The restaurant industry is home to more than 15 million trained and skilled employees in restaurants across the country serving the public every day. The restaurant industry is open and the tables at America’s 1+ million restaurant and foodservice locations are always a great place to gather with friends and family. To ensure that restaurants have the latest information about coronavirus, we created this industry-specific guidance for owners and operators. The industry works day in and day out at food safety. You can find out more about ongoing ServSafe training and certification programs here.
On March 18, 2020, the Association sent a letter to the Administration and Congress defining the extreme impact the coronavirus outbreak is having on the food service industry, and outlining several actions Congress can take immediately to provide relief and aid recovery for the nation’s one million restaurants and their 15.6 million employees.
Our team launched a nationwide grassroots campaign urging Congress to take immediate action to support the restaurant industry. Make your voice heard.Take action at https://actnow.io/recovery or by text “Recovery” to 52886.
The Interational Black Restaurant & Hospitality Association continues to engage with local, state, and federal officials to help our employers and employees address this public health emergency.
Updated March 23, 2020
Questions
What is 2019-nCoV Coronavirus?
2019-nCoV (Coronavirus) is a virus that causes COVID-19 respiratory illness. It was first detected in Wuhan, China. According to the Centers for Disease Control and Prevention (CDC), it’s unclear how easily or sustainably this virus is spreading between people. Typically, respiratory viruses are most contagious when an individual is most symptomatic, but there have been reports of the virus spreading when the affected individual does not show any symptoms.
How can I find out what my state or city is requiring me to change at my restaurant? – added 3/19/20
The COVID-19 Resources by State document includes information on what is required in every state, city, or county as it relates to restaurants and coronavirus measures such as closing dining rooms, required posters, and additional information. This document has been compiled and vetted by ServSafe.
Can the coronavirus be spread through food, including refrigerated or frozen food?
According to the CDC, “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently, there is no evidence to support the transmission of COVID-19 associated with food.”
What food safety measures are restaurants taking?
The foodservice industry follows strict local public health guidelines. To meet these guidelines, restaurants have safety protocols and best practices in place, including guidance from ServSafe. Owners and operators should contact their state and local health departments for the latest advisories/information about coronavirus in their community. The Association also has a fact sheet in English and Spanish with information specific to the industry.
How can I find out if the federal, state, and/or local governments have made changes to how restaurants can operate? – Updated Daily
Our Restaurant Law Center, in coordination with our state and local partners, is tracking official orders closing or restricting foodservice establishments in response to COVID-19 and whether the federal or state government is offering unemployment insurance available to those affected by COVID-19. A document with this information is being updated daily and can be found
here.
How can I find out if there is any federal or state government guidance or emergency rule on paid sick, emergency, or safe time leave laws as they relate to COVID-19? – Updated Daily
In addition to tracking federal law changes, our Restaurant Law Center, with the help of its Law Firm Partners, has contacted all state paid sick leave enforcement agencies seeking guidance concerning the interaction between COVID-19 and their paid sick and/or safe time (PSST) leave laws. It has prepared a document providing a brief summary of relevant PSST standards from the federal government and by state that addresses the use of PSST for COVID-19 purposes. The document is updated daily and found
here. Please note that not all states have issued any guidance on this issue.
What do I need to know about the CDC guidance on social distancing? – added 3/16/20
On March 15, the CDC released
guidance for large events and mass gatherings include conferences, festivals, parades, concerts, sporting events, weddings, and other types of assemblies that for the next 8 weeks, organizers (whether groups or individuals) cancel or postpone in-person events that consist of 50 people or more throughout the United States. This guidance does not apply to the day to day operation of organizations such as
schools, institutes of higher learning, or businesses. However, some states and municipalities are imposing new limitations on restaurant operations.
Where can I find the EPA list of antimicrobial products for use against the novel coronavirus SARS-CoV-2?
On March 3, the
EPA released a list of registered disinfectant products that have qualified under its emerging viral pathogen program for use again SARS-CoV-2. You can find the list
here.
Where can I find more information about the Small Business Administration (SBA) disaster assistance loans for impacted businesses?
On March 12, the SBA announced that it will work with state governments to provide targeted, low-interest disaster recovery loans to small businesses severely impacted by the outbreak. You can find out more about these loans and how to access them
here.
What is the impact to the supply chain?
