Stay Villa A POST COVID19 INITIATIVE Health & Safety Protocols

I N F O R M A T I O N F O R T R A V E L P A R T N E R S , T R A V E L O P E R A T O R S & A G E N T S

CleanStay@Villa

Health & Safety ProtocolsHealth & Safety of our Guests are our Priorities

A P O S T C O V I D 1 9 I N I T I A T I V E

villahotels

CleanStay@Villa A P O S T C O V I D 1 9 I N I T I A T I V E

CleanStay@Villa InitiativeAs the Maldives opens its borders on 15 July 2020, we are pleased to introduce our CleanStay@Villa Initiative that focuses on health and safety. This new initiative is implemented to provide confidence, and peace of mind, to all our guests and travel partners.

CleanStay@Villa is built on Villa Resorts' tradition of prioritising high safety and hygiene standards. Our health & safety protocols are inspired by the guidelines of the World Health Organization (WHO) and, they adhere to the standards set by the Maldives Health Protection Agency (HPA). A trained Health & Safety Task Force, with an in-house medical doctor, will ensure smooth implementation of the protocols. All staff members involved in transport and resort services, including resort management, are trained in Covid-19 related health and safety measures, and personal hygiene.

This document details specific measures and protocols that are implemented under the CleanStay@Villa for various functions and services of our resorts.

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Upgraded Health & Safety SOPs

Arrival & Transfers

Check-in & Check-out

In-Resort Transport & Excursion

Housekeeping

Restaurants, Bars, & F&B Outlets

Food Production – Kitchens

Common Areas

Gym, Pools & Recreational Facilities

Spa

Water Sports & Diving Centre

Laundry

In-House Medical Clinic

Handling Guests & Staff who feel unwell

Staff Measures & Training

Upgraded SOPs streamline social distancing and disinfecting of all touchpoints that include:

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Arrival & Transfers• Airport hosts wear protective gear, face masks, and maintain social

distancing• Airport Reception Counter is disinfected regularly• Face masks and sanitizer are available from Reception Counter• Speedboats and aircrafts for transfers are sanitized after every journey • Speedboat and aircraft crew are trained in safety and hygiene• Transport crew wears appropriate gear, face mask and practices social

distancing • Safety & hygiene instructional illustrations are in the seat pockets of

transport vehicles• Face masks are required for guests, unless unable to wear due to health

reasons• Masks and sanitizer are available on transfer speedboats and aircrafts • Luggage is sanitized before loading on transfer speedboats or aircrafts

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Check-In & Check-Out• Reception hosts wear face masks and maintain social distancing• Front desk and the lobby area are sanitized every two hours • Social distancing is practiced by guests and staff during check-in• Hand-wash basin and sanitizer are available at reception

Contactless Check-In • Guests are escorted directly to the room for check-in. • Sanitized keys are provided on a key-plate to avoid staff contact • Check-in and check-out hosts wear face-masks and gloves• Payments are collected by credit/debit cards to avoid contact • Luggage is sanitized before transporting to or taken out of rooms

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In-Resort Transport & Excursion• All in-resort vehicles and excursion vessels are meticulously sanitized after

every use• Luggage is sanitized before sent to or taken out of rooms . • Transport crew follows strict hygiene guidelines and wear appropriate gear

and face marks, and practice social distancing• Safety and hygiene instructional illustrations are in the seat pockets of

transport vehicles• Face masks are required for guests, unless unable to wear due to medical

reasons • Masks and sanitizer are available in transport vessels

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Housekeeping• Rooms are deep-cleaned with hospital-grade disinfections• Staff members are trained, and wear appropriate gear, masks and gloves • Linen are removed with care and minimal handling • All touchpoints (remote controls; toilet seats and handles; furniture and door

handles; washbasins; nightstands; in-room control panels; light switches; temperature control panels; alarm clocks; telephones; luggage racks; doorknobs; faucets; switches; thermostats; clocks; coffee makers; kettles; hangers and flooring) are disinfected thoroughly.

• Guest amenities (pens, notepads, and directories are removed from the guest rooms), to be provided on request.

