ARQ Info - June 2023

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Publisher: ASSOCIATION RESTAURATION QUÉBEC

Editor in chief: Nicolas Boullé

Writers: Nicolas Boullé | Léa Charland-Demers |

Sébastien Larosa | Dominique Tremblay | Martin Vézina | Vincent Woerner

Graphic design: LMG et Alegria Design

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Tel.: 514 527-9801/1 800 463-4237

ARQ Info is published six times a year by the public affairs department of Association Restauration Québec. The articles may be reproduced without permission, provided that the source is mentioned.

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No ISSN : 1199-3472

ASSOCIATION RESTAURATION QUÉBEC

6880, Louis-H.-La Fontaine

Montréal (Québec) H1M 2T2

Tel.: 514 527-9801 or toll free, 1 800 463-4237

Email: respub@restauration.org restauration.org

The mission of the Association is to provide all of restaurateurs in Quebec complete services of information, training, discounts, insurance and government representation.

BOARD OF DIRECTORS 2022-2023

Chairman of the Board of Directors:

Mr Hugues Philippin, restaurant ChicAlors! (Québec)

Vice-chairman:

Ms Danielle Beaulieu, HôtelMortagne(Boucherville)

Secretary Treasurer:

Mr Éric Marin, restaurant ChezMilot(Sainte-Adèle)

ARQ CEO: Mr Alain Mailhot

Administrators:

Ms Brigitte Gagné, du PéchéMatinal(Longueuil)

Ms Valérie Kennedy, SteakhouseSt-Charles(Sainte-Thérèse)

Mr Martin Lévesque, TraiteurL’EspritFaim(La Prairie)

Mr Jean-Philippe Martin, du ComplexeLaviolette(Trois-Rivières)

Mr Tony Priftakis, restaurants SaveursdesContinents(Gatineau)

Mr Érick Tremblay, du Resto-PubBelles&Bum(La Malbaie)

Ex officio chairman:

Ms Claudine Roy, Aubergesouslesarbres (Gaspé)

Message from the Chairman of the Board

Happy Anniversary!

The Association will celebrate a landmark anniversary on June 6. Crossing the threshold of 85 years in operation is quite the feat for an organization such as ours. Along with the Chambre de commerce de Montréal and the Union des producteurs agricoles, we are among the oldest professional associations in Québec.

In other words, the ARQ has navigated through all of the industry’s struggles, whether rationing during the war, the development of a culinary offering during the Expo, the debate over “bring your own wine,” or, more recently, the updating of regulations governing alcohol sale and service. The ARQ has made undeniable progress in improving conditions for industry operators and it remains committed to this mission. 85 years after its official inception, the ARQ is more relevant than ever as it continues to be the voice of those who trust it to address the pressing issues facing the industry. Think about tip sharing, the labour shortage, and even the scourge of “no-shows.” While the future will undoubtedly deliver more topics of interest, rest assured the ARQ will take on these endeavours on behalf of Québec’s restaurant industry!

I can therefore confirm that the ARQ has a robust infrastructure allowing us to continue upgrading our service offering, such as adding new discounts and rebates on products or services, developing an even stronger purchasing program, and providing seasoned government representation. There are projects already underway for the next few years.

I assure you, the future is looking better than ever!

Hugues Philippin Chairman of the Board of Directors 2022-2023

The ARQ celebrates 85 years of action

The Association Restauration Québec (ARQ) will be blowing out its 85 candles in a few days, on June 6. This anniversary is an opportunity to reflect on the history of the largest restaurant industry association in Québec, which has nearly 5 000 members!

The ARQ was born on June 6, 1938, under the name of Quebec Provincial Restaurant Association. It was under the impetus of some fifteen restaurant owners who wanted to counter provincial legislation introducing a sales tax on meals that it was created. At the time, the government in power wanted this tax to be included in the price of the meal without appearing separately on the bill.

With the Second World War raging, food rationing and a labour shortage forced restaurant groups to concentrate their efforts at the federal level. Since Ottawa did not want to deal with provincial groups (only Québec had them) or with individual restaurateurs, a decison was made to create the Canadian Restaurant Association (CRA), under the presidency of Mr. Léo Dandurand. It should be noted that this man, who was very involved in professional sports in Montréal (president of the Montreal Canadiens from 1921 to 1935), was also president of another group of Montréal restaurateurs that had been formed in 1941 under the name “Corporation des restaurateurs du Québec”. After the war, the restaurateurs of Québec dissociated themselves from the CRA and returned to their original idea of an autonomous professional group.

RAPID GROWTH

It was not until the mid-1950s that the Association developed more intensively. The mandate, objectives and functioning were rethought, resulting in a complete reorganization. In 1965, the Association took the name it has retained until 2018: Association des restaurateurs du Québec. In the late 1970s, the ARQ took an important step in its development by organizing its first Salon Rest-Hôte in Québec City in 1979.

