*Venue Mode available on the TAB app in operating TAB Venues, Agencies and selected Racecourses.
IMAGINE WHAT YOU COULD BE BUYING INSTEAD. For free and confidential support call 1800 858 858 or visit gamblinghelponline.org.au
ON THE COVER 2023 Victorian Accommodation Awards for Excellence Contribution to the Industry Winner, Andrew Westacott with AA (National) Chair, Leanne Harwood and AA (Vic) General Manager, Dougal Hollis Location: Crown Palladium Melbourne
Previous Edition
AUSTRALIAN HOTELS ASSOCIATION (VICTORIA)
YOU RULE!
VICTORIAN PUBS JOIN FIGHT AGAINST PROSTATE CANCER
AUGUST / SEPTEMBER 2023
CUB SHOUTS THE BAR IN MALLEE FOR VICTORIAN BARLEY FAMERS
BIG REVEAL: THE INTERLUDE COBURG
CONTENTS 4
President’s Message
6
CEO’s Update
8
AHA (Vic) Membership Update
10
Case study: Human Experience & W. Short Hotel Group
12
Adroit Focuses on Fire Exposures for Pubs
14
Chef’s Hat Reveals a New Era of Australian Dining with Pottr
16
A Recap of HospoFuture Expo 2023
19
2023 Victorian Accommodation Awards for Excellence
26 AA (Vic) Feature: Rising Stars in Hospitality 30 AA (Vic) Feature: TEMPO Kitchen & Bar 31
Eye for Efficiency with Rational Australia
34 Building Bridges to a Mentally Healthy Workplace 38 Design Your Future with The Hotel School 40 The Operandio Effect 42 Feeling the Heat with Supagas 46 Top Pubs Gear Up for The Good Friday Appeal 50 KENO Brings wins to the VIC hotels in 2023 55 New Members and Partners
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
56 AHA (Vic) Partner Directory
Editor Priyanka Shahdadpuri Marketing and Communications Lead p.shahdadpuri@ahavic.com.au The feature material in this edition of Hotel Today was published by the Australian Hotels Association (Victoria). Care has been taken with the advertorial content of this issue; any enquiries regarding claims made should be directed to the companies concerned. The statements contained in this publication, while based on information believed to be accurate and reliable, are not guaranteed. No liability can be accepted for any error or omission.
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PRESIDENt’s message
Members, This year we gather for our Annual General Meeting and celebrate 175 Annual General Meeting Luncheons. I can't help but reflect on the rich history of the AHA and the lessons it has taught us. Our Association traces its origins back to 1843 as the Licensed Victuallers Association of Port Phillip. We owe a great deal to our dedicated members who have sustained this institution for nearly two centuries. It's fascinating to note that even then, our predecessors faced numerous challenges, many of which resonate with us today. In the 19th century, our association grappled with authority figures who often interfered with our daily operations. But it was precisely these challenges that forged our identity and brought us together in opposition to State intervention. Publicans were not held in high regard at that time, but they fought for their right to trade and for the services they offered. They even orchestrated successful campaigns to control suppliers and created a sophisticated messaging system to communicate discreet messages. So, what have we learned about from the past? Nothing is absolutely certain, until is it. People love pubs and the unique experiences they offer.
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DAvid canny | president
We've transitioned from merely finding staff to training them, and we continue to stand strong with our corporate partners. Today, we face a new set of challenges. We cannot thrive without growth, investment, and confidence in our business. We refuse to accept any policy that stifles our industry and discourages innovation. So, what do we do? We fight tirelessly for our customers and staff, relying on the AHA (Vic) Council to deliver our message and the Executive Committee to execute our vision. We look to the next generation of politicians to advocate for our industry, as those before us did in Port Phillip 180 years ago. This industry is incredible and we'll continue to fight to preserve it and pass it on to the next generation, just as our forebears did. In an important update, AHA (Vic) remains actively engaged with various stakeholders regarding the Victorian Government's gaming reform policy. We're advocating for a bona fide trial of carded play and mandatory precommitment, informed by the NSW trial, before any policy is developed or implemented. Our participation in the Victorian Government Gaming Reform Implementation Working Group is underway, and we'll keep you informed as developments arise.
We've also been actively involved in discussions with VGCCC, addressing issues related to gaming trading hours and the availability of YourPlay on operational EGMs. We strongly recommend that our members review their gaming room processes, ensuring compliance in all aspects of the pub’s operations. Additionally, we encourage all members with gaming to participate in YourPlay Day on October 27, 2023. This is a crucial opportunity for members to embrace. The road ahead is challenging, but we're determined to minimise the operational impact of the Government’s gaming reform policy on your businesses. The AHA (Vic) Executive Committee, Council, and Gaming Sub-committee will continue to work diligently on your behalf. Thank you for your ongoing support and commitment to our industry. Together, we can face the challenges of today and tomorrow, just as generations of publicans have done before us. I wish you great trade.
