Casino Guest and Employee Safety Procedures

The safety of our employees and guests is of the utmost priority here at the Riverside Resort and Casino. The following policies and procedures will be implemented and strictly adhered to help prevent the spread of COVID-19.   These procedures will be updated upon the issuance of further guidelines by the Gaming Control Board (“GCB”) and the Center for Disease Control (“CDC”). 

EMT’s on Property at Riverside Resort:

The Riverside Resort employs EMT security on property for guest safety.  If EMT’s are not on property for any reason, front desk staff or security will provide temperature screenings upon hotel check-in.  Anyone displaying a temperature over 100.4°F on a contact-free thermometer will be taken to a private area for a secondary temperature screening. Guests confirmed to have a temperature over 100.4°F will not be allowed entry to the property and may remain in designated private area for appropriate medical care. 

Hand Sanitizer Stations:

Hand sanitizer dispensers will be positioned and available at guest and employee entrances and exits plus numerous high contact areas including but not limited to hotel front desk, King of Clubs Player’s Club, the casino floor including Pit Areas, Live Keno and Poker Room, restaurants, Bingo Paradise, movie theater, classic car museum, USS Riverside, banquet and convention spaces, elevator lobbies, pool areas, and day spa. Plus, a personal-sized hand sanitizer bottle and two prepackaged masks will be provided in each hotel room during each hotel guest stay.

Physical Distancing:

Guests will be advised to practice physical distancing by standing at least three feet away from other groups of people not traveling with them while standing in lines, using elevators or moving around the property. Restaurant tables, slot machines and other physical layouts will be arranged to ensure appropriate distancing. Employees will be reminded not to touch their faces and to practice physical distancing by standing at least six feet away from guests and other employees whenever possible. Each gaming area of our property, and all resort outlets, will comply with or exceed Gaming Control Board (GCB) mandated occupancy limits of fifty percent (80%), will be monitored by security counts, as well as surveillance and our casino player tracking system. 

Digital Signage:

There will be health and safety reminders throughout the property to include proper physical distancing reminders, recommendations for face coverings concerning all patrons inside building, proper advertising of COVID-19 vaccinations, and hygiene reminders including but not limited to proper hand washing, how to cover coughs/ sneezes, and to avoid touching faces, as well as recommendations and procedures for when a guest or employee is feeling sick. Slot machine digital signs and hotel in-room television channel will also be utilized for messaging and communication. 

Employee Entrances:

 

The Riverside Resort provides designated areas where all Riverside Employees will clock in every day.  Direct supervisors and managers will assess each department for any and all symptoms related to Covid-19. All new hires and each employee returning to work after June 4, 2020, will undergo testing for COVID-19 at the cost of the Riverside Resort.  Any employee showing symptoms of COVID-19 or who have been in contact with a positive case of COVID-19 will be tested at the cost of the Riverside Resort with paid time off pursuant to NV Senate Bill No. 4 subsection 13. 

Employee Signage:

Signage will be posted throughout the back of house advertising COVID-19 vaccinations, reminding employees to wear a face covering while at work; proper way to wear, handle and dispose of masks, use gloves (for those positions deemed appropriate by Southern Nevada Health District); proper hand washing, how to cover coughs and sneezes; and to avoid touching faces.  Table tents promoting COVID-19 vaccines will be displayed on all employee break areas.  A one page summary pertaining to standards adopted pursuant to NV Senate Bill No. 4 subsection 1 will also be displayed at an employee entrance and bulletin communication.

Riverside Resort and Casino Liaison and Enforcement:

Per GCB regulations, Joni Starling - Safety Manager shall serve as the Riverside’s Liaison.  The purpose of the Liaison is to assist local health authorities in obtaining information concerning a possible COVID-19 positive guest/employee.  The Liaison shall be contacted immediately when a guest or employee has a fever, is exhibiting symptoms of COVID-19, or for any person who reports that they believe they may have COVID-19.

