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

The COVID-19 pandemic has required us to raise our demanding standards to an even higher level with new protocols for the current circumstances. We have elevated our cleanliness standards and are changing hospitality norms. As a part of Marriott International's family, we have put in place a multi-pronged approach designed to meet the health and safety challenges presented by COVID-19 as outlined in Marriott's Commitment to Clean. These protocols will continue to adapt to current needs, in consultation with federal, state and local authorities and health experts.

01 Health & Safety Expertise

Marriott's Global Cleanliness Council consists of in-house and outside experts in food and water safety, hygiene and infection prevention, and hotel operations.

Gaylord Rockies Resort, Aurora, CO.

This council is continually working to develop a new generation of global hospitality cleanliness standards, norms and behaviors for our more than 7,300 properties around the globe. The Council is chaired by Ray Bennett, Chief Global Officer, Global Operations, Marriott International, and will benefit from knowledge and input from both in-house and outside experts including senior leaders from across Marriott disciplines like housekeeping, engineering, food safety, occupational health and associate wellbeing.

The Council also includes advisory members Dr. Ruth L. Petran, Senior Corporate Scientist, Food Safety & Public Health for Ecolab, a global leader in water, hygiene and infection prevention solutions and services; Dr. Michael A. Sauri, Infectious Disease Specialist at Adventist Healthcare; Dr. Richard Ghiselli, Head of the School of Hospitality & Tourism Management at Purdue University; and Dr. Randy Worobo, Professor of Food Microbiology in the Department of Food Science at Cornell University.

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 implemention 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 are sanitized frequently throughout the day. In guest rooms, we have added detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. Disinfecting wipes are available for guests upon request.
Contactless Service

Guests can choose to use their phones to check in, access their rooms, make special requests and order food for pick-up or delivery to their rooms. 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.
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 complete 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.

03 Gaylord Hotels Technology

We are utilizing the latest technology to ensure a sanitary environment.

Some examples:

Guests can choose to use their phones to check in, access their rooms, make special requests and order food for pick-up or delivery to their rooms. These “touchless” services can all be done quickly via the Marriott Bonvoy mobile app.

Mobile Technology

04 Other COVID-19 Protocols

We have been asked about our specific procedures should we be alerted to a case of COVID-19 at our resort.

Case Notification

All Gaylord Hotels have a dedicated Safety Services team onsite. If the hotel is alerted to a suspected case of COVID-19, the guest will be directed toward appropriate medical care through our staff, who follow the direction of local health authorities. We will then conduct additional cleaning and disinfecting protocols of all areas that the guest may have been in during their visit.

Guest Room Recovery Protocol

In the event there is a guest with a confirmed case of COVID-19, that guest room is removed from service. Similar protocols will be used to address offices and other back of house areas.

05 Specific Actions and Initiatives

Gaylord Opryland Resort, Nashville, TN

The actions listed below are an overview of the specific protocols that have been implemented during this time. Each operating department has its own customized set of procedures and is built upon the guidance and consultation of infectious disease experts in the country. We will continue to refine and update our plan as our experts provide more information.

06 Public Spaces and Leisure Amenities

The frequency of cleaning and disinfecting by staff is increased in all public spaces with an emphasis on high-touch surfaces.

Gaylord Texan Resort, Grapevine, TX

Hand sanitizer stations are prominently placed throughout the resorts.

Front Desk/Arrival/Bell Services/Departure
- Guests are encouraged to use their phones to check in, access their rooms, make special requests and order food for pick-up or delivery to their rooms.
Pool/Waterpark Areas
Pool/Waterpark Areas
- Aquatic area attendants are dedicated to regular cycles of guest touch point sanitization.
- Towel desk/kiosks and all other desks and counters are sanitized frequently by hospital-grade disinfectant.
Fitness Center
- Public space attendants complete regular cycles of sanitization.

07 Guest Rooms

Guest rooms are a place of respite for guests and they need to feel confident that the room is clean and a safe environment.

Gaylord Opryland Resort, Nashville, TN

Hand sanitizer and disinfectant wipes are available upon request.

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.

08 Meetings, Conventions & Events

Our meeting, convention and event attendees are of paramount importance to us and we will partner with you to implement appropriate cleaning and sanitizing protocols to keep attendees, and our STARS, healthy and safe.

The following highlights include examples of these protocols:

Gaylord National Resort, National Harbor, MD

Banquet Protocol

All unvaccinated Associates are required to wear face coverings when indoors.

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

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, 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.

09 Restaurants & Bars

In response to the current environment, Gaylord Hotels is following enhanced sanitation guidelines and utilizing food safe trainings for all hosts, servers, food runners, and chefs.

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

Gaylord Rockies Resort, Aurora, CO

Restaurant attendants complete regular cycles of guest touch point sanitization.

Digital menu options are available via mobile device in select locations.
Outlets are offering online ordering and delivery to room via A La Carte.
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

Our STARS - health, safety and knowledge - are essential for an effective cleaning program.

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.

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.

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

For over three decades, Gaylord Hotels has become legendary for providing magical holiday events and seasonal activities for visitors of all ages, and this year is no exception. Our special events and activities have all been redesigned to deliver the same extraordinary experience while integrating new, enhanced health and safety measures. Specific protocols vary per attraction and include, but are not limited to, the following:

Kids in masks in front virtual reality elephant for photo opp

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.
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.
Hand sanitizing stations are installed throughout the resort and attractions.
All STARS wash hands frequently.
All STARS have completed enhanced COVID-19 training.

Event-Specific

Shows & Performances:
- Performers will be distanced from guests according to local and state guidelines.
- Seats are sanitized between each show.
Craft Studio
- 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.