WELCOME STRANGER HOTEL
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On
Mark Robertson OAM, Peter Burnett Medal
Australian Hotels Association (Victoria)
AHA (Vic)
Level 1, 1 Little Collins Street, Melbourne Victoria 3000
PO Box 18067, 111 Bourke Street, Melbourne Victoria 8003 03 8631 7922 | ahavic.com.au
Editor
Priyanka Shahdadpuri
Marketing and Communications Lead p.shahdadpuri@ahavic.com.au
Artwork 2903 Creative 2903creative@gmail.com
Edition 4 PRESIDENT’S MESSAGE 6 CHIEF EXECUTIVE OFFICER’S UPDATE 8 AHA (VIC) MEMBERSHIP UPDATE 11 ADROIT: WILL INFLATION IMPACT YOUR INSURANCE? 12 MEET THE TEAM 16 FEATURE: WELCOME STRANGER HOTEL 20 TANDA: STOP SPENDING HOURS SENDING AND SIGNING CONTRACTS 22 TAA (VIC): OCCUPANCIES TRENDING UPWARD, BUT WORK STILL TO BE DONE 25 TAA (VIC): PRICING AND PAYMENT SURCHARGES 26 CAMPARI: A LETTER FROM MANAGING DIRECTOR SIMON DURRANT 28 HOTEL CARE FOUNDATION ACTIVELY CONTRIBUTING TO A POSITIVE CHANGE 33 AVTES: 2023 HOSPITALITY TRENDS YOU NEED TO KNOW ABOUT 34 TAA (VIC) FEATURE: MOTLEY HOTEL 36 KENO MAINTAINS HOTEL RELATIONSHIPS 40 SUPAGAS: BEAT THE SUMMER HEAT! 42 HOSTPLUS WINS FUND OF THE YEAR 45 NEW PARTNERS 46 NEW MEMBERS
acknowledge length of tenure but the impact he has had – we are exceptionally lucky to have him lead our team.
Every year poses new challenges and opportunities.
We need to address the increasing cost of doing business; CPI, power and insurance, the cashrate and the issues around supply chain. Who would have thought a pub in the Irish settled City of Ballarat couldn’t get spuds.
The need for us to work with our partners, a joint responsibility, to ensure going to a pub or hotel is not out of reach.
But the state of play is that performance is improving. There is a genuine desire to meet, travel, socialise and celebrate.
should not destroy the mum and dad operator who have invested, sacrificed and served their community or neighbourhood in a responsible and compliant way.
I get frustrated when alcohol is sometimes used as a reason for violence. For hospitality to be successful and accessible then the streets must be safe.
The industry is leading the way – mid-strength beer now tops the segment and great innovation has occurred with low alcohol and no alcohol wine, spirits and other beverages.
We look for a sustainable industry - working with law makers and regulators to ensure best practice so that both social and business objectives can be achieved. Investment in our industry relies on confidence and a trust that operators must be deserving of.
As we enter the New Year, it’s important to reflect on the challenges and opportunities that lie ahead.
The hospitality industry is constantly evolving and this year is no exception.
One of the biggest challenges we face is the increase in the costs of doing business. From rising prices of raw materials to increased taxes.
However, there are also opportunities to be found. A stabilising economy presents new possibilities for growth and expansion. By taking on these challenges and opportunities, we can achieve great things in the coming year.
AHA (Vic) hosted its annual New Year Cocktail Function, attended by the AHA (Vic) Council, industry partners and our parliamentary friends.
Below is my speech to open our New Year Cocktail Function.
Welcome.
It would be remiss of me not to recognise that Paddy recently hit 22 years with the AHA. I need to clarify with Paddy if you do in fact hit 22 years, or is it survive, last, achieve or some other adjective.
His twenty-year anniversary occurred during lockdown and prevented us from recognising the milestone. A time when he was at his busiest showing an incredible work ethic and commitment to the industry. So, we don’t just
To sustain that desire, we - individually and as an industry - need to protect the values our hotels hold in the community.
We need to ensure we are still the best place for a group of friends to come together, spend that precious discretionary dollar, receive great value - cold beer, a quality meal, friendly service and a place to belong.
I’m optimistic that the labour and skill shortage is improving. And we have our part to play. We want our staff to be our advocates, our recruiters.
Working in hospitality offers so many different things to so many different people; the first job for a young kid learning how to greet customers, the last job for an ex-cabby with great rapport over the bar.
A hospitality career can take you around world or be the best part-time job whilst completing a university degree.
We are committed to recruiting and training; to be an employer of choice. Initiatives to draw people into this wonderful industry; trained, developed, motivated and properly paid.
The fact is that the safest place to have a drink, a bet and a catch-up is on licensed premises – it is not in sheds, it is not unsupervised on-line and it’s not alone.
But with this privilege of holding a license comes responsibility – to which we are committed.
The poor behaviour of some in our sector has been well documented – harsh penalties applied, and rightly so. But their behaviour
There is so much to look forward to.
The pending merger of Tourism Accommodation Australia and the Accommodation Association to form Accommodation Australia will be a significant achievement and provide the accommodation sector with a single voice to government.
We welcome discussions around the development of Docklands, more years of tennis and fast cars and additions to the incredible event and arts calendar.
To our members of Parliament - we appreciate your attendance as your presence is a sign of support and of valuing what we do.
And with the support of our elected representatives, our operators will continue to provide the freshest of produce, greatest service, innovative facilities and vibrant hospitality to ensure Victorians and those lucky enough to visit us have a wonderful time.
I wish those in office a great year of decision making, our wonderful corporate partners growth and success and our operator’s great trade.
Cheers, David Canny President Australian Hotels Association (Vic)
Jan Burnett presents Mark Robertson OAM with Peter Burnett Medal of Honour
David Canny, The Hon. Danny Pearson and Paddy O’Sullivan
Uncle Bill Nicholson
Neil Grant, Anne and Mark Robertson OAM
Paddy O’Sullivan delivers CEO Address
Georga Byrne Duo
Anna Beaton, John Pesutto MP and Brad Rowswell MP
PADDY O’SULLIVAN | CEO
As you are aware, the cost of goods and services, as well as utilities such as gas and electricity, have been on the rise. This has been putting pressure on businesses to maintain their margins and it has become increasingly difficult to keep prices competitive.
Additionally, we continue to face labour and skills shortages.
Despite these challenges, we can be optimistic about the year ahead.
Victoria is full of strong and resilient communities and we have demonstrated in the past that we can come together to overcome adversity. AHA (Vic) will continue represent your interests and pursue solutions to these challenges for your businesses to thrive in 2023.
One of the key areas that we need to focus on is compliance. It is vital that we maintain strong compliance to liquor, gaming, and wagering regulations in order to ensure sustainable growth and success of our industry.
By implementing solid processes and good governance, we can navigate any challenges that may arise and continue to promote pubs and hotels as community, business and hospitality leaders.
In addition to compliance, we need to focus on innovation and diversification. Many businesses are looking at ways to diversify their offerings, whether it be through the introduction of new menu items, the creation of unique experiences or the use of new technologies.
We should be encouraging and supporting these efforts, as they can help to drive growth and keep our industry competitive.
Another important aspect is to continue to train and develop our staff. Investing in the development of our people can help us to retain talent and ensure that we have the skilled workforce that we need to continue to thrive. This is critical in addressing the labour and skills shortages that we are currently facing.
Members are encouraged to reach out to the AHA (Vic) team if you need support to improve in any of these areas, and to work together to ensure that we are all operating in accordance with the regulations.
The hotel industry is a vital part of the economy and we have a responsibility to ensure that it remains strong and vibrant. Let’s work together to make that happen.
Cheers,
Paddy O’Sullivan Chief Executive Officer Australian Hotels Association (Vic) p.osullivan@ahavic.com.au
With the festive season now behind us and the school holidays completed it’s time for a quick reset as we start planning for the remainder of 2023. With the general cost of living up and supplier increases applied in February it’s integral to manage your costs to maintain margins.
As in previous years AHA (Vic) have quite a busy member calendar and part of this is the regional Pubs Pots and Profits series (PPP). This year we will be conducting three events in Wangaratta, Traralgon and Warrnambool.
We’ve decided to change the format for Pubs Pots and Profits to include greater interaction through networking sessions including a new initiative of a one-on-one supplier session, we hope this will allow venue specific information to be discussed as a group. A further group discussion will be held about the day-to-day activities in venue as a focus on making greater profits.
The sessions are free for members so come along and register, if you know of any other publicans you would like to bring! The greater the number of publicans present the more we all learn, see you there.
KEY DATES
Wangaratta Tuesday 21st February
Traralgon Tuesday 30th May
Warrnambool Wednesday 2nd August
Troy Patterson
Membership Executive
Australian Hotels Association (Vic) t.patterson@ahavic.com.au
AHA (Vic) are conducting a Gin Tour after the Pubs Pots and Profits in Wangaratta on Wednesday 22nd February. With such a focus and demand at venue level on Gin varietals, this will be a great opportunity whilst in the North Eastern Victoria region to leverage some of these venues:
Billson’s Brewery • Backwoods Distilling Co • Glenbosch Wine Estate
It’s a one-day event designed to educate members about the gin making process. Coupled with a unique Tanqueray private dining experience to conclude the day. The tour also gives our members some insight into meals and drinks that they can add to their menus and venue offers.
