Covid policy

STEERS COVID-19 NO CONTACT DELIVERY PROCEDURE

NO CONTACT TAKEAWAY

What is NO CONACT TAKEWAY?

  • A process where customers can order their meal in-store over the counter to take away.
  • Customer is to stand in queue at allocated social distance floor markings at 1.5m apart.
  • Customer will place their order over the counter with the cashier, make payment, then wait in the allocated waiting area.
  • When the meal is ready, a team member will bring the meal on a tray to the customer in the waiting area, maintaining a safe distance and no physical contact.

Is there a limited number of customers permitted in the store?

  • As per government regulations under Level 3, all customers must maintain at least 1,5m distance apart, thus limiting the number of customers we can let into our restaurant at a time, depending on the floor space.
  • The restaurant reserves the right of admission only to customers who fully comply with all the safety protocols as per government and Steers regulations under Level 3.

Is social distancing practiced during NO CONACT TAKEAWAY?

  • Yes. Social distance floor decals are placed 1.5m apart on the floor and this serves the purpose to determine the number of customers allowed in restaurant.
  • There is a designated waiting area for TAKEAWAY customers after placing their order.
  • Social distancing is applied at takeaway waiting area where a compliance officer will coordinate the 1.5m distancing between customers.

What menu offer is available when customer is ordering NO CONACT TAKAWAY?

  • There may be a difference in the menu offerings across our various menu channels. Menus will be available at the restaurant for customers ordering for takeaway.

What safety protocols are in place for customers using NO CONACT TAKEAWAY?

  • In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
  • All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.

How can a customer pay for their NO CONTACT TAKEAWAY order?

  • We offer no contact card and no contact cash payment options for all TAKEAWAY orders.
  • Should the customer be paying by card, the card machine is sanitised before and after each transaction; sanitiser spray is also available for the customer at the counter.

NO CONTACT IN-STORE COLLECT

What is NO CONTACT IN-STORE COLLECT?

  • A process where customers place their order online or by phone call to pick up their order at the restaurant.

Will customers have to wait in line?

  • Customers who ordered for collection will join the takeaway queue to reach the counter to make payment for their order.
  • Customers who have paid online will be fast-tracked to the front of the queue to receive their order.

Is social distancing practiced during NO CONTACT IN-STORE COLLECT?

  • Yes. Social distance floor markings are placed 1.5m apart on the floor and this serves the purpose to determine the number of customers allowed in restaurant.
  • There is a designated waiting area for TAKEAWAY customers after placing their order.
  • Social distancing is applied at takeaway waiting area where a compliance officer will coordinate the 1.5m distancing between customers.

What menu offer is available when customer is ordering IN-STORE COLLECT?

  • There may be a difference in the menu offerings across our various menu channels. Menus will be available at the restaurant for customers ordering for takeaway.

What safety protocols are in place for customers using IN-STORE COLLECT?

  • In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
  • All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.

How can a customer pay for their IN-STORE COLLECT order?

  • We offer no contact card and no contact cash payment options for all TAKEAWAY orders.
  • Should the customer be paying by card, the card machine is sanitised before and after each transaction; sanitiser spray is also available for the customer at the counter.

NO CONTACT KERBSIDE DELIVERY

What is KERBSIDE DELIVERY?

  • A process where the customer is able to place an order and then drive to their selected restaurant to receive their meal.
  • The customer will receive their meal through our strict no contact handover process, without having to disembark their vehicle.

How can a customer order for KERBSIDE DELIVERY?

  • The easiest way to place an order is through our APP. The customer will build their order basket on the APP, input their vehicle details and then checkout, all in one seamless process.
  • Alternatively, KERBSIDE DELIVERY is also available to customers via our website or at selected restaurants for call in.

Why do we need the customer’s vehicle details?

    • For us to clearly identify the customer, and ensure the correct meal is delivered to the correct vehicle, we will require the customer to provide us with their vehicle details (make, model, colour and registration). • Upon the customer’s arrival at the restaurant, we will be able to identify the vehicle and delivery the correct meal to the vehicle in our parking area. • As a further form of identification, the customer can show the order confirmation which they would have received via SMS.

How can a customer pay for their KERBSIDE DELIVERY order?

  • Order placed online via our APP or website can be paid online, which is the safest option for customers.
  • We also offer a no contact card and cash payment option upon delivery.

