SL Cares Assurance_Internal Audit_SLTO_Sept2021

SL Cares Assurance_Internal Audit_SLTO_Sept2021

Base Light Self-Audit-SLA Cares Assurance 5 Oct 2021

Complete

Score

79.73%

Failed items

30

Actions

0

Conducted on

5 Oct 2021 02:18 +04

Prepared by

Jason/Kristi

Hotel Code

SLTO

Private & Confidential

1/36

Failed Items

30 failed

Failed Items Rooms / Arrival & Departure

Guests will be encouraged to check-in and express check-out using our Shangri-La Mobile App.

No

GC members are not consistently advised upon check in that they have the option to swiftly check out through the mobile app if they prefer. Rooms / Arrival & Departure / Guestroom Setup

Reduce glassware and cutlery.

No

Glassware setup is in the room to match the in room minibar offerings

Photo 11

Rooms / Arrival & Departure / Guestroom Setup / Guestroom Cleaning

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

No

Rooms / Arrival & Departure / Guestroom Setup / Guestroom Cleaning / Public Area / Laundry

"Offer guest the option to place guest laundry/shoes and guest request items in the room or allow for self retrieval.

No

self retrieval option is not provided to guest. F&B / Kitchen

Hotels are HACCP and/or ISO certified.

No

HACCP certification not obtained, however in line with local regulations F&B / Kitchen

All food items covered during transportation.

No

when transporting food items on trolley some items observed without cover or sling wrap. Color coded bin lids should be used. F&B / Kitchen / Restaurant & Bars

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

No

not all food runners observed wearing gloves. Gloves should be changed every 30 minutes or when contaminated. F&B / Kitchen / Restaurant & Bars

All employee touch points are sanitised every hour, e.g. Desks, service stations, carts, point of sales.

No

Private & Confidential

2/36

Not consistently observed. Need sanitization records log F&B / Kitchen / Restaurant & Bars

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

No

Not consistently observed. Suggest to have separate tray/ bin of items that need to be sanitized and placed on trolley in cloak room during busy operations. F&B / Kitchen / Restaurant & Bars

Salt / pepper shakers on table are sanitised upon table turnover.

No

Not consistently observed. Perhaps have a designated tray for place all items which need to be sanitized on trolley in cloak room during busy operations. F&B / Kitchen / Restaurant & Bars

Ice machine scoops santised after every use. Machine handles and doors sanitised every hour.

No

Ice scoops are placed in sanitizer. Machines handles and doors not consistently observed being sanitized. Need records log. F&B / Kitchen / Restaurant & Bars / IRD

Contactless delivery and pick-up of in-room dining trays and trolleys. Colleagues ring doorbell and step away to maintain safe distancing while guest retrieves items, unless requested by guest. If guests request should maintain safe distance of at least 1.5 metres. Mask and gloves are required for both situations.

No

Gloves are not consistently worn when delivering food. F&B / Kitchen / Restaurant & Bars / IRD

All food and beverage items and cutleries are covered/wrapped at all times. Condiments are individually packaged or well covered.

No

Cutleries are placed into pockets however are not covered/wrapped completely

Photo 18

F&B / Kitchen / Restaurant & Bars / IRD

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

No

not consistently observed. Suggest to have ready to use labels/signage once sanitized.

Private & Confidential

3/36

F&B / Kitchen / Restaurant & Bars / IRD / Events

Sanitise high-touch areas every 2 hours, e.g. chairs, tables, door handles, switches, podiums, control buttons.

No

Not consistently observed. Need sanitization records log F&B / Kitchen / Restaurant & Bars / IRD / Events

All pens collected and sanitised after every event.

No

Not observed. Suggest to have designated sanitized ready to use bin for pens F&B / Kitchen / Restaurant & Bars / IRD / Events

All guest contact equipment sanitised every hour, e.g. such as counter tops.

No

Not consistently observed. Need sanitization records log. Wellness / Reception (Health Club/ Spa) / General Cleaning (Gym, Treatment Rooms and Locker Rooms) / Wet Area

Whirlpools deep cleaned and disinfected twice per week.

No

Only done once a quarter by external contractor. Records log is needed Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements Be ready with Split Team Structure in each department with detailed Guidelines.

