Dept ToDo Done

Implement the cleaning and disinfection plan in the entire hotel following the instructions in the Cleaning and Disinfection
Guide for the COVID-19 Context.
Inform and train all hotel staff about COVID-19
Provide information on exposure to coronavirus (modes of transmission, prevention, use of PPE and placement, particularly
sensitive personnel, etc.).
Implement training, preferably online, about exposure to coronavirus (modes of transmission, prevention, use of PPE and
placement, particularly sensitive personnel, etc.).
Recalculate the capacity of all hotel facilities (including staff areas and lifts)
Ensure that information on the new capacity for the different facilities is published and displayed.
Review the distribution of spaces (furniture, shelves, corridors, etc.) to adapt them to the new social distancing
requirements.
Review work schedules to adapt to new regulations
Organise the transit of people
Contact Regional Marketing to request the post COVID-19 signage pack

GENERAL
 Dept ToDo Done
HGM
Hotel Operations
Communicate the opening date to the relevant authorities
Redefine policies for staff dining rooms, working hours, cleaning
Make sure cash funds are available to the Treasury department
Check that the required maintenance services have been contracted
Make sure teams are trained in the new procedures
Ensure the availability of the required sanitary material and PPE for both customers and employees
Review the new layouts of the public areas and personnel areas
Review work schedules to adapt to new regulations
Ensure the definition of rules for the use of facilities in workspaces and shared spaces to ensure social distancing
(e.g. in lifts, dining rooms, entrances and public areas, changing rooms).
Review personnel needs with department heads and HR
Appoint a person responsible for post-covid health and safety (GEX - Covid19 Safety Ambassador)
Support documents
Adapt the hotel's emergency plan to the current situation
Monitor the performance of inventories
Supervise inventories of room equipment
Supervise inventories of warehouse equipment
Supervise inventories of maintenance equipment
Supervise inventories of housekeeping equipment
Supervise inventories of kitchen equipment
Supervise inventories of bar equipment
Supervise inventories of restaurant equipment
Supervise inventories of office equipment
Supervise inventories of event room equipment
Supervise inventories of activities equipment
Supervise inventories of spa and gym equipment
Supervise inventories of outdoor equipment
Supervise inventories of personnel equipment (lockers, etc.)
Supervise inventories of switchboard equipment
Supervise inventories of Personal Protective Equipment (PPE)
Supervise inventories of hotel signage + dynamic screens
Supervise inventories of Sensory Architecture
Supervise inventories of uniforms
Check list for risk limitation
Check lock and procedures with keys for storage areas and kitchen stores
Ensure that all department heads have the standards that apply to their department/area. They must ensure
awareness of the standards among their teams and their correct application in their department.
Ensure, together with the regional office, the implementation of protocols that guarantee the safety of customers
and their communication to all personnel.
Ensure that each department head monitors the correct operation of computer software applicable to their
department (Hmobile, SIHOT, Salesforce, etc.)

HOTEL GM
 Dept ToDo Done
FO
Review the inventory of materials done
Prepare orders and transmit the purchase request done
Request petty cash for reception done
Register/eliminate all users required done
Click on remove automatic closure of accounts done
Click on remove switchboard call rerouting done
Check that the UNICEF option has been disabled done
Eliminate “out of office” message and activate all emails done
Check equipment works correctly done
Check inventory and custody of master keys (with Security Department if applicable) done
Check inventory of standard keys (with Security Department if applicable) done
Ensure implementation of the Cleaning and Disinfection Plan for the area. done
Adapt workstations to guarantee social distancing (2m) or install screens. done
Remove decorative items from the front desk and collateral materials. done
Eliminate the standard set-up for Meliá Rewards. done
Install a protective screen between customers and receptionists done
Indicate distances required between the front desk and customers done
Define procedures to follow to inform customers after the elimination of the valet parking service. Continue to
help with luggage. done
Have gloves available at the front desk to offer customers at check-in done
Ensure hand sanitizers are used and the workplace cleaned before the start of the shift done
Have masks available for any customers with symptoms done
Have a tray or something similar available for receiving cash. done
Adjust the luggage storage process done
Adjust the customer parcel collection process done
Have contact information available for health centres, emergencies, private doctors to request assistance or
information. done
Make available a non-contact thermometer. done
Prepare work schedules for the workforce by areas done
Report hiring needs depending on occupancy to Hotel Management and Human Resources done
Plan department objectives (occupancy, average room rate, upselling) F/U
Together with the MICE manager or the GEX if there is no MICE manager, review the status of groups and group
requests. N/A
Coordinate with the maintenance team any rooms blocked for maintenance work. done
ENTRANCE
Ensure that there are outdoor pedal bins with a lid. done

Make available a sterilisation station for customers (disposable paper, disinfectant and hydroalcoholic hand gel) done
Define a protocol for opening the main doors if they are not automatic done

Install hydroalcoholic gel dispensers at the entrance to the toilets. Ensure that there is a pedal bin with a lid. done
Use screens to announce the preventative measures implemented and the guidelines to be followed by customers.
(in multiple languages) F/U
CHECK IN
Ensure disinfection after any exchange of objects between customers and employees done
Make available disinfected pens for customers/ Include key information in the accommodation contract. done
Take payment for the stay. Recommended to minimise the number of customer interactions. F/U
Remember to hand over the key (without a key card holder) and accommodation contract for signature done
Ensure there is information about hotel services on screens in several languages. F/U
Send a digital copy of the welcome message, invoice, etc. F/U
Inform customers that measures have been taken to ensure their well-being which may mean they have a
different hotel experience. done
Disinfect the workstation after contact with customers done
Group check-in (rooms). Without the option of digital check-in N/A
Make a space available with a disinfection stand and a table with a protective screen. done
Prepare documentation and keys in advance. done
Inform customers that information on hotel services and their event will be sent digitally. done

