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Tourism and accommodation services sector guidance

Sector guidance for tourism and accommodation services businesses within Victoria.

COVIDSafe Summer — new restrictions apply from 11:59pm, Sunday 17 January 2021

From 11:59pm on Sunday 17 January face masks will no longer be mandatory in most public indoor settings.

  • Face masks continue to be mandatory in airports, hospitals, large retail stores over 2000 sqm, shopping centres, indoor markets, in taxis and rideshares, on public transport, and on domestic flights to and from Victoria.
  • You must carry a face mask with you at all times when you leave home unless you have a lawful reason not to.
  • It is strongly recommended you wear one whenever you cannot keep 1.5 metres distance from others.

Find out more about COVIDSafe Summer restrictions.

Information to help your business Stay Safe and Stay Open

Every Victorian business must have a COVIDSafe Plan and follow the six principles of COVIDSafe workplaces.

Also see:

This page has information for all accommodation workplaces, including: 

  • hotels
  • hostels
  • bed and breakfasts
  • motels
  • serviced apartments
  • camping grounds
  • community clubs or hotels.

Industry Restart Guidelines

Frequently asked questions

Updated on: 14 January 2021

Read below for frequently asked questions for businesses in the tourism and accommodation services sector. 

Remember that spaces that are shared and open to members of the public (such as toilet blocks) must be cleaned regularly, including twice a day for frequently touched surfaces (such as escalators, elevators, counters, handrails). Communal or shared equipment must be cleaned and disinfected between sessions and not shared within a group during a session. Soap and hand sanitiser must be available for all workers and patrons before and after any interactive or hands-on experiences.

Tourism (tours and transport)

  • The two square metre rule must be applied where possible. Where not possible, boat hire services must take reasonable steps to ensure people keep at least 1.5 metres distance from others.

    Face masks must be worn when you are in public indoor spaces, including indoor areas of a boat, unless you have a lawful reason not to. Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles. Face masks must be carried at all times, and wearing face mask is strongly recommended outdoors when you can’t keep 1.5 metres distance from other people. Read more about face masks page. 

  • The two square metre density quotient does not apply to tour vehicles. There are no group limits for tour transport. 

    Fitted face masks must be worn by both patrons and tour vehicle operators on tour vehicles for the duration of the service unless a lawful reason not to wear one applies.

    You must carry a face mask with you at all times when you leave home. Fitted face masks must be worn when you are in public indoor spaces unless you have a lawful reason not to. Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles.

    Wearing a face mask is strongly recommended outdoors when you can’t keep 1.5 metres distance from other people. For further details, visit: Face masks page. 

    Where possible, open windows and adjust air conditioning to enhance fresh airflow. Air conditioning should not be set to recirculate.

Accommodation

  • All accommodation businesses can open in line with COVIDSafe Summer restrictions.

    Each booking is restricted to a maximum of one household plus 15 other non-household members. Infants under 12 months are excluded from this cap. This is in line with the restrictions on private gatherings. The density quotient of one person per two square metres applies to communal spaces if the venue is using electronic record keeping (for example, QR code technology), otherwise the density quotient of one person per four square metres applies.

    Read more in the Industry Restart Guidelines – Accommodation:

  • Business meetings should only be held in person if they cannot be held online or in line with the Industry Restart Guidelines: Offices. Business meetings should be held outdoors whenever possible.

    A business meeting can be hosted at a venue with meeting facilities, if the facility adheres to any relevant restrictions for that venue type. For example, refer to the Industry Restart Guidelines: Accommodation for hosting business meetings at a hotel, and refer to the Industry Restart Guidelines: Hospitality for hosting business meetings at a restaurant or cafe.

    Attendees should keep at least 1.5 metres apart, adhere to the relevant density quotient and practise good hygiene. 
    Fitted face masks must be worn when you are in public indoor spaces, including business meetings and workplaces, unless you have a lawful reason not to. Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles. 

