MM Covid 19 Handbook

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COMMUNICATIONS• Yapster is our main communication platform.• You should check Yapster before you come in to work i.e. your site groupand the main news feed. This is where you will find out latest news on sitespecific information and company wide updates• If you experience any issues with your personal Yapster account or havenot yet activated your account, please inform your General ManagerGUEST RELATIONSGuests will be frustrated, stressed and scared. This often manifests as angertowards us but it’s important to stay empathetic in the face of emotionalresponses.• We will inform all guests that they should not visit us if they have eithertested positive for covid-19 or have symptoms. If you feel a guest isdisplaying symptoms, please inform the Duty Manager.• We will update our booking policies and procedures• What about deposits?• Responding to covid related feedback?• Remember that as a restaurant group we are not qualified to give medicaladvice or advise on next steps for guests. Always direct them to theappropriate government website for further advice and protocol.C O V I D - 1 9 H A N D B O O K M I S S I O N M A R S 2 0 2 0
EXTERNAL COMMUNICATIONSFOR EXEX TEAM TO DISCUSS:Prepare templates of comms for various scenarios that you can adapt quicklyand use across all platforms (see below for samples).If you do find yourself dealing with a situation where someone on yourpremises has COVID-19, over-communicate with the public. It is better tobombard them with updates and share the information that you have acrossall your platforms than to appear to be hiding anything.If you have any negative responses to your comms on public platforms, donot delete them. In a crisis, people want all the information and any kind ofcensorship is very upsetting. If it is valid, take it offline. If it is trolling, justignore.Determine your media strategy. We prefer good news to reach our guestsfrom the press, but bad news should come from us. We are fortunate to havea big database and good engagement on our social media so we did not feelthe need to send a press release about the temporary closure of ourrestaurant (if everyone already knows it then it is not newsworthy). Butprepare holding statements to give to media, especially if your press-facingrepresentatives are operations-focused, the chances are they will be too busyhandling the crisis to chat to journalists. But ‘declined to comment’ or ‘hasnot responded’ also can read as though you are hiding something so prepareto answer press enquiries with at least a one-liner.Useful: Be sensitive to the mood of the city. If your restaurants are open, lookcarefully at all the comms you are putting out. Triple check everything goingon social; captions that were harmless a few months ago (e.g. How good doesthis <dish> look? What are you waiting for?!) are suddenly a minefield.C O V I D - 1 9 H A N D B O O K M I S S I O N M A R S 2 0 2 0
Page 1 and 2: COVID-19 HANDBOOKMISSION MARS 2020C
Page 3 and 4: INTRODUCTIONThe COVID-19 pandemic i
Page 5 and 6: HYGIENECleaning is essential in pre
Page 7 and 8: UNIFORM• You must travel to work
Page 9 and 10: WITH GUESTS• Waiting on exec team
Page 11 and 12: THE RESTAURANT 2.0When the Governme
Page 13 and 14: DELIVERY/TAKEAWAY• We will be ope
Page 15: EFFICIENCIES 2.0MATERIALS AND RESOU
Page 19 and 20: THE ROAD AHEADIt is important to st
Page 21 and 22: APPENDIXMasks - how to put on, use,
Page 23: APPENDIXLIFE HACKS PAGE 2Add in gov

MM Covid 19 Handbook

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