Proprietary and confidential – further reproduction or distribution is prohibited

IHG® Way of Clean Standards and recommended

guidance

Contents
Click on a section heading to go directly to that section.

Introduction ............................................................................................................................. 2
Summary of new standards.................................................................................................... 2
IHG® Clean Promise ................................................................................................................ 3
IHG® Clean Champion............................................................................................................. 7
Physical distancing ................................................................................................................. 9
Personal hygiene items ........................................................................................................ 11
Hand sanitiser stations ......................................................................................................... 12
Housekeeping stayover service ........................................................................................... 14
IHG® Way of Clean training – Management ......................................................................... 16
IHG® Way of Clean training – Non-management ................................................................. 16
IHG® Way of Clean training – Cleaning products and tools ............................................... 18
IHG® Way of Clean training – Documented inspections..................................................... 20

©2020 IHG All rights reserved. Proprietary and Confidential.

This document contains information regarding brand standards that are required of all hotels. This Addenda is in addition to all other
Brand Standards found within the Online Brand Standards Manual (OBSM). The required elements of the standard and specifications
are clearly marked within the document. The remainder of the document was developed for operators of IHG managed hotels and
is available as a resource for owners or operators of franchised hotels as they implement the standards in their particular IHG-branded
hotel. IHG does not operate franchised hotels and does not manage or control employees of franchised hotels. This document is
only for use by IHG-branded hotels.

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Introduction
This document provides an overview of the new IHG® Way of Clean Brand Standards as well as
recommended guidance that hotel teams can utilize to assist in delivering a Culture of Clean.

This guidance should be read in conjunction with Brand Standards, specifications, and the IHG®
guidance available in the COVID-19 Digital Hub on Merlin. Any requirements imposed by local
or national health authorities and any country specific laws should supersede these materials.

Summary of New Standards

Standard Compliance Date

IHG® Clean Promise July 10, 2020
IHG® Clean Promise implementation July 31, 2020
IHG® Clean Champion July 10, 2020
Physical distancing July 10, 2020
Personal hygiene items July 10, 2020
Hand sanitiser stations July 10, 2020
Housekeeping stayover service July 10, 2020
IHG® Way of Clean Training – Management June 25, 2020
IHG® Way of Clean Training – Non-management June 25, 2020
IHG® Way of Clean Training – Cleaning products June 25, 2020
IHG® Way of Clean Training – Cleaning tools June 25, 2020
IHG® Way of Clean Training – Documented Inspections June 25, 2020

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IHG® Clean Promise

Compliance Date: July 10, 2020
Standard
Hotels must participate in the IHG® Clean Promise.

Specification
• Within two hours of check-in, if a guest reports to the front desk their guest room does
not meet the IHG® Clean Promise the hotel must; confirm the issue and resolve to their
satisfaction in the current guest room OR; offer the guest a room change to another
guest room of equal or greater value that meets the IHG® Clean Promise. If the guest
opts for a room change, a member of the hotel team must be available to accompany
them to the new guest room to ensure the IHG® Clean Promise has been met. If there
is not another available guest room of equal or greater value, the hotel team must work
with the guest to make it right.

Recommended Guidance:
• All colleagues should be trained on the IHG® Way of Clean Promise.
o Share the IHG® Way of Clean Promise during pre-shift meetings.
o Work with hotel colleagues to ensure they understand the importance of creating
a safe, healthy and comfortable environment and how they can all deliver the IHG®
Clean Promise.
o Colleagues should be empowered to deliver the IHG® Clean Promise.
• If a guest is not satisfied or reports that their room does not meet the IHG® Clean Promise
within 2 hours after check-in:
o The hotel colleague should confirm the issue and either make every effort to
resolve it to the guest’s satisfaction in the current room or offer to move the guest
to another room of equal or greater value.
 If the issue can be corrected and guest will stay in the same room:
o The colleague should take action on the complaint and enter in applicable
property request tracking system (e.g.: Quore, guest problem tracker).
o The colleague should let the guest know how long it will take to resolve
the issue and confirm that the time frame is satisfactory for the guest.
o Once resolved, colleague should check if the guest is satisfied and the
room meets their standards.
o The colleague should thank the guest for their patience and
understanding.
o The colleague should close the complaint in applicable property request
tracking system.
 If the guest opts for the room change, the new room should be checked to
ensure everything is clean prior to moving the guest and offering to accompany
them to the new guest room.
o If a colleague accompanies the guest to the guest room, social distancing
protocols should be followed.
o Sanitized key should be delivered to the guest by placing the key in a
plastic or branded bag, knocking and placing on the handle of the guest
room door and waiting for guest to pick it up.
o Luggage assistance should be offered to the guest. If the guest accepts
the following options should be offered:

