To our valued guests...To our valued guests: Times have changed. Understatement of the century,...
Transcript of To our valued guests...To our valued guests: Times have changed. Understatement of the century,...
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To our valued guests:
Timeshavechanged.Understatementofthecentury,right?
AllofusatHardRockHotel&CasinoSacramentoatFireMountainunderstandthatthe“newnormal”bringswithitnewresponsibilitiesforabusinesssuchasours,ashealthandsafetyhavebeenattheforefrontoftheconversationlikeneverbefore.
We’retakingtheprecautionsnecessarytoprotectthehealthandwell-beingofourguestsandteammembers,withguidanceandinputfromtheCentersforDiseaseControl(CDC),theCaliforniaGovernor’sOfficeandTribalAdvisor,YubaSutterHealthDistrict,andHardRockInternational.
Wewantyoutofeelpeaceofmindwhenyouvisitus.Thatpeaceofmindstartswithcommunication–soIwantedtosharewithyoudetailedinformationaboutwhatwe’redoingtoprioritizethesafetyofeveryonewhowalksthroughourdoors.
Thankyouforyourcontinuedsupportandloyaltyduringtheseunprecedentedtimes.We’relookingforwardtoseeingyouagain.Untilthen,takecare.
ALLISONE!
Mark Birtha
President | Hard Rock Hotel & Casino Sacramento at Fire Mountain
A MESSAGE FROM OUR PRESIDENT
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WHEN YOU ARRIVE•UponarrivalatHardRockHotel&Casino,guestswillbedirectedtoanentry
queue,withappropriatesocialdistancingrequirementsindicatedbymarkersonthegroundandstanchionbarriers.
•Securitywillgreetguestsandperformanon-invasivetemperaturecheckwithaninfraredthermometer.
•Guestspresentingatemperatureover100.4°Fwillbedirectedtoundergoasecondaryscreeninginaprivateofficearea.Entrywillnotbepermittedtoguestswhopresentatemperatureover100.4°Fatthesecondaryscreening.
•Guestsarerequiredtowearmaskstoenterthepropertyandputthemonafterenteringthefirstsetofdoorsandnotbefore.Forthosewhodonothavethem,theywillbeavailableforsale/uponapprovedrequest.Guestswillbeencouragedtoutilizethehandsanitizerstationatentry.
•Ourguests’healthandsafetyisourtopconcern:Ifatanytimeaguestmayrequiremedicalassistance,reportpotentialsymptoms,orneedadditionalresources,theymaycontactoursecurityteamwhileonpropertyorrefertoourwebsiteforfurtherinformation.OursecurityteamswilldirectasappropriateuptoandincludingcontactingtheYubaSutterHealthDistrictforguidance.
•GuestsleavingthepropertymayuseseparatedesignatedexitingdoorsattheMainCasinoPorteCochereorotherspecificexits.Ateammemberwillassistwithopeningandclosingthedoorsasneeded.
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FOR HOTEL GUESTS •Hotelguestswillhavetheir
temperaturecheckeduponarrivalinthesamemannerascasinoguestsandwillberequiredtowearmaskssimilartocasinoguests.
•Eachguestwillbeupdatedonhotelprotocolsduringcheck-inandprovidedaCOVID-19awarenesscard.
•Allreusablecollateralwillberemovedfromrooms;criticalinformationwillbeplacedonsingleusecollateraland/orelectronicallyposted(incoordinationwithInRoomDining).
•Disposablecollateralinroomswillbedisposedandchangedaftereachguestdeparture.
•Extrapillowsandblanketsstoredintheguestroomclosetswillberemovedandavailableuponguestrequest.
•Tissuewillbeplacedintheroomsealedanddiscardedifopened.Ifunopen,tissueboxshouldbesanitizedandleftforthenextguest.
•InRoomDiningwillbecontactless.Orderswillbeleftoutsidethedoorforguestretrieval.Floorvendingandicemachineswillcurrentlybeunavailable.RequestsshouldbeprocessedthroughInRoomDining.
•Amaximumoffourguestswillbepermittedinhotelelevators.
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ENHANCED CLEANING PROCEDURES•HardRockInternationalisproud
toannouncethedevelopmentofour“Clean Teams”:thesearespecificallydesignatedindividualsthathavebeentrainedintheenhancedcleaningproceduresandhighlyfocusedonexecutingtheseinitiativesdailythroughouttheproperty.TheywillbevisibleinappropriateCleanTeamuniformswhileonproperty.