For 32 years, this vast trade show was a must for the entire industry. The last show was held in 2011. The following year, the Salon ARQ Contacts activity took over. By proposing an afternoon of networking and a meeting with suppliers from the region visited, the ARQ was right, once again. The various activities held across the province are a real success.

PURCHASING PROGRAM AND NEW IMAGE

Another successful initiative is the Plu$ Preferred Purchasing Program (PAPP in French). Created in 2006, this purchasing group has grown from just over 200 members to nearly 3 000 members sharing more than $6.3 million in 2021-2022.

In 2018, the ARQ changed its name to Association Restauration Québec with a new modern logo and a new, more unifying slogan: “Restaurants in all their forms”. The Association wanted to include all types of restaurants, from tourist attractions to caterers and ski resorts.

FROM NATURAL WINE TO COVID-19

In terms of defending the industry’s interests in the face of the various laws and regulations governing the practice of the profession, which all too often turn it into an administrative headache, the ARQ has stood up for itself in a number of cases (details opposite).

Today, the ARQ has become a key player in political issues affecting the restaurant industry in Québec (regulations, prevention, economic development and training). It is a privileged and respected interlocutor.

After 85 years of existence, the ARQ is proud of the missions it has accomplished and is enthusiastic about the idea of serving its members in the coming years, which we hope will be many!

HATS OFF TO A TRIO OF BUILDERS

The ARQ would not be what it is without three men who have helped it grow for over 30 years, from the mid-1980s to the present day. This trio, composed of Bernard Fortin, CEO from 1984 to 2014, Alain Mailhot, current CEO and with the ARQ since 1986, and François Meunier, Vice-President, Public and Government Affairs of the ARQ, who retired in December 2021 after 35 years with the ARQ, have led the organization to the highest summits and made it an important, essential and indispensable association.

On the front lines for 85 years!

The Association Restauration Québec has worked on many issues over the past 85 years.

First of all, it should be remembered that the desire of Québec restaurant owners to join together was born in 1928 to counter the levying of a sales tax on meals. Less than a dozen of them founded the Quebec Provincial Restaurant Association, whose statutes were not officially registered until ten years later. We were on the eve of the Second World War. When the war broke out, a number of measures taken by the Canadian government (food rationing, labour shortages) forced the Association to make its voice heard at the federal level. In the aftermath of the war, representation efforts

session drew to a close, the deputies hastily examined a large number of bills and other regulations. The Minister of Justice of the day introduced an article on the places where alcoholic beverages could be kept. His objective was clear: he wanted to counter the proliferation of places where alcoholic beverages were consumed without any control. However, the Minister of Justice did not want to touch certain restaurants that allowed their customers to bring their own bottles of wine. So he hastened to amend his section of the law by adding two lines. “This section does not apply to premises designated as restaurants within the meaning of the Hotel Act.

In plain language and in accordance with the law, it would now be possible to go into any restaurant in the province with a bottle under your arm, whether the establishment is licensed or not. The law was due to come into force on 23 July. On the 14th, the press seized on the subject and “wine freedom” made the headlines.

The ARQ quickly mobilised and its representatives called for the removal of the lines that were being debated. The government listened to the arguments of the Association and the industry. It then decreed that “all bottles of wine consumed in restaurants must be stamped”. On 23 July, on the scheduled date, the lighter version of the article came into force. It prohibits the consumption of alcoholic beverages in unlicensed public places, except restaurants. However, the problem of “wine freedom” remained.

203 456 SIGNATURES AGAINST THE GST

The Goods and Services Tax (GST) also gave rise to a good battle led by the ARQ. The idea of the GST was born at the end of the 1980s. In the winter of 1988, the ARQ learned of the federal government’s plan to apply a tax of 8 to 9% on food consumed in restaurants. It was not yet named, but it was already mobilizing. A petition was made available in Québec restaurants in March 1989.

One month later, the ARQ submitted 203 456 signatures to the National Assembly! A mobilization as large as it was fast! Québecers did not want this tax. Ottawa turned a deaf ear. Despite the refusal of the people and the Québec government, the federal government adopted the new tax in the 1989 budget.

Finally, two taxes were introduced on the first day of 1991: the GST, the 7% federal tax, and the QST, the provincial tax. The QST replaced the previous 10% tax on restaurants throughout the province. The QST now appeared on all bills, including meals under $3.25, which had previously been exempt.

MODERNIZING THE LAW ON ALCOHOL LICENCES

After more than 15 years of lobbying to change the situation, Bill 170, modernizing the legal regime applicable to liquor permits and amending various legislative provisions respecting alcoholic beverages, was adopted by the National Assembly on June 12, 2018.

were once again focused on the provincial level. An association firmly rooted in Québec was needed.

