STANDARD OPERATING

PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM

A. THE RISKS OF COVID-19 TRANSMISSION

a) When you are affected by a postlet or a contaminated droplet :
Secretions projected during sneezing or coughing, in case of close contact: same place of life,
direct contact within a meter in the absence of protective measures.Remember that you can also
carry and transmit the virus
b) When you wear your hands or a contaminated object on your face :
A significant risk of transmission is the contact with unwashed hands. On contaminated surfaces
(objects, boxes, handles, etc.), the virus can survive for a few hours.
When you eat, drink, smoke or vape, if your hands are dirty or if you share food, bottles or glasses
with others, there is a significant risk when your hand comes into contact with your mouth.

B. COMMON GUIDELINES
a. General Guidelines
1. Wear a mask and change it every 4 hours
2. Use a single-use tissue to blow your nose and wash your hands after you throw it away
3. Cough or sneeze into your elbow
4. Avoid direct contact with other people
5. Respect a social distance of 1.5 m
6. Don't touch your face
7. Discard the protective equipment in a trash can identified “COVID
8. Disinfection: no direct spraying on but soak soft disposable cloths or microfibers
9. Arrival at The Hotel :
 To get to the hotel, choose individual transport. If you are using public
transport, wear a mask and respect the safety distance of one meter and do not
touch your face
 Sanitize your hands upon arrival at the hotel using the hydroalcoholic gel
available
10. For the cloakrooms :
 Enter the cloakrooms one by one (use the busy / free sign)
 Use only your personal locker
 STANDARD OPERATING
PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM

 Your uniform must be changed every day (wash 90 minutes at 60°C), or use
single-use overcoats
 Use the disinfectant wipes when entering and leaving the changing rooms to
clean the contact areas (handles, seats, taps, etc.). Throw the wipe in a closed
and non-manual bin
11. On The Workplace :
 Wash your hands with water + antibacterial soap or with hydroalcoholic gel
before and after breaks (meal, cigarette…), after coughing, after using the toilet,
after shaking hands, getting out of public transport, after touching any surface
potentially infected or at risk and as often as possible.
 Disinfect non-personal equipment before and after use.
 Leave the doors open as much as possible to allow air circulation (watch out for
theft and fire safety).
 Do not keep non-essential items such as your telephone
12. For Breaks :
 Take your breaks one by one (no gathering)
 Take your meals one by one (or at 1.5 meters away from other people)
 Disinfect contact areas when entering and exiting the break room

b. How To Wear A Mask

A medical surgical mask is usually sufficient.. Make sure that the packaging is in good condition
and that the mask is not expired. Pinch the edge of the mask with your fingers.
 Wash or disinfect your hands before putting on a mask. Identify the front and top of the
mask before putting it on. The coloured part of the mask is usually on the outside: it is
waterproof, while the white part is worn on the inside and is in contact with your nose
and mouth. The side with a stiff, bendable edge goes at the top and should be shaped to
fit your nose.
 Hold the mask by the ear elastics. Place one elastic band over each ear.
 Adjust or pinch the stiff edge to shape it to your nose.
 Pull the bottom of the mask over your mouth and chin.
 STANDARD OPERATING
PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM
 DO NOT TOUCH YOUR MASK ANY MORE.

Your mask should be changed every 4 hours. If the mask is contaminated, it must be replaced
immediately. Remember: the outside of the mask could potentially be in contact with
germs , do not touch it, remove it using one of the two elastic bands and throw it
immediately in the “COVID” trash can and wash your hands

c. How To Take Off Your Gloves

 Pinch the glove at the wrist. Avoid touching the skin
 Remove the glove
 Keep it in the palm of your gloved hand
 Slide your fingers inside the second glove. Avoid touching the outside of the second
glove. Remove the second glove.
 Once the gloves are removed, throw them. Wash your hands.

d. How To Wash Your Hands

a) To eliminate all traces of the virus on your hands, a quick scrub and a rinse won’t cut it.
Below is a step-by-step process for effective handwashing :
 Wet hands with running water
 Apply enough soap to cover wet hands
 Scrub all surfaces of the hands – including back of hands, between
fingers and under nails – for at least 20 seconds.
 Rinse thoroughly with running water
 Dry hands with a clean cloth or single-use towel
b) When should I wash my hands?
In the context of COVID-19 prevention, you should make sure to wash your hands at the
following times
 After blowing your nose, coughing or sneezing
 After visiting a public space, including public transportation, markets
and places of worship
 After touching surfaces outside of the home, including money
 Before, during and after caring for a sick person
 STANDARD OPERATING
PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM
 Before and after eating