David Canny President Australian Hotels Association (Vic)
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HOTEL TODAY | 5
CEO’S UPDATE
PADDY O’SULLIVAN | CEO
AHA (Vic) will seek and maintain effective working relationships with key figures within the Victorian Government in order to achieve outcomes in the best interests of our membership
“Bed Tax” I am pleased to share some significant news that directly impacts the pub, hotel and commercial accommodation industry. The Victorian Government's recent announcement of a Short Stay Levy as part of their Housing Policy agenda confirms that pubs, hotels and commercial accommodation providers will not be subjected to a “bed tax”, reinforcing the crucial distinction that hotels do not contribute to the removal of housing stock from the long-term rental market. In the lead-up to this decision, AHA (Vic) took a targeted approach, providing a detailed policy position that set out to educate and inform key industry and government stakeholders of members’ concerns. This proactive effort played a pivotal role in shaping the policy outcome. If the levy was applied at $5 per night, as initially suggested, such a levy would have added an estimated $38m of additional annual cost (tax) to the pub, hotel and commercial accommodation sector that AHA (Vic) represent. Ps, hotels and commercial accommodation providers not only serve as significant employers but are also integral to the vibrancy of our State. Since 2020, Victoria has been at the forefront of Australia's new hotel
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development boom, with nearly 9,000 additional hotel rooms now available in Melbourne alone. Operating commercial accommodation entails substantial regulatory requirements and associated costs, especially as we continue to recover from the impacts of the pandemic. This announcement holds significance for our industry - it will enable Victorian commercial accommodation providers to maintain a competitive edge when vying for business and leisure events, not only within the state but also on a national scale.
In other emerging issues being addressed by AHA (Vic) I draw attention to our President’s Report in this edition of Hotel Today in respect of gaming-related issues of importance. Our President David Canny has highlighted the significant role being played by AHA (Vic) in engaging with the Victorian Government to settle appropriate policy arrangements following recent announcements on carded play and mandatory pre-commitment. Critical to this is the monitoring of policy trials in other states including New South Wales.
Furthermore, it instils confidence and certainty among investors, which will undoubtedly spur the future development of new hotel accommodation infrastructure across Victoria.
As always, AHA (Vic) will seek and maintain effective working relationships with key figures within the Victorian Government in order to achieve outcomes in the best interests of our membership.
As we move forward, AHA (Vic), through our Accommodation Australia (Victoria) division, led by General Manager Dougal Hollis, will continue to advocate for policies that support the growth and prosperity of the industry.
Further updates on these important developments will be provided in due course.
Together, we can navigate the challenges and opportunities that lie ahead, ensuring a bright future for commercial accommodation providers in Victoria. … … … … … …
Cheers,
Paddy O’Sullivan Chief Executive Officer Australian Hotels Association (Vic) p.osullivan@ahavic.com.au
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MEMBERSHIP UPDATE TROY PATTERSON | MEMBERSHIP EXECUTIVE
Get a SPRING in Your Step! With the Spring Racing Carnival nearly upon us, I thought this would be a great opportunity to get an update from the TAB on what’s happening in the marketplace. One key focus is definitely “compliance,” so please remain vigilant at your venues at all times. So, let’s get set for a season of elegance, excitement, and horse racing thrills. Put on your finest attire, place your bets, and let the festivities begin. May this carnival bring you unforgettable moments and triumphant cheers!
An update from TAB One year of the new TAB App We can hardly believe it, but it’s already been twelve months since the new TAB App was launched. In that time, we’ve continued to invest in ongoing upgrades and enhancements, including to the retail-exclusive Venue Mode experience, Bets Friends, Popular Same Game Multi, as well as footy stats, and plenty more.
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Successfully integrating our digital and retail offerings via Venue Mode has also enabled us to successfully introduce the TAB Digital Retail concept across Victoria, New South Wales, and Queensland. Digital Retail are TAB venues with a difference. Unlike a traditional TAB set-up, you won’t find any cash betting facilities here. What you will find is a hugely beneficial contemporary wagering offering unlike anything else available in the market, the physical presence and live vision offering of a traditional TAB, without end of day cash balancing or cash related obligations.
‘We’re On’ for a rebrand! By now, you will have noticed the exciting refresh of our iconic TAB brand, with the launch of our "We're
On" identity – two simple words that reinforce our ability to show up for just about every sport and race there is and heighten the anticipation of the nation. The introduction of "We're On" is just the beginning of our comprehensive rebrand, which includes a vibrant new colour palette and spans a wide array of touchpoints, from revamped marketing materials and captivating content to eye-catching merchandise and signage that will cover our extensive TAB Retail network. Our new brand launch has also seen the introduction of our new retail format strategy, which encompasses a revitalisation and reimagination of our in-venue experience. We’re on a mission to create the ultimate destination where the worlds of every sport and race comes alive.
