We are taking cleanliness to a new level by implementing an aggressive new health and sanitation program to complement the already rigorous cleaning standards currently in place at Sycuan Casino Resort. We take pride in being your preferred casino and entertainment destination, and are committed to providing exceptional service and experience for our guests and Team Members alike.


Sycuan’s health and sanitation program has been reviewed and approved by the Sycuan Gaming Commission (SGC), the agency charged by law as the primary regulator for the tribe’s gaming operation and ensuring the health and safety of patrons and employees

Sycuan Casino Resort Health & Sanitation Program 2020

We have implemented the following health & sanitation program along with various protocols to begin welcoming you back. Things will look a little different as we begin reopening in phases with limited capacity and select gaming machines, restaurants, and other amenities remaining closed in this initial phase. 

Phase Two: Reopening Details
Please read through so you know what to expect.

PLEASE NOTE: If you do not feel well, please protect yourself and others by staying home and seeking the guidance of a healthcare professional. We greatly appreciate your compliance, patience and cooperation at this time as these protocols are only possible and effective with your help.

TEAM MEMBER & GUEST HEALTH

The health and safety of our Team Members and guests is our number one priority.

Thermal Cameras

  • Points of entry will be limited to allow our security team to conduct non-invasive temperature checks utilizing handheld temperature scanners and thermal cameras
  • Anyone displaying a temperature over 100.0°F will step aside for a secondary temporal temperature screening
  • Any Team Members or guests confirmed to have a temperature over 100.0°F will not be allowed entry to the property and will be directed towards appropriate medical care

TruClean Application

Sycuan has partnered with a San Diego-based company, TruClean, who has sprayed their antimicrobial-based coating throughout the casino and resort. This self-cleaning coating is internationally registered as a long-term disinfectant that controls bacteria, viruses, fungi and mold and is registered as a treated article according to US FIFRA regulations. This invisible coating outperforms traditional disinfectants in many categories with respect to effectiveness, ease of application, life expectancy, safety, and environmental impact. To learn more about TruClean and their product, please visit their website HERE.

Physical Distancing

All resort outlets will comply with or exceed local and/or state mandated occupancy limits. You will notice us using the term “physical” distancing instead of “social” to implore you to keep distance from those that have not travelled with you to the property.

 

  • Plexiglass Shields: Plexiglass shields will be installed at service counter areas throughout the casino, hotel, restaurants, pool and back of house areas.
  • Floor Decals: Guests will be advised and directed 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. Floor decals have been installed throughout the property to guide you.
  • Physical Layouts: Restaurant tables, slot machines and other physical layouts will be arranged to ensure appropriate distancing.
  • Team Members: Team Members will be reminded to practice physical distancing by standing at least six feet away from guests and other Team Members whenever possible. In addition, Personal Protective Equipment (PPE) will be provided to protect Team Members (see below). Back of house Team Member flow patterns will be rearranged where possible to ensure social distancing. This will include Team Member entrances, ingress and egress to the casino, locker placement, and time clock placement.

Hand Sanitizer

Hand sanitizer dispensers, touchless whenever possible, will be placed at key guest and Team Member entrances and highly frequented areas, such as driveways, reception areas, hotel lobbies, the casino floor, restaurant entrances, meeting and convention spaces, elevator landings, etc.

  • Hotel Rooms: All hotel rooms will be provided a safety kit that includes two (2) face masks, and one (1) personal sanitizer product.

Front of the House Signage

Health and hygiene reminders will be placed throughout the property, including signage about the proper way to wear, handle and dispose of masks, reminders to thoroughly wash your hands (minimum of 20 seconds), etc.

Back of the House Signage

Signage will also be posted throughout Team Member areas as reminders of proper health and hygiene practices to protect themselves. Signage will include, the proper way to wear, handle and dispose of masks, proper way to wear, handle and dispose of gloves (in positions deemed appropriate by medical experts), hand washing procedures, what to do if you need to cough or sneeze and many other key safety steps to take while at work.

