What Hotels Are Doing to Ensure Guests Of A Safe And Enjoyable Stay
Casa del Rio Melaka, Malaysia
A Little Information On Casa del Rio Melaka
Melaka’s river is a big part of Melaka’s history. It has seen many historical events from international trade to warfare. The allure of this river has attracted hotels, cafes, retail shops, etc. along its banks. Beautifully painted murals on buildings attract visitors and their cameras. Amongst these stands a majestic hotel.
Presenting majesty by the Melaka riverside, Malaysia’s colourful and historic pride and joy; hotel called Casa del Rio. Casa Del Rio is the first boutique hotel to lay roots on the banks of the Melaka River. The 66 rooms and suites at Casa del Rio are beautifully decorated and designed, blending -Mediterranean style – with Peranakan touches (Baba Nyonya ‘Straits- Chinese’). Casa del Rio (Spanish for ‘Home by the River’) is a mansion of opulence, rising majestically from the riverbank and ideally located a minute away from Jonker Street.
Interview Questions Between Escapy Travel Magazine (ETM) & Michael Quay, Hotel Manager of Casa Del Rio Melaka, Malaysia
ETM: What safety measures have been put in place to ensure staffs (team members), third party suppliers, etc. are healthy or virus free (since members of staffs as well as suppliers will inevitably meet at one point in time or another and could spread the virus)?
Michael Quay: Safety measures to ensure staffs & third party suppliers are virus free…..
Staff
– All staffs are updated from time to time during MCO (Movement Control Order), on new reopening SOPs for various department, recommended by MAH (Malaysia Association of Hotels), complying to WHO (World Health Organization) and KKM (Kementrian Kesihatan Malaysia) guidelines.
– Temperature will be recorded when reporting for duty and 4 hours later.
– Hand sanitizer will be provided at staff entrance.
– Uniform provided will be disinfected before & after every wash.
– Not more than 6 staffs at any one time in the locker rooms.
– Face mask will be provided to all staffs.
– Gloves will be provided to all Kitchen, House Keeping, Food & Beverage staffs.
– No contact check in process.
Guests
– Temperature recorded upon arrival.
– Details will be recorded through QR code.
– Register basic personal details and declaration of their travel history.
– Bags will be sanitized upon arrival.
– Rooms will be disinfected and sanitized thoroughly and entrance will be sealed with a sticker reading “Your Room Has Been Thoroughly Sanitized.”
– Digital or Paperless Check in process will be done at the room
– Guest will be provided with face mask and a bottle of hand sanitizer.
– Minibar will be available only upon request.
– Coffee/Tea & Hot Chocolate with sugar & creamer will also be provided in Sachets.
– Guest temperature will be recorded when entering restaurants and during in and out movements from the hotel premises.
– There will be a 2 metres distance marker queue line.
– Seats will be 2 metres apart and limited to 4 persons per table.
– Buffet services will not be available. Only A La Carte dining is available.
– Menus will be in Digital format through QR code scanning via mobile phone. For guest who does not have a phone, we will provide a digital tablet with menus.
Vendors & Suppliers
– Temperature recorded upon arrival.
– Register basic personal details and declaration of their travel history.
– Wearing face mask will be compulsory (no mask no entry).
– To sanitize hands with hand sanitizer provided at the entrance before entering hotel premises.
– Contractors allowed a maximum of 4 hours.
– Foreign labour will need to register with work permit.
– Supplies received will have a separate landing area, and will disinfected before being moved into the hotel.
ETM: What safety measures have been put in place for guests to ensure their safety in areas where there usually are crowds such as the lobby, F&B outlets, entertainment areas, activity areas (gym, sauna, pool, games room, etc.), etc?
Michael Quay: Gym, Spa & Swimming Pool will be closed. Restaurants will follow safety measures as mentioned above.
ETM: What safety measures have been put in place for guests to ensure their safety in confined small spaces such as lifts for example; since guests (as well as staffs) use them all the time?
Michael Quay:
– Lift will be limited to 4 persons maximum.
