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Caring for our Guests & Employees Under the COVID-19 Protection Framework

Updated 23.05.2022
The Distinction Hotels Group’s highest priority is the health and wellbeing of our guests, employees and local communities.

We would like to update you on the measures we have in place when you visit, stay, dine or conference at any of our New Zealand wide hotels under the NZ Government's COVID-19 Protection Framework (traffic lights) which came into effect from 11.59pm on 2 December 2021 and was revised on 23 March 2022.

We require all guests to maintain standards as outlined by the NZ Government's COVID-19 Protection Framework and also as noted in this pandemic action plan.

Check in/out:
Guests & staff will be required to wear a government approved face mask and maintain social distancing protocols of 1 metre. After each check in/out, area of reception will be wiped down, in addition any touch points such as eftpos touch pads will be wiped down, in some cases eftpos touchless pads will be available.

Contact tracing:
Hotels will utilise their check in systems for guest contact tracing. This will contain personal contact information of each guest. A visitor contact tracing register will also be in place for all visitors to the hotel including trade personal, this will also cover external diners of our hotels' restaurant & bar areas.
*From 11.59pm 25 March 2022, as per the NZ government's easing of restrictions there is no requirement to scan in or for a business to display a QR code poster or have mandatory record keeping*.

Have you changed any procedure with your restaurants/food service?
The hotel continues to operate under current legislation of food & safety guidelines issued by the local council and NZ Government. Hotel will open restaurants/bars with government approved face masks.
For hotels operating in red level, a single service policy applies, requiring each order to be placed with hotels single service staff who are required to wear a government approved face mask. Serving staff must stick to serving specific tables, at no time will orders be allowed to be made at bar or restaurant reception. All guests will be required to be seated, seating arrangements will be at least 1 metre apart. As such breakfast buffet service will convert to à la carte breakfast by order. Single service by hotel staff member to obtain order and deliver to guest table, room service will be available. In case of high demand whilst operating at the red level, hotel may limit number of guests in accordance with social distancing protocols. All patrons must be seated and must be served a meal, not just beverages. A maximum of 200 people will be allowed at one time.

Hotel guest facilities:
Public facilities such as pools, spa pools, gyms may remain closed, in some cases dependent on size of gym. Guests may be allowed to utilise as long as government approved face masks are worn and social distancing is maintained. Equipment cleaning solution will be made available, with daily cleaning routines being maintained by hotel's housekeeping staff.

What has changed in the cleaning routine to stop the spread of illness?
We continue to provide the highest of cleaning standards in the rooms and have increased the regularity of cleaning in the public areas. The house keeping team has increased cleaning in the common areas and high touch areas. (i.e. lift buttons, hand rails, stairwells and door handles.) Hand sanitisers in guest areas such as check in, restaurant and bar will be made available. In addition hotels will be reintroducing the use of plastic bin liners until such time that the risk level is minimised.

Are there procedures in place to minimise the risk of illness transfer?
Maintaining increased public area cleaning protocols, especially high human traffic areas. Hand sanitisers will be made available at hotel's reception and all high demand public spaces, such as restaurant, bar areas. Again social distancing will be enforced. Signs as issued by the World Health Organization will be displayed in public areas such as bathrooms. Any guests/staff presenting any flu like symptoms will be requested to return to room or in case of staff to their home remaining in self-isolation, with hotel contacting local health authority and will follow procedures as advised. In case of non-compliance by guest we again will follow the local health authority and if required, the guest may be vacated from the hotel following the instructions of the local health authority. The hotel will follow the guidance of Ministry of Health.

What protocol is in place for screening guest on arrival?
Any guests presenting at hotel check in that appears to have any symptoms related to Covid-19 will be asked to remain in room until local health authorities are advised and person of concern has been visited by health authorities and cleared. In a case where guest is confirmed as threat, we will follow the guidance of local health authorities. In case of non-compliance by guest we again will follow the local health authority and if required, the guest may be vacated from the hotel following the instructions of local health authority.
Note: Common signs of infection include respiratory symptoms, fever, cough, shortness of breath and breathing difficulties. In more severe cases, infection can cause pneumonia, severe acute respiratory syndrome, kidney failure and even death.

Is there a protocol when a guest reports they are sick?
We will be working with the local health authorities if there are any guests that fall unwell. This will be reported immediately and we will follow their guidance and advice. Guest in the first case would be requested to self-isolate in their room.

If there is a lockdown situation at your property due to someone being sick with COVID-19 or other, is there a procedure in place?
Yes, guest must remain in room and food will be delivered to guest room, food would be left outside guest room, guest would be advised food has been delivered, staff would move 2 metres from door entrance to ensure food has been collected by guest. Immediate cleaning of guest room, external door and surrounding area with regular alcohol based cleaning products thereafter. Where possible guest room would be allocated away from others and where possible rooms nearby would be closed to use. Upon collection of crockery and cutlery, guest would be contacted by phone to arrange collection of items, our staff would wear rubber gloves and separate items and place immediately in washer.

What is the protocol for screening employees upon arrival at work?
All staff have to advise travel movements and current health before returning to work. Depending on outcomes staff may be requested to remain at home in self-isolation until cleared by local health authority.

What protocol is in place when an employee has a positive diagnosis?
Hotel will follow local health authorities’ guidance. Staff would be prohibited to enter the place of work and return home and would be required to self-isolate as per the New Zealand Government policy.

How can I protect myself & others?
You can help protect yourself and your community against COVID-19 by getting vaccinated, keeping up with good hand hygiene, wearing a face mask, staying home if you feel unwell, scanning QR codes (until 11.59pm 25 Mar 2022) and keeping track of where you've been.
At red level, government approved face masks are mandatory on flights, public transport, in taxis, retail, education (Year 4 and up, including tertiary), public venues and encouraged elsewhere.
At orange level, face masks are mandatory on flights, public transport, in taxis, retail, public venues and encouraged elsewhere.
At green level face masks are mandatory on flights and encouraged indoors.

What are the symptoms?
Symptoms may include one or more of the following, but are not limited to:
Sore throat
Fever
Headache
Muscle pain
High temperature
Fatigue
Shortness of breath, breathing difficulties
Cough
Loss of taste and/or smell

For more information on COVID-19 please visit the Ministry of Health website.
The Ministry of Health is reminding the public to get in touch with Healthline on 0800 358 5453 if they have symptoms or concerns

As circumstances change we will continue to prioritise the health and wellbeing of our guests and employees. We sincerely appreciate your support in keeping our global community safe in these unprecedented times.

Kind regards,
Duncan Fletcher
CEO
Distinction Hotels Group - 100% NZ Owned & Operated

The Distinction Hotels Group’s highest priority is the health and wellbeing of our guests, employees and local communities. We would like to update you on the measures we have in place when you visit, stay, dine or conference at any of our 100% NZ Owned & Operated hotels under the NZ Government's COVID-19 Protection Framework (traffic lights).

Caring for our Guests & Employees Under the COVID-19 Protection Framework

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