THE PHOENICIAN: TAKING CARE OF YOU · Tennis/Pickleball Courts Singles play only, no switching...

THE PHOENICIAN: TAKING CARE OF YOU

As travel evolves and changes to

reflect a “new normal,” Marriott

International and The Phoenician are

implementing more than 200

enhanced/additional cleaning

protocols along each step of our

guests’ journey and throughout every

physical space in the resort,

supported by CDC, federal, state and

local government guidelines.

DEEPER, MORE FREQUENT CLEANING

LESS CONTACT, MORE CONNECTION

ENHANCED HYGIENE PRACTICES

REDESIGNING THE GROUP EXPERIENCE



FACE MASK REQUIREMENT

To help mitigate the spread of COVID-19 throughout Arizona, local city ordinances require all

individuals 6 years of age and older to wear a face mask while in public and within 6 feet of

another person with whom they are not traveling. This applies to all resort public areas. Guests

are asked to bring their face masks with them. If a guest does not have a mask, he/she may

visit Guest Reception, where one will be provided. Information as to where to purchase

additional masks on property will also be available.

Exceptions to this requirement include:

Those who should not wear face masks due to a medical or mental health condition, or

developmental disability

Those whose religious beliefs prevent them from wearing a face covering; or, during a

religious ceremony or service

Restaurant and bar patrons, while dining and/or having drinks; (guests are encouraged,

however, to wear their masks when not at their tables or pool chairs)

Individuals exercising outdoors, or walking and exercising with other people with whom they

are traveling – as long as a social distance of 6 feet is maintained from all others

Those that are swimming

1. Enhanced Cleaning

Protocols for every space of the resort; especially for high-traffic spaces and high-touch surfaces such as

elevators; reception desks/pods; handrails; pool chairs; public restrooms

2. Hygiene

Hand-washing requirements for associates; sanitizer dispensers placed throughout the resort; covering

mouth and nose with tissue when coughing or sneezing, and disposing of tissue immediately; avoiding

touching eyes, nose and mouth

3. Less Contact, More Connection

Utilization of the Marriott Bonvoy™ app: check-in, eFolio delivery, mobile requests

4. Physical Distancing

Modified floor plans; reduced seating capacities; queuing through floor signage/markings and stanchions

5. Minimizing Reuse

Reducing shared-use items; using disposable and single-use items

6. Training

Phoenician Cleanliness Champion; updating training and protocols for all associates with daily

reinforcement

7. Cleaning Equipment

HEPA/ULTA filtration in-air units and vacuums; innovative technologies such as electrostatic spraying and

UV light disinfection (in development)

8. Personal Protective Equipment

Face coverings required for all associates and appropriate PPE provided for associates to wear

9. Temperature Checks

Administered to all associates prior to work, contractors and vendors; no entry for those that record a

temperature of 100.4° F (38° C) or above


THE 9-STEP PROGRAM:

RESORTWIDE

Parking

Self-parking only

Transportation

Capacity limit for Phoenician vehicles and golf carts; all transportation sanitized

between trips

Bell Carts

Luggage sanitized after each associate touch; bell carts sanitized after each use

Cleaning & Disinfecting

Deeper, more frequent cleaning of high-traffic and high-touch areas, using

HEPA/ULTA filtration in air units and vacuums; innovative technologies like

electrostatic spraying and UV light disinfection (in development)

Hand-Sanitizer Dispensers

Stationed throughout the resort, with focus in high-traffic areas

Lobby & Thirsty Camel Furniture, Queues

Modified floor plans; reduced seating capacities; floor signage/markings and

stanchions for social distancing

Public Restrooms

Deeper, more frequent cleaning and after high-guest use


ARRIVAL SPACES

Registration

Satellite check-in with optional plexiglass shields for group staff

Room Sets

Customized floor plans with seating capacities reviewed for each individual event; refreshed linen

overlays provided between meals; on daily basis for meeting sets

Audio/Visual

Equipment sanitized before/after each use; minimization of room occupancy by livestreaming to

complementary ancillary spaces

Business Center

Equipment sanitized between use; remote-printing options

Guest Flow

Use of one-way entrances/exits and aisles with appropriate directional signage for social distancing

