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1. Introduction

This guidance is for the tourism and hospitality sectors in Wales. It remains in effect until further notice and will be kept under review. We welcome the extensive work that organisations, trade bodies, industry groups and individual businesses have already undertaken to operate in a way that keeps Wales safe.

The Coronavirus Regulations impose strict restrictions on gatherings, the movement of people, and the operation of businesses, some of which have been required to close temporarily.

Businesses that are permitted to operate, or premises that are allowed to open (the business and premises that must remain closed are listed here) must do so safely in a way that complies with the Coronavirus Regulations, in addition to other legal obligations imposed on employers (such as health and safety legislation).

To support businesses to operate safely, the Welsh Government has adopted 5 key principles to Keep Wales Safe – at work:

  • Care: our health and well-being comes first
  • Comply: the laws that keep us safe must be obeyed
  • Involve: we will share responsibility for safe work
  • Adapt: we all need to change how we work
  • Communicate: we must all understand what to do

Further guidance on the key principles is available on the Welsh Government website.

This document aims to help employers, employees, and the self-employed working in the tourism and hospitality sectors in Wales to operate safely during the COVID-19 pandemic.

Tourism and hospitality encompasses all staying and non-staying visitors to these premises, and the activities and expenditure involved in supplying products and services for visitors by both the private and public sectors. It covers a multitude of different working environments, from accommodation providers, to outdoor and indoor visitor attractions, to hospitality premises and variety of activities and events. (See section 3.1 for more information).

2. Legal requirements

The Coronavirus Regulations require that all those responsible for regulated premises that are open to the public, or where work takes place, take reasonable measures to minimise the risk of exposure to COVID-19 on the premises, and to reduce the risk of those who have been on the premises spreading the virus.

The Coronavirus Regulations enable the Welsh Government to issue guidance notes on what is expected of all those responsible for premises that are open to the public, or where work takes place. The following guidance notes have been issued under the regulations to which you must have regard:

For the purposes of this document, these guidance notes are referred to collectively as the “statutory guidance”. Regard must be had to the statutory guidance, and to any guidance, codes of practice or other documents published by other bodies that are incorporated into the statutory guidance.

Other important regulations

You must also comply with the Coronavirus Regulations on the following areas which may impact on how you operate your tourism or hospitality business and accept visitors. The law in Wales may differ to the law applicable in other parts of the UK and note that changes are made regularly.

2.1 Reviews of the law

The Welsh Government reviews the Coronavirus Regulations at least every 3 weeks. These reviews provide an opportunity to assess the effectiveness and consequences of the provisions and may result in revocations of or amendments to the regulations. It is important to note that if there is an increase in COVID-19 cases, new rules may be introduced to reduce the spread of the virus and protect public health outside of the standard 3 week review period.

In addition, an increase in the transmission of COVID-19, either across Wales or in a specific locality, might affect what is considered a “reasonable measure”. What might be regarded as reasonable when the prevalence of the virus is low may be different to when the prevalence is high. In these circumstances, there may be also more activities where the risk of exposure to COVID-19 is such that the only means of minimising the risk is not to do it or even to close premises or parts of premises. It is therefore important to regularly revisit your COVID-19 risk assessment to ensure that the actions you are taken are in line with the most recent regulations and the circumstances as they apply at a given time.

3. How to use this guidance

As outlined above, the Welsh Government has issued guidance under the Coronavirus Regulations which explain what measures should be taken to minimise exposure to COVID-19 on premises that are open to the public, or where work takes place. This document builds on the requirements in the statutory guidance with practical advice as well as signposting other sector-specific and other relevant guidance. You should use this document to help you decide what specific actions you could take to operate safely, depending on the nature of your business or work, including the size and type of business, how it is organised, operated, managed and regulated.

In the event of any discrepancy between this guidance and the Statutory Guidance (see section 2), you should have regard to the statutory guidance. This document is not a substitute for legal advice, which you should consider obtaining where necessary, nor does it supersede any legal obligations including in relation to health and safety, employment or equalities. It is important that as a business or an employer you continue to comply with your existing obligations, including those relating to individuals with protected characteristics. Failure to comply with the relevant legislation and statutory guidance could result in enforcement action by the relevant authorities.

The Coronavirus Regulations set out a specific and separate system of enforcement. This means that enforcement officers can require certain (specified) measures to be taken in relation to premises, and they can if necessary and proportionate close them. Closure can be required either because specified measures in an improvement notice are not subsequently taken or because the breach of the requirements in regulation 21(2) (e.g. social distancing on regulated premises) is sufficiently serious to justify closing a premises immediately or with only very limited notice. The Welsh Government has issued guidance for enforcement officers that you may wish to review so that you understand what action can be taken if you fail to comply with the Coronavirus Regulations and/or do not have regard to the statutory guidance.

The Welsh Government has also published the Coronavirus Control Plan for Wales setting out how we will all work together to manage the risks of COVID-19 and it is recommended that you review the plan.

When considering how to apply this guidance, take into account members of the public and customers, as well as employees, agency workers and contractors, and anyone else on the premises.

To help you decide which actions to take, you must carry out an appropriate COVID-19 risk assessment, just as you would for other health and safety related hazards. This risk assessment must be done in consultation with the recognised trade union or, if there isn’t one, a representative chosen by workers.

This document will be updated over time. This version is up to date as of 13 November 2020. You can check for updates at Keep Wales Safe - at work.

3.1 Areas covered by this guidance

This guidance is aimed at business owners and workers listed in the areas below. It must be noted that this guidance is not an indication that all businesses below can open. The current position on which businesses and premises must remain closed is available here.

Hotels and holiday accommodation

E.g. holiday sites, camping sites, hotels and B&Bs, other holiday accommodation (including holiday apartments, hostels self-catering accommodation, holiday homes, caravan parks and other short-term letting).

Visitor attractions; museums and galleries; amusement parks and theme parks; bowling alleys, amusement arcades and indoor play areas

E.g. heritage railways, gardens, theme parks, family entertainment centres, static funfairs, bowling arcades, zoos and aquariums, etc.

Holiday, leisure activity or events businesses – to cover all operators

E.g. guided walking tours, outdoor activity and adventure providers, outdoor centres, etc.

Venues for events or conferences (including venues for weddings other than places of worship and registry offices)

E.g. events taking place in meeting, conference, convention and exhibition centres.

Premises selling food and drink 

E.g. restaurants, cafes, bars, public houses and hotels and holiday accommodation.

For operators of road, rail, tramway and water passenger services (e.g. coach, bus and tour operators, heritage railway and boat trips) - defined as Public Transport Services under the Coronavirus Regulations - the Welsh Government has issued Guidance on public transport, and operators must have regard to it. Some operators may run tours/excursions from their premises. In these circumstances, when undertaking your COVID-19 Risk Assessment and deciding what reasonable measures you will implement, this Tourism and Hospitality guidance should be considered in addition to having regard to the guidance on public transport.

4. Workplace guidance

4.1 Thinking about risk

Objective: That all employers and businesses carry out a COVID-19 risk assessment

As an employer or business operator, you have a legal responsibility to protect employees and visitors; and anyone else on the premises, from risks to their health and safety. You also need to assess the risks from COVID-19 and take reasonable measures to minimise exposure to the virus. Risk assessments are used to identify and address these risks or minimise them. 

