Hotels and Guesthouses - GUIDELINES FOR RE-OPENING
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GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
GUIDELINES FOR RE-OPENING
Hotels and
Guesthouses
First Issued June 2020
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Note:
This is a living document which means as Government restrictions and Public Health guidelines evolve, this
document will also evolve to reflect new Government advice and changes to protocols when they emerge. All
sectoral guidelines have been developed in line with the Government’s Roadmap for Reopening Society and
Business and the Return to Work Safely Protocol, based on the latest health guidance available from the
Department of Health and the HSE. The links to latest guidelines will be included throughout the document.
Disclaimer
The information contained within these operational re-opening guidelines can change from time to time. It
must not by itself be relied upon in determining obligations or other decisions. Users of this document must
independently verify any information on which they wish to rely. It is expected that all business owners and
management will have familiarised themselves with the Return to Work Safely Protocol prior to re-opening
and implemented all relevant requirements.
Fáilte Ireland and The Irish Hotels Federation, their servants or agents, do not assume legal or other liability
for any inaccuracy, mistake, misstatement, or any other error of whatsoever nature contained herein. Fáilte
Ireland and The Irish Hotels Federation hereby formally disclaim liability in respect of such aforesaid matters.
The information accessible in this document has been compiled from many sources that are not controlled by
Fáilte Ireland. While all reasonable care has been taken in the compilation and publication of the contents of
this document, Fáilte Ireland makes no representations or warranties, whether express or implied, as to the
accuracy or suitability of the information or materials contained in this document. Due to the evolving nature
of the COVID-19 pandemic, this document will be subject to change.
Access to and use of the information herein is entirely at the risk of the user. Fáilte Ireland shall not be liable,
directly, or indirectly, to the user or any other third party for any damage resulting from the use of the
information contained or implied in this document.
Fáilte Ireland has endeavoured to attribute copyright or other intellectual rights to the rightful owners where
such course has been appropriate. Where any attribution has been missed or overlooked Fáilte Ireland, on
being informed, will correct this omission. By proceeding to use this Fáilte Ireland document you are
accepting this disclaimer.
Revision History:
Version Date Changes Changes from previous version
1.1 09/06/2020
1.2 10/06/2020 Section 15.
2.1 23/06/2020 Additions from HPSC COVID-19: Guidance for Food Service Businesses v0.3 15.06.2020 and
reordering of content.
2.2 06/07/2020 Updates to Appendix 1 of COVID-19: Guidance for Food Service Businesses (HPSC) V1.1.
2.3 24/08/2020 Updated in line with Government Public Health advice
2.4 02/09/2020 Addition of Regulation S.I. No. 326 of 2020.
2.5 07/09/2020 Update on Meetings and Events.
2.6 18/09/2020 Updated in line with Resilience and Recovery 2020-2021: Plan for Living with COVID-19
2.7 22/09/2020 Further clarification on Organised Indoor & Outdoor gatherings.
2.8 25/09/2020 Update of Resilience and Recovery 2020-2021: Plan for Living with COVID-19 – clarification on
restrictions for county Donegal.
3.0 06/10/2020 Update of Resilience and Recovery 2020-2021: Plan for Living with COVID-19
2 BACK TO CONTENTS PAGE
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES Resilience and Recovery 2020-2021 Plan for Living with COVID-19 On 15th September 2020, the Government launched its ‘Resilience and Recovery 2020-2021: Plan for Living with COVID-19. This is a cross-government approach to managing the pandemic for the coming 6- 9 months. A numbered framework of levels has been implemented in order to manage the pandemic in the medium-term. Each numbered level will provide clarity on what restrictive measures are appropriate around the country based on the pattern and progress of COVID-19 in a particular area at a particular time. These Levels are applied to each county based on its current COVID-19 situation. Click on the images below for further information on each Level. Within each set of sector specific guidelines, Fáilte Ireland have outlined the measures relating to each level so that Tourism & Hospitality Businesses can implement the required measures subject to the level of their specific region. It will be possible for different regions and counties to be at a different Level to the National Level, depending on the incidence of the virus in that particular region or county. Businesses must ensure that that they keep up to date with levels and restrictive measures in place within their county or region. The levels outlined in this plan are subject to prevailing Public Health advice. Further measures for each level may be implemented in line with Government advice for certain regions and counties. To view the latest information on COVID-19 in Ireland click HERE Protective Measures Throughout all levels within the plan, Tourism & Hospitality businesses must ensure that ongoing protective measures are in place. The following protective measures are outlined in further detail throughout these Re-Opening Guidelines. • Maximum Capacity • Physical Distancing Protocols • One-Way Traffic Systems • Contact Tracing • Table Service • Face Coverings • COVID-19 Signage • Cleaning & Disinfection Protocols • Noise Control Measures
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Resilience and Recovery 2020-2021
Plan for Living with COVID-19
LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5
Social & Family Gatherings
Social gatherings are Outside private homes
permitted with strict a maximum of 6
adherence to sectoral people from 1
No social/family No social/family No social/family
guidance. household other than
your own can meet gatherings should take gatherings should take gatherings should take
Social
indoors and 15 people place in other settings place in other settings place in other settings
Gatherings Outside private homes
outdoors. outside your home or outside your home or outside your home or
the absolute maximum
garden. garden. garden.
is 50 people where
(subject to prevailing Public
there is no specific Health Advice. For updates
guidance. click HERE).
Up to 25 guests
permitted to attend
ceremony and
reception.
It will not be possible
Up to 100 guests Up to 50 guests Up to 6 guests can Up to 6 guests can
to attend a wedding in
permitted to attend permitted to attend attend a wedding attend a wedding
Weddings another county.
ceremony and ceremony and ceremony and ceremony and
reception. reception. reception. reception.
Couples resident in a
particular county, but
with existing plans to
get married, can travel
to get married outside
that county.
