F&H October 2024 Digtal Issue

THE EQUIPMENT AND TECHNOLOGY REPORT

Charcuterie

Technology

Incorporating

Restaurant operators can harness the power of

Generative

The

of the

Today’s

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In the spirit of this month’s themed issue focusing on AI, and with full transparency, this month’s editorial is made available courtesy of CHATGPT, proving that AI impacts every industry, at every turn.

The restaurant industry, a vital component of the global economy and a hub of social interaction, is undergoing a transformative shift with the integration of Artificial Intelligence (AI). The influence of AI is becoming increasingly apparent, offering innovative solutions that streamline operations, enhance customer experiences, and drive profitability. As the industry grapples with challenges such as labour shortages, rising costs, and changing consumer preferences, AI emerges as a powerful ally.

One of the most significant impacts of AI in the restaurant sector is its ability to optimize operational efficiency. AI-driven tools can analyze vast amounts of data to forecast demand accurately, enabling restaurants to manage inventory more effectively. This predictive capability helps reduce food waste, lower costs, and ensure that popular menu items are always available. For instance, AI systems can analyze past sales data, weather patterns, and local events to predict customer traffic, allowing restaurants to adjust staffing levels and inventory accordingly.

Furthermore, AI can enhance the customer experience through personalized services. Utilizing machine-learning algorithms, restaurants can analyze customer preferences and behaviours to tailor menu recommendations. This level of personalization not only improves customer satisfaction but also

HARNESSING AI

increases sales. For instance, AI chatbots can engage with customers on websites or social-media platforms, providing real-time responses to inquiries, taking reservations, or even processing orders. This 24/7 availability streamlines operations and caters to the increasing demand for convenience, particularly among younger consumers.

AI technology is further revolutionizing the way restaurants approach marketing. With advanced analytics, restaurants can segment their customer base and create targeted marketing campaigns that resonate with specific demographics. For example, AI can analyze customer feedback, social-media interactions, and online reviews to identify trends and areas for improvement. By leveraging this data, restaurants can craft compelling promotions and menu items that align with consumer tastes, ultimately driving foot traffic and sales.

In addition to enhancing customer interactions, AI is playing a crucial role in improving food safety and quality. AI systems can monitor kitchen operations in real-time, ensuring that food safety standards are met consistently. For example, sensors can track temperature levels in storage units and alert staff to any deviations, preventing spoilage and ensuring that food is safe for consumption. This proactive approach not only protects customers but also safeguards the restaurant’s reputation.

However, the integration of AI in the restaurant industry is not without its challenges. Concerns about data privacy and the potential for job displacement have sparked debates among stakeholders. It is crucial for restaurant owners to strike a balance between leveraging AI to enhance efficiency and maintaining the human touch that defines the dining experience. Staff training and development will be essential as the industry adapts to new technologies.

Ultimately, the impact of AI in the restaurant industry is profound and multi-faceted. By enhancing operational efficiency, personalizing customer experiences, improving food safety, and refining marketing strategies, AI stands to re-shape the future of dining. As restaurants embrace these technologies, they must remain mindful of the importance of human connection. A successful integration of AI will not only improve the bottom line but also elevate the overall dining experience, ensuring that restaurants continue to be cherished gathering places in our communities. The future is bright for those who harness the power of AI while keeping the essence of hospitality at the forefront. FH

ROSANNA CAIRA rcaira@kostuchmedia.com

@foodservicemag facebook.com/foodservicehospitalitymagazine instagram.com/rosannacaira

1968 | VOLUME 57, NO 7 | OCTOBER 2024

EDITOR & PUBLISHER ROSANNA CAIRA

MANAGING EDITOR AMY BOSTOCK

ASSOCIATE EDITOR NICOLE DI TOMASSO

ART DIRECTOR COURTNEY JENKINS

PRODUCTION MANAGER JENNIFER O’NEILL

SOCIAL MEDIA MANAGER JANINE MARAL

WEBSITE MANAGER TYLER BECKSTEAD

EVENTS MARKETING MANAGER JHANELLE PORTER

DIRECTOR OF BUSINESS DEVELOPMENT WENDY GILCHRIST

ACCOUNT MANAGER DANNA SMITH

SALES & MARKETING ASSISTANT ZACK RUSSELL

SENIOR ACCOUNTANT DANIELA PRICOIU

CIRCULATION PUBLICATION PARTNERS

ADVISORY BOARD

ASCARI HOSPITALITY GROUP JOHN SINOPOLI

BROWNS RESTAURANT GROUP BRUCE FOX

BELLHOUSE HOSPITALITY INC. SCOTT BELLHOUSE

CHARCUT RESTAURANT CONNIE DESOUSA, JOHN JACKSON

GARLAND CANADA MARY CHIAROT

LACTALIS CANADA IVEN ZANARDO

MAPLE LEAF SPORTS & ENTERTAINMENT DAN MORROW

MTY GROUP MARIE-LINE BEAUCHAMP CHEF NED BELL

SOTOS LLP ALLAN DICK

THE HOUSE OF COMMONS JUDSON SIMPSON

UNIVERSITY OF GUELPH, SCHOOL OF HOSPITALITY & TOURISM MANAGEMENT BRUCE MCADAMS

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RECOGNIZING EXCELLENCE

Kostuch Media Ltd., publisher of Foodservice and Hospitality magazine, has announced the 2024 winners of its prestigious Pinnacle Awards, recognizing excellence in the foodservice-and-hospitality industry. The awards will be presented at a gala luncheon on December 6 at the Fairmont Royal York Hotel in Toronto, where KML will celebrate the 35th-anniversary edition of the awards program.

F&H’s Company of the Year

honours are being presented to Redberry Restaurants, who has grown its portfolio by 16.2 per cent in terms of store units, increased revenue by 16.4 per cent and grew its EBITDA by 30 per cent. At the same time, Redberry continued to give back to the communities it operates in across Canada through varied donations to community events and charities.

Founded by industry veterans Hanif Harji and Terry Tsianos, Scale Hospitality — Regional

Company of the Year — brings world-class restaurants, enduring hospitality brands and memorable experiences to Canada’s dining scene. Notable concepts include Toronto’s FIGO; AP, a Japanese and Pan Asian fine-dining collaboration atop the Manulife Centre (in collaboration with celebrity chef Antonio Park); King West’s hottest new steak, seafood & cocktails destination, Maxime’s; haute Caribbean-inspired Miss Likklemore’s; French bistro-bar, Lapinou; Toronto’s oldest bar and performance venue, The Wheatsheaf Tavern, and many more.

The duo receiving this year’s Independent Restaurateurs of the Year award is David Minicucci and Rob Rossi of Giulietta & Osteria Giulia, who have been known for their high level of guest service, attention to detail, and commitment to staff training, retention and success. Its sales

This year’s F&H Lifetime Achievement Award winner is Franco Prevedello, who started his renowned career in Canada working at the Ontario Pavilion at Expo 67 in Montreal. He later moved to Toronto where he had a hand in opening several restaurants, including Quo Vadis, Pronto, Bindi, Splendido, Nota Bene, Carbon Bar and the famed Centro.

numbers have continued to grow year-over-year and Giulietta was recognized by Michelin Guide in both 2022 and 2023, while Osteria Giulia was awarded a Michelin One Star in the past three years, most recently in 2024.

F&H’s Chef of the Year Nuit Regular is no stranger to the spotlight, having made a profound impact on the foodserviceand-hospitality industry through her innovative culinary contributions, commitment to employee development, and active participation in industry and community events. What began in 2008 as a small restaurant called Sukhothai has now grown to five restaurant brands (PAI, Kiin, Chaiyo, Sukhothai, and Selva) and an events-and-catering company, with a total of 12 locations across the Greater Toronto Area.

La Tablée des Chefs — F&H’s Supplier of the Year — operates a food-recovery program that recovers surpluses from the industry and distributes them to community organizations to combat food insecurity. Since its inception in 2003, the company, under the guidance of founder and general manager JeanFrançois Archambault, has helped re-distribute more than 12.3 million meals to people in need.

“As we celebrate the 35th anniversary of the Pinnacle Awards, it’s so gratifying to see the continued growth and evolution of this respected program, which began in 1989,” says Rosanna Caira, editor/publisher of Foodservice and Hospitality FH

IN YOUR ELEMENT

Element Event Solutions has launched as Canada’s leading event solutions partner, bringing together the entire Chair-man Mills Corp. portfolio of companies. The brands that have united include Event Rental Group, Higgins Event Rentals, Contemporary Furniture Rentals, Regal Tent Productions, Advanced Tent Rental, A&B Partytime, Loungeworks, MacFarlands and Chair-man Mills.

“Our customers have expressed a desire for a unified, one-stop partner for their event-rental needs,” says Allison Freeman, CEO of Element Event Solutions. “Re-imagining our Chair-man Mills Corp. portfolio of brands as Element Event Solutions is a direct response to this feedback. We’re excited to leverage our scale, expertise, and assortment to create Canada’s first national event solutions platform.”

With the announcement, Element asserts itself as Canada’s only national event rental platform with the ability to offer integrated event solutions across tents, party rentals, furniture rentals, drapery and decor. The breadth and depth of the company’s product portfolio, supported by specialized team members offering a full suite of services including design, project management, installation and strike, enable Element to deliver innovative solutions for events of any scale.

