HOSPITALITY PROTOCOL COVID-19 PANDEMIC REDE WINDSOR HOTEIS. 3.0 Version

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COVID-19 PANDEMIC

REDE WINDSOR HOTEIS

3.0 Version | 01 - 2021

HOSPITALITY

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Dear Valued Guest,

The basic principle of hospitality is the provision of services where people take care of people; the health, well-being, and safety of our guests, employees, and partners is very important to us.

With all this responsibility and facing this challenging time, we want to assure you, your family, friends, and work teams that we are more prepared than ever, and exci-ted, to welcome you to one of our properties in Rio or Brasilia.

Below you will find the set of rules that we have implemented according to the pro-tocols established by the public health authorities and medical experts that we have reinforced, based on the best practices already adopted in all our units, so that you feel confident in staying with us.

Your collaboration in the fulfillment of these measures will also be essential.

We are very happy to receive you at one of our units, we are well prepared for your visit, and are very much looking forward to taking care of you.

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General Observations

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Food and Beverage

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Housekeeping

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Front Desk

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Leisure

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Other Departments

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Additional Information

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Source 05 07 11 16 20 24 27

SUMMARY

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General Observations

Our employees follow the below procedures:

• Clean hands and forearms with water and liquid soap frequently; • Use mandatory PPE appropriate for the functions performed; • Follow the respiratory care label;

• Respect the distance of 2,0m between people, in closed environments, or 01 person for each 4,0m;

• The Windsor Hotels team are trained in the use of hygiene and disinfection products and knowledgeable with regard to the risks associated with the products, thus allowing for the processes to be executed in a preventive, efficient, and safe manner for everyone;

• Follow the Good Practice Manual.

Guests and clients must abide by the following procedures:

• The use of a mask by the guest / client (except children 2 years old or under) is mandatory in all areas, especially public ones. The mask can only be removed during meals and under no circumstances should it be left on the table; it must be kept in the bag / or guest / client ‘s pocket;

• The distance of 2,0m between people, indoors, or 01 person per 4,0m , must be respected; • Prohibition of repositioning the configuration (furniture) of restaurants, bars, swimming pools and other public areas of the hotel.

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Food and Beverage

Food and Beverage Services

For the convenience and safety of our guests breakfast, lunch, and dinner services can be per-formed at the following locations:

Apartments (standard breakfast, lunch and dinner à la carte or executive menu); Hotel restaurant (full breakfast, lunch and dinner à la carte or executive menu); Room Service available in all units

The service hours can be consulted at the accommodation unit;

Food and Beverage Services in Apartments

All crockery, cutlery, and glasses used in the service pass a rigorous standard of sanitization. The pre-washing of all utensils is done manually, then they are washed in machines at 60º with specific products with the final rinse performed at 80º, and the finalization of the process is done with 70% alcohol;

All items delivered to the guest are wrapped in plastic wrap; Spices are available in individual sachets;

Bottom of tray, napkins, and placemats used in the service are disposable;

We have a special table on the floor where the guests can leave their trays after meals. Our team collects all utensils within the established safety and hygiene standard;

Menus have been printed on plastic inserts for sanitization purposes. We also include the QR code for our costumer’s choice to access the menu by cell phone.

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Food and Beverage Services at Restaurant

We increased the frequency of concurrent cleaning of our facilities while not eliminating im-mediate cleaning when necessary. Final and pre cleaning occur after and before working hours; All crockery, cutlery and glasses used in the service pass a rigorous standard of sanitization. The pre-washing of all utensils is done manually, thereafter they are washed in machines at 60º with specific products, the final rinse performed at 80º, and the finalization of the process is done with 70% alcohol;

Rigorous disinfection routine with alcohol 70% of surfaces and objects in general;

Alcohol gel 70% dispensers with constant replacement available in the Restaurant for use; Cutlery is individually wrapped;

Following the guidelines, we eliminated the use of tablecloths and fabric napkins which were replaced by placemats and disposable napkins;

Tables and chairs were reorganized, respecting the minimum spacing of 2,0m between the tables; As the buffet service and tastings are still suspended, our team takes the plated food to the table (with cloche - cover plates) or, as in some units, the food plated and wrapped in plastic is delivered to the customer from one or more stations. In both modalities, the minimum distance of 2,0m, recommended by competent organizational bodies, is always followed so we avoid intermingling and agglomerations;

Spices are available in individual sachets;

Credit card machines wrapped with plastic are sanitized after each use;

As our internal spaces are air-conditioned, the maintenance continues to be carried out, in ac-cordance with the recommendations in current legislation.

