Operations

Subway's take on getting back to dine-in

Like so many other QSRs these days, Subway stores and franchisees are in the process of powering and training up for dine-in amidst a socially distanced world.

Image: iStock

May 19, 2020 by S.A. Whitehead — Food Editor, Net World Media Group

As a sandwich-focused QSR built on diners' proven passion for menu customization, Connecticut-based Subway Group has likely had to enact as many, if not more hygiene and sanitation standards as any quick-service brand today. In fact, if you ask anyone who's ever worked as one of the brand's "sandwich artists," you'll soon learn that building individually compiled sandwich combos to customers' exacting specifications has always been challenging. Add all the new pandemic-generated guidelines and safeguards to that process, and it's clear Subway's has its share of training challenges for the foreseeable future. 

But Subway leadership said the brand and its many franchisees are tackling the problem head-on in both a methodical and creative way, as CEO John Chidsey said in a statement to customers on the brand's website last month. 

"A limited number of restaurants are testing a grocery store concept to provide their communities with access to fresh produce and other Subway favorites as grocery stores struggle to meet the demand of online ordering," Chidsey wrote.

"Other Subway owners have launched Subway Marketplace where you can enjoy many of your favorite Subway subs at home, including bread and a variety pre-packaged meats and vegetables."

The brand and its delivery providers have also worked together to make the cost of delivery less of a burden since to this day, the brand has provided free delivery on orders placed on its app or website, according to Chidsey. But, the brand is beginning the process of reopening stores to dine-in, and it's a complex process for Subway into what is completely uncharted territory for fast food brands. After all, the last pandemic in 1918 took place before most QSRs existed. 

As such, Aidan Hay, North America Vice President of Operations at Subway, told QSRweb, the brand has compiled something of an emergence, or perhaps we should say, re-emergence "playbook" for franchisees with all the guidelines and procedures needed to get up and operating in a socially distanced environment. 

"A limited number of restaurants are testing a grocery store concept to provide their communities with access to fresh produce and other Subway favorites as grocery stores struggle to meet the demand of online ordering. Other Subway owners have launched Subway Marketplace where you can enjoy many of your favorite Subway subs at home, including bread and a variety pre-packaged meats and vegetables."

-Subway CEO John Chidsey

Not only does this take a massive communication and training effort, but it also requires a hefty investment in newly needed equipment, like 1 million protective face masks for employees and any tools needed for daily wellness checks. 

"We provide a wealth of educational resources to franchise owners and sandwich artists through our internal digital platforms, and — in response to the COVID-19 outbreak — have doubled-down on training," Hay said in an interview with this website. "As we emerge from this crisis, we are preparing new resources including best-practices and how-to videos to heighten health and safety awareness. In addition, we are initiating a re-certification on food safety, hygiene and sanitization for all restaurant employees."

Among the additional measures Subway is enacting for locations re-opening for dine-in, are the following: 
    Reducing in-store customer seating to comply with social distancing mandates. 
    Re-certifying workers around food safety, hygiene and sanitization requirements. 
    Providing guidelines and resources for social distancing of employees and guests.
    Implementing employee wellness checks at the start of each worker's shift.
    Maintaining physical coverings on sandwich lines ingredients, except when in use.
    Providing masks for all employees.
    Installing hand sanitizer stations for guests and employees.

"We have been conducting external and internal research to inform short and long-term decision-making. ... For example, we know that food security is top of mind, and we are therefore taking proactive measures such as heightening in-restaurant health and hygiene practices, including keeping all ingredients on the sandwich line covered at all times, and introducing tamper-proof seals on our packaging. "

-Subway North America Vice President of Operations Aiden Hay

In order to devise its "playbook" and guide corporate leadership in how the brand assists franchisees in their reopening preparations, Hay said it's been more important than ever to tap in to how guests are feeling regarding everything around what customers need to feel safe and comfortable dining in. 

"We have been conducting external and internal research to inform short and long-term decision-making," Hay said. "More importantly, we've been seeking the input of our franchise owners and their employees as the ones on the ground, responding daily to the rapidly evolving landscape and interacting directly with our guests. 

"For example, we know that food security is top of mind, and we are therefore taking proactive measures such as heightening in-restaurant health and hygiene practices, including keeping all ingredients on the sandwich line covered at all times, and introducing tamper-proof seals on our packaging."

Hay said that the brand's leadership has learned a lot from its discussions with franchisees. Aside for operators' heightened concerns about meeting food safety and security mandates, he said franchisees are also seeking corporate guidance in two areas:  

• Information flow and processing:  "Over the last several weeks, the rapid pace of information and government decisions that have impacted our restaurants has been frequent, varied and complex. We've worked quickly to be able to provide our franchise owners with information and access to resources and materials necessary to continue to serve our guests and evolve to their needs," Hay told QSRweb.
• Government support: "Subway is a global network of independent small business owners and is 100 percent franchised, with the average Subway franchise owner owning around two restaurants. Government funding has been critical to our business owners during this time, and we've been providing guidance on how to take advantage of the various support measures being offered," he added.

Identifying those needs, on an operator-level has, in turn, guided leadership on what the brand itself should take on as its primary responsibilities moving forward into this new territory of QSR dine-in in a pandemic. The playbook around safety and health is a product of that work at the leadership level. 

But aside from that, Subway corporate sees its main responsibilities as revolving around providing both operational and financial guidance to operators and continuing efforts to be strong community players in this challenging environment. 

"Continuing the tremendous level of support and assistance we've been able to provide … whether it be through instituting financial relief and guidance on government assistance, supporting new and creative ways to serve our guests at a great value, or partnering with some of our suppliers to help inject funding directly back into the system for restarting purposes," are all areas of responsibility that Subway leadership has taken on in the pandemic, Hay said.

About S.A. Whitehead

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Pizza Marketplace and QSRweb editor Shelly Whitehead is a former newspaper and TV reporter with an affinity for telling stories about the people and innovative thinking behind great brands.