Customer Journey

We have been working hard behind the scenes to get ready to reopen our doors to the great people of Nottingham in a safe and secure manner.


Below are some of the measures that we have introduced to ensure that our colleagues, customers and visitors to the venue can enjoy their time with us safe in the knowledge that we're doing our utmost to uphold health & safety regulations.


A full company policy on pandemics, and risk assessment/policy on COVID-19 both in general and specific to the pub has been undertaken.


Staff Measures


All staff returning to work have completed a 'return to work questionnaire' to bring us up to date on their well-being and experience of lock-down thus far. They have also read the company policies and risk assessment as well as being offered the chance to suggest measures they would like to see implemented.

Each member of staff has their own diary in our back of house. Their temperature will be checked on arrival to the venue each day via contactless thermometer and recorded in their file. If the member of staff's temperature is recorded as 37.8c or higher, they will be sent home immediately to follow NHS guidelines regarding self-isolation and booking a Corona virus test.


All staff will be provided with adequate PPE. Your server will be wearing gloves, face masks/face shields at all times whilst facing customers.


Staff both front and back of house will be using an anti-viral disinfectant on all stainless steel, hard surfaces, door handles, knobs and all toilets/public areas as part of a robust cleaning schedule throughout each day.


Staff both front and back of house will have ready access to hand santiser pump action bottles to fight the spread of any germs.

Staff will be working in "bubble rotas" where possible, this will mean they are working in the same team, where possible, to minimise the potential threat of an outbreak.


All staff will be expected to adhere to social distancing measures, where possible, whilst on duty.


On Arrival


You will be asked to respect social distancing whilst queuing outside the venue and outside e.g whilst queuing


On arrival, there will be hand sanitiser by the front door on a movable plinth as well as a 500ml pump bottle which is accessible for wheelchair users. You will be asked to santise your hands on arrival.


Another hand sanitiser dispenser on a movable plinth will be positioned in the corridor to the toilets.


Pre-booking is strongly advised to guarantee entry. You will be able to do this via an online table reservation platform which will be launched soon. In the meantime you can do it by clicking here or contacting us via email: , Phone: 0115 9741898, or via our Facebook page.

Your greeter will have a tablet and ask you to input your details for use in the event of needing to perform a "track and trace" - this MAY not be necessary if you have already entered these details when booking your table either by our online booking service (Resdiary, to be launched soon) We will need the details of everyone in the party, and the tablet will be wiped down with an anti-bacterial wipe after each use.


On arrival you will be shown to your table and advised to visit our online ordering site where you can order your food/drinks directly to your table with secure payment. It is all nice and easy but staff will gladly talk you through this process. Within the next month we will replacing this with our brand new Great Northern Group app - GNG Club, which will offer a user friendly experience for ordering food/drink to the table with secure payment whilst rewarding customers with points redeemable off future purchases as well as stamps/vouchers for continued loyalty (3% back on your purchases)


We will still be offering table service "the old fashioned way" for those who have run out of battery or perhaps don't own a device, or maybe have left it a home etc. But fundamentally the online ordering has been introduced to both enhance our service, reduce wait times, and on Government advice "reduce the need for too much interaction between staff and customers for those dining/drinking indoors"


Social Distancing


All tables/chairs will be separated at 1M distance.


Where possible, chairs will be side by side/back to back as per government advice.


The floor will be mapped out with zoning areas, vinyl floor stickers citing the 1M rule and a reminder to "respect social distancing" both front of house, in the beer garden, back of house and behind the bar.

"Please queue here" vinyl floor stickers will be present on the pavement outside, spaced 1M apart, to help respect social distancing while awaiting entry to the venue.


Table Service


We will be offering full table service at all times for the time being, as per government advice, there will be no ordering at the bar - this is why we strongly recommend using the online ordering tool followed by the mobile app once it is launched, to ensure quick, easy and secure payment and distribution of food/drink.


All cutlery has been removed from the tables and will be placed as and when is required by a member of staff wearing a mask/face shield and gloves.


Single use menus will be in operation and there will no longer be sauces on the tables. These will continue to be offered in a ramekin as required and delivered to the table by a member of staff wearing a mask/face shield and gloves.


For all current advice on COVID-19 please visit the Government website here.

Or the NHS website here.

Thank you for your patience during this time


The Cross Keys

15 Byard Lane


Mon - Fri: 9AM - late

Sat: 9AM - late

Sun: 9AM - 10.30pm

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A proud Great Northern Group venue