Clubs and Pubs Manager – Summer 2014-2015 by Executive Media

CLUBS&PUBS manager Summer 2014â&#x20AC;&#x201C;2015

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Contents NEWS High tea challenge brings tea to the fore 2 Understand your patrons and supercharge your business 3 Cash redemption terminals increase security and customer satisfaction 4 Inaugural national expo on Queensland’s Gold Coast 6 Paving the way for parents’ night out 8 The Lancer Trade Out Master minimises beer wastage and saves venues money 10 Don’t leave your cooked rice out overnight – food safety experts warn 11 Statewide pre-commitment scheme 14 Appetite for Excellence: Discovering new talent 16 Awarding Australia’s best brews 18

GAMING Catering for all venues, no matter the size 22 At your fingertips: five ways to advertise your club or pub 23 The price of loyalty 26 Is your gaming venue pre-committed yet? 28

ATM Six facts about ATMs 30 Maximising the value from your ATM 31

POINT OF SALE A point of sale integrated marketing and loyalty solution 32 Pay-at-table technology 34

ENTERTAINMENT Editor: Giulia Heppell Designed by: Alma McHugh

Why clubs and pubs are switching to the complete solution 36 Live music 38 Award-winning sound system for pubs, clubs and hospitality venues 40

Published by:

ENERGY AND LIGHTING

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: Morwell Bowling Club, Victoria. Photograph courtesy of Stephen Reynolds, Creative Graphics stephen@creativegraphics.net.au Project architects: Bate Design Strategies Pty Ltd, www.bate.com.au The editor, publisher, printer and their staff and agents are not responsible for the accuracy or correctness of the text of contributions contained in this publication, or for the consequences of any use made of the products and information referred to in this publication. The editor, publisher, printer and their staff and agents expressly disclaim all liability of whatsoever nature for any consequences arising from any errors or omissions contained within this publication, whether caused to a purchaser of this publication or otherwise. The views expressed in the articles and other material published herein do not necessarily reflect the views of the editor and publisher or their staff or agents. The responsibility for the accuracy of information is that of the individual contributors, and neither the publisher nor editors can accept responsibility for the accuracy of information that is supplied by others. It is impossible for the publisher and editors to ensure that the advertisements and other material herein comply with the Competition and Consumer Act 2010 (Cth). Readers should make their own inquiries in making any decisions, and, where necessary, seek professional advice. © 2014 Executive Media Pty Ltd. All rights reserved. Reproduction in whole or part without written permission is strictly prohibited.

Energy-efficient lighting and environmental control systems – helping businesses reduce energy costs 42 It’s easy being green 44 Paying too much for electricity? 46

FLOORING Timber floors 48

INTERIORS AND ARCHITECTURE Rise of the phoenix 50 The great outdoors 54 The Terminus Hotel: awoken from its slumber 56 Profit from play with a bespoke playground 59 The Lion Hotel 60 ACCC investigates possible azo dye risks associated with exposure to imported furniture 62 Deer Park Club Best Renovation Award 2014 63 What to expect and consider when your club or pub gets a makeover 65

BEVERAGES Top of the list 68

FOOD EQUIPMENT Make the best of your business with Scotsman Ice! 71 Summer sensation 72 Battered and hammered 74 ‘Seas’ the oppor-tuna-ty – add seafood to your menu 76

EDUCATION AND TRAINING Developing online training products to improve efficiency and outcomes 78

CLUBS AND PUBS MANAGER SUMMER 2014–2015 2013–2014 • 1

NEWS

HIGH TEA CHALLENGE brings tea to the fore Tea is almost as popular as coffee in Australia, and there would be a serious gap in your drinks menu if tea was forgotten.

ea has shaped cultures and traditions, created empires and influenced politics, and a top-quality brew can also leave a lasting impression on diners. In celebration of tea’s place in a high tea spread, the Dilmah Real High Tea Challenge is set to return in May 2015. During the Challenge, teams from across the world will travel to Sri Lanka to bring their tea and culinary visions to life for the ultimate title of Global Winner. From its beginnings in 2007, the Challenge has returned each year in a quest to discover the quintessential 21st-century high tea – one in which the best tea is paired perfectly with worldclass food. Dilmah’s founder, Merrill J. Fernando – himself a passionate tea grower – started the Challenge to bring tea once more to the fore of high tea occasions, rather than being left as an afterthought on the bottom of overcrowded menus that don’t complement the main beverage. So far, the Challenge has reached opposite ends of the globe and places in between, from Australia to South America, spreading the wisdom of a perfect cup of tea, and inspiring new ideas about the drink. A series of national challenges are judged by world-renowned tea experts

2 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

and culinary professionals, and in May 2015, contestants from around the world will face-off for the ultimate Global Winner’s title. As at August this year, there are 15 finalists, with the Australian national winner, Qantas Lounges, among them. Australian venues that have received gold medals are numerous, and include Bloodwood, Peppers Convent Hunter Valley, and Novotel Sydney Olympic Park, all in New South Wales; Stamford Grand Adelaide in South Australia; Novotel Melbourne, in Victoria, and William Angliss Institute. Contestants are judged on their tea showcase, as well as food and beverage offerings, which include sweet, savoury, cocktails, mocktails and pairings, such as the winning Qantas Lounges team’s deconstructed pavlova with chocolate mousse and berries, paired with a hot and spicy Szechuan pepper-infused tea. Winning teams from around the world have created some inspiring pairings, too. These include the New Zealand Mudbrick Vineyard team’s Alice in Wonderland-inspired chai tea paired with ganache pocket watch stirrer, or the Westin Macau team’s apple galangal martini with lychee liqueur, paired with a rose and almond Portugese egg tart. With a wealth of inspiring dishes and tea offerings being created around the world, the Real High Tea Challenge offers plenty to inspire venue managers keen to improve their tea offering. The website realhightea.dilmahtea.com has a database of dish suggestions. Consider including tea on your menu, paired with delicious treats. Your patrons will thank you. C&PM

NEWS

UNDERSTAND YOUR PATRONS and supercharge your business

ouldn’t it be great to have reports that you can easily understand; to discover the business opportunities that seem to be under mountains of data; and to supercharge your outbound marketing and engage with patrons without damaging relationships? You can do all of that and more with our intuitive venue analytic tool called mPower. mPower puts the power of reporting and analysis in the hands of your staff anytime, any place. You can drill across diverse items such as visits, gaming, food and facilities, and build trends on how patrons use your facilities. mPower builds a powerful data warehouse by compiling data from all areas of your venue, and combining it with useful information from sources such as social media and geographic locations. By adding a member portal to your venue’s website, mPower can gather data that will help you to understand the behaviours of your patrons in the areas of events, promotions, bookings and more. With easy plug and play integration into most existing software (financial, hotel, gaming, HR, et cetera), mPower

comes preloaded with a core suite of reports and filters that can be customised to your venue-specific needs. mPower is highly affordable to venues small or large – it uses a simple subscription model that is based on venue size. So, empower your business with mPower, and enhance the cycle of patron engagement for improved retention, growth and greater yield. C&PM

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

3 CLUBS AND PUBS MANAGER SUMMER 2014–2015 • X

NEWS

CASH REDEMPTION terminals increase security and customer satisfaction

QuickPay®

AutoPay®

nsuring your cash 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 gaming payout process (tickets, cards or line of sight) and fits under most counters in the cashier’s booth. It 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.

With the growing trend towards ticket-in, ticket-out (TITO) and card based gaming, Cash Redemption Terminals (CRTs) will hold more cash highlighting issues of security and insurance. Many CRTs on the market today only have business hours safes, which is a cause for concern (cash-in-transit companies will not insure cash in a business hours safe). It is important to invest in a CRT that offers the best possible security for your venue now and into the future.

Both QuickPay® and AutoPay® feature a secure Level 1 rated safe (or higher) which makes them more secure and may result in a lower insurance premium.

Banktech has addressed this issue with QuickPay®. Not only does it provide a familiar self-serve option to your gaming patrons, it also ensures 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 with the option to brand the terminal to suit your venue. QuickPay® provides a range of transactions including ticket redemption, note breaking, loyalty card management, purchase gaming tickets and top-up cards – leaving your staff free to serve other customers more effectively and efficiently. In some jurisdictions, gaming restrictions dictate that some transactions will require the customer to visit the cashier. AutoPay® cashier assist terminal is designed to streamline

4 • CLUBS AND PUBS MANAGER SUMMER 2014–2015 X 2014-2015

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. This same team will also look after QuickPay® and AutoPay® so you can be assured of equipment quality and the ongoing support. QuickPay® and AutoPay® comply with all current regulations and combine the best ATM and gaming technology available, with flexible software, specifically designed to meet future gaming industry changes. If you are thinking about transitioning to TITO technology for your gaming operations, or need a cash redemption system to enhance your existing infrastructure, ensure the CRT solution you choose provides the best value to your business. C&PM Contact your sales manager direct or call Banktech on 1800 08 09 10 and ask about their flexible payment options to get you started.

Cash Redemption Terminal

Streamline your gaming 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.

• 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

FR5398L/08/14

• 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.

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

NEWS

INAUGURAL NATIONAL EXPO on Queensland’s Gold Coast

ith registrations now open, the countdown is on for 2015’s biggest and best showcase of hospitality, gaming, liquor, dining, entertainment, design and more!

All personnel associated with the hospitality and gaming industry are welcome, with entry being free. Registrations are now open with an exciting event program of business, networking and education all under one roof.

A must-attend event for both you and your industry colleagues no matter where you are in Australia, the inaugural Keno Australasian Hospitality & Gaming (AHG) Expo hits centrestage at the Gold Coast Convention and Exhibition Centre on Tuesday 24 and Wednesday 25 March 2015, between 10 am to 4 pm daily.

In addition to the Expo, there is a welcome cocktail party on Tuesday 24 March, a keynote breakfast on Wednesday 25 March, and what we’ll call ‘Soap Box Lectures’ throughout the two exciting days. Yes, there will be plenty to do in March on the Gold Coast in 2015!

It is expected that industry leaders from around the country and overseas will connect with over 160 exhibitors and 4000 delegates at this national trade event (over two days), at Queensland’s idyllic Gold Coast, which is renowned for it’s stunning surf, beautiful beaches and urbane eateries. The Expo is designed to showcase the hospitality industry, and will spotlight leaders, innovation, the latest trends, products and services in gaming, entertainment, liquor, food and beverage, technology, construction, education, furniture, design, and customer service, to name but a few. The Keno AHG Expo is a collaborative industry event for pubs, clubs, casinos and hospitality providers more broadly, replacing three major trade shows to become a one-stop national shop for all facets of this vibrant industry.

6 • CLUBS AND PUBS MANAGER SUMMER 2014–2015 X

The Keno AHG Expo has partnered with CCM Travel to minimise the hassle and stress of finding and booking flights and accommodation. With fantastic central accommodation on offer for under $200 a night, don’t delay in contacting CCM Travel for all your travel needs on 02 9439 5100, or email anthony@ccmtravel.com.au. Please visit www.ahgexpo.com to find out more, view our partner program and, importantly, remember to register for your chance to win a seven-day Gold Coast getaway. PS… someone once said, ‘Self-education via experience is, I firmly believe, the only kind of education that offers currency and innovation’. C&PM

When two days on the Gold Coast just isnâ&#x20AC;&#x2122;t enough, register to attend the Keno Australasian Hospitality and Gaming Expo before 31 January for your chance to win a 7 day Gold Coast getaway *conditions apply. The countdown is on to 2015â&#x20AC;&#x2122;s biggest and best showcase of hospitality, gaming, dining, entertainment, design and more! Registrations are now open so be one of the first to get involved with this exciting event program of business, networking, education, fantastic food and mingling with industry colleagues and friends.

NEWS

PAVING THE WAY FOR PARENTS’ NIGHT OUT

he debate surrounding children in restaurants and cafés is highly contentious, and has received significant attention over the past few months. The Roosevelt Bar and Diner is the latest venue to weigh in on the topic. Potts Point’s popular Roosevelt Bar and Diner has launched a new parents’ night – where parents pay $20 to have a nanny look after their child in a separate part of the venue while the adults enjoy their meal uninterrupted. According to Jamie-Lee Radburn, Marketing and PR, the Speakeasy Group, ‘The idea for our parents’ night was pretty much born from the owners’ (Sven and Amber Almenning) frustrations of managing babysitters. They love going out for dinner and drinks, but found that trying to catch up with friends with kids was a juggling act between booking in sitters, trying to book in dinner and making sure that everyone can make it. ‘There is also some anxiety with some parents about leaving their kids with a strange sitter if they don’t have a regular sitter that they can call on. As The Roosevelt venue is divided into three separate rooms, they realised that it was the perfect venue to trial this concept. The main room and diner are where most of our guests enjoy their cocktails and food, the Monroe Room is where we host larger events, degustations, banquets and exclusive parties, and then we have our PDR (Private Dining Room) hidden away at the back of the venue. This allows us to put the children in the PDR where our on-site nanny entertains them with arts and crafts, and where they are fed dinner. Mum and Dad can have dinner next door with their friends and with other parents, confident in the knowledge that they are just a room away from their little ones if they are needed.’ This move comes not long after the Little French Café in Newcastle appeared in the news for advertising itself as not being child-friendly. When asked her opinion on this 8 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

contentious topic, Radburn says: ‘I have to definitely agree with people that kids should not be in restaurants or bars – it’s not appropriate to expect other diners to have small children impact on their evening if they have chosen to go somewhere special, and it’s not fair on the kids, who would really rather be playing and having fun than sitting up straight at the table, being told to be quiet. I guess we are really hoping to achieve being able to provide the ideal setting for parents to still enjoy a social life and not have the hassle of organising multiple sitters, because you can take your children with you and not have them impact other guests’ dining experience. ‘But the way that we are doing it is different. Our guests won’t know that there are 10 kids painting or building with Lego out back as our PDR is completely hidden, so it’s a perfect way to ensure that everyone still has a great time.’ So how does this program work? ‘There’s one babysitter for every 10 kids. The parents are on site in the very next room, and we expect them to step in should anything happen. It’s not a childcare centre. We’re simply trying to facilitate a parent’s ability to go out and enjoy some good food and drinks, be it on their own or with friends. Trying to enjoy a nice martini or a glass of champagne, not to mention holding down an interesting conversation with friends, when you have kids crawling all over you is difficult. It’s also no fun for the kids, who are restless and want to run around or be engaged. Having an on-site nanny means that the children are engaged and having fun, and the parents are able to relax and enjoy themselves. ‘Our nanny is a big believer in creative play, so she mostly engages them with arts and crafts, but may put on a short cartoon later on in the evening when they start getting tired. This concept allows them to play and be creative in a safe environment. Should anything happen, Mum and Dad are right there.’ C&PM

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NEWS

THE LANCER TRADE OUT MASTER minimises beer wastage and saves venues money

egular cleaning of beer lines is vital if draught beer is to be served in the best possible condition; however, the process of cleaning usually means that the beer already in the lines is wasted – representing a significant cost for publicans. Lancer has developed the Trade Out Master (TOM) – an innovation that enables this beer to be sold rather than thrown out or pushed back into the keg (known as flow back), minimising waste and improving profits, while assisting the cleaning process. Lancer’s system allows bar operators to schedule when they will be cleaning their lines, and the system will progressively drain the lines in the lead-up. The average hotel may have 80 litres of beer in its beer lines, and sports stadiums with lines that run into the hundreds of metres may have 500 litres of beer in their lines. Therefore, there are substantial savings to be made. The average hotelier, who cleans the lines once a week as recommended, wastes around 25 litres per clean, which results in an approximate loss of $20,000 per year in ‘lost’ sales. Hoteliers can avoid this loss by not cleaning their lines as regularly – but this comes at a cost to the quality of the beer and reduced revenue, as people will not drink bad beer. The TOM automatically shuts down the supply of beer into lines before a scheduled clean, sending gas up the line instead. This allows the beer already in the lines to be traded out rather than wasted.

