Managing COVID-19 risks: Accommodation industry
Information for employers providing accommodation services, such as hotels, motels, hostels, bed and breakfasts, and caravan parks, on how to keep employees and guests healthy and safe during the pandemic.
This information is no longer current. There maybe a more recent version available.
Restrictions apply across Victoria
Depending on your industry your workplace may:
- be subject to restricted operations or industry specific obligations
- be subject to COVID-19 vaccination requirements
It is mandatory for every Victorian business with on-site operations to have a COVIDSafe Plan. COVIDSafe plans should be reviewed and updated regularly.
COVID-19 restrictions in Victoria may be updated at any time. You must stay up to date with changes for your industry.
How are my occupational health and safety (OHS) obligations impacted by the restrictions?
There is no change to your obligations under the Occupational Health and Safety Act 2004 (OHS Act) and Occupational Health and Safety Regulations 2017 (OHS Regulations) as a result of the Pandemic Orders issued by the Victorian Minister for Health.
Preparation of a COVIDSafe Plan forms part of the development of a safe system of work. However, having a COVIDSafe Plan and complying with the Victorian Pandemic Orders does not necessarily mean you have complied with all of your duties under the OHS Act and OHS Regulations.
You must follow any Pandemic Orders that apply to how your business must operate, and ensure that you are meeting your obligations under the OHS Act. Employees must also comply with their duties under the OHS Act.
Learn more about COVIDSafe Plans
Transmission of COVID-19
Researchers are still learning about COVID-19, its long-term effects and emerging variants.
COVID-19 is a respiratory disease caused by a coronavirus (SARS-CoV-2) that can result in mild to very severe illness and death.
The main way COVID-19 spreads is when a person with COVID-19 exhales droplets and/or aerosol particles containing the virus. This can happen when they breathe out, cough, sneeze, speak, shout or sing.
Exhaled droplets range in size. Large droplets settle out of the air faster than they evaporate. Small droplets remain suspended in the air for longer periods. Very fine droplets may contain the virus, and can stay suspended in the air for anywhere from minutes to hours. Small droplets and particles are often referred to as ‘aerosols’.
Transmission of COVID-19 can occur in a number of ways, and possibly in combination.
1. Airborne transmission
This occurs when a person inhales aerosols that may contain viral particles that are infectious.
While the risk of transmission is highest when close to an infectious person, air currents can disperse small droplets and particles over long distances. These may be inhaled by people who have not had face-to-face contact or been in the same space with the infectious person. Airborne transmission is more likely to occur in indoor or enclosed settings that are poorly ventilated, crowded, or both. In these kinds of settings, the virus may remain suspended in the air for longer and increase the risk of spread as people tend to spend longer periods in indoor settings.
2. Droplet transmission
Transmission occurs where exhaled droplets from a person with COVID-19 come into contact with another person's mucosal surfaces (nose, mouth or eyes). The risk of transmission is highest when close to the source, where the concentration of these droplets is greatest.
3. Contaminated surfaces transmission
People may also become infected by touching surfaces that have been contaminated by the virus, and then touching their eyes, nose or mouth without cleaning their hands.
Identifying risks
Employers must identify hazards and, if necessary, assess the level of risk to the health of employees, including independent contractors, from exposure to COVID-19 at their workplace. This must be done in consultation with health and safety representatives (HSRs), if any, and employees, so far as is reasonably practicable.
Consider risks that are significant for employees in the accommodation industry, including:
- employees operating in close proximity to guests
- contact with commonly-touched surfaces, including counters, handrails, doors, room furnishings, bedside lamps, kitchen and food preparation areas
- shared workplace amenities, such as kitchens, lunch rooms, communal areas, change rooms, toilets, drink fountains and vending machines
- shared guest amenities, such as playgrounds, pools, kitchens, BBQs and gyms
- contact with delivery drivers and other contractors attending the workplace
- exchanging cash with customers
- the physical and psychological challenges for employees working at quarantine accommodation/hotels
Controlling risks
Where a risk to health or safety is identified at a workplace, employers must, so far as is reasonably practicable, eliminate the risk. Where it isn't possible to eliminate the risk, it must be reduced, so far as is reasonably practicable.
The types of control measures required depends on the level of risk as well as the availability and suitability of controls for each workplace, including individual work areas.
