Safe & Clean Commitment - COVID-19
Elephant Lake Group announced its Safe & Clean Commitment, focused on enhanced cleaning practices, guest interactions and workplace protocols to address the hygiene challenges presented by COVID-19.
The Elephant Lake Group has launched its Safe & Clean Commitment across its operations to deliver elevated cleanliness standards in response to the COVID-19 pandemic. The development of these protocols compromises practices and strategies that will enable the operations to be reactivated with the utmost health and safety measures firmly in place.
Sanitisation standards and cleanliness are taken very seriously and we are defining a new hospitality standard of hygiene practices to elevate cleanliness across our properties. These elevated protocols provide peace of mind for Elephant Lake guests to enjoy a safer, cleaner stay from check-in to check-out, while staff are protected in their work environment by these enhanced and rigorous cleaning standards. The Safe & Clean Commitment is a quality mark or assurance to guests and staff that we are committed to their health and safety in upholding uncompromising sanitation and hygiene practices.
The Elephant Lake Group has been guided by its commitment to exacting standards, hospitality quality and its core values of excellence and innovation delivering world-class customer experiences. Our Safe & Clean Commitment serve as a multi-tiered commitment to our uncompromising sense of care of purpose for our guests and staff in providing accommodation and experiences that are safe, clean and sanitary while continuing to deliver unrivaled hospitality.
To elevate our cleanliness standards specifically in response to the unique set of challenges presented by the COVID-19 pandemic, a multitude of hospitality behaviours and practices were identified for change. In doing so, we assembled a cross-functional response team who invested a lot of time and commitment to formulate strategic outputs for disinfection and sanitisation protocols.
These outputs encompassed health and hygiene; food and beverage safety; guest and staff safety and space design - all of which have been adapted to the new social reality of a pandemic environment. This has enabled us to swiftly update our operational guides for our properties and address specific requirements for each property type. "The safety of our guests and staff is paramount to us. As a result, we have adapted our ways of working to better protect those around us with a holistic approach to tackle the COVID-19 realities at every level. Our Safe & Clean Commitment is designed to minimise risk and promote safe, healthy environments for every person - guest or staff - who engages with us."
We have focused our approach to key areas that we believe will enable us to minimise risk to all and have implemented procedures to follow the guidelines of the World Health Organisation (WHO), local health authorities as well as our Safe & Clean Commitment. These protection protocols are designed to reduce exposure to, and the transmission of, a range of illnesses including the COVID-19 pandemic.
Our commitment to cleanliness is unwavering. All our teams across our hotels are well trained to handle health and hygiene situations and are also personally adhering to the latest hygiene protocols and we have absolute trust in their abilities to do so. Our people are working tirelessly at implementing these health and safety measures to combat the COVID-19 virus.
Our tactical response plan to the COVID-19 pandemic has resulted in a comprehensive review of our cleanliness and sanitisation procedures. To this end, we have elevated our health and safety standards beyond the already stringent hygiene protocols to ensure absolute peace of mind and safety for all people.
These protocols will be implemented throughout our operations including our guest rooms and facilities. We have mobilized strategic cleanliness teams at each of our properties with our daily disinfecting protocols having been intensified at every property.
We are rolling out enhanced technologies alongside our Safe & Clean Commitment with a multi-pronged sanitisation strategy for increased safety for guests and staff. These include:
Hygiene training for the protection of staff and Guests - All Elephant Lake Staff has been trained on the various hygiene and sanitation protocols and ongoing training will be provided as the situation evolves. Our staff awareness is an aspect that is essential for the effective implementation of our protocols as it ensures that they are protected as well as our guests.
Temperature Screening and staff monitoring - We are working round the clock to keep our people safe - and that means you as well as our staff. We've implemented an end-to-end health and safety plan that will see every staff member temperature tested and meticulously screened before they are deemed to be clear and ready to safely engage with our guests. Each guest will also be temperature screened in a non-invasive and safe manner to ensure the health and safety of all our people. These screening and monitoring protocols will be supported by the necessary contingency plans and isolation / quarantine facilities.
Distant but warm, hospitable guest contact - To alleviate the risk of transmission, continuous and stringent social distancing etiquette will be implemented between guest and staff to reduce person-to-person contact. The placement of furniture and decor specific to each property type have been re-configures to allow for social distancing practices. Our staff have all been trained on best-practice hygiene and sanitisation and won't be offering the outstretched handshake that you are accustomed to. Instead, a friendly smile will be waiting to greet you warmly upon arrival and during your stay.
