to be disposed and changed after each guest
c) Newspapers and magazines will continue to be provided through our website for guests to access on their own devices when connected to the guest Wi-Fi network
d) Guest Turndown is suspended until further notice
e) Specific sanitation consideration will be paid to the following guest bedroom areas:
• Desks, tables and chairs
• Phones and remotes
• Air Conditioning Thermostats
• Cabinetry, pulls and hardware
• Doors and doorknobs
• In room safe
• Bathroom vanities and accessories
• Bathroom fixtures and hardware
• Windows, mirrors and frames
• Lights and lighting controls
• Wardrobe, hangers and other amenities

10. Restaurant, Bars & Lounges

Cleaning & Sanitizing Protocol

a) Host Desk including all associated equipment to be sanitized regularly depending on business levels
b) Service stations, service trollies, beverage stations, counters, handrails and trays, when in use, to be sanitized regularly depending on business levels, but never less than 6 times a day, and logged by a manager
c) POS terminals to be assigned to a single server where possible and sanitized between each user and before and after each shift. If multiple servers are assigned to a POS terminal, servers will sanitize their hands after each use
d) Dining tables, bar tops, stools and chairs to be sanitized after each use, dining tables will be kept to a minimum, seasonings and condiments, Glasses etc will be laid as required.
e) Where possible, condiments to be served in single use containers (either disposable or washed after each use)
f) Bill presenters, pens and all other reusable guest contact items to be either sanitized after each use or single use
g) Menus to be laminated and sanitized between each guest or single use and/or disposable
h) Existing placemats to be removed, single use disposable napkins will replace all linen napkins
i) Sanitize trays (all types) and tray stands sanitized after each use
j) Storage containers to be sanitized before and after each use
k) Food preparation stations to be sanitized regularly depending on business levels
l) Kitchens to be deep cleaned and sanitized at least once per day
m) Unless required, we will avoid the use of the air conditioning system by prioritizing radiators for heating or fresh air (by opening windows & doors) for cooling
n) When taking a booking, we will remind the guests that they should come down to the restaurant only when a table is available/booked to avoid crowding.

Social Distancing Protocol

a) Hostess’ and managers to monitor social distancing at entries, waiting areas and queues (in addition to signage)
b) Peak period queuing procedures to be implemented when guests are not able to be immediately sat
c) Tables to be utilized with appropriate social distancing between each family or traveling party (two metres or as otherwise advised by government guidance)
d) Bar stool will be removed to provide appropriate social distancing
e) Employees to communicate to guests maintaining social distancing and where possible assigning a single staff member per table.
f) We ask that guests who are staying with us use the bathrooms in their bedrooms. If you are not staying with us we request that you follow the social distancing measures we have displayed on our signage when using the public bathrooms.

Guest Considerations

a) All self-serve condiments and utensils to be removed and available from restaurant staff
b) All straws to be wrapped
c) No placing paper napkins on a guest’s lap or refolding
d) Bar snacks will be served per individual guest and not shared by the table
e) All food and beverage items to be placed on the table or other surface instead of being handed directly to a guest
f) Only Card payments are allowed with contactless being encouraged for all transactions under £45. No cash will be accepted
g) Breakfast buffet will be readjusted, and all items will be individually packed.
h) Breakfast takeaway box to be available and pre ordered on check-in for guests to pick up from the restaurant host station the following morning

11. Room Service

Cleaning & Sanitizing Protocol

a) All equipment will be sanitized prior to use

Social Distancing Protocol

a) Set food on trays outside guest room and notify the guest by a door knock (plate covers remain) – guests will retrieve their own tray
b) Complimentary room service until further notice
c) Request that guests notify reception when finished with their meal and place their tray outside of their room
d) Reception to notify the room service team to collect the used tray as soon as possible

Guest Considerations

a) Room service menu available on guest television

12. Meetings and Events

Cleaning & Sanitizing Protocol

a) All shared equipment and meeting amenities to be sanitized before and after each use, or be single use if not able to be sanitized
b) All linen, including underlays, to be replaced after each use
c) Clean and soiled linens to be transported in sealed bags into and out of the function rooms

Social Distancing Protocol

a) All buffet and self-serve style events to be suspended until further notice
b) All food and beverage items to be individually plated and served
c) Where possible, condiments to be served in individual packets or sanitized individual containers
d) Seating capacities and floor plans to be reviewed on an event by event basis to ensure appropriate social distancing that follows Government Guidelines.

Guest Considerations

a) Individual bottled water will be provided in lieu of water jugs on meeting tables and water stations
b) Develop examples of socially distanced floor plans for Hotel Sales & Event team
c) Create modified menus to showcase styles of service and items currently available

13. Hotel Sales & Event Team

Cleaning & Sanitizing Protocol

a) Sanitize conference room doors, tables, chairs light switch and other equipment after each group use
b) Conference Assistant will sanitize counters, doors and equipment regularly depending on business levels

Social Distancing Protocol

a) Seating capacities and floor plans to be reviewed on an event by event basis to ensure appropriate social distancing that follows Government Guidance
b) Hotel Show rounds and Meetings will be done appropriately socially distanced

Guest Considerations

a) Provide example of socially distanced floor plans (in coordination with Meetings and Events)
b) Signage outside of meeting and events reminding guests of appropriate social distancing guidelines
c) All guests will have a link to this document with all confirmed bookings
d) Ensure room only rate is available on all channels for all guests who do not want to use the restaurant.

14. Night Porter Operations

Cleaning & Sanitizing Protocol

a) All workstation contact surfaces to be sanitized at shift changeover
b) Duty managers will assign specific sanitation responsibilities and ensure proper protocols are followed
c) Night Porter to log completed tasks

Social Distancing Protocol

a) Night Porters to assist with enforcing social distancing protocols in guest queuing areas as required (restaurant, bars, reception area, lift areas etc.)

Guest Considerations

a) Night Porter to familiarize themselves with hand sanitizer and mask distribution points for guests and co-workers

Signed,

Jon Huxford – Commercial Manager, Oakley Hall Hotel

Date: 14th September 2020
Review Date: Ongoing