2039 c p summer 2013 lowres by Executive Media

CLUBS&PUBS manager Summer 2013â&#x20AC;&#x201C;2014

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Contents FINANCE Time to dust off your old investment policy?

NEWS This year’s Furniture Design Awards support design excellence 4 Cash dispensing and your venue

Indigenous Culinary Program empowers young Indigenous chefs 14

GAMING Responsible gambling: what’s the big deal?

What is pre-commitment? 24

INTERIORS AND ARCHITECTURE A hardwood floor will add a touch of class

No room for a playground?

The power of landscaping in business

ENERGY AND LIGHTING Published by:

A tale of two hotels

Making the switch to energy-efficient lighting

BEVERAGES 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: Bondi Icebergs Club, designed by 2RKS Architecture + Design. Photographer: Alex Donnini Photography. 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.

Red jewel of the Coonawarra – 30 years young

FOOD SERVICES Provenance is nothing to be ham-fisted about

A new era in online ordering for the food service industry has arrived! 45 Celebrity chef’s cool new Christchurch restaurant venture 47 Ham recipes for summer

What’s for dinner? Asparagus!

Adande: Making ‘cents’ of refrigeration

Why serve organic? 54 Make the best of your business with Scotsman ice! 57 Polish-free glassware and cutlery

EDUCATION AND TRAINING Upskilling and working within the local community

Customers wait, grind their teeth and then never come back 62

CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 1

FINANCE

TIME TO your DUST OFF old investment policy? Community First Credit Union Chief Executive Officer and ex-Director of Port Kembla Grange Golf Club John Tancevski provides some important guidelines on reviewing your club’s investment policy.

n these difficult economic times, it is important to maximise the returns and cash flow of your club. So, now is a great time to dust off your club’s old investment policy, and update it based on current prudential guidelines, not historical banking relationships.

MOVING FROM ‘TREASURER’ TO TREASURY MANAGEMENT The role of treasurer has evolved into a more complex role of treasury management that oversees the club’s working capital, cash flow and revenue generation from investments. It needs to be underpinned by a good investment policy sanctioned by the club’s board, in which the management of the club provides clear guidelines for action on a day-today basis. A good investment policy will answer the following simple questions: • What financial institutions can your club invest with? • What products can your club invest in? • What period of your time can you invest?

WHO SHOULD I INVEST WITH? If your club is looking to deposit its excess cash somewhere, your safest choice is to go to an Authorised Deposit-taking Institution (ADI), licensced by the Australian Prudential Regulation Authority (APRA) and regulated by Australian Securities and Investment Commission (ASIC). You can identify a list of ADIs by visiting www.apra.gov.au/adi/pages/adilist.aspx. You will find Community First Credit Union listed there. Deposits with an ADI are also covered by the Financial Claims Scheme, more commonly known as the Government Deposit Guarantee. The Financial Claims Scheme includes

2 • CLUBS AND PUBS MANAGER SUMMER 2013–2014 X

a deposit guarantee of $250,000 per person/entity per financial institution. For more information on the permanent Government Deposit Guarantee, visit www.guaranteescheme.gov.au.

WHAT ASSETS SHOULD MY CLUB INVEST IN? Every club needs to meet financial obligations or liabilities when they arise, so it is advisable to only invest in highly liquid assets that are capital-guaranteed. Typically, these are at-call accounts or term deposits, offering a fixed term of no greater than one year. Credit ratings are no guarantee of security of funds invested and refer to the company’s ability to pay creditors or dividends. Financial institutions like Community First are also regulated by the Banking Act 1959, and depositors – not creditors – have first priority for payment. There is a difference between a depositor and a creditor, so an APRA licence is more important than a credit rating – and that’s why the Australian Government has introduced a permanent deposit guarantee.

HOW CAN COMMUNITY FIRST HELP? As a like-minded, memberowned financial institution, we can provide a free review of your club’s current investment policy. If this is of interest to your club, please don’t hesitate to contact John Tancevski, Chief Executive Officer, on jtancevski@communityfirst.com.au. C&PM

Community First Credit Union Limited ABN 80 087 649 938 AFSL/Australian Credit Licence No 231 204. The contents of this article have been prepared without taking into account your objectives, financial situation or needs. Because of that you should, before taking any action to acquire any of the financial products mentioned in this article, consider whether it is appropriate with regard to your own objectives, financial situation and needs.

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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 01/09/13 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. ^Rate is current as at 01/09/13 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. This offer is not available with any other offer and can be withdrawn at any time. For full terms and conditions visit www.communityfirst.com.au. Community First Credit Union Limited ABN 80 087 649 938 AFSL/Australian Credit Licence No. 231204.

NEWS

THIS YEAR’S

FURNITURE DESIGN AWARDS SUPPORT DESIGN EXCELLENCE

More and more venue managers are choosing Australian-designed furniture for their clubs and pubs, reaping the benefits of innovation, quality craftsmanship, and unique and sustainably sourced materials. The prestigious Australian Furniture of the Year Awards (AFOTYA) recognise the best of the best in furniture design and manufacture.

he prestigious AFOTYA are the highlight of the Australian furniture industry calendar. These awards acknowledge excellence, and encourage innovation and design within the industry. Nominations are received from across the nation for various categories, including: • Excellence in Australian Furniture Manufacturing • Use of Australian Native Timber • Manufacturing Design • Interior Design • Commercial Furniture • Marketing • Student Design • Retailer of the Year • Supplier of the Year • Best of the Best.

4 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

CONTINUED ON PAGE 6

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CONTINUED FROM PAGE 4

The 2013 AFOTYA winners were announced at a blacktie gala presentation dinner held at the Hyatt Regency, Perth, on Friday 23 August 2013. Inspired by James Bond, the night featured a Bond-themed dance performance, illusionist Raymond Crowe, entertaining banter between the evening’s commentators, Russell Woolf and Verity Jones, and the best of local produce on the menu. The AFOTYAs continue to be an important part of the Australian Furniture Association’s promotion of design

Neo by King Furniture

City Square by Atelier Furniture

6 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

and innovation for the furniture and bedding industry. The awards offer Australian manufacturers a national stage to showcase the year’s best new products, while also recognising excellence in business and individual contributions in the supply chain. These annual awards play a pivotal role in encouraging furniture industry leaders to strive to fulfil their potential, to grow the sector for all Australians, and to celebrate what is truly great about Australian furniture.

THE DESIGN AND QUALITY SHOWN IN THE COMMERCIAL SECTOR OF THE AWARD CATEGORIES IS SOMETHING TO GET EXCITED ABOUT. THE RANGE OF PRODUCTS – FROM ONE-OFF FURNITURE PIECES TO COMPLETE VENUE FITOUTS – HIGHLIGHTED THE VAST ARRAY OF GOODS AND THEMES FEATURED IN THIS BURGEONING MARKET SEGMENT CONTINUED ON PAGE 8

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The Ultimate DJ Booth by Sharbel Nemer

COMMERCIAL CATEGORY The design and quality shown in the commercial sector of the award categories is something to get excited about. The range of products – from one-off furniture pieces to complete venue fit-outs – highlighted the vast array of goods and themes featured in this burgeoning market segment.

manufacturers that adopt truly innovative design and manufacturing processes, and quality materials and finishes, to create brilliant pieces. The sleek design, innovation and customisable nature of the Neo caught the attention of judges, who felt it was the embodiment of luxury and personal comfort, incorporating technology with style.

The category of ‘Excellence in Commercial Furniture – Interior Fit-outs’ received an overwhelming number of nominations, ranging from restaurant redesigns to office developments. The national winner of this category was Atelier Furniture for its Western Australian ‘City Square’ project – a full building fit-out featuring extensive quantities of wall panelling in the high-end ‘crib room’, meeting room credenzas, noticeboards and whiteboards, spacious kitchens, and island benches, creating a sense of openness. Adding to the quality of the piece was the fact that the fit-out was fully constructed to be compliant with Green Star requirements. Based in Victoria, Hotfurn Interiors took on the project of refurbishing the dining area of a Zagames restaurant. A strong finalist at the national awards level, this project included new circular booths, providing patrons with a more intimate seating option. Further refurbishments were made to a large volume of dining chairs (470 to be exact), as well as new tabletops, which refreshed and renewed the family restaurant. The national ‘Best of the Best’ title went to King Furniture for the ‘Neo’ lounge. This award is granted to exceptional

8 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

Zagames (Boronia) by Hotfurn Interiors

NEWS

While every award is significant, the award entitled ‘Excellence in Student Design’ is a particularly exciting category. This award identifies young Australians with a passion for the furniture industry, and rewards thinking and foresight that focuses on the harmonious combination of design and manufacturing, reflecting the bright future of Australian furniture manufacturing. This year’s winner, Sharbel Nemer from Kangan Institute in Victoria, combined his passion for furniture with his love of music to create the ‘Ultimate DJ Booth’. This custom-built DJ Booth is comfortable to play on and just as attractive to look at. Housing four CD players, two turntables and a mixer, it is set off with blue LED lighting strips embedded as shadow lines to create a fusion of sound and light when in use. According to judges, it is the ultimate in concept, design and construction by a master craftsman for the future.

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The range of new products by Australian designers and manufacturers is something to highlight, celebrate and encourage. All finalists shone bright, and category winners can be viewed at www.afotya.com.au.

FURNITURE INDUSTRY From making furniture to selling furniture, every step in the supply chain is important, and the AFOTYA event allows the Australian Furniture Association (AFA) to highlight and award the best of the best. The AFA shares the desire evident amongst all members and the furniture industry’s supply chain: to continue to grow the industry, stimulate jobs and expand Australia’s capacity to export Australian-made products globally. A prominent focus on activities like AFOTYA serves to alert consumers and governments to the benefits of supporting Australian furniture, as the products shine in a marketplace where the public is looking for quality and style. Australian manufacturing not only provides jobs and a further injection of money into the community, but also significantly impacts Australia’s lifestyle and culture.

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.

More and more venue operators are choosing to buy furniture made in Australia. The benefits far outweigh any commonly perceived disadvantages. Australian manufacturers lead the way in innovative design, quality craftsmanship and sustainably sourced, unique materials. Supported by the most stringent environmental, health and safety standards, buyers are also rewarded with short delivery times and exceptional after-sales service when choosing to buy Australian furniture. C&PM

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2:52 PM CLUBS AND PUBS MANAGER SUMMER 28/10/13 2013–2014 •9

NEWS

CASH

DISPENSING and your venue BY CASSANDRA SMITH, DIRECTOR/MARKETING MANAGER, CASHPOINT ATM

A lot has changed in the automatic teller machine (ATM) space since the first ATMs were introduced to the Australian public back in the late 1970s.

hroughout the 1970s, and even well into the 1980s, cardholders were limited to using only ATMs belonging to their own financial institution. Around 2001, ATM owners negotiated links between their networks so that cardholders could make use of any ATM in the country, including those not belonging to a financial institution. This development saw the emergence of more independent and non-bank ATM deployers, and the numbers of machines skyrocketed. Now, the existence of ATMs in places where people want and need money – such as clubs and pubs – is an almost expected convenience. The reason you would be hard-pressed to find a pub or club without an ATM these days, however, isn’t limited to cardholder demand. This is a lucrative industry for many in the hospitality space, the cost benefits being threefold. EFTPOS did, and still does in most cases, cost money for the business owner to run. Conversely, the owner is paid a percentage of the cardholder transaction fee charged, also known as a rebate, for each ATM transaction done within their venue. The greatest cost benefit, however, can be found in the increase in spending that clubs and pubs see when they provide their customers with a convenient way to access their cash when and where they want. Even without

the income-generating benefit, ATMs also solve numerous security, staff time and accounting issues associated with other methods of cash dispensing. So, ATMs are everywhere and the overwhelming majority of those within clubs and pubs are provided by these independent, non-bank ATM deployers. How have they differentiated themselves, and how have they managed to stay current and relevant in the changing face of technology and industry trends? Gone are the days when a licensee, owner or manager would simply base the decision of the ATM provider on rebate alone. With the increased number of independents to choose from, the number of different ATMs with varying functionality and ease of use, the differences in service levels and the ability of these providers to stay current and move with technology, there has been a shift in what the hospitality industry can and should demand from these providers. More than an ATM provider, what is actually needed today is a technology partner: an innovative company that can move with the constant software and hardware upgrades required and the inevitable changes to the industry – of which there have been many, with significant impact, over recent years. CONTINUED ON PAGE 12

