On July 4th weekend, a San Francisco wedding celebration reportedly became a breeding ground for COVID-19. Following a rehearsal dinner gathering of 40 guests at the Harborview Restaurant and Bar, the wedding couple and at least eight of their guests from across the country tested positive for the virus. But according to an Eater report that addressed reviews of the restaurant’s policies for managing groups, as well as information relayed by a restaurant spokesperson, Harborview seems to have done everything right: They took such steps as spacing tables six feet apart, separating guests by household or family unit, plating food that they had previously served family style, and reminding guests to wear face coverings. After the outbreak, employees were tested and results came back negative. So what is a restaurant to do when it follows guidelines and takes the right precautions but must bear the brunt of bad publicity after an outbreak? Start by going on the PR offensive, collecting facts to demonstrate your commitment to safety, and sharing them with the media and on your social platforms. Partner with your health officials and describe what precautions you have taken, from new employee training procedures and protocols to virus testing to signage advising guests how to maintain safety – and publicize their findings in the news media, on your website and on your social networks. Take photos and video of your facility, introduce staff and talk about how your policies have changed since COVID-19. Finally, for the moment, rethink catering to weddings – and other gatherings where people set out to socialize and celebrate with friends and family, consume alcohol, and perhaps let down their guard and ignore precautions. They may be best left to large outdoor settings or until after a vaccine is readily available.
Like just about everything in a restaurant right now, technology is taking on employee health. New tools are helping restaurant operators test, record and even respond to employee health risks that may result in the spreading of a virus. Restaurant Business reports that DayMark’s Task Management app and Receiving Module record employee health details, including temperatures taken with an infrared thermometer. If the system identifies the person as “sick”, they cannot be assigned tasks. The same goes for a delivery driver, whose shipment can be refused if he doesn’t pass the health assessment. #foodsafety
In all likelihood, COVID-19 has made both your customers and employees more anxious about safety – and your customers may not fully appreciate all of the measures you and your staff have always taken to protect their health. A report from Modern Restaurant Management about the unforeseen challenges of the pandemic advises having a plan for managing both staff and customer responses to new stresses. Ensure your employees are clear on your new procedures and have been trained on how to respond to the range of new concerns they may hear from customers. Empower them to politely set boundaries with guests who demand precautions beyond the requirements of regulatory authorities. Make your expectations clear to your team about not only your service but their own health – they should know they should not ever risk coming to work while showing symptoms of illness. #foodsafety
At a time when your kitchen staff is making the extra effort to protect guests and themselves from coronavirus infection, it can be easy to overlook other critical safety precautions. For example, as you revamp menus and adjust your service model to accommodate supply chain challenges and social distancing, keep allergens in mind. Identify major allergens on your menus and communicate any substitutions you are currently using in longstanding dishes. Ensure that any digital platforms you’re using to process orders allow customers to alert you to their allergies as easily as they did previously. #foodsafety
Consumers are monitoring your adherence to new safety precautions. Increasingly, so are cameras. Last year, Domino’s launched a back-of-house camera system called Dragontail to help assess basic quality control measures, like whether pizzas were the proper shape. But as Spoon reports, Dragontail is now launching an AI-powered camera that can also help monitor kitchen safety – detecting whether gloves and masks are being worn and how often a workspace is sanitized, for example. Expect more of this to come as restaurants embrace technology and face increased scrutiny of their health and safety practices. #foodsafety
Your updated health and safety practices are only as good as the efforts of employees carrying them out. Now that protective equipment like gloves and masks have become the norm in restaurants, make sure your employees aren’t just wearing these items but are using them properly. This New York Times report about the new experience of dining out scrutinized some employee behaviors that didn’t reflect their parent company’s COVID-19 practices – such as a server not wearing gloves when delivering food to guests and another wearing a face mask below her nose. Does your training address how to place face masks and how they should fit on a person’s face? Does it detail who must wear gloves, when they must be worn and changed, and what your team must do when changing gloves to ensure they don’t contaminate food or surfaces around your establishment? Make sure your team is prepared to walk your talk when it comes to protecting safety.
While it’s critical to keep food preparation surfaces clean and sanitized, more is not better when it comes to sanitizer. As a Wake County Environmental Services report indicates, high concentrations of sanitizer can corrode equipment and make it more difficult to clean. They can also leave behind an odor or leave a bad taste on surfaces. Make sure you follow the manufacturer’s instructions and use chemical test strips to ensure proper concentration levels.
In the space of just a few months, hygiene has taken on a much-elevated role in hospitality. Zagat’s newly released Future of Dining Study found that nearly 75 percent of the 6,500 diners surveyed said health and safety were overwhelmingly the most important factors influencing their decision to dine at restaurants in the months ahead. And much like the guest opinions about your service and food that appeared on Yelp and Tripadvisor a few months ago, you can now expect consumers to scrutinize (and comment online about) the cleanliness of their experience with you, whether good or bad. Any additional checks you can put in place to protect your new health and safety policies may help you to both address health risks quickly and manage your online presence. Further, supplementary health and safety checks could become more prevalent in states where virus infections have spiked. For example, the Texas Restaurant Association and the customer feedback firm A Closer Look have partnered with Dallas College to develop a training, inspection and certification program for restaurants. Pyments.com reports that the program includes a mystery shopper-type component that allows a person to answer a three-question survey about the health practices they see at the restaurant. The information is then relayed in real time to the restaurant’s corporate offices – and may at the same time help give consumers the outlet they need to share a negative experience.
When Chipotle had to manage an E. coli outbreak in 2015, its actions paved the way for 2020. To earn customers’ trust, it overhauled its food preparation practices – and in the process created a solid foundation to operate during the challenging climate that is 2020. The protocols introduced, which Fortune said included washing hands between tasks, placing hand sanitizer at the door and changing air filtration systems, sound like a list of COVID-19 reopening guidelines. While the brand has made other operational changes during the pandemic, those changes have focused on paid sick leave, employee compensation and delivery tracking – while other brands have had to implement more sweeping changes. Could your restaurant’s longtime safety record help you create a better blueprint for safety now?
If you’re new to delivery or are using existing staff to help accommodate deliveries right now, make sure your delivery protocol keeps your staff, customers and food safe. Statefoodsafety.com advises you take some steps to safeguard your practices. First, make sure the delivery vehicle is kept clean and won’t attract pests. Package food securely and keep raw or allergenic foods separate. Use coolers or thermal blankets to keep food at proper temperatures en route. Finally, maintain social distancing when dropping off food to not only protect safety but to demonstrate your commitment to it.
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