Is your delivery menu a mirror image of your dine-in menu? Chances are it shouldn’t be. That’s the verdict of a recent Restaurant Business report about how to maximize the benefits of offering off-premise food options. You need to consider how well your food and beverages travel, how many pages of options people are likely to tolerate scrolling through on their phones, and how efficiently your kitchen can manage the preparation of various items during peak periods. To make your restaurant more guest-friendly when it comes to delivery, as well as more profitable for you at a time when delivery often squeezes restaurant margins, consider how you can scale down your menu. The Restaurant Business report cited an example of one restaurant that placed its entire menu online, requiring viewers to click through six screens, and another that winnowed its menu down to six items on one page. (The latter restaurant generated an average of 10 times more sales than the first.) It also pays to know your highest-margin items and find ways to feature them more prominently on your menu and boost their appeal. Customers might view beverages, for example, as items that are easy to skip in favor of alternatives available at home or elsewhere. But if you create specialty or seasonal beverages served in containers that travel well and come in sizes that can serve a family or group, you can make them a more compelling sell. Finally, ease the pressure on your kitchen at peak times. Operators are experimenting with a range of options to do that, from reserving front- and back-of-house space for delivery orders, focusing the delivery menu on foods that require less effort and time to prepare, and taking delivery out of the restaurant altogether and using ghost or commissary kitchens to prepare and farm out orders.
Your sustainability efforts could soon be visible front and center for people considering your restaurant for their next meal. Yelp just unveiled its Green Practices Initiative in an effort to help consumers understand how restaurants approach sustainability. Yelp reviewers will now be asked if in their experience a restaurant uses plastic bags, utensils or straws, compostable takeout containers, and whether or not the restaurant offers a discount to guests who bring their own beverage containers. The results won’t be visible immediately but will gradually build a trove of data that will eventually be included in Yelp’s restaurant reviews.
In an industry known for its employee turnover, food safety can be a challenge for restaurants to uphold. How do you ensure your restaurant adheres to food safety practices or other procedures critical to your operation, no matter how experienced your team members may be? Modern Restaurant Management suggests you use app-delivered games to not only protect your food safety culture but to drive employee engagement and retention through the accrual of points and rewards for individual employees or stores. By using such a system to improve your program, you’re tapping into an element of human psychology that can inspire people to improve whether they’re performing poorly or well. A recent New York Times article indicated that Uber considered McDonald’s as a key competitor, so consider this example from the ride-hailing company Lyft, whose decentralized structure and reliance on the gig economy requires it to understand how to motivate employees to not only stay with the company but to continuously improve upon their performance: A Guardian report from a Lyft driver described receiving weekly driving challenges that could result in power-driver bonuses. Having her results tracked and then receiving regular reports about those results gave her a strong desire to “beat the game” — when she had a slow week and received low scores, she was motivated to improve against other drivers. When she was a top performer, she wanted to retain her high score. If you’re looking for ways to keep employees engaged, consider what tools companies like this are using to make the work interesting and motivating for employees (all while ensuring the company achieves the underlying results it seeks).
The National Restaurant Association’s State of the Industry report made a telling statement about the current and future impacts of technology on the restaurant industry. Hudson Riehle, who heads the research and knowledge group at the association, recently reported that delivery, drive-thru and takeout represent 63 percent of restaurant traffic this year, and as a result, the association will now be looking at the industry in terms of “points of access” and not numbers of locations. “The basic paradigm of what constitutes a restaurant in America is changing, and will continue to evolve in the years ahead,” he said.
The average person gets norovirus — a period of diarrhea and vomiting at once — five times in his or her life. The virus can live for several days on ice buckets, glasses, cash drawers, cell phones, remote controls, carpets and many other surfaces, and because it’s so easily spread (a pencil tip can hold the number of cells required to transfer it) it’s a big threat to the foodservice industry. Do you have norovirus procedures in place? (If not, you’re not alone: A poll conducted during a recent webinar for foodservice operators with food safety expert Francine Shaw found that 41 percent of participants had no documented procedures.) Shaw said 75 percent of norovirus outbreaks are attributed to infected workers. Proper handwashing plays a major role but it’s also important to ensure employees know what they need to do when they experience symptoms of a number of illnesses that can spread norovirus. Shaw advised using Form 1B during your employee orientation. It’s available through the FDA and explains the major illnesses that can spread norovirus, as well as what employees must do when they experience the onset of specific symptoms so they are not working in a food preparation situation when they experience them.
Does your kitchen team know where to start when cutting various proteins? Statefoodsafety.com advises that when cutting different types of meat in succession, start with the meat that has the lowest cooking temperature and work up to the one with the highest cooking temperature. For example, start with beef, veal, lamb and pork, then work up to poultry. It will help ensure that any germs the knife carries are killed during cooking.