10 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

NEWS

CONTINUED FROM PAGE 10

Reserve Bank of Australia (RBA) regulations and government legislation have had a lot to do with the changing trends in the ATM industry, particularly over the last five years. Arguably, the change that has had the largest impact since the linking of the banking networks within Australia was the 2009 move to direct charging. At the request of the Reserve Bank of Australia, from March 2009, Australian ATM owners introduced direct charging. Under this system, at the time of the transaction, the ATM owner charges a fee directly to the cardholder for using their ATM, and the ATM must display the amount of this direct charge on the screen. The cardholder can then agree to the charge, incurring the fee immediately, or cancel the transaction without being charged. The intent of direct charging was to make ATM fees more transparent, provide greater choice for customers, and increase competition amongst ATM owners. This system of direct charge saw more independents enter the market. In the years following this reform, a sharp increase was seen in the number of ATMs deployed, with RBA research identifying the number of ATMs deployed within Australia rose from 27,000 before direct charging, to more than 29,000 within the following one to two years (a trend that continues), and an increase in the end-user fee for both withdrawals and balance enquiries. This did differentiate the independents, with the

12 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

majority moving very swiftly to increasing the fee to the cardholder and, more often than not, without passing on any of the increase to the venue owner. Only a small number took the more fair-minded approach and held fees at the pre-direct charge amount or, if a fee increase was introduced, shared this increase with the venue. More recently, we have moved into the government’s ‘ATMrestrictions-to-solve-problem-gambling’ period. On 1 July 2012, the Victorian Government’s ban on ATMs within venues with poker machines was brought into effect. This saw the removal of over 700 machines from clubs and pubs across Victoria, leaving many businesses facing serious cash-dispensing issues. Not all customers of clubs and pubs wanting to withdraw cash on site are problem gamblers. This, and the serious security and accounting issues under the traditional EFTPOS cash-dispensing method, saw most businesses scrambling to find a solution. The larger of the independents, mostly spurred by the loss of business they faced, put forward their alternative solutions. There were compliancy and security issues with a number of these, and a couple simply couldn’t get their technology to work in time for the looming deadline. This left many businesses, which had been assured by their ATM providers that they could and would provide them with a solution, completely in the lurch. This was a serious failure and resulted in loss of credibility and confidence in some ATM companies. Similarly, on 29 November 2012, the Federal Parliament passed the National Gambling Reform Bill 2012 through the Lower House. As part of this new legislation, a $250 daily withdrawal limit per card is required on all ATMs located in businesses with poker machines by February 2014. Given that ATMs and the convenient flow of cash they provide are vital to these businesses, this has many clubs and pubs concerned; however, the latest change in government has brought with it uncertainty regarding this law, with the Coalition alluding to the potential abolition of this bill and implementation of their own problem gambling solutions. How they are able to overturn an already passed law remains to be seen, and highlights yet again that the provision simply of an ATM and potentially a marginally higher rebate should no longer be the driving force behind choosing an ATM, or cash-dispensing technology, provider. As a business owner or manager who knows how important the cash dispensing aspect of your business is, you need to know that you can rely on your provider being a fast-moving, innovative technology leader should you require it to be. And you will. C&PM

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NEWS Clockwise from top left Naomi Crawford, Nathan Heinjus, Ryan Battersby, John Seden, Cain Slater, Tanita Wright, Ashleigh Jarvis, Malarie Webster

INDIGENOUS CULINARY PROGRAM empowers young Indigenous chefs The pioneers in the Sydney food scene are giving back to the industry through training and the creation of employment pathways that support Indigenous communities.

he National Indigenous Culinary Institute (NICI) brings together budding Indigenous chefs and top restaurateurs in a program that supports Indigenous youth forging exciting careers in Sydney’s vibrant restaurant community. After a successful inaugural year in 2013, the NICI continues to grow and is now making preparations for its 2014 intake.

The program selects Indigenous youth to move to Sydney to take part in the program, providing three years of indepth training and connecting them with culinary mentors to ease the transition into the fast-paced nature of restaurant life, and support the growth of their technical skills in the kitchen. The NICI is the brainchild of Barry McDonald, owner of renowned Sydney establishment Fratelli Fresh, who conceived the idea for the NICI alongside former Woolworths Executive Bill Wavish, and tourism industry veteran David Baffsky. ‘I saw a great opportunity to draw on my extensive network of chefs in Sydney, using their expertise and guidance to give these chefs a shot at success in the restaurant industry. I wanted to offer talented Indigenous chefs the chance to become culinary stars in the same way we support many young people to become elite athletes and succeed on the sporting field,’ says Mr McDonald. CONTINUED ON PAGE 16

14 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

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NEWS

CONTINUED FROM PAGE 14

These foundation members are now joined on the National Indigenous Culinary Institute Board by Ross Grant, Bill Sweeney and Mark Arbib. The program is supported by the Indigenous Land Corporation and funded by the New South Wales Government in partnership with the Commonwealth Government. Bill Wavish, NICI founding board member, believes the program is meeting the need to create a skilled Indigenous workforce for the hospitality industry. ‘The industry has welcomed the opportunity to provide Indigenous apprentices with the skills and training required to work in Australia’s finest dining establishments. The program has already been immensely successful; however, the longer-term aim is for Indigenous chefs to be a major force in the restaurant industry,’ says Mr Wavish. The design of the program, underpinned by its unique curriculum, has been driven by industry players like Barry McDonald, Neil Perry, Michael McMahon, Guillaume Brahimi, food writers and critics Terry Durack and Jill Dupleix, and expert trainers at William Angliss Institute in Sydney. According to Michael McMahon, owner of well-known restaurant Catalina, the program is paving the way for a strong representation of Indigenous chefs in Australia’s culinary landscape. ‘It’s a fantastic initiative to empower Indigenous chefs to begin rewarding careers in Sydney’s most respected restaurants,’ says Mr McMahon. Students selected for the three-year apprenticeship program rotate to different restaurants every year to broaden their skill sets and experiences within various environments. This is complemented by core training at

STUDENTS SELECTED FOR THE THREE-YEAR APPRENTICESHIP PROGRAM ROTATE TO DIFFERENT RESTAURANTS EVERY YEAR TO BROADEN THEIR SKILL SETS AND EXPERIENCES WITHIN VARIOUS ENVIRONMENTS. William Angliss Institute’s Sydney campus, which is based in Surry Hills, putting the students right in the heart of Sydney’s burgeoning culinary scene each week to build their practical skills. At the end of the program, they graduate with a nationally accredited and internationally recognised qualification from the Institute, which has been successfully delivering education in food for over 70 years. The NICI program is also marked by its strong leadership component, with mentoring a key element in helping the trainees to achieve their potential. The course itself focuses on the history of Australian gastronomy, on the selection of quality produce and the ethics of suppliers and growers in food production. Ryan Battersby, one of NICI’s first apprentices, credits the program with providing the support and training he needed for success in a commercial kitchen. ‘I’ve found the course itself has been invaluable – I’ve learned an incredible amount with William Angliss Institute, and the support I’ve received through the NICI, from advice to work placement, has been fantastic.’ Another of the program’s apprentices, John Seden, has seen the NICI program as an excellent way to continue to broaden his technical skills, while applying this knowledge by working in top restaurants. ‘The combination of excellent professional training from the William Angliss Institute team and working in elite restaurants will set us up for success into the future.’

John Seden, NICI apprentice and Dan Mabilia, William Angliss Institute

Mr Seden’s current NICI Culinary Guardian is Matt Moran from Aria. Matt has provided extensive mentoring and guidance to John throughout his time at the restaurant. CONTINUED ON PAGE 18

16 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

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NEWS

‘The community has overwhelmingly supported the NICI. They recognise that it has the ability to change the lives of Indigenous people and will provide rewarding and progressive careers for dedicated individuals, as well as providing great role models to Indigenous youth,’ says Ms Hepner. Current students will go into their second year of their apprenticeships in 2014, rounding out the skills and networks they’ve built over the past year to forge successful careers in Australia’s restaurant scene. The future looks bright for the program, with new sponsors signing on to provide additional support. The NICI also held a recent showcase event at one of Barry McDonald’s newest restaurants, Café Nice, to celebrate the success of the program to date. Attendees received a warm welcome to country and heard from the board and one of the NICI’s apprentices, Ashleigh Jarvis, who explained her experience of the program working at Café Nice. The celebratory event paved the way for the next intake for 2014, which has also just been announced. The call has now been put out for Indigenous students from across New South Wales looking to kick-start their culinary careers. ‘With our first group of apprentices going from strength to strength during their time in the program so far, we have started the recruitment process for the second NICI class to start in Sydney in early 2014. We hope that with this continued success, we will be able to expand the program to other states and allow Indigenous people from across Australia to have the same opportunity,’ says Ms Hepner. Ryan Battersby, NICI Apprentic

The current apprentices have big ambitions for the future, not only in a culinary sense, but also as Indigenous role models.

‘I’ve found working at Aria very enlightening – I’ve gained a bunch of new skills and the Aria team have made me feel like a valued member of their crew,’ says Mr Seden.

‘I would like to use my experience in the program to motivate other Indigenous people to become successful in the hospitality industry and forge a career for themselves,’ says Mr Seden. C&PM

NICI Coordinator Cain Slater has seen huge personal growth in the current pool of apprentices and believes the program has set them up for long-term success in the industry, given the diversity of experience they’ve had so far. ‘The students have gained outstanding industry skills during their training at William Angliss and have been able to apply these in their workplaces. They push each other to consistently achieve and maintain high standards to represent their restaurants, mentors and the NICI with distinction,’ says Mr Slater. Karon Hepner, Manager of National Training for William Angliss Institute, believes a large part of the program’s success has been due to the strong community support to date, with industry and Indigenous groups backing the program.

18 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

William Angliss Institute works closely with community groups and employers, providing customised training across Australia. Organisations or individuals interested in further information about Indigenous programs, community courses or industry training are invited to discuss opportunities with our state-based training teams. For further information on the National Indigenous Culinary Institute, visit http://www.angliss.edu.au/sydney/TrainingInformation/indigenous-programs

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GAMING

RESPONSIBLE gambling: WHAT’S THE BIG DEAL? Gambling is undoubtedly popular in Australia, and while many Victorians rarely gamble, for some people who gamble regularly, it can become a problem.

round 30,000 Victorians have a problem with gambling, and another 100,000 are at risk of developing a problem.

Just as problem gambling impacts the whole community, we need a whole-of-community approach to overcome it. The Victorian Responsible Gambling Foundation works with researchers, health professionals, the gaming industry, government, community and sporting organisations to anticipate, minimise, and, where possible, prevent gambling-related harm. We fund support and counselling services through Gambler’s Help, and work with gaming venues to train staff on responsible gambling and recognising the signs of problem gambling.

That’s more than the capacity of the MCG, the number of people who pass through Flinders Street Station every day, and the number of people who attend the Melbourne Cup.

To make gambling safer in Victoria, we strive to increase community awareness about the risks of gambling and the help available to those people experiencing problems with gambling.

When you consider that each of these people have families, friends and co-workers, the potential impact of problem gambling on our community is considerable.

By increasing community awareness and understanding, fewer people will get into trouble with gambling, and those who do will seek help earlier.

20 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

GAMING

WHAT IS RESPONSIBLE GAMBLING? Our definition of responsible gambling comes in two parts. The first part identifies the need for good decision-making on the part of individuals, while the second promotes the concept of a shared community responsibility for creating safer gambling environments. Responsible gambling for individuals means that: • they may gamble for pleasure and entertainment, but are aware of the likelihood of losing, and understand the associated risks • they exercise control over their gambling activity • it is undertaken in balance with other activities in their lives and is not causing problems or harm for themselves or others. Responsible gambling for the broader community, including gambling providers, governments and sporting associations, requires: • shared responsibility for generating awareness of the risks associated with gambling

• creating and promoting environments that prevent or minimise problem gambling • being responsive to community concerns around gambling. The definition clearly acknowledges that all of us have a role to play in keeping people safe. Increasing community awareness about gambling is also important for younger generations.

RESPONSIBLE GAMBLING GUIDE Settling on a definition has inspired a new publication that aims to promote conversations in the wider community about gambling. The Responsible Gambling Guide explores the changing gambling environment and the challenges of online gambling, sports betting advertising, and social gaming apps. Developed with input from leading national and international gambling researchers, the guide is written in clear and concise language to reach as many people as possible.

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CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 21

GAMING

The guide is available at www.responsiblegambling.vic.gov.au or in hard copy (email communication@responsiblegambling.vic.gov.au).

GAMBLING HAS CHANGED

Our goal is to engage the community, young people, their parents, teachers and sporting clubs through a number of initiatives. These include a public awareness campaign, a guide for parents, fact sheets, a dedicated website, a youth help line, and programs for schools and sporting clubs.

