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By Joy Pouros
The COVID-19 pandemic dramatically reshaped the way we live. Restaurants faced a unique challenge in maintaining a balance between providing a welcoming dining experience, adhering to rigorous hygiene standards, and surviving as a business. Even years later, the pandemic has led to a paradigm shift in customer expectations, with an increased demand for visible hygiene measures, like sanitation stations.
Evolving Regulations and Guidelines Require New Technology
It’s important to recall how Covid-19 unfolded in the United States in the spring of 2020. In those early weeks, there was an emphasis on contaminated surfaces. Shortly thereafter, there were lockdowns, and restaurants were forced to close their dining rooms. Delivery and take out boomed, but restaurants without strong delivery processes were left to play catchup. As lockdowns were lifted, there were occupancy restrictions at the local level, which changed based on cases in the area, plus regulations and guidelines created to keep everyone six feet apart.
It’s easy to forget the confusion of those early days. If surfaces were dangerous, how were takeout containers safe? Originally, masks were deemed unnecessary, and cleaning surfaces was the best line of defense. Masks, social distancing, and better ventilation became more important when it was determined Covid-19 spreads via respiratory droplets. Still, local governments and regulatory bodies continued to require increased cleaning and sanitizing.
This initial confusion kicked off what would amount to a series of pivots local businesses were forced to make, with new regulations in cleanliness and sanitation, PPE and hygiene, and occupancy and social distancing. It became clear that restaurants would need new technology and good communication to survive.
As lockdowns forced restaurants to pivot quickly to delivery and takeout, many joined delivery platforms or upgraded their tech stack so customers could order and pay from their website. Contactless delivery options, curbside pickup, and digital menus became the norm. Upgrades also included automated inventory management software and upgraded air purification systems, which continue to increase consumer options, provide flexibility in business operations, and increase safety for patrons and staff alike.
Communication’s Role in Cleaning, Sanitation, and Hygiene
Foodservice providers quickly needed to revisit their policies and adherence to food safety best practices. Handwashing frequency increased, and staff was often required to wear masks. More surfaces had to be sanitized rather than merely cleaned, and more often. Restaurants removed large condiment containers in favor of packets to minimize items at the table needing sanitization between seatings.
Communication to staff was essential as best practices shifted. The dynamic nature of the situation demanded continuous updates to make sure employees knew about the evolving guidelines, hygiene protocols, and safety measures. Staff also needed additional training and communication regarding the new technology restaurants were implementing.
Likewise, it was crucial for restaurants to communicate to customers. Is the dining room open? Where am I supposed to stand? How is this establishment protecting me from getting sick? Prominent and clear on-premise signage, information on delivery platforms, and notices on websites and social media were the communication channels of choice.
Post-Pandemic Perceptions
Mask mandates and enforced social distancing have gone away, but some Covid-fueled changes that restaurants adopted appear to be here to stay — delivery and takeout options among them.
Many restaurants have continued using digital menus, often via QR code. Not all diners, however, are keen on the technology. According to a report from Restaurant Marketing Insights, a Technomic survey found that 88 percent of customers prefer traditional printed menus over digital QR codes. Respondents cited not wanting to take out their phone at the table as a main reason for their preference.
Expanded delivery, takeout, and curbside options have also remained above pre-pandemic levels. According to a recent trend report from GrubHub, food delivery and takeout peaked in 2020 at the height of the social distancing era, but remain among the top restaurant trends for 2024.
“Customers love the flexibility of online ordering — in 2023, restaurants used this technology to improve the dining experience and drive a sales increase of 17%," Grubhub reports.
Joy Pouros is a writer in the training department at Culinary Software Services, where she writes on a variety of topics related to the restaurant industry.
How has your restaurant moved forward since Covid? What policies, practices, and technology added during the pandemic remain part of your operation? And what have you changed? Let us know and we’ll share your thoughts with our readers! Email Editor Kathleen Furore at kfurore@restmex.com
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