What is the new normal for dining amid the threat of coronavirus? How will restaurants be redesigned to ensure hygiene and social distancing in the post-COVID world?
The Quint spoke with restaurateurs who are looking at a new model of contactless dining to remove non-essential human interaction and continue safeguarding both diners’ and staff interests and address their concerns.
Speciality restaurants like Mainland China have reopened their dining spaces as per guidelines from the government that ensures social distancing, regular temperature checks of staff and customers, gaps between tables etc. Debashish Ghosh, General Manager of the Mainland China group, said, “There is no layout of plates or cutlery on the tables. Everything is sanitised in front of the guests including chairs and tables. Mainland China has always had touch-less menu ie separate electronic tablets are provided to the guests to choose their food from. We are continuing with that.”
He added, “We are moving to self-service method where the food is placed on the table and the customers are serving themselves. The buffet system has also been stopped for now and there is a sit-down buffet only where a fixed menu is served to the customer at their respective tables.”
‘Music & Mountains’, a cafe in Delhi’s Greater Kailash Market, has also moved to contact-less dining experience with digital menu and self-servicing.
Rekhi added that the bar section of the cafe has now been converted to a living quarter for the staff. “We are anyway working with minimal staff and now since bars have not yet been allowed to reopen, we have made arrangements for our staff to live on the premises to reduce the risk of infection.”
“We also have pedal stations at the entry of the cafe where guests can sanitise themselves before entering. A server, who is himself health-checked every morning along with other staff, takes the temperature of the customer before they enter the cafe,” said Rekhi.
For local restaurants, however, the pandemic has dealt a heavier blow. Vinayak Minocha who owns a fast-food restaurant in Rajasthan’s Sikar said, “Although we regularly check the temperature and ensure sanitisation of our staff, the number of which has been significantly reduced, guests do not like it when they are asked for temperature checks. They would do that at big restaurants but want it easier at local joints.”
He added, “We have not yet reopened our seating fully so we have designated one particular place from where customers can pick up their takeaways.”
Technology solution providers told The Quint that in order to counter the fear, restaurants need to build trust and habits that reassure anxious diners.
The menu is a prime example of an item that changes hands most frequently. At a time when the coronavirus can survive on surfaces for 5-6 hours, it is not possible to sanitise a paper menu the way you can sanitise other surfaces like tables, say industry veterans.
Restaurants and technology providers are now looking at menus on the app as a way forward, something that is already in use in food delivery apps like Swiggy, Zomato and Uber Eats.
The Quint spoke with Ankit Mehrotra, founder and CEO, Dineout, who has recently unveiled the country’s first end-to-end ‘contactless dining suite’ to help restaurants operate in a post-COVID-19 world. It leverages the user’s phone to ensure a contactless experience.
“We looked at research in countries like China, Taiwan, Korea etc. The restaurant industry has been the fastest industry to bounce back, especially dining out. The main reason is people are not traveling for leisure anytime soon. Similarly, people do not want to go to the movies because of the seating, confined space and AC.”
“In pre-COVID India our expectation was that the adoption of this technology is going to be slow. However, what we are seeing based on early traction from restaurants and consumers that people will adopt this for safety. If it was only about convenience, it would’ve taken time to catch on,” Ankit Mehrotra told The Quint.
While the pandemic spelt heavy loss in business and revenues for three months, a new model looks to convert it into an opportunity for greater efficiency in managing inventory, customers and pricing.
The advent of the pandemic has raised another core concern – managing the number of individuals in an establishment. The need to ensure social distancing in large spaces like malls, office buildings, hotels and restaurants means the number of people have to be efficiently managed, especially during peak hours.
VAMS Global, which provides visitor management systems and works primarily with corporate offices, has come up with an upgraded product that can scan body temperature and record it, read faces with mask compliance.
Nikhil Kothari, CEO, VAMS Global says that the embedded face and palm recognition sensors provides hands free user authentication, which uses AI to allow entry of employees as well as visitors, who are complying to all COVID protection measures.
In a post COVID-19 world, visitors pre-registering for entry into restaurants and fixing slots is expected to be the new normal.
“We have added the ability to scan temperatures and mask compliance over and above the existing visitor management product. It has become a tool to manage the entrance control in the new normal,” he added.
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