Our entire approach is a tiered one that enables TAB to provide a design solution that meets the needs of the broadest possible range of venues. We recently kicked off our investment program, with installation of stateof-the-art digital displays that lay the foundation for right time, right place messaging for venue customers. The digital display installation amplifies our new and fresh TAB brand and works in unison with a venue’s existing vision and wagering offer and the design aesthetic. We’ve now completed several AHA VIC members, including Zagame’s Caulfield, Kealba Hotel, Rosstown, Cross Keys, Cremorne and Bells Hotel.
What is Australia’s national sport? We also proudly launched the new look TAB brand across Australia with our 'Sport is our Sport' campaign. The new campaign is currently showing on TV screens across the nation, billboards, in cinemas and, of course, in venue! We've produced this campaign in a way that provides maximum flexibility to how we bring our brand to life throughout our retail network – with a sport or racing focus, or for a specific event or time of year.
To tease the campaign, we started a conversation around the country which asked one contentious question – what is Australia's national sport? Our customers weighed in on the debate and 35% of survey participants said AFL is our national sport. At the same time as polling our customers, we asked our team members and found 41% of us think cricket is our national sport. Regardless of the results, one thing is clear: Aussies will play, support and conquer almost any sport. Which means there is only one logical answer… Sport is our Sport.
Stay vigilant over Spring This is undoubtably TAB’s busiest time of the year. As such, it’s important that TAB Operators are aware of their obligations when it comes to minors betting in venue. In accordance with the Responsible Gambling Code of Conduct, TAB Venue staff are required to ask for proof of age if a person looks less than 25 years old. It is an offence to sell a bet to a minor. • Ask for ID if they look 25 years or younger (if in doubt, just ask).
• Ask for ID early rather than waiting for a customer to approach the counter or an EBT. • Monitor your EBTs. Watch out for EBTs close to exits (where someone can duck in and out) and during busy periods (you must still maintain line of sight of the EBT or monitor via CCTV). • Use the EBT restart functionality available from the Operator Terminal to disable the EBT remotely in the event that a potential minor is sighted operating the EBT. • Minors must be accompanied by a parent or guardian if they are in the TAB area. • If you have a possible betting by minors incident, please contact the Service Support Centre on 131 785. • You must not employ minors to operate TAB equipment. For more information on TAB Compliance obligations, please visit MYTAB. Imagine what you could be buying instead. For free and confidential support call 1800 858 858 or visit gamblinghelponline.org.au
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FEATURE
MYSTERY SHOPPING CASE STUDY WITH
HUMAN EXPERIENCE & W. SHORT HOTEL GROUP W. SHORT HOSPITALITY IS ONE OF SYDNEY'S LEADING HOSPITALITY GROUPS WITH MORE THAN 30 YEARS EXPERIENCE OPERATING BARS, HOTELS & PUBS THROUGHOUT NSW. THE GROUP CURRENTLY OPERATES 8 ICONIC AND DIVERSE PUBS ACROSS SYDNEY AND THE MID-NORTH COAST OF NSW. AN INTERVIEW WITH JEN RUSSELL, MANAGING DIRECTOR CAN YOU SHARE WITH US WHAT WAS GOING ON IN YOUR BUSINESS BEFORE YOU BEGAN MYSTERY SHOPPING WITH HUMAN EXPERIENCE IN 2016? Our business was already working closely with Human Experience founder, Nic McClanachan, on coaching and leadership for our team. When Nic began offering mystery shopping we thought it would be a great opportunity for us to have fresh eyes on the business and be able to see firsthand what sort of experience our customers were having with each of our venues. WHAT HAS CHANGED IN YOUR BUSINESS AS A RESULT OF MYSTERY SHOPPING? Having real-life feedback to act on has meant our managers have been able to better tailor training to suit the needs and skill gaps within their teams.
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Managers have expressed feeling more confident having coaching conversations as they use the mystery shopping data as a base for these conversations, whether positive or constructive. We have noticed staff are more motivated to perform as they have an idea of what the customer is looking for and commenting on. They are learning how all of the little things can really impact someone's experience. WHAT DOES YOUR MANAGEMENT DO WITH THE MYSTERY SHOPPING REPORTS WHEN THEY RECEIVE THEM EVERY MONTH? When our management receives the mystery shopping reports they start by analysing and interpreting the information. • They look for key takeaways, what was done well and what could have been done better.
WHILE MANAGERS CAN TALK TO THEIR TEAMS ABOUT THE IMPORTANCE OF SERVICE STANDARDS, HEARING IT FROM A CUSTOMERS POINT OF VIEW HAS MUCH MORE OF AN IMPACT.
• They identify areas of service that might require training or coaching conversations such as improving product knowledge or refining upselling techniques. • They look for opportunities to recognise and acknowledge the staff members who were mentioned for performing well. The management team communicates their findings to other managers, the senior leadership team, and all employees. This helps create awareness about the areas that need improvement and fosters a collective effort towards enhancing the customer experience.
