Clubs and Pubs Manager – Autumn 2015 by Executive Media

CLUBS&PUBS manager Autumn 2015

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Contents NEWS Streamline your gaming with fast, secure, reliable TITO cash redemption solutions 2 Is your liquor signage up to date?

Understand your patrons and get better value on your loyalty program 5 Re-energising business in Australia?

Writing a resume for your next hospitality management position

Save the dates for Australasian Gaming Expo 2015

Positive reinforcement – the ‘new’ and ‘improved’ method of reviewing 14 Breakthrough in food service – food safety is at hand

GAMING Catering for all venues, no matter the size

12 key trends your venue can implement this year

Solution-focused, technology-driven 25

FINANCE Your ATM – there is another way

Making super simple 28 Prospa: removing roadblocks for SME lending

POINT OF SALE Gaming loyalty solutions and POS integration

Transforming the hospitality industry as we know it

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

Managing bomb threats 35 Put your cash movements in the hands of professionals

ENTERTAINMENT Award-winning sound system for pubs, clubs and hospitality venues 38 Making the case for a vibrant Australian live music scene

INTERIORS AND ARCHITECTURE 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: Warilla Bowls and Recreation Club www.bergstromarchitects.com.au info@bergstromarchitects.com.au

Mulgrave Country Club 43 Breath of fresh air 44 New projects giving life to old venues

Six easy ways to revamp your venue

Hotel Urban – Brisbane 53 Considering a playground but not sure where to start?

Eat Drink Design Awards 2014 – showcasing the best design innovations in the hospitality sector

ALFRESCO SPACES The great outdoors 58

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. © 2015 Executive Media Pty Ltd. All rights reserved. Reproduction in whole or part without written permission is strictly prohibited.

(Outdoor) room with a view

Intelligent heating solutions with energy efficiency

FOOD EQUIPMENT Popular bar snacks without the kitchen

Is it time for an oil change?

Making the impossible possible

Ludlow Bar and Dining Room: serving up a treat

Australia’s best hams named 74

BEVERAGES The classics 77

EDUCATION AND TRAINING The importance of legal training in clubs and pubs

CLUBSCLUBS AND PUBS AND MANAGER PUBS MANAGER SUMMER AUTUMN 2013–2014 2015 • 1

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NEWS

STREAMLINE YOUR GAMING

with fast, secure, reliable TITO cash redemption solutions

ash float security is crucial to keeping your staff, patrons and business safe. Most venues have taken steps to reduce their cash exposure, and devices such as ATMs and under-counter safes have helped achieve this. The growing trend towards ticket-in, ticket-out (TITO) and card-based gaming means that cash redemption terminals (CRTs) will hold more cash – highlighting issues of security and insurance.

Banktech will be showcasing QuickPay® and AutoPay® at the 2015 Australasian Hospitality and Gaming (AHG) Expo in Brisbane from 24–25 March, so if you are thinking about transitioning to TITO technology for your gaming operations, or need a cash redemption system to enhance your existing infrastructure, visit Banktech at stand 48–49 to ensure that you consider the CRT solution that provides the best value to your business. Many CRTs on the market today only have businesshours safes, which is a cause for concern (cash-intransit companies will not insure cash in a businesshours safe). It is important to invest in a CRT that offers the best possible security for your venue now and into the future. QuickPay not only provides a familiar self-serve option to your gaming patrons – it also ensures that your cash float is locked in its secure CEN-L safe. ®

QuickPay® features an intuitive touch-screen interface that patrons will find easy to use, and gives you the option to brand the terminal to suit your venue. QuickPay® provides a range of transactions, including ticket redemption, note breaking, loyalty card management, plus gaming ticket and top-up card purchase and management – leaving your staff free to serve other customers more effectively and efficiently.

Gaming restrictions in some jurisdictions mean that the customer will be required to complete some transactions via the cashier. Banktech’s AutoPay® cashier-assist terminal is designed to streamline the gaming payout process (tickets, card or line-of-sight). It fits under most counters in the cashier’s booth, protects staff, and secures your gaming float by ensuring that cash can only be accessed by staff when a valid gaming ticket is scanned and authorised. Both QuickPay® and AutoPay® feature a secure, level onerated safe (or higher), which makes them more secure and may result in a lower insurance premium. Banktech understands that service and support is so important when making an investment in technology. Banktech owns and operates the CashConnect ATM Network, and has built its reputation on delivering the most responsive service in the industry – seven days a week. QuickPay® and AutoPay® will have the same high level of commitment and service, so you can be assured of the equipment quality and ongoing support. C&PM

Contact your Banktech sales manager direct or call Banktech on 1800 080 910 and ask about their flexible payment options to get you started.

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Streamline your gaming

Gold Coast Convention and Exhibition Centre, March 24-25

Introducing QuickPay®, the all-new cash redemption terminal (CRT) designed to improve customer service, reduce costs and extend the benefits of ticket-in-ticket-out (TITO) or card-based gaming systems • Familiar and easy to use. Built on the same platform as our proven ATM network with intuitive touchscreen operation. • Uncompromised reliability and quality. Combines the best ATM and gaming technology available today to ensure the highest levels of reliability. • Protects your investment. Flexible software designed to meet future gaming industry changes. • Responsive 24/7 Monitoring. Advanced device diagnostics ensure QuickPay servicing and replenishment is fast and up-time is maximized. • Safe and secure. Notes are held in a secure (CEN-L) safe that allows for cash-in-transit (CIT) servicing (e.g. Armaguard, Prosegur etc).

• Multi-purpose functionality. Card, ticket or cash redemption services from a single terminal. • Experienced and trusted support and service. Banktech is trusted by Australia’s largest venues and has a proven track record of service excellence. • Multi-level access for added security. Coins and gaming tickets are held separately to notes, allowing different levels of access by staff during trading hours.

Ask about our customised venue branding options!

Flexible payment options available

FR5788/01/15/PCM

Get more from your gaming operations. Call Banktech on 1800 08 09 10 TRUSTED PAYMENT SOLUTIONS www.banktech.com.au

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NEWS

IS YOUR LIQUOR SIGNAGE

up to date?

Legislation that doubles the penalty for offences concerning the supply of liquor to minors came into effect on 15 October 2014.

he Victorian Commission for Gambling and Liquor Regulation (VCGLR) has updated the relevant liquor signage to reflect the change to legislation.

LIQUOR LICENSING LAW

Liquor Control Reform Act 1998

Intoxicated? Drunk? Disorderly? It is against the law: • for a licensee to supply liquor to an intoxicated person

Penalty exceeds $17,000

• for a licensee to allow a drunk or disorderly person on the premises

Penalty exceeds $17,000

• for a drunk, violent or quarrelsome person to refuse a request to leave a licensed premises

Penalty exceeds $7,000

LIQUOR LICENSING LAW

Under 18? No supply* It is against the law: • for a licensee to supply liquor to under 18s

Penalty exceeds $17,000

• for any person to supply liquor to under 18s

Penalty exceeds $17,000

• for under 18s to purchase, receive, possess or consume liquor

Penalty exceeds $700

* Exceptions apply

Staff have the right to request ID We accept the following ID:

Australian driver licence

Victorian learner permit

Proof of age card

Keypass card

Australian or foreign passport

www.vcglr.vic.gov.au

www.vcglr.vic.gov.au VCGLR0022014V1

Liquor Control Reform Act 1998

VCGLR0042014V1

WHAT DOES THIS MEAN FOR LIQUOR LICENSEES?

WHAT ARE THE PRINTING

Under the Liquor Control Reform Act 1998 (the Act), licensees and permittees are required to display signage ‘that the Commission requires’. Up-to-date signage is required by the Commission, so all liquor licensees must replace old liquor signage with new versions.

REQUIREMENTS? • Posters must be printed in the original form as downloaded from the VCGLR website. No modification to the form or content of the posters is permitted.

WHAT SIGNS HAVE CHANGED?

• Posters must be printed in colour on A4 (210-millimetre by 297-millimetre) paper.

The following posters have been updated to reflect the doubling of fines applicable for various offences relating to the supply of liquor to minors.

• Posters must be printed at a sufficient quality to ensure that the key number at the bottom left is clearly legible by VCGLR inspectors.

• ‘Under 18? No supply’ • ‘Under 18? Can you enter?’

• Posters must be displayed so that the information contained in them is clearly visible to the public.

• ‘Do not attempt to buy liquor for under 18s’

HOW DO I KNOW IF I HAVE THE

• ‘Under 18? No supply’ (party bus)

CORRECT VERSION OF A SIGN?

HOW DO LIQUOR LICENSEES REPLACE

Check the keycode (located in the bottom left-hand corner of the poster) against the keycode on the VCGLR website to ensure you are using the current version.

THEIR SIGNAGE? Required liquor signage is now available to download and print from the VCGLR website, www.vcglr.vic.gov.au (click on the green button ‘Information about liquor signage’ under ‘top tasks’, located in the top right-hand corner of the home page). Liquor licensees should adhere to the printing guidelines to ensure that they remain compliant with liquor laws. Please note that a licensee may be entitled to claim the cost of printing new signage as a tax deduction.

Licensees are encouraged to regularly check the website to ensure that they are displaying the most up-to-date posters and meeting their regulatory requirements. C&PM Please note: The VCGLR will no longer automatically mail posters to licensees and permittees, but will do so upon request. For more information, visit the VCGLR website, email contact@vcglr.vic.gov.au or phone 1300 782 457.

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NEWS

UNDERSTAND YOUR PATRONS AND get better value on your loyalty program

n general, loyalty programs aim to enhance the perceived value of a business, and are used as differentiators in highly competitive markets. Large corporates invest significantly in loyalty programs, yet many do not have the level of access to information that venues usually have about their patrons. Patron information, like what food they eat, what drink they prefer, what days they visit, which machines they play, what events they attend and which facilities they use. All this information is currently available to venues through various software applications; however, a key challenge is getting this information in a way that allows managers to better engage with their patrons, and get real value out of their loyalty programs. A well-run loyalty program can build community, increase visitation, and attract new patrons. This is where Micropower can help. With their mPower Integration Core, they are assisting venues to compile the data from their various software applications, and make sense of all the information. The mPower Analytics is providing managers with interactive reports and dashboards to understand

their patrons, and create smarter and more valuable loyalty programs. C&PM To learn more about how the mPower range can help your club, visit Micropower at stand 171 at the AHG or call 1800 443 654.

Understand yoUr patrons like never before Finally, a simple intuitive tool that puts the power of reporting and analysis in the hands of your staff, anytime and anyplace with browser access. With mPower you can drill down and across into your data, meaning complex associations between diverse items like visits, gaming, food and facilities can now be easily unlocked and understood. Drive more efficiency and revenues by discovering the unknowns and build trends on how patrons use just about any business operations your club may have. mPower gives you the unique ability to understand that data in a new way to create meaningful marketing campaigns and give your patrons something they really value.

Report Builder

What-if Analysis

Strategy Performance Scorecards Dashboards

14696 sindesign.com.au

Arrange a demonstration on 1800 443 654 or enquiries@micropower.com.au I micropower.com.au

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WHAT’S ON AT THE KENO AHG EXPO KENO AHG EXPO GCCEC, 10am-4pm 24 & 25 March. Entry is FREE

The inaugural Keno Australasian Hospitality & Gaming Expo 2015 launches an exciting national trade show designed to connect industry leaders from around the country for one not to be missed event. Covering all facets of the hospitality and gaming industries, the Keno AHG Expo 2015 will showcase over 160 exhibitors under the one roof, with many never seen before exhibitors. Showcasing everything from the latest in gaming products, entertainment, food and beverage, technology, construction, education, furniture, innovative design and more, there will be plenty to see and do at the Keno AHG Expo! Spanning two days, there will be plenty of opportunities for comraderie, conviviality and education, given the extensive ancillary events on offer. Be sure to visit www.ahgexpo.com for more information.

MARCH

CLUB PLUS SUPER AHG BREAKFAST Wednesday 25 March 8am-9.30am Cost: $55 or $500 for table of 10 Jupiters Hotel & Casino

Tuesday 24 March, 4-6pm. FREE GCCEC

Held within the exhibition floor, join the Expo team for the free Treasury Wine Estates AHG Cocktail Party, where the drinks will be flowing, the food will be tantalising and you can mingle with like-minded industry innovators and leaders. Comedian Tommy Deans will also join us to add some comic relief to round out Day 1 of the Keno AHG Expo. Simply register to attend the Keno AHG Expo and we’ll see you there.

25 MARCH

Join Victoria Cross medal recipient Mark Donaldson on Wednesday 25 March 2015 for a sumptuous, sit down breakfast and learn of his bravery and courage that saw him receive this prestigious honour. A rebellious teenager that engaged in petty crime and started to self destruct, Mark was confronted with his life choices or to make a change and enlist in the army. Now, an elite soldier in the SAS, Mark knows what it takes to lead an effective team and the importance of resilience in the planning and implementation phases of an operation.

www.ahgexpo.com

TREASURY WINE ESTATES AHG COCKTAIL PARTY

WEDNESDAY

To book, just add it to your Keno AHG Expo registration and learn first hand of Mark’s life journey from cantankerous teenager to elite solider.

RAWSUGA SOAP BOX LECTURES 24 & 25 March, 11am-3pm both days. FREE Networking Lounge, GCCEC Providing FREE education to visitors, the Keno AHG Expo is proud to present the Rawsuga Soap Box Lectures, where on the hour between 11am-3pm, visitors can hear from industry experts about tangible ways to grow their business and give their venue the competitive advantage it deserves. From customer loyalty and retention, beverage trends, innovative design, customer retention strategies, liquidation and more, there will be plenty of reasons to attend the Rawsuga Soap box lectures where succinct 25 minute presentations will be offered to a limited number of visitors. No bookings required. See the full speaker list at www.ahgexpo.com.

Booking made through Celebrity Speakers - www.celebrityspeakers.com.au.

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Your Your only only opportunity opportunity to to experience experience and and enjoy enjoy innovative innovative products products and and services services whilst whilst engaging engaging with with like like minded minded industry industry innovators innovators and and leaders. leaders.

GOLD GOLD COAST COAST

CONVENTION CONVENTION&&EXHIBITION EXHIBITIONCENTRE CENTRE

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NEWS

RE-ENERGISING BUSINESS IN AUSTRALIA? Prime Minister Tony Abbott is in talks to cut tax for small and medium-sized enterprises. What will this mean for your club or pub?

peaking at the National Press Club in mid-February, Prime Minister Tony Abbott confirmed that small and medium-sized businesses (SMEs) will receive a 1.5 per cent tax cut from the start of the 2015/16 financial year. This tax rate cut was proposed in September 2013 when the Coalition was victorious in the Federal Election. It was once again flagged early last year, when the 2014 Federal Budget was released. The targeted cut is designed to benefit SMEs and re-energise business in Australia, as well as create more jobs and better-paid workers across the nation. The Prime Minister has said that the 1.5 per cent tax cut will bring relief to small business, which is an important part of the sector.