CHECK-OUT
FO
 Dept ToDo Done
Make available a container for returning the keys which can then be disinfected done
Perform the check-out process automatically at the time indicated in the accommodation contract done
Group Check-Out
If the group does not have full credit, request a credit card from attendees in advance to make charges for extras
during their stay. N/A - F/U

Behaviour before customers with symptoms

Ensure implementation of procedures when faced with a customer with symptoms (see Global Operations Guide
Covid-19 v2 page 25) done
Train teams in how to detect symptoms and the process for making sure customers are seen by a doctor. F/U
SOP
Review all SOPs for adaptation to the current situation following the guidelines: F/U

Check-in process
Check-out process on Progress
Luggage storage
Receipt of customer parcels
Valet parking
Define new SOPs for customer service (distancing, non-verbal communication, phraseology) on Progress
Review the SOP for upselling, the different services to be offered, price range, hourly or seasonal offers, etc. on Progress
including commission process and registering sales.
Review the SOP for the implementation of welcome rituals for the brand. on Progress
Review SOP for merchandise sales and maintenance. on Progress
Review SOP for payments with MeliáRewards points. on Progress
TRAINING
Train the entire reception team on brand standards adapted to the new post-Covid 19 scenario. on Progress
Train the reception team in merchandise sales, if applicable. on Progress
Train the reception team in incident management. on Progress
Train teams in SOPs: incident management, VIP customer management, etc. on Progress

Ensure that the entire team is aware of the experience book and that they transmit experiences correctly to
customers. Ensure that the team knows the booking procedures and phone numbers for any experiences provided
by external suppliers or the person in the hotel responsible for any internal experiences. done
Train teams in emergency procedures (fire, someone trapped in the lift, problems in a room, accidents,
procedure for dealing with a customer with symptoms, etc.) done
Train teams in the features of different room types, their different facilities, benefits and disadvantages, so that
they are able to interact appropriately with customers when upselling or responding to complaints. done

FO
 Dept ToDo Done
HSK
Clean and disinfect all hotel internal areas such as staff bathrooms, offices, training rooms, etc.
Clean all public areas such as: Lobby, Restaurants, Corridors, Bathrooms, Bars, Pools, etc.
Clean and disinfect room floor corridors, lifts, stairs and storage areas.
Fully implement the cleaning and disinfection plan contained in the Cleaning and Disinfection Guide.
Remove all non-fixed decorative items (cushions, vases, etc.)
Remove all collateral material from the room except the do not disturb sign.
Remove bathrobes, slippers and other accessories according to brand standards
Prepare and clean rooms depending on hotel occupancy
Stock and clean housekeeping storage areas
Ensure every trolley has hand disinfectant and disposable tissues, gloves and gowns
Check the material inventory for each room
Check the inventory of bed linen / hairdryers / cots / irons. Dispose of anything in poor condition (especially if it is
unsafe) and make an order or investment proposal for replacement.
Clean bed linen and public areas
Request linen if a renting system is being used
Plan cleaning schedules for all hotel areas
Make purchase requests following the new cleaning protocols. Check stock of amenities, chemicals and cleaning
equipment and make purchase order if required.
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human
Resources
Plan the schedule for turning mattresses for rooms
Together with the hotel management and maintenance and reception teams, plan the opening of floors depending
on occupancy.
Define and coordinate actions with the laundry for the management of dirty laundry.
Check that minibars have been emptied and coffee and tea set and crockery removed. Make an inventory of
materials before they are stored
Check the stock of PPE and request more if required.
Deliver PPE with instructions for use to housekeeping staff. With post-COVID adaptations

Together with the maintenance team, check that all the maintenance required by regulations has been carried out
and, if not, keep an updated schedule for its completion (for example, maintenance of taps in rooms to prevent
legionnaire’s disease must be carried out before cleaning to guarantee the safety of housekeeping staff).
Display interactive content on screens with information about the actions taken in rooms and the current services
available
Be aware of the new processes for minibars
Remember to put seals on glasses, remote control and telephones after their disinfection
Inspect the rooms and note any areas for improvement to discuss with each housekeeper if appropriate
LINEN
Clean and place linen in rooms
Take extreme care in washing uniforms following sanitary instructions
SOP
Create and SOP with photos of how attributes and items in the room should be arranged following the brand
manual. Adapting to the standards document in the COVID 19 scenario
Create an SOP for cleaning the room every day and on guest departure, adapting it to the instructions in the
Covid19 Cleaning Guide and train housekeepers in the SOP (see room manual)
Management of dirty linen by the laundry
Create an SOP for the trolleys in corridors (see room manual)
TRAINING
Train all housekeepers in the standard features of the brand and how they should be arranged.
Ensure that all the data sheets for cleaning products are available and that the entire team is aware of safety
recommendations.
Check the stock and condition of uniforms if it is your responsibility, coordinating information with the different
Heads of Department.
Train the team on the brand and its new features.
Train the team on the services, timetables, experiences, etc. that are provided by the hotel.
Train both housekeepers for rooms and public areas in security protocols and work plan
Train housekeeping staff in cleaning procedures
Train housekeeping supervisors in supervision procedures

