Hospitality Magazine June 2013

No.695 June 2013

hospitalitymagazine.com.au

foodservice

n

accommodation

n

beverage

n

management

Power of POS

Smart technology building better businesses

TABLES TALK What’s new in tableware?

No bookings rage Is there a better way to fight no shows?

Print Post Approved PP349181/00109

Paddock to

Plate

Chefs’ tips for making sure your meat is the best

PLUS:

Horse meat anyone?

Introducing the new innovative cooked range of products for the food services industry “M&J Chickens ready cooked chicken pieces are not only full of flavour but an easy way of serving up a quick and fresh meal perfect for cafes, catered events, and snack-shops.”

- Eddie Cofie (Executive Chef)

Devil Bites

www.mandjchickens.com.au

PUBLISHER Martin Sinclair martin.sinclair@cirrusmedia.com.au Ph: (02) 8484 0607 EDITOR Rosemary Ryan Ph: (02) 8484 0880 rosemary.ryan@cirrusmedia.com.au JOURNALISTS Brea Carter Ph: (02) 8484 0661 brea.carter@cirrusmedia.com.au Alexandra E Petri Ph: (02) 8484 0854 alexandra.petri@cirrusmedia.com.au CONTRIBUTORS Christine Salins Ken Burgin Tony Berry GRAPHIC DESIGNER Rizwan Nawaz Ph: (02) 8484 0622 rizwan.nawaz@cirrusmedia.com.au ADVERTISING NATIONAL Rhonnie Merry Ph: (02) 8484 0642 Fax: (02) 8484 0915 rhonnie.merry@cirrusmedia.com.au PRODUCTION DIRECTOR Troy Stevens Ph: (02) 8484 0748 troy.stevens@cirrusmedia.com.au PRODUCTION CO-ORDINATOR Laura Panameno Ph: (02) 8484 0772 laura.panameno@cirrusmedia. com.au SUBSCRIPTIONS Ph: 1300 360 126 ONE YEAR: $132.00 incl GST TWO YEARS: $220.00 incl GST

hospitalitymagazine.com.au facebook.com/HospitalityMagazine twitter.com/Hospitalityed

Editor’s Note FOR FOODSERVICE businesses the ever present possibility that your food might make a customer sick is one of the biggest fears that go with the territory.

Imagine then that around 140 diners became ill from salmonella poisoning after eating in your new restaurant just days after you’ve opened - the restaurant you’ve invested so much time, and a bucketload of cash, into.

That’s what happened to The Copa restaurant in Canberra last month in a

4 NEWS

12 BEVERAGES

Eggs back in spotlight, food poisoning victims to sue.

Penalty rate change would boost hospitality jobs.

How will the 2013 wine vintage go down in history?

Latest hospitality arrivals opening their doors.

8 WORKPLACE ISSUES What’s the definition of a summary dismissal?

10 MYSTERY DINER Mark Best’s Pei Modern gets a visit.

Average Net Distribution Period ending March 2013 - 13,950

PRINTED BY: Bluestar Print 83 Derby Street, Silverwater NSW 2128 P: 02 9748 3411 MATERIAL The publisher does not accept responsibility for any editorial or advertising material forwarded or held in storage nor will material be automatically returned.

Whole or part of this publication cannot be reproduced without prior written approval from Hospitality’s management.

hospitalitymagazine.com.au

the kind of news that must make anyone who uses raw eggs on their menus nervous.

While it was a terrible experience for the restaurant it could, of course, have been worse.

The various state health departments continue to warn foodservice operates about the potential dangers of eggs that aren’t handled correctly.

The Copa re-opened six days later after the incident but minus anything containing raw eggs on the menu. Perhaps it would be smart for all restaurants to take the same step?

What do you think?

Rosemary Ryan

contents 6 NEW OPENINGS

CIRRUS MEDIA Tower 2, Level 3, 475 Victoria Ave, Chatswood, NSW 2067, Australia Locked Bag 4700 Chatswood Delivery Centre, NSW 2067, Australia P: (02) 8484 0888 F: (02) 8484 0633 ABN 80 132 719 861 www.cirrusmedia.com.au © Copyright Cirrus Media, 2013

major public health incident that must have struck fear into any foodservice business operator who read about it.

Local hospitals were strained coping with the numbers turning up at their doors - 15 people were hospitalised.

My heart went out to the owners of the restaurant but I have to say my first reaction was also to wonder how could the chef and restaurateur let this happen? What kind of systems did they have in place that such a massive breakdown in procedures could occur. Then

if they did have good systems and this could still happen then how frightening.

ACT Health’s investigations sourced the problem back to a mayonnaise on the menu that was made using raw eggs, that humble little ingredient that has caused many problems before for food businesses.

It’s one of the most simple of products but an egg can be a ticking time bomb that can destroy the reputation of a restaurant. It can also be expensive - many of The Copa’s victims are reportedly planning to sue.

At the time of writing ACT Health didn’t have a definitive answer about exactly what went wrong - it was still under investigation. But it’s

27 MANAGEMENT Ken Burgin gives his tips for recruiting staff in regional areas.

28 DR HOSPITALITY

Features 14 MEATY ISSUES Chefs tips for making sure the meat on your menu is the best.

PLUS: Horse meat anyone?

18 POWER OF POS

Your hospitality management dilemmas solved.

Clever operators using smart technology to build better businesses.

29 SHELFSPACE

22 TABLES TALK

Check out the latest new products for your business on the market.

The latest arrivals and trends in cutlery and crockery adding personality to tables.

ON THE COVER: On the cover of this issue is a heartwarming dish we thought might warm your cockles. It’s from the kitchen of leading Melbourne chef Jake Nicolson from Circa The Prince - his Korean-style Warialda Belted Galloway sticky ribs that he serves up with a cucumber, coriander and pickled ginger salad.

Warialda are just some of the leading meat producers Nicolson has developed a close relationship with in his quest to get as much information

as he can about the paddock to plate story behind the meat he chooses for his menu to ensure he can serve up the best quality.

Nicolson is one of the industry’s best that we spoke to for our story looking at the developing interest by chefs in developing their knowledge about meat sourcing and handling.

Once you’ve read it head online to hospitalitymagazine.com.au to grab Nicolson’s recipe!

hospitality | june 2013

3

newsonline

Canberra restaurant ignites focus on egg safety A BRAZILIAN restaurant in Canberrra has removed raw egg dishes from its menu after the ingredient was blamed for a major food poisoning incident at the restaurant.

The move by the recently opened The Copa restaurant which was last month responsible for one of the ACT’s biggest outbreaks of food poisoning won public praise for its decision to take raw eggs off its menu once it was allowed to reopen.

The Dickson restaurant posted an apology to the victims of the poisoning on its Facebook page in which it also announced it had removed dishes containing raw egg from its menu as a precaution.

Raw eggs used by the restaurant in a mayonnaise were found by ACT Health’s investigation to be the cause of the outbreak of salmonella gastroenteritis that affected more than 140 people and led to 15 people being admitted to hospital.

Visitors to The Copa’s Facebook page have lent support to the restaurant and its move to remove eggs. “They are doing their utmost in this matter especially by taking raw eggs out of the restaurant to prevent this from ever happening again. So let’s give them the benefit of the doubt and carry on,” was one comment.

Meanwhile, a law firm representing 20 of the diners who fell ill said it expected individual damage claims of up to $5000. Slater and Gordon Canberra group practice leader Gerard Rees said he

believed the matter should be settled without court action and ruled out a class action.

He said each client’s circumstances must be assessed on an individual basis. As a general rule [though] I would have thought someone suffering symptoms in a period of two to seven days would make a claim for general damages for pain and suffering of up to $5000, plus medical expenses and lost wages.”

ACT Health gave the okay for the restaurant to re-open six days after the incident saying it believed the restaurant no longer posed a risk to diners, but that it was closely monitoring its operation.

“ACT Health is satisfied that the risks to the public have been resolved,” it said in a statement.

Health Protection Service Public Health Officers are working with the business to this end. ACT Health will conduct inspections to ensure that cleanliness, hygiene, storage and food handling are appropriate. ACT Health is now closely monitoring the business.”

The incident has prompted renewed warnings from food safety bodies and industry associations for restaurants to take extra care when using uncooked fresh eggs in dishes and to be aware of the risks they can pose if not handled correctly.

ACT Health urged foodservice operators to ensure they are using safe practices with the promotion of their guidelines.

‘They are doing their utmost in this matter especially by taking raw eggs out of the restaurant to prevent this from ever happening again.’

Safe raw egg handling • •

• • • •

• •

Avoid eggs with dirty or cracked shells.

Try to use alternatives to raw eggs in foods which are not cooked such as mayonnaises and eggnog.

Wash hands before and after handling raw eggs.

Do not separate eggs using the shell.

Store eggs and raw egg dressings at or below 5C. Use ingredients where possible such as lemon juice or vinegar to acidify the raw egg dressings to a pH value at or below 4.2.

Make dressings and egg mix fresh every day in small tubs.

