Resources

From being more environmentally conscious to finding new ways to reduce its footprint, the foodservice industry has its share of challenges ahead. Why not have your customers join in the effort? QUASEP leads the way.

Local sourcing is a great place to start, but it shouldn’t be your sole objective. Sustainable development should be seen as a long-term process that applies to every aspect of your business. Environmental awareness and strategies to limit your footprint must be built into everything you do—and this goes beyond working with local food suppliers.

Listen to your customers

In addition to food innovation and footprint-reducing alternatives, calling on your customers for help is an excellent strategy to stay motivated. Finding a clear way to communicate your goals is key. Engaging in active listening with your customers as they express their needs and concerns will significantly improve their experience with you. Sustainable development comes with many challenges, some of which you might overlook as a business operator.

Organizing special environmental days and activities is a great first step towards raising awareness and taking concrete action. A customer’s ideas may very well spark a lasting change in practice.

Work with your customers 

For health reasons, reuse is largely prohibited within the industry. When it comes to packaging and container deposit-refunds, a number of alternatives are emerging as organizations partner with businesses to tackle the issue of waste. Food reuse is something to think about in advance. Why not take what was considered food “waste” and repurpose it as ingredients for a recipe, which will reduce food waste and cut costs for a particular menu item? Generally speaking, you’ll want to test these ideas before implementing them on a permanent basis, and that’s where your customers come in. More than likely, they’ll be happy to help you, as it will make them feel valued.

As a way of recognizing these initiatives, a number of certifications and ecolabels have been introduced over the years. These are another great starting point to show customers what your goals are. In North America, more and more restaurants and institutions are displaying ecolabels to demonstrate their commitment to sustainability. For tourism-related businesses, for example, Biosphere certification can help you draw up a personalized plan to suit your needs and possibilities.
 

EDI is an acronym that comes up often. Equity, Diversity and Inclusion should not only be part of your vocabulary, but be reflected tangibly within your business. These values can also make you more attractive as an employer. QUASEP takes a closer look.

There’s no magic formula for making your organization more inclusive. Start by making sure you promote values through concrete actions that are recognized as such by your team.

Respecting diversity means ensuring your staff feel valued within your business. We often think of people from immigrant backgrounds, but this “target” group is far from homogeneous, and we shouldn’t treat them as such. A more inclusive approach is in order: “How can I include a person with a temporary or permanent disability in my team? How can I ensure that this person feels as involved and valued as everyone else?” These are often taboo questions, but they need to be addressed internally.

Beyond the hiring process

Job vacancies are a fact of life in the industry, and it’s generally a good idea not to close any doors when it comes to hiring. Inclusivity will help you gain access to resources you would have otherwise never considered.
 
Making your establishment more accessible to people with mobility impairment, for example, will help you bring in a new clientele and establish your reputation as inclusive. Having someone on your team who experiences the daily challenges of navigating public spaces and businesses will offer you a reliable perspective.

EDI is a cross-functional framework that goes beyond human resources. Incorporating these initiatives into your employer branding is a great way to add value to your business. Working with suppliers who are environmentally conscious in their sourcing is a fairly classic approach, but you can apply this approach to other areas that are important to you and in line with your business strategies.

From a business standpoint, moving forward on these issues sends a strong message and serves as an opportunity. Word of mouth goes a long way, and the customer experience will improve.

A number of organizations and associations offer training on the subject. While these sessions will help you understand the concept of EDI, it’s up to you as an operator to set up the right environment for your employees and to “use” it for your business. Something to think about!
 

Tip sharing between servers and kitchen staff is a great way to attract workers in the foodservice industry. But be careful when implementing these policies, as they may have tax implications.

The Canada Revenue Agency (CRA) distinguishes between controlled tips and direct tips. Any tips that the customer is required to pay, for example if a predetermined service charge is added to the bill, are considered controlled by the employer. Tips that are collected by the employer and redistributed to employees based on the employer’s tip-sharing rules are also considered controlled. These tips are seen as part of the employee’s regular pay, and therefore subject to federal tax systems such as Employment Insurance premiums and Canada Pension Plan contributions. This minor detail can make all the difference, since tips can significantly increase the employer’s contribution to these plans.

No contributions for direct tips

On the other hand, direct tips, i.e. tips paid voluntarily by the customer, are not considered taxable by the CRA and therefore do not count towards the calculation of tax deductions. It is important to note, however, that voluntary tips paid electronically are only considered direct if they are given to employees at the end of each shift. In any other case, tips are considered controlled.
Tips distributed under a sharing system agreed upon by the employees are also considered direct tips, even if the employer is in charge of redistribution.

