Operational Protocols for COVID-19

RVR has compiled this document in anticipation of a safe and efficient reopening of our San Diego resort.
These protocols will continue to evolve over time, as critical scientific advancements become available and changes in government mandates are implemented. These protocols were developed keeping in mind local and state government policy changes, Centers for Disease Control (CDC) guidelines, World Health Organization (WHO), Occupational Health and Safety Administration (OSHA) COVID-19 guidelines, Environmental Protection Agency (EPA), government mandates and in consultation with medical professionals.


Safety, Sanitation & Health Coordinator: RVR has designated a team whose responsibility is to track the safety of the establishment and the health of the employees and guests. They will support the operational teams to ensure that protocols are enforced, and appropriate documentation completed.

COVID-19 Training: All employees will receive training in English and Spanish on COVID-19 safety and sanitation protocols. Training will be more comprehensive for teams with frequent guest contact including housekeeping, food & beverage, public area attendants, hotel operations and security. Education will be provided to guests also, emphasizing their responsibility in preventing transmission to employees or other guests.

Enhanced Sanitization Procedures: Routine environmental sanitizing will be performed more frequently than previously, using disinfectants that meet requirements for effectiveness against the virus causing COVID-19, with special attention to high-touch surfaces.

Limitation of Physical Contact Between Employees and Guests: As appropriate to the situation, transparent screens will be installed, and automated mechanisms used in place of personal services.

Physical Distancing: Physical spaces may be configured to ensure that all persons, whether employees or guests, remain 6 feet apart from each other. Signage and other visual cues will be used to remind everyone to remain at a safe distance from each other. Occupancy limits will be implemented when necessary. If adequate distancing is not possible because of space constraints, shielding devices or other physical barriers will be implemented.

Limitation of Contact Surfaces: Whenever possible, touchless solutions to common activities will be implemented, such as automated doors, touchless registration and payment processes, etc.

Hand Hygiene: All employees will be trained in proper hygiene techniques prior to re-opening and will sign an attestation of training. New employees will receive the same training as part of their “onboarding” process. Employees will be required to wash their hands for 20 seconds, or use sanitizer if a sink is not available, every 20-30 minutes depending on their position. Additional hand sanitizing shall take place after any of the following activities: using the restroom, sneezing, touching the face, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking and going on break and before or after starting a shift.

Hand Sanitizer: Hand sanitizer dispensers are to be highly visible and will be placed at key guest and employee entrances and time clock areas. Additional hand sanitizers will be strategically placed throughout the property, especially in high touch point areas such as reception desks and host stand. Guests will be asked to use sanitizer prior to touching surfaces or objects such as pens and credit card machines.

Personal Protective Equipment (PPE): All employees and guests will be asked to wear a cloth or paper mask as long as required by public health authorities, and longer if deemed appropriate by the institution. Guests will be informed of this requirement prior to arrival. Masks will be given to guests if they do not have one. Specialized Personal Protective Equipment for employees (such as gloves, masks and eye protection) will be provided for tasks requiring extra protection. A chart delineating all common tasks and the required PPE will be posted for the uses of all employees.

Health Screening: At the start of each shift, all employees will be questioned about the presence of symptoms suggestive of COVID-19, and about contact with sick individuals or those known or suspected to have the infection. Temperatures will be taken each day prior to each employee’s work shift as well as an employee questionnaire.

Management of Known or Suspected COVID-19: Employees who are symptomatic should notify their manager immediately. They will be sent to the nearest medical facility that provides medical evaluation and testing for COVID-19 and will self-quarantine until the test is known to be negative. Guests who are unwell will also be referred for evaluation and testing and will quarantine in their hotel room until the results of testing are known. Medical facilities will be notified when a possible COVID-19 patient is on their way for evaluation. A checklist of actions will be followed to prevent the spread of the virus.

Signage: Signs about COVID-19 will be visible to guests and to employees. Information for employees, in English and Spanish, includes instructions to monitor their health and report symptoms and stay home in self-isolation if they think they might have the infection. Signs should also emphasize hygienic practices and social distancing.


Rancho Valencia Resort & Spa will use cleaning products and protocols which meet EPA guidelines and are approved for use and effective against viruses, bacteria and other airborne and bloodborne pathogens. Safety Data Sheets will be provided by our San Diego hotel’s vendors and stored in our Safety Data Sheet binders.

Public Spaces and Communal Areas: The frequency of cleaning and sanitizing (with products approved for use against pathogenic viruses and bacteria) has been increased in all public spaces with an emphasis on frequent contact surfaces including, but not limited to, front desk check-in counters, door handles, public bathrooms, room keys and locks, handrails, fitness equipment, dining surfaces and seating areas. Regular cleaning of the HVAC vent filters and disinfecting on a monthly basis.

Guest Rooms: Particular attention will be paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, light switches, alarm clocks, luggage racks and flooring.

Laundry: All bed linen and laundry will be changed upon departure and continue to be washed at a high temperature and in accordance with CDC guidelines. Dirty linen will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.

Back of the House: The frequency of cleaning and sanitizing will also increase in back-of-house areas with an emphasis on the employee dining rooms, uniform changing rooms, employee restrooms, loading dock, corporate offices, kitchens, security, and human resources.

Shared Equipment: Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, computers and other communication devices, payment terminals, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks, and all other direct contact items used throughout the operation.

Room Recovery Protocol: In the event of a presumptive case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party expert.