COVID-19 safety measures
Dear valued guests,
First and foremost, I would like to send you our best wishes, we all hope that you, your family, and your friends are safe and well.
COVID-19 has had an enormous impact on our lives, and of course, it has determined how we will operate Alma Resort in the near future, therefore, please find this paper detailing the most important procedures and standards that we have adopted in order to keep our guests and employees safe and to ensure that we support the government in the fight to contain the situation as best as possible.
We strongly believe that this is the responsibility of all to ensure we work together to avoid further hardship on our health, freedom of travel, and the Vietnamese economy.
We thank you for your cooperation and we are very much looking forward to welcoming you soon.
Best regards,
Herbert Laubichler-Pichler
(Managing Director)
Re: Khanh Hoa Provincial Steering Committee for Covid 19 Prevention and Control – Resolution 128/NQ-CP "Safely adapting, flexibly, effectively controlling the Covid-19 epidemic”.
"The health and safety of our guests and employees remain our top priority."
In accordance with the resolution guidelines above, we have initiated the following directives:
All guests and staff at Alma resort are required to comply fully with the 5K criteria, the regulations set by the National Steering committee, and the rules of Alma resort.
Very Important Notice: The Sars-CoV-2 regulations listed herein are subject to change and will be superseded by any updated Sars-CoV-2 guidelines from the Government of Vietnam.
1. FOR EMPLOYEES WORKING AT ALMA RESORT
• All Alma employees have a green or yellow ‘digital pass’ on the PC Covid app.
• Only staff with a green ‘digital pass’, who work in direct contact with the public, are eligible to serve guests & visitors at the resort.
• The resort's medical team will conduct rapid antigen tests for all returning employees (on the first day) before they recommence their employment with us.
Below are the general guidelines we teach our colleagues. The specific procedures for Chefs, Waiters, Housekeeping, and other areas are available upon request.
Hand Washing. Correct hygiene procedures and frequent handwashing with soap are vital to helping combat the spread of the virus. All Alma employees have been instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, going on break and before or after starting a shift.
COVID-19 Training. All employees have received training on COVID-19 safety and disinfection protocols, with more comprehensive training for our teams that have more frequent guest contact including Housekeeping, Food & Beverage, Public Area Department, Hotel Operations, and Security.
Personal Protective Equipment (PPE). Appropriate PPE is worn by all employees based on their role and responsibilities and in adherence to government regulations and guidance. Training on how to properly use and dispose of all PPE is mandatory. Employees entering the resort and working in public areas are provided with a face mask and are required to wear that mask while on the property. Gloves are provided to employees whose responsibilities require them, as determined by medical experts, including housekeeping, public area attendants, kitchen and bell staff, or anyone in direct contact with guests.
Daily Pre-Shift & Timekeeping. Employee pre-shift meetings will be conducted to allow for the appropriate physical distancing between employees. Larger departments will stagger employee arrival times to minimize traffic volume in the back of house corridors and service elevators. Hand sanitizer is available at the staff entrance and employees are required to sanitize their hands after clocking in. Our management team will ensure that, via constant communication, proper PPE, cleaning, and disinfection procedures are followed and updated as per the latest expert guidance.
Periodic Testing. In direct accordance with the Steering Committee for Covid-19 Prevention and Control, alongside Alma resort guidelines, all resort staff will participate in random, compulsory RT-PCR method or Rapid antigen test.
2. FOR THE GUESTS STAYING AT ALMA RESORT
Taxi Transfers from the Airport or the train station to Alma Cam Ranh
Without exception, all Taxi drivers and their vehicles must fully comply with the 5k regulations and ensure they follow the strict rules of disinfection and hygiene. Additionally, guests are advised to insist that the taxi driver is using a face mask at all times, whilst transporting the guests to the resort.
Guest Arrival at the resort
Upon arrival, all guests are encouraged to wear a mask or face covering and will be checked for body temperature and given hand sanitizer. Extra masks can be purchased at the Alma Mart at a reasonable price.
