1861 c p spring 2013 lowres by Executive Media

CLUBS&PUBS manager Spring 2013

Print Post Approved 100009099

Contents NEWS Sydney International Wine Competition 2 Top-tier venue managers in short supply 8 Banktech – innovation leaders in ATM and EFTPOS solutions 10 Supporting responsible gambling 12 Technology for now and for the future 17 DC Card – cash solution 18

GAMING Australasian Gaming Expo rocked Darling Harbour 20 A world of new games and features for Victorian venues 21 In-house loyalty point redemption 23

ATMs ATM card skimming – is your machine at risk? Total ATM is a ‘total’ service provider

26 28

FINANCE Growing profits in difficult markets Pub and club finance and insurance specialists Finance for clubs and pubs: how to choose? A credit union for club industry employees?

30 32 34 36

INTERIORS AND ARCHITECTURE Designed by: Alma McHugh Published by:

ABN 30 007 224 204

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: Forestville RSL, New South Wales. Image 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. © 2013 Executive Media Pty Ltd. All rights reserved. Reproduction in whole or part without written permission is strictly prohibited.

Interior plantscaping: giving clubs and pubs a natural rejuvenation 39 Sofitel Hotel – Collins Street, Melbourne 41 Goulburn Workers Club’s renovation success 42 No room for a playground? 45 Brintons Carpet – almost too beautiful to walk on 46

LIGHTING A guide to good-quality LEDs 48 Watts in a warranty? 49

FOOD SERVICES Foodservice Australia showcases the best of the best 53 Andande: making ‘cents’ of refrigeration 57 Install the right equipment for a sustainable business 59 Putting spring in your menu and some grunt into the bottom line 60 Does your table and buffetware portray the look you are hoping for? 62 Richard Ptacnik’s pork tenderloin wrapped in pancetta 65 The Italians come clean on dishwashing 67 Popular bar snacks without the kitchen 68 Sometimes, looks do matter 70 How to create a menu with enticing vegetarian options 72 Skope Refrigeration chosen for busy casino 73

EDUCATION AND TRAINING Take advantage of Chisholm’s free Training Needs Analysis for your staff 75 Online pathways key to hospitality upskilling and retraining 76 The benefits of mentoring 78

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Sydney International Wine Competition Wine chosen without discernment is just another alcoholic beverage. With the great diversity of wine styles available, the sommelier, restaurant/bar manager and even the consumer are all faced with a bewildering range of choices.

he Sydney International Wine Competition’s principal aim is to offer current, independent, and objective third-party information to help consumers find wines that will be complementary to their everyday dining. Since its inception in 1982, the competition has judged wines not only on technical quality, but also on their ability to complement appropriate food. Food comes in myriad flavours and textures, and at many temperatures, both in degrees Celsius and in spice. Wine can add complementary flavours to a dish that cannot be added in the preparation or cooking process. Via its website, which attracts over 650,000 visitors a year, the Sydney International Wine Competition presents its award-winning wines to a global audience in 13 easy-tounderstand wine style categories – such as Lighter Bodied Dry Red Table Wine – with each judge offering their own independent, qualifying comments on each wine, making it easier to choose wines for pleasing wine/food partnerships. 2 • CLUBS AND PUBS MANAGER SPRING 2013

That said, the choice of wine that will provide the greatest personal satisfaction will always be a matter of individual preference, and the competition has neither aim nor intent to tell anyone ‘you should drink this with that’. It offers recommendations from a highly qualified panel of wine professionals, with each having judged the wine blind. In recommending wines for matching with food, the role of the competition has parallels with that of the sommelier, restaurant manager and liquor shop buyer. It is because of its usefulness as a tool in their purchasing decisions that industry professionals closely follow the Sydney International Wine Competition.

What we do In October each year, a highly qualified international panel of new and returning judges assembles in the World Heritagelisted Blue Mountains, 100 kilometres west of Sydney, to judge the capped 2000 entries submitted by Australian and international wineries for assessment. The upcoming 2014 competition’s panel will comprise seven Australian and seven overseas judges. They are top winemakers, sommeliers, wine consultants, wine writers, and wine importers, including four Masters of Wine and a Master Sommelier. The 2013 panel was similarly composed. Each year, the judging is conducted over a full week in October, with 2000 wines first judged by the panel to advance the cream of the crop – over 400 finalists, most of which are then sorted into six palate weight groups. The remaining wines are divided into seven smaller, selfselecting specialised categories: Sparkling White/Rosé,

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Aromatic and Still Rosé, Sauvignon Blanc, Pinot Noir, Dessert and Fortified Wines. These 13 style categories are then re-judged alongside appropriate food dishes. Understanding and recommending food-friendly wines based on palate weight, current drinkability and style, rather than solely on variety, label and vintage is of great benefit. This is the role of the competition. As it is unbiased, the competition offers this service without responsibility for sales and profit margins.

Competition’s Bottle Medallions/ Logo The Sydney International Wine Competition has a very distinctive and highly recognisable trademark logo, which appears on the competition’s bottle medallions. These include: • Blue-Gold award winners – Across the 13 style categories, these comprise approximately the top 10th percentile of the total entry. • TOP 1OO/Blue-Gold award winners – As the name implies, these are the 100 Blue-Gold award winners with the highest number of points, but with aggregate scores adjusted to ensure that consumers have a choice of Top 1OO/Blue-Gold wines in each of the style categories. • Highly Commended award winners – These are the finalists that fall into the 10.1 to 15 percentile range of the total entry.

• Trophy winners – To the champions in their several specialised areas, the competition presents 24 trophies that represent the elite wines of each annual competition. Each year, over three million of the official bottle medallions are affixed to bottles of the award-winning wines. The trademark is well regarded by consumers, wine retailers and wine marketers, and each of these medallions carries the competition’s website address, where you will find in-depth information and judges’ comments for the particular award winner carrying the medallion.

2014 Sydney International Wine Competition Judging Panel Chief Judge • Kym Milne MW (AU): International Wine Consultant Panel Judges • Megan Brodtmann MW (AU): International Wine Consultant • Brett Crittenden (UK): London-based International Wine Importer • Brian Currie (AU): Chief Winemaker, Westend Estate Pty Ltd • Dr Ken Dobler (AU): Medical Practitioner, Senior Wine Judge • Cameron Douglas MS (NZ): Consultant, Wine Writer, Speaker, Lecturer • Steven Fang (ROC): Vice President, Chateau Wine & Spirit Company, Taipei

• Xenia Irwin MW (UK): Senior Consultant. Awin Barratt Siegel, Surrey • Brent Marris (NZ): Winemaker and Proprietor, Marisco Vineyards, Marlborough • Oliver Masters (NZ): Wine Consultant, Winemaker Misha’s Vineyard • Professor Aakash Singh Rathore (USA): Academic, Speaker, Wine Writer, Wine Author • Iain Riggs (AU): CEO and Chief Winemaker, Brokenwood Wines • Rob Geddes MW (AU): Wine Consultant, Speaker, Wine Writer, Author Reserve Judge in Residence • Stuart Halliday (AU): GM/Chief Sommelier, Tetsuya’s Restaurant, Sydney

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Since his experience as Reserve Judge in Residence, Tom has received further invitations to judge in other wine shows. The 2014 competition will see Stuart Halliday, General Manager/Chief Sommelier at Tetsuya’s Restaurant, join our panel in this role.

Current trends and award winners With such a diversity of wine styles being produced from an ever-increasing range of grape varieties, it is pleasing to see wines that highlight this diversity being awarded recognition, not just between the judging classes, but also within the classes, providing the consumer with some really interesting options. For example, in the Sparkling Wines class, for the second time in two years, New Zealand placed the most sparkling wines in the TOP 1OO and Blue-Gold categories, and, for the third consecutive year, a New Zealand sparkling wine was awarded the trophy. These results underscore the advances in sparkling wine production in New Zealand over the last few years.

Each year, apart from the competition’s highly informative website, the award-winning wines are promoted through the Trophies and Awards Presentation Banquet and the Wine Tasting Exhibitions, both of which are open to media, industry professionals and members of the public.

Sommelier initiative Each year, the competition offers career sommeliers the opportunity to judge alongside our high-calibre judging panel, exposing the successful candidate to a week of judging wines for overall quality, as well as their compatibility with appropriate food. Applicants are invited to apply in November each year. The successful candidate is accommodated with the panel of judges in their luxury resort hotel in the Blue Mountains, and participates in all aspects of the judging process, with their comments on the award-winning wines taped, transcribed and published on the competition’s website for comparison alongside those of the judges. The 2013 Reserve Judge in Residence recipient was Tom Hogan, formerly Chief Sommelier at Lake House Daylesford, Victoria. Tom holds a Diploma from the Wine & Spirit Education Trust, and is an Advanced Sommelier in the Court of Master Sommeliers.

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French champagnes also feature in this category. From Western Australia, Saracen Estate’s ‘Maree’ Methode Traditionnelle 2009 received the trophy for Best Australian Sparkling Wine. Serve it with complete confidence as the apéritif for any occasion. Among the Australian award winners in this category was an Australian moscato – a great alternative and a sweeter sparkling wine with an approachable modern style. Examples have been regularly appearing in the awards, reflecting moscato’s popularity, which is currently gaining momentum with consumers. Australian rieslings dominated the aromatics category again this year, placing with 10 of the 14 wines in both the TOP 1OO and Blue-Gold categories. Classic dry styles from the Clare and Eden Valleys were joined by rieslings from Drumborg and southern Western Australia. Other off-dry styles from McLaren Vale and Orange also featured. New Zealand winery Giesen won the aromatics category trophy with a very Germanic, sweeter style. This is the third time the Giesen Brothers have won this particular trophy since 2001. This style is complementary to many modern Australasian cuisines that display Asian influences, such as spice and heat. There were two high-quality gewurztraminers from Spy Valley Wines and Saint Clair Family Estate in the Blue-Gold category. These are recommended for lovers of this often

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overlooked variety, and even those who have yet to be introduced to the blend! The sauvignon blanc class was again almost a clean sweep for New Zealand award winners. Unsurprisingly, a very strong offering from the Marlborough region dominated the numbers, showcasing diversity within this popular style from various Marlborough subregions, including the Awatere, Wairau and Waihopai Valleys. Again, the Pinot Noir category was almost another clean sweep for New Zealand. Of the 23 wines that were awarded either TOP 1OO or Blue-Gold status, only a lone pinot from Tasmania stopped New Zealand’s winning streak. The New Zealand wines came from the nation’s classic pinot regions, with the South Island regions of Marlborough and Central Otago dominating. Styles ranged from the elegant, perfumed and more restrained styles through to the riper, more structured and full-flavoured examples. With the current trend for vineyards to extend their plantings away from solely classic French varieties, there are numerous other European varieties entered into the competition, and even the market. Each year, we recognise these lesser-known varieties. The two white grape varieties – vermentino, originating in Italy, and the Austrian grüner veltliner – are the new varietals to watch. Both the Old World wines and their New World Australasian counterparts are gaining recognition, and have been achieving strong results in recent times. Both are generally lighter styles and, for those looking to broaden their horizons, are great alternatives in the Lighter Bodied Whites category. Saint Clair’s Pioneer Block 5 Bull Block Grüner Veltliner and Jacob’s Creek Cool Harvest Vermentino are the last two recipients of the trophy for a Lesser Recognised Grape Variety. Greco di tufo, fiano, ehrenfelser, marsanne, savagnin and arneis all featured in the awards alongside viognier and verdelho. Often underrated and not so regularly lauded in the press, the consistency of Australian semillon as an outstanding food wine is evident in the competition’s results. A semillon has been Championship Trophy winner for Best Wine of Competition for three out of the last six years, runner-up once, and four-time Best White Table Wine of Competition. The Best Wine of Competition was won this year by McLeish Estate from the Hunter Valley, previously by Coolangatta Estate on the Shoalhaven Coast and Peter Lehmann Wines from the Barossa for their Semillons. Wineries from New South Wales, Western Australia and southern Australian states have all featured in the TOP 1OO, with pure expressions of the variety.

The Fuller Bodied Dry White Class was again the domain of chardonnay, with all 16 places in the TOP 1OO and Blue-Gold lists awarded to this variety. The wines were predominantly from the cooler regions of Victoria and Western Australia, as well as from New Zealand. While being fuller bodied, the awarded wines all showed elegance, complexity and drinkability, typified by the trophy winner Montalto Estate Chardonnay 2010. The 2013 competition offered an excellent range of high-quality chardonnays for the consumer – including those in the ABC (anything but chardonnay) club, who need to revisit Australian and New Zealand chardonnays, as there are some excellent world-class wines being produced. Shiraz is often pigeonholed as big, bold, jammy and alcoholic, so it was great to see a diversity of shiraz styles coming through the competition, especially lighter coolclimate examples. Mount Cole Wineworks Fenix Rising Reserve Shiraz 2010, the Wine of Competition Trophy runner-up, exemplifies the new lighter style that we are seeing emerge: lower alcohol, restrained varietal fruit flavours and smoother tannins, lending themselves as ideal foils to a great range of dishes. It is also becoming more commonplace to see lesser-known Mediterranean red grape varieties, especially those originating in Spain and Italy, appearing with awards – particularly at the medium- to fuller-bodied end of the spectrum. This year, Italian varieties featured strongly. The trophy winner for a Non-Australasian Wine of Outstanding Quality was Cantina Cellaro Due Lune Sicilia IGT from Italy, a Sicilian Nerello Mascalese and Nero d’Avola blend. A Puglian Negroamaro and a Montepulciano from Abruzzo were joined in the awards by their Australian counterparts, the Warburn Estate 1164 Montepulciano 2009 from New South Wales and the Seppeltsfield Lagrein 2010 from the Barossa. The Medium-Bodied Dry Red category has long been the domain of the Australian wines, and this year was no exception, with Australian wines winning 94 per cent of the awards. This strong result partly reflects the outstanding quality of the 2009 and 2010 vintages across most Australian regions. Shiraz was again the leading variety, with a fabulous diversity of styles from both the classic regions and the emerging regions of Australia. A strong range of cabernet, cabernet blends and merlots made up the rest of the class.

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Professional wine buyers The competition’s annual awards are a great source of information for sommeliers, as well as for restaurant and bar managers. When planning your next wine list or wine matches for your food menu, browse the competition’s completely independent, diverse offerings of domestic and international wines – each with judges’ comments, technical information and contact details – on the competition’s website: www.top100wines.com.

