Welcoming back our guests and colleagues

Welcoming back our guests and colleagues

Welcoming back our guests and colleagues

Our Health and Safety Commitment

Our Service Commitment

William Mackay Executive Vice-President, Operations Middle East, Europe, India and Americas

These are minimum standards comply with local regulations Highest standards apply Deliver our brand promise Safety assurance while creating special moments through our service

Dynamic Approach Together we will stay agile and learn along the way

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Enhancing our Health and Safety Protocols

Heart of House: Colleague Journey Application

CHART TITLE

PERSONAL HEALTH

MANNING & OPERATIONS

HEALTH AND SAFETY MEASURES PERSONAL HEALTH MEASURES

SCHEDULING TRANSPORT CLOCK-IN

DRESS UP

TRAINING

UNIFORMS LOCKER/CHANGING ROOMS PERSONAL PROTECTIVE EQUIPMENT (PPE)

COVID-19 TRAINING HEALTH AND SAFETY TRAININGS HYGIENE TRAININGS

HEART OF HOUSE

DINING

PUBLIC AREAS RECEIVING AREAS

DINING ROOM KITCHEN STEWARDING

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Manning and Operations

Scheduling, Transport, Clock-In

Before boarding transportation vehicles, all colleagues wear protective masks and use provided hand sanitiser. Driver of vehicles will wear protective masks and disposable gloves while on duty.

Seating capacity of vehicles is adjusted to allow for effective social distancing of 1.5 meters or based on local regulations. Safe distance markings placed at bus queueing areas at hotels and inside vehicles.

Transportation vehicles are thoroughly sanitized and disinfected before and after each use including full interior of vehicles, all door handles, seats, and high-touch surfaces such as hand-rails, steering wheels, mirrors.

Staggered shift arrivals to manage crowds and maintain safe distancing regulations.

For additional care, safety amenities

including hand sanitising gels available at all entry/exit

Split-team arrangements to avoid cross contamination.

touchpoints of the hotel premises and in the vehicles.

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Manning and Operations

Scheduling, Transport, Clock-In

Temperature of all colleagues checked at

All colleagues will wear masks when entering hotel premises. Masks replaced every 4 hours or when contaminated.

Footwear treatment mat will be provided to sanitize footwear where possible.

Colleagues must remove their own personal protective equipment when entering the building and then change into new PPE provided by hotel.

colleague entrances prior to entering hotel premises. Logs are kept for 14 days. If temperature is above 37.5 degrees Celsius, colleagues required to fill out health declaration forms and advised to stay

home and/or offered medical assistance.

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Dress Up

Uniforms, Locker Rooms, Personal Protective Equipment

All uniforms cleaned and sanitised using the same high standards for guest linen and laundry. Increased temperatures and use of chemical disinfectants in laundry washing process. High-steam/Heat press sanitisation of all uniforms when handled on property

Contactless sanitisers provided in the locker/changing rooms and at convenient locations in the heart of house.

Safety distancing markers in place when queuing for uniform collection and deposit. Capacity limitations implemented in use of locker/changing rooms to practice safe distancing per local regulations.

All colleagues provided with relevant personal protective equipment including:

Colleagues follow stringent protocols around regular change of masks and gloves: Gloves changed when contaminated or every 2 hours. Food handlers change gloves every 30 minutes or when changing tasks in the kitchen. Masks replaced when contaminated or every 4 hours.

Surgical masks Protective gloves Protective goggles Shoe covers Protective gowns Disposable aprons

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Colleague Dining

Colleague Dining Room, Buffets

Food and beverage items are always covered.

The frequency of cleaning and sanitizing must be increased to every 30 minutes with an emphasis on frequent contact surfaces including fridge doors, cupboard handles, knobs, sneeze guard covers.

All colleagues wash/sanitise hands before entering dining rooms. Contactless sanitisers provide d in the dining rooms and at convenient locations in the heart of house. All colleagues wear masks when attending buffet stations.

Staggered meal timings and extended dining hours to manage crowd flows and practice safe distancing per local regulations.

Furniture in the dining room rearranged to

maintain safe distance of at least 1.5 meters or based on local regulations. Queue management at buffets to maintain safe distance. One way flow allowed only.