Social & Family Gatherings
Hotels and Accommodation
Open but only for
Open with protective Open only for those
Hotels & existing guests, and
Open with protective Open with protective measures in place but with essential non-
Accommodati those with essential
measures in place. measures in place. services limited to social and non-tourist
on non-social and non-
residents. purposes.
tourist purposes.
Open with protective Open with protective
Gyms,
measures, taking measures, taking Open with protective
Swimming
account of Public account of Public measures in place for
Pools and Closed Closed
Health Advice, Health Advice, individual training
Leisure
including physical including physical only.
Centres
distancing. distancing.
Transport & Travel
Capacity should be Capacity should be Capacity should be
limited to 50% to limited to 25% to limited to 25% to
Capacity will be Capacity should be enable physical enable physical enable physical
limited based on the limited to 50% to distancing. distancing. distancing.
public health advice at enable physical
Transport the time distancing. Face coverings are Face coverings are Face coverings are
mandatory. mandatory. mandatory.
Face coverings are Face coverings are
mandatory. mandatory. Essential workers and Essential workers and Essential workers and
essential purposes essential purposes essential purposes
only. only. only
Stay in your county or Stay in your county or Stay at home.
Domestic region apart from region apart from
No Restrictions No Restrictions Exercise within 5km of
Travel work, education or work, education or
essential purposes. essential purposes. home.
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Resilience and Recovery 2020-2021
Plan for Living with COVID-19
LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5
Pubs, Wet Pubs*, Cafés & Restaurants (including Hotels Restaurants and Bars)
* DUBLIN – WET PUBS REMAIN CLOSED.
No indoor dining. No indoor dining.
Outdoor dining or Outdoor dining or
Open with protective Open with protective service only limited to service only limited to
Pubs, Wet measures in place. measures in place. an absolute maximum an absolute maximum
Pubs*, of 15 patrons. of 15 patrons.
Cafés, Maximum numbers Maximum numbers
Restaurants within the premises within the premises Max. numbers linked Max. numbers linked Take-away or delivery
(including linked to the capacity linked to the capacity to the capacity of the to the capacity of the only.
hotel of the premises, taking of the premises, taking area, taking area, taking
restaurants appropriate physical appropriate physical appropriate physical appropriate physical
and bars) distancing into distancing into distancing into distancing into
account. account. account. account.
Take-away or delivery Take-away or delivery
permitted. permitted.
Indoor dining
Indoor dining
permitted for essential
permitted for
non-social and non-
residents only.
tourist residents only
Hotel Food
Take-away or delivery
& Beverage As above As above Individual tables of
Individual tables of only.
Facilities residents limited to 6
residents limited to 6
people from a
people from a
maximum of two
maximum of two
households.
households.
Bookings limited to 6
people from the two Individual tables Individual tables
Maximum Bookings limited to 6 households. limited to 6 people limited to 6 people
Table people from up to 3 Not permitted
from a maximum of from a maximum of
Capacity households. (subject to prevailing Public
two households. two households.
Health Advice. For updates
click HERE).
No more than 50 Formal or informal Formal or informal Formal or informal Formal or informal
Formal &
attendees permitted. social events or parties social events or parties social events or parties social events or parties
Informal
are not permitted on are not permitted on are not permitted on are not permitted on
Events
these premises these premises these premises these premises.
Closing Time of Closing Time of Closing Time of Closing Time of Closing Time of
Closing Time
11:30pm 11:30pm 11:30pm 11:30pm 11:30pm
Nightclubs,
Discos & Remain Closed Remain Closed Remain Closed Remain Closed Remain Closed
Casinos
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Resilience and Recovery 2020-2021
Plan for Living with COVID-19
LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5
Attractions & Activities (Museums, galleries and other cultural attractions)
Open with Open with
protective measures protective measures
(max capacity to (max capacity to
allow 2m distancing, allow 2m distancing,
one-way traffic one-way traffic
within the venue) within the venue)
Attractions All venues closed. All venues closed. All venues closed.
Maximum numbers Maximum numbers
linked to the linked to the
capacity, taking capacity, taking
account of Public account of Public
Health Advice. Health Advice.
Open with Open with
protective measures protective measures All indoor activities All indoor activities
(a max capacity to (a max capacity to closed. closed.
allow 2m distancing, allow 2m distancing,
one-way traffic) one-way traffic) Non-contact Non-contact
Activities outdoor activities outdoor activities Closed
Maximum numbers Maximum numbers permitted with max permitted with max
linked to the linked to the of 15 people with of 15 people with
capacity, taking capacity, taking protective measures protective measures
account of Public account of Public in place. in place.
Health Advice. Health Advice.
Outdoor Open with Open with Open with Open with Open with
Parks & protective measures protective measures protective measures protective measures protective measures
Play Areas in place. in place. in place. in place. in place.
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Resilience and Recovery 2020-2021
Plan for Living with COVID-19
LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5
These are Controlled Environments with a named event organiser, owner or manager.
For example: business, training events, conferences, events in theatres and cinemas or other arts events (excluding sport).
Up to 100 patrons Up to 50 patrons
permitted in most permitted in pods of
venues. max. 6 people.
Up to 200 patrons Up to 100 patrons
permitted in larger permitted in larger
venues with strict venues with strict
2m seated physical 2m seated physical
Organised distancing and one distancing and one Organised indoor Organised indoor Organised indoor
Indoor way controls for way controls for gatherings or events gatherings or events gatherings or events
Events entry/exit can be entry/exit can be are not permitted are not permitted are not permitted
implemented. implemented.
Business/Work Business/Work
related meetings related meetings
should take place in should take place in
line with the Return line with the Return
to Work Safely to Work Safely
Protocol. Protocol.
