CRFN Fall/Winter 2024

LOOKING AT LOYALTY

Today’s guests are looking for more than just a meal - they're seeking an experience that feels personal and memorable. They want to

Canadian Restaurant Foodservice News & &

AS THE COLD WEATHER ARRIVES…

And the end of the year approaches, it’s time to take a look at the successes and challenges that today’s foodservice professionals are experiencing. Our fall/winter 2024 edition features timely issues such as keeping restaurants clean and sanitized this season, mastering social media marketing, and more!

What’s trending on menus? From the fastest-growing flavours to health and wellness, we cover what’s picking up speed on Canadian menus. Traffic is topical, too, as we plan for fall and winter, seasonal slowdowns, and navigating restaurant operations. We uncover how restaurants that remain disciplined, prioritize the customer experience, and adapt quickly to the shifting economy will have a clearer path to success.

Tipping has been a hot topic, and we offer advice on managing tips effectively to maintain employee satisfaction, foster trust with customers, and ensure compliance with complex legal requirements. We also look at today’s top tech helping operators to get ahead with tools that help manage inventory control, staff scheduling, bookkeeping, social media, and more.

Our cover story delves into the topic of loyalty, featuring a roundtable of experts who weigh in on what motivates members, how operators can make the most out of technology, and how to best stand out among a sea of foodservice loyalty apps.

Our featured Canadian Trailblazer is Naan Kabob, a company that has taken on the task of supporting the city’s warming centres by providing fresh meals to people in need, leading the way with a community-focused approach to business.

This issue’s Chef Q&A explores Chef Nuit Regular’s journey from chef to author and beyond. Leaning into her tradition and authenticity, Chef Regular shares her inspiration, her passion, and her love for cooking.

Our Culinary Federation insert, À la Minute, recaps recent events including a culinary competition in Winnipeg, a Young Chef trip to Cleveland, and the Thistletown Chef’s Harvest Party.

As the end of the year approaches, we are excited to look back at 2024 and ahead to an inspiring 2025.

Can’t wait for you to read this issue!

Jessica Brill jessicab@mediaedge.ca

PUBLISHER: Chuck Nervick chuckn@mediaedge.ca

EDITOR: Jessica Brill jessicab@mediaedge.ca

DIGITAL MEDIA DIRECTOR: Steven Chester stevenc@mediaedge.ca

ART DIRECTOR: Annette Carlucci

GRAPHIC DESIGNER: Thuy Huynh

PRODUCTION MANAGER: Ines Louis inesl@mediaedge.ca

CIRCULATION INQUIRIES: Adrian Holland circulation@mediaedge.ca

CONTRIBUTING WRITERS: Emma Balment

Katie Belflower

Mila Holosha

David Hopkins

Jacob Mancini

Sander Meijers

Afshin Mousavian

Vince Sgabellone

Adoniram Sides

Marissa Tekirian

Jason Bangerter

Executive Chef, Langdon Hall Country House Hotel and Spa

Donna Bottrell, RD Owner, Donna Bottrell Food Consulting

Andrea Carlson Chef/Owner, Burdock and Co.

Connie DeSousa and John Jackson Co-owners/chefs, Charcut/Charbar

Jeff Dover Principal, fsSTRATEGY

Ryan Marquis Corporate Chef, CW Shasky

Gary McBlain

National Director of Culinary ServicesAmica Mature Lifestyles Inc.

Brent Poulton CEO, St. Louis Bar and Grill

Doug Radkey Owner and Director of Operations Key Restaurant Group

Matt Rolfe CEO and Hospitality Leadership Coach/Speaker, Results Hospitality

Brown

VICE PRESIDENT: Chuck Nervick

ONE MEAL AT A TIME

Exploring Naan Kabob’s community-focused approach to business

By Jessica Brill

In today’s economy, poverty, hunger, and homelessness in Toronto – and many other places – are at an alltime high. In the spring of 2023, Toronto City Council declared a homelessness emergency, and several other municipalities have since made similar declarations. Food insecurity continues to rise, with 2023 reports confirming that food banks across the country received nearly two million visits in March of last year alone, up 79 per cent from 2019. In addition, almost one in four Canadians are now facing food insecurity, affecting working and non-working families living above and below the poverty line.

In an effort to help address this crisis, Toronto’s warming centres are located throughout the city to provide shelter when temperatures reach minus five degrees Celsius, or when Environment and Climate Change Canada issues a winter weather event warning. These centres provide pet-friendly shelter and warmth with resting spaces, washroom facilities, referrals to emergency shelters, and meals.

SERVING WITH PURPOSE

Even as many restaurants continue to struggle with post-pandemic recovery, some businesses are doing whatever they can to help their neighbours with community-led initiatives that make a difference. Along with offering traditional delicious Afghani fare throughout Toronto, Naan Kabob has taken on the task of supporting the city’s warming centres by providing fresh meals including rice, kebobs, and naan to people in need.

“Our city is facing tremendous challenges these days with many people struggling for access to food and shelter,” says Fahim Ahmadi, VP, Marketing & Development (as well as

“Giving is its own reward and that’s the message we want to spread and the mantra that we lead our business with.”

one of the title partners and founders) at Naan Kabob. “It’s not just talk or marketing, we really want to make an impact and see results with our efforts.”

Founded in 2010, the company has grown to include 10 Toronto locations to date. Leading with passion and compassion, Naan Kabob is focused on connecting people with good food and culture, making it their mission to ‘make people feel at home.’

How did this partnership develop? Ahmadi makes it sound simple, “We built great relationships with the organizers, made a plan, and took action,” he says.

“It’s our responsibility to help the community however we can.”

It starts with a passion, he says. As homelessness and food scarcity continue to climb, communities need to band together to help those in need and work to make things better. “It comes from the heart, the desire to help the community in the way we know how.”

MAKING A DIFFERENCE

“This sort of initiative really speaks to the type of business we are. We are creating a culture that resonates with our staff and our business,” says Ahmadi. Not

only has this initiative impacted those on the receiving end of their efforts, but it has also inspired others to get involved and give back. “We are hoping to give other businesses the idea to get involved in their own communities and help support the needs of their neighbourhoods,” he confirms.

Getting their teams involved has helped to create a positive, responsible culture within their business, as well as a passionate, community-focused team, encouraging their team members to ask, “How can we do more?” The company has seen first-hand that doing good work inspires more good work, empowering more people to make a difference in their own way. This ripple effect has helped motivate the team to see what more they can do for the community.

Preparing hundreds of meals at a time is not an easy feat, with kitchen and staff sizes presenting a challenge, but the Naan Kabob teams have worked hard to support each other and reach their goals. As staff meet the people receiving the food, they learn more about the community and build relationships with their neighbours. “This creates a culture of respect, value, and ethics. It shows everyone that with the right intention, you can make a real difference,” says Ahmadi.

LEADING THE WAY

How can other businesses get involved in helping their own communities? Start by assessing the needs, determine what is missing, and figure out how you can help fill a void or solve a problem. “It’s easy to make something more complicated, but it can be a challenge to simplify a complex problem,” says Ahmadi.

While getting involved may seem daunting at the onset, Ahmadi recommends starting on a small scale and developing an idea for a project that inspires you. It can be as simple as providing soup in your area through the colder months for a few days a week to see what a difference you can make with a small, manageable gesture.

Once you start to see results, determine how best to continue to grow your efforts for maximum impact. It’s about the community, so

collaboration is key. No one business can solve everything. Partnerships are important and working together is vital to get attention for your cause, call on volunteers, and make a significant impact.

“I would suggest you really have to believe in the cause. With good intentions, good follows,” says Ahmadi.

While there’s no exact formula for giving back, businesses need to be strong leaders with core values, creating initiatives that resonate with your mission, your company, and your community.

LOOKING AHEAD

Naan Kabob plans to continue its community-focused approach, carrying on with its global goals to provide fresh water, work with food banks, and more, along with supplying

the warming centres with hot meals throughout the colder months. They are committed to this initiative, to keeping the momentum and staying focused, working towards increasing their impact. “Being more effective, more efficient, and staying consistent in our goals is what we’re planning,” says Ahmadi. “We are passionate

about making a difference and this is the path we are staying on.”

Ahmadi continues, “Giving is its own reward and that’s the message we want to spread and the mantra that we lead our business with,” as Naan Kabob helps address food scarcity in this city, one meal at a time.