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 The guest can load the luggage onto the luggage cart in the
hallway.
 The guest can place the luggage in the hallway and the colleague
can load the luggage onto the cart.
 Once the luggage is delivered, colleague should remove the
luggage from the luggage cart, place it in front of the door and then
knock to ensure guest is aware of their arrival.
 When the guest opens the door, the colleague should enquire if the
guest would like the luggage to be brought into the room.
 Prior to leaving the luggage with the guest, the colleague should
wipe down handles of the guest luggage.
 The colleague must wear appropriate protective equipment.
o The colleague should ask guest to return the key from previous room.
o The colleague should thank the guest for being understanding.
 If the guest opts for the room change and another guest room is not available,
colleague should work with the guest to satisfy the IHG® Clean Promise and
provide options that are preferable to their stay, personalised and line with the
severity of the issue.
o Options to satisfy the guest could include the following:
 A portion of their night stay reimbursed.
 A full night’s stay reimbursed.
 Provision of IHG® Rewards Club points.
 Food and Beverage vouchers.
 Certificates or passes for local attractions, restaurants, etc.
o The colleague should thank the guest for being understanding and
confirm that the guest is satisfied with the arrangements.
 The colleague should report any issues not fixed to maintenance and/or
housekeeping.
 The colleague should check all issues from the previous day have been fixed
before the next arrival.
 When speaking with guests, the colleague should be present and stay fully
focused, keeping good eye contact and listening attentively. Some examples
on delivering the IHG® Clean Promise include:
Mainstream example:
o So sorry your room isn’t up to our IHG® Clean Promise [Mr. Smith], let’s
get that fixed for you right now.
o I’m sorry your room’s not right. As we can’t fix it immediately and don’t
have another room to offer you, we’ll pay the cost of your room tonight.
Upscale/luxury example:
o I sincerely apologize your room is not up to standards [Mr. Smith], we will
take care of everything right now. May I take your phone number to call
you when your new room is ready?
o I’m so sorry your room is not up to standards [Mr. Smith]. Unfortunately,
we’re not able to tend to this issue immediately and another rooms is not
available. We’d like to offer to take care of your room tonight for the
inconvenience this has caused. Would that be acceptable?
• For mainstream hotels only: The IHG Clean Promise replaces the True Hospitality
guarantee.

Additional Resource:
• IHG® Clean Promise guest facing web portal: www.ihg.com/clean
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Compliance Date: July 31, 2020

Standard
IHG® Clean Promise must be implemented as follows:

Specification:
• Brand specified creative digitally displayed on guest rooms television(s), where
television(s) have this functionality.
• Brand specified creative digitally displayed on the WiFi landing page.
• Delivered as part of Check in script (script to be provided).
• IHG® specified sign displayed at front desk.
• Brand specified single-use card placed in each guest room ahead of each guest stay.
• Removal of all non-essential items from guest rooms.

IHG® Clean Promise displayed on the guest rooms television(s)

• Select one of the four 16:9 ratio templates and upload the image according to TV
manufacture or providers' instructions.

IHG® Clean Promise displayed on the WiFi landing page

• The IHG® Clean Promise must be displayed
o For hotels with MyStay WiFi landing pages, IHG® will upload appropriate
messaging centrally.
o For hotels with locally managed WiFi landing pages, using your providers
instructions to add the IHG Clean Promise logo and below text with link to the
IHG® Clean Promise site (www.ihg.com/clean) to your WiFi landing page.

