1

THINKING FORWARDHOTEL OPERATIONS IN THE COVID-19 ERA

2

Our Partners

To ensure that all our sanitation processes were implemented to the highest protocol, we are extremely proud to announce that Armani Hotel Milano will be the first hotel in Northern Italy to partner with Bureau Veritas Group, a world leader in terms of quality, health and safety, environmental protection and social responsibility.

CHECK HERE THE STATUS OF THE LABEL

Table of Contents(Linked to the respective pages)

ARRIVAL 05 HOTEL ENTRANCE 08 RECEPTION 09 ELEVATORS 11

GUEST ROOMS 14 F&B 17 KITCHEN 23 LEISURE 25 BUSINESS 27 MEETING ROOMS 28

DEPARTURE 31 OTHER GUIDELINES 33 EQUIPMENT & AGENTS 35

3

4

Guest Journey Roadmap6 Main Touchpoints

ARRIVALJOURNEY OF THE GUEST

FROM THE ARRIVAL AT THE HOTEL TO THEIR ROOM

ROOMSMEASURES TAKEN TO KEEP ROOMS

SAFE AND SANITISED

LEISURE SANITISING AND KEEPING POOLS,

GYMS AND SPAS READY

DEPARTURE ADVANCE CHECKOUTS AND SAFE DISTANCES

FOOD & BEVERAGEJOURNEY AND EXPERIENCE

IN RESTAURANTS

BUSINESSMEASURES TAKEN IN MEETING

AND BUSINESS

5

Guest ArrivalValet Roadmap

VALET TICKET DRIVER’S PPE/DPI

CAR DISINFECTION DRIVER’S HYGIENE PRACTICES

3

1 4

BACK TO CONTENTS

2

P

6

Guest ArrivalValet Roadmap 1/2

CAR DISINFECTION DRIVER’S HYGIENE DRIVER’S PPE/DPI

In case of request, the car can be sanitizedby the parking company,

then it will be disinfected with certified products

and physical valet ticket on arrival and departure

will be provided. Steering wheels are sanitised

after every use.

Drivers to bathe at least once daily. Oral hygiene (brushing

of teeth) is required. Use deodorant to minimise

body odour, clean and trimmed fingernails at all times. Wash hands regularly

and wear PPE/DPI while on duty.

Gloves should be changed when contaminated or every

2 hours. Masks should be changed when contaminated

or every 4 hours. The team is well trained on

how to use PPE/DPI.

BACK TO CONTENTS

VALET TICKET

The physical ticket valet card will be given to the guest.

(Existing method)

7

Guest ArrivalHotel Entrance

BACK TO CONTENTS

MANDATORY TEMPERATURE CHECKS AT ENTRANCE

REVOLVING DOORS WITH MOTION SENSORS

HOTEL DOOR OPENING

SANITISATION OF DOOR HANDLES,SURFACES AND BUTTONS

MINIMISED DEDICATED ENTRY POINTS

8

Hotel Entrance

TEMPERATURE CHECKS DOOR OPENING SURFACE SANITISATION DEDICATED ENTRY POINTS

Temperature checks at the entrance are mandatory

(thermal camera). Guests with temperatures higher than 37.5 are taken

to a dedicated room to be further checked

by a nurse.

Dedicated associates open doors for guests.

Dedicated housekeeping cleaners sanitise door handles, surfaces and buttons every 2

hours with Oasis Pro 20sanitisation spray

The entry points minimised for outside guest access

to have more control over themicroscopic hazard entryto the premise. It is ideal

to have a single main access for the guests and one single

entrance for the staff

BACK TO CONTENTS

9

Guest ArrivalReception

AMBASSADORS’ PPE/DPI

FULLY AUTOMATED SANITISATION STATION

HYGIENE AND SOCIAL DISTANCING MARKINGS

DISINFECTION OF KEYS, PENS,POS MACHINES

AND OTHER EQUIPMENT

❶

➋ ➌

➍

BACK TO CONTENTS

RECEPTION GUIDELINES

10

FULLY AUTOMATEDSANITISATION STATION

HYGIENE AND SOCIALDISTANCING MARKINGS

DISINFECTION OF KEYS, PENS AND MORE AMBASSADORS’ PPE/DPI

Fully automatedsanitisation station

present at the receptionfor guest usage.