SYDNEY INTERNATIONAL WINE COMPETITION Judged with food

Each year, the award-winning wines of the competition are promoted through the competition’s highly informative website and through the Sydney Awards Presentation Banquet and Wine Tasting Exhibition, both of which are open to industry professionals and members of the public. C&PM Trophy and Awards Presentation Banquet – Saturday 8 March 2014 – Shangri-La Hotel – Sydney Public Tastings – Saturday 29 March 2014 – Menzies Hotel – Sydney Applications: Reserve Judge in Residence – November 2013 Website: www.top100wines.com

TROPHY WINNERS – 2013 COMPETITION Joy Lake Memorial Championship Trophy Best Wine of Competition McLeish Estate Hunter Valley Semillon 2007 Perpetual Trophy for Runner-Up to Best Wine of Competition Mount Cole Wineworks Fenix Rising Reserve Shiraz 2010 Mark de Havilland Memorial Trophy Best Red Wine of Competition Mount Cole Wineworks Fenix Rising Reserve Shiraz 2010 The Wine Society (Australia) Perpetual Trophy Best White Wine of Competition McLeish Estate Hunter Valley Semillon 2007 The John Marris Perpetual Trophy Non-Australasian Wine of Outstanding Quality Cantina Cellaro Due Lune Sicilia IGT Nerello Mascalese/ Nero d’Avola 2010 Chairman of Judges Perpetual Trophy Wine of Outstanding Quality Fowles Wines ‘The Exception’ Cabernet Sauvignon 2005 Ted Radke Perpetual Trophy Best Australasian Wine made from a Lesser Recognised Grape Variety Jacob’s Creek Cool Harvest Vermentino 2012 The Wine Society Perpetual Trophy Most Successful Entrant of Competition Jacob’s Creek Wines Perpetual Trophy for Best Australian Sparkling Wine Saracen Estates ‘Maree’ Methode Traditionnelle 2009 Kemenys Perpetual Trophy Best Value Dry White Table Wine Essenze Sauvignon Blanc 2012 Kemenys Perpetual Trophy Best Value Dry Red Table Wine Brand’s Laira Cabernet Merlot 2010 Lanson International Diffusion Perpetual Trophy Best Sparkling Wine Daniel Le Brun Blanc de Blanc 2002

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John Ryan Memorial Perpetual Trophy Best Aromatic Wine Giesen Wines Marlborough Riesling 2012 Perpetual Trophy for Best Sauvignon Blanc Wine Framingham Wines Sauvignon Blanc 2012 Ernie Hunter Memorial Trophy Best Lighter-Bodied Dry White Table Wine McLeish Estate Hunter Valley Semillon 2007 Schenker Australia Pty Ltd Perpetual Trophy Best Medium-Bodied Dry White Table Wine Peter Lehmann Wines Margaret Semillon 2007 Perpetual Trophy for Best Fuller-Bodied Dry White Table Wine Montalto Estate Chardonnay 2010 Perpetual Trophy for Best Rosé Wine Jacob’s Creek Cool Harvest Shiraz Rosé 2012 J F Hillebrand New Zealand Ltd Perpetual Trophy Best Pinot Noir Wine Yealands Estate Reserve Pinot Noir 2011 Perpetual Trophy for Best Lighter-Bodied Dry Red Table Wine Mount Cole Wineworks Fenix Rising Reserve Shiraz 2010 Fesq & Company Perpetual Trophy Best MediumBodied Dry Red Table Wine Zontes Footstep Lake Doctor Shiraz 2010 Kemenys Perpetual Trophy Best Fuller-Bodied Dry Red Table Wine Warburn Estate 1164 Montepulciano 2009 Myra Lehmann Perpetual Trophy Best Dessert Wine McWilliams Morning Light Botrytis Semillon 2010 R L Buller & Son Perpetual Trophy Best Fortified Wine Morris Old Premium Liqueur Muscat NV.

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Top-tier

venue managers

in short supply By Richard Wynn, Regional Director, PageGroup Australia

Growing demand for toptier venue managers across the hospitality industry is becoming a real concern for business owners and operators. According to findings in the 2013/14 Michael Page Australia Salary and Employment Forecast’s Hospitality and Leisure survey, 39 per cent of participating employers expect that there will be a skills shortage in this industry over the next 12 months.

t’s difficult to pinpoint exactly why such talent is in short supply. There is evidence to suggest that business owners are raising the bar and demanding much more from their venue leaders. In today’s competitive landscape, the role of venue manager is all encompassing. A venue manager needs to have Richard Wynn technical expertise along with strong financial and operational management experience. They should also demonstrate strong leadership characteristics and have the ability to engage local businesses and community groups to proactively drive the top line through increased promotional activity, functions and events. For those fortunate enough to find such talented managers, retention becomes the overwhelming source of frustration. This is verified by the survey’s findings, which show that 66 per cent of surveyed employers expect staff turnover within 12 months of the survey date. The life span of a venue manager is short; typically, the most talented operators will progress very quickly into larger and possibly more high-profile venues before taking on multi-site opportunities within the hospitality industry. According to 33 per cent of the survey’s respondents, the main reason

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employees are likely to leave is to broaden their experience and their opportunity to learn. This is closely followed by the 27 per cent of surveyed employers who indicate that employees are likely to leave and find a new job to gain more seniority.

Talk to us about a customised solution

So what’s the answer? How do businesses attract and retain top-tier venue managers? The best way to find such talent is through networks; whether this is through personal, peer or specialist recruitment networks, top-tier talent is quickly recognised, and word of mouth can be the greatest indicator.

info@lancerbeverage.com

W www.lancerbeverage.com P 1300 146 744

To retain talent beyond a 12- to 18-month window, some businesses are exploring part-ownership options or more lucrative short- and long-term incentive programs, particularly in businesses whose accelerated career progression is either limited or non-existent. Some 55 per cent of hospitality and leisure survey respondents will award staff with a bonus as part of the remuneration package. Ultimately, simple economics dictates that a short supply of talented venue managers is going to place upward pressure on salaries; therefore, businesses prepared to offer competitive salaries will attract top talent. According to the overwhelming majority of participants in the 2013/2014 survey who work in the hospitality and leisure industry (67 per cent), the skills shortage in this industry will place upward pressure on salaries, and 34 per cent of these participants reveal that it will be difficult to maintain headcount. Interestingly, just over half of survey respondents (52 per cent) believe that the most popular tool for attraction and retention of staff is a strong company culture. This is predominantly due to the social nature of the industry, as well as the long hours that employees are required to spend together. The return on investment of successfully attracting and retaining a top-tier venue manager can be significant. Investing time and money into securing the right person for your business is going to come back in increased profitability and staff retention; look after this valued employee and you will ensure that these wins are not only achieved, but are also sustainable well into the future. C&PM

Our systems are in some of the biggest entertainment venues and organisations in Australia. Complete set-up from front of house dispensers to cellar fit out.

Richard Wynn has extensive experience in the retail, hospitality and marketing recruitment space, working in both Australia and the United Kingdom for more than 12 years. Currently the Regional Director for Michael Page in Australia, Richard focuses on senior executive recruitment across these sectors and nationally. www.michaelpage.com.au LinkedIn: www.linkedin.com/in/richardcwynn.

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BANKTECH – INNOVATION LEADERS IN ATM AND EFTPOS SOLUTIONS

he government’s National Gambling Reform Act requires that all ATMs located in gaming machine venues (except casinos) must have a $250 daily withdrawal limit by 1 February 2014. As a result of this reform, the industry has seen an increased number of companies offering EFTPOS cash-out solutions. For more than 20 years, Banktech has set the industry standard for ATM service and reliability. It is this service and reliability that has grown their customer base to include Crown Casino, Reef Casino, Panthers Group, Mounties Group, Twin Towns, Souths Juniors, ALH (national), Spirit Hotels (national), W&W Hotel Group, Nelson Meers Hotels, George Thomas Hotels, Solotel Hotels, Merivale Hotels, and many more. POSConnect is Banktech’s EFTPOS cash-out solution that was launched in Victoria when ATMs were removed from gaming venues. POSConnect is the market leader in Victoria and has proved to be the most popular EFTPOS cash-out solution for its ease of use for patrons and its no up-front costs for venues. At this year’s AGE, Banktech showcased why it continues to be the innovation leader. POSConnect was expanded to meet the needs of clubs and pubs in other states requiring EFTPOS cash-out solutions with the development of their unique two-in-one ATM and EFTPOS cash-out solution. This POSConnect solution enables managers to offer patrons ATM and EFTPOS cash-out services without expensive up-front costs for hardware or extensive renovations to the venue’s bars or reception.

HOW IT WORKS: 1. Your patrons will be able to use an existing CashConnect ATM to withdraw up to $250 per card per day. 2. Your patrons will be able to complete an EFTPOS cashout transaction with your staff and then collect their cash from the CashConnect ATM. Put simply, your CashConnect ATM becomes a single point in your venue to complete ATM withdrawals and collect the cash that has been withdrawn from the EFTPOS terminal. The cardholder is charged a fee at the EFTPOS terminal for a successful cash-out withdrawal.

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BENEFITS OF THE TWO-IN-ONE SOLUTION: • Deal with someone you can and trust – Banktech. • Apart from some venue cabling cost, this is a no-cost, no-risk solution. • Your cash remains securely locked inside the CashConnect ATM – no cash exposure, no separate floats and no reconciliation or ‘shrinkage’ issues. Staff will not need to handle cash. • If you use a cash-in-transit company (such as Armaguard, Chubb, et cetera.) they will continue to service your CashConnect ATM. • Multiple EFTPOS terminals can be linked to operate with a single ATM. This allows for greater flexibility to provide more cash access points at busy times, or to close areas at quieter times. • Banktech will remain your single point of contact for all services. We will continue to provide a help desk, maintenance and support for both your CashConnect ATM and POSConnect solutions. C&PM For more information on Banktech’s ATM or EFTPOS cash-out services, contact Henry Kiwarkis on 1800 08 09 10.

SEE THE ONLY 2-IN-1 ATM AND EFTPOS CASH-OUT SOLUTION ARE YOU READY FOR FEBRUARY 2014? BANKTECH’s POSConnect solutions enable you to offer your patrons ATM and EFTPOS cash-out services which comply with the new federal legislation affecting ATMs in gaming venues.

As seen at the Australasian Gaming Expo 2013 To find out more, call toll free 1800 08 09 10 Australia’s leader in ATM and EFTPOS cash-out solutions www.banktech.com.au FR4672/08/13

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Supporting responsible gambling in Victorian venues By the Victorian Responsible Gambling Foundation

While most people attend gaming venues for entertainment, a small number of patrons may experience problems with their gambling.

he effects of problem gambling can be far-reaching, not only for the individual concerned, but also for those around them, including their families, their co-workers, and the wider community. Just as problem gambling impacts on the whole community, we need a whole-of-community approach to overcome it. Leading the way in addressing problem gambling and promoting responsible gambling in Victoria is the Victorian Responsible Gambling Foundation. Established by the Victorian Government in July 2012, the foundation works in partnership with government, the gaming industry, researchers, health professionals and community organisations. continued on page 14 12 â&#x20AC;˘ CLUBS AND PUBS MANAGER SPRING 2013

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The foundation provides a wide range of services to people affected by gambling through Gambler’s Help, and runs community education campaigns to raise awareness of the risks of gambling, as well as to ensure that people know where they can get support. The foundation’s Chief Executive Officer, Serge Sardo, says that gaming venues play an important role in supporting Victorians who gamble. ‘Employees in gaming venues are often the first to notice people who may be experiencing problems with gambling, and they can help those people find the support they need,’ said Mr Sardo.

Helping patrons Gaming venues in Victoria have a responsibility to identify and respond to patrons who show signs of distress that may be related to problem gambling, as outlined in the Responsible Gambling Codes of Conduct. To assist and support venues in fulfilling these responsibilities, the foundation funds the Gambler’s Help Venue Support Program, which includes 24 Venue Support Workers throughout Victoria. Each gaming venue should have a nominated Responsible Gambling Officer and a process for interacting with patrons who request information or assistance with a gambling problem or self-exclusion, or who are displaying signs of distress that may be related to problem gambling. Venue employees should also record their observations, interactions and responses in a Responsible Gambling Register.

3. Social behaviours People with gambling problems: • tend to avoid eye contact and conversation • can be rude to venue employees for no apparent reason • often seem to lose track of time when playing. 4. Emotional responses People with gambling problems: • can show signs of distress (such as crying and holding their head in their hands) • may display signs of anxiety (such as sweating or shaking) • can often be angry (such as swearing and hitting their gaming machine). 5. Irrational behaviours People with gambling problems: • often have rituals and fixed routines (such as almost fighting to get certain machines) • sometimes claim that the machines are unfair or will blame other patrons or employees for their losses. 6. Loss of control People with gambling problems: • often find it difficult to stop or avoid the urge to gamble • may be at the venue when it opens and/or be there when the venue closes • may gamble through normal meal times.

Identifying the signs

Look out for the signs

If a patron is having problems with gambling, there are six signs to look out for. These are based on a study completed by Associate Professor Paul Delfabbro in 2007 and commissioned by Gambling Research Australia.

All of these behaviours may be visible at some point, but they may not necessarily occur all the time. Some behaviour may be displayed by many patrons (for instance, visits to ATMs), but are more commonly displayed by patrons who may have gambling problems. Other behaviours (such as strong emotional responses) are rarely observed, but are nearly always produced by people experiencing issues.

1. Intensity and duration People with gambling problems: • may bet larger amounts • often gamble for long periods without a proper break • tend to play very fast or frenetically. 2. Money seeking People with gambling problems: • tend to withdraw cash at the venue multiple times • sometimes leave the venue and return with more money.

What should you do? You may need to observe a number of these signs before considering approaching a patron; however, some signs (such as aggression and unacceptable behaviour) may need an immediate response. The observation process will most likely take place over an extended period of time or potentially during multiple visits to your venue. continued on page 16

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continued from page 14

Before approaching a patron, it can be helpful to combine information with other employees, and to note your observations on your venue’s Responsible Gambling Register. If you are concerned about a patron’s behaviour, speak to your Responsible Gambling Officer and note any response that you have made in the Register.

Responding to patrons Responding to patrons can be confronting for some venue employees. One way to avoid uneasiness is to view responding to patrons as an extension of your existing set of customer service skills. When responding to patrons, there are a number of things to remember that will assist you in making your response effective: • Be prepared both mentally and physically – ask yourself: ‘am I calm and collected?’ Have any brochures or materials you may need with you. • Choose the best environment – think about where it is best to have a conversation with a patron. • Be mindful of privacy – attempt to move the conversation away from others and be respectful of a patron’s privacy. • Offer realistic support – offer information and brochures about the support services available, including Gambler’s Help or the Self-Exclusion Program. C&PM

Support for patrons Gambler’s Help offers telephone, face-to-face and online counselling. Call Gambler’s Helpline 1800 858 858 or visit www.gamblinghelponline.org.au for more information. The foundation also offers the 100 Day Challenge, an online support service full of information, tips and tools at www.fightforyou.com.au Support for you The Venue Support Program aims to support gaming venues and their employees in fulfilling their responsibilities. Training Training is available for venue managers and employees on a number of topics, including the Responsible Gambling Code of Conduct, Signs of Distress, and Responding to Signs of Distress. These sessions will better prepare you to respond to patrons and create the best possible responsible gambling environment.

16 • CLUBS AND PUBS MANAGER SPRING 2013

Contact your Venue Support Worker through your local Gambler’s Help agency for more information. Resources There are a number of resources available to assist you. The Foundation has published a Responsible Gambling Guide, which may be helpful for employees as well as patrons in understanding responsible gambling. To download the Responsible Gambling Guide or find out more about the Victorian Responsible Gambling Foundation, visit www.responsiblegambling.vic.gov.au. For hard copies of the guide, contact the Foundation on 03 9452 2600. C&PM For more information about problem gambling and responsible gambling, visit www.problemgambling.vic.gov.au or www.gambleaware.vic.gov.au

news COMPANY PROFILE

TECHNOLOGY FOR NOW AND FOR THE FUTURE

aking a decision about technology in today’s environment can be difficult, with improvements in computing power, storage mediums, and picture quality occurring on a monthly basis. Today’s newest gadget can be next week’s paperweight. This can also be true of a CCTV system. To take advantage of these evolving technologies, it is vital that any system you deploy today can utilise the benefits that new technologies offer tomorrow.

Much of the CCTV hardware provided by Camvex over the past five years to licensed premises is backward compatible with the new Freedom surveillance software. C&PM

Analogue

960H

HD-SDI

HDcctv

ONVIF

TECHNOLOGIES

Freedom surveillance software has been designed by Camvex specifically to meet the

The eMap function permits selection of cameras for live viewing and playback from integrated CCTV plans, allowing easier and quicker review of cameras on medium-to-larger CCTV systems. This functionality improves an auditor or operator’s capacity to know where all their cameras are located, and enables the operator to recall them more easily, saving time and reducing frustration.

SUPPORTED

Australian-designed, developed and supported Freedom Surveillance integrates existing and evolving CCTV technologies, allowing multi-platform CCTV support from a single software platform. It is possible to view and record conventional analogue cameras, as well as new higher-resolution format camera technologies, such as 960H, HD IP, HD-SDI and HD-CCTV™, across a choice of cable infrastructures, including coax, CAT5 and fibre.

requirements of CCTV compliance for gaming and liquor licence applications.