Mr Joe Thorp, the Managing Director of Hoshizaki Lancer, says that the system offers significant savings and improvements in the quality of the beer. ‘This system will minimise wastage, which, in turn, will encourage regular cleaning of beer lines, improving the quality of beer served to customers. ‘TOM switches from beer to gas at different times for each brand, depending on consumption,’ he says. ‘It is an automatic process, so cellar hands don’t need to go down to the cellar to manually disconnect the lines.’ Not cleaning beer lines has a huge impact on beer quality, which is why Lancer designed TOM to ensure that regular line cleaning is undertaken to maintain the integrity of beer, while minimising beer loss and wastage to save the venue money. By ensuring that beer is traded out and not thrown out prior to a line clean, the average hotel will find that this system pays for itself within one year*. The TOM has a simple user interface that allows you to enter and set the next clean date and time. The display will show the status of each output and record when the beer line cleans have occurred, as well as when they are due. C&PM *Assumes 25 litres of beer loss per weekly clean

For more information, or to arrange a quotation, please call Lancer Beer Systems on 1300 551 361 or email us on info@lancerbeverage.com. 10• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015 X

NEWS

DON’T LEAVE YOUR COOKED RICE OUT OVERNIGHT – FOOD SAFETY EXPERTS WARN

The beer essentials We are Australia’s largest beer systems company. The Lancer Beer Systems team can help you with: > Preventative maintenance programs > Beer systems repairs > Breakdown support > Beer systems design > High quality installations > Spare parts and beer systems consumables > After hours and over the phone technical support advice.

Contact us This year’s theme for Australian Food Safety Week, which was held from 9 to 16 November 2014, was to avoid the ‘Temperature Danger Zone’.

E info@lancerbeverage.com W www.lancerbeverage.com P 1300 551 361

ood Safety Week is the major activity of the Food Safety Information Council, which aims to address the estimated 4.1 million cases of foodborne illness in Australia each year. On average, food poisoning results in 31,920 hospitalisations, 86 deaths and one million visits to doctors each year. The week was launched with the release of a national Newspoll survey of 1252 respondents aged 18 years and over, which was conducted over the phone. The survey found that an alarming 22 per cent of Australians think it is acceptable to leave cooked rice out of the refrigerator for up to six hours, or overnight – or even that it doesn’t need refrigerating at all. 328129A_Lancer Beverage | 2064.indd 1

5/11/14 5:27 PM CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 11

NEWS

THE TEMPERATURE DANGER ZONE FOR FOOD LIES BETWEEN 5 DEGREES CELSIUS (°C) AND 60°C BECAUSE IN THIS ZONE BACTERIA IN FOOD CAN GROW AND TOXINS CAN ACCUMULATE TO UNSAFE LEVELS WITHIN A FEW HOURS Dr Michael Eyles, Food Safety Information Council Chair, says that many consumers consider that cooked rice is a low risk for food poisoning and can safely be left on the benchtop if the fridge is too full. ‘This just isn’t true. Spores from the bacteria bacillus cereus can survive the cooking process, and once the rice begins to cool, they can grow and form a heat-resistant toxin. This toxin is not destroyed by further reheating, with only very small amounts needed to make you sick,’ says Dr Eyles. ‘In contrast, it was pleasing to see people surveyed were much more aware that raw egg mayonnaise and chicken dishes were a high risk for food poisoning, as only four per cent thought it okay to leave those products unrefrigerated for up to six hours or overnight. But even four per cent of consumers taking this risky behaviour adds to the estimated 4.1 million cases of food poisoning in Australia each year. ‘The Temperature Danger Zone for food lies between 5 degrees Celsius (°C) and 60°C, because in this zone bacteria in food can grow and toxins can accumulate to unsafe levels within a few hours. If you hold hot food before serving, it should be kept at 60°C or greater. We should always refrigerate or freeze cooked food that isn’t going to be eaten straight away and keep perishable food refrigerated under 5°C,’ Dr Eyles concludes. Lydia Buchtmann, spokesperson for the Council, says that approximately 20 per cent of cases of foodborne disease resulted from something a consumer had done incorrectly. ‘It’s important that consumers understand the simple things that can be done to understand how they can reduce the risk of food poisoning. We also recognise that a well-educated general population makes it much easier to ensure that professional food handlers understand food safety requirements,’ she says. C&PM

12 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

During Food Safety Week, the Council issues advice to the media, consumers and community groups to follow these seven simple tips to keep food out of the Temperature Danger Zone: 1. Plan ahead. Don’t over-cater, as the greater the quantity of food you prepare, the harder it is to keep it hot or cool enough. If you are catering for a lot of people, prepare food as closely as you can to the time you will serve it. 2. Keep your fridge at or below 5°C. Use a fridge thermometer to check that the fridge temperature stays around 4–5°C. Also make sure you have enough room in the fridge, because if the food is packed tightly the cold air cannot circulate. 3. Check the storage instructions. Read the label on packaged food to see if it needs to be stored in the fridge or freezer – many unrefrigerated items may need to be refrigerated once opened. 4. Keep hot food at or over 60°C. Hot food needs to be kept and served at 60°C or hotter. If you are keeping it warm for someone, put it in the oven at 60°C (or at 100°C if that is as low as your oven will go). 5. Divide food up to cool. Freshly cooked food that is not for immediate consumption should have the temperature reduced as quickly as possible. Divide into containers in small portions and put it into the fridge or freezer as soon as it stops steaming. 6. Keep food on the move cool. If you are transporting perishable food around, such as refrigerated or frozen shopping, your (or your child’s) lunch, or goodies for a barbecue or a picnic, always use a cooler bag and add a frozen block or drink to keep things cool. 7. If in doubt, throw it out. If perishable food has been in the Temperature Danger Zone for two to four hours, consume it immediately. After four hours, throw it out. C&PM

The Food Safety Information Council is Australia’s leading disseminator of consumer-targeted food safety information. It is a non-profit entity supported by the Australian Department of Health and Ageing, state and territory health and food safety agencies, local government, and leading professional, industry and community organisations. For further information: www.foodsafety.asn.au

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NEWS

STATEWIDE PRE-COMMITMENT scheme T

he statewide voluntary precommitment scheme in Victoria is on track to commence operation on all gaming machines, including those at Melbourne’s Casino, by 1 December 2015. The pre-commitment scheme will empower players to make informed decisions about their gaming machine play by enabling them to set limits on the amount of time or money they spend, and to track their gaming machine play across the state. Intralot Gaming Services Pty Ltd (Intralot) has been appointed to provide the pre-commitment system and is nearing completion of the system development stage. Testing started in mid-November 2014. To ensure the smooth rollout of the precommitment system to venues, Intralot and the Department of Justice (the Department) will be conducting a pilot in 10 gaming venues across the state in May 2015. The staged rollout of pre-commitment in gaming venues will commence on 1 June 2015, with the progressive connection of venues

14 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

NEWS

to the pre-commitment system over a five-month period, ending 31 October 2015. In preparation for the launch of the statewide precommitment scheme, there will be no connection of player account equipment to the pre-commitment system between 1 November 2015 and 1 December 2015.

WHAT DO VENUE OPERATORS NEED TO DO? The successful implementation of pre-commitment requires action by industry. It will be important that venue operators take the necessary steps at the right time to ensure that they are in a position for pre-commitment to be available in their venues on 1 December 2015.

VENUE OPERATORS ARE ALSO REQUIRED TO PROVIDE MAGNETIC STRIPE CARDS, WHICH WILL BE USED BY PLAYERS TO ACCESS THE PRE-COMMITMENT SYSTEM

Venue obligations are detailed in the Gambling Regulation (Pre-commitment and Loyalty Scheme) Regulations 2014 and the Gambling Regulation Amendment (Pre-commitment) Act 2014. Both documents are available on the Victorian Legislation website (www.legislation.vic.gov.au).

Venue operators are urged to engage with suppliers of player account equipment now to select a preferred supplier, and to choose the products that are best suited to them. The list of suppliers is available from the Department’s website (www.justice.vic.gov.au/precommitment).

Venue operators need to ensure that they are aware of their responsibilities, and that they allow adequate time to plan and prepare for the commencement of pre-commitment.

To ensure that connection to Intralot’s pre-commitment system occurs in a timely manner, venue operators are required to nominate their preferred date/s for rollout by 31 December 2014. Connection cannot occur until all player account equipment has been installed.

Importantly, all venue operators will be required to install player account equipment that meets standards that have been prescribed in legislation, regulations and technical standards. The Victorian Player Account Equipment Technical Standards will be published on the Victorian Commission for Gambling and Liquor Regulation (VCGLR) website in December 2014 at www.vcglr.vic.gov.au. This details the standards that all player account equipment must meet. Venues should be purchasing equipment from suppliers that can guarantee that their equipment will comply. The following player account equipment is required in each gaming venue for the operation of pre-commitment: • card encoder for the encoding of pre-commitment cards • keypad(s) for entering a player PIN • a display screen for each gaming machine • a card reader for each gaming machine • kiosk(s) for players to access their pre-commitment accounts. Venue operators are also required to provide magnetic stripe cards, which will be used by players to access the pre-commitment system. Details on the requirements that will apply to player cards will be made available to the industry as soon as possible.

When nominating a preferred rollout date, venue operators must complete the form available on the department’s website and return it by email to olgr.pip@justice.vic.gov.au. The form requires the following information: • the preferred date/s on which the player account equipment will be installed • a description of the player account equipment being installed • the supplier/s of the player account equipment • the service provider installing the player account equipment. Bookings for venue rollout dates have commenced and they will be made on a ‘first in, first served’ basis. Venue operators that do not nominate a rollout date by 31 December 2014 will risk having a rollout date chosen for them, which will require them to have their player account equipment installed and available for connection to the precommitment system accordingly. C&PM Venue operators are encouraged to contact the Pre-commitment Implementation Project at olgr.pip@justice.vic.gov.au with any queries. CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 15

NEWS

APPETITE FOR EXCELLENCE: DISCOVERING NEW TALENT

rom its humble beginnings in 2005, Electrolux Appetite for Excellence has grown into one of the county’s leading hospitality awards.

Considered to be the industry’s most prestigious program, it is much more than simply national hospitality awards. ‘It can change the lives of those who participate in it. It inspires and nurtures young hospitality talent who are at the forefront of their profession by providing once-in-a-lifetime experiences, money-can’t-buy educational opportunities and enviable prizes,’ says Project Director Phee Gardner. Drawing on the experience and skills of the judges, the program gives young talent a platform to help shape their careers. ‘Being exposed to high-calibre mentors helped me realise that what they achieved was not because they were superhuman, but because they worked hard and were well trained, and I, too, could achieve this,’ says Massimo Mele, one of the young chefs involved in 2005. Each year, there is new talent hitting the industry, and this program really helps young chefs, waiters and restaurateurs to focus on where they want to go in their careers, and how they’d like to get there. ‘The application process pushes you to define what your values are, and who you are personally and professionally,’ says Katrina Birchmeier from Garagiste. ‘I felt I came out of the program with a clearer direction of where I am headed in the future and who I am as a person.’ Just having a discussion with the judges can strike a chord on both a professional and personal level, says Alice Chugg, waiter/sommelier from Ethos. ‘Talking to the judges about their experiences and businesses made me realise that there are so many facets of this industry that should be considered as a professional career option. It’s a validation of what I do, giving me more confidence that the job and career I have chosen as a waiter is one that the public should recognise.’ This year, the awards night was held at the Stokehouse, Melbourne, in August 2014. Hospitality talent from across the country came together to celebrate the industry, to meet the next up-and-coming professionals, and to hear the announcement of who has been awarded Australian young waiter, chef and restaurateur. Next year, Appetite for Excellence turns 10. Applications open on 12 January 2015, so if you are a young chef,

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THE 2014 ELECTROLUX APPETITE FOR EXCELLENCE WINNERS ARE: Electrolux Australian Young Chef 2014 Australian Young Chef 2014: George Tomlin, The Town Mouse – Victoria Runner-Up: Jake Kellie, The Commoner – Victoria Highly Commended: Hanz Gueco, Café Paci – New South Wales Electrolux Australian Young Waiter 2014 Australian Young Waiter 2014: Gerald Ryan, Brae – Victoria Runner-Up: Brooke Adey, Chianti Classico – South Australia Highly Commended: Shanteh Wong, Quay – New South Wales Electrolux Australian Young Restaurateur 2014 Troy Rhoades-Brown, Muse Restaurant – New South Wales

waiter or restaurateur, or know of one, then enter, or encourage them to enter. Taking part in a cook-off or being quizzed on your food and wine knowledge may sound a little scary, but it’s probably fear of failure that’s holding you back. If you’ve ever pushed yourself to get to the next level, you’ll know that you can produce some pretty impressive results when you really challenge yourself. Appetite for Excellence aims to create a supportive environment for young professionals to do just that. As Gerald Ryan says, ‘It has an incredible network of peers from all different age groups and experiences. The networks you get to create are quite unique just by meeting so many leaders in the industry [from producers to restaurateurs]’. C&PM Appetite for Excellence is the ultimate national awards for young hospitality professionals. Applications open Monday 12 January 2015. For more information, visit www.appetiteforexcellence.com.

More than Morethan than More

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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

NEWS

AWARDING

Australia’s BEST BREWS

The Craft Beer Industry Association (CBIA) recently held the inaugural Craft Beer Awards – the best of Australian brewing – in Sydney. Judging was conducted over two days, with the award winners being recognised at a ceremony during Sydney Craft Beer Week.

hile Australia had been well served by statebased competitions and the long-running Australian International Beer Awards, the Craft Beer Awards are the first national competition solely for Australian craft beers.

In keeping with the requirements for CBIA membership, the Craft Beer Awards were open to all Australian brewers producing fewer than 40 million litres per annum. Organisers were thrilled to receive 280 entries from 80 breweries, with the pale ale category easily attracting the most entrants with nearly one-third of the total. Judging was conducted by 25 of Australia’s most respected beer judges over two days, with all beers being tasted blind, and great care being taken to ensure that judges did not judge their own beers. Beers were initially judged within one of nine categories, and then the gold medals were judged against each other to determine the champion of that category. In the final act of the judging, a special panel of five judges convened for the special honour of re-tasting all category champions in order to determine the Kegstar Champion Australian Craft Beer. A who’s who of Australian craft brewing descended on the Giant Dwarf Theatre in Redfern for the much anticipated awards ceremony. Guests were treated to a vast selection continued on page 20

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NEWS

continued from page 18

The Modous Operandi team – (from left) Grant and Jaz Wearin, and brewer DJ McCready of the beers entered in the awards, as well as some tasty snacks from top Sydney chef David O’Brien. The business end of the night began with the presentation of six category Champion awards. It didn’t take long for the crowd to get a taste of how the night would progress, with the first award, the Labelmakers Champion Dark/Amber Ale,

Willie Simpson (left) accepts the CBIA Services to Australian Craft Beer Award from Chuck Hahn going to Modus Operandi Brewing from Mona Vale on Sydney’s northern beaches. Modus Operandi is owned by Grant and Jaz Wearin and – along with their brewer DJ McCready, formerly of United States craft brewery powerhouse Oskar Blues – has only been operating since July. The Modus Operandi crew was soon back onstage to accept the trophy for the Beer and Brewer Champion IPA.

