News

24 July, 2020

protocol of sanitary measures in tourism against covid-19

The tourism sector in Cuba faces a new paradigm in which travel agencies must be prepared to think and act on safety and hygiene, to minimize the risk of contagion with SARS-COV-2, a virus that causes COVID-19 disease, which has hit our country and the world in a widespread way.
In this sense, a group of measures have been implemented with the aim of ensuring the quality of our tourist services. The protocols adopted are in accordance with the indications issued by the World Health Organization, the World Tourism Organization and have the advice and approval of our Cuban Ministry of Public Health, as a guarantee of safety for customers who enjoy our services. At this new stage, the SAFETY criterion must prevail with the SUSTAINABILITY and ACCESSIBILITY criterion so that "Return to you" will be memorable as always and safe as never before".

GENERAL MEASURES

  1. Extreme health hygiene measures in accordance with the recommendations of the Ministry of Public Health (MINSAP) for disease control and prevention.
  2. Disinfectants shall be available for footwear, and antibacterial gel or chlorinated water for hand disinfection, automatically or assistedly.
  3. Update existing cleaning and disinfection procedures with a main emphasis on frequency as well as the products to be used.
  4. Increase the daily epidemiological surveillance of clients and workers, reporting to the relevant health authorities any incidence of disease occurrence.
  5. Maintain physical estrangement between people as well as implement technological measures to minimize the contact workers-customers and customer-client.
  6. Place signs with basic hygiene and estrangement rules to be followed by customers when making use of some common space.
  7. Require health certifications from suppliers.
  8. Provide training to staff based on this document

SAFETY AND HYGIENE MEASURES FOR WORKERS

  1. Enable hygiene points with disinfectant solutions for hand washing in all areas (dining room, kitchen, warehouses, offices, bathrooms).
  2. Place signs with basic hygiene and insulation rules to follow by workers when making use of some common space.
  3. Mandatory use of virus protection mask for all workers from boarding the transport to the center, ensuring the proper change of the same.
  4. Use of gloves and virus protection mask for 100% of manipulators during the performance of their functions.
  5. Cleaning of the service utensils shall be carried out immediately after use, removing food waste with hot water.
  6. Keep the medical checks updated of food handlers (kitchen, food stores).
  7. Constant and adequate disinfection of contact and processing surfaces.
  8. Set dining room access times to avoid crowds.
  9. Design and execute facility training plans based primarily on:
  10. New cleaning standards.
  11. Suitable use of disinfectant products.
  12. Supervision and control.
  13. Personal hygiene rules.

SAFETY AND HYGIENE MEASURES AT AIRPORTS

  1. Ensure mandatory temperature intake to all workers at points of entry into the country (ports, airports and marinas), before starting their working day. In addition, the use of Virus protection mask and disposable gloves is established by them.
  2. The mandatory use of this masks is also established for travelers.
  3. Constant and adequate disinfection of areas and contact surfaces at the airport.
  4. Place signs with basic hygiene and silage rules to be followed by customers when making use of some common space.
  5. Sanitizers shall be available for footwear, and antibacterial gel or chlorinated water for the disinfection of the hands, automatically or assistedly by travellers.
  6. Both luggage and luggage rack will be disinfected as well as electric carts each time they are used by different customers.
  7. Upon arrival of the aircraft prior to landing, an airport border doctor will in check with the crew on the status of the flight and passengers on board, seeking health incidents. You are not given exit to the immigration checkup without passing this step first.
  8. Having already landed the aircraft, a health inspection of the aircraft is carried out by a technician in hygiene and epidemiology of the CSI (border inspector) where the interior of the aircraft will be checked, from the point of view of sanitation, both solid and liquid, verifying that it has been disinfected before the arrival of the national territory.
  9. Signage (stickers) will be installed on the ground as measures of social estrangement to avoid crowds, maintaining a safe physical separation customers-customers and customers-workers.
  10. Require international travelers, including foreigners, to complete the Traveler's Health Declaration (Model 82-32), as an affidavit of their health status.
  11. Perform the temperature intake to all travelers, Cuban or foreign, at the entrance and exit of the country, regardless of the place of origin or destination.
  12. A temperature scanner measurement will be made on the second monitoring line (before immigration).
  13. On the third line (post-customs) it will be done with digital thermometers.
  14. From Phase 2 when the traveler arrives at the airport, the Covid-19 molecular PCR (polymerase chain reaction) test will be performed in real time, strictly complying with the biosecurity requirements in premises enabled for this purpose. Then, already in Phase 3, it will adjust to the national and international epidemiological situation.
  15. If someone with symptoms is detected, the traveler is removed from the migratory flow and moved to the temporary room of conditioned isolation within the airport, to perform the corresponding diagnostic tests (epidemiological survey, clinical evaluation and PCR test).
  16. In the event that any traveler is positive to COVID-19, siUM is requested and moved to the centers designated for this purpose such as the Pedro Kourí Institute where they will be admitted and receive the treatment indicated by the Cuban health entity. If negative, the passenger continues his normal immigration check-in flow.
  17. In any case, the epidemiological surveillance of the traveler will be maintained by the basic health equipment responsible for supervising the area and / or accommodation establishment of the client.

