Townsend Hotel Health
& Safety Precautions
in Response to Coronavirus
May 26, 2020
SUMMARY OF ENHANCED HEALTH &
well-being of our employees, guests and community remains The Townsend’s
highest priority. As we closely monitor and adhere to changes in government
policy, The Townsend has enhanced our health and safety precautions to comply
with the recommendations and guidelines set by the Centers for Disease Control and Prevention (CDC),
the World Health Organization (WHO)
and the Michigan
County Departments of
Health. We will continue to elevate our
standards as best practices evolve.
Table of Contents
MESSAGE FROM OUR MANAGING DIRECTOR
II. HEALTH & SAFETY
III. EMPLOYEE PRACTICES
IV. THE GUEST EXPERIENCE
V. CLEANING PRODUCTS & PROTOCOLS
VI. HOTEL OPERATIONS
VII. FOOD & BEVERAGE OPERATIONS
At The Townsend Hotel, our
associates, loyal guests and close-knit community are the heart our
organization. Every effort to support your health and well-being remains vital
to our purpose. Our goal is to mitigate the potential for transmission of
COVID–19 in our workplace and community, and that requires full cooperation
among our employees, management and guests.
Our leadership team has
meticulously reviewed every aspect of our operations to implement enhanced
safeguards, some clearly noticeable, while others remain invisible to our
guests. We have also involved our employees and guests in this process by
taking their expressed questions, concerns and ideas into consideration in the
development of this plan. All are
meaningful in regards to how we deliver a safe work environment for our
associates and a safe, memorable hotel and dining experience for our guests.
The purpose of this living document is to share our
ongoing plans and precautions. We hope we have anticipated your needs and shown
that our efforts will meet and exceed all government guidelines and industry
recommendations. We will continue to update this program as developments that
benefit public health progress, and we learn how to best move forward together.
feel the time is right, we will be here, with our doors open to welcome you
Reservations & Arrival: As a condition of making a
reservation, guests will be requested to attest that they are free of COVID-19
symptoms and exposures. They will also
be asked if they have recently traveled internationally. Points of entry to the
property will be limited for all guests. Guests will be required to wear cloth
face coverings in all public areas as this is recommended by the CDC and the
State of Michigan. Signage will be posted to instruct and remind all visitors
Concerns: Our employees have been trained on how to
respond swiftly and report all guest or employee presumed cases of COVID-19 to
their direct manager, who will coordinate operational protocols.
presumptive cases, such as if a guest advises or displays symptoms of COVID-19,
the guest will be isolated to their guest room where they must stay while
awaiting departure transportation.
guests are prohibited from engaging with others and cannot receive visitors.
Hotel staff will be able to deliver food and other supplies that the guest may
require, in a contact-free manner. Isolated guests will not receive any
housekeeping or in-room services, and they are prohibited from leaving their
room and using any hotel outlets or facilities.
management team will facilitate medical attention as needed, as well as
departure transportation from the hotel.
If we are alerted of a positive case of COVID-19 at the
hotel, we will communicate with the Oakland County Department of Health and
follow their recommended actions.
Medical Services: Should employees or guests express any health
concerns, we will refer them to an area healthcare facility as designated by
the Oakland County Department of Health.
Physical Distancing: Glass
partitions have been added to our front desk area, providing an extra level of
precaution for guests and employees. Guests and staff will be reminded to
remain a minimum of six feet away from others.
seating, and lobby furniture will be arranged to provide appropriate
distancing. Government mandated occupancy limits will also be closely monitored
Sanitizing Resources: Hand sanitizer stations and no-touch waste
disposals will be placed in all public spaces and employee entrances,
particularly at high- traffic areas and key touch points such as reception
desks, elevator landings, fitness center, restaurant entrances, and inside
every meeting room.
reminders for health, hygiene and physical distancing practices will be
displayed throughout the hotel in both guest and employee areas.
Staffing Capacity: Management determines staffing based on
business levels while ensuring the highest standards of service. We are
revising our operational plans and service delivery options to maximize our
ability to maintain physical distancing and provide flexibility for guests who
want to minimize human interaction.
employees and their families will continue to have access to numerous wellness
and financial resources. The Townsend Hotel has leave policies that promote
employees staying at home when they are sick, when household members are sick,
or when required by a healthcare provider to isolate or quarantine themselves
or a member of their household.
Hand Washing: Proper hygiene and frequent handwashing are vital
to combat the spread of COVID-19. All employees have been instructed to wash
their hands often with soap and water for at least 20 seconds, especially after
using the restroom, blowing their nose, coughing or sneezing; before and after
eating, going on break and starting a shift. In addition, employees will use an
alcohol-based hand sanitizer with at least 60% alcohol. Sanitizing stations
will be available throughout employee areas.
Health Screenings: Upon
arriving for work, employees will be screened daily for COVID-19 symptoms and
temperatures over 100°F. Employees confirmed to have symptoms or a temperature
over 100°F will not be allowed to enter the property and will be immediately
directed toward appropriate medical care.
