2052 c p winter 2014 lr by Executive Media

CLUBS&PUBS manager Winter 2014

Print Post Approved 100009099

Contents NEWS Time to dust off your old investment policy? 2 A celebration of food 4 Point of sale, point of difference! 5 The Australian Furniture Industry Awards 2014 8 The importance of a CO2 monitoring system in venue cellars 10 Silver anniversary Australasian Gaming Expo set for Glebe Island 12 Don’t get rolled! 14 What should you look for in a gaming partner? 16 Clubs recognised for their community spirit 18 Making a great night out a safe night out 24 A new take on loyalty 26 The magic of truffles 28 Foodservice show draws a quality crowd 33 A flexible way for keeping cool 35 Intelligent sound system cuts power bills and delivers excellence 38

POINT OF SALE Is your venue PINwise? 40 Chip and PIN EFTPOS terminal tipping functionality 42

MANAGEMENT Investing in human capital to obtain a competitive advantage 44

GAMING Editor: Giulia Heppell Designed by: Alma McHugh Published by:

ABN 30 007 224 204

430 William Street, Melbourne VIC 3000 Tel: (03) 9274 4200 Fax: (03) 9329 5295 Email: media@executivemedia.com.au Web: www.executivemedia.com.au Cover image: Barooga Golf Club Resort Photographer: Alex Donnini Alex Donnini Photography | 0407 511 504 adphotography@optusnet.com.au The editor, publisher, printer and their staff and agents are not responsible for the accuracy or correctness of the text of contributions contained in this publication, or for the consequences of any use made of the products and 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 within 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.

Orion Art delivers quality and innovation The case for developing gaming expertise in-house How new technologies are impacting gambling, both in and outside of venues

46 48 50

INTERIORS AND ARCHITECTURE A sustainable future 53 The art of outdoor spaces 54 Intelligent heating solutions with energy efficiency 55 The luxury of design 58 A guide to outdoor areas 59 Commercial flooring solutions for clubs and pubs – designed with purpose and focused on commercial businesses 62 Transform your venue with a dash of green and a splash of colour 64 Barooga Golf Club Resort’s new look 68 Profit from play with a bespoke playground 73 Not your average venue 74 A fitting carpet for every floor 75 New projects giving life to old venues 78

SECURITY Keeping clubs and pubs safe

BEVERAGES Is your wine really organic?

FOOD SERVICES So much more than guacamole Trusted in the food service industry

85 88

EDUCATION AND TRAINING Fostering next-generation talent 90 Why you should retain your staff this year, and how to do it 92

CLUBS AND CLUBS PUBS AND MANAGER PUBS MANAGER SUMMER WINTER 2013–2014 2014 • 1

NEWS

TIME TO your DUST OFF old investment policy? Community First Credit Union Alliance Development Manager Duncan Cassar 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), licensed 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 WINTER 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, member-owned 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 Duncan Cassar, Alliance Development Manager, on dcassar@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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NEWS

A CELEBRATION OF FOOD

The annual Noosa International Food and Wine Festival celebrated its 11th year in May, and festival-goers were invited to taste the best of the region.

etween 15–18 May 2014, the Sunshine Coast came alive with the bright colours and delicious aromas of the region, as the renowned Noosa International Food and Wine Festival attracted over 31,000 attendees. The festival was jam-packed with over 100 separate events, masterclasses and tastings that showcased the latest trends in food and wine, and highlighted the very best of the region’s fresh produce. Over the four days, eight food trail trips were held. These included: • Seafood Afloat trails, on which guests cruised up the Noosa River on a boat and enjoyed a fabulous lunch, along with talks from industry professionals and producers about the produce from the river and ocean • Asian Food Trails, with the world’s top Asian chefs – including David Thompson, Martin Boetz and Louis Tikarim – in attendance, and hosted by Matt Preston. 4 • CLUBS AND PUBS MANAGER WINTER 2014

Guests wandered through the herb and spice gardens, then lunched with these top chefs, while discussing the produce from the farm • Hinterland Strings and Straw Food Trails, where guests travelled to the Blackall Ranges and through a working farm in a four-wheel drive, and experienced the true ‘farm’ experience, followed by a beautiful lunch with top chefs. The final food trail was to the Apollonian Hotel, a 100-yearold hotel at Boreen Point, where guests were able to experience a ‘true’ Australian pub with a bluegrass band and a fabulous lunch. The festival also hosted celebrity chef cooking demonstrations, which exposed the audience to the different ways in which the produce could be used.

continued on page 6

NEWS

POINT OF SALE, POINT OF DIFFERENCE! S wiftPOS Pty Ltd has been supplying clubs and pubs in Australia and New Zealand with point of sale software for over 18 years.

In recent years, SwiftPOS point of sale software has evolved into an all-encompassing management tool, covering food and beverage management, as well as gaming and general management of the venue. SwiftPOS allows users to monitor their location or venue performance by using the live sales dashboard on any phone, tablet or computer, instantly showing live trade figures of the days, weeks or months, and comparing the figures to a previous period. Experience shows that SwiftPOS customers are increasing their customer loyalty, turnover and revenue due to detailed tracking of management information, which allows for immediate analysis of crucial components, such as staff levels and essential costs. SwiftPOS’s comprehensive integration with all gaming systems in Australia enables effective member management, as well as the reward of valued members.

Member details can be retrieved using the poker machine number, allowing purchase of refreshments using member’s loyalty points, or cash or promotional accounts. SwiftPOS’s integrated features include bistro menu boards, kitchen order terminals, raffle ticket sales, self-serve order kiosks, door-entry kiosks, promotional vouchers, gift cards, gym access control, as well as many other features specifically designed for the club and hotel industry. C&PM For more information, contact pos-info@swiftpos.com.au.

POINT OF SALE SOFTWARE

r Custome Display

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www.SwiftPOS.com.au CLUBS AND PUBS MANAGER WINTER 2014 • X 5

NEWS

continued from page 4

According to O’Brien, ‘Chefs get a lot of exposure to new products, and if they attend some of the dinners or lunches, they see the trends coming from different chefs around Australia; for instance, beef short rib was very popular among some Australian and international leading chefs attending.’ When asked about some of the trends that were explored during the four days, O’Brien reveals: ‘There is great interest now in using natural, Indigenous products. Also, [there is great interest in] the sustainable use of seafood. There is very little wild-caught seafood that people use now; there is a great movement towards farmed product, which, in time, is growing in quality and quantity – for instance, new products like Cloudy Bay Clams and Glacier 51 Toothfish, and Gympie Red-Claw Crayfish.’ The festival also brought together more than 80 of the nation’s best winemakers, who came together for a series of truly remarkable wine experiences and masterclasses hosted by Aaron Brasher, Peter Forrestal and Ken Gargett, just to name a few. While there were many wine highlights during the four-day event, O’Brien lets us know that the true star of the festival was champagne. ‘There’s always a great deal of interest in new blends; however, the resounding popularity with every festival lies with champagne and sparkling wine, which were by far the most popular beverage at the festival.’ C&PM ‘The cooking demonstrations were all popular. Obviously, chefs who appear regularly on television tend to hit the popularity stakes, but there is now a great interest in vegetarian products and also healthy diet and lifestyles,’ says Festival Director Greg O’Brien. The Grand Marquee at the festival village was full to the brim with the delicious Produce Award exhibitors. These were the finalists of the delicious magazine Produce Awards, and the festival provided the opportunity to engage not only with festival attendees, but also with the chefs. A lot of interest came this year from international chefs, such as Julien Royer and Alvin Leung, from Singapore and Hong Kong respectively, who were looking to source exceptional produce for their overseas restaurants. That was an incredible opportunity for Australian producers. Food and wine festivals are not only a fantastic opportunity to indulge in the local produce and tipple; they also serve as a great educational tool for those in the hospitality industry. Club and pub managers, as well as restaurant and bistro chefs, are all able to gain a keen insight into the trends in the food and wine sector, which, in turn, allows those in the industry to update their menus accordingly.

6 • CLUBS AND PUBS MANAGER WINTER 2014

To find out more about the festival, and to save the date for next year’s event, visit www.noosafoodandwine.com.au All images courtesy of the Noosa International Food and Wine Festival.

O V E R

3000

I N S T A L L S

156%

148%

202%

155%

109%

1800 150 432

ÂŠ2014 Aristocrat Technologies Australia Pty Limited, Aristocrat, itâ&#x20AC;&#x2122;s all in the game, VIRIDIAN WS, game names and the Aristocrat logo are trademarks or registered trademarks of Aristocrat Technologies Australia Pty Limited.

Data supplied from NSW Maxgaming Sample (Clubs & Hotels) for month of April 2014. Performance figures quoted are expressed as a % of Denomination Average

NEWS

THE AUSTRALIAN FURNITURE INDUSTRY AWARDS 2014 The annual Australian Furniture Industry Awards are the highlight of the furniture industry calendar.

This year, the Australian Furniture Industry Awards have a newly included category: the ‘Industry Leadership Award’. This award specifically recognises outstanding economic, social and environmental achievement, including the use of clean, green, and environmentally sustainable materials and production techniques.

he Awards acknowledge excellence, encourage innovation and design within the industry, and celebrate the successes of the Australian furniture sector.

The Australian Furniture Industry Awards nominations were open to members and non-members of the Australian Furniture Association (AFA) in all states and territories in Australia. Nominations closed on Friday 13 June 2014.

Award categories have been expanded for 2014, and have continued to evolve to meet industry demand and community expectations. This year’s Awards cover residential and commercial products, as well as processrelated categories, and categories that recognise excellence in student design, professional design, supply and retail.

The National Award Winners will be announced at the Australian Furniture Industry Awards Gala Dinner on Saturday 12 July 2014. This year’s Gala Dinner will be held in Melbourne, and promises to be the most spectacular one yet. The event will be hosted by internationally recognised broadcaster Jo Pearson in the World Heritage-listed Royal Exhibition Building, in Carlton.

While all of the Awards have traditionally taken into account the quality of materials used in the furniture that is being judged, a greater focus is now being placed on the use of safe, green and environmentally sustainable materials. Likewise, the ‘Excellence in Manufacturing Processes Award’ recognises a business that can demonstrate and provide evidence of innovation and excellence in manufacturing processes, with a focus on how effectively the design brief has been met; and, importantly, on the efficiency of the production process through the innovative use of materials and production techniques.

8 • CLUBS AND PUBS MANAGER WINTER 2014

A wrap-up of the evening will be included in the spring edition of Clubs and Pubs Manager, which will showcase the current trends in furniture design and manufacturing as shown by Award-nominated pieces. The wrap-up will also highlight entrants that went above and beyond in ensuring that their product has been made using ethically sourced materials and produced in a sustainable way. C&PM For more information, visit www.australianfurniture.org.au/afia.

NEWS

THE IMPORTANCE of a CO2 monitoring system in venue cellars

Carbon dioxide (CO2) leakage remains a potential killer for any hospitality venue that doesn’t have a properly fitted and maintained CO2 monitor. Is your club or pub at risk?

ylinders storing carbon dioxide and nitrogen, which are used to either carbonate soft drinks or propel beer, can be dangerous if the delivery systems or storage cylinders develop leaks. The colourless and odourless gas is undetectable by human senses; therefore, the presence of CO2 in a non-naturally ventilated space can be lethal in a matter of seconds. With the potential for pressurised gases to escape from leaking equipment connections or damaged hoses, the only way to safely monitor for carbon dioxide leaks and ensure staff safety is to fit a carbon dioxide alarm.

10 • CLUBS AND PUBS MANAGER WINTER 2014

In order to combat this hazard in the club and pub sector, Hoshizaki Lancer has released the LogiCO2 MkVII – a selfcalibrating CO2 monitoring system. The Lancer LogiCO2 MkVII safety system has a patented automatic calibration, requiring just the press of one button on an annual basis to test that all functions are working properly. When combined with a 15-year sensor life, this monitoring system ensures long-term, maintenance-free operation for publicans and venue managers. However, many cellars and venues that are required under Australian Standard AS5034 to have a CO2 monitoring

NEWS

The beer essentials We are Australia’s largest beer systems company. The Lancer Beer Systems team can help you with: > Preventative maintenance programs > Beer systems repairs > Breakdown support > Beer systems design

system installed since the end of 2011 still have no such equipment in place – endangering both staff and patrons. The majority of the systems on the market require regular calibration. If a monitoring system isn’t calibrated properly, then its effectiveness is at best minimal and may create a false sense of security, which is why CO2 monitoring systems, such as the Lancer LogiCO2 with its automatic calibration system, are so effective. The LogiCO2 system can be upgraded to include up to four sensors, with two individually programmed relays that can activate remote warning beacons or ventilation. The product features three preset alarms for continuous monitoring for CO2 in cellars and other non-naturally ventilated spaces.

> High quality installations > Spare parts and beer systems consumables > After hours and over the phone technical support advice.

The first is a time-weighted average reading of 0.5 per cent, highlighting very low levels of leakage to raise the awareness of staff to potential problems. The second is a pre-alarm, which is activated at a CO2 air level of 1.5 per cent, notifying staff and allowing personnel to investigate and safely repair any leaks. The final alarm is activated at three per cent CO2 presence, chosen to ensure that no-one is exposed to immediately dangerous to life or health (IDLH) levels, which occur at four per cent. The system has a remote digital display, enabling monitoring of the gas storage area from the office or elsewhere within the building. The sensor also monitors temperature, displaying the temperature on the sensor as well as the central unit. An alarm can also be activated to ensure that temperatures remain correct. C&PM For more information, please call 1300 146 744, email info@lancerbeverage.com, or visit www.lancerbeverage.com. 326092A_Lancer | 2052.indd 1

27/05/142014 11:38•AM CLUBS AND PUBS MANAGER WINTER 11

NEWS

SILVER ANNIVERSARY AUSTRALASIAN GAMING EXPO SET FOR GLEBE ISLAND

very year since 1990, the Australasian Gaming Expo (AGE) has attracted top gaming and hospitality industry executives. This year’s 25th Gaming Expo moves to the new Sydney Exhibition Centre @ Glebe Island, with more space, more features and more exhibitors on offer. The Gaming Expo is on 12, 13 and 14 August this year, and its 15,600-square-metre breadth makes it one of the largest trade events in Australia, and easily the largest gaming event. Owned and operated by the Gaming Technologies Association, the Gaming Expo is the ultimate showplace for new gaming technologies for casinos, clubs and hotels. The biggest attraction is always the new games from poker machine suppliers, who look forward to August each year to unveil their latest and greatest games and machines. The Association’s primary members – Ainsworth, Aristocrat, Aruze, Bally, IGT, Konami and WMS Gaming – are the world’s best at their trade, and the Gaming Expo right in the heart of Sydney presents a great opportunity for their customers from around the region. However, poker machines are not the only attraction, with more than 160 exhibitors proudly showcasing audiovisual equipment, ATM equipment, building services, cash handling and equipment, consultancy services, entertainment, financial services, food and beverage, furniture, information technology, interior design and fit-out, marketing services, membership management, paging and communication, point-of-sale systems, retail, security, signage and displays, and staff uniforms. There’s definitely something for everyone. More than 160 companies have signed up for 15,600 square metres of exhibition space, which is about the size of an Australian Rules football field. Last year, well over 2300 visitors attended each of the first two days, with more than 1100 backing up for the third day. They came from every Australian state and territory, along with a big contingent from New Zealand, and international guests from America, Europe and around the Asia-Pacific region. Visitors who attend the Australasian Gaming Expo are eligible to win a trip for two to the Global Gaming Expo in

12• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

Las Vegas – including airfares from Sydney and five nights at the luxurious Palazzo Venetian Resort and Casino. One trip for two will be drawn on each day of the Gaming Expo. Another new feature in 2014 is the AGE14 app, which is available at the Apple Store or on Google Play. The app features all the important information that visitors to the show will need, including how to get to the new venue, transport timetables, booking facilities, an interactive floor plan and a detailed exhibitor list. C&PM

NEWS

DON’T GET ROLLED! T

he ATM landscape has changed considerably since the introduction of direct charging in 2009. Before 2009, customers were not charged directly for using an ATM. In 2009, direct charging began at $2; however, some greedy ATM providers now charge your customers up to $3, and the majority of independent ATM providers are priced at $2.50. In many cases, these ATM providers increase ATM fees without the consent of retailers – and without sharing any of the increased revenue with retailers. Put simply, this means more money in their pockets with less in the pockets of retailers and customers. This is one of the many reasons why businesses have switched to Next Payments as their ATM provider. Next offers honesty and transparency, with a mutually beneficial business model for both the retailer and the consumer. Co-owned by Macquarie Group Australia, Next Payments is Australia’s fastest-growing ATM provider. Next operates in partnership with Nautilus Hyosung, which is a market leader of ATM and financial services hardware. Through this partnership, Next is equipped with state-of-the-art equipment, and can provide superior hardware to retailers. Next also offers innovative communication and remote monitoring systems. These services ensure that transactions are processed with lightning speed, delivering cash to your customers quickly; and that retailers are provided with instantaneous support, maintenance, servicing and software upgrades at no additional charge. Other ATM providers currently charge up to $1600 in upgrade frees. On top of this, the Next Payments management team provides superior service, boasting over 50 years of industry experience combined, and offering world-class payment solutions that are tailored to suit various hospitality and gaming sectors. Unlike many other ATM providers, Next Payments has no hidden rollover clauses or fees within their contracts. Next ‘mutually’ agrees with the retailer on any direct charge increases, and equally shares these increases with the retailer. Most ATM agreements run for a period of up to five years and include rollover clauses that automatically renew retailers for another five-year clause at the end of the initial five-year period. Terminate your current ATM provider contract today and switch to Next; capitalise on the opportunity to receive superior hardware, software, service, support and rebates. C&PM

Please contact Next Payments for more information or advice now! E: sales@nextpayments.com.au P: 1300 659 918

14• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

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NEWS

WHAT SHOULD YOU LOOK FOR

in a gaming partner?

hile one size does not fit all when it comes to gaming systems, our team at eBET has created a management and reporting suite that is constantly evolving as we strive to maintain superior solutions for our licensed gaming operators. Make sure that you ask these four key questions to work out which gaming partner is right for your venue. 1. Does the gaming system offer you flexibility?