Up to 200 patrons Up to 100 patrons
permitted in most permitted in most
venues. venues. Organised outdoor Organised outdoor
gatherings or events gatherings or events
Up to 500 patrons Up to 200 patrons of up to 15 people of up to 15 people
Organised permitted in permitted in can take place in can take place in Organised outdoor
Outdoor outdoor outdoor controlled controlled gatherings or events
Events stadia/venues with stadia/venues with environments with a environments with a are not permitted
minimum accredited minimum accredited named event named event
capacity of 5,000 capacity of 5,000 organiser, owner or organiser, owner or
with robust with robust manager. manager.
protective measures protective measures
in place. in place.
Up to 50 patrons
Up to 100 patrons permitted in pods of
permitted generally. max. 6 people. (with
no intermingling of
pods).
Up to 200 patrons
permitted in larger Up to 100 patrons
venues where strict permitted in larger
Non-Social
2m seated physical venues with strict
Meetings, distancing, one way 2m seated physical
Training and controls for entry & distancing, one way Not permitted. Not permitted. Not permitted.
Educational exit can be controls for entry &
programmes implemented. exit can be
implemented.
Business/Work
related meetings Business/Work
should take place in related meetings
line with the Return should take place in
to Work Safely line with the Return
Protocol. to Work Safely
Protocol.
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Table of Contents
1. Introduction: Meeting & Overcoming the COVID-19 Equipment Shared by Employees 18
Challenge 9 Room Recovery Protocol 18
Control of Waterborne Hazards 18
2. Business Response/Action Plan 10
Monitoring & Supporting 11 7. Technical & Maintenance Services 19
Policies & Processes 11 Water Disinfection 19
Communication 11 Dishwashing & Laundry Equipment 19
Training 11 Air Conditioning/Ventilation 19
Cleaning & Frequency 12 Dispensers 19
Staffing Resources 12 Additional Recommendations 19
3. Employee & Guest Health 12 8. Suppliers of Goods & Services 20
Face Coverings 12 Deliveries 20
Physical Distancing 12 Dealing with Drivers 20
Employee Physical Distancing 13 Entering the Property 20
Measures to Control Noise Levels 13 Accepting Deliveries 20
Providing Hand Sanitisers 13
Property Signage 13 9. Locations for Distribution of PPE 21
Employee & Guest Health Concerns 13 Front of House 21
Isolation Area 13 Back of House 21
4. Employee Responsibilities 14 10. Employee Uniforms 21
Hand Hygiene 14 Cleaning & Disinfection Protocol 21
COVID-19 Training 14 Physical Distancing Protocol 21
Personal Protective Equipment (PPE) 14
Employee Welfare Facilities & Timekeeping 15 11. The Guest Journey – Arrival & Departure 22
Reception Area 15 Arrival by Taxi, Drop Off or Parking on the Property 22
Guest Elevators 22
5. Physical Distancing 16 Car Park & Outdoor Areas 22
Capacity Management 16 Payment 22
Queuing 16 Guest Sanitation Amenities 22
Front Desk & Concierge 16
Hotel Restaurant & Bars 16 12. Accommodation Services (Housekeeping) 23
Self-Serve Buffet Style/Carvery 16 Cleaning & Disinfection Protocol 23
Smoking Areas 17 Bedrooms 23
Back of House 17 Bathrooms/Ensuite 23
Timekeeping Facilities 17 Guest Considerations 23
6. Cleaning Products & Protocols 17 13. Reception Area & General Offices 24
Public Spaces & Communal Areas 17 Cleaning & Disinfection Protocol 24
Guest Accommodation 17 Physical Distancing Protocol 24
Laundry Facilities 17 Guest Considerations 24
Back of House & Employee Areas 18
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Table of Contents
14. Public Areas 25 COVID-19 Contact Tracing 33
Cleaning & Disinfection Protocol 25 Guest Considerations 33
Physical Distancing Protocol 25
Toilet Facilities 25 20. Pool & Gym Operations 33
Hotel Bars & External Smoking Areas 25 Cleaning & Disinfection Protocol 33
Physical Distancing Protocol 33
15. Food & Beverage 26 COVID-19 Contact Tracing 34
Cleaning & Disinfection Protocol 26 Gym Recommendations 34
Capacity Management 26 Additional Recommendations 34
Physical Distancing Protocol 26
COVID-19 Contact Tracing 27 21. Golf Operations 34
Bookings 27 Cleaning & Disinfection Protocol 34
Self-Service Carvery or Buffet 27 Physical Distancing Protocol 34
Table Service 27 Guest Considerations 35
Order Taking 28 COVID-19 Contact Tracing 35
Bar(s) 28
22. Spas 35
Glassware 28
Cleaning & Disinfection Protocol 35
Service Stations 29
Physical Distancing Protocol 35
Ice Machines 29
COVID-19 Contact Tracing 35
Cellars, Cold Rooms & Store Rooms 29
Payment Facilities 29 23. Weddings 36
On Arrival 36
16. Kitchen 30
Drinks Reception 36
Cleaning & Disinfection Protocol 31
Dinner Reception 36
Physical Distancing Protocol 31
Additional Considerations 37
Kitchen & Food Handling Personnel 31
Wash-up 31 Appendix 1 38
Controlled Environments 38
17. Room Service 31
Uncontrolled Environments 38
Cleaning & Disinfection Protocol 31
Physical Distancing Protocol 31 Appendix 2 39
Guest Considerations 31
18. Meetings & Events 31
Requirements for professional (non-social)
meetings, training and educational programmes 31
Cleaning & Disinfection Protocol 31
Physical Distancing Protocol 32
Guest Considerations 32
19. Recreational Areas 33
Cleaning & Disinfection Protocol 33
Physical Distancing Protocol 33
GUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
1. Introduction: Meeting &
Overcoming the COVID-19 Challenge
COVID-19 is an unprecedented challenge for the place that can deal with individual and multiple cases of the
tourism sector. disease that may occur.
