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 testing of electrostatic 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 touchpoint 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 & 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 will be required to have a hygiene plan. STARS will be required to be aware of and follow for personal hygiene, physical distancing and Personal Protective Equipment (PPE), in compliance with all federal, state and local public health guidance. Hand sanitizing stations for guest use will be placed in high traffic areas and public spaces.

• Physical Distancing

  We are using signage throughout our hotels to remind guests to maintain social distancing protocols and have removed or re-arranged furniture to allow more space for distancing. In compliance with local and state mandates, occupancy limits and seating capacities have been reduced to allow for appropriate social distancing. We have added partitions at front desks, concierge stands, and food and beverage service lines to provide an extra level of precaution for our guests; and, have implemented line management initiatives to reinforce proper social distancing. For the protection of our guests and STARS, we have implemented "upon request only" housekeeping service and no STARS are permitted into guest rooms while a guest is present unless for emergency reasons. 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, sanitizing, and maintaining physical distancing 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. This may include density reduction in meeting rooms and exhibit hall spaces. Convention public space attendants are dedicated to regular cycles of high-touch point sanitization areas and electrostatic sprayers are being used in meeting, conference and tradeshow spaces. 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. 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
  • A lobby greeter will welcome guests and provide guidance on proper check-in procedures, encouraging guests to utilize the Marriott Bonvoy app for mobile check in and mobile key. They will also ensure social distancing measures are followed.
  • Partitions have been installed at all front desks, concierge, and bell stands.
  • Every other front desk station will be available in order to maintain distancing.
  • Stanchions and floor decals will provide six-foot social distancing intervals and delineators to properly space guests for line management.
  • 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/resort information will be sent to guests' phones. 
  • Paper folios and shared items (for example, pens) have been eliminated.
  • Electrostatic disinfecting sprayers are being tested to sanitize all areas in the public areas.
  • Key cards are sanitized after each use.
  • Signage is posted to explain elevator capacity to adhere to social distancing procedures.
  • 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. When delivering luggage to the guest's room, it is delivered after the guest is in the room in order to ensure social distancing.
• Pool/Waterpark Areas
  Pool/Waterpark Areas

  • Aquatic area attendants are dedicated to regular cycles of guest touch point sanitization.
  • Lounge chairs are spaced out and/or removed from service to maintain social distance.
  • Partitions have been installed at towel desk/kiosks.
  • Cloth chair cushions have been removed.
  • Signage is being used throughout pool areas, slide entrances, and pool dining areas to remind guests to maintain social distancing protocols.
  • Towel desk/kiosks and all other desks and counters are sanitized frequently by hospital-grade disinfectant.
• Relâche Spa
  • Face masks are required throughout the spa with the exception of facial treatments.
  • 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.
  • Providers will wear appropriate personal protective equipment based on the service being performed.
  • All treatments rooms are sanitized after each treatment.
• Fitness Center
  • Public space attendants are dedicated to regular cycles of sanitization.
  • Every other fitness machine is out of order to allow for social distancing between guests.
  • There is signage on all equipment and throughout the facility to remind guests of the requirement to wipe down equipment after use.
  • Electrostatic disinfecting sprayers are being tested to sanitize all areas in the fitness center.
• Transportation
  • Drivers and parking booth attendants wear appropriate PPE. 
  • Seating arrangements and capacity adjustments have been implemented to limit capacity and allow for space between riders. For example, buses will be loaded from back to front and each guest will sit on the window seat on the left and right side skipping every other row. For town cars and SUVs, no more than four guests are permitted per SUV and no more than two guests are permitted per sedan (unless from same household). Guests will not be permitted in the front passenger seat.
  • There is frequent sanitation of high-touch points before use and between each ride.
  • Partitions have been installed at all 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

• Each room receives a hand sanitizer and disinfectant wipes. Any additional amenity requests are left outside the guest room in a sealed container.

• Non-essential amenities, such as non-disposable glass wear, have been removed from the room.
• 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
• STARS are not permitted into the guest's room while a guest is present unless for emergency reasons. Masks and gloves are made available to all STARS.