We're committed to high levels of cleanliness. It

is all backed by our IHG Clean Promise.
Learn more

IHG® Clean Promise delivered as part of check in script

• In addition to delivering applicable brand hallmarks, recognizing our loyal members and
sharing important information of the property, every guest must be informed of the IHG
Clean Promise. Upon check-in, colleagues should share the following:
o We understand how important cleanliness is to you and as an IHG branded hotel,
we deliver the IHG Clean Promise. Should your room not be cleaned to your
satisfaction, please contact me or a member of the Front Desk immediately and
we will do whatever we can to ensure you feel comfortable.
o As an additional level of precaution, we will not enter your room during your stay
except to perform housekeeping every 5 days (or 7 days for Extended Stay
brands). Should you like more frequent housekeeping service, we are happy to
provide the service on any given day where a 4 - hour window is available, and
your room will be vacant. We kindly request that you advise us by 9AM on the day
you would like the service. Would you like me to go ahead and pre-schedule any
service for you now?
• Consider the most appropriate way to help front desk teams remember to deliver the
above script including adding alerts into the Property Management Systems.
• If asked by a guest for more information about the cleaning protocol, the colleague should
share the following:
o Our IHG Way of Clean has always included deep cleaning with hospital grade
disinfectants. Reflecting the advice of the World Health Organization and
government regulations, we have enhanced our procedures to include additional
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deep cleaning of high-touch surfaces, implemented social distancing and made

changes to how we deliver our food and beverage to ensure guest safety and
security.

IHG® Clean Promise displayed at front desk

• For Mainstream Brands:
o Brand specified sign with the IHG® Clean Promise must be:
 Placed inside a frame on the front desk countertop.
 Standing sign in the reception area.
 Displayed digitally in reception area.
o If plexiglass barriers are installed at the hotel a brand specified decal with the IHG®
Clean Promise must be placed on the plexiglass barrier at the front desk, where it
is visible by guest, but not obstructing the colleague or guest eye-line
• For Upscale / Luxury Brands:
o Brand specified sign with the IHG® Clean Promise must be:
• Placed inside a frame on the front desk countertop.
 Standing sign in the reception area.
 Displayed digitally in reception area.

IHG® Clean Promise Brand-specified card provided in guest room

• Room attendant must sign and place the signed Brand-specified card on the nightstand
or desk if existing collateral has to remain in room (see below), communicating the room
has been thoroughly cleaned and how to report an issue.
• Cards must be replaced between guest stays.
• For mainstream hotels only: The IHG Clean Promise in-room card, replaces the True
Hospitality promise card.

Removal of all non-essential items from guest rooms

• Guestrooms must be decluttered.
• All non-essential items such as pens, note pads, guest service directory, religious
literature, local tourist guides, in-room dining menu, etc. should be made available upon
guest request,
• Bed throws/runners and decorative cushions on beds must be removed. Proper
consideration needs to be given to storage to avoid a high fire load being concentrated in
an area.
• Existing collateral should be provided digitally where possible. Hotels that cannot
communicate via digital channels should retain a one-page welcome letter with essential
information, e.g. web address for viewing in-room dining menus and mini bar price lists
(include printed details if a web page is not possible), and/or a telephone number with
who to call for further information. The welcome letter should be disposed of between
guest stays.
• Do Not Disturb sign should be cleaned and disinfected between guest stays.
• Breakfast door hangers, if used, should be cleaned and disinfected or disposed of
between guest stays.

Additional Resource:
• All required IHG® Clean Promise collateral can be found on the IHG Way of Clean tile on
the COVID 19 digital HUB.

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IHG® Clean Champion

Compliance Date: July 10, 2020
Standard:
At least one IHG® Clean Champion must be nominated in each hotel.

Specification:
• The General Manager must take on the role of IHG® Clean Champion and can
designate other senior colleagues as needed.
• The General Manager must be responsible for the overall Clean Culture.
• Required to attend ongoing IHG® Clean Champion engagements.
• Must fulfil all IHG® Clean Champion roles and responsibilities.
• If the General Manager stops working at the hotel, a new interim IHG® Clean Champion
must be appointed prior to the General Manager's departure.

