“In Food and Beverage, sustainability and local products are making a breakthrough”

Gemma Vidal is Human Resources Director of UDON, a restaurant group specialized in Asian food with presence in Spain and Portugal. With her we talked about the impact of the Covid-19 on the restaurant sector and how to face the future scenario. Sustainability, proximity, commitment and guaranteeing disinfection and hygiene systems are some of the elements that, according to Mrs. Vidal, will characterize the Food and Beverage companies in the period following the coronavirus crisis.

What has been the impact of the Covid-19 crisis at an economic and structural level on your company?

The billing situation and the Royal Decree 463/2020 which declared the State of Alarm, has led us to carry out a Temporary Regulation of Employment (ERTE) file for all the staff. We have left the minimum structure essential for the processes of each moment. The intention is to be able to cope with this period for as long as it lasts in order to guarantee the continuity of the business once it is over.

How are you preparing for when all this is over?

We are in a countdown for the theoretical return date in order to have all the procedures ready. The departments have coordinated the necessary actions scheduled according to the established date.

It is important to have the opening protocol prepared, internal and external communication, orders ready, measures for the prevention of occupational hazards, premises ready and information on all this for all the parties involved.

The business will focus on the national and daily customer, so it will have to work very well attraction and especially loyalty

What new scenarios can be opened up in the marketplace once the period of confinement is over?

Uncertainty has had the leading role of this period. What will happen afterwards will also be very variable depending on how long this crisis lasts and the reactions it provokes.

On a business level, we understand that delivery will be the top player. It was already a growing line of business, but now it will be the top player, until people gain confidence and the measures are having positive results.

The business will focus on the national and daily customer, so it will have to work very well attraction and especially loyalty. Tourism will not be reactivated until the end of the year, beginning of 2021.

Like every crisis, it makes customers more demanding and to look for a better return on their leisure investment (including restaurants). You have to make sure that you communicate the essence of the business and that you guarantee the experience that the customer expects.

Companies will have to be more transparent and more involved with the environment. Sustainability, local products and committed companies in general, are making a breakthrough. Teleworking will take centre stage in as many positions as possible and flexibility will probably be essential for every job.

With regard to customers, we must be able to guarantee disinfection and hygiene systems to give them the maximum security and confidence

What would you recommend to Food and Beverage companies that are in the same situation?

– Planning, communication, transparency and analysis of different possible scenarios to be able to react. It is important to start preparing so that the reopening does not catch us off-balance: we must know what and who we can count on.

– We must have a schedule with all the departments involved well-coordinated in order to know what and who must act at every moment. Now there is no excuse, we have the precious time to plan.

– Emotional and commercial communication, both internal and external, will be key to differentiating the essence of the companies, as well as their commitment to the environment.

– With regard to customers, we must be able to guarantee disinfection and hygiene systems to give them the maximum security and confidence to access our premises: taking their temperature to go in, disinfectant gel within their reach, clear lines of separation between people and a unique experience that compensates for the whole unfavourable context.