May 2020

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FEATURE The New Nor COVID-19 will have a far-reaching impact on how Canadians inte BY AMY BOSTOCKThe New spread across the country, ASCOVID-19 many provinces declared a state of emergency, closing restaurants and bars in an effort to flatten the curve. For those that were able, takeout and delivery orders became the new lifeblood of the restaurant industry and operators had to re-examine their business models in order to adapt to what many are predicting will be the new normal. In this new normal, experts say the foodservice industry will likely see myriad changes — from the viability of sustainability programs, to the changing role of third-party-delivery services, to customers looking more closely at how restaurant operators treat their workforce — that will have far-reaching implications across every aspect of operations. CHANGING THE MODEL When provincial governments began mandating restaurant dining-room closures in mid-March, operators were forced to pivot to takeout and delivery offerings in order to stay in business. For large operators with resources already dedicated to this model, the changeover was seamless. “We’ve always offered takeout and delivery, so nothing [really changed], except for the fact [it became] the sole revenue stream for those restaurants in our system that still operated ISTOCK.COM/TOONDELAMOUR 18 FOODSERVICE AND HOSPITALITY MAY <strong>2020</strong> FOODSERVICEANDHOSPITALITY.COM
mal ract with foodservice in jurisdictions that allowed it,” says Bruce Fox, EVP, Business Development at Vancouver-based Browns Restaurant Group. “The third-party-delivery landscape has changed rapidly in the last few years, so we’ve been ramping up as demand called for it. We’ve adapted with some practical operational solutions regarding better containers, order-accuracy methodology and safety/sanitation needs, but, generally speaking, all of this was in the pipe before the COVID-19 crisis hit us.” But, for smaller, independent operators, the struggle to find safe and affordable alternatives to dine-in required more creative thinking. In Stouffville, Ont., a rural community northeast of Toronto with a population of a little more than 45,000 people, family-run restaurants outnumber chains. Many of these small, one-off concepts were not equipped to pivot to a takeout and delivery model and were forced to close their doors while owners tried to navigate the world of third-party-delivery platforms. Main Street Bake House, a popular community hub, built a new e-commerce site and transformed its neighbourhood coffee-house concept to offer preordered bakery-boxes that could be picked up or delivered three times a week. “As a small, family business, we’ve been hard at work reimagining ways to continue engaging with you,” the owners posted on the company’s Facebook page at the launch of the initiative. The Smokery Kitchen + Bar, an elevated casual-dining spot on Stouffville’s main street, began creating Family Meals to Go for takeout and delivery, along with a scaled-down version of its seasonal menu. And, while it may seem logical that the millennial cohort will be ordering most of the takeout and delivery, Jo-Ann McArthur, president of Torontobased Nourish Food Marketing, warns operators shouldn’t discount Baby Boomers. “That generation hasn’t adapted to online technology the same way, so they don’t have Uber Eats on their phone. But [during the crisis], you started to see their kids, their grandkids concerned Great SLUG HERE Expectations Survey shows consumers will expect improved restaurant hygiene post-COVID-19 A survey conducted by GP PRO, a provider of disposable products for foodservice and advanced dispensing solutions for commercial facilities, has revealed that while consumers were less concerned about foodservice-related hygiene prior to the coronavirus outbreak, the outbreak has heightened their concern and their concern will remain elevated once the pandemic is over. The proprietary survey of 468 participants between March 20 and 23, identified pre- and post-COVID-19 consumer attitudes and behaviours related to hygiene within takeout, delivery and quick-serve dining. Some of the key findings included: 60 per cent of those surveyed said that post-COVID-19, they will remain more concerned about unwrapped cutlery being unhygienic than they were before the outbreak 59 per cent state that post- COVID-19, they will remain more concerned about restaurant tables being sanitized than they were before 59 per cent state that post- COVID-19, they will remain more concerned about a foodservice worker touching their beverage lid than they were before the outbreak 57 per cent state that post- COVID-19, they will remain more concerned about delivery drivers touching their food than they were before the outbreak 56 per cent state that post- COVID-19, they will remain more concerned about a foodservice worker touching their napkins than they were before the outbreak “These findings demonstrate a critical need for foodservice owners and operators to prioritize hygiene in the post-COVID-19 world,” says Alec Frisch, vice-president and general manager of Foodservice with GP PRO. “Undoubtedly, it will not be business as usual when restaurants re-open their doors. Those that look at hygiene as a way to win customers back and re-gain their loyalty will be much more likely to succeed long-term.” FOODSERVICEANDHOSPITALITY.COM MAY <strong>2020</strong> FOODSERVICE AND HOSPITALITY 19
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May 2020

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