Page 38 - July 2020

RLI LEISURE INSIGHT

Restaurant Insights

Post Lockdown

Matt Turner, Founder and CEO of tastecard and The Dining Club
Group, shares some positive insights on the potential recovery
of the hospitality sector post lockdown and how independent
restaurants have responded to change during the pandemic.

here’s no denying that the global pandemic has support in a number of ways, including; providing research
rocked the restaurant world. We are living through insights to our partner restaurants, providing new search tools
a hospitality revolution, which will fundamentally on our website to highlight those restaurants offering collection
Tchange the way consumers think and act, indefinitely. and delivery and also those with exemplary FSA ratings. This has
The crisis has of course also forced huge changes to the not only made it easier for members but also our restaurant
way we operate. Adapting will be integral to the running of partners who are fighting the tide to survive during lockdown.
businesses, in order to comply with developing government As hospitality shifts back from delivery/collection to in-
guidelines and provide a safe, operable workspace. In restaurant dining, there will be significant impacts on trade
addition to this, brands will need to implement long-term and as an industry, we need to be prepared. A decrease
plans to safeguard and futureproof their business. in footfall and reduced capacity due to increased hygiene
We’ve already seen a sizeable proportion of our measures, plus employers should also be wary of additional
restaurant partners do this by shifting their business models aspects such as staff turnover.
towards delivery and collection. The speed at which many On a positive note, the results from our survey provide a
reacted to the changes has been a key to their survival, and healthy level of optimism to the hospitality sector. Although we
for some, the reason they’ve thrived. Due to the success of will, naturally, see a shift in consumer behaviour post lockdown
new services, almost half of our independent partners will which will present challenges, now is the time for creativity to
continue operating with these new models post lockdown. be the driving force as restaurants adapt to fit the new market.
Many are also considering or investing in new technology to Our research findings paint an encouraging picture, showing
streamline the offerings to ensure longevity, including third- that consumers are excited to visit restaurants again, with
party delivery partners and online ordering systems. almost half planning to return to their usual pre-lockdown
In the run-up to UK bars and restaurants re-opening on habits. There’s a small contingent that have missed dining out so
4 July, there have been many conversations and predictions much, they’re planning to do it even more, once they are able.
suggesting what these re-openings may look like. The truth is Although the pandemic has caused an increased level of
until it happens, we cannot be sure how the ‘new’ hospitality financial uncertainty, especially amongst those who have been
sector will look. However, to offer insight and gain a clearer furloughed, it seems that dining out is something Brits are
understanding, we conducted a study with over 8,000 of our unwilling to sacrifice. The pandemic has certainly highlighted
tastecard members. This has helped to identify the potential that the nation misses dining out with the freedom to choose.
changes in consumer dining behaviour and also what This seems to resonate more with those who have been
consumers are expecting in terms of safety measures when through additional stresses, such as job loss or being directly
the restaurant industry re-opens. impacted by the virus. Mercifully, the dining behaviour of
As business leaders, it’s our responsibility to support our more than half of Covid-19 survivors will increase or remain
customers, staff, partners and also each other. Throughout this the same after lockdown, showing strong national resilience.
period, we’ve been using our networks & resources to offer This excitement and desire for freedom has been felt by
all age groups. Even the higher risk group of those over 70
are desperate to finally venture out to a restaurant or bar, in
fact, it’s more than half.
Another trend we expect to see is the overall distance
being travelled to visit restaurants. Convenience is taking
a back seat as we expect more people to willingly travel
further for the experience of dining out, post lockdown,
compared to before, with averages of around ten miles for
urban areas and 19 for rural.
Many of our restaurant partners have already done a brilliant
job at pivoting their businesses to comply with the government
recommended safety guidelines, whilst continuing to serve their
customers. As we look ahead to a new phase within hospitality,
we are working closely with our restaurant partners to help plan,
innovate and address any potential customer concerns. With
this in mind, we are working collaboratively with our partners to
ensure they can open safely and welcome guests back, from 4 July,
once the re-opening phase commences in the UK. As a whole,
the industry has proven as resilient as the British public during the
pandemic. I’m excited and optimistic about what the future holds.

38 RETAIL & LEISURE INTERNATIONAL JULY 2020