1853 c p winter 2013 lowres by Executive Media

CLUBS&PUBS manager Winter 2013

Print Post Approved 100009099

Contents NEWS

What does the future hold for clubs? Trailblazing clubs support families

GAMING

2 10

Darling Harbour welcomes Australasian Gaming Expo 2013 12 Loyalty versus reward: What you can do to keep your customers coming back 14 Australasian Gaming Expo set to draw a crowd 18 In-house loyalty point redemption 23 Atlas Gaming’s Apollo II is ready to entertain players! 25 Changes to gaming laws imminent 26 A Victorian gaming service provider delivering results 29

INTERIORS AND ARCHITECTURE

Barooga Sports Club renovates for success 30 ‘Switch’ to the next generation of design 34 Keeping an eye on venue hazards 36 Sofitel Hotel – Collins Street, Melbourne 37 LED-ucation – How to confidently select LED lighting for your venue 39 Bringing the outdoors in 41 Breathe new life into your venue with stainless steel 42 Seat, sofa or stool? Choosing the right furniture for your venue 44 Licensed to play 47 No room for a playground? 49 Shhh… keep your venue’s noise under control 50 Sanctuary Lakes Hotel, the impact venue in Melbourne’s new west 51 Celmec’s energy-efficient, intelligent outdoor heating 53

FOOD AND BEVERAGES Editor: Eden F. Cox Designed by: Alma McHugh

Leaders on the coffee world stage Industry leader in food service equipment

54 57

Get a qualification for skills you already have Small improvements for big profits

59 60

Published by:

EDUCATION AND TRAINING

ABN 30 007 224 204

SECURITY

430 William Street, Melbourne VIC 3000 Tel: (03) 9274 4200 Fax: (03) 9329 5295 Email: media@executivemedia.com.au Web: www.executivemedia.com.au Cover image: Barooga Sports Club, New South Wales. Photograph courtesy of Alex Donnini Photography, (02) 9569 0868, adphotography@optusnet.com.au. The editor, publisher, printer and their staff and agents are not responsible for the accuracy or correctness of the text of contributions contained in this publication or for the consequences of any use made of the products, and the information referred to in this publication. The editor, publisher, printer and their staff and agents expressly disclaim all liability of whatsoever nature for any consequences arising from any errors or omissions contained in this publication, whether caused to a purchaser of this publication or otherwise. The views expressed in the articles and other material published herein do not necessarily reflect the views of the editor and publisher or their staff or agents. The responsibility for the accuracy of information is that of the individual contributors and neither the publisher nor editors can accept responsibility for the accuracy of information that is supplied by others. It is impossible for the publisher and editors to ensure that the advertisements and other material herein comply with the Competition and Consumer Act 2010 (Cth). Readers should make their own inquiries in making any decisions and, where necessary, seek professional advice.

Keep focused with CCTV 62 New regulations for better venue security 64

MARKETING

Keeping in touch with your patrons

Clubs rediscover finance as an affordable way to expand

On the Quest for mobile payments Tap and go – the future of payments Make your menu your best sales tool

70 72 75

Can you afford to lose thousands of dollars per week in customer spend at your premises? ATM reforms – what they mean for you

76 78

Transform tickets into marketing tools All aboard the cash express Is risk management at the top of your mind The house that was made of tickets

5 6 8 15

FINANCE

POINT OF SALE ATMS

COMPANY PROFILE

CLUBS AND PUBS MANAGER WINTER 2013 • 1

NEws

What does the future hold for clubs? Research company IBISWorld has recently released a report about the clubs industry called ‘Social Clubs in Australia (H4530)’, produced in May 2013.

his report looks at the trends that have shaped the industry over the last five years and what’s in store for the industry in future. Clubs and Pubs Manager (C&PM) spoke with Senior Analyst Craig Shulman about the report’s findings. continued on page 4 2 • CLUBS AND PUBS MANAGER WINTER 2013

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For more information call Community First Direct on 1300 13 22 77 or visit www.communityfirst.com.au/club-employee-offer. 3 Year Introductory Basic Home Loan is a discounted Variable Rate loan, available for new borrowings only, which reverts after the 3 year period to the True Basic Variable Rate current at the time. This offer is only available to employees of member clubs of ClubsNSW and their business partners. All lending is subject to lending guidelines. Terms and conditions, fees and charges apply – details available on application. *Rate is current as at 01/06/13 and subject to change without notice. **Comparison rate is calculated on a loan amount of $150,000 over 25 years. WARNING: The comparison rate is true only for the example given. Different amounts and terms will result in different comparison rates. Costs such as redraw fees or early repayment fees and cost savings such as fee waivers are not included in the comparison rate but may influence the cost of the loan. ^This is an introductory rate for 6 months from the date of card funding on retail purchases, cash advances and balance transfers. At the end of the introductory period the rate will revert to our standard McGrath Pink Visa card rate – currently 9.25%p.a. and subject to change without notice. Community First donates $20 to the McGrath Foundation from the annual fee for each McGrath Pink Visa card. The McGrath Foundation supports McGrath Breast Care Nurses in communities across Australia and educates young women to be breast aware. For more information visit www.mcgrathfoundation.com.au. #$12 introductory Member Allowance is for one year. Under our Member Allowance system you will start to receive free transactions based upon the combined total balances of your loans and deposits with Community First. Any transaction charges, in excess of your monthly allowance, will be debited monthly. ^^Offer starts on 17/01/13 and can be withdrawn at anytime without notice. Offer is only available on new car loans up to 3 years old and not available for refinances from existing Community First Credit Union car loans. Community First Credit Union Limited ABN 80 087 649 938 AFSL/Australian Credit Licence No. 231204.

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NEws

continued from page 2

C&PM: Can you give us an overview of the report and its findings?

will fall. Consequently, clubs need to pursue cost-cutting measures to make sure their operations remain viable.

Mr Shulman: There are two main factors that have shaped the industry over the past five years. One has been the introduction of smoking bans. As many of the clubs industry’s core consumers were directly affected by this legislation, there were temporary drops in attendance by these consumers as they sought to adjust to the new legislation.

As a hospitality industry, clubs’ most significant expense is wages at 30 per cent. Thus, club operators believe that their most significant cost savings can be made by targeting expenses related to employees. Casualisation is seen as one of these solutions.

The second factor was the introduction of caps on electronic gaming machine numbers in many states. This restricted access to increasing revenue for many clubs. Overall, these changing conditions have put pressure on the profit margins of smaller clubs, leading to increased levels of consolidation. Revenue has still increased slowly over the past five years, as gambling expenditure per capita has remained high, along with household discretionary income levels. IBISWorld estimates that revenue has increased at an annualised rate of 1.3 per cent over the five years to 2012/13 to reach $10.8 billion in 2012/13. C&PM: Do you believe that the industry will grow over the next five years and how will government regulation change the industry during this time? Mr Shulman: Over the five years to 2017/18, IBISWorld expects industry revenue to increase at an annualised one per cent to reach $11.3 billion. Household discretionary income levels are expected to remain high, and Victorian clubs are expected to endure higher than average growth as many gaming machines since August 2012 are now owned by pubs and clubs as opposed to the previously existing duopoly. However, an uncertain regulatory environment is expected to restrict growth for most of this period. The introduction of ATM withdrawal limits during 2013/14 is expected to act as a spending disincentive at clubs, and clubs are also expected to start working on adjusting to the voluntary pre-commitment scheme for electronic gaming machines during this period, as they are expected to start being introduced from 2018. C&PM: The report indicates that employment will trend towards clubs hiring casual employees. Why do you believe this will be the case? Mr Shulman: Gambling activities are responsible for nearly 60 per cent of revenue generated by clubs in Australia, consequently heavily defining how the industry makes its money. As regulation increasingly targets this activity, it is expected that the revenue generated by this segment

4 • CLUBS AND PUBS MANAGER WINTER 2013

C&PM: Do you believe that online gambling will affect the revenue stream of clubs? If so, by how much? Mr Shulman: Different types of gambling activity attract different demographics. Online gambling attracts younger age groups, which are generally not interested in using electronic gaming machines. Consequently, it is expected that there will be some effect on the industry, but it is likely to be minor. C&PM: Can you discuss how competition from other venues will affect clubs? Mr Shulman: Competition is increasing from the pubs, taverns and bars industry, and the casinos industry. Pubs are much less reliant on gambling expenditure and thus are more innovative in their service offering, focusing on drawing in consumers through providing a certain atmosphere or culture. Casinos attempt to provide an overall entertainment destination, and through this complete service, they draw consumers. While clubs offer entertainment, they primarily focus on a value offering. C&PM: Can you discuss trends in alcohol sales over the next five years? Mr Shulman: Overall, alcohol consumption is falling; however, clubs tend to attract a certain demographic that is much more habitual in their alcohol consumption. Also, I should point out that there has been some misstated information: The report states that ATM withdrawal limits apply from 2018 in line with the voluntary pre-commitment on poker machines, but in fact, the $250 ATM withdrawal limit applies from 1 February 2014. Further, the mandatory precommitment trial in the Australian Capital Territory is not going ahead, and a $250 withdrawal limit on their ATMs applies from 1 September 2013. C&PM For more information on the report, please visit the IBISWorld website, www.ibisworld.com.au, and follow the links.

COMPANY Company PROFILE profile

TRANSFORM tickets into marketing tools

or over 20 years, Charters Paper has been the leading manufacturer and supplier of paper roll products and printer consumables to casinos, hotels, pubs and clubs Australia-wide. We offer a complete one-stop shop for all of your transactional media including: • IGT approved TITO tickets

You’ve hit the TITO

• thermal, bond and carbonless paper rolls • ATM & EFTPOS rolls • custom printed rolls • security printed rolls • venue ticketing • roulette cards • Waffle-technology cleaning cards and swipes. In 2012 we established an exclusive partnership with Graphic Controls, the world-leading supplier of TITO tickets. This partnership allows us to offer venues with high-quality IGT-approved TITO tickets. Our tickets are only produced using approved quality thermal stocks. This ensures a clean and crisp printed image as well as prolonging the life of the TITO printer.

Benefit from our partnership with Graphic Controls, the world’s largest and most successful supplier of TITO Tickets – giving you direct access to superior quality, service and pricing.

In addition to the standard TITO tickets, we are able to offer our customers the latest innovation in TITO tickets – Tickets+. With the use of QR codes, Tickets+ lets you transform your TITO tickets into powerful marketing tools that increase consumer engagement and improve venues’ tracking capabilities. C&PM Graphic Controls Tickets+ U.S. PATENT PENDING, 2013 Graphic Controls, ALL RIGHTS RESERVED.

For further information on any of our products, or a Tickets+ demonstration, please contact Paul Sfetkidis on 03 9314 9002 or via email paul@charterspaper.com.au.

Visit our stand at the

AUSTRALIAN GAMING EXPO STAND NO. 2335

Charters Paper Pty Ltd, your One-Stop-Shop for Gaming Venue requirements: • • • • •

All types of paper rolls Roulette cards Customised printing Printer ribbons Waffletechnology® cleaning cards & wipes

Ph:1800 809 839

sales@charterspaper.com.au www.charterspaper.com.au CLUBS AND PUBS MANAGER WINTER 2013 • X 5

Company PROFILE profile COMPANY

ALL ABOARD THE cash express F

or those who attended this year’s event, Clubs + Hotels Expo 2013 was a resounding success for a number of reasons. With myriad lights and sounds, and much excitement, gaming operators were treated to a whole host of new and innovative products from Aristocrat. Aristocrat’s stand was busy with gaming enthusiasts delving deep into a world of new ideas to understand how they can better operate in a highly competitive marketplace. The Aristocrat stand attracted interest for its breadth of offerings across all segments with the all-new Cash Express WS drawing significant interest and attention. In fact, Clubs + Hotels 2013 was the very first time clubs and hotels were able to see the all-new Cash Express on the impressive Viridian WS cabinet, and given the hub of activity surrounding the bank of machines, it would be safe to assume that this is a product to watch out for around clubs and hotels in the coming months. The iconic Cash Express has been a player favourite for over a decade. The longevity in the performance of Cash Express has established it as a mainstay on gaming floors throughout New South Wales and one that players continue to enjoy. The evolution of the iconic Cash Express from its launch in 2000 to today has been driven by its unique positioning on gaming floors. The distinctive nature of the product is the cornerstone of its success and why operators have long held the brand in such high regard. The all-new Cash Express on the impressive Viridian WS allows players to enjoy their favourite games on a whole new level. From classics such as The Phantom and More Hearts in the ‘First Class’ multi-game, to impressive new games such as There’s the Gold and 5 Dragons Deluxe

6 • CLUBS AND PUBS MANAGER WINTER 2013 X

packaged into the ‘Ticket To Ride’ multi-game, there is a mixture of game play styles to suit all players’ preferences. Australia and New Zealand Marketing Manager Craig Blesson says Cash Express offers clubs the flexibility to tailor a solution specifically to their floor. ‘The ability of Cash Express to create bespoke solutions for club gaming operators to enhance their gaming floors underpins the rationale for its development. Cash Express WS allows clubs to grow their existing Cash Express-themed hyperlink and invest in the future with a new and expanding library of support games,’ explains Blesson. ‘One of the major draw cards of this new hyperlink is its capability to rationalise existing installations of Cash Express by future-proofing the product with the latest games and technology.’ C&PM

CASH EXPRESS WS™

TAKE A RIDE ON THE CASH EXPRESS Cash Express™ combines the popularity of the Cash Express™ Hyperlink™ theme with games that players know and love on the impressive Viridian WS™ cabinet. The evolution of the iconic Cash Express™ was driven by its unique position on gaming floors and has been developed with both players and operators in mind.

For more information contact:

(03) 9644 1000

COMPANY PROFILE

Company profile

IS RISK

management at the top of your mind?

here are a lot of challenges that are faced on a day-to-day basis when running a successful hotel, pub or club.

You are often so immersed in your day-to-day operation, or in crisis management mode, that it is hard to keep track of the two areas that have the greatest impact on your gross operating profit – inventory costs and labour costs! From a risk management perspective, it is critical to do so; however, if you don’t have the right systems that are integrated in your point of sale (POS), then more often than not, accessing this information in a timely fashion to make pro-active decisions can be virtually impossible. Enter H&L Australia. Ever since the company’s beginning, H&L has focused on an operational perspective, with their goal to provide solutions to the hospitality industry to improve profitability, increase revenue and control costs. Here are just a couple of solutions that will keep you in control!

POS-INTEGRATED MANAGEMENT SOLUTION The power of POS is truly recognised with H&L’s POS Integrated Management Solution, which allows you to gain financial control of your business and access your gross operating profit (GOP) at any time in a meaningful and realistic way. (GOP = revenue minus cost of goods and labour).

Here is a scenario: the staff are all there and the shift is underway. Now, your duty manager must ensure that staff costs and productivity are at their optimum levels. How confident are you that the right call will be made for your venue, if your manager does not have access to the following information instantly? • up-to-date revenue • current hourly wage cost by department • which staff are the most productive for the venue • up-to-date wage cost and per cent • staff on duty by department

The heart of H&L’s POS Integrated Management solution is the Sysnet software, which drives the POS system and provides enhanced management capability for individual businesses or across multiple venues.

• up-to-date details of staff breaks.

POS-INTEGRATED WORKFORCE

And that is just the start. The H&L Workforce Management Solution includes a range of tools and devices that allows you to get the ‘upper hand’ in reducing wage costs in your venue.

MANAGEMENT SOLUTION Manage your wages and productivity at your POS with H&L’s Workforce Management Solution, with the ability to view ‘real time’ wage information at any POS at the click of a button. Making the right staffing decisions is all about having accurate information when you need it, not after the event! The Live Wages Button will ensure that you make the right management decisions about wage costs, by department and during trading hours.

X 8 • CLUBS AND PUBS MANAGER WINTER 2013

With H&L’s Workforce Management Software, management can access this information and more at any H&L Exceed POS at any time via the live wages button.

For further information: visit our website www.hlaustralia.com.au/solutions Contact Details: Burt Admiraal, Director of Business Development, Sales & Marketing, H&L Australia M: 0418 550 005 E: burt@hlaustralia.com.au

25 YEARS

WE ARE LEADERS OF INNOVATION WHERE WE GO OTHERS FOLLOW...

Hotels & Pubs

H&L AUSTRALIA...

At H&L Australia, we are focussed on providing solutions that will improve proﬁtability, increase revenue and control costs! Here are just some ways we can help you !

POS Integrated Management Solutions More than just a standard point of sale terminal. Want to increase your Revenue, Manage Wages & Productivity and Control your Cash? Want to access your Gross Operating Proﬁt at any time in a meaningful and realistic way?

Then the H&L Integrated Management Solution is for you...

POS Integrated Workforce Solutions Now you can reduce you labour costs … by accessing wage information instantly from any H&L Exceed POS terminal, with just a click of the “Live Wages” button. We want you to have the power to access current sales vs wage costs and %’s, staﬀ productivity and performance details, and more - to help you make informed management decisions!

