At Gaylord Hotels, the health & safety of our guests remain of paramount importance to us.

01 Health & Safety Expertise

Gaylord Rockies Resort, Aurora, CO.

Vanderbilt University Medical Center

02 Our Commitment to Clean

At Gaylord Hotels, we have implemented a multi-pronged approach designed to meet the health and safety challenges presented by COVID-19.

Below is an overview of the key components of our plan:

Gaylord Palms Resort, Kissimmee, FL.

• Technology Innovations
  Enhanced technologies, including the use of electrostatic sprayers in public sprayers and implementing the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention and World Health Organization are being used to sanitize surfaces throughout our hotels.
• Deeper, More Frequent Cleaning

  We have implemented extra-stringent daily cleaning procedures that are focused heavily on high touch areas. In public spaces, Gaylord Hotels has added to its already rigorous cleaning protocols, the requirement that surfaces are treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. Public spaces, including, but not limited to, the lobby, aquatic areas, fitness centers, and meetings and convention spaces, have dedicated staff to sanitize frequently throughout the day. In guest rooms, we have added detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. We also are placing disinfecting wipes in each guest room for guests' personal use.

• Emphasis on Hygiene & Cleanliness

  Each hotel is required to have a hygiene plan. STARS are required to be aware of and follow guidance for personal hygiene, physical distancing and Personal Protective Equipment (PPE). Hand sanitizing stations for guest use are placed in high traffic areas and public spaces.

  For Associates: In accordance with CDC guidance, all Associates in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated Associates in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated Associates will continue to wear face coverings both indoors and outdoors.

  For Guests: As recommended by the CDC, guests are encouraged to wear face coverings indoors regardless of vaccination status in counties identified by the CDC as areas of substantial or high transmission, unless state or local jurisdiction requires a more stringent standard for indoor face covering requirements. Guests not fully vaccinated should wear face coverings and practice social distancing. For local jurisdictions that require more stringent face covering requirements, our resorts continue to stay in compliance with local jurisdiction guidance.

   

   

• Physical Distancing

  Where required by local and state mandates, occupancy limits and seating capacities have been reduced to allow for appropriate social distancing. We have added partitions at select front desks, concierge stands, and food and beverage service lines to provide an extra level of precaution for our guests. For the protection of our guests and STARS, we have implemented "upon request only" housekeeping service at select properties. Masks and gloves are available to all STARS.

• Contactless Service

  Guests can choose to use their phones to check in, access their rooms, make special requests and order room service that is specially packaged and delivered right to the door without contact. These "touchless" services can all be done quickly via the Marriott Bonvoy mobile app. 

• Food Safety Protocols

  At Gaylord Hotels, food handlers and supervisors are trained on safe food preparation and service practices. The company's food and beverage operations are required to conduct self-inspections using its food safety standards as guidelines, and compliance are validated by independent audits. We have also enhanced sanitation guidelines and training videos for STARS that include hygiene and sanitizing practices. In addition, the company has modified operational practices for in-room dining and has designed new approaches to buffets.

• Tailored Options for Meetings & Events

  A comprehensive protocol for cleaning and sanitizing has been designed to keep attendees safe. Where appropriate, these protocols can be adjusted in partnership with our meeting planners. For example, seating capacities and floor plans may be reviewed on an event-by-event basis to ensure adequate physical distancing that follows local fire department, as well as state and local health authority guidelines.  Convention public space attendants are dedicated to regular cycles of sanitization in high-touch point areas. In addition, our industry-leading team of sales and event experts are in place to support meeting planners and attendees in navigating the current meetings landscape.

• STAR Health & Safety

  All STARS are required to have their temperature taken prior to entering their work area. Anyone with a temperature at or above 100.4°F or exhibiting any known symptoms of COVID-19 (following the definition of a reportable illness per the CDC) are not allowed to work. In accordance with CDC guidance, all STARS in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated STARS in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated STARS will continue to wear face coverings both indoors and outdoors. STARS are trained on how to respond swiftly and report all presumed on-property cases of COVID-19 to the local health department. If the property is alerted to a presumptive case of COVID-19 at the resort, the property will work with the local health department to follow the appropriate recommended actions.

