COVID-19 SECURE

COVID SECURE

Our Big White Doors are open once again!

After 3 months of lockdown we are absolutely thrilled to announce we are now open and ready to see you all.

We have missed our guests, and indeed each other, but we have been working incredibly hard to ensure that we are COVID secure.  The welfare of our guests and our staff is always our priority.  When you visit us we want you to feel assured that we have in place all the precautions to minimise the spread of this terrible virus and keep you, your family and friends safe.

We have rethought and reworked our hotel operations. One-way (and different) guest and staff flows, social distancing to keep everyone apart, frequent opportunities to wash/sanitise hands, different uniforms to make washing every night easier.  These are a few of the measures we have put in place.  Our teams have been trained so we can get back to doing what we do best and that is giving you, our guests, the ‘Warmest Welcome in the West’.   

Keeping our hotel residents & day guests safe

1 July 2020

We’ve looked at each step of the customer journey to assess how we can keep you as safe as possible, whilst still giving you the outstanding experience you expect.

We have carried out an overall risk assessment and developed detailed hotel protocols.   The key steps we have taken overall are to ensure that:

1) We offer hand-washing/sanitizing opportunities and have increased the frequency of cleaning touch point surfaces throughout the hotel

2) We have made every reasonable effort to enable our guests and staff to keep apart within social distancing requirements, including arriving, departing and travelling around the hotel.  Specifically 2m, or 1m Plus with risk mitigation:

  • Increasing the frequency of handwashing and surface cleaning
  • Keeping activity time involved as short as possible
  • Using screens or barriers to separate guests or staff from each other
  • Walking/sitting back-to-back or side-to-side (versus face to face)

*Please note: our processes and precautions will be under constant review, and this guide will be constantly updated to give you the very latest information. We will, of course, always comply with all government regulations and guidance – and more.

the finer points…

You can book your stay online at www.falconhotel.com or by calling our hotel reservations team at 01288 352005 between 10:00 a.m. and 6:00 p.m. We recommend before booking your stay that you read through our COVID-19 Secure procedures to ensure you understand all the actions we have in place to keep you safe during your stay.

If you have any concerns about your time with us, our team will be happy to talk to you further about these.

 

  • We request that if you are displaying any symptoms of Covid-19 that you call us to postpone your stay. The symptoms include; a new continuous cough, high temperature, or loss of smell and taste
  • We have a contactless check-in process. 3 days prior to your arrival we will email or contact you with all the necessary information about your stay, our latest Covid-19 management processes and information about the local areas.
  • We request that if you are displaying any symptoms of Covid-19 that you call us to postpone your visit to the hotel. The symptoms include; a new continuous cough, high temperature, or loss of smell and taste
  • All guests will be asked to enter the hotel through the main front door.
  • Guests will be greeted and welcomed by a host who will direct them through the hotel’s one-way guest flow system to where they would like to go.
  • Where the hotel is unable to provide a one-way direction there will be instructions that guests either give way to those already in the ‘pinch point’ or pass through back-to-back
  • We have in place signage throughout the hotel detailing the guidelines we have in place to protect you and our staff.  
  • Hand sanitiser will be provided at the hotel entrance and throughout the property. We would ask you to use these before entering the hotel.
  • The lobby in the hotel has been reconfigured and marked out to ensure social distancing can always be maintained.
  • We have added a screen to our reception desk so we can all keep our distance. We request only 1 party member per booking approach the desk (within the markers indicted on the floor). If it is super busy we would ask that the other guests remain in their car until you have the key
  • Please note we have thermometers at reception should you feel concerned at any point during your stay.
  • Our check-in process has been streamlined to allow for a fast and reduced-contact experience. All you have to do is collect your key (which will have been wiped and is in a pre-sanitized envelope) from the front desk.  Our check-in time remains the same from 14:00
  • We will be keeping a temporary record of hotel residents for 21 days to assist the NHS Test and trace programme if required
  • Please also note that we will only be accepting debit and credit cards for the foreseeable future, to avoid the handling of cash.
  • During these times unfortunately, we have been advised against handling your luggage or belongings or showing you around the hotel or to you room. If necessary, luggage can be placed by the guest on the Bellboy and taken up to the guest’s room by hotel staff at a later time.  The trolley would be left at the guest’s door.  When you have taken the luggage off the trolley you can call down to reception for pick-up
  • All surfaces, door handles and equipment will be regularly cleaned and sanitized throughout the day by our housekeeping team
  • If you have any special requirements, please let us know before you arrive or if you have any questions throughout your stay simply dial 0 from the phone in your room
  • We are now getting used to working in the “new normal” environment, but changes to guidance are frequent and fast moving.

    Face coverings are now being worn in many indoor shops & venues and is now also recommended in hotel lobbies and corridors. This is expected to become mandatory as of 8 August 2020. Therefore, we respectfully ask that, as of Friday 7 August, if you are visiting the Falcon Hotel to eat or stay, that face coverings are worn in our reception area and hotel corridors. We do not expect diners to wear a mask at their table.