For domestic customers
Domestic customers are kindly requested to provide the following:
• Green Digital Pass (unless level 4) or Certificate of recovery from COVID-19 (the time from hospital discharge to entry date must not exceed 6 months): No additional Rapid Antigen/ PCR required.
• Yellow Digital Pass and un-vaccinated guests: Must provide a negative Rapid Antigen/PCR test result (valid within 72 hours before resort check-in).
• Clients arriving from Covid Risk Level 4 zones: Must provide a negative Rapid Antigen/PCR test result (valid within 72 hours before resort check-in).
• Children under 12 years old: who are un-vaccinated must provide either a negative Rapid Antigen or PCR test result (valid within 72 hours before resort check-in).
• Before check-in: Guests must make a medical declaration by QR code (PC Covid App) or by completing a form at the nurse counter in the reception.
• Non- Vietnamese Nationals residing in Vietnam: Are required to fulfill the same requirements as domestic tourists.
• The level of disease level of every area changes over time and is continuously updated on the Website
For international travelers with vaccine passports
Guests must be aware of and provide the following:
• Certificate of vaccination: Valid from a minimum of 14 days to a maximum of 12 months after vaccination (2nd dose or 1st dose or the 1-dose vaccine); or Certificate of recovery from COVID-19: The time from hospital discharge to entry date must not exceed 6 months.
• First dose or un-vaccinated guests: Guests who had the first dose (of a vaccine that requires 2 doses) or who are un-vaccinated, must provide negative results for SARS-CoV-2 within 72 hours before boarding.
• Epidemic prevention measures: While traveling, you must follow all guidelines during the entire duration of your journey.
• SARS-CoV-2 travel documentation: Print copies of all necessary documents (except for documents accepted by Vietnamese authorities in electronic form) for presentation to the airline and immigration authorities.
• Children under 12 years of age: Traveling with a parent, or guardian must also have a negative RT-PCR test result that meets the above conditions.
• Guests need to have medical or travel insurance that covers COVID-19 with minimum liability coverage of $50,000.
a. Guest Arrival by Taxi or private car/transportation
i. Guests must enter the resort through the specified security gates only.
ii. Guests requesting bell service will be assisted and the bell cart will be disinfected after each guest is assisted.
iii. All of our Bell staff will be wearing gloves and face masks.
b. Check-in and Check-out process
i. Guests must follow the marked floor signs to respect social distancing and adhere to any instruction offered by the receptionist.
ii. To expedite check-in, we recommend that all guests have the necessary documents ‘in hand’ and only one guest is allowed to approach the counter at any time.
iii. Other guests are kindly requested to wait in the lobby lounge.
iv. Upon check-in, the guest will be given a COVID-19 information letter at the reception
v. After check-in reception staff will distribute wristbands and when the check-in process is completed the staff will disinfect the counter, the paperless check-in tablet, and the pens.
3. REGULATIONS IN THE GUEST ROOMS AND PUBLIC AREAS
Hotel Guest Elevators
i. An employee will be present to disinfect the button panels at regular intervals, at least once per hour.
ii. Signage will be posted to explain the current procedures.
iii. Families: Only one family is allowed to use the elevator
iv. None Family: no more than two guests will be permitted per elevator. Please be patient.
Guest Room Disinfection
i. Guests will be assigned a room that has been thoroughly cleaned and disinfected.
ii. In Alma Mart, we have sanitizers and disinfectants on sale at a reasonable price.