There are ample financial incentives for restaurant operators to make their existing business practices more environmentally friendly — even if you don’t consider that consumers are loyal to such businesses. If you’re interested in either learning more about green business practices or about improving upon your existing efforts, check out this survey from the Green Restaurant Association. It asks a series of questions about your restaurant’s current practices when it comes to energy use, water efficiency, chemicals and pollution, sustainable food, and use of reusable and disposable products. Depending on your answers, you will be prompted with details about how adopting certain practices could help your bottom line, as well as what specific appliances, products, brands and other resources can help you operate more efficiently in various capacities. Your answers can also give you a baseline assessment to help you see what efforts might help you become a Certified Green restaurant if you’re seeking an industry designation.
For every 10 restaurant employees, seven will leave by the end of the year. That’s according to data from the U.S. Bureau of Labor Statistics. Those comings and goings cost restaurants many thousands of hours and dollars that are required to attract, hire and train staff. Some of that turnover may be hard to overcome, considering the historical demographics of restaurant employees, as well as the seasonal shifts of many restaurants. But there are signs the industry is getting creative about finding and keeping talent — and actions you can take to minimize the turnover you’re experiencing. Starting an apprenticeship program — ACFEF Culinary Apprenticeship Program s are among those available — can help to keep staff in place for a period of years, all while offering the classroom instruction and on-the-job training that can help engage new team members and help them see the longer-term benefits of staying with you. If an apprenticeship program isn’t a good fit for you, at least understand the reasons why your people leave. Like with most other areas of your operation, data can help you here. ChefHero advises you start by conducting thorough exit interviews. If your employees mention poor management as a factor motivating their departure, there are likely steps you need to take to retrain existing staff. If their departure is about a nearby competitor offering better pay, you can reassess your current compensation or identify other benefits you can offer (flexible schedules, time off, development opportunities, employee rewards) that can help you retain people if you’re not able to match the pay of competitors.
Cannabis-infused food and beverages (those items containing cannabidiol, or CBD for short) are a top trend of the year, according to survey feedback from the National Restaurant Association — and yet the FDA still prohibits the use of CBD in these products. That could change soon as the agency is planning to hold its first public hearing in May to determine how it will regulate CBD, which became legal in December. Cannabis-infused products have spiked 99 percent over the past year according to Upserve research, and yet chefs have had to fly under the radar when offering these items, which claim to ease anxiety, pain and other ailments without altering the mind. To date, CBD has been most commonly found in coffee drinks and mocktails, but food applications are on the rise. Carl’s Jr. recently became the first quick-service restaurant in the U.S. to add CBD to its menu, which in Colorado is featuring a limited-time offer of a CheeseBurger Delight that contains about 5 milligrams of hemp-derived CBD extract in its Santa Fe Sauce, according to CNBC.
The automation of a growing number of restaurant tasks may be creating anxiety about the future of restaurant jobs, but the National Restaurant Association’s new State of the Restaurant Industry report had some positive news on that front. According to analysis of the U.S. Census Bureau’s American Community Survey, the number of restaurant jobs with annual incomes between $45,000 and $74,999 jumped 71 percent between 2010 and 2017 (that’s compared to climbing just 21 percent for the overall economy during that period). The result is a sign of career growth prospects and upward mobility even as lower-level jobs decline, particularly at tech-forward brands. Still, recruiting and retaining employees was a top concern operators shared in the report, with 35 percent of operators saying they struggled to find people for open positions, particularly in back-of-house roles. Longer-term projections shared in the report indicate a shrinking teenage labor force, long a key demographic for restaurant operators looking to hire staff. Employees older than age 55 could be stepping into their shoes, however: Between 2017 and 2018, the number of adults in this age group who work in the restaurant industry climbed 70 percent, or by 400,000 people. Does this statistic match your hiring experience in recent months? Watch for the National Restaurant Association to launch a training and certification program that will highlight longer-term professional opportunities available in the restaurant industry.
A cloud-based point-of-sale system has plenty of benefits, allowing you to access your system from anywhere and manage your data even when your Internet is down. But as a Cake report points out, other benefits of these systems may also make for happier employees. By having the ability to review dynamic reports stored in the cloud, you can readily identify your busiest and most profitable shifts and then make changes as needed. Your staff, in turn, can make their own changes so they have the shifts they want and can easily trade the ones they don’t — and you’re not caught short-staffed. Beyond that, your cloud-based system can track what your employees earn. At a glance, you can identify who is bringing in the most sales, then reward (and have a better chance of retaining) those who are best for your business.