Once eggs are broken for use immediately use them in food. Do not store liquid eggs.

Information from NSW Food Authority.

Urban Purveyor goes for personality in recruitment strategy

Radical change: UBP’s Kellie Chandler Image: Urban Purveyor Group

4

hospitality | june 2013

MAJOR SYDNEY-based hospitality company the Urban Purveyor Group says it’s leading the hospitality industry with a “radical” change of direction in its recruitment of both full-time and casual staff and management.

UPG said that under its recently appointed director of organisation development and culture, Kellie Chandler, it’s now hiring personnel on the basis of “non-traditional attributes, covering their personality, natural talents, strengths, motivations and aspirations”.

Chandler, who formerly worked for Red Bull’s global headquarters in Austria for six years and joined UPG in September, says hospitality skills can always be added to the right people “who are willing to work in a positive team environment”. “Our policy of staff playing to their strengths is a move away from the traditional recruitment practices of

hospitality operators, who often just look for experience and skills in the sector,” Chandler said.

To achieve the best recruitment outcomes, Chandler says she’s undertaking a program to train managers to identify talent, making the right hiring decisions, effectively managing and engaging their teams, as well bringing the best in each person.

“When hiring staff, companies should be looking at a person first and whether they can work in the sometimes high pressure environment of a busy restaurant or bar,” she said. “Staff should be hired on the basis that they play to their strengths and should not be forced to learn skills they may never be comfortable with.”

With more than 1000 staff on board across the business that includes 16 restaurants and five bars, UPG has good reason to look at having the best recruitment and staff retention strategy in place.

hospitalitymagazine.com.au

newsonline

Penalty rate change would create thousands of jobs, says industry MORE THAN 10,000 new jobs would be created around Australia if the penalty rate structure was changed, says Restaurant and Catering Australia.

An independent audit that was lodged by the R&CA to Fair Work Australia during the recent award review hearings reiterated the industry’s proposal for a restructure of the standard award wage that would see penalty rates for Saturdays and Sundays removed and replaced with penalty rates for the sixth and seventh day of work.

Prepared by PriceWaterhouseCoopers the audit found that if the proposal was introduced in Australia it would deliver an increase of 3,814 additional jobs in the industry in the first year, and a further 7,849 additional jobs by 2030.

R&CA chief executive officer John Hart said penalty rates were threatening the viability of many restaurants. Hart said 1000 venues were set to close their doors this year as a result of the pressure of increasing wage costs.

He said the growth in wage costs meant that a large number of restaurants were unprofitable.

“Our wage rates compared with the rest of the world means it’s unsustainable for businesses as

Confusion over outdoor dining rights

CEO John Hart Image: R&CA

labour-intensive as ours,” Hart said. “There’s a systemic problem here - it costs more to run a business in this sector than you get in returns. “Restaurants, cafes and caterers are in a period of change where most businesses are marginal. The rising cost of wages is at the centre of these pressures.”

See more online at hospitalitymagazine.com.au

Lunch food on show.

Image: Diversified Exhibitions

hospitalitymagazine.com.au

MoVida introduces the “dossant” New York’s “cronut” craze has made its way to Australia. Australia’s first and so far only version of the cronut is called the “dossant”, and it hit the shelves of Melbourne’s MoVida Bakery last month. The name “dossant” came out as the winner of a Twitter competition MoVida started amongst its followers to help name this new pastry. MoVida Bakery chef Shaun Hudson said the dossant has been well-received.

Growth in lunch fuels trade events

WITH THE DEMAND for high quality food on the go at lunch time continuing to fuel growth in the market, the trade event hitting Sydney later this month and then Melbourne in August is one that could be well worth a look.

After its Australian launch last year, Lunch! - the show that’s tailored to meet the demands of operators in the cafe, quick service restaurant and takeaway market - is returning for another year, this time expanding to the second show.

Exhibition manager Minnie Constan said the Australian food-to-go market continues to defy downward retail trends and is increasingly competitive. “Australia’s spend on takeaway food has increased more than $4bn in the last three years,” Constan said. “In 2011, we became the 11th biggest spending nation

in brief

Adelaide restaurants with footpath dining are using powers they do not have to stop the nonpaying public from sitting down, says the Adelaide Council. Having bought outdoor dining permits, they are reserving tables for customers, but council policy says footpaths belong to everyone and food businesses have no exclusive rights. “Outdoor dining areas remain public spaces,” the policy says. “This means operators and patrons do not have exclusive occupancy of the area, including the use of tables and chairs.”

Perry, Brahimi inspire at Crown Crown Melbourne has appointed high profile Australian chefs Neil Perry and Guillaume Brahimi to “lead and inspire” its culinary direction. Crown chairman James Packer announced the company had signed a culinary partnership with the two restaurateurs, appointing them each to the newly created role of culinary director for the next three years.

Food safety invention wins innovation award

when it comes to fast food. But that doesn’t mean consumers will compromise on food quality, service standards or menu options.

“Lunch! is aimed at supporting the industry to help it evolve and improve, with a range of exhibitors and special events to give business owners and managers the skills they need to succeed in a rapidly growing and changing market.”

As well as a range of top suppliers to the category, attractions at the shows this year include free business seminars featuring food-to-go experts sharing knowledge about key trends in Australia as well as overseas, and culinary workshops demonstrating how to use everyday cafe ingredients in more profitable ways. To get more information and to register head to lunchshow.com.au

A natural antimicrobial developed for the food industry has received this year’s innovation award from the Australian Institute of Food Science and Technology (AIFST). The product Herbal-Active developed by Australian producer Vic Cherikoff is made from extracts of culinary herbs and has the potential to save money in a foodservice business by reducing food waste and also the incidences of food poisoning.

Clarification An article in our May issue The best in bakery mistakenly quoted Sonoma’s co-founder Andrew Connole. The quote “We use organic flour for all the sourdough loaves that we bake, natural leven – which is the sourdough starter – lemon and sea salt” was incorrect. Lemon is not used. Hospitality apologises for the error.

Don’t miss any of the latest industry news. Sign up for our email newsletters, and follow us on Twitter and Facebook!

hospitality | june 2013

5

workplaceissues

Misconduct or misnomer?

Is fear of unfair dismissal breaches impeding your business decision making? In this article the workplace relations team from Restaurant & Catering Australia explores this scenario.

S

erious misconduct is a loosely defined term, one of which has significant influence over the validity of terminations. There is a tendency for small operators to shy away from summary dismissals in favour of providing warnings.

This has developed as common practice for businesses seeking to avoid unfair dismissal claims. This apprehension is in part due to conjecture over what constitutes ‘serious misconduct’.

For small businesses, particularly those without reasonable access to internal HR specialists, assessing incidents can be difficult. In circumstances where summary or ‘instant’ dismissals may be not only appropriate, but in fact be operationally necessary, fear of unfair dismissal breaches can impede the decision making process. As a by-product of this conjecture, not only are certain businesses forced to operate with lowered productivity (through lowered employee morale), but employees are being unreasonably and unnecessarily kept on in spite of serious actions.

Under the Small Business Fair Dismissal Code it is fair for an employer to dismiss an employee without notice or warning when the employer believes on reasonable grounds that the employee’s conduct is suffciently serious to justify immediate dismissal. The Code defines “Serious misconduct” to

6

hospitality | june 2013

include theft, fraud, violence and serious breaches of occupational health and safety procedures The Fair Work Regulations also define misconduct as “conduct that causes serious and imminent risk to: the health and safety of a person; or the reputation, viability or profitability of the employers business.”

Further to the above understanding of serious misconduct, the regulations speak specifically about incidents such as theft, fraud, assault, being intoxicated at work, and refusal to carry out lawful and reasonable instructions that are consistent with the employee’s contract of employment.

To highlight this through a hypothetical example, one may consider a situation where one employee assaults another employee. As assault is specifically mentioned in the regulatory definition, this action would constitute serious misconduct. Despite the relative ease of such an example, there exist cases where the determination of conduct can be less clear. It is for this reason that seeking advice on more ambiguous scenarios is important.

One such real life example is that of Wach v Teys Bros (Beenleigh) Pty Ltd T/A Teys Brothers [2012] FWA 15 (3 January 2012). In this case an employee entered into a physical altercation with another employee after an unprovoked attack on him. Both em-

‘Having a damaged working culture or unresolved tension within a workplace has ancillary consequences that can directly affect productivity,’

ployees were subsequently dismissed without notice. This unfair dismissal case was founded around the nature of the retaliation. Commissioner Roberts found that “When fighting in the workplace is added to the mixture, and the entire incident is caught on video, the Company took a valid course of action. The zero tolerance policy adopted by Teys is a reasonable one.” The Commissioner however, concluded that the choice to retaliate did not constitute serious misconduct, and that termination without notice was harsh.

Summary dismissals do carry associated risks, and in many circumstances it is wise to take a more conservative approach to dismissals. However, employers ought not to fear using such an action.

