We are closely monitoring government policy changes, Centers for Disease Control (CDC) guidelines, government mandates, and public health advancements and will continue to make changes as necessary or appropriate to our protocols and procedures.
Statement from the Owners of The Hotel Marblehead
While the way we deliver hospitality may be a bit different for a while, we still want guests to see the smile in our eyes as we welcome them to our hotel. We have always had very high standards for cleanliness, but it is even more imperative that we follow strict protocols in a world where COVID-19 is so easily spread.
It is because we care so deeply about our team, our guests, and our community that we are dedicated to working to the best of our ability to deliver a comfortable, safe, secure stay experience.
Every employee is responsible for reviewing, understanding, and committing to follow these guidelines. We will ask our guests to be our partners in the effort to keep everyone safe.
Employee & Guest Health
The health and safety of our employees and guests is our number one priority.
- Employee Health Checks. Our General Manager will be responsible for evaluating each employee coming to work and will have the authority to send the employee home if they show any signs of COVID-19.
- Physical Distancing. Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while standing in lines or moving around the property. Common areas and other physical layouts will be arranged to ensure appropriate distancing. Employees will be reminded to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. We will comply with, or be more restrictive than, local or state mandated occupancy limits. We will only allow every other room on any given floor to be occupied unless the guests are traveling together and have specifically requested neighboring rooms.
- Hand Sanitizer. Hand sanitizer dispensers will be placed at contact areas such as reception and common areas.
- Front of the House Signage. There will be health and hygiene reminders in the common areas where guests are required to wear masks.
- Back of the House Signage. Signage will be posted throughout the property reminding employees of the proper way to wear, handle, and dispose of masks, use gloves, wash their hands, sneeze, and to avoid touching their faces.
- Employee & Guest Health Concerns. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19. We will be ready to provide support to our guests. Employees are instructed to stay home if they do not feel well and are instructed to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (employees) or hotel management (guests).
Case Notification. If we are alerted to a presumptive case of COVID-19, we will work with the guidelines presented by the CDC.
The following of these guidelines is vital for our employees for an effective
sanitation and health program.
- Hand Washing. Correct hygiene and frequent handwashing with soap is vital to help combat the spread of the virus. All of our employees have been instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20 seconds) and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, eating, drinking, after entering or exiting a guest room, entering and leaving the building, going on break, and before or after starting a shift.
- COVID-19 Training. All employees will receive training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food & Beverage, and Guest Services.
- Personal Protective Equipment (PPE). Appropriate PPE will be worn by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Every employee entering the property will be provided a mask and required to wear that mask while on property. Gloves will be provided to employees whose responsibilities require them, including housekeeping and public area attendants.
The Guest Journey
Our check-in time is 4 pm in order to allow enough time to properly complete our enhanced sanitation procedures in the guest rooms.
Depending on the guests’ preference, there will be several ways to check-in including virtual check-in and in-person. Guests will be asked to use hand sanitizer and to wear a mask or cloth covering over their face and nose while in public areas in the hotel. Although we will have a small supply of disposable masks, please plan to bring your own. Unfortunately, in an effort to minimize the risk of cross-contamination, we cannot store guest bags or items before check-in or after check-out.
Cleaning Products and Protocols
Our hotels use cleaning products and protocols which meet EPA guidelines and are approved for use and effective against viruses, bacteria, and other airborne and blood-borne pathogens. We are working with our vendors, distribution partners, and suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.
- Public Spaces. The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, front desk check-in counters, door handles, room keys and locks, stair handrails, dining surfaces, and seating areas.
- Guest Rooms. Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, light switches, temperature control panels, alarm clocks, and luggage racks.
- Daily Housekeeping: Guest Rooms. For your safety and the safety of our staff, housekeeping services will be limited to cleaning and advanced sanitation measures between guest stays only unless REQUESTED by the guest. No staff will enter an occupied room unless there is an emergency situation. Fresh towels, additional amenities, or additional sheets or pillows will be delivered to the guest door in upon request.
- Shared Equipment. Shared tools and equipment will be sanitized before, during, and after each shift or anytime the equipment is transferred to a new employee. This includes phones, computers, and other communication devices, payment terminals, kitchen implements, cleaning equipment, keys, and all other direct contact items used throughout the properties. The use of shared food and beverage equipment in back of the house office pantries (including shared coffee brewers) will be discontinued.
- Room Recovery Protocol. In the event of a presumptive case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party expert and approval by the local Health Department.
Throughout the property, we will meet or exceed state and local health authority guidelines on proper physical distancing.
- Queuing. Any area where guests or employees queue will be clearly marked for appropriate physical distancing. This includes check-in, check-out, and dining areas.
- Common Areas. Common areas will allow for physical distancing between guests based on CDC and state recommendations. Self-serve, buffet-style food service will be suspended and replaced by alternative service styles.
Business Services, Office Services, Lost & Found
Guest packages delivered to the rooms will be placed outside the guest room.
Cleaning & Sanitizing Protocol
Employees will sanitize the following areas at least once per hour:
- Hotel entry doors
- All handrails
- Trash bins
- The public restroom
- All public areas for guests
- Sanitize all guest touch-points after each transaction including EMV Credit Card Devices, pens, and registration countertops
- Room keys to be sanitized before stocking
- Offices to be deep cleaned and sanitized upon a shift change
Physical Distancing Protocol
- Restructure guest queue to provide appropriate six-foot intervals
- Reduced occupancy limits for all public spaces
- Interior entry doors to be propped open to minimize guest contact when possible
- Carts, trolleys, and equipment will be sanitized at the start and end of each shift
- Back of the house restrooms will be sanitized at least once every four hours
Physical Distancing Protocol
- Hotel staff will not enter guest rooms until after check out (guest requests will be left outside of the room)
- Single-use collateral will be disposed of and changed after each guest
- Extra pillows and blankets stored in the guest room closets will be removed and available upon guest request
- Specific sanitation consideration will be paid to the following guest room areas:
- Desks, countertops, tables, and chairs
- Phones, tablets, and remotes
- Cabinetry pulls and hardware
- Doors and doorknobs
- Bathroom vanities and accessories
- Bathroom fixtures and hardware
- Windows, mirrors, and frames
- Lights and lighting controls
- Closets, hangers, and other amenities
- Breakfast will be offered for pick-up in a designated area or delivered to your door
- All self-serve condiments and utensils will be removed and available from cashiers or servers
- All straws will be wrapped
- All food and beverage items will be placed on the table, counter, or other surfaces instead of being handed directly to a guest