You can read in detail all the relevant measures in the government gazette here .
The general elements of the protocol include the development of an action plan by the administration/management of the tourist accommodation and individual protocols for each part of the accommodation and in particular for the case of a crisis (management of a possible case). The development of the action plan concerns hotels with a capacity of more than 50 rooms. The development of a plan for the management of a suspected case concerns all accommodation (in accordance with the currently applicable instructions of the Hellenic National Public Health Organization).
The aim of the action plan is to prevent the occurrence and effectively manage suspected cases to limit the spread to staff and residents.
The action plan will comply with the recommendations of EODY and will be revised according to developments.
The action plan presents in writing the measures taken to prevent and manage suspected cases by the tourist accommodation through protocols. Specifically, the action plan:
• the management of the accommodation appoints a coordinator to oversee its implementation and responsible for each individual department (e.g. F&B, Housekeeping). The position of the coordinator, depending on the size of the accommodation, may be covered by the owner of the business, by an existing position of General Manager / Quality Manager, etc. or by a new position in the organizational chart. It may also be appointed at the Management Team level.
• the fact that the staff is trained in compliance with the protocol or individual protocols per section of the accommodation is recorded with a corresponding reference to the individuals, the duration and the method of training (e.g. distance learning, training from an external accredited partner, etc.). The e-learning method is recommended and mandatory attendance of all employees is deemed necessary.
• collaboration with a doctor is recorded (detailed information of a collaborating doctor), who acts based on the instructions of the Hellenic Public Health Organization for the control of COVID-19 and is specifically trained in taking a nasopharyngeal sample for molecular testing from a suspected case. At the same time, within the framework of telemedicine, he has the ability to monitor a suspected case and his close contacts.
• potential certification of the tourist accommodation regarding the adoption of measures to prevent and respond to the COVID-19 pandemic by accredited certification bodies is reflected.
Suspected case management plan
In particular, for the management of a suspected case, the EODY’s suspected case response plan is followed .
To ensure the implementation of the suspected case management plan by the accommodation, it is necessary to appoint an implementation manager. The position of coordinator, depending on the size of the accommodation, can be filled by the owner of the business, by an existing position of General Manager / Quality Manager, etc. or by a new position in the organizational chart. It can also be appointed at the Management Team level.
In case the accommodation has developed an action plan (accommodations with more than 50 rooms), the coordinator for supervising the action plan and the person responsible for implementing the suspected case management plan may be the same.
Accommodations are obliged to communicate contact details to the competent service of the Ministry of Health/EODY:
a) the person responsible for implementing the suspected case management plan,
b) the collaborating physician or the secondary health care service provider.
Accommodation staff
• Solemn declaration by each member of staff that they have been informed of the hygiene and COVID-19 case management protocols that apply to their area of responsibility. Training plan (via distance learning on mobile or tablet) by July 15 for one person per service (individual protocol) of the accommodation, who will then undertake the training of the other staff.
• Training is related to at least the following:
– The sources and modes of transmission of the virus
– Procedures for informing hotel staff and the customers themselves
– Behavior and actions in case of illness by staff
– Methods and practices for cleaning and disinfecting identified areas based on the risk and likelihood of disease transmission
– Methods and communication approach to visitors
– Compliance with basic measures to avoid transmission of the virus regarding diligent and regular hand washing, avoiding handshakes, maintaining distance, avoiding contact with eyes, nose and mouth and respiratory hygiene
– Maintaining training records and documentation of recruitment for each employee
• Each member of staff must strictly comply with basic protective measures against COVID-19: maintaining hand hygiene, physical distancing from customers and other staff, in all work areas, hotel areas and rest areas, avoiding touching the face and general personal and respiratory hygiene.
• The tourist accommodation must provide each member of staff with sufficient Personal Protective Equipment and ensure the continuous adequacy of supplies.
• Staff are advised to stay home and seek medical attention if they experience symptoms related to the illness, notifying the accommodation’s health officer.
• A person with symptoms should be excluded from work and returned to work if the laboratory test is negative.
• It is recommended that staff staying at the accommodation be allocated double rooms . If a staff member belongs to a vulnerable group, it is recommended that single rooms be allocated.
• It is recommended that staff take their temperatures every morning as a matter of personal responsibility. A thorough screening of staff may follow depending on the epidemiological picture of the local community/region.
• If any member of staff comes into contact with a case, they must immediately report it to the accommodation’s health officer and remove themselves from work.
Accommodation record and event book
For the purposes of public health protection actions, the accommodation management must keep a record of staff members and all persons who stayed at the hotel – name, nationality, date of arrival and departure, contact details (address, telephone, e-mail) -, so as to enable communication with close contacts of any COVID-19 case, which may be identified subsequently.
