COVID 19 - SEAA New F&B Processes & Ideas OUTLETS
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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
Restaurants & Bars mostly closed to public with Restaurants & Bars re-open for business with reduced very limited operation for inhouse guest outlet occupancy while maintaining social distancing. Outlets / kitchens open for takeaway and Delivery only (Refer to delivery & Takeaway Adherence to local government regulations on SOP / Guideline) acceptable new distance measures
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Phase 3
Restaurants & Bars re-open for business with normal outlet occupancy
Adherence to revised local government regulations on distance measures (if any)
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures - Phase 1 & 2 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) Cleaning and sanitation at least 2 times or more in a day in restaurant (Mandatory)
Shangri-La Travel and Temp Recording App.
All employees to wash hand every 30 minutes
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Photos
Country specific ALL
Mandatory
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
All F&B service, kitchen and stewarding staffs are required to wear a 3 ply masks during the whole time in the restaurant and kitchen. (Mandatory)
Pre-Arrival (Employees)
Chefs are always required to wear surgical masks when handling food and during the service period (Mandatory) All F&B service, kitchen and stewarding staffs are required to wear gloves when handling food items and sanitized food service ware (Mandatory)
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Additional Details and References Inspection during pre-shift briefing Gloves need to be changed every 30 minutes or every after task as per SFS policy. Every after task or 30 minutes is compulsory to do hand wash as per SFS hand washing policy.
Photos
Country specific ALL
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 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Increase frequent of disinfecting schedule in the restaurant before every meal period. (Mandatory)
Photos
Country specific ALL
Restaurant disinfection after closing (Mandatory)
Pre-Arrival (Restaurant Hygiene)
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Table, chair, baby chair to be disinfected by F&B employees before every meal period and after been use by guest (Mandatory) 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 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Photos
Country specific ALL
Every working station, hostess counter, cashier to be sanitized once every hour. (Mandatory)
Used mask to be disposed in the designated garbage bin. (Mandatory)
Pre-Arrival (Restaurant Hygiene)
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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 napkins needed to be taken from outlet to the disposable area, also the soiled napkins need to be put into a sealed disposable plastic bag immediately. Transport the disposables bags (soiled napkins) from outlet to laundry area in a container with cover. Wash hands immediately (Mandatory)
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP All outlets to adapt social distancing norms. (Mandatory) Pre-set up should be kept to a minimum. Table centerpieces should be limited and when used sanitized after each use. (Mandatory)
Additional Details and References SOP to be in line with local government policy where applicable or adapt the 11.5m distancing
Use of placemats to discontinue. (Mandatory) Cutlery to be wrapped inside napkin, including chopstick where applicable. (Mandatory) Shared dishes must be accompanied by sharing utensil or sharing chopstick. (Mandatory) Do not unfold guest napkin. (Mandatory)
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Cold/hot towels to be discontinued. (Mandatory)
Country specific Malaysia / PH • Distance between chairs is 1.5 meters • Distance between table is 2 meters Singapore • Distance between chairs and table is 1 meter • To prepare and display the "Do" and 'Don’t's" guidelines on the restaurant area. Refer to picture reference under "Photos"
Recommendation is for table to be clear until guests is seated.
Pre-Arrival (Restaurant Table Set-Up)
Photos
Use of Social Distancing signage where appropriate.
Disposable cutlery where mandated or recommended by local authorities.
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.
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP
Additional Details and References
Photos
Country specific Singapore
To limit the no. of entrance (Mandatory)
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All guests are subjected to temperature check before entering the restaurant. (Mandatory) Strictly no entry if the guest's temperature is more than 37.5 degree after second temperature check. (Mandatory)
Arrival
Hand sanitizer to be available at entrance point and offered to every guests. Hand sanitizer also to be on standby in key locations within the outlets. (Mandatory) Clear signage regarding mask usage where required.
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Hostess to invite guests to complete contact tracing info via the Shangri-La Travel and Temp Recording App. (Where applicable)
SafeEntry QR code for contact tracing in Singapore.
Australia • Guidelines encourage two entry points (one for entry/ one for exit) to limit guest contact. Shangri-La Travel and Temp Recording App. Before deciding to use this for your outlets, you need to FIRST need to: • Check local legislation • Check local PDPA laws • Get Local authority approval (if mandatory by local law)
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Arrival
New SOP
Photos
Country specific
Compulsory for our guests to wear mask when entering the outlet. (Mandatory)
Australia • Government has advised against the public wearing a facemask,
When queueing to enter the restaurant, guests should follow the 1 to 1.5m social distancing rule between person to person. (Mandatory)
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Maximum seating per table as dictated by the local government. If not available from the local government, follow the standard of 4 per table. (Mandatory) 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)
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Additional Details and References
Click here for SEAA Mask Case design asset Please contact local procurement for mask case supplier. Should hotel chose to use envelope in the interim for guests to store their mask, envelope to be printed with the graphics in the asset above.