**L im O it ﬀe ed r

Act Now to get the "Upper Hand" in reducing Wage Costs and we will do the Set Up and Install for FREE** ( At least a $750 saving or more, depending on your staﬀ numbers. )

Conditions Apply. Call the H&L Workforce Management HOTLINE 1800 246 903 and don’t forget to mention Live Wages Button Scan the QR Code or visit hlaustralia.com.au/LiveWagesButton

LIVE WAGES

NEws

Image courtesy of Castle Hill RSL Club.

Trailblazing

clubs

support families Whether it be kidsâ&#x20AC;&#x2122; menus, play equipment or highchair access, most clubs around Australia make at least a token effort to cater to their littlest patrons. But some clubs are taking a more considered approach and extending the family-friendly offerings to staff as part of their strategic planning. Breastfeeding rooms, flexible working hours, and childminding services are being rolled out in several clubs, and are proving a big success.

10 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2013

news

ith thousands of working mums employed in clubs across the country, it makes sense, from a staff retention point of view, to cater to this large and growing workforce group. In fact, New South Wales figures show that the number of women employed in clubs across the state is higher than ever at 54 per cent, while 20 per cent of club CEOs are women (compared to just three per cent of all ASX-listed companies). ClubsNSW CEO Anthony Ball says, ‘Although club management figures are leaps and bounds ahead of ASX 200-listed companies, we’d like to increase the ratio and are working hard with local clubs to do just this. ‘Offering flexible working arrangements is a key factor in retaining women in the workplace and we know that this is one reason that clubs are an employer of choice for a lot of females.’ Being considered an employer of choice is increasingly important for clubs that are growing a positive brand and philosophy. Becoming an employer of choice is a key part of New South Wales’ Easts Group of Clubs’ five-year strategic plan, launched this year. ‘Operating as a family-friendly employer and providing a work environment that ensures all team members are valued forms a significant part of our strategic goals,’ says Renata Csanyi, Marketing and Membership Manager for Easts Group Bondi Junction Club. Easts Group has recently rolled out breastfeeding rooms across its five clubs for use by staff members returning to work after having a baby. The rooms provide staff with a clean, private room for expressing milk, and are equipped with a comfortable chair, a table and a refrigerator. Easts Group CEO Scott Bennetts says that women make up half their workforce. ‘Returning to work after having a baby can be a very challenging experience, so we wanted to make sure that our clubs have facilities available to staff to ease this experience.’ The initiative ensures that employees who are new parents feel valued, says Ms Csanyi. The breastfeeding rooms make each club a welcoming and flexible environment to which staff want to return. ‘Currently, we have a number of staff on maternity leave and these rooms have been implemented as an incentive for these new mothers to return to work,’ says Ms Csanyi. ‘We have had some mothers return to our workplaces pleasantly surprised to hear that this initiative was put in place. Responses have been incredibly positive all round.’

Family-friendly workplace policies are also benefitting working dads and grandparents around Australia, with many taking up the option of paternity leave (sometimes paid) and flexible working hours in order to meet family and child-minding commitments. Ms Csanyi says diversity is not just respected, but valued at her club, and supporting employees to better manage work and family responsibilities is key to this. ‘It’s the individual contributions made by these people with diverse cultural backgrounds, family responsibilities, experiences and educational backgrounds that contribute to our warm, creative and progressive culture, and ultimately to our organisation’s growth,’ she says. Other clubs around Australia are offering paid prenatal leave and low-cost child-minding services on site. Staff at the regional New South Wales club Dubbo RSL are able to work from home, depending on their roles, and can even bring their children to work with them. Castle Hill RSL, also in New South Wales, offers free parenting classes for its staff members. ‘Castle Hill RSL introduced the “Mums, Dads and Bubs Positive Parenting” seminars to educate parents on key safety and health messages, for example: infant first aid, getting fit post-baby, allergies and children, and healthy feeding for babies and toddlers. The classes have been extremely popular as they provide education for parents in a relaxed, social environment,’ said the RSL’s Marketing Manager, Melanie Morson. ‘Our club has a large family demographic and it is important that our programs and facilities reflect that. Since the introduction of our monthly seminar program, we have seen a significant increase in the number of young families and mothers’ groups visiting our venue.’ Providing a welcoming environment to families clearly extends to patrons, too, and clubs that are supporting staff who are parents are also supporting visiting families with facilities such as baby change rooms, play equipment and dining areas. ‘We welcome families to come and have a meal,’ says Ms Csanyi. ‘We have change room facilities, a variety of kids’ meals available, and we provide kids with drawing paper and pencils.’ With family-friendly offerings in clubs becoming so popular amongst staff and patrons, the industry has set a clear precedent for the wise club manager to follow. C&PM

CLUBS AND PUBS MANAGER WINTER 2013 • 11

GAMING gaming

DARLING HARBOUR welcomes Australasian Gaming Expo 2013

he Sydney Convention and Exhibition Centre at Darling Harbour will again welcome the Australasian Gaming Expo on Tuesday 13 to Thursday 15 August 2013. This year’s event is the 24th Australasian Gaming Expo to be held at the Centre since the first in 1990. More than 140 exhibition stands have already been booked, taking up more than 93 per cent of the 15,000-square metre exhibition space (which is about the size of an Australian Rules Football field). The exhibition will again be full to capacity – including last year’s ‘Best Stand’ winner Task Retail Technology, along with new exhibitors Atlas Gaming, Charlies Cookies, DE Master Blenders, Elag ast Australia, Generate Group, Nespresso, Red Design Group, Signature Floor Concepts, Total Workplace Solutions and Visual Sounds. More than just a Gaming Expo, this year’s event will again support the finals of the national Hot Club Barista Cup – and features a range of hospitality equipment exhibitor categories, including furniture, point-of-sale systems, signage, security, paging, flooring, entertainment and building services. Event owner and operator, the Gaming Technologies Association, will again add to the excitement levels by offering a trip for two to Las Vegas for visitors at each day of the Expo. Visitors can expect to experience the world’s best gaming and related equipment and services from the primary members of the Gaming Technologies Association

X 12• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013

– Ainsworth, Aristocrat, Aruze, Bally, IGT, Konami, SHFL Entertainment and WMS Gaming. Entry is complimentary to gaming industry executives. Visit www.austgamingexpo.com to register or call the Gaming Expo Help Line on 02 9211 7430. C&PM

For further information contact: Ross Ferrar, CEO, Gaming Technologies Association (02) 8216 0931 or rferrar@gamingta.com. Gaming Technologies Association Limited ABN 70 060 130 770 Level 34, 50 Bridge Street, Sydney NSW 2000 Australia Tel: 02 8216 0931 | Fax: 02 8216 0701 Web: www.gamingta.com Note: The Australasian Gaming Expo is a trade exhibition, for management representatives of Gaming Industry Organisations only, including government, regulatory, research and support bodies, clubs, hotels, casinos, resorts and similar hospitality industry venues. Trade suppliers are not eligible to attend the event unless exhibiting. The Gaming Technologies Association’s primary members are Ainsworth Game Technology, Aristocrat Technologies, Aruze Gaming Australia, Bally Technologies, IGT Australia, Konami Gaming Australia, ShuffleMaster Australasia and WMS Gaming Australia.

gaming

Loyalty versus reward: What you can do to keep your customers coming back

Communicating with our patrons has always been a large part of the gaming industry; however, now, more than ever, this area is regarded as the largest opportunity for growth. Loyalty programs have evolved considerably over the last couple of years, though the word ‘loyalty’ is somewhat ambiguous.

ur research shows that gaming patrons will frequent more than one venue, sharing their wallet with your competitors. This means that creating a loyalty program is more than just giving away a reward. The challenge in today’s game is to increase visitation from each player and to ensure your venue is the first choice for patrons. This is where loyalty programs come into effect. We often incentivise our most loyal patrons through points, cash and prizes based on spending; however, this alone is not the answer to loyalty, but is a way to ‘reward’ player behaviour. One of the key factors in creating loyalty is devising a marketing plan or loyalty campaign for players. Instead of looking at one offer, we need to be focusing on changing player behaviours. Venues will not change a player’s behaviour based on one campaign. At best, they might return with the incentivised offer of a ‘free meal’, but what happens after that? Marketing to players has become very specific, with more venues spending less on broad-based marketing techniques and diverting efforts into direct marketing. This style of communication must suit the needs of the recipient, not just the venue’s requirements. To make content work

14 • CLUBS AND PUBS MANAGER WINTER 2013

harder and smarter, you need to focus on strategy rather than just tactics. Ensure that you examine business objectives, target audiences and the customer touch points that matter most. Given today’s customers’ one-web experience – this could include PC, smart phone and tablet – you can give content a fresh look by considering multiple distributions and formats from the beginning. This entails employing a strategic content view, which considers all the different paths and formats possible. After an initial strategy is in place, consider the ways in which you can create multi-purposed, adaptive content. The ideal scenario is that content be created with adaptability for different uses in mind. In order for venues to remain competitive, a consistent review of their player communication strategy should be undertaken regularly. The amount of information at your fingertips is constantly changing, providing great insight into player behaviour. Accessing this information will greatly assist you in getting to know your customer. Once you find the answer, the next question is: How do I use this information? With the constant evolution of player data, venues often struggle to filter through the mass of information due to time constraints and crucial business operations. Next time you are discussing loyalty programs, ask yourself the question, ‘Am I trying to reward players or create a loyalty program?’ The difference between you and your competition may only lie in the time taken to respond. C&PM For more information, contact Danny Nixon-Smith at danny@dws.net.au or call (07) 3878 9355.

Company PROFILE profile COMPANY

THE HOUSE that was made of tickets

n an ever-changing ticketing environment driven by technology and major corporations entering the market, a small company in the New South Wales Southern Highlands has developed into one of Australia and New Zealand’s leading print, ticketing, queue management and admission solutions specialist. In less than 10 years, House of Tickets has become synonymous with the provision of premium printing and distribution services. Wherever there is a requirement to provide a patron with a printed ticket, House of Tickets is an invaluable partner to its clients in providing cost-effective solutions. Having worked in the ticketing and printing industries for some 15 years, Nathan Simonds decided to deploy his skills and knowledge by opening his own company in 2006. Following early success when House of Tickets was appointed the exclusive sales, service and supply partner for BOCA Systems in Australia and New Zealand, Nathan acquired the former Venue Technology and Kadok Press businesses in 2009.

On an annual basis, House of Tickets produces in excess of 40 million tickets to more than 2000 clients. From order to delivery, the suite of ticket stock services offered is both scalable and flexible. This includes preprinted event tickets, customised thermal stock, roll tickets, wristbands and more. House of Tickets also offers print management, direct mail and fulfilment services. Nathan also believes that venues, promoters and sporting organisations in this region have yet to fully explore the potential of creating value by producing enhanced ticket stock. ‘Real tickets can carry an emotion with the patron, and this can be developed to add value by including rewards and offers along with carrying information from sponsors. These types of tickets also have value as souvenirs and memorabilia,’ says Nathan. It’s not often that organisations like to brag about ‘having tickets on themselves’, but in the case of House of Tickets, it’s actually a badge of honour! C&PM

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013••15 X

gaming

Australasian Gaming Expo set to draw a crowd

Every year since 1990, the Australasian Gaming Expo has attracted top gaming and hospitality industry executives to the Sydney Convention and Exhibition Centre at Darling Harbour in New South Wales.

n 13, 14 and 15 August this year, the Gaming Expo is set to once again show why it’s easily the largest gaming event, and one of the largest trade events, in Australia. More than 160 companies have signed up for 15,000 square metres of exhibition space – which is about the size of an Australian Rules Football field. Last year, well over 2000 visitors attended each of the first two

18 • CLUBS AND PUBS MANAGER WINTER 2013

days, with more than 1200 backing up for the third day. They came from every Australian state and territory, along with a big contingent from New Zealand and international guests from South Africa, the United Kingdom, the United States, Macau, China, Singapore, Taiwan and elsewhere around the Asia-Pacific region. Their efforts are well worthwhile – 93 per cent of visitors surveyed last year saw the Expo as an opportunity to see new products and technology, while 98 per cent said they saw what they wanted at the Expo. Owned and operated by the Gaming Technologies Association, the Australasian Gaming Expo has earned its reputation as the showplace for innovations and new technologies for gaming in casinos, clubs and hotels. The major attractions are the new games from poker machine suppliers, who look forward to August each year to unveil their world’s best, latest and greatest games and machines. Association members Ainsworth, Aristocrat, Aruze, Bally,

gaming

IGT, Konami, SHFL entertainment and WMS Gaming are certainly the stars of the show, each putting on the razzledazzle for their customers around the region. But poker machines are not the only attraction, with 160 exhibitors proudly showcasing audio visual equipment, ATM equipment, building services, cash handling and equipment, cleaning and waste services, consultancy services, entertainment systems, flooring and floor coverings, food and beverages, furniture, IT, interior design and fit-out products, maintenance services, management services, marketing services, membership management systems, paging and communication systems, point of sale systems, promotional games and systems, seating and staging systems, security systems and hardware, signage and displays, and staff uniforms; so there’s definitely something for everyone. Interest this year has been intense, and 20 of the 160 exhibitors are first-timers at the Gaming Expo. They’ll be part of a project where over 750 poker machines and a mountain of signage and equipment is moved into Darling Harbour, installed, connected, tested, used and compared by the most demanding critics, and then moved out again – all in only a few days. The logistics of the event are awesome, even by exhibition industry standards. But paramount in all this is the safety of all the people involved – whether stand builders, exhibitors, visitors or venue staff. In particular, all stand builders hold safety accreditation and all contractors and exhibitors undertake a safety induction conducted by the venue. With such a huge show floor, getting around can be a challenge. Apart from suggesting comfortable shoes, the organisers have carefully designed the floor plan to provide visitors with the easiest possible access to all exhibiting companies. Uninterrupted four-metre-wide aisles down the centre of the show floor and across each of the three exhibition halls mean that sight lines and convenient access are easy to achieve. When they enter, each visitor receives a printed show map (see page 22), which includes a detailed floor plan and list of exhibitors – these are also displayed on signage at each entrance and in the foyer. The event website www.austgamingexpo.com includes an interactive floor plan, which is updated in real-time, along with a list of exhibitors – which can be sorted by company name, stand number or category – and provides contact details for each exhibitor and their website address for further information. The event website is also optimised for mobile devices, so all its features are available on smart phones for convenient navigation around the show floor.

Charlie’s Cookies in stand 2304 is all about seriously delicious gourmet cookies, so they’re also bound to raise more than a few eyebrows – and appetites. Charlie’s make an award-winning muesli slice and popular chocolate salted caramel slice, and as they say, they’re ‘putting joy into life… one bite at a time’. Next Payments in stand 2103 has its head office in Melbourne, and describes itself as ‘one of the most exciting and innovative businesses in the payments sector’. Its product range includes ATMs, cash-handling equipment and integrated loyalty products. For many years now, the Innova Group have participated in the Australasian Gaming Expo. Innova Group is in stand 1320 this year and manufactures and supplies quality, flexible furniture solutions for the multi-purpose function room market. Their products, including tables, chairs and a multitude of event-related accessories, are flexible to suit a range of applications and are sure to attract attention on the show floor. Goplay Commercial Playground Equipment in stand number 3335 is based in Craigieburn, Victoria. Goplay designs and constructs specialised playground equipment for hotels, food chains, clubs, resorts and indoor play centres. Goplay provides information and support to ensure that the right playground equipment decisions are made. As Goplay says, ‘catering for child’s play is anything but simple. Play is as diverse and colourful as the imagination’. There’s definitely something for everyone at the Australasian Gaming Expo. Exhibitor categories include: Audio Visual Equipment: 2308

Big Screen Video

3430

Technoprom

ATM Equipment: 1247

Banktech

1231

Cashpoint

1321

DC Payments

2103

Next Payments

Building Services: 1126B

Bergstrom Architects

2410A

Boden Projects

2242

Brand + Slater Architects

2125

Meridian Construction Services

CLUBS AND PUBS MANAGER WINTER 2013 • 19

gaming

3324

Merlot Constructions (Aust)

2221

Global Coffee Solutions

1142

Network Refurbishments

2240

Good Nuts

3114

PaynterDixon

1125

Hennessy Coffee

1157

Rohrig Constructions

3110

Perfect Fry Company

1152

Whitcon

3113

Premier Hospitality

Cash Handling and Equipment

2324

Riva Ice Cream Dispensing

2402

Crane Payment Solutions

2410

Robert Oatley Vineyards

3104

ecash

Furniture

2334

Futurelogic Australia

1144A

Allstyle Furniture Group

1402

JCM Global

1226

B Seated Global

2111

MEI

3320

Capital Design Works

1126

Methodical Services

2326

Gasser Chair Co Inc.

