As the effects of COVID-19 spread across the entire world, the primary focus of Guest Services is to continue to ensure the safety of our Guests and Team members. We are proud of the intense efforts of our teams to manage and implement new procedures to ensure the comfort and safety of our guests.
Guests will be advised to practice physical distancing by standing at least six feet apart while standing in lines, waiting for elevators, 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 six feet away from others. All resort outlets will comply with or exceed, local or state-mandated occupancy limits.
Hand sanitizer dispensers are placed at key guest and employee contact areas such as elevators, driveways, reception areas, hotel lobbies, restaurant entrances, retail areas, meeting and event spaces, elevator landings, pools, salons, and exercise areas.
Employees will be required to wear face coverings. Guests are always strongly encouraged to wear face coverings, and in some settings will be required to do so. For example, guests will be required to wear face coverings in the salons, on boat tours. Guests may be required to briefly lower face coverings for identification purposes in compliance with regulatory and safety requirements.
All team members will have a pre-health check and temperature screening upon arriving to work and to send home team members with a temperature of over 100 degrees.
Signage is prominent throughout the property including the proper way to wear, handle and dispose of masks and face coverings. Online notifications and reminders through reservations will also carry the important messaging of physical distancing and safety awareness. Our locations follow the CDC and respective local and state guidelines regarding sanitation and cleaning protocols.
Our team members have clear instructions on how to respond swiftly to all presumed cases of COVID-19 on property. We will be ready to provide support to our guests.
Team members have been instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds).
Appropriate PPE will be worn by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Gloves will be provided to employees whose responsibilities require them as determined by medical experts including housekeeping and public area attendants and security officers in direct contact with guests.
Daily pre-shift meetings are conducted virtually or in areas that allow for appropriate physical distancing between employees. Larger departments will stagger employee arrival times to minimize traffic volume Hand sanitizer and/or sanitizing wipes will be available at each time clock location and employees will be required to sanitize their hands after clocking in.
We use cleaning products and protocols which meet or exceed CDC and Occupational Safety and Health Administration (OSHA) guidelines. The disinfectants being used are listed on Environmental Protection Agency (EPA) List N6 and meet the criteria for use against SARS-CoV-2, the virus that causes COVID-19, and are effective against viruses, bacteria, and other airborne and bloodborne pathogens. Electrostatic disinfectant sprayers containing hospital disinfectant will be used as appropriate in enclosed spaces. Housekeeping and Stewarding will be the primary departments responsible for all cleaning and disinfecting in their respective areas. We continually maintained the property and have thoroughly clean and disinfect high traffic areas and contact surfaces throughout the property on a regular and consistent basis.
The frequency of cleaning and disinfecting has been increased in all public spaces with an emphasis on frequent contact surfaces front desk, bell desks, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, escalator and stair handrails, gym equipment, dining surfaces and seating areas.
Industry-leading cleaning and disinfecting 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, water faucet handles, nightstands, phones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring. Upon check out each room will be thoroughly cleaned and disinfected using EPA List N approved chemicals. Daily cleans are available upon request in an effort to limit and mitigate additional human contact during a guests’ stay by others.
All bed linen and laundry will continue to be washed at a high temperature of 140 degrees or higher and in accordance with CDC guidelines. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility. The frequency of cleaning and disinfecting in high traffic back of house areas with an emphasis on the employee dining rooms, employee entrances, uniform control rooms, employee restrooms, loading docks, offices, kitchens, meeting rooms and service desks.
In the event of presumptive case of COVID-19 the guest’s room will be removed from service and quarantined at least 24 hours before cleaning and disinfecting. All rooms with a presumptive or confirmed case of COVID-19 will be thoroughly cleaned and disinfected. In the event of an identified, positive case, the room will only be returned to service after undergoing cleaning and disinfection. The room will remain out of service for a minimum of 48 hours following the complete disinfection of the room.
The frequency of air filter replacement and HVAC system cleaning has been increased and fresh air exchange will be maximized. All replacements and cleanings are tracked and logged.
Any area where guests or employees queue will be clearly marked for appropriate physical distancing. This includes ingress, check-in, check-out, timeclocks, elevator lobbies, retail and casual dining, and transportation lines.
Employees will use every other workstation to ensure separation between employees whenever possible.
All self-service beverage stations have been eliminated from our guest offerings. Our servers will be assisting with individual beverage requests as needed.
Restaurants and bars will reduce seating capacities per table and venue to meet or exceed state and local guidelines or requirements to maintain six feet of separation between each seated group of guests traveling together. Reservations will be required for full-service restaurants and guests waiting to be seated will be asked not to wait inside the restaurant. Restaurants will text or call guests waiting to be seated once their tables are ready. Guests will not be allowed to walk-up to bars and congregate.
Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events based on local health authorities and state recommendations.
Stores and shops will be limited to 50% guest occupancy limits and store employees will ensure guests follow physical distancing requirements.
Pool venues will be limited to 50% occupancy or in accordance with state mandates with seating configured to maintain six feet of separation between guests traveling together. Reservations may be required.
Hair, nail, and skincare treatment areas will be configured to allow for a physical divider or six feet of separation between chairs and other guests. Reservations will be required, and guests will be asked to wait outside of the salon until their appointment time. Guests will be required to wear a face-covering or mask unless impracticable.
Fitness Centers will be available by appointment only in 45-minute sessions to ensure appropriate occupancy limits. Equipment will be reconfigured to allow for six feet of separation between guests. Our staff conducts frequent sanitizing of all equipment and furniture located in the fitness center. Also, all guests are instructed to wipe down equipment before and after use.
Covid-19 has created unprecedented circumstances for many of our properties across the country, but positively has created a desire for more participation in outdoor activities like golfing.
As a best practice, common areas are cleaned regularly and monitored daily.
Due to the changing dynamics of regulations in different states and municipalities, we constantly strive to keep our boaters informed on the most recent changes during this crisis.
In all areas of retail, restaurant, lobbies, and recreation we have moved to cashless interactions. Payments can be made online in advance and/or on-site at a credit card reader.
For ease of checkout, customers may vacate their rooms by the daily check out time with little to no interaction with staff. Guests are encouraged to leave their guest room keys in the room and an email receipt of their stay will be forwarded to the email account they have provided.