COAX CABLING CAT5 CABLING FIBRE CABLING

CCTV GAMING COMPLIANCE & LIQUOR LICENCE

AMVEX

CCTV compliance for gaming and liquor licence applications has become an important issue for most hotels and clubs.

VIDEO SURVEILLANCE

Camvex has had 26 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

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CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013••17 X

NEws COMPANY PROFILE

DC CARD – CASH SOLUTION T

he gaming industry is being challenged by the federal government’s National Gambling Reform Acts (2012), which will restrict ATM withdrawls in gaming venues to $250 per 24-hour period per card per venue from 1 February 2014. DC Payments, Australia’s largest provider of ATMs, has created a simple and effective way of helping prevent a drop in spending in venues following the introduction of these limits. At DC Payments, they are offering a prepaid card that operates with your ATM, enabling customers to get cash from the ATM by purchasing a prepaid card. The solution is ready for use, and it requires no expensive outlays for venues because no additional equipment is required to operate it, such as redemption terminals or cash dispensers that can be expensive or take up additional space to accommodate. Best of all, this solution allows venues to continue to provide their patrons with the cash they need. Venues earn more income than alternative EFTPOS products with the DC Card, and prevent a drop in spending in venues.

DC CARD SOLUTION A DC Card is a prepaid cash card that your venue sells at the point of sale to your patrons. Cards are purchased from DC Payments, and the venue determines the fee to charge its patrons for the DC Card, earning you income with each card sold. The DC Card is loaded with a preset amount of cash and activated at the time of sale. The card is then redeemed for cash at the DC ATM in your venue without a surcharge. This ensures that patrons have cash available to spend within your venue. A DC Card integrated cash and ATM solution is: • Simple and easy to operate for staff and patrons. • Safe and secure because there is no change to the way cash is accessed and stored in the ATM. • Easy for cardholders to get cash from the ATM.

18• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013 X

COMPLIES WITH LEGISLATION The DC Card is a single load card with preset amounts below the maximum $250 limit, and, importantly, patrons will interact with staff during the transaction. Unlike other solutions, DC Payments ATMs are fully compliant with the new legislation, and the company won’t charge any fees for access to this solution.

BENEFITS • $250 limit – not an issue. • Earn you more than alternative EFTPOS solutions. • A no-fuss solution, providing customers with confidence. • Safe and secure – cash remains in the ATM and not behind the bar. • No extra dispensers or equipment requiring you to give up space or renovate your premises. • Protects your venue from a loss in spending. • DC ATMs are compliant with legislation at no cost to venues. C&PM For more information, please contact our sales team on 1300 305 600 or email sales@dcpayments.com.au.

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ATM sales enquiries Call our national sales team on 1300 305 600 or email sales@dcpayments.com.au dcpayments.com.au

gaming

Australasian Gaming Expo rocked Darling Harbour

After 24 consecutive years at the Sydney Convention and Exhibition Centre at Darling Harbour, the Australasian Gaming Expo was held for the last time at the soonto-be-redeveloped and muchloved location in August. The Centre has been a good home to the Gaming Expo, which is now recognised as one of Australia’s largest trade shows and one of the world’s biggest casino-style gaming events.

miling venue executives and the Gaming Expo team marked the occasion with a special celebratory cake and a long line-up of stories about the event, its history and its future. Over 8300 gaming and hospitality executives from around the Asia-Pacific region packed the show floor again this year to see and compare the world’s best and latest gaming and hospitality equipment. Almost everyone came to the Expo looking for new products – and there was no shortage, as 750 brand-new poker machines and games not seen before in Australia and machines most newly approved for use impressed visitors and prompted action. From apps for venues and staff uniforms, to signage and sound systems, a huge variety of products and services was available for progressive-thinking executives to position their businesses favourably. There was no shortage of entertainment, either, with Superman aerial performers enacting some of the Man of Steel’s famous routines, and an original 1959 Cadillac Ghost Busters Ectomobile creating plenty of interest on the exhibition floor and leaving visitors wondering whether their continued on page 22

20 • CLUBS AND PUBS MANAGER SPRING 2013

GAMING gaming

A WORLD OF NEW GAMES AND FEATURES FOR VICTORIAN VENUES

he all new Atlas Apollo II gaming machine has been approved for the Victorian market with four new games, including two Double SAP Jackpots.

The high-quality graphics resolution will impress and excite players. With two True 1080p high-definition LCD screens, players will enjoy a vibrant and crystal clear gaming experience, in addition to superior sound quality from world-class BMR speakers.

KEEPING YOUR GAMING ROOM EXCITING AND FRESH IS A MAJOR FACTOR IN MAINTAINING PLAYER PATRONAGE. The first thing venue staff notice about the Apollo II cabinet is the simplicity of design, with internal components neatly laid out, and the machine a pleasure to work with. The menus are well thought out to ensure ease of use, and guarantee that a first-time user will find the Atlas menus intuitive and simple to navigate.

A key feature of Atlas games is the player interface, which has been designed around player interactivity. Hidden gems await players and ensure a highly entertaining experience. Atlas games are available in 1c, 2c, 3c, 4c and 5c denominations, with a $1 game due for release later in the year. As many have already discovered, the Atlas games are simply out of this world. Atlas Gaming’s LUCKY DIAMONDS™ Double SAP Jackpot is sure to wow players with its frequent hit rate and exciting interactive Double Diamond wheel feature. Keeping your gaming room exciting and fresh is a major factor in maintaining player patronage. The Atlas Apollo II machine and range of games will ensure that your venue has a point of difference. C&PM To find out more about Atlas products visit www.atlas-gaming.com or call Atlas on 1300 78 88 17.

CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013••21 X CLUBS

gaming

continued from page 20

venue could supply outstanding entertainment. Not only did the crowds enjoy the spectacle, so did the 185 exhibitors, including 2013 Best Stand winner Polysafe Unbreakable Drinkware, and 40 first-time exhibitors. Exhibitors received big crowds of qualified buyers, with over 1000 people coming into the exhibition during the first hour of both day one and two. The most common theme was that after months of federal election uncertainty and anxiety about political minorities, buyers are now confident that a stable political period is ahead of us, and they now need to think more about ‘ramping up’ their venues and equipment to compete effectively in the future. The Australasian Gaming Expo theme has long been ‘connecting buyers with sellers’, and this year’s event did exactly that. With an increasing presence on Facebook, Twitter, LinkedIn, Pinterest and Google+, more than a few exhibitors were surprised to find sales opportunities arising

Polysafe’s ‘Best Stand’ winner

continued on page 24

Exhibitors RECEIVED big crowds of qualified buyers, with over 1000 people coming into the exhibition during the first hour of both day one and two.

The celebratory cake for a 24-hour partnership between the Sydney Convention and Exhibition Centre, and the Australasian Gaming Expo

22 • CLUBS AND PUBS MANAGER SPRING 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 MANAGERSPRING SPRING2013 2013••23 X CLUBS

gaming

continued from page 22

Planning is already well underway for next year’s Australasian Gaming Expo, which will be held from Tuesday 12 to Thursday 14 August 2014 at Sydney Exhibition Centre @ Glebe Island, which is just across the Anzac Bridge from Darling Harbour. The new facility is under construction and will commence operations early in 2014. While car parking and taxi rank facilities are part of the venue design, complimentary ferry services will operate from Darling Harbour, and complimentary shuttle buses will operate from Central Station to make sure that visitors have convenient access. The early reaction from visitors this year is that it won’t be too shabby at all to be ferried from Darling Harbour directly to the Australasian Gaming Expo at no charge! The Glebe Island site has absolute Sydney Harbour water frontage on three sides, and features a wonderful view of both the Anzac Bridge and the Sydney Harbour Bridge. Fully serviced exhibition facilities, including a range of pop-up bars and restaurants, will also be provided during events. C&PM

before the event had even started – giving them extra exposure, better brand awareness at the event, better lead generation, prearranged face-to-face meetings with motivated buyers, and better relationship-building with existing and prospective clients. The event website was optimised for mobile devices, which meant that visitors could view the exhibition floor plan on their smart phones as they went. They could also sort the exhibitors list by name, stand number or product category, making it much easier and more convenient to navigate around the event. Careful floor plan design with great sight lines and wideaccess aisles made getting around easy, despite the exhibition floor being 15,000 square metres – about the size of a cricket oval or an AFL field. The Gaming Technologies Association, event owner and operator, offered a trip for two to Las Vegas for visitors at each day of the expo. Anne Johnson’s name was drawn from all of the visitors on Tuesday, and with her sister Maryanne, Anne generously decided to give the prize to her parents, who own the Prince Alfred Hotel at Booval, Queensland. Kelly Bryant from Port Macquarie Golf Club and John Binnie from Westmead Tavern in New South Wales are also shouting ‘Viva Las Vegas’ thanks to each winning a trip for two at the Australasian Gaming Expo.

24 • CLUBS AND PUBS MANAGER SPRING 2013

More information is available at www.austgamingexpo.com, including the event dates for 2014, 2015 and 2016.

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ATMS

ATM card skimming

– is your machine at risk? Card skimming has fast become a worldwide problem, as advances in technology have seen this phenomenon leapfrog over the more blue-collar crimes.

et it is not only the cardholder who feels the burn when these skimming fiends strike; the scam also affects managers of the establishments where this crime occurs.

What is card skimming? This new crime is a more direct version of the phishing scam – a con where emails and even text messages are sent to people from ‘financial institutions’ or ‘organisations’, prompting the recipients to give out their personal and banking information, which the scammers then use to steal money. The new trend of card skimming is a method used by criminals to illegally copy the data stored on a credit or debit card’s magnetic stripe. This information is then used at a later date to access a consumer’s bank account and make unauthorised purchases – even emptying out a person’s savings before they notice something has gone awry.

Image courtesy of phozographer

26 • CLUBS AND PUBS MANAGER SPRING 2013

In the case of card skimming at ATMs, the crime occurs when a device smaller than a deck of cards is fastened to the ATM’s factory-installed card-reader. This illegal device then scans the cards as they enter and exit the reader, and, with the help of a hidden camera, the thief is able to record the ATM user while they enter their PIN details.

ATMS

How to identify card skimming

How to identify PIN-capturing

devices

These illegal skimming devices can at times stand out – literally – and look not quite right. So, how do we tell the difference between a regular ATM card reader, and one that has been tampered with?

Card skimming and pin capturing go hand in hand, so how do you know if your ATM has been fitted with a PINcapturing device? To capture a person’s PIN, fraudsters often install small hidden cameras to record these details. These cameras are often identifiable by a microscopic, pinlike hole that is located above the number pad.

Regular ATMs are usually fitted with a card-reader that is lined with lights, which will flash to prompt a person to insert or remove their card. Most skimming devices will obscure these lights, making the ATM’s exterior look slightly different. This detail is the first clue that a machine has been tampered with.

If the card reader on your ATM has been obstructed, is protruding, or just looks a bit off, you very well may have been ‘duped’ Another way these illegal devices can be identified is if the card-reading section of the ATM is protruding. In most cases, this area on the machine is flush against the metal – it is flat and embedded into the machine. If this card-reading area is not flat, it could be another sign that the ATM has been fitted with a card skimming device cover – that it has been ‘piggy-backed’ by an illegal skimming device; however, this is not always the case, and this hint may only be helpful to some, depending on the machine’s design and natural aesthetic. The general rule by which to be governed when trying to uncover if your venue’s ATM has been tampered with is simple: If the card-reader on your ATM has been obstructed, is protruding, or just looks a bit off, you very well may have been ‘duped’. If you suspect that is the case, contact your ATM provider or your local police to report the crime.

These hidden cameras can also be found on the side of the machine, near the speaker of the ATM, and even on the inner side of the light diffuser fascia, located above the ATM screen. While these illegal cameras can be quite difficult to detect, a way for customers to ensure that their pin is safe is by always covering the ATM number panel when inputting their pin.

How can managers reduce risks of ATM card skimming? • Make sure that you familiarise yourself with your machine. If you notice the slightest change in the façade or the overall appearance of your ATM, there is a chance that it has been tampered with and fitted with an illegal device. • Be wary of loiterers. While it is impractical to keep an eagle-eye on your ATM at all times, noting any lingering, loitering or suspicious behaviour occurring around your ATM site is the first step to ensure that your ATM is free from illegal devices. Security cameras surrounding your ATM can also keep the area monitored while not in the vicinity of the machine. • Be aware of people noting and observing patrons who are using the ATM facility. Criminals may ‘research’ your premises in order to determine the best course of action to fit card-skimming technology to your machine. • Card-skimming and pin-capturing devices are usually fitted to the machines during quiet periods; therefore, these are the times when vigilance is needed to ensure that a venue’s ATM is free from illegal add-ons. Regular traffic around your ATM and ‘sweeps’ by staff and employees could deter would-be criminals. Card skimming is unfortunately a serious crime that is affecting many Australians each day, making it imperative that managers of clubs and pubs identify the security breach before patrons are hit. If you cannot assure your customers that your facilities are safe and scam-free, a return to your venue will not be likely. C&PM

CLUBS AND PUBS MANAGER SPRING 2013 • 27

ATM ATMS

TOTAL ATM IS A ‘TOTAL’ SERVICE PROVIDER A TMs have become an important part of everybody’s daily life. As a society, we continually look at ways to simplify our day-to-day chores. The comfort of knowing cash is available quickly and efficiently removes the security concerns of carrying cash around in your pocket.

Total ATM is a significant figure in the ATM industry throughout Australia. The company prides itself on superior quality and service. Quality in terms of superior equipment – Total ATM is the exclusive Australasian supplier of Chungo ComNet machines, Korea’s leading supplier in the global ATM and cash dispensing equipment market. The Xtremo 7000 series is designed for speed of transaction and to create efficient self-service. You may have seen Total ATM units in other outlets, such as retail, petrol stations and convenience stores, markets and supermarkets, and mobile ATMs at festivals, concerts, sporting and special events. Our ATMs and new cash dispensing units are strategically placed in friendly, safe, compliant and convenient locations, and our service and support has won the appeal of our club management customers. The industry is sadly lacking in servicing and meeting customer needs. Total ATM’s concept is to continue to build strong working relationships with its partners and clients who share the company’s vision of customer service excellence and success. Our agreements are easy to read and understand, and our team will make sure you understand your obligations and will assist with completing the necessary documentations. At Total ATM, our aim is to provide our clients with an end-to-end solution to their ATM enquiries. We promise to deliver the best-possible customer service experience and innovative solutions for all clients with support 24 hours a day, seven days a week. Total ATM has a highly experienced team around Australia with years of combined experience in the industry. Our trained technicians will deliver and install your ATM in the pre-agreed and most suitable location within your premises. We have a 24/7 service line to assist with any concerns. Our technicians will service your ATM on a callout maintenance basis. Our promise is to ensure that all enquiries and concerns are attended to in a timely manner. X 28• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013

We will ensure that our ATM is always up and running at its full capacity.

Total ATM’s aim is to ensure that all venues are aware of the challenges associated with upcoming legislative changes to ATM functionality and access within licensed clubs with gaming machines. We aim to provide the highest quality of service to our customers. We don’t believe in tying our customers in to an unrewarding contract and making them regret hosting an ATM. We believe in repeat business with our customers, with loyal and positive relationships. We can install, sell, maintain and do all requirements needed for: • ATMs (sales, placement, hire, special events) • CRU (cash redemption units) gaming venues approved • ATM switching (for ATM owners) • ATM servicing • ATM advice and guidance. C&PM

Head Office: 03 9555 1001 Tom Trainor: 0424 950 883 Mark Cannon: 0488 041 327

FINANCE

Growing profits in difficult

markets

By Geoff Wohlsen, Director, DWS Hospitality Specialists

There hasn’t been much growth for clubs and pubs in the last five years; not much to cheer about, unless you happen to be in some of those mining areas where club and pub demand has been good. It has typically been the mining areas that have masked some hard times, but even those areas are slowing, and even declining.

arbon taxes, increased superannuation, increased poker machine taxes (for Queensland clubs) and increased liquor licence fees have all worked against the margins.

