OPERATION PLAN FOR REOPENING

Double Eagle Hotel and Casino

Operation Plan for Re-Opening

 

June 12, 2020

We are closely monitoring government policy changes, Center for government mandates, and public health advancements and will continue to make changes as necessary or appropriate to our protocols and procedures.

This plan presents what we will do to keep our guests, employees, and our community safe. Each operating department has its own customized set of procedures.

General Protocols

Entrances. Currently only one entrance will be made available for entry to the property.

Occupancy.   Occupancy shall be the lesser of 50% of the posted occupancy code for any confined indoor space or 175 people at any given time in a confined indoor space; and 250 people in any outdoor setting.

External/Front of House Signage. The casino will post signage on entry doors telling guests that are experiencing COVID-like symptoms not to enter.  The recommend sign posted at the door is the CDC sign (also available in Spanish) https://www.cdc.gov/coronavirus/2019-ncov/downloads/316129-B-StayHomeFromWork_Poster.pdf

Temperature Checks/COVID Screening   Before being permitted to enter the casino, temperature checks and Covid-19 screenings will be performed by a casino employee at the casino entrance for both employees and guests.   Any person with a temperature of 100.4 F or greater, and any person reporting COVID 19 symptoms or anyone who has had contact during the previous 14 days with anyone with the COVID -19 virus, shall be excluded from the casino on that day and shall be directed to seek appropriate medical care.

Symptomatic employees shall be excluded from the workplace and isolated until they are fever free for 72 hours, other symptoms have improved, and at least 10 days have passed since they became symptomatic.

ID Check. All customers wishing to gamble will be requested to briefly lower their masks for age and identification purposes.

Masks/Facial Coverings. Guests are required to wear masks/facial coverings from the time they enter the casino until they are seated at a slot machine, a restaurant table, or until they enter their hotel room.  Employees must wear a mask at all times.

Physical Distancing. Guests will be advised to practice physical distancing by standing at least six feet away from other groups of people not traveling with them while standing in lines, using elevators or moving around the property.  

Restaurant tables, slot machines and other physical layouts will be arranged to ensure appropriate 6 foot social distancing. 

The casino shall place markings on the floor in all areas where patrons may form lines or queues for entry or services.  The markings shall be designed to maintain a social distancing of 6 feet between patrons

Employees will be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. 

Customers not complying with protocols shall be warned that if they do not comply they will be asked to leave the casino.  

Hand Sanitizer. Hand sanitizer dispensers, touch less whenever possible, shall be placed at guest and employee entrances and high contact areas such as the hotel lobby, the casino floor, restaurant entrances, meeting and convention spaces, and elevator landings.  

Back of the House Signage.  Signage will be posted throughout the property reminding employees how to stop the spread of germs and to follow CDC and State guidelines for health and safety.  Signage will also remind employees of the proper way to wear, handle and dispose of masks, use gloves (in positions deemed appropriate my medical expert), wash hands, sneeze and to avoid touching their faces.

Employee Health Concerns. Employees are instructed to stay home if they do not feel well and are instructed to contact a manager if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID -19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (for employees) or security and the Key on Duty (for guests).

Room Recovery. In the event of a presumptive case of COVID-19, the guest’s room will be removed from service and quarantined.  The guest room will not return to service until the case has been confirmed or cleared.  In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol and approval by the County health agency, if required.

Alcohol Service.  Service of alcohol to customers is limited to one drink every on-half hour.

Case Notification. If we are alerted to a presumptive case of COVID-19 at the property, we will work with the Teller County Public Health Department to follow the appropriate actions recommended by it.

Employee Responsibilities

Hand Washing. Correct hygiene and frequent hand washing with soap is vital to help combat the spread of the virus. All Double Eagle employees have been instructed to wash their hands, or use sanitizer when a sink is not available, every 30 minutes (for 20 seconds) and after any of the following activities: I.D. checks, using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering and leaving the gaming floor, going on break and before or after starting a shift.

COVID-19 Training. All employees have received training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food and Beverage, Public Area Department, Hotel Operations and Security.

Personal Protective Equipment (PPE). Appropriate PPE will be worn by all employees based on their role and responsibilities and in adherence to state or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Gloves will be provided to employees whose responsibilities require them as determined by medical experts including housekeeping and public area attendants and security officers in direct contact with guests.

Hotel Guest Elevators. 

  • An employee will sanitize the button panels at regular intervals.
  • Signage will be posted to explain the current procedures.
  • No more than two guests will be permitted per elevator, unless members of a same household or traveling together.

Cleaning Products and Protocols

Our hotels are cleaning products and protocols which meet EPA guidelines and are approved for use and effective against viruses, bacteria and other airborne and blood borne pathogens. We are working with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies.