WHAT RESULTS IN YOUR BUSINESS CAN YOU ATTRIBUTE TO HAVING AN ONGOING MYSTERY SHOPPING PROGRAM? Staff motivation: Our staff read the reports or get a shout out for great service and it helps them understand what the customer is experiencing and how they directly impact that experience.
WHAT DO YOU BELIEVE ARE THE MAIN BENEFITS OF AN ONGOING MYSTERY SHOPPING PROGRAM? The regular reports help to identify trends, patterns, and common issues that emerge. This helps our managers gain an understanding of the strengths and weaknesses of our operations.
Training opportunities: The feedback has helped us identify areas of service that require training for our teams, or opportunities for coaching and development of our people.
The detailed feedback given can help: • Identify areas that need improvement. • Identify training needs. • Recognise employees for great performance. • Motivate the staff to maintain high standards. The feedback given is unbiased and objective, and the questions can be tailored to each venue or department. It's been a really useful tool in starting those more difficult conversations with staff when needing to address their performance.
Service improvements: We've been able to make improvements in specific areas of concern, for example acknowledging guests on arrival or attempting to upsell. WHAT IS IT LIKE WORKING WITH HUMAN EXPERIENCE? We love working with Human Experience. They take the time to learn our venues and our industry so they ask the right questions and build reports that provide us with valuable feedback. The Human Experience team are extremely knowledgeable, their communication is excellent and the response time is very quick whenever we do have a question.
MYSTERY MYSTERY SHOPPING SHOPPING PROVIDES PROVIDES US US WITH AN OPPORTUNITY TO IDENTIFY WITH AN OPPORTUNITY TO IDENTIFY AREAS AREAS OF OF SERVICE SERVICE THAT THAT REQUIRE REQUIRE FURTHER TRAINING, AND FURTHER TRAINING, AND ALSO ALSO RECOGNISE AND ACKNOWLEDGE STAFF RECOGNISE AND ACKNOWLEDGE WHO’VEWHO’VE BEEN PERFORMING WELL. STAFF BEEN PERFORMING WELL.
WHY SHOULD OTHER BUSINESS OWNERS CONSIDER MYSTERY SHOPPING? Mystery shopping is a useful tool to see what is happening in your business. It also helps with your training needs analysis, ensuring managers are hitting KPIs, that product knowledge is where it should be and service standards remain high. If you have some areas of concern, you can tailor the mystery shoppers to specifically target those concerns.
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PARTNERS
FIRE EXPOSURES FOR PUBS Pubs are at a high risk from fire. The most common fires involve unattended cooking, overheating of cooking oil or fat, and the ignition of fatty residues within range hoods and ducting. Other potential risks include electrical malfunction, contractors undertaking hot work, and smoking in accommodation areas. COMMERCIAL COOKING EQUIPMENT Cooking nearly all types of food causes grease vapours to accumulate on the hood, duct and fan of the exhaust system. This grease residue is combustible at approximately 370 degrees Celsius and the heat within a cooking appliance flare up can easily reach 1100 degrees Celsius. So, if the flames linger long enough in the hood or duct, the internal grease build up will ignite – with the potential to develop into an uncontrolled fire that can be quickly ‘sucked’ through the entire length of the duct. SAFETY TIPS: 1. All ranges should be equipped with cooking thermostats with maximum temperature set 205 degrees Celsius 2. Ranges should be fitted with a high temperature limit control set at 230 degrees Celsius 3. Ranges should be fitted with lids or shutters to allow for safe closure in the event of a fire 4. A remote shutdown facility should be available to shut down fuel, power and extraction system and the device should be clearly labelled 5. The ranges should be serviced at least annually, by a qualified person according to manufacturer’s instructions 6. Filters should be cleaned at least monthly 7. Extraction ducts should be cleaned regularly in accordance to use or every six months as a minimum 8. Best practice is to use a log book to record the cleaning Wet Chemical Fire Extinguishers are the most suitable type of extinguisher for fat frying fires. Make sure fire blankets are installed and all fire equipment is maintained under contract. Please contact Adroit Insurance and Risk for sample kitchen cleaning & maintenance log book to help manage your risk.