HSK
 Dept ToDo Done
GEX
Verify the implementation of the Sensory Architecture/Main attributes of the brand
Check the brand guidelines and manuals to ensure Post-Covid adaptation
Review areas, returning the furniture (arranged by maintenance) and decoration to its original interior design, reducing
the risk of contact.
Check the implementation of the brand aroma and stocks.
Review and confirm that the lighting scenarios are correctly programmed
Verify the implementation of ambient music and that it follows the brand music manual.
Verify the implementation and maintenance of floral decoration, both indoors and in gardens and public areas.
Verify implementation of requirements in the main entrance

Verify implementation of set-ups according to technical data sheets in the main entrance and lobby, inspect rooms to
guarantee compliance with brand attributes. If attributes are missing, coordinate with the Head Housekeeper.
Check all the public areas of the hotel (in addition to the Head Housekeeper and Head of Maintenance) to detect areas
for improvement.
Verification of Customer Contact Activities
Verify/Adapt the VIP Programme (Greetings and courtesy details for VIP customers)
Review stock and expiration dates for courtesy details that are not handled.
Review courtesy details and place an order if applicable.
Reactivate Universia APP (Chinese translation Peng You)
Reactivate Press Reader
Verify implementation of quality measurement and improvement
Report that there will be no Standard Audit (Mystery Guest LRA) in 2020
Verify implementation of 48-hour incident management procedure and report on the status of My Experience incidents
reported when the hotel was closing
Verify implementation of Social Media Climate Measurement (Review pro)
Implementation in Customer Satisfaction KPI Measurement (Review Pro)
Implement guest satisfaction surveys (Review Pro)
Implement new Review Pro COVID19 questions
Review comments on social media and review sites. Schedule responses following normal procedures and report on
responses made while the hotel was closed
Train new department heads in the brand tools (standards, manuals, etc.)
Experiences
Ensure that the digital Brand Experience Book is available. Contact external suppliers to ensure the viability of the
experiences on offer. Check prices and conditions and review the communication strategy.
Remove magazines and books from public areas and rooms following the Covid-19 Operations Guide. Encourage use of
the PressReader APP

Implement the experience guide for the brand (local connection area, merchandising, well-being, etc.) in the APP
Create the annual plan for experiences, happenings, events, etc. that will take place in the hotel.
Coordinate with the regional marketing team any advertising needs for events.
MeliáRewards Programme
Update SOPs for the MeliáRewards programme with any possible changes that may have occurred and communicate any
changes.
Check that the possibility of paying with points is implemented in the department.
Check the display cabinet with MeliáRewards merchandise
Refresh membership benefits and send an email reminding all department heads of SOPs (registration in programme of
family members, redeeming points, elimination from programme, etc.)
Incidents
Hold a recap session with the Revenue and Reservations teams on any incidents that happened during the closure of the
hotel that have been directly managed by reservation centres or clusters

Review and modify, if necessary, the Incident Management SOP, in which the people in charge of an area are the first
people that try to respond to the incident (avoiding sending the customer to the GEX desk or reception), including
standard solutions depending on the case, etc.

Review and modify, if necessary, the Incident Management SOP when someone has been injured as instructed by the
regional office (clinic to contact, report to insurance company, etc.). For generic incidents and the protocol when
faced with possible cases of COVID-19
Communication
Update the information on screens, digital frames and internal TV channel. Guarantee the brand image by using the
videos and templates created for this purpose.
Together with Heads of Department, guarantee the information that has to be presented to customers.

GEX
 Dept ToDo Done
GEX

Update the Wi-Fi password and report the password to Heads of Department so they can update it in their departments.
Review and adapt customer communications through Salesforce

Review the information in the Meliá APP and reactivate the information alerts for important activities for guests
Ensure correct communication of activity and service timetables. Check with the people responsible for each area and
define a clear SOP for communicating and updating any modifications.
Find options to communicate effectively while minimising the use of paper (for example, Wi-Fi password in a digital
frame instead of handing out pieces of paper)
Investments
Review all approved investments with the hotel management and plan their implementation.

Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human Resources
IT
Deactivate forwarding for generic hotel mailboxes and redirect to GS
Deactivate the “Out of Office” message in departments under your responsibility
Review the correct implementation of electronic signatures by brand and the signature banner
Sustainability
Survey waste recycling stations and help with their reactivation and signage
Train kitchen staff and recycling assistant in SOPs
Notify suppliers about the restart date for normal operations
Reactivate partnerships with communities, associations and support projects
Train in LEX Soap For Hope
Ensure that no UNICEF promotions remain active in hotels
Repeat communication of the hotel work plan and manage the status of each initiative

GEX
 Dept ToDo Done
F&B
Implement an updated HACCP system in line with the COVID-19 context.
Ensure compliance with sanitary regulations by suppliers using our facilities and request any changes required in
packaging and transportation systems
Make a "dirty area" available for receiving goods. One single access point for suppliers after disinfection of their
hands and shoes
Create a specific disinfection area
Transfer goods after cleaning to clean containers and dispose of contaminated containers in a place where
there is no risk of cross-contamination
Remove cardboard packaging before the goods enter the kitchens.
Define a process for entering the kitchen for people wearing shoes (disinfection or plastic covers)
Ensure that preserves are left in the dirty area for disinfection by the commissary manager.
Guarantee safe storage procedures for fresh food
Strictly comply with all HACCP hygienic and sanitary measures
Make available picnic, Grab&Go, and speciality restaurant Grab& Go services if restaurants are closed
KITCHEN
Follow recommendations for initial cleaning after COVID included in the Health & Safety document
Make PPE available to all staff
Designate a specific waste bin for hazardous materials
Review expiration dates for raw materials conserved during the closure.
Eliminate all expired products
Make an inventory of current materials
Open gas valves and connect all equipment
Remove dust protection film from machinery, hobs, bells, etc.
Clean the protective vaseline in machinery: ovens, fryers and cookers and reassemble equipment
Clean any operational equipment in storage
Clean surfaces and remove petroleum jelly from stainless steel surfaces
Clean floors, wall tiles, cold stores
Wash glassware in the tunnel washer
Hands must be washed every time anyone enters or leaves the kitchen or buffet and every time there is a
change of activities.
Avoid access by anybody that does not work in the kitchen
Create procedures for entering the kitchen and for the entry of dirty material

