The Dish A P U B L I C A T I O N O F T H E N E W H A M P S H I R E L O D G I N G A N D R E S T A U R A N T A S S O C I A T I O N
Issue No. 04 • July 2020 • Cover Photo: Machina Kitchen & ArtBar
NH'S First Ghost Kitchen
An Industry Adapts
Legal Advice
Great NH Restaurants innovates to meet delivery demand.
Restaurants share the creative ways they confronted change.
New COVID guidance for employers.
page 6
page 10
page 14
Inside YOUR GUIDE TO ISSUE NO.04
3
Leadership Letter
A note from NHLRA Chairman of the Board
5
Members Around Town
NHÂ hospitality industry news you might have missed
6
NH's First Ghost Kitchen
Great NH Restaurants on meeting the delivery demand
7
Pest Control During the Pandemic
Why pest control is still important during COVID-19
Patio at Tuscan Kitchen Salem
10 An Industry Adapts
Members share the creative ways they confronted change
14 Guidance for
Federal agencies continue to publish new guidance
18 NH Brewers Step Up
How our NH brewers raised over $15,000 for NHHERF
Staff at The Puritan
Employers on COVID
20 Establishing Customer How to assure cautious Confidence
Takeout at Old Salt
customers
Cover Photo of Machina Kitchen & Artbar in Keene by Kelly Fletcher/Kelly Fletcher Photography
Letter From the Chairman of the Board When the going gets tough, the tough get going. Having worked in restaurants my entire life, I’ve always understood the significance of this cliché. Tough times aren’t a “what if” scenario in hospitality; it’s “when and how tough?” And I’m fairly certain that the going has never been tougher on our industry than it was in the spring of 2020. We are proving our toughness daily. The resiliency, resourcefulness, and fierce determination of our industry has been on full display. NH restaurant and lodging members didn’t just react to the pandemic and subsequent shutdown orders, we shaped the response. This association’s work with local, state, and federal officials helped inform public policy, and blaze a narrow path between health guidelines and economic sustainability for businesses. Mike Somers and the NHLRA staff have remained front and center throughout the reopening process, setting the example for other industries. Our challenges remain plentiful. At present, the hospitality industry is being portrayed nationally as a hindrance to public health. Many states have reinstated shutdowns, and the combination of public trepidation and health impositions make profitability a distant aspiration for many operators. Yet NH is also emerging as a model for a nation that continues to grapple with best practices. Our collaboration between public health, elected officials, and industry leaders has proven
effective. NH may be the only state where economic hopefulness remains higher than virus case counts. We don’t know what lies ahead, but we know the effort we’ve undertaken has NHLRA members on arguably the best footing possible. If NH restaurants and hotels can continue operating in a conscientious manner, we have the opportunity to truly set our state and our industry apart. This will take a unified effort, and the NHRLA staff and Board of Directors pledges to continue to lead the charge. Jay Bolduc General Manager, Great NH Restaurants 2020 Chairman of the Board, NHLRA
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2020 Chairman of the Board
Jay Bolduc Great NH Restaurants 2020 VIce Chair of Lodging
Gail Batstone Duprey Hospitality 2020 VIce Chair of Restaurants
John Dunn
To-go at Rek'lis Brewing Co
Michael Timothy's Dining Group NHLRA President and CEO
Mike Somers NHLRA Director of Education and Workforce Development
Amie Pariseau NHLRA Membership Manager and Director of Workers' Compensation Trust
Samantha MacDonald NHLRA Social Media and Marketing Manager
Pamela Baker Ad rates and submission guidelines: nhlra.com
A server at Elm City Brewery www.nhlra.com | 4
MEMBERS
AROUND TOWN FUNNY CUSTOMERS
GUY FIERI COOKS HOP+GRIND
Customers at seacoast-
Network's Diners, Drive-ins, and
based Las Olas Taqueria are
Dives, Guy Fieri and his son Hunter
getting creative with their
cooked the Karate Pig Burger from
vehicle descriptions for
Chef Bobby Marcotte's Hop+Grind.