PORTABLE GAS HEATERS The use of portable outdoor heaters with LP gas cylinders is a convenient way to provide warmth to customers during the colder months of the year. However, this convenience also brings risks to lives and property. Staff and business owners must be aware of dangers associated with LP gas use, as they are responsible for ensuring a safe environment. SAFETY TIPS: 1. Have a gas safety supervisor: Most hazards occur when LP gas cylinders and portable gas outdoor heaters aren’t handled correctly. On every shift there should always be a supervisor responsible for the safe use and storage of any LP gas and outdoor heaters. They should also ensure that all staff have up-to-date training and awareness of safety guidelines. 2. Follow the gas safety rules: If you are involved in setting up heaters or connecting and changing cylinders, you should be familiar with this safety information. Always use this information to ensure that LP gas safety is maintained. You should be aware of the manufacturer’s instructions on outdoor heater. 3. Never use an outdoor heater indoors: Outdoor heaters are not suitable for indoor use and should only be used in well-ventilated outdoor areas. Poisonous gas can be released from faulty outdoor heaters used inside buildings and can lead to serious injury or death. 4. Keep outdoor heaters clear from awnings and combustible material: General clearances for patio heaters are 300mm to 500mm above and to the side of patio heaters and 750mm to 1100mm for radiant panel heaters, depending on heat output. Awnings, partitions and other combustible movable panels must not breach the minimum required clearance in any position. Different outdoor heaters have different clearance requirements, so read the manufacturer’s instructions for specific requirements. 5. Place outdoor heaters on stable ground: An outdoor heater should be put on stable and level ground. It must be protected from damage or interference to avoid the heater being knocked over and hitting people or causing a fire. 6. Ensure people can move safely around portable heaters: When assessing walkway clearances for staff and customers, follow the general clearance guidelines of 300mm to 500mm for patio heaters or 750mm to 1100mm for radiant panel heaters. Use your common sense – if it looks dangerous, move the heater to a safer location.
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MAINTENANCE 1. Never use damaged or malfunctioning heaters, connection hoses or cylinders: Heaters which are burning yellow or producing soot require immediate attention. A damaged or malfunctioning heater, connection hose or cylinder must be removed from service immediately and marked ‘do not use’. 2. Service your heater regularly: Heaters need to be serviced every two years and more frequently if recommended by the manufacturer. Your supervisor should keep a register of heater service dates to ensure that the appliances are being serviced on a ‘last printed’ regular basis. 3. Check gas connections from cylinder to outdoor heater: Every time a cylinder is changed, check for leaks at the connections using the soapy water test. To do this, spray the connections with a soapy water solution – if bubbles form, there is a leak. If a connection is loose, it should be tightened. If a connection or hose is faulty or damaged, it should be discarded. If in doubt, turn off the gas and notify your supervisor or employer or contact a licensed gasfitter. 4. Look for the AGA badge of compliance: Check that the Australian Gas Association badge of compliance is attached to all outdoor heaters on the premises. 5. Ensure correct storage and handling of LP gas cylinders: Keep all LP gas cylinders in a secure well-ventilated location. It is recommended that when cylinders aren’t in use, they be kept in a secure outdoor location. This prevents the risk of LP gas leaks which could lead to devastating explosions. If gas cylinders are being stored inside, there is a maximum limit of 30kg total combined capacity for all cylinders present.
CONTRACTOR CONTROLS Many serious fires have occurred during the maintenance, repair and construction of buildings and machinery. Global Insurer FM reports that hot work incidents are among the top causes of losses at properties, and over half of these are caused by outside contractors. ELECTRICAL SYSTEMS Electrical services are one of the primary causes of fire in the hospitality industry. Thermographic scanning of the main electrical services should be conducted on an annual basis. These scans provide an infrared image of the electrical switchboard which allows any ‘hot spots’ to be identified. Hot spots can occur due to overloaded circuits or something as simple as a loose connection. They are generally indicators of potential fire sources and therefore, early identification will allow for rectification long before a fire occurs. TESTING AND TAGGING Electrical equipment should be regularly inspected and tested by a competent person. This is especially important if the equipment is supplied via an electrical socket outlet (‘plug in’ equipment) and used in an environment where normal use exposes it to operating conditions that are likely to result in damage to the equipment or a reduction in its expected life span, such as exposure to moisture, heat, vibration, mechanical damage, corrosive chemicals or dust. Best practice is to use a log book to record the cleaning. MAINTENANCE OF FIRE PROTECTION EQUIPMENT Having fully maintained fire protection and extinguishment equipment available in a restaurant is a vital fire safety element. Maintenance contracts should be in place for all equipment including fire extinguishers, hose reels, and fire blankets. Annual Fire Safety Statements should be obtained.
For your no obligation insurance review, contact your local Risk Adviser today P: 1300 MY ADROIT | E: mail@adroit.com.au | W: www.adroit.com.au It is advisable for business owners to engage a qualified Fire Engineer for risk management advice suited to their situation and to assess their compliance with National and State regulatory guidelines. Any advice given is general advice and does not consider personal needs or financial objectives. Before you make any decision to acquire any product please contact us for a Product Disclosure Statement or Policy Wording.
