Last updated 20-05-2020

Staff Policy – Coronavirus

We recognise the situation surrounding novel coronavirus (COVID-19)  is unsettling and that you may have concerns about your upcoming stay. 

Our amazing team will be working round the clock to ensure your health & wellbeing is our highest priority. If you are visiting anytime soon expect exceptional hygiene levels and happy smiles but please be assured that all staff are following an extensive policy to best ensure theirs and your safety. Please see below our staff policy and the changes we are implementing to ensure both yours and our staff safety.   

If you still fancy a chat you can get in touch via our contact page or check out our FAQ's which may answer any questions you have about booking a stay here. You can also follow us on Facebook, Twitter and Instagram

Social Distancing
In order to keep each other and our guests safe It is the responsibility of all members of staff to conform to strict social distancing whilst at work and outside of work, to follow the government advice to stay a minimum of 1 meter away from others at all times. Those found to be not following social distancing either inside of work or outside of work may be subject to disciplinary action.

Good personal Hygiene
It is the responsibility of all staff to follow good hygiene practices and wash your hands with soap frequently for a minimum of 20 seconds (or using alcohol gel). This must be done upon arrival to work, before and after breaks, after touching your face, following visits to the toilet

Travelling to and from work
We advise that the use of public transport and car sharing should be avoided to get to and from work however if you must use public transport or car share we recommend the use of gloves and face coverings at all times whilst doing so and that more than 2 people per car is strongly discouraged.

Arriving to work
Staff must enter the building via their designated entry point they must sanitise their hands upon entry to the building and proceed directly to their department using the designated route of travel

Department

Entry

Exit

Reception

Front Door

Back reception door

Porters

Front Door

Back reception door

Health Club

Front Door

Bar door

Housekeeping

Front Door

Back reception door

Chefs Ground floor

Back staff entrance past clock in machine

Main kitchen ground floor door

Kitchen Porters – Ground floor

Back staff entrance past clock in machine

Bar door

Chefs – 1st Floor

Back staff entrance past clock in machine

Bar door

Kitchen Porters – 1st floor

Back staff entrance past clock in machine

Bar door

F&B

Back staff entrance past clock in machine

Bar door

Maintenance

Do not enter main building

 

Admin

Do not enter main building

 

 

Directions of travel

All staff are prohibited from travelling outside of their department unless it is necessary, where travel within the hotel is necessary all staff are required to travel using the designated direction of travel.

Designated facilities

Start times, breaks times and Rest facilities
Working start, finish and break times must be staggered in order to ensure that social distancing is maintained at all times. It is the responsibility of departmental managers to ensure that rotas are completed at least 1 week in advance and submitted to deputy for review to ensure.

The provision of staff lunch will be suspended to prevent staff from congregating in the kitchen so staff are required to bring their own lunch and drinks (preferably in a sealed cool bag)

Breaks may only be taken 1 at a time (your manager will inform you of when your break time is). We advise that you take your break at your desk (sanitised first), in your car or outside where necessary. Otherwise break rooms are as follows (maximum of 1 person allowed per area at any one time).

Working in Teams
Where possible working in teams must be prohibited and the maximum number of staff allowed in any area at any given time must be adhered to:

Where team working is essential staff must be split into set teams and only work within their given team maintaining strict social distancing

Work stations and Hot desking
It is the responsibility of each employee to sanitise their own workstation using the equipment provided at the start and the end of each shift.

Work stations include:

Where possible hot desking is to be prohibited (only work at your given work station), if this is not possible please pay extra attention to your sanitisation at the start and beginning of your shift.

PPE 

Whilst at work you are required to wear the following PPE at all times.