Before re-opening, businesses will need to review how they ▪ Adapting and enhancing hygiene practices
work and employ new practices and procedures to ensure Tourism businesses must adapt and implement enhanced
everyone stays safe. As a result, Fáilte Ireland, in procedures in HACCP**, general cleaning, storage and
consultation with Sectoral Bodies, has developed operational cleaning of equipment. In particular, they must introduce
guidelines in line with the Health Service Executive (HSE), and implement touchless solutions where possible.
Health Protection Surveillance Centre (HPSC) and the Food References to HACCP in this guidance is for the purposes
Safety Authority of Ireland (FSAI) of food safety and the prevention of COVID-19.
As part of this, Fáilte Ireland has created this set of specific ▪ Focusing on best practice in food and beverage service
guidelines in consultation with the Irish Hotels Federation Tourism businesses must follow best practice in service
(IHF), to help you re-open your hotel or guesthouse. You can and physical distancing to promote the health of
be reassured that these recommendations are underpinned employees and guests.
by advice made available from the HSA, HSE, HPSC, FSAI,
World Health Organisation (WHO) and other relevant ▪ Food and beverage service businesses as ‘controlled’
bodies. environments
Public and private venues or workplaces are considered
Businesses must follow the Return to Work Safely Protocol. controlled environments. This includes food and
The National Protocol has been developed under the aegis of beverage businesses such as hotel restaurants and cafés
the Safety Health and Welfare Act 2005. The Health and and hotel bars that serve a substantial meal.
Safety Authority (HSA) is the compliance body and has full Uncontrolled environments are settings where people
powers as set out in this legislation designated in relation to have open access to the premises and generally don’t
the implementation of the National Protocol. Non- know each other and are unlikely to be in close contact
compliance can result in the closure of a business. with each other for an extended period of time. Examples
include supermarkets, retail stores, shopping malls and
In Dublin under level 3 restrictions, hotel bars should be takeaway-only food outlets.
required to serve a substantial meal under the definition
currently in the Intoxicating Liquor Act 1962, as well as Additional details on controlled and uncontrolled
meeting other features expected of a restaurant. This environments can be found in Appendix 1.
definition provides that “the meal is such as might be
expected to be served as a main midday or evening meal or ▪ Food safety and COVID-19 safety
as a main course in either such meal” and is of a kind for There are no reports of transmission of COVID-19 via
which it would be reasonable to charge not less than €9.00 food. The main mode of transmission is from person to
in accordance with S.I 352 of 2020. person. Food business operators must continue to apply
their food safety management systems, based on the
Businesses and services where intoxicating liquor is sold or principles of HACCP.
supplied for consumption on the premises must keep a
record of the time and date of arrival at the premises of a The requirement in legislation is to have a Food Safety
group/sole customer and the name and telephone number Management System in place based on the principles of
of the lead person in a group/sole customer for COVID-19 HACCP. ISO 340:2007 is one of the available approaches
contact tracing. to achieve this. A Health and Safety statement was
already required, and is still a requirement. The COVID-19
Response plan is also a requirement of the Return to
Work Safely Protocol.
The guidelines were developed based on the following
considerations:
In addition, food and beverage business operators will be
▪ Restructuring operations required to introduce a COVID-19 safety management
Tourism businesses of all types need to adapt their system which will include enhanced hygiene, cleaning
operations, review employee practices and consider the and disinfection, staff training and health checks, as well
design of their business to provide a safe environment for as physical distancing. This is to protect against the
guests and employees and ensure physical distancing and transmission of the virus to or between staff, customers
the prevention of the spread of COVID-19. and other people who enter their premises. Any COVID-
19 precautions must not compromise food safety.
▪ Putting dedicated resources in place
Tourism businesses must ensure that they have
dedicated personnel to implement and operate a robust
system that prevents the spread of COVID-19.
Equally importantly, businesses need to put processes in
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
**References to HACCP in this guidance is for the purposes of food safety and not the prevention of COVID-19.
10 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
For advice and information on food safety during COVID-19 should be maintained. However if this is not possible, this
and for food businesses re-opening, the Food Safety can be reduced to 1 metre* in controlled environments if
Authority of Ireland (FSAI) website is a useful resource which the risk mitigation requirements outlined in Appendix 1 have
is regularly updated. Please see HERE for more information. been met.
▪ Guidance on International Travel As far as reasonably possible, a distance of 2 metres* and a
On 15 September 2020, the Irish Government agreed minimum of 1 metre* should be maintained between
that, for the period ahead, the COVID-19 Green list will employees. Where 2 metres* is not possible all other
be updated on a weekly basis. Inclusion on the list will measures to protect employees should be in place.
require a cumulative disease incidence rate per 100,000
of 25 or less, based on the latest data from the European These guidelines have been created in line with the
Centre for Disease Prevention and Control (ECDC). Government’s Roadmap for Reopening Society and Business.
This is a document that will evolve in line with the roadmap,
The locations on the Green List currently have a ‘normal taking into account any changes to the restrictions or
precautions’ (“green”) security status rating. The request physical distancing.
to restrict movements does not apply to individuals
arriving into Ireland from these locations. Passengers While we have attempted to cover all relevant issues, you
from any other location not on this list are asked to must bear in mind that this is a non-exhaustive document
restrict their movements for 14 days. and it may not cover all situations that you may encounter.
As circumstances change, any procedures you implement
Further details on the protocols for international travel must be monitored to ensure they remain up-to-date and in
can be found HERE. line with international best practice guidance and the
Government’s Public Health advice.
The physical distancing measures outlined in these
guidelines are based on the HPSC COVID-19: Guidance for
Food Service Businesses. Physical distancing of 2 metres*
2. Business Response/Action Plan
Creating an Action Plan will help to clarify what is required to overcome the threat of COVID-19 and give your
employees and guests confidence that they are safe.
