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Restaurants should pay close attention to the environment in which their staff works and greets customers. Between day-to-day operations, repetitive tasks, unforeseen circumstances, and managing the dining area, it’s easy to overlook certain vital details. QUASEP breaks down these items.

It’s more than a question of keeping your restrooms spotless. At some point, everyone has noticed a burnt-out light bulb in their entrance or even dining area. You know it’s there, you walk by it constantly and tell yourself it needs to be changed. Sure enough, you get caught up with other tasks, and by the next day, nothing has been done. And who can blame you? When you’re running a business, you don’t necessarily have time to worry about the small things. But these details are more important than you might think.

Set standards

Whether it’s cloudy residue in a glass, a stain on a napkin, a wilted plant, a tear in the tablecloth, a crooked picture frame or a chipped plate, people notice the details. And this is especially true of customers, who have time to take in their surroundings as they wait to place or receive an order. They might not seem it, but they’re very aware—just as you would be if you were in their shoes.

What’s the solution? Try making lists of items or areas that need to be checked. Find time to walk around your restaurant before opening, or even during service. Make it a part of your daily or weekly routine. You can even designate a specific person to take charge of these tasks.

Digital tools with integrated management software are a great place to start. These can help you create mini “audits” with customized settings based on your needs. Why not train your staff to use these tools?

Be consistent

Beyond light bulb and glassware checklists, excellent customer service is crucial. And this comes down to the details. As you well know, decor, design, furniture and style make up your restaurant’s identity.

Be sure not to overlook lighting, which sets the tone and instantly creates an ambience for your restaurant. Warm or cool lighting can be the difference between a cozy or vibrant atmosphere. It’s the first thing your customers will notice when they walk through the door, so take the time to assess and ask yourself the right questions. Are your tables too brightly lit? Is the bar too dark? The best way to find out, of course, is to put yourself in the customer’s shoes.

And when it comes to online reviews, customers will criticize anything, including the details!

In your kind of business, the months of February through May include at least three key dates—Valentine’s Day, Easter and Mother’s Day. How can you best prepare for these special occasions? QUASEP offers a few tips.

The start of the year is often a quieter period, but there are certain key moments where business should pick up again and boost your annual sales. Valentine’s Day, Easter and Mother’s Day are the perfect opportunity to make that happen.

Data from OpenTable shows that 70% of American diners spent more on Valentine’s Day lunch or dinner in 2023, and that the most popular reservations aren’t just on the 14th. This year, Valentine’s Day falls on a Friday, but it’s important to remember that customers also book tables before and after the holiday. Why not offer a “Valentine’s Brunch Special” on Saturday or Sunday for friends to celebrate?

Get creative

As a restaurant operator, you shouldn’t just try to bring in couples on Valentine’s Day, or mothers on Mother’s Day. And evenings aren’t the only time to celebrate. Happy hours and brunches are a great alternative and an opportunity for menu specials. Boost sales by offering discounts on reservations made before a certain date. What works for Valentine’s Day can just as easily apply to Easter and Mother’s Day.

According to statistics published last year by the National Restaurant Association in the US, over 40% of consumers plan to use restaurants on Mother’s Day. Among these respondents, 34% said they’d dine out, while 12% said they’d order takeout for the occasion. When asked why they’d choose to eat out, 56% said they wanted to “pamper” their mothers. No surprise there. However, an impressive 48% said they’d like to create a special experience with family or friends. Be sure to offer your customers that opportunity!

Once again, what’s true in the US also applies in Canada. In fact, Mother’s Day is the busiest day of the year in our restaurants. A study by Snappy, an integrated restaurant management platform, shows that 44% of Canadians are planning to take their mothers out for the occasion, with 56% choosing dinner as the preferred meal.

What are the trends in customer preferences for these special occasions? Promotions and multi-course menus. For Easter, the quintessential family holiday, customers often opt for brunch. Whether it’s a buffet, a four-course tasting or a themed menu, whatever you choose will attract certain customers looking for irresistible offers and experiences to share with their loved ones. Easter is also a great time to organize children’s activities. Why not have a rabbit mascot that goes from table to table?

