Safe, Clean & Legal™ Visitor Attraction Guidelines - Visit Isle ...

Safe, Clean & Legal™

Visitor Attraction Guidelines

All information in this document is copyright © 2020 M Assessment Services Ltd

Quality in Tourism, E1 Suites 3-6, Green Lane Business Park, Green Lane, Tewkesbury, Gloucestershire GL20 8SJ of 15 QT_SCL_VISITOR_ATTRACTION_GUIDELINES_V1.1


Visitor Attraction Guidelines including updated

COVID-19 Cleaning Protocols


t: 0845 300 6996 | e: [email protected] | w: www.qualityintourism.com

mailto:[email protected]

http://www.qualityintourism.com/



COVID-19 means a new much more in-depth process of cleaning is demanded. You should

consider how much time all teams need to undertake the new cleaning regimes within the

attraction. Ensure there are robust protocols and regimes in place to protect your visitors and

all team members.

General Information and Guidance Notes

A robust policy and operations procedure must be produced and implemented before opening. A detailed Risk Assessment should

be returned to Quality in Tourism, including the below points:

• Communication to customers before arrival to include the following information.

• Booking online instructions for customers to ensure the business can manage capacity and ensure social distancing at all

times.

• Car parking instructions and guidance to adhere to social distancing.

• Encourage online payment (so ensure your website is user friendly and has the function to take online payment).

• State very clearly what facilities within the attraction are open and those that are not open (this manages visitor expectation).

• Be transparent regarding data collection for Track & Trace.

• Review and update your fire evacuation procedures to ensure that in an event of an evacuation all visitors and staff can safely

evacuate the attraction and adhere to the Government guidelines on social distancing.

What are the customer responsibilities on pre arrival and on arrival at the attraction? For example:

• If any visitor is showing any signs of COVID-19, do not visit.

• Temperatures may be taken on arrival.

• Wearing of masks may be required where necessary.

Be clear and concise on your website on how all the COVID-19 measures that have been implemented. For example:

• Social distancing measures to be adhered to.

• Navigation of a one way system throughout the attraction if applicable.

• Queue systems for attractions or rides how these will work.

• Government guidelines on social distancing signs both on the floor and walls.

• Enhanced hand washing or anti-bacterial procedures throughout the attraction.

• Hygiene screens have been placed at customer and visitors interaction points.

• State your COVID-19 cleaning regimes including if any attractions will be closed and when for cleaning duties.

• What food offering is available throughout the attraction and how these are adhering to Government COVID-19 guidelines?

Other business considerations:

• A robust training programme to be implemented for all the staff within the attraction on all new policies and procedures so the

whole team are happy and confident and ready to deliver excellent customer service whilst adhering to the company’s

procedures.

• Have regular meetings and debriefings with all team members to share changes in policies and customer feedback.

• Ensuring that all team members have the appropriate PPE equipment with regular changes to prevent cross-contamination.

• Visible evidence of cleaning regimes to restore customer confidence and to keep teams and customers safe.

• Ensure all back of house areas including offices, staff locker and changing rooms are compliant with the Government social

distancing guidelines and are included in all cleaning regimes.

• Ensure the staff are aware of the staff uniform standards and requirements. For example, if they have to wear their own clothes

to work and change into their uniform on arrival for their work day.

• Create a new COVID-19 lost property policy.

How are the attractions teams going to function? For example:

• Will they work in bubbles?

• What is the new procedure if a team member becomes ill while working?

• What is the new procedure for reporting illness to the company if a team member becomes ill while on time off?

• How is the Attraction going to communicate with all the team members on new company policies and legislation requirements?

• How deliveries into the business will be effective and managed by the attraction?


Quality in Tourism, E1 Suites 3-6, Green Lane Business Park, Green Lane, Tewkesbury, Gloucestershire GL20 8SJ

QT_SCL_VISITOR_ATTRACTION_GUIDELINES_V1.2

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Attraction Reception Area

Task

Completed By Comments

Implement a robust queuing system for

visitors waiting to gain access to the

attraction. Ensuring there is clear

directional signage and if appropriate

a member the team helping with directions.

Ensure the arrival/ reception area is

adhering to the Government social

distancing guidelines and there is clear

directional signage.

Operate a one-way system where possible.

Place in a clear hygiene screen for visitor

and staff interaction points.

Staff members wearing appropriate PPE.

Pre-payment online payment system in

place for visitors to minimise visitor and

staff interaction time

Contactless payment only to minimise

visitor and staff interaction time

Designated Receptionist.

