Covid-19 Secure - The Alverton Hotel, Truro

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Ben Young, Managing Director, 10th June 2020

Reopening safely and responsibly

“The safety of our guests and the team has always been our top priority. We want to reassure you that we are taking every precaution to ensure your full safety and well-being during your stay.

While we have always had very high standards of housekeeping and hygiene, our senior management team are now overseeing increased levels of cleaning, employee training and additional procedures, all designed to minimise any potential for the spread of ill health.

To ensure you have a relaxing and content stay, and to demonstrate that we really have considered all aspects, please familiarise yourself with the following procedures that are now in place. And as ever, please contact us with any questions; we’d be delighted to hear from you.”

YOUR WELL-BEING

HYGIENE

We are diligent in the strict sanitising of the hotel and have been using disinfectant fogging machines as a matter of routine in the hotel for a couple of years. The chemical used is 100% food safe and non-harmful to humans, but it is entirely effective against viruses and bacteria and continues to protect surfaces long after contact.

As you would expect, we have introduced additional measures which include a designated member of management on hand seven days a week, 24 hours a day, who is tasked with the safe coordination of our operations and the hourly sanitisation of touch points throughout (for example, lift buttons, door handles and banisters.)

Please note that in all public areas of hotels, face coverings are now mandatory and this will be enforceable in law. A full list of establishments can be found here. Additionally, you will find sanitiser and information available in all our public areas, entrances, and lifts.

SOCIAL DISTANCING

Our public areas have been re-organised to allow for the recommended minimum social distancing to be maintained. Additionally, we have added clear signage to facilitate safe passage throughout the hotel.

Our reception areas have protective screens to ensure minimal risk and wherever possible contactless technology has been implemented, with a minimal touch check-in and check-out.

TRAINING

Every member of our team has undergone Covid-19 secure training before undertaking work at the hotel. Hotel and full departmental risk assessment documents have been prepared and cascaded to each and every team member. To ensure full comprehension, one-on-one routine test papers have been completed to ensure full understanding.

With our approach to operating procedures and service methods we strive to continue to deliver the style and experience our guests enjoy, with a considered and rational approach to the guidelines received. Always, and in all circumstances, we strive to provide the very best practice – both in terms of guest enjoyment and also in terms of guest well-being.

YOUR HOTEL EXPERIENCE

BEFORE YOU ARRIVE

We appreciate that last-minute changes are inevitable at the moment. This is why we’ve updated our terms to a 48 hour cancellation policy for upcoming stays for the duration of 2020. All reservations can be amended as many times as you need to, or can be cancelled at no charge, up to 48 hours before the scheduled date of arrival.

Having booked online or via telephone, you will receive a confirmation email or letter which includes what you can expect from our enhanced Covid-19 secure measures.

This will include the latest government advice and stipulations; we would ask that you read them and let us know if you are unsure about anything.

Naturally, should you be showing any symptoms of Covid-19, or if you have been around anyone who has been showing symptoms or who may have tested positive, we would ask that you please contact us to make arrangements to postpone your visit.

We will arrange a pre-arrival phone call for a member of our team to discuss any health related issues and to organise any last minute requirements.

WHEN YOU ARRIVE

We would respectfully ask you to arrive after 3pm as our enhanced cleaning procedures mean that we cannot release our bedrooms any earlier than this time. This will also mean that any lunchtime guests will have departed our lounges and restaurant.

You will be met in the lobby by our duty host who will assist you with our streamlined check-in procedure and point out key signage and hand sanitiser locations.

We are aiming to achieve a minimal touch check-in, with routine questions asked when you are comfortably checked into your bedroom via a phone call from our reception team. Unusually we may need to ask for a breakfast reservation time to ensure the safest and most efficient service for you.

To minimise handling, we will only assist with luggage on request and this will no longer be offered routinely.

YOUR BEDROOM

Your room will have a seal on the door to show that it has been thoroughly prepared for your arrival.

Our procedures include the spraying of an unharmful airborne sanitiser to ensure all surfaces, fabrics and furniture are safely sanitised. The product used is proven to protect against Coronavirus for up to 72 hours.

You may notice certain items have been removed – magazines and printed matter for example. Should you like to receive unused replenishments, please just let us know. Equally should you like a pack containing PPE and personal sanitiser, these are available on request.

Our housekeeping team are carrying out a minimal touch service only while you stay with us. They will not touch or move any belongings – we will need your belongings to be stored properly to ensure thorough cleaning is carried out if you would like it. Should you prefer, they are able to provide fresh laundry and toiletries in a bag left outside your room, with no access to your room made by anyone during your stay.

OUR PUBLIC AREAS

The main thing to consider is that the recommended social distancing should be observed at all times throughout the hotel. With this in mind certain corridors may operate as one-way, or a right of way may be instigated. In any event, clear signage will indicate the correct route.

Lifts should only be used by yourself and anyone from your household. No other guests should occupy the lift at the same time.

Sanitiser is prevalent throughout our public spaces. Should you additionally like PPE for your peace of mind, we have gloves and masks available on request.

Our public WCs are receiving extra sanitisation, and we would respectfully request that our residents use their private in-room facilities to avoid any unnecessary crowding.

Our furniture has been placed to adhere to social distancing; please refrain from moving it.

PLEASE NOTE

Regrettably at this time we cannot guarantee the availability of any meals for our residents unless they are booked prior to arrival.

FOOD AND BEVERAGE

We will operate our food and beverage outlets in full accordance with government guidelines and the very latest available official advice. The main change is that at this time we are not able to offer a traditional ‘over the bar’ drinks service across our bars. However, this means the drinks will come to you, wherever you are sitting in the hotel, as full table service will be provided in all areas. When you arrive at the restaurant, our duty host will sit you to your designated table.

Our food offering has been streamlined to suit a reduced brigade of chefs in order that we can maintain the strictest of hygiene and social distancing ‘behind the scenes.’ This should not, however, mean you find yourself short of choice, and as ever our professional team is more than happy to cater to your precise requirements.

All buffets have now been removed from our restaurants and continental breakfast, along with cooked, will be served from the kitchen. Hopefully you will enjoy the extra level of service this provides. Some other aspects of our more typical dining experience may have to be curtailed – we won’t be able to top up your wine for example (but we can certainly bring it to you to do so!) We’re also happy to provide you with room service at no additional cost, delivered outside your room at your chosen time.

DEPARTURE

On the morning of your check-out, we will put a copy of your account under your bedroom door and payment will automatically be charged to the card details held on arrival. The bill can also be emailed to you if preferred. We only ask that you pop your room key into our drop box at our reception desk and say goodbye – we really would like to see you before you leave.

THE TEAM

As a responsible employer we are dedicated to our team’s well-being; frankly, they are the backbone of the hotel and we would be nothing without them. With this in mind we have taken time to train, consult and develop their understanding of the Covid-19 secure requirements to ensure that not only do we protect our staff, but that in turn our staff protect each other, and our guests.

Fully publicised risk assessments, method statements, and a collaborative approach to the management of our new operating methods mean that we are wholly prepared and ready to welcome you all to our newly enhanced hotel for a thoroughly relaxing and enjoyable time.

With very best wishes,

Ben Young

byoung@thealverton.co.uk

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