Also, if your establishment is in Quebec, employees are required to declare all tips to their employer, regardless of the manner and circumstances in which they were received. The employer must then report this information to the tax authorities. In other words, the rules for controlled tips apply to all tips in Quebec.

Restaurant operators who want to review their tipping policies should pay close attention to these tax considerations and provincial regulations, which vary significantly from one province to the next.
 

Food cost percentage is perhaps the most widely used performance indicator in the restaurant industry.
“When two restaurant operators meet, the question, ‘What’s your food cost?’ is sure to come up,” says François Pageau, an instructor at the Institut de tourisme et d’hôtellerie du Québec (ITHQ). “But most of the time, the figures they come up with aren’t exactly right, because there are many food costs and many ways to make mistakes when trying to calculate the metric.”

The formula for calculating food cost is simple: take the cost of the food used over a given time period and divide it by food sales over the same period. Then multiply the total by 100 to arrive at a percentage. According to Pageau, most mistakes restaurant operators make are in the “cost of food used” portion of this calculation.

It may be tempting to simply divide your purchases by your sales, but this operation leaves out an important detail: inventory flow.
“If you place a large order right before the beginning or end of a given period without factoring it into your calculation, simply adding up your purchases will leave you with an entirely different result,” says the ITHQ instructor. It’s better, he points out, to calculate the value of your inventory at the start of the period, add your purchases, and then deduct the value of your inventory at the end of the period. This is a much more accurate representation of your actual food cost.

Putting the metric in context

“On its own, an accurate calculation of your food cost won’t tell you how your business is performing,” says Pageau. “At the end of the year, managers looking at their books will find any number of small items that weren’t factored into the calculation, which will inflate the expenses and therefore the food cost.”

For example, mistakes with proportion, losses, waste, staff meals or even theft will add up over time and affect the bottom line.
The ITHQ instructor also points out that food cost depends on sales, meaning it can vary significantly based on what customers order. “For example, the food cost of coffee is always very good, since it costs almost nothing to produce. So, selling a lot of coffee can significantly decrease your overall food cost,” says Pageau. “But if you sell a lot of a very expensive dish, even if its food cost isn’t as profitable, it will bring in more revenue. Sometimes it’s better to make a small percentage of a larger revenue than a large percentage of a smaller revenue.”

This is why, Pageau explains, you should be wary of making food cost a criterion for evaluating a chef’s performance. “The metric is closely linked to sales, so it tells us at least as much about the quality of the wait staff.”

That said, knowing your food cost is a great way to benchmark against the rest of the market and assess your profit margins—as long as you calculate it properly.
 

In 2023, we saw fluctuating economic conditions, with inflation, rising interest rates and labour shortages. Despite these challenges, Canada’s dynamic franchise industry continues to thrive. In fact, franchising is the 12th largest industry in Canada—the country with the second largest franchising industry in the world, behind the U.S. In 2023, the franchise industry income accounted for $120 billion of Canada’s GDP, according to the Canadian Franchise Association. But how should you go about finding the right location for your franchise?

The phrase “location, location, location” still stands.

Location is key to the success of a business, as it establishes the volume of traffic it can bring in, as well as the quality of that traffic. The density of target customers around a location determines how likely they are to enter your business. Let’s consider an example from the Canadian Franchise Association: If your franchise is located at a busy intersection where 30,000 cars go by every day, and 20% of these are target customers, you have 6,000 potential customers daily. This number of potential customers may be reduced depending on the competitors around you. If you have nine competitors near your location, you’ll be sharing these potential customers with them, which means you’ll have access to 600 potential customers daily and fight for the remaining 5,400 with the other businesses. That’s why choosing the right location for your franchise is crucial.

“It’s better to be first in a village than 10th in a city.”

The answer to where you should set up shop may very well be a rural area. Xavier Chambon, President and CEO of the Conseil québécois de la franchise, says as much: “There’s huge potential for certain franchises to stand out in rural areas. As my grandmother used to say, it’s better to be first in a village than 10th in a city.”

In Canada, Ontario dominates the franchise economy when it comes to the number of locations, representing about 65% of all operating franchise units. In that province, eight out of ten businesses are franchises, proving there’s plenty of room for growth in other places such as the Prairies, the Atlantic and the West Coast markets. In terms of percentage, the largest growth is expected in British Columbia, where the number of franchise locations is set to grow by 1.16%, according to the Canadian Franchise Association.