4. What future gaming innovations are planned? While we have a great system at eBET, and are proud of what we can offer licensed gaming operators, we have many exciting developments planned for the future that will further enhance our offering. Selecting a gaming system that is going to meet all your gaming needs for today and into the future is a decision that will have a major impact on your business and profitability.

Our flexible gaming system, Metropolis Gaming, is Windows-based and integrates with third-party providers like POS, which means that you can use one system to manage your back-end functions and create customised reporting across your entire venue.

EBET IS NOW AVAILABLE IN VICTORIA

There are applications within Metropolis that let you manage your cashiers’ shifts, monitor activity on your gaming floor, add new members using minimum criteria to speed up the process, target promotions to specific customer groups, and much more.

OFF TO A GREAT START

2. Are there easy-to-use reports to make sense of what’s happening? Collecting data is one thing; being able to use it to make business decisions is another matter entirely. Through eBET’s Astute Business Intelligence suite of smart reports, venue operators get all the numbers they need to know to improve the performance of their venue. 3. What training and support is available? At eBET, we know that having a great system doesn’t mean much if your staff aren’t trained to get the most out of it. This is why we provide a comprehensive training schedule to make sure that when you go live with your new system, you’re comfortable with how it all works. Of course, service doesn’t stop after the initial install. We provide timely answers to queries by email or phone, and can troubleshoot problems through remote desktop support.

16• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

Victorian licensed gaming operators now have the opportunity to take their gaming results to a new level with the launch of eBET’s gaming solutions in Victoria.

The Mercury Group, which operates 1800 electronic gaming machines (EGMs) across 45 venues in Victoria, has selected eBET as their preferred provider of gaming systems and business intelligence technologies. David Baldi, General Manager of Mercury, said, ‘After an exhaustive review of all gaming system companies, we have decided to partner with the eBET Group. Their offering is comprehensive – an Australian company, with staff that are knowledgeable in our market. ‘eBET offers support in our operating time zone, which helped us make this decision. We wanted a partner that has the experience to help us make operational improvements across our group and is also focused on future innovations. The eBET Group was a perfect fit.’ Are you concerned about the changes happening in Victoria? We can help guide you through it and make sure that you’re all set to make the most of your gaming floor. C&PM What’s available? Do you want to learn more about what the eBET Group can offer your Victorian venue? Come and visit us at Stand 230 at the Australasian Gaming Expo (AGE) and we’ll give you a demonstration. Alternatively, if you can’t make it to the AGE, send an email to sales@ebetgroup.com.

We can provide your venue with a complete and affordable gaming solution...

AND WE’RE READY!

FLOOR

Application is designed for use by staff running your gaming floor and used to :

Application is a comprehensive player management system that allows you to :

• View Device status • Card In detail • Trouble shooting • Audit Reporting • Configure Ticket Printers and related promotions

• Manage and maintain member types • Manage and maintain member data • Create member groups • Report on member/loyalty data • Export data

MEMBER

Member Marketing

Reporting on all promotional activity, allowing operators to report by:

• Tier members based on turnover or bonus point accrual • Award POS discount at POS • Report on tier activity • Easy management of process

• Member based promotional activity • Promotion type / Prize type

REPORTS

This application is also used for non core gaming activity reporting including Player Activity Reporting and Management Reporting

MARKETING

Application is used to:

GAME

• Manage and maintain gaming machine details • Data entry • Reconcile gaming machine data • Gaming machine cashflow management • Detailed gaming machine reporting • Export data facilities

Cashier application that facilitates the full management of the cashier activities including:

PAY

• Cancel Credit processing • Manual process payouts (where required) • Link hand pays • Ticket processing • Custom redemption processing • Full shift reconciliation • Reporting on transactions and float reconciliation

An easy to use promotional tool that facilitates the configuration of EGM, POS and welcome point promotions.

PROMO In venue loyalty systems must offer functionality that allows a player to:

RECOM

PRECOMMITMENT VICTORIA

• Set a playing limit for any 24 hour period • Set a net loss limit for any 24 hour period • Set an annual net loss limit • Receive player activity statements

A member of the eBET Group

eBET NSW Unit 13 112-118 Talavera Road North Ryde NSW 2113 Australia T +61 2 8817 4700 sales@ebetgroup.com

eBET VIC Suite1.20, 202 Jells Road Wheelers Hill VIC 3150 T +61 3 9239 7200 sales@ebetgroup.com

Odyssey Gaming 1110 Kingsford Smith Drive Eagle Farm 4009 QLD T +61 7 3087 3300 sales@odysseygaming.com

NEWS Tango Magic Dance Performance

CLUBS recognised for their COMMUNITY SPIRIT At the club industryâ&#x20AC;&#x2122;s night of nights, 18 clubs and a number of community stalwarts were recognised for their commitment to, and support of, their communities.

he ClubsNSW Clubs and Community Awards, held on 9 May 2014, was an opportunity for local clubs to showcase the fantastic contributions that they make to their local communities, and to inspire others to do the same. Registered clubs in New South Wales make an annual social contribution of $1.2 billion to support organisations across the state that are dedicated to assisting and improving local communities, and that local communities rely on. continued on page 20

18 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2014

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NEWS

continued from page 18

Pre-dinner entertainment by the Talent Development Project – Oliver Kirk, Lane Sinclair and Sophie Curtis

The contributions made by clubs are much more than signing a cheque and handing it over; it’s the stories behind the contributions that are truly special! They’re about providing desperately needed local childcare facilities, or fundraising for medical equipment in a regional hospital. On the night, the industry recognised the efforts of clubs in helping the community across seven key areas: youth, environment, sport, education, welfare and social inclusion, and health, as well as an outstanding regional initiative.

• Health: Campbelltown Catholic Club won for its role in the delivery of the Safe Celebrations Project. • Sport: Canterbury Hurlstone Park was recognised for its efforts to increase local sport participation. • Welfare and Social Inclusion: The Neutral Bay Club won for its support of members of the community with special needs.

The industry also made special mentions of 14 additional clubs that received Highly Commended Awards for their noteworthy service to their local communities. Competition was strong, with hundreds of stories being considered, each demonstrating the commitment shown by clubs to their communities.

BY CATEGORY, THE 2014 WINNERS INCLUDED: • Education: The Easts Group was recognised for its critical school-based program, which supports students, focusing on bullying, racism and being a team player. • Environment: Moorebank Sports was awarded for its community garden initiative – creating a space where members of the club can take home fresh herbs, vegetables and even eggs.

20 • CLUBS AND PUBS MANAGER WINTER 2014

Mark Tonga, Heart of the Community Award Winner

NEWS

• Emergency Services: In an industry first, eight clubs were recognised for their efforts during the October 2013 bushfires. Springwood Sports Club, Mittagong RSL, Penrith Panthers, Penrith RSL, Halekulani Bowling Club, Milton Ulladalla Ex-Servos Club, Dubbo RSL and Club Rivers all converted their venues into shelters for both evacuees and emergency service personnel; and club staff volunteered their time to make care packages for the firefighters and provide assistance where required.

Joint winners in the Emergency Services category for efforts during the 2013 Blue Mountains bushfires

Father Chris Riley was also honoured at the awards night for his ongoing support of the club industry, as well as his support of disengaged youth through his not-for-profit organisation, Youth Off The Streets. • Youth: Armidale City Bowling Club was recognised for its efforts in supporting local Aboriginal boys who participate in the Clontarf program, and Bankstown Sports Club won for its partnership with Punchbowl High School’s Students at Risk program. • Outstanding Regional Initiative: Newcastle and Hunter Clubs were recognised for organising volunteers to support the Special Olympics.

Nominations for the 2015 Clubs and Community Awards will open later this year, with an awards dinner scheduled for 8 May 2015. C&PM For more information about the Clubs and Community Program, please contact Samantha Engel, Events Executive, ClubsNSW, at sengel@clubsnsw.com.au or visit www.clubsnsw.com.au.

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NEWS

MAKING A GREAT NIGHT OUT

A SAFE NIGHT OUT 24 • CLUBS AND PUBS MANAGER WINTER 2014

NEWS

Queensland is set to be transformed by the state government’s proposed action plan, Safe Night Out Australia.

out on a Friday or a Saturday night and have a great time without it being ruined by the bad behaviour of violent and aggressive drunks.’

In February this year, 12,000 Queenslanders were surveyed on the topic of drug- and alcohol-related violence in the state. Attorney-General and Minister for Justice Jarrod Bleijie said of this approach, ‘Rather than having a kneejerk reaction to this complex issue, we have taken the time to listen to Queenslanders.’

The key elements of the draft strategy include:

lcohol-related and drug-fuelled violence in the state of Queensland must be stopped, according to Premier Campbell Newman. In order to combat this antisocial and disruptive behaviour occurring throughout the state’s popular licensed nightspots, the Safe Night Out Australia Action Plan has been drafted.

In a statement released by the Queensland State Government, Premier Newman spoke of the plan, stating: ‘We want both locals and tourists to be able to go

THIS COMPREHENSIVE PLAN TARGETS TROUBLEMAKERS AND MAKES THEM ACCOUNTABLE FOR THEIR ACTIONS, WHILE STILL ENSURING THAT THE VAST MAJORITY WHO DO THE RIGHT THING CAN HAVE A GOOD TIME AND ENJOY THEMSELVES SAFELY

According to Newman, ‘This comprehensive plan targets troublemakers and makes them accountable for their actions, while still ensuring that the vast majority who do the right thing can have a good time and enjoy themselves safely.’

• the establishment of 15 ‘Safe Night Precincts’ in the state’s popular entertainment areas, which are to provide safe and supportive environments to patrons • mandatory ID scanners in the venues located within these Safe Night Precincts • changing the current culture through compulsory high school alcohol and drug education programs from Years 7 to 12, as well as other initiatives that educate the younger generations and the wider community on the issue • ‘coward punch’ deaths being punishable through a new criminal offence of unlawful striking causing death, with a maximum penalty of life imprisonment; offenders will also be required to serve 80 per cent of their sentence before being able to apply for parole • harsher penalties for those who behave badly or violently around licensed premises, including increased on-thespot fines for causing a public nuisance, refusing to leave licensed premises and obstructing police • a 12-month trial of ‘sober safe centres’ in Brisbane’s CBD, where police will be able to detain those who are severely intoxicated in a safe and supervised centre for up to eight hours (in an attempt to ‘sober up’ the detainees) • an extension of the moratorium on decisions about late-night trading hours to 31 August 2014 in order to allow the measures in the proposed action plan to be established and to take effect. C&PM

CLUBS AND PUBS MANAGER WINTER 2014 • 25

NEWS

A NEW TAKE ON LOYALTY M

axgaming introduces a lightweight loyalty offering that packs a mighty punch!

Maxgaming is proud to announce Elevate Air, an exciting and new player loyalty system. As the name suggests, Elevate Air is light on size; but don’t underestimate the size of this system, as it comes ready with some exciting features. With Elevate Air, you can customise a loyalty offering to meet the needs of your players by using the intuitive venue set-up application, and begin rewarding your customers right away. Set up multiple rating grades and points types, and market directly to your customers using the power of Maxgaming Connect. What is more amazing is that the entire system runs off a state-of-the-art ‘tiny’ server that can actually fit in the palm of your hand, allowing the flexibility to position the device anywhere in your venue. There’s no need for server-racks, tangled cables and bulky computer hardware; Elevate Air offers something else: practicality. The tiny server is all backed by the reliability of the Tatts Group cloud-based servers, ensuring that your venue data is never lost. To match its size, Elevate Air comes to you for only a small daily fee. This fee includes all of your required maintenance,

26• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

updates and conversions, so you always stay ahead of the curve without breaking the bank. If you thought a loyalty system was out of the question because of the cost or size of the hardware required, or you want a sleek and flexible loyalty offering for your customers, then Elevate Air is for you. Growing your business with a loyalty solution is now easy and affordable, thanks to Elevate Air by Maxgaming. C&PM

NEWS

THE MAGIC

of truffles Truffle Melbourne 2014 is set to wow visitors this winter, with the first ever truffle festival held in Victoria’s capital.

ustralia has recently emerged as the fourth-biggest truffle producer in the world (trailing after France, Italy and Spain), and this winter, Truffle Melbourne 2014 will celebrate this feat, as well as the incredible fungi.

The truffle is a thing of beauty. It’s a thing of luxury, and an ingredient that is used in many Michelin-starred restaurants. Recent national market research undertaken by Roy Morgan Research revealed that eight million Australians hope to indulge in a truffle at some point this year. Yet, while many Australians have heard about the truffle, some are not familiar with the taste or how best to use it. Many are also unsure as to what to pair the ingredient with, or how to use it to create a masterpiece in the kitchen – and this is something that this unique gourmet event hopes to rectify. Festival Director and Victorian truffle grower Nigel Wood says, ‘Across all age and income groups, Australians know about truffles, continued on page 30 28 • CLUBS AND PUBS MANAGER WINTER 2014

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NEWS

continued from page 28

but they aren’t yet familiar and comfortable with choosing, storing and preparing their truffle dishes, and they’re eager to have an authentic truffle experience. The festival will meet that need, just as truffle festivals have in Europe for centuries.’ From 11–13 July, the three-day metro festival will be held at Caulfield Racecourse, where the course is set to come alive with the earthy and intoxicating aromas of the finest truffles, combined with their artisan food and beverage accompaniments. From beer and burgers, to cheeses and wines, the truffle experience is set to be celebrated in style. During the three-day event, which promises to be a taste sensation, Festival Executive Chef Philippe Mouchel will offer tasting plates, as well as masterclasses for those interested in learning more about the luxury ingredient, making this the perfect opportunity for chefs in the club and pub industry to expand their repertoires. Chef Mouchel is recognised as one of the world’s finest French chefs, and he has learnt from the best: Chef Paul Bocuse, whose luxury restaurant, l’Auberge du Pont de Collonges, has received the coveted three-star Michelin rating. Chef Bocuse is also the creator of the world-famous soupe

30 • CLUBS AND PUBS MANAGER WINTER 2014

aux truffes (truffle soup), making him the perfect chef for Melbourne’s revolutionary truffle festival. Other activities held throughout the event include demonstrations by leading truffle chefs, as well as tips from restaurateur Shannon Bennett’s Vue de Monde team that will satisfy any budget. Festival attendees are also given the chance to learn more about the ingredient, with all truffle-related questions answered throughout the event’s extensive program, including: • How do I choose a good truffle? • Where can I buy truffles? • Which areas are best for hunting for truffles? • How do I incorporate truffles into any type of dish (from simple meals, to a five-star banquet)? Truffle hunts will also run throughout Truffle Melbourne 2014 during Victoria’s truffle season (June, July and August). C&PM For more information, visit melbournetrufflefestival.com.

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NEWS

Foodservice Australia 2014, the only show dedicated to Australia’s exciting and diverse dining and catering industry

FOODSERVICE SHOW DRAWS A QUALITY CROWD Sydney’s foodservice professionals were out in force for the Foodservice Australia exhibition in May, with participants praising the quality of visitors and the opportunity to generate business in a tough market.

oodservice is the only trade show focused on the dining and catering sectors. It ran at the Royal Hall of Industries in Sydney’s Moore Park from 25–27 May, and featured over 160 exhibitors and a range of special events designed for chefs, food managers and hospitality operators. Event Director Tim Collett says, ‘We were aiming to provide a show where industry people would have time to talk and do real business. There are a lot of food events around, but this is the one where professionals can take time out from their business and find valuable new connections and ideas.’ Collett adds that the catering trade fair has actually been around since the 1960s, when it was held in the same venue;

CLUBS AND PUBS MANAGER WINTER 2014 • 33

NEWS

At the Fonterra Global Pizza Challenge, the competition was hot and the stakes were high in a hard-fought contest that saw a draw between Simon Best from Augello’s in Mooloolaba, Queensland, and Kris Bailey from Pizza Religion in Melbourne. The awards for both Best Dessert Pizza and Best Vegetarian Pizza went to Matteo Alforoli, Da Vinci’s Pizzeria in Sydney, with Kris Bailey winning the award for Best Use of Nutella.

Judges deliberate over the appetising entry – could this one be Australia’s Best Pie? however, the show was relaunched two years ago and has a new energy and focus. ‘Shows are evolving to stay relevant and exciting,’ he says. Special events at the 2014 event included the popular Rare Medium Chef of the Year, Global Pizza Challenge, Australia’s Best Pie, Foodservice Conference and the World Chocolate Masters. There were also free industry seminars and workshops running every day in the new Café School. The Rare Medium Chef of the Year contest ran in the middle of the show, and attracted high-calibre entrants from around Australia. After three days of intense competition, it came down to Matthew McCool from Sydney’s Altitude Restaurant, Travis Goodlet from Melbourne’s Courthouse Hotel, Rosie Griffiths from Morries Anytime at Margaret River, and Jesse Hughes from Vue Grand in Victoria. In the end, Chef McCool took the trophy and $6500 in prize money. He says, ‘It feels like an amazing achievement. This is an individual award that recognises your skills and how you handle the pressure.’ Competition Director Gary Farrell says that he has seen the development and growth of the competition, and the increasing calibre of chefs it attracts. ‘Chefs have a better understanding of what is required, and the quality of dishes is definitely improving. Generally, you have to do this competition a couple of times to win it or have a chance to win. Matt McCool and Jesse Hughes had both competed twice before, and the experience showed.’ Farrell also praised the judges for their dedication and integrity – they were two-time Rare Medium Chef of the Year Neil Abrahams, Executive Chef at Royal Canberra Golf Club; George Diamond, Executive Chef at the Keystone Group; Nick Whitehouse, Head Chef at Trippas White Group; and Sam Burke from Meat & Livestock Australia. 34 • CLUBS AND PUBS MANAGER WINTER 2014

Competition Director Peter Wright says that he was impressed by the creativity of the entrants, who worked hard to impress the judges. Next year, the competition will be running at the Foodservice show in Melbourne from 1–2 June. Wright says that it will be bigger than ever, with new categories and international competitors. Rebecca Carins from Savour Chocolate & Patisserie School in Melbourne was chosen as Australia’s representative in the World Chocolate Masters after a gruelling eighthour event that saw three contenders create a chocolate showpiece: two gateaux and 40 enrobed chocolates. continued on page 36

Rebecca Carins, winner of the Australian Selection for the World Chocolate Masters, with her chocolate showpiece fitting the theme ‘Inspirations from Nature’

NEWS

A FLEXIBLE WAY for keeping cool

ith the flexibility offered by high-quality service, units and options, Portable Cooling Solutions Australia can provide cooling and heating as an economical solution for many situations, including: • heating and cooling alfresco areas – keeping your clientele comfortably enjoying your hospitality for longer… all year round! • ventilation of smoking areas – keeping bad smells and smoke from lingering

They are also fabulous spot coolers. With an in-built fourhour reservoir, they can also be directly fed from your garden hose. They are long-lasting and tough, with an all-inone polyethylene rota-moulded housing that is unique to the manufacturer Port-A-Cool USA.