The station to have sanitizing gel.

Safety, hygiene andother instructions aregiven to guests whilesignage stands at the

reception are placed asmarks to maintainsocial distancing.

Room keys are disinfectedbefore being given to guests.

Pens being used are sanitised.POS machines and all otherequipment are disinfected

before and after use.

All ambassadors wear masks and gloves, at all times.

Gloves should be changed when contaminated

or every 2 hours. Masks should be changed

when contaminated or every 4 hours. The team is welltrained on how to

use PPE/DPI.

Reception

BACK TO CONTENTS

11

ElevatorsGuidelines followed by guests and ambassadors at elevators

BACK TO CONTENTS

❶ ELEVATOR MARKINGS AND SAFETY GUIDELINES

❷ ELEVATOR BUTTON DISINFECTION

12

Elevators

ELEVATOR MARKINGS AND SAFETY GUIDELINES

ELEVATOR BUTTON DISINFECTION

Safety instructions are placed outside the elevator limiting the number

of guests as per safety guidelines. Elevators are marked to ensure guests

do not face each other.

Buttons inside and outside the elevator,along with floor and other areas will be

sanitised by housekeeping every 2 hours.Hand sanitiser dispensers installed outside elevators on every floor.

BACK TO CONTENTS

13

Guest RoomsMeasures to minimise risk in guest rooms

BED CLEANING AND SANITISATION

OUTSIDE FOOD DELIVERYPROTOCOL

❶ ❹

HAND SANITISERSGUEST ROOM DEEPCLEANING

WATER TESTING AND A/C CLEANING AND DISINFECTION

MONTHLY ICP COMPREHENSIVEDISINFECTION PROGRAM

❷ ❺

❸ ❻

BACK TO CONTENTS

14

Guest Rooms

BED CLEANING ANDSANITISATION

WATER TESTING AND A/CCLEANING AND DISINFECTION

OUTSIDE FOOD DELIVERYPROTOCOL GUEST ROOM DEEP CLEANING

ICP COMPREHENSIVEDISINFECTION PROGRAMME

Beds are cleaned at everynew guest's stay, with steam

vacuum cleaners andMida San 316 FG

Device which will be placed in the room after every

checkout to disinfect theroom. Hand sanitisersare placed at regular

intervals on the floors.

Air and water testing isperformed in rooms tomaintain quality and

avoid bacteriadevelopment and A/C

ducts, filters and grills arecleaned and disinfected

on a regular basis.

Food delivery drivers willhave to use sanitisation station,

get their temperaturechecked to be able to

deliver food to in-houseguests/residents.

After checkout, deepcleaning of the room withOasis Pro 20 on frequently

touched areas such astelephone, remote control,chair and chair handles,table, toilet door handle,

toilet seat, hand wash taps,shower taps, iron machine

and electrical switches.

ICP comprehensiveprogramme to disinfectthe air and the surfaces

on monthly basis in all the rooms

and public areas.

BACK TO CONTENTS

15

Guest RoomsMeasures to minimise risk in guest rooms

SANITISATION NORMS SIGNAGEAROUND HOTEL

HOUSEKEEPING TEAM’S PPE/DPI

❿

ELECTRONIC FEATURESAVAILABLE VIA ROOMIPADS/TVS

HANDLE DISINFECTION

TURN DOWN SERVICESAVAILABILITY UPON REQUEST ⓫ ❼

❽

BACK TO CONTENTS

❾

16

HOUSEKEEPING TEAM’S PPE/DPI

All ambassadors wearmasks and gloves, at all

times. Gloves to be changed when contaminated

or every 2 hours. Masks should be changed

when contaminated or every 4 hours.

The team is well trained on how to use PPE/DPI.

