SOP: Covid—19Tattu Restaurants

August 2020

Introduction

It appears we are now cautiously approaching some light at the end of the tunnel with the opportunity to reopen our restaurants presenting itself in the coming weeks. This document is our guide on how we at Tattu Restaurants are preparing to manage the situation and what processes we are putting in place to comply with health and safety guidance.

As the situation is fluid with new information released at regular intervals we must make it clear that our plans are only designed for our particular business and operations. They have been built using detailed risk assessments for each of our restaurants and with the intention to be fully compliant with government guidelines. There may be elements of our guide that conflict with updated guidelines and we will therefore monitor and adjust where it is necessary to do so. Our only goal is to create a safe and hospitable environment for our loyal teams and customers, so that we can return to a place of normality and create many more special memories together.

We will make mistakes and lessons will be learned but we will give careful consideration to every decision we make for the protection and well-being of others.

Tattu

*If anyone would like to use this guide and adapt it to their business please feel free, we are all in this together.

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Tattu has successfully achieved the AA Covid Confident accreditation

The AA’s new COVID Confident assessment scheme supports the hospitality industry in re-establishing and rebuilding consumer confidence as parts of the UK come out of lockdown. Supported by key industry bodies, it’s a scheme open to all hospitality establishments that pass the AA’s stringent criteria. The accreditation indicates to our customers that Tattu establishments have in place the necessary risk assessments, safety measures and staff training to reopen safely, in line with the UK’s respective government guidelines as well as UK Hospitality and respective trade association guidelines.

“Uniqueness” Our goal is always to deliver

unique experiences, to create special memories for our guests

for them to share with their loved ones. This remains the same.

“Identity” Brand Identity means everything at Tattu, we will apply the same

imagination, creativity and heart into everything we do. Even in the

face of adversity our unique approach and commitment

to greatness will guide us through.

“Family First” At Tattu we are a family and we

protect those around us first. We remain committed to building a supportive community for those

that make Tattu what it is today.

“Respect” Mutual respect is paramount in achieving our goals. No idea is a

bad one and we must listen to other points of view. Our decisions must

be owned and delivered as a team.

“Individualism” Being true to yourself remains a crucial part of your own identity and the identity of Tattu. We are

here to listen.

“Lead by Example” As always we must lead by example

and from the front. Setting the standards for our team members is imperative for the safe and effective

delivery of our product.

“Determination” We have built a brand on our

determination to deliver the best service and product in our capability.

That determination has seen us succeed in the past and it is that

determination that will carry us forwards.”

“Compassion” We must apply compassion to

everything we do. In an environment where people will have concerns and

fears, being considerate of every individual circumstance will

be essential.

“Trust” Trust between our team is a crucial part of our operations. We succeed when we work together and now

more than ever we must unite in our goals.

Core Beliefs

New mandatory hygiene practices must be implemented and monitored across the business.

Handwashing will take place every 30 minutes on the hour and half past the hour observing social distancing measures throughout the process where possible.

Team members will wash their hands for a minimum of 20 seconds with soap and water.

Sanitiser stations will be located at all entrances, exits, key touch points and restrooms.

Good personal hygiene as always is an important requirement for all of our team members.

Gloves will be provided and mandatory whilst receiving deliveries and handling products, this will include our kitchen teams, expeditors and delivery teams.

Face coverings will be provided to all members of our team.

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Personal Hygiene

All surfaces in the restaurant and kitchen areas will be regimentally cleaned using disposable products at regular intervals. This is in addition to strict cleaning measures already applied to Tattu kitchen areas.

Externally operated daily site cleaning programmes will be extended to allow for dedicated non-toxic disinfectant fogging of all key contact points and high traffic areas.

Washroom maintenance will be increased paying particular attention to frequently touched areas and surfaces, such as taps, grab-rails and door handles.

Hand washing must be implemented in accordance with hand washing guidance after cleaning surfaces.

All bins will be emptied using PPE including the provided disposable gloves.

Paper napkins will be introduced Front of House in the short term to reduce customer/staff contact.

Recyclable, environmentally conscious single use menus will be in use for the time being. As art templates customers will be encouraged to keep these menus should they wish to decorate them at home.

