coronavirus planning guide retail & hospitality · • reconfigure interior layouts, ... senior...
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Coronavirus Planning Guide
May 2020
Retail & Hospitality
Social Distancing
Cleaning & Disinfecting
Protection of Employees
Stay-at-home initiatives designed to combat the spread of COVID-19
(coronavirus) have upended purchasing patterns in the retail and
hospitality sectors. With consumers staying home and shopping online,
hospitality providers have endured stark revenue declines and retailers
have taken swift action to offset dwindling foot traffic with online sales.
Making WFH successful• Ensure staff have access to high-speed internet and reliable
hardware (e.g. computers, keyboards, monitors).
• Update security protocols and software to protect against
cyber threats.
• Dedicate a point person to manage business updates
regarding the pandemic.
• Set measurable and reasonable goals for all staff to foster
greater accountability and avoid micromanaging employees.
• Organize regular check-ins (e.g. daily or weekly) to ensure
staff are meeting predetermined productivity levels.
• Develop and refine remote work infrastructure models to
accommodate the growing desire for workplace flexibility.
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Contents
Phased Reopening Plan.................................................................................3
Phase 1........................................................................................................4 Social Distancing.........................................................................................................4Cleaning & Disinfecting..............................................................................................5Protection of Employees & Clients............................................................................6
Phase 2........................................................................................................7 Social Distancing.........................................................................................................7Cleaning & Disinfecting..............................................................................................8Protection of Employees & Clients............................................................................8
Phase 3......................................................................................................10 Social Distancing.......................................................................................................10Cleaning & Disinfecting............................................................................................11Protection of Employees & Clients..........................................................................11
Protocols in Practice...................................................................................12
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Phased Reopening Plan
Guarantee limited social distancing, cleaning and
disinfecting and protection of workers/clients?
Ensure strict social distancing, cleaning and disinfecting and
protection of workers and clients?
Shelter-in-place is in effect
Guarantee moderate social distancing, cleaning and
disinfecting and protection of workers and clients?
Shelter-in-place has been lifted, but dine-in restaurants and salons are closed. Senior
centers are prohibiting visitors.
Dine-in restaurants and salons may open, but with limited capacity. Senior centers
continue prohibiting visitors.
All businesses may open to public, with parameters
in place for sensitive populations.
WFH 1WFH
Where does the local/state government stand on reopening?
Can Your Business... Can Your Business...
WFH 2
Can Your Business...
WFH 3PHASE PHASE PHASE
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Phase 1How can employers promote strict social distancing?
• Implement rotating shifts for workers coming into the office.
• Reconfigure interior layouts, implement assigned seating and declutter work stations.
• Instruct employees and customers not to congregate outside the building.
• Limit the number of customers allowed inside the building and dedicate certain business hours to
senior citizens and other high-risk populations.
• Use solid tape and one-directional signage to guide the flow of foot traffic away from work stations
Coronavirus Planning Guide | Social Distancing
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EXHIBIT B
and enforce six-foot separation for lines and seating arrangements. Designate specific doors for
entry and exit purposes to assist the flow of foot traffic (Exhibit A).
• Do not carry out group events or meetings of more than 10 people.
• Limit the number of in-person meetings, especially meetings in confined spaces.
• Bring in larger tables to ensure social distancing between groups of 6 or more.
• Install physical barriers (e.g. partitions and sneeze guards) and sanitizing stations for customers
and staff (Exhibit B).
• Encourage customers to make appointments online or to call in orders and requests before they
arrive. Also, consider implementing contactless payment and order pickup processes.
EXHIBIT A
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Phase 1 ContinuedHow can employers carry out strict cleaning and disinfecting?
• Interiors that have been occupied within nine days of the opening date should be deep-cleaned
before reopening.
• Employers should secure a three-week supply of cleaning products before reopening and
encourage regular use of the products.
• Employers should consider creating cleaning rosters to split cleaning responsibilities among staff.
• High-touch surfaces should be professionally serviced at least twice daily and up to once hourly
during business hours to address high-traffic environments and again at the close of business.
• Clean porous surfaces with the appropriate cleaning products and use disinfectants when
washing laundry, table settings and other linens.