e. Deliveries
 Wearing a mask is compulsory
 Have a bottle of hydroalcoholic gel and disinfectant wipes for contact areas
 The delivery person is not authorized to enter the premises, and must only come during
the opening hours of the hotel
 Provide an outside drop-off area (avoid co-activity and contact with the delivery person).
Be careful to respect the cold chain.
 Remove and discard the overpacks in the dedicated areas outside the hotel.
 Disinfect with a microfiber and disinfectant solution the products without overpack
before making them enter in hotel. When recording temperatures, be autonomous and do
not ask for the delivery person assistance.
 Put the delivery form on a table, make the delivery man back up, sign with your own pen,
back up, let the delivery man collect the delivery form.
 Finally, wash your hands.

C. FRONTLINERS GUIDELINES
a) FRONT DESK ORGANIZATION
1) Take note of the elements implemented in each department in order to be able to inform the guests
about the anti-Covid19 measures taken for their safety.
2) Wash your hands on a regular basis (water + soap or hydroalcoholic gel) after each potential
contact with an infected area (cash, CC, Payment terminal, key card machine, documents ...).
3) Sanitize your hands before handling the general hotel keys and rooming list and giving them to the
housekeeping team.
4) Work in an autonomous workstation (pens, payment terminal, cards, calculators, etc.) and do not
go to another workstation than your own.
5) Do not keep unnecessary items on the desk.
6) Filter customer flows and watch for possible symptoms.
7) Allocate the rooms on the same corridor to limit housekeeping work and optimize the route of the
room attendants and the linen. Do not allocate the same rooms all the time but ensure a rotation of
all the hotel rooms: a room must not be used for at least 24 hours after the guest checks out
 STANDARD OPERATING
PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM

b) WELCOMING GUEST
1) The day of arrival: contact each guest to define an arrival time (offer different times of arrival in
order to avoid queues at reception) and to confirm the number of people.
2) Offer the breakfast and the evening meal in the form of a meal tray, by handing out the order form.
Specify that the team is available for any questions, including allergens.
3) Collect payment from the guest during check in and make sure you have the guest's email and
specify that the invoice will be sent by email (prefer payment by credit card - see speech).
4) In case of cash change, deposit the cash change in the cup provided for this purpose (no hand-to-
hand delivery).
5) Place the keys in the cup to avoid contact.
6) Disinfect the cup/ the CC terminal and your hands after each use / handling.
7) In the case of individual amenities (shampoo, shower gel, etc.), give them to the customer at
check-in.

c) FRONT DESK SPEECH

 Welcoming the client :
(stand, smile and look the guest in the eyes)
Good evening Madam / Sir, Welcome To __________ Villa/Resort .
 Reformulate the services requested:
• Mr. / Mrs. "X" you reserved a room for one person with a large bed, for two
nights, is that correct?
• In order to comply with the safety instructions linked to the Covid-19, our
restaurant room is closed. Breakfast and dinner are therefore not served as usual.
They are offered a meal tray to pick up at the reception or that we bring you to
the door of your room.
• Breakfast is offered at a rate of xxx and dinner is “à la carte”. Would you like to
order them?
• If yes : I give you this form to fill in to make your choice for breakfast and / or
dinner. If you have any questions, especially about allergens, we are at your
disposal.
 STANDARD OPERATING
PROCEDURE
CLEANLINESS, HYGIENE, SAFETY
DEPARTEMEN FRONTLINERS
NOMOR INDEX SOP-TRM-CHS.001/V/20
DIKELUARKAN OLEH CORPORATE TRM
 Payment of the invoice :
• In order to avoid a grouping of people during departure, I will ask you to pay the
invoice now, please. The total is xxx Also, thank you for favouring payment by
credit card.
• Is your email address correct? / Can you give me your email address so that I
can send you your invoice?

 Indicate access to the room:

• Your room is located on the X floor. Always in a prevention approach, if you
take the elevator, I would ask you to take it alone / between you only. I wish you
a pleasant stay with us. (Put the room card in the cup)

d) GUEST DEPARTURE
 Ask the guest to put the keys in the box provided for this purpose.
 Disinfect each key before putting it back into service (to be done overnight, or at the end
of the morning).
 Send invoices by email (automatic if you’ve followed the indicated process).

e) CLEANING THE LOBBY

 Disinfect the elevator every 2 hours. The interior / exterior buttons must be disinfected at
the same time
 Disinfect contact areas at least 4 times a day (door handles, stair rails,seats, tables,
switches)
 Clean the phone, keyboard, drawer handles, work surface and plexiglass (both sides)
before and after each shift using the wipes