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Oaks Hotels, Resorts and Suites develops ‘SureStay’ program in the fight against the spread of COVID-19

May 22, 2020 Hotel News No Comments Email Email

 Oaks Hotels, Resorts & Suites, an industry leader in modern residential style accommodation, today launched a new standard in the group’s cleaning program for its 55 properties across Australia and New Zealand.

Oaks ‘SureStay’ program utilises the highest grade of infection control policies and procedures developed in line with World Health Organisation guidelines and all COVID Australian Government recommendations.

“The safety and wellbeing of our guests is our absolute priority, which is why it was of vital importance that our new policies and procedures were of a global standard”, said Craig Hooley, COO of Oaks Hotels, Resorts and Suites. “SureStay is reflective of World Health Organisation’s recommendations, so our guests can book with confidence”, he concluded.

The entire guest experience has been considered, with COVID-safe regulations in place and visible to guests throughout the entire customer journey. All operational processes including those relating to check in and check out, cleaning procedures and the utilisation of common spaces throughout the hotels have been reviewed, to ensure the safety of guests and team members is assured.

“We understand that as guests return to travel for leisure and business, hotel safety and cleanliness is at the forefront of travellers’ minds. Operational procedures at Oaks have therefore evolved to meet these guest expectations. We want to assure guests that that every detail has been considered in ensuring their safety, and they can be confident that their health has been looked after at Oaks”’ Hooley commented.

The cleaning chemical selection post COVID-19 has been raised from ‘commercial grade’ to ‘hospital grade’, this includes a range of premium grade disinfectants, cleaners and cleaning tools for use as part of our rigorous daily operations to ensure the highest cleaning standards and protection against any potential COVID-19 virus outbreak.

Oaks ‘SureStay’ program guarantees a deep clean of the top ten high touch areas in guest rooms, in addition to already stringent cleaning procedures. This includes but is not limited to:

  1. All handles, doorknobs, wardrobes, drawers and cabinetry
  2. Light and electrical switches
  3. Temperature control panels
  4. Remote controls – TV, Radio, Air Conditioning
  5. Telephones & Intercoms
  6. Bathroom – Vanity, toilet flushes and seats, bath & shower tap ware
  7. Irons and safe keypad/handle
  8. Bathroom amenities – Hair dryer, amenity trays, tissue boxes
  9. Kitchen – Cutlery, glassware, kettle, fridge and oven handle
  10. Hard surfaces – Tabletops, desks

Further, Oaks is implementing a sanitisation fogging system, which involves spraying a long-lasting antimicrobial barrier on surfaces that actively destroys and prevents the spread of a wide range of viruses, moulds, mildew, fungus, algae and bacteria.

Oaks ‘SureStay’ program also guarantees the double clean of showers, baths and toilets with both commercial and hospital grade disinfectant. Each individual room is also cleaned with a separate set of colour coded Microfibre cloths for to reduce the risk of cross contamination.

Guests can rest assured that this deep clean has taken place with a customised hygiene seal to be placed on each room once the clean has been completed.

Common areas are cleaned with commercial and hospital grade products on an hourly basis during peak times, protective sheeting is fitted over all lift buttons, and social distancing is given paramount consideration, with the removal of access to seating and the incorporation of social distancing space indicators on check in.  Express check in and check out processes have been implemented across all hotels which involves pre-prepared packs for collection at check in and a touchless key deposit upon check out, in order to minimise contact between guests and staff. Hand sanitiser is also available at all receptions.

Food and Beverage

Oaks’ food and beverage outlets have always maintained high levels of cleanliness and will continue to do so, whilst ensuring that modifications are made to food preparation and service to allow for extra precautions to be taken. They will be ensuring that all front of house, high use surfaces will be cleaned at an increased frequency rate, with any one-off consumables available on request only.

Oaks ‘SureStay’ program guarantees a deep clean of the top ten high touch areas in F&B areas in addition to already stringent cleaning policies. This includes but is not limited to:

  1. Handrails on stairs and escalators
  2. Shared door handles and door panels (including bathroom doors);
  3. Elevator buttons (inside and outside);
  4. EFTPOS machines;
  5. POS machines;
  6. Post mix guns;
  7. Self-serve soft drink dispensers;
  8. Self-serve or automatic coffee machines;
  9. Straw dispensers;
  10. Menu cards or table menu stands

The guest experience at Oaks’ food & beverage venues has also been reconsidered, including the introduction of digital menus accessed via QR code, one-off consumables such as salt, pepper, sugar etc. available upon request only and social distancing regulations in place throughout each venue.  In addition, all foods at ordering points in cafes will be wrapped and pre-packaged, and buffet programs will be overhauled to consider individually wrapped options under strict employee supervision.

Oaks will also be increasing cleaning and sanitisation procedures in all back of house areas to a minimum of every two hours, in combination with an increase in controls with stock management, ensuring any item on the premises has been sprayed with sanitiser prior to being placed into cold or stock storage.

As a standard, the highest levels of hand hygiene will continue to be used across all food and beverage preparations and service.

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