• Property owners may consider having buildings commissioned to audit airflow.
• Owners can install updated air filters to help trap and limit the spread of the virus, especially if
rooms cannot be vented by opening windows.
• Employers should provide clear, easily accessible signage to inform customers and staff
of current practices, such as mandating the covering of sneezes and coughs, proper hand
washing and the use of cloth face masks (around other individuals) if possible.
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High-touch surfaces are frequently touched by staff and customers. Examples include counters, card
readers, touch screens, door handles and switches.
HVAC Systems Maintenance
Detergent Disinfectants Carpet Cleaning Equipment High-Pressure Steam Cleaners
Quality & Safety Inspection Services
Porous surfaces, including drapes, carpets and rugs, trap more particles
than non-porous surfaces (e.g. counters and door handles).
Air Filters
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• Cancel nonessential business travel.
• Train all staff and managers in COVID-19 safety protocols. Choose a staff member to be responsible for replying to COVID-19
concerns. Employees should know who this person is and how to contact this person.
• Carry out symptom and temperature checks (when feasible) for employees entering the workspace.
• Consider asking arriving customers to have their temperatures taken and to fill out a health condition and recent travel questionnaire.
• Instruct employees to wear face masks. Ask customers to do the same.
• Provide information on how to properly put on and take off face masks and gloves to avoid accidental contamination.
• Provide a generous sick leave policy to encourage sick employees to stay home.
• Consider prohibiting the use of shared facilities such as on-site gyms, pools, guest kitchens, spas and saunas.
• Implement employee and customer feedback systems to continuously improve upon the measures in place.
Phase 1 ContinuedHow can employers implement strict protections for employees and clients?
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Phase 2How can employers promote moderate social distancing?
• Encourage vulnerable workers to continue sheltering in place.
• Maintain signage for up-to-date public health guidelines and recommendations.
• Strategically place appliances and other objects of interest more than six feet apart to promote
social distancing.
• Rethink self-serve and buffet-style offerings, which can encourage clustering around containers of food.
Instead, provide pre-made ‘grab-and-go’ options, which are more easily and more quickly accessible.
• Post allowable room capacities near common areas and meeting rooms, once open (Exhibit C & D).
Vulnerable employees include those that are
immunocompromised, interact with immunocompromised
individuals, or that consistently interact with COVID-19 positive
individuals.
Coronavirus Planning Guide | Social Distancing
EXHIBIT C: from eight to four EXHIBIT D: from six to three
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Phase 2 ContinuedCoronavirus Planning Guide | Social Distancing
• Consider staggering the use of meeting rooms, break rooms and other communal spaces.
Clean and disinfect rooms between uses.
• Maintain protective shields between areas of staff-customer interaction.
• Cancel all group events of more than 25 people. During large events, entry-only and exit-only
doors can help guide the flow of foot traffic, much like solid tape.
How can employers promote moderate social distancing?
Areas of staff-customer interaction include checkout
counters, food service counters, entryways and cash registers.
• During large events, attendees should filter in to the seating arrangement from front to back to avoid walking past seated individuals. For
the same reason, attendees should filter out of the event starting from the back and working towards the front (Exhibit E & F).
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4 3
2 5
7 8
6
29
10
8
8
210
8 7
9 6
4 8
5
22
1
3
8
EXHIBIT E EXHIBIT F
FRONT FRONT
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Phase 2 ContinuedCoronavirus Planning Guide | Cleaning & Disinfecting, Protection of Employees & Clients
How can employers implement moderate protections for employees and clients?
• Encourage employees and customers to wear face masks when social distancing is not feasible.
• Consider offering face masks and hand sanitizer as amenities for staff and customer use.
• Encourage employees to remain cautious about their health even as restrictions are lifted for
various types of businesses.
• Continue reducing face-to-face contact through contactless, keyless and mobile app services.
Allow customers to opt out of services that involve face-to-face contact.
• Continue to hone in on mental health and share progress with employees regarding reopening
Customers should be able to opt out of greeting services, room
services, fitting room attendance and other relevant services.
How can employers carry out moderate cleaning and disinfecting?