A win-win situation

Rural franchise locations come with unique advantages such as typically lower real estate costs, potentially less competition, and local communities that tend to support new businesses. In other words, franchises can benefit from an environment conducive to expansion, all while contributing to local economic development.

This kind of decentralization can open up opportunities otherwise unavailable in larger urban centres. A franchise’s future depends largely on its ability to adapt and develop in rural areas. This strategy not only diversifies geographic locations, but also strengthens the local economy, creating a win-win situation for franchisors, franchisees and the communities they serve.

SOURCES

https://www.octanner.com/fr-ca/articles/10-ways-to-ensure-all-your-employees-feel-valued-and-appreciated-at-work

https://www.octanner.com/fr-ca/global-culture-report/2019-appreciation

https://cfa.ca/franchisecanada/canadian-franchising-an-industry-overview/

In a world of labour shortages and constant economic challenges, the success of a business depends largely on the strength and motivation of its team. Here’s how loving your staff can turn your average team into a highly motivated one.

According to HEC Montréal professor Jean-François Bertholet, engaging your staff is more a philosophy than a strategy. You can’t force employee engagement. So, what’s the secret? Imagine leaders as gardeners who need to create a climate conducive to engagement within the workplace. Giving meaning to your employees’ work, showing gratitude, building a relationship of trust and showing an interest in fairness—these are the four pillars of employee engagement.

Recognition: a key driver of employee engagement

Valuing your employees’ efforts and achievements will help increase their engagement. In fact, when leaders fail to recognize and appreciate accomplishments, employees are 42% less likely to be engaged, according to the 2019 Global Culture Report by O.C. Tanner. Employees who feel appreciated are more likely to remain loyal to their employers and to put in their best work. To show their appreciation, leaders can offer public praise, a reward or a sincere thank you.

But recognition hardly seems a priority for leaders, who spend more time on administrative tasks, while employees feel their work goes unnoticed. Be sure not to overlook this fundamental aspect of appreciation.

Creating a positive, healthy work environment is key. This means creating a culture built on respect, kindness and inclusion, in which employees feel safe and supported. Such a space fosters collaboration and innovation. This doesn’t mean you should stay quiet when problems arise—toxic positivity is counterproductive and certainly doesn’t belong in the workplace.

Open communication

In addition to gestures, kind words are a great way to show love to your staff. Sometimes, communication can be the source of trouble. As Jean-François Bertholet explains, “When you sing karaoke, you may hear Whitney Houston, but that doesn’t mean others do too. The same applies to writing an email.” A person’s tone doesn’t always come across the same way in writing, which is why effective communication is so important.

Listening is a key part of this communication process. Taking the time to listen to your staff’s concerns, ideas and feedback shows you value their opinions and well-being. Creating a culture of transparency and trust is essential to maintaining employee motivation, and by loving their staff, leaders are investing in the long-term success of their business.

More and more, we’re seeing people take their pets, usually dogs, along with them when they go out. What are the benefits of allowing furry friends in your restaurant? QUASEP explores the question.

Summer is patio season. But should dogs be allowed to sit under tables? Across Canada, the provinces are divided on the question, although most restaurants allow or tolerate dogs outdoors during summer.

More and more, restaurants are accepting dogs as long as their patios are big enough to accommodate them. Allowing dogs to be tied up outside the patio with a water bowl is the very least a restaurant can do.

Over 55% of Canadians own a pet, and the number of dogs in households is increasing. From 2020 to 2022, the dog population grew by 200,000 to 7.9 million, according to data from the Canadian Animal Health Institute.

A growing market

While some restaurants are simply adapting, others are going above and beyond with dedicated food options for pets. In June of this year, American fast-food chain A&W launched a limited two-week drive-thru special for dogs, the Pup Patty. For $2, with proceeds supporting service dog charities, owners could treat their companions to a delicious beef patty. This was the first time a Canadian fast-food chain featured a menu item specifically for dogs—a test run sure to be repeated by other restaurants. Clearly there’s a demand, and not just for fast food.

In one Vancouver restaurant, dogs can eat just like their owners, enjoying meat or codfish plates and beef liver–dusted, pepperoni-topped glasses of milk called “pawtinis.” In Ontario and Quebec, independent restaurants are getting in on the act, featuring products such as ice cream on their menus. In Alberta, websites like BringFido and GoPetFriendly list dozens of pet-friendly restaurants and hotels.