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FEATURE
POTTR BY SAM GORDON: A NEW ERA OF AUSTRALIAN DINING
The name Gordon is synonymous with pottery in Australia, but Sam Gordon is determined to put a fresh spin on this revered family tradition. "Growing up, I was always around clay. I was never far away from it, and it’s been a constant in my life. I love it,” says Sam, reflecting on his roots. Yet, there comes a time in every artist's life when they need to forge their own path and imprint their own signature on the canvas of their craft. Drawing inspiration from the legendary potters of Japan and the aesthetic charm of Scandinavian pottery, each of Sam Gordon’s creations pays tribute to his commitment to preserving the organic vitality of clay. This is motivated by his close proximity to the rugged terrain of a Victorian national park. But what truly sets Sam apart in a world inundated with mass-produced ceramics? "Emotion," he says simply. "I don’t look at trends and fashion, which seems crazy,”
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he suggests. “Each piece is birthed on the pottery wheel where my thumbprint is on the rim,” speaking to his profound connection to his craft and traditional approach, foregoing modern tools like CAD files or 3D printers. Sam understands the nuanced role that a piece of pottery plays in the world of hospitality. Beyond aesthetics, it's about connection, sharing, and storytelling. When you dine, whether it’s at a pub that’s classically Melbourne or a high-end restaurant, the plate isn’t just a vessel. It’s part of the narrative. Enter ‘Pottr by Sam Gordon’, a ceramic collection that’s just as much about the essence of hospitality as it is about its form and function, expounding upon his passion to support chefs and restaurateurs. “The Pottr collection is a canvas; it’s designed for sharing and is a tool for the chef. I see it as a bridge between the culinary arts and the guests.” Delving deeper into his design approach, Sam suggests, “With the clay body, I always like to expose a section with no glaze, so you truly feel the texture. The glaze I use is clear, and very occasionally, I like to add a small
stroke of a bright colour for contrast.” This meticulous attention to detail showcases not only the tactile nature of the pottery but also serves as ‘functional art’ – that is to say, it’s constructed to be admired aesthetically while withstanding the rigours of frequent use. His love for craftsmanship and innovation found an ally in Chef's Hat, an Australian icon in the hospitality industry. Recognising the aligning values between his collection and their longstanding clout within Australia’s food and beverage scene, Sam felt that Chef’s Hat was the fitting platform to introduce 'Pottr by Sam Gordon' to the landscape of Australian dining. “How can I go past Chef’s Hat? They’re iconic. Everyone knows them,” he shares. “Their location, outstanding sales team, strong reputation, even their showroom – there’s nothing like it in the country. It felt right to have them look after my brand,” adds Sam, underlining this pivotal partnership where 'Pottr' finds its exclusive home at Chef's Hat for diners across the nation to enjoy.
PREORDER Chef’s Hat Australia 131 Cecil Street South Melbourne chefshat.com.au sales@chefshat.com.au
FEATURE
CELEBRATING TOMORROW'S HOSPITALITY:
A RECAP OF
HOSPOFUTURE EXPO 2023 The hospitality industry has always been about more than just serving food and drinks. It's about creating experiences, building communities, and adapting to an ever-changing landscape. The recent AHA (Vic) HospoFuture Expo at W Melbourne was a testament to this spirit, bringing together over 200 AHA (Vic) members and some friends from Tasmanian Hospitality Association. The event was truly a celebration of innovation, building connections and the unwavering passion that fuels the industry.
Navigating the Forks in the Road Keynote speaker Julie Hirsch set the tone for the day with her profound insight: "The word 'no' is not a stop sign. It's a fork in the road." The hospitality industry, like any other, faces its share of challenges and disruptions. However, it's our ability to innovate and adapt that sets us apart. The expo showcased a myriad of innovative solutions, with exhibitors offering a glimpse into the future of hospitality.
Exclusive Offers: Empowering Your Hospitality Business One of the standout features of this year’s expo were the exclusive offers extended to attendees. These offers are designed to empower and support your hospitality business by saving costs in operations, installations and F&B soltuions. Here are some of the exciting opportunities that were presented:
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• FANZO: Get more sports fans into your pub with a free audit, helping you create the ultimate sports-watching experience. • OPERANDIO: Sign up and receive a 1 month subscription free, allowing you to streamline your operations and enhance guest experiences. • NOW BOOK IT: Enjoy 2 months free when you sign up, simplifying your booking processes and keeping your venue fully booked. • ADROIT: Ensure the well-being of your team with a free insurance health check, a valuable service in today's uncertain times. • me&u: Revolutionise your ordering process with the first 3 months free on me&u's order at table platform, providing a seamless and contactless dining experience. These exclusive offers are a testament to the commitment of industry partners in helping hospitality businesses thrive and succeed.
Members: The Heartbeat of HospoFuture While innovation and offers are essential, it's the passionate members who breathe life into the industry. Their presence at the expo, brimming with energy and enthusiasm, was a reminder that the hospitality community is bound by a common goal: to continually raise the bar and create memorable experiences for guests.
Looking Ahead: A Bright Future for Hospitality As the curtains close on the AHA (Vic) HospoFuture expo, the hospitality industry is poised to embrace the future with open arms. The challenges and opportunities that lie ahead are not roadblocks but mere forks in the road, waiting for the next wave of innovation and creativity. The expo was a remarkable day filled with insights, connections, and exclusive offers aimed at propelling your hospitality business to new heights. It's a reminder that the spirit of innovation and the resilience of the industry are stronger than ever. We extend our heartfelt gratitude to all our partners, speakers, exhibitors, and, most importantly, our members for making this event a resounding success. Together, we will continue to shape the future of hospitality, one innovative idea at a time. Stay inspired, stay innovative, and stay hospitable. Cheers to the future!