WINE ‘FREEDOM’

It was a legislative misunderstanding that led the ARQ into one of its major battles. On June 23, 1982, as the parliamentary

A few years later, on 19 December 1986, the National Assembly voted to create a “permit to serve” despite the numerous protests of the ARQ, which wanted this practice to disappear altogether. The new legislation in force did not completely erase the 1982 “misprint”, as the ARQ had wanted. It does, however, put some order into the practice of “wine freedom”.

Since the early 2000s, the ARQ has intervened on numerous occasions with political authorities to have major changes made to the Liquor Licence Act and the Act respecting offences involving alcoholic beverages, which it considered archaic, in particular the obligation to have a meal when ordering drinks.

This was a historic win for the ARQ, its members and all liquor licensees.

COVID-19

The last few years have obviously been marked by the COVID-19 pandemic, which forced the closure and reopening of restaurant dining rooms on several occasions over a two-year period, from March 2020 to spring 2022.

During this major crisis, the ARQ made it its duty to represent the interests of its members and the industry as a whole to

decision-makers. To this end, the ARQ’s Board of Directors chose to maintain a constructive dialogue with the authorities, in particular with the Québec government. The final objective was clear, but not necessarily simple: to reopen the dining rooms as quickly as possible by accepting the compromise of implementing certain measures and obtaining assistance that is as adapted as much as possible to the reality of Quebec restaurant owners.

Given the constant changes facing restaurant owners, the ARQ has been an essential source of information. Present for its members, but also for the industry as a whole, the Association quickly and frequently disseminated the most up-to-date information on all these platforms. Truth be told, even government agencies used the tools produced by the ARQ!

Michel Moreau, a witness to the history of the ARQ

Known for his 48 years at the helm of one of the Québec City region’s iconic restaurants, La Tyrolienne (Sainte-Foy), Michel Moreau was also a major contributor to the revival of the ARQ. President of the Board of Directors in 1978-1980, he was at the origin of the Salon Rest-Hôte and of its success. An active member of the ARQ from 1961 to 2021 - when he closed his establishment - this restaurant enthusiast was at the forefront of the ARQ’s evolution. For regular readers of this magazine, he was also behind the columns of the “masked restaurateur”.

ARQ Info: You have known the ARQ, as you say so well, “almost at its beginnings”. What changes have marked you?

Michel Moreau: When I was president, in 1978 and 1979, there was a financing problem. The Association was always operating in the red. As an accountant, I couldn’t conceive of such an organization operating like that. At that time, I decided to look for revenue and I founded the Salon Rest-Hôte which, from the very first year, in 1979, brought in quite a bit of money for the ARQ. That was the beginning of a healthy financial situation. This allowed the ARQ to develop, and the arrival of Bernard Fortin as CEO with his vast experience, made it possible to seek new sources of revenue, particularly from government agencies. This made it possible to offer additional services to restaurant members and to recruit more and more of them. From the 1990s onwards, there was

remarkable growth, with an increase in the number of members and a wider range of services.

How do you see the ARQ of 2023?

There are few organizations with so many qualified people and I am sure that the ARQ will continue to play a prominent role in our tourism industry. As a manager, what the Purchasing Program brings is also very important. It allows businesses to operate with better profit margins.

You have written many columns under the pseudonym of the “masked restaurateur”. How did this adventure begin?

It was my way of passing on my accounting knowledge to my fellow restaurateurs. I gave advice on how to control food, labour and management costs in general. For me it was a challenge, but also a pleasure. I took the opportunity to give strong opinions on

issues such as the introduction of the Sales Registration Module (SRM), which I thought was a good thing to counteract unfair competition from some.

What do you remember about La Tyrolienne, your restaurant?

It’s 48 years of my life as a restaurateur. I would have liked to reach 50, which was my goal, but circumstances (pandemic and labour shortage essentially) meant that I sold my restaurant and especially the land for a real estate project. It has been an extraordinary experience and a privilege!

85 years of services to members

Like the ARQ, member services have evolved considerably over the course of the Association’s history. From the cooking classes and recipes offered in the 1950s to the wide range of services offered today, the ARQ is always striving to make life easier for its members.

THE FIRST SERVICES

The 1950s were the years when the modern face of the ARQ took shape. Founder Eddy Prévost, a restaurateur and man of action, wanted to give Québec restaurateurs the means to make their industry shine. He therefore focused on training. Mr. Prévost decided at that time to give recipes to chefs. He also organized demonstrations; 3 000 in 16 years for a total of 900 recipes! He also taught ARQ members how to calculate the cost price of a dish.

THE RANGE EXPANDS

The 1980s were a turning point in the provision of services to members. They set the tone and the path to follow. It was at this time that agreements were signed with MasterCard for preferential rates and with general bakeries for exclusive discounts for members.

