QuickBite Magazine March 2018 by MVHmedia

Talking Tech Interview: Bink MARCH 2018

CFO of Bink Greg Gormley discusses the future of loyalty and how they are working to streamline the industry by securely linking customers payment cards to their loyalty programs

the uk burger market is estimated

to be worth

Burgers sauces & seasonings

Double

a whopping

£3.28bn!

fire hazards

Up.

TALKING TECH INTERVIEW: bink

Beef up your burger offering, stacked is where it’s at!

Coffee shop market defiant 7.3% growth achieved in 2017, despite Brexit issues See Page 12

Avoiding Fire Hazards Learn how to fully protect your business from fire hazards, find out what equipment, paperwork and training is essential. March 2018 Print Edition £3.25 - €4.50

Epos One in eight say they have walked away from their purchase because the queue was too long - offering a fast way to pay is almost non-negotiable.

Sauces and Seasonings

Versatility is key, discover how you can enhance classic dishes with authentic spices, and switch up your marinade!

Talking Tech We speak to Greg Gormley CEO of Bink, who eliminate the need for them to carry plastic loyalty cards and paper coupons.

WWW.VALENTINEFRYERS.COM

MESSAGE

A message from QuickBite

Publishing Director

Lewis Wantling info@mvhmedia.co.uk Office: +44 (0) 333 003 0499

Advertising Sales

Hello and welcome to the March edition of QuickBite Magazine! This month we look at the latest trends surrounding burgers, one of the most versatile menu options on the market! We assess the latest flavour trends and speak to those in the know, as we cover meat-free and fully-loaded options - as operators from the USA continue to expand into the UK burger restaurants and menus are bigger than ever before! What goes well with burgers? Sauces and Seasonings! The latest trend report from Mintel says that sauces are getting hotter as UK tastes travel further afield – so we speak to some of the UKs biggest manufacturers as they reveal more of the latest flavour trends you should be introducing into your menu! The safest way to deal with fire is to prevent it – in our Avoiding Fire Hazards feature we speak to three of the leading industry voices in the fire prevention sector, who give their insight into the latest in fire safety regulations and how you can fully equip your business to prevent fire. We also look at the ever increasing rate that EpoS is accelerating, and find out what you should consider when choosing an EpoS provider. Turn to page 58 to find out more. As always our legal and accountancy experts are on hand to offer their expert advice. This month find out what you should do if you get a bad review!

Sandra Bouillet sandrab@mvhmedia.co.uk Office: +44 (0) 333 003 0499

Design & Production Editor Natalie Florey-Abbotts natalie@mvhmedia.co.uk

Features & News Writer Susanne Wynne susannew@mvhmedia.co.uk Office: +44 (0) 333 003 0499

Contributors Morgan Wolfe Peter Watters

Finance

Laura Williams finance@mvhmedia.co.uk Office: +44 (0) 333 003 0499

Until next time!

If you would like to have your say, we would love to hear from you. Please get in touch via editor@mvhmedia.co.uk or you can tweet us @quickbitemag

Front cover courtesy of BURGER SHED41

Publisher

MVH Media Ltd.

Unit 9 Wilkinson Court, Clywedog Road South, Wrexham Industrial Estate, Wrexham LL13 9AE

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Issue 54 March 2018

CONTENTS

 News Round-Up

A look at the latest industry news from the QSR and food-to-go market.

 Features

Sauces and Seasonings

Read our overview of the sauces and seasonings market, as we look at the flavours you should be introducing to your menu.

Burgers

Avoiding Fire Hazards

The burger category is up there with the most innovative and creative sectors in foodservice, find out the latest trends to hit the sector.

We speak to leading experts in the field, as we discover how you can ensure your business practice meets UK fire legislation.

 Business Profile Burger Shed 41

Burger Shed 41 is an American style burger joint – offering an industrial meets vintage design aesthetic that has brought Chester and Mold in North Wales a new spin on the burger.

 What’s New at Hotelympia

Find out what’s hot at this year’s Hotelympia, the biggest show to date!

 Talking Tech 51

News

Interview : Bink

Epos

We round-up the latest innovation in the world of food service technology. We speak to Greg Gormley CFO of Bink, the loyalty scheme that aims to eliminate the need for customers to carry plastic loyalty cards or paper coupons.

Customer perception is also a key reason for embracing new technology like EpoS, consumers are much more trusting of businesses that use technology to enhance their experience.

 Services 70

Legal

Accountancy

Would you know what to do if your business received a bad review?

VAT registered? Time to switch to digital!

74 4

Dates for your Diary

We handpick the events you should have in your 2018 calendar. |

Issue 54 March 2018

CONTENTS

58 Issue 54 March 2018

NEWS ROUND-UP

Captain’s fish and chip takeaway earns blue fish label for sustainability Captain’s fish and chip takeaway in Hertfordshire earns a coveted sustainable fish certificate, from the Marine Stewardship Council (MSC). The news means that Captain’s takeaway can now use the MSC blue fish ecolabel on its cod and haddock, assuring customers that the fish sold has been responsibly caught using sustainable methods. It

also means it can be traced back to the fishermen who caught it. YouGov Research with fish and chip shop customers has shown very positive support for sustainable fish - with four in five fish and chip fans believing that chippies should serve certified sustainable fish. Captains are now in the final stage running to be crowned no.1 fish chip in the UK as part of the National Fish and Chips Awards, and are the winner in their region. For 18 years, Captain’s has been the go-to fish and chip shop in Hoddesdon,

Nando’s launch new format store The restaurant famous for its peri-peri chicken is to launch a brand new concept store called ‘nino’, a title that roughly translates to ‘little version of’. The new restaurant will open on King Street in Twickenham and will utilise a smaller space to its counterpart with a new streamlined menu in order to speed up service. The menu will also incorporate takeaway and delivery options as well as a sit-in option for those after a ‘quick-bite’. 6

Issue 54 March 2018

Greg Swift, regional managing director of Nando’s nino, Twickenham said, “We can’t wait to officially open our doors to our new Twickenham restaurant. “We’re excited for people to discover this new Nando’s nino and enjoy some additional spicy surprises along the way!” On the Nando’s website the new store is described ‘a bit different.’ “It’s designed for when you’re in a rush, on the go, want a quick bite, a takeaway, delivery or to meet up with your mates. “We’ve concentrated everything into a much smaller space, streamlined our menu, added some extra specials and changed some things you’ll experience.”

Hertfordshire with the queue of customers snaking out of the door, the stuff of local legend. Owner Tony and his brothers are the third generation of their family to have been in the fish and chip business, so they know how to cook Britain’s traditional national takeaway dish to perfection. “I am over the moon to be awarded MSC certification for Captain’s fish & chips as I am a strong believer in sustainability and looking after our amazing world as we are only leaseholders and not freeholders,” says Tony Forgione, owner of Captain’s fish and chip shop. “We make sure we educate our customers into knowing that by choosing the blue fish ecolabel they are helping to keep our waters full and plentiful for future generations to enjoy sustainable fish. Long live fish and chips!” George Clark, senior commercial manager at the MSC, said: “It’s such a huge achievement for Captain’s in getting MSC certified. If there’s no fish then there’s no fish and chips, and by choosing the blue fish ecolabel, Captains are supporting the future of our oceans and the future of our nation’s favourite takeaway.” Choosing the blue fish label from fisheries, retailers, brands and restaurants guarantees sustainable, traceable methods and helps protect the life in our oceans for generations to come.

NEWS ROUND-UP

New EU acrylamide legislation to come into force this year Food businesses in the UK will be required to put in place practical steps to manage acrylamide within their food safety management systems under new EU legislation which will apply from April 2018. The legislation describes practical measures based upon best practice guidance developed by the food industry to mitigate acrylamide formation in a range of foods. The Food Standards Agency (FSA) and Food Standards Scotland are working with the British Hospitality Association and other key stakeholders to develop simple guidance which will help the catering and foodservice sectors comply with new rules. Acrylamide forms naturally during high temperature cooking and processing, such as frying, roasting and baking, particularly in potato-based products and cereal-based products. It is not possible to eliminate acrylamide from foods, but actions can be taken to try and ensure that acrylamide levels are as low as reasonably achievable. The FSA has been undertaking surveillance on acrylamide levels in food products since 2007. From April 2018 Commission Regulation (EU) 2017/2158 will take effect. This will establish best practice, mitigation measures and benchmark levels for the reduction of the presence of acrylamide in food.

Food Business Operators will be expected to: • Be aware of acrylamide as a food safety hazard and have a general understanding of how acrylamide is formed in the food they produce; • Take the necessary steps to mitigate acrylamide formation in the food they produce; adopting the relevant measures as part of their food safety management procedures • Undertake representative sampling and analysis where appropriate, to monitor the levels of acrylamide in their products as part of their assessment of the mitigation measures • Keep appropriate records of the mitigation measures undertaken, together with sampling plans and results of any testing The measures are proportionate to the nature and size of the business, to ensure that small and micro-businesses are not burdened. The new legislation applies to all FBOs that produce or place on the market the foods listed below: • French fries, other cut (deep fried) products and sliced potato crisps from fresh potatoes • Potato crisps, snacks, crackers and other potato products from potato dough • Bread

• Breakfast cereals (excluding porridge) • Fine bakery wares: cookies, biscuits, rusks, cereal bars, scones, cornets, wafers, crumpets and gingerbread, as well as crackers, crisp breads and bread substitutes • Coffee: (i) roast coffee; (ii) instant (soluble) coffee • Coffee substitutes • Baby food and processed cereal-based food intended for infants and young children Different requirements apply to local and independent FBOs selling food directly to the consumer or directly into local retail, for example, independent cafes, fish and chip shops and restaurants. For larger centrally controlled and supplied chains with standardised menus and operating procedures the legislation reflects that the controls of acrylamide can be managed from the centre. This would apply to for example, large restaurants, hotels and café chains.

Public Health England to impose ‘calorie-caps’ on fast food Public Health England (PHE) has ordered fast food outlets to introduce a ‘calorie cap’ from March. In the proposal lunch and dinners will be capped at 600 calories, with breakfast at 400. The reduction will also be directed towards manufacturers of ready meals. As the government attempts to curb childhood obesity, new fast food

openings may also be banned within 400 metres of schools, according to proposals put forth by London Mayor Sadiq Khan. The new daily calorie guidelines – originally published last month – now recommend no more than 1,600 calories per day for meals and two snacks of 100 calories each. However, many fast food outlets pride themselves on their healthy options and many more have made amendments to their menu’s to make them healthier. Issue 54 March 2018

NEWS ROUND-UP

Millers Fish & Chips Shop take the crown as the UKs best fish & chips shop 2018! Millers Fish & Chips in Haxby, York, North Yorkshire has today (25 January) been crowned the UK’s best fish and chip shop, as part of the 30th anniversary National Fish & Chip Awards, organised by Seafish. The shop scooped the ultimate title – Fish and Chip Shop of the Year Award – after ‘battering’ off stiff competition from nine other UK regional winners, all vying to take home the top accolade. The new UK champions were presented with their award during a prestigious awards ceremony, which is widely considered as the ‘Oscars’ of the fish and chip world, at the Royal Lancaster Hotel in London. To secure the top spot, Millers Fish & Chips had to fry at the top of their game while progressing through a rigorous, multistage judging process over a seven-month period; encompassing several mystery shopping assessments and in-depth audits by industry experts, reviewing everything from responsible sourcing policies to menu diversification – and of course, customer service and the quality of the fish and chips being served. The final stage of judging, held the day before the awards ceremony (24 January),

put the shop’s presentation skills to the test. They faced a 15-strong specialist industry judging panel, and were quizzed on a range of industry related topics and asked to demonstrate how they successfully run a profitable business and plan for future development. Commenting on their award win after receiving the famous trophy from awards host, Nigel Barden, voice of food and drink on BBC Radio 2, co-owner Nick Miller (28), who runs Millers Fish & Chips with his father David (56), said: “We brought it home for Haxby! I can’t believe we’re the UK’s best fish and chip shop – words can’t describe how this feels. “We entered the competition for the first time last year, and were so proud to get to the final, but to go all the way this time and scoop the ‘Oscar’ of the fish and chip world is truly amazing. “At Millers, we wholeheartedly believe in making fish and chips accessible for everyone. We operate a separate frying area to cater for allergen-free diets, and offer a range of gluten-free, halal and vegetarian products, all cooked using only use the finest, locallysourced, sustainable ingredients. “As a fourth-generation family business with a 77-year history, we bring the tradition associated with great British fish and chips together with a new, innovative approach. This really does mean everything to us, and we’re so proud of ourselves, our staff and our business.”

Marcus Coleman, Chief Executive Officer at Seafish, added: “Although it’s not known exactly where or when fish and chips came together, one thing that is for certain is that it’s an endless love affair. Flaky, piping hot, succulent fish covered in crispy batter with golden chips is a duo that’s captured the hearts of the British public since the mid19th century. “With approximately 10,500 fish and chip shops and restaurants across the UK, the competition to be crowned the best has never been so tough. The judging process is extremely challenging with shops being thoroughly put through their paces, but Millers Fish & Chips stood out from the beginning. “With the combination of David’s experience and Nick’s modern approach, they are a team to be reckoned with and one of the industry’s greatest double acts. They’ve had their eyes firmly on the prize since the beginning, but more importantly they know who they are, what they want to be and where they want to go. “I have no doubt that they’ll accomplish everything they want to and will be great ambassadors for our industry, helping us reinforce the fact that Britain is the home of the world’s best fish and chips.” 30 years on from when the original Fish and Chip Shop of the Year – Toff’s of Muswell Hill in London - was crowned in 1988, owner Nedi Toff comments: “On behalf of our entire family I would like to congratulate Seafish on the 30th anniversary of the awards. Being the very first winners was a privilege; we relished every moment of the experience and endeavoured to uphold the highest of standards during our time owning the shop. “After retiring in 1997, I’m pleased to say that the present owners of Toff’s of Muswell Hill have carried on our legacy with continued high standards and excellent customer service. “30 years on, Toff’s is still the institution that Seafish recognised all those years ago! The moment we received the award our lives changed and we feel like we will always be a part of The National Fish & Chip Awards family.” For more information visit www. fishandchipawards.com or follow @ FishNChipAwards #FishNChipAwards.

Issue 54 March 2018

NEWS ROUND-UP

Wenlock Spring bottles now to be made with 50% recycled content With a pioneering environmental ethos, Wenlock Spring are introducing change before political policy, taxes or green incentives make such measures compulsory.

As the nation recycles more and supply increases, Wenlock Spring intend to achieve bottles made from 100% recycled plastic. The company has always had a programme of continuous improvement with regards to sustainability, they are passionate about encouraging and promoting recycling.

A Sustainable Future Matthew Orme, Director of Wenlock Spring, commented: “We simply cannot continue to let something that we use for minutes, pollute the environment for hundreds of years, especially when plastics are recyclable. “We not only have a corporate responsibility at Wenlock Spring, but a responsibility to the generations to come. Reducing landfill should be an objective for everyone. We welcome a circular recycling process where plastic bottles are being remade and recycled again - and again.”

The 50% recycled plastic bottles will launch in April 2018 incorporating an innovative new design showcasing their provenance. As well as being made from recycled plastic, the bottles are also fully recyclable – ensuring a circular recycling process. In the UK, we have the infrastructure to recycle plastic bottles repeatedly. Our British recycling plants don’t, however, have enough supply. Only 65% of local authorities recycle plastic, which is why only 50% recycled plastic content is currently attainable.

Food waste recycling for your business

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Biffa t Visit biffa.co.uk for a competitive quote on inedible waste

Issue 54 March 2018

NEWS ROUND-UP

McDonalds reveal plans for 100% recycled packaging by 2025 McDonald’s has announced goals to improve its packaging and help significantly reduce waste to positively impact the communities the company serves around the world. By 2025, 100 percent of McDonald’s guest packaging will come from renewable, recycled, or certified sources with a preference for Forest Stewardship Council certification. Also by 2025, the company has set a goal to recycle guest packaging in 100 percent of McDonald’s restaurants. McDonald’s understands that recycling infrastructure, regulations and consumer behaviours vary city to city and country to country around the world, but it plans to be part of the solution and help influence powerful change. This expands upon McDonald’s existing goal that by 2020, 100% of fibre-based packaging will come from recycled or certified

Issue 54 March 2018

sources where no deforestation occurs. “As the world’s largest restaurant company, we have a responsibility to use our scale for good to make changes that will have a meaningful impact across the globe,” said Francesca DeBiase, McDonald’s Chief Supply Chain and Sustainability Officer. “Our customers have told us that packaging waste is the top environmental issue they would like us to address. Our ambition is to make changes our customers want and to use less packaging, sourced responsibly and designed to be taken care of after use, working at and beyond our restaurants to increase recycling and help create cleaner communities.” To reach these goals, McDonald’s will work with leading industry experts, local governments and environmental associations, to improve packaging and recycling practices. Together they will work to drive smarter packaging designs, implement new recycling programs, establish new measurement programs and educate restaurant crew and customers. As Tom Murray, Vice President of EDF+Business at Environmental Defense

Fund noted; “Nearly three decades ago, McDonald’s and EDF teamed up to tackle solid waste and accelerate innovation in packaging. “Along the way, we pioneered a new partnership model for companies and nonprofit organisations. Today, McDonald’s continues to raise the sustainability bar by setting ambitious goals and collaborating with partners across the value chain for maximum impact.” “McDonald’s global preference for Forest Stewardship Council (FSC) certified materials demonstrates their far-reaching commitment to source packaging that benefits people and forests around the world,” said Kim Carstensen, director general of the Forest Stewardship Council. “The partnership between McDonald’s and FSC – the world’s most trusted certification of forests and forest products – also creates a uniquely powerful opportunity for McDonald’s to engage customers about simple ways to protect forests,” he added. Adds Sheila Bonini, Senior Vice President, Private Sector Engagement, World Wildlife Fund, “Smarter waste management begins with improved sourcing, increased value chain collaboration and better communication with customers. Today’s announcement demonstrates McDonald’s strong leadership in developing packaging and recycling solutions at a scale that can extend the life of our natural resources and push its industry toward more sustainable practices.” McDonald’s first began its focus on sustainable packaging nearly 25 years ago with the establishment of the groundbreaking partnership with EDF. The initiative eliminated more than 300 million pounds of packaging, recycled 1 million tons of corrugated boxes and reduced waste by 30 percent in the decade following the partnership. In 2014, the company joined WWF’s Global Forest & Trade Network program and set its fibre sourcing targets, including FSC preference for packaging made from wood fibre. Currently, 50 percent of McDonald’s customer packaging comes from renewable, recycled or certified sources and 64 percent of fibre-based packaging comes from certified or recycled sources. Also, an estimated 10 percent of McDonald’s restaurants globally are recycling customer packaging. “We look forward to doing more and continuing to raise the bar on what it means to be a responsible company committed to people and the planet,” DeBiase said.