Reinforce the dishwashing service. Designate one person to bring in dirty material and another to process it
Ensure appropriate washing and rinsing temperatures in tunnel washers. Keep a log of temperatures
Respect social distancing regulations
Avoid touching your face with your hands and wear long hair up.
After each service, clean and disinfect all kitchen items and surfaces.
Personnel dining room
Clean according to the manual
Define a shift system that safeguards social distancing given the new maximum capacity.
Mark minimum distances on the floors for queues.
Make disposable cups available
Provide staff to serve meals rather than allow self service
Increase anti-sneezing protection and food exposure.
Provide individual single-use utensils
Pouch-style serviette containing disinfected cutlery
Lists
Review any order requirements that were left until opening and pass requests for anything that is missing
adapted to current needs based on occupancy to the hotel management
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human
Resources
RESTAURANT
Follow recommendations for initial cleaning after COVID included in the Health & Safety document
Recalculate maximum capacity and adjust seating layout according to the regulations established by the local
authorities.
Indicate social distancing limits in waiting areas and queues and suggest a direction or route that people should
follow
Manage the queues in points of sale with a fast turnover of customers to ensure social distancing in coffee and
food pick-up areas.
Clean and place all operating material in the area
Wash dishes, crockery, cutlery and glassware in the tunnel washer
Hang curtains, place cushions, covers and any other textiles that are essential.
Lower chairs, set up high chairs and generally set up the room
Clean vaseline on all trolleys, shelves and wheels.
Regularly disinfect the hostess podium during the shift and after a change of shift
Sanitise service stations, trolleys, drinks stations, counters, handrails and trays at least every two hours
Define a POS terminal cleaning process
F&B
 Dept ToDo Done
F&B
Define cleaning process for tables, bars, stools and chairs
Provide condiments in single-use containers
Make menus available digitally
Replace porous tablecloths with disposable or non-porous, machine washable tablecloths
Disinfect trays and any containers after every use
Storage area
Wash tunnel washer: remove vaseline, start washer using anti-scale product. Then rinse the machine thoroughly
by operating it only using water for approximately fifteen minutes.
Clean all the shelves to allow storage of everyday materials.
Clean the stainless steel tables and remove vaseline.
Clean wall tiles.
Thoroughly clean waste bins.

Thoroughly clean the office floor with a pressure washer, paying special attention to the joints between tiles.
Thoroughly clean the doors to the stores.
Lists
Review any order requirements that were left until opening and pass requests for anything that is missing
adapted to current needs based on occupancy to the hotel management
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human
Resources
BAR
Follow recommendations for initial cleaning after COVID included in the Health & Safety document
Recalculate maximum capacity and adjust seating layout according to the regulations established by the local
authorities.
Indicate social distancing limits in waiting areas and queues and suggest a direction or route that people should
follow
Define a POS terminal cleaning process
Define cleaning process for tables, bars, stools and chairs
Provide condiments in single-use containers
Review expiration dates for raw materials conserved during the closure.
Eliminate all expired products
Clean and place all operating material in the area, including trolleys
Wash dishes, crockery, cutlery and glassware in the tunnel washer
Hang curtains, place cushions, covers and any other textiles that are essential.
Lower chairs and generally set up the room
Clean vaseline on all trolleys, shelves and wheels.
Cold stores and bars
Clean all the shelves to allow storage of everyday materials.
Clean the stainless steel tables and remove vaseline.
Clean coffee maker and operate just filtering water for a few minutes
Connect ice machines and ensure their sanitation

Clean soft drink and beer dispensers if applicable and notify technical services so that they can be activated
Reinstall POS terminals
Cleaning utensils
Make available all brushes, brooms, mops, dustpans, waste bins and glass bins.
Placement of cleaning products in their corresponding locations (bleach, detergent, rinse aid, soaps ...).
Lists
Review any order requirements that were left until opening and pass requests for anything that is missing
adapted to current needs based on occupancy to the hotel management
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human
Resources
ROOM SERVICE
Disinfect workstations and equipment every 2 hours and after every shift change
Prioritise service with single-use materials delivered in a bag. In higher category hotels, serve food on trolley
tables placed in front of the room and warn the client.
Eliminate printed menus. Use digital menus
BANQUETS
Disinfect shared equipment and event facilities before and after every use
Avoid tablecloths. If they are required, they should be transported in single-use sealed plastic bags from the
meeting rooms after use.

