BETHESDA, Ma. – Marriott International announced it will be rolling out a multi-pronged platform to elevate cleanliness standards and hospitality behaviors to meet new health and safety challenges presented by the COVID-19 pandemic.
“We are living in a new age, with COVID-19 front and center for our guests and associates,” said Arne Sorenson, president and CEO, Marriott International.
“We are grateful for the trust our guests have shown us through the years. We want them to understand what we are doing today and planning for … in the areas of cleanliness, hygiene, and social distancing so when they walk through the doors of one of our hotels, they know our commitment to their health and safety is our priority,” Sorensen added. “It is equally important to us our associates know the changes we are making to help safeguard their health as they serve our guests.”
A new way of looking at cleanliness
The company has created the Marriott Global Cleanliness Council to tackle the realities of the COVID-19 pandemic at the hotel level and further advance the company’s efforts.
The Marriott Global Cleanliness Council is focused on developing the next level of global hospitality cleanliness standards, norms, and behaviors designed to minimize risk and enhance safety for consumers and employees.
The council is chaired by Ray Bennett, chief global officer, global operations, Marriott International, and will benefit from knowledge and input from both in-house and outside experts including senior leaders from across Marriott disciplines like housekeeping, engineering, food safety, occupational health, and associate wellbeing.
“Marriott has a long tradition of emphasizing cleanliness in our care of guestrooms and in the public spaces of our hotels,” said Bennett. “Through the council and scientific advice of experts, we are taking a thoughtful approach to set an even higher bar of cleanliness and develop new guest interaction protocols. The Marriott Global Cleanliness Council is focused on more than just disinfection across the hotel; we are providing a holistic approach designed to take care of our guests and associates.”
Enhanced technology to counter virus spread
Marriott is rolling out enhanced technologies over the next few months, including electrostatic sprayers with hospital-grade disinfectant to sanitize surfaces throughout the hotel. Electrostatic spraying technology uses the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) to treat known pathogens. The sprayers rapidly clean and disinfect entire areas and can be used to clean and disinfect guestrooms, lobbies, gyms, and other public areas. In addition, the company is testing ultraviolet (UV) light technology for sanitizing keys for guests and devices shared by associates.
Over the next few months, Marriott guests will notice a number of additions to the cleaning regimen designed to set an even higher standard of cleanliness for the hotels. Specific areas of focus include:
- Surface areas: COVID-19 has raised awareness about the importance of high-touch surface cleanliness. In public spaces, the company has added to its cleaning protocols, requiring surfaces are thoroughly treated with hospital-grade disinfectants and cleaning is done with increased frequency. In guestrooms, the company is requiring all surfaces are thoroughly cleaned with hospital-grade disinfectants. Marriott will also be placing disinfecting wipes in each room for guests’ personal use.
- Guest contact: The CDC and WHO warn direct, person-to-person contact is the primary way COVID-19 is spread. To help alleviate the risk of transmission this way, the company will be using signage in its lobbies to remind guests to maintain social distancing protocols and removing or re-arranging furniture to allow more space for distancing. Marriott also may add partitions at front desks to provide an extra level of precaution for guests and associates and is working with supply chain partners to make masks and gloves available. The company is installing more hand sanitizing stations at the entrances to its hotels, as well as near the front desk, elevator banks, and fitness and meeting spaces. In addition, in more than 3,200 of Marriott’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact.
- Food Safety: Marriott’s food safety program includes enhanced sanitation guidelines and training videos for all operational associates including hygiene and disinfecting practices.
All food handlers and supervisors are trained on safe food preparation and service practices. Marriott’s food and beverage operations are required to conduct self-inspection using the company’s food safety standards as guidelines, and compliance is validated by independent audits. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.
“Safety for our guests and associates has always been a top priority for Marriott and today that discussion of safety is in the context of COVID-19,” said Bennett. “We want our guests to know we are doing everything we can to welcome them back to a safe and clean hotel environment when they start traveling again.”