For Your Protection

Hotel Operational Protocols

TEMPORARY OPERATIONAL PROTOCOLS

The Crescent & Basin Park Hotels

RESPONSE TO COVID-19 – The following operational protocols were created as a response to the COVID-19 pandemic. The Crescent & Basin Park Hotel’s top priority is the health and safety of our guests, staff, and community.

Jack V Moyer

Executive Vice President

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TABLE OF CONTENTS

GENERAL/ALL STAFF PROTOCOLS……………………………………………………………3

Departmental Guidelines……………………………………………….4

GUEST ROOM PROTOCOLS…………………………………………4

FRONT DESK……………………………………………………………5

CONCIERGE……………………………………………………………..5

SHUTTLE…………………………………………………………….…..5

FOOD & BEVERAGE PROTOCOLS….………………………………6

BANQUETS/MEETINGS……………………………………….………8

SALES TEAM PROTOCOLS………………………………………….9

SPA PROTOCOLS……………………………………………………..10

ACTIVITIES……………………………………………………………..12

GHOST TOURS………………………………………………………..13

 

GENERAL/ALL STAFF PROTOCOLS

ALL STAFF- SAFETY & HYGIENE

  • Temperature taken of all staff upon entering property. If temperature is higher than 100.4 degrees, staff is asked to return home.
  • Masks & Gloves. (PPE) will be issued to staff upon entering property and staff is required to wear a mask while working indoors as well as in areas where 6ft social spacing is unavailable each day. Gloves will be provided to employees whose responsibilities require them to be in direct contact with guests. Overnight guests will be provided a mask upon check in.  Restaurant patrons will be required to wear a mask until order is placed. Masks are required in the Crescent lobby and spa.
  • Physical Distancing. Guests will be advised to practice physical distancing by standing at least 6ft away from other groups of people not traveling with them while standing in lines, using elevators or moving around the property. Restaurant tables and other physical layouts will be arranged to honor guidelines and appropriate distancing.  Employees will be reminded not to touch their faces and to practice physical distancing by standing at least 6ft away from guests and other employees whenever possible.
  • Hand Sanitizer. Hand sanitizer dispensers will be placed at key guest and employee entrances and contact areas such as reception areas, hotel lobbies, in all public restrooms, restaurant entrances, vending area, resort host/retail area, venue rooms, spas, elevators, and exercise areas.
  • Hand Washing. Correct hygiene and frequent hand washing with soap is vital to help combat the spread of the virus. Employees must wash their hands after using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, going on break and before or after a shift.
  • Signage. There will be health, hygiene and Arkansas Department of Dealth Directive reminders throughout the property for staff and guests. All hand sinks and employee restrooms have correct hand washing signs in English and Spanish.  Signage will be placed at the front of restaurants to alert patrons not to enter the facility if they are sick or have symptoms such as cough, sore throat, fever or shortness of breath.
  • Cleaning Products. Our hotels use cleaning products which meet EPA guidelines and are approved for use and effective against viruses. All managers inspect daily cleaning supplies and coordinate with Stewarding on needs

 

Departmental Guidelines

 GUEST ROOMS PROTOCOLS

  • Guest Requirements.

-100% Hotel Capacity

  • Masks required in lobby.
  • All surfaces to be disinfected after every departure.
  • Jacuzzi tubs  cleaned and cycled with a bleach or alternative after every checkout.
  • Guest room doors, handles, remotes, windows, furniture, and seating to be disinfected with Quat 64.
  • No stay over service. No room access from employees during stay.
  • Disinfect all stair railings and public area door knobs at least twice a day.
  • Elevator. A sign will be posted about not riding the elevator with strangers.  Families can ride the elevator together assuming they are practicing social distancing as a family unit.  Buttons and handrails need to be wiped down 3 times a day.
  • Encourage guests to be environmentally friendly.
  • Safety Officer.

-Hotel will schedule a safety officer during periods where social distancing is not available.

-Daily chemical usage training, inventory and distribution.

-Responsible for sanitizing housekeeping carts, linen carts, laundry room equipment, etc.

-Performs daily temperature checks on all staff.

-Monitors and maintains continued protocols.

 

FRONT DESK

  • Plexiglas shields for the front desk with a 6″ gap at the bottom, temporarily.
  • All luggage carts restricted to employee use only (require being moved from fireplace area.)
  • Express checkout (key drop box)
  • Keys to be sanitized after every use.
  • Employee keys to be sanitized upon checkout and checkin.
  • Remove couches from lobby area and provide chair seating.