So what should we do next? Most club and pub operators look closely at the monthly bills, rosters, prices and operating hours to reduce costs. It’s an understandable kneejerk reaction to maintain margins. And, let’s face it, when margins are strong and the business is growing, we start to take our eyes off the

30 • CLUBS AND PUBS MANAGER SPRING 2013

business a bit and do things that don’t make money. In my experience, the best venue operators in slow times are the ones that combine revenue growth strategies with cost-cutting measures. It’s a diversion message that says, ‘We’re not doing that anymore, but we are doing this other great thing that you will love.’

Geoff Wohlsen Growing your venue profits in a difficult market is exactly as it suggests: difficult. But it’s not impossible. Three key areas that clubs and pubs are examining more closely include courtesy bus services, promotions, and extended services, such as bottle shops.

Courtesy buses Courtesy buses are a New South Wales invention. They’re a great idea to get older people into your venue, but then you feel obliged to get them home, so this service includes a return trip, too. Courtesy buses start servicing the local twoto three-kilometre area, but again, the service creeps out a few hundred metres each year, and before you know it, your buses (yes – by now you’ve got two buses operating) are running seven days, extending to five to six kilometres from the venue and being used by your customers to go

FINANCE

Bottle shops in a local shopping centre rarely make a profit. It’s not uncommon for the shop to operate at a gross profit margin of less than 25 per cent. shopping next door rather than to visit your establishment. Of course, if you increase the reach from three kilometres to six kilometres, you increase the area that you’re servicing by four times. Our research suggests that even a well-managed courtesy bus will cost between $15 and $20 per return trip by the time all the overheads are considered. Those customers would need to spend around $80 each at the venue to make the service worth running. You know your best customers. Maybe the hard times mean that you pay for a small few of your loyal patrons to come to your venue in a taxi; however, be sure to manage this, as even this arrangement can blow out or be abused by a few.

Two for one A two-for-one special in the brasserie or bistro is a favourite method to draw customers in on Monday and Tuesday nights, but it can kill your margins and only attract customers who are eager for a cheap meal. Some venues apply it to the whole menu, though it’s more logical to limit the choices and try to shift customers over to the main menu. It would also make sense to ensure you capitalise on the promotion with an active upselling and an aligned gaming promotion. Too often, a two-for-one deal is a stale promotion that has no other value-added initiatives attached, and club and pub managers stopped measuring the venue’s return on investment a few months ago.

Bottle shops Bottle shops in a local shopping centre rarely make a profit. It’s not uncommon for the shop to operate at a gross profit margin of less than 25 per cent. Rentals are often about 10 per cent of revenues, unless you’ve been really good at negotiating. With labour costs at about 10–15 per cent, there’s little left to pay the power bills. And what about the cost of having all that stock? All too often, small bottle shops are in place purely to prevent competitors from getting access to the centre. Is it worth it?

Let’s focus on the positives Really great managers will cut some of these activities loose or modify them at break-even levels – and they won’t stop there. Recently, a client of ours operating in a depressed market decided to spend close to $500,000 on new machines, bringing the total to 12 machines, as well as on new bases, stools and carpet in the gaming room. It’s early days, but the gross turnover has more than doubled so far. On the one hand, our client realised how much money was leaking out in areas that didn’t make them money. Nevertheless, they had the business strength and insight to make a substantial capital investment, and to do it properly. Their initial investment of $500,000 should improve their bottom line by over $400,000 this year – not a bad result. C&PM For more information on how your venue can generate improved revenue through just a few easy and achievable changes, contact Geoff on 07 3878 9355 or email geoff@dws.net.au.

CLUBS AND PUBS MANAGER SPRING 2013 • 31

FINANCE

PUB AND CLUB FINANCE and insurance specialists

hen it comes to finance and insurance, Upside is making waves on the pub and club scene. For years, banks have placed pubs, clubs and the like in the same basket as every other commercial lender, turning a blind eye to the fact that the hospitality and leisure industry has a unique set of challenges and risks. With such a cookie-cutter approach taken by most, it is no surprise that Upside has taken the hospitality and leisure industry by storm. Operating as Australia’s only nichemarket finance and insurance broker for the hospitality and leisure industry, it doesn’t seem like a day goes by without Upside helping a new pub or club open its doors, or keep them open.

YOU TRUST A MECHANIC WITH YOUR CAR AND A DOCTOR WITH YOUR HEALTH BECAUSE THEY ARE SPECIALISTS IN THEIR FIELDS. PUB AND CLUB OWNERS ARE BEGINNING TO TRUST UPSIDE IN THE VERY SAME WAY. We sat down with Upside Director Jon Plowright to have a chat about how it all began and the future ahead. ‘Before Upside, I worked in commercial finance, and most often when an interesting property such as a pub, club, motel, golf course or the like crossed my desk, our lenders would say, “we don’t do that”, or “that’s not acceptable security”. They were basically saying, “this is for the toohard basket”. If we were lucky enough to find a lender who would play ball, they typically had limited knowledge of the industry and little interest in learning. ‘I established Upside to help hospitality and leisure businesses and talent. Our team of consultants specialise in hospitality and leisure. They know the ins and outs of buying a club or insuring a pub. They know the most competitive and flexible lenders and insurers. They know the policies and provide advice that is specific to your situation, whether you are looking at buying a small rural pub or a multimilliondollar hotel.

32• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013 X

‘Today, when a pub or nightclub owner or manager comes through our door, I know that we have the people, products, resources and commitment in place to bring their ideas to life.’ Opinions aside, one sure thing is that when considering the dynamic nature of the hospitality and leisure industry, it is reassuring to know that professional companies like Upside recognise the daily challenges faced by the industry’s owners and managers. C&PM For more information, call 1300 621 670 or visit www.upsidehl.com.au.

Paying too much on your venueâ&#x20AC;&#x2122;s mortgage & insurance? Talk to the team who specialise in pub and club finance & insurance Call

1300 621 670

www.upsidehl.com.au

Upside Finance ABN 57 372 895 100 Australian Credit License No 429907 Upside Insurance ABN 91 204 580 178 AR No 443063 Authorised Representative of Winley Insurance Group AFSL: 343573 ABN: 39 138 133 285

FINANCE

Finance

for clubs and pubs how to choose?

by John Cannon

When it’s time to expand your venue or to get more equipment, finance can at first seem like a scary prospect. The array of terminology and options is often confusing, and certainly raises many questions: What is the best type of finance? How can it help my business? How should I compare all the options? How does it affect my accounting? What are the hidden details? Do I want to tie up my property as security just to get some equipment?

34 • CLUBS AND PUBS MANAGER SPRING 2013

FINANCE

efore you reached those questions, you probably started with this one: how should I pay for this new gear? Keep in mind that if you have the cash to pay for it up-front, that doesn’t necessarily mean that you should. Many cash-rich companies are now choosing finance due to a range of advantages. And if you don’t have the cash to pay up-front, what is the best alternative? Leasing is certainly a great option for you to get the equipment you need right now while safekeeping your savings or cash reserves. Cashflow is vital for you to be able to invest in other areas of your business, or to have some leeway for rainy days. If you need to repaint, upgrade the tiles, or extend or refurbish to modernise the venue, these are all things that consume your capital, and could occur soon or further in the future. Understanding your business and your plans makes the decision easier when selecting the right finance option. There is a comprehensive range of finance products out there; from rentals and finance leases, to chattel mortgages and commercial hire purchases. Some lenders have industry-specific programs and more lenient credit policies than the others. Some might even offer better rates, but restrict the types of businesses accepted. There are a lot of providers to choose from, but the good ones are those that are willing to listen to your requirements and carefully talk you through your choices before you make any commitments. There is no such thing as one size fits all: each finance option has its own set of features and benefits. Ask for a simple comparison table and it will help you to decide what suits your needs best. Importantly, it is you who should make this decision with the help of your accountant; your finance provider should not push you one way or another.

Establish your own criteria by asking: • For how long do I want to keep this equipment? • How long is the product’s life cycle? • Do I want or need to own it from now, or just at the end of the term (if at all)? • Is the equipment likely to need upgrading soon? • How do I want to treat GST? • What is the best accounting benefit for me? • Should I leave a balloon payment for the end of the contract?

By understanding what equipment you need, its effective life and your ongoing business plans, you will be able to find the right agreement. Your finance manager deals with this sort of thing all the time, and should definitely be involved in the process as well. The important thing is to not feel overwhelmed. Give yourself time, ask for help, and see that the wide array of possibilities is a good sign. In case you’ve never before considered finance for the growth of your business, here are some key benefits that come with it:

Leasing keeps your equipment up to date Computers, security, point of sale (POS) terminals and other technological equipment become obsolete faster than other products. If you’re always buying your latest toys outright, the drain on your cashflow is substantial – you can’t resell this sort of product without a massive discount on what you paid; however, with finance, you pass that burden of obsolescence to the equipment finance company. Let’s say that you have a two-year lease on a laptop. After that contract expires, you’re free to finance whatever equipment is newer, faster and even cheaper. (This is also a reason that so many people prefer to lease their cars.) In fact, 65 per cent of respondents to a recent Equipment Finance Association (EFA) survey said that the ability to have the latest equipment was the number-one perceived benefit of leasing.

Predictable monthly expenses With finance, you have a predetermined monthly expenditure, which can help you to budget more effectively, and with no surprises. The same EFA survey revealed that 35 per cent of respondents thought of this as the secondbiggest benefit related to finance. You can also consult your accountant on deducting these repayments as operational expenses, depending on the finance type you choose.

You pay nothing up-front Many businesses, large and small, often struggle with cashflow, and must try to keep their coffers as full as they can. Because finance rarely requires a down payment, you can acquire new equipment right now without draining much-needed funds.

continued on page 38 CLUBS AND PUBS MANAGER SPRING 2013 • 35

FINANCE

A CREDIT UNION FOR CLUB INDUSTRY EMPLOYEES? suite of competitive products that are available exclusively to club employees (whose employer is a member of ClubsNSW) and also business partners of ClubsNSW and CMDA. First of all, just like your club, you need to be a member of Community First to take advantage of our banking services. Our current specials are: • A special home loan with an interest rate guaranteed to be lower than our already discounted True Basic Home Loan. That’s an additional 0.15 per cent per annum discount for three years, and what’s more it comes with a redraw facility and no monthly loan fees. • $0 application fee on home loans+. Apply before 31 October 2013. • A six-month introductory rate of just 4.99 per cent per annum* on retail purchases, balance transfers and cash advances on our low-rate Visa card. At the end of the introductory period, the rate reverts to our low ongoing rate – currently only 9.25 per cent per annum.

n recent times, there has been a lot written about competition in the banking industry and the market share dominance of the major banks. But there are 4.5 million Australians who prefer to bank at a place that isn’t a bank at all. A place with all the products of a major bank, which delivers the same member-focused service that clubs deliver every day to their own members. The good news for the club industry employees is that they now have access to Community First – Sydney’s largest community-based credit union. Just like clubs, Community First is member-owned and run for the benefit of members – not for external shareholder profit.

SO WHAT’S THE DEAL WITH COMMUNITY FIRST CREDIT UNION? Community First Credit Union, as a ClubsNSW Silver Corporate Partner and also a sponsor of Club Managers Development Australia (CMDA), is extending exclusive offers on their award-winning home loans and credit cards. To help get your banking relationship with Community First Credit Union started, the credit union has put together a

36• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013 X

HOW CAN CLUB EMPLOYEES ACCESS THESE OFFERS? Simply call Community First Direct on 1300 13 22 77 or visit www.communityfirst.com.au/club-employee-offer. C&PM All lending is subject to lending guidelines. Terms and conditions, fees and charges apply – details available on application. Community First Credit Union Limited ABN 80 087 649 938, AFSL/Australian Credit Licence No. 231204. This offer is only available to employees of member clubs of ClubsNSW and CMDA and their business partners. *Rate is current as at 05/11/12 and subject to change without notice. + Offer only applies to new home loan applications made between 24 July and 31 October 2013, which are settled by 13 December 2013. This offer only applies to application, legal and valuation fees on loan amounts up to a maximum of $1,000,000. Minimum loan amount is $100,000. It does not cover government charges or any exit costs incurred from your existing lender. This offer is not available with any other offer and can be withdrawn at any time.

An exclusive offer, just for Club employees... 3 Year introductory rate home loan...

Home loan features:

5.36

home loan rate for 3 years  No monthly loan fees  Redraw facility available  Unlimited extra repayments without penalty  Choice of weekly, fortnightly or monthly repayments

% p.a.*

Variable rate

5.48%

p.a.**

Comparison rate

 0.15%p.a. discount off our Basic variable

Plus the McGrath Pink Visa

4.99 loans+

application fee on home Apply before 31st Oct 2013

One low rate on retail purchases, cash advances, and balance transfers.

For more information call Community First Direct on 1300 13 22 77 or visit www.communityfirst.com.au/club-employee-offer. PROUD SPONSOR OF

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 Clubs NSW and CMDA 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 01/08/13 and subject to change without notice. **Comparison rate is calculated on a loan amount of $150,000 over 25 years. WARNING: This comparison rate is true only for the example given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate. ^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 only applies to new home loan applications made between 24th July and 31st October 2013 which are settled by 13th December 2013. This offer only applies to application, legal and valuation fees on loan amounts up to a maximum of $1,000,000. Minimum loan amount is $100,000. It does not cover government charges or any exit costs incurred from your existing lender. This offer is not available with any other offer and can be withdrawn at any time. Community First Credit Union Limited ABN 80 087 649 938 AFSL/Australian Credit Licence No. 231204.

FINANCE

continued from page 35

Equipment such as VIOP telephones can be leased, passing the burden of obsolescence to the finance company

Keep up with your competitors and grow your business Finance can enable your business to acquire sophisticated technology, such as a voice-over internet protocol (VoIP) phone system, or the latest POS system with LCD screens that interacts with all aspects of your business. Such assets give you a leading edge, and they may otherwise be unaffordable. With finance, you’re able to keep up with your competitors without the huge capital expenditures. Of course, nothing is all roses – there are some downsides to financing that you need to consider as well:

You’ll pay more in the long run Finance providers are not charities; they are businesses that need to make a profit from the favour they’re doing to your business. As a result of the interest charged, finance will be more expensive than purchasing outright by the time all repayments have been made. How much more expensive? That will depend on your credit profile and the policies of the lender that you select.

You’re obligated to keep paying, even if you stop using the equipment Depending on the finance terms that have been agreed upon, you may have to make payments for the entire

38 • CLUBS AND PUBS MANAGER SPRING 2013

contract, even if you no longer need the assets – which can happen if your business changes. This shouldn’t come as a surprise; after all, when you buy products, you similarly cannot return them due to a change of plans months later. If you know your business and choose the gear mindfully, this can usually be avoided. The final message is: do your homework. Choose the equipment well – from the make and model, to the supplier – and understand every aspect of how the product works before you even shop around for a financier. When you do, ask the provider about the details and look thoroughly at each finance option on offer. Remember to consult your accountant or finance manager, and you should be safe in your decision. Financing today is easy and hassle-free, so make the best of it and enjoy the rewards of the leverage it provides. C&PM

John Cannon is a finance expert with more than 20 years’ experience in the hospitality sector. He is a Business Developer Manager (QLD/NT) for Thorn Equipment Finance and can provide more advice for those interested in growing their business without impacting their cashflow. Contact John on 0404 811 330 or john.cannon@thorn.com.au. Alternatively, visit www.thornequipmentfinance.com.au or call 1800 623 611.

interiors and architecture Bluefish Fishing Club. Image courtesy of Plantup

Interior plantscaping:

giving

clubs and pubs a natural rejuvenation

Steven Brett

Using plants and incorporating them into clubs and pubs is a rising development in the hospitality industry that many managers are looking into when entertaining the notion of revamping their venues.

lubs and Pubs Manager sat down with Steven Brett, the President of the Interior Plantscape Association Australia, and spoke about the emerging trend. C&PM: What is plantscaping, and what do you believe is the reason that many clubs and pubs are turning toward this movement when looking to revamp their venue? Mr Brett: Indoor plants are certainly coming back into fashion, especially green walls and feature plants in foyers. It’s simply bringing nature inside. We humans naturally connect with nature, and having plants around us has many indoor environmental and human health benefits. C&PM: Could you expand on both the health and other benefits of plantscaping?