08 Meetings, Conventions & Events

The following highlights include examples of these protocols:

Gaylord National Resort, National Harbor, MD

Banquet Protocol

• 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.

• Buffets and coffee break stations are attended and guest serving utensils will be replaced frequently.
• Prepackaged food on coffee breaks and individually packaged beverages (no pitchers or carafes) are served.
• Partitions for food service lines have been installed.
• Disposable cups and glasses are used for all breaks.
• Flatware is provided as a roll-up.
• Butler passed food and beverage may be suspended.
• Preset food and drinks are restricted.

Gaylord Texan Resort, Grapevine. TX

Meeting Space Protocol

• 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 will be 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.

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

Gaylord Rockies Resort, Aurora, CO

• Seating capacities, floor plans, and occupancy limits are limited to expand distance between diners and in compliance with state and local mandates.
• Hostess and managers manage physical distance and entries, waiting areas, and queues (in addition to signage). Peak period queuing procedures will be implemented when guests are not able to be immediately seated.

• Partitions have been installed at all host stands.
• Electrostatic sprayers are being tested to sanitize all restaurants and bars every night.
• High-touch points are sanitized throughout the day.
• Bars, tables and chairs are sanitized between each seating.
• Restaurant attendants are dedicated to regular cycles of guest touch point sanitization.
• Digital menu options are available via mobile device to limit printed menus.
• Outlets will offer take out menus, grab-and-go offerings, or counter service where appropriate.
• Check presenters, votives, pens, and all other reusable guest contact items are sanitized after each use.
• 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 will also complete 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 will be 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 will be reminded that cleanliness starts with this simple act.

Personal Protective Equipment (PPE)

Appropriate PPE - masks and gloves - will be provided and will be 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 will be 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 ‘contactless' ticketing scanners at events.
• Social distancing is encouraged with floor decals and signage throughout the queue lines and attractions.
• Crowd sizes are limited with guest capacity set in accordance with local and regional regulations.
• Masks are required to be worn by all STARS and guests in all public indoor spaces throughout the resort, including events and attractions.
• 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. 
• Sneeze guards are installed at point of sale stations. All pens and multi-use items are sanitized between uses.
• Hand sanitizing stations are installed throughout the resort and attractions. 
• All STARS wear gloves and wash hands frequently.
• All STARS have completed enhanced COVID-19 training.
• All food and beverage operations within the attractions operate using specific protocols including table spacing, social distancing, enhanced cleaning protocols and other health and safety measures.
• Character meet & greets incorporate social separation with no direct physical contact.
• Additional space is provided for queue lines and floor decals and/or signage encourage social distancing while in line.
• All performers are masked and distanced from guests, according to local and state guidelines
• 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.
  • Mask guidelines will be followed.
  • No contact between guests and performers.
  • Socially distanced seating for attendees or, if standing room only, social distance floor decals spaced out according to state and federal guidelines.
  • Seats sanitized between each show.

• Craft Studio

  • Tables are staged at least 6 feet apart and guests are seated to avoid walking next to other occupied tables
  • Private groups of up to 4 are seated on individual tables
  • Booking and supplies tables have plexiglass shields between STARS and guests
  • Access to the ticket/check-in area limited to one person at a time. All other family/group members will be escorted and seated at a table
  • Access to the supplies table limited to one person at a time
  • Tables are wrapped with disposable coverings, which are replaced after every use and all tables and chairs are sanitized between guests

• Escape Room

  • Maximum group sizes of 4-8 people allowed.
  • Only tickets guests area allowed in the sterile environment. No spectators allowed.
  • Escape Room is sanitized thoroughly with hospital grade disinfectant between each group. The room is also sanitized twice a day with our electrostatic sprayers.
  • All paper clues have been removed and replaced with laminated alternatives that are sanitized between guests.
  • 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

  • Trained STARS throughout the attraction to stroll and monitor so that social distancing is observed between groups
  • timed tickets sold in one-hour increments to control crowds and allow for proper social distancing
  • Access-controlled environment to ensure compliance with occupancy guidelines
  • Hand sanitizers placed around the attraction
  • Additional space for queue lines to ensure social distancing