Hyatt Regency Milwaukee
ARRIVAL 
What services do you intend to have for guests bringing their vehicles?
- Off-site self-parking
If valet parking is available, what processes will be in place to ensure cleanliness?
- Valet parking services are currently suspended due to lower hotel occupancy. Proper PPE and CDC guidelines will be followed when the service is resumed.
Will your hotel have bell staff?
- Yes
If so, what will the process be? (For example: will bags be delivered to rooms? How will bags be sanitized before and after?)
- Bell Staff services will be resumed for the DNC. Proper PPE and CDC guidelines will be followed.
How will the property facilitate the ability to provide tips at guests’ discretion?
- Cash
- Credit
FRONT DESK
How will the front desk be set up compared to normal operating procedures?
- Hand sanitizer for desk agents
- Hand sanitizer for guests
- Desk agents wearing masks or other PPE
- Protective barrier/sneeze shield installed at the front desk
- Social distancing markers at check-in lines
- Social distancing markers throughout the lobby
- Mobile check-in
- Mobile room key
HOUSEKEEPING
What will be the new housekeeping protocols?
- Guest rooms are held at a minimum of 48 hours after the prior guest has departed
- Housekeepers are trained on the new AIM Cleaning procedures, focusing on 13 high-volume touchpoints in each room
- Cleaning products used are all Ecolab approved to kill virus and protect guests and staff
- All unnecessary materials have been removed from the room and are by request only in an effort to reduce touchpoints
- All housekeeping staff have been provided with proper PPE to ensure safety
How frequently will housekeeping be cleaning public areas of the hotel?
- Currently due to low occupancy public areas are cleaned 4 times per shift. Once we have higher occupancy and during the DNC the frequency will grow to adhere to the CDC guidelines and ensure the safety of our staff and guests.
How often will lobby and other common space furniture be cleaned? (e.g. chairs, end tables, center tables, couches, etc.)
- Currently, due to low occupancy, public areas are cleaned 4 times per shift. Once we have higher occupancy and during the DNC the frequency will grow to adhere to the CDC guidelines and ensure safety of our staff and guests.
How frequently will towels and bed linens be changed?
- Currently, stayover service is not being provided. Sheets and towels can be requested and will be delivered in a contactless method and dirty linen and towels can be picked up outside of the guest rooms in a bag provided in the guest room. This process is subject to change as we receive more guidance from our Corporate team and CDC. If stayover service is important to the DNC, we can discuss the option of offering a form of stayover service that ensures safety to the guests and staff.
What is the property’s plan for cleaning other necessary items in rooms, such as remote controls or telephones?
- High-touch items (Remote controls, door handles, telephones, etc.) are all highlighted in the new AIM cleaning procedures, Aimbridge Hospitality’s approach to cleaning in a post-COVID-19 environment, that focuses on the 13 high volume touchpoints in each room. The housekeeping team has been provided with certified using Ecolab recommended products to ensure the safety of the guests and staff.
What, if any, sustainability practices will still be in place?
- All previous sustainability practices remain intact.
How will each room be prepared between guests?
- Guest Rooms are held at a minimum of 48 hours after prior guest has departed. Housekeepers are trained on the new AIM Cleaning procedures, Aimbridge Hospitality’s approach to cleaning in a post-COVID-19 environment, that focuses on the 13 high volume touchpoints in each room. Cleaning products used are all Ecolab approved to kill virus and protect guests and staff. In addition, all unnecessary materials have been removed from room and are by request only in an effort to reduce touchpoints. All housekeeping staff have been provided with proper PPE to ensure safety.
How long will a room sit empty before being cleaned?
- Guest Rooms are held at a minimum of 48 hours after prior guest has departed.
How long will a room sit empty before checking another guest in?
- Rooms will be available for guest check-in, after rooms have been unoccupied for a minimum of 48 hours and after the room has been cleaned by a housekeeper following the new AIM Cleaning procedures outlined in the above questions.
FOOD AND BEVERAGE
Which of your restaurants will be open and what will their hours be?
- Our newly opened and renovated full-service Starbucks located in our front lobby is currently operating 7AM – 2PM daily. Shortened hours are currently in place due to lower occupancy numbers. Once occupancy has increased and during the DNC hours of operation will increase to 6AM – 7PM daily.