THE 2014 CRAFT BEER AWARD CATEGORY WINNERS: Kegstar Champion Australian Craft Beer ‘Former Tenant’, Modus Operandi Brewing Company (Sydney, New South Wales)

Champion French and Belgian style ‘Saison’, La Sirene (Melbourne, Victoria)

AIBA Champion Pale Ale ‘ESB’, 4 Pines Brewing Company (Sydney, New South Wales)

Hopco Champion Small Brewery (up to 49,999 litres per annum) Modus Operandi Brewing Company (Sydney, New South Wales)

Labelmakers Champion Amber/Dark Ale ‘Former Tenant’, Modus Operandi Brewing Company (Sydney, New South Wales)

Cryer Malt Champion Medium Brewery (50,000 to 299,999 litres per annum) Nail Brewing Australia (Perth, Western Australia)

Champion Porter and Stout ‘Black Lung IV’, Moon Dog Brewing (Melbourne, Victoria)

Bintani Champion Large Brewery (300,000 to 40 million litres per annum) Joint winners: 4 Pines Brewing Company (Sydney, New South Wales) and Two Birds Brewing (Melbourne, Victoria)

Champion Specialty Beer ‘Taco’, Two Birds Brewing (Melbourne, Victoria) Beer and Brewer Champion IPA ‘Zoo Feeder’, Modus Operandi Brewing Company (Sydney, New South Wales)

20 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

CBIA Services to Australian Craft Beer Willie Simpson

NEWS

The Two Birds Brewing team (Jane Lewis, on right, Danielle Allem on left) celebrate winning Champion Speciality Beer

The 4 Pines brewers celebrate winning Champion Pale Ale

Victorian brewers dominated the remaining awards, with the exception being 4 Pines Brewing Company winner of the Beer and Brewer Champion Pale Ale section. Awards were not given in the light lager, dark lager and wheat beer categories. It was no surprise to hear the name Modus Operandi when the Hopco Champion Small Brewery was announced. The Cryer Malt Champion Medium Brewery trophy went to Western Australia’s stalwart Nail Brewing, and the Bintani Australia Champion Large Brewery award was shared between 4 Pines Brewing Company and Two Birds Brewing. Industry legend Chuck Hahn was on hand to present the inaugural CBIA Services to Australian Craft Beer to his old friend, Willie Simpson. Simpson has a long history with craft beer in this country as a writer, brewer and evangelist for good beer.

On receiving his award, Simpson said, ‘I’m really very humbled and honoured to be the inaugural recipient of this award. The craft beer industry is really finding its legs in Australia, and it’s a great time to be part of it. After writing about the Australian craft beer scene for so long, it’s very exciting to be in it now as a brewer’. To round out an extremely successful evening for the fledgling outfit, Modus Operandi’s Former Tenant was announced as the Kegstar Champion Australian Craft Beer. CBIA Chair Peta Fielding said, ‘We were blown away by not only the quality, but the variety of brewers we have in Australia. We really feel the awards offer a unique opportunity for Australian craft breweries to be benchmarked against their local peers, and are proud the CBIA can help draw attention to these talented brewers’. C&PM

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 21

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 X CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015

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.

GAMING

AT YOUR FINGERTIPS:

five ways to advertise your club or pub BY JESSICA AZZI, ADDISONS LAWYERS

As any club or pub manager would know, the provision and advertisement of gambling services is subject to myriad restrictions, and it seems like there is no shortage of laws saying ‘no, no and no!’

he gambling laws of each state and territory apply restrictions on the advertisement of, for example, electronic gaming machines, inducements to gamble, and any connection between both gambling and the consumption of alcohol, and gambling and financial betterment. That’s without even looking at the restrictions that are imposed by liquor laws or the conditions of a liquor licence. Nonetheless, you can advertise as long as you adhere to restrictions, and the benefits of using assets that are already

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 23

GAMING

available to you – such as your customer database and your brand – can be enormous. To assist you, we have set out a list of five ways in which you can advertise.

YOU CAN (AND SHOULD!) PROTECT YOUR BRAND Before you start promoting your venue, you should make sure that your venue’s intellectual property (for example, the logo) is protected. Think of the most successful non-gaming venues in your community – restaurants, sporting stadiums and shopping centres – most, if not all, of these venues would have registered their logo as a trademark. Is your logo a registered trademark? It should be!

HANDY HINTS: The benefit of protecting your venue’s intellectual property is twofold. You will be in a stronger position to: • promote this brand (and draw more people into your venue)

Most clubs and pubs are in the enviable position of having a database containing the names of thousands of adults who live close to the premises.

HANDY HINTS: This database presents you not only with the opportunity to market your own venue, but also with the opportunity to allow third parties to market their goods and services. Before you start marketing to your database, it is imperative that you understand your obligations under legal principles relating to privacy, anti-spam, outbound marketing calls and other direct marketing restrictions.

YOU CAN USE SOCIAL MEDIA TO MARKET YOUR VENUE Encourage customers who visit your venue to also like you on Facebook and follow you on Twitter. This way, you will be able to engage with these customers online every day, and you will also be able to promote your venue to their network.

HANDY HINTS:

YOU CAN USE YOUR DATABASE

Under competition and consumer law, your social media pages, including posts left by customers, will be considered to be advertisements for your venue. That is, your venue is liable for any misleading or deceptive statements made on these pages, including statements made by customers.

Do you notice how almost every time you stumble across an online store for the first time, you are offered a gift voucher if you sign up to the mailing list? This is because a customer database is one of the most valuable assets that you can own.

The gambling regulator in South Australia has also taken the view that these pages are advertisements, and requires gambling venue operators to post responsible gambling messages on their social media pages. A similar view may be taken by other gambling regulators.

• defend your brand should any third party attempt to use your brand to promote third-party goods/services.

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GAMING

Facebook and Twitter each have polices relating to gambling. Ensure that you are familiar, and comply, with these polices.

Instagram account – the customer who submits the most creative entry is the winner.

YOU CAN USE YOUR LOCAL SPORTING

You should obtain rights to the intellectual property in your customers’ photos (this entitles you to use it!). We recommend that, under these terms and conditions for any game of skill competition, your venue owns the intellectual property in the entry or has a licence to use it. That way, if you are particularly impressed with the entries that you receive, you will be able to use them in future marketing material for your venue.

TEAMS TO PROMOTE YOUR VENUE For example, post a photo of well-known players dining at your restaurants, or display your brand at their training grounds.

HANDY HINTS: Usually, you will need a formal sponsorship agreement in place, especially if the team is a first-grade team; however, if it is a lower-tier team and/or your venue has an existing relationship with the team and/or club, you may not require a formal written agreement.

DON’T FORGET THE RESPONSIBLE

Where a written agreement is not in place, ensure that any expectations and terms relating to payment are settled in advance.

Under a strict legal interpretation of the laws of some jurisdictions, using the incorrect responsible gambling message is a criminal offence. When was the last time you checked the formal requirements? C&PM

YOU CAN CONDUCT A COMPETITION For example: ‘Visit one of our restaurants to enter the draw to win a trip to Las Vegas!’

HANDY HINTS: In New South Wales, Victoria, South Australia and the Australian Capital Territory, a competition that uses an element of chance to determine the winner (for example, a draw) requires a permit, unless an exception applies. ALL advertising for the trade promotion must include the permit number. You can conduct a game of skill without a permit. For example, ask customers to upload a photo of their favourite meal at your restaurant to your venue’s Facebook or

GAMBLING MESSAGE! Each state and territory has its own requirements around the specific wording of the responsible gambling message.

WANT TO KNOW MORE? Please note that this article is intended as a general overview only and not as legal advice. The gambling law team at Addisons Lawyers has significant experience advising gambling operators across all aspects of their business, including advertising and marketing. Please feel free to contact Jessica Azzi if you have any questions and/or require specific advice. Phone: +61 2 8915 1083 Email: jessica.azzi@addisonslawyers.com.au

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 25

GAMING

THE PRICE LOYALTY

BY TOM STREATER, DWS HOSPITALITY SPECIALISTS

In December 2013, the Victorian State Government passed the Gaming Regulation Amendment (Pre-Commitment) Bill 2013. Like many legislative changes affecting gaming operators (think smoking and ATM bans), this change sees Victoria moving ahead of the rest of the nation’s liquor and gaming regulators.

26 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

he Bill requires that all operators of electronic gaming machines (EGMs) be linked to a statewide pre-commitment system by December 2015. For this to occur, EGMs need to be equipped with a range of new hardware, such as card readers, LCD screens, and so forth, either at an up-front capital cost to venues or, more likely, through an agreement with a systems provider to install the hardware on a ‘per EGM per day’ charge basis. There is a silver lining for EGM operators, though. The mandating of card-based pre-commitment creates an opportunity for Victorian venues to offer card-based gaming loyalty – something already offered widely in New South Wales and Queensland. And while the opportunity is conditional on certain regulatory impositions being met (for example, the promotion of loyalty programs must be subordinate to

GAMING

the promotion of pre-commitment, prohibition of gaming messages on loyalty cards, functionality to set limits on time/ losses, et cetera), it is an opportunity for venues all the same. The costs appear to be both tangible (per EGM per day fee payable for the provision of hardware) and intangible (the burden of meeting regulatory requirements). But let’s be frank: venues will be meeting those costs whether they introduce loyalty or not. That is, these are the costs of pre-commitment rather than relevant costs of loyalty. Do the benefits of a well-devised loyalty program outweigh the relevant costs?

• Who is rewarding my loyalty through allowing me to accrue points at a premium to other venues? Can I redeem them easily for the reward that I want? Do I win prizes at the kiosk? Do I have a special offer to redeem? Of the points listed, it’s the final one that can assist with winning the driveway test and growing market share. A good loyalty program will likely achieve the following five benchmarks: 1. 0.5–1 per cent rebate paid to players over and above their carded win (a sliding scale depending on the player’s loyalty level) 2. seventy per cent carded play 3. seventy per cent redemption of points/benefits

UPSETTING A VENUE’S TOP 100 PATRONS IS POTENTIALLY COSTLY

A market-leading loyalty program is not a silver bullet that guarantees improved gaming performance. Other factors for gaming success must still be met. Factors such as investing in new machines, making sure that those machines are the right machines for your venue’s players, and providing a quality service experience, a pleasant environment, quality smoking areas, and ample parking are paramount. A market-leading loyalty system can complement those other factors and be a key part of your venue winning the ‘driveway test’. The driveway test is what the player goes through when leaving their home and deciding which venue to drive to, such as: • Which venue is conveniently located near my home and easily accessible from a large, safe, well-lit and (ideally) covered car park? • Which venue offers safety and privacy? • Can I get on a machine easily? Is it the one that I want to play? Do I feel like I’m going to have a win? • Are the staff members friendly? Do they know and use my name? Do they get me a hot or cold drink? Is the food and beverage of a high quality?

4. a clean database with players’ details, such as mobile number and email address 5. 100 per cent awareness of the program among gaming members (and gaming staff!). Even the best-designed loyalty programs will have challenges. It’s critical to have a mechanism to age/retire points to manage the liability on the venue’s balance sheet without upsetting program members. Upsetting a venue’s top 100 patrons is potentially costly. It’s also imperative to design the loyalty program so that it truly rewards your most loyal players. Lastly, loyalty programs cost money. Even though you’ll never ‘pay an invoice’ like you would for other marketing activities, loyalty is a marketing expense. The average venue in Victoria has 54 EGMs. A well-configured loyalty system for that size of venue achieving average NMR and carded play rate will equate to an annual expense of approximately $85,000 – about $7000 per month. You can either incur that extra marketing expense as the cost of growth, or attempt to offset it with savings from the marketing budget. What $7000 worth of traditional advertising, entertainment, marketing and promotions (AEMP) activities are you prepared to take away from the marketing budget? Card-based loyalty and pre-commitment are surely the biggest changes that operators of EGMs will face in Victoria over the next 12 months. Providing pre-commitment is mandatory; providing loyalty is a choice faced by all operators. The lived experience in other jurisdictions suggests that the benefits truly outweigh the cost, and that it’s not really a choice of whether or not to provide loyalty, but rather it is a challenge to provide it better than your competitors. C&PM For more information, contact Tom Streater on 0439 940 007 or tom@dws.net.au CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 27

GAMING

Is your gaming venue

PRE-COMMITTED YET?

he Victorian Government has now released the Gambling Regulation (Pre-commitment and Loyalty Scheme) Regulations 2014.

The regulations detail venue obligations in relation to pre-commitment, loyalty, player cards, player account equipment and where everything needs to be positioned within your venue. Venues will be required to ensure that they have enough player cards and brochures on hand, and that minimum stock levels have been set. A venue will be required to have a card reader and display screen installed in each gaming machine, as well as a card encoder for encoding pre-commitment cards, a keypad so that players can enter a PIN number, and a kiosk to allow players to access their pre-commitment accounts. Venues must ensure that they are pre-commitment ready by 1 December 2015, and should advise the Office of Liquor, Gaming and Racing (OLGR) of their preferred equipment rollout date by 1 December 2014, as bookings have already commenced. Failure to nominate a rollout date by 1 December 2014 may risk you having a date chosen for you. The rollout of pre-commitment in gaming venues will commence on 1 June 2015 and end on 31 October 2015. It is important to lock in your rollout date now, so that you can ensure that your equipment is installed at a date that suits you and your business. In addition to advising the OLGR of your preferred rollout date, you also need to advise information relating to the description of the equipment being installed, who is supplying it and who will be installing it. If you still haven’t made a decision about pre-commitment or just aren’t sure which provider to talk to, time is running out.

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As an authorised supplier of player account equipment, Amtek has the complete turnkey solution, including all the necessary equipment to get you compliant, as well as a team to ensure a hassle-free installation. Amtek’s precommitment player interface module integrates into all approved gaming machines in Victoria. To maximise your investment, Amtek’s player account equipment, installed in your gaming machines, provides you with an upgrade path, should you wish to add a loyalty in the future. Amtek can assist you with booking your installation date, and can provide advice and recommendations regarding positioning of equipment in your venue, including any electrical or data requirements. Amtek is the only Victorian gaming company that directly supplies all of the below products and services to your gaming venue: • gaming machine and jackpot installation and maintenance • IGS monitoring equipment installation and maintenance • pre-commitment equipment supply, installation and service. The Amtek pre-commitment solution comes with a three-year warranty, including on-site labour and parts replacement guarantee. Amtek can also arrange a finance package with no repayments until 1 December 2015. C&PM

Contact Amtek on 1300 426 464 or email info@amtek.com.au for an obligation-free quotation, covering all your pre-commitment needs

ATM

SIX FACTS about ATMs

An automated teller machine (ATM) is a vital piece of equipment in any club or pub. How much do you know about these machines? 1. The ATM is a complex piece of technology that cannot be credited to one sole inventor. Rather, the machines that we use today are the amalgamation of several various inventions. In the 1960s, after filing his 132nd patent in the United States, Luther George Simijan’s automated envelope deposit machine, called the Bankograph, was rolled out. This invention allowed people to deposit their money, and to appease the wary user, a microfilm camera within the Bankograph took a snapshot of every deposit made.

4. In the last 25 years, the number of ATMs found in Australia has steadily increased. In June 1989, the country had 4956 ATM terminals. Fast forward to September 2014, and 30,883 ATMs are located throughout Australia. This increase in the number of machines is partly due to the rise of independently operated ATMs (not owned by a big bank), which offer more flexibility for customers needing to withdraw money, and for businesses wanting to attract customers.

2. The ATM became widely accepted from 1977, when Citibank spent $100 million to install ATMs around the city of New York. These machines grew in popularity, as the ATMs were open for business even when everything else, including the banks, was closed. This after-hours availability has become a lasting source of appeal. There are now more than 2.2 million ATMs worldwide.