Commerce and Industry (ACCI) as well as the Australian Industry Group (AIG), among others, saying that all businesses should pay the same rate of company tax, regardless of income. A two-tiered system, they say, will be a messy structure. Some tax experts have also criticised the plans, suggesting that few small businesses will ever actually see their tax bills reduced under the new policy because any savings will be fed back into wages and dividends. Furthermore, the tax cut only applies to small businesses that are structured as companies, while a large proportion of small business activity is conducted through trusts and partnerships. The federal government is remaining tight-lipped, and no further details have been released at the time Clubs and Pubs Manager went to print. C&PM

But Australia’s largest 3000 companies – those with annual taxable income of more than $5 million – are still expected to be charged a 1.5 per cent levy, originally designed to fund the now scrapped paid parental leave scheme, but which will now pay for a revamped childcare policy. The government has also said that the 1.5 per cent cut for SMEs is just the ‘starting point’, indicating that there are strong ambitions for other measures to bring more life into business and boost employment. The announcements have sparked debate about the wisdom of such a move, with the Australian Chamber of 8 • CLUBS AND PUBS MANAGER AUTUMN 2015

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NEWS

WRITING A

for your next hospitality management position BY KYLIE CHOWN

Clients will often come to me and say that their resume once worked effectively for them, but now they are not even able to get an interview. This is particularly common when a client is looking to step up to the next level in their career.

f you are in the hospitality industry and are writing a resume to step up to the next level, it is important to focus on the three ‘Rs’ – research, relevant and rich content. By focusing on these three areas, you can ensure that your resume will get you to the all-important interview.

IT IS IMPORTANT TO FOCUS ON THE THREE ‘RS’ – RESEARCH, RELEVANT AND RICH CONTENT. BY FOCUSING ON THESE THREE AREAS, YOU CAN ENSURE THAT YOUR RESUME WILL GET YOU TO THE ALL-IMPORTANT INTERVIEW

RESEARCH – KNOW THE HOSPITALITY JOB YOU WANT Hospitality management can be broad, so consider what area you are interested in. This can include business management, team leadership, operations management or

administration (OHS compliance and risk management). Connect with hospitality professionals who are currently in the role that you are interested in, and talk to them about how they got their position.

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NEWS

THINK ABOUT A CHALLENGING SITUATION, THE ACTIONS THAT YOU UNDERTOOK, AND THE RESULT. ACTION VERBS ARE ALSO GREAT TO USE HERE, AS THEY CAN HIGHLIGHT THE BEHAVIOURS THAT DROVE THE SUCCESSES By researching and clearly identifying the job that you want, you will be in a stronger position to target your application to meet the recruiters’ exact requirements. From here, you can identify keywords to use in your resume that will speak to the recruiter in the same language that they are using. This is also known as ‘match and mirror’. The introduction of keywords will also allow you to meet the needs of application tracking systems (ATS). ATS are software applications that enable the electronic handling of recruitment processes. If you haven’t included the correct keywords in your resume, the ATS can stop your application from progressing further. Make sure that you research the company that the position is with, and that you review the company’s values, missions and goals. Look at the culture of the team – by doing this, you can align your soft skills (these are your behavioural competencies) with the culture of the company. This will show that you fit in with the organisational culture and values.

RELEVANT – WRITE FOR THE JOB YOU WANT

Your resume must communicate the key value proposition clearly, quickly and succinctly. For example, it’s a bit like telling a recruiter how great you are at closing the restaurant when the role is focused on leading the morning shift team – you are just not meeting their needs clearly enough. By making sure that the content in your resume is directly relevant to the role that you are applying for, you mitigate the risk of your document being diluted with irrelevant space fillers.

RICH CONTENT – SHOW THAT YOU CAN DO THE JOB THAT YOU WANT Rich content is based on strong, outcome-focused statements. At this level, your competitors for the role that you are applying for will have a similar skills set or even direct experience in a similar role. You need to stand out with rich and meaningful content. An effective way to do this is ‘CAR’ – challenge, action and result. Think about a challenging situation, the actions that you undertook, and the result. Action verbs are also great to use here, as they can highlight the behaviours that drove the successes. As an example, instead of saying ‘I created new menus’, you can say something like, ‘I increased patronage and the repeat customer base (this is the result) by creating and implementing a seasonal menu using local produce (this is the action) in competitive market (this is the challenge)’. Also ensure that you use great formatting to make a lasting, first impression and stand out from the crowded market. Testimonials can also be useful here, especially when they are complementing the behavioural requirements of the role that is being applied for. I see a lot of clients strive to take the next step in their careers, and most have the skills, attributes and attitude required. By focusing on writing for the job that they want, they can seamlessly take the next step in their exciting careers. C&PM

‘Write for the job you want, not the job you have’, is key in this situation. Look at the work you have done in past hospitality roles, and draw alignment between this and your future goals. Whether you are a barista looking to apply for a café manager role, a chef looking at a head chef role, or a front office manager looking to move into a general manager’s role, the same applies – focus your resume on where you are looking to go moving forward.

Kylie Chown is a Certified Master Resume Writer (CMRW), LinkedIn Profile Writer and Consultant with over 10 years of experience. Her expertise lies in assisting executives to ignite their careers and elevate their online and offline presences. For more information, please see www.kyliechown.com.au

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NEWS

SAVE THE DATES FOR Australasian Gaming Expo 2015

uesday 11 to Thursday 13 August are the dates for the 2015 Australasian Gaming Expo at the Sydney Exhibition Centre @ Glebe Island.

Featuring more than 180 exhibitors across 15,600 square metres of exhibition space, the Australasian Gaming Expo is easily the biggest event of its type in Australia and one of the world’s biggest. All indications are that the exhibition will again be filled to capacity with a wide range of companies showcasing the world’s best gaming and related equipment and services. Last year’s Gaming Expo saw a number of changes resulting from the move to the temporary location at Glebe Island, all of which have been favourably received. Interstate visitors were particularly pleased with the free ferry travel from Darling Harbour to Glebe Island, affording them a spectacular Sydney Harbour cruise. Of course, there’s more to the Expo than a cruise, with one visitor summing up their Gaming Expo experience in the following words: ‘Always interesting not just to see new products but totally new ideas and ways of doing business... new areas of thought into how to trade’. In fact, our post-show research showed that 97 per cent of the visitors saw the Expo as an opportunity to see new products and technology. Event owner and operator, the Gaming Technologies Association, will again add to the fun by offering a surprise

trip for two to Las Vegas for visitors during each day of the Expo, one of which was won last year by Victoria’s own Danielle Burston from the Collingwood Football Club. Of course, the Gaming Technology Association’s members, whose exhibition stands would sit comfortably alongside the world’s best at any global event, will be in full force at the Australasian Gaming Expo. The Australasian Gaming Expo is the ‘must attend’ event. Note: The Australasian Gaming Expo is a trade exhibition, for management representatives of gaming industry organisations only, including government, regulatory, research and support bodies, clubs, hotels, casinos, resorts and similar hospitality industry venues. Trade suppliers are not eligible to attend the event unless exhibiting. The Gaming Technologies Association’s primary members are Ainsworth Game Technology, Aristocrat Technologies, Aruze Gaming Australia, Bally Australia, IGT (Australia), Konami Australia and WMS Gaming Australia. C&PM For further information contact: Ross Ferrar, CEO, Gaming Technologies Association +61 2 8216 0931 or rferrar@gamingta.com Gaming Technologies Association Limited ABN 70 060 130 770 Level 34, 50 Bridge Street Sydney NSW 2000 Australia Tel:+61 2 8216 0931 Fax: +61 2 8216 0701 Web: www.gamingta.com

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NEWS

POSITIVE

REINFORCEMENT – the ‘new’ and ‘improved’ method of reviewing In a world that is often dictated by technology, one innovative Australian has created a forum free from negativity. Clubs and Pubs Manager (C&PM) spoke with Paul Ryan (PR), Founder of Kudosto.com.au, about the importance of positive reinforcement, and how his newly launched website is changing the way people review. C&PM: The recently launched Kudosto.com.au is Australia’s only positive-only online review forum. Can you tell us a bit about this website? PR: Kudosto.com.au is Australia’s only positive-only online business directory where customers can go to recognise the quality service provided by a business and their staff. The website was launched on the basis that we wanted to showcase the businesses and staff members who actually do things well.

The genesis of the business was after a very positive experience at a restaurant, where one of the staff was just brilliant with their service. On leaving, I thought, ‘Wouldn’t it be good if there was a way in which the wider community could not only get to know about this business, but also the people within the business who made it such a positive experience?’ In Australia, there are 2.1 million business owners and 88 per cent of them have less than four employees. Most of these businesses have limited resources and marketing budgets, so Kudosto is a way in which their business can build a much bigger reputation and reach a much wider audience. The ability for staff to receive kudos within a business is quite exciting. Recognition is such a powerful tool for us all, and if an individual can see their efforts recognised by customers, then that is tremendous. So many staff, especially in the corporate world, consider themselves as just numbers; by receiving kudos, we hope that extra bit of recognition can carry itself up the line to their managers. The other interesting aspect of staff receiving kudos is that it gives us consumers a head start on who we should be asking for when we visit a business. For example, a couple of staff at a car dealership have received kudos. Most of us aren’t huge fans of visiting car dealerships, so knowing who to ask for, based on recommendations of others, is a great start to the shopping and buying process.

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NEWS

The staff member will want to live up to the expectations, as well.

If a business is not prepared to listen, then simply walk away. You would hope that they will get the message over time.

C&PM: How does your website work? How does your rating system work, and how are negative reviews prevented on your website?

Service is also so subjective. What is good for some may be average or poor for others. As I said, tarnishing a business on a survey based on one experience is a little unfair.

PR: It is quite easy in that a satisfied customer can create a Kudosto account, which is just their name, email address and password. On logging in, they can then rate the service as good, great or excellent, and provide a short commentary on why the experience was so positive.

The word ‘kudos’ is about praise and reward for effort. If a business is not receiving kudos, then the silence, in many ways, can tell you a story.

The reason that we want Kudosto to be a positive-only website is to showcase the business to which a customer has taken the time to offer their kudos. I don’t like the idea of a customer being able to tarnish the reputation of a business by posting negative reviews based on one experience. We all have bad days, sure, and we have all earned the right to complain. I just think that if a disgruntled customer took their issues directly to the business, then they would not only achieve a better outcome, but they would be giving the business a chance to improve.

Kudosto is also about ‘how can a business and/or staff member improve their service’, because a customer is not going to offer kudos unless they have had a really positive experience. If a customer looks to post a negative review, they still have to tick ‘good’ ‘great’ or ‘excellent’, so more often than not, this will be a deterrent to post negativity. If they continue to try to post a negative review, we politely email them confirming that the post will be deleted; however, we also confirm that their feedback has been sent directly to the business.

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NEWS

We then obviously send the feedback and the customers’ details to the business and hopefully they touch base to see if they can come to an acceptable outcome.

C&PM: If a customer has a bad experience at a venue, what is the best way to go about complaining and criticising their dining experience?

C&PM: Kudosto recently revealed the impact of negative online feedback on Australian businesses. Can you tell us a bit about these findings?

PR: Take the complaint to the business owner. If, at the time, the business is unable to assist, ask them for the number or email address of the business owner, and let them know that you would like to make contact in the next day or so.

PR: They are quite alarming. We completed a survey with more than 1200 responses, and the outcome showed that 15 per cent of customers would not visit a business if there was one negative review, even if it was surrounded by a sea of positivity.

If, after everything has settled down, you still want to make the complaint, then by all means make contact with them.

This is really unfair, especially to the businesses that have limited resources and marketing budgets to counter the negativity.

You might find that there was a plausible explanation for the unpleasant experience; you might find the business owner to be sympathetic to your problem and offer something in return.

So, one customer does have an impact. But what if that one review was delivered by a competitor? The other interesting aspect was that 25 per cent of customers said that they use the online forums for negativity due to anonymity and it being non-confrontational.

You also might find that the business owner doesn’t respond. That would be disappointing and you probably won’t visit them again.

We are looking to change this type of narrative with our positive-only approach. C&PM: The public nature of online review forums means that anyone – including competitors – can post a negative, and sometimes scathing, review. What is your view on online review sites such as TripAdvisor and Urbanspoon, which are garnering a reputation for not doing enough to crack down on these fake posts? PR: This is a really interesting question. Whenever you open the door to negativity, people will find a way to walk through it. Both those businesses you mentioned have done some great things; however, it is up to them to police such posts. Personally, I have significant empathy for the plight of the small business owner, so the negative avenue was one I was not prepared to go down.

The best example I can give is of the time I caught up with a couple of mates for dinner. This is a group of mates that I catch up with a couple of times a year. This particular time was a debacle – it was a Fawlty Towers episode, and from a restaurant that you wouldn’t expect this type of service from. As a group, we certainly let them know of our displeasure; however, the restaurant was packed, so nothing was going to be achieved that night. One of the guys took it upon himself to email the business the next day. To their credit, they not only responded in email, but also made a phone call. They promised to investigate, and within 48 hours, they responded again to apologise. The outcome was that we went back to the same restaurant for our next dinner, and let’s just say that the experience was far more positive. C&PM

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More than Morethan than More

2.5 billion

billion billion

transactions in just one year* transactionsininjust justone oneyear* year* transactions

Come and meet the team of the largest Come andmeet meet theteam team of the largest largest monitoring operator in theof world. Come and the the monitoringoperator operatorin inthe theworld. world. monitoring Australian Hospitality & Gaming Exhibition, stand #7 Australian Hospitality & Gaming Exhibition, stand #7 Australian Hospitality & Gaming Exhibition, stand #7

*Based on the number of metered monetary transactions on active gaming machines in Australia & the UK in one calendar year. *Based on the number of metered monetary transactions on active gaming machines in Australia & the UK in one calendar year. *Based on the number of metered monetary transactions on active gaming machines in Australia & the UK in one calendar year.

www.maxgaming.com.au www.maxgaming.com.au www.maxgaming.com.au 2123_CLUBS& PUBS_Autumn 15.indd 17 328138A_Maxgaming | 2123.indd 1

10/03/15 AM 6/02/15 11:08 3:15 PM

NEWS

BREAKTHROUGH IN FOOD SERVICE – FOOD SAFETY IS AT HAND According to the latest government statistics, the occurrence of food poisoning in Australia has grown by almost 80 per cent in 10 years, while the incidents associated with restaurants has doubled.

acterial food poisoning is responsible for the majority of food poisoning cases in Australia. Between 60 and 80 per cent of all cases come from commercial food premises, and poor hand hygiene is a major contributor. In Australia, it is estimated that there are: • 14,800 food poisoning cases per day • 5.4 million food poisoning cases per year • 14,700 food poisoning-related hospital admissions per year • 76 deaths from food poisoning per year • $3 billion per year in associated costs. (Source: Food Safety Information Council)

continued on page 20

18 • CLUBS AND PUBS MANAGER AUTUMN 2015

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YOUR PUB. YOUR CLUB. YOUR MUSIC.

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10/03/15 11:08 AM

NEWS

continued from page 18

According to Associate Professor Martyn Kirk from the Australia National University’s (ANU) National Centre for Epidemiology and Population Health, these outbreaks are preventable. ‘We’ve been seeing increasing numbers of outbreaks that have been investigated by health departments, so that is quite concerning because food safety and health departments have made a lot of effort in the past 15 years to try to improve the safety of the food supply.’ Kirk is concerned that food safety messages don’t seem to be getting through. Food handlers can cross-contaminate or directly transfer pathogens via their hands from food, utensils, surfaces, equipment, cloths and so on. Personal hygiene – and specifically hand cleanliness and hygiene – are the first lines of defence in reducing food bacterial contamination. One answer is an award-winning, locally made product. A new food safety system devised by the Deb Group has just won a national award for Food Safety and Innovation for its revolutionary OxyBAC™, a hand care solution that has been developed to help prevent bacterial food poisoning.

