Based upon guidance provided by the Centers for Disease Control and Prevention (CDC), the Occupational Safety and Health Administration (OSHA), the Environmental Protection Agency (EPA), and Health Canada, “We Care Clean” addresses everything from guest room and common area cleanliness, to streamlined processes that minimize contact between guests and associates while maintaining industry-leading customer service.
The new program includes the implementation of measures to improve safety – such as the installation of social distancing floor decals and front desk partitions – as well as the enforcement of heightened and comprehensive cleanliness standards on an ongoing basis across five key areas:
1. Front Desk and Lobby:
a. New protocols will minimize guest contact with personnel through a streamlined check-in and check-out process,
b. Social distancing measures will be implemented, wellness best practices signs will be prominently posted, and all lobby brochures, magazines and papers will be removed,
c. Enhanced sanitization procedures will be in place at the front desk, in the lobby and across guest touch points throughout the hotel with disinfecting taking place regularly,
d. Sanitizing stations or wipes will be available throughout hotels.
2. Guest Room and Housekeeping:
a. Unnecessary items will be removed from guest rooms, such as decorative pillows, bed scarves, paper notepads and pens,
b. Housekeeping offerings will be modified for stay-over guests, including the elimination of a full cleaning service unless specifically requested by guests,
c. Enhanced and thorough cleaning protocols will be implemented in guest rooms. Guest rooms will not be entered for 24 to 72 hours after check-out, at which time the room, linens and all touch points will be cleaned with chemicals aimed at killing COVID-19.
3. Temporary Breakfast Offerings:
a. Breakfast offerings have been adapted to comply with local regulations, with breakfast rooms closed where required to avoid unnecessary guest congregation,
b. Enhanced “Grab & Go” offerings will be implemented in most hotels providing guests with pre-packaged food and beverage options,
c. Hotels may opt to provide a “served” or pre-plated breakfast to minimize guest contact with food, beverages and surfaces, and cross contamination.
4. Public Amenities:
a. When allowed to open, public amenities such as fitness centers, swimming pools and meeting rooms will be cleaned on closely monitored schedules with disinfecting chemicals. Each evening, these areas may also be sanitized with the use of electrostatic fogging, ozone generators or ultraviolet devices,
b. Hand sanitizer or wipes will be provided for guests and employees in all public areas.
5. Hotel Employees and Staff Requirements:
a. Hotel employees will follow strict guidelines, including utilizing Personal Protective Equipment, frequent and stringent hand-washing protocols, and housekeepers/laundry staff will wear both gloves and a mask.
b. Employee workstations will be cleaned and disinfected after every shift.
c. Employees will be empowered to stay home if unwell, communicate their potential exposure to COVID-19 with management, and will be fully educated on how to maintain a safe and clean home.
“We Care Clean” will be updated regularly based upon the latest standards and recommendations by governmental agencies and industry groups.
The new program expands upon Best Western’s I Care Clean standards and the enhanced cleaning protocol already in place (since 2012).
Photos: @Best Western Hotels & Resorts