ISLANDER 360 DEGREE The Islander 360 Cooler is one of its kind. An innovative and practical unit, it is purpose-built for alfresco areas, delivering 360 degrees of cool airflow down to surrounding tables.

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CYCLONE 2000 AND CYCLONE 3000 The Cyclone Units are of commercial and industrial quality, and will service areas of around 50 to 70 square metres.

The Fire Lamps, Fire Fountains and Firesticks are of a very high quality and are second to none. They are the only units of this type that have an Australian Certification. These units outlast all cheap imitations, not only by the design and manufacture, but also in gas economy, with one bottle lasting up to three times longer. C&PM Ask us about the energy and dollar value savings that these units provide on 08 9408 0801.

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CLUBS AND PUBS MANAGER WINTER 2014 • 35

NEWS

continued from page 34

Jack Brennan demonstrates his twist on a toasted cheese sandwich at the Café School

Australia’s Best Pie. Meanwhile, Clete O’Brien and Sean Carley from Denmark Bakery in Western Australia won the Great Aussie Pastie prize. Tony Smith, Executive Officer of the Baking Association of Australia, says that the standard of entries in the 17 classes this year was outstanding. Head Judge Ron Taylor said at the presentation that the quality and care taken in the production of pasties and pies had come a long way. New this year was a special section for gluten-free pastries. Tony says, ‘This was sponsored by our new partner Well and Good, and had great support. The winner was a fantastic entry from Meldrum’s Pies in Cairns.’ He adds, ‘Another positive trend this year was seen in the vegetarian section, with bakeries adding some wonderful flavours.’

Carins impressed Judges Kanjiro Mochizuki from The Imperial Hotel Japan, renowned Sydney patissier Adriano Zumbo, and Deniz Karaca from Melbourne, who placed third when he competed in Paris at the World Chocolate Masters last year. Carins will compete in Taiwan this year, and in Paris at the World Chocolate Masters in 2015. In Australia’s Best Pie Competition, Quyen Luu from Ray’s Patisserie in Flemington, Victoria, took the crown for

Casual dining was the focus at the show’s new Café School, with sessions well attended by visitors keen to learn more about this booming sector. Graeme McCormack from the Australian Sandwich Association, and international chef Jack Brennan from Food Associates, presented popular sessions on sandwich, salad and burger innovations from around the world. Sean Edwards and the team from Cafe Culture magazine presented barista classes and sessions on how to grow profit from coffee and other beverages. The Foodservice Association of Australia (FSAA) held its annual conference alongside the show, which included informative sessions, such as in-flight catering and the Australian pub dining scene. Speakers and delegates took advantage of the conference to attend the show and network with exhibitors. A highlight was the FSAA Dinner, with 380 guests enjoying a meal and industry awards presentation. Andrew Fechner, Francis de Beaujeu and Bruce Young were inducted into the Hall of Fame. The industry scholarship was awarded to Tim Lucas from Tip Top Food Service; Galipo Food Company was named Food Distributor of the Year; Mars Foodservice won Food Supplier of the Year; Beverage Supplier of the Year went to Nestlé Professional; Dudson won Tabletop Supplier of the Year; Robot Coupe won Equipment Supplier of the Year; and William Angliss Institute was awarded Service Supplier of the Year. The next Foodservice Australia trade show will run from 31 May – 2 June 2015 at the Royal Exhibition Building in Melbourne. Tim Collett says that it is already 50 per cent sold, and promises be bigger than ever. Visitor registrations will open in the next few weeks. C&PM

Rare Medium Chef of the Year Matthew McCool (centre) with judges Sam Burke, Nick Whitehouse, George Diamond and Neil Abrahams 36 • CLUBS AND PUBS MANAGER WINTER 2014

For full competition results, photos and more information go to www.foodserviceaustralia.com.au

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INtELLIGENt SoUNd SyStEM cuts power bills and dELIvERS EXCELLENCE

PLENA mAtrix by bosch: • is an intelligent power management system • is an affordable, high-performance sound for small- to medium-sized venues • is designed for pubs, clubs, hotels, bars and restaurants • offers flexible control using wall panels, and iPad or iPhone apps. The Bosch PLENA matrix system is ideal for sound distribution in up to eight separately controlled areas or zones. Venues such as pubs, gyms, hotels, restaurants and bars can now experience high-quality audio by using a system that has been designed to reduce everyday running costs, as well as environmental impact.

IntellIgent power management saves costs and the envIronment It’s a well-known fact that the majority of small- to mediumsized venues don’t employ audio staff, and that their sound systems, including power-hungry amplifiers, stay turned on 24/7. Apart from reducing product lifetime, this adds sizeably to power bills and environmental impact. The PLENA matrix system addresses these issues with efficient power components and the stand-by mode in its amplifiers. In stand-by mode, the amplifier goes to sleep, and power consumption is reduced by 97 per cent or more. Stand-by mode can be activated manually or by using Bosch motion detectors connected to the amplifier. If no movement is detected, stand-by mode is activated after a user-specified time period. Any subsequent movement restores full power and sound instantaneously.

high-PErformANcE sound The PLENA matrix includes a full-featured 8x8 DSP Mixer/Processor and a choice of two high-performance,

38• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

four-channel DSP Power Amplifiers (125 watts and 220 watts per channel). When combined with quality loudspeakers, the system will produce high-performance audio in even the most demanding settings.

rEducEd cAbLE ruNs ANd iNstALLAtioN timE A single-cable approach (CAT5) for connection of all PLENA matrix components, and daisy chaining of call stations and wall control panels, reduces cable runs and eliminates cable stripping. This translates into lower installation costs.

powerful and flexIble control optIons, IncludIng Ios app The PC GUI software is designed for system set-up and master zone control. The software allows for the creation and quick recall of ‘scene’ settings, and to eliminate tampering from ‘helpful’ staff, access to advanced-user functions can be password protected. For the end user, wireless control is provided using the PLENA matrix iOS app on an iPad or iPhone. By simply selecting a particular zone or channel, adjustment of the mix levels and master volume takes seconds. Finally, wall control panels can be used in individual zones to control volume and music source selection.

idEAL for ANy quALity LoudsPEAkEr While suitable for a wide range of ceiling, wall or freestanding speakers, PLENA matrix has been tested and calibrated with Electro-Voice, Bosch and Dynacord loudspeakers used for background music and speech distribution. C&PM More information: Bosch Communication Systems T: +61 2 9683 4752 | F: +61 2 9890 5928 E: boschcomms@au.bosch.com

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POINT OF SALE

IS YOUR VENUE

PINWISE?

From 1 August 2014, personal identification number (PIN) is set to be the only form of credit and debit card payment authorisation.

fter 1 August 2014, Australian venues will see the phase-out of signatures at the point of sale (POS), with systems, software and terminals undergoing a transformation that will accommodate the change.

ACCC Commissioner Dr Jill Walker says of the scheme, ‘A coordinated approach and a single message from industry is likely to lead to some efficiencies, and less confusion for customers and merchants.’

The initiative to remove signatures as credit and debit card payment verification – known as ‘PINwise’ – commenced in late 2013, when the Australian Competition and Consumer Commission (ACCA) granted Visa, MasterCard and American Express, along with their participating financial institutions, the ability to remove signatures as a transaction verifier.

In addition, it is hoped that the use of PIN at payment stage will eradicate credit card fraud, and protect payments in Australia. Using a PIN to finalise transactions is said to be safer than signature, as numbers are more secure than signatures; when verifying a purchase with a PIN, it is harder for thieves to correctly guess a unique number pattern than it is for them to forge a signature. Criminals attempting credit card fraud will be locked out if they incorrectly guess a PIN three times.

The Industry Security Initiative – a collective of Australia’s major financial institutions and card schemes – rallied and formed PINwise; and this collective has since announced that PIN will be the way to pay for credit card purchases starting from 1 August. 40 • CLUBS AND PUBS MANAGER WINTER 2014

‘The move to PIN takes better advantage of EMV, or the “chip technology” on Visa cards, which is the international standard that provides the most security for electronic

POINT OF SALE

payments today,’ says Vipin Kalra, Visa’s Country Manager for Australia. ‘Chip cards have had a dramatic effect on reducing counterfeit card fraud, and, when used in combination with PIN, will keep Australia’s fraud rate low now and into the future. ‘Chip has already cut counterfeit fraud losses on Australian cards by 44 per cent in the 12 months ending June 2013, and the move to PIN will help close the door on lost and stolen card fraud,’ adds Kalra. Verification by PIN also has the potential to speed up the payment process, as there is no need for staff to check customers’ signatures. This is an added benefit, as it may lead to shorter lines at payment stations.

WHAT DOES THIS MEAN FOR CLUBS AND PUBS? Under this new scheme, venue managers and operators will need to oversee the phase-out of signatures in their club or pub, with PIN often being the only payment option at point of sale. Contactless payments – which allow purchases under $100 to be made with no signature or PIN – will not change.

This also means that POS systems and terminals will need to migrate to new software, which could be a major challenge faced by venues that use a pay-at-table system. In these instances, venue managers may need to look into mobile payment terminals that can be brought to the table, and update their machinery to accommodate the change. For more information on pay-at-table terminals, contact the bank or financial institution that deals with your transactions: your current provider will be able to supply you with information on these mobile devices. Managers and staff of hospitality venues can, however, rest assured that tipping will still be possible under the PINwise scheme, as new software will allow for gratuities. Most payat-table devices will display the amount that a customer is paying, and will ask if the customer would like to include a tip in the total. If so, the total cost will increase by the tip amount, and they will then be prompted to input their PIN to finalise the transaction. With 1 August fast approaching, clubs and pubs are required to answer the industry-wide call to action – prepare yourself for the change, and play your part in fortifying Australia’s payment system. C&PM

CLUBS AND PUBS MANAGER WINTER 2014 • 41

POINT OF SALE

CHIP AND PIN EFTPOS TERMINAL TIPPING FUNCTIONALITY H

&L knows that one of the biggest concerns that the hospitality industry has with the new EFTPOS terminals required for chip and pin technology is that most terminals overlook an inclusive facility for customers to leave a tip; and let’s face it, tipping is a big deal for people working in this industry.

H&L EFTPOS TERMINAL TIPPING SUPPORT H&L had foreseen this issue for over two years with their experience in North America and the pending introduction of PCI compliance (payment card industry compliance).

• iP@T™ gives you the ability to share the bill payment, so that the customer as an individual can pay a proportion or share of the bill; how good is that?

In anticipation of this issue, H&L proceeded to develop solution iP@T™ (Integrated Pay at Table) and released it on 16 June 2012. There are now many H&L sites across Australia enjoying the iP@T™ technology, which is fully integrated with the H&L point of sale (POS) system.

• With iP@T™, the card never leaves the customer’s hands, and, therefore, is not vulnerable to loss or fraud; and alternatively, there is no potential for the venue’s handling of the credit card to be called into question.

H&L partnered with Tyro Payments, Australia’s only independent and fastest-growing EFTPOS provider. Tyro is a fully certified acquirer bank that will provide chip and pin terminals at reasonable, competitive monthly costs. The Tyro terminals enable bill processing and, importantly, offer the option to tip during the transaction and print the receipt on one device, at the table with iP@T™ technology. So, think of the opportunities that iP@T™ technology can offer your licensed club: • iP@T™ is truly ‘no fuss’ and ‘easy-to-use’ technology, which is definitely a winner with the customer. • The waiter takes the iP@T™ terminal to the table, inserts the credit card, and hands the terminal to the customer to enter their pin. The bill is paid in seconds, and the receipt is printed and given to the customer. • iP@T™ includes tipping functionality – the terminal will ask the customer to include a tip, and will even present the option to calculate a percentage or dollar value.

42• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

As an operator, you pay a lot of attention to the venue, the facilities, the decor, the ambience, the menus and the service. These are all great things from the customer’s perspective, but when it has come to paying the bill in the past, it has always been a bit clumsy. Not anymore – by installing iP@T™, which is integrated with H&L’s POS solutions, you will be able to provide a complete experience for customers at the table. They will be able to pay the account, and share the bill between each other if required; be prompted to, and be able to, leave staff a tip for their service; and receive their receipt. Now that’s service excellence! Now that’s a complete experience! Now that’s a competitive advantage! C&PM

Contact H&L on 1800 620 041 for further information.

H&L Australia - making all things POS, possible!

the QR Code To assist Club & Pub owners with toClick register for these updates the transition from Pen to Pin, H&L Australia is publishing weekly blogs and fortnightly email updates that examine the implications of the introduction of this technology specifically for the Hospitality sector.

Call Us 1800 620 041 www.hlaustralia.com.au

Sydney • Melbourne • Brisbane • Adelaide • Perth • Hobart • Launceston • Darwin

MANAGEMENT

INVESTING IN HUMAN CAPITAL TO OBTAIN A competitive advantage BY TOM STREATER, DWS HOSPITALITY SPECIALISTS

Much is made in our industry of the importance of investing in the improvement of physical capital. And it is fair to say that a fair correlation, and likely causation, exists between venues with superior premises and superior business performance.

here are plenty of case studies out there supporting the notion that the hospitality business with the best gaming machines, the best car parking and the freshest fit-out will also boast the best earnings. But what about the need to invest in human capital? In a world with finite economic resources, our capacity to repeatedly redevelop our facilities to the tune of millions of dollars is limited; particularly when we consider the soft economic environment, rising overheads, and the challenge of striking the balance between investing in commercial projects and quarantining cash as a buffer against a market downturn. It is possible for venues to get a competitive edge, even in the absence of the substantial finance required to embark on major capital works. All that’s required is the 44 • CLUBS AND PUBS MANAGER WINTER 2014

foresight to recognise the importance of your people, and the commitment required to invest in their development – performance planning can be the key to this. Great people are hard to find. They’re even harder to retain. And even if we can find them and retain them, the real challenge is harnessing their skills, abilities and experiences so that they yield maximum value for the business. To achieve that with even one individual is a challenge; to achieve it with your whole management team is the key to establishing and maintaining a high-performance culture. Even the best venues, in which every member of staff has a job description and every department has an operating manual, are difficult to describe as having a high-performance culture. Sure, people perform their roles, and tasks are completed correctly, but it’s unlikely that the

MANAGEMENT

management team is curious and questioning, analysing and challenging, and striving to develop themselves and excel at their roles to make the venue the very best (except in the case of an outstanding individual). To achieve that requires some performance-planning tools and processes. Performance planning should be a collaborative process between the individual and their manager or mentor, and should be aimed at aligning the goals of individuals with those of the business. The aim, of course, is to set some goals for the person, and map out the steps to achieve them. In a perfect world, our high-skilled employees would come to work each day and perform with metronomic consistency. In reality, people are… well, people. They’re human, with all the various human frailties of emotions and inconsistency, and fluctuating motivation. When we’re setting goals with our teams, we want to strike a balance between the following: • capitalising on the person’s strengths so that the items contained within their performance plan represent immediate benefit to the organisation • setting improvement targets for areas in which you feel the person needs to develop in order to achieve the required standard • allowing the person to set development goals that motivate them – things in which they are interested and that will keep their attention • including aspirational items, like ‘innovation’ and ‘values’. Once you and your team members have developed that list, it’s important to include them in a structured performance plan. The performance plan should be weighted: the most important items should carry the heaviest weighting and result in the greatest value being added, while the less important items should carry a lighter weighting. The weighting is a simple percentage. If an item carries a 10 per cent weighting, the person should spend an average of four to five hours per week working on that area of their plan. The plan should outline the specific objective for each area of responsibility, and should include a series of actions for the person to take in order to achieve those objectives. This is where the bulk of the content should be in a performance plan. After all, this is not about airy-fairy KPIs, KRAs or KPOs… it’s about action, so spell out clearly what those actions are. These actions are the things for which your staff members will be accountable. Completion of the action column of the plan is the pathway to success.

The plan should also include deadlines and a source of measurement. Ideally, performance plans should be reviewed and updated every three to six months, so deadlines should be within that period. Sources of measurement might include the profit and loss (P&L) statement, a mystery shopper report, staff turnover reduction, and achievement of labour benchmarks or cost of goods sold (COG) targets. Once the plan is recorded, it should become a living document that’s referred to daily, with notes scribbled in the margins, bullet points added and questions asked. You’ll be able to tell who’s bought into the performance-planning process by how their plan looks at the end of three months. Good staff members’ plans will be torn, dog-eared, coffeestained and covered in graffiti. The person whose plan looks untouched at the end of the three months is paying lip-service to the process. The crucial step in keeping the document relevant and topof-mind is the coaching and mentoring that accompanies the plan. The mentor needs to facilitate regular one-on-one meetings with the person. The performance plan is the agenda for your discussions, and minutes should be taken for the meeting. A weekly one-on-one meeting might take 20 minutes one week, and two hours the next. You might discuss the plan exclusively, or you might discuss a whole range of issues, from work-related ones to life more generally. An effective mentor takes interest in the person and recognises that, for that person to achieve at a high level, they need to be achieving success in other aspects of life, too – for instance, in family, health and so forth. The one-on-one sessions should celebrate small wins and devise ways to overcome non-achievements. You’ll know that the high-performance culture has been established and cemented when you start to hear your team members discussing their plans with each other; when your team members start to really have input into the content of their plans; when the majority of the talking in the weekly one-on-one meeting is by them, not you; and when people show up early to their meeting, keen to share their successes with you. C&PM

DWS has the tools and the expertise to establish and develop a performance planning system in your venue. If you feel that you could benefit from increased investment in your management team’s development, contact Tom Streater: tom@dws.net.au or 0439 940 007.