Your business is a fundamental part of celebrating these special occasions. By recognizing the opportunity and taking the time to carefully craft your offering, you’re sure to boost sales during this key season.
 

Making alcohol more affordable for Ontarians has been one of the Ford government’s key measures since its first 2018 campaign and its “buck-a-beer” slogan. The plan has led to dozens of changes in the way alcohol is sold and distributed in Ontario. Last fall, thousands of convenience stores throughout the province were given authorization to sell beer, cider, wine and ready-to-drink alcoholic beverages.
But how have these changes affected Ontario restaurants and their ability to generate revenue from alcohol sales?

“The Ford government has really had a number of alcohol-related measures that have directly affected restaurants since the pandemic—some good, some not as good, but these policies have had a very positive effect overall,” says Kris Barnier, Vice President of Central Canada at Restaurants Canada.

For example, the government has reduced wholesale prices that restaurants need to pay the Liquor Control Board of Ontario (LCBO) for wine and spirits, saving them thousands of dollars each year. The government also froze basic alcohol tax rates to offset the effects of inflation in recent years.
Barnier also hopes that the relaxed regulations allowing the sale of alcohol in convenience stores will lead to lower wholesale prices for restaurants to stock up on beer. “When you consider the market and its purchasing power, Ontario should be one of the cheapest places in the country to buy beer, but that is hardly the case. For restaurants, a keg of beer costs $100 more in Ontario than in British Columbia, which itself is far from being the cheapest province in the country,” says Barnier.

Cost of living more of an issue than convenience stores

Restaurant alcohol sales have been declining in the province for some time now. In 2019, 19% of all alcohol sold in Ontario was consumed in restaurants. This figure has been steadily decreasing ever since, and now stands at 16%, according to Restaurants Canada.

“It’s too early to see the impact of the new measure, but it’s clear that the trend started long before beer was made available in convenience stores,” says Barnier. “At the same time, we’re seeing that people are consuming less in restaurants because of inflation, which is driving down alcohol sales.”
Given this economic pressure, consumers are not only going to restaurants less often, but they’re changing the types of drinks they order. “Consumers are more drawn to small quantities of high-quality liquor, such as cocktails and spirits, and we’re seeing fewer people consuming large quantities of cheaper alcohol,” says Barnier.

This change in consumer behaviour is especially difficult for pubs, which rely on alcohol sales for up to 70% of their revenue, while other businesses may in fact benefit from the trend.

According to Barnier, the situation could still be much worse for Ontario restaurant operators were it not for the Ford government’s changes in alcohol legislation. “Alcohol sales remain an important part of our revenues. It helps, it helps a lot, but in the end, we’re seeing that the best way to protect restaurant revenues is to protect people’s purchasing power.”
 

With the holiday rush over, the restaurant industry can finally catch its breath. A new year has begun, with all its challenges, new developments and changes. Get prepared by taking a moment to look at this year’s upcoming trends.

Transparent tipping

In 2025, a good way to strengthen your relationship with your customers is to be more transparent about your tipping practices. If you operate in Quebec, you won’t even have a choice, since a new consumer protection law has changed the regulations on tipping. This means a revision of payment terminal configuration and standardized tip calculation across all restaurants.

In practical terms, suggested tip percentages will be applied to the amount on the bill before taxes, rather than after taxes. As you might expect, the new calculation method will likely result in a drop in income for front-of-house staff. The change will take effect on April 7, 2025.

Whether you’re forced to review your practices or not, as a manager seeking fairness for your staff, you can always propose a tip-sharing agreement. Be careful, however, and check the legislation before implementing such a system, as tipping regulations vary from one province to the next.

Advantages of QR codes
 
You may be familiar with this little two-dimensional graphic, but it’s important to understand the crucial role it plays in your customer relations. In 2025, the Quick Response (QR) code will show its full potential. The good news is this intuitive tool is just as easy for restaurant operators to set up as it is for customers to use.

