Grand Hyatt Kuala Lumpur Meetings and Events FAQs 1. What is the current process for check-in and check-out? We are still processing check-ins and check-outs at Sky Lobby while maintaining social distancing as mandated by the local authorities. We are practicing contactless check-ins where guests are highly encouraged to use the World of Hyatt Mobile App. For guests who prefer using key cards, rest assured that all key cards are sanitized prior to handover. For seamless check-outs, guests can return room keys to designated trays at Sky Lobby for minimal interaction. Contactless payment via credit card is highly recommended and guests who have provided credit card information upon check-in may opt for Web & Express checkout where stay bills will be emailed to them.
2. What is the room allocation policy and do you allow twin sharing occupancy for non-family members? As we are guided by local regulations on such matters, accommodation sharing is strictly not allowed for non-family members.
3. What is the current housekeeping practice? We have implemented Guest Housekeeping Preference Program where guests will be enquired during check-in on their housekeeping service preference (AM, PM or No Service). By default, we will continue to clean occupied rooms once a day.
4. How does Housekeeping team handle guestroom cleaning process? We have always been proud of the cleaning standards in our hotel, and with the current situation we only further enhanced these procedures. Our room cleaning process comprises a particular flow which includes removal, cleaning, replacement and sanitization. This flow allows us to ensure that we create a safe environment for our guests by safeguarding the entire cleaning process with a final disinfection step where priority is given to high contact areas.
5. How does the hotel handle laundry services? We manage laundry services in a contactless manner through a “Drop and Go” protocol. Guests have the option of leaving the laundry bag in the room if they have chosen room cleaning service upon check-in, otherwise they may hang it on the room door and call for collection. Our Housekeeping colleagues will use the laundry list furnished by the respective guests as guidance on their laundry requests. Similarly for delivery, our “Drop and Go” protocol applies where fresh laundry will either be placed in the room during room cleaning service or hung on the room door with a collection call to follow.
6.
Can you explain the current In-Room Dining procedure? We have implemented a QR Code method for our in-room compendium that allows guests an easy access to the In-Room Dining Menu digitally. We have implemented the simple onefold napkin where we will tuck the cutleries therein and ensure the cutlery top is covered. One sanitizing towel for each guest will be placed on top of the one-fold napkin on the trolley. Our In-Room Dining colleagues are mandated to wear mask and gloves at all times and we ensure that all trolleys and hotboxes are sanitized after every use. Our current In-Room Dining service will follow a "Knock & Go" protocol where our In-Room Dining colleagues will deliver the order to the guestroom door, proceed to knock to notify the guest on the delivery without having to enter the room. For pick-up, guests will be informed to leave the trolley in the hallway after consumption.
7. What would be the crowd mitigation process for group arrivals at the lobby? In such cases, we will ensure guests alight from the group transport in a staggered manner where they will then have to go through minimal registration formalities. Rest assured, we have had the experience of handling groups of the similar kind in a post COVID-19 situation.
8. How will the hotel manage queues and crowds during events? To stimulate a safe and conducive movement flow, we will conduct advanced planning on the schedule of events that will be taking place daily. This will involve regular monitoring on registration queues where social distancing placement will be visibly marked for guests to keep a 1-metre distance from one another. For convenience and minimal contact, we encourage meeting planners to implement e-registration via mobile use and QR code scan. As for anticipated waiting areas such as lift landing and foyer areas, that will require crowd control during the course of event, networking or meal breaks, we will station supporting colleagues in designated areas to monitor crowd movement and ensure guests maintain social distancing at all times.
9. How does the hotel check on guests’ wellbeing during their stay? Our Front Office colleagues will perform guest wellness checks through daily phone calls and regularly monitor if guests are wearing Personal Protective Equipment (PPE) when in hotel public. Our Manager on Duty has the contacts of health authorities, medical centres, public and private hospitals, and assistance centres in hand, thus guests are strongly advised to contact us for assistance if their health condition is showing signs of deterioration.
10. How does the hotel ensure its colleagues do not have COVID-19? Hyatt colleagues are well-informed and would remain vigilant in monitoring their health and maintain good hygiene practices. Hyatt’s Novel Coronavirus Management Procedures guide outlines human resources instructions for identification of and guidance for sick colleagues including:
Identifying colleagues who may display symptoms of COVID-19, have called in sick or complain of illness when on duty. Having Human Resources call the Health Department or appropriate local authorities, as required, and report the illness. In the interest of all guests and colleagues, it remains a high priority for Grand Hyatt Kuala Lumpur to safely relocate guests or colleagues who are displaying symptoms of the virus to a place where they may receive appropriate medical attention. If a colleague has a confirmed case of COVID-19, they must be self-isolated and symptom-free for 14 days after they are discharged from hospital, and thereafter they must present a “Fit for Work” note from a certified medical professional.