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AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 2
PORTUGAL AS A
CONFIDENCE AND
SECURITY TOURIST
DESTINATION
TAKE THE COMMITMENT
IN COMPLIANCE WITH RECOMMENDATIONS ISSUED BY:
National Tourist Authority
Articulation
PORTUGAL AS
A CONFIDENCE
AND SECURITY
TOURIST
DESTINATION
Turismo de Portugal created a “Clean
and Safe” stamp of approval to
distinguish tourist activities which are
compliant with hygiene and cleaning
requirements for the prevention and
control of COVID-19 and other possible
infections.
These measures require the creation of
an internal protocol, in conjunction
with the recommendations of the
Directorate-General for Health, which
ensures the necessary hygiene to avoid
risks of contagion and ensure safe
procedures for the operation of tourist
activities.
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 3
WHAT IS “CLEAN AND SAFE” SEAL
AXIS HOTELS
Internal Protocol
Clean & Safe
This establishment declares to fulfill the requirements defined by Turismo de Portugal(governmental supervisor entity for the tourism in Portugal), in accordance with the guidelines ofthe Directorate General of Health (DGS) which allows to consider it AXIS HOTELS CLEAN & SAFE.
o GENERAL INFORMATION
o PREVENTION AND CONTROL OF THE INFECTION
o DAILY ASSESSMENT AND MONITORING OF BODY TEMPERATURE
o SPECIFIC PROCEDURES BY EACH SECTION
o CLEANING AND DISINFECTION
o WASTE MANAGEMENT
o PROCEDURES CHECKLIST
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 4
TRAINING AND COMMUNICATION TO EMPLOYEES
PLACING INFORMATION ON PREVENTION OF CLEAN & SAFE IN ALL SERVICE AREAS
POSTING THE CLEAN AND SAFE SEAL IN A VISIBLE PLACE
PLACEMENT OF HAND GEL DISPENSERS AT THE HOTEL'S ENTRANCE AND EXIT POINTS, EVERY FLOOR,
RESTAURANT ENTRANCE, BAR, AND COMMON SANITARY INSTALLATIONS
DISCLOSURE CUSTOMER PROTOCOL - BEHAVIOR TO ADOPT AT THE HOTEL
UPDATING THE SERVICES DIRECTORIES WITH ADDITIONAL INFORMATION ABOUT CLEAN & SAFE
DAILY CLEANING OF THE COMMON AREAS, FLOOR, BENCHES, FRONT-OFFICE, ELEVATORS,
BATHROOMS AND DOORS
DISTANCING OF THE HOTEL FURNITURE TO SIMPLIFY THE CLEANING AND CIRCULATION OF PEOPLE
CONFER AND CONTROL CLEAN & SAFE CHECKLIST
GENERAL – Action Plan
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE5
HANDWASHING
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 6
Hands must be washed and disinfected several times during the
working period and especially in the following cases:
o When the employee arrives at the workplace
o Just before starting to work
o Between each customer service
o After coughing or sneezing
o After protecting a sneeze or cough
o After touching hair, eyes, nose, mouth, ears or body
o After handling wipes with secretions
o Before and after consuming meals
o The moment before and after a visit to the bathroom
o After touching heavily handled surfaces, handles, handrails,
keyboards
o After touching tools, machines, dirty objects, namely packaging,
garbage and solid waste
o Whenever common areas and the most frequented areas are
touched
COUGH ETIQUETTE
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 7
When coughing or sneezing, do not use your hands,
they are one of the main vehicles for transmitting the
disease. Use a PAPER TISSUE or your FOREARM.
THROW THE TISSUE IN THE GARBAGE and WASH
ALWAYS YOUR HANDS after coughing or sneezing.
