HEALTH & SAFETY PROGRAM · 2020-07-01 · Guest Rooms 11 Waterpark 12 Food & Beverage 13...

1KEEPING YOUR FAMILY SAFE WHILE PLAYING

HEALTH & SAFETY PROGRAMWe’re committed to keeping you safe while you play with enhanced health and safety measures for you and our Pack. At Great Wolf Lodge, you’ll see some changes to your stay so your Pack can play safe. It’s our Paw Pledge. And it represents our commitment

to keeping you healthy and safe during your stay.


Paw Pledge Commitment 3

Health & Safety Program Overview 4

Council of Experts 5

Pack Member Initiatives & Training 6

Technology 7

Health & Safety Program Specifics 8

Arrival Experience 10

Guest Rooms 11

Waterpark 12

Food & Beverage 13

Entertainment 14

Attractions 15

Retail 16

Other Public Areas 17

Departure 18

Miscellaneous Service 18

Meeting Spaces and Banquets 19

In The Know. Before You Go. 21

Further Information 21

Contents


Our Paw Pledge

We’re committed to creating quality family time and quality family moments for our guests. Caring for and supporting one another is deeply embedded in Great Wolf Lodge culture. Since the day we opened our first resort, we have considered all our guests and employees as part of our family, or as we call it, our Pack. Our standards for safe play have always been high. These times have given us an opportunity to raise our level of care even higher. Our enhanced approach to staying safe and healthy allows our guests to worry less and enjoy time together as a family more.

Our paw print is a symbol. It represents both a commitment and a path forward to all members of our Pack, both guests and employees. Our Paw Pledge commits to keeping your family safe while playing.

This commitment to delivering a safe, healthy, clean and flexible travel experience includes:

Health & Safety: Providing enhanced levels of care for a healthy and safe stay

Travel Flexibility: Providing flexibility and confidence to book

Community Commitment: Taking care of our Pack and our communities


Health & Safety Program Overview

We are committed to keeping your family safe while playing. Here’s how:

This is our pledge to health and safety for the whole Pack.

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By creating contactless environments and procedures that minimize surface contact and eliminate unnecessary touches.

By practicing and actively enforcing 6-feet social distancing within the lodge.

By increasing the frequency of cleaning and enhanced sanitization protocols with hospital grade cleaning products.

By ensuring access to personal protection products and amenities throughout the lodge, and requiring our employees to wear the proper personal protection equipment (PPE), including masks and gloves where appropriate.

By extensively training our Pack to make smart decisions and implement the necessary controls.


Council of Experts

To validate our procedures and ensure everything we’re doing represents the highest health and safety standards, we’ve consulted with experts.

Our procedures to maximize guest safety have been reviewed and endorsed by a team of COVID-19 medical experts.

We partnered with Chainalytics, a supply chain management and industrial engineering consulting firm, to establish guest flow and capacity standards to maintain social distancing.

To ensure a CleanPLUS Experience, we convened with experts from Procter & Gamble to review cleaning and sanitization operations, equipment and products that are proven to clean, sanitize and disinfect.

A CleanPLUS Experience means that we have identified:

• High touch areas across the lodge to clean and disinfect on a more frequent basis.

• Trusted brands that will help us clean and disinfect.

- In our rooms and across all public areas and outlets, Spic and Span 3n1, a hospital grade disinfectant, will be our core cleaner due to its tremendous versatility, along with Comet bath. Both products are on the EPA’s approved N-List. In addition, Febreze Sanitizing Fabric Refresher will be used on all soft good materials.

- In our Food and Beverage outlets, all dishware and cutlery are cleaned and sanitized using Dawn Professional Power Wash. This product is also on the EPA’s approved N-List.

- In our laundry, our linens and towels are laundered in Tide Professional.

The CleanPLUS Experience includes the cleaning of all linens, plates and utensils with America’s number one laundry and dish detergents, Tide and Dawn. The program helps us clean and disinfect across all areas of our lodge to ensure the safety of our entire Pack.


Pack Member Initiatives & Training

Our company is serious about safety. That’s why we’ve defined a set of procedures that keep our Pack safe. When we protect the Pack, the Pack protects our guests.

Every operational aspect of Great Wolf Lodge has been redesigned to advance our Paw Pledge. Our Pack is serious about safety and is extensively trained to make smart decisions, implement controls and ensure access to personal protective equipment that will help keep guests safe. The safety of our guests and their families is not only the top priority for our Pack Members—it is our passion and purpose.