MEASURES TO BE IMPLEMENTED IN OPERATIONAL AREAS OF HOTEL AND RESTAURANT FACILITIES

Reception
-Mandatory the use of virus protection mask and disposable gloves.
-All vehicles (private, state, bus or other means intended for supply or cargo) shall be fumigated with specific disinfection products. In the case of those used within the hotel areas, carts intended to move workers, customers or luggage in large facilities, disinfection will occur each time they are used.
-At the entrance, a qualified staff will take the temperature to each customer.
-Disinfectants for footwear, and antibacterial gel or chlorinated water will be available for hand disinfection, automatically or assistedly.
-Both luggage and luggage rack will be disinfected as well as electric carts each time they are used by different customers.
-Safety and temperature control measures will also be strengthened for staff and staff members.
-Establish safety distance between workers and customers. There will be a clear plastic (optional, as required) that will divide, protect and maintain the distance between workers and guests.
-Signs (stickers) will be installed on the ground as measures of social estrangement to avoid crowds at the time of check in and out, maintaining a safe physical separation between customers and receptionists.
-Room cards must be disinfected before delivery to guests and employees.
-Remove wet facial towel on arrival.
-Encourage the use of credit cards to avoid the use of banknotes and coins.
-Design and implement strategies to minimize the time of check-in at the premises (check in airport, during transfer, express, private, etc).
-Automatic opening of doors or being opened by the doorman.
-Empowerment of audiovisual media for the information/promotion to the customer of the services of the installation, with the aim of eliminating stationery.
-In stores, to ensure the protection of customers, safety kit will be sold with protective means such as masks and antibacterial gel.

Bars
-In the first phase the services will be removed in the bars of the bars, snack bar and lobby bar, so all the sidewalks will be removed.
-A personalized service will be performed to all tables, which will be located respecting a minimum distance between 1.5 meters.

Restaurants
* Buffet (proposed measures will be adapted in each installation).
- Mandatory the use of virus protection mask and disposable gloves for 100% of the manipulators (cooking and gastronomy) during the performance of their functions.
- Place dispensers with disinfectant solutions at the entrance of restaurants.
- Replace the use of common tweezers and machines for customers to be served by depending service.
- Enhance the micro kitchen and thus offer portional dishes.
- Further distance the tables for diners, and consequently reorganize shifts if necessary by the restaurant volume and / or extend schedules. Eliminate tables with more than 6 seats.
- The internal circulation of the room will be marked.
- To promote the use of show cooking, in its combination with the assisted service and direct services to the tables, to eliminate the handling of food by customers.
- Assess the possibility and feasibility of replacing and/or modifying the breakfast service lunch and dinner buffet with brunch to increase service spaces and thus minimize crowds.
- Constant and adequate disinfection of contact and processing surfaces.
- Verify and guarantee the existence, operation and proper use of all hygiene points available in the facilities.
- In the facilities that the volume of customers allows it to eliminate the type of Buffet service.
- Offer more variety of cooked processed meals and less raw.
- Remove cloth napkin by disposable, which will be handled with tweezers.