Q & A CHEF NUIT REGULAR

FOCUSING ON AUTHENTICITY AND TRADITION IN HER CULINARY JOURNEY

By Jessica Brill

Photo by: Jelena Subotic

Chef Nuit Regular opened up her first restaurant, Curry Shack, in Pai Thailand in 2003, working as a nurse by day and taking on the role of chef by night. While cooking began as a family chore, helping her mom in the kitchen built the foundation for her recipes, flavours, and the love she now pours into her restaurants.

After coming to Canada in 2006, Chef Nuit opened her first restaurant in 2008, finding that the traditional ways and the lessons she learned from her mother became a comfort and a way to connect with her family. As the first Thai Select Ambassador for Canada, Chef Nuit runs several awardwinning restaurants in Toronto, spending some of the time she enjoys most sharing and educating guests about the flavours and ingredients in true Thai cuisine.

We chatted with Chef Nuit about her culinary journey, what inspires her in the kitchen, and some of the milestones she’s achieved along the way.

This interview has been edited for length and clarity. Photo by: Unbound Productions

CRFN: What is your cooking philosophy and the vision for your restaurants?

Regular: My philosophy centres around quality over quantity. Everything that I do is carefully crafted with love to showcase my traditions and authentic Thai cuisine to stay true to the flavours of the food. For the restaurants, I want my guests to experience the unique way that I grew up and the traditional cooking from my heritage.

Some of the traditional ingredients are not as readily available or as commonly used in Canada. When I first started, some guests thought that my ways were too different, that I wasn't preparing Pad Thai in the way they were used to, but I have stayed true to my roots and the authentic flavours in making dishes that come from my heritage. I love sharing my traditions with the guests in my restaurants!

CRFN: You have participated in several television cooking shows and competitions, including Network Canada’s Wall of Chefs last year. What was that experience like?

Regular: It is so much fun to be included with other chefs in these environments. On Wall of Chefs, we were teaching, sharing, and learning from one another. To see the creativity and passion of the contestants and the other judges is so inspiring. It takes a lot of time and effort, but it is so rewarding, and I have been so grateful to be able to participate in these opportunities.

CRFN: You published your first cookbook, kiin, in 2020. Can you describe that process?

Regular: This was a dream come true. The cookbook, for me, is a time capsule that allows me to bridge the

Photo by: Unbound Productions

past and the future. Being able to write recipes and share stories with others has been a long-time dream. I was so honoured for the book to have won an IACP Cookbook and a Taste Canada Awards Gold Winner in 2021, as well as receiving other accolades and becoming an Amazon bestseller.

The cookbook links my past and my future, leaving a legacy for my children and allowing me to share my culture and my heritage with them. In the past, my children have asked me to share my favourite recipes with them, and that sparked the idea of the cookbook as a place where I could pass on my authentic recipes and flavours in this treasure to share with the next generation.

CRFN: Do you have a favourite dish on the menu right now?

Regular: It’s almost impossible to choose, I cook depending on my mood, my emotions, and the

availability of the ingredients I can find, so it depends on the time of the year and how I am feeling. I can’t choose a favourite; I love every dish and am passionate about everything that comes out of the kitchen.

CRFN: What fuels your passion in the kitchen and what’s next for you and your culinary pursuits?

Regular: My passion for creating and learning is fed and gets stronger every day. I am someone who is always looking to evolve and learn, full of curiosity. I am always working on something.

People ask me how I can continue to do what I do, but the customers are a big part of that passion, including connecting with guests and getting their feedback. Cooking is about sending out love, and people receiving it and sending it back to you. I have so much appreciation for the guests and their kind words and connection. I am fueled by the love for what I do and the happiness it brings.

24_010877_CN_Restaurant_n_Food_Service_News_FALL_WNTR_CN Mod: September 20, 2024 9:42 AM Print: 09/27/24 page 1 v2.5

From macro to micro

How dominant menu trends are evolving in new ways

By Katie Belflower

microThe rapidly evolving foodservice landscape is a perfect playground for trend exploration, and current data can help us better understand and uncover trends within food and beverage on Canadian menus. Overall, item counts are up 9.8 per cent year over year, suggesting strong growth on menus as operators continue to rebuild from pandemic dips. Delving further, entrées in particular are showing momentum, with entrée item growth coming in at more than 11 per cent in the last year. To differentiate themselves from competitors, operators will have to turn to both established and up-and-coming trends as a source of innovation inspiration.

The fastest-growing flavours on Canadian menus in the last year reveal some interesting trends. Global flavours, including Persian (up 39 per cent) and Lebanese (up 37 per cent), are on the rise on Canadian menus, with this growth highlighting a greater industry trend of global foods increasingly appearing on menus, both in traditional and nontraditional ways. Other fast-growing flavours include spicy options, such as red chile (up 34 per cent), and bright, bold choices, such as lemon herb (up 39 per cent). Looking at the fastestgrowing dishes year over year, indulgent, comforting choices are showing growth on menus, including sliders (up 82 per cent), chili and chili cheeseburgers (up 80 per cent) and pork tenderloin (up 53 per cent). Although always relevant on menus, cozy comfort foods will become even more

prevalent as we move further into the cooler months of the year.

Let’s look at some macro and micro trends influencing menus. The macro trends are large, dominant trends that have been appearing on menus for years now, and the micro trends are newer, more on-the-horizon trends within those larger buckets, often coming from independent operators with the potential to emerge on chain menus.

HEALTH AND WELLNESS

While health and wellness have been important considerations on menus for years now, recent menu trends within this space are reflective of a shift in definitions around health. While more traditional claims have revolved around removing things from one’s diet, such as sugar and

fat, an uptick in functional ingredients demonstrates that consumers are evolving their definition of health, with the idea that adding something to a diet, rather than just taking something away, can be just as beneficial.

Here are some examples of restaurant menus that recently featured functional ingredients:

• Beau Mont in Montreal served halfcooked salmon with camelina, which is a functional flowering plant rich in antioxidants that can also act as an antiinflammatory agent.

• Maxine’s Cafe & Bar in Vancouver added bee pollen to its Honeybee cocktail, which is an ingredient with antimicrobial properties.

Maxine's Cafe & Bar

• Gio in Halifax menued shrimp and snow crab with nasturtium vinegar. The leaves and flowers of the nasturtium plant can boost the immune system by tackling sore throats, coughs, and colds.

As the health and wellness category continues to evolve, expect to see more health-forward ingredients popping up on menus in new and interesting ways. And look for ingredients with purported calming and stress-relieving properties, as consumers increasingly view mental health as part of the overall wellness picture.

GLOBAL FARE

Global cuisines are incredibly prominent on today’s menus, and lesser-known regions and ingredients are moving into the menu spotlight as consumers become more comfortable with adventurous options. One trend within this space is the use of more umami inspiration in global sauces on menus. Umami, typically described as a meaty, savoury flavour, packs a serious flavour punch, and these umami-forward sauces are adding some bold global flavour to menus.

Here are some of the restaurants that have highlighted this global trend:

• Bar Gobo in Vancouver offered pork

“As the health and wellness category continues to evolve, expect to see more health-forward ingredients popping up on menus in new and interesting ways.”

Bar Garbo

collar with doenjang, a Korean soybean paste.

• Another Korean sauce appearing on menus is yangnyeom, which is made with soy sauce, gochujang, rice vinegar and a sweet element, such as honey, syrup or jam. The sauce is often featured on fried chicken. Te in Toronto served up dark spiced chicken bites with the sweet-and-spicy glaze.

Other umami global sauces appearing on menus include Mexican white mole, nam jim jaew (a Thai fish and chile sauce), and tomato-based Basque Biscayne sauce. Look for even more diversified types of these sauces from around the globe to differentiate menus and up the ante on taste.

INDULGENCE AND COMFORT

A notable trend on Canadian menus is the incorporation of indulgence and comfort, which makes sense, given that satisfying a craving is the leading consumer need state when choosing a restaurant. And cravings can often equate to items that consumers associate with comfort. A more obvious indulgence we’re seeing on menus is the idea that more is more. Operators are doubling or tripling up on premium items and ingredients to appeal to those consumers looking for extra comfort. Arby’s Triple

Cheese Roast BLT with cheddar, Swiss and Parmesan, and Red Lobster’s Lobster Lover’s Duo with both Maine and Caribbean lobster tails are examples of this trend appearing on menus.

For some quirkier indulgence, we have crossovers and mashups abounding on menus. Breakfast is meeting dinner, and dessert inspirations and ingredients are exerting influence over nondessert items.