Guideline:
• Additional IHG® Clean Champions should be appointed for back of house and front of
house.
• The IHG® Clean Champion should ensure all non-housekeeping colleagues complete
the IHG® Way of Clean for Non-Housekeeping Colleagues training or should use the
course materials to brief any colleagues who are unable to attend the training.

The General Manager must take on the role of IHG® Clean Champion and can designate
other senior colleagues as needed.
• It is encouraged to assign additional colleagues as Champions, for example:
o Heart of the House Champion: could be the Lead Housekeeper.
o Front of the House Champion: could be the Front Desk Manager.
The General Manager is responsible for the overall Clean Culture at the hotel.
• Working with the hotel colleagues to ensure they understand the importance of creating
a safe, healthy and comfortable environment.
• The IHG® Clean Champion should ensure all non-housekeeping colleagues complete the
IHG® Way of Clean for Non-Housekeeping Colleagues training or should use the course
materials to brief any colleagues who are unable to attend the training.
• Taking the lead in ensuring that the property is well maintained and up-to-date.
• Helping to ensure the hotel is clutter-free and organized.
• Leading the hotel level Clean Council. It is recommended for department heads to be part
of the council and meet at least on a monthly basis. Topics could include cleanliness
scores, guest comments, ideas and opportunities on further embedding the Clean
Culture.
• Rewarding colleagues that exemplify the Clean Culture.
• Participating in walk-throughs of the hotel to identify cleanliness and conditional
opportunities.
• Making sure that all colleagues can speak to the IHG® Clean Promise as well as the
cleanliness protocols at the hotel.

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Additional Resources

• All resources available for the Clean Champion can be found on the IHG Way of Clean
tile on the COVID 19 digital HUB and include:
o Program Overview and Best Practices
o IHG Way of Clean Training Guidance and Standard
o Colleague – facing Clean posters / job aids
o Colleague Clean Pledge signage
o Front of House / Back of House Checklists - Coming soon!

• Information will be communicated to the Clean Champion via the following channels:
o Hotel Bulletin
o GM Pathway / Fuse
o Stay TRUE Merlin Page
o Loyalty Champion Corner/Source
o Monthly Webcasts

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Physical distancing
Compliance Date: July 10, 2020
Standard:
Social / physical distancing signage and/or floor markers must be in place as follows:

Specifications:
• Must be IHG® approved designs
• Mainstream Brands: Signage and/or floor markers must be visible in all areas where
guest and/or colleagues congregate and/or queue to assist with appropriate distancing.
• Upscale/Luxury Brands: Signage must be visible in all areas where guest and/or
colleagues congregate and/or queue to assist with appropriate distancing.
• Must be replaced if ripped or scuffed
• Signage must not be placed where it could block normal traffic flow / walkways
• Floor markers must be slip resistant, non-trip hazard and spaced according to
government or health authority guidance.

Guidelines:
• If professionally designed floor markers are already in place, utilize IHG® approved
designs upon replacement.
• Floor markers should be zero residue adhesive to avoid floor damage.

Signage must be visible in all areas where guest and/or colleagues congregate and/or
queue to assist with appropriate distancing
• Signage for guest facing areas includes (as applicable):
o Reception / lobby (front desk, bell/porter stand, valet stand, concierge)
o Ground floor elevator lobby
o Food and beverage outlets
o Bar
o Club Lounge
o Business centre
o Pre-function area
o Fitness centre / gym
o Spa
o Swimming pool
o Public restrooms

• Signage for colleague areas includes (as applicable):

o Employee entrance(s)
o Employee cafeteria
o Kitchen, receiving & delivery area
o Service lift
o Laundry
o Breakroom
o Employee locker room or changing room
o Housekeeping pantry
o Offices (HR, Sales, and other department offices)

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Mainstream Brands only: IHG® design approved floor markers must be visible in all areas
where guest and/or colleagues congregate and/or queue to assist with appropriate
distancing.
• Floor markers for guest facing areas include (as applicable):
o Hotel entrance(s)
o Reception / Lobby / Concierge
o Porter / Valet stand
o Elevator
o Elevator landing areas
o Outlets (F&B bar, retail)
o Bar
o Business Centre
o Pre-function area
o Fitness centre / gym
o Spa
o Swimming pool
o Public restrooms

Recommended Guidance:
• Rope, paper, regular tape, caution tape should not be used to provide social distancing
guidance.
• Stanchions can be used to help with social distancing and queueing.
• For soft surfaces/non-hard floors, signage requesting social distancing should be posted
on easels or wall.
• If additional space is required for queuing at check-in, consider relocating any impeding
furniture to another area of the lobby or remove to storage.
• Review the Physical distancing guidelines for more information.