CLUBS AND PUBS MANAGER WINTER 2014 • 45

GAMING

ORION ART delivers quality and innovation O

rion Art provides premium signage products to casinos, clubs and hotels throughout Australia and Asia.

FROM HUMBLE BEGINNINGS Orion Art Pty Limited started in 2003 as a small designbased company supplying the New South Wales gaming industry with our specialised signage products. We quickly established ourselves as a leading signage supplier to clubs around Sydney, and within a couple of years had expanded into the Asian market as the gaming industry exploded in Macau and Singapore. Our focus on providing the highest level of service, design innovation and manufacturing quality available has proven a winning formula. From the smallest clubs in outback New South Wales to the largest casinos in Asia, our level of service and quality remains second to none.

LAS VEGAS INFLUENCE Our involvement with the Las Vegas resort boom in the 1990s has helped pave the way for our success in supplying gaming signage to other parts of the world. Having designed some of the most prestigious signage packages for major casinos and resorts along the famous Las Vegas strip, our team brings decades of experience and creativity to the Australian and Asian markets. Our ability to custom design to an endless array of interior styles stems from this experience, and has been fundamental to the company’s achievements.

POWERHOUSE IN ASIA During the mid-2000s, we looked to Macau as a new challenge. Our adaptability and efforts proved successful, and we expanded our export business into Macau and other Asian countries. As sole supplier for Wynn Resort Macau, Crown Macau and MGM Grand Macau, our designs and products met the incredibly stringent quality standards demanded of these resort-style venues. More recently, numerous major resort casinos have followed suit. Orion Art signage now appears in every resort casino in Macau and Singapore, with 2012 seeing the addition of MGM Ho Tram Vietnam and Solaire Manila to the list. Although style and functionality have changed over the years, products such as overhead signs, bank end displays and satellite signs remain an integral part of gaming floors. Eye-catching signage provides vital information while creating a level of excitement and entertainment for players. Promoting your premium products to players, providing marketing or regulatory information or enhancing a particular theme or interior style are some other benefits of properly designed signage throughout a gaming venue. Whether revitalising a bank of stand-alone machines or promoting a link or jackpot, overhead gaming signage is essential to the performance of any bank of EGMs. 46• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014 X

OUR HOMELAND We remain Australian-owned, our products Australian-made and ever devoted to offering our experience and dedication to Australian gaming venues. Orion Art provides an invaluable resource to all Australian clubs and pubs, as we continually evolve to meet the challenges that the Australian gaming laws bring to us all. C&PM

Phone: 02 9520 5665 Email: info@orionart.com.au Website: www.orionart.com.au

GAMING

THE CASE FOR DEVELOPING GAMING EXPERTISE IN-HOUSE BY TOM STREATER, DWS HOSPITALITY SPECIALISTS

pril 2014 data from the Victorian Commission for Gambling and Liquor Regulation (VCGLR) shows only slight growth compared to April 2013 in what proved to be a flat month across Victoria for machine gaming. Total net income for the state of just over $200 million makes April the softest month of the financial year so far, and sees Victoria on track to finish the financial year at approximately $2.5 billion annual net income – the same as 2013. Most regions experienced single-digit percentage growth or decline in net income when compared to April 2013, for a statewide total of 1.1 per cent nominal growth. Hardesthit regions were Hume, Ballarat and Mornington Peninsula, while Melbourne’s inner south, north-west Victoria and Geelong were the movers and shakers. Flat market conditions, such as those seen in April, highlight the reality that if a venue wishes to achieve growth in its gaming income, it will have to do so by winning market share from competitors rather than relying on simply growing with the market. Growing gaming revenue should be a core goal of any club or pub with electronic gaming machines (EGMs).

you are positioned to work with that provider to optimise your venue’s performance. During the first half of 2014, we have assisted a club client to reduce its marketing expenditure by shifting away from expensive traditional media, such as print, radio and TV, and executing a series of targeted campaigns to grow their gaming market share. In addition, we rearranged the venue’s gaming layout and tweaked the denomination mix to better reflect its gaming customers’ preferences. The result was a reduction in marketing expenditure from 12 per cent to seven per cent of total venue revenues, while growing gaming net income per EGM per day. Managers responsible for driving gaming need to crunch numbers daily, weekly and monthly, and need to track key metrics to ensure that negative trends are recognised and addressed early.

Gaming has the potential to contribute greater than 60 per cent of a venue’s revenue, and enjoys a profit margin of approximately 40 cents in the dollar in a well-run venue. In fact, our analysis of many venues’ management accounts reveals that, in many cases, direct gaming profits will often be larger than total net profit. Put differently, food and beverage profit often does not cover overheads – hence, the importance of driving gaming. Venues wishing to outperform their local market must develop expertise in-house if they are to reap gaming benefits. Even if you have an agreement in place with a third party, it’s important to analyse your own data to ensure that

48 • CLUBS AND PUBS MANAGER WINTER 2014

Find out how your area compares with the interactive gaming performance map at www.dws.net.au

GAMING

ANALYSE YOUR MACHINE PERFORMANCE

KNOW YOUR PLAYERS

• Is your turnover growing? Is your net income growing?

• Where do they come from? It’s likely that 80 per cent of your revenue is earned from people who live within five kilometres of the venue.

• Which manufacturer’s product performs best at your venue? • Which denomination (1c, 2c, 5c, etc.) provides the best returns? • Which game type do your players like? Is it linked to jackpots, or is it stand-alone or standalone progressives?

ANALYSE YOUR PERFORMANCE

• What proportion of your revenue mix does your top 50 provide? Your top 100, or even your top 200? • Are your players predominantly male or female? Thirty years of age or 50? Blue collar or white? • What machines do they like? Do they participate in your promotions? • What do they eat and drink at your venue?

RELATIVE TO COMPETITORS • How does your local government area (LGA) perform on a net income per machine per day basis? How does your venue compare to that? • What’s your LGA market share? Is it trending up or down?

HAVE A DEFINED MARKETING STRATEGY • What attracts players to your venue? Is it food, entertainment, promotions, safety, convenience? • Do you have a loyalty program? Does it provide higher rewards for high-value players? • Is your promotion program effective?

Region

Total net income April 2014 (million)

Total net income April 2013 (million)

Growth / decline on prior year (per cent)

Ballarat

$5.48

$5.69

-3.8

Bendigo

$3.99

$3.87

3.1

Geelong

$9.39

$9.00

4.3

Hume

$2.08

$2.21

-6.0

Latrobe – Gippsland

$9.96

$9.77

1.9

Melbourne inner

$21.19

$20.74

2.2

Melbourne inner-east

$24.47

$23.76

3.0

Melbourne innersouth

$1.74

$1.66

5.3

Melbourne north-east $20.86

$20.56

1.5

Melbourne outer-east

$12.87

$12.98

-0.9

Melbourne south-east $28.25

$28.43

-0.6

Melbourne west

$30.58

$30.01

1.9

Melbourne north

$8.81

$8.65

1.8

Mornington Peninsula $11.01

$11.39

-3.3

Melbourne north-west $4.58

$4.37

4.8

Shepparton

$3.41

$3.42

0.0

Warrnambool and south-west

$3.22

$3.25

-1.0

Grand Total

$201.89

$199.78

1.1

• How does your marketing expenditure compare? Are you achieving bang for your buck? Venues wishing to perform strongly need to know these key statistic in order to drive the performance of their gaming installation. Analysing data is part of the solution. Marketing research, such as surveys and focus groups, can help to provide insights that complement that data analysis. So, what constitutes strong performance? Of course, not all LGAs are created equal. If you were performing at the state average of $248 per EGM per day in Wangaratta, you’d be a world-beater, operating at a market premium of nearly 70 per cent. That same performance in Brimbank would see you operating at a 30 per cent discount to the local market. And, of course, the data shows large differences between the performance of pubs versus clubs, and between country and metropolitan venues. C&PM

DWS Hospitality Specialists have assisted many gaming venues, large and small, to maximise the performance of their gaming businesses. DWS has a team of specialists who can assist with gaming reviews, marketing and loyalty strategy, machine purchasing strategy or systems advice. For a free LGA market share report or to discuss how we could assist your venue, please contact Tom Streater: tom@dws.net.au or 0439 940 007. CLUBS AND PUBS MANAGER WINTER 2014 • 49

GAMING

HOW NEW TECHNOLOGIES ARE IMPACTING GAMBLING,

both in and outside of venues

BY SALLY GAINSBURY, POSTDOCTORAL RESEARCH FELLOW, CENTRE FOR GAMBLING EDUCATION AND RESEARCH, SOUTHERN CROSS UNIVERSITY

ocial media is the epitome of ‘web 2.0’, as it enables user interaction and content creation, as opposed to static websites that provide passive experiences. Social media has fundamentally changed the way people engage with each other and with companies, predominantly through the creation of virtual communities focused on specific interactive content, which all users have a role in creating. Australia has one of the most internet-connected populations worldwide. It is estimated that 89 per cent of Australians have a social network account and spend an average of two hours per day on social media platforms. Over 12 million Australians use Facebook and YouTube, and there are 2.5 million active Twitter users. Social media marketing and communication has changed traditional advertising strategies by providing companies with opportunities to directly engage with existing and potential customers. Marketing objectives for social media may include improvement of relationships with existing customers, building market share and brand awareness, encouraging product trial, and ultimately increasing sales revenues. Content created on a company’s social media profile is typically only seen by those who opt in to these sites; however, if a user shares content with their own networks, this broadens the audience that views the statement, picture, post or tweet. Consequently, social

media marketing campaigns aim to generate the digital equivalent of word of mouth. Gambling operators are increasingly active on social media platforms, most notably on Facebook and Twitter. In addition to hosting communities and creating content, gambling venues can display promoted content on social media and target advertisements to a specific population. Social media can be used to portray a brand’s personality to engage customers and create excitement in their communities. Despite the potential for opportunity to interact with customers, caution is required for social media use. Allowing open discussion can generate both positive and negative user reactions. Negative word-of-mouth, cynical comments and negative campaigns can cause reputational damage. Furthermore, content posted on social media can be considered a form of advertising and must therefore abide by appropriate codes of conduct. As social media sites typically do not have age restrictions nor limits on how content can be shared, it is possible that youths are viewing content promoted by gambling operators via these platforms. This raises concerns related to the degree to which social media may provide a ‘soft’ (unrestricted) entry that covertly familiarises youths with the processes and mentalities of an adult world of gambling. Appropriate responsible gambling messages and content should also be promoted in relation to advertisements, which may be difficult to do when posts are limited in size. continued on page 52

50 • CLUBS AND PUBS MANAGER WINTER 2014

GAMING

continued from page 50

Social media marketing can reinforce social norms and over-represent attitudes among fans, followers and their peers, even when products (for example, gambling) are not explicitly promoted. Consequently, the use of social media by gambling operators may have a considerable impact on consumer behaviour, and may attract scrutiny from regulators to ensure that consumers are protected from potential gambling-related harms. One popular activity on social media platforms is social gaming. Social casino games are among the most popular and profitable genres of social gaming. Social casino games refer to games based on, or interacting with, a social media platform that replicate a gambling activity, but do not award real money prizes. These games are free to play, but users can choose to pay real money to access additional content. An estimated 173 million people worldwide play social casino games, which is triple the size of the online gambling market. In 2013, social casino games represented five of the top 23 Facebook games based on user popularity and growth. A recent study conducted by the Centre for Gambling Education and Research (CGER) found that approximately 13 per cent of gamblers also played social casino games, and that these people were more likely to be younger, and to gamble on the internet. The crossover between social casino game players and gamblers requires further investigation. Recognising the popularity of social casino games, several gambling operators have launched or partnered with social casino game sites in an effort to engage with customers, even when they are not visiting a venue. For example, gaming machine manufacturer IGT purchased the popular Facebook-based DoubleDown Casino in 2012, which was ranked as the third-highest grossing app on Facebook, with 6.7 million monthly active users in the third quarter of 2013. International casino operator MGM Resorts International has launched a stand-alone social gaming website that offers social casino games and allows users to construct casinos on a virtual Vegas strip. All games are free to play, but users can win loyalty points and rewards that can be redeemed for real prizes, such as complimentary hotel rooms, restaurant meals and show tickets. The increase in the popularity of social casino games and the convergence with gambling operators has led to concerns that social casino games may be harmful if consumers have difficulties distinguishing gaming from gambling. Play-on, casino-themed games with inflated payout rates have been shown to promote user confidence in gambling abilities, resulting in significantly greater betting in subsequent gambling sessions.

52 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2014

The widespread popularity of social casino games may increase the normalisation and favourable impressions of gambling, which may lead to increased gambling participation and the subsequent development of gambling disorders. The impact of social media and social casino games on children and adolescents is of particular concern, given the lack of age restrictions on these platforms. Another potential consequence of the increased use of online social casino games is that, as players become accustomed to the online environment, visitation to landbased gambling venues may reduce in frequency. A number of survey-based studies have shown a correlation between the use of social casino games and online gambling, and related problems in samples of adolescents and young adults; however, such correlational studies do not allow causal inferences to be drawn. The extent to which social media use and social casino games should be regulated has been debated internationally, including in Australia. Currently, there is insufficient information, as no research has been conducted to determine the impact of these new technologies on gambling and vulnerable populations. To further the understanding of the impact of new technologies, including social media and social casino games on gambling and related problems, an online survey is being conducted by the CGER at Southern Cross University. The survey aims to recruit Australians who use social media and social casino games, and who gamble. The results will determine the crossover and impact between these activities, and any impact on gambling problems. The survey can be completed at: https://scuau.qualtrics.com/ SE/?SID=SV_4SCwmmxfhXSaQsJ. Technology is changing very quickly, and Australia is quick to adopt new trends. It is critical that we understand the impact of new technologies to minimise potential harms. For the study to be successful, a large number of Australian social media users, social gamers and gamblers must be recruited. The CGER is looking for organisations that are willing to host recruitment notices and links to the survey on relevant websites, or send notices to customers to encourage participation in the survey. Support for the recruitment process by relevant organisations is critical to ensure that the results are meaningful and informative. C&PM

If you are interested in supporting this research by hosting a recruitment notice or would like to know more about this research, please contact Dr. Sally Gainsbury at sally.gainsbury@scu.edu.au.

INTERIORS AND ARCHITECTURE

A SUSTAINABLE FUTURE

he Epping Club is a Sydney institution. In 1919, local ex-servicemen from World War I formed a small social club in Epping, and in 1957, the Epping RSL was born. The club has continually upgraded and modernised its impressive premises to be a very sought-after venue for weddings and special events by the wider community, and its membership is extensive. As a winner of the Green Globe Award for achieving a 75 per cent reduction in energy consumption – which has not only benefited the environment, but has also generated a positive return to the business – the Epping Club is proud of its many innovative strategies, which have included reduced costs in water consumption, energy consumption and waste reduction. The floor coatings in the club’s kitchens and bars needed to meet with the overall sustainability charter. This was managed by Mr Kenny Lim, Purchasing and Property Services Manager, who has worked with ROXSET Health and Safety Flooring over the past eight years to upgrade

and maintain the two large banquet kitchens and bar areas. Mr Lim commented, ‘It is the ideal solution in order the meet with strict Food Grade and HACCP guidelines, plus our overall efficiency targets. The ROXSET SE product range is non-toxic, volatile organic compound (VOC)-free and antimicrobial. Its superior fresh and bright-looking coatings give our floors an impervious and seamless finish, making them easy to clean, and providing excellent protection from bacteria build up.’ C&PM

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

Impervious non-slip impact with abrasion resistance

•

Will not harbour Bacteria

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

•

High/Low temperature tolerant & chemical resistant

•

Full range of textures & colours available

•

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

•

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

•

Installation 7 days a week, 24hrs a day

1800 769 738 roxset.com.au

HEALTH & SAFETY FLOORING

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014••53 X

INTERIORS AND ARCHITECTURE

THE ART OF OUTDOOR SPACES Is your outdoor area an oasis for those wanting some fresh air? Or is it a victim of the elements?

utdoor areas in clubs and pubs are vital spaces. They provide a space for smokers; they allow patrons to enjoy an alfresco drink; and they provide diners the opportunity to get their dose of vitamin D. One of the vital components of an outdoor dining and sitting area is the umbrella. The umbrellaâ&#x20AC;&#x2122;s history is one that dates back to ancient times, when it was used exclusively by royals and high-society figures to protect them from the elements. Made from luxury fabrics and decorated with jewels, umbrellas were used as a mark of distinction in civilisations such as Greece, India, Rome, Egypt and China. continued on page 56

54 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2014

Image courtesy of EventsMedia.com.au

INTERIORS AND ARCHITECTURE

INTELLIGENT HEATING SOLUTIONS WITH ENERGY EFFICIENCY

eatray products by Celmec International are a range of both electrically powered and gas-fired outdoor heating solutions. Celmec have engineered and manufactured Heatray in Australia specifically with local environmental conditions in mind, where it is not only important to consider the intensity of the heaters selected, but also the quality of heat produced. Consistent across the entire Heatray range, the heaters produce radiant energy, which is a quality heat. It differs to conventional outdoor heaters as it directly warms people and objects, which absorb the warmth – rather than the heaters trying to heat the air, which just blows away.