Mr Brett: The University of Technology, Sydney’s Dr Margaret Burchett is one of the leading researchers in Australia on the benefits of indoor plants. Her findings have shown that indoor plants can reduce volatile organic compounds (VOCs) – or indoor air poisons in the building air – to up to 80 per cent below Australian Standards. Believe it or not, it’s the microorganisms in the plant’s root system that act as a biofilter and suck the air pollutants out of the air! And the plant’s leaves mainly process CO2 into oxygen. Indoor air can be up to 90 per cent more polluted than outdoor air, especially in older buildings that may not have good air-conditioning systems. Plants have also proven to be a very cost-effective improvement to a workplace, as they can reduce sick leave and staff stress, and can even increase staff productivity by up to 30 per cent. Research CLUBS AND PUBS MANAGER SPRING 2013 • 39

interiors and architecture

shows that plants only require a one per cent increase in staff productivity to make a return on investment! The improvement in indoor air quality is directly linked to staff sick leave levels, which have been shown to be reduced by up to 27 per cent, so there is a return on investment for the business. There is also the benefit of happier staff because they have plants around them. C&PM: In your opinion, what is the best way club and pub managers can incorporate indoor plant features into their venues? Mr Brett: Incorporate it into the design. We’re seeing a big movement in mass-planting planters, like green walls, as well as in using large numbers of specially designed planters that have subirrigation systems and that hold the plants in their grow pots, rather than in with bucket loads of soil. The latest green wall and indoor planter designs allow our industry to easily remove and rotate the plants, which is the key to a successful interior plantscape design.

palms that might have beautiful highlight, while other types of plants may require a glass of water a month.

Plants are a cost-effective way to brighten up a foyer of a pub or club, and managers can use a series of long planters to create a green divider around pokies areas to provide defined sections within the club. I have seen some taverns up here on the Sunshine Coast that have done away with the fully enclosed building with dark lighting, and they now have floor-to-ceiling windows that look out onto massive views of valleys or beautiful gardens. They also have several indoor plants scattered around the venue to allow patrons to connect with the outside (nature) while they’re enjoying their time inside.

C&PM: What overall advice can you give to club and pub managers who are entertaining the notion of incorporating an indoor plant feature into their venues?

C&PM: In your opinion, which plants are best suited for indoor living? Mr Brett: That is probably the most asked question I get! What’s the best indoor plant? It is a great question, but unfortunately, there is no simple answer. It comes down to the indoor environment of the building. How much natural light is there? How efficient is the air-conditioning system? Fortunately, our intellectual property and experience as an industry allows interior plantscapers to assess a building, and to design an interior plantscape that will suit the building. C&PM: How hard is it to maintain an indoor plant feature/garden? Mr Brett: Our industry works on a weekly or fortnightly maintenance cycle. A substantial sized pub or club that has a large number of plants would probably require weekly maintenance. And it comes down to the plant, too. Some plants require a few litres of water a week, such as big

40 • CLUBS AND PUBS MANAGER SPRING 2013

Bluefish Fishing Club. Image courtesy of Plantup

The dusting and polishing of the leaves, as well as pest and disease management are all incorporated within the weekly or fortnightly maintenance, so the facility manager doesn’t need to worry about a thing; that’s the ideal situation. Really, we are just another maintenance company looking after the internal garden instead of, say, the landscaper who looks after the external gardens.

Mr Brett: With all the benefits of lower air-conditioning costs, higher staff productivity and an improved business image with a proven return on investment… why not use plants? The one thing that is critical for indoor plant features to work in a club or pub is to hire a qualified, professional interior plantscaper. You can get any Joe Blow landscaper to mow your lawns and to do a good job, but you can’t just get any Joe Blow indoor plantscaper. You have to hire an interior plantscaper who can demonstrate that they have experience, and that they also have a portfolio behind them. Being a member of an association like the Interior Plantscape Association also gives the indoor plantscaper additional credibility. Also ask the plantscaper simple questions, like how often they change the plants, and how often they will show up. That’s the key! Many times, people just look at the price and get the cheapest company out there, but these companies might not necessarily be the most qualified. Just get out there and get a quote, and give it a go. See the results for yourself. C&PM

INTERIORS interiors AND and ARCHITECTURE 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

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1800 769 738 roxset.com.au

HEALTH & SAFETY FLOORING

CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013••41 X CLUBS

interiors and architecture

Goulburn Workers Clubâ&#x20AC;&#x2122;s

renovation success Goulburn Workers Club has been an enduring presence in the New South Wales rural centre for more than 50 years. Over this time, plenty has changed: the clientele has diversified, the industry and its technology have progressed, and countless interior design styles have moved in and out of vogue.

eeding the needs of its evolving customer base, and adopting the guiding philosophy to deliver patrons an experience unparalleled in Goulburn, the club has recently undergone a major renovation project. Clubs and Pubs Manager (C&PM) spoke to Brett Gorham, Goulburn Workers CEO, to find out all about this resounding success. C&PM: Goulburn Workers Club was established in 1959. Had it had any work done since then? What prompted you to undertake the recent renovation project? Mr Gorham: Over the course of time, there had been some works completed to upgrade facilities and adhere to legislative changes; however, in 1999, the club identified a need to expand, so management and the Board made the decision to purchase what was, at the time, a supermarket with main street frontage. This site was then linked to the existing footprint, effectively doubling the size of the premises and providing improved

42 â&#x20AC;˘ CLUBS AND PUBS MANAGER SPRING 2013

interiors and architecture

access due to its prime location. The need to maintain a point of difference between ourselves and our competitors was a major factor when deciding to move forward with a substantial renovation. C&PM: In particular, what did you hope to achieve with the renovation? Mr Gorham: In November 2011, we assumed control of the catering department, which had historically been contracted. We needed a fresh start and approach in this department, and the renovation would combine the operation as a whole, with similar décor and atmosphere that would ultimately make the patrons’ experience more enjoyable. C&PM: Did you work with an architect on the project? If so, what was the process of working together like? Mr Gorham: We believed that if we wanted to achieve our goals, it was imperative that we would engage the services of an architect. From the very beginning, the process was extremely harmonious; constant communication was vital in the success of the project. Having an architect that had a history of work in our particular field was also particularly beneficial to our end result. C&PM: What were the guiding philosophies by which you worked?

Mr Gorham: We needed to achieve a venue in which we could provide superior service to that of our competitors, while also providing a safe, comfortable and enjoyable experience for each and every member when they visited us. C&PM: How did you decide on the changes that you would make to reach the goals you had set out? Mr Gorham: Having a database comprising members from vastly different age demographics with differing expectations, we wanted to combine a country feel with an urban culture. Utilising our architect’s experience and guidance, we developed a venue that we believe appeals to all generations. C&PM: What challenges did you face when undertaking the project? Mr Gorham: The project was completed in two stages over an eight-month period. The first stage was the catering department’s front of house, which was completely redesigned and included a new bar. While the works were in progress, our trade fell by over 50 per cent in this department, as we had relocated our main dining area to a much smaller function room during the renovation period. The second stage consisted of a new bar and gaming floor layout. Over a period of three and a half months, we had no main bar area in the lower section of the premises. The gaming area was completed in two stages over one month, which effectively had us trading with half of our machines in that time. This, combined with the winter weather, certainly made it a challenging experience; however, the relationship we had with the construction company on site enabled us to move through this period as quickly as we possibly could.

CLUBS AND PUBS MANAGER SPRING 2013 • 43

interiors and architecture

C&PM: Would you encourage other venue managers to undertake renovation projects? And if so, why?

Mr Gorham: As part of the project, we completely redesigned our branding, logo and corporate wear. The staff now have a workplace that they feel proud to be a part of, while working in comfortable surrounds with modern fittings and hardware.

Mr Gorham: Continuing to renovate and reinvigorate the business is a must for the long-term success of a venue. As we have mentioned before, our current customers’ needs are extremely different to those of 15–20 years ago. Offering something unlike the other options available is crucial for the further success of the venue.

The renovation included a complete refurbishment, which involved replacing all equipment. Meanwhile, our patrons now have a number of dining and entertainment options to choose from when they visit. C&PM: Did you achieve the goals you set out? Mr Gorham: We have seen a remarkable change, not only in our staff’s behavior, but also in patrons alike. The business is continuing to grow and, collectively, the Board and myself are extremely happy with the results that we are achieving.

44 • CLUBS AND PUBS MANAGER SPRING 2013

Goulburn Workers Club has also become quite diverse in what we offer, enabling us to target different demographics, which means that we are not reliant on any one area alone to drive the business. C&PM All images of the Goulburn Workers Club provided by Abeo Architects; photographed by DC Photography – David Curzon

interiors AND and ARCHITECTURE architecture INTERIORS

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

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013••45 X

INTERIORS interiors AND and ARCHITECTURE architecture

BRINTONS CARPET – ALMOST TOO BEAUTIFUL TO WALK ON

hen you’re next looking to renovate or rejuvenate your floor, there’s one brand that is trusted to provide outstanding carpet solutions globally: Brintons. A Brintons woven Axminster carpet can transform any interior design scheme, providing comfort underfoot whilst withstanding the heaviest traffic, reducing noise pollution and improving indoor air quality.

For quick turnaround projects, consider one of Brintons incredible stocked ranges. Their most popular ranges – Fringe, Shadow and Switch – have been developed especially for the Australian hospitality, gaming and leisure markets. Brintons Fringe collection offers specifiers and end users a choice of eight stylish broadloom woven Axminster carpets. The collection boasts lustrous plumes, gilt-edged medallions and sleek geometrics. Each pattern combines dramatic design in a refined colour palette, with accents of sultry teal, zesty lime green, vintage gold and hot chilli red. The Shadow range offers six sophisticated, highperformance, contract specification Axminster carpets in an elegant colour palette. Building on the success of Fringe, the carpets in Shadow are perfect for quick turnaround projects where timing is of the essence. There is something for every style of interior – from melodic interlocking hoops for the cool and contemporary space, to large-scale meshstructures, which can be used to create mesmeric, daring spaces. Brintons Shadow merges inspirational design, innovative textures and delicious colour. X 46• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013

Switch is the newest addition to stock, and offers a choice of 10 striking woven Axminster carpets in a bold and ontrend colour palette. The collection boasts an eclectic mix of styles; chic architecturally-inspired geometrics interspersed with vibrant hues and rich three-dimensional textures. Each pattern unites impressive 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. If you’re in the market for something unique and personalised, Brintons also offers bespoke options to satiate any interior style requirement. The company’s ability to combine thoughtful design with experience and technical knowledge allows it to deliver high-performance floor coverings that will take your breath away. By choosing to work with Brintons, you will have access to its global network of design studios and talented field designers who are eager to find the right solution for your venue. Request the best and Brintons will ensure you won’t be disappointed. With clients ranging from Crown Casino to the White House, it’s no surprise that Brintons is trusted to deliver flooring solutions the world over. And now it has never been easier to indulge in a luxurious Axminster carpet for your own venue. C&PM

For more information on any of these ranges, 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.

Carpet almost too beautiful to walk on

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

LIGHTING

A guide

to good-quality

LEDs

by Bryan Douglas, Chief executive officer, lighting council Australia

Solid-state lighting is a rapidly developing technology that is already offering useful alternatives to some traditional lighting. LEDs (a form of solid-state lighting) can provide excellent illumination in a wide range of applications; however, tests on some LED products found in the marketplace indicate a wide variation in product quality and how effectively they may light a home or office.

ome lower-quality LEDs sold may not provide sufficient light, may flicker when dimmed, change colour throughout their life cycle, or may fail prematurely. In all cases, LEDs will be more expensive than traditional light sources and they may not be as energy efficient as you think. LED products are still in their development stages, and consumers need to be aware before investing in the technology. Even high-quality LEDs are in a relatively early stage of development, and comparatively few have undergone rigorous testing in real-life settings. This guide provides some basic advice on how to select a high-quality LED. Consumers are encouraged to look for the important LED product features that are summarised below, including light output, colour characteristics, lifetime and energy consumption.

Common LED performance indicators 1. Lamp equivalence claims Be cautious of claims that lamps are equivalent to common incandescent or halogen reflector lamps. The best LEDs are currently about four to five times more efficient than their typical incandescent lamp equivalent. This means that for an LED lamp claiming to produce as much light as a continued on page 50

48 â&#x20AC;˘ CLUBS AND PUBS MANAGER SPRING 2013

LIGHTING ANDLIGHTING ENERGY

WATTS IN A WARRANTY? I

t’s time to get serious about the lighting in your venue. Energy prices are still on the rise, and maintenance costs are as expensive as ever. There are so many LED lighting options and so much information; how do you choose wisely? Start by understanding that this new technology does not play by the old rules. Historically, we have used the measurement of ‘watts’ to choose our light bulbs and fixtures, but with LED lighting ‘watts’ will only refer to the amount of energy the lamp is using and is not a clear indicator of how much light the lamp will produce. The correct unit of measurement for evaluating light output is lumens, where the higher the lumens means the brighter the lamp. Ideally you want a lamp with high lumens and low ‘watts’. Manufacturers are claiming lifetimes of up to 100,000 hours, which is great value if the claims are genuine. The product ‘warranty’ is often used to falsely support the perception of this value, but the questions must be asked. What is the value of a five-year ‘warranty’ held by a company that no longer exists? What is the value of a 10-year ‘warranty’ held by a Chinese trading company in Guangdong? C&PM

Lightech Australia provides Australian-made LED lighting, backed by a five-year ‘On-Site’ warranty. Call them on 1800 950 888 to assist with LED lighting solutions for your venue.

Clubs & Pubs Special

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NSIT O

Call or email now to schedule your free lighting assessment and to register your venue for this offer.

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Australian Made

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CLUBSAND ANDPUBS PUBSMANAGER MANAGERSPRING SPRING2013 2013• •49 Y CLUBS

100 95 75

25 5 0

LIGHTING

continued from page 48

60-watt incandescent or 50-watt dichroic reflector lamp, it will need to use at least 12 watts. Look for sensible numbers on any claim of equivalence and compare products. 2. Light output Another way to determine whether or not an LED lamp is suitable is to look for information about the light output, measured in lumens (lm). The higher the number of lumens, the more light is emitted. Lumens are the best, most accurate way to compare two different types of lighting. If the lamp carries a lumen output rating, it may also indicate that it was actually tested for this performance – a good sign. The following table shows the number of lumens that a range of traditional incandescent light bulbs produces. An LED with the same number of lumens should be of a similar output. Incandescent (GLS) lamp

Light output in lumens

25W

220 lm

40W

420 lm

60W

720 lm

75W

930 lm

claimed LED life is not based on testing for the indicated life. Rather, life can be based on a minimum 6000 hours of operation, and then a prediction of the light output decay is used to determine operational lifetime. Look for a realistic lifetime and manufacturers who can back up their lifetime claims, either with testing or certification indicated on the product packaging. 4. Lamp warranty period (years) A good approximation for information on lifetime testing is the warranty period that a manufacturer is willing to provide. For a lamp claiming to last 25,000 hours (about 34 months of continuous operation, or 22 years of regular nightly use in a home), a manufacturer should be able to provide a warranty of at least two to three years. If a longer lifetime is claimed, look for a corresponding longer warranty of perhaps five years. Look for a clear statement of warranty period. 5. Colour temperature LEDs are a coloured light source, and are designed to produce white light using a number of methods. As a result, they actually produce white light in a number of ‘shades’ – just like incandescent and fluorescent lamps – from warm white (similar to a regular, incandescent lamp) to cool white or bluish white (daylight). Look for and make sure to choose the colour that you are most comfortable with.