Here are a few ways this trend has been seen served on restaurant menus:

• Edmonton’s Tryst offered breakfast charcuterie, featuring Irving’s Farm bacon, everything bagel crisps, house-smoked salmon, whipped lemon-dill cream cheese, two eggs any style, Lakeside Farmstead brie, pickled red onion, and Ranchero home fries.

• Ricky’s All-Day Grill offered breakfast poutine, with layered fries, cheese curds, gravy, poached egg, hollandaise, green onions, and bacon.

• The Works Craft Burger & Beer menued a

S’more Than a Feeling Burger featuring creamy milk chocolate stuffed into 100 per cent Canadian beef, topped with toasted marshmallow topping and graham cracker crumbs.

Overall, we can look forward to seeing continual innovation on Canadian menus, in ways that take major trends and push them beyond what’s expected. Established trends will continue to evolve in new and interesting ways as operators make them their own. Expect to see increasingly function-specific ingredients pop up on menus as consumers seek out healthier solutions. As well, look for more adventurous global cuisines to appear on menus as the foodservice industry explores lesser-known regions and flavours, and anticipate continued innovation in the comfort sphere to manifest in increasingly over-the-top ways.

Katie Belflower is Associate Editor for Technomic, a Chicago-based foodservice research and consulting firm. Technomic provides clients with the facts, insights and consulting support they need to enhance their business strategies, decisions and results. The company’s services include publications and digital products as well as proprietary studies and ongoing research on all aspects of the food industry, including menu trends.

Sources: Technomic Ignite Menu data, Q2 2023-Q2 2024 Technomic Ignite Consumer data, Q1 2024-Q2 2024

LOOKING AT LOYALTY

Industry experts weigh in on guest expectations, today’s tools, and building genuine customer connection

Today’s competitive marketplace is filled with so many loyalty apps, how can restaurant operators stand out amid continued increased inflation, rising guest expectations, and evolving dining habits? Studies show that adding a loyalty program increases visits and customer spending by 30 per cent, and that’s why restaurateurs must develop a strategy to create loyalty, add value, and develop lasting customer relationships.

By Jessica Brill

LOYALTY

We asked the experts for their thoughts on what motivates loyalty members, how operators can make the most out of technology, and how to best stand out among a sea of foodservice loyalty apps.

This article has been edited for length and clarity.

Vince Sgabellone

Foodservice Industry Analyst, Circana

As Director and Foodservice Industry

Analyst at Circana (formerly The NPD Group), Vince shares his unique perspective on food and the foodservice industry, and helps clients unlock business growth by bringing clarity to the complexity of consumer behaviour.*

*Source: All data below can be sourced to Circana, CREST®, 12 months ending June 2024. Comparisons to prior year are comparing to the 12 months ending June 2023.

Adoniram Sides

Senior Vice President, Hospitality

Sander Meijers

Canada Country Manager, Adyen Sander Meijers is the Canada Country Manager for Adyen, the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster.

As SVP, Hospitality, Adoniram Sides manages Lightspeed's global hospitality product portfolio, leading teams from North America to Australia. Prior to Lightspeed, Adoniram led the product strategy and launches at Upserve, the leading fine dining software platform in the United States.

*Source: Data provided by Lightspeed Commerce.

Emma Balment, Director

Ipsos, Market Strategy and Understanding, Food and Beverage Group

Leveraging a team of industry experts and powerful syndicated data sets such as the Foodservice Monitor, Emma specializes in uncovering growth opportunities for operators and suppliers of the foodservice industry by providing a deep understanding of their consumer and competitive landscape.

What are guests looking for from restaurants to secure their loyalty?

Sgabellone: The top reason that people download apps is to collect loyalty points, followed closely by searching for deals. In the eyes of the consumer, loyalty programs are about saving money, and not necessarily about building loyalty. Just under 30 per cent of all commercial foodservice occasions involve a loyalty program and the participation rate has remained flat this past year versus the prior year, so operators are battling for the attention of these consumers.

Balment: Meeting or exceeding expectations on fundamentals like treat, craving, taste, hunger, and convenience may be necessary for repeat visits, but do not differentiate heavy users of a brand. Loyalty is emotional, personal, and permissible. To fit into these customers’ weekly or daily routines you need to offer menu items that are delicious and nutritious to help them maintain health and well-being.

Sides: Today’s guests are looking for more than just a mealthey're seeking an experience that feels personal and memorable. They want to be recognized, their preferences remembered, and their visits made special. The key to building loyalty is understanding your customers on a deeper level. When you can anticipate their needs and tailor the experience accordingly, you're not just offering a service; you're creating a connection.

Meijers: Guests crave personalized experiences. Loyalty is not about just points or discounts. Loyalty efforts need to be contextualized and relevant to individuals, fostering a one-on-one relationship that recognizes and meets individual needs and desires. For example, offering a chicken burrito to a vegetarian

customer is more likely to burn rather than earn loyalty. The focus should be on using customer insights to deliver experiences and rewards that reflect the quality and personalization guests expect.

How can operators manage guest expectations and experiences, and how does that affect customer loyalty?

Sgabellone: Outside of the features provided, operators need to remember that the app is an extension of their brand. It must uphold the brand values, messages, and promises. A negative app experience will reflect poorly on the brand and could drive consumers to another app or restaurant, particularly in cases where the app is the only interaction the consumer has with the brand.

Sides: Balancing guest expectations with their actual experience is central to building loyalty. The challenge is to meet, and ideally exceed, what guests expect from their visit. If done right, this can encourage repeat visits and potentially word-of-mouth referrals for your business. Operators who use data to understand their clientele can make real-time adjustments, whether it’s customizing a dish, offering a promotion, or organizing exclusive events. This ability to anticipate needs, often before they’re expressed, transforms a standard visit into something exceptional. Delivering unique and

memorable moments that guests can’t get anywhere else is what truly builds loyalty.

Meijers: Brand differentiation through consistent product quality and exceptional service is key to successfully managing the balance between guest expectations and experience. Prioritizing payment strategies to increase convenience and satisfaction with tools like in-store kiosks and tableside mobile options can provide a more enjoyable dining experience.

Balment: When loyal customers choose the restaurants they visit most frequently, they cite reasons like authenticity, reliability, and consistency that set them apart. We are in a unique era where word-of-mouth is more powerful than it has ever been, traveling as fast as a “share” button on social media. If you are not managing your customers’ perceptions on social media, your customers will do it for you. In an ideal world, delivering a great product, service, and experience would ensure a great perception amongst consumers online, but top brands do not leave that to chance, dedicating resources to make sure they are leading their social brand narrative.

“Loyalty is earned through consistent, meaningful interactions that make customers feel valued and connected to your brand.”

What are the loyalty tools operators should be utilizing today?

Sgabellone: Providing deal and points redemption programs that will provide value to the consumer is key. In these challenging economic times, consumers are looking for any opportunity they can to save some money while still affording to visit restaurants. Other features app users are looking for include the opportunity to place and pay-for orders through the app, to find the nearest location, and to learn about promotions at the restaurant.

Meijers: Using data to build and inform loyalty programs is tablestakes. The incredible amount of information within payments is often neglected. Payment data can tell you your peak hours, your most popular items, your repeat customers, and more. This is invaluable information you can leverage to improve the customer experience, inform your promotion strategy, and tailor promotions for loyalty.

Sides: The most valuable loyalty tools are those that help you truly understand your customers and engage with them on a personal level. However, the on-premise dining experience has lagged behind when it comes to personalization, outside of the very fine dining segment. With detailed customer profiles and customizable rewards, restaurants can offer what their guests truly value, right down to the individual. The tools that allow you to connect with your customers in meaningful ways are the ones that will have the biggest impact on your business.

How can operators get the most from their loyalty apps?

Balment: When it comes to making payments through apps, accessing deals, and redeeming rewards, this is where loyal customers really see more value. When paying and redeeming points with mobile apps, cheque sizes may be 10 per cent smaller on average, but this helps provide the affordability loyal customers need to visit as often as they do, driving total spend up over time and protecting traffic.

Sides: Loyalty apps need to be intuitive and engaging for the customer, but also powerful behind the scenes. The best apps make it easy for operators to recognize and reward the guests who keep coming back and provide enough incentives to make the customer feel like it’s valuable to their dining experience. These apps also need to help operators maintain a connection with customers between visits. The key is to use the app not just as a transactional tool, but as a way to communicate and build relationships.

Meijers: To maximize the potential of loyalty apps, operators should focus on integration, personalization, and user experience. By integrating loyalty apps with your Point of Sale (POS) system, restaurateurs can have a unified view of customer interactions. This integration enables personalized rewards and recommendations, enhancing the app's value to the customer and encouraging regular use. Payment data informs all these factors in the background and can be the input to fuel any loyalty program.