SOCIAL CONDUCT RULES
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 8
o Change the frequency and form of contact
between employees and customers
o Maintain a safe distance of 2 meters
o Avoid close contact: handshaking, kissing and
sharing the workplace
o Wear a mask at the reception - Receptionists
o Wear a mask, gloves and disposable apron -
Housekeeping
o Wear a mask in the Restaurant, Bar and Terrace -
Waiters
o Use Personal Protective Equipment according to
each activity sector, such as: mask, disposable
gloves, disposable apron
o Measure body temperature daily, wheneverentering and leaving the hotel. Each ownemployee is responsible for this task
o If anybody has symptoms of respiratoryinfection (cough, fever), shouldimmediately report it to the hotel manager,leave the hotel premises, and call SNS-24(Portuguese HNS) - 808242424
MONITOR BODY TEMPERATURE
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 9
o If there is a suspected case at work, theemployee should be isolated in a roomdesignated as a containment / isolation zone
o If there is a suspected case with a client, theclient should be isolated in his hotel room,which will be designated and identified as acontainment / isolation zone
o Both isolation / containment areas must beequipped with suitable material
o There should be an inventory of the materialin the containment / isolation area
ISOLATION OF EMPLOYEES AND COVID-19 CUSTOMERS
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 10
HOW TO ACT – ACTION PLAN
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 11
INFORM THE EMPLOYEE THAT:
IF HE IS AT HOME CALL TO SNS 24IF HE IS GOING TO WORKPLACE:
RETURNS HOME
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 12
EMPLOYEE WITH SYMPTOMSDESIGNATED RESPONSIBLE
EMPLOYEE INFORM HIS CHIEF ABOUT THE SITUATION AND GOES TO THE ISOLATION ZONE
Chief of the department contacts the
employer, informing him of the
situation and ensures the assistance
needed to the employee/ costumer
If possible the employer should
be contacted by phone
The communication process must be
agile and as efficient as possible
HOW TO ACT – ACTION PLAN
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 13
Handwashing - with hand sanitizer
Use of surgical face mask
Monitor and register body
temperature
Employee informs the
employer of non-validation
Employer informs the
responsible medical officer
Employee contacts SNS24 808 24 24 24
SNS inquire the employee
No suspected case Suspected case
Situation assessment by SNS24
that informs the employee
SNS24 adopts the procedure according to the situation SNS24 contacts the “doctor support line” (LAM)
CLOSED CASE ON COVID-19
HOW TO ACT – ACTION PLAN
ACTION PLAN
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 14
The Service Receptionist is
responsible for:
o Accompany the person with
symptoms to the isolation space
o Provide the necessary assistance
o Establish a contact link with the
National Health Service
STAFF ASSIGNMENT
Identify, for each work shift, the employee responsible
for triggering the procedures in case of suspected
infection.
FRONT DESK
o Acrylic barrier for protection of the Front-office area
o Attendance point with safety markings on the floor
o Ensure a safety distance of 2 meters between customers
o Ensure a queue for Check in and another for Check out
o Use personal protective equipment appropriate to the front desk activity.Dispose of personal protective equipment after each working hour, or ifdamaged, in a separate dustbin.
o Use alcohol gel before and after each customer service
o Use alcohol-based wipes to clean the keyboard
o Suggest the use by customers of the electronic payment method
o Ensure conditions and means that allow users to periodically disinfect handsat the main points of contact at the Hotel
o Ensure that the client has adopted safety measures, such as disinfectinghands and wearing a mask, after passing through the Disinfection Corner
o Ensure the adoption of the recommendations of the Directorate General ofHealth in the Hotel Space
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 15
RESTAURANTBreakfasts and Meals
o Breakfast area reduced up to 50%, and tables 2 meters apart
o The customer's entrance to the restaurant must be controlled by an employee
who explains the functioning of the customer's service and ensures that the
people in the line respect the mandatory safety distance. Mandatory use of
the entrance and exit circuit of the restaurant
o The use of mask by the customers is mandatory in the restaurant
o Hand sanitizer is available at the entrance of the restaurant and its use is
mandatory
o The buffet service area is controlled. The customer's entry into this area is
controlled, in order to guarantee compliance with the maximum number of
people who can stay in this area simultaneously
o At the entrance to the Buffet area, customers can find disposable gloves,
which they must wear all the time while reamain in this area. When leaving the
area, the gloves must be left in their own dustbin. Gloves cannot be reused.