Have you noticed the rapid increase in the popularity, availability and accessibility of online gambling and sports betting in recent years? Today, you can gamble online anytime, day or night, from anywhere in the world.

To find out more about these initiatives, visit: www.kidbet.com.au

Traditional forms of gambling, such as playing the pokies at a casino, buying a TattsLotto ticket from your local newsagent, or placing a bet with a bookmaker just before a big race are regulated to reduce the harm associated with gambling. This includes barriers to prevent those under the legal age of 18 from gambling. Online gambling is much harder to regulate.

‘What’s the big deal? Talking to teens about gambling’ is a guide for parents that provides information about the risks of gambling, and aims to help them start a conversation with their children, similar to other important subjects such as alcohol, drugs, sex education and bullying.

WHAT’S THE BIG DEAL? Although gambling is a widely recognised health issue affecting adults, it is a growing area of concern for young people, particularly through the influence of sport, social media, online games and advertising. The research says: • One in five adults with gambling problems started gambling before they were 18. • Three to four per cent of teenagers have problems with gambling; that’s one teenager in every high school class of 25 students. • Teenagers are four times more likely to develop gambling problems than adults. • Boys are more likely to gamble and develop problems than girls. The experts say that young people are at risk of developing gambling problems because they may not understand the potential harm of gambling and may be less able to resist advertising messages. With an average of over two hours of gambling advertising on television every week, it’s no wonder that some young people talk about who will win a sporting match based on the odds rather than ladder position, injuries or which team has the best players. To help raise awareness of the risks associated with gambling for young people, the Foundation has developed a youth engagement strategy called ‘Gambling’s not a game’.

22 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

TALKING TO TEENS ABOUT GAMBLING

There are many influences that can shape a young person’s view of gambling, including the attitudes of family and friends, or their level of exposure to gambling. For young people, gambling is not always about money. Instead, it can be about fun, excitement or social acceptance. Talking to young people about gambling gives them a chance to understand what gambling is and helps them to make more informed choices. It also highlights the importance of the issue and may help them to take a responsible approach to gambling once they turn 18. The guide for parents is available at www.kidbet.com.au

HELP IS AVAILABLE If you or someone you care about has an issue with gambling, or if you have a question or are looking for further information, confidential, professional and free support is available from Gambler’s Help. Call 1800 858 858 or visit www.gamblinghelponline.org.au. Young people can call the Gambler’s Help Youthline on 1800 262 376. Hearing impaired should call TTY 1800 777 706. C&PM

For more information about the Foundation, visit www.responsiblegambling.vic.gov.au. For more information about the Foundation’s ‘Gambling’s not a game’ programs, visit www.kidbet.com.au.

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GAMING

WHAT IS

PRE-COMMITMENT? BY ROSS FERRAR, GAMING TECHNOLOGIES ASSOCIATION

When some Independent politicians and the Federal Labor Government passed the National Gambling Reform Act in November 2012, it was reasonable to ask what all the fuss was about.

pre-commitment is for people to make informed decisions about their gambling. Although pre-commitment probably seems like a good idea to some, nobody knows for sure if it will be effective in achieving its aim because players probably won’t want to use it, and the only form of gambling with pre-commitment will be poker machines. Pre-commitment hasn’t been widely tested in Australia, and tests to date have been inconclusive at best.

There could be two forms of pre-commitment: either voluntary for the player, or mandatory for the player. The Act requires voluntary pre-commitment, which means that no player is required to use it, and that if a player does choose to use it, they can stop using it at any time.

Pre-commitment refers to a theoretical system for a gambler to set limits on how much they will spend or how long they will play before they start gambling. The aim of

Mandatory pre-commitment would have meant poker machines could not be played without the gambler first identifying themselves and setting time or money limits. As part of the political process, a field trial of mandatory pre-commitment was requested of clubs in the Australian

he Act requires that a concept called ‘precommitment’ is put into place on poker machines across Australia, starting at the end of 2018 and involving a new, national gaming regulator. Nobody really seemed to know any details of what pre-commitment actually was.

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GAMING

CONTINUED FROM PAGE 24

Capital Territory. The capital’s clubs decided not to undertake the field trial and it’s now unlikely that any significant test will be undertaken before the start date of 31 December 2018.

Having said that, it is true that some people overdo things, and when that includes gaming with poker machines, it’s perfectly reasonable for industry to consider implementing measures that could assist.

Estimates vary widely on what mandatory pre-commitment would have meant for the operations of the Australian Capital Territory’s clubs if they had trialled it. Some have suggested that revenue might have fallen by 40 per cent, but others believe this to be a very conservative estimate of the likely reduction in revenue. That’s because people react strongly and negatively to ‘nanny state’ demands, especially in the hospitality environment, where they’re supposed to be entertained and treated with respect.

There have been many such measures implemented over the last few years, to the point where Australian poker machines don’t actually operate the way their overseas counterparts do. Firstly, you’ll find an on-screen clock on all Australian poker machines supplied after 2005. Likewise, you’ll find ‘dollar meters’ on the machine’s screen, where bets and wins are shown in dollars and cents, as well as in credits.

The idea of demanding prior definition and identification just doesn’t sit well in clubs and hotels, or with poker machines because people go to these venues to relax and enjoy themselves. People don’t go to hospitality venues to be bullied. For some people, having fun includes spending a few dollars on the pokies with the chance of a win.

But probably more importantly, Australian poker machines cannot be played more frequently than about 15 times per minute – go on, just try it! Almost everywhere else in the world, a player can interrupt the reel spin and move on to the next spin, effectively meaning that a bet can be placed every second or even more frequently. There are many more complicated limits to do with mathematics and game design, sound effects and imagery that vary between states and cause no end of complexity and frustration for the people who design, build, and test games. The strange part about this is that no matter where you look around the world, problem gambling statistics are about the same: one per cent of the population. Even where there are no limits on games and no limits on machine numbers, the statistic is still about one per cent. It’s probably unnecessary to comment further on whether these measures work or not. So, where does all this leave us? Well, poker machines being built today have massive capacity – they’re like big, industrial computers that drive all manner of screens, signs, note acceptors, sometimes printers, and a host of other devices with complete security and integrity, while simultaneously remaining securely online to loyalty and monitoring systems. Providing pre-commitment is well within the machine’s capabilities and, as time goes on, those capabilities will only increase. From a technical perspective, pre-commitment is a bit of a yawn. Once regulators decide exactly what precommitment is required to provide (and assuming that’s before, say, the end of 2015), then 31 December 2018 does not represent a challenging date. The questions will involve who supplies it and how much they charge clubs and pubs for it, not whether it’s technically feasible. C&PM

Image courtesy of Iotae 26 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

INTERIORS AND ARCHITECTURE

A HARDWOOD FLOOR will add a touch of class

Blackbutt timber

BY DAVID HAYWARD, AUSTRALIAN TIMBER FLOORING ASSOCIATION

Everyone appreciates the style and elegance of a timber floor, and in clubs, pubs, hotels and restaurants, this is especially true. So, if we are going to choose a timber floor, what do we need to consider? AUSTRALIAN HARDWOOD FLOORING – THE NATURAL FLOORING SOLUTION

ardwood flooring is available in many species and board sizes, and can be laid over a variety of substrates, from timber board products to concrete slabs. This also makes hardwood flooring ideal for clubs and pubs.

states of Queensland and New South Wales, and in Western Australia, species such as jarrah and karri are just some of the varieties known to this state. These types of wood provide some of the best flooring timbers in the world, incorporate natural beauty, and add warmth to any internal environment. Colour is always an important consideration when purchasing a timber floor, and the rich array of colours, colour blends and toning available is attractive to purchasers; for example, jarrah can provide a mix of rich reds with paler toned board; ironbark can offer a blend of dark to mid-browns and reds, and also some lighter-toned boards; and blackbutt can provide a more creamy appearance with some browner boards possible. This rich range of tones and blends of colours available is valued, and results in floors that are unique and individual. No two hardwood floors are exactly the same.

There are many Australian species of wood from different parts of the country that are used in timber flooring. For example, spotted gum, ironbark, blackbutt and tallowwood from the

CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 27

INTERIORS AND ARCHITECTURE

The grading of timber flooring is another aspect to be considered. The grade of the floor influences the character of the floor, and irrespective of whether the chosen grade contains many features or only a few, aspects of production quality do not differ, and are maintained to high standards for all grades. It is important to realise that grading does not cover colour or colour variation, but assesses floorboards in terms of the character of the trees’ history. Grading is therefore about the features present, where some grades permit larger gum veins, knots and past borer activity. These features add to the character and charm of the floor as it expresses the nature of timber flooring as a real and natural product. In other grades, the cleaner natural lines and figure of the timber will dominate, with fewer and smaller features present. Also of importance, and more specific to hotels and restaurants, is the recognition of the degree and type of foot traffic involved. These aspects are not always considered sufficiently, but it must be recognised that hotel environments are very heavy-use areas, and, invariably, the floor will be subject to very high loads from the likes of worn-down stiletto heels. For this reason, the hardness of the timber species needs to be considered. Hardness is a measure of the resistance of the wood to indentation. The hardness figures most commonly used are those obtained from the Janka test, and from this, the different species are characterised as being very hard, hard, moderately hard, and soft. Those timbers that are classed hard to very hard, which include the species listed above, are therefore the type of species that will resist indentation the most, and are considered the most suitable for the likes of clubs and pubs.

THE INSTALLATION AND ONGOING PERFORMANCE OF TIMBER FLOORING It is necessary to have an understanding of what can be expected during the installation of the floor, its ongoing performance, and the care that will preserve its life. Most hotels and restaurants have air-conditioning and heating systems, or large expanses of glass with a lot of direct sunlight. To accommodate all of these variables, different methods of installation are going to be appropriate for different buildings; and installation practices will often differ. It is therefore important that you select the correct person to install and finish the floor – someone who is suitably qualified and experienced, and who will provide the backup that may be needed. Many installers, sanders and finishers are members of the Australian Timber Flooring Association 28 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

(ATFA), where they receive up-to-date information and training, and can easily access those professionals with specific areas of expertise. The installation and finishing should not be rushed, as the condition of the timber, climate and the internal environment all need to be assessed, and possible building issues must be rectified before installation. It is sometimes necessary to just wait for the timber to settle into the installation environment. Timber is not a man-made product; it is totally natural, and as such, with seasonal changes in weather conditions, it will absorb moisture from the air and swell a little, while it will lose moisture to the air and shrink a little during drier conditions. It is therefore quite normal for timber floors to show small gaps at board edges, particularly during dry periods or in conditions where refrigerated air conditioning is used, as this can dry the air. Similarly, where there is a heating system or intense sunlight, drier conditions will be experienced, and the floor will respond accordingly. Conversely, there can also be conditions where timber floors will expand a little, and for this reason, all floors are provided with expansion allowance. The timber floor coating or finish system used is also particularly important, but it must also be considered that all coatings require regular maintenance, and the more the floor is used, the more frequent the maintenance necessary. Although solvent-based coatings can provide a very wear-resistant surface, they will also have high odour on application and are often seen as more appropriate for vacated buildings. For this reason, water-based polyurethane is often used, which has significantly less odour on application and also has good wear properties; however, in order to assist in protecting the coating on high-traffic floors and from moisture ingress at board joints, metallised polishes are also used, which provide sacrificial protection of the coating. Application of these polishes is relatively easy and they are generally applied by the facilities maintenance staff. In order to provide added slip-resistance, specific coatings with additives in them can also be used, but not with metallised polishes. It is therefore prudent to discuss with your flooring contractor the coating options that are available and aspects of slip-resistance and ongoing maintenance right at the beginning of the project.

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INTERIORS AND ARCHITECTURE

CONTINUED FROM PAGE 28

CONSIDER THE FLOOR

HARDWOOD FLOORS FOR CLUBS AND

In general, the conditions that you enjoy living and working in will also be most suited to hardwood timber. Heavy items of furniture need to be carefully positioned rather than dragged. Similarly, it should be ensured that the feet of chairs, stools and tables have felt pads or protectors applied. As part of routine maintenance, these also need to be checked. Grit and sand are enemies of a timber floor and will result in scratches. A simple control measure is to put mats in strategic places, such as doorways. Similarly, it is also important to mop spills up quickly, not only for the sake of the floor, but also for safety reasons.

PUBS

A regular cleaning program should also be considered to ensure that your floor remains in pristine condition. Antistatic mops are effective for collecting dust and grit. When it comes to other types of mopping to provide a deep clean, it is best that your floor finisher be contacted. There are different products that are suitable for different finishes.

