DENHAM, U.K. — IHG Hotels & Resorts is introducing enhanced measures, redefining cleanliness and supporting guests’ personal well-being throughout their stay.

Using new, science-led protocols and service measures, partnering with industry-leading experts Cleveland Clinic, Ecolab and Diversey and launching a global IHG Clean Promise, the strengthened measures are designed to give guests greater confidence and hotel teams the protection needed.

“The future of travel may look different, but a safe, secure stay is fundamental to deliver true hospitality — and that will never change,” says Keith Barr, Chief Executive Officer, IHG. “By combining IHG’s world-class knowledge and processes with cutting-edge expertise from Cleveland Clinic, Ecolab and Diversey, we can reassure guests and colleagues that we’re focused on protecting their health and well-being. This includes looking at where technology can make a difference, deploying enhanced, highly visible and more-frequent cleaning measures and different approaches to food and beverage, all underpinned by our new IHG Clean Promise.”

The IHG Way-of-Clean program — launched in 2015 and developed with Ecolab and Diversey — is being expanded with additional COVID-19 protocols and best practices (many of which are already in place) to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention and local public-health authorities in markets around the world.

IHG Way of Clean already includes deep cleaning with hospital-grade disinfectants and, going forward, guests can expect to see evolved procedures in every area of the hotel. These may include:

  • Reception — reduced contact at check-in, touchless transactions, front-desk screens, sanitizer stations, sanitized key cards and paperless checkout
  • Guestrooms — visible verification of sanitized items (e.g., glassware, remote control), reduction of in-room furnishings/high-touch items, new laundry protocols and use of new technology
  • Public Spaces and Facilities — additional deep cleaning of high-touch surfaces, physical distancing, ‘last-cleaned’ charts and best practices for pools, fitness centres and lounges 
  • Food & Beverage — new standards and service approach to buffets, banquets, room service and catering

IHG is also working closely with a team of medical experts at the world-renowned Cleveland Clinic to develop guidance and resources for hotel teams on returning to work and keeping guests safe in this new environment. These resources may include cleanliness information in hotels and on IHG’s booking channels; physical-distancing operating procedures and signage; guidance on the use of protective equipment; updated employee training and certification; availability of individual guest-amenity cleaning kits; and hand sanitizer and disinfecting wipes available in guestrooms and high-touch areas.

The company’s new Clean Promise will roll out globally starting June 1 and will be led by IHG’s new Global Cleanliness Board, which features internal experts in operations, health, safety and guest experience. The board will work with external specialists, including James Merlino, Chief Clinical Transformation Officer at Cleveland Clinic, to define solutions, best practice and implement processes.

On-property, hotel teams will also appoint Clean Champions who will focus on guests and colleagues as they navigate the new environment and help on-property teams to consistently deliver these elevated cleanliness standards.


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