No

List of colleagues names, positions and departments who are assigned split team A and Team B needs to be established and readily available to communicate internally Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements

Be ready with Work from Home Guidelines in each department

No

WFH guidelines/policy needs to be readily available to communicate internally if scenario arises Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets

Prepare capacity restriction guidelines with floor plan and seating arrangements based on social distancing guidelines from authority and prepare plan for staggered meal timing, queue management, people flow and santizing protocol.

No

Must display maximum capacity on the outside of the canteen

Photo 29

Private & Confidential

4/36

Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas

Dedicated face mask disposal bins provided at convenient locations in the heart of house.

No

No designated bins for PPE in heart of house areas. Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas

Colleagues to wear masks, fresh gloves and hair net prior to receipt of every shipment.

No

Hair net is not worn only head cap. Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas

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

No

Not consistently observed. Need sanitization records log. Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

Review and Update all Training materials including : - Use and disposal of personal protective equipment and sanitizing tools - Personal health and Hygiene Guidelines at work and outside of work - Departmental Sanitizing Standards and Procedures at different pandemic stages (certified / non-certified programs) - Basic knowledge of the Pandemic Disease - Operational Procedures during Pandemic Situation for Guest contact / Non- guest contact Colleagues

No

departmental training records required. Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

All colleagues trained on use and disposal of personal protective equipment, personal health and hygiene, and enhanced sanitisation standards at work and for personal safety outside of work.

No

training records required Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

All colleagues trained on COVID-19 safety and sanitisation protocols.

No

Currently 58% of colleagues completed SL Cares course on LMS.

Private & Confidential

5/36

Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

Comprehensive training and certification programmes for our teams with frequent guest contact including Housekeeping, Food & Beverage, Public Area Department, Hotel Operations and Security.

No

training records required Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

All Housekeeping colleagues, including casual workers and part timers are trained and certified on the compliance standards training co-developed with Diversey.

No

Records indicate this was completed in Oct 2020 for housekeeping, however training records of classroom training hosted by Diversey is required. Heart of House / Scheduling, Transportation, Clock-In / Split Team & Work from Home Arrangements / Uniforms, Locker Rooms, PPE / Colleague Dining Room, Buffets / Public Areas / Receiving Areas / Training

All hotel food handlers retrained on food safety policies prior to returning to work and ongoing.

No

training records required

Private & Confidential

6/36

Rooms

4 failed, 88.24%

Rooms-88.24%

Arrival & Departure

4 failed, 88.24%

Arrival & Depar-t8u8r.e24% All guest contact colleagues must wear PPE according to PPE guideline and change them base on shift requirement, wear & tear or contaminated. In limousine, key touchpoints – interiors (seats, handles, arm rests), exteriors ( door handles) are sanitised after each use.

Yes

Yes

As per the driver of the third party in charge yes, I asked if a record is maintained however the driver could not provide me with this. In limousine, safety amenities including sanitising gels and face masks are available upon request in the car. Yes The limousine driver acknowledged that face masks and sanitizer is available for guests within the vehicle however not able to observe this.

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

Yes

Temperature checks are being conducted at the point of check-in, host stand, spa and health club.

Photo 1

"Digital health and travel declaration forms provided to all guests to fill based on local health and government regulations.(Applicable only to locations when local government requires declaration form)"

Yes

Available through QR code and hard copies at reception

Photo 2

Photo 3

Photo 4

Hand sanitising gels available at reception and at other convenient locations in the hotel.

Yes

available throughout the reception and lobby areas

Private & Confidential

7/36

Photo 5

Photo 6

For additional safety, guests will not be escorted to the room and in room registration will not be offered. Guests to be escorted to lifts only. "Safe distancing markers on floors and queue ropes implemented to observe safe distancing measures of 1.5 metres or based on local regulations. (Applicable only to locations when local government require safe distancing)"

Yes

N/A

No floor markers required as per local regulation unless safe distancing can not be done.

Photo 7

Designated group arrival check-in and check-out areas to avoid crowd overflow. Will be prepared accordingly based on confirmation of any group arrivals Used guest key cards are sanitized.

N/A

Yes

All used keycards are sanitised after each shift by MOD or FDA

Photo 8

Guest use items (Wacom devices, pen, Tablet, iPad, EDC machines) and guest loan items (wheelchair, baby stroller, mobile charger, umbrellas) are sanitized frequently.