Hardwood timber floors are renowned for their durability, and have provided and will continue to provide years of lasting beauty to many clubs and pubs, enhancing both the appearance and character of the establishment. Each hardwood floor is unique, and for this reason, they are so valued. With a systematic approach of considering the characteristics of the timber species, and coating and maintenance requirements, timber floors will provide both lasting service and elegance. C&PM

If you require more information on timber floors, visit the ATFA website www.atfa.com.au.

Spotted gum flooring

30 â&#x20AC;˘ CLUBS AND PUBS MANAGER SUMMER 2013â&#x20AC;&#x201C;2014

INTERIORS AND ARCHITECTURE

NOFOR ROOM A PLAYGROUND?

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

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

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

CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2013–2014 2013–2014••31 X CLUBS

INTERIORS AND ARCHITECTURE

THE POWER of landscaping in business BY REBECCA MUGRIDGE

Landscaping and the use of plants indoors, such as in bistro settings, courtyards, foyers, restaurants and entrances, has become very in-trend, and for good reason.

ot only do indoor plants add to the ambience of the venue, they give a sense of style, and are actually proven to improve air quality, too. Research by NASA shows that in as little as 24 hours, as much as 87 per cent of indoor pollutants are removed thanks to indoor plants. Air pollutants that can come off paint, furniture, upholstery, carpet, building materials, air conditioning and even electronics. The recommended ratio by NASA is 15 good-sized specimens in around a six-inch pot per 170 square metres. It is a combination of the plant leaves, roots and soil bacteria that play a crucial role in removing toxins.

32 â&#x20AC;˘ CLUBS AND PUBS MANAGER SUMMER 2013â&#x20AC;&#x201C;2014

There are so many different ways to add some plant design features to a business, and a lot will depend on how much light the area has, what look you are interested in, whether or not plants can be rotated, and how much maintenance you are willing to take on. Structurally, architectural-looking plants can make dramatic entrances and features: things like large matching pots with plants that make a bold colour statement at an entrance or in a row, mass plantings of different grasses and foliage contrast plants in an area, and the use of large visually beautiful pots planted with dramatic species as features. Think plants with lines like dracaenas, grasses, grass trees, pineapples, aloes, grasses, yukkas and succulents.

INTERIORS AND ARCHITECTURE

USE PLANTS TO ADD COLOUR. SO MANY PLANTS HAVE FANTASTIC COLOUR, BOTH IN THEIR FLOWERS AND FOLIAGE. COMBINE THESE PLANTS WITH COLOURED POTS AND USE MATCHING COLOURED OR CONTRASTING COLOURED PLANTS...

A very stylish feature is currently the vertical garden: a wall of succulents, herbs or flowering plants. This trend is very space-effective and gives an absolute wow factor. There are many designs available for this kind of garden, including pallet gardens. A tropical-themed dense planting with a water feature can completely transform an area and invite people to feel relaxed. Topiaries of lemon trees are also always a classic, though they must have full sun. Pots and planters of herbs and annual flowers make a beautiful addition to outdoor eating areas if exposed to sunlight, as do the fantastic colour flare of bougainvilleas that can also be shaped. Use plants to add colour. So many plants have fantastic colour, both in their flowers and foliage. Combine these plants with coloured pots and use matching coloured or contrasting coloured plants – even follow a colour theme that you already have in your business to give your venue a stylish look. Mass planting of the same or similar plants always gives a great effect, too; consider a row or a grouping.

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CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 33

INTERIORS AND ARCHITECTURE

LARGE INDOOR PLANTS CAN ALSO BE USED TO SUBTLY DIVIDE AREAS AND PROVIDE SCREENING AND PRIVATE ALCOVES, TO DISGUISE LESS ATTRACTIVE AREAS, OR TO CREATE A HIDDEN OASIS, ADDING HUGE IMPACT TO ATMOSPHERE

Indoor dark green, leafy plants make for a dazzling appearance and give a lush feel. Large indoor plants can also be used to subtly divide areas and provide screening and private alcoves, to disguise less attractive areas, or to create a hidden oasis, adding huge impact to atmosphere. A touch of lush green has been said to have soothing, calming effects on an atmosphere, making these species of indoor plants a great investment for businesses, waiting rooms and working environments. Some great indoor choices would be: • peace lily – Spathiphyllum (hardy and very beautiful) • bamboo palm – Chamaedorea seifrizii • golden pothos – Epipremnum auereum (poisonous if eaten, but fantastic for trailing and in hanging baskets; very beautiful) • elephant’s ear – Philodendron domesiticum • English ivy – Hedera helix (trailing and good for hanging baskets) • spider plant – Cholorphytum comosum (hardy; can also be grown in hanging baskets) • aglaonema and dracaena marginata (can be toxic to dogs and cats – very visually striking)

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INTERIORS AND ARCHITECTURE

DEPENDING ON THE SITUATION AND LIGHT LEVELS, IT IS A GREAT IDEA TO HAVE INDOOR PLANTS THAT CAN BE ROTATED WITH OTHERS THAT ARE IN A BETTER-LIT POSITION TO KEEP HEALTHY PLANTS ON DISPLAY, AS EVEN INDOOR PLANTS DO NEED SOME LIGHT • boston fern – Nephrolepsis exaltata (great for hanging baskets if limited in space, and are hardier than they look!) • Ficus benjamina (very hardy and an attractive treelike plant) • mother-in-law’s tongue plant – Sansevieria trifasciata and popular cultivar Sansevieria laurentii (very hardy and architectural looking, but can be toxic to dogs and cats) • areca palm – Chrysalidocarpus lutescens, dwarf date palm – Phoenix roebelenii, and phalenopsis orchid sp. anthiuriums. Depending on the situation and light levels, it is a great idea to have indoor plants that can be rotated with others that are in a better-lit position to keep healthy plants on display, as even indoor plants do need some light. This will also ensure that your plants are always fresh looking and healthy. For the non-green thumbs who want plants with minimum care requirements, cast iron plant, mother-in-law’s tongue, spider plants, peace lilies, English ivy, ficus and certain palms are beautiful and hardy.

GENERAL GROWING TIPS AND NOTES FOR PLANTS IN VENUES • Ensure plenty of light wherever possible. Keep plants near windows, under skylights, and even outdoors, but also watch that they don’t burn, too. Keep adjusting and rotating the plants if possible until you find great positioning for your plants. • Always use good-quality potting mix. This is one thing you should never scrimp on with plants in pots. • Water your plants regularly. Don’t forget to water them, but be sure not to drown them, either. You can always feel the soil – a few centimetres down – to see how dry or wet it is. A lot of plants will visually wilt when thirsty.

• Put your indoor plants out in the rain if possible every so often – they will love it (just don’t leave them out when the sun is shining if they are indoor varieties). • Use pots with good drainage and saucers or pot feet. It is important for plant health to have good air circulation around their roots. There are planter systems available, such as EZY Grow, that actually store the water in them, as well, so there is no mess on the ground – a great feature for eateries. • Along with a slow-release fertiliser, fertilise with Seasol or something similar on a regular basis to ensure that your indoor plants are healthy and happy. Just check the proximity to people eating and try to fertilise on a day when no-one will be there, or ask your local nursery for plant-feeding options that would suit your situation. • Where you are very limited with natural light, try having a couple of plants and rotate the outside ones with the inside ones regularly so that you are always putting a fresh plant in the spot. Most plants will take two to three days indoors without light. • When buying plants, look for a nice, healthy-looking specimen that is stable in its pot. Check it over for pests and diseases – a quick look should reveal any bugs, slugs, badly eaten leaves or fluffy, white, mealy bugs around the stem and under leaves. • Ask the nursery employee if a plant needs repotting any time soon when you buy it. A pot-bound plant will not be happy for long. • Consider multi-plantings. Plants seem to do better when grouped together, and it looks aesthetically beautiful, so even if you have limited space, try putting a few together. C&PM Rebecca Mugridge is a passionate horticulturalist, award-winning author and blogger at www.authorrebeccamugridge.com. You can also find her on Facebook.

CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 35

ENERGY AND LIGHTING

A TALE OF TWO HOTELS T he owners of two Australia Hotels Association (AHA) Victoria hotels in Geelong – the Lord of Isles Tavern and the Grovedale Hotel – recently asked the question: how much can be saved by being more energy efficient? The hotel owners commissioned an energy efficiency site report and comparative study, which was conducted by Energy Action. Over the course of a year, the energy cost of operations at the better performing hotel was $28 per square metre cheaper than the more energy intensive hotel. This is $60,000 in bottom line savings for the better performing hotel. How did Energy Action arrive at this conclusion? This is the tale of two hotels. The Energy Action efficiency report and comparative study found that hotels that were prepared to invest in energy efficiency improvements can reduce their energy cost of operations by around 30 per cent. Peter Burnett, owner of the Lord of Isles Tavern and President of the AHA Victoria, has invested consistently in energy efficiency over the last decade. He observed: ‘We had a lot of people coming through the door making all sorts of promises about saving us money. Energy Action took the time to show us how, by improving the way we use electricity. The report confirmed that we were doing a pretty good job, but there were some changes that we could make to do even better.’ The Energy Action report included a baseline performance of each hotel in terms of the current cost and consumption of energy, and offered a selection of customised strategies to improve energy use in key operational areas, with an indication of the associated cost, energy savings and average payback period. Joel Taylor, owner of Grovedale Hotel, agreed. ‘We thought we were managing our power usage reasonably well, so

36• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2013–2014 2013–2014 X

the results were a good wake-up call for us. Partnering with Energy Action was very easy, and the report process was great. They came to our hotel, spent half a day assessing our systems, and provided an easy-toread report, which we can use to reduce our energy costs. Converting the results into an accurate dollar-per-squaremetre figure gave us a tool to measure our energy usage and spending, before and after our investment, and prove our returns.’

Edward Hanna, Energy Action Director of Sustainability advised: ‘We are interested in the relationship between energy as a cost input to a hotel and the desired outcome from that energy use. When we can explain the energy efficiency relationships, then that hotel owner can implement cost-effective projects that reduce the hotel’s energy cost of operations every single day and under all conditions.’ Energy Action is Australia’s leading provider of integrated energy management services, and is the only provider that offers businesses a full energy management solution. C&PM Contact: Nick Jones National Sustainability Solutions Development Manager Energy Action Tel: 02 9633 6447 or 0400 128 864 Email: nickjones@energyaction.com.au

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•

Energy efficiency and sustainability solutions: we can conduct an initial on-site walk through of your premises to review your current energy usage and identify a range of opportunities to improve your energy efficiency.

Want to start saving? For an obligation free electricity or gas bill check please scan and send a copy of your most recent bill (front and back) to clubsandpubsmanager@energyaction.com.au or for more information contact Energy Action today: Phone: 1300 553 551 Web: www.energyaction.com.au

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ENERGY AND LIGHTING

MAKING THE SWITCH to energy-efficient lighting BY THE DEPARTMENT OF INDUSTRY

Lighting accounts for 18 to 40 per cent of electricity consumption in commercial premises. The New South Wales Government has estimated that lighting is responsible for 17 per cent of a typical club’s energy use (excluding those with swimming pools).

or the whole New South Wales clubs sector, which consists of over 1400 registered clubs, approximately 118 million kilowatt hours of energy is consumed through lighting each year, at a cost of around $11.9 million1. Air-conditioning systems have to work harder to remove the heat generated by lighting, and this uses even more energy and costs even more money. Nationally, efficient lighting offers significant savings. The Australian Government’s phase-out of inefficient lighting is expected to save around 30 terrawatt hours of electricity and 28 million tonnes of greenhouse gas emissions between 2008 and 2020. This is equivalent to permanently decommissioning a small coal-fired power station, or taking more than 500,000 cars off the road.

38 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

Energy-efficient lighting is not just about the technology – it is also about lighting design and user behaviour. Advanced lighting design combines multiple day lighting and electric lighting strategies to optimise the distribution of light inside buildings. It considers whole-building energy impacts, minimising the building’s overall energy use and integrating the design of the day lighting system with the electric lighting design and controls. Effective lighting design means putting light where it is wanted and needed, and eliminating light where it is not wanted or needed. There are a number of ways that managers of clubs and pubs can easily make the switch to energy-efficient lighting. Energy savings can be made by using one or more of the options outlined on the following page.

ENERGY AND LIGHTING

LIGHTING DESIGN Lighting should be planned to complement the use of the room, so before you begin, consider what activities will take place in the room, the atmosphere you want to create and the decorative elements that are to be emphasised. Room surfaces and furnishings can influence a room’s appearance greatly: • Dark colours absorb light, often leading to overillumination (and increased cost). • Light colours reflect light, and are, in effect, an additional source of illumination. • Mirrors opposite windows reflect light around the room.

