The document provides recommendations for hospitality businesses reopening after COVID-19 closures. It outlines 10 must-do items for pre-opening including maximizing outdoor space, financial forecasting, a crisis management plan, tracking customer information, staff training on hygiene procedures, temperature checking staff, designating a front-of-house coordinator, providing sanitization stations for customers, offering alternative serving utensils and condiments, and enabling contactless ordering and payment. Additionally, it recommends strategies for customer service, marketing, and emphasizing hygiene practices to reassure customers as they return. The goal is to manage customer expectations around hygiene and safety standards to transition them from initial apprehension to confidence and trust in the business

1. Hospitality re opening
recommendations
From Apprehension to Delight
June 2020

2. 2
Lester Pyatt
“The post Covid-19 Hospitality winners will be those operators
who initially can demonstrate empathy, trust and a consistent
level of hygiene” .
Business Growth & Turnaround - Hospitality
Mobile 07931 238211
If you require useful links or further information
email
Lester.Pyatt@omark.co.uk
The recommendations are my own views and are without prejudice

3. 3
Contents
1
Pre-opening
Risk Management
2
3
Pre-opening
Finance
4
Customer Service
Strategy 1-2-3
5
Marketing
6 Top ten must do’s
Pre-opening
Space
Management

4. OverviewFirstly I hope you are keeping well through all the uncertainty. We still await positive news from the UK Government
regarding social distancing measures. Whilst waiting, operators must remain vigilant, do the financial sums and if
appropriate get ready for business on the 4th July.
In preparation we can learn and adopt best practice from other European countries such as Germany and Holland who
are ahead of the UK on the knowledge curve. Currently 85% of UK customers’ main priority and attention is the health of
family and friends once re-visiting hospitality outlets commences. Customer apprehension and anxiety will be high with
issues surrounding possible infection and hygiene. In particular:
• Social distancing
• Table distancing
• Hand sanitisation
• Cleaning protocols
Certainly for the foreseeable future the mood goalposts have changed. Customer requirements for outstanding service
and wow factor experience have been dampened as a recent CGA survey (3rd June) confirmed that: 75% of customers
would not return to an establishment during the pandemic if they didn’t believe the outlet complied with consistent
hygiene standards.
Operators need to create the right balance between responsibility and overkill, managing the customer expectations
through from apprehension – confidence - trust - to eventual delight as efficiently and carefully as possible. Ultimately it
will be the outlets who can show empathy, an attention to detail mentality and action consistent hygiene procedures that
will be the initial winners.
What I have set out in this presentation are what I believe to be the most essential cost-effective solutions for you to
implement. If you require any further information, I will be happy to assist.
TT Days before Covid-19

5. Keep connected with any furloughed staff (well-being, finances etc)
Create a Staff Health Declaration Form
Produce a Crisis Operation Procedures Plan - what to do if:
(staff illness - police involvement - medical advice)
Track and Trace customer forms
Monitor staff health daily – Handheld temperature gauge
Incorporate new hygiene tasks into job descriptions
Train new hygiene procedures into Opening and Closing checklists
Update HACCP manual to comply with any new health and safety
regulations
PRE-OPENING
Risk Management

6. PRE-OPENING
Space Management
KEY TIP
Exterior space may be at a
premium. Contact local councils
and apply for special permits for
public area extensions.
(Street frontages - plazas - village greens)
• Eradicate unnecessary queues - Table
service only – no customer ordering at the
bar
• Main entrances - one in one out system or
divide with a partition barrier
• Use Perspex backdrop dividers
• Toilet areas define ‘not in use’ cubicles and
urinals with warning tape
Create pinch points:
• Embarkation areas
• Distance floor markers
• Waiting zones
• Take away collection points
Operations

7. PRE-OPENING
Finance
KEY TIPS
Patience - re opening: If sums
don’t stack up - don’t open -
WAIT!
Weekly updates with finance
team - circumstances may
change quickly.
Bookkeeper/accountant –
complete cash flow and Profit and
Loss forecasts until the end of the
year.
Investigate reduction in operating
overheads
• No opening Mondays & Tuesdays
• No weekday lunchtime service Monday-Thursday
• Extend late afternoon/evening sessions
Wednesdays & Thursdays 4.00pm- 11.00pm
• Open all day Friday-Sunday 11.00am-11.00pm
• Possibly two or three table turnaround sessions
per evening (without compromising customer
service)
• Less food menu options
• “All in” price point food bundles (KFC)
• One chef kitchens @ 50%-75% capacity - Hot
options
• No chef kitchens @ 0-50% capacity – cold
options (buffets, tapas, sharing plates)
• Food supply chains – ordering ‘Just in time’ &
lower stock levels

8. CUSTOMER SERVICE STRATEGY
1.Take Operation Control
.
2.Give Customer Options 3.Display Hygiene Action
Front of House Coordinator Cutlery, PPE etc Staff to be pro-active
It is up to the operator to ensure they
take the initiative early in the
customer journey conveying
reassurance and confidence to the
wary guest.
Customers have different preferences -
ensure you have plenty of hygienic
options that are displayed and
communicated with the customer.
Staff should be well trained, cohesive and
empathetic with all guests. They should
actively be aware of customer needs and
show an aptitude to cleaning areas
without spoiling the customer journey.