Single use chopsticks will be introduced in all restaurants as a temporary measure.

Tables will be deep cleaned after each sitting with turn times extended 15 minutes across all bookings to allow for a more thorough breakdown and disinfecting process.

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Site Hygiene

At Tattu we have undertaken various risk assessments in the different areas of our business and have determined the areas we feel there should be the requirement or added benefit of PPE equipment. Please be aware that wearing a face covering is currently optional and is not required by law, including in the workplace. At the same time we need our teams to feel safe and confident whilst at work therefore we have given everyone the discretion to wear a face covering or gloves should they choose to. We ask that you please respect their personal decisions in this difficult time.

Any staff who are asked or choose to wear a face covering have been provided with the following guidance for the correct use of them. Wash your hands thoroughly with soap and water for 20 seconds or use hand sanitiser before putting a face covering on, and after removing it.

When wearing a face covering, avoid touching your face or face covering, as you could contaminate them with germs from your hands.

Change your face covering if it becomes damp or if you’ve touched it.

Continue to wash your hands regularly.

Change and wash your face covering daily.

If the material is washable, wash in line with manufacturer’s instructions. If it’s not washable, dispose of it carefully in your usual waste.

Gloves and face coverings will be provided for all staff members involved in the handling and production of food in accordance with our risk assessments.

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PPE – Tattu Position on PPE

The health and wellbeing of our ‘Tattuists’ is and has always been our number one priority as a family business. Now more than ever this is crucial to create comfortable surroundings for our teams. Hospitality is not a work-from-home industry and therefore it is our mission to ensure that risk is minimised to the lowest possible level and that we at Tattu have considered every angle to mould our strategy through this. As always we encourage our teams to be respectful of each other and sensitive of the fact that people will have genuine concerns.

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Team Health

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When entering work team members will need to use our newly installed thermal image camera stations which will record their temperature without the need for contact or human interaction. These stations will be located at all our main entrances and in the event of an abnormal reading the team member will not be able to work and must return home and follow the current isolation guidelines including any track and trace requirements. The technology we will be using is available to view here (https://www.hikvision.com/europe/solutions/solutions-by-application/minmoe-temperature-screening-terminals/)

Any team members who demonstrate other symptoms of COVID-19 will be instructed to return home self-isolate for 10 days in accordance with the current guidelines.

Any team members who share a home with someone who has symptoms of COVID-19 must notify their managers and they will be asked to self-isolate for 14 days in line with government guidelines.

We have carried out an internal staff risk assessment to identify who is vulnerable/extremely vulnerable/living with someone who is.

Team Well-being

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Start and finish times will be staggered where possible in 10 minute blocks to avoid times of congestion.

Team members must strive to achieve social distancing measures of 2 metres when arriving to and leaving work.

Team members will be encouraged to arrive through a dedicated entrance and leave through a separate exit to avoid cross overs between shifts.

Key areas of congregation including break areas, staff rooms, locker rooms will be clearly signed with hygiene procedures and carefully maintained. Social distancing measures will be followed where possible.

Back of house stairways and corridors will operate directional flow rules to prevent unnecessary contact points. These will be marked with signage.

Breaks will be encouraged to be taken outside when the weather permits in safe ventilated locations, observing social distancing measures.

Kitchen sections will be clearly marked by an X on the floor to assist with social distancing. Each section will be operated by one member of staff where possible. In situations where more than one staff member is required ‘rota-partnering’ will be in place to ensure the same people work together.

Back to Back and Side to Side working will be implemented in our kitchens to prevent direct Face to Face operations. Our facilities are already designed to cater for this. X markings on the floor will further support this.

Social Distancing at Work

The Tattu experience is a concept built around atmosphere, engagement, building connections and going over and above

to deliver exceptional service at every step of the guest journey. Current restrictions make it harder for us to follow our usual service model but we will approach every change

with compassion and understanding to make the experiences we provide as comfortable, safe and memorable as possible.

Clear signage will request that guests do not enter our restaurants if they are displaying any symptoms of COVID 19.

