COVID 19 - SEAA New F&B Processes & Ideas TAKEAWAY & DELIVERY
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New Standard Operating Procedures
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Phase 2
Phase 1
Phase 3
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
New SOP Staff body temperature will be measured when they report 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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Mandatory
Phase 2
Phase 1
Phase 3
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Costumer Journey
Pre-Arrival (Employees)
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New SOP
Additional Details and References
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)
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)
Gloves need to be changed every 30 minutes or every after task as per SFS policy.
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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
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References
1) Contact Free Delivery
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(To use standard Collaterals and Image)
Keep social distance throughout the delivery process Payment should only be done via online transaction Associates to hang food package/s on guest’s door. Staff will ring the guest’s house door/gate bell and take a 1m step back while waiting for guest to come out to take the food.
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SFS : Other Violation – Environment Hygiene Hazard
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Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
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2) Safe & Environmentall y Friendly Food Packaging (To use standard Collaterals and Image)
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Ensure that hot and cold food packaging are individually sealed off with the hot and cold food take away instructional stickers. (Refer to pt 9 below) Associates who prepared the meal to write their name and indicate their last checked temperature SFS : Other Violations – Reusable Packaging (section on use of food grade and proper storage) Single used plastic is not permitted
Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References •
3) Regular Disinfection Process (To use standard Collaterals and Image)
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Staff must clean and disinfectant the mode of transport before and after delivery.
SFS: Food Handlers: • P5 Hand Wash Station • P6 Personal Hygiene and Safety Wear • P43 Personal Hygiene Habits SFS: Equipment and Facilities: • P11 Ice Machine • P12 Slicers – Rotary • P13 Warewashing • P22 Kitchen Equipment and Tools • P47 Ice-Cream Machine and Scoop • P46 Kitchen Waste Handling and Chemical Storage • OV 1 Cleaning & Sanitation • OV 6 Food Transportation • OV 7 Chemical usage
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Country specific Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
4) Gloves and Masks during Preparation (To use standard Collaterals and Image)
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New SOP / Additional Details and References SFS: Food Handlers: • P5 Hand Wash Station • P6 Personal Hygiene and Safety Wear • P43 Personal Hygiene Habits • P52 Leadership, Training and Discipline • Other Violation - 8 Training and Documentation Competence
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Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
SFS: Food Preparation: • P24 Secondary Shelf Life • P25 FIFO • P30 Refrigerator and Freezer Storage •P32 Refrigeration Temperature and Maintenance •P41 Vacuum Packaging •P42 Dry Storage •P1 Plastic Cutting & Chopping Board and Knives
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
5) Gloves and Masks during Preparation (con't) (To use standard Collaterals and Image)
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New SOP / Additional Details and References SFS: Food Preparation (con't): •P1A Preparation of High Risk Food •P8 Chilling Hot Food •P14 Thawing •P31 Cooking Temperature Requirements and Reheating Food •P51 Moon Cake Production •P56 Raw Egg Awareness •P20 Hot and Cold – Transfer and Holding Food •P34 Awareness on Food Allergens •P38 Bar Counter Inspection •P55 Outside, In-House and ADD Catering – F&B Handling
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Country specific
Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
6) Team Member Wellness Check (To use standard Collaterals and Image)
New SOP / Additional Details and References • Daily temperature check at security before entering the hotel for duty. SFS: • P43 Personal Hygiene Habits
(To use standard Collaterals and Image)
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Country specific
Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
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7) Certified Suppliers and Products
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All suppliers to pass hotel’s internal or HQ appointed audit.
