Count on us front desk fa qs to respond to guests during a pandemic

1. © 2020 Wyndham Hotels & Resorts, Inc. 1
Count on Us Front Desk FAQs
To Respond to Guests During a Pandemic
This frequently asked questions (FAQ) document is to assist the Front Desk Team when
answering Guest questions about how the hotel is handling cleanliness, public guest use
spaces and guest interactions post COVID-19.
*Note: This document can and should be shared with the entire team.
What is Count on Us?
• Count on Us is a program that will zero in on efforts to elevate health and safety
protections as U.S. hotels in the wake of COVID-19, and aims to give guests peace of
mind when choosing a place to stay during their travels.
Questions Related to Cleanliness
• How often are you cleaning the public areas?
o We perform and document routine cleaning procedures and disinfecting of all high
traffic touchpoints at least every 2-3 hours or more frequently as may be required.
• What is your process for keeping key cards and key card envelops clean and disinfected?
o Key Card Envelopes are never reused, they are recycled after each guest use.
o Key Cards are sanitized after being returned by a guest, before being activated for
another guest’s use. (Consult your hotels procedures for receiving and sanitizing
keys:
o If your hotel uses a keycard drop boxes for guests at check-out to drop their keys,
you could mention that here as well).
o In addition, you will have noticed that we include a sanitizing/disinfecting wipe in
every keycard holder for guests to use to clean their own keycard.
• How are you keeping the complimentary guest “forgot something items” clean and safe?
o All guest amenities items are individually wrapped and sealed, and kept behind the
front desk. We can provide these items upon request.
• Are there any hotel protocols I should be aware of while staying at this hotel?
o Yes, please be aware of floor decals to designate standing areas near the front
desk, sundry shop, restaurant entrance, lobby bar, elevator banks and any other
public area where guests may congregate.
o Additionally, a one person/travel family per elevator ride policy is encouraged, and
please follow any one-way guest flow according to the markings at the entrances
and exits.
o We have also provided hand sanitizer dispensers at the front desk and in other high
traffic areas around the hotel for your convenience.
o We encourage social distancing and follow enhanced cleaning procedures.
• What type of guests have you/are you housing?
o Consult with manager and local ordinances to identify whether you are housing all
travelers, essential travelers only, etc.

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• Was this hotel used as a hospital/homeless?
o Consult with your manager/management team for the answer to this question.
• What is your process to ensure my room clean?
o All rooms are completely sanitized upon checkout with special attention to high
touch items such as: all handles/knobs, telephone, TV remote, light switches, toilet
seats and handles, bathroom sink and faucet, furniture handles, nightstands, desk,
chair arms, temperature control panels, alarm clocks, lamps, luggage racks,
hangers, privacy/DND signs (and any other collateral present in the room) and
flooring.
(If your hotel has implemented a “rest” period between guest checkout and housekeeping
cleaning service, from anywhere between 24-72 hours, you can also mention that here.)
• What is your daily housekeeping process for guests staying multiple nights?
o For now, our stay-overs will not receive daily housekeeping service, rooms will be
served every 3 days while the room is vacant only, If you require any specific items
or cleaning before then, please let us know.
• Do you change the blankets and bed toppings after each guest?
o Yes, all bedding is removed between guest stays, including top sheet, flat sheet,
fitted sheet, mattress pad, pillows, pillow cases and blanket.
• How many people will be in my room cleaning it?
o Typically one person cleans the room, and we don’t anticipate changing this.
• Are your chemicals EPA approved disinfectants?
o Yes, our hotel uses EPA approved Ecolab disinfectant cleaners.
• Other hotel brands are now partnering with companies such as the makers of Lysol. Is
Wyndham working with a chemical provider?
o Yes, we use EPA approved Ecolab disinfectant cleaners for our cleaning supplies.
 Ecolab is the global leader in water, hygiene and energy technologies and
services. Every day, they help make the world cleaner, safer and healthier –
protecting people and vital resources.
• What is your PPE protocol or requirements for hotel staff?
o All staff are required to wear gloves and facemaskswhere applicable.
(If your hotel has put in place a movable Front Desk “shield” or “sneeze guard” or an acrylic
partition or plexiglass, you can also mention that.)
o Do you require PPE for guests?
 Consult local laws and guidelines for guidance on guest’s participation in
PPE.
o What if I don’t have the PPE you are requiring?
 Consult manager to ensure that you are providing some of the PPE based
on local law and ownership decisions.