1225

Microcoin

1320

Innova Group

1249

Sprintquip

1214

Interloc Lockers + Seating

1322

VFJ Currency Equipment

3420

James Richardson Corporation

Cleaning and Waste Services

2405

Karo Australia

3331

Mil-Tek Waste Solutions

1211

Nufurn Commercial Furniture

1150

Odour Control Systems

2207

PHaT Sourcing

Consultancy Services

2320

Ricmar Commercial Furniture

1218

BMM Compliance

1128

TCDC Wise

2331

GLI Australia

Information Technology

1127

Evolve Compliance Partners

3423

biz4mobi Mobile Phone Apps

2407

rawsuga

3323

Infosign

Entertainment Systems

2321

JEM Computer Systems

3335

Goplay Commercial Playgrounds

1113

OSS – System One

1235

Nightlife Music

1114

PC Corporate

Flooring and Floor Coverings

Interior Design and Fit-out

3321

Brintons Carpets

2323

Australian Interior Landscapes

2101

Ezi-Flor

1206

Plantscaping Solutions

1333

Feltex Carpets

2122

Rhinoplay

1201

Signature Woven Concepts

2403

Split Watermelon Design

Food and Beverage

Maintenance Services

1143

Bite Size Coffee Treats

1150

Odour Control Systems

2304

Charlie’s Cookies

1302

Transcity Group

continued on page 24 20 • CLUBS AND PUBS MANAGER WINTER 2013

I N D U S T RY LEADERS

Operational Services and Systems (Aust.) P/L, (OSS), began operating in January 1994 and has been a leader in developing multi jurisdiction computerised gaming machine reconciliation and performance reporting systems.

System One

Gaming Machine Management System › Servicing the gaming industry for 18 Years › Compatible with Victoria, New South Wales, Queensland, South Australia and Tasmania

PROVEN PERFORMANCE

At OSS we are working with

Intralot the successful CMS provider, to ensure that you the Venue Operator, has the best tool to continue the gaming machine reconciliation and performance analysis process.

› All in one Meter Collection, Reconciliation, Deployment and Compliance System › Central Managment System for Hotel and Club Groups › Compliant with Victorian Gaming Legislation Changes, August 2012 and beyond › 7 Day week helpline support

U N S U R PA S S E D SUPPORT

With OSS products we run a 7 day a week, 365 day a year, 1300 telephone Helpline from 8am to 6pm. Our industry standard programs “System One” and “Gold Coin” are used by over 600 Clubs and Pubs Australia wide.

OSS HELPLINE

1300 130 541

gaming

22 • CLUBS AND PUBS MANAGER WINTER 2013

GAMING gaming

IN-HOUSE LOYALTY point redemption

nnouncing the unique Members Points Reward Swipe Card Technology. It makes your loyalty program essentially self-managed and keeps the loyalty point redemption completely in-house.

HOW DOES IT WORK?

You either fit the system to your existing vending machines or to thirdparty suppliers’ machines including Coca Cola, Nestlé and Smiths Snacks.

Your members earn reward points by using their Members Reward card while playing the poker machines. Without our system, there would be limited opportunities for them to redeem points in your establishment. Our system enables your members to redeem their points by using their card to pay for coffee, snacks, drinks, prizes, etc. from your vending machines.

The software used by our system will talk to the most widely used point providers and is capable of being modified to interact with any new ones that appear in the market.

The technology is now fitted in over 350 installations across New South Wales, Queensland and Australian Capital Territory, including many large New South Wales clubs, and is soon to be fitted to vending machines in casinos. Some of the larger venues include Bankstown Sports Club, Rooty Hill RSL, Mounties Club, Club Mingara, Blacktown Workers Club and many more.

It allows for tier levels if the point provider runs that type of system. C&PM

halfpageH.pdf

2/5/13

3:54:11 PM

For huge savings on software installation, mention this article when getting in touch with Methodical Services via phone on 02 9793 2733 or email methodical@bigpond.com.au.

MAXICOIN COIN AND HOPPER WEIGHING SCALE (Model METH50KG)

CMY

Using the recently released AMD 50kg scale, with keyboard and entries via touch screen, all driven by Windows CE software with down load facility via USB. Features include: • Internal battery pack with up to 7 hours plus battery life • 7-inch touch screen and USB download • Reports listing, showing poker machines as cleared on the ﬂoor and in numerical order • Displays number of machines cleared as clearance progresses • Screen warnings prevent you clearing the same machine twice • A next button that brings each poker machine number up in sequence • Sub totals, any time during the clearance • Total clearance print out showing date, clearance number, coin or hopper clearance, number of machines cleared and room for three signatures • Clearance reports stored in memory and retrievable Unit 16/1 Adept Lane Bankstown NSW 2200 • Ph: (02) 9793 2733 Fax: (02) 9793 2744 • Email: methodical@bigpond.com.au • www.methodicalservices.com.au

CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013••23 X CLUBS

gaming

continued from page 20

Membership Management Systems

2204

T & C Visual Displays

1145

2305

The Bright Group

Unicard Systems

Paging and Communication Systems 2205

Blufi/Boomerang/Playcom

1205

LRS – Long Range Systems

1217A

Bepoz Retail Solutions

2322

InfoGenesis

1228

Jensen Data Systems

1144

Micros Fidelio Australia

2106

NCR Hospitality

3336

POS-TEC

1129

Sharp Electronics Group

1156

SWIFTPOS/Toshiba Tec

1405

Task Retail Technology

1140

Worldsmart Future

Staff Uniforms 3303

Advance Design Clothing Co

1240

ZigZag Apparel

A detailed, sortable list of all exhibitors is available at www.austgamingexpo.com. Exhibition entry is complementary to gaming industry executives, courtesy of the Gaming Technologies Association. The exhibition is open from 10 am on Tuesday 13, Wednesday 14 and Thursday 15 August, and closes at 5 pm on the Tuesday and Wednesday (4 pm close on Thursday 15). Trade suppliers are not eligible to attend the event unless exhibiting, and nobody under 18 years of age (including infants) may enter the exhibition. C&PM

Seating and Staging Systems 1244

SICO South Pacific

Security Systems and Hardware 3401

Armaguard Group

3301

AST – KeyWatcher

2123

Exact Security

2325

ICU Security Cameras

1216

Kappalyn Security

Signage and Displays 3111

Allpride Signs & Marketing

1207

Display Me

1217

Flexicast

2406

Fremont Design

1227

Multiscreen

2216

Orion Art

1154

SWS Signage

24 • CLUBS AND PUBS MANAGER WINTER 2013

More information and visitor registration is available online at www.austgamingexpo.com, or call the Gaming Expo Helpline on 02 9211 7430. The Gaming Racing and Wagering Australia conference will operate alongside the Gaming Expo at the Sydney Convention and Exhibition Centre. Day one of the conference will be the day before the Gaming Expo, on Monday 12 August, and features the leading experts in the Australian and Asian gaming sectors. Day two focuses on digital marketing strategies, and day three will bring together the market leaders of the local sports betting, racing, and wagering companies in Australia. Further information is available at www.gamingdownunder.com.

GAMING gaming

ATLAS GAMING’S Apollo II is ready to entertain players!

The Atlas Team from left to right: Dean Hogan, Chris Afentoulis, Danny Dang, Peter Panagakos, Zenja Solaja, Boris Mitelman, Daniel Montenegro, Shelley (host), Rob Sloot, Wade Clark, Alex Ciampoli, Tim Brcan, Richard Knight, Mark Johnson.

isitors to the Victorian Clubs and Hotels Expo 2013 had a unique opportunity to see the launch of a new world-class gaming product designed and developed here in Victoria.

venues, the Atlas product is set to take the market by storm with an array of technological features not available in other machines. C&PM

The Melbourne-based Atlas team envisioned an affordable gaming machine that could deliver a true high-definition sound experience, full 1080p high-definition graphics and smooth animations without compromising quality. Their aim was to bring products to market that provide ‘a highly entertaining, value-for-money experience for players, whilst delivering healthy returns to operators’. Their exciting creation, now available to Victorian hotels and clubs, was on show along with a number of new and innovative games, including both stand-alone and Double SAP Jackpots. Atlas’ new Double SAP Jackpot ‘Lucky Diamonds’ is set to impress players, offering an interactive feature and rich layout. The first thing that you notice when approaching the Atlas expo stand is the audio/visual impact of the games. The Atlas team comprises a number of experienced professionals covering every aspect of the gaming industry, including talented hardware and software engineers, mathematicians, technicians, game developers, artists and sound engineers. With local support for Victorian gaming

To find out more about Atlas’ products, visit www.atlas-gaming.com or call Atlas on 1300 78 88 17. CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013••25 X CLUBS

gaming

Changes to gaming laws imminent The South Australian Government has recently introduced a new Bill containing reforms to its gaming machine laws, which commence, for the most part, on 1 July 2014. The reforms include recognised training requirements, equipping staff with an understanding of pre-commitment and automated risk monitoring systems, the implementation of signage requirements progressively over time, and reducing the red tape for hotel and club venues, as well as enforcing different requirements for major and minor venues. 26 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2013

he Gaming Regulation Reference Group will guide the implementation of these reforms over the next seven years. Key work will involve changes to regulations, codes of practice and the prescription of recognition criteria. The regulations will address key transitional issues and will be developed on a collaborative basis with the reference group. The measures contained in this Bill represent the most significant reforms to the gaming sector in South Australia since the introduction of gaming machines in clubs and hotels in 1994. Clubs and Pubs Manager (C&PM) asked a spokesperson for the Minister of Business Services and Consumers, John Rau, to explain the Bill in more detail. C&PM: When was the last time South Australia saw a raft of reforms such as this within its gaming machine laws? Government spokesperson: On 25 November 2010, the Gaming Machines (Miscellaneous) Amendment Act 2010 (the Act) was passed by parliament. The Act included improvements to responsible gambling environments and a reduction in the costs and risks associated with regulation. It also removed the fixed price of $50,000 on gaming machine entitlements traded through the approved trading system.

gaming

If a venue chooses to be a major venue, they must be party to a responsible gambling agreement and install both pre-commitment and automated risk-monitoring systems. Major venues must have installed these systems by 1 January 2017. C&PM: Training requirements for staff are set to change due to pre-commitment. What do current employees in the sector need to do to meet these new requirements? Government spokesperson: From 1 July 2014, training requirements for gaming machine managers and employees under the Gaming Machines Act 1992 will be simplified by the establishment of two levels of training. These are: • recognised basic training, which would cover: • operation of gaming machines • responsible gambling

• basics of problem gambling identification (including automated risk monitoring) • basics of pre-commitment. • recognised advanced training, which would be taken in addition to basic training and would cover: • advanced identification of problem gambling (including automated risk monitoring) • low-level intervention and referral to gambling help services • advanced pre-commitment tools.

CCTV GAMING COMPLIANCE & LIQUOR LICENCE CCTV compliance for gaming and liquor licence applications has become an important issue for most hotels and clubs.

AMVEX VIDEO SURVEILLANCE

Camvex has had 25 years as a specialist CCTV provider and is regarded as the market leader and expert in this field. 99 CCTV9system9audit9compliance 99 Choice9of9equipment9to9suit9budget9&9performance9needs 99 Multi-platform9VMS9that9supports9different9CCTV9technologies 99 Advanced9E-mapping9options

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19/04/13 2:30 PM

CLUBS AND PUBS MANAGER WINTER 2013 • 27

gaming

All gaming employees that work in the gaming area will be required to complete recognised basic training.

and from 1 January 2020, the government will require that minor venues remove automated coin machines.

Under the Gaming Machines Act 1992, gaming managers will be required to complete recognised advanced training. Further, it is proposed that the current requirements for advanced training for late-trading venues be replaced by this measure. As a result, the role of gaming managers under the Gaming Machines Act 1992 will shift to a strong focus on responsible gaming, including:

C&PM: Why is the South Australian Government keen to accelerate these reforms before the national reforms come into force?

• assisting customers who are identified as being at risk • making referrals to gambling help services • facilitating welfare barring • supporting gaming employees • maintaining contact with local gambling help services. In order to provide sufficient time for industry to undergo the necessary training, it is expected that the Independent Gambling Authority (IGA) will prescribe the criteria for recognition of training courses by 1 July 2013, and recognise training courses by 1 January 2014. It is anticipated that the IGA will recognise training undertaken by existing employees in such a manner that the only new training requirements for existing employees will be in relation to pre-commitment and automated riskmonitoring systems. C&PM: How do venues determine whether they are a major or a minor venue? Government Spokesperson: From 1 January 2014, all venues will be given a choice about the nature of the gaming services they offer. They can choose to be a venue with a greater focus on gaming and implement advanced systems aimed at reducing the harm from problem gambling, or a venue where gaming is incidental to food and beverage service. If a venue chooses to be a major venue, they must be party to a responsible gambling agreement and install both precommitment and automated risk-monitoring systems. Major venues must have installed these systems by 1 January 2017. If a venue chooses to become a minor venue, then from 1 January 2016, they must not operate loyalty systems and will be subject to stricter operating hours, with gaming areas to be closed at least between 2 am and 10 am every day. Furthermore, from 1 January 2017, minor venues will be prohibited from operating more than 20 gaming machines, 28 • CLUBS AND PUBS MANAGER WINTER 2013

Government Spokesperson: South Australia has been working towards these reforms over the past six years, informed by an evidence base that has been assembled by the Responsible Gambling Working Party (RGWP) and the Independent Gambling Authority (IGA). South Australia has been working towards pre-commitment since November 2006, when the RGWP was established. Membership of the Working Party included the hotels, clubs, casinos and industry unions. C&PM: What impact do you think this reform will have on the industry in South Australia? Government Spokesperson: The focus of the government’s gaming policy is the overall wellbeing of the community. The key challenge is to reduce and avoid problematic gambling behaviour, while not inadvertently lowering the enjoyment derived by most customers from gaming. The government is committed to working with the clubs sector in general to assist them in taking advantage of the reforms, in starting up new venues and in expanding existing venues. The proposed reforms will apply consistently to clubs and hotels. The attributes of the venues themselves and whether they become a major or a minor venue is the important consideration, not their status as a club or hotel. All venues that currently offer gaming machines can still offer gaming machines, provided that an appropriate level of consumer protection measures are provided. The gambling reform framework of major and minor venues recognises the potential impacts of automated systems. The framework provides venues with the ability to choose what type of environment they want to offer their customers – gaming-focused or hospitality, food and beveragefocused – while providing customers and staff with better support. This framework is based on the sound evidence base that has been assembled by the Responsible Gambling Working Party (RGWP) and the Independent Gambling Authority (IGA). C&PM

gaming GAMING

A VICTORIAN gaming service provider delivering results A

mtek’s experienced management team brings together a wealth of knowledge gained over 20 years in gaming and hospitality. Amtek continues to delight gaming venues with an enthusiastic service culture and technicians that go above and beyond. Their standard gaming service package delivers: • 24-hour support centre • rapid onsite response seven days a week • installations and upgrades • complete service visibility • no hidden costs. If you are looking for a one-stop gaming solution that delivers results 24/7, then it’s time to have a chat with the team at Amtek. With Victoria-wide coverage, Amtek’s gaming service team is: • experienced • equipped • enthusiastic • ready to provide solutions now! C&PM

To find out more about Amtek, visit www.amtek.com.au or call 1300 426 464 When it comes to sorting out your machine faults, venues have the choice of logging service calls via the web, using an iPhone or other portable device, or simply calling Amtek’s 1300 GAMING hotline for immediate attention. Venue managers can get online and view any calls logged with Amtek, as well as get updates on current calls or browse machine histories. At any time of the day or night, venue staff can phone Amtek’s 1300 GAMING number and speak to an operator. Amtek technicians are also equipped and authorised to maintain your venue’s IGS monitoring equipment. The technician that attends to fix your gaming machine is the same technician that will resolve any IGS issues.

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013••29 X

interiors and architecture

Barooga Sports Club renovates for success The Barooga Sports Club is the latest in a long list of clubs embarking on a significant renovation or redesign to freshen up appearances and encourage new membership.

lubs and Pubs Manager (C&PM) spoke to Dan Wilsden, Director of Abeo Architects, about the renovation, why design is important for venues, and the new trend towards in-club accommodation. C&PM: Can you tell us a bit about your recent work renovating the Barooga Sports Club? Mr Wilsden: We have been working with the Barooga Sports Club for many years on a variety of projects, including some smaller projects at the Club. This recent project represents the first major stage of the master plan, with more stages to follow that are currently on the drawing board. The recently completed stage included a complete rejuvenation of the food court, which is the geographical heart of the Club. This is complemented by an integrated family dining and internal/ external kids’ play areas. The relocated children’s area has freed up some prime real estate adjacent the entry/foyer to the Club to introduce the distinctive and moody Tubby’s Lounge. This area is available for general lounge use and also for private functions, and includes its own outdoor terrace. Other works included a full renovation of the entrance, foyer, reception and smaller lounge areas.

30 • CLUBS AND PUBS MANAGER WINTER 2013

interiors and architecture

C&PM: Why did the Club decide to renovate? Mr Wilsden: Like any club, remaining relevant to their patronage is of utmost importance. The Club has a solid trading history, but this has been accompanied by continual improvements along the way. The world is changing at a rapid pace and so too must hospitality venues. The Club wanted to provide a more ‘aspirational’ venue. People are always looking for a better experience: the best experience. The Club has gone down this path to provide a better patron experience that is more relevant to what people are expecting when they choose where to go for entertainment.