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Lobby Bar / Pool Bar

The hotel’s lobby and pool bars are running at 50% capacity to maintain safe social distances. Tables and chairs were reorganized, respecting the minimum spacing of 2,0m between the ta-bles. Consult opening hours at the accommodation unit.

We increased the frequency of concurrent cleaning of our facilities, not eliminating immediate cleaning when necessary. Final and pre cleaning occur after and before working hours;

All crockery, cutlery and glasses used in the service pass a rigorous standard of hygiene. The pre-washing of all utensils is done manually and then they are washed in machines at 60º with specific products with the final rinse performed at 80º, and the finalization of the process is done with 70% alcohol;

Rigorous disinfection routine with alcohol 70% of surfaces and objects in general;

70% alcohol gel dispensers, with constant replacement, available in common areas, for use; Following the guidelines, we eliminated the use of tablecloths and substituted disposable placemats;

Menus have been printed on plastic inserts and can be cleaned each time. We also include the QR code so that our customers can choose to access our menu by cell phone;

Credit card machines wrapped with plastic are sanitized after each use;

As our internal spaces are air-conditioned, the maintenance and control of our air conditioning units continues to be carried out in accordance with the recommendations in current legisla-tion.

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Other Food & Beverage Divisions

Butcher / Cup / Kitchen / Confectionery / Kitchen and Steward

(dish washing and utensils area)

We increased the frequency of concurrent cleaning of our facilities, not eliminating immediate cleaning when necessary. Final and pre cleaning occur after and before working hours;

All crockery, cutlery, and glasses used in the service pass a rigorous standard of hygiene. The pre-washing of all utensils is done manually and then they are washed in machines at 60º with specific products with the final rinse performed at 80º, and the finalization of the process is done with 70% alcohol;

Rigorous disinfection routine with alcohol 70% of surfaces and objects in general;

The cleaning and storage of all the utensils used in the preparation of food already follows a very strict standard and has been intensified in order to be in line with specific rules and pre-vention measures.

All foods (fruits, vegetables, meats, etc.) are properly sanitized using appropriate techniques, technically and commercially approved products, and in accordance with the manufacturer’s recommendations.

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Housekeeping

Adoption of the Clean & Safe Sign

For the convenience and safety of our guests we have adopted the “Clean & Safe” sign which confirms that the apartment is clean and tidy after check out.

Bathroom Cleaning

Concurrent cleaning in the bathrooms of the apartments is carried out daily;

The bathroom floor is vacuumed to remove solid dirt (hair, sand, among others) with the proper technique, performed with long movements in one direction;

We apply the bactericide throughout the bathroom. The product is spread out to remove any and all dirt using the appropriate and distinct utensils (broom, sponge, etc.) for each part of the bathroom. While the bathroom’s propriate chemical is left working for 10 minutes or according to the contact time indicated on the product’s technical sheet, and the bactericidal disinfectant acts, eliminating all biological dirt, fungi, bacteria and viruses, we start the process of cleaning the room.

Amenities Available in the Apartments’ Bathrooms

All amenities are properly cleaned with 70% alcohol.

