COVID-19

We are starting to open our hotel in a phased response to business traveller demand as South Africa moves to Level 3 alert of the lockdown from 1 June 2020. All hotel teams are on standby to reopen on short notice as demand dictates.

During the revised lockdown period of Level 3, beginning on 1 June 2020 and continuing until declared differently, core central office functions will continue to operate remotely.

The COVID-19 protocol that we have put in place in our property is for the safety and reassurance of staff and guests. This protocol is outlined below, followed by the business & essential services hotel and quarantine hotel protocols.

The COVID-19 protocol includes but is not limited to:

Screening of guests on arrival has become necessary in accordance with the national state of disaster pronounced by President Cyril Ramaphosa on 15 March 2020. Therefore, in order to prevent an infected person from checking into the hotel guests will be required to:

  •  complete and sign a questionnaire
    •    allow their temperature to be scanned with a thermal scanner

If a guest’s temperature falls within the normal range and they do not show any symptoms they will be required to sanitise their hands and proceed to check-in.

If a guest’s temperature is high (actual temperature at screening should not exceed 37.5 degrees Celsius) and/or they have symptoms of the virus they will be disallowed to check-in and will be referred to a medical facility.

Educating staff (ongoing) on what the virus is; where the disease outbreak began; ways in which it is transmitted; symptoms to look out for; and daily measures to prevent contamination and spread of viruses in personal, operational and guest spaces.

Staff hand sanitisers (alcohol based) have been rolled out in back of house areas (such as kitchen, office, laundry, staff restaurant and bathrooms) as well as front of house guest areas (such as reception desk, bar, restaurant, lounge, fitness room, boardroom and meeting room).

Guest hand sanitisers (alcohol based) are placed within easy reach of guests in public areas of the hotel with a notice encouraging regular use.

Personal hygiene is being reiterated, including the importance of washing hands frequently and thoroughly; avoiding touching eyes, nose and mouth; practicing respiratory hygiene (sneezing and coughing into a tissue that is safely discarded or the crook of the elbow), and avoiding touching one’s face;

Regular routine cleaning of public areas such as restrooms, breakfast rooms, restaurants, table tops, counters, hand rails, door knobs, back office surfaces and front desk surfaces are wiped down on a regular routine throughout the day, with a polycide chemical (a disinfectant cleaner) that kills most viruses;

Sanitisers for security officers at our hotel entrances have also been issued to ensure hygiene for themselves as well as all our arriving guests.

Protective wear such as protective gloves, aprons and face masks are issued to housekeeping and public area Guest Service Attendants when on duty and cleaning equipment with a polycide chemical (disinfectant cleaner) between guest and rest rooms.

Avoiding close contact with anyone who is coughing, sneezing and feverish.  Anyone showing symptoms of respiratory illness to be reported to the hotel’s general manager for further action to take place, such as contacting the NICD hotline.

Breakfast serving standards have been reviewed to replace the usual buffet with a la carte breakfast options presented to guests to avoid any instances of buffet contamination.

The NICD Hotline is available to all staff and guests. In the event that anyone feels ill after travelling from countries with coronavirus, the South African Department of Health advises first phoning the National Institute of Communicable Diseases (NICD) helpline rather than going straight to a medical facility, to prevent potential contamination. The NICD hotline number is 080 002 9999.

While no one can predict the path of this virus, we are continuously monitoring developments and doing all we can to reduce the risk of potential contamination or spread of disease. We thank you for choosing to stay at our property and look forward to delivering on our service excellence promise.

Accommodating Business & Essential Services Protocol

The following protocols must be adhered to in respect of accommodation, which has been booked, in part or in its entirety, as assisting business and essential service workers with accommodation.

Screening: These individuals are not necessarily Covid-19 positive, but must be screened on arrival in accordance with our screening procedure. Every time a guest returns to the hotel, their temperatures are taken and recorded. The same is be done for working staff.

In order to prevent an infected person from checking into the hotel guests will be required to:
•    complete and sign a questionnaire
•    allow their temperature to be scanned with a thermal scanner

If a guest’s temperature falls within the normal range and they do not show any symptoms they will be required to sanitise their hands and proceed to check-in.

If a guest’s temperature is high (actual temperature at screening should not exceed 37.5 degrees Celsius) and/or they have symptoms of the virus they will not be allowed to check-in and will be referred to a medical facility.

Check-In: All items on the front desk (pen, registration form and keys) and the receptionists hands are sanitised, in front of the arriving guest, prior to any guest interaction. Guests are required to sanitise hands and credit cards, prior to interaction.  The speed point machine is sanitised before and after every use.

Only one receptionist may be present behind the reception desk and guests awaiting check-in are to observe social distancing. We are erecting Perspex screens across the front of our reception desks to keep guests and staff safe.

Guest behaviour:

During Level 3: The restaurant will have very strictly controlled limited use. Guests are encouraged to take their meals in the comfort of their hotel room. Guests may make use of the pool deck and swimming pool while observing strict social distancing practices. Social distancing applies to all public areas throughout a guest’s stay, including the lobby lounge. Visitors are strictly prohibited.

Room cleaning: The hotel staff clean each room every two days and exchange linen every three days.

Where guests have checked out, departed rooms are cleaned and sanitised.

Laundry: Linen and terry (towels) are washed on the hottest wash cycle at 80°C. All the linen is ironed on a hot setting. Towels are tumble-dried until fully dry and hot enough to kill any potential viral matter.

Food and Beverage: Meals will still be offered, now served a la carte and not self-serve buffet-style, in individual portions rather than communal bowls and platters. The restaurant will have very strictly controlled limited use. Guests are encouraged to take their meals in the comfort of their hotel room.

Used crockery and cutlery are placed in the dishwasher and washed at the highest temperature as per FCS standard.

Delivery and acceptance of goods: All goods are received outside the hotel and delivery personnel are not allowed to enter the hotel under any circumstances.

Following receipt of goods, the packaging is sprayed and wiped down with Polycide and left for a minimum of five minutes before packaging is opened.

All surfaces that come into contact with delivered goods must be sanitised immediately.

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