In cases where serious misconduct has occurred in the workplace it is generally in the best interests of the business to expel the cause of the related issue. If barriers exist to achieving this outcome, then negative effects can result. Having a damaged working culture or unresolved tension within a workplace has ancillary consequences that can directly affect productivity, and by extension the profitability of the business.

This article was written by the Workplace Relations Team at Restaurant & Catering Australia. You can contact them on 1300 722 878.

hospitalitymagazine.com.au

Disgusting

Hygienic

Time to throw in the tea towel Hygienic, absorbent and heat resistant Tork Multipurpose 530 cloths • Improve hygiene – multiple-use, disposable cloths reduce the risk of cross contamination • Better performing – high absorbency of grease, oil, water and spills and low linting for a cleaner finish when wiping, drying and polishing • Safely insulates from heat and cold, withstanding temperatures of up to 200ºC • ISEGA accredited and support HACCP requirements

FREE SAMPLE? Simply scan the QR code or visit tork.com.au/530trial to register now.

© May 2013 SCA Hygiene Australasia Pty Limited Tork® is a Registered Trademark of SCA iezziG590

newopenings

Gochi

This small but perfectly formed Japanese restaurant is the latest addition to Crown Melbourne’s dining portfolio.

In the kitchen of the 40-seater restaurant are former Nobu Melbourne chefs Juntaro Fujimura and Heejon Jung. Their menu features a variety of authentic and traditional dishes presented in a simple, Japanese style. Dishes range from sushi and Bento boxes, through to yakitori - grilled skewered chicken, prawn tempura and tea-cured salmon with yuzu and coriander.

The venue offers diners a relaxed and casual atmosphere accented with bold splashes of red inspired by the Japanese flag appropriately balanced by a timber and stone backdrop.

Have you been to any of our featured restaurants?

Do you know the chef?

Check it out

Join the conversation online to have your say!

Owners: Crown Melbourne Chefs: Juntaro Fujimura and Heejon Jung Where: Ground floor, Riverside, Crown Melbourne P: 03 9292 5723 W: www.crownmelbourne.com.au/gochi

Mojo Wine Bar

This 26-seater casual tapas wine bar from entrepreneurial chef Luke Mangan is just a part of his latest new venture, this time in the dining precinct of Sydney’s Danks Street. The restaurant is housed inside the New York- style warehouse space that also houses Mangan’s new business headquarters, as well as The Test Kitchen - an open plan development kitchen for his numerous national and international restaurants, his P&O restaurants and airline consultancy work. There’s also a function space and retail outlet.

Mojo’s menu features simple, fresh tapas style plates designed for sharing and a wine list with drops from Australia, France, NZ, Italy, Spain and California.

8

The Euro Garden

This new arrival in the portfolio of the team at Brisbane’s Urbane is tapping into the popularity of the grungy laneway bar culture that’s been led

by Melbourne. The Euro Garden bursts into life Fridays in the boho-chic meets New Orleans space hidden away in Spencer Lane where customers can enjoy a glass of wine after work or choose from the menu of award-winning chef Alejandro Cancino.

Tne food revolves around the barbecue with dishes like chicken skewers with lemon and thyme; barbecued corn, parmesan cheese and lime; sticky chicken wings and sesame; and Bangalow pork. Seafood’s big too with dishes like Cancino’s prawns with cocktail sauce - buy ‘em by the half kilo for $30 or a kilo for $55.

Cornerstone Bar & Food

Fresh Catering has taken advantage of the artistic atmosphere of the Carriageworks space in Sydney’s inner west suburb of Redfern to house its new dining venture.

With an offering combining affordable food and locally crafted beer and coffee that stretches from lunch into the evening, it’s aimed at connecting Sydney’s urban bar culture and its contemporary arts.

The interior is original industrial with some new-age elements like a hanging garden suspended from the centre of the restaurant from ten ton gantry cranes. The dining area and bar seats up to 200 across indoor and outdoor spaces. And there’s free ping pong and pool!

Check it out

Check it out

Check it out

Owner: Luke Mangan Head chef: Wayne Lee Where: 8-10 Danks Street, Waterloo P: 02 9002 5346 W: www.lukemangan.com

Owners: Andrew Buchanan & Drew Patten Executive chef: Alejandro Cancino Where: Spencer Lane, Brisbane P: 07 3229 2271 W: www.urbanerestaurant.com

Owner: Fresh Catering Chef: Leigh Nelson Where: 245 Wilson Street, Eveleigh P: 02 8571 9004 W: www.freshcatering.com.au

hospitality | june 2013

hospitalitymagazine.com.au

Energex, Brisbane SKOPE’s design & innovation centre helped Energex realise its sustainability values by providing energy efficient refrigeration solutions for its new Green Star office building.

Novotel, Auckland In a four star, open kitchen, efficiencies and aesthetics go hand in hand. SKOPE products at the Novotel are made in NZ and were chosen for their focus on efficiency and sustainability.

The new VF Freezer range is now up to 37.5% more energy efficient*.

Celebrating the opening of SKOPE’s new state-of-the-art environmental test chamber.

Depend on us for the best in energy efficiency.

SKOPE leads the way in developing greater energy efficient commercial refrigeration solutions and is committed to on-going research and innovative design principles.

A SKOPE cabinet made today can use around 70% less energy than one made ten years ago.

Contact us today to find out how we can help you reduce your running costs. * % of energy savings over the previous SKOPE model equivalent.

1800 121 535 skope.com

mysterydiner

Pei Modern Faultless service and food - plus damn good sourdough, that’s the verdict from our masked diner on Sydney chef Mark Best’s Melbourne outpost.

T

here was a time when restaurant influence seemed to flow almost in an entirely outward direction from Melbourne to the rest of Australia. Melbourne folk could hark back to the chef influx of the Olympics in 1956 and the change to the dining landscape that followed.

But there has been a significant change to a more national perspective and the rise of the Sydney restaurant crowd. Chef Mark Best was one of them with the opening of his satellite restaurant Pei Modern in Melbourne.

This is a very different beast from the Marque mothership in Sydney’s Surry Hills, with a more relaxed feel to the room and the menu. One thing that’s remained the same though is the bread; a magnificent sourdough loaf that comes from the same 15-year-old starter culture. I was in love, and told them so.

Entry to Pei Modern is from the Sofitel Hotel forecourt, at the top of Collins Street hill. They’ve divided the space into a cosy bar area with the wellstocked bar and open kitchen ‘bookending’ the restaurant. There are lots of hard surfaces but noise levels are muted enough to allow easy conversation.

This is handy as the waiter runs through a lengthy specials menu in addition to the card which has six snacks, six entrees and six mains and four grills.

My appetite for crisp fried offerings knows no bounds and the randade croquettes is an excellent starter from the bar list and comes with a lovely aioli and fennel flower garnish. We also tried the grilled prawn of some considerable size.

Barbecued to perfection and with a roast garlic puree, it’s sweet and smoky, but that pesky shell took some removing. The ‘pork salt’ was a revelation though. I just know that had to be bad for me, but my care factor evaporated with the first dip.

Rather than head for a bottle we go down the glass path and Pei M is offering plenty of interesting choice.

Given the rather robust nature of the ‘snacks’ we thought we’d choose slightly lighter options at entrée with the bride taking on the cold smoked tuna ($22) while I rekindled my relationship with

10

hospitality | june 2013

an octopus ($20). The tuna was that lovely deep red, raw flesh yet full flavoured thanks to the inclusion of smoke.

Draped over goats curd with a mustard seeds dressing and a scattering of pomelo cells, it was delightful. The octopus tentacles were sliced to reveal the whitest centre in contrast to flame red of the peppers de pardron underneath.

A splash of garlic puree rounded out the flavours and textures. Super.

For some reason veal always sounds like it will be a less burly option than steak, but when it comes as a 280 gram rib eye on the bone ($40) with wilted saltbush and grapes it was certainly more than a mouthful. Eating veal is a vital support to the dairy industry and this was an excellent chop.

I had the duck ($36) with apple done a number of different ways like ribbons, poached and as the base for a cider sauce. The duck skin was burnished golden brown and the meat tender and pink. We accompanied these mains with fantastic Dobson’s potatoes which were as good as chips could be and the waiter’s suggestion of a dish of organic baby cucumbers - simply sliced lengthways and dusted with Bottarga they were as crisp as if they had just come off the vine. Brilliant simplicity.

To round out this fine meal we share a sauternes crème custard ($15). The texture of the cream was like silk and

the sweetness was held in check by a caramel topping taken to just below the point of burning which allowed all the complexity to develop while shedding some of the sugary notes. This was clever cooking and very, very good.

Mark Best has certainly opened a successful southern franchise. The floor team was super smooth and dealt with all and sundry with a relaxed and confident ease. I’ve enjoyed more than one meal here and am yet to sample a dud dish. The kitchen and floor make everything work so well without fuss.

The butter for the bread is churned in house - served with an excellent French knife alongside. Sadly, you couldn’t take the knife home. However, I did manage to score a loaf of the excellent sourdough; as the night drew to a close they had some spares - and didn’t I look a treat heading home on the train; beloved under one arm and a large loaf under the other. Bliss.