A study by the USDA’s Food Safety and Inspection Service that observed participants cooking in a test kitchen found that 97 percent of attempts to wash hands failed. That resulted in 48 percent of participants cross-contaminating spice jars by transferring harmless microorganisms that act much like human pathogens. (The USDA reports that Campylobacter and Salmonella, bacteria found in poultry, may survive on food contact surfaces for up to four and 32 hours, respectively.) Another 5 percent of participants in the study transferred bacteria to salads they prepared. It’s worth a reminder: To adequately wash hands, wet them with warm or cool running water, apply soap and for 20 seconds rub hands together vigorously, washing both sides of each hand, between fingers and over fingertips and wrists. Rinse and then dry hands and wrists with a towel, which you should then use to turn off the faucet.
Conventional wisdom says to toss out any dented can to prevent the risk of botulism. The truth is more nuanced, however, and the risk depends on the size and location of the dent. A new report in The Takeout provides some guidelines. Of course, in the event of major dents or leaks, discard the can (the USDA defines a major dent as one in which you can “lay your finger into”). The same goes
for cans with dents along any seams of the can. However, a minor dent on the side of a can with no large edges or creases, or on the bottom of a can without a bottom seam is likely safe. If you aren’t sure about the risk of a can with a minor dent, Joe Schwarcz of the McGill University Office for Science and Society advises boiling the contents of the can to kill any microbes or toxins that may be present.
The lines between dayparts are getting fuzzy. As breakfast has grown in popularity as a meal to be eaten at any time of day, ingredients that have long been expected in later dayparts are now drifting onto menus earlier in the day. Mike Kostyo of Datassential told Supermarket Perimeter that ingredients or dishes like chicken or cocktails are now showing up on breakfast menus, while chefs are adding an egg to a wide variety of dishes and calling it breakfast. However, he said, guests still tend to look for higher-energy foods in the morning that can satisfy them until lunch and dishes that can help them relax and wind down later in the day, so bear those rules in mind if and when you reinvent menu items for different parts of the day.
If you’re taking steps to reduce your restaurant’s waste and make your packaging more environmentally friendly, why not share the benefits with your guests? A study from Cone Communications about corporate social responsibility found that 88 percent of consumers are more likely to be loyal to a company that supports social or environmental issues. Similar proportions of guests say they trust such companies and would buy a product from them if given an opportunity. Upserve suggests some tips for building a positive image around your sustainability efforts, including offering a discount on the dishes you offer that have the lightest environmental impact (try assessing your ingredients with an eye toward how local they are or how much water or pesticides were used to grow them). If a guest brings his own container to pack up leftovers, offer a small discount or promotion. You can even host a recycling event, encouraging guests to drop off electronics or less-easily-recycled items and then recycling those items on their behalf. If you need to increase your operation’s sustainability efforts before you promote what you’re doing, QSR Magazine suggests you make space behind your restaurant for compost and recycling bins in addition to trash bins, as well as a cardboard baler that will allow you to condense the footprint of your boxes and have them collected at one time. Then work with your supplier to improve upon your packaging. Order compostable or biodegradable packaging and utensils, or if you have to order plastic, aim for only plastic No. 1 items, which are the most frequently recycled plastics. Finally, understand what can and cannot be recycled by your provider. You may be overlooking items —lightbulbs, batteries and printed menus, to name a few — that are recyclable.
Are your accounting practices still paper-heavy and technology-light? Automating your processing of invoices can unlock a number of real-time benefits for your business, according to a Restaurant Nuts report. For one, automating your invoices can help you capture data by line item and decrease the number of manual processes you must manage, which allows you to spend more time on other parts of your business. You can track inventory prices (in addition to your other bills) in real time, so you can make adjustments to your ingredients or menu pricing as soon as they’re needed and not have to play catch-up. The same goes for waste — an automated system can help you see what’s selling and what’s not so you have a better handle on the supplies you need, and if you ever have to reject a shipment, you can make sure you keep on top of any credit given to you by a vendor.
Offering a targeted loyalty program will build your customer base — no big surprise there. But how much more effective is it to offer such a program than to not offer a program at all? And with so many businesses offering loyalty programs nowadays, how can you stand out? New research from Accenture Interactive found that members of customer loyalty programs generate 12 to 18 percent more revenue for businesses than customers who aren’t members of a program, Dine Engine reports. What’s more, 81 percent of consumers said they were more likely to continue giving their business to brands that offer a loyalty program and 73 percent are more likely to recommend a brand with a strong program. The report said consumers are more likely to adjust their spending based on a loyalty program by spending more money to earn more rewards. These programs may even help restaurants retain loyal guests during economic downturns when consumers are cutting back on discretionary spending. However, research from Forrester found that more than 80 percent of loyalty programs use currency such as points or miles, which can make it difficult for programs to stand out. To boost your program’s chance of success, it can help to remove the barriers that stand between your guests and the rewards they can earn. Show them a clear path to rewards and try to avoid having them encounter multiple barriers such as having to download an app, remember a membership card or login details at each visit, enter a code or register an account online. Also, take a look at potential experiences you can offer your guests. What memorable events or offers can you provide that won’t easily be replicated by your competitor down the street?