When undertaking your COVID-19 risk assessment you must comply with the Coronavirus Regulations and have regard to the statutory guidance and use this document to inform your decisions and control measures, recognising you cannot eliminate all risks.

A risk assessment is not about creating huge amounts of paperwork, but rather about identifying sensible measures to control risks. Your risk assessment will help you decide whether you have done everything you reasonably need to. There are interactive tools available to support you from the Health and Safety Executive (HSE) at Managing risks and risk assessments at work.

If you employ people then you have a duty to consult your staff on health and safety with meaningful discussion with them and/or their recognised trade union (if one exists). At its most effective, full involvement of your staff creates a culture where relationships between employers and workers are based on collaboration, trust and joint problem solving. You can do this by listening and talking to them about the work and how you will manage risks from COVID-19. The people who do the work are often the best people to understand the risks and will have a view on how to work safely. Involving them in making decisions shows that you take their health and safety seriously. You must consult with the health and safety representative selected by a recognised trade union or, if there isn’t one, a representative chosen by workers. As an employer, you cannot decide who the representative will be.

If you are required by law to have a written risk assessment (if you have five or more employees) then significant findings must be written down and control measures put in place. Risk assessments are a legal requirement for pregnant women, no matter the size of the business, and further guidance is available for employers of pregnant women.

Your assessment should have particular regard to whether the people doing the work are especially vulnerable to COVID-19 (those that have been shielding or are in the increased risk group). The online COVID-19 Workforce Risk Assessment Tool is a two-stage risk assessment for NHS and Social Care workers, which is suitable for use for all staff who are vulnerable or at increased risk of contracting COVID-19, including people from Black, Asian and Minority Ethnic (BAME) backgrounds.

If an individual is concerned about the safety measures in any premises where a work is undertaken or that is open to the public, then they can report this to the Public Protection services of the relevant local authority (which include environmental health and health and safety).

Where the enforcing authority - such as the local authority - identifies that those responsible for work are not taking action to comply with relevant public health legislation and guidance to control public health risks, they will consider taking a range of actions to improve control of workplace risks.

Employers and workers should always come together to resolve issues. If concerns still cannot be resolved, then employees can take the following further steps:

  • Contact your employee representative.
  • Contact your trade union or association if you have one.
  • Use the HSE form available here.
  • Contact HSE by phone: 0300 790 6787.

4.2 Managing risk

Objective: To reduce the risk of exposure to COVID-19 on your premises to the lowest reasonably practicable level by taking preventative measures

As outlined above, all those responsible for premises open to the public, or for work being carried out at any premises, must take reasonable measures to minimise the risk of exposure to COVID-19 on the premises and reduce the risk of those that have been on the premises from spreading the virus.

The most effective way to minimise exposure to COVID-19 on your premises is to enable some or all of your staff to work from home, some or all of their time. However, it is recognised that many people who work in or for the businesses operating in tourism and hospitality cannot work from home.

For staff that may be able to work from home, for example, support/office staff, there is an expectation that employers should be as flexible as possible and make adjustments wherever that is possible. This may include issuing staff with laptops or mobile phones and facilitating communication from wherever members of staff may be. Employees should not be required or placed under pressure to return to a workplace setting if there is not a clearly demonstrated business need for them to do so. Employers who are considering requiring their staff to return to workplace settings should first assess whether alternative arrangements could meet the majority of the employer’s needs. This should be discussed with staff or representatives of staff.

Where staff have to attend a workplace you should take all reasonable measures to ensure that a distance of 2m is maintained between them in all parts of your premises. You should also take all reasonable measures to ensure customers are kept 2m apart from each other, and from staff. Furthermore, if people need to wait to enter your premises, you will need to take all reasonable measures to ensure that a physical distance of 2m is maintained between them whilst they wait to enter. These requirements are referred to in this document as the “physical distancing duty”. In addition to taking all reasonable measures to keep people 2m apart whilst on your premises, the person responsible for the premises will need to take any other reasonable measures to minimise the risk of exposure to COVID-19 on the premises and reduce the risk of those that have been on the premises from spreading the virus. This includes the mandation for staff and public to wear face coverings in indoor public places. See further information on managing areas outside your premises (see section 4.8), and managing areas inside your premises (see section 4.9). This guidance also covers other measures, beyond physical distancing duty, that businesses may wish to consider in order to minimise exposure to COVID-19 on your premises.

Where there is a requirement to maintain 2m distance that does not apply to persons from the same household, or between a carer and the person being assisted by the carer.

You could also consider any advice that has been produced specifically for your sector, for example, by trade associations or trade unions. UK Hospitality Cymru, in conjunction with representative bodies such as BHPA, has developed further information on many parts of the tourism and hospitality sector that may help you when undertaking your risk assessment: including hotels and other guest accommodation, restaurants, pubs and bars, amusement parks and holiday parks.

You should consider the security implications of any changes you intend to make to your operations and practices in response to COVID-19, as any revisions may present new or altered security risks or issues with accessibility, which may need mitigations. Whilst the risk to health from COVID-19 is at the forefront of everyone’s minds, the threat of terrorism nonetheless remains substantial. It is essential that businesses and other organisations remain cognisant of these threats as they look to adjust their operations, ensuring that security measures are proactively adapted to support and complement other changes.

4.3 Sharing your risk assessment

Objective: To reassure everyone working on your premises by sharing your risk assessment with them

You are required by the Coronavirus Regulations to provide information to those entering or working at your premises about how to minimise exposure to COVID-19. We encourage all businesses to demonstrate to their workers and customers that they have properly assessed their risk and taken appropriate mitigating actions. 

You should share your actions with your workforce. If possible, you should publish this information on your website, particularly where you are an employer with over 50 workers. You should ensure that your risk assessment is updated in line with the latest guidance.

A notice that you may wish to display on your premises to show your staff and customers that you have followed this guidance is available here.

The “We’re Good To Go” industry standard marque is a self-assessment scheme that has been designed in partnership with the national organisations (Visit Wales, Tourism Northern Ireland, Visit Scotland and Visit England). It aims to provide reassurance for all sectors of the industry, as well as reassurance to visitors, that businesses have clear processes in place and are following industry and Government COVID-19 guidance. The scheme is free to join and open to all businesses across the industry.

4.4  People who need to self-isolate

Objective: To make sure employers comply with their duties under the Coronavirus Regulations and do not insist that staff come to work if they should be self-isolating

No one should attend a workplace-setting if they:

  • Have been told to self-isolate by NHS Wales Test, Trace, Protect because they have either tested positive for COVID-19 or have been in recent close contact with a confirmed/positive case of COVID-19, and are still within their self-isolation period as set out in the guidance
  • Have COVID-19 symptoms, however mild, and are waiting for a test result
  • Are a confirmed case and have isolated according to the guidance, but still have a fever, or have had a fever within the last 48 hours
  • Are a member of the same household or extended household as someone who has COVID-19 symptoms or who has tested positive for COVID-19, and are still within the self-isolation period as set out in the guidance
  • Have personally received a negative test for COVID-19 but are a member of the same household/extended household as someone who has a tested positive, and are still within the self-isolation period set out in the guidance.

