What I would now do when staying at your hotel - Part 2
Dear Hotel Manager,
In continuation of the letter I wrote to you last week, let me share a few more ‘thoughts’ on what I would expect when visiting your restaurant during my upcoming stay in your hotel.
No doubt even in the best of times and prior to COVID-19, you followed proper food safety standards and obtained all the necessary licenses among other credentials (awards included), to fulfill your obligation to protect the health and safety of your guests. That responsibility during the pandemic has become even greater. As a guest, I am the heartbeat of your business and the good news is that I want to support you through this challenging time. That I have decided to stay at your hotel is by itself a re-affirmation of that promise.
Thankfully, there is no evidence as yet that COVID-19 transmission can occur via food. However, the virus may be able to survive on objects and surfaces, making it absolutely important that your restaurant and your food are safe for me, my family and your employees. I fully understand when you tell me that social distancing, where guests want to enjoy their meals in the restaurant, can be very challenging. However, let me share with you some of my concerns.
For starters, I do hope many guests will turn to room service in numbers. This will help reduce traffic to the restaurant. In any case, I would advise you to rearrange the hotel room to be more appealing for in-room dining.
I hope that when I come to dine at your main restaurant,, there will not be a crowd - either at the entrance or between your spaced-out tables. If you’ve taken tables out for social distancing, maintain that - do not bring in tables and chairs merely because more people want to come in. Should you not post someone to open the main door… keep the door wide open.
Diligently and frequently wiping down counters, tabletops, tableware and other high contact surfaces like door handles, before, during and after service and shifts, will reassure me that you have upped the cleaning game. Please remove the salt and pepper shakers, condiments - even the flower vase from my table.
I am afraid of buffets. Buffets on their own are not the problem, but the crowds they attract and the ladles and tongs that are handled while serving are ideal for the spread of germs. Buffet or not, being elderly, and in the high risk group, I generally avoid any restaurant that is crowded. Do I need to wash my hands after handling your menu to order the food? An inexpensive clean single-use paper-based menu is best at times like this…and cheaper than the cost of water and sanitiser used for multi-hand washes. If you present me with a tablet to view and order food, I trust the tablet is clean.
Food safety starts with those who prepare and serve meals. Your cooks must lead by example if you want your restaurant employees to take COVID-19 seriously. It would not be a bad idea for cooks too, to wear masks. Come to think of it, they’re actually bending over the food. And as they dish it out, place it on the plate and put it out to be picked up by the stewards, there is an opportunity for respiratory droplets to travel, because the food is not held more than six feet away. I doubt you have cooks with six foot arms.
By constantly and clearly communicating your food safety practices - be it verbally or visually, you will boost my confidence in eating at your restaurant. By the way, I might ask you questions as to what precautions your suppliers are adopting to prevent the spread of COVID-19. What contactless methods are you using for the ‘drop-offs’ by suppliers? Again, are you limiting the number of employees handling these items? Remember, whilst inventory control is vital, safety takes precedence.
I hope you recall, that I did not handover my credit card and ID in order to avoid cards been exchanged /handled by multiple people. Instead, I allowed the payments to be limited to the card and amount to the online reservation I made. Research suggests that the coronavirus can remain infectious on surfaces such as a credit card for upto 9 days. So, at check out, if you require my credit card, I would want you to return it by placing it in the plastic zip bag I will open out. This way, I can quickly disinfect my card - using the same technique as washing one’s hands with soap and water for 20 seconds. The only risk I run here is that my signature washes off the card. I guess I will have to re-sign it, should that happen.
This conversation is turning into guidelines, and these guidelines I hope, will eventually turn into brand standards. However, keeping in mind that you hoteliers have to be prepared for the unpredictable, be sensibly and flexible on those standards, without compromising the health and safety of your staff and guests.
Times are tough right now, and I know you’re focused on your business, but do not forget to take care of yourself. Hoteliers often take care of others whilst neglecting themselves. And, above all, keep your stress levels down.
Stay safe until we meet.
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-hotelier.
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