BYO alcohol discouraged / no condiments or salt and peppers on tables, no water stations
Phase 2
Phase 1
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 (unless served in front of guests at bar). (Mandatory) Individual juice and milk bottles where possible.
During Meal (Beverage Service)
Storage of all cups and glassware should be kept upside down. (Mandatory) Individual water carafes to be use for each table. Placed upon seating, to be covered and refill, as necessary. (Mandatory) Bar snack individual portions or served covered when guests are seated. (Mandatory)
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Use of high-quality paper napkins and paper coasters at bars and lounges. (Mandatory)
Additional Details and References
Photos
Country specific
Phase 2
Phase 1
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, menu to be cleaned and sanitized after contact/use. (Mandatory) Plate covers to be used when bringing food from kitchen to table and to be remove 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)
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Salt and pepper shaker to be removed from table and offered when required. To be wiped down with sanitiser after each seating. (Mandatory)
Additional Details and References Guests are able to read through the menu with their own device by scanning a QR code link to the online menu.
Photos
Country specific Australia / Fiji • 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 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Contactless payment encouraged, followed by card payment to avoid physical cash contact (Non-mandatory) Bill holder and pen to be sanitize after each use by guest (Mandatory) Send E-receipt to guest (if possible) in order to reduce contact point (Non- mandatory)
Departure Experience
Table disinfection immediately after departure. (Mandatory) Change tablecloth after every guest. (applicable only for Fine Dining outlets) (Mandatory)
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SG safe entry QR code scanning when guests departing (for exit) (Mandatory only for Singapore)
Additional Details and References QR code image to be placed at the entrance point
Photos
Country specific Singapore • SafeEntry QR code / Singpass, IC or passport registration.
Phase 2
Phase 1
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
Photos
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 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Guests recommended to wear mask when going and 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)
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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)
Additional Details and References
Photos
Country specific
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Lunch/Dinner concept. All you can eat dishes served in small portions prepared to order and bring to your table. No menu, used only attractive dish photos and names where will be located as placemat or board at the food station.
Buffet NOT Allowed
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A la Carte Option, menu can be presented by scanning the QR code or placemat
Additional Details and References
Photos
Country specific
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Breakfast change from buffet to a la carte for walk in guests, for in house guest pre-order taken and served either in the room or in the restaurant
Contactless menu if available
Buffet NOT Allowed
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Should hard copy menu be used, menu to be cleaned and sanitized after contact/use. (Mandatory)
Additional Details and References Guests can access breakfast buffet menu items on their smart phones and select individual menu items that can then be packaged and taken away or served to their restaurant table or room at the specified time
Photos
Country specific
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures - Phase 1 & 2 Stage in Costumer Journey
New SOP
All colleagues to wash hands and sanitise before entering dining room. (Mandatory) Contactless sanitisers provided in the lockers and at convenient locations at the heart of house. (Mandatory)
Colleague Dining Room
All colleagues to wear masks when attending buffet stations. (Mandatory) Staggering meal timing and extended operating hours to manage crowd flows and practice safe distancing as per local regulations. (Mandatory) Seating capacity reduced per local regulations. (Mandatory)
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Group size limitations applied per table based on local regulations. (Mandatory)
Additional Details and References
Photos
Country specific
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Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures - Phase 1 & 2 Stage in Costumer Journey
New SOP
Furniture in the dining room rearranged to maintain safe distancing of at least 1-1.5m or based on local standards. (Mandatory) Queue management at buffet to maintain safe distancing. One way flow allowed only. (Mandatory)
Colleague Dining Room
Food and beverage items must always be covered. (Mandatory) Food to be displayed in single portions. (Where applicable)
Flatware to be provided as a rollup or single packed. (Where applicable) Condiments including salt and pepper, sugar and other sauces to be served in individual packages. (Where applicable) 19
Additional Details and References
Photos
Country specific
ALL
Phase 2
Phase 1
COVID-19 F&B Guideline – New Standard Operating Procedures - Phase 1 & 2 Stage in Costumer Journey
New SOP
15-minutes gaps for full sanitization of dining room, buffet and kitchen areas between group. (Mandatory)
Tables to be cleaned and sanitized after each use. (Mandatory)
Colleague Dining Room
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All shared equipment/surfaces including utensils, crockery, serving trays and tabletops to be sanitized before and after each use. (Mandatory)
Additional Details and References
Photos
Country specific
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New Business Opportunities
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COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details Two credit vouchers in denomination of $50 (sold at $35 per voucher) and $30 (sold at $24 per voucher) to be redeem once outlets reopen. Vouchers can be purchase via Fusion.
