This document outlines a crisis response plan for Hue Oi Restaurant, a family-owned Vietnamese restaurant in Fountain Valley, California. The plan identifies potential crisis scenarios like fires, earthquakes, and food-related issues. It establishes a crisis response team and communication procedures. The team will be led by the owner and manager and will investigate any food complaints according to standardized procedures. Only the designated social media coordinator is authorized to communicate with the public, and the priority in any crisis is the wellbeing of customers and staff.

1. CRISIS RESPONSE
PLAN
HUE OI RESTAURANT
BY JERRY NGUYEN

2. BUSINESS OVERVIEW
• FAMILY-OWN RESTAURANT – OPENED SINCE 2013
• SERVE VIETNAMESE CUISINE
• LOCATED IN FOUNTAIN VALLEY - CA AND SECOND
LOCATION WILL BE OPENED IN SEPTEMBER
• VOTED BEST VIETNAMESE RESTAURANT IN ORANGE
COUNTY (2016)
• MY SECOND COUSINS OWN IT

3. LANDSCAPE
INTERNAL LANDSCAPE
• NATURE OF A FAMILY BUSINESS
LIMITED CAPITAL
LIMITED EXPERIENCE
• SUPPLIERS
NON GMO AND NON MSG FOODS

4. LANDSCAPE
EXTERNAL LANDSCAPE
• NATURAL ENVIRONMENT
• POLITICAL ENVIRONMENT AND LEGISLATIONS
RELATIONSHIP BETWEEN HEALTH DEPARTMENT AND ASIAN RESTAURANTS
• TECHNOLOGY
• SOCIAL/ CULTURAL FACTORS
• COMPETITORS – TRANSBOUNDARIES

5. CRISIS RESPONSE TEAM
• OWNER
• MANAGER
• HEAD ACCOUNTANT
• HUMAN RESOURCES COORDINATOR
• SOCIAL MEDIA AND PR COORDINATOR
• HEAD CHEF
• CONSIDER THIRD PARTY ASSISTANCE IN SPECIAL CIRCUMSTANCES

6. COMMUNICATION PLAN
• TO INTERNAL PUBLIC
PHONE
EMAIL
• TO EXTERNAL PUBLIC
ONLY THE DESIGNATED SPOKESPERSON WILL BE RESPONSIBLE FOR RELEASING
INFORMATION TO THE PUBLIC
• DESIGNATED SPOKESPERSON: SOCIAL MEDIA AND PR COORDINATOR

7. CRISIS RESPONE PLAN
FIRE AND EARTH QUAKE
• EVACUATION PLAN
• CONTACTING 911
• ASSEMBLY AREA

8. CRISIS RESPONE PLAN
FOOD-RELATED CRISIS
• EXAMPLE: FOOD BORNE ILLNESS, OUTBREAKS, CUSTOMER
COMPLAINTS ABOUT FOOD QUALITY AND SAFETY
• PRE-CRISIS PREPARATION

9. CRISIS RESPONE PLAN
FOOD-RELATED CRISIS
• INVESTIGATION
STANDARDIZE FORM FOR CUSTOMER COMPLAINTS
INVESTIGATE AND EVALUATE COMPLAINTS
SEPARATE INCIDENT VS REOCCURRING INCIDENTS

10. CRISIS RESPONE PLAN
FOOD-RELATED CRISIS
• COMMUNICATION POLICY
1. THE RESTAURANT’S PRIORITY IS THE WELLBEING OF THE CUSTOMERS AND STAFF MEMBERS
2. NO ONE ON THE STAFF MEMBERS BUT THE SOCIAL MEDIA AND PR COORDINATOR WILL
DISCLOSE ANY INFORMATION TO THE PUBLIC.
3. THE RESTAURANT’S STAFF WILL BE COOPERATIVE WITH ANY OUTSIDE INVESTIGATION
4. THE RESTAURANT WILL COMMUNICATE TO THE PUBLIC IN A TIMELY AND EFFECTIVE
MANNER; AND TRY TO GIVE OUT INFORMATION QUICKLY AND TRUTHFULLY WITHOUT
WITHHOLDING ANY RELEVANT FACTS.
• DURING A FOOD-RELATED CRISIS, CUSTOMERS CAN GET INFORMATION THROUGH:
• CALLING THE RESTAURANT
• VISITING OUR WEBSITE: HUEOIVIETNAMESECUISINE.COM
• KEEP UP WITH OUR MOST UPDATED NEWS ON SOCIAL MEDIA (FACEBOOK, TWITTER, INSTAGRAM)