Zealand Standard (1680 – Interior lighting). Also ensure that the types of lights installed are able to be used with dimmers.

REGULAR MAINTENANCE In any design, estimates of light levels are based upon regular maintenance schedules, since lamps, luminaires (the light fixture) and room surfaces all decrease in effectiveness over time. Modern lamps can last more than five years, but cleaning and maintenance should be carried out on luminaires and room surfaces more often to ensure optimal lighting. Depending on light levels, you may also wish to replace lamps before they fail completely, as their light output will decrease over time.

When thinking about lighting design, there is no ‘best’ technology – there are alternatives, and each has advantages and disadvantages. By virtue of the way that light is generated by different lamp technologies, one type of lamp may be better suited than another for producing a particular light distribution. Good design uses the most appropriate product for each application.

CONTROLS By installing sensors and timers, lights are only on when needed. Occupancy sensors are particularly good for areas where lights may be left on by mistake, such as toilets, offices, storage rooms and back-of-house areas. In indoor areas with natural daylight, built-in daylight sensors can be used so that artificial light isn’t on unnecessarily. Photoelectric sensors can be used for outdoor areas – these types of sensors switch lights on when daylight levels drop below a certain level. Ensure that the lighting and controls you choose are compatible, as some controls are not compatible with certain lamps (such as some compact fluorescent lights (CFLs) and light-emitting diodes (LEDs)).

DE-LAMPING OR DIMMING Excess light levels in clubs and pubs can be reduced by removing lamps or by dimming, especially in areas with significant natural daylight; however, it is important to check that light levels comply with the relevant Australian/New 325761A RHS_Infinity Solar | 2039.indd 1

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CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 39

ENERGY AND LIGHTING

UPGRADE LIGHTING SYSTEMS Fifty-watt extra low-voltage halogen downlights can be replaced with 35-watt infra-red coated (IRC) halogen bulbs, or the whole fitting can be replaced with an LED reflector lamp and new power supply. Just remember that low voltage does not mean low energy consumption. While halogen downlights are slightly more efficient than standard incandescent lamps of the same wattage, a large number of downlights are needed to light a room because they emit a narrow beam of light. Each downlight also needs a transformer, which consumes additional power. There is also heat loss due to more holes in the ceiling and gaps in the insulation.

REPLACE INCANDESCENT AND/OR

Other lighting upgrade options include replacing inefficient T12 or T8 fluorescent lamps with more efficient T8 or T5 fluorescent lamps. In car parks, upgrade lighting to more efficient linear fluorescent, compact fluorescent and/or metal halide lamps. Energy-efficient options for floodlighting include metal halide and high-pressure sodium lamps.

HALOGEN LAMPS WITH CFLS OR LEDS

OTHER OPTIONS

These technologies use up to 80 per cent less power than incandescent and halogen lamps, require replacement less often, and will also reduce the strain on air-conditioning systems, as they generate less heat. Incandescent lamps typically only last for 1000 hours, and halogens last for 2000–4000 hours. In comparison, CFLs can last for 6000– 15,000 hours, and good-quality LEDs last for up to 30,000 hours. Although the initial purchase cost of a CFL or LED is more than for an incandescent or halogen lamp, they are actually cheaper overall when you take into account their longer life, reduced maintenance costs and lower electricity consumption.

Other effective ways of reducing the demand for artificial lighting include:

The popularity of LED lighting has continued to increase over recent years; however, not all products are living up to the expectations of the consumer. A guide for consumers on selecting quality LED products has been developed by lites.asia with the support of the Australian Government, and is available at http://ee.ret.gov.au/energy-efficiency. Some key tips are: • Source high-quality LEDs from reputable suppliers. • Look for sensible claims of equivalence and, if possible, compare lumens (light output) rather than watts (power consumed). • Look for realistic claims of lamp life, supported by testing, certification or a warranty. • Check the colour temperature (the colour of the light) and colour-rendering index (how well the light can reproduce colours correctly) to make sure it suits the application. • Ensure compatibility with fittings and controls.

• improving natural day lighting through building design or retrofitting • rearranging rooms to achieve the most effective lighting conditions • training staff to turn off non-essential lighting at the end of the day. If you are considering upgrading the lighting in your club or pub, consider whether your lighting project may be eligible for support through schemes such as the Victorian Energy Efficiency Target (VEET), promoted as the Energy Saver Incentive. Under the scheme, accredited businesses can offer discounts or special offers on selected products (including lighting) installed in homes, businesses or other non-residential properties. See www.veet.vic.gov.au for more information. C&PM For more information on energy efficient lighting, see: • Australian Government energy efficiency information at http://ee.ret.gov.au/energy-efficiency and http:// eex/gov.au. • The New South Wales Office of Environment and Heritage’s Energy Saver Registered clubs toolkit at www.environment.nsw.gov.au/ sustainbus/esclubs.htm • ‘10 Ways to Green Your Club: An initiative of the Cool Clubs Program’ at www.environment.nsw.gov.au/sustainbus/ registeredclubs.htm 1 New South Wales Government (2013), Energy Saver registered clubs toolkit.

40 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

BEVERAGES

RED JEWEL of the Coonawarra – 30 years young

What do Australia’s only saint and the iconic premium wine company Katnook Estate have in common? Other than a heavenly connection, they both have their roots in the Coonawarra region on the Limestone Coast of South Australia.

oonawarra is globally acknowledged as one of Australia’s great wine regions, known particularly for its extraordinary cabernet sauvignons, and Katnook is one of its most famous producers. There is an irresistible alchemy between the region’s famous terra rossa (red soil), underlying limestone and the perfect weather conditions for grapes. Historically, (saint) Mary MacKillop founded her order of nuns, the Australian Sisters of St Joseph at Penola, in

the heart of Coonawarra in 1866. By 1897, Coonawarra settlers had planted grapes as part of their fruit crop. In the narrow 21-kilometre-long and two-kilometre-wide strip of Coonawarra’s terra rossa, Katnook is synonymous with consistently excellent cabernet sauvignon wines. Now, in 2013, Katnook celebrates 30 years of its cabernet sauvignon, and Wayne Stehbens celebrates 35 years as Katnook’s winemaker. Few winemakers in this country know their region so intimately, and over such a long period. It is a knowledge that has him intuitively understanding and massaging the intricacies of the climate, season and the soil, which brings out the quality and unique nuances of the Coonawarra grapes. The newly released vintage of Katnook’s Cabernet is 2011. It is testament to Stehbens’s almost symbiotic relationship with what the region had brought forth in its grape harvest that year. His terroir-driven skill has produced another highly desirable cabernet to rub shoulders with its predecessors. The first cabernet vintage was in 1980, and went on to win two gold medals at the 1982 Canberra and Perth wine shows.

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Stehbens has twice won the Jimmy Watson Trophy, the most prestigious and sought-after wine award in Australia, as well as a fistful of coveted international awards for Katnook. In stark contrast with his slow and cerebral winemaking prowess, Stehbens treasures the eye-watering speed of his collectable 200-kilometre-per-hour Bolwell Nagari Mark VIII sports car that he rebuilt. ‘What I loved about them was they had a V8 engine and were one of the fastest production cars in the world at the time they were released: even faster than a Ford GTHO,’ he says. There is most certainly a time for burying the boot and going fast, but not when it come to making wines that consistently take pride of place on prudent dining room managers’ wine lists. Indeed, Wayne Stehbens is not your average homegrown Aussie winemaker. Oz Clarke, the United Kingdom’s most popular wine scribe and television presenter, was once critical of the Coonawarra wine region. On hearing this, Stehbens famously met Clarke on the region’s boundary, menacingly carrying a hangman’s noose and a spade. In celebrating 30 years of Katnook Cabernet, Stehbens recently matched three decades of Katnook wines with music. As part of the celebrations, Opera Australia’s baritone, Luke Gabbedy, performed a series of operettas, which were matched with Katnook wines. The wine-

THERE IS A DESCRIPTIVE SYNERGY WITH THIS METAPHYSICAL EXERCISE: WINE AND MUSIC VOCABULARY – BALANCE AND HARMONY, COMPLEXITY AND WEIGHT, DEPTH AND TEXTURE, ACCESSIBILITY, INTONATION, NOTES AND TONES 42 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

Wayne Stehbens matching food was by celebrity chef Matt Moran’s Aria crew and the event was held in the Utzon Room of the Sydney Opera House – another, perhaps more famous, icon that was celebrating its 40th year. This was a unique pairing. Food and wine, certainly, but wine and opera? But there is a descriptive synergy with this metaphysical exercise: wine and music vocabulary – balance and harmony, complexity and weight, depth and texture, accessibility, intonation, notes and tones. And what other musical terms really could be applied to wine if scribes put their mind to it? Perhaps ‘polyphony’, ‘overture’, ‘prelude’, ‘serenade’, ‘symphony’ and ‘suite’. Does that make winemaker Wayne Stehbens, who has fathered all of these wines, a maestro? A virtuoso? Who knows; but, by all accounts from those who know good wine, he consistently makes a bloody good drop designed to match all styles of food – and even opera, it would seem! Imagine the main course with ‘Toreador Song’, the most famous aria from Bizet’s Carmen. It is stirring, confident and timeless in its appeal. Accordingly, it was matched with stirring and timeless Katnook Estate Cabernet Sauvignons from the last 10 years at 2011, 2008 and 2003.

BEVERAGES

Not surprisingly, Wayne describes his winemaking style as ‘making wines that show subtlety, intrigue and complexity. Reflecting the essence of Coonawarra’s terroir is integral to my winemaking approach. From time of crushing and pressing strength, to selection of yeast and oak, it is reflected in every bottle. ‘Winemaking at Katnook Estate is a challenge from year to year; but, in general, the Coonawarra climate plays its part in giving us nice, dry, sunny days and cool nights from véraison to maturity,’ says Stehbens. ‘But nothing is static. Seasons, knowledge, customers, markets, equipment, and even record keeping; they’re forever changing.’ The new 2011 vintage of Katnook Cabernet Sauvignons alongside the Katnook Estate 2010 Cabernet Sauvignons exhibits an unmistakable and quintessential family DNA. So too did all the Katnook Cabernets tasted at a recent vertical tasting of vintages through the years. The 1980 vintage – Stehben’s first born – was still magnificent. Katnook is an Aboriginal word meaning ‘Fat Land’, referring to Coonawarra’s fertile, red soil – and its cabernets repeatedly show plenty of depth of flavour, lovely supple tannins and persistent length. Coonawarra cool-climate mint sits beautifully with blackcurrant fruit in their classical structure. Stehbens’s philosophy in making the wines is to capture varietal distinction and regional excellence, with complementary oak and maturation flavours. ‘Bottled under screw-cap, Katnook Estate Cabernet Sauvignon typically shows ripe middle-palate focus, with intense blackcurrant mulberry aromas, generous pure-fruit flavours, finely grained tannins, underlying mocha notes and excellent flavour length. The wines have an outstanding reputation for medium- to long-term cellaring.’ Australia’s pre-eminent wine commentator, James Halliday, has given Katnook Estate Winery five stars, the highest possible rating, in his 2014 Australian Wine Companion. He describes it as an: ‘Outstanding winery regularly producing wines of exemplary quality and typicity.’

Langton’s Classification lists Katnook’s Cabernet Sauvignon in the ‘Distinguished’ category, saying: ‘Katnook Cabernet Sauvignon reflects its strong Coonawarra provenance with plenty of intense blackcurrant mulberry fruit definition, mid-palate richness, finely grained tannins and excellent flavour length. The wines have medium- to long-term cellaring potential.’ It is interesting to observe that in 1978, Malcolm Fraser’s Coalition Government was in power, Australia resoundingly lost the 1978/79 Ashes series, and Wayne Stehbens started as the winemaker at Katnook. Now, 35 years later, with a Coalition Government in power and the Ashes lost again, Wayne Stehbens is celebrating 35 vintages at Katnook Estate. Perhaps Katnook, in Wayne Stehbens hands, is more universally palatably consistent and easier to swallow, regardless of your sporting and political persuasion. C&PM

Newly released: 2011 Katnook Estate Cabernet Sauvignon. Colour: Dark plum with purple-tinged edges. Nose: Bright berry fruits of blueberry, light mulberry and cassis combine with elegant floral and savoury notes, with hints of pepper and tomato leaf. Palate: Well layered with blackcurrant, plum and subtle oak maturation flavours of vanilla, nougat and spice. Medium-bodied, the refined palate leads to lingering tannins with a savoury and rewarding finish. Cellaring potential: Suggested cellaring is eight to 10 years. Food matching: Pan-roasted veal chops with cabernet sauce and short ribs braised in red wine with wild mushrooms. Also pair with hard cheeses, such as aged gouda with quince paste.

