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Frequently asked questions

 

RE-OPENING

When will you be opening restaurants?
Our restaurants are opening in phases from 4th July. Please select your restaurant/hotel and see their page on our website for details. 

Are there changes to the booking procedures?
Whilst not mandatory, we would encourage all guests book a table online before visiting the site to avoid disappointment and unnecessary queues. 

Due to new laws passed by each devolved government, we can only accommodate groups of up to six people (including children and highchairs) in England and Northern Ireland at the moment. Multiple bookings that increase group size above six cannot be taken currently, and existing multiple bookings will be cancelled.

In Wales and Scotland the laws do not apply to children under the age of 11 and 12 respectively. Please contact restaurants directly to check availability and book.

Are there any new guest processes for arrival and whilst at the restaurant?  
From the very moment you arrive at the restaurant, your safety is our priority, so whilst guests can expect the same warm welcome we’re famous for, we’ve made several changes to help keep people safe:

  • A face mask will be required when entering and moving around the restaurant, away from your table (see exclusions below)
  • There will be a safe queuing system in place on arrival, after which a dedicated host will explain how things will work.
  • You’ll be given a single-use paper menu, which is smaller but perfectly formed featuring many of our guests favourites and can be recycled after use.
  • For now, if you’re eating in the restaurant you’ll need to order all your food an drinks from your table.
  • You’re encouraged to remain at your table wherever possible, and movement around the restaurant will be directed to maintain distance.
  • The toilets will be 1 in, 1 out.

Are there any exclusions around wearing a face covering whilst at the restaurant?

  • It’s not necessary to wear a face covering when seated at your table.
  • Face coverings are not mandatory for the following guests:
    • Guests with medical exemptions or a reasonable excuse
    • Children under 11 in England & Wales
    • Children under 5 in Scotland
    • Children under 13 in NI and ROI

SAFETY

What are we doing to ensure guests have a safe and enjoyable experience when dining with us?
We have created a gold standard in our “A Generous Serving of Safety” promise. This means that we strive to provide the safest possible environment for your visit by providing easy access to hand sanitiser, introducing measures to maintain distance, reducing touch points where possible and increasing levels of cleaning and disinfection throughout the restaurant using products certified according to European Standards and effective against COVID-19.

What specific changes have you made to your restaurants in light of COVID 19? 
Since the outbreak of COVID-19, we’ve rolled out additional safety measures across all our restaurants. These include but are not limited to:

Hand Sanitising

  • Hand Sanitizers will be placed at the entrance and exit and in other high traffic areas.

Maintaining Distance

  • We will be following the most up to date government social distancing guidelines.
  • We will ensure safe spacing throughout the restaurant and use protective screens where required.
  • We are using floor and ceiling signage to maintain distance and direct flow safely around the restaurant.
  • Toilets are one in one out.

Protective equipment for our teams

  • We’ve provided our team members with protective equipment including hand sanitiser plus gloves and aprons for cleaning. Following the government guidance on the need to wear face coverings in a restaurant setting, all our teams have been provided with disposable face masks.
  • Our kitchen teams will wear visors at all times whilst in service.

Reducing Touch Points

  • We will deliver all food and drinks to the table on trays to reduce the number of touch points.
  • We will be using single use, disposable menus which can be recycled.
  • Disposable allergens menus will always also be available.
  • Contactless payment is encouraged and has been increased to £45.
  • All sanitised cutlery will be wrapped in individual napkins.
  • Condiments and seasoning will be provided as individual sachets.

Increased Cleaning

  • Our restaurant will be cleaned by a dedicated member of staff continually throughout the day.
  • Each table will be cleaned between visits.
  • Our cleaning products are certified according to European Standards and effective against COVID-19.

What re-assurance can I get about the cleaning products you are using? 
We have a longstanding partnership with Diversey – one of the world’s leading suppliers of cleaning and hygiene products. Diversey provide products to a vast range of industries across the world, including some used by the NHS and other healthcare settings.  We are using chemicals that sanitise our restaurants to the standard of EN14476 for viricidal efficacy.  This means the products used are proven to be effective in killing COVID-19.

How are you training team members on the changes?
Our rigorous training scheme ensures our team members have a well-informed understanding of the disease and its transmission. It provides guidance on appropriate social distancing and use of personal protective equipment (PPE), as well as physical and mental health monitoring and support.

We’ve also set up a dedicated COVID-19 Health and Safety Forum which brings representatives from every restaurant together on a weekly basis to collaborate and consult with their colleagues, helping inspire confidence and embedding best-practice estate-wide. 