* Specialized
-Boost hot dishes, as they offer less risk of infection with the virus.
-Offer more variety of cooked and less raw processed meals.
-Place dispensers with disinfectant solutions at the entrance of restaurants.
-Further distance the tables for the diners (1.5m minimum distance) and as far as possible, will not be mounted until the presence of the customer. Consequently, reorganize work shifts if necessary by the restaurant volume and/or extend schedules.
-Replace cloth napkins with disposable, which will be handled with tweezers. Disposable or washable doyles shall be used.
-Delete the menu and report it verbally or expose them on TV for the customer's choice.
-Elimination of decorative elements from the tables.
-Sanck Bar and Ranchones maintains a la carte service and room service is incorporated into all hotels upon request.

* Kitchen
- Mandatory the use of Virus protection mask and disposable gloves for 100% of the manipulators (cooking and gastronomy) during the performance of their functions.
- Conditions will be created to ensure the washing and disinfection of the hands of area workers and suppliers.
- At this stage the requirement of compliance with the Forward Marching Principle and the Cleaning and Disinfection Program is reinforced, as well as to require the operation of the legumier areas, and the functions of the buffetier.

Public Baths:
- All contact surfaces will be thoroughly cleaned and disinfected daily and reviewed frequently.
- Hand disinfection accessories will be available: Hand Gel Dispenser, bactericidal gel or chlorinated water, drying paper and hand dryer.

Rooms
-Mandatory the use of virus protection mask and disposable gloves for the staff of the housekeeper area who interacts with the objects or lingerie of both clean and dirty rooms (waitresses, supervisions, wardrobes, technical services, minibar, etc.)
-Guests must be offered disinfectant solutions among the room's amenities.
-It is necessary to reinforce the cleanliness of the whole room, but highlighting the disinfection of key elements such as the controls of the television, the telephone, the coffee maker, glasses if possible to place them inside sanitary bags once disinfected.
-Reduce as far as possible non-essential elements of the rooms, such as cushions, magazines or decorative elements, which constitute unnecessary risks.
-Decorative objects such as extra carpets and pillows will be removed. Extra pillows, blankets and bathrobes will be delivered, at the request of the customer, once passed through a disinfection process, wrapped in protective nylon.
-Once the hygiene and disinfection work is completed, they will be closed and placed a seal that will catalog them as "disinfected spaces"; which will only be broken in the presence of the new guests.
-Avoid the allocation of rooms of entrances against exits to keep the rooms empty at least 24 hours after the departure of the customers and until they are occupied again.
-They will be created in hotels, conditions for the isolation of foreign tourists with respiratory symptoms.

Common areas
-Increase the frequency and depth of cleaning and disinfection of both areas and furniture in 100% of common areas.
-There must be places where the customer can access disinfectant solutions.
-Increase the distance between existing squares in each common area.
-Place signs with basic rules of hygiene and silage to be followed by customers when making use of some common space.
-Place disinfection points at the entrance of restaurants, bars, bungalows, elevators, public baths, spa, gym, etc.
-Enhance the use of natural ventilation where feasible.

Elevators
-Cleaning or disinfection of elevators at least 3 times a day. In the morning, late, night.
-At the entrance of the elevators there must be a dispenser with disinfectant gel or chlorinated water.
-Determine the maximum number of people who must be inside the elevator and expose it as part of the information that is placed in the areas. Generally, the allowed capacity will be 50%, except for families or units of coexistence.
-Based on the size of each elevator, marks are available where each guest should be located
-At the entrance of the elevators there must be a dispenser with disinfectant gel or chlorinated water.

Gym
- Establish and ensure social security estrangement.
- Teams will be arranged in a new location ensuring social estrangement.
- Ensure disinfection of all equipment after each use.
- Have a disinfection station at the entrance.
- Remove small items for shared use, such as weights, mats, ropes, etc.
- Provide only bottled water service.

