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Our Commitment to Your Health and Safety
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Updated: 6/16/20
Our WE CARE Commitment
The health and safety of our Team Members, our guests, and our community is our top priority. By closely monitoring industry and government guidance regarding the COVID-19 virus, including information supplied by the California and Los Angeles County Departments of Public Health (CDPH and LACDH), Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO), we have created our new WE CARE initiative, designed to enhance safety and minimize risk for our patrons and Team Members.
The WE CARE guidelines and procedures for sanitation and cleaning place an emphasis on the prevention of virus transmission and are designed to ensure the hygiene and sanitation practices of our Casino and Hotel will meet the guidelines and the recommendations of the CDC, CDPH and LACDH. This commitment also includes new cleanliness protocols that meet or exceed our already rigorous standards.
These protocols are based on the most current information available on sanitization and cleanliness for the hospitality and gaming industry. As we move forward, we will continue to monitor guidance provided by federal, state and local authorities including the CDPH, the LACDPH, the CDC and the California Gaming Control Commission (CGCC). As these guidelines continue to evolve, we will continue to make changes to our protocols and procedures as necessary or appropriate.
Please be advised that a risk of exposure to COVID-19 exists in any public place or accommodation or anywhere you come into contact with another person. COVID-19 is an extremely contagious disease that can cause severe illness and death. By visiting The Bicycle Hotel & Casino, you voluntarily assume all risks related to exposure to COVID-19.
Our WE CARE Commitment covers our Casino, Hotel, Phoenix Cafe, Bike Brewery and Event Center. This is a summary of initiatives rolled out in response to the COVID-19 pandemic.
Our WE CARE Protocols
The Bicycle Hotel & Casino has a long-standing commitment to the health and safety of our patrons and employees. This commitment is the focal point of our health and sanitation program for reopening in a safe environment. This plan was developed after consulting all available information and guidance from the CDC and state and local public health agencies and in collaboration with medical experts from UCLA and USC. The goal of the plan is to provide for significantly enhanced sanitation and safety protocols and to ensure that employees, vendors and customers are able to visit our properties and participate in our games while keeping safe and helping mitigate the spread of COVID-19.
Our Essential Safety Initiatives
Our WE CARE commitment represents many initiatives that have been introduced to enhance the safety and minimize risk of COVID-19 virus exposure for guests and Team Members. These are our most essential, WE CARE measures:
FREQUENT SANITATION: We have increased the frequency of routine cleaning in public spaces, back of house areas, guest suites, event spaces, gaming rooms and restaurants exceeding CDC guidelines. This includes the use of disinfectants that are EPA registered for emerging viral pathogens, and exploring new technologies such as UV-C light machines and electrostatic sprayers. Throughout the Casino, individual sanitation stations that include hand sanitizer or sanitizing wipes have been installed. This initiative also includes 100% sterilization of all gaming chips using onsite chip washing machines, replacing playing cards frequently, sanitizing our gaming tables and chairs regularly, and wiping down and disinfecting high touchpoint areas repeatedly throughout the day.
PERSONAL PROTECTIVE EQUIPMENT (PPE): All guests are required to wear a face covering and encouraged to wear additional PPE of their choice while at The Bike. If guests do not have one, there will be a variety of masks and face-covering options available for purchase. Such PPE will also be worn by all Team Members, which The Bike will provide based on role and responsibilities, and in adherence to state or local regulations and guidance. For the safety and well-being of our employees and guests, The Bicycle Hotel & Casino is following CDC recommendations to exclude the use of gaiters, scarves, bandannas, and all face coverings containing valves or vents, since they were found to be insufficient in protecting against COVID-19.
SCREENING: Thermal screening stations will be established at every entrance to The Bicycle Hotel & Casino providing non-invasive temperature checks upon arrival of guests and employees. All employees and guests entering the property will be required to pass through a non-invasive, touchless thermal scan check-point. Anyone with a temperature above 100.3°F (38°C) will undergo a brief secondary screening and will not be allowed entry until a safe temperature reading is registered.
- Please note: our thermal scanning is not a medical diagnosis or guarantee that anyone entering the facility has a fever or does not have a fever or that they do not have COVID-19. If you prefer not to enter our facility, we respect your decision.
AIR QUALITY: Throughout the property, the frequency of air filter replacement and HVAC system cleaning has been increased. Air handling has also been increased with enhanced filters to filter out virus particulates.
SAFETY AND SECURITY: A team of security officers with enhanced COVID-19 training and new technology will continue to provide essential protection for our Team Members and Patrons on site 24 hours a day.
COVID-19 TRAINING: Our Team Members are undergoing additional WE CARE training, including proper handwashing, physical distancing, and enhanced sanitation protocols. This training includes procedures for guests or Team Members who become ill while at The Bike.
Physical Distancing
We have reimagined the guest experience to accomplish contactless solutions where possible while still delivering optimal service. Guests and Team Members are required to practice physical distancing by standing at least 6 feet away from others while standing in queues, using elevators or moving around the facility wherever possible. Restaurant tables, and other physical layouts have been arranged to ensure such appropriate distancing. Where distancing is a challenge, other mitigating protocols have been introduced, such as transparent barriers.