‘The octopus tentacles were sliced to reveal the whitest centre in contrast to the flame red of the peppers de pardron underneath.’

Check it out Owner: Mark Best Executive chef: Mark Best Head chef: Matt Germanchis Where: 45 Collins St, Melbourne P: 03 9654 8545 W: www.peimodern.com.au

hospitalitymagazine.com.au

beverageimbibe

The shape of wine to come A revolution in Riesling and an escape from Botrytis. They’re just two of the distinguishing factors winemakers reported when Christine Salins spoke to them about how the 2013 vintage is shaping up.

S

tarkly contrasting weather conditions across the country have resulted in variable outcomes for grape growers this year, but although yields are down in many regions, there’s plenty of optimism about the quality of 2013 wine.

Lawrie Stanford, executive director of Wine Grape Growers Australia, said that depending on location, colour might have been hampered by the warm, dry weather.

Nevertheless, 2013 reds were widely reported to be “bright and concentrated” while whites were “likely to have better quality outcomes” than reds.

Bernard Hickin, chief winemaker for Jacob’s Creek, said the warm, dry weather in South Australia accelerated ripening and compressed the harvest.

Grape yields were down but it was an “above average” year in terms of quality.

Hickin said he was seeing great varietal definition in red and white wines, but the reds were particularly exciting, with intense colour and great tannin structure. He said the warm, dry conditions led to fruit for their Barossa Shiraz being picked as early as February 12, about 14 days earlier than Orlando’s 20year long-term average.

Similarly, Eden Valley Riesling was harvested four to six weeks earlier than it was 20 years ago. “The 2013 vintage highlights a new way forward for Riesling. A revolution is occurring in Eden Valley and Clare in which Rieslings are showing their best at lower alcohols,” Hickin said. Hickin believes Coonawarra Cabernet Sauvignon will be the star performer of 2013.

In the Murray Darling region, Deakin Estate winemaker Phil Spillman had the easiest Sauvignon Blanc harvest ever. “Instead of multi picks through each block, we cranked into it all, as the ripeness has come along in a wave – a tsunami of Sauvignon Blanc,” he said in February. “We’re heading towards a similar style to the 2012 with alcohol at 11.5 per cent to 12 per cent and a heap of intense flavour.”

Deakin Estate has done “some mucking-about projects” this year. “Pinot

12

hospitality | june 2013

Mark Kirkby from Topper’s Mountain.

Image: Topper’s Estate’s

Noir and Tempranillo are fermenting for possible material for a Rose from either or both.” Spillman was also playing with an “interesting parcel” of Pinot Grigio, using wild ferment.

The growing season in the NSW New England region saw it all: wind, rain, sun, storms, cloud, hail, wet, dry, tempest, hot, cool...not necessarily in that order. Topper’s Mountain owner, Mark Kirkby, said it was a challenging year.

“We had a very good start to vintage,” he said. “There was excellent fruit set and a sensible amount of rain.”

But from late January to the end of February, the region experienced consistent and unusual easterly winds.

These brought showers and storms every two or three days, helping botrytis establish itself in the white varieties, including Gewürztraminer, Sauvignon Blanc and Chardonnay.

From March, the season dried out, with excellent ripening conditions until the end of vintage. “We had to be very selective when harvesting the whites, ensuring we dropped bunches affected by botrytis,” Kirkby said. “Our Sauvignon Blanc ended up looking particularly good.”

Fortunately, their red varieties were not ripe enough during the wet periods to be affected by botrytis, and Kirkby

‘The 2013 vintage highlights a new way forward for Riesling.

A revolution is occurring in Eden Valley and Clare.’

said it was shaping up to be their best vintage to date.

Other vineyards in the region were not so lucky, with the season described as “extremely variable” by Ken Hutchison from Splitters Swamp Vineyards. A number of vignerons, including Blickling Estate, Deetswood Wines and Kurrajong Downs, decided not to harvest given the extreme conditions.

While tonnage is slightly down in WA’s Mount Barker region, intense fruit-driven wines are expected from the 2013 vintage. Galafrey chief executive officer, Kim Tyrer, said the warm, dry weather resulted in one of the quickest vintages.

Plantagenet Wines winemaker Cath Oakes said overall yields were slightly lower than usual but the quality was excellent. “A stand out for me is the Chardonnay, and the Cabernet...looks to have good intensity,” Oakes said.

West Cape Howe Wines winemaker Gavin Berry said despite some unusual weather events during the growing season, including a hailstorm while the vines were flowering, everything had come together well.

Read an extended version of this story online at hospitalitymagazine.com.au

hospitalitymagazine.com.au

Mainland makes lunchtime tastier Our varieties of high quality cheeses make Mainland ideal for cooking, salads and snacks.

Available shredded or sliced it is a must for any occasion.

For more information please visit our website at www.fonterrafoodservices.com.au

producemeat

A

Meaty matters The way Australian chefs source and handle the meat they’re using for their menus continues to become increasingly sophisticated. By Brea Carter.

On the menu: Jake Nicolson’s Korean-style Warialda Belted Galloway sticky ribs.

Want the recipe? Head online to hospitalitymagazine.com.au Image: Meat and Livestock Australia

14

hospitality | june 2013

ustralia is blessed with a clean environment and producers who are passionate about their product, so it comes as no surprise many of our restaurants have developed an international reputation for their top quality meat offerings.

When British chef and restaurateur Paul Wilson departed Melbourne institution the Botanical to concentrate on his Melbourne Pub Group venture he knew meat would be important in luring diners in. “Eighty per cent of the sales [at the Botanical] were meat driven, so I figured that was something that resonated well with Melburnians,” he says.

All four Melbourne Pub Group (MPG) venues - Circa at The Prince, Albert Park Hotel, Middle Park Hotel and Newmarket Hotel pay homage to various different types of meat.

“When I set up MPG each venue had a wood barbecue designed into the kitchens to really showcase the best meat and steaks in a real simple, pure and respectful manner,” Wilson says.

Wilson and his team of head chefs source their meat from a number of producers, and many are situated just hours from Melbourne. These include Allen and Lizette Snaith, who raise rare-breed Warialda Belted Galloway on their property in Clonbinane, north of Melbourne.

The pair are passionate about both the paddock-to-plate and nose-to-tail philosophies, so much so that they dry age, butcher and deliver the beef to venues themselves.

Wilson has developed a close working relationship with the Snaith family over the years, and he is a big fan of the breed.

“They are renowned for their slow growth and nice nature,” Wilson says.

“They’re very happy cows and the meat is heavily marbled because of their temperament - they don’t get stressed very easily. They live in a beautiful part of country Victoria and the meat is amazing. The beef is used mostly at Middle Park Hotel.”

Wilson also works with Vic’s Meats which provides MPG venues with grain fed beef, which is sourced from Rangers Valley Stockyard near Glen Innes in New South Wales.

“They specialise in long fed beef which is beef that has been fed for more than 150 days, 250 days, 300 days up to 400 days,” he says.

Wilson sources Wagyu beef from David Blackmore at Blackmore Wagyu Beef, who breeds his cattle in Alexan-

hospitalitymagazine.com.au

producemeat

dra, Victoria.

“David is probably Victoria’s most respected wagyu beef producer.

All his cows have original bloodlines from Kobe, a town in Japan Circa’s Jake Nicolson where waygu beef Image: Melbourne Pub Group was invented.

“He nose prints his delivery invoices to prove his cows are from Kobe – the guy is pretty fanatical.”

He also works closely with the Sher family, who are based out of Ballan in Victoria, and believes the quality of beef from both producers is second to none.

“Both having amazing beef which you can see on menus all over the world, including Thomas Keller’s Per Se and Tom Colicchio’s Craft Restaurant in LA,” he explains.

Wilson sources lamb from Poon Boon Lamb Co, who he says “having amazing salt bush lamb. The lamb is fed on salt bush so it has a slight flavour of the sea,” as well as Flinders Island Meats in Tasmania.

The group’s flagship restaurant Circa at The Prince is renowned for its specialist meat offerings, such as Chianina beef, a breed head chef Jake Nicolson says the venue has recently introduced to its menu.

‘I find that speaking with my producers and talking about the feed, upbringing and different qualities of the beef is incredibly helpful.’

Allen Snaith with some of his Warialda Belted Galloways.

Image: Meat and Livestock Australia.

“It is said to have been introduced from Asia into Italy in about 15BC, and in about 1974 it was imported into Australia for production.

hospitalitymagazine.com.au

“The beef was used for things that we systems that are set out by MSA,” use tractors for now, so it is a very lean Nicolson says. meat that has a very particular flavour Nicolson says large producers take and it is all pasture fed,” he explains. the grading system very seriously and The breed is one of the largest on are all generally MSA licensed, however earth, with an average t-bone weighing he acknowledges it can be difficult for in at approximately 1.5 kilograms. smaller producers to achieve such acAnd when it comes to sourcing the creditation. pork on the menu Nicolson says his “These guys can certainly adhere to main supplier is McIvor Farm Foods all of the criteria of the MSA but perhaps which supplies suckling pigs delivered they haven’t got the accreditation yet- it whole and then boned out at Circa. is another cost as well as I think they pay Customer satisfaction is high on a fee each year to ensure they are reachNicolson’s agenda, and he ing the standard,” he explains. says he works closely Wilson similarly supwith producers to deports MSA grading, liver a quality end however it doesn’t product.