Department

Compulsory PPE

Reception

Gloves – protective screen

Porters

Gloves – face mask

Health Club

Gloves – Protective screen

Housekeeping

Gloves, face mask

Chefs

Gloves, face mask, apron

Kitchen Porters

Gloves, face mask, apron

Bar

Gloves – protective screen

Waiters

Gloves, face mask

Vu Spa

TBC

Maintenance

Gloves – face mask

Admin

Frequent hand washing

 

PPE must be changed at a rate of once every hour, before and after breaks and after using the toilet

Deliveries
Delivery drivers are not to enter the building. We will be publishing a delivery policy to all suppliers stating that when they arrive with a delivery, they must phone reception who will arrange or the delivery to be signed for and collected from the delivery collection point

Identified frequent touch points
It is the responsibility of the following departments to ensure that the identified frequent touch points are sanitised every 2 hours

Housekeeping

Reception

Porters

Restaurant staff/breakfast staff

Pub staff

Health Club Staff

Kitchen Staff

Accounts office staff

Ops office

Returning home from work
Following you return home from work it is important to remember that you have been mixing with the public and although every precaution has been taken to minimise the risk of exposure to the virus you may have it on your hands and clothes so we recommend that you wash your hands thoroughly and immediately upon returning from work and change your clothes (washing your work clothes) as soon as possible. 

Specific Departmental Procedures

Reception
Max number of staff – 1 at the front desk, 1 in the back office

Guest Check In  - guests will be required to book a check in slot. These will initially be booked in 10-minute slots from 1.30pm thus meaning that a maximum of 6 check-ins per hour. Guests will be asked to pay for their room online prior to arrival, all extras will be paid for using contactless payments at point of purchase. Guests will be sent details of their room how to find it and their itinerary prior to arrival so that they can just collect their room card from reception.

Guest information – all guests will be issued with an information leaflet explaining that in these circumstances we prefer it that if a guest requires anything they should telephone reception rather than going to reception. They will be given details of how to travel about the hotel and using the 1 way system to do so and all other information they need prior to arrival at the hotel

Guest Baggage – if guests would like us to take their baggage to their room they will be required to leave it in the baggage area. We will then label it and have it taken to their room. If the guests are in their room when the baggage is delivered the porter will leave the baggage outside the door

Booking of the pool table, and play area – reception will manage the booking of the play area

Guests check out – guests will be required to book their check out time between 8am and midday. As no extras will be charged to their rooms there shouldn’t be any discrepancy with bills. Guests receive and email from reception 30 minutes prior to their departure enquiring about how their stay was and that everything was satisfactory.  If everything is satisfactory with their stay guests will simply be required to vacate their room, leave the door on the latch and the key on the dressing table. If a guest is unhappy with any element of their stay they will be encouraged to telephone reception prior to departure and if it is no resolved by this phone call they can then attend check out at their given time to have their issues resolved

Breakfast 8 – 10am
Guests will be required to book a time for breakfast and to confirm whether they would like breakfast in their room or in the restaurant. The buffet will not be available however guests may order buffet items from their waiter.

Guests must travel to breakfast using the designated travel scheme and will be requested to sanitise their hands upon arrival to breakfast. Max number of guests allowed in the breakfast room at any given time is 40.

Waiters must wear gloves and a face mask and must remain 2 metres away from guests at all times. They must explain that they will deliver all ordered items to the table next to the guests and that when they have placed the items down please can the guests collect them from there. When the guests have finished please can they place any plates that they would like clearing onto the tables next to them and the waiter can clear them from there.

Butter and milk must be cleared every time a table is vacated and refreshed, tables must be thoroughly cleaned upon vacation.

If additional chargeable items are requested at breakfast the bill must be presented and paid using contactless payment prior to departure.

Lunch 1pm – 3pm (set menu)
Lunch or afternoon tea is included in the package and must be booked in advance. Lunch will be served in the pub, provided as packed lunch or where possible outside.  Table service is provided, and guests are not permitted to approach the bar.

The host will seat the guest, remaining 2 metres away from them and orders will be placed via tablet. Drinks will be dispensed from the bar and the waiter will deliver them to the table next to the guest (see breakfast service). Food will also be placed on the table next to the guests who will be required to collect them once the waiter has departed.

The guest may run a tab for drinks and all extra items in the restaurant or the pub but they are required to settle their bill via contactless payment prior to departure from the restaurant.

