A sophisticated and top-quality service combined with authenticity and personal care is a maxim widely appreciated and understood by guests at Siam Kempinski Hotel Bangkok.
This has now been enhanced by the introduction of the ‘Kempinski White Glove Services’ as part of a global programme rolled out by the international luxury hotel group with European roots.
This extensive service, which covers every aspect of each luxury hotel’s service operations, is part of wide-ranging protocols now in place that conform to local, national and international health and safety regulations as well as COVID-19 guidelines.
‘It is crucial that we continue to deliver service at the highest level to our guests in a clean and safe environment. Every guest and visitor must have total confidence in the cleanliness and disinfection of our premises, and we, of course, are eager to continue and
even surpass our levels of personalised service,’ said Richard Schestak, Managing Director – Siam Kempinski Hotel Bangkok.
To support the implementation of the Kempinski White Glove Services, the company has issued comprehensive guidelines to all Kempinski hotels worldwide that detail the essential health and safety procedures during the COVID-19 pandemic across all aspects of daily operations, including the arrival of guests; the set-up of public areas; food and beverage outlets; housekeeping; and the spa, fitness centre and swimming pool.
‘White-glove service has always been a symbol of luxury and refined elegance. Guided by health and safety recommendations, coupled with our desire to adapt our service
culture to the current challenges facing the tourism and hospitality sectors, we ensure that, with the White Glove Services, our guests enjoy a combination of luxury and comfort with safety, security and peace of mind,’ added Richard Schestak.
All employees at Siam Kempinski Hotel Bangkok wear white gloves as well as face masks during all guest interactions, and the amenities in every guestroom now include hand sanitisers as well as face masks.
Hotel staff are observing essential social distancing when interacting with guests by maintaining a gap of at least 1.5 m. Furniture in public areas, including the lobby, restaurants and meeting/event spaces, has been repositioned to observe the same social distancing guidelines.
There are now mandatory temperature checks on all residents, visitors, employees and suppliers as they arrive at the hotel, and hand sanitisers are positioned at all entrances of the hotel, and in public areas, restaurants and meeting/event venues.
Enhanced cleaning plans are provided by hygiene products supplier Diversey through wall charts and online guidelines to visualise, step by step, the flow of disinfection and cleaning of all hotel areas. High-touch surfaces are disinfected every 30 minutes, and periodical deep cleaning of all public spaces is performed within the hotel.
Sanitising stations are located throughout the hotel; guestroom key cards and pens are disinfected before and after usage; and air purifiers are also used to clean and freshen the air in guestrooms.
Absolute privacy is offered to guests that prefer not to permit hotel staff to enter their room. A new ‘Privacy’ sign ensures that this privacy is maintained, with all requested in-room guest services, such as meals and laundry, being conducted at the door.
‘The list of measures to be taken is long and complex,’ explained Richard Schestak. ‘However, appropriate high-level hygiene standards are key to reassuring our valued guests that a stay at Siam Kempinski Hotel Bangkok, during or after the coronavirus
lockdown, offers an environment in which personal safety in any respect may be assured without sacrificing the high standards of professional luxury service.’
All food and beverages in the hotel are prepared with closed-surface containers or served beside each table.
These important procedures are also being applied in back-of-house areas, such as the staff canteen. To limit the number of employees taking a meal break at the same time, the service hours of the staff canteen have been extended, and some tables and chairs have been removed/blocked off to maintain essential social distancing.
SUMMARY OF PRIMARY PROCEDURES:
Temperature checks are conducted on all guests, employees and suppliers entering the hotel. There are no exceptions to this policy.
FACE MASK AND GLOVES
All employees interacting with guests must wear a face mask and gloves at all times. All guests must wear a face mask in the public areas at all times, except when enjoying the bars, restaurants and swimming pool. There are no exceptions to this policy.
Sanitising stations are positioned strategically and conveniently in all public areas of Siam Kempinski Hotel Bangkok.
CLEANING AND DISINFECTION
We use products produced by Diversey, a global leader in delivering revolutionary cleaning and hygiene technologies. Enhanced cleaning and disinfection procedures have been implemented in guestrooms, public spaces, lifts, restaurants, bars, the health club and the spa and throughout the hotel’s back-of-house operations. High-touch surface areas are disinfected every 30 minutes, and public spaces are subject to a ‘deep clean’ on a regular basis.
MODIFIED SPACE LAYOUTS AND SEATING ARRANGEMENTS
Public spaces have been modified in line with current national and city guidelines on social distancing and welfare. There is, therefore, a minimum distance of 1.5 to 2 m between seats in the bars, restaurants and lobby and at the poolside.
GUESTROOM CLEANLINESS AND IN-ROOM AMENITIES
Housekeeping staff follow strict protocols when undertaking enhanced cleaning and disinfection procedures, using Diversey products. An air purifier or steriliser is used as a final measure, leaving each room with a fresh, clean and fragrant aroma. Each guest receives a complimentary face mask and a hand sanitiser upon arrival.
GUEST PRIVACY LEVEL
Privacy is, of course, of the utmost importance, and we are aware that guests may choose not to have staff members entering their room to conduct standard hotel services, such as evening turndown. To respect any such wishes, the hotel offers a ‘Privacy Service’, whereby guests may make a specific request for service at any time.
All meals are prepared to very high safety standards and controlled by the HACCP (Hazard Analysis and Critical Control Points) system and ACFS (All Clean Facility Services). No buffet-style services are currently available, but the hotel offers à la carte dishes throughout the day, including breakfast.
POOL PRE-REGISTERED POLICY
To respect social distancing in the swimming pool, we reserve the pool exclusively for registered in-house guests, and we implement social distancing in line with current regulations. This helps us to manage the number of guests in the pool at any one time.
STAY FIT WITH COACHING APP
The TWellness coaching mobile application (TWellness App) is a digital solution for in-room training developed by the hotel’s Health Club equipment brand Technogym. It is designed to help you stay fit and healthy in the comfort of your air-conditioned guestroom.