Panchgani is home to one of the safest, sanitized and hygienic Luxury Hill Resort. Frequently visited by the distinguished actors of Indian cinema, Luxury Hill Resort, and is as great for slow travel as some of the farm stays of Maharashtra.

The hospitality of Luxury Hill Resort is absolutely flawless. To ensure that you have a safe and social distancing proof stay at their premises and enjoy a soothing getaway after the lockdown, the management at Luxury Hill Resort has implemented the S.O.Ps and guidelines. Do check them out to plan your getaway after a much-demanding lockdown, dear travellers.

COVID-19 – S.O.P. Action Plan by Luxury Hill Resort at Panchgani

Entrance & Gate – Arrival & Departure of Guest and Staff:

 Ensure markings on the floor at Gate to maintain Social Distancing
 Supply disinfectant solutions to all for every movement at entry door. (Guest and staff)
 Confirm the guest’s nationality and enquire whether they have any health problems and where they are arriving from.
 Guests running a temperature of more than 98.6° F should be politely asked to return or directed to the closest hospital/medical facility
 Provide a mask if Guest is not wearing one, if required
 Inform the Control room, if they show any symptom of Covid-19.
 No shake hands, Only NAMASTE
 Electrostatic sprayers with professionally identified chemicals are being used on luggage while unloading, hotel entrances, employee entrances, as well as various public areas.
 All the staffs should wear advised face mask and hand gloves while dealing with a guest.
 Maintain separate log book for Covid -19 in every department and verify
periodically.
 All supplies and materials are sanitised before being admitted into the hotel premises

Reservations and Lobby:
 Ensure markings on the floor at reception to maintain Social Distancing
 Ensure Associates are wearing masks & gloves
 'Namaste' should be used as the greeting for all Guests at all touchpoints to maintain Social Distance.
 Check the nationality of the reserved guest to find whether they are from Covid -19 affected country, or if coming from a Red/Orange zone (Cross check with printed district sheet)

Ravine Hotel – COVID-19 – S.O.P. Action Plan

 A guest check-in self-declaration form is in place which covers COVID-19 symptoms. Any guest who indicates these symptoms is required to undergo a medical examination prior to check-in. (Send an email requesting for this to be filled out and emailed back with ID proofs)
 Advice the guest in advance to stay back at their present station, if they are suspicious.
 Contact the District medical control room immediately and inform the doubtful reservation.
 Do E-check-in/ check -out (send info via email) and avoid manual check-in/check-out procedures.
 Use mobile scanner or camera to attach guest’s ID proof incase you have not already gotten it via email.
 Encourage online money transfer, for Check-out and payments, call guest prior to checkout and sms or email them payment link.
 Give safety, hygiene and other instructions to the Guests as per the new SOP
 Keep paper, envelopes and all equipment sanitized at reception incase hard copy bill is asked for otherwise email a copy of the bill.
 Keep swabs which Guests can use with sanitizer to clean their phone or credit cards
 Don’t use single passenger lifts for different group of people at a time.
 Ensure that safety instructions, including the number of Guests allowed at one time, is placed inside the elevator and is easily visible; apologize for the delay and inconvenience caused to the Guests due to the new safety norms
 Arrival instructions should explain to Guests that they should come down to the restaurants only when a table is available to avoid crowding
 Elevator floor must have markings with directions, so that Guests do not face each other and maintain the appropriate Social Distance
 Guests instructions given at the reception should include instructions on how the rooms are sanitized at regular intervals
 Minimize the use of lobby toilets or keep closed. (To be decided)
 Maintain separate log book for Covid -19 in every department and verify
periodically.

Ravine Hotel – COVID-19 – S.O.P. Action Plan

Restaurant/Room service:
 Ensure Associates are wearing masks & gloves
 Keep sanitizers for Guests to use
 Use disposable napkins which are pre-packed or individually packed serviettes
 Keep swabs which Guests can use with sanitizer to clean their phone or credit cards
 Restaurants and seating in the lobby have been reconfigured to ensure safe distances are maintained between guests.
 Arrival instructions should explain to Guests that they should come down to the restaurants only when a table is available to avoid crowding (Make and keep a reservations list at reception)
 Don’t interact with guest in close distance. keep 1m distance minimum.
 Keep away the menu cards. Order by mouth.
 Sanitize the cover area after each food service.
 Staff in the kitchens, restaurants, in-room dining, to sanitise their hands every time they serve food or touch food related items.
 Wash all the cutleries and crockeries in soap water and sterilize after every use.
 Avoid group reservations. Don’t entertain any parties/conferences/meeting in your premises.
 No buffet services.
 Maintain separate log book for Covid -19 in every department and verify
periodically.