5. Businesses have come to realise the retail benefits of installing ATMs within their premises. According to Mike Lee, CEO of the Automated Teller Machine Industry Association, if consumers in a pub or a retail outlet have access to an ATM to withdraw money or check their balances, then the retailers have the potential to increase profits by up to 25 per cent over the course of a year.

3. For those wanting to access cash, the ATM has proven to be the dominant method for withdrawal over the past decade. In the year to June 2012, 85.2 per cent of the $177 billion of cash withdrawn from authorised deposittaking institutions (that’s $151 billion) was taken out of ATMs. This dwarfs the alternative methods available: cash out at an EFTPOS terminal and cash advances using a credit card.

6. ATMs play a crucial role in the ongoing economic cycle. As most cash withdrawals are made via ATMs, these machines are a major distribution channel for new banknotes into the marketplace, while damaged notes are taken out of circulation through other channels. With the more recent ability to make deposits through ATMs, technology is now being generated for machines to recycle deposited notes – such as Japanese technology giant Hitachi’s cash-recycling ATM, released in 2014. C&PM

30 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

ATM

MAXIMISING THE VALUE FROM YOUR ATM

ash remains the primary payment method for low value transactions. Cash is fast, simple, and cost effective. Installing a high quality ATM is the most efficient way to keep your customers cashed up and spending in your venue. James Harding, Co-owner of The Irish in Launceston recently upgraded his ATM and discovered firsthand how important a high quality ATM can be. ‘Our old ATM was slow and poorly maintained. After installing a Dash ATM we cut transaction times by 45 seconds. The result has been a huge increase in cash dispensed to our customers on our busy nights. The ATM also allows you to engage with your customers immediately prior to their next purchase, and influence their purchasing decisions towards your high margin products. Dash ATM offers high quality vinyl exterior wraps, branded screens, and a range of printed and dispensed coupon marketing options. Stewart Koziora, Co Owner of the Retail Savvy group, says, ‘Branding our ATM has allowed us to deliver additional value to our business and key suppliers, as well as creating our ATM as a unique destination point for our customers in our venue.’ C&PM

You set Your own AtM fee to MAxiMise Your incoMe we supplY high quAlitY, reliAble And secure AtMs we offer personAlised, responsive support we deliver custoM brAnding, Advertising And MArketing solutions for Your AtM “we recoMMend dAsh AtM for providing excellent service, And being willing And flexible to Meet our needs” Paul Grey, Finance Manager, EMS Group, Melbourne

For more details, contact: Paul Wrigley M: 0437 213 109 E: paul@dashatm.com.au

www.dashatm.com.au

CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015••31 X

POINT OF SALE

A POINT OF SALE INTEGRATED MARKETING AND LOYALTY SOLUTION

f you haven’t discovered the power of marketing and loyalty for your licensed club or hotel, then you must take a look at how leading point of sale (POS) systems developer H&L Australia has integrated the Zen Marketing & Loyalty solution with their POS solution. The H&L POS integration with Zen Marketing & Loyalty takes the guesswork out of marketing for venue operators. The solution enables venues to launch customer loyalty programs, accept gift cards and feed information to an internet-based sales reporting system. The powerful Zen Sales Reporting System allows operators to track actual statistics, both live and historically. The information collected includes location of purchase, product, staff member, cost and number of transactions. With the addition of Mobotix surveillance, operators can also easily view live or historical footage that is matched to POS transactions at any terminal throughout the venue. H&L Australia believes that no other loyalty scheme comes close to getting more customers to hospitality venues. • Gift cards – great for cash flow, gift cards can be sold and charged up with any value, at any POS terminal. • 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 to turn on by date range or time range. Pre-allocate the time a special starts, the time it is to switch off and the products it is to impact on. At the end of that promotion, receive extensive reporting on what has sold and its profitability. • Multimedia marketing – deliver powerful messages on digital screens throughout the venue. These messages can be scheduled to appear at relevant times, at relevant locations. • Sales reporting – powerful live and historical sales tracking, accessible both remotely and on premises.

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• Member reporting – in-depth analytical features to manage, monitor and create powerful marketing campaigns. • Mobotix Surveillance – to assist with tracking and auditing. The integration of Mobotix Surveillance to the H&L POS also ensures that managers are able to instantly see what’s going on around them from their nearest POS, or at any other terminal throughout the premises. This is extremely beneficial during peak times to safeguard employees and the property. Venues adopting POS with Zen Marketing & Loyalty or POS with Mobotix Surveillance will benefit from greater, streamlined control. C&PM For more information on our POS with Zen Marketing & Loyalty, please contact H&L Australia on 1800 778 340, or visit www.hlaustralia.com.au/ solutions/marketing-loyalty-solutions.html. For more information on our POS with Mobotix Surveillance, please contact H&L Australia on 1800 778 340, or visit www. hlaustralia.com.au/ solutions/surveillance-solutions.html. Burt Admiraal, Director of Business Development & Marketing, H&L Australia M: 0418 550 005 E: burt@hlaustralia.com.au

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

POINT OF SALE

PAY-AT-TABLE TECHNOLOGY The recent change to the point of sale rules that have seen the end of signature credit card payments presents a good opportunity for club and pub managers to implement other, more convenient payment methods for customers, such as pay-at-table technology.

ay-at-table is available on both credit and EFTPOS, and is offered by some banks, as well as PayPal and some other external providers. The technology is provided through apps, and allows customers to view and pay their bills on their smart phones, without having to line up at the cash register. Pay-at-table technology through PayPal was tested earlier this year at Sydney’s bustling Bravo Trattoria restaurant. The restaurant’s owner, Robert Gugliotta, said that the technology proved to be ‘a cost-effective solution’ that has ‘negated what would have been a substantial investment in new fixed terminals or mobile upgrades to comply with the new standards. ‘It’s also freed up my staff to focus on delivering exceptional customer service while ensuring our patrons don’t have to spend any unnecessary time waiting to pay their bills.’

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POINT OF SALE

IT IS IMPORTANT FOR VENUES TO ASSESS THE POSITIVES AND NEGATIVES ASSOCIATED WITH PAY-AT-TABLE TECHNOLOGY, AND WHETHER IT IS APPROPRIATE FOR THE CLIENTELE HOW DOES IT WORK? The technology requires customers to ‘check in’ to a participating venue (which is confirmed by the phone’s GPS) on their chosen pay-at-table app, and enter their table number when prompted. The app will then display the customer’s bill details and payment button. Many apps also have a tipping function, where patrons can choose to tip for their meal either by a percentage or a fixed amount, or not at all. Individual split bills can also be calculated for groups of diners.

POSITIVES There are numerous positives of the payat-table technology, besides speeding up the payments process and eradicating queues, which will please both customers and staff members. In addition, venues may be able to hire fewer wait staff, resulting in reduced labour costs. Furthermore, the tracking capabilities of pay-at-table apps allow businesses to better monitor customer data, including tips, orders and total spend. And, finally, pay-at-table payments offer increased security for patrons by eradicating the threat of credit card skimming, because customers are not required to hand over their card to complete the payment.

NEGATIVES As with any new technology, pay-at-table systems are not perfect, and venues must weigh up the positives and negatives to

determine if pay-at-table is appropriate for them. The main issue cited by venue managers is the potential for lost revenue through walkouts. As no-one is monitoring payments, venue managers must rely on the honesty of their patrons to go through with the final payment when they’ve finished their meals. Of course, this system could also work in a venue’s favour; showing trust in your patrons to do the right thing can earn your business customer loyalty. Reduced customer contact could also be a negative for venue managers, as face-toface interaction allows your staff to gather feedback about patron dining experiences and gauge satisfaction. Overall, it is important for venues to assess the positives and negatives associated with pay-at-table technology, and whether it is appropriate for the clientele. For instance, older patrons may be happy to wait in line to pay for their meal, rather than doing so over the internet, while younger customers who are more au fait with technology might prefer to speed up the whole process. Given these different patron needs, and the somewhat limited take-up of this technology at this point in time, it seems unlikely that pay-at-table technology will completely replace face-to-face payments, at least in the short term. Incorporating pay-at-table technology in these early days could prove to be a shrewd decision – keeping customers happy and staying one step ahead of competition. C&PM

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 35

ENTERTAINMENT

Why clubs and pubs are switching to the

COMPLETE SOLUTION

unning a successful club or pub means providing everything from drinks, dining, gaming and courtesy buses, to music, visuals, promotions and events. Being able to do all of these efficiently sets the best clubs apart with superior service. Luckily, you can manage your music, visuals, promotions, raffles, functions and more all from one system by market-leader Nightlife Music. Current Nightlife client Frankston RSL says, ‘Nightlife has made running our entertainment easy. Instead of dealing with multiple suppliers, systems and hardware, we manage our music, raffles, promotions and visuals from one spot, and we use their mobile apps to do it all while on the go. The support we receive from the whole team at Nightlife is nothing short of outstanding’.

NIGHTLIFE SYSTEM FEATURES The Nightlife system is the most capable on the market, and their proprietary software means that they are constantly innovating and responding to their clients’ feedback. The results of this are powerful and flexible systems that are time-tested and market-proven. Here are just some of our favourite features:

WHY NIGHTLIFE MUSIC? Nightlife Music has been supplying entertainment solutions for over 25 years, and they are the experts in music management and multifaceted solutions. They hand-pick, expertly curate, and manage music and visuals to suit your space, engage your patrons, and increase dwell times. They then deliver this in a market-proven proprietary system that integrates a digital advertising platform, random number generator, bingo, karaoke and more.

BENEFITS OF ONE SYSTEM Having one system that runs all your entertainment centralises your resources and creates synergies. Here are just some of the benefits of an integrated Nightlife system: • convenience of entertainment management from apps • features working together seamlessly • automation from in-built scheduler, including timed features like ‘The Ode’ • consolidated hardware and administration costs • security of 24/7 support from one company.

36• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015 X

NEW TECHNOLOGY Nightlife Music is driven by innovation, and its latest releases let you manage your entertainment from your mobile device or computer. These include: • Manage My Nightlife – mobile app for controlling music and visuals, and triggering games • Web App – plan your advertising, promotions and content from your computer, and manage multiple venues from one place • CrowdDJ – brand-new customer app letting your patrons interact with your music, creating opportunities for loyalty-building and reward. Whether you are looking for a simple, one-venue music solution or a multifaceted, multi-venue, integrated system, Nightlife Music will develop a solution that suits you. C&PM Call Nightlife on 1800 679 748 or visit www.nightlife.com.au for more information.

KIAMA GOLF CLUB

STAND OUT

HOSPITALITY EXPERTISE

EASTS LEGENDS BAR

KIAMA GOLF CLUB

ST JOHNS PARK BOWLING CLUB

Architecture | Interior Design | Project Management

Contact Richard Cullinan (02) 8090 3320

ENTERTAINMENT

LIVE MUSIC Live music is a great way to bring new people into your venue and retain your current patrons – and even keep them in your venue for longer. As such, it helps to think of your musicians as your business partners. So, where do you start? How do you find a great band and prepare your venue for live music? PREPARING YOUR VENUE

POWER SUPPLY

SPACE

Make sure that there are at least three standard plug sockets as close as possible to the stage area. Most bands will bring extension leads and power boards with them, but providing accessible power outlets will make set-up easier – and make the site safer.

ifferent bands require different amounts of space; for instance, a four-person rock band is going to need much more floor space than a solo acoustic artist. Ask the band’s manager how much space is required before booking. Ensuring adequate stage space for your performers reduces the risk of injuries and damage to equipment, and keeps your performers happy so they’ll want to rebook with you for future gigs. It might also be a good idea, depending on the venue’s layout, to ask the band to arrive early to set up their equipment (before the dinner rush) – nobody wants to have their meal interrupted by equipment deliveries or sound checks. The band may charge an extra fee to arrive early, but in many cases, this is a worthwhile investment. Bear in mind that many bands require around an hour for sound check.

38 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

ACCESS Ideally, bands will be able to park their vehicles within a few metres of the stage area entrance. Speakers, instruments and amplifiers are heavy, and carting equipment across roads, down long corridors, up stairs or in and out of lifts poses a safety risk, as well as a risk to the equipment. Making your venue’s trolleys (or several strong staff members) available to the band for set-up is good practice, and can help to ensure that schedules are met.

GREEN ROOM If possible, a green room should be provided for the band. This is a private room where they can relax, prepare, warmup, and store their things while performing. The band

ENTERTAINMENT

should be shown their room upon arrival and should be the only people with access to the room until their departure.

members, as well as a reviews section and at least one track that you can listen to online.

SCHEDULES

EQUIPMENT

Inform the band of your schedule for the evening, taking into account the time that your venue must cease live music. It is common for bands to play an encore, which they will factor into their schedule.

Before booking a band, find out what equipment you need to provide. Most bands will bring everything they need – make sure that they have professional-quality equipment, including amplifiers, speakers, instruments and microphones. Booking a band that needs to use your venue’s equipment is fine too, if you have what they need.

FINDING A BAND So, you have your band area all prepared and ready for Friday night. But how do you choose the perfect band to bring in the crowds?

WHO’S WHO Firstly, you need to decide on what type of music you will be providing for your patrons. To do this, you’ll need a clear idea of your venue’s target demographic. Take note of the age groups in your venue on the day that you plan to book your band, and consider surveying your patrons about their favourite local band or genre of music. Next, find out who the local bands are by investigating who’s billed to play at other venues, taking note of event posters and flyers, scanning community noticeboards, checking the calendar listings in local entertainment magazines, and browsing the internet for bands near you. You could also contact a local artist booking agency, which will recommend a band for you. Choosing a band with a big, loyal local following will also mean more patrons for your venue on the night.

DEMO Once you have a short list of potential acts, check out their websites for samples of their music, or request a demo CD. If you can’t find much information on an artist’s website, or they don’t have a website at all, check the Triple J Unearthed site (www.triplejunearthed.com), which includes information on emerging Australian musicians, including location, music genre, gigs, musical influences and band

EXPERIENCE While a band might sound great on their demo or website, that doesn’t mean that they will sound great live. Performing live requires more than just talent – an expectant crowd, bright lights, and an unfamiliar environment can be nerve-racking and can get the better of inexperienced musicians. Check that the band you’re interested in has experience playing live, and, if possible, speak with the managers of venues who have booked them previously to get an idea of how the artist performed. Having said that, it can be rewarding to provide an opportunity to young, inexperienced local musicians, who also bring lots of friends and family members for support. It often works well to have a mix of established and up-and-coming acts.

COST Like with most things in business, you get what you pay for – and you won’t gain from skimping on your entertainment. Invest in a professional act; they are likely to be quality performers and to have high-quality equipment that won’t malfunction. Live music, and the bands that you choose to perform at your venue, can be a great point of difference from your competitors. Your live entertainment should be thought of as another product that you’re offering patrons – quality is important, just as it is for your food and beverage offering. Choose your acts wisely, and you’ll be rewarded with a full house and happy patrons. C&PM

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 39

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

40 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

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

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • X

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

ENERGY AND LIGHTING

ENERGY-EFFICIENT LIGHTING AND ENVIRONMENTAL CONTROL SYSTEMS helping businesses reduce energy costs

ll buildings have the potential to use energy in a more efficient way. With energy prices on the rise, innovative strategies and technologies, including energy-efficient lighting and environmental control systems, are allowing businesses to offset and often improve their commercial positions. 3G Energy Solutions is a business partner sharing its expertise in this complex area. 3G assists organisations in sifting through the overabundance of information (which can sometimes be confusing and misleading) in this space, and works to uncover opportunities to manage waste and inefficiency, and implement innovative solutions.