Review the seating capacity for each event to ensure proper social distancing following local regulations.
Create modified menus to show different service options and currently available items.
MICE
Coffee must be served by staff
Individually plated covered dishes
To promote personalised service
F&B
 Dept ToDo Done
MICE
Set-up of event rooms and new capacity
Update the maximum capacity of the different set-ups and communicate them.
Eliminate set-ups that use items that are difficult to completely clean and disinfect
Follow recommendations for initial cleaning after COVID included in the Health & Safety document
Ensure cleanliness of rooms such as the show room
Relocate furniture in waiting areas
Provide automatic hydroalcoholic gel dispensers in visible areas near the event room entrance.
Locate information screens
Calculate room cleaning times both for breaks and for setting up rooms for other events
Remove any decorative items, skirts and covers.
Place signs and marks on the floor to direct the transit of people in the meeting rooms hall area and waiting
areas
Limit the capacity of lifts. Increase the frequency of cleaning when there are a lot of attendees present.
Leave the EcoTouch set up
Make an inventory of all material
Set up equipment
Make sure audiovisual equipment is in full working order
Make a status report with all the information on the groups sold to date and their status.
Review the report on groups which have been confirmed, not confirmed, received a price quotation, made a
deposit, OTB for banquets and rooms
Price proposal
Update the information in sales dossiers, including any certifications received by the hotel. Linked to relevant
hygiene, health and safety information to communicate to potential customers.
Avoid physical visit with customers by using digital tools such as First View and Spazious for diagramming the
spaces
Inform potential customers about the new procedures implemented in the hotel to ensure health and safety
and any certifications the hotel has achieved.
Site Inspection
Inform potential customers about the new procedures implemented in the hotel to ensure health and safety
and any certifications the hotel has achieved.
Digitalise all the information in the customer file so that employees only require digital information during the
visit
Define rooms for site inspections

During the tour of the rooms, a person from the Housekeeping Department will be at the entrance to each
room visited in order to review the room as soon as the visit is over. This will help transmit an image of safety
and security to the customer.
Do not hand over business cards or welcome gifts. Use digital formats
Hospitality
Mark out on the floor each workstation and the directions and routes to be taken by people.
Remove any decorative or collateral items on the hospitality desk
Install a disinfection stand near the hospitality desk
Avoid giving information in non-digital formats to attendees.
Meeting room
Update information on the room capacity.
Set up the room as agreed with the customer, respecting the new maximum capacity
Make notepads and pens available on request. The pens will be disinfected for reuse.
Provide connection information on screens
Guarantee that audiovisual equipment is only used by hotel technicians
Disinfect contact surfaces in the hall and hospitality desk after customers enter the event room
Lists
Prepare order needs for opening and deliver the purchase request to the hotel management
Prepare investment needs
Forward personnel needs to the hotel management and HR
Review the condition and maintenance of the different event rooms (including the foyer) and open any
maintenance requests that are required.
Review sales information: price quotes, folders, prices for the season.
Coordinate with F&B the service proposals for the year/season.
Review the stock of materials and place an order if necessary
Check technological equipment is in good working order.
Guarantee that the information required by the customer (Wi-Fi password, how to use technological
equipment, etc.) is up to date, well presented and easily understandable.
Define SOPs for the different event room set-ups in the manual and train the people responsible for carrying
them out.
Include in the room set-up SOP all the sustainability measures that have to be implemented (temperature
regulation, etc.) and process changes post-Covid.
Update, if necessary, the service order.
Prepare the service orders for the upcoming week, if applicable.
Schedule a response to any unanswered requests.

* Group check-in and check-out process in FO section

MICE
 Dept ToDo Executor Done
IT Disable automatic closures in the PMS
Priority Regional IT
Check the availability of interfaces and their correct operation: Sirius Reservations interface, PBX, Duetto, POS, Key
Priority System, hmobile Regional IT
Priority Check and physically install the POS HW (Workstation, Tablets, Printers), Check PMS interface. Regional IT
Priority SAP/Accounting System: Check the activation and date of accounting systems Regional IT
Priority HR Software: Check activation and system date
Priority Deactivate call forwarding in the central switchboard if applicable Regional IT
Priority HSIA (Wi-Fi): let the supplier know the reopening date in order to reactivate the service Regional IT
Music System: let the supplier know the reopening date in order to reactivate the service Regional IT
Priority Workstations: distribute workstation equipment and check it is all correctly updated Hotel
Priority Servers and Back-Up Units: check the correct operation and update of the OS for servers and back-up units Regional IT
Priority Physically install printers Regional IT
Priority Key System: physically install readers/writers and do a full system test Regional IT
IPTV or TV: let the supplier know the reopening date in order to reactivate the service Regional IT
Business Centre: let the supplier know the reopening date in order to reactivate the service Regional IT
Data & Voice Lines: Continuous service. Review bandwidth for opening as it may have been reduced when the hotel was
Priority closed. Regional IT
Digital Signage: reactivate service and reinstall devices (depending on the device) Regional IT
Chromecast/Casting Devices: Termination of service Regional IT
Priority Clock-In / Clock-Out Service: pending a review of the service Regional IT
Regional
Discover Channel: Activate (confirm with GEX) IT/GEX
Priority Hmobile: let the supplier know the reopening date in order to reactivate the service Regional IT
Ensure deactivation of the UNICEF option in the PMS Regional IT