FOOD HANDLERS CAN CROSS-CONTAMINATE OR DIRECTLY TRANSFER PATHOGENS VIA THEIR HANDS FROM FOOD, UTENSILS, SURFACES, EQUIPMENT, CLOTHS AND SO ON. PERSONAL HYGIENE – AND SPECIFICALLY HAND CLEANLINESS AND HYGIENE – ARE THE FIRST LINES OF DEFENCE IN REDUCING FOOD BACTERIAL CONTAMINATION

Deb OxyBAC™ is a world breakthrough hand hygiene product specifically developed to address the particular bacterial prevention needs in food handling. Deb is the world’s leader in workplace and public facilities hand cleanliness, sanitisation and skincare. ‘OxyBAC™ is the safest, most effective antibacterial hand wash available for use where high levels of physical and bacterial contamination are encountered in catering, restaurants and food service,’ says Deb’s Australian Chief Executive Officer Steve Saboune. The potent combination of excellent physical cleansing properties and the unique leading technologies: Accelerated Hydrogen Peroxide® and Deb Foam Technology™

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NEWS

A NUMBER OF INFECTIOUS DISEASES, INCLUDING COLDS AND FLUS, CAN BE SPREAD FROM ONE STAFF MEMBER TO ANOTHER BY CONTAMINATED HANDS VIA EVERYTHING FROM DOOR HANDLES, PENS, PHONES AND BENCHTOPS TO SHAKING HANDS

A number of infectious diseases, including colds and flus, can be spread from one staff member to another by contaminated hands via everything from door handles, pens, phones and benchtops to shaking hands. Infection control in the workplace should aim to prevent ‘bugs’ from coming into contact with a person in the first place. Employers are obliged under the Occupational Health and Safety Act (2004) to provide a safe workplace for their employees, including the provision of adequate infection control procedures and the right equipment and training. Colds and flus impact on some 58 per cent of Australia’s workers, resulting in escalating losses in time, productivity and costly errors. The cost to business in Australia each year through absenteeism is estimated at more than $175 million. Deb has demonstrated worldwide experience with successful infection control in hand hygiene, which, according to Epidemiology Associate Professor at the University of New South Wales Dr Mary-Louise McLaws, ‘should be an institutional priority’.

effectively removes both visible contamination and invisible bacteria from hands. And, importantly in food service, it ensures unprecedented sanitary food handling – OxyBAC™ doesn’t taint food.

For over 70 years, Deb has been a global innovator in workplace and public facilities hand cleanliness, sanitisation and skincare. Its products have extensive world best practice safety, health and environmental approvals and accreditations.

OxyBAC™ antibacterial kills 99.999 per cent* of many common bacteria and does not induce bacterial resistance.

Three million working Australians use a Deb-manufactured product daily. C&PM

This innovative, non-toxic combination leaves no residual antibacterial agent on the skin, which is imperative in food handling. Instead, its environmentally friendly composition simply breaks down into oxygen and water.

*(Note:

As further protection, all Deb OxyBAC™ dispensers are protected by BioCote®, a silver-ion based antimicrobial agent that has long-term ability to inhibit any growth of bacteria and mould. While the recent award is an accolade that sees it recognised by experts in the industry, internationally, Deb’s OxyBAC™ is the first antibacterial soap to carry the HACCP International certification mark. It has been certified by HACCP International as being food-safe and appropriate for use in food facilities that operate a HACCP-based Food Safety Program.

99.999 per cent level is 100 times better than a product that is only 99.9 per cent effective).

COLDS AND FLUS IMPACT ON SOME 58 PER CENT OF AUSTRALIA’S WORKERS, RESULTING IN ESCALATING LOSSES IN TIME, PRODUCTIVITY AND COSTLY ERRORS

Hand cleanliness and hygiene is a critical protocol in all public areas of a hospitality venue, and not just the kitchen.

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GAMING

CATERING FOR ALL VENUES, no matter the size

axgaming monitors more than 2.5 billion transactions per year across over 4000 venues and 140,000 gaming machines in Australia and the United Kingdom. Maxgaming is the largest monitoring operator in the world, and has the responsibility of maintaining the integrity of gaming in multiple jurisdictions. Maxgaming can operate and integrate a wide range of systems to cater for varying jurisdictional requirements and protocols, using G2S, QCOM, BACTA, SAS, VLC and Xseries, as well as bespoke server-based solutions. But its range of services and solutions doesn’t stop there. With offices in Sydney, Melbourne, Brisbane and London, Maxgaming is Australia’s own premium supplier of innovation and technical expertise across venue and patron management. Maxgaming has a go-to market strategy that requires a global understanding of the various marketing drivers, advances in technology and industry/regulatory trends. It has recognised the differences in operating requirements and developed a protocol agnostic approach. With the vast majority of technical enhancements made in Australia, Maxgaming is also one of Australia’s leading tech innovators, with over 100 technology specialists driving change and system functionality across the Australian market place. A key element of the success of Maxgaming has come from the ongoing relationship it has with its client base. Account management teams, sales teams, customer service teams and help desk teams are all singularly focused on the provision of services that best fit the need and the budget of the market. Maxgaming provides both services and infrastructure at a level that can surpass even its own expectations. Some hardware still performs at the highest level many years after 22 • CLUBS AND PUBS MANAGER AUTUMN 2015

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installation, proving that high-end robust hardware and scalable technology is selected early. This results in lower repairs bills, maximising uptime and the positive impact that has for both patron and venue, but moreover reflects positively on the initial rollout of quality hardware of the Maxgaming platforms. Maxgaming also provides multiple cashless gaming solutions, including both TITO and MyCash, which currently facilitate approximately 131,396 card accounts with an average of 2,050,421 transactions taking place every day. Its cardbased solutions are not only limited to gaming – they also integrate with many point of sale (POS) suppliers, and MyCash accounts can be used to purchase food and beverages. Maxgaming provides cutting-edge technology, such as a colour touch screen player loyalty wedge, player kiosk, and virtual barrel draw technology, as well as player cash redemption terminals. Maxgaming offers full-service patron-management solutions, and manages a loyalty patron database of over 2.6 million patrons. There are more than 300 venues utilising Maxgaming player loyalty and more than 100 venues across the eastern seaboard using web-based marketing loyalty. Maxgaming offers a comprehensive reporting suite through Maxreports, delivering insightful benchmarking, performance and management data, based on many years of local experience. So, if you want to talk about how to get the best results for your venue, talk to Maxgaming at the Australian Hospitality & Gaming Exhibition (AHG) trade show. C&PM For more information, visit: www.maxgaming.com.au.

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GAMING

12 KEY TRENDS your venue can implement this year

BY TOM STREATER, DIRECTOR, DWS HOSPITALITY SPECIALISTS VICTORIA

As venues take a moment to recover from the year that was, now is the perfect time to take a tour of your premises and review what you’re doing well and how you can improve it for the year ahead, particularly with a focus on the main revenue driver for most clubs and pubs – gaming.

ith the evolution of technology, venues can quite often become tangled in the introduction of new systems and/or changes to the current practices for the wrong reasons. Many changes are often made to make life easier for us as operators; however, we tend to implement (sometimes without meaning to) roadblocks for customers, forcing them to manoeuvre though obstacles before they even reach your gaming room. Not until we literally walk outside the venue and walk the steps of the customer can we truly understand the impact. Take, for example, a new patron driving into the car park for dinner for the first time. First impressions are vitally important. Consider whether there is enough lighting to make them feel safe. Is there enough signage to lead them

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GAMING

into your venue? How well maintained are the gardens? The patron then walks into reception. How your front-ofhouse staff members respond to customers is crucial. For example, how well trained are they in customer service? Have they been instructed in the loyalty sign-up process? How easy is this process, and how long does it take to add a new member to your venue’s customer relationship management (CRM) system? Do you give them any information immediately about the loyalty program? I am sure you get the idea; however, each step is vitally important to ensure that the patron enjoys their visit, and is encouraged to return. With new technology now at our fingertips, whether it be pre-commitment, card-based loyalty in the gaming room, electronic sign-in registers or new point of sale (POS) systems, there is an ultimate need to ensure that this new technology not only benefits the venue, but improves the experience of the member. Technology is not the only facet of improved gaming operations in 2015. Take note of these key trends that will help your venue adapt and evolve ahead of your competition: 1. There will continue to be an increased focus on player development and host skills training, and discovering how to turn hosts from being glad-handing, compwriting ‘huggers’ to true business development sales professionals and ‘hunters’. 2. As the use of card-based loyalty continues to spread, more venues will begin to question its use and ultimate benefit, and redesign and refine their programs to be market-leading.

3. The evolution of online and/or social gaming will continue to grow. Venues will also be looking at ways in which they can prosper from this segment (or safeguard against it, eroding revenue from traditional land-based gaming). 4. Social media and online marketing will continue to dominate the majority of marketing budgets at the expense of more traditional marketing tools, such as mass media, brand and direct marketing. 5. Venues will become more focused on the entertainment aspect of operations throughout all venue components (gaming, beverage and food). 6. Database management and acquisition of multiple demographic groups will continue. Venues will seek to expand their target age demographics with less focus and reliance on a single age bracket. 7. There will be a continuing expansion of special services for VIP customers as venues strive to increase market share. 8. The trend of combining players’ club and cashier operations into one location will continue. 9. The availability and affordability of home entertainment systems will grow, making venues work harder to coax the prospective player from their own home. 10. More attention will be paid in marketing efforts to firsttime club members and lapsed members who have returned after a significant absence. 11. There will be an increased focus on improving customer service as more venues in hypercompetitive markets realise the untapped potential that elite customer service can provide when it comes to securing a competitive advantage and building loyalty. 12. A rationalisation of smaller venues will continue, allowing more established venues to become multisite operators. 2015 is set to be a great year for hospitality, so take the time to work out the kinks in your venue’s operations. Education is an ongoing process, so keeping informed of industry trends and taking steps to implement them in your venue will help you to adapt and grow. C&PM

DWS Hospitality Specialists are the industry leaders in hospitality research, planning, and operational and venue development. To find out how we can assist you, contact Tom Streater on 0439 940 007 or email tom@dws.net.au

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GAMING

SOLUTION-FOCUSED, TECHNOLOGY-DRIVEN

uzo Happ APA has been busy developing and enhancing its state-of-the-art Interactive digital signage and LCD retrofit product range.

Our Interactive range incudes the InteractivePro™ Table, Booth TV and Venue Managed Media (VMM) technologies, all of which bring the future of content and vision together. With multi-touch and ‘picture in picture’ functionality, our Interactive product range offers the customers a choice of pre-recorded and live video content with Interactive web content. Suzo Happ will be exhibiting the Booth TV at the upcoming AHG Expo 2015 on the Gold Coast as a sample of our comprehensive product range. Our revitalised portfolio focuses on refreshing the aesthetics and improving product longevity, with products like VisionPro™ LCD Retrofit Kit for EGMs and Jackpot Signage. We continue our research and development, with real-time feedback from our customers. Suzo Happ would like to take this opportunity to introduce Bruce Bevan to the team. He will be working closely

with our New South Wales and Queensland customers. Bruce has been in the industry for over 20 years and brings a wealth of experience. Bruce is looking forward to reconnecting with the pub and club markets. C&PM To find out more about our products and solutions, visit us at www.suzohapp.com.au. Email: info@suzohapp.com.au Or call Suzo Happ on: 1300 00 SUZO.

Projective Capacitive 10-Point Multi-Touch Digital TV • • • • •

24 and 27 Inch Monitors Multiple Channel Live Digital TV Web Browser 1-2-4 Screen User Video and Browser Combinations Can be integrated into other applications and POS systems

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERAUTUMN AUTUMN2015 2015••25 X

2123_CLUBS& PUBS_Autumn 15.indd 328048AE_Suzo SHG BTV AD.indd Happ 1 | 2123.indd 24 25

10/03/15 15:01:45 11:08 PM AM 20/01/2015 17/02/15 12:50

FINANCE

YOUR ATM – THERE IS ANOTHER WAY I

n response to feedback from the club industry around the inflexible and confusing contract terms from key ATM suppliers, Community First has come up with an ATM solution that firmly puts clubs and pubs in control of their ATM requirements. The ATMs will be branded as the MoolahATM network, and will be operated by Community First. Under the MoolahATM model, the venue will own the current state-of-the-art ATM outright (or be able to very competitively finance it if required), allowing managers to set and change the direct-charge fee for withdrawals at their discretion, thus providing the venue with a greater opportunity to generate more revenue per ATM. The purchase of the ATM includes the cost of software, installation and a high-quality, branded network surround. Dependent upon transaction volumes, we estimate that the payback period on the ATM can be as short as three to four months! Most current ATM arrangements have the venue carrying the risk, needing to commit to minimum transaction volume hurdles and other such restrictive clauses. Our agreement is based on the new clubs template contract, so venues will enjoy much more freedom under Moolah than they have previously experienced. We offer the best-in-class NCR ATM, uniquely branded with the option of a lobby or through-the-wall model. Additionally, Community First can provide higher-interest earning cash management and operational services based upon specific requirements. Put plainly, there is now a simple and very competitively priced option. Partnering with Community First will result in a mutually beneficial model, not one driven solely by provider profitability. A key example of this philosophy is that there will be no minimum transaction volume requirement, so venues will not face any penalty for the low transaction performance of any ATM. Additionally, there is the flexibility to change the directcharge amount at any point during the contract. Community First, as a customer-owned banking institution, has owned and managed its own fleet of ATMs since the early 1980s, and is currently part of the rediATM network – one of Australia’s largest ATM networks, with over 3000 ATMs. We believe that all clubs and pubs will now have a very competitive option. For the first time, clubs and pubs managers will have control over their ATMs and more flexibility in their venue’s operation! C&PM

If your ATM contract is up for renewal, or if you would like to discuss your ATM options with Community First, please contact: Michael O’Reilly Head of Marketing 0438 217 204 mdoreill@communityfirst.com.au.

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2123_CLUBS& PUBS_Autumn 15.indd 24 26 328043E_Community First | 2123.indd

10/03/15 10:32 11:08 AM 20/02/15

Gain control over your

ATM Community First Credit Union an existing Silver Sponsor of ClubsNSW is launching its own branded ATM solution just for clubs. MoolahATM puts your club in control of its ATM. Why choose Moolah ATM... • Flexible and simple contract terms based upon the ClubsNSW template contract • Ability to set your own direct charge fee for withdrawals and balance enquiries • Option of best in class NCR lobby or through the wall ATMs • No minimum transaction volume penalties

For more information visit

moolahatm.com.au

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FINANCE

MAKING SUPER SIMPLE As an employer, navigating the world of your employeesâ&#x20AC;&#x2122; superannuation can be a complex and confusing task.

nowing how much to pay, when and where is important, because if you get it wrong, additional fees, penalties and charges can apply. This guide, while not a substitute for legal advice, will outline general information on the basics of paying superannuation.

WHICH EMPLOYEES DO I NEED TO PAY SUPERANNUATION TO? Many hospitality workplaces employ a large number of casual staff, which can make it a little difficult to figure out whether or not you need to be paying superannuation. The general rule is that you must pay superannuation to an employee if they are 18 years of age or over, and earn $450 or more in a calendar month. This is the same regardless of whether the employee is casual, full-time or part-time; however, if you have employees under 18, then they must work at least 30 hours in order to be entitled to the Superannuation Guarantee (the SG is explained in detail later on in this article). Temporary residents are also entitled to the same contributions as permanent resident employees. If you employ staff as contractors, they may also need to be paid super depending on a number of factors related to their work, wages and role. If in doubt, contact the Australian Tax Office (ATO), or use its online employee/ contractor decision tool to help figure it out.