For an LED lamp to provide equivalent light to the common 50-watt MR-16 dichroic downlight, it must produce a minimum of 480 lumens. To achieve light output equivalent to the best-quality MR-16 downlight, it will emit 900 lumens. Always look for a clear statement of light output in lumens. Unfortunately, the information on some LED packaging is not always accurate. Sometimes, the information on light output will relate to the light source – that is, the electronic LED chip, not the light fixture (luminaire) that uses the chip. Light sources tested under laboratory conditions will always have a higher light output than the LED lamp when used in normal conditions. If unsure about the specifications, intending purchasers should ask the retailer or contact the manufacturer to understand how the light output of the product has been measured. The most useful measure is when the complete light fixture is measured. 3. Lamp lifetime (hours) Some LEDs claim to have very long rated life – 60,000 hours or more – having been tested but under the best laboratory conditions. For high-quality LED products, the expected (and more believable) lifetime is somewhere in the range of 20,000 to 40,000 hours. It is very likely that the

6. Colour rendering index Some LEDs are better at helping the human eye discern colours than others, depending on the method used to produce white light. If possible, look for lamps that have a colour rendering index (CRI) of at least 65 for outdoor use, and 80 or better for indoor use. A new international measurement more specific to LEDs is under development, but in the meantime, the best way to judge how well the LED light influences the colour of objects is to view them installed in the intended application (if possible). Look for and make sure to choose a CRI number to suit the application. 7. Energy efficiency Many people assume that LED lamps must be extremely energy efficient; however, this is not always the case. Many LEDs currently on the market are similar to or a little less efficient than the equivalent fluorescent lighting. Some poorquality LED lamps have been found to be only marginally more efficient than incandescent lighting and less energy efficient than other types of lighting, such as compact fluorescent lamps. continued on page 52

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other certifications have no legal status in Australia, they may indicate that the product meets the required standards. At a minimum, look for a compliance claim to the standard

The energy efficiency of a light is measured in lumens per watt (lm/W)

IEC 62560. 9. Other label or website information

The energy efficiency of a light is measured in lumens per watt (lm/W). If this measurement is not marked on the package, simply divide the number of lumens by the number of watts. The higher the number, the more efficient the product is. Look for an energy efficiency rating on the product. 8. Safety rating All lamps must be safe to operate. At a minimum, this means that they have met mandatory requirements and earned their safety marks. While marks such as UL, CE or

Some ‘information’ on LED packaging may, in reality, be misinformation. Less reputable suppliers may provide a range of logos and other cryptic insignia that have minimal or no value. These may include UL, CE, RoHS, various numbers and green claims (greenwash). Look for and view such claims with scepticism.

Choosing the right light Today, there is a range of efficient lighting products available to the consumer. When you go to select a light that is right for you and where you wish to use it, you should take into account that LED lights may not always be the best choice for all lighting tasks. Compact fluorescent lamps (CFLs), and even halogen lamps may provide you with more light, more efficient lighting and/or better-quality lighting in some cases.

An Australian certification scheme for LEDs

Brand Name: xyz brand Supplier/Product ID: xxx/xxx

LED Performance Solid State Lighting Luminaire Luminous Flux Luminous Efficacy

XXX lm XX lm/W

INPUT POWER

XX W

TEST VOLTAGE 240V

Colour

Correlated Colour Temperature (CCT) Colour Rendering Index (CRI, Ra) LIGHT COLOUR

[3000K WARM WHITE]

Correlated Colour Temperature (CCT)

WARM WHITE

2600K

COOL WHITE

3200K

XXXX K XX

6500K

Visit www.lightingcouncil.com.au for the Label Reference Guide The specifications above are contained in certified or accredited reports provided to Lighting Council Australia Ltd by the manufacturer/supplier of this product. Lighting Council Australia makes no representation as to the product’s specification or suitability.

Dimmable

Non-dimmable

SSL Sample Label

52 • CLUBS AND PUBS MANAGER SPRING 2013

(www.lightingcouncil.com.au).

Where to find more information Many LEDs contain basic information on the product packaging. You can also look on the manufacturer’s website for further information, or ask staff in specialist lighting stores. C&PM

DAYLIGHT

4500K

Lighting Council Australia – a not-for-profit organisation representing Australia’s lighting industry – has developed a labelling-based certification program to assist purchasers of LED products. The SSL Quality Scheme is a voluntary industry program that provides confidence to the market that an LED product carrying the scheme’s label matches certain critical performance claims made by the supplier (energy efficiency, light output, colour temperature and CRI). Registered products appear on a searchable database on Lighting Council Australia’s website

There are several quality certification programs for LED lamps. The following websites have information about quality LED lamps: Lighting Council Australia: www.lightingcouncil.com.au Energy Star: www.energystar.gov Topten: www.topten.info Energy Savings Trust: www.energysavingtrust.org.uk.

Food services One of the stars of the show was Melbourne’s magnificent Royal Exhibition Building, built to host the 1880 Melbourne International Exhibition

Foodservice Australia showcases the best of the best

The heat was on for all those competing at this year’s Foodservice Australia in Melbourne, with prestige and prizes up for grabs in a range of cooking styles – from pizza and chocolate to pies, as well as the most coveted title of all, ‘Rare Medium Chef of the Year’.

eil Abrahams, Executive Chef at the Royal Canberra Golf Club, came out ahead of a record number of 24 competitors to take the title, the trophy and $10,000 cash. Chefs were given just one hour and a mystery box to prepare their best dishes, and were judged throughout the preparation and on the final dish. ‘The judging process was highly detailed, and rewarded the most creative, efficient and capable competitors,’ says Competition Director Gary Farrell. ‘They all had to produce something special using the key ingredients within the time limit.’ John McFadden (Trippas White Group) led a judging panel of highly experienced chefs, including Mark Normayle (RACV Club), Peter Dixon (Epicure), Lisa Morrison (William Angliss), Walter Wagner, Nicholas Blackmore and ‘Black Hat’ George Hill. Abrahams’s winning grand final dishes were a backstrap of veal tartare served with an egg coddled sous vide at 62 degrees Celsius, a warm potato salad and puffed rice; and CLUBS AND PUBS MANAGER SPRING 2013 • 53

Food services

roasted rack of lamb sliced into cutlets, served on polenta with balsamic pine mushrooms, turned vegetables and jus. ‘Neil is an amazing chef and a really nice person, so it was fantastic to see him win the title of Rare Medium Chef of the Year,’ says Claire Tindale, Meat and Livestock Austalia’s (MLA) Marketing Manager Foodservice. MLA was the event’s major sponsor, with its new journal Rare Medium designed to bridge the gap between farm and kitchen. The competition was also supported by William Angliss Institute, Chobani Yoghurt, Alsco, Independent Fisheries, Kikkoman, Sous Vide and Victorinox Knives. Tindale says the pressure was intense for every competitor. ‘The high-profile position of the competition kitchen right at the centre of the show meant that there were large audiences every day, scrutinising their cooking along with the judges,’ she says.

Anna Nicholson from the Hunter Valley Hotel Academy was named Apprentice of the Year, which Head Judge John McFadden believes was well deserved. ‘The winning apprentice was fantastic,’ he says. ‘She listened to the instructions, demonstrated solid technique and was very accomplished overall.’ Other major competitions at the show included the Global Pizza Challenge, Australia’s Best Pie and the Chocolate Grand Prix. At the Global Pizza and Pasta Challenge, the competition was hot and the stakes were high. Finalists included past global champion John Lanzafame, reigning Australian champion Kris Bailey from Pizza Religion, and reigning global champion Simon Best from Augellos. John Lanzafame won Best Pizza with his ‘Winter Lamb Pie’, and Best Pasta with his ‘Pennette with Lamb Casserole’. The Best Dessert Pizza – Italian meringue, continued on page 56

At the Global Pizza and Pasta Challenge, the competition was hot and the stakes were high.

John Lanzafame making his winning ‘Winter Lamb Pie’ pizza 54 • CLUBS AND PUBS MANAGER SPRING 2013

Food services

continued from page 54

... the Restaurant Theatre sessions were very popular, providing information useful to managers and business owners from all corners of the industry. strawberry and basil salsa with salted hazelnut popcorn – was created by Brent Assam from The University Club of Western Australia.

Rebecca Cairns, winner of the Chocolate Grand Prix, with judge Adriano Zumbo

The Global Pizza and Pasta Challenge Team Choice Winner was Joel Viney from Delaware North, with ‘Dengaku Style Smoked Duck and Miso’ pizza. Best Use of Nutella in a Pizza went to Akheel Soltan from Oakhill Pizza for his Sweet Cheese and Nutella Pizza.

John Lanzafame will now compete against pizza and pasta chefs from around the world in the global final, to be held in Sydney in 2014.

‘With John Lanzafame, we have seen what great talent can do. After not competing for almost five years, John has come back bigger and stronger than ever,’ says Head Judge Glenn Austin. ‘The pizza pie and scroll will take off in the industry in a big way.’

Rebecca Cairns from Savour Chocolate and Patisserie School won the Chocolate Grand Prix, receiving tuition and travel expenses to the International Callebaut Academy of her choice. Judge Adriano Zumbo says only two points separated Cairns from runner-up Kye Lim.

Cooking up a winner – Rare Medium Chef of the Year Neil Abrahams from Royal Canberra Golf Club

Nearby at the Australia’s Best Pie and Pastie competition, Nathan Williams from Rolling Pin Pies and Cakes at Ocean Grove took out top honours with his ‘Chunky Beef Pie’, while Matthew Williams (no relation) from Orange Spot Bakery in Glenelg South Australia won the Great Aussie Pastie competition with his ‘Traditional Pastie’. Tony Smith, Baking Association of Australia (BAA) Executive Officer and competition organiser, said Matthew Williams’s win was all the more commendable, as he is an apprentice baker. ‘The standard of entries was, as always, very high,’ says Smith. ‘That’s why it’s great to see an apprentice take out the top award.’ There were also a series of free seminars and workshops running in the Restaurant and Bakery Theatres. According to compere Stewart White, the Restaurant Theatre sessions were very popular, providing information useful to managers and business owners from all corners of the industry. ‘Understanding the new Industrial Relations laws had the audience gobsmacked in disbelief, as the presenters continued on page 58

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FOOD Food SERVICES services

ANDANDE: MAKING ‘CENTS’ OF REFRIGERATION

dande’s patented refrigerated drawers are unique to the marketplace, enabling customers to differentiate their product offerings. The drawers make sure that the cold air is retained when you open a drawer, providing energy savings of up to 40 per cent. Installed throughout quick service restaurants worldwide as well as Michelin-starred restaurants, Adande drawers suit a broad cross-section of foodservice applications. At just 450 millimetres wide, the new Adande compact drawers provide convenient storage next to griddle and fry stations. Compact units also have many other uses, from refrigerated upright bottle storage, to frozen ice and, being small and easy to use, they are ideal for outside catering. With a pass through, or matchbox-like opening ability, the new Adande matchbox drawers provide access to stored ingredients from both sides of an island setup. This supplies an ergonomic solution for commercial kitchens with limited space and also saves valuable time in the kitchen. Each drawer comes with the ability to be set within the range of

–22 degrees Celsius to +15 degrees Celsius at 0.1 degree Celsius increments. C&PM For more details, contact Stoddart today on 1300 79 1954.

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continued from page 56

outlined what they were and their implications,’ says White. ‘The session on “New Ideas for Aged and Healthcare Catering” also brought up some surprising trends, and got the audience asking a lot of questions.’ Meanwhile, over at the Bakery Theatre, there were a series of practical workshops for bakers, patissiers and chefs. Popular presenters included MasterChef celebrity Adriano Zumbo and award-winning baker Brett Noy. Event Director Tim Collett says that the competitions were an exciting feature of the show, while the workshops and seminars allowed visitors to keep up to date with the latest techniques and issues affecting industry. ‘However, the show’s 180 exhibitors are always its most vital element – showcasing all the products and services that keep the industry humming,’ Collett says. More than 5000 visitors attended over the show’s three days, and all were impressed by the new venue. ‘One of the stars of the show this year was definitely the Royal Exhibition Building,’ Collett adds. ‘Built in Melbourne’s boom time gold rush era, the building is majestic and filled with period features. It gave the show a wonderful boutique feeling that encouraged people to stay longer and talk real business with the exhibitors,’ he explains. ‘Big shows are great, but there is no point meeting thousands of people if only a few are relevant. The same goes for visitors who just want to see products especially for them. This show lets people get straight down to business.’

Nathan Williams, winner of Australia’s best pie (centre) with Andrew O’Hara, Vice President of the Baking Association of Australia (left) and Exhibition Director Timothy Collett (right) Best Pie The Foodservice show has been around since 1968 under a few names. Last year, it was taken over by Specialised Events, who rebooted the concept. The huge investment in the promotion and the look of the show is obviously paying off. Next year, the show will move to Sydney’s Royal Hall of Industries and Horden Pavilion at Moore Park from 25–27 May. Collett says the team is already working hard to make it an even bigger and better event. ‘We are listening to what industry wants, and we will keep working hard to add value for exhibitors and visitors,’ he says. ‘This was a great show, but we know it can be even better with more exhibitors and special events.’ C&PM For more information, go to www.foodserviceaustralia.com.au

Presenting the winner’s cheque for $10,000 (L-R) are judge Lisa Morrison, judge Peter Dixon, winner Neil Abrahams, judge John McFadden and judge George Hill

58 • CLUBS AND PUBS MANAGER SPRING 2013

FOOD Food SERVICES services

INSTALL THE RIGHT EQUIPMENT FOR A SUSTAINABLE BUSINESS

n the restaurant trade, consistency and quality are the hallmarks of a strong business. The ability to do this efficiently is the key to a sustainable business. Since 1957, Imperial has produced ovens, fryers and gas ranges from their Californian factory with these goals in mind. Distributed by Safco Australia, Imperial products are making a real impact on the pub, club and restaurant scene. Every chef knows that when you have the right tools in a commercial kitchen, you can better focus on creating great cuisine and satisfied customers. Easy to clean, easy to maintain and packed with awesome features, Imperial as supplied by Safco are the right tools for the busy modern commercial kitchen. This gear is built to a high standard and set to work hard for decades. Safco are specialists in fitting out new kitchens and working with clients updating and refurbishing existing kitchens. Safco will work directly with your team to ensure that you get the right advice on the right piece of Imperial equipment. C&PM

To ignite your inner flame call Safco Australia on 1300 681 142 to arrange an obligation-free consultation. You can also view and download the Imperial equipment catalogue online by visiting www.safcoaustralia.com.au.

