INTRODUCTION
Hotels have had to make operational and marketing adjustments due to the continuing COVID-19 pandemic, such as adding tabs on their website detailing extensive prevention measures, taking guest temperatures and creating contactless check-ins. As COVID-19 continues, lodging properties should be prepared in case they experience an outbreak (two or more positive cases).
Here is a checklist on how hotels, resorts and bed & breakfasts can deal with an outbreak in their property.
HOW TO HANDLE OUTBREAK AMONG STAFF
- Contact your staff first. Inform them of their possible exposure to COVID-19 but maintain confidentiality.
- Publish a statement on your social media channels and your website. If the staff member(s) is/are guest-facing, then you should contact all guests who were at your property during the time the staff member(s) was/were working.
- Create 2-3 talking points for your spokesperson (e.g. GM or owner) to use in case any reporters contact you. Share those talking points with your staff in case other guests ask.
- Have sick staff member(s) stay home and not return to work until they meet all the qualifications to end home-isolation, as dictated by CDC.
- At a minimum, have all employees monitor their symptoms, and have employees who were potentially exposed get tested.
- Disinfect all work areas.
- Continue to make sure all team members are aware of and are following all available health and safety guidelines from local health officials and the Center for Disease Control.
HOW TO HANDLE OUTBREAK AMONG GUESTS
- Contact your staff first. Inform them of their possible exposure to COVID-19. To the extent possible, confirm that the guest(s) actually stayed on your property.
- Publish a statement on your social media channels and your website. Contact all guests who were at your property during the time the infected guest(s) had stayed.
- Create 2-3 talking points for your spokesperson (e.g. GM or owner) to use in case any reporters contact you. Share those talking points with your staff in case other guests ask.
- Do a deep clean of the property and, if needed, temporarily close rooms, floors or the entire property.
- As necessary, implement additional protection and social distancing protocols (e.g. adding hand sanitizing stations, separating seating areas).
- If you haven’t already, create and post signs around the property detailing your sanitization protocols.
- Be prepared to offer a refund or other token compensation to the guest(s) who may or may not have contracted the virus while on your property, if they request it.