Whenever the customer re-enters this area, he must wear new gloves
o The employee must disinfect hands in front of the customer, whenever
necessary
o Mise en place with cutlery and napkins packaged in the presence of the
customer, ensuring the necessary hygiene
o Change towels and clean tables with recommended products between
each customer
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 16
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 17
RESTAURANTBreakfasts and Meals
o Individuals used on tables, must be disinfected after eachuse
o Provide breakfast and Room Service in the room, withoutservice charge
o Disposable Letters and Menus
o Put drinks on tables, do not serve
o Privileging the use of terrace and outdoor spaces
o Ensure that the restaurant is cleaned 6 times a day
o Encourage advance booking of seats
o Ensure good ventilation and air renewal in the restaurantarea through open doors and windows
o Display the maximum capacity of people in a visibleplace
BAR
o BAR area layout - eliminate counter seats
o Layout of the terrace area with 2 meters distance
o The service is done at the table
o Keep a safe distance from the Bar area, so that thecustomer is served by an employee and sees the exhibitionof all available products
o Always have an employee with personal protectiveequipment to serve the customer
o Disinfect hands frequently during the costumer service
o Privileging the use of spaces for customers in outdoorareas, such as terraces
o Display of maximum capacity people / service in a visibleplace
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 18
o Use personal protective equipment appropriate to the activity
o Wear disposable gloves to prepare and handle food
o Do not use the same gloves in a dirty and clean area. Replacethe gloves whenever it damages or every time a task isinterrupted
o Do not come into contact with ready-to-eat food with your ownhands, and must use appropriate utensils, such as spatulas, tongsand gloves
o Ensure good ventilation and air renewal in the kitchen areathrouhg opening doors and windows, if possible
o Place the exhaust in extraction mode and not in air circulationmode
o Have disinfectant alcohol to ensure hand hygiene and the mostfrequently used areas
o Ensure the adoption of the recommendations of the DirectorateGeneral of Health (DGS) and HACCP
KITCHEN
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 19
KITCHEN
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 20
KEEP CLEAN
SEPARATE RAW FOOD
FROM COOKED FOOD
FOOD WELL COOKED
KEEP FOODS AT SAFE TEMPERATURES
USE SAFE WATER AND RAW MATERIALS
MEETING ROOMSEVENTS
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 21
Meeting rooms / Events
• Always have a housekeeper with personal
protective equipment to clean and sanitize
the rooms whenever customers leave the
rooms, or during moments of meeting break
• Disinfection of all surfaces, objects of
common use, such as tables, counters, chairs,
TV controls, switches, knobs and handles
• Renew the air in the rooms and enclosed
spaces before and after each meeting.
Renew air during the meeting if it is longer
than 1Hour
HOUSEKEEPING
o Provide necessary training to housekeeping team inaccordance with the VILEDA cleaning protocol
o Always have a housekeeper with suitable kit of personalprotective equipment
o The change of personal protective equipments must be madeduring the lunch break and shift change periods
o The housekeeper must follow Vileda's cleaning protocol
o Housekeepers uniforms are washed in the hotel at 60° for 30minutes
o Deep cleaning of all surfaces, objects of common use, such astables, counters, TV controls, switches, taps, knobs and handles
o Always use a vacuum cleaner with HEPA filter
o Cleaning the room while the client is in the room is prohibited
o Renew the air in the rooms, opening windows while cleaningthe room
o Leave the rooms unoccupied for at least 24 hours after check-out and after sanitizing and cleaning (articulate the service withthe reception)
o Use all necessary procedures to remove bed linen andbathroom towels, without shaking, rolling outwards withouttouching the body
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 22
Cleaning and maintenanceRooms
HOUSEKEEPING
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 23
Bedroom Textiles Removal
Bedroom Textiles Removal
Wrap from the outside to
the inside
Make a package
Carriage the bedroom textiles
Do not touch bedroom textiles against the body
INSTALLATIONS AND EQUIPMENT CLEANING AND DISINFECTION -GUIDELINES
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 24
Strong procedures of cleaning and disinfection
Increase the cleaning frequency
Special attention to surfaces with the greatest risk of contact
Advisable to use products that reduce the risk of cross contamination
Use of personal protective equipment
SPECIFIC CLEANING AND DISINFECTION
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 25
Use Color Code
Avoid the risk of cross contamination
Specific utensils for each
cleaning task
SPECIFIC CLEANING AND DISINFECTION
Principle:
AVOID RISK OF
CROSS CONTAMINATION
System using "pre-impregnable reusable"
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 26
HygienicSafeSimpleEffectiveErgonomicEconomicSustainability
SPECIFIC CLEANING AND DISINFECTION
AVOID CROSS CONTAMINATION RISK:
• Use a Mop for each room occupied
• Use color code for different areas
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 27
1. Building Entrance
2. Surfaces 3. Floor Cleaning
AVOID CROSS CONTAMINATION RISK
CLEANING ANDDISINFECTIONWC
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 28
Cleaning cloth for washbasins.