Additional hygiene precautions including enhanced sneeze guards near food serving counters should be implemented where possible. Food displayed in single portions , where applicable. Flatware provided wrapped / in a roll-up. Condiments including salt and pepper, sugar and other sauces served in individual packages .

Seating capacity reduced per local regulations.

Tables cleaned and sanitised after each use.

Group size limitations applied per table based on local regulations.

All shared equipment / surfaces including utensils, crockery, serving trays and table tops sanitised before and after each use.

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Heart of House

Public Areas

Contactless sanitation stations installed outside all service elevators on every floor, colleague entrances, washrooms and locker/changing rooms, dining rooms, in each functional department and at convenient locations in the heart of house. Dedicated face mask disposal bins provided at convenient locations in the heart of house.

Enhanced cleaning and disinfection of all heart of house areas included: high-frequent and high- touch areas, locker rooms, dining room, training rooms, washrooms, shared workspaces, offices, elevator lifts, prayer rooms, resting rooms, recreational areas and colleague housing.

High-touch areas including elevator buttons, sign in

Colleagues to practice safe physical distancing by maintaining 1.5 meters or based on local regulations . Safe distancing protocols and markings installed in all high-traffic areas. Maximum capacity of four persons or based on local regulations per service elevator will be maintained.

The layout of seating and work areas rearranged to ensure that colleagues are appropriately distancing including locker/changing rooms, colleague dining room, work desk/stations, training rooms,

stations, door handles, handrails, sink faucets ,

shared equipment cleaned every two hours during peak periods. Offices disinfected with EPA-listed disinfectants or equivalent.

recreation rooms, resting rooms, and prayer rooms.

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Heart of House

Receiving Areas

Colleagues to wear masks and fresh

Temperature checks at entrance and hand sanitation stations available in all receiving areas.

Vendors provided with health and safety requirements before delivering goods, including necessary personal protective equipment requirements including gloves and masks.

All supplies to be sanitised using approved sanitisation materials before storage.

Receiving areas sanitised every 4-6 hours or after key shipment deliveries.

gloves prior to receipt of every shipment.

All packaging disinfected before storage.

All packaging discarded following proper waste management procedures.

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Training

COVID-19, Health and Safety, Hygiene Training

All colleagues trained on COVID-19 safety and sanitation protocols . HQ comprehensive training and certification programmes for our teams with frequent guest contact including Housekeeping, Food & Beverage, Public Area Department, Hotel Operations and Security.

All colleagues trained on use and disposal of personal protective equipment , personal health and hygiene, and enhanced sanitisation and disinfection standards

All hotel food handlers retrained on food safety policies prior to hotel reopening and on going. All club and amenity center colleagues retrained on SFS guidelines and new food and beverage safety standards.

Housekeeping attendants, service leaders, casual workers and part timers trained and certified on the compliance standards training co-developed with Diversey.

at work and for personal safety outside of work.

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Personal Health

Health, Safety and Hygiene Measures

All colleagues wash hands, or use sanitiser when hand washing is not available, every 30 minutes (for 20-seconds ) and after tasks outlined in operational guidelines.

All colleagues to fill out mandatory health and

The use of shared food and beverage equipment in heart of house pantries (e.g. shared coffee cups) should be discontinued or reduced to a minimum. Colleagues advised to bring their own reusable cups or mugs to use.

Shared tools and equipment that are transferred between colleagues and /or guests sanitised after each use and/or prior to handing over to guests or passing to other colleagues.

travel declaration forms when hotel reopens .

Guidelines for colleagues in

Hand sanitation stations/sanitising

quarantine ; self- monitoring health forms in place.

dispensers available at all high-traffic, and at other convenient locations in heart of house.

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Enhancing our Health and Safety Protocols

Front of House: Guest Journey Application

ARRIVAL

THE STAY

EVENTS

LEISURE & WELLNESS

FOOD & BEVERAGE

DEPARTURE

RESTAURANTS BARS KITCHENS STEWARDING

BELL SERVICE PUBLIC AREAS CHECK-OUT PORTE-COCHÈRE AIRPORT DROP-OFF

EVENT SPACES CATERING

HEALTH CLUBS SPAS KIDS CLUBS POOL LOCKERS

GUEST ROOMS CONCIERGE SERVICE IN-ROOM DINING LAUNDRY

AIRPORT PICK-UP PORTE-COCHÈRE CHECK-IN

BELL SERVICE PUBLIC AREAS

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Arrival | Departure Experience

Airport Pick-Up and Drop-Off

Reservation confirmation

Luggage sanitization is offered to guest upon pick up at the airport.

