BEVERAGE ISSUE 2020
SPECIAL SECTION: Don’t Miss Out On Solutions and Products to Help You Get Through the Pandemic MINIMUM WAGE INFO INSIDE FRL A .org
SUMMER 2020 | FRLA.ORG
FLORIDA RESTAUR ANT & LOD GING
3
Dream bigger. Reimagine your restaurant without constraints.
Gain a competitive advantage from the front of house to back office. • • • • •
Cloud-based Point of Sale Self Order Kiosk Mobile Ordering Guest Application Gift Cards and Loyalty
Learn more at heartland.us/restaurant
B1.0106 FRLA Ad_Print_8.375" x 10.875.indd 1
3/5/20 2:41 PM
contents S U M M E R 2 0 2 0 | F R L A .O R G
DEPARTMENTS 04 17
19
Leadership Reports Letters from the CEO and Chairman Fiberbuilt Tips From an Old Professional: My Experiences as a Supplier in the Hospitality Industry
30 Heartland Five Ways To Use Email Marketing To Stay In Touch With Your Customers 32 Business Matters Liability Concerns Entering Phase 2 33 I nfinite Energy Boost Your Business with Your Online Standing 34 C OVID-19 Resources Temperature Screening, Barriers, Proximity Marketing and more 40 A La Carte Industry Information You Need To Know
SPECIAL FEATURES 19 T he Beverage Issue What the future holds surrounding beverages and libations of all shapes and flavors in the COVID-19 landscape
20 B everages On Demand Driving Profitability in the Third-Party Delivery Space
21
21
22
Fresh off the Vine Opportunities Exist for Summer Wine Sales
24
S taying Caffeinated Caffeinated Drinks and Their Growing Popularity
26
Popular Libations The Top 5 Fort Lauderdale Cocktails
27
IMAGE COURTESY OF SPKPHOTOSTOCK / ISTOCK / GETTY IMAGES PLUS
RCS Training Seal of Commitment
StarBar.ai The Voice-Enabled Restaurant
For up-to-date FRLA event information, please be sure to check FRLA.org.
34 FRL A .org
Cover image courtesy of Southern Glazer’s Wine & Spirits
FLORIDA RESTAUR ANT & LOD GING
3
LEADERSHIP REPORT
Letter from the CEO
FRLA’s Seal of Commitment Important Component for Our Industry Alcohol-to-go a Lifeline for Florida Businesses During COVID Shutdown The COVID-19 pandemic has significantly devastated Florida’s hospitality and tourism industry, which is our state’s economic engine. As the state continues to phase in reopenings, businesses continue to adapt and reinvent themselves to survive and recover. We have seen restaurants turn into mini-grocery stores and suppliers for customers, restaurants have “taken to the streets” to expand outdoor dining, and many have changed their business models to promote curbside, delivery and to-go options. But one thing has been a lifeline for many businesses since March — the ability to sell alcohol for off-premises consumption. Alcohol delivery by restaurants or alcohol packaged to-go were permitted by Governor DeSantis and the Florida Department of Business and Professional Regulation (DBPR) for those ordering an entrée for carryout. This resulted in mimosa packages for Mother’s Day brunch, margarita pitchers to-go and other clever offerings from restaurants across the state. Alcohol delivery
and “to-go” is going to continue to be a mainstay for some time. In late May, I had the honor to participate in a Tourism and Economic Roundtable with Vice President Mike Pence and Governor Ron DeSantis in Orlando with other industry leaders. We discussed the effects COVID-19 has had on our economy, our businesses and our team members, and we lobbied for changes in relief programs like the Payroll Protection Program. We also had the opportunity to highlight the innovative ways our industry was trying to stay afloat and keep their doors open — even if guests couldn’t come in. Governor DeSantis shared with the Vice President just how popular and successful to-go alcohol had been and said that he would look into changing Florida law to allow this in the future beyond COVID-19. This would be a great win for our businesses to increase sales and continue on the road to recovery. FRLA’s highest designation for hospitality safety and sanitation standards, FRLA’s Seal of Commitment, has just been rolled
out and is a promise that your restaurant or hotel meets safety and sanitation standards as designated by FRLA. We are very proud of this new program. Find out more at https://frla.org/sealofcommitment or read more on Page 41. We will keep you updated on this important topic and look forward to continuing to represent your best interests as we rebuild this industry together.
Carol B. Dover Carol B. Dover FRLA President & CEO
Letter from the Chairman of the Board Are we there yet? When are we going to get there? Those of us who have children know this statement all too well, and those of you who have not experienced parenthood have heard various versions of this. It is very difficult and next to impossible to answer these types of questions. In turn, it causes a large amount of stress to those attempting to answer and to those asking and not getting definitive answers. We are a resilient industry. Merriam Webster dictionary defines resilient as “capable of withstanding shock without permanent deformation or rupture; tending to recover from or adjust easily to misfortune or change.” I know that saying it doesn’t make things easier, but I strongly believe that positivity finds answers and negativity looks for more problems. The big positive is the strong leadership of 4 SUMMER
2020
our association led by Carol Dover, along with her senior leadership team and the regional directors. In all the years that I have been in the hospitality industry, I have not met a more professional and dedicated group. This is an incredible team that has worked tirelessly throughout these tough times. Please join me in thanking them for all of their hard work. As the situation continues to improve, I hope to start traveling again around our state and get to meet many of you. Please stay safe and healthy. Sincerely,
Sheldon Suga
Sheldon Suga 2020 Chairman of the Board FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
MAKE FACEBOOK & INSTAGRAM ADS EASY!
Find Customers with Smart Facebook & Instagram Ads Target new customers or find new employees as you reopen!
www.targetable.com/frla
Targetable generates Facebook and Instagram
Easy to Sign Up. Easy To Use.
ads for your location. Each ad is accompanied
Drive Online & Phone Orders
by a media strategy that defines who to target, when to run ads, and how much to spend on them. Approve, edit, and dismiss our Suggested Campaigns in a simple to use interface that gets your ads in front of the right audience at the right time in just 15 minutes per week.
Advertise Delivery, Curbside & Takeout
Multi-Location & Brand Support System Gets Smarter Over Time Find new employees with special employment ads
For more information: Telephone: (619) 369-0319 | Email: sales@targetable.com Case Studies: https://www.targetable.com/clients FRL A .org
ADVERTISE SMARTER FLORIDA RESTAUR ANT & LOD GING
5
2019-20 CHAIRMAN OF THE BOARD
Sheldon Suga
Hawks Cay Resort, Hawks Cay
ResQ When activated, any Smartphone in the vicinity with ResQ Button app will pick-up the signal and forward to our Cloud.
Panic Button for Hotels & Offices with Wireless Base Station, where Smartphone is not possible
Notifies Emergency Contacts via SMS, Push Notification and E-Mail https://resqbutton.io
2020 VICE CHAIRMAN
Jim Shirley
Great Southern Café, Santa Rosa Beach 2020 SECRETARY TREASURER AND LODGING DIRECTOR 2020-21
Olivia Hoblit
Innisfree Hotels, North Florida 2019–20 RESTAURANT DIRECTOR
John Horne
Anna Maria Oyster Bar, Bradenton 2020–21 RESTAURANT DIRECTOR
Carlos Gazitua
Sergio’s Restaurants, Miami 2020 IMMEDIATE PAST CHAIRMAN
Kevin Speidel
Hilton Grand Vacations
customercare@resqbutton.io MANAGING EDITOR
Susie R. McKinley Email: Editor@frla.org
Looking for a turn-key solution for
GREASE TRAP INSTALLATION maintenance and compliance?
PUBLISHED BY
Rowland Publishing, Inc.
1932 MICCOSUKEE ROAD, TALLAHASSEE, FL 32308 Phone: 850-878-0554 Fax: 850-807-5037
MAGAZINE Florida Restaurant & Lodging Magazine is the official publication of the Florida Restaurant & Lodging Association, Inc. (FRLA). FRLA reserves the right to accept, modify or reject any and all content submitted for publication, whether paid or otherwise, solely at its discretion. Unless otherwise expressly indicated, FRLA does not endorse or warrant any products or services contained herein. In addition, unless otherwise expressly noted, the opinions expressed herein are those of the authors and not necessarily those of FRLA, its directors, officers, members or staff. Content submissions may be made to the Publisher’s Office by regular mail or by email. Please note that submitted materials will not be returned. FRLA Headquarters 230 S. Adams St. Tallahassee, FL 32301 850/224-2250 Fax: 850/224-9213
Printer’s Address 13487 S. Preston Hwy. Lebanon Junction, KY 40150
Interested in advertising? Contact Susie McKinley at editor@frla.org. Ad rates and submission guidelines at www.FRLA.org Florida Restaurant & Lodging Magazine (USPS 002-629; ISSN 1044-03640) is published quarterly. FRLA members receive this publication as part of their membership dues. Non-members receive it as a marketing and promotion effort to inform the Florida foodservice and lodging industry of efforts made on its behalf by FRLA. Printing and mailing services: Publisher’s Press, Inc., Lebanon Junction, KY. Address changes may be sent to: FRLA, 230 South Adams St., Tallahassee, FL 32301 or via email to susana@frla.org. Send subscription address changes to susana@frla.org.