06 Public Spaces and Leisure Amenities

Gaylord Texan Resort, Grapevine, TX

• Front Desk/Arrival/Bell Services/Departure
  • Partitions have been installed at select front desks, concierge, and bell stands.
  • Guests are encouraged to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact. Digital Key packets and resort information will be sent to guests' phones. 
  • Electrostatic disinfecting sprayers are being used to sanitize all key public areas.
  • Key cards are sanitized after each use.
  • Bell service is on a request only basis. Attendants will wear appropriate Personal Protective Equipment (PPE) and the bell carts are sanitized after each use. 
• Pool/Waterpark Areas
  Pool/Waterpark Areas

  • Aquatic area attendants are dedicated to regular cycles of guest touch point sanitization.
  • Partitions have been installed at select towel desk/kiosks.
  • Towel desk/kiosks and all other desks and counters are sanitized frequently by hospital-grade disinfectant.
• Relâche Spa
  • For Associates: In accordance with CDC guidance, all Associates in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated Associates in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated Associates will continue to wear face coverings both indoors and outdoors.
  • For Guests: As recommended by the CDC, guests are encouraged to wear face coverings indoors regardless of vaccination status in counties identified by the CDC as areas of substantial or high transmission, unless state or local jurisdiction requires a more stringent standard for indoor face covering requirements. Guests not fully vaccinated should wear face coverings and practice social distancing. For local jurisdictions that require more stringent face covering requirements, our resorts continue to stay in compliance with local jurisdiction guidance.
  • Guests are required to complete a medical check list prior to any service.
  • All guests and providers are required to participate in a hand washing ritual at the beginning of each treatment.
  • All treatments rooms are sanitized after each treatment.
• Fitness Center
  • Public space attendants are dedicated to regular cycles of sanitization.
  • There is signage on all equipment and throughout the facility to remind guests of the requirement to wipe down equipment after use.
• Transportation
  • Drivers and parking booth attendants wear appropriate PPE. 
  • There is frequent sanitation of high-touch points before use and between each ride.
  • Partitions have been installed at select valet stands.
  • For self-parking, ticket dispensers and exit credit card payment machines are sanitized several times throughout the day.

07 Guest Rooms

Gaylord Opryland Resort, Nashville, TN

• Select rooms receive a hand sanitizer and disinfectant wipes. 

• There will be an increased frequency of filter replacements and HVAC system cleaning to filter out air contaminants and maximize fresh air exchange.
• All surfaces are thoroughly cleaned with hospital-grade disinfectants.
• "Upon request only" housekeeping service at select properties.

08 Meetings, Conventions & Events

The following highlights include examples of these protocols:

Gaylord National Resort, National Harbor, MD

Banquet Protocol

• For Associates: In accordance with CDC guidance, all Associates in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated Associates in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated Associates will continue to wear face coverings both indoors and outdoors.
• For Guests: As recommended by the CDC, guests are encouraged to wear face coverings indoors regardless of vaccination status in counties identified by the CDC as areas of substantial or high transmission, unless state or local jurisdiction requires a more stringent standard for indoor face covering requirements. Guests not fully vaccinated should wear face coverings and practice social distancing. For local jurisdictions that require more stringent face covering requirements, our resorts continue to stay in compliance with local jurisdiction guidance.
• Seating capacities and floor plans are reviewed on an event-by-event basis to ensure compliance with physical distancing recommendations from state authorities and the CDC, as well as local fire department regulations. 
• All linen, including underlays, are replaced after each use.

• Disposable cups and glasses are available for all breaks.
• Flatware is provided as a roll-up.

Gaylord Texan Resort, Grapevine. TX

Meeting Space Protocol

• For Associates: In accordance with CDC guidance, all Associates in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated Associates in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated Associates will continue to wear face coverings both indoors and outdoors.
• For Guests: As recommended by the CDC, guests are encouraged to wear face coverings indoors regardless of vaccination status in counties identified by the CDC as areas of substantial or high transmission, unless state or local jurisdiction requires a more stringent standard for indoor face covering requirements. Guests not fully vaccinated should wear face coverings and practice social distancing. For local jurisdictions that require more stringent face covering requirements, our resorts continue to stay in compliance with local jurisdiction guidance.
• Seating capacities and floor plans are reviewed on an event-by-event basis. This will ensure compliance with physical distancing recommendations from state authorities and the CDC, as well as local fire department regulations. 
• Multiple general sessions/breakout tracks can be implemented for groups to limit mass numbers together at one time (when available).
• Convention public space attendants are dedicated to regular cycles of guest touch point sanitization. High-touch points such as conference room doors, light switches and other equipment are sanitized after each group's use.