What new processes will be in place to ensure restaurant spaces are adequately sanitized and disinfected?
- Following our new AIM Cleaning procedures and increasing frequency in cleaning public and staff areas. Currently the dining area is closed and minimal contact to-go orders are available.
When and how frequently will restaurants be deep cleaned?
- Currently due to low occupancy the restaurant areas are deep cleaned 4 times per shift. Once we have higher occupancy and during the DNC the frequency will grow to adhere to the CDC guidelines and ensure safety of our staff and guests.
How will menu items be presented?
- Online, guest’s mobile device
- Display boards
Will there be Grab and Go menu options?
- Yes – To-go options will be offered in disposable containers and silverware packets. Stations will be serviced with minimal/ no contact.
Will room service be available?
- No
Will your gift or sundries shop be open?
- Yes
Would you consider having masks and gloves available for purchase?
- Yes
STAFF
Can you give us an overview of your COVID-19 training program?
- AIM Cleaning procedures, Aimbridge Hospitality’s approach to cleaning in a post-COVID-19 environment, that focuses on the 13 high volume touchpoints, and upgraded cleaning and sanitizing processes. All staff members have been trained and provided with the proper PPE to ensure guest and staff safety. As the CDC continues to release more information regarding COVID-19, our processes in place will continue to evolve to ensure safety.
What protocols will the property have in place for guests?
- Social distancing
What protocols and policies will the property have in place for staff?
- COVID-19 sick-leave requirements
- Frequent handwashing
- Gloves requirements
- Mask requirements
- Other PPE requirements
- Reporting cold- or flu-like symptoms and refraining from work
- Social distancing
- Use of alcohol-based hand sanitizer
Will social distancing procedures be based on federal, state, and/or local mandates?
- Yes
Which staff will be increased in order to maintain new standards?
- Housekeeping
- Guest Services (phone/virtual)
- Other: As occupancy continues to increase, the staffing numbers will increase as well.
Will staff be trained in de-escalation?
- Yes
Will other methods be used (e.g. onsite security or request for law enforcement in extraordinary situations)?
- Yes
Will your property appoint a single individual to be designated as the primary contact responsible for infection mitigation and implementation of COVID-19 related protocols?
- Yes – Several of our Executive Committee staff will share responsibility.
Has your hotel modified its Emergency Action Plan?
- No – we are in the process of updating our current Emergency Action plan.
Has your egress plan been modified?
- No
Has your hotel modified its Manager On-Duty guidelines?
- Yes – We have increased coverage by including our Executive Committee Members to ensure coverage at all times.
ADDITIONAL PUBLIC AREAS
What items will your property have readily available in public spaces?
- Hand sanitizer
- Masks (at front desk)
How will the hotel monitor the number of people in elevators/waiting to get on elevators?
- Signage is posted throughout the hotel advising guests to practice social distancing.
Will the occupancy of elevators be limited to a percentage of normal capacity?
- Not at this time
How often will public restrooms be cleaned?
- Currently, due to low occupancy, all public restrooms are closed. Once occupancy increases and during the DNC, dedicated staff will be assigned to follow AIM Cleaning Procedures.
Will the occupancy of public restrooms be limited to a percentage of normal capacity?
- No
Will staff monitor any queues which develop outside the restrooms to ensure social distancing?
- Staff will not monitor at this time. Signage is posted throughout the hotel advising guests to practice social distancing.
Will your hotel’s gym/workout facility be open?
- Yes
What will your new cleaning process be for this space?
- Currently, due to low occupancy, our workout facility is closed. Once occupancy increases and during the DNC, dedicated staff will be assigned to follow AIM Cleaning Procedures.
Will your hotel’s business center be open?
- Yes
What will your new cleaning process be for this space?
- Currently, due to low occupancy, the business center is cleaned 4 times per shift. Once we have higher occupancy and during the DNC the frequency will grow to adhere to the CDC guidelines and ensure safety of our staff and guests.
IN-HOUSE MEETINGS/MEETING SPACE
Will you allow separate meeting/conference registration to be set up in your lobby?
- Yes – Signage is posted throughout the hotel advising guests to practice social distancing.
Does your hotel offer full food and beverage service for meetings/conferences?
- Yes
How will banquet service take place?