SPA
- Have a disinfection station at the entrance.
- In the waiting room of the SPA it is proposed to eliminate magazines, decorative elements, welcome rituals and ensure that the assembly of chairs and sofas respects a minimum distance of 1.5 meters between customers.
- Magazines, promotional sessions and decorative items must be removed at the SPA reception desk.
- The SPA receptionist must wear gloves and mask, as well as have a cleaning kit at their disposal, thus making it easier to maintain cleaning and disinfection guidelines.
- Delimit the floor and counter to ensure social distance, according to recommended regulations.
- Limit massage services, beauty treatments and hairdressing. Please note that only water facilities will be used.
- Offer only bottled water service.
- Ensure compliance with social estrangement.
- In the bathrooms / toilets of the area:
- Remove towels from hands.
- Remove the locker service.
- Remove bathrobe and flip flops.
- Have gel and paper towel dispensers at the exit of them.
- The bins must be pedal and lid.

Pools
- Calculate and manage the maximum capacity of the different pools and solarium to guarantee the social distance. Generally, decrease the number of customers per m3 in swimming pool to 50% of the previous standard.
- Located 1.5 meters away the sun loungers (including the beach area).
- Comply with the sanitary standard of swimming pools (NC 441-2006), which guarantee aseptic bathing, reinforcing the deep cleanings of the areas and disinfection of elements such as hammocks, daily.

Animation areas
- Ensure physical estrangement among staff, eliminating participatory animation activities or that encourage the concentration of customers.
- Set the safety distance between chairs and tables.
- The activities will be designed and planned in such a way that they allow to control the capacities and respect the minimum safety distance between people, for which the maximum capacity will be disclosed in enclosed areas.
- Avoid the sharing of microphones, set the cleaning and disinfection protocol.
- Ensure safety measures for external shows and allow safety distance at performances
- Pets prohibited.
- Delimit safety zones in the dressing rooms.
- Enhance outdoor activities.

MEASURES TO BE IMPLEMENTED AT THE TRAVEL AGENCY

Information:
•Stay informed about COVID-19 and the forms of contagion and spread, as well as the customer's situation on the ground.
•Use of digital media for promotion and offers, e.g. tables, PC.
•Report that social estrangement will be maintained in restaurants, public spaces and ground transportation on excursions and tourist services programs, among others.

MEDIA ENDOWMENT:
•Disinfectant carpets in the accesses to the corresponding offices.
•Soap, disinfectant gel dispenser or established percent chlorinated substance.
•Basket or pedal bin with disposable bag.
•Disposable napkins or disinfectant towels.
•Extra ness in case a customer needs it in the exchange of information that is established in the arrival or in the meeting of information.

OPERATIONAL REDESIGN:
•Mandatory use of virus protection mask during the sales and/or support process.
•Location of customer chairs one meter away from the edge of the care bureau.
•Cleaning and disinfection with water, liquid detergent and disinfectant substance of all surfaces of frequent contact of the office bureau and the premises.
•Respect interpersonal security distances during the reception service in the arrivals of customers at airports.
•Cleaning and disinfection of frequent contact surfaces, telephone, table, wireless post, chairs, keys, doorknobs, prior to the opening of attention.
•Cleaning and disinfection of working media at the end of each shift (phone, UPS, printer, mailbox, scanner, etc.).
•Establish the daily ventilation/aeration of the offices.
•Distance of furniture and bureaus in offices, guaranteeing the established distance of 1.5 - 2 meters.

