Umit Yuksel:
we missed our guests very much
Interview with Umit Yuksel, Regional Director of Summa Hotels in Moldova
Umit, a list of sanitary norms and rules of work process has been approved for the opening of these restaurants in Moldova after quarantine. I am sure that you will follow them. But I am interested in something else. The Radisson Blu and Marriott Hotels chains are now facing the challenge of working in the aftermath of the COVID-19 pandemic worldwide. I have no doubt that the chains themselves have developed their own protocols for ensuring the safety and health of the customers. Can you talk about these norms?
Of course. Our standards are even more severe than the standards provided by local authorities in Moldova. For example, the distance between the tables should be 1.5 meters according the local rules, but we implemented 2 meters in our properties. And we, of course, will follow the chain standard as much as they will not be lower than the local ones.
The list of job requirements is very long. But the guests, after all, still pay attention to the details and features. What have you implemented?
I repeat all the time to the staff to show a sincere smile even under the mask, even if the guest does not see it, the guest must feel it and see the smiling eyes of the waiter. Or about the greeting, this is how I greeted you, putting my right hand to my shoulder, above my heart. So we comply with sanitary standards, but also show to the guests how happy we are to see them.
This is at the level of emotions, but what about the level of technology?
Maybe these implementations can be found in another restaurants in Chisinau as well, but we provide, for example, a special device for the disinfection of telephones and money. We will encourage the guests to pay with the card in order to reduce the risk of the bacterium transmission. But if the guests will have only cash, then the waiter will come up with this special UV box, the money will be inserted there for 59 sec and it will be disinfected. Only after that the waiter or cashier will take them out, count them and when giving the change the procedure will be repeated. This way you will take the change already sanitized.
What else?
The QR code on the menu. The menus will be disposable. But, if you do not want to touch the menu, you can screen the QR code to the phone and view the menu on your phone.
Umit, we all will not run away from the mandatory measures of safety at work. But, until we get to this subject, let's talk about a few more details that will be interesting to the reader. After all, people will not come only for safety measures to the restaurant, but mostly for the food, wine, and, the most important for the atmosphere and socializing environment.
If we talk about socializing, then we always tried to do our best to offer to the guests a comfortable environment in our restaurants. Now, at the time of COVID-19, we have added two private dining rooms to New York Restaurant at Radisson Blu Leogrand Hotel, where you can order food and enjoy the private area. We will provide these private dining rooms for free, without any renting fee. The only requirement is to book them in advance. These are those two large rooms placed next to New York Restaurant in the lobby area of the hotel.
And what about the food, will there be any changes in the menu?
Of course there will be seasonal dishes. But, probably, what you will notice right away are the Chinese dishes inserted already on the menu of both New York Restaurants: dumplings, noodles, tofu, sweet & sour chicken, duck and others. You should definitely try them.
Fine. Already you have more things with what to attract guests there. Besides of this, I am not even talking about the wonderful views of Zaxi about which everyone knows. My friend was able to get from San Francisco to Chisinau recently and, finally arriving in Chisinau after 20 hours by minibus from Minsk, her first question was: “Pasha, when will Zaxi open? I want to go to relax to the terrace in the evening ..."
Now let’s talk about the security measures …
To describe all these protocols it is not enough one page, but I will summarize the main things. We are using 4 types of fabrics, different color for disinfecting different surfaces in the restaurant, and we will do it every 2 hours. Of course, we have installed disinfectant machines in all Restaurants areas and will provide masks to the guests that forgot to take their own.
Every 30 minutes, the cook and the rest of the staff will change their gloves, and every 2 hours – the masks. Cutlery will be separately disinfected with ultraviolet rays in a special machine. But, besides this, the guests will be offered the choice of disposable cutlery.
The temperature of each guest and our staff will be checked contactless when entering in the Restaurant. If somebody from our employees will have temperature higher than norms, then that person will not be allowed to work and the necessary measures will be taken. The personnel is specifically instructed on how to work and behave in the COVID-19 pandemic period.
There are separately prepared and implemented protocols for the preparation of hot and cold dishes.
Umit, let's end on a note not about security, but about relationships. If the entire interview would consist of one question just, and it would be the most important for you, what would be the answer?
We missed our guests very much and we are waiting for them ...