At risk employees
Some employees may be at greater risk of contracting COVID-19 or becoming more seriously ill if infected. The Department of Health (DH) has the latest information on 'at risk' groups.
Face masks in workplaces
Pandemic Orders made by the Victorian Minister for Health about face masks are in place across Victoria. For more information see the guidance Managing COVID-19 risks: Face masks in workplaces.
COVID-19 vaccinations in workplaces
COVID-19 vaccination is one control measure that can reduce the risk of COVID-19 in workplaces. This should be part of a suite of controls used to reduce the risk of COVID-19 in workplaces.
Consult with employees
Employers have a duty to consult with employees, independent contractors and any health and safety representatives (HSRs), so far as is reasonably practicable, on matters related to health or safety that directly affect, or are likely to directly affect them. This includes consultation on identifying hazards or risks and decisions about how to control risks associated with COVID-19.
The consultation should be conducted in accordance with any agreed consultation procedures.
Information, training and instruction
Employers must provide necessary information, training, and instruction for employees and independent contractors to ensure they can perform their work safely, such as the correct use of personal protective equipment (PPE) if it is required, good hygiene practices and cleaning procedures.
Screening and quarantining
Employers should implement an employee screening process to minimise the introduction of COVID-19 into the workplace. Employers should ask employees before they enter the workplace if they are currently subject to any Pandemic Order requirements (such as needing to isolate or quarantine), and instruct employees who have been in contact with confirmed or probable cases of COVID-19 to follow Department of Health (DH) procedures.
Ensure employees know what to do
An employer's duty to eliminate or reduce risks associated with exposure to COVID-19 so far as is reasonably practicable includes ensuring that:
- confirmed COVID-19 cases do not attend the workplace
- employees know what to do or who to notify if they feel unwell or suspect they've been infected, according to the information provided by DH
- employees who have been in contact with confirmed or probable cases of COVID-19 are instructed to follow DH procedures
- any unwell employee does not attend the workplace, including those who have been tested for COVID-19 and are awaiting their test result
The symptoms of COVID-19 are: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose and loss or change in sense of smell or taste.
Some people may also experience headache, muscle soreness, stuffy nose, nausea, vomiting and diarrhoea.
If an employee develops any COVID-19 symptoms, however mild, they should:
- self-isolate immediately, get tested and if needed, seek advice from their doctor or the Victorian Coronavirus Hotline on 1800 675 398.
- tell their employer as soon as possible, follow the procedures their workplace has in place to deal with symptomatic people, and update their employer if their situation changes, for example: if they receive a positive COVID-19 diagnosis
In the event of a suspected or confirmed COVID-19 case or cases at the workplace, Pandemic Orders issued by the Victorian Minister for Health may also require employers to take specific response actions.
Record-keeping for contact tracing
Under Pandemic Orders made by the Victorian Minister for Health, workplaces may be required to keep records of attendance to assist with contact tracing.
Physical distancing
Maintaining 1.5 metres distance between employees and guests is essential to prevent the spread of COVID-19.
Under Pandemic Orders made by the Victorian Minister for Health, workplaces may be required to comply with particular density quotient rules.
In consultation with employees and independent contractors, employers should develop a plan to ensure physical distancing is maintained.
The advice below may include activities that may not be permissible. Employers should check what activities are permissible on the DH website.
- Guest services
Employers should maintain physical distancing by limiting the number of employees and guests in the guest service or concierge areas at any one time. Measures may include:
- staggering guest check-in and check-out times
- enabling guests to check-in and check-out online
- using a contactless process for key pick-up and drop-off
- encouraging guests to call reception or the concierge for any assistance, rather than visiting reception in person
- erecting signs and floor marking to instruct guests to maintain 1.5 metres distance
- implementing queuing systems with floor markings that identify 1.5 metres distance
- installing clear barriers at reception areas and concierge desks
- requiring employees, such as porters, reception and housekeeping, to communicate via mobile phone or radio rather than face to face.
- Public areas
The numbers of guests passing through and congregating in public areas, such as hotel lobbies, should be determined according to the DH guidelines on physical distancing.
- When guests check-in, encourage them to minimise time spent congregating in public areas during their stay. This could be reinforced through signage in public areas.
