May 2020

More documents

Recommendations

Info

about their personal safety and teaching them how to use [the apps]. So, while they weren’t technology adopters before, [this was the] tipping point for them as well.” CHANGING PERCEPTIONS McArthur says post-COVID-19, the transparency diners have long demanded in terms of their food will now extend to treatment of workers — especially third-partydelivery staff. “There’s going to be a questioning of the gig economy, because a lot of people [who work in it] don’t have a social safety net,” adds McArthur. “And we know the average person is one paycheque away from not being able to make their rent.” She adds the gig economy, which includes third-partydelivery employees, “while responsible for creating flexible employment opportunities for many, has inherent risks and lacks a social safety net. One of the things we’ll see [once we get back to normal] is a reckoning around the whole gig-economy model,” says McArthur. “It’s been starting to move to more of a collective, potentially unionized, model and you’ll start seeing that as well. [People will gain an] understanding that these workers are incredibly vulnerable.” She says operators and customers will also be taking another look at the role of sustainability, adding an increase in single-use plastics could be seen very early on in the COVID-19 crisis. “Short term, it’s got to be personal safety over planet safety,” she says. “And also, [restaurants] that accepted bring-your-own-cup or bringyour-own-container stopped all of that because they didn’t want to put their staff at risk of touching something that may not have been thoroughly cleaned.” In fact, in the early days of COVID-19, reusable cups were one of the first causalities of increased health-and-safety measures, with large chains such as Starbucks, Tim Hortons, Second Cup and McDonald’s imposing temporary bans on their use. And post-COVID, says one industry analyst, green restaurant practices are likely to continue to take a hit as customers choose safety over sustainability. “The COVID-19 crisis will thrust reusable takeout containers and cups into the trough of disillusionment,” says Vince Sgabellone, foodservice industry analyst with Toronto-based NPD Group. “This was a great idea when everybody was worried about saving the planet for our grandkids. But, now everybody is so focused on their own survival for today that protecting the future will likely take a backseat for a while.” Moving forward, McArthur hopes people will continue to get behind the hospitality industry “because it always suffers more than any other industry [during a crisis].” After working on the frontlines of the SARS crisis in 2003, she recalls that good can come out of bad times. “Out of crisis usually comes something really disruptive in terms of technology. In 2003, it was (e-commerce and technology company) Alibaba [out of] China,” she recalls, adding post- COVID, “touch [technology] is going to be a real issue, because at a lot of quick-serve restaurants you have to use touch for kiosks and such. So, I wonder if [the industry] will move more towards voice [-activated technology]?” “Something will come out of this,” she predicts. “I don’t know what it’s going to be yet, but it always does — and it’s going to be super cool.” FH We salute the resilience and ingenuity of our foodservice and hospitality community. We’re in this together. YOUR HOSPITALITY BUILDING PARTNER info@bltconstruction.com TORONTO | 416.755.2505 VANCOUVER | 604.563.2505 20 FOODSERVICE AND HOSPITALITY MAY <strong>2020</strong> FOODSERVICEANDHOSPITALITY.COM
Q&A the pivot to takeout and delivery As COVID-19 continues to impact foodservice operations across the country, an increasing number of operators are setting their sights on takeout and delivery INTERVIEW BY ROSANNA CAIRA THE PARTICIPANTS KEN OTTO CEO, REDBERRY JOHN F. LETTIERI PRESIDENT, HERO BURGER ISTOCK.COM/OLGA STRELNIKOVA Rosanna Caira: Since the World Health Organization declared COVID-19 a pandemic, most restaurants have been forced to close their operations. Takeout and delivery has become the only viable option for a lot of restaurant companies. How has your company morphed to this new reality? Ken Otto: It’s certainly been a time of pivoting almost every single day. Currently, at our Burger King and Pizza Hut [locations] in Alberta, we’re serving our guests exclusively through our drive thru. We’re one of the lucky ones — well over 90 per cent of our Burger Kings have the drive-thru lane and drive-thru window available to our guests. And we’ve relied on our partnerships with Uber, SkipTheDishes and, most recently, DoorDash to generate a substantial revenue stream through our delivery and aggregator partners. We closed our dining rooms for takeout primarily [out of concern] for the safety of our crew in our stores. And, obviously, revenues are down. But we’re lucky to have the drive-thru lanes. We were very supportive of our aggregator partners from the get go and have quite a loyal following on the three platforms. Right now, about 20 per cent of our sales are coming through the aggregator partners. We’re making our way through this. It changes every day. FOODSERVICEANDHOSPITALITY.COM MAY <strong>2020</strong> FOODSERVICE AND HOSPITALITY 21
Page 1 and 2: CANADIAN PUBLICATION MAIL PRODUCT S
Page 3 and 4: VOLUME 53, NO.5 | MAY 2020 THE COVI
Page 5 and 6: EST. 1968 | VOLUME 53, NO. 5 | MAY
Page 7 and 8: JOLLIBEE DELIVERY With its dining-r
Page 9 and 10: FROM THE DESK OF NPD SETTING THE ST
Page 11 and 12: CRISIS MANAGEMENT PLANS FOR ACTION
Page 13 and 14: which other employees must self-iso
Page 15 and 16: INDUSTRY TOWN HALL ISTOCK.COM/FAYSA
Page 17 and 18: f the MINDS tions of COVID-19 for t
Page 19 and 20: Many industry organizations have be
Page 21: mal ract with foodservice in jurisd
Page 25 and 26: into advertising the delivery and t
Page 27 and 28: ONE TABLE ALL FORONE BY ROSANNA CAI
Page 29 and 30: THIRD-PARTY DELIVERY Delivering ans
Page 31 and 32: WHITEPAPER UP Chemical dispensers
Page 33 and 34: FOOD SAFETY SAFETY FIRST Restaurant
Page 35 and 36: TECHNOLOGY PICKING UP THE PACE With
Page 37 and 38: HINKING uring a pandemic No Virtue
Page 39 and 40: LENDING A HAND How to manage mental
Page 41 and 42: LEADING PRODUCT PREVIEW THE CHARGE
Page 43 and 44: For a location near you, visit whol

May 2020

Create successful ePaper yourself

Delete template?

Save as template?