Our colleagues at the airport and driving house cars will wear masks that are replaced frequently or upon contamination.

Digital magazines and newspapers accessible through mobile phone will be available inside the vehicle by scanning QR code.

For additional comfort, safety

House cars are thoroughly sanitized before and after each use including full Interior of vehicle and all door handles

messages and pages include overview of health and safety commitment. Pre-arrival email will be sent, providing information on local regulations along with global health and safety commitment.

amenities including sanitising gels and masks will be provided in the car.

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Arrival | Departure Experience

Porte-Cochère

Although maintaining safe distancing will not allow us to shake hands with our valued guests, we will continue to show our genuine care and guest centric hospitality through thoughtful gestures, eye contact and a friendly smile behind the mask.

Disinfectant floor mats available at all entrances to clean and sanitise footwear. Upon arriving to the hotel, full sanitization of luggage will be offered.

Temperature checks at all entry points for all guests prior to entering the hotel premises and facilities unless directed otherwise by local government.

For guest with confirmed temperature of above 37.5 degrees Celsius, they will not be granted entry into the building and will be advised to visit near by medical clinic/hospital. For guests with a room reservation and confirmed high temperature, they will be escorted to a safe isolation room in the hotel where medical consultation is provided.

Guests encouraged to use revolving doors , where available. We will escort guests to the front desk while maintaining safe distance.

All equipment, doors, and high- touch areas disinfected every 30 minutes during peak hours.

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Arrival | Departure Experience

Check-In and Check-Out (1)

Guests will be encouraged to

Digital health and travel declaration forms provided to

Safe distancing markers on floors and queue ropes implemented to observe safe distancing measures of 1.5 meters or based on local regulations.

For additional care, safety amenities including hand sanitising gels available at reception and at other convenient locations in the hotel.

Turndown will be made optional to avoid colleagues entering rooms during guest stay. Service may be offered to Suite, VIP guests provided no

check-in and express check-out using our Shangri-La Mobile App.

all guests to fill based on local health and

government regulations.

guest is present during servicing.

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Arrival | Departure Experience

Check-In and Check-Out (2)

Clear acrylic protective screens is encouraged to be placed at front desk for extra hygiene safety precautions.

Our colleagues at the reception and guest services desk will wear masks and respect safe distancing. Masks and gloves will be worn during cleaning and replaced frequently or upon contamination.

For additional safety, guests will not be escorted to the room and in room registration will not be offered. Hotels may offer guests information about facilities and unique room features through digital environments including television screens, tablets and through mobile phones using QR code.

If guest use mobile check-in through our Shangri-La app, sanitized room key will be swiftly handed to guest at front desk. For hygiene reasons, cashless payments should be encouraged.

After guest checks into room, colleagues will p rovide courtesy call to offer further assistance

over the phone and ensure stay is most enjoyable.

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Arrival | Departure Experience

Bell Service

When delivering luggage, bellmen enter the room, if unoccupied, and place the luggage.

If room is occupied, bellmen offer guest the option to place the luggage in the room or allow for self retrieval. In both instances, bellmen observe safe distance of 1.5 meters or based on local regulations.

All bellmen will wear masks that are replaced frequently or upon contamination.

Upon request for check- out, if luggage assistance is required bellmen offer the guest a choice for the luggage to be collected in their presence or after they have left the room. If luggage is collected while the guest is still in the room, bellmen observe safe distance of 1.5 meters or based on local regulations.

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Arrival | Departure Experience

Public Areas

Safe physical distancing of at least 1.5 meters or based on local regulations is maintained throughout the hotel. Queue ropes are provided in all high-traffic areas with appropriate signage to encourage safe distancing. Furniture in all public areas rearranged to maintain safe distance.

Increased frequency of cleaning and sanitisation of all air handling units and fan coil units. Increased frequency of routine inspections of the fresh air/exhaust systems.