Simply scanning the image provides access to a PDF file, image, website, geolocation or digital payment. These options offer endless possibilities for communicating and maintaining your relationship with customers. Increasing accessibility, efficiency and profitability, QR codes are a vital tool for restaurant operators.

Faster ordering and reservations

As you’re certainly aware, QR codes provide access to your restaurant’s menu or website. When installed on outdoor-facing window or at the entrance, they allow people to take a virtual tour or make a reservation, even outside opening hours.

Smooth flow of traffic

On a busy night, with customers crowding around your entrance, there’s no need to panic. Using a QR code, guests can sign up for an online waitlist. When their table is ready, the system sends them a notification. And best of all, there’s no need to line up for online order pickup.

Average bill increase of 30%

The system behind QR codes not only updates the menu in real time, but updates offers and adds new items. The goal is to encourage customers to consume, without pressuring them.

100% secure payment

How can you save time when billing the customer? Simply provide a QR code that links to a dedicated mobile app with an online payment system. This makes table turnover faster and more secure.

Customer information

QR codes are a great way to collect a range of data about your customers. This information can help you adapt your marketing strategy, recipes and prices. You can even set up feedback surveys to fine-tune your products as needed.

Technology and opportunities

Whether because of IT security issues or regulatory requirements such as Quebec’s new sales registration module (WEB-SRM), many restaurants using outdated IT systems will be forced to catch up to the 21st century this year.

It’s important to look at the positive side of this requirement. This is an opportunity for you to increase your restaurant’s productivity and improve the customer experience. This includes automation, robotization and standardization, along with high-performance applications and the latest AI technology. To illustrate this point, here are the advantages of these tools and other IT platforms available to the restaurant industry.

• Optimized kitchen operations: You may already be using a collaborative robot, or cobot. By entrusting this device with the more tedious tasks, you save time and efficiency for your kitchen staff, who can devote themselves to other, more rewarding work.
• Customer orders managed in real time.
• Personalized customer experience through order history data.
• Collection and centralization of data on customer consumption habits.
• Weekly meal planning using web-based tools that collect customer data on food preferences and habits.

By learning all there is to know, you’re better prepared to take on the new year. It’s now up to you to optimize your business.

After the holiday season, restaurant business tends to slow down. This can be a difficult time for independent businesses, especially as major chains continue to come up with “aggressive” prices. What’s the trick to staying competitive? QUASEP provides some insight.

Does the January crisis apply to all restaurants? Is the post-holiday drop in sales and average bill price inevitable? It’s all a matter of strategy for restaurant operators, who need to maintain a level of income that covers fixed costs. Offering promotions is key. Keep in mind that the major chains will be even more aggressive in 2025.

Irresistible offers

Every restaurant is unique, and every manager knows their own environment (competition, location, clientele, etc.). You’ve spent the year building relationships with your customers, so make sure you keep them close during the slower post-holiday period.

Offer your customers discounts without cutting back on the quality and “value” of your menu. This can mean tailor-made offers in line with your unique brand, while major chains capitalize on “value” menus and increasingly competitive deals. McDonald’s, for example, is rolling out a wider value menu in the US in the first quarter of 2025, after extending its $5 value menu through summer and winter. The strategy of encouraging additional purchases for high-profit products is gaining momentum.

According to Danilo Gargiulo, an analyst specializing in restaurants at Bernstein Investment Research, “It’s going to be at least the first six months of 2025, when we’re going to be seeing elevated promotions, but it’s likely going to be the entire 2025.”

Optimize time and resources

This slower period is not only a great time for you to work on your menu, but also for staff to take a vacation after the holiday rush. Use this opportunity to reduce your opening hours.

It’s also the ideal time to do maintenance work, revamp the dining area, or carry out any other such tasks.

Closing up shop altogether for one or several weeks might not be a bad solution either, if you know that January will mean low orders or empty tables. Giving yourself a break can also be a sensible strategy to help you start fresh towards building a solid, competitive pricing strategy in the year ahead.
 

