F&B veterans brace themselves for new rules when dining-in reopens

[The_King]

SINGAPORE: When dining finally reopens – currently planned for Aug 18 when the current Phase 2 (Heightened Alert) curbs are set to end – F&B owners said their biggest worry is managing crowds when they have to check who is vaccinated or not.

“We are sandwiched”, said Ya Kun Kaya Toast’s director of branding and market development Jesher Loi. 

 

“If the Government enforces, we will have to abide by that. So, we will make adjustments. We will have to check your app … and also there will be ambassadors around who will either insist or assist.”

Speaking on CNA’s Heart of the Matter on Thursday (Jul 29), Mr Loi said he foresees huge challenges if his lean staff have to respond dynamically from behind the counter.

In his experience, customers tend to look for a table first while one person in the dining group queues for their order. But F&B operators must ensure all of them have their temperatures checked and cannot make exceptions.

 

Each situation can vary, he explained, adding that it also depends on the outlet layout, the group size and whether the store is busy.

“I can feel my stress levels rising ... dealing with hostile customers and people who have their interpretations of the rules," said chef-owner of Summer Hill restaurant, Anthony Yeoh, also on the podcast.

“Tempers tend to flare up a lot more easily nowadays. It's always trying to find the right balance and still creating a good experience for customers. That's what restaurants ultimately are about,” he added.

The patience of F&B staff too will be tested. “From the customer's perspective, it's our first time to the restaurant, it's our first time being told, redirected or told to go back to the line again. But from the staff’s perspective, you could be the 40th person, the 60th person," Mr Loi said.

 

This is why he is appealing for customers to be understanding should there be delays, especially during peak hours. “Customer participation is critical. The vast majority of them are cooperative but sometimes they misunderstand and say, ‘I was here first’. And you get hostilities at our level on the ground.”

 

Mr Yeoh said he hopes the rules are kept clear and simple, else businesses will find “that at some point it's not worthwhile for the business to risk breaking the law”.

The F&B sector in Singapore has been hit by COVID-19 restrictions many times over the past year, beginning with a circuit breaker in April last year, to finally opening up to five diners in June 2020, then gradually increasing to eight diners in December 2020.

As community cases began to rise this year, group sizes were reduced to five in the beginning of May. But on May 16, Phase 2 (Heightened Alert) kicked in and dining-in was banned once again.

 

Most recently, co-chair of the multi-ministry task force Lawrence Wong said on Monday (Jul 26) that authorities planned to review easing restrictions in early August and potentially requiring anyone who wants to head to a restaurant, a gym or a large event to be fully vaccinated.

 

 

https://www.channelnewsasia.com/news/singapore/covid-19-restaurant-cafe-close-dine-in-ban-phase-2-rules-diner-15338612