If an employee has a positive test result and/or is told to self-isolate by NHS Wales Test, Trace, Protect as a contact of a positive test then they should inform you, as their employer, as soon as is possible and in line with your sickness policies, and in any case before they are due to next attend the workplace and they must not attend the workplace.

You should allow or enable an employee to self-isolate if they have been told to self-isolate by NHS Wales Test, Trace, Protect.

You should not threaten the security of an employee’s job in order to persuade them to return to the workplace before their isolation period ends.

Helping your staff self-isolate at home in accordance with the guidance will greatly reduce the overall amount of infection households can pass on to others in the community and therefore, potentially, to the rest of your workforce, to you and to your family.

If possible, and if they are well enough (if they are a confirmed case of COVID-19), you should support staff to work from home while self-isolating. If they cannot work from home then refer to the guidance for employers relating to statutory sick pay due to COVID-19.

Before an employee returns to work after a period of isolation, you should confirm that:

  • If they had symptoms, that they have had a test and received a negative result
  • If they were the confirmed case of COVID-19, they have completed their required period of self-isolation and do not have, or have not had a fever, in the last 48 hours
  • If a member of their household or extended household was the confirmed case of COVID-19, they have completed their required period of self-isolation and have not personally developed COVID-19 symptoms late in their isolation period.

If the answer to any of these scenarios is ‘no’ then the employee cannot return to work and you should not insist that they do.

Work-related travel in and from Wales must follow the requirements set out in the travel guidance. Anyone returning to Wales from a non-exempt country (any country that is not on the exempt country list) must self-isolate for 14 days and cannot attend the workplace, and should follow the requirements set out in the travel self-isolation guidance.  

PLEASE NOTE, changes are made regularly to the exempt country list for Wales and further restrictions preventing any travel abroad, or into or out of Wales, may be put in place from time to time. Any such restrictions will take precedence to any information given here and should be adhered to. It is therefore advisable to check the latest position before employees’ departure on both the outward and return journeys for any work-related travel.

Anyone that develops COVID-19 symptoms at work should be sent home to self-isolate, and their workplace cleaned in accordance with guidance for cleaning in non-healthcare settings.

Further guidance is provided in Section 5 below on what to do if there is more than one case of confirmed COVID-19 associated with your workforce within a 14-day period.

4.5 Protecting people who are at higher risk

Objective: To protect people who were previously shielding or are in the increased risk group

All those identified as being at high risk of severe illness from COVID-19 (due to a serious underlying health issue) were advised to shield by the Chief Medical Officer for Wales. Shielding helped to protect extremely vulnerable people by reducing their contact with other people, and therefore the risk of being exposed to COVID-19. The Welsh Government paused shielding on 16 August 2020. This means that those on the shielding list are able to; for example, go to work, provided their employer has taken reasonable measures to minimise the risk of them being exposed to COVID-19. However, when possible, and similar to other staff, they should carry on working from home (refer Subsection 4.2 above).

The most important thing is that you make contact with any staff that have been shielding before they return to work to understand the practical implications of them doing so. They might not have left the house for some months and might be very anxious about having contact with ‘outside’ people, so will need reassurance that their safety is being taken seriously, and all risks have been considered and mitigated as far as reasonably practicable.

You will need to undertake a risk assessment to consider what new measures you may need to take as a result of someone that was previously shielding returning to work.

There is also guidance on what to do if you share a home with someone who has been shielding. That guidance is also relevant for employees working alongside individuals that were previously shielding that you may wish to share with your workforce.

In addition, there is another wider group of people at increased risk of serious illness from COVID-19 who are advised to closely follow social and physical distancing measures at all times.

You should therefore discuss with all employees who were previously shielding and those at increased risk the practicalities of them working from home. You should be as flexible as you can and make any reasonable adjustments to allow them to do so, for some of, or all of their time.

If it is agreed that they will attend the workplace you will need to take all reasonable measures to minimise their risk of exposure to COVID-19 in the workplace. They should be offered the option of the safest available on-site roles which will enable them to stay 2m away from others.

Particular attention should also be paid to people who live with people who had been shielding.

4.6 Equality in the workplace

Objective: To ensure that everyone in your workplace is treated equally

In applying this guidance, employers should be mindful of the particular needs of different groups of workers or individuals.

It is unlawful to discriminate, directly or indirectly, against anyone because of a protected characteristic such as age, sex, disability, race or ethnicity.

Employers also have particular responsibilities towards staff that have disabilities and those who are new or expectant mothers.

Steps that will usually be needed:

  • Understanding and taking into account the particular circumstances of those with different protected characteristics.
  • Involving and communicating appropriately with workers whose protected characteristics might either expose them to a different degree of risk, or make any measures you are thinking about implementing inappropriate or challenging for them.
  • Considering whether you need to put in place any particular measures or adjustments to take account of your duties under equalities legislation.
  • Making reasonable adjustments to avoid workers with disabilities being put at a disadvantage, and assessing the health and safety risks for new or expectant mothers.
  • Making sure that the steps you take do not have an unjustifiable negative impact on some groups compared to others, for example, those with caring responsibilities or those with religious commitments.

4.7  Minimising the risk of exposure to COVID-19 on your premises

Objective: To take all reasonable measures to minimise the risk of exposure to COVID-19 and reduce the spread of the virus by those that have been on the premises, by maintaining 2m physical distance between everyone on your premises and implementing extra precautions.

As outlined in section 4.2 above, you should implement all reasonable measures to keep everyone on your premises 2m apart, including individuals who have to wait to enter your premises. The physical distancing duty applies to all parts of your premises; including, but not limited to, entrances and exits, toilets, kitchens and break areas and outside. This section relates to workplace guidance. Customer related guidance is provided separately under section 7.

Steps that will usually be needed:

  • Taking all reasonable measures to ensure that persons in regulated settings are only admitted to the premises in sufficiently small numbers to make it possible to maintain a 2m distance between them. 
  • Ensuring all staff and customers wear face coverings as required under the Coronavirus Regulations unless the person is under 11 or has a reasonable excuse not to wear the face covering e.g. to eat or drink). 
  • Assessing the size of the premises and its layout and the number of staff present during a shift.
  • All businesses must set and display the maximum capacity for the premises and put in place measures for communicating and managing the maximum capacity set.
  • Providing regular and visible written/ verbal communications to your staff and persons visiting your premises.
  • Staggering staff shift start, end and break times to avoid crowding.
  • Considering how staff security checks can be managed while maintaining physical distancing.
  • Deploying fixed teams of staff on each shift to reduce interactivity between team members. Set a maximum staff number, or space per staff member, in kitchens to allow for social distancing whilst taking into account the cramped nature of many kitchens. Encourage new ways of working, adapting shift patterns and menus to significantly reduce the number of people working in kitchens at any one time.
  • Designating a named member or members of staff (depending on number of covers) during all opening hours to monitor Covid-19 hygiene and enforcement of social distancing/safety protocols – acting as ‘Covid Secure Monitors’.  This is an important role in ensuring a Covid secure environment and you should ensure that priority is given to this role and that a responsible member of staff is in place for each shift. 
  • Employers should appoint and engage with a staff representative, and trade union representative wherever possible, for all employee related Covid-19 issues.
  • Ensuring customers are fully aware of their responsibilities for observing social distancing and all Covid-19 safety measures – using verbal communication (e.g. announcements) and clear signage and other visual communications (e.g. posters or airline style flashcards).
  • Implementing one way systems, where the building (and other legislation – e.g. Equality Act 2010) allows. 
  • Maximising ventilation and enhance airflow by opening windows and propping open internal doors (but not fire doors) where possible.