1. Our Pack is encouraged to stay home if they have any symptoms or risk factors associated with COVID-19, and each Pack Member is required to undergo a wellness check every day they report to work. This includes a temperature check. Any Pack Member who displays a 100.4 temperature or above will be sent home.

2. Our Pack has been provided and is required to wear personal protective equipment (PPE) based on their role, including masks and gloves where appropriate.

3. Our Pack is trained and tested on new, extensive health & safety measures, including:

• Cleaning & Sanitization of guest rooms, public areas and all outlets (Housekeeping, Public Area Attendants, Guest Service, Food & Beverage, Retail, Attractions, Waterpark)

• Sanitization and ServSafe preparations and service (Food & Beverage front of house and back of house)

• Food & Beverage back of house operations (receiving supplies and cleaning equipment)

• Social Distancing, Hygiene and the use of PPE (all Pack Members)


Technology

Technology plays a key role in keeping guests safe. It allows for contactless communication, food ordering and fun. We’ve enhanced our technology tools to ensure the additional health and safety of our guests. Our key technologies include:

Great Wolf app:

• Download the Great Wolf App to enable:

- Complete online check-in prior to your arrival

- Contactless food ordering and pick up at all Food and Beverage outlets

- Access to the Entertainment & Activity schedule

- Access Hours of Operation by outlet

Willow, our virtual concierge through our internal text communication system:

• Use Willow to:

- Fulfill service requests

- Check out

Contactless Payment:

• Use your credit card or wristband to pay for all in-lodge transactions

• Cash will not be accepted as a form of payment


Health & Safety Program Specifics

We’re committed to keeping you safe while you play, so we’ve implemented strict procedures. These procedures, no matter the section of the lodge in which they are implemented, are based on five core principles. These include 6-feet social distancing, minimized surface contacts, increased cleaning and sanitization protocols, access to personal protective products and amenities and a Pack that’s trained to use their best judgement on the implementation of all procedures in order to best keep you safe. We invite you to learn more about the details of our program.


KEEPING YOUR FAMILY SAFE WHILE PLAYING


SOCIAL DISTANCING

• Guests will be asked to self-park and manage their own luggage using sanitized luggage carts. In order to maintain social distancing, valet and bell services will not be available.

• Guests will be greeted and directed to the front desk check in based on lobby capacity. If lobby capacity is full, guests will wait in a virtual queue and be called to the desk to check in.

• Floor stickers will guide guests to maintain proper 6-feet distances apart while in the check-in line.

• Only one guest per party will be permitted to check-in at the front desk. This should be the individual who is listed as the primary guest on the reservation.

• Every other check-in desk will be staffed and plexi-shields will be placed at all check-in desks.

MINIMIZE SURFACE CONTACT

• Online check-in through Great Wolf mobile app will be highly encouraged. Guests who have already checked in will be encouraged to use the surrounding doors, rather than the main door.

• Activity schedules will be available through the Great Wolf app only.

• All guest registration packets will be pre-assembled with keys by a Pack Member wearing appropriate PPE, including masks and gloves.

• Any packages will be pre-placed into guest rooms.

• Every other check-in desk will be staffed and plexi-shields will be placed at all check-in desks.

ENHANCED CLEANING AND SANITIZING

• To ensure the CleanPLUS Experience, all high touch areas will be sanitized after each transaction using the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List.

ACCESS TO PROPER PERSONAL PROTECTION EQUIPMENT

• A guest health screening questionnaire will be required for the party in each reservation as part of the check-in process.

• Our Pack will wear proper personal protection equipment (PPE), including gloves, and change them hourly or as needed.

IMPLEMENT CONTROLS

• During check-in, the guest representing their party will be asked to certify that no one in their group has recently experienced any symptoms or risk of exposure related to COVID-19.

ARRIVAL EXPERIENCE

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GUEST ROOMS

SOCIAL DISTANCING

• Guest rooms will only be cleaned when vacant.

• Stayover service will be by request only. Guest will call the front desk or use Willow, our virtual concierge, to schedule a time that the room will be vacant for cleaning.

• Guests should call “0” or use Willow to request service or delivery of amenity items.

- Housekeeping Pack will drop off any requested items at the guest room door. Items will be hung on the door handle in a tied bag.

- No member of the Housekeeping Pack will enter a room if a guest is inside.

- Housekeeping Pack will knock on the guest door and guest will receive a text from Willow to inform them that their requested service item is outside their door.


• To minimize surface contact, multi-use items, like pens, notepads, extra pillows, blankets, guest directories, will be removed prior to guest arrival.


