Its been 32 days since our Governments, in response to the threat of Covid-19, have restricted the operation of businesses such as:
- pub, registered and licensed clubs(excluding bottle shops attached to these venues), hotels(excluding accommodation).
- gyms and indoor sporting venues.
- cinemas, entertainment venues, casinos and night clubs.
- restaurants and cafes (excluding takeaway and/or home delivery).
What a month it's been for so many hospitality businesses. So many stories I hear are very upsetting as businesses try to 'get by'. However I have seen how some businesses, such as cafes and restaurants that are allowed to open in a limited format, have transformed into markets, takeaways and home delivery outlets.
From my extensive research(I've certainly got the time) I'm seeing some really clever offerings that will probably remain in some shape or form once we move into the new normal. This great article in the Sydney Morning Heralds 'Good Food' this week gives some idea of what is now happening out there. Hats off to top Sydney chefs and providers changing with the new world order by Myffy Rigby.
What will this new normal look like once the restrictions begin to be relaxed? 'I'm not sure' is the short answer, here's what I predict and advise based on my recent observations, experiences and frustrations, as well as my 32 years of experience.
Looking forward, I think customers will want:
- to feel that your venue will be safe and clean. Foe example put up signage of your Food Safety Certificates, get staff cleaning more vigilantly and noticeably and have your staff complete the Safe Food Handling Certificate if the haven't already. Provide hand sanitisers on counters and in toilets. Staff need to be seen washing their hands and handling equipment, cutlery, plates, cups and glassware in a safe and hygienic manner. You may need to space your tables differently to avoid cramping if you can and have a designated space for customers waiting for takeaway.
- engaged service that's knowledgeable, friendly and genuine. It's time to employ staff that are willing to step up with a positive attitude. It is time to cull underperforming and negative staff from your business that you found hard to manage in the past. It's time to make the time to train and develop your staff.
- value for money. Now is the time for clever promotions, value adding items and meal deals.
- something different and lots of choice. Talk with you suppliers, find new suppliers, get your team to contribute to creating new cocktails and new dishes and keep up with the currents trends.
What do you, as a business owner or manager, need to do beyond from what I have suggested above? Here's some suggestions:
- Re-evaluate your beverage list and menu. Time to re-negotiate supplier terms and prices.
- Source new products and suppliers, that will need your business.
- Re-visit your SOPs (Standard Operating Procedures). Is it time to do things differently or are we going back to the old ways? Start to think outside the box, assess things like: dining room layout, kitchen layout, service procedures, your queuing system, setup procedures and hygiene procedures.
- Make training a priority in your business model because if you don't spend the time and money on this your staff and customers will go elsewhere. Talk to me about setting up an in-house training program.
- Transform your front of house staff from simply being order takers and deliverers into motivated salespeople. You can have the best food and beverage on offer, however, if the staff can't sell, engage or go to the next level your customers will go elsewhere.
- Regular food and wine tastings are an essential part of developing your staff. Remember, if they know the product, they'll know how to sell it.
I hope that what I've suggested will get you thinking. I'm here to help if you need a person who can not only advise but get results in developing your staff as we all head into a bright new era in hospitality.
Thanks for reading, Bill
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