COVID 19 - SEAA New F&B Processes & Ideas BANQUET
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New Standard Operating Procedures
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COVID-19 F&B Guideline Outlets – New Standard Operating Procedures Phase 1
Phase 2 Current Phase
Phase 3
Banquets and conferencing venues are closed to public with very limited operation for inhouse guest
Banquets and conferencing venues re-open for business with reduced capacities while maintaining social distancing
Banquets and conferencing venues re-open for business with normal capacities
Adherence to local government regulations on public gathering & acceptable new distance measures
Adherence to local government regulations on public gathering & acceptable new distance measures
Adherence to revised local government regulations on public gathering & distance measures (if any)
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Staff body temperature will be measured when they report to duty at staff entrance and recorded via the Shangri-La Travel and Temperature Recording App. (Mandatory)
Pre-Arrival (Employees)
Additional Details and References Any staff member with body temperature of > 37.5 not allowed to work and sent to appointed clinic for health check
All F&B employees are strictly to comply with SFS Policy 43 personal hygiene and Policy 5 handwashing (Mandatory)
Shangri-La Travel and Temperature Recording App.
All employees to wash hand every 30 minutes
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Pre-Arrival (Employees)
New SOP
All F&B service, kitchen and stewarding staffs are required to wear a 3 ply masks during the whole time in the function space and kitchen. (Mandatory)
Inspection during pre-shift briefing
Chefs are always required to wear surgical masks when handling food and during the service period (Mandatory)
Every after task or 30 minutes is compulsory to do hand wash as per SFS hand washing policy.
Wear gloves when handling food items and sanitized food service ware (Mandatory)
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Additional Details and References
Gloves need to be changed every 30 minutes or every after task as per SFS policy.
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Country specific
Australia • Government has advised against the public wearing a facemask, https://www.health.gov.au/sites/de fault/files/documents/2020/04/cor onavirus-covid-19-information-onthe-use-of-surgical-masks_0.pdf
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Pre-Arrival (Hygiene)
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New SOP
Additional Details and References
Dishwashing wash cycle temperature between 55°c to 65°c and final rinse between 82°c to 86°c. *Refer policy SFS Policy 13
All glassware and chinaware must run through the dishwasher daily before service begins. (Mandatory)
Final utensil temperature to be more than 71°c. *Refer policy SFS Policy 13 (Mandatory)
All glassware and chinaware must be handled with gloves which needs to be changed every 30mins. (Mandatory)
Ice Machines – Sanitise the scoops after every use, handles and doors every hourly (Mandatory)
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Function rooms are sanitized and disinfected before and after every event. (Mandatory) Seat covers and tablecloths are washed daily before and after each function. (Mandatory)
Pre-Arrival (Function Space Hygiene)
All the utensil to be covered by clean cloth before closing (Mandatory) Colleagues to wear disposable gloves and mask while sorting or handling soiled outlet linen/napkins. Soiled linen needs to be taken from function rooms to the disposal area, also the soiled linen need to be put into a sealed disposable plastic bag immediately. Transport the disposables bags (soiled linen) from function room to laundry area in a container with cover. Wash hands immediately. (Mandatory) Meeting stationary are sanitized before setting up on tables and to sanitized after collecting back. (Mandatory)
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Additional Details and References
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP To limit the no. of entrance (Mandatory)
Arrival
Hand sanitizer available for guests use
All guests are subjected to Masks on standby and made temperature check before entering available only upon guest's the restaurant request (Mandatory) For group arrivals – Strictly no entry if the guest's encourage staggered temperature is more than 37.5 arrivals degree after second temperature check. (Mandatory) Hand sanitizer to be available at entrance point and offered to every guests. Hand sanitizer also to be made available in key locations within the function area. (Mandatory) Clear signage regarding mask usage where required.
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Additional Details and References
Queue management system such as signage and floor markers to be used.
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Country specific Australia • Guidelines encourage two entry points (one for entry/ one for exit) to limit guest contact.
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Arrival
New SOP
All guests to be invited to complete contact tracing info via the Shangri-La Travel and Temp Recording App before entrance into function space. (Where applicable)
Arrival
Organizer need to submit name list of participants with contact number/email for temperature tracking Organizer need to submit name list of participants with last 14 days travel history (Where applicable)
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Additional Details and References
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Country specific
Shangri-La Travel and Temp Recording App.
Singapore
Before deciding to use this for the functions and events, you need to FIRST need to : • Check local legislation • Check local PDPA laws • Get Local authority approval (if mandatory by local law)
SafeEntry QR code for contact tracing in Singapore.