Three days flash sales preopening vouchers
Supporting Image
Property Specific Product HJOG
All dine-in guest will get $10 return voucher per receipt to encourage future revisit to the outlets. THKL
Return Vouchers
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Selling F&B Value vouchers worth RM100/ 200/ 500 for dining at F&B outlets. Validity of vouchers is recommended for a period of 12 months. This can be done via the hotel’s microsite or third party food promotion sites example Fave
Property Specific Financial Targets Total of 100 vouchers
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Local sourced products and ingredients
Grocery Store within the hotel for service apartment and residence
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Product details To build sustainable culinary dishes utilizing seasonal products and ingredients from local or community partners To support and engage with local agricultural and fishing communities
Creating an online grocery store where guest can buy products which they can't find in a normal grocery store and they can cook at home their meal
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Virtual engagement with customer base and media
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Product details Zoom classes with Media to introduce new lines of food and beverages • Mixology classes, e.g. Bee's Knees gin • Cooking classes (create a 4 episode zoom class – weekly basis introducing different signature dishes of outlets and keep media engaged over a longer period of time)
Zoom meetings for guests – Happy Hour packages sent to different locations that include alcoholic beverages, snacks and games that can be played among multiple participants via zoom (trivia games, charades, etc.)
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details Takeaway buffet offer targeting locals Pricing by size of takeaway box (Small / medium / large) Available 45-60 mins before buffet closing time
Grab and Go Buffet
Guest buy box and self-serve to fill up box No dine in allowed at this price Only one visit to the buffet for self-serve
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Supporting Image
Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details 1 meter plate for bulk purchase Pricing by number of items or item grade (silver/gold/platinum) or ($50 / $70 / $90) etc Available for starter/dessert
1 meter Plate (bulk purchase by price range)
Hot dish will be served with choice of A la carte Everything will be served to the table based on choices Onetime refill will be offered
Plate can be shown supporting for social distancing
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Supporting Image
Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details Pay per dish concept
ADD Marketplace Food Hall POP UP Concept Replacement of buffet
Pilot Hotels Next Steps May - June 2020
Ala carte dishes promote freshness, quality and instills a sense of safety.
Work with regional resource on overall concept story
Healthy and high-quality ingredients
Minimum of 5 stations with short 6- 8 dish menus
Targeting the Value driven market
PNL and financial comparison Food hall VS Buffet to work out financial targets
Interactive Kitchen environment Menus Friendly, no fuss service Marketing message Simplistic Pop-Up look and feel
Fun, embracive music selection
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Supporting Image
Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details Poolside dinners Veg garden / farm lunch, dinners, picnics. Garden picnics- Think wooden table, benches/ umbrella Cooler picnic hampers to go- a fun experience for the family Jetty lunch/ dinners
Private dining experiences
Wine dinners at the beach/ garden- live stations prep the dishes with wineguests pick up – no staged boring sequence, good music, casual, fun Gazebo/ beach dinners - A more relaxed casual offer. Target families also Outside catering at company premises or private residence Breakfast /Lunch near the golf driving range
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Supporting Image
Property Specific Product Build up a library of great set ups and ramp up the positives of private dining. Menus Possibility to build into the package before guest arrives
Friendly price ranges
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details New platform on Grab app for dining vouchers sales. No commission, only admin fee
Online Platform
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Expand aside Grabfood, FoodPanda, i.e. Microsite, GoGet, Hungrygowhere, Fave, Beepit
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Property Specific Product All 4 hotels in SG – Active June 2020
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details To invest/ create an icon on social media (Instagram/Facebook) direct link to online ordering website (Microsite) or WhatsApp To invest/ create buzz via social media on: 1) More posting on food of takeaway, delivery and drive through, Instastory, live story from guest and encourage staffs and shared posting
Social Media
2)Local celebrity endorsement for food takeaway, delivery and drive through and promote via Social media – Creating buzz 3)Following social media trend/ live story – cooking lesson by Executive Chef (Facebook live story) 4)Invite local Chef to work on 1 local dish and have this promoted throughout a period specifically for Takeaway, Delivery & Drive Through. Create some social media buzz with this.