The new brand includes the launch of a comprehensive and enhanced website, elementeventscanada.com, together with new uniforms, truck branding and signage. Digital assets and social-media accounts have also transitioned to Element. While the name and look are new, the expert teams, showroom locations and trusted customer relationships remain the same.

STANDING OUT

Keegan McGregor of Highwayman Bar in Halifax has been awarded the title of World Class Global Bartender of the Year 2024 at the world’s biggest cocktail competition, celebrated in Shanghai this year. Competing against finalists from 44 regions around the world, spanning six continents, McGregor was named the ultimate winner by an international lineup of industry legends.

McGregor stood out amongst the other competitors by presenting a series of signature serves that celebrated community, sustainability and innovation. The world- class competition, hosted by Diageo, sets to challenge and inspire the next generation of bartenders through a spirited contest where they are rewarded for pushing their creativity, storytelling and techniques to the next level.

Themed Future Legacy, this year’s event proved that the future of bartending has never been more exciting, with the discovery of unique flavour combinations and cocktail concepts that are reflective of the vibrancy seen in the best bars around the world.

NOW OPEN

Oliver & Bonacini (O&B) has announced the opening of Ceci Bar at the corner of Yonge and Front Streets in Toronto. Taking over the former O&B Café Grill patio and bar space in Berczy Square, the new cantina embraces pan-Latin cuisine and cocktails.

Taking inspiration from the culture and cuisine of South and Central America, Ceci Bar’s menu was developed by O&B district executive chef Andrew Piccinin with support from newly appointed chef de cuisine Juan Alvarez. Highlighting a selection of snack-sized bocadillos, ceviches, tacos, seasonal salads and large plates designed for two, traditional Latin dishes form the basis for re-inventions.

Reducing GHG emissions

Supplying high-quality eggs

Care goes into Canadian egg farming

Caring for our animals

Following rigorous standards

Supporting the future of our food system

PUSHING BOUNDARIES

Osmow’s has unveiled its new Crispy Chicken Shawarma. This limited-time offering is now available at all Osmow’s Canadian locations.

The Crispy Chicken Shawarma combines Osmow’s signature blend of proprietary blend of Mediterranean spices

with a deep-fried twist. It’s offered in a wrap or as an à la carte bites options.

“As leaders in shawarma, we’re always pushing the boundaries of flavour,” says Marina Baric, VP of Marketing. “The Crispy Chicken Shawarma is our boldest creation yet.”

OPENING SOON

Liberty Entertainment Group (LEG) is unveiling Ontario’s only fully licensed private wine club and storage facility, the Bovine Wine Club, opening in November 2024. Named after the buzzy, celebrity-filled, fine-dining destination recently opened to acclaim earlier this year in Toronto’s historic Union Station, the new and exclusive, members-only space is designed to offer high quality private bottle storage with more than 800 lockers, a private wine club membership, a members’ lounge and meeting-and-event spaces.

Located at Front and Bay Streets in the financial district, the Bovine Wine Club sits across the hall from Blue Bovine Steak and Sushi House. Bovine Wine Club members may book for the private lounge and bar common area which seats up to 75 guests — as well as a special event area seating up to 44, to host private events — with full access to Blue Bovine’s restaurant menu and customized as requested, under the watchful eye of executive chef Sean Blomeley.

The Bovine Wine Club features more than 2,500 sq. ft. of temperature and moisturecontrolled cellars, available in an array of sizes, ranging from 36 to 144 bottles. The secure facility is kept at 15 degrees Celsius (59 degrees Fahrenheit), with 75 per cent relative humidity, 365 days a year to ensure optimal storage conditions.

ON THE FAST TRACK

Fast-casual traffic is speeding up

BY VINCE SGABELLONE

There has been much chatter lately about fast casual and we can probably thank our friends to the south for some of this. In the U.S. market, this sub-segment accounts for a solid seven per cent of all visits, and it is the only one to gain traffic in the latest quarter, according to our latest CREST® consumer behaviour tracking data.

But what exactly is fast casual, and why the attention? To answer these questions, I turn to trusted industry colleague Chris Elliott, chief economist at Restaurants Canada, who defines the segment as restaurants with “… the speed and convenience of quick-service restaurants, but perceived higher quality and freshness of a sit-down, casual-dining restaurant. The catalyst for growth globally was the 2008-09 recession, which helps to explain the current momentum.”

The fast-casual landscape is much more muted in Canada. It accounts for less than two per cent of traffic and performance has been flat in recent quarters. Nonetheless, this influential group of operators is worth exploring as they stimulate much of the growth we see in the broader operator set of QSR small chains and independents.

For this analysis, I limited myself to reviewing lunch and dinner. The other dayparts are heavily influenced by coffee occasions, the domain of the large chains.

HOW WE SPEND

The average eater check per person, per visit in fast casual was almost $11, more than $2 higher than the average QSR cheque. Quality— whether perceived or real — comes at a price consumers are willing to pay, even in a challenging economic environment.

Opportunity: Operators can explore

opportunities to introduce premium or upscale items to attract consumers seeking quality at an affordable price point.

Deal rates are increasing in fast casual and the broader QSR segment, rising to 24 per cent and 32 per cent respectively. Operators are battling for their share of the growing value-conscious consumer market, softening the impact of rising menu prices in recent years.

Opportunity: Regardless of the menu price, everybody likes to receive deals such as a bundle discount, daily special, buy-get, or coupon.

WHEN WE VISIT

In fast casual, dinner represents just over half of all visits, and on-premises visits are just under half. This is about 10 points higher than average QSR on both counts. Delivery is also a few points higher, which makes up for the fact that drive-thru is virtually non-existent.

Opportunity: Regardless of restaurant type, this highlights the need for a welcoming environment with pleasant surroundings, comfortable seating, and the right level of background sounds.

WHY WE VISIT

Our CREST Visit Drivers consumer segmentation highlights how people visit fastcasual restaurants for food-exploration reasons such as quality, a search for something new or different, and to test a recommendation. Further, our Dining Demand consumersegmentation model shows the importance of socializing and connecting at fast-casual restaurants. This is in stark contrast to the price, convenience, and routine attributes characterizing average QSR visits.

Opportunity: Creating a restaurant environment that inspires menu exploration and socializing will attract consumers searching for a food experience while encouraging them to spend more.

Fast casual is a small but influential subset of the foodservice landscape. With their focus on quality, variety, and uniqueness, these operators are setting the standard for affordable dining options. Any operator, big or small, chain or independent, who can tap into this trend will establish themselves as a cutting-edge destination. This will also leave them well-positioned to transition away from value-focused transactions when the economic conditions improve and consumers begin to spend more freely. FH

Vince Sgabellone is the director of Client Development and a foodservice industry analyst at Circana. He can be reached at vince.sgabellone@circana.com

ALL A-BOARD

CHARCUTERIE AND SHARING BOARDS CREATE OPPORTUNITIES FOR ENGAGING EXPERIENCES

BY DANIELLE SCHALK

t the heart of charcuterie and sharing boards’ popularity is the experience they offer.

As Cassandra Carreiro, owner & CEO of Sharecuterie — a charcuterie-focused café, cocktail bar and shop located in Winnipeg, points out, diners are attracted to charcuterie as an entire experience, which combines a variety of elements, including visual appeal.

“[They’re drawn to] the variety and customization of a charcuterie board; the social experience of sharing a charcuterie board,” she adds. “They are artisanal but can still feel accessible.”

Carreiro also notes that the items featured in charcuterie offerings often play a role in drawing guest in. As she explains, diners are seeking “unique and artisanal options that they might not try on their own; freshness and quality; presentation and aesthetics.”

These combinations of elements have also served as inspiration for a growing array of sharing boards and other charcuterie-inspired menu items in Canadian restaurants.

“Charcuterie-inspired trends include breakfast charcuterie, with Tryst in Edmonton offering Breakfast Charcuterie with Irving’s Farm bacon, everything-bagel crisps, housesmoked salmon, whipped lemon-dill cream cheese, two eggs, Lakeside Farmstead brie, pickled red onion and ranchero home fries,” shares Katie Belflower, editor for Technomic.

“Dessert sampler boards are also an offshoot of this, with Beertown Public House offering a Sweet Board with warm sticky-toffee pudding, vanilla ice cream, raspberry white-chocolate cheesecake and Beertown brownie ($14.99).”

Smith Restaurant in Winnipeg offers a number of boards and sharable options, including its BBQ Sharing Board available on Sundays only. This features braised pork ribs; grilled chicken thighs with harissa marinade and chimichurri; tomato salad with cucumber, fresh mozzarella, arugula, mint, basil and white balsamic vinaigrette; buttery

mashed potatoes with chives; Charred Corn with smoked chermoula butter, pimento crema, Cotija cheese and pickled shallot; toasted rosemary focaccia; and pickled vegetables ($45/person). Smith’s regular menu also features several boards and sharables, including Pounded Cheese, which features creamy whipped old cheddar, cider gastrique and sourdough from Winnipeg’s Sleepy Owl Bread ($19).

“These types of sampler options can appeal to consumers in a group and have a social element to them as well. In fact, samplers have grown 15.4 per cent on menus over the past year,” shares Belflower, citing Technomic’s Ignite Menu data. “Not only do charcuterie/ sampler options have an innate social element to them, but they also provide a somewhat customizable experience for consumers.”