    For further details, visit the Face masks page

  • Cleaning and disinfecting high-touch surfaces helps to slow the spread of coronavirus (COVID-19). High-touch surfaces must be cleaned regularly (at least twice a day) between users, and immediately after spills. 

    Surfaces and fittings should also be cleaned immediately when visibly soiled. See the preventing infection in the workplace for more information. 

    Personal items used in the workplace, such as glasses and phones, should be cleaned and disinfected frequently (for example, by using isopropyl alcohol wipes).
    Workplace amenities, including kitchens, lunchrooms, communal areas, change rooms, toilets, drink fountains and vending machines, must also be regularly cleaned.

  • Bedding that comes into direct contact with a customer (such as sheets, quilt covers and pillowcases) must be washed before the next booking, and other items should follow routine practice.

    The laundering of linen should be conducted using the warmest setting possible, in accordance with manufacturer’s instructions. Dry items completely. Do not shake dirty laundry as this may disperse the virus through the air.

  • You can have customers stay at your property in line with restrictions on accommodation venues.

    Throughout COVIDSafe Summer, each booking is restricted to a maximum of one household plus 15 other non-household members. Infants under 12 months are excluded from this cap. This is in line with the restrictions on private gatherings.

    The density quotient of one person per two square metres applies to communal spaces if the venue is using electronic record keeping (for example, QR code technology), otherwise the density quotient of one person per four square metres applies.

    Houses or rooms that are rented out must be cleaned between groups. See the preventing infection in the workplace for more information. 

  • Communal areas at hostels, caravan parks or other venues such as bathrooms or kitchens can open in line with the Industry Restart Guideline — Accommodation. The density quotient of one person per two square metres applies to communal spaces if the venue is using electronic record keeping (for example, QR code technology), otherwise the density quotient of one person per four square metres applies.

    Face masks must be worn when you are in public indoor spaces, including communal areas at caravan parks and accommodation, unless you have a lawful reason not to
    Communal areas are subject to cleaning requirements in the Industry Restart Guideline — Accommodation.

    Shared equipment is to be cleaned and disinfected between users, in line with the cleaning and disinfection guidelines

    Facilities should also implement rostered use of facilities and the provision of cleaning products for people using them. See the preventing infection in the workplace page for more information. 

  • Throughout COVIDSafe Summer, each group booking at an accommodation facility is restricted to a maximum of one household plus 15 other non-household members. Infants under 12 months are excluded from this cap. This is in line with the restrictions on private gatherings.  

    People from separate group bookings are not permitted to share the same bedroom or dorm room.  

    Communal areas have a patron cap based on a density quotient of one person per two square metres, if the venue is using electronic record keeping (such as QR code technology).

    If the venue does not use electronic record keeping, then a density quotient of one person per four square metres applies to communal areas.

  • Yes. Indoor pools, spas, saunas, steam rooms and hot springs have a density quotient of one person per four square metres

    Outdoor pools, saunas and spas have a density quotient of one person per two square metres,  if the venue is using electronic record keeping (such as QR code technology). If the venue does not use electronic record keeping, then a density quotient of one person per four square metres applies.

    See Industry Restart Guidelines – Accommodation for further information:

  • Yes. Where possible, open doors and windows, and adjust air conditioning to enhance fresh airflow. Air conditioning should not be set to ‘recirculation’ mode.

  • There are a number of ways interactions can be limited to reduce the risk of coronavirus (COVID-19) transmission.
    These include:

    • spacing out reception or check-in areas 
    • using alternate methods of checking in
    • encouraging customers to use contactless payment methods such as credit or debit cards, phone or other payment-enabled devices instead of cash
    • using signage to communicate expectations to customers.

    Consider using physical barriers, such as plexiglass screens, at counters where interactions with customers frequently occur. If practical, set up separate workplace entry and exit points.

    You must carry a face mask with you at all times when you leave home. Face masks must be worn when you are in public indoor spaces unless you have a lawful reason not to. Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles. Wearing a face mask is strongly recommended outdoors when you can’t keep 1.5 metres distance from other people. 