CONCIERGE

  • Social Distancing of at least 6ft must be maintained.
  • Hard surfaces will be frequently sanitized throughout the day.  Concierge to sanitize with gloves and mask on.
  • Please avoid physical contact with retail items unless necessary.  Once an item is touched it gets put aside for it to be wiped and reset at a later time

SHUTTLE

  • Driver will deep clean surfaces in the shuttle at the beginning of every shift.
  • Driver will wipe hard surfaces between guest rides.
  • Groups must be family in order to ride together. Independent parties must ride separate.
  • Masks required
  • Routes will be restricted to and from hotel parking areas and from hotel to hotel.

 

FOOD & BEVERAGE  PROTOCOLS

OPERATING HOURS

Crystal Dining Room Breakfast 8 am – noon, daily

  • Breakfast operation will be in the dining room at approved capacity, plated menu service only.
  • Room Service will also be available.

SkyBar Gourmet Pizza Open Daily

  • Masks required for entry
  • Masks required for all service personnel
  • Curbside and Delivery continues
  • Skybar open

Main Street BBQ Bus Open

  • 103 N. Main Street

Balcony Restaurant Open Daily

  • Tables have been spaced 10 ft apart.
  • In service breakfast box available Sat, Sun & Mon to overnight guests.
  • Servers to wear masks & gloves.

PROTOCOLS

  • Food Safety.

-Discard all food items that are out of date.

-Change, wash and sanitize utensils frequently and place appropriate barriers in open areas.

-Person in charge is ServSafe certified and that their certification is up to date, and provide food handler training to refresh employees.

– Remind third-party delivery drivers and any suppliers of the internal distancing requirements

  • Cleaning and Sanitizing.

Thoroughly detail-clean and sanitize entire facility with a focus on high-contact areas that would be touched by both employees and guests.

Between seating’s, clean and sanitize table condiments, digital ordering devices, check presenters, self-service areas, tabletops, and common touch areas. Single-use items should be discarded.

Clean and sanitize reusable menus. Paper menus will be discarded after each customer use. Implement procedures to increase how often you clean and sanitize surfaces in the back-of-house. Avoid all food contact surfaces when using disinfectants.

Hand sanitizer stations will be readily available to guests.

– Kitchen. All hand sinks in kitchen will be inspected for supplies at the end of every shift. Continue disinfecting hard surfaces and touch points throughout the day.

  • Dining. 

-Dine-in service shall be limited up to 60% of total seating capacity.  This includes indoor and outdoor dining areas.

-Seating shall be adjusted to maintain 10 foot physical distancing between tables so occupied seats are 6 feet from seats at adjacent tables.

-All staff will be required to where face coverings (as recommended by the CDC) if they have direct contact with guests.

-Patrons must wear a face covering upon entrance and while in the restaurant until the food or drink is served.

-Groups shall be limited, not to exceed 10 people.

-Following each meal service, the tables, chairs, menus and any other frequently contacted surfaces including but not limited to, condiment containers, napkin holders and salt/pepper shakers shall be cleaned and disinfected prior to seating the next customer.

-Service may be declined to patrons not wearing masks.

BANQUETS/MEETINGS

With Approval

  • Events will be held to a ceiling of 50 attendees
  • Crystal Ballroom will be available for use when government/CDC guidelines authorize
  • Menu Offering.

-Meal service will all be plated/served meals.  No buffets or food stations until further notice.

-Appetizer service will all be single service.

-Beverage service (coffee, tea, water) will be served by a server.

-Bar service with social spacing

-Servers will wear Masks and Gloves

-Guests will be pre-assigned by seating chart

SALES TEAM PROTOCOLS

Event Planning:

  • Event diagrams to be reviewed on an event by event basis to ensure appropriate social distancing guidelines meet all county, state, federal and CDC guidelines.
  • Sales Team to create diagrams ensuring social distancing…4pp per round table, tables must be 10 feet apart.
  • Obtain place cards from guest for seating arrangements.
  • Educate guest regarding social distancing guidelines and procedures
  • Have guest sign off on Social Distancing Guideline Agreement prior to event.
  • Have Vendors sign off on Social Distancing Guideline Agreement prior to event.
  • Guests are encouraged to stay at the Crescent Hotel. Special wedding rates will be applied by event sales manager to encourage lodging to better manage guest needs.

Sales Interactions:

  • Site inspections and client meetings/planning sessions will be done virtually or appropriately social distanced.
  • Tastings on hold for summer season.

Vendor Guidelines:

  • All Vendors attending the event must wear masks and practice social distancing guidelines and sanitary guidelines.