“There is a huge social aspect to ordering items like this, so variety is a crowd pleaser,” agrees Michael Ewing, executive corporate chef and vice-president of Operations for Torontobased Liberty Entertainment Group. “The word abundance comes to mind so much when

talking about boards like this, because it’s always about making sure it contains something for everyone.”

This includes sharable options that appeal to those with dietary preferences.

“The plant-based trend has had a big impact on boards in general, more specifically the charcuterie and cheese boards,” says Ewing. “From making sausages out of mushrooms and creating cheeses out of nuts, to creating the texture

has been one of endless possibilities. Vegans and carnivores can now sit back and devour boards that almost look identical, but with the obvious difference.”

One vegetarian example is the Tasting Board from 1 Hotel Toronto’s 1 Kitchen, which is served with crudités, fresh focaccia and two dips of choice — whipped ricotta with balsamic-roasted vine tomatoes; whipped ricotta with figs and pistachios; or babaganoush ($21).

an opportunity for guests to explore new flavours and combinations.

“In a restaurant setting, customers are often more adventurous and open to experiencing a fully curated board. They’re looking for a unique and memorable experience, which might include thoughtful wine or cocktail pairings, and they expect everything to be at peak freshness and served with an artistic touch,” says Carreiro.

Accessible to All

While traditional charcuterie is typically heavy in meat and dairy products, an increasing number of diners appreciate foodservice establishments that feature offerings that accommodate dietary preferences and restrictions. This has given rise to an array of creative an innovative products and sharable dishes.

At Sharecuterie in Winnipeg, owner and CEO Cassandra Carreiro has made it a point to make all diners feel welcome. “As someone with celiac disease, I’ve experienced firsthand the frustration of not being able to enjoy food at an event or a restaurant. This personal experience made it an absolute priority for me to ensure that everyone feels included when they experience Sharecuterie,” says Carreiro. “I believe that everyone deserves to feel welcome and to have options that cater to their needs, whether they’re gluten-free, vegetarian, vegan, dairy-free or have other dietary requirements. My goal is to provide delicious, thoughtful and inclusive choices so that no one ever feels left out.”

In adherence with this goal, all of Sharecuterie’s offerings are glutenfriendly. The café/cocktail bar and catering business also carries locally made vegan cheeses and plant-based jerky to create vegan, vegetarian and lactose free options. “We focus on finding vegan/lactose friendly options that are not just substitutes but truly delicious in their own right, ensuring that every guest, regardless of their dietary preference, enjoys a full and flavourful charcuterie experience,” says Carreiro.

when designing boards for Sharecuterie’s in-house menu. “I start by focusing on a balance of familiar and unique flavours, ensuring there’s something for everyone,” Carreiro explains. “I love introducing customers to new and unexpected items, like a distinctive cheese or an artisanal preserve that they might not typically try. At the same time, I include more traditional flavours to make the board approachable and inviting.”

However, charcuterie and sharing boards are also very popular offerings for catering, events and other off-premise dining opportunities, owing to their ability to balance approachability and a unique experience. In fact, there are a growing number of businesses that specialize specifically in charcuterie focused catering and delivery.

Examples include Olive & Fig and The Graze Anatomy in Toronto; and The Art of Charcuterie in Edmonton, just to name a few. And, when it launched in 2020, Sharecuterie was exclusively a delivery and catering business before opening a brick-and-mortar location in 2023.

“Typically for events and catering you want to keep things simpler, more approachable and [to stick to] things that have more common ingredients,” says Ewing. “The array of people that may attend and the variety of allergens and food sensitivities we have to watch for all play a huge factor.”

When it comes to smallerscale occasions, such as an at-home celebration or family gathering, Carreiro notes that convenience and transportability are key. “[Customers] want to enjoy the same level of craftsmanship and flavour, but in a format that suits

their needs — whether that’s a relaxed evening at home or a casual gathering,” she explains.

“Ensuring the board has a good balance of ingredients with a longer shelf life, without compromising on quality or taste, is essential.”

But, overall, it comes down to the experience that’s being created/served says Ewing.

“The idea of sharing, variety and nostalgia is what draws the guest in; how we tell the story on the board is what sells it again and again,” he sums up.

“Whether we are sourcing the best Italian prosciutto for Cibo or something that has a real heritage story locally for some of our other venues, there is always a connection to be made. People naturally want to feel some type of connection when ordering food or dining in a restaurant, ordering a charcuterie board or a share board — whether it’s to the specific items on the board or the experience of sharing with the people they’re surrounded by.” FH

THE 2024

TECHNOLOGY INNOVATION IS BALANCING THE SCALES FOR OPERATORS

BY DENISE DEVEAU

oday’s foodservice operators are serving multiple masters at the same — whether the demand is to reduce overhead, meet sustainability goals, speed up service, reduce waste, or do more with less space, time, and labour.

“Operators are looking for any way they can lower input prices,” says John Lilly, senior product analyst, True Refrigeration Canada, St. Louis, Mo.

The good news is, advanced technologies that once were luxuries only larger-scale operations could afford, are becoming accessible to all. There are far fewer barriers to entry for innovations such as multi-function appliances, ventless ovens, blast chillers, automated prep tools, or fully integrated POS systems.

We talked to suppliers and operators to get their thoughts on the trends that are dominating equipment choices today. Following is a sampling

of some of the many solutions that are gaining traction with today’s operators.

SMART APPLIANCES

“Smart kitchens are an emerging trend,” says Granett Douglas, vice-president, Foodservice Division for GBS Foodservice Equipment Inc. in Oakville, Ont.

Smart appliances allow operators to reproduce the same recipe over and over without having to rely on the expertise of the person using it. “We’re seeing it in items like mixing kettles, skillets, and combi ovens,” says Chris Jeens, president, WD College in Mississauga, Ont.

Programmability is becoming a must-have feature as operations can no longer afford to make mistakes, says Steve Meehan, corporate chef, Food Service Solutions Canada, Oakville. “Every mistake is like throwing money in the garbage.”

lower their carbon footprint,” says Douglas. “Induction is growing faster because of its efficiency over traditional gas and electric.”

Induction is the future for more and more projects, confirms Martin Tancrel, executive chef consultant, Food Service Solutions Canada in Montreal. “It has become popular for drop-in and wok units. A lot of buffets are going for induction.”

Remote connectivity options abound. AltoShaam’s Vector and Converge structured air technologies for example, feature ChefLinc remote oven management. With it, operators can program different temperature, timing, and fan speeds for multiple zones within the oven chambers.

True Ice Machines’ TrueConnect technology allows remote access to vital information on water temperatures, when it needs servicing, ice levels, and usage.

AUTOMATED PREP TOOLS

“

Restaurants might not be too keen to spend hours training someone that might leave in five or six months. If there’s a machine that can do cutting and chopping, maybe you can take out that added labour,” says Jim Hayes, Sales director and corporate chef, Sutton Food Solutions.

Automation can be as simple as a machine that assembles burgers or automates breading and frying. “Antunes does a ton of this type of [product],” says Meehan. Solutions can range from touchless sauce dispensers and pizza topping systems to automated bun feeders and conveyors.

VENTLESS SYSTEMS

“

Ventless continues to be big,” says Douglas. “Every major combi manufacturer has a solution.”

Not only do they reduce the cost of ventilation hoods they allow operators to move equipment around a kitchen, to the front of house, or between locations. “What’s great about ventless is that you can operate a complete kitchen in a very small footprint,” says Joe Levesque, corporate chef, Alto-Shaam in Concord.

“There are a lot of options for ovens, fryers, and griddles that are fully ventless,” notes

Jeens. “Whenever anyone visits us, it’s almost inevitable something we talk about has to do with ventless.”

MULTIFUNCTIONAL APPLIANCES

“

Multi-functional appliances allow you to save space, drive consistency, and be more efficient,” says Douglas. “For example, you can use one combi instead of having a convection oven, steamer, grill, and fryer.”

Newer iterations, such as the Lainox NEO combined blast chiller/holding cabinet/cooking tool, or Rational iVario Pro modern cooking system that boils, pan fries, deep-fries and pressure cooks, can replace a multitude of conventional appliances in a small footprint environment.

A MULTI-COOKING PROTOTYPE FOR QSR

Anurag Sood, founder and CEO of Crazy Carrot in Guelph, Ont. has his eyes on expanding his quick-service concept. A critical part of his plan is developing an easy to deploy, ventless kitchen prototype that he can drop into any new location.

His operation is unique in that its “something-for-everyone” motto translates into managing production of multiple concepts, including hot sandwiches, bowls, wraps, roti, burritos, salads, poutine, shawarma, quesadillas, soups, and sides.

Flexibility and multi-functionality are the drivers behind his equipment choices. He found that in the Vector multi-cook oven from Alto-Shaam. A major selling point was the ability to cook multiple items at different temperatures simultaneously without the need for ventilation hoods.

“The minute I saw it I knew it was the one for me,” says Sood. “The biggest thing was the ease of use and the simplicity.”

Additional cooking and holding equipment in his prototype include hot-holding units and drawers, overnight cookers, carving stations, and heated dry wells. “With this setup we can keep to 600 to 700 sq. ft and make any menu item in less than three minutes.”

Rational iCombi Pro 611e

Alto -Shaam Vector multicook

SPOT REFRIGERATION

As operators are moving to keeping lower volumes of food on site, they are turning to smaller refrigeration solutions on the cookline or other places refrigeration is required, says Lilly.