The pandemic has transformed consumer habits, and remote working has pushed people away from daily commuting. As a result, more and more people are treating themselves to a moment alone at the restaurant. This means you’ll need to be ready to accommodate these solo diners. QUASEP takes a closer look.

The solo dining trend is growing in restaurants. According to online reservation platform OpenTable, solo dining reservations in the US have risen 29% over the last two years. Whether it’s with a book, a tablet or nothing at all, solo diners are enjoying their restaurant experience in their own way. In a 2022 survey of 1,200 American consumers, research firm Mintel found that more than 60% of respondents felt comfortable eating alone at the restaurant.

Adapt your space

No matter how they view the practice of solo dining, restaurant operators have a vested interest in creating a welcoming space that caters to these customers. According to an August report by online platform Lightspeed, aimed at drawing restaurant operators’ attention to the phenomenon, “No one wants to feel like they are singled out for going solo.” The trend offers significant business opportunities that shouldn’t be overlooked.

When it comes to accommodating these customers, the layout of your restaurant is key. According to Montreal-based interior designer Zébulon Perron, having a bar area that’s separated from the wall is the best way to make solo diners feel comfortable. The business owner, who has been working with the hospitality industry for many years, insists that people eating alone want an experience “just like any couple, group of friends or work colleagues at a business dinner.”

Accommodating solo diners is key. They don’t necessarily want to interact with other customers or with staff. Placing tables in more secluded spaces can help boost the profitability of your dining area.

Adapt your menu

Not only can the layout of your restaurant be adapted for solo diners, but so can your menu and portion sizes. Try offering promotions such as partnerships with hotels—especially, but not exclusively, for business travellers.

In an August interview with CNN Business, OpenTable’s chief growth officer Robin Chiang explained that solo diners see eating alone as “a way to unplug and treat themselves” while enjoying a special moment on their own. Solo dining isn’t a fad, but rather a lifestyle choice—so don’t be afraid to tap into this promising market!
 

As people often say, "The best restaurant in your area is often the next one to open." That’s never been truer than it is today. At least that’s what food guides, food critics and bloggers all seem to be saying. At the top of the list are usually the newest restaurants, the ones that everyone wants to go and try for themselves. It’s a great way of getting the word out about your business, and it usually requires little effort.

A bridge in Quebec was once blocked off because an influencer had given a restaurant’s poutine a rating of 9.8 out of 10. His viral video brought in customers from all over the province, who spent hours in line to try the dish. But in the fast-paced world of today, the hype often dies down just as quickly as it starts.

Beyond the initial hype

You might offer the best food and service in town, but once the hype surrounding your new restaurant wears off, people might stop talking about it, and you’ll quickly fall to the bottom of the list of local restaurants, or your online presence will drop.
While it’s easier for high-end restaurants to get listed in guides, all restaurant operators need to maintain their visibility and media presence.

The importance of online reputation

In today’s highly competitive restaurant industry, dedicating time to your online reputation is an absolute must. This means you’ll need to respond quickly to comments on social media and maintain an active online presence. Many consumers are accustomed to using online guides and reading articles when choosing a restaurant, or being able to make reservations and even order meals online. Being invisible on these platforms will not only deprive you of potential new customers, but will prevent your existing clientele from finding you.

A strategy for visibility

You need to take the time to come up with a strategy for staying on top of the list of restaurants in your area. And that won’t happen on its own. Find different ways to get customers talking about you. Add new dishes to your menu, share photos and videos on social media, create new customer experiences, organize contests or come up with a variety of content.
To maintain your visibility in food guides, you’ll need a proactive, diversified approach. Keeping a strong online presence will not only help you attract new customers and retain your existing ones, but it will increase your chances of making it into guides. You’ll become the “must-try” restaurant, and your business will take off.
 

Fifteen years ago, restaurant profit margins averaged between 15 and 18%[LL2], depending on the type of business. This meant substantial profits during peak periods, which allowed these restaurants to survive the slower seasons.

Today, these margins typically range from 3 to 7.5%. With the increase in most restaurant expenses (rent, raw materials, etc.), profits generated during peak periods are nowhere near what they used to be, and can no longer make up for off-season losses.

