Our Commitment to making Meldrum House shine again#timetoshine

TIME TO SHINE

A message from our General Manager, Jordan Charles Dear Guests, Meldrum House has earned an international reputation for genuine Scottish hospitality dating back to the 1950s. The health and wellbeing of our guests and team has always been a primary focus with everything we do. At the very beginning of this journey, when the hotel closed its doors on 23rd March 2020 due to the global health crisis, two messages were essential to the Directors and me. They were the safety of our team and guests when we return and being able to adapt to the changing times and the ‘new normal’ we’ll have to accept. Throughout this process we have listened to other like-minded professionals and worked closely with the public health authorities to ensure you all have a safe haven to return to. We have invested heavily and sought professional advice from our new cleaning partners, ensuring Meldrum House is exceeding all government guidelines for your return. The guest journey will look slightly different but with all the warm hospitality in place. I can ensure you every change has been implemented with your safety at heart. I believe we are entering into a new common trust and we ask you to respect the guidance for everyone’s safety. In 2019, Meldrum House won a Visit Scotland Thistle Award for ‘Most Hospitable Hotel’. The hospitality the team offers attracts guests from around the world and we intend to carry on where we left off. I believe with excellent hospitality in the right environment shared with friends and family, you can leave your concerns and worries at our front gates. Our warm and welcoming team provides the perfect introduction to genuine Scottish charm and we look forward to welcoming you back. If you have any questions please don’t hesitate to ask one of my team. Kind regards,

JORDAN CHARLES

CLEANING & HYGIENEOur cleaning standards throughout the hotel have been extended to ensure the cleanliness and hygiene is at its highest level possible throughout the hotel. We’ve teamed up with a sanitisation company to introduce a programme of high-level cleaning with protocols to defeat Covid-19.

We are redefining our cleaning and safety standards starting with our public and high traffic areas. We are going above and beyond our normal standards and cleaning surfaces with increased frequency and dedicated cleaning agents as well as high-grade disinfectant.

We are using enhanced technology including fogging sprayers to sanitise all the bedrooms and public areas throughout the hotel, that have been proven to kill Coronavirus on contact.

The frequency of our public area cleaning has been increased, especially around all common touch points including doors, stairwell handrails, buttons, phones etc.

The cleaning and disinfecting of our rooms will be more extensive with special attention to high contact areas. Phones, remotes, light switches, door handles will all be sanitised after each departure. All towels and robes will be removed and replaced after each guest, regardless if they were used or not. They will be sent away and laundered before reusing. All glasses, mugs and spoons will all be removed and cleaned even if they have not been used. All drains within the bathroom will be disinfected after each guests’ departure. Fogging sprayers will be used every 7 days as they have proven to kill Coronavirus for more than 7 days in a row.

BEDROOMS

Guests can adjust their housekeeping preferences daily in occupied rooms. We will not do any stayover cleans whilst you are in your room. You can inform Reception when the room will be vacant and we will service your room then. Our team will be wearing the recommended PPE whilst cleaning your room. If you would prefer for our team not to enter your room you can request clean towels, linen and anything else you require to be delivered to your door. Our Housekeeping services will be available on individual request as unfortunately our Turndown Service is suspended for the time being. Personal Laundry is also suspended at present. If any of our guests are suspected of having Covid-19 the room will receive an extensive deep clean, using fogging sprayers as well and will be fully sanitised before any new guests can stay.

HOUSEKEEPING

As in the bedrooms the lodge will receive an extensive and deep clean prior to any guests arriving with all crockery and glasses being cleaned and sanitised before entry. The full lodge will also receive the fogging treatment prior to arrival. If you require a stayover clean please contact Reception and our team will come and service your room while the full Lodge is vacant.

CHAIN LODGE

We have reduced the capacities of all our restaurant and bar areas to allow space for distancing. All dining tables, chairs and condiments will be sanitised after each use. Our tables will be set when you arrive with freshly polished, covered cutlery and glassware. There will be increased cleaning of all touch points and card machines, trays and menus will be sanitised after every use. All food will be covered from the kitchen to your table. Wine and bread service will be offered and at your preference. Buffets will be removed and all items will be available fresh from the kitchen. All open food, sugars and condiments will be replaced by single-use sachets.

All dirty crockery, cutlery and glassware will be returned directly to the dishwasher and stored to comply with food safety regulations. Outside dining will be offered where possible.

RESTAURANT & BAR AREAS

“In room dining” will be offered free of charge for now as a room service option with a sanitised restaurant style table set in the room prior to arrival. All food will be covered and delivered on a clean sanitised tray and placed on a stand at the door while our staff stand at a safe distance. Guest signatures are no longer required. We request trays are placed outside the room to be collected and you notify reception when ready.

ROOM SERVICE

We will continue to work closely with the Environmental Health Officer ensuring our kitchens and back of house areas are kept at an optimum level of hygiene. We will sanitise each station after every use and thoroughly after each day. All our chefs and back of house staff will be provided with the correct PPE and also face coverings where food is being prepared. Our Executive Head Chef will take out daily checks with all his kitchen team to ensure their temperature is taken and also assess such things like cleanliness of overalls.

KITCHEN

We will ensure that you have a designated server throughout your private dining experience, not only will this minimise your contact with our staff but it will enhance the overall experience making it more personal.