On a May episode of The Food
curbside pickup!
CHEERS TO 30 YEARS Congratulations to The White Mountain Hotel and Resort on celebrating their 30th
A NEW COMMON MANÂ Doors recently opened at the newest Common Man
anniversary this month!
Pictured are owners Gary, Carol, and Trevor Sullivan.
Photo by: Tom Eastman, Conway Daily Sun
Market, Deli, and Gas Station on South Willow Street in Manchester!
SEN. SHAHEEN VISITS POPOVERS U.S. Senator Jeanne Shaheen stopped by Popovers in Epping to hear from owners John and Steve about how COVID-19 has impacted their small business and their experience with the Paycheck Protection Program.
“Restaurant food delivery is here to stay, and we are proud to lead the way in New Hampshire providing what guests want and a new way to enjoy great food from Great NH Restaurants!” Tom Boucher
NH's First Ghost Kitchen GREAT NH RESTAURANTS ADAPTS TO MEET THE DELIVERY DEMAND
a ghost kitchen that is solely designed for the new demand of quality food delivered directly from their kitchen to local area homes and businesses. This is the first of its kind in New Hampshire!
By Great NH Restaurants Restaurants in New Hampshire have been showing their innovation from introducing Curbside Pickup, expanding Outdoor Dining, and developing Online Ordering Systems. Within the past few months, Great NH Restaurants (T-BONES, CJ’s Great West Grill, Copper Door) has worked hard to introduce all of these but wanted to take it a step further. CEO Tom Boucher recently announced the launch of DingDongDeliver.com,
DingDongDeliver.com features a variety of popular brand related items (such as T-BONES Chicken Pot Pie) as well as some packaged dinner options that only need reheating (like a Smoked BBQ pack for 4 that comes complete with ribs, brisket, baked beans, coleslaw, corn on the cob and watermelon).
They also feature Premium Reserve steaks, fresh ground burgers and marinated chicken for the home chef who wants to cook at home. DingDongDeliver.com offers delivery service only to Manchester / Bedford residents but has plans to expand eventually. Orders are placed by noon the day prior, and deliveries are made Thursdays, Fridays and Saturdays from 1pm – 5pm. You don’t need to be home for the delivery; orders are delivered in specialty tamper-proof coolers to keep everything cold and fresh. Tom Boucher, CEO of Great NH Restaurants states, “We’ve been working on this concept for quite some time now, but due to the current pandemic, we deciding to ramp up and launch right away.” Great NH Restaurants “ghost kitchen” is located at 66 Union Street in Manchester, and is staffed with a team of butchers, bakers and chefs preparing fresh meal packs. Boucher continues, “Restaurant food delivery is here to stay, and we are proud to lead the way in New Hampshire providing what guests want and a new way to enjoy great food from Great NH Restaurants!”
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SERVICES
WHY IS PEST CONTROL STILL IMPORTANT DURING COVID-19? by Modern Pest Services
Pest Control Remains Essential
Unfortunately for business owners and the economy in general, many businesses have had to close or severely alter how they operate during the COVID-19 (coronavirus) pandemic to help flatten the curve and stop the spread of the virus.One thing that hasn’t changed is the presence of pests. They’re still out there, still trying to get into our homes and businesses.
The pest control industry was declared essential by the U.S. Department of Homeland Security on March 19, 2020 because it provides services that are necessary to maintaining the safety, sanitation, and essential operation of residences and businesses.At Modern Pest, we agree that pest control is an essential service. A world without pest control would have more disease, more food shortages and hunger, and uncontrollable living conditions. So how could pests affect your business during the new normal, and how can Modern help you get through it?
And just because a business is temporarily closed doesn’t mean it’s vacant. Modern Pest is here to help!
Offering NHRLA members a free site evaluation!
“Many businesses had to suddenly close their doors when stay-athome orders were issued. This means that important sanitation steps may have been missed.”