Further, the range includes both low- and high-intensity radiant heaters across both electrically powered and gasfried operation. Another consistency across the Heatray range is the ability to implement efficiency measures through a Heatray Control Module; this allows heaters to be grouped for zone control, timers to be set, and in some cases, thermostatic control. The Heatray range can be divided into three applications: 1. low ceiling outdoor/or indoor applications 2. high ceiling outdoor/or indoor applications 3. totally open outdoor areas without any overhead coverage. For each application, there is a Heatray product that provides the ultimate solution to heating the space. For information on a tailored heating solution for your area, contact Celmec for a complimentary heating design service. C&PM The full range of Heatray products can be viewed at www.celmec.com.au/products.

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

INTELLIGENTCUSTOMISEDENERGYEFFICIENT

melbourne 19 Simpson Street Moorabbin VIC 3189 T +61 3 9555 3667

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

www.celmec.com.au

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014••55 X

INTERIORS AND ARCHITECTURE

continued from page 54

MANAGERS MUST CHOOSE CAREFULLY, AND ONE WAY OF ENSURING THAT THEIR OUTDOOR FURNITURE MEETS THESE STANDARDS IS BY HIRING A PROFESSIONAL WHO KNOWS THE INS AND OUTS OF THE OUTDOOR UMBRELLA MARKET Today, outdoor umbrellas continue to provide protection from weather conditions – rain, hail and the sun’s strong rays in the warmer months – while adding a touch of colour and class to what can sometimes be an ordinary setting. David Dawson, Managing Director of D.Dawson & Co, a company that has been providing market umbrellas to the hospitality industry over the past 25 years, tells us: ‘Market umbrellas provide patrons with protection from the wind, rain and sun. The covers of our market umbrellas are made from high-quality acrylic that is colourfast, water-repellent and ultraviolet-resistant. They have a contemporary and refined look, with a simple pin and pulley mechanism, making closing and opening effortless. ‘The sun’s ultraviolet (UV) radiation is the major cause of skin cancer, while it is also the best source of vitamin D. In Australia, we need to balance the risk of skin cancer from too much sun exposure with maintaining adequate vitamin D levels. Sensible sun protection is a must!’ It is therefore imperative for managers who are looking to purchase market umbrellas for their venue to source materials that provide this protection. While both practical and aesthetically pleasing, the inclusion of umbrellas in a club or pub’s outdoor area also has the potential to boost revenue and increase foot traffic. According to Dawson, ‘When a club or pub has people sitting outside, the place looks busy; this gives the venue a good vibe, makes it look sharp and inviting, and, therefore, gives the impression that it is a great place to be! ‘It’s important to include umbrellas and/or barriers in a pub’s outdoor area. [This outdoor furniture] grants patrons the ability to grab some fresh air, perhaps indulge in a quick smoke break, and spend time with their friends. In this day and age, social contact is healthy and important for the soul,’ says Dawson. But how do you know which umbrella is the right fit for your venue, and how do you begin your search for the perfect apparatus? Dawson advises, ‘Like anything, managers of clubs and pubs will have health and safety regulations imposed upon them; hence, the market umbrellas and barriers will need to be up to standard.’ 56 • CLUBS AND PUBS MANAGER WINTER 2014

Managers must choose carefully, and one way of ensuring that their outdoor furniture meets these standards is by hiring a professional who knows the ins and outs of the outdoor umbrella market – someone who will be there every step of the way, including once the umbrellas have been installed. Dawson states, ‘[D.Dawson & Co] offers a fantastic after-sales service, providing the client with repairing, washing and recovering [services] at a reasonable cost and quick turnaround. ‘In addition to regulations, our market umbrellas are impressive, therefore adding atmosphere and class to a club or pub. Our umbrellas come in a variety of shapes, colours and sizes, and with a variety of pulley mechanisms. This means that almost any outdoor area can be accommodated, even if space is limited, and you do not need to have a gym membership in order to be able to raise the canopy. Our café blinds allow the premises to cordon off areas while also providing protection from the wind, and with our screen-printing, [venues can] have their name visible for everyone to see. ‘We have also supplied the Victorian Racing Club (Flemington Racecourse) with quite a number of umbrellas over the years. They opted for the classic square Italian-style market umbrellas for shade, to create a fun atmosphere, and for advertising purposes.’ Incorporating an area where patrons can get outside is something that has the potential to set a venue apart from its competitors. Now is the perfect time to take the plunge: make sure your venue’s outdoor area is ready before the warmer weather sets in. C&PM

D.Dawson & Co is a family-owned Victorian company that has been providing market umbrellas and superior café barriers to the hospitality industry for 25 years. For more information on how to choose the right umbrella for your outdoor setting, call 03 9380 8300, or email sales@ddawson.com.au

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INTERIORS AND ARCHITECTURE

THE LUXURY of design Customers love a little luxury – but are club and pub designers giving them enough glamour?

esign has become part of our lifestyle, and it is no longer the preserve of the rich and famous. Customers today are being seduced by architects and designers in every field, from home and garden design, to shopping centres, stores and restaurants. Global brands are bringing an international design flavour to Australia – and consumers are loving it. For instance, in Melbourne’s CBD, customers have been lining up outside new international stores like H&M and Uniqlo since they first opened in April 2014. Westfield’s glamourous food precinct in Sydney’s CBD serves a cross-section of customers, from office workers to the well-heeled shoppers that patronise the prestige retailers on show. Crown employs some of the country’s top architects and designers to work their magic – and a walk around Melbourne’s upgraded Crown complex will attest to this. Recently, Crown’s revamp of its Burswood resort has put luxury design to work for its clientele – from locals to high rollers. Australian designers like the RED DESIGN GROUP are at the forefront of this movement to make luxury design more accessible. ‘Nowadays, customers have much higher expectations of design than ever before,’ says Roy Tavenor, Managing Principal of RED.

Bistro Guillaume Perth. Image courtesy of Crown 58 • CLUBS AND PUBS MANAGER WINTER 2014

‘Our job is to bring a new standard of design and comfort to the everyday customer experience, [and] especially to add that touch of luxury that will give venues that special point of difference,’ says Tavenor. continued on page 60

INTERIORS AND ARCHITECTURE

A GUIDE TO OUTDOOR AREAS LAYOUT

ACOUSTICS AND AMENITY

Provide a couple of zones, and designate an area for smoking and one to be smoke free.

Considering the issue of potential nuisance to neighbours, allow for acoustic ceilings and walls. We have installed rubberised flooring, so no accidental crash of broken glass will disturb others.

WEATHER Develop a heating and cooling solution that is easy on running costs, and does not need to cover the whole area.

FURNITURE Consider fixed furniture to make a venue look orderly, and to save time in packing up an area. Select materials that will resist weather, such as compact laminates, galvanised or stainless steel frames, and synthetic composite timber. Allow for self-draining seats and easy wipedown in the event of rain or hose down.

Seek to screen at head height to allow for privacy for people inside and out.

WOW FACTOR Develop a look or theme to extend internal décor to outside. Consider lounge-style couches and low tables, as well as dry bars. Screen walls, funky lights, outdoor TVs, wall gardens, resort themes, mirrors and weather-proof printed wallpaper are currently in vogue. C&PM

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continued from page 58

The RED DESIGN GROUP, whose designers work at the premium end of the market for clients such as Crown, is increasingly active in the club industry – as evidenced by its success in designing the revamped Tradies Club in Sutherland.

WHAT DOES IT TAKE TO BRING A TOUCH OF LUXURY INTO YOUR DESIGN? • You need a good understanding of the customers for whom you are designing – luxury means different things to different people. • Good planning is everything – creating a feeling of space, good sightlines and smooth customer flow is the starting point for a great-looking environment. • You need an appreciation for quality materials, finishes and furniture – they add the finer touches of glamour to the design. • Lighting can be the difference between a good design and a great design. • Good designers also consider operational requirements and durability – venues are busy places and need to stand up to the rigours of daily use.

La Vie wine bar. Image courtesy of James Newman

60 • CLUBS AND PUBS MANAGER WINTER 2014

• Digital technology is changing how designers work, too – so make sure your designers understand that digital is more than technology; it’s a way to add the wow factor to your club. • Signage, branding and graphics are an integral part of your design – from your external signage right down to the smallest detail of your menus. Critics of club design complain of too many ‘cookie cutter’ projects, a lack of innovation and a sameness that easily creeps into design. ‘Too many cooks in the kitchen’ is another comment that is heard regularly – you need one firm that can design everything from end to end, rather than a number of different designers competing with each other. Try using designers who have broader experience, such as in designing retail stores, hotels, shopping centres and restaurants – these designers can bring valuable insights and ideas from other market segments, and can make sure that your design is not ‘pigeon holed’. Design can be a vital part of the success of any club or pub, and luxury design is definitely making a statement with customers whose needs are becoming increasingly sophisticated.

INTERIORS AND ARCHITECTURE

Zagames. Image courtesy of Paul Ebbage

IS YOUR CLUB DESIGN UP TO STANDARD? • Will your club be able to compete in the future? • What do your customers think? • Are you offering customers enough luxury? As global design impacts more and more on Australian consumers – and with major brands like Crown making their presence felt in Melbourne, Perth and, soon, Sydney – it’s time for clubs and their designers to take some bold steps forward. Give your members a bit of glamour and a touch of luxury, and they will repay your efforts in gold. C&PM

Bistro Guillaume Perth. Image courtesy of Crown

Zagames. Image courtesy of Paul Ebbage

CLUBS AND PUBS MANAGER WINTER 2014 • 61

INTERIORS AND ARCHITECTURE

COMMERCIAL FLOORING SOLUTIONS FOR CLUBS AND PUBS – DESIGNED WITH PURPOSE AND FOCUSED ON COMMERCIAL BUSINESSES

lub and pub flooring demands innovative designs in order to create the perfect ambience for guests, and also to deliver the performance needs of a high-use commercial working environment. Whether it is a new club or pub development, or a refurbishment program, Master Kelwin Floors can provide a complete commercial flooring solution: a solution using a proven commercial operating model; one that is tailored to individual customers’ needs, including flooring design, supply of product and a full installation service, using a team of hospitality specialists; and also one that has a continual focus on enhancing built environments, minimising disruption to business operations, and delivering on agreed business objectives. Working together and using a proven end-to-end service model, Master Kelwin Floors has delivered commercial flooring solutions to customers across Australia, focused not only on their business needs for today, but also for the future.

COMMERCIAL FLOORING SOLUTIONS – PROVEN SERVICE MODEL AND HIGHLY EXPERIENCED TEAM Master Kelwin Floors brings over 40 years of commercial flooring experience to the table. The company has a wealth of experience in the clubs and pubs sector. Taking into consideration every aspect of a customer’s flooring and business needs, the company’s focus is on offering a ‘one-stop shop solution’ for a commercial flooring project across a myriad commercial sectors. Master Kelwin also has the experience and expertise to service customers in the hospitality industry across the whole of Australia. It also operates branches across New Zealand.

MASTER KELWIN FLOORS – THE COMMERCIAL FLOORING EXPERTS FOR CLUBS AND PUBS ACROSS AUSTRALIA Master Kelwin’s commercial flooring solutions are focused on creating value for customers’ clubs and pubs businesses, today and into the future. Services include: • Scope and design – club and pub flooring • end-to-end commercial flooring project solutions • commercial flooring quantity surveying services • commercial flooring design consultancy service • industry sector specialists – dedicated hospitality team • Product fit for purpose • product for front-of-house and back-of-house • carpet, carpet tiles, cork, laminates, linoleum, rubber, vinyl, resin flooring and polished concrete • Accredited approved hospitality insulation teams • full commercial flooring installation service • Standards of service and compliance • professional standards • workplace occupational health and safety compliant • environmental health and safety compliant • Australia-wide service capability. C&PM

Master Kelwin Floors Australia: Brisbane, Townsville, Sunshine Coast, Sydney, Canberra, Melbourne. Head Office: Ph +61 07 3804 7744, www.masterkelwin.com.au. New Zealand: Auckland, Napier, Wellington, Christchurch, Nelson, Dunedin. Head Office: Ph +64 09 276 6242, www.masterkelwin.co.nz. 62• •CLUBS X CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014

The Commercial Flooring Experts

Hospitality Master Kelwin Floors – providing total flooring solutions for clubs and pubs – fit for purpose and designed to create the right impression. Master Kelwin Floors – the commercial flooring experts. Master Kelwin Floors – Australian Head Office: 07 3804 7744

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INTERIORS AND ARCHITECTURE

TRANSFORM

your venue

WITH A DASH OF GREEN AND A SPLASH OF COLOUR Artificial plants and water features are making a comeback, with many managers turning to nature for inspiration when looking to revamp their club or pub. Sefton Playhouse Hotel

ut why are so many managers introducing a dash of green and a splash of colour into their venues? According to John Dickinson of Plantscaping Solutions, incorporating artificial plants and water features into any design ‘is very simple and inexpensive’. ‘If a venue is relatively old and tired, [these features] help to soften and hide [imperfections]. New or renovated modern venues incorporate plants and water features as an integral part of the design,’ says Dickinson, who is no stranger to using such features as interior-decorating tools. Labelled as a ‘modern magician of soils of sorts’, Dickinson is a ‘plantscaper’: a combination of artist, landscaper, architect and designer – a rare breed in this day and age. And with an impressive client list of over 150 clubs and pubs – including the Dubbo RSL Club, Tradies Club Sydney, Muswellbrook RSL Club and Sefton Playhouse Hotel, just to name a few – it should come as no surprise that Plantscaping Solutions is often the first point of call for club and pub managers who are looking to introduce the visual wonder of greenery and water into their venue. Dickinson’s work with the Tradies Club in Sydney included the introduction of a green wall as well as an outdoor oasis, which have certainly impressed patrons of the club. ‘When a major renovation was done recently, besides general plantscaping throughout the club, we were commissioned to design and install unusual, groundbreaking units for the main entrance foyer and Gymea Café outside.

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INTERIORS AND ARCHITECTURE

Dubbo RSL Functions

Muswellbrook entry

‘With the café, we utilised mass plantings of modern agaves in bold, large glow pots. Inside, we created three huge artificial green walls in stainless steel pods. The aim of both designs was to welcome and wow patrons; plus, the green walls conceal and soften the escalator inside,’ explains Dickinson.

type, unimposing entrance, the club’s architects, EJE Architecture in Newcastle, asked us to design three small artificial green walls to soften and greet as part of an upgrade that included two new screens with an events television monitor and directors’ name board. They really work, and everyone’s delighted,’ says Dickinson.

This isn’t the only time that green walls have been included as a focal point in a club or pub. At the Beresfield Bowls Club in Newcastle, green walls became a design point of difference, as the flowing greenery ‘grows’ out of the screening, creating a magical effect. ‘With an old tunnel-

Similarly, his work over the years with the Dubbo RSL Club saw Dickinson replace the tired, live plantscaping with modern artificial plants, fibreglass planters and water features, transforming the club into a much sought-after venue.

Sefton Playhouse Hotel

CLUBS AND PUBS MANAGER WINTER 2014 • 65

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Playhouse Hotel in Sydney saw an introduction of plants into their pokies area. ‘We were commissioned to “dressup” and create a focal point in their new outdoor gaming area, and achieved this with an outdoor garden and tropical green wall [that is] floodlit at night to highlight the colours and style,’ says Dickinson. But why are more and more managers turning to plantscaping when looking to upgrade their venue’s interiors? There are many benefits of artificial plants and freestanding water features, which include:

Glow pots and agaves at Tradies Club Sydney ‘Another long-term major client now has an extremely successful outdoor function and wedding area, with classy and formal artificial plantscaping in unusual planters to satisfy all of their patrons, and especially brides. This was achieved with ultra-modern, square box planters with square and rectangular boxwood “buxus” hedges,’ says Dickinson. The incorporation of artificial plants and water features has also extended to gaming areas. For example, the Sefton Green wall at Tradies Club Sydney

• durability – artificial plants are hard-wearing and are immune to disease, temperature changes and other factors that often see indoor plants struggle to remain green and lustrous • the overall wellbeing of patrons – synthetic plants ensure that patrons with allergies do not suffer a reaction while visiting your club or pub • easy cleaning and maintainenance – there are virtually no additional costs or requirements once they have been included in the venue • easy incorporation and accommodation – no expensive add-ons, such as the introduction of special lighting or plumbing, are necessary for artificial green walls or relocatable water features. According to Dickinson, the maintenance factor alone is especially appealing. ‘It is very simple and inexpensive, as clients can either instruct their own staff or cleaners to dust or spray them regularly – like they do with other fittings in their venue – or can ask us to include them in our regular maintenance program. This is done “area by area” every three months, and includes in-situ pressure spray cleaning with special mobile equipment utilising drop cloths, tarpaulins, and corflute sheeting. ‘This is very unobtrusive, customer-friendly, inexpensive and cost-effective. The plants and water features are always clean and last for many, many years, as we also do minor repairs on site. It means that the manager or owner never needs to worry about this critical part of the club or pub’s décor.’ C&PM

John Dickinson is the Sales Manager for Plantscaping Solutions, a New South Wales-based company established in Melbourne in 1978, which services the club and pub industry. For more information on the use of these products in your venue, contact John on 02 4959 8877, or by email: john@plantscapingsolutions.com.au.

66 • CLUBS AND PUBS MANAGER WINTER 2014

INTERIORS AND ARCHITECTURE

BAROOGA Golf Club Resort’s new look T

he Barooga Golf Club Resort recently underwent a major revamp. Clubs and Pubs Manager magazine caught up with Dan Wilsdon, Abeo Architects, and Mick Brady, Meridian Construction, who both worked on the major project. Clubs and Pubs Manager (C&PM): Can you tell us a bit about your recent work on the Barooga Golf Club Resort? Dan Wilsdon (DW): We have been working with the Barooga Golf Club Resort for many years, including on a series of feasibility studies, which was followed by a detailed site master plan. This current stage represents the first and most prevalent stage of the master plan, which not only reinvigorates the existing offer, but also provides a whole new revenue stream in the form of on-site accommodation. Mick Brady (MB): Meridian Construction is a company specialising in club and pub building work throughout the state. We have worked on several projects with Abeo Architects, and we were invited to price the Barooga Golf Club Resort in the competitive select tender that the club had chosen for the project delivery. We were subsequently engaged as the successful head contractor, and we were able to implement the project with a mixture of local subcontractors and suppliers, together with the input of some specialist subcontractors from Sydney, where required. It has been a well-organised and executed delivery through several stages to suit the club’s operational requirements. It has also been a pleasure to work with Abeo and the Cobram Barooga Sports Club Group to produce a product that is a credit to all concerned.