SFS: • P53 Receiving inspection • P57 Supplier Assurance Program
Mandatory Apply to all countries unless related higher local regulation standard. Click here for Asset Package
Phase 2
Phase 1
Phase 3
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References Packaging Labels (Pt 2 above) • Individual labels with name of the chef and the temperature of the chef who made the food • This gives confidence to the guests about food safety and the team member who made the food • At the same time it gives the chef pride and ownership of the food that he curated for the guests
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Mandatory Apply to all countries unless related higher local regulation standard Click here for Asset Package
9) Labelling for take away (To use standard Collaterals and Image)
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Take away Instructions • Special stickers were made with the heating instructions and storage instructions for the food • Must be consumed within 4 hours
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References Self Pick Up • Full thermal scan is done of full body at hotel Entrance • Temp ranges set to flag above 37.3 • Mask are offered to guests ( if needed) • Floors marked at 1 m intervals • Que lines setup • Sterilizers placed in all guest locations • Indulge @ food and beverage offerings • Proceed to Billing • Fond Farewell
10) Guest Experience for Self-Pick up and Drive Through
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Drive Through • Team members to approach cars immediately on arrival • Engage with the guests and ask order details • Offer water (Or hotel specific gratis) as the food is brought over to the car • Check with the guests on where to place the food • Help place the food in the car • Complete the payment if needed • Fond farewell
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Mandatory Apply to all countries unless related higher local regulation standard.
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References
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Size: L 59.4cm x D36.3cm x H 23.8cm. ( Ideal for Sharing sets for 3-4 guests) All food delivered in thermal bags to maintain appropriate serving temperature. 11) Delivery Method
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Mandatory Apply to all countries unless related higher local regulation standard.
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 Outlet develop a series of ready to heat comfort meals
Semi cooked and ready to cook products
Office Take Away – Corporate contracts
Property Specific Financial Targets
SLS SLKL TAH
Pricing and dish selection to be in line with target market & comp set
Create daily menu to be on a cycle rotation enabling sales to contact local offices and sign 2-3month agreement. Price point is crucial.
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Property Specific Product
SLKL SLS SLJ ESL SLFM
ESL 1,000 plus meals per order at 150PHP f SLFM 1500 Meals daily during quarantine Breakfast/lunch and dinner
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References
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Self Pick Up Online System SLS / SLKL / SLCB • •
Online system with complete payment gateways Please find link here :
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http://bit.ly/Shangrilatakeaway
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The link showcases all the different restaurants and the specialties from the restaurants Guests can order online and complete the payment with credit or Debit card Guest can choose pick up Via Drive Through, or Self Pick up from Shop House Delivery has been recently added to the online system Mothers day Peranakan sets were also sold on the online link . 437 Sets were sold for SLS from 7-10th May .
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Bring Shangri-la • Home • •
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COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
Integrating the voucher sale into the delivery program
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Property Specific Product
Property Specific Financial Targets
SLKL
Incremental Sales Cash flow
Voucher sales to the delivery program
Collaboration with influencers
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Collaborate with influencers to spread awareness of take away menu options
SLKL SLS SLFM
Awareness, sales
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Partnership with third party Websites
Product details Selected bakehouse, RBB and Samba products – Meat pies, apple pies, empanadas, muesli/granola, RBB beef patties are placed on Third party https://www.gourmetdirect.ph/
Wang’s Kitchen a side kick of our Dark kitchen concept Canton road restaurant with easy, low cost, popular dishes on food approachable / delivery websites affordable comfort
food
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Property Specific Product
SLFM SLS (Ongoing)
SLFM Food Panda collaboration Manila
Property Specific Financial Targets Low risk - partner buy the product at favorable price and have small mark-up. Extended reach to new costumers Started April average weekly sales when started 12,000Php current 50,000 Php
Generate revenue when canton road restaurant is close Average week days 12,000 Php in weekends will reach to 25,000 Php a day
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Special events
Synergy among pro perties
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Product details
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Property Specific Product