Over the years, the range of services grew. In 1985, the Association entered the computer age. It allowed its members to benefit from preferential rates for credit card transactions, free installation and

a discount on the rental price of a point-of-sale terminal, a commercial insurance program, and corporate rates with certain car rental companies. At the end of 1987, an exclusive partnership allowed ARQ members to receive a 4% discount on their gasoline bill. The health of members also had to be considered: a group insurance program was set up.

NEW ENTHUSIASM

The early 1990s were marked by the “natural gas discount program” that the ARQ set up thanks to the liberalization of the energy market. The savings made by members were significant. This gave the ARQ new impetus. In 1995, it signed a partnership with Dale-Parizeau LM for very advantageous commercial, personal and drug insurance services. This partnership is still in effect with the company that has since become Lussier.

PURCHASING PROGRAM

In 2006, the ARQ created the Programme d’achats Privilège Plu$ (PAPP), which has become one of the largest in Québec.

Bringing together some one hundred restaurateurs and two partners, including the historic Distal, which later became Gordon’s Food Service, the PAPP now has nearly 3 000 members, 27 partners and some one hundred suppliers. More than $6.3 million in rebates were paid out during the 2021-2022 fiscal year - a record!

CLAUDE MÉNARD, MEMBER 0001 OF THE PURCHASING PROGRAM!

Owner of the restaurant Le Montagnais in Sainte-Anne-de-Beaupré and previously in Saint-Tite-des-Caps, Claude Ménard has been an active member of the ARQ since 1986. He was also president of the ARQ Board of Directors in 2012-2015 and did not hesitate for a second to be part of the Plu$ Privilege Purchase Program (PAPP) when it was launched in 2006.

ARQ Info: 17 years ago, when the PAPP was born, why did you join immediately?

Claude Ménard: At the time, I was a member of the ARQ Board of Directors.

When the idea came up, I joined right away. I am member 0001. That was in 2006. To date, with the PAPP, I have collected $250,000 in rebates, and that’s just with the Sainte-Anne-deBeaupré restaurant. The PAPP has also allowed me to learn about new products and suppliers. As an independent restaurateur who is not part of a chain, there can be no better organization than the ARQ to help you start a restaurant project or to continue in the field with all the advice and benefits offered by the Association.

For you, the ARQ is much more than the PAPP. Why are you involved?

I care about the restaurant industry; I want to move the industry forward. I am passionate about the restaurant industry. I used to attend the various ARQ events, whether it was general meetings or organized activities. It was a group that I liked and I jumped at the chance to sit on the Board. I’ve been through some big battles, some big issues: the tobacco ban, the arrival of the MEV and more recently the modernization of the Liquor Licence Act.

ARQ urges more flexibility regarding bill

On April 19, during consultations on Bill 19 regulating child labour, Hugues Philippin, Chairman of the ARQ Board of Directors, Martin Vézina, Vice-President of Public and Government Affairs, and Dominique Tremblay, Director of Public and Government Affairs, presented the ARQ’s brief.

Your Association has expressed the need for an exemption allowing children under the age of 14 to work during the 2023 summer season. An additional change proposed that children under the age of 14 be allowed to work in family businesses, even if employing 10 or more people, which would no longer be the case should the bill be passed as is. Last but not least, it called for a broader definition of “family” so as to include grandparents, aunts, and uncles as employers for children, in the case of a family business.

Note that on March 28, the Minister of Labour, Jean Boulet, introduced the bill. This set the legal age for employment at 14 years old. The Association Restauration Québec has expressed its disappointment in the direction taken by the bill. Your Association was in favour of the regulation of the number of hours per week, which has been included in the bill, but opposed to establishing a minimum age.

The ARQ is concerned about the potential impact of the new regulations on the industry, particularly in non-urban areas. It is worth noting that children aged 12 to 14 represent a significant proportion of the labour force. According to a survey of 250 members across Québec, one third reported employing children under the age of 14 for an average of 7 hours per week.

COMING THIS SUMMER?

If passed in its current form, the following changes could come into effect within 30 days of the vote by the MPs which, at the time of writing, has not taken place:

- Children under the age of 14 will no longer be allowed to work, except in specific circumstances, only in the interest of the industry;

- A child under the age of 14 can work in a family business with fewer than 10 employees and a parent of which is the employer, director, partner, or child of the spouse of one of these persons. To employ a child under the age of 14 who meets this criterion, the employer must obtain the written consent of the holder of parental authority or the latter’s guardian using a form established by the Commission.

WHAT IF YOU CURRENTLY HAVE AN EMPLOYEE UNDER THE AGE OF 14?

As soon as this law comes into force, you must dismiss your young workers. Written notice of termination of employment must be provided to them within 30 days of the effective date. Note that this child can still work for you for the duration covered by the notice period, which entitles them to indemnity that is equivalent to their usual salary.