SANITIZATION NORMS SIGNAGEAROUND HOTEL

ELECTRONIC FEATURES VIAROOM IPADS/TVS

Signage highlightingsanitisation norms to befollowed will be placed

around the hotel.

E-newspapers, Laundry,Room Service instructionsand In-Room Dining are

made available via iPads/TVs.

Guest Rooms

TURNDOWN SERVICES

Turndown service isavailable upon request toensure minimal contact.

Guests who requireturndown service needto call our lifestyle team before 5PM to inform

housekeepingaccordingly.

BACK TO CONTENTS

17

RESTAURANT GUIDELINES

TOUCHLESS MENUAND

PAYMENTOUTLET SANITISATION GUEST

SANITISATION STATIONS

TEAM ETIQUETTE

TYPE OF SERVICE

SANITISATION OF RESTAURANT ELEMENTS

RESTAURANT CAPACITY AND SOCIAL DISTANCING

BREAD AND FOOD SERVICE

TEAM’S PPE/DPI

SEALED DRINKS SERVICE

Food & BeverageMeasures to minimise risk in restaurant

BACK TO CONTENTS

18

Food & Beverage

AMBASSADORS’ PPE/DPI

All ambassadors wearmasks. Masks should be

changed whencontaminated or every 4hours. The team is well

trained on how to use PPE/DPI.

CAPACITY

Reduction of seating capacity.

DISTANCE

Maintaining a distance of 1 metre to provide safe distance between guests.

ARRIVAL

Reservations for tables willbe required in order to

avoid crowding.

BACK TO CONTENTS

19

CLEANING SANITISERS PENS CASHIER OUTLET

All high-touch surfacessuch as tables, chairs,

condiments, doorhandles, etc. are

frequently disinfected.

Hand sanitisation desk isallocated in all outlets for

guests to use.

Pens and other equipmentare sanitised

POS and PDQ machines are sanitised before

and after usage.

Machine used to sanitise the air

and outlet twice, daily.

Food & Beverage

BACK TO CONTENTS

20

SEALED DRINKS DISPOSABLE NAPKINS MENU FOOD SERVICE

All open glassware iscovered. Service isperformed in closed

containers.

Pre-packed disposablenapkins along withdisposable gloves

for the staff are used.

Menus will be availablethrough QR code system.This will encourage nocontact with physical

menus.

All food is served coveredwith cloches. Bread isserved in disposable

napkins or in a paper bag,if requested.

Food & Beverage

BACK TO CONTENTS

21

Food & Beverage

PPE/DPI GUEST ITEMS

Proper PPE/DPI (gloves andmasks) made available for

all guests.

Sanitisers and wet wipesare made available for

guests to help sanitise andclean phones/credit cards.

BACK TO CONTENTS

KitchenMeasures to minimise risk in kitchen

KITCHEN GUIDELINES

CLEANING OF ALL FOOD MATERIAL

SPECIAL MENU OFFERING

SOCIAL DISTANCING OF WORK STATIONS

USAGE OF APPROVED KITCHEN SANITISATION AGENTS*SOCIAL DISTANCING

SANITISATION OF KITCHENS AND EQUIPMENT

MINIMUM NUMBER OF AMBASSADORS

BACK TO CONTENTS22

23

Kitchen

LIMITED MANNING DISPOSABLE MINIMAL CONTACT MENU

The number of ambassadorsrequired is limited to a

minimum andambassadors are

organised into teams toreduce interactions

among them.

All ambassadors weardisposable masks, gloves,

hair nets and all othersafety gears when required.

Workstations are placed ina way that ambassadors are

not facing each other andcan maintain appropriate

social distancing.

Run special menus andramp-up in a phased

manner.

BACK TO CONTENTS

24

Kitchen

PRODUCTS SANITISING AGENTS KITCHEN TOOLS

Proper cleaning ofvegetables, meats and allother materials that arerequired in the kitchens.

Kitchens use approvedsanitising agents to disinfect.

All tools get sanitised aftereach use.