Yes

Small items such as pens are being sanitised after each use. Also small single use wipes are being provided to guests after each use

Photo 9

Guests will be encouraged to check-in and express check-out using our Shangri-La Mobile App.

No

Private & Confidential

8/36

GC members are not consistently advised upon check in that they have the option to swiftly check out through the mobile app if they prefer.

"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.

Yes

interactive iPad available within the room, only observations are that the guest directory needs to be updated based on Covid operations and Public health and safety information/measurements to be shared via physical or digital signage based on local government regulations. Public health and safety information/measurements to be shared via physical or digital signage based on local government regulations. " N/A The only requirement from the gov. is guests must wear face masks when entering the property and this is being communicated via the Shangri-La cares signage. However, based on observations we need to increase this signage within the lobby and public areas.

Photo 10

Upon arrival & departure, offer guest the option to place & collect luggage in the room or allow for self retrieval. Bellmen to observe safe distance of 1.5 metres or based on local regulations as appropriate while providing luggage assistance service.

Yes

Guestroom Setup

3 failed, 86.36%

Guestroom Se-t8u6p.36% Reduce glassware and cutlery.

No

Glassware setup is in the room to match the in room minibar offerings

Photo 11

Reduce tea (English Breakfast, Jasmine, Green Tea, Osmanthus, Chamomile (Non China) and Chrysanthemum (China) quantity. As per HK the number of teas have been reduced to 4pcs from original 6pcs Reduce instant coffee quantity.

Yes

Yes

Nespresso tea is available within the rooms in single use pods Guestroom Cleaning

2 failed, 89.47%

Guestroom Clea-n8in9g.47% Housekeeping colleagues wear PPE according to PPE guideline and change them base on shift requirement, wear & tear or contaminated.

Yes

Private & Confidential

9/36

Hairnet and gloves have been observed by all employes Base on group contract, use the appointed disinfectants to clean high touch points in guestrooms including all fixtures and fittings, door handles, light buttons, remote control. All diversy products are being used as per standard From departure rooms all linen, towels, bath robes are removed and replaced regardless if used by guest. Reduce quantity of glassware and cutlery. All glassware and utensils sanitised using high-temperature wash and refreshed for each room after guest departure. after guest checkout, all glassware is being washed as per standard Strictly follow procedures to avoid cross contamination, including collection of linen, glassware, trash and cleaning cloth.

Yes

No

Yes

Yes

Sanitize minibar after guest check out.

Yes

Minibar is being sanitised and a seal is being placed accordingly

Photo 12

Sanitize all guest loan items used by the guests.

Yes

All linen must be changed to freshly laundered upon guest request according to the "Environmental Policy". "Per HQ Rooms inspected room guideline, conduct the room inspection process by using internal developed inspection App (VI App) base on thresholds depend on hotel occupancy.(Applicable to implemented hotels) " Public Are-9a0% PA colleagues must wear PPE according to PPE guideline and change them base on shift requirement, wear & tear or contaminated. According to the defined frequency and peak hours defined by each hotel, clean & disinfect high touchpoints (elevator buttons, door handles etc.) regularly. Public Area Hand sanitizer available at convenient locations i.e. outside elevators, lobby etc.

Yes

Yes

1 failed, 90%

Yes

Yes

Yes

Private & Confidential

10/36

Photo 13

Photo 14

Laundry

1 failed, 85.71%

Laundr-y85.71% Laundry colleagues must wear PPE according to PPE guideline and change them base on shift requirement, wear & tear or contaminated. Gloves mask and hairnet Laundries must follow the washing program (per local hygiene bureau requirement) set by certified contract company [Diversey or Ecolab]. Wash temperature 70C for 25 minutes or higher as per local hygiene bureau requirements [China 75C for 30 mins]. Strictly implement the disinfection and washing procedure of linen, including guest laundry. (Per local hygiene bureau requirement) All trolleys and laundry trucks must be disinfected daily. Soiled trolley must be disinfected after each use.

Yes

Yes

Yes

Yes

need sanitization records Disinfect sorting table and tagging machine after each use.