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How Are Closed Businesses Affected? Many businesses had to suddenly close their doors when stay-at-home orders were issued. This means that important sanitation steps may have been missed. Restaurants are especially vulnerable to this because of food and food waste like grease being overlooked. Hotels have similar issues due to food left in guest rooms and onsite restaurants. In addition to food and water, pests also search for warmth and shelter inside structures. Some of the most common pests businesses will have to deal with during the pandemic are rats, mice, cockroaches, and flies.
OutSMART the Virus Modern’s Anticimex SMART technology is an intelligent, low-touch, 24-hour pest monitoring system for your business that gives you peace of mind when you can’t be there. It also monitors the hard to reach areas you don’t frequent anyway. Modern’s proprietary Anticimex SMART technology communicates directly with our offices when there is pest activity from mice, rats, cockroaches, or moths. That way, our Service Professionals only come out when it’s absolutely necessary. You have enough to deal with, let Modern worry about the pests.Modern is offering free SMART site evaluations. Click here to request your evaluation today!
The Modern Solution Since pest control is an essential service, Modern Pest is open for business even when you can’t be. Letting pest control issues get out of control during a pandemic is a threat to public health, food supplies, and infrastructure, not to mention your bottom line. Modern Pest is still performing our pest control services and adapting to the constantly changing world of COVID-19. Whether it’s our traditional Integrated Pest Managementbased ecocare program customized to your business or our 24/7 Anticimex SMART technology, Modern has you covered. Damage from pests can be unexpected and costly. Don’t be caught offguard. Call Modern today at 1800-323-7378.
MODERN PEST SERVICES NHLRA BUSINESS MEMBER
1-800-323-7378 Click here for free site evaluation.
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Outdoor Living and Dining Solutions By Sean Varley, Greater New England Sales
As a manufacturers’ representative company located in Bedford, NH, we cover all 6 New England states and NY. We have been in business for ten years with more than 30 years of combined experience. We specialize in outdoor living and dining solutions for commercial applications and the hospitality industry. The products we offer include natural gas or propane firepit solutions, fire and water features, premium outdoor polylumber furniture and cantilever umbrellas, high end shade solutions, and canopy products as well as container direct options for those who can plan ahead for outdoor furniture needs. We work closely with designers, general contractors, masonry hardscape companies, gas installers, restaurant and hotel owners, and are focused on helping guests get what they're looking for in an outdoor dining experience. Due to the COVID-19 outbreak, we are seeing an increase in alfresco dining on a massive scale unseen in the last decade.
Restauranteurs we have been speaking with are finding the parking lot and popup tent situation less than ideal. We help them solve these problems and find ways to save them money on solutions, without sacrificing customer experience. One solution is adding or increasing an outdoor dining area to increase capacity during busy hours, enabling the restaurant to increase profitability and avoid long wait times for customers. The interest level we have seen from the industry has been tremendous and we are already working on projects for this fall and beginning plans for the spring. Presently, we have availability for four to five additional projects for the 2021 season, so if there is a project an NHLRA member is considering for this fall or spring, please do not delay. For a free consultation, contact us at SVarleyGNES@gmail.com or 603-860-3980.
An Industry Adapts On March 17, New Hampshire restaurants and hotels were forced to close or pivot to a take-out only model under Governor Sununu's emergency stay-at-home order. NHLRA members share the creative ways they confronted crisis to survive.
The Common Man In almost 50 years of providing hospitality in New Hampshire, we’d never found ourselves facing times like these. This abrupt change forced The Common Man family to make some difficult decisions. The hardest - furloughing more than 650 of our employees statewide. We closed many of our locations, reduced our menu offerings, and operated with a dedicated management team. But with every challenge this pandemic presented, came the opportunity to be innovative, and we have worked every day to be creative while continuing to support our staff, our guests and our communities.
