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SOP For Malls

The 3-phase strategy for re-opening shopping centres outlines safety measures to be implemented gradually. Phase 1 allows malls to open at 50% capacity from 12 PM to 9 PM daily, offering only essential services. Phase 2 opens food courts and F&B outlets. Phase 3 allows operations of multiplexes and entertainment centers. Strict social distancing, sanitization, and hygiene protocols are established, including limiting customer numbers, installing protective barriers, restricting parking and washrooms, and sanitizing common areas. Future plans detail additional measures like contactless ordering and deliveries, staff health monitoring, and designated delivery areas to minimize risks upon reopening.

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Abhinav Srivastava
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2K views

SOP For Malls

The 3-phase strategy for re-opening shopping centres outlines safety measures to be implemented gradually. Phase 1 allows malls to open at 50% capacity from 12 PM to 9 PM daily, offering only essential services. Phase 2 opens food courts and F&B outlets. Phase 3 allows operations of multiplexes and entertainment centers. Strict social distancing, sanitization, and hygiene protocols are established, including limiting customer numbers, installing protective barriers, restricting parking and washrooms, and sanitizing common areas. Future plans detail additional measures like contactless ordering and deliveries, staff health monitoring, and designated delivery areas to minimize risks upon reopening.

Uploaded by

Abhinav Srivastava
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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3-Phase Strategy for Re-Opening of Shopping Centres

Phase 1: Malls will be operational from 12 PM to 9 PM on all day`s initially and only 1 customer
per75 sq.ft. GLA will be allowed. Only 50 percent of the staff will be inside malls in this first phase.
Malls will offer only essential services and products in the first phase of opening, eg:
– Supermarket
– Infant clothing
– Eyewear
– Electronics required for work from home
– Apparel, sportswear & footwear
– Personal care
– Takeaway and home delivery from food courts and restaurants
– Salons & Spas – with 50 percent capacity and prior appointments only.
– Home and furnishing

Phase 2: Malls will open food courts and F&B outlets

Phase 3: Multiplexes, Family Entertainment Centers will become operational

Shopping centres will ensure that:

– All personnel are educated on COVID-19 health and prevention


– They maintain occupancy ceiling to approximately 50 percent of common areas and GLAs
– In case of dine in, all F&B outlets to reduce seating arrangements to 50 percent and maintain
placing seating and tables 5 feet apart for all customers to ensure social distancing
– Stores to also ensure social distancing at all times
– Installation of plexiglass at all checkout points
– Encouraging contactless menus and digital invoices
– Restricted parking with use of only 50% of total parking capacity
– Provision of touchless cash points
– Restricted washroom usage policy – Controlled number of customers to be allowed in washrooms
as per the size and only alternate urinals to be used. Also, Exhausts in toilets will run for 24 hours
– No promotional activities of any sorts in shopping centre common areas
– The air conditioning in all malls will be tweaked to ensure at least 30 percent of fresh air
circulations of treated air and temperatures will be maintained between 24-30 degree centigrade.
Return air in all common area units will be cleaned on weekly basis.
Most importantly, all shopping centres will have mandatory isolation rooms – a small dedicated area
on site to isolate potential positive cases.

Aside from this, their retail partners will ensure that:

– They provide sensor-based sanitization points at the entrance of the store, cash counter and
various other touch points within store.

– Promote smart payments as preferred method, encourage digital payment transactions for
customer convenience.

– QSRs in food courts to do distance marking for consumers, separate cash and service windows
with installation of plexisheets to minimize physical contact and ensure social distancing.

– Training & education to staff on maintaining personal health safety & premise hygiene.

Future Plans Amid the Pandemic

Mall & Store Sanitization: The entire mall is being sanitized and we are using mist operating
machines to ensure complete sanitization of the whole property. We are ensuring all the air
conditioning filters are changed before the opening of the mall. All the retail stores have been asked
to open, clean and get sanitized. All the F&B stores have been asked to get their pest control
treatment done to ensure that all their places are sanitized and are in accordance with the new
FSSAI guidelines issued by the government.

Staff Health & Records: We are taking into note the location of all the staff – retail staff, our staff
and contractual staff, so that we do not have any staff coming from hotspots. We will be only
allowing staff staying in green and orange zones to join the work and as per government directives,
we will only be allowing only 50 percent staff to come in one shift. For retail staff, there will be a
team which will be visiting the stores many times a day to note their temperature multiple times.

Designated Delivery & Loading Areas: We are creating sanitization points at the loading area, so
that goods which are coming in can be sanitized.

Parking Lots: We will ensure that all the vehicles that enter the mall, their wheels should be
sanitized. The cars will be crossing a pool of sanitized water before entering into the basement.
Masks & Gloves for Staff & Consumers: We will also be making sure that at the entrance all the
retail staff and consumers are wearing masks and apart from this we will also be taking a note of
their temperature. Names and numbers of consumers will be noted in each and every store they will
be entering. In stores – especially hypermarkets – customers are given gloves to wear, so that they
don’t touch anything even with sanitized hands. We are also limiting the number of people coming
in. We are allowing only two people per car to enter the mall.

Norms for F&B: For F&B, we are getting distancing zones created beforehand so that customers can
stand in boxes when they place orders. We have requested all F&B players to maintain a one meter
gap and realign all tables. In the food court too, we are realigning the tables in such a way that there
is an adequate gap between them. We are trying to create a system in the food court, where
consumers do not have to go to the counters to place the order and instead they can place the
orders through a QR code as all the menus will be available to them on their phones. Once the
consumer will scan the QR code and enter his/ her mobile number, they will get all the menus on
their Whatsapp and they can choose what they want to order. Consumers will get the receipts on
their phones and orders will go to the kitchen and when the order will be ready, the consumer will
have the choice either to pick it up or it will be delivered to him/her at the table.

Shopping Through QR Codes: We are in the process of creating a system, where customers can shop
through QR code. Once they scan the QR code they will get to know what items are there in the
shops. After placing the order, customers can pick it up from the digilocker in the basement lobby,
again, either the customer can pick it up from there or we will deliver it in the car.

No Trial Rooms for Fashion Retailers: We are asking fashion retailers to stop customers from using
their trial rooms and allow returns if only there is a defect in the garment. We are trying to make
shopping as contactless as possible.

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