• To ensure a CleanPLUS Experience, all rooms will be disinfected and sanitized using the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List. Comet and Febreze Sanitizing Fabric Refresher will also be used.

Special attention will be paid to disinfecting the following high touch areas: - Phones - TV remotes - Thermostats - Doors and doorknobs - Vanity pulls & hardware - Lighting controls - Hangers - Clock radios - Coffee makers - Microwaves

• All multi-use tools, including housekeeping carts, mops, brooms, toilet brushes and laundry room touch points will be disinfected after each shift.


• Housekeeping Pack will wear proper personal protection equipment (PPE), including face coverings and gloves, while inside a guest room.

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WATERPARK

The CDC states that “proper operation, maintenance, and disinfection of pools, hot tubs and water playgrounds should inactivate the virus that causes COVID-19.” The CDC further states that “there is no evidence that COVID-19 can be spread to humans through the use of pools, hot tubs, or water playgrounds.” In addition to using industry leading chemistry and filtration systems, we will be implementing the following precautions:

SOCIAL DISTANCING

• To maintain social distancing, families will be asked to stand 6 stairs apart while in line on the slide towers.

• Hot tubs will be closed because they do not allow for social distancing.

• Seating for small groups will be placed six feet apart.


• Entrance will be contactless by using wristbands and not requiring bag checks.

• Plexiglass barriers will be installed at the Towel Hut for a protective and contactless exchange of life vest and towels.

• Contactless food ordering & pick up will be available via the Great Wolf app.

• To minimize surface contact, swimsuit dryer use will be discontinued.


• The Towel Hut will serve as the main point of distribution for towels and life vests. All towels and life vests must be returned. Life vests will be sanitized after each use.


• Sections of waterpark attractions that are not consistently sprayed with chlorinated water will be sanitized.

• Cabanas will be fully cleaned and sanitized.

• Pack Members will clean and sanitize waterpark seating and furniture.

• For added personal protection, disinfecting wipes will be provided so guests can also clean and disinfect their seating areas before and after their use.

• Hand sanitizer stations will allow guests to disinfect hands prior to picking up tubes or loading slide rafts.

• Nightly cleaning duties will be expanded and include Zep disinfectant and foaming chemical dispensers to effectively disinfect all pool deck surfaces, slide towers, rafts and furniture each night.


• Our Pack will wear proper personal protection equipment (PPE) where appropriate.

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FOOD & BEVERAGE

SOCIAL DISTANCING

• All available tables, barstools and booths will be separated by a minimum of 6 feet.

• A maximum of 6 people per table will be allowed.

• Floor stickers will be utilized to maintain distance in queues for quick serve outlets and walk up counters.

• Buffet service will be discontinued but guests will enjoy the same great foods served by our Pack.


• Individually served beverage cans and bottles will be used instead of soda fountains.

• New glasses for all refills will be provided in a la carte restaurants.

• Guest utensils will be individually wrapped in a napkin and delivered to the table by the server when guests are seated.

• All table condiments will be provided upon guest request in single serve packets.

• Paper menus will be utilized in places where digital signage does not currently exist to mitigate surface spread through reuse.

• Paper activity sheets for kids with disposable crayons will be provided.

• All food in a la carte restaurants will be served by a Pack Member from a tray and placed directly on the table to eliminate hand-to-hand contact.

• Contactless food ordering & pick up will be available via the Great Wolf app.

• To go orders will be placed on the counter in a sealed container with condiments.


• Hand sanitizer stations will be provided for guests to sanitize hands prior to being seated at a la carte restaurants or making an order at outlets.

• To ensure the CleanPLUS Experience, all high touch areas, including all guest seating areas, will be sanitized after each transaction using the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List. On all soft materials, Febreze Sanitizing Fabric Refresher will be used.

• All dishware and cutlery will be cleaned and sanitized using Dawn Professional Power Wash, which is also on the EPA’s approved N-List.



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SOCIAL DISTANCING

• Character appearances will take place on a stage to maintain social distancing.

• Activities will be held in spaces that allow for required social distancing when possible.

• Tables and chairs will be separated by a minimum of 6 feet throughout every entertainment location.

• A maximum of 6 people per table will be welcomed in any of our entertainment areas.

• Floor stickers will be utilized to maintain 6-feet distance in queues.

• Branded squares will be placed for seating during events.


• Pre-Packed arts & crafts kits will be available for guests to enjoy on their own.

• In-room televisions will be used to create virtual events to enjoy in your room.

