The ‘ALL Safe Officer’ programme, which is scheduled to be rolled out in the coming weeks, will see every hotel appoint a health and safety officer who will not only ensure cleaning and hygiene protocols are implemented to the highest, standards, but will be available to handle guests questions and concerns.
These specially trained officers are the face of Accor’s new ALL Safe Accor Programme – a set of rigorous measures designed to protect and reassure guests. These are being implemented at its 300 properties region-wide.
Recognising that consumer priorities have drastically shifted following the global Covid-19 pandemic, the programme highlights include tailormade operating protocols, cleaning products technology and team members training developed in partnership with hygiene solutions specialist Bureau Veritas.
The initiative is bolstered by Accor’s strategic partnership with global insurance giant AXA, which, as of July 2020, will be providing guests at its 5,000 properties worldwide with free medical support that includes consultations with medical professionals by phone or in the location where they are staying.
“The safety and wellbeing of our guests is always our priority at Accor and we regularly review and enhance our procedures and services to adapt to new circumstances or as improved technology becomes available,” said Mark Willis, CEO, Accor Middle East and Africa.
“The Covid-19 pandemic has forced us all to change the way we live, work and stay and as the largest hotel group in the Middle East and Africa, we are taking the lead in reinventing the hospitality experience, introducing dedicated ‘ALL Safe Officers' and a rigorous programme of transparent measures that give guests peace of mind and put their health first, which is what they now value most.”
Accor’s ALL Safe Accor Programme is all-encompassing, with procedures responding to new consumer behaviours and expectations. Priorities include hygiene and cleanliness, care and reassurance, social distancing, seamless and contactless services and flexibility.
For hygiene and cleanliness, Accor will provide specially trained ‘ALL Safe Officers’ to oversee all cleaning-related hotel operations, preventative measures and to handle guest enquiries; guest gloves provided (and masks, if guests arrive without an appropriate face cover), plus hydro alcoholic gel and wipes; guests to deposit room key in box on departure for disinfection; in-room amenities provided on request.
In terms of care and reassurance, apart from the chain will free health support with AXA, guests will have their temperature taken at the hotel entrance if legally required; a dedicated hotline to help guests prepare for their stay and to answer questions or address concerns will be activated.
The social distancing rules will apply - 1.5-metre rule in all public areas and restaurants; 2-metre rule in hotel meeting spaces; one person or family in an elevator at one time; and appropriate spacing in pool areas and on beaches.
Accor will provide assisted self-check in service; online check in and check out service for bookings made through Accor.com; online payments (subject to local legislation); use of WhatsApp communication tool; and virtual restaurant and in-room menus in a bid to reduce contactless services.
Flexibility will be at the forefront – new innovative dining solutions, including bento box takeaways for meetings, in-room dining at no extra cost and individually wrapped food packages for meetings delegates. Guests who planned to stay between March 17, 2020 and June 30, 2020 (inclusive) may modify the date of stay or cancel their reservation and receive a credit voucher in the amount of the original booking for use at the same hotel within 18 months. If the hotel is closed for the date of stay, they can cancel their reservation and be refunded without penalty by contacting the hotel directly.
All guests visiting or staying at Accor properties in the Middle East and Africa will only be granted access if they are wearing a proper face mask and gloves (provided by the hotel).
The group is also working closely with local authorities in each market where it operates to ensure the strictest compliance with policies and guidelines issued to protect guest health and safety during the ongoing pandemic.