COVID-19 ACTION PLAN

Ready for reopening

With the reopening of our Hotels in July 2020, MLL Hotels carry out an Action Plan that provides a technical and operational response to the challenges arranged by the COVID-19. This plan incorporates new work procedures focused on guaranteeing the accurate usage of the recommendations established by the main national and international health organizations.

The plan includes a set of protocols and preventive measures designed for staff, guests and visitors, and whose purpose is to reduce the risk of infection and spread of the disease in installations while ensuring the least possible repercussions on quality and variety of the services offered.

Design of this Action Plan

For the design of this Action Plan, MLL Hotels has established a health management committee that has unfailingly the advice of external companies in the hygienic-sanitary, risk prevention, security, and legal fields. This committee aims to establish, ensure, and adapt the appropriate measures for our clients, employees, and collaborators, paying special attention to the evolution of the situation generated by the pandemic.

Among other functions, the health management committee leads:

Active training and monitoring of our human team.
Quality and efficiency audits of the new policies and measures implemented, especially with regard to protection of employees and guests, operational management and allocation of resources.
Protocols for action and communication in case of possible positives for coronavirus in our establishments.

General preventive measures

The Action Plan develops the protocols and actions that must be applied in the establishment with the aim of minimizing the risk of infection and spread of the disease according to 5 preventive measures:

Hand hygiene
Respiratory hygiene
Interpersonal distance
Social distance
Cleaning and disinfection

General operational measures

The implementation of the preventive measures of the Action Plan requires an adaptation of the establishment's operational and service protocols based on 4 main objectives:

Optimization of interdepartmental coordination
Operational efficiency
Guarantee of service quality
Communication and collaboration with Partners and Suppliers

Lobby

Specific measures of the Plan

Reception staff have personal protective equipment (masks and gloves)
Personnel have previously received specific training in their area in health and safety protocols COVID-19
Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact
Implementation of the preferred online check-in modality: CHECK-IN ONLINE
Distinguished entry and exit circuits with guide marks to guarantee the recommended interpersonal distance
Limitation of capacity in the reception area to avoid crowds
Directional indicators and waiting lines to access the reception bar
Installation of protective service partitions in the reception bar
Disinfectant gel dispensers with indications for use
Elimination of decorative elements and utensils of frequent contact
Availability of signage and informative signage to reinforce with sanitary and operative norms and indications
Website via QR code accessible from client devices with relevant health and operational information
Selective room allocation criteria will be applied to guarantee social distancing
Disinfection of keys before delivery to the client
Card payment or contactless systems
Additional vending service for individual protection elements for clients (masks, gloves, gel, etc.)
Record of visits to all people who access the establishment (workers, customers, visitors and suppliers)
Outsourced health care and emergency service

Rooms and Apartments

Specific measures of the Plan

Maid service has personal protective equipment (masks and gloves)
Personnel have previously received specific training in their area in health and safety protocols COVID-19
Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in the rooms and transit areas of clients.
Decorative elements and frequent contact utensils are removed from the room
New protocol for the collection, washing and disinfection of textiles according to sanitary recommendations

Cuisine and Restaurants

Specific measures of the Plan

Kitchen and Restaurant staff have personal protective equipment (masks and gloves)
Staff have previously received specific training in their area in health and safety protocols COVID-19
Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in the restaurant area
Establishment of periods in customer access hours with prior table assignment
Extended hours of breakfast, lunch and dinner services
Limitation of capacity in the Restaurant to avoid crowds and ensure the minimum recommended interpersonal distance between tables of clients
Control of customer access to the restaurant entrance
Differentiated entrance and exit circuits to the Restaurant with guide marks to guarantee the minimum recommended interpersonal distance
Directional indicators and waiting lines to access the Restaurant and service areas
Availability of signage and informative graphics to reinforce with sanitary and operative norms and indications
Disinfectant gel dispensers with indications for use at the entrance of the Restaurant and in indicated areas
Availability of single use gloves to access the buffet in the indicated areas
Recommendation of using a mask to access the buffet in the indicated areas
Reinforced disinfection protocols for cutlery, crockery and glassware
Cleaning and disinfection of clients' table and furniture after each use
Table linens and items in common use (salt shakers, oil dishes, etc.) are removed from the service
Common service utensils (tongs, forks, spoons, etc.) will be replaced more frequently by others that are clean and disinfected
Table service for alcoholic beverages
Cold buffet and desserts mostly served in packaged monodose
Elimination of decorative elements and utensils of frequent contact in the restaurant area
Elimination of conventional bar menu and new availability of digital menu accessible via QR code from any customer device MENU WINES MENU