“If you look at some kitchens, they may have five fridges in a small space all purposed to different types of proteins and vegetables and placed exactly where they need to be.”

“When you buy those ingredients, you want to maximize your return. You need the right equipment to do that,” says Jeens.

GAME-CHANGING TECHNOLOGY

There are a lot of moving parts to the Scotiabank Arena Venue Reimagination (VRI) project, including a concession area update that features “anything you can imagine with technology and digital assets” says Chris Zielinski, senior director, Culinary, Maple Leaf Sports and Entertainment (MLSE). “We’ve been going all out with research while discovering new technology in action.”

This year it’s the Level 100 concourse concession area that is going full-on digital for its multiple food-and-beverage outlets. “We saw an opportunity to speed up processes and service times.”

First up was implementing Just Walk Out cashier-less technology from Amazon at three concession stands, where customers can tap their cards to enter a self-serve area where cameras track purchased items and automatically cash customers out and email a receipt if necessary. “Average transaction time has gone down dramatically,” Zielinski. “I was able to grab a sandwich and beer and cash out in 18 seconds when we tested it.”

Another innovation is an open-kitchen grab-and-go concept where packaged products are barcoded for scanning. A PrepWizard food-prep labelling system is used by the chefs to generate and print the barcodes from a mobile app.

Five new Flexeserve merchandising units feature an air curtain that keeps food warm using constant air movement. “It’s super smart. Food that could only be help up for seven or eight minutes can now last for 12 minutes or more, as well you can control different zones for different foods to maintain the integrity specific to those foods.” says Zielinski. “People can grab hot foods or snacks, walk to a payment kiosk, scan their items and pay by any payment card.”

Professional Warewashing and Food Waste Solutions

POS PULLING IT ALL TOGETHER

For Pazzo and Café Bouffon owner Larry McCabe in Stratford, Ont., keeping ahead of the game with front-of-house technology is an essential piece in delivering a successful fine-dining experience. “There are so many ways of doing this now; there is almost an embarrassment of riches. Sometimes it’s hard to know which horse to back.”

His horse of choice for front-of-house efficiency is Square for Restaurants, a webbased, fully integrated POS system that’s playing a role in speeding service, improving turnover, and keeping inventory in check.

“You used to only see Square in quickservice, not in fine-dining,” says McCabe. “We found that Square for Restaurants tested extraordinarily well with the [servers using] iPad minis. It solves a number of issues.”

Because it’s so hard to find staff, restaurants need to be more functional with the people they have, says McCabe. “It is way quicker to take multiple orders once, and there are less mistakes.” The minis also offer prompts for servers to upsell as well as process payments.

An added feature is the integration with MarginEdge, an inventory and menumanagement software program. “The two together have made a very powerful upgrade for us,” he says. “MarginEdge provides menu costs, tracks waste, pinpoints mistakes as they happen, and tracks staff members’ performance. If a person is burning meatballs all the time, for example, or is slow filling orders, we know who it is and can provide additional training.”

McCabe estimates that the integration will save two-per cent margin improvement across both operations. “That translates into serious money at the end of the day.”

He is now exploring non-service options areas such as self-ordering and paying at tables, and full self-service functions at the café for customers ordering beverages or pastries. “I’m a big believer that non-service models are going to be transformative for hospitality to remain functional, especially independents.”

FOOD WASTE AND SANITATION

When it comes to food safety and food waste, technologies are taking much of the guesswork (and labour) out of the equation.

Blast chillers from Afinox, for example, offer built in cloud-based HACCP capabilities that enable operators to adhere to standards for chilling and handling, says Douglas.

“The dishwashing area is one of the most critical parts of the kitchen when it comes to sustainability and the environment,” says Gary Lee, director of Sales, MEIKO. “There’s a move from low temperature to high

Units such as MEIKO’s BioMaster, Syker, and Power Knot are designed to break down organics to a slurry that can then be reused for renewable energy, eliminating the need to send it to landfill or wastewater systems.

POS INTEGRATION

Moving to the front of house and beyond, POS integration is expanding its reach.

“You can now have a whole tech stack that your POS system can plug into for a seamless experience,” Hillary Hadley, senior strategist with Paytronix Systems, Boston, MA, a digital guest-engagement platform.

Digital capabilities make it much easier for small brands to compete, says Hadley. “In the last two years smaller restaurants are getting into digital and mobile app loyalty. They can lean into creating experiences based on the data they get through loyalty and first party ordering programs.”

LOCKER SYSTEMS

One trend that took hold through COVID and is gaining popularity in the QSR space especially is contactless refrigerated and

Affinox infinity

Meiko BioMaster 4 Highline

Square Register

PRESERVING THE PIECE(S)

When Charlottetown, P.E.I. chef Adam Loo launched ADA, he created a unique space that combined graband-go, catering, and private dining-room functions. “We have a good network of local farmers we deal with who bring us fresh fruits and vegetables, so preservation is key for us.”

Critical equipment choices for Loo’s operations include an Orved vacuum-sealing system, thermal circulators, an American Panel blast chiller, and a small dehydrator –along with a Robo Coupe, spiral mixer, deep fryer, proofer, and Vitamix.

“The vacuum-pack system is very crucial because we do a lot with sous vide and infusion. We will be getting a freeze dryer and combi oven down the road. Overnight cooking interests us.”

Since opening, their doughnuts have become a major menu item for ADA. “A lot of the fruits we use go into our doughnuts,” says Loo. “We don’t just preserve them; we can take lemon zest for example, dehydrate it and mix it in sugar for an extra level of flavour.”

heated locker systems for takeout and pickup. “Typically, they are being used as part of a diversified takeout/pick-up model,” says Todd Griffith, vice-president Sales, RPI Industries, Inc. in Medford, N.J. The ONDO Locker System for example, integrates with POS systems offer a seamless and automated takeout/pickup experience from the time the mobile order is placed to pickup.

THE BASIC NEED

Even though the wealth of choices seems complex on the surface, there is a fundamental need that drives all decisions, says Levesque. “It boils down to being able to execute great meals with low skilled labour. Every day, every week, we are having that same conversation with operators.” FH

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UNLOCKING POTENTIAL

Artificial intelligence platforms are shaping a new era of customer engagement

BY MO CHAAR

t’s been a challenging summer for restaurant operators, as Canadian consumers cut back on discretionary spending. Kelly Higginson, CEO of Restaurants Canada, recently stated, it has never been more difficult to run a restaurant in this country, with the cost of nearly every aspect of running a business dramatically increasing.

In today’s highly competitive market, personalized customer engagement stands out as a crucial differentiator for businesses, particularly in the hospitality

sector. With the rapid expansion of digital technologies, restaurants are inundated with data from customer transactions, social-media clicks, and loyalty programs. The challenge lies in turning this data into actionable insights, and Artificial Intelligence (AI) has emerged as a valuable asset, enabling restaurants to unlock their potential.

LEVERAGING DATA: AI’S POTENTIAL

Restaurants have access to a wealth of customer data at their fingertips. However, the sheer volume and complexity of this data can be overwhelming. Using AI-enabled software, restaurant operators can process vast amounts of information quickly and accurately, revealing

patterns that human analysis might miss.

Food and labour costs remain the top challenges for most restaurant owners. AI enables restaurants to identify and analyze data such as labour expenses and sales trends to inform staffing, helping restaurant managers staff appropriately during slow periods and avoid overspending on labour. By predicting busy periods, restaurants can allocate staff more effectively, ensuring that customers receive prompt and attentive service.

In Canada, more than $10 billion worth of food is lost at the consumer level, which not only impacts restaurants’ bottom lines but also comes with associated environmental impacts. Each year, food waste in Canada creates more than 56 million tonnes of carbon dioxideequivalent emissions. Sophisticated AI tools offer a sustainable solution, crunching historical data on factors such as sales, foot traffic, weather and more to forecast demand for ingredients with greater accuracy. This information supports restaurants with inventory management, helping to reduce food waste and prevent over-ordering but also ensuring that kitchens are well-prepared to meet customer demand — a win-win for both the environment and restaurants that are ultimately saving money on food costs.

WHY PERSONALIZATION IS KEY

This data-driven approach extends beyond operational enhancements. With the help of AI-driven analytics, restaurants can identify trends related to customer preferences, behaviours, and expectations.

Seventy-one per cent of consumers expect personalized experiences, providing an opportunity for restaurants to provide unparalleled engagement through AI. Restaurant operators have access to customers’ order histories, which contain a treasure trove of data that helps to inform marketing strategies. For instance, restaurants can offer email discounts on a particular dish based

on a customer’s preferences, enabling restaurants to target customers with highly relevant content.

In online ordering, AI can provide menu suggestions based on individual preferences, but it can also be used for menu optimization. For instance, a sushi restaurant in Japan used AI to revamp its menu following customer feedback, resulting in a 10-per-cent increase in customer satisfaction. Some brands such as Starbucks are utilizing AI-powered rewards to incentivize visit frequency and increase customer spending. Using AI tools, Starbucks looks at what its members buy and how they shop to offer special promotions such as free coffee, food discounts, and additional rewards. This level of personalized service is becoming an expectation among consumers, and stats show that AI-driven personalized marketing can help increase customer engagement by 25 per cent.

Utilizing real-time POS data can also enhance customer engagement in other ways, such as the development of loyalty programs and upselling strategies. With AI insights, restaurant managers can empower staff to upsell based on emerging trends and operators can seamlessly integrate personalized offerings and hyper-targeted benefits into loyalty programs.