For additional care, safety amenities including hand sanitising gels available at

Increased frequency (every 30 minutes) of cleaning of all public areas and high touch surfaces – including

Maximum capacity restrictions based on local regulations implemented at key areas including elevator lifts, business centers and lounge spaces.

convenient locations throughout the hotel,

shared areas, check-in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms.

including outside elevators, dining, leisure and wellness facilities. All public washroom facilities are equipped with anti-bacterial soap.

Fresh air supply intake maximised where applicable.

UV disinfection of air treatment implemented where possible.

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The Stay Experience

Guestrooms (1)

All room attendants will wear personal protective equipment including masks and gloves that are replaced frequently or upon contamination. No guest room servicing provided when guest is in the room.

. All glassware and utensils sanitised using high- temperature wash and refreshed for each room after guest departure. All single use items in the room replaced and refreshed whether used or not after guest departure . Reduced guestroom setup with limited cutlery, utensils and collaterals

EPA-listed disinfectant or equivalent used for sanitisation. Thorough sanitization is conducted with attention to high-touch items including all fixtures and fittings, door handles, light buttons, remote control and wardrobe hangers. One set of cleaning cloths used per room . No mixing of used and fresh cleaning cloths.

All linen is freshly laundered and only changed upon guest request during stay. Soiled linen from suspected or confirmed infected rooms to be in sealed bags.

From departure rooms all linen, towels, bath robes are removed and replaced regardless if used by guest.

Linen undergoes sanitising and

Room attendants disinfect all cleaning tools.

disinfection using high temperature washing process.

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The Stay Experience

Guestrooms (2)

Use

Contactless pick-up of guest laundry/shoes and delivery of all guest request items. Delivery placed conveniently outside of guestroom doors. Colleagues ring doorbell and step away to maintain safe physical distancing while guest retrieves items. . .

Guarantee room cleanliness and readiness through rigorous inspection process.

Increased frequency of cleaning and sanitisation of all air handling units and fan coil units.

Minibars sanitised after guest departure.

All guest laundry items delivered in individual single use packaging per existing standards .

Quantity stock of each item will be minimized and replenished when needed.

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The Stay Experience

In-Room Dining

Contactless delivery and pick-up of of in-room dining trays and trolleys . Colleagues ring doorbell and step away to maintain safe physical distancing while guest retrieves items. If guests request private dining trays/trolleys to be setup, colleagues entering the room maintain safe distance of at least 1.5 meters or based on local regulations.

All food and beverage items and glassware are covered/wrapped at all times.

Printed materials and removed from the room.

All bespoke guest amenities and food platters are covered at all times. Guest amenities if delivered after the guest has checked in to the room follow contactless delivery

All trolleys, trays and hot boxes are thoroughly sanitized before and after every use.

Digital versions of the menus offered through television screens, tablets and through mobile phones using QR code.

Condiments are individually packaged.

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OR single-use paper menus offered in the rooms.

protocols or to maintain social distancing.

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Food and Beverage Experience

Restaurants and Bars

Use of recognized disinfectants for facilities and equipment and food safe sanitisers for food surfaces; all with increased frequency schedule. Sanitisation of tables, surfaces and chairs with approved disinfectant solutions after each guest departure. Desks, service stations, carts, handrails, POS sanitised every hour.

Furniture in all restaurants and bars rearranged to maintain safe distance of at least 1.5 meters or based on local regulations.. One way flow is restaurant should be implemented where possible.

Restaurant and bar seating capacity reduced per local regulations.

For additional care, safety amenities including hand sanitising gels available at restaurant and bar entry points. If not already done at hotel entrance, guest temperature checks will be done at restaurant entrance unless directed otherwise by local government.

All food and beverage colleagues will wear masks and where relevant gloves ( food handlers) that are replaced frequently or upon contamination.

Group size limitations applied per table, 4pax maximum or based on local regulations Bar counter seats and “standing only tables” will maintain safe distance with markers on the floors.

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Food and Beverage Experience

Restaurants and Bars

Table service and set-up modified to accommodate individual portions . Tables setup with minimal settings. Service spoons/service chopsticks must be offered for all family-style shared dishes- where sharable items can not be removed from menu. Shared bar snacks and food offerings to be discontinued and replaced by single portio n.