As with any project where you are undertaking major renovations in the middle of a trading club, inconveniences are to be expected. Careful planning is required to minimise business interruption. C&PM: Can you describe your relationship with club managers throughout a renovation process? Mr Wilsden: After numerous years working together, we have developed a very collaborative and trusting relationship with Club management and the board. This relationship is key to understanding the strategic direction and implementation of the master plan and project works to fulfil their expectations, and, ultimately, their financial goals. C&PM: Can you describe the vision that Barooga Sports Club had for their new-look venue and how you achieved the desired outcome?

CLUBS AND PUBS MANAGER WINTER 2013 • 31

interiors and architecture

as far as comparing a regional club project to that of the likes of Crown Casino, our approach is fundamentally the same. We adopt the same key design principles for all projects, and you can see the same concepts in both small and large projects, subtle as they may be. Mr Wilsden: The Club was not looking to re-position itself as such, as many of our other clients are doing, but wanted to consolidate its current solid trading position. They wanted to have a unique and distinctive venue that would provide a memorable hospitality experience, appealing to their current patronage and also to new market sectors. Taking this brief on board, our inspiration came from the context of the site itself, with geometries, forms, textures and colours reflective of the Murray River setting of the site. C&PM: What has been the response so far from patrons and the Club? Mr Wilsden: As with any project where you are undertaking major renovations in the middle of a trading club, inconveniences are to be expected. Careful planning is required to minimise business interruption. It is only when the hoardings are down and the final product can be experienced and enjoyed that patron response can be judged. The old saying goes, ‘you can’t please all of the people all of the time’, which is always the case with club projects because the patron cross-section and makeup can be very broad. We are very pleased that the final product has been extremely well received and resulted in a venue that members, management and the board are all proud of. 32 • CLUBS AND PUBS MANAGER WINTER 2013

C&PM: What’s it like working on a multi-million-dollar project in the small town of Barooga? How do you transition from working on large-scale projects (such as the Crown Casino renovation you were involved with) to smaller-scale club renovations? Mr Wilsden: Firstly, as far as comparing a regional club project to that of the likes of Crown Casino, our approach is fundamentally the same. We adopt the same key design principles for all projects, and you can see the same concepts in both small and large projects, subtle as they may be. The key is to specifically tailor the design solution to the target markets, both existing and new, whilst keeping the club’s strategic plans for the future in context. I will admit that the approval processes are often a lot less arduous within a town like Barooga, as the clubs are often extremely important to every aspect of life in a small town. This is definitely the case with Barooga. As far as the construction process is concerned, most of the tradespeople were either from within the Shire or from

interiors and architecture

nearby, with only highly specialised trades coming from further afield. C&PM: Why do you believe it is important to renovate and refurbish clubs and pubs? Mr Wilsden: The world that we live in is changing, and with exponential gusto. We see more of what the world has to offer, whether it be at Crown Casino or our local club – and we want a slice of it. Therefore, any hospitality venue needs to change in parallel to ensure that they remain relevant to the people that choose to enter the venue. This relevance and market positioning is directly linked to market share, and, of course, to financial performance. C&PM: What is your philosophy when approaching your projects and works with clubs and pubs? Mr Wilsden: The first thing is to look at the existing facility with a critical eye in order to identify any shortfalls from a functional and operational perspective. The second step is to develop a clear understanding of strengths and weaknesses, and, finally and most importantly, to understand the strategic direction planned for the venue: where do they want to be in two, five, 10 years and beyond? Once this framework is in place, we can undertake the design process with clear direction and understanding of the desired outcomes. C&PM: Your company, Abeo Architects, has an extensive portfolio in club works throughout Australia. Do you wish to expand on these in the future? How so?

Mr Wilsden: With many years of involvement in the hospitality gaming industry, we have developed a solid understanding of clubs – in particular, how they live and breathe. We understand the enormous changes that the hospitality/gaming industry has experienced in recent years and the increasing challenges faced by clubs to remain relevant and prosper in the current economic climate. Our goal is to build upon our current knowledge and keep working within the industry to provide venues that are distinctive and that truly perform. C&PM: You are currently working on club accommodation, something that is not common in club venues. How do you approach a project like this? Mr Wilsden: The most important thing is understanding what the accommodation is intended to achieve, and how it will interrelate with the other revenue streams: that is, the strategy behind implementing it in the first place. At Barooga, we are about to start construction of new accommodation within the Cobram Barooga Golf Club, which is part of the Barooga Sports Club Group. At less than a kilometre away from the main Sports Club, it has been important to understand the business model in its totality and how the venues will function together. In this case, the target market is the golfing experience holidaymaker. This project is of significance as it is transforming some low-yield areas of the existing expansive Club into a solid new revenue stream that will, in turn, have flow-on effects to the other facilities and revenue streams within the Barooga Sports Club Group. C&PM: How does this accommodation design tie in with the rest of the venue? Mr Wilsden: Whilst we have undertaken a few minor projects at the Club in recent years, the current project has involved a major overhaul of the entire venue. The Club itself will get a substantial redesign and upgrade in order to deliver an experience equal to the high level of accommodation and quality of golf on offer at the Club. The Club and accommodation is very much part of the same venue and patron experience. C&PM: Is club accommodation something that we will be seeing pop up across Australia? Mr Wilsden: Industry reliance on gaming has reduced a great deal in recent years and will no doubt continue to do so at an even more rapid pace in the future; therefore, many clubs are exploring alternative revenue streams. Providing an on-site accommodation offer can and has been very successful for some clubs, provided it is done in a complementary manner to the club’s existing facilities. C&PM Images courtesy of Alex Donnini Photography. CLUBS AND PUBS MANAGER WINTER 2013 • 33

INTERIORS interiors AND and ARCHITECTURE architecture

‘SWITCH’ TO the next generation of design

hic. Sophisticated. Architecturally-inspired. Geometric prints interspersed with vibrant hues. Rich, three-dimensional textures.

Didn’t think we were talking about carpet, did you? Brintons, world leaders in designing and manufacturing woven contract carpets since 1873, brought fashionable trends to the floor in autumn 2013 with the launch of their latest stocked range, Switch, which has been designed specifically for Australian hospitality, gaming and leisure applications. Each pattern unites dramatic design with a profusion of delicious colour: moody slate and pewter form the backdrop to splashes of vibrant violet, bold grapefruit, electric tangerine and eye-catching rust. With a choice from 10 striking woven Axminster carpets, Switch follows in the wake of two hugely successful ranges by Brintons, Fringe and Shadow. Fringe pushes the boundaries associated with stocked carpet design. This exceptional collection of eight broadloom woven Axminster carpets is designed to combine brilliant scale and pattern to create a capsule collection that is both easy to maintain and beautiful. Thoughtfully designed to complement Brintons’ stocked range Fringe, the six designs in Shadow can be used in isolation or in conjunction with those from Fringe to produce visually inspiring interior spaces. Both Shadow

X 2013 34• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERAUTUMN WINTER 2013

and Fringe are woven in Brintons’ own blend of 80 per cent wool, 20 per cent nylon, and are available from stock in 3.66-metre widths. A Brintons woven Axminster carpet will enhance any interior design scheme, provide comfort underfoot whilst withstanding the heaviest traffic, reduce noise pollution and improve indoor air quality. Whether it is stock for fastturnaround projects, or custom bespoke work, Brintons will have a solution for your flooring needs. From Melbourne’s Crown Casino to the White House, it’s no surprise that Brintons Carpets are trusted to deliver flooring solutions the world over. Every day, millions of people throughout the word test the enduring beauty of a Brintons carpet, including in airports – from Hong Kong, where the carpet withstands a footfall of 25 million passengers a year, to Delhi, the world’s largest carpeted area, where 175,000 square metres of Brintons Axminster graces the floor. These capsule collections present a series of floor coverings that are versatile and easy to maintain, continuing Brintons’ reputation for innovative design technique, technical expertise and exacting global quality standards. C&PM For more information on any of these ranges, or to order a sample or download a brochure, please visit our new website www.brintons.net or call us toll free on 1800 332 694.

Brintons’ own High Deﬁnition Weave technology can weave up to 32 colours in a single carpet with unrivalled design deﬁnition.

Why would you walk on anything else?

Brintons - making the world a more beautiful place For further information call 1800 332 694 or visit www.brintons.net

interiors and architecture

eye on venue hazards

Keeping an

By Mark Dohrmann, Engineer, Certified Professional Ergonomist

Paying attention to the hazards posed by chairs, furniture, carpets and floors can prevent patron and staff injuries and save managers from costly liability claims.

t was a lazy afternoon in a sunny outdoor garden lounge at a well-known Sydney pub. It wasn’t overcrowded, but there were plenty of patrons enjoying the sun and the company of their friends. A groom’s prewedding party was having a relaxed and slightly boisterous time. When one of the guests (a little larger than some) leaned back on his aluminium outdoor chair, it suddenly tore apart and collapsed. He fell on his backside, suffering quite serious injuries. The upshot some years later was a very expensive claim settled against the hotel. It was also found that the type continued on page 38

36 • CLUBS AND PUBS MANAGER WINTER 2013

INTERIORS AND ARCHITECTURE

interiors and architecture

SOFITEL HOTEL – Collins Street, Melbourne S

ofitel is the only French luxury hotel brand with a presence on five continents with 120 addresses in almost 40 countries. The Sofitel Hotel is located in the very centre of beautiful Collins Street, a tree-lined boulevard of grand heritage, international fashion houses, historic churches and magnificent theatres. In meeting with the very high standards of a world-class hotel, Sofitel turned to ROXSET to help provide a HACCPand OH&S-compliant non-slip flooring solution in the main busy hotel kitchen that would withstand demanding cleaning regimes and provide a durable fast flow surface for its busy chefs and staff. ROXSET has worked in the food and beverage industry for over 25 years. As a specialised turnkey manufacturer and installer of high-quality OH&S coatings, this solution is very much in demand with high-end commercial and restaurant kitchens at the prestige end of the market.

Sofitel Melbourne was delighted with the result and aesthetic appeal of the coating and an extra bonus of this coating was the smooth flow of very busy trolley traffic in and out of the kitchen. C&PM

Do you provide a safe & hygienic environment for your staff? Roxset SE Epoxy is a seamless, impervious floor coating system with varying degrees of slip resistance for the Hospitality, Beverage, & Food Processing industries. Roxset meets the highest OH&S standards set by HACCP, AQIS and FoodSafe, ideal for wet and dry food processing areas where the highest level of food hygiene and safety are required. Features & advantages include: •

Impervious non-slip impact with abrasion resistance

•

Will not harbour Bacteria

Providing safe, durable & ultra-clean flooring for over 30 years.

X • CLUBS AND PUBS MANAGER WINTER 2013

•

High/Low temperature tolerant & chemical resistant

•

Full range of textures & colours available

•

Easy to clean, low maintenance, reduces costs (readily repaired)

•

Long lasting (20 years +) with full materials & installation warranty

•

Installation 7 days a week, 24hrs a day

1800 769 738 roxset.com.au

HEALTH & SAFETY FLOORING

CLUBS AND PUBS MANAGER WINTER 2013 • 37

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continued from page 36

of chair that had failed was fundamentally weak in its rearjointed connections â&#x20AC;&#x201C; at least, it was not strong enough to support the kind of weight, movement and behaviour of this patron on this occasion (it may also have been weakened over time). The chair turned out to be a cheap import sold by the container-load. We investigate these types of accidents on licenced premises and in motels several times a year, and failures in chairs are not uncommon.

Your arrangements with cleaners should normally include prohibition of lifting or moving heavy furniture by themselves, as this is a very common cause of strain injury. Tip number one: If you are buying chairs for general use, do not skimp on their strength. Your responsibility as an occupier includes an expectation that you will appreciate the kind of use to which the patrons might put your chairs â&#x20AC;&#x201C; leaning back, placing unbalanced weight upon them, jumping or standing on them, using them on uneven surfaces, or even using them as a weapon. Fortunately, there is an Australian Standard (AS 4688.2) that prescribes strength and durability tests for fixed-height chairs. There is another Standard for molded plastic chairs, too. You should insist that your suppliers provide evidence that their products (which you may want to buy) comply with the relevant Standard. Each Standard requires testing for all likely forms of use or abuse. Tip number two: Inspect your chairs regularly. Look for signs of movement in joints, bends, fractures, old repairs, missing screws, and the development of sharp or exposed edges. Tip number three: Watch out for heavy furniture. While outdoor, motel room and general dining furniture can be reasonably light and stackable (and ought not to be flimsy), larger and heavier lounge-type chairs can cause 38 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2013

continued on page 40

INTERIORS interiors AND and ARCHITECTURE architecture

LED-UCATION How to confidently select LED lighting for your venue.

n all industries, rising energy costs are a major factor in operating budgets. There has been much information published on how to combat these costs by installing LED lighting technology. If your venue is faced with efficiency challenges, lighting upgrades can reduce your energy consumption and overall energy costs. These upgrades can be achieved within a reasonably short payback period, and substantially improve the appearance of the venue. However, without a full understanding of the technology, it is difficult to tell the genuinely ‘efficient’ products from the cheap imitations. Quality products are sold by reputable companies, and reputable companies have proud histories. If a lighting supplier has sprung up overnight to exploit rising energy costs, it is likely that their focus will be on short-term financial gains and not on the long-term satisfaction of their clients. Consult with reputable companies that will continue to support the product well into the future.

Get all the facts; low wattage does not necessarily mean energy-efficient. Comparison of lighting products should be based on various factors, including wattage, lumen output, efficiency, lamp life, beam control, optics, thermal management, maintenance, colour temperature, controllability, and upfront and ongoing costs. While you cannot be expected to understand all of these elements, it is important that your lighting supplier does. C&PM Lightech Australia has been supplying the hospitality industry with quality lighting systems for over 13 years. Contact Lightech on 1800 950 888 to assist your venue with energy efficient and reliable lighting solutions.

Australian Made LED Lighting Energy Efficient

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problems for staff or cleaners who have to move them during vacuuming, set-up and so forth. Your arrangements with cleaners should normally include prohibition of lifting or moving heavy furniture by themselves, as this is a very common cause of strain injury. Ideally, your large club lounges and anything else that is heavy should be on wheels, such that they can be easily moved short distances so that floors can be cleaned. Lockable castors (or glides for polished floors) are not expensive, and can prevent the furniture from moving until necessary. Tip number four: Don’t create hazards with anything that can become sharp or might be used in ways that you do not expect or anticipate. For example, another claim in which we became involved arose when an intoxicated patron grabbed a bar stool and swung it at another customer. Some weeks earlier, the publican had welded sharp-edged metal squares to the bottom of each stool leg to protect his vinyl floor. You guessed it; one of those squares took the victim’s eye out, and the publican shared liability for the consequences.

When you are selecting mats for entrance areas, be sure that the rubber edge is stiff and chamfered: that is, graded down to a knife edge at floor level. Mats should be heavy and stiff enough to avoid puckering up in a breeze or when kicked.

Carpets Carpets are a frequently used element in a venue, and most pub and club managers already know plenty about them. Carpet salespeople are aware of the wearing properties of their commercial-grade products, and their cleanability, flame-retardance and appearance. Most claims associated with carpeted areas occur where there has been wear and tear, or where a hole or opening has created a trip hazard in the carpet, or with mats. Tip number five: Watch carpet for signs of wear, and replace it quickly when it is damaged. Carpet tiles are the most affordable way of achieving this, by rotating high-wear

areas as needed, or by just replacing the damaged section. Mats become trip hazards when people catch their toes or heels on the mat edge. When you are selecting mats for entrance areas, be sure that the rubber edge is stiff and chamfered: that is, graded down to a knife edge at floor level. Mats should be heavy and stiff enough to avoid puckering up in a breeze or when kicked. There should also be enough absorbent mat area to ensure that patrons walking in on a wet day get their shoe soles thoroughly dried before they step onto any hard or flat surfaces. Are your mats long or wide enough for this? Are they in the right place? Are they properly absorbent? If you are using mats in washrooms and wet areas to protect people from slipping on wet floors, it is best to use carpet and not ‘holed’ (draining) mats because these can trap women’s shoe heels; however, rubber mats with holes are not so bad in male washrooms. Paying close attention to chairs, furniture, carpets and floors means a safer and more comfortable establishment, and a much reduced chance of expensive claims made against you. C&PM Mark Dohrmann can be contacted at info@ergonomics.com.au. Mark Dohrmann and Partners Pty Ltd is a consulting, safety engineering and ergonomics company. www.ergonomics.com.au.

40 • CLUBS AND PUBS MANAGER WINTER 2013

INTERIORS interiors AND and ARCHITECTURE architecture

BRINGING THE OUTDOORS IN

ltis Architecture’s recent club projects include new contemporary and innovative alfresco design solutions for gaming and food and beverage areas, which are delivering significant revenue increases for clubs. Altis have recently completed three major club refurbishments at Revesby Workers, Wenty Leagues and the Shellharbour Club that have delivered double-digit percentage revenue increases in gaming and food and beverage facilities. These club renovations in the $5 million – $10 million building cost range have been underpinned by distinctive alfresco design solutions that offer a clever point of difference from their competition. The key design concepts in the new gaming and dining/ lounge areas are discussed by the design director for the projects at Altis, Rolfe Latimer.