To support our furloughed staff, whom we call STARS, we provided a family meal daily, cooking up a hot and homemade dinner for their household. From March through mid-May, we prepared more than 1,700 meals each week. We also donated $10,000 to our own Employee Emergency Assistance Fund, and donated all gratuities left on take-out orders to that fund. Some of those donations went towards purchasing gift cards to help STARS with emergency needs like groceries, personal care and baby supplies until their unemployment benefits were received. We extended health benefits, created delivery positions to secure hours for staff, and worked hard to bring staff members back as quickly as possible.
In partnership with the New Hampshire Lodging and Restaurant Association, and in support of fellow hospitality workers across the state, we committed $10,000 to the New Hampshire Hospitality Employee Relief Fund. This fund provided one-time grants to employees of the hospitality industry who were impacted by COVID19.
The Common Man family's virtual $1,000 check presentation to the NH Food Bank from its Feed it Forward program, created during the Coronavirus pandemic.
During such a difficult time, we wanted to spread positivity and kindness. We worked with local artist Stacey Lucas to create colorful signs with uplifting messages and posted them near our restaurants. www.nhlra.com | 10
We honored our front line health care workers and first responders with a 50% meal discount, giving more than $8,000 in discounted entrees. We also donated family-size meals to local hospitals to feed doctors and nurses who were working around the clock. It's truly taken an uncommon effort to achieve what we have, together, these past few months. From those who work the front lines, to teachers and students adapting to remote learning, to parents balancing it all at home, and those of us in the hospitality business and other essential services that fought to stay open to serve New Hampshire. We’re touched by the kindness of our vendors and fellow hospitality businesses, and the support and generosity of our guests, and we’re so proud of the grit, drive and determination of the STARS in our Common Man family. We’ll keep focusing on safely serving you, and our communities, during these challenging times. Be safe. Be well. Do good.
Click here for a message from Common Man founder Alex Ray.
Rek'lis Brewing Co. Rek’-lis Brewing Co., located on Main Street in Bethlehem, NH, remained rek’-lisly resilient during the initial Covid-19 shutdown. Like other restaurants and breweries, Rek’-lis staff acted very quickly to create an online ordering system to offer delivery and curbside pick-up including beer which customers were very pleased about.
The team at Rek'lis Brewing Co.
When the Governor gave breweries the green light to open for Phase 1 and outdoor seating, Rek’-lis waited a week to finish up a few Covid-19 projects which included; a new reservation system, a bigger outdoor seating area in the field adjacent to the brewery with a Cornhole Corral, a Brewshed with a new deck, additional seating in the beer garden, and the conversion of the front parking area into more seating. In addition, the brewery added parking spots for curbside pick-up and a waiting area outside. With these additional seating areas, Rek’-lis’s outside capacity grew to accommodate people socially distanced comfortably. Part of our mission statement is supporting the community, so it only made sense for Rek’-lis to come up with ways to do so during this weird time. At weekly marketing meetings, a few ideas were brought to the table of how Rek’-lis could help the community during the shutdown. One of the ideas Nigel Manley, Spirit Manager, came up with was creating a fund for First Responders in Bethlehem, Franconia, Sugar Hill and Littleton. How? By creating Beer to Your Door t-shirts that customers could purchase to support the First Responders. With this fund, First Responders receive 50% off their meal at Rek’-lis.
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Another program was Rek’-lis For The Children. During the week, while kids were remote learning from home, they got one free meal daily from the kids menu to go. Many children in the area were no longer receiving school lunch and this promotion helped families during this time. Even during the shutdown, Rek’-lis continued to offer monthly tasting events, one being virtually through Zoom which was a great experience. And the next being outside with tickets being sold by table size. Coming up, Rek’-lis plans to have a soft opening in stages for the new expansion, and a Gin pairing in August. For the latest on operating schedule, menus, and upcoming events, be sure to visit www.reklisbrewing.com
Moat Mountain Brewery Re-opening indoors is no small task, and should never be treated as such, so we wanted to peel back the curtain of what we're doing.