 

 

SPA PROTOCOLS

NEW MOON SPA & SALON

  • Disinfect all touch points hourly and after every interaction
  • Front desk team disinfecting the entire desk area between each guest interaction
  • Front desk workspace disinfected throughout the day- includes computer keyboard, phones, door handles, light switches and POS equipment
  • All doors and door handles sanitized throughout the shift with each guest entering or exiting the area
  • Retail area sprayed with disinfectant after each guest
  • Waiting area chairs/couches should be removed or spaced in such a manner to accommodate social distancing requirements.
  • Leather chaise lounges sanitized after each guest
  • Place signage in window to notify guests of our diligence in practicing proper safety measures.
  • Hand sanitizer available within the salon/retail/treatment rooms.
  • Hot Tub clean and disinfect all non-porous surfaces. By appointment only. Single use only.
  • Infrared Sauna –By appointment only. Single use only.
  • Fitness Room – Single party use. Clean and disinfect equipment. Bike #2 will not be scheduled for use to create a 6ft distancing.
  • Salon Work Stations.

Clean and disinfect all hair tools/supplies, drawers, chairs, and containers for storage.

-All items on nail stations must either be new, never used or cleaned and disinfected.

-Clean and disinfect all shampoo bowls, tubs, handles, hoses, spray nozzles, shampoo & pedicure chairs.

-Turn on pedicure jets and let disinfectant solution circulate for 10min.

-Ensure all single use materials are new.

-Employees should wear a clean smock between each guest.  Smocks should be laundered after each use or use disposable smocks and dispose of the smock after use on a guest.

  • Treatment Rooms.

-Clean and disinfect equipment and treatment tables.

-Guest & Providers remain in masks.

-Ensure all single use items are new.

-Guest face down breathe in pillow covering

– All linens changed between guests.

  • PPE such as gloves, drapes and linens should be changed between each client. These used items will be cleaned and disinfected or discarded in a closed container.
  • Guests of the Salon.

-Appointments only. No walk-ins.

-Payments only by Credit/Debit cards.  No cash. Using credit card on file.

-Curbside retail will continue.

-Minimum of one patron per service provider in business at any one time. Parent is allowed if a minor child is receiving haircut.

-Guests should avoid touching products that they do not plan to purchase.

-Guests will be asked to wait in their car or the outdoor seating patio until provider is ready for their service.

-Guest are requried to complete an intake form.

-Guests will be asked before entering if they have had a fever or cough in the last 14 days or have been around anyone exhibiting these symptoms within the last 14 days.

-Temperature checks will be given to guests. Anyone above 100.4 will be sent home and appointment canceled.

-Stagger appointments to eliminate multiple people checking in and out at the same time.

-Schedule every other workstation to create a minimum of 6ft distance between guests having services.

– Each guest should be draped with a clean cape.  Capes should be laundered or disinfected after each use or use disposable capes and dispose of the cape after it is used.

 

SPA1905

Staff:

  • Mask required by all staff of the spa.
  • Temperature check of all staff upon arrival. Any person with a fever of 100.4 or above will be sent home.
  • All temperature checks recorded and filed by day.
  • Disinfect all touch points hourly and after every interaction.
  • Spa Coordinators disinfecting the entire desk area between each guest interaction.
  • Front desk workspace disinfected throughout the day – includes computer keyboards, phones, door handles, light switches, POS equipment and bathroom.
  • Retail area sprayed with disinfectant after each guest.
  • Waiting area chairs/couch to be spaced in such a manner to accommodate social distancing requirements
  • Waiting area to be disinfected after each guest.
  • Signage placed to notify guests of our diligence in practicing proper safety measures.
  • Hand sanitizer available in retail area, waiting room, and all treatment rooms.
  • Hot Tub – clean and disinfect all non-porous surfaces.  Single party use only.  Sign in on clip board provided in Spa Deck entry.

 

Treatment Rooms:

  • Clean and disinfect all equipment, product bottles, treatment tables and stools/ chairs.
  • All linens changed between each guest.
  • Ensure all single use items are new.

Guests:

  • Masks required by all guests in the spa.
  • Temperature check upon arrival. Any guest with a temperature of 100.4 will be sent home and appointment cancelled.
  • Covid screening form to be filled out by each guest to ensure no symptoms or contact.
  • All temperature checks and Covid screening forms will be filed daily for tracing purposes.

 

 

ACTIVITIES PROTOCOLS 

CRESCENT ACTIVITIES

  • Activities will be provided to in house guests only in outdoor and open spaces.
  • 6 feet of social distancing at all times during the activities.
  • Guests may choose to wear a mask as multiple families will be in the same outdoor location at a time.
  • The program will be included in all room rates and will involve daily activities, Self Guided Adventures, Pool Area and Ghost Tours.
  • Daily Activities:

www.CrescentResortPass.com

www.BasinParkActivityPass.com

  • Pool Area will be open including the bocce ball court and lounging areas.
      -Sign in required to use the pool area.