28 â&#x20AC;˘ CLUBS AND PUBS MANAGER AUTUMN 2015

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FINANCE

Quarter

Period

Payment cut-off date

1 July – 30 September

28 October

1 October – 31 December

28 January

1 January – 31 March

28 April

1 April – 30 June

28 July

pay easier, and you can print out a copy of the calculations for your records.

THE ATO’S ONLINE SUPERANNUATION GUARANTEE CONTRIBUTIONS CALCULATOR MAKES CALCULATING THE AMOUNT OF SG YOU NEED TO PAY EASIER, AND YOU CAN PRINT OUT A COPY OF THE CALCULATIONS FOR YOUR RECORDS HOW MUCH DO I NEED TO PAY? Up until 30 June 2014, the minimum rate you had to pay your employees – also known as the Superannuation Guarantee (SG) – was 9.5 per cent of their ordinary time earnings (OTE). The ATO has a handy checklist on its website that outlines whether or not a payment is included in OTE, but in general, it includes normal salary and wages, leave payments and bonuses. It does not include things like overtime payments or expense reimbursements. For casual employees, OTE includes any shift loading paid. Note that the 9.5 per cent rate was applied on the day that you pay your employees, not the period of time over which you pay them. This means that if you paid your employees on 1 July 2014, you had to pay the SG at 9.5 per cent, even if the salary period was prior to this date.

WHEN DO I NEED TO PAY SUPERANNUATION? Employers are required to pay SG contributions at least quarterly. The ATO sets cut-off dates for each quarter, which are outlined in the table above. Payments made after these dates will incur additional fees and charges. The government is currently considering making changes to the frequency of SG payments, to align payments with ordinary payroll dates. Many employers find that this is easier to do than making separate payments.

WHERE DO I PAY THE CONTRIBUTIONS? Your employees are free to nominate a superannuation fund of their choice, using the ‘choice of fund’ form supplied by the ATO. In order to receive contributions, it must be a complying superannuation fund or retirement savings account. The ATO keeps a register of complying funds, which you can access on its website www.superfundlookup.gov.au

YOUR EMPLOYEES ARE FREE TO NOMINATE A SUPERANNUATION FUND OF THEIR CHOICE, USING THE ‘CHOICE OF FUND’ FORM SUPPLIED BY THE ATO

The ATO’s online Superannuation Guarantee contributions calculator makes calculating the amount of SG you need to

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FINANCE

YOU MAY ALSO WANT TO CONSIDER USING A CLEARING HOUSE. THIS IS A SERVICE THAT ALLOWS YOU TO SEND ALL YOUR EMPLOYEES’ CONTRIBUTIONS AND DATA VIA A SINGLE TRANSACTION, WHICH ARE THEN DISTRIBUTED TO THE VARIOUS FUNDS If your employees do not choose a fund, or do not provide all of the required information on the choice form, then you will need to pay their contributions to your employer default fund, which you will list on the form. Last year, the ATO issued a new ‘choice of fund’ form, to help employers collect all the information that they need to make contributions. Make sure that you issue each of your employees with a copy of this form when they commence work, or if they decide to change to a different fund.

HOW DO I MAKE CONTRIBUTIONS? While you may have once used a paper trail and cheques to pay your super, under the SuperStream reforms implemented last year, all employees’ superannuation contributions and data entries must be made electronically. For some employers, this will require them to update their payroll software or processes, or potentially outsource to a clearing house or other service provider. For those already using a service provider to pay super, ask the provider if they will be able to meet the new arrangements on your behalf by the required date. If in doubt, ask your super fund. Under recently announced changes, medium to large business employers have until 1 July 2015 to make sure that they are compliant, and small business employers (with fewer than 19 employees) have until 1 July 2016. But the earlier you are ready, the sooner you will benefit from the smoother, more efficient transaction environment that SuperStream promises to deliver. You may also want to consider using a clearing house. This is a service that allows you to send all your employees’

contributions and data via a single transaction, which are then distributed to the various funds. You can also check with your super fund to see if they provide this service. Small businesses with 19 or fewer employees can also use the government’s Small Business Superannuation Clearing House.

DO I HAVE TO HAVE A DEFAULT SUPERANNUATION FUND? A default fund is where your employees’ contributions are directed if they don’t nominate a choice of fund. As of 1 July 2014, all default funds must be MySuper-authorised. If your employees are covered by an award, then you must nominate a default fund specified by the award. This is also the case for employees covered by Enterprise Agreements. If your employees are covered by neither, then you can nominate any MySuper-authorised fund as your default fund. Once you have selected your preferred default fund, contact the fund or visit its website to find out what you need to do before you can include it on the choice of fund form and make contributions.

WHERE CAN I FIND OUT MORE? A good first step is to contact your current provider if you have any questions. The ATO website also contains a wealth of information for employers to help make it easier for you to make sure you’re paying superannuation correctly. If your employees want to know more, then the www.superguru.com.au is your one-stop shop for detailed, easy-to-understand super information. C&PM

ONCE YOU HAVE SELECTED YOUR PREFERRED DEFAULT FUND, CONTACT THE FUND OR VISIT ITS WEBSITE TO FIND OUT WHAT YOU NEED TO DO BEFORE YOU CAN INCLUDE IT ON THE CHOICE OF FUND FORM AND MAKE CONTRIBUTIONS

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FINANCE

PROSPA REMOVING

ROADBLOCKS FOR SME LENDING

Grow your business with a Prospa loan

Prospa is a specialist small business lender providing fast, simple and flexible loans between $5,000 and $250,000 for any business purpose. Use the money for renovations, marketing, inventory, new equipment, expansion or working capital, it’s entirely your choice.

hen Joe, a restaurant owner in Port Douglas, wanted to expand his business, he found that the banks were unwilling to help. It didn’t matter that he had managed a successful establishment for over 13 years. Frustrated, Joe approached Prospa, a Sydney-based company that specialises in offering fast, flexible finance to small and medium-sized businesses – the exact organisations that are overlooked by the big banks. Prospa saw the benefit in Joe’s plans and gave him the funds to grow. ‘Prospa believed in us when no-one else did,’ says Joe. ‘The process was simple. The application took 10 minutes and was approved in 24 hours. We had the funds within three days.’ Whether it’s capital for renovations, opening new sites, purchasing inventory, or covering operational expenses, Prospa is ready and willing to offer finance. Prospa uses different information to assess the value of a loan request, so it’s simpler to apply for and easier to get approved. In fact, Prospa can provide funding in as little as two business days, which is required for the business to continue to operate smoothly. And it’s something that the big banks, with their time-consuming applications and arduous approval processes, can’t do. C&PM

Why use us for your next business loan? > No application fees > Minimal documentation > 24 hour approval* > Funds within 3 days* > No security required > Cash-flow friendly > Flexible terms and repayment options > Easy renewal, ongoing access to funds

Call now 1300 882 867 to apply Email info@prospaadvance.com.au Visit prospaadvance.com.au

*Subject to credit approval. Terms and conditions apply, contact us for details.

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POINT OF SALE

GAMING loyalty solutions and POS integration I

f you are currently using a gaming loyalty solution, it may be time to consider the advantages of integrating your point of sale to that solution.

H&L Australia’s point of sale (POS) features high-level integration with all market-leading player loyalty systems across Australia. With POS integration, member activity can be tracked anywhere in your venue, not just the gaming room. One card can be used at any POS or gaming machine. You then have a system that is capable of full member tracking from gaming and POS activity. Integration of your gaming loyalty solution with the H&L POS gives you a completely rounded online loyalty and marketing system that can include: • Rewarding your high-worth members with greater rates of discount on food and beverages throughout the venue – there is no limit to the number of discount tiers you may choose to put in place. • Multi-buys and package deals, which can be applied to specific rating grades only. • Gift cards: these are great for cash flow, and can be sold and charged up with any value at any POS terminal. Gift cards are also a great way of rewarding loyal customers, or they can be issued as prizes. • Loyalty cards: an easy way for customers to earn and redeem points at a single site, or at any outlet where the card is accepted. • Promotions or happy hours: pre-program promotions can be turned on by date range or time range. You can pre-allocate the time that a special starts, the time it is to switch off and the products it is to impact on.

At the end of that promotion, you will receive extensive reporting on what has sold and its profitability. • Offers: can be used to target market customers by spend, product, location and more, with communications via email or SMS. Tracking the take-up of the offer can be via virtual vouchers loaded on the loyalty card that are redeemed with the swipe of the card at a POS. • Multimedia marketing: you can deliver powerful messages on digital screens throughout the venue. These messages can be scheduled to appear at relevant times and at relevant locations. Venues that link their gaming loyalty solution with H&L’s POS open up a number of additional marketing opportunities for the venue, and let’s face it: every venue needs more customers! So, why not speak to H&L about POS integration with your gaming loyalty solution? Up to the end of June 2015, H&L is offering incredible incentives to switch your current POS to the H&L Sysnet POS. C&PM

It is certainly worth a call to discuss your requirements. Phone 1800 620 041 to find out more, or scan the QR code to visit our website. Burt Admiraal Director of Business Development and Marketing, H&L Australia M: 0418 550 005 E: burt@hlaustralia.com.au

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

UALIT Q

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

Sydney • Melbourne • Brisbane • Adelaide • Perth • Hobart • Launceston • Darwin 2123_CLUBS& PUBS_Autumn 15.indd 33

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POINT OF SALE

TRANSFORMING

the hospitality industry as we know it Electronic point of sale (EPOS) systems are the latest in integrated point of sale (POS) systems.

n today’s day and age, many venue managers are moving away from regular POS systems, and making the move towards EPOS systems in an attempt to streamline operations. EPOS systems are becoming more and more sophisticated, aiding those working in the club and pub sector to work more effectively and efficiently – without the hassle of pesky and sometimes archaic POS systems. Not only that, but these integrated systems also help to improve the efficiency and profitability of a club or pub.

WHAT IS EPOS? EPOS is essentially an automated POS system that can control, analyse and manage various parts of a business, such as cash handling, staff monitoring, stock and inventory, just to name a few. These systems help venue managers to process all products from delivery to the point of sale in the shortest amount of time, meaning that a record is kept of what is sold, and a venue’s product list is kept up to date.

These include the following: • lower margin for human error, resulting in financial accuracy • monitoring of staff activity, meaning that managers and owners are able to assess each staff member’s performance remotely, as well as to be able to hold members of staff accountable for their actions • up-to-date inventory list, leading to automated stock adjusting, which allows managers to easily identify which products need to be ordered, and where gaps exist in their stockpile • business reports and analyses, providing managers with access to useful information that can be used to influence marketing and other business campaigns, and that provides a useful assessment of a venue’s overall performance • speed and efficiency, providing the customer with a memorable and positive experience, and ensuring that there is not a long wait to pay. As with anything, an EPOS system also has its disadvantages, such as: • cost – the price of the EPOS system can be quite high

EPOS systems are a popular point of sale system within the hospitality industry, as these systems are beneficial for the industries where a large number of regular sales are prominent.

• maintenance – an EPOS system requires regular maintenance, including software and hardware updates, which could lead to downtime.

There are numerous benefits of introducing an EPOS system into your venue.

When looking to upgrade your venue’s POS system, it is important to keep in mind that different systems suit different needs. It is therefore important to ensure that you analyse all options available to you, and choose wisely when looking to upgrade your system. C&PM

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SECURITY

MANAGING bomb threats

The problem with a bomb threat is that it is not a fire. With a fire, the hazard is obvious and the response options are usually selfevident. Responding to a threat is a management problem.

ailing to evacuate when a hazard exists can result in death, while evacuating on the basis of an unrealistic threat will result in moving hundreds or even thousands of people in a way that they are not used to and the probability of at least three hours’ disruption to business. The first question is, ‘Why would someone announce that they have put a bomb on the premises?’ It may be that they don’t want to kill anyone, and only want to damage property; maybe they want their motive known, or maybe they have had a change of heart, but most probably there is no bomb, and they are only trying to cause disruption.

The next question for management is how to tell if a hazard may exist. A simple guide is to use the 5 Rs: Receive, Record, Report, Review and Respond. All staff members need to know what to do if they receive a threat. How do they Receive it, Record it and to whom do they Report? A threat can be verbal, written, sent via email, SMS or by any other means. It is worth making sure that all staff members know these fundamentals, as they are probably the same for other types of incidents. The hard part is the Review element, which leads to selecting the correct Response. The Review is the most important phase and relates to the question to be addressed, which is not: ‘Is the threat real?’ – it is a real threat in that the organisation has been threatened. The question that needs to be answered is: ‘Is it feasible for the person to have done what they claim?’ – a very different question and one that management should be able to answer. Most organisations have ‘Bomb Threat Checklists’, which have a lot of room for recording background noises, accents, slurring of words, and so on, all of which are

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SECURITY

important when assessing the threat, but with very little space for the actual words used – the most critical evidence for the Review. Accuracy in capturing the wording of the threat is essential; the exact words used must be recorded, including omissions, changes in thought, slang, technical terms, site-specific terminology or knowledge of the facility. How much time is there to assess the threat? You know how long it takes to evacuate all or part of the site (based on multiple evacuation drills every year). A safety margin should be provided to ensure that the last person is not leaving on the deadline (if one was provided). Therefore, you can calculate how long you have before a decision on whether or not to evacuate must be made. If no deadline is provided in the threat, or if you realise that you are already inside the time required to evacuate the site, then a quick decision must be made. The important thing to realise is that not every decision must be made on the spur of the moment. Who assesses the threat? Options range from one person to an Emergency Management Team, and may depend on your organisation’s structure and managerial responsibilities. The team approach brings more minds and information to the process, but one person must have the authority to make the final decision. If an urgent evaluation is required, this person must be able to make the call without consultation. This also raises the question of who can do this after hours. The essential point is that those responsible for threat assessment must have the skills, knowledge and managerial experience to know what the questions are, know what resources are available, and know what response options are available. One response option is to evacuate every time a threat is received, except for three considerations; every evacuation exposes the participants to a degree of risk as they are moved out of their normal locations into other areas through confined stairwells and possibly crossing roads; to evacuate every time will result in copy-cat incidents and increased threats; and there is also a possibility that the bomb could be outside the building. Evacuating every time will result in stakeholders and patrons questioning the capability of management to manage incidents, and of the organisation to provide uninterrupted delivery of services. Equally dangerous is the mindset that says, ‘We never evacuate, as they are always hoaxes’. Evaluating threats is a management problem. One procedure sighted, which is not recommended, authorised the person who received the threat to: record the information on the checklist, inform their supervisor and evacuate the building. In this case, the authority to

KEY POINTS All staff need to know how to Receive, Record and Report threats; and managers need to know how to Review the threat and determine if it is possible for the perpetrator to have done what they threatened, and to know what their Response options are: to evacuate or not and the costs of the decision.

evacuate the workplace has been delegated to the person receiving the call, whoever they may be. As the site is to be evacuated, why record the information, as it is obvious that no threat assessment is going to occur? When determining if it is possible for the person to have done what they claim, you can determine whether someone has been able to access an area mentioned in the threat. You can: review access control records; scan video surveillance tapes; interview staff; have staff members look for items that are out of place; and talk to co-tenants. For open, public areas, searches using trained staff and CCTV can be of great benefit in providing information. Basic housekeeping such as keeping areas tidy, not allowing a build-up of rubbish and keeping the public to public areas all assist in threat assessments. There is really only one decision to be made: Do we evacuate or not? Protection from bombs is through distance and by getting behind something solid. If there is any reason to believe that the person may have placed a bomb as they claim, then an evacuation of all or part of the site must be initiated. Emergency plans reflect AS3745, and most are based on the threat of fire. Some of the generic ‘insert client name here’-type plans do not adequately reflect the site, functions, populations, or image of the facility. Reviewing the current Emergency Plans will help in determining if they are actually of any use in relation to bomb threats. Threat assessment is a skill that can be taught and practiced. The question, ‘Is it feasible for the person to have done that what they claim?’ is one that can be answered by management with a degree of confidence using in-house resources. The principles of threat assessment are common for all organisations, but they need to be modified to reflect the specific site, function, threat, vulnerability, exposure and operating environment. C&PM For more information, contact Don Williams CPP RSecP at donwilliams@dswconsulting.com.au

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SECURITY

Put your cash movements IN THE HANDS OF PROFESSIONALS

‘W

hen I look back to where we were, I don’t know how we operated like that for so long,’ says Stuart Jamieson, Club Rivers CEO, regarding the cash operations of his business over a year ago, before partnering with Prosegur Australia. Stuart was invited to visit a club serviced by Prosegur and to have full access to see its cash operations. He was obviously impressed. From there, Prosegur worked with Stuart to tailor a cash management solution, including: • safe reconciliation and balancing • preparing of daily floats and tills

• clearance of gaming machines.

