COVID-19 PROTOCOL

Taking into account the instructions issued by the Greek Ministry of Tourism for the implementation of new health protocols in tourist accommodation of Greece, in view of their reopening and in the context of the new reality created by the COVID-19 pandemic, we proceed to the preparation of a Protocol.
The Protocol includes the development of an integrated Action Plan and the development of a Suspect Case Management Plan within the Group's accommodation.
The main focus of this Action Plan is to prevent the occurrence of suspected COVID-19 cases and manage them effectively to eliminate the spread to our staff and guests, in accordance with the current guidelines of the National Public Health Organization (EODY). The Action Plan complies with the recommendations of EODY and will be revised and updated according to developments.
Our highest priority is to protect its staff and guests, and at the same time, guide and educate its staff on implementing the necessary measures in order to prevent and protect against COVID-19 infection.
These include:

Personal hygiene measures & Personal Protective Equipment

Our management takes measures to implement correct personal hygiene practices (both by employees and third parties) in the workplace and oversees their ongoing implementation. Specifically:

• Informs and encourages staff and third parties to comply with correct personal and respiratory hygiene practices (washing - hand cleaning, nose and mouth covering with a tissue when coughing or sneezing, etc.).
• Provides suitable facilities, such as sinks for hand-washing and all the required products or means, such as antiseptic solutions (in the form of liquid, foam, gel, soaked wipes) and materials for drying hands (disposable towels) to all employees, and installs appropriate antiseptic equipment in entrances/exits, as well as in the common areas of the hotel emphasizing the spaces where the employees come in contact with the general public.
• Provides the staff with the appropriate Personal Protective Equipment (PPE) (masks, face shield, gloves, safety net, etc.), in accordance with the specific instructions and directions highlighted by the EODY, the National Committee for Public Health Protection and decisions of officially qualified bodies.
• Supervises the stock’s adequacy in PPE.
• Trains the staff for the safe use of PPE, based on the EODY instructions and supervises their correct use.
• Supervises all third parties arrivals (eg customers, partners, distributors, etc.) in the premise of the hotel and instructs them to avoid overcrowding, to ensure compliance with the required distances and of course, to use PPE.
• Designs a program of gradual, rotating arrival and respectively departure of employees, to avoid overcrowding and to ensure compliance with the required distances.
• Constantly informing the staff in every appropriate way, such as oral information, posting of announcements or information/reminder signs for personal hygiene and preventive measures in all areas, online, etc.
• Educates on the actions required by the employees, in case of suspected cases, such as the immediate notification of the health manager and the management, for the prevention of the spread of Covid-19 and the programmed isolation of the suspected case.
• Educates and trains the staff regarding the special instructions for cleaning, in case of an outbreak. Specifically: a) the person remains in her/his room with the door closed, b) she/he is immediately given a surgical protective mask and tissues, c) if there is an attendant who wishes to stay close to her/him, a surgical mask is given, accompanied by a recommendation to wash her/his hands meticulously after any contact with the suspected case and avoid touching the face, d) the entry of staff members into the room is prohibited and only one staff-member deal with the guest's requests, e) the used personal protective equipment is disposed of in a closed bucket f) after disposing of the protective equipment, thorough hand washing follows.

Accommodation Archive and Event Book

• For public health protection, the hotel management keeps a record of staff members and all persons staying at the hotel (name, nationality, date of arrival and departure, contact details such as the address, telephone, e-mail) in order to communicate with close contacts of the COVID-19 case, which may be identified a posteriori.
• The management guarantees safety and confidentiality regarding the General Regulation on Personal Data Protection (GDPR) and all visitors and staff are informed on the record the hotel keeps for the public health protection.
• The management also keeps an updated record in the COVID-19 Event Book at the  reception.

Employees

Every member of our staff strictly adheres to the basic protective measures against Covid-19. Specifically, employees must apply good personal hygiene practices:

• Frequent washing of hands with soap and water for at least 40 seconds, definitely before and after contact with money or customer items, before meals, before and after work breaks, after visiting the toilet and carefully drying hands with disposable paper towels then disposing them in the trash. Alternatively, they may use alcohol-based antiseptics containing at least 60% ethyl alcohol or 70% isopropyl alcohol.
• Covering the nose and mouth during coughing or sneezing with a tissue / alternatively, if a tissue is not available, covering the mouth with the elbow crease.
• Disposal of tissues or other personal hygiene items or material used to disinfect work surfaces, in a closed waste bin.
• Avoiding handshakes and any close physical contact, keeping a distance of at least two meters from colleagues, customers or third parties throughout work stations, public areas and rest areas.
• Avoid touching the front of the mask.
• Avoid touching the face with hands.
• Informing a healthcare professional in case of illness or symptoms compatible with Covid-19 infection or contact with a possible or confirmed case and removal from the workplace.
• Staying at home in case of illness and informing the health officer.
• Returning to work only if the laboratory test is negative and after 14 days of isolation when a close contact was made with a confirmed case of Covid-19.