Personal Protective Equipment (PPE):
Appropriate PPE will be worn by all employees based on their role and
responsibilities, and in adherence with state and local regulations and
guidelines. Training on how to properly use and dispose of all PPE will be
provided. Every employee will be issued cloth face coverings and required to
wear them as appropriate.
Physical Distancing: Employees will be reminded to practice
physical distancing whenever possible. This will include seating in all break
and dining areas, shared offices, workspaces, meeting rooms and other
high-traffic areas. Flexible work arrangements, such as remote work and staggered
shift times, will be used to reduce employee density.
Policies: Safe return to work guidance will be provided to
our employees and will include additional personal and medical leave options,
protocols for daily health screenings, personal hygiene and physical distancing
requirements, property and workspace cleanliness standards, and detailed steps
for responding to presumed COVID-19 cases.
Timekeeping: Daily pre-shift meetings will be conducted in areas that allow for
appropriate physical distancing. Larger departments will stagger employee
arrival times to minimize traffic volume in back of house corridors, stairwells
and service elevators. Hand sanitizer will be provided next to each time clock
Shared Employee Space: The use
of shared employee spaces will decrease as we practice physical distancing and
flexible work arrangements. Our employee cafeteria will be closely monitored
and we will provide grab and go food options for our staff. All office and
break areas will be cleaned and disinfected daily.
Shared Equipment: Shared
tools and equipment will be cleaned and disinfected before, during and after
each shift, or anytime the equipment is transferred to a new employee. Examples
include work phones, keyboards, carts and tools.
Signage: Signage will be displayed
throughout work areas to remind employees of physical distancing and personal
hygiene practices, such as hand washing.
Training: Employees will continue to train in all enhanced
health, hygiene and physical distancing practices to ensure they are
consistently followed. Employees will also be trained to recognize and report
COVID-19 symptoms and follow medical care and isolation procedures as
recommended by the CDC.
Reservation Process: Guests will be asked during the reservations
process to verify their recent travel history and if they have been exposed to
anyone who has tested positive for COVID-19.
Information needed for check-in will be obtained in advance to reduce
contact and time spent at the Front Desk.
Arrival: The Townsend Street entrance will be used for all
guests’ entrance and exit. Upon arrival at the hotel, guests will verify their
room or dining reservation and then proceed to park. Self-parking in the city
garage and valet parking will be available.
Valet attendants will not be permitted to open car
doors. A bellman will be stationed at the main entrance between 6:30am and
11:00pm and will open and close the main door for all entering and exiting
guests. Luggage assistance will be available upon request. Bell carts will be
cleaned and disinfected after each use.
Check-In & Front Desk: A minimum
number of receptionists will be stationed at our front desk and they will
utilize every other workstation to ensure separation between employees and to
minimize shared equipment. Glass partitions have been added to separate the
receptionist and guest. Guests will be asked to insert their own credit card
into the verification machines provided at the Front Desk.
Elevator Use: Elevator
buttons will be cleaned and disinfected frequently. Capacities will be limited
to one family or party at a time, up to four people.
Transportation: Guest transportation can be arranged through
All-Star, Uber or Lift.
COVID-19, The Townsend employed extensive health, safety and hygiene measures
that adhered to OSHA and EPA Guidelines. These
operational practices will continue and we are implementing additional systems
and new technology for cleaning and disinfecting.
Filtration Systems: There will be increased cleaning frequency of
our HVAC (heating, ventilation and air conditioning) systems in all guest rooms
and public spaces.
Products: A variety of antimicrobial and surface disinfectants will
be utilized, which include hydrogen peroxide, alcohol and bleach-based
solutions. These cleaners meet CDC requirements for
use against viruses (such as COVID-19), bacteria and other airborne and blood
Meeting & Public Spaces: The frequency of cleaning
and disinfecting all public spaces will increase. There will be emphasis on
high-traffic areas and key touch points, such as the check-in desk, elevator
landings, house phones, meeting rooms, public restrooms, door handles, stair
handrails, trash bins, ATMs, fitness equipment, restaurant entrances, dining
surfaces and seating areas. Furniture will be arranged to allow for physical
Office & Guest Services: Glass partitions have been
added at the reception desk; they will be cleaned and disinfected frequently.
Rooms: EPA approved cleaning products and disinfecting
protocols will be used for guest rooms with particular attention paid to
high-touch items, such as doors, furniture handles and pulls, nightstands,
toilet seats and handles, telephones, thermostats, light switches, alarm
clocks, luggage racks, safe keypads, carpet and flooring.
TV remote control will be cleaned and disinfected prior to guest arrival.