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
Create social content Recipes At home cocktail kits outlet signature dish DIY
Virtual engagement on social platforms
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#shangrilaathome
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
Develop Industry specific offers Flash sales Bundle deals & Partnerships
Tactical to drive covers
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Supporting Image
Property Specific Product
Pilot Hotels Next Steps May - June 2020 Develop 3 key outlet wide offers to diver covers
Property Specific Financial Targets
Tactical to Drive Covers
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COVID-19 F&B Guideline Tactical to Drive Covers These may be property specific New Business Opportunity
Product details Cafes / To Go outlet : Tea-time hour promotion from 3-5pm, affordable/ discounted pricing – Freshly prepared local snacks, example, homemade curry puffs, only fried when ordered. ‘Smells Sells’. Creating activity at an outlet will draw attention to it.
Promotion Ideas
Takeaway & Delivery flash sales – On a particular hour, one chosen day in the week – give out a good discount on a particular item (hotel to decide), featured on social media platforms as well. Order more than RM250 from our Takeaway Menu and get a free ‘signature item’ for free. It has to be a substantial item that will be worth while to consider. THKL is considering Nasi Lemak cake
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Create bundle set promotion i.e. Family Meals for 2, 4, 6 & 8 persons for takeaway & delivery.
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline Tactical to Drive Covers These may be property specific New Business Opportunity
Product details Pay RM250 and dine in unlimited for 1 day with terms & condition applies. Participating hotel to decide on the mechanics. Frontlines (Police, Army, medical staffs) discounts for takeaway, delivery and drive through – 30% off or a buy 1 get 1 free deal
Promotion Ideas
GC member: GC discounts or points accumulations for takeaway, delivery and drive through Hotelier discounts – 30% off and applicable to Hotel staffs – 30% off. Senior citizen patronizing Hotel’s Café or ‘To Go’ outlet – Special price or 50% discount / Purchase 1 item and get 1 free coffee
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline Tactical to Drive Covers These may be property specific New Business Opportunity
Product details Children dining at GCC & GUP – Complimentary – Accompanied with parents, maximum 2 children only below the age of 12 years
Promotion Ideas
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When the hotel opens when CMCO is lifted, the hotel should consider offering free coffee to Police Personnel via Drive Through – CSR. Hotel to decide on the duration of this CSR campaign (1 day/1 week/1 month) to show appreciation for their hard work and dedication throughout MCO & CMOC period. Seek assistance from hotel’s Security Manager to inform Police Authorities of this initiative
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Property Specific Product
Property Specific Financial Targets
COVID-19 F&B Guideline Tactical to Drive Covers These may be property specific New Business Opportunity
Product details Tie up with Tactical Rooms promotion – offering 20% discount for food & beverage, terms and conditions applies
Promotion Ideas
To sign up a 3 to 6 months contract with Corporate Clients to provide packed lunches for their employees on a daily basis, working with Sales & Marketing on this initiative To work with Banks and Credit Cards offering more than the usual 20% discount. During this period, may negotiate with the Banks to provide a 50% discount, of which the hotel will absorb 25% and the Bank absorbs 25%
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Property Specific Product
Property Specific Financial Targets
Appendix _ Optimization plan
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COVID-19 F&B Guideline - Outlet revenue optimization All point is adding up by scenario Business scenario
Occupancy < 50%
50%< Occupancy < 90%
Menu Optimization Optimizing Dining area Review Menu for reducing items to increase Utilizing unused outlets for Dessert Area service speed to decreasing dining hours Using RevPASH indicator to review Revenue Review menu for adding Up-sell/ add-on per available seat to find opportunities to options for increasing average check increase revenue per available seat Consumer behavior Revenue Understand consumer trend and behavior Optimization changes
Ideas
Marketing activities Optimizing 3rd party platform Finding new resources or platform
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Consumer behavior Utilizing entrance of restaurant or other area to display retail items for not only increasing visibility but also to increase chance of purchasing Review check details to understand consumer behavior with dishes
Occupancy > 90%
Optimizing Dining area Review operating hours to have 2 seating opportunity with extending operating hours Consumer behavior Offer welcome drink/ snacks in the waiting area for entertaining waiting time
COVID-19 F&B Guideline_Cost calculator Will help to understand Cost and daily covers click here to find a tool
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THANK YOU