With so much emphasis being placed on loyalty, how can operators stand out?

Sgabellone: Some apps have ventured into gaming to engage with their guests in a new and different way, encouraging consumers to use the app even when they are not placing an order. This will build familiarity and could help the operator earn a more coveted spot on consumers’ home screens. Apps can also be used to communicate ‘inside information’ like pre-release menu items or hidden menus available to loyalty subscribers only. This strategy can create buzz and add value to the program beyond collecting points.

Meijers: Operators can differentiate themselves by creating unique, memorable experiences that resonate with their audience and reward their loyalty. From a payment perspective, this looks like ensuring your payment platform caters to your guests’ preferences. Enabling different payment methods for travellers can have a massive impact on loyalty and change the customer relationship with a brand long-term as it enables what’s “native” for them.

Balment: Loyalty apps are a modern version of an old tool. Customer loyalty is driven by raising the bar on table-stakes operations, relieving negative stress, elevating good vibes, and providing nutritional and financial permissibility. Those are the arenas in which restaurants compete for loyalty and apps help achieve those goals.

What advice would you give restaurateurs looking to up their guest loyalty?

Sgabellone: The next operator who can do something new and unique will have a first-mover advantage and could be successful at attracting users away from competitive apps and/or attracting new users to their app experience.

Balment: First things first: don’t confuse guest loyalty with the programs that incentivize guest loyalty. Focus on consistently meeting or exceeding expectations on the fundamentals of operations, ensuring service, product, and atmosphere evoke the right mood of stress relief or upliftment, and ensuring the menu and marketing position your restaurant as suitable for a variety of different occasions from special indulgences to wholesome, everyday moments.

Sides: Focus on the relationships, not just the transactions. Loyalty is earned through consistent, meaningful interactions that make customers feel valued and connected to your brand. It’s about understanding who your customers are, and what they want, and delivering on that consistently. Use every interaction as an opportunity to build a deeper connection with your guests and deliver on their expectations. That’s what keeps them coming back, time and time again.

À LA MINUTE

WINNIPEG CULINARY COMPETITION

Hosted by Lactalis Foodservice

EARLIER THIS YEAR IN APRIL, Lactalis Foodservice

Canada hosted a culinary competition with the chefs, cooks, and culinary partners of the Winnipeg Branch of the Culinary Federation. Teams of four chefs each competed in a black box-style challenge featuring Lactalis products.

The winning team members were the lucky recipients of roundtrip airfare, hotel accommodation, and registration to attend the 2024 Culinary Federation National Conference in Edmonton titled “Connecting Our Culinary Roots.”

At the conference, the winning team also had the opportunity to represent the Winnipeg Branch and Lactalis at the Product Showcase by demonstrating their winning dish – Raspberry French Macarons - at the Lactalis booth.

First Vice President of the Winnipeg Branch, Scott Hyndman, said “Our team made a grand entrance at the very end of the Meet and Greet Reception at the CF Conference arriving like a group of 204 gangsters in stylish black hoodies just before the food stations closed. Renowned Executive Chef Bruno Marti graciously took the time to speak with our group, sharing his passion for food and his lifelong journey of creating culinary experiences. His inspiring words set the tone for what promised to be an enriching conference.”

Winnipeg Tech Voch students, Wil, Manveet, Sloan, Owen, Mateo, and Justine, led by their dedicated instructors Chef Gloux and Team Captain Chef Sergei Didenko, along with Chef Peter Ecker were busy perfecting their arancini and contest-winning macarons using Lactalis Canada Foodservice’s new Galbani Professional Premio Pizza Mozzarella and Khaas Labneh.

“Our team made history as the first high school group to ever attend a CF National Convention, inspiring future students to pursue their culinary goals. After completing their duties with Lactalis Canada Foodservice, they enjoyed a celebratory dinner and gained further insights into the culinary world from seasoned professionals,” says Hyndman.

“The experiences and opportunities afforded to our students at the CF National Conference were made possible by the generous support of sponsors and donors. On behalf of all the students, we extend our heartfelt thanks for making this remarkable journey possible. The skills and memories gained will undoubtedly inspire and shape the future careers of these aspiring chefs.”

Raspberry French Macarons

Chef Andrew Laturnus | Sloan Frazer, Will Paille, Manveet Dhaliwal

Macaron Wafer

60 g almond flour

110 g icing sugar

60 g egg whites

40 g white sugar

Macaron Wafer

Icing

Ingredients

2 ½ cups sugar

450 g Khaas Labneh

1 tbsp lemon juice

1. Sift almond flour and icing sugar and combine.

Raspberry Filling

Ingredients

15-20 raspberries ½ cup sugar

2-3 tsp lemon juice

2. Beat egg whites till foamy. Then, add granulated sugar and whip to medium sti peak.

a. Colour now with colour powder. Do not use liquid dye.

3. Fold dry and wet together until consistency is thick but still very slowly falls o spatula.

4. Pipe and tap pan 3 times to bang out air bubbles.

Icing

Raspberry Filling

5. Let cure in air for 30 to 60 minutes until top of macarons are not tacky.

1. Whip all ingredients together on high speed in a mixer until the mixture has sti peaks or can hold its shape.

2. Cool in the fridge before using.

1. Mix all ingredients together at medium heat until combined and thickened.

MESSAGE FROM SUMAN ALI SAYED

President, Culinary Federation Toronto Branch

I’M INCREDIBLY HONOURED and excited to step into the role of Branch President of the Culinary Federation. Being nominated and winning this position is a significant milestone in my career, and it fuels my passion to drive impactful change within the culinary world.

As Branch President, my goal is to create a platform that empowers and uplifts the newer generation of chefs. I want to offer opportunities for learning and growth through masterclasses, educational content, and programs designed to help individuals develop soft skills that are crucial for long-term success. I believe that strong networking connections are key, and I aim to facilitate spaces where knowledgesharing and collaboration thrive.

Representation is a critical part of my vision. As a Bahraini-Canadian chef, I want to ensure that BIPOC chefs, women in the culinary field, and other underrepresented voices have a seat at the table. I’m also deeply committed to promoting mental health and wellness within our community, recognizing how vital it is to nurture both professional skills and personal well-being.

I look forward to working closely with all members of the Culinary Federation to drive progress and innovation, building a future that is inclusive, supportive, and full of opportunities.

Thank you.

Suman Ali Sayed President Culinary Federation Toronto Branch

Chef Suman Ali is Culinary Partner at Bar Mordecai-listed as North America's Best Bar Concept, featuring Elevated Bahraini Cuisine. With an impressive portfolio boasting luxury brands, hotels, resorts, and esteemed restaurant chains like Fairmont, Hyatt, Hilton, Hawksworth, Iconink, and C-Suite Corporate Food Tech, Chef Suman Ali's expertise shines. Along with her personal brand, "House of Khaleej," offering exclusive culinary experiences in Canada, Bahrain & Saudi Arabia, you can view one of her recent works in the Art Work Installation at the Toronto Pearson International Airport.

2024 CULINARY FEDERATION / L.J. MINOR YOUNG CHEF OF THE YEAR

BRYCEN KNORR, CF Okanagan Branch

2024 CULINARY FEDERATION / L.J. MINOR YOUNG CHEF OF THE YEAR, Brycen Knorr was awarded a fully immersive culinary experience to the L.J. Minor production facility in Cleveland, OH, led by Chef Rick Secko., Customer Development Chef, Nestlé Professional Canada.

Here Brycen recounts his experience with enthusiasm and gratitude, and takes us through his journey in his own voice, to allow others to experience the journey right along with him.

DAY ONE

I was greeted by a sign congratulating me on winning the Young Chef award, along with Chefs Scott, Jordan and SyEnna, whom I would be getting to spend plenty of time with over this trip! During the day we spent time working with a food stylist while completing a food photo shoot featuring some of the Minors products. It was fascinating to see just how much work goes into taking pictures of products to show them off. We also did a sensory tasting experience for a sofrito and harissa that was delicious. After the working day was done, I and Rick got to experience a fantastic restaurant called Amba, a tapas-style restaurant paying homage to the flavours and ingredients of India. After dinner, we met up with Chefs Jordan and Scott to go see a Cleveland Guardians game. Although the Guardians did lose, it was a fun game to see and a beautiful stadium!

