Due to the unprecedented situation, the measures outlined in Part one and the hygiene practices in Part three are mandatory measures for delivery services that we believe will help you to operate delivery services effectively.

This advice should be considered a “Deliveroo Policy” for the purposes of our agreement, effective immediately. We ask for your full collaboration in this matter.

Prioritising Safety:

Nothing is more important than the safety of our restaurant partners, riders, and customers. In this guidance, we will address three areas that require shifts. This is now Deliveroo Policy for our restaurant partners, and we encourage all restaurants across the industry to consider following these practices in the interests of broader public health.

Key elements include:

Part one: Best practice delivery-only operations - physical set up

How should stores be set up physically to avoid cross-contamination?

  • Contact-free handoff with riders 

  • Layouts optimised for both high and low order volumes 

Part two: Organising staff and other personnel - welfare and responsibilities

How should staff and other personnel be organised?

  • Roles and responsibilities 

  • Performance tracking 

  • Employee welfare 

Part three: Operations for the highest level of safety - hygiene and customer care

How can you provide comfort to customers that the operations uphold the highest levels of safety? 

  • Stronger hygiene practices 

  • Focus on packaging  
    Customer queries 

Part four: Staffing guidelines for delivery-only restaurant service

How to staff-up a financially viable delivery-only restaurant

  • Delivery-only staffing

  • Breakeven estimates for delivery-only 

Restaurant viability

We understand that delivery volumes may not match previous in-store volumes, which creates significant profitability pressures.

Menu simplification: In most instances, reducing your menu for a delivery-only environment will drive operational and supply chain efficiencies while allowing you to satisfy the majority of consumer demand. We have seen that 80-90% of orders placed are concentrated in less than half of menu items, which would allow for material rationalisation of menu complexity

Opening hours: Consider adjusting your open hours to reduce operating costs. Orders are highly concentrated in peak times, and time between peaks can be used to prep as much as possible for dinner service as well as the following day’s lunch peak.   

New ways to utilise staff and resources: Some restaurants have also been exploring new offerings that can help utilise staff and reduce food wastage. For example, frozen meals or meals that are easily reheatable can be a convenient way for customers to fulfil more of their meal-time needs in a single order.  

Site selection: If you have multiple locations and must choose which to keep open, consider factors such as which site would enable maximum population coverage and safe space inside stores. 

Example sign - to be placed in a highly visible location, for riders picking up orders from your restaurant 

Rider key messages:

  • Follow the directions of the Restaurant Coordinator

  • Respect the safety distance of at least 2 metres both outside and inside the store- Do not enter the store until your number is called

  • When your number is called, enter the Deliveroo-marked waiting area until the store staff have placed your order on the table and walked away

  • The delivery tables are disinfected regularly

  • If available, use hand sanitizer, or feel free to wash your hands inside

  • Avoid all kinds of contact during orders, both with the restaurant and with the customer 

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