In developing an Action Plan, the first step the management ▪ The HSA provides templates, checklists and advice on
team of a hotel or guesthouse must take is to familiarise return to work safely protocols. Please see HERE for more
themselves with the latest guidelines from the following information.
sources:
▪ A number of activities will require review e.g. workflows,
▪ Health Services Executive (HSE) operations, etc. For advice on re-opening, visit the FSAI
website. Please see HERE for more information.
▪ Health and Safety Authority (HSA)
The plan must reassure employees and visitors that
▪ Health Protection Surveillance Centre (HPSC) safeguarding their health and safety is of the utmost
importance. It must also ensure that your operations
▪ Irish Government Departments continue to run in an efficient and safe manner.
▪ Food Safety Authority of Ireland (FSAI) A link to the Templates and Checklists can be found HERE.
▪ World Health Organisation (WHO). You must review the plan regularly and amend it as new
Information from these sources will help to shape your plan regulations, guidelines and procedures come into force.
Experience and feedback will inform how appropriate and
of action. You must also:
effective the plan is.
▪ Complete a risk assessment to identify what operational
For further information on the development of your Action
changes you need to make in your business.
Plan, see HERE.
▪ Review of all standard operating procedures (SOPs) to
define and note what you are changing.
▪ Create a communication plan to inform employees and
visitors of what you are changing, what you need them to
do and how you expect everyone to act and behave.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
11 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
You must review the plan regularly and amend it as new Policies & Processes
regulations, guidelines and procedures come into force.
Experience and feedback will inform how appropriate and Property owners and management need to review all
effective the plan is. business policies and standard operating procedures across
each department to reflect operational changes. In
For further information on the development of your Action particular, this means:
Plan, see HERE.
▪ Defining and documenting a clear plan of action in the
event of a suspected case of COVID-19 among guests
and/or employees.
Monitoring & Supporting
▪ Defining and documenting the correct and appropriate
A COVID-19 Response Team/Coordinator must be appointed use of Personal Protective Equipment (PPE) where
to ensure new procedures are adhered to. Adherence to this required. This must be in line with the Government’s
protocol will only be achieved if employers and workers have Public Health advice.
a shared responsibility to implement the measures
contained in this protocol in their place of work. A ▪ Developing a policy for the care of employee uniforms to
collaborative approach to the implementation of the ensure they are appropriately maintained.
protocol is essential to achieve success and maximum buy
in. ▪ Developing and updating policy relating to the standards
of behaviour expected from employees and customers to
Each workplace should appoint at least one lead worker prevent the spread of COVID-19. Strict management
representative charged with ensuring that COVID-19 controls must be in place to ensure compliance with
measures are strictly adhered to in their workplace. The Public Health advice at all times.
person(s) undertaking the role must receive the necessary
training and have a structured framework to follow within
the organisation to be effective in preventing the spread of
the virus. Employers should have regular and meaningful Communication
engagement with their worker representative, workers
You must share the plan with all employees prior to them
and/or their recognised Trade Union or other representative returning to work. If it’s updated at any time, you must make
(including health and safety committee where it exists)
sure everyone knows what has changed.
about the measures being put in place to address the
occupational exposure to COVID-19 in the workplace. Giving guidelines to employees on how they communicate
Employers should provide a COVID-19 induction training for the Action Plan to guests ensuring everyone gives the same
all workers on their return. message and there is no inconsistency.
The number of worker representatives for COVID-19 Make sure an up-to-date list of the contact information of all
appointed should, ideally, be proportionate to the number employees, including emergency telephone numbers, is
of workers in the workplace and this person(s) should be always readily available.
clearly identifiable in the workplace. Employers and worker
representatives will work together to ensure that all the Regularly review all COVID-19 related signage and notices
actions in this protocol are fully adhered to in order to throughout the premises to ensure they display the latest
ensure the suppression of COVID-19 in the workplace. HSE and Government Public Health advice
recommendations. Signs must be placed in prominent and
Section E of the National Protocol sets out the steps for relevant positions, be legible and, where appropriate, be
employers and workers to reduce the risk of exposure to offered in multiple languages.
COVID-19.
These provisions include:
Training
▪ Consulting with the workplace representatives in the
development of a COVID-19 response plan. Property owners and/or management must inform all
employees of the measures being adopted to manage the
▪ Developing/Amending policies and procedures for threat of COVID-19. Use the most appropriate training
prompt identification and isolation of workers who may channels to do this and ensure that employees stay at home
have symptoms of COVID-19. and seek medical attention if they have key symptoms such
▪ Developing, consulting, communicating and
as a high temperature or shortness of breath.
implementing workplace changes or policies. Specific There is an obligation on employers to ensure that
reference is made to agreeing with workers, any employees are aware that they must not attend work if they
temporary restructuring of work patterns that may be have symptoms. This is essential to ensure that the virus
required to implement the COVID-19 prevention does not spread.
measures in the workplace. There is also provision for the
lead worker representative to be involved in
communicating the health advice around COVID-19 in the
workplace.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
12 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
You must organise information briefings that cover all the Staffing Resources
basic protective measures against COVID-19 and the signs
and symptoms of the disease. In particular, make sure you Property owners/management should review rotas in line
cover: with The National Protocol E, subsection 3 which provides
▪ Hand and respiratory hygiene and physical distancing that full consultation on these matters is required to ensure
measures sufficient employees are available to maintain physical
▪ Correct use of PPE distancing while completing the tasks to the required
▪ Cleaning/disinfection regimes standards. Employee scheduling must ensure more time is
▪ Employee health and what to do if feeling unwell allocated for cleaning and encourage employees to work
▪ Unwell guest/dealing with suspected cases/ alone if possible.
liaising with authorities.
▪ If training is needed for specific procedures or if your To achieve this, you should:
property has specific requirements, it must be included in ▪ Consider flexible shifts where appropriate.
the training programme. ▪ Schedule small teams.