In the apartments our guests will find: 01 shampoo, 01 conditioner, 01 moisturizer, 02 soaps, 01 shower cap, 01 or 02 rolls of toilet paper (extra bagged);

Apartment Cleaning and Tidying

Concurrent cleaning of the apartments and housekeeping are carried out daily, always in the absence of the guest. The cleaning process always takes place from the dirtiest to the

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The rooms are constantly ventilated by opening windows and doors;

In the cleaning process, we use different cleaning cloths and products, suitable for each sur-face;

To clean cold and / or laminate floors, the wet sweeping technique is used. When there is a need for vacuuming, it is done with long movements and always in the same direction, in addi-tion to being sprayed with 70% alcohol;

Use of 70% alcohol also in the areas of greatest contact (remote control, air conditioning dis-play, door handle, key, plugs, hairdryer, switches, etc.);

The dust is cleaned from all contact surfaces from top to bottom; Carpets and mats are washed frequently;

After cleaning and tidying, the windows and curtains are closed and air fresheners applied as per the hotel’s standard.

Since all of our apartments are air-conditioned, when cleaning the apartment, the A/C is turned on so noises, odors and air flow can be observed. The employee leaves the A/C regulated for the next accommodation at 23°C. The maintenance and control of the air conditioning is done regularly and in accordance with the recommendations in the current legislation.

Bed linen

All bed linen (sheets, pillowcases, bedspreads, towels and floors) is changed daily and with specific techniques, adopted in accordance with preventive measures for the spread of the virus.

Immediately after removing the sheets, 70% alcohol is sprayed on the mattress before and after the bed is ready;

For the convenience of our guests, extra pillow (s) and blanket (s), properly sealed, remain in the closet. Breaking the seal will result in washing the blankets and cleaning the pillows with a pillowcase change after check out.

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Minibar

All products in the mini bar are sanitized with 70% alcohol as soon as they are received from the warehouse and before being stored. The internal and external surfaces of the mini bar are also cleaned with 70% alcohol, even after guests leave;

Before a new check-in, the products, not only the replaced ones, are also sanitized with 70% alcohol.

Balcony (applicable for units with balconies)

Cleaning is carried out in the following sequence: Ceiling, balcony windowsill, and floor.

Printed Matter in the Apartments

Menus and directory were removed from the apartments.

Guest Loan Material

All material available for loan to the guest (eg, iron and ironing board) undergoes a cleaning process before and after the loan.

Waste

All garbage removed from the apartments is kept in sealed bags.

Common Areas

The frequency of cleaning in the areas of greatest circulation (Reception, Bars, Restaurant, Corridors, Lobby, Social and Service Bathrooms, Canteen, Changing Room, etc.) has been in-creased. At least every 3 hours concurrent cleaning is carried out as well as before and after hours, and immediate cleaning. A spreadsheet was prepared with all the cleaning planning for better monitoring.

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Social and Service Corridors

Social and service corridors are being sanitized weekly with appropriate products;

70% alcohol gel dispensers with constant replacement are positioned next to the elevators and in all social and service corridors for use;

Handrails, fire door handles, and handles and trigger buttons on elevators are cleaned fre-quently.

Elevators

Control for access and maximum number of people in elevators, always encouraging the use of stairs;

Frequent cleaning of the elevator’s internal space with appropriate products and techniques; Disinfection of the mirror and control panel and elevator push buttons (internal and external) with suitable products.

Hotel Social Entrance / Convention Center / Service

All entrances are cleaned daily with suitable products.

Stairs / Escalators and Service

All stairs are often sanitized with suitable products, extra attention to the handrails;

During the process of cleaning the stairs, the “Wet Floor” flag is used to alert the user about the progress of the cleaning service.

Sidewalks around the Hotel

Sidewalks cleaning around the hotel with water, chlorine and soap, systematically.

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Front Desk

From arrival at the hotel...