Reception services

The staff follows all the necessary hygiene measures, keeps distances of at least 1.5 meters from guests and abides by the rules of hygiene.

• When requested, it is possible to:
•         ◦ inform guests about the accommodation policy and the measures taken to deal with any incidents
•         ◦ provide useful information for healthcare providers, public and private hospitals, COVID-19 reference hospitals and pharmacies in the area; and
•         ◦ provide Personal Protection Means if requested by the client.
• Special equipment (medical kit) in case of an incident, such as disposable gloves and masks, antiseptics, cleaning wipes, apron, long-sleeved robe, laser thermometer. The special kit is placed at the reception of the Eagles Palace and all program managers and staff are informed about its correct use.
• Staff can identify customer symptoms and report them immediately to the healthcare professional.
• Use of protective glass in front of the reception desk.
• There is antiseptic equipment for the guests’ use at the reception.
• There is regular disinfection of the reception surfaces.
• Appropriate placement of the reception desk is maintained to keep a safe distance.
• Floor signs are placed at a distance of two meters where the guest stands, and appropriate sigs on distances in the waiting area. The arrangement of the furniture is modified and the people who expect to be served are properly managed in order to reduce the waiting time and maintain safe distances.
• Crowding is avoided during check-in / check-out, and physical distance is monitored.
• We urge our guests to proceed in electronic payment of accommodation expenses, electronic sending of bills, invoices and receipts (acceptance of cash in exceptional cases).
• The key cards are disinfected – they are placed in a special container to be disinfected after use.
• Extended check-in and check-out time between stays. Check-out until 11:00 a.m. and check-in from 15:00 p.m. The time between each check-in and check-out ensures that the room is properly cleaned, thoroughly disinfected and adequately ventilated before the next guest settles.
• Non-guests are not allowed in the rooms.
• The car parking service is not available and guests are informed to park their vehicles in the nearest parking lot.

Floor & room services

• The cleaning staff uses a simple surgical mask, gloves and a disposable waterproof robe.
• After removing the PPE, it is necessary to thoroughly wash hands with soap and water and dispose of them in a closed bin.
• All surfaces, floors, chairs, knobs, etc., are cleaned and disinfected with disposable cloths or cleaning paper and mops with removable heads.
• Disposable equipment is treated as potentially contaminating material and disposed of in special bags.
• Use of 0.1% sodium hypochlorite after cleaning with a neutral detergent. For surfaces that are likely to be damaged by the use of sodium hypochlorite, it is necessary to use ethanol at a concentration of 70% after cleaning with a neutral detergent. We use biocidal certified liquids as an extra protection measure, for the safest work of the staff and the guests’ rooms. Our partner company is Diversey that has many years of experience in the field.
• When using disinfectants, the room is well ventilated.
• Avoiding splashing and spraying during cleaning and disinfection.
• For cleaning and disinfection in case of infected guest: 
• - all surfaces that may be contaminated and all objects that are visibly soiled/contaminated with body fluids are washed and disinfected in accordance with the above instructions,
• - cleaning staff use a simple surgical mask, gloves and a disposable waterproof robe,
• - during work, staff members do not touch their face with their hands, do not smoke, do not eat,
• - after removing the protective equipment, they make sure that it is properly disposed of and that their hands are thoroughly washed with soap and water.
• In all public areas, sanitation is frequent, especially in "high risk" items.
• Thorough cleaning and very good natural ventilation of the room is applied in between stays.
• The adequacy of PPE equipment of personnel (gloves, masks, robe, closed shoes, etc.) is checked regularly.
• Discreet monitoring takes place by Customer Management when a guest reports symptom.
• There is frequent cleaning of the room during the stay (avoiding contact of the cleaning staff with possibly infected guests to prevent further transmission).