Digital versions of the menus offered to guests through tablets and mobile phones using QR code. Standard printed menus and digital tablets disinfected after each use.

Linen undergoes sanitising and disinfection using high temperature washing process Napkin service suspended (no placing in guest’s lap or folding napkins when guests leave the table to visit buffet stations). Use of high-quality paper napkins and paper coasters at bars and lounges.

. All served dishes, glassware to be always covered.

Flatware offered as roll up or cutleries set on tables by staff wearing gloves.

Chopsticks to be wrapped or mono-use chopsticks offered.

All condiments to be served in individual container and/or individually wrapped – including sauces, spices, sugar, butter & milk.

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Food and Beverage Experience

Restaurants and Bars

All reusable guest contact items sanitised after every use – bill folders, pens and all other reusable guest items.

Longer intervals between seating time s implemented to allow thorough cleaning and sanitization of guest contact surfaces including tables and chairs.

Additional hygiene precautions including enhanced sneeze guards near buffets should be implemented where possible. Where possible all stations attended to by a colleague. Queue management at buffets to maintain safe distance.

Cashless payment options provided in all our hotels and cash may not be be accepted based on local regulations.

Guests are encouraged to wear masks and use sanitiser before proceeding to buffet stations .

Beverage and coffee stations are attended to by colleagues and drinks served to guests.

High chairs are sanitised in front of the guests.

Placemats, candle holders, S&P shakers, flower vases, pens, bill folds and payment machines must be sanitized after each use.

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Food and Beverage Experience

Event Spaces and Catering

Event rooms compliant with 1.5 meter distancing guidelin e or with local regulations. Floorplans adjusted with new seating capacities. One way flow is implemented where possible.

Cleaning frequency will be increased with focus on chairs, tables, door handle, switches, podiums and control buttons. Service trolleys, trays, mobile bars, food stations will be sanitized after each use. Service trolleys, trays, mobile bars, food stations sanitised after each use.

If not already done at hotel entrance, g uest temperature checks will be done on events floor. If temperature is above 37.5 degrees Celsius , guests required to fill out health declaration forms and advised to stay home and/or offered medical assistance.

Visuals to keep safe distance and queue ropes placed in areas such as registration desks, cloak rooms and buffet stations. Additional signage placed on cocktails tables with distancing guidelines ( 4pax per

For additional care, safety amenities including hand sanitising gels available at entry points and other convenient locations in the events space.

All colleagues will wear masks and where relevant gloves (food handlers) that are replaced frequently or upon contamination.

table or based on local regulation)

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Food and Beverage Experience

Event Spaces and Catering

Menus revised to remove shared food items and finger food items. Boxed or plated meals avoiding buffets, when possible. Canapés served individually portioned in containers .

Layout of Food and beverage stations should be set up to allow guests to keep safe distancing. Where possible all stations to be attended to by a colleague. Additional hygiene precautions including enhanced sneeze guards near buffets should be implemented where possible.

Beverage and coffee stations are attended to by colleague s and drinks served to guests. Bento box and individually packed lunches with eco- friendly disposable cutlery promoted. Individually served bread and butter for plated events.

All mints, snacks and coffee break items individually packed and portioned.

Glassware is always covered with sani-caps.

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Food and Beverage Experience

Event Spaces and Catering

Use of high- quality paper napkins.

Flatware offered as roll up or cutleries set on tables by staff wearing gloves. Cloches used to cover all food when in transit from kitchen to event room.

Note-pads and pens removed from table setups and made available on side credenza. All pens collected and sanitised after every event.

All AV equipment sanitised after every use , with microphones in particular sanitised between uses.

All guest contact equipment such as dispenser vessels, serving utensils and counter tops frequently sanitised.

Use of linen napkins limited where possible to dinners, weddings, galas and VIP events.

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Food and Beverage Experience

Kitchen, Stewarding and Supplies

Shangri-La Food Safety Management System practiced by all hotels.

Shangri-La Supplier Assurance Program

Food prep stations sanitised as used.

All waste to be handled using PPE including masks and gloves. All disposable PPE must be worn and disposed of after coming in contact with any waste products.