Food and Beverage Service
i. There will be hand sanitizers available at the entrance or in the restaurants.
ii. We recommend sitting outside and not in a closed environment. Social distance regulations require that each table is 2 meters away from the other.
iii. Guests must sit at their own traveling parties and cannot join other families. There is limited Staff interaction to follow social distancing rules.
iv. F&B items for room service are served in takeaway/disposable containers and served by the resort staff to the door of each unit. Staff is not allowed to enter the room in abidance of social distancing rules.
v. Salt and pepper and other condiment holders will be sanitized after each shift.
vi. We welcome all visitors, who show a Green/Yellow Covid Pass and also the necessary paperwork proving negativity for SAR-CoV-2 valid within 72 hours of your visit.
Spa and Gym operation
i. Disinfectant and Hand sanitizers are located at the reception of the Spa and the Gym center.
ii. Staff is instructed to sanitize all equipment regularly.
Kids and Active Youth Club
i. Before entering these areas, all guests must sanitize their hands.
ii. The staff are required to constantly clean and sanitize the equipment and surfaces used by guests.
Water Park, Mini Golf, and other recreation activities
i. To follow social distancing rules please follow staff guidance on guest numbers.
ii. Equipment, tools, and instruments are cleaned and disinfected according to the instructions of health authorities.
Meeting rooms & Convention center
i. Fully compliant with 5k regulations including “Covid Stations’, positioned at all entrance points, to check the temperature and offer sanitization to guests.
ii. All attendees must satisfy all of the SAR-CoV-2 criteria (listed above).
iii. Event seating will be set out as per 5k regulations and rules regarding capacity will be strictly adhered to. Due to these guidelines, we request that all attendee names and numbers be confirmed a minimum of 24 hours before the event.
Pool Operation
i. In order to allow social distancing, the resort has arranged sunbeds and umbrellas in small groups to be used by the same families.
ii. Pool seating will be arranged to ensure at least 2 meters distance between guests who are not traveling together.
Alma mart
i. The number of people will be limited to 30 people at any one time and guests must follow the instructions of the staff to ensure appropriate distance.
Guests and staff should queue in clearly marked areas to ensure appropriate physical distancing. This includes check-in, check-out, elevator lobbies, food outlets, Spa, and entertainment areas.
4. CLEANING PRODUCTS AND PROTOCOLS
Alma is using cleaning products and protocols from reputable international providers and follows very strict international cleaning and disinfecting standards that all our staff has been trained on. We are working with our vendors, distribution partners, and suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE. Housekeeping and Stewarding will be the primary departments responsible for all cleaning and disinfecting in their respective areas. Other departments will offer additional support where appropriate for guest and employee safety. During these difficult times, the entire resort team is responsible for cleanliness and hygiene, not only the housekeeping department.
Public Spaces and Communal Areas. The frequency of cleaning and disinfecting has been increased in all public spaces with an emphasis on frequent-contact surfaces including, but not limited to, front desk check-in counters, bell desks, elevators, and elevator buttons, door handles, public bathrooms, room locks, equipment in the youth and kids club, gym equipment, dining surfaces, and seating areas.
Guest Rooms. Industry-leading cleaning and disinfecting protocols are used to clean guest rooms, with particular attention paid to high-touch items including the television remote controls, toilet seats, and handles, door and furniture handles, water faucet handles, bedside tables, telephones, in-room control panels, light switches, temperature control panels, flooring, kitchen utensils, cloth hangers…
Laundry. All bed linen and laundry will continue to be washed at a high temperature. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry.
Back of the House. The frequency of cleaning and disinfecting will also increase in high traffic back of house areas with an emphasis on the employee dining room, employee entrances, uniform rooms, employee restrooms, loading docks, offices, kitchens, and training rooms.
Shared Equipment. Shared tools and equipment will be disinfected before, during, and after each shift or anytime the equipment are transferred to a new employee. This includes phones, radios, computers, and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, wrist bands, time clocks, and all other direct contact items used throughout the resort.
Room Recovery Protocol. In the event of a case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced disinfection protocol performed by a licensed third-party expert.
Air Filter and HVAC Cleaning. The frequency of air filter replacement and HVAC system cleaning has been increased and fresh air exchange will be maximized.