NEWS ROUND-UP

Greggs sales up 7.4% as they celebrate a year of growth in the food-to-go category Food-to-go specialists Greggs have revealed positive total year sales of 7.4%, the bakery and sandwich retailer also reveals 131 shop openings throughout 2017. In their fourth quarter results, company managed like-for-like sales grew by 3.0% reflecting a particularly favourable trading pattern in the final quarter of 2016, with full year results anticipated to be in line with expectations. The bakery’s sales were no doubt boosted by the opening of a drive-thru location in Salford, Greater Manchester, and the introduction of delivery to parts of the UK, further reinvigorating the brands reach to a younger audience. In the trading report it was revealed

that classic favourites - such as the cheese and onion and meat and potato pasty continued to perform well, with customers enjoying seasonal products such as the Festive Bake and fresh-baked mince pies. Also performing well were their hot options, and the gluten-free ‘Balanced Choice’ soup, as health concerns continue to impact customers food-to-go preferences. The extension of their hot drinks range - as they attempt to cross-over into the lucrative speciality coffee sector - is another example of the company’s attempts to reinvent the bakery. Chief Executive Roger Whiteside commented: “We finished 2017 well, delivering our seventeenth consecutive quarter of like-for-like sales growth, and anticipate that we will report full year results for 2017 in line with our previous expectations. “In the year ahead, we will continue to focus on delivering the outstanding value

and taste that Greggs is famous for. 2018 will be a record year for investment in our supply chain and we intend to increase the rate of new shop openings as we continue to grow Greggs as a leading food-on-thego brand.” Looking forward the chain has admitted that ‘industry-wide cost pressures’ will continue to impact into the year ahead – however they expect this to be at a lower level than in 2017. Revealing that in this ‘uncertain consumer environment’ they will ‘continue to focus on delivering the outstanding value and taste that Greggs is famous for.’

Issue 54 March 2018

NEWS ROUND-UP

New TV campaign set to drive demand for adult tastes Britvic is bringing tasty refreshment to the nation through a new TV campaign for Robinsons, the No.1 GB Squash brand. The multi-million-pound campaign, ‘Listen Up’, went live on screens on Friday, 19th January, to launch Fruit Creations, the first in a new range of Robinsons products designed especially for grown-ups.

throughout the year on TV and VOD in the UK and Ireland. The campaign will also be supported by Facebook and social activations with additional PR and experiential support. The next stage of the campaign starts in March with the launch of Robinsons Fruit Cordial. Matt Barwell, chief marketing officer at Britvic said, “With a rich heritage dating back to 1823, Robinsons squash remains a firm favourite for families, bought by four in 10 households across the nation.. “Kids are currently seen as the main consumers of squash, so the creative

is designed to help land the new adult proposition in a way that’s new for Robinsons and entertaining for adults, using the disarming wisdom of children. “With a staggering three million glasses of Robinsons squash being drunk every day in Britain, who better than our child squash experts to educate adults about the great taste of new Robinsons Fruit Creations?” Fruit Creations is a new sub-brand for Robinsons including a range of fresh and exciting flavour combinations, each of which contain twice the fruit of its core squash range[4] and are perfect for pairing with food. The new fruity range contains no added sugar, falls under the sugar levy threshold and is set to appeal to adults looking for more exciting flavour blends.

The new TV campaign features a young girl who charmingly introduces the benefits of the new range to surprised adults in a series of grown-up situations, such as in a boardroom. The new campaign aims to drive awareness of the new range and encourage a more adult audience to integrate the new, “grownup” Robinsons into their daily drinking occasions. Comprising both 40 and 20 second creatives, the campaign will run

Coffee shop turnover grows 7.3% despite economic uncertainty The coffee shop market achieved growth of 7.3% in 2017, and despite Brexit issues the industry remains defiant. Excelling as the UKs largest sector, the £9.6bn industry added a total of 1,215 stores during the past 12 months reaching 24,061 – a 5.3% growth, according to the Project Café 2018 UK report from Allegra World Coffee Portal. Three quarters (71%) of those interviewed by Allegra expressed confidence in the years trading environment, despite issues surrounding trade and jobs as Brexit continues to 12

Issue 54 March 2018

impact the industry as a whole. Costa Coffee, Starbucks and Café Nero continue to dominate the sector with 2,326, 956 and 675 sites respectively, holding a 52.9% share of the total ‘branded chain market.’ Allegra forecasts the total UK coffee shop market will exceed 31,400 outlets by 2022, with a turnover of £13bn. Allegra Group chief executive Jeffrey Young said: “The UK coffee shop market continues to be robust despite current challenges, laying down modest growth in 2017 amid severe concern over Brexit’s impact on jobs and investment. “As the market matures and we enter the ‘fifth wave’, we’re seeing a new era of leading brands competing on excellence.

Key players are sharpening their focus on customer experience to stay ahead of rivals. If leading coffee shops can do this successfully, the market will remain strong. It’s time for the industry to dig deep and capitalise on the opportunities ahead.”

NEWS ROUND-UP

Issue 54 March 2018

NEWS ROUND-UP

British foodservice consumers are creatures of habit when they eat out One in four of us are happy to go on ‘autopilot’ when choosing a foodservice outlet if we get good pricing, convenience and the right customer experience. New findings from global information company The NPD Group suggest consumers eating out on Britain’s high streets are becoming creatures of habit. NPD Group foodservice data for the year ending (YE) November 2017 shows that the reason for choosing a particular foodservice operator in nearly one in four (24%) eat-out or out-of-home (OOH) visits was because consumers ‘always/regularly go there’. This amounts to over 2.8 billion visits per year in Britain that can be described as ‘habitual’.

Habitual visits are growing fastest Habit isn’t the only motivator in Britain’s £55 billion foodservice industry – we like the convenience of the location (37%) as well as good pricing (24%) – but habit is the fastest-growing reason for visiting a foodservice outlet. Habitual visits have risen by +10.6% (or an additional 263 million such visits) over the two years to November 2017, seven times faster than visit growth in the overall foodservice market (+1.5%). Habitual visits account for a significant £12.6 billion of OOH consumer spending per year, a figure that has risen by +13.4% in the two years to November 2017, while overall OOH spending has grown by less than half this rate (+6.6%). Cyril Lavenant, Foodservice Director UK at the NPD Group, said: “We are all spoilt for choice when it comes to eating out, thanks to innovative foodservice chains opening all the time. The conventional wisdom is that with so many options we are promiscuous consumers, choosing one brand and then another – always experimenting and never settling for a ‘favourite’. “But our latest data shows that’s not the case. Nearly one in four of us are happy to go on ‘autopilot’ as long as we get good pricing, convenience and the right customer 14

Issue 54 March 2018

experience. The value of that ‘autopilot’ business is close to £13 billion – or nearly one-quarter of the sales value of the entire British foodservice industry so it’s something Britain’s operators should fight for.”

Apps disrupt loyalty behaviour People are especially willing to be creatures of habit when choosing coffee shops, a foodservice industry segment where Britain’s consumers spend £2.4bn a year. In coffee shops, a much higher proportion of one in three consumers (32%) choose an operator because they ‘always/regularly go there’. Loyalty schemes play a part in this. NPD Group data shows that coffee shops record three times more visits involving a loyalty scheme than is the case across the total OOH market. A well-thought out loyalty scheme is a great defensive play but the bar is continuously being raised in terms of what a scheme needs to offer. If a loyalty scheme is enticing, it can encourage habitual visits, although such schemes can also have a detrimental impact on an operator’s bottom line. But technology is changing things. NPD Group’s research has shown that when an app is offered for ordering ahead for pick up in-store, consumers are less inclined to be loyal. Levels of habitual visits involving

an app for pick up are currently much lower (17%) than is the case overall (24%). So, apps can disrupt consumer habits by offering convenience, short-term discounts, money-off vouchers, or even free products. The NPD Group predicts that app visits will grow much faster than the general market. Currently accounting for 146m visits a year, app visits are set to account for 28% of total eating out market growth over the next two years, reaching almost 200m visits a year by 2019. This means the potential disruption of habitual visits will become more significant in future. Cyril Lavenant added: “Consumers pick a foodservice brand because they know it will offer a good experience. And the operators know that it is more important than ever to stand out from the competition, especially as the frequency at which British adults eat out has declined by nearly 4% over the last decade. Competition is fierce, and anybody in the foodservice industry is under significant pressure constantly to improve. “Even the most habitual of customers can suddenly switch allegiance. So, operators cannot afford to be complacent, or confuse consumer habit with consumer loyalty. When consumers have a good experience they come back for more, but when that experience disappoints, there are plenty of other choices out there.”

NEWS ROUND-UP

Global fast food market to grow at a CAGR of 5.16 % during the next 4 years According to the latest research from Research and Markets, between the periods of 2018-2022 the global fast food market will grow by 5.16 per cent to reach above USD 690.80 billion in value, this is despite consumer concerns surrounding healthy eating. The report also explains that consumers are now moving away from conventional food habits and are welcoming the habit of eating fast food, primarily because of their convenience in terms of on-the-go consumption.

The latest trend gaining momentum in the market is increase in product launches. Owing to the emergence of multinational cultural groups in various regions, the demand for multiple cuisines is also increasing. Considering this, many fast food operators started introducing various cuisines in their menu. They focus on introducing fast food items depending on the consumerâ&#x20AC;&#x2122;s taste and preferences. The introduction of new products is highly necessary to keep up with the demand and therefore, new product introduction plays a major role in the sales of fast foods. Further, the report states that one of the major factors hindering the growth of this market are health concerns pertaining to the excessive consumption of fast foods. There are various concerns

regarding the health impacts of consuming fast food. The consumption of fast food may lead to various health issues such as obesity, diabetes, and others.

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Issue 54 March 2018

NEWS ROUND-UP

Like-for-likes sales decline 0.1% nationally, against Christmas 2016 for restaurant and pub groups Britain’s managed pub and restaurant groups saw collective like-for-like sales marginally down by 0.1% over the six-week Christmas and New Year period, according to latest figures from the Coffer Peach Business Tracker. “The public still went out to eat and drink, but essentially it was a repeat of last Christmas. Better trading in the second half of the festive season, when people were mainly off work, failed to provide enough of a boost to beat 2016’s overall numbers,” said Peter Martin, vice president of CGA, the business insight consultancy that produces the Tracker, in partnership with Coffer Group and RSM. The results, which cover the six weeks up

to January 7, show that managed pub groups did better than casual dining restaurants, delivering a small increase in trade with collective like-for-likes up 0.6% on last year. Restaurant chains saw collective like-for-likes down 1.0%. “It looks like people were more willing to go out to drink than eat this festive season, with drink-led pubs and bars having the best of trading. Across the managed pub market, drink sales were up 1.8%, while food was down 1.4%. Food-led operations, both pubs and restaurants, generally had a worse Christmas than 2016,” added Martin. Although London and the rest of the country both overall turned out flat, London saw a bigger contrast in fortunes between restaurants and pubs, with casual dining down 2.6% inside the M25 and pubs up 1.5%. “Looking across the six week period, the run-up to the holidays saw generally poor trading, with the snow in particular hitting

sales. Trading picked up in the last three weeks either side of the core holidays. Every year the Christmas period seems to be coming more concentrated,” said Martin. “Although the sector will be disappointed it didn’t beat 2016’s numbers, the results do reflect the flat trading we’ve seen in the market over the past year – and they also come on the back of increases for the past two Christmases,” he added. Total sales growth among the 37 companies in the Tracker cohort was 3.4%, compared to the festive period last year, reflecting the continuing if much more subdued effect of new openings. Mark Sheehan, managing director of Coffer Corporate Leisure, said: “Despite very negative press particularly associated with restaurant sector trading, the eating and drinking out market is not in free fall. Trading over the important December trading period was flat with pubs trading better than restaurants.”

Coffee shop sales to reach £3.7 Billion be 2022 In 2017, Brits were estimated to have spent £3.4 billion in coffee shops, growing just under 1% from the previous year. Over the next five years, sales are expected to increase a further 10% to reach £3.7 billion by 2022. Overall, four in five (79%) Brits bought a hot drink out of home in 2017, rising to 90% of younger Millennials aged 18-27. Meanwhile, coffee shops are drawing 87% of parents of children under the age of 16. “Younger Millennials and parents make up the core consumers for coffee shops. Younger Millennials are drawn to new offerings, while parents care about ethical sourcing and premium quality experiences. “However, our research shows that this group is spreading their budget across a larger number of establishments that now sell coffee, including nonspecialists that have expanded into low-cost coffee alongside food offerings. This move threatens to take market share from coffee shops,” says Trish 16

Issue 54 March 2018

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NEWS ROUND-UP

London’s iconic red bus to run on coffee biofuel Since November 2017, a bio oil produced from coffee waste is being used on a few of the Iconic Red Buses run by Transport for London. They are increasingly focusing on reducing emission and coffee-fueled buses are their way of combating pollution London plans to combat pollution with coffee-fuelled buses London has been stifling with red doubledeckers shrouding the streets with exhaust fumes. To curb toxic fuels and prevent the capital from further choking on heavy pollution, transport companies have started to look for new sources of energy for the buses. The latest proposal is to partner with biobean, a company specialised in creating clean fuel from coffee waste. By recycling coffee grounds collected across the United Kingdom, the company has presented the world’s first coffee-derived biodiesel.

Powering one bus for a year with biofuel from coffee waste Mandated by the city authorities, biobean, partnering with Royal Dutch Shell and fuel blender Argent Energy, presented its biofuel made from coffee grounds in November 2017. The project is supported by Shell’s #makethefuture initiative but the revolutionary coffee-derived biofuel is not yet available commercially. The company evaluated that the first batch of this blend, that is, 6,000 litres, would be enough to power one bus for a complete year. London’s buses use 240 million litres of diesel annually, according to official statistics from 2015. Shifting towards coffee-derived biodiesel will make London’s bus fleet forge a considerable and sustainable contribution to future transport systems. The most populous city of the UK, London is notorious for its alarmingly poor quality of air, directly resulting in thousands of deaths every year, as stated the Mayor in October 2017. This shift will definitely serve as an example to other dense cities collapsing under concentrations of harmful exhaust fumes. Even if coffee-based oil releases a very 18

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strong smell of coffee, once processed, distilled, and mixed with mineral diesel, the aroma will no longer be present, as pinpointed bio-bean. So, there is no chance of actually strolling in the city with streets permeated with coffee notes.

Reimagining waste as an untapped source Londoners consume about two to three cups of coffee per day, resulting in approximately 200,000 tonnes of used grounds. Wet heavy coffee grounds usually end up in general waste in landfills. To reimagine waste, bio-bean work with waste management companies to collect coffee waste process it into oil in its own factory. Coffee grounds are collected at various scales, be it at an independent cafe, a major coffee chain, universities, property groups or instant coffee factories. Bio-bean provides its waste management partners everything necessary to collect the waste such as caddies, refuse sacks, bins and even vehicles. The goal behind partnering with waste management companies was to minimise waste mileage and take advantage of the existing waste management infrastructure. Recycling coffee equally proves to be beneficial to businesses. Indeed, a landfill tax is imposed on landfill site operators in the UK. Obviously, the latter pass this cost on to their clients by charging higher collection fees on their turn. Consequently, separating coffee waste from general waste and sending it for recycling can result in significant savings for businesses. Coffee recycling furthermore has its load of environmental benefits. By recycling coffee grounds, bio-bean generates carbon-neutral, advanced biofuels that can replace harmful fossil fuels. Recycling coffee waste also dramatically reduces the quantity of organic material decomposing in landfill sites which represent 22% of methane emissions in the UK. Coffee recycling can thus dramatically reduce CO2 emissions. The gritty nature of coffee grounds equally makes them difficult to handle when sent for Anaerobic Digestion (AD). This is one of the principal reasons that equally urged Biogen, a leading AD operator in the UK, to divert its coffee waste towards biobean in Cambridgeshire.

Expanding a network of partners for coffee recycling in the UK The initiative of bio-bean to recycle coffee waste to produce biofuel is appealing to

various businesses and organisations that are eco-conscious. Costa Coffee, for instance, began its partnership with the company in 2016 and every year, about 3,000 tonnes of coffee grounds are collected from Costa sites across the UK. By doing so, Costa Coffee prevents about 360 tonnes of CO2 emissions from entering the atmosphere annually. This figure can be likened to planting a forest having the size of 95 football pitches. Kahaila Cafe is another small coffee shop in London that partners with bio-bean since 2016, mostly to promote an ethicallyminded approach to business. For the first year, the shop filled more than 400 bin bags equivalent to two tonnes of waste coffee grounds. The company has seen its costs on waste disposal as well as carbon footprint diminish. One of the major partners of bio-bean is Network Rail. As thousands of passengers transit through train stations daily, hundreds of tonnes of coffee waste is produced yearly. Network Rail was previously paying waste management companies to dispose of this waste in landfills. In 2015, it decided to partner with bio-bean to let the latter collect waste coffee in all coffee shops and retail sites in six of the busiest train stations in London. Over 10 million of coffee cups with 868 tonnes of coffee waste have been collected and recycled. This resulted in £34,000 savings in waste disposal costs. Catering companies like Vacherin also launched itself into this revolution by vowing to ensure to send zero waste to landfills. Its strategy is to see to it that every type of waste ends up in the most sustainable manner. For the year 2016/17, approximately 250,000 cups of coffee were recycled, positioning the company as one of the most sustainable catering businesses in the UK. The teahouse and glasshouse restaurant Petersham Nurseries has equally joined the endeavour. Producing one and a half tonnes of coffee waste annually, they decided to opt for recycling them. Bio-bean went a step further by recycling them into Coffee Logs, a highperformance winter fuel that burns longer and hotter than wood. Organisations such as Eversheds Sutherland also took the initiative to reduce its waste collection costs and help the environment by recycling its coffee waste. As a matter of fact, the large law firm in London creates approximately 500kg of waste coffee grounds as its 800 employees consume about 12,500 cups of coffee monthly.

