COVID-19 OPERATIONS POLICY 

Updated February 2022 

This policy has been created to ensure the safe operation of our business, while protecting our team and our guests. The actions within it follow guidance from Scottish Government, Industry and our insurers. 

INTRODUCTION 

As expected, we made several changes to our operation in order to comply with the Scottish Government guidelines and Industry advice to ensure our team, our guests and our suppliers are safely protected. 

Our fabulous Housekeeping Team have always been highly praised for their service of rooms and public areas, and this is further heightened with the addition of biocidal cleaning and sanitising procedures. Moreover, each guest room will be equipped with sanitising spray to use with tissue paper, so you may further wipe items if required. 

There is an increase in cleaning practices in all Public areas, with greater emphasis on sanitising high traffic hot spots throughout the Hotel. Hand sanitising stations are in place at all entrances to the Hotel and entrances to dining areas. 

Please note it is still mandatory by law for face-coverings to be worn in all indoor public settings and on public transport in Scotland, subject to existing exemptions; you may remove your face-covering once seated at your table. We have hand-sanitiser dispensers throughout the Hotel so please help to keep each other safe by sanitising your hands on arrival and wearing your mask whilst moving round the hotel. 

GUEST & TEAM HEALTH 

The safety of our guests and our team is paramount. Our team have all received training to ensure they are fully apprised of the new procedures in place and feel competent to safely carry out their roles within the company. 

Social Distancing, Hand Hygiene, Mandatory Face Masks, Cough Hygiene and Self-Isolation if symptoms appear – are all KEY to ensuring we minimise the spread of the virus. 

Our team wash uniforms regularly at 60C or above and those using public transport will change at work. In addition, they are provided with the correct PPE for their role and have been trained in how to use & dispose of it safely. 

TEAM RESPONSIBILITIES 

To help stop the virus spread our team are all: 

• Trained on COVID-19 safety and sanitising procedures, and what they do if a guest or another team member becomes unwell 
• Washing their hands and using hand sanitiser regularly 
• Trained on physical distancing guidelines and procedures – both behind the scenes and in the frontline with guests 

New risk assessment and operating procedures are in place for every area of the Hotel, including PPE, screens, signage, hand sanitising stations and floor markings where appropriate. 

HYGIENE & CLEANING PROCEDURES AND PRODUCTS 

We have developed enhanced cleaning procedures in partnership with our suppliers, and sourced products which are proven to kill Covid-19 effectively. Updated hygiene procedures ensure all areas are cleaned more regularly, with particular attention to high contact areas. 

Deep cleaning procedures have been implemented for all guest rooms, including all linen laundered at 60C or above and sanitising all soft furnishings between stays. 

RECEPTION/FRONT DESK 

Our Reception desk is open as normal, however we have introduced new concepts to aid your check-in/check-out. This will help avoid any queues or gatherings at Reception. 

Pre-Arrival registration and Online Guest check-in – All guests will be contacted by email the day before arrival to avoid the crowds at Reception, as being an Island destination our guests often arrive in groups at ferry time. 

Express Checkout – Again, check-out will be encouraged online where possible. As all accommodation charges are either taken at time of booking with our PREPAY rates, or taken on day of arrival with our FLEX rates, there should be minimal charges to settle on depart. Any extras will be charged to the card used to secure our booking and bills will be emailed. Of course our Reception team will be available to assist with any queries. 

Book Dining Online – We have an online booking system to make this easier to arrange your preferred dining time at your convenience for Breakfast, Lunch & Dinner. 

Payment in all areas is by debit or credit card, where possible contactless is to be encouraged. 

Your experience may be a little different to what you have had previously at The Douglas Hotel, but we can assure you of the same warm welcome & hospitality as always!