• contemporary design in the gaming/alfresco areas, providing the right balance of a sophisticated ‘casino’ atmosphere

The aspirational design creates the perfect ambience and atmosphere with a seamless integration of the indoor area to the alfresco outdoor area.

• rejuvenation and ‘reinvention’ of an existing space rather than building new structures.

The key design concepts are: • providing efficient operational design

There is clear evidence that these revitalised clubs have attracted patrons from their surrounding competitors who have not provided such new and aspirational venues. C&PM

CUTTING

EDGE

ALFRESCO

DESIGN

R E V E S B Y W O R K E R S C LU B SHEL L HARBOUR CL UB

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ARCHITECTURE IN TERIOR DESIGN MASTERPL AN N IN G

ALTIS

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INTERIORS interiors AND and ARCHITECTURE architecture

BREATHE new life into your venue with A

stainless steel

chieve a unique look for your venue. James Richardson is proud to unveil three exciting new ranges of commercial-quality stainless steel tables for the hospitality industry in Australia. The Waverley, Omega and Rado stainless steel table ranges provide a natural modern look that easily connects with any interior or exterior space. The new table ranges promote an increased awareness of the material’s use by combining the coolness of stainless steel with other warmer materials, such as hardwood and veneer, as well as engineered and natural stone. James Richardson has been successfully importing genuine 304-grade stainless steel products for nearly 10 years. Our items are only produced from quality-assured suppliers of stainless steel materials and carry a superior wall thickness to other available products. Stainless steel tables are practical, strong and weatherproof and are aptly suited to commercial settings such as the hospitality industry. Stainless steel tables are easy to clean, easy to maintain and easy to move. With the proper maintenance, this furniture can withstand the test of time even in the outdoor environment. The James Richardson furniture collection of stainless steel items includes dining, coffee and lamp tables, dry bars and pedestal table bases. We also supply stainless steel bench seats, sofa/chair legs and bases. Standard and custom sizes are available. Minimum quantities apply for custom designs. Our stainless steel items have a point of difference: • all items are finished with high-quality seamless welds • most stocked models are available in brushed satin finish • some models are available in high-polish mirror finish • custom models can be supplied in brushed or mirror finish • we carry large stocks in our warehouse for quick shipment of orders • we currently have 100 styles and over 700 pieces in stock James Richardson is your gateway to one of the most expansive product offerings in Australia. We are able to X 42• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013

offer your venue a point of difference with our range of commercial, high-quality furniture. The James Richardson Group, established in 1892, is a family business that has been providing commercial furniture solutions since 1956. Our large stock holdings enable us to provide progressive instalment options, allowing for a staggered and continual approach to your build or refurbishment. We will hold standard stock for your project. Choose from over 2000 standard styles or custom designs that are either sourced from overseas or locally produced. Our business development managers have extensive product and market knowledge and work collaboratively with you to maintain a uniform theme to facilitate and meet customer expectations. C&PM For more information on James Richardson’s commercial quality textiles or high-quality furniture visit www.jamesrichardson.com.au or call 1800 812 440.

Since Since1956, 1956,James James Richardson Richardsonhas hasimported imported leading leadingdesigns designsand and continues continuestoday todaytotooffer offer high highquality, quality,affordable affordable furniture furniturefrom frommany many sources sourcesaround aroundthe the world worldfor forthe thepub, pub,cafe, cafe, restaurant, restaurant,hotel, hotel,club cluband and gaming gamingindustries. industries.From From servicing servicingsmall smallvenues venues through throughtotolarge largeprojects, projects, James JamesRichardson Richardsonisisa a market marketleader leaderand andcarries carries one oneofofthe thelargest largeststock stock holdings holdingsofoffurniture, furniture, nationwide. nationwide.

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interiors and architecture

Seat, sofa, or stool?

Choosing the right furniture for your venue by Amy Saunders, Australian Furniture Association

Determining the most suitable furnishings for application in the hospitality sector can appear complex to the untrained venue operator. What are the nonnegotiable elements? Should practicality override aesthetics? How do standards affect choice? What constitutes good design and manufacturing? Given that these perennial challenges continue to be an issue for venue operators, the top tip from the Australian Furniture Association is that a solution is very accessible.

hilst venue operators quite often make the ‘styling’ decision, the process can be quite demanding and time-consuming. More and more often, venue operators are turning to furnishing industry experts for guidance and advice at difference stages and in various degrees to assist them with venue development projects.

44 • CLUBS AND PUBS MANAGER WINTER 2013

interiors and architecture

Geoff Ryall, Designer at Eagle Remac Furniture Co., sees his work with clients as a key element that facilitates the selection of good design, quality products and practical application. The knowledge base offered by designers provides a broader choice of products and extended contacts with industry specialists. Having external support often eliminates the need to visit multiple contractors to achieve the final result. An experienced designer with extensive knowledge can take charge of a project and draw upon reliable, quality contractors and suppliers to ensure the best possible results.

The brief The starting point for furnishing and styling selection is simple: the brief. This creates the foundation for all future decisions. When developing a brief, there are some key points that need to be addressed. The function and overall effect that is required of the space is an element that needs to be defined in the original brief. This could range from a ‘family-friendly’ environment to a ‘chic and contemporary’ design. Also, consider the budget for the project. This will be a key consideration in the design process. When engaging a designer, visual references should form part of the brief. A visual prop will assist with communicating ideas between the client and designer. This ‘mood board’ includes a collection of images that take influence from other sources to create the look and feel the venue operator is aiming to achieve. The best mood boards are created by adopting images from around the world: from magazines, the web, and other forms of digital media to access ‘visual inspiration’.

Standards A critical step in selecting the most appropriate furnishings is to consider industry standards and legislations to ensure compliance at all times. Just as standards apply to food and food handling, there are also a number of important standards developed by Standards Australia relating to furniture and furnishings. While these standards do come into play during the manufacturing process, it is important to keep this in mind and be aware of the existence of relevant standards. Durability is an extremely important consideration when selecting furnishing for the hospitality industry. Whilst standards and rates exist for weight loadings in consideration of the shape and size of a diverse patronage, a piece must also withstand multiple uses, and various degrees of treatment. Remember that in the public setting,

not all patrons will respect the venue’s property in an appropriate manner. Whilst standards and warranties will protect the consumer, sofas in a hotel foyer are not designed to be used as trampolines by small children, so careful selection is always recommended. Consider the patrons, then choose accordingly. Fabric durability is equally important. Not all fabrics are suited to every setting. Put simply, window coverings are not always suitable as chair upholstery. The Martindale Rub Test is a method used to help predict the wearability, durability and sustainability of a range of commercial furniture. This test is applied to textiles and quite literally determines ‘how many rubs’ it can take before it shows signs of wear and tear, or permanent damage. Interior design and furniture placement must also be considered from an occupational, health and safety perspective. Space and circulation are critical considerations in order for staff to move freely around the venue, to provide patrons with a safe environment, and to keep exit paths clear. In addition, special consideration must be given to disability access. All Australian manufactures are required to comply with Australian furniture standards; therefore, it is unlikely that venue operators would need to measure and test the standards themselves, but it is important to be aware of the relevant requirements. Further details can be found at www.standards.org.au. CLUBS AND PUBS MANAGER WINTER 2013 • 45

interiors and architecture

Rate of change Venue makeovers can be expensive, so changing and updating furniture on a regular basis can have a significant impact on the commercial viability of a venue. When selecting furniture, it is important to consider the future and plan for updates as part of a budgetary process. It is important to view hospitality furniture in an entirely different way to that of domestic furniture. Every project is different. When considering the best solution for hospitality settings, it is important to remember that it is an investment with an expected return. Commercial updates must be considered in terms of how the quality, design and acquisition will impact the business as a whole. While function-style venue updates can be made to last for up to five years, some of Geoff’s work needs to be designed in an interchangeable manner. ‘There are times when designing in a flexible way allows for regular small updates and to adapt to changing conditions and keep the look and feel fresh and interesting. The trend of eclectic, mix-and-match style fit-outs accommodates this process well,’ says Geoff.

Design The key phrase often bandied about when discussing furniture and design is ‘the creation of an ambiance’. While this may seem clichéd, the philosophy carries great weight when selecting furniture. Consider the image that is intended for the establishment and how this will be affected by external factors. Social media has opened the door for sharing designs, concepts, thoughts and ideas. The sophisticated patron is enthusiastically absorbing international trends, fashionable design elements and a savvy approach to selecting the image they wish to be associated with. It is critical to define and identify the cliental and target audience before selecting the design style for the venue. Venue operators must also consider the length of time patrons will want to remain in the venue when considering design choices. More comfortable, luxurious surroundings will encourage extended stays, whilst a fresh, simple, understated style will promote a short stay. ‘Ultimately, the aim of any venue operator is to be commercially viable and sustainable,’ says Interior Designer Denise Olarenshaw of DCO Designs. ‘When selecting the elements to style the venue and the furniture to accommodate that style, it is important to strike a balance between the practical and creative elements of design; the material, the finish and the quality.’

46 • CLUBS AND PUBS MANAGER WINTER 2013

When working with clients, designers such as Denise are always conscious of the practical side of design. Good design considers form, function and legal requirements to ensure that the space is designed to comply with Australian Standards and building codes. ‘Even the simple calculation of how many toilets are required for the venue’s capacity must be taken into account and will affect the overall design.’

Australian-made More and more venue operators are choosing to buy Australian-made furniture. The benefits far outweigh any commonly perceived disadvantages. Australian manufacturers lead the way in innovative design, quality craftsmanship and sustainably sourced, unique materials. Supported by the most stringent environmental, health and safety standards, buyers are also rewarded with short delivery times and exceptional after-sales service when choosing to buy Australian furniture. Both Geoff and Denise agree that the quality of Australian furniture often exceeds expectations, and offers easily accessible support that is both efficient and timely. More importantly, it also supports the Australian economy, as the industry provides approximately 240,000 jobs for Australians across the industry-related supply chain. With venues increasingly being required to serve multiple purposes, the furnishings must be equally adaptable. From corporate meeting rooms to dining areas for family gatherings, or sumptuous celebrations culminating in a happy-hour venue at the end of the working week, furniture needs to be dynamic, whilst being attractive and durable. With so many considerations to be taken into account when choosing furniture for your venue, it is important not to rush into a design until you are completely sure of what you want to achieve. Having an understanding of all furniture elements and how they fit in with design allows for a holistic view of the project and assists with creating a space that fits the needs of the business. Better still, connect with any one of the many Australian furniture manufacturers and designers who can provide professional advice based on their expertise and knowledge gathered across multiple projects and experiences. C&PM

Thanks to Geoff Ryall of Eagle Remac Furniture Co., and Denise Olarenshaw of DCO Designs for providing valuable insight on design and manufacturing.

interiors and architecture

Licensed to play

By Tracy Blaszkow, Manager, Playground Advisory Service, Kidsafe WA

The provision of a playground at a licenced venue is becoming more and more commonplace. In the current economic climate, the presence of a special area where children can be entertained plays an increasingly important part in a patronâ&#x20AC;&#x2122;s decision about which venue to visit.

amilies expect the owners of licenced venues to provide a safe facility that has something to entertain the whole family. Most playground injuries can be prevented, or their severity reduced, by good planning, design and maintenance to avoid playground hazards.

inspections, and any repairs or modifications undertaken. Source a qualified playground safety inspector to perform annual comprehensive inspections in addition to your own. There are also many other elements to think about when deciding what type of equipment you should install.

Playground standards

It is important to note that the Australian Standards for playgrounds recognise that children need opportunities to experience risk and challenge when using playgrounds, and the Standards focus on the elimination of hazards likely to cause serious, life-threatening injuries. The Standards do not advocate risk-free playgrounds.

As providers of playgrounds, what do you need to know about playground equipment, and where do you go to find the information? All playground equipment needs to be compliant with current Australian Standards for equipment, installation and maintenance. You can purchase copies of the Australian Standards from Standards Australia, or seek expert advice from a variety of organisations. It is important that a regime of regular maintenance checks and annual comprehensive audit inspections is maintained. Similarly, it is important to keep accurate records of these checks and

Do your research before purchasing equipment from overseas as a significant amount of it does not comply with our Australian Standards. Some equipment that is not manufactured in Australia does not come with a warranty, and it may prove difficult to obtain spare parts for this equipment. CLUBS AND PUBS MANAGER WINTER 2013 â&#x20AC;˘ 47

interiors and architecture

Ask the manufacturer or supplier for certification that it complies with Australian Standards before you purchase any overseas equipment. Ensure that you have the correct safety surfaces provided underneath the playground equipment, because falls are the most common injury. Do you want to use unitary wet-pour rubber, or loose fill, such as sand, underneath your equipment? If your playground is open at night time, is there adequate lighting to enable children to play safely? The Australian Standards recommend a maximum free height of fall of 2.5 metres in all public settings.

Site considerations Each playground site and location is unique, with different strengths and limitations. One of the biggest issues is access and entry to the playground: can children and families get to the playground via safe pathways and entry points that avoid busy roads and other hazards? Consider shade if you have an outdoor playground; this can either be by way of existing mature trees or alternative shade structures. Many wineries and breweries with playgrounds have a water body within their landscape. Good design can direct young children away from water hazards while supporting older children’s access and enjoyment. Does your site allow for good drainage? Ensure that your playground is placed in an area that is easily supervised. Provide some seating within the play space so that parents and carers can be within arm’s reach, particularly for younger children. Supervision can be assisted by making the playground adult-friendly with shade, seating and clear lines of sight. Ensuring that there is good access to the playground for users with differing abilities and of varied age is also a great idea.

Design Engage someone to advise you on the different designs that are out there. Provide something that has challenging elements to ensure that it remains interesting for the children using it. Think about the colours you use: do you really want bright, primary-coloured equipment, or would you like something that blends into your surroundings more? Do you want an indoor or outdoor playground? Do you want to add playable landscaping to your overall design? Consider how children might move through the space and between different play features or activities, and design to avoid clashes of use. A new playground can be costly; but it is an asset for your business and should be regarded as one. The world of playgrounds can be quite overwhelming for those who have never been involved in this area before. You not only 48 • CLUBS AND PUBS MANAGER WINTER 2013

have to decide on the type of equipment, but also the surface underneath, budget, landscaping, construction and installation, site works, shade, fencing and seating. Ensuring that you have worked out a reasonable set budget for each element before installing your playground will make life a lot easier for you. It is important to put a lot of thought into your playground; it’s an investment that you want to last a long time, and is one that may attract return patronage to your premises. C&PM Tracy Blaszkow is Manager of Kidsafe WA’s Playground Advisory Service, and is an accredited level-three playground inspector. Kidsafe WA is a notfor-profit, non-government organisation dedicated to the prevention of unintentional injuries.

INTERIORS interiors AND and ARCHITECTURE architecture

NOFOR ROOM A PLAYGROUND?

layground equipment need not be constrained by walls and windows. The Goplay playground equipment range is modular in design, making almost any layout possible. There are very few limitations imposed by lack of available space or odd site shapes. You may not have an obvious area available for a playground, but we can work with you to find a location for your play area that will give you all the benefits of a playground without taking up valuable seating space. There’s no need to worry – we’ve fit playgrounds in venues with no space for a playground before! Some of the places where we have located playgrounds in the past include through walls and windows, in and over gardens and driveways, and off balconies. We can design to suit small sites, narrow sites, and sites with uneven ground just as successfully as a brand new venue with a dedicated play room. We are yet to find a venue that does not have a workable position hiding somewhere.

Our experienced staff are sure to have some ideas that you would never have dreamed possible. No matter how limited your space, we can make it happen – just ask us how. C&PM To take advantage of Goplay’s free Australia-wide design and quotation service: call 03 9308 1800 or visit www.goplay.net.au.

Take advantage of our FREE Australia-wide design and quotation service to see where a playground could fit at your venue! Call 03 9308 1800 or visit www.goplay.net.au GOPLAY COMMERCIAL PLAYGROUNDS • 5 TECHNICAL DR, CRAIGIEBURN VIC 3064 • PH 03 9308 1800 • FAX 03 9308 1777

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interiors and architecture

Shhh… keep your venue’s

noise under control

By David Eager, Associate Professor, University of Technology, Sydney

Outdoor dining areas have become a common addition to many cafés and licenced premises. In many cases, the pressure to provide patrons with an area in which to smoke while dining and enjoying a glass of fine Australian wine created this trend.

council and comply with the consent orders.

dding an outdoor dining area to an existing business is not as simple as purchasing half a dozen tables, some chairs and ashtrays. As a very minimum, one needs to seek approval from the local

The intensity of the noise that is allowed normally mirrors ambient, or what is technically called the ‘background’ noise. That is, during the day, when the noise from traffic and other human activities is louder, the sound pressure

Potentially offensive noise is controlled by restricting the trading hours and the intensity of the noise at various times of the day. Normally, noise pollution is policed by local council officers, but this can vary from jurisdiction to jurisdiction.

continued on page 52 50 • CLUBS AND PUBS MANAGER WINTER 2013

INTERIORS interiors AND and ARCHITECTURE architecture

SANCTUARY LAKES HOTEL,

the impact venue in Melbourne’s new west

he Sanctuary Lakes Hotel is a new build project development by the DE Group at Point Cook, an expanding residential area of Melbourne. Its demographics feature a high proportion of universityeducated young families seeking quality residences close to the CBD. The brief for the venue was to resonate with the aspirational suburb, create a loungey inner-urban feel, offer quality at a budget, and be a melting pot for a wide variety of occupations and backgrounds. It brings a bit of inner-city Melbourne to the suburbs. The hotel offers core retail gaming, TAB and buffet with supporting lounges, bars, a café, children’s playroom, function rooms and outdoor terraces. A range of contrasting themes using lighter and darker spaces create destinations for the various patrons. We have provided surprise and interest, even when spaces are not occupied.