WHAT HAPPENS TO EMPLOYEES UNDER THE AGE OF 16 ON SEPTEMBER 1, 2023?

Starting September 1, during compulsory school attendance, authorized children under the age of 14 and those aged from 14 to 16 will be able to work for a maximum of 17 hours per week and 10 hours from Monday to Friday. There are no restrictions on periods when educational services are not provided.

Companies that employ workers aged 16 and under are also required to establish a prevention program specifically aimed at eliminating risks to the physical and mental health of these workers.

YOUR ASSOCIATION HAS EXPRESSED THE NEED FOR AN EXEMPTION ALLOWING CHILDREN UNDER THE AGE OF 14 TO WORK DURING THE 2023 SUMMER SEASON. AN ADDITIONAL CHANGE PROPOSED THAT CHILDREN UNDER THE AGE OF 14 BE ALLOWED TO WORK IN FAMILY BUSINESSES, EVEN IF EMPLOYING 10 OR MORE PEOPLE, WHICH WOULD NO LONGER BE THE CASE SHOULD THE BILL BE PASSED AS IS.

ARQ works for you!

Recently, your Association met with the Service de police de Ville de Montréal (SPVM) for the first time to discuss possible remedies against racketeering, vandalism, extortion, and other forms of criminal violence that target restaurant owners. As offences against merchants in the metropolitan area have been increasing, the ARQ and the SPVM are collaborating to facilitate the filing of anonymous complaints.

At a second meeting, your Association expressed concerns that our industry has in regard to police inspections on our establishments, which can disrupt customer experience. Specifically, the ARQ requested that agent visibility during such operations be reduced in order to

avoid any unfair negative impacts on the reputation of the restaurants visited.

PROVINCIAL REPRESENTATION

The ARQ met with Québec Liberal Party (QLP) MPs Frédérique Beauchemin and Sona Lakhoyan to present the interests of our industry, particularly in terms of “no shows” and duty stamps. Your Association also met with the office of Minister of Labour, Jean Boulet, to promote our industry’s positions on tip sharing.

It also took part in the annual meeting of biofood partners, taking the opportunity to speak with its partners from the Minister of Agriculture, Fisheries and Food.

Your Association also participated in the Assises du tourisme, the general meeting of the Conseil du patronat du Québec (CPQ), and it met with the PME Montréal sales teams.

FEDERAL REPRESENTATION

Lastly, the ARQ participated in an exchange session on immigration to Canada chaired by Pablo Rodriguez, Minister of Canadian Heritage, and Christiane Fox, Deputy Minister of Immigration, Refugees and Citizenship Canada.

An exciting summer in Québec

Québec’s tourism industry has been shaped by the pandemic, health restrictions, and travel bans for three summers, so what can we expect this summer? According to the professionals interviewed by ARQ Info, all indicators are green and we are even approaching the levels of 2019, a record year for the industry.

Despite the COVID-19 crisis, the Bas-SaintLaurent tourism industry has remained resilient, and Pierre Levesque, President and CEO of Tourisme Bas-Saint-Laurent, is positive about the summer ahead. “For remote regions, the pandemic worked in our advantage, as travellers were unable to leave the country and chose to explore places and regions in the province. We are already almost fully booked for July and August 2023.” The average occupancy rate of tourist accommodation in BasSaint-Laurent from May to September last year was 72.6%, compared with 68.5% provincewide. Pierre Levesque predicts visitors will return in comparable numbers until September.

QUÉBEC CITY AND MONTREAL

Summer is shaping up for a busy season in Québec City: “An encouraging sign has been the significant return of business tourism, an important sector for our region, which has suffered a significant decline in recent years. Thousands of

travellers will be attending our exciting events,” explained Robert Mercure, General Manager of Destination Québec Cité. Tourisme Montréal forecasts a similar trend, estimating that 1.5 million more visitors will visit the city compared to 2022. In addition to the conferences, a strong festival line-up is in their advantage. The number of visits to Tourisme Montréal’s website has also been on the rise: “Nearly 1.4 million people visited our site, an increase of almost 60% over the same period in 2019,” stated Aurélie de Blois, spokesperson for the organization.

WILL INTERNATIONAL TOURISTS COME TO VISIT?

While Québec is a geographically well-located destination that attracts North American, European, and also Canadian tourists, Tourisme Montréal is remaining cautious. According to Ms. Blois, various socioeconomic factors could potentially reduce tourist arrivals this summer: “Global politics, pandemic fears, and the economy

are key factors influencing travel. Current status is around 90% of our pre-pandemic levels, so we are confident of reaching 100% by the summer of 2024.” In total, Montreal is expecting 9.5 million visitors, including an estimated 2 million from America and 500 000 from France.