- Implement measures to monitor the number of people in public areas and request that guests return to their rooms or move to another area if there are too many people congregating in a particular area.
- Put signs around public areas, including corridors to remind guests and employees of physical distancing requirements and create floor markings in areas where guests may congregate that show where they can stand to maintain 1.5 metres distance from each other.
- Where practicable, implement measures to achieve 1.5 metre distancing between people using lifts (elevators) including the maximum occupancy for the lift based on physical distancing requirements.
- Where appropriate, create one-way walkways in public areas.
- Where practical, walkways should be in areas furthest from employees and guests should use separate doors to enter and exit public areas.
- Position chairs and other furniture so people can maintain 1.5 metres distance from each other and remove items or restrict seating if necessary.
- If changing the physical layout of public areas, the new layout must allow for employees and guests to enter, exit and move about under normal conditions, and in the event of an emergency without risks to their health and safety, so far as is reasonably practicable.
- Guest services
Employers should maintain physical distancing by limiting the number of employees and guests in the guest service or concierge areas at any one time. Measures may include:
- staggering guest check-in and check-out times
- enabling guests to check-in and check-out online
- using a contactless process for key pick-up and drop-off
- encouraging guests to call reception or the concierge for any assistance, rather than visiting reception in person
- erecting signs and floor marking to instruct guests to maintain 1.5 metres distance
- implementing queuing systems with floor markings that identify 1.5 metres distance
- installing clear barriers at reception areas and concierge desks
- requiring employees, such as porters, reception and housekeeping, to communicate via mobile phone or radio rather than face to face.
- Public areas
The numbers of guests passing through and congregating in public areas, such as hotel lobbies, should be determined according to the DH guidelines on physical distancing.
- When guests check-in, encourage them to minimise time spent congregating in public areas during their stay. This could be reinforced through signage in public areas.
- Implement measures to monitor the number of people in public areas and request that guests return to their rooms or move to another area if there are too many people congregating in a particular area.
- Put signs around public areas, including corridors to remind guests and employees of physical distancing requirements and create floor markings in areas where guests may congregate that show where they can stand to maintain 1.5 metres distance from each other.
- Where practicable, implement measures to achieve 1.5 metre distancing between people using lifts (elevators) including the maximum occupancy for the lift based on physical distancing requirements.
- Where appropriate, create one-way walkways in public areas.
- Where practical, walkways should be in areas furthest from employees and guests should use separate doors to enter and exit public areas.
- Position chairs and other furniture so people can maintain 1.5 metres distance from each other and remove items or restrict seating if necessary.
- If changing the physical layout of public areas, the new layout must allow for employees and guests to enter, exit and move about under normal conditions, and in the event of an emergency without risks to their health and safety, so far as is reasonably practicable.
- Room services
- When ordering room services, guests should be advised of the contactless process for delivering the requested service, for example food will be left outside the door and reception will telephone the guest to advise delivery has been made.
- Unless more people are necessary, only one employee should attend a guest’s room to provide room service, such as delivering food.
- Implement measures so that employees do not need to enter a guests’ room while it is occupied. If that is not practical, ask guests to maintain 1.5 metres distance from employees while they are in the room.
- Consider contactless alternatives to guests having to sign the room service bill. Where this is not possible, the employee should place the bill on an appropriate surface and move 1.5 metres away while the guest signs.
- Housekeeping
- Request that guests leave the room while housekeeping is being undertaken.
- Provide housekeeping staff with allocated tools and equipment where possible, such as cleaning trolleys, to minimise the need for contact with other employees.
- Where practical and safe to do so, implement processes so that only a single employee cleans a room at a time. Employers must consult with employees to identify and manage the risks associated with working alone, such as hazardous manual handling or the psychosocial risks of an increased workload.
- Where more than one employee is required to perform housekeeping tasks, such as moving beds, the employees should be directed to maintain physical distancing of 1.5 metre from each other or minimise close contact to the extent possible.
- Shared guest amenities
For accommodation service providers that provide shared guest amenities, such as shared bathrooms or communal eating areas, employers must ensure physical distancing of 1.5 metres is maintained between guests while using these amenities.
- Calculate the number of people that can fit in an area according to any DH density quotient rules that apply, and indicate the number of people allowed in the space on a sign at the entrance.