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09 Restaurants & Bars

To minimize risk, we have modified access to menus to include digital menus and disposable printed menus at select locations.

Specific actions and protocols include, but are not limited to, the following:

Gaylord Rockies Resort, Aurora, CO

• Partitions have been installed at select host stands.
• Restaurant attendants are dedicated to regular cycles of guest touch point sanitization.

• Digital menu options are available via mobile device in select locations to limit printed menus.
• Outlets are offering take out menus, grab-and-go offerings, or counter service where appropriate.
• Hand sanitizer stations are placed at the entrance to each outlet.
• All food and beverage STARS are fully trained and compliant in food safety training and protocols.

10 STAR Initiatives

Here are ways we are supporting them:

New & Ongoing Training

In addition to training on housekeeping and hygiene protocols, STARS have also completed enhanced COVID-19 awareness training, with more comprehensive training for STARS with frequent guest contact including housekeeping, food & beverage, public area attendants, hotel operations and loss prevention.

Temperature Checks

All STARS are required to have their temperature taken prior to entering their work area. Anyone with a temperature over 100.4°F or exhibiting any known symptoms of COVID-19 will not be allowed to work.

Hand Hygiene

Frequent and proper handwashing practices and utilization of hand sanitizers are both vital to help combat the spread of viruses. In our daily meetings, our STARS are reminded that cleanliness starts with this simple act.

Personal Protective Equipment (PPE)

Appropriate PPE - masks and gloves - are provided and are required to be worn by STARS based on their role and responsibility, as well as in adherence to state and local guidelines. STARS will also be trained on proper use and disposal of PPEs.

Real Time Information

Gaylord Hotels corporate and regional teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

11 Special Events at Gaylord Hotels

Wildlife Rescue at Gaylord Hotels

General

• Ticket sales are now contactless, with physical box offices being replaced with virtual box offices.
• Advance ticket purchases/reservations are required to limit event capacity.
• Mobile tickets are in use, along with ‘touch free' ticketing scanners at events.
• Crowd sizes are limited with guest capacity set in accordance with local and regional regulations.
• For Associates: In accordance with CDC guidance, all Associates in counties identified by the CDC as areas of substantial or high transmission - regardless of their vaccination status - are required to wear a face covering while indoors. Fully vaccinated Associates in hotels that are not designated as an area of substantial or high transmission continue to have the option to wear face coverings while working. All unvaccinated Associates will continue to wear face coverings both indoors and outdoors.
• For Guests: As recommended by the CDC, guests are encouraged to wear face coverings indoors regardless of vaccination status in counties identified by the CDC as areas of substantial or high transmission, unless state or local jurisdiction requires a more stringent standard for indoor face covering requirements. Guests not fully vaccinated should wear face coverings and practice social distancing. For local jurisdictions that require more stringent face covering requirements, our resorts continue to stay in compliance with local jurisdiction guidance.
• More frequent cleaning using enhanced technologies and hospital grade disinfectants.
• High frequency cleaning rotation for surfaces, rope and stanchion poles, door handles and other applicable areas, following the hotel cleaning standards of high-touch areas. 
• Partitions are installed at select point of sale stations. 
• Hand sanitizing stations are installed throughout the resort and attractions. 
• All STARS wash hands frequently.
• All STARS have completed enhanced COVID-19 training.
• Any props or interactive spaces/elements (e.g. escape rooms, skates) are sanitized between every use.

Event-Specific

• Shows & Performances:

  • Performers will be distanced from guests according to local and state guidelines.
  • Seats are sanitized between each show.

• Craft Studio

  • Select booking and supplies tables have plexiglass shields between STARS and guests.
  • Tables are wrapped with disposable coverings, which are replaced after every use and all tables and chairs are sanitized between guests.

• Escape Room

  • Escape Room is sanitized thoroughly with hospital grade disinfectant between each group. The room is also sanitized with our electrostatic sprayers.
  • Hand sanitizer is available for guest use before and after the experience.

• Carriage Rides

  • Private rides only available to one group/family.
  • Carriage cleaned after every ride.

• Outdoor attractions

  • Timed tickets sold in one-hour increments to control crowds.
  • Access-controlled environment to ensure compliance with occupancy guidelines.
  • Hand sanitizers placed around the attraction.