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PROVENANCE IS NOTHING TO

be ham-fisted about

ARTICLE BEGINS ON PAGE 46

44 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

FOOD SERVICES

A NEW ERA in online ordering for the food service industry has arrived!

eatonline has taken the concept of online ordering to a whole new level. Food service professionals can now access over 50 lines of primal cuts across several categories. From Japanese export-approved Wagyu cube rolls through to boneless pork belly or minced lamb, Meatonline offers MSA-graded and premium cuts through to ‘everyday’ meats to suit any menu. And the best news? Meatonline’s competitive pricing structure means that you’ll get the quality you expect for less than what you expect to pay – especially with seasonal discounts, volume buys and export overruns. The Meatonline website is also informative, with free portion-cutting videos, primal and sub-primal charts, online Australian meat handbook and access to over 40 of Australia’s best suppliers, 24/7. Your order is processed and delivered efficiently – no frills, just quality product and great service from an Australian-owned and -run company.

Specialising in beef, veal, lamb, pork, seafood, game meats, poultry and smallgoods, Meatonline also offers pasta, pantry essentials and meat/kitchen equipment for the convenience of food service professionals Australia-wide. Try www.meatonline.com today – see why it’s a new era in online ordering. C&PM

CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2013–2014 2013–2014••45 X CLUBS

FOOD SERVICES

CONTINUED FROM PAGE 44

Provenance is everything with food. When it comes to the provenance of ham, it can mean the difference between an excellent and an ordinary eating experience; it can be the difference between a happy customer and a less than impressed customer.

here is a certain one-upmanship about hams when it comes to the Christmas table. Arguments about the ‘best ham’ always infiltrate conversations, whether they are at lunch and dinners, or at friends’ and colleagues’ gatherings. In fact, just about all convivial gatherings at Christmas are grounds for a bit of ham showing off! A really great ham is the mark of a really great host. Clubs and pubs are traditionally really great hosts that are often family and community centred. When patrons choose to celebrate Christmas events at their local club or pub, they are looking for a quality Christmas experience, so having the best ham should be paramount on a festive season menu. An Australian ham – a real, 100 per cent Australian pork ham – is the guaranteed gateway to that success. There are a lot of pretenders, and if they are one of the 75 per cent of hams made here from imported, frozen pig meat, then they are already starting from the back of the pack in the quality stakes. A true Australian ham that is made from 100 per cent Australian pork will invariably be sporting a pink square PorkMark label, which is the guarantee of Australian origin. It means that the meat came from this clean, green land, where pig herds are healthy and free of the diseases that are found overseas. Australian ham has a head start in the quality stakes and has the best chance of providing your customers with a ‘great ham’ experience. Australian Ham Week was held this year between 10 and 17 November: a perfect lead-up to Christmas. Central to this week of Aussie ham celebration was the Australian Ham Excellence Awards, where the best Aussie hams were announced. They were judged through key criteria, including appearance, texture, aroma and taste. The best national winners and the best in the state for both bone-

out, easy-carve and bone-in traditional ham complete with contact details can be found at www.pork.com.au. These awards are for 100 per cent Australian hams, and the results provide an accurate resource for chefs to select the best true-blue Aussie ham in their area. During the two solid days of judging, the 100 per cent Australian-grown and processed hams are scrutinised, squeezed and prodded, smelled and sampled by the nation’s top pork industry experts. The veteran judging panel includes fleischmeister Horst Schurger, with the highest qualifications in meat in Europe – a Master’s degree in butchering and smallgoods from Mönchengladbach, Germany – and two chefs with broad international experience. According to these experts, there are a series of pointers to look out for – and things to avoid. Schurger is adamant that the ham ‘should be nice and evenly smoked, and the colour should be even and not overcooked. The skin should fit the meat tightly and not be loose.’ When judging hams, he and his co-judges, Paul McDonald and Simon Bestley, say they look for texture: tender and moist, but not watery, with an attractive smokey ham aroma and a good balance between the salt and the sweetness. They say that when comparing the quality Australian hams entered in these awards with a lot of the imported pork meat ham on the market, the imports are often waterlogged from being frozen for so long and over-cured. This means that anyone buying them can be cheated on weight and size. The labelling of ham in Australia is notoriously vague, and the country of origin is sometimes hard to pinpoint. Labels that say ‘Made in Australia’ or ‘From imported and local ingredients’ are often made mainly from foreign meat that is processed into ham in Australia. The pink square PorkMark label, developed by Australian Pork Limited (APL) as a means by which consumers and chefs can readily and confidently identify products made from 100 per cent Australian pork, is a foolproof way of identifying Australian ham. From Newspoll research that showed 87 per cent of Australians preferred to buy ‘Australian’, it is clearly a favourable and persuasive selling point to declare that the ham on your menue is Australian. Provenance is important to customers. C&PM

HAM RECIPES FOUND ON PAGE 48 46 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

FOOD SERVICES

CELEBRITY CHEF’S COOL

new Christchurch restaurant venture

KOPE Refrigeration has teamed with celebrity chef Richard Till in Christchurch’s burgeoning dining scene.

Located in the original Woolston Tanneries buildings, Gustav’s Kitchen and Wine Bar’s high wooden panelling and William Morris wallpaper create an old-school artsand-crafts feel. Owners Cassels & Sons teamed up with the celebrity chef on their latest Christchurch venture to create a high-quality setting with menus to match. In designing the bar and kitchen, Cassels & Sons sought the best equipment to ensure longevity, reliability and minimal disruption to the busy restaurant. In the kitchen, SKOPE Pegasus cabinets sit alongside a four-oven Aga in the open kitchen, one of only two fine-dining Agas in the world. SKOPE backbars line the long bar, which is a key feature of the expansive dining area. Based in Christchurch, New Zealand, SKOPE designs and manufactures commercial refrigeration and food service 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 CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2013–2014 2013–2014••47 X CLUBS

FOOD SERVICES

Ham recipes for summer HAM BURGER Serves: 6 • Time: 30 minutes • Based on Warren Turnbull’s HAMburger for Australian Ham Week.

INGREDIENTS • 1 bone-in leg ham • 6 brioche hamburger buns, warm.

GLAZE • 150g brown sugar • 100ml sherry • 4 tablespoons Dijon mustard • 1/4 cup maple syrup • 1/2 tablespoon barbecue sauce.

PINEAPPLE SEASONING • 4 tablespoons Spanish seasoning • 4 tablespoons brown sugar • 4 pineapple rings.

LIME SLAW • 1/4 red cabbage, finely shredded • 1/4 green cabbage, finely shredded • 1/4 cup coriander leaves, chopped • 1/2 cup quality mayonnaise • 1 lime, zested and juiced • 1 tablespoon hot chilli sauce • extra mayonnaise, to serve.

METHOD 1. Preheat oven to 170°C. Remove rind carefully from the ham and score the surface in small diamonds. Place ham into a large baking dish.

4. In a small bowl, combine the Spanish seasoning and brown sugar together. Coat each pineapple ring in the seasoning. 5. Heat a griddle pan or non-stick frying pan over a medium heat and cook pineapple rings, turning frequently until the pineapple is browned and sticky. 6. Combine all the lime slaw ingredients together in a bowl and toss well.

HAM BURGER 7. Slice the ham into thick slices (between two and three centimetres), allowing two slices per burger. 8. Cut the warm brioche buns in half and spread the top and bottom with a little mayonnaise. 9. Brush sliced ham with reserved glaze and place two slices onto each bun. 10. Top with a sticky pineapple ring and a little lime slaw.

2. Pour the combined glaze ingredients over the ham.

11. Replace the brioche crown.

3. Bake ham in the preheated oven, basting frequently for 50 to 60 minutes until heated through. Rest for 20 minutes prior to slicing. Reserve glaze.

12. Serve Ham Burger immediately.

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Note: If making Ham Burgers from leftover Christmas ham, cut ham into thick slices, place on a barbecue plate or griddle pan and brush with glaze over a low heat until ham is warmed through.

FOOD SERVICES

LEFTOVER AUSSIE HAM: HOME-MADE HAM AND CHEESE RAVIOLI WITH CHEESE AND HERB CREAM SAUCE Serves: 4 – 6 • Time: 20 minutes

INGREDIENTS PASTA • 2 cups pasta flour • 2 eggs • 2 egg yolks • extra flour.

FILLING • 300g Australian leg ham off the bone • 200g ricotta cheese • ¼ cup parmesan cheese • 2 tablespoons fresh chives, snipped

SAUCE

5. Repeat with remaining pasta. Cut pasta with an eightcentimetre round cutter. Cover with a moist towel until ready to fill.

• 300ml cooking cream

6. Combine pasta filling in a bowl and mix well.

• 50g butter

7. Place a heaped teaspoon in the centre of each pasta round, brush edges with beaten egg and secure edges by pressing firmly. Repeat with remaining filling and pasta.

• beaten egg to brush pasta.

• 200g gorgonzola cheese • 2 tablespoons parsley, finely chopped • 1 tablespoons basil, finely chopped • 2 tablespoon chives, snipped • Cracked black pepper, to taste.

METHOD 1. Place the flour into the work bowl of a food processor and add the eggs one at a time with the motor running until mixture comes together into a smooth ball. 2. Knead dough together on a lightly floured board for seven to 10 minutes. Wrap in plastic and rest in the refrigerator for 20 minutes. 3. Knead dough lightly and divide into three pieces. 4. Roll through the pasta maker to two millimetres in thickness.

SAUCE 8. Place the cooking cream, butter and gorgonzola cheese into a non-stick frying pan and heat over a low heat, stirring until ingredients are well combined. 9. Stir in herbs and season with black pepper.

PASTA 10. Heat a large saucepan of salted water over a high heat and add the pasta. 11. Reduce heat and simmer for four minutes. Drain, toss through sauce and serve. Notes: If you’re time poor, use ready-made wonton wrappers, available in the supermarket, to make ravioli quickly and easily.

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FOOD SERVICES

WHAT’S FOR DINNER?

ASPARAGUS!

‘Food, far more than sex, is the great leveller. Just as every king, prophet, warrior, and saint has a mother, so every Napoleon, every Einstein, every Jesus has to eat,’ wrote Betty Fussell in her iconic tome The Kitchen Wars.

‘H

allelujah to that,’ says the food service industry! With that wonderful impetus comes the whammy, that thorny, age-old dilemma: what to serve? In the food service game, that means also knowing how long to hold an item on your menu, and when to move on to something new. ‘What’s for dinner?’ is a question asked nightly – a timehonoured question asked in every domicile, but also in every food service venue. Diners regularly peruse the daily offerings and, paradoxically, quixotically, search for both the comforting and the confronting: the new take on an old classic, the fresh but familiar, the rarely offered or seldom eaten. They might make us feel schizophrenic in their menu demands, but they are still our customers, and it’s our job to beat ‘em at that wonderful old game, ‘menu choices for one and all’. If we play the alphabet game, the first choice should be asparagus.

The primary reason to include asparagus on any menu is, of course, flavour. Asparagus should be really recognised as a taste sensation in its own right; think ‘umami’, think asparagus. It tastes like, well, asparagus! The flavour is indefinable, yet consummately definite. Think fresh and clean, but with the ability to carry a raft of other flavours effortlessly, as well as being quick to cook, and even quicker to prepare (just rinse, and snap!). As variable as a Melbourne spring day, clubs and pubs quite rightly offer the known, the popular and the proven: chicken, fish, pork, noodles, soup, pasta, steaks, salads… you get the gist. While menu staples are an homage to a loyal clientele, a keen eye on inventory will tell you when some dishes need to be culled, or possibly just adapted in an effort to keep that baby swimming serenely in the most profitable bath water, while still attracting new visitors to the pool. New customers can create incremental income potential, but there may be only one chance to turn a onetime visitor into a regular customer. CONTINUED ON PAGE 52

50 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

FOOD SERVICES

ADANDE: Making ‘cents’ of refrigeration

dande’s patented refrigerated drawers are unique to the marketplace; their insulated drawer design retains the cold air when the drawer is pulled open, as it leaves the cold air with nowhere to go! This means a reduction in food spoilage and wastage, with increased storage times. Food simply lasts longer and is kept in a far superior condition. With three unit footprints to choose from, there is an Adande refrigerated drawer to fit any space, even the smallest kitchen. To suit island positions, the space-saving Adande Matchbox or ‘pass through’ gives chefs the flexibility to access products from either side of the unit. As well as fitting anywhere, and having the flexibility to be a fridge or a freezer, an Adande makes an ideal prep station, allowing the chef to have bulk chilled or frozen storage right at the point of use under a worktop. With products stored in plain view and in bulk, you make far fewer trips away from your Adande workstation to replenish stocks, and stock checks take far less time. This also speeds up meal service and helps drive profitability.

