Food Safety Management Systems to Enhance Customer Experience




Restaurant cleanliness matters! It’s the most important driver of customer visitation (i.e., they come back more often and increase sales) and brand loyalty, just behind the importance of employee service and food quality attributes. Employee service, “cleanliness,” and “how the employee cleans” are important attributes that inform a customer’s perception of good service and hospitality. Food safety management systems that control food safety hazards can also directly influence restaurant facility cleanliness, employee service, and food quality, and can be leveraged to enhance the customer experience. This session will present a successful model to enhance both food safety management and customer experience in a restaurant environment. 

The attendees will be able to answer the following:

  • What is a cleaning and sanitation food safety management system?
  • What are the risks related to improper cleaning and sanitation in foodservice?
  • How can you leverage a food safety management system for enhanced customer experience and hospitality? 

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(Moderator) Barbara VanRenterghem, Ph.D

Editorial Director
Food Safety Magazine

Hal King, Ph.D

Hal King, Ph.D., is the president and CEO of Public Health Innovations LLC, an ideation technology and consulting business. Dr. King is a public health professional who has investigated foodborne and other disease outbreaks, disease causation, the prevention of intentional adulteration of foods, and the design and implementation of preventative controls for food safety hazards in the food industry. He is the former director of food and product safety at Chick-fil-A Inc. where he designed and led the company’s food safety management program, past chairman of the National Restaurant Association Quality Assurance Executive Study Group, past board member on the National Council of Chain Restaurants and the FDA and CDC Industry Partnerships, and past-president of the Georgia Association for Food Protection.

Will Hankla, CSCP, CQA

Will Hankla, CSCP, CQA, Senior Advisor, Public Health Innovations. Will is a food industry operations risk management and supply chain advisor. He utilizes his 16 years of experience in the food industry and as a management consultant to advise his clients on operations strategy, operations risk management, and the development and implementation of technology solutions. Currently, Will works with Public Health Innovations to deliver services to clients in the areas of operational excellence, food safety and quality management, and supply chain risk management. Prior to consulting, Will worked in consumer products manufacturing where he held management positions at consumer product companies producing products regulated by FDA and USDA. Will earned a B.Sc. in food science from Texas A&M University and is a Certified Supply Chain Professional, Certified Quality Auditor, and is certified in SQF, HACCP, and Better Process Control.



Food Safety Management Systems to Enhance Customer Experience
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