Yes

"Offer guest the option to place guest laundry/shoes and guest request items in the room or allow for self retrieval. self retrieval option is not provided to guest. Colleagues ring doorbell and step away to maintain safe physical distancing while guest retrieves items."

No

Yes

Private & Confidential

11/36

F&B

13 failed, 63.89%

F&B-63.89%

Kitchen

13 failed, 63.89%

Kitchen-63.89% Shangri-La Food Safety Management System practiced by all hotels.

Yes

Hotels are HACCP and/or ISO certified.

No

HACCP certification not obtained, however in line with local regulations Food Safety Hygiene role deployed at each hotel. At the moment Exec Chef is in charge of Food safety Hygiene in lieu of Hygiene Mgr. Shangri-La Supplier Assurance Program ensures suppliers adhere to stringent food safety practices and traceability. Food prep stations sanitised as used. All equipment sanitised after every use including trays, stands, knives etc.

Yes

Yes

Yes

All food items covered during transportation.

No

when transporting food items on trolley some items observed without cover or sling wrap. Color coded bin lids should be used. All dishwasher temperatures checked and recorded at least twice per day. Yes

Photo 15

Photo 16

All waste handled using masks and gloves, which are replaced frequently or upon contamination.

Yes

Restaurant & Bars

11 failed, 60.71%

Restaurant & B-6a0rs.71% All food and beverage colleagues don masks and where relevant wear gloves (food handlers) that are replaced frequently or upon contamination.

No

not all food runners observed wearing gloves. Gloves should be changed every 30 minutes or when contaminated. Use of recognized disinfectants for facilities and equipment and food safe sanitisers for food surfaces. Yes D10 sanitizer is used to clean food and beverage surfaces however contact time is 5 minutes for this solution. Consider changing to Diversey D4.12 which has contact time of 30 seconds.

Private & Confidential

12/36

Photo 17

Sanitisation of tables, surfaces and chairs with approved disinfectant solutions after each table turnover.

Yes

D10 sanitizer is used to clean tables, however contact time is 5 minutes for this solution. Consider changing to Diversey D4.12 which has contact time of 30 seconds. All employee touch points are sanitised every hour, e.g. Desks, service stations, carts, point of sales. No

Not consistently observed. Need sanitization records log For additional care, hand sanitising gels to be available at restaurant and bar entry points. Temperature checks at all entry points for all guests prior to entering the hotel premises and facilit. As per local regulations this is not required Digital versions of the menus offered to guests through tablets and mobile phones using QR code. If not, single-use menu or sanitizable menu (e.g. laminated) should be offered. Service spoons/service chopsticks must be offered for all family-style shared dishes. Napkin is provided but its service is suspended (no placing in guest’s lap or folding napkins when guests leave the table to visit buffet stations). All reusable guest contact items sanitised after every use – bill folders, pens, printed menus and digital tablets, and all other reusable guest items.

Yes

N/A

Yes

Yes

Yes

No

Not consistently observed. Suggest to have separate tray/ bin of items that need to be sanitized and placed on trolley in cloak room during busy operations. Baby chairs are sanitised in front of the guests after each use. Yes

Salt / pepper shakers on table are sanitised upon table turnover.

No

Not consistently observed. Perhaps have a designated tray for place all items which need to be sanitized on trolley in cloak room during busy operations. Ice machine scoops santised after every use. Machine handles and doors sanitised every hour. No Ice scoops are placed in sanitizer. Machines handles and doors not consistently observed being sanitized. Need records log.

Avoid self-service Beverage and coffee stations, or all self-service guests' touch points to be cleaned/sanitized every 30 mins, e.g. coffee machine, buffet tongs, etc.

Yes

Private & Confidential

13/36

Cashless payment options provided in all our hotels.

Yes

IRD

6 failed, 57.14%

IRD-57.14% Digital versions of the menus offered through television screens, tablets and through mobile phones using QR code, OR single-use paper menus, OR laminated menu (sanitizable) offered in the rooms. Contactless delivery and pick-up of in-room dining trays and trolleys. Colleagues ring doorbell and step away to maintain safe distancing while guest retrieves items, unless requested by guest. If guests request should maintain safe distance of at least 1.5 metres. Mask and gloves are required for both situations. Gloves are not consistently worn when delivering food. All food and beverage items and cutleries are covered/wrapped at all times. Condiments are individually packaged or well covered.

Yes

No

No

Cutleries are placed into pockets however are not covered/wrapped completely

Photo 18

All bespoke guest amenities and food platters are covered at all times, except whole fruit platter. Guest amenities if delivered after the guest has checked in to the room follow contactless delivery protocols. (Only applicable when handled by F&B) All trolleys, trays and hot boxes are thoroughly sanitised before and after every use. not consistently observed. Suggest to have ready to use labels/signage once sanitized. Events Events-66.67% Avoid self-service food & beverage stations, or all self-service guests' touch points to be cleaned/sanitized every 30 mins, e.g. buffet tongs, coffee machine, etc.

Yes

No

3 failed, 66.67%

Yes

Sanitizer bottles observed on coffee station/beverage station table tops for guests to use as most F&B buffet tables are located inside meeting room and not accessible to colleagues during the event. For larger buffets, self serving is avoided and colleagues serve guests behind plexi glass. Sanitise high-touch areas every 2 hours, e.g. chairs, tables, door handles, switches, podiums, control buttons. No

Not consistently observed. Need sanitization records log Service trolleys, trays, mobile bars, food stations sanitised after every use. For additional care, hand sanitising gels available at entry points and other convenient locations in the events space.

Yes

Yes

Private & Confidential

14/36

Temperature checks at all entry points for all guests prior to entering the hotel unless directed otherwise by local government. Health declaration only if required by local regulation. (Only applicable to F&B if Event entrance is hotel entrance)

N/A

temperature checks are not required as per local regulation. health declaration and vaccine verification is checked in foyer upon entering event spaces.

All colleagues don masks. Wear gloves where relevant, i.e. when handling high-risk food and soiled linens, that are replaced frequently or upon contamination.

Yes

Cloches used to cover all food when in transit from kitchen to event room.

Yes

cloches or sling wrap is used All pens collected and sanitised after every event.

No

Not observed. Suggest to have designated sanitized ready to use bin for pens All AV equipment sanitised after every use, with microphones in particular sanitised between uses. EPIC AV company needs to be briefed All guest contact equipment sanitised every hour, e.g. such as counter tops.

Yes

No

Not consistently observed. Need sanitization records log.

Private & Confidential

15/36

Wellness

1 failed, 96.43%

Wellnes-s96.43%

1 failed, 96.43%

* Kids Club, Health Club, Spa & Pool Facilities – Closed for operation unless exceptional approval obtained from Regional EVP and HQ Wellness. The Base Standard addressed in this document is when Hotel under "Red" alert status operating Kids Club/ HC/ Spa/ Pool with approval.

Reception (Health Club/ Spa)

1 failed, 96.43%

Reception (Health Club/ Spa) -96.43% "Guest's temperature taken at the reception. (If not taken at entrance to hotel OR the spa/ health club can be directly accessed without passing through hotel's entrance, this step is necessary. Always follow local regulations.)" Taken only for residential guests "Guests sign a health declaration form and contact information will be collected per local regulations.(If not signed at entrance to hotel OR the spa/ health club can be directly accessed without passing through hotel's entrance, this step is necessary. Always follow local regulations.)" Guests are verbally asked the health declaration questions upon arrival Hand sanitising gels available at reception.

Yes

Yes

Yes

Photo 19

All colleagues don masks. Constant washing/sanitisation of hands reinforced.

Yes

Sanitisation frequency at receptions areas (menus, locker keys, surfaces) hourly. Sanitization record logs are needed Sanitisation frequency of electronic items (computer screens, keyboards, POS, telephones and other frequently used equipment) hourly.

Yes

Yes

Sanitization record logs are needed No printed reading material made available in lounges.

Yes

General Cleaning (Gym, Treatment Rooms and Locker Rooms)

1 failed, 95.24%

General Cleaning (Gym, Treatme t Rooms and Locker Rooms) -95.24% Increased spacing or alternate exercise equipment and machines in use to practice safe distancing at gyms. Always follow local regulations.

Yes

Private & Confidential

16/36

Photo 20

For general cleaning colleagues wear PPE – including masks and gloves.

Yes

Disinfecting wipes available near gym equipment, towel and water stations and inside each treatment room.

