To know how to protect ourselves, our guests, our business, and our community we need to understand what novel corona virus is and how it spreads. Simply put coronaviruses are a large family of viruses that originate in animals but are known to cause respiratory illness in humans, particularly during the fall and winter months. Other novel coronaviruses have included Severe Acute Respiratory Syndrome (SARS) and Middle East Respiratory Syndrome (MERS-CoV). The virus that causes COVID-19 is thought to spread mainly from person to person, mainly through respiratory droplets produced when an infected person coughs, sneezes or even talks. These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs. Spread is more likely when people are in close contact with one another (within about 6 feet). You can also spread this through touching contaminated people, objects or surfaces then touching your own face, nose, ear, eyes, or mouth. We must understand that in our business of hospitality we have a risk of transmission through ourselves and our guests. You will more than likely come across someone with corona virus, who may not even show signs or know themselves. This manual will help guide you through how to prevent the spread and deal with difficult situations.
What is the new normal?
For Our Guests
· Guest sanitization – we have placed a hand sanitizer station within the guests reach at the entrance to the tasting room. Our policy will be to encourage all guests to use hand sanitizer upon entering the facility as well as after using the washrooms.
· Guest spacing – we have enforced social distancing between tables at least 2m apart. We will use pagers for guests waiting for tables so they are not congregating on our front sidewalk, pagers will be sanitized before and after each use with an alcohol wipe. We will have signage and placement markers to encourage social distancing. Any counter service will have clear barriers in place to act as a physical barrier.
· Payment - We will encourage our guests to use card payment only at this time and the machines will be sanitized after each transaction.
For Our Staff
· New company illness policy – you will be asked to sign a one-time health check declaration form & have pre shift temperature check when on duty.
· PPE - we encourage our staff to wear gloves when handling dirty dishes & glassware from guests and sanitize hands after use. There may also be a necessity to use washable face masks at your own discretion.
· Personal hygiene – we will reinforce personal hygiene habits
· Sanitization – we will give you the training to understand the process of sanitization & where our high traffic areas are.
· Check lists & logs – we have now added some cleaning logs to be
filled out periodically throughout each shift.
· Guest waitlist - we will implement a pager-based waitlist system and encourage guests to wait outside, in their vehicles, or go for a walk until their table becomes available. The pagers are accurate up to 800M which will reach comfortably inside the Townsite Market. We will also no longer offer seating at the bar ☹ There can only be a maximum of (6) guest in a group.
· We only have space for 2 groups of 6.
· Table presence – to encourage frequent sanitization our tables will be left empty until a guest arrives. Glasses & growlers filled with water may be requested from the bar along with any snacks and beverages that guests wish to purchase.
· Tabs will be encouraged for seated guests to reduce Debit/CC machine contact.
· Discontinued table service and discontinued table cards and all games.
· The right to refuse service to any guest – like refusing to serve an intoxicated individual we will have the same power if guests display symptoms of COVID-19. Make sure that a manager is made aware and deals with this situation.
OUR PLAN TO PROTECT YOU & THE GUEST
Prevention of spread happens before you even come to work. You can help reduce the risk of transmission. To ensure that staff do not come to work sick you will be required to do a temperature check before you start your shift. Please be sure to read over our company illness policy & sign our one-time health check declaration
Understand the Symptoms:
Covid 19 has remarkably similar symptoms to a cold or flu. The following is a list of symptoms ranging from most common, less common, and serious. If you show any of these signs do not come to work and contact your doctor immediately in the event of serious symptoms
aches and pains
loss of taste or smell
a rash on skin, or discolouration of
fingers or toes
difficulty breathing or shortness
chest pain or pressure
loss of speech or movement
Did you know the average person touches 300 surfaces in 30 minutes and touches their face 10 times in the same amount of time? Proper hand hygiene not only protects the guest but is the first defence in protecting yourself. At Townsite Brewing we will work hard to make sure that you have all the supplies you need to continue your hand hygiene throughout your shift.
DISINFECTING & SANITIZATION
As infection risk, foot traffic or soil load increase, frequency of cleaning and
disinfection should also increase. Things to consider are product type, soil type and surface type. These are the tools you will be provided to ensure proper disinfecting and sanitization:
· TOOLS: Refillable spray bottles, microfiber cloths, detergent and sanitizer pails, paper towels, personal reusable facemasks, disposable gloves.
· PRODUCTS: Alcohol wipes, brewing grade peracetic acid, hand, dish, and laundry soap, Windex.
High traffic areas in our facilities will be:
· Door handles
· Chair frames (backs, sides, and arm rests)
· Hand railings
· Counter and tabletops
· Hostess stand
· Light switches
· Computers, keyboards, mouse
· Beer taps
· Bar tools
· Fridge doors
· Food equipment (tongs, bowls, napkin holder, pretzel dome, etc.)