X • CLUBS AND PUBS MANAGER SUMMER 2013–2014

When kitchen space is at a premium, there’s no doubt that an Adande is the ultimate storage solution. Adande units increase storage capacity, with a minimal footprint; an Adande creates space. C&PM

For more details, contact Stoddart today on 1300 79 1954.

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CONTINUED FROM PAGE 50

Updating the menu to reflect seasonality, consumer appeal, and support for food choices based on an ever-increasing list of impending health crises can help maintain demand in a busy retail environment. No-one ‘fesses up’ to poor food choices, and no-one wants to eat the same meal all the time (bar the aptly named ‘crusty old bar flies’!). So, the challenge for every cook and chef, is: how do you offer broad-based dining appeal, increase variety and include the gluten-free, calorie-free, cholesterol-free, nut-free, diabeticapproved choices? One solution is to include beautiful, fresh spring asparagus on the menu. This fresh, clean vegetable is ‘big’ enough to provide bulk, satiety and ‘mouthfeel’ to any dish; it pairs beautifully with all major cuisines, and is equally delectable eaten hot or cold. The enterprising among you may even come up with a dessert solution (if parmesan ice cream can be a winner, bring on vegie ubiquity, I say!). With a nod to those consumers concerned about reducing their carbon footprints and joining the green journey by sourcing local, quality produce, we recommend you only use Australiangrown asparagus. Why should we be concerned about where our food comes from? A very clever person once commented: ‘Shipping is a terrible thing to do to vegetables. They probably get jet-lagged, just like people.’ More than 93 per cent of Australia’s asparagus is produced in the Koo Wee Rup area of Victoria, well known for its fertile peat soils. Asparagus from this region has earned an enviable reputation for being 100 per cent clean and green, and its luscious eating quality is esteemed on both domestic and global markets. As to addressing the healthy side of menu choices, the humble green spear is a veritable grab-bag full of nutrition. Asparagus can be considered nature’s equivalent of a big Berocca. It is chock-full of essential B-group vitamins (folate, thiamin, riboflavin, niacin, B6 and biotin), along with vitamin C, and that makes it the perfect candidate for

52 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

a pick-me-up breakfast, along with eggs and bacon, of course! Forget about any stories you may have heard about asparagus making your pee smell: that only affects half of the population. Add some garlic and parsley to the dish, and all sins are nullified! The potassium and rutin found in asparagus help to regulate blood pressure and strengthen blood vessels, which is important for our (sadly) ageing population. It also contains beta carotene, the precursor to vitamin A. Add the fact that it is a substantial source of folate, which is needed by every person even vaguely considering getting in the ‘family way’, and the emerging research that asparagus has bio-active compounds like antioxidants, which help protect the body against future disease, and you have a pretty impressive vegetable.

FOOD SERVICES

With only 67 kilojoules (16 calories) in a serve, asparagus happily passes on its good nutrition without affecting our weight. Asparagus has no cholesterol, and virtually no fat, making it perfect for body builders, the health conscious, and those who want to eat like kings while still appeasing the doctor. Now, down to business. Costing and menu placement are both catered for, as Aussie asparagus spears are available in three standard sizes, making portion control and costing a non-issue. Asparagus is also suitable for both entrée and main course platings.

WHEN IS IT AVAILABLE? Australian-grown asparagus is available from September to March. Green asparagus is the most popular variety, and is the most commonly grown asparagus in Australia. A small amount of white asparagus (long considered a delicacy, particularly by Europeans) is produced to satisfy customer demand. Purple asparagus has a delicate, fruity flavour, and a tender, crisp texture. Its colour derives from a naturally occurring pigment.

SO, WHERE DOES ASPARAGUS FIT ON THE AVERAGE MENU? It is probably one of very few ingredients that is healthy enough to get past the nutritional gatekeeper, and function as a side dish in its own right – a highlight ingredient in any

warm or cold menu item, recognisable by all, yet suitable to be served to cross-generational, ethnically diverse and income-disparate customers. Not even the majestic truffle can claim that! Asparagus can be steamed, deep-fried, wok-cooked, grilled, barbecued, marinated, and just as easily served simply with some lemon zest and butter, or included as the garnish on a composite dish. It is a long-life vegetable, capable of lasting two weeks if stored correctly, so wastage or perishability shouldn’t be a consideration. With a little creativity thrown in (think garden variety ingenuity, not NOMA standards), you can derive maximum value from this culinary chameleon by fully extending its depth as a menu item. Asparagus can be easily stretched from a start-of-service brekkie dish to a hurried lunch vegetarian paella, to a hot roast sandwich filler, or a late-night supper snack. Are deep-fried snacks the most popular items on your menu? No problem; drop asparagus into some buttery panko crumbs and lure your customers over to the fresh side with a yummy sauce to dip it in (and you can still serve it with chips). So, whether you cater to the bar scene, or are looking to be über cool with a rustic or super slick ambience; whether your punters prefer a ponzu sauce or a rosemary seafood cream, with service being held anywhere from a beer garden to a buffet – all will recognise your ingenuity in including this fresh, seasonal green on the menu. And your bank balance will thank you for it. C&PM

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WHY SERVE ORGANIC?

BY KATHY COGO, AUSTRALIAN ORGANIC

Offering patrons organic food and drink might once have been met with surprise. Today, organic food is so mainstream that such an offering wouldn’t be unusual; in fact, it is likely to be a very popular addition to your menu.

hy do people buy certified organic? According to the Australian Organic Market Report 2012, it’s because organic products are free of synthetic chemicals, are not genetically modified, and, in the case of animal products, are free-range and hormone- and antibiotic-free. The word ‘organic’ isn’t regulated in Australia to the extent that it is overseas, so your guarantee that what you’re buying is bona fide organic is to look for a certification logo, like the Australian Certified Organic Bud logo. Australian Certified Organic is the most recognised organic logo, and it appears on the majority of certified organic products found on Australian shelves. The certifier routinely and randomly audits its clients to make sure that they’re adhering to the strict organic standards. If you’re trying to work out if your patrons are the types to eat organic just by looking at them, chances are you won’t be able to. Consumer research shows that people who choose organic products are not identified by their demographic, but rather their values. We don’t know the average income of organic consumers because it varies greatly and, with the availability of organics increasing 54 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

(four out of five organic consumers buy organics from supermarkets), it’s a choice made by a wider demographic than just middle-income families. Woolworths’s organic brand, Macro, is one of its fastest growth lines, and it’s trying to attract more organic producers and suppliers to keep up with demand.

SHARE THE ORGANIC STORY WITH PATRONS Organic produce usually has a good, interesting and ethical story behind it. If you don’t already buy organic produce, consider introducing one line at a time – wine, for example. Certified organic wine is competitively priced and readily available. Wine is also one of the organic industry’s fastest-growing commodities.

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Australian Organics’s Dr Andrew Monk says, ‘The national production value of organic wine is $4.8 million. Organic wine grape production increased by 107 per cent in 2010/2011.’ Angove is the 16th-largest wine company in the country, and bottles organic and conventional wine, but is gradually moving to organic practices across its vineyards. Angove supplies 6000 licensed premises in Australia, and about 25 per cent of them stock one or two products from Angove’s organic range. The organic range accounts for 10 per cent of the company’s sales in Australia. Kalleske, Henschke Wines, Lowes, Harris Organic Wines, Yalumba and Gemtree Vineyards all make fabulous-quality certified organic wines. If steak is on the menu, consider buying organic beef; there’s plenty around and like wine, it gives you an opportunity to build a story into the menu, telling your customers about the meat they’re eating. It lets your customers know that your business cares about how the animal has been raised and that their lunch is supporting ‘Farmer Joe’ in South Australia, whose free range cattle are not treated with hormones and routine antibiotics, and are handled with care, from the farm gate to the certified organic processing plant.

WHY YOU SHOULD BUY ORGANIC Certified organic means a lot more than being grown free from synthetic chemicals. It’s also: •

free-range; certified organic producers cannot use feedlots or cages to raise animals – they must be free ranging and be able to carry out natural social behaviours

•

cruelty-free; testing on animals is prohibited in organic standards and animals must be handled humanely from the beginning to the end of their lives

•

hormone- and antibiotic-free; organic standards prohibit hormone growth promoters – the routine use of antibiotics is also prohibited and animals that must be treated with drugs for welfare reasons cannot be sold as certified organic

•

GM-free; genetically modified seeds and plants cannot be certified organic

•

artificial-additive free; synthetic additives, such as preservatives and colours, are prohibited from certified organic products.

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WHERE TO BUY ORGANIC

ORGANIC SUGARPLUM AND

If you buy wholesale, there are certified organic wholesalers in most states and territories. Eco Farms is one of the largest on the east coast; based in Sydney, it services New South Wales and Victoria. Servicing Queensland, United Organics has been in the industry for a long time. More often than not, because the industry is comparatively smaller, organic fruit and vegetable supply ties in with the seasons, so if you’re providing an organic menu, plan around what’s in season. Some processors offer frozen fruit and vegetables.

CHOCOLATE TORTE

Buying organic is the best way to tell your patrons how much your business cares about where its ingredients and produce come from. C&PM

• 2/3 cup (150g) caster sugar

INGREDIENTS • 8 sugarplums* • 1 cup brown sugar • 1/4 cup liquor (brandy, rum) • 200g dark chocolate, roughly chopped • 150g unsalted butter

• 3/4 cup (100g) ground almonds • 5 eggs, separated.

Researcher company IBISWorld predicted that organics would be Australia’s fastest-growing industry in 2013. The Australian Organic Market Report 2012, commissioned by Australian Organic, estimates that the industry in Australia is worth $1.27 billion. It also found that more than one in 20 Australians are regular buyers of organics, and almost two out of three people bought organic products in 2011.

METHOD 1. Preheat oven to 180°C. Grease sides and line base of a 20-centimetre spring-form pan. 2. Halve and remove the stone from the sugarplums (a teaspoon may be useful for this job), and place them skin-side down on a baking tray. Place half a teaspoon of brown sugar in the centre of each sugarplum half. Drizzle each sugarplum half with a little liquor. Put in the oven for 45 minutes or until the plums are softened and beginning to collapse. CONTINUED ON PAGE 58

56 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

FOOD SERVICES

MAKE THE BEST of your business with Scotsman ice! A

s the heat starts to pick up for another year, customers are reaching for that refreshing drink that would be nothing without some quality ice cubes. Pure, crystal-clear ice cubes enhance the quality of the drink, bringing the overall customer experience to its peak. Scotsman has been designing and manufacturing ice machines for over 50 years, and reliability and innovation have remained their top priorities. Scotsman ice machines, proudly Italian- and United States-made, and distributed in Australia by Scots Ice Australia Foodservice Equipment, have been known as the benchmark in the food services segment where the brand is a synonym of ‘ice’. Scotsman machines are considered ‘classic’, while they continue to raise the bar for quality, design and innovation, maximising hygiene, ergonomics and ease of use and concentrating on what matters most to the owner/operator. Scotsman has recently participated in setting up the first ‘green restaurant’ with their new, environmentally friendly,

low-carbon emission range of propane-model ice makers, voted finalist for the ‘best new product’ at the 2013 Fine Food Australia exhibition. Scotsman’s vast range of models with varying production capacities and ice types are suitable for any type of establishment; Scotsman is the answer to all needs of production, storage and distribution of quality ice. C&PM

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CONTINUED FROM PAGE 56

3. Place chocolate, butter and sugar in a heatproof bowl. Place over a saucepan of simmering water and stir chocolate until melted and smooth. Remove from heat. Stir in ground almonds and egg yolks. 4. Whisk eggwhites until firm. Stir in a small amount of eggwhites into chocolate mixture. Gently fold in remaining eggwhites. 5. Pour mixture into prepared pan and top with 8 sugarplum halves. Bake for 5 minutes. Take the torte out of the oven and arrange remaining sugarplums on top of the torte. Bake for another 45 minutes, or until firm to the touch. Cool in pan for 5 minutes, before removing to cool completely. Serve with double cream. *In the picture the sugarplums are a variety called tulare giant.

