Feel Safe at NH Hotel Group, new procedures

Feel Save at NH Hotel – the Company has reviewed all its procedures and made nearly 700 adaptations to its operating standards, which will be progressively implemented in its 364 hotels to preserve the health and safety of travellers and employees worldwide

NH Hotel Group, a consolidated multinational operator and one of the leading urban hotel companies in Europe and America, presents its new plan of measures to address the health crisis under the Feel Safe at NH concept.

In order to preserve the safety of travellers and employees, the Company has launched various initiatives and carried out the adaptation of nearly 700 standards, completely redesigning the customer experience journey.

Endorsed by experts, these measures will be implemented in each of the Group’s 364 properties. Feel Safe at NH reviews all Company operations and concentrates all the initiatives under 10 lines of action, which respond to the needs of travellers in the new social reality brought about by COVID19.

From the cleaning and sanitization processes of each hotel space, to new digital solutions, processes and protocols for restaurant management, social distancing policies, and control of air and water purification, the plan of measures includes all the aspects that will allow the Company’s hotels to reopen with maximum safety guarantees for customers and employees.

Advanced digital services

With the aim of minimising interactions between people and contact with surfaces, NH Hotel Group offers its clients advanced technological solutions such as:

• • FASTPASS: the combination of three innovative services -Online Check-in, Choose Your Room and Online Check-out – that put all the control over their stay in the client’s hands.
• • Mobile Guest Services: a mobile platform through which guests will be able to access all the hotel’s information and services, order room service, mini bar, or book a table for breakfast in order to guarantee the necessary social distance in this service, among others.
• • Instant Communication Channel: based on the Mobile Guest Service application, it allows instant chat with the hotel’s team to solve any doubt or request that the client may have.

Updated cleaning and sanitising protocols

The Group has reinforced hygiene and cleaning protocols in its hotels in line with World Health Organization guidelines, following local regulations and inspired by medical practices.

These protocols have also been reviewed and adapted to the new reality by SGS. According to these standards, common areas with high traffic such as lobbies, the reception desk, halls and restaurants will be sanitized more frequently and with a specific type of cleaning and disinfection products based on advanced medical practices.

Finally, kitchens and kitchen appliances will be sanitized following hospital protocols, always ensuring correct disinfection and decontamination.

Food & Beverage services

Preserving the security of the process at all times, the Food & Beverage area has undergone a reorganization that affects everything from logistics to preparation, delivery, consumption and the payment methods.

NH Hotel Group will request that its suppliers have health certifications and a delivery process with strict control protocols.

Furthermore, food handling standards and serving options have been updated to minimize manipulation and services such as room service, a la carte or take-away will be reinforced. In the case of events, there will be menus and processes adapted for this service.

Social distancing rules

The common areas of the hotel will be equipped with signs delimiting areas in order to avoid crowds of people and contact between them, and always leaving the minimum distance marked by local regulations.

Furniture and spaces will be redesigned to comply with social distancing standards. In addition, the hotel team will be trained to help clients comply with these requirements at all times.

Protocols and personal protection material

Employees will always have equipment to protect themselves and the health of customers such as masks, gloves and authorized hydro-alcoholic gels.

In addition, elements to help preserve the safety and hygiene of meeting and event spaces – such as plexiglas screens at the reception – will be available for employees, customers or suppliers if required.

Water purification & air quality protocols

Surface and handling areas will be kept extremely clean and air and water purification systems will be controlled more than ever, reviewing and reinforcing, among others, HVAC (Heat, Ventilation and Air Conditioning) protocols.

Hotels will increase the frequency of inspections, the control of water disinfection and, most important in view of the summer that is coming, the quality of the water in the swimming pools and outdoor areas.

City Connection advisory service

The hotel teams in all destinations are trained to help clients locate hospitals, medical centers and pharmacies, among others. They will also be able to recommend methods of transportation based on local sanitary criteria and regulations.

Moreover, clients will be able to use sanitary services available in other NH hotels of the city in which they are staying, such as the use of gels or protective equipment as well as access F&B services of other hotels, endorsed by our processes.

Health & Safety protocols for employees

In compliance with all necessary legal requirements, and in order to protect everyone’s health, NH Hotel Group employees will receive constant training in health protocols and procedures.

In addition, we will implement early detection protocols and action plans in the event that a customer should be considered a patient. In this case, the hotel will isolate the guest, provide him with protective equipment to avoid transmitting the disease, contact the local medical services and organize the logistics to transfer him to a medical center if necessary.

Hotel Health & Safety manager

Each of the Company’s properties will have a designated expert in the new Feel Safe at NH operating process. He or she will be responsible for leading the implementation of this plan, as well as the training of the employees.

Finally, he or she will be responsible for monitoring the environmentally friendly and responsible use of protective materials.

About NH Hotel Group

NH Hotel Group (www.nh-hotels.com) is a consolidated multinational operator and one of the leading urban hotel companies in Europe and America, where it operates more than 370 hotels. Since 2019 the Company has been working with Minor Hotels to integrate their hotel brands under a single corporate umbrella with a presence in over 50 countries worldwide. This way, a portfolio of more than 500 hotels has been articulated around eight brands: NH Hotels, NH Collection, nhow, Tivoli, Anantara, Avani, Elewana and Oaks, which complete a wide and diverse range of hotel propositions connected to the needs and desires of today’s global travellers.

More info : NH Hotel Group