IHG Culture of Clean Service

Question 1

What are the 5 stages of the IHG Way of Clean 5 S process?

Answer 1

This IHG Way of Clean process consists of Survey, Service, Shine, Stage, and Self-Inspect

Question 2

What is the Culture of Clean?

Answer 2

This colleague pledge is committed to create awareness, foster ownership, empower colleagues, and recognize our heroes.

Question 3

State the IHG Clean Promise?

Answer 3

“Good isn’t good enough –we’re committed to high levels of cleanliness. That means clean, well maintained, clutter free rooms that meet our standards. If this isn’t what you find when you check-in then we promise to make it right.”

Question 4

What are the 5 Safety actions?

Answer 4

Wear Your mask, wash your hands, Keep Physical Distance. See Something Say Something. Clean & Sanitize.

Question 5

What is Donning & Doffing?

Answer 5

This is the medical terminology for the proper sequence of putting on PPE and the proper sequence of removing PPE

Question 6

What is our new greeting to promote safety?

Answer 6

Hand over Heart.

Question 7

Name 4 common symptoms of COVID 19?

Answer 7

Coughing, Fever, Loss of Taste & Smell, Headaches & Body Pain

Question 8

How long does proper handwashing take?

Answer 8

15-20 seconds

Question 9

What 3 methods are used in IHG’s Sanitation guidelines?

Answer 9

Cleaning, Sanitizing & Disinfecting

Question 10

True or False: It is safe to use disposable masks multiple times as long as it looks clean?

Answer 10

False

Question 11

You are scheduled in to work at 8:00am but you woke up with a headache, low grade fever and body ache & chills. You already had two call offs the previous month and are on a second disciplinary action, what do you do?

Answer 11

You should not come to work if you are feeling ill
Follow hotel call off procedures . Inform your manager
Contact the HR Department and report the reason for call off.
Follow up with HR on your progress and return to work status while you are off

Question 12

You are in the locker room and over hear a colleague on her cell phone complaining to the other caller, that she suddenly lost her taste and smell, but feel fine otherwise. She says that her friend she was hanging out with last weekend tested positive for COVID 19. She needs the money to pay her car note and since she does not have any other symptoms. She plans to work her shift and get tested on her off day tomorrow? What should you do?

Answer 12

Do the Right Thing
If you see or hear something, you must say something
Report all possible COVID risk to Human resources even if you think it may be nothing
If you are comfortable and where possible inform the colleague of the appropriate steps to take and the hotels wellness protocols to keep our staff and guest safe under such circumstances.

Question 13

At check in, a guest enters the hotel without wearing a mask. He claims that he has a medical condition that prevents him from wearing a mask? What do you do?

Answer 13

Politely tell the guest that masks are required to keep our guest and staff safe and offer them a mask.
If the guest objects, please inform him that maintaining six feet social distancing when in public spaces are important. Suggest the use of a face shield.
Do not argue with the guest.
Seek your managers help, if he guest becomes difficult.

Question 14

It has been reported to the front desk that guest in Room 604 has tested positive for COVID and is symptomatic. The guest checked in 4 days ago and has moved room twice because of complaints with the room. Over the course of their stay they ordered room service, ate in the outlet for breakfast. The guests are due to check out the following week. What actions should be taken to keep the hotel, employees and other guest safe?

Answer 14

• Inform those that need to know only. Room should be flagged and put on quarantine.
• Contact guest and inform them of our COVID 19 quarantine protocols and contactless service procedure.
• All rooms the guest stayed in should be taken out of service for deep cleaning treatment
• Contact tracing must be doe for all colleagues who may have interacted with the guest. Maintain guest confidentiality and privacy

Question 15

You are a server in the restaurant and while at work you begin to feel ill. You feel feverish and have a terrible headache. You are in the middle of serving Mr. & Mrs. McCarthy an elderly couple staying at the hotel. What steps should you take to adhere to our culture of clean principles

Answer 15

-Immediately inform your manager you are not feeling well.

-Another server should take over
Table should be sanitized, and guest name and room number noted if follow up if needed. Stay home until symptoms leave.

-Contact your primary care physician. If COVID 19 is suspected, a test should be obtained. Inform HR of results and return to work plan established.

Question 16

Demonstrate our new greeting

Answer 16

• Make eye contact with the guest following the 5/10 rule
• Smile behind the mask
• Place hand over heart with slight bow and say hello
• Offer assistance to the guest

Question 17

Demonstrate the proper donning and doffing of safety gloves

Answer 17

• Wash or sanitize hands
• Select correct size gloves
• Insert hand in first glove and then the second- Donning
• Remove first glove by lifting glove in the palm area and peeling off carefully
• Bundle in pal of second glove. Insert fingers under second glove and peel off, inside out
• Discard in proper receptacles and wash hands

Question 18

Demonstrate proper hand washing techniques

Answer 18

• Wet hand with water and lather up
• Scrub vigorously between fingers, palm, nails and forearm for 15-20 seconds
• Rinse thoroughly
• Air dry or use clean towel or napkin.