The days of being able to spend the winter renovating your restaurant are long gone. You have to keep your business going, reduce costs and increase profits. One possible strategy is to opt for a percentage lease when renegotiating your rental agreement.
In 2022, according to Statistics Canada [LL3], restaurant operating profit margins in Canada averaged 4.3% for full-service restaurants, 4% for limited-service restaurants—mostly fast-food restaurants—and 5.1% for special food services.

Adapt to an evolving landscape

As a restaurant operator, you’ll need to be cautious, flexible and creative if you want to increase profits, even during peak periods. Plan ahead to avoid temporary closures and layoffs during slower months, when you might be short on cash. This will help you avoid losing key staff members.
Have you noticed this new trend? Have you had to adapt your business so that it no longer relies solely on peak periods?
It’s absolutely essential to adopt a business-savvy approach and review your profits over the course of each year, rather than focus on seasonal figures.

Get creative and cut costs

Many restaurant operators are adapting by diversifying their businesses with ready-to-eat takeout meals, catering services, mise en place or subcontracting—first during the slow season, and then throughout the year.

Think outside the box

As profit margins decline, the key to survival in the restaurant industry lies in flexibility and creativity. Operators need to be ready to adopt new year-round strategies and rethink their business and profitability models.

As we know, the restaurant industry is all about novelty and bringing in new customers. But making sure they come back is even more important. It won’t replace good food and service, but using a mobile app that suits your needs is a great way to build customer loyalty.

These solutions are no longer just for major chains. A wide range of systems are now on the market, meaning independent restaurants won’t have to invest large sums of money to use them.

Not only do loyalty apps offer rewards, encouraging customers to come back more often, but they provide you with valuable data on purchasing patterns. These insights will help you optimize your marketing strategy and menu, while maximizing your returns on promotions and combos.

Personalize your message

These apps are all about personalization. They’ll help you identify your target market and improve your customer communication strategy. For example, you can send out personalized newsletters based on each customer’s preferences. Let steak lovers know about your meat dishes, and show vegetarians all of your menu items that suit their diet.

Instead of sending out a generic message, create a one-to-one connection with each customer. Mobile apps allow for direct communication, without relying on social media algorithms that can easily drown out your message.

Some apps even allow you to run exclusive offers. This means higher profit margins than with generalized offers, and more rewards for your most loyal customers.

At the same time, overdoing it with these types of promotions can have the opposite effect. It’s best to catch people’s attention without being aggressive, because installing a mobile app can be a big ask for some customers—especially those who aren’t great with technology.

If you manage to strike the right balance, your hard work will surely pay off. Give it a try!

Tip sharing is a great way to make your restaurant’s kitchen positions more attractive and promote fairness within your team. But before you introduce a new system, be sure you’re aware of any applicable regulations, especially if you’re operating in multiple provinces.

In Quebec, as well as in Newfoundland and Labrador, for example, only the staff can choose to set up tip-sharing systems. And they’re still the only ones who can decide how to split everything up. This isn’t quite the case in New Brunswick, Ontario and British Columbia, where employers have more of a say on the matter.

In Ontario, employers can even take home a share of the tips, as long as they’re working a position that normally receives tips. For example, a restaurant manager who replaces a sick employee at the cash is entitled to a share of the day’s tips. However, the same would no longer apply the next day if that manager spends the shift in the office doing accounting work. There are no specific tip-sharing rules in the other provinces (Nova Scotia, Manitoba, Saskatchewan, Alberta) and territories.

A reward for the team

Whether or not you have a legal obligation, it’s always best to involve your staff as much as possible in setting up your tipping system.
This is especially true for your service team, since you’ll want each person to get their fair share of the pie.
Why not combine front-of-house staff tips with kitchen staff tips? After all, the two teams rely on each other’s work in order to earn that money. If great food is coming out of the kitchen, it will likely be reflected in the tips received by servers. Most people are team players, but sometimes they just need a reminder. This will make it easier for you to justify sharing these earnings across the whole staff.