ADDITIONAL AI CAPABILITIES

The integration of AI in all its forms is driving a transformation in restaurants, establishing new standards for operational efficiencies. For instance, AI-driven chatbots and virtual assistants can simplify customer interactions, handling up to 80 per cent of customer queries, processing reservations, and managing orders. Some quick-service restaurants have implemented automated kiosks for smoother ordering, while others utilize AI-powered phone systems and robots to prep food. In turn, this frees up staff to focus on more complex and high-value tasks such as customer service, while also reducing labour costs.

By integrating AI capabilities into an existing tech stack, restaurant operators gain insights into customer spending patterns and high or low-traffic periods — as a result, some quick-service restaurants have experimented with dynamic pricing, offering lower prices during slower periods of the day. Next year, Wendy’s plans to test menu boards at its U.S. locations that offer AI-prompted changes based on the weather (“a cool Frosty on a warm summer day”). The ability to rapidly adapt ensures restaurants remain competitive and responsive to market demands.

AI also allows restaurants to address potential issues before they escalate, improving the customerservice experience. For instance, in the front-of-house, AI-powered platforms can process orders efficiently and with unmatched precision, reducing the risk of human error and incorrect orders. In back-of-house operations, AI video analytics can ensure that food-safety protocols are consistently followed, and can even detect food contamination as it happens.

THE FUTURE OF AI

Looking ahead, the role of AI in the restaurant industry

is poised to expand even further. A recent consumer survey revealed that almost half (48 per cent) of Canadians expressed comfort with the use of AI in restaurants. As comfort level increases, the integration of technologies such as virtual reality (VR) and augmented reality (AR) could revolutionize the way customers interact with restaurants. During the pandemic, QR codes replaced paper menus. Now, restaurants can use AR apps with interactive menu visuals on smartphones. AR applications could overlay interactive menu visuals, allowing customers to explore dishes in detail before making a choice.

Eighty per cent of customers say the experience a company provides is as important as its products and services, and advancements in AI suggest that immersive dining experiences may become more prevalent. Meta’s AI-powered smart glasses hint at AR/VR’s deeper integration into the foodservice industry. While not yet widespread, early adopters such as Sublimotion in Ibiza use VR headsets to elevate dining with immersive elements. Patrons wearing these glasses could receive real-time information about the meal they are consuming, including nutritional information, ingredient sourcing, and even stories behind the recipes. While such technologies remain in their infancy, the potential for AI to craft multi-sensory dining experiences could become a significant draw for customers seeking unique experiences.

It’s also essential to consider the ethical implications of AI’s expanding role in the restaurant industry. As data-privacy concerns become increasingly prominent, restaurants must strike a crucial balance between leveraging customer data for personalized service and safeguarding consumer privacy. Transparent data handling practices will be paramount in building trust with customers so that they feel secure sharing their preferences and personal information.

THE IMPORTANCE OF AI INTEGRATION TO STAY AHEAD

The adoption of AI in the restaurant industry is not just a trend — it’s a necessity for staying competitive in an evolving market. By utilizing AI to tap into customer data for personalized marketing strategies, restaurants have a powerful tool at their disposal.

The future of dining is bright, and AI is set to play a pivotal role in shaping it. As technology continues to advance, the opportunities for innovation in the restaurant sector are vast. By embracing AI, restaurants can position themselves at the forefront of industry trends, delivering enhanced experiences that resonate with today’s discerning customers. It is time for industry leaders to start investing in and staying abreast of these technologies now so that they are well-equipped to meet the demands of the future. FH

Mo Chaar is the Chief Commercial Officer at Givex

TIME IS NOW

INCORPORATING ARTIFICIAL INTELLIGENCE INTO YOUR OPERATIONS IS NECESSARY FOR INDUSTRY GROWTH

BY MATT CASELLA

he hospitality industry is undergoing a rapid transformation, driven by the increasing demand for efficiency, innovation, and exceptional guest experiences. At the heart of this revolution is artificial intelligence (AI), a technology that is not just a futuristic concept but a present-day reality re-shaping how we operate, train, and innovate. For the

hospitality sector, which thrives on delivering seamless and personalized experiences, AI offers an unprecedented opportunity to elevate service standards and optimize workflows. But beyond the immediate benefits, embracing AI is essential for preparing the next generation of hospitality workers to meet the challenges of tomorrow.

UNDERSTANDING AI IN HOSPITALITY

AI is already making significant strides in

hospitality, offering solutions that range from automating mundane tasks to enhancing customer interactions in ways that were unimaginable just a few years ago. At its core, AI is about leveraging data to make smarter decisions, often in real-time. This capability is particularly powerful in hospitality, where efficiency and service quality are paramount. One of the key areas where AI is making a substantial impact is in streamlining operations. Automated check-in/check-out

processes, AI-driven customer service bots, and predictive maintenance systems are becoming increasingly common in hotels and restaurants. These technologies not only reduce wait times and operational bottlenecks but also free up human staff to focus on more complex, high-touch tasks that require empathy and creativity.

BENEFITS OF AI FOR HOSPITALITY OPERATORS

AI offers numerous benefits for hospitality operators. By automating routine tasks and optimizing workflows, AI can significantly reduce wait times, improve service delivery, and enhance overall guest satisfaction.

For instance, a restaurant using AI for inventory management can predict when to re-order supplies based on past consumption patterns, current reservations, and even local events that might influence customer traffic. This level of precision helps prevent both overstocking and shortages, ensuring that the kitchen runs smoothly and that customers receive their orders without unnecessary delays.

But AI’s impact goes beyond the backof-house. In the front-of-house, AI can play a pivotal role in enhancing the customer experience by enabling personalized interactions that cater to individual preferences. AI-driven recommendation systems can suggest dishes or beverages based on a guest’s past orders or dietary restrictions, creating a dining experience that feels uniquely tailored to each customer. This level of personalization sets new benchmarks for service quality and can be a key differentiator in a competitive market.

TRAINING FUTURE GENERATIONS WITH AI

To fully realize the potential of AI in hospitality, it’s essential to incorporate AI training into education programs. By equipping future hospitality professionals with AI skills, the industry can build a workforce capable of driving innovation and adapting to the evolving technological landscape.

AI can also play a direct role in training staff. For example, AI-driven training platforms can provide real-time feedback on performance, helping employees learn and adapt quickly. These platforms can simulate a wide range of scenarios, from handling customer complaints to managing a highvolume kitchen during peak hours, providing a safe environment for employees to hone their skills. Additionally, AI can facilitate

continuous learning, offering staff the opportunity to update their knowledge and skills as new technologies emerge.

IMPLEMENTING AI IN YOUR HOSPITALITY BUSINESS

Integrating AI into your hospitality business requires a strategic approach. Begin by assessing your business needs and identifying areas where AI can deliver the greatest impact. This might involve streamlining your booking process, optimizing your supply chain, or enhancing your customerengagement strategies.

When selecting AI solutions, it’s essential to choose technologies that align with your business goals. Consider factors such as scalability, ease of integration, cost, and the level of support available. It’s also important to communicate with your staff about the changes that AI will bring and to provide training that helps them adapt to these new tools.

Best practices for implementing AI include

starting with small, manageable projects that can deliver quick wins, building confidence in the technology. As you expand your use of AI, be sure to monitor its impact and adjust your strategies as needed to ensure that the technology continues to deliver value.

The future of hospitality is undoubtedly AI-powered. As the industry continues to evolve, the ability to harness AI will be critical to maintaining a competitive edge, enhancing customer satisfaction, and optimizing operations. But perhaps most importantly, AI will play a vital role in training the next generation of hospitality workers, equipping them with the skills needed to navigate an increasingly complex and technology-driven landscape.

For hospitality businesses, the time to start exploring AI solutions is now. By embracing these technologies today, you can position your business for long-term success, ensuring that you not only meet but exceed the expectations of tomorrow’s guests. FH

With more than two decades of diverse business experience, Matt Casella’s expertise lies in strategically executing technology-forward solutions, driving growth, and ensuring financial accountability. As president of Richtech, he oversees corporate strategy, including the expansion of our robotic restaurants and financing activities, as well as investor relations.

AI

embr AC ing

Artificial Intelligence (AI) is revolutionizing the restaurant industry by enhancing operations, improving customer experience and optimizing decision-making.

Here are 10 ways restaurant operators can harness AI to drive success.

Personalized Marketing:

AI can analyze customer data to create personalized marketing campaigns. By predicting customer preferences based on previous orders, restaurants can send tailored promotions, increasing customer engagement and loyalty.

Dynamic Pricing:

AI algorithms can help restaurants implement dynamic pricing strategies by analyzing factors such as demand, time of day, and customer behaviour. This allows operators to adjust prices in real-time, maximizing revenue during peak hours and attracting customers during slower periods.

Inventory Management:

AI can optimize inventory levels by predicting demand for various menu items. By analyzing sales patterns, seasonality, and trends, operators can reduce food waste and ensure popular items are always in stock.

Customer Service

Chatbots: Implementing AI-powered chatbots

on websites and social media can enhance customer service. These chatbots can handle reservations, answer frequently asked questions, and provide menu recommendations, freeing up staff to focus on in-house customers.