“I find stop him from using that speaking with producers who my producers and may not be MSA talking about the licensed. “Gradfeed, upbringing ing is a fantastic and different qualthing to have, and ities of the beef is it is great you see it MPG’s Paul Wilson.

Image: Melbourne Pub Group incredibly helpful,” in the supermarket he says. now,” Wilson says.

“It ensures I know my “But in a restaurant I just product and can cook it well. think there is too much to lose for You have to rely on and work closely with a producer to supply you with a bad piece small producers to ensure they are doing of meat these days, so they always do the everything in their power to make sure the right thing.” animal is killed in the correct manner, has He says small producers often take had a good upbringing, is being fed well offence when they are asked if their meat and is carefully butchered and delivered.” is MSA graded, and he likens it to askWhen sourcing a rare breed for the ing a fruit and vegetable supplier if their first time, Nicolson do some thorough produce is organic. research to uncover all there is to know “They say ‘of course it’s organic, we about that breed. live and work in Australia, have you “When I choose a rare breed seen the pasture? Have you seen the clifrom a smaller producer I study mate? There is no need for fertilisers or the breed and work out its growth promoters. We don’t need that. particular characteristics,” It is a natural, beautiful, organic prodhe says. “It helps me deter- uct’,” Wilson says. mine whether I might need Brad Whittaker, executive chef at to use the primal on some Tweed Heads Bowling Club in northern varieties and a secondary New South Wales is an avid supporter cut for others.” of the MSA grading system. However he Nicolson expects pro- agrees with Nicolson and Wilson when it ducers to comply with comes to smaller producers.

Meat and Livestock Aus“[MSA] gives you the confidence tralia’s meat grading sys- to know that from the paddock to the tem, Meat Standards Aus- end-seller the meat has been monitored tralia (MSA). The system and graded and you are guaranteed it is is designed to guarantee the going to be of a certain quality, however quality of meat by setting stand- with the small producers you tend to ards that producers are advised to go more on reputation and they probmaintain at each stage of the supply ably know their cattle quite intimately,” chain, from paddock to plate. “People Whittaker says. come into these sorts of restaurants to It’s highly unlikely an unsatisfactory eat something that is of high quality cut of meat would ever make its way and I am paying good money for this onto a diner’s plate as the club’s own product, so I really do expect produc- staff butchers are trained to identify any ers adhere to, if not exceed, these grade such inadequacies when it comes to the

hospitality | june 2013

15

producemeat

meat served there. “They cut a piece of meat and they can tell straight away if it is going to be tender,” Whittaker says.

The club is into meat in a big wayand has invested much in the best way to manage its needs. It has an in-house butchery and two fully qualified butchers who are responsible for cutting up meat for meals, raffle trays and the club’s retail butcher shop, as well as producing value added products such as sausages and mince.

The butchers consistently churn out top quality meat, which is a must when you consider the club’s patronage.

“We do about 400,000 meals a year and we have a lot of regular people who come two to three times a week and they expect the same quality every time they come,” Whittaker says.

Unsurprisingly, the club requires a large and constant supply of meat, so Whittaker chooses to work with approximately eight large suppliers rather than the producers themselves. “It’s a little bit hard to go direct with the amount we use, which is why we deal with big wholesalers,” Whittaker says. “Our suppliers know the quality we want and it is up to them to keep that consistent product.

Whittaker explains his suppliers source meat from all over the country.

“We buy pork from a company here in Tweed Heads - Far North Pork- but he sources all his pork from producers in the Northern Rivers,” he says.

“He might have two or three producers that he buys off but I don’t get down to that level. We buy veal rumps from Victoria by the pallet. This ensures we will have the consistency of a product but then we age them ourselves.”

While he doesn’t deal directly with producers, Whittaker says he does work very closely with his suppliers.

“The most important thing is to build that relationship up with your supplier,” he says. “They know what you want and you know what you are going to get.”

Whittaker has particularly formed a mutually beneficial relationship with his pork supplier, who puts pork legs aside and freezes them throughout the year for the club to use at Christmas time.

“He freezes the pork legs during the year to the size we want, so at the end of the year he has the right sized legs for us and then he cures them and smokes them for us,” Whittaker says.

The club typically raffles and sells 500 half leg hams at Christmas time each year, which equates to approximately $15,000 worth of ham.

16

hospitality | june 2013

Horse not a menu winner for local diners Overseas it’s a delicacy but in Australia the attitude towards eating horse meat is keeping it off most restaurant menus. By Alexandra E. Petri.

We’ve all said it: “I’m so hungry, I could eat a horse”.

However, the recent attention horse meat has received in the media sheds light on the fact that may be no more than just a saying here in Australia, where the controversy over horse meat for human consumption lives on.

Horse meat is regarded as a delicious delicacy in most European countries. Why is it, then, that many Australians are turned off by the idea of sitting down in a restaurant and seeing horse listed as a dish on a menu? “I think it’s the emotional attachment,” says Vincenzo Garreffa, owner and butcher of Mondo Butchers.

“Horses seem to touch that very personal pet emotion in a lot of people. But the reality is if cows were as fast as horses, we’d be going to cow races every Saturday and not horse races. Horse is just another red meat, just like beef, just like lamb, just like camel, just like buffalo.”

Garreffa’s West Australian butchery is the only licensed abattoir in Australia to be allowed to legally sell horse meat here for domestic consumption for both the general public and restaurants. Known as the Prince of Flesh, he says he humanely slaughters the horses and processes up to 20 a year. The horses were all former pets, Garreffa says. None come from the horse racing industry. “I supply mostly to restaurants, and I’d say about 40 per cent of it gets supplied to home users,” he says.

But it’s a brave restaurant that will openly put horse on its menu with those who’ve done so subjected to abuse and, in some cases, death threats. Carmine Costantini, chef and owner of Melbourne Italian restaurant Osteria La Passione, says he was ecstatic to learn that horse meat was available for human consumption. “I was so happy and overwhelmed after living in Australia for years,” Costantini says. ”I miss horse meat. I reckon it’s one of the best, healthiest red meats.”

Costantini, who was raised in Benevento, Italy, says he grew up eating horse meat and is happy to work with it and serve it at his restaurant but the controversy surrounding horse meat frustrates him. He says he took horse meat off his menu as a regular dish after receiving phone threats and protests outside his restaurant. “It’s

like having a Ferrari but not being able to drive it,” Costantini says. He only now offers it at Osteria La Passione as a special.

Garreffa says it was a bumpy road when he first started processing horse meat for human consumption back in 2010, saying he received death threats and vicious e-mails from around the world. “When I got 4,000 nasty emails at WA butcher the start of this advenVincenzo Garreffa ture, that represent Image: Mondo Butchers maybe seven billion people in the world,” he says. “I see it as a drop in the ocean.”

Gradually things started to calm down for Garreffa and his business until the recent horse meat scandal in Europe took centre stage in the media. “When there’s nothing going on in the media, things seem to just bundle along, but when it’s in the media, it seems to do more business…it seems to triple our business,” Garreffa says.

What sets Europe and Australia apart, Garreffa says, is how cheap and readily available horse meat is in Europe in comparison to Australia. “The few horses we do – because of the very, very strong government control and trouble we have to go to to get it done legally – it becomes a very expensive product, and because it’s expensive, it won’t find its way into your sausage barbecue this weekend,” he says.

Horse meat can run anywhere from $35 to$95 a kilo depending on the cut of the meat, making it far too expensive to replace a meat as commonplace and cheap as beef is in Australia.

Garreffa says he doesn’t think the product will become mainstream in Australia. “But at least the people who are desperate for this meat – and also the other 30 to 40 per cent who are just curious to try it don’t have to go to illegal sources anymore.”

In the meantime the bulk of horse meat produced here is exported - two genuine-export abattoirs in South Australia and the other in Queensland, have been processing horse meat for human consumption and exporting it for the past 40 years.

Want to read more? See the full version of this story online at hospitalitymagazine.com.au

hospitalitymagazine.com.au

Customer satisfaction starts at the centre of the plate with

MSA GRADED AUSTRALIAN BEEF

Customer satisfaction starts at the centre of the plate with the quality of the beef you serve.

As the world’s leading eating quality program for red meat, MSA takes the guesswork out of buying and serving beef by delivering excellence in eating quality to ensure your customers enjoy tender, juicy beef every time.

If MSA graded beef is the missing ingredient on your menu, contact your wholesaler or Meat & Livestock Australia for a list of stockists today.

T: 1800 111 672

E: msaenquiries@mla.com.au

www.mla.com.au/msa

The symbol of excellence in eating quality

Image: Thinkstock

POStechnologies

harnessing

point of sale power

As hospitality in Australia comes under ever more pressure from rising costs and competition, industry leaders are harnessing the power of POS technology to boost their efficiency and productivity, writes Rosemary Ryan.