IT
 Dept ToDo Done
MNT
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human Resources
Check materials in warehouses, tools, ensure everything is in correct working order.Disinfect them after each use.
Test and activate all technical systems (electricity, plumbing, hot water, air-conditioning, fire protection, sewage, etc.)
Confirm (with security) keys for technical access
Check the fire protection system
Check air-conditioning programming for occupied and empty rooms
Install all awnings in public areas and rooms
Check all light bulbs and replace if necessary
Clean septic tanks
Check fumigation and pest control measures before opening with the supplier
Legionnaire’s Disease Prevention
Clean and disinfect water tanks
Clean and disinfect accumulators
Completely disinfect hot and cold water system and irrigation systems. Exposure to disinfectants, neutralisation and reactivation of
standard conditions
Clean and disinfect cooling towers
Replace and/or disinfect aerators and showers
Legionnaire’s disease analysis 15 days before opening in significant areas
Wash or change filters in air conditioning units/handlers. Clean all condensation trays. Replace tabs in air conditioning units and
handlers
Swimming pools
Clean and disinfect the basin, skimmers and injectors
Adjust recirculation timer (if it has been stopped)
Check the swimming pool manual. Adjust procedures and systems for installations
Ensure the pool is filled, clean pre-filters in pumps.
Hyperchlorination (pool shock) after opening
Check lighting and safety features
Analysis of physical and chemical parameters 15 days before opening
Cold stores
Activation by a licensed refrigeration technician
Ensure cleaning and disinfection
We recommend leaving the facilities in operation at least 48 hours before introducing goods. The correct working order of the
system must be verified.
Lifts
Ensure lifts are checked by the authorised maintenance supplier prior to opening
Place a hydroalcoholic gel dispenser at the entrance and exit to lifts
Energy-Environment
Co2perate Project: contact Indoorclima to coordinate the activation of systems
Check continuity of supplies and fuel levels (if applicable)
Contact waste disposal organisation to report the reopening
Review the power supply contracted
Physical-chemical and bacteriological analyses of water services and miscellaneous services (kitchens, etc.)
Gardens
Ensure that the relevant phytosanitary measures have been carried out before opening
Generator
Perform a load switching test in generators. Produce a zero voltage crossing from the Low Voltage Distribution Panel. Keep up a
supplemental supply for 15 minutes
Drainage and Rainwater
Check drainage systems (well pumps, septic tanks, black water, etc.)
Check drainage systems and sumps. Check cleanliness and absence of obstructions
Check condition of grease traps
SAI
Check battery status and working order
Automatic doors
Activate and call maintenance company if necessary
Maintenance Contracts (Outsourcing)
Activate any maintenance services that have been on pause or reduced, gradually returning them to their normal level and
sufficiently in advance of reopening
Fumigation
Coordinate with the supplier a thorough fumigation of rooms, restaurants and kitchens one week before reopening
Vehicles (if applicable)
Check batteries and water levels, adjust brakes and oil levels, check lights and working order in general.
Laundry
Chemical disinfection of washing tunnels and washing machines 24 hours before beginning operations in the Laundry
Check all electronic and mechanical systems 15 days before beginning operations in the Laundry

MAINTENANCE
 Dept ToDo Done
RVN
Ensure the hotel is activated in SIPAY and that the payment gateway is active
Verify standards for segmentation, channels, rate codes in PMS and OXI
Train teams in systems and tools (if applicable)
Verify implementation of the Daily Revmax Report and BR Report
Verify weekly revenue meetings involving the entire team (Business Review)
Coordinate the management, assignment and definition of hotel overbooking levels.
Verify registration in all tools
Adjust sales dates to the opening date
Load availability in hotels without TWI
Readjust non-refundable rates
Resume forecasts, projections and IBR reports
Check competition status in OTA insight
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and
Human Resources

REVENUE
 Dept ToDo Done
ADM
Create a petty cash fund for Reception
Post petty cash fund for Reception to accounts
Request payment terminals if the service has not been active for a long time
Check that there is notification on display regarding regulations on cash payments
Check currency exchange poster in Reception (if applicable)
Review taxes on services in the PMS
Update prices in coordination with Revenue and Sales teams (reopening promotions)
Review the cost of meal plans and breakfast service in the PMS
Control of taxes applicable to services. Tax rate being applied depending on the nature of the service
Reactivate cash collection days with the security company
Reminder about cash register guidelines in Reception
Request access to the “Hotel Common” folder (if applicable)
Make available petty cash for bars
Make available petty cash for dining areas
Make available petty cash for snack services
Post petty cash funds to accounts
Verify signature of regulatory procedures in bars
Carry out a Point of Sale price sampling analysis
Reminder on guidelines for close of day and close of month accounting procedures
Request authorisation from the Hotel General Manager for consumption by staff
Prepare register of consumption by staff and collect signatures
Modify in-house account ratios and prices
Review invoicing of workstations/BW/SAP
Review third-party contracts for invoicing (reactivation after suspension)
Reactivate suspended contracts with third parties.
Define with hotel management how to proceed with missing/surplus
Review incident audits
Adapt controller sheet to the hotel
Communicate the Purchasing policy and tax data on invoices
Reactivate mobile phones that have been suspended.
Request a list of PCs and laptops
Review any possible accidents or losses that have happened while the hotel was closed
Review accounts for advances and tips pending settlement
Coordinate with Purchasing/Commissary any payments to essential suppliers to unblock accounts and start ordering merchandise
Verify and speed up pending orders from the A/R Cluster for the correction of CL invoices in order to accelerate unreceived payments
due to invoices not being corrected by us while the hotel was closed.
Review and tally deposits and bookings postponed or returned
Check invoice status of any pending cancellation charges
Print and file invoices received, payments made and accounting entries while the hotel was closed
Review activation of information to authorities about the re-opening of the hotel (activate IAE, Tourism, etc.).
Refresh the calendar for ordinary activities (projections, closure of accounts, etc.)

Coordinate with Purchasing/Commissary any payments to essential suppliers to unblock accounts and start ordering merchandise.