What’s right for your restaurant

While some restaurants go all in on attracting pet lovers with dedicated menu items, others do the bare minimum and simply offer water. Before venturing into this market, think about the space you have, whether it’s suited to furry friends, and how any changes might affect your regular customers. Simply saying your restaurant is dog-friendly is no longer enough.
Welcoming four-legged friends and accommodating their owners will make your restaurant a safe haven for a specific clientele. The market is surely in its early stages, but the trend is catching on around the globe.
 

To catch customers’ attention, you’ll need to make every effort to maintain a well-crafted, well-presented brand image. Sharing photos of your restaurant and showcasing your team are some of the marketing strategies you’ll want to consider. QUASEP kicks off the summer with a few tips.

From shaded patios with elegant parasols to decorative plants and flowers, everything should be carefully crafted to draw in customers, whether it’s for cocktails, lunch or dinner. Don’t forget a tantalizing menu with eye-catching images. Summer is the perfect time of year to capture these shots.

It’s all in the lighting

Smartphone cameras are often good enough to capture high-quality photos that will catch customers’ attention and, in turn, boost your sales. A 2022 DoorDash study of over 15,000 businesses found that menus with item photos get up to 44% more monthly sales.

When it comes to photographing your restaurant and menu, time of day makes all the difference. Great menu photography uses lighting to set the right tone and mood for your space. Shoot in the morning or evening, near a window or outside on your restaurant’s patio.

Food looks best in natural light. Indoor lighting introduces hues that can make food look less appetizing. Make sure your photos accurately reflect the menu items you serve, in terms of presentation, portion size and sides—don’t mislead customers.

Capture your staff

Obviously, the food is the star of the show. But a photo of your staff in motion, or of the whole team smiling, is sure to make an impression on potential customers. The food you prepare doesn’t magically appear on the tables. Add a human touch to show you care about the people that make up the business, including kitchen staff.

Maintaining your visual identity is crucial. This means being selective with where and what you shoot. You can’t showcase all your menu items, especially if you change them every so often. The important thing is to convey a message, an atmosphere, and create appealing visuals for your key menu items, your staff and your space. Many restaurants even run summer ad campaigns for limited-time offers. Time to get snapping!
 

Are ready-to-drink beverages a viable solution for understaffed restaurants? What can they bring to the table? QUASEP explores the question.

With the recent explosion of ready-to-drink options on grocery store shelves, the beverage market has become one of the fastest-growing segments. This transformation reflects not only a growing demand for convenience, but also a heightened desire for an unadulterated drinking experience.

Once limited mostly to beer and soft drinks, ready-to-drink options have come to include a wide range of sophisticated cocktails, ciders and wines that can be enjoyed right away in a can. Rather than serve single glasses from a bottle, you can use cans to avoid wasting leftover wine that isn’t ordered by other

customers in time.

A practical solution
Time is more precious than ever, and ready-to-drink options are a practical way to simplify your inventory and eliminate the need for multiple bottles of alcohol and ingredients. Each can contains the right amount of alcohol and mixer for a balanced cocktail. This means better cost control and reduced waste.

Ready-to-drink beverages have a wide range of applications. You can completely replace your cocktail menu with them to ensure consistent, reproducible quality, or you can integrate them partially, keeping two or three signature cocktails on the menu. You can also reserve these products for busy periods, or even for off-peak hours when you have fewer staff members on hand.

But it’s not just about functionality—ready-to-drink beverages can also be aesthetically pleasing. They can be poured into a glass and garnished, like a traditional cocktail, for a visually appealing alternative to a can.

According to aFact.MR study, the global ready-to-drink alcoholic beverage market is set to reach US$ 18.81 billion in 2024, and US$ 28.76 billion by 2034. In Canada, the compound annual growth rate for this market is a promising 5.6%.

Getting ahead of the curve in the fight against single-use products can be a great strategy. As technology evolves, sustainable options are becoming more accessible. QUASEP fills you in on the situation.

You may think you’ve found the perfect alternative to disposable cutlery and straws, but your solution may already be outdated. Sustainable technology moves very quickly.

First, you’ll want to identify your needs. Of course, the best way to protect the environment is to do away with utensils altogether. Using no straws is better than using biodegradable straws. If you still want to offer them—whether it’s for your branding, your cocktails or your to-go beverages—a few new options are on the way.

Edible utensils

Why not eat the straw after finishing your spritz? A number of innovative companies now offer edible straws, which are of course plastic free, made from fruit fibres, sugar or even beeswax. According to the mostly Europe-based manufacturers, the straws stay rigid for around 40 minutes in chilled beverages, without altering flavour, but are less suitable for hot drinks.