W

hen it comes to point of sale technology George Sykiotis, director of the giant Melbourne-based MADE Establishment hospitality group, is a power user.

With multiple venues under his control he has embraced his integrated system with vigour and is always looking for new ways that it can add value and efficiencies to both the day to day operation of the business - and in building closer and more profitable relationships with customers.

“These days hospitality is getting a lot more professional,” he says. “And you need to have the right information to make the right decision.

“With margins as slim as they are you need to be able to monitor your finances, your wages, your costs to the best of your ability. Point of sale (POS) is a key business tool. Any other business, like banks, spend millions of dollars a year on the software to make sure they know what’s going on in their business.

“But our industry is now getting pushed to another level of professionalism and if you don’t get on the band

18

hospitality | june 2013

wagon now you will be left behind.”

Sykiotis - whose group recently opened the latest addition to its restaurant stable, Gazi, and is also preparing to open the doors of its first Jimmy Grants venue in what’s planned to be a chain of “modern versions” of the souvlaki restaurant - says the intelligence about the day-to-day operation that a well-managed integrated POS system can offer is a vital tool for him in being able to maximise the efficiency and profitablity of the business.

“If you put the time and effort into your POS system you can track everything you need to know and have that information instantly at your finger tips,” he says. “It means you have so much more control over your business.

“As soon as you start seeing this you realise the power you really have by knowing things like what stock you have, how the business performed that day. At the end of every day I know exactly what has happened that day when I run my reports. With the integrated system we have with Redcat it goes right through from your purchasing, to your wages and your stock.

‘Our industry is being pushed to another level of professionalism and if you don’t get on the band wagon now you will be left behind. It’s simple as that.’

“Anyone can do the simple order taking, waiters taking orders on a POS device that goes through to the kitchen and and then they calculate the bill. Where it gets more complicated and smarter is when you start doing things like managing the costs of your goods - for example knowing exactly how much that bottle of wine cost you and how much you need to sell it for.”

But Sykiotis says while the operational tools a good POS system delivers are invaluable, the big opportunities ahead that he’s now focusing on is how to use the technology to get closer to his customers and cement the already strong loyalty base they have built.

“Customer relationship management is something we are really focused on developing at the moment,” says Sykiotis. “So really developing very good online booking systems and collecting as much data and detail about your patrons as you can, and then using that data.

“That’s so important - really working out how you can build a better picture of your customer’s behaviour. That knowledge can be so powerful.

“You can really target your custom-

hospitalitymagazine.com.au

Keep your kitchen cooking Bluestone International sources internationally qualified and experienced Chefs, Bakers, Pastry Chefs, Restaurant Managers and Hotel Managers for the hospitality and healthcare industries.

With offices throughout Australia and New Zealand and an experienced management team, we are considered an invaluable service for many hospitality operators.

Sourcing internationally to find you the World’s best talent.

Bluestone International has access to a global network of candidates and provides a seamless solution to your international staffing requirements.

Belinda Visser Account Manager • Bluestone International T 03 9685 4400 • M 0488 974 318 E Belinda.Visser@bluestoneinternational.com.au

bluestonerecruitment.com.au

POStechnologies

Power POS: Staff at MADE’s new Gazi restaurant.

Image: Redcat

ers, profile them and know what type of things to market to them. Things like Joe Blogs loves the table over there and he drinks red wine, and he likes to be served by waiter B. So next time he makes a booking you know all of these H O 0 6 1 3 _ 0 2 0 _ Q U Edetails - about 1 2 him 0 1 and 3 - you 0 6 -can 0 4deliver T1 2

outstanding service.”

Sykiotis says one of his big focuses now is how to integrate the POS system more closely with social media and reservation systems, enabling the restaurants to harness the power of social : media 1 0 : and 3 4its+immediacy 1 0 : 0 0 with customers

to communicate better.

Loyalty programs are one of the areas generating increasingly more interest from hospitality operators, says national sales manager at Redcat, Spiro Vournazos. “One of the key areas that we’re finding in the restaurant space that restaurants are really starting to realise is the advent of integrated loyalty and communication systems,” he says.

“Restaurants are just starting to work out how to really leverage the loyalty program functionality as part of their POS system to use it effectively for their business, and they are seeing how valuable it can be.

“We find that on average - and it does vary dramatically depending on how well a business uses it - that amongst our customers using loyalty systems they’re finding a revenue boost of around six per cent. But there are some customers out there who are doing an even better job of it in terms of being very smart with their communications.”

Vournazos says the key to developeing highly effective loyalty programs is “integration”. “There’s an absolute plethora of third party stand alone loyalty systems out there that are now avail-

I AM THE NCR QL710 POS TERMINAL. L. I PROVIDE YOU WITH RELIABILITY AND SPEED OF SERVICE. We are NCR. We make everyday easier.

You may be familiar with our Quest VersaTerm product. Say hello to the newest member of our family. The NCR QL710 is a hybrid POS terminal with a combined touchscreen and membrane keypad in a single unit. With new functionality, this terminal is one of the most reliable on the market today.

www.ncr.com/hospitality | h-ev.enquiries@ncr.com

20

hospitality | june 2013

hospitalitymagazine.com.au

POStechnologies

able to business owners. But businesses need to ask really important questions such as who is going to be communicating to my customers.”

Vournazos says his company’s focus has been on developing loyalty system that are tied very tightly to the POS system. “It makes it more effective for gathering people’s details and then being able to use them effectively,” he says.

“And on the backend we give the restaurateur or business owner absolute control over the entire data base. That means they have visibility of every member of their loyalty program - what they are spending, when they are spending it.

“They can use the system to run reports and extract that information - they can use it for their own marketing purposes. You can create lists to send to a marketing house.

“You could say for example give me a list of all the members who have been here in the last 12 months but haven’t been back for the last three months.

“You can then run a campaign to target those people, saying we miss you and here’s a special offer for you.

“Or maybe you could do things like H O 0 6all1 the 3 _ members 0 2 1 _ R E Dbought 1 targeting who

hospitalitymagazine.com.au

‘Things like targeting customers who bought vegetarian meals in the past and contacting them to say here’s our new vegetarian menu and a special offer to come and try.’

vegetarian meals in the past and send them an email saying here’s our new vegetarian menu.

“You don’t necessarily want to send that sort of communication to people who have bought steaks.

“One of the biggest reasons for loy-

alty systems failing is because the business has failed to communicate relevant information to the customer.”

Want to find out more? See a longer version of this story on our website at hospitalitymagazine.com.au

Image: Thinkstock

2 0 1 3 - 0 6 - 0 4 T1 1 : 5 9 : 0 9 + 1 0 : 0 0

hospitality | june 2013

21

crockery&cutlery

Tableware talks

Cafe colour: Colourwave in turquoise and green.

Image: Noritake

Long a world of white in Australia, the trend in tableware in foodservice is heading for a greater injection of personality, colour and individuality, writes Rosemary Ryan

22

hospitality | june 2013

S

omething is definitely happening on Australian restaurant tables - and not just with the food being served.

Experts in the tableware industry say the hospitality sector here is making a return to design, innovation and individuality when it comes to the crockery and cutlery being selected for settings. Things are also getting more colourful.

“We are seeing a strong presence for colour this year and I believe that that’s something that’s going to continue into next year,” says Daniel Grundmann, international sales manager for major tableware supplier H.A.G Imports.

“White sales are still on the increase and it’s timeless but colour is becoming a huge factor in middle and high end dining.

And there is a lot of interest in exclusive ranges and shapes. We have a lot of [operators] who want to discuss what they can

High tea whimsy: Carnival range Image: Noritake

hospitalitymagazine.com.au

crockery&cutlery

Sleek modern: Tate range from Luzerne.

Image: Luzerne

hospitalitymagazine.com.au

hospitality | june 2013

23

crockery&cutlery Savannah Acacia cutlery range from VGM Imports.

Image: Newscast

Drift glass tableware range.

Image: Marguerite Doré

Rochefort cutlery range and Springbrook porcelain.

Image: Noritake

do with tableware to be different.”

The high tea trend in Australia could have been the kick start behind the surge in interest in distinctive tableware in foodservice, says Steven Yeend, the national sales manager at Noritake Australia.

“A decade ago much of the industry went down the path of cheap generic Chinese porcelainin ‘me-too’ designs that were lacklustre in both quality and visual presence,” says Yeend.

“But now, possibly kick started by the huge ‘afternoon tea’ phenomenon, many hotels and restaurants are reengaging with high quality tableware,

and also seeking their own signature look with beautifully designed and produced dinnerware and tea services.

Yeend says that recently both The Windsor and Langham Hotels in Melbourne completely refitted their tea rooms with fine porcelain tea services that have enabled them to put their own individual stamp on their tableware in their strategy to create a memorable experience for their guests.

