Covid-19 FAQs

Version 10: updated 30 November 2020

What are you currently doing to keep the teams and customers safe? 

We are continuously reviewing and revising our COVID-related protocols. We have consulted with our teams and compiled a COVID-19 specific Risk Assessment, following advice from the UK Government’s and our retained safety consultants, Surefoot Solutions, a third-party Food Safety and Health & Safety company.

  • We have safety procedures in place for our restaurants that are operating for eat-in, takeaway & delivery services. The guidelines are listed out in our internal COVID-19 Delivery Policy and the Re-Opening Protocol documents which include, but are not limited to, the following:
    • We will be re-open to dine-in guests from Wednesday 2 December across London and in Liverpool which have been placed under Tier 2 according to the new government’s restrictions. Manchester will remain open for delivery & takeaway, however, Leeds and Bluewater will be temporarily closed. We will review this again in the near future.
    • A slightly reduced menu in order to ensure that our kitchen team can work in a safe environment with the least amount of cross-over to other sections
    • Not taking cash payments. We’re still accepting all major forms of credit cards, debit cards, Apple and Google Pay, and contactless payments
    • NHS Test & Trace:
      • All customers must check-in for Test & Trace purposes by one of the three methods before being seated at the table:
        1. By scanning the QR code via the NHS COVID-19 app
        2. By scanning Rosa’s own QR code (does not require an app)
        3. By leaving your full name and telephone number with our staff, in the case that your phone does not have a QR reader functionality
      • We store customers’ details only for the Test & Trace purposes for up to 21 days as per the Government’s advice.
    • Everyone, including staff, customers, and contractors, must wear face masks or coverings while walking around the restaurants. Customers are allowed to remove the face masks or coverings once seated at their designated table.
    • A pre-shift health and temperature checks before any team member can start their shift
    • Significantly enhanced cleaning and sanitisation processes, including a dedicated team member to clean the restrooms every 20 minutes
    • Hand sanitisers are readily available for all our guests and teams
  • Our delivery service is carried out by Deliveroo, so customers can still enjoy our food in the comfort and safety of their own homes, with an option for contact-free delivery at checkout. Delivery will be available until 10:30pm Sun-Thurs, and 11pm on Fri-Sat at most locations. Please check your local store for closing time.
  • We are offering click n’ collect and takeout with cashless/contactless payment and contact-free collections. We kindly ask that our customers wait outside of the restaurant while respecting the social distancing rule.
  • External delivery companies drop off ingredients in the morning when there are no team members on-site to limit any interactions.
  • We will continue to monitor the news and follow the Government’s guidelines. We sincerely thank you for your patience and understanding while we work out which locations to open or close. We’ll be announcing any updates on Instagram and Facebook so please stay tuned.

What else are you doing to support your teams?

  • We are tracking sickness levels and absences (of any kind) across the company on a daily basis. Every team member has a pre-shift interview to establish any illness issues, and is subjected to daily temperature checks. If for any reasons our team feel unwell or showing any COVID-related symptoms, we will request for them to stay home and not come to work.
  • We are regularly communicating with both working and furloughed team members via emails, phone calls, and text messages. We also have an internal hotline that they can reach out to our People Team in English and Thai.
  • We have outlined some useful information and links to resources to help our team members navigate a variety of topics like housing & bills, mental health & managing underlying health conditions.

Am I able to book a table?

  • We are now taking bookings for Wednesday 2 December onwards across London and in Liverpool! Book your table here.

For more information on our Booking Policy.

What are you doing to support the NHS and frontline workers? 

Why can the delivery / collection times be longer than usual?

  • The demand for our services has been extraordinary in the past few months. We are continuously working to optimise our operation but we need to have some capacity constraints in order to keep teams and delivery partners safe. We would rather disappoint people in restricting their ability to order than in their food not getting there or not being up to our usual high(est) standard.
  • And there’s no doubt things are going wrong much more often than normal at the moment. We appreciate everyone’s understanding as we seek to adapt to a totally different working environment.

What can we do to help your business if you don’t deliver to my area or if I can’t come to your restaurants?

  • You can still help support our restaurants by purchasing our online gift card which can be used at any location up to 12 months from purchase. All gift cards purchased before 31 August 2020, their validity has been extended by another 6 months.
  • Our cookbooks are also available online so you can learn to cook our delicious Thai recipes at home.

If you’d like more information or have any questions about our policy, please get in touch via email at hello@rosasthai.com