COVID-19 PRECAUTIONS & PREPARATIONS FOR REOPENING

Our Pledge to you

Welcoming back guests to The Metropole Hotel & Spa has been my priority since we closed our doors on the 21st March. The last time the hotel was closed was to accommodate troops during the 2nd World War.

SPENCER OUR LOVELY DACHSHUND WAS JUST A PUPPY WHEN THIS ALL BEGAN. HE NOW THINKS HE HAS A MASSIVE HOME ALL TO HIMSELF!

The positive to the past three months has been the ability to concentrate on the hotel, making improvements where needed and focusing on how

and what re-opening will look like for the staff and our guests alike. Judy and I understand that many of you might be anxious about returning to the hotel. So we make this pledge to you all; staff, guests and our local

community. I. Staff Safety. 

The business will plan and deliver the safest and most practical workplace protocols to allow the business to reopen whilst ensuring our valued

colleagues feel comfortable and confident to return to work.  

II. Guest Safety.  We pledge that by making The Metropole Hotel & Spa a safe environment for our staff to work then our guests can return confident in the knowledge

that they will be welcomed by all into a healthy, safe environment.

III. Community Safety.  The Metropole Hotel & Spa is entwined within the community in which it sits in so many ways. Ensuring the procedures and protocols that are put in place give our staff and guest the comfort to return to work or holiday in

safety, should give our community the comfort that all that should be done is being done. 

I have been actively involved in discussions with UK Hospitality, Welsh Government and our local authority about a framework of protocols and

risk assessments for the safe reopening of hospitality businesses. These guidelines, ‘ Civid 19 - Secure advice and risk assessments for hospitality

businesses’ are the process that we will strictly adhere to, to fulfil our pledge

Justin and Judy Baird-Murray Sarah Hill - Financial Director

Sam Batten Operations Manager

GENERAL PRACTICES & PROTOCOLS, ENHANCED

CLEANING & DISINFECTION POLICIES

Our Team • Temperature checks will be taken daily upon entering the building • All team members will be required to wash their hands (or use hand

sanitiser) every 30 minutes • All team members will be required to stay at home if unwell • All team members will be required to follow official guidance on self-

isolating • All team members will be required to wear PPE as appropriate

following Government guidelines • The team will follow a policy of no physical contact and maintain

social distancing, wherever possible • All team members will have undergone extensive return to work

training on the protocols and risk assessments  

Our Resident Guests • You will be asked to complete a short pre-arrival health questionnaire

and return it prior to arrival • You will be expected to respect the health of your fellow guests and

our staff and not travel if you have symptoms of Covid 19 • If in the unfortunate case, you have any COVID-19 symptoms such

as fever, cough, shortness of breath, or loss of taste and smell, we ask that you contact us, and allow us to reschedule your stay.

• Please respect the social distancing measures in place • We have cleaned your bedroom with extra care • We have removed non-essential items to minimise any contamination

risk such as room service menus • We have introduced our Metropole app which can be downloaded

onto you smart phone which holds all hotel information • We have placed individual amenity bottles in bedrooms, please feel

free to take any away that are partly-used as they will be disposed of when you depart

• Please use your bedroom toilet rather than toilets in public areas • Please wash your hands when returning to your bedroom • Cash will not be accepted, unless arranged by prior agreement, credit

card details will be required prior to arrival to ensure contactless payment

• Due to the COVID-19 restrictions currently in place, some of our activities, services and facilities are unfortunately limited or not

available • Justin Baird-Murray is responsible for all aspects of our ‘COVID-19

Secure’ operating plan. You can contact the Day Manager at any time prior to, and during your stay, should you have concerns related

to this plan or any other matter  

Our Hotel • The highest food safety standards will continue to be maintained as

shown by our 5 star food standard agency rating (scores on the doors) • Room service will be provided at no extra cost, service is restricted to

delivery to the bedroom door • Social distancing measures will be in place in all common areas • A one way system throughout the hotel will be implemented where

possible

• Signage will be displayed in all common areas to reinforce social distancing message

• Seating Public Areas of the hotel will be spaced to enforce social distancing and extend into the ballroom and Powys suite.

• Enhanced cleaning programme in public areas with an increased frequency in disinfection of high touch areas

• Hand sanitising stations will be provided at every doorway/key public area (front desk, restaurant, spa, toilets)

• Housekeeping will be available on request only, guests to vacate room and ventilate prior to housekeeping staff entering

• Additional disinfection will be in place of high touch room and bathroom areas (Door knobs, TV Remote, Crave units)

• The Day Manager is our designated, responsible contact person for all staff and guest COVID-19 related queries

• We have flexible terms and conditions for all individual bookings whereby you can cancel 4 hours prior to arrival for a full refund. For

group and event bookings please speak directly to the hotel, our terms remain the same

   

OUR FOOD & BEVERAGE • We have reduced the number of tables in the dining rooms • We have expanded dining hours during higher occupancy periods • We will limit table linens and have established strict table/chair

sanitisation procedures between guest seating periods • We have suspended all buffets. Breakfast will be available from an a la

carte menu and ordered the night before • There will be more ‘to go’ options in our food and beverage outlets • Salt and pepper shakers will be removed and available on request.

They will be sanitised after each use • Room service will be provided at no extra cost, service is restricted to

delivery to the bedroom door • Single use menus will be used throughout the hotel

 

THE ROCK SPA

OUR SPA

• On opening the spa will only be available to residents• Hand sanitising stations will be in place in entrance of all areas in the

spa • Gym equipment will be disinfected between each guest’s use.• Signage and a procedure will be in place to ensure social distancing is

followed • Numbers will be limited to allow social distancing.• Guests will be required to change in their room prior to using the

spa. Changing rooms will not be available. • In spa treatment rooms, all surfaces and fixtures will be disinfected

between each client • Spot mop cleaning and disinfection will be performed on spills when

they occur • Treatment rooms will be allocated per therapist• All treatment equipment will be sanitised after each client • Work out mats will be removed• We will remove all reading material

This document is a work in progress and my be altered, amended and added to at any time dependent on Government regulations. Any thoughts you may have you are welcome to share with us on info@metropole.co.uk.