Date: Wednesday 22nd February
Time: 10am – 9pm
Cost: $125pp
Already honoured for the best rooftop bar by AHA (Vic) in 2021/22, the Telegraph is a testament that old pubs that have a less than desirable reputation can be turned around with the right people at the helm.
Around 14 or so years ago, the current owners saw something here that could work and no doubt after many hours of toil and holding nerve, they are rewarded with one of the best pubs in Victoria.
Simply put, it is a wonderful pub experience.
Billson’s Brewery
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High inflation rates are not only reducing customer buying power and confidence, they are pushing the cost of doing business skywards. From increasing wages due to short supply of staff, logistic costs going through the roof, to supply chain issues. Most elements are out of the business owners’ control, so what does this mean for your insurance?
One of the major impacts on your insurance is having adequate cover. For example, with rising costs increasing, the amount needed to rebuild your pub or hotel will also increase, opening you to risk should your sum insured not be correct. There’s an underinsurance clause which allows movement of up to 20% in costs, and you are still insured. Should you need to make a claim and you are deemed to have insured over 80% of the valuation of a rebuild there is no effect on your payout from the insurer. But should you insure for under 80% of the valuation, the underinsurance claims kicks in and your claim payout will be impacted by the percentage under the 80% you have insured.
Let’s look at a real-world example. The hotel was insured for $1,000,000. A fire happened at the property which by the building repairs costed $340,909. Insurer employed a Quantity Surveyor to look at the accuracy of the sums insured, this happens with most claims, and it was found the true valuation to rebuild $1,749,284. If the buildings sum insured was on or above $1,399,427 (80% of the building valuation) the underinsurance clause would not be activated. And the
claim would move forward on the cost of repairs up to the sum insured. As the insured value was under 80% of the valuation, the underinsurance clause was activated, meaning that any damage would only be paid by the insurer at 71.46% of the costing ($1,000,000 divided by $1,399,427). In effect, the payout of the claim by the insurer in relation to the building repairs was $243,614 ($340,909 times by 71.46%). This left the owner $97,295.68 out of pocket.
You can avoid this pitfall by gaining a quantity surveying report of your property to ensure you have the correct sums insured without the guess work. At Adroit, we have negotiated for any new, or current client to get a quantity surveying report for as little as $600 + GST for Building under $10M in value, where plans are provided. Those above $10M will still receive a special rate through Adroit when having this report done. This is a significant saving on a report that is becoming required by insurers, particularly where you have not changed the value of your sums insured. It will also provide peace of mind you are covered should the worst happen.
To take advantage of this deal and receive an obligation free insurance health check please contact Senior Risk Adviser, Travis Noffke on 0419 299 402 or email travisn@adroit.com.au. Adroit have looked after our Hotel insurance needs for over 10 years. They came to our rescue amid skyrocketing premiums and have been able to tailor policies specific to our hospitality business. We share the angst of continued rising costs
CEO
“How great are pub customers?” This is Paddy’s main observation as our industry recovers from two years of uncertainty. His longevity at the AHA is based on respect and appreciation for the people who are the essential fabric of pubs and hotels; customers, staff, publicans and industry partners. “Pubs are about people, not monuments. A successful hospitality business is based on enjoyable experiences for customers and staff”.
Paddy’s favourite pubs include the Patche pub, the Grand in Warrandyte and the All Nations in Richmond.
Direct Number: 03 8631 7910
Email Address: p.osullivan@ahavic.com.au
Senior Adviser, Policy & Strategy
Alex started at AHA (Vic) in 2013 in a junior role and over the past decade has learnt from the Association’s senior subject matter experts, assisting in his progression through various roles at the association. In addition to his role at the association, Alex is also currently pursuing a degree in Law on a part-time basis.
Direct Number: 03 8631 7903
Email Address: a.bourjaili@ahavic.com.au
As Senior Adviser - Policy & Strategy, Alex provides direct support to the CEO and assists the association in the areas of liquor, smoking and gaming regulation, VGCCC and LCV matters, legal matters and operational issues.
General Manager
Mike has worked in hotel operations around Australia and has a background in marketing. He’s a swimmer and enjoys his morning swim before work to prepare for a successful day ahead.
Direct Number: 03 8631 7999
Email Address: m.barouche@ahavic.com.au
Mike manages the talented AHA (Vic) team, supports the valued partner network and oversees the operation of the AHA (Vic) offices in Melbourne. He enjoys seeing members receive value from AHA (Vic) partners and is committed to partners realising their commercial objectives.
Senior Manager - Membership and Industry Engagement
This is Kimberley’s 10th year at AHA (Vic). Kimberley’s favourite pub is her local (all of 30 meters from her house in Carlton North) - The Brandon and can be found sitting at the bar there most Friday nights. She loves footy (sadly an Essendon tragic) and horse racing (please do a rain dance, so Our August Rose gets a run sometime soon) Fun fact? In 1986, Kimberley was awarded Miss Edenhope Junior Showgirl.
Direct Number: 03 8631 7900
Email Address: k.malcolm@ahavic.com.au
Kimberley can assist you with all things Gaming, Wagering, Music Licensing and if she doesn’t know the answer, she’ll find the person who does!
Manager - Workplace Relations and Culture
Peter has worked throughout Australia in various Human Resources Leadership roles and spent over six years based in Hong Kong responsible for international recruitment as well as opening hotels in China, Malaysia, Thailand, Japan, Korea, Hong Kong and Macau. He was the first regular guest staying at Grand Hyatt Macau when only a security officer was present overnight...he had over 800 rooms to choose from to stay in!
Direct Number: 0477 170 450
Email Address: p.wade@ahavic.com.au
Peter can assist you with workplace relations, employee issues, unfair dismissals and equal opportunity.
Membership Executive
Troy is a previous publican from South Gippsland who joined the AHA (Vic) back in July last year. Troy’s role is to be the conduit between what’s happening at ground level and what the association is lobbying for. He’s on the road 2-3 days a week and is always keen to visit members and advise you on your operations. An avid Essendon supporter and horse owner, you know where he can be found most weekends.
Direct Number: 0417 325 716
Email Address: t.patterson@ahavic.com.au
Troy can assist members with gaming, wagering, liquor licenses and generally all things pubs.
Partner Engagement Executive
Dimity returned to the AHA (Vic) in 2022 to assist in the world of partnerships. Originally from Wangaratta, Dim can now be found enjoying a nice cold bev at her local, Union House Richmond. She loves to travel and is planning for a European summer this July.
Direct Number: 0447 230 944
Email Address: d.harris@ahavic.com.au
Dimity can assist members with a list of our preferred suppliers, Premium Commercial and Commercial Partnerships and help partners with all enquiries.
Priyanka was born in Mumbai, India and loves all things loud and colourful! Pri enjoys good music, salsa dancing and cooking (she’s a trained Chef). She joined AHA (Vic) in September 2022 and has combined her love for marketing and hospitality into this new role!
Direct Number: 0422 360 886
Email Address: p.shahdadpuri@ahavic.com.au
Priyanka can assist you with media enquiries, Hotel Today magazine content, weekly newsletters, social media and Hotel Career.
Michelle has been at AHA (Vic) for four years. Previously a publican at the Steam Packet Hotel, she has an understanding of what it takes to run a pub and how she can help you in yours. Easily bribed with wine and a good book.
Direct Number: 03 9654 3491
Email Address: m.meager@ahavic.com.au
Michelle can assist you with personal and business updates, food safety program, membership or financial queries.
Relations Advisor
Caitlin started with the association back in March 2020, the same day that a ‘State of Emergency’ was declared for Victoria. She has worked in various Human Resources roles over the past 10 years including having worked for one of the accommodation divisions properties as the Human Resources Manager. She works part-time, with the remainder of her time being spent with her young kids on their bush property located at the foothills of the Dandenong ranges.
Direct Number: 03 9654 7100
Email Address: c.fraraccio@ahavic.com.au
Caitlin can help you with all Workplace Relations related enquires. However, she will temporarily depart the team in February as she commences maternity leave in preparation for meeting her fourth (and final!) baby.
Self-Exclusion Manager
Ryan started with AHA (Vic) in 2017 and doesn’t have a favourite local pub; he’s happy anywhere just as long as the Parma is hot and the cider is cold. He loves murder-mysteries, horror movies and video games. Fun fact: Ryan collects Cluedo board games and has over 40 different versions!
Email Address: self.exclusion@ahavic.com.au
Ryan can assist you with Self-Exclusion applications, Self-Exclusion revocations, Self-Exclusion business cards, Self-Exclusion escalations, SEGO logins and passwords.
Ajiah has been at the association for almost three years. Previously working in the accommodation division, Ajiah has recently moved into the AHA (Vic) events team.
On the weekend, you’ll find Ajiah reading a book by the pool, listening to Harry Styles, or catching up with friends on a weekend away and at the Pub, usually with an Aperol Spritz in hand.
Direct Number: 03 8631 7922
Email Address: a.harris@ahavic.com.au
Ajiah can assist you with all event related enquiries and can’t wait to see you at AHA (Vic) Events!
Originally from Malaysia, Kenny grew up in Papua New Guinea and Indonesia before completing his college in Kuala Lumpur. Kenneth moved to Australia for University in 2005, where his hospitality career began. He has previously worked as a bussie, head of mixology training, functions & venue manager, and has managed the financial accounts for over 15 venues in Australia.