Click the image for a video series highlting Moat Mountain's safety and sanitization steps!
We have hosted several free webinars to support COVID-19 best practices. Included within the resource center was information related to; THE IMPORTANCE OF LEADERSHIP DURING CRISIS MANAGEMENT CORONAVIRUS AID, RELIEF, AND ECONOMIC SECURITY (CARES) ACT THE NEW REALITY OF THE WORKPLACE THE 9 THINGS EVERY NH BUSINESS NEEDS TO KNOW TO REOPEN Independently, and also in collaboration with two of our insurance company partners (MMG Insurance and Cincinnati Insurance Co) we donated several thousand dollars to non-profit organizations and relief funds including: Ruck Up (Veterans support group), The Keene YMCA and the New Hampshire Hospitality Employee Relief Fund. We have been very focused on helping not only our clients, but all businesses in our area as they deal with the myriad of regulations, guidelines and new protocols that became part of their daily business life due to COVID-19..
Join us for an upcoming webinar presented by Clark-Mortenson and the NHLRA. Click the image below to register.
Clark-Mortenson Insurance From the onset of Coronavirus, we set up a free COVID-19 resource center for our clients and the public at large. We prepared and shared a vast library of information including resources on PPP, NH Stay at Home Universal Guidelines, FFCRA, Return to Work handbooks and much more COVID19 related material. www.nhlra.com | 12
LAW
FEDERAL AGENCIES CONTINUE TO PUBLISH NEW GUIDANCE FOR EMPLOYERS ON COVID By Christopher T. Vrountas, Esq. and Allison C. Ayer, Esquire, Vrountas, Ayer & Chandler, P.C. We might be reopening, albeit slowly. But COVID-19 is here to stay, at least for some time. To face this continuing challenge, federal agencies continue to update their legal guidance about the COVID-related obligations employers have to their employees. It can be challenging for businesses to stay current with all of these changes, particularly when it is already difficult enough just to re-start operations and run a business profitably. To make that process easier, here is a summary of some of the important developments coming from the federal government.
OSHA FAQ'S ON COVID In early July, the DOL published new COVID-19 specific FAQ’s intended to guide employers about the steps they can take during the pandemic
to comply with the Occupational Health and Safety Act (“OSHA”). The FAQ’s address a variety of important topics, including cleaning and disinfecting protocols, training, and handwashing facilities. The FAQ’s also address dealing with a COVID positive test and the controversial topics of cloth face coverings.
TESTING On the issue of testing, OSHA does not require employers to notify other employees if one of their coworkers gets COVID-19, but such notification may nevertheless be an advisable step to protect other workers from exposure to the virus that causes COVID-19. The DOL recommends that workers tell their supervisors if they have tested positive for COVID-19 sothat employer can take steps to protect other workers. Citing to the CDC Guidance for Business and
"It can be challenging for businesses to stay current with all of these changes, particularly when it is already difficult enough just to re-start operations and run a business profitably." employers, the DOL suggests that after a confirmed positive case, employers determine which employees may have been exposed to the virus and inform employees of their possible exposure to COVID19 in the workplace. The DOL also notes in its FAQs that in
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deciding exactly what and how an employer tells its workers about the potential exposure, the employer must maintain confidentiality of medical information. Additional safety steps in the case of a confirmed COVID case might also include cleaning and disinfecting, notifying other workers to monitor themselves for signs/symptoms of COVID-19, or implementing a screening program in the workplace (e.g., for signs/symptoms of COVID19 among workers), and following CDC recommendations for when employees can return to work after having COVID-19.
