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Guidelines - Pub updates

Last updated December 2, 2020
 
In line with Government guidance, all our pubs in Tier 3 areas currently remain closed. Jump to FAQs.

The pubs currently planned to open in Tier 2 are as follows:
 
Abbey Hotel, Battle
Adelaide, Teddington
Ailsa Tavern, Twickenham
Anchor, Colchester
Anchor Inn, Hastings
Ashburnham Arms, Greenwich
Bath Arms, Brighton
Bell Inn, Ingatestone
Black Horse, Battle
Blue Anchor, Crowborough
Bull Inn, Lewes
Bull Inn, Reading
Bull Inn, St Leonards
Castle Inn, Bodiam
Caxton Arms, Brighton
Chequer Inn, Steyning
Cinque Ports Arms, Rye
Comet, St Leonards
Cricketers, Woking
Cricketers, Chelmsford
Crown Inn, Nr Keston
Crown & Anchor, Shoreham
Crown & Cushion, Camberley
Dover Castle, Brighton
Duke of York, London
Flying Fish, Newhaven
Fountain Hotel, Hastings
Generals Arms, Chelmsford
Green Man,  Brentwood
Greyhound, Keston
Harrow, Hastings
Hastings Arms, Hastings
Hop Pole, Wandsworth
Inn on the Pond, Redhill
Lock & Barrel, Frinton on Sea
Kings Head, Guildford
Old House at Home, Dormansland
Plough, Hailsham
Plough & Horses, Farnborough
Plough Inn, Farnham
Poyntz Arms, East Molesey
Prince Albert, Bexleyheath
Prince of Wales, London   
Prince of Wales, Brighton
Red Lion, Haywards Heath
Regency Tavern, Brighton
Royal Oak, Battle
Royal Sovereign, Bexhill-on-Sea
Royal Standard, Hastings
Running Horse, Leatherhead
Ship & Whale, Rotherhithe
Sun Inn, Colchester
Sussex Oak, Horsham
Stag Inn, Hastings
Swan Inn, Kingston-on-Thames
Three Lions, Farncombe
White Horse, Maldon
William Boosey, Chelmsford
William the Conqueror, Rye
Windsor Castle, Carshalton
Woodman, Farnborough
Woodman, Ongar  
Ye Olde Pumphouse, Hastings
 
Please note that this information may be subject to change, however, so for the latest information on your favourite Shepherd Neame pubs and hotels, please follow their social media channels and check their individual web pages, or contact them by phone or email. We look forward to welcoming you back as soon as we possibly can.

Read the latest statement from our Chief Executive, Jonathan Neame.

FAQs

Please note that we will be reviewing this information regularly, in line with the latest Government advice.

When will your pubs be open?

For the latest information on opening dates at sites which are currently closed, please follow their social media channels and check their individual website.

If you book a table for food, how long can you stay on for drinks?

Tables are limited to 1.5 hours.

Can you request outdoor tables when booking?

No, tables outside are not bookable. Customers can request to sit outside when they arrive and their request will be accommodated where possible, but managers have the right to refuse such a request as this is dependent on trade and staffing levels.  If we are able to seat you outside, you will be giving up your inside booking and your table will no longer be available.

Can you book for drinks only?

No, we are only accepting advance bookings for food.

Will accommodation be available?

Pubs / hotels/ inns with accommodation will offer rooms if they are open.

Do I need to book a table?

We will only be offering seated table service while social distancing requirements are in place. This will result in reduced maximum occupancy, so we strongly recommend that customers book in advance for food, either by phone or online.

Do you accept walk-ins?

We will accept walk-ins for food and drinks, although you may have to wait for an available table.

How do I book?

Please book online if that option is available on the individual pub website. If not, please call the pub directly. Bookings will not be taken via social media channels.

Is there a limit on the number of people that I can book a table for?

We will accept bookings in line with any Tier restrictions for the area the business is located.  Currently this is:

  • Tier 1 - Customers visiting the indoor and outdoor sections of a pub within a tier 1 or medium risk area are permitted to visit in groups of up to six people from any household which includes children.
  • Tier 2 - Customers visiting the indoor sections of a pub within a tier 2 or high risk area are permitted to visit in single households only.  This number includes children.   Customers visiting the outdoor sections of a pub within a tier 2 or high risk area are permitted to visit in groups of up to six people from any household which includes children.

Please note that if you live in an area under Tier restriction higher than the restrictions for the location of the business, you must follow the tier restriction for where you live.  If unsure, please contact the business directly to discuss with the team.  Their contact details can be found on their website.

What happens if I need to cancel?

Due to the exceptional circumstances currently being faced by our pub teams, it is more important than ever that you let us know if you need to cancel a booking. Your support in this matter is appreciated.

What measures have you taken to ensure customer safety?

