COVID-19 Hospitality's New Normal
COVID-19
Hospitality’s New Normal
The hospitality industry has been hit hard by social distancing and lockdown measures to keep us all safe during these strange times. As part of our Liquid retail series we talked about ‘format fluidity’ and the need to be adaptable in today’s torrent of changing consumer needs. This is now even more relevant at a time when businesses are having to think on their feet while at the same time employing a myriad of safety measures. We already know there won’t be a ‘back to normal’ but rather a ‘new normal’ instead. So, what does this new normal look like? What are eateries and restaurateurs doing now to enable re-opening and ensure their patrons will be safe?
What measures might we see?
While many of us cannot wait to get back out in the physical world, there are those that are much more cautious and will need some enticing before they venture back. Trade body UKHospitality yesterday launched their #FAIR4Hospitaity campaign alongside 75 pages of guidelines for safety measures and conditions on re-opening.
These include things like reduced menus, the removal of salt and pepper shakers from tables, no cutlery trays or dispensers for stirrers, napkins etc, and tips will be now collected digitally. There will also be a ban on drinking at the bar, you may remember the close quarters of pushing through a crowd to order a drink or return to your tribe. Queuing and waiting for a table or any form of loitering will no longer be allowed and table service will be necessary to keep customers fed and watered. Buffet counters are a no-no. Higher end restaurants already comply with many of these rules by the nature of their service but a vast number of fast casual and quick service retailers will be hugely impacted by the new rules. We can expect to see changes in layouts and ordering as well as customer flow.
For many, certainly smaller businesses, their premises do not allow the option to socially distance. In this scenario reduced numbers will potentially be allowed with rules around customer traffic direction and the monitoring of toilets to avoid overcrowding - not ideal for those needing a bathroom break. Our local favourite The Bristol Loaf have been catering to their customers through a hatch, offering minimum risk but maximum culinary delights to the masses. You can order coffee, freshly baked bread as well as mouthwatering baked goods and collect through the opening.
Many people are already experimenting with protective screens between tables and booth seating, with removable options for a time when they potentially aren’t necessary. It’s likely the plush velvet trend along with other favoured luxe fabrics will not be deemed commercially safe. This may trigger new trends in how substrates are being used as well as new materials being created in response. We are excited to see what innovative design solutions come out of this challenge.
Hospitality Charity
We talked about how retailers have been adapting during the pandemic in our previous article ‘COVID-19 What are brands doing to help in the global crisis’. The hospitality sector has been just as supportive in coming together and offering help to those on the frontline.
Before lockdown Pret a Manger were offering free hot drinks to emergency services and NHS workers. Once restrictions eased, they reopened 10 stores in close proximity to hospitals offering NHS staff 50% discounts. By partnering with restaurant chains across the UK Deliveroo are also doing their bit to contribute with a new scheme to deliver free meals to hospitals. Bristol’s The Jolly Hog have offered NHS staff at Bristol’s Southmead hospital free sausage and bacon baps using their hashtag #JollyGoodDeeds. These are only a few examples but it’s great to see so many people supporting each other and doing what they can. Lets hope we can support them en masse once lockdown measures are fully lifted.