Which restaurants offer KERBSIDE DELIVERY?

  • Only selected restaurants will be able to offer Kerbside Delivery.
  • Download our APP or visit our website to see which restaurants are operating in your location, and their respective trading hours.

Is social distancing practiced during KERBSIDE DELIVERY?

  • Yes, we will deliver the meal to the customer in their car.
  • The customer may not and will not be required to leave their vehicle at all.
  • The meal will be presented to the customer in a box and/or bag on a tray to promote no contact between our team members and the customer.
  • Card and cash payments will also be facilitated using a tray for no contact transactions.

What safety protocols are in place for customers using KERBSIDE DELIVERY?

  • In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
  • All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
  • Team members who are customer facing (such as runners) also have hand sanitiser available for both themselves and to offer to customers before and after handling food parcels, cash or card machines.

Is there a designated eating area at the restaurant for customers?

  • No, customers must leave immediately after receiving their order.
  • By government regulation, no food may be consumed on the restaurant premises.

Can customers receive a meal ordered by someone else on their behalf?

  • Yes, as long as the person coming to the restaurant is in the vehicle that was described when the order was placed, and that person has the order confirmation SMS (forwarded to them from the person who placed the order).

What menu offer is available when customer is ordering KERBSIDE DELIVERY?

  • There may be a difference in the menu offerings across our various menu channels. Download our APP or visit our website to view the KERBSIDE DELIVERY menu.

NO CONTACT HOME DELIVERY

What is No Contact Home Delivery?

  • In order to continue to combat the effects of COVID-19, all restaurants that are open for Delivery only will implement a strict No Contact Delivery procedure with all deliveries.
  • This procedure ensures to protect both our drivers and our customers. This means that customers will be able to receive their meals with making no physical contact with the drivers.

What is the No Contact Home Delivery Process?

  • All delivery bags are sanitised and wiped down before each order is packed.
  • Online payments are encouraged, as this means zero contact at all; however, our process still caters for those who choose to pay with a card or cash.
  • Our drivers carry a personal hand sanitiser bottle with them at all times.
  • Upon arriving at the customer’s delivery address, the driver will knock on the customer’s door / ring bell.
  • The driver will stand at a safe distance from the customer.
  • When the customer comes out, the driver will sanitise their hands and remove the meal from their delivery bag.
  • The driver will place the meal on top the delivery bag in front of the customer, while still maintaining a safe distance.
  • The customer will pick up their meal and check the content of the order.
  • If payment needs to be made by card, the driver will wipe down the card machine and prepare it for the transaction. The customer will then simply tap, insert or swipe their card. If a PIN is required, the driver will hold out the card machine towards the customer so that the customer can enter their PIN without having to handle the card machine.
  • If payment needs to be made with cash, the driver will have confirmed the exact change amount needed before arriving. The change will be placed in a sealed and sanitised money bag. The customer will pick up their meal that was placed on top of the delivery bag, check the meal, and then place the cash on top of the delivery bag. The driver will pick the cash up, and replace it with the change for the customer to pick up.
  • The driver will then sanitise their hands and pick up the empty delivery bag to leave.

NO CONTACT DRIVE THRU FAQs

What is NO CONTACT DRIVE THRU?

  • A process where a customer can remain in their vehicle and order from the restaurant without any physical contact between the customer and restaurant team.

Is social distancing practiced during NO CONTACT DRIVE THRU?

  • Yes, the usual Drive Thru process will be followed where the customers will place their order, pay and collect their meal from the allocated windows.
  • NO CONTACT DRIVE THRU offers our customers the experience of Drive Thru without physical contact at the payment and collect windows, by use of regularly sanitised trays to handover cash, card machines and meals.

What safety protocols are in place for customers using NO CONTACT DRIVE THRU?

  • In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
  • All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
  • Team members who are customer facing also have hand sanitiser available for both themselves and to offer to customers before and after handling food parcels, cash or card machines.

How can a customer pay for their NO CONTACT DRIVE THRU order?

  • We offer no contact card and no contact cash payment options for all Drive Thru’s.

Can a customer order in advance and collect at the DRIVE THRU

  • No. Drive Thru orders can only be placed by customers in the Drive Thru queue at the restaurant and cannot be placed in advance.
  • Customers who wish to place their orders in advance should check on the Steers APP or website for their closest Steers restaurant that offers KERBSIDE DELIVERY.