- Encourage guests to use shared amenities, such as kitchens and bathrooms, at off-peak times to reduce any high demand that occurs at specific times. Consider implementing a system for guests to sign-up to use kitchen amenities within specific timeslots.
- Where relevant and appropriate, consider allowing guests to eat meals they prepare in their room to reduce the number of people sharing eating areas. For places such as caravan parks and camp grounds with communal kitchens, encourage guests to take prepared food back to their caravans or campsites rather than use communal eating areas.
- Where practicable, spread out kitchen appliances to reduce the number of people in the meal preparation area.
- Move dining tables and seating so that they are spaced at least 1.5 metres apart.
- Put signs around shared amenities and install floor markings to identify 1.5 metres distance.
- Close shared amenities while cleaning is being undertaken to maintain distancing between employees and guests.
- Encourage guests to minimise the time they spend using shared bathroom facilities. For example, where possible encourage guest to apply cosmetics using a mirror in their room rather than the bathroom.
- Recreational facilities
For accommodation service providers that provide recreational facilities, such as pools, tennis courts, games rooms and BBQ areas, you need to ensure that physical distancing is maintained by guests while using these amenities.
- Calculate the number of people that can fit in a shared enclosed area to comply with any density quotients set by the CHO directions, and place this number on a sign at the entrance.
- Spread out furniture such as pool tables and video game machines in games rooms, and chairs/tables in the pool area to maintain physical distancing.
- Only permit groups that are staying together to use recreational facilities (except pools) at any one time and implement a booking system to manage this.
- Erect signs near recreational facilities and install floor markings to identify 1.5 metres of distance.
- Close recreational facilities while cleaning is being undertaken to maintain distancing between employees and guests.
- Employee gatherings, meetings and training
Where employees meet face-to-face, employers should ensure:
- contact time is minimised as much as possible
- catering is not provided for the event or, where catering must be provided, meals should be pre-packaged for individuals and disposable plates and cutlery used – there should be no shared serving utensils
- the venue is adequately ventilated – avoid using re-circulated air and increase air circulation from outside air intake
- the venue enables employees to keep at least 1.5 metres apart
- the number of attendees is restricted, or multiple sessions are held, to enable physical distancing to be observed
- designated seating is used to avoid employees standing and mingling
- hygiene and cleaning requirements are adhered to, including the display of relevant signage and floor markings
- Employee facilities and movement
- Reduce the number of employees using common/staff areas at a given time, for example by staggering meal breaks and start times.
- Spread out furniture in common areas to ensure physical distancing of 1.5 metres between people.
- Where practicable, implement measures to achieve 1.5 metre distancing between people using lifts (elevators) including the maximum occupancy for the lift based on physical distancing requirements.
- Place signage about physical distancing around the workplace, including lift entry points.
- Restrict or remove guests’ access to employee amenities.
- Where employees, such as cleaning crews or maintenance staff, are required to travel between sites, they should follow the recommended controls in Managing COVID-19 exposure risks: Travelling in vehicles.
- Deliveries, contractors and guests attending the workplace
- Contact your delivery suppliers and understand what systems are in place for identifying if their employees are unwell and what actions will be taken.
- If a contractor, delivery driver or guest is showing symptoms consistent with COVID-19 they should be immediately asked to leave the premises.
- Develop a plan for deliveries to minimise the interaction of delivery drivers with employees and guests and communicate this to delivery suppliers, drivers and employees.
- Minimise the number of employees attending to deliveries and contractors as much as possible.
- Provide clear instructions on health and safety requirements to delivery drivers and other contractors who need to attend the workplace to provide maintenance or repair services or perform other essential activities.
- Ensure handwashing facilities, or if not possible, alcohol-based hand sanitiser, are readily available for employees after physically handling deliveries.
- Direct visiting delivery drivers and contractors to remain in vehicles and use contactless methods such as mobile phones to communicate with your employees wherever possible.
- Direct visiting delivery drivers and contractors to use alcohol-based hand sanitiser before handling products being delivered.
- Ask delivery drivers and contractors to use electronic paperwork and digital signatures where possible. For example, see whether a confirmation email or a photo of the loaded or unloaded goods can be accepted as proof of delivery or collection. If a pen is required for signature, ask that the pen is sanitised before use, or use your own. Avoid handling shared paperwork.