(239) 283-5454 | (888) 772-4662 | HONC.COM 6 SUMMER
2020
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
Zenith Is Your Restaurant and Hotel Specialist
WORKERS’ COMPENSATION SPECIALISTS Zenith specializes in helping a broad spectrum of restaurants and hotels with their workers’ compensation needs via the following: Safety & Health Services • Zenith’s expertise on workplace safety allows you to remain focused on your business. • We partner with you to create a culture of safety at work that sends the right message to your employees to decrease the risk of injuries and illnesses. Claims Management • Our in-house nurses, doctors, claims experts, attorneys, and investigators collaborate to achieve the best outcomes for your business.
Zenith is the endorsed workers’ compensation carrier of the FRLA.
Fighting Fraud • We’re an industry leader in investigating and exposing potential fraudulent workers’ compensation activity. Policyholder Resources • We offer a vast array of online resources, support, and tools that are available 24/7. Access your policy, submit and view your claims, use Zenith Solution Center®, make a payment, report payroll, and more!
Learn More at TheZenith.com®
Zenith Insurance Company/ZNAT Insurance Company Sarasota Office: 1390 Main Street Sarasota, FL 34236. ©2019 Zenith Insurance Company. All rights reserved. ®Zenith, TheZenith, TheZenith.com, and Zenith Solution Center are registered US service marks. WC-FRLA 0119
G O V E R N M E N TA L R E L AT I O N S
Dover Receives Accolades from The Capitolist
F
RLA’s President and CEO, Carol Dover, received the CHAMP of the week from The Capitolist in late May for doing what she does: promote and advocate for Florida’s hospitality industry. Carol was invited to a roundtable discussion in Orlando with Vice President Mike Pence, Governor Ron DeSantis and other officials to discuss the devastating impact that COVID-19 has had on the hospitality industry. She addressed the current state of the industry and discussed job loss figures, reopening processes and unmet needs of the industry critical to recovery. Congratulations Carol, and thank you for all of your efforts on behalf of Florida’s No. 1 industry.
Minimum Wage
A
IMAGE COURTESY OF PINEAPPLE STUDIO / ISTOCK / GETTY IMAGES PLUS
s the Florida Restaurant & Lodging Association continues to advocate for our state’s hospitality industry in the wake of the severe impacts of COVID-19, please know that we are also still fighting other threats facing your businesses and your team members. This includes the ballot initiative to raise Florida’s minimum wage. Please see the link below to review an article featuring an interview with FRLA President and CEO Carol Dover where she discusses the unintended consequences of the initiative. Coronavirus may throw wrench into minimum wage amendment, restaurant industry claims Don’t forget to visit our Minimum Wage webpage for more information! FRLA Minimum Wage Web Page
8 SUMMER
2020
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
LOREM IPSUM
10  SUMMER
2020
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
QR CODE MENU
A contactless & easy way for diners to view your menu. Save on printing paper menus. Keep consumers and wait staff safe. No app required.
SCAN TO CALL US AT 646-655-0702
VIEW MENU
PA L M B E A C H
Jeffrey Mayers MANAGING DIRECTOR, PGA NATIONAL RESORT & SPA
M
ayers comes to PGA National Resort & Spa from The Resort at Longboat Key Club where he had oversight of the resort operation and club. Previously he was the General Manager at the Sawgrass Marriott Golf Resort & Spa in Ponte Vedra Beach, Florida. Most recently he was a board member on the Florida Restaurant & Lodging Association Suncoast Chapter, Visit Sarasota and an Advisory Committee member for the University of South Florida’s School of Hospitality & Technology Leadership. Currently, he is an active council member on The Palm Beach County Tourist Development Council board. A graduate of the University of Maryland, with more than 30 years of leadership experience in the hospitality industry, Mayers is a staunch advocate for community and destination tourism development.
From your unique perspective, what makes The Palm Beaches the perfect relaxation destination? I am fortunate to work in an industry where our passion is to deliver memorable experiences, and that is exactly what The Palm Beaches has to offer. The diversity of activities is what makes The Palm Beaches the ideal relaxation destination. From the spectacular beaches, destination spas to the tranquility the area provides with lots of outdoor spaces, visitors are provided a number of ways to rewind and rejuvenate. PGA is synonymous with golf. Does one need to be an advanced golfer to enjoy a stay at the PGA resort? While the resort is a golfer’s paradise offering 90 holes of championship golf and is home to the Honda Classic, an annual PGA Tour event, The Spa at PGA National is a guest favorite offering a number of services and access to the Waters of the World, which is composed of various mineral pools. The tennis complex offers 18 Har-Tru courts and pickleball, while the Sports & Racquet Club, which is a 33,000-square-foot facility, consists of a state-of-the-art fitness center. The resort provides the ideal location with the majestic grounds for destination weddings. The resort is minutes away from PGA Boulevard, which offers a variety of restaurants and shopping.
How have the hotel and amenities like golf made changes post COVID?
Protocols have been written throughout the resort and club and touch every facet of the operation with safety in mind. From social distancing to outfitting the staff with personal protective equipment to adding hand sanitizers throughout the entire facility, every phase of the operation has been altered in some fashion to provide the staff, members and resort guests peace of mind.
PGA Resort & Spa hosts one of the largest PGA TOUR events. Describe what it feels like to be at PGA during The Honda Classic.
Hosting such a storied event annually, which provides an opportunity to showcase our community, the resort and club, brings such a level of pride and passion from everyone involved. There are not 12 SUMMER
2020
many resort destinations that can lay claim to hosting a PGA Tour event, and one can see the excitement this generates.
How do you think having a channel like The Palm Beaches TV helps market the destination? We have placed the channel as part of our in-room entertainment system. We see great value with The Palm Beaches TV as it educates our guests on what the area has to offer. Hopefully what they see will entice them to extend their trip and stay longer, plan another trip or share with their friends and family all that exists in The Palm Beaches for their next vacation destination. We have such a wonderful community that offers so much, and the ability to share our offerings through The Palm Beaches TV further impacts the visitor experience.
What would you recommend people watch on The Palm Beaches TV?
The Palm Beaches is one of the best golfing destinations in the world, and PGA National Resort & Spa is home of The Honda Classic, so I have to share that one of my favorite shows is Honda Classic All Access. This show gives the audience a real feel for what goes on beyond the golf game and shows the fan experience of participating in one of the largest competitions on the PGA TOUR.
What would you recommend for anyone who is planning a getaway or visit to PGA or any other property in The Palm Beaches?
The Palm Beaches TV is a great way to start planning your trip. You will find plenty of inspiration and see what can experience once you arrive at our wonderful community. Plus, we have one of the easiest and most accessible airports, the Palm Beach International Airport. I just want to encourage people to learn about all that the destination has to offer. There are so many wonderful aspects to our community that will surely have a profound impact on the visitors’ experience. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
The Palm Beaches TV
palm Beach County’s Official tourism TV Channel The Palm Beaches TV brings you high-quality, familyfriendly original programming featuring the best of The Palm Beaches art, attractions, baseball, birding, culture, culinary, cycling, diving, equestrian, events, fishing, golf, parks, scuba, shopping, sports and more.
Download the Free App
Watch it! Live It! Share it! ART ADVENTURES
ON THE TOWN IN THE PALM BEACHES
LITTLE WONDERS OF THE PALM BEACHES
SCUBA NATION
THE PAR-FECT 18
PASSPORT TO THE PALM BEACHES
TRAVELS & TRADITIONS WITH BURT WOLF
BIRDING ADVENTURES
The Perfect Place
WOMEN IN POLO
HOOKED ON THE PALM BEACHES
the lion country legacy
For more information about this complimentary marketing tool offered by the Palm Beach County Tourist Development Council, call 800.745.3456 or email info@pbfilm.com.