As outlined above, as well as keeping everyone 2m apart where possible, you must also take other reasonable measures to minimise the risk of exposure to COVID-19 on your premises and reduce the risk of those that have been on your premises from spreading the virus. The extra precautions you may need to take will depend on the nature of the work, for example, if closer working is required that makes observing the physical distancing duty difficult, and the type of premises the work takes place in. Your premises may have multiple “types of premises” within the overall premises, for example, cafes, retail outlets etc. You therefore need to consider each of these areas separately as the measures you might need to take in one part of your premises may be different to those that you take in another part of your premises. You must have regard to the statutory guidance, which has been produced to help people understand what “taking all reasonable measures” means. Your COVID-19 risk assessment will help you decide what actions you need to take.

Steps that will usually be needed:

  • Using additional signage, written communication, verbal announcements posters and informational materials to remind staff and customers about:
    • increased hand washing and doing so well for 20 seconds with soap and then drying thoroughly; and
    • good respiratory hygiene (covering the mouth and nose with a tissue when coughing or sneezing, disposing of the tissue immediately and then washing their hands. If tissues are not available always cough/sneeze into the crook of the arm rather than the hands. Remember: catch it, bin it, kill it)
  • Providing alcohol-based hand sanitiser in high traffic/customer interaction areas such as entrance and exit points
  • Providing additional pop-up handwashing stations or facilities if possible.
  • Providing soap, water, paper towels and alcohol-based hand sanitiser, if available.
  • Facilitating regular handwashing breaks for all staff.
  • Introducing frequent deep cleaning, with attention to multi contact points – for example, between shifts, staff change overs and/or during breaks.
  • Encouraging the use of disinfectant wipes to clean all equipment before and after each use and ensure there are sufficient waste disposal points for waste generated
  • Providing sufficient gloves and/or visors for those colleagues who require them.
    • If you supply re-useable visors ensure colleagues are reminded to clean them regularly during use, before and after each use and to wash their hands before putting them on and after taking them off.
    • You should note that visors are not a replacement for a face covering. Staff that use a visor must also wear a face covering in the areas of the premises where they are required.

4.8 Managing areas of your premises that are outside

Objective: To manage outside areas effectively (including customer areas, deliveries and public areas)

Steps that will usually be needed:

  • Taking all reasonable measures to ensure that a distance of 2m is maintained between people waiting to enter your premises except between members of the same household or a carer and the person assisted by the carer. 
  • Limiting the number of entry and exit points into and out of the premises - consider having separate entrance and exit points if possible.
  • Outside queues should be managed to ensure they do not cause a risk to individuals, other businesses or additional security risks, for example by introducing queuing systems.
  • Using a colleague to meet customers, explain the physical distancing measures implemented on your premises and control the number of customers entering the premises at any one time.  In some circumstances, that colleague may need to be SIA licensed.
  • Considering whether temporary barriers should be available in case it is necessary to stop people joining a queue.
  • Providing clear messaging through verbal and written communication e.g. announcements and signage outside the premises to inform those that are entering your premises that a face covering must be worn.
  • Considering those with protected characteristics and who may therefore have an age, health or disability reason for not wearing a face covering. 
  • Placing clear signage outside the premises explaining the physical distancing measures in place that customers should follow.
  • Arranging clear signage to remind people that anyone experiencing symptoms of COVID-19 should be following government guidance and should not enter the premises. 
  • Placing markings outside the premises to assist correct queue spacings.
  • Working with neighbouring businesses and local authorities to consider how to spread the number of people arriving throughout the day for example by staggering opening hours; this will also help reduce demand on public transport at key times and avoid overcrowding.
  • Speaking with neighbouring businesses and relevant partners such as local authorities, landowners (where they exist) to determine the best way to avoid congestion for queues outside your premises. In the event of a dispute between business owners over a contested outside space, we suggest the business owner discusses the issue with their local authority or landlord to help resolve any dispute.
  • Considering whether additional security staff may be required to support and protect staff.
  • Scheduling deliveries to avoid crowding in delivery areas. Consider non-contact stock deliveries.
  • Providing cleaning stations at the front of your premises including: alcohol-based hand sanitiser. You should be mindful of potential littering and ensure that there are bins available for wipes/paper towels to be disposed of safely.
  • Identifying and regularly cleaning key touch points e.g. door handles, lift buttons, keypads, and stair/escalator hand rails.

4.9 Managing areas inside your premises

Objective: To manage specific areas within your premises effectively

Steps that will usually be needed:

  • Using floor markings inside to facilitate compliance with the 2m physical distancing requirements outlined above, particularly in the most crowded areas and where queuing is likely.
  • Reviewing the layout of the premises to ensure aisles/walkways are as clear as possible to accommodate 2m physical distancing, including the removal of furniture and other fixtures, including displays.
  • Considering one-way systems using floor markings and signage to highlight system and direction.
  • Limiting the number of customers in enclosed spaces such as lifts.
  • Erecting physical barriers using flexi-plastic to provide a barrier between staff and staff and customers - it should be noted that staff would need to wear a face covering if they were to step outside of the barrier area.  
  • Requiring face coverings to be worn by staff and customers in parts of the premises that are open to the public (whether on payment or otherwise) and in other parts of the premises where physical distancing cannot be maintained. View further guidance on face coverings and exemptions).
  • Including back-to-back seating (if the seats are high backed), or side-to-side seating (rather than face-to-face), including installing physical barriers such as protective screens between tables that can be washed and cleaned effectively where it is not commercially viable for hospitality premises to place tables 2 metres apart.
  • Considering the use of staff to manage the flow of customers around the premises if necessary.
  • Leaving non-essential doors open to minimise the number of people who touch them. This does not apply to fire doors, which must be managed in accordance with your fire management procedures.
  • Removing promotions and features where customers are likely to congregate, such as demonstrations.
  • The use of Apps or other communications devices is recommended, to reduce contact with customers, including options for menus, ordering, billing and contactless payment.
  • Increased environmental cleanliness and providing reminders about their importance, including the need to regularly wash hands for 20 seconds with soap and drying thoroughly, or using alcohol-based hand sanitiser.
  • Making regular announcements to remind staff and customers to follow physical distancing advice.
  • Placing clear signage throughout the premises, reminding customers of the physical distancing measures and asking them to follow these rules.
  • Loud noises which will require people to raise their voices or shout, and therefore increase aerosol spread, must be avoided. To that end, TV broadcasts, recorded music and any other approved forms of entertainment should be kept at background level, dancing and singing avoided, and live performances should only take place if you can demonstrate that risks can be mitigated. Further information on the rules on rehearsing and performing is available.
  • Recording the provision of accurate contact information to support Test, Trace, Protect (TTP) (see section 5).
  • Making staff aware of your compliance with the TTP strategy and the need for you to release their personal contact information in the event of a TTP enquiry that involves your business/organisation and its employees.
  • Ensuring that employees who need to self-isolate are not present on the premises (see section 4.4).

