We are Committed to your Well-being, Safety & Security

We appreciate your continued loyalty and trust in The Grand Royal Swiss Hotel. As we gear up to adopt to the new routine occasioned by COVID-19, our commitment and responsibility towards your well-being is our utmost priority. In addressing the unique challenges presented by this pandemic, we have raised our standards considerably to fit the “new normal” standards as illustrated below.

Raising the Bar to the New Normal

With the guidelines from the Government of Kenya | Ministry of Health | Ministry of Tourism and Wildlife | WHO, the below new protocols have already been implemented, an indication of our commitment to keeping our associates, guests and customers safe.

Certified Safe for your Stay

A Collective Responsibility

Given that the new norms are a collective responsibility by our associates, our guests and customers, we are regularly monitoring the new protocols and directions by the Government and Authorities to ensure safety is priority and likewise, we expect all our guests to equally take steps to protect everyone’s health. Ensure to travel only when feeling well, practice good hand hygiene and maintain social distancing in high-traffic areas throughout the hotel. Furthermore, we welcome any suggestions from you on what we could be doing better.

This is How we Do It

Our standards, procedures and policies have been created to highlight the below norms as per the guidelines from Government of Kenya | Ministry of Health | Ministry of Tourism and Wildlife | WHO:

• We have explored and are now implementing practices with “e” services in our hotel.
• Greetings have been modified to a nod | wave | or a bow, while continuing to ensure guest needs are met.
• Guests and associates are encouraged to practice physical distancing by standing at least 2 meters away from others in any area where queuing is done. Most such areas are however clearly marked and these will guide you accordingly.
• Lobby furniture, restaurant | Bar | Lounge layouts and other public area seating areas are reconfigured to the right distancing recommended.
• All associates wear a face mask as part of the uniform.
• All guests and customers are required to wear personal face masks.
• High emphasis on hygiene and cleanliness is in place.
• Deeper, more frequent cleaning is currently happening.
• The implementation of temperature testing for guests and associates in our hotel is mandatory as per the direction by the Government.
• Kindly note that all guests, associates and staffs will only access the premises after exhibiting the recommended body temperature i.e. below 100.4 degrees Fahrenheit.
• While serving food and beverages, hotel will continue to follow guidelines from the authority as applicable.
• We have minimized items like condiments | silverware | glassware |napkins | towels in guest rooms and on tables to allow for effective disinfection in between each guest. Guest can call us at the front desk and assistance and services will be delivered as per the request.
• Guest payment methods at the time of check-in and check-out have been modified and encourage guests to avoid settling bills by cash.

Covid-19 Case Protocols

We follow the directives from the Government and Ministry of Health. In the event that guests or associates get ill with COVID-19 related symptoms as below:

• We isolate the guest or associate to the isolation room in the hotel.
• Immediately thereafter, the local health authorities are called and informed of the same.
• Instructions given by the authorities are carefully followed.
• In the event of a guest with a confirmed case of COVID-19, his or her guest room will be removed
• from service to undergo a specific cleaning protocol. The guest room will be kept sealed for 72
• hours and the guest room will not be returned to service until the room is deemed safe, and consistent with the guidance of local health authorities.
• Similar recovery protocols address public areas, associate offices and work areas.

• The Hotel
• Front Desk
• Guest Rooms
• Dining
• Meetings & Events
• Spa & Gym

• Enhanced Cleaning
  Cleaning protocols are in place for every space of the hotel; especially for high-traffic areas and high touch surfaces.
• Hand Hygiene
  Hand washing requirements for associates and guests; sanitizer dispensers are placed strategically throughout the hotel.
• Less Contact
  Utilization of touch-less and low-touch solutions is the model in place. Guests are encouraged to pay by M-Pesa | Credit/Debit cards rather than cash.
• Physical Distancing
  Modified floor plans with reduced seating capacities and queuing through floor signage are in place.
• Minimize Reuse
  We are minimizing shared use items and appliances and using disposable, single-use items.
• Training
  Training on the new norms and protocols for all associates is done continually.
• Personal Protective Equipment
  Face covering masks are required of all associates, guests and customers.