Some specific examples:
- Transparent plastic barriers have been installed in many locations such as Hotel Front Desks, Welcome Center, and Concierge Desks to aid in safety when interfacing with guests.
- Guest Queuing. All areas where guests queue are marked to indicate proper distancing with floor decals and signs, including front desks, elevator lobbies, cage windows, coffee shop and casual dining, rideshare areas.
- Hotel Guest Elevators. Signs are placed near the elevators to remind guests of the suggested limit of two guests per elevator. Elevators will have additional sanitation, such as wiping of buttons and frequent spraying with electrostatic spray guns.
- Restaurants. All restaurants have reduced seating to allow for appropriate distancing between every table and chair.
- Meeting and Banquet Spaces. Meeting and banquet services will be suspended when we reopen. When we are able to begin providing meeting and banquets once again, all rooms will be arranged to allow for appropriate physical distancing between guests in all meetings and events, based on CDC and state recommendations.
- Cardrooms. Gaming tables and chairs are arranged to allow for appropriate distancing, and table games have a limited number of chairs allowed per table.
- Pools. Seating on our pool decks is configured to allow for at least six feet of separation between every family or couple.
- Back of the House. Physical distancing protocols are used in all Team Member back areas. Certain areas have been closed and relocated to allow physical distancing.
COVID-Specific Protocols
To both prevent and respond to a possible case of COVID-19 virus at our property, the following protocols have been established.
Player Card Requirement. Player cards will be required for all gaming in order to better identify all patrons who have been at The Bike. This will allow us to contact a guest in the event we are notified of a positive test and alert the guest to a possible exposure.
Case Notification. Common symptoms of the COVID-19 coronavirus include fever, dry cough, mild breathing difficulties, stomach issues, diarrhea and general body aches, according to the CDC. If you develop symptoms during your stay, or encounter any concerns about suspected COVID-19 cases while on property, please notify our Security staff. If you are feeling sick, we request that you remain in place and contact Security. All Team Members are directed to report potential COVID-19 cases through a dedicated SMS and Email reporting line created to facilitate this task. If we are alerted to a suspected case of COVID-19 in our facility, we will direct the guest toward appropriate medical care.
Guest Suite Recovery Protocol. In the unfortunate event we learn of a guest with a confirmed case of COVID-19, their guest suite will be removed from service to undergo a specific cleaning protocol by a licensed third-party expert. The guest suite will not be returned to service until the room is deemed safe by the third-party and consistent with the guidance of local health authorities. Similar recovery protocols address Team Member offices and work areas.
Gaming Table Sanitization Protocol. In the event we learn of a seated player with a confirmed case of COVID-19, the table will be immediately removed for a thorough disinfection. The table felt will be newly replaced and the table will be sanitized completely before being returned to the gaming room.
Our WE CARE Technology
We are utilizing the latest technology to ensure a sanitary environment. Our investment in the best state-of-the-art-technology includes:
Thermal scanners deployed at each entry point to allow security officers to conduct non-invasive temperature checks of all Team Members and guests. The purpose of the thermal scan is to detect elevated temperatures, which is one indication of infection, and prohibit entry to those individuals.
Electrostatic sprayers are utilized to apply hospital-grade disinfectant on high-touch surfaces, equipment and supplies during off-peak hours including hotel lobbies, public spaces, internal offices and gaming equipment. This technology, which uses the highest classification of disinfectants recommended by the CDC and WHO to treat known pathogens, is also utilized in hospitals, on airplanes and in restaurants.
Hospital-grade UV-C machines will be used wherever possible to sterilize hotel rooms and game rooms. UV-C lights will also be used to decontaminate mobile phone charging stations available on site.
Our Public Spaces
The frequency of cleaning and disinfecting by dedicated staff has been increased in all public spaces with an emphasis on “high-touch” surfaces including front desk counters, bell desks, elevators buttons, door handles, public restrooms, suite door locks, electronic kiosks, stair handrails, casino cashier counters, ATM machines, gaming tables, chips, and dining surfaces.
Restrooms are continuously sanitized, which includes wiping down counters and stalls with increased frequency. Meeting and event spaces, casino, restaurants and bars each have area-specific cleaning guidelines and protocols that meet or exceed all local or national authority recommendations.
WE CARE Clean: Hand Sanitizers. Hand sanitizing stations are readily available in high traffic areas throughout The Bike property. They are located at key guest and Team Member contact areas such as Casino entrances, reception areas, hotel lobbies, casino floor, casino cashiers, restrooms, meeting and event spaces and elevator landings.
Our Guest Suites
Our already stringent cleaning and disinfecting protocols have been recently upgraded to reflect current guidelines. Disinfectants are used to clean guest suites, including “high-touch” items like television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-suite control panels, light switches, thermostats and flooring. In addition, our linen is washed with appropriate cleaning products in order to eliminate any possible viral and bacterial pathogens.
WE CARE promise: Surgical Masks, Splash Guards and Gloves will be available for purchase at the Security Office, Welcome Desks and hotel.