4.10 Customer toilets

Objective: To manage all public areas and conveniences on your premises

Steps that will usually be needed:

  • If customer toilets are open ensure they are cleaned regularly, including manual multi-person touch points such as door handles, wash hand basis, flushes, taps, etc.
  • Ensure physical distancing within the toilets where possible, by for example, closing every other toilet and every other wash hand basin.
  • Baby changing facilities should be available but increase the frequency of cleaning.

4.11 Staff only areas

Objective: To keep workers safe in every part of your premises

Steps that will usually be needed:

  • Applying physical distancing measures in staff break areas and permitting their use provided staff comply with the measures in place.
  • Encouraging staff to remain on-site and, when not possible, maintaining social distancing while off-site.
  • Introducing a staggered or extended break rota to avoid crowding
  • Spacing out chairs and tables to ensure a 2m physical distance between them, for example, by removal or marking as “do not use”.
  • Promoting increased hand hygiene and physical distancing via notices placed visibly in these areas.
  • Removing sofas from break areas. You could consider replacing them with individual chairs provided they can be placed 2m apart.
  • Considering providing a takeaway service to avoid crowding in the canteen (further information is available from the Food Standards Agency on adapting restaurants and food businesses for takeaway and food delivery during COVID-19).
  • Permitting food consumption or breaks to be taken outside of usual areas.
  • Restricting the number of people using designated smoking areas at one time. Closed or substantially enclosed smoking shelters might be subject to the rules on gatherings indoors, and similarly if not enclosed or substantially enclosed might be subject to the rules on gatherings outdoors. Also, consider increasing the number of designated areas or asking staff to smoke off-site. Providing alcohol-based hand sanitiser at entry/exit points.
  • Canteen staff should wash their hands often with soap and water for at least 20 seconds and dry them thoroughly, and before and after handling food (in accordance with normal food hygiene measures).
  • If possible, increasing the number of hand washing stations available.
  • Cutlery trays should be avoided. Cutlery and condiments can be issued to the person when they purchase any food.
  • Frequently cleaning and disinfecting surfaces that are touched regularly, using your standard cleaning products.
  • Placing notices promoting hand hygiene and physical distancing visibly in these areas.
  • Reminding staff to wash their hands regularly using soap and water for 20 seconds and drying thoroughly or using alcohol-based hand sanitisers before and after eating or drinking.

4.12 Delivery networks

Objective: To protect the health of employers, contractors and customers when undertaking deliveries or off-site services

As per the advice in sections 4.1 and 4.2, all employers must assess risks, and reduce them as far as is reasonably practicable.  This applies equally to risks associated with delivery and collection. A thorough risk assessment will ensure you comply with the law, but if in doubt always seek legal advice. The HSE has more information: Delivering safely.

The Welsh Government has produced guidance on working in or from vehicles, which you should consider to help you decide what actions you need to take should any staff that you are responsible for operate in or from a vehicle from your premises.

Steps that will usually be needed:

  • Minimising the number of people outside of a household or extended household travelling together in any one vehicle, for example by maintaining consistent pairing where two-person deliveries are required.
  • Hands should be washed with soap and water, for at least 20 seconds, and dried thoroughly, on arrival and departure. Alcohol-based hand sanitiser should be supplied for situations where hand washing is not possible
  • Alcohol-based sanitiser and wipes should be provided in all delivery vehicles and at entry/exit points to sites
  • Ensuring vehicle are cleaned regularly especially between shifts and at the end of day.

4.13 Accidents, security and other incidents

Objective: To prioritise safety during incidents

In an emergency, for example an accident, provision of first aid, fire or break-in, people do not have to stay 2m apart if it would be unsafe to do so.

People involved in the provision of assistance to others should pay particular attention to sanitation measures immediately afterwards, including washing hands.

Steps that will usually be needed:

  • Reviewing your incident and emergency procedures to ensure they reflect the physical distancing principles as far as possible.
  • Considering the security implications of any changes you intend to make to your operations and practices in response to COVID-19, as any revisions may present new or altered security risks.

4.14  Premises ventilation and water supply

Objective: To prioritise safety considerations in re-opening premises

Those in control of a premises have a legal duty to ensure effective ventilation. Further advice on air conditioning and ventilation is available from the HSE here. 

There is also advice available for building services, particularly around ventilation of buildings, both in use and when returning to buildings which have been closed from the following:

If buildings have been closed or had reduced occupancy water system stagnation can occur due to lack of use, increasing the risks of Legionnaires disease. HSE guidance covering water management and legionella is available here. (Where mains water has been turned off since the close of the premises at lockdown, when it is reconnected it will need running through to flush away any microbiological or chemical residues built up while the water supply was disconnected).

Steps that will usually be needed:

Checking any water supplies - mains water supplies that have to be reconnected (because they were turned off when a premises was closed) will need running through to flush away any microbiological or chemical residue that might have built up while it was disconnected.

  • The Drinking Water Inspectorate, who are the Regulators and technical experts in England and Wales, has produced this advice on maintaining drinking water quality when reinstating water supplies after temporary closure due to the COVID-19 outbreak
  • Checking whether you need to service or adjust ventilation systems, for example, so that they do not automatically reduce ventilation levels due to lower than normal occupancy levels.
  • Most air conditioning systems do not need adjustment, however where systems serve multiple buildings or you are unsure, advice can be sought from your heating ventilation and air conditioning (HVAC) engineers or advisers. 
  • Removing any fans from, for example, workstations, to avoid the recirculation of air.
  • Opening windows and doors frequently to encourage ventilation, where possible, and if it is safe to do so.

5. Keeping records of staff, customers and visitors

Guidance has been published that explains how employers in Wales can play their part in helping to deliver Wales’ Test, Trace, Protect (TTP) strategy to slow the spread of the virus, protect our health and care systems and save lives. This covers their responsibilities to employees and contractors associated with the operation of their business and includes relevant information for the self-employed.

Furthermore, the Coronavirus Regulations require that in order to reduce the risk of any person who has been on regulated premises spreading the virus, it is a reasonable measure for such businesses to keep records of staff, customers and visitors for 21 days. There is a higher risk of spreading coronavirus in some sectors. This is because staff, customers and visitors will spend a longer time on these premises than in other surroundings and potentially come into close contact with people outside of their household. 

Hospitality businesses (licensed and unlicensed) are amongst the list of businesses where it is mandatory to collect contact information. “Contact information” means the person’s name and sufficient information that would enable the person to be contacted (including a telephone number) to inform them that they may have been exposed to COVID-19 whilst on your premises. In regulated premises this must include the date and time when the person was at the premises. This can either be done on paper or electronically, but should adhere to General Data Protection Regulations (GDPR).

In all hospitality premises customers are required to provide verification of their name when filling in contact details. Methods of verification may vary but might for example include drivers licence, bank or credit cards. Particular attention should be given to the details of a household group over 4 (See Section 7 for more information). All adult customers will need to provide proof of name and address, e.g. an electronic or paper based official document. A household means a group of people living in the same home. A household can be one person living on their own, flatmates, or a family living in the same home. What is important is that it is always the same people and the same home.

