The aim of
the action plan is to prevent the occurrence and effective management of
suspicious cases in order to limit the expansion to the staff and tenants.
plan complies with the recommendations of EODY and will be revised according to
action plan, it is presented in writing, the measures to prevent and manage
suspicious cases from the tourist accommodation through protocols.
- The management of the
accommodation (Cleopatra Collection Hotels) appoints as coordinator for the
supervision of the protocol’s application the General Manager and CEO of the
group Mr. Alexandros Zafiropoulos.
- The fact that the staff is
trained in compliance with the protocol or the individual protocols per
department of the accommodation is reflected with a corresponding report of the
individuals; the duration and the manner of training (eg distance learning,
training from outside accredited partner, etc.). The e-learning method is
considered necessary and mandatory for all employees.
- Cleopatra Collection Hotels has already entered into a collaboration with
a specialist physician (Mrs. Ioanna Chartomatzidou), who acts on the
instructions of EODY for the control of COVID-19 and in particular, is trained
in taking a nasopharyngeal sample for molecular testing from a suspected case.
At the same time, in the context of telemedicine, he has the ability to monitor
his suspected case and close contacts.
Suspected case management plan
particular, for the management of a suspicious case, the plan for dealing with
a suspicious case according to EODY is followed.
Manager, Mr.Alexandros Zafiropoulos, is appointed responsible for
the implementation of the case management plan from the accommodation.
Cleopatra Collection hotels have the obligation to disclose contact details to
the competent department of the Ministry of Health / EODY:
- the person in charge of the
implementation of the suspected case management plan,
- the physician who cooperates
with the secondary health care provider.
- Responsible statement of each
staff member that he / she has been informed about the COVID-19 hygiene and
case management protocols related to his / her area of responsibility.
Training plan (by telephone training on mobile or tablet) until July 15 for one
person per service (individual protocol) of the accommodation, which will then
educate the training to the other staff.
- Education is at least related
to the following:
- The sources and modes of
transmission of the virus
- Information procedures for
hotel officials and customers themselves
- Behavior and actions in case
of illness by staff
- Methods and practices of
cleaning and disinfecting the identified points based on the risk and the
possibility of transmitting the disease
- Methods of communication and
approach of visitors
- Maintaining the basic measures
to avoid transmitting the virus by diligent and regular hand washing, avoiding
handshakes, keeping distance, avoiding contact of hands with eyes, nose and
mouth and respiratory hygiene
- Maintaining training files and
documenting recruitment for each employee
- Each staff member must
strictly adhere to the basic protection measures against COVID-19: practicing
thorough hand hygiene, physical distancing by customers and other staff, in all
workplaces, hotel areas and rest areas, avoiding touching the face and general
personal and respiratory hygiene.
- Lucy Hotel has already
provided each member of the staff with adequate Personal Protective Equipment
and ensuring the continued adequacy of their supplies.
- Staff must stay at home and
seek medical attention if they have symptoms of the disease, notifying the
health care provider of the accommodation.
- A person with symptoms is
excluded from work and returns to work if the laboratory test is negative.
- It is recommended that staff
has their temperature monitored every morning as part of their individual
responsibility. Careful monitoring of staff may follow depending on the
epidemiological picture of the local community/area.
- If a staff member comes in
contact with a case, he must report it immediately to the health manager of the
accommodation and be removed from work.
Accommodation log file and event book
purposes of public health, the accommodation management keeps a computer file
of the staff members and all the people who stayed at the hotel – name,
nationality, date of arrival and departure, contact details (address, phone,
e-mail) -, to make it possible to communicate with close contacts in the event
of a COVID-19 crash, which may be identified afterwards.
attention is paid to the General Regulation on Personal Data Protection (GDPR)
and to inform all visitors that a file is kept for reasons of public health
protection. It is necessary to record and update the service book and events.
- The accommodation must notify
the measures and requirements of the Action Plan to all internal and external
bodies / partners (employees, tenants, contractors, suppliers, visitors and the
general public) and interested parties.
- The website of Cleopatra
Collection Hotels in the special section COVID-19, has posted the measures and
the new policy of the accommodation for taking increased hygiene measures,
changes in operating hours of common areas, modification of check-in /
check-out duration. Respectively, it may follow further information with the
available means inside the accommodation (eg in public TVs, in room TVs,
markings / sign sat the entrance to the individual public areas and printed
information in the reception).
Cleopatra Collection Hotels services
Reception service (reception desk / concierge)
- Staff complies with all the
necessary hygiene measures (hand washing), keeps a distance of at least one
meter from customers (avoids handshakes, etc.) and follows the rules of
- When requested, it is possible
to: a) to inform visitors about the policy of the accommodation and the
measures it has taken to deal with any incidents, b) to provide useful
information for health providers, public and private hospitals, reference
hospitals for COVID-19, pharmacies etc. in the area and c) provision of
Personal Protective Equipment.
- Special equipment (medical
kit) for the occurrence of an incident, such as gloves and disposable masks,
antiseptics, cleaning wipes, apron, long-sleeved robe, laser thermometer.
- Staff is able
to recognize customer symptoms and report them directly to the health care
- Separator glass has been
placed on the reception desk (to avoid contacts)
- In the reception desk there is
an antiseptic for use by the customer
- Regular disinfection of
reception desks are in order.
- In order to maintain
distances, the accommodation applies a suitable configuration of reception (reception
desk), addition of floor marking at a distance of two meters where the customer
will stand / appropriate distance marking in the waiting area, proper
arrangement of furniture and proper queue management to reduce waiting time.