It is still unknown if or how the coronavirus will impact the foodservice supply chain. Many organizations and researchers are monitoring developments.
Where can we find resources?
To ensure that the foodservice industry can easily access the latest resources from the best sources, we will continue to update this page as new information develops.
Actionable Information from the Association
COVID-19 Resources by State – includes requirements by state, city, or county as it relates to restaurants and coronavirus measures (Updated 3/20/20)
Coronavirus: What You Can Do Fact Sheet (English & Spanish)
Handwashing 101 Poster (English & Spanish) and Youtube Video
Handwashing Infographic
Before You Come To Work Poster
Cleaning vs. Sanitizing Poster (English & Spanish)
Clean-up of Vomiting and Diarrheal Event Poster
Food Safety Focus Blog
March 10 Webinar: Preparing for Coronavirus: Steps for Foodservice and Restaurant Readiness
What Experts are Saying
Business Continuity Planning Basics: 10 Steps to Take Now
Other Resources
U.S. Centers for Disease Control and Prevention
What’s New
Latest News
Environmental Cleaning and Disinfection Recommendations
Implementation of Mitigation Strategies for Communities with Local COVID-19 Transmission
Coronavirus Disease 2019 (COVID-19) Situation Summary
Preventing COVID-19 Spread in Communities
Preparing Communities for Potential Spread of COVID-19
Interim Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 – Feb. 2020
Occupational Safety and Health Administration
Guidance on Preparing Workplaces for COVID-19
COVID-19 Control and Prevention
Small Business Administration
Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 (COVID-19)
SBA to Provide Disaster Assistance Loans for Small Businesses Impacted by Coronavirus (COVID-19) – Release
World Health Organization
Rolling Updates on Coronavirus Disease
COVID-19 Website
Advice for Public
Workplace Guidance
Johns Hopkins CSSE
Coronavirus COVID-19 Global Cases Map
Supply Chain Research and Resources
Knowledge @ Wharton – Containing the Coronavirus: What’s the Risk to the Global Economy? – Feb. 25
FDA – Coronavirus (COVID-19) Supply Chain Update (Feb. 27)
HBR – Prepare Your Supply Chain for Coronavirus (Feb. 27)
Train Your Sales and Reservations Team To Show Compassion For Cancellations
/in Hospitality Feature, Uncategorized /by ibrhamanagerAs a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations, yet this is absolutely necessary as the lodging industry has been turned upside down temporarily.
Imagine how strange it must be for those who are tasked (and incentivized) for securing revenue are now dealing with a flood of calls and emails about reversing the flow. I’m sure it is time consuming, stressful and heartbreaking, especially when such staff are surely worried about their own job security and health concerns.
It’s at moments like these when we all need to remember that we are in the hospitality business, not the room or meeting space rental business. Rather than just stating the cancellation terms, and talking about holding deposits and rescheduling, it is essential that we all show compassion for those who are canceling.
For salespeople who sell to the social or wedding markets, this is a lost sale to us but the postponement of a dream for the planner.
For those who sell to meeting planners, many of which are contractors who might also be suffering a loss of income due to this, we need to acknowledge their probable sense of wasted effort and check on their wellbeing.
Regarding the transient market, for traditional hotels with 24-48 hour cancellation policies, cancellation is probably happening online, although some guests will no doubt call in a panic and will notice and appreciate heartfelt compassion.
Transient cancellation conversations get a lot more complicated when guests have opted for a pre-paid / advance purchase booking, or at destination resorts, or for any guests who have paid an advance deposit that is non-refundable and not covered by trip insurance. It seems that most companies have extended ‘apply the amount for a future stay’ option as the airlines have done, and I’m pretty sure that leaders have addressed how to explain whatever procedures are in place at your hotel.
What’s most important though is to train sales and reservations staff to show compassion for the person who is canceling. Remember that the true heart of hospitality is human kindness, especially for strangers. Certainly, this is a good practice that generates goodwill for the lodging company, but even more important is that it’s simply the right thing to do for our fellow humans we call our guests.