Verify and speed up pending orders from the A/R Cluster for the correction of CL invoices in order to accelerate unreceived payments
due to invoices not being corrected by us while the hotel was closed.
Replenish petty cash funds for outlets in hotels if they were withdrawn before closing, defining new cash hand-over protocols.
Print and file invoices received, payments made and accounting entries while the hotel was closed
Verify that communications to the authorities about the reopening of the hotels have been made by the external advisor.
Refresh the calendar for ordinary activities (projections, closure of accounts, etc.)
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human Resources
COMMISSARY/PURCHASING
Contact all suppliers to report that we are reopening and ensure that our current account is not blocked (otherwise we will have
problems with delivery notes).
Carry out a re-opening inventory in all outlets + general warehouse (ensure there were no thefts during the closure period)
Check expiration dates for products and their respective transfer to expenses
Carry out an initial reopening inventory after assigning expired products to spill
Prepare (in collaboration with F&B) the initial food and drink delivery notes.
Make sure the entrance to the stores is clean following the post-COVID guidelines for storage of delivered goods and follow the sanitary
recommendations for removing packaging (Health & Safety Document)
Prepare order needs for opening and deliver the purchase request to the hotel management
Recalibrate weighing scales
Carry out fumigations and check the logs.
Carry out washing and disinfection of the storage areas, cold stores and freezers.
Increase stock of antibacterial gel for cleaning hands and masks as well as any new materials related to health and safety.

ADMIN
 Dept ToDo Done
HR
Update staffing guides for occupancies from 10 to 100%
Inform each team member individually of the date they should return to work or that their return will remain pending
Ensure that all uniforms are ready for use after being properly cleaned and disinfected
Ensure that all the teams have the necessary protective equipment (masks, gloves ...)
Check that lockers have been disinfected
Define new SOPs for the deposit and storage of clothes, shoes and personal belongings. As well as the use of personnel areas.
Define a new SOP for departmental processes that have changed
Train department heads in the new SOPs defined for their department
Make sure you invite onboarded staff to the full COVID H&S training on e-melia and that they complete the training
Ensure that personnel areas are prepared for use (sanitation, cleaning process, seating at a safe distance, more personal, define shifts
for using the areas and the maximum number of people)
Train staff in occupational health and hygiene under the new adapted covid19 procedures
Train staff on how to act when faced with customers or colleagues with Covid19 symptoms
Include information on preventative measures on internal information screens.
Recommend the creation of a weekly calendar to regulate entrance to the staff dining room.
Evaluate the presence in the workplace of people vulnerable to COVID-19 and define the specific security measures for any such
people.
Make available a non-contact thermometer.
Train staff in the new SOPs for their department
Ensure that staff sign acknowledgment of receipt of the new SOPs
Plan and implement new customer service training (remote communication skills)
Inform the regional human resources team about any special support required for employees
Reorganise the HR office to adapt to allow social distancing between team members and visiting employees
Whenever possible, sign contracts and other documents using online systems (Docusign or similar)
Follow governmental requirements for staff on active duty
Follow governmental requirements for inactive staff
Explore new online recruitment tools for future use
Define a new open-day recruitment process that avoids overcrowding
Apply a new workplace environment plan based on the connection and opening activities defined by the regional team
Provide coaching for department heads in how to manage the emotional wellbeing of staff after the crisis
Define rules for the use of facilities in workspaces and shared spaces to ensure social distancing (e.g. in lifts, dining rooms, entrances
and public areas, changing rooms).

HR
Dept ToDo Done
H&S
* Note: this checklist includes only those specific to Covid19. The Occupational Health and Safety Management System Manual and
the preventative procedures it contains that were in force before the hotel closed remain in force.

Verify the adaptation of specific workplace risk prevention evaluations to Covid19 for workstations, facilities and processes
Deliver specific workplace risk prevention information/training for Covid19
Ensure delivery of the PPE for Covid19 defined by the Occupational Health Dept.
Deliver health questionnaires to workers for health checks for vulnerable staff
Ensure health checks for vulnerable staff (with pathologies defined in the Occupational Health protocol)
Delivery of Covid19 Protection Measures by Department
Check the availability of specific cleaning protocols
Verify the appropriate coordination of business activities with external companies and the implementation of specific Covid19
actions
Verify that safety distances (2m) are maintained between employees in the different workstations and personnel areas (staff dining
rooms, changing rooms). Also physical separation if required using screens or similar
Verify the availability of hand washing and disinfection products
Ensure compliance with cleaning protocols for critical points (keypads, switches, doorknobs, etc.).

Call a meeting of the Extraordinary Health and Safety Committee on the measures applied in relation to the prevention of Covid19
Verify the display of specific signage (hand washing and disinfection, use of lifts, infographics, etc.) indicated in the Covid19
Sharepoint on Meliá Home.

H&S
 Dept ToDo Done
ENT
Entertainment facilities.
Request and monitor inventories of materials and equipment
Plan facilities and equipment (investments)
Plan orders for the materials required
Keep all children's facilities closed (babies, kids, teens) until permitted by the regional office
Ensure any sports equipment loaned to customers is disinfected prior to use
Keep recreation rooms closed until permitted by the regional office
Keep play areas closed until permitted by the regional office