Additional Resources

• All required physical distancing collateral can be found on the Hotel Re-opening
guidance tile on the COVID19 digital HUB.
• For IHG® approved suppliers, see Procurement Tile on Merlin COVID19 hub and
Procurement Toolkit.

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Personal hygiene items

Compliance Date: July 10, 2020
Standard:
The following personal hygiene items must be available for guests upon request:

Specifications:
• Individually packaged hand sanitiser wipes (minimum 60% alcohol content).
• Individual hand sanitiser bottle (minimum 60% alcohol content).
• Individually wrapped face covering or mask.
• Must not be IHG® or hotel branded.

Guideline:
• Hotels can consider limiting to one set of items per room per stay.

Recommended Guidance:
• Individual items should be purchased through IHG®’s approved suppliers.
o EUROPE: Hotels must order through the Guest Supply webshop:
 Webshop links:
• UK webshop
• Europe webshop
 Webshop log in details:
• Username: HOLIDEX code / Password: HOLIDEX code
• Once logged in, a password reset will be required
o IMEA / SEAK / AUAJ: Please refer to the see Procurement Tile on Merlin
COVID19 hub & Procurement Toolkit for information on IHG® approved
suppliers,

• An ample supply of each item should be kept in stock at the front desk.
• Hotels are encouraged to share the offer of personal guest hygiene items with guests at
check in
o Whilst we have further enhanced our cleaning routines, implemented social
distancing measures and placed hand sanitiser stations throughout our hotel, we
do also provide packets of wipes, hand sanitiser bottles and individually wrapped
masks for your added safety. Would you like any of these items now?
• If a guest asks for the hygiene items to be delivered to the room, contactless delivery
protocols should be followed.
o The colleague should place the item(s) in a plastic bag, branded bag or amenity
box, place outside the guest room door, knock and step away appropriate physical
distancing space whilst ensuring guest receipt.
o When leaving items by the door, the bag should not be hung on the handle and
should be pushed all the way back against the door plate.

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Hand sanitiser stations

Compliance Date: July 10, 2020
Standard:
Hand sanitiser stations must be provided in high traffic guest and colleague areas.

Specifications:
• Must be commercial grade dispenser, professionally labelled and displayed.
• IHG® and hotel branding is not permitted.
• Must be standing unit or wall mounts.
• Must contain a minimum 60% alcohol content.

Guideline:
• Automatic touch-free dispensing systems are recommended for key guest facing areas.
• If IHG® or hotel branded sanitiser stations are already in place, change to non-IHG® /
non-hotel branded designs upon replacement.

Hand sanitiser stations must be provided in high traffic guest and colleague areas.

Minimum hand sanitiser locations include:

• Hotel Entrance(s)
• Reception / Lobby / Concierge
• Porter / Valet stand
• Ground floor elevator / stairwell entrances
• Elevator / stairwell entrances on floors with hotel facilities
• Entrance(s) to outlets (F&B, bar, retail)
• Entrance(s) to meetings area(s)
• Entrance(s) to leisure facilities
• Business Centre
• Club Lounge
• Guest Pantry
• Colleague entrance(s)
• Access points between Back of house and Front of House where hand washing is facilities
are not available
• High traffic colleague areas where hand washing facilities are not available*
• Housekeeping trollies if hand soap is not available (hand sanitiser bottles permitted)

*This may include colleague cafeteria/ breakroom, locker rooms, laundry, housekeeping,
maintenance, receiving/delivery entrance areas or areas which reduce the risk of colleagues
having to enter different areas of the hotel to clean their hands.

Note: In some parts of the hotel it may be appropriate for one hand sanitiser station to cover
more than one of these location zones. Hotels will be required to conduct their own risk
assessments to ensure any additional high traffic areas are sufficiently covered.