Attention should be paid to the General Data Protection Regulation (GDPR) and all visitors should be informed that a record is kept for public health protection reasons. It is essential to record and update the service and incident book.
Communication
• The accommodation must communicate the measures and requirements of the Action Plan to all internal and external stakeholders/partners (employees, tenants, contractors, suppliers, guests and the general public) and interested parties.
• It is recommended that the tourist accommodation website be updated with a special COVID-19 section, in which it will post the measures and the new policy of the accommodation regarding increased hygiene measures, changes in operating hours of common areas, modification of check-in/check-out duration. Correspondingly, information can follow through the available means within the accommodation (e.g. on televisions in common areas, on televisions in rooms, signage before entering individual common areas and printed information at the reception).
Accommodation services
❖ Reception desk/concierge service
• Staff must take the necessary hygiene measures (hand washing), keep a distance of at least one meter from customers (avoid handshakes, etc.) and follow hygiene rules.
• It is recommended to avoid placing people belonging to vulnerable groups of the population in reception positions.
• When requested, there should be the possibility of: a) informing guests about the accommodation’s policy and the measures it has taken to deal with any incidents, b) providing useful information about healthcare providers, public and private hospitals, COVID-19 reference hospitals, pharmacies, etc. in the area and c) providing Personal Protective Equipment.
• It is recommended to provide information leaflets with basic health instructions translated into English, French, German. Additionally, the provision of these instructions through the development of an application on mobile phones.
• Special equipment (medical kit) in case of an incident, such as disposable gloves and masks, antiseptics, cleaning wipes, apron, long-sleeved gown, laser thermometer.
• Staff must be able to recognize customer symptoms and report them to the health care provider without delay.
• Optional use of plexiglass in the socket (placement of polycarbonate material)
• At the reception desk there must be an antiseptic for use by the customer (fixed or non-fixed devices)
• Regular disinfection of reception desk surfaces is recommended.
• To maintain social distancing, the accommodation implements appropriate configuration of the reception desk, addition of floor markings at a distance of two meters where the customer will stand / appropriate distance markings in the waiting area, appropriate arrangement of furniture and proper queue management with the aim of reducing waiting time.
• Avoid crowding during check-in/check-out – maintain social distancing
• The use of electronic alternatives for check in-check out is recommended (e.g. mobile concierge, use of tablets that can be disinfected after each use).
• Consider checking in outdoors
• Electronic payment of accommodation expenses (cash accepted in exceptional cases), electronic sending of bills, invoices and receipts is recommended.
• Disinfection of key cards – placing them in a special container for disinfection.
• Extension of check-out and check-in times between stays (check-out until 11.00 am and check-in from 3.00 pm). This change in the time between each check-in and check-out is mandatory to ensure that the room is thoroughly cleaned and disinfected between different guests, as well as that adequate natural ventilation of the space is followed.
• Non-residents are prohibited from entering the rooms.
❖ Floor services (cleaning, disinfection, housekeeping), rooms and common areas
• Cleaning and disinfection program (see relevant EODY Instructions)
• Special Instructions for cleaning in the event of a case (see relevant EODY Instructions).
• Strengthening hygiene services in all public areas and especially in “high-risk” objects (e.g. doorknobs, elevator buttons)
• Meticulous cleaning and very good room ventilation during the hours between stays.
• Checking the proper functioning of dishwashers and washing machines (in terms of the temperature used and the dosage of detergents)
• Adequate staff equipment (gloves, masks, gown, closed shoes)
• Cleaning staff are advised to use a simple surgical mask (in case of unavailability of a surgical mask, the use of a cloth mask is recommended), gloves and a disposable waterproof gown. While working, cleaning staff should not touch their mouth, nose or eyes with their hands, smoke or eat.
• After removing gloves, it is essential to wash hands thoroughly with soap and water. It is emphasized that the use of gloves does not replace hand washing, which is the most important means of prevention.
• Discreet monitoring of clients with symptoms for management
• Infrequent room cleaning during the stay (avoidance of contact between cleaning workers and a possible case and further transmission).
• Elimination of daily change of clothing and towels, and evening turndown service, except at the customer’s request.
• For departures, you can choose between 2 protocols:
– regular cleaning and a 24-hour wait before the room is made available to a customer or
– thorough cleaning – disinfection (e.g. with a steam cleaner) of the relevant room and bathroom surfaces.
• It is recommended to remove decorative items (pillows, bedspreads)
• It is recommended to remove shared, multi-use items such as menus, magazines, etc.
• Placing disposable covers on the TV and air conditioner controls
• Textile surfaces (e.g. furniture upholstery) must be cleaned with a steam cleaner (temperature> 70°).