Guest and Employee Health Concerns:

Our employees are given instructions on how to respond swiftly and report all presumed cases of COVID-19 on property to the Southern Nevada Health District (SNHD). Security will be ready to provide support to our guests. Employees are instructed to stay home if they do not feel well and are instructed to contact a manager or supervisor if they notice a coworker or guest with a cough, shortness of breath, or other known symptoms of COVID-19. Employees and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify the direct supervisor for that employee or hotel security for guests and, shall immediately notify the Riverside’s Liaison, Joni Starling. 

Employee Health Responsibilities: 

Hand Washing: Employees are instructed to wash hands, or use hand sanitizer when a sink is not available, every 60 minutes (for at least 20-seconds) and after any of the following activities: using the restroom, coughing, sneezing, touching the face, blowing the nose, cleaning, smoking, eating, drinking, entering and leaving the casino floor, going on break and, before and after starting a shift.

 

COVID-19 Training: All employees will receive training on COVID-19 safety, available in both English and Spanish, with more detailed training for our teams who have frequent guest contact including Housekeeping, Food and Beverage, Inside Maintenance Department, Hotel Operations, Casino Hosts, Player’s Club and, Security. 

Personal Protective Equipment (PPE): Depending on Gaming Control Board mandates, appropriate PPE will be worn by all employees based on their department including face masks which cover the mouth and nose only. Training on how to properly use and dispose of all PPE will be standardized. Gloves will be provided to employees whose responsibilities require them as determined by Southern Nevada Health District (SNHD). Additional Plexiglas will be reinstalled at front desk and King of Clubs to help protect employees from COVID-19.

Daily Pre-Shift and Timekeeping: Employee pre-shift meetings may be conducted via paper handouts, email correspondence or, in person in areas that allow for appropriate physical distancing between employees. Larger departments will stagger employee arrival times to minimize traffic in back of house corridors and service elevators. Employees will be required to sanitize their hands after clocking in. All proper PPE and sanitation updates will be provided per the latest expert guidance. 

Guest Entrance and Hotel Stays:

Digital signage will be displayed at entrances and/or throughout the resort recommending face coverings; advising guests to receive a complimentary mask at King of Clubs Players’ Club; advising pit players, card players and pit spectators concerning GCB face covering mandate; outlining proper mask procedures; proper hygiene practices; current physical distancing recommendations; and what to do if a person is feeling unwell.  Complimentary masks will be available at the King of Clubs Players’ Club.  

Guest Arrival Valet, Taxi or Ride Share: 

• Valet area will be utilized for unloading luggage with bellman assistance;
• Valet attendants will greet guests and request the driver to roll down the windows, turn off the air conditioning and place the vehicle key in the cup holder;
• Valet attendants will use hand sanitizer before handing a guest a valet ticket and after each interaction with a guest’s vehicle;
• Valet attendants will use proper PPE including masks and gloves when operating a guest’s vehicle.  Regular sanitation of hands and changing of gloves per car is required;
• Valet and Bellmen employees will not open doors of cars or taxis;
• Bellmen attendants will use proper PPE including masks and gloves when handling luggage.  Regular sanitation of hands and changing of gloves per car is required; 
• Bell carts will be sanitized after each guest is assisted. 

Hotel Front Desk and King of Clubs Player’s Club Services:

• Sanitize any and all guest touchpoints after each transaction such as EMV Credit Card Devices, PIN activation devices, and registration countertops;
• Room Keys and Player’s Cards to be sanitized before stocking or issuing; and, 
• Staff every-other work station to insure proper physical distancing. 

Safety & Sanitation Crew: The Riverside Resort will have a Safety & Sanitation Crew, 24 hours per day, dedicated to sanitizing casino and public common areas, every two hours, including but not limited to:

• Front Desk Area;
• King of Clubs Players’ Club Area;
• Casino Cages;
• Reel and Video Machines;
• Table Game Areas;
• ATMs and Player Reward Kiosks;
• Hotel Elevators and Escalators;
• Door Handles and Hand Rails; and,
• Plexiglas shields.

Hotel Elevators: 

• Signage will be posted to explain the current procedures; and,
• No more than eight guests will be permitted per elevator. 

Cleaning and Sanitation Products: Our hotel and casino uses HALT® cleaning products, as well as protocols which are CDC recommended and approved for use, effective against viruses, bacteria and other airborne and bloodborne pathogens. 

Restrooms: All restrooms will be deeply sanitized on a continuous basis as this is considered a high-contact area.

Guest Hotel Rooms: CDC and SNHD recommended sanitizing protocols will be used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, light switches, temperature control panels, alarm clocks, luggage racks and flooring using HALT® cleaning product.  All bed linen and towels will continue to be changed after every guest stay and washed at a high temperature in accordance with CDC guidelines. 

Room Recovery Protocol: In the event of a presumptive case of COVID-19, the guest’s room will be removed from service and quarantined. The guest room will not be returned to service until the case has been confirmed or cleared by security. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol recommended by the CDC plus an ozone treatment. 

Employee Back of the House: Cleaning and sanitizing will also increase in high traffic back of house areas including employee dining rooms, employee entrances, uniform control rooms, employee restrooms, loading docks, offices, kitchens, security areas, and training classrooms. 

Facilities Equipment: Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new employee. This includes phones, radios, pagers, computers, kitchen tools, engineering tools, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort. 

Responsible Gaming:

All Gaming personnel will receive refresher training on the “When the Fun Stops” Problem Gambling Program prior to beginning work.

Physical Distancing:

Queuing: Any area where guests or employees line up will be clearly marked for appropriate physical distancing in accordance with the CDC and GCB. This includes but is not limited to: hotel front desk, players’ club, casino cage, bingo, USS Riverside, Riverside Lanes Bowling Center control desk, Riverside Cinemas movie theater, Don’s Celebrity Theater, elevator lobbies, all restaurant or snack bar entrances, and valet pick-up.

Hotel Front Desk and King of Clubs Players’ Club: Representatives and clerks will utilize every other workstation to ensure separation between employees whenever possible. Plus, Plexiglas partitions between guest and employees will be temporarily installed.

Restaurants and Non-Gaming Bars: Restaurants and bars will reduce seating capacities to allow for a minimum of three feet between each seated couple with no more than six (6) to a group.

Slot Operations: Slot, video poker and keno machines will be turned off and/or reconfigured with chairs removed to allow for physical separation between players. Casino Supervisors and managers will discourage guests from congregating around gaming machines or casino bars. Casino Bar machines will be reconfigured with every other machine placed out of service and chair removed.  Couples may request to have a casino bar machine turned on to play next to each other.  Chair will be removed and sanitized after guests are finished playing together.

Winners’ Lounge High Limit Area: Couples may request to have a machine turned on to play next to each other.  Chair will be removed and sanitized after guests are finished playing together.  Attendant will serve all food and beverage as no self-service will be available.

Table Games Operations: Table games will have chairs removed. Casino Supervisors and managers will discourage guests from congregating in groups around pit or poker room tables.

Banquets and Convention Spaces: Meeting and banquet set-up arrangements will allow for physical distancing between guests in all meetings and events based on Gaming Control Board or state recommendations. Self-serve buffet style food service will be suspended and replaced by employee service styles.

Retail Spaces: In coordination with our retail partners and tenants, guest occupancy limits will be enforced to allow for appropriate distancing at our owned and leased retail spaces.

Pools: Pool seating will be configured to allow for at least three feet of separation between couples or families.

USS Riverside: Our Colorado River and Davis Dam tour will limit the number of patrons permitted on the boat to at least 50% occupancy allowing for at least six feet between each couple or family.  

Riverside Lanes Bowling Center: Our bowling center will open every other lane allowing for six feet of separation between bowling couples or families.

Riverside Cinemas: Our Movie Theater will open every other chair allowing physical separation between patrons.

Don’s Celebrity Theatre: Our showroom will limit the number of patrons permitted to at least 50% occupancy allowing for at least six feet between each couple or family.

Employee Areas: Physical distancing protocols will be used in the employee dining rooms, uniform control areas, training classrooms, shared office spaces, freight elevators, and other high-density areas.

Gaming – Safety, Cleaning and Sanitizing Protocols:

• Hand sanitizing stations located throughout casino floor and in key contact areas;
• Slot Attendants or Safety & Sanitation Crew to offer to sanitize machine for new guests sitting down;
• Slot Floor Representatives and Safety & Sanitation Crew to sanitize Plexiglas partitions installed between Casino Bar machines approximately every two hours; 
• Gaming machines and jackpot stations to be sanitized every two hours;
• Pit players, card players and spectators will be required to wear a face covering in pit and poker areas;
• Pit Floor personnel to sanitize table game rails after each guest leaves a game;
• Pit Floor personnel to sanitize each chair area after each guest leaves a game;
• Dealers to sanitize dice and stick for each new shooter;
• Dealer to sanitize the on/off button when entering a game;
• Blackjack games will be both shoe games and single deck games, and dealers will cut the deck until further notice;
  • When assigned to a shoe game, Blackjack Dealer will be assigned an individual shoe per shift (shoe remains in pit at all times);
  • Single deck games to be the same as Specialty Poker games; cards will be changed when a new dealer enters the game; 
• Pit Floor personnel to sanitize the outside of shufflers every four hours, inside to be sanitized once per week;
• Roulette wheel head, ball, marker,  and spindle sanitized when a new dealer enters the game;
• Pit Podiums to be sanitized by Pit Floor personnel or Safety  & Sanitation Crew at least once per hour including phones, computers,  all hard surfaces and cabinetry;
• Dealers to sanitize the money paddle, discard rack, and Bonus Blackjack meter when arriving at the game;
• Pit Chip cleaning - once per hour each chip tray will be sanitized with Lysol;
• Poker Room Supervisors to sanitize Plexiglas partitions, table game rails and chair area after each guest leaves a game;
• Poker Room Supervisors to sanitize podiums at least once per hour including phones, computers,  all hard surface and cabinetry;
• Poker Room Dealers to sanitize promo boxes;
• Poker Room Cards will be rotated and cleaned/sanitized after each dealer change; and,
• Poker Room chips/chip trays will be sanitized with Lysol once per hour.

Gaming - Physical Distancing Protocols:

• Every other slot or video machine open unless machines are three feet apart to allow for physical distancing or unless there is a Plexiglas partition installed at Casino Bars allowing appropriate physical distancing;
• Chairs removed at every machine turned off;
• Three chair/guest maximum per pit table game (corners and middle seat remain);
• Plexiglas partitions installed allowing eight chair/guest maximum per poker room table game;
• Three players maximum on each side of dice tables (six players total);
• Four chair/guest maximum roulette table game;
• Discourage unrelated guests from congregating behind players; and,
• Dealers to verbally give breaks instead of “tapping in” and maintain appropriate separation.

William Hill Race and Sportsbook Operations:

• Race and Sportsbook Area closed until further notice;
• William Hill Kiosk only will be available outside the area and sanitized on a regular basis; and,
• Upon full re-opening William Hill will be responsible for ensuring social distancing and sanitation in the Sports Book.

Bingo Paradise - Cleaning & Sanitizing Protocols:

• Hand sanitizer stations available at entrance and exit for guests and employees;
• Bingo microphone(s) to be sanitized after every use; 
• Electronic bingo units to be sanitized after every session; and, 
• Bingo tables, chairs and counters to be deep cleaned and sanitized after every session.