“We’re definitely receiving more requests from restaurants and hotels seeking a means of introduc-

‘Many restaurants are re-engaging with high quality tableware, seeking their own signature with beautifully designed dinnerware.’

24

hospitality | june 2013

hospitalitymagazine.com.au

White Bistro

Find this and many other ranges designed specifically for the hospitality industry at www.maxwellandwilliamshospitality.com.au

crockery&cutlery

ing a strong signature to their dining rooms while balancing style and design with the robustness required in the hospitality industry,” he says.

Retro styling, particularly in cutlery, is also a trend with some operators heading to second hand shops to hunt out quirky pieces. “Operators are shopping at op shops to gain a point of difference,” H.A.G’s Grundmann says.

“Casual dining particularly is becoming more and more eclectic.”

There’s also much interest in handcrafted artisan pieces that can add extra buzz to a table.

Newcomer to the hospitality tableware market Marguerite Doré, who specialises in hand-made glass tableware, says the reaction to her pieces from customers ranging from hotels to smaller restaurants has been very strong. “I think chefs and restaurateurs are really on the look out for something unique,” she says.

Check out the latest new arrivals on the market we’re featuring here. Then head along to Hospitality online at hospitalitymagazine.com.au to find more new x x mnews da d 2 4 5 2 for 1 3your 1 4tables.

4 1 4 0 7 product and ideas

Wonderland range.

Image:Luzerne

Chamonix range.

Image: Noritake

-

2

2 0 1 3 - 0 5 - 2 4 T1 4 : 0 5 : 5 0 + 1 0 : 0 0

Unique. Sophisticated. Original.

Fun for dining: Cosmic range.

Image: Noritake

26

hospitality | june 2013

hospitalitymagazine.com.au

managementcomment

Recruit with lure of a tree change About Us

Rural hospitality operators have much to offer potential employees but they need to be more vocal about it, says Ken Burgin.

C

ity people don’t want to hear their rural cousins complaining about staff shortages - they’ve got the same problem.

But with all the problems of finding staff, why do country businesses usually do so little to promote their advantages?

When I recently visited a large town on the Murray River a while back, I was amazed by the facilities and the lifestyle it offered. It was close to a large town and just two and a half hours drive to Melbourne, with lots of nice cafes. And houses for sale at prices that would buy one bedroom in a capital city.

The job advertisement should describe a location like this as perfect for family life and recreation. What have you got to lose? Promote the benefits of where you are - brainstorm with others to make a list. Check the local council’s website - they’re in the business of positively promoting the area and may have good descriptions of all that’s on offer.

Advertise positions so the whole country can read them - on your website and using online job services. Regional areas need to be even more web-savvy to overcome distance. Add a good employment page to your website and have a lively, interesting Facebook page showing the people who work for you.

Get savvy about workers from overseas, whether they’re young travellers or people you recruit under a 457 visa. This can be satisfying, or frustrating, or a bit of both. Reach out for help from the restaurant or hotel associations.

Make friends with your local school.

Hospitality is a popular subject, and your work with teachers will mean you hear about their best students. Host site visits, offer to be a guest speaker and find out what they need to help improve school-to-work transition.

Jump onto the training bandwagon. It won’t take long to find a training provider who will support you with supervision,

hospitalitymagazine.com.au

materials and even a subsidy.

Everyone needs to start ‘growing their own’.

Work with parents. They see the job advertisements, wake up sleepy teens and make sure they turn up for shifts. If they know you’re offering work with a future, they will make a big effort to support you. Make sure you play fair and pay properly.

Think outside the square about who you’ll employ. You may prefer an 18-yearold with that big smile, but the 45-year-old mum may be more stable and flexible.

Offer a Modern Pay & Benefits Package - being regional doesn’t mean you can plead ignorance of changes happening in the 21st century workforce, and wages are almost the same across the country.

Four key package elements: 1. The right pay. Offer an amount you can afford, and enough to motivate.

2. Benefits that will be valued. That could be flexible time or maybe a study tour to the city.

3. Meaningful work-life balance.

Fewer and fewer people want a rigid 40-hour week. Some prefer parttime, and others want 50 hours to make more money.

4. Acknowledgement for good performance. An effective program can be formal or informal, and can have cash or non-cash incentives.

Ken Burgin is a leading hospitality management consultant. To find out more visit www.profitablehospitality.com or contact him on 1800 001 353.

The Foodservice Industry Association is a non-profit organisation formed in 1985 to organise and manage Hospitality and Catering Expos throughout regional NSW. The events provide an opportunity for members and non-members to promote their products and services to all sectors of the foodservice and associated industries.

By specialising in high value exhibitions for both participants and visitors alike, The Foodservice Industry Association has established itself as the leader in the regional Foodservice & Catering Expo/Trade Show field.

Ken Burgin

The association is managed by industry professionals from our membership, with some of Australia’s leading Foodservice providers at the helm, including Bayview Seafoods, Sara Lee, Clorox, Patties Foods, Ingham’s, Ready Bake, Murray Goulburn and Peerless Foods, just to name a few.

Vision Statement

‘Hospitality is a popular subject, and your work with dedicated teachers will mean you hear about their best students.’

The Foodservice Industry Association is committed to the ongoing growth and development of the industry and our members by continuing to deliver high quality, high value trade shows and exhibitions throughout regional NSW. These expos and trade shows give a broad range of industry users the opportunity to meet and compare and discuss the latest trends in the Food Services Industry.

By specialising in high value exhibitions for both participants and visitors alike, The FIA – NSW has established itself as the leader in the regional Expo/Trade Show field

Upcoming shows JULY 23th Tuesday - 12pm to 7pm Ballina RSL 240 River Street, Ballina NSW SEPTEMBER 3rd Tuesday - 11am to 7pm WAGGA WAGGA - Wagga Wagga RSL Corner Kincaid and Dobbs Streets, Wagga Wagga NSW 2650 NOVEMBER 19th - 20th Tuesday - 2pm to 7pm Wednesday - 10am to 4pm COFFS HARBOUR-Coffs Harbour, Race course, Howard street,Coffs Harbour 2450

For any enquiries please contact Melinda Snow Foodservice Industry Association NSW Inc

PO Box 4062, BAY VILLAGE NSW 2261 Tel: 02 43341114 Fax: 02 43341114 Mob: 0422 087 488 melinda@foodservice.org.au

www.foodservice.org.au

hospitality | june 2013

27

managementcomment

No bookings, no loyalty With increasing numbers of restaurants going down the no booking route, our columnist Tony Berry questions the business sense in the strategy.

W

e got the brochure, selected the performance, decided on a date and requested a reservation.

Booking confirmed, payment asked made, tickets received.

On the appointed date we Tony Berry turned up. Our seats in the theatre were vacant and awaiting our backsides. What could be easier?

Then there was the time we decided to go travelling. We did some online fertling, found an appealing deal, continued on to the checkout, completed payment and confirmation arrived in our inbox. And when we trundled our bags up to the check-in counter some days later we were provided with boarding passes. What could be simpler?

Fast forward to the day we decided to dine out at a place of reasonable repute. A phone call was made to book only to be told no such service operated. It was a case of turn up and hope there is a table free.

Nonetheless we decided to venture into the unknown only to find several other hopefuls ahead of us. We could wait, have a drink at the bar, go for a walk and leave a phone number or simply fade away into the night and try our luck elsewhere. Who cared?

Certainly not the operator of this “hospitality” outlet.

The switch to “no bookings” is the policy some restaurateurs see as the answer to that eternal industry curse of the noshows. In other cases it’s simply an unlovable display of arrogance that says “we’re so good/popular/ whatever that we have only to open our doors and people will come - and even queue for the pleasure.”

This is all well good while you remain in favour with the fickle public. But when they move on, as they surely will, what will you do then?

On a par with the no bookings brigade are those equally arrogant operators who dictate how long a table can be occupied. In a push for higher turnover they set rigid dining times and woe betide the customers who decide to linger over a meal and actually try to enjoy the occasion despite the it’s-time-

to-move-on attitude of the staff.

Whatever happened to service and hospitality?

To instigate such negative policies is no way to counter the plague of no-shows. They merely set up a combative environment in an industry which already seems increasingly beset by a “them” and “us” attitude. They are counter-productive to the welcoming and friendly atmosphere which should exist the moment a punter enters. At least start off on the right note.

So why not take a leaf out of the examples quoted above of the entertainment and travel industries? No one has ever complained or baulked at being asked to pay upfront, or pay a non-refundable deposit, when it comes to booking airline or theatre seats, or even make a hotel reservation. So why is reserving a table in a restaurant any different?

In all instances there’s a request for service and an agreement to supply that are confirmed by the exchange of all or part of the cost. Failure to comply should incur a penalty that compensates the provider for loss of business.

There is, after all, little doubt diners are quick to seek redress if a restaurant fails to deliver what is expected. So why should we expect anything less if the situation is reversed and the diner fails to turn up?

Those against such a policy seem to feel it would deter potential customers. Really? Where’s the potential in a customer who decides at the last moment to cancel (often without notice) or to go elsewhere?