Recommended Guidance:
• Bulk containers of hand-pump hand sanitiser are an acceptable alternative if hand
sanitiser stations are not readily available.
• Hand sanitiser stations should be automatic.
• Hand sanitiser stations should be cleaned and sanitised frequently.
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• If batteries are utilised in hand sanitiser stations, should be checked regularly.

• Hand sanitiser stations should be checked and refilled regularly.
• Hand sanitiser stations should be purchased from approved vendors.
• Any signage used for hand sanitizer stations must be in the IHG® approved templates.

Additional Resources:

• Hand sanitiser stations must be purchased through IHG®’s approved suppliers.

o EUROPE: Hotels must order through the Guest Supply webshop:
 Webshop links:
• UK webshop
• Europe webshop
 Webshop log in details:
• Username: HOLIDEX code / Password: HOLIDEX code
• Once logged in, a password reset will be required
o IMEA / SEAK / AUAJ: Please refer to the see Procurement Tile on Merlin
COVID19 hub & Procurement Toolkit for information on IHG® approved
suppliers,

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Housekeeping stayover service

Compliance Date: July 10, 2020
Standard:
If the guest is staying multiple nights, a Front Desk colleague must explain during the
Check in process that housekeeping will be performed on request only for the safety
of guests and staff.

Specifications:
• If the guest does not require housekeeping service, a front desk colleague must inform
the guest of how to obtain any additional amenities (e.g. towels, bath amenities).
• If the guest does require housekeeping service, a front desk colleague must inform the
guest that they cannot be in the guest room at the time of cleaning.
• Non-Extended Stay Brands: If the guest is staying for five days or more, the guest room
must be available to be cleaned by Housekeeping at least once every five days.
• Extended Stay brands: If the guest is staying for seven days or more, the guest room
must be available to be cleaned by Housekeeping at least once every seven days.

Guidelines:
• During the Check in process, if the guest requests housekeeping service, it is
recommended that a front desk colleague confirm a time that is preferable for the guest
to have their guest room cleaned.
• A Front Desk colleague should place all housekeeping services information into the
Property Management System (PMS) for Housekeeping to know which guest rooms
will need to be cleaned and at what time. The Traces Report, or equivalent, should be
run by Housekeeping daily to determine which guest rooms will need service and when.
• Hotels should carry out periodic wellness checks. Checks every three days are
recommended.

Recommended Guidance (All Brands):

• If the guest requests housekeeping service at any point during their stay, the colleague
should confirm a time that is preferable for the guest to have their guest room cleaned.
o Guest should provide a time/range of time (e.g. a 4-hour window) when the room
can be cleaned.
o Guest should not be in the room during cleaning service.
• For hotels with contactless check in facilities, guests staying for more than one night must
be contacted on day of arrival to confirm if housekeeping services are required during the
guest stay.
• Wellness checks can be completed by calling or knocking on the guest room door and
maintaining proper social distancing.
o If knocking on guest room door, the colleague must be wearing appropriate
protective equipment.
• Consider providing extra daily in-room amenities for longer stays (e.g. shampoo,
conditioner, soap, tea, coffee, etc.) to limit the need for numerous daily deliveries.
• Fresh linens and additional amenities should be delivered to the room using contactless
delivery protocols.
o The colleague should place the item(s) in a plastic bag, branded bag or amenity
box, place outside the guest room door, knock and step away appropriate physical
distancing space whilst ensuring guest receipt.
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o When leaving items by the door, the bag should not be hung on the handle and
should be pushed all the way back against the door plate.
• Guests should be informed that they can call the front desk to coordinate time for rubbish
removal. Consider providing several large waste bags for disposal of any rubbish.
o Hallways should be checked regularly to pick up any rubbish bags that may be left
without notification.
• The Greener Stay program is being paused while the new stayover cleaning procedures
are in place.
o All Greener Stay collateral (e.g. door hangers) should be removed from guest
rooms and public spaces.
o For guests that proactively remember the programme and request the points, the
colleague should honor the points as requested.

