Ascott is world's first hospitality company to offer global telehealth, telecounselling and travel security advisory to guests

Ascott’s guests have unlimited round-the-clock telephone access to International SOS’ Assistance Centres via the property’s front desk from the comfort and privacy of their own apartments. Guests can tap the International SOS’ panel of accredited doctors for medical advice and assistance^[2]  on matters including but not limited to medication, non-life-threatening ailments, acute and chronic illnesses. Guests can also seek advice on other health-related matters such as pandemic-related information, arrangement for medical evacuation^[2] and repatriation^[2], as well as outpatient case management^[2]. 

Guests can also access International SOS’ panel of accredited counsellors to help with a wide range of mental and emotional health issues, including depression, anxiety, relationship management, trauma, anger and grief. International SOS will also provide tips and exercises to Ascott, to help guests build mental resilience, promote mindfulness, manage stress and improve their overall well-being.

International SOS will provide Ascott and its guests with timely information on incidents such as street protests, natural disasters, travel restrictions and security threats - gathered from International SOS’ various technical and on-the-ground sources. The travel security information will help Ascott and its guests to avoid, mitigate and navigate any potential or on-going security risks and threats encountered. It also includes advice on but not limited to the choice of safe ground transportation and emergency evacuations. Guests can also contact International SOS via the property’s front desk to obtain more specific global travel security advice.

The International SOS Group of Companies is in the business of saving lives, protecting global workforce from health and security threats. It delivers customised health, security risk management and well-being solutions to fuel growth and productivity. In the event of extreme weather, an epidemic or a security incident, the International SOS Group provides an immediate response providing peace of mind. Its innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. Founded in 1985, the International SOS Group, headquartered in London and Singapore, is trusted by 12,000 organisations, including the majority of the Fortune 500, as well as mid-size enterprises, governments, educational institutions and non-governmental organisations. It has 12,000 multicultural medical, security and logistics experts to provide support and assistance from over 1,000 locations in 90 countries, 24/7, 365 days.   

Personal protective equipment such as masks, protective screen, gloves and hand sanitisers will be provided to staff. Workspaces and staff accommodation will be regularly sanitised, and staff have to undergo regular temperature screening. Ascott will leverage technology to create virtual communities for social activities and events, and use social media platforms and digital tools to meet training commitments where necessary. Staff are to also adopt contactless greetings. 

A comprehensive suite of health and security teleservices will be provided to all guests round-the-clock. Guests have ready access to masks and hand sanitisers at the property upon request or in high traffic areas. Guests are to also provide health and travel declarations and undergo temperature checks where applicable and required by local authorities. 

The number of guests will be limited in high-touch zones. Floor markings will be used as a visual guide, while furniture at the lobby and other interaction points will be reconfigured where necessary to allow social distancing, comfort and facilitate a smoother flow of traffic. The number of visitors in guests’ apartments will also be restricted. 

Enhanced processes to raise the standard of hygiene and cleanliness in accordance with the World Health Organization’s standards and local regulations have been rolled out across Ascott’s properties. This includes increased disinfection and cleaning frequencies with stricter audits by in-house and independent agencies, as well as the adaptation of food & beverage services. Antimicrobial coatings and effective disinfection technology have been applied in the lifts where possible to enhance safety.  

Leverage digital technologies to minimise contact such as the use of the ‘Discover ASR’ mobile app to access apartments, make contactless payments and self check-in and check-out. To introduce Aria, (acronym for Ascott Robotic Intelligent Assistant) Ascott’s service delivery robot at properties, where applicable. There is a further reduction of paper products such as providing digital manuals to operate kitchen appliances as well as offering digital newspapers and magazines.

Enhanced protocols and collaboration with Ascott’s vendors and partners to ensure stringent health requirements are met. Improved supply chain visibility, tighter measures during deliveries, enhanced Hazard Analysis and Critical Control Points training and procedures are being rolled out to all deliveries and laundry vendors also have to comply with local health and hygiene regulations.   

As part of Ascott’s commitment to sustainability, it will continue to transform its practices to protect the environment in the communities that it operates in. Properties to incorporate green elements to create sustainable residences that are comfortable and energy-efficient. Staff to embrace Environment, Health & Safety practices to minimise pollution, health and safety risks. Staff to also reduce energy and water consumption, paper usage and waste. To ensure operating equipment and supplies adhere to green specifications and implement green operating practices.