SUSTAINABLE COMMERCIAL AND ENVIRONMENTAL OUTCOMES With new technologies and solutions increasingly recognised as a lever for ongoing commercial success, businesses are looking to harness them to reduce their carbon footprint, increase energy efficiency and improve the working environment for employees. 3G Energy is focused on, and committed to, delivering intelligent solutions that assist business leaders in their charter to achieve this, while working within a responsible environmental and social framework. Some of the benefits include:

as part of the audit) will cover hard costs associated with installing new technology and still reduce operating costs. Engage 3G Energy Solutions to conduct a commercial energy audit of your premises. Expert energy and lighting consultants will help you uncover and harness the potential within your business. C&PM

ABOUT 3G ENERGY SOLUTIONS 3G Energy Group is the natural evolution of Argus and L+O Technologies, established in 1975 and built on unparalleled levels of service delivery. Consistently exceeding customer expectation, L+O Technologies has become one of the country’s largest quality electrical services companies, delivering turnkey energy-efficiency solutions. 3G Energy Solutions Services include: • energy-efficient lighting • intelligent lighting • VMS – venue management solutions • voltage optimisation/stabilisation • power factor correction • renewable energy solutions

• significant sustainable reductions on power cost

• water conservation measures

• improved health and productivity

• heating, ventilation and air conditioning

• increased asset value

• smart metering

• significant and sustainable reductions in carbon emission

• auditing – NABERS and BEECs

• optimum building performance

• VEET and ESCI certificates

• excellent return on investment.

• energy auditing Level 1, 2

Undertaking an energy audit is the first step in understanding your business’s energy expenditure. In turn, it provides an opportunity to assess current technology and practices, with a view to isolating areas for improvement and energy recovery – new, better technology and financial rewards.

• city grid consultancy

3G Solutions can also provide financed solutions, and, in most cases, the potential for cost savings (calculated 42• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015 X

• energy performance contracts • energy procurement • Green Star design • solar and wind.

LOOK AROUND – how many energy consuming devices can you see? Do you know what they are actually costing you to run? Chances are you can do better using Voltage Stabilisation. Voltage Stabilisation is a method of stabilising incoming energy supply to your premises, reducing wastage and cost as well as optimising supply for your specific requirements and equipment. 3G Energy Solutions is a business partner sharing its expertise in this complex area of Supply Stabilisation, Lighting, HVAC, Renewable Energy and Environmental Control. We are assisting businesses all over Australia to reduce the burden of energy costs by identifying opportunities where more efficient technology can be used – not only to save money, but to reduce carbon footprint and improve the staff and patron experience. 3G Energy Solutions – applying technology and good business sense to deliver sustainable Commercial and Environmental outcomes.

www.3Genergy.com.au 1300 346 749

ENERGY AND LIGHTING

It’s easy

BEING GREEN Is your venue doing its bit to ensure environmental sustainability? Running a sustainable and environmentally friendly venue is a challenge that many in the club and pub industry are facing.

t a time when business is becoming increasingly environmentally conscious, it is important to ensure that venues are aiding the national endeavour by adhering to eco-friendly practices. There are various programs and tools available to managers of such businesses to help with the burden of change. One such tool is Restaurant & Catering Australia’s Green Table program, which promotes sustainable practice, encouraging venues across Australia to change their ways for the better. While its aim is to increase awareness within the hospitality industry of the ways in which venues can be more environmentally friendly, this program also includes a certification scheme that allows venues to display their Green Table credentials. In order for a venue to ‘go green’, the Green Table program requires clubs and pubs to: • recycle all paper material, glass and metal • send food waste to compost or green waste • use appropriate stock management techniques to reduce waste in general • use natural gas to run stoves and ovens (where gas is used), use a minimum of 20 per cent green electricity, or offset a minimum of 20 per cent green electricity • replace all light fittings with energy-efficient globes

44 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

ENERGY AND LIGHTING

• install water-efficient, low-flow taps on all faucets • install dual-flushing toilets or dual-flushing cistern valves in toilets • reduce water use and energy consumption • use biodegradable and non-toxic cleaning products • use products that are recycled, that can be recycled and that are biodegradable wherever possible. This program has become increasingly popular among facilities managers and building owners, with various venues taking the plunge and adopting environmentally friendly practices. One such venue is the Spirit House Restaurant and Cooking School in Queensland. This popular Asian restaurant, which has won the coveted One Hat Award – Good Food Guide, Queensland 2007–2013, is set amid the lush tropical gardens of the Sunshine Coast. As such, it recognises and understands the importance of incorporating environmentally friendly practices – especially as not doing so could have a major impact on the land on which it’s set. The Spirit House Restaurant focused on the following elements: • Saving water – the venue introduced a number of checks and changes that could be incorporated into everyday work settings and management procedures. One of these changes was recycling rainwater. • Energy savings – the venue subscribed to a number of programs and initiatives to reduce its energy usage in order to reduce emissions. These programs looked at reducing the energy associated with hot water services, setting the thermostat to 65 degrees Celsius; heating and cooling (air conditioning), setting the thermostat to 21.5 degrees in the winter months, and 23.5 degrees in

VENUES CAN EASILY INCORPORATE CHANGES IN THEIR DAYTO-DAY SCHEDULES AND BUDGETS summer; lighting, changing light bulbs to energy-efficient globes that have not affected the quality of lighting, but have instead reduced the venue’s energy expenditure by 80 per cent; and kitchen equipment. • Recycling – the venue has ensured that waste is properly disposed of. Introducing these sustainable practices is not only beneficial to the environment; it also has the potential to reduce the costs associated with running a club or pub, as smart operators in the industry are increasingly becoming aware. Sustainability is not a passing fad; it has increasingly become a way of life for many, and businesses are hopping on board when it comes to reducing their energy use and waste. Venues can easily incorporate changes in their day-to-day schedules and budgets. Ensuring that waste is disposed of and recycled correctly, and switching to more energy-efficient light globes are just two simple examples of how club and pub managers can move towards sustainability. In this day and age, it’s becoming increasingly easier to be green. C&PM

More Restaurant & Catering Australia programs can be found at: www.restaurantcater.asn.au/indexphp?tgtPage= employment. For more information, call 1300 722 878.

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 45

ENERGY AND LIGHTING

PAYING TOO MUCH FOR ELECTRICITY? By Shannon Mizen, Alinta Energy Business Sales Manager

here is a world of choice and value in the Western Australian electricity market that many businesses are unaware of.

In 2006, limited deregulation led to part of the electricity market becoming open to competition. A business may be able to choose their electricity retailer if consumption at their site is more than 50,000 units of electricity (kilowatt hours) in a year. In financial terms, if your business spends approximately $1,200 per month per meter, you are ‘contestable’. Competition encourages suppliers and retailers to focus on customer needs through improved service, value-add initiatives and competitive pricing. In most cases, where a market is deregulated, the end user wins.

IS MY BUSINESS CONTESTABLE? There are some simple indicators that your business may be contestable: 1. If the daily usage on your electricity bill is more than 137 units per day. 2. If your average monthly spend is greater than $1,200. 3. If you have had an electricity contract for your site. If you are contestable, you are able to choose your own electricity retailer.

SWITCHING TO ALINTA ENERGY IS EASY If you decide to switch to Alinta Energy, we will manage the change for you. In some instances, you may require a meter upgrade, which will be explained to you by one of our dedicated account consultants. C&PM

TOP FIVE TIPS FOR MANAGING YOUR ELECTRICITY IN SUMMER • Adjust the temperature with the season For maximum comfort, your air-conditioner thermostat should be set between 23 and 25 degrees Celsius in summer. This adjustment can also increase the efficiency of your air-conditioner unit, helping to reduce energy consumption. • Avoid peak-demand periods Most electricity contracts are connected to a ‘Time of Use’ network tariff. This means that a higher price is charged for electricity at peak periods, and lower prices are charged during periods of lower demand. Consider adjusting energy-intensive activities to occur outside peak-demand periods. • Manage your lighting Turn off any display lighting on refrigeration equipment. For any commercial refrigerators, use a thermal cover for display units. • Control your refrigerator’s temperature Refrigerators should be optimally kept at 3–4 degrees Celsius and freezers at -15 to -18 degrees Celsius. Try using a thermometer to help accurately set temperatures and switch off any unnecessary display or internal lighting. • Cook in efficient loads and quantities Use cooking equipment to capacity and use correctly sized appliances to help meet peak-load times – fully loaded equipment uses energy more efficiently. Avoid overloading as this increases cooking time. C&PM To discuss the best electricity plan for your business, call one of our dedicated account consultants on 08 9486 3252.

46• •CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERSUMMER SUMMER2014–2015 2014–2015 X

Reduce your electricity bill with Alinta Energy

We understand the costs of running a venue and the energy it takes just to keep the lights on. We can help you save. If your premises uses more than 50,000 units of electricity per year (around $12,500 annual electricity cost) you may be eligible to switch to Alinta Energy, which could save you money. Itâ&#x20AC;&#x2122;s as simple as a phone call to one of our dedicated Account Consultants who can answer any questions about your energy management.

Call us on 9486 3252 Email us at energyinfo@alintaenergy.com.au

FLOORING

TIMBER FLOORS

he Timber Floors of the Year in Australia were announced at the 2014 National Awards for Excellence ceremony, recently held in Melbourne.

The prestigious awards, conducted by Australia’s peak timber flooring body, Australian Timber Flooring Association (ATFA), provided an opportunity for timber floor specialists to position their floors as leaders in four distinct categories: Recycled Floor of the Year, Residential Floor of the Year, Commercial Floor of the Year, and Manufacturer’s Factory Finished Floor of the Year. The awards were voted upon by all ATFA members, and were based on excellence in design, aesthetics and technical aspects, and all-round local professionals delivering world-class standards. ATFA has nearly 600 members. Timber floors represent 25 per cent of the flooring market currently, and this figure is increasing steadily.

SUSTAINABLE TRENDS Arguably, natural timber flooring is more energy-efficient than other surfaces, uses less energy and releases fewer greenhouse gases in its production, and is a sustainable resource. This has led to an increased popularity in the use of recycled timber, which lasts hundreds of years, and can add character and uniqueness to a property.

ARE YOU THINKING ABOUT GETTING A TIMBER FLOOR INSTALLED? Timber flooring, available in many product types, can be laid over a variety of substrates – from timber board products to concrete slabs. This makes timber flooring ideal for renovation work, as well as new homes; however, with all of the choices available, the task can seem a little daunting. Consumers can get a quote directly from an ATFA member simply by posting on the ATFA website. You set the timelines and conditions, and ATFA sets a quality standard for quoting members to apply.

48 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

So, if you’re a home owner, insurance company, builder, project company, architect or retailer, just complete the project template and then expect to hear from ATFA timber flooring technicians wanting to provide a quote for you. The ATFA Consumer Guide to Timber Flooring is free and can assist with many of the decisions in the template if you are undecided, and the Timber Flooring Systems information sheet will assist with the type of floor and installation system you choose.

TIPS ON HOW TO KEEP THE BEAUTY IN YOUR TIMBER FLOORS There are many simple things that owners can do to maintain the character and beauty of their timber floors. Curtains, tinted glass or similar should be used to protect floor areas from intense sunlight, and mats, both inside and out, are an effective means of trapping grit, which can scratch floor surfaces. Heavy furniture needs to be carefully positioned without being dragged. Similarly, the feet of chairs and tables should have felt pads or protectors applied. A regular cleaning program should also be considered to ensure that your floor remains in pristine condition. Antistatic mops are effective for collecting dust and grit. There are many finishes on the market, and different products are suitable for different finishes. Each solid timber floor is also unique, and for this reason, these floors are highly valued and are the feature of many homes and venues. If you require more information on timber flooring, whether it be solid tongue and groove or parquetry, engineered, cork, laminate or bamboo, you can visit the ATFA website. C&PM For more information, contact Jacki Mitchell, Marketing & Communications, ATFA, on 0419 572 720, or email comms@atfa.com.au. The ATFA website, www.atfa.com.au, also has plenty of free literature and information for customers and contractors.

FLOORING

THE PRESTIGIOUS FLOOR OF THE YEAR AWARDS HAD FOUR MAJOR CATEGORY WINNERS: RESIDENTIAL FLOOR OF THE YEAR

RECYCLED FLOOR OF THE YEAR

Three-dimensional parquetry made from Australian ironbark, jarrah, and European oak, featuring 30 square metres (192 diamonds per square metre). It took three months to complete by hand for a private home in Burleigh Heads, and was designed and installed by International Parquetry Floors (Queensland). In dramatic tones of oak, walnut, cherry, pine and maple, 6000 pieces of timber were individually hand-cut in International Parquetry Floors owner Alberto Vieira’s backyard in Burleigh Heads on the Gold Coast.

This category was won by Hilston Wood Floors (Queensland) 17th-century French oak timber floor (sourced from a Jesuit College in France), salvaged and installed in a private home on the Sunshine Coast. The project was 200 square metres in size.

‘The client wanted something totally special and absolutely unique, and I think we achieved that,’ says winner Vieira.

FINISHED FLOOR OF THE YEAR

THE COMMERCIAL FLOOR OF THE YEAR

‘We wanted the floors to look a few hundred years old to match the homestead look the client wanted to achieve,’ says Hilston Wood Floors owner Jim Hilston.

THE MANUFACTURER’S FACTORY This category was won by Pacific Floors (Victoria).

This category had dual winners: Bosch Timber Floors (Western Australia) and D. Borthwick & Sons (Victoria).

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

Impervious non-slip impact with abrasion resistance

•

Will not harbour Bacteria

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

•

High/Low temperature tolerant & chemical resistant

•

Full range of textures & colours available

•

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

•

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

•

Installation 7 days a week, 24hrs a day

1800 769 738 roxset.com.au

HEALTH & SAFETY FLOORING

21/07/14 9:04 AM

CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 49

INTERIORS AND ARCHITECTURE

RISE OF THE PHOENIX

50 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

INTERIORS AND ARCHITECTURE

Sydney’s popular Annandale Hotel has risen from the ashes – and has a new look to accompany its rebirth.

he infamous Annandale Hotel, located in Sydney’s inner west, reopened its doors earlier this year, with an impressive new look and ethos.

After the hotel’s previous owners, brothers Dan and Matt Rule, closed the doors of the legendary watering hole, Oscars Hotels – a group that owns pubs such as Bar Century and Strattons – snapped up the opportunity to revitalise a decaying venue, with the hope of bringing life back into the area. The old hotel, with its sticky, beer-soaked floors, barren interior and dark, musty atmosphere, is no more. ‘The Annandale Hotel’s new look couldn’t be further from the original, albeit much-loved, sticky-floored boozer that used to inhabit the space. Structurally, we’ve moved the stage down to the Parramatta Road side of the venue, extended the band room and the bar, ripped out the carpet and replaced it with tiles, and really opened up the courtyard – it’s gone from a bit of a poky smoker’s courtyard to a large, airy space with plenty of natural light and space. The whole effect is just a more open, inclusive space for people to enjoy, while still offering some intimate corners and booths for groups and events,’ says Oscars Marketing Coordinator Jared Barry. Today, the hotel ticks all of the contemporary – and trendy – pub design boxes: elegant lighting arrangements with an industrial feel, exposed brick walls, and vintage furniture that patrons remember from their childhoods, all finished with a sleek, shiny (copper) black bar standing stark against the furnishings. This is not the first revamp that the pub has seen. According to Barry, ‘The Annandale Hotel is the phoenix of Sydney’s pub scene; it’s had many reincarnations over the past few decades, the most famous of which was as the Rule brothers’ iconic rock‘n’roll institution, famous for wild nights, big names and crippling noise complaints.’ ‘The Annandale’s importance to the community was evident when Matt and Dan Rule launched their “buy a brick” campaign in the hope to pay off the fines from noise complaints. The community banded together, along with bands that had previously graced the stage, and bought plaques with their names on them in a last-ditch attempt to save the venue.