Safely Reopen
with a healthy team Virtual visits: exclusive offering Unlimited access to virtual visits for mental health and medical conditions All employees eligible: full time, part time, and furloughed No insurance needed Employers may offer to some or all employees: no participation requirements
Cost: $7 per employee per month Includes unlimited visits with no copay for employees and their families
Please click on the link below or scan the QR code to reach the setup page. http://go.teladochealth.com/implementation/forms/hospitality_setup_form/
Lowering your natural gas bill is a piece of cake At Infinite Energy, we want to make it easy for you to manage your energy account. Call today, and find out how you can get a custom natural gas plan that combines low rates with great service. “We partnered with Infinite Energy in July 2015 for our gas utility needs at our Florida Applebee’s. Their experience, commitment to service and industry knowledge was instrumental in guiding us through the process of hedging our rates, resulting in valuable cost savings. We highly recommend teaming up with Infinite Energy!” - Mike Veneziano
PREFERRED PARTNER
DOING MORE FOR YOU
(855) 375-2555
F R L A’ S E D U C AT I O N A L F O U N D AT I O N
FRLA’s Educational Foundation
UNIVERSAL SPONSOR
T
he FRLA Educational Foundation awarded over $180,000 in scholarships this past school year thanks in large part to Whole Foods Market. Almost 70 scholarships were awarded to ProStart and HTMP students with the scholarships ranging from $1,000 to $5,000. All of the recipients are pursuing a culinary or hospitality post-secondary degree. We would like to thank our generous sponsors who have supported our efforts to recruit students for careers in the hospitality industry. Johnson & Wales University, our Universal Sponsor, has worked alongside us since we undertook this project in the 1990s. Keiser University and the National Restaurant Association Educational Foundation have supported us as Global Sponsors for almost as long. Rosen College at UCF is a welcome addition to our Global Sponsors, and we look forward to a long relationship. Of course, our scholarships would not have been possible without the support of Whole Foods Market. We thank all of our sponsors for their continued support!
16 SUMMER
2020
GLOBAL SPONSORS
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
F I B E R B U I LT
Tips from an Old Professional: My Experiences as a Supplier in the Hospitality Industry by JORDAN BECKNER, President, Fiberbuilt Umbrellas and Cushions
“N
ext time, we will discuss how we are all learning to do business together again!” I must admit I did not do my homework on this subject. I am not sure I know how my fellow suppliers are doing business differently, but I have some firsthand experience on how hoteliers and restaurateurs are doing business because I have actively patronized both respective markets. I also have firsthand knowledge of how the outdoor furniture business has progressed. My biggest amazement is how quickly our industry has adapted to the obstacles that have been put in place by the people who regulate this industry. (I do not think even EF Hutton would have known to advise to
Celebrating
FRL A .org
20
buy stock in Plexiglas). The ingenuity and speed that you all have used to comply is mind-boggling. I think of my friend, Heiko, and how he used Plexiglas to utilize his bar space when most thought the bar had to be closed, and how Ralph and Laura Lewis wasted no time in opening an outdoor barbecue restaurant (on behalf of all first responders, thanks for the free chow), just to name a couple right off the top of my head. The most remarkable thing about this is the camaraderie this industry has. When something is working for one of you, instead of hiding it, you have shared it with your competitors (you are better people than me). You demonstrate your relationship as colleagues in this business we call hospitality.
Our business continues to grow exponentially each day as we strive to meet your needs. Thanks to our Florida Restaurant & Lodging Association’s continued efforts to keep our name (and that of our other supplier members) in front of the member hoteliers and restaurateurs. As a result, we are receiving many calls for outdoor shade and cushion products. This increase in business after such a negative hit this spring, and the knowledge of all the FRLA did for us, made it a little easier to write that final sponsor check of the year. I urge you to do the same as you reflect on the work FRLA has done for all of us.
Years 2000-2020
FLORIDA RESTAUR ANT & LOD GING
17
the
BEVERAGE T
he beverage component of our restaurant industry’s sales has become more important than ever in the midst of the 2020 global pandemic. With restaurants at reduced seating and bars closed for the time being, the concept of drinks-to-go is a new opportunity to help businesses stay afloat during this time. We all enjoy a nice cocktail, glass of wine or beer, or a fountain soft drink, so it’s a great time to order one up to drink safely at a restaurant or to send home with an order to-go. Restaurants have taken advantage of this opportunity and have created specialty drinks and to-go specials for wine and beer to accompany a meal. Who would have thought in 2019, that we’d be selling cocktails by the gallon for home enjoyment? This issue provides some great beverage industry information and solutions for our establishments. StarBar.ai/VoiceBar.ai is a new member that offers touchless inventory technology which might be very
FRL A .org
issue
helpful. Coke has graciously contributed an article about driving profitability in the third-party delivery space. Southern Glazer’s Wine & Spirits has written a nice article about opportunities for summer wine sales. Don’t miss the beautiful advertorial by Island Oasis; looking at this cocktail looks like cocktails by the pool! Caffeinated drinks are growing ever popular, and the team at FAU has put together an excellent article about new innovations in this area. Check out our feature about Fort Lauderdale’s top five cocktails, you’ll be glad you did! In this section, you will also find some information about our subsidiary RCS Training, and a brand-new program that FRLA has rolled out: FRLA’s Seal of Commitment. Don’t miss this; it is an awesome new approach to gain consumer confidence using training and certification components that you most likely have taken care of already. Cheers and thank you to our contributors for this issue!
FLORIDA RESTAUR ANT & LOD GING
19
LOREM IPSUM
B
BEVERAGE ISSUE
Driving Profitability in the Third-Party Delivery Space Beverages present an untapped, incremental revenue opportunity for restaurants leveraging third-party delivery.
A
ccording to the marketing team at The Coca-Cola Company, 70% to 80% of on-premises restaurant transactions include a beverage in the order, compared to only a small fraction of thirdparty delivery orders. “When it comes to beverages and delivery, restaurants are facing a largely untapped opportunity, which they can unlock by successfully competing with the home refrigerator,” says Melissa Fahs, vice president, foodservice digital commerce, Coca-Cola North America. Third-party delivery offers many benefits to restaurants, including incremental sales, access to new diners and new markets, and the creation of new consumer occasions and need states — but it also brings increased costs in the form of commission fees. Beverages are a critical profit engine for restaurants that can help offset these fees. Last year, The Coca-Cola Company set out to uncover strategies that could drive beverage sales in the delivery space. Working with 10 national restaurant brands and about 50 regional players (representing hundreds of locations), the company conducted a series of experiments over about eight months to increase the frequency with which beverages are included in delivery orders and to raise 20 SUMMER
2020
check averages through effective upselling. Working with its internal data analytics team, the company made sure each experiment was carried out at no fewer than 25 test locations and that each test also included control sites. “This is an industry-wide challenge,” says Kristin Bitter, the company’s vice president, industry affairs. “Everybody wins if we can increase beverage orders in the delivery space.” With results gathered and analyzed, the company developed strategies to help restaurants optimize the third-party delivery occasion, captured in an easy-to-remember “ABCDE” format. Here are the ABCs … Assortment: This means featuring the right assortment of beverages for your location’s clientele. Highlight unique beverages that you won’t typically find in the fridge at home. Feature them prominently with images and descriptions. Bundle: Pair each entree with a beverage to make it simple for customers to order the combination with one click rather than having to click through to the drinks section and order a la carte. Put bundles first in your online menu lineup.
Capture the upsell: Activate suggestive selling within delivery platforms. All thirdparty delivery platforms have different ways of playing up special orders. Work with them to add beverage recommendations to the order flow, or serve up a beverage reminder at checkout. “It’s the classic ‘Would you like fries with that?’ approach,” says Fahs, “or the impulse buys at the grocery checkout. Timing and placement are everything.” Data: Partner with the third-party delivery provider to mine ordering data for insights, such as which items are most popular or how products perform in different dayparts. Use what you learn to tailor online menus to grow transaction size while delighting the guest. Execute marketing: Again, a good relationship with the third-party delivery provider is key for effective marketing. Once menus are optimized, consider promotions to drive consumer awareness and engagement. “Remember, this is an occasion anchored in consumer convenience, so keep it simple,” says Billy Koehler, digital director. Koehler adds that the biggest challenge restaurant companies will face in implementing these strategies is figuring out what real estate each delivery platform has to offer and the technical challenges of meeting different platform architectures. This article brought to you by The CocaCola Company. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
BEVERAGE ISSUE
RCS Training Seal of Commitment
F
ounded in 1984, RCS Training is a subsidiary of the Florida Restaurant and Lodging Association (FRLA) and is Florida’s leader in providing risk management and regulatory compliance training programs to the state’s hospitality industry. Utilizing the SafeStaff® educational training materials, with trainers located throughout the state and harnessing the resources of FRLA industry experts and former regulators, RCS Training is the largest and most respected firm of its kind in Florida. While known statewide for alcohol compliance and responsible vendor training, RCS Training also offers professional development training, which is a unique, proven approach to staff education that improves performance and increases efficiency and effectiveness. Customized to fit any industry, RCS High Performance Training is conducted from a “manage up” perspective. RCS Training guides trainees through a process to set attainable goals, identify steps to reach those goals, recognize behaviors that hinder progress, and overcome fears that cause failure. High Performance Training is available throughout the United States and internationally. RCS Training is pleased to offer COVID-19 Sanitation & Safety Training developed by the Florida Restaurant & Lodging
G N I N R A W OLIC ALCOH YOUR ED. K AD TO AN LE D OR REVO C N IO NDE IOLAT SUSPE TED V L RELA ENSE BEING C LCOHO ONE A EVERAGE LI B
Protect your license with alcohol compliance training! IMPORTANT! If you serve a minor, you can go to jail for up to 60 days and be fined $500! Remember your training! To protect your liquor license, and be in compliance with the Florida Responsible Vendor Act, make sure your staff: 1. Checks the ID of anyone who looks younger than 30 2. Ensures the birthday on the ID is on or before today’s date 1999 3. Asks a manager if they have any questions or concerns about an ID’s validity 4. Does not serve an empty seat or multiple drinks to one person 5. Understands they have the right to refuse service if they are not certain the person is at least 21
B
Association to help restaurants and hotels reopen safely and instill confidence in patrons and guests. This program is offered at no charge to FRLA members and RCS Training clients. Learn more about RCS Training at RCSTraining.com. Seal of Commitment FRLA has just rolled out its newest program to gain consumer confidence in Florida’s hotels and restaurants during the global pandemic. It is FRLA’s highest designation for hospitality safety and sanitation standards, and a promise that your restaurant or hotel meets safety and sanitation standards as designated by FRLA. In a post COVID-19 atmosphere, when guests see an FRLA Seal of Commitment decal on an establishment’s door, they have confidence the business is sanitary and safe and that staff are well trained. To qualify for the FRLA Seal of Commitment, businesses must meet the following criteria: » All managers have a current food manager certificate » All employees have a current food handler certificate » All employees complete an FRLA COVID-19 Sanitation & Safety Course » Establishments meet specific sanitation standards. Find out more at FRLA.org/sealofcommitment.