In-Room Dining will be suspended until further notice but Dine-In and Take Out options will be available from The Bike Brewery.
Meetings and Conventions
Meetings and Banquet services will be temporarily suspended until further notice.
Our Restaurants
The Bike Brewery
We will continue to offer an extensive Menu at The Bike Brewery expanded to include popular international dishes. Service at the Bike Brewery meets or exceeds state guidelines for such venues, including proper capacity and physical distancing where applicable. Employees are required to wear FDA-approved masks and gloves, and maintain minimum WE CARE standards. Sanitation stations with hand sanitizer have been placed at or near the restaurant entrance. Restaurant menus will be single use and/or available online at thebike.com website.
WE CARE promise: Dine-In will be possible with limited seating. To-Go Takeout Service will be available for Gaming and Hotel guests.
The Phoenix Cafe
The Phoenix Cafe will be temporarily closed until further notice.
Food Safety
The Bicycle Hotel & Casino meets or exceeds guidelines from the FDA Food Code, California Department of Public Health Food Regulations, and California Statutes. We follow enhanced sanitation guidelines and utilize training aides backed by the FDA and National Restaurant Association.
In response to the current situation, menus for events, buffets, bar, pool, and banquet presentations have been modified or suspended to minimize risk.
Team Members in appropriate areas have received further training regarding personal symptoms and awareness for reporting purposes, precautions for guest protection, and procedures for handling guest episodes of COVID-19.
Additional training for appropriate Team Members in food, beverage, pools, events, and banquets covers strict cleanliness, sanitation, food preparation techniques, PPE, and physical distancing awareness.
Chefs and managers are required to conduct self-assessments of their work areas for each shift. Food safety guidelines and compliance are validated by independent audits.
All foods served from our restaurants will be served in safely packaged containers until further notice.
Our Casino
To ensure a pristine WE CARE experience, we utilize dedicated staff to disinfect our casino areas around the clock using the best technology available, including table game areas, Starbucks, lounge and chairs.
Cleaning protocols are in place to address the ongoing sanitation of table rails, playing cards, tiles card shoes, shufflers, table game podiums, blackjack discard holders and other gaming equipment. In addition, table games have a maximum number of chairs per table. Also guests will be asked not to congregate around table games.
Chip Cleaning. Casino Chips will be cleaned and disinfected frequently.
Card Cleaning. The Poker cards, Pai Gow Poker, Three Card Poker, Blackjack and Pan 9 will be picked up frequently. If cleaning is not possible, they will be discarded. The Baccarat cards and Pai Gow Tiles will be changed out and disinfected with increased frequency and changed additionally if requested by the dealer or patron.
Our Team Member Initiatives
To ensure the health and safety of our Team Members, we have implemented the following throughout The Bike:
Additional Training. All Team Members will receive additional training on COVID-19 safety and sanitation protocols, as well as more comprehensive training for our teams with frequent guest contact including housekeeping, food & beverage, public areas, hotel operations and security. Our Team Members have clear instructions on how to respond swiftly and appropriately to all presumed cases of coronavirus infection on property in accordance with local guidelines, and they will be ready to provide full support to our guests addressing any health concerns.
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Team Members are reminded to stay home if they do not feel well. Team Members are also instructed on proper procedures if they notice a coworker or guest with flu-like symptoms.
Temperature Checks. Thermal scanners are in place at every Team Member entrance, allowing non-invasive temperature checks. Those with a temperature at or over 100.3°F (38°C) will be subject to secondary screening. Those confirmed to have a temperature at or over 100.4°F (38°C) will be directed to appropriate medical care. Team Members will also be required to perform a second temperature check after their lunch break each day to make sure they are fit to return to work.
Personal Protective Equipment (PPE). Appropriate PPE will be provided to and worn by all Team Members based on their role and responsibilities, and in adherence to state or local regulations and guidance. Gloves and Splash Guards will be provided to employees whose responsibilities require them, including housekeeping and public area attendants and security officers in direct contact with guests. Mandatory additional training on use and disposal of all PPE will be provided.
Back of the House. Certain Team Member areas have been closed and the functions relocated to allow sufficient space for physical distancing. The frequency of cleaning and disinfecting has been increased in Team Member areas with an emphasis on Team Member dining areas, Team Member entrances, uniform control rooms, restrooms, offices, kitchens, security scanning areas and service desks.
Shared Equipment. The sharing of tools and equipment is discouraged and limited to only those items that cannot be kept by individuals. Shared tools and equipment will be sanitized before, during and after each shift or when the equipment is transferred to a new Team Member. This includes phones, radios, computers and other communication devices, payment terminals, kitchen tools, engineering tools, cleaning equipment, keys, time clocks, and all other direct contact items used throughout the property.
For More Information
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Your health and safety is our top priority. Our goal is to provide transparency to our guidelines prior to your visit. If you have specific questions about these procedures and protocols, please direct inquiries to PHONE: (562) 806-4646 ext. 7993 & 7991.
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Visit the following resources to learn more about how to protect your health and the health of your families: