The safety of our employees and guests is of the utmost priority here at the Riverside Resort and Casino and as such, the following policies and procedures will be implemented and strictly adhered to in order 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”).
Guest Self-Evaluation Surveys and Infrared Digital Thermometers:
The Riverside Resort employs EMT security on property for guest safety and will require hotel guests 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. Anyone 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. 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, 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.
Guests will be advised to practice physical distancing by standing at least six 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 (50%), will be monitored by security counts, as well as surveillance and our casino player tracking system.
There will be health and safety reminders throughout the property to include proper physical distancing reminders, 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.
Signage will be posted throughout the back of house reminding employees of the 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.
Riverside Resort and Casino Liaison:
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). Per Governor Sisolak’s May 7, 2020 Directive, all employees having face-to-face contact with guests shall be required to wear face masks at all times.
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:
Security will be stationed at each active entrance to the resort and, depending on Gaming Control Board mandates, guests will be screened and use of hand sanitizer. Masks are required for all guests. Masks will be available at the King of Clubs. Digital signage will also be displayed throughout the resort outlining proper mask procedures, proper hygiene practices, current physical distancing recommendations and, what to do if a person is feeling unwell.
Guest Arrival Valet, Taxi or Ride Share:
Hotel Front Desk and King of Clubs Player’s Club Services:
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:
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.
All Gaming personnel will receive refresher training on the “When the Fun Stops” Problem Gambling Program prior to beginning work.
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 six feet between each seated couple with no more than four (4) 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 six 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
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 - Cleaning and Sanitizing Protocols:
Gaming - Physical Distancing Protocols:
William Hill Race and Sportsbook Operations:
Bingo Paradise - Cleaning & Sanitizing Protocols:
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:
Pool -Cleaning and Sanitizing Protocols:
Pool - Physical Distancing Protocol:
Housekeeping - Cleaning and Sanitizing Protocols:
Housekeeping - Physical Distancing Protocol:
Spa and Salon:
Business Center and Fitness Center:
Retail - Cleaning and Sanitizing Protocols:
Retail - Physical Distancing Protocol:
Don’s Celebrity Theatre - Cleaning and Sanitizing Protocols:
Don’s Celebrity Theatre - Physical Distancing Protocol:
The Dance Club Karaoke Bar & Lounge
Losers’ Lounge Nightclub:
Restaurants, Employee Dining Room, Snack Bars, Bars and Lounges - Cleaning and Sanitizing Protocols:
Restaurants, Employee Dining Room, Snack Bars, Bars and Lounges - Physical Distancing Protocols:
Banquet and Meeting Rooms - Cleaning and Sanitation Protocols:
Banquet and Meeting Rooms - Physical Distancing 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:
Closed until further notice.
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.
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 temporal 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 potentialsick 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:
If the guest does not return to their room before departing property, the following protocol shall be followed:
GUESTS WHO HAVE PREVIOUSLY DISPLAYED AN ELEVATED TEMPERATURE MAY NOT RETURN TO THE RESORT UNTIL THEY HAVE BEEN MEDICALLY LEARED. Once proper medical clearance is given, they may return to their room (if still checked in).