Yes

Photo 21

Hand sanitising gels available at gym room (towel & water stations) and inside each treatment room. All gym equipment, including bands, mats, digital touch screens disinfected after each use. Thorough sanitisation is conducted hourly with attention to high-touch items including all fixtures and fittings, door handles, light buttons, remote controls. Sanitization record logs are needed Showers in the locker rooms are cleaned a minimum of once every four hours.

Yes

Yes

Yes

Yes

Sanitization record logs are needed All shower drains are deep cleaned weekly.

Yes

Sanitization record logs are needed (overnight cleaners) The lockers are cleaned and disinfected daily.

Yes

Sanitization record logs are needed Reusable slippers disinfected with EPA-listed disinfectants or alternative approved product after each use.

Yes

single use slippers are used No open display of food and beverages.

Yes

self-service water bottle top up is present within the gym (need to check if this is ok)

Private & Confidential

17/36

Photo 22

Wet Area

1 failed, 90%

Wet Are-a90% Saunas deep cleaned and disinfected twice per week. Sanitization record logs are needed (overnight cleaners) Steam rooms deep cleaned and disinfected twice per week. Sanitization record logs are needed (overnight cleaners) Whirlpools deep cleaned and disinfected twice per week. Only done once a quarter by external contractor. Records log is needed Cold plunge pools deep cleaned and disinfected twice per week.

Yes

Yes

No

N/A

Pool & Beach Facilities

100%

Pool & Beach Faci-l1it0ie0s% Hand sanitising gels available at all guest service stations.

Yes

All drains are deep cleaned weekly.

Yes

Sanitization record logs are needed (overnight cleaners) All colleagues don masks. Constant washing/sanitisation of hands reinforced. Any equipment (eg. goggles, kickboards, etc) that is loaned is disinfected after each use. Suggest to have designated bin for clean and sanitized loaner items Water sport equipment (eg. kayaks, paddleboards, jetskis, etc) is cleaned and disinfected after each use. Treatment Roo-1m0s0% Products such as tweezers, scissors, clippers, bowls, spatulas, bottles, containers and all other necessary equipment is cleaned and sanitised before and after treatments. Guest chair, massage table, face cradle and surfaces including countertops, cleaned and disinfected after each treatment with EPA-listed or alternative approved products. Treatment Rooms

Yes

Yes

N/A

100%

Yes

Yes

Photo 23

Private & Confidential

18/36

Preparation Room/ Pantry

100%

Preparation Room/ P-1a0n0tr%y The preparation room is cleaned and disinfected daily.

Yes

Private & Confidential

19/36

Family Experience Family Experience

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.(If not taken at entrance to hotel OR the kids club can be directly from outside) " Guests registered upon arrival. Contact information collected per local regulations. All colleagues don masks and gloves that are replaced frequently or upon contamination.

N/A

N/A

N/A

N/A

Constant washing/sanitisation of hands reinforced.

N/A

All equipment cleaned and disinfected daily.

N/A

Colleagues maintain high levels of hygiene standard using daily checklist with focus on reception area, passageway/ common areas, Play Zone, Toddler Zone, Cassia Seeds, activities rooms (art/ music/ party/ bake studio), café and toilet.

N/A

Private & Confidential

20/36

Heart of House Heart of Hou-s7e6%

12 failed, 76%

Scheduling, Transportation, Clock-In

12 failed, 76%

Scheduling, Transportation, Clock-In-76% '- Review shift pattern and plan for staggered shift arrivals schedule. - Stay alert on safe distancing guidelines from Authority and prepare coach schedule with reduced seating capacity. Transportation vehicles are thoroughly sanitised 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. For additional care, safety amenities including hand sanitising gels available at all entry/exit touchpoints of the hotel premises and in the vehicles.

N/A

N/A

Yes

Photo 24

Be ready with all the guidelines and required Declaration Forms for colleagues who are not feeling well and need to stay home or be offered medical assistance.

Yes

Photo 25

Temperature check for all colleagues at colleague' entrances prior to entering the hotel premises. Logs are kept for 14 days. Colleagues with temperature above 38 degrees Celsius are advised to stay home and/or offered medical assistance.

Yes

Yes

Masks provided to colleagues by the hotels.