Have hand sanitiser at entrance / exit points

and throughout the arrival / reception area

Remove visitor attraction leaflet stand sign-

post guest to online information.

Remove all unneeded fixtures and furni-

ture within the area to aid social distancing

guidelines

Have a team member available to assist

with any customer queries or questions

Regular cleaning of screens / monitors and

telephones with in the arriva l/ reception

area.

Use a cleaning checklist and leave

in the arrival/ reception area for

customer transparency.

Use cleaning coded cloths and

equipment.

All internal doors cleaned and sanitised

(remember small children will be

touching all surfaces and furniture

at different heights).

High level surfaces / high level dusting

(spores of dust accumulate in these areas).

All light switches / power switches wiped

and sanitised.

All high volume surfaces wiped and

sanitised.




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Floor vacuumed (to clear carpet debris

and avoid carpet moths) and if hard

surface floor mopped with disinfectant.

Windows clean and cobweb free.

Attraction reception area to be deep

cleaned overnight and documented.

Attraction Public Areas

Please ensure that all public areas are cleaned at regular intervals throughout the day.

All cleaning regimes to be documented and kept in the Health and Safety file.

Task


Use a cleaning checklist and leave in

appropriate places for customer

transparency.

Staff to wear appropriate PPE at all times.

All bins and recycling bins to be emptied on

a regular basis throughout the day. Bins to

be sanitised.

All doors cleaned and sanitised (remember

small children will be touching all surfaces

and furniture at different heights).


and sanitised.

All of the high volume touchpoints

throughout the attraction to be sanitised

and wiped through the opening hours using

a cleaning schedule and documented.

Seating areas to be cleaned, debris free

and ensure chairs are clean and sanisitised

on a regular basis.

Floors swept throughout the day and

mopped when required using correct

signage and closing off the area to the

public if required.

Floors to be vacuumed if appropriate

ensuring all rugs and carpets are secured

and not causing a slip hazard

All public areas to be deep cleaned

overnight and documented.




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Lifts

Ensure there is clear signage on the lifts to show social distancing guidelines and who has priority use of the lifts.

Task


Use a cleaning checklist.

Use cleaning coded cloths and equipment.

All surfaces clean and sanitised.

All buttons cleaned and sanitised.

Mirrored surface clean and sanitised.

Minimise the amount of people in the lift.

Set up a hand sanitiser station on each

floor next to the lifts.

All lifts to be deep cleaned overnight.

One family / social distance group per

journey.




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Attraction Takeaway Cafe

In accordance to the Government guidelines if two metre social distancing is not viable within a business premises then

1 metre plus is acceptable with Risk Assessment mitigations these may include:

• Increased frequency of handwashing of staff.

• Increased frequency of cleaning regimes.

• Face to face activity to be kept as short as possible.

• Use screens and barriers to separate staff members and the public.

• Fixed team working / partnering.

• Use back to back or side to side working whenever possible.

Task


Review the area, can you offer a service

while ensuring the kitchen / serving team

/ customers can social distance as per

Government guidelines?

Place signs on entrance doors and

walls with Government social

distancing guidelines.

Simplify the menu offering and place on a

central sign. Remove all physical menus.

Introduce a robust queuing system



Have a dedicated server.

Have a dedicated Cashier.

Contactless or card payment only system.

Single use cutlery / crockery disposable

cups and glasswear.

Use single use sachet condiments only.

Reduce seating in the area in line with

Government social distancing guidelines.

Adopt a clear table system no crockery,

glass wear, cutlery or condiments on the

table.

Place more seating options around the

attraction adhering to Government

guidelines on social distancing if possible.

Have clear signage asking visitors to clear

their tables and place in recycling and

rubbish bins.

Provide more recycling and rubbish bins

throughout the seating areas, and ensure

these are emptied on a regular basis.




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Attraction Takeaway Cafes / Bars

Task


Staff have signed a fit for work document.

Cleaning schedule in place.

Use a cleaning checklist for cleaning

consistency and transparency.

Staff are trained in, and wearing appropriate

PPE.

All high level surfaces / high level dusting


All internal doors clean and sanitised


touching all surfaces and furniture

at different heights).


and sanitised.


Curtains / blinds clean and suitable for use.

Dining room table and chairs cleaned and

sanitised.

Highchairs if applicable washed and

sanitised / fit for purpose.

Floor vacuumed and mopped with

disinfectant.

Wash and sanitise all surfaces including

tables / chairs / serving surfaces.

Empty all condiments / wash through a

dishwasher, dry refill and replace.