• Occupied rooms are disinfected daily • Sticker are placed on the door to confirm disinfecting date and time • Hand sanitizer gel bottles are placed in the rooms for guests

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Restaurants, Bars, & F&B Outlets• Staff wears face shields, masks and gloves when on duty. • Tables are set at 1.5m – 2m apart for social distancing • Split-service timing schedules are applied, with pre-allocated seats for guests • Guests are required to sanitize hands before entry• Safety signages are displayed throughout the restaurants & bars• Tables and chairs are disinfected before re-setting. • Tablecloth and linen are replaced after every seating • No self-service beverage stations are provided • Condiments such as salt. pepper, sugar, ketchup, are provided as single use

packets • Children are required to be supervised by parents • Buffet chafing dish handles, and tongs are handled by designated staff

wearing face shield, masks and gloves (or are changed frequently)• Bills are presented to guests in a sanitized bill folder• All F&B outlets are disinfected daily• A daily log of activities are kept for record keeping

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Food Production – Kitchens• Kitchens are sanitized regularly, and hand-sanitizer dispensers are placed at

entrance • Only staff trained in health, safety and hygiene are permitted in the kitchen• Staff teams are formed, and interaction are reduced between teams• Staff wears masks, gloves, hair nets, and required safety gears • Chefs assigned for buffet service wear face-shields, masks and gloves• All food products are washed at prescribed temperatures before food preparation • Buffet spread reduced to avoid crowding and social distancing enforced at buffet• Buffet tongs and ladles are changed frequently (or designated staff with face

shield, mask and gloves serve guests at the buffet to avoid multiple people touching tongs and ladles)

• Buffet surfaces cleaned after each service• Pots, pans, chopping boards, knives, crockeries and cutleries, and other utensils

are washed and disinfected under a set protocol • A daily log of kitchen activities are kept for the record

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Common Areas• Common areas are disinfected frequently: lobbies and corridors; benches,

chairs, and couches; toilet doorknobs and public toilets; wooden fences; security guard booths; door handles, and security locks; and office and meeting rooms

• Hand-washing kiosks, sanitizers, and disinfecting wipes are available in common areas

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Gyms, Pools & Recreational Facilities• Staff wears face masks and gloves, and are trained for social distancing • Automatic sanitizer dispensers are placed at entrance; guest are required to

use hand sanitizer • Reception counter/desks are disinfected every 2 hours• Furniture are disinfected after every use • Toilets are disinfected frequently • Positions of sun lounges at the pool and other public areas are marked • Sun lounges & seats are disinfected before new guests are seated• A log of daily activity are kept for record keeping

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Spa• Spa treatments that present risk of infection are halted temporarily• Spa staff is trained in infection-related precautions associated with the

treatments• Treatment rooms items such as mattresses, face cradles, oil warmers and

foot bath bowls are disinfected after every treatment• Teacups, glasses & cutleries are thoroughly cleaned and disinfected.• Chairs, the wet room facilities, and bathtubs are disinfected after every use

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Water Sports & Diving Centre• Snorkeling equipment, diving gears and suits are thoroughly disinfected• Staff wears appropriate gear, and face masks

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Laundry• Used linen are removed and bagged in the room to minimize contact• Warmest permissible water setting is used for washing and drying• Certified laundry detergents are used • Staff uniforms are sanitized, and steam pressed, or heat ironed • Laundry staff uses masks and gloves • Staff maintains social distancing during uniform exchange

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In-House Medical Clinic• In-house doctor is available at the in-house clinic.• Doctors and other staff wear personal protective equipment (cap, mask,

face shield/goggles, gloves and gown) before seeing any patient with symptoms of acute respiratory illness.

• Doctors wear mask and use hand sanitizer before seeing all patients• PPE equipment is adequately stocked in the clinic • Clinic maintains detailed medical records

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Handling Guests and Staff Who Feel Unwell• Guests and staff are required to inform immediately if feeling unwell, or

suspect Covid-19 symptoms • Resort Task Force will respond promptly and follow established protocols• Anyone suspected of Covid-19 will be moved to designated quarantine

rooms in the resort • Quarantine rooms follow guidelines set by the Health Protection Agency of

Maldives • Guests will receive utmost care and attention• Resort's Heath Task Force will ensure quality care and hospitality for the

guest• Medical doctor and health professionals will care for anyone in quarantine • Anyone in quarantine, if required, will be transferred to a hospital for further

treatment

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Staff Measures & Training • Every staff member is trained in personal safety and hygiene• Preventive measures are displayed in staff areas. • If a staff is unwell or suspects symptoms of COVID-19, he/she will be

quarantined and tested • Staff undergoes regular health check-ups, and body temperature is taken daily • Staff undertakes personal disinfection procedures at the end of each duty shift• Extensive training is provided for staff on COVID-19 safety and upgraded

hygiene standards • Staff who meet guests as part of their duty are trained in the use of PPE• Staff dining hours are adjusted to facilitate social distancing• Automatic hand sanitizing stations are set at all entrances/exits to staff areas• Service staff use hand sanitization regularly • Specially trained Covid-19 Task Force at each resort

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Our guests' health and safety are our priorities. If you need clarification on any of the protocols and measures in this document, or simply have a question, please contact us:

Email: [email protected]

Stay Villa A POST COVID19 INITIATIVE Health & Safety Protocols

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