- Buffets will not be offered at this time. Grab and go stations and plated options are available on our newly updated ServeSafe catering menus. Events will be serviced by staff with minimal/ no contact.
Will there be disposable silverware?
- Yes
How will meetings rooms be sanitized between sessions?
- Banquet Staff and Convention Services staff are trained on the new AIM Cleaning procedures, Aimbridge Hospitality’s approach to cleaning in a post-COVID-19 environment, that focuses on the 13 high volume touchpoints when cleaning meeting rooms and equipment. Cleaning products used are all Ecolab approved to kill virus and protect guests and staff. All Banquet Staff and Convention Services Staff have been provided with proper PPE.
Will the hotel require longer breaks between sessions in order to provide enough time to disinfect seats?
- No
How will AV equipment (including microphones, clickers, and podiums) be sanitized between users?
- A/V staff are trained on the new AIM Cleaning procedures, Aimbridge Hospitality’s approach to cleaning in a post-COVID-19 environment, that focuses on the 13 high volume touch points when cleaning meeting rooms and equipment. A/V Staff will work directly with Event Contacts to coordinate supplies and times for cleaning between users. Cleaning products used are all Ecolab approved to kill virus and protect guests and staff. A/V Staff have been provided with proper PPE to ensure safety.
Are physical handouts and swag allowed?
- Yes
What guidelines can our organizers model to help guests observe proper social distancing at receptions and networking events?
- Event Contacts will be encouraged to follow CDC guidelines regarding proper social distancing. Signage is posted around the hotel encouraging guests to social distance. Our Event Planners will work directly with the Event Contacts to design room setups that promote social distancing.
MISCELLANEOUS
What in-room amenities do you currently provide?
- Bottled water
- Bathroom amenities (soap, body lotion, shampoo, conditioner)
- Available upon request:
- Baby shampoo
- Bath soap
- Coffee
- Condiments/cups
- Combs
- Cotton balls
- Deodorant
- Hair brush
- Hair spray
- Hand lotion
- Laundry bag
- Lint mitt
- Make-up remover
- Mouthwash
- Nail polish remover
- Razor
- Sanitary products
- Sewing kit
- Shaving cream
- Shoe horn
- Shoe mitt
- Shower cap
- Shower gel
- Slippers
- Tea
- Toothbrush/toothpaste
- Vanity kit (Q-tips, emery board, cotton pads)
- Wine opener
- Woolite
- Available to borrow/purchase
- Phone/computer charger
- Curling iron
- Flat iron
- Foam pillow
- Hair dryer
- Lightened make-up mirror
- Power adapter
- Robe
- Steamer
- Tea kettle
Will standard items be removed from rooms such as coffee pots, minibar options, iron, glassware, refillable shampoo/body wash?
- Yes – Coffee Pots and Glassware have currently been removed from guest rooms. If these items are important to the DNC to have in guest rooms, we can discuss the possibility of returning these items to rooms.
How will the hotel monitor the number of people in each hotel room?
- The hotel is reliant on the number of guests registered to a guest room. Social distancing is encouraged to be practiced by guests.
Will the hotel disallow more than single or double occupancy for rooms where the occupants do not already live together?
- No
Will the hotel still offer shuttle services?
- No
Will the hotel have any limits on the number of floors or rooms opened at one time?
- All floors open – Due to current occupancy levels, we have reduced the number of floors. For the DNC all guest room floors will be open.
If your property does learn that a guest has tested positive, presumptive positive, or is exhibiting symptoms of COVID-19, what is the response protocol?
- Due to the current direction given by Aimbridge Hospitality and current processes in place, guests will not be forced to leave the property. Construction of our building prevents cross ventilation between guest rooms. Cleaning procedures will follow the AimClean procedure as outlined above in the Housekeeping section of this document.
Will symptomatic guests be forced to vacate the property?
- No
Will symptomatic guests be isolated/nearby guests relocated?
- No
Will warning signage be placed near a room occupied by a symptomatic guest?
- No
Will your property contact health officials?
- Yes
Will your property notify the group’s contacts (DNCC) of this incident and who is involved?
- No
Will your property conduct contact tracing and notify other impacted guests?
- No
Will your property initialize heavy sanitation of all common spaces, entryways, and other public property areas where the symptomatic guests have been?
- Yes