•OurpropertiesusecleaningproductsandprotocolswhichmeetEPA
guidelinesandareapprovedforuseandeffectiveagainstviruses,bacteriaandotherairborneandbloodbornepathogens.Weareworkingwithourvendors,distributionpartnersandsupplierstoensureanuninterruptedsupplyofthesecleaningsuppliesandthenecessaryPPE.
•Thefrequencyofcleaningandsanitizinghasbeenincreasedinallpublicspaceswithanemphasisonfrequentcontactsurfaces
including,butnotlimitedto:frontdeskcheck-incounters,WildCardServicesdesks,belldesks,elevatorsandelevatorbuttons,doorhandles,publicbathrooms,roomkeysandlocks,ATMs/Kiosks,stairhandrails,casinocagecounters,gamingmachines,gamingtables,BodyRockgymequipment,diningsurfacesandseatingareas.
•Swimmingpoolsurfaceswillbetreatedwithananti-viral/anti-bacterialagentdaily.
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•ThefrequencyofairfilterreplacementandHVACsystemcleaningwillbemonitoredforefficiency.Proceduresareinplacetoreplaceandcleanona30-dayPMschedule.
•Industryleadingcleaningandsanitizingprotocolsareusedtocleanguestrooms,withparticularattentionpaidtohigh-touchitemsincludingtelevisionremotecontrols,toiletseatsandhandles,doorandfurniturehandles,waterfaucethandles,nightstands,telephones,in-roomcontrolpanels,lightswitches,temperaturecontrolpanels,alarmclocks,luggageracksandflooring.Roomsaredeepcleaneduponeachguestdeparture.Allsurfacesarewipedwithsanitizerandbathroomareasaredirectlyaddressedtomeetsanitationprotocols.
•AllbedlinenandlaundrywillbechangeddailyandcontinuetobewashedatahightemperatureandinaccordancewithCDCguidelines.Dirtylinenwillbebaggedintheguestroomtoeliminateexcesscontactwhilebeingtransportedtothelaundryfacility.PillowProtectorswillbeinitiatedineachroom.
•IfaguestisconfirmedtohaveCOVID-19,theguest’sroomwillberemovedfromservice,quarantined,andthoroughlycleanedandsanitizedbyalicensedthird-partyexpert.TheroomwillnotbereturnedtoserviceuntilithasbeendeemedsafeandYSHDapproval,ifnecessary,hasbeenprovided.
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PHYSICAL DISTANCING AND SERVICE PROCEDURES•Guestsareencouragedtomaintain
appropriatephysicalsocialdistancingwhileinqueues,onelevators,orwhilemovingaroundtheproperty.
•Properphysicaldistancingwillbeindicatedbysignage,queuebarriers,floormarkings,andteammemberinstruction.
•Restaurantsandbarswilloperateatreducedseatingcapacitytoallowforappropriatephysicalsocialdistancingbetweengroups/parties.Reducedbarstoolcountwillbeimplementedtoprovideappropriatesocialdistancing.Bartopgameswillbecleanedaftereachuse.
•Hostpodiums,diningtablesandspecificserviceequipmentwillbesanitizedregularlyoraftereachuse.Condimentswillbeservedinsingleusecontainersand/oruponrequest.Checkpresenters,votivesandpensand
otherreusableguestcontactitemstobeeithersanitizedordiscardedaftereachuse.Menuswillbesingleuse,disposable,and/orsanitizedaftereachuse.Allstrawswillbewrappedandprovideddirectlyfromserver/attendant.Clothnapkinserviceissuspendeduntilfurthernotice.
•Slotmachineswillbeturnedoffand/orreconfiguredtoallowforappropriatephysicaldistancingseparationbetweenguests.Insomecases,thismaybeachievedthroughinstalledplexiglassshieldsbetweengames.Chairswillberemovedfromgamesthatareturnedoff.
•ItishighlyrecommendedthatslotguestssignupforourSelfPayJackpotprogramallowingforimmediatejackpotpayoutandreducinginteractionsbetweenguestsandteammemberswheneverpossible.
•Fortablegames,amaximumoffourguestswillbepermittedateachBigBaccaratorRoulettetable.AmaximumofthreeguestswillbepermittedoneachsideofaCrapstable.Atallothertablegames,amaximumofthreeguestswillbeseated.Insomecases,thisseparationmaybeachievedthroughinstalledplexiglassshieldsbetweengames.Chairswillberemovedfromgamesthathavespotsunavailable.
•AttheRockShop,occupancylimitswillbeenforcedtoallowforphysicaldistancing.