Don’t Forget!
When your establishment reopens with full staffing, contact your RCS Training regional manager to schedule training updates. Alcohol Compliance Food Manger Certification Employee Food Handler Human Trafficking Awareness Anti-harassment
CONTACT FRLA’S RCS TRAINING TODAY FOR A FREE TRAINING CONSULTATION
Allergen Awareness Professional Development
800.537.9863
rcstraining.com
facebook.com/FRLARCSTraining
rcstraining.com • 800-537-9863 • facebook.com/FRLARCSTraining
FRL A .org
FLORIDA RESTAUR ANT & LOD GING
21
B
BEVERAGE ISSUE
Opportunities for Summer Wine Sales by BILL EDWARDS
A
s we enter the summer season, restaurants and hotels are facing unique challenges related to operating in the COVID-19 new normal environment. However, even with capacity limitations and other safety restrictions in place, on-premise businesses can still implement creative wine sales and operational strategies to drive business and improve the consumer experience. For restaurants in particular, takeout and delivery services continue to be popular, even in markets that allow in-person dining. Preparing family-style or multi-person meal kits, bundled with a bottle of wine, is a great way to attract customers who are either looking for convenience or still not quite comfortable dining in. When marketing these kits, take a look at your pricing strategy. A bottle of wine to-go or alternative single-serve packages like cans from your restaurant becomes a retail proposition. Consumers are willing to pay a premium over retail for that convenience but not the full mark-up they see on the wine list. For those restaurants that are able, expanding outdoor dining is a great strategy. Warmer summer temperatures, combined with 22 SUMMER
2018
the perceived and actual safety benefits, make this a very attractive option for consumers. Canned wines, small package sizes and buckets with canned or bottled wines on ice lend themselves well to al fresco dining. Do-it-yourself spritzes, like a carafe of Aperol with a bottle of Prosecco, soda and orange slices, is another creative way to upsell while capturing the feeling of summer. These options are festive, convenient, single-serve safe, help simplify the logistics of serving wine and reduce touch points by a staff member. In our new normal environment, the No. 1 criteria that impacts a consumer’s decision to dine out is food sanitation, now even more important than food flavor. Whatever beverage strategy you implement, remember to overtly market and merchandise your cleaning and safety protocols. Bill Edwards is the Senior Vice President, National Accounts–On-Premise, Southern Glazer’s Wine & Spirits. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
B
BEVERAGE ISSUE
Caffeinated Drinks and Their Growing Popularity by JAMES WARD, VISITING INSTRUCTOR, HOSPITALITY MANAGEMENT, FLORIDA ATLANTIC UNIVERSITY and STELLA QUINTERO, INSTRUCTOR, HOSPITALITY MANAGEMENT, FLORIDA ATLANTIC UNIVERSITY
24 SUMMER
2020
alcohol (Centers for Disease Control and Prevention, 2020). We need to make sure that we are controlling how and where we offer these drinks. We are aware that traditional soft drinks still appeal to our customers. But even the giants of this business realize the emerging market of caffeinated drinks and have created their own versions to try and grab a share of this emerging market (Pesce, 2019). The best approach to this new product would seem to be to revert to a tried and true formula for us: menu development. We rely on beverages and beverage selections in our operation to serve as a complement to our menus and often pair certain beverages with menu items to complement a particular dish. Caffeinated beverages should be no different. We can supplement our guest’s choices beyond the “normal” selections (coffee, tea, sodas, etc.). By adding these new products that have additional flavor combinations and varieties, we can suggest menu items that would pair well with these new offerings. Much the same way we do with a wine list, we can create a beverage list with alternative options to pair with our salads, for example. Although adding any new products to a menu can be risky, it can also be very rewarding. This market does not seem to be going anywhere, and there are safe ways to test your clientele: Create special promotions to test the demand for these products; test a food-beverage-pairing menu highlighting caffeinated drinks; offer a seasonal specialty drink based on the appeal of caffeinated beverages. As always, focus on your customers and what
they like, but do not forget that you might attract new customers by adding new products that appeal to a new segment. Adding caffeinated beverages can offer some exciting prospects for our bottom line and present some interesting options for our guests. Let’s be honest, it can also be a lot of fun for us and our staff to try these products before we make a decision. That is probably one meeting we know our employees will be fully engaged in! References Centers for Disease Control and Prevention. (2020, February 4). Alcohol and Caffeine. Retrieved from Centers for Disease Control and Prevention: https://www.cdc.gov/alcohol/fact-sheets/ caffeine-and-alcohol.htm Markets Insider. (2020, January 13).Global Caffeinated Beverage Market (2019-2025). Retrieved from Markets Insider: https://markets.businessinsider.com/ news/stocks/global-caffeinated-beveragemarket-2019-2025-1028813054 Mishra, M. (2019, May 27). Energy drink consumption rising in the U.S. Retrieved from Reuters: https://www.reuters.com/article/us-healthenergy-drinks/energy-drink-consumptionrising-in-the-us-idUSKCN1SX1FE Pesce, N. L. (2019, May 31). Why Coke and Amazon are chasing the energy-drink buzz. Retrieved from Market Watch: https://www.marketwatch.com/story/whycoke-and-amazon-are-chasing-the-energydrink-buzz-2019-05-30 FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
IMAGE COURTESY OF UNDEFINED UNDEFINED / GETTY IMAGES PLUS
T
he origin of caffeinated beverages dates back to over 5,000 years ago, when a few certain leaves were placed in boiling water, and an aromatic and incredible beverage known as tea came into existence. Nowadays, caffeinated beverages range from the traditional coffee and tea to an abundant variety of sodas, energy drinks and energy shots. Although the effects of the wide range of caffeinated beverages vary greatly based on a multitude of factors, it is very evident that their popularity is strong. In the restaurant world, we rely on beverage sales to help us with our bottom line. It is also important to acknowledge that our vendors and industry partners constantly tell us about the “next big thing” that we will need to offer to our guests. The rise in popularity of caffeinated drinks and the overwhelming amount of options seems to grow daily. These drinks are marketed in a variety of ways, and, in many cases, claim to offer the ability to improve performance and reduce fatigue (Mishra, 2019). Caffeinated beverage products are here to stay. Some estimates have the industry expanding to over $300 billion in the next five years (Markets Insider, 2020). It would seem to be almost second nature to offer these products to our guests, and we always worry about being the last business to offer and risk falling behind consumer demand. We must also decide the way in which we are going to offer these products. While a nice pick-me-up would be great while our guests are laying by the pool on a beautiful summer afternoon, the Centers for Diseases Control and Prevention (CDC) warns us of mixing that same refreshing beverage with
LOREM IPSUM
FLORIDA ATLANTIC UNIVERSITY
HOSPITALITY and TOURISM MANAGEMENT
Teaching the BUSINESS of Hospitality and Tourism Degrees and Certificates offered face-to-face OR fully online “Mix and Match” educational formats for YOUR schedule
Offering the industry’s preferred BBA degree in hospitality and tourism management Ranked among the best 30 national programs by The Best Schools* One of the highest values and lowest costs in the country
All faculty members have extensive industry backgrounds Multiple CERTIFICATES also available:
Club Management, Casino Management, Hospitality and
Tourism Management, and/or Meetings and Events Management
The FAU College of Business is proud to be an accredited member of AACSB (The Association to Advance Collegiate Schools of Business) International, the premier accreditation agency for Schools of Business worldwide.
www.fau.edu/hospitality FRL A .org
FLORIDA RESTAUR ANT & LOD GING
25
LOREM IPSUM
B
BEVERAGE ISSUE
Top 5 Fort Lauderdale Cocktails Fort Lauderdale is known for its waterside beauty, tropical vibes and fun cocktail culture. Check out these fabulous libations, and try to shake/stir one up or drink them in person at these member locations as soon as you can! YOLO
Rooftop
Smokin’ Me Sweet
Garden Party
Illegal Mezcal, Sauza Tequila, Ancho Reyes, Orange, Pineapple, Lime, Agave
Tito’s, Pressed cucumber juice, Fresh lemon juice, Strawberry syrup, Topped with splash of Prosecco
Boatyard Minty Melon Absolut Grapefruit Vodka, Jalapeño, Watermelon, Mint Boatyard is Fort Lauderdale’s premier new waterfront dining destination. Offering an upscale, nautical-chic vibe in a sophisticated, laidback atmosphere, this restaurant embraces the pulse of the city’s yachting culture with an abundance of marina views.