Kitchen
 All supplies and materials are sanitised before being admitted into the hotel premises
 Wash and sanitize hands with disinfectant in fixed frequency. Bell or an alarm in
every 30 min is advisable.
 Clean raw materials thoroughly with chlorine sani-tabs.
 Wash, rinse and sanitize all food contact surfaces of all equipment.

Ravine Hotel – COVID-19 – S.O.P. Action Plan

 Staff in the kitchens, restaurants, in-room dining, to sanitise their hands every time they serve food or touch food related items.
 Make sure that the food waste stored in rodent and insect proof containers.
 Use hand gloves in dish washing section is mandatory.
 Maintain separate log book for Covid -19 in every department and verify
periodically.

House keeping & General Areas.
 Keep hand sanitizer/soap liquid in every room.
 Don’t reuse linen.
 Room linen to be changed once in two days or ONLY on request; no turn down services to facilitate minimal contact
 Masks and disposable gloves are being worn by all team members at all times and changed frequently. Housekeeping staff use fresh gloves for every room they service.
 Clean intercom phones and remotes with Dettol while routine cleaning.
 Clean the toilets and room floor with rich alkaline mixed liquids.
 Manage separately, if you found any suspicious guest’s laundry/room linen.
 All touch points, like door handles, buttons, counter tops, table tops, railings, etc.
 Maintain separate log book for Covid -19 in every department and verify
periodically.

Ayurveda Centre/ Spa – TO BE DECIDED
 Clean and sanitize massage/ spa tables after each treatment procedure.
 Follow the above said procedures in other departments.
 Maintain separate log book for Covid -19 in every department and verify
periodically.

Things we need to work out with the Govt Officials or at Hotel

Ravine Hotel – COVID-19 – S.O.P. Action Plan

 Detailed Standard Operating Procedures are in place in case of a positive COVID-19 diagnosis where a guest or a colleague needs to be quarantined.
 Ensure all standards and protocols are adhered to, each hotel has a dedicated Hygiene and Safety Manager.


Things we need to update in the Hotel:
 Install hand sanitizer dispensers in the elevators, passages and in every room.
 Signages with information on sanitization norms should be placed
 Due to Social Distancing norms, allocate alternate rooms or leave two rooms vacant in between, based on occupancy levels
 All indoor areas such as entrance lobbies, corridors and staircases, escalators, elevators, security guard booths, office rooms, meeting rooms, cafeteria should be mopped with a disinfectant with 1% sodium hypochlorite or phenolic disinfectants
 For metallic surfaces like door handles, security locks, keys etc. 70% alcohol can be used to wipe down surfaces where the use of bleach is not suitable
 Request all Associates to stay at home in case they have any symptoms of flu or are not feeling well
 Staff running temperature more than 98.6° F should be asked to return home
 Uniform exchange daily should be the norm
 Uniforms will need to be sanitized properly; steam press or heat iron can be used
 Associates will be given masks and gloves as part of the uniform across all departments
 Ensure that Associates are maintaining Social Distancing during uniform exchange
 Extensive hand wash and sanitizing arrangements must be made with signage explaining the need
 Employee Dining Shifts must be staggered to avoid cafeteria crowding
 Cafeteria hours should be extended to allow smaller groups over a longer period of time - the usage should be restricted to 33% of its capacity at any given time
 All staff should wear disposable masks, gloves, hair nets and all other safety gear
 Quarantine & date tag receivable goods before you take them inside the stores

Ravine Hotel – COVID-19 – S.O.P. Action Plan

 All supplies need to be fully sanitized before entering the stores and refrigerators
 Vendors should be advised on how you will accept goods and how their staff should arrive with necessary protective gear
 Service Elevators ensure that safety instructions, including the number of employees allowed at one time, is placed inside the elevator and is easily visible
 Ensure elevator floor buttons are regularly sanitized
 Manager should conduct sensitization classes for Associates on upgraded hygiene standards; they can also have visiting faculty to update Associates on standards
 Employees must be well-informed about all COVID related operating SOPs on a Daily basis.