Crafting a Contactless Hospitality Program How to convert your - PowerPoint PPT Presentation

Crafting a Contactless Hospitality Program How to convert your once-bustling hospitality program to a virtual and contact-free experience

Kailey Partin Director of Branding and Hospitality Kailey@risingtidebrewing.com FB/Insta/Twitter: @beermekailey

What is the goal? • Continue successful business operations and high-quality guest experience while keeping your staff, customers, and facility free of the virus.

Gather Information: • What is COVID-19? • How is it spread? • What are the CDC’s recommendations? • What does “social distancing” mean? https://www.cdc.gov/coronavirus/2019- ncov/downloads/2019-ncov-factsheet.pdf

Gather Information: • Best Practices from BA: • Separating Staff and Customers • Proper sanitization practices • ETC. https://s3-us-west-2.amazonaws.com/brewersassoc/wp- content/uploads/2020/04/To-Go-Practices-at-the-Brewery.pdf

What am I working with? • Located in Portland, MAINE small city in rural state • transportation primarily by private car • • Staff: Originally 24, currently only 6 (including owners) • Offer canned and bottled beer • 9,000 sqft brewery (Production & FOH) • Tasting room and event space • Large garage doors that open FOH to parking lot/patio • 3 dedicated handwashing sinks • 4 bathrooms (6 toilets and 2 urinals) • Offsite warehouse

Evaluate your space • What are some strengths? For Rising Tide some of our strengths: • A lot of space • Easily offer outdoor service • Space to set up drive through/curbside • pick up Ample restrooms and handwashing • stations

Evaluate your space • What are some weaknesses? For Rising Tide some of our weaknesses: • Limited ability to control foot traffic • Limited staff • Open air between FOH and Production • What would the path be? •

Write NEW SOPs! • Opening and Closing SOPs • How to process transactions • Sanitization practices throughout the day • Staff Personal Behaviors

Necessary Supplies 70% isopropyl alcohol/quat disinfectant • Spray bottles and/or buckets • Disposable Gloves • Hand Sanitizer • Hand soap • Paper towels • Clean rags • Face Masks • Signage, Stanchions, Dividers • Tape/Paint (”X” marks the spot!) •

Face Masks Do’s and Don’ts Do’s: Must be breathable! • Cover mouth and nose completely. • Wear a mask when you leave your house. • Continue to social distance. • Wash your hands after removing the mask. • Wash mask after each use. • Pro Tip: If you wear glasses: fold the mask tightly • over your nose and place glasses over the mask – will prevent fogging!

Face Masks Do’s and Don’ts Don’ts: Do not take mask off and put back on. • Do not touch the mask while wearing it. • Do not touch the front of the mask. • Especially when removing it! • Do not wear if you have trouble • breathing. Pro Tip: Do not purchase N95 or surgical masks • – Doctors need those! A fabric mask https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting- sick/diy-cloth-face-coverings.html will do the job for you. *Not FDA approved

Creating Safe Space: Indoors • Strict Social Distancing • Hand sanitizer for staff and guests • Isopropyl Alcohol Spray between each transaction

Creating Safe Space: Outdoors • Strict Social Distancing • Orders left on table or in trunk • Hand sanitizer for staff and guests • Isopropyl Alcohol Spray between each transaction • Contactless payment • Clear Signage

Creating Safe Space: Curbside

Creating Safe Space: Delivery • Prep/Sanitize orders in advance • Wear PPE • Have hand sanitizer with you • Check IDs through windows! • Leave on doorstep

Going Virtual: Online Sales • Upserve • Square • WooCommerce • TouchBistro • Arryved • SquareSpace

Going Virtual: Online Sales • Snacks • Beer! (Keep it fresh!) • Provisions • Merch/Gift Cards

Going Virtual: Digital Information • Graphics • Written Instructions • Emails/Social • Photos/Video https://store.risingtidebrewing.com/beer-pick-up-home-delivery-details/

Going Virtual: Online Hospitality • Put customers first. • Answer questions quickly and kindly. • Fix mistakes gracefully. • Add a “personal touch”. • Focus messaging on the people not just the products. Don’t forget • How are your regulars doing? The SMIZE • Share with them how your bartenders are doing – They are faces of your company!

Self Care & Team Care • Check in with yourself daily! • Are you physically ok? Do you have ANY symptoms? • Are you mentally ok? • Are you emotionally ok? • Are your needs being met? • Check in with your team weekly (at least!) • Ask the above questions and: • Do they need anything? • Can you support them? • Can you spend time connecting with them?

Crafting a Contactless Hospitality Program Kailey Partin Director of Branding and Hospitality Kailey@risingtidebrewing.com FB/Insta/Twitter: @beermekailey