S3 Strawberry Mamasita Cazadores Tequila, Strawberry, Basil, Citrus S3 — where sun, surf and sand uniquely fuse with steak, seafood and sushi — has since taken Fort Lauderdale beach by storm. With an upscale, casual-chic vibe in a trendy, laid-back atmosphere, this scintillating seaside endeavor provides the ultimate in oceanfront dining, offering an eclectic array of indoor/outdoor seating, all surrounded by breathtaking views of the Atlantic and the Fort Lauderdale beach.
26 SUMMER
2020
Elevated above Fort Lauderdale’s renowned Las Olas Boulevard and the New River, the open-air patio will transport patrons to a garden in the sky, surrounded by panoramic views of Fort Lauderdale’s majestic skyline. Rooftop features include an eclectic lounge and bar seating throughout, all complemented by lush natural décor in a swanky, laid-back atmosphere as resident mixologists stir up an ever-evolving selection of hand-crafted cocktails.
Mai-Kai Restaurant Mai-Tai The celebrated drink of the islands, made smoother here by the subtle introduction of Appleton 12-year-old Jamaican Rum. The Mai-Kai Restaurant and Polynesian Show is a feast for all senses, and it offers a perfect mix of authentic South Seas entertainment and exquisite gourmet selections. The Mai-Kai resembles a Polynesian village with palm-thatched roofs, flaming torches, waterfalls, lagoons and orchid collections. The Mai-Kai features an international cuisine with Asian specialties and over 50 unique tropical drinks. Beautiful maidens and agile warriors perform native songs and dances during the nationally renowned Mai-Kai Islander Revue. In November of 2014, Mai-Kai was added to the National Register of Historic Places.
IMAGE COURTESY OF TRAVELERS_PICS / ISTOCK / GETTY IMAGES PLUS
A longtime, much loved staple of Fort Lauderdale’s culinary and nightlife scene, YOLO is a foodie’s delight and socialite’s playground, infamous for its happy hours and Sunday brunch. It serves up an eclectic mix of contemporary American cuisine in a vibrant and sophisticated atmosphere in the heart of downtown Las Olas.
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
BEVERAGE ISSUE
B
The Voice-Enabled Restaurant
H
otels, restaurants and bar operations all want an easy and efficient way to take inventory. The simple voiceengaged technology app saves time, money and helps with a no-contact application. We talked to Michael Atkinson, CEO and founder of VoiceStar, and who is a seasoned restaurant, digital and technology entrepreneur. StarBar.ai was released in early March 2020, but due to COVID-19, the official launch for VoiceINV was delayed. We all understand the industry has changed because of the pandemic. Productivity and safety are now very much on operators’ minds as they reopen with a great deal of uncertainty. VoiceINV delivers efficiency in a safe “touchless” way never before available across the food, hospitality and retail environments. Taking inventory is a management function all restaurants, hotels, pubs, bars, cruise ships, venues and convenience retail outlets, among other facilities, must execute weekly and monthly. No one enjoys taking
inventory when using a slow, inefficient process. Atkinson said, “We conceived, built and published the first voice counting platform. VoiceINV: Bar™ and VoiceINV: Food™ are the first voice plus AI platforms to count bar and food inventory, generate cost analysis, theft detection, real-time insights and dashboards, and automate asset management and purchasing.” It’s primarily a touchless inventory counting application, available as a download on both Apple and Google app stores. VoiceINV uses artificial intelligence to expedite the manual process and machine learning to improve the results. See it. Say it. Count it.™ While focusing initially on voice-enabling food and bar products for counting and inventory applications, other vertical applications and use cases are prevalent. “We believe counting is second only to ‘search’ in daily life for consumers and businesses alike. Using your voice to count, instead of using paper and pen, saves time
and money. It also translates to other digital platforms for consumer convenience with ordering, searching and many touchless or no-contact activities — not to mention the environmental impact with no paper listing sheets,” Atkinson reinforced. Learn more about the subscription-based application at www.starbar.ai.
All FRLA Members 1st month Subscription is FREE & NO $199 Set Up Fee Click Here
Nobody Likes Taking Inventory! Nobody Likes Taking Inventory! Introducingthe the first firstVoice Voice ++AI AI Platform Platform for forcounting counting Introducing Introducing the first Voice + AI Platform for counting yourFood Food & & Beverage Inventory your Beverage Inventory your Food & Beverage Inventory
See it. it. Say Say it. it. Count Count it. it. See See it. Say it. Count it.
TM TM
TM
VoiceINV Key Features VoiceINV Key Features Designedfor forOperators Operators Designed Designed for Operators No Contact Contact Inventory InventoryTracking Tracking No No Contact Inventory Tracking Efficient Use Use of ofLabor Labor Efficient Efficient Use of Labor Real-Time Insights Insights && Reports Reports Real-Time Real-Time Insights & Reports EasySubscription Subscriptionfor forFood, Food, Beverage Beverage Easy Easy Subscription for Food, Beverage and supply supplyModules Modules and and supply Modules
2020StarBar, StarBar,Inc. Inc. 2020 2020 StarBar, Inc. FRL A .org
Voice Inventory Inventory Simplified Simplified Voice Voice Inventorywww.voicestar.ai Simplified www.voicestar.ai www.voicestar.ai
FLORIDA RESTAUR ANT & LOD GING
27
LOREM IPSUM
28  SUMMER
2020
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
BEVERAGE ISSUE
B
Connect Marketplace Florida SAFE SPACE 2020 - November 9-10, 2020 Connect Marketplace Florida is an education conference and appointment-only trade show. Hosted by Connect, the event brings together the most active planners, suppliers and experts in Florida meetings and events for general sessions, roundtables, preset appointments and quality networking. Connect Florida is the business marketplace where RFPs are placed, dates are secured, and relationships are developed for future business. A message from Connect At Connect, we’re moving forward with our events this year. We know Connect has an obligation to lead the way for our industry to get back to business. Someone has to step out in front and show everyone how we can get our events back online, so we’ve put together our plan to showcase the most cutting-edge safety measures available right now and implement them at our show. Take a moment to read our new Safe + Clean Connect plan. We want to be a part of relaunching the meetings industry. Come join us in the reopening of meetings in America!
Connect is committed to implementing conscious and intentional processes to not only combat this virus, but promote healthy best practices that you can adopt at your own events and will become a consistent priority for all of our events during high- and lowrisk time periods alike. Connect firmly believes that we have to be the leaders in showcasing safe conferences while still allowing all attendees to have fun and book business. With four events to choose from in one place, make plans to attend one of our events today! CONNECT TOUR: ow.ly/sjOm50A6gOm, Domestic Tour Operators RTO SOUTH: ow.ly/N3Dm50A6gOp, International Receptive Tour Operators CONNECT FLORIDA: ow.ly/cD9W50A6gOk, Meeting Planners CONNECT SPORTS: ow.ly/jZrv50A6gOj, Sports Rights Holders
SEPTEMBER 24
SAVE THE DATES *Event dates subject to change due to COVID-19.
NRA/FRLA Bob Leonard Golf Classic ChampionsGate Golf Club , Orlando, Fl.
OCTOBER 13
Marketing + Operations Summit
Emerald Grande at HarborWalk Village , Destin, Fl.
NOVEMBER 4
Hospitality Stars of the Industry Celebration
ChampionsGate Golf Club , Orlando Hutchinson Shores Resort & Spa, Jensen Beach , Fl.
NOVEMBER 4-6
Fall Board Meeting
Hutchinson Shores Resort & Spa, Jensen Beach , Fl.
CORPORATE EVENTS
FRL A .org
FLORIDA RESTAUR ANT & LOD GING
29
HEARTLAND
Five Ways To Use Email Marketing To Stay In Touch With Your Customers With many businesses temporarily being disrupted, email marketing is essential for letting people know you are still open for business. Industry research shows that almost threequarters of consumers prefer to hear from businesses by email versus social media platforms.