Other benefits Stuart highlights are the improvements in the club’s ongoing commitment to corporate governance, and the club’s money is now working for the club in real time, reducing the need for more cash to be held on the premises and lowering insurance premiums. ‘That’s just some of the many flow-on effects,’ Stuart adds.

‘Before Prosegur, by the time the provider picked up our money, [and] verified it, it was a week-long process. Now we are getting daily, same-day banking,’ Stuart explains.

‘It’s worth it to just improve our business efficiencies. Partnering with Prosegur for our cash management solution was the best decision we made.’ C&PM

• daily banking • ATMs • cash redemption terminals (CRT)

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ENTERTAINMENT

AWARD-WINNING SOUND SYSTEM FOR PUBS, CLUBS AND HOSPITALITY VENUES

LENA matrix by Bosch:

• Winner of 2014 iF Product Design, 2014 InAVation Technology, and Red Dot Design Awards • intelligent power management system reduces cost of ownership • affordable, high-performance sound for small to medium-sized venues • flexible user control: wall panels, iPad or iPhone apps. The PLENA matrix system is ideal for sound distribution in several separately controlled areas. Venues such as pubs, gyms, hotels, restaurants and bars can experience highquality audio using a system that has been designed to make background music, live performances, speech and paging easy to control and distribute.

per channel). When combined with quality loudspeakers, the system will produce high-performance audio in even the most demanding settings.

WINNER OF INTERNATIONAL PRODUCT

REDUCED CABLE RUNS AND

DESIGN AWARDS

INSTALLATION TIME

PLENA matrix has scooped up three international awards this year for product design and technology. The matrix and the amplifier units have won the 2014 iF Product Design Award; the Call Station has won the 2014 Red Dot Design Award; and the PLENA matrix system was awarded the EMEA InAVation Award for its excellent product quality.

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.

INTELLIGENT POWER MANAGEMENT

OPTIONS, INCLUDING IOS APP

SAVES COSTS

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.

The PLENA matrix system uses efficient power components and the standby mode in its amplifiers to cut down on electricity costs. In standby mode, the amplifier goes to sleep, and power consumption is reduced by 97 per cent or more. Standby mode can be activated manually or by using Bosch motion detectors connected to the amplifier. If no movement is detected, standby mode is activated after a user-specified time period. Any subsequent movement restores full power and sound instantaneously.

POWERFUL AND FLEXIBLE CONTROL

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. C&PM

HIGH-PERFORMANCE SOUND The PLENA matrix includes a full-featured 8x8 DSP Mixer/ Processor and a choice of two high-performance, fourchannel DSP Power Amplifiers (125 Watts and 220 Watts

More information: Bosch Communication Systems T: +61 2 9683 4752 | F: +61 2 9890 5928 | E: boschcomms@au.bosch.com

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PLENA matrix

Digital Sound System Clever features, silly prices.

smart

The PLENA matrix sound system is ideal for Australian pubs, clubs, bars, restaurants and hotels. PLENA matrix delivers highperformance sound distribution in up to 8 zones to enhance your venueâ&#x20AC;&#x2122;s value, as well as your patronsâ&#x20AC;&#x2122; experience. The system comes standard with intelligent audio control features that deliver quality sound from a range of inputs, including AV systems, CD/DVD players, mp3 devices, mixes from live bands, microphones, and the PLENA matrix Call Station. Additional intelligence comes with PC and wireless iOS (iPad, iPod, iPhone) control, and the clever Auto Standby feature, which with the aid of motion detectors can cut down power consumption by over 97% when zones are unoccupied. So, whether you require paging ability for the bistro, high-performance live or recorded music for the bar, speech distribution for live events, or any combination of the above, PLENA matrix is the perfect choice. Perfectly professional. Perfectly priced.

smart silly

Bosch Communications Systems T: +61 (2) 9683 4752 F: +61 (2) 9890 5928 E: plena.matrix@au.bosch.com boschcommunications.com.au/plenamatrix

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ENTERTAINMENT

MAKING THE CASE for a vibrant Australian live music scene

BY CHRIS BOWEN, MUSIC AUSTRALIA CHIEF EXECUTIVE OFFICER AND SENIOR WRITER JASMINE CRITTENDEN AUSTRALIANS LOVE LIVE MUSIC

ustralians love music and attending live music gigs. A 2011 Ernst & Young study for APRA/AMCOS found that 41 million people attended venue-based live music over the 12 months to 2010. And our love of our own music is growing. The 2014 ARIA charts show that 36 of the year’s top 100 albums were by Australian artists, nine more than the previous two years. While these figures, our burgeoning talent, and legions of fans are impressive, success in the live music sector is not assured. The challenges and pressures are many, requiring advocacy and action. Music Australia supports a network working across the country to advocate and act so that Australians can continue to love great live music.

LIVE MUSIC CAN DELIVER SOLID BENEFITS There are sound economic reasons for backing live music, which generates over $1.2 billion per year according to the Ernst & Young study, and the industry provides over 14,000

jobs. In Austin, Texas, which bills itself as the live music capital of the world, the industry generates $1.6 billion per year – in one city! A 2013 Austin White Paper also identified live music as a powerful tourism contributor, with a survey finding three-quarters of people quoting live music as a key city attractor.

KEY CHALLENGES Over the past 20 years, Australian live music has faced a series of challenges, including costly and complex licensing, inner city development, anti-noise neighbours, changing venue environments, shifting demographics and a lack of willingness on the part of audiences to pay. National arts body the Australia Council’s recent study into arts participation showed a two per cent drop in attendance at live music over four years to 2013, from 41 to 39 per cent. The current scene varies from area to area. Cities such as Brisbane and Melbourne are doing relatively well, in contrast with places like Sydney, where the 2013 Live Music continued on page 42

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O IT F

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continued from page 40

Taskforce found that just six per cent of 2268 licensed premises had live music licences with APRA/AMCOS. Melbourne hasn’t suffered such a significant downturn: as the 2012 Victorian Live Music Census noted, a run-of-themill Saturday night saw 97,000 gig-goers attend live shows. Venues come and go, as always; however, there have been multiple closures in recent times. A 2014 Music Australia article charted 10 venues recently closed down in Sydney and Melbourne, while on the upside, six new spaces had opened up. Clearly this is very different to what former Saints guitarist Ed Kuepper, speaking to the Sydney Morning Herald, remembers in the 1980s: ‘I lived in Kings Cross and Darlinghurst, and there were 20 music venues in walking distance’.

ADVOCACY AND ACTION ARE ESSENTIAL In the past decade, many cities have been working remarkably hard to turn this situation around. Efforts have manifested in two forms: reform to remove regulatory and policy barriers that hinder live music, and activities to encourage development of the live music sector. Reducing barriers involves removing obstacles, largely regulatory, that hamper live music in venues. These range from complex approval processes and onerous fire and other regulations, to restrictive noise limits and unrealistic fees and charges. Brisbane’s Fortitude Valley provides a terrific example of positive regulatory reform. In the early 2000s, the area, which had nurtured the likes of Powderfinger and Regurgitator, seemed to be turning into a music ghost town. But a series of 2004 reforms, which required developers to invest in soundproofing and amended venue sound limits, inspired its revival. Today, the Fortitude Valley

Entertainment Music Precinct attracts around 50,000 music-goers on an average Saturday night. In Sydney, liquor and licensing reforms in 2008 and 2009, particularly driven by John Wardle, now co-director of the Live Music Office, made it easier and more affordable for venues to sell alcohol and program live music. Recent initiatives, many spearheaded by the Live Music Office, include City of Sydney’s Live Music and Performance Action Plan, and Victoria’s agent of change principle – placing responsibility for soundproofing on those who move near an existing venue. On the sector development side, grants such as those introduced by the City of Yarra enable small venues to soundproof their venues and equip them for live performance, while arts bodies offer performance grants to ease the high costs of touring in Australia.

WE ARE SEEING RESULTS As a result of key policy changes, Sydney’s small-scale scene has changed, with music entrepreneurs taking advantage of their newfound freedom. Numerous cafés and small bars now host live music – regularly or occasionally. Simultaneously, there’s been a move towards multi-purpose venues offering gigs, along with a host of other cultural experiences – from temporary exhibitions to ten-pin bowling. More work, however, is needed to maximise viability, including continued advocacy, further roll-back of regulatory barriers, greater sector development and proactive work between industry groups, government agencies and enterprising operators with a passion for generating live music in their venues. C&PM All images courtesy of Victoria Tesoriero

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INTERIORS AND ARCHITECTURE

MULGRAVE COUNTRY CLUB T

he brief was for a visual freshness and edginess, with a slant to comfort and elegance.

The club was awarded ‘Club of the Year’ in 2012 and has been one of the strongest community clubs in Victoria for the last decade. The design reflects the strength of the club with strong contrasts, elegant materials, more space and more destinations. Additions include one of the only squash courts recently built in Victoria, with contemporary ‘stretched skin’ vibrant, slanted, geometrical façade. The Australian Championships were held there last year. Interiors are glamorous and versatile to accommodate the breadth of membership and attract wider use for events, while preserving a private space for members. New lounges, café and bistro are designed to have a number of uses at once. Prior to renovation, bowlers returning after play would swamp the area and displace non-bowlers.

Now, screened areas allow for general members to enjoy their club, while carpet bowls, small fashion shows, bowls lunches, talks and discussions take place in the open event areas. C&PM

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BREATH OF

fresh air

Nantucket Kitchen & Bar is the latest bright star to open in Indooroopilly Shopping Centre’s new dining precinct.

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antucket Kitchen & Bar is not your average dining destination; its interior style brings an eastcoast charm to Brisbane’s western suburbs, and gives the popular venue an edge over competing restaurants. ‘Our venue was inspired by the wonders of Cape Cod in America. We wanted to offer a contemporary dining experience to the local western suburbs of Brisbane, and bring a slice of the Hamptons to our local area, says Kim Peabody, Nantucket Kitchen & Bar’s owner. ‘While it is located on the outskirts of the shopping centre, it is a fully self-contained restaurant with its own bathrooms. We therefore get the best of both worlds in having access to thousands of car parks, as well as our own unique space.’ The design vision and philosophy of the project was quite simple: according to Kim, ‘When my husband, TJ, and I were planning the look and feel of Nantucket, we thought about the spaces that we enjoy spending time in. Our home has been decorated in the Cape Cod style, and we adore that, so we went for the same look in our restaurant. We wanted for people to feel at home in the venue, and find it to be an enjoyable setting’. And an enjoyable setting it is; the venue provides patrons with options to suit all their dining needs – from a chic cafébar, and a formal dining space, to a private area, known as the Montauk Room, which is completed by a modern

OUR HOME HAS BEEN DECORATED IN THE CAPE COD STYLE, AND WE ADORE THAT, SO WE WENT FOR THE SAME LOOK IN OUR RESTAURANT glassed-in terrace suitable for all weather conditions. While continuing the theme throughout various spaces within the one venue can often be a challenge, Nantucket has seamlessly created a flow-on effect from room to room, staying true to the New England interior theme. Walk over the restaurant’s threshold, and you’ll be exposed to rich, dark timber floors that complement the bright white walls and tabletops with a splash of apple green seating – the space is a burst of fresh air. From there, stepping into the glassed-in terrace will show you how the design elements and theme has seamlessly flowed on – the crisp white is continued, with the walls and floorboards providing a light contrast to the dark wooden tables, and the splash of green is continued, this time in the form of a green wall

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THE PRIVATE DINING ROOM IS GREAT FOR A NUMBER OF OCCASIONS, INCLUDING A GIRLS’ LUNCH, A FAMILY DINNER WITH THE IN-LAWS, AND CORPORATE BUSINESS MEETINGS protruding from one end of the space, as well as in the form of a feature wall boasting vibrant green palm wallpaper. It’s the little details that make Nantucket’s interior and design a success. ‘We have a number of dining areas, as well as special furniture and interior fittings. For example, we have a gorgeous custom-made family-style table in our main dining area. It was made specifically for the restaurant, and comfortably seats 8–10 people for special gatherings. Being Cape Cod-inspired, we also serve several seafood dishes; therefore, we themed the interiors accordingly here, too. We have a number of crab-net style light fittings, which add this character, and transport our customers straight to Nantucket Island. ‘We have our casual dining area out the front, our more formal dining area out the back, our eight comfortable bar seats, as well as our private dining rooms. The private dining room is great for a number of occasions, including a girls’ lunch, a family dinner with the in-laws, and corporate

business meetings. It is fully equipped for a number of uses, with its own TV, speakers and media access. All areas run on the same menu, and experience the same high standard of service and food, so the design theme flows through each space with ease. Each area has its own unique features – for example, if you’re in the main dining area, you are able to see the open-plan kitchen; however, they all reflect the Cape Cod look we were aiming to achieve. ‘Our fit-out was completed by the wonderful TU Projects, and we employed Oliveaux Interiors for the sourcing of fabrics and light fittings. Overall, the process with all parties involved was fabulous, and we were very fortunate to work with these like-minded organisations. It was fantastic to see our vision come to life and develop into the beautiful restaurant that exists today.’ According to Kim, the design and building process flowed as smoothly as the interior theme. ‘I was pleasantly surprised by how it all came together so seamlessly. continued on page 48

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continued from page 46

MY BIGGEST PIECE OF ADVICE WOULD BE TO LIGHTEN UP! HONESTLY, HAVING A LIGHT, CLEAN AND FRESH-LOOKING INTERIOR IS THE WAY TO GO THESE DAYS Indooroopilly Centre Management was great from the beginning, as well as our teams from TU Projects and Oliveaux Interiors. While it was hard work, I wouldn’t change a thing, as our restaurant turned out better than I could have imagined.’ When asked what her advice is to club and pub managers looking to revamp their space, Kim says: ‘My biggest piece of advice would be to lighten up! Honestly, having a light, clean and fresh-looking interior is the way to go these days. In my opinion, the lighter the better – it makes the venue look and feel more airy, and just has a better ambience.’ C&PM

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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.