  • Public Spaces and Communal Areas. The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, front desk check in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATM’s escalator and stair handrails, casino cage counters, gaming machines, dining surfaces and seating areas.
  • Guest Rooms. Industry leading cleaning and sanitizing protocols are used to clean guest rooms with particular attention paid to high- touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, alarm clocks, luggage racks and flooring.
  • Back of the House. The frequency of cleaning and sanitizing will also increase in high traffic back of house areas with an emphasis on the employee dining rooms, employee entrances, employee restrooms, loading docks, offices, kitchens and training classrooms.
  • Shared Equipment. Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, kitchen implements, engineering tools, cleaning equipment, keys, time clocks and all other direct contact items used throughout the property. The use of shared food and beverage equipment in back of the house break rooms (including shared coffee brewers) will be discontinued.
  • Room Recovery Protocol. In the event of a presumptive case of COVID-19 the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitation protocol.

Physical Distancing

Throughout the property we will comply with local health authority guidelines on proper physical distancing.

  • Queuing. Any area where guests or employees queue will be clearly marked for appropriate physical distancing. This includes check-in, check- out, elevator lobbies and casual dining.
  • Hotel Front Desk. Agents will utilize every other workstation to ensure separation between employees whenever possible.
  • Restaurants and Bars. Restaurants and bars will reduce seating capacities to allow for a minimum of six feet between each seated group/party of guests.  Group parties shall be limited to 6 people, ideally to members of the same household.
  • Slot Operations. Social Distancing at slot machines shall be accomplished by one or more of the following methods: 
  • Installing a plexiglass barrier between machines;
  • Removing chairs from certain machines;
  • Disabling certain slot machines;
  • Removing or rearranging machines.

 

Casino Supervisors and managers will ensure that guests do not congregate around slots. 

  • Meeting and Convention Spaces. Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events based on CDC and state recommendations. Self –serve buffet style food service will be suspended and replaced by alternative service styles.
  • Back of the House. Physical distancing protocols will be used in the employee dining rooms, training classrooms, shared office spaces, the employee service window and other high density areas in order to ensure appropriate distancing between employees.

Department Specific Sanitization Policies

Casino Operations

Casino Cage

Cleaning and Sanitizing Protocol

  • Guest facing counters to be sanitized at least once per hour.

Physical Distancing Protocol

  • Guests to maintain six feet of separation while waiting in line with the spacing to be clearly marked on the floor

Slot Operations

Cleaning and Sanitizing Protocol

  • Hand sanitizing stations on the casino floor.
  • Workstations to be sanitized at least once every four hours.
  • Slot attendants to sanitize slots before guests sit down at a machine.  A signage system will be used to notify a guest that the slot machine has been disinfected from a prior user.
  • Slots to be sanitized at least once every four hours.
  • Sanitizing wipes may be made available for players to use to clean a slot machine, chairs, surfaces and any touch points at any time. 

Public Areas – Porters

Cleaning and Sanitizing Protocol

Employees to sanitize the following areas at least once per hour

  • Guest and Garage Elevators
  • Casino entry doors
  • Slot machines ( in coordination with slot team)
  • Credenzas
  • Handrails
  • Hotel entry doors
  • Exterior elevator handrails
  • Employee smoking areas
  • Exterior benches
  • Trash bins
  • All Front of House restrooms

Physical Distancing Protocol

  • No department specific requirements

Front Desk

Cleaning and Sanitizing Protocol

  • Sanitize all guest touch points after each transaction, including PIN pad, pens and registration countertops.
  • Room keys to be sanitized before stocking
  • Offices, Registrations Desks to be deep cleaned and sanitized upon shift change.

Physical Distancing Protocol

  • Restructure stanchions to provide appropriate six-foot intervals
  • Staff every other workstation

Housekeeping

Cleaning and Sanitizing Protocol

  • Carts, trolleys and equipment to be sanitized at the start and end of each shift;
  • All reusable collateral to be removed from rooms, critical information to be placed on single use collateral.
  • Disposable collateral to be disposed and changed after each guest.
  • Extra pillows and blankets stored in the guest room closets will be removed and available upon guest request.
  •  Coffee makers will be removed from the guest rooms.
  • Specific sanitation consideration will be paid to the following guest room areas:
    • Desks, counter tops, tables and chairs
    • Phones and remotes
    • Thermostats
    • Cabinetry, pulls and hardware
    • Doors, door latches and doorknobs
    • Bathroom vanities and accessories
    • Bathroom fixtures and hardware
    • Windows, mirrors and frames
    • Lights and lighting controls
    • Closets, hangers and other amenities