We have invested in extensive measures to protect our customers and team members, including the following:

  • Issuing infrared thermometers to all pubs to allow team member temperature checks ahead of every shift
  • Issuing new safety signage to all pubs to reassure and inform, including floor stickers to indicate social distancing requirements. This signage is being sourced locally from our Charity of the Year Royal British Legion Industries.
  • Till screens to protect our team members have been installed across our managed estate
  • Physical screens to create safer, more intimate spaces have been installed across our managed estate
  • Additional mobile PIN-entry devices have been issued across our managed estate to allow more contactless and card payment at the table
  • Hand sanitiser dispense stations installed across our managed estate
  • 3,000 face masks for team members in our managed estate have been sourced locally from Sittingbourne firm Tillett Racing Seats

We will also be introducing some temporary changes to the way we operate, including:

  • Seated table service only which reduces capacity numbers
  • Tables removed/spaced out in line with Government guidelines
  • Single entrance and exit points to the pubs where possible
  • One in, one out system for pubs with smaller toilet space
  • Introduction of single-use recyclable paper menus
  • Some business have Order & Pay which enables customers to place and pay for orders via their phones
  • All condiments removed from tables and replaced with ramekins when requested
  • Cutlery will be brought to you by our team members
  • Increased cleaning regime, with focus on high touch points
  • No standing at the bar, with drinks provided by table service in the bar area

Please note that we will follow Government guidance on any additional measures that are required.

Do I have to wear a mask?

Customers are required to wear a mask or face covering when entering and moving around the pub. These may be removed when seated at tables.

A face covering is something which safely covers the nose and mouth. You may also use a scarf, bandana, religious garment or handmade cloth covering but these must securely fit round the side of the face.  Government guidelines state that a face visor does not count as a face covering as this does not fit around the side of the face.

Face coverings do not have to be worn whilst seated outdoors however these must be worn if a customer stands up to leave their table or whilst staff are servicing customers.

Do I have to provide my name and contact details before entering the pub?

From 18th September 2020 it is a legal requirement to obtain customer details on arrival.  This was previously guidance but is now a mandatory requirement. This can either be collected at the point of arrival via a member of staff, or through the NHS QR code (from 24th September).
 
The new requirements mean we have to implement the following measures from 18th September 2020:

  • Obtain details of at least one person from each party of up to six people for their name, contact details and the number of people in that group
  • Retain the records of all customers who have visited for a period of 21 days and provide to NHS track and trace if requested
  • The above are applicable to customers who sit both indoors or outdoors

The Government guidance now also states that those customers who fail to provide details should be refused entry.

How will service be affected?

Our team members will be following social distancing guidelines at all times, so it may take a little longer to serve you, but we hope that you will bear with us during these exceptional circumstances.

Food and drink must be ordered from and served at, a table.  Customers must eat and drink at a table.  This extends to both food and drink which is consumed indoors and outdoors.

Will pubs close at 10pm, if so what time is last orders?

Please check the business website for Opening Hours. Sites will remain open for 1 hour at the end of Opening Hours to allow customers to drink up.

How will our visit to the pub be different?

Our aim is to ensure that you feel safe when visiting our pubs, while still endeavoring to create the same authentic and engaging Shepherd Neame experience that you usually enjoy in our distinctive and individual pub environments.

How will my hotel experience be different?

We are introducing some minor temporary changes to the way we operate our managed hotels, including the following:

  • Room Service
    Hotels can continue to serve food and drink to guests through room service but this must be ordered either online or by phone, and will be available only during food service times. This must be consumed within the guest’s room. 
     
  • Housekeeping
    To keep contact to a minimum, our housekeeping team will not service guest rooms daily. Guests requiring fresh towels or changes to bedding  will be asked to notify our reception team and the team will arrange for them to be left outside their room.
     
  • Masks
    Guests are required to wear a mask or face covering when entering the hotel and when in communal areas. In dining and bar areas. Masks may be removed when seated at tables. Please see guidance above as to what constitutes an acceptable face covering.

How will social distancing guidelines be enforced?

We are confident that our customers will respect the rules, but the police and local authorities have powers to enforce social distancing requirements and can instruct customers to disperse, leave an area, issue a fixed penalty notice or take further enforcement action.

How will your pubs be affected by the new Tier restrictions?

The guidelines for each business will depend on what Tier they are located in.

Tier 1 – Medium Alert

  • Groups of up to six from any household, which includes children and support bubbles, can socialise inside and outside

Tier 2 – High Alert

  • Groups of up to six from one household, which includes children and support bubbles, can socialise inside
  • Groups of up to six from any household, which includes children and support bubbles, can socialise outside
  • In all cases, everyone in your group must have a substantial meal when you visit, you cannot come only for alcoholic drinks

If you live in an area which in a Tier higher than the location of our business, you must follow the restrictions for the Tier you live in. Therefore:

  • Anyone living in a Tier 3 restriction area should not be visiting our businesses in Tier 1 and Tier 2 areas
  • Anyone living in a Tier 2 resctricted area should only visit our business in a Tier 1 restricted area in groups on up to six from one household, which includes children and support bubbles, can socialise inside.   Groups of up to six from any household, which includes children and support bubbles, can socialise outside.  However everyone in your group must have a substantial meal when you visit, you cannot come only for alcoholic drinks

What is a Substantial Meal?

Pubs in tier 2 can only sell alcohol with a substantial meal. A substantial meal would include a sandwich with chips but it would not include a single sausage roll or single scotch egg provided as a snack. However where snacks are served with accompaniments such as vegetables, salad or potatoes then this would be considered substantial. Servicing a single meal to share amongst multiple customers would not be deemed substantial unless served as a sharing platter therefore each customer must place a food order unless this is designed to be a sharing dish.

Any other questions? Contact us at comms@shepherdneame.co.uk