DAY TWO

This day was quite busy, as we started the day by getting to take a tour of two different Nestlé facilities. One was a factory where they primarily produce readymade foods, like pasta and cheese sauce. It was incredible to see all the machinery working with an automated process for mass-producing foods. The second facility we toured was the Minors Factory, which was an exciting experience, too. Afterwards, we joined Chef Jordan to work with a robot, and got to watch (and taste) how the system could be programmed to make small-batch cooking - perfect for making dinner at home!

To end the day, we toured the Rock and Roll History Museum and got to see plenty of guitars, and outfits, and learn information about history's best rock and roll artists. Following that, we went for dinner at another local recommended favourite, Cordelia. I must say, if you ever find yourself in Cleveland, you need to eat here! As they put it, "heritage-rich recipes and cocktails inspired by the farmer’s bounty and generations past, reimagined and showcased in new ways." The food was all to die for, and I would definitely visit again the next time I am in the area.

DAY THREE

I spent this day with Chef Scott, and we did some recipe testing for the "World of Flavour" event that Nestlé will be attending later this year. It was fascinating to watch a corporate chef work, and the most exciting part was getting to work with liquid nitrogen, something I have never had the opportunity to work with before but would love to do again. We also visited the historic West Side Market and got to see many different products showcased throughout. In the evening, we toured Market Garden Brewery and got to learn all about brewing. Everyone had a fantastic time tasting, and my favourite part was getting to see the wall made of old pews from a nearby church in their cooler. We then had dinner at Market Garden Pizza and Brewpub, enjoying some locally-made pizza, with the added bonus of getting a sneak peek of some upcoming and exciting renovations they are planning. I thoroughly enjoyed the incredible hospitality we received.

THE FINAL DAY

Our last day of travelling home, though not as exciting, was still lots of fun. Chef Rick was quite accommodating, stopping at Niagara Falls on the way back so I could experience it for the first time. It was incredible to see just how much water vapour was going into the air at the mighty falls and getting to tour through Clifton Street and feel like I was on a movie set!

I would very much like to take the opportunity to thank everyone at the Culinary Federation for voting me as the young chef of the year, allowing me to have this experience. I would like to also thank Nestlé for being such a wonderful host and putting on such an incredible culinary tour. Lastly, I would also like to thank Chef Rick Secko for being the best chaperone and tour guide through Cleveland that I could have asked for!

THISTLETOWN CHEF'S HARVEST PARTY

Toronto chefs came together for an epic culinary experience

THIS YEAR MARKS the 7th Thistletown Chef’s Harvest Party, hosted by Chef Keith Hoare and the culinary students from Thistletown Collegiate - and it was another resounding success! Held on Saturday, September 28th, the event featured 40 chefs and over 500 guests, including cooking stations, live demonstrations, a silent auction, a marketplace, and more. Chef Hoare began this journey by participating in popups and festivals around the city with his grade 11 and 12 students to raise money to help fund their annual “culinary and culture” trips abroad. As interest grew and the word spread, Chef Hoare decided to host his own festival, and the Harvest Party was born in 2017, featuring 11 chefs and 200 guests, and the numbers grew each year.

With the collaboration of generous chefs who donate their time and talent, previous students who volunteer, and the many others who help out, this event raises funds that cover the bulk of the trip. “Thanks to the help of so many, this event has provided the

opportunity for countless high school students who might not otherwise get the chance to participate in wonderful experiences like these trips,” said Hoare. This year’s event was also supported by Club House for Chefs, San Pellegrino, Hello Canola, Milestones Public Relations, Chef Philman George (Kraft/Heinz), Charanduk Financial Services, and Chef Works.

On the upcoming 2025 trip, the students will be touring Spain for eleven days, taking cooking classes and seeing the sites. These trips are a highlight for the students and for Chef Hoare, who confirms “The feeling you get when you are mentoring and coaching, seeing students grow into adulthood, that’s another level of pride and joy that you can’t get anywhere else.”

To enjoy photos from this year's event, please visit the TCI Chefs Instagram page.

Photos by Jo-anne Hebert

Photos by Laura Parker

Must-Do list

Welcome to Moncton-Dieppe, an incredible destination that offers the perfect blend of city excitement and natural beauty. Check out our Top 5 must-dos and visit our website to start planning your unforgettable trip today. We can’t wait to see you when we host the 2025 Culinary Federation National Conference from May 26 to 29, 2025.

1No. Witness a world wonder

Get a front-row seat to the world’s highest tides and watch 100 billion tons of water in action! At The Hopewell Rocks, you can explore the ocean floor, but stick around because you could be kayaking in that spot a few hours later! Or pop down to Moncton’s waterfront trail to see the Bay of Fundy’s effect on the Petitcodiac River – the Tidal Bore is a natural phenomenon you have to see! Living along the Bay of Fundy, there’s always something to marvel at, from our famous tides to the stunning highlands, majestic waterfalls, and expansive beaches.

2No. Fill up your plate

With 30+ restaurants within a 5-minute walk from downtown and new bistros, cafés and food festivals popping up all the time, you’ll have no trouble finding your next place to eat! And while iconic local dishes take centre stage (you’ve probably heard of our lobster rolls, fried clams and poutine râpée by now) flavours from around the world are just as easy to find! Japanese, Italian, Irish, Acadian, Vietnamese, Thai – you name it, we’ve got it (and it’s all a reservation away!)

3No. Sip your way through the cities

If you’re a hophead, you’ll love our craft beer scene. With Holy Whale Brewing along the river, Tire Shack Brewing, O’Creek Brewing Company, Tide and Boar Brewing, Pump House Brewery, Gahan House Hub City and Happy Brewing downtown, and Flying Boats Brewery and CAVOK in Dieppe, there’s a pint to be had around every corner!

Prefer wine or spirits? Take in the view of the city from Magnetic Hill Winery, tour Crooked River Distillery or indulge in cocktails at Third Glass, Palette Rooftop Bar or Antlers Whiskey Lounge Whatever you fancy, come fill your glass!

4No. Take a spin out to Shediac

Shediac (aka the Lobster Capital of The World) is just 20 minutes away from here! In no time, you could be on the beach dipping your toes in the warmest salt water north of Virginia, snapping selfies with the world’s largest lobster, chowing down on freshly caught seafood, or diving into lessons about our sea life at the Homarus Centre. Coastal living doesn’t get any better than this!

5 No. Take in our top attractions

The Bay of Fundy isn’t our only source of magic, you know! We have lots of tricks up our sleeve. Like the Magnetic Hill Illusion, a natural phenomenon that has left visitors puzzled for decades. Or Le Pays de la Sagouine where Acadian joie de vivre lives on through charming characters, immersive history lessons and rich cultural experiences. There’s also an enchanted forest that awakens at night with vibrant creativity and unmatched Acadian energy! A unique artistic expression featuring light, poetry, video projection, and original music, Akadi Lumina casts its spell on audiences while retelling the stories of the Acadian people, their resilience, charm, and humour.

The Culinary Federation gives professional chefs and cooks from across Canada an opportunity to connect locally, nationally and internationally with culinary peers – to network and learn from each other, give back to the local community and mentor up-and-coming professionals.

Member Benefits:

– Connections and networking through local branch events and annual conference

– Chef certification programs

– Cost savings and promotions from national and regional partners

– Member offers from: Park ‘n Fly, Rogers Mobility, Johnson/Belair Insurance, Entegra, TrainCan, In the Weeds and so much more .... For more information and to join our culinary community, click the QR code or go to: www.culinaryfederation.ca

TIPPING POINT

Understanding controlled and direct tip models in Canadian hospitality

By Afshin Mousavian

In the hospitality industry, managing tips effectively is essential for maintaining employee satisfaction, fostering trust with customers, and ensuring compliance with complex legal requirements. As operational costs continue to rise and profitability tightens, businesses must adopt best practices that promote transparency and efficiency while complying with both federal and regional laws.

THE THREE MAIN CHALLENGES WITH TIP MANAGEMENT

Effective tip management in hospitality hinges on addressing three key challenges:

1

Federal and regional compliance:

Tipping regulations vary across regions, and failure to comply with both federal and provincial laws can result in significant penalties. Businesses must ensure that their tipping policies are fully compliant with provincial regulations set by the Ministry of Labour (MoL) in each province as well as federal regulations set by the Canada Revenue Agency (CRA). Failure to meet the compliance requirements can lead to tax penalties exceeding $30,000 for every $1 million of sales.

2

Fair tip division: Ensuring that tips are divided fairly among employees is essential for maintaining team morale. Establishing transparency for how tips are allocated between front-of-house and back-ofhouse staff, along with a consistent process for calculating these allocations for each shift, is essential.