- On-going review and monitoring
- Plan and manage additional health and safety risks that may have been introduced through physical distancing measures, such as an increase in physical and psychological risks due to changing rosters or employees performing tasks while isolated.
- Put processes in place to regularly monitor and review the implementation of physical distancing measures to ensure they are being followed and remain effective.
Ventilation
People in indoor environments, particularly in crowded or inadequately ventilated spaces, are at a higher risk of becoming infected with COVID-19. When someone infected with COVID-19 has been present, the virus may linger in poorly ventilated spaces or areas with stagnant air for a longer period of time.
Providing an adequate supply of fresh air (ventilation) to enclosed areas of a workplace dilutes the number of airborne virus particles and lowers transmission risk. Improving ventilation alone does not reduce the risk of transmission via droplets and contaminated surfaces. It needs to be considered as part of a suite of infection control measures.
Adequate ventilation can be achieved using natural or mechanical ventilation, or a combination of the two.
- Natural ventilation is fresh air coming in through open windows, doors or air vents.
- Mechanical ventilation means a method of forced or induced ventilation using mechanical air-handling systems that bring in fresh air from outside. It forms part of a building’s heating, ventilation and air conditioning (HVAC) system.
Note: Natural ventilation is dependent on variable local conditions (eg window opening size, weather conditions including wind speed and direction) and may not always be effective in quickly removing airborne virus particles.
Better ventilation can be achieved by:
- increasing the rate that air is supplied
- increasing the supply of fresh outdoor air
- reducing or eliminating recirculated air in HVAC systems
- improving filtration for air recirculated by HVAC systems if the ventilation rate is not compromised
- regular maintenance of the HVAC system, including changing filters
Guidance on HVAC systems is available in AS1668.2:2012 The use of ventilation and air-conditioning in buildings, Part 2: Mechanical ventilation in buildings. Further information on HVAC systems and COVID-19 is available in World Health Organization (WHO) guidance Roadmap to improve and ensure good indoor ventilation in the context of COVID-19 (who.int).
In areas where it is not possible to maintain adequate ventilation and there is a high risk of transmission, portable high-efficiency particulate air (HEPA) filtered air cleaners may be appropriate to be used to reduce the concentration of airborne virus particles and other aerosol contaminants. These units are not a substitute for ventilation. Employers should assess the risk and/or undertake a ventilation assessment to identify what ventilation strategies are appropriate for the space and whether an air cleaner is needed and consider operational placement and maintenance of these units.
Employers should work with the building's owner or manager to improve ventilation where possible. Engaging a suitably qualified person such as an occupational hygienist or a ventilation engineer to advise and assist should also be considered.
For more information about ventilation, see the following documents on the DH Infection prevention control (IPC) resources page:
- COVID-19: Ventilation principles and strategies to reduce aerosol transmission in community and workplace settings.
- Department of Health IPC Ventilation Policy.
- Coronavirus (COVID-19) transmission from air-circulating, wind-blowing devices and activities.
- Ventilation strategies to reduce COVID-19 infection, when used as per DH guidelines.
Hygiene
Cleaning needs to be conducted in accordance with the DH information on cleaning and disinfection for workplaces.
Hygiene practices
Employers should develop good hygiene practices for both employees and guests:
- Develop infection control policies that outline measures to prevent the spread of infectious diseases, such as training employees on how areas may need to be cleaned and disinfected in the event of any contamination.
- Train employees to wear gloves when cleaning and wash their hands correctly after cleaning.
- Train employees on correct hand-washing techniques, for example, to wash hands with soap and water for at least 20 seconds, or use a >70% alcohol-based hand sanitiser, and to dry hands correctly – for example, place posters near handwashing facilities showing how to correctly wash and dry hands.
- Instruct employees to wash their hands before and after eating, after coughing or sneezing, after changing tasks or touching potentially contaminated surfaces.
- Inform employees of workplace hygiene standards – for example, placing rubbish in bins provided and avoiding putting items such as phones on meal surfaces.
- Display information in highly visible locations throughout the venue about the symptoms of COVID-19 and the need to stay home when unwell.