Breaks

Single-serve and pre-packaged food, beverage and condiments; breaks coordinated across groups

to manage guest traffic

Meals

Pre-packaged, grab-n-go or plated meals; modified buffets with servers, plexiglass shields, hand-

sanitization stations and queue management

Table Settings

Limited, with pre-packaged items; disinfected between use

Foyers, Ballrooms, Meeting Rooms

Deeper, more frequent cleaning; including after breaks; using HEPA/ULTA filtration in air units and

vacuums; innovative technologies like electrostatic spraying and UV light disinfection (in

development)

Requests and Billing

Touchless options; reduced handling of planner’s personal meeting materials


MEETING SPACES

Arrival

Doors propped open; use of one-way directional entrance/exit doors with appropriate signage;

stanchions or floor markings for social distancing

Room Sets

Customized floor plans with seating capacities reviewed for each individual event

Audio/Visual

Equipment sanitized before/after each use

Guest Flow

Use of one-way entrances/exits and aisles with appropriate directional signage for social distancing

Meals & Food Displays

Pre-packaged, grab-n-go or plated meals; modified buffets with servers, plexiglass shields, hand-

sanitization stations and queue management

Beverage and Bar

Cocktail equipment sanitized between use; removal of pre-sliced garnishes; single-use glassware

(no refills)

Table Settings & Cutlery

Centerpieces, cutlery, china, glassware and linens sanitized between each use

Outside Vendors/Clients

Temperature checks, personal protective equipment and sanitation protocols required

Cleaning Protocols

Tables, chairs and all high-touch items sanitized between events, using HEPA/ULTA filtration in air

units and vacuums; innovative technologies like electrostatic spraying and UV light disinfection (in

development)


BANQUET EVENTS

Mobile Check-In

Utilization of the Marriott Bonvoy™ app: check-in, eFolio delivery, other mobile requests; relocation of

credit card payment devices to reduce handling of guest’s personal property

Queues & Signage

Queues with floor signage/markings and stanchions for social distancing

Associate Care

Focus on hygiene and disinfection among Front Office, Guest Services, Guest Experience and

Concierge teams; use of trays to pass items to guests

Hand-Sanitizer Dispensers

Stationed at the front desk and surrounding areas

Disinfecting Key Cards

Disinfected between stays; prior to distributing to guest

Bell Carts

Luggage sanitized after each associate touch; bell carts sanitized after each use

Concierge

Modified service with focus on digital and self-service options

Retail Shops

Personal care items (masks, gloves, sanitizer, disinfectant wipes) available; modified operations to

include reduced capacity; queues with floor signage/markings and stanchions for social distancing

Personal Greeter

Phoenician associate to assist with social distancing during peak periods


FRONT DESK AND LOBBY AREA

Enhanced Cleaning

Deeper cleaning between guest stays; use of specific chemicals for each part of room; guests to

place trash bags to be removed outside door, contact Housekeeping Department for pick-up

Furniture

Deep cleaning and disinfecting of all furniture, fixtures, and surfaces (headboards, end tables, etc.)

New Amenity

Disinfecting wipes provided in each guest room

High-Touch Items

Deeper cleaning of high-touch items (handles, faucets, clock radios, television remotes,

temperature controls, etc.)

Removal of Non-Essential Items

Eliminating non-essential, high-touch items (magazine or books, brochures, etc.)

Equipment

HEPA/ULTA filtration in air units and vacuums; innovative technologies like electrostatic spraying

and UV light disinfection (in development)

Removal of Shared-Use Items

Removing coffee machines, minibars, decorative pillows, extra blankets, etc.

Associate Entry and Personal Protective Equipment

Modifying in-stay housekeeping frequency (provided every third day, unless requested), and other

associate entry into guest room; eliminating turndown service; use of face coverings, gloves and

other PPE items by all associates

Delivery

Promoting use of mobile chat and requests via Marriott Bonvoy™ app for additional amenities, with

contactless delivery


GUEST ROOMS

Reduced Seating

Modified floor plans and reduced seating to ensure physical distancing at The Phoenician Tavern and

the Thirsty Camel; surfaces sanitized between guest use; no seating at The Marketplace (grab-n-go

only)

Reservations

Reduced occupancy; reservations recommended for The Phoenician Tavern; parties larger than 10

prohibited

Food Safety

Appropriate PPE use for food handling and preparation, including face coverings and gloves;

compliance with all Marriott and industry food safety protocols; food to be covered when leaving the

kitchen

Bar Service

Cocktail equipment sanitized between use; removal of pre-sliced garnishes; single-use glassware (no

refills); limited food service

Alternate Menu Options

Single-use, disposable menus

Food Displays

Elimination of self-service food stations

Elimination of Self-Service Items

Condiments, etc. (Pre-sanitized options provided upon request)