So be sure to remind your sales and reservations staff that besides stating the cancellation, change or refund policies, they should also take a moment to share a personal statement to include two components:
One: A Personalized message about how sorry you are to hear that their exciting or important plans have fallen through. Examples:
Two: A brief inquiry about how they are doing personally. This does not require a long chat (or a long paragraph in an email) and we don’t have to be therapists. Just something to pause and share the moment by listening reflexively. Now if the caller is rushing through the whole conversation, or does not react well to the personalized message recommended above, you can skip this. Otherwise, just take a brief moment to pass on the spirit of hospitality. When ending phone conversations, you might start with “Chris, before I let you go…” or when wrapping up emails you might start with “On a personal note…”
On a final note, as hospitality leaders, while it is important to show compassion for all our staff members right now, be especially sensitive for those who are fielding calls and emails from panicked guests and planners. When you check-in with your own sales staff, make sure your only question for them is not “How many bookings did we lose?” or “What other groups canceled?” Be sure to pause and check with them personally. Thank them for working the extra hours and acknowledge just how stressful it is for them to be dealing with panicked people.
Doug Kennedy
March, 2020
About Doug Kennedy
Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly training articles have been published worldwide, making him one of the most widely read hospitality industry authorities. Visit KTN at www.kennedytrainingnetwork.com or email him directly doug@kennedytrainingnetwork.com.
Doug is the author of “So You REALLY Like Working With People? – Five Principles for Hospitality Excellence.”
Logos, product and company names mentioned are the property of their respective owners.
Coronavirus: Retail Industry Info and Resources
/in Restaurant Resources, Uncategorized /by ibrhamanagerCoronavirus: Restaurant Industry Info and Resources
/in Restaurant Resources, Uncategorized /by ibrhamanagerCoronavirus: Hospitality Industry Info and Resources
/in Hospitality Resources, Uncategorized /by ibrhamanagerCOVID-19 & your hosting business: How to minimize the impact
/in Hospitality News, Uncategorized /by ibrhamanagerUpdated March 16, 2020
The coronavirus (COVID-19) is affecting many in our community, whether personally or because of disruptions to their hosting or travel plans. And while many travelers are choosing to stay home during this uncertain time, some are still considering local stays and future travel.
Here’s what hosts can do to meet those guests’ needs right now:
More tips for hosting
We’ve also introduced a suite of tools and programs—what we’re calling “More Flexible Reservations”—to help you host and to help guests travel more confidently during this difficult time. Here’s what it includes:
During these times of uncertainty, we’re asking everyone in our community to be considerate to hosts and guests who need to cancel. As the situation evolves, we’re closely monitoring guidance from governmental and health authorities, and we ask that guests and hosts follow official guidelines and recommendations.
For information about our extenuating circumstances policy, including eligible reservations, dates, and locations, so please bookmark this Help Center page for the latest details on cancellations without charges. For more updates, please keep checking our frequently asked questions—we’ll be adding answers to your top questions.
Thank you once again for being a host, and for your patience and understanding as we work to support our entire community.
What Does Social Distancing Mean for Social Businesses Like Restaurants?
/in Restaurant Feature, Uncategorized /by ibrhamanagerWhat are some ways restaurant owners and operators can be safe and welcome guests while maintaining social distance?
As the Coronavirus crisis continues, Modern Restaurant Management (MRM) magazine asked industry insiders what best practices restaurants should have in place for social distancing, as per CDC guidelines.
Rakuten Ready surveyed more than 100 customers to measure how behaviors around dining have, or are anticipated to change around the perceptions and impact of COVID-19 on restaurants, food delivery and order for pickup. Among the findings:
“It’s a challenging time for restaurants — large and small — and we believe that there are some practical steps restaurants can take to address the social distancing concerns you and many are voicing today,” said Susie Fogelson, Founder/ CEO, F&Co. “First and foremost, restaurants need to address the obvious points about density and restrictions being put in place by local public officials, about cleanliness and safety and engagement. Utmost care and attention is required today.
She said this is also a moment of opportunity for restaurants.
“The desire for convenience has always been present, coupled with an equally strong desire for delicious food. In today’s world, safety is the third leg of the stool. So the best way for restaurants to remain relevant, stay in business and stay connected to their customers is to increase delivery and pick up orders. And communications is front and center, particularly for restaurants that might not be as well known for out of restaurant food. It is critical that restaurants message this option at every touchpoint (social!), reinforcing that the food customers love is still as delicious as ever prepared in a safe manner.”
