Hygiene workflow systems can help improve your guest experience

By Marissa Tekirian

We all know that foodservice is a fast-paced world with daily pressures that can make it hard to focus time and resources on making business better. Operators know the more seamless the service, the more satisfied the guest – and the more successful the business. With expectations for hygiene, sustainability, and guest experience higher now than ever, operators, managers and chefs are looking for solutions to help make sure staff have the tools they need to improve the guest experience.

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Did you know that 59 per cent of FOH and BOH staff time is spent cleaning? Research has also shown that 77 per cent of restaurant employees agree service interruptions affect the guest experience and three-out-of-four kitchen staff would be happier if their workplace was more organized. Interruptions and productivity challenges can come in many forms and might not be immediately noticeable to staff and guests, especially during a busy period when there is less time to address them. Staying organized throughout the restaurant—in the front and back of the house, as well as in restrooms—can mitigate service interruptions before they even happen.

There are simple solutions that can help foodservice leaders to improve staff retention, minimize costs, and do more with less throughout their restaurant while improving the overall guest experience in all areas of the restaurant. In this article, we will provide actionable tips to help create efficiencies and a better overall experience for guests.

Front of house

Making a good first impression can be a critical step in converting a first-time guest into a regular customer. The efficiency of service and cleanliness in that space are factors that can make or break the experience, leaving the customer with a lasting impression of the restaurant. Here are some tips that can help make a difference:

  • Leverage controlled dispensing systems to reduce run outs and save time on refilling. This one also saves on labour and enables better employment allocation.
  • Install hygiene systems that fit space needs and requirements with a uniform, hygienic look.  A professional approach will help show customers that you are committed to cleanliness in your restaurant.
  • Use responsibly sourced products to demonstrate your environmental commitments and connect with like-minded customers, as well as lowering your environmental impact.

Back of house

While customers may not see the magic that happens behind the scenes to make them an unforgettable meal, efficiency and cleanliness are things that can extend from the cook-line and affect a guest’s experience. Here are some hygiene and organization tips that can help create an efficient system that can help keep you serving quality food, better and faster.

  • Use versatile and convenient products that have multiple cleaning functions to save time.  This helps cut down on your labour, as well as your inventory.
  • Replace rags or textile cloths with disposable cleaning cloths to improve hygiene, reduce cross-contamination, and minimize laundry.
  • Divide the restaurant into colour coded zones according to cross-contamination risks to prioritize safety.


One clear indicator of a business’ hygiene standards that guests keep a close eye on is their restrooms. An unkept bathroom is likely to negatively impact guest experience and could lead to bad reviews. These tips for hygiene efficiency can help improve guest satisfaction in this area.

  • Avoid service interruptions with dispensers that are quick and easy to fill. This avoids leaving customers looking for products when they need them.
  • Use high-capacity dispenser systems with compressed bundles to save storage space.
  • Ensure your restroom has hygiene products that are easy on skin to improve hand washing experience for staff and guests.

Beyond cleanliness and efficiency, we know that Canadian customers are particularly interested in the ways businesses are implementing more sustainable practices. 75 per cent of restaurant staff agree that hygiene products create too much waste. Restroom dispensers are evolving, with newer versions designed with sustainability in mind, including features like using durable materials and enabling consumption reduction of up to 50 per cent.

The best way to solve service interruptions is to avoid them altogether. With a clean, efficient, and sustainable workflow system, operators are in a better position to mitigate risks to workflow interruptions and to improve overall guest experience.

Marissa Tekirian is the North American Regional Marketing Manager for Professional Hygiene – HoReCa segment at Essity. In her role, she is focused on Essity’s professional hygiene brand Tork and helping restaurant and foodservice leaders discover how better hygiene can fuel better guest experience. Marissa has more than 20 years of cross-functional business experience and has worked for major brands including Compass Group USA and Kraft Foods.