Our Commitment to Health & Safety
We want to share with you the steps we are taking to enhance our cleaning protocols and improve safety measures throughout the Hotel as we prepare to welcome guests back to OPUS Vancouver.
Employee & Guest Health
Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them, while standing in lines, waiting for elevators, or moving around the property. Employees will be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. We will keep small groups of staff members who frequently work together as a unit, and schedule their shifts together as much as possible. A safety plexiglass screen has been installed at the front desk, and are encouraging our guests to go paperless, and opt for digital folios and concierge information. Contactless check-in and check-out procedures have also been implemented for all guests.
Hand Sanitizer Dispensers
The Hotel will provide hand sanitizer for all guests, employees and visitors. The dispensers will be placed at all entrances with additional sanitizing stations available throughout the Hotel.
Masks or face coverings are mandatory throughout all indoor public spaces. At management’s discretion employees may be allowed to remove their face covering when other safety protocols are available.
Employees & Guest Health Concerns
Guests in self-isolation are advised to not use any common hotel areas, equipment, or appliances. Back of house signage will be displayed throughout the property outlining the Hotel’s protocols around the use and disposal of masks and gloves, washing hands, avoid touching their faces, and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. Our employees have been given clear instructions on how to respond swiftly and report all presumed cases of COVID-19 on property and will be ready to provide support to our guests as needed. Employees are instructed to stay home if they do not feel well and to contact a manager if they notice a coworker or guest displaying or complaining of a cough, fever, shortness of breath or other known symptoms of COVID-19. We look forward to opening our doors to you very soon! Our ultimate goal will always remain the same. We will strive to keep you and your guests healthy and safe at OPUS Vancouver.
The Guest Experience
Front Desk, Concierge and Transportation Services
High touch surfaces such as bell carts, guest room key cards, pens, cruiser bikes, our hotel car, and all desks and countertops will be sanitized between each guest/employee’s use. Guest laundry and dry-cleaning services will be available using contactless pick-up and delivery protocols. Our Valet team will wear disposable gloves when handling luggage and driving guests’ cars. All vehicles and car keys will be disinfected after each use. If either the employee or guest is not comfortable with valet service, the option to self park in our garage will be available.
Guest Rooms & Elevators
Industry leading cleaning and disinfecting protocols are used to clean our guest rooms, and elevators, with extra attention paid to high-touch items. Upon check out each room will be thoroughly cleaned and disinfected using electrostatic spray technology. An employee will be present to disinfect the button panels in our elevators at regular intervals. No more than two guests will be permitted per elevator.
Cleaning Products and Protocols
We will work to maintain our existing high standards of cleanliness and provide additional training to our Housekeeping team regarding any new guidelines and protocols outlined by the BC Government. Housekeeping services will be modified for stay-over guests, including the elimination of a daily full cleaning service. Our unique turn down program, complete with bottled water and retro candy, will be available and delivered in a safe way. Enhanced cleaning protocols will be implemented in all guest rooms, including the use of a state-of-the-art electrostatic sprayer. Guest rooms will not be entered for 24 hours after check-out, at which time the room, linens and all touch points will be thoroughly cleaned with hospital-grade chemicals aimed at eliminating any traces of the virus. The housekeeping team will use HEPA (high-efficiency particulate air) vacuum filters which are able to capture bacteria and moisture that would normally be recirculated in the air. The frequency of cleaning and disinfecting public and high touch areas such as entrance doors, elevator buttons, front desk counters and common areas will be increased.
As with Housekeeping, non-urgent in-room maintenance issues will be halted until a room is no longer occupied and has been cleaned according to post-occupancy standards. If an instance arises where maintenance must be performed immediately in an occupied room, the guest will be room moved, and the engineering issue addressed by our team; wearing adequate personal protective equipment.
Access to the fitness room will be limited to one guest at a time. Guests will be able to book a specific time through Guest Services. The fitness room will be cleaned and sanitized with our electrostatic sprayer between each guest.
Food & Beverage
Both the bar and restaurant will reduce seating capacities to allow for a minimum of six feet between each table. Employee Hygiene Employees are to practice proper hand hygiene before serving food or beverage items and again after handling the removal of food or beverage items from a guest room, table or bar.
Cleaning & Disinfecting Protocol
Host Podiums including all associated equipment to be disinfected at least once per hour. Service stations, beverage stations, counters, handrails and trays to be disinfected at least once per hour. POS terminals to be assigned to a single server where possible and disinfected between each user and before and after each shift. If multiple servers are assigned to a POS terminal, servers will disinfect their hands after each use. Dining tables, bar tops, stools and chairs to be disinfected after each use. Condiments to be served in single use containers (either disposable or washed after each use). Check presenters, pens and all other reusable guest contact items to be either disinfected after each use. Menus to be single use or laminated to allow for disinfection between uses. Food preparation stations to be disinfected at least once per hour. Kitchens to be deep cleaned and disinfected at least once per day.
Physical Distancing Protocol
Hostesses and managers to manage physical distancing at entries, waiting areas and queues. Tables and booths to be utilized with appropriate physical distancing between each family or traveling party (six feet or as otherwise advised by local authorities). Groups of guests traveling together may be sat at tables up to 10 guests each (or pending revised guidelines from local authorities).
In Room Dining will be available with contactless delivery outside guestrooms. The room service attendant will knock on the door informing the guest their order is ready. The order will be left outside the room, on a table, to be picked-up by the guest. Once the guest is finished, they will be asked to leave their table outside their room for the room service attendant to pick-up.
Meeting Rooms & Banquet Services
Cleaning and Disinfecting Protocol
The Hotel will welcome one group to the property at a time. Meeting and banquet set-up arrangements will allow for physical distancing between guests based on provincial guidelines. All shared equipment and meeting amenities will be disinfected before and after each use or be single use if not able to be disinfected. Self-serve buffet style food service will be suspended and replaced by alternative service styles such as individually plated and served meals, to customized individual grab and go boxes. Coffee stations will be attended to on a regular basis and sanitized whenever necessary. Cutlery will be provided as a roll-up, and all condiments will be served in individual containers. All banquet linen will be replaced after each use, with clean and soiled linens transported in sealed single use plastic bags into and out of the meeting rooms. Individual bottled water will be provided in lieu of water carafes on meeting tables and water stations.