NEWS ROUND-UP

Food Standards Agency has prosecuted a takeaway in Northern Ireland for failing to display food hygiene rating A Belfast restaurant is the first business in Northern Ireland to be prosecuted for failing to display a valid food hygiene rating sticker at Belfast Magistrate’s Court on Tuesday 9 January. PGMB Ltd, the proprietor of Café Fish, 340 Lisburn Road, was fined £250 and ordered to pay £120 legal costs, for failure to display a valid food hygiene rating sticker as required by Sections 7(1) and 10 (1) of the Food Hygiene Rating Act (Northern Ireland) 2016. At

the time of the offence the premises was rated one, indicating “major improvement necessary” to comply with the food hygiene requirements. The court heard that Belfast City Council officers visited Café Fish on a number of occasions and repeatedly advised the owner of the need to display the rating before instigating legal proceedings.

Mark O’Neill, senior food safety advisor at the Food Standards Agency, said: “This ruling sends a clear message to businesses that if they fail to display their food hygiene rating action will be taken, whether that be the serving of a fixed penalty notice or prosecution in a court of law. “The display of hygiene ratings is about helping consumers to make informed choices about where they eat. By failing to display their rating food businesses are breaking the law.” The premises currently has a hygiene rating of four indicating a “good” level of compliance with hygiene requirements and a valid food hygiene rating sticker is now being displayed.

The Vegetarian Society launches its first ever London Underground Advertising Campaign All things veggie and plant-based are very much on trend at the moment so National Vegetarian Week 2018 (14-20 May) is set to be huge! This year will see a first for the Vegetarian Society: the launch of a London Underground poster campaign. The campaign will run for two weeks and will showcase meatfree products and brands to millions of people all over the capital - and any company can take part. Lynne Elliot, Chief Executive, the Vegetarian Society said; “This is a collective advertising project – and we welcome anyone with a veggie product or service to get in touch and be part of a campaign that will make a bigger splash than individual posters could alone. “The tube handles up to 5 million passenger journeys per day. That’s a lot of eyes that could see these posters - show your love for National Vegetarian Week and get your products seen!” Running for two weeks – from Monday 07 May 2018 to Sunday 20 May 2018, posters will feature on the stair, lift and escalator panels across the London Underground. Issue 54 March 2018

NEWS ROUND-UP

Bidfood Creates Summer with trend-filled range Inspired by the latest consumer dining trends, Bidfood has unveiled its innovative 2018 Create Summer range to help caterer’s kick-start the new season. Developed following extensive research, Create Summer showcases a variety of new-to-market food and drink products, enabling businesses to capitalise on the trends driving consumer choice in 2018. With the rise of vegan eating and middle eastern cuisine key for this year, Bidfood has introduced tempting summer treats such as vegan chocolate caramel brownie and inspiring dishes including freekah (a cereal made from green durum wheat) and lamb kibbeh (a Levantine dish made with finely ground meat and spices).

Laura Mason, Campaign Manager at Bidfood, said: “We’ve loved designing, developing and choosing the exciting new Create Summer range and it’s been fantastic to share the final collection with everyone. “Central to the range is our in-depth industry knowledge which ensures caterers can stay ahead of the curve with on-trend and bespoke menu suggestions that directly cater to their diners. This year, consumer desire for new flavour combinations and experience-led dining will continue to dominate. “Equally, government mandates around sugar and the ever-growing demand to meet dietary requirements with interesting menu options will be top of the agenda. Bidfood’s Create Summer range ties all this together to provide caterers with a wide variety of options to meet these needs and more!” Working alongside Public Health

England (PHE), Bidfood’s summer range includes reformulated own brand products which address operator needs to meet the latest sugar targets. New products include a Lemon & Raspberry Ginger Crunch dessert and Vegan Coconut and Chocolate Tart. In addition, Bidfood has developed a nutritional screening tool for new product development, used to review the nutritional content of products within its own brand range to build its nutritional credentials, as well as to support its healthy eating agenda.

Hendi UK set to shake up light equipment sector Hendi UK is a brand new business that will be supplying over 4000 product lines from Hendi Food Service Equipment, one of Europe’s largest and most successful manufacturers of non-food catering equipment, buffet products, kitchenware and tableware. With an annual turnover in excess of £125m per annum Hendi already has a significant presence across mainland Europe including The Netherlands, Austria, Poland, Romania, Germany, France and Italy as well as Central and Eastern Europe countries such as Russia, Ukraine, Belarus, Kazakhstan and the Baltic states. Hendi’s extensive collection has been specifically designed for the professional catering market. Whether a caterer is looking for catering or 20

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specific non-food catering products, Hendi can offer a total package that is geared to their specific needs. Among the many foodservice products that Hendi will be supplying are professional coffee machines, fryers, buffet equipment, electrical and gas appliances, small kitchen appliances, grills, kitchenware, tableware, porcelain and cutlery. “There is a well-established status quo in the UK light equipment market and we are here to try and change that by offering UK caterers something different in terms of both quality and service,” says Hendi UK Brand Manager, Antony Ward. “By supplying innovative products and new solutions that are not only closely tuned to their requirements in terms of quality, but are also more efficient, more hygienic and more affordable, we hope to give caterers in the UK a much needed and genuine alternative in the light equipment supply category.”

NEWS ROUND-UP

Elite Fish & Chips celebrate three decades with charity drive Elite Fish & Chips celebrate three decades with charity drive September 2018 marks 30 years since the Tweedale family moved from Huddersfield and opened the first shop in the village of Ruskington near Sleaford. To mark the occasion, the Elite is embarking on a year-long celebration with plans already afoot to raise money for three charities: the RAF Association, the RNLI and Sleaford Dementia Support. Rachel Tweedale, Director at the Elite Fish & Chip Company, said: “It was a remarkable achievement for us to raise £10,000 within just ten months for the Royal British Legion in 2016, after choosing it as our charity of the year. “Two years on we’ve decided to raise the bar and saw this year as the perfect opportunity to not only make our fundraising target three times as big, but to also increase our efforts by opting to support three charities. “It’s a massive step up from our previous charity

work, which is why we’re urging our loyal customers to get behind us in any way they can to support these worthy causes.” The Elite Fish & Chip Company is getting behind the Wings Appeal, an ongoing fundraising campaign by the RAF Association. Rebecca Davies, Corporate and Major Gifts Manager at the charity, said: “We are so pleased to be one of the Elite’s chosen charities in the RAF’s centenary year. Our work is dedicated to supporting all members of the RAF family and our family-orientated values are shared by the Elite Fish and Chip Company. “It’s only through essential fundraising efforts that we can continue supporting current and former Royal Air Force personnel and their families whenever they are in need.” The RNLI, which saves lives at sea by providing 24-hour rescue support with volunteer lifeboat crews across the UK and Ireland, is the Elite’s second chosen charity. Sarah Whattam, Community Fundraising Manager at the RNLI, said: ‘‘We’re delighted that

the Elite has chosen the RNLI as one of their charities. We depend on such support to help us meet the cost of saving lives at sea. ‘‘Our volunteer lifeboat crew members give their time for free, but they need training, well-maintained equipment, lifeboats and shore facilities. The money raised by the Elite will ensure that our crews can continue to save lives quickly, safely and effectively.’’ The Elite is also backing Sleaford Dementia Support which gives vital support to people living with dementia in Sleaford and surrounding villages. Bex Mezzo, Secretary of the charity, said: “Sleaford Dementia Support are thrilled that Elite chose to benefit our charity. We only started a year ago but unfortunately, dementia touches so many lives. This will enable us to help more people with dementia and their carers, that can only be good for local people.”

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To order, or for more information, call 01322 616 900 or email sales@hoshizaki.uk www.hoshizaki-europe.com www.gram-commercial.com Issue 54 March 2018

NEWS IN BRIEF

NEWS IN BRIEF HONEST BURGER l BRITVIC l YO! SUSHI

Coffee now considered a necessity The appeal of a hot cup of coffee is still high on the UKs agenda as new research has revealed that many see a morning cup of coffee as a necessity. In the report from Hitachi Consumer Finance, the takeaway beverage has been elevated to a daily requirement as the UK market continues to spend big on their favourite hot pick-me-up. The research also reveals smartphones and high-speed internet connections as other necessities

revealing how UK much consumer needs and priorities are changing. Coffee shops are now seen as a base to catch up with friends, emails or as simply a place to get a speciality latte. Vincent Reboul, managing director, Hitachi Capital Consumer Finance, which commissioned the study said: “The research uncovered our spending priorities, and how much we are prepared to shell out on every day essentials compared to one-off treats.

Yorkshire Pudding Co to introduce seating, a first for the company. Following the success of their YorkyPud Wrap – a hot roast dinner contained within a Yorkshire pudding ‘wrap’ - which became a viral sensation last year, the ‘to-go’ specialist is to expand their York outlet to include seating for 30-plus guests. The family run business will

convert their Stonegate shop, located in York, into a diner and take-away across two storeys and with first floor seating in a £150,000 makeover. The renovated outlet will remain sympathetic to the buildings 16th century roots and is to open this month.

Honest Burgers arrives in Manchester London based burger restaurant Honest Burger will open in Manchester as the 25 strong restaurant chain brings its famous burgers up North. The chain will bring its range of burgers to Manchester’s Bridge Street in the summer. Renowned for their stacked burgers and rosemary salted chips, the chain have also recently announced a tie-up with Chik n Sours frontman Carl Clarke (the chef genius behind Chick ‘n’ Sours). The brand-new ‘Disco Bistro’ special will feature beef, pineapple bacon jam, cheddar, burger sauce and pink onions with rosemary salted chips.

//QUICK NEWS// Meat Substitutes Market Report is forecast to reach $6.43 billion by 2023 22

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“But a clear theme emerged from the research – while we all crave ‘things’, it is just as important to have the time off work to enjoy them, and people to enjoy them with.”

l Veganuary ‘helps boost vegan numbers in the UK’

NEWS IN BRIEF NEWS IN BRIEF

Britvic launch trade site to prepare operators for sugar levy Britvic has announced the launch of its new trade website, to help foodservice and leisure (FS&L) operators prepare for the arrival of the soft drinks levy on 6th April. The online platform will offer support and advice, including useful tools such as a profit calculator, to help outlets understand the financial impact of the Soft Drinks Industry Levy. Britvic will be expanding the content featured on the site beyond advice on the levy, to include wider information about the category, its brands and the opportunities available to FS&L operators.

Russell Goldman, Director of Leisure, commented: “With April just around the corner, our primary focus is to ensure that operators have all the information and support that they need to select the right stock for their customers and turn the levy into an opportunity in their outlets. “Looking ahead, the website will evolve to offer operators essential category information and advice on one easy-to-access platform, enabling them to take full advantage of the incredible sales available through serving sensational soft drinks to their customers.”

Buns&Buns open first permanent site in Covent Garden Following their Deliveroo debut earlier this year the American burger and steamed bun chain will open its first permanent venture this month. Reinventing the everpopular Bao, the Miami-

originated Buns & Buns packs their steamed or ciabatta buns with flavours inspired by Istanbul’s spice bazaars and French bakeries. First launching in the UK on Deliveroo, founder Alex Zibi created Buns&Buns with

the aim to serve “proper food served fast at an affordable price with high quality ingredients.”

Food-to-go continues to drive revenue growth at Greencore Greencore have revealed that the UK & Ireland division have maintained a 9.2% rise in revenue, reaching £385.4m in the first quarter. This has been driven by their food-to-go business where revenue grew by 12.2%. Elsewhere in the UK division, in the 13 weeks leading up to 29th December 2017 revenue grew by 5.7%. “This reflects both positive growth in the underlying market as well as the incremental impact of the previously announced business wins with several of the Group’s largest customers,” says the convenience food manufacturer. In terms of outlook, Greencore said it anticipates delivering a year of strong

growth in its 2018 financial year and is well positioned to drive improved profitability, cash flow, and returns over the medium term. However, recent movements in the pound-dollar exchange rate, if sustained, would reduce US profits once translated into sterling, they added.

//QUICK NEWS// Food-to-go continues to drive revenue growth at Greencore

Bite UK launches snack range for YO! Sushi Yorkshire’s Bite UK is proud to announce the launch of a new snack range produced exclusively for YO! Sushi. The range will launch in more than 70 YO! Sushi restaurants around the UK from February 2018 at their takeaway convenience till-points. Bite UK is a young, British and hungry company founded by Jason Bull. He says; “We are very proud to be working with such a ground-breaking brand. We admire YO! Sushi’s creativity and pioneering spirit. At Bite UK we specialise in producing healthy snacks for UK consumers. Our technical team focus on great taste and bringing a quality product to market at a competitive price to retailers.” Snacking categories are experiencing double digit growth (2017) with grab and go snack packs seeing 26% growth accounting for 10% of the market. Bite UK has a bespoke new product development team that specialises in developing products in the healthy snacking category and the team has the ability and scale to develop products that are bespoke for brands and businesses.

l For more news visit quickbitemagazine.co.uk/news Issue 54 March 2018

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burgers

Sales of burgers have reached a whopping £3.28bn in the UK and the popularity of the gourmet burger has helped propel the sector into the limelight. Originating in the states, this easy to eat, fully customisable ‘staple’ of any good fast food menu has become so much a part of our culture that we can almost claim them as our own.

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burgers

urgers offer tasty but not too challenging alternatives to British dishes, can be dressed to include so many delicious flavours, and represent comfort food to many. Shake Shack and Five Guys have made their intention to delve further into the UK burger market quite clear and many more major players are planning their arrival into the UK sector, such as California burger chain The Habit Burger who plan to bring their brand to the UK this year. Meanwhile UK institution Wimpy have also revealed plans to open new sites up and down the UK. The fast food brand originally had over 500 outlets across the UK with a restaurant in every town and city, but the arrival of McDonald’s sparked a decline in the 80s. The company has since been busy upgrading many of its existing 79 restaurants and has plans to open seven new operations over the next 12 months, while continuing to seek new franchisees. Born in London in 1954 and proud of its British heritage, Wimpy successfully taps into the memory bank of the baby boomers, while continuing to please new generations with its menu classics such as the Wimpy Hamburger. “We see this investment and refurbishment programme as a marathon, not a sprint,” commented Chris Woolfenden General Manager of Wimpy UK. “We aren’t looking to achieve overnight success, instead we’re taking a steady and thoughtful approach which befits such a much-loved heritage brand,” he continued. “We offer a different experience to other fast food outlets, what we do has always worked well for us and we will continue with that tradition.”

The new classic However, as consumers become more sophisticated in their food knowledge and choices, they are demanding higher quality and healthier versions of their favourite dish. “The versatility of burgers and their ability to be adapted to developing food trends has established these American dishes as casual dining classics,” says Tom Styman-Heighton, Development Chef at Funnybones Foodservice. In fact in 2017 burgers were the number one meal served at dinner time, and are set to remain one of the nation’s favourite 26

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dishes in 2018 “Customers continue to seek unique offers that differ from the traditional cheese burger,” adds Jane Deegan, Marketing Manager at Kara who have been baking for foodservice since 1985. “As consumers seek out more creative menu listings chefs are now dressing burgers with adventurous flavour profiles,” adds Jane. “Adding spicy salsas and pouring gooey cheeses but still accommodating to all dietary requirements. “Over summer 2018 loaded burgers are set to continue to excite the taste buds; and vendors need to invest in premium quality ingredients including the burger bun to accompany these top dishes.” Operators such as The Habit Burger have also announced their intention to enter the UK burger market, another sign perhaps that the hunger for specialist burger restaurants is still on the rise. This is despite chains such as Byron Burger closing many stores, partly down to the upheaval in the UKs economic climate that came with the arrival of Brexit. The UK burger market is undeniably saturated with US burger chains and consumer’s tastes for loaded, triple stacked burgers, packed with sauce, pickles and fresh salads is only increasing. Five Guys are another notable US entrant into the UK market, their handmade triple cooked fries served alongside their cooked to order burgers, have ensured their stamp on the UK burger scene is well and truly noted. Often seen as a ‘level-up’ from US imports such as McDonalds and Burger King the chain consistently achieves the moniker of the most popular burger restaurant in the UK. “Five Guys was built on a couple of very simple principals; cook perfect burgers and fries, keep our restaurants unbelievably clean and take care of our crew and customers,” says “When we opened our very first London restaurant on July 4th 2013, we were the favourite American burger in the US, and have now, for two years running has been voted the UK’s favourite fast food restaurant. UK CEO John Eckbert attributes this success to the fact that there is a huge demand in the UK for the ‘Better Burger’. “There are over 250,000 possible ways to order a burger – in fact it would take approximately 684 years to try them all. “Five Guys has an array of 15 topping for customers to choose from and customise

the burger they want, we are incredibly pleased with our business in the UK. Mr Eckbert adds: “And coming out as the number one F&B brand in last year’s Times newspaper’s Virgin FastTrack 100, which tracks a company’s growth was evidence that the UK loves Five Guys!” It seems that the UK burger market is far from stale and improving your menu to compete with the UKs biggest specialist burger restaurants is something that should be considered. We speak to some of the UKs biggest manufacturers to find out how you can improve your burger offering.