Direct Number: 03 8631 7950
Email Address: finance@ahavic.com.au
Kenneth looks after the association’s finance and can help you with accounts payable, accounts receivable and Hotel Care Foundation (Vic) related inquiries.
TAA (Vic) General Manager
Dougal previously worked at AHA (Vic) as Manager – Member Services, then General Manager – Operations and Partnerships. Post working outside the hospitality sector for four years, he returned as TAA (Vic) General Manager. Dougal’s career in the accommodation hotel sector included roles in luxury properties (Sheraton and Pan Pacific). He also spent time working for William Angliss Institute in marketing and operational management roles.
Direct Number: 0400 805 470
Email Address: d.hollis@taavic.com.au
Dougal can assist you with tourism related issues and accommodations matters.
TAA (Vic) Member Services Executive
The newest member of our team, Alysa’s grandfather and great-grandfather were both publicans. Her greatgrandfather, Jack Baldwin, being the first to be awarded AHA (Vic) Life Membership and have his name etched on our Honour Board.
Direct Number: 0447 313 139
Email Address: a.witmitz@taavic.com.au
Alysa works part-time and can assist you with matters related to the Tourism Accommodation Association of Victoria.
Annalee has been working with the AHA (Vic) in an events capacity for 18 years. Some would say she’s a glutton for punishment, she says she loves the industry and all the lasting friendships and connections she has made. She proudly professes to being from dark ages with her loyal love of Sav Blanc and is a natural ‘go to’ if you are looking to crank up the karaoke side of any gatherings.
Direct Number: 03 5721 7724
Email Address: annalee@nolanmediaevents.com.au
by Priyanka Shahdadpuri
At a time when almost a third of our members feel that retaining staff is a challenge for their business, the iconic Welcome Stranger Hotel on Bourke Street is celebrating 110 years of tenure among five long-serving staff members.
Many would be interested in the secret behind the success of the venue’s ability to retain its staff for decades. In reality, there is no ‘top-secret’ to this achievement. When you’ve got staff members who have been with you for years and years, it’s important to honour their service and respect their expertise. They have seen the organisation evolve and grow over the years, and they have been part of its success. This experience allows them to provide valuable insight and advice to their colleagues and superiors, and they often act as mentors to new employees.
The Welcome Stranger operates seven days a week, and has a wide selection of domestic and imported beer, wines, coffee and cocktails. However, it is dearly loved by the customers for airing their favourite sports on the large plasma screens, complimentary WiFi and full TAB kiosk facilities. Yohan Karunatileke has been managing the venue for over 18 years, and his positivity radiates from miles away to every person that steps foot into the Welcome Stranger.
When asked about how he manages to keep the constant smile on his face, Yohan said, “It is interesting, when I was first employed by the Welcome Stranger, my thought was ‘how could I ever last in the city?’ I can tell you that I love working in this city, it is probably the city customer I enjoy the most. You have your regular workers who are in Monday to Friday, then you get the domestic tourists on the weekend who are always in a good mood.”
For a venue that operates seven days a week and late nights every day, how do they keep long-serving staff motivated and engaged? We spoke to three of the longest serving staff members at the Welcome Stranger, and gained insight on a different aspect from each. The longest serving member Tanya Bastasin started working with the establishment eight weeks after they opened. Upon completing her hospitality course at the William Angliss Institute, she started her journey as a kitchen hand, then moved to bar shifts and eventually became a duty manager. “It will be 29 years in May. I love what I do, and consider myself so lucky, they have been so
good to me. I am glad I could swap my shifts and watch my kids perform at their school functions growing up, and I would in-turn help someone else when they couldn’t make it for their shift. That is how we have helped each other grow here. We have completed 110 years of service but I can tell you that we have also put in 100 per cent of hard work.”
The one common theme in all the conversations we observed was the sense of pride in their work and the relationships they built with the regular customers who they referred to as their family. Hibo Darmar has been with the Welcome Stranger for 21 years and sees no reason to look for a change in her daily schedule. “I love working in gaming. I have worked at the bar, as a cashier for a short while but above all, it has been gaming. I come in full-time, and I do it for the lovely customers. They don’t call me Hibo, they call me ‘Hiboh’. There was one time when I had an operation done to my hand and I hadn’t come in for nearly three months. They thought I left and I heard they were so upset, but when I came back, I felt so much happiness and they felt it too.”
As it got closer to the evening, the bar started to get busier and we heard a loud cheer from Roydon Barboza, a casual staff member who has been working at the venue for just over a year. “My man, I see you’ve got the goods”, he exclaimed to a customer he was serving a large beer. To our surprise, he opened the packet to reveal some sweetsmelling mangoes followed by a fist bump and a few words of thanks to the customer who had bought him the treat. Curious to hear his views, we asked him how he felt as a newcomer in the presence of such a long-standing team. “I got drawn towards the Stranger because it was one of the busiest venues in the city and I wanted to be at the heart of something that was really well known for its craft. The work culture at the Welcome Stranger is stringent, yet relaxed, you know? The community that we build here is quite well knit within the city so it kind of reflects on us and the people that work here. It comes down to the rapport that each one of us has built with our customers, it kind of blurs the line between being a customer and a friend that walks in.”
Over time, longserving staff may become comfortable with their current role and responsibilities, to which Tanya commented that the presence of younger staff in the facility had helped her find new challenges to keep her role interesting.
“I can say that even after 28 years, I still learn new things. I learn about the new technology that we are using from my younger colleagues, and with over 30 years of experience, I can teach them a few things about customer service.”
Managing a team that is diverse in all aspects requires dedication and consistent planning to ensure the venue’s success. Yohan seems to have a straight forward approach to this, “When it comes to my staff, I treat them exactly like a football team. I
put them all in positions where they can play their strengths, I never play them to their weaknesses. It makes me so happy when they get the reward for their hard work, like winning the Best Gaming Venue at the State Awards for Excellence in 2022. It’s such an incredible night, you’re in Crown Palladium with some twelve hundred people there, it is so exciting. I also take some of the newer staff so they can see what the final journey looks like for them. It gives them that recognition as well as instills the passion in them to want to do better.”
Patricia Ficcara, another employee that has been with the business for 21 years had some advice for the younger generation that is stepping into the hospitality industry. “I’d say just do it. You do not even know how great it is until you get into it. Some of the friends that you make here are lifelong. All you need is a good work ethic. If you want it to become a career, there are great opportunities out there for you, and there isn’t been a better time to dive into it.”
The Welcome Stranger is a great example of how recognising the importance of long-serving staff and investing in their growth and development can help retain valuable employees for years to come. They bring experience, stability, consistency, loyalty, and dedication to the workplace, which is reflected in their work, and they consistently go above and beyond to ensure that the company is thriving. We can guarantee if you step foot into the Welcome Stranger on a casual day in the city, you will be greeted with the same warmth and compassion that is felt by many of their regular customers that now call it a home away from home.
A regular customer at the Welcome Stranger Hotel
If you’ve ever gotten sick of printing out stacks of paper to make a minor change to an employee’s position or hours, you’re not alone. For many businesses, wasting precious time on administrative tasks in contracts is simply part of dayto-day operations.
Tanda’s new contracts feature allows businesses to send, sign, and alter contracts, all within our system. The newly developed feature massively speeds up the onboarding process, and keeps accurate digital records of contracts for your convenience.
AHA members can quickly import casual, full time and part-time templates from the member portal into Tanda. From here, fields like pay, position and other key inputs can be instantly modified in our user interface.
It means you don’t have to scroll through the document looking for the specific clauses, saving time. Instead, you can select what key field you’d like to modify, enter the new value, and instantly send it to the employee. The employee can instantly sign the contract, and it’s then stored in Tanda’s system for your benefit.
Tanda will even be able to handle updated pay rate automation into the templates via our award pay rates data each time the rates change.
Tanda also keeps a historical record of all contracts, ensuring that you have a solid record of previous arrangements should they be needed. This applies to onboarding employees, as well as contractual changes.
Along with this upon completion of onboarding or signing a revision later in the employees lifecycle a copy is sent to the employee for their records whilst also being available for viewing via the employee app at any time they wish.
This capability will add to Tanda’s existing ability to store contracts and other information on file, as part of our onboarding feature. This includes personal details and legally compliant Tax File Number declarations with the tax office. Tanda’s contracts feature comes built-in with our software package.
For more information, contact Isobel Creamer on 0421 774 302 or isobel@tanda.co
The 2023 AO tournament broke the two-week attendance record, as 839,000 fans flocked to Melbourne Park, up from the previous record of 812,000 fans set in 2020. An additional 63,000 fans attended Qualifying Week events, ensuring three-week crowd numbers broke the 900,000 mark, for the first time.
Hotel performance metrics reinforce the strong correlation that typically exists between the hosting of major events in Victoria and upticks in hotel occupancies. The ‘finals week’ of the AO, Formula 1 Australian Grand Prix, the Melbourne Cup Carnival, AFL Grand Final weekend and 2022 Manchester United/Crystal Palace and Wallabies vs. All Blacks matches are/were such occasions. Importantly, some of these events boosted traditionally quieter mid-week occupancies.