Smart guest interaction - Insofar as possible, we will also implement no-contact stays. All bookings where possible to be pre-paid in full prior to check-in to assist in working with both guest and staff to reduce the person-to-person contact. We understand in this adapted hospitality, sometimes, the best way to stay safe is to stay distant.
Social interaction kept to a minimum - We have reduced the capacity of our hotels within government guidelines across our guest and staff complement. Accommodations are generously set apart and offer privacy and safety, rendering contact with staff and other guests to an absolute minimum and limited social contact will see guests experience an almost contact-less stay in accordance with stringent health and safety regulations.
Accredited disinfectant - with a high classification of bacteria-killing ingredients to sanitize surfaces are used. These disinfectants have been produced per health regulations.
Easily accessible sanitisation stations - The provision of hand sanitizers placed at entrances, near the front desk, common areas and throughout the hotels. These will also be used to sanitize room keys and devices shared by staff to ensure a safe environment at all times. All areas will have alcohol-based, hospital-grade hand sanitizer readily available for your use. You can find it in all common areas, and reception.
Enriched, deep cleaning and sanitisation standards - across all operations and properties. These include lounge rooms, lookout and viewing decks, guest rooms, common areas, meeting areas, front desks, kitchens, as well as back-of-house areas.
Surface area disinfection - the already rigorous cleaning of high-touch surface areas will be further enhanced by the increased frequency of cleaning protocols on all surface areas.
A plethora of housekeeping safety and hygiene standards have been enhanced including linen that will be washed at between 40 and 60 degrees to effectively destroy bacteria. Others include:
A food and beverage safety and hygiene strategy will include amongst others:
* Reconfigured seating - we will create seating spacing times i.e. 10 tables at a time, all guests to get 1-hour seating for breakfast, and 1hr 30 minutes seating for lunch and dinner, where applicable, we will comprise 2-meter seating configurations.
* No-touch menus - chalkboards or other display mechanisms will be used to communicate menus thereby ensuring no contact with paper-based menus.
* No buffets - instead breakfast boxes, where possible. An adapted catering solution has been designed and will be customized in accordance with each property.
* Modified 'in-room' dining protocols - are services are available at our properties and will be adapted according to the property type to ensure an uncompromised dining service with minimal contact and adherence to the safety and hygiene regulations.
Where possible, meals and snacks will be individually packaged and will continue to be prepared in highly controlled environments under even stricter hygiene standards.
Professional care and experience
We have defined a clear plan with the assistance to industry organizations at each of our properties for actions in the event on suspected cases. Your safety is our top priority and we have designed protocols that protect your throughout your journey with us. Our health and safety and hygiene strategies are designed to build healthier environments and change behaviours with a view to combat the COVID-19 pandemic and other viruses that pose a risk both now and in the future.
At Elephant Lake we take your safety seriously. We are committed to find the best next-generation hygiene technologies for your protection and are excited at the innovation in the marketplace.
We are there for you, and we will overcome.
At Elephant Lake, we care about the health and safety of every guest and staff member who enters our doors. Your well-being has, and will always be our utmost priority and are fully committed to your protection without compromising the quality of experience when you stay with us.
Our Elephant Lake values are at the heart of our business. These values guide us in our pursuit of delivering authentic and personalized guest-centric experiences.
We remain vigilant, agile to adapt to challenges and changes and are closely monitoring the rapidly changing COVID-19 situation to ensure minimal risk for our guests and staff. We wish to reassure you that we are following the guidelines of our industry organizations in conjunction with the global and local health authorities to be able to respond to any circumstance that presents itself.
As the COVID-19 pandemic situation continues to unfold, its how we choose to face the present challenges that will define our future. These actions, we believe, will reconfigure the legacy for our people and our planet. As a family with family our empathy and shared sense of hope will continue to drive our efforts to ensure a safe environment.
When the time is right, we'll be waiting to welcome you back to our diverse collection of distinctive properties with the warm hospitality you've come to know us for.
We are still here to help!
In need of assistance regarding your reservation? Please send us an email to Elephant Lake Hotel - and St Lucia Lodge - and we'll be in touch as soon as possible.
Deon Steyn - Group General Manager
Elephant Lake Hotel & St Lucia Lodge