Wash all cutlery, crockery / glasses through

an industrial dish washer / glass washer.

Clean all coffee machines.

Wash and sanitise all the bar area including

tills, card payment machines, front of bar /

shelves and optics.

Clean and sanitise glass washer.

Clean through beer lines.

Clean through post mix system.

Clean and wash all cellar areas.




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Attraction Restaurants / Cafes

In accordance to the Government guidelines if two metre social distancing is not viable within a business premises then

1 metre plus is acceptable with Risk Assessment mitigations these may include:

• Increased frequency of handwashing of staff.

• Increased frequency of cleaning regimes.

• Face to face activity to be kept as short as possible.

• Use screens and barriers to separate staff members and the public.

• Fixed team working / partnering.

• Use back to back or side to side working whenever possible.

Please note that, at this time, no live music is allowed in bars and restaurants in line with statutory regulations. Only soft

background music should be played to avoid customers having to raise their voices to avoid aerosol transmission.

Task


Review the bar / restaurant. Can you offer

excellent customer service and a quality

product whilst ensuring that the Kitchen /

Front of House Team / customers can all

adhere to social distancing and will be

safe at all times as per the one metre

plus Government guidelines?

Implement a 21 day track and trace

information system suitable for your

business for both customers and staff that

can support the NHS track and trace if the

information was required.

Use of an app / contactless ordering

system available for customers to order

drinks and food from their smart phones

to minimise staff / customer contact if

appropriate for the attraction.

Ensure the entrance to the bar / restaurant

adheres to social distancing guidelines.

Place hygiene screens at appropriate

customer / staff interaction points.

Have hand sanitiser at entry points and

throughout the building for customers and

staff.

Floor social distancing messaging for both

customers and staff to be clear and clean

and not a trip hazard.

Outdoor table service to be encouraged if

appropriate in line with statutory

regulations.

Signage on entrance doors and walls

reminding all customers of the importance

of social distancing. Remind them that they

are in charge of any children who must also

adhere to social distancing.

Remove all excess furniture from the area

so customers are not tempted to move and

use.




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Remove any furniture / fittings that will

inhibit social distancing requirements.

Simplify the menu offering in support of

the kitchen team. Consider using a central

chalk board or sign. Use only paper menus

that can be discarded after each customer.

Use table service policy only, to avoid

customers waking through the bar /

restaurant and limit person to person

contact. If this is not possible, place a

robust queuing system that adheres to

social distancing guidelines of one metre

plus. Use an ordering and collection point

system to avoid customer waiting pinch

point.

Contactless or card payment only.

Have a clear table system. Bring out cutlery,

glass wear and single use condiment

sachets with the meal.

If the customer wants to tip for good

service, encourage them to add to bill and

pay on card. If the customer leaves cash,

leave in a jar for 72 hours before

distribution.

Have a strong and robust cleaning schedule

in place for table / chair clearing and

cleaning after each guest has left the area.

Have a robust cleaning protocol and

schedule for cleaning bar areas.

Have a robust cleaning protocol and

schedule for cleaning all public areas within

the bar and restaurant area including high

touch points.

Have a robust cleaning protocol, schedule

and checklist for cleaning the public toilets.

Keep staff teams working together on the

same shifts in bubbles where possible.

Review staff arrival and departure times.

Can these be staggered? How do they

enter the building?

Prepare a policy on staff breaks and how

these will be staggered and where they

can take their break to adhere to the new

Government social distancing guidelines of

one metre plus.




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Prepare a policy regarding staff uniform.

Ideally, staff should not wear uniform to

work. Staff should change at work,

uniforms should be placed in a bag after

use and washed at 60 degrees plus

between each shift, either on-site or at

home, Are the staff changing facilities


distancing guidelines? Are there lockers

available for staff to secure their

belongings?

Prepare an updated accidents, security and

other incident policy to reflect the social

distancing guidelines and ensure that staff

are trained on how to deal with social

distancing and or manage security of that.

Place a robust training program in for staff

to include:

• The new workplace environment and the

changes implemented / induction.

• Cleaning policies.

• A communication strategy on

Government guidance and business

updates.

• New arrival and departure to work

policy / uniform requirement.

• New working and shift patterns.

• Wellbeing of staff members.


Staff to wear appropriate PPE.

High level surfaces / high level dusting




touching all surfaces and furniture at

different heights).


and sanitised.


Curtains / blinds clean and suitable for use.

Dining room table and chairs cleaned and

sanitised.

Operate a clear table policy with no cutlery,

crockery, glass wear, condiments on the

table (to be brought with the meal).

