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General provisions for customer service at Front Desk

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⦁ It is required for our customer to bring their face mask or face cover.

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⦁ The number of people in the customer service area will be restricted to a 1.8-meter distance between customers and staff. We have marked the floor to show the customer where they should be standing while waiting on reception, bathroom, office entrance, waiting areas, in case they have to wait for customer attention outside or inside the office.

 

⦁ We have an isolation zone. In case, we suspect a customer with symptoms.

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⦁ We have intensified the cleaning and hygiene measures, especially the surfaces usually touched, like handles, reception furniture, doors knobs, computer equipment, data phones, among others.

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⦁ The office will be disinfected: at the beginning of every workday, shift change, and the end of the workday. We will clean desks, chairs, windows, printers, door knobs, computers, telephones, data phones, and other shared instruments.

 

⦁ We have placed a protocol on a visible area, showing the right way to sneeze, cough, avoid touching your face, other forms of greeting, as well as the risk populations. All of this translated to the most common languages our tourists speak.

 

⦁ We guarantee access to toilet paper, antibacterial soap, disposable towels for hand drying, gel alcohol on the public bathrooms, which are properly sanitized.

 

⦁ We will ensure our customers wash their hands before entering the office. A sign has been placed on a visible zone, so that the customer washes their hands according to the instructions of the Ministry of Health.

 

⦁ We have a cleaning log visible, where the time and the name of the person in charge will be signed. ⦁ The waste generated from COVID-19 cleaning and disinfection will be classified and disposed of. For the proper management of face masks, gloves, and disposable wipes, we have a designated trash can.

 

⦁ The garbage container within our work facilities is a container, identified for this purpose, and with its respective lid.

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⦁ Efforts will be made to minimize the manipulation of paper money and credit cards by the staff. If the coworker has to manipulate money (paper money or coins). He/she won't touch his(her) face after touching money and immediately wash his/her hands.

 

⦁ We will ask the client to place the money on top of the counter, or another surface as plastic trays for the manipulation of money, we will not receive it directly from the client's hands. The surface will be disinfected after its use.

 

⦁ We will ask our operation personnel (guides, drivers, and other workers) to wait inside the office only when the number of people inside allows it.

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Protocol in case of detection of suspicious people with respiratory symptoms at the Front Desk. External clients (tourist) (Providers)

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⦁ Put on gloves.

⦁ Bring a face mask in case the suspicious person (in case they don't have one) and proceed to advise the person to wash his/her hands.

⦁ Take him/her to the Isolation Zone.

⦁ Informs Management and Operations.

⦁ Call 911

⦁ Disinfect the area where that person was and everything they might have touched

⦁ In the given case other customers were near the patient, the medical authorities must be informed.

 

Protocol for tourists' transportation.

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⦁ Indicate the client or passenger that in his/her reservation or contract (email/ WhatsApp/ phone, font desk, other) when traveling to Costa Rica they should have masks in their personal belongings. Since it's compulsory to use them at all times during transportation: y land, air or water, etc..

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⦁ They should always have masks for personal use or face protection. It is compulsory to use them inside the transportation unit.

 

⦁ Always remain in their social bubble.

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⦁ They should keep their social distance between people outside their social bubble. The advice distance is 1.8 meters.

 

⦁ No hugs or hand greetings.

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Meeting at the Airports: Juan Santamaria (SJO), Daniel Oduber (LIR), Aeropuerto de Pavas and the small local airports.

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The driver will be waiting for you with a name sign in the waiting areas. The driver will be wearing a mask or face protection, and he will guide the transport unit. Before getting into the transportation unit:

 

⦁ We will ask the client or clients to please wear a mask. It should be a part of your traveling personal belongings. If the customer doesn't have one, the driver will provide a disposable mask.

 

⦁ The driver will offer gel alcohol for disinfection.

 

⦁ We will ask the customer to sit as further back as possible to create a safe physical distance. ⦁ The driver will open the doors for access, and to minimize the contact with surfaces.

 

⦁ The driver will spray your luggage with alcohol or disinfectant.

 

⦁ We will not allow anyone else to handle your luggage, apart from yourself.

 

⦁ During the trip, remain using the face mask at all times. If during the trip, you need to make a stop to ear, use the bathroom or other, before getting inside the vehicle, we will ask you to please wash your hands or use the gel alcohol to disinfect your hands.

 

⦁ The driver will be opening and closing the door at all times.

 

⦁ The driver will welcome the clients according to the protocols mentioned before. And explain the visitors the importance of following the protocols.

 

⦁ When getting to the final destination, the driver will drop off the customers in the designated area with their luggage, and the driver will not physically enter the destination.

 

⦁ The driver will carry a log with the customer's names and where their destinations, stops, and other observations.

 

⦁ The maximum capacity of the vehicles will be reduced according to the indications given by the Ministry of Health.