Restaurant operators can harness the power of AI to drive success

Staff Scheduling: AI can analyze historical data to optimize staff scheduling. By forecasting busy periods and staffing needs, operators can ensure adequate coverage without overstaffing, thus controlling labour costs while maintaining service quality.

Menu Optimization:

AI tools can analyze sales data to identify trends in menu performance. By understanding which dishes are popular or underperforming, operators can adjust their menus accordingly, potentially introducing new items or discontinuing less popular ones.

Voice Recognition

Ordering: Integrating AI-powered voice-

technology can streamline the ordering process. Customers can place orders using voice commands, enhancing the convenience and speed of service, especially in fast-casual or drivethru environments.

Predictive Analytics for Customer Insights:

AI can analyze vast amounts of data to provide insights into customer behaviour and preferences. Restaurant operators can leverage this information to tailor their offerings, improve customer satisfaction, and boost repeat business.

Food-Safety Monitoring: AI can enhance food safety by monitoring cooking temperatures, storage conditions, and sanitation practices. Using IoT (Internet of Things) sensors and AI

ensure compliance with health regulations and reduce the risk of foodborne illnesses.

Enhanced Delivery Logistics: AI can optimize delivery routes and times by analyzing traffic patterns, weather conditions, and order volumes. This leads to faster delivery times, improved customer satisfaction, and reduced operational costs.

Incorporating these AI-driven strategies can significantly enhance the efficiency and effectiveness of restaurant operations. As technology continues to evolve, restaurant operators who leverage AI will not only improve their bottom line but also provide a more engaging and satisfying experience for their customers. Embracing AI can lead to innovation and a competitive edge in a rapidly changing industry. FH

UPLevelling

STOP US

if you’ve already heard this: artificial intelligence (AI) can help you further streamline and grow your business. It might be sounding trite by now but, smoke and mirrors aside, there are genuine benefits for foodservice operators that utilize generative AI, albeit less glamorous than some may have you believe.

GENERATIVE AI LEVELS UP PERSONALIZED EXPERIENCES

BY ERIC ALISTER

NOTHING NEW HERE

It all starts with understanding that AI is not an entirely new phenomenon. It’s been around since before OpenAI’s ChatGPT launched the word “AI” into the stratosphere, and it’s built into many of the apps and services we already use in our daily lives. For example, if you’ve ever ordered anything online, you’ve probably noticed the suggestions section that is based on what you’ve added to your cart or purchased in the past. The same goes for food-delivery apps that give you recommendations based on your order history. Apps and websites leverage the power of AI algorithms to determine those recommendations. This is just one small example out of a multitude of ways modern e-commerce website and apps have been utilizing AI for years.

TRUE POWER

Generative AI, however, is a much more powerful technology that is at the core of what ChatGPT introduced to the world in 2022. At this point in time, raw computing power had reached a level where an unparalleled amount of data could be extracted from the Internet and interpreted into meaningful answers by AI technology. The difference, therefore, between the AI that we’ve had for years and today’s generative AI is in the substantially larger amount of data collected in order to generate more accurate and meaningful answers. Whereas an app or website could previously examine data in a single category, such as customers’ order history, to generate recommendations, generative AI can examine the entire Internet to collect as much data as possible for generating a more complete answer.

PERSONALIZATION ON A NEW LEVEL

So how does this translate into benefits for your business? Personalized experiences are a key area of focus in the foodservice industry and AI already helps restaurant operators to analyze customer ordering habits and popular menu items in order to help streamline their inventory management, food preparation, staffing and advertising. Generative AI connects all such insights to provide more meaningful top-level recommendations and advice for operators. So, let’s look at three realworld examples of how generative AI is improving personalized experiences in 2024.

FROM BOOKING TO PAYING

Online restaurant-reservation service, OpenTable, now partners with major POS technology providers to combine customers’ booking data with restaurant POS data in order to provide restaurateurs with insights on what time guests are seated, how long they are dining, and which guests are the most loyal. Before generative AI, this level of tight integration between two services would not have been possible as the processing power required to handle such vast amounts of data simply was not yet available.

DON’T FORGET ABOUT YOUR STAFF

While most business technological advancements are customer focused, it should go without saying that technology that makes your staff happier will in turn make your patrons happier. Although staff-scheduling software has had some small AI-powered features built in, such as recognizing scheduling conflicts and providing some minor tips, most of the menial work was still beyond its level of intelligence. Generative AI delves in much deeper to help operators avoid many of those repetitive and time-consuming scheduling tasks by understanding the data and completing such tasks in seconds with significantly fewer errors than humans.

ALL-IN-ONE

In our August issue’s Technology segment, we discussed how modern financial services platforms such as Square and Lightspeed are moving toward building all-in-one ecosystems where one platform fulfills all a restaurant operator’s digital needs. What we didn’t mention is how such systems would not be possible without generative AI.

To take the vast amount of data collected from all the different segments, including back of house, inventory, POS, and online reservations and orders, and combine them to make meaningful insights, the power of generative AI is necessary. Even small tips and suggestions in an app are generated using data that’s been collected across multiple segments.

For example, if you’re using Square’s online website builder, you have at your fingertips the insights the company collects not just in its website building tool but from all the other segments mentioned above, explains Anna Reynolds, senior Product Marketing manager at Square eCommerce. “Square Online offers automated content-creation tools such as an AI-assisted website copy generator that helps sellers save time, level up their websites, and boost SEO,” says Reynolds. Such content-creation tools are tapping into the power of generative AI to sift through all the data for meaningful suggestions. FH

THE UNPREDICTABILITY OF THE ATLANTIC CANADA MARKET POSES CHALLENGES FOR RESTAURATEURS

BY LAURA PRATT

TWEAV E

odd Perrin’s been in the restaurant business almost 30 years. One of Newfoundland’s most celebrated chefs, Perrin headed up Mallard Cottage, a St. John’s charmer that is ranked number 22 on the 2024 list of Canada’s Best Restaurants, from its inception until his departure last October. Perrin, who was ranked in the top eight of Top Chef Canada in 2011, worked at The Lodge at Kananaskis in Alberta before opening Two Chefs in 2001, a fine-dining eatery in St. John’s that, in its first year, was listed as one of the country’s Top 50 New Restaurants in EnRoute. In 2008, he opened The Chef’s Inn, a B&B in downtown St. John’s, and then Mallard, a 65-seat dining room, in 2013, lauded for such locally inspired dishes as cornmeal-dusted deep-fried cod cheeks.

Today, Perrin has just opened Rabble, a casual, upbeat newcomer to St. John’s cozy restaurant scene, and, while as enthused as ever about transforming local fixings into virtuosic dishes, the big-time

chef is anxious. The restaurant business in Atlantic Canada, he says, is “volatile” right now. Where he’s used to certain business patterns in an industry that’s not reliable at the best times, he’s finding the current imperative to “bob and weave” frustrating, especially among such other challenges as debt, cost-of-living hikes, and inflation, to say nothing of the post-COVID devastation. “Whatever predictability there used to be in the business is out the window,” he says.

It’s a story that could be repeated across the country — and is — but the particular flavour lent to it by the Maritimes, where a couple of bad-weather planes not landing at the airport could ruin a restaurant’s month, makes it particularly hard to swallow. “You can no longer count on having a full house every Friday night,” Perrin says. “And people’s ability to spend is all over the map. People don’t eat like they used to and juggling expanding costs on one end and retracting revenue on the other is a balance all [Atlantic Canada restaurateurs] are struggling with right now.”

BAD ECONOMICS

The struggle, he believes, is a product of consumers’ changing relationships with dining out. Food prices are up, our taste for the lucrative addition of alcohol with our meals is down, and we aren’t going out as often, reserving the habit for special occasions. “Overall, we’re seeing restaurant patronage — and the general spend — slowing.”

Indeed, agrees Mike Babineau, who’s also been in the restaurant business almost 30 years and considers the current stretch “one of the biggest all-around tough times.”

The COVID experience, which, he believes, taught people to eat at home, either cooking or ordering from apps, “was tough enough,” says Babineau, who owns six restaurants in Fredericton, including five established independent joints and a Cora franchise. “But then we were hit with inflation and increases in costs, and we had to increase our menu prices.”

Inflation is a huge challenge in Nova Scotia, Natasha Chestnut, executive director of the Restaurant Association of Nova Scotia, says, and expenses in her province — for food, insurance, equipment, fuel, utilities, et cetera — are up 30 per cent since before the pandemic.

“We absolutely are seeing people come to restaurants less and the spend per visitor is down,” Kris Barnier, vice-president of Central Canada with Restaurants Canada, told CTV this summer. No wonder Restaurant Canada’s latest survey discovered that 47 per cent of restaurants in Canada are losing money (in 2019, that was 12 per cent).

“There was a good rebound after the industry re-opened post-COVID,” says Richard Alexander, executive vice-president for Government Relations and Public Affairs at Restaurants Canada, “but it was before the inflationary pressures started creeping in.” Restaurant sales in Atlantic Canada have dropped month after month in the last long stretch, he says, from a six per cent drop in January 2024 to a three per cent drop in June 2024. Costs, meanwhile, have spiked. Since the third quarter of 2022, food costs have gone up 25 per cent, insurance 24 per cent, utilities 20 per cent, and labour 18 per cent. And profit margins are contracting. The average profit margin for Nova Scotia restaurants is just under four per cent now, and about half of restaurants in Atlantic Canada are either breaking even or operating at a loss.