TOURISME MONTRÉAL FORECASTS A SIMILAR TREND, ESTIMATING THAT 1.5 MILLION MORE VISITORS WILL VISIT THE CITY COMPARED TO 2022.

Four rules for a problem-free summer!

about the regulations surrounding patios, especially when they occupy public space.

2- Are dogs allowed on my patio?

The beautiful spring days and mild weather have finally arrived! And when it’s warm, it’s patio time! However, as you know, setting up a terrace is subject to several laws and regulations. ARQ is here to give you a summary of the important points to remember!

1- Whom should I consult for the installation of my patio?

Contact your city or municipality to learn

As an operator, you are legally required to allow only service dogs that assist individuals with disabilities on your patio and inside your establishment. Denying them access goes against the Charter of Rights and Freedoms, and a complaint to the Commission des droits de la personne et des droits de la jeunesse (Human Rights and Youth Rights Commission) could be very costly for you.

3- Are minors allowed on my patio?

If you hold a “bar” alcohol permit, the

presence of minors is allowed, but only until 10 p.m., and they must be accompanied by their parent or legal guardian. This also means that no workers under the age of 18 can work there. If you hold a “restaurant” alcohol permit, minors are allowed at all times.

4- Is vaping allowed on my patio?

No, just like smoking tobacco and cannabis. You must intervene if you observe a violation and display signs indicating the prohibition.

Digital shift for Québec hotels

As technology is now central in our daily lives, hotels have acknowledged the need to adapt to the digital age and to include it in their services. It has even become an indispensable element in a company’s success, used for hardware keys, online reservations, management software, automated receptions, and voice assistants in rooms. “Alexa, let’s go to Charlevoix!”

Recently, guests of the Fairmont Le Manoir Richelieu in La Malbaie (Charlevoix) have been able to use the new Alexa Smart Properties for hospitality system in every room. This was quickly implemented after the invitation launched last fall by Amazon to companies interested in collaborating with Alexa devices of the Echo Show 8 type. “We had no choice but to integrate digital technologies. We want to find interesting, innovative methods for quickly responding to customer requests,” explained Caroline Ouellette, Director of Sales and Marketing at Fairmont Le Manoir Richelieu. This is the first deployment in Canada and it required about three months of work in collaboration with the Amazon team. The system’s questions and answers are limited at the moment, but it will be adapted in coming months. Customers can ask questions such as: “Alexa, how can I get to the pool?” The 405 rooms of the hotel also feature services such as asking for the weather forecast and listening to music.

PRIVACY AND SECURITY

The Fairmont Hotel and its partners guarantee full respect of privacy. “There are no cameras on the device nor is there sound capture. Additionally, the device is off when visitors arrive. It has to be turned on and then you consent to using it,” explained Caroline Ouellette.

This ensures that the system automatically deletes records. “They are anonymously compiled to provide hotel administrators with usage statistics that will then be used to fine-tune Alexa’s performance in the hotel. For example, we want to determine what questions are most popular and what the system was not able to answer,” she said.

REPLACE THE LABOUR FORCE?

While some are worried about technology replacing employees, Jean-Thomas Henderson, Professor of Management at the Institut de tourisme et d’hôtellerie du Québec (ITHQ), recalls the importance of customer contact in the hotel industry.

“It will never replace a person, but it can facilitate multiple jobs, increase speed, accomplish tasks employees don’t enjoy doing, and more.” Technology is helping many companies address labour shortages and relieve service congestion. “In addition, planning, installing, programming, updating, and all the other steps that technology requires also create jobs,” he explained. Note that the

highest number of vacancies is in the accommodation and catering sector, at 8.4% according to Statistics Canada. This type of technology can thus be used to maintain quality services despite having a reduced workforce.

“At the Fairmont, installing Alexa Smart Properties for hospitality means the receptionist can be replaced at certain times of the day. However, for more complicated questions, an employee will always be available,” said Ms. Ouellette. Many professionals are wondering just how far technology can take and transform the industry, but they are ready to get on board. While constantly evolving, this technology is already making a more personalized, sustainable, and efficient experience.

Hoteliers and travellers: Everyone connected!

Here are some figures from an Oracle Hospitality report titled Hospitality in 2025: AUTOMATED, INTELLIGENT… AND MORE PERSONAL. A total of 633 hoteliers and 5266 people from around the world were surveyed.

• 95% of those surveyed want to travel within the next 6 months;

• 73% of travellers want to use their mobile device to manage their hotel experience, including check-in and check-out, payment, food ordering, and more;

• 96% of hoteliers are currently investing in contactless technologies;

• 54% of managers surveyed want to eliminate mandatory reception.

Olive pits, chicken cartilage, and Plexiglas

It is generally understood that a restaurant owner has an obligation to serve customers food that is fit for consumption and free of foreign bodies. A restaurant owner serving a meal at the request of a client is entering into a service contract under which they undertake to serve, in safe conditions, edible food free of foreign bodies or unexpected consistency likely to cause injury.