Adopting new technology for your restaurant may seem like a necessary evil — the initial investment can be substantial, there are multiple pieces and functions to consider, and it’s impossible to know how quickly the popular tech tool of the moment will become obsolete. Still, the numbers show clearly that restaurants that don’t adopt technology will be left behind. Operators from brands including Wings Etc., Fazoli’s and Your Pie have struggled with this dilemma and they addressed it at the recent Restaurant Franchise & Innovation Summit in Louisville. According to a report in Kiosk Marketplace, the leaders emphasized that operators feeling vexed over tech decisions aren’t alone. The best way to make progress, they agreed, is to focus on doing one thing (or a few small things) well and then gradually improving upon those efforts. Zero in on your biggest pain points or opportunities: Your Pie has set out to perfect its AdWord campaigns to find the right customers, while Fazoli’s has focused on building upon its data-rich loyalty program. For whichever tech tools you decide to focus on, create a broader strategy that considers all of your stakeholders and spells out how they might contribute to (and benefit from) your success.
A single foodborne illness outbreak could cause a quick-service or fast-casual restaurant approximately $2 million in financial damage, according to a 2018 study from Johns Hopkins University. Your restaurant’s ability to deliver safety training and respond to threats quickly in an environment of escalating costs and shrinking training budgets can make a huge difference. Modern Restaurant Management suggests digitizing and automating your food safety audits to drive food safety consistency and quality, in addition to making reporting and compliance a less time-consuming process. For example, instead of having to remember to manage certain tasks during a busy shift, you can schedule alerts, surveys and checklists to go out at specific times of day to team members via a mobile app. Instead of recording results with paper and pen or on a spreadsheet, you can report them on a dashboard-based system that can automate food safety standards and reinforce them across multiple restaurant locations.
Improper cleaning and storage of your knives can cause these tools to become blunt and worn prematurely or cause injury. Chefify advises operators to wash, dry and store knives immediately after each use. Soaking them with other tools may result in damage if the knives knock against those items, prolonged soaking can corrode the blade’s chromium coating, and the heat of a dishwasher may wear out knife handles. When storing knives, avoid placing them in a drawer with other utensils where they may become blunt or cause injury. Use plastic blade guards if you store knives in drawers or, better yet, store them on a magnetic strip or in a wooden block (blade side facing down).
Could your restaurant go cafeteria-style? According to new research from Datassential, cafeteria-style setups may be a modern reinvention of the buffet. In a recent survey of 1,500 consumers, 55 percent of respondents said they like or love cafeteria-style dining. These arrangements are especially popular with consumers who have young children and want a range of choices to suit the whole family. There could be other benefits to these arrangements too: Having a server dish out
prepared food in a cafeteria line could provide the labor-side benefits of a buffet and also help protect food safety, since guests aren’t serving themselves.
“If you’re gluten-free, why do you see menus where 80 percent of the items have gluten?” That’s what Kitchen United CEO Jim Collins asked during a restaurant technology event hosted by The Spoon last fall. The point makes sense: After all, why waste space on a menu by trying to sell a customer with celiac disease a lot of food he can’t eat, right? But it’s a typical occurrence. Even as restaurant brands embrace personalization and customization on menus, there is still a ways to go. The transition could be happening sooner than we think, however, particularly considering McDonald’s and its recent $300 million purchase of Dynamic Yield, the personalization startup company. The transaction is designed to make the brand’s in-store and drive-thru menus more technologically dynamic, changing up the food selection that pops up on menus depending on the weather, time of day, trending restaurant menu items, and current restaurant traffic, as well as suggesting additional menu items based on what the customer selects. This doesn’t sound that far off from what many restaurants with touchscreen ordering can already offer, though, so it begs the question: What’s in the pipeline? As restaurants embrace tech that responds to feedback from customers and other external factors, operators should consider how this is likely to play out. Could your restaurant technology help you lay the groundwork for offering guests the specific menu options they’re most likely to buy?
Restaurant work can be physically and emotionally grueling — but operators can take steps to make the environment a healthier one for staff. We Are Chefs offered some suggestions to set a positive tone. First, take charge of hydration: Have a water-drinking competition and award a point for each day a person reaches a set level, and replace energy drinks with body-friendly options like Emergen-C over iced soda water. Offer healthier options on your staff menu. Now that the weather is improving in many places, get staff outside, whether for just a quick stretch, to clean racks or to cook specials on a smoker. Challenge your team to walk or bike to work. Finally, keep your music and conversation upbeat and positive.
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