- Avoid overcrowding during
check-in / check-out
- There is an online application
available (alternatively) for check in-check out (mobile-concierge), as well as
a web reception service
- It is possible to check-in
outdoor or privately (in room)
- Contactless (with credit card
POS) payment of accommodation expenses (acceptance of cash in exceptional
cases), emailing bills, invoices and receipts. is recommended
- Disinfection of keys–they are
placed in a special container for disinfection.
- Extension of check-out and
check-in between stays (check out until 11.00 am and check in from 15.00 pm).
This change in the time interval between each check in and checkout is
mandatory to ensure that between different customers the room is thoroughly
cleaned and disinfected, as well as that adequate natural ventilation of the
space is followed.
- It is forbidden for
non-residents to enter the rooms
Floor services (cleaning, disinfection, housekeeping),
rooms and common areas
- Cleaning and
disinfection program (see relevant EODY Instructions)
- Special instructions for
cleaning in case of an accident (see relevant EODY Instructions).
- Reinforcement of sanitary
services in all public areas and especially in “high risk” objects (eg knobs,
- Use of robotic cleaning
devices in all public areas that sweep, mop and sanitize, 24/7
- Meticulous cleaning and very
good room ventilation during the hours between stays.
- Checking the operation of
washing machines (in terms of temperature used and dosage of detergents)
- Adequate staff equipment
(gloves, masks, robe, closed shoes)
- Cleaning staff using a simple
surgical mask (or mask), gloves and a disposable waterproof robe. As long as
they work, the cleaning staff should not touch his mouth, nose or eyes with
their hands, smoke or eat.
- After removing the gloves, it
is necessary to wash your hands thoroughly with soap and water. It is
emphasized that the use of gloves does not replace hand washing, which is the
most important means of prevention
- Discreet monitoring of
customers with symptoms for managing by the administration
- Infrequent room cleaning
during the stay (avoiding contact of cleaning workers with a possible case and
- Canceling change of clothing
and towels, only at the request of the customer.
- For departures, the following
protocol applies: Meticulous cleaning – disinfection (with a steam
cleaner) on all the surfaces of the room and bathroom.
- Decorative objects (pillows,
bed linen) have been removed
- Commonly used multi-purpose
items such as guest directory, menu, magazines, mini-bar items have been
- Installation of disposable
cover (film) on the TV and air conditioning remote controls
- Fabric surfaces (eg furniture
upholstery) should be cleaned with a steam appliance (temperature> 70.).
- Opening doors and windows for
natural ventilation of the space daily.
- Special signs– notes are
recommended to inform the customer about when and how the room was cleaned.
- Strict observance of the rules
of hygiene by the personnel involved in the sorting of dirty linen using the
appropriate MAP (special disposable apron over the uniform, gloves, and mask)
- Used fabrics, bedding, and
towels must be placed in special, closed, marked bags or sacks in order to be
transported to the laundry area.
- A process of careful
separation (marking) of dirty and clean linen is followed.
- Trolleys for carrying closed
bags with linen should be disinfected after each use.
- Instructions for washing
clothes in hot cycles (70oC or more) with the usual detergents have been given.
- When storing clean clothing,
care is taken to be kept it in good and clean condition. The same applies when
transferring clothing-linen to use areas (rooms, restaurants, etc.).
Catering services (dining room / common areas)
include buffet breakfast rooms, open and closed bars
Mills / kitchen:
- Compliance of HACCP guidelines
- Receiving goods by specific
staff that always wears gloves and a mask.
- Care has been taken to keep
the distance between kitchen workers in accordance with the requirements of the
health authorities, as they apply each time.
- Only authorized personnel is
allowed to enter the kitchen area . In case this cannot be avoided, the visitor
should be provided with appropriate personal protective equipment, which will
be available at the entrance of the kitchen.
Water / sewerage network
- Cleopatra Collection Hotels has complied with the circular of the Ministry
of Health “Protection of Public Health by the corona SARS-COV-2 in the
water supply and sewerage systems”
- In case the tourist
accommodation remains out of operation for more than one month, during their
reopening, the steps described in the instruction should be followed: “ESGLI
Guidance for managing Legionella in building water systems during the COVID-19
- It is recommended to use
standard and well-ventilated pipes, such as wells with odor traps and return
valves on taps and sprayers.
- Odor traps (siphons) should
work properly and continuously. In other words, they should always have water
inside. In case the space is not used for a long time, water should be added
either by adding it directly to the odor traps or by opening / operating the
connected devices. This should be done at regular intervals depending on how
quickly the water evaporates from the odor traps (eg every 3 weeks).
Air conditioning and space ventilation
provisions of the relevant circular of the Ministry of Health “Taking measures
to ensure public health from viruses and other infections when using air
conditioning units”, with emphasis on non-recirculation of air and good natural
ventilation in rooms and other operating systems (shutdown air conditioning
when the doors are
Common areas (closed)
Collection Hotels’ common areas include lobby & seating.
- Operation of these spaces in
accordance with the current legal framework.
- Recommendation to avoid the
use of elevators. Disinfectants have already been installed at the entrances
and a recommendation for use at the entrance and exit. Frequent cleaning of
elevators with emphasis on frequently touched surfaces (handles, knob, etc.)
- Markings/ Signs to remind
customers to keep their distance – applying measures such as floor tapes, cones
or other means to keep their distance.
- Hand sanitizers have already
been installed in all public areas.
- Furniture has been moved to
avoid overcrowding in public areas (4 people / 10 sqm)
- Users of the shared W.C. will
be asked to empty the basins with the lid closed. In this way, the restriction
of the transmission through the vapors from the toilet at the time of
evacuation is sought.