•Alltablegamesguestswillberequiredtosanitizetheirhandsuponenteringorre-enteringintoagame.Alldealerswillberequiredtosanitizetheirhandswhenenteringorexitingagame.Bothdealersandguestswillberequiredtosanitizetheirhandsaftercompletingacashtransaction.
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•Poolseatingandcabanaconfigurationwillbemodifiedtoallowforappropriatesocialdistancingrequirementsbetweengroups.Onepartypercabana.Chairswillbesanitizedaftereachguestuseiscomplete.Allcabanaswillbedeepcleanedandsanitizeduponcompletionofeachuse.
•Allresortoutletswillcomplywithlocalorstatemandatedoccupancylimits.
•Plexiglassshieldswillbeinstalledinfrontofhouseguestinteractionlocationsincluding:WildCardServices,hostessstands,frontdeskwindows,cagewindowsandregistrationdesks.
•ATM’s/BillBreakers/KiosksatCashCenterswillbeturnedoffinordertoensurerequiredsocialdistancingbetweenunitsand/orrelocatedonthepropertyforappropriateseparation.
•Allpublicrestroomswillensurerequiredsocialdistancingandwillhaveteammemberattendantsstationedinfacilitiesforguidance.Restroomswillbesanitizedandcleanedonaregularscheduleanddeepcleaneddaily.
•Meetingandbanquetset-uparrangementswillallowforappropriatephysicaldistancingrequirements
betweenguestsinallmeetingsandeventsbasedonCDCandstaterecommendations.Dependingonthesizeofthegroup,ifsetupdoesn’tallowforadequatespacingthentheeventwillnotbehostedduringthissafetyperiod.Self-servebuffetstylefoodservicewillbesuspendedandreplacedbyalternativeservicestyles.
•Largegroupentertainmentprogramminghasbeensuspendeduntilfurthernotice.BodyRockandValetmaybetemporarilyunavailableorappropriatesocialdistancingrequirementsandcleaningprotocolswillbeimplemented.
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HAND SANITIZER•Guestsareencouragedtoutilizehand
sanitizerdispensersuponentry.
•Eachexitwillhaveahandsanitizerdispenserforguestuseupondeparture.
•Sanitizerdispenserswillbeavailableinkeylocationsthroughoutthecasinofloor,aswellasrestaurantentrances,elevatorlandings,pools,exerciseareas,andmeeting/conventionareas.
•MoisttowelettesareavailableattheCasinoCages.
•Handsanitizerwillbemadeavailabletoteammembersthroughoutthebackofhouse.
•Eachguestroomoffersindividuallywrappedhandsoap.
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TEAM MEMBER RESPONSIBILITIES•Teammemberswillbesubjecttoanon-invasive
temperaturecheckuponentry.Thoseconfirmedtohaveatemperatureover100.4°Fwillnotbepermittedtoentertheproperty.
•Teammembersarerequiredtowashtheirhandsorusehandsanitizeruponclockingin,enteringthegamingfloor,andevery60minutes,aswellasafteractionssuchaseating,cleaning,ortouchingtheirface.
•AllteammemberswillreceiveenhancedtrainingonCOVID-19safetyandsanitationprotocols,withmorecomprehensivetrainingforourteamswithfrequentguestcontactincludingHousekeeping,Food&Beverage,PublicAreaDepartment,HotelOperations,andSecurity.
•Appropriatepersonalprotectiveequipment(PPE)willbewornbyallteammembers.Eachteammemberwillbeprovidedamaskaspartoftheiruniformandrequiredtowearitwhileonproperty.Inaddition,employeesarerequiredtoweardisposablegloveswhileperformingtheirworkfunctionsinspecificallydesignatedfrontofhousepositions(asdeterminedbymedicalexperts).
•Wewillcontinuetoensurethatteammembersalwayswearcleanuniforms.Alluniformsmustbewashedattemperaturesabove60°C/140°Forhigher;alaundrysanitizingagentwillbeusedifthefabricscannotbewashedathightemperatures.
•Nametagsandkeycardswillbesanitizedthroughoutshifts.
•Updateswillbecommunicatedtoallteammembersdailyasappropriateatthebeginningofeachshift.
•Allvendorsonpropertyormakingdeliverieswillbeinformedofnewsafetyandhealthprotocols,requiredtodotemperaturechecks,andrequiredtouseappropriatesocialdistancingrequirementsandPPEasneededwhileonpropertyorinteractingwithteammembers.
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sacramento at fire mountain
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