For example, average Melbourne hotel occupancies for April 2022 reflected 65.6% for the month, whilst the return of the F1 Grand Prix to Albert Park’s iconic street circuit generated a hotel ‘occupancy spike’ to 85% during the event period, with an estimated 7,000 additional hotel rooms sold, per night.
The 2023 AO event was the first ‘uncapped,’ in terms of crowd numbers, since 2020. Unrestricted crowds that year drove Melbourne hotel occupancies to 75% for the month of January, on the back of 812,000-strong crowds. By contrast, the 2021 event, amid the Omicron wave, led to restricted crowds, with only 345,000 fans in attendance following a number of last-minute cancellations. These factors contributed to a drastic fall from January 2021 occupancy levels, reflecting 42% for January 2022.
Record crowds of 839,000 helped propel January 2023 occupancies for Melbourne to 75-80%, almost double comparative results last year.
AO-record crowds in 2023, as aforementioned, are expected to help propel occupancies for January 2023 to 75-80%, almost double those of a year earlier. Indeed, occupancy metrics continue to trend in a positive direction. STR reported that Melbourne hotels recorded 68% occupancy for December 2022, well ahead of the 51% achieved in December 2021 and more than double the paltry circa 33% occupancies that were achieved across the 24 ‘pandemic months’ (March 2020 – February 2022).
Whilst post-pandemic occupancies have improved, as travel and people movement restrictions have eased, STR reported that average occupancies for Melbourne, across the March – November 2022 period reflected 64.4%, still 20% down on 2019 levels.
Many hoteliers reflect that recovery is still very much ‘domestic-led.’ Deloitte report that, unlike predominately intrastate demand for regional Victorian accommodation, circa 66% of the demand for overnight hotel accommodation across Melbourne is typically derived from interstate and overseas guests.
Melbourne hotels are far more reliant on interstate and international guests than Victorians to drive occupancies, whereas the reverse is true for regional Victorian hotels
Having regard to this fact, the following trends continue to adversely impact the recovery of Melbourne hotel occupancies:
• Melbourne Airport Arrivals Data (November 2022) reflects that international passenger numbers are still almost 31% down on pre-pandemic levels, while the decline in domestic traveller arrivals is around half of that figure, at 15.6%.
• Tourism Research Australia reports that interstate overnight travel was still 12% down on 2019 levels (September ’19), while domestic intrastate nights spent within Victoria were 24% above 2019 levels. This is predominantly good news for regional Victorian hotels and adds weight to our state’s ‘domestic-led’ recovery.
• Nights spent in Victoria by international guests were still 66% down on 2019 levels, for the same period.
• Melbourne office occupancy levels are still below pre-pandemic levels, as the Property Council reports they were 57% occupied by staff (November 2022), as hybrid working arrangements remain popular.
Industry analysts Horwath HTL report that hotel occupancies for Melbourne may not recover to pre-pandemic levels until early-mid 2026. A catalyst here is the city’s significant new supply of hotel rooms, as circa 6,500 new rooms enter the market (a 23% increase on current stock) over the period 2021 - 2025.
Given significant new hotel stock of circa 6,500 rooms, Melbourne hotel occupancies may not fully recover to prepandemic levels until between September-December 2023.
That said, Melbourne has traditionally absorbed new hotel stock well. Minett Prime Square Managing Director, Dean Minett, reminded hoteliers of this fact when making a member presentation immediately prior to the pandemic. He referenced the introduction of Fringe Benefits Tax and Pilots’ strike (1980’s), collapse of Ansett Airlines, then September 11 attacks (2001), SARS epidemic (2003) and two business recessions, including the Asian Financial Crisis (1997) and Global Financial Crisis (2008), as all adversely impacting freedoms of movement, travel and, ultimately, economic performance.
Visit Victoria has a range of demand driving initiatives underway, with the intention of achieving $35b in annual visitor spending and 300,000 people employed in Victoria’s visitor economy by June 2024 ($32.5b pre-pan YE Dec. 2019).
Melbourne and Victoria are fortunate to have a number of key demand drivers that are continuing to stimulate an uptick in hotel occupancies – our major and business events, arts, theatre, culture, food and fashion are all catalysts for this positive trend. Our ‘compact diversity’ also plays a role. Victoria is an accessible ‘driving not flying’ state and many major precincts/activations are within an easy walk of the city’s centre.
Major business events continue to be the ‘jewels in Melbourne’s visitor economy crown.’ Rotary Melbourne (27-31 May 2023), for example, is anticipated to attract at least 17,000 delegates to the city, have hotel occupancies at capacity and inject $88m into the Victorian visitor economy.
Importantly, Melbourne has the largest hotel development pipeline across Australia, particularly in the lifestyle and luxury market segments. This will result in a hotel inventory that will undoubtedly be the envy of all other states and territories.
There’s still work to be done and challenges to overcome, but signs of continued recovery are welcome news for our state’s hospitality and tourism sectors.
Dougal Hollis General Manager TourismAccommodation Australia (Vic)
Members are reminded of their legal obligations in relation to pricing surcharges and notifications. The addition of weekend, public holiday and payment surcharges in hospitality businesses is becoming increasingly common, as business costs rise.
• Business operators cannot state a price that only represents part of the cost of the product/service, without also advising its total price For example, a service that includes a booking fee and taxes must include these in its total price.
• If hospitality businesses apply specific surcharges, their total menu price does not need to include the surcharge amount, however the menu must include the words “a surcharge of (add percentage) applies on (add the specific day or days).”
• These words must be displayed at least as visibly as the most prominent price on the menu, on days when the surcharge applies.
• If the menu does not list prices, the applicable surcharge amount must be easily seen and visibly displayed, so that diners are aware of additional costs, before ordering
• Penalties may apply if the business does not comply with these single pricing requirements.
• Payment surcharges applied to credit card payments, cannot be excessive and must not be more than what it costs the business to use that payment type.
• The Reserve Bank of Australia has estimated average costs for different payment types received, as a guide for business operators – EFTPOS less than 0.5%, Visa and Mastercard (debit), between 0.5% and 1%, Visa and Mastercard (credit), between 1% and 1.5%.
• If there is no way for a consumer to pay without also paying a surcharge, the business must include the payment surcharge in
the ‘total price,’ for example, in a cashless venue, that only accepts card payments and applies a payment surcharge.
• Businesses must set prices independently of their competitors. It is illegal for businesses to agree on prices among themselves, or engage in other anti-competitive pricing behaviour.
To access related information:
• Consumer Affairs Victoria website. Search for “advertising and promotions,” then “pricing.”
• Australian Competition & Consumer Commission (AC&CC) website and review related information under the “Business,” “Pricing” and “Card surcharges” pages.
• Also review the AC&CC’s reference pages on “Setting prices: what’s allowed?”
As we start 2023, we can look back on a year in 2022 that saw a shift in drinking culture in Australia. Forced isolation over the past few years saw people seeking out better drinking experiences with quality ingredients, and a cocktail culture emerging at home. As drinkers head back to venues, this cocktail culture has translated into the on-premise, with cocktails now enjoyed throughout the entire meal occasion.
Flexible workplaces have changed where and how frequently we socialise. Drinkers are venturing out less but when they do, they’re savouring the experience, spending a little more to ensure they have a quality experience.
There has been a continued rise in younger consumers seeking out ‘better for you’ options. This includes seltzers such as our recently launched Truly Lemonade, with lower calories, alcohol, and sugar, and no alc/low alc drinks such as Crodino, providing consumers looking to moderate their drinking with a complex, non-alcoholic aperitif with real flavour.
Spirits and RTDs have continued to grow. Our recently launched Wild Turkey Discovery Series offers real flavour innovation in the bourbon category and for busy bars and clubs, the emergence of readymade single serve cocktails such as Aperol Spritz have provided bartenders with quality products that can be served quickly when the bar is full.
However, in many venues, the theatre of cocktail making remains vitally important. That’s why we’ve invested in training 1,000 bartenders through our Campari Academy to guide emerging bartenders and those bartenders coming back to the industry after a hiatus, in making the very best cocktails.
As we look to 2023, there is still so much uncertainty in the market as we’re yet to see how increasing economic pressures will impact consumer behaviour. That’s why we’re focused on supporting our customers to deliver amazing experiences for drinkers, both on and off premise with some of the best products in the world.
If you would like to discuss any opportunity’s with Campari please contact info.australia@campari.com
“For nearly forty years the AHA (Vic) branch has been associated with fundraising for the local group of Cystic Fibrosis Families. This relationship has grown from strength to strength over that period and continues to be a major fundraiser for the local Cystic Fibrosis group.
The contribution made by the AHA through Hotel Care is vital to assisting families with kids suffering from this terrible disease. Through the fundraising of both Hotel Care and the local Ballarat Hotels we have been able to raise much needed funds to assist local families. Funds go towards making family homes for accessible, wheelchair friendly and being able to assist parents to enable them to care for children in their home. All this while many of the children recover from transplant surgery or enable them to live at home while waiting for transplants.
For these children and families living with CF it has been likened to the horrific Covid 19 ads that were sent to shock people, yet these families live with this everyday while waiting for and recovering from transplant operations and other treatments.
A group of local publicans current and retired continue to work together to raise funds to assist local families in
need. We could not be prouder of the seeing these family’s success stories while hitting home when the worst-case scenario happens to kids and families in our community.