QUALITY CONTROL

Case law has defined that a restaurant owner’s main obligation is to serve a dish with quality controls and which does not harm the health of its customers. This includes the obligation to serve healthy food that is free of any object, foodstuff, or substance that could cause potential harm.

However, the courts ruled in favour of customers who have suffered a tooth injury by biting into:

• a piece of glass hidden in a fruit salad or pizza; 1

• an unpitted olive hidden in an Italian salad; 2

• chicken cartilage in a burger-style sandwich; 3

• a piece of Plexiglass in a pita bread. 4 In the above cases, since it had been established that the customers had broken a tooth in circumstances such as the liability was imputed to the restaurateur, it was the latter who had to

bear the burden of establishing not only that they had committed no fault, but that the accident was due to a case of force majeure or a fault of the customer.

OBLIGATION OF RESULT

The restaurateur and the staff they employ, if any, assume an obligation of result. A restaurateur who fails in their duties will be responsible for any bodily, moral, or material damage suffered by their co-contractor, i.e. client, and they are obliged to make good on this damage.

CUSTOMERS MUST ALSO BE CAREFUL

However, case law recognizes that when a person orders a dish in which solid elements such as bones, pieces of cartilage, pits, etc. are normally found, it is up to the customer to take special precautions to avoid suffering damage, in particular, not to break teeth when eating a meal.

Thus, the customer must guard themselves against any obvious and foreseeable dangers that certain ingredients in the food they are consuming may represent.

However, should an accident occur in a situation amounting to a trap, the restaurateur may be held responsible. The concept of a trap adopted by case law is generally of an inherently dangerous situation. The danger must be hidden and not obvious.

For the concept of a trap, there is generally a connotation of abnormality and surprise given all the circumstances. This evidence rests primarily on the claimant’s shoulders.

CONTRIBUTORY NEGLIGENCE

In addition, there are cases in which there is contributory negligence among the victim and the restaurant owner. In such case, the responsibility must also be shared between them.

That said, should such situations occur, we recommend you promptly report them to your insurer who may be able to take up your cause, subject to the terms and conditions of your contract.

Case law has defined that a restaurant owner’s main obligation is to serve a dish with quality controls and which does not harm the health of its customers. However, the courts ruled in favour of customers who have suffered a tooth injury by biting into.

Me Dominique Senécal DHC Avocats

1 Aubin v. Les Rotisseries St-Hubert, 2003 CanLII 41818; Lafortune v. 3103-3608 Québec Inc., 2007 QCCQ 6022.

2 Harvey v. Mamma Teresa Chelsea Inc., 2018 QCCQ 5613.

3 Povilaitis-Hanley v. 154205 Canada inc., J.E. 99-2331 (S.C.).

4 Dumbar v. Montréal Pita inc., 2019 QCCQ 3662.

Dedicated, from Insurance to Financial Services

Lussier, a leading force in your region for over a century, is now Lussier.

We are here to listen, advise and provide the same dedication as we always have across all regions of Quebec.

Our mission remains the same: To find the best way to protect our client’s human and financial assets.

Discover our freshly renewed vision.

Play for the next generation!

On June 21, the ARQ Foundation will hold its annual golf tournament in Boucherville. The event will be chaired by Catherine Dagenais, President and CEO of the SAQ, and Sylvain Galipeau, Vice-President Eastern Canada, Gordon Food Service. It will be a great opportunity to practise your favourite sport while networking with restaurant owners, golf course owners, suppliers, and many industry professionals.

Proceeds from the event will be dedicated to awarding scholarships to students of the restaurant program. All requests, from the sommellerie to the management of a restaurant establishment, whether kitchen or dining room service, are carefully studied in order to grant a maximum.

The ARQ Foundation is well aware of the severe shortage in manpower in our industry. It is important to encourage children and to support them in their career choices. This is the Foundation’s mission: To promote the education and training of the next generation in the restaurant industry.

RESTAURANT ANNIVERSARY

On June 21, we are counting on you! Your participation will help encourage the next generation in our industry!

Here’s to You

The ARQ Foundation is pleased to present restaurants whose creation anniversary is significant. Do you celebrate the anniversary of your establishment this year? Let us know by calling 1 800 463-4237 or by email at erichard@restoration.org. You will be able to share your pride with thousands of other restaurateurs!

20 Years

À la bonne vôtre

Pascal Allard’s mission in opening the À la Bonne Vôtre restaurant in 2003 was to offer a unique and constantly evolving experience to his clientele using cuisine based on local products, excellent wine, and a warm and intimate atmosphere. The “Terroir et Saveurs du Québec MD” certification along with the “Best of Award of Excellence” mention from Wine Spectator allow us 20 years later to confidently express: Mission accomplished!

