Operating a successful restaurant network involves juggling various factors to provide an enjoyable and consistent dining experience for customers. A critical aspect is the maintenance of the restaurant's Heating, Ventilation and Air Conditioning (HVAC) system. Improper or uncoordinated HVAC maintenance can affect occupant safety and business continuity.

Restaurants face unique challenges related to HVAC maintenance that can have significant repercussions, such as poor food safety management and the excess humidity and moisture that could lead to odors and mold growth. Then, in order to address these issues, restaurant operators will need to contact HVAC maintenance contractors to resolve them, potentially bringing additional challenges, including:

1. Lack of insurance coverage: In the event of accident or damage during their work, and if they do not possess adequate insurance coverage, it can leave the operator liable for unexpected expenses.
2. Lower skill level: With the growing lack of availability of skilled technicians, a less skilled technician could be assigned for the job who may not have the expertise to solve the problem at one go, increasing costs. Or worse still, it might cause further damage to the HVAC system increasing costs to replace them sooner than needed.
3. Safety issues: Safety should be a central focus of HVAC maintenance, as accidents related to electrical hazards can lead to dangerous and costly consequences. Even with ladders, there are risks involved. According to the American Ladder Institute, every year over 100 people die in ladder-related accidents, and thousands suffer disabling injuries.
4. Damage to property: Technicians, while addressing one issue, might unintentionally damage other areas or equipment of the restaurant, leading to additional repair costs and operational downtime.
5. Risk to occupants: If the contractors do not properly close their work post completing the job and leave tools lying around or a wet floor or parts not fixed securely, restaurant operators may face more risk. With the number of people of people working, entering and exiting a store on a daily basis, there is a greater risk of liability from accidents related to slips, trips, falls, etc.

If HVAC systems are not adequately maintained, it can leave operators open to several risks that could cascade into larger and more expensive ones. These issues can result in more contractor visits – and associated risks may grow.

The emerging trend to counter these issues is applying a data-driven approach to HVAC maintenance and planning for the same right from the design stage of new/re-modeled restaurants. This involves installing IoT devices that can connect to equipment and aggregated data. Operators can then work with the data aggregated from the equipment to optimize operations and maintenance. Operating with a data-driven maintenance plan enables operators to organize the maintenance process more efficiently. It helps extend the life of the equipment too. This leads to a reduction in periodic HVAC unit replacements, avoiding the associated expenses. Data can also help allocate capital expenditure (CAPEX) more efficiently.

Connected HVAC, and even refrigeration and other kitchen equipment, can be managed remotely. This can minimize risks by allowing operators to monitor and address issues promptly, reducing the chances of breakdowns. They also do not need to call a contractor to visit a site unless absolutely necessary, avoiding the risks involved with a physical visit. By using technologies and analytics to help predict what might go wrong, the team operating remotely can act proactively and optimize operations and maintenance.

Well operated and maintained HVAC equipment can enable the restaurant operators to achieve other objectives as well:

1. Reduce Carbon Footprint: Refrigerant leaks from poorly maintained HVAC equipment pose a significant environmental hazard. These leaks release harmful chemicals into the atmosphere, contributing to environmental problems such as ozone depletion. Additionally, by using remote monitoring and control to limit the number of technician visits, operators avoid the associated emissions from the dispatches too.
2. Improve Indoor Air Quality: Properly maintained HVAC systems can help ventilate the restaurants well enabling a great indoor experience. By using effective air filtration systems, the number of airborne pathogens can also be controlled. IAQ is critical not only for customers and the dining experience but also for the employees as it gives them a healthier working environment.
3. Enhance Brand Commitment: According to Gartner, brand commitment as ‘the degree to which audiences prefer the brand to alternatives (brand preference), feel a personal connection to it (brand connection) and advocate on its behalf (brand advocacy)’. For restaurants, this is closely tied to how available they are when a customer chooses them over others. This requires the restaurant's physical infrastructure, including its HVAC equipment, to be in perfect shape and inviting to customers. When restaurants are closed to address HVAC equipment issues, customers might view the restaurant's downtime as equivalent to the brand being down – directly impacting the customers preference, the connection they feel and how much they would advocate for it. Poorly maintained facilities can negatively impact the overall brand perception, potentially leading to a decline in business. By contrast, well maintained facilities will improve brand commitment and that will help bring repeat visits from customers. Thus, HVAC maintenance, as part of facilities management, becomes a strategic component of a brand's overall strategy.

To conclude, HVAC maintenance should be seen as more than just an item on a checklist for operating restaurants. It is a critical factor in helping to ensure safety, emission reductions, business continuity and brand commitment. Proper maintenance of HVAC equipment can help minimize the risks associated with HVAC contractors and the potential cascading risks from working with them and can help operators to protect their investments and provide a better dining experience for their customers. Prioritizing predictive maintenance, remote monitoring and the use of data-driven insights for capital planning, can lead to more efficient operations and minimize financial and environmental risks, and tackling HVAC maintenance to ensure its role is played in continued success.

Integrating IoT devices into the restaurant design can revolutionize the HVAC and restaurant operations. This will also minimize the risks mentioned earlier, and would help operators to save hard dollars, enhance customer satisfaction and employee comfort. Therefore, it is crucial to plan carefully during the design phase only, identify the applicable use cases and subsequently choose the right technologies to maximize the benefits of IoT system across your restaurant’s portfolio.

Authors

Parminder Singh, Head of North America Sales Enablement & Offering Management, EcoEnergy Insights

Parminder Singh heads sales enablement and offering management in North America for EcoEnergy Insights, a part of Carrier Global Corporation. He is primarily focused on crafting energy management and IoT solutions for multi-site operators.