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S I N G L E B O T T L E S N O W AVA I L A B L E T H R O U G H Y O U R P R E F E R R E D W H O L E S A L E R O R D I R E C T LY T H R O U H C C E P. C O N TA C T Y O U R C C E P R E P R E S E N TAT I V E O R C A L L 1 3 2 6 5 3 F O R M O R E D E TA I L S .
house.suntory.com
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Victoria’s top accommodation providers honoured for excellence Victoria’s top accommodation providers and venue staff were recently honoured at the 2023 Victorian Accommodation Awards for Excellence. A milestone occasion, this prestigious event heralded the inaugural Accommodation Australia (Victoria) – AA (Vic) celebration of industry excellence across Victoria’s regulated commercial accommodation sector, following the merger of Tourism Accommodation Australia and the Accommodation Association of Australia on July 1. A record 350 venue and individual nominations resulted in a record crowd of 1,000 hoteliers, suppliers to industry and broader Victorian hospitality and tourism sector industry stakeholders, including Minister for Tourism, Sport and Major Events, Steve Dimopoulos and Shadow Minister, Sam Groth. Guests came together to recognise Victoria’s best accommodation providers and their teams, whose efforts continue to position the State as a pre-eminent business and leisure ‘destination of choice’ for domestic and international travellers. A highlight was the presentation of the prestigious “Outstanding Contribution to
the Industry” award, which recognises the sustained influence of a hotelier or industry leader who has made a significant contribution to Victoria’s tourism and accommodation sectors. This year’s winner was motorsport supremo, Andrew Westacott. Andrew recently completed a highly successful 17-year tenure at the Australian Grand Prix Corporation (AGPC), the last 12 as the organisation’s longest serving Chief Executive Officer. Westacott’s transition into major events commenced in 2005, playing a key role in delivery of the Melbourne 2006 Commonwealth Games as Group General Manager for Venue Delivery and Special Projects. Andrew was first appointed General Manager – Operations at the AGPC later that year, also holding the position of Deputy CEO before being appointed CEO in February 2011. AA National President, Leanne Harwood lauded the levels of commitment, innovation and determination shown by venue staff to consistently deliver memorable guest experiences, while also recognising the value of continuing investment in the state’s accommodation product.
“The efforts of our teams are truly inspirational and something about which we should all be proud,” adding, “Melbourne and Victoria have much to celebrate, as the performance of the State’s visitor economy, spend and interstate travel preference, tracks ahead of 2019 levels. “This gives investors continuing confidence to invest in new and reimagined accommodation stock across the State, that is fast becoming the envy of other Australian states and territories.” AA (Vic) General Manager, Dougal Hollis noting, “Accommodation properties across Victoria are some of the best in Australia, with a range of budget, luxury and lifestyle products to suit many tastes and budgets. “The breadth and diversity of these accommodation offers were again on display, at the Awards.” AA (Vic) Co-Chairs, Shaun D’Cruz and Adrian Williams praised finalists, award-winners and individuals who were honoured, noting their achievements reflected “a year of hard work and dedication to providing superior standards of venue and service excellence to guests.”
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RISING STARS IN HOSPITALITY:
THE JOURNEYS OF OLIVER LUCAS AND SARAH HEGARTY
Sarah Hegarty Senior Business Development Manager Pan Pacific Hotel Group What does winning this Award mean to you, a fantastic achievement in a highly competitive Award category? It means a lot! You couldn’t take the smile off my face for days. It came as such a surprise, recognising how competitive the category was and knowing some of the other finalists. For me, this is my very first accolade at this level and I am so proud and honoured to be the successful recipient of this award. I am so thankful to Pan Pacific Hotels Group and my colleagues for the nomination and recognition. Their support, guidance, and efforts made this all possible. What do you think made you ‘stand out’ from other nominees? I think a lot of it had to do with who I am as a person, not only as a Sales Manager. The passion I have for building long-lasting relationships with clients and generating a positive work culture for my wider team is something I really take pride in. I also believe it’s the personal touches that differentiate Sales Managers. During COVID, although there was not much need for ‘business calls’ as such, I still made an effort to keep in touch with clients and I think they appreciated the interaction and conversation. I also enjoy receiving notes from my clients, thanking me for handwritten cards. I take pride in learning little personal facts about them and celebrating key moments of their lives. It’s something they wouldn’t expect and makes their stay more personable, and for many, makes them feel more at home.