The funds raised by Hotel Care is so vital to the ongoing care these families need to give to sick kids”
Dan Cronin The Western Hotel, Ballarat“Over the past 18 years, the Victorian Branch of the AHA through their charity arm Hotel Care has supported the E.J.Whitten Foundation which, after amalgamation with the Australian Prostate Centre in late 2021 has been renamed RULE PROSTATE CANCER.
Rule Prostate Cancer is the new fundraising entity to support the Australian Prostate Centre to help men and their families at risk of Prostate Cancer live longer, happier lives by increasing their access to world class care, treatment, and support.
The AHA has supported many Prostate Cancer fundraising initiatives over the years and is still the major sponsor of the annual and highly successful E.J.Whitten Grand Final Lunch.
More recently, the AHA have supported the Rule Prostate Cancer National Legends Day campaign designed to protect the Legends in your life from Prostate Cancer and to raise vital funds for the Australian Prostate Centre.
I know my father would be delighted that his legacy is being extended through Rule Prostate Cancer.
Thank you once again to the Victorian branch of the Australian Hotels Association.”
Ted Whitten RULE Prostate CancerEstablished in 1999 as an on-going initiative of AHA (Vic) to raise and distribute funds to worthy charities and organisations, Hotel Care Foundation hopes to assist with the overall interests of the pub and hotel sector in Victoria.
In 2022, Hotel Care Foundation donated $248,765 to worthy recipients that, through their hard work and dedication make a positive impact on their local communities.
support as they require. We use our meals, and the welcoming environment we foster in the Dining Hall, to engage people in genuine conversations about making a positive change.
This vital work can continue thanks to you.
On Christmas Day, I was fortunate to be able to volunteer in the kitchen of the Dining Hall. It was an incredible day. For the first time in three years, we could offer a sit-down Christmas lunch with all the trimmings.
422 people enjoyed a three-course meal with us. It was a special day filled with community, togetherness, and joy, and one I was privileged to be part of.
“To the Hotel Care Foundation and everyone associated with the recent and very generous donation to Sacred Heart Mission, thank you!
My name is Hang, and I am the new CEO of Sacred Heart Mission. I wanted
to introduce myself and thank you for your recent and very generous gift to support our Dining Hall.
Our Dining Hall in St Kilda serves about 350 meals a day to people experiencing homelessness and social disadvantage, but it’s so much more than a ‘free’ meal.
People can get as much or as little
Thank you for being such an important part of our community. Together, we are helping to create lasting change in people’s lives.”
Thank you again.
Hang Vo CEO Sacred Heart MissionCHARITIES AND CAUSES WE SUPPORTED SINCE JULY 2022
B r i s b a n e a n d G o l d C o a s t
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C o a s t ' s b e s t p u b s a n d h o t e l s a c r o s s t w o d a y s !
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V i s i t 1 0 v e n u e s t h a t a r e l e a d i n g t h e h o s p i t a l i t y s c e n e i n Q u e e n s l a n d w i t h a l l t r a n s p o r t a n d f o o d a n d b e v e r a g e i n c l u d e d i n t h e p a c k a g e .
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Discover five of the hottest hospitality trends for 2023 and how your hotel can benefit from implementing them. From NOLO beverages and multi-faceted venues, to cooking with fire and localisation, these trends can enhance your customer’s experience and set your business apart. But what do you need to know?
1: NOLO BEVERAGES
Low and no alcohol beverage popularity shows no signs of slowing down, representing the fastest growing beer segment, and growing 62 percent year on year. This offers new and interesting options for customers.
However, employees need to be knowledgeable about the various types available, ingredients, production methods, and more, to be able to recommend and serve them. In the first instance, look to your suppliers to provide this training – in most cases they will be more than happy to help you sell their product better.
2: LOCALISATION
While using local ingredients on your menu has been trending for a few years, localisation takes it even further with a focus on community collaboration in all forms – think custom serveware made by local potters, wall murals by local artists. This trend not only meets customer desires for sustainability and supporting local artisans, it can also benefit businesses through cost savings and a unique selling point.
To implement this trend, initiate conversations with local suppliers. Also ensure chefs know how to source and prepare seasonal local ingredients, while front of house staff need to know the stories behind them, to sell them.
Following popularity in the United States, cooking on open flame is building momentum across the Australian hospitality industry. Cooking with fire can add depth and flavour to dishes and provide a unique and exciting experience for customers.
But cooking with fire safely requires employees to have appropriate training. Knowing appropriate cooking techniques, which fuels are suitable, as well as safety precautions and equipment. Such skills and knowledge are covered in the Apprenticeship in Commercial Cookery.
4: MULTI-CONCEPT VENUES
Hotels are primed to take advantage of this trend involving multiple food and drink experiences within the same venue. While you may already have a sports bar and bistro, consider whether you could create other unique spaces such as a private dining room or cocktail terrace. Providing multiple offerings in your venue can help attract a diverse range of customers and provide a unique and memorable experience.
However, to effectively serve customers in multiple settings, you’ll need clearly differentiated spaces and offers. Employees will also need training and knowledge about each space, its menu and service, and may need to be able to move between spaces.
5: RETAINING STAFF
Retaining staff has become more important than ever. Helpfully, the 2022 AHA Hospo Survey showed the top 3 things that employees desired in a hospitality workplace are;
1. Training Opportunities
2. A Transparent and Inclusive Culture
3. Flexibility
Review your staff retention and identify if you could improve in any of these areas. By investing in the training and knowledge of your employees, you can ensure that they are equipped to provide excellent service and help your business succeed.
If you’d like to know about how accredited training, apprenticeships and traineeships might work in your business, get in touch with AVTES.
Alex Parratt Client Relationship Manager 0418 730 409 e: alex@avtes.com.auThere’s a ‘new kid in town’ whose hotel design roots are a respectful and highly impressive nod to its location’s past.
The Motley Hotel, a boutique lifestyle hotel with an urban edge, will seamlessly weave into the ornate tapestry of Melbourne’s culturally eclectic Bridge Road, Richmond community. An eight level, 80 room five-star beauty, The Motley pays homage to the building’s former occupant: a quaint yet popular local seamstress and costumier, Ms Mary Parker.
Developed by Amber Property Group and managed by La Vie Hotels &
Resorts, one of Asia Pacific’s leading and fastest growing independent hotel management companies, The Motley’s signature hospitality offer amalgamates industry, arts, diverse styles, tastes and sounds from its bustling Richmond surrounds.
With rooms designed by interior design studio CHADA, guests are greeted by a uniquely textural experience from the moment they arrive. Hotel General Manager Jeremy Nordkamp says, “the opening of The Motley marks a significant milestone for Amber Property Group, as well as the revitalisation of Bridge Road that’s seeing tremendous change. We are incredibly proud to be creating new
jobs within our community and further supporting local industry and trade through our partnerships.
He adds, “The Motley delivers a new level of sophistication to Richmond, without compromising Melbourne’s eclectic and authentic feel, by creating a destination for travellers and Richmond residents to gather, unwind and enjoy a hyper local dining experience. We look forward to further connecting and collaborating with our neighbours to showcase the very best of Melbourne’s inner city.”
The Motley will also house an alluring combination of spectacular dining destinations, including a bustling
ground floor café and fine dining restaurant that pays homage to its namesake, ‘Ms Parker,’ while offering a boutique space for the urban traveller to rest, play and explore just minutes from the CBD centre.
Led by Executive Chef Steve Harry (formerly from Amaru and Auterra), Ms Parker celebrates quality, seasonal ingredients. Guests can enjoy share plates of kangaroo tartare to start, and wagyu rib cap or sugarloaf cabbage for their main, before ending their dining experience on a sweet note with miso brulee or Bombe Alaska.
For breakfast or lunch, locals and visitors alike can enjoy a variety of pastries, salads or gourmet sandwiches
on-the-go and takeaway coffee, with beans from Code Black. If lingering longer, they can sip on classic cocktails with a twist, or choose from an impressive wine list.
A warm, inviting atmosphere with high ceilings, mosaic floors, feature lighting, and elements of timber and gold awaits. Banquette booth seating and a distinguished bar area are set against eclectic wall art, inspired by the intricate needlework the location was once known for.
The hotel’s 80-key inventory reflects good diversity of styles and types. Most sit in the Motley King (33 rooms) and Motley Deluxe King (34 rooms) range. There are also three Motley Courtyard
King, two Motley City View King, and one Motley Suite configured rooms.
In addition, there are three highly bespoke rooms - the Mary’s Room, Textured Room and, of course, the Tiger Room, that serve to amplify The Motley’s unique hospitality offer.
The Motley Hotel Richmond certainly revels in the unexpected. There is never a dull moment and its design reflects this, with something new to discover around every corner.
The Motley Hotel
205 Bridge Road, Richmond VIC 3121
themotleyhotel.com.au
E: info@themotleyhotel.com.au
Keno’s latest survey has shown how the business successfully reengaged with its hotel partners during 2022 but has room to grow its relationships.
Keno’s 2022 customer survey has revealed Victorian hotels continue to view Keno as an important part of their business, however, there is also opportunity to build stronger strategic relationships by increasing hotels’ understanding of and engagement with Keno.
Keno has re-established its strong relationships and advocacy across the board, returning to pre-Covid levels. Its Net Promotor Score (NPS) increased 10 points
from +33 in November/December 2021 to +43 in October/November 2022.