3

Efficient tip distribution: Deciding how and when to distribute tips can impact employee satisfaction and operational efficiency. The process must be transparent and timely, minimizing delays and errors. With most transactions and tips being processed via credit cards, employers must find ways to transfer tips from the bank to employees in a timely manner.

Before delving into best practices for tip division and distribution, it is crucial for employers and employees to first grasp the compliance requirements.

CONTROLLED TIPS

VS. DIRECT TIPS

Tipping regulations are established at both federal and provincial levels, requiring employers to carefully navigate both requirements. From a federal level, employers must decide whether they are operating under a direct or controlled tip model to ensure compliance.

According to the CRA, direct tip models are exempt from CPP (Canadian Pension Plan) and EI (Employment Insurance) contributions, whereas controlled tips are not, as they are treated as wages. In a controlled tip model, the employer is required by law to deduct CPP contributions and employment insurance (EI) premiums from the tip amounts. This distinction applies in all provinces except Quebec.

For example, consider an operation with $1 million in sales and $200,000 in tips (20 per cent). Under a controlled tip model, the employer must contribute CPP and EI (7.61 per cent) on top of the tips, and employees must also contribute (7.61 per cent) from their tip amounts.

In contrast, with a direct tip model, both the employer and employee are exempt

from CPP and EI contributions on the tips received.

If an employer has not been deducting CPP contributions and EI premiums from tips, and the tip model is later classified as controlled (the CRA can audit the business for up to three years), the employer becomes responsible for both their portion and the employee’s portion (7.61% x 2 = 15.22%). This means the employer will have to pay the full amount owed to CPP and EI, plus any interest and penalties.

HOW TO MEET TIP REQUIREMENTS

The choice between operating a controlled or direct tip model rests with the employer. Here is an outline of the requirements for each model, enabling employers and employees to ensure their tip model qualifies as direct and is therefore exempt from CPP and EI contributions.

Controlled tips

Tip amounts

Not exempt from CPP and EI

Mandatory tips or auto-gratuity are controlled tips. HST must be charged for these tips.

Tip committee No need for a tip committee.

Tip division Employers can decide on the tip division model as long as the Employment Standards Act deems it fair.

Tip distribution

Paperwork and policies

Employers can pay tips to employees. CPP and EI must be contributed by the employer and deducted from employees.

Tips must be on payroll for employers and T4s for employees.

Direct tips

Exempt from CPP and EI

Must be voluntarily left by the customer. No mandatory or automatic tips are allowed.

Establish a tip committee to prove that the employer does not control tip division or distribution.

Employers can make suggestions, but employees must decide on a tip division model.

Employees or the tip committee need to have tips at the end of the shift. The employer cannot make payment.

The onus of proof for the direct tip model is on the employer. Without the paperwork, then it is not considered direct.

The good news is that, with advancements in technology, employers can now use tipping automation systems to effortlessly comply with both federal and provincial requirements.

TIP DIVISION

When it comes to tip division policies, employers and employees must consider the following:

Controlled tips

Subject to CPP and EI

Who can be part of the tip division model?

How should the tips be divided?

Who is in control of tips?

Who manages the tip payouts?

While the employer can control the tip division in a controlled tip model, they are still required to meet provincial requirements set by the Ministry of Labour. For example, in Ontario, the Ministry of Labour states

Employers can decide, as long as it meets provincial requirements.

Employers can decide, as long as it meets provincial requirements.

Controlled tips

Employers can hold onto the tips earned and make payments to employees based on a reasonable schedule, as defined in each province.

Employers can pay employees; however, payments must be on the payroll so that CPP and EI are correctly deducted.

Direct tips Exempt from CPP and EI

Employers can decide, as long as it meets provincial requirements.

Employers can suggest, but employees must make the final decision.

Direct tips

Employees or the designated tip committee must be in control of tips at the end of each shift.

An employee committee or a party designated by that committee can pay tips to employees.

Employers cannot pay tips to employees.

that owners, directors, and shareholders can only share in the tip pool if they perform the same tasks as tipped employees. To ensure compliance, it is crucial for both employers and employees to thoroughly understand and follow both federal and provincial regulations.

TIP DIVISION MODELS

Regardless of whether a direct or a controlled tip model is used, employees need to understand how tips are divided. A lack of transparency in tip distribution can create friction within the team. Clear and transparent tip distribution not only boosts employee morale but also fosters a culture of trust and fairness within the organization.

While some operations allow serving staff to keep 100 per cent of their tips, this model is becoming less common. Many teams now prefer tip pooling where tips are divided with other departments. This practice promotes greater alignment across the teams and a more elevated experience for customers.

However, complex tip models can be timeconsuming to manage. Manual calculations often lead to errors and require significant administrative work. Automating tip management through tools that integrate with POS and scheduling systems streamlines the process, reduces mistakes, and saves time, allowing managers to focus on other critical business tasks.

In 2022, a court case clarified the handling of tip payments regarding CPP and EI contributions. The case addressed whether tips paid directly to employees by a restaurant, which were initially deposited into the restaurant's bank account before being distributed to employees, constituted “payment” of electronic tips. The Federal Court of Appeal ruled that the employer was responsible for CPP and EI contributions because the tips were first received into the restaurant’s account.

For employers and employees looking to establish a direct tip model, managing this requirement can be challenging. This is why many hospitality operators are turning to tip automation companies to handle the direct distribution of tips into employees’ bank accounts.

BUILDING A TRANSPARENT TIP POLICY

In today’s hospitality industry, it’s essential to create a tipping structure that builds trust with customers, enhances transparency for employees, and simplifies compliance for business owners. By implementing clear and transparent tipping policies, adopting automated solutions, and ensuring timely access to earnings, hospitality operators can streamline their tip management process while fostering a positive work environment.

restaurant operators increase profits through automation.

Afshin Mousavian, co-founder and CEO of Atlas, is a serial technology entrepreneur with experience at Jet Cooper, Shopify, and Demac Media, leveraging his tech and hospitality expertise to help

WE DON’T BREW OUR BEER FOR THE AWARDS. BUT HE DOES!

Our brewmaster, Andrew Kohnen, threw away a successful career in logistics to pursue his dream of reconnecting with the brewing roots of his family. This carried him to the UK’s prestigious Brewlab in Sunderland, England, where he procured the alchemy that would drive his signature brewing style.

He took what he could from there and ventured to Scotland, Cornwall, and ultimately to Krefeld, Germany, working in the same brewery that had belonged to his ancestors. He came home to Canada for Hockley.

You could call it dumb, but we call it destiny.

Brewmaster

HEALTH AND HYGIENE

Strategies for implementing effective restaurant cleaning practices

By Marissa Tekirian

Foodservice is a fast-paced world, and guests have high expectations for service, sustainability, and experience. Daily pressures can make it hard for foodservice operators to focus time and strategic resources on improving business performance. However, fall is the perfect time to take a step back and review your current processes and practices and how they can be optimized for better business performance. One area to focus on is your restaurant’s hygiene standards.

Proper cleaning practices in restaurants is one area of performance that is critical not for only the health and safety of guests but also for their overall experience. In fact, 73 per cent of consumers say a bad restroom experience in a restaurant will impact their willingness to return.1 It’s more important than ever to find moments to regroup, assess, and make necessary adjustments to cleaning practices.

UNDERSTANDING THE ‘WHY’ Hygiene is an everyday essential in foodservice, but its impact on wider business performance can be overlooked. Making a good first impression is critical to converting a first-time guest into a regular customer.

Health and safety are top of mind when considering cleaning practices, with 68 per cent of foodborne illness outbreaks associated with food prepared in a restaurant. 2 Extra care is needed in restaurants, and especially in the kitchen. Restaurants can act as outbreak multipliers, with large batches of contaminated food potentially being served to several people. Keep in mind the three food safety pillars: surface hygiene, safe food handling, and hand hygiene.

EQUIP YOUR TEAM WITH THE RIGHT TOOLS Having the right cleaning and hygiene tools for the job can have a big impact on your restaurant’s base hygiene level and cleaning results. Restaurant managers may not realize the impact a simple swap can

Sources:

1. Tork Insight Survey 2024, conducted in US, UK, Germany, France and Mexico among 6 000 end-users and 900 end-customers.

2. Journal of Food Protection

3. Bulk Soap Contamination Study, Dr. Charles P. Gerba, University of Arizona, 2007

4. Bacterial hand contamination and transfer after use of contaminated bulk-soap-refillable dispensers, Gerba, 2011

5. Best et al, J Hosp Infection, 2014

6. Margas E. et al, J Applied Microbiol, 2013

have on their overall cleanliness and efficiency.