With these areas in mind and the knowledge of transmission and numbers of touches per 30 minutes we have created cleaning logs and checklists to make sure we are disinfecting in a timely manner.
MANAGING GUEST EXPECTATIONS:
Now you have the knowledge on what corona virus is, how it spreads and how to prevent the spreading, you can confidently put our guests at ease with the knowledge that we are doing our utmost to keep them safe. Remember that we all are coming out of a heightened state of cleanliness & guests may be overly sensitive to hygiene. Guest frustration and worry may come across as rude or hostile but stay empathetic in the face of emotional responses. Remember as you interact with guests to keep our company values in the forefront of your mind to help guide you though a COVID response. COMMUNITY is one of our core values and we are
putting the public’s health & safety, and the well-being of our employees, first. SAFETY is on everyone’s minds and it amongst our core values as well. With that in mind, all the steps we are taking are in place to protect the team and the public. We are being AUTHENTIC and TRANSPARENT in our communication to our guests and staff. Being honest about the business struggles with a reduction of capacity & social distancing, leading to limited staff members returning and the changes that have been made because of this.
IN YOUR ROLE:
Serving Drinks from Draft
· When interacting with guests grab a clean glass by the stem when possible, pour the beer, place it on the counter and allow appropriate spacing for customer to grab while keeping your distance. Do your best to not pour a beer at the same time as another employee. This is not going to be possible 100% of the time but avoid crowding.
· Encourage seated customers to start tabs and 1 tab as a group if possible, to minimize Moneris terminal contact.
· Sanitize Moneris terminal and touch screen after each transaction.
· Before handling a growler, give the customer a cap if they do not already have one on their growler and ask them to secure it or secure the snap top if that is the style of their growler.
· Have the customer place the growler into the sanitizing sink and hold it fully submerged for at least 20 seconds to allow the sanitizer to work.
· Have the customer place the clean growler on the blue mat, when they have backed away, remove the cap and spray the threads of the growler with the same sanitizing solution from our spray bottles – again allow contact time before purging growler with the glass sprayers.
· Grab a growler hose from the bucket. Make sure it was fully submerged. Fill the growler as normal and cap it with a new lid.
· Rinse the hose off in the sink before submerging in sanitizer bucket again.
· If you need to wipe a grower after filling, rinse with water in the sink and dry with paper towel and dispose of in appropriate area.
Bussing Tables and doing dishes
· We will encourage customers to place all dirty dishes into the designated baskets for pick-up by staff and take all their own garbage and recycling with them. However, if you need to bus a table after a group has left please follow as stated below.
· When bussing tables, please ensure that you are wearing PPE (facemask (if you choose) and gloves).
· Only bus one table per trip. Do not grab glasses from multiple areas at the same time.
· When bringing back dirty glassware, place immediately into the dishwasher. It is of the utmost importance that dirty glassware does not accumulate on the counter or dishwasher.
· Please ensure that when done bussing tables that you properly dispose of the gloves you were wearing before touching anything else. Any surfaces that you touched while wearing the gloves will need to be sanitized immediately. Such as the dishwasher display and handle.
· We are not yet at a state where we feel it is safe for our staff to be handling cash transaction. We will create a plan and procedure for this when we feel it is safe again.
When at Capacity
· There will be 2 staff members on duty during the days we are open for draft sales to assist with crowd control, capacity, and cleaning.
· This will allow us to adhere to the restrictions of 6 feet of distance in reopening Phase 2.
· Be sure to follow instructions regarding bussing tables, cleaning high traffic areas, and maintaining the 6-foot distance between groups always. Keeping the tasting room clear of accumulating dirty dishes and sanitizing countertops, tables, handles, bathrooms, etc.
For the staff member acting as a host
· You will oversee keeping a head count via a table map provided by the company. We will mark appropriate spacing on the sidewalk in front of our building for guests who are waiting to get in for off sales and growler fills. It is of the utmost importance that we always adhere to the 6 foot distancing restriction.
· Customers who are waiting for a table will be given a pager and encouraged to wait else where – go for a walk, shop in the market, sit at the cenotaph. We will page them before we start to clean and sanitize their table. If they have not returned once their table is ready page them again and give them an additional 5 minutes to get back before moving onto the next waiting party.
· During the time we are full and there is a wait list and pagers are out priority will be given to groups whose full party is present before giving them a table.
· As the host please also ask guests to keep their visits under 2 hours as space is extra limited now. However, we will not ask guests to leave after 2 hours.
As a company we understand that this can be an unnerving time and things may seem odd or out of place. Each of you in your roles are essential to the success of the business. We thank you for trusting in us to keep you safe. We encourage you to be honest and open with your managers and have patience with them as well as we are all in this unknown together.