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Putting spring in your menu and some grunt INto the bottom line There are a number of formulae and programs to help you run a restaurant profitably, but in anyone’s book, there is one simple and basic tenet that impacts on your bottom line: the cost of goods sold (COGS).

ood cost percentages and categorising the costs are all part of the equation, but the pivotal building block is the COGS – how much can you make on a dish? Australian Pork Limited (APL), the producer-owned organisation supporting and promoting the Australian pork industry, has long held that a dining room can get out of the red thanks to the pink. That simply means putting pork on the menu because it invariably has a higher rate of return – more bang for your centre plate meat buck. In basic terms: patrons love pork, and it’s less expensive than comparable proteins. The price of food, especially meat and fish, continues to spiral upwards, but pork, in its many and varied cuts, is less volatile and less expensive than most. Do the maths: compare a pork cutlet or rack to beef rib eyes or even lamb cutlet or rack. Look at the price difference. A pork scotch is lip-smackingly less than the cost of beef scotch/rib eye, and is massively lower than lamb eye or loin. Pork loin boneless is lower than a lamb loin boneless cut, and pork belly is, on average, lower than beef prime rib. Einstein may have lost sleep over his formula E=MC², but the first and best step to ensure a profitable menu is simple: re-engineer it to ensure that pork is included, and that the meat prominently features early among the menu choices. 60 • CLUBS AND PUBS MANAGER SPRING 2013

Food services

Recent dining trends have made it clear that pork is what the people want – it is always the flavour of the month... the protein du jour. Statistically, the average diner takes around 3.5 minutes to view a menu before deciding on a dish. So, chefs and managers need to make the greatest impact up-front with the best profit-contributing item on the menu in order to increase the chances of customers buying it. And that dish undoubtedly will – or should – feature pork. It’s time to rethink and restructure that menu. Nothing says menu change in Australia like a spring menu, after emerging from the colder months, followed by the surge of sun-drenched summer. Developing menus for each season is an exacting and important process. It reflects the thinking and direction of a venue’s kitchen, and where the chef is going with the flavours and textures that are seasonably available and appealing to patrons. Spring is all about new season produce and freshness – like new season pork and accompanying spring vegetables and fruit. Then summer takes those burgeoning flavours and food pairings to giddier heights. Because fruit and pork complement each other so well, they have been served together for centuries. As fresh produce, they represent the delicious benefit of the sunny seasons of rebirth and plenty. Fruit’s sweetness naturally pairs with that of pork, and the inherent acid in fruit delivers the foil for pork crackling and fattier pork cuts.

Then there is the boneless pork loin – another utility player on the menu. Capitalising on the wave of Latin American food that is sweeping the dining scene can also be an excellent way to decrease plate costs, as there is no better protein suited to this style of eating than pork. Slow-cooked secondary cuts, such as pork shoulder, offer a great way to keep costs down, and are the natural counterpart to tacos and nachos, and are great in American-style pulled pork burgers and sliders. Then there’s the belly. Who would have thought that when the Chicago Mercantile Exchange in the United States started trading pork bellies and pork belly future contracts as ‘futures’ commodities back in 1961, there would be a culinary goldmine equivalent to emerge decades later in Australia? Can anyone think of any cut of meat that has had such a meteoric and widespread rise in food service popularity? And just like good pork belly futures commodities, they are blue-chip profit on a menu. continued on page 64

Fig-glazed grilled pork loin cutlet

Recent dining trends have made it clear that pork is what the people want – it is always the flavour of the month... the protein du jour. This increased market share on menus is good news for club and pub operators and chefs. As the world’s most widely consumed meat, pork is suited to almost any cuisine style, and offers an endless assortment of cuts available across a range of price points. Pork tenderloin is lean, flavoursome and light, making it the ideal warm-weather cut, especially for health-conscious clientele. Tenderloins can be sliced into medallions and served as the star of the plate, or can be cut into strips and used in Asian-style salads. Barbecued ribs and grilled cutlets are a perennial bistro winner, so spring is a great time to give them a try, or to add a new spin on an old favourite as well as the opportunity to change marinades and sides. Pork scotch steak is another winning barbecue alternative. Tender and juicy, this cut can be many things to many cooking styles and dishes. CLUBS AND PUBS MANAGER SPRING 2013 • 61

FOOD Food SERVICES services

DOES YOUR table and buffetware portray the look you are hoping for?

hen planning the details of a new restaurant venture – whether a refurbishment or just a change of look – often the emphasis is put on the ambient design and the menu, leaving the choice of the tableware as one of the last decisions in the planning process. This often leads to poor-quality choices designed to suit a diminished budget. There is a wise saying when it comes to food: ‘You eat with your eyes.’ When making a dish look enticing, the actual plate is as important as what is on it.

recognise that clubs and pubs operate on tight budgets. ‘Our new Echelon and Essentials Buffetware Collection proves that having a tight budget doesn’t mean that your tableware can’t look impressive,’ says Andrew Ross, General Manager Reward Distribution. The new Essentials Buffetware Collection features a range of unique shapes that can be mixed, matched and displayed either as a set or individually. Reward Distribution can provide a unique serving solution to bring its customers’ concepts to reality – one that is only limited by their imaginations.

In a culture that loves reality cooking shows, clubs and pubs are competing for savvy consumers who are increasingly expecting better quality from the food and the full dining experience. Reward Distribution listened carefully to its customers, and responded by developing exciting new ranges that meet the challenge of quality, functionality and style. Echelon fine tableware brings a refined combination of elegance, with its brilliant white surface; quality, with its fiveyear chip-resistant warranty; and functionality to suit every dining experience, from casual to à la carte.

‘Functionality is paramount in the high-impact environment of clubs and pubs, and our Echelon and Essentials Buffetware commercial crockery ranges tick all the boxes. Our goal is to bring quality products to the market at affordable prices,’ says Andrew Ross.

Reward Distribution understands that the full dining experience is what keeps a customer coming back, and

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Customers agree with Reward Distribution. With increasing demand, Reward Distribution’s new Echelon and Essentials Buffetware Collection has found an overwhelming acceptance in a variety of food service operations. C&PM

Food services

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front, you can hardly compare pork belly with loin or rump, or even a rack. From an adaptable menu item as an entrée and main, to its profitability, nothing delivers like pork belly. The belly is just part of the global trend of nose-to-tail eating. Nose-to-tail eating is a phrase that has become associated with Fergus Henderson, famous chef and owner of London’s lauded St John Restaurant. When you think of Fergus and nose-to-tail, you just have to think of pork; from his fried pig’s tail to his ‘pig’s head salad’ and ‘trotter gear’. While nose-to-tail eating has become a fashionable notion in many dining quarters, it is certainly a highly cost-effective regime. But there is some clear Fergus thinking behind it. ‘It’s disingenuous once you knock it on the head not to eat it all – it seems common sense and even polite to the animal to use all of it,’ says Henderson. ‘Rather than being testosterone-fuelled bloodlust, it actually seems to be a gentle approach to meat eating... so we are exploring what lies beyond the fillet. What other animal lends itself to the table as well as a pig?’

Stuffed trotter and ear salad Initially, pork belly – an inexpensive staple of Chinese cuisine – appeared on a few top-end restaurant menus. Notably, Peter Gilmore of Quay Restaurant, Sydney’s winner of multiple national restaurant of the year awards, has been attributed as the ‘father’ of the pork belly and scallop combination. From these lip-smacking appearances on a few menus, the trend has since spread across more and more menus right through to cafés. And why not? Pork belly is an inexpensive cut, easy and forgiving to cook, and dining patrons can’t get enough of it. Pork belly is a passport to flavour, indulgence, satisfied customers, and a healthy bottom line. While APL has made a point of reassuring consumers that 14 cuts of pork get the Heart Foundation’s tick of approval for their leanness, pork belly thumbs its nose at the very notion of ‘lean’. But Australians generally don’t eat out to pursue diets. Going to lunch or dinner is a treat: an indulgence – a reward for most – so diners enjoy themselves. For a chef, there really isn’t a protein cut that compares with pork belly. Beef tenderloin, strip loin or even rib eye don’t have the same appeal and versatility, and on the lamb

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Pub chef Colin Fassnidge is a PorkStar, so dubbed by APL as one of Australia’s group of culinary wizards with pork. PorkStar is a national food service program in which top chefs cook for other top chefs, influencing the influencers. By showcasing specially designed pork menus, the program provides a funky occasion for inspiration and enjoyment. Fassnidge is an unstoppable talent, with pork as his preferred protein. Despite his media fame and reputation, he doesn’t chase culinary trends or styles. Fassnidge steers his own gastronomic course. Collecting a second Sydney Good Food Guide hat, with his French bistro style with a contemporary twist, proves that his porkstudded menu has struck a well-appreciated chord with discerning diners. Equalling and bettering some of Sydney’s leading whitecloth dining institutions was inevitable for this classically trained, astute and cheeky Pub PorkStar. From the very early days, his pub menu was all about pork and all the secondary cuts to keep costs down, while giving patrons delicious and memorable dining experiences. His pig ear schnitzels are legendary, and he serves more than 100 pig’s tails a week. ‘At the Four in Hand pub, we always do a lot of pig – and we also do the whole pig. It’s very versatile. I can get 20 or 30 different dishes out of one pig,’ Fassnidge says. ‘Being a chef is my hobby, my job, my passion.’ And central to that passion is pork. C&PM

Food services

Richard Ptacnik’s PORK TENDERLOIN

• 100g rock salt

WRAPPED IN PANCETTA WITH PARSNIP

• 2 sprigs thyme

PUREE, BLACK PUDDING, CRISPY PIG’S

• 2 sprigs rosemary

EARS AND APPLE, PRUNE AND WALNUT

• 5g garlic

SALSA

• 200ml extra virgin olive oil

(SERVES 4)

INGREDIENTS: • 2 pork tenderloins (approximately 700g total) • 125g pancetta, thinly sliced • 2 whole pig’s ears • 200g black pudding • 550g parsnip • 1/2 litre cream • 1/2 litre milk, full cream • 2 Granny Smith apples • 100g dried prunes, halved • 50g walnuts • 10mL walnut oil • 1 bunch chives, finely chopped

• 300mL cottonseed oil

METHOD: 1. Take the thyme, rosemary and garlic, and add to a food processor. Blitz for about one minute, then add the rock salt and pulse a few times to mix the herbs through, making sure not to blitz the salt to powder. Remove from the food processor and sprinkle the salt over the pig’s ears. Leave for two hours and then wash the salt off and pat dry the ears. 2. Place the ears in a pot with the extra virgin olive oil and bring to 110°C. Cook at this temperature for approximately three hours or until tender. Remove from the oil and allow to cool until the ears are manageable to handle. 3. Using your hands, remove the cartilage and put the ears onto a tray in the fridge to set. Once set, cut ears into small thin strips and shallow fry in the cottonseed oil at 170°C until crispy. Remove from the oil and place onto some paper towels.

• Pink salt, to taste

Richard Ptacnik Pork Tenderloin wrapped in pancetta

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4. Peel the parsnips and cut into small, even pieces. Place into a large pot and cover with even parts milk and cream. Cook until the parsnips are soft. Strain the liquid and then blitz in a blender until smooth (be sure to keep some of the cooking liquid in case the puree is too thick). Pass the puree through a chinois and season with salt. Keep covered in a pot until ready to reheat.

8. To make the salsa, place the walnuts on a roasting tray and cook until golden for approximately five minutes. Remove and allow to cool. Take two apples, peel, and on a mandolin, slice pieces 10 millimetres thick and dice evenly. Once cut, place into a bowl with the halved prunes, chives, walnuts, walnut oil and salt. Mix and keep aside until ready to plate.

5. Take the pork tenderloins and cut into four even pieces. Place the thinly sliced pancetta onto baking paper, slightly overlapping each other until the length of the pork is reached. Lay the pork at the front of the pancetta and roll until the pancetta is wrapped around the pork one and a half times (do not wrap too tightly, otherwise it will banana when cooking). Leave to the side until ready to cook.

9. Cut the black pudding into five-millimetre-thick pieces, keeping the shape of the sausage. Allow five pieces for each portion. Heat a large pan with a little oil and seal the black pudding on both sides just before serving.

6. Preheat oven to 200°C. 7. Heat a non-stick pan – until just smoking. Add the pork and seal on all sides until the pancetta is golden and crispy all over. Place on a tray and put in the oven for approximately two minutes. Remove the pork and place on a cake rack to rest.

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10. Reheat the pork in the oven for two minutes and then place on a chopping board. While the pork is in the oven, reheat the parsnip puree. 11. Place a spoon full of puree on the left hand side of the plate and, using the back of the spoon, make a smear across the plate. Add the salsa in the centre of the puree. Slice the pork into five pieces and, when plating, put a piece of black pudding after each piece of pork. Finish with the crispy pig’s ears and season with salt. C&PM *Recipes courtesy of Richard Ptacnik, head chef at Sydney’s Otto Ristorante.

FOOD Food SERVICES services

THE ITALIANS COME CLEAN ON DISHWASHING

hen you think of power, you think of big! Not so with Eurowash dish/glass washers by Safco Australia. The compact footprint of the conveyor and under-counter unit is just one of the amazing benefits of this Italian-made powerhouse of the efficient, modern commercial kitchen. Waterproof touch panels, cavernous wash chambers and advanced pump technology translates to more dishes and glasses washed better and faster with lower associated costs. Hygiene is a critical factor in a reputable and efficient kitchen. The Eurowash range combines high-tech electronics and sensing technology with low-tech useability, to ensure that you clean at the right temperature for the right amount of time, every time. You will save time and money with every wash! Safco are specialists in fitting out new kitchens and working with clients updating and refurbishing existing kitchens. Safco will work directly with your team to ensure that you get the right advice on the right ware washing machine to best suit your business needs C&PM

Call Safco Australia on 1300 681 142 to arrange an obligation-free consultation. In the meantime, view and download the full Eurowash equipment catalogue online by visiting www.safcoaustralia.com.au.

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FOOD Food SERVICES services

POPULAR bar snacks without the kitchen F

or many venues, there are large windows of time when the kitchen is closed. There are also times when orders for bar snacks and meals impact on normal kitchen trading and require staff members to ferry food from the kitchen to distant bars in hotels and clubs. What if bar staff could prepare the food right there behind the bar? What you need is a kitchen in a box. Consider a Perfect Fryer for this application. It can be turned on and ready for action 24 hours a day. It takes up a very small amount of bench space, allowing it to be placed within a bar area or cafe counter. It is fully enclosed and doesn’t require any kind of ventilation or exhaust. It is fully automated, with programmable cook settings, which allow any staff member to use it and cook consistently high-quality fresh-fried bar snacks, which offer great profit margins and an average cooking time of two to five minutes. There are three models of Perfect Fryer to suit different bars and applications. Fried food can be cooked directly from the fridge or freezer. It is a traditional and very popular food that sells well. Fried food offers margins of around 70-80 per cent or more, depending on the offer created. Many venues will prepackage food into serving sizes, allowing staff to easily

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empty bag contents into the fryer, press the appropriate program, and that’s it. Once cooked, food will automatically dispense, ready to put into a bowl and give to the patron. The ability to offer food at all hours, regardless of whether the kitchen is open or closed, can create great value in many areas and business types. Gaming rooms, sports bars, cafés, pubs and hotels can all benefit from installing a Perfect Fryer. Additionally, the Perfect Fryer cooks food unbelievably well – you need to try a chip cooked in the Perfect Fryer. For help creating a bar snack menu, machine costs or finance options, call Perfect Fry Co 1800 265 771.

FOOD Food SERVICES services

SOMETIMES, looks do matter

our food makes a statement. Why shouldn’t your kitchen?

