Updated: June 6, 2020

To our beloved Guests and Partners,
 
COVID-19 has had a tremendous impact on our communities and has altered our way of life as we know it. A powerful spirit of hope and resilience has emerged, and we are confident that together we will come out of this stronger and more united. As we all adjust to this new normal, our thoughts are with you and your families and we hope you're staying safe and healthy.
 
Safety has always been a top priority for Aramark and The Bolger Center. As such, social distancing and enhanced cleaning protocols have become the new staples in how we run our operation. We have been using this time to make changes, in preparation to welcome you back. This includes redesigning our food & beverage operation and delivery, implementing new sanitation practices, setting expectations of appropriate distancing during events, increasing virtual conferencing options, and much more throughout our facility. You can be confident; we will be ready when you are.
 
Below are the steps outlining a path forward to enable a safe reopening based on the guidelines supported by federal and local health recommendations and by the public health authorities and the state of Maryland. The COVID-19 pandemic has required us to raise our heightened standards to an even higher level with new protocols to address the current circumstances. The measures described below outline baseline practices and procedures at The Bolger Center meant to protect employees and guests. We have put into place a multi-phased opening approach (all phases will follow the Maryland State and Montgomery County guidelines) designed to meet the health and safety challenges presented by COVID-19. We know hospitality and social interaction remain important and it’s our goal to ensure we’re providing the highest level of sanitation and safety practices when we do reopen. Below is an overview of the key components of Bolger’s Commitment to Cleanliness and social distancing to ensure your safety:
 
Commitment to Cleanliness
We have enacted substantial cleaning and sanitizing procedures for our entire campus. Our staff diligently sanitizes our public areas with high grade disinfectants multiple times per day.  In the coming months, we plan to roll out sophisticated, enhanced cleaning technologies at our properties, including electrostatic sprayers and the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention and the World Health Organization

• As occupancy allows, assign guests to every other room and avoid double occupancy during phase 1 of reopening
• Hotel protocols are in place to respond to unwell guests. Once identified, room will be monitored and follow stricter rules regarding use and disposal of PPE
• All staff to use proper PPE and follow appropriate disposal of used PPE
• Each guest will be supplied with two prepackaged alcohol wipes packages, sealed coffee, tea and condiments at check in
• Any loose paper and pens will be removed from guest rooms and meeting spaces
• Suspend daily housekeeping service once a guest has checked in, thereby reducing spread of any outside contamination 

Food and Beverage
We are constantly monitoring the current environment to get back to a more normal service program. In the meantime, we are also working on providing more pre-order and mobile “to-go” options for people who prefer not to congregate in the Osgood’s Restaurant or Pony Express Bar and Grill

• All foods will be pre-packaged in the back of the house
• Plexiglass sneeze guards will be installed at all serveries, hostess stand and break station areas where guests will pick up food
• Scheduled times for all groups and classes to eat
• Adjusted seating plan in Osgood Restaurant to promote social distancing with additional satellite seating available in meeting spaces outside the restaurant
• Provide preorder meal forms for each day to be completed in advance
• Thoroughly wiping/sanitizing after each seating
• Alternate staff to clear tables and to reset tables
• Soda fountains will be placed out of use and all soda and juice will be provided as individual bottles or cans
• Service staff to pour coffee for guests

Hotel Check-in Process

• Implement contactless check-in and check-out protocols; Encourage pre-made keys and pre-payments (credit cards/debit cards)
• Accommodate Express Checkout – guests call the front desk to check out at the end of their stay. No paper folios, all will be emailed
• Accommodate Late Checkout (to the best of our ability) – guests stay in their room until ready to depart to avoid gathering in Owney’s Fireplace Lobby area
• All guest keys will be placed in cleaning solution OR disinfected with “blue cleaning”
• Placement of Social Distancing stickers on the floor leading to the front desk
• Use of Salto smart phone app to remove need for guest room keys
• Employees to wash hands after accepting items from guest (i.e. ID, cash, credit card, key card)

Meetings and Social Distancing
When guests check into our hotel over the next few months, they will notice a number of additions to our cleaning regiment as well as modifications to associate-guest protocols developed to be consistent with recommended social distancing guidelines

• Frequent and more visible cleaning (i.e. chair levers, tables, door handles)
• Meeting room doors propped open at start of the day
• Offer video teleconferencing to limit number of people per conference room
• Remove pads, pens and candy dishes. Available only upon request
• Additional cleaning supplies and procedures for meeting space
• Alternative floor plans that follow safe social distancing standards
• Disinfect frequently used AV equipment after each use
• Spread groups as much as possible throughout buildings

General Safety on Campus

• Recreational Spaces: Fitness Center will remain closed until Phase 2, sports courts will remain closed until Phase 3, Pool will remain closed indefinitely
• Precautions taken in acceptance and storage of packages

 
Aramark and our leadership team are also working diligently with federal and state officials to ensure the protection of our industry, our clients, and our employees under
the CARES Act and are taking steps to impact future legislation. The measures we’re taking on cleanliness and new hospitality norms are as much about the health and safety of employees as they are about our guests. If we’ve learned anything during this pandemic, it is that we are all in this together. By taking care of employees and following these new protocols, we will be collectively taking care of our guests and the global community.

We are all facing an historic battle and most days it is simply about rolling up our sleeves to fight each new challenge. There are countless moments of humanity and resilience – We see them in how our hotel teams and individual associates are responding to the crisis around them.

We don’t know when the COVID-19 pandemic will be over or when our lives will return to some sort of normalcy. But we want our guests and our employees to know that when the time comes to meet and travel once again, we will be ready to welcome you back to a safe and clean hotel environment.

The Bolger team is here to support our guests, clients, and community. We understand the role and responsibility of our operation and stand ready to assist you as we all come together to get safely to the other side.

Until that time, please stay safe and healthy.
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In order to continue to serve our clients and prospective customers in any way we can, our operations, sales and planning teams are working to assist clients, our community, and any new partners needing our help. Our sales team is just an email or phone call away (301.983.7765) or guest services (301.983.7000)
For more information on COVID-19, how it spreads and prevention, visit the CDC website.