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INTERIORS AND ARCHITECTURE

C&PM: What were some of the main changes made to the club throughout this project?

MB: The project consisted of two parts undertaken concurrently:

DW: The club has had several expansions since its inception, and to some degree, it was just too big. There were several redundant areas that were simply not earning their keep in a commercial sense.

• staged refurbishment of the golf club, inclusive of entry, reception, function room, kitchen, lounge and external terraces

The most prominent component of the project is the accommodation. This goes hand in hand with the golfing holiday market, functions and also casual travellers. This new accommodation primarily occupies a previously underutilised function room and expansive second-storey deck.

• construction of a new five-star, 18-room motel overlooking the golf course.

There are 18 new motel rooms that have a real resort feel, with private views across the golf course. The remainder of the project has seen renovation of the bulk of the frontof-house areas of the club building, including the entry, reception, function room and main lounge. A new terrace was constructed off of the function room to take advantage of the magnificent views across the golf course.

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C&PM: How did you first approach this renovation? Were there any specific requirements or design briefs provided, and did you have an overall project philosophy? DW: Detailed design on this project commenced following on from the master planning process. The design brief was developed in close collaboration with the club, and was very considered to reflect the nature of the existing building structure and location. It was always the club’s vision to create a unique and distinctive venue that would be appealing to its current patronage, and also to new market sectors. For this to be achieved, the accommodation had to be of an outstanding level, and the club had to take total advantage of its golf course setting. Working with existing buildings of this nature is always a tricky business. Detailed site inspections were required, including the x-raying of the existing slab, as it was built of a system known as post-tensioning. This meant that penetrations for services such as plumbing could not simply be put anywhere; and there were plenty of those. We did not make this any easier when the decision was made to cut a large portion of the existing building out to create a void to the lower level of the accommodation, but the result was well worth it. MB: Our selection to join the tender process was based on a strong history in quality hospitality project delivery. We are firm believers in the old adage that your reputation is as good as your last project, and that is the philosophy that we take with us to every project we undertake. Working with Abeo has always been conducive to producing a quality outcome. We have a collaborative approach – their design and our commitment to a quality construction is always going to leave a very satisfied client. C&PM: Why did the club decide to renovate? DW: The Barooga Golf Club Resort is part of the Barooga Sports Club Group. The Barooga Sports Club is less than one kilometre away from the golf club, and it undertook an extensive refurbishment in early 2013. This current project extends the high level of patron experience from the Barooga Sports Club to the Barooga Golf Club Resort. The Barooga Sports Club Group has always striven to provide a high level of patron experience across all of its venues, and the renovation of the golf club is its latest step in the journey. MB: Barooga Sports Club Group is a leader in the region for providing quality facilities to its membership. It has been proactive in this role and is certainly seeing the benefit of patronage to the new golf club.

It is early days for the new motel complex, but the quality of the venue has every hallmark of success; there is nothing else like it in the region. If striving to be the stand-out success is what drives a renovation program, then the Barooga Sports Club’s new golf club has vindicated the board’s decision. C&PM: What has been the response to the renovation, of both the club’s manager and its patrons? DW: When you are undertaking major renovations in the middle of a trading club, inconveniences are to be expected. Careful planning had to be undertaken to manage this process so that the disruption to the club was minimised. The works in the club were staged so that the club could remain in operation throughout, and were completed prior to the accommodation, as the works were not as extensive. The unveiling of each stage has been received extremely favourably. In any project, it is not until all works are complete and the facility can function as a whole that the real results can be expected. We are very pleased that the final product has been so well received, and has resulted in a venue that members, management and the club board are all proud of. The most pleasing factor is that function bookings are encouraging, and the accommodation bookings have been strong. MB: The club’s Chief Executive Officer, Greg Ryan, has had high expectations for the golf club project from the outset. Having worked with Abeo on previous projects, Greg was confident that the design outcome would be very successful. He and the club members can now be continued on page 72

70 • CLUBS AND PUBS MANAGER WINTER 2014

STATE WIDE HOSPITALITY BUILDING SPECIALISTS

GUARANTEEING OUTSTANDING PERFORMANCE

n Master Planning

n Fitout and Refurbishment

n Design & Construct

n Council Negotiation

n Construction Management

n Interior Design

Call Mick Brady | Phone: 0418 233 008 | Email: mjb@meridianconst.com.au | www.meridianconstruction.com.au | 321 Princes Highway Banksia NSW

INTERIORS AND ARCHITECTURE

continued from page 70

greatly satisfied with the quality of the work undertaken by Meridian Construction.

The club and accommodation are very much part of the same venue and patron experience.

C&PM: The Barooga Golf Club Resort renovation also saw the introduction of accommodation. How did you approach this, and how does the accommodation design tie in with the rest of the club?

C&PM: Why do you believe that it is important for clubs and pubs to continue to update themselves?

DW: The new accommodation ties in with the club from an operational perspective, as it complements the existing golfing and function operations. Having the most highly regarded golf courses on the Murray River, the club is an iconic golfing holiday destination; therefore, providing on-site accommodation is a good fit. The same scenario exists for the function business, whereby high-level accommodation is now provided in the same facility.

DW: We live in a world of information, which is increasing in intensity at an astonishing rate. With today’s media and internet, everything is available at a moment’s notice. No matter our age, we are all more exposed to what the world has to offer, which, in turn, informs what we want to experience. Therefore, any hospitality venue needs to change in parallel to ensure that it remains relevant to the people that choose to enter it. This relevance and market position is directly linked to market share, and, of course, to financial performance.

There is a strong connection between the new accommodation and the renovated club via design and use of materials. The club and accommodation both have heavy stone clad blade walls, which provide a strong connection between the venues. Other material selections are intended to make a more subtle connection.

MB: The success of a club or pub is all about patronage. That comes primarily from three sources: keeping your existing clientele, tapping into a new market or attracting patrons from your competition. The ‘best’ venue will always go a long way to achieving that success; and the ‘best’ will be a combination of staff, product and environment.

The decision was made very early on by the club that the accommodation had to be special, and had to take advantage of its location. The rooms have a real point of difference with the addition of the entry vestibule, which allows the ensuites to be large and well appointed. Each room also has a balcony or deck, so that the views across the golf course can be enjoyed.

Just as a club or pub should continually train its staff to provide best service and product, so, too, should it invest in its environment. ‘Build it and they will come.’ C&PM

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All images courtesy of Alex Donnini, Alex Donnini Photography. Phone: 0407 511 504 Email: adphotography@optusnet.com.au

INTERIORS AND ARCHITECTURE

PROFIT FROM PLAY with a bespoke playground

any venues avoid installing a playground for fear that it will be an expense rather than a source of income, and may waste money on ‘out of the catalogue’ equipment that doesn’t cater to their specific requirements, provides no real return and is a disappointing waste of valuable dollars; however, those who have chosen wisely are proving that well-designed playground equipment can pay for itself in a matter of months, while lasting for years. Playgrounds are a huge drawcard for families, and parents will drive past several venues to get to one with a playground. A playground can maintain and increase patronage to your venue, create new marketing opportunities, and provide fewer lean periods during trading times. The staff at Goplay Commercial Playgrounds have over 30 years of experience in helping customers from throughout Australia and the Pacific region to invest in play. Goplay knows that every venue is different, and that the best returns come from playground equipment that is designed specifically to tailor to each venue’s specific needs. Not only does Goplay have a team of specialised

designers, but each and every one of its sales consultants has design abilities – they will even sit with you and design your equipment on site, so that you can have input into your unique design. Your guidance and feedback is crucial to design the correct equipment, as Goplay won’t presume to know more about your venue than you do. Goplay does, however, know playground equipment, and how to design it to harness your venue’s strengths and attack its weaknesses. C&PM To take advantage of Goplay’s free no-obligation, Australia-wide design service, call (03) 9308 1800 or visit www.goplay.net.au.

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERWINTER WINTER2014 2014••73 X

INTERIORS AND ARCHITECTURE State Of Grace restaurant

NOT YOUR average venue BY GIULIA HEPPELL

State of Grace is a thriving restaurant located in the heart of Melbourne’s bustling city. But don’t be fooled – this restaurant is not your average venue.

‘T

he moment you walk though the grand doors, I think you realise that this is much different to the average restaurant; the décor is an eclectic mix of vintage pieces that really build a sense of character for the venue,’ explains Brylee Nagle, Marketing and Events Manager of State of Grace restaurant. This observation is apt – perhaps even understated; the interior and decorating style of this popular hub is nothing like your average CBD eatery. Set inside a historic building, which was built in 1889 on the city’s bustling Collins Street, State of Grace displays an elaborate mix of antique and extravagant décor that blends with the luxurious setting to create a restaurant that firmly imprints itself into the minds of its diners. Exposed brick, plush red velvet couches, raw floorboards and creatively decorated walls are just some of the ingenious design features that add to the venue’s character. continued on page 76

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INTERIORS AND ARCHITECTURE

A FITTING CARPET for every floor

s one of Australia’s largest carpet manufacturers, Feltex Carpets’ wide range of flooring options provides a complete flooring solution for all types of hospitality projects. Whether it’s Woven Axminster, Wiltons, handcrafted carpets and rugs, or our carpet and tile by design, Feltex Commercial can provide the ideal solution for every hospitality project, no matter what size, budget, schedule or location. In addition to its broad range of stock-line commercial products, Feltex Commercial can also provide a full customdesign service. Using the latest technology, the team of designers and product developers can create carpets limited only by your imagination. A colourful custom Feltex Woven Axminster with geometric shapes adds fun to the playful design at the Atura Hotel in Blacktown (pictured). The client’s brief was clear and concise, with the design spanning over seven broadloom metres – each panel custom-designed to fit the area. When specifying a Feltex hospitality carpet, you can rest assured in the knowledge that your project is in capable hands.

Feltex’s dedicated project management team will follow your project through from order to installation to ensure that it is completed to specification, on time and within budget. C&PM For further information on the Feltex hospitality carpet range, contact 1300 130 239 or visit www.feltex.com.

Feltex Carpets and Godfrey Hirst provide a complete flooring solution for all types of hospitality projects. Including Woven Axminster, Wiltons, Handcrafted Carpets & Rugs, and Carpet & Tile by Design. 1300 130 239 www.feltex.com

1800 630 401 www.godfreyhirst.com

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INTERIORS AND ARCHITECTURE

continued from page 74

Fall From Grace Cellar Bar ‘We were hoping to break away from the now commonplace [design] of the clean lines and simplicity of many modern restaurant bars popping up around Melbourne and Australia alike. We wanted to honour the external front of 477 Collins Street with something equally beautiful inside. After all, there is a true beauty in over-thetop decadence,’ says Nagle. Patrons of State of Grace seem to agree. ‘Quite often, people point out objects and reminisce about significant memories from their own lives. It is really quite special that we have been able to create such a positive homage to the past,’ Nagle comments. With quirky and interesting details found on every surface – including a large giraffe head cheekily jutting from the wall of the bistro – State of Grace has approached interior design and decorating in a unique way. ‘Honestly, it was a matter of selecting things that we liked and bringing them all together. The items were purchased over a period of time and stored at our head office. Many people thought the idea of bringing all these antiques together was next to impossible; however, we managed to pull it off without the aid of any interior designer. I guess it really does come down to trusting your own intuition,’ says Nagle. While the unique knick-knacks that are scattered throughout the bistro are a major point of difference for this Melburnian hub, there is more to this venue than meets the eye. What leaves a lasting impression on patrons to this venue is the Fall From Grace Cellar Bar – State of Grace’s hidden underground retreat. This chic retreat exudes much of the grandeur that the restaurant does. Mixing grand manor sophistication with

76 • CLUBS AND PUBS MANAGER WINTER 2014

a garage-sale twist, stepping into Fall From Grace is like entering a time long past. ‘Fall From Grace is a space we created to evoke imagination and take you to a different world. We were very lucky, as the previous venue was well laid-out and in alignment with the vision that we had for the space; therefore, we didn’t have to strip the space right back. Instead, we simply added our flair. Fall From Grace Cellar Bar is perfectly decadent – ideal for relaxing with a cocktail in hand,’ says Nagle. That is, if patrons are able to find it. Hidden behind a wall of books lies this quirky after-dark escape. Customers are asked to pull on the secret tome in the bookshelf in order to gain access to the cellar bar. ‘The idea behind our hidden entrance was to create a lasting wow factor – something that you would want to tell your friends about. We also wanted to keep the environment fun and entertaining – what better way to do this than with an interactive experience? The reaction has been exactly what we had wished for; people are in awe and are almost hypnotised by the entrance. I’ve had people comment that they could stand there all day and still be mesmerised,’ Nagle says of the venue’s ingenuity. State of Grace and its Fall From Grace extension are not your average venues. With a street-level restaurant that offers diners the perfect space in which to enjoy European-style meals, mixed with a hidden cellar bar that is the perfect night-time experience, this venue provides the best of both worlds – something that definitely sets it apart from its competitors. C&PM

STAND OUT

HOSPITALITY EXPERTISE

Architecture | Interior Design | Project Management

Contact Richard Cullinan (02) 8090 3320

INTERIORS AND ARCHITECTURE

NEW PROJECTS GIVING LIFE TO OLD VENUES With a combination of experience and design flair, the team at CI Partnership has been making waves in the industry with some great recently completed bar and gaming projects. EASTS LEAGUES LEGENDS BAR

he Easts Group, home of the 2013 NRL premiers, the Sydney Roosters, invited CI Partnership to assist in showcasing their proud history in a freshly minted modern bar and lounge. The brief was to create a space that demonstrated the true spirit of a foundation football club that has spanned 105 years; to create something truly unique, which paid homage to this great club’s history; and, at the same time, to create a place that is warm and inviting. Taking all this into account, together with some challenging operational issues and a very messy building shell, and this was not going to be any easy feat! The CI team has made an outstanding response, creating a space that’s sinuously wrapped by a striking pixellated graphic wall, which starts at the entry and snakes itself around the room, drawing patrons into the space. The entire wall is made up of iconic photographs of the players who have been inducted into the Hall of Fame (the images are actually formed by the letters of each player’s name, and, every so often, a player’s name is picked out in red lettering for those with keen eyes!). Portholes in the graphic wall display audiovisual information about the players, as well as highlights from classic games. Today, the space boasts three defined zones: the lounge to the north-east offers large comfortable couches and generous armchairs; the dry bar area in front of the bar has more traditional seating, and is visually connected to both

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the Hall of Fame and memorabilia displays; and, to the south is low-lit and cosy banquette seating, which creates a more lounging vibe. These banquettes are set among the memorabilia displays, and are separated by the shapes created by the columns. Overall, this zoning allows the different functions run by the club to happen simultaneously. Working closely with artisan metalworkers, joiners and concreters, the central focus of the new space is a uniquely shaped and striking concrete and bronze bar, sculpturally finished in white off-form concrete. Up-lit from the floor, the brilliant effect is cleverly offset by the curved and carved plywood benchtop and floating bulkhead above. The back of the bar is fitted out with a monolithic black joinery unit, with two niches in intense orange – the only splashes of colour in the space – effectively focusing your attention.

INTERIORS AND ARCHITECTURE

Turning this previously dark, non-descript lounge into a bright and modern multi-functional space, which cleverly showcases the club’s proud history and operates as a true modern bar and lounge, is an outstanding result for the Easts Group.

HQ BAR This striking bar is the focal point, forming the main backdrop for the foyer at St Johns Park Bowling Club (SJPBC). Designed as the centrepiece, its concept is very out of the ordinary. There was no back bar – just full-height glass refrigeration and wine displays and a sculptural steel front wrapping off-form concrete. The curved steel inspiration was influenced by the idea of a feminine fabric draped over the concrete – with revealing, sensuous cutouts, all vibrantly lit with colour-changing LED lighting, allowing the bar to be themed for special occasions. On St Patrick’s Day, the bar can turn fully green! The bar was positioned to be able to serve the sports lounge, bowling greens, TAB and main dining lounge all from one key service point, thereby reducing operational costs. The bar has rearloading refrigeration with a coolroom behind, and a new goods lift from the basement cellars was installed to provide efficient back-of-house servicing.

SJPBC NEW FOYER AND FAÇADE The CI team has cleverly crafted its guiding design idea for the once barren and austere SJPBC entrance, creating a garden oasis for patrons under the hot, beating sun of Sydney’s west. The façade features a screen with a leaf motif artwork, circular porthole cut-outs in the entry canopy, and brightly coloured glowing plants and light fittings in the foyer. Columns through the foyer to the main bar represent trees, with the green circular motifs on the ceilings imitating the canopies of a lush rainforest. A massive lush green wall provides a cool backdrop and deceptively creates an effect of natural light in the middle of the club. A gentle trickle of water can be heard from the amazing water feature flanking the foyer walls. Brightly coloured lily pads ping on this wall and take their inspiration from the Asian lily pad motifs and the koi fish throughout the gaming room and bathrooms beyond. St Johns Park Bowling Club is worth a visit if you haven’t already discovered the fresh new design look set to shape the industry in coming years – why don’t you check it out for yourself? C&PM

SJPBC OUTDOOR GAMING St Johns Park Bowling Club’s new outdoor gaming area, set in lush garden surrounds with black bamboo through the centre, is arguably one of Sydney’s leading outdoor gaming spaces. The gaming services, such as cashiers and toilets, are located in a seamless floating ‘service pod’ in the centre of the indoor and outdoor gaming floor. The pod is finished in a sparkling gold finish, creating a shining jewel against the backdrop of the gaming machines. The pod was created by reshaping the existing toilets, cashiers and bar, which were already situated in that location, but with very inefficient layouts. For example, there were three bar service areas that all had to be staffed separately in peak times. CI’s aim was to consolidate this down to one efficient bar, with comping tray service directly integrated behind the main service bar.