BACK TO CONTENTS

25

LeisureMeasures to minimise risk at leisure facilities

GYMS AND EQUIPMENT DISINFECTION AND

EQUIPMENT ROUTINE

CLOSURE OF POOL AREA AND DISINFECTIONPROTOCOL UPON OPENING

BACK TO CONTENTS

26

SANITISATION GYM OUTDOOR WORKOUT

The gym will disinfect the equipment after each

use by means of the Mida San 316 FG

Machine and Oasis Pro 20

To limit the number ofguests in the gym at thesame time, pre-bookingwill be required to allow

social distancing.Free weights and machinesdisinfection several times a

day. Sanitisation standavailable for guest usage.

Alternate options ofworkouts such as walk inthe park are suggested.

LeisureMeasures to minimise risk at leisure facilities

BACK TO CONTENTS

27

6 ❶

6 ❷

❼

6 ❸

❽

6 ❹

❾

6 ❺ ❿

❻

MEETING ROOMCAPACITY

BREAK TIME COORDINATION

USAGE OF DISPOSABLE TABLE NAPKINS

SANITISATION STATION

AMBASSADORS'PPE/DPI

MANNED FOOD STATIONS AND MENU

OFFERING

VIDEO CONFERENCING

MANNED COFFEE MACHINE STATIONS DISINFECTION OF DESKS,

EQUIPMENT AND WORK AREA

EVENT LIVESTREAMING OPTION

BUSINESS

BusinessMeeting Room

BACK TO CONTENTS

28

Meeting Room

CAPACITY SCHEDULES COFFEE FOOD STATIONS CANAPÉS

Reduction in originalcapacity per venue

ensuring no more than50% occupancy, as

outlined by authorities.

Different break times arecoordinated among thedifferent rooms used in

the same day.

Coffee machines aremanned by hotel

ambassadors on duty.

All food items on tables are covered. Individualportions are served.

Food stations to be mannedby chefs.

Pass around canapés are suspended

in order to avoid direct contact with food.

BACK TO CONTENTS

29

Meeting Room

SANITISATION DISINFECTION WORK DESK

Hand sanitiser unit with sanitizing gelis made available.

Each desk, equipment andwork area are disinfected

after guest usage.

Adequate space betweenwork desks is kept.

BACK TO CONTENTS

30

Meeting Rooms

DISPOSABLE TECHNOLOGY LIVESTREAM

Disposable paper napkinsare used instead of linen.

New technology to be madeavailable in events using

video conferencing.

Livestream options are made available

for events to different locations and

countries with highspeedbroadband.

AMBASSADORS’ PPE/DPI

All waiters, waitresses and other ambassadors

on duty wear gloves and masks

during set-up and service.

MARKETING

EDMs/other marketingcollateral to be designed

highlighting the measures.Collateral to include videos.

BACK TO CONTENTS

31

DepartureMeasures to minimise risk upon checkout

ELECTRONIC CHECKOUT

SOCIAL DISTANCING

CROWD SURPLUS

ADVANCE CHECKOUT

SANITISATION

BACK TO CONTENTS

32

Departure

CROWD SURPLUS E-CHECKOUT ADVANCE CHECKOUT SOCIAL DISTANCING MARKS SANITISERS

Separate checkoutarea in case reception

is overcrowded.

Encourage, where possible, the emailing of the bill

and accept online payments.

Guests are advised to inform the team about checkout plans

so that they can be ready for the changes.

Signage stands at thereception are placed as

marks to maintainsocial distancing.

Fully automatedsanitisation station

present at the reception for guest usage.

The station will have sanitizing gel and a disposal bin.

Wet wipes are madeavailable at the reception

for guest usage.