- Inform guests of workplace hygiene standards, including:
- washing their hands or using alcohol-based hand sanitiser upon arrival
- washing their hands, or using sanitiser, in restrooms
- not entering the premises if they feel unwell with flu-like symptoms
- Encourage contactless payment where possible.
- Provide alcohol-based hand sanitisers in appropriate locations for patrons and employees to use, such as entries and exits.
- Clean frequently touched areas and surfaces several times a day with a detergent or disinfectant solution or wipe, for example EFTPOS equipment, elevator buttons, handrails, tables, counter tops, door knobs, sinks and keyboards.
- Encourage employees to minimise the amount of personal property they bring to work and to clean with disinfectant any personal property they do bring to work, such as sunglasses, mobile phones and iPads.
- Remove public access to flyers, maps and guides. Instead, provide these to guests on request or share electronic versions.
- Remove books and magazines from foyers and common areas.
- Provide alcohol-based sanitiser or disinfectant wipes for guests to sanitise their luggage handles before being handled by employees.
- Ensure room keys are cleaned and disinfected before re-using.
- Where possible, either do not provide, or replace items, such as pens, note pads, bibles, shampoo and conditioner in rooms between guests, or ensure these are cleaned appropriately.
- Provide disposable plates, cutlery and serviettes for any room service and in-room facilities, where appropriate.
- When shared amenities are provided to guests, such as kitchens and bathrooms, implement processes to increase good hygiene and communicate these to guests. For example, provide guests with their own items to use during their stay, such as tea towels, bath mats and dish cloths to avoid sharing with other guests. Also ask guests to:
- wash their hands with soap and water or sanitise their hands when entering and exiting the kitchen and practice good hand hygiene when using the bathroom
- take all belongings with them when leaving the bathroom, such as towels
- only touch items (such as cutlery) that they will use
- place their dirty dishes in the dishwasher immediately after use
- wipe down any benchtops, tables and chairs that they use, and
- place all their food on one shelf in the refrigerator or pantry, or in containers provided, and use that shelf/container for the duration of their stay
- When shared recreational facilities are provided to guests, such as games rooms, pools and BBQs, implement processes to increase good hygiene and communicate these to guests. For example:
- provide sanitiser at the entrance to recreational facilities and ask guests to use the sanitiser when they enter and exit the area
- if practicable, implement a booking system for guests to use recreational facilities and allocate an employee to clean the facilities after every booking. If that is not practicable, provide cleaning wipes so guests can wipe down facilities before use
- store items such as video games, DVDs and pool cues and balls behind the information desk to minimise handling, and disinfect items when they are returned
You should put processes in place to regularly monitor and review the implementation of hygiene measures to ensure they are being followed and remain effective.
Legal duties
Employers have duties under the OHS Act, which include that they must, so far as is reasonably practicable:
- provide and maintain a working environment that is safe and without risks to the health of employees and independent contractors
- provide adequate facilities for the welfare of employees and independent contractors
- provide such information, instruction, training or supervision to employees and independent contractors as is necessary to enable those persons to perform their work in a way that is safe and without risks to health
- monitor the health of their employees
- monitor conditions at any workplace under the employer's management and control
- provide information concerning health and safety to employees, including (where appropriate) in languages other than English
- ensure that persons other than employees of the employer are not exposed to risks to their health or safety arising from the conduct of the undertaking of the employer
- consult with employees and HSRs, if any, on matters related to health or safety that directly affect, or are likely to directly affect them
A person with management or control of a workplace must ensure, so far as is reasonably practicable, that the workplace and the means of entering and leaving it are safe and without risks to health.
Employees also have duties under the OHS Act, which includes that they must:
- take reasonable care for their health and safety
- take reasonable care for the health and safety of persons who may be affected by the employee's acts or omissions at a workplace
- co-operate with their employer with respect to any action taken by the employer to comply with a requirement imposed by or under the OHS Act
The OHS Act gives HSRs a role in raising and resolving any OHS issues with their employer, and powers to take issues further if necessary.
Information on powers of HSRs
WorkSafe Advisory Service
WorkSafe's advisory service is available between 7:30am and 6:30pm Monday to Friday. If you need more support, you can also contact WorkSafe using the Translating and Interpreting Service (TIS National) or the National Relay Service.