Bingo Paradise - Physical Distancing Protocol:

Bingo seating and capacity to be managed to allow for appropriate distancing between couples based on CDC and GCB guidelines.

Valet/Bell Desk - Cleaning and Sanitizing Protocols:

• Sanitize high touch front service spaces and equipment including telephone, valet desks and podiums, luggage storerooms, bell carts, door handles and drop-off/pick-up waiting areas;
• Offices, desks, counters, workspaces and related equipment (including radios) to be sanitized at least once every four hours or upon a new employee using the equipment;
• Scooters, wheelchairs and other guest amenities to be sanitized after each use;
• Baggage shelving, bell carts and related equipment to be sanitized after each use;
• Valet and Bellmen to wear masks and gloves when handling cars or guest luggage; and,
• Gloves to be changed after each guest interaction.

Pool - Cleaning and Sanitizing Protocols:

• Chaise lounge chairs to be sanitized after each use;
• Cabana guest contact surfaces to be sanitized after each use;
• Cabanas to be deep cleaned and sanitized each night;
• Towel desk, cabinets and all other desks and counters to be sanitized at least once per hour; and,
• Lifeguard stands to be sanitized upon rotation when utilized.

Pool - Physical Distancing Protocol:

• Chaise lounge chairs and tables set with appropriate physical distancing between couples or families.

Housekeeping - Cleaning and Sanitizing Protocols:

• Carts and equipment to be sanitized at the start and end of each shift;
• Masks and gloves utilized at all times, changing out gloves after each room cleaned;
• Paper collateral to be disposed and changed after each guest stay;
• Extra pillows and blankets stored in guest room closets will be removed and available upon guest request;
• All rooms will be sanitized and cleaned every day that room is in use unless the guest using the room declines in-room housekeeping;
• Specific sanitation consideration will be paid to the following guest room areas:
  • Desks, counter tops, tables and chairs;
  • Thermostats, phones and remotes;
  • Cabinetry, pulls and hardware;
  • Exterior and Interior doors handles;
  • Bathroom vanities and accessories;
  • Bathroom fixtures and hardware;
  • Windows, mirrors and frames;
  • Bed linens, towels and any decorative items;
  • Lights and lighting controls; and,
  • Closets, hangers and other amenities.

Housekeeping - Physical Distancing Protocol:

• Minimize contact with guests while cleaning hotel rooms, guest room attendants will offer to return at an alternate time for occupied rooms

Spa and Salon:

• Operations as instructed by CDC and GCB authorities.

Business Center and Fitness Center:

• Operations as instructed by CDC and GCB authorities.

Retail - Cleaning and Sanitizing Protocols:

• Point of sale (POS) terminals/cash registers will be sanitized after each employee shift or use;
• Cash registers, phones, workstations, hard surfaces, handles and frequently touched surfaces to be sanitized at least once per hour and upon a shift change; 
• Sanitize credit card machines after each use; and,
• Sanitize handles, knobs, cage locks, cages and stock room surfaces at least once per hour.

Retail - Physical Distancing Protocol:

• Signage will be prominently posted at each store reminding guests of maximum occupancies and distancing guidelines;
• All merchandise will be served/handled by a retail attendant; no self-serve available in any category; and,
• All sales final until further notice.

Don’s Celebrity Theatre - Cleaning and Sanitizing Protocols:

• Hand sanitizer stations available at entrance and exit of showroom for guests and employees; and,
• Theater seating and tables to be deep cleaned and sanitized at the conclusion of each performance.

Don’s Celebrity Theatre - Physical Distancing Protocol:

• Theater seating and capacity to be managed to allow for appropriate distancing between groups of guests based on SNHD and CDC guidelines; and,
• Ushers to assist in guest movement and flow to ensure physical distancing protocols are followed.

The Dance Club Bar & Lounge

• Operations as instructed by CDC and GCB authorities.

Losers’ Lounge Nightclub:

• Operations as instructed by CDC and GCB authorities.