How important are burgers to the QSR market and why? “The rise and rise of the burger has coincided with the general move away from fine dining to the casual sector,” says Tom-Styman-Heighton. “With its’ talent for the ubiquitous, the burger has become the flagship for the premium quality, relaxed dining style that has become the most fashionable and prolific part of the restaurant industry. “Going gourmet? Choose a burger. Going Vegan? Choose a burger. Going spicy? Choose a burger. Adding; “Whatever style of meal you are looking for you will find a burger to match your mood.” It is a fact that burgers remain one of the

Contributors

• Simon Cannell, Speciality Breads, Managing Director • Michelle Stapleton, Brand Manager, Kepak Frozen Division • Sam Walker, Business Development Manager at Biopac (UK) Ltd • Nic Townsend, marketing manager UK & Ireland, Farm Frites • Tom Styman-Heighton, Development Chef, Funnybones Foodservice • Steve Morris, Sales Director, Jestic Foodservice Equipment • Clare Moulson, UK Marketing Executive, Huhtamaki Ltd. • Jane Deegan, Marketing Manager, Kara Foodservice. • Paul Siouville, Buffalo Brand Manager, Nisbets PLC • John Eckbert, CEO, Five Guys • Mohammed Essa, Commercial Director, Aviko UK & Ireland

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burgers

most ordered dishes in the UK, and are an easy and convenient hand-held option for diners to on-the-go. Michelle Stapleton, Brand Manager for Kepak’s Frozen Division – who provide meat to the foodservice industry - says this makes them an obvious attraction for the QSR market. “The NPD Group expects burgers to lead growth both in visits and consumer spend, with outlets that serve quickservice burgers predicted to see visits grow by +5.1% in 2018 and a further +4.5% in 2019,” explains Michelle. “Similarly, casual dining chains are forecast to increase visits by +2.8% in 2018 and +2.7% in 2019.” Consumers aged 18-24 are the biggest group of customers pushing this trend, and

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their search for new and innovative ways to eat make the easily personalised burger an obvious attraction. “What’s more – American food is renowned for its great taste, making a varied range of classic US inspired dishes staple items on hot snack menus,” adds Michelle. Let’s not forget burgers are for many businesses, the staple of a QSR offering. Quick, simple and relatively cheap to produce, enhanced with any number of toppings, flavours and sauces, when produced correctly, burgers not only deliver significant margins for a business but also ensure a growing audience of loyal customers who return on a regular basis. Steve Morris, Sales Director at Jestic

Foodservice Equipment explains; “As caterers see the benefits of serving burgers, demand for quality, consistency, flavour and variation has fuelled the recent popularity rise for the humble meat dish. “The inclusion of different meats, toppings, ingredients, flavours and colours has all added to the demand for standout burger dishes on menus from fast food chains to gastro-pub offerings.”

What toppings and sides can vendors add to their menu to make sure they are keeping up with consumer trends? Recent research from Horizons found that customer spend is being boosted by

burgers

focusing on more side dishes, snacks and nibbles – of which chips and potatoes form an important part according to Mohammed Essa, Commercial Director, Aviko UK & Ireland. “Quick service restaurants that consider this carefully and offer innovative options alongside their burgers will reap the rewards when it comes to profits,” says Mohammed. “We’ve seen topped fries grow in popularity throughout the UK and expect this to expand further into a whole host of premium ‘loaded fries’ menu options. Mr Essa adds; “The beauty of adding toppings is that the options are endless – operators can very simply avoid menu fatigue and trade up their fries to create a

real point of difference, as well as a higher mark-up.” Another important consumer trend for operators to make the most of is sweet potato. Aviko’s research shows that 85% of UK consumers would choose a sweet potato side over a regular potato dish. “The findings show the popularity of sweet potato is likely to increase with a staggering 66% of UK consumers thinking there are currently not enough sweet potato options available,” says Mohammed. In fact Aviko predict that due to the huge growth in popularity of Sweet Potato Fries - and while demand remains high – they also expect to see sweet potato appearing on menus in different forms.

Customisation With 54% of consumers seeing customisable toppings as indicative of a ‘gourmet’ burger (Mintel), getting the optional extras right is key to giving your customers a premium offer. “Toppings such as pulled pork and bacon adds extra theatre to the offering, and tasty cheeses, flavoursome relishes and pickles are great add-ons to make dishes stand apart from the competition,” says Michelle Stapleton. “Additionally, using a named local cheese or relish that customers recognise can allow operators to raise product quality and demand a higher price by putting a local spin on their offering.” “Salsas are also a vital part of the

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burgers

offering, and alongside the traditional tomato or corn salsa, for a sweet change, we recommend our pineapple and peach salsas,” adds Tom. At Farm Frites they are starting to see a shift in focus on the ‘humble’ potato. The well-loved side dish is beginning to take centre stage as a more considered side dish; perhaps even a meal in its own right. “As a personalised side-dish, chips are ideal and we see our Ultimate Chip and Sweet Potato fries gaining popularity as a more premium accompaniment to burgers,” says Nic Townsend, marketing manager UK & Ireland, Farm Frites. This style of chip is perceived to be more premium than standard fries. They can be creatively presented with toppings and sauce options and

consumers can personalise these elements. “Sweet potato is a win-win for operators as it is a prevailing strong trend and can command a premium price over a standard chip,” adds Nic. “This allows operators the chance to benefit from mark up on a relatively cost-effective item.” Simon Cannell, Speciality Breads, Managing Director thinks that the sheer amount of flexibility being offered to consumers in terms of customisation and ‘make your own’ options – will continue to grow as more operators introduce these options. “These types of menus create really excitement from consumers at the table, often end up on social media and the customer pays a little bit

In 2017 burgers were the number one meal served at dinner time, and are set to remain one of the nation’s favourite dishes in 2018

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more depending on the bread, toppings and the amount of it they want. “Our 5-strong frozen brioche roll range are perfect for operators looking to introduce these types of menus as they offer variety and visual appeal but most of all supreme taste quality. Adding; “Whether it’s our sesame-seed topped roll with a chicken burger, our black pepper variant with an Angus steak burger, our rustic brioche with a pulled pork-topped masterpiece, you can taste the difference and so can the consumer.”

Burger presentation is key, what options are there available to ensure burgers & sides are presented at their best? According to Kara Foodservice for a burger to get top marks the foundations need to be right, and the carrier is the most important element of any burger foundation. Kara, the foodservice brand of The Finsbury Group, offer a full variety of Burger buns, including ‘The Gourmet Range’ which offers a mixture of brioche and soft, sweet buttery flavours with glazed

burgers

tops, allowing them to hold up against any succulent juices that may run once a loaded burger has been bitten into. This makes them a diverse bun capable of adopting to any style of burger whether it’s a piled high traditional British Bacon Blue to an in vogue Tex Mex burger. Big Al’s has recently announced the launch of its latest innovation, the Chuck & Brisket Prime Burger, made with 100% grass–fed beef, fully traceable from farm to

fork. This behemoth of a burger is juicy and full of flavour; delivering a premium taste and flavour experience, allowing operators to tap into the high-end, gourmet burger market. “With insight showing that 52% (Mintel) of those who have eaten burgers from a QSR would trade-up to a more premium burger, the Prime Burger has been developed to meet consumer desire whilst supporting operators in delivering quality,

on-trend dishes, whilst guaranteeing consistency of serve,” explains Michelle Stapleton. “As one of the leading suppliers of frozen burgers, Big Al’s set out on a mission to offer their customers a better burger. Industry trends from the United States, the home of burgers, revealed that that the desire for ‘better’ burgers is on the rise and named cuts were a perceived as a sign of quality for consumers,” adds Michelle.

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Back home in the UK with the rise of instagrammable food, bigger burgers have also become more popular with “messy burgers” served on sweet, buttery brioche buns popular in casual dining and more premium table service restaurants. “Paired with Big Al’s expertise in producing premium beef cuts from our Origin Green approved Kepak-Farm and the brands heritage for added value meats, the Prime Burger proposition will enable Big Al’s customers to be first to market with a truly unique offer,” adds Michelle. Darragh Gillhawley, Head of Business Development UK at Big Al’s, comments; “Initial trials have seen that foodservice operators have seen a 10% uplift in footfall and burger sales with a 19% uplift in cash margin and strong repeat purchase. We have tried to make this as easy as possible for the operator. For the packaging, the premium burger wraps included with the burger in the outer case. “Research shows 26% of consumers want a greater selection of burger toppings (Mintel), and this product allows operators to create custom-made burgers that look just as delicious as they taste. We’ve created four different serve suggestions, including a Mexican Burger and a Prime Smokestack, but the menu options really are endless. Simply put, the Prime Burger really packs a punch.” Big Al’s has also developed a suite of marketing point of sale and marketing material, complete with online marketing content, detailed video recipe tutorials, and front of house assets to ensure operators hit the ground running with this exciting new concept.

Packaging considerations Burgers need to be kept warm, in packaging which makes the burger look good and prevents the bun from becoming soggy and the old style polystyrene burger boxes are poorly insulated, causing the box to sweat and the bun to become soggy. According to Sam Walker, Business Development Manager at Biopac (UK) 32

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Ltd corrugated board is the best alternative due to its insulation and breathability qualities. “The standard corrugated burger boxes are however made from a very thick board which comes flat packed so each individual box needs to be assembled,” adds Sam. “This is not ideal for a quick service food outlet where time is of the essence. So, Biopac have come up with a new solution - Microflute burger boxes. These are made from a very fine corrugated board with the same insulating and breathable qualities but more pliable and easier to use. “Made from FSC approved virgin material and fully recyclable, it also has great environmental credentials.” To stand out against the crowd, you need to step away from what everyone else is doing – especially in a crowded marketplace. Presentation is everything, from the packaging it is served in, to the

way it is presented in the box when the customer opens it. “Many of our customers, who have been looking to source packaging for their burgers, have said the standard corrugated burger boxes are too small,” says Sam. “A high quality ‘gourmet’ burger tends to be a lot taller nowadays. “Finding the right size packaging is key. You don’t want to crush the burger to make the box fit. Equally, you don’t want the burger to look too small and rattle around.” Ideal for serving grab and go snack choices such as hot and tempting burgers, is the new Relish range of products from Huhtamaki. The attractive range offers folding carton products that will hold a variety of hot food and that will allow operators to serve food quickly and securely for eating on-the-go. The Relish clamshell is the perfect container to hold a burger. It offers a secure solution for consumers who want to quickly order, pick up their food and eat on-the-go, with minimum fuss.

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The grease proof lining will ensure the outside of the clamshell is kept grease free, ensuring that consumers will receive their food in optimum condition All of the products in the Relish range are grease proof lined and made with 100% PEFC paperboard, they contain recycled content and they are recyclable. Relish comes as standard in ‘on-trend’ kraft brown board but other options are available.

What is necessary for setting up a burger focused business? Getting the marketing right is vital. In a market surrounded by brands, adverts and consumerism, caterers need their offer to be bold and instantly recognisable according to Michelle. “Operators are increasingly having to cater for a variety of different consumer needs however they all have one expectation in common – they want to buy the complete dining experience. “Big Al’s created the Concepts Guide to

outline the variety of innovative branded food concepts it can deliver. Whether the outlet is just starting a food offering or building upon an existing proposition, Big Al’s has created a series of support packages that can be tailored to meet any business’ needs and customer expectations.” Big Al’s is known for delivering great tasting burgers, and the Big Al’s Burger Bar concept is an extension of this. Michelle adds: “Perfect for the QSR market, as well as education, leisure, stadia and food to go channels, the Big Al’s Burger Bar has been designed to enable operators to tap into the gourmet burger trend - a huge opportunity for operators to capitalise upon.”

Seasonal Ingredients To make the most of the opportunity presented by burgers, caterers should consider using quality, seasonal ingredients, a fresh bread rolls or brioche bun and where possible, homemade burger patties created from the finest cuts of meat, blended with a delicious mix of herbs

and spices. “Having created a bespoke recipe, it is equally important to consider the cooking method and how this will impact on the flavour, the texture and how the cook time will impact on service during busy periods,” says Steve Morris. Grilling offer the traditional taste and texture associated with a burger, but can lead to the meat drying out if overcooked or not served straight from the grill. “At Jestic, we’re committed to supporting QSR businesses with the latest technology and catering equipment for their business,” adds Steve. “Designed specifically for holding cooked food items, such as burgers, over an extended period, the Jestic portfolio includes Winston CVap Hot Holding equipment. Allowing for greater control and flexibility, the CVap range enables operators to maintain output, even during peak periods. “By controlling the temperature and humidity levels within the holding cabinet, businesses can deliver significantly increased Issue 54 March 2018

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yields, decrease wastage and achieve a greater product consistency. Furthermore, the technology created for the CVap range allows the user to safely cook high risk meat products, including the ‘pink burger’ before holding them in line with the regulated ‘FSA 6-log 10’ cook times and temperatures, without adversely affecting the colour and texture of the product. Steve adds: “As the trend for ‘pink burgers’ continues to dominate both the industry and the news, it’s become essential that businesses consider how to comply with regulation, something which, when cooked correctly, can be achieve with the Winston CVap Hot Holding range from Jestic Foodservice Equipment.”

Cook from scratch “Making fresh burgers from scratch and highlighting this on menus is great way for operators to create a buzz around their dishes and to increase overall sales,” says Paul Siouville, Buffalo Brand Manager of Nisbets PLC. Whilst a classic hamburger will always prove popular, recent years have seen the appearance of an increasingly inventive range of intriguing burger recipes, such as venison or salmon burgers. “Making from scratch gives chefs the ability to be creative, whilst adapting their recipes to a wide range of dietary needs, which is becoming ever more important as increasing numbers of diners suffer from allergies or choose to avoid certain foods as part of a lifestyle choice,” says Steve. “The Buffalo Manual Hamburger Machine

from Nisbets is the perfect tool for operators looking to make burgers from scratch for the first time. “Made from anodized aluminium which is easy to clean, this hand operated burger making machine will allow operators to produce high quality burgers of the same size and shape every time, ensuring they are able to deliver consistency across their menu.”

What does the future hold for the growing burger market? Burger chains have dominated the fast food market for many years, and according to Tom Styman-Heighton the desire for higher quality, premium burgers has encouraged independent traders to enter the market. “They can offer the best quality with the most innovative, on trend and interesting toppings and sides, taking the humble burger to a new level that is exciting for consumers,” adds Tom. The best place to look for inspiration for gourmet American dishes is to the US itself, as the trends that surface there often make their way directly across the pond. “That’s exactly what we do at Funnybones Foodservice, and as a specialist wholesaler of American and Tex-Mex foods, we are uniquely qualified to uncover the best of authentic cuisine in the Americas. We are quick to identify the trends that are taking off in the States and stock the products that are likely to be heading our way.” Funnybones research has found that currently in the States, burgers made with protein other than beef, such as chicken and

fish are broadening the appeal of the dish, as are vegetarian and vegan burgers which are at the forefront of the move towards plant based diets. Unusual and exotic vegetables are being combined to create very tasty, meat-like burgers that pack a flavour punch. “The jerk burger may be next on the menu, in line with the anticipated trend for foods from the Caribbean,” says Tom. Funnybones’ Jamaican Jerk BBQ marinades, seasoning pastes and cooking sauces are spicy and full of flavour – perfect for flavouring a burger. Serve with our sweet potato fries and our Encona West Indian Hot Pepper Sauces. “Also hot in America at the moment is the brunch burger, featuring an egg on top perhaps with spinach and avocado toppings. And Greek flavours are making an appearance, with olive, tzatziki and feta garnishing some lamb burgers!” According to Jane Deegan vegan dishes increased on menus by 107% last year, and in 2018 Kara don’t see the growth of vegan burgers slowing. “As vegan dishes are becoming more mainstream, consumer perception of vegan food is rapidly changing, and burgers are no exception to this foodie trend,” says Jane. “Consumers are seeking plant based burgers with mouth-watering toppings, and with these juicy burgers there can be no exception with the bun. “Kara’s burger buns cater to a wide variety of dietary requirements, including both vegan and vegetarian, and, still offering the same quality, whilst also being free from artificial preservatives; vendors can keep ahead of the vegan revolution this year with Kara,” concludes Jane. QB

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HOTELYMPIA PREVIEW

whatâ&#x20AC;&#x2122;s new at Hotelympia Registration is now open for Hotelympia, the UKâ&#x20AC;&#x2122;s leading hospitality event, as it introduces four exciting and contemporary shows, united under one roof, as part of a fresh new identity.

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HOTELYMPIA PREVIEW

Hoshizaki poised to launch new technology at Hotelympia 2018 Returning to the UK’s largest foodservice and hospitality event, Hoshizaki UK will be unveiling a range of new, highly versatile, undercounter refrigeration at The Professional Kitchen Show at Hotelympia 2018. The four day event, taking place from the 5th – 8th March 2018 at ExCeL London, will see Hoshizaki demonstrate latest in ice making technology and dispense equipment, on stand 1630 including the latest in HC (Hydrocarbon) ice makers, while a dedicated cocktail bar, manned by a professional mixologist is sure to be a highlight. As the world’s leading manufacturer of ice machines and refrigeration equipment for the foodservice sector, Hoshizaki is at the forefront of innovation and technological

development. The brand new Hoshizaki Snowflake Gen II Drawer units come in a host of different sizes and configurations to meet operator demand. The Hoshizaki stand at The

EPoS that builds your business Today EPoS solutions are no longer focused around cash and payment processing. They are now a critical component of any busy quick service or casual dining operation. In fact, many businesses are building their entire operation around their EPoS solution. At pointOne EPoS we have recognised this challenge and designed a solution that meets the needs of your business, both for today and the business you hope to build in the future. It offers major benefits including; faster processing of customers, therefore shorter queues and more footfall, more control in the business with sophisticated real time management reporting, remote access and robust staff management scheduling, increased margins and better management of costs with intelligent stock control, plus the ability to introduce new innovations such as online ordering, kitchen screens and smart phone applications. Our experience in this sector ranges 36

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from single site sandwich bars to multi-site outlets and we can also integrate with new payment cashless payment methods and our own self-service kiosk. Our system is the result of a process of continual design and development using feedback from our customers. Our ever-growing client list including; Tossed, Pizza Union, Mission Burrito and Coffee Republic. Stand 3331

Professional Kitchen Show will also be home to experienced mixologist, Myles Cunliffe, from Brighton based, Mixology Group. Having trained across the world, Myles has the knowledge and experience to create an outstanding cocktail menu. Using Hoshizaki ice, Myles will be running hourly masterclass sessions to demonstrate the importance of quality ice when it comes to producing the very best cocktail menu. Why not pop along to stand 1630 at The Professional Kitchen Show to watch a true cocktail master at work. For more information about the range of ice machines and refrigerators in the Hoshizaki range, please visit stand 1630 at The Professional Kitchen Show at Hotelympia 2018, visit www.hoshizakieurope.com or call 01322 616 900.