CARTA

CARTA VINOS

Card payment or contactless systems

Pubs

Specific measures of the Plan

The Bar staff has personal protective equipment (masks and gloves)
Personnel have previously received specific training in their area in health and safety protocols COVID-19
Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in the Bars area.
Limitation of capacity in consumption areas to avoid crowds and ensure the recommended distances
Directional indicators and waiting lines to access the Bar counter
Availability of signage and informative signage to reinforce with sanitary and operative norms and indications
Disinfectant gel dispensers with indications for use
Reinforced disinfection protocols for cutlery, crockery and glassware
Cleaning and disinfection of client's table and furniture after each use
Items in common use (salt shakers, oil dishes, etc.) are removed from the service
Removal of decorative elements and utensils of frequent contact
Removal of conventional bar menu and new availability of digital menu accessible via QR code from any customer device MENU WINES MENU
Recommendation of using a mask in the indicated areas in case the interpersonal distance cannot be guaranteed
Encourqage card payment or contactless systems

Common areas

Specific measures of the Plan

Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in common areas
Limitation of capacity in the different areas to avoid crowds and ensure the recommended interpersonal distance
Access to outdoor sports facilities can be used exclusively on request
Disinfection of sports and leisure supports before delivery to the client (rackets, darts, mini-golf clubs, etc.)
Indoor sports facilities will be closed to use until further notice
Elimination of decorative elements and utensils of frequent contact
Availability of signage and informative signage to reinforce with sanitary and operative norms and indications
Limitation of capacity and restriction of the use of elevators to members living in the same hotel room
Reinforcement of cleaning and disinfection in elevators
Disinfectant gel dispensers with indications for use
Recommendation of wearing a mask in the indicated areas
Reinforcement of cleaning and disinfection in common toilets
Active control of flows at the entrance and exit of the common toilets

Swimming pools

Specific measures of the Plan

Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in the pool area
Increased controls and chemical and sanitary reinforcement to ensure optimal levels of sanitation in swimming pool water
Capacity limits to avoid crowding and to ensure the minimum recommended interpersonal distance
Redistribution of hammocks and outdoor furniture to guarantee the maintenance of distances in the pool area
Elimination of decorative elements and utensils of frequent contact
Availability of signage and informative signage to reinforce with sanitary and operative norms and indications
Disinfectant gel dispensers with indications for use
Reinforcement of cleaning and disinfection in common toilets and outdoor showers
Active control flows at the entrance and exit of the common toilets

Entertainment and Events

Specific measures of the Plan

Entertainment and Events staff have personal protective equipment (masks and gloves)
Personnel have previously received specific training in their area in health and safety protocols COVID-19
Reinforcement of cleaning and disinfection of surfaces, furniture and elements of frequent contact in the areas arranged for animation events and other shows
Limitation of capacity in the event areas to avoid crowds and ensure the recommended distance
Specific activity programs with prior reservation
Children's leisure and entertainment facilities will be closed to their use until further notice
Availability of signage and informative symbols to reinforce with sanitary and operative norms and indications
Disinfectant gel dispensers with indications for use
Elimination of decorative elements and utensils of frequent contact in the event areas
Recommendation of using a mask in the indicated areas in case the interpersonal distance cannot be guaranteed