Restaurants, Employee Dining Room, Snack Bars, Bars and Lounges - Cleaning and Sanitizing Protocols:

• Host and cashier podiums, including all countertop and used equipment, will be sanitized at least once per hour;
• Service stations, beverage stations, food preparation stations, counters, microwaves, handrails and trays to be sanitized at least once per hour and logged by employee or supervisor;
• Point of sale (POS) terminals will be sanitized after each employee shift or use;
• Credit card and/or players’ club card payments will be processed by the guest and sanitized after each use;
• Dining tables, bar tops, stools and chairs will be sanitized after each use;
• Serving trays, tray stands and bus carts sanitized after each use;
• Sanitation stickers placed at every table after deep cleaning, identifying when table or booth is ready for re-set and use;
• Menus served to be single use/disposable;
• Glassware served will be single use/disposable (no refills) including Employee Dining Room (EDR);
• Condiments served will be single use/disposable packets;
• Silverware will be prepackaged;
• Prepackaged disposable flatware served in EDR;
• All straws will be wrapped;
• All self-serve condiments and utensils to be removed and only available from cashiers or servers;
• All buffet-style food to be served by cooks or line attendants including Employee Dining Room (EDR);
• Check presenters, writing pens and all other reusable guest contact items to be either sanitized after each use or, utilize single use/disposable; 
• Storage containers to be sanitized before and after each use;
• Kitchens to be deep cleaned and sanitized at least once per day; 
• Where warranted Plexiglas shields will be installed between guest and cashier; and,
• Single use/disposable gloves available for any employee to use as needed. 

Restaurants, Employee Dining Room, Snack Bars, Bars and Lounges - Physical Distancing Protocols:

• Hostesses and supervisors to manage physical distancing at entry queuing or waiting areas;
• Queuing procedures to be implemented when guests are not able to be immediately sat;
• Tables and booths to be utilized with appropriate physical distancing between each couple or family (three feet or as otherwise advised by CDC or GCB authorities);
• Reduce bar stool count to provide appropriate physical distancing;
• Outlets and kitchens will be staffed to allow for appropriate distancing between employees;
• Tableside cooking to be suspended until further notice;
• All food and beverage items to be placed on the table or counter instead of being handed directly to a guest;
• Additional Employee Dining Room (EDR) Protocols; and,
• No self-serve food or condiments available.

Banquet and Meeting Rooms - Cleaning and Sanitation Protocols:

• All shared equipment and meeting amenities to be sanitized before and after each use, or be single use if not able to be sanitized;
• All buffet-style food will be suspended until further notice.  Plated Service only;
• Coffee and other items to be attended and served by a server;
• Individual bottled water or sodas will be provided in lieu of carafes on meeting tables and water stations;
• Silverware to be provided as a roll-up;
• Condiments served will be single use/disposable packets or sanitized individual containers;
• All linen, including underlays, to be replaced after each use; and,
• Clean and soiled linens to be transported in sealed single use plastic bags into and out of the meeting rooms.

Banquet and Meeting Rooms - Physical Distancing Protocols:

• Seating capacities and floor plans at 25% capacity or no more than 50 persons and to be reviewed on an event-by-event basis to ensure appropriate physical distancing that follows Clark County Fire Department, SNHD and CDC guidelines (in coordination with Convention Sales).

Riverside Resort/Sun Country Air Program:

• As a precaution, all passengers will have their temperature checked prior to boarding the aircraft at their home departure city. Passengers with a temperature of 100.4 degrees or higher will not be permitted to fly and a full refund will be made within 7-10 business days.
• All passengers are required to wear a mask onboard the flight.  All passengers are encouraged to bring their own mask.  If you do not have a mask, one will be provided to you.
• Our air charter operators’ flight attendants are required to wear a mask during the flight.
• As occupancy for each flight permits, and wherever possible, access to certain seats will be restricted to provide greater spacing between passengers.
• All inflight services have been temporarily adjusted to limit customer and flight attendant interactions.
• Hand sanitizer will be made available to passengers as they board the aircraft.
• Air charter operators have implemented enhanced daily cleaning procedures for aircraft interiors with EPA-approved disinfectants.
• All chartered aircraft are equipped with HEPA (High-Efficiency Particulate Air) filters used in hospitals.