The Directors at CI Partnership, Richard Cullinan and Vladimir Ivanov, have extensive experience in design and development across a wide range of pub and club projects. Cullinan is a recognised industry expert bringing key experience in bar and gaming projects, and with particular expertise in outdoor gaming. The CI team has completed about seven pub outdoor gaming solutions in the past four years, and have some very interesting large pub and club projects currently on the drawing board – so watch this space!

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SECURITY

KEEPING

CLUBS AND pubs safe

BY JOHN FLEMING, GENERAL MANAGER, AUSTRALIAN SECURITY INDUSTRY ASSOCIATION LIMITED (ASIAL)

The safety of patrons and staff in and around licensed premises has come under intense media and public scrutiny over the past year.

n New South Wales, for example, the government introduced 1.30 am lockouts and 3 am last drinks laws across a new Sydney CBD entertainment precinct as part of a crackdown on drug- and alcohol-fuelled violence. In a survey of New South Wales crowd controllers working in licensed premises, which is currently being conducted by the Australian Security Industry Association Limited (ASIAL), preliminary results show that one-third of respondents feel less safe performing their duties than they did a year ago. Among the top issues cited as fuelling this result include preloading, the use of illicit drugs and steroids, and changing community attitudes and behaviour. Providing a safe and secure environment for patrons is no easy task. It requires vigilance and an ability to respond promptly to issues as and when they arise. Adopting a proactive risk management approach to venue safety is vital to the successful management of your business. In developing a management plan that sets out safety practices and procedures to address the risk that is specific to your venue, it is important to consider current management practices and procedures, and how these can be improved. Getting the right security mix is crucial. In order to establish the best security solution for your business, you need to 80 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2014

understand the options available and the risks that you face. The following is a brief overview of some of the options available.

ALARM SYSTEMS Monitored security alarm systems can provide early detection of potential burglars and duress protection for staff. These systems use sensors, which detect and trigger an alarm at the control panel. The sensors used could include passive infra-red movement sensors (PIR), vibration sensors, glass-break sensors and magnetic contacts. In the event of an alarm being activated, the alarm system is typically attached to a telephone line, or other methods, such as wired internet protocol (IP) and wireless general packet radio service (GPRS) monitoring paths, to provide in-built redundancy. If one path is down, the other continues to transmit alarms, which are then used to send signals from the alarm control panel to a monitoring centre. The operators check what type of alarm is coming through and take action by calling key holders, a patrol response or the police. Monitoring centres monitor when the alarm is being armed and disarmed, indicating open and close times. ASIAL operates a certification scheme for alarm monitoring centres in accordance with Australian Standard 2201.2:2004 (Intruder Alarm Systems â&#x20AC;&#x201C; Monitoring Centres). The scheme provides customers with the reassurance that the standards applied at a monitoring centre are independently audited on a regular basis. To view a listing of currently certified monitoring centres, visit www.asial.com.au.

SECURITY

ACCESS CONTROL Access control systems are designed to provide the ability to control, monitor and restrict the movement of people and assets in and out of secure areas, while helping to manage known or anticipated threats. Access control is essential for licensees to protect staff and assets, and can be scalable from a single entrance door to a large integrated security network. These systems have the potential to integrate other systems, such as time and attendance, and visitor management. These functions also reduce administration costs. The key components are: • the physical barriers, which are typically doors that are secured by either a magnetic or electric strike lock • the identification devices offered, which use a number of different technologies, such as proximity cards, smart cards, swipe cards, PIN code pads and biometric products, like fingerprint, facial recognition and iris scanning for higher-security sites, which are gaining more market acceptance • the door controllers and management software – the heart of the system – which are used to decide who can gain access through which access point and at what time of day or night. The door controllers are linked together to a PC to control a site, or a number of sites can be linked together over a wide area network (WAN). Not only can the access control system achieve its primary function of monitoring the flow of authorised personnel around the premises, it can also provide a wealth of data on which areas of the building are occupied and when. Identifying the usage of a building will greatly help in reducing power consumption, and will ultimately produce substantial cost savings. The key areas for power saving are lighting, heating, ventilation and air conditioning in areas of the building that are not occupied.

CLOSED CIRCUIT TELEVISION (CCTV) SYSTEMS CCTV is a visual surveillance technology with the capability to monitor a variety of environments and activities. CCTV is now an integral component in the design of cost-effective security solutions, which deter, detect, help supervise and verify activity associated with security or safety risks. New advancements in security cameras and digital video recording (DVR) have put CCTV cameras and video surveillance among the most valuable security and lossprevention solutions available. CCTV security systems are reliable, efficient and simple to use.

As the security industry continues to move towards IP-based video surveillance, deploying video surveillance solutions has become a key requirement. A typical indoor system involves items such as software, IP cameras, Category 5/6 wiring, servers, routers, switches and storage devices. Generally speaking, all of these items have been designed to be installed and operated in a roomtemperature (controlled) environment with easy access to each system component. Cameras come in different forms and shapes: vandal-proof, indoor/outdoor, covert and discreet cameras. Highly reliable speed domes will take a preset position in less than one second, while zooming and focusing automatically on the area of interest. Of all the security products available on the market, camera technology is evolving most quickly into the digital space. A strong advantage of IP network-based video surveillance systems over analogue video systems is scalability. IP-based systems scale easily from one to thousands of cameras in single-camera increments. There are none of the mandatory 16-channel jumps dictated by pre-configured analogue systems using DVRs. This makes IP-based solutions ideal for growing a system as budget allows. Installation can be done in stages, and video encoders can be used to incorporate existing analogue cameras, creating a hybrid system that preserves the existing security system investment. It’s nearly always less expensive to set up a hybrid IP video surveillance system and gradually replace existing analogue equipment with the superior functionality of IP network cameras and other components.

PHYSICAL SECURITY Applying a barrier between a would-be thief and equipment, or ‘target hardening’ as it is often known, means that the offender has to remain on site for a considerable amount of time; thereby, apprehension is increased and reward is decreased. A lighting system can also act as a simple, but effective, means of reducing the opportunity for people to hide in the grounds, and supports the capture of goodquality images on CCTV system.

CHOOSING YOUR CROWD-CONTROL PROVIDER When it comes to selecting the right crowd-control provider, it shouldn’t be a lucky dip. To ensure that you make the right choice, it is vital that you conduct a thorough due diligence review of potential providers.

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SECURITY

Choosing a provider based on the lowest price alone will more often than not result in the provision of an inferior level of service to what you require, often resulting in a negative impact on your business. Reputable security providers are committed to providing a quality service and play an active role through their professional membership of peak industry bodies, such as ASIAL. They possess the appropriate insurances, train their employees well, use only appropriately licensed security personnel and provide wages and conditions in accordance with a lawful industrial instrument. Those who don’t will compromise the security of your licensed premises. To help you assess the credentials of a security provider, some of the key criteria to consider include: • adequate/current insurance cover – view documents and ensure that they are current, and that they provide coverage suitable to your requirements • a good reputation – investigate a provider’s reputation to ensure that they have maintained good relationships with customers, and are trustworthy and dependable • references – request and check references to obtain valuable insight into the reliability and performance of the security firm (ASIC and business search tools to check trading history can be very helpful) • training – review the security firm’s training regime and request supporting documentation to support their assertions • equipment – ensure that the equipment to be provided by the security firm is fit-for-purpose and meets all work health and safety requirements • costs – understand financial arrangements with the security firm regarding the planned invoicing cycle, rise and fall cost management, cost drivers, rate reviews, additional charges, and award/agreement impact • written contract – defining the rights and responsibilities between client and security provider should be detailed and written, including dispute resolution processes, contract review, extensions and termination • management – experienced management personnel with specialist expertise in the security industry will ensure effective delivery and well-trained and supervised staff • crowd controllers/security officers – you should request evidence that only appropriately licensed and trained personnel work on site. Licensing requirements vary from state to state. Visit www.asial.com.au for more information. 82 • CLUBS AND PUBS MANAGER WINTER 2014

To enable a security provider to meet your established criteria and deliver the service, you need to clearly communicate your requirements through: • a concise statement describing the security activities to be performed, including the days and hours of service delivery • a detailed set of any special instructions given to the security provider to develop into standard operating procedures to enable them to deliver the service • a nominated management representative to be the liaison between the venue and the security provider. Due diligence as indicated includes the checking of references, operational performance and achievements. Organisations should provide more than one reference, and, if not, you should request a variety of referees and actively canvass the performance of the security provider. If a submission or quote appears too good to be true, it needs to be thoroughly investigated to ensure that no shortcuts are being taken. For example, will the quality, description and performance of the equipment match the specifications of the quoted work? Will only appropriately skilled and licensed personnel be used? Will the work be subcontracted? Will personnel employed be paid in accordance with award rates? Does the quote include a comprehensive maintenance program for the security system installed? The environment in which licensed premises operate is constantly evolving and changing. The challenge is keeping up with these changes, and responding in a prompt and appropriate manner. Security for clubs and pubs is not a quick-fix solution. Like bandaids, quick fixes don’t last long and need to be reapplied often. A good security plan needs to be carefully thought through and executed. It should be integrated into the day-to-day routine of all staff so that it is not recognisable as a separate measure. Hand in hand with this is selecting the right security provider. Ultimately, making the right decision comes down to making an informed choice. C&PM

About ASIAL: ASIAL is a not-for-profit organisation representing companies that provide approximately 85 per cent of the security services delivered in Australia. Visit www.asial.com.au for more information or to find an ASIAL member company.

BEVERAGES Image courtesy of Kalleske Wines

IS YOUR WINE REALLY ORGANIC? When the distributor says, ‘Yes, it’s organic; the vineyard doesn’t spray,’ do you say, ‘Thank you very much,’ and order a few cases? If you do, then you might be inadvertently buying a furphy.

here is a lot more to being organic than just eliminating harmful sprays. To be sure that you are really buying organic, you should look for a certification logo like Australian Certified Organic. If a winemaker merely uses organic grapes, they shouldn’t call the wine organic. To be truly certified organic, the whole process – from seed to bottling – needs to comply with the Australian Certified Organic Standard – the 100-page organic rulebook. This certification ensures not only that the growing of the grapes complies with organic standards, but also that the fruit is processed and made into wine according to strict standards. It takes three years for a farmer to gain organic status. Upon application for certification, their property is tested, and they need to write a management plan describing how they will farm organically – this includes details about how they will manage pests, diseases and weeds. In their second year, they are ‘in conversion’; and at the end of the third year, provided that they pass audits, they are certified organic. Organic farmers strive to build naturally healthy soils, which result in healthier and more resilient plants and animals that don’t require chemical controls. As David Lowe from Lowe wines says, ‘To make wine organically, and to grow grapes organically, they have to be superior in the first place – they have to be able to resist change and manage their own battles. They have to manage pathogens. The ecosystem has to be stronger.’

SOME OF THE DIFFERENCES WITH ORGANIC WINE Organic farmers can’t use synthetic pesticides or herbicides, and they need to maintain or encourage biodiversity on their farms. Fertilisers must also be natural in origin and not synthetic, and genetically modified material is not allowed. When it comes to making the wine, cleaning agents that have chlorinated compounds can only be used if they’re followed by a thorough rinse with potable water, or if they’ve had time to vaporise. Organic wine cannot be mixed with conventional wine. Organic wine is not preservative-free; however, the organic standards do require winemakers to use half of the preservatives of conventional wine, or less (a maximum of 100 parts per million for red wines, 150 parts per million for whites, rosés and sparkling wine, and 120 parts per million for liqueurs). Conventional wine can contain up to 300 parts per million. So, if you want to be able to offer your customers a wine option with lower preservatives, opt for organic blends when updating your wine list.

HEALTH BENEFITS DON’T COST MORE Many winemakers will tell you that organic grapes make the best wine, which is the motivation behind many vineyards using organic practices. Added to that is the fact that the price point between organic and conventional wine isn’t significant. Organic wines are one of the few organic commodities that don’t attract a premium, mostly because wine prices are based on quality. C&PM CLUBS AND PUBS MANAGER WINTER 2014 • 83

BEVERAGES

CASE STUDY: KALLESKE WINES BY TIM MARSHALL The Kalleske family has been growing grapes at Greenock in South Australia’s Barossa Valley since 1853. Building on the experience of the previous six generations of grape growing, seventh-generation family members, and brothers, Troy and Tony Kalleske established the Kalleske winery on the family estate; and they released their first wine using the Kalleske label in 2004. The vineyard is managed by their parents, John and Lorraine, and a third brother, Kym. John has over 50 years’ experience as a grape grower. Almost 50 hectares of vineyard is planted with low-yielding, certified-organic and biodynamic shiraz, grenache, cabernet sauvignon, Mataro, durif, petit verdot, tempranillo, Zinfandel, semillon, chenin blanc and viognier grapes. All Kalleske wines are made from their estate-grown grapes, and are vinified with minimalist organic winemaking techniques. Many of the 12 Kalleske-label wines have received excellent reviews and awards, and Kalleske has quickly gained a reputation for top-quality, handcrafted wines. The Kalleskes export to 25 destinations. Tony says, ‘Many markets are price-conscious; and also, region and variety are keys to consumer preference.

‘Our domestic sales account for about 65 to 70 per cent of our production, but it is important for us to be in the main overseas markets and to establish a global brand presence. People tend to go organic with food choices before wine; however, once people go down the track of eating organic food, then they are more inclined to choose other organic products, too, including wine. ‘Being organic is another selling point for many of our customers, and it can be the deciding factor if all other things, such as quality and regional preference, are equal – why wouldn’t you then buy organic?’ Asked why the Kalleske label does not emphasise its organic and biodynamic certification, Tony responds, ‘Foremost, it needs to be the quality of the wine that sells itself, and a good strong brand is imperative. ‘Slowly but surely, being organic or biodynamic is becoming more important to some consumers as they become more aware of the impact on the environment that their consumption choices make. Some customers definitely like to support products that are environmentally friendly, and some sommeliers and restaurants get right behind organic wines; so being organic then becomes a key point to be able to supply them and then becomes one of our key selling points.’ C&PM

ORGANIC WINE FACTS AND FIGURES • IBISWorld predicts that organic farming will be Australia’s third fastest growing industry in 2014. • Australia’s organics industry is worth $1.27 billion. • Australia’s organic wine industry is worth $4.8 million. • Organic wine grape production increased by 107 per cent between 2010 and 2012. C&PM

Image courtesy of Kalleske Wines

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FOOD SERVICES

Avocado with salmon

SO MUCH

more than guacamole The humble but versatile avocado has always been considered something special – even being lauded as an aphrodisiac. The South American Aztecs of around 300 BC named this prized fruit ‘ahuacatl’, from whence the name ‘avocado’ comes. It literally meant ‘testicle fruit’ – a reference to how it looks hanging from a tree.

he Spanish conquistadors, noting how revered avocados were in the Central American culture, brought the fruit back with them, and the rest is history.

In Australia, avocados are harvested all over the country, with the main variety being Hass, which makes up almost 80 per cent of the market. Hass is available all year and is distinctive for its buttery, nutty taste and rough skin that turns a deep purple or brown when fully ripe. Shepard is the next most widely available type of avocado. They are smooth-skinned and lighter on the palate, and notable for their resistance to oxidisation. Then, the big, round Reed variety can be seen in the markets, peaking in November.

Australians love avocados. In fact, Australia has the highest avocado consumption rate per capita than any other English-speaking country. Australians eat around 2.7 kilograms of avocado per person annually – and that figure is growing. So, savvy chefs should play to the house and put Aussie avocados on their menus; they’re always good news for plate cost return. Versatile, delicious and healthy, fresh Australian avocados are available all year and are a sure winner when it comes to club restaurants and pub bistros. They are almost unconditionally loved by consumers, and can easily be incorporated across the whole menu in a variety of food outlets, from casual to fine dining. Avocados Australia, the industry body representing Australian avocado growers, runs chef masterclasses in which leading chefs host special industry lunches that showcase the varied and often eye-opening uses for fresh Australian avocados. From canapés and entrées, to mains and desserts, avocados are perfect. They can be so much more than an addition to a salad or a wrap, or an unadorned side ingredient. Masterclasses in Melbourne have been held at the likes of Union Dining, with Nicky Riemer at the burners; the RACV Club, with Executive Chef Mark Normoyle; and at Huxtable with Daniel Wilson. The food services industry is always looking for a point of difference, and avocados offer club and pub chefs a way to spark up their menus by using what is clearly a very popular and highly adaptable product in creative

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FOOD SERVICES

KERMIT THE FROG WAS WRONG WHEN HE SAID BEING GREEN ISN’T EASY; AVOCADO RECIPES ARE BOTH CLEVER AND EASY. HARD, UNRIPE AVOCADOS CAN BE USED AS A CRISP, FLAVOURSOME SUBSTITUTE FOR GREEN PAPAYA OR MANGO IN VIETNAMESE ROLLUPS OR SAN CHOY BAU and appealing ways. The Australian Avocado chef masterclasses are dedicated to working with some of the country’s most innovative chefs; and through this program, this green ‘fertility fruit’ has become one of the growing on-trend ingredients. The emerging clever use of avocados in dishes is clear evidence of chefs thinking outside the culinary square. As well as providing a vibrant burst of colour to the plate (from yellow, through to light and dark green), avocado adds an exceptional depth of creaminess as a foil to a dish, and carries and complements flavours while maintaining its own integrity. The dense texture of avocado means that it can act as a base ingredient in a light dish; or, alternatively, it can be a great complement to a richer meal when applied deftly. It is also great when used as a binder and filler in dishes that might ordinarily rely on dairy products. To help chefs explore the possibilities of avocados and to get inspiration, the Fresh Australian Avocado Masterbook has been developed to provide a comprehensive resource. It features recipes from some of Australia’s leading chefs in clubs, pubs, restaurants and five-star hotels who have hosted the masterclasses, showcasing their creative use of avocados. It also contains information on the different types of avocados, as well as buying, handling and storing tips. From a chef’s perspective, fresh avocados can be successfully used at any stage of ripeness. All that is required is a combination of creativity and practicality. 86 • CLUBS AND PUBS MANAGER WINTER 2014

Kermit the Frog was wrong when he said that being green isn’t easy; avocado recipes can be both clever and simple. Hard, unripe avocados can be used as a crisp, flavoursome substitute for green papaya or mango in Vietnamese rollups or san choy bau. Firm avocados are ideal for flashfrying, which amplifies their meatiness and gives them the mouthfeel of a cooked vegetable. It is also possible to deep-fry firmer avocado pieces protected by a batter (tempura works especially well). Because avocado is usually served cold or at room temperature, it might seem surprising that it also works well in warm dishes. The trick is simply to add the fruit at a late stage in the cooking process and to not apply direct heat for extended periods. Finally, the flesh of very soft fruit can be used in avocado purées, or desserts like ice-cream, panna cotta, and even cheesecake – and certainly sweetened in smoothies as they do in Vietnam (sinh to bo). It can only be a good thing when produce is versatile enough to be used across the whole menu. C&PM

DELICIOUS AVOCADO SHAKE (SINH TO BO – FROM VIETNAM) Serves two to three • 1 medium avocado, ripe • 6 ice cubes •

cup sweetened condensed milk

• ½ cup milk.