Food and Beverage

Cleaning and Sanitizing Protocol

    • Dining tables, chairs, counters and all commonly used items will be disinfected and sanitized between uses.
    • Any walls that are less than 6 ft from dining tables will be sanitized after the table near the wall has been vacated, bussed and sanitized. Walls are not to be sanitized while customers are dining next to them.
    • Condiments will be served in disposable packets for single use.
    • Gloves will be used when waiting on customers. Gloves will be removed, hands washed , and new gloves will be put on after touching items that have touched or made contact with any guest before proceeding to a new guest or a new task.
    • All staff members are required to use a face mask when in contact with other co-workers or guests.
    • Menus will be disinfected after each use with a spray, no wipe solution and allowed to air dry in compliance with product instructions.
    • All trays and tray stands will be sanitized after each use.
    • Disposable gloves are to be used in accordance with current food safety regulations. Dish washing staff is required to wear disposable gloves at all times when handling dishes. Gloves are to be changed when transitioning from spraying and washing dish ware. Dish washing staff will also change gloves every twenty minutes..
    • All dishware, including food storage units, plates, cup/glasses, and cooking utensils will be washed with water no cooler than 130 degrees Fahrenheit in accordance with food safety regulations. Three compartment sinks and dish machines will be monitored for correct temperatures every shift.
    • Dish Staff on duty will disinfect host Podium, dessert case and frequently used items such as phones, touchscreens, faucet handles, door knobs and handles, communal writing objects, etc. every 20 minutes. This will be logged by staff and verified by management.
    • Dish Staff on duty will disinfect all items in wait staff area such as towel cart, reach in cooler, handles, faucet and door knobs and counters every 20 minutes. This will be logged by staff and verified by management.
    • Point of Sale terminals will have hands free sanitation stations, placed next to terminals, which employees will be required to use before each time using the Point of Sale.
    • Food will be transferred in a contactless manor. To Go Orders will be placed in a designated area where the food will not be compromised and guests as well as staff will be able to maintain proper social distancing. Wait staff will not reach in front of customers, sit at tables with customers or violate social distancing for any reason other than to deliver, remove or obtain items or orders to or from customers.
    • Food preparation areas and counters will be disinfected between uses.
    • Prep cooks will maintain six feet between each other when working.
    • All Food and Beverage areas will be sanitized and deep cleaned at least once per day.
    • Bartenders and cocktails will follow same glove procedures as restaurant wait staff.
    • Beverages at the bars will be served in disposable cups. No glass wear is permitted to be served.
  • Bartenders and cocktails are not permitted to touch empty bottles or cups, Porters, security, and slot attendants will pick up these items.

Physical Distancing Protocol

  • When operating at 50 percent capacity, tables and bar stools will be placed 6 feet apart in distance from all other tables and bar stools to maintain a safe social distance for diners.
  • Host Staff will be encouraged to obtain a textable phone number from guests in the event that the waiting areas have exceeded 6 foot social distancing requirements. Host staff will text customer on provided number when a table is made available.
  • All areas will be staffed to allow for 6 foot social distancing.
  • Markers will be placed to ensure customers will remain 6 feet apart while standing in line or waiting to enter, exit or pick up food items.
  • Host staff and management will insist all guests maintain a social distance of 6 feet apart by actively monitoring guest’s whole waiting, ordering or cashing out.
  • Cocktails will only be served at Restaurants or at a slot machine. And no more than one beverage containing alcohol per every 30 minutes.

Guest Considerations

  • All guests will be encouraged to wear face masks when they are not consuming food or beverages.
  • All self-serve condiments and food items will be unavailable until further notice.
  • Disposable utensils will be wrapped and provided to each guest.
  • All straws will be presented still wrapped.
  • Napkin service will be suspended. (No placing napkins in customer’s laps, napkins will be disposed of after each use).
  • Bar snacks will be presented individually.
  • All food and beverage items are to be placed on counters and tables, instead of being handed directly to guests.

Further Protocols –

  • All employees are required to complete COVID-19 Training Course. These training courses specialize in actions and precautions in the work place. These certificates are hanging at the Host station.
  • Self-Serve Food will be suspended until further notice.
  • Refills will be completed in new cups for each refill
  • Employees will have their temperature taken and reported at the beginning of each shift. Employees with a temperature of 100.4 or higher will be required to return home. Human Resources will be notified and will follow up with proper reporting as required by Colorado Law.
  • There will be signage in the FOH and BOH outlining proper procedures for precautions that are to be taken during this time.
  • Employees are instructed to stay at home if they do not feel well. Employees are required to report to Management if they are feeling, shortness of breath, have a dry cough, or other known symptoms of COVID-19. Employees who fall ill during a shift will be immediately sent home and will be encouraged to visit a registered health professional. Employees will also be contacted by Human Resources for further information.

Employee Responsibilities

  • Employees will practice correct hygiene and frequent hand washing procedures. Hand washing with soap is important to reduce the risk of carrying any bacteria, virus, (including COVID-19), and to prevent the risk of cross contamination. Employees are encouraged to use hand sanitizer that contains 60-95 percent alcohol when water and soap are not available. Employees shall wash their hands with soap and  hot water for a minimum of 30 seconds after any activity including using the restroom, touching your face, cleaning, smoking, eating, drinking, going on a break, coming on to a shift, etc., all in accordance with Colorado Public Health regulations and Food and Drug Administration protocols.

Personal Protective Equipment ( PPE): PPE ( face masks, disposable gloves, etc.) will be worn by all Food and Beverage Employees in compliance with local regulations to prevent the spread of COVID-19. Training on how to use and properly dispose and sanitize PPE has been given.