Lounge to Sanctuary Lakes Hotel The venue is integrated with a backbone of oak wall panelling, dark laser-cut screens and a limestone feature curved wall. A variety of themed spaces using bespoke printed wallpapers, ‘60s furniture, found objects and décor lighting. The hotel has instantly become the local meeting place in a growing region seeking quality and belonging. C&PM

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interiors and architecture

continued from page 50

level that is allowed is comparable. Similarly, when there is little or no traffic and people are sleeping, the background noise levels are considerably lower, so the noise that is allowed to be emitted by a premises must be considerably lower. Operators of facilities with outdoor dining areas are, in most cases, unaware that they generate noise that is offensive and annoying to nearby residents. They are also generally unaware that they may be breaching consent conditions contained within their planning and development approval under the Environment Planning and Assessment Act (NSW) 1979, the Protection of the Environment Act (NSW) 1997 (POEO Act), the Liquor Act (NSW) 2007, the Roads Act (NSW) 1993, local environmental plans, and development control plans (or their equivalent in other jurisdictions). There are legal obligations related to noise, such as those associated with trading hours and the noise crossing property boundaries. In most cases, the premises will need to meet both the requirement of the local council and the Liquor Licensing Authority. This means if the local council has more restrictive trading hours than those contained within the liquor licence, these conditions take precedence. Typically, the consent conditions within development approvals of licensed premises require that they shall be controlled so that: 1. The L10 noise level emitted from the licenced premises shall not exceed the background noise in any Octave Band Centre Frequency (31.5 hertz to eight hertz) by more than five decibels between 7 am and midnight at the boundary of any affected residence. 2. The L10 noise level emitted from the licenced premises shall not exceed the background noise in any Octave Band Centre Frequency (31.5 hertz to eight hertz) between midnight and 7 am at the boundary of any affected residence. 3. The noise from the licenced premises shall not be audible within any habitable room in any residential premises between the hours of midnight and 7 am. On 1 March 2008, the Protection of the Environment Operations (Noise Control) Regulation 2008 (New South Wales) stated that music that can be heard by neighbours has to be turned off at 10 pm from Sunday through to Thursday, instead of at midnight. Currently, this regulation applies to noise generated by residences that affects neighbours, and does not apply to licenced premises. The following is a listing of typical offensive noises reported

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by inner-city residents in Fitzroy Street, Newtown, New South Wales, emanating from a licenced urban café in King Street, in the City of Sydney: • the playing of loud and offensive music with lowfrequency content, which unfortunately travels into their bedrooms • patrons talking, laughing and screaming over the loud music (the ‘cocktail’ effect), in the outdoors eating area after 10 pm when the background noise level at the rear of the licensed premises has significantly dropped • cleaning up activities after closing when the background noise level is low; the cleaning includes activities such as using an unmetered high-pressure hose to wash down the grease-laden kitchen floor mats at the rear of the premises into the stormwater system • the discarding of rubbish and empty glass bottles into waste containers • the crushing of empty cardboard boxes by staff jumping on them at the rear of the premises • offensive noise from patrons leaving the licenced café, swearing outside bedroom windows of residences, drunken behaviour, illegal parking and vehicle noise • the increase in volume of the music system after closing while cleaning and packing up • setting up activities before 6 am in the early morning, such as dragging and dropping tables and chairs, or slamming doors (even though trading is restricted to a 7 am start). These local residents are constantly sleep-deprived, and are forced to wear earplugs to bed and keep their bedroom windows closed even on hot summer nights. The premises risks having its licence revoked. Clearly, changes in work practices, some very simple staff training and some old-fashioned courtesy would reduce these offensive noises and improve the amenity of the nearby dwellings. If you require acoustical advice, you should always engage someone who is a member of the Australian Acoustic Society to ensure you contract a professional with the right training and experience. C&PM David Eager has taught acoustics to local government engineers at the postgraduate level for more than 15 years. He is the author of several books on acoustics including Dictionary of Acoustics and Noise Pollution ISBN 978-0-39-032556-3.

INTERIORS interiors AND and ARCHITECTURE architecture

CELMEC’S ENERGY-EFFICIENT, intelligent outdoor heating

ith the onset of winter fast approaching, one yearns to commune within a cosy, inviting, ambient setting, where the warmth embraces each individual, warming the cockles of every heart. To combat this freezing foe and maintain a populated venue, the incorporation of a practical, energyand cost-efficient heating system is crucial. Whether you have the need for a gas or electric heating system, Celmec International can comply effortlessly, answering the specific requirements for each individual venue. Designed with aesthetics, functionality and efficiency as equal prerogatives, Celmec International, one of the few Australian-owned manufacturing companies, presents a comprehensive range of heating solutions, and an

entire range of heating products designed and produced under the one roof in Melbourne. With an extensive portfolio featured nationwide, Celmec’s exemplary reputation extends beyond these shores to overseas markets, exporting to Europe, the United States, Canada and the Middle East. The Heatray range constitutes low-, medium- and high-intensity heating units, offering gas-fired and electrically powered systems suited to new and existing structures. The range also includes commercial-grade structural umbrellas, which readily accommodate Celmec’s heating and lighting products. C&PM

HEATRAY HEATING SOLUTIONS integrated radiant heating solutions designed for all environmental conditions

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sydney 7/76 Reserve Road Artarmon NSW 2064 T +61 2 8436 7200

for more information on heatray products visit www.celmec.com.au

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Food and BeverageS

Leaders on the coffee world stage The success of the Melbourne International Coffee Expo (MICE) is evidence of a prospering industry and a nation’s love of coffee. As MICE Show Director Clint Hendry says, venues would be wise to take their coffee offering and barista talent seriously to ensure repeat patronage and strong revenue.

ustralia has just witnessed coffee celebrated on a global scale. From 23–26 May, the world’s eyes were on Melbourne as café owners, baristas, roasters, equipment suppliers, manufacturers, green bean traders and coffee enthusiasts descended upon the Melbourne International Coffee Expo (MICE) at the Melbourne Showgrounds. ‘MICE has exceeded all expectations; it succeeded in bringing the industry together and celebrated our progressive and innovative specialty coffee community,’ says Clint Hendry. ‘Few cities in the world have a coffee culture as strong as Melbourne’s. Not only have we represented the Australian industry brilliantly, we have drawn the attention of the global coffee industry in a way that will leave an impression for many years to come.’ That strength was evident in the more than 10,000 visitors who attended the four-day event. Spectators witnessed the industry’s latest trends in roasting, coffee machines and brewing techniques, sampled quality coffee from lavish stands, and watched as the world’s best baristas competed

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Food and BeverageS

in the World Barista Championships and World Brewers Cup. More than ever before, Clint says Australians are appreciating barista talent. ‘The demand for quality baristas in Australia is extremely high,’ says Clint. ‘With the average consumer very discerning about coffee quality, businesses need to be serious about their coffee offering and barista talent in order to boost revenue and keep customers coming back through the doors.’

Siphons, also known as ‘vacuums’, brew coffee using two glass chambers. Coffee is added to the top chamber, and water to the bottom. As the water heats up, it’s pushed to the top via steam, where it brews in the upper chamber. When the heat source is removed, the coffee falls to the bottom, leaving a clean, crisp brew. The siphon brew method is ideal for highlighting the subtle and complex characteristics of a coffee. Other than cupping, the pourover is widely considered as the brewing method that stays truest to the characteristics

The results of the cold drip can best be compared to something like a dessert wine. The coffee is brewed over a period of four to six hours, with cold water passing through the coffee, drip by drip. Australia’s specialty coffee industry has long been part of the third-wave coffee movement. More and more, Australians are engaged in alternative brewing techniques and competitions dedicated to these crafts. The Hario World and Huhtamaki Brew Bar at MICE was evidence of this attraction, proving to be one of the show’s most popular hangouts. For four days, the Brew Bar was a chance for visitors to experience firsthand the alternative brewing methods that have emerged recently on the Australian coffee scene. The Brew Bar featured three stations of these alternative brewing methods, with equipment supplied by Hario World – including the siphon, pourover, and cold drip. Siphon coffee is experiencing a renaissance in Australia, following the first Australian Siphon competition in 2011.

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Food and BeverageS

of a coffee. As a result, the V60 Pour Over method has emerged a favourite at state and national Brewers Cup competitions. Using a ceramic cone and a paper filter, the ground coffee is place in the filter. Just as the name implies, the hot water is then poured over the coffee. While it sounds simple, the technique to measure the right water temperature, time and flow of the pour is quite tricky. The results of the cold drip can best be compared to something like a dessert wine. The coffee is brewed over a period of four to six hours, with cold water passing through the coffee, drip by drip. The result is rich coffee filled with fruit and chocolate tones, high in caffeine content and very low in acidity. Cold drip has become quite popular in Australia, providing a cool alternative for a caffeine hit in warmer weather. These alternate brewing methods were displayed at their most refined during the World Brewers Cup Championship. The competition highlighted the craft of filter coffee brewing

by hand, promoting manual coffee brewing and service excellence. In this championship, competitors prepared and served three individual beverages for a panel of judges. Australia’s Brewers Cup Champion from Sensory Lab in Melbourne, Lachlan Ward, proved how effective alternate brewing methods can be when he served a Colombia Caturra and Geisha coffee using the Hario V60 dripper to a home crowd. The world has also become intrigued by this product, with more than one million sold globally. The crowned 2013 World Brewers Cup Champion, Erin McCarthy from Counter Culture in the United States, won the competition showcasing a Panamanian Hacienda Esmeralda Geisha, using a Kalita Wave dripper. In front of 1000 spectators at the World Barista Champion stage, Australia’s Matt Perger also stepped outside of the box in an innovative performance that saw him win second place. During his routine, he used brand new grinding

continued on page 58 56 • CLUBS AND PUBS MANAGER WINTER 2013

FOODand ANDBeverageS BEVERAGE Food

INDUSTRY LEADER IN food service equipment

toddart are Australia’s premier metal fabricators, engineers and suppliers of food service equipment. Founded in Queensland in 1959, Stoddart now manufacture and import a large range of equipment for food service applications in their 22,500-square-metre factory floor space in Brisbane. In addition, they have warehouses and sales teams in Sydney, Melbourne, Adelaide and Perth to ensure all regions of Australia are covered. Stoddart’s 350-strong team has vast experience working in Australia’s commercial kitchen industry. They are an industry-recognised leader in providing premium-quality products and services. Stoddart’s wide range of brands include Woodson – Australia’s most established brand of counter-top equipment; Electrolux Professional – the world leader in innovative commercial equipment, and Halton Exhaust Hoods – the most efficient and clean kitchen ventilation system. These are supported with industry-recognised brands such as Metro Shelving, Simply Stainless, Adande Refrigeration, Koldtech Displays, Culinaire Equipment, Anets Fryers and CookTek Induction Systems.

Whilst their speciality is in food service applications Stoddart’s engineering excellence has led to several other successful business units. These include custom stainless steel fabrication for major project kitchen contracting, architectural metalwork, stainless steel plumbing products, street furniture and precision fabrication. These products are supported by their unrivalled team of equipment specialists. From sales to service, their staff combine integrity with technical excellence. This means the customer gets the right product for their needs and the ongoing support when they need it. Stoddart products are sold nationally through their valued distributors. This network of over 200 retailers and contractors means that their customers receive the right support in their own area. C&PM

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Food and BeverageS

continued from page 56

From a highly skilled barista to a well-informed coffee enthusiast, the level of coffee education has vastly development over the last five years. and extraction techniques that created a cross between espresso and filter coffee. He pushed the boundaries when he presented the judges with a deconstructed flight of different extractions for his signature drink, using a long espresso shot that was then passed through a filter. The World Barista Championship focuses on promoting excellence in coffee, advancing the barista profession, and engaging a worldwide audience with an annual championship event that serves as the culmination of local and regional events around the globe. This year, competitors from 53 countries took part in the competition, held over four days as part of MICE. Each barista champion prepared four espressos, four cappuccinos, and four original signature drinks to exacting standards in a 15-minute performance.

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From a highly skilled barista to a well-informed coffee enthusiast, the level of coffee education has vastly developed over the last five years. Training centres, such as Toby’s Estate Espresso School and Belaroma Coffee Academy, are just some of the institutions offering the latest barista techniques. These courses cover areas such as coffee tasting, coffee roasting, latte art, machine repairs and maintenance, domestic espresso and advanced espresso. Beyond this, national coffee accreditations are available from Coffee Logic, Australia’s only training organisation offering internationally recognised certification under the Specialty Coffee Association of America. For a taste of what this entails, attendees at MICE had the opportunity to participate in Coffee Logic cupping and sensory skill sessions, roasting equipment and calibration programs. In addition to coffee education, MICE represented a rich cross-section of the coffee industry, with more than 150 exhibitors eager to make their presence felt in this bourgeoning coffee scene. ‘It’s unprecedented to see this many coffee-related companies together under one roof – a true tribute to the strength of the Australian coffee scene,’ says Clint. As the spotlight dimmed on the competition stage and the doors on the expo closed for another year, what’s left is a proud industry excited by the future of coffee. C&PM For more information visit internationalcoffeeexpo.com.

EDUCATION AND TRAINING

GET A QUALIFICATION for skills you already have

f you already hold a Certificate III qualification in hospitality and work in the industry, you could gain a Certificate IV in Commercial Cookery for the hard work you’ve already done. Chisholm Institute has been delivering quality hospitality training in Melbourne’s south-east since 1998, and prior to that through various TAFEs that joined to form one of the largest vocational education and training providers in Victoria. There are two streams of the nationally recognised Certificate III and IV in Hospitality – Commercial Cookery and Patisserie, Certificate III in Retail Baking as well as Tourism qualifications at Certificate II, III and Diploma level. Training at Chisholm is delivered by seasoned hospitality veterans in specialist units, such as molecular gastronomy, equipping students with formal, accredited, specialist skills. Commercial Cookery student Hayley McLean says after completing her Certificate III in Commercial Cookery she has gone on to do a Certificate IV in her days off work. ‘It’s a great place to study because teachers care about us

as individuals. They let me add some patisserie units to my course and that wasn’t a problem,’ said Hayley. Chisholm is also growing its customised training solutions to suit employers. Basically, this means tailoring training for apprentices around the needs of an employer, rather than the needs of the training provider. C&PM

Training designed to suit you, not us

Chisholm has specialist training facilities and has trained thousands of cooks, pâtissiers and hospitality professionals. We could tell you all about them, or you could call on us to train your apprentices in your workplace, on our campus or a combination of both.

0318-0413

chisholm.edu.au/hospitality 1300 244 746

Training delivered with Victorian and Commonwealth Government funding.

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EDUCATION AND TRAINING

Small improvements for big profits By Geoff Wohlsen, Director, Club Training Australia

With the notable softening of bar and poker machine gaming demand in recent months, pubs and clubs are looking at all ways to gain a competitive advantage. The best avenue through which to gain in a period where growth isn’t assured is the revenue market share from competitors and improving the productivity of staff.

taff costs for pubs and clubs total around 20 per cent of revenue. It’s not only the biggest single cost item, but also the most important resource for any business. Your staff members influence all areas of your business; they greet customers, serve them, deal with queries, prepare their food, handle their money, and manage and administer the business. A simple five per cent improvement in staff productivity for most venues will result in a 15 per cent improvement in profit. Training and development of staff undoubtedly leads to better productivity through improved technical and managerial skills, and better morale within the workforce. The creation of a ‘culture of training and development’ within an organisation confirms within the minds of staff

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EDUCATION AND TRAINING

that they are a valued part of the organisation. The culture of an enterprise is one of the hardest aspects to manage; staff training and development has the power to change organisational culture for the better.

manufacturing sector, for every dollar spent on training and development of staff each year, businesses experienced an increase in value of $58 via better work practices, improved morale and better cohesion.

The links between training and

The NCVER report also noted that:

productivity

‘For manufacturers, training appeared to have delivered increases in labour productivity by affecting work practices in a range of ways. Workers with more training appeared to maintain their machinery better, with less downtime; they were more skilled in setting and using computerbased technologies, as well as more traditional production methods, and they were able to contribute more to innovation. Possibly there were benefits, too, in better relations between labour and management.’

A best practice model

In a recent study, the British Printing Industries Federation found that: • Two-thirds of employees said they worked harder as a result of learning new skills. • Businesses investing an extra £50 (A$80) per week on training increased profits almost twice as fast as those that failed to raise training budgets. • In the United Kingdom, only 28 per cent of the population has intermediate skills, compared with 51 per cent in France and 65 per cent in Germany, and this has a direct impact on productivity.