For everything to go smoothly, you’ll need to set up a reliable, hassle-free tip collection process for your staff. There are a number of low-cost mobile apps designed to facilitate tip distribution.

Once your system is up and running and your whole team is on board, keep an eye out for any changes in tipping regulations, which often change drastically from one season to the next.
 

For your restaurant to succeed in today’s market, simply delivering a quality menu is no longer enough. To keep customers coming back, you’ll also need to provide them with a memorable experience.

However, building an effective experience in line with your business values is no easy feat, according to Jacques Farcy, President of the Société des alcools du Québec (SAQ), a Crown corporation that, in recent years, made improving its customer experience a top priority.

In his view, restaurant operators seeking to fine-tune their customer experience need to understand one key concept: “It’s not about the part of our brain that takes in the experience, but instead the part that remembers it.”

A customer’s experience within a store or business is not an objective assessment of the service provided. In other words, there’s no need to perfect every last detail imaginable. The important thing is to create a positive overall impression.

One great way to do this is to offer customers something that will grab their attention and truly wow them. For restaurants, this might mean a complimentary item such as a signature hors d’oeuvre or palate cleanser.

Special attention from the service staff, for example remembering a regular customer’s name and favourite menu item—with the help of any number of reservation and point-of-sale solutions—can go a long way to enhance the experience.
“If customers feel they’ve experienced something special, it will completely change their perception of the rest of their visit,” says Farcy.

Ending on a high note

Another key component of the customer experience is the way it ends. “We always remember the end more than the beginning. You can have a wonderful evening, but if things turn sour in the last few minutes, that’s all you’ll remember,” says the SAQ president.

Customers might leave with an altered perception of their experience if they wait too long for the bill or, on the opposite end, feel rushed to leave their table to the next guests. On the other hand, a couple who had problems with their order might forget about the situation if they’re invited to extend their evening seated comfortably at the bar.

“The key is to make a positive impression on people. If you can do that, the rest of your interactions will be perceived in a much more positive light,” says Farcy.
 

Neurodivergent people are often viewed as ill-adapted to our society, which is full of all kinds of interactions and stimuli. Even innocuous situations can be very difficult to cope with. Understanding neurodiversity and making simple adjustments within your business will help you make these types of people feel more welcome. QUASEP offers a few suggestions.

Neurodiversity, which includes autism and attention deficit disorder with or without hyperactivity (ADHD), causes a person’s brain to process information differently, compared to a neurotypical person’s brain, which functions in ways that are associated with the majority of the population. An estimated 15% to 20% of the population is said to be neurodivergent. Studies have shown that about one third of these people experience difficulties in finding employment.
 
In a 2022 survey by Texthelp, a company that develops inclusive education technology, 61% of workers who identify as neurodivergent said they experienced stigma or felt misunderstood in the workplace.

Creating a neuroinclusive space

At first glance, you won’t be able to tell which members of your team are neurodivergent, making it difficult to pinpoint the challenges they may face. Take care of these employees and make them feel valued by remaining flexible and making adjustments where necessary.

The first step is to get informed. There are organizations that can help you understand the implications of neurodiversity and how to create a neuroinclusive culture within the workplace. According to the organization Nüense, which helps companies build neuroinclusive spaces, measures are often easy to implement, such as flexible schedules, physical adjustments to the work environment, work accessories, assistive technology and even adjustments to the job description.

Adaptability is key. For example, if a staff member has attention deficit hyperactivity disorder and prefers working with background noise, it’s important to allow them to wear headphones. The goal is to make the workplace accessible and accommodating for these employees without stigmatizing them, all while demonstrating curiosity, openness and empathy.

Welcoming customers

Factors such as a restaurant’s lighting can be crucial for neurodivergent customers. Providing areas with subdued lighting is a fairly simple solution. In Canada, some establishments even provide sensory kits to reduce surrounding noise, with earplugs or noise-cancelling earmuffs.

Working with neurodivergent people is an opportunity to adapt to youradapt your space. Best practices for human resources usually foster an inclusive environment, while focusing on clear processes, psychological safety and open-mindedness.