Health & Sanitation Guidelines
We encourage you to review the US Centers for Disease Control’s website for the latest information about COVID-19. Below are the comprehensive protocols and procedures we have put in place.
GUESTS & SERVICE PROFESSIONALS HEALTH
The health and safety of our guests and service professionals is our primary objective.
Throughout our resort, The Henderson has increased its already-rigorous cleaning protocols. Surfaces are thoroughly treated with hospital-grade disinfectants and cleanings are conducted with increased frequency.
All medical advice, including that from the CDC and WHO, states that direct, person-to-person contact is the primary way COVID-19 spreads. To help prevent risk of transmission in this way, The Henderson implemented the following protocols:
- Placed signage in its lobbies reminding guests to maintain physical distancing protocols (at least six feet)
- Adjusted furniture in restaurants and lobbies to allow for appropriate physical distancing (at least six feet)
- Masks and gloves are readily available for hotel guests
- Installed additional hand-sanitizing stations at the entrances to our hotels and resorts, near the front desk, at elevator banks and entering fitness and meeting spaces.
Service Professional Arrival to Work
At each service professional entrance, the security team administers non-invasive digital temperature readings for all service professionals. Anyone displaying a temperature over 100.4°F will be taken to a private area for a secondary temporal temperature screening. Service professionals confirmed to have a temperature over 100.4°F will not be allowed to enter the property and will be directed toward appropriate medical care.
Guests are advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while in lines, using elevators or moving around the property. Restaurant tables, and other physical layouts, are arranged to ensure appropriate distancing. Service professionals are reminded to practice physical distancing by standing at least six feet away from guests and other service professionals whenever possible. All resort outlets will comply with local or state-mandated occupancy limits. Due to physical distancing limits, guests are required to wear masks on elevators and in guestroom hallways. In all other locations, guests are encouraged to wear masks.
Hand sanitizer dispensers, touch-less whenever possible, are placed at key guest and service professional entrances and contact areas such as driveways, reception areas, hotel lobbies, restaurant entrances, meeting and event spaces, elevator landings, pools, spa and exercise areas. Hand sanitizer is provided in public areas and throughout the back of house for service professionals.
Public Area Signage
Health and hygiene reminders are posted throughout the property, including physical distancing and the proper way to wear, handle and dispose of masks.
Signage is posted throughout the property reminding service professionals of the proper way to wear, handle and dispose of masks, use gloves (in positions deemed appropriate by medical experts), how to wash hands and sneeze, and to avoid touching their faces.
Service Professional & Guest Health Concerns
Our service professionals are given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on property, and they will be ready to provide support to our guests. Service professionals are instructed to stay home if they do not feel well and told to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Service professionals and guests who exhibit any of the symptoms of COVID-19 while at the property will be instructed to immediately make this information known to managers and hotel security respectively.
THE GUEST EXPERIENCE
All guests entering The Henderson will be offered a mask to wear. Appropriate signage is also prominently displayed, which outlines proper mask usage, request to use hand sanitizer and current physical distancing practices in use throughout the property.
Guest Arrival via Valet, Taxi or Ride Share
- Guests will enter the hotel/resort through doors that are either propped open, are automated or manually operated by a service professional.
- Service professionals will not open the doors of cars or taxis.
- Guests requesting bell service will be assisted and the bell cart sanitized after each guest is assisted.
- Guest luggage will be handled with (white) glove service
Hotel Guest Elevators
- Button panels will be sanitized at regular intervals, at least once per hour.
- Signage will be posted to explain the current hygiene and sanitation procedures.
- No more than four guests will be permitted per elevator.
- Masks are required in guest elevators.
SERVICE PROFESSIONAL RESPONSIBILITIES
The role Henderson service professionals play is vital for an effective sanitation, health and hygiene program.
Proper hygiene and frequent hand washing with soap is vital in helping to combat the spread of virus. All Henderson service professionals are instructed to wash their hands for 20 seconds or use sanitizer when a sink is not available every 60 minutes and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering, going on and returning from break, and before or after starting a shift.
All service professionals have received training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact, including housekeeping, food and beverage, public area departments, hotel operations and security.
Personal Protective Equipment (PPE)
Appropriate PPE is worn by all service professionals based on their roles and responsibilities, and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE is mandatory. Every service professional entering the property is provided a mask and required to wear that mask while on property. Gloves are provided to service professionals whose responsibilities require them, as determined by medical experts, including housekeeping and public area attendants and security officers in direct contact with guests.
Daily Pre-Shift & Timekeeping
Service professional pre-shift meetings are conducted virtually or in areas that allow for appropriate physical distancing between service professionals. Larger departments stagger service professional arrival times to minimize traffic volume in back-of-house corridors and service elevators. Hand sanitizer is available at each time-clock location and service professionals are required to sanitize their hands after clocking in. Our management team provides constant communication, and proper PPE and sanitation procedures is followed and updated per the latest expert guidance.
CLEANING PRODUCTS AND PROTOCOLS
The Henderson will use cleaning products and protocols which meet CDC/EPA guidelines, and are approved for use and effective against viruses, bacteria and other airborne and blood borne pathogens. We have worked closely with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and necessary PPE.
Public Spaces and Communal Areas
The frequency of cleaning and sanitizing is increased in all public spaces with an emphasis on frequent-contact surfaces including, but not limited to, front desk check-in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, and stair handrails, gym equipment, dining surfaces and seating areas.
Industry-leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring.
All bed linen and laundry are changed daily and continue to be washed at a high temperature and in accordance with CDC guidelines. Dirty linen is bagged in the guest room to eliminate excess contact while being transported to the laundry facility.
Back of the House
Frequency of cleaning and sanitization is increased in high-traffic, back-of-house areas with an emphasis on service professional dining rooms, service professional entrances, uniform rooms, service professional restrooms, loading docks, offices, kitchens, security scanning podiums, and training classrooms.
Shared tools and equipment is sanitized before, during and after each shift or anytime the equipment is transferred to a new service professional. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.
Room Recovery Protocol
In the event of presumptive case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party expert.
Air Filter and HVAC Cleaning: Air filter replacement and HVAC system cleaning will be increased, and fresh air exchange maximized.
Throughout each hotel and resort, we meet or exceed state and local health authority guidelines on proper physical distancing.
Any area where guests or service professionals need to queue is clearly marked for appropriate physical distancing. This includes check-in, check-out, elevator lobbies, coffee shops and casual dining.
Hotel Front Desk, Business Center and Concierge
Agents utilize every other workstation to ensure separation between service professionals, whenever possible.
Restaurants and Bars
Restaurants and bars feature reduced seating capacities to allow for a minimum of six feet between each seated group/party of guests. Maximum of 6 people per table.
Meeting and Event Spaces
Meeting and banquet set-up arrangements allow for physical distancing between guests in all meetings and events, based on CDC recommendations. Self-serve buffet style food service is suspended and replaced by alternative service styles.
In coordination with our retail partners, guest occupancy limits are enforced to allow for appropriate distancing at both our owned and leased retail spaces.
Pool and Beach
Pool and beach seating is configured to allow for at least six feet of separation between groups of guests.
Back of the House
Physical distancing protocols are used in service professional dining rooms, uniform areas, in-house meeting rooms, shared office spaces, and other high-density areas to ensure appropriate distancing between service professionals