Your customers may be hunkering down, but that doesn’t mean you shouldn’t stay connected. This is the time to communicate with your customers through email marketing like never before to keep your business relevant. Find the right cadence. Research shows that almost nine out of ten customers like receiving email marketing messages from businesses monthly — and 63% want them weekly.
2. Provide special offers
People are at home, looking for ways to save money. Offer them discounts to increase engagement and maintain your revenue flow. Help your business ride out the storm by emailing current customers with offers of coupons, free items or other values if they refer someone via email to your business.
3. Offer gift cards
Gift cards provide an immediate infusion of cash and guarantee that a customer will return to your business in the future. Encourage customers to buy gift cards to redeem at a later time. This will help maintain sales while giving your customers something fun and exciting to look forward to. 30 SUMMER
2020
4. Point people online
Anything online right now is being consumed more than ever before. Thus, point people to your website for information about your location, operating hours and how to order online, over the phone or on an app. Remind customers that they can still shop for their favorite items on your website.
5. Pivot as a business and inform your customers
If you’re in a food business of any kind, let customers know you are now offering delivery or parking lot pickup. If your gym has closed its doors right now to prevent the spread of the coronavirus, why not offer online workout classes right now or a training app they can download? Use email marketing to let customers know how your business has changed to better accommodate them. Leverage email marketing to keep your business top of mind with customers. At some point, the coronavirus will pass and normalcy will return. The customer relationships you strengthen now will help you get past current challenges and better position your business to rebound in the second half of 2020. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
IMAGE COURTESY OF ALEXEY BELOZERSKY / ISTOCK / GETTY IMAGES PLUS (LAPTOP)
1. Communicate regularly
LED Lighting and Natural Gas Supply Services
Energy Solutions for your Business
As a total energy solutions provider with more than 30 years of experience, FPL Energy Services goes above and beyond to deliver personalized service and customized solutions. Our LED Lighting and Natural Gas Supply services are designed to meet your needs now and for years to come. Call 1-877-375-4674 today for a no-cost, no-obligation quote or consultation to learn how we can help you save on energy costs.
FPLES.com
B U S I N E S S M AT T E R S
COVID-19 General Liability Concerns for Restaurants and Bars as Florida Enters Phase 2 by JENNIFER SMITH THOMAS, PARTNER, RUMBERGER | KIRK
O
n June 3, 2020, Governor Ron DeSantis announced that Florida (exclusive of some South Florida counties) would enter Phase 2 of the ReOpen Florida Task Force’s Plan for Florida’s Recovery, in pertinent part permitting restaurants to open at 50% capacity indoors exclusive of employees. Restaurants may open outdoor seating, the only limitation being “appropriate social distancing.” Executive Order 20-68 modifies earlier Executive Orders and took effect on June 5. Since March, business owners, particularly restaurants and bars, have faced great but predictable challenges to their day-to-day operations in light of stay-at-home or shelter-in-place orders. Some less anticipated challenges include liability and ongoing lawsuits from employees for failure to provide PPE, not permitting employees to wear PPE, requiring employees to return to work, workers’ compensation claims and wrongful termination claims. With more and more patrons and consumers returning 32 SUMMER
2020
to their favorite local establishments, bar and restaurant owners are left asking: What exposure do they have for customer claims of exposure to COVID-19 at their premises? Some states have predicted such claims, and in an effort to allow businesses to reopen without fear of liability for COVID-19 concerns, they have passed or proposed legislation insulating businesses from liability from civil claims related to COVID-19. North Carolina, Oklahoma, Utah and Wyoming have passed laws that provide some immunity for premises owners from civil claims related to COVID-19. Similar bills have passed the Louisiana House and Senate, the Kansas Senate and the Arizona House. However, no such legislation has been passed in Florida, and further, tort reform was not included in the Task Force’s report to Governor DeSantis. Accordingly, restaurants and bars will be charged with safeguarding their premises in accordance with existing Florida law. In Florida, a premises owner owes a business invitee a duty to maintain its
premises in a reasonably safe condition and further, warn of known dangers or dangerous conditions. Possible negligence claims related to COVID-19 in restaurants and bars may turn on the foreseeability of the condition, the adequacy of a warning, and the reasonableness of the safety measures the premises institutes to avoid transmission of or exposure to the virus. Bars and restaurants should ensure compliance with all applicable federal, state and local guidelines and preferably maintain regular written documentation of such compliance. Available resources for restaurants and bars include the National Restaurant Association Reopening Guide (updated May 22, 2020) available here. The FDA has provided a food safety checklist for best practices for reopening retail food establishments during the COVID-19 pandemic, available here. Finally, business can always check Rumberger|Kirk’s growing library of articles developed by its COVID-19 Task Force. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
B U S I N E S S M AT T E R S
Boost Your Business with Your Online Standing
IMAGE COURTESY OF ITSARASAK THITHUEKTHAK / ISTOCK / GETTY IMAGES PLUS (WE’RE OPEN), CHAINARONG PRASERTTHAI / ISTOCK / GETTY IMAGES PLUS (5 STARS)
Y
ou might think we’re just an energy company, but we’ve got a lot of experience here at Infinite Energy in the business world — more than 25 years of working to keep customers happy. So as COVID-19 continues to challenge us all, we thought we’d share some of our experience in maintaining a strong online business presence. In today’s digital world, it’s one of the best ways to keep your business strong. If you have a Google My Business page, you’ll want to make sure it contains the most up-to-date information. Your phone number and address probably aren’t going to change. But be sure your hours are updated to reflect when you’re actually open — and how. If you’re a restaurant, for example, and open for lunch, is it takeout only? Or do you have a certain number of tables open? You may have been updating this on your social media pages, but customers — new and old — may not be following those pages. Google is the world’s No. 1 search engine, so chances are that’s what they’re going to be using when they’re looking for a place to eat or stay the night. Just remember not to update your listing information more than once a week, or Google may flag your page. Also, because Google is so popular, you’ll want to be sure you’re as highly ranked in searches as possible. One of the
FRL A .org
best ways to do this is to use this site to post regular content at least once a week. This can include offers and gift certificate information, special instructions for placing orders or making room reservations and even pictures of what’s going on at your establishment. Right now, Google My Business even has a special section where you can post content specific to your business and COVID-19. Make it as easy as possible for customers to get the information they need, and they’ll reward you with their business. Facebook is another important way to communicate with customers right now. It won’t do as much as Google for helping new customers find your establishment amid the sea of businesses offering similar services. But for those who follow your page, it’s a great way to get the word out about specials, gift certificates, events and reopenings. Customers frequently use Facebook to ask questions as well, and it displays how long you take to respond. So if you’re good about getting back with a reply, you’ll continue to build your reputation as a business who cares. And finally, remember that your website and email are still good ways to keep customers informed. Just like your Google and Facebook pages, you’ll want your website to include updated hours and
any special instructions that may be of use. And email is a great way during these unprecedented times to keep in contact and let folks know about updates and special promotions. From all of us here at Infinite Energy, we hope these quick tips help you continue to stay engaged and build customer satisfaction. Together, we’ll get through this.
“We were able to save over $3,000 by joining FRLA on natural gas through their partnership with Infinite Energy. The savings at our two locations more than paid for our membership. I wish I had known about the benefits the Florida Restaurant & Lodging Association offers operators like DAS Beer Garden sooner.”
FLORIDA RESTAUR ANT & LOD GING
33
COVID-19
Reopening Safely: Asking the Right Questions About Temperature Screening by BARRY JOHNSON, DIRECTOR, NUCTECH US, INC.
A
s the hospitality industry continues to bounce back and reopen, many companies are making claims about Infrared (IR) Temperature Screening Systems and what they can and cannot do. With government regulations evolving and varying by city and even zip code, asking the right questions is essential before investing in a solution that does not have the capabilities you need to operate safely. In addition, the accuracy is required to prepare for the liability that businesses face if someone is exposed to COVID or other infectious diseases on their properties. Make sure you ask: Does your system integrate artificial intelligence (AI) and enhanced imaging technology? Deploying an IR camera alone does not produce the accuracy, reliability and throughput needed to operate. Make sure the vendor you are working with has a system that integrates AI and machine learning to adapt to changing situations and facilitate high throughput screening. For example, systems leveraging AI can learn to focus on temperature measurement and ignore face masks and other sources of heat, including warm beverages, that could impact operations. In addition, combining IR with imaging technologies — including visible light — increases accuracy and allows systems to screen more people securely and simultaneously. Can your system integrate multiple cameras to one monitor? With multiple entry and exit points for employees, customers and vendors, make sure you ask if you can integrate multiple cameras to one computer. This central station capability will help you increase ROI by monitoring different locations from a single point — encouraging safe physical distancing and optimizing staff.
