HEALTH PROTOCOLS
We are excited to restart our operations, offering our guests safe private experiences in accordance to the latest guidelines and health protocols.
1. OPERATIONAL AND STAFF PREPAREDNESS
We have ensured and optimized operational quality and delivery and trained our staff to prepare and execute on the operational plans by the following standards:
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- Obtained the applicable reopening license
- Developed a COVID-19 prevention plan including an action/checklist for infection prevention and a special cleaning and disinfection plan
- Implemented protocols and guidelines for staff health, including health checks for staff
- Implemented physical distancing protocols
- Personal protection equipment (PPE) available to staff, such as masks, as long as required as per risk-based approach if required by local legislation
- Integrated technologies to enable automation such as contactless payment where possible
- Established with suppliers and partners including restaurants, hotels, parks, transport partners and venues that they follow like-minded health and hygiene protocols and guidelines to protect our guests as required by local legislation
- Introduced a COVID-19 contingency plan should new cases emerge in collaboration with suppliers and partners
- Identified and adopted appropriate cleanliness and disinfection best practices validated by expert bodies, health authorities and governmental institutions
- Explored different options for operations, where possible, such as advanced tickets, timed entries, smaller groups
We have trained our staff to prepare and execute on operational plans by:
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- Creating and implementing staff protocols and guidelines, including tour guide, coach/drivers and local specialists, and operations such as Q&A.
- Provided our staff with the tools and information necessary regarding infection control, physical contact, sharing of food and utensils, appropriate attire, and enhanced hygiene measures, the use of masks and gloves as recommended by local health authorities
- Requested that key stakeholders such as partner venues, hotels and transport partners have trained their staff on the basis of like-minded protocols to enable consistent approach
- All training should be informed by the latest advice from public health authorities and/or WHO
- Regular monitoring of well-being of team members by leadership, encouraging them to following governmental and WHO guidelines
2. DELIVERING A SAFE EXPERIENCE
We are constantly working to deliver a safe experience for our staff and guests through enhanced cleanliness and hygiene best practices
- Worked with suppliers to understand what additional measures have been introduced
- Implemented or confirmed with suppliers processes focused on enhanced sanitation, disinfection, and deep cleaning practices for the vehicles used as well as increase their cleaning/disinfection frequency:
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- Selected disinfecting products approved by health authorities
- Revisited guidance to cleaning team with a specific focus on high-frequency touch points, including handrails, door handles, tables, board toilets, air conditioning filters, overhead lockers and headsets if applicable. Enhance cleaning frequency as appropriate
- Approved disinfecting products made available at sanitation stations to guests in the form of alcohol-based hand sanitizer as appropriate
- Allocated seating plans with no rotation. Implement the adequate seat spacing according to local legislation
- Established with transport partners that they have like-minded processes for sanitation, disinfection and deep cleaning practices
- Implemented customer processes including guest information and minimising physical contact:
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- Limited physical contact and queuing where possible
- Make masks available to guests
- Developed online check-in and contactless check-out tools and procedures
- Explored staggered timing when possible of access to venues, hotels and restaurants among others
- Established with partners and suppliers, including shops, showrooms, tasting venues/shops, museums, shows, theatre, concert halls, factories & farms, that they follow like-minded health, sanitation, disinfection and hygiene protocols aligned with local regulation
- Established that partner restaurants follow like-minded health, sanitation, disinfection and hygiene and food safety protocols to protect guests, such as:
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- Approved disinfecting products made available at entrance to guests in the form of alcohol-based hand sanitiser as appropriate
- Established with restaurant that restaurant staff are trained and adhere to like-minded health, hygiene, and physical contact guidelines
- Regular cleaning of coffee/drinks machines and where possible operated by staff member
- Enhanced cleaning, including disinfecting of tables and chairs after guest has left and using dishwasher over hand-washing where possible
- Minimised physical contact through table spacing and guest seating
- Reviewed payment method to prioritise contactless and pre-payment methods
3. REBUILDING TRUST & CONFIDENCE
We constantly work to enhance trust and confidence through transparency and communication with our guests by:
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- Providing clear, consistent and up-to-date communication to customers on new health & hygiene protocols via our organisation’s channels, both digitally and physically
- Sharing guest guidelines ahead of trip and where applicable in person upon commencement of trip on the basis of advice from health authorities which may include the wearing of face masks or coverings, guidance on hand hygiene and avoiding physical contact
- Informing our guests about support available if questions or concerns arise
