FOOD HYGIENE
In fact from our eye-tracking study it became clear that the subjects missed nothing.
In order to avoid the risk of any negative impressions on the part of diners, it makes sense for restaurants to pay close attention to detail. They should ensure that the décor and table settings are of the highest standard, for example, and that all waiting staff uniforms are spotless and that their attention to hygiene is above reproach.
It would also seem a good idea to limit the amount of time diners spend gazing idly around the premises. While we are not suggesting that customers should be rushed, neither should they have to wait overly long for their meals since this could make them irritable and potentially more inclined to find fault.
In another recent study, we at Tork interviewed more than 3,000 people from six European countries to gain some insights into restaurant attitudes. We discovered that poor service and a long wait for meals were the most common gripes, with around a third of respondents citing these to be their most common cause for disappointment.
Washroom standards were found to be another high area of concern. A total of 55% of diners considered clean and sanitary washrooms to be of major importance when dining out.
In a previous survey, too, more than 80% of respondents said they believed a dirty restaurant washroom to be a likely reflection on standards in the kitchen. And more than 75% said they would not return to an establishment where the toilets were unclean, with 25% vowing to walk out if they encountered a dirty washroom in an eating place.
More than half the respondents in our most recent study said they had at one time or another shared pictures of a restaurant they had visited on social media. This highlights the ongoing need to maintain high standards since any lapses could be broadcast instantly, often to very wide audiences.
So restaurants need to be seen to be clean. Establishments with viewing windows on to the kitchens need to
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ensure that faultless cleaning and hygiene systems are in place and that kitchen staff are never allowed to put a foot wrong.
An efficient kitchen cleaning regime in which all members of staff automatically clean down surfaces after using them – and wash and dry their hands at frequent intervals – will impress and reassure the diner on the other side of the viewing window. The use of clean, disposable kitchen cloths and hand towels will also create a more hygienic impression than where sodden dishcloths or grubby textile towels are used. Hand washing facilities should be plentiful and the ongoing cleaning operation should be seamless.
Waiting staff should be aware of the fact that they are constantly on show and act accordingly. Clean, smart uniforms and a close attention to personal hygiene are both of paramount importance. And the table décor should be faultless since any tablecloth stains or cutlery smears will be a warning sign to the customer that cleanliness may not be a high priority.
The washrooms, too, should be spotless with visible cleaning schedules on display. Touches such as fresh flowers, luxury soaps and high quality hand towels will show an extra level of care while a washroom attendant will provide further reassurance that cleaning and hygiene is constantly being considered.
Most restaurant and hotel guests are there to enjoy themselves and are not usually on the lookout for evidence of poor hygiene. But if such evidence exists, it will be hard for the sedentary customer to miss it.
Today’s increasing concern with hygiene and cleanliness – coupled with the fact that images and videos of any hygiene lapses are so easily captured and shared – means that restaurant hygiene has never been more important. So it is up to everyone involved in the running of a restaurant to ensure that high standards are consistently being upheld.
www.sca.com Tomorrow’s Cleaning March 2016 59
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