MASKS As far as cloth face coverings are concerned, the DOL has taken the position again that employers are not specifically required to provide cloth face coverings to their workers. However, the DOL notes in its FAQ’s that employers may choose to require face coverings nonetheless. The strong implication is that cloth face coverages offer an effective way to protect employees from the “hazards” of COVID-19 and requiring their use supports the employer in fulfilling its general duty under OSHA to provide a safe workplace. The DOL makes a point in its FAQs to distinguish between cloth
face coverings, which are not considered PPE, and surgical masks, respirators, and other face protection that are considered PPE required for certain industries under OSHA. As noted by the DOL, whether or not cloth face coverings are required by employers, they are NOT appropriate substitutes for PPE such as N95 respirators or medical face masks in workplaces where such respirators or face masks are recommended or required to protect the wearer.
What is clear from the FAQ’s is that the virus that causes COVID-19 is among the workplace hazards from which employers must protect their workers in accordance with OSHA. While OSHA may not specifically require employers to meet its guidelines (such as those about screening employees, cleaning and disinfecting, isolating sick
mployees, contact tracing for workplace exposure, and mandating cloth face coverings), the DOL offers these protocols nevertheless as useful steps for employers to minimize transmission of the virus and keep the workplace safe in fulfillment of OSHA obligations. And as always contact counsel for any specific guidance you may need.
For more articles from Vrountas, Ayer & Chandler, visit our blog on nhlra.com.
250 Commercial Street, Suite 4004 Manchester, NH 03101 (603) 782-8444 www.vaclegal.com
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Contact Pam Baker at pbaker@nhlra.com to be featured on this NHLRA member-exclusive tool
July 27 Lebanon
August 8 Concord
July 28 Portsmouth
August 12 North Conway
NH BREWERS MAKE AN IMPACT THE CRAFT BEER INDUSTRY DONATES OVER $15,000 TO NH HOSPITALITY EMPLOYEES With creative thinking, community support, and teamwork, five New Hampshire breweries came together over the spring to collaborate on a new beer to support the New Hampshire Employee Relief Fund. Great North Aleworks, Woodstock Inn Brewery, Moat Mountain Brewing Company, Smuttynose Brewing Company, and Great Rhythm Brewing Company donated 100% of the proceeds of Gratuity, a Pale Ale featuring Galaxy, Amarillo, and Lemon Drop hops, to the fund. Due to current COVID-19 guidance, an inperson collaboration was off the table. Great North brewed the beer and all five brewers donated the needed supplies and ingredients. Amoskeag Beverages distributed the beer statewide in May.
In the end, proceeds from the sales of Gratuity totaled over $10,000.
Click the image above to watch a virtual toast between the collaborators of Gratuity.
"The opportunity to say thank you to the hospitality industry who have helped us all build our business is something we cherish," said Great North in a press release. Cheers to creative thinking, support and teamwork!
community
A special thank you as well to Amherst Label, Wyeast Labs and D Coco Studios for their generosity and support in the making of Gratuity.
CRAFT BEER DONORS ACROSS THE STATE
Brewers from Stonefacing Brewing Co., Polyculture Brewing, Spyglass Brewing, and Able Ebenzer Brewing Co. also generously donated portions of their sales.
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Thank You To our New Hampshire Hospitality Employee Relief Fund Donors
If you are a New Hampshire hospitality employee who continues to be impacted by COVID-19, apply for assistance at NHHERF.org
Establish Customer Confidence Customers will be cautious when entering your restaurant for the foreseeable future. By Performance Food Service Implementing social distancing guidelines and keeping your restaurant clean will win confidence and loyalty from your customers.
Consider the following: Use your website, social media, and store signage to communicate the actions you are taking to keep your restaurant safe and clean. This should include how you clean, how you sanitize, and how often. Have staff members wear gloves, face masks, and hair restraints. Instruct staff to avoid congregating in areas where they are in view of the public. Ensure staff breaks are not in view of consumers. Make sure all areas in view of customers are kept clean throughout service. Let customers know that you source food from professional and reliable vendors. Make sure bathrooms are checked and cleaned multiple times throughout the day. Clearly post handwashing process in public bathrooms. Enforce clean uniforms are worn for service. - no exceptions. If operating an open kitchen, keep the kitchen clean and spotless. Kitchen staff must also be aware of their action and appearance.
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