Bo Peabody, Co-Founder and Executive Chairman of restaurant reservation and rewards app Seated, Board member of Boqueria Restaurants, and Co-Owner of Mezze Restaurant Group, suggests:
“It’s important to remember that in times of disaster, restaurants have always served as a gathering place for the community,” he stressed. ” It’s up to us as restaurant operators to create a welcoming, comforting environment when people are feeling concerned.”
Rob Pellegrini, a real estate and business attorney for restaurants in Greater Boston, is anticipating a need for towns/municipalities to change their local laws so that restaurants can operate outside of the confines of their brick and mortar space (for those who are not permitted).
“Restaurants and bars with outdoor spaces will have the greatest chance of surviving a coronavirus downturn this year and for the rest, they may have to pivot to Plan B,” said Robert R. Pellegrini, Jr. Esq., president of PK Boston. That includes working with the town to amend certain by-laws and have an open dialog with local leadership.
Disaster response expert Patrick Hardy said preparation is key when establishing social distancing measures and said restaurants can quickly create customized plans for free via the Disaster Hawk app.
His other advice:
“Social distancing can be effective, but restaurant management needs to consider how it applies to both the front of the house where patrons are, and the back of the house where the staff is likely to be together for eight or ten hours,” said Roslyn Stone, MPH, COO of Zero Hour Health and Founder of Zedic. She also suggests:
“It bears reminding that we continue to hear about very complicated situations where managers worked sick and attended meetings, employees self-quarantined after very casual exposure to someone who hadn’t tested positive (or had) and many had difficulty finding testing for sick employees. These are all things that are out of our control, but social distancing is something that can be controlled in many circumstances and will help curb transmission.”
On Tuesday, March 17, Stone will present a free webinar in conjunction with The Food and Beverage Shows titled, “Restaurant Preparation to Minimize COVID-19 Disease Risk and What You Need to Do Now.” To learn more and register, click here.
Rick Camac, Dean of Restaurant & Hospitality Management at the Institute of Culinary Education, pointed out the patrons and restaurant operators need to be smart and safe so this current health crisis doesn’t become a long-term economic one.
“Restaurants that are 70 percent-filled look empty and if they go to 50 percent, it will be horrible.” (Limiting seating capacity to 50 percent is in compliance with New York State’s COVID-19 public gathering mandate.)
Camac said many restaurants already have stringent cleaning practices in place making them a safer environment than, for example, the car service that dropped them off.
“You’re in a social setting everywhere,” he said. “Be smart about choices.”
By: Modern Restaurant Management
Coronavirus Information and Resources
/in Uncategorized /by ibrhamanagerThe restaurant industry is home to more than 15 million trained and skilled employees in restaurants across the country serving the public every day. The restaurant industry is open and the tables at America’s 1+ million restaurant and foodservice locations are always a great place to gather with friends and family. To ensure that restaurants have the latest information about coronavirus, we created this industry-specific guidance for owners and operators. The industry works day in and day out at food safety. You can find out more about ongoing ServSafe training and certification programs here.
On March 18, 2020, the Association sent a letter to the Administration and Congress defining the extreme impact the coronavirus outbreak is having on the food service industry, and outlining several actions Congress can take immediately to provide relief and aid recovery for the nation’s one million restaurants and their 15.6 million employees.
Our team launched a nationwide grassroots campaign urging Congress to take immediate action to support the restaurant industry. Make your voice heard.Take action at https://actnow.io/recovery or by text “Recovery” to 52886.
The Interational Black Restaurant & Hospitality Association continues to engage with local, state, and federal officials to help our employers and employees address this public health emergency.
Updated March 23, 2020
Questions
What is 2019-nCoV Coronavirus?
2019-nCoV (Coronavirus) is a virus that causes COVID-19 respiratory illness. It was first detected in Wuhan, China. According to the Centers for Disease Control and Prevention (CDC), it’s unclear how easily or sustainably this virus is spreading between people. Typically, respiratory viruses are most contagious when an individual is most symptomatic, but there have been reports of the virus spreading when the affected individual does not show any symptoms.
How can I find out what my state or city is requiring me to change at my restaurant? – added 3/19/20
The COVID-19 Resources by State document includes information on what is required in every state, city, or county as it relates to restaurants and coronavirus measures such as closing dining rooms, required posters, and additional information. This document has been compiled and vetted by ServSafe.
Can the coronavirus be spread through food, including refrigerated or frozen food?