WMF As a global market leader in manufacturing high-quality professional catering and hotel equipment, WMF offers the ideal products and services to any professional who is looking to deliver operational efficiency and exceptional customer experience. WMF products have been and continue to be honoured with the most prestigious design awards. Our new Quadro GN Format footprint delivers an elegant and modular stage through a highly efficient design for your cooking. It ensures precise and perfect workflow management. The exceptional timing and rhythms offered by Quadro enhances quick and accurate transitions for both clients and operators. The new WMF Quadro takes up this rhythm. Consistent from the first step to the last. Stand 2440

HOTELYMPIA PREVIEW

Valentine Celebrates 60 Years and Hotelympia In 2018 Valentine Equipment marks more than 60 years in the UK market selling the highest quality Swiss-made fryers and multicookers across the foodservice and hospitality sectors. It celebrates being at Hotelympia with a brand new fryer launch in the shape of the Alpina and with its sister company Cuisinequip exhibiting a range of high quality equipment from leading international brands including Locher, Bottene, Berner and Omas Food Machinery. “Valentine is proud to be supporting Hotelympia as it launches The Professional Kitchen Show to showcase the best foodservice equipment including the Evo fryer range and the new Valentine TF55 table-top twin tank, twin basket fryer,” comments Steve Elliott, sales director for Valentine Equipment and Cuisinequip. Cuisinequip will unveil a number of new pieces of equipment ideal for QSR and food-on-the-go operators including the Berner Beef Star Grill and induction demo table. The stand will also have a range of modular induction options from respected manufacturer Locher including the Locher Chargrill and several fresh pasta making machines from family-owned Italian manufacturer Bottene. In keeping with its Swiss heritage, and the 60th anniversary of the Valentine Equipment business, the Valentine stand at Hotelympia has quite a special look with a Swiss mountain chalet acting as the home to a great array of the highest quality foodservice equipment. Stand 1510 For more information on Valentine Equipment and Cuisinequip call: 0118 957 1344 or visit: www.valentinefryers.com www.cuisinequip.com

Metaltecnica, stainless steel catering Equipment “ Metaltecnica Produzioni srl is one of the leading enterprises in the field of stainless steel catering equipment production, with a wide distribution in Italy and in more than 50 countries worldwide. Quality, functionality and reliability are the main features of a huge range of products, all supported by our experienced, professional and efficient team. Our standard production is made up of 7 key lines which includes Furnishing, Bakery, Self-Service, Refrigeration, Exhaust Hoods, Cooking & Trolleys, ensuring that our products cover every need in the catering and foodservice industries. In addition we offer personalized solutions for our customers so we can satisfy most bespoke requests. Metaltecnica Produzioni srl is certificated ISO 9001, for quality systems – this allows for constant innovation from raw material stage to the careful handling of shipment of our finished products. “ Stand 1742

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s e c u Sa Seasonings As we continue full steam ahead into 2 018, trends surroun and seasonings are ding sauces going global. Haris sa, sriracha and swee marinating our burg t peri-peri are ers, chicken and ev en veg as consumer growth in the categ s continue to fuel ory, as hard-hitting flavours continue to appeal.

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BURGERS

Across the food and beverage sector, the way fast food outlets are promottheir business both internally and

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ccording to Mintel research consumer tastes are changing in terms of both types of meal eaten and flavour preferences. In fact nearly half of people are eating meals traditional condiments go with less often than they used to do, therefore sauces with new flavours from around the world will be important in driving usage, with hot and spicy flavours already explored in NPD. “Changing meal preferences have hit the demand for traditional condiments,” says Richard Caines, Senior Food & Drink Analyst. “Meanwhile, NPD focus around hot and spicy flavours and those inspired by world cuisines has so far failed to re-energise sales,” he continues. “Steps to re-engage users are much needed. With strong interest in versatility, suggestions for pairing condiments with different meals or using them as an ingredient in recipes can drive relevance.”

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Global flavours We’re all gourmets now – with connectivity opening our minds and our palates to glorious new flavours from around the globe, we crave the latest, taste-bud tingling eating experiences. “Sauces and seasonings are so popular because they offer a taste of the exotic, allowing low-risk excursions into new flavour adventures, and of course still satisfying demand for stalwart favourites like barbecue,” says Al Thaker, Marketing Controller, McCormick (UK) Ltd. “On the side they enable customisation, a trend very much in demand from consumers who want to express their individuality and experiment

with far-flung flavours.” Highlighted in the McCormick Flavour Forecast 2018, the casual, adventurous and interactive nature of how people are eating across the world today is highlighted– a perfect fit with the food-to-go/QSR industry. “Dive into street food flavour fusion with a gyro-taco hybrid – plantain arepas filled with grilled steak and tzatziki hot sauce or discover a Japanese izakaya favourite, onigiri stuffed rice balls, sprinkled with furikake seasoning,” adds Mr Thacker. “Or take a bite of East Africa with spicy

“Sauces and seasonings are so popular because they offer a taste of the exotic, allowing lowrisk excursions into new flavour adventures”

Contributors

• • • • • • •

Al Thaker, Marketing Controller, McCormick (UK) Ltd Brian Yip, Director, Wing Yip Tom Styman-Heighton, Development Chef, Funnybones Foodservice Pritesh Mody, Flavour Guru, World of Zing Tom Atkinson, Waring Brand Manager, Nisbets Plc. Michael Eyre, Culinary Director, Jestic Foodservice Equipment Aine Melichar, Senior Brand Manager, Kerrymaid

Sauces

& Seasonings

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Shop: www.wingyipstore.co.uk Issue 54 March 2018

Sauces

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Tanzanian BBQ skewers and tomato onion sauce. So much of the mystique lies within the seductive sauces and seasoning.” In the report McCormick also pin-point ‘Handheld Flavour Fusion’ as a trend to note, and operators are encouraged to take to the streets for the latest fusing of global cuisines. “Carts, trucks and food halls are merging high-flavour fillings with unique crepes, buns and breads for loaded street fare you eat with your hands,” says Mr Thacker. One example operators can incorporate into their menus are sizzling egg crepes called ‘Jianbing’ in China and ‘Dan Bing’ in Taiwan - these thin pancakes are griddled, filled and rolled up like a burrito. You can stuff these Asian wraps with regional American tastes like smoky pork, crisp slaw and tangy sauce for a Southern twist.

“Carts, trucks and food halls are merging high-flavour fillings with unique crepes, buns and breads for loaded street fare you eat with your hands”

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Hot Sauce With the passion for heat that’s embracing the nation, one of the most popular flavour trends still on the market is Sriracha. As a sauce, it’s achieved almost cult status from its origins in South East Asian restaurants. “Sriracha has its heritage in Asian food, but it’s fantastic for spicing up traditional dishes such as burgers, chicken, burritos and macaroni cheese, even for sprinkling onto finished dishes such as pizzas,” explains Mr Thacker. “It’s also perfect as a rub or marinade for seafood, chicken, meat and vegetables. Consistent and easy to incorporate with other ingredients, it can be added without changing the texture of the dish, so it’s also perfect for adding to coatings and batters before deep frying, as well as mixing through rice or pasta dishes.”

Why are sauces and seasonings so popular among consumers?

“In the same way as making anything fresh in the kitchen, producing sauces and seasonings from scratch allows the operator personalise the taste, consistency and style of the product, while also enhancing the quality of the menu,” Michael Eyre, Culinary Director, Jestic Foodservice Equipment “Quick and simple to produce, homemade products really give the sense of quality and class across a menu. What’s more, by using locally sourced or seasonal ingredients, operators can easily change the menu to suit different seasons and trends throughout the year.” “Customers love customising their food to make their own personal statement dish, and sauces and seasonings give them the opportunity to do this,” adds Tom Styman-

Sauces

Heighton, Development Chef at Funnybones Foodservice. “A great quality plain burger can become one person’s spicy bean and avocado treat, another’s cheesy stack and yet another’s fried egg and chilli sauce supper. Sides, sauces and seasonings make the difference, and can turn any plain food – a steak, a hot dog or a burger into a feast that is tailor made to the customer.” Pritesh Mody, Flavour Guru, World of Zing adds; “Sauces and seasonings provide an easy access point into a world of flavours whilst remaining within their culinary comfort zone. “For example, a simple burger or grilled chicken can be transformed into something far more exciting with the addition of a delicious internationally inspired table sauce without needing any cooking skill.”

How can vendors ensure their businesses stand out from competitors whilst using sauces and seasonings? More and more restaurants are turning their attention to their sauce offerings resulting in new concept outlets where the

sauce is the star. Restaurants like Dip & Flip are reinventing the sauces and seasonings market, and have made gravy – one of the UKs most popular sauces - the ‘star of the show’. Offering customers roast meat sandwiches ‘dipped’ in gravy and ‘flipped’ flat griddle smashed burgers, the Battersea Rise born concept has proved a hit with consumers looking for something a little different. Growing at an impressive rate the concept now churns out 900 litres of gravy a week, and since the success of their original branch have opened up three other sites in Wimbledon, Tooting and Brixton. Overall the sauces sector in particular has seen a huge rise in quality and variety in recent years, although it’s important

& Seasonings

to realise that with sauces, there are few short-cuts to quality. “Operators can now pick the perfect sauce to match their flavour aspirations and price constraints,” explains Pritesh. “Moreover, operators can also add perceived value to their products by collaborating with exciting sauce brands.” Today’s well-travelled consumer demands authentic flavours, not just a British-style approximation of popular dishes. “This is why specialist wholesalers have the edge when it comes to world foods,” says Tom. “A specialist wholesaler has expert knowledge on the authentic flavours and ingredients demanded by any particular cuisine, and can build links with trusted suppliers in the region, thus giving your offering credibility.

Sriracha has its heritage in Asian food, but it’s fantastic for spicing up traditional dishes such as burgers, chicken, burritos and macaroni cheese

Add a touch of magic to any sandwich with Geeta’s Chutneys Also great as an ingredient for Sandwich Fillings, marinades, as well as for Toasties and Jacket Potatoes. Product information and samples: Contact Geeta’s Foods Ltd on 020 8450 2255 or at trade@geetasfoods.com. Stockists: Contact Pettywood & Co Ltd on 01264 345500”

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“As a wholesaler that focusses almost entirely on the cuisines of the USA, Tex-Mex, and Mexico, Funnybones Foodservice brings the flavours of North, Central and South America to the UK foodservice market. “Our buyers are the experts when it comes to American and Mexican foods and they comb the region to offer high quality authentic products.” Consumers are constantly seeking new and exciting flavours and at Wing Yip, they pride themselves on the authenticity of their products and are devoted to offering an excellent choice to those who are not only seeking faster solutions in the kitchen but most importantly, looking for specific or new flavours which add depth to dishes. “Versatility is key for any kitchen to meet the growing demands of consumers,” says Brian Yip, Director of Wing Yip. “Whether that’s enhancing classic dishes with authentic spices, or switching up the marinade, chefs understand the importance of creating unique twists on dishes that will keep diners interested and coming back for more. “Available in foodservice sizes, Wing Yip’s extensive range offers chefs a helping hand when it comes to timesaving solutions which can help boost efficiency and creativity in the kitchen,” adds Brian. “Operators can capitalise on this opportunity by evolving their menu selection, exciting customers and encouraging them to make more adventurous meal choices. In recent months Wing Yip have seen a significant rise in demand for their ‘Mai Siam’ range. “The range includes 20 products, providing operators with a fast and convenient way to deliver consistently high-quality dishes – all of which are vegan friendly, gluten and MSG free,” says Brian. The Mai Siam Thai Sriracha Chilli Sauce is a fantastic example of a product which showcases versatility. It can be used as a dipping sauce and also as an ingredient when cooking noodles and rice-based dishes, adding a spicy kick to any meal. Brian adds; “The range also includes Pad Thai, Thai Sweet Chilli and Thai Sriracha Hot Sauce which can form the base of many dishes with vegetables or tofu, 44

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creating a wealth of meal options such as curries, stir-fries, stews or soup.”

What are the most popular flavour trends on the market at present? For busy operators, convenience and performance in the kitchen, whilst still providing consistently great taste, is paramount. “Effective menu development is reliant on understanding current consumer trends and changing food styles, and a good sauce can make all the difference,” explains Aine Melichar, Senior Brand Manager, Kerrymaid. “By adding a few ingredients to the mother sauces, operators can create a vast range of dishes, easily expanding their menu for diners.”

Forming two of the five mother sauces, Kerrymaid Hollandaise and Kerrymaid Béchamel give time back to busy operators and offer them greater flexibility when developing menus. The ready to use sauces take away the timeconsuming task of making a sauce from scratch and remove the risk of waste through splitting or inconsistency. “Diners are becoming more adventurous with their food choices, and while Kerrymaid Béchamel can be used in its own right as a sauce, by adding Gruyere cheese or parsley, you can create a mornay or parsley sauce which works well with dishes involving fish,” adds Aine. Kerrymaid Béchamel can also be used as a base for a mustard sauce, which is commonly found in hot dogs and hot sandwiches. By adding Kerrymaid

Sauces

Grated, operators can create the perfect creamy sauce for macaroni cheese or as a topping for beef burgers. Aine adds; “With current trends focusing on global favours with bolder ingredients, caterers could try a nantua sauce using Kerrymaid Béchamel as a base, by adding cream, paprika and diced shellfish for a French style dish. “Similarly, although mainly used as an accompaniment for Eggs Benedict, Kerrymaid Hollandaise can also be used as a base sauce to create béarnaise which is perfect for topping a range of meat dishes, especially when tomato paste and heavy cream is added to create a richer choron sauce. For fish dishes, caterers could create a maltaise sauce with orange juice and orange zest, for customers looking for a citrus twist to their meal.”

Spice it up! Sauces and seasonings have crossed continents in recent years with a huge rise in the popularity of the spicy and chilli flavoured sauces featured in cuisines from South America, the Caribbean and Asia. Today, every sauce selection should include some spicy options, and hot sauces are now almost standard as a side offering. As specialist wholesalers of authentic American, Mexican and Tex-Mex foods,

& Seasonings

Funnybones Foodservice has responded to this trend by introducing a wide range of condiments with a kick, including some really different new sauces. “For example, our range of Encona table sauces,” begins Tom. “West Indian Extra Hot Pepper sauce is already established as a favourite but we have added two more Encona varieties to the range for those establishments looking to tempt their customers with something a little different. “Encona Peruvian Amarillo Chilli Sauce brings the taste of Peru to the table with a blend including

Today’s well-travelled consumer demands authentic flavours, not just a British-style approximation of popular dishes

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& Seasonings

authentic Peruvian Amarillo chillies creating a sweet, subtle chilli flavour with just a hint of garlic. The perfect accompaniment to grilled meat, prawns and fish, it also works well drizzled over salads or used as a dipping sauce.

What equipment is essential for operators to make the most of their Sauces & Seasonings? “When it comes to the production of fresh sauces and seasonings, a quality commercial blender is essential,” begins Michael Eyre of Jestic. “Used to create a delicious smooth texture and consistent taste throughout, the blender in question can often make the difference when it comes to making a quality meal. Vitamix has been a leader in the commercial blender and food processor market for over 70 years. “Designed and manufactured from the highest quality, engineered materials, the range features a host of models to suit the needs of the kitchen. Café Spice Namasté has become a London institution since first opening just a short walk from the recognisable outline of the Tower of London, over 20 years ago. Known for offering some of the finest, most innovative Indian food in the country, the restaurant is committed to using the best local British produce available. Led by popular chef and TV personality, Cyrus Todiwala and his wife Pervin, Café Spice Namasté continues to be an iconic foodie destination in the historic east end of London. On the restaurant, Cyrus explains: “We opened Café Spice Namasté in 1995 as a way to demonstrate some of the rich, diverse culinary delights to be found throughout India. Proud to be the first restaurant in London to break away from the traditional Indian designs, we choose

Issue 54 March 2018

to make the restaurant as bright and colourful as possible. “Over time, our menus have evolved and developed, however we have always remained consistent in our passion for using the finest ingredients, sourced where possible, from local British suppliers.” Having been producing a rich and diverse seasonal menu for over two decades and with an emphasis on flavour combinations, colours and textures, Cyrus and his team of experienced chefs require kitchen equipment they can rely on. He continues: “Our kitchen brigade rely on the equipment we supply them with at all times. We produce everything in house, from cooking fresh and vibrant dishes through to blending our own spice mixes, purees and sauces for the dishes. “This puts a great deal of demand on the equipment in our kitchen and as such, we need to know that we will not be let down when we need it most.” When it comes to a commercial grade kitchen blender, Cyrus and his brigade have relied on the impressive power, consistency and robustness of his Vitamix Vita-Prep 3, going on to say: “To begin

with, we used many different blenders and food processors in the restaurant with varying results. “It quickly became clear that with the constant use and our requirement for everything from the finest powders through to smooth, rich sauces and liquid spice blends, only the very best equipment would stand up to the plate. With the quality and diversity of the menu playing a role in the success of Café Spice Namasté, Cyrus requires a blender that offers versatility alongside the consistent results, adding: “We use our Vitamix Vita-Prep 3 in a number of different ways. Everything from blending dry roasted herbs and spices into a fine powder or a more coarse meat rub to pureeing a range of different ingredients into deliciously smooth, vibrant stocks, sauces and pastes. The Vita-Prep 3 has even allowed us blend sugar into a much finer powder without the heat from the motor causing the granules to clump together as we’ve found in other commercial blenders.” So robust is the design of the Vitamix blenders, Cyrus is still able to use some of the original components to this day, explaining: “My chefs are still able to use the two of the jugs from the original blender today. We have noticed that the equipment is manufactured with extremely hardwearing components and materials that have helped them last extremely well over the years, despite being heavily used in our kitchens. In fact, our blender has only needed to be fixed twice in the eight years, and one of those was as a result of chef error!” Relying on the blender for components of dishes across his menu Cyrus and his team put a great deal of trust in the Vitamix, concluding: “Having used appliances in the Vitamix range for the past eight years, I would thoroughly recommend the brand, without question, to any chef looking for the very best in consistency, power and reliability.”

The rise in the popularity of street food amongst consumers has led to an ongoing trend towards the use of aromatic spices, sauces and condiments from across the globe

Sauces

& Seasonings

Also available is the Waring Spice Grinder, available from Nisbets, offers the ideal solution. Why not experiment with new flavours such as miso powder, kaffir lime leaves, sumac, kasoori methi (dried fenugreek leaves), amchoor (dried Mango powder) or matcha? Suitable for use with wet and dry spices and seasonings, the Waring Spice Grinder WSG60K can grind hard spices such as fenugreek seeds or cinnamon sticks, and process up to 1.5 cups of pastes, dressings, butters and sauces at a time with ease. With a high performance, 25,000 rpm, 1HP commercial grade motor, it features continuous ‘on’ operation or pulse activation to fine tune your grind and create the perfect consistency. This model from Waring is user-friendly, with a sealed, clear-view lid and safety lock, whilst its hardwearing, commercial design, featuring durable stainless steel blades, makes it ideal for busy commercial kitchens.

