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?
Meera Raj: IHG has a long-standing commitment to rigorous cleaning procedures. Launched in 2015, the IHG Way of Clean programme was developed with Ecolab and Diversey, both world leaders in hygiene and cleaning technologies and services. This programme is now being expanded with additional COVID-19 protocols and best practices – many of which are already in place – to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention and local public health authorities in markets around the world.
IHG Way of Clean already includes deep cleaning with hospital-grade disinfectants and going forward guests can expect to see evolved procedures in every area of the hotel, which may include:
- Reception: Reduced contact at check-in, touchless transactions, front-desk screens, sanitizer stations, sanitised key cards, paperless checkout.
- Guest Room: Visible verification of sanitized items (e.g., glassware, remote control), reduction of in-room furnishings/high-touch items, new laundry protocols, use of new technology.
- Public Spaces and Facilities: Additional deep cleaning of high-touch surfaces, social distancing, “last cleaned” charts, best practices for pools, fitness centres and lounges.
- Food & Beverage: New standards and service approach to buffets, banquets, room service and catering.