Hi-Lo Foods Stores General Manager, Cathrine Kennedy
Communication to our Customers Regarding Safety Measures for COVID-19
Dear Hi-Lo Food Stores Customer,
As Jamaica is now being affected by Coronavirus Disease 2019 or COVID-19 we wanted to share with you the steps we have taken to ensure that we protect you and our team members during this time. Upon review of the Guidelines from the Ministry of Health and Wellness for the Infection and Prevention and Control Recommendations for Employers, and through the guidance of our own Risk and Compliance teams, we have developed and implemented a set of protocols to maintain a clean, healthy environment in our stores and offices.
First off, we have increased our sanitation practices by ensuring that all high traffic areas are sanitized throughout the course of the day. This is in addition to the general cleaning that takes place in the stores at the end of the day. We have installed hand sanitizing dispensers in strategic areas in the stores for use by our customers and store associates, including at the cash registers. We have also assigned a team member to the clean shopping carts at regular intervals.
Inventory levels have been impacted due to the high demand for cleaning, sanitation supplies and paper products. We are in constant dialogue with our suppliers and distributors and are dedicated to making sure that these items are replenished as soon as they become available. In the interim, Hi-Lo Food Stores will be limiting the sale of certain cleaning and sanitation supplies to two per customer, to ensure that we meet the needs of a wide cross-section of customers as possible.
As a part of our Hi-Lo Family, we are extremely grateful for your continued patronage during these times. Please know how important you are to us and know that we are doing everything in our power to continue providing you with a great shopping experience, but more importantly now, a safe environment for you, our team members, our community and all our stakeholders.
We encourage you to continue to practice good personal hygiene, arming yourself with credible information about COVID-19 and how we all can help to prevent its spread. You can find this information in detail by visiting the Ministry of Health and Wellness’s website and social media pages.
All the very best to you and your family, from your Hi-Lo family. Please stay safe.
General Manager, Hi-Lo Foods Stores Jamaica Ltd.
The Hi-Lo Food Stores is expecting that a partnership with the Boys' Town Vocational Training Centre will bolster social and academic development as they engage the services of students enrolled in the hospitality programme.
In keeping with their promise of delivering a world-class customer experience, the food store has launched its Taste of the World campaign for the second year. Taste of the World features live cooking demonstrations and sampling of easy-to-prepare meals with international flavours.
"The Hi-Lo brand is one that actively supports all things Jamaican that are aligned with Hi-Lo's core objectives. Taste of the World shows our consumers how they can use local ingredients to create meals influenced by international cuisine whilst complementing our store brand," explained Patrique Goodall, marketing officer for Hi-Lo Food Stores.
"By involving the HEART trainees from Boys' Town in this activity, we are providing them with culinary and customer service experience to help them to establish themselves in the retail and food industries. Boys' Town has produced excellent certified trainees who have gone on to work in the local and overseas hospitality sector, and we are so pleased to have them be an integral part of Taste of the World."
Stacy-Ann Williams-Gayle, acting head of section at the Boys' Town Vocational Training Centre, shared a similar enthusiasm for Taste of the World.
"We were pleased to come on board for Hi-Lo Food Stores' Taste of the World. It was an excellent opportunity for some of our trainees to develop their culinary skills by trying their hand at different recipes," she noted.
"They also got the chance to learn how to interact with customers, which helps to improve service delivery. We are excited to be part of this programme and look forward to strengthening the partnership."
Hi-Lo supermarket will be developing an online shopping platform, which it plans to roll out next year.
Groceries ordered and paid for through the platform will be delivered to households, at additional cost, says General Manager of Hi-Lo Food Stores Renee Nathan.
For the GraceKennedy-owned grocery chain, which is currently spending $1 billion on upgrading key stores, the new shopping mode allows it to increase its market reach beyond Jamaica.
"The platform will also enable customers overseas to shop and have products delivered to their loved ones," Nathan said on Friday.
As to the infrastructure to be developed around the e-commerce initiative, including inventory management, deliveries, and customer support, Nathan said that the project was a work in progress and that the details, including the investment to be made, were to be finalised.
The supermarket chain will be working with different partners to service its customers.
"We are still developing our plans, but many of these functions will be outsourced," she said while citing grocery deliveries to customers as one of those areas in which Hi-Lo would be working with a third party. "There will be a charge for the added convenience of delivery," she added.
Hi-Lo operates 13 stores across Jamaica, which the company is currently modernising. On Thursday, Hi-Lo unveiled its renovated Portmore store, a 24,000 square-foot operation, that includes expanded product offerings, a dine-in deli, a bakery and a juice bar, and a branch of First Global Bank.
Hi-Lo Portmore is the fifth in the chain to undergo a facelift since 2015. GraceKennedy has spent US$5 million to date on the project. Its next target is the Cross Roads store in Kingston next year, followed by Spanish Town, St Catherine.
Nathan said that the e-commerce initiative is not meant to be a substitute for the physical stores.
"We see online as a complement to existing brick-and-mortar locations, and, as such, we plan to continue to grow in both spaces," she said.
"We expect for this new platform to become increasingly significant to our business over time as our customers' lives become more hectic and they seek convenient ways to shop," the Hi-Lo GM said even while declining to comment on the amount of revenue generated by the chain overall.
Hi-Lo's chief rival is the Progressive Grocers consortium, whose partners operate individual grocery businesses but who also own some brands cooperatively numbering 30 stores overall.
Neither Progressive Grocers nor its individual members are known to sell their groceries online through a structured platform, putting Hi-Lo ahead of them in the area of e-commerce.
Hi-Lo's online shopping platform is to be rolled out in the fourth quarter of 2018.
"Our focus is to be able to serve and engage our customers across multiple channels, so customers can have a great shopping experience with Hi-Lo how and when they choose," Nathan said.
The chain has operated in Jamaica for 32 years.