60 Years

Le Dauphin

Founded in 1963 by the Milot family, the Hotel and Suites Le Dauphin in Drummondville is celebrating 60 years in 2023. Known for its warm welcome, 121 rooms, 27 meeting rooms, and varied culinary offer, this establishment boasts a strong reputation in Québec. Caroline Milot, the owner, has been working in this company for over 20 years and leads an enthusiastic staff. To keep customers and staff satisfied, over $1 million has been invested in modernizing the kitchen and the GLOBE-TROTTER Restaurant, converting the former bar into a café area and a new restaurant bar.

Resto la Banquise

La Banquise, a small creamery in its early days, was born in May 1968. It quickly transformed into a 24-hour snack bar in the fall of 1968. Initially known for its hot dogs and delicious fries, La Banquise has made poutine (more than 30 varieties) its specialty. La Banquise is still a family business run by the founder’s daughter, Annie Barsalou, and her spouse, Marc Latendresse. La Banquise would like to thank its loyal customers, as well as all its staff, who have made possible this very pleasant adventure that has now lasted for more than 55 years. Thank you!

Highlighting involvement of companies in our organization!

LABONTÉ DE LA POMME

Since opening to the public in 2005, the rural agrotourism destination Labonté de la Pomme has distinguished itself through selling a variety of unique products and first-rate services. The company offers various refined products from its terroir through its various components: Fruit, beekeeping, and gourmet food.

Nathalie Labonté

Tel.: 450-479-1111 labontedelapomme.ca

LE CAIUS DU LIVRE INC.

Digital printing company specialized in book printing.

FRANCHISES TITE FRETTE

Come and enjoy the high-quality beers brewed in Québec by a few hundred microbreweries in a setting that marries the retro with the contemporary, the masculine with the feminine. Our beers can be combined with distinctive local products selected from all across the province.

TECHNIREP

Technirep, a company specialized in designing and manufacturing infrared heating systems, has been in business since 1997, setting itself apart from competitors by offering a wide variety of goods tailored to each client’s individual requirements, whether in the institutional, commercial, industrial, or residential markets.

Jennifer Arbour Tel.: 514-524-9542 deslivres.ca

Karl Magnone Tel.: 450-991-7771 titefrette.ca

Olivier Guy Tel.: 450-628-3030 technirep.ca

ALLEMA GLOBAL INC.

Specialized in digital services and the development of customized management tools, Allema Global partners with many different catering companies and is equipped to be your techno partner in custom ordering platform design or boosting your company’s visibility.

Audrey Compagnat Tel.: 418-731-1888 allemaglobal.com

FGF BRANDS INC.

ACE Bakery uses the finest, all-natural ingredients for its authentic frozen artisan breads. Stonefire is one of the leading brands in North America in naan bread, flatbread, and authentic pizza crust.

Marc Voisine

Tel.: 437-928-4546 fgfbrands.com

CIBLE

The Conseil de l’industrie bioalimentaire de l’Estrie (CIBLE) promotes consultation and coordination in the efforts of all local and regional actors within the sector, working for the regional development of the biofood community by meeting the needs of businesses and mobilizing them through joint projects.

Johanick Riendeau

Tel.: 819-346-8905 cible-estrie.qc.ca

ORANGEAD

Orangead is a company that provides cutting-edge solutions in digital signage advertising to diversify your revenue strategy using an integrated business intelligence system.

CARRÉMENT TARTE

Carrément Tarte, prides itself on the quality of gourmet food shared by the whole family! Our products speak for themselves. Sweet and savoury tarts, making sure that any moment in daily life can be a celebration!

AXE FORMATIONS

AXE Formations is passionate about transmitting knowledge, offers extensive experience in the field of catering, and provides training in food hygiene and safety which leads to obtaining the certification required by MAPAQ.

LES PRODUITS PGM

With over 45 years of experience in the food processing industry, Les Produits PGM stands by its reputation as a supplier of choice for Québec restaurateurs. The company also offers mayonnaises, Dijon mayonnaises, salad dressings, Italian dressings, sauces, and marinades.

Jack Blouin Tel.: 514-803-9536 orangead.ca

LES PRODUCTIONS HORTICOLES DEMERS

Tomatoes, strawberries, and raspberries; we produce the most distinct red fruits since they come from cultivars that have been meticulously selected for their exceptional organoleptic qualities. They grow with the natural cycle of daylight and are later hand-picked with great care, preserving their integrity.

Katell Burot Tel.: 514-309-1025 carrementtarte.com

Christian Lainé Tel.: 418-271-4230 axeformations.com

Caroline Déry Tel.: 418-365-5056 pg-m.ca

Christian Laroche Tel.: 418-831-2489 phdemers.com