Property Specific Financial Targets
Create bundles for special event that is relevant to the local community (Ramadan, Mother’s Day, Father’s Day)
SLFM, ESL, SLKL, TAH, SLS, SLM
Mother's day SLS was $ SGD 107,000/ USD 79,250
Creating of second venue of existing successful delivery platform
SLFM, ESL (soon to be open in HJM) ESL since start: - 60 burgers per day weekdays, - 100 burgers per day on weekends,
TAH 60 cakes
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Outlet Signature dishes on delivery / takeaway platforms
Packed meals food frozen or fresh for retail shops
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Product details
Eat Highstreet cafĂŠ at home with selected known/signature dishes
Range of frozen and or fresh meals which can be distributed to 7-eleven , family mart in BGC area. Affordable pricing 150 to 175 Php net
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Property Specific Product
Property Specific Financial Targets
SLFM, SLS
Keep awareness of the Highstreet cafĂŠ brand, Incremental revenue
SLFM
Incremental revenue stream
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Bottle cocktails and homemade Spirits
Create Locally relevant dining Sets
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Product details Mixologist of The Backroom, created Bottled cocktails and continue producing Bee’s Knee’s gin. To be sold on delivery website and companies Bottled cocktails from the Origin Bar
Develop family sets for 3-4 guests , 6-8 guests and encourage sharing
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Property Specific Product SLFM/ SLS
SLS
Property Specific Financial Targets Keep awareness Incremental revenue Engage with regular Drive top line
SLS sold 478 sets of Peranakan lunch and dinner sets f
COVID-19 F&B Guideline New Business Opportunities These may be property specific Product details
Colleague discounts
For take-away only, extending 10% to colleagues
SLKL RRR THKL
Creating recognition for colleagues and incremental sales
Room Package with takeaway
Creating a package (Room + Delivery) RM 588 (BBQ menu for 4 people and one deluxe room for one-night including breakfast)
TAH
Increasing cashflow
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Property Specific Product
Property Specific Financial Targets
New Business Opportunity
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Product details Opportunity Creating a system where our hotels delivery by themselves without paying 25- 30% commission to third parties. Healthier bottom-line.
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Property Specific Product SLKL RRR TAH THKL SLS
Property Specific
SLKL started with 3 km after a week extended the coverage to 5 km. Two weeks later SLKL moved the coverage to 10 km
Building property's own delivery service
SLS does Island Wide Delivery by partnering up with a car company. YTD 30,700 USD * Delivery platform details refer to appendix
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COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References
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Sale of Fresh Vegetable/ Meats •
Specialty Grocery ShangMart
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Collaboration with Panda Mart
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It's getting difficult in Singapore to get continuous supply of produce like vegetables , selected meat products SLS to develop a catalogue of fresh Vegetable, Meats, seafood and tap into this market All products will be listed with picture on the online link Guests can browse through the pictures, select the ingredient and order products Guest can choose Self Pick up, pick up via Drive Through at the hotel lobby or Delivery at Home The menus are being planned for this Panda Mart is a subsidiary of Food Panda SLS will list down dry items , cookies, homemade pasta amongst other products in Panda Mart by the end of May 2020
SLS
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
Customized gifting for corporates, secretaries , labor day
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Property Specific Product
SLS
Drives top Line revenue Good bottom line Margin Creates guests delight Over 180 hampers sold
SLKL/ SLS
Increased revenue stream Drive top line revenue for SLS via Mothers day hampers Mothers day Revenue for SLS SGD 107,000/ USD 79,250.
Corporate Gifting
Celebrate local and international Festive retail festivals Hampers and set items to delivery/takeaway pr menu options. EG Ramadan ogram I.e. Ramadan Hamp ers. , Mothers day Hampers
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Property Specific Financial Targets
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details SLS collaborated with numerous business partners to drive the delivery platform. Some of the key partners include :
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Property Specific Product SLS
Property Specific Financial Targets Targeted to the associations Based on the guests needs Drives top line revenue
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Collaborations 2. 3. 4. 5. 6.
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Ferrari Car Owners Club, Singapore Singapore Film Festival Singapore Cocktail Festival Embassy of Columbia Treasury Wine Estate Classic Car Club
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
All best sellers from outlets (Summer Palace,‌)
Take away menu
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Property Specific Product
ESL, SLKL, SLFM, SLS
Property Specific Financial Targets
As much as possible to reach break-even point.