• Sanitized items, such as yoga mats, will be placed in a sanitized receptacle for guests to retrieve on their own.


• Hand sanitizer stations will be provided at all events, shows and character meet and greets.




ENTERTAINMENT

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ATTRACTIONS

SOCIAL DISTANCING

• Attractions spaces will use arrows to direct traffic to maintain proper social distancing.

• Floor stickers will be utilized to maintain 6-feet social distance in queues for payment and outside of outlets in case of capacity limits.

• Guest groups for Moonstone Mine will be spaced 5 minutes apart.

• Ropes Course participants allowed on the course will be reduced by 75% of capacity. The number of guests per level will be 1 person per platform.

• Two family groups at a time and with a maximum of 8 in each group will be welcomed at Oliver’s Mining.

• Every other climbing lane for the Rock Wall will be used to create social distancing between guests.

• Guests will be directed to stay one hole behind the guest who is playing ahead.

• Every other bowling lane will be used to create space between guests.

• Arcade games and attractions will be properly spaced or alternatively taken out of order to ensure proper distancing is achieved.


• Sifters will be disconnected from sluice to reduce casual touching and ease of sanitation after every use.

• Stoppers inside every miniature golf hole will be installed to allow the ball to rest above the rim to reduce guest contact inside the hole.

• Plexiglas barriers will be installed in high-traffic checkout locations that do not allow adequate space for social distancing.


• Rock Wall and Ropes Course harnesses will be sanitized after each use.

• Grips of golf clubs will be sanitized after each use.

• To ensure the CleanPLUS Experience, all high touch guest areas, along with counters, registers, phones and supplies will be cleaned and disinfected at a designated time following CDC guidelines with the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List.

• All equipment and furniture used for attraction operations will be cleaned and sanitized on an hourly basis, including MQ Computers, bowling screens, Oliver’s Sluices and Mirror Maze effects using the hospital grade cleaning product, Spic and Span 3n1. These actions ensure the CleanPLUS Experience.

• Arcades will be cleaned hourly and there will be an increased Pack presence on the floor to facilitate the cleaning.


• Mandatory masks and gloves will be required for Pack Members assisting guests during the harnessing process.


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SOCIAL DISTANCING

• Retail outlets will use arrows to direct traffic to maintain proper social distancing.

• Floor stickers will be utilized to maintain 6-feet social distance in queues for payment and outside of outlets in case of capacity limits.


• Contactless measures at POS counters will be implemented, including cashless transactions, guest receipt on demand and self-bagging by guests.

• A fitting room will not be available to avoid product contact.

• The temp tattoo application program will not be available during the re-opening phase in order to minimize contact.

• Guests will be asked to touch only what they intend to purchase to avoid contact with products.

• High-touch merchandise, including MagiQuest wands, Build-a-Bear, Glow Cart and Leather Treaty will be sold to guests from back stock.

• Bulk candy will be distributed by Pack Members only.

• Plexiglas barriers will be installed in high-traffic checkout locations that do not allow adequate distance between Packs.


• To ensure the CleanPLUS Experience, all high touch guest areas will be cleaned and disinfected at designated times following CDC guidelines with the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List.

• Product hangers will be wiped down after each use before being returned to operation. This is also part of the CleanPLUS Experience.

• All fixtures will be thoroughly cleaned and sanitized a minimum of every two hours as part of the CleanPLUS Experience.



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SOCIAL DISTANCING

• Lobby seating and furniture will be placed 6 feet apart with no more than 4 seats.

• In the event additional space is required in lobbies to manage social distancing, we will remove lobby seating.


• Air hand dryers will be replaced with one-use paper towel dispensers.


• Elevator buttons and controls will be sanitized every hour, both internally and externally.

• All public spaces will be disinfected and sanitized approximately once every 20-30 minutes.

• To ensure the CleanPLUS Experience, all high touch points, including door handles, phones, public restrooms and lobby railings will be cleaned approximately once every 20-30 minutes.



OTHER PUBLIC AREAS

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DEPARTURESOCIAL DISTANCING

• Guests will use Willow for the checkout process; they will not need to return to the front desk.

MISCELLANEOUS SERVICEMINIMIZE SURFACE CONTACT

• The business center will be closed; printing will be available via the front desk through email.

• Self-service ice machines will not be available; guests can get ice at any food & beverage outlet.

• The fitness centers will be closed.

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MEETING SPACES AND BANQUETS

We’ve always had adaptable spaces; now we’ve combined them with an equally adaptable mindset that’s ready to allow you and your group to come together in a safe and healthy way.