METHOD 1. Wash and dice the nectarines. Place in a bowl. 2. Finely slice the red onion (use a mandolin if you have one). Add to the bowl. 3. Add the jalapeno, coriander/parsley, lime juice, olive oil, cumin, salt and pepper. Mix together. (The quantities of these ingredients are just a guide; add as much or as little depending on your taste preferences.) 4. Serve as an accompaniment to steak, chilli con carne, steamed fish or chicken.

ORGANIC STONE FRUIT TEACAKE INGREDIENTS • 1 ½ cups (225g) self-raising flour • ¼ teaspoon salt • 125g unsalted butter, at room temperature • 1 cup (220g) caster sugar, plus 2 extra teaspoons • 1 teaspoon vanilla essence • 2 large eggs • ½ cup (125ml) sour cream • 4 to 5 pieces of stone fruit (firm but ripe).

ORGANIC YELLOW NECTARINE SALSA INGREDIENTS • 4 yellow nectarines • 1 small red onion • 1 jalapeno chilli, finely diced • ½ cup roughly chopped leafy herb (coriander, continental parsley or mint) • Juice of 2 fresh limes (or ¼ cup bottled lime juice if fresh is unavailable) • 2 tablespoons olive oil • 1 teaspoon ground cumin seeds • Salt and pepper to taste.

58 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

METHOD 1. Preheat oven to 180°C. Grease an 18cm x 28cm nonstick pan and line the base with baking paper. 2. In a bowl, beat butter and 1 cup sugar with an electric mixer until light and fluffy. Beat in vanilla essence. 3. Add eggs one at a time, beating well after each addition. 4. Sift flour into the mixture and add sour cream, then fold mixture until just combined. Spoon into prepared pan, smoothing the top. 5. Chop up stone fruit as roughly or neatly as you like and place over the top of the cake mixture. Sprinkle with the extra 2 teaspoons of sugar. 6. Bake for 30 to 35 minutes, until a skewer inserted into the middle comes out clean. C&PM

FOOD SERVICES

POLISH-FREE glassware and cutlery

ave you ever stopped and worked out the time and cost of polishing your glassware and cutlery? Add breakages to the equation, and the cost might shock you. The Winterhalter UC series with the XS Romatik can help you, as this system guarantees a polish-free result, using reverse osmosis technology to remove all the impurities in the water and leave you with gleaming glasses. Winterhalter Australia has been selling the XS Romatik for the last two years, and the system was voted best new hospitality product at the 2011 Fine Food show in Sydney. The XS Romatik is compact at only 142 millimetres wide and 468 millimetres high, and fits neatly next to the Winterhalter glasswasher. Used widely by top restaurants, pubs and RSL clubs, the system is ideally suited for busy establishments where polishing is a cost, or where health and safety issues are a concern.

The Winterhalter UC Glasswashers come in four sizes. The UC-S suits the standard Australian baskets (14 by 17inch), the UC-M, L and XL all take the European 500-by500-millimetre baskets. All machines are double-skinned for quiet operation, and all models have been smart water-approved.

Reduce your labour, energy, and breakage costs. Wash the Winterhalter way. The award winning Romatik XS reverse osmosis water filter gives unparalleled cleaning results when matched with our UC series glasswasher, removing the need for glass and cutlery polishing. Contact Winterhalter Australia on 02 9645 3221 for further information about our money saving washing solutions. www.winterhalter.com.au

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UPSKILLING

and working within the local community The new business owners of Steps Australia, Adam Hepburn and Craig Robinson, believe that the work they do with and for the community is one of their biggest assets, after becoming a registered training organisation (RTO) earlier this year.

‘W

e wanted to create an RTO that gave back to the community. We wanted to be industry-focused, but community-driven,’ says Hepburn. Steps Australia has been operating since 1996 and working with organisations like Centrelink, Job Search Agency and other government-funded initiatives to train and educate the long-term unemployed, people with disabilities, or those seeking further training in their industry. With over 50 years in the hospitality industry between them, both Mr Hepburn and Mr Robinson know the importance of hiring the right staff. ‘We recruit and employ only the best trainers within the industry. We need staff who are current

60 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

‘WE WANTED TO CREATE AN RTO THAT GAVE BACK TO THE COMMUNITY. WE WANTED TO BE INDUSTRY-FOCUSED, BUT COMMUNITYDRIVEN,’ SAYS HEPBURN. within their field and up to date with the latest trends. It is the only way to remain in touch with the fast-paced hospitality industry,’ says Mr Hepburn. The pair looked first to their local community in Geelong. Working with the local Industry Trade Training Centre in areas such as baking, kitchen operations and general hospitality proved that the hospitality industry, in particular, had a major gap in supply of staff. ‘We want to continue to create the type of training facility that can teach people from all walks of life,’ says Mr Robinson.

EDUCATION AND TRAINING

‘There is such a shortage in so many industries at present, and we believe that we can help train the unemployed, people with disabilities and those with learning difficulties, and help them to establish themselves within their industry by giving them the tools and knowledge that they need.’ Working with organisations like The Royal Society for the Blind helped Mr Hepburn to, again, see the large gap in industries. ‘We taught the vision-impaired students skills through basic barista courses, food handlers’ and responsible service of alcohol certificates. Most of these are necessary to work in the hospitality industry and help them gain long-term jobs. The training and education that we give these students become skills for life. ‘People who are unemployed for long periods of time, or are disabled, need a different approach when it comes to going to or going back to study; they need more encouragement. They need time spent showing them what they can achieve by getting an industry-recognised qualification.’ Recently, Steps Australia worked with Encompass, a community service based in Geelong, to help people with disabilities to gain their kitchen operations and cleaning operations certificates. ‘They are as keen as anyone to succeed in their jobs. The hard part for employers is to understand and adapt for the employee, not the other way around. There is nothing like good old-fashioned job satisfaction. It is not just a charitable action to employ a disabled person; they are a viable employment option,’ says Hepburn.

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: • 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.

‘Outside of hospitality, we also teach bookkeeping and warehouse operations. This gives us a bigger scope for the future, and their futures as well,’ says Mr Robinson. C&PM

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CUSTOMERS WAIT, grind their teeth

and then never come back BY GEOFF WOHLSEN, DWS

Waiting is frustrating, demoralising, aggravating, annoying, sometimes undignified, and always costly. It is therefore imperative that managers educate their staff on how to pacify customers during busy periods. 62 â&#x20AC;˘ CLUBS AND PUBS MANAGER SUMMER 2013â&#x20AC;&#x201C;2014

ecently, I stayed in a new residential tower on the Gold Coast. The website and brochures (and the price) suggested a five-star experience. When we arrived, the receptionists in the foyer were indifferent. While waiting to be acknowledged at one counter, two other guests were served at another counter before us, even though we had been waiting longer. The instructions on where to park were unclear and confusing. But worst of all, one of the lifts was out of order for the whole week, causing long delays; on one occasion, it took us over 20 minutes to get down to breakfast.

EDUCATION AND TRAINING

We complained, but there was no follow-up. The Facebook page didn’t deal with the matter, either. We were then subconsciously on the lookout for more problems. I wonder how much better the experience would have been if management had just slipped an apology note under the apartment door, acknowledging the problem and letting us know when peak lift times occurred and how to avoid that time. The psychology and customer service impacts of waiting to have needs met are important for the hospitality sector. In a three-hour visit to a club, a member can spend collectively up to one hour waiting, in one way or another. That’s onethird of their time in the venue spent waiting in line, waiting for a meal or waiting for payouts. It seems that we now offer another experience in our venues, additional to food, beverages, entertainment and gaming; we can now add ‘waiting’ to our core service offering. Most people don’t mind waiting for a period of time. It’s inevitable that your customers will wait for something. But how many of us think about how we manage our customers’ waiting times? A 1985 Harvard University study on waiting times in bank queues suggested that customers became agitated and unsettled after five minutes, before calming down for a period, and then becoming very unsettled again at the 10-minute mark. The study found that the customers waiting in line always overestimated how long they had been waiting by a substantial margin. So, for example, if they had been waiting for eight minutes, it felt to them like 12 minutes. Waiting experiences were made even more uncomfortable and annoying when they saw staff behind the counter doing tasks other than serving, when staff appeared to be doing their jobs slowly, when customers were served before others who were waiting longer, and when they didn’t know how long it would be before they were served. A lack of acknowledgement of the waiting time was a key area of concern for customers. All businesses know that a bad experience will lead to a person declaring that they will never return. It’s well known that a bad experience will consume dinner-table conversation time and time again. We also know that businesses have exceptional clients that they would never want to lose, such as those who visit venues almost daily and use all of the services the club has to offer. Nobody wants to lose customers. The textbooks on customer service tell us that the first rule of growing a customer base is customer satisfaction, which is

MOST PEOPLE DON’T MIND WAITING FOR A PERIOD OF TIME. IT’S INEVITABLE THAT YOUR CUSTOMERS WILL WAIT FOR SOMETHING. BUT HOW MANY OF US THINK ABOUT HOW WE MANAGE OUR CUSTOMERS’ WAITING TIME? determined by the correlation of a customer’s expectations with their actual experience. The actual experience must exceed expectations for a positive experience. So, if our customers have a nine-out-of-10 actual experience, but expected a six-out-of-10 experience, the final level of satisfaction is positive and the customer is satisfied. But what if the actual delivery is only five out of 10, and we promised a 10-out-of-10 experience? Customers certainly won’t return for the other part of the 10. Here is a good example of both managing the perception and the expectation of waiting times. A well-known hotel group received complaints from guests about excessive waiting times for lifts in one of their properties. After an analysis of how lift service might be improved, it was suggested that mirrors be installed near where guests waited. The natural tendency of people to check their personal appearance substantially reduced complaints, although the actual wait time remained unchanged. Some restaurants follow the practice of promising guests a waiting time a little in excess of the expected time. If people are willing to agree to wait this length of time, they are quite pleased to be seated earlier, starting the meal with a more positive feeling. If customers sit down in a good mood, it’s easy to keep them happy and they don’t mind ordering freely. If they sit down disgruntled, it’s almost impossible to turn them

CLUBS AND PUBS MANAGER SUMMER 2013–2014 • 63

EDUCATION AND TRAINING

around. They’re already looking to find fault and to criticise your service. So, here are the key points I take from the many great pieces of research in the psychology of waiting: • Don’t avoid customers when you know the wait has been too long. To prevent heightened distress, the number-one rule is ‘more communication is better than too little’. • Occupied time feels shorter than idle time. Boredom results from being attentive to the passage of time itself! It is common practice to hand out menus for customers to peruse while waiting in line. Some venues turn the waiting area into a bar, which adds to revenue as well as occupying time. Use can be made of posters, reading material, and television screens to distract the attention away from the passage of time. Waiting is one of the most significant issues for Disney theme parks; so, they turn the waiting period into part of the entertainment experience. More recently, Disney has been a great exponent of the lagniappe (pronounced ‘lanyap’). It’s a small, unexpected gift, such as a key ring, a small toy or an extra doughnut.

• People want to get started. One of the other virtues of handing out menus, providing a drinks bar and other methods of service-related time-fillers is that they convey the sense that the service has started, and that staff know the customer is there. • Anxiety makes waits seem longer; but dealing with the situation eases the anxiety. A great example of this is when airlines make on-board announcements that connecting flights are being held for a delayed flight, or when movie theatre managers walk down the line reassuring patrons that they will get in. • Uncertain waits are longer than known waits. Your staff members need to demonstrate maturity to be able to communicate with customers who are obviously waiting and are becoming agitated. • Unexplained waits are longer than explained waits. By acknowledging the wait and explaining the situation, you diffuse the anxiety and provide the customer with a sense of understanding. Sizzler restaurants often do this well. Its lagniappe is the cheese toast. Recently, I was waiting in line at a Sizzler store, and waiters ventured down the line, offering the free toast that patrons would have received at their tables anyway. • Unfair waits are longer than equitable waits. In many waiting situations, there is no visible order to the waiting line. In situations such as waiting to be served at a bar, the level of anxiety demonstrated is high, and the group waiting is less a queue than a mob. Instead of being able to relax, each individual remains in a state of nervousness about whether their priority in the line is being preserved. Good bar attendants make a mental note of who is next. The attendant who comes into the bar late to help should ask the bar attendant who was next and not the customers. • Solo waits feel longer than group waits. Whatever service organisations like clubs can do to promote the sense of group waiting, rather than isolating each individual, will tend to increase the tolerance for waiting time. I wonder how many of us train our staff to recognise and deal with the anxiety of waiting and queuing. How many of us have systems in place to deal with long waits? Do we empower our staff to provide free garlic breads to compensate for long wait times? The venues that do have these systems and training in place will have happier customers and, no doubt, happier staff. C&PM

64 • CLUBS AND PUBS MANAGER SUMMER 2013–2014

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