The results underlined just how well Keno has maintained the strength of its relationships, with 44% of venues seeing Keno as a business or strategic partner.
Keno’s dedication to building on initiatives its partners say add value, including InVenue Promotions for Local Area Marketing (LAM) and the Keno Training Platform, during the COVID-19 recovery period
has helped strengthen relationships and advocacy.
The survey highlighted that venues with higher levels of staff training and venues which participate in LAM are significantly more likely to be Promoters and have stronger relationships with Keno.
Keno achieved high ratings of satisfaction across all states – an average of 4.3 out of 5 stars.
And while there were high ratings of satisfaction overall, venues who ran an Invenue Promotion in the previous 12 months were significantly more satisfied, just as they were in the 2021 survey.
High satisfaction, more positive effort scores, and stronger strategic relationships all contributed to 2022’s considerably higher NPS.
However, while advocacy in Victoria is lower than the national network, achieving a +21 score, up from +20 in 2021, it has remained stable year on year, and deeper survey data analysis indicates there are prospects for growth in these relationships.
A major influencer on the Victorian NPS is that venues who participated in the survey had significantly lower perceptions of Keno creating ‘excitement’ in their venues. A contributor to this perception is that Victorian venues are less likely to participate in LAM relative to other states, with a 42% uptake compared to 48% in New South Wales and 55% in Queensland.
Victorian venues have run significantly fewer LAMs in the past 12 months, ordering an average 0.7 compared to 1.2 in the other states, and at a total level – just 1.3, half less than the 2.7 run in New South Wales and 2.5 in Queensland.
“This survey tells us that on the whole, the closer you work with us and understand our product, the better your experience and the happier you are with it,” reveals Paul Malek, Keno’s General Manager of Licensed Venue Operations.
“The best message the Keno team could hope for is hearing that the work we’ve been putting into supporting our Victorian hotel partners, your customers, and your communities, has been fruitful.
“Given the positive impact we’ve seen LAM participation can have on driving overall value perceptions and positive sentiment to Keno, including perceptions
of excitement, we will look closely at how we can make LAM as accessible, attractive, and effective as possible for our Victorian hotel partners.
“While, sadly, some venues continued to face challenges, it was a very busy year and a strong year for the Victorian hotel industry as a whole.
“After the two-year Covid hiatus, we were all pleased to be back. Venue customers came back in full force, and we were back at expos, back at awards, back doing promotions.
“We are absolutely delighted that, in a tough trading climate, we’ve come out with a consistent response from our hotel partners, and we are very appreciative.
“The survey reminds us that whether we are a small or large part of your hotel’s turnover, we can still be an important part of your venue’s wholistic entertainment offering.”
Importantly, 89% of venues who participated stated that they trust Keno, 83% love working with Keno, and 82% believe Keno’s products and services enhance their customers’ experiences in their venue.
Notably, there was a big shift from Passives into Promotors, evidencing how effectively Keno has reengaged with its venue partners over the previous year.
Survey participants also affirmed that Keno is an important part of their venue’s entertainment mix, with 72% strongly agreeing their customers expect Keno as part of the venue offering.
Participation in the survey was strong, with 20% of active venues getting involved and almost half of all participants being senior decision-makers (49%).
Mr Malek expressed how encouraged the Keno team was by the strength of their relationships but acknowledged the survey provided valuable insights into areas where Keno had room for improvement, with some venues wanting more.
Among the more in-depth insights Keno garnered were that some venues were looking for more strategic conversations which focus on driving greater value from Keno, along with better linkages to food and beverage turnover.
Some venues also told Keno they wanted extra support to increase the level of understanding of the game among their staff and educate them on cross-sell opportunities, as well as increase the excitement Keno brings to their customers.
Mr Malek explained his team was committed to working closely with hotels and the best way to achieve this was for venues to utilise their Keno Sales Executive (KSE), who can advise on how to maximise the value of Keno and optimise service levels, terminal placement, environment, game display/vision, merchandising, and point of sale.
He also encouraged venues to register their staff on the Keno Training Portal to learn more about the game and how to best sell it, as well as take advantage of LAM and national and statewide promotions to assist in generating customer engagement.
“Technology is often mentioned, and we are continuously working to develop new tech through ground-breaking developments like the Keno App, designed to make the game easier to access and more interactive for customers.
“You have told us we are making a positive impact, and we are thrilled to stay on the same pathway as we continually search for ways to do things better and to give our partners the tools which they need to offer Keno to their customers in the optimal way.
“To do this, we need your help and support. That’s why it’s been great to hear from so many of you, whether that be the good or the not so good.
“All feedback helps us to keep improving our service and product offerings to our valued hotel partners in 2023 and beyond. Thank you to all who participated in the survey.”
To find out how Keno can support your hotel in 2023, contact your KSE today.
This survey tells us that the closer you work with us, the better your experience and the happier you are with our product.
At Supagas, your businesses’ gas needs are important to us. We work to provide assistance and support Supagas customers and AHA (Vic) members. The last few years has been challenging, however, we, at Supagas continue to adapt as we work through the various challenges in the market.
The Hospitality and Foodservices industry journey is constantly changing and evolving, finding new ways to appeal and service your customers’. Supagas Victorian Branches and Liquid Nitrogen Services (a division of Supagas) will continue to offer quality products, customer service and delivery to AHA (Vic) members and the greater community.
The gas professionals at Supagas are here to discuss your business at a time convenient to you. For AHA (Vic)
members the Supagas team are here to talk about your current cylinder holding and gas needs. The Supagas team will determine your gas utilisation, the gas you require and work with you to help with all your gas needs.
As the weather warms up with Spring and Summer, Supagas can provide a gas solution for your venue. The range of gases, Supagas supplies to the Hospitality and Foodservice sector include Carbon Dioxide in cylinder and bulk, Nitrogen and SupaMix gases. Did you know, you may find the bubbles in your beer are dispensed with Carbon Dioxide and SupaMix gases such as SupaMix 30, 40 and 55. The experienced hospitality specialists at Supagas will work alongside you to recommend the most suitable product and configuration to support your venue.
For a greater customer experience, Supagas also offer Dry Ice and Liquid Nitrogen products for Hospitality businesses and venues alike for food and drink presentation.
For more information about Supagas products and how we can assist you this season, contact the team on 13 78 72 or visit www.supagas.com.au to enquire. When you contact Supagas with your inquiry mention that you are a member of AHA (Vic) to gain access to our competitive AHA (Vic) member pricing.
For All Your Heater, Hospitality Gas, Liquid Nitrogen and Dry Ice Needs, contact Supagas!
The award is judged across three key categories: investment performance, competitive fees, and an ongoing focus on member services. It was fantastic recognition of our commitment to improving your staff’s retirement outcomes.
Additionally, we were thrilled to receive SuperRatings’ Net Benefit Award. This award recognises Hostplus as the fund with the best net benefit outcomes delivered to members over the short and long term.
To cap it all off, we were also awarded MyChoice Super of the Year, recognising our best value for money offering for engaged members, and SuperRatings’ 20 Year Platinum Performance Rating. That’s thanks to the consistent long-term performance delivered to our members over 20 years. Less than 4% of funds have held a platinum rating for 20 years. We’re incredibly proud to have reached this impressive milestone.
relevant Hostplus Product Disclosure Statement (PDS), available at hostplus.com.au before making a decision about Hostplus. For a description of the target market, please read the Target Market Determination (TMD), available at hostplus.com.au.
Net investment returns represent the rate of return on investments after investment-related fees, costs and taxes have been deducted. Past performance is not a reliable indicator of future performance and should never be the sole factor considered when selecting a superannuation fund.
Awards and ratings are only one factor to be taken into account when choosing a super fund.
Ratings are issued by SuperRatings Pty Ltd ABN 95 100 192 283 AFSL 311880 (SuperRatings). Ratings are general advice only and have been prepared without taking account of your objectives, financial situation or needs. Consider your personal circumstances, read the product disclosure statement and seek independent financial advice before investing. The rating and awards are not recommendation to purchase, sell or hold any product. Past performance information is not indicative of future performance. Ratings are subject to change without notice and SuperRatings assumes no obligation to update. SuperRatings uses objective criteria and receives a fee for publishing awards. Visit https://www.lonsec.com.au/super-fund/ratings-and-awards/ for ratings information and to access the full report. © 2022 SuperRatings. All rights reserved.
Hostplus is a top-performing super fund that puts members first. That’s why we’re proud to have been named the 2023 Fund of the Year by third-party ratings agency SuperRatings. Judged across three areas: strong performance, competitive fees, and an ongoing focus on members, we’re thrilled to receive this recognition.
The rating is issued by SuperRatings Pty Ltd ABN 95 100 192 283 AFSL 311880 (SuperRatings). Ratings are general advice only and have been prepared without taking account of your objectives, fi nancial situation or needs. Consider your personal circumstances, read the product disclosure statement and seek independent fi nancial advice before investing. The rating and awards are not recommendation to purchase, sell or hold any product and are only one factor to be taken into account when choosing a super fund. Past performance information is not indicative of future performance. Ratings are subject to change without notice and SuperRatings assumes no obligation to update. SuperRatings uses objective criteria and receives a fee for publishing awards. Visit www.lonsec.com.au/superfund/ratings-and-awards/ for ratings information and to access the full report. © 2022 SuperRatings. All rights reserved. General advice only. Consider the relevant Hostplus PDS and TMD at hostplus.com.au and your objectives, fi nancial situation and needs, which have not been accounted for. Awards and ratings are only one factor to consider. Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 trustee for Hostplus Superannuation Fund, ABN 68 657 495 890. HP2386
A luxurious future is waiting.