• Our culinary experts have refreshed our menus to maintain the highest quality standards while modifying service delivery and presentation to ensure guest safety.

• Existing buffet menus have been adjusted to offer a wide range of pre-selected boxed or plated menu options.

• Morning and afternoon breaks will include a full variety of either pre-packaged or individually covered items served by our banquet attendants.

• All beverages will be served at stations by our banquet service professionals.

• Individually packaged beverages will be available; Guests will be asked to open their own beverage where able.

• Single-serve wine offerings have been expanded.

• Clean linen will be placed on each table prior to each event.

• No communal condiments will be placed on tables. Condiments will be available upon request as single serve, disposable items.

• All tabletop décor items will be removed, including centerpieces, flowers and candles.

• Silverware will be wrapped in a clean napkin and delivered to guests after seating.

• Sealed and disposable cutlery will be available to guests upon request.


• All Pack Members providing food and beverage service will utilize proper PPE.

• Pack Members will wear proper PPE while performing setup and breakdown tasks.

SOCIAL DISTANCING

• Our industrial engineering partners have identified new maximum occupancy limits per meeting room and set type based on new physical distancing layout requirements.

• Table spacing and meeting room capacities will be reduced to allow for proper social distancing.

• Because of the wide variety of floor plan configurations available, each event will be reviewed to ensure required 6-feet distancing guidelines are met.

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• Tables will be arranged to provide proper clearance for Pack Members serving and clearing guest items.

• Beverage and food stations will be configured for safe queuing and allow for proper social distance.

• Floor stickers will help guide guests in ensuring safe 6-feet social distancing.


• Hand sanitizer stations will be positioned at the entry of each conference or banquet space.

• All A/V equipment will be sanitized on a regular basis.

• To ensure the CleanPLUS Experience, all high touch guest areas and surfaces will be cleaned and disinfected at designated times following CDC guidelines with the hospital grade cleaning product, Spic and Span 3n1, which is on the EPA’s approved N-List.

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IN THE KNOW. BEFORE YOU GO.

With the development of our Health & Safety program, we’re prepared and ready to welcome you back. We’ve made changes to your stay and the way you’ll play so your health, safety and wellbeing are cared for. That’s our Paw Pledge.

We’ve made a commitment to ensure your family safe while playing. But to uphold a safe and healthy stay for everyone, we’re asking for your cooperation.

Guest responsibilities to ensure a healthy and safe stay: • Postpone your visit if anyone in your party recently

experienced a fever, ailment or any symptoms consistent with COVID-19. We are waiving fees for reservation changes due to family illness.

• Acknowledge there is an inherent risk in exposure to COVID-19 in any public space.

• Review the Guest Health Screening Questionnaire ahead of your visit, knowing that you will be unable to complete your check-in with us unless you are able to certify that none of your guest party has any of the symptoms or risks of exposure described in the Questionnaire

• Complete the Guest Health Screening Questionnaire.

• Uphold our social distancing practices across the resort:

- For children too young to understand or adhere to social distancing guidelines, we kindly ask for additional parental supervision and assistance when visiting more populated areas of the resort, especially when entering waterslide and attraction queuing areas.

• Leverage our personal protection amenities provided:

- Please use the hand sanitizer and disinfectant wipes provided, and we strongly encourage you to wash your hands regularly during your visit.

- We encourage the use of face coverings where appropriate. If state regulations call for the use of face coverings, we will require face coverings to be worn in all public areas of the resort with the possible exception of certain areas within the waterpark.

• Make the most of our contactless offerings by downloading the Great Wolf app. It allows you to access:

- Complete online check-in prior to your arrival

- Contactless food ordering and pick up from all Food & Beverage outlets.

• Comply with contactless payment by using your credit card or wristband for payment during any in lodge transaction.

• Use Willow, our virtual concierge, for a contactless way to help with all of your service needs.

• Follow Pack directions and guidance when provided.

• Understand that we will be refining procedures. We’re confident the modifications we’re making won’t interfere with your ability to have fun, but it will be a different Great Wolf Lodge experience.

Further Information

For more information on our Paw Pledge or other initiatives, such as Community Commitment and Travel Flexibility, visit Greatwolf.com/paw-pledge

HEALTH & SAFETY PROGRAM · 2020-07-01 · Guest Rooms 11 Waterpark 12 Food & Beverage 13...

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Transcript of HEALTH & SAFETY PROGRAM · 2020-07-01 · Guest Rooms 11 Waterpark 12 Food & Beverage 13...