The advantage of these products is the sense of surprise they create. Most consumers are still accustomed to drinking through plastic (albeit less so these days), metal or cardboard straws, so edible straws are a great way to dazzle your customers. Some suppliers even offer custom branded products, so get creative!

Some lesser-known options include edible cutlery and plates, which are now making their way to market. These items pose more of a design challenge in terms of rigidity, but within a few years, they may well find their way into restaurant takeout bags or even be used for dine-in meals.
 

Today, restaurant operators are thinking about the customer journey. How can they make the experience more appealing, pleasant and innovative, and how should they implement their new approach? QUASEP tackles the question.

In the restaurant world, every customer interaction is an opportunity to create an unforgettable experience, from the time customers reserve online to the time they leave a Google review. As aspects of the customer journey quickly evolve, from payment methods to reservation systems, restaurant operators need to keep up and make sure they’re offering an effective customer experience. Things might seem to be running perfectly, when in fact there’s room for improvement.

The goal for any restaurant operators is to boost sales. One of the best ways to achieve this is to deliver an excellent customer experience. This means taking a step back, reviewing your website regularly, streamlining your reservation process, and ensuring your service is efficient and your restaurant clean. Simple improvements can make a big difference when it comes to customer satisfaction, and these results will show on your bottom line. In fact, nearly 9 out of 10 American consumers say they’re willing to pay more for a better customer experience. In other words, providing an outstanding customer journey allows you to increase your prices.

The power of emotion

The main difference between an average restaurant and an exceptional one lies in the customer experience. Investing in this aspect will increase customer loyalty, sales and turnover, as well as employee pride and satisfaction. After all, a happy employee is a productive employee. A customer’s positive emotional experience is all in the details—from food quality to speed of service, hospitality, cleanliness, consistency, smiling employees and personalized service.

Emotions play a crucial role when it comes to customer satisfaction. Consumers are looking for a welcoming atmosphere, and it’s the restaurant’s job to make them feel good. Perfect execution, positive interactions and the overall concept of the restaurant all make up the customer’s emotional experience and directly impact their decision to come back.

Rather than focus purely on marketing strategies—like promotions to attract customers and loyalty programs to retain them—restaurant operators should make sure they’re constantly improving the customer journey. Not only will this attract new customers through positive online reviews and social media, but it will encourage existing customers to come back more often, creating a virtuous cycle.

A restaurant’s success depends on its ability to consistently deliver an exceptional customer experience. By investing in continuous improvements to all aspects of this experience, restaurants can not only increase their sales and profits, but enhance their reputation and build customer loyalty.

This spring, the federal government announced $1 billion in funding for a national school food program. QUASEP sums up the new program and how it might be of interest to the foodservice industry.

Ottawa plans to invest $1 billion over the next five years into its food program, which aims to provide meals to 400,000 more kids every year. The program is scheduled to be rolled out across the country by the start of next school year.

The national program would allow Ottawa to partner with the provinces and territories, many of which are already part of the school food effort alongside local community groups.

The federal government is adopting a flexible approach to meet the specific needs of each region—focusing on either breakfast, lunch or snacks, for example. Ottawa is counting on its partners to engage in a dialogue to determine the most useful approach to each situation.

One step ahead

The aim of the program is not only to broaden access to existing school food programs across Canada, but also to develop new offerings as needed. The program doesn’t go into detail and seems to rely heavily on applications from food support organizations, provincial partners and school service providers in the field. It’s their move!

That makes now the perfect time to work on your offering, to be proactive and to bid on tenders. There are a number of models to choose from: meals prepared on site, managed and coordinated within the school or externally; production centres located inside the school, managed and coordinated externally; or non-profit catering services.

It’s important to consider certain criteria, for example the rising demand for local suppliers in school food programs. Brazil, for instance, even passed a law requiring these programs to source 30% of their food from local farms.

It’s also important to limit the use of highly processed foods. More and more, school food programs are expected to contribute to educating children about nutrition.

Funding on the rise

With one in four Canadian children living in a food-insecure household according to a 2022 Statistics Canada survey, the pressure to implement a robust, sustainable school food program is mounting.

Canada is the only G7 country without a universal school food program. In other words, when it comes to national budget and policy plans, the issue of school nutrition is surely here to stay. Institutional food services and caterers would do well to keep a close eye on the situation.

Highlight: Local suppliers and nutrition education are key.