34 SUMMER
2020
How do I calibrate the system? To operate efficiently, a robust IR temperature screening system must contain automatic calibration. With several factors — including number of people and size — constantly changing the room temperature, a smart temperature screening system must routinely calibrate automatically to ensure uninterrupted throughput and continued high levels of accuracy. What does your system do to protect data? Having strong data security safeguards are essential to inspire confidence in your operations. Ask what the system does when someone’s temperature measurement comes back normal. Does the system delete or store the image? Ask the same questions about someone’s measurement that comes back as elevated. Make sure the systems you are researching do not store data and only briefly keeps images of individuals who have an elevated temperature to ensure proper identification and appropriate follow up. The bottom line: Infrared Temperature Screening Systems can play an important role in temperature screening programs as the hospitality industry rebounds and guests return. However, it is critical that your system meets your operational needs — today and in the future. A FRLA member, Nuctech manufactures the TempChecker and ThermalScan infrared screening systems. Click to learn more.
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
COVID-19
Florida Restaurant Owners Ask: Can I Take a Customer’s Temperature? by ROGER SLADE
T
he world has changed dramatically in the last 90 days. Just last year, the question of whether a restaurant would even ask to take the customer’s temperature would have been unthinkable. Now, it is actually happening — all over the country. Taking your customer’s temperature before dining may provide solace to restaurant owners and their customers. However, the practice is not without risk. Since the practice is entirely new, as is the pandemic in general, there is not a lot of legal guidance on this issue. However, there are some general rules that may help prevent problems in the future. Here is a random sampling of things to consider: 1. If you decide to test, get consent. The question of whether to take a customer’s temperature is a business decision. Will testing make your customers feel more at ease, or will it make them nervous? What about the public relations implications? These are important questions. Nonetheless, if you decide to take the temperatures of your customers, the first thing you should require is the customer’s written consent on a form prepared by a skilled lawyer. This may prevent your customers from later claiming that you have accessed their protected health information without permission or violated their privacy rights. 2. Test everyone or test no one. Restaurants, like employers, are subject to claims of discrimination. The question of whether one particular ethnic group, race or gender is more susceptible to COVID-19 has been hotly debated. However, for restaurant owners there should be no debate. If you are going to test, you should test every customer that comes in the door who consents — not just the ones you think may be more susceptible to the virus.
IMAGE COURTESY OF MYNDZIAKVIDEO / ISTOCK / GETTY IMAGES PLUS
3. Avoid the appearance of medical testing. There may be an impulse on behalf of restaurant owners to expand the scope of testing to include such things as a pulse oximeter test. This test measures oxygen saturation and pulse rate. Even if customers consent to such a test, restaurant owners are likely not trained to properly administer the test or to interpret the data that the test generates. It is better to leave this type of test to a trained physician. 4. Retesting. The temperature of normal healthy individuals can vary throughout the course of the day. Therefore, restaurant owners should make clear that, for anyone who consents to a test and the test reveals a high temperature, a retest will be available. In other words, customers should be given a second chance. Someday (hopefully soon) taking a restaurant customer’s temperature will be completely unnecessary. However, restaurants that decide to pursue this path while the pandemic is ongoing should proceed with caution. Roger Slade is a shareholder with Haber Law. FRL A .org
Exclusive Non Auditable Programs for Hotels and Restaurants. Risk Strategies is the country’s leading specialty real estate insurance brokerage and risk management advisor. Robert Grady | Vice President 239-405-6802 | rgrady@risk-strategies.com
www.RiskStrategies.com
Part of Insurance Council for the FRLA
FLORIDA RESTAUR ANT & LOD GING
35
COVID-19
PetaloUSA
W
hat a compelling time in history we have all witnessed in these last couple of months. As we reopen, we must create spaces that respect and protect our customers and employees as we adjust to our new normal. The recent pandemic has asked us all to reimagine our workspaces, to remain productive, and in doing so we have had to flex our innovative design strategies to include social distancing while maintaining beauty and safety. Petalo Design Solutions for business productivity systems are your answer to productivity in a COVID-19 world. Petalo Systems are lightweight, easy to assemble, versatile and easy to clean and maintain. These are physical barriers designed to retrofit into your restaurant and allow you to safely serve your guests again. Petalo Systems are made of LisocoreTM and MDF framing with a transparent Plexiglas middle. They are designed to reduce the spread of infectious disease while conserving a stylistic approach. They are manufactured in Italy with the highest quality material and attention to detail. For more information, contact us through Victorialee Arger-Medina at (646) 269-6009. Visit petalousa.com to learn more.
New Safety Details for Your Tripadvisor Listings by ANGELA VAUGHN, CHIA, CHDM, MARKETING & OPERATIONS MANAGER, MILES PARTNERSHIP
R
estaurants and hotels are quickly reopening in a new digital landscape post COVID-19 while navigating uncharted waters to re-welcome guests at their physical locations. As travelers reemerge, one thing that will not be different is their journey to look for information online — places to eat, where to stay and things to do — whether they are locals or visitors to your destination. However, travelers are more concerned about safety and searching for the measures your property has put in place to protect them. This is a key difference from what we saw prior to local closures. Many online channels have begun to take this into consideration and are providing useful ways to highlight the actions your businesses are taking to build consumer confidence. Recently, Tripadvisor announced the release of their new “safety details” for businesses in their COVID-19 Response Center. While the 14 safety measure options slightly vary whether you are a hotel or restaurant, the result is still the same: Tripadvisor is giving consumers an opportunity to search for safety-conscious businesses. Potential guests can search and filter results on Tripadvisor by safety measures such as face masks required for guests, floors marked for social distancing, temperature checks for staff and more. In your Tripadvisor Management Center, you can update your listing to showcase to travelers what measures your business is taking — be sure to update your business listing to increase your business’s visibility in Tripadvisor searches and build guest confidence.
36 SUMMER
2020
FRLA Hosts Dozens of Webinars!
F
RLA has offered dozens of webinars to the hospitality industry since the COVID-19 crisis began in Florida. As a result of the spread of the virus, the industry was paused, and we are still not fully open as we try to get back on our feet. Thousands of restaurants, hotels and bars may close forever, and thousands of jobs have been lost as a result of the economic fallout of the outbreak. In an effort to provide educational information to the industry, FRLA has presented webinars with industry leaders, and we have shared useful webinars from across the country. You can find upcoming webinars and pre-recorded webinars at FRLA.org/webinars. Webinar hosts and speakers include: Heartland, Cintas with Anthony Melchiorri, Johnson Jackson, Miles Partnership, Fred LeFranc, FRLA, AHLA, TapMango, SipScience, National Restaurant Association, FRLA/ VISIT FLORIDA, Illinois Restaurant Association, Texas Restaurant Association, Targetable, Discover the Palm Beaches, My Area Network, Results Thru Strategy, The Lease Coach, CSRA, Ordermark, Dale Carnegie, Ecolab, DELL Technologies, USF Public Health, Dining Alliance, Synergi Partners, Sandman Savrann, Senator Rick Scott, Lauren Cohen, FTR Hospitality, Dana Young, Kathleen Wood, IFBTA and more. Thank you to all who have participated as speakers, moderators, hosts and sponsors. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
PROTECT PROTECT PROTECTYOUR YOUR YOUR BUSINESS BUSINESS BUSINESS PROTECT YOUR BUSINESS
••• Over Over Over 14 14 14 Years Years Years inin in the the the Medical Medical Medical Supplies Supplies Supplies Industry Industry Industry ••• Proven Proven Proven Experience Experience Experience ••• Best Best Best inin in Class Class Class Supply Supply Supply Chain Chain Chain ••• Affordable Affordable Affordable PPE PPE PPE Solutions Solutions Solutions • Over 14 Years in the Medical Supplies Industry
• Proven Experience • Best inand Class Supply Chain Best Best Best Quality Quality and and Pricing Pricing Pricing Be Be Be Quality • Affordable PPE Solutions Inventory Inventory Inventory inin in USA USA USA Best Be Quality and Pricing Inventory in USA
GLX
GLX Miami GLX GLX GLX Miami Miami Miami For details: 305-586-1234•• •cmc@glx-int.com For For For details: details: details: 305-586-1234 305-586-1234 305-586-1234 •cmc@glx-int.com cmc@glx-int.com cmc@glx-int.com To order online visit: OutPatientMD.com
To To To order order order online online online visit: visit: visit: OutPatientMD.com OutPatientMD.com OutPatientMD.com
B E A C O N S TA C
Beaconstac, a Proximity Marketing Leader
In conversation with Ravi Pratap, Co-founder and CTO, Beaconstac: How has Beaconstac been instrumental in helping restaurants and bars reopen? The CDC guidelines state that restaurants should use digital or disposable menus. Since disposable menus are really quite expensive, we’ve seen an uptick in restaurants and bars sign up for our service to create digital menus powered by QR codes (aka QR code menus). Restaurants love how easy our platform is 38 SUMMER
2020
to use. You just upload a PDF of your menu or snap a quick picture and you have a QR code customized with your restaurant’s logo and branding colors in less than 5 minutes. Restaurants can sign up for our platform for as little as $5 per month. What about customer adoption? Are they on board with QR code menus? Absolutely. There is no additional app required to scan QR codes. iOS and Android both have native QR code scanning capability via the camera. All you have to do is point your camera at a QR code. Since QR codes truly deliver a contactless and safe experience, customers are more than happy to scan a QR code and view the menu on their smartphone instead. Which of your platform’s features have restaurants been using the most? All our QR codes are dynamic. This means restaurants can change the content of the QR code without changing the code they’ve already printed.