‘When Oscars Hotels bought the venue, its history was written all over the walls – from the plaques outside bearing the names of everyone from Midnight Oil to the locals from up the street, to the signed band posters adoring the inside walls. It was clear that this was an important piece of Sydney’s music history, and we vowed to respect and continue that history in our new Annandale Hotel.’ According to Elaine Richardson, the project’s architect, the design vision for the project was based around the following facts: • ‘The Annandale Hotel has a rich and vivid history of music. It holds great memories for a lot of people, and while we weren’t able to continue that legacy in its basic form, we wanted to retain some rock‘n’roll roots. Rock is grungy, real and dark, and we aimed to follow those lines rather than to create something minimal or glamorous. This was reflected in our choices of materials. • The building still had many beautiful original features and we loved every one of them; retaining those features or re-using them was also central to the philosophy. • Finally, on a practical level, creating spaces that people could enjoy and relax in for hours was also vitally important. ‘Our design vision was based on retaining the spirit of the original building and its particular features, while respecting the rock heritage and, within that, creating a welcoming and comfortable place to come and drink and eat. ‘The main bar is our stand-out item; it is copper-fronted, with a copper top, and turquoise and copper tiles behind it, complemented by brass cladding. It is the feature of the front room. The majority of the rest of the room retains much of the original design and materials. ‘The courtyard is great; we’ve really opened it up and the whole back wall is lined with glass windows and doors CLUBS AND PUBS MANAGER SUMMER 2014–2015 • 51

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scavenged from all over Sydney. It really opens the place up, and, as it is north-facing, the whole area is just flooded with natural light and sun. ‘We’ve tried to create a subtly different atmosphere in each room and space, and, due to the nature of the venue, there are five spaces we had to work with. This adds a lot of interest for our customers, as they get to choose their favourite spot. Feature wallpapers and tiling helped a lot with this, as well as the general structure of the rooms; for example, the intimate nature of the green room and the wide openness of the main band room. ‘We’ve tried to lighten the place up with point-of-interest walls in some of the smaller areas. The old green room, in particular, features a stunning monochrome backdrop and a large leather couch – perfect for small groups looking for some privacy – and the side bar with dining booths has a cosy feel, enhanced by the droplights that hang over the bar.’ Undertaking a project of such scope often involves much planning before commencing the physical transformation, from which the team at Oscars did not shy away. Barry says, ‘The designing and decorating process went quite smoothly; we had a few brainstorming sessions about what concept we wanted the pub to embody and, of course, that changed over time as the hotel got closer to opening. ‘For the broad concept and design, we worked very closely with a fantastic local architect, Elaine Richardson. We’d seen her refurbishments around Sydney – such as the Henson Park Hotel in Marrickville, and the Bat and Ball in Surry Hills – loved her work, and thought she would be perfect for our vision.

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‘The smaller features were added by everyone slowly over time – from antique benches to hand-made cutlery holders – and the process is ongoing. We very much believe that the heart of a venue lies in the staff [that is] there every day, forming relationships and growing the establishment, and, over time, they are adding their own little touches to the venue and giving it a unique and organic personality.’ Such an ambitious redesign is unfortunately rarely free from hiccups – a fact that those working on the Annandale transformation soon discovered. According to Barry, ‘Some of the building and painting processes took longer than expected, which delayed the decorating side of things, along with practicalities such as furniture and stock. On our opening day, from early morning until about 20 minutes before guests started to arrive, we had about 50 people from all over the Oscars group – builders, bartenders and management alike – frantically wiping down surfaces, putting together benches and chairs, and stocking fridges and shelves. It was a huge group effort, and everyone was exhausted by the time we finally felt ready to open the Annandale’s doors to the public for the first time. But it all paid off; the night was a huge success, and the hotel looked amazing’. When asked what advice he would give to venue managers and owners looking to renovate and redesign their establishment, Barry advises: ‘Don’t be afraid to take your venue in a completely new direction. Even the most wellloved space needs a revamp to keep it up to date and competitive in the swiftly changing hospitality scene. As long as the concept is true to the heart and soul of your venue, it will be a success’. C&PM

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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, our experience is that welldesigned outdoor entertainment areas can add significantly to the bottom line of any venue. We spend as much time developing the look and feel of outdoor areas in the venues that we design as we do with the interior spaces. For an outdoor area to be successful, there are three elements that we consider in our 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

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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. We often take into consideration the orientation and prevailing winds when planning an outdoor area. In one extreme case, Bergstrom Architects 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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THE TERMINUS HOTEL

awoken from its slumber

BY GIULIA HEPPELL

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A Melbourne hotel has come out on top after incorporating some truly inspired – and ingenious – design techniques.

ffectionately known as the ‘grand old lady’, the Terminus Hotel has experienced a rejuvenating revamp in recent months, completely transforming an old favourite into a majestic new love. The iconic ‘local’ was rescued from its destined demolition in 2012 by the Sand Hill Road Group, which is also responsible for the success of the Richmond Club Hotel, Holliava, the Bridge Hotel, the Prahran Hotel, and the Post Office Hotel. ‘When we all heard that the Terminus Hotel was slated for demolition, we decided then and there that we had to try to save it. Having lived in nearby Buckingham Street for years, the Terminus was our local, and it’s an institution that none of us wanted to see disappear,’ says Matt Mullins of Sand Hill Road.

The Terminus’s redesign is just one of the many artful resurrections of suburban pubs over the past year. For the project, the Sand Hill Road Group sought the expert services of Technē Architects, who collaborated on the project. The group provided the architect company’s director, Justin Northrop, with two key instructions: deliver a unique design that caters for today’s patrons while also acknowledging the venue’s illustrious past; and create a lush garden space offering local residents respite from the surrounding concrete jungle, and a meeting place for their family and friends. The end result is a spectacular space that easily connects the inside with the outdoors, allowing the spaces to flow easily into one another, and resulting in a design that is hard to forget. ‘The venue has been almost completely dwarfed by apartment developments in recent years, and it seemed entirely appropriate to provide a lush oasis for patrons surrounded by the ever-increasing urban sprawl. The challenge was creating a space that provides an increasing level of amenity, while also retaining the much-loved character of the pub,’ explains Northrop.

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While the exterior remains much the same, painted in vibrant pea green, stepping inside will take you to an entirely new world. ‘The original heritage-protected façade, built in 1923, has been restored, but the famous green paint job will remain. The interiors are a modern interpretation of the original pub, with the focal point being the Art Deco-inspired front bar. In contrast, the spectacularly kitsch upstairs ‘Paris Tropical’ bar space is a nod to the Terminus’s flamboyant history. The circulation between the internal spaces and the sprawling urban jungle beer garden is designed to be continuous, and allows patrons to explore the pub and check out what else is going on throughout the venue,’ says Northrop. The venue now includes a few stand-out design features and points of difference, including the new front bar. This bar has been inspired by the Art Deco era, taking into consideration the building’s original décor and adding a modern twist. Antique gloss tiles line the bar, and overhead are striking copper tanks servicing patrons with pint after pint of Carlton Draught. Another design masterpiece included in the venue’s revamp is the Tasmanian oak staircase, which features a black steel-piping balustrade that leads patrons to the 1920s-inspired Paris Tropical area above. This plush space includes a bright yellow steel bar; jungle wallpaper; multicoloured, mismatched furniture scattered throughout the level; and large booths that overlook the public bar and outdoor area. This quirky space epitomises fun, and promises a night of laughter and dancing. But the true pièce de résistance of the Terminus’s incredible revitalisation is the beer garden. This lush 150-squaremetre outdoor area situated below the ‘jungle’ bar features a nine-metre-high glass ceiling, allowing natural light into the garden, creating a warm, bright atmosphere that’s especially inviting on a summer’s day. Designed to emulate a lush forest canopy, this top-to-bottom redesign also features full-sized Waterhousea floribunda trees and huge steel columns to finish off the ‘urban jungle’ theme. ‘The relationship between the new beer garden and the surrounding buildings was challenging,’ explains Northrop. ‘The structure of the new canopy had to have a bold design to ensure it wasn’t overshadowed by the sheer size of the adjacent multi-storey blank wall. Landscaping was particularly crucial for this space, with an abundance of planter boxes and mature trees vital to achieving the desired ambience and atmosphere in the venue.’ With five brightly tiled and styled bars, a quirky jungle theme flowing throughout many of the sections, copper beer tanks complementing an Art Deco-inspired main bar, and truly spectacular design points of difference, the Terminus Hotel’s contemporary new look and feel have succeeded in waking up this grand old lady. C&PM 58 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

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PROFIT FROM PLAY with a bespoke playground

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

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

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THE LION HOTEL

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he perfect mix of heritage and contemporary design, South Australia’s Lion Hotel has created a unique, award-winning space. Clubs and Pubs Manager (C&PM) caught up with Tim Gregg (TG), Co-owner of The Lion Hotel, who shared with us the secret to the Lion’s design success. C&PM: The Lion Hotel is a South Australian institution, known for its unique décor and award-winning beer garden. Can you tell us a bit about the venue? TG: Located in North Adelaide, The Lion Hotel is a stunning heritage-listed building from the 1880s, with a thoroughly modern, contemporary and sophisticated interior. There is a seamless transition from heritage to hip as you walk through the doors. The juxtaposition of the contemporary architecture and heritage fabric of the hotel has been continued with the redevelopment of the courtyard. The new courtyard provides another dimension for customers to explore at the hotel and yet still feel totally included, rather than isolated in the space, and provides a strong connection with the natural environment. C&PM: What was the design vision and philosophy of the project? What were you hoping to achieve? TG: Primary considerations included enhanced exposure to and from Melbourne Street, and improved visual and physical connections to internal bar spaces. The built form was conceived as a single volume with separate zones, each with a different character and degree of enclosure. The ‘spaces within space’ offer varied experiences of size and identity, which allow individuals or groups to feel comfortable during quiet or busy times. C&PM: Have you included any decorating and architectural points of difference to separate you from your competitors? TG: The steel ‘wig wam’ is definitely a feature of the courtyard; however, the flexible seating arrangements with different textures and finishes, industrial-sized sweep fans, retractable roof canopy, and use of glass and steel all contribute to the contemporary look.

Low-energy LED lighting themes from the original bar have been carried through to the courtyard to create different moods. The new bar, gas heating, evaporative cooling, big screen, plasmas and music system complete the experience for our customers. C&PM: What was the designing and decorating process like? What professional services were hired during the process, and what was your relationship with them like? TG: We worked closely with local architects and builders, and a project manager. Open communication and staying across the project from start to finish resulted in a fairly straightforward build. C&PM: Were there any hiccups experienced during the building process? TG: The heritage building that forms the nucleus of the hotel was part of the Lion Brewing Company complex, and tunnels beneath the buildings are an important part of the significance of the site. The tunnels are used as unique function spaces for events and parties, so it was crucial to ensure that there was no structural damage. The structural engineer was pivotal in determining a solution that maintained the integrity of the tunnels over which the courtyard sits. Project staging allowed continuous operation while construction was completed, with minimal impact on our customers. C&PM: What advice can you give to venue owners and managers who are looking to revamp their spaces? TG: Planning, planning, planning. Think outside the square. Work with a professional team that shares your vision for the project. C&PM

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ACCC investigates POSSIBLE AZO DYE RISKS associated with exposure to imported furniture

he Australian Competition and Consumer Commission (ACCC) has been alerted to the potential danger of exposure to chemicals, such as formaldehyde, from bonded leather in imported furniture.

concerns about these dyes resulted in the recall of clothing and bed linen. The AFA has requested that the study be extended to include textiles and leather in imported furniture.

‘In a recent report, the National Industrial Chemicals Notification and Assessment Scheme (NICNAS) has recommended that the ACCC consider mechanisms to restrict the supply of textiles and leather articles that may come into direct and prolonged contact with the human skin,’ states Patrizia Torelli, Chief Executive Officer of the Australian Furniture Association (AFA).

This action has been prompted by the increased number of complaints from consumers and the wider public to the AFA about illness and health issues related to these exposures.

‘This prolonged contact with the human skin can occur through contact with furniture in everyday use, at home, at school or at work, but is also a risk for consideration by operators of public spaces and venues.’ The AFA has now called for imported furniture to be included within the scope of the ACCC’s current activity in relation to the use of hazardous azo dye after recent

‘We take the potential exposure of families to unacceptable levels of these harmful chemicals very seriously,’ says Torelli. Global organisations acknowledge that indoor environments are taking a toll on human health. There are substantial bodies of research on health effects linked to indoor chemical exposure (emissions/gases). The World Health Organization says, ‘There are many potentially hazardous compounds released indoors due to combustion, emissions from building materials, household equipment and consumer products’. continued on page 64

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Deer Park Club

BEST RENOVATION AWARD 2014

ome of Melbourne’s most successful clubs are in the western suburbs. Areas once low on the aspirational scale are now sought after for great value close to the city. Traditional western suburbanites are community-focused, contribute to their clubs and socialise in groups. Bate focused on creating a venue that allowed for group dynamics and broad social interaction, with a balance of open flow and intimate retreat. At the venue’s core is a 1960s central hall, with features that have been reflected in the tall, handsome and shaped spaces that have expanded around it. The venue has the potential to open up into a massive dining

area for Mother’s day, or contract to multiple function spaces. The club’s membership has rapidly expanded as new groups can be accommodated and engaged with the club. The décor reflects the 1960s bones, and has both refined and robust detailing. Designed to continue to sparkle and endure, it has realigned the brand as fresh and dynamic, with spaces that flow into each other. Novel developments are the large play areas with teen chill area, a large open courtyard, open yet intimate space, and line of sight through the venue. Another win for the west.

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continued from page 62

Types of imported dyed (textile) furniture that may pose a risk through direct and prolonged contact with the skin are: • sofas

• foot-ends

• lounge suites

• blanket boxes/foot lockers

• chairs

• tall boys/chests of drawers

• office/desk chairs • ottomans • day beds • bedheads/side foot rails

• bedside tables • lowboys • lingerie chests.

There are varying levels of direct contact between the skin and upholstered surfaces of furniture, and in circumstances where body heat and moisture from sweat or saliva are also present, the risk of dermal absorption is higher. This is of particular concern for families with small children. ‘We believe further expert advice is required to reassure consumers that their health is not at risk due to any possible exposure to these imported products,’ says Torelli. ‘We have consulted with a number of accredited Australian suppliers who give guarantees that their products meet the stringent testing and standards accreditation demanded of Australian-made products.’ In the case of Australian textile suppliers, they must ensure that their written certification acknowledges that a mill does not use any harmful substances in their weaving processes. This is not negotiable, and is stringently audited. In the case of imported furniture, these checks and balances simply don’t exist; therefore, the consumer is exposed to potentially serious health risks. Suppliers of consumer goods are required to notify the ACCC if they become aware of serious injuries associated with the products that they supply. The ACCC has established vigilance systems that collate data on injuries and potentially hazardous consumer goods, and assess possible risks to consumers. In the past, the ACCC has identified and investigated various possible chemical hazards that may relate to furniture items, such as brominated flame retardants, formaldehyde, and the potent skin sensitiser dimethyl fumarate.