Security Protocols:

Officers: All current written policies and procedures related to personal hygiene, sanitation, and use of Personal Protective Equipment (“PPE) shall be strictly adhered to.  Security Personnel are asked to stay home if they or a person in their household is ill.

All Security Personnel will be monitored to ensure these new procedures are followed and should a perceived violation be found it will be addressed and corrected immediately. All PPE, Sanitation and/or adjusted EMS Medical Practices or Requirements, deemed necessary by those with the authority to direct this Resort, will be addressed at the Executive level and departmentally adjusted. The Security Director and/or his requested Security Administrator will correct and/or implement new procedures as needed for the Security Department.

Security will maintain good social distancing and respond to service calls as designated in the opening procedures to protect the Security/Resort employee and Customer/Guest.

Security Dispatchers and the Highest Ranking Shift Supervisor are to purposefully monitor all call responses to ensure adequate coverage of the call, while ensuring limited staff response to eliminate unnecessary contact.  All Resort Policies related to PPE/Sanitation during these contacts shall be followed. 

Supervisors: The Supervisory staff for each shift is responsible to ensure all current or revised written and verbal communication from the Security Director, HR Administration and, as directed by Executive Management are followed without compromise or delay.

Supervisors are to personally monitor their staff to ensure they are physically and medically sound for duty and are at all times carrying and utilizing proper PPE. The new and extended regulations must become habitual for the safety of all involved.

Dispatchers: Dispatchers are essential for Security Officer and Customer (s).  Dispatchers must stay plugged in and alert to the calls for service coming in and going out.  Dispatchers must, to the best of their ability, be able to perceive exactly who and how many officers are required for each call for service which can be adjusted as Security Officers call in from the incident scene.

Dispatchers are required to direct which officers are to go on which calls, officers will not be allowed to respond to a call unless they have been directed to do so by Dispatch.  Officers must be ACKNOWLEDGED by the Dispatcher and, cleared to respond, before going to a call.  Note:  Supervisors MUST oversee/hear these calls for response to ensure all involved observe public and private safety.

When calling for an outside medical agency to respond to the resort, Dispatchers are to receive and relay all pertinent medical information to the responding agency so they can respond according to their protocol.  Officers and/or EMTs are to ensure a proper and safe response path for the arriving agency.  The same applies when circumstances require a call for a Police Officer response.

Emergency Medical Technicians (“EMTs): EMTs shall only allow one additional officer when practical to assist on any medical scene.

EMTs will not respond to potential COVID-19 and/or Flu like Illness calls for service in guest rooms and instead will offer the guest assistance from an outside medical agency and the Dispatcher shall contact the Riverside’s Liaison, Joni Starling Safety Supervisor, to provide her with the pertinent information for said guest. The guest shall be advised to remain in their room to await response from the outside medical agency.

If the guest refuses assistance from an outside medical agency then the guest will be advised to remain in their room until such time as a Security Officer is able to escort the guest off property at which time the protocols for “In-House Hotel Guests” as set forth herein below shall be followed.   

Illness calls in the Public/Casino access areas are a separate condition.  Dispatch shall immediately notify the Riverside’s Liaison, Joni Starling and an EMT or Officer will be required to go to the area, once proper PPE is adorned, to assess the call and isolate the area.  When possible in this respect, getting the potentially ill patient outside and away from the general public should be attempted providing there are no more serious medical conditions to consider.

Again, when contacting an outside medical agency to respond, all necessary medical conditions must be relayed to the Security Dispatcher for proper Outside Agency preparation for response.