BACK TO CONTENTS

33

Other GuidelinesEssential guidelines to be followed throughout the hotel

DISINFECTION OF ALL INDOOR INDOOR AREAS

DISINFECTION OF METALLIC SURFACES

ICP COMPREHENSIVEDISINFECTION PROGRAMME

WATER TESTING IS PERFORMED EVERY QUARTER

REFERRAL TO WHO AND GOVERNMENT HEALTH AUTHORITIES’ GUIDELINES

BACK TO CONTENTS

34

Other Guidelines

DISINFECTION OF ALL INDOOR AREAS

DISINFECTION OF METALLICSURFACES

REFERRAL TO HEALTHAUTHORITIES’ GUIDELINES QUARTERLY WATER TESTING SANITIZATION PROGRAM

All indoor areas aremopped with

a disinfectant using 1%sodium hypochlorite orphenolic disinfectants.

For metallic surfaceslike door handles,

security locks, keys etc.70% alcohol is used towipe down surfaces

where the use ofbleach is not suitable.

WHO or ISS guidelines are referred

for additional information on appropriatedisinfectants

Water testing isperformed every

quarter.

Programme to disinfectthe air and the surfacesby professional partneron monthly basis in all

the rooms and thepublic areas.

BACK TO CONTENTS

35

Equipment & AgentsA list and description of all equipment used in the different touchpoints

EQUIPMENT AGENTS

BACK TO CONTENTS

TERMOSCANNER

OASIS PRO 20

SIRAFAN SPEED

MIDA SAN 316 FG

DRYSAN OXY

36

THINKING FORWARDHOTEL OPERATIONS IN THE COVID-19 ERA

37

Table of Contents(Linked to respective pages)

AMBASSADOR 37 CLOCK IN 38 SUITE UP 40 UNIFORM 41 LOCKERS 42

DINING 44RECEIVING TOOLS 46SERVICE ELEVATORS 48TRAINING 52

37

38

Ambassador

AMBASSADORS’ TEMPERATURECHECKED

AMBASSADORS’ HEALTH STATUSCHECKED

The temperature control points are set for ambassadors and monitored every

time you enter the hotel.Operating temperature of ambassadors

more than 37.5 ° C are requiredreturn home.

Buttons inside and outsidethe elevator along with floor and other areas

sanitised by housekeepingfrequently.

Hand sanitiser dispensers are installed outside elevators.

BACK TO CONTENTS

39

Clock inMeasures taken to minimise risk during ambassador clock in and out

CLOCK IN

❶

❷

❸CONTACTLESSCHECK-IN

CONTACTLESSCHECK-IN

HAND SANITISATION

BACK TO CONTENTS

40

Clock in

CONTACTLESS CHECK-IN HAND SANITISATION SOCIAL DISTANCING MARKINGS

Contactless check-inmethods are in process

for all ambassadors.

Hand sanitisers areapplied before and

after clocking in and out.

Markings on the floor for social distancing aremade visible at the

clock in/out machines.

BACK TO CONTENTS

41

Suit upGuidelines followed for ambassador uniforms

AMBASSADORUNIFORM

❶ STEAM PRESS SANITISATION OF UNIFORM

❷ REGULAR CHANGE OF MASKS AND GLOVES

❸ SOCIAL DISTANCING WHILE EXCHANGING UNIFORM

BACK TO CONTENTS

42

Ambassador Uniform

STEAM PRESS SANITIZATION OF UNIFORMS

REGULAR CHANGE OF MASKSAND GLOVES SOCIAL DISTANCING

Uniforms are sanitised viasteam press or heat iron

and exchanged daily as a norm.

All ambassadors wearmasks and gloves, at alltimes. Gloves should be

changed when contaminated or every 2 hours. Masks should

be changed whencontaminated or every 8hours. The team is well

trained on how to use PPE/DPI.

Markings on the floor for social distancing aremade visible at the

clock in/out machines.

BACK TO CONTENTS

43

Ambassador LockersGuidelines followed by ambassadors in the locker room

AMBASSADORLOCKERS

❶ SOCIAL DISTANCING AND MAXIMUM CAPACITY

❷ AUDIT VISITS

❸ TRAINING ON SANITISATION ETIQUETTE

BACK TO CONTENTS

44

Ambassador Lockers

SOCIAL DISTANCING AND MAXIMUM CAPACITY AUDIT VISITS

TRAINING ON SANITIZATIONETIQUETTE

Number of employees at the lockers is regulated

with social distancing norms being followed.