The use of mask by guests / clients, visitors, restaurant clients, event participants, employees and suppliers (except children up to 02 years old), in public areas is also mandatory. The mask can only be removed in public areas at mealtime and under no circumstances should it be left on the table; this must be kept in the bag / pocket of the guest / client;

Respect of the distance of 2,0m between people, indoors, or 01 person every 4,0m;

Upon arrival at the hotel, our guests / customers are greeted by our Doorman Captain who is always on hand and using the appropriate means of protection and asepsis his hands whenever he opens the trunk or the car door of the guest / customer;

Upon entering the hotel our guests are instructed to use the disinfectant mat to clean the so-les of their shoes and 70% alcohol gel for hand hygiene;

We adopted, as a preventive measure, the temperature measurement of all guests / custo-mers using a digital thermometer (infrared laser). Temperature from 37.8º C (Federal) and 37.3º C (Brasília) is already considered a fever. In cases where the guest / client has a fever, the sug-gestion will be to contact your doctor;

Luggage is reserved in a space in the lobby and the check-in process begins;

Our Bellboys are ready to take guests’ luggage to the informed destination, whenever the guest wishes. Before transporting the baggage, our bellboys clean their hands with 70% al-cohol and take it to the apartment door using the social elevator. Whenever possible, the Bell-boy uses an elevator different from the guests;

The elevator must not be shared with others who are not in the same apartment or in quanti-ties above what is allowed. The use of stairs is always encouraged;

Baggage identification is done through the baggage ticket, which is issued in 02 (two) copies. One way is to the customer and the other for the hotel. The ticket contains the customer’s name, date and the number of bags;

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All decorative objects or those that can be handled / shared by one or more people, such as pillows, newspapers or others, have been removed from the lobby;

Available in common areas, 70% alcohol gel dispensers for use by our guests / customers.

Check in

The floor in front of the Reception indicates the necessary distance of each guest in case of a queue;

If the guest has forgotten, lost, or made his mask unusable the Reception can grant 01 (one) mask to the guest;

70% alcohol gel available on the counter for our guests use;

During check-in, guest identification documents are required for registration. Our Receptionists fill in the digital FNRH based on the information provided by the guest and request only the guest’s signature with the use of a properly sanitized pen or encourage the guest to use their own;

If it is necessary to use the credit card machine during the check in, it will always be with plastic film which is sanitized with 70% alcohol after each use;

The key card (in PVC) is issued and placed inside the key pack by our Receptionists who deliver to the guest reinforcing the information already contained in the key pack.

Check-out

The check-out request can be made by phone or in person at the Reception;

The key card (in PVC) must be deposited in the urn that is in front of the reception desk. The key cards remain in the urn for 03 (three) days and then are cleaned with 70% alcohol before being reused;

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The Receptionist presents the statement, through an auxiliary screen, so that the guest can visualize the final bill with no need to be printed. The guest / customer is always encouraged to pay using a credit card;

Credit card machines are protected with plastic film and are sanitized with 70% alcohol after each use;

The electronic invoice is sent by email. If the customer requests the form at check-out, the Receptionist, before handling the invoice, must clean his hands with 70% alcohol.

Parking

Upon arrival at the hotel, the guest / client will have his vehicle checked for possible damage (dents, scratches or others). If any damage is found, it will be recorded in the presence of the guest / customer on a two-way ticket. One of these tickets will be with the guest / client and the other with the Valet. The guest / client will need to present this ticket for the Valet to re-move the vehicle from the parking lot;

The Valet will always drive the vehicle with the windows open and before driving the vehicle, clean your hands with 70% alcohol, in addition to changing gloves for each new customer;

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Leisure

Gym

The space for the practice of physical activities is in a perfect state of maintenance and hygie-ne, free from any imperfections that may compromise the safety of users;

The equipment is properly located to allow free movement around them. All equipment and accessories are cleaned every time with 70% alcohol;

The presence of users and collaborators in the space requires the mandatory use of a mask. Without a mask it will not be possible to remain in the environment;

The space has 70% gel alcohol, paper towels and a trash bin with a pedal;

As the number of users needs to be restricted to avoid overcrowding, we suggest that our guests arrange an appointment with the Reception to use the space;

Doors and windows are kept open to ventilate the space;

An employee, using mandatory and appropriate PPE, will supervise the space to make sure it is kept in good order and the new rules are being complied with.