Angliss International Hotel School is dedicated to hotel management training, delivered by industry experts. Offering a customised study pathway via a Diploma of Hospitality with a hotel management focus, graduates will be equipped for a career offering exceptional service in the international hotel industry.
Apply now. Start July 2023
angliss.edu.au/aihs
Work placement in premier hotels
Masterclasses in luxury services
Optional five-star hotel study tour
Guaranteed pathway into Bachelor degree
Authentic Security’s flexibility and strong market position in hospitality has allowed their evolution to grow quick from cashing ATMs, to building and developing secure facilities in Sydney, Melbourne, Brisbane and Perth whilst automating their pick up/cash order processes to an online proprietary system that supports cash pick-ups and deliveries, smart safes, cash out of Pos (Vic only), CRT cashing solution and gaming clearances.
Their cash solution services are delivered via wholesale agreements with one of Australia’s leading big four banks. Authentic Security’s highlight valued and accredited team members ensure the safety of your staff through all of their Authentic Security services.
AHA (VIC) MEMBER OFFER!
• Walkaway contract, cancel services within 3 months if you are unhappy with their services.
• Automatically become a platinum member with Authentic Security’s apparel company ‘Be Authentic.’
Adam Lowdell
alowdell@authenticsecurity.com.au
0475 832 770
For over 50 years, Jands has provided audio visual solutions to the entertainment industry throughout Australia, with a rich history in providing innovative solutions to hospitality venues of all sizes.
Great food, a charming bar and a venue’s character will always be a solid foundation for success, but a well-lit and beautifully sounding venue will always create ambiance and an atmosphere that drives customers to stay longer.
The ultimate result: “Memorable experiences increase patronage and increase customer spend.”
They are working towards providing AHA (Vic) members the best advantage possible via tailored sound and lighting solutions, that will compliment your venue design and will help provide the desired ambiance for your guests.
Jands works closely with your key personnel, nominated architects, interior designers as well as any nominated AV integrator or Project Manager during the pre-design process.
Whether it be to upgrade, renovate or to incorporate a new system, Jands’ in-house designteam
will deliver the best AV outcome by designing a solution tailored for any (venue) project whilst considering all budget requirements.
AHA (VIC) MEMBER OFFER!
• Free Site Visit
• Free Audio/Lighting Assessment and solutions
• Free design service and design documentation
Ilias Sintrikos isintrikos@jands.com.au
0408 506 620
Connecting Australian Employers with the Best Global Talent
Lorg Talent helps quicker navigation for visa pathways to Australia
Lorg Talent connects Australian Employers with the Best Global Talent, and helps them navigate the Australian visa system so they can start their career with your business in the shortest possible timeframe.
With offices in Melbourne, Sydney, Perth and Brisbane, they can service the recruitment needs of businesses right around Australia. Whether you are on the lookout for a Demi-Chef, Cook or a Restaurant Manager, get in touch with Lorg Talent and let them help you find the perfect match.
Seamus Taaffestaaffe@lorgtalent.com
1300 205 952 | 0419 360 210
291 ALBERT ST, BRUNSWICK VIC 3056
CONTACT: KRISTIN ALLEN
LICENSEE: BRUNSWICK RAILWAY PTY LTD
DIVISION: BRUNSWICK
Hotel Railway is a modern pub, offering Brunswick a place to eat and drink from early afternoon until late. Explore a food menu of pizzas, pub classics and Mediterranean flavours and a drinks menu brimming with cold tap beers, delicious cocktails and a unique vermouth forward corner bar. With several indoor and outdoor spaces plus a large beer garden and huge tv screen there is something for everyone.
The many past lives and stories told across the front bar have embedded this place into local’s hearts for centuries.
The old local is set to become the new local, once again.
1 CHAMP ST, COBURG VIC 3058
CONTACT: RACHEL CHECINSKI
LICENSEE: AVC OPERATIONS PTY LTD
DIVISION: COBURG / PRESTON
Brewdog has opened their newest venue in one of their most unique locations yet - the old Pentridge Prison. With a combination of inside and outside areas, this 12,000 square foot location serves up something for everyone (including epic food & craft beer across their two on-site bars).
77 RACECOURSE RD, PAKENHAM VIC 3810
CONTACT: ANNA COFFEY
DIVISION: ACCOMMODATION HOTEL
Ideally located within the Pakenham Race Club Precinct, Mercure Pakenham offers luxurious and contemporary accommodation. Whether you are staying for business or leisure, there is a restful room type to cater for your every need. State-of-the-art conference and meeting facilities are an additional feature of Mercure Pakenham.
727 COLLINS ST, DOCKLANDS VIC 3008
CONTACT: SAM THORNTON
LICENSEE: SAM THORNTON
DIVISION: MELBOURNE / EAST MELBOURNE
Hightail was designed to be an escape from the office rat race - transporting you to a world where modern architecture merges with nature. This sprawling venue offers sophisticated pub classics, easy-drinking beers poured from 64 taps, local wines by the glass, and an impressive cocktail menu. Located on the ground level of Collins Square, Hightail is a destination for mid-week lunches, afterwork drinks and large-scale functions with a 1000 person capacity.
96 MAROONDAH HWY, RINGWOOD VIC 3134
CONTACT: MELANIE WATSON
DIVISION: ACCOMMODATION HOTEL
Located at the gateway to the Yarra Valley, just off the Eastlink freeway and at the commercial junction of the burgeoning Ringwood region, The Sebel Melbourne Ringwood provides easy access to Melbourne’s Eastern Suburbs. Relax and unwind in our bespoke rooms and apartments. Enjoy the fruits of the Yarra Valley and beyond in our vibrant restaurant and bar spaces. Perfect for business and leisure travellers.
ACCOUNTING AND BUSINESS ADVISORY SERVICES
SW Accountants & Advisors www.sw-au.com
Tim Stillwell tstillwell@sw-au.com
03 86351861
Charman Partners www.charmanpartners.com.au
David Gow david@charmanpartners.com.au
03 9878 8200
HTL Capital htlproperty.com.au
Matthew Wright Matthew.wright@htlcapital.com.au
0423 182 144
Pacific Business Partners www.pacificbusinesspartners.com.au
Alistair Jarvis alistair@pacificca.com.au
0412 811 702
BEVERAGE SUPPLIERS
Australian Liqu or Marketers (ALM) www.almliquor.com.au
Jeremy Goodale
jeremy.goodale@almliquor.com.au
03 8368 6333
Campari Group www.camparigroup.com/en
Peta Hemphill peta.hemphill@campari.com
0488 235 712
Carlton & United Breweries www.cub.com.au
Tim Powell tim.powell@cub.com.au
03 9420 6468 I 0417 416 050
Coca-Cola Europacific Partners www.ccamatil.com
Justin Mckenzie justin.mckenzie@ccep.com
0400 637 085
CUB Premium Beverages www.asahipremiumbeverages.com
Simon Grant simon.grant@cub.com.au 0411 205 161
Diageo Australia www.diageo.com
Andrew Bold andrew.bold@diageo.com 0491 695 175
Lion www.lionco.com
Matt Windsor matthew.windsor@lionco.com 03 9277 5826 I 0417 262 270
Nakedlife Non-Alc Spirits www.nakedlifespirits.com.au/ pages/aha-vic-trade-offer
Edward Shrimplin ed@nakedlife.com.au 0478 658 663
Superdrop www.idlehourvodka.com
Ewen Pettit ewen@idlehourvodka.com
Top Shelf International www.topshelfgroup.com.au
Rick Maplestone rick.maplestone@topshelfgroup.com.au 0419 556 605
Treasury Wine Estates www.treasurywineestates.com
Neil Grant neil.grant@tweglobal.com 0412107 764