Highchairs if applicable washed and

sanitised / fit for purpose.

Floor vacuumed (to clear carpet debris and

avoid carpet moths) and if hard surface

floor mopped with disinfectant.

Wash and sanitise all surfaces including:

tables / chairs / serving surfaces.




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Empty all condiments / wash through a

dishwasher, dry refill and replace.

Wash all cutlery, crockery and glasses

through an industrial dish washer / glass

washer.

Clean all coffee machines as per the

manufacturers’ instructions.

Wash and sanitise all the bar area including

tills, card payment machines, front of bar /

shelves and optics.

Clean and sanitise glass washer.

Clean through beer lines as per the

manufacturers’ instructions.

Clean through post mix system.

Clean and clear all cellar areas, adhering

to all Health and Safety policies.




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Kitchens

Task




Ventilate the area if possible.


Sanitise all working areas and surfaces.

Sanitise all chopping boards.

Drain all fryers and clean / replace with

clean fat.

Deal with grease build up behind fryers,

hobs, stoves with wiping and sanitise.

Clean fat / grease traps.

Empty freezers out and clean check end

dates of food.

Empty and sanitise walk in fridges check

end dates of food.

Check thermometers are calibrated.

Clean ovens as per manufactures

instructions clean and sanitise.

Clean and clear hood filters.

Ensure that dishwasher is free from food

and run a cycle.

Wash all cooking equipment through

dishwasher.

Wash and disinfect all floors.

Empty and disinfect all bins.

Ensure HACCP working documents are up

to date and followed.

Risk Assessments in place.




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Public Toilets

Please ensure that all public toilets are cleaned at regular intervals throughout the day.

All cleaning regimes to be documented and kept in the Health and Safety file.

Task


Put a robust queuing system in place

adhering to the Government guidelines on

social distancing.

Place signage on walls reminding visitors of

social distance guidelines.

Place 2 metre distance markers on floor if

possible.

Assess the toilet layout can every

cubicle be used adhering to social


Place sanitisers at entrance / exit.

Remove bars of soap and replace with soap

dispensers (contactless if possible).

Have a robust cleaning regime and leaving

cleaning checklists in the facility for

transparency and public confidence



Ventilate the area if possible.

Use floor warning signage.


Schedule in place, updated and displayed.



touching all surfaces and furniture at

different heights).

All light switches wiped and sanitised.

Wipe and sanitise all sink areas and

surroundings.

Wipe and sanitise all soap dispensers

(do not have bars of soap).

Clean and sanitise the toilet bowl using a

toilet brush to agitate the cleaning process

and include under the toilet rim.

Clean and sanitise all the outside of the

toilet remembering the u-bend.

Clean and sanitise the cistern area.

Clean and sanitise toilet flush.

Clean and sanitise toilet brush.

Ensure the floor is debris free, mop and

sanitise.




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Sani bins cleaned and empty.

Lidded bin clean and cleared of debris.

Place paper towels in all toilets.

Baby changing unit cleaned and sanitised.

Deep clean of the area overnight.

Attraction Retail Outlets

Place a sign on the door to the shop reminding all customers that Masks are now a mandatory requirement when entering

a shop.

Task


Place in a clear shielding screen if possible.

Review the shop layout, is it safe to open

and operate within the Government social


Create a queuing system outside the shop

within the Government social distancing

guidelines.

Place signage on the door reminding all

customers of the Government social dis-

tancing guidelines.

Have a sanitiser station at the entrance for

customer use.

Limit the number of customers in the

shop at any one point count in / count out

system.

Place a one-way system throughout the

shop if possible.

Review all the product options. Remove all

unnecessary products and sales stands

(de-clutter).

Review opening times and only refill prod-

ucts when shop is closed.

Dedicated shift Cashier.

Sanitise all baskets between use.

Close for regular cleaning of till point area /

door handles / floors if needed.

Staff have signed a fit for work document.

Cleaning schedule in place.

Use a cleaning checklist for cleaning

consistency and transparency.

Staff are trained in, and wearing

appropriate PPE.

Use appropriate signage / close the shop

when cleaning if possible.




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All external / internal doors and handles

clean and sanitised.

Wipe and sanitise all shelve fronts.

Clean and sanitise all shopping baskets

and trolleys after each use.

Wipe and sanitise till area after each

customer.

Wipe and sanitise the card payment

keypad.

Mop and disinfect the floor.

Leave appropriate warning floor signs if

the floor is still damp.

Deep clean this area daily when the

facility is closed.




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