The Welsh Government has issued Statutory Guidance on collection and retention of contact details from people who have been at particular premises to which you must have regard and further business support in the toolkit.

The NHS COVID-19 app complements the above mandatory arrangements on keeping records of staff, customers and visitors, by providing your customers with the fastest way to see if they are at risk from coronavirus. However the NHS COVID-19 app does not substitute this guidance and is not essential or mandated. You may wish to create a QR code for use with the app as an additional measure to help stop of the spread of COVID-19. Create your own QR code poster.

Steps that will usually be needed:

  • Making staff and customers aware of your compliance with the TTP strategy 
  • Advising staff and customer that you are required to release their personal contact information in the event of a TTP enquiry that involves the business/organisation/premises.
  • Recording and retaining accurate names and contact details to support TTP and undertake any necessary TTP actions required by employers.
  • As part of your risk assessment, ensuring you have an up to date plan in case there is a COVID-19 outbreak within your workforce/on your premises. This plan should nominate a single point of contact (SPOC) where possible who should lead on contacting local Public Health teams.
  • If there is more than one case of COVID-19 associated with your workforce or premises, you will be contacted by NHS Wales TTP.
  • If the PHW health protection team declares an outbreak, you will be asked to provide your staff and customer TTP records and details of symptomatic staff. You will be provided with information about the outbreak management process, which will help you to implement control measures, assist with communications to staff and customers, and reinforce prevention messages.

6. Face coverings

6.1 Personal protective equipment (PPE) (not face coverings)

PPE protects the user against health or safety risks at work. It can include items such as safety helmets, gloves, eye protection, high-visibility clothing, safety footwear and safety harnesses. It also includes respiratory protective equipment, such as face masks.

Where you are already using PPE in your work activity to protect against non-COVID-19 risks, you should continue to do so.

At the start of this document we described the steps you need to take to manage COVID-19 risk in the workplace. This includes working from home and taking all reasonable measures to maintain 2m physical distancing on your premises.

When managing the risk of COVID-19, additional PPE beyond what you usually wear is not recommended. This is because COVID-19 is a different type of risk to the risks you normally face in a workplace, and needs to be managed through physical distancing, hygiene and fixed teams or partnering, not through the use of PPE.

The exception is clinical settings, like a hospital, or a small handful of other roles for which Public Health Wales advises use of PPE. For example, first responders and immigration enforcement officers. If you are in one of these groups you should refer to the advice on the NHS Wales website.

Unless you are in a situation where the risk of COVID-19 transmission is very high, your risk assessment should reflect the fact that the role of PPE in providing additional protection is extremely limited. However, if your risk assessment does show that PPE is required, then you must provide this PPE free of charge to workers who need it. Any PPE provided must fit properly. Further information on PPE in Wales.

6.2 Face coverings

Wearing a face covering is mandatory for everyone in Wales in the indoor areas of premises that are open to public (on payment or otherwise) and on public transport. This requirement only applies to public areas. There are is an exemption for under 11s and a list of reasonable excuses such as for hospitality premises, where customers are allowed to remove face coverings to eat or drink when reasonably necessary.

For any other indoor premises, or areas within a premises parts of which the public may have access to but which also have parts which are not accessible to the public (e.g. staff rooms or offices), where social distancing cannot be maintained, the Welsh Government considers that employers and others responsible for premises in Wales should generally, as a reasonable measure, consider whether their Covid risk assessment suggests that face coverings be worn by staff and visitors. This should be done unless there are good reasons to the contrary.

A face covering can be very simple; it just needs to cover the mouth and nose. From a public health perspective, a face shield/visor is not as effective as a face covering. They are worn in clinical/care giving settings to protect against large droplet exposure, including by inoculation through the eyes, but when worn outside these settings there is no evidence that face shields/visors protect the wearer or are an effective source control for either larger droplets or small aerosols. Whilst it is appreciated that some people have difficulty making themselves heard when wearing other types of face covering, visors are designed to protect the eyes from airborne droplets and are not intended for use without a face mask.

A face covering is also not the same as the surgical masks or respirators used by healthcare and other workers as part of higher specification PPE. Similarly, face coverings are not the same as the PPE used to manage risks like dust and spray in an industrial context. Supplies of PPE, including face masks, must continue to be reserved for those who need them to protect against risks in their workplace, such as health and care workers, and those in industrial settings like those exposed to dust hazards.

The duty to wear a face covering under the Coronavirus Regulations is incumbent on the public who visit, and the staff who work in, indoor public premises.  It is important to remember that face coverings are not a replacement for the other ways of managing the risk of exposure to COVID-19 and do not negate the need for those responsible for premises open to the public, or premises where work takes place, to take other reasonable measures. Therefore, you must take all reasonable measures to keep everyone 2m apart and implementing other precautions, including minimising time spent in contact, using fixed teams and partnering for close-up work, ensuring good respiratory hygiene, regular and thorough hand hygiene and increasing surface washing. These other measures remain the best ways of managing risk in the workplace and the Welsh Government would therefore not expect to see employers relying on solely on face coverings as risk management for the purpose of their health and safety assessments. 

Effective face coverings should have a water repellent outer layer if possible, and comprise of 3-layers of different fabrics, which are non-stretchy. They should fit well with no air gaps around the sides and under the chin.  You can make face coverings at home and this guidance explains how to.

Employers should support their workers in using face coverings. This means reminding them of the following information:

  • Wash your hands thoroughly with soap and water for 20 seconds, (or use alcohol-based hand sanitiser) and dry thoroughly before putting a face covering on, and after removing it.
  • When wearing a face covering, avoid touching your face or the face covering as you could contaminate them with germs from your hands.
  • To not hang a face covering from the neck or pull down from the nose
  • Change your face covering if it becomes damp or damaged.
  • Wash your hands regularly.
  • Change and wash or discard (as applicable) your face covering daily.  
  • If the material is washable, wash in line with manufacturer’s instructions. 
  • After wearing a reusable face covering, it should be placed inside a plastic bag prior to it being washed to prevent onwards contamination from the used face covering.
  • If it is not washable, dispose of it carefully in your usual waste and help keep Wales tidy.
  • Practicing social distancing and frequent and thorough washing of hands is the most effective way of reducing the transmission of COVID-19.

7. Restrictions on gatherings

In holiday accommodation (such as hotels, tents, caravans or self-catering), only one household is able to share accommodation; this is restricted to families living together (or a carer), not extended families.

In all regulated premises (other than private dwellings or holiday or travel accommodation), indoors and outdoors, the maximum number of people that can meet, without a reasonable excuse, is set to 4. This means that up to 4 people (not including children aged under 11 or a person who is caring for someone participating in such a gathering) from different households can meet – but this should be a maximum not a target. The only exception is if more than 4 people live together in one household, in which case there is no maximum if they meet indoors or in any part of regulated premises that is outdoors (see regulation 21(1) for the meaning of “regulated premises”). Other than that exception, the intention is that four is an absolute maximum rather than a “target” number. 

You should take all reasonable measures to ensure that individual bookings you take are limited to up to four people (not including children aged under 11, or a person who is caring for someone participating in such a gathering), or if the booking is being made for more than four people that they are all living together in one household. You should not knowingly take a booking for over 4 people (unless they are from the same household) by separating the party onto different tables.