For departures, 1 protocol applies:

• Thorough cleaning - disinfection of room and bathroom surfaces.
• The decorative objects are removed.
• Common reusable objects are removed. Notebooks, flyers etc. are removed from the rooms.
• A special disposable cover with zipper is placed on the TV and air conditioner controls after disinfection.
• Fabrics are cleaned with a steam device (at a temperature > 70 °).
• Daily natural ventilation, by opening doors and windows.
• Liquid antiseptics are placed in each room, for in-room use. There is a dispenser with antiseptic liquid for daily use in the room.

Common areas

The ccommon areas include lobby, seating areas, outdoor seating areas, where the following measures apply:

• Good ventilation of common areas.
• Installation of antiseptic solutions (fixed or non-fixed devices) for dry hand antiseptic.
• Signage to remind customers to keep a safe physical distance.
• Rearranging furniture to avoid overcrowding in common areas (4 people / 10 sq.m.).
• Removal of decorative objects and commonly used objects.
• Cleaning and disinfection of all surfaces.
• Air conditioning and ventilation.
• Avoiding air recirculation.
• Ensuring adequate ventilation of all areas with fresh air.

Environmental measures

Environmental measures to limit the spread of the virus include:

• Adequate ventilation of work stations and regular maintenance of ventilation - air conditioning systems. Natural ventilation of the premises and avoidance of crowding without sufficient air renewal.
• Regular cleaning with detergents or disinfectants all infrastructure and work surfaces, public areas such as break rooms - rest areas, changing rooms, toilets, baths, etc., work equipment and tools, and any appliances and items used.
• Disinfection according to the instructions of EODY, throughout areas where a suspected or a confirmed case of Covid-19 infection has been identified.
• Disposal and installation of covered waste bins, where disposable PPE, wipes or other product used to disinfect work surfaces, as well as personal hygiene items are disposed of immediately after use. Bins are located in various places and there will be special markings and information for their use.
• Frequent cleaning of work clothes are ensured and the usual means of personal protection are provided with safe storage spots for them.
• Strict adherence to proper use of PPE.

COVID-19 Suspected Case Management Plan

If a guest meets the COVID-19 case definition criteria, the following applies:

• The hotel's health manager will contact EODY as well as the Medical Health Center of Mykonos island who will assess the incident. If deemed necessary, a COVID-19 test is performed and if it comes out positive, EODY is immediately informed about the case and the instructions for dealing with it effectively are provided.
• It is recommended that the suspect case stays in the room with the door closed.
• To the guest-patient who shows symptoms of a respiratory infection (cough, sneezing, runny nose), a simple surgical mask and tissues are offered immediately.
• If there is a guest attendant who wishes to stay close to the guest and take care of her/him, the companion is given a simple surgical mask and is advised to wash hands, every time that comes in contact with the guests-patient's secretions and definitely before the attendant eats or drinks.
• Avoiding entering the patient's room unless there is a good reason. If necessary, a member of the hotel staff deals exclusively with the suspected case.
• Any used protective equipment should be disposed of in a disposable bin and should not be reused.
• Washing of protective equipment is always followed by hand washing.
• The Management makes sure that sufficient consumables for the prevention of infections are immediately accessible to the hotel staff, such as soap and water or alcoholic hand cleaning solution, tissues, disposable surgical masks, disposable gloves, thermometers, garbage bags, surface disinfectants.

If an employee meets the criteria for COVID-19 case definition, the following applies:

• The health manager of the hotel communicates directly with EODY to report the suspected case and receive instructions for dealing with it.
• The person that shows infection symptoms of the Covid-19 virus is required to remain in a specific area in the room with the door closed.
• A simple surgical mask and tissues are given immediately to a guest-patient who shows symptoms of a respiratory infection (cough, sneezing, runny nose).
• An investigation is being carried out for possible exposure of other employees or guests whereas they are kindly asked to follow the instructions of EODY.
• All surfaces are disinfected, with special emphasis on work stations and the equipment used by the suspected case.

Cleaning and Disinfection of a Guest-Patient Room

• Thorough cleaning of surfaces that were often touched by the patient, especially if the surfaces are soiled with biological fluids.
• The cleaning staff uses a simple surgical mask, gloves and a disposable waterproof robe.
• After removing the gloves, a good hand wash always follows.
• Fabric surfaces are cleaned with a steam device (at a temperature > 70 °).