▪ Keep the same team combinations to limit employee
interaction. This will assist should contact tracing be
Cleaning & Frequency required.
In general, cleaning must be carried out at least twice a day. You will also need to plan for the impact of employee
Ensure contact/touch surfaces such as table tops, work absences; this may involve reallocating employees from non-
equipment, door handles and handrails are visibly clean at all essential tasks. Where appropriate, cross-training
times and are cleaned and disinfected at least twice daily. employees will help maintain staffing levels within your
property. Employees who have not had close contact with a
Implement modified cleaning intervals for rooms and work confirmed case should continue taking the usual precautions
areas. This applies especially for washroom facilities and and attend work as usual.
communal spaces. Cleaning must be performed at least
twice per day and all areas must be visibly clean at all times. As far as reasonably possible, a distance of 2 metres* and a
Cleaning of work areas must be conducted at regular minimum of 1 metre* should be maintained between
employees. Where 2 metres* is not possible all other
intervals. Further information on cleaning in non-healthcare
measures to protect employees should be in place. You must
settings is available from the ECDC HERE or from the
Government HERE. apply the Return to Work Safely Protocol.
3. Employee & Guest Health
The health and safety of employees and guests is the number one priority for the owners and management of the
property. The following steps will help ensure everyone remains fit and well:
Face Coverings Physical Distancing
It is recommended that face coverings should be worn by Physical distancing guidelines (in line with the Government’s
employees in customer facing roles where no other Public Health advice) must be incorporated into the Action
protective measures are in place e.g. protective screens and Plan for each department within a property. Specific areas
where physical distancing of 2 metres is not possible. must also comply with mandatory capacity limits.
It is recommended that face coverings should also be worn Guests must be advised to stand at least 2 metres* away
by customers when arriving to and leaving their table when from other groups of people who are not from the same
in the restaurant and bar. household at all times. In a controlled environment, such as
hotel bars and hotel restaurants physical distancing of at
As part of your business risk assessment, you should least 2 metres* is required, unless the requirements outlined
determine the requirement for face coverings in all in Appendix 1 have been met, in which case a minimum of 1
individual business activities. Ensure that customers are metre* is sufficient.
clearly informed of your policy in advance of arriving at your
property. Notices should be placed in prominent areas to Careful consideration needs to be given when using
signify the requirement to wear face coverings. communal areas, while queuing, using elevators, stairs or
moving around the property. Ensure there are systems in
The Return to Work Safely Protocol states: place to prevent intermingling in communal areas (e.g.
Make face masks available to the worker in line with Public entrances, exits and toilet facilities). See Appendix 1.
Health advice. If masks are worn, they must be clean and
they must not be shared or handled by other colleagues. Dining tables, seating and couches in public areas and other
Employers and employees must keep up to date with the physical layouts must be rearranged to ensure appropriate
latest Government Public Health advice issued in regard to distancing.
face coverings. For guidance on the safe use of face
coverings please see HERE.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
13 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Employee Physical Distancing Providing Hand Sanitisers
Where possible, on arrival and departure from work, Hand sanitiser dispensers (touchless whenever possible),
employees should be able to enter and exit through must be placed at all entry points to a property, at employee
separate doors. entrances and at specific points within the public areas of
the property. Following updated Government advice for
As far as reasonably possible, a distance of 2 metres* and a businesses serving food, consider providing hand sanitiser on
minimum of 1 metre* should be maintained between each table.
employees. Where 2 metres* is not possible all other
measures to protect employees should be in place. Where All hand sanitisers must have a minimum alcohol content of
the food services environment makes it difficult to physically 60%.
distance, employers need to consider what measures to put
in place to protect employees.
Minimise any direct employee contact and provide hand Property Signage
washing facilities, and other hand hygiene aids such as hand
sanitisers, wipes, etc. Ensure these are readily accessible so You must display appropriate COVID-19 signage relating to
employees can perform hand hygiene as soon as a task is hand and respiratory hygiene and physical distancing
complete. measures throughout your property. Where feasible,
television screens and monitors can communicate these
Make face masks available to employees in line with Public messages in reception and common areas.
Health advice. You should note that wearing masks is not a
substitute for the other measures outlined above.
Measures to control noise levels Employee & Guest Health Concerns
According to the WHO, transmission of COVID-19 can occur When they return to work, employees must be trained on
through direct, indirect, or close contact with infected what to do if they or a guest becomes unwell. All employers
people through infected secretions such as saliva and and employees must follow the Return to Work Safely
respiratory secretions or droplets, which are expelled when Protocol.
an infected person coughs, sneezes, talks, etc.
Please see HERE for more information.
In adherence with WHO evidence, recent Public Health
If management is alerted to a suspected case of COVID-19 on
advice states that there must be a restriction on noise levels the property, a clinician from a local medical centre should
within the premises to prevent transmission of COVID-19. be contacted. The clinician will advise on the next steps.
Further information is available on the HSE website.
High noise levels within a premises can impact conversation
negatively and encourage customers to raise their voice to Please see HERE for more information.
communicate thus encouraging possible transmission of the
virus. Note: Your reception desk needs to have the telephone
numbers of the health authorities, medical centres plus
Straining to hear others due to high volumes can cause public and private hospitals readily available in case a guest
people to move closer to each other and not adhere to social or employee falls ill.
distancing. To avoid this, businesses must put in place a plan
and take appropriate measures to control noise levels, to
ensure volumes do not rise to a level where people are Isolation Area
required to take such measures to hear others.