ATM AND EFTPOS CASH OUT SUPPLIERS
Bank tech G roup www.banktech.com.au
Michael Queale michaelq@banktech.com.au 0408 462 321
NEXT Payments www.nextpayments.com.au
John Bakker jbakker@nextpayments.com.au 0418 500 868
Cardtronics Australia Pty www.cardtronics.com.au
Nick Atkins nick.atkins@cardtronics.com.au 0434180 991
AUDIO, LIGHTING & STAGING
Jands www.jands.com.au
Ilias Sintrikos ISintrikos@jands.com.au 0408 506 620
BANKING SERVICES
Commo nwealth Bank www.commbank.com.au
Steven Chapman Steven.Chapman@cba.com.au 0436 820 085
BOOKKEEPING
OnTap Hospitality www.on-tap.com.au
Freddie Deegan freddie@on-tap.com.au
03 8779 6505
BUILDING MATERIALS
Bunnin gs www.bunnings.com.au
Laura Downes ldownes@bunnings.com.au
0439 852 394
BUILDING AND INTERIORS
DESIGN GROUP
TM De sign Group www.tmdg.com.au
Ian Macklin imacklin@tmdg.com.au
0417 147 110
BUILDING AND MAINTENANCE SERVICES
Johns Lyn g Group www.johnslyng.com.au
Jake Pantas jpantas@johnslyng.com.au 0427 971350
CASH SOLUTIONS
Authentic Security www.authenticsecurity.com.au
Adam Lowdell alowdell@authenticsecurity.com.au 0475 832 770
CLEANING SERVICES
KADD Facility Group www.kaddfacilitygroup.com.au
Nick Bailey nick.bailey@kaddfg.com.au 03 9545 5759
DEFIBRILLATORS
AED Authority aedauthority.com.au
Wayne Thomas wayne@aedauthority.com.au 0437 803 353
DIGITAL MARKETING
Impact Data www.impactdata.com.au
Sarah Franklyn sarah.franklyn@impactdata.com.au 03 9827 7790
EFTPOS & PAYMENTS
Oolio Pay www.oolio.com
Samuel Benjamin samuel.b@oolio.com
0425 302 354
Zeller www.myzeller.com
Chris Rich chris.rich@myzeller.com 0422 269 315
ENERGY
Trans Tasman Energy Group www.tteg.com.au
Craig Marschall cmarschall@tteg.com.au 1300 118 834
Energis www.energis.com.au steven@energis.com 0418 317170
ENERGY DRINK
Red Bull Australia www.redbull.com.au
Zane Hudson zane.hudson@redbull.com 03 9647 7402 I 0423 799 371
EVENT STAGING
Encore Event Technologies www.encore-anzpac.com
Catrina Bennell catrina.bennell@encore-anzpac.com.au 0408 679 958
EQUIPMENT LEASE AND RENTAL SOLUTIONS
Silver Chef www.silverchef.com.au
Cam Hardy cameron.hardy@silverchef.com.au 0436 699 009
FINANCE SOLUTIONS
Berkley Capital Partners www.bcpartners.com.au
Wal Constable wal.constable@bcpartners.com.au 0422 009 639
FOODSERVICE EQUIPMENT
Comcater www.comcater.com.au
Matthew Crozier m.crozier@comcater.com.au 0475 777 006
FOOD SERVICE DISTRIBUTORS
PFD Food Services www.pfdfoods.com.au
Gavin Keegan gkeegan@pfdfoods.com.au 0457184 505
Nestle Professional www.nestleprofessional.com.au
Lachie Craven
lachlan.craven@au.nestle.com 0401778 739
FURNITURE & REFURBISHMENT SPECIALISTS
Strand Hospitality Furniture www.strandhospitalityfurniture.com.au
Rob Lens rob@strand.furniture 0422 049 355 | 03 9421 4717
GAMING Keno www.keno.com.au
Jade Clark jade.clark@thelotterycorporation.com
0400 941 728
Tabcorp www.tabcorp.com.au
Paul Carew carewp@tabcorp.com.au
03 9868 24281 | 0439 398 761
GAMING MACHINE MANUFACTURERS
Aristocrat www.aristocrattechnologies.com
Matt Mccarroll matt.mccarroll@aristocrat.com
03 9644 1000 I 0438 457 246
Konami www.konami.com/en
Matt Stuart stuart0307@konamigaming.com
0419 245 023
Light & Wonder
Sandra Renwick srenwick@lnw.com 0420 315 461
GAS SUPPLIER (CYLINDER & BULK)
Supagas www.supagas.com.au
Leigh Street
LeighStreet@supagas.com.au 0410 533 941
GIFT CARDS
The Card Network www.pubandbar.gift
Hannah Clarke hannah@tcnpayments.com
0406 172 797
HOSPITALITY TECHNOLOGY
MrYum www.about.mryum.com
Asher Jonas asher@mryum.com 0425148 722
Nomnie www.nomnie.com
Les Valcanis les@liven.com.au 0481 611 389
Operandio operandio.com/aha
Daniel Scoble daniel@operandio.com 0422 398 294
ICE MAKING EQUIPMENT AND SERVICES
Coast Ice & Cold Solutions www.coastdistributors.com.au
William Knott william@coastdistributions.com.au 0466 180 024
IMMIGRATION ADVICE & PROCESSING
Absolute Immigration Services www.absoluteimmigration.com
Majlinda Lulo majlinda.lulo@absoluteimmigration.com 1300 227 658
INSURANCE
Adroit Insurance and Risk www.adroit.com.au
Travis Noffke travisn@adroit.com.au 0419 299 402
Bupa www.bupa.com.au/corporate
Katie Dolling katie.dolling@bupa.com.au
IT MANAGEMENT
Efex www.efex.com.au
David Rose david.rose@efex.com.au
0478116112
JUKEBOXES & POOL TABLES
Armada www.amarda.com.au
Con Frances cfrances@amarda.com.au
0487 555 445
LIQUOR, GAMING & PLANNING LAWYERS
BSP Lawyers www.bsplawyers.com.au
Alison Elverd aelverd@bsplawyers.com.au
Elizabeth Priddle epriddle@bsplawyers.com.au
03 9670 0722
Wisewould Mahony www.wisewoulds.com.au
Tony Joyce tony.joyce@wisemah.com.au
Paul Ryan paul.ryan@wisemah.com.au 0418 393 535
LIQUOR BUYING GROUPS
United Innkeeper Association
Thirsty Camel/ Liquor $avers/Drink Link www.thirstycamel.com.au
Adrian Moelands adrianm@thirstycamel.com.au
0408 871 629
Liquor Marketing Group www.lmg.com.au
Chris Christofi cchristofi@lmg.com.au
0401 714 257
MEDIA
The Age www.theage.com.au
Marina Caccavari mcaccavari@fairfaxmedia.com.au 0439 773 584
MUSIC SOLUTIONS
Nightlife Music www.nightlife.com.au
Chris Condoleon chris@nightlife.com.au (07) 3858 2565
OIL MANAGEMENT SYSTEMS
Cookers Oil www.cookers.com.au
Robbie Coccaro rcoccaro@cookers.com.au 0447 474 425
OUTDOOR HEATING SOLUTIONS
Thermofilm www.thermofilm.com.au
Greg Trezise g.trezise@thermofilm.com.au 0402127 375
OUTSOURCED ACCOMMODATION SERVICE PROVIDER
ahs hospitality www.ahshospitality.com.au
Leanne Graham lgraham@ahshospitality.com.au 0417 698 639
PAYTV
Foxtel for Business www.foxtelbusiness.com.au
Mark Bishop mark.bishop@foxtel.com.au 0409 468 042
Stan Sport www.stan.com.au
Tim Fishwick tim.fishwick@stan.com.au 0416 208 417
PLAYGROUND EQUIPMENT
Rhino Play www.rhinoplay.com.au
Will Tinetti will.tinetti@rhinoplay.com.au 0402 847 325
POINT OF SALE SYSTEMS
Bepoz www.vectron.com.au
James Verlaque jamesv@vectron.com.au
03 9328 8222 I 0426 227 040
H & L Australia www.hlaustralia.com.au
Ben Williams ben.williams@aspiresoftware.com 0421 748 010 RECRUITMENT
Lorg Talent www.lorgtalent.com
Seamus Taaffe staaffe@lorgtalent.com 0419 360 210
REFRIGERATION
United Refrigeration www.unitedrefrig.com.au
Dean Ferraro dean@unitedrefrig.com.au 0448 994 446
RESERVATION SOFTWARE
Now Book It www.nowbookit.com
Megan Mclennan megan@nowbookit.com 0428 938 089
SNACKFOOD SUPPLIER
The Smith’s Snackfood Company www.smiths.com.au
Wayne McConnell wayne.mcconnell@pepsico.com 0412 806 907
SPORTS ENTERTAINMENT
Fanzo www.fanzo.com.au
Jonathan Richards jono@fanzo.com 0423 557 691
STORE, SHARE & TRACK CREDENTIALS
Credshare www.credshare.com
Kerry Tate kerry@credshare.com 0487 014 615
SUPERANNUATION
HOSTPLUS www.hostplus.com.au
Amy Dicker adicker@hostplus.com.au
03 8636 7713 I 0437 591 645
TOBACCO SUPPLIER
British American Tobacco Australia www.bata.com.au
Nicholas Booth nicholas_booth@bat.com 0414 783 608
TRAINING
AVTES www.avtes.com.au
Chris Fitzgibbon chris@avtes.com.au 0457 771 334
Typsy www.typsy.com
Jeremy Guard jeremy@typsy.com 0413 397 063
William Angliss Institute of TAFE www.angliss.edu.au
Brendan Clennett brendan.clennett@angliss.edu.au 03 9606 2447
Elephant Ed www.elephanted.com.au
Lucy Shaw lucy@elephanted.com.au
TV CAST SERVICES
Ucast www.ucast.com.au
Darren DeLacy ucast.99@gmail.com 0409 688 281
VALUERS AND PROPERTY BROKERS
Charter Keck Cramer www.charterkc.com.au
Tony Close tony.close@charterkc.com.au
03 8102 8873 | 0407 510 025
CRE Brokers www.crebrokers.com
Phil Mammolito phil@crebrokers.com.au 0438 371 094
VISUAL ENTERTAINMENT SOLUTIONS
Big Screen Video www.bigscreenvideo.com.au
Craig Thomson craig@bigscreenvideo.com.au 1300 BIG SCREEN | 0418 531 802
WORKFORCE MANAGEMENT
SOFTWARE
Tanda www.tanda.co
Nick Braban nick.braban@tanda.co 0402 846 900
