Be Safe: Dufry´s Global in-Store Coronavirus Protocol

One of the key elements going forward and during the recovery phase, will be health and safety for all our employees and customers alike. In particular for customers, the impression and the certainty of shopping in a safe environment is key for them, to enjoy an attractive and relaxed shopping experience. To effectively promote a healthy workplace and shopping environment we absolutely need to work together and join efforts.

As a company, we all share the responsibility to our customers, who rely on us to maintain a clean environment – now in particular! Due to the nature of our business, we meet people from the four corners of the world, hence, safety and protective measures are vitally important.

In this context, Dufry has put together the Dufry Group Coronavirus in-store Protocol, which provides guidelines and recommendations to protect the health & safety of our employees and their families as well as customers, business partners and other stakeholders with whom we are in close contact. The protocol is accessible through this URL and we highly recommend reading it, as well as sharing it with other colleagues.

Why a protocol?

Beyond the duty of care and responsibility that Dufry has over all employees, be they in shops, offices or warehouses, there was a special need to develop some minimum recommendations that applied to all employees, regardless of their geographical location.

This protocol is based in the recommendations issued by international health bodies, such as the World Health Organization (WHO) and industry best practices. However, and in this case more than ever, one size does not fit all, and this protocol should always be aligned and enhanced with recommendations and guidelines issued by the local authorities, which may require different approaches.

The protocol complements other measures adopted, including the revision of all our housekeeping and cleaning procedures to ensure our workplaces are regularly sanitized, the limitation of customers in store, the provision of alcohol and cleaning points across the store or adjustments needed at tills and point of sale for example, just to mention a few.

For whom

Although the recommendations included in the protocol are valid for everyone, it includes specific recommendations for our sales staff and for brand ambassadors serving in our stores. With over 2,400 shops in 65 countries, that needed to be the first area to be addressed. Similar protocols are being designed for offices and warehouses in alignment with the recommendations of the local health bodies to ensure we provide safe workspaces to all our employees.

Care. Showcase. Efficiency

At this point, it is clear that operation of our shops will change. The so-called social distancing will be a challenge for our customers and our staff alike. Building trust with our customers will be key and our customers need to perceive we care for them. Care, Showcase and Efficiency, the three guiding principles of ONEDUFRY that inspired how our activities need to be carried out, are now more relevant than ever when it comes to adopting this protocol. The observance of the guidelines and recommendations made has the double effect of protecting not only ourselves, but also and demonstrating to our customers that they can trust us and depend on us, whilst we continue to providequality service and shops.

Sharing is caring

This protocol is being cascaded to all our frontline colleagues. Main recommendations are to be reinforced during the several staff meetings that take place in all operations. At the same time, communications in the form of posters and stickers and using the in-store screens, will be placed in our stores to encourage and remind employees – and customers – to take all the extra precautions as advised.. The information provided is designed to be easy to read and includes clear graphics and diagrams.