• Express Checkin
  We are utilizing available technology to collect the guest details and ID/Passport copies
  prior to guest arrivals. We encourage guests to pay by M-Pesa | Credit/Debit cards.
• Queues
  We encourage queuing through floor labels and have signage to remind guests of physical
  distancing requirements.
• Associate Care
  We request guests to use sanitizer and will ensure a maximum of 02 guests at the reception
  area. We’ll also sanitize all guest used pens before and after guest use.
• Hand Sanitizer
  Dispensers are stationed throughout hotel, with focus in high-traffic areas.
• Disinfecting Key Cards
  These are disinfected between stays; keys are always sanitized prior to handover to guests.
• Bell Carts
  Luggage will be sanitized after associate touch; bell carts too will be sanitized after each use.
• On-Call Assistance
  Guests can call numbers 100 / 200 from their rooms for any assistance required.
• Check Out
  Contactless payment methods to facilitate social distancing are now applicable. Guests are
  encouraged to pay by M-Pesa | Credit/Debit cards rather than cash.

• Deep Cleaning
  Deep cleaning between guest stays; keep the used rooms for 72 hours after guest check-out; focused on using the right chemicals in every single part of the room. Disinfection of all furniture, fixtures and surfaces.
• Amenities on Call
  Keeping minimum towels in the room; no mini bar items; amenities will be provided to room on call to front desk at 100
• High-Touch Items
  Deeper cleaning of high-touch items
• Removal of Non-essential Items
  Reducing or removing non-essential high-touch items (magazine or books etc.)
• Associate Entry + PPE
  Modifying in-stay housekeeping frequency; turn down service only on request.
• In-Room Dining
  Highly recommend in-room dining

• Reduced Seats
  Modified floor plans and reduced seatings to ensure physical distancing; surfaces sanitized
  between guest use.
• Reservations
  Defined occupancy and seating times; require reservations to control flow when busy.
• Food Safety
  Appropriate PPE use for food handling; compliance with industry food safety protocols;
  elimination or strict modification of self-service food stations.
• Bar Service
  Frequent cleaning of all bar equipments; modified procedures for garnishes and glassware.
• Alternate Menu Options
  Limited Menu with options can be discussed with guest. Customize the order.
• Grab & Go
  Modified food delivery options including take away.
• Pay-at-Table Options
  Reduced handling of guest personal property; alternate payment options including
  contactless self-checkout.

• Registration
  We have in place separate Registration areas and have added necessary signage for awareness on the present state together with clearly marked meeting entrances/exits.
• Room Sets | Table Settings
  No or limited linen table options where ever possible; customized floor plans with seating capacities reviewed for each individual meetings. Sanitized audio-visual equipment; assistance on call; minimized table settings; follow distancing protocols.
• Breaks
  Single-serve and pre-packaged condiments are preferred with breaks coordinated across groups to manage guest traffic. Snacks to be served to the guest rather than self service.
• Meals
  Modified buffets with servers to be used with enhanced queue management.
• Cleanliness
  More frequent cleaning will be done in high traffic areas and during breaks.
• Request & Billing
  Touchless options for settling bills. E-bills/e-invoices will be provided and reduced handling of planner’s personal meeting materials.

• Deep Cleaning
  Ongoing is the sanitization of equipment, treatment rooms and lounge areas between uses; disinfection of all furniture, fixtures and surfaces; sanitization of hair dryers and other guest amenities.
• Sanitisation Station
  Hand sanitizer stations are placed strategically in the common areas.
• Pre-Booking
  Kindly book your spa and gym visit prior, to enable physical distancing protocols to be implemented. Limited guests will access the Gym and Spa in line with the distancing requirements. Longer appointment lengths will be observed to allow for deep cleaning between sessions.
• Locker Rooms
  Lockers and keys will be sanitized between uses.
• Payment
  Contactless payment methods to facilitate social distancing where applicable. Guests are encouraged to pay by MPESA | Credit/Debit cards and provide E-Bills.