What does the future hold for the sauce and seasoning market? “The British have always had a love for condiments, whether it be Ketchup or Tabasco,” says Pritesh. “Whilst this sector is growing, it’s particularly exciting for challenger brands who are rapidly taking market share from the old guard of brands.” “The rise in the popularity of street food amongst consumers has led to an ongoing trend towards the use of aromatic spices, sauces and condiments from across the globe, “adds Tom Atkinson, Waring Brand Manager, Nisbets Plc. “Authentic flavours from the Middle East, Northern Africa and Japan, such as fermented umami flavours (from mushrooms, soy sauce and seaweed), along with blends of cumin, cardamom, black pepper, cloves and other spices, are a great way to add flavoursome notes to a wide variety of meats, fish and vegetarian/vegan options,” continues Tom. “Additionally including a mixture of different styles of cuisine from across the globe will ensure that chefs have something on their menu that will appeal to all tastes. “And making it clear on menus that all spices have been freshly ground on site can also offer a point of difference with customers and help to justify a higher price-point for dishes.” QB Issue 54 March 2018

E: L I F O R P S S E BUSIN

BURGER Burgers|Beer|Shakes

Burger Shed 41 is a cool American style burger joint – offering an industrial meets vintage design aesthetic that has brought the city of Chester and the Town of Mold in North Wales a brand new spin on the traditional burger.

ffering table service and takeaway through delivery giant Deliveroo – the restaurant offers locally sourced brisket and skirt burgers alongside milkshakes and a varied selection of craft beers. Founded by entrepreneur Ian Wade, the burger joint has succeeded in tapping

Issue 54 March 2018

into the American burger scene and offers hungry customers classic US inspired hamburgers, all served alongside a diverse selection of sides inspired by various states from across the pond, including Popcorn Chicken, Deep-Fried Cheese Squares, and their classic Shed Chicken Wings.

Before his expansion into the world of burgers, Mr Wade and his business partner opened Urbano 32, also in Chester. This Neopolitan style pizzeria offers fresh pizza cooked on sourdough using only the freshest ingredients. All of their pizzas are cooked in their bespoke clay oven – as the UK market proves that

BUSINESS PROFILE

SHED

it remains hungry for traditional pizzerias and burgers joints. Owner Ian Wade made comments at the time of their first Burger Shed opening to the local press, stating; “We’re hoping to offer the best burgers, dogs, shakes and craft beers cooked by the best chefs and served by the best staff where everyone comes back.” And it seems that Mr Wade and his team of dedicated staff have achieved that with a second opening closely following the first. Additionally, there is huge scope for expansion of both the Burger Shed brand as well as the Urbano brand. After all Mr Wade is no newcomer

to the industry, running the awardwinning Ring O’Bells in Cheshire before moving into the fast-casual industry. Commenting at the time Ian said of the thinking behind the openings and the future of the brands; “My business partner and I love finding great sites and transforming them. “The look of Urbano 32 is inspired by industrial New York mixed with a bit of a London influence but we’ve also got some Roman in there too. When we renovated the building we found a Roman wall with original bricks. It’s a real feature. “With Urbano 32 and now Burger Shed 41, we have a top city centre location

bang in the middle of Bridge Street. “We are committed to sourcing great seasonal and local produce and using only the freshest quality ingredients. At Urbano 32, our sourdough pizzas are handmade on site and cooked in our bespoke clay oven. “And we’re hoping to offer the best burgers, hot dogs and shakes at Burger Shed 41!” We catch up with owner of Burger Shed Ian Wade, he tells us more about the American takeover of burgers in the UK and we find out what the future holds for the Burger Shed brand and their second business in the fast-casual scene Urbano…. Issue 54 March 2018

BUSINESS PROFILE

Hi Ian! Tell us more about Burger Shed…

What is the best thing about the burger industry?

We are a US inspired UK take on a classic New York burger joint, contained within an ‘industrial meets vintage’ interior. We serve locally sourced brisket and skirt burgers alongside the best hot dogs, milk shakes and craft beers around!

For us the main thing to consider is our customers. As long as they are happy, we are happy! Having lots of satisfied customers who come back is the number one reason we do this job.

Could you tell us a bit more about your ingredients? All of our meat is from local butcher Davis Joinson and all of our brioche bubs and rolls come from local artisan Wallis the Baker. It seems very important to Ian to source all of his ingredients locally. All of Burger Shed 41’s ingredients are fresh and therefore extremely tasty!

What are your most popular menu options? By far our most popular burger is the ‘Shed Bacon Cheeseburger’ – which consists of a beef patty, alongside tasty American cheese all topped off with our famous ‘Shed Sauce’ and lettuce, tomato, onion. You can even change the cheese to blue! A very popular option. Alongside that is the ‘Shed Bacon Cheeseburger’ – as above but with bacon and our ‘Shed Funky Chicken Burgers’ are also very popular! Additionally our sides of ‘Burnt End Brisket Balls’ – a classic all-American starter or side – and our ‘Pulled Pork Fries’ also go down a treat with our customers! 50

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How many staff members do you employ? At Burger Shed 41 we currently have 12 staff members.

What is the best piece of feedback you have received? The best piece of advice we have ever received is to ‘keep up the good work’! Which as you imagine is the best thing to hear as a business owner. However we are always looking to improve and we want to be better every day!

How many locations do you currently have? We currently have two locations one in Chester, which is located on Bridge Street, and our second can be found in Mold, on Wrexham Street.

How do you decide on the layout and design of your locations? We decided on our vintage take on the industrial theme through our extensive knowledge of the industry. Additionally close consultation with our designers ensured we completely achieved our

brief, and we are very happy with the final design of our American-Inspired hamburger restaurants!

What did you do before you entered the food industry? Where to start! I have worked within the dance music industry as well as within record shops in the UK. I have also worked at a record label, a complete juxtaposition to my current role! And also spent some time as a club and party promoter.

What is the best thing about working in the hospitality industry overall? The main thing is that every day is different, we get to meet lots of interesting people through our work at both our restaurants in Chester and Mold.

What does the future hold for Burger Shed? Definitely more sites! In fact we plan to roll out two or even three more alongside our Urbano Brand which offers hot, fresh, Neopolitan style pizza in a cool environment. Urbano32 is a pizza restaurant, bar & social meeting place. The focal point of the restaurant alongside our amazing rustic, industrial interior is the handmade clay pizza oven. We have a great city centre location bang in the middle of Bridge Street in the city of Chester. Urbano32 serves sourdough pizzas alongside antipasti and daily specials using only the freshest quality ingredients. Our menu has a progressive approach towards pizza and we are committed to sourcing great seasonal and local produce. QB

TRANSFORMING THE QSR & FOOD-TO-GO INDUSTRY

Talking Tech interview: Bink We speak to Greg Gormley CFO of Bink, the loyalty scheme that aims to eliminate the need for customers to carry plastic loyalty cards or paper coupons.

Removing the headache of GDPR Steve Elcock, discusses what you need to know, and do, to ensure youâ&#x20AC;&#x2122;re compliant by the May deadline.

Tech-Tea! Future of tea OOH will be Technology driven, say Tetley

Filmore & Union streamline service Filmore & Union pair up with Trail to utilise their platform across all 15 locations.

Issue 54 March 2018

TALKING TECH

Removing the headache of gdpr for hospitality restaurants Currently, the UK hospitality market is facing pressures from all sides. We have Brexit, the National Living Wage and increases in food prices, business rates and rents, together with people shortages across front and back-of-house. If that wasn’t enough to contend with, the latest challenge for the industry is the imminent arrival and enforcement of GDPR, which will become law on Friday 25 May 2018. Unfortunately, complying with the GDPR is not optional, and keeping personal data secure is now not enough. Dealing with GDPR can seem like a daunting task for some restaurants. However, it doesn’t have to be. Here, Steve Elcock, CEO of elementsuite, the HR platform revolutionising the digital era for hospitality operators, walks restaurant brands through what they need to know, and do, to ensure they’re compliant by the May deadline.

The Facts The EU’s General Data Protection Regulation (GDPR) is the result of four years of work by the EU to bring data protection legislation into line with new, previously unforeseen ways that data is now used. The UK currently relies on the Data Protection Act 1998, but this will be superseded by the new legislation. A lot has happened since 1998, most importantly, the emergence and adoption of the internet. So, for a moment, think about yourself and over the years, the abundance of data accumulated about you – and not just across the internet. It’s a scary thought isn’t it? This has resulted in an incredible amount of personal data being held by numerous companies across the globe - many of whom, fail to protect it properly. Put simply, the new enforcement aims to give consumers back control over their personal data. The wake-up call for restaurants is that GDPR will introduce tough fines of up to 2% of annual turnover for those who fail to protect personal data, across both their own people and customers. 2% of any operator’s turnover is detrimental to the bottom line, and especially so in the current climate. To put this into context, if you’re a medium sized operator with seven sites, turning over a weekly average of £25,000 a week per site, you could be facing a fine of £182,000. It’s worse if you’re an operator on a global scale, with potential fines set at up to €20 million (just over £17.5m) or 4% of annual worldwide turnover, whichever is bigger. Interestingly, a study by cyber security firm, NCC Group found that if the GDPR had come into force in 2016, the fines would have skyrocketed from £880,500 to £69m. Importantly, back in June 2017, casual dining giant, JD Wetherspoon, announced they were deleting their 700,000 strong email customer database, choosing instead to promote special offers and deals through their social media channels and website.

As an operator, what should I be concerned about?

own people and customers. For example, if you hold their name, location and address.

2. Sensitive Personal Data This category will relate more to past and current employees, as opposed to customers. The GDPR refers to this as “special categories of personal data”. This relates to information concerning; racial or ethnic origin, political opinions, religious beliefs, physical or mental health, or criminal offences.

What’s it all about and what do they want from me? At the heart of GDPR is an individual’s rights. Moving forward, it will mean that restaurants must disclose the intended use and duration of any data. It will be important to gain permissions each time any new use of people or customer data is suggested. The GDPR will require restaurants to carry out a thorough review of how they collect and use personal data, and in turn, demonstrate that their data compliance practices and procedures are in line with the regulations.

Four areas restaurants must consider 1. Accountability and Governance Training staff in data protection awareness is crucial, together with managing information risks in a structured way. It will become law that at least one person in every business is trained on GDPR. For multi-site or global brands, I’d recommend recruiting an in-house GDPR officer.

2. Lawfulness, fairness and transparency You need to be clear on what personal data you is hold, where it came from, who it is being shared with and what restaurants do with it. This will become a lawful requirement for holding information, together with a clear process for obtaining individuals consent

3. Individuals’ rights Operators must be aware of its people and customer rights. This includes privacy notices to individuals, obtaining consent, responding to requests to access data, ensuring information is kept for a valid purpose and is up-to-date or purged when no longer required.

4. Data security, international transfers and breaches Implementing appropriate security measures and an effective process to identify and manage any personal data breaches is vital. It is important for restaurants to also provide an adequate level of protection for any personal data processed by others being used outside of the EU.

There are two data categories to be aware of – ‘personal data’ and ‘sensitive personal data’.

Five tips to preparing for GDPR

1. Personal Data

Irrespective of whether you’re an independent or multi-site operator, take GDPR seriously. No business wants to handover 2% of its turnover to fines.

The GDPR applies to ‘personal data’, meaning any information relating to a person who can be directly or indirectly identified. It applies to your 52

Issue 53 February 2018

1. Take GDPR seriously!

TALKING TECH

2. You can’t do it all… And this is important. Empower a member of if that’s not enough to take it seriously, restaurants need to nominate a ‘Data Protection Lead’ or ‘Data Protection Officer’ to sit within the organisations structure.

3. GDPR is not optional The fine and association with non-compliance is not worth it.

4. Know your Data Restaurants must know and document the personal data they are collecting - where it is stored, who it is being shared with, and what they are doing with it. Policies must be easily accessible to employees and customers at all times - transparency is key here.

5. Embrace the GDPR - Gain a competitive advantage Restaurants that embrace GDPR will reap the rewards of securing

35 ‘unofficial’ restaurants removed from Just Eat app The crackdown comes as Just Eat discovered the restaurants in question had not held an official Government hygiene rating for nearly ten years. The 35 restaurants now omitted from the food delivery app signed up before 2009 – when the app had no policy in place to ensure all takeaways hold a valid hygiene rating. The Food Hygiene Rating Scheme in England, Wales and Northern Ireland is compulsory for restaurants and was set up to help consumers choose where to eat out by giving them information about the hygiene standards in restaurants and takeaways. The company started a nine month audit of its restaurants in 2016 which resulted in it removing a total of 35 businesses, they said. A spokesman at Just Eat said: “We take food safety extremely seriously and actively work to raise standards across the takeaway sector. “Any restaurant wishing to partner with us must be FSA registered with the relevant local authority, and provide evidence of this, before we put them on our platform. “Local authorities are then responsible for carrying out inspections to check businesses meet the requirements of food

and controlling their data. When the regulation comes into effect in May, businesses from all industries will only be interested in working with partners that can demonstrate effective control over their data even third-party non-compliance can leave a company liable to fines. Offering transparency in relation to personal data will also provide an excellent opportunity for restaurants to build trust with their customers and employees. In summary, it is crucial that operators don’t view GDPR as a timeconsuming, box-ticking exercise, but as an opportunity to increase operational efficiencies and revenue generation. Remember, data continues to be king. By consolidating data and ensuring that both the customer and employee information is up-to-date, restaurants will have better insight into their customer’s views, buying behaviours and revenue hot-spots. By truly understanding the data held within a business, restaurants should look to streamline and unlock previously untapped, valuable information and insight, turning GDPR into a money-maker, rather than a money pit.

hygiene law. “We positively incentivise food safety and make numerous resources available to our restaurant partners to support and improve standards in this area, such as dedicated online training and a partnership with NSF, the leading global Food Safety consultants, offering various packages to our partners including having a qualified auditor coming into their business to help improve standards.”

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Call 0800 038 5389 for a free demo Issue 54 March 2018

TALKING TECH

Bink

ech T g n i Talk iew: Interv An Interview with...

Greg ley m Gor

Role: CFO Duration: Launched 2014, released app in 2016 Previous roles: Finance Director, NDS Group PLC, Head of Financial Planning and Strategy, CME TV, Director, Amplify Consulting

Issue 54 March 2018

Greg Gormley (right) and his business partner Lee Clarke (left)

How did Bink start?

My business partner, Lee Clarke, and I saw an opportunity to streamline the loyalty industry by securely linking customers payment cards to their loyalty programs and storing them all in one place. We noticed that too many consumers were losing out on points and rewards simply by not bringing their loyalty card with them when they dine or shop, so we created a technology that would seamlessly link these together â&#x20AC;&#x201C; Payment Linked Loyalty. We also recognised this would have significant benefits for merchants as the simple to use platform would encourage more customers to

sign up to their loyalty scheme enabling the merchant to better understand their customers spending habits and tailor their offers accordingly, encouraging repeat visits. We spent countless late evenings around the kitchen table working on the concept, and now we have a passionate team on both sides of the Atlantic integrating Payment Linked Loyalty to some of the biggest global merchants, including Individual Restaurants which incorporates Piccolino and The Restaurant Bar & Grill.

How did you end up at Bink? Both Lee and I have worked with

TALKING TECH

numerous start-ups, so when I had the opportunity to work with him on a genuinely game-changing business, it made complete sense to combine our expertise and embark on our mission to transform the $100 billion loyalty industry.

What does Bink do? Bink’s technology benefits both the merchant and the consumer. For the merchant, Bink increases operational efficiencies, increases profits and allows them to engage with customers and diners. We provide merchants with 100 per cent of customer purchase data – this allows them to send consumers truly personalised offers and engage with them more effectively every time they dine or shop, ultimately incentivising spending. For the consumer, Bink eliminates the need for them to carry plastic loyalty cards or paper

coupons. Through the platform, and via our free app, customers can store and viewpoints as well as manage all their loyalty programs in one place, so they never have to miss out on points and rewards again.

How many staff members do you employ? We have grown from a handful of employees to a 60-strong team spanning from the UK to the USA. As we continue to expand internationally we have focused on hiring local employees who have extensive knowledge of the local markets.

“ Bink eliminates the need for customers to carry plastic loyalty cards or paper coupons ”

What is the off ice atmosphere like?

We work hard to encourage an open and honest atmosphere at Bink, and making time for face-toface interaction with employees across all our sites is key to this. We understand the importance of

developing people and the power of encouraging them to ask questions and debate for their personal growth as well as the growth of the business. We don’t always agree with their suggestions but we’re always up for the discussion and debate as there is no such thing as a bad idea!

What did you want to be as a child? Surprisingly, I always wanted to be an accountant, even as a child! When I was growing up my hero was Sir John Harvey Jones, who pretty much pioneered reality TV. He was a business consultant who visited and advised struggling businesses – a bit like Gordon Ramsay visiting restaurants in need of repair. He brought business consulting to the attention of the general public and really inspired me to do what I do now.

What industry challenges does Bink address? The rise of Deliveroo and UberEats, together with stagnant wages, has resulted in the public staying in for dinner, rather than venturing out to Issue 54 March 2018

TALKING TECH

restaurants. This has caused many restaurants to lose significant profits and subsequently, close. For instance, Jamie Oliver recently announced that he will close six of his Italian restaurants due to tough trading. Bink addresses this by opening a direct communication line between restaurants and diners. Merchants can use this to maintain their relationships with customers and gain insights from them remotely, as well as tempt diners to eat out with personalised offers and rewards.

in consumers’ engaging with restaurant loyalty schemes caused by the take-away phenomenon and shift towards a cashless society.

What are the ambitions of Bink? To become renowned as global loyalty innovators, through making life simple and rewarding for all. There are a vast variety of loyalty schemes active across the world, which could be optimised for consumer and merchant alike through implementing our technology. We want to reach these progressive, forward thinking merchants and show them the benefits of partnering with us.