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.

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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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.

INTERIORS AND ARCHITECTURE

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.

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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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STAND OUT

HOSPITALITY EXPERTISE

Architecture | Interior Design | Project Management 2123_CLUBS&Partnerships PUBS_Autumn 15.indd 1 51 328112A_C&I | 2123.indd

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INTERIORS AND ARCHITECTURE

SIX EASY WAYS to revamp your venue Easy-to-incorporate design trends that won’t break the budget, but will bring life to your space. FURNISHINGS In 2014, we saw a trend of mixing and matching furniture in restaurants, bars and other hospitality spaces. Mix and match is very on trend at the moment, and this includes the mixing of materials. Pairing natural wood with stark steel is a match made in interior heaven, and can bring some fresh air into a space that has become slightly deflated over the years. Another popular trend is the use of milk crates as seating. Milk crates provide a quirky and cheap option for furniture, and work especially well in outdoor areas. Not only are they weather resistant, but they are also light to move, making them easier for staff to lug in and out of storage when venues open and close. Another furniture trend that we’ve been seeing in venues across the nation is the use of ‘vintage’ furniture. From vintage table settings from the 1950s – including colourful vinyl chairs and laminex tables – to retro lamps and light fittings, these furnishing elements are an easy addition – that is, if you know where to look! Op shops and second-hand stores are great for smaller furnishing items; however, for the larger settings, sites such as gumtree. com.au are great resources for managers wanting to introduce a bit of the past into their present design.

COLOUR Introducing a pop of colour can revitalise a tired space without breaking the bank. Pastel tones were especially popular in 2014, as were vibrant and bright splashes of colour. Feature walls are a good way to introduce this colour, as are cushions and colourful dining ware (such as plates, napkins and glasses). continued on page 54 52 • CLUBS AND PUBS MANAGER AUTUMN 2015

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HOTEL URBAN – BRISBANE A rchitecturally designed, the Hotel Urban in Brisbane is a stunning blend of open spaces, designer style and modern comfort. Overlooking the Roma Street Parkland, Hotel Urban is surrounded by leafy parklands and Brisbane city skyline views.

Only a five-minute walk from the Queen Street Mall in the heart of Brisbane’s CBD, you are connected with Brisbane’s best attractions, including Queensland’s Cultural Precinct. In meeting with the high standards of a premier boutique hotel, Hotel Urban turned to ROXSET Health & Safety Flooring to help provide a HACCP OH&S non-slip coating solution in the main kitchen area to meet the most stringent demands of daily cleaning regimes, and to provide a durable, fast-flow surface for its busy chefs. ROXSET has worked in the food and beverage industry for over 25 years. As a

specialised turnkey manufacturer and installer of high-quality OH&S coatings, this solution is very much in demand with highend commercial kitchens in five-star hotels across Australia. ROXSET SE3, at six millimetres, was chosen to provide an impervious, non-slip finish over deteriorated and aged ceramic tiles. The superior, lasting quality of this coating will provide protection in excess of 10 years. ROXSET SE3 was installed over 200 square metres of tiles in the kitchen, with minimum downtime or disruption to the day-to-day service to the hotel guests. The Hotel Urban was delighted with the transformation of the kitchen floor, which is not only safe and hygienic, but gives the area a fresh and vibrant working area for staff. C&PM

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

Impervious non-slip impact with abrasion resistance

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HEALTH & SAFETY FLOORING

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continued from page 52

KNICK-KNACKS

STATEMENT PIECE

To bring a space to life, you need to give it character, and this can easily be achieved by introducing a few knickknacks around your space. These can include candles, vases, clocks, lamps, artwork, vinyl records and so on. Introducing artwork can be easy and cheap, as prints are a great choice for managers on a budget. Alternatively, if you have a poster or perhaps a calendar with some interesting images, just add a frame and put it up in the space.

One bold statement piece is often enough to bring a bit of spice to a tired space. These pieces can be as loud as you choose – for instance, at the State of Grace Restaurant in Melbourne, you’ll find a large giraffe’s head mounted on one of the restaurant’s walls, jutting out over diners. Not only is this a design point of difference, but it is also a talking point for diners, and is something to remember.

RECYCLING The use of old jars as glassware in hospitality venues is a growing trend, and this is one of the more popular ways to present drinks to patrons. To introduce a ‘quirky’ revamp to your club or pub, instead of throwing away old jars, give them a bit of a wash and a ‘sprucing’, and serve them to your diners the next time they order a cocktail, a juice, or even a water. This easy-to-introduce design element can come at no cost at all if you’re recycling your jars. Alternatively, you can purchase mason jars relatively cheaply, making this ‘new’ style of dining ware easy on the budget. Other ways to use recycled jars include the following: • For smaller jars, fill them with sugar and place on the tables of your café, restaurant or bar. • Placing a candle in a recycled jar is not only a good use of the glass, but will also set the mood.

Other statement pieces might include a geometric rug, with a pattern that seems to jump up from the floor; an interesting and unique light fixture that ties in with the theme of your venue; or even brightly coloured or patterned wallpaper.

PLANTS Including indoor plants not only brings life to a space, but it is also relatively cheap, and can improve the health of your employees. Studies have shown that indoor plants improve air quality as well as the concentration of employees; can reduce the number of sick days that staff members take; and can even improve the overall mood of those within the space. Aesthetically, potted leafy plants provide a burst of green in what can sometimes be a drab space, while the pots themselves can be design elements. Plants can be potted in traditional terracotta pots, or can be placed in industrial steel buckets – there are numerous potting options that are sure to suit your venue’s specific theme. C&PM

• Longer glass bottles, such as those that contain sparkling water, can be used as vases, bringing a sense of style and freshness to the space.

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CONSIDERING A PLAYGROUND BUT NOT SURE WHERE TO START?

t Goplay, we know there can be a lot of questions that need answering when you start to consider adding a playground to your venue. Making decisions ranging from location and size of equipment, to maintenance and safety concerns, can be daunting. The staff at Goplay Commercial Playgrounds can help! With over 30 years of experience in helping customers throughout Australia and the Pacific region invest in play, we can answer all of your questions and guide you through the process of creating a play area that works for your venue. We know that every venue is different, and that the best returns come from playground equipment designed specifically to cater to each venue’s specific needs. Not only does Goplay have a team of specialised designers, but each and every one of our sales consultants have design capabilities – 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 we won’t presume

to know more about your venue than you do. We do, 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 and quotation service, call 03 9308 1800 or visit www.goplay.net.au.

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EAT DRINK DESIGN AWARDS 2014 Showcasing the best design innovation in the hospitality sector The Eat Drink Design Awards 2014 were once again a success, with many new – and old – venues across Australia and New Zealand being recognised for their design innovation.

he annual event, held in November, celebrates excellence in design specifically within the hospitality sector – the only awards ceremony with this focus.

From high-end, fine dining restaurants, to pop-up bars, and clubs and pubs, projects of all sizes and scales are judged by experts, and those victorious take home the prestigious title, as well as the knowledge that their venue’s interior and architecture is the best in the nation. There is also $1500 awarded to each category winner to sweeten the deal.

• Best Retail Design – supermarkets, food stores, and other food-related retail outlets are judged for their interior design • Best Visual Identity Design – this title is awarded to the venue that has successfully translated their identity into a visual expression and collateral. This includes logos, websites, menus, beverage lists, signs, staff uniforms and other visual materials. In addition to these six award categories, there is also a ‘Hall of Fame’ accolade presented at each ceremony that celebrates the enduring innovation and design excellence of venues with over 20 years of operation.

AND THE WINNERS ARE… The 2014 Eat Drink Design Awards competition was tight, with the following impressive spaces coming out on top.

The awards comprise six categories:

• Best Bar Design: Clever Little Tailor, Adelaide, South Australia. Designed by Xtra Shiny

• Best Bar Design – this award recognises the innovation and achievement in bar, nightclub and cocktail lounge design

• Best Restaurant Design: Rockpool Est. 1989, Sydney, New South Wales. Designed by Grant Cheyne Design

• Best Restaurant Design – this award is presented to the venue that has the best restaurant design • Best Café Design – café, tea house and coffee shops are judged for their design, and the best is awarded the title • Best Temporary Design – this award recognises the innovation and design distinction of pop-up bars and restaurants, marquees, promotional installations, VIP lounges, food trucks, market stalls, and other temporary spaces that are excellently designed

• Best Café Design: A. Baker, Canberra, Australian Capital Territory. Designed by DesignOffice • Best Temporary Design: coffee PEDDLR, Brunswick, Victoria. Designed by Ruined City Pty Ltd • Best Retail Design: The Standard Market Company, Gassworks Newstead, Newstead, Queensland. Designed by Richards & Spence • Best Visual Identity Design: Seafarers/Ostro, Auckalnd, New Zealand. Designed by Inhouse. C&PM

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INSPIRE DESIGN DELIVER

COOLIBAH HOTEL , MERRYLANDS 2012 WINNER BEST NEW/REDEVELOPED HOTEL (CITY) AHA NSW AWARDS FOR EXCELLENCE

T 02 8920 1499 | E info@bergstromarchitects.com.au | www.bergstromarchitects.com.au

THE MILL, MILPERRA 2010 WINNER

BEST NEW/REDEVELOPED HOTEL (CITY) AHA AWARDS FOR EXCELLENCE

ARCHITECTURE INTERIOR DESIGN NOMINATED ARCHITECT: THOMAS BERGSTROM REG NO. 7052(NSW)

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ALFRESCO SPACES

THE GREAT outdoors

he desire for patrons to be outdoors is something that Bergstrom Architects would not call a trend. Rather, it’s a cultural shift. So significant is the movement to do more and more in the great outdoors that it is something that any venue simply cannot ignore. Ten to 15 years ago, outdoor areas in pubs and clubs were little more than an afterthought. Today, outdoor entertainment areas are as significant as indoor areas. It is about connecting with the outdoors. Even indoor areas benefit from being connected to a well-designed outdoor area. At Bergstrom Architects, experience has shown that well-designed outdoor entertainment areas can add significantly to the bottom line of any venue. The team at Bergstrom spends as much time developing the look and feel of outdoor areas in the venues that they design, as they do with the interior spaces. For an outdoor area to be successful, there are three elements that are considered in their designs: indoor–outdoor connection, climate and entertainment.

INDOOR–OUTDOOR CONNECTION As a rule, good outdoor areas will have a strong connection to an indoor entertainment area. If an outdoor area is isolated from the indoors, it will probably not appeal to patrons, and may be difficult to service. Having a strong

connection between the indoor and outdoor areas will allow patrons to move freely between the two. This will increase the use of the outdoor areas, and will help service the outdoors with food and drinks, increasing sales.

CLIMATE The catch 22 for pubs and clubs is that while patrons want to be outdoors enjoying the ‘natural’ environment, they still want their creature comforts! Adding ceiling fans and gas heaters will help; however, the reality is that if the space is not designed well, no amount of gas heating will help it. Bergstrom Architects often takes into consideration the orientation and prevailing winds when planning an outdoor area. In one extreme case, the team organised to have a design tested in a wind tunnel in order to see how it would perform against the local climate.

ENTERTAINMENT What’s on offer outside? Bergstrom Architects has designed several outdoor areas where the drawcard is a big-screen television in the main courtyard. This becomes a focal point for the space. Often, it can be positioned so that it’s visible from the indoors as well. Having quality entertainment on offer will add to the ambiance of any outdoor space. It will also help to extend the indoors to the outdoors and add a new dimension to the area. C&PM

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ALFRESCO SPACES

(OUTDOOR) ROOM WITH A VIEW BY GIULIA HEPPELL

A new contender is bringing life to Melbourne’s South Wharf precinct – and it’s creating waves.

he award-winning The Boatbuilders Yard café and bar has been the talk of the town in recent times. Bringing life to the underutilised maritime precinct on the Yarra River, the design and development of this project saw both venue owner and architects create a space that perfectly complements the industrial area, enticing both locals and visitors to the city to stop by and enjoy the view.

The versatile, open-plan venue is split between indoor and outdoor, and easily transitions from one to the other as the interior’s theme flows through without a hitch. The use of steel and glass throughout the merged space is a nod to its maritime location, and these elements are the perfect complement to the reclaimed timber floors and nautical flags adorning the bar.

According to Rebecca Woods, the venue’s marketing manager, The Boatbuilders Yard brings relaxed and informal European-style eating and drinking to Melbourne.

According to Rebecca, what sets The Boatbuilders Yard apart from its competitors is easily the view. ‘You can escape from the hustle and bustle of vibrant Melbourne, and enjoy the spectacular views of the city from the expansive outdoor space.’

As the venue’s name hints, The Boatbuilders Yard has stuck to its roots, allowing its location to inspire the interior – and exterior. Once known as Shed 4, the venue has drawn influence from the history of its surroundings, retaining the feel of the original building, and moulding it into an industrial, luxurious setting. ‘Designed by Six Degrees Architects, the venue retains the cultural heritage and charm of Melbourne’s famous maritime precinct, with a modern design twist on the original shed,’ says Rebecca.

When planning to put together an outside space that is perfect for a relaxing afternoon, there are a few things that venue managers and owners should keep in mind. Rebecca agrees, stating: ‘Our philosophy at The Boatbuilders Yard is to give our customer an experience or escape from the busy city; they are conveniently located near transport, yet find themselves in a relaxing oasis next to the Yarra.

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‘We always place ourselves in the customer’s shoes by thinking about how we would like to spend a sunny afternoon with friends,’ says Rebecca. ‘We provide a facility that offers an amazing array of beverage options, coupled with a fun South American/Mediterranean food offering to complement. We don’t like waiting for drinks at a bar, so our customers have ample bars to cater to their needs quickly and efficiently in a relaxed, casual environment.’ With summer having come to an end, and the cooler weather setting in, it is imperative that managers are able to adapt their outdoor spaces to be used year-round – and this is something that the team at The Boatbuilders Yard has definitely kept in mind.

and Exhibition Centre (MCEC) precinct. This process took up to two years, liaising with Heritage Victoria, Major Projects Victoria (state government) and the landlord, which is Heritage Group’. Rebecca imparts a few words of advice to those interested in renovating their space to include an alfresco area to suit all needs: ‘Make sure that the design can accommodate groups of people that feel comfortable in an outdoor setting... the challenge is that you have a large space and you need to design it to break it up to a combination of smaller spaces that people feel comfortable in.’ C&PM

‘Being an external venue in which we are very seasonal, we need to change our marketing style in the cooler months. The key is to give the people what they expect in winter – for instance, heating and branded rugs. In terms of an offering, we put in place a winter menu and change our bar offering slightly – for example, whiskys and mulled wine,’ says Rebecca. For those familiar with the area, you will know that the wind can be quite a pest – especially in the cooler months; however, the design of the venue and ingenuity of the architects have ensured that there are plenty of covered and sheltered seating options, as well as pods to protect patrons from the billowy breeze. As with any design process, there were issues to be tackled during the ambitious project. Rebecca explains, ‘Due to The Boatbuilders Yard being a heritage-listed shed, we worked closely with Heritage Victoria to make sure the design was in line with the existing shed. We were the last bit of the puzzle for the redevelopment of the Melbourne Convention

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ALFRESCO SPACES NEWS

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 gasfired 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

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FOOD SERVICES EQUIPMENT

POPULAR bar snacks without the kitchen F

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

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

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2015 marks the 20 year anniversary of Perfect Fry Company in Australia. We offer our customers the ability to cook fresh food anywhere, anytime with any staff member using it. • Small footprint • Benchtop unit • No hoods or canopies • Automated

Ph: 1800 265 771 www.perfectfry.com.au

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FOOD EQUIPMENT

IS IT TIME FOR an oil change? A guide to healthier oils for chefs, licensees and managers

eff Callaghan, current owner of Pedens Hotel in Cessnock, New South Wales, certainly thinks it’s time for an oil change. As a veteran working in the food business industry for the past 22 years, Callaghan freely admits that for a number of years, he used beef tallow for cooking and swapped to cottonseed oil some years ago, thinking he was ‘on the right track’. While this oil is much lower in saturated fat than beef tallow, it is also still above the 20 per cent saturated fat content recommended by the Heart Foundation.