Additional Recommended Guidance (Upscale/Luxury Brands):

• During check in, Front Desk colleagues should ask the guest if they would like turndown
service.
o If turndown service is required, guest should provide a time/range of time (e.g. a
4-hour window) when the room can be serviced.
o Guest should not be in the room during turn down service.

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IHG® Way of Clean training – Management

Compliance Date: June 25, 2020
Standard:
All management colleagues must complete the IHG® Way of Clean programme training
as follows:

Specifications:
• GMs, Deputy GMs, Clean Champions and Head of Department staff must complete
IHG® Culture of Clean Implementation training within 14 days of employment
• GMs, Deputy GMs, Clean Champions and Head of Department staff must complete
any new or updated training within 14 days
• The Director of Housekeeping / Executive Housekeeper or equivalent must complete
the IHG® Way of Clean 5S Cleaning programme eLearning within 14 days of
employment
• The Director of Housekeeping / Executive Housekeeper or equivalent must retake the
IHG® Way of Clean 5S Cleaning programme eLearning every 12 months
• Training completion records must be kept in paper or digital format

• GMs, Deputy GMs, Clean Champions and all Head of Departments must complete the
IHG® Culture of Clean webinar: To register to go to MyLearning or sign up HERE.
• Directors of Housekeeping / Executive Housekeepers or equivalent must complete the IHG®
Way of Clean 5S Cleaning programme eLearning. To register to go to MyLearning or click
the applicable link below for your region and brand:
o Europe
o IMEA / SEAK / AUAJ
o IMEA / SEAK / AUAJ for Staybridge Suite hotels
• Make sure to keep an attendance record for future audits!

Additional Resources
• For more information on the IHG® Way of Clean programme refer to the IHG® Way of Clean
Merlin site and use the IHG® Way of Clean programme guides for more in-depth
knowledge:
o IHG Way of Clean 5S (five steps)
o IHG Way of Deep Clean
o IHG Way of preventative maintenance
Note: more language options available on the Merlin site

• For Covid-19 specific cleaning guidance refer to the Covid-19 cleanliness and safe
operations procedures on the Hotel re-opening guidance tile on the Covid-19 Hub.

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IHG® Way of Clean training – Non-Management

Compliance Date: June 25, 2020
Standard:
All non-management housekeeping colleagues (in-house or outsourced) must
complete the IHG® Way of Clean Programme training as follows:

Specifications:
• Within 14 days of employment
• Retraining every 12 months
• Classroom training and/or on the job training is permitted
• Training completion records must be kept in paper or digital format, including the
records of housekeepers not employed directly by the hotel

• All non-management housekeeping colleagues (in-house or outsourced) must complete the

IHG® Way of Clean 5S Cleaning Programme eLearning. Choose from one of the below
options to train you housekeeping teams:
o If your housekeeping teams can easily access a computer with a Merlin ID, then
completing the Web-Based training may be the easiest solution for you. To register
go to MyLearning or click the applicable link below for your region and brand:
 Europe (available in English only)
 IMEA / SEAK / AUAJ (available in English, Japanese and Indonesian)
 IMEA / SEAK / AUAJ for Staybridge Suite hotels (available English, French,
Latin American Spanish)
o If you have limited access to computers or the available languages listed above are
not well understood, you can also choose to train your team:
 In a classroom environment using the training videos and available facilitator
guide;
 Directly on the job (optional to use training videos on guest room TV for
demonstration);
 Via a combination of video-based, classroom and/or on the job.
o If you do conduct the training offline, it is crucial that you maintain the training
records, as they will be checked through the hotel audit.
o In all instances, ensure appropriate physical distancing between colleagues is
followed.

Additional resources:

• In-language job aids and material is available on the IHG Way of Clean Merlin site and on
MyLearning as attachments to the IHG® Way of Clean eLearning courses.