What PPE are you using?
We have made a significant investment into the provision of a range of PPE, including gloves, aprons and hand sanitiser. Following government guidance, all our teams have been provided with face masks. Additionally, our kitchen team members will be wearing visors whenever they are working in the kitchen. 

What if I am not satisfied with the standard of cleanliness of the restaurant. What can I do?
In the unlikely event you are not satisfied with the standard of cleanliness of your restaurant experience please alert the general manager as soon as possible and they will be more than happy to help resolve the issue.

What checks are you doing on staff members to ensure they are healthy to work?

  • We have a regular daily health check process for Team members to confirm their wellbeing.
  • If a team member is unwell, they will be sent home immediately and advised to call 111.

How are your team protecting me from getting infected by other guests?   

  • We have 1-way systems mapped out in our restaurants where possible.
  • Our tables have been spaced out and where appropriate we are proving screening to separate tables.
  • Sanitiser stations are available throughout the restaurant.

How is the health of other guests managed? Is there a process for reporting this?  

  • Marketing collateral at the entrances reminds guest not to enter if they feel unwell.
  • In the event that it is discovered that a guest is unwell, the management Team have been coached in scenarios to combat these situations, for example suggesting that the guest leave until they are fit to return.

How are you monitoring guests entering the restaurants?
In line with the government’s Test and Trace initiative, we will be recording key details from our guests, including their name, email address and phone number. This is a mandatory requirement. If you’ve booked a table, these details will be taken when you book, otherwise we will ask you to provide them when you enter the restaurant.

How will my information be stored/used?
Guest information will be securely stored for 21 days, then deleted from our records. Rest assured, we are recording this information solely to assist the NHS with the government’s Test and Trace initiative, and will not use your personal data for any other purpose.

SPACES

What is your garden area protocols? How are you maintaining social distancing?  

  • Our garden tables are evenly spaced and there will be a team member on hand as soon as guests are seated to explain how things will work.
  • Guests in the garden will pay for their food and drinks at the bar.
  • All food, drink, cutlery and condiments will be brought to them.
  • Table service will be available in a selection of our gardens and guests are only advised to leave their tables when purchasing additional products or using the toilets.
  • We will devise a clear 1-way system through the restaurant where possible to maintain distance and reduce crossover.

Is your Play area still open?
We have taken the decision to close our Play areas, we will update once we have an understanding of a reopening date.

How are we you managing Machines (including ATM’s)?

  • Our dedicated hygiene Team member has a scheduled set of cleaning tasks, including regular sanitisation of our machines.
  • Where possible, the machines have been spaced out or closed where these cannot be safely used (for example pool tables).
  • Signage is present throughout the restaurant reminding guests to regularly wash and sanitise their hands, remain at their tables where possible and maintain distance.
  • Protocols are in place for the handling of change between the team and guests.

ALLERGENS

How do I reference all food/drink allergen information?
Our team will ask if you have any allergens when you are seated and will provide you with a disposal allergy data sheet which indicates allergens by dish. Your order will be taken by an allergen management trained member of our team who will talk you through the steps we take both in our restaurants and our kitchens. For full allergen information check our website before you book. 

BREAKFAST - RESTAURANT / HOTEL GUESTS

Are you serving breakfast?
We are serving breakfast in all of our restaurants

Are you still doing Kids Eat Free?
Yes, 2 Kids under 16 eat free across our full & continental breakfast 

HOTEL ONLY

Are you still doing the Meal Deal?
Our meal deal is back and available in all of our restaurants connected with a Premier Inn. Our meal deal offering may vary per site so please check our Premier Inn website or ask in your local restaurant for details. 

What time are you serving food and drink?
We are serving breakfast, lunch and dinner. Please select your restaurant/hotel and see their page on our website for details.

Is the bar open?
Our bars are now open in all of our restaurants

Do your rooms have fridges so I can store my own food?
Only our Premier Plus rooms contain mini fridges.

Can I store food in your fridge if there is none in my room?~
Unfortunately, due to allergen risks we are unable to offer food storage for guests.

If the restaurant is closed, will the bar still be open?
The bar is currently closed in all our closed restaurants.

Do you offer evening meals?

All of our Cookhouse + Pub restaurants are open for dinner and evening meals. However, our offering changes by location and some of our other hotel restaurants are offering takeaway and take-to-room dinner options only at present. Please select your restaurant/hotel and see their page on our website for details.

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