A chance encounter with the local Environmental Health Officer from Cessnock City Council soon changed that. On a routine health inspection, Callaghan heard about an initiative that the Heart Foundation is running with 17 councils across New South Wales and thought that he would find out more. As a consequence, he recently swapped to a high-oleic canola oil in his bistro and couldn’t be happier. More than 1500 meals per week are served in the bistro at Pedens Hotel. Approximately 70 per cent of the meals are fried or served with chips.

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THE HUNTER VALLEY REGION (EXCLUDING NEWCASTLE, BUT INCLUDING CESSNOCK) IS RANKED FIFTH OUT OF 88 REGIONS NATIONALLY IN TERMS OF CARDIOVASCULAR DISEASE PREVALENCE, WITH AROUND 30 PER CENT OF THE POPULATION (OVER THE AGE OF 18) EXPERIENCING CARDIOVASCULAR DISEASE Callaghan was initially sceptical and concerned about the cost of a healthier oil; however, he is very satisfied with the performance of the new oil and believes that there has been no difference to his bottom line since making the change. Callaghan currently pays under $40 per drum for a higholeic canola oil, and this has come down from over $40 per drum in recent months. Callaghan reports that his usual supplier suggests that 20 per cent of sales are higholeic canola and this is ‘trending up’ in the Hunter Valley. Callaghan suggests that it is merely perception that the cost of a healthier oil is higher – he believes that there is no cost difference at the end of the day. He encourages food businesses to discuss options with their food service representatives about what healthier oils are available. They may be able to offer a healthier oil for the same or cheaper price. Callaghan is aware of the high rates of heart disease in the local community. The Hunter Valley region (excluding Newcastle, but including Cessnock) is ranked fifth out of 88 regions nationally in terms of cardiovascular disease prevalence, with around 30 per cent of the population (over the age of 18) experiencing cardiovascular disease.

• Saturated fat – a type of fat found mainly in animal products and some plant sources (palm and coconut oil). This means that saturated fat is found in many takeaway foods, commercial cakes, pastries and fried foods because of their ingredients and/or the type of oil used to cook them. • Trans fat – a type of fat that is found naturally in small amounts in meat and some dairy products; however, it is in larger quantities in foods made using processed (partially hydrogenated) vegetable oils including shortenings as well as baked goods • Mono/polyunsaturated fat – unsaturated fat that reduces your risk of heart disease if replacing saturated fat. Foods higher in mono and polyunsaturated fat include canola, olive, sunflower, soybean and safflower oils, and margarines.

‘It’s a terrible statistic that we have, and this is one way we can help to prevent heart disease in our local community. It is a disease that touches almost every family that we know.’ Callaghan has not received any comments from customers about any change to the taste or presentation of the food since swapping to a healthier oil. The experience of the healthier oil in the kitchen at Peden’s is very similar to his regular oil. Jeff says, ‘We cook at the same temperature and we still filter on the same cycles’. Callaghan, however, concedes that liquid oils like canola are comparatively ‘messy’ compared with shortening/solid fats, as they vaporise and adhere to surfaces in the kitchen. Callaghan says the implications are daily cleaning, which should probably be done anyway. Callaghan also claims that, when fresh, the high-oleic canola oil may ‘cook lighter’, making the golden colour a little harder to achieve initially, but this is a very minor issue.

WHY MAKE THE SWITCH TO A HEALTHIER OIL? Cardiovascular disease (heart, stroke and blood vessel disease) is the leading cause of death in Australia, and imposes more than $7.6 billion on the economy in direct healthcare costs. CLUBS AND PUBS MANAGER AUTUMN 2015 • 65

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THERE IS A DIRECT LINK BETWEEN THE AMOUNT OF SATURATED FAT THAT A PERSON EATS AND THEIR RISK OF HEART DISEASE – THE MORE YOU EAT, THE GREATER THE RISK Factors such as having high blood cholesterol and high blood pressure increase your risk of having a heart attack or developing heart disease. According to Heart Foundation research, 2.48 million Australians have high cholesterol, which equates to almost 30 per cent of the population. Most alarmingly, nine out of 10 people diagnosed with high cholesterol didn’t know they have it. High blood cholesterol is influenced by dietary fat intake as well as family history. A high intake of saturated and trans fats has a known influence on blood cholesterol levels. Meals that are fried or served with chips are typically higher in these unhealthy fats. Food business owners can make a positive contribution to the health of their customers and help to lower the risk of heart disease by swapping the frying oils that are high in the harmful saturated and trans fats with healthier oils containing more of the poly and monounsaturated fats.

WHAT ARE SATURATED AND TRANS FATS, AND WHY ARE THEY A PROBLEM? There is a direct link between the amount of saturated fat that a person eats and their risk of heart disease – the more you eat, the greater the risk. Trans fats have an even greater effect on our health, especially those found in some processed vegetable oils. Saturated and trans fats increase cholesterol and contribute to the build-up of fatty material (plaque) on the inside of your blood vessels (arteries). This process is called atherosclerosis and makes it harder for blood to flow through blood vessels, which can lead to a heart attack or stroke. While saturated and trans fats increase LDL (bad) cholesterol, which is responsible for plaque, polyunsaturated and monounsaturated fats reduce LDL cholesterol and increase HDL (good) cholesterol, which protects blood vessels.

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Some of the largest clinical trials and analyses ever completed, including studies of more than one million patients, have continued to confirm the link between cholesterol and heart disease. There is scientific consensus that replacing saturated fat with unsaturated fat – in particular, polyunsaturated fat – reduces your risk of heart disease. This position is supported by the World Health Organization, other leading international heart associations, the CSIRO and the Dietitians Association of Australia (DAA). Australians consume too much of these two unhealthy fats, which makes it really important to reduce the levels in the foods that we eat, and to replace saturated and trans fats with healthier fats: monounsaturated and polyunsaturated fats.

HEALTHIER WAYS WITH FAT Fats are an important part of a healthy, balanced diet and should not be excluded altogether; however, the type of fat consumed is important. To reduce the risk of heart disease, foods rich in unsaturated fat should be used in place of foods high in saturated fat, and trans fat should be limited as much as possible. Sources of saturated fat include pastry, butter, cream, processed meats such as sausages and salami, packaged cakes and biscuits, palm oil and coconut oil, visible fat on meat, and chicken skin. Many of these foods are also high in trans fat. Sources of healthier, unsaturated fat include olives, nuts, seeds, avocado, oily fish like salmon, and margarine spreads. In addition, for a healthy diet, the Heart Foundation also recommends eating a variety of foods, including vegetables, wholegrains, lean meats, oily fish, low reduced or no fat dairy, nuts, seeds, legumes and oils. The healthiest way to cook food is to grill, bake, poach, steam or stir fry rather than use shallow or deep frying, or roasting in oil. This is so the food does not sit in the fat; however, if you are going to use these methods of cooking, then the Heart Foundation recommends cooking with polyunsaturated or monounsaturated oils, such as canola, sunflower, soybean, olive, sesame and peanut oils. Keep in mind that healthy fats contain the same kilojoules as unhealthy fats, so consume all fats in moderation.

WHAT IS THE HEART FOUNDATION’S HEALTHIER OILS INITIATIVE?

prepared outside of the home much more frequently than they did a generation ago. The Heart Foundation NSW Healthier Oils Initiative seeks to reduce the risk of cardiovascular disease by encouraging small to medium independent food outlets (such as pubs, clubs, restaurants, takeaway outlets and cafés) to use healthier frying oils.

WHAT IS A HEALTHIER OIL? The Heart Foundation describes a ‘healthier oil’ as one that has acceptable levels of saturated and trans fats, which are known to influence blood cholesterol levels and therefore the risk of cardiovascular disease. A healthier oil should have: • saturated fat: 20 per cent of total fat or less • trans fat: one per cent of total fat or less. As total fat makes up 92 per cent of the oil weight, this means that on the Nutrition Information Panel, the levels should be: • saturated fat: 21.7 grams per 100 grams or less • trans fat: 1.1 grams per 100 grams or less. Keep in mind that frying oils labelled ‘cholesterol free’ and some vegetable oils may still contain fats that increase heart disease risk. Check the Nutrition Information Panel to see if the oil meets Heart Foundation guidelines.

OILS TO AVOID Avoid rice bran oil, cottonseed oil, beef tallow, palm oil, coconut oil and blended vegetable oils that do not meet Heart Foundation guidelines for saturated and trans fat. Although there is a trend among food outlets to use cottonseed oil, which is a better option than palm oil, coconut oil or beef tallow, cottonseed oil still contains approximately 26 per cent saturated fat and there are more healthy options available. By switching to healthier oils, food businesses will not only be responding to consumer demand for healthier food choices, but can also make a big contribution to the heart health of their customers. C&PM

To find out more, visit the Healthier Oils Initiative page on the Heart Foundation’s website at heartfoundation.org.au.

Australians are consuming about twice the amount of saturated fat that they should be, and they eat meals

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Making the impossible POSSIBLE

nnovation is all about change and understanding that solutions can only come after recognising that nothing is impossible. At Stoddart, we are one of Australia’s leading stainless steel and metal products manufacturers and distributors of major reliable brands for the food service, architecture and building industries. We understand that there is nothing that cannot be improved upon. The Metro Smart Wall offers a unique storage and workstation system for an often under-utilised space – empty walls. Smart Wall, with its grid system of integrated wall tracks, offers the flexibility to add wall shelving and wallmounted task stations where needed throughout a facility. A unique combination of adjustable accessories allows every user to customise their Smart Wall to suit every application. Built using Metroseal 3 epoxy-coated steel wire with Microban anti-bacterial coating, the Smart Wall provides protection that inhibits the growth of bacteria, mould, mildew and fungus that cause odours and product degradation. The use of the system around and above sinks, work tables and equipment will keep these areas cleaner and more organised. With its flexible, robust design, the Smart Wall can become an integral part of everyday operating processes to improve efficiencies.

Simply Stainless has a simple philosophy: quality, availability and value. Compared to others, nothing stands out like the quality of Simply Stainless modular systems. Our range of modular stainless steel benching and cabinetry for commercial kitchens, laboratories and vet surgeries are manufactured to the highest specification and set the standard for stainless steel benching worldwide. The range we offer includes work benches with and without splashbacks, corner benches, sink benches, dish wash outlets, dish wash inlet benches with sinks, wall shelves, mobile gastronorm trolleys, tier trolleys, adjustable solid storage shelving, and salamander benches. To meet the strictest hygiene and quality assessments, the entire range is manufactured with 1.2-gauge stainless steel in a number four finish. Backed by our unique Life Time Warranty, why would anyone choose anything else? With Simply Stainless, you can complete a full kitchen fit-out today. Simply Stainless is simply the best. Together with Stoddart’s Australia-wide distribution network, you have the finest quality stainless steel modular system, with huge stock holdings in every state available for immediate delivery. C&PM Call Stoddart today on 1300 791 954 or visit their website at www.stoddart.com.au.

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SMART WALL Innovation is about the ability to recognise that nothing is impossible or cannot be improved upon. The Metro Smart Wall offers an innovative solution, optimising your wall storage using a grid system with customised accessories to take advantage of wasted space in every application.

Solutions Simply Stainless has a simple philosophy â&#x20AC;&#x201C; Quality, Availability & Value. Our range of modular stainless steel benching and cabinetry is manufactured to the highest specification and backed by our unique Life Time Warranty.

Smart solutions For innovative kitchens

1300 791 954

www.stoddart.com.au

Sydney Melbourne Brisbane Adelaide Perth

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LUDLOW

BAR AND DINING ROOM:

serving up a treat BY CLAIRE GAYNOR

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Positioned in a stunning location on Melbourne’s bustling Southbank, Ludlow Bar and Dining Room is making waves with its innovative and sustainably sourced menu by Chef Marc Brown, and it is a first-class dining experience that shouldn’t be missed.

ecently named the winner of Best Restaurant (Metropolitan) at the Australian Hotels Association (Victoria) State Awards for Excellence, Ludlow is carving a name for itself in Melbourne’s prestigious, worldrenowned food scene by serving up simple dishes with unique flavour pairings. Chef Marc Brown has a modern ethos – like most in the hospitality industry, he is aware that working with a sustainable model is imperative to both the longevity of a business and its increasingly sustainability-conscious customer base. It is therefore a given that Brown is passionate about ‘honest food’: keeping things simple, sourcing sustainable ingredients where possible and working with and supporting the smaller, specialised food suppliers are the basis of Ludlow Bar and Dining Room’s philosophy. ‘Simplicity, sustainable wherever possible, small boutique suppliers… My focus is definitely on local wherever possible,’ Brown says. This honest relationship with suppliers and customers puts Ludlow at the forefront of the fine-dining scene. Providing diners with Mediterranean-inspired food in a contemporary Australian setting is something that the establishment prides itself upon. The venue also follows the growing trend of using seasonal produce, with Brown changing the menu between three and four times a year, not only to ensure that all of the ingredients being used are seasonally appropriate, but that they are also of the highest possible quality and freshness.

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The menu is meat-heavy, for sure – with a barbecue offered each day featuring various meats – but each carefully balanced dish is executed with such freshness and elegance that the protein component of the meal is never too overpowering. Currently, Brown is plating up food that puts a delicate, contemporary twist on classic dishes. These delicious masterpieces include the flavour-packed salmon pastrami with deep-fried capers, salmon roe, wasabi aioli and micro herbs; and the pillowy, baked potato gnocchi with truffle pecorino, asparagus and tomato sugo, which are current features on the extensive menu. Yet, patrons of Ludlow best not get too attached to these dishes: Brown says that the menu is changing to incorporate newer, fresher delights, such as tea-poached scallops with white bean puree and jamon iberico (sourced from Spain, as Brown says it is ‘the best in the world’), and Balmain bugs with bottarga (a salted tuna roe). Along with mouth-watering delicacies such as Ludlow’s house-made duck chorizo (its own ‘fantastic secret recipe’

according to Brown), house-smoked brisket, and the latest favourite, sweet black garlic, Ludlow isn’t an establishment that shies away from keeping the flavours rich yet subtle. With an extensive alcohol list, Ludlow is also the perfect place to relax with a beverage after work, and enjoy the ambience of the indoor lounge; however, it is the wine list in particular that complements Brown’s quality cuisine. Sourced from smaller wineries – predominantly in Australia, with a careful selection of New Zealand and European wines thrown into the mix – Ludlow is creating a spectacular vision of contemporary Australian cuisine that is consistent with Australia’s multicultural heritage. Brown believes that complementing a dish with the perfect wine harks back to traditions of the south Mediterranean. ‘The marriage between food and wine is certainly important to us,’ says Brown. ‘We believe our style is typical of the Southern Mediterranean, so we definitely source wines in this European and new world-style, and this is especially seen within our glass listing, such as our Provence Rosè and Gruner Veltliner.’