If possible, identify an area/room on the premises where any
Signage relating to these COVID-19 preventative measures guest or employee showing possible COVID-19 symptoms
must be displayed in visible locations to inform customers. can be isolated from other people. From there, the
individual can travel home to seek medical attention
Intervention will be required by management in a situation elsewhere. It is essential to clean and disinfect this isolation
where customers do not follow this advice. Hotel owners area thoroughly after it has been used.
and management should be aware that permitting increased
noise levels within their premises is an unnecessary risk as it In the event of a suspected case of COVID-19 among
forces customers into close proximity and encourages raised resident(s), the guest room must be removed from service
voices. Hotel owners and management are responsible for until cleaned and disinfected.
keeping noise at an appropriate level to help prevent the
spread of COVID-19.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
14 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
4. Employee Responsibilities
For the purpose of this document, employees refers to food workers and non-food workers. Food workers include food
handlers, kitchen staff, waiting staff and people who directly touch open food as part of their work. It also includes
employees who may touch food contact surfaces or other surfaces in rooms where open food is handled. The term can
therefore also apply to managers, cleaners, maintenance contractors, delivery workers, etc.
The effective delivery of the Action Plan depends on how employees and management act. Paying attention to the
following issues is especially important:
Hand Hygiene COVID-19 Training
Correct hygiene and frequent handwashing with soap is vital All employees need to receive training on COVID-19 safety
to help combat the spread of COVID-19. Food and beverage and disinfection protocols. More comprehensive training
businesses need to ensure that adequate sanitary facilities must be given to teams in frequent guest contact; these
are provided and that employees thoroughly and frequently include the Reception Team, Food & Beverage, Maintenance
wash their hands. & Operations and Property Security.
All employees must wash their hands frequently and as
required, for a minimum of 20 seconds or use sanitiser
regularly if hands Personal Protective Equipment (PPE)
are visibly clean.
Personal protective equipment (PPE), can be effective in
Hands must be washed as often as necessary, but always in reducing the spread of viruses and disease within the food
the following circumstances: industry, but only if used properly. If required by their roles,
▪ Before starting work appropriate PPE must be worn by employees. Each section
of a property must be assessed to decide what is needed.
▪ Before handling cooked or ready-to-eat food Training on how to properly use, apply and dispose of all PPE
is also essential.
▪ Before eating
▪ After handling or preparing raw food As part of the business risk assessment, consideration needs
to be given to the level of PPE required for various tasks e.g.
▪ After handling waste power hosing which can cause an aerosol effect.
▪ After cleaning duties including sweeping/mopping etc.
Handwashing is a greater protective barrier to infection than
▪ After using the toilet wearing disposable gloves. Correct hand hygiene is
extremely important, whether using gloves or not. However
▪ After blowing nose, sneezing or coughing the following must be applied when using disposable gloves:
▪ After eating, drinking or smoking
▪ Gloves may be used by food workers for food handling,
▪ After handling money according to usual food safety guidance, but they must
ensure that the gloves are changed frequently and that
▪ At the end of a shift hands are washed before putting gloves on, between
glove changes and when gloves are removed.
This list is not exhaustive.
▪ Gloves must be changed after carrying out
Please see HERE for more information from the FSAI. non-food related activities such as opening/closing doors
by hand, emptying bins, handling money, etc.
▪ Food workers should be aware that wearing gloves can
For additional COVID-19 hand hygiene measures, hands allow bacteria to build up on the surface of the hands, so
must be washed before putting on or after removing PPE. hand hygiene is extremely important when gloves are
Please see HERE for more information from the HSE. removed to avoid subsequent contamination of food.
▪ It is acceptable to prepare and handle food with bare
hands provided proper hand washing procedures are in
place. Hand sanitisers can be used as an additional
measure but should not replace handwashing.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
15 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Employee Welfare Facilities & Timekeeping Reception Area
On their return to work, employers and employees must The reception area must always have a medical kit available
follow the Return to Work Safely Protocol. Please see HERE that includes:
for more information.
▪ Germicidal disinfectant/wipes for surface cleaning
It’s also essential to display prominent signage relating to tissues.
hand and respiratory hygiene as well as physical distancing
Back of House. ▪ Face/eye masks. Note that disposable face masks
can only be used once.
Employee welfare facilities (such as employee areas and
locker rooms) need to be re-organised to suit physical ▪ Gloves (disposable).
distancing measures and be frequently cleaned and
disinfected. Staggered start times and break times can also ▪ Protective apron (disposable).
be very helpful, also a review the use of clocking-in
machines. ▪ Biohazard disposable waste bag.
Staff meetings should be held online if possible. If physical
meetings need to take place, physical distancing measures
must be taken.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
16 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
5. Physical Distancing
Physical distancing is very important to help slow the spread of COVID-19. This is achieved by minimising contact between
potentially infected individuals and healthy individuals. In a controlled environment, such as hotel bars and hotel
restaurants physical distancing of at least 2 metres* is required between tables, unless the requirements outlined in
Appendix 1 have been met, in which case a minimum of 1 metre* is sufficient.
The property owner or management needs to meet Public Health advice on maintaining current physical distancing
guidance between people at all times.
Capacity Management Hotel Restaurant & Bars
The capacity of your business must be reviewed prior to re- Physical distancing of 2 metres* should be maintained
opening and at all times when your business is operational. between tables. However, if this is not possible, this can be
Overall capacity will depend on the size of the floor space reduced to 1 metre* in controlled environments if the other
within the premises where customers will be seated. risk mitigation requirements outlined in Appendix 1 have
been met.
Seating layout and table plans need to be reviewed to
ensure the recommended physical distancing and other If all risk mitigation requirements have been met, and
protective measures can be strictly adhered to. physical distancing is reduced to 1 metre*, pre-booked time
limited slots must be in place for customers, which are a
The employee and customer flow of the business must be
maximum of 105 minutes duration plus 15 minutes to allow
carefully managed, particularly at entrances, exits and other for adequate cleaning.
areas where customers might potentially congregate but are
not permitted to do so. Pre-booking and time limited slots of 105 minutes duration
are not a requirement if physical distancing of 2 metres* is
Following updated Government Public Health measures, strictly maintained.
businesses must ensure that they implement the required
measures subject to the level of their specific region in Following updated Government Public Health measures,
relation to capacity management. Physical distancing businesses must ensure that they implement the required
measures, subject to the level of their specific region, in
measures required throughout your business are outlined
relation to maximum capacity at a table. These measures are
below.
applicable to pre-bookings and walk-in customers.
