Covid 19 Customer Safety Policy
Margate is a special place offering fresh sea air, culture and space to reflect and contemplate. The team at The Albion Rooms have been working hard to prepare to welcome resident guests to our rooms and to ensure that both residents and bar/restaurant guests can enjoy our facilities. The current situation remains far from normal and therefore we have taken the following precautionary measures to ensure that we meet the current HM Government guidelines and are able to protect our customers and staff in line with these guidelines. We trust that our guests and customers understand the need for such adaptations to our service offering and are reassured that we have taken measures to keep you safe and relaxed. Our guidance will be reviewed regularly to ensure that it remains in line with government guidance.
Reception / check in and out
Booking procedure, check in and check out will be streamlined to keep contact to a minimum. Sanitising solutions at our entrance have been installed for your protection.
Guests are be encouraged to arrange all aspects of their stay prior to arrival. As much information will be given whilst booking to reduce check in times.
All room bookings will be pre-paid and an invoice emailed.
Upon arrival, you may telephone when you are close by/have parked to ensure a swift check in. We can then be directed to your room and given a sealed bag with a disinfected key and room information document.
For your safety and the safety of our team, baggage cannot be handled on arrival or departure.
Guests are requested to wear face coverings at the reception desk.
You can reach a member of staff at all times with requests via your mobile device if you should wish to avoid nonessential visits to reception.
As well as stepping up levels of cleaning, all surfaces including soft furnishings and upholstery will be sanitised before each arrival.
Your room will have been thoroughly cleaned, disinfected and sanitised by housekeeping teams who are fully equipped with appropriate PPE. This is changed between each room.
Particular attention is given to high touch areas such as switches and door fittings.
Soft furnishings and upholstery are also sanitised using industry leading products.
All consumables will be discarded after checkout so you may find a limited supply of certain products. If you require more, just contact reception via your mobile device.
Linens are professionally laundered at high temperature.
A high level of cleaning and disinfection will take place throughout the building and we have stepped up routine sanitising of common touch points.
A thorough phase of cleaning, disinfection and sanitising has taken place prior to opening and this is supported by continual cleaning scheduled throughout each day.
You will find hand sanitising points throughout the building for your use. We ask that you do use this as you arrive and when you leave. We respectfully advise you to avoid unnecessary handling or touching of surfaces and objects throughout.
We ask if you could observe the 1 meter minimum distancing rule wherever possible and wear a face covering when passing through public areas and social distancing may not be possible (e.g. on the staircase).
Resident guests are requested to use their bathrooms rather than public toilets wherever possible. Facilities for customers are supplied with sanitising products.
Toilets will be equipped with the spray bottles of sanitiser to use on touch points, toilet seats, taps and flush.
Toilet facilities will be checked throughout the day and high touch areas sanitised by the housekeeping team.
Food and Drink
All indoor dining will be strictly spaced with booking restrictions that allow for social distancing. Table service will be used in all circumstances. A system of cleaning and sanitising between bookings will remain a priority.
For takeaway/coffee orders, we encourage you to use our app or what’s app to order in advance of your arrival. We request that face coverings are worn by customers not intending to dine-in. Numbers and booking times will be strictly reduced. Bookings are strongly advised either by booking direct on 07810 440 828.
If you do not have a booking, the team will endeavour to allocate you table. Please be aware that if we are full, you may not be able to join us.
You will receive appropriate cutlery, pre packed sauces and glasses once you have ordered. Menus will be replaced after each individual use.
To minimise the risk of contamination, no form of self service will be available. All breakfast items will be ordered from the menu if you are staying with us.
For guests who do not wish to use our dining areas, Room service will still be in operation but items will be left at the bedroom door for your collection. There will be no tray charge during Covid 19 restrictions.
Contactless card payments are strongly advised. All room bookings will be settled in full prior to arrival.
Residents will asked to pay in full when booking. Food, drink and other items cannot be charged to the room account and must be paid in addition by card in the appropriate department.
All guests and customers are requested to pay by card using contactless method if possible. The limit for this is £45.00. Cash will only be accepted if there is no alternative at the time.
Significant training has taken place with regards to Covid 19 guidelines. All team members have their temperature checked at the commencement of each shift.
Training across every team will be taking place prior to opening and procedures will be monitored to avoid a breakdown in social distancing.
The frequency of handwashing and the availability of washing and sanitising facilities has been stepped up for all team members.
Cleaning sanitising and disinfection of all areas will be on a checklist. In terms of PPE, we are already stocked with the protective equipment and products we need.
Covid 19 will be treated as a reportable illness and team members will be obliged to isolate and be tested. A recorded temperature check will be made on all team members at the start of their shift.
Working in close proximity to colleagues will be avoided wherever possible.
All team members and customers are advised to adhere to distancing using floor markings and barriers where applicable.
Guests and Customers will be asked to maintain distancing throughout their visit.
As well as industry leading cleaning products, we have sanitiser stations throughout the building for guests use. All team members are equipped with department specific PPE.
To protect our team members we’ve provided them with PPE equipment including gloves, aprons and hand sanitiser. Whilst there is no government guidance on the need to wear face masks in a hotel setting, all our teams have been provided with face masks, empowering them with the choice if they wish to wear them.
Cleaning and Disinfection
A strict routine of cleaning, disinfection and sanitising using industry leading products has been stepped up in accordance with current guidelines.
We have always had strict cleaning routines as part of our housekeeping and food safety policy. This is being stepped up to include a significant increase in the sanitising and disinfection of common touch points and surfaces.
Additional sanitising will take place on items that are routinely handled by staff such as touch screens & payment terminals.
Public areas will be completely disinfected between service periods and at the end of day.
If Symptoms are Present
Prior to Covid 19 all of our staff are under a contractual agreement to report any contagious diseases or reportable illnesses. Going forward, this will include Covid 19 symptoms. We will be monitoring temperatures of everyone working at the hotel using a non-touch digital thermometer. Anyone showing symptoms or a temperature of 38 oC and above will be sent home to isolate for 14 days (or until they have a negative test).
On booking, guests and non-resident diners are requested to leave their contact details. This is to enable us to assist with contact tracing should an outbreak occur.
Guests/customers showing symptoms of Covid 19 may be asked to leave.
We respectfully request that guests who develop symptoms however mild, prior to arrival, contact us to cancel or postpone their booking. In most circumstances, this will not incur any charges.
All residents must agree to a temperature test upon check in. Any guest with a core temperature of over 38o will be asked to wait 5 minutes and then re-test. If core temperature remains above 38o then the guest will be asked to leave.
All staff members temperature check at the start of each shift.
If a guest falls ill with Covid 19 symptoms during their stay, we request
- The guest informs us by telephone.
- The guest remains in their room & calls 111 to seek medical advice.
- If the guest is able, they must arrange travel home then arrange a test.
- The outcome of the test should be reported to manager.