METTING NAME DATE PIC COMPANY NUMBER OF PARTECIPANTS
- Temperature file check should be kept for 6 months - Procedure for sick guest should be in place Management to be aware of attendees with high risk historical travel
N. 1 2 3 4 5 6 7 8 9 10 11 12 13
NAME Roberto Leone Glendon On Jose Sanles
CONTACT NUMBER/EMAIL roberto.leone@shangri-la.com Glendon.on@shangri-la.com jose.sanles@shangri-la.com
TEMPERATURE TRACK
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP All function to adapt social distancing norms (Mandatory)
Additional Details and References SOP to be in line with local government policy where applicable or adapt the 1-1.5m distancing
Reduce seating capacity, allowing for minimum 1-meter distance between chairs (Mandatory)
Table signage regarding banquet cleaning and sanitization effort.
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Malaysia / PH • Distance between chairs is 1.5 meters • Distance between table is 2 meters
Australia • 1.5M social distance between guests, maximum of one guest per 4sqm. Floor markings encouraged to differentiate different spaces and distancing. Takeaway pickup area as separate designation.
Prominent signage to encourage social spacing, no hand-shakes, etc.
Restroom Attendant to manage occupancy at any one time.
Country specific
Singapore • Distance between chairs and table is 1 meter
Tables are set-up with minimum 2meter distance to adjacent table (Mandatory)
Arrival
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Use of Social Distancing signage where appropriate.
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Compulsory for our guests to wear mask when entering the function space. (Mandatory)
Arrival
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Mask case / envelope on every seat for guest to store their mask together with and anti-bacteria alcohol wipes to be made available on table. (Mandatory)
Country specific Australia • Government has advised against the public wearing a facemask,
Mask wearing during the duration of the meeting will be subjected to local regulation. When queueing to enter the function space, guests should follow 1 to 1.5m social distancing rule (Mandatory)
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Click here for SEAA Mask Case design asset Please contact local procurement for mask case supplier. Should hotel choose to use envelope in the interim for guests to store their mask, envelope to be printed with the graphics in the asset above.
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Individual water carafes for each attendee or several auto dispensing water stations throughout the function space. (Mandatory) Stancap on glass set at table. All glasses to be replaced at break. (Mandatory)
Arrival
Guest/Attendee should use new glass at every refill if using water station. (Mandatory) Discontinue sharing mints/candies bowl. To be individually packed and set for each individual setting. (Mandatory)
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All AV equipment to be sanitized after every use. Microphones in specific to be sanitized between use. (Mandatory)
Additional Details and References
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
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Local regulation apply. If not available, to use the following: Set up: Round tables
Table Set-up
5 ft dia – 4 pax 6 ft dia – 5 pax 7 ft dia – 6 pax
Distance: Minimum 1-meter distance between chairs
Local law of maximum 4 Pax per table - Malaysia
Minimum 2 meters distance between tables
Local regulation apply. If not available, to use the following:
Table Set-up
Set up: Classroom Set up 1 chair per IBM table
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Malaysia Max 1 pax per IBM table
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Local regulation apply. If not available, to use the following:
Table Set-up
Set up: U-shaped table
Distance: 1-meter distance between chairs
Local regulation apply. If not available, to use the following:
Table Set-up
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Set up: Boardroom table
Distance: 1-meter distance between chairs
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Additional Details and References
New SOP
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Local regulation apply. If not available, to use the following:
Table Set-up
Set up: Theater
Distance: 2 meters distance between chairs, side and front
Considering Safe Social Distancing, the following setup is not recommended (Adherence to local government regulations on public gathering & acceptable new distance measures)
Set-up Not Recommended
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1) Cocktail Events 2) Dance floor 3) Physical team building activities 4) Group photo sessions
Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References Local regulation apply. If not available, to use the following: Distance: 1-meter distance between chairs In this setup, the guests sitting in the center will have his/her knees against the table legs.
Set up: Western Style Long Table for Wedding
Table Set-up (Alternative to Banquet rounds)
To overcome this, a "table joiner" can be used to create that extra leg space for the guests. Specification: Table Joiner size 4ft x 2.5ft with 5inch free space for joining. Top layer thickness 0.5cm. Middle thickness 2.2cm including support wood) Using masking tape to stabilize the joints.
Utilize table molton to level the table surface. 16
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Cutlery to be wrapped inside napkin, including chopstick when applicable. (Mandatory) Family style or Shared dishes must be accompanied by sharing utensil or sharing chopstick. (Mandatory) Do not unfold guest napkin. (Mandatory)
During Meal
Cold/hot towels to be discontinued. (Mandatory) Table centerpieces should be limited and when used sanitized after each use. Do not re-use floral centerpieces. (Mandatory) Condiments to be served individually. (Mandatory)
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Disposable cutlery where mandated or recommended by local authorities.
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Use stancap for all beverage service, both hot and cold beverages (Mandatory) Individual juice and milk bottles where possible.