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o If the guests refuses to wear required PPE
 If the local law requires the guest to wear PPE, educate the guest. (we may not
be able to rent a room to this guest)
 Consult with manager for next steps in dealing with guest. Recommend
watching the webinar playback for: Lodging Operators: Time to Connect the
Dots around the Coronavirus
• What is your process for ensuring luggage carts, drinking fountains, vending machines
and other guest use areas are disinfected between uses?
o We perform and document routine cleaning procedures and disinfecting of all high
traffic touchpoints of at least every 2-3 hours or more frequently as may be
required.
Questions Related to Health
• What do I do if I suspect another guest or an employee is sick?
o Report your concerns to the manager or manager on duty as soon as possible.
• Has anyone at this hotel been diagnosed with COVID-19?
o We require sick employees to stay home.
o Hotel employees must report to management if they believe they have been
exposed to anyone who has tested positive for COVID-19 or who may be
displaying symptoms consistent with COVID-19.
o Consult with Manager for additional explanation. We recommend reviewing the
Pandemic Operations guide on Hotel Staff.
• Can I quarantine here?
o If a guests discovers they may have COVID-19 while here at the hotel, then we
have a defined process to assist them during that time.
o Consult with manager for detailed steps. We recommend reviewing the
Pandemic Operations guide: Guest suspected of having or confirmed to have
COVID-19
• What are you doing to support social distancing throughout your hotel?
o Social distancing signage is place in public areas and in vending/sundry areas.
o All public space furniture is a minimum of six feet apart.
o We encourage one-way guest flow with marked entrances and exits.
• Are there any local or state ordnances/restrictions that I need to be aware of?
o Consult with manager to identify local information related to COVID-19 protocol.
• Are your area restaurants, shopping and attractions open for business?
o Identify hours and business practices of local restaurants, shopping and
attractions.
o Provide the guest with local shopping and dining options.
o Provide information on Door Dash, Grub Hub or other service that can deliver.
(Wyndham Rewards members receive free delivery from DoorDash)

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• Where is the nearest 24 hour pharmacy and/or walk-in clinic?
o Identify nearest pharmacy option and provide the guest with local pharmacy
and clinic options.
• Are there any COVID-19 testing sites nearby?
o Identify nearest testing site and provide the guest with local health and COVID-
19 related facilities.
Questions Related to Hotel Operation ‘Upon Check-In' Or When Contacting The
Hotel
• Was this hotel closed?
o If Yes – We have conducted an extensive cleaning process to ensure the hotel is
safe and ready for guests. And we have implemented a strict cleaning process
to ensure continued clean and safe facilities for our guests.
o If No – We have implemented a strict cleaning process to ensure continued
clean and safe facilities for our guests.
• Is the breakfast area clean and what are you offering for breakfast?
o If breakfast is suspended - we offer a “Grab & Go” option with pre-assembled
breakfast bags.
o If you continue to serve breakfast:
• If a breakfast attendant is present, he or she should wear a face mask and
gloves, changing out the gloves frequently.
• Condiments should be in individually portioned packet units.
• In addition to routine cleaning procedures, schedule, perform and document
a disinfecting schedule or log of all high traffic touchpoints of at least every
2-3 hours.
• Is your pool/fitness center/business center clean and open and if so, are there special
protocols?
o Familiarize yourself with the status of your hotel’s amenities and services.
 Meeting rooms, Business Centers – Consider temporary closures. If
open, follow enhanced cleaning procedures.
 Fitness Center – Consider temporary closure and in place offer
alternative wellness options to be provided to guests (e.g. outdoor
wellness program, exercise tips of the day, in-room workout
programming, etc.). If open, follow enhanced cleaning procedures.
 Swimming Pool/Spa – Consider temporary closures. If open, follow
enhanced cleaning procedures.
 Guest Laundry – Consider temporary closures. If open, place social
distancing signage, limit one guest at a time and follow enhanced
cleaning procedure.
o Have cleaning log readily available at the front desk in case a guest asks
• Are you offering shuttle service?
o Familiarize yourself with the status of your hotel’s amenities and services.

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 If no, say “To promote social distancing, we have discontinued hotel-
provided transportation (e.g., airport shuttle and courtesy vehicles). Consult
with Manager to consider reimbursing a guest’s taxi, Uber or Lyft expense. If
transportation services are discontinued, notify guests at the time of booking
and those that have future reservations of the change in services.
 If yes, let them know if hours are reduced or if limiting distance or number of
travelers. Consult with manager to ensure that:
 Where possible, limit the number of passengers to promote social
distancing.
 Where possible, replace valet services with self-parking.
 Practice safety and cleanliness
 All hotel transportation should be disinfected regularly (each morning,
after each trip or shift change, and after the vehicle’s last use each night).
For more information and best practices refer to the Pandemic Operations Guide and/or the
Reopening Guide found on MyPortal and health department recommendations.
WHR offers these suggestions for your consideration. You control your daily operations and employment practices as well as
the safety and security of your property.