    -Sanitize all cushions on a daily basis.

    -Hand sanitizer station set up for guests.

  • Frisco Sporting Club 

-Sanitize all hard surfaces in between use-Sanitize games in between each family’s use-Attendant on site at activity times to encourage a clean space

-Hand sanitizer station set up for when an attendant is not available.

-6 Ft separation for parties around games and fire pit.

 

PARANORMAL INVESTIGATIONS

  • Our Ghost Tour Team will host a paranormal investigation on Saturday at 10:30.
  • Face masks required.

 

Included in your Activity Fee

The daily activity fee  includes: Activity Pass, daily programs, parking, Wi-Fi access,  Crescent Hotel pool access, Hot Tub Privileges, Fire pit use, online newspaper as well as shuttle service.

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WIFI

Register here.

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Shuttle Service

Daily 8 AM-10 PM

Hotel to Hotel — Hotel to Parking

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Hot Tub & Spa Deck Hours

Hot Tub 9 AM-8 PM

Guest may enjoy the Spa Deck to relax 9AM-8PM

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The New York Times

Enjoy complimentary unlimited access to the world’s finest journalism register or log in at

http://www.nytimes.com/register

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Parking 

 101 N. Main St

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Daily Activities – Click Here

Hours Of Operation

Hours of Operation

Continental Breakfast

Sat & Sun Offered in Balcony Restaurant 8 am – 10:30 am

Balcony Bar and Restaurant

Friday and Saturday 11 am-11 pm
Sunday-Thursday 12-9 pm

Jack Rabbett’s Whisky Bar

 Thursday-Sunday 2 pm-10 pm

Spa 1905

Monday- Thursday 10 AM -5:30 PM
Friday-Sunday  9 AM-5:30 PM

Spa Deck 

Daily 9 am-10 pm

Fire pit 7 pm-10 pm

Hot Tub

Daily 9 am- 10 pm

Colossal Cupcakes and Cones

Saturday 12-8

 Sunday 12-5

Shuttle Service

Daily 8 AM-10 PM

Hotel to Hotel — Hotel to Parking

Main Street BBQ Bus

Friday / Saturday  2 PM – 8 PM

This Week’s Activities

Daily Activities

RESERVATIONS ARE REQUIRED FOR ALL ACTIVITIES

Monday

10AM-Spa 1905-Sign up here 

Swimming & Shared Activities- See Full Schedule Here

7PM-Fire Pit Lounge- Sign up here

Tuesday

10AM-Spa 1905-Sign up here 

Swimming & Shared Activities- See Full Schedule Here

7PM-Fire Pit Lounge- Sign up here

Wednesday 

10AM-Spa 1905-Sign up here 

Swimming & Shared Activities- See Full Schedule Here

7PM-Fire Pit Lounge- Sign up here

Thursday 

10 AM- Fitness Walk- Sign up here

Swimming & Shared Activities- See Full Schedule Here

2 PM-Historical Walking Tour in Downtown-Sign up here

4 PM – 5 PM Whiskey Tasting in Jack Rabbetts- Sign up here

7PM-Fire Pit Lounge- Sign up here

Friday

10:30 AM-Morning Stretch on the Spa Deck-Sign up here

4 PM – 5 PM Wine Tasting in Jack Rabbetts- Sign up here

7 PM-Fire Pit Lounge- Sign up here

8 PM-Movie Night! -Sign up here

10:30 PM- 20% OFF the Paranormal Investigation of the

6th Floor- Sign up here

Saturday

10:30 AM-Fitness Walk- Sign up here

4 PM – 5 PM Whiskey Tasting in Jack Rabbetts- Sign up here

7 PM-Fire Pit Lounge- Sign up here

10:30 PM- 20% OFF the Paranormal Investigation of the

6th Floor- Purchase  here

Sunday

10 AM- Morning Stretch on the Spa Deck- Sign up here

Swimming & Shared Activities- See Full Schedule Here

4 PM-Historical Walking Tour in Downtown-Sign up here

4 PM – 5 PM Wine Tasting in Jack Rabbetts- Sign up here

7 PM-Fire Pit Lounge- Purchase here

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Self-Guided Adventures 

Waterfall Chasing 

Hiking around Eureka Springs

Scenic Drives and National Park Sites

Self-Guided Exploring (Caves & Civil War Sites)

Self-Guided Walking tour of the Crescent Hotel

Exploring Eureka Springs Historical Structures

Register Here!

Register for WiFi and the following items included in your Resort Pass!

*WiFi $4.95 Per Day*

*Fee will be wavied when form filled out below*

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