We all know the hospitality industry has been hit hard during the Covid crisis. After having to close for most of November, bars, cafés and restaurants are to shut their doors at 11pm with last orders at 10pm, and in some parts of the UK completely close or can stay open if they serve meals.

Restaurants, cafes, pubs and hotels have tirelessly worked to ensure their establishments meet the government guidelines with screens, signage, stickers, staff bubbles, new cleaning procedures and more.

But customers want somewhere to eat and drink that doesn’t just feel safe – but is welcoming too. This can be a balancing act for these businesses. So in this article are some ways you can make your venue just as inviting as before, while following the guidelines.

1. Welcome signs

This is the first thing customers see, so ensure they’re warm and welcoming. Rather than instructing on the “dos and don’ts”, keep it approachable and friendly with phrases such as “Thank you for your patience while waiting to be seated.” Think about how a paying customer would like to be spoken to and treated.

2. Make it easier for customers to get your attention

Nobody likes to be beckoned with the click of fingers. But with most places now only being able to provide table service, it can be hard for customers to always get a drink as soon as they’re ready. Here is a bar that has created a fun way to get the server’s attention – they have fairy lights inside a clean, empty bottle in the middle of each table, which the customer switches on if they need to be served.

 

3. Make your table service the best it can be

Table service can feel much slower to customers than ordering at the bar. If you’re busy, pre-warn your customers when seating them, and also keep them informed so they know they aren’t forgotten about. It’s surprising how much more patient customers are after they have been acknowledged.

4. Staff face coverings

Some restaurants and pubs have opted for face shields/visors instead of masks for their team, allowing customers to see their full faces. There’s a lot to be said for service with a smile!

5. Customer face coverings

You might have signs displayed which politely request customers to wear face coverings when they aren’t seated. Also read these guidelines regarding exemptions, stating “Some people may feel more comfortable showing something that says they do not have to wear a face covering. This could be in the form of an exemption card, badge or even a home-made sign. This is a personal choice, and is not necessary in law.” They also do not have to disclose their medical reason (Equality Act 2010).

6. Feedback forms

Print out some simple feedback forms to have on the tables, so people can tell you their thoughts about your establishment. It shows that their feedback is important to you. Any feedback you receive will help you see what’s working well and if there are any improvements that could be made.

7. Promotions and marketing

If you aren’t already, create a mailing list and encourage customers to join it. You can run competitions to win a meal for two, promote particular dishes or drinks, and provide exclusive discounts. You can also promote your social media pages.

My monthly newsletter includes more tips and advice on improving your business, Feel free to sign up here – I promise not to spam you and you can unsubscribe at any time!