METHOD Scoop the flesh of the avocado into a blender with the other ingredients and purée until completely smooth. Taste and add additional milk if required, depending on the avocado type, or if a thinner consistency is desired. C&PM

To download a masterbook, go to www.avocado.org.au/foodservice, or to enquire about chef masterclasses, phone 0458 900 252 or email avocados@whiteworks.com.au.

FOOD SERVICES

GRILLED PRAWNS WITH DICED AVOCADO, FINGER LIME AND CUCUMBER, WITH A PURÉE OF AVOCADO, CORIANDER, GREEN CHILLI AND LIME By Lauren Murdoch, Three Weeds Hotel Serves six

FOR THE PURÉE

FOR THE PRAWNS

• 1 avocado • 1 bunch of coriander • 1 Lebanese cucumber, peeled with seeds removed • half a green chilli, seeds removed • juice of 3 limes • salt, to taste.

• 12 large green banana prawns, de-veined, legs removed, shell and head on • ¼ teaspoon ground coriander seed • ¼ teaspoon ground fennel seed • vegetable oil.

METHOD Place all ingredients in a blender and purée until smooth. Season to taste with salt and set aside.

FOR THE SALAD • 1 Lebanese cucumber, sliced into thin rounds, or diced • 1 avocado, diced • 2 finger limes • 1 punnet of baby coriander.

AVOCADO CLAM CHOWDER By Daniel Wilson – Huxtable, Melbourne Serves 16

FOR THE CLAM LIQUID • 1 kilogram clams • 250 millilitres white wine • 1 brown onion • 2 cloves garlic.

METHOD 1. Sweat onion and garlic. 2. Add clams and white wine, cover and cook out. 3. Strain off the liquid and reserve. 4. Once cooled, pick clam meat and discard shells.

METHOD 1. Season the prawns with the spices, salt and pepper, and toss in a little vegetable oil. Place on a hot grill and cook for about two minutes on each side. 2. Place a spoon of the purée on each plate. Place the cooked prawns on the plate and arrange cucumber, diced avocado and baby coriander leaves around the prawns. 3. Finish with the finger lime and a drizzle of extra virgin olive oil. C&PM

• 200 grams butter • ½ cup plain flour • Clam liquid • 1 litre fish stock • 2 avocados • 1 litre milk • 1 litre cream • 6 potatoes • parsley.

METHOD 1. Sweat off the celery and leek in the butter, then the onion. 2. Add flour and cook out. 3. Add clam liquid, fish stock and milk to the pot. 4. Cook out the soup. 5. Add the avocados, and purée.

FOR THE CHOWDER • 1 leek, finely diced • 1 celery stalk, finely diced • 1 onion

6. Add cream to finish, and season. 7. Garnish with cooked, diced potato, and parsley. C&PM

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FOOD SERVICES

TRUSTED IN THE FOOD SERVICE INDUSTRY

toddart are Australia’s premier metal fabricators, engineers and suppliers of food service equipment. Founded in Queensland in 1959, Stoddart now manufacture and import a large range of equipment for food service applications in their 22,500-square-metre manufacturing facility in Brisbane. In addition, Stoddart’s warehouses and sales teams in Sydney, Melbourne, Adelaide and Perth ensure that all regions of Australia are covered. Stoddart’s 400-strong team has vast experience working in Australia’s commercial equipment industry. They are an industry-recognised leader in providing premium-quality products and services. Their exclusive brands include Electrolux Professional, Woodson, Adande Refrigeration, Koldtech, Culinaire, Simply Stainless, Anets, CookTek, Halton, Duke and Metro. While Stoddart’s speciality is in food service applications, their engineering excellence has led to several other successful business units. These include custom stainless steel fabrication, major project kitchen contracting, architectural metalwork, stainless steel plumbing products, street furniture and precision fabrication. With over 50 years in the marketplace, it is incredible to see that Stoddart are still innovating and leading the industry forward. Winner of the Best New Hospitality Product in 2012, Adande’s patented refrigerated drawers are unique to the marketplace and enable customers to differentiate their product offerings. The Adande drawers ensure that the cold air is retained when you open a drawer, providing energy savings of up to 40 per cent. Each drawer comes with the ability to be set within the range of -22°C to +15°C, at 0.1°C increments, providing unrivalled functionality in the kitchen. Installed throughout quick service restaurants (QSRs) worldwide, as well as Michelin-starred restaurants, Adande drawers suit a broad cross-section of foodservice applications. Another recent addition to their Electrolux Professional range is the Air-o-convect Touchline Oven. The simpleto-use, touch-sensitive user interface makes cooking everything on the menu simpler. With 12 cooking

88• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGER WINTER 2014 X WINTER 2014

modes and 10 humidity levels as standard, you are also able to store and transfer 1000 16-step recipes via USB, all accessible with a simple touch. The complete cooking process is made simpler, with a hot-hold function included to keep the food warm at the end of each cycle, as well as four automatic and one built-in self-cleaning cycles. It is well documented that once the cooking is done, noone looks forward to cleaning up. With the new Electrolux green and clean hood-type dishwasher, ware-washing is a breeze. With easy-to-operate, single-touch controls and an integrated LED display showing operation status, the user will be surprised by how much time is saved. The dishwasher uses a built-in, high-efficiency, energy-saving device that transfers the heat captured inside the machine to the incoming cold water before entering the boiler. The unit also saves water, using a nominal two litres per each of the three wash cycles. Within the unit, the soft start feature aids with washing glassware and other delicate items, and the double-insulated hood ensures low noise levels and minimal heat loss. C&PM For more details on any of the products listed above, or any of the many other products distributed by Stoddart, call today on 1300 791 954, or visit the website www.stoddart.com.au.

EDUCATION AND TRAINING

FOSTERING

next-generation

TALENT

HOSTPLUS and Melbourne Food and Wine have teamed up to support the hospitality world, one up-and-comer at a time.

hether you are a sommelier, apprentice chef or maître d’, education and training are key to a successful and prosperous career in the club and pub industry. Nurturing skills and giving young employees opportunities to further their repertoires is therefore an important undertaking for club and pub managers. From TAFE courses to apprenticeships, there are myriad education and training opportunities out there; however, one avenue stands apart from the others. Earlier this year, HOSTPLUS and Melbourne Food and Wine launched a nationwide scholarship program with the aim of nurturing the next generation of talent in a growing industry. The innovative and creative competition invited those aged 18 to 30 who work in the food, wine and hospitality industries in Australia to participate in the program. The HOSTPLUS Hospitality Scholarship sets out to award

90 • CLUBS AND PUBS MANAGER WINTER 2014

a young up-and-comer in the industry a once-in-a-lifetime learning and upskilling experience. The program offers individuals the chance to work in one of three worldrenowned restaurants or wineries, and to connect with global leaders, local legends and visionaries in their fields. Applicants uploaded video applications describing themselves, their experience in hospitality, and their suitability for the scholarship program. The applications were judged by an expert panel, which included Natalie O’Brien, Chief Executive Officer, Melbourne Food and Wine; Umberto Mecchi, Executive Manager, strategy and marketing at HOSTPLUS; Matteo Pignatelli from Restaurant Catering Australia; current Melbourne Food and Wine Festival Legend Gail Donovan; and 2014 HOSTPLUS trailblazer Rafael Rashid. When the scholarship program was first announced in March of this year, O’Brien said, ‘We’re proud to be working

EDUCATION AND TRAINING

with HOSTPLUS on this inaugural scholarship to connect the next generation of the Australian hospitality industry with global leaders and local legends. ‘The ability to travel and to gain experience in leading restaurants or wineries across the world is a tremendous opportunity for a young hospitality professional, and will provide an invaluable launching pad for their career.’ During their search for the perfect scholarship recipient, judges had specific criteria that they stuck by, and were looking for a winner who: • was a young leader who had the ability to shape the future of the hospitality industry • was highly skilled and knowledgeable about a specific area of expertise within the hospitality industry • was ambitious and driven to succeed, with a passion for the food and wine industry • acted (and continues to act) in a professional manner with strong communication (verbal and written), and organisational skills • was able to work as a member of a team, and had a willingness to share their skills and knowledge with others

• had an understanding of social media and was able to communicate within the digital arena • was an Australian resident, aged between 18 and 30 years • was currently employed in the hospitality industry with a minimum of two years’ experience. The lucky winner walked away with international economy return airfares, three four-day stints at internationally acclaimed food and beverage businesses outside of Australia, accommodation (for up to 15 nights), $2000 spending money, a GoPro camera to capture the experience, a year-long mentorship with a Melbourne Food and Wine Festival Legend, a Melbourne Food and Wine Festival 2015 foodie experience with exclusive tickets to selected events, and an exclusive invite to the 2015 Legends Announcement and Chef Jam, supported by HOSTPLUS, with a speaking opportunity at both events. Hospitality is an industry in which education is key, and scholarship and training programs play an imperative role in encouraging innovation, and in nurturing the talent and skills of the new generation. C&PM For more information on the scholarship program, visit www.melbournefoodandwine.com.au/industry

hostplus.com.au

YOU PLUS LOVING WHAT YOU DO EQUALS ENJOYMENT Seeing a customer smile. Exceeding their expectations. Closing up and knowing it was a great day. They’re pluses. At HOSTPLUS we know that your business is not just 8 hours in the day – it’s your life. That’s why we’ve helped over 90,000 employers like you in the hospitality, tourism, recreation and sport industries to simplify their super arrangements. So you’re free to get on with what you do best – running your business. Find out more, visit hostplus.com.au The information in this document is general in nature and does not consider any of your objectives, financial situation or needs. Before acting on this information, you should consider obtaining advice from a licensed financial adviser and consider the appropriateness of this information, having regard to your particular investment needs, objectives and financial situation. You should obtain a copy of the HOSTPLUS Product Disclosure Statement and consider the information contained in the Statement before making any decision about whether to acquire an interest in HOSTPLUS. Issued by Host-Plus Pty Limited ABN 79 008 634 704, AFSL No. 244392, RSEL No. L0000093, MySuper No. 68657495890198, HOSTPLUS Superannuation Fund ABN 68 657 495 890, RSE No. R1000054. HARDWIREAGENCY HOST7773/CPM/YP

CLUBS AND PUBS MANAGER WINTER 2014 • 91

EDUCATION AND TRAINING

WHY YOU SHOULD RETAIN YOUR STAFF THIS YEAR, AND

HOW TO DO IT BY RICHARD WYNN, REGIONAL MANAGER OF MICHAEL PAGE IN AUSTRALIA

Employers have myriad motives for focusing on retaining the best hospitality and leisure employees in their business this year – and for trying to prevent them exploring other job opportunities.

his includes business growth and a subsequent demand for talent that is expected to continue across the sector, along with the costs of replacing staff members that have business-specific knowledge. It’s important to remember that professionals who continue to work in your hospitality venue are experienced, skilled and passionate about their jobs. It is therefore beneficial to you if these employees remain at your company and help to foster the long-term sustainability and growth of your business. A good level of hiring activity and demand for talent is expected for hospitality and leisure professionals over the coming year, as business activity within the hospitality and leisure sector is expected to remain positive. Overall, consumers are willing to spend their disposable income on food and entertainment, despite uncertain economic conditions; this allows the sector to continue to be active at all times of the year. Activity within quick services restaurants (QSR) and contract catering companies is likely to increase this year, as businesses look to invest in growing the footprint and market share of their stores, staying ahead of competition, diversifying their products and expanding through

92 • CLUBS AND PUBS MANAGER WINTER 2014

acquisition. This activity is driving a high demand for talent at every level to sustain business growth. The number of opportunities for senior management is also expected to increase, particularly for national and general managers, operations managers and event/operations managers. The greatest demand for professionals at this level will be from businesses that are introducing new strategies and goals for growth in the early part of the year. These professionals are needed to strengthen operational standards and execution, assist with expansion, and improve customer service standards and productivity. Within the clubs and pubs area, venue, store and hotel managers continue to be the most difficult roles for which to attract and retain staff. With most clubs and pubs in Australia being independent – rather than large, multi-chain businesses – positions in this space are not often able to offer career progression, and talented workers will look elsewhere for the opportunity to advance their careers. Given that hospitality and leisure businesses are growing and creating job opportunities for professionals, employees are likely to become more active jobseekers this year. According to the 2014 Michael Page Employee Intentions Report, 89 per cent of hospitality and leisure employees surveyed indicated that they will change jobs this year. These respondents are the second most likely group of professionals to change roles in 2014, according to report findings. This sentiment is mirrored by the responses of 66 per cent of hospitality and leisure employers surveyed for the 2013/14 Michael Page Salary and Employment Forecast, who believe that their staff will leave their current roles in coming months. This means that employers will need to plan ahead for their future talent requirements and encourage top talent to stay in their current roles by rewarding employees with incentives. continued on page 94

Give your

managers

that push

Qualifications:

• • • •

Facilities Management Certificate Facilities Management Diploma Certificate IV in Frontline Management Certificate IV in Business

For a full list of our qualifications please go to: www.unep.edu.au/courses • 1800 066 128

• • • •

Certificate IV in Project Management Practice Diploma of Management Diploma of Business Advanced Diploma of Managment (Human Resources)

EDUCATION AND TRAINING

continued from page 92

Retaining mid- to senior-level professionals is also a top priority for employers. Typically, staff members at this level possess technical knowledge that is specific to the business in which they work, including an understanding of point of sale (POS) systems, people management, back-end systems and business processes. This level of staff also has business-specific operational knowledge of customer service standards and processes, adequate operational staffing levels at different periods of the year, and familiarity with the competitor landscape. To ensure that this knowledge is kept within the business, employers should focus on retaining these employees to avoid the cost and time of hiring a new and similarly talented employee, or training existing and junior-level members of staff. Retention strategies that mirror the desired incentives of employees are likely to be the most successful in keeping top performers in their current roles this year, and in minimising the chance of employees becoming active jobseekers. The 2013/14 Michael Page Salary and Employment Forecast reports that 33 per cent of hospitality and leisure employers are of the opinion that employees will leave their current roles in order to broaden their experiences and opportunities to learn, or to gain more seniority (27 per cent). Therefore, it is critical that employers offer staff incentives that enable them to achieve this and make them a structured part of retention plans. For example, training programs, senior mentoring and job rotations that allow staff to work in different areas of a business will give individuals the chance to develop their skills within their areas of interest. In addition, the 2014 Michael Page Employee Intentions Report indicates that 33 per cent of hospitality and leisure employees regard long-term job security as the most important factor when looking for a new role this year. To keep jobseekers from looking for new roles that offer better job security, employers can offer permanent employment, demonstrate the opportunities for professional growth within their company, and implement succession plans and achievable, well thought-out career plans. Many employers are already increasing their focus on long-term incentives that are aligned with company growth and personal performance in order to retain staff. Other non-financial rewards that are important for employers to implement as part of their retention plans include workâ&#x20AC;&#x201C;life balance options, which include being sensitive to how often and how many hours employees work, keeping a close eye on how much overtime staff take on, giving personal days and increasing leave. Hospitality and leisure employers surveyed for the 2013/14 Michael continued on page 96 94 â&#x20AC;˘ CLUBS AND PUBS MANAGER WINTER 2014

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EDUCATION AND TRAINING

continued from page 94

Page Salary and Employment Forecast offer flexible working arrangements (74 per cent) and team-building and off-site activities (48 per cent) in an effort to encourage work-life balance. Encouraging a strong company culture is also a critical talent management strategy for hospitality and leisure employers to consider due to the social nature of the industry, and 52 per cent of employers surveyed rank this as the most popular tool for attraction and retention. Monetary rewards are also well received by hospitality and leisure staff, such as profit share or a higher base salary. Further, according to the 2014 Michael Page Employee Intentions Report, 75 per cent of hospitality and leisure respondents negotiated on salary when offered their current role, with leisure and hospitality also the most likely group of professionals to ask for a salary increase this year (75 per cent). Employers who recognise that they need to pay competitive remuneration to secure top hospitality and leisure professionals will have the best chance of retaining

talented staff in the current market. The 2013/14 Michael Page Salary and Employment Forecast indicates that 57 per cent of employers within hospitality and leisure will reward top-performing staff with a salary increase, and 81 per cent will offer an average percentage salary increase of three to five per cent. Additionally, 42 per cent of hospitality and leisure employers that responded to the survey will offer employee bonuses based on individual, team and company performance, with the bonus being an average of six to 10 per cent of gross salary. C&PM For more information, visit the Michael Page Employer Resource Centre (www.michaelpage.com.au). Richard Wynn has extensive experience in the retail, hospitality and marketing recruitment space, working in both Australia and the United Kingdom for more than 12 years. Currently the Regional Director for Michael Page in Australia, Richard focuses on senior executive recruitment across these sectors nationally. www.au.linkedin.com/in/richardcwynn

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