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Why Schlotzsky's isn't ready to reopen dining rooms
Although based in Georgia, where restaurants are now allowed to reopen dining rooms, Schlotzsky's has decided against welcoming in-store dining. COO Tory Bartlett explains why.
April 29, 2020 by Cherryh Cansler — Editor, FastCasual.com
The Waffle House, Chronic Tacos and Jason's Deli began welcoming diners Monday in Georgia as the state eased stay-at-home restrictions for businesses following social-distancing guidelines. Atlanta-based Schlotzsky's — owned by Focus Brands — hasn't opened its doors, however.
"In the best interest of our guests and team members, we decided collectively with our franchisees to postpone the re-opening of dining rooms, regardless of what is allowed in any given market, until we have all the proper equipment and protocols in place at each of our locations and the staff is fully trained on any new procedures moving forward," COO Tory Bartlett said in an interview with FastCasual.
More than 90% of chain's 350 locations have remained open for curbside pick-up, drive-thru and third-party delivery with only about 6% totally closing.
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| Schlotzsky's COO Tory Bartlett said the brand isn't ready to open its dining rooms. |
"A few of those were already expected to close this year, and we anticipate some of the others will reopen," according to Bartlett, who said Schlotzsky's has not yet determined when stores will be open for dine-customers. "There are many factors that need to be considered before we add dining-room service to our options for guests."
Regardless of the opening date, Schlotzsky's will continue to implement enhanced cleaning and sanitation procedures and comply with all local and state guidelines.
"We will also introduce additional measures such as hand sanitizers for guests and making new personal protective equipment, such as masks, available for team members," Bartlett said. The chain will also enforce guidelines from the U.S. Centers for Disease Control and Prevention, as well as local and state authorities, including social distancing and spacing out seating, as well as its own heightened cleaning and sanitation procedures.
The importance of being nimble
Although sales are down compared to this time last year, Bartlett said the chain quickly dialed up its drive-thru performance, launched lunchboxes and family meals, added curbside and relied more heavily on third-party delivery.
"Some locations are actually positive due to having a drive-thru, leaning into value and family offerings, and in some cases, the added benefit of nearby competitors closing, as well as increased presence on third-party delivery marketplaces, has contributed to positive sales," he said.
The company has also been diligent about communicating daily with franchisees as well as concentrating heavily on speed-of-service, focusing on labor efficiency, reducing SKUs and evolving menu offerings for both efficiency and to target the new needs of customers.
"Specifically, our marketing efforts have focused on curbside and drive-thru and promoting our family meal deals and community involvement," Bartlett said.
Bartlett said before restaurants are able to once again thrive by serving dine-in customers, the public must feel safe in order to be comfortable going to work, going out to eat and engaging in other activities that drive the economy. The government's role is key as its up to it to ensure people have appropriate information, testing, precautions and care, Bartlett said.
"In addition, the government should work with a diverse set of stakeholders to continue to solve for the many different situations in our industry, as well as with the local and national restaurant associations, to keep one of our nation's economic pillars strong to continue to employ and serve our communities," he said.
About Cherryh Cansler
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