Hospitality premises (including bars, pubs, cafes and restaurants) must take all reasonable steps to ensure compliance with Social Distancing requirements and other reasonable mitigations within the venue e.g. implementing mitigations between tables where it is not possible to maintain 2m of space and maximising ventilation. Where up to 4 people from different households are sat together at a table, every effort should still be made by the business and the customer to ensure that they maximise distance at the table.

In premises authorised to sell or supply alcohol (e.g. licensed premises) only, there must be a person controlling entry in respect of the sale or supply of food or drink for consumption on the premises.  Controlled entry includes setting a limit on dwell time and pre-booking wherever possible with details of all members of the group taken as part of the booking and verified on arrival. “Walk-ups” should be kept to a minimum and subject to access through a controlled entry point with provision and verification of names of all members of the group at that point.  As part of the controlled entry requirements, booking periods/dwell times of up to 2 hours (120 minutes) should be considered as a rule of thumb. It is recognised there is a risk that some customers might book consecutive time slots at, for example, a variety of pubs which could increase the risk of the spread of the virus. There is a responsibility on all customers to keep themselves and others safe but the hospitality sector is encouraged to work together to discourage, for example, “pub crawls” in order to also help keep the sector safe and open.

Hospitality premises should also avoid shared activities that would entail people breaching the rules on indoor gatherings e.g. skittles, darts, pool and other ‘pub games’. However each proposed activity can be considered on its own merits. For example, a quiz maintaining separate groups and complying with the rules on indoor gatherings (where each group collects a quiz sheet at the beginning of an evening and submits it at the end of the evening) would not necessarily constitute a gathering and could therefore be permissible whereas a traditional pub quiz involving more than, for example, 4 people from different households would not be permissible.

If more than 4 people who do not all live together gather for an indoor or outdoor organised activity in accordance with the regulations they will have a reasonable excuse to do so. Where such organised activities take place in regulated premises that are required to take all reasonable measures to minimise the risk of exposure to coronavirus, such activities must not involve the sale or consumption of alcohol. All organised activities are capped at 15 participants if they take place indoors or 30 if outdoors. These numbers do not include any children aged under 11 or people who are working or providing voluntary services. Guided tours should comply with the rule of four (not including children aged under 11 or a person who is caring for someone) or one household (in which case there is no maximum) unless the tour operates as an organised activity, in which case the same principles as described above will apply.

8. Travel restrictions

Tourism and hospitality businesses must take all reasonable measures to minimise the risk of exposure to the virus and should not knowingly accept customers in breach of the travel restrictions. Businesses should ask the customer at the point of booking where they are travelling from and check that they comply with the regulations, or may be covered by an exemption. The obligation is on the individual although a business that encourages a breach may also commit an offence.

If a customer has already made a booking and becomes subject to the travel restrictions, ultimately any decisions on refunds are a matter between the business and customer, which will be determined by the terms and conditions of the booking. Further advice you can pass on to your customers. Businesses taking bookings from customers do so at their own risk given these travel restrictions are subject to on-going review.

The current restrictions mean that people who live outside Wales are not allowed to travel to or remain in Wales unless there is a reasonable excuse. Restrictions also cover anyone arriving in Wales who has been in a non-exempt country outside of the Common Travel Area (UK, Ireland, the Channel Islands and the Isle of Man) or who arrives in Wales from an exempt country (or other part of the UK) but at any point during the 14 days before arrival has been in a non-exempt country. They are required to self-isolate for up to 14 days due to the International Travel Regulations, unless covered by an exemption.  

Please note that further restrictions preventing travel in or around Wales may be put in place from time to time. Any such restrictions will take precedence to any information provided here and should be adhered to.

9. Restrictions on premises authorised for the sale or supply of alcohol

9.1 Restrictions on alcohol

All premises authorised for the sale or supply of alcohol (e.g. licensed premises) in Wales must stop selling and serving alcohol at 10pm, and be closed (with no members of the public allowed to be on the premises) by 10.20pm. For pubs, bars and restaurants and all other premises serving alcohol, the 20 minute ‘drink up’ time aims to minimise the risk of customers all leaving the premises at the same time. It also provides greater flexibility for restaurants to practice a pattern of 2 evening sittings, and allow a short time for customers to finish their meals. Such premises will not be able to re-open until 6am the following morning.

These restrictions apply to all premises authorised to sell or supply alcohol such as licensed premises, and regulated premises not authorised for the sale or supply of alcohol but where customers are allowed to consume their own alcohol on the premises. This extends beyond hospitality premises such as bars and restaurants to businesses such as hotels, cinemas, casinos, bingo halls, bowling alleys, snooker halls and social clubs which have a licence to sell or supply alcohol for consumption on the premises.

  • Cinemas can stay open so that a screening which starts before 10pm can finish, but no alcohol can be served after 10pm. 
  • Accommodation providers (such as hotels) with a licence to serve alcohol are required to stop selling alcohol at 10pm and must close the part of their premises in which alcohol is sold or consumed (generally the hotel bar) to customers by 10.20pm. The rest of the premises is not required to close, and room service can continue after 10pm, but may not include alcohol. These restrictions must remain in place until 6am the next day.
  • Licensed premises hosting wedding receptions, civil partnership receptions and funeral wakes (in accordance with the Welsh rules) must stop selling and serving alcohol at 10pm. The premises (or, in the case of a hotel, the part of the premises in which alcohol is consumed) must close by 10.20pm.
  • Premises serving food and non-alcoholic drinks, such as cafes, coffee house chains, fast-food restaurants and take-away premises that don’t have a licence for selling alcohol can remain open beyond 10pm unless they allow alcohol to be consumed on their premises.
  • Take-away delivery service providers, and restaurants, bars, pubs and cafes offering take-away services, can continue to provide food take-away delivery services beyond 10.20pm. However, food take-away deliveries cannot include any alcohol beyond 10pm.
  • Licensed premises serving food and drink at ports, airports, service stations and staff canteens and educational establishments can remain open after 10pm but must not serve alcohol after that time, and until 6am the following morning.

9.2 Table service rules

The sale or supply of food or drink for consumption within licensed premises, must be carried out with the reasonable measures specified in the Coronavirus Regulations. This means that customers must be seated in the premises anywhere other than at a bar:

  • When ordering food or drink
  • When being served with food or drink, and
  • When consuming food or drink.

See also section 6.2 with reference to the wearing of face coverings.

Licensed premises are also encouraged to use smartphone apps for customers to order and pay for food to minimise contact between staff and customers. If paying at the counter, social distancing should be maintained.

Where licensed premises provide food on a buffet basis, customers may select food from the buffet and return to where they are seated provided a distance of 2 metres is maintained between any persons at the buffet (except between two members of the same household, or carer and the person assisted by the carer). When the customer selects food from the buffet, a face covering should be worn to approach the buffet and hand sanitiser used. In order to minimise contact with high touch utensils, customers should not serve themselves from the buffet. Food should be physically put on the plate by staff rather than customers, and rigorous cleaning regimes should be maintained around the buffet area. If customers purchase alcoholic drinks at a cinema, they will need to be seated and served at a table.