VALUE MEAL FIX

Because of affordability challenges, guests in restaurants are looking for value, speed, and convenience. “There’s a psychological barrier,” says Alexander. “When

someone orders a sandwich, once the price of that sandwich reaches a certain level, they’ll stop ordering a side with it, stop ordering a drink with it, then start taking their lunch from home.”

This explains the explosion of dollar coffees, tasting menus, cooking classes, meal kits, and value meals that quick-service restaurants (QSRs) are using to draw traffic into their stores. Givex Canada, which works with companies to engage customers, told CTV in September that there’s currently a value-meal war taking place with burger chains, sub shops, and taco restaurants.

And loyalty programs, Alexander says, are becoming popular in restaurants, with nearly six out of 10 Canadians signed up for some kind of restaurant loyalty program.

OTHER TRENDS

Vince Sgabellone, foodservice industry analyst for Circana, says the restaurant industry is growing in Atlantic Canada — just at a slower pace than everywhere else. That, he says, is because of a range of factors, including that the Atlantic region has the oldest demographic of restaurant goers. What’s more, he says, citing data from his CREST database, for the year-ending July 2024, the east boasts the highest concentration of QSRs of any region — just over 70 per cent of restaurant visits are to QSRs here (versus about two thirds nationally).

The Atlantic Canadian consumer favours morning meal visits — clocking in at 35 per cent of total restaurant visits, five points higher than national average, and higher than any other region. And older generations drink a higher proportion of brewed

coffee than specialty coffee, a stat that tucks into the rest, given how QSRs tend to skew to morning occasions.

While Atlantic Canadians still dine out (once a week for about 45 per cent of them), they’ve changed their habits. They’re ordering more for off-premise consumption and largely eschewing lunchtime visits because so many still work from home. About two thirds of all restaurant occasions are offpremise in Atlantic Canada, versus about 60 per cent for the national average.

Strangely, delivery is under-developed in this region (three per cent versus the five per cent national average). Sgabellone speculates that this is because providers aren’t bothering, given the low, dispersed population of this part of the country. Finally, following on the popularity of quick-service and the morning meal, it follows that the average spend per person per visit is lower in Atlantic Canada.

Another spinoff of this reality is that, because QSRs tend to be dominated by the large chains, and because the large chains have their fattest share in Atlantic Canada, in aggregate, they control more than half of restaurant visits in this part of the country. With one third of restaurant visits taking place at breakfast here, and QSR dominating the breakfast meal, which boasts the lowest price point, it all goes hand in hand.

Not surprisingly, given that the average spend is so low, one of the challenges for Atlantic-Canadian restaurants is profitability. “Restaurants everywhere have been faced with a lot of costing challenges, so in Atlantic Canada, where the average consumer is less inclined to spend, that’s a bigger problem,” says Sgabellone. That’s particularly so for an independent looking to

break through the clutter and get a piece of these consumers’ discretionary purses. “How are you going to convince them to come into your pub or fine-dining restaurant when they’re more inclined to go out to a quick-service restaurant for a morning coffee?”

THE ATLANTIC CANADA CHALLENGE

Atlantic Canada represents just seven per cent of restaurant visits in Canada. Foodservice sales are about $4.4 billion and approximately 72,800 people work in the 5,400 restaurants in Atlantic Canada — about six per cent of the region’s total employment, including almost 30,000 youth. It’s a small market — 2.4 million people, or about six per cent of the Canadian population, but it’s not just the market size that distinguishes this part of the country’s restaurant scene. Seasonality is perhaps a more significant influencer here than anywhere else. Weather and tourism, says Chestnut, “are the two biggest components of our industry.” That means a high percentage of restaurants’ business here is conducted over about four months. Clever restaurateurs, she says, operate with this in mind, planning for contractions and growth.

“We’ve always depended on our summers to get through the winter,” says Babineau. “But I didn’t see the volume come through this year and our tourism is critical.”

St. John’s, too, says Perrin, is a small market driven by tourists, and his restaurant’s sales from August to September 2024 dropped by 30 per cent overnight.

Higher expenses are another serious differentiator for this part of the country. Generally speaking, says Alexander, “things are more expensive in Atlantic Canada,” including food and transportation and, he underscores, alcohol, which makes up a high proportion of meals and so can be lucrative.

Restaurants Canada has been pushing government to sidestep any more increases in taxes with a letter-writing campaign asking MPs to lower insurance premiums — ideally back to the rate that was frozen during the pandemic, which would put $1.7 billion back into the pockets of Canadians.

Another big challenge for Eastern Canada is the higher proportion of rural communities, making the labour issue acute — particularly finding cooks.

THE UPSIDE

The Atlantic-Canada upside, Sgabellone adds, is that it’s less expensive for Eastern-Canadian operators because the off-premise model is cheaper. And while there’s lots of competition for QSR operators, there’s also lots of demand. “So, if you’re looking for a place to try out a breakfast idea, you’ve got a good chance in Atlantic Canada,” he says. “And if you’re a delivery operation, maybe there’s an opportunity there because there’s a white space you can fill. And if you want to operate a full-service restaurant, there’s not as much competition, and maybe people are craving full-service restaurants.” Indeed, the growth of fullservice units in Atlantic Canada outpaced other regions in 2023, at three per cent versus flat nationally.

Overall, real estate, rent, and the cost of your premises are probably lower in this part of the country than elsewhere, says Babineau. “It’s not cheap, but relative to Toronto, Vancouver, Montreal, it’s much more economical to run a restaurant here.”

LOOKING FORWARD

Restaurant Canada’s chief economist, says Alexander, believes Atlantic Canada will start to see some recovery at the end of this year, as the

interest rates come down, and then more into 2025. “It’s going to be difficult for a while,” he adds.

“I do see things turning around soon,” says Babineau, who reminds that cycles are part of life in the restaurant business. “If we see the interest rate and inflation drop a bit, we’ll see things flatten out and will hopefully be in a growth pattern. I think it’ll be another year or so before we see a really good turn.” Besides, he adds, it’s not like the industry in Atlantic Canada is in the hole 30 or 40 per cent — “maybe 10 or 15 per cent. It’s just that it’s not as predictable as it used to be, where you knew month by month how things were going to go. Now it’s surprising and you have to adapt quicker.”

It’s why, he contends, restaurants are going to “get more creative” with their offerings and will probably reduce the size of their menus to make things more affordable.

He also predicts that technology will increase its role in restaurant operations, with rising wages offset by labour-reducing tech. He thinks the bigger franchises will outperform independents because of the marketing and general support that prop them up, and he predicts that restaurants will reduce their square footage because the smaller ones are, simply, “so much easier to operate.”

“I’m hopeful about the future,” says Chestnut. “I don’t think the industry is going anywhere.” She points to two recent wins in her neck of the woods: Canadian bartender Keegan McGregor winning World Class Global Bartender of the Year for 2024 and Olivia Sewell, a graduate of Nova Scotia Community College’s culinary-management program, competing at the WorldSkills Competition in France, the first Nova Scotian to represent Canada in this contest. “We have some world-class talent here.”

In the meantime, says Perrin, the Eastern Canadian branch of the restaurant industry is probably into “an extended period of volatility, trying to find out where it’ll land and what its staffing model should be. The bobbing and weaving have always been part of the industry but it’s more profound now because we’ve been pushed to the limits with COVID and debt. You’re a bad couple of weeks away from really being in trouble.

“But I’m optimistic, obviously — we just opened a new spot. I believe there’s always going to be a place for restaurants. If you do it right, you can make it work. People who are going to be successful going forward are going to be those with a lot of experience — who’ve been through the challenges and come out the other side.” FH

MIX In the

Today’s equipment makes for an efficient kitchen

BY JENNY FEBBRARO

of human labour. But the future has not arrived yet. For the time being, advanced equipment, such as Herculian-strength emulsifiers, mixers, choppers, graters, and processors are reducing labour costs in the kitchen.

AN IMMERSIVE EXPERIENCE

“We invented the immersion blender in the 1960s,” says Lance Brown, national Sales manager at the France-based Dynamic Mixers. “The technology really started to evolve in the late 1950s, but it actually became distributed and

launched onto the market in 1964, becoming a revolutionary tool.” Made in France, the equipment continues to develop. “We now have over 20 models of this one immersion blender,” he says. “Really it depends on the needs of your kitchen.”

Advanced equipment streamlines the creation of nearly every component of an order. “These are used for everything from soups to sauces to salad dressings — or you might even find it necessary for creating a dessert or icing,” laughs Brown. “But when I first started in this business, the immersion blender was actually thought of as a European tool. Now it can be seen as a staple — even within people’s homes.”

Brown says that the uses of immersion blenders have increased due to guests’ desire for healthy, fresh and local foods. “Pre-packaged or processed foods are not what our increasingly health-conscious guests want anymore,” says Brown. While in the past, restaurants may have relied on pre-fabricated salad dressings, sauces, and dips, now guests expect these basic items to be made onsite from fresh ingredients. “That means that vegetables, spices, whatever you

are making has to be blended, chopped, cut, and so on,” says Brown. “And that translates to more labour and higher costs.”

Toronto-based chef Eva Chin uses this tool regularly in her restaurant, The Soy Luck Club. “I use the immersion blender in everything from soups to pancakes,” she says. “It should have at least 500 watts, otherwise it’s just simpler to hand-mix items.” Chin also notes that it’s important to have gradations of speed. “It can become a safety hazard if you have an immersion blender with simply an on-off switch. Get ready for the splash back.”