For example, the common two-handed, spray-then-wipe cleaning method is not nearly as effective as other methods and can increase the risk of contamination. Spraying a light mist and immediately wiping the liquid with a rag does not properly clean and sanitize and using the same rag across multiple surfaces/areas spreads germs and bacteria. Instead, ensure the availability of single-use wipes with your preferred chemical solution so each surface has a fresh start.

Hand hygiene in the bathroom can also be impacted by the tools you use. Did you know that one in four bulk soap dispensers are contaminated 3 which can cause sickness?4 And jet air dryers spread 10 times more bacteria compared to paper hand towels?5 Jet air dryers produce more airborne droplets, increasing the risk of bacteria spread.6 By using high-capacity paper towel dispenser systems and highcapacity, touchless soap dispensers, restaurants can minimize bacteria spread and contamination, while avoiding frequent service interruptions to refill.

ENSURE PROPER GLOVE USE

Gloves protect hands from heavy soiling and should be used when handling readyto-eat food, but they can also provide a false sense of security. Gloves can transfer germs between surfaces as effectively as hands and should be discarded after each use to avoid cross-contamination and the growth of bacteria. Gloves should be changed frequently, and hands should be washed immediately before putting on gloves and after taking them off. If using reusable gloves for cleaning purposes, they should be dedicated to cleaning and disinfecting

surfaces of certain zones in the working area to further avoid cross-contamination.

CLEAN FIRST, THEN DISINFECT

For the sake of time, employees may believe that wiping down a surface once will suffice; however, most dirty surfaces must be cleaned first with a detergent or soap, water and a disposable cloth, and then followed with a disinfectant to ensure the surface is clean. This way, parts of bacteria and viruses can be mechanically cleaned first, then properly disinfected using an approved disinfectant and a disposable cloth.

PAY CLOSE ATTENTION TO HIGH-TOUCH SURFACES

While staff are familiar with the process of cleaning tables during turnover times, there are several high-touch surfaces in both front-of-house and back-of-house that may be overlooked and are prone to facilitating the spread of bacteria. Keep this checklist in mind to ensure the following surfaces are disinfected at least once a day:

• Seating and benches

• Doorknobs and handles

• Light switches

• Toilets, faucets, and sinks

• Dispensers, utensils, and food/hand contact surfaces

• Appliance handles, buttons, and dials (ie. Stoves, ovens, beverage dispensers, coffee machines, taps)

• POS systems, phones, and payment machines

• Physical menus

REVIEW AND RE-ASSESS CLEANING PRACTICES AND TOOLS REGULARLY By ensuring proper practices are upheld by your team on an ongoing basis, it will be easier to maintain hygiene standards. Restaurant managers and owners can set themselves up for success by implementing new practices and conducting refresher training during a slower season, so teams have the proper time and focus to adjust to any changes and ramp up more hygienic and efficient cleaning practices.

Marissa Tekirian is the North American Regional Marketing Manager for Professional Hygiene – HoReCa segment at Essity. In her role, she is focused on Essity’s professional hygiene brand Tork and helping restaurant and foodservice leaders discover how better hygiene can fuel better guest experience.

MASTERING social media

A 5-step guide for restaurant operators

By Mila Holosha

Social media management can seem like an overwhelming undertaking, but can operators manage their restaurant’s social media accounts themselves? Not only is it possible, but it can also be highly beneficial for business. No one understands the restaurant, feels its atmosphere, and knows its essence better than someone who works there, and that unique perspective allows you to convey the right message to your customers.

1Adopt the right mindset

When it comes to social media, many fall into the “simplicity trap.” Everything seems straightforward in theory; posting photos and videos of your dishes might seem easy at first. However, in practice, many feel frustrated when

learning how much time and work can be involved in following a regular social media routine.

This is where the right mindset becomes a game changer. Your social media success hinges on your perception of this communication channel. For example, if

you feel that social media is a chore, this will come across to your audience. Start thinking of your social media account as an online magazine for your establishment. Use it to share as much as possible about different aspects of your everyday life. This approach helps create a real connection with customers and builds trust. Moreover, adopting this mindset will make it easier for you to execute a regular strategy, without an exhaustive daily struggle to search for content ideas. Sharing your business to the fullest makes finding content easy!

2

Make a strong first impression

Your social media channels represent your business and may be the first time customers are exposed to your brand. Consider the impression your social media accounts will leave on

potential and existing customers. Use this simple checklist to guide you when you brand your channels:

• Ensure that the account name is clear and memorable.

• Provide your restaurant’s address and website to help customers find you.

• Include details like your phone number and email so people can easily reach you.

• Focus on your establishment’s unique offering to stand out against the competition.

• Communicate your restaurant’s values to connect with like-minded consumers.

• Advertise current special offers or events to help drive traffic and create a buzz.

• Include a call-to-action to get guests engaged. For example, instruct your audience to check out the menu, order delivery, or make a reservation.

• Pay attention to how your overall posts look together. For example, your Instagram grid should look cohesive with consistent themes, colours, and content.

3Create content categories

To effectively manage your restaurant’s online presence, create distinct categories for your content.

Here are some examples for you to consider:

Menu: Showcase your dishes and drinks, of course, but also share the story behind them. What inspired your chef to create these items? Why should customers try them? Including videos or photos of people enjoying menu items can help motivate potential customers to visit.

Kitchen: Offer a glimpse into your kitchen for behind-the-scenes content. Show the conditions under which your food is prepared, demonstrate plating, and tell customers more about your suppliers. If you work with local farmers, it can be beneficial to tag and highlight them in your content.

Staff: Conduct short interviews with your staff to help your audience get to know your teams. Let them share their journey in your restaurant, their hobbies, and what working here means to them as a way to connect with your customers.

Owners: Give a little history and insight into your business with the owner’s story,

how they came up with the idea of the restaurant, the challenges they faced, and their vision of the establishment. This is a great way to convey the restaurant’s values and mission. An interview format can be an interesting way to communicate this content.

Top management: Similarly, featuring interviews with your chef and general manager can make them seem more approachable. Some topics for discussion might include their interest in the restaurant industry, work approaches, and sources of inspiration.

"Social media is the perfect place to communicate with your customers and encourage them to visit."

Events: Rather than simply announcing upcoming events, tell the story behind them. Explain how the idea was conceived, what message you want to convey, and how it aligns with your restaurant. Post-event communication is also important; share photos or video reports to provide a complete picture and get people excited to attend your next event.

Special offers: Just like advertising upcoming events, go beyond making mere announcements. Explain the inspiration behind the offer, the main product featured, and any stories connected to it.

Reviews: Reviews and testimonials go a long way in encouraging people to visit. Share customer reviews and positive feedback you receive to add credibility to your content.

Customers: Feature your guests in the content. Customers who are only deciding to visit your establishment should see who comes to your restaurant and what your community looks like. For example, create videos where customers share their favourite dish or drink from your menu, host photo contests, and encourage guests to engage with your posts and share posts about your business.

Expertise: If your restaurant has a specialty, like burgers, for example, position yourself as an expert in this topic. Share insights on new burger trends, tips on creating the best sauce, or secrets to the perfect bun baking. The key here is to build trust; when customers perceive you as an expert, they’ll be more likely to visit your restaurant.

4

Be consistent

Consistency is key in social media. Create a regular posting schedule that works for you and stick to it. Be realistic so it doesn’t get frustrating and discourage you from posting. Sporadic effort does not build a strong social media presence and will not get maximum attention from your audience. Creating a real emotional connection with customers requires a commitment to consistent attention to your channels.

5

Connect online and offline experiences

This step is often overlooked but can significantly benefit your restaurant; one of your main goals should be to bridge the gap between social media and the physical restaurant to connect potential and existing guests.

For example, when a customer walks by and visits your restaurant for the first time and they enjoy the experience, will they return soon? There are no guarantees, of course, but engaging

with them and giving them compelling reasons to return like a new menu, special offer, or event, might tip the scales.

Social media is the perfect place to communicate with your customers and encourage them to visit. Remember, your restaurant can’t run on likes, so you need to make that connection and drive traffic from your content.

Here are some ways you can encourage customers to follow you on social media so you can engage and interact with them to build a relationship, loyalty, and increased traffic:

• Add a QR code linking to your social media accounts on your menu and invite customers to follow you. By explaining that new menu items and specials will be posted on social, customers will want to stay in the know by becoming part of your audience.