Pubs and clubs can also benefit from a complete training and development package. The best results are achieved through placing training and development at the centre of the business, rather than as a ‘side issue’ that staff members can take part in in their own time and with no recognition and management involvement. Best practice training and development models have the following features: • Owners, senior management and committees take a real interest in the training and development program. For larger venues, the effective coordination and management of the training program is a key part of a manager’s annual key performance outcomes.

• French and German workers produce between a quarter and a third more in every hour than their British counterparts.

• Staff members are recognised for the completion of their qualifications, often through an internal graduation ceremony or similar acknowledgement in newsletters, on websites, et cetera.

A study prepared by the Australian Productivity Commission (‘The Role of Training and Innovation in Workplace Performance’, Productivity Commission, 1999) found that:

• The training and development program is a part of each staff member’s personal development plan (PDP).

• Training and innovation are more prevalent in workplaces experiencing strong labour productivity growth. • Labour productivity growth appears to be enhanced by the joint introduction of training and innovation. Introducing innovation in isolation can promote labour productivity growth, although its returns are increased by the presence of training. • A more recent study prepared by the National Centre for Vocational Education Research (‘Training for Productivity’, NCVER, 2001) found that in the footwear

• Training and development is not provided as an ‘option’ to staff members; businesses that make it clear that self-improvement is expected of staff create a unique culture. • The links between staff productivity and training and development are clear. Hospitality venues have a multitude of government-funded options for the creation of a training culture to improve productivity. C&PM Geoff Wohlsen can be contacted at geoff@clubtraining.com.au.

CLUBS AND PUBS MANAGER WINTER 2013 • 61

security

Keep focused with

CCTV

By Peter Johnson, Senior Consultant, Compliance and Regulatory Affairs, ASIAL

In previous articles, we have covered issues of privacy surrounding the use of scanning devices, how security can make a difference at licenced premises, and explaining and understanding our duty of care. Supporting these and many other aspects of security, we have closed-circuit television (CCTV).

surveillance, and is becoming a common inclusion in home security systems. For pubs and clubs, CCTV is not an option, but a must, and, in several situations, a legislative requirement or licensing condition.

The future of CCTV technology in the digital age is exciting and challenging.

CTV was initially intended for only a limited number of viewers, where the picture was viewed and/or recorded, but not broadcast. Initially developed as a means of security for banks and casinos, the technology is now simple and inexpensive enough to be readily used in all business premises for everyday

62 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2013

We have come a long way from the days of obtaining vision from a security camera where a technician was required to remove the black and white 35-millimetre film and convey the film to a processing centre before the image could be viewed. In todayâ&#x20AC;&#x2122;s environment, CCTV equipment can provide instant alerts when trouble occurs, ensure that crime against people, theft and vandalism are identified, and, when crime does occur, CCTV system incident recording can provide valuable evidence, improving the likelihood of a conviction.

With the commercialisation of military-developed remote biometrics and behavioural suspect detection systems, and utilisation of improved facial recognition and identity alert options, licenced premises will have unlimited surveillance options.

security

There are many benefits of using a CCTV security system. Some are obvious, while others are less so. Experience identifies a number of immediate and tangible benefits to having a CCTV system installed.

CCTV systems can alert you of any suspicious activity, enabling you to view what’s happening, and, if necessary, notify security and/ or the police before a crime has been committed. The most common benefits recognised are: • Increased deterrent: CCTV systems are a great deterrent to potential criminal activity, and can assist and encourage people to behave or modify their behaviour when under observation in public places and/or licenced premises. • Safer working environments: CCTV helps to ensure adherence to health and safety policies and can be invaluable in staff training. • Reduced criminal activity: Premises with poor security can encourage criminal activity. People may think twice if there is an increased risk that they will be caught on camera. • Increased detection: The prosecution rates for businesses using CCTV are many times higher than that for those without CCTV. If you are unfortunate enough to be a victim of crime, at least there will be a strong chance of detection, and as an investigative tool, CCTV can be evidentiary support for a conviction. • Elimination of fraudulent insurance claims: In an increasingly litigious society, it is important to protect your business against claims that are not legitimate. CCTV can reduce inappropriate legal action and potentially reduce your premiums.

• Remote monitoring: Apart from on-site monitoring, many CCTV systems can be viewed and controlled remotely over the internet (via an iPhone, laptop, et cetera). In addition, independent 24/7 monitoring services are available. • Reduced fear of crime: Knowing premises are well protected gives a feeling of comfort and security to patrons. The comfort rating should not be underestimated in the provision of services at licenced premises. • Receive warnings in advance: CCTV systems can alert you of any suspicious activity, enabling you to view what’s happening, and, if necessary, notify security and/ or the police before a crime has been committed. • Increased professionalism: CCTV is an excellent tool for staff training. • Staff protection: CCTV is perfect for preventing assaults and false claims of misconduct. For all the benefits that CCTV systems provide, the operation and management of a system brings with it a high degree of responsibility. Privacy, civil liberties and legal compliance should be front-of-mind for responsible business managers with CCTV systems. Check the spring edition of Clubs and Pubs Manager for information about keeping up to date with the CCTV requirements in various jurisdictions. C&PM Peter Johnson has over 38 years’ experience within the security and associated industries, with emphasis in general security, aviation and healthcare industries, operational and emergency management. Peter has broad industry and commercial experience through holding senior management roles in both the private and public sectors. CLUBS AND PUBS MANAGER WINTER 2013 • 63

security

New regulations for better venue security By Scott Taylor, General Manager Manpower and Training, Exact Security

Whilst there are plans for Australia to eventually move towards a national model of security, currently, all states have their own individual guidelines and regulations, which vary considerably. New South Wales is the most highly regulated state for security, and has seen many changes over the last 12 months. To date, not a lot of communication has occurred with the end users of security services to explain how these changes directly affect them. This article seeks to remedy that shortfall.

n mid October last year, the Security Licensing Enforcement Directorate (SLED), formerly known as the Security Industry Registry, conducted information sessions for the industry across New South Wales to discuss changes to the legislative framework that would be implemented effective from 1 November 2012. About 1000 licencees attended these forums to learn about the changes they had to implement. Whilst these updates led to some massive compliance and operational guideline changes for security firms, they also translated to some differences in the incident reporting guidelines and certain aspects of client contract discussion and negotiation. Part of the November 2012 updates was the abolition of the provisional licence system. Current provisional licence holders can pay a reissue fee and have their licences redone without the ‘P’ on it, or it will automatically come off as part of their renewal. The attempted enforcement

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security

of provisional licence conditions still sometimes occurs by regulators whilst on site at licenced premises, so this is a handy fact to know. Another part of the changes is the communication regarding subcontracting. As part of the legislation (Security Industry Amendment Act 2012 – Section 38A), clients entering into a contract with a security provider after the commencement of the Act need to agree in writing to those services (or portion of them) being provided by a subcontractor. The security firm also needs to provide those subcontractors’ details to the client before requiring payment. The maximum penalty for a security firm not complying with this is 200 penalty units for a corporation, or 100 penalty units or six months’ imprisonment for an individual. With regards to incident registers, I personally believe the communication of this has always been a bit of a grey area with licenced premises and security firms with regards to working out exactly who has to record what. I think a large part of this can be cleared up by awareness of the various acts that govern the incident registers. For licenced premises, incident register content is covered by Section 56 of the Liquor Act 2007 and Clause 27 of the Liquor Regulation 2008. As part of the security regulations, a Master Licence holder who provides any Class 1 operative for security duties has to maintain a register in an approved format for any incident where a Class 1 operative makes forcible physical contact or restrains a member of the public; or when a class 1C (crowd controller) ejects a member of the public from the premises (in addition to this, where a 1D operatives dog attacks a person, or when a 1F operative removes their firearm from the holster). These reports need to be completed as soon as practicable, but must be completed before they finish their shift. If there are any subcontracting firms providing operatives under the regulations, they need to also have their own separate register on site. As per the security regulations, that is the required content for the incident registers. As per Section 56 of the Liquor Act 2007 and Clause 27 of the Liquor Regulations 2008, your incident register needs to be in a form approved by the Office of Liquor, Gaming and Racing (OLGR). Any incident involving violent or antisocial behaviour that occurs outside of the standard trading period, even in the immediate vicinity of the venue, needs to be recorded if the person has left the premises or been refused entry. Also, any incident that results in someone being asked to leave under Section 77 of the Liquor Act, or any situation that results in a patron requiring medical attention needs to be outlined in your register.

As you can clearly see, there are a number of differences in what is legally required to be recorded as a minimum between licenced premises and security firms. The ideal solution is to ensure clear and concise communication between both parties and that specific operating guidelines are implemented that ensure complete information is obtained and recorded. By collaborating with your security provider on the collation of incident information, the correct information to allow security rostering/tasking on intelligence and performance benchmarking can be obtained. Therefore, some basic points to check include whether your engaged security company is utilising the services of any subcontracting firm, and whether you have signed off as accepting this as part of your contract and been given their details to complete your own due diligence. Does the subcontracting firm have their own sign-on sheets and incident register on site in addition to your primary contractor’s registers and sign-on sheets? As part of the new changes and updates, clients of security firms now have access to the New South Wales Government’s online licensing service (www.licence.nsw. gov.au). On this site, you can enter the name or licence number of your security provider and their subcontractor, and even those of the personal operatives you have working at your venue. Just click on the ‘advanced search’ icon and the ‘security licences’ box and enter whatever information you may have (name or licence number). The system will then provide you with the full licence details, including licence class, type and expiry date. This is a very handy tool and it is worthwhile conducting random compliance checks as part of your quality assurance. These new changes coupled with the tightening of compliance with security providers is all working towards improving the quality of services being provided to the industry. Increased legislative requirements, the raising of licence fees and the implementation of the new enforcement and compliance team from SLED will all help to remove any security firms that look to cut corners from the industry. This will help raise the profile of the industry and, in turn, improve the quality of service that its clients (and its clients’ members and guests) receive. Through these changing times, the same focus for security in pubs and clubs remains to provide a safe and secure environment for the patrons and staff in a positive and unobtrusive manner, and to do so whilst being ‘friendly, not familiar’. C&PM For any further information, please contact Scott at scott.taylor@exactsecurity.com.au or via the office on 02 8603 5000.

CLUBS AND PUBS MANAGER WINTER 2013 • 65

MARKETING

Keeping in touch with your patrons Just a little over two decades ago, consumers had only two options for communicating longdistance: telephone and mail. In today’s mobile, post-PC world, consumers have countless ways to communicate instantly with both each other and brands. With so many different marketing channels available, it is increasingly difficult to know how you should contact your patrons and members, but keeping in touch is vital for the prosperity of clubs.

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eff Rohrs, Vice President of marketing research and education at marketing company ExactTarget, says, ‘Post-PC devices have accelerated the fragmentation of once-reliable direct marketing channels. Marketing communications are now a 24/7 affair in which consumers serve as gatekeepers to channels that can amplify their praise – and complaints – in unprecedented ways. ‘As pub and club owners seek to maximise their marketing return on investment (ROI), it is crucial to stay in tune with what consumers want, as they can make or break a brand’s prosperity.’ It is important for pubs and clubs to keep abreast of the latest trends across all channels as consumers’ messaging habits continue to evolve. ExactTarget’s Digital Down Under report investigated how Australians use email, Facebook and Twitter. Results showed that 84 per cent of Australian consumers check their email at least once a day and 71 per cent check their email first thing in the morning. Checking Facebook is much more prevalent at night (27 per cent) than in the morning (17 per cent), and while young adults (18–24) are more likely to interact with brands on social media (68 per cent), this drops to 30 per cent as the age range increases to 65 and older.

MARKETING

It is clear, therefore, that different channels fulfil different purposes and needs. Pub and club managers should keep this in mind and monitor usage; but it is not the only consideration when choosing a communication channel. Just because an increasing number of consumers are using a particular communication channel, like text messaging, Twitter or Facebook, doesn’t necessarily mean they want to hear from your venue in that way. So what are the factors that make a patron choose one form of communication over another, and how can your venue determine the right marketing channels for its customers? ExactTarget’s ‘2012 Channel Preference Survey’* determined the six factors that dictate marketing channel preference for consumers. These factors should be frontof-mind for pub and club owners and marketers for every message communicated to a consumer. 1. Content: Is this a marketing message? Consumers are much more selective about the channels through which they allow marketing messages than they are with personal or professional communications. Consumers don’t necessarily want to be friends with your venue. They still draw hard and fast lines about when and where marketing communications are appropriate. 2. Immediacy: Do I need to send or receive this message right away? Consumers often select a communication channel based on how quickly a message must be sent or received. Text messaging, telephone, and instant messaging through social networks tend to be the channels consumers use most often when time is of the essence. If your message is imperative (from the consumers’ perspective), and you have permission, these ‘urgent’ channels will perform best. If not, you should consider moving communications to less urgent channels. 3. Accessibility: Will my customer need to reference this message later? The ability to easily archive and access messages at a later time influences consumer channel preferences. While smartphones and tablets replicate much of the desktop messaging experience, many consumers purposely park messages to action later

from their computers (which may have faster internet access, larger screens, and full keyboards). Email remains a powerful channel for its ability to bridge the three-device environment of smart phone, tablet, and PC. 4. Privacy: Do I want the world to know about this message? Privacy remains a hot topic and a source of confusion for many consumers. Where privacy is crucial, consumers gravitate towards channels with an established track record of protecting conversations (text messaging, telephoning, and email). Where privacy is not a concern, consumers happily embrace social channels, such as Facebook and Twitter, that provide them with the public opportunity to share, vent, or engage. This isn’t to say that consumers don’t send direct messages through Facebook and Twitter, just that they proceed with greater caution, as these channels are best known for their more public communications. 5. Formality: Do I need to convey a level of professionalism with this message? When a task such as job hunting calls for a degree of formality, consumers favour more established channels. Across all the age groups that ExactTarget surveyed, job seekers indicated a clear preference for contact through the company website first, followed by sending an email or making a phone call. Consumers tend to view this type of marketing message as formal communication, and when given a choice, they tend to prefer to receive them through more formal channels. Facebook is first and foremost meant for socialising. 6. Invitation: How did the conversation originate? This final factor is the one that can trump all the others. If the consumer initiates communication with your venue, then the channel they choose may be deemed appropriate for response. However, the nature of the conversation may necessitate that you move it from a public space (Twitter, for instance) to a private one (Twitter direct message or email), especially if the subject matter is of a sensitive nature. C&PM

*The ‘2012 Channel Preference Survey’ (the third study since 2008) is on the topic of consumers’ use of different channels for interpersonal communication and attitudes towards marketing communications. For this 2012 edition, a total of 1481 respondents completed the survey between 27 January 2012 and 1 February 2012. Participants answered questions about overall internet usage, devices owned, personal communication habits, permission, and purchase behaviour related to marketing. CLUBS AND PUBS MANAGER WINTER 2013 • 67

FINANCE

CLUBS REDISCOVER T

finance as an affordable way to expand

horn Equipment Finance is a key facilitator for the hospitality industry. It provides clubs, pubs and hotels with leasing and rental options when it’s time to acquire new equipment for the business. As part of Thorn Group – the ASX-listed company that also owns Radio Rentals, among other divisions – Thorn Equipment Finance applies to the commercial sector more than 75 years of experience in rental. By managing its own funds and conducting the credit assessment internally, Thorn can streamline the approval process and assist businesses of all sizes – including those shunned by the banks. Thorn even finances transactions of up to $50,000 without asking for financials. This attractive proposition is reinforced by specialised customer service and fast turnaround times. Thorn credits much of its know-how within the gaming sector to John Cannon, one of the Business Development Managers. John has been involved with clubs for more than 20 years, and was appointed after successfully selling his own business as a supplier of gaming machine signage. The array of products financed is extensive – furniture, kitchen equipment, gaming machines, point of sale (POS) terminals and more. Businesses simply tell Thorn about their specific requirements and receive a tailored agreement to match. The first step is choosing the best solution between rentals, finance leases, commercial hire purchases and chattel mortgages. For venues after multiple televisions, Thorn’s fully maintained rental is hard to beat. Did you know that buying consumer TVs at retail stores and using them commercially may void their warranty? Instead, with one easy monthly payment, you can rent from Thorn all the commercial-grade TVs you need, maintenance included. If a TV has problems, they’ll quickly replace it – no downtime, no headache, no additional costs. By shifting thousands of sets all over Australia, Thorn Equipment Finance can pass on big savings to customers. You can also upgrade the TVs at any time, to entertain your members and guests with the latest equipment – remembering that newer screens also mean cheaper energy bills. The company has had outstanding growth in recent years, but it’s not resting on its laurels. From the Sydney

X 68• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013

John Cannon, BDM at Thorn Equipment Finance. head office, General Manager Antoine Laval shares news that could propel the company to new heights: ‘We have recently restructured our funding capabilities. As a result, we are now able to finance larger deals – $1 million and above – at great rates.’ This further expands Thorn’s credit matrix to accommodate products, such as cars, buses, trucks, trailers and more. For clubs, it makes big transactions even more attractive. C&PM If you’re thinking of expanding or updating your club, but are worried about your cash flow, call 1800 623 611 and discover what Thorn Equipment Finance can do to help.

