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Blanchard Slug Created: 1/31/12 Printed @ 100% Unless Indicated VOLUME 48, NUMBER 1 MARCH 2015 CONTENTS 42 14 31 Features 32 IT’S A JUNGLE OUT THERE | 40 SERVICE WITH A SMILE | The Canadian foodservice market is Foodservice operators need to treat increasingly competitive, but foodser- their customers like royalty to earn their 14 GO SMALL OR GO HOME vice operators can thrive by being stra- loyalty in the crowded restaurant arena Sharing plates are winning favour tegic and engaged By Carol Neshevich By Liz Campbell among Canadians who are increasingly enjoying authentic ethnic flavours from 34 PROFIT PIGS | 42 TORONTO RESTAURANT BUZZ Spain, The Middle East and Asia From labour to food to occupancy, F&H highlights a handful of notable By Cinda Chavich operating costs can whittle profit restaurant openings in the city margins down to the single digits By Brianne Binelli 23 THE RESULTS ARE IN By Helen Catellier The 2015 “Bottom Line” survey results Departments show successful restaurant operating 36 WIN THE TALENT WAR | practices are being implemented in all As labour shortages continue to plague sectors and across the country, suggest- many cities, foodservice operators have 2 FROM THE EDITOR ing the industry has gained footing for to be innovative to find and retain good 5 FYI the years ahead By Douglas P. Fisher staff By Shane Schick 13 FROM THE DESK OF ROBERT CARTER 31 CHALLENGES & OPPORTUNITIES | 38 CIRCUMVENT BUREAUCRACY | 50 POURING: Smoothies An introduction to a story series about New program rules and legislation 53 EQUIPMENT: Smokers and competition, costs, labour, legislation are challenging operators to innovate Outdoor Equipment and service By Jackie Sloat-Spencer 56 CHEF’S CORNER: Darren MacLean, Downtownfood, Calgary COVER DESIGN: MARGARET MOORE FOODSERVICEANDHOSPITALITY.COM FOODSERVICE AND HOSPITALITY MARCH 2015 1 FROM THE EDITOR For daily news and announcements: @foodservicemag on Twitter and Foodservice and Hospitality on Facebook. OPPORTUNITY KNOCKS s the glass half full or half empty? It’s taurants from the crowd. Speaking at a question that can often reveal a great the recent Hotel Association of Canada Ideal of information about someone’s conference held in Toronto, retail Doug personality. Are you prone to see chal- Stephens, founder, of Retail Prophet lenges as opportunities or are you apt entertained the room of hoteliers with to view them more as obstacles stifling lessons from the most innovative com- your success? Chances are if you’re a res- panies and made some startling points taurant operator in today’s über-com- in the process. petitive landscape, your answer would “We now have access to a universe,” more than likely be half empty, with Stephens said, pointing to the growth of most operators believing that every new the online world. “No one needs what challenge is yet another roadblock to you sell anymore. We’ve moved to an success. And, who could blame them? abundance economy.” As an example, In the last decade restaurant opera- the futurist asked, “Does the world real- tors have had to contend with an tsu- ly need another fast-food chain?” He nami of challenges — from escalating answered his own question by positing costs, to stifling legislation, to intensify- that by “starting with a different place, ing competition, not to mention the a remarkable and addictive experience changing demands of an increasingly unlike any other” can ensure success. He more discerning and sophisticated cli- cited Chipotle’s mission of “Food with entele as well as pervasive issues with Integrity” and Starbucks’ mission “To While challenges staffing (see series starting on p. 31). And, inspire and nurture the human spirit “ will always exist, if that’s not bad enough, operators are one person at a time,” as examples of it’s important still required to deal with the day-to-day companies that are doing it right. minutiae of running a restaurant as well “When you focus on the why, and industry players as circumstances beyond their control not the what, it becomes a gravitational stop viewing — the economy, geopolitical