During Meal (Beverage Service)
All glassware and chinaware must run through the dishwasher daily before service begins. (Mandatory) Storage of all cups and glassware should be kept upside down. (Mandatory) Individual water carafes to be used for each table. Placed upon seating, to be covered and refill, as necessary. (Mandatory)
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Additional Details and References
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Contactless menu if available. Should hard copy menu be used, one-off disposable menu to be used Plate covers to be used when bringing food from kitchen to table and to be removed at tableside. (Mandatory)
During Meal
All F&B service employees need to serve guests with masks on during meal service. (Mandatory) Hand sanitizer is available at every station for staff to use. (Mandatory) Salt and pepper shaker to be removed from table and offered when required. To be wiped down with sanitiser after each seating. (Mandatory)
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Additional Details and References
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Country specific Australia • Food covers are not common practice in Australia and have not been recommended as a guideline from the government. • Buffets / food on display strongly advised against / limit share items. • Menus advised to be laminated. For FIJ this is recommended due to technological constraints. • Recommendations for Australia (FIJ likely to follow similiar practice) here http://rca.asn.au/rca/ wp-content/uploads/2020/05/RCARestaurant-Reopening-BestPractice-Guidelines-May2020.pdf?fbclid=IwAR3JaTlXa8QNxV BCDsOrZNyyojxBUvRyanDrxZMe6K8 FbRKleIEY8843ORI
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Contactless payment encouraged. (Non-mandatory)
Bill holder and pen to be sanitize after each use by guest. (Mandatory)
Departure Experience
Tablecloths/napkin/chair covers are bagged (fully enclosed) and taken to Laundry. Colleagues must wear gloves and mask during clearance and transport. (Mandatory) Collect all pens at the end of day, disinfect and replace for next day. (Mandatory) All banquet equipment (stage pieces, podium, buffet tables, guest tables and chairs) must be sanitized after an event/meeting. (Mandatory)
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Additional Details and References QR code image to be placed at the entrance point
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Country specific Singapore • SafeEntry QR code / Singpass, IC or passport registration. • SG safe entry QR code scanning when guests departing (for exit) (Mandatory only for Singapore)
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Dishes to be cooked a-la minute. Any display is solely for visual purposes and displayed food cannot be served to guests. (Mandatory) Chef assisted service around buffet area at all time. (Mandatory)
Buffet Guideline
Hot and cold holding as per SFS policy and time and temperature has to be recorded for tracking (Mandatory) Sneeze guard or covers need to be used to avoid human contact with food display (Mandatory) Pre-portioned single served when required. (Mandatory).
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Chefs on station and back of the house need to wear mask at all the time (Mandatory)
Additional Details and References
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Country specific Australia / Fiji • Recommendation against buffet, open food displays (Fiji to have similiar guest resentement as this will initially be major guest feeder market.
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Guests recommended to wear mask when around buffet area. (Mandatory)
Buffet Guideline
In & Out measures at all buffet stations -Queue managers and signage in place for entrance and exit -Single point of entry and exit -All entrances manned to control number of guest at the buffet at any given time (Mandatory) Signage and floor markers to maintain proper distancing. (Mandatory) No plates stacked at the buffet counters. All plates to be handed to guests at buffet entrance points by colleagues with gloves and face mask. Colleague require to replace gloves every 30 minutes. (Mandatory)
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Additional Details and References
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Country specific
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
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Availed pop up station which are man by Also create a culinary jurney and a chef and items are cook a la minute expose our talented chefs
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Utilize mobile refrigerated chiller display Items to be individual portion or warmer display where possible similar garb to go style
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Buffet Ideas
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Family style sets served per table Family style must be accompanied by individual serving tongs or chopstick. (Mandatory)
Buffet Not Allowed
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Meeting package coffee break and lunches to be served individually
Additional Details and References To develop on menu selection and products presentation options, where apetizer, soup and dessert are served individually
Develop set of rotating menus changing daily
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Country specific Based on market need
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
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Country specific ALL
Themed bento boxes
All dishes / meals will be served in bento boxes with daily rotations in place Menus to be designed based on guest needs
Buffet Not allowed ALL Set menus
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A choice of per fixed menus or a la carte selection where guest can create their personalized menus
Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
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Country specific ALL
Coffee Break
Miniature buffet
Individual portions of sweet and savory dishes, can be displayed in creative way (If buffet is allowed as per local regulation)
Coffee break snack items to be individually packed and served
Individually plated coffee breaks recommended Food presentation according to hotel OE and size of event Suggested options include • Bento box • Take away containers • Single plated • Set on tray
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Phase 1
Phase 2
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Beverage self service
Beverage bars and tea/coffee stations
New SOP
For self-service only single portion to be made available (Mandatory)
For all beverage bars & tea / coffee stations where individual portioning of drinks is not possible, station must be manned and serviced by a hotel colleague at all times. (Mandatory) Colleague needs to serve guests with masks on during service (Mandatory)
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Additional Details and References
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