The ACCC receives many complaints and allegations about the supply of consumer goods, and the AFA encourages consumers to contact the ACCC if they have specific information or evidence of hazardous furniture (whether imported or domestically produced) being supplied in Australia, particularly given the widespread daily use of furniture. ‘With the increase in respiratory conditions such as asthma, allergies and illness, our living environments are being linked to health concerns,’ says Torelli. ‘The materials that are used to build, finish and decorate these spaces have the potential to pollute. Buyers need to be aware that not every product to hit the marketplace meets our Australian Standards, and [they] should ask the question before embracing them with little or no thought as to the health consequences of living with these objects or materials. ‘Many of the products within our homes [and venues] have had no testing for indoor emissions (air pollution) and how they may excrete toxic pollutants into the indoor air we breathe. ‘Many people have an assumption that if a product is being sold, it has been thoroughly tested and deemed safe to human health – this is not true. Many people do not know what a VOC (volatile organic compound) is, or that materials, finishes and products can release toxic gas emissions that are odourless and harmful to health. ‘Making informed choices when choosing materials, finishes and products is essential to minimise chemical exposure,’ explains Torelli. This issue is an international one, with Governor of California Jerry Brown recently signing new legislation making it mandatory for manufacturers to disclose on the label whether or not couches and other furniture contain carcinogenic flame retardants. The AFA will continue to watch these international developments and provide updates to AFA Members and the wider community. C&PM Resources: www.australianfurniture.org.au/news/media-release-accc-investigates-possibleazo-dye-risks-associated-with-exposure-to-imported-furnitur sourceable.net/sustainable-furniture-matters/ www.sunconnect.com.au/timber-furniture-manufacturer-extends-greencredentials-to-the-roof/

SPECIAL NOTES: By way of general awareness, on 29 May 2014, the ACCC released a paper seeking specific information from affected business and industry about any likely increases in costs if regulations or quasi-regulations were introduced to address the issue of hazardous dyes in clothing, textiles and leather articles. In Europe, the REACH Regulation (EC 1907/2006) is in place. In the Annex XVII of the regulation, a limit of

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30 milligrams per kilogram (mg/kg) is defined for azo dyes. This limit also applies to fabrics, which are used for furniture (chair covers). In the United States, individual states have defined limits for azo dyes. In China, the limit for azo dyes is 20 mg/kg (GB 18401–2010). To reduce the risk for the end consumer, attention should be paid to azo dyes and other harmful substances.

INTERIORS AND ARCHITECTURE

WHAT TO EXPECT and consider when your club or pub gets a makeover

I Partnership has designed and managed construction projects for large pubs and clubs – as big as the Easts Group and St Johns Park Bowling Club.

How does the planning and design approach change when working with smaller regional pubs or clubs, such as Kiama Golf Club? Working with smaller clubs or pubs is quite different to projects for big clubs. A lot of the issues are around the budget; for a smaller or regional venue, the cost of a construction project can make up a significant portion of their balance sheet, so a construction project is not to be undertaken lightly, and we have to be very careful with how that money is spent. Owners and managers have to be confident that the design is right, and that it is going to deliver good outcomes in terms of improving their bottom line. The best way to ensure this is to be sure that the person or firm designing and constructing the project has credible runs on the board and the experience to deliver a good outcome. Tell us a little about the new work at Kiama Golf Club and what it has planned for the future. Kiama Golf Club approached us initially to look at covering a large alfresco terrace to make it more useable. At the same time, the manager realised that he had a problem with the gaming lounge and outdoor gaming, but just couldn’t see any way that this could be solved within the budget that they had. Kiama Golf Club has had declining revenues over the past few years, with bar sales, food and gaming revenues down, so they realised that they had to do something, but didn’t know exactly what. We reviewed the club and realised that there were operational problems with the venue, and that it was looking quite tired. We prepared a concept plan for the club – this plan threw out the possibility of two stages of construction. First and foremost, it was imperative to get their core operations right and revenues heading back in the right direction – this first stage included a great improvement to their gaming area; their current arrangement had five machines on an outdoor terrace. We designed a solution for a ‘Generation II’ outdoor gaming area, with 20 machines outside in a pleasant courtyard garden-type environment, and, at the same time, greatly improved indoor gaming. As well as the gaming area, a significant element of the project

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was the replacement of a very tired and inefficient bar, and an outdated TAB and sports lounge. What has changed with the design of sports lounges and TABs in recent times? There has been quite a bit of change in recent times – most noticeable is the move to electronic wall sheets. Older TABs had all the forms and sheets put up everywhere each day, requiring a lot of staff labour to put them up and also for cleaning up afterwards. So, electronic forms and LCDs in the new format have allowed us to create much more slick designs built into cabinetry, which fit in well with the venue surrounds and, at the same time, operate much more efficiently. Sports theatres are becoming a big part as well, with fully integrated large LCD TVs in cabinetry walls that can create very pleasant, stylish and practical lounge areas. A big part of Kiama Golf Club’s makeover appears to be about securing the future of the club. What are the changes in the hospitality industry that you have witnessed over the past five years, and how do you see venues securing their economic future? It’s clear that the many economic challenges faced by hospitality venues are now affecting the way these businesses approach renewal. In the past, some building projects tended to be undertaken on a wing and a prayer, so to speak – you might have thrown a couple of million dollars at a project, and hoped that it worked and that people would come. These days, we need to take a much more considered approach to a project’s goals and outcomes, do it properly, do it with the right people and make sure that it’s the right product that you are offering. How do you assess an existing venue and determine improvements to its operation? We find that it’s really important to understand a venue fully before we start any design work. We spend a lot of time at a venue analysing it and drawing up existing plans; we tag every space in that building, and we find out how much is going towards revenue raising, and how much is backof-house and support. What that allows us to do is create analysis diagrams of the existing facility – quite often, we will find that some venues are up to 70 per cent or more backof-house/support functions and only 30 per cent of the

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Recent works at Kiama Golf Club. Photographed by Richard Glover whole venue is revenue generating. That’s a very inefficient situation – it should be the other way round: 70 per cent to revenue generation and 30 per cent to back-of-house/ support functions. So, a lot of clubs and pubs in the past have just built and added, and we are finding that a lot of venues are simply too big – they really need to get more efficient, not bigger! Once we have analysed a venue, we can graphically demonstrate to management how efficient or inefficient their venue is now, and how we are going to improve its efficiency. So, we don’t go into any project on a wing and a prayer – we demonstrate exactly how we are going about improving things. Operational efficiency is important, but it’s also clear that venues need to stay up to date with the latest trends. What are you seeing out there, and what is important for clubs and pubs to consider? The front-of-house presentation and offers in a venue are incredibly important, as this is how you attract the revenue in the first place. We are seeing change; in the early 2000s, we saw a big change to richer, brown timbers, natural materials such as stone, and reds, oranges and darker colours. That décor is starting to have its time now, as it has been around for a while and been replicated a lot. There has also been a push to very minimal, distressed-type fit-outs – with old paint scraped back, ceilings ripped out to expose services, packing cases or palettes to form screens and banquette seating, et cetera. Again, this is now being heavily replicated, and will undoubtedly become a little tired and dated very soon. So, we have been moving our projects towards a more timeless approach, which will give any refurbishment a bit

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more longevity. We are creating much crisper, clean spaces, with bright colours, and lots of alfresco areas, with garden themes and natural materials. If a venue is aware that it really needs to update to arrest sliding profits, what would your advice be to them in terms of the first steps to take? You need to address the problem head on; you can’t just sit back and leave things, because you will get to a position where you won’t be able to address it. If you have declining profits, you have to do something; leave it too long and you won’t have the funds to achieve change. The first thing is to get someone who has experience in that area of design to come in and assist you, as often it’s a case of familiarity leading to blindness! When you are living and breathing a venue, you become so familiar with it that you sometimes can’t really see a way out; you get caught up with the minutiae. Coming in with fresh eyes and looking from a global perspective and down on the plan view really helps, and we find that we can really surprise owners and managers with what we come up with, which they would never have envisioned. After an initial concept master plan is prepared, what generally are the next steps in the process to procuring the project and completing construction? A master plan can throw out great ideas but also, sometimes, too much cost. Often, you have to work back from there to something that’s more manageable. We will try to hold onto the great ideas and incorporate them in a staged or smaller project. Once you know the scope and staging that is to be tackled, you can embark on the detailed design and documentation for development application and tender, et cetera. C&PM

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KIAMA GOLF CLUB

STAND OUT

HOSPITALITY EXPERTISE

EASTS LEGENDS BAR

KIAMA GOLF CLUB

ST JOHNS PARK BOWLING CLUB

Architecture | Interior Design | Project Management

Contact Richard Cullinan (02) 8090 3320

BEVERAGES

TOP OF the list When American author Mark Twain said, ‘It’s not the dog in the fight … but the fight in the dog’, he could have been describing what it takes to build a winning wine list.

etting a wine list ‘right’ for your establishment requires a degree of unbiased navel-gazing to ensure that the range and depth of its content is relevant to the whole dining experience. There has been a heated debate about the structure of wine lists over the past months. The opening salvo was fired in The Age’s Epicure section by wine scribe Huon Hooke, who unleashed an explosive broadside that opened with: ‘Something has gone very wrong with Australia’s top restaurant wine lists’. Hooke proceeded to shame trendy wine lists that were unbalanced, calling out wines ‘deemed desirable by a small coterie of sommeliers...’ and that are

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‘increasingly... choked with alleged biodynamic or organic wines’. It was a magnificent spray of pent-up bile, and, in many respects, these were not unreasonable observations when you consider the customer: the ordinary dining patron with expectations of wine to have with their meal. But Hooke’s divided the sommelier and wine-writer world in an unprecedented manner. While a war of words and sabre rattling thundered across social media, blogs and follow-up articles, the simple message was: consider your customer. What are their expectations? What is their price threshold? What is their comfort zone, and where is their dining and drinking knowledge base? While enjoying wine with a meal in a restaurant is an enjoyable venture, it shouldn’t be challenging, and it should certainly not be intimidating. A wine list should be relevant to customers’ needs. Recent industry figures show that the importance of wine in restaurants continues to grow, with more than 70 per cent of restaurants reporting that wine accounts for an increasingly larger percentage of their total sales.

BEVERAGES

YOU CAN SEE THEIR LIPS MOVE AS THEY EXCLAIM: ‘TELL ’EM THEY’RE DREAMIN’ – I CAN GET THAT FOR LESS THAN HALF AT DAN MURPHY’S’ When developing a wine list, price and value for money are very important factors. Restaurant diners are growing in their numbers, according to industry and ABS statistics. The increase in dining out has come at the expense of the fine dining experience. Diners are more price-conscious and are eating less expensive meals, but more often. Assessing the value of wine list prices against their bottle shop retail experience has become a national pastime, and the birth of The Castle meets Dan Murphy syndrome. You can see their lips move as they exclaim: ‘Tell ’em they’re dreamin’ – I can get that for less than half at Dan Murphy’s’. Many wine lists brandish an array of usual suspects, from several wine distributors’ portfolios of wines – or even just one. Those lists may contain some faithfuls, some consumer-familiar brands, and some bestsellers. These invariably have the greatest exposure to the aforementioned retail comparison syndrome. Watch your pricing. Consider uncommon wines that can wear greater margins. Some wine companies produce exclusive on-premise ranges.

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BEVERAGES

Other wineries only sell at the cellar door and to restaurants. These don’t have a retail fingerprint that can be compared to retailers prices. Imported wine prices are at their most approachable level in decades, and they offer another ‘uncommon’ option. Australian boutique French wine importer DiscoverVin (www.discovervin.com.au) has successfully found a niche among restaurants by providing high-quality, affordable French wines from Bordeaux and the south-west of France that are not available for retail sales. Within their portfolio, they also boast some lesser-know grape varieties that produce stylish, but relatively inexpensive, crowd-pleasers. ‘We offer different and affordable alternatives to wine list staples. Our Bordeaux semillon sauvignon blancs provide a different experience to a New Zealand equivalent. When people think “malbec”, they invariably think “Argentina” – but its original home is in France, and we have some of the best from Cahors. Cabernet sauvignon originally comes from Bordeaux, so why not look at wine from there to jostle with the Aussie ones?’ says DiscoverVin Director Craig Underhill. ‘Recently, we added Achille Princier, a growers’ Champagne, to our list, and it provides an elegant and unique point of difference to any sparkling wine list without breaking the bank; and it has made savvy sommeliers sit up and take notice.’ The wine list is a reflection of the food menu and what it represents – and, ultimately, of the venue itself. The wine list can be a carefully honed tool in helping to position the aspirations of the establishment’s whole dining experience. It can successfully provide part of a memorable point of difference to generate accolades, repeat customers and referrals. It should be balanced, relevant, not too long and ultimately easy to sell. Observing the criteria for wine list judging is a good benchmark. The list should be ordered by weight of flavour, from light to heavier, in both whites and reds. Expressing a spread of regions that may indicate a bias – such as a Victorian emphasis – that highlights regions within the state is a differentiating option. Or perhaps provide a range of styles within a grape variety, drawing from across Australia and the world. Wines by the glass allow patrons to enjoy different blends throughout their meal rather than to stick with the one bottle. It provides variety and greater flexibility for winematching each course. Deciding on how many wines are to be served by the glass is a matter of getting the right balance between price and spoilage. Wine merchants will offer higher discounts for wines that are being sold by the pour. This will see more of their wine sold – and will reduce the financial impact of any spoilage for the venue. 70 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

THE WINE LIST IS A REFLECTION OF THE FOOD MENU AND WHAT IT REPRESENTS – AND ULTIMATELY, OF THE VENUE ITSELF That is where education comes in. Making wine suggestions as food matches on the menu will help customers make informed decisions on different wine choices. Offering wines by the glass opens the doors for more experimentation, with people sampling new grapes, styles, regions and wineries. A little bit of food and wine education can go a long way towards taking the mystery out of a newly listed wine. Running promotions on wines helps the educational aspect, and helps to drive sales of wine with food. Patrons come looking for a dining experience, and to discover and enjoy new wines and styles. Floor staff, briefed on the promotion and suggesting the offers, reinforces this. Past sales figures provide a backbone for direction in flexing the depth of a wine list. Look at what is selling the most, and then expand on those grape varieties to include more regions that bring different nuances to the table, but from the same DNA of aroma and flavour. Different venues attract different clientele, and the wine list and menu should reflect this. Providing a mixture of new and unusual grape varieties and some interesting conversation-starter wildcards, together with some bankable faithfuls, while tactically selecting a spread of price points, is a solid basis for success. C&PM

FOOD EQUIPMENT

MAKE THE BEST OF YOUR BUSINESS

WITH SCOTSMAN ICE!

s the heat starts to pick up for another year, customers are reaching for that refreshing drink that would be nothing without some quality ice cubes. Pure, crystal clear ice cubes enhance the quality of the product, bringing the overall customer experience to its peak.

voted a finalist for the ‘best new product’ at the 2013 Fine Food Australia exhibition. With a vast range of models, all with a wide range of production capacities and ice types, suitable for any type of establishment, Scotsman is the answer to all needs of production, storage and distribution of quality ice. C&PM

Scotsman has been designing and manufacturing ice machines for over 50 years and reliability and innovation have remained their top priorities. Scotsman ice machines, proudly Italian and USA made and distributed in Australia by Scots Ice Australia Foodservice Equipment, have been known as the benchmark in the food service segment where it is synonymous with ‘ice’. Scotsman machines are considered ‘classic’, and continue to raise the bar for quality, design, and innovation, while maximising hygiene, ergonomics and ease of use, concentrating on what matters most to the owner/operator. Scotsman has recently participated in setting up the first ‘green restaurant’ with their new, environmentally friendly, low-carbon emission range of propane model ice makers,

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FOOD EQUIPMENT

SUMMER sensation As we enter the warmer summer months, Clubs and Pubs Manager (C&PM) thought it would be fitting to speak with Donato Toce (DT) Head Chef and Partner at Gelato Messina, and get the inside scoop (pun intended) on the gelato that is revolutionising the industry.

&PM: Can you tell us about Gelato Messina – your history, philosophy and products?