tensions pull,” he told the audience. “The real such issues as and a host of other possible calamities. competition isn’t your competitors, it’s What’s a foodservice operator to do? the next new thing.” In the same vein, impediments Well, these days, the simple answer it’s not the challenges that will impede to success and is to evolve and stay as nimble as pos- business, it’s a failure to see them as look at them sible. As much as operators may feel opportunities for growth. overwhelmed by the rate of change Speaking of growth F&H is pleased to as an impetus taking place (understandably so), it’s offer an executive summary culled from for growth only going to intensify. The industry the results of this year’s “Bottom Line” has been forced to change in ways few report (see story on p. 23). The full digital ” could have previously imagined. Who report will be available later this spring. would have predicted, for example, the emergence and growth of the fast-casu- al segment, the popularity of healthy foods and the impact of technology on a restaurant’s operation? While challenges will always exist, it’s important industry players stop viewing such issues as impediments to success Rosanna Caira and look at them as an impetus for Editor/Publisher growth, all the while differentiating res- [email protected] 2 FOODSERVICE AND HOSPITALITY MARCH 2015 FOODSERVICEANDHOSPITALITY.COM FOUNDER MITCH KOSTUCH Feb. 11, 1931– Oct. 23, 2014 EDITOR & PUBLISHER ROSANNA CAIRA [email protected] MANAGING EDITOR BRIANNE BINELLI [email protected] ASSOCIATE EDITOR HELEN CATELLIER [email protected] SPECIAL PROJECTS EDITOR JACKIE SLOAT-SPENCER [email protected] EDITORIAL INTERN FATIMA SIDDIQUI ART DIRECTOR MARGARET MOORE [email protected] MULTIMEDIA MANAGER DEREK RAE [email protected] DIGITAL CONTENT MANAGER MEGAN O’BRIEN [email protected] GRAPHIC DESIGNER COURTNEY JENKINS [email protected] SENIOR ACCOUNT MANAGER/U.S.A. WENDY GILCHRIST [email protected] ACCOUNT MANAGER/CANADA STEVE HARTSIAS [email protected] ACCOUNT MANAGER/CANADA MARIA FAMA VIECILI [email protected] SALES & MARKETING ASSISTANT CHERYLL SAN JUAN [email protected] CIRCULATION PUBLICATION PARTNERS [email protected], (905) 509-3511 DIRECTOR JIM KOSTUCH [email protected] ACCOUNTING MANAGER DANIELA PRICOIU [email protected] OFFICE MANAGER TINA ALEXANDROU [email protected] ADVISORY BOARD CARA OPERATIONS KEN OTTO CORA FRANCHISE GROUP DAVID POLNY CRAVE IT RESTAURANT GROUP ALEX RECHICHI FAIRFAX FINANCIAL HOLDINGS LIMITED NICK PERPICK FHG INTERNATIONAL INC. DOUG FISHER FRESHII MATTHEW CORRIN JOEY RESTAURANT GROUP BRITT INNES KATIE JESSOP, REGISTERED DIETITIAN LECOURS WOLFSON LIMITED NORMAN WOLFSON NEW YORK FRIES & SOUTH ST. BURGER CO. JAY GOULD SCHOOL OF HOSPITALITY & TOURISM MANAGEMENT, UNIVERSITY OF GUELPH BRUCE MCADAMS SENSORS QUALITY MANAGEMENT DAVID LIPTON SOTOS LLP JOHN SOTOS MANITOWOC FOODSERVICE JACQUES SEGUIN THE HOUSE OF COMMONS JUDSON SIMPSON THE MCEWAN GROUP MARK MCEWAN UNILEVER FOOD SOLUTIONS NORTH AMERICA GINNY HARE To subscribe to F&H, visit foodserviceandhospitality.com Volume 48, Number 1 Published 11 times per year by Kostuch Media Ltd., 23 Lesmill Rd., Suite 101, Toronto, Ont., M3B 3P6. Tel: (416) 447-0888, Fax (416) 447-5333, website: foodserviceandhospitality.com. Subscription Rates: 1-year subscription, $55 (HST included); U.S. $80; International, $100. Canada Post – “Canadian Publication Mail Product Sales Agreement #40063470.” Postmaster send form 33-086-173 (11-82). Return mail to: Kostuch Media Ltd., 23 Lesmill Rd., Suite 101, Toronto, Ont., M3B 3P6. Member of CCAB, a Division of BPA International, International Foodservice Editorial Council, Restaurants Canada, The American Business Media and Magazines Canada. We acknowledge the financial support of the Government of Canada, through the Canadian Periodical Fund (CPF) of the Department of Canadian Heritage. Printed in Canada on recycled stock. MONTHLY NEWS AND UPDATES FOR THE FOODSERVICE INDUSTRY FYI GLOVES OFF La Cage aux Sports is fighting to build sales by modernizing its footprint BY JACKIE SLOAT-SPENCER or more than three decades, La Cage Faux Sports has served