Team Member & Guest Health Concerns

Team Members are instructed to stay home if they do not feel well and seek assistance from a health care provider on guidance about when they can return to work. Team Members and guests who are exhibiting any of the symptoms of COVID-19 while at the property are instructed to immediately notify their manager (Team Members) or security (guests).

TEAM MEMBER RESPONSIBILITY

Sycuan Team Members are integral for an effective health and sanitation program and will be trained extensively on new health and sanitation protocols. Teams with frequent guest contact will be given more comprehensive training on how to do so in a manner that protects not only the guest, but themselves.

Hand Washing

Correct hygiene and frequent handwashing with soap is vital to help combat the spread of viruses. All Sycuan Team Members are instructed to wash their hands, or use sanitizer when a sink is not available, every 60 minutes (for 20-seconds) and immediately after any of the following activities; using the restroom, sneezing, touching the face, mouth or nose, blowing the nose, cleaning, sweeping, mopping, smoking, eating, drinking, entering and leaving the gaming floor, going on break and before or after starting a shift.

COVID-19 Training

All Team Members will receive training on COVID-19 safety and sanitation protocols with more comprehensive training for teams with frequent guest contact, including Club Sycuan, Hosts, Housekeeping, Food & Beverage, Public Area Department, Hotel Operations and Security.

Personal Protective Equipment (PPE)

Appropriate PPE will be worn by all Team Members based on their role and responsibilities, and in adherence to state and/or local regulations and guidance. Training on how to properly use and dispose of all PPE will be mandatory. Gloves will be provided to Team Members whose responsibilities require them as determined by medical experts, including housekeeping and public area attendants and security officers in direct contact with guests.

Face Coverings

  • Face coverings should cover the nose and mouth and be secured in a manner that allows for breathing without restriction
  • Guests are required to wear a face covering while moving throughout the property at ALL times
    • Face coverings are not required when in the act of eating, drinking or smoking in designated areas (slot machines, bars, restaurants)
    • Guests are not permitted to walk and smoke, drink or eat. Eating, drinking and smoking are limited to designated areas away from main walkways
  • Guests should properly care for and dispose of face coverings per CDC recommendations
  • Guests are required to wear a face covering while moving throughout the property at ALL times
  • Guests are expected to bring their own face coverings. If a guest does not have a face covering, they will be asked to depart property and return when they have obtained a face covering
  • Team members may request that guests temporarily remove their face covering to confirm identity or age

Daily Pre-Shift & Timekeeping

Team Member pre-shift meetings will be conducted virtually OR in areas that allow for appropriate physical distancing between Team Members. Larger departments will stagger Team Member arrival times to minimize traffic volume in back of house corridors and service elevators. Management teams will ensure constant communication and proper PPE and sanitation procedures are followed and updated per the latest guidance provided by experts.

GUEST ARRIVAL

Security officers will greet each visitor to the resort. Visitors will be screened, asked to use hand sanitizer and must wear a mask or proper face covering. Appropriate signage will also be prominently displayed outlining proper mask usage and current physical distancing practices in use throughout the resort.

Guest Arrival Valet, Taxi or Rideshare

  • Valet services will be suspended until further notice
  • Guests are to enter the resort through doors that are either propped open, automated or manually operated by a Team Member
  • Team Members will not open the doors of cars or taxis
  • Guests requesting bell service will be assisted with a freshly sanitized bell cart 
    • Bell carts will be sanitized after each guest is assisted

Guest Arrival by Sycuan Transportation

  • All Sycuan vehicles are coated with TruClean and will be thoroughly sanitized upon each return to property
  • All shuttles and busses will have an additional Team Member that will be responsible for taking guest temperatures prior to boarding the vehicle
  • Guests will be required to wear face masks or proper face coverings prior to boarding busses and shuttles
    • Masks will not be provided at shuttle and bus pick up locations
  • No more than four (4) guests will be permitted per SUV and no more than two (2)  guests will be permitted per sedan
    • Guests will not be permitted to sit in the front passenger seat