Yes

Masks are readily available to colleagues in all departments

Split Team & Work from Home Arrangements

12 failed, 73.33%

Split Team & Work from Home Arrangements -73.33% Be ready with Split Team Structure in each department with detailed Guidelines.

No

List of colleagues names, positions and departments who are assigned split team A and Team B needs to be established and readily available to communicate internally Be ready with Work from Home Guidelines in each department No

Private & Confidential

21/36

WFH guidelines/policy needs to be readily available to communicate internally if scenario arises Uniforms, Locker Rooms, PPE

10 failed, 76.74%

Uniforms, Locker Room-s7,6P.7P4E% Review cleaning and sanitizing standards (including laundry of uniform) and update if necessary. All uniforms cleaned and sanitised using the same high standards as guest linen and laundry.

Yes

Yes

High temperature wash and use of chemical disinfectants in laundry process.

Yes

High-steam/Heat press sanitisation of all uniforms.

Yes

Be alert on social distancing guidelines from Authority and prepare guidelines for restricted capacity in use of locker rooms.

Yes

Photo 26

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

Yes

Photo 27

All colleagues provided with relevant personal protective equipment including: surgical masks, protective gloves, protective goggles, shoe covers, protective gowns and disposable aprons. Gloves changed when contaminated or every 2 hours. Food handlers change gloves every 30 minutes or when changing tasks in the kitchen.

Yes

Yes

suggest to put reminder signage of this practice in HOH areas Masks replaced when contaminated or every 4 hours. Sanitization record logs are needed (overnight cleaners) Colleague Dining Room, Buffets

Yes

10 failed, 70.59%

Colleague Dining Room, Buffets -70.59% Prepare Hygiene and Safety Guidelines for Colleagues Dining Room to be used in Base Standard

Yes

Private & Confidential

22/36

Photo 28

Prepare capacity restriction guidelines with floor plan and seating arrangements based on social distancing guidelines from authority and prepare plan for staggered meal timing, queue management, people flow and santizing protocol.

No

Must display maximum capacity on the outside of the canteen

Photo 29

Contactless sanitisers provided in the dining rooms and all colleagues wash/sanitise hands before entering dining rooms.

Yes

Photo 30

Photo 31

Photo 32

Tables cleaned and sanitised after each use.

Yes

Colleagues were advised of this practice however suggest to have signage on each table reminding colleagues to clean and sanitize their table top and chair after each use with resources provided. All shared equipment/surfaces including utensils, crockery, serving trays and table tops sanitised before and after each use. N/A

Disposal cups are used only Public Areas

9 failed, 70%

Public Are-a7s0% Review and Update HOH Cleaning and Santizing guidelines and procedures preparing the Base Standard Stage. Review seating and work area layout preparing for social distancing restrictions

Yes

Yes

Offices disinfected with EPA-listed disinfectants.

Yes

suggest to have oxivir wipes readily available for 2nd floor offices to frequently sanitize their own areas. Contactless sanitisers/sanitation stations installed outside all service elevators on every floor, in each functional department and at convenient locations in the heart of house. Yes

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Dedicated face mask disposal bins provided at convenient locations in the heart of house.

No

No designated bins for PPE in heart of house areas. Receiving Areas

8 failed, 68%

Receiving Ar-e6a8s% Colleagues to wear masks, fresh gloves and hair net prior to receipt of every shipment. Hair net is not worn only head cap. Vendors provided with health and safety requirements before accepting goods, including necessary personal protective equipment requirements including gloves and masks. Temperature checks at entrance and hand sanitation stations available in all receiving areas.

No

Yes

Yes

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

No

Not consistently observed. Need sanitization records log. Training Training-71.43% Review and Update all Training materials including :

6 failed, 71.43%

- Use and disposal of personal protective equipment and sanitizing tools - Personal health and Hygiene Guidelines at work and outside of work - Departmental Sanitizing Standards and Procedures at different pandemic stages (certified / non-certified programs) - Basic knowledge of the Pandemic Disease - Operational Procedures during Pandemic Situation for Guest contact / Non- guest contact Colleagues departmental training records required. Prepare Toolkit for all relevant Pandemic Communications including Information update notices, Posters, tentcards, reminder leaflets, electronic notices, stickers, video … etc.

No

Yes

All internal/ external communication collateral is readily available for reprint and observed being used throughout FOH and BOH areas.