    For further details, visit: Face masks page

  • Yes. Pools can open subject to density quotients

    Outdoor pools (including any water or non-water parts) are subject to density quotient of one person per two square metres. Venues using a density quotient of one person per two square metres must use electronic record keeping, for example QR code technology, otherwise the density quotient of one person per four square metres applies with paper-based record keeping.

    Indoor pools (including any water or non-water parts) are subject to a density quotient of one person per four square metres. Indoor pools are not required to use electronic record keeping due to the density quotient of one person per four square metres, however they are subject to other record keeping requirements as per the Workplace Directions. 

    Please see the Industry Restart Guidelines – Physical Recreation for more information.

Outdoor attractions and experiences

  • Yes, non-seated large outdoor venues such as zoos can open, subject to a density quotient of one person per two square metres. Venues using a density quotient of one person per two square metres must use electronic record keeping (such as QR code technology), otherwise the density quotient of one person per four square metres applies.

    Venues must have a COVIDSafe Plan. Venues with a capacity of more than 500 patrons must publish their COVIDSafe Plan online before opening. 

    Indoor spaces within these venues can open subject to restrictions on hospitality, retail, indoor seated or indoor non-seated venues, depending on the space. 
    Venues hosting events for greater than 1000 people can apply for approval using the Public Events Framework.

    You must carry a face mask with you at all times when you leave home. Face masks must be worn when you are in public indoor spaces unless you have a lawful reason not to. Face mask Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles. 

  • Yes. Market stalls can open provided they adhere to the density quotient of one person per two square metres. Performers must adhere to the guidance for performance venues detailed at: Arts and entertainment services sector guidance page.

  • Yes, provided equipment is cleaned between uses. Where possible, customers should be encouraged to bring their own equipment and clothing (for example, use their own helmet or goggles). Avoid sharing equipment that touches the head or face. In some instances, protective barriers or linings could be considered (for example, wearing a washable liner underneath a helmet).

    If clothing must be shared, it should be thoroughly cleaned before the next user. For clothing that can be machine-washed, a hot setting should be used. As a secondary protective measure (in addition to cleaning and disinfection), equipment could be quarantined for a period of time before next use (for example, 72 hours).
    Other shared equipment should be cleaned between uses with a cleaning regime that includes use of a disinfectant with anti-viral properties. 

    For more information, visit the preventing infection in the workplace page.

  • Hot springs can open under COVIDSafe Summer restrictions.

    The following density quotients apply: 

    You must carry a face mask with you at all times when you leave home. Face masks must be worn when you are in public indoor spaces unless you have a lawful reason not to.  Face masks continue to be mandatory on public transport and when in taxis or ride share vehicles. Wearing a face mask is strongly recommended outdoors when you can’t keep 1.5 metres distance from other people.

  • Reading material should be either laminated and disinfected after each use, or single-use paper material. General non-contact signage or QR codes can also be used to communicate information.

  • Employers that operate transport services with two or more vehicles in a fleet (for example rideshare, taxis, public transport) need to have a COVIDSafe Plan for their business, but not an individual plan for each vehicle in their fleet. If an employer only controls one commercial passenger vehicle, then they must have a COVIDSafe Plan for that vehicle.

  • Yes. All Victorian businesses that are open require a COVIDSafe Plan. As boat charter businesses can be used for a range of purposes in addition to transport (e.g.. hospitality) a COVIDSafe Plan is required for each boat. 

  • No, density limits do not apply to public transport.

    Face masks must be worn when you are in public indoor spaces, including workplaces and public transport, unless you have a lawful reason not to. Wearing a face mask is strongly recommended outdoors when you can’t keep 1.5 metres distance from other people. Face masks must be carried at all times.

    For more information, visit: Face masks page. 
    When using public transport, please practise good hygiene and keep your distance from other people wherever possible. 

    Visit the Department of Transport website for more information. 

Reviewed 14 January 2021

Coronavirus Victoria

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Call Business Victoria on 13 22 15

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