POINT point OF of SALE sale

ON THE QUEST for mobile payments I

n today’s competitive market, most businesses look for innovative new ways to improve service and keep customers coming back.

Melbourne-based technology company Quest Payment Systems has developed a revolutionary new range of electronic devices that combine point of sale (POS) technology with traditional card payment, helping businesses gain an edge over the competition.

DUŌ: MOBILE POS AND PAYMENT IN ONE DEVICE The first in Quest’s mobile device line-up is duō, an elegant yet robust dual-sided handheld that provides order-taking capabilities on one side, and integrated debit and credit card payment on the other. Using built-in wireless technology, duō frees up staff to move in and around customers taking both orders and payments directly on the floor. Food orders can be dispatched to the kitchen, while beverage orders can be sent to the bar in just seconds. duō’s onboard barcode scanner also means it can be used in retail situations as an extra till during busy times, or for incar service in drive-through bottle shops. Integration with existing POS systems is easy, with many leading POS providers already supporting the device. With regulatory banking changes coming into effect in early 2014 requiring mandatory PIN for credit cards, duō can help businesses continue to accept gratuities by allowing customers to add a tip themselves, even for debit cards.

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Other features include: • approvals with all major Australian banks • fast transaction processing over the internet • customisable POS user interface • multiple printing options over bluetooth and wi-fi • surcharging functionality • long-life swappable battery providing up to eight hours’ use

MICROPAY: CARD PAYMENT COMPANION FOR ANDROID, IOS AND WINDOWS SMART DEVICES On the back of the success of duō, Quest’s upcoming microPay mobile PINpad provides card payment integration for Smartphones and Tablets using bluetooth technology. Available in third quarter 2013, this versatile new credit card-sized terminal provides the flexibility to process chip and PIN card payment from almost any host device, including Apple iPhone, iPod and iPad.

QUEST: YOUR LOCAL PAYMENTS SPECIALISTS For over 20 years, Quest has provided local and international businesses with world-class innovative payment solutions designed and manufactured in Australia. C&PM

For more information on Quest’s range of products, or to arrange a consultation for your business visit www.questpaymentsystems.com or email hospitality@questpaymentsystems.com.

point of sale

Tap and go – the future of payments By Giulia Heppell

Contactless payment technologies, which use radio-frequency identification for making secure payments, are becoming increasingly popular in the hospitality sector thanks to the fast transaction times these systems provide. But is it really the way to go?

Benefits for merchants

The move toward contactless payment systems is done so in an attempt to increase convenience – for both customers and for merchants. And while it may seem that this new technology is customer-oriented and focused, the fact remains that there are a multitude of benefits for vendors.

ehind fancy and catchy names, contactless payment schemes are really just your average credit card and reader. The difference is that today’s credit and even debit cards include a chip that is imbedded with an antenna. When a customer waves their card over the new and updated card reader, the reader sends out a radio

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frequency that is picked up by the card’s antenna. Once this signal is received, the payment is complete; and while this may seem like a long and drawn-out process, the reality is that these contactless transactions take seconds – if that. Visa payWave is a popular example of this contactless payment technology. Vipin Kalra, Visa Country Manager Australia defines the company’s technology as ‘a secure, contactless technology that delivers speed, convenience and ease when paying for goods. For transactions under $100, customers simply wave their Visa payWave-enabled card in front of a contactless reader and go.’

The first and foremost benefit for merchants is that contactless payment systems decrease transaction time.

point of sale

Vipin says that contactless payment methods such as Visa payWave deliver cost savings and efficiencies for the merchant by speeding up the payment process and reducing queues Vipin says that contactless payment ‘aims to deliver a faster service for the consumer and efficiencies for the merchant, with no customer signature or PIN required at the time of payment. Studies have shown that it is more than three times faster than an average cash transaction, so this benefits all kinds of merchants, including pubs and clubs.’ This new payment system not only takes the hassle out of inputting PINs and verifying the sale through signatures for smaller transactions under the limit, it also reduces cash handling in businesses – something that ensures faster service and turnaround, and prevents the mishandling of money that can cause your till to not balance. Vipin says that contactless payment methods such as Visa payWave deliver cost savings and efficiencies for the merchant by speeding up the payment process and reducing queues. ‘Fewer cash transactions reduce cash handling and slippage,’ he says.

Supermarket heavyweight Coles has seen the benefits of contactless payment firsthand, as it has found that ‘contactless payments are contributing to reduced waiting times for its customers, and stores are reporting 15 per cent faster checkouts,’ Vipin says. ‘Just last month, Coles reported that over half of all its credit card transactions are now made using contactless payments. This is a remarkable feat given that the supermarket group services 18 million customers per week, and that this has been achieved in just over six months since the roll-out of contactless technology.’ All of these benefits lead to the most important one of all for club and pub managers: contactless payment systems allow venues to provide a better customer experience. Fewer queues and lines, faster service and less chance of being short-changed at registers all mean that a customer leaves your venue happy – something that is vital in creating loyal customers as this can be the difference between a customer returning to your establishment for a second or even third visit, and one not returning at all.

CLUBS AND PUBS MANAGER WINTER 2013 • 73

point of sale

The question of security With new technology come new security issues – it’s only natural to question whether or not these new contactless systems are secure. While many are wary of this technologically advanced payment technique and its possible role in aiding thieves in their stealing endeavours, providers, including both Visa and MasterCard, have put forth a number of security measures to impede credit card theft and fraud. Vipin assures that this technology has been tried and tested. ‘Visa payWave cards are safe and secure. They are backed by Visa’s zero liability policy, and are just as secure as any other Visa chip card. They carry the same multiple layers of security, which ensures that cardholders are not responsible for fraudulent or unauthorised transactions.’ MasterCard also has this zero liability policy. This means that if a person has taken all of the necessary precautions with their credit card, they will not be liable for any unauthorised payments made resulting from a security breach. So, if a patron of your pub or club is wary or hesitant about using contactless payment, you can assure them that these measures are in place and that payment is secure. The limit of $100 per transaction is also in place to offer patrons security and peace of mind. This limit, combined with the fact that consumers can only wave their card a number of times before being asked for their PIN number or signature, offers good security; however, this assurance may be unnecessary, as many consumers are already trusting of contactless payment. 74 • CLUBS AND PUBS MANAGER WINTER 2013

According to Vipin, ‘Visa payWave is proving to be a trusted and popular payment option for Australian consumers as we continue to see double digit month-on-month growth in the number of Visa payWave transactions being made.‘

The future of tap and go The future of contactless technology is almost upon us. While not all stores and vendors accept it, contactless payment methods have become a hot trend – especially those contact methods where you don’t even need to have your card on you. This innovative new system teams mobile (smart) phones with the current tap-and-go system. ‘For retailers, mobile payments provide opportunities in the future to provide their customers with digital offers direct to their phones,’ Vipin says. According to Vipin, ‘The payments industry is evolving at a rapid rate, and consumers and businesses are embracing new ways to pay and transact. It is our job to make this process fast, simple, secure and as convenient as possible, no matter what the retail environment.’ With banks continually working to develop and improve their technology, the days of swiping credit cards will be something of the past – so for that competitive edge in your business, updating your venue’s payment system to be ahead of the times is something worth considering, and something that can provide that point of difference you may be striving to achieve. C&PM

POINT point OF of SALE sale

MAKE YOUR MENU your best sales tool

atrons used to see pubs and clubs as places to grab a beer, catch up with their mates and watch the footy on a wide screen. These days, the demands of pubs, clubs and hotels have risen dramatically and operators are constantly looking for what’s new to meet these demands. OrderMate has been catering to the needs of pubs, clubs and hotels for over 10 years and has seen these changes with their own eyes. ‘Staying current within the hospitality industry is the key to our success,’ says Shannon Hautot, Managing Director of OrderMate. Stock control, CCTV camera integration and loyalty programs, both in-house and third-party integrated, are some of the many innovations of the complete OrderMate solution. Menus are becoming more and more obsolete and statistics show that ‘90 per cent of information transmitted to the brain is visual, and visuals are processed 60,000 times faster in the brain than text’. In moving with the

Digital Menu Boards

times, OrderMate has developed an innovation in digital menu boards. By pulling real-time data from the point of sale, price changes are instantaneous and don’t require anyone to stand on a ladder. With engaging videos and images displayed on the menu boards, customers remain captivated whilst ordering and never complain about queuing again. C&PM

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CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013••75 X CLUBS

ATMS

CAN YOU afford to lose thousands of dollars per week in customer spend at your premises?

nder the federal government’s National Gambling Reform Act (2012), new restrictions on ATM withdrawals in gaming venues will come into effect on 1 February, 2014, at which time, venues that operate gaming machines will be required to limit ATM cash withdrawals. According to industry-leading Australian ATM provider Cashcard, there’s no doubt that these legislative changes could have a significant impact on revenue for clubs and pubs around Australia. ‘Our analysis shows that, depending on the size of the business, this legislation could result in a drop in available cash at a business’ premises ranging from tens of thousands to millions of dollars per month, leading to a potential reduction in customers’ spend on site,’ said Lee Whitney, head of retail at Cashcard. In fact, based on typical customers’ current transaction behaviours, under the new restrictions, Whitney estimates that a large business could see approximately 1100 transactions per month declined (because they total more than $250) – equating to $340,000 per month in cash that would no longer be available to be spent in that business’ premises.

‘While it should be expected that customers will adjust their behaviour to reduce the impact to themselves, venue owners should also take proactive steps to minimise their potential impact,’ said Whitney.

SO, WHAT TO DO? There are three types of solutions available in the market today, but for Cashcard, the decision was simple. ‘Late last year, we evaluated the available solutions and determined that partnering with ecash to deliver a ‘customer access’ solution would deliver the highest rate of cash recovery for our customers,’ said Whitney. Based on ecash research conducted in Victoria after similar legislation was passed, recovery rates are highest for the customer cash access solution-type. These dedicated POS cash-out systems can deliver a return rate as high as 98 per cent (significantly higher than for over-the-counter or split transaction systems). ‘However, with Cashcard’s pospoint solution (developed by ecash), we conservatively estimate that venues could retain up to $250,000 of that $341,488 per month in cash,’ said Whitney.

LOOKING FORWARD As an industry, this new government legislation and its implications have hit hard, resulting in compliance obligations for both the providers of ATM services and gaming venue owners alike. ‘But, by doing the work to identify and analyse the impacts, and sharing that with our existing customers and the industry as a whole, we’ve been able to have some truly meaningful conversations and move the discussion from a focus on the initial gut reaction to how we can all move forward as an industry,’ said Whitney. C&PM For more information about Cashcard’s pospoint solution, visit their booth at the Australasian Gaming Expo in Sydney, 13–15 August or visit cashcard.com.au/pospoint. X 76• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2013 2013

ATMS

ATM reforms

– what they mean for you On 29 November 2012, the Commonwealth Government passed legislation that will see regulations implemented that pose a possible challenge to club and pub managers across Australia. Importantly, this Act will affect how patrons withdraw cash in these establishments, especially in regards to automated teller machines (ATMs).

he National Gambling Reform Act is seen by many as the most significant and far-reaching national reforms to the gambling industry in Australian history. These new laws have been designed to aid problem gamblers and their families by helping players make their own choices about how much they can afford to lose on poker machines and stick to these limits. These laws have been based on the Productivity Commission’s report, which was published in 2010. In 2008, the Australian Government tasked the Productivity Commission to undertake a public inquiry into gambling. Building on its previous 1999 report, which investigated the gambling industries and their subsequent social and economic impacts on the Australian public, the 2010 report provided updated findings to both government and the community on the current gambling environment. continued on page 80 78 • CLUBS AND PUBS MANAGER WINTER 2013

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ATMS

continued from page 78

The 2010 report considered a wide range of developments and issues, including a snapshot of the gambling industry, the prevalence of problem gambling across the country, the benefits and social impacts of gambling, and a variety of harm minimisation measures that could tackle problem gambling. The Productivity Commission made 48 recommendations in the report, including a recommendation to impose a daily withdrawal limit on ATMs in gaming venues.

Commission’s 2010 report found that leaving EFTPOS facilities unrestricted may be justified for several reasons, including that EFTPOS transactions by their face-to-face nature deter higher-risk gamblers. This means that while patrons will be unable to withdraw more than $250 a day from ATMs, they will still be able to choose to get cash out by interacting with club and pub staff. This Act has also established a Regulator, which will have the power and authority to initiate enforcement measures in order to monitor and regulate the reform. These measures include civil penalty orders, infringement notices, injunctions, enforceable undertakings and compliance notices. The Regulator also has the power to exempt a venue from complying with the withdrawal limit if the Regulator is satisfied that it would cause unreasonable inconvenience to members of the community where the venue is located. For example, ‘unreasonable inconvenience’ may include if the club or pub has the only ATM in the town, and the limit is therefore an unfair restriction placed upon the members of the community.

The future of ATMs in clubs and pubs

What does this mean for club and pub managers? As of 1 February 2014, club and pub managers across the nation will need to introduce a $250-a-day withdrawal limit on ATMs in premises that include gaming machines (excluding casinos).

Many have said that Victoria and Tasmania are paving the way for the future of gambling reforms through their stricter initiatives and regulations. Both of these state governments have implemented a rigorous policy in regards to ATMs in club and pub gaming venues, where these automated tellers have been banned. In Victoria, this ban commenced on 1 July 2012 in an initiative to combat problem gambling. Since its implementation, the Victorian Government has hailed the ban a success, as in the first four months, the initiative saw a 6.7 per cent drop in the amount of money spent on poker machines.

Recommended by the Productivity Commission in 2010, this limit is a cost-effective measure to combat problem gambling. In its report, the Productivity Commission found that 85 per cent of withdrawals in gaming venues fell under this $250 daily limit, and will therefore reduce the impact on those non-problem gamblers.

In Victoria, however, this ATM ban does not limit the amount of cash withdrawn. Patrons of these venues are still able to withdraw money from their accounts by using the traditional EFTPOS machine and interacting with club and pub staff.

While the new law is tackling the problems posed by ATMs, alternative cash-out solutions are still available in the form of the traditional EFTPOS transaction. Patrons of clubs and pubs will still be able to use EFTPOS facilities.

While these more stringent measures have not been adopted by the Commonwealth’s current gambling reforms, there is no telling whether or not these rigorous reforms will be enforced on a national level at some stage in the future. C&PM

Under the National Gambling Reform Act, EFTPOS withdrawals have not been affected. The Productivity

80 • CLUBS AND PUBS MANAGER WINTER 2013

In Tasmania, this ban of ATMs extends to hotels; however, these automated tellers are still allowed within the casino.

Sick of EVERY ATM company saying the same thing – they’re the first in this, the best in that? We’re sick of it too. We thought we’d let the people who actually know tell you ... “We didn’t know there was such a difference between ATM providers but there is honestly no comparison to CASHPOINT.” Matthew Black, Byron Bay Bowling Club, NSW

“The ATM is so reliable. Our last one kept breaking down all the time and I thought, that’s just what ATM’s do, but CASHPOINT really look after these machines – doing preventative maintenance every year and always checking that everything is going well.” Trevor Townsend, Grafton Golf Club, NSW

“The new legislation made 2012 a tough year for Victorian clubs and pubs. The law that saw us lose our ATM was really scary until we found out that CASHPOINT had a solution and were prepared to help. The CASHPOINT EFT Solution helped us through this transition and now more than a year later we can’t imagine our clubs cash dispensing services without CASHPOINT.” Kerry Scarlett, Mulgrave Country Club (Clubs VIC Club of the Year 2012), Vic

“Highly skilled technicians + reliable, easy-to-use machine + regular preventative maintenance = exceptional ATM service. Glad our group chose to go with CASHPOINT as our ATM provider.” Brendan Daniel, Vikings Club Group, ACT

“CASHPOINT is just such an easy company to deal with. You can always talk to someone who can help straight away – no ring around or excuses. You even get straight through to actual technicians on the weekend, which in a hotel is when we are most likely to need support.” Tom Bell, Oonoonba Hotel, Qld

“I honestly cannot say enough to praise this company. Companies are always saying, “Service second to none ...” as a catch cry, but CashPoint ATM can legitimately make claim to that statement.” Sandra Dart, Lemongrove Hotel, Wallsend, NSW

“The ATM is invaluable to our business. An ATM that isn’t reliable or a company that provides bad service is of no use – considering my location (remote QLD). That’s why we are with CASHPOINT. You won’t find better service. I would tell anyone considering an ATM to go with CASHPOINT.” Adrian Coowey, Dajarra Roadhouse, Qld

P: 1300 ATM MAN (1300 286 626) F: 1300 FAX ATM (1300 329 286) www.cashpoint.com.au

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Konami Australia Pty Ltd. 28 Lord St, Botany NSW Australia 2019 Tel: 02 9666 3111 Fax: 02 9700 0311 Email: stuart0307@konamigaming.com Matt Stuart - 0419 245 023 www.konamigaming.com