Business Center (Applicable only to units that have the service)

Consult the days and hours of Business Center operation in the unit which you are staying; Only 01 (one) guest / client at a time will be able to use the Business Center and the brevity of your stay is appreciated so that other guests / clients can also use it. We suggest scheduling an appointment at the Reception;

The space has 70% gel alcohol, paper towels and a trash bin with a pedal;

The presence of users and collaborators in the space requires the mandatory use of a mask. Without a mask it will not be possible to remain in the environment;

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An employee, using mandatory and appropriate PPE, will supervise the space to make sure is kept in good order and the new rules are being complied with;

All machines and equipment are constantly cleaned with 70% alcohol; Doors and windows are kept open to air the space;

Once our internal spaces are air-conditioned, the maintenance of our air conditioning units con-tinues to be carried out in accordance with the recommendations in current legislation.

Pool

Authorized social use by appointment at Reception at check-in or by phone during the period of accommodation. A team employee will perform the on-site control to coordinate entry / exit, according to the time scheduled by the guest;

Employees, including the lifeguard, are trained in the operations and sanitization protocol pro-cedures that are part of the measures to prevent the spread of COVID-19;

The 2,0m distance must be practiced, inside or outside the pool (except for members of the same family or people staying in the same apartment) and agglomerations should be avoided; The use of the mask is mandatory for guests (except children up to 2 years old) and employees circulating on site. The guest can only remove the mask when entering the pool or when en-joying drinks and meals;

People who show signs or symptoms indicative of COVID-19 should not go to the pool; It is not allowed to consume food inside the pool or its surroundings;

We suggest reducing the amount of objects to be taken to the pool area, especially avoiding items that can be shared;

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Pool towels can be provided by our employees. Towels are delivered clean and packed. After removing the plastic packaging that wraps the towel, it must be thrown immediately in the trash available in the space;

The furniture around the pool was positioned in order to keep the 2,0m distance between peo-ple. The guest is not allowed to reposition the furniture layout;

The furniture is cleaned with alcohol 70% before and after the use of it;

We increased the frequency of cleaning of areas with greater circulation and contact, including the pool and adjacent areas. Concurrent cleaning is carried out every 3 hours and the final be-fore and after the end of activities. Immediate cleaning is performed whenever necessary; We systematically control the quality of the pool water at least three times a day, measuring chlorine, alkalinity and PH. Filters and pumps are regularly maintained, ensuring the quality of the cleaning and treatment of the tank.

Sauna

Working by appointment

Serviço de Praia

Suspended indefinitely.

Terrace

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Other Departments

All Administrative Departments have been regularly sanitized with suitable products, in addi-tion to cleaning that occurs daily.

Warehouse

Strict standards have been developed to ensure that all products, goods, and packaging are sanitized, according to their characteristics, before being stored and / or directed to the deman-ding departments and / or the Warehouse;

All disposables items are stored in a clean and dry place.

Docks

It undergoes daily cleaning with water, soap and chlorine.

Waste Management

All garbage is separated - common waste and health service waste (masks and other non-re-processable PPE) stored in their own shelters, with covers and properly sized for the volume generated. Each are collected by distinct and specialized companies, accredited to COMLURB.

Maintenance

The department that is responsible for (in addition to other duties) drafting the air conditioning maintenance, operation and control plan (PMOC), cleaning the air conditioning ducts annually, having valid air quality reports and frequently conducting inspections maintenance, checking the need to replace filters and cleaning equipment;

The standards of potable water and hygiene of water reservoirs are checked every six months by the same Department. The Windsor Hotels chain works with laboratories, duly accredited by INEA, to issue reports after evaluations.

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Service Entrance

Before entering the hotel, all employees have their body temperature measured. Employees who show temperature outside the standards or flu-like symptoms are advised to seek the nearest medical facility and are dismissed until they return to regular standards;

The biometrics also fixed at the entrance are cleaned every shift;

Maintains alcohol gel and paper towels close to biometrics so that the employee can wash his hand after marking the fingerprint in biometrics;

It also maintains the distance mark on the floor and prevents employees from crowding the place.