Signage reminders on the maximum capacity

maximum capacity are maximum capacity

are made visible.

Senior ambassadors audit staff to make sure hands staff to make sure hands are being

wash properly and when needed

Ambassadors are educated on cough etiquette

and hand washing techniques, verbally and via visible collateral.

BACK TO CONTENTS

45

Ambassador DiningMeasures takenes to minimise risk at staff cafeteria

STAGGERED SHIFTS

EXTENSION OF CAFETERIA HOURS MAXIMUM CAPACITY ALLOCATION

BACK TO CONTENTS

46

Ambassador Dining

STAGGERED SHIFTS MAXIMUM CAPACITYALLOCATIONEXTENSION OF CAFETERIA

HOURS

Shifts are staggered toavoid crowding.

Usage of the cafeteria isrestricted at any given time.

The hours of the cafeteria are extended to allow

for smaller groups. Each ambassador will sanitize

his station after lunch

BACK TO CONTENTS

47

Receiving ToolsGuidelines followed at the receiving area

SANITISATION OF ALL SUPPLIES

VENDOR COMMUNICATION ON EXPECTATION OF HYGIENE STANDARD

USAGE OF WHO AND HEALTH DEPARTMENT

SANITISING AGENTS*

CHANGE OF GLOVES PRIOR TO RECEIPT OF EVERY SHIPMENT

❶ ❸

❷ ❹

BACK TO CONTENTS

48

Receiving Tools

SANITISING SUPPLIES APPROVED SANITISING AGENTS VENDOR COMMUNICATION GLOVES

All supplies fully sanitisedbefore entering the

stores and refrigerators.Secondary packages are

disinfected in thereceiving area and tertiary

packages discarded with proper

waste management.

WHO and HealthDepartment approved

sanitising agents used forcleaning items while area

is sanitised at regularintervals.

Vendors advised on howgoods are accepted

and how their staff should arrivewith necessary protective gear.

Gloves to be changed aftercontamination.

* List of all chemical agents used in page 35

BACK TO CONTENTS

49

Service ElevatorsGuidelines followed in Service Elevators

SAFETY INSTRUCTIONS PLACED INSIDE ELEVATORS

SANITISATION OF ELEVATOR ELEMENTS

BACK TO CONTENTS

50

SAFETY INSTRUCTIONS PLACEDINSIDE ELEVATORS

SANITIZATION OF ELEVATORELEMENTS

Safety instructions,including the number ofemployees allowed atone time, placed insidethe elevator and made

easily accessible.

Elevator floors, buttonsand other areas that aretouched are sanitised.

Hand sanitiser dispensersinstalled outside elevators.

Service Elevators

BACK TO CONTENTS

51

AmbassadorGuidelines followed in ambassador

SAFETY TRAINING

HEALTH CHECK-UP

PPE/DPI

TEMPERATURE CHECKS

BACK TO CONTENTS

52

Ambassador

HEALTH CHECK-UP AMBASSADORS’ PPE/DPISAFETY TRAINING TEMPERATURE CHECKS

Regular health check for ambassadors

Proper PPE/DPI madeavailable for Safety Team.

Safety Team trained to handle and wear disposable PPE/DPI

in case of evacuation of potential suspected case.

All ambassadors’ temperature checkedwhenever they enter

in the hotel

BACK TO CONTENTS

53

Ambassador TrainingAmbassadors trained to minimise risk

HYGIENE SANITISATION VIRTUAL CLASSES

INFORM AMBASSADORS OF ALL COVID-19RELATED SOPS.

BACK TO CONTENTS

54

Ambassador Training

HYGIENE VIRTUAL CLASSES COVID-19 SOPS

Adequate space ismaintained between work desks,

based on maximum allowednumber of guests per area.

Each desk, equipment andwork area is disinfected

after guest usage.

BACK TO CONTENTS