Operations

How To Keep Your Restaurant in Business During COVID-19

Sara Detrik
Marketing Manager

On March 23, 2020, Shannon Campbell temporarily closed his two Mozzo Deli locations in Mt. Pleasant and Charleston, South Carolina. The coronavirus had just begun to develop in his community, and one of his general managers expressed severe concerns and anxiety regarding the spread of the virus. Campbell was in a financial position to shut down the operation.

He called every hospital, donated the lunches, and took a week off before repainting and scrubbing down both locations. But Mozzo reopened three weeks after closing its doors and is now back to 90% of its original sales. Campbell received a loan from the Paycheck Protection Program (PPP), which he says helped him pay employees and kept him from losing money during the temporary closure.

While most restaurants are now open in some capacity, businesses still need to follow the rules and regulations of their state.

There are few restaurant guidelines for reopening that operators can follow to maintain restaurant sales while staying within state regulations. These guidelines for reopening reduce the spread of the coronavirus, make consumers and employees feel safe, and continue to increase sales during these unprecedented times.

Check out our guide on how to work around a skeleton staff.

Assess the risk before you open

States may be giving restaurants the green light to reopen. But, Lucia Mullen, an analyst at Johns Hopkins Center for Health Security and the lead author of a toolkit for reopening businesses, says restaurants should still assess their own risk first. By determining what’s going on in the community, it’s easier to determine the best course of action.

For example, a community with a few small clusters of the virus should be safe to open up to outdoor dining and small, spread-out indoor seating. But if cases seem to be spreading quickly in what’s known as a community spread, a restaurant may want to scale back to takeout only or limit their restaurant to just outdoor dining to reduce the spread of the virus. Mullens said:

“If businesses could be as informed as possible of what their risks are, then they will be able to stay ahead of the curve and at least mitigate their contributions to the spread of COVID-19 while they're open and prepare for a possible shutdown, rather than having to scramble at the last minute.”

Additionally, restaurants should follow FDA recommendations regarding safety and cleaning protocols and ensure the staff understands them. These include disinfecting surfaces, wearing masks, staying 6 feet apart when possible, and reporting when they feel ill. Aside from keeping indoor seating 6 feet apart, Mullen also advises making sure aisleways are wide enough for patrons not to crowd through.

Communication is key

Keep your staff and community informed of your new safety guidelines. Communication in restaurants is critical — everyone should know what to expect when they walk through your door.

Not only does transparency and communication ensure diners' safety, Mullens says it “helps build that trust back up again.” When your protocols and procedures are made clear and accessible, customers are encouraged to start dining out again, ensuring your restaurant sales don’t suffer major losses.

Consider posting your new procedures on your website and social media channels and display mask and social distancing requirements on your doors. With higher visibility, it’s easier to enforce these policies.

Embrace emerging technologies

During these unprecedented times, technology is a restaurant’s new best friend. For example, Campbell began using a first-party delivery app at his flagship location when it was takeout only, making it easier for customers to order from Mozzo.

Other venues have implemented restaurant technologies, including digital-only menus scanned by a QR code. Some breweries offer contactless ordering and payment options through an app rather than having patrons place orders directly with servers.

Both options limit the number of interactions between people. And, as Mullens reminds us, reducing contact can help stop the spread even if a customer has COVID-19.

“We know the virus spreads from person to person, so any interaction we have with other people is an opportunity for the virus to spread if one of you has it,” she said. “Those actions can reduce your risk of having it spread in your restaurant.”

Have an emergency plan

Mullens doesn’t see a total shutdown happening again. However, there is still the worry of restrictions increasing or a restaurant temporarily closing due to an employee contracting COVID-19, as Campbell has seen in some neighboring establishments.

“My biggest fear is my ethical duty,” he said. “If someone gets sick at my store, I have to shut down. I just dread the day if that happens. We all wear masks, gloves; we’re trying.”

Mullens encourages businesses to have a plan to operate at various levels, whether that’s planning on returning to takeout only or having employees switch to delivery drivers, if possible.

“There's always the possibility of communities needing to shut down,” Mullens said. “I think we all have to adapt quickly, and we can prepare for that.”

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