Until recently, the design of heavy-duty, commercial kitchens has focused largely on performance – on providing the ultimate convenience and functionality, and being modular enough to suit the specific needs of every kitchen. While aesthetics have always been a priority, most manufacturers have typically played it safe, opting for neutral, practical and industrial designs that blend seamlessly into any restaurant environment. Now, Moffat has changed the rules of heavy-duty kitchen design forever with their remarkable new Waldorf Bold range. This high-performing offering has all the equipment, power and innovation you would expect from Moffat, but with a sleek, new aesthetic twist. Designed for innovative chefs who want their kitchens to look the part, the Waldorf Bold range is available in three striking colours: deep burgundy, chilli red and dramatic black. From every angle, the lines are sleek, seductive and sophisticated – right down to the custom plinth mounting. An impervious enamel surface has been applied to all nonfunctioning stainless steel pieces, to give the overall solution a refined edge – without imposing on usability. Importantly, despite its supermodel looks, the appeal of Waldorf Bold is anything but superficial. This new range also impresses in terms of functionality, and enhances the

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Waldorf 800 Series’ highly regarded speed, power and efficiency. According to Michael Lillico, Moffat’s General Manager of Sales and Marketing, this daring new range is all about bringing colour and fun back into the kitchen. ‘It’s about restaurateurs and businesspeople being able to make a choice about how they want their businesses to be seen. This release is all about choice. Moffat gives operators the ability to tailor and personalise their commercial kitchens, so they can have a design that represents their business,’ he says. ‘Offering Waldorf Bold should give more reason for restaurateurs to bring the Moffat cooking equipment to the front of house,’ he adds. Indeed, with many contemporary restaurants opting for an open-plan layout where the kitchen is literally on display, Waldorf Bold enables restaurateurs to showcase their kitchens with true confidence, and actively involve customers in the entire food experience. So if your kitchen needs to attract and enthral – as well as perform – why not make a bold choice? C&PM Visit www.moffat.com.au for more information, or call 1800 023 953 to speak to a sales representative who can identify a solution that’s right for your business.

Food services

How to create a menu

with enticing vegetarian options

By Adele McConnell, Vegie Head

I am often approached by managers of cafés, restaurants and bars, who ask about best approach to integrating vegetarian and vegan food into their menus. It’s not hard, I promise! Breakfast menus

he number of breakfast menus that lack a big vegetarian breakfast option astounds me. Apart from ordering a whole lot of sides or a Bircher muesli (usually a dairy base, so not ideal for vegans), the options are quite limited. To have a slow-cooked bean dish topped with avocado and fresh herbs, and served with sourdough bread, would be delicious, as would a dairy-free Bircher muesli or parfait served with a warm compote, which are easily made using ingredients on hand, can be prepared and possibly cooked in large batches, and are a cost-effective option. These dishes also appeal to a larger market than just vegetarians and vegans – which is the key to a successful menu.

Adele McConnell

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continued on page 74

FOOD Food SERVICES services

SKOPE REFRIGERATION CHOSEN FOR BUSY CASINO

t Christchurch Casino, food hygiene and safety is paramount. In the recently refurbished Warren and Mahoney-designed Grand Café, the mood is elegant and theatrical, with the design creating a fresh, flexible and functional restaurant. The café is a key element in positioning Christchurch Casino as a leading entertainment destination post-earthquake. In the Grand Café kitchen, Pegasus upright and horizontal foodservice cabinets meet the requirements of a seven day a week, hectic hospitality environment, and ensure that stringent food safety requirements are met. Upstairs, the Monza Sports Bar provides an alternative location for dining and refreshments. Two four-door SKOPE stainless steel remote back bars, with sliding doors, provide a stunning wall of glass. Based in Christchurch, New Zealand, SKOPE designs and manufactures commercial refrigeration and foodservice products for the hospitality and retail sectors, including restaurants, cafés, clubs, pubs and casinos. The SKOPE brand focuses on excellence, and it is the refrigeration brand of choice and a market leader in the industry. C&PM

Depend on us for the best in refrigeration.

For further information, phone 1800 121 535, or go to skope.com. From restaurants, bars, and conference facilities to commercial kitchens, supermarkets and everything in between.

Getting the best commercial refrigeration for your club or pub couldn’t be easier. With an extensive product range including blast chillers, coolrooms and the ability to customise, we have the right solution to suit your on-going needs. Contact us today to find out how we can help you.

1800 121 535 skope.com

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Food services

continued from page 72

Breakfast menu ideas: • mashed avocado, coriander, chilli and lemon juice on sourdough bread • slow-cooked beans served with spinach and roasted baby tomatoes • vegetable and tofu scramble • brown rice porridge with almond milk and fresh fruit • a Middle Eastern breakfast of flat bread, olive oil, hommus and za’tar, with grilled vegetables.

Lunch menus Think outside the box. Salads, while perfect for some, can also be unappetising if not made fresh. Opt instead for vegetable-based curries, soups and pasta dishes that can be filling and appeal to everyone.

Lunch menu ideas:

Pumpkin and chickpea tagine

• vegetable korma, naan and rice

• 2 cloves garlic, minced

• Thai green curry (paste made with no shellfish ingredients)

• 1 tsp cinnamon

• slow-baked gnocchi with a Napoli sauce

• 1 tsp turmeric

• roasted vegetable soup with fresh sourdough bread.

• 1 tsp sweet paprika

Dinner menus

• 1 tsp cumin

Dinner can certainly be a reflection of the lunch menu, or can include a number of other options. Quinoa bakes, stuffed vegetables and a layered vegetable lasagne are all very popular for dinners.

• 4 cups pumpkin, diced

Dinner menu ideas: • baked quinoa loaf with vegetables • stuffed capsicums filled with a Moroccan pilaf, raisins and nuts • layered moussaka – all vegetables and with a lentil sauce. All of the dishes mentioned above have been successfully integrated into menus, and have been popular with vegetarians, vegans and meat-eaters alike. The following is an easy example of a vegetarian option that can star on your menu.

Pumpkin and chickpea tagine • Serves 4

INGREDIENTS • 1 tbsp coconut oil • 1 large brown onion, sliced into rings

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• 2 cups tomatoes, diced • 1 cup water • 1 1/2 cups chickpeas, soaked overnight and boiled, or canned – drained and rinsed

Method 1. Heat oil in a tagine (or large pot) over a medium heat. Add onion rings and garlic, and sauté until soft – for about five minutes. 2. Add cinnamon, turmeric, sweet paprika and cumin, and stir to release fragrances. 3. Pour in tomatoes, water and chickpeas (if you are using a small tagine, you may need to halve the tomatoes and water, and add these ingredients once mixture has reduced). 4. With the lid on, bring to a gentle boil. Stir, then replace lid and allow to simmer for 15 minutes. 5. Check regularly and stir gently, adding more water as needed, one tablespoon at a time. 6. Add pumpkin and cook for a further 15–20 minutes, stirring gently. 7. Serve with fresh coriander, vegan sour cream, and cracked pepper to taste. C&PM

EDUCATION AND TRAINING

TAKE ADVANTAGE OF CHISHOLM’S FREE TRAINING NEEDS ANALYSIS FOR YOUR STAFF

f you own or manage a business in the hospitality industry, Chisholm can help you to assess staff training opportunities and plan for the future.

A Training Needs Analysis is easy. An experienced Chisholm assessor can meet with your staff, interview your staff and document their qualifications, experience and future aspirations, as well as provide you with a customised staff training plan. Experienced staff can also gain credit for their workplace knowledge and proficiency, which may reduce the duration of their qualifications. Chisholm has been delivering quality hospitality training in Melbourne’s south-east since 1998. Our nationally recognised courses are taught by passionate professionals who are experts in their field.

Chisholm TAFE is the largest provider of tertiary and vocational education in Melbourne’s south-east. With stateof-the-art facilities, professional training and support, your staff will enjoy studying at Chisholm. C&PM

We can train people in areas such as responsible service of alcohol (RSA), occupational health and safety (OH&S), commercial cookery, patisserie, tourism and catering operations.

To book a Training Needs Analysis for your business, please call Michael Villani on 03 9238 8484 or email Michael.Villani@chisholm.edu.au.

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

ONLINE PATHWAYS KEY TO HOSPITALITY UPSKILLING AND RETRAINING

xperienced hospitality staff are in more demand than ever, with skilled candidates worth their weight in gold. But for many ambitious professionals looking to further their career in the industry, finding the time to retrain while working full-time proves almost impossible. However, Australia’s most highly respected and well-known hospitality institution, William Blue College of Hospitality Management, offers flexible study options for those who are already employed, remotely located students, or those with other commitments. The college even allows students to personally tailor their course to suit their circumstances by providing them with multiple entry and exit points. Specialising in hospitality, tourism, event management, business management and commercial cookery, William Blue offers a range of diplomas, advanced diplomas and bachelor degrees – of which the diploma and bachelor programs are available completely online. William Blue maintains strong industry connections, creating a unique learning experience that satisfies learning goals and schedules, whilst also fulfilling hospitality industry requirements. William Blue also offers an articulated pathway to the prestigious La Trobe University, where students can complete the final year of their Bachelor of Business (Tourism and Hospitality) degree at the William Blue campus.

boards were such a great help and the lecturers played a very active role to ensure that my questions and comments were always answered.’ Despite not being on campus, Morgan also found establishing relationships with his lecturers and other students easy, and made the most of William Blue’s focus on helping students advance their careers. ‘The forums are a great platform to meet other students, find common interests and identify solutions together. William Blue’s career management facility also offers great opportunities, and I’d encourage anyone who’s thinking of studying online to interact with and utilise the great knowledge and practical experience of your lecturers as well. ‘I loved my course and the skills I gained. It was an opportunity that I really enjoyed, especially in that learning online enables you to study in a favourite café, park or even on the way to work!’ William Blue College of Hospitality Management is conveniently located in North Sydney, enrolments for the September trimester are filling fast; enrol now! Classes commence 23 September 2013. C&PM

Morgan Stephenson recently completed an online Bachelor of Business in Hospitality Management at William Blue while working full time. ‘From a professional standpoint, studying online at William Blue allowed me to continue my career progression in a full-time capacity, while still studying towards my academic goals. I was able to learn from lecturers who have real industry experience and have worked in a position that I aspired to be in.’ Morgan now works within the InterContinental Hotels’ prestigious I-Grad program, and attributes his newly appointed position to both the course and the career management team at William Blue. ‘I chose William Blue for both the academic learning and professional experience the college offered, and my academic transcript has been a great asset along my career path,’ he explains. Morgan found the workload very manageable, and says that the ease of navigating the online learning portal made for an enjoyable learning environment: ‘The discussion

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Visit http://www.williamblue.edu.au/ to apply.

EDUCATION AND TRAINING

The benefits

of mentoring

It is common knowledge that being mentored is extremely valuable to an employee. But did you know that it also boasts myriad benefits for the mentor, the manager and even the organisation in which the mentee works? Clubs and Pubs Manager (C&PM) has enlisted the help of hospitality industry mentor Peter Adams to explore how best to approach mentoring in clubs and pubs. C&PM: What are the benefits of having a mentor for managers and staff within the clubs and pubs industry? Mr Adams: Having mentors for your junior and senior staff members provides a multitude of benefits. A good mentor can enrich an employeeâ&#x20AC;&#x2122;s workplace experience, which will make them more motivated and effective. Being mentored will also usually mean that the staff will have greater knowledge and a more sound understanding of how best to conduct their job.

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EDUCATION AND TRAINING

William Angliss Institute Compliance and TAB Training With increasingly regulated gaming and hospitality sectors, it is vital to protect your business with up-to-date staff training. As an individual looking for work or wanting to increase your skills, compliance training will assist you to secure a job or multi-skill you in the industry. William Angliss Institute works in partnership with the Australian Hotels and Hospitality Association and Clubs Victoria to provide training to people employed or seeking employment in the licensed hospitality industry. Industry based training includes:

Apprentices learning about how to cut and cook Wagyu Beef, Mayura Station One of the greatest benefits to be gained from having your staff mentored is that, because of the greater knowledge and better workplace experience they are exposed to, the mentee will be far more satisfied in their work, and far more likely to stay in their role or workplace. This means lower recruitment costs and saving a lot of hassle that can come from the constant training of new staff.

• Liquor Courses (Responsible Service of Alcohol and Licensees’ First Step) • Gaming Training (Responsible Service of Gaming and RSG Refresher) • Food Hygiene and Food Supervisor Training • Food Allergens • Interstate Compliance Programs • Online Training Programs • Pre-employment Programs • TAB Wagering Training (TAB Operators Course and TAB Manager’s Program) Visit www.angliss.edu.au or shortcourses.angliss.edu.au or call 1300 ANGLISS (1300 264 547) for more information.

C&PM: How would club and pub staff go about trying to find an appropriate mentor? Mr Adams: There are two avenues that can be taken to find a mentor. The first is for an employee to approach a more senior person in their workplace or industry who has experience similar or relevant to that which they would like. The employee should talk to their mentor about their goals and aspirations, and ask for guidance with regard to achieving these goals. Staff members should pick a mentor who they feel relaxed talking to, and who has been successful in achieving goals of their own. The second way that club and pub employees can find a mentor is by engaging a mentor from a government-funded, industry-specific mentoring program. Industry-specific mentoring programs have been rolled out across Australia. These programs comprise mentors who have a wide range of industry-specific knowledge and access to a range of government assistance and support networks. More information about industry-specific mentoring programs can be found at: www.australianapprenticeships.gov.au/program/australianapprenticeships-mentoring-program

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EDUCATION AND TRAINING

individual goals. Look for warning signs that they might be struggling, and give them support and guidance through the tougher times. Realise when the problem is too large or complicated for you to fix, and connect them with professional help services. Make sure that you take the role of being a mentor seriously. Ensure that you have enough time to guide the employees, and if you do not have the time, consider helping them find a new mentor. Listen to their goals and ideas and support them; don’t try to push your own agenda, goals or experiences upon the mentee. C&PM: Can you tell our readers a little about the hospitality mentor program that you are involved in? C&PM: How important is having a mentor in terms of professional development? Mr Adams: A mentor is someone who can guide an employee in their journey to reach their goals and aspirations. Mentors will guide students and support them by using their own experiences. This can dramatically reduce the amount of time that it takes for an employee to achieve goals. Mentors will suggest opportunities that will see the mentee grow professionally, and their wealth of knowledge will help staff to solve difficult problems and overcome obstacles in a professional and effective manner. A mentor might also give an employee access to experiences and networking opportunities to which they would otherwise not be privy. Having a mentor is a major advantage to anyone who wants to take a proactive approach to their professional development. C&PM: In terms of communication, how much interaction would you advise club and pub employees have with their mentor? Mr Adams: The more interaction an employee has with a mentor, the more likely they are to gain the full benefits of having a mentor. If the mentor is not fully aware of an employee’s current situation, obstacles and goals, they can’t advise and guide their student on the best way to overcome those obstacles and achieve their goals. Monthly contact with a mentor is ideal if everything is going well, but the mentor should be contacted as often as the employee feels is necessary for further advice or guidance. C&PM: What tips can you give to managers in the industry who are mentoring their employees? Mr Adams: Look for opportunities that will develop your employees, and those that will help them fulfill their

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Mr Adams: We run the Hospitality Mentor Program, which is a joint initiative of Hospitality Group Training (HGT) and the South Australian Government. The program is aimed at apprentice chefs, and the chefs and business owners who supervise them. It is open to all apprentice chefs and their supervisors in South Australia, and participation is completely free. It not only offers support and guidance, but also takes the apprentices and chefs out of workplace educational experiences. These experiences range from: • monthly meetings in the Central Markets, which are hosted by some of the best chefs in South Australia and involve tastings, looking at products, and discussing interesting new produce and cooking styles • tours to local food producers and ‘behind the scenes’ looks at how produce is made or grown • cooking competitions and hospitality trade shows • promoting the use of local and sustainable produce in South Australian kitchens • networking events. The program also has a monthly newsletter and a Facebook page, which keep participants (and anyone else who is interested) up to date with industry news, and details on upcoming events and opportunities. Mentoring is extremely fulfilling and beneficial for both the mentor and the employee, and we cannot recommend it highly enough. C&PM For more information on the Hospitality Mentor Program, please see www.hospitalitymentorprogram.com or the Facebook page – Hospitality Mentor Program.

CashPoint EFT Australiaâ&#x20AC;&#x2122;s largest provider of under-the-counter EFT cash dispensing solutions Ensuring secure, convenient and compliant cash dispensing in your venue.

Weâ&#x20AC;&#x2122;re ready to assist you now. Equipment, installation and maintenance ALL PROVIDED FREE. Call us to organise a live demonstration at your venue.

1300 ATM MAN (1300 286 626) www.cashpoint.com.au

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