Go ahead: charge ‘em. Get them to confirm date and time. Make them commit. And then give them an experience that will have them coming back for more – and have them making a deposit to do so.

My card number is...

‘Instigating such policies is no way to counter the plague of no shows.’

28

hospitality | june 2013

Tony Berry is a former editor of Hospitality magazine, a restaurant reviewer, and restaurateur.

You can get in touch with him via his email at tonybee@ozemail.com.au

doctorhospitality The chef wants his name on the menu but I’m worried this may lead to him being poached by a competitor. How should I handle this?

If he’s talented enough that he wants his name on the menu, attempting to hide him from the world will only send the message that you’re either underpaying him or that he’s not in an environment in which he can truly excel. He believes enough in his expertise that he feels his name carries weight, and with it, a professional assurance that the customer is in good hands. Use this to your advantage. A bit of ego stroking is not a bad idea, especially if it’s been earned. Most true kitchen talents will always have options; keeping your chef happy is playing the strongest card you have and builds mutual trust in your business.

We have a waiter with a body odour problem – staff and customers notice it. What do I say to him?

No time to hold back – it affects your team and sales. I assume your staff manual says that staff must shower every day and use a suitable deodorant? Make time for a private talk. You may want to say that the subject is awkward, but you have noticed a noticeable and unpleasant odour. Is there a medical problem, and if not, does he shower every day? Does he realise it’s noticed by other people? Remind him of the daily shower rule. Also relate it to the strict hygiene standards that are required in a food business - cleanliness is a requirement the same as punctuality and safe work.

Our chef wants to run cooking classes?

Would they be good for business?

Great idea, so long as you’re ready to promote it – cooking classes are hot. It adds credibility to your establishment and piques curiosity about the chef, the menu, and the food. You might even offer a package deal where people who pay for the cooking class will get a discounted group lunch rate when the course concludes. Or they can bring a friend to share the meal they’ve cooked.

Time these events for slower times and they could even be promoted through one of the coupon sites if you’ve got a good margin it’s a great for new people to discover you.

Have a question for the good doctor?

Send him your queries via Hospitality editor Rosemary Ryan with a quick email to rosemary.ryan@cirrusmedia.com.au

hospitalitymagazine.com.au

shelfspace

1

2 4

3 6

5 1 Good for the environment While SCA’s TorkXpressnap napkin dispensers have been helping foodservice businesses control the waste of their paper napkins, the environmentally friendly message has just gotten better. As well as being 100 per cent recycled, the napkins for the dispensers are also now available in locally-produced Forest Stewardship Council certified options. Also new is SCA’s free AD-a-Glance web app that allows businesses to create their own panel artwork online.

Find out more at www.sca.com

2 Doré offers dining with a creative difference The new Drift range of Australian made glass dining ware from Marguerite Doré features handmade serving plates and platters in up to fifteen different colours and six different shapes and sizes, along with a dipper. Inspired by

hospitalitymagazine.com.au

Australia’s natural icons, each piece is designed to both complement and showcase food items.

Visit www.margueritedore.com.au

3 Add a touch of the east with new Nano range RAK Porcelain pays homage to Asian fare with its new Nano collection. The range features all of the kinds of crockery pieces needed to serve an Asian menu including rice bowls, chop stick stands, soup spoons and soya pots with stands. It also features a range of generic plates and bowls for use across various different settings, including platebowl hybrids that are great for pasta and deep bowls for soups and casseroles.

See www.australianfinachina.com.au

4 Mash and puree with ease The Masha from Prep appliances is specifically designed to puree

and mash a range of different fruits and vegetables. Rotor cone technology operates to ensure the appliance produces smooth, lump free foods, and it’s easy to clean thanks to a quick-release motor blade. The Masha features metal drive gears and a double reduction gearbox for greater speed control and maximum durability.

Hospitality industry professionals are entitled to purchase the appliance at cost price.

Head to www.prepstore.com.au

5 Put crab on the menu with tasty seafood snacks A&T Trading has added premium crab cakes, tapas chilli crab cakes and crab backs to its range of frozen value added seafood offerings. The premium crab cakes contain crab meat, lemon juice, paprika, mustard and onion, meanwhile the tapas chilli variety features a combination of crab meat, cheese, jalapeno peppers,

chilli and spices and it is lightly crumbed. The crab backs comprise blue swimmer crab shells that are filled with red and green peppers, parsley, lemon rind, crabmeat and tamarind.

Visit www.atttrading.com.au

6 Health-conscious cakes for intolerant customers The new cafe range of dry cake mixes from Tania Hubbard of the Gluten Free Grain Free Company cater to the needs of cafe owners who want to look after customers with food intolerances. The organic fair-trade mixes are free from gluten, grains, nuts and dairy and they are available in five flavours including vanilla, chocolate, date and cinnamon, ginger and strawberry. To transform into cakes for your cafe the mixes require only three additional ingredients - eggs, water and olive or coconut oil, and take just 35 to 40 minutes to bake.

See www.glutenfreegrainfree.com.au

hospitality | june 2013

29

eventscalendar

This is a revolutionary Coffee cup and lid

hospitalitydiary JUNE 14-23 Noosa Longweekend Festival Now in its 12th year this festival is a 10-day cultural celebration of art and food in one of Australia’s most loved resort destinations.

See www.noosalongweekend.com 18-20 The National Cleaning and Hygiene Expo, Brisbane Convention and Exhibition Centre Business owners wanting to keep up-to-date on the latest thinking and best approaches to cleaning and hygiene won’t want to miss this.

See www.cleansceneshow.com.au

Produced by the world’s largest family owned manufacturer of disposable packaging.

The Fusion cup.... a thin thermo core wrapped in the highly fashionable paper outer layer, it will keep your coffee hotter longer, increasing return business thus generating more profit.

Coupled with the non spill Optima lid in white or Black including Dart’s famous pinch fit seal.

Food culture: The Noosa Longweekend Festival

SEPTEMBER

24-25 Lunch!; Royal Hall of Industries, Moore Park, Sydney Targeted specifically at the multi-million dollar food-to-go market, Lunch! will feature more than 100 suppliers plus a range of events celebrating the market.

See www.lunchshow.com.au

9-12 Fine Food Australia; Sydney Convention and Exhibition Centre The largest gathering of suppliers for the foodservice and hospitality industry under one roof is back. This year it’s Sydney’s turn to play host.

See www.finefoodaustralia.com.au

AUGUST

OCTOBER

12-13 Lunch!; Melbourne Convention and Exhibition Centre If you missed it in Sydney make sure you make it to Melbourne for the second Lunch! expo for 2013.

See www.lunchshow.com.au

28 Savour National Awards for Excellence; Royal Randwick, Sydney The annual awards from Restaurant & Catering Australia recognise the best foodservice operators around Australia.

See www.restaurantcater.asn.au

AD_ HOS AUS S E P _ 1 2 . p d f Dart thinks of the little things that matter.

• Amazing graphics to promote your coffee business • Dart offers custom printing on all three size, 8oz, 12oz and 16oz.

• A lid that won’t pop off and burn your customers.

• A lid that is totally reclosable, it won’t spill in your car or all over that important paperwork on your desk in the office.

• All this with friendly and reliable customer service.

At Dart it is just like working with some one who is part of the family.

Contact Craig Pickrell 0412 123 822 NSW John Oppy 0412 248 370 QLD & WA Jase Elms 0412 507 156 VIC, SA & TAS

Pa ge

1

2 7 / 0 8 / 1 2 ,

AUSCROWN

PRODUCTS MADE IN KOREA

More Catering Appliances shop online

www.auscrown.com Austcrown P/L Ph: (03) 9873 5811 Fax: (03) 9873 5311 email info@auscrown.com 30

hospitality | june 2013

hospitalitymagazine.com.au

magazine

We’re topping things up with your chance to win a Roband Milkshake maker!

WIN!

1 of 3 R oband Milksh ake ma ke PLUS o ne of E rs dly Toppin g varie n ty

Hospitality Magazine together with Edlyn, are giving you the chance to win 1 of 3 Roband Milkshake makers.

PLUS one of each of Edlyn’s delicious topping varieties.

Just tell us in 25 words or less why a Roband Milkshake maker would be perfect in your kitchen.

To enter visit: www.hospitalitymagazine.com.au/win

Winners will be announced in the August issue of Hospitality Magazine. To view terms and conditions visit: www.hospitalitymagazine.com.au/edlyntc Competition closes 28th June 2013.

Striking design, powerful performance.

Waldorf Bold delivers a new aesthetic approach enhancing the Waldorf 800 Series’ widely appreciated speed, power and efficiency.

When your kitchen needs to attract and enthrall, this range is sleek, seductive and sophisticated right down to the custom plinth mounting. And, while we started with a dramatic black vitreous enamel finish, Waldorf Bold is also available in burgundy and chilli red.

So get in touch and get ready to make a bold impression.

For further information on the creative possibilities of Waldorf Bold contact www.moffat.com.au or phone 1800 023 953.

moffat.com.au

MOFFAT 1316 1/13