Payment Methods

All of our venues now accept cash but we encourage customers to use card payments (especially contactless payment) where possible. Click+Collect services are paid through the link on our website.

Card terminals will be sanitised after every use.


Food Collection & Queuing Areas

In order to avoid gathering in entrances and bar areas, delivery riders and click and collect customers are requested to queue outside the venue for collections. Customers will notify a member of our team they are ready for their pick-up, and then food will be brought outside to the customer when ready.

Outside the venue, floor markings and signage highlight the area customers should wait for collections in a safe and socially distanced manner.


COVID-19 Symptoms

All team members have been provided guidance on self isolating if they feel they are experiencing Coronavirus symptoms. If an employee has confirmed they have experienced any Coronavirus symptoms the employee will not be permitted to return to work until a negative test result can be provided.


COVID-19 Health and Safety

All of our employees go through an induction into our new Covid-19 practices upon coming back to work, including becoming familiar with their venue specific site Risk Assessment. This ensures all employees are trained in the new procedures we are carrying out to keep our sites Covid safe.

Each restaurant manager has direct communication to the management team to raise any concerns, give feedback and confirm best practices.


Social Distancing

Where possible, social distancing within all Fat Hippo restaurants and premises is observed. If a safe distance of 2 metres cannot be achieved, we have taken additional measures to mitigate any risk.

  • Personal Protective Equipment has been supplied to all employees, with disposable masks provided and visors if necessary. Face masks are compulsory and are required to be worn at all times, unless a visor is found to be sufficient.
  • All restaurants have been assessed to see if one-way traffic systems can be applied. Where this isn’t possible tables have been moved to provide wider pathways for employees and customers where possible.
  • Pathways are clearly marked with floor signage, requesting customers and employees keep to the left where one-way traffic systems haven’t been possible. Additional floor signage requesting safe distancing is also situated throughout the restaurants on all pathways.
  • Potential pinch points and congestion areas such as staircases, have been assessed and recorded on site specific risk assessments. If a safe social distance of 2m cannot be observed, one person at a time usage has been specified and clearly marked with additional signage. Where it is necessary, an employee will be situated to monitor particular pinch points and ensure safe distancing is carried out.
  • Additional limitations have been applied to our in house booking system, to prevent too many customers arriving at the same time for a reservation. There is therefore a limit set on how many customers can book for any 15 minute time slot.
  • We are operating at a 30% or more reduced capacity at all of our restaurants, this is to allow for safe distancing of tables, from other tables and pathways, whilst also preventing congestion at pinch points like toilet areas due to having less people on the premises.
  • Where we have found it is not safe to socially distance in toilet areas, we are operating a one in, one out policy. This will prevent customers being made to wash hands or queue in close proximity.

Venue Capacities

All of our restaurants dine in capacities have been significantly reduced by at least 30% to allow for safe distancing measures. Tables have been distanced at a minimum of 1m apart, with additional measures used to mitigate any risk to customers, including not having tables facing each other. 

Tables have also been removed to allow for wider pathways for customers, and for staff to navigate their way through the restaurant, whilst remaining at a safe distance from tables. 


Site Specific COVID-19 Risk Assessments

Every restaurant has had a site-specific risk assessment undertaken to identify risk and hazards from the Coronavirus. Measures have been put in place to either eliminate or decrease the likelihood of any employee or customer contracting COVID-19. The site-specific risk assessments are relayed to all employees who work within their particular restaurant, so they are aware of the safe methods of working required within the premises.


Health & Safety Signage

H&S safety signage, hand wash guidance and risk assessments are all displayed on site, in order to reconfirm procedures to all that enter the restaurant and also to reiterate site procedures to our team. Floor signage is used to highlight routes on pathways, remind customers and employees to practice safe social distancing and also to clearly mark out our hand sanitiser stations. Wall signage is used to remind everyone to wash hands regularly, sanitise their hands on arrival, Give way to customers at pinch points and also to reiterate our Cashless operation.


Sanitiser & Handwashing

Every entrance to a Fat Hippo premises has a dedicated hand sanitising point near the entrance. These bespoke stations are clearly marked with signage, with every person entering the premise requested to sanitise their hands before entering. The hand sanitiser dispensers are contactless to remove the risk of any contamination prior to an employee or customer sanitising their hands on arrival.

Additional hand sanitiser is provided in all toilet areas, as well as clear signage requesting all employees and members of our team wash their hands and ‘stay soapy’.

An increased hand wash policy is also in place for all team members. Employees are to wash their hands on a regular basis. This includes washing their hands whenever carrying out certain tasks. For example, clearing crockery and glassware from a table. 


In & Outbound Goods

Where possible, all suppliers have been specifically instructed to deliver goods outside of the restaurant operating hours. Where this isn’t possible, designated areas are in place to ensure a swift delivery of goods in a safe manner. All boxed deliveries are sanitised on arrival, prior to being opened and safely stored away.

All suppliers have been provided with copies of our site specific risk assessments, and have been asked to make themselves familiar with these to ensure they comply with our safe working operation.


Customer Log

In line with government guidance, all customers are requested to use the Track and Trace app to check into the venue. Where customers don't have the app, details of the customer can be taken manually by a staff member and kept on the booking system.


Tables and Ordering Food/Drink

All ordering of food and drinks will be done at table. A member of staff will stand at a safe distance from the table to take your order. When it comes to payment, the bill will be brought out, with card payment made at table where possible. In the event this isn’t possible, customers will be directed to the designated till for safe payment.



Increased cleaning operations are in place in all of our venues. Frequent cleaning of work areas and equipment between uses is compulsory. A full thorough clean down of the restaurant takes place at the beginning of every shift.

Upon customers vacating a table, the table will then undergo a thorough cleaning procedure to ensure it is safe to use for the next booking. This includes sanitisation and leaving the table for 90seconds prior to wiping down the table. This ensures any potential infection is eliminated.

Cleaning of surfaces must include all commonly touched areas: kitchen work tops, tables, door handles, toilet doors, toilet flush handles, light switches, keyboards, any phones in use (team member’s personal phones must be locked away during shifts), delivery tablets, tills, all contact surfaces and kitchen utensils. Particular attention is paid to frequently touched areas and surfaces, such as bathrooms, door handles and grab-rails in corridors and stairwells.

Additional cleaning measures are in place in the kitchens, including more regular sanitisation of surfaces. Burger trays and crockery will also undergo a more thorough cleaning process, including sanitisation.


A one in, one out policy will apply where venues toilet areas are unsafe for social distancing to take place. This will be clearly marked with wall signage and additional safe distancing floor signage to ensure any customers waiting to use these facilities are appropriately distanced.

Toilet areas will be cleaned thoroughly and more regularly in all sites, with an up to date rota marked with the timing of each clean and which employee carried this out.

Alongside wall signage requesting thorough hand washing, additional hand sanitiser will be available in all toilet areas.



Walk-ins will be allowed in our restaurants, however where a table isn’t readily available, customers will be given a time when a table will be ready, and then they will be required to vacate the premises until this time to avoid a build up of customers in the entrance or bar areas.


Radios & Phones

If work operations are split over different floors, where necessary employees have been provided with radios to communicate and coordinate movements around the restaurant. This is to remove the risk of customers and employees bumping into each other.


Emergency Procedures

In an emergency, for example, a fire or break-in, people do not have to stay 2m apart if it would be unsafe. Normal emergency procedures of the restaurant are to be followed. People involved in the provision of assistance to others should pay particular attention to sanitation measures immediately afterwards, including washing hands.