All colleagues trained on use and disposal of personal protective equipment, personal health and hygiene, and enhanced sanitisation standards at work and for personal safety outside of work. training records required All colleagues trained on COVID-19 safety and sanitisation protocols. Currently 58% of colleagues completed SL Cares course on LMS. Comprehensive training and certification programmes for our teams with frequent guest contact including Housekeeping, Food & Beverage, Public Area Department, Hotel Operations and Security.

No

No

No

training records required

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All Housekeeping colleagues, including casual workers and part timers are trained and certified on the compliance standards training co-developed with Diversey.

No

Records indicate this was completed in Oct 2020 for housekeeping, however training records of classroom training hosted by Diversey is required. All hotel food handlers retrained on food safety policies prior to returning to work and ongoing. No

training records required All club and amenity center colleagues retrained on Shangri-La Food Safety guidelines and new food and beverage safety standards.

N/A

"Regular Update and Communicate the Pandemic Situation to colleagues.

Yes

Throughout 2020/2021 HR held virtual calls which all colleagues were invited to in order to communicate hotel updates and global pandemic related information. Reminder of the observing all personal Hygiene and Safety guidelines and other relevant policies and procedures. Yes

HOH posters observed in areas Posters, Tentcards, Reminder leaflets and Electronic Notices are to be updated regularly. "

Yes

Health & Safety and Personal Hygiene Measures

100%

Health & Safety and Personal Hygiene Measures -100% Check the stock for thermometers and prepare the par stock required at different stages. Engage with relevant suppliers to ensure supplies. Check the latest technology which is most effective for guests and colleagues temperature taking Security, receiving , front office and health club all have thermometers to readily use Engage with Medical partners to ensure update of knowledge and information about pandemic disease. Health Talk to be arranged when necessary.

Yes

Yes

DOS up to date on pandemic related information by municipal and provincial public health units and frequently communicates updates internally Update and be ready with all relevant Declaration Forms and record keeping document. Yes

Review and Update Policies / Guidelines on Suspected / Confirmed Staff or Guest cases. guidelines for both internal staff and external guests suspected or confirmed cases in place Temperature check for all colleagues at colleague' entrances prior to entering the hotel premises. Logs are kept for 14 days. Colleagues with temperature above 38 degrees Celsius are required to fill out health declaration forms and are advised to stay home and/or offered medical assistance.

Yes

Yes

Yes

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All colleagues to fill out mandatory health and travel declaration forms.

Yes

Close contact confirmed/suspected; Residential area confirmed/suspected case declaration implemented.

Yes

Prepare guidelines for colleagues in quarantine; self-monitoring health forms

N/A

The use of shared food and beverage equipment in heart of house pantries (e.g. shared coffee cups) discontinued or reduced to a minimum.

Yes

Colleagues advised to bring their own reusable cups or mugs to use.

N/A

Physical layouts of seating areas and other shared spaces reconfigured to maintain safe distancing regulations.

Yes

Capacity/seating reduction in place for all key areas per local regulations.

Yes

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Colleagues' Dormitory Colleagues' Dormitory Health & Hygiene Health & Hygiene Temperature taking and recording - twice a day .

N/A

Isolate residents who are unwell and ensure they do not report to work.

N/A

Regular reminders to residents through posters/briefings.

N/A

Ensure ready access to medical facilities.

N/A

Living Spaces Living Spaces Adequate ventilation.

N/A

Designated isolation and sickbay zones with dedicated toilets and bathroom facilities.

N/A

Residents are to clean up common dining area after every meal.

N/A

Cleanliness & Sanitisation Cleanliness & Sanitisation Hand sanitizers are placed at high touch point areas.

N/A

Monitoring& Reporting Monitoring& Reporting Designated Residence Manager to enforce measures and maintain essential records.

N/A

Strict control and records on resident's entry and exit.

N/A

Appoint and train Safe Management Officers amongst residents.

N/A

Maintain inventory and records on essential supplies.

N/A

Random inspections and audits to be conducted by hotel HR and results submitted to Region HR.

N/A

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Comments

Comments Overall Comments

Signature of verifier

Jason Xuereb /Kristi Grotsch 8 Oct 2021 18:43 +04

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Appendix

Appendix

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