Goods Receipt and Storage

Strict standards have been developed to ensure that all products, goods, and packaging are sanitized, according to their characteristics, before being stored and / or directed to the deman-ding departments and / or the Warehouse;

No supplier enters the hotel if he/she does not meet the required standards: No fever, with clean shoes, wearing a mask, properly sanitized hand, with proven transportation, goods, and packaging hygiene protocols;

Respecting the distance of 2,0m between people indoors, or 01 person every 4,0m;

The Goods Receipt area undergoes daily cleaning with water, soap and chlorine and even so, placing the goods directly on the floor is prohibited;

Employee Cafeteria

Respecting the distance of 2,0m between people, indoors, or 01 person every 4,0m;

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70% alcohol available for asepsis of tables and chairs;

Wash basin, water, liquid soap and paper towels available on site for hand hygiene; The use of the cafeteria is restricted to employees of the Windsor Hotels chain.

Crockery and cutlery are pre-washed manually and then washed at 60 ºC and 80 ºC and cleaned with 70% alcohol;

Employees who prepare food and clean the environment use mandatory PPE that is appropria-te for the duties performed;

The use of a mask by the employee who is going to make the meal is also mandatory. The mask can only be removed at mealtime and under no circumstances should it be left on the table, this must be kept in the Employee’s pocket;

Rest room

Respects the distance of 2,0m between people, indoors, or 01 person every 4,0m;

The use of a mask by the employee in the enclosure is mandatory and the length of stay limited to 15 minutes per employee;

Safety

All members of the Security Team work wearing the appropriate PPE and ensure that the new health security processes are followed.

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Telephone / IT

The attendance of any and all services can be requested via Telephone, thus avoiding personal contact. The telephone department collaborates with the corresponding Departments for the distribution of these demands from our guests / customers;

Uniforms

Uniforms and other clothing elements that make up the uniform, as well as protective equip-ment, are replaced daily by clean items, unless they are disposable parts.

Locker rooms

Daily cleaning and weekly sanitation;

Uniforms are not left in the locker, as they are taken out to wash every day; Sanitizing mat for cleaning shoes in the environment;

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Additional Information

Signaling

Dissemination, at strategic points, of educational materials and other types of information on measures to prevent COVID-19, such as the Golden Rules and the telephone number for the 1746 Call Center.

Visits

While quarantine lasts, customer visits to the hotel must be previously scheduled; Online meetings should be encouraged;

During visits it is mandatory to wear a mask by everyone. Visits need to be shorter, have smal-ler groups, and the determined distance of 2,0m must be maintained;

Visitors should clean their shoes on the disinfectant mats at the entrance of the hotel, wash their hands with 70% alcohol gel, available in public areas;

The temperature will be checked at the entrance and in case of temperature within the indica-tive fever patterns, the visit will be canceled and scheduled for a new date;

Everyone should follow the respiratory etiquette;

No material will be delivered during the visit. Everything will follow digitally, after the visit; Greetings (handshakes, hugs and kisses) should be avoided;

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Sources

• 1º-B of Rio Decree nº 47.282, of March 21, 2020 - which determines the adoption of additional measures, by the Municipality, to face the pandemic of the new Coronavirus - COVID - 19. • Rio de Janeiro City Hall - Municipal Health Secretariat - Golden Rules (Regras de Ouro) - (art.16 of Rio Decree Nº 47.488, of June 2, 2020)

• Specific Protocols for the Prevention of COVID-19 Complementary to the Golden Rules (Pro-tocolos Específicos de Prevenção à COVID-19 Complementares às Regras de Ouro) - (art.16 of Decree Rio nº 47.488, of June 2, 2020) - Official Gazette - Year XXXIV - C 108 - Rio de Janeiro - Tuesday, 11 August 2020.

• Secretariat for Surveillance, Sanitary Inspection and Zoonosis Control - Coronavirus Pre-vention and Control Measures - Newsletter S / SUBVISA Nº 16/2020 - 06/06/2020. “Cleaning and Disinfection Protocol in Collective Environments” (Protocolo de Limpeza e Desinfecção em Ambientes Coletivos).

Resolution SES/SMS Rio 871 of January 12th 2021 that considers the provisions of Decree 48.344 of January 1st 2021.

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