“ Bink is re-writing

What makes Bink unique?

the rule book for how restaurants can build and maintain meaningful and rewarding relationships with customers ”

Bink is re-writing the rule book for how restaurants can build and maintain meaningful and rewarding relationships with customers, through our unique Payment Linked Loyalty technology. By empowering customers to securely collect loyalty points and rewards just through presenting their payment card in a restaurant, we are combatting the decline 56

Issue 54 March 2018

What was your f irst day at Bink like? Moving out of the kitchen and into our first office in Bagshot felt like Bink’s first day. It was brilliant to see that our team

had as much passion for Bink as Lee and I have had since day one. Three years later, we are partnering with the UK’s favourite merchants and expanding on an international level, working with some of the biggest global retailers.

What challenges does the business face day to day? The biggest challenge we’ve faced is looking to cater for all industries, which have differing wants, needs and wishes. Ultimately though all retailers want to do is identify all of their customers so they can engage with them individually to create either an additional visit or increased spend enabling the retailer to reward them more.

What has been your best day? There have been many proud days at Bink, which have marked significant advancements in our journey, for example: signing up all three card issuers, onboarding our first national retailer, and engaging with global institutions. However, my proudest moments have been when I have been away travelling, and return to a buzzing office which is full of energy and the new faces who have joined us. The excitement and enthusiasm of the Bink team makes me proud every day.

TALKING TECH

Preoday launches Hotline to integrate phone calls into digital ordering Preoday, the global provider of branded digital ordering services, has launched its new Hotline functionality to enhance its mobile and online ordering platform. The hotline will enable businesses to process phone orders through the Preoday platform

if the customer had ordered directly via the mobile or web app. Nick Hucker, CEO of Preoday, says, “Hotline will help restaurants bring their customer orders together, whether orders come from voice calls, or their mobile and web apps. “Businesses will benefit from being able to gather more customer data, and the resulting operational and marketing benefits that brings. We’re looking forward to our clients embracing this new facet of our service.”

Hotline is an additional feature of the digital ordering platform. It enables restaurants and cafes to take orders over the phone and enter them into the same system as those taken through a proprietary mobile or web app, provided by Preoday. This ensures that the kitchen receives all orders through the same interface, wherever they have come from, along with all order analytics. When a customer calls the restaurant, staff are able to make the order through the Preoday platform. They can either take the payment details or enable the customer to pay on collection in any currency, with the option of sending a receipt to the client by email. Once the order is made, the operator is able to review, amend and cancel it at the customer’s request. Although the trend for mobile and online ordering is growing, some customers continue to place their orders by phone call. Hotline means that businesses can ensure orders are recorded with the same accuracy, and result in the same level of customer data, as pointone Quickbites 1117 V1.qxp_Layout 1 20/11/2017 12:02 Page 1

Faster EPoS, Faster Food Our award winning EPoS is the most focused QSR and takeaway solution available on the market. • Online Ordering • Customer Facing Kiosks • Ordering App • Kitchen Manager Screens • Customer Loyalty & Marketing • Enterprise Stock Control • Driver Management

For more information on how we can help your hospitality business please call 0345 8620005 enquiries@pointone.co.uk www.pointone.co.uk

Issue 54 March 2018

Talking Tech | EPoS

EPoS As operators in the hospitality industry face increasing pressure, the reliance on speedy integrated electronic point of sale systems has never been greater. Pressures such as a rise in the living wage, business rent, wages and the cost of food, has meant that the growth opportunity offered by technology is becoming a necessity in ensuring a streamlined customer service experience.

or operators that have already started arming themselves with technology as a means of futureproofing their business however, it is important to remember that technological advancements within the sector are evolving at a pace that is almost impossible to match. Which is why, at the rate that technology is developing, choosing an EPoS provider that is able to quickly and efficiently ensure you stay ahead of the curve, is one of the most important decisions you will make for your business. According to EPoS providers CBE Solutions the need for a fully integrated, holistic system has never been greater, as International Product Manager, Kevin Greene states; “In the time it takes an operator to adopt a new solution, there is already an update in motion or new entrants to the market.” Greene adds; “In order to remain a step ahead, operators should look to work on a collective, open platform with an EPoS partner that is willing to adapt to change, adopt new technologies and ultimately, grow with their business, as times inevitably change. “Now that is a future-proof system.”

Issue 54 March 2018

EPoS | Talking Tech EPoS

Issue 54 March 2018

Talking Tech | EPoS

Why is having an effective EPoS system essential for food-to-go and QSR operators? EPoS technology has already been widely adopted by the QSR and food-to-go industry, with many businesses recognising the benefits it brings. “This includes, for example, speeding up the queuing process, a must for time-pressed diners who want to grab and go,” says Greg Liset. “Indeed, with Barclaycard research indicating that one in eight people (13 per cent) have walked away from their purchase because the queue was too long, offering a fast way to pay is quickly becoming nonnegotiable,” adds Mr Liset. This growing need for speed can be seen in the popularity of contactless payments. Barclaycard’s Contactless Spending Index found that ‘touch and go’ payments grew by 60 per cent at pubs and bars in the 12 months to September last year, 52 per cent at fast food outlets and 47 per cent at restaurants. As consumers become increasing time-poor, they demand an even more frictionless payment journey. Indeed a centralised EPoS system that is fully integrated into a restaurant’s operation is critical in enabling an operator to maximise their margin potential on

Issue 54 March 2018

all aspects of a business. “This includes; to running their business efficiently. From reducing wastage, improving customer monitoring which items on their menus throughput, reducing costs for delivery, and are the most popular, helping businesses maximising the efficiency of key areas such understand the busiest times of day – as staff management,” says Steven Rolfe, right down to the minute, stock control, Managing Director, pointOne EpoS. automated reconciliation, and the ability to “It is difficult to keep track of offer a wide range of tap-and-go what sales are being made where payment methods. and which stock is the most in “Customer perception is also One in eight a key reason for embracing new demand,” elaborates Tejal Patel, people have technology like EPoS - consumers Marketing & Communications Manager, 3R Telecom. walked away are much more trusting of “With EPoS, it will give you from their businesses that use technology to accurate sales and reports for enhance their experience,” says purchase easy management of stock levels. Shaun Puckrin, Chief Product because the Officer, Worldpay UK For businesses within the food industry it is vital that products “Worldpay research has found queue was used in food-to-go environments that businesses that utilise the too long are kept fresh and used within the latest technology are more likely dates of expiry. From your EPoS, you are to drive customer loyalty than those that able to manage each product by setting an do not – something that is vital in a highly expiry date straight onto your till. competitive industry such as food to go.” Ms Patel adds; “A report to see what stock A good EPoS system should be central is most sold throughout the day and when, to a restaurant’s operation and offer major allowing you to keep track of your profits benefits including; faster processing of and busy hours of the day. You will be able customers, therefore shorter queues and to place your staff where they are required more footfall. “With more control across most, thereby saving you money.” the business, today’s EPoS technology delivers sophisticated real time management What are the benefits of reporting, remote access and robust staff management scheduling, increased margins using EPoS technology? EPoS technology offers fast food outlets and better management of costs,” says Mr a wide range of benefits when it comes Rolfe. Additionally EpoS technology also offers intelligent stock control, plus the ability to introduce new innovations such as online ordering, kitchen screens and smart phone applications. “PoS software is designed to improve the bottom line of a business, increasing revenues by automating the speed of service. The technology should be designed with an easy to use interface where the functions are very intuitive,” adds Peter Moore, CEO, Lolly. “Our own LollyPoS software tracks all trading events on the PoS, thereby reducing the risk of fraud and promoting accountability. It also sends all sales records in real-time to the back-office system in the Cloud, which can be accessed from anywhere using any device.” Some business owners think that EPoS technology can be impersonal, unfriendly and off putting for their customers. “In fact, this is very rarely the case and in fact the vast majority of customers feel that EPoS solutions provide a more positive experience,” says Peter Scovell, Head of Marketing at ICR Touch.

EPoS | Talking Tech

“EPoS technology is designed to speed promotions to customers to drive more up the process, eliminate human error and sales. prompt at every suitable point to every “All this incremental benefit does come customer. Pay-at-Table technology allows at a slight cost as businesses grapple with customers to settle their bill from the table common EPoS system teething issues,” via card, quickly and easily. Some solutions elaborates Mr Liset. “These may include allow a mobile application to pay off the bill dealing with two different technical without evening needing a staff member, platforms; ensuring card machines have allowing customers to leave quickly when enough battery life to handle a full day they are in a hurry. of transactions; and protecting the EPoS Mr Scovell adds; “Allowing contactless system from data theft and hacking. payments in QSRs means that customers “These challenges are not insurmountable, don’t have to worry about having enough however, and we anticipate EPoS systems cash on them, and should have to spend less to become more sophisticated as business time in the queue waiting.” demand grows. According to Barclaycard the next step in Another trend that is separate from EPoS payments evolution is the adoption but related to payments is the rise of a full EPoS system. Unlike the of ‘invisible payments’. “This is traditional EPoS terminal from Pay-at-Table the process by which consumers, which businesses can only extract usually through a mobile app, enter technology payment details once for repeat payment data – and often only allows for one channel – an EPoS system purchases,” says Mr Liset. aggregates all your key business “Think ‘one-click’ ordering or customers to metrics in one place on the Cloud. speaking to a digital assistant to settle their “This includes booking order your meal. Invisible payments bill from the are already used by almost half information, customer profiles and table via past behaviours, for example, as (46 per cent) of millennials to well as your transaction data. All card, quickly buy goods and services – and we this MI provides QSR and foodand easily expect this proportion to increase to-go outlets a single view of the in the future.” customer across all channels,” adds Mr Liset. What are the latest trends in Smart restaurants and vendors can capitalise on this data to, for instance, terms of EPoS technology Today EPoS solutions are no longer focused ensure inventory is at an optimal level based around cash and payment processing. They on purchasing patterns and push targeted

Contributors • Tejal Patel, Marketing & Communications Manager, 3R Telecom • Greg Liset, Head of Propositions - POS Solutions at Barclaycard • Peter Scovell, Head of Marketing, ICR Touch • Peter Moore, CEO, Lolly • Steven Rolfe, Managing Director, pointOne EPoS • Shaun Puckrin, Chief Product Officer, Worldpay UK • Kevin Greene, International Product Manager, CBE Solutions

are now a critical component of any busy quick service or casual dining operation. “In fact, many businesses are building their entire operation around their EPoS solution,” adds Mr Rolfe. “Operators need to be aware of this when selecting a new solution, and consider vendors that offers new technologies that may directly influence their business in the future, such as self-service kiosks, cashless operation and new integrations such as driver management.” In the last few years we have seen restaurants branch out to maximise their profits by offering online takeaway services such as TouchTakeaway and JustEat, and having these delivered by specialist delivery services like Deliveroo. “Technologies such Issue 54 March 2018

Talking Tech | EPoS

as online reservations are becoming more popular too, as well as customer facing kiosks and collection points that speed up the customer service and reduce staff,” says Mr Scovell. “Digital menu boards such as TouchMenu have also seen a great boom as display hardware becomes more cost-effective to install. In traditional QSRs, Chip & PIN now has much more of a presence than it did 2-3 years ago, this is mainly due to the speed and ease of contactless payments. Additionally, at ICR Touch they are also seeing the more savvy business owners using their online revenue reporting tools such as TouchOffice Web to track stock, manage staff and use new insights to run their business more efficiently. 2017 was the year of convergence and systems integration; at Lolly they have seen a number of payment providers looking into EPoS, and vice versa. “And because of this app or other mobile payment methods to the market has become more efficient and settle the bill in restaurants was a positive seamless - serving more customers, faster,” experience over all, further highlighting the says Peter. “Hospitality providers are always need for flexibility and technology in the looking to create the best in class when it industry,” says Shaun. comes to the technology they provide, with “Our research found that consumers a focus on customer retention. do not want to queue for longer than five “Lately we have seen a surge in selfminutes. In fact, male customers are less service, where fast food outlets are patient than their female counterparts. encouraging customers to order and pay for “With this in mind, operators that work food without the intervention of a member to reduce the queuing time in their stores of staff, this is certainly a trend that are likely to benefit that those that will grow,” adds Peter. operate in a traditional food –to“Merchants are also investing in go model.” Our research portable pay points to bust queues shows that How can businesses see and serve customers faster. This is impacting on a reduction in the two-thirds a return on investment number of people who leave an of 21-34 from their Epos outlet without ordering and so year olds system/digital signage? increasing the bottom line.” would prefer “Through the speed of service, and Worldpay note that they have witnessed two major trends this to pay via the till’s ability to take orders – year, the first is MPoS (Mobile self-service, faster,” says Peter Moore. “Being able to track events through the Point of Sale) technology. “This instead of PoS should also help to reduce offers greater flexibility to quick paying a incidents of fraud, and a till system service businesses,” says Shaun that sends relevant information to Puckrin. person the Cloud can also help a business “With mobile point-ofto monitor all sales in real time. sale, operators have the option to take “With product information, pricing, orders from anywhere on the restaurant stock levels, trading history and customer floor, bringing forward the first point of engagement with customers, whilst speeding information saved securely in the Cloud, staff and management can access vital up the service process by allocating more information at anytime, anywhere, using any physical counter space to the serving area.” device - helping them to plan for the days/ The second trend Worldpay have weeks ahead,” adds Peter. witnessed is mobile payments. “Alongside “As the till software updates and the flexibility of taking the point of payment maintenance is delivered directly from the mobile, it has been found that 88% of UK Cloud the merchant is able to save on nonconsumers stated that using a smartphone 62

Issue 54 March 2018

essential in-house resources and investment in servers and other IT equipment onsite. “All of their software and support is taken care of by experts in their industry leaving them free to focus on delivering their services to their customers.” For Tejal there are three key aspects that will ensure your return from an investment in EpoS. They are; • Customers - Build an ever growing community of loyal shoppers. Businesses are able to retain information and history of purchases to learn more about your customers and what they buy. Entice and increase sales with a rewards program for your customers. • Inventory - Easy management of stock levels. Effectively reduce unnecessary investment while protecting against out of date stocks by tracking on-hand, on-orders, and shipments. • Ecommerce - Grow your business by reaching a wider audience. Set up shop on the web with ease and securely, providing you with peace of mind as it ensures full protection for your business.

What does the future hold for EPoS systems? The future of EPoS systems needs to match up with the demands of the modern consumer, which is self-service. “Our research shows that two-thirds of 21-34 year olds would prefer to pay via self-service, instead of paying a person, “ says Shaun. “By not offering such a service, restaurant operators are potentially missing out on a large and

EPoS | Talking Tech

brand-loyal customer base. Adding; “When looking at the longer term, the QSR sector is based on the principle of quality food served fast, so operators also need to consider how to implement a quick and efficient service in their ordering area too. “By reducing the burden on staff and allowing them to take up other posts around the restaurant, businesses can offer an even more tailored customer experience.” As more payment methods come to the market, consumers are looking for ultimate speed and convenience. At Worldpay, they are witnessing restaurant owner’s benefit from multiple forms of payments - from contactless payments, to payment apps and self-service payment options. It is therefore vital that even the smallest business is able to enable their customers to pay how they want, to continue meeting customer expectations. A core technology that has developed in recent years is self-service, along with this emerging technology we are seeing more examples of order and collect with new mobile apps continuing to launch to market,” says Peter. “We expect to see more third party

service integration such as payment options, customer loyalty and customer focused apps. Anything that helps merchants to predict customer behaviour and up their game to provide the best in customer service will be in the spot light.” “Technology cannot help with how good the ciabatta, baguette or wrap tastes,” adds Steven. “But there is specific hospitality technology being developed that can enable you to get your customers spending more money. “This includes, increasing brand loyalty

by offering an excellent experience instore and online, enabling ‘on point’ payment solutions at point of sale, increasing SPH (spend per head) and deploying new marketing campaigns based on real customer sales data. Steven concludes; “EPoS systems continue to evolve and as they do operators need to aware not only of their requirements today, but what thy may need in the future. Integration and a platform that is able to continually develop to meet these needs will be key to achieving this.” QB

Issue 54 March 2018

Avoiding Fire Hazards

Avoiding

F i r e Hazards Copyright: <a href=’https://www.123rf.com/profile_robig’>robig / 123RF Stock Photo</a>

“The safest way to deal with fire is to prevent it”

Issue 54 March 2018

Avoiding Fire Hazards

Issue 54 March 2018

Avoiding Fire Hazards ires in commercial kitchens are unfortunately common and the effects on a business can be devastating. Therefore ensuring that your business small or large is fully protected with the correct equipment and necessary legal paperwork and training, is of the utmost importance. UK government statistics prove that professional equipment such as fryers, cookers and industrial ventilation systems combined with flammable materials such as cooking oil, can be a recipe for disaster. And in February The London Fire Brigade issued a safety reminder to restaurant owners to make sure their extraction systems are kept clean after a fire at a restaurant in in the event of fire,” says Chris. Hanworth Road, Hounslow. “This includes fire extinguishers, fire alarm Six fire engines and 35 firefighters and systems, emergency lighting and depending officers were called to a fire at the restaurant on the size/nature of your kitchen, your fire with flats above. suppression system. Part of the ground floor, almost half of a “It is important that all staff are aware of the flat on the first floor, a small part of the roof risk of fire. This is done through ensuring all and all the ducting from the ground floor staff have received fire safety training,” adds to the roof were damaged in the fire. There Doug. “This training includes identifying the were no reports of any injuries. risk of fire, familiarisation of the different The Brigade’s fire investigators believe types of fire and the correct extinguisher the fire started in the ducting on the ground to use, and can also include hands-on floor and was caused by a build-up of fat and experience of operating a fire extinguisher in grease deposits. a controlled environment.” A London Fire Brigade spokesperson said: Doug explains that a member of “The fire spread via the restaurant’s staff should also be designated with ducting. fire warden responsibilities. “Training “This serves as a timely reminder to all should be provided for this role, restaurant and takeaway owners as fire wardens have additional to always take care to make sure responsibilities related to the their extraction systems are kept Fryers, cookers provision and maintenance of clean. fire-fighting equipment, and also “A build-up of fat and grease and industrial when the fire alarm sounds.” within the filters can lead to a ventilation Ian agrees explaining; “Make fire.” systems combined all staff aware of the risks and We speak to three of the with flammable advise on the precautionary leading industry voices in the fire prevention sector, who give materials such as measures to be taken installation their insight into the latest in fire cooking oil, can of an automatic fire system reduces not only the risk of fire safety regulations and how you be a recipe for spread to the rest of the building can fully equip your business to disaster but keeps staff and customers prevent fire. safe. “It ensures staff do not have to approach a fire with potentially the wrong methods or What pre-cautions should wrong equipment,” adds Ian. all food businesses make to Ensuring the premises are protected reduce fire risks? with fire safety measures, as identified in “As with a suitable fire risk assessment and their fire risk assessment is also critical. keeping this up to date (e.g. if the kitchen/ Doug continues; “This is likely to include dining area layouts change your assessment the correct type and positioning of fire should be reviewed), all of the previously extinguishers, a working fire alarm system, mentioned systems and provisions should be and placement of fire blankets. maintained regularly to ensure they will work Adding; “Regular servicing of fire 66

Issue 54 March 2018

Contributors • Ian Bartle, Managing Director, Nobel Fire Systems Ltd • Doug Agnew, Business Development Manager at Abbot Fire Group • Chris Auger, Schemes Manager, BAFE

protection equipment, including a weekly test of the fire alarm which needs to be recorded in the business’ fire safety log book, ensures that all equipment is in working order, and can be relied upon if needed.”