9. Customer Service
Front of House Coordinator
Eradicate customer “Where do I go?” “What do I do?” comments
 Staff uniform & appearance clean & tidy
 Ensure wearing gloves (mandatory) and mask (optional) during service
 Check customer booking reservation
 Explain reason for customer lead name and telephone number for track
and trace purposes
 Show entrance sanitisation stations
 Lead customers to table
 Table service only - no bar counter service
 Distribute one shot “how to use” procedure & menu flyers
 Show ordering online apps - QR table scan codes - chalkboards
 Show customer traffic signage - demarcations etc
 Explain toilet procedures - one in one out - copper handle covers
- wipes - door footles
 Payment procedures – online - taken at table contactless
Customer Track n Trace
1.Take operation
control

10. 2.Give customer
options
KEY TIP
Customers have different preferences
give plenty of hygienic alternatives to a
normal service.
Normal Service Customer options
Cutlery Plastic/recyclable/bio
Plates Boxed meals – plastic/recyclable
Drinking glasses PVC – plastic drinking vessels
(recyclable)
Tissues In house gloves and mask
Cotton serviettes Paper – wet wipes
Cash payment Contactless card
Staff order taking (Internet app – table app) pre-ordering
Staff plate delivery Self-service hot plate collection points
Staff wine pouring Customer opening screw cap bottles
Staff plate take away Self stacking plate/tray trollies
Omit from Service Replace with
Salt and pepper pots Sachets
Vinegar bottles Sachets
Sauce bottles Sachets
Laminated/paper menus QR scan codes – one shot newsletter
Cotton tablecloths Disposable covers

11. 3. Display hygiene
action
• Staff temperature screening before shift (if applicable)
• No physical contact between staff/distancing of staff (no
handshakes etc)
• Clean downs of table and chairs after each sitting
• Gloves always - and masks (if applicable)
• Staff hand sanitising every 30 minutes
• Replenish handle wipes and sanitiser stations
• Floor and window cleaning
• Keep doors and windows open during warm weather
• Bar surfaces and door handles sanitising every 30 minutes
• Toilet check-backs every hour during opening times
• Kitchen - need to check all HACCP’s procedures
• Sanitise all kitchen surfaces, floors and food containers
• Sterilise all standard cutlery equipment
• Use serving tongs & spoons whenever possible
• Maintain glass washer weekly
KEY TIP
Try and restrict the total
amount of customer touch
points during their visit.

12. Customer Service Hygiene - Equipment
12
Must haves
• Temperature gauge handheld
• Track n trace guest forms
• Hand sanitiser stations
• Staff gloves & masks
• Optional Plastic cutlery
• Optional tablecloths
• One shot sauce condiments
• Perspex table guards
• Handle wipes
• Toilet cubicle wipes
Budget driven
• Automatic door openings
• Copper handle covers
• Customer face/glove packs
• QR table menu scan codes
• Door footles
• Wall mounted display menus
• Ordering apps
• One shot menu newsletters
• Clearing plate/tray trollies
Luxury options
• Face recognition temp
checking stations
• Disinfection booths
• HVAC air vent systems
• QR Code pay receipts

13. Marketing Local Newsletter drops
Email customer base
Social media- Facebook – Twitter –
You Tube
Website videos: kitchen/chef - the
new service - demonstrations:
Mixology
Advertising - Keep Connected
Directional pointer signs
Entrance waiting areas
Customer - food service
Collection areas
Queues for takeaway
Sanitiser dispense stations
Exterior banners ‘We are
open’’ Opening times and
offers
Point of Sale Signage
Opportunities
• Take Away - Drive thru - Click and
Collect
 Extended outdoor eating areas -
Street frontages
 Pop up restaurants create fun
brands 2 meaters!! - 1 meters!!
Promotions
 Apps online pre ordering -
chance to win free desserts etc
 In house videos of ‘how to use’
procedures
• How to cook recipes –
Competitions
 Meal kits - cook at home
 Private dining experiences eg Win
our Chef
• Food bundles price points
• Local sponsorships - donations

14. Conclusion
10 must do’s
1. Maximise all exterior space opportunities
2. Cash flow and Profit and Loss forecasts
3. Crisis Management Plan - What if’s
4. Track n Trace customer forms
5. Staff training - hygiene procedures
6. Pre-service temperature checking of staff
7. Front of House Coordinator
8. Customer sanitsation stations
9. PPE & food utensils & condiment alternatives
10. Contactless ordering & payment options
Conclusion