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To keep up the momentum in the kitchen, Brown says that they have endeavoured to develop a younger team, and are not afraid to give responsibility to their younger members of staff – a dynamic that is reflected in the clean, fresh and modern menu. Brown also says that it is important to consider the opinions of others when creating a new menu. ‘I think the best advice for anyone updating their menu is to listen to everyone who has a voice (staff, kitchen hands, your kids) – you will be amazed where you can pull and develop ideas from,’ he says. Brown says that Ludlow has always strived for excellence – which was reflected in the award they received – but this doesn’t mean that they will be slowing down or be any less inventive with their menu any time soon. ‘To be recognised with this award is a great incentive to work harder for the future of our venue and customers,’ he says. C&PM

All images courtesy of Will Watt. info@williamwatt.com.au | williamwatt.com.au

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AUSTRALIA’S best hams named

Ham is a lunchtime favourite, and glazed hams returned as a favoured Christmas centerpiece in 2014, but many people are shocked to find out that more than two-thirds of ham sold in Australia is made from imported pork.

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his statistic and the impact it has on Australian pork farmers is the reason that Australian Ham Week and the Australian Ham Awards were created. Now in their fifth year, the awards and week are being used to raise awareness of imports and also celebrate high-quality Australian ham.

Sunshine Meats Joe and Maria Pereira

Australian Pork Limited’s marketing manager, Mitch Edwards, says that the idea was to help people find a great homegrown product. ‘Australian ham is a quality product, tastes great and supports our Aussie farmers,’ says Edwards. ‘Australian Ham Week is about helping consumers find homegrown ham in store. ‘To ensure your ham is made from 100 per cent Australian pork, buy a bone-in ham or look for the pink PorkMark logo.’ Ham Week was run at the end of November, just as Christmas hams went on sale, with a range of events and in-store demonstrations held in retail outlets, and special ham dishes created by top chefs. The Australian Ham Awards are an Australian Pork Limited initiative, but the judging is left to the experts. Fleischmeister Horst Schurger, who has a Master’s degree in Butchering and Smallgoods from the Master College in Monchengladbach, Germany, and chefs with international experience, Paul McDonald and Simon Bestley, made up the judging panel. In 2014, the competition attracted 123 entries from across the country. Each entry was independently assessed by the judges for appearance, texture, aroma and taste, with three categories: traditional bone-in leg ham, boneless ham and best nationally available. ‘The judges were impressed by the quality of entries this year, with Sunshine Meats taking the coveted Best Australian Ham title,’ says Edwards. ‘The Milperra-based family business created a ham the judges said was perfect in appearance and texture, with a sweet and smoky aroma and great balance. ‘It was a very nice ham.’ The nationally available category was introduced in 2013 to enable people to get their hands on a high-quality product right across the country, and this year’s winner was Bertocchi Brothers Triple Smoked Leg Ham. This backed up the company’s win in the Australian Bacon Awards earlier in the year, with both products available from Coles.

‘We had beautiful bone-in leg hams and boneless hams entered in this year’s competition,’ Edwards says. ‘These are hams made by processors passionate about quality and good taste. While more than two-thirds of ham on sale in Australia is made from imported pork, just look for the pink PorkMark logo or words “Product of Australia” to make sure you’re getting a local ham and supporting our farmers.’

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PORK’S STARRING ROLE Menus across the country have changed markedly in the past decade, with one of the obvious changes being the rise of pork popularity. One of the driving factors behind this growth has been the PorkStar program. Australian Pork Limited introduced the ambassador program to celebrate pork and encourage chefs to get creative with it. Edwards said it was about putting pork on the radar in a fun way. ‘We first introduced PorkStar a decade ago when, even though chefs loved eating and cooking it, pork was relatively scarce on menus,’ says Edwards. ‘Since then, we’ve had nearly 60 chefs featured through our campaigns, and have celebrated the magical beast with thousands more. We have had more than 50 events in our PorkStar national tours, as well as countless PorkStar pop-up events featuring porcine delights.’

HAM WEEK HOW TO CHOOSE A GOOD HAM Tips from Fleischmeister and master butcher, Horst Schurger 1. Look for a natural meaty texture: avoid the wet or rubbery. 2. Choose a ham with a good smoky flavour. Ask to taste it. 3. Look for smooth, even skin and even colouring. If the knuckle is sunken, it’s overcooked. If the rind if buckled or uneven, it’s a sign of dryness. 4. Hams 10-12kg are most likely to have the best flavour and texture due to age of the pig. 5. For the best results, opt for fresh Australian pork rather than hams made in Australia from frozen imported meat. HOW HAM IS MADE

THE PORKSTAR PROGRAM HAS ALSO INCLUDED PUB AND CLUB CHEFS, RECOGNISING THE ROLE THEIR ENTHUSIASM FOR PORK AND THEIR SKILL AND ABILITY IN SERVING UP LARGE VOLUMES OF THE BEAST The program has worked with an impressive roll-call of Australian chefs and hosted events across the country, which have engaged thousands more. ‘We are enormously grateful to all the PorkStar chefs, who, through their innovative pork dishes, became ambassadors for the industry,’ says Edwards. ‘These are chefs who are passionate about what they do, and who are influencers in their industry. ‘I’ve been thrilled to witness chefs jumping on board with our program, and also adding innovative pork dishes to their menus, including many who are utilising the whole beast from nose to tail, and going the whole hog for their love of pork.’ The PorkStar program has also included pub and club chefs, recognising their enthusiasm for pork, and their skill and ability in serving up large volumes of the beast.

1. The pork is cured. During this step the pork is immersed in a brine, sometimes with other ingredients added for flavour. It is usually submerged for two or more days. 2. The next step is smoking. This gives the rind a brown colour and adds flavour to the ham. It also helps with preservation. HAM CARVING INSTRUCTIONS: 1. Place the ham rind side up. Run a small, sharp knife under the rind at the end of the ham (opposite end to hock) and all the way down each side of the ham, to about halfway up towards the hock. To peel the skin off, slide your fingers under the rind, carefully pulling it back, while making sure it comes off in one piece. This is important as the rind will be laid back over the ham for storage. 2. Once the rind is removed, run the tip of the knife around the small bone at the opposite end to the hock. This will free the meat from the bone to make for easy slicing. 3. Holding the hock in one hand, begin to slice on a slight angle towards the opposite end, slicing down to the bone. If the ham slices do not fall away, re-run the knife around the bone. 4. Continue to slice, as you get further up the ham, continue to loosen the meat from the bone with the tip of the knife. 5. To keep your ham fresh, fold rind back over the exposed surface, place in a ham bag and store in the fridge. HAM STORAGE INSTRUCTIONS:    

Dip your ham bag (linen tea towel) in a solution of 2 cups of water and 1 tablespoon of vinegar. Squeeze out excess moisture and place ham in the bag. Store in coolest part of fridge (below 4°C). Leg ham on the bone should last for up to 3 weeks. Rinse and re-dip your Ham Bag in water and vinegar solution every 3 days, or as needed. Happy Christmas!

‘We had been working with them individually and knew that there was huge potential,’ says Edwards. ‘They loved keeping up with food trends, and PorkStar was a way for them to engage with influencer chefs and do this. We also knew they were keen to adapt trends into their high-volume kitchens.’ Pork’s menu presence has grown across the board, with chefs using a wide range of cuts and serving up highquality dishes. PorkStar will celebrate its 10th anniversary with a national tour, set to be a celebration of a decade of pork love. C&PM

For more information, visit www.porkstar.com.au

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BEVERAGES

THE CLASSICS Impressing diners with your beverage list is easy when you stick to the classics. These cocktails can be made with one of the most easily accessible and diverse spirits – vodka! FLIRTINI

BLACK RUSSIAN

INGREDIENTS:

• vodka

• champagne

• coffee liqueur

• pineapple juice

METHOD:

This drink is traditionally made by pouring two parts coffee liqueur and three parts vodka into an ice-filled glass. When making this cocktail, start with the coffee-flavoured liqueur before topping up with the vodka, creating the ombre look. Stirring gently is the key to mastering the making of this drink. For a Californian twist, add a shot of triple sec or cointreau and a slice of orange, or for a softer, lower-alcohol drink, add a splash of cola to dilute – many modern recipes add a part of cola to make it go down easier!

Add one part vodka, two parts champagne and two parts pineapple juice to a shaker full of ice and shake, don’t stir. Strain, pour and enjoy. For extra bite, add a splash of orange liqueur and pineapple pieces to munch on as you drink. While the name doesn’t exude masculinity, one sip of this sparkling drink and even the manliest of men will change his mind. The perfect blend of vodka, champagne and pineapple juice will tickle the tastebuds and leave you wanting more. This cocktail is a great accompaniment to all sorts of nibbles and snacks, and is even a refreshing option on its own. The light, fresh taste of the flirtini is a popular choice among diners, whether they are sitting down for a meal, or enjoying your facilities with a drink in hand.

The black Russian is one of the more prominent drinks to emerge from the late 1940s. The story goes that Perle Mesta, the American ambassador to Luxemburg, was at the Hotel Metropole in Brussels when the bartender created this mysterious drink for the lovely American – Russian vodka mixed with kahlua; quite appropriate at a time when the Cold War and the rift between Russia and the western world were merely beginning.

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BEVERAGES

BLOODY MARY

MOSCOW MULE

INGREDIENTS:

• vodka

• tomato juice

• ginger beer/ale

• lemon juice

• lime juice

• tabasco sauce

• ice

• salt and pepper

METHOD:

Mix two parts vodka, one part lime juice and three part ginger ale. Once combined, mix over ice and enjoy. Add a few mint leaves to the cold drink for a refreshing twist on the classic.

Pour three parts vodka, six parts tomato juice and one part lemon juice into a tall glass tumbler filled with ice. Add a dash of tabasco (or Worcestershire sauce) and a sprinkling of salt and pepper before stirring gentle. Finish off with a celery stick or a dill pickle and enjoy. Sipping on a bloody mary will not only quench your patrons’ thirst, but will also give them a health boost! Tomato juice is so full of antioxidants and vitamins that indulging in a bloody mary could stave off illness and disease. Tomatoes, and by default, the fruit’s juice, contain the antioxidant lycopene – a carotene and caretenoide pigment that holds great health benefits according to scientists.

This refreshing ginger-vodka combination is the perfect drink to cool down with. Made popular in 1950s Manhattan during the vodka-drinking phase that swept across the United States, the Moscow mule is still the drink of choice by many today. While ginger beer is the traditional mixer for this cocktail, ginger ale is a great alternative. This sparkling ginger drink is the perfect thirst quencher alone, but when mixed with vodka and a splash of lime juice over ice, this everyday soft drink transforms into a cocktail that will rival those in the best urban bars.

COSMOPOLITAN INGREDIENTS: • vodka • orange liqueur • cranberry juice • lime juice

METHOD: Add one part orange liqueur, one part lime juice, three parts vodka and three parts cranberry juice into a cocktail shaker filled with ice. Strain and pour into a cocktail glass, and garnish with a lemon twist. Made fabulous in today’s society by the girls in Sex and the City, the cosmopolitan is a classic drink, popular with both the ladies and the men – well, those men who aren’t too scared to admit to it! This cranberry taste is the perfect afternoon drink for those who frequent your venue. To give it more of a citrus twist, use citron vodka rather than your regular spirit – this lemon and lime-flavoured vodka will give your cosmo the right kick. C&PM

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EDUCATION AND TRAINING

THE IMPORTANCE OF LEGAL TRAINING IN CLUBS AND PUBS BY KATHERINE HAWES, AQUARIUS LAWYERS AND AQUARIUS EDUCATION

So, you have been promoted to management – congratulations! But what does that mean for you legally?

SOCIAL MEDIA

anaging a club or pub requires continued training on legal requirements if you want to maintain the license and prevent litigation; however, this doesn’t just mean that legal training is restricted to management.

As an employer, you could be liable for the conduct of employees for bullying, defamation, or harassment on social media. The question of an employer’s liability revolves around whether the employee’s conduct was considered sufficiently connected with their work and also, whether an employer has failed to take sufficient precautions to prevent the conduct from occurring. For example, a sufficient precaution is having a social media policy and procedure in place, and also ensuring that staff members are aware of the requirements of this policy.

If you want to ensure that your employees are aware of their legal responsibilities and adhere to your internal policies and procedures, awareness training throughout your organisation is key.

Therefore, to minimise the risk of damage, disputes or injuries, employers should implement detailed social media policies and also consider the use of disclaimers for workrelated social networking.

What legal issues should you ensure are included in your training plan? CLUBS AND PUBS MANAGER AUTUMN 2015 • 79

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In doing so, this may avoid:

PROMOTIONS ON PREMISES

• vicarious liability of employers for the opinions/ communications of employees

Recently, a licensed restaurant in Capital Square, Sydney, was prosecuted and fined $3000 over the lack of responsible self-service of alcohol.

• defamation • reputational or brand damage • loss of productivity.

MORE THAN AN RSA Most organisations rely upon external training for the Responsible Service of Alcohol (RSA) certificate; however, this is only a minimum requirement and does not necessarily give you protection from being sued. Remember: you have a legal obligation to take care of your staff and their property. This duty of care goes hand in hand with negligence, which is the failure to reasonably care for the safety or wellbeing of others, which includes your staff and your customers! If an inebriated person is permitted to remain on the premises, the potential for harm to staff members or patrons is increased. The protection of all people within your premises is to be considered in the management of individuals who negatively impact on the venue.

This came about as NSW Office of Liquor, Gaming & Racing (OLGR) inspectors were conducting compliance inspections in the Sydney CBD entertainment precinct at 2.30 am in March 2014. The OLGR inspectors observed patrons at tables free-pouring beer from beer tower dispensers and being allowed to free-pour spirits left unattended by restaurant staff. The free beer and spirits were part of a promotion held by a third party at the venue; however, the venue is still responsible for the service of alcohol. It is important that you and your staff members are clear on the key responsibilities to stay within the law. Having a good training plan in place can also help to reduce staff turnover, keep staff morale high, and improve the overall image of your business. C&PM

To ensure that consistent practices are in place in a licensed workplace, it is essential to ensure that continued and updated training is in place.

ELEMENTS OF A GOOD CATERING SERVICES AGREEMENT If you outsource your catering services, keep in mind that you are still responsible to your customers for the food produced. Therefore, make sure that you have a contract in place to ensure that each party knows their responsibilities and rights under the contract. In addition, you should also have a good catering service agreement, which should cover the following: • failure to provide contract deliverables on time, to agreed quality standards • failure to adhere to agreed budget • failure to comply with all contract provisions; for example, privacy, security and record keeping • supplier unable to deliver due to financial collapse or loss of resources • fraud and/or unethical conduct by the supplier • supplier not prepared to agree to contract variations to accommodate changes in Council requirements.

Katherine Hawes is the founder of Aquarius Lawyers and Aquarius Education, and has been a practicing lawyer for over 15 years. Katherine has extensive legal and training experience in designing adult education programs within the legal environment, particularly for non-lawyers. She currently lecturers in the areas of legal issues for businesses and law for non-lawyers. To find out more, please see www.aquariuseducation.com/

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