Despite having your own personal server, you will have the chance to determine your personal space. Such services like wine or water pouring may be offered rather than automatically done. Such things like bread will be placed on the table rather than silver served. Fresh linen will be replaced after every service.

PRIVATE DINING

We are diligently following the guidance we receive from Scottish Golf which has enabled us to develop procedures for golfers which are safe and compliant with the latest government guidelines. Our goal is simple, the well-being of our team and guests is paramount. Our additional safety features include one-way routes with hand sanitising stations to enter and exit our practice facilities and golf course. We have a dedicated tee for players to warm up 10 minutes prior to beginning their round, our bunker rakes have been removed, we have a no touch policy for the flagstick and our hole cups have inserts which guarantee the safe and simple removal of the ball from the hole. Golf is ideally suited to be enjoyed whilst practicing physical distancing and our supporting signage will ensure adherence to our new conditions of play.

GOLF

TRAININGAll staff will be fully trained in Covid-19 Health and Safety procedures before returning to work and a record of compliance will be kept in their personnel files.

Hygiene policies have been updated to follow all government guidelines, this includes cleanliness of public areas, touch points, hand hygiene and personal hygiene. We have created a new Covid-19 specific policy which all staff will be trained on. Sign off and compliance will be monitored by Management.

POLICIES

All staff will be trained on correct washing of hands. Washing hands before and after shifts, before and after breaks and washing hands every 60 minutes for at least 20 seconds will be compulsory and monitored by Management.

HAND HYGIENE

Will be supplied based on job role and complying fully with Government guidelines. PPE training and use will be monitored and mandatory for all necessary staff.

PPE

All team members will follow the current Government guidelines where this is possible. All meetings will be held virtually or in an area where physical distancing is possible. Staff start times will be staggered to allow distancing and handwashing to be low risk tasks and administrative staff will work flexibly or from home where possible.

PHYSICAL DISTANCING

Will be cleaned following Government guidelines and will be monitored by Management.

UNIFORMS

Will be completed with our Health and Safety consultants and fully explained to staff.

RISK ASSESSMENTS

WHAT YOU CAN DO TO HELPWe can do everything in our power to help make you safe. But we ask that you are also vigilant when you come to stay with us and follow the guidelines below.

STAY ALERT

If you think you have coronavirus or any symptoms before your arrival to Meldrum House – fever, continuous cough, loss or taste or smell – we would ask that you let us know immediately and then stay at home. We will happily reschedule your stay or refund you.

IF YOU BECOME ILL DURING YOUR STAY

The incubation period for Covid-19 is 2-14 days, so it is possible you may have developed symptoms before your stay. It is vital that you let our Reception Team know as soon as you feel unwell. Avoid close proximity with any of our team or other guests. If you are fit enough to travel, we will ask you to return home immediately. If however, this is not possible (you may be staying with us on your own and unable to drive or go on public transport), we will ask you to self-isolate in your bedroom. We will contact NHS Scotland for the next steps including informing them for their Track and Trace programme.

HAND SANITISERS

We have plenty of hand sanitiser stations around the hotel and clubhouse. Please use them as often as possible, specially before entering any of our public areas.

ARRIVAL

When you arrive at Meldrum House we ask you to use the contactless sanitising station outside our front door before entering the hotel. You will be greeted with signage, to ensure social distancing and we would ask that you follow the instructions. Our Reception has a new Perspex screen in place which keeps our staff and guests safely apart. All key cards, pens and card machines will be sanitised before and after each use.

Our staff will ensure that all guest interaction happens outwith your bedroom. That includes luggage delivery, room service and any delivery of fresh linen or towels.

PORTER

Should you require help with your luggage to your room, we would ask that you leave your luggage at Reception. One of our staff will take your luggage for you, knock on your door and leave it in the corridor, directly outside your bedroom door.

TRANSACTIONS

We are operating a strict cashless policy and contactless payments will be recommended where possible.

LIFTS

Our lift will be limited to use by only one room or party at a time to keep within the social distancing guidelines. The lift will have been cleaned by means of sanitisation equipment which kills Covid-19 on contact. If the doors open to the lift and someone is already inside, we would ask you to be patient and wait for it to be clear before stepping inside.

HERE TO HELPIf you have any queries, concerns or feedback please just ask a member of our team.Before you arrive, you can contact: Reception@meldrumhouse.com, or if you are here in the Hotel, dial ‘0’ from your room telephone or simply ask a staff member or use our App to get in touch.

HYGIENE

We would ask that you wash your hands regularly with soap and water for at least 20 seconds or use our hand sanitisers that you will find throughout the hotel. Please sanitise before heading into any of our public areas.

KEEP YOUR DISTANCE

At the moment, 2 metres is the current safe distancing limit, set by Scottish Government. This applies to our team and other hotel guests outside of your own group. We have put signage in place and would ask that you follow the guidelines. All our public spaces will operate with a maximum occupancy limit. For now, all reservations are mandatory within our restaurants and bar for dining.

AN IDYLLIC LOCATION, A UNIQUE EXPERIENCE.

Oldmeldrum, Aberdeenshire, Scotland AB51 0AE t: +44 (0)1651 872294 e: enquiries@meldrumhouse.comwww.meldrumhouse.com

AA Hotel of the YearScotland 2014/2015AA Hotel of the YearScotland 2014/2015

2019