– Lift will be disinfected thoroughly every 30 minutes, especially all press buttons.
– Foot print stickers will be placed on the floor corners of every lift shuttle to mark “safe standing” locations.
– Foot print sticker will also be placed outside of lift landings to ensure that social distancing is adhered to (between guests as well as staffs walking in and out of lifts).
– Library will be limited for a maximum of 6 persons at any one time.
– Hotel Shop will be closed and merchandises will be available for purchase at a cart located at the open lobby area.
A bird’s eye view of Casa Del Rio Melaka.
ETM: What safety measures have been put in place for guests to ensure their safety in rooms? Rooms are constantly used by different people (guests) and we do not know if one of them is carrier of the virus.
Michael Quay:
– There will not be room turn down services, unless specially requested for.
– No decorations for special occasions or surprises unless requested for.
– Upon check out, Rooms will be ventilated for an hour and thoroughly disinfected, and stripped before cleaning, sanitizing and makeup process. Once done, it will be sealed at the door entrance with a sticker that reads; “Your Room Has Been Thoroughly Sanitized.”
ETM: What has your team prepared (resort) or done to ensure the safety of your guests in general?
Michael Quay:
– Posters for Safety & Hygiene practices are placed at public areas and rooms.
– Hand sanitizer is available at public areas 24 hours, daily.
– Quarantine room is on standby just in case.
– Emergency contact of Hospitals handling Covid 19 suspects or cases are available.
– 24 hours Doctor on call service.
– 24 hours Availability of face masks.
– Minibar available only upon request.
– Disinfecting of guest luggage upon check in.
– Sealed room sticker to prevent entry after rooms have been cleaned and sanitized.
– Disinfecting of rooms before and after stay.
– Disinfecting of items purchased such as supplies, before granting entry into the hotel.
– Strict safety and hygiene practice by all staffs and management in compliance to WHO standards.
ETM: Are there any new SOPs (Standard Operating Procedures) that has been or that will be applied for the current situation as well as going forward?
Michael Quay: We have an elaborate SOP from HPL (managing company based in Singapore) in compliance to WHO and KKM’s standard operating procedures. We’ve named it Care, Clean & Comply or 3C. This was compiled from General Managers of all sister properties and VPs (Vice Presidents) to cover all possibilities.
ETM: Are there any new policies in place with the Corona Virus pandemic around? For example, cancelation policies, booking policies, etc.
Michael Quay: Book now stay later dates. No cancellation fees.
Scenario1: If one person in the family is unhealthy (may or may not be due to the virus), will the whole group be turned away?
Yes.
Scenario 2: What if guests of the hotel bring guests who are not registered into the hotel?
All visitors will still have to go through the screening and documentation processes to register their names and declarations of their travel history.
Those not registered to stay will be allowed visitation, but will be charged accordingly should they decide to stay overnight.
ETM: What current measures are in place once a positive case is detected and confirmed?
Michael Quay: Guest will be referred to medical professionals and rooms will be immediately closed for disinfection.
– All restaurants, lifts, and possible infected areas will also be closed for disinfection.
– Staffs in contact with said guest(s) will be sent for screening.
– Will seek KKM’s advise and approval prior to releasing the above procedures.
ETM: Who checks and verifies that the hotel has been regularly sanitised? Any authorities to monitor and what are the procedures?
Michael Quay: All department heads and HM will be responsible to check and verify that procedures are followed. MAH has submitted a SOP worksheet to MOTAC (Ministry of Tourism And Culture) on the certification procedures, pending approval.
One of the rooms at Casa Del Rio Melaka.
ETM: What can guests look forward to when staying at your hotel or resort in times like this?
Michael Quay: Assurance that safety and hygiene practices are strictly adhered to in all areas of the hotel including back of the house and staff’s areas.
Assurance to the above following SOPs called, Care, Clean, Comply or 3C in compliance to International standards.
Casa Del Rio, Melaka
88, Jalan Kota Laksamana, 75200 Melaka, Malaysia
Google Maps to Casa Del Rio Melaka
