Over the coming weeks, Marriott will equip its hotel associates across the APAC region with enhanced sanitisation guidelines and cleaning technology and operational training videos.
Following the recent launch of its Global Cleanliness Council, the hotel group will roll out a multi-pronged platform across Australia, New Zealand and Pacific Islands to elevate its cleanliness standards and hospitality norms and behaviour in several phases to meet the new health and safety challenges presented by the pandemic.
Sean Hunt, Area Vice President, Australia, New Zealand and Pacific, Marriott International says the business has almost a century’s experience in constantly adapting to new consumer demands. Senior executives are leading the charge to ensure these elevated standards are met with general managers and leadership teams on property all getting involved to check the cleanliness of guest rooms and public spaces.
“The Council is focused on more than just disinfection across hotels, they will provide a holistic approach designed to take care of guests and staff, providing guests with a safe and comfortable environment,” he says.
“We’re living an interesting time, where travellers’ focus has shifted to things like hygiene protocols and hotels duty of care, rather than just prices. As we continue to navigate through these tough times, we will continue to adapt and ensure we are providing the best possible experience for our guests.”
Guests will begin to notice a number of additions to cleanliness and hygiene regimes, with new protocols related to social distancing, including increased contactless options such as; mobile check-in, in-room dining practices as well as new approaches to restaurant buffets. All aspects of food and beverage operations have been carefully considered, dependent on the guidelines of each local government.
“Technology plays a huge role in our hotels already and we’re in such a great position to utilise this further. We are looking to introduce electrostatic sprayers across the portfolio in the coming month as well as testing ultraviolet light technology to sanitise keys for guests and devices shared by associates,” Hunt says.
“Marriott’s proprietary systems include automated processes such as keyless check in (optional contactless check in and check out) and our mobile dining offering; where guests can use their phone to pre-order food to their room or selected time and location within the hotel. We also have our newly implemented ‘virtual meetings’, where our hotels can plug in and facilitate satellite locations for business meetings.”
Enhanced Technology to Counter Virus Spread
Electrostatic spraying technology uses the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) to treat known pathogens. The sprayers rapidly clean and disinfect entire areas and can be used in a hotel setting to clean and disinfect guest rooms, lobbies, gyms and other public areas.
Surface Areas
COVID-19 has raised awareness about the importance of high-touch surface cleanliness. In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are thoroughly treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, the company has likewise added to its rigorous protocols, requiring that all surfaces are thoroughly cleaned with hospital-grade disinfectants. Marriott will also be placing disinfecting wipes in each room for guests’ personal use.
Guest Contact
The CDC and WHO warn about direct, person-to-person contact as the primary way COVID-19 is spread. To help alleviate the risk of transmission this way, the company will be using signage in its lobbies to remind guests to maintain social distancing protocols and removing or re-arranging furniture to allow more space for distancing. Marriott is also evaluating adding partitions at front desks to provide an extra level of precaution for our guests and associates and is working with supply chain partners to make masks and gloves available to associates.
The company is installing more hand sanitising stations at the entrances to its hotels, near the front desk, elevator banks and fitness and meeting spaces. In addition, in over 3,200 of Marriott’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact.
Food Safety
Marriott’s food safety program includes enhanced sanitation guidelines and training videos for all operational associates that includes hygiene and disinfecting practices. At Marriott, all food handlers and supervisors are trained on safe food preparation and service practices. Marriott’s food and beverage operations are required to conduct self-inspection using the company’s food safety standards as guidelines, and compliance is validated by independent audits.
In addition, the company has created a new concept that offers the choice to enjoy its dining experiences in whatever environment suits a guest best. They can dine in the hotel’s spaces with the assurance of elevated cleanliness standards, chose their own space or enjoy all that Australia has to offer in the great outdoors with a bespoke hamper offering of local goods.
“We want our guests to return with confidence, knowing our entire team is committed to high standards of cleanliness, hygiene and social distancing to protect their health and safety. It’s equally important for our associates to know these changes are also there to safeguard their health as they continue to serve our valued guests,” Hunt added.