What are the main dangers when it comes to fire safety? Main fire safety dangers are obviously the potential risk to loss of life or major injury. Most of the time this is avoidable with the right fire safety procedures in place and being adhered to. “Specific dangers will relate to how you operate within your building and a thorough risk assessment by a competent fire risk assessor and subsequent works required will ensure you have provided a safe environment to work in/visit,” says Chris. “Complacency is also a major factor when it comes to fire safety. Thinking it is someone else’s problem and leaving remedial work are factors which can have a detrimental effect on fire safety.” Staff not being aware of fire safety and the things that can be done to minimise the risk of fire adds Doug. He continues; “Staff also need to be aware of the emergency evacuation procedures, this ensures they know how to evacuate calmly and safely in the unlikely event of a fire.

Th e

What should you look for to determine competence when choosing ﬁre safety service providers?

er w ns

Third Party Certiﬁcation

All BAFE Registered Organisations are third party certificated in one or more specific areas of fire protection. Use BAFE to find third party certificated competent organisations to help meet your fire safety obligations.

www.bafe.org.uk Promoting Quality in Fire Safety Issue 54 March 2018

Avoiding Fire Hazards “Companies not implementing the fire safety precautions highlighted as required in their fire risk assessment can also be a danger,” adds Doug. “As this can result in premises not being covered by suitable fire safety precautions.” “Fires should only be approached by trained personnel,” reiterates Ian. He adds; “Fires on cook lines can be particularly dangerous to approach and using the wrong extinguisher or trying to approach a fire with a fire blanket exposes people to serious potential of injury.”

Why is a full fire assessment essential for any business? “A fire risk assessment is a legal obligation under the Regulatory Reform (Fire Safety) Order, often referred to as the RRO,” says Doug. “This assessment is the starting point for your fire safety prevention strategy. The assessment will look at your existing fire precautions, in addition to other factors within your business. “It will identify if current fire precautions are adequate, and highlight any areas which may be missing or not covered by suitable fire precautions. It is crucial to ensure your fire prevention strategy suits your business needs.” Ian agrees adding; “Until you complete a full risk assessment there may be sections of the business or area of risk that end up missed or under-considered. Whilst the cook line and cooking appliances present the obvious first risk and primary source of fire you have to consider paths to and from that obvious area. For example what about the extract system that heads away from the canopy above that cook line? “This path, be it short to outside or long through other sections of the property

present a hidden fire load,” he continues. “Fats and grease from the cooking process are drawn into this area and deposit in depth along the full length of the duct work. Part of the assessment is to assess the cleaning regime and to consider the need for extending fire protection into those inaccessible grease laden sections.” “According to the FPA (Fire Protection Association)/RISCAuthority statistics 53% of fires in food and drink establishments and 66% in other restaurants/cafes are accidental,” adds Chris Auger, Schemes Manager at BAFE. “With a quality fire risk assessment of your premises any systems and provisions required can be implemented to prevent any avoidable fire risk creating a far safer working environment.”

Fire risk assessment – the steps: 1. Identify fire hazards 2. Identify people at risk 3. Evaluate, remove, reduce and protect them from risk 4. Record, plan, inform, instruct and train 5. Review

What equipment should all food businesses install or purchase to reduce fire risks? The risk of a fire can be reduced through good kitchen management, cleanliness and operational diligence will enhance the safety. Ian explains; “A robust and quantified deep cleaning of not only the parts that can be seen but the extract air handing system as a whole will pay dividends in reducing the

fire load. However due to the very nature of a kitchen environment the risk of fire can never be eradicated completely. He adds; “There are active fire systems available and for a moderate cost can automatically detect and extinguish a fire that starts on the cook line. “Nobel Fire Systems also offers a system that can follow that risk all the way to roof level through the extract duct, extract fans or other filtration plant so at the push of a button, or on automated fire detection fights fire in the area needed.” “No two buildings are the same and the type of equipment used will depend on the purpose and use of the building,” adds Chris. “Equipment and systems that should be installed are really dependent on the initial fire risk assessment to ensure these are correct for your premises. “Appointing a competent fire risk assessor early in the process can help the development of your business running smoothly knowing you are providing the right systems and provisions early.” Specific requirements for individual businesses will be identified by the fire risk assessment. However, it’s likely that all food businesses will have fire extinguishers suitable for the type of fire risk, a fire alarm system, and fire blankets. Additionally for larger commercial kitchens, a kitchen fire suppression system should be considered. Doug explains; “When a fire breaks out a kitchen fire suppression system can respond automatically within seconds. “The nature of an automatic fire suppression system ensures that premises are protected 24 hours a day, 7 days a week. The extinguishing agent in an Ansul kitchen suppression system is equipment friendly, resulting in an effortless clean up. This enables a business to start operating again quickly after a fire, without prolonged periods of closure.”

What documents, courses and checks should business operators keep up to date with to ensure safety? “It is important to maintain good cleaning records and documentation on the cleaning regime undertaken,” says Ian. “Staff should be trained on the safe use of fire extinguishers and a written risk assessment by a qualified professional will point out areas that need attention.” In fact it is now the law that business owners and managers undertake a written 68

Issue 54 March 2018

www.nobel-fire-systems.com risk assessment under the RRO- The Regulatory Reform Order. Ian adds: “Since its inception there have been massive fines and even cases of imprisonment for failing to carry out a risk assessment and then acting on the risks outlined by that document.” The legal obligations that must be followed in terms of checks and fire safety include weekly testing of your fire alarms. Doug explains; “Fire extinguishers should have a monthly visual inspection, usually by the designated fire warden within the business. “Fire extinguishers and fire alarms should have an annual service. For businesses with kitchen suppression systems, these also need a bi-annual service. Additionally ensuring evacuation routes, and final exit doors are not blocked are part of the daily checks within a business. “This is in addition to ensuring that fire extinguishers are not removed from their designated location,” adds Doug. “Always look for a BAFE registered company to undertake your fire alarm and fire extinguisher servicing.”

Is the risk of fire lurking behind your counter?

What implications do businesses face if they don’t take the appropriate actions to avoid fire hazards? There are multiple repercussions to having poor fire safety provisions in place but the major ones are loss of life or injury to staff/visitors plus the added risk from losing business as a result of fire. “Within current legislation, you are permitted to provide your own company fire risk assessment if you feel confident you can fulfil this, but this could be a difficult task for caterers and restaurants due to the specific knowledge and equipment needed,” says Chris. “You can only identify risks you are aware of and how can you be confident you have provided a suitable assessment according to the law? If the assessment is insufficient, the person responsible for fire safety within your business can face an unlimited fine or up to two years in prison. This is only part of the implications your business may be effected as this could lead to further investigation of your fire safety and general safety hazard prevention. Competent providers should always be used and it is important to look for their third party certification within the area of fire safety you require. “Always check your chosen companies to see this certification, competent and quality companies will be happy to make this information available,” adds Chris. “Even a small fire can have a huge impact on a business operation, resulting in down time, and loss of earnings,” says Doug. “Many small businesses who experience a fire find it can mean the end of their business and they cease trading. In a worst case scenario, someone could die as the result of a fire. He adds; “If the health and safety executive deem that businesses are negligent in their fire safety precautions, they can be prosecuted.” “Not only business owners but the managers of businesses will feel the full force of law if Risk assessments are not undertaken and then acted upon,” adds Ian. “Fire precautions are no longer a nice to have they are a legal obligation.” QB

Think about it. Naked flames, gas lines, cooking fats and grease that rapidly accumulates in ventilation ducts. Add to that, equipment that includes fryers, griddles and ranges, and the danger of a fire is always right there! That’s why many of the leading food-to-go and QSR establishments across the world have installed the K-Series kitchen fire suppression system in their establishments. Key benefits include;

• Meets all user and regulatory requirements • The only electrical system available (not mechanical) • 24 hour remote monitoring of system and reduces servicing to annually • Fast installation, minimum down time • All stainless steel components, enhances working life, looks great • Full protection to all cooking appliances, extract canopies and duct work • Low lifetime costs

Nobel Fire Systems Ltd E sales@nobel-fire-systems.com T +44 (0)1706 625 777

Nobel Food Ad Feb 18.indd 1

Issue 54 March 201802/02/2018 | 69 16:41

LEGAL

What to do about a bad review In the age of Uber Eats, Deliveroo and TripAdvisor, our next meal is only a swipe away, every customer an expert and word of mouth spreads faster than the speed of a dial-up connection. Studies show that as many as 70% of customers under the age of 34 decide what and where to eat based on online reviews while two-thirds of all customers form an opinion after reading only four. Good or bad, truthful or otherwise, reviews matter and managing them should not be an afterthought. In this article Morgan Wolfe, trainee solicitor in the Dispute Resolution team at City law firm Goodman Derrick, offers some practical and easy to action tips on minimising negative reviews, leveraging the positive ones and protecting your commercial reputation from the digital naysayers. Respond quickly Studies show that over 40% of online consumers expect a response to a complaint within an hour. That may not always be feasible but do your best to respond in a timely fashion. Read reviews regularly and carefully. You shouldn’t necessarily take up every suggestion but ensuring your customers feel heard can go a long way toward soothing any bruised goodwill and may even strengthen your business. 70

Issue 54 March 2018

Don’t be defensive Our brains are hardwired to focus on the negative. That explains why customers are more likely to share bad experiences than good ones. A bad review can really get your hackles up but resist the urge to attack publically. Be polite, don’t blame the customer and, where appropriate, explain the situation, bearing in mind that the complaint may be based on a misunderstanding. Maybe it’s you, not them If you notice a pattern in negative online reviews, consider what could be contributing to the perception. Imagine being in your customer’s shoes. Why are they seeing things this way? What can you do to make it right, even if you’re not technically in the wrong? It’s unrealistic to expect five stars from everyone, but multiple references to the same issue could signal a systemic problem. Choose review sites with care When someone visits a review site, they expect honest feedback and are rightfully suspicious of paid reviews. Fast Company’s Chris Terrell advises businesses to select sites whose rankings are based on reviews from past customers, not advertising, and to consider using an industry-specific site which screens member businesses and verifies all ratings and reviews before publishing them. See them in court? A review which negatively affects the reputation of your business might be defamatory in the legal sense, but that doesn’t mean you should go to court. Defamation

claims can be difficult and expensive to prove. Not only must you show that your business suffered (or could suffer) financially, but the person who made the statement (if you can find them) can plead a defence of telling the truth (no matter how bad) and/or honest opinion (no matter how subjective). If someone posts “false words” about you, your property or business and does so with harmful intent, in theory this might give rise to a claim for malicious falsehood. You don’t need to show reputational damage, but you must prove that the statement was false and made with “improper motive”. In either case, you have one year from the date the comment or post was first published to make a claim and the usual remedy, if you win, is a monetary award of damages which may be very modest. A simpler, less risky and more cost effective solution may be to ask the website on which the comment was posted to take it down. Yelp, TripAdvisor, Facebook, Google and others have facilities for reporting inappropriate content which can be found in the help and support pages (make sure to read the guidelines and terms). Many also offer advice on how to optimise your listing. A robust reputation management strategy is considerably cheaper, and arguably less damaging to a commercial reputation, than a public and protracted court battle. Authentic reviews posted on reputable sites will go a long way toward engendering customer trust and loyalty and overcoming the potential damage of a (hopefully) few, rogue comments. You can’t control what people say about you, but you can take proactive steps to shape the narrative.

ACCOUNTANCY

VAT registered? Time to switch to digital!

HMRC are implementing “Making Tax Digital” from 1st April 2019 and if you are not already using cloud-based software, this will have a significant impact on your bookkeeping. What does this mean for your business? If your VAT return is currently submitted by logging onto the HMRC website, from April 2019 you will no longer be able to do this. Instead your VAT return must be filed using accounting software which keeps a digital record of your business transactions. This means that HMRC have forced VAT registered business to cease using handwritten books or spreadsheet records for their bookkeeping. Within a year or two this will also apply to all accounting and tax information and to businesses below the VAT threshold. McPhersons have been assisting clients with the transition and clients are finding that our cloud based accounting package has significant benefits including:-

• Capturing receipts and payments from

the bank account directly;

• Using smart phones to photograph

receipts and having them filed straight

into accounts software;

• Seeing financial results 24/7

from a PC, Mac, tablet or smartphone;

• Creating and sending quotes and sales

invoices easily;

• Taking stress out of the bookkeeping process; • Ensuring accounts are always up to date; • Enabling tax planning; • Being able to plan for tax payments

well in advance; and

• Throwing away all the paper currently

kept on file!

McPhersons are cloud accounting specialists and offer a variety of options to ensure the transition, and clients’ ongoing bookkeeping, is as easy and painless as it can be. We also provide one-to-one training and/or group training classes to help clients become familiar with the package and to ensure they get the most out of it. This is supplemented by online videobased training and our ongoing support which will normally be free of charge. My business is below the VAT threshold – what do I have to do? Businesses and landlords with a turnover below the VAT threshold will not have to move to the new digital system until at least 2020, although there are significant advantages to switching to online accounting (see above). Contact our tax department for advice of holiday lets, rent a room or buy to let properties. www.mcphersons.co.uk. Issue Issue 50 December 54 March 2018 2017

PROPERTY

Our property pages highlight businesses for sale, nationwide!

Sandwich Shop, Central Location Tunbridge Wells, Kent Price: £27,500

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Great café with prime location, selling because of other business demands. Close to Oxford Street station and surrounded by busy offices.

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Coffee Shop Sidmouth, East Devon Price: £39,950

The impressive open plan use of the original building also includes a mezzanine master bedroom, 2 further bedrooms and 2 luxury bathrooms. The very special home is moments away from the thriving coffee shop business, established by the current owners - it attracts walkers on the Coast to Coast route, and happy holiday-makers, as well as loyal local customers. uk.businessesforsale.com

Coastal Coffee Lounge occupies a lucrative and prominent trading position in the main shopping thoroughfare of Sidmouth, within 100 yards from the seafront and beach. In the highly regarded Regency coastal resort of Sidmouth, this coffee shop offers potential for new owners to develop their own personal trading style. www.stonesmith.co.uk

Issue 54 March 2018

PROPERTY

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UNDER 100k

UNDER 90k

UNDER 95k

Hotel & Restaurant

Fish and Chip Takeaway

Thai Takeaway

Millbrook, Cornwall

Buxton, Derbyshire

Bar and lounge area. Restaurant seating 40. Commercial catering kitchen and ancillary facilities.

Central property, 2 storey lock-up takeaway. Commercial kitchen, potato room and office.

Will appeal to those with experience, lots of potential for growth.

Price: Leasehold £95,000

Price: £90,000

Price: £85,000

Details: www.stonesmith.co.uk

Details: uk.businessesforsale.com

Tavistock, Devon

Issue 54 March 2018

DATES FOR YOUR

Diary

Hotelympia 5th -8th March, , ExCeL London Hotelympia 2018 will equip visitors with products, trends and innovations to develop their businesses. It is the place to be to source new products from the great volume and variety of suppliers - more than any other comparable UK show. As well as the latest product innovations covering equipment, food and drink, interiors & tableware, and technology, Hotelympia is set to unveil a variety of new exhibitors, attractions and business opportunities.

Scot Hot 15th-16th March, SECC, Scottish Exhibition and Conference Centre Launched in 1973, ScotHot is Scotland’s largest hospitality, tourism and catering show. It brings together key buyers and decision makers from top hospitality and catering establishments, with a wide variety of suppliers from all areas of the hospitality, tourism and catering industries. To mark this milestone, ScotHot 2013 is buzzing with new attractions, products and competitions as well as featuring much loved favourites such as the prestigious Scottish Culinary Championships and the World Junior Culinary Grand Prix.

Food and Drink Expo 2018 16th-18th April, NEC Birmingham

ISSUE Cold Drinks Review

Mobile & Outside Catering

Our overview of some of the latest offering from the Cold Drinks Industry. We feature and review new entrants into the market, as well as some of the most recognised names in the industry.

With businesses such as Pizza Pilgrims becoming overnight celebrities thanks to their food trucks, the scope for caterers to find success in the world of outside catering is huge. We assess the options available for those looking to grow or begin their business by going mobile. From burgers to pizza, the options are endless, outside catering is where it’s at!

If you would like to submit your product into the review please contact: susannew@mvhmedia.co.uk

For two decades Food & Drink Expo has provided a vibrant platform to touch, taste and experience an exciting and eclectic mix of undiscovered brands and household names alike - and the 2018 show will be no exception. Food & Drink Expo 2018 will help hundreds of companies showcase their wares. Buyers and decision makers across the whole industry, from grocery, wholesale and speciality retail to foodservice and manufacturing, will converge to uncover the hottest trends, latest product launches and the industry’s vision for the future.

Issue 54 March 2018

Improving Kitchen & Food Hygiene Good food hygiene is essential for businesses to make or sell food that is safe to eat, therefore it is very important for businesses to understand what good food hygiene is. We investigate how business owners can maintain proper cleanliness and what products are available to help them achieve it.

Mobile Ordering Mobile Ordering is making a big impact on fast food, it’s easier and more convenient for customers to order via their handheld device and technology is quickly adapting. More brands are now relying on delivery, and thanks to its growth mobile ordering is becoming more important to the fast food industry. We find out how you can make the most of mobile.

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