Pricing readjusted & aligned with all standalone outlets
Summer Palace Culinary Recipes Book
Cookbook & Merchandize Sales
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Maximize opportunity sales of culinary book during quarantine of award-winning Chinese Outlet (Top 20 Restaurants Tatler 2020 Philippines)
ESL
As much as possible to reach break-even point.
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
Virtual Online Food and Wine pairing Classes/ cocktail classes
New SOP / Additional Details and References
Online Food and Wine Programs • This is aimed at corporates and helping create activity for those doing Work from Home • The online Food and Wine pairing class will be scheduled on an agreed date with the company • SLS will build a package where corporates can order the Local dish( chicken rice) along with the bottle of wine • This will be delivered to the guests on the agreed date • The online class will be conducted by SLS head Sommelier • The class will last for 30-40 mins and talk about Food Pairing with Local Dishes • Currently there is no Local Food and Wine Pairing virtual Class being conducted in Singapore • • •
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Cocktails classes will be curated with Origin Bar Manager Guest can order the cocktail set and the ingredients from the SLS SLS to deliver the ingredients to the guests
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SLS
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References Sale of Cakes, Breads, Pastries online via dedicated link
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Online Takeaway Platform dedicated for Shop House
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5. 6.
A dedicated link was created for selling breads , pastries , Whole cakes via a dedicated Shop House Link was created starting 26th April https://bit.ly/shophousebyshangrila Mothers day Hampers , Home made Kaya , Artisinal Bakwa could also be purchased from the online Shop House line The Shop House online link was embedded with the Take away link to drive traffic The link was actively shared on the social media, Facebook, instagram and with regular guests Guest can pick up cakes via self pick up at Shop House, drive through or have it delivered to their homes
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SG Government has closed down all pastry shops in SG during the Circuit breaker The online dedicated link helped drive online cake sales during the Mothers day Period The link helped generate 91 orders ( 26th April –11th May) Total revenue SGD 4,390.
COVID-19 F&B Guideline – New Standard Operating Procedures Stage in Delivery Process
New SOP / Additional Details and References
Sales of Boutique Wines, Spirits , Bottled Cocktails 1.
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Online Beverage Store
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The online beverage store was aimed to cater to the community near by and drive top line revenue with the existing wines in stock Left over wines and half bottle champagnes from the Minibar were also used to sell in the online beverage store Helps complete the food and beverage online experience for the guests http://bit.ly/Shangrilatakeaway
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SLS
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details All Managers shared messages with their guests to checking with guests on their health , Safety and at the same time mentioning that we have the Take away options
Connect with guests on Emotional Basic / Engage with guests
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"Dear Friends, thank you for your continuous support. Despite the uncertain times, our commitment to giving you the best meals remains constant. Takeaway a Shangri-La dining experience (Order at http://bit.ly/Shangrilatakeaway), from the comfort of your own home. Together, let’s stay safe and stay well"
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Property Specific Product SLS
SLS
Property Specific Financial Targets Start spreading the word on take away Drive traffic to the online link Drive online business
SL to allow hotels to contact their own data basis to drive this business.
COVID-19 F&B Guideline New Business Opportunities These may be property specific New Business Opportunity
Product details
Cooking instruction, instructional video for menu items, Kickass burger and Laksarap
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Property Specific Product
SLFM
Property Specific Financial Targets
Instruction videos of how to heat up or assemble the product you bought
Digital Engagement
Link to spotify music playlist
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SLFM
Bakehouse music when you are enjoying you freshly brew or baked item.
Appendix – Digital Platforms for Delivery and Takeaway - Avenue Pixel - SABA Hospitality - Fusion
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COVID-19 F&B Guideline Comparing platform 3 different platform for comparing functions/pricing
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THANK YOU