Guests will pass by our thermal image stations as they enter the restaurants with a temperature reading provided. In the instance of an abnormal reading we will not be able to serve this guest or their party so we will actively encourage guests to ensure they do not have a temperature or other symptoms of COVID-19 before visiting our restaurants through our booking confirmations. (We appreciate this is an uncomfortable measure however we have invested in technology that prevents human interaction when recording temperatures and can be done privately – we hope this will be a short term measure however believe this is important for the protection of our teams, families and other guests).

Single use menus will be printed on recyclable paper. We will have dedicated recycle bins for these or guests will be invited to keep their menu. Through QR coding guests will be able to also access our menus on their own devices.

Single use disposable (recyclable) chopsticks will be in use for on-site dining and takeaway.

Automatic Hand Sanitiser dispensers will be located at all main entrance lobbies for use on entry and exit, at the entrance to washrooms and at internal level changes.

Branded signage will request guests follow guidance on hygiene procedures in washrooms.

Turn times on tables will be increased by 15 minutes for all party sizes. This will allow our teams to undertake a deep clean of all tables, chairs and floor areas before the next guests arrive.

We will collect the contact details of all guests in order to comply with the government track and trace requirements.

Hygiene

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Distanced wait here signage will be displayed outside each venue to avoid overcrowding in receptions.

Screens will be placed in reception areas.

Signage will provide customers with information on any one way systems that are implemented in the restaurant.

There will be a separate entrance and exit for guests where possible.

We will offer dining table service only.

Our pacing levels have been reduced to ensure lower levels of traffic when entering and leaving the restaurants.

Where back to back tables are positioned, Perspex screens have been installed to act as a barrier between guests.

Table turn times have been increased by 15 minutes for each party size to ensure guests are able to be seated on arrival with no holding areas in use.

Tables will be limited to a maximum of 6 guests.

Social Distancing notices will be allocated in key areas such as washrooms to ensure guests observe safe measures where possible.

Bar areas will remain closed and act as dispense only at this time.

Our sites will operate a no cash policy to avoid unnecessary contact.

Social Distancing

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Take Away 1/2

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The World Health Organization (WHO) advises that the likelihood of an infected person contaminating packages is low. The risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also very low. Whilst food packaging is not known to present a specific risk, efforts will be made to ensure it is cleaned and handled in line with usual food safety practices.

Takeaway and collection will be available in a limited capacity through the ‘Tattu To You’ section of our website: tattu.co.uk/tattutoyou

Take Away 2/2

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All customers will need to pass by our thermal image stations as they enter the restaurant with a temperature reading provided. In the instance of an abnormal reading the delivery will be placed outside by a member of our team for contactless collection.

All delivery drivers will need to pass by our thermal image stations as they enter the restaurant with a temperature reading provided.

All delivery bags and packaging will be handled with cloves and face coverings.

Each site will have dedicated areas for collection close to the entrance and away from other diners.

Guests will have the option to call when outside for kerb side delivery.

Allocated collection times will be available for the customer to avoid multiple collections at once.

Guests will be asked to wait outside observing social distancing.

We will operate a “no cash payments” system for delivery with pre payments required.

Guest Communications

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All of our limited booking availability will be available on our website this is the best way to make a booking.

All our email communications will be updated to inform guests about our new measures and processes.

Our phone confirmations will also be altered to include new process information.

We will require credit card details to secure bookings at our more popular times to ensure we can properly plan teams and operate the business.

A current version of this guide will remain on our website with monthly updates in line with new scientific information and government guidelines.

Guests with any symptoms will be asked not to visit the restaurant for any services.

The Welcome Back

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After a strange and difficult few months we are relieved and excited to be working towards reopening our doors to our teams and guests in the near future. It is clear that the road back to normality will be filled with challenges but we are working hard to face these head on and with caution.

We have worked closely with our internal Health and Safety team and taken on board all guidance available to us in order to create comprehensive safety standards that enable us to operate with confidence.

After such a long period of closure it is now our sole mission to make our customer experience and service style make sense in this current climate. We have missed seeing our spaces filled with vibrancy and smiles. Please know that we will be ready willing and eager to welcome you whenever you feel comfortable to join us once again.

Our thoughts are with everyone who is facing their own personal struggles at this time, stay safe and well and thank you for your kind support.

We hope to see you soon.

Tattu

Thank you