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COVID-19

At Mamey our team takes the utmost care to provide a safe environment for our staff and guests. In light of the pandemic we have taken extra precautions to ensure that you can enjoy your food and drinks knowing full well that we are going above and beyond what is required. Our collective well-being is top priority, please read below to see what we are doing. We thank you in advance for your trust and understanding. 

Hygiene:

*The following instructions must be completed during every shift:

  • Washing hands every 30 minutes and after dropping plates and glassware in the dish pit.
  • Hand sanitizers and wipes to be made available near every station in the restaurant including back of house. 
  • Make masks available and mandatory for all. Each staff member will receive one at the beginning of each shift and dispose of it at the end of the shift. 
  • Scheduled sanitizing of all shared surfaces every 30 minutes including doors and door handles to entrances of the restaurant and bathroom. 
  • Floor must be swept as food falls on the floor, especially behind the line. 
  • Increased cleaning across the board with an external agency deep sanitation every week.  
  • Ban physical contact (no handshakes, high fives, fist bumps etc.).
  • Hair must be pulled back, and tucked away behind ears. 
  • Facial hair must be kept trimmed low at all times. 
  • Nails must be kept clean and at a short length and be checked by supervisor once a week. 
  • Uniform must be completely spotless every day including shoes and aprons. 

Health Policies:

  • Prepare staff to cover one another’s shift in the event that someone has symptoms and needs to stay home. 
  • Keep a laminated sheet that is visible to every team member that lists clinics nearby and COVID-19 testing sites. 
  • The Food & Beverage industry does not allow one to work from home. Ensure your team that there are risks with serving the public. Give them the option to decline employment but also assure them that we are doing our best to keep our team members safe and protected at all times. 
  • Encourage your team to travel for the moment. If they choose to do so, they will have to self-isolate for 14 days. 
  • Invest in contactless thermometers and enforce daily, mandatory temperature checks for the team upon arrival. Anyone with a fever or other COVID-19 symptoms gets sent home.
  • Limit tastings with beverage and food reps and have them send samples instead. 

Within Restaurant:

  • Consider giving guests more space to physically distance themselves from each other. Currently, we will be setting tables six feet apart and limiting guest count to 4 people per table. We call this initiative “tropical distancing” as we continue to adjust to this new normal and integrate the changes into our island-minded concept. 
  • Offer a hygienic option for guests to store their masks during their meal, (either a paper bag with a sticker or even an envelope). 
  • Offer as many hand sanitizers and wipes as possible, especially before and after the guest’s meal. 
  • In order to seat a guest, below is a detailed list of the safety protocols we will follow when doing so: 

-Host stand will only accept one guest at a time!

-Guest visits host stand to be sat and must be wearing a mask upon greeting. Guests not wearing a mask are not allowed to enter the premises and will be asked to find a mask or leave. 

-Server will approach the host stand and the host will indicate which table the party will be seated at. Server will then take the guest to the table that will be sanitized after each use.  

-If a guest orders wine, do not pour either. Drop glasses and open bottle at table. 

-After the order is placed and the food is ready to be taken to the table, the tray will be sanitized at a designated table where it will be sprayed, away from the food. Whoever is running the food will put on new gloves and run the food to the table. 

Team Organization:

  • If someone is sick and needs to stay home everyone will be notified and asked to get tested immediately.
  • Shifts on the schedule will be staggered. Initially, front of house staff will not be scheduled full-time during phase 2. It is crucial that in the event that someone is sick and needs to self-quarantine, a team-member volunteers to cover their shift. 
  • Hanging out in large groups is prohibited especially on the days in which one is scheduled off. Please respect the honor system since no one can see what anyone else does on their off. Please be considerate of everyone’s health and the possibility that it just takes one person to contract the virus for everyone to be without a job. 

Delivery/Take-Out:

  • Since we are using a delivery service, we will offer a contactless pick-up area for the restaurant. Riders are not allowed inside of the space and must stand within 6 feet of any staff member who greets them. 
  • All orders must be checked after they have been handed to any front of house member to assure that guests receive all items and to avoid discouraging guests from ordering in the future due to any discrepancies. Whichever front of house member who receives the order must check it a second time 
  • Cash is no long accepted and orders must be placed on-line only. The only exceptions for phone payments are:

-If the order is very large and needs to be charged the day prior.     

-If the person is elderly and cannot get access to the internet

  • Be patient with guests over the phone and walk them through the on-line ordering process if they are having issues. Online ordering is the best way to remain as contactless as possible. 
  • Any item that a guest wishes to add to their order after already placing it may be charged using the credit plus button bento. Do not accept any credit card payments in person. 

Communications:

  • Ensure that the messaging across all of your platforms (social media, emails, press releases, conversations with guests etc.) is aligned and timely.
  • Prepare for a guest or a team member to test positive for the virus as if it is inevitable (because it basically is).
  • If you react quickly, sincerely and transparently, that is half the battle won already.

Guest Relations:

  • If you are informed of a guest testing positive and the same guest who tested positive has an upcoming reservation, let them know in advance that they will not be accommodated until they fully recover and provide alternatives if you can, such as take out. 
  • Ensure that every phone-call and email is answered. Guests will be calling to ask about policies and how we are offering service during these times. 
  • If a guest is seeking medical advice, direct the guest to the CDC government website to further advice and protocol. We are not medical professionals. 

Internal Communications:

  • Do whatever is takes to make your team understand that there is no shame around Covid-19 and that they will never be penalized for communicating with you. 
  • Right now we cannot stress enough how important it is to keep up updated around anything to do with the virus that is happening in your personal life. Let us know if: 

-If someone in your apartment building tests positive.

-Someone you live with may have been exposed at their place of work. 

-You or your partner experience even mild symptoms. 

  • We will never be upset if you communicate with us. There is NO stigma around having this virus, we will not make your identity known to the wider team but we do need to be able to get you and your immediate team members tested and offer the help you might need. 
  • Helping out one another is MANDATORY as we begin to adapt to these new ways. There is no divide between back and front house, everyone is to communicate to one another as a team and work as a unit:

As we mentioned above everyones safety is the top priority for Mamey. If you have any questions please do not hesitate to email our Community Outreach Manager Cindy Ferreiro at cferreiro@thesishotelmiami.com