Ideally make available a sterilising box (SAP) (for keys, pens, etc.), a hydroalcoholic gel dispenser for employees and a
disinfectant kit for materials (counter, payment terminal, screen, etc.). If this is not available, a disinfection SOP will be
defined.
Preparation of the activities programme
Prepare/Review activity programmes following the guidelines in the Covid19 Operations Guide to apply depending on the
financial context as described in the document on the Adaptation of brand standards to the financial context.
Each activity will have a script which defines all the materials it requires. All materials will be disinfected after use
following the cleaning and disinfection protocol and stored in a place identified as “clean and free of contamination”
Present and get general approval for activity programmes (from the regional team)
Establish contact with external suppliers (with approval from the regional team)
Contract external suppliers (with approval from the regional team)
Request any material required
Request graphics and printing
Watch educational videos (if applicable)
Download audio shows (if applicable)
Request daytime material
Request informational material
Request prizes and boutique material (if applicable)
View corporate educational material
Request uniforms
Request costumes (depending on activities programme approved)
Request decoration
Request evening accessories
Request disco music
Request miscellaneous
Check materials requested with suppliers
Monitor and control equipment and investments
Present budgets for equipment and investments
Get authorisation for equipment and investment budgets
Request equipment
Activities team
Define activity team structure
Reincorporate the Head of Activities
Reincorporate team in Spanish hotels > 450, 1 person 1 week before opening. Hotels <450, 2 people reincorporated 1 week
before opening. Rest of the team will be gradually reincorporated
Preparation for Opening and Operations
Request and monitor inventories of materials and equipment
Review activities programme and material required
Carry out rehearsals with the activity team
Activate the activities programme
Set up all the audio and sound equipment (together with maintenance team)
Check all the audio and sound equipment is in working order (together with maintenance team)
Set up all the material for activities
Check cleanliness and condition of facilities following the cleaning and disinfection manual
Define a cleaning and disinfection programme for children's areas, games, facilities, etc. Following indications in the
Cleaning and disinfection manual for Covid 19
Frequent hand washing by the entertainment, with hydroalcoholic gel at their disposal.
Make disposable masks and/or gloves available when social distancing is not possible.
Suspend any activities that cannot guarantee social distancing
Display all information on screens and avoid non-digital information.
Limit areas for activities (prioritise outdoor activities) and calculate maximum capacity to allow social distancing.
Mark the positions of machinery and personal space on the floor.
Keep a daily record of the number of attendees for different activities (room number and date)

ENT
 Dept ToDo Done
SPA & GYM
SPA
Review facilities and opening of parts of the facilities if required.
Recalculate the maximum capacity of the spa and display the capacity in each of the areas
Remove press and decorative items. Guarantee social distance by the way chairs are set up in the waiting room
Mark on the ground the distance required by regulations or recommended between the customer and the counter
Have hydroalcoholic gel available in each workplace for customers
Use of mask and gloves by the receptionist, and cleaning kit available to follow disinfection guidelines.
Review all the regulations that facilities have to comply with and the status of each of them.
Check with the maintenance team that all the disinfection protocols have been implemented for facilities such as the saunas,
swimming pools, Jacuzzi. Keep a copy of the records.
Create relevant SOPs for the spa team
If you work with an external supplier, make sure together with Administration/HR that they have all the documentation on
regulations and standards.
Review the spa menu: content and prices. Modify the spa menu if appropriate. Digitalise the spa menu for promotion.
Define offers for each season or time slot to maximise revenue.
Review stocks and place orders if necessary.
Review decoration and presentation of the spa, front desk and massage rooms for customers. Adapted to post-covid 19
recommendations
Ensure that staff have all the necessary training and regulatory authorisation required for their activity together with
Administration/HR.
Reactivate WEXER (virtual gym classes, if applicable)
Check working order of air conditioners in massage booths
Report hiring needs depending on occupancy and the outlets that are open to Hotel Management and Human Resources
Eliminate locker service.
Put disinfection mats in the entrance to the changing room.
Eliminate dryers
Display the mandatory use of flip flops and hat
Place the sunbeds in a way that guarantees social distancing. Disinfect after each use.
Eliminate water dispensers
Behaviour before customers with symptoms: Notify the hotel manager, who will then follow the procedure defined.
GYM
Define a specific disinfection protocol for after every use.
Recalculate and display the maximum capacity
Place equipment in a way that guarantees social distance and mark location on the ground.
Publish new usage rules
Put disinfection mats in the entrance
Eliminate small items shared by users (weights, mats, etc.)
Disinfection products will be available to customers
Behaviour before customers with symptoms: Notify the hotel manager, who will then follow the procedure defined.

SPA & GYM

 Dept ToDo Done
SWIMMING POOLS
Initial set-up of sundecks on reopening
Recalculate the maximum capacity of swimming pools and sundecks.
Display the new capacity in a visible location.
Mark on the floor the location of sunbeds in groups of 2
Define SOPs for the correct disinfection of sunbeds
Initial set-up of the pool area toilets
Equip changing rooms and toilets with automatic hydroalcoholic gel dispensers
Remove decorative items from toilets
Study the possibility of automating the opening of doors, flush systems and shower controls.
Daily procedures
Define a new daily procedure for the pool sundeck area according to the indications in the Covid-19 Operations Guide
Pool closure
Define a new procedure for closing the pool area according to the indications in the Covid-19 Operations Guide
Pool services
Eliminate the poolside towel service in Upscale and Premium hotels. Pool towels will be left in the guests’ rooms. Towels will no
longer be changed in the reception or concierge areas
Provide lifeguards with a people counting system to guarantee the number does not exceed the maximum capacity. Disinfect
lifesaving equipment every day

Eliminate press services (VIP or TL/RL), snacks, glasses cleaning ... following the new standards adapted to the Covid-19 context
If possible, set up a “press and I’ll come” service for drinks so that disinfection can be guaranteed.
Avoid using the pool after check out to not exceed capacity

Pools & Sundecks