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IHG® Way of Clean training – Cleaning products and tools

Compliance Date: June 25, 2020
Standard:
The following guest room cleaning products must be used as directed by the IHG® Way
of Clean Programme:

Specifications:
• Multi-surface disinfectant and cleaner
• Bathroom disinfectant and cleaner
• Glass cleaner
• Odor neutralizer
• Floor cleaner
• Chemicals and/or bottle labels utilized must be color coded to align with microfiber
cloths used to avoid cross contamination
• All products must comply with the approved product specifications

Guidelines:
• Multi-purpose products are permitted when purchased following approved product
specifications
• Recommended supplier: Diversey

Recommended guidance
• Hotels must use cleaning and disinfectant products certified to be effective against
coronaviruses and ensure specified contact times are adhered to.
• Additionally, hotels should spray high-touch areas at the end of the cleaning process. This
particularly applies for hotels located where a high number of coronavirus cases are being
reported. For Diversey – the suggestion would be to use a product called Oxivir (see
product listing) given its short contact time and unique AHP formulation.
• Items in bathroom (faucet, handles, sink, tub and toilet handle) should be sprayed at the
end, right before walking out of the room. That way, we can ensure the disinfectant gets the
required time in contact with those areas to be effective.
• For public areas, high touch areas should be cleaned more frequently.

Additional Resources
• For further resources and support with Diversey product listing, costs and ordering for your
hotel, visit the IHG dedicated Diversey Hub:
o https://hub.diversey.com/ihghub
o password: IHG2020!
• For Covid-19 specific cleaning guidance refer to the Covid-19 Cleanliness and safe
operations procedures on the Hotel re-opening guidance tile on the Covid-19 Hub.

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Compliance Date: June 25, 2020

Standard:
The following guest room cleaning tools must be used as directed by the IHG® Way of
Clean programme:

Specifications:
• Multi-colored microfiber cloths
• Microfiber cloths utilized must be color coded to align with chemicals and/or bottle
labels used to avoid cross contamination

Guidelines:
• Universal extendable pole with attachments for dusting, hair-removal, multi-purpose
cleaning is highly recommended
• Black light is highly recommended

Recommended guidance
• The three colour coded microfibre cloth system must be used for guest room cleaning as
well as throughout the hotel.
o Pink for bathroom disinfectant and cleaner
o Yellow for multi-surface disinfectant and cleaner
o Blue for glass cleaner
• Fresh microfibre cloths must be used for each new guest room.
• Used microfibre cloth must be placed in secure/mesh bag and must be washed above 60
Degree Celsius prior to re-using.

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IHG® Way of Clean training – Documented inspections

Compliance Date: June 25, 2020
Standard:
The following documented inspections must be completed as directed by the IHG®
Way of Preventative Maintenance and 5-S Deep Clean programmes:

Specifications:
• Guest room must be inspected via checklist, IHG® Room Cleanliness Inspection app,
or alternative service optimisation tool
• 25% of guest room inventory must be inspected and documented post-clean every
month
• Guest room preventative maintenance completed four times per year on each guest
room
• Deep clean checklists completed two times per year in each guest room
• Daily, weekly and monthly cleanliness checklists for public areas, including property
walks
• Daily, weekly and monthly preventative maintenance checklists for public areas,
including property walks
• Checklist completion records must be kept in paper or digital format

Guidelines:
• Checklists are available on the IHG® Way of Clean Initiatives page

Recommended Guidance
• The Room Cleanliness Inspection app should be used as a systematic way to complete
the mandated 25% of guest room inventory room cleanliness checks post-clean every
month. This will:
o Increase efficiency (no more paper checklists)
o Improve record keeping for compliance purposes
o Provide insight into the key cleanliness focus areas in a hotel via available
reporting functionality

Additional resources
• For more information on the IHG® Way of Clean Preventative Maintenance and 5-S Deep
Clean programmes refer to refer to the IHG® Way of Clean Merlin site, the below
programme guides and editable checklists.
o IHG Way of Deep Clean guide
o IHG Way of Deep Clean checklist (editable)
o IHG Way of preventative maintenance guide
o IHG Way of Preventative Maintenance checklist (editable)
Note: more language options available on the Merlin site

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Questions
• For general questions please refer to the EMEAA Hotel FAQs
• For implementation support and questions:
o Use the implementation Action Plan
o Contact : Global.HotelReadySupport@ihg.com
• For procurement and ordering support, contact EMEAAProcurementCovid19@ihg.com
• For brand standard and compliance questions, follow this guide on how to submit a
support ticket

Note: Kindly expect a lead time of 5 working days

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