According to the CDC, “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently, there is no evidence to support the transmission of COVID-19 associated with food.”
What food safety measures are restaurants taking?
The foodservice industry follows strict local public health guidelines. To meet these guidelines, restaurants have safety protocols and best practices in place, including guidance from ServSafe. Owners and operators should contact their state and local health departments for the latest advisories/information about coronavirus in their community. The Association also has a fact sheet in English and Spanish with information specific to the industry.
What can we all do?
The CDC suggests that people take the same steps they would keep from getting the flu: get a flu vaccine, take everyday preventative actions – like washing your hands often – and see a doctor when you are sick.
Both the World Health Organization (WHO) and Occupational Safety and Health Administration (OSHA) have issued guidance for preparing a workplace for COVID-19 that includes tips for preventing the spread of the virus and steps to reduce workers’ risk of exposure. And the CDC recently issued a strategy for implementing mitigation strategies for communities with local transmission.
What is the impact to the supply chain?
It is still unknown if or how the coronavirus will impact the foodservice supply chain. Many organizations and researchers are monitoring developments.
Where can we find resources?
To ensure that the foodservice industry can easily access the latest resources from the best sources, we will continue to update this page as new information develops.
Actionable Information from the Association
COVID-19 Resources by State – includes requirements by state, city, or county as it relates to restaurants and coronavirus measures (Updated 3/20/20)
Coronavirus: What You Can Do Fact Sheet (English & Spanish)
Handwashing 101 Poster (English & Spanish) and Youtube Video
Handwashing Infographic
Before You Come To Work Poster
Cleaning vs. Sanitizing Poster (English & Spanish)
Clean-up of Vomiting and Diarrheal Event Poster
Food Safety Focus Blog
March 10 Webinar: Preparing for Coronavirus: Steps for Foodservice and Restaurant Readiness
What Experts are Saying
Business Continuity Planning Basics: 10 Steps to Take Now
Other Resources
U.S. Centers for Disease Control and Prevention
What’s New
Latest News
Environmental Cleaning and Disinfection Recommendations
Implementation of Mitigation Strategies for Communities with Local COVID-19 Transmission
Coronavirus Disease 2019 (COVID-19) Situation Summary
Preventing COVID-19 Spread in Communities
Preparing Communities for Potential Spread of COVID-19
Interim Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 – Feb. 2020
Occupational Safety and Health Administration
Guidance on Preparing Workplaces for COVID-19
COVID-19 Control and Prevention
Small Business Administration
Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 (COVID-19)
SBA to Provide Disaster Assistance Loans for Small Businesses Impacted by Coronavirus (COVID-19) – Release
World Health Organization
Rolling Updates on Coronavirus Disease
COVID-19 Website
Advice for Public
Workplace Guidance
Johns Hopkins CSSE
Coronavirus COVID-19 Global Cases Map
Supply Chain Research and Resources
Knowledge @ Wharton – Containing the Coronavirus: What’s the Risk to the Global Economy? – Feb. 25
FDA – Coronavirus (COVID-19) Supply Chain Update (Feb. 27)
HBR – Prepare Your Supply Chain for Coronavirus (Feb. 27)
Facebook announces $100M in grants to small businesses impacted by COVID-19
/in Uncategorized /by ibrhamanagerDive Brief:
Dive Insight:
Facebook’s effort to assist small businesses during the coronavirus outbreak is yet another sign of just how much the pandemic is impacting retail. As states urge residents to stay home, retailers are feeling the impact of consumers’ changing shopping behaviors.
Retailers have taken a variety of approaches in response to the outbreak. While many retailers have closed their stores and provided their employees with some financial assistance, others have opted to keep their stores open, take additional sanitization precautions and reduce their hours.
It’s not exactly clear how the retail sector will recover from the pandemic. The National Retail Foundation stated in late February that retail sales could reach $3.9 trillion despite the coronavirus outbreak. The organization on Wednesday, though, sent a letter President Donald Trump, Treasury Secretary Steven Mnuchin and other leaders in Washington, D.C., urging the government to support retailers as they cope with drastically reduced sales and payroll and rent costs.
Meanwhile, a report from Apptopia found that grocery apps have been experiencing record-high downloads as consumers stock up on essentials. But while grocery stores see a surge in e-commerce activity, it’s not clear whether other, nonessential retailers will survive.