Ex: yellow color
Cleaning cloth for toilets (exterior).
Ex: red color
Do not use cleaning cloths for
inside of the toilets. Use toilet
brush
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 29
SPECIFIC CLEANING AND DISINFECTION
• Clean / sanitize without using buckets or mops
• Pre-impregnate the necessary number of cloths
and mops with the appropriate chemical solution
• 100% microfiber cloths available in 4 colors with
a durability of +350 washes
• 100% microfiber mops with a durability > to
500 washes
• Use color code method
• 1 mop and cloths = 1 occupied room and other
areas
• Lastly send all textiles to the laundry The next
day repeat the whole process:
• Impregnate -> Use -> WashSmart Cleaning
CLEANING ANDDESINFECTIONDETERGENT
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 30
ULTRA-CONCENTRATED DEODORIZING DETERGENT • Easy dosage for use with the
PATIO system • High deodorizing power • Neutral in all super / ides
HOW TO USEFor washing floors: RATIO-MIX Bucket 8 L bucket, dilution letter K. RATIO-SHOT Bucket 8 Lbucket, place the dilution button at 12 ml and press once. To disinfect and sanitize, preparethe product in the bottle and spray it in the trash or source of bad smell. To disinfect thesanitizer ready For use, spray on the cloth, proceed to wash the surface, turn the cloth overand rinse or rinse.
DILUTIONWith RATIO-MIX and RATIO-SHOT Bucket system.
TECHNICAL DATAAPPEARANCE: Clear liquidCOLOR: BlueODOR: MentholatedpineVOC: 5,60%
SPA/GYM
Specific protocol for each hotel. Available to consult.
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 31
SWIMMING POOLSo Implement Rules for pool Occupation
o Determine that access is exclusive to guests
o Define the maximum allowed occupation according to the distance
between guests
o In spaces with equipment (chairs, stems, loungers) allow a distance
of 3 meters
o Interdiction of equipment for collective use
o Cleaning and disinfection of tables and loungers, whenever a client
stops using it, in the early morning and when the pool closes
Mandatory use of shoes in the areas surrounding the pool
o Always have an employee serving with a protective mask
o Chlorine and ph control three times a day
o Most frequent laboratory tests every 15 days
o Clean towel collection point and dirty towel collection point with a
set time between 9:00 am and 8:00 pm
o Remove sunbeds at the end of the day
AXIS HOTELS INTERNAL PROTOCOL - COVID-19 32
WASTE MANAGEMENT
Biological waste
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 33
biological hazardwaste
All waste generated by someone with COVID-19 suspected or confirmation and
people that provide assistance
Licensed operator for
waste management
with biological hazard
put the garbage in a first
bag
2/3 ofthe full
capacity
Tag biological waste
Container with pedal-operated
lid lined with garbage bag
Close with clamp
Separate and
forward the waste
to the operator
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 34
biological hazard waste
Licensed operator for
waste management
with biological hazard
WASTE MANAGEMENT
Biological waste
All waste generated by someone with COVID-19 suspected or confirmation and
people that provide assistance
Applicable to all waste in the containment
room and every other service without
selective waste collecting
Recyclable waste should be disposed along with undifferentiated waste and not in recyclable bins
biological hazard waste
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 35
WASTE MANAGEMENT
Urban waste
Selective collection must be maintainedMasks, gloves and scarves |
Undifferentiated garbage
Avoid to overload the waste
treatment and landfill
Never use the
recycling bins
MERCHANDISEDELIVERY
o Deliver merchandise off-site
o Identify the place for receiving merchandise
o Ensuring that suppliers comply with Covid-19 security rules
o Ensure the cleaning of countertops, doors and handles after deliveries
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 36
Delimit the merchandise delivery zone
Scheduledeliveries | Scheduling the deliveries of
different suppliers
INFORMATION TO SUPPLIERS
o The supplier cannot enter inside the Hotel, he mustleave all material at the entrance of the hotel. Thematerial will be received by an employee, ifpossible, without contact with the supplier.
o Limit the access of professionals external to theservice to the interior of the hotel, only in rareexceptions necessary for the operation of thehotel.
o Avoid receiving paper invoices and bills, choosethe electronic way.
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 37
CHECK-LIST
AXIS HOTELS INTERNAL PROTOCOL CLEAN & SAFE 38