• Opening doors and windows for natural ventilation of the space daily.
• Signage is recommended to inform the customer about when and how the room was cleaned.
• It is recommended to place individual antiseptic liquids in each room or antiseptic device
❖ Linen rack – washing machines
• Strict adherence to hygiene rules by staff involved in sorting dirty linen using appropriate PPE (special disposable apron over the uniform, gloves and mask)
• Used fabrics, bed linens and towels must be placed in special, closed, labeled bags or sacks, in order to be transported to the laundry areas.
• Careful separation (marking) of dirty and clean linen areas
• The carts for transporting closed linen bags should be disinfected after each use.
• Instructions should be given for washing them in hot cycles (70oC or more) with standard detergents.
• In the event that the clothing cleaning service is provided by an external partner, it should be checked that all required measures are observed and that they are delivered in the appropriate manner.
• When storing clean clothing, care should be taken to maintain it in good and clean condition. The same applies to transporting clothing to areas of use (rooms, restaurants, etc.)
❖ Catering services (dining rooms/public areas), preparation rooms
These include a la carte restaurants, buffet restaurants/breakfast rooms, indoor and outdoor bars
❖ Preparation rooms/kitchen
• HACCP compliance
• Receipt of goods by specific personnel and always wearing gloves and a mask.
• Special care should be taken to maintain distances between kitchen workers in accordance with the requirements of the health authorities, as they apply each time.
• Entry into the kitchen area is not permitted for non-employed persons. In case this cannot be avoided, the visitor must be provided with appropriate personal protective equipment, which will be available at the entrance to the kitchen.
In catering, the operation of restaurants, bars, etc. is provided for in accordance with the current legislative framework.
❖ Recreation areas for children
Operation of recreation areas for children in accordance with the current legislative framework.
❖ Personal care, spa and shared facilities services
Operation of premises in accordance with the current legislative framework.
❖ Drinking water – Water supply/sewerage network
• Accommodations must comply with the circular of the Ministry of Health “Protection of Public Health from the SARS-COV-2 coronavirus in water supply and sewage systems”
• In the event that tourist accommodations have remained out of operation for more than a month, upon their reopening, the steps described in the directive: “ESGLI Guidance for managing Legionella in building water systems during the COVID-19 pandemic” must be followed.
❖ Sewerage network
• It is recommended to use standard and well-ventilated pipes, such as manholes with odour traps and non-return valves on taps and sprinklers.
• The odour traps (siphons) should function properly and continuously. That is, they should always have water in them. In case the space is not used for a long time, water should be added either by adding it directly to the odour traps or by opening/operating the connected devices. This should be done at regular intervals depending on how quickly the water evaporates from the odour traps (e.g. every 3 weeks).
❖ Swimming pools, whirlpools/hydrotherapy pools and other recreational water facilities
Operation in accordance with the current legislative framework.
• Indoor swimming pools: The operation of indoor swimming pools is not permitted.
• Chlorination: proper operation and maintenance of chlorination systems in accordance with applicable legislation (see ΥΑ Γ1/443/1973 as amended by Γ4/1150/76 and δΥΓ2/80825/05 and circular on the “Prevention of Legionnaires’ disease”). It is recommended, according to WHO guidelines (Guidelines for safe recreational water environments – Volume 2 – Swimming pools and similar environments), that the residual chlorine value in the pool water be 1-3 mg/L for swimming pools and up to 5 mg/L for whirlpool pools. Manually check (or use a halogen analyzer with a paper recorder) chlorine levels every 4 hours for swimming pools and every hour for whirlpool pools and keep a log, unless there is an automatic halogen analyzer and a monitoring system with an alert system when parameter values are out of range.
• pH regulation: pH values in the water of recreational water facilities should be maintained within the limits provided for by applicable legislation (see ΥΑ Γ1/443/1973 as amended by Γ4/1150/76 and δΥΓ2/80825/05). Regular measurement and maintenance of pH records every eight hours during operation of swimming pools and at least every two hours during operation of hydromassage and hydrotherapy pools, if there is no automatic recording system.
• Cleaning and disinfection: compliance with cleaning rules for recreational water facilities, regular cleaning and disinfection in accordance with the EODY instructions “Recommended procedures for cleaning and disinfection of hospitality areas during the COVID-19 pandemic”.
• Showers: it is recommended that the showers serving recreational water facilities be separated by an opaque divider so that swimmers can effectively wash themselves before entering the swimming pool. Strong recommendation and emphasis on informing customers with relevant signage for the use of the showers before and after using the swimming pool. It is recommended that the accommodation provide the necessary items (e.g. soap, shower gel, etc.), as well as liquid antiseptic upon entering the showers.