Apart from uploading their menus as a PDF or an image, restaurants are also leveraging our in-built landing page creator that allows them to upload multiple menus or guidelines for customers. Our platform also includes robust analytics, integration with Google Analytics and retargeting which allows restaurants to make sure they can keep driving repeat business. We also have ready-made COVID templates that power a visitor form that restaurants can use to filter visitors or facilitate community-driven contact tracing. Do you see a need for this postpandemic? The last pandemic changed consumer habits forever. It is bound to happen this time as well. Consumers will continue to be wary of touching shared surfaces. Coupled with the fact that QR codes are actually pretty versatile and the flexibility of our platform, I have no doubt that contactless marketing and engagement is bound to grow as a new segment. FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
IMAGE COURTESY OF SHENDART / ISTOCK / GETTY IMAGES PLUS
B
eaconstac, based in New York, is a proximity marketing tech company that has been helping restaurants around the country switch to seamless QR code digital menus that comply with CDC guidelines for reopening, without the pain of printing disposable menus that cost a ton of money. Beaconstac has been recognized by Forbes as a leader in proximity marketing.
A LA CARTE
Uber Eats Committed to Support Partners in Restaurant Industry by STEPHANIE SMITH
U
ber Eats has been a longtime partner of the restaurant industry, offering innovative, reliable solutions in getting meals to consumers. We support efforts to help the hospitality industry, which is why we’ve focused the majority of our COVID-19 efforts on driving demand to independent local restaurants, which we know is a key concern of our partners during these unprecedented times. Here are a few ways Uber Eats has worked to promote the industry: » Waiving delivery fees for customers on orders to independent restaurants across Florida to help demand and keep orders coming in. » Promoting local, independent restaurants to users in-app and
through email marketing to drive people toward local restaurants. » Building a new functionality to help restaurants count on reliable cash flow during this uncertain time. Uber Eats restaurant partners can choose to receive daily payouts instead of weekly. » Waiving commissions on all pickup orders facilitated by the Uber Eats platform. » Reducing commissions on orders where restaurants use their own delivery people. » Protecting the health and safety of everyone on Uber Eats, ensuring we are a reliable platform when people need it most.
Florida Hospitality TV
H
ave you followed Florida Hospitality TV? It’s a new destination on Facebook and other sites designed to unite the hospitality industry and keep Floridians up to date on the positive things happening at restaurants, hotels and attractions. Support your colleagues … like and comment on positive posts … let’s help Florida get back to doing what we love — enjoying the best hospitality anywhere in the country. We need FRLA members that have a story showcasing efforts to stay safe and create great experiences.
And we are doing more. We’ll get through this together, one meal at a time. Stephanie Smith is currently Senior Manager of Florida Public Policy at Uber and based in Tallahassee, Florida.
FRLA Remembers Bill Shumate
Non-Alcoholic Beverages
Kombucha, Agua frescas, Fruit and vegetable milks, Oat milk, Boba and Bubble teas
Alcoholic Beverages BRING BACK THE CLASSICS Percent of chefs who believe the following alcoholic beverages will be a hot trend in 2020** Revamped classic cocktails.................................................... Alcoholic seltzers.................................................................... Aperol spritz/other spritzes.................................................... Mezcal varieties (sotol, raicilla, etc.)....................................... Asian spirits (baijiu, soju, shochu, etc.)................................... Low-alcohol beers and cocktails............................................. Veg-centric cocktails................................................................ Bitter aperitifs.......................................................................... Orange wine............................................................................. Seaweed cocktails.................................................................... *Source: National Restaurant Association, What’s Hot in 2020 chef survey. ** Percent of respondents who identified item as “sizzling hot” or “steaming” on restaurant menus in 2020. 40 SUMMER
2020
81% 70% 58% 58% 55% 53% 51% 42% 38% 27%
FLORIDA RESTAUR ANT & LOD GING A S SO CIATION
IMAGE COURTESY OF MAXIMFESENKO / ISTOCK / GETTY IMAGES PLUS
B
Top Trends
ill Shumate — FRLA member, former FRLA Chairman of the Board, owner of Bella’s Italian Cafe in Tampa and founder of Square 1 Burgers — passed away recently in his sleep. He had been suffering with Lewy Body Dementia for several years and recently had a fall that badly bruised his ribs and put him in the hospital. He was an inspiration and guiding light to us all. Bill opened his first restaurant, Across the Street, in Norman, Oklahoma, in 1963. He opened many more restaurants after that — including a 900-seat disco! Bella’s was his favorite. He has probably already started looking for a good location in heaven, catering to clientele of a higher power. We love you, Bill Shumate. November 27, 1930–July 7, 2020
A LA CARTE
REGIONAL DIRECTOR REGIONAL DIRECTOR & CHAPTERMAP MAP & CHAPTER
GULF ISLAND COAST
ROZETA MAHBOUBI
954.270.5814 | rmahboubi@frla.org
KERI BURNS
407.256.7660 | kburns@frla.org
LEE
GULF ISLAND COAST COLLIER LEE
FLORIDA INNS Statewide Chapter
ROZETA MAHBOUBI
954.270.5814 | rmahboubi@frla.org
FLORIDA INNS Statewide Chapter
COLLIER
KERI BURNS
407.256.7660 | kburns@frla.org
F R L A. O R G / M E M B E R S H I P
FRL A .org
FR L A . O RG / MEMB E RS HI P
FLORIDA RESTAUR ANT & LOD GING
41
You Have Enough to Worry About! Payroll, Employee Benefits & Liability Management should NOT be added to that list.
Let Key HR relieve you from the daily human resource tasks, so you are free to do what you do best!
800.922.4133
keyhro.com
CITY
July
Aug.
Sept.
E D U C AT I O N A N D T R A I N I N G
ALTAMONTE SPRINGS
14
11
8
BOCA RATON
23
20
24
DAYTONA BEACH
15
12
16
FORT LAUDERDALE
8
12
16
FORT MYERS
9
6
3
FORT PIERCE
9
13
10
FORT WALTON
7
4
8
GAINESVILLE
23
20
24
JACKSONVILLE
13
3
4
JACKSONVILLE BEACH
22
21
14
KEY WEST
16
n/a
3
KISSIMMEE
1
18
22
LAKELAND
13
17
14
MELBOURNE
7
4
1
MIAMI ENGLISH
21
20
22
MIAMI SPANISH
9
4
10
NAPLES
16
20
17
OCALA
9
6
10
ORLANDO
7
4
1
PANAMA CITY
23
25
22
PENSACOLA
21
18
22
PORT RICHEY
13
4
14
SARASOTA
1
5
3
ST. AUGUSTINE
15
19
16
ST. PETERSBURG
14
3
15
TALLAHASSEE
16
20
17
TAMPA
13
10
14
WEST PALM BEACH
13
10
14
* Dates are tentative
FRL A .org
Food Manager Training & Testing Schedule To register, call toll-free (866) 372-SAFE (7233) or visit safestaff.org. DEADLINE FOR REGISTRATION: Register for training at least three business days prior to exam date or 10 business days prior for Test With Confidence Packages.
Dates subject to change without notice. Please see SafeStaff.org for current schedule.
Get ServSafe® Results Immediately ServSafe® offers eCertificates! All ServSafe Food Protection Managers Exam results include ServSafe® eCertificates. No need to wait for certificates in the mail. Log in and download your certificate as soon as your exam is graded! You can even share it electronically with your company via an email share link. Find out more: ServSafe.com.
safestaff.org FLORIDA RESTAUR ANT & LOD GING
43
Keep your business fueled no matter what nature brings. We are committed to keeping your business running smoothly. This commitment drives us to be the safest, most reliable and responsive propane company in the US. Whether you are looking to power your stove, backup generator, heated pool or simply just need a flexible fuel source – we partner closely with every customer to keep them fueled for growth. During times of uncertainty, make sure you are prepared to keep your doors open and customers serviced. Count on AmeriGas to fulfill your propane needs.
For more information contact: Patrick McGrath Patrick.McGrath@amerigas.com 904-325-5604
Visit our website to hear firsthand from AmeriGas customers on how we kept them fueled in a time of need: www.ameri.gs/airborne1