  • We have set up hand sanitisers throughout the hotel for guest use and we would ask that these are used when entering the hotel

  • Extensive cleaning of shared surfaces will be conducted throughout the day by our housekeeping team
  • We have equipped our washrooms with sanitising handwash and disposable hand towels as a safer alternative to hand dryers. Only 1 person at a time will be allowed in any public washroom throughout the hotel
  • We ask that guests who are staying with us use the bathrooms in their bedrooms to minimize queuing for washrooms in the public areas
  • Guests are welcome to use the lift but we request that they are occupied by only 1 person or 1 household (or social bubble) at a time. Product will be available to wipe control buttons down
  • When walking through the hotel we would ask that you please use your consideration by keeping a social distance of a minimum of 2m between yourself and other guests walking in the same direction. If moving in a different direction we would ask guests to give way to those already in the corridor or pass back-to back.
  • When using the stairs, guests will be asked not to touch the railings. Where this is not possible tissues/paper towel will be provided at the bottom/top of each flight of stairs.  Should someone else be on the stairs then they will be asked to wait on the landing giving priority to those climbing upwards.
  • We have put in place floor markings and guidance signage throughout the hotel to assist. 
  • Every guest bedroom and en-suite will be fully sanitised before each stay and sealed to ensure no contamination occurs prior to your arrival.
  • Fabric items such as mattresses, pillows, cushions, carpet, chairs and other furniture is sprayed with an approved sanitising solution, which is effective in killing Covid-19 but otherwise harmless to you and us.
  • Welcome packs (including a hand sanitiser and key information guide) will be in the room prior to arrival
  • Linens, towels and robes are professionally washed on a high heat, with added sanitisation.
  • Any printed material has been laminated and sanitised before and after your stay.
  • Our housekeeping teams undergo strict sanitisation prior to starting work and will wear the appropriate PPE during cleaning.
  • Should you prefer, housekeeping will not enter you room during your stay. You will be asked by the reception team prior to check-in

Food and drink can make a holiday.  We have a new head chef Michael Dodson (aka Magic) who has been working hard to develop simple but delicious dishes that can be produced within the confines of social distancing in the kitchen and without risk of cross contamination.  He is also anxious to bring back some Falcon Favourites our version of comfort food.    He has also introduced to the Falcon a new line of home baked Pizzas.

We are fortunate to have several options for dining (Coachman’s Bar and Grill, the newly renovated Breakwater Brasserie, the Gallery, outside terraces and fabulous gardens).   You can dine with us feeling assured that we have in place precautions to minimise the spread of Covid-19 and keep you and your fellow diners safe.

 

Breakfast

 

Hotel residents will be offered an a la carte breakfast to enjoy during their stay (Daily 8:00 am to 10:00 pm).  Reservations will be required at the time of check-in so that we can better manage the flow of guests    (Breakfast will be open to non-residents.  Reservations will be required)

 

 

Lunch and Dinner

 

  1. Tables must be reserved indoors by both hotel residents and day guests.  To ensure we meet guidance for social distancing we can only accept tables of any two households (or support bubbles)
  2. Seating on the Terraces will be on a first come first served basis. We will only be able to seat tables of any two households (or support bubbles) or 6 individuals from different households.
  3. There will be full table service throughout the hotel for both meals and drink
  4. Hotel residents can dine in their room.  We will ensure that guests know what the hotel protocols for Room Service will be in their welcome kit.
  5. We will be offering a Take-Out Service.  All orders to be phoned in to Reception before 4:30 pm.  Collection time and payment will be taken at the time of booking.  Meals can be picked up at the Breakwater Brasserie exit
  6. We have created separate entry and exit points to our restaurants where possible, limiting contact and maintaining social distance between all guests and our staff.
  7. Hand sanitising stations will be set up at the entry and exit points and should be used every time you enter or exit dining areas.
  8. We have equipped our washrooms with sanitising handwash and disposable hand towels as a safer alternative to hand dryers. Only 1 person at a time will be allowed in any public washroom throughout the hotel
  9. We ask that guests who are staying with us use the bathrooms in their bedrooms to minimize queuing for washrooms in the public areas
  10. Enhanced cleaning protocols will be implemented with focus on surfaces such as bar tops, tables, chairs, counter tills and card machines
  11. Payment will be taken at guest tables by the wait staff.  The hotel will not accept cash we can only accept credit or debit card payments
  12. We will keep a temporary record of our day guests for 21 days to assist HNS Test and Trace with a request for data if needed
  13. We request that if you are displaying any symptoms of Covid-19 that you call us to postpone your visit to the hotel.
  1. Arrangements can be made with Reception prior to arrival as to the receipt of the final bill and mode of payment. All of which can be done remotely
  2. To check out, all you need to do is return your room key to the box in reception.
  3. We ask that you use the hand sanitisers at the exits before leaving the hotel

.

We have followed government Covid-19 Secure workplace guidance and introduced:

  1. Increased frequency of handwashing for 20 seconds with water and soap and the importance of proper drying with disposable towels as a safer alternative to hand dryers
  2. Regular back of house cleaning throughout the day
  3. Staggered staff breaks and where possible, small teams on shift
  4. PPE where appropriate
  5. One-way traffic flow for back of house
  6. Reconfigured workspaces and enabled some team members to work from home
  7. Minimized kitchen and front of house interaction
  • All of our hotel teams have been briefed, trained and prepared for re-opening on the new levels of health and hygiene we’re working to. There will be on-going signage back of house to keep this top of mind.
  • We will conduct health check’s of our teams to make sure they are ready and able to return to work.
  • Ongoing vigilance will be covered by Key Managers to ensure everyone who comes to work is symptom free and fit to do so. This includes a daily temperature check on arrival at work and self-certification that they are symptom free
  • Anyone who shows symptoms will be sent home and advised to follow the stay at home guidance for Test and Trace  

We are now getting used to working in the “new normal” environment, but changes to guidance are frequent and fast moving.

Face coverings are now being worn in many indoor shops & venues and is now also recommended in hotel lobbies and corridors. This is expected to become mandatory as of 8 August 2020. Therefore, we respectfully ask that, as of Friday 7 August, if you are visiting the Falcon Hotel to eat or stay, that face coverings are worn in our reception area and hotel corridors. We do not expect diners to wear a mask at their table.