Hilton Garden Inn Milwaukee Airport
ARRIVAL 
What services do you intend to have for guests bringing their vehicles?
- Onsite self-parking
- Off-site self-parking
Will your hotel have bell staff?
- No
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
- Guests required to wear 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
- Temperature check for staff
HOUSEKEEPING
What will be the new housekeeping protocols?
- All stayover service is by request only. Delivered items will be left outside of the door unless requested to be brought into the room.
How frequently will housekeeping be cleaning public areas of the hotel?
- Restrooms and public spaces to be cleaned every 30 – 45 minutes as well as touchpoints (call buttons, phones, door handles etc)
How often will lobby and other common space furniture be cleaned? (e.g. chairs, end tables, center tables, couches, etc.)
- Please see above
How frequently will towels and bed linens be changed?
- Changed every 3 days, unless requested otherwise
What is the property’s plan for cleaning other necessary items in rooms, such as remote controls or telephones?
- Everything is cleaned with EPA certified chemicals, and inspected by a manager
Will single-use paper and plastics be used?
- Yes
What, if any, sustainability practices will still be in place?
- Recycling
How will each room be prepared between guests?
- Rooms are fumigated and cleaned with EPA certified chemicals and left to sit for 48 hours prior to guest arrival
How long will a room sit empty before being cleaned?
- 24 hours
How long will a room sit empty before checking another guest in?
- 48 hours
FOOD AND BEVERAGE
Which of your restaurants will be open and what will their hours be?
- Food service : Monday- Thursday 7am-10pm
Bar service until 2am
What new processes will be in place to ensure restaurant spaces are adequately sanitized and disinfected?
- EPA certified chemicals are used to clean all surfaces. All tables have been spaced to ensure social distancing.
When and how frequently will restaurants be deep cleaned?
- Twice daily
How will menu items be presented?
- Disposable paper menus
Will there be Grab and Go menu options?
- No
Will room service be available?
- Yes – Call to place order from room, food delivered in front of door. Guest call for pick up and place tray in front of door
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?
- All CDC guidelines are being trained and practiced. Property specific protocols have been created and are active.
What protocols will the property have in place for guests?
- Social distancing
- Mask requirements
What protocols and policies will the property have in place for staff?
- COVID-19 sick-leave requirements
- Frequent handwashing
- Gloves requirements
- Mask requirements
- Reporting cold- or flu-like symptoms and refraining from work
- Social distancing
- Temperature and/or other well-being checks
- 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
- Front desk
- Guest Services (onsite)
- Sales
What plan does your property have to respond to an individual who will not abide by the safety protocols put in place (e.g. refusal to wear a mask)?
- We will refuse service to the guest.
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 – Bob Lambert, General Manager
Has your hotel modified its Emergency Action Plan?
- Yes – Created a COVID-19 user manual
Has your egress plan been modified?
- No
Has your hotel modified its Manager On-Duty guidelines?
- No
ADDITIONAL PUBLIC AREAS
What items will your property have readily available in public spaces?
- Hand sanitizer
- Masks
- Gloves
How will the hotel monitor the amount of people in elevators/waiting to get on elevators?
- Signage along with the elevators being monitored by front desk due to its proximity
How will the hotel monitor the amount of people in elevators/waiting to get on elevators?
- Signage in elevators & lobby
Will the occupancy of elevators be limited to a percentage of normal capacity?
- Yes – 2 people per elevator
How often will public restrooms be cleaned?
- Every 30- 45 minutes
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?
- Yes – Front desk will monitor
Will your hotel’s gym/workout facility be open?
- Yes – Disinfect all surfaces and machinery hourly
Will your hotel’s business center be open?
- Yes – Disinfect all surfaces frequently (checking every 30 mins).
IN-HOUSE MEETINGS/MEETING SPACE
Will you allow separate meeting/conference registration to be set up in your lobby?
- No
Does your hotel offer full food and beverage service for meetings/conferences?
- Yes
How will banquet service take place?
- No buffets, plated meal options only.
Will there be disposable silverware?
- Yes
Will buffets be an option?
- No
How will meeting rooms be sanitized between sessions?
- Room to be sanitized and reset by members of the staff per meeting agenda. Disinfected and wiped down by housekeeping/banquet staff
Will the hotel require longer breaks between sessions in order to provide enough time to disinfect seats?
- Yes
How will AV equipment (including microphones, clickers, and podiums) be sanitized between users?
- Disinfected and wiped down by housekeeping/banquet staff
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?
- Masks to be worn unless eating or drinking. Every point of engagement with a hotel member-guest needs to put a mask on. Maintain 6 feet of separation. We are also moving meetings to larger spaces to accommodate 6 feet of separation. For u shape or classroom set up, we are enforcing a 1 guest per 6 ft table.
MISCELLANEOUS
What in-room amenities do you currently provide?
- Mini bar
- Coffee maker
- WiFi
- Alarm clock
- Iron/ironing board
- Robes
- Blow dryer
- Soap, lotion, conditioners
Will standard items be removed from rooms such as coffee pots, minibar options, iron, glassware, refillable shampoo/body wash?
- No – They are cleaned by housekeeping and then cleaned again by Director of Ops upon room inspection
How will the hotel monitor the number of people in each hotel room?
- Verify number of people upon check-in
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
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?
- Call emergency services. Guest is isolated in their room until EMS arrives and escorted off-premise. Follow CDC guidelines thereafter.
Will symptomatic guests be forced to vacate the property?
- Yes
Will symptomatic guests be isolated/nearby guests relocated?
- Yes
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?
- Yes
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