• Communal areas, including conference rooms, waiting rooms, elevators, gyms and shower facilities, should be serviced twice daily
during business hours and again at the close of business or between shifts.
• Employers should ensure meetings in confined spaces do not exceed one hour, enforcing a break after 30 minutes for ventilation.
• Employers should have a three-week supply of cleaning products on hand.
• Employers should discourage communal products and provide single-use items.
• Employers should replace or sanitize any single-use items left behind, even if they appear unused.
• Air filters should be replaced as necessary. More frequent filter replacement is not nececessary
during the pandemic.
Single-use items include pens, pads of paper, napkins and disposable table settings.
phases. The company’s intranet or social media pages can and should be used to communicate pertinent updates to staff.
• Limit nonessential volunteers, visitors and activities including external organizations or groups.
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Phase 3Coronavirus Planning Guide | Social Distancing, Cleaning & Disinfecting
• Consider limiting all workers’ in-office hours to three to five days per week. Vulnerable workers
should continue working from home, when possible.
• Develop marketing and advertising campaigns to communicate the business’ current social
distancing efforts and guidelines to the public, as well as to provide customers with peace of mind.
• Continue encouraging employees to clean and disinfect areas after each use.
• Cancel all group events of more than 50 people. During large events, attendees should filter in to the
seating arrangement from front to back to avoid walking past seated individuals. For the same reason,
How can employers promote limited social distancing?
Messaging campaigns can be conducted over emails, websites, text messages,
flyers and other methods of communication with customers.
attendees should filter out of the event starting from the back and working towards the front.
• Employers should continue to keep a three-week supply of cleaning products on hand.
• Employers should ensure meetings in confined spaces do not exceed 90 minutes. During long meetings, employees should take
breaks to exit the room to allow for ventilation.
• Communal areas may be cleaned and disinfected daily, after business hours.
• Continue avoiding using communal tableware.
How can employers carry out limited cleaning and disinfecting?
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Phase 3 ContinuedCoronavirus Planning Guide | Protection of Employees & Clients
• Refresh procedures for managing suspected coronavirus cases, including how to identify potential
cases and conduct contact tracing.
• Maintain critical supplies in case of a resurgence of coronavirus cases.
• Implement monthly reviews of the processes and measures in place.
• Consider reallowing nonessential travel while adhering to local and state guidelines.
• Consider allowing nonessential volunteers and visitors, including external groups and organizations
(so long as social distancing can be maintained).
• Consider loosening requirement for masks and gloves, depending on the availability of vaccines.
• Lift protections gradually.
How can employers implement limited protections for employees and clients?
Contact tracing is the process of identifying and notifying those
who have come into contact with potential or confirmed COVID-19 patients of their
exposure.
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Protocols In PracticeSocial Distancing
Wawa is using in-store signage, floor markers, plastic shields, announcements and videos to encourage social distance.
The National Restaurant Association (NRA) has released guidelines for restaurants to reopen while maintaining social distancing
between staff and customers.
• Guests and employees should maintain distance.
• Floor plans for common dining areas should be redesigned to ensure that there is six feet of separation between groups.
• Do not allow customers to congregate while waiting for services indoors or outdoors.
• Consider installing physical barriers in booth seating arrangements.
• Consider reservations-only and call-ahead-required business models moving forward.
Cleaning & Disinfecting
Protection of Employees
The American Hotel and Lodging Association has introduced industry-wide standards for health and safety protocols in the hospitality
industry. The ‘Stay Safe’ initiative discusses hand washing and sanitization, front and back of house signage, addressing employee and
guest concerns and notifying local health authorities of suspected and confirmed COVID-19 cases.
Marriott has established the Global Cleanliness Council to consistently respond to COVID-19 at its locations across the world.
Accor and Bureau Veritas are working together to establish certification plans to assure guests of virus-free accommodations.
Global Partners LP brands (Alltown, Jiffy Mart, T-Bird and Honey Farms) are utilizing contactless cash handling processes and
providing customers with disposable gloves.
7-Eleven has installed plexiglass sneeze guards at sales counters across its 9,000 locations in the United States.
Hilton is limiting employees’ hours while still providing full health and unemployment benefits.
Coronavirus Planning Guide | Protocols in Practice