Activity-led venues with licences to sell or supply alcohol such as bingo and snooker halls, and bowling alleys must ensure food and drink is ordered and served at the table. Other related activities such as selling bingo tickets, should where possible also be conducted at the table to minimise contact with other customers. The activities themselves (such as bowling or playing snooker) can take place away from the table, but customers are not allowed to do these activities together unless they are complying with the rule of 4 or they are from the same household.

Table service restrictions do not apply to establishments that are not authorised to sell or supply alcohol, but these establishments should consider if it is a reasonable measure to do so. Social distancing of 2 metres should however be maintained between customers whilst queueing at a counter to place their order, and if eating on the premises, food and drink should be consumed at a table.

10. Additional resources: providing and explaining available guidance

Many operators are members of trade bodies who, in turn, have developed helpful guidelines for their sectors to coordinate effort to help businesses be ready for re-opening. We have worked with the leading trade bodies and operators across the tourism and hospitality sector to link that work to this guidance.

Consideration should be given to the sector specific guidance and resources highlighted below, where relevant. Many include best practice documents, templates and more detailed sector specific advice on certain environments

UKH Cymru, working with UK Hospitality (UKH) has consolidated many parts of the tourism and hospitality sector into one guidance document: Covid-19 secure advice and risk assessments for hospitality businesses.

Whilst it is not comprehensive, it can be used in conjunction with the links below to provide further information and resources for your risk assessment. This hospitality guidance is applicable to businesses UK-wide and adaptable to local circumstances.

Further information and guidance

Business and employers: coronavirus guidance from Welsh Government will take you to general information regarding employer responsibilities and aspects such as funding and furlough (Job Retention Scheme) detail.

For further information and guidance, we have provided industry specific (e.g. UKH Cymru, Wales Tourism Alliance) links below to external or third party websites. Links taken to other sites are done so at your own risk and the Welsh Government accepts no liability for any linked sites or their content. Any link from us to an external website does not imply or mean that the Welsh Government endorses or accepts any responsibility for the content or the use of such website. In addition some industry specific sites may include UK government references which are not applicable in Wales.

10.1 Hotels and accommodation/hospitality businesses

Hotel and other accommodation:

UK Hospitality Cymru has published guidance which includes hotels and other accommodation.


In addition to the UKH Cymru guidance above additional sector guidance is available with resources and advice.

Caravan/camping/motorhomes and holiday parks:

In addition to the UKH Cymru guidance above additional sector guidance is available with resources and advice.

Hotel boats/Holiday boat hire and waterways:

Hotel and other accommodation:

UK Hospitality Cymru has published guidance which includes hotels and other accommodation.

Swimming pools:

10.2 Indoor and outdoor attractions, activity providers, tour guides, and coach/bus tour operators

Amusement parks, attractions and family entertainment centres:

Guidance has been published by UK Hospitality.


In addition to the UK Hospitality guidance The Association of Leading Visitor Attractions (ALVA) is also developing guidance for individual attractions amongst their members and sharing templates / best practice examples to enable risk assessments for indoor and outdoor attractions.

Culture and Heritage venues/buildings/attractions:

Welsh Government guidance. Other relevant guidance for museums has been drafted by the National Museum Directors Council.

Indoor and outdoor event venues (e.g. theatres, cinemas and concert halls and outdoor festivals):

Some will be covered by UK government guidance on events and entertainment.

Zoos and Aquariums:

British and Irish Association (BIAZA) has resources and guidance available for zoos and aquariums.

Reopening natural and cultural sites for recreation:

guidance published by Natural Resources Wales.

Activity and adventure providers:

additional guidance has been published by The Outdoor Alliance, Wales.

Tour guides:

Coach and bus tour operators:

Sport, recreation and leisure guidance:

including watersports, beach activities and boating

Heritage Railways:

to follow the Office of Road and Rail (ORR) Recovery plan

Public toilets:

10.3 Business events

This section covers business events, meetings, conferences, exhibitions, trade fairs and consumer shows (organised events) which take place in meetings, conferencing and exhibition centres. See below for references to relevant guidance.


The Meetings Industry Association has produced guidance specifically for conferences and meetings venues, which is also wrapped into the wider UK Hospitality guidance.

Exhibition and conference centres:

Guidance is available from the following industry bodies:

Catering requirements:

You should consider workplace guidance as well as relevant guidance on pubs and restaurants and the UK hospitality guidance for catering requirements.

10.4 Events guidance

Guidance for outdoor events and festivals is being developed in accordance with likely re-opening schedules - check back for this.


Downloadable posters and other resources:

Safety and physical distancing signs for employers: coronavirus on GOV.WALES
Behavioural signs and tools from Visit Wales on Cymru Wales brand site
Health and Safety Executive
Adventure Smart (guidance for visitors)

Annex: Christmas events FAQs

Organising Christmas events

Christmas activities such as winter wonderlands, light shows, reindeer trails and other similar activities are highly likely to constitute an event for the purposes of the Health Protection (Coronavirus Restrictions) (No. 4) (Wales) Regulations 2020. This may include cases where existing premises or attractions are augmented on a temporary basis (e.g. in relation to the festive season).

The definition of an event in the Regulations is broad:

“…an occasion— (i) which is planned or scheduled for a particular purpose, and (ii) at which any number of people are in the same place for that purpose, whether or not they are participating in a gathering.”

An event can, therefore, consist of a number of separate attractions.

Therefore, regulation 7 (prohibition on organising events) applies. In respect of an event that is wholly or mainly indoors, regulation 7 provides that no person may be involved in organising an event at which at which more than 15 people are in attendance excluding any person under the age of 11 or who is working or providing voluntary services at the event. For outdoor events, no more than 30 people may be in attendance excluding those under 11 or those working or providing voluntary services at the event.

Anyone planning to organise an event  will need to consider and plan very carefully including in relation to how numbers will be strictly managed to ensure that they do not exceed the maximum number of 15 or 30 attendees at the event site at any time. For example, if 30 people are in the event you cannot also have an additional 30 people queueing to enter. Regulation 35 of the Health Protection (Coronavirus Restrictions) (No. 4) (Wales) Regulations 2020 provides that it is an offence to contravene the requirements of regulation 7.

Anyone organising an event under these Regulations will also be required to undertake a risk assessment and to take all reasonable measures to minimise the risk of exposure to coronavirus including taking all reasonable measures to ensure that 2m distance is kept between persons who are not of the same household and not to sell or supply alcohol at the event.

There are limited exceptions, with the following not treated as events: 

  1. the showing of a film
  2. a market
  3. a religious service
  4. a sporting event at which only elite athletes are competing.

What about Christmas markets?

Markets are not treated as events for the purposes of the Regulations. However, those responsible for organising any Christmas markets must take all reasonable measures to minimise the risk of exposure to coronavirus.

Please see the guidance for retailers for more information.

Can I visit Santa’s grotto?

Yes, but if the grotto is part of a number of separate attractions, it is highly likely that the rules above on events will apply. The grotto organiser will also need to take all reasonable measures to minimise the risk of exposure to coronavirus. This includes social distancing whilst queueing, flows in and out, ventilated space if possible. Santa and anyone over 11 need to wear a face covering and maintain social distancing. Prospective Santas need to also consider exposure /any vulnerabilities and make judgement regarding putting themselves at risk. The rules on “gathering” together within the Regulations must be complied with.