Guides during the provision of services shall:
-If you experience any symptoms of the disease, you should inform and refrain from providing the service.
-Use the virus protection mask. Also be aware of evidence of any symptoms of illness in the client, to provide the corresponding assistance.
-Carrying disinfectant solutions (as well as disposable napkins or disinfectant towels) for hands and frequent contact surfaces preferably spray application that facilitates its application quickly, effectively and continuously.
Transmit to customers when receiving the preventive health measures adopted by the country (as well as the legal consequences they may incur in the event of violating them), especially on the use of means of protection and proper hand washing and the use of disinfectants, the importance of social estrangement during visits and travel as far as possible , carpets on access to the facilities and buses, as well as the prohibition of the use of the first two rows of seats on the buses).
-Keep an ongoing watch for any symptomatology that these may present during your stay. Report accessibility to medical service at 24-hour international hotel and hospital facilities.
-During the tours, you must inform your customers of the preventive measures implemented and the restrictions, limitations or modifications in the service to prevent contagions from the analysis of risks and regulations or possible restrictions that apply by the different service providers.
-Encourage customers to wash their hands assiduously in available places and properly use of masks.
-Make sure that the customer has disposable extra virus protection mask s in case he needs it in case of loss, forgetfulness or breakage during the transfer path, which also applies tohimself.
-Ensure within the Protection Kits the guide/Whispers radio devices properly disinfected or single use for communication. Also, frequently disinfect objects for personal and collective use (mobiles, glasses, microphones) throughout the day of service with soap and water when feasible or with chlorinated substance to the established percentage.
-Ensure remote temperature thermometers for circuit guides.
-Take a minimum distance of 1m from customers to avoid direct contact or exchange of salivary drops between them.
-Walking tours and stops for explanation should be done in open spaces.
-Check in the restoration is ensured the hygiene of tables and lounges, as well as the distance of furniture in lounge and bar area. The set distance of 1.5 – 2 meters.
-You must coordinate with borrowers the reservation and guarantee of their protocols to avoid contagion. Coordinate with them certain actions to avoid crowds on the arrival of the groups, including the staggering of schedules.
-Check and require the existence of means of protection of food (bells, lids, screen, etc.) for exposed foods.
-Temporarily suspend the application of direct customer surveys to measure satisfaction.

MEASURES TO BE IMPLEMENTED FOR TRANSPORT SERVICES

Income
- Compulsory use of Virus protection mask and disposable gloves for the workers of the income points during the exercise of their functions.
- Visibly establish safety distance between workers and customers (2 meters), as well as between customers while waiting to receive the service.
- Ensure proper disinfection of the keys, by delivering them to the customer that are arranged in sanitary bags.
- Place signs with basic hygiene and insulation rules to follow by customers at the point of rent.
- Increase the depth of cleaning and disinfection of cars and motorbikes at the end of the rental, emphasizing frequent contact locations.
- Place disinfection points in rental units.
- Encourage the use of credit cards to avoid the use of banknotes and coins.
- Update existing cleaning and disinfection plans with an emphasis primarily on the frequency of cleaning, products to be used and higher contact surfaces such as rental unit door handles.

Ómnibus
- Compulsory use of the Virus protection mask by the drivers during the exercise of their duties.
- Establish separation measures when climbing and lowering buses to avoid agglome- rations and for customers to feel protected.
- Ensure the existence of dispensers with disinfectant solutions at the entrance of the buses.
- Ensure constant and proper disinfection of contact surfaces.
- Increase the frequency and depth of cleaning and disinfection of buses at the conclusion of each service, with emphasis on filters, railings, handrails, seats, etc.
- It is recommended in buses to keep the air conditioning at an ambient temperature between 23º – 26ºC.

MEASURES TO BE IMPLEMENTED BY OPERATIONAL AREAS IN THE NAVIES

-Mandatory use of Virus protection mask and disposable gloves for 100% of crew members.
-Limit the number of customers per boat.
-Place dispensers with disinfectant solutions on boats.
-Constant and proper disinfection of contact surfaces.
-Check and ensure the existence, functioning and proper use of incinerators.
-Ensure the proper preparation of workers that allows active participation in epidemiological surveillance and detection of symptoms of the virus.
-Proper disinfection of the vessels at the end of each service, which implies an increase in the frequency and depth of cleaning and disinfection.
-There must be places where the customer can access masks and disinfectant gels to require them.
-Increase the distance between existing seats in each area on board.
-Place signs with basic rules of hygiene and silage to be followed by customers when making use of some common space.

For rooms and life boats on board:
-Mandatory use of Virus protection mask and disposable gloves for waitresses.
-Disinfectant gels should be offered to customers among the room's amenities.
-Strengthen the cleanliness of the whole room, but highlighting the disinfection of key elements such as the controls of the television, the telephone or the coffee maker, if it is possible to place them in sanitary bags once disinfected.
-Reduce non-essential elements of rooms, such as cushions, magazines, quilts or decorative elements, which constitute unnecessary risks.

 

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