Queuing Businesses must ensure that they implement the required
measures, subject to the level of their specific region, in
Any area where guests or employees queue must be clearly relation to formal or informal events within their premises
marked for the recommended physical distancing. This
includes drop-off areas, check-in, check-out, reception, Seating capacities to be reduced in hotel restaurant and bar
elevator lobbies, public areas, dining areas, tills and Back of areas to meet the current physical distancing guidance
House. outlined by HPSC between each seated group of customers.
Use floor markings inside the premises to facilitate It is the responsibility of supervisors and managers to ensure
compliance with the physical distancing advice of 2 metres*, that customers do not congregate in groups. Customers
particularly in the most crowded areas. Use vertical signage should be seated at a table except when using the toilet,
to direct customers to facilitate movement within the paying, and departing.
premises while maintaining 2 metre* distance.
Front Desk & Concierge Self-Serve Buffet Style/Carvery
As far as reasonably possible, a distance of 2 metres* and a This style of service must only be provided where physical
minimum of 1 metre* should be maintained between distancing and other Public Health advice can be followed.
employees. Where 2 metres* is not possible all other Physical distancing guidance must be followed while
measures to protect employees should be in place. queuing. See Queuing section above to ensure appropriate
Physical barriers such as sneeze guards/plexiglass and risk mitigation measures are in place. Customer access to
partitions can be useful, particularly in areas where it is carvery/buffet/open food display should be staggered and a
difficult for individuals to remain apart. These physical one-way system introduced.
barriers need to be regularly cleaned and disinfected.
Employees should have a self-sufficient workstation where
possible, with an individual computer, telephone and all
ancillary equipment.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
17 BACK TO CONTENTS PAGEGUIDELINES FOR RE-OPENING HOTELS & GUESTHOUSES
Smoking Areas Examples of practical measures to adhere to physical
distancing guidance in the food services environment are to:
In these areas, the capacity must be reviewed and the
amount of seating reduced to ensure the recommended
physical distancing measures are adhered to.
▪ Stagger workstations on either side of service area so
that food workers are not facing one another
Following updated Government Public Health measures,
businesses must ensure that they implement the required ▪ Provide PPE if required, such as face masks, disposable
measures, subject to the level of their specific region, in gloves and clean aprons/uniforms.
relation to the capacity of the smoking area. The use of PPE would be routine in high-risk areas of food
premises that produce ready-to eat and cooked foods.
Management must use the Government’s Public Health When staff are dressed in PPE it is possible to reduce
advice to calculate the maximum number of people allowed distance between workers
to enter these areas at any one time.
▪ Limit the number of employees in a food preparation
area at anyone time
Back of House
▪ Organise employees into working groups or teams to
Physical distancing protocols that follow the Governments facilitate reduced interaction between groups.
Public Health advice must be observed in the shared office
spaces, employee locker rooms, store rooms, delivery areas, Physical barriers such as sneeze guards/plexiglass and
stock rooms, IT areas, bar support areas such as cold/keg partitions can be useful, particularly in areas where it is
rooms, kitchens and other areas where employees gather difficult for individuals to remain apart, for example in
and work. kitchens and at cash registers, host stands or food pickup
areas. These physical barriers need to be regularly cleaned
As far as reasonably possible, a distance of 2 metres* and a and disinfected.
minimum of 1 metre* should be maintained between
employees. Where 2 metres* is not possible all other Timekeeping Facilities
measures to protect employees should be in place.
If queuing takes place at the machine, have clear floor
Where the food service environment makes it difficult to markings that illustrate the recommended physical
physically distance, employers need to consider what distancing between employees. See Queuing section above
measures to put in place to protect employees. to ensure appropriate risk mitigation measures are in place.
If you use clocking-in machines, a strenuous cleaning and
disinfection regime must be put in place. In effect this means
cleaning and disinfecting the machine regularly.
6. Cleaning Products & Protocols
Cleaning products and protocols need to be suitable and manufacturer approved for use against viruses, bacteria and
similar risks.
It’s important to follow manufacturer instructions with Guest Accommodation
regard to dilution, application and duration of use.
Cleaning and disinfection protocols must be followed when
Management must review cleaning procedures within all
cleaning guest accommodation. Particular attention must be
departments and update these if any cleaning products are
changed. paid to frequently touched items including light switches,
temperature control panels, door and furniture handles,
It’s also important to work with suppliers, vendors and television remote controls, toilet seats and handles, taps,
distribution partners to ensure an uninterrupted supply of telephones, kitchen appliances and flooring.
cleaning supplies.
Laundry Facilities
Public Spaces & Communal Areas
All linen must be washed at a high temperature and in
Cleaning and disinfecting must take place in all public spaces accordance with HSE guidelines. Dirty linen must be bagged
regularly during the day and more frequently during busy immediately to eliminate excess contact while it’s
periods. Particular attention must be paid to frequently transported to the property’s laundry facility. For more
touched surfaces such as reception desks and counters, door information on managing laundry, see HERE
handles, room keys and locks, ATMs, stair handrails and
Cleaning and disinfection must happen at least twice per day
seating areas.
and whenever the laundry facilities are visibly dirty, with an
emphasis on frequently touched surfaces (e.g. washing
machines, dryers, etc.). While doing this, employees must
wear appropriate protective garments such as disposable
gloves and aprons.
*Current physical distancing guidance is in line with Public Health advice. This document will evolve to reflect new Public Health advice and changes to protocols as and when they emerge.
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