DT: Gelato Messina opened its first store in 2002 in Darlinghurst, Sydney. Nick Palumbo had been learning and perfecting gelato since he was 16 – always with a dream to open a store in Sydney. He had spent his youth learning the traditional artisan gelato ways, experimenting with different flavours through natural ingredients, and baking various additions. The gelato cakes [famous desserts made at Gelato Messina] were creations that developed over time. Each cake has been designed to offer both an unusual showpiece and something delicious made of gelato. When each cake is cut down the centre, it reveals more hidden intricacies and architectural theatre. Our philosophy is simple: every process and product is made with love and care, which seeps through our entire brand. Everything that goes into our gelato is made from scratch, down to the paste and flavour base that makes the gelato come alive. 72 • CLUBS AND PUBS MANAGER SUMMER 2014–2015

We stick to what we know, and that’s artisan gelato. We like to take risks with flavour combinations, additions and textures that mesh with pop culture, what we like and what our customers are into. C&PM: How popular is gelato in Australia at the moment? DT: It seems to be getting increasingly popular around Australia as consumers are starting to understand the difference between ice-cream and gelato. A lot of people who find ice-cream too rich are opting for gelato, which is a lighter and more flavourful option. Gelato also welcomes people who cannot consume dairy, with a selection of vibrant sorbets to choose from. The fact that people are willing to queue for 20 to 30 minutes for a scoop says a lot in itself. C&PM: How can venues incorporate gelato in their menus? DT: There are many ways to incorporate gelato into a menu; it’s pretty versatile.

FOOD EQUIPMENT

The most obvious is to incorporate the gelato into a dessert; by topping tarts and cakes, with layered frozen desserts and by filling pastries. For high-end venues, gelato can be used as palate cleansers between meals. Traditionally, this would be a sorbet with citrus, fruits, fresh herbs or alcohol that would refresh the tastebuds before the next course. The easiest and sometimes best way to serve gelato is simply on its own. Letting customers press their nose into a cabinet and choose their scoops [offers them] an experience in itself. C&PM: What benefits could venues reap by offering gelato to their customers? DT: Happier, sweeter customers! C&PM: What practicalities are involved with serving gelato in a venue (freezer maintenance, temperature control, icecream machine et cetra)? DT: All of the above – finding good-quality machinery that is maintained properly, defrosting the machinery, cleaning and regular maintenance are all essential. Another factor is the positioning of the cabinet, how much airflow it has, air conditioning, and how much of the equipment is in direct sunlight. C&PM: Is gelato popular all year round, or just in the warmer months?

At the end of the day, there’s never a time that people don’t want something sweet and refreshing. C&PM: What are the benefits and pitfalls of making inhouse gelato versus ordering it in? DT: Making the product on site eliminates frozen transport, where it can be hard to maintain the quality of the product. It also allows you to make your product fresh every day if need be. A modern-day batch freezer can freeze 14 kilograms in 20 minutes, making this possible. C&PM: If venues decide to order their gelato in, how can they choose the best product for their customers? DT: Research the products and taste everything before making a decision. Choose something that you yourself like and that you would be happy to serve to your customers. Quality is the key, and it should never be compromised. C&PM: Do you have any further tips or comments for venues thinking about adding gelato to their menus? DT: Take your time to research the products on the market. If you are making the gelato, source the best-quality ingredients and the best equipment – certain equipment looks great, but really doesn’t do a great recipe justice. Make sure you have time to take care of the cabinet and transferring the gelato, so it doesn’t form a skin. Also defrost and clean the cabinet regularly. C&PM

DT: Naturally, we get busier as the summer months approach, but it’s still pretty consistent throughout winter.

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FOOD EQUIPMENT

BATTERED and hammered

toddart serves ideal, innovative solutions to the two most used pieces of equipment in club and hotel kitchens with two unique products.

Deep-frying and glass washing take their toll on equipment, but at Stoddart, our solutions for deep-frying and glass washing are the best in the business. Deep-fryers are the backbone of any busy kitchen, and the Anets 14GS.CS is the fryer of choice for the astute buyer. Cleverly designed to provide quick recovery and reduced gas consumption, the unique crossfire burner design splits the flame to help increase the heat transfer. This unique feature, with over 430 copper flashed heating studs on the fry-pot, traps the heat and transfers it to the oil extremely quickly. This ensures fast recovery every single time the fryer is placed under pressure. A consistent product can only be achieved by a fryer that can recover quickly to seal the product and stop oil absorption.

All Culinaire glass washers are covered with one of the best warranties in Australia for machines in their price range. Features include:

The Anets 14GS.CS has a true, deep and easy-to-clean cold zone that will ensure longer oil life and better-tasting food.

• five wash cycles to meet demands (one, two, three, four and 10 minutes)

In conjunction with the Robertshaw snap action thermostat, the 14GS.CS fryer delivers fast, consistent results with excellent efficiency. Its features include:

• solid stainless-steel door hinges

• open pot design with large, deep cold zone, specifically designed for ease of cleaning and prolonged oil life • energy-saving crossfire burners that provide fast and efficient heat transfer • complete stainless-steel construction, excluding rear and bottom braces

• robust double-skin-insulated door • low water consumption of only two litres per cycle • upper and lower wash, and rinse arms with strong mechanical action allow for washing of coffee mugs, saucers and other lightly soiled items • electronic interface with enhanced functionality • service diagnostics for error notification

• large fry pot size – 360 millimetres by 370 millimetres

• soft start to protect glassware

• 10-year warranty on stainless-steel fry pot

• self-cleaning cycle

• fully insulated cabinet improves efficiency

• automatic drain cycle

• 20–22 litre oil capacity.

• precise temperature readout and display

Sparkling glasses are an important part of the presentation for restaurants and bars.

• automatic detergent and rinse-aid injection

The Stoddart range of Culinaire glass washers has been engineered to meet harsh Australian conditions. The Culinaire EVO 40ST glass washer offers the latest in smart, one-touch operation for ease of use, as well as for maintaining low water and low energy consumption.

• automatic drain pump • plug and play installation • braided stainless-steel water-supply hose • drain pump outlet waste hose • 15-amp plug and lead set • dual chemical injector lines • no commissioning required. C&PM

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FOOD EQUIPMENT

‘SEAS’ THE OPPOR-TUNA-TY add seafood to your menu Seafood is a popular choice for restaurant-goers, particularly as we head into the festive season.

rawns, rock lobster, scallops, flathead and other fresh fish are all common menu items in seafood banquets, and rightly so.

A seafood banquet at Christmas has almost become an Aussie tradition, up there with the game of backyard cricket on Christmas Day. As it heats up, and as workplaces start to hold Christmas functions – be they catered picnics, casual lunches or three-course dinners – people are looking for fresh and sustainable seafood options on the menu.

WHY HAVE AUSTRALIAN SEAFOOD ON YOUR MENU? If you’re buying Australian, you’re buying seafood that you know is sustainable and is some of the best in the world. The reason that Australia’s seafood is the best is that it comes from the world’s cleanest and most pristine waters.

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This fact is not lost on Australian diners. Moreover, Australian consumers have shown that they are willing to pay for Australian seafood; so it is important to make sure that when selling Australian seafood, you put its heritage on the menu. Nothing looks better on a menu than Australian barramundi, Queensland prawns or other local catch. It does not matter how you serve seafood – whether it’s the classic fish and chips, fresh Australian prawns, scallops, oven-baked salmon or even a chilli prawn pasta or seafood risotto – many diners will start with seafood when picking from your menu. Seafood is a consumer favourite – even for those who do not normally eat meat. Seafood is both a healthy alternative that is rich in omega-3, and an indulgence that can be enjoyed and savoured with a glass of wine. For many of us, seafood is an important part of a healthy diet – it’s brain food, and it tastes great. It also feels great to eat healthy at a time of year when we are surrounded by excess. Seafood doesn’t just have to be a menu item during the festive season. Including different seafood options as a part of your day-to-day menu can attract new patrons to the restaurant, or – just as importantly – can help to maintain a regular clientele.

FOOD EQUIPMENT

WHY ARE CONSUMERS FLOCKING TO

FACT: THE AUSTRALIAN FISHING

AUSTRALIAN SEAFOOD MENU CHOICES?

INDUSTRY WORKS HARD TO MAKE OUR

Australian fisheries are renowned not just for our highquality seafood, but, when it comes to sustainability, they are also some of the best managed fisheries in the world.

FISHERIES SUSTAINABLE

FACT: WE HAVE SO MUCH TO BE PROUD OF WITH OUR FISHERY MANAGEMENT PRACTICES Australia is internationally renowned for our best practice in fisheries management. Our catch limits are conservative and based on the best available science. Australia was also the first country in the world to receive the independent certification of one of its fisheries by the Marine Stewardship Council, a global organisation working to promote the best environmental choice in seafood. Now, seven Australian fisheries have received this certification. Our fisheries management practices are committed to ensuring that current and future generations have a healthy supply of seafood.

FACT: AUSTRALIA’S COMMONWEALTH FISHERIES ARE IN GOOD SHAPE The national Status of key Australian fish stocks report assessed 150 individual stock status assessments for the 49 key wild-caught species/species groups. The majority were shown to be in excellent shape.

Let’s support our local suppliers. Buy locally caught or sustainably harvested seafood. The fishing industry works with regulators (both state and Commonwealth) and conservation groups to sustain our unique marine life.

FACT: IT’S HARD TO ARGUE WITH THE HEALTH BENEFITS Gram for gram, fish is one of the lowest-fat, highest-protein foods that you can eat. It is also a vital source of omega-3. Research has linked insufficient omega-3 to a wide range of health problems, including cardiovascular disease, diabetes, osteoporosis and disorders of the central nervous system, like depression. More and more often, the Australian population is turning to a healthy diet and healthy menu options when they dine out. Building a reputation for menu options that won’t ‘impact too much on your waistline’ can give venues an edge when patrons are choosing a place to go for dinner. Support our fishing industry. Give diners Australian seafood choices on the menu. And, by doing so, reap the benefits that a seafood menu can bring. C&PM

The Australian Bureau of Agricultural and Resource Economics and Sciences (ABARES) Fishery status report, released in October 2014, showed that for the first time in eight years, no fishery solely managed by the Commonwealth is subject to overfishing. This is a testament to the management practices that the Australian Fisheries Management Authority and the Commonwealth fishing industry have in place.

FACT: BY USING AUSTRALIAN SEAFOOD, YOU ARE SUPPORTING AN IMPORTANT AUSTRALIAN INDUSTRY Earning $2.4 billion per year, Australia’s seafood production is the fifth-biggest food industry in Australia. This does not take into account all of the businesses that use the seafood along the supply chain, such as seafood retailers, restaurants, takeaways, and clubs and pubs – many of which are small, local businesses.

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EDUCATION AND TRAINING

DEVELOPING ONLINE TRAINING PRODUCTS

to improve efficiency and outcomes BY TOM STREATER, DWS HOSPITALITY SPECIALISTS

It might seem strange that we – a company that greatly values face-to-face engagement – are championing a migration away from face to face in favour of online learning – but here goes.

irstly, and before you dismiss this article as crazy talk, we acknowledge that there will always be a place for face-to-face delivery. Our industry is all about people, and there are certain types of training that must be delivered by a human being. But our industry needs to consider shifting a greater proportion of our training activities online. We’ve already seen the likes of RSA and RSG make the move, so why not consider others?

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EDUCATION AND TRAINING

The drivers for online training are numerous: 1. Technological advances – you’ve heard the utterance that’s entered the vernacular in recent years: ‘There’s gotta be an app for that’. The technology exists; let’s find a way to use it. 2. Social change – by 2020, 42 per cent of Australia’s workforce will be generation Y. There’s never been a more tech-savvy cohort that could adapt to this style of training. 3. Economics – while per-capita on-premises consumption of gaming, liquor and food continues to decline in real terms in Australia, overheads continue to trend upwards. Efficiencies gained through online training can help to combat this form of margin squeeze. 4. Risk management – training completed online has an automatic record of completion, and has the potential to save a venue the costs of litigation in cases of staff members alleging that they didn’t receive the requisite safety and compliance training.

FROM A WORK HEALTH AND SAFETY (WHS) PERSPECTIVE, THE VENUE HAS REDUCED ITS RISK BEFORE THE NEW EMPLOYEE HAS EVEN SET FOOT ON PREMISES The new staff member induction is an example of a training product that is screaming out to be performed online. While there’s still a place for the HR manager to take the new person on a venue tour, introduce them to their new colleagues and perform all the welcoming functions, surely the HR manager could be doing more productive things than leading a new team member through reams of venue policies.

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EDUCATION AND TRAINING

AUSTRALIAN WORKPLACES ARE AMONG THE MOST REGULATED IN THE WORLD. DOZENS OF CHANGES ANNUALLY TO WHS LAWS AND WORKPLACE RELATIONS LAWS REQUIRE MYRIAD CHANGES TO PERSONNEL RECORDS An online induction for a new staff member can be completed prior to that staff member arriving for their first shift. From a work health and safety (WHS) perspective, the venue has reduced its risk before the new employee has even set foot on the premises. From a cost perspective, not only has the person completed their induction on their own time (saving some casual wages), but the HR manager has also been saved considerable time. From a cultural perspective, the venue has sent the message to their new employee that they’re progressive, professional and that they take staff training and risk management seriously. The other organisational culture benefit is that the face-to-face component of the induction can be focused on people, relationships and customer service. Face-to-face, paper-based inductions ‘expire’. That is, when a staff member has surpassed 12 months at a venue, there is a need for re-induction. But most venues won’t have the systems to alert them to that fact, or the time or inclination required to perform the re-induction. Do we really want to be digging out personnel files and re-signing paperbased policies annually with every staff member? Best practice dictates that we should be. An online induction can be developed with automatic reminder emails sent to the staff member to refresh their acceptance of the venue’s updated policies and procedures. Australian workplaces are among the most regulated in the world. Dozens of changes annually to WHS laws and workplace relations laws require myriad changes to personnel records. Rather than printing and distributing new policies to every team member, and chasing them constantly to return signed copies, surely we can make a change to the online policy manual and allow the system to distribute the updated policy for online completion? This will result in time saved and risk managed. An online induction might actually be a more personal introduction to the company. Replacing the general manager’s

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welcome letter with a talk to camera video clip allows for a warmer welcome to new team members. The staff member who completes their online induction can be provided a link to the venue’s private staff Facebook page, allowing them to connect with colleagues and become instant ‘friends’. They might even share their status on social media via a link from the online induction – for example, ‘John Smith has successfully been inducted to the ABC Venue’ – for friends and family to like, comment on and congratulate. The induction is just the first piece of training that staff members need. The possibilities for using online tools are endless. Maybe one day we’ll be using Google Hangouts to host staff meetings. Webinar technology would facilitate using high-profile food and beverage experts (chefs, baristas, cocktail bartenders) delivering masterclasses to staff members across all of the venues in a hospitality group. Staff could be trained to operate a new point of sale (POS) system using screen sharing on GoToMeeting or JoinMe.com. The possibilities are endless. C&PM

About DWS DWS Hospitality Specialists is a business that is all about developing people. From corporate governance and strategic planning with the boards and management teams that drive the strategic direction of hospitality businesses; to school-based traineeships with kids who are just starting out in our industry, DWS and CTA spend countless hours each year engaged in face-to-face training and development activities. DWS Hospitality Specialists has already developed tailored and customised online induction products for a number of our clients. To find out how DWS can save your venue money, manage your risk, and drag your training into the 21st century, contact Tom Streater on 0439 940 007 or email tom@dws.net.au.

Huge Performance

Raise the bar in your gaming room Matthew Stuart 0419 245 023 Email: stuart0307@konamigaming.com Evelyn Rivera 0419 169 527 Email: rivera0805@konamigaming.com Konami Australia Pty Ltd. 28 Lord St, Botany Tel: 02 9666 3111 konamigaming.com