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Delaware North operations take new shape amid pandemic

From temperature screenings to masks and gloves, reconfigured floor plans, mobile ordering and payment technologies, single-use or mobile menus, enhanced cleaning and sanitization protocols and limited guest capacity – Delaware North operations are decidedly different in 2020. 

worksafe_stacked_horiz_fullcolor_cmyk-9680537With the ongoing Covid-19 pandemic, Delaware North continues to lean into its companywide “Commitment to Care” program to standardize the approach for the health and safety of associates and guests. In addition to everything mentioned above, the effort includes a series of informational posters, banners, table tents and floor clings – among other pieces of collateral – that are on display.

At Patina 250 in Buffalo, for example, a “Masks are Mandatory” sign at the door spells out one of the new policies of the “Dine Safe” version of the program. Once inside the restaurant, the floor plan has been reconfigured so that tables are spaced out and bar seats are in clusters of two – 6 feet between each pair – with markers on the floor to clarify the reasoning. Single-use menus are also part of the “new normal.” 

img_1195s-2030349“Feedback about the operational changes from guests has been positive,” said Christian DiFiglia, director of food and beverage at Patina 250. “Our courtyard and dining room both have large footprints, which guests seem to appreciate now more than ever. But their overall comfortability is a combination of everything we’ve done in the name of health and safety, and it’s really a testament to our company going the extra mile.”

Delaware North’s gaming division, which has been allowed to reopen venues in several states over the last month, includes its Play It Safe care program in reopening plan submittals to state regulators. And across all subsidiaries, teams are regularly reviewing the implementation of the program – which is branded Safe Travels, Rest Assured and Play It Safe in the travel, parks and resorts and Sportservice lines of business, respectively.

With some sports retail stores back online and restaurants preparing to reopen, Sportservice partners have requested co-branded Play It Safe materials. The Rest Assured program has been implemented at all reopened lodging operations, and Safe Travels initiatives have included bolstering adoption of contactless solutions – with co-branded collateral in development with mobile solutions partner Grab.