• Create a photo zone in your restaurant to encourage guests to use it as a background, tag your restaurant, and follow your account to help grow your audience.

• Offer a small bonus (for example, a cookie, cup of coffee, or discount on their next visit) to customers who follow your social media account while dining in.

• Periodically create special offers that are announced only on social media and guests will follow you, so they don’t miss out.

• Attach cards to the bill with a QR code or links to your social media profiles to help advertise your accounts and grow your following.

While social media can seem like a fulltime job all on its own, implementing this 5-step guide can simplify the process, grow your social media following, help your establishment stand out, and create a genuine connection with your existing and potential customers.

Mila Holosha is an International Restaurant Marketer, the Founder & CEO of Hospitality Marketing Strategies, and the Author of “More Than a Restaurant: Turn Customers into Fans.” She is also the Host of The Restaurant Marketing Insights Podcast.

every step of the way.

NAVIGATING A FALL SLOWDOWN

Key tactics for restaurateurs to sustain customer traffic through the winter

By Jacob Mancini

With the arrival of fall, many restaurant owners are preparing for a familiar challenge: a decline in customer traffic. This year, however, that challenge feels even sharper, with economic pressures like increased interest rates, higher operating costs, and inflation compounding the typical seasonal decline. Traffic is slowing down across the board because of the seasonality, especially for restaurants outside urban centres, and many operators are finding it harder than ever to protect their margins during what is historically the toughest part of the year.

It’s important to remember that these challenges aren’t entirely new. The pandemic temporarily concealed some long-standing issues like reduced customer traffic and overexpansion. However, the pent-up demand (from the pandemic lockdowns) and shifting consumer behaviours drove people back into restaurants at higher rates, which masked the fact that there were too many restaurants to begin with. Now, as dining habits return to pre-pandemic ‘normal’ and are more restrictive due to consumer confidence, the strain of overexpansion and rising operating costs is becoming more obvious - especially as interest rates also begin to climb back to pre-pandemic levels. All of this means that a higher number of restaurants are now competing for a more crowded landscape and margins that continue to shrink.

It begs the question: what’s the best way to navigate the coming months?

The real challenge isn’t just the decline in customers, it’s that margins have become unsustainable. Before the pandemic, restaurants could weather seasonal slowdowns and still manage to stay profitable. Now, rising labour costs, inflation, and a tighter labour market are putting serious pressure on profitability, making it much harder for businesses to get through the fall and winter months.

And the old go-to of raising menu prices? That’s not really a sustainable option. Your customers are already tapped

out and feeling the pinch from higher living costs and inflation. Pushing prices up further risks driving them away. The solution lies in refining your operations and delivering consistent value to your customers, not taking on more debt.

Now is not the time for unnecessary expansions or dramatic menu overhauls, it's about enhancing what's already working and ensuring every dollar spent counts. The days of raising prices to offset challenges are gone; instead, the key is delivering consistent value and managing costs effectively while enhancing customer loyalty. Marketing efforts should be intentional, targeting what resonates with your audience without trying to reinvent the wheel. Whether through social media, email, or direct outreach, the focus should be on reinforcing the unique qualities in your restaurant that keep your customers coming back. And, as consumers grow more conscious of sustainability, aligning your operations with their valueswhether that’s through sourcing local ingredients or reducing waste – will further strengthen that loyalty.

Not all restaurants face the fall slowdown in the same way. Upscale restaurants, for instance, may be better positioned to absorb the seasonal drop in

traffic, largely because they rely more on special occasions and experiential dining. Diners and franchises, on the other hand, are often more reliant on volume, which makes them more vulnerable to consumer cutbacks and slower periods. For them, the key may be in maintaining consistency and refining day-to-day operations to keep margins stable.

Regardless of your restaurant type, staying agile and focused is key to navigating the upcoming fall and winter slowdown. Prioritize cash flow management, streamline operations, and create value-driven experiences to keep customers engaged. Careful planning and disciplined spending will help maintain margins and ensure you're stronger on the other side. As the economy stabilizes, manage expectations. While lower interest rates are on the horizon, they’re unlikely to return to pre-pandemic levels, and costs of living and labour won’t decrease significantly. This is a new reality, and adapting early will better position you for long-term success, even in tough times.

As the colder months approach, restaurants that remain disciplined, prioritize customer experience, and adapt quickly to the shifting economy will have a clearer path to success.

As Assistant Vice President, Restaurant & Brewery Finance, at CWB Franchise Finance, Jacob Mancini oversees all aspects of the restaurant lending business, which provides financing for branded restaurant chains on both a corporate and franchisee level. Jacob specializes in portfolio and business development for both national and regional chains.

Tech, please!

How restaurants can leverage technology to get ahead

By David Hopkins

In the current climate, it is incredibly difficult to be profitable and operate efficiently as a restaurant operator. Inflation is omnipresent, skilled labour is hard to come by, and consumer expectations are high. Fortunately, many technology platforms on the market can help restaurants thrive. Leveraging technology is critical, and here are some of the tools operators can use to get head:

Implement an inventory control platform

Inventory waste is expensive; by saving just one dollar of food, an additional $14 in revenue is created. Counting inventory is a critical yet time-consuming aspect of running a restaurant. 75 per cent of all restaurant expenses are variable, making staying on top of your costs and inventory difficult in this industry. Excel spreadsheets are archaic, time-consuming and prone to errors, and for most restaurants, using one of the complicated app solutions is cumbersome and challenging to implement. What operators need is a simple platform providing meaningful insights. There are great mobile apps available with barcode scanning to input inventory directly and allow for as many “counters” as you want to get your cost information quickly. This technology means fewer office days for your team and more meaningful data that makes you money.

Improve efficiency with staff scheduling software

Managing staff schedules is often a logistical challenge, especially in a busy restaurant environment. Scheduling software will streamline this process, allowing managers to create, modify, and communicate shifts effortlessly. Today’s technology includes features for tracking employee availability, managing time-off requests, and more. Using this type of platform can save up to 12 hours on average per week and up to 3 per cent on labour costs. Efficient

scheduling improves staff morale and ensures the restaurant is adequately staffed during peak hours.

Invest in digital bookkeeping

Proper financial reporting is critical to running a restaurant successfully and maximizing profitability. And yet, restaurant owners often don’t have the time or energy to dedicate to bookkeeping. Outsourcing your bookkeeping with a digital solution is highly efficient and typically costs less than traditional, paperbased bookkeeping services. This allows information to be transferred faster and more seamlessly – making things easier on your end. It’s also great for the environment: less paper, less waste.

Implement staff training

Perform a ten-out-of-ten guest experience is critical to winning in the restaurant business, and a lot of that comes down to staff training. While this can be labour-intensive, numerous digital platforms do much of the heavy lifting, allowing you to assign training tasks to new hires, notify staff of process changes, cross-train to manage staff shortages, and more. Implementing proper training can also help your bottom line, as just a 15 per cent overportion could result in a $99,000 loss for a restaurant with $2 million in revenues. Seemingly insignificant operational practices can add up quickly.

Enhance customer experience with digital ordering

The rise of digital ordering platforms has revolutionized how customers interact with restaurants. 71 per cent of diners say that they are more likely to recommend a restaurant with a convenient ordering system. Online ordering systems, mobile apps, and self-service kiosks offer convenience and speed, reducing wait times and helping restaurants manage order volumes more effectively. Additionally, integrating loyalty programs and personalized recommendations into these platforms can drive repeat business and increase customer satisfaction.

Utilize social media and online reviews

50 per cent of diners confirm that social media can influence their restaurant choices and 88 per cent of patrons trust online reviews more than personal recommendations; social media platforms and online review sites are crucial in shaping a restaurant’s reputation. Restaurants can use these platforms to showcase their menu items, share behind-the-scenes content, and interact with their audience. Similarly, monitoring and responding to online reviews allows restaurants to address customer feedback promptly and demonstrate their commitment to service quality.

Embracing technology is no longer a luxury but a necessity for restaurants aiming to stay competitive in today’s dining landscape. By investing in the right tools and staying abreast of technological advancements, restaurants can meet and exceed customer expectations, paving the way for long-term success in an ever-evolving industry.

David Hopkins, President of The Fifteen Group, has over 30 years of experience in the restaurant industry. With offices in Toronto and Vancouver, they have over 30 industry experts who cover all aspects of restaurant operations, from developing new restaurant concepts to maximizing restaurant profits through effective sales generation and disciplined cost control management. The Fifteen Group’s clients range from owner/ operated establishments to multi-unit restaurant corporations.

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