Pool Life Guards: Our Pool Lifeguards are to follow and maintain the appropriate PPE protocols related to this area.  Lifeguards will NOT involve themselves in the social distancing oversight and will instead call for a bar, pool, or security attendant to oversee this requirement. The safety of those in the swimming pool is the primary responsibility of the Lifeguard.  

Locksmiths/Lost and Found: Proper disinfecting of doors/locks and necessary equipment preparation and cleaning is required. PPE and proper sanitation practices will be required when completing all tasks in both department divisions.

Losers Lounge Nightclub Officers:

Operations as instructed by CDC and GCB authorities.

Office Sanitation/Deep Cleaning: The sanitation and disinfecting of the Security Department interview and holding cells will be the responsibility of the shift personnel on duty and will be wiped down immediately after each use.

Hotel Arrival:

Front Desk Screening: All hotel guests will be required to complete a symptom self-evaluation upon check-in.  If EMT’s are not on property for any reason, front desk staff or security will provide temperature screenings upon hotel check-in. Any guest displaying a symptom on the self-evaluation survey or displaying a temperature over 100.4°F on a digital thermometer will be taken to a private area for a secondary temperature screening.

Secondary Screening: Guests will be escorted to a designated, private and isolated area and provided with PPE.  A Security Officer using appropriate PPE (including a surgical mask and eye protection) and a digital thermometer will record a second temperature.  If the visitor refuses the secondary reading, they will be denied entry to the property and provided a COVID-19 information card.

Visitors with Elevated Temperature: If the secondary reading confirms that the visitor has a temperature above 100.4°F, the visitor will be denied entry into property and be directed towards medical care and provided with resources and recommendations based on CDC and local health authority guidelines.  Dispatch shall be instructed to contact the Riverside’s Liaison regarding the potential sick customer and the Security Supervisor will collect basic visitor information including name, names of room shares and close contact guests in their traveling party and ID (i.e. driver’s license or employee ID) to provide to the Liaison. The Supervisor will then make initial observations for the known symptoms of COVID-19 including cough, fever and shortness of breath and again report the same to the Liaison.  If a visitor refuses to provide information or cooperate with Security, the visitor will be denied entry to the property.

SNHD Reporting: The Security Supervisor handling the case will immediately notify the Riverside’s Liaison who will then be responsible for contacting the Southern Nevada Health District (SNHD) at (702) 759-1300 Option 2 and advise the operator that there is a possible case of COVID-19 and inform SNHD if the visitor is requesting medical care or refusing to cooperate and leaving the property.

In-House Hotel Guests: If a current hotel guest is deemed to have an elevated temperature, and not in medical distress, the guest will be offered an opportunity to return to their room and gather their belongings before transportation is arranged.

If a guest requests to return to their room, to depart property, the following protocol shall be followed: 

• • A Security Officer will be assigned to escort the guest for the remainder of the process;
  • The guest will be provided with appropriate PPE (if not already wearing) and escorted directly to their room;
  • The Officer will control the elevator to ensure no other visitors use the same cabin;
  • The Officer will notify Dispatch and the elevator will be returned to service after properly sanitized by the Safety & Sanitation Crew;
  • The Officer will notify the Hotel Manager on duty to remove the room from service and not permit access until the room is properly sanitized.

If the guest does not return to their room before departing property, the following protocol shall be followed:

• The Security Officer will notify the Hotel Manager on duty to remove the room from service and not permit access until proper clearance is given and/or the room is properly sanitized;
• The guest’s belongings will remain in the room until Security can arrange for the safe removal and storage of the belongings;
• Hotel Management will determine the best course of action to handle the outstanding folio on a case by case basis.

GUESTS WHO HAVE PREVIOUSLY DISPLAYED AN ELEVATED TEMPERATURE MAY NOT RETURN TO THE RESORT UNTIL THEY HAVE BEEN MEDICALLY CLEARED.  Once proper medical clearance is given, they may return to their room (if still checked in).