Newspapers will be available digitally via Pressreader. Housekeeping has discarded
magazines, paper menus and other collateral upon every guest arrival.
guest can accept or decline daytime housekeeping service, and adjust their
preferences daily. Turndown service will only be provided upon request. To
minimize contact with guests while cleaning, housekeepers will offer to return
at an alternate time for occupied rooms. Should housekeeping day service or
evening turndown be desired, housekeepers will wear a cloth face covering and
gloves. Carts and equipment will be
cleaned and disinfected at the start and end of each shift.
linen and towels will be changed every other day, or in response to guest
preference. All items will continue to be washed at a high temperature and in
accordance with CDC guidelines. After departure, all linens
and towels, whether they appear used or not, will be cleaned.
Public Restrooms: All
public restrooms will be cleaned and disinfected frequently.
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 room will not be returned to service
until the case has been cleared. In the event of a positive case, the room will
remain out of service for the recommended time frame needed for the virus to
die, and it will then be thoroughly cleaned and disinfected in accordance with
CDC guidelines for cleaning and disinfecting when someone is confirmed positive.
Bicycles: The hotel bicycles will be available for use and will be disinfected by
our staff upon return to the hotel.
Business Center: Partitions have been added to our Business Center workstations to allow
for an additional layer of protection for our guests.
Guest Shipping: For guest packages, our Mailroom Team will call each guest to confirm
preferred delivery time. Packages will be delivered to the room and placed
outside the door. Our team will then knock and wait six feet away to ensure the
package is retrieved.
Laundry & Dry Cleaning: Services will be available using physical distancing pick-up and
Fitness Center: Our Fitness
Center will open at a later date. At that time, fitness equipment will be
cleaned and disinfected between each use and spaced accordingly to accommodate
physical distancing. Suggestions for alternate options (drive to open parks or
local walking routes) will be available to guests at the Front Desk. Online Yoga sessions, or heath channel
recommendation lists, will be available in all guestrooms and at the Front
Vendors: Every vendor who enters the
property will be subject to a temperature screening and required to wear a
cloth face covering. Delivery times for vendors will be scheduled/staggered
when possible to ensure minimal overlap.
Our restaurant will only provide a la carte meals
and our banquet events will offer table service or pre-packaged food items.
Condiments and sugar
options will be served in single use containers (either disposable or washed
after each use). Straws will be available upon request and individually
wrapped. Disposable and digital menus
will be utilized. Check presenters and pens will be cleaned and disinfected
after each use.
We continue to follow the FDA’s Food Code
recommendations for hand washing and disposable glove use in all food service
Banquets & Catering: Each
event area will have hand sanitizer stations for attendee use. All equipment,
linen and meeting amenities will be cleaned, disinfected and replaced between
We are currently redesigning our banquet menus and
reimagining our food and beverage service. We will work with each group and
meeting planner to determine their individual needs. We are working hard to
introduce individually packaged, fresh- food options; upscale box lunches and
an expanded menu of plated selections. Modified menus will highlight available
service styles and food selections. Coffee and other meeting break refreshment
items will be attended and served by staff. Individual cans or bottles of water
will be provided; this will be in lieu of water carafes on meeting tables and
self-serve water stations. Flatware to be provided as a roll-up, glassware will
remain behind the bar, and all cocktail garnishes will be pre-skewered. Single
use notepads and pens will be provided. Seating capacities and floor plans will
be reviewed and customized for each event to ensure appropriate physical
Food Safety: We will continue to work with Ecolab and Oakland
County to enhance our guidelines for hygiene and disinfecting, as well as
provide training for all food service employees. All food handlers and
supervisors are trained in safe food preparation and service practices. Food
& Beverage Managers are required to conduct self-inspections using the
company’s food safety standards as guidelines.
Rugby To-Go: Guests may order by calling our reception desk.
Rugby To-Go will provide no-contact delivery. Food will be preset and either
served with plate covers or in disposable bags and placed outside of the guest
room door for guest retrieval. Guests will place their tray in the hallway
outside of their room and alert our staff removal.
Restaurant & Bar: Our restaurant and bar will reduce seating
capacities in compliance with government mandates. Hostesses and supervisors
will manage physical distancing at restaurant entries. Hand sanitizer stations
will be available at entry. Guests should arrive in a timely manner for their reservation.
Walk-in guests will be asked to wait in a designated area until their table is
Point of sale (POS)
terminals will be assigned to a single server when possible and cleaned and
disinfected between each user and before and after each shift. If multiple
servers are assigned to a POS terminal, servers will sanitize their hands before
and after each use. Dining tables, bar tops, stools and chairs will be cleaned
and disinfected after each use. Cocktail garnishes will be prepared in advance
and bar snacks will be served per individual guest and not shared by the table.
Menus utilized will be single use or digital.
& Event Space: Floor plan layouts and seating
capacities will be reviewed on an event-by-event basis to ensure physical
distancing guidelines are in compliance with CDC and
conference room door handles, tables, chairs, light switches and other
equipment will be cleaned and disinfected after each group use. Every event
area will have a dedicated hand sanitizing station for attendee use.
banquet menus under previous Food & Beverage Section (VII).
Inspections: Site inspections with clients will be
conducted virtually when possible and/or appropriately physically distanced.