Hotel Guest Elevators

  • A Team Member will be present to sanitize all button panels at regular intervals
  • Signage will be posted to explain current procedures
  • No more than four (4) guests will be permitted per elevator

CLEANING PRODUCTS & PROTOCOLS

Sycuan uses cleaning products and protocols which meet EPA guidelines (2) that are approved for and effective against viruses, bacteria and other airborne and bloodborne pathogens. We are continuously working with our vendors, distribution partners and suppliers to ensure an uninterrupted supply of these cleaning supplies and necessary PPE.

Public Spaces and Communal Areas

The frequency of cleaning and sanitizing has been increased in all public spaces with an emphasis on frequent high-contact surfaces, including but not limited to, front desk check-in counters, bell desks, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, kiosks, escalator and stair handrails, casino cage counters, gaming machines, gaming tables, gym equipment, dining surfaces and seating areas.

Casino Operations

  • To assist with physical distancing in each of our gaming areas, the number of seats available have been reduced
  • High-touch points are sanitized and cleaned on an increased schedule
  • Additional hand sanitizing stations are placed throughout the casino
  • Chips and cash will be sanitized using UVC technology
  • Cards will be dealt face up wherever possible to reduce the amount of direct contact 
  • To see protocols for Bingo, please >>CLICK HERE<<

Retreat Pool & Cabanas

  • The capacity of our 17,300 sqft. pool deck will be significantly reduced by 75%, max of 500 people
  • All registered hotel guests have complimentary access and will receive their access cards upon check in. All other guests will be required to enter by purchasing a day pass via hotel gift shop
  • All minors and adults under the age of 21 will not be permitted access regardless of day pass, access card or parental supervision
  • Pool amenities will be made available with limited touch access 
  • Chairs, Cabanas, and daybeds will be cleaned and sanitized after each use. TruClean antimicrobial coating has been applied to all surfaces
  • Upon entering Retreat Pool & Cabanas, guests will now check in at the new host cabana to receive towels, and will be escorted by a host to access their chair, daybed or cabana
  • Guests will also be required to wear a face mask unless they are seated, using the pool, eating or drinking
  • There will be limited capacity and all poolside chairs and daybeds have been spread out to maintain physical distancing between guests
  • Smoking is prohibited

For further details about day passes >>CLICK HERE<<

Golf Resort Operations

  • Guests are required to wear proper face coverings and practice physical distancing while on property and course.
  • Player Services will refrain from handling guest tees, markers, scorecards, pencils and other small equipment. These items can be distributed to guests upon request
  • Golfers will be encouraged to download the Singing Hills App to score their round and utilize GPS functions during their round
  • Rakes from bunkers, water dispensers, cooler stations, sand containers, shag bag and devices and ball washing stations will be removed and temporarily unavailable
  • Ball Holes have been raised 1inch above the hole to avoid touching of the pin/pole
  • Red Tail Grill café will be available for limited service offering to-go and pick up orders only. Echo Lounge will remain closed.

Food & Beverage

All F&B Team Members have attended, successfully passed, and are current holders of the County of San Diego Food Handlers card which teaches team members proper sanitation practices, how to avoid cross contamination, and other ways to promote public health. We are utilizing that knowledge and adding in recommendations of the CDC and FDA to ensure our team members are creating the safest possible environment for our guests and team members.

Restaurants, Bars, Drink Stations

  • There will be limited seating in the dining room and bars to ensure proper distancing between parties
  • To-Go food will be available from four (4) venues; Hangry’s Sunset Deli & Pizza, House of Fortune, Double Down Grill and Rank & File
  • Menus will be single-use and disposed of after one time use
  • Queue lines with distancing decals will be in place to receive walk up service at the bar
  • Tables and chairs will be sanitized after each use
  • Tongs will be used to garnish all drinks
  • POS terminals will be sanitized frequently and no less than every two hours
  • All countertops, workstations, cooler door handles, and draft beer taps will be sanitized at least once an hour

Guest Rooms

Industry leading cleaning and sanitizing protocols are used to clean guest rooms, with particular attention paid to high-touch contact items, including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring.