All tables must be completely sanitised following the departure of the guests before the arrival of the next guests.

Dinner 6pm – 9pm (set menu)
Dinner must be booked in advance and is included in the package. Dinner may be booked in the restaurant table service procedures provided as detailed above

Just Drinks, snacks, and Lounge Areas
Residents are permitted to use all lounge areas as they see fit provided that social distancing is maintained and the maximum number of guests in any one area is not exceeded at any time. Service will be provided at table by a member of waiting on staff

Kitchen
The kitchen will operate off a reduced menu in order to reduce staffing requirements, waste and food cost. Food service times will be introduced to facilitate a reduction in staff.

Maximum numbers in the kitchen are:

Housekeeping
Housekeeping must work very closely with reception and F&B to ensure safety and quality of service. Each housekeeper will be issued with their own start time and a timetable of what rooms they are to clean and when, they must work alone. It is the responsibility of the housekeeping manager to ensure that the housekeeping staff have everything they need to complete their tasks prior to the start of their shift and to ensure that each individual is on schedule. Individuals must have individual briefings with the manager upon arrival to work

Room servicing - is to take place when guests are at breakfast. As breakfast is booked it will be easy to schedule what rooms are to be serviced and when.

Depart Arrivalsas guests have booked departure and arrival times it is imperative that rooms are serviced in a specific order and in a given time frame. This must be detailed in the individual morning briefings.  All arrivals must be checked for cleanliness by the head housekeeper prior to being released. There must be a maximum of 2 x housekeepers working on a corridor at any 1 time

Specific Items particular sanitisation attention

Health Club
Guests will be asked to book time in the pool area and gym

Swimming pool
Hotel guests will be asked to get changed in their room and come to the pool in their dressing gown to avoid the use of the changing rooms and can enter the pool directly from reception

Changing rooms will be reserved for members who will also be required to book their time in the pool

Unless taken by a whole family who are staying together maximum bather load in the swimming pool area is 4. Bathing slots will be limited to 45 minutes starting on the hour with a 15-minute sanitisation period in between.

Gym
Hotel guests will be asked to get changed for the gym in their rooms and will be admitted to the gym via the changing rooms. Gym members will be encouraged to come ready for the gym to avoid use of the changing rooms where possible. Gym members will leave the gym via the gym fire exit to prevent re-entry into the changing room

Unless occupied by a whole family Maximum capacity in the gym area is 3.  Gym sessions will be limited to 45 minutes starting at half past the hour with a 15-minute sanitisation period in between. Gym users will be required to clean down equipment before and after use. The use of the water fountain will be prohibited.

Changing Room Cleaning
Max numbers allowed in each changing room is 2 (unless from the same family). The changing rooms will be vacant between 5 past the hour and 15 minutes past and between 35 minutes past and quarter to the hour to allow for sanitisation. No access to the changing rooms except for staff will be permitted during these times.

Gym & Yoga Classes

Gym Classes – where possible gym and yoga classes will take place outside and in a maximum group of 4 plus the instructor. Social distancing must be enforced at all times. Equipment cannot be used during these classes.

Yoga Classes – Where possible yoga classes will take place outside. If inside there must be a maximum number of 4 participants plus the instructor. Participants must bring their own equipment. Where there is high demand Yoga class duration will be reduced and extra classes provided. Classes will be recorded and made available online for those who cannot attend. 

Aqua Aerobics – Aqua aerobics classes may take place for a maximum of 2 participants plus instructor. The timing must co-inside with the general swimming pool booking system

Marina
The Marina will re-open to members, but members will be asked to book when they wish to come so as not to overload the facilities. Marina members will be prohibited from entering the hotel unless they have booked to do so for leisure club usage, for use of the food and beverage facilities.

Non-Residents
Our food and beverage facilities will initially be closed to non-residents. Walk ins will not be permitted. Moving forward we may when the time is right look at allowing non-residents to book our F&B facilities once we have established that we are capable of serving our in-house guests safely

Find Us

The Swan Hotel & Spa
Newby Bridge, Cumbria
LA12 8NB United Kingdom

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