All dishwasher temperatures checked and recorded at least twice per day. Washing 55/65°C Final rinse 82/ 86°C Exit Temperature 71°C

ensures suppliers adhere to stringent food safety practices and traceability. All audit reports must be shared and discussed during the monthly SFS

All equipment sanitised after every use including trays, stands, knives etc. All food items covered during transportation and in colour coded crates to avoid cross contamination

Hotels are HAACP and/or ISO certified.

Food Safety Hygiene role deployed at each hotel.

meetings with the property's senior management team

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Leisure and Wellness Experiences

Health and Sports Clubs, Spas and Pool Facilities

EPA-listed disinfectants used for sanitisation.

All colleagues will wear masks. Constant washing/sanitisation of hands reinforced. Locker room attendants wear light PPE – including masks and gloves before carrying out cleaning or daily duties.

For additional care, hand sanitising gels available at reception, inside each

Guests must sign a health declaration form and contact information will be collected per local regulations.

Guests are requested to arrive earlier (20min) to shower with soap and water before any spa service. Shared grooming and bath amenities replaced with individual packaging or made available on request.

Thorough sanitisation is conducted with attention to high-touch items including all fixtures and fittings, door handles, light buttons, remote controls, menus, locker keys and surfaces.

treatment room and at towel and water stations.

Guests must wear a facemask before entering the spa facilities. Masks are available at the spa and health club receptions.

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Leisure and Wellness Experiences

Health and Sports Clubs, Spas and Pool Facilities

The chlorine levels in the pool facilities

All gym equipment, including bands, mats, digital touch screens disinfected after each use.

The saunas, steam rooms, cold plunge pools and whirlpools

Increased cleaning frequency of all guest contact areas such as seating areas, check-in desks, lockers, change rooms, shower stalls handles and railings.

Disinfecting wipes available near gym equipment and towel and water stations.

maintained at higher levels.

may be closed based on local regulations.

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Leisure and Wellness Experiences

Health and Sports Clubs, Spas and Pool Facilities

In seating areas, distance of at least 1.5 meters or as per local safe distancing regulations is maintained. Safe distancing and capacity restrictions in locker rooms based on local regulations. Increased spacing or alternate exercise equipment and machines in use to practice safe distancing at gyms.

Products such as tweezers, scissors, clippers, bowls,

Reusable rubber spa slippers disinfected with EPA-listed disinfectants or alternative approved product after each use.

Guest chair, massage table, face cradle and surfaces including countertops, cleaned and disinfected with EPA-listed or alternative approved products.

Used linen to be collected wearing gloves and masks to prevent cross contamination.

spatulas and all other necessary equipment is cleaned and sanitised before and after treatments .

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Leisure and Wellness Experiences

Health and Sports Clubs, Spas and Pool Facilities

Upon arrival, towels will be provided to guest and it is suggested that self serve towel stands will be eliminated where practical. Guests will be encouraged in advanced to change into gym wear in guest room to avoid overcrowding of changerooms.

Digital contactless menus and payments options offered. No printed reading material made available in lounges.

Shangri- La’s in room workout channel will be

Two separate towels used to wipe excess oil off hands and feet. All amenities offered in changeroom such as brushes, lotions,

All computers, POS equipment and telephones disinfected every hour

No open display of food and beverages .

promoted on television and outdoor local wellness programs including scenic jogging trails.

All food amenities will be indidvually wrapped portions. Blankets/towels to be replaced after each use.

q-tips will be individually packaged.

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Leisure and Wellness Experiences

Kids Clubs and Experiences

For additional care, safety amenities including hand sanitising gels and face masks (for kids and adults) available at reception and other convenient locations in the kids club. Temperature checks conducted on arrival for all guests.

Guests registered upon arrival.

Capacities reduced based on local regulations to ensure safe

All colleagues will wear masks and gloves ( when cleaning) that are

All equipment cleaned and disinfected daily. Premises closed temporarily once a day for deep- cleaning .

Contact information collected per local regulations.

distancing measures.

replaced frequently or upon contamination.

Constant washing/sanitisation of hands reinforced .

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Welcoming back our guests and colleagues

Our Health and Safety Commitment