SLICE AND SPIN

Second to the immersion blender, Brown says that the Dynacube, a manual dicer whereby the blades are encased in a dome, is becoming another required feature of convenience cooking. “A lot of

times with manual labour with a simple knife, the end result isn’t always consistent. Say for example in a cooked-meat sandwich, like a chicken salad, you would want that to be the same every time,” explains Brown. “With the Dynacube, you are guaranteed to maintain that precision cut.” In

addition, it’s less time-consuming, reducing the cost of labour and safety risk as well.

Dynamic Mixers also brought the salad spinner to the market. “The lettuce dryer or ‘salad spinner’ was something we take credit for inventing,” he says. “It saves kitchen huge costs.” Brown explains that wet lettuce deteriorates within 14 hours in the fridge whereas dry lettuce can last as long as seven days. Its latest product, the Electric Salad Spinner, EM 98 can dry three to five heads of lettuce and preserves the product’s fragility, leaving the lettuce unbruised and ready to dress.

A LOT TO PROCESS

Kevin Keith, national project manager at the France-based Robot Coupe, says its processors are in more than 75 per cent of restaurants globally — and other businesses such as zoos, pharmacies and cosmetics companies. “We’ve got over 105 different models of food processors,” says Keith. “So, when it comes to serving the restaurant industry, we do a needs assessment first to see what exactly are the needs — and quantities — of the operation.”

“A mom-and-pop style, for example, would purchase a combination food processor. It’s got two different attachments

and attaches to a cutter bowl,” he explains. “That one piece of equipment can do anything from julienning French fries to kneading dough to blending soups — the list goes on.” Keith says that the instrument also is popular in Latino restaurants for mixing menu items such as salsa or refried beans.

Keith also says this type of technology also helps to meet kitchen needs due to a big labour shortage. “After COVID, we lost a lot of workers — and it’s been hard to regain that labour force. These tools help to mitigate some of the work behind the scenes.”

He recommends the Robot Coupe Table-Top Cutter Mixer R7 for everything from grinding, mincing and kneading, as well as for making mousses, emulsions and smooth stuffings, as it performs typically lengthy tasks in just seconds.

“These are especially handy when you are doing things in bulk – such as for prisons, hotels, or commissaries,” says Keith. “We also have timer features that allow for you to walk away and attend to another task in the kitchen.”

He says that AI isn’t taking over the industry just yet however. “You still need people in the kitchen — and that’s a good thing. But the automation technology just makes cooking faster and more consistent.” FH

Bring on the

Beer sommeliers and cicerones

emerge as sought-after profession

BY SUZANNE CHIN-LOY

In the continuously shifting beer industry, the role of a beer sommelier or cicerone has emerged as a highly respected and sought-after profession.

Becoming certified as a beer sommelier or cicerone is no easy feat and requires a deep understanding of beer styles, brewing processes and ingredients, history, glassware, beer service, and draft systems. A refined palate for beer tasting and the ability to expertly pair beers with food are also essential.

BEER STYLES

“It’s important to grasp the historical components of each beer style,” says Roger Mittag, founder of Prud'homme Beer Certification. “Then, you can move on to why those beers have those particular flavours and aromatic profiles.”

Neil Witte, associate director of Exams at Cicerone Certification Program complements this statement.

“There are a lot of parameters, such as bitterness level, colour, kind of viscosity, or mouthfeel of the beers,” he says. “It can be tricky because you know many beer styles have histories that go back centuries. There’s a lot of overlap between certain styles because somebody might have

something similar in a different part of the world.”

BREWING TECHNIQUES AND INGREDIENTS

Several brewing techniques can influence a beer's flavour, including milling, mashing, boiling, and fermentation.

Jason Pratt, master cicerone and president of the Cicerone Certification Program in the U.S. says “adjustments can be as simple as changing the water chemistry or making significant alterations to the brewing process, which could add hours or even days to the process. For instance, dry hopping involves adding hops to the cold side of the brewing process, resulting in less bitterness and more hop flavours and aromas in the beer.”

As for ingredients, “Water is the largest volume ingredient, and the minerality can have massive effects on beer,” says Mittag. “Soft water has little to no minerality and is gentle but can leave the beer with a much longer aftertaste, while hard water delivers a crisper, more thirstquenching experience.

Mittag continues, “Malted grains, such as barley, wheat, and rye create colour and flavour, while hops provide bitterness and aroma and are a natural

preservative. Yeast is the engine that takes all other ingredients and creates alcohol and carbon dioxide by metabolizing sugar and oxygen.”

GLASSWARE

Mittag explains that the shape and size of the glass significantly impacts the beer-drinking experience. Many brewers design their glasses to enhance the characteristics of their beers. Tall and narrow glasses are ideal for lagers as they help to concentrate aromatics at the top of the glass. These glasses also keep the drinker's hand away from most of the beer, helping it stay colder for longer. On the other hand, fullerbodied beers benefit from wider, open-mouthed glasses. These beers have more complex aromas and flavours, and the wider glass allows for a better appreciation of these qualities. The wider glass is also suitable for warming the beer, bringing out more flavours.

BEER TASTING

“[There’s] so much flavour perception in the aroma when beer tasting,” says Witte. “You can smell it with a short or a long sniff to appreciate the aroma before tasting the beer,” adding that swirling the glass can release carbonation that’ll help carry aromas up and out of the cup.

“Take a small sip, letting it cover your tongue,” Witte continues. “After swallowing, breathing out of your nose, also known as retro nasal, can enhance the flavour.”

FOOD PAIRINGS

When pairing beer with food, Pratt, considers the intensity of the dish and the beer so that they complement each other without one overpowering the other. “I’ll also look for complementary flavours, things like sweet versus sour or bitter versus sweet, that make the fireworks in a food pairing.” FH

FUSION FEST

Chef Hermawan Lay brings a fusion of flavours to Jade Yorkville

BY SUZANNE CHIN-LOY

Chef Hermawan Lay is known for skillfully combining traditional Asian flavours with European and North-American influences at Jade, located in the heart of Toronto’s Yorkville neighbourhood. His menu exemplifies modern fusion cuisine and showcases flexibility and innovation to create delectable, unexpected taste experiences.

With a diverse culinary background that spans different continents and cuisines, Lay's epicurean journey began with the influence of his grandparents and parents, who instilled in him a love for cooking. “The whole family loves food,” Lay admits proudly. “My [paternal] grandma used to have a home-cooking catering company back in Indonesia, which made me want to pursue this career.”

After graduating from vocational school in Indonesia, Lay completed the Culinary Arts/Chef Training diploma program at Universitas Trisakti, Indonesia. He later secured an internship at 16 with ISS Catering Services just across the water in Singapore, where he focused on quality, nutrition, and sustainability. “I was there for six months. We were super busy and needed to supervise 2,000 meals over four days for Formula One (F1). It was a pretty big deal and an incredible experience.”

He later completed a three-month internship at a prestigious hotel in Bali before moving to Canada, where he graduated with Honours in Culinary Management from Humber College in Toronto. “I had an amazing opportunity to intern for two-and-a-half years at Momofuku, where I worked with David Chang. He had the biggest influence on me and inspired me with his cuisine,” he says.

In 2019, Lay and a partner opened a restaurant in Indonesia, offering contemporary Asian cuisine with traditional Indonesian flavours. The upscale dining experience gained attention for its modern presentation and creative use of local ingredients. Lay elevated these familiar Indonesian dishes with international techniques, creating a refined yet authentic culinary experience. The restaurant closed in 2021, when Lay yearned to return to the multi-cultural mosaic of Toronto.

Upon returning to Toronto, Lay secured a position as a sous-chef at the upscale restaurant Clio in Yorkville before being promoted to executive chef at Bitter Melon on Spadina Ave. “I was happy to stay at Clio until a

BITS & BITES

What is your ultimate culinary destination?

I always love Singapore. You can enjoy great food at the Hawker Center or dine at upscale Michelinstar restaurants

Favourite food memory

I love my mom's Hainan chicken. It's my comfort food and a good memory for me.

What do you cook at home?

I usually prepare simple dishes like stir-fry or steamed Hainan Chicken. I’ll boil some bok choy, add oyster sauce, and serve it with a nice bowl of rice.

recruiter reached out to me, and I had the opportunity to change hats and take on an executive-chef role at Bitter Melon,” Lay admits, “That was my first big role because I never felt I was a good chef, even though I opened a restaurant back home. It's very different here in terms of professionalism. I stayed at Bitter Melon for two-and-a-half years before accepting the executive chef role at Jade.”

When asked what inspires his dishes at Jade, Lay says that he sees his vision as part of a collaboration with the owners. “I try to execute their vision by combining my expertise to create a concept that will fit. I'm mixing French techniques with my East-Asian cuisine background; I marry everything together, and then it becomes Jade.”

Guests can anticipate a diverse dining experience featuring popular menu items, including Kaizen Toast with foie gras, grilled BBQ eel, and uni paste with kumquat and citrus ($28); Corndogs & Caviar with halloumi, honey mustard, and spicy mayo ($38); and Bone-In Short Rib marinated for 48 hours, grilled, and served with red wine and balsamic gastric ($48).

Chef Lay says, “Jade is like my baby, but I'm also busy with another baby as my wife and I just had a baby girl. I need to make sure that she will be okay, here and at home." FH