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

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

Apr 29, 2023 259 likes •498 views

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:

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Crafting a Contactless Hospitality Program

How to convert your once-bustling hospitality program to a virtual and contact-free experience

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Kailey Partin

Director of Branding and Hospitality

Kailey@risingtidebrewing.com FB/Insta/Twitter: @beermekailey

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What is the goal?

  • Continue successful business operations and high-quality guest experience while

keeping your staff, customers, and facility free of the virus.

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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

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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

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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
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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

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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?
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Write NEW SOPs!

  • Opening and Closing SOPs
  • How to process transactions
  • Sanitization practices throughout the day
  • Staff Personal Behaviors
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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!)
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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
  • ver your nose and place glasses over

the mask – will prevent fogging!

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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 will do the job for you. *Not FDA

approved

https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting- sick/diy-cloth-face-coverings.html

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Creating Safe Space: Indoors

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

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Creating Safe Space: Delivery

  • Prep/Sanitize orders in advance
  • Wear PPE
  • Have hand sanitizer with you
  • Check IDs through windows!
  • Leave on doorstep
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Going Virtual: Online Sales

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

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

  • Graphics
  • Emails/Social
  • Written Instructions
  • Photos/Video

https://store.risingtidebrewing.com/beer-pick-up-home-delivery-details/

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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.

  • How are your regulars doing?
  • Share with them how your bartenders are

doing – They are faces of your company!

The SMIZE

Don’t forget

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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?
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Crafting a Contactless Hospitality Program

Kailey Partin

Director of Branding and Hospitality

Kailey@risingtidebrewing.com FB/Insta/Twitter: @beermekailey