Grab-n-Go

Pre-packaged options, utensils, condiments provided at The Marketplace and The Phoenician Tavern

Payment

Reduced handling of guest’s personal property; alternate payment options including contactless bill

close-out

THE PHOENICIAN: TAKING CARE OF YOURESTAURANTS & BARS

Restaurants Currently Operating:

The Phoenician Tavern; The Marketplace;

The Thirsty Camel

Enhanced Cleaning

Using specific chemicals for each individual area; sanitizing equipment, surfaces and furniture between use

Hygiene

Hand-sanitizer available throughout pool complex; disinfectant wipes provided on request; face coverings and

other PPE equipment worn/used by all associates

Social Distancing

Reduced capacity; increased space between lounge chairs and tables; use of appropriate signage/deck

markings

Signage

Additional signage around and inside pool complex outlining new capacity protocols

Kalio Kabobery

Providing single-use beverage items and limited food service

Cabanas

Day beds, cabanas and interior furnishings sanitized between use

Adult Hot Tub

Closed until further notice

Waterslide

Signage/deck markings for social distancing; stairs/handrails sanitized every 60 minutes

Towels

Towels provided upon arrival (no pre-set); used towel bins emptied and sanitized every 60 minutes

(minimum); towels placed in sealed bags and delivered to laundry pick-up areas

Splash Pad and Treehouse

Modified operations to disinfect surfaces and equipment; reduced capacity

Recreational Activities

Disinfecting equipment/items after each use; hand sanitizer provided; reduced capacity; face coverings and

other PPE equipment worn/used by all associates


THE PHOENICIAN POOLS

AND RECREATION

Fitness Center

Enhanced sanitation of equipment between use; high-touch surfaces cleaned hourly;

modified floor plan to increase space between equipment for social distancing;

reduced capacity; hand-sanitizer stations provided; elimination of communal snack

offerings; modified hours for appropriate deep cleaning

Game Room


Retail Shop

Personal care items (masks, gloves, sanitizer, disinfectant wipes) available; modified

operations to include reduced capacity; queues with floor signage/markings and

stanchions for social distancing

Tennis/Pickleball Courts

Singles play only, no switching sides of court; use of own numbered tennis balls

Tennis Instruction

To be conducted on an individual basis

Half-Court Basketball


Associate Personal Protective Equipment

Use of face coverings and other PPE items by all associates


THE PHOENICIAN

ATHLETIC CLUB

Enhanced Cleaning

Sanitization of equipment, treatment rooms, and lounge areas/items between use; high-touch surfaces cleaned

hourly

Hand-Sanitizer Stations

Located throughout common areas

Social Distancing

Signage/floor markings throughout facility

Shared-Use Items

Sanitization of hair dryers after each use; single-use products provided

Locker Rooms

Lockers and keys sanitized between use; assigned lockers staggered to increase physical distancing; hot tubs,

sauna and steam rooms closed until further notice

Fitness Center

Enhanced sanitation of equipment between use; high-touch surfaces cleaned hourly; modified floor plan to

increase space between equipment for social distancing; fitness classes limited to 10 participants

Menu of Services

Modified to eliminate higher level human touchpoint treatments; revised menu available at

thephoenician.com/spa

Appointment Schedule

Staggered arrival times; extended length between appointments to allow for deeper cleaning between each

Payment

Relocation of credit card payment devices; reduced handling of guest’s personal property

Retail Shop

Personal care items (masks, gloves, sanitizer, disinfectant wipes) available




THE PHOENICIAN SPA

Clubhouse Cleaning

Deeper more frequent cleaning of locker rooms, pro shop, high traffic and high touch areas

Golf Car Use

Modified golf car staging; single rider use only unless riding with member of same household

Golf Car Cleaning

Deep cleaning and sanitation of every golf car before and after guest use

Guidelines for Play

Extended intervals between tee times; congregating discouraged before/after round

Practice Facilities

Limited to 50% capacity with increased spacing between hitting stations

Course Set-Up

Removal of water coolers and self-serve stations, ball washers, rakes; modified no-touch flagstick

protocols

Golf Instruction and Fitting

To be conducted on an individual basis

Pro Shop

Personal care items (masks, gloves, sanitizer, disinfectant wipes) available




THE PHOENICIAN GOLF CLUB

THE PHOENICIAN: TAKING CARE OF YOU · Tennis/Pickleball Courts Singles play only, no switching...

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