Meetings & Events

  • Seating capacities and floor plans will be reviewed on an event-by-event basis at this time. This will ensure compliance with physical distancing recommendations from the state and CDC
  • TruClean antimicrobial disinfectant coating has been applied to all surface areas in meeting spaces as a base line protection measure in addition to our extensive cleanliness program
  • All attendees for meetings and conference events are required to incorporate face coverings and physical distancing into the execution of their event. Face coverings can be removed for food/drink service
  • Signage will be posted outside meeting rooms to remind guests of appropriate distancing guidelines
  • Sycuan will provide preparedness equipment such as touch-less temperature check devices and hand sanitizer stations
  • We are following the national health and safety guidelines by the FDA and National Restaurant association. We have modified menu options including individually-boxed meal options
  • No water pitchers or carafes will be served, and will be replaced with water stations
  • Disposable cups and glasses will be used for all breaks
  • Flatware will be provided as a rollup
  • Sycuan’s meeting and event spaces are smoke free
  • Sycuan Casino Resort is currently implementing age restriction of 21 years or older for access to property and hotel stays

These measures are in effect until further notice and may change but any contracts for future business should consider these measures as a part of the event details

Laundry

All bed linen and laundry will be changed daily and continue to be washed at a high temperature and in accordance with CDC guidelines (3). Dirty linens will be bagged in the guest room to eliminate excess contact while being transported to the laundry facility.

Back of the House

The frequency of cleaning and sanitizing will also increase in high-traffic back of house areas with an emphasis on the Team Member dining rooms, Team Member entrances, uniform control rooms, Team Member restrooms, loading docks, offices, kitchens, security scanning podiums, Team Member Relations service desks and training classrooms.

Shared Equipment

Shared tools and equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new Team Member. This includes phones, radios, computers and other communication devices, payment terminals, landscaping tools, kitchen implements, engineering tools, safety buttons, folios, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort. The use of shared food and beverage equipment in back of the house office pantries (including shared coffee brewers) will be discontinued.

Room Recovery Protocol

In the event of a presumptive case of COVID-19, (4) 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. In the event of a positive case, the room will only be returned to service after undergoing an enhanced sanitization protocol by a licensed third-party sanitation company.

Cash Handling

Team Members will be following proper hand-washing protocols and will utilize hand sanitizer between transactions. Team members will be wiping down surfaces at regular intervals (EMV machines, counters, and terminals, etc.). All chips redeemed by guests at cages will be cleaned with QT3 spray disinfectant before they are placed back into circulation. Additionally, Table Games will spray disinfectant on chips at all tables throughout the day.

Air Filter and HVAC Cleaning

The frequency of air filter replacement and HVAC system cleaning has been increased and fresh air exchange will be maximized. 

  1. www.cdc.gov/coronavirus/2019-ncov/hcp/infection-control-recommendations.html
  2. www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
  3. www.cdc.gov/coronavirus/2019-ncov/community/disinfecting-building-facility.html

  

Sycuan’s health and safety plan has been reviewed and approved by the Sycuan Gaming Commission (SGC), the agency charged by law as the primary regulator for the tribe’s gaming operation and ensuring the health and safety of patrons and employees. The SGC reviewed and incorporated into their pre-opening checklist guidance from the NIGC, EPA, OSHA; the White House gating criteria and related recommendations from CDC, the California Governor’s office, California Department of Public Health, San Diego County Public Health Department; requirements of the tribal/state compact; as well as various other industry standards and best practices.  In all, the casino management team was expected to comply with over 700 individual compliance measures before certification.

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