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For a long time, it has been a tradition for Hotel Today to celebrate rising stars of Victoria’s accommodation sector, by honouring exceptional individuals who set the stage for its bright future. In this special feature, we have the privilege of getting to know two remarkable talents, recently rewarded for their outstanding contributions to the hospitality sector at the Victorian Accommodation Awards for Excellence event. Meet Sarah Hegarty, Sales and Marketing Employee of the Year and Oliver Lucas, Hotel Industry Rising Star Award Recipient. Dougal Hollis, General Manager of AA (Vic), caught up with Oliver and Sarah recently, gaining insights into what makes them shine in the competitive world of hospitality.
have been so rewarding and continue to be. In 2021, (between lockdowns) I was also fortunate to be part of the pre-opening team for PARKROYAL Monash Melbourne. There is this real sense of family when you work with Pan Pacific Hotels Group and they take pride in investing in your development and success. I am, and have been, very fortunate to work with some pretty amazing people, it’s these individuals who have made my time with Pan Pacific Hotels Group rewarding and meaningful. What advice would you give to someone interested in developing their career in business development and/or relationship management roles? • Be proactive, engaging and persistent. Celebrate your small victories, but be in it for the long-game.
You’ve enjoyed a successful transition from food and beverage operations, through event coordination to, now, senior business development roles. What aspects of your current role challenge and excite you? I’ve been fortunate to experience many departments and varying roles across multiple hotels and within Pan Pacific Hotels Group (PPHG). These experiences have certainly helped me become the Sales Manager I am today. For my current role, one of the challenges I face, is how to stand out in a highly competitive hotel market, like Melbourne. What can I personally do to encourage a client to work with me? What I find most fulfilling and exciting is that each day, I get to wear many hats – I can be a problem solver, negotiator, researcher, trainer, leader and a planner. Every day is different with its own unique challenges.
You’ve spent nearly 12 years with the PPHG. Clearly you love the brand! What is it about working for PPHG that is so rewarding for you? It’s a funny story how 12 years has come about. This happened more out of good fortune, I guess. I started my career in hospitality with IHG in Parramatta, prior to the hotel re-branding as PARKROYAL Parramatta. During my time there, I had an opportunity to transfer and move to Melbourne, working at PARKROYAL Melbourne Airport. At this time, I was new to Victoria and my next goal was to work in a city hotel. I took the opportunity to work at Hilton Melbourne South Wharf, but 18 months later, Pan Pacific Hotels Group bought the hotel and was re-branded to Pan Pacific Melbourne. I guess the way I achieved 12 years with Pan Pacific Hotels Group is a prime example of why I enjoy working for this company. The opportunities for growth and development within Pan Pacific Hotels Group
• Be outgoing, be ready to work with varying stakeholders and different personalities. • Finally, be yourself! Something I always remember is “People want to work with people, not companies”. Where do you see yourself in five- or tenyears’ time? The next goal for me is to become a Director of Sales. Whether that be in an existing or new hotel opening. The prospect to be a part of a pre-opening again is very exciting. I would enjoy building a department from the ground up and leading a successful team. But honestly, over the last few years, I have come to realise that you have to take advantage of every opportunity that comes past, as you never know where it may lead you. I am here now, because of that philosophy. I said yes to an opportunity that I never previously considered, and I am forever grateful for the support and guidance I received along the way.
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RISING STARS IN HOSPITALITY:
THE JOURNEYS OF OLIVER LUCAS AND SARAH HEGARTY
Oliver Lucas Business Development Manager at Crowne Plaza Melbourne 2023 Hotel Industry Rising Star Award Recipient What does winning this Award mean to you, a fantastic achievement in a highly competitive, emerging leaders’ Award category? 'I was so appreciative just to be nominated, and that our management team at Crowne Plaza Melbourne recognised my commitment. It was a surreal experience to hear my name called out when the Hotel Industry Rising Star award was announced in a room full of industry heavyweights, leaders, colleagues,
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and friends. Being the recipient of this prestigious award is truly an honour, as I appreciate the significance it holds, due to being up against other very talented individuals. The win reaffirms my passion for the industry and will be a highlight of my career for many years to come. How were you encouraged to enter this Award category and what do you think made you stand out from other nominees? The Victorian Accommodation Awards for Excellence are a prestigious recognition for any hotelier in their careers and I am very grateful to Crowne Plaza Melbourne for giving me this opportunity. I believe I stood out due to the diverse hotel experience that
I have had so far, over a relatively short time, and due to my passion and commitment to the industry. Hotel management has been a dream of mine since I was young and I have a deeply rooted passion for my job, and that devotion comes through in my work and actions. You’ve worked across multiple hotel departments in roles you have been employed in. What aspects of your current role challenge and excite you? Within my hotel journey so far, I have experienced working as a F&B Attendant, C&E Attendant, Porter, Guest Service Agent and Duty Manager. These roles moulded
The win reaffirms my passion for the industry and will be a highlight of my career for many years to come.
me into the hotelier I am today, giving me the confidence to tackle uncomfortable situations, problem solve and work in a team. When jumping into my current role as BDM, I was forced to take a step outside of my comfort zone and change my perspective of hotels from being reactive to proactive. Although the mindset change was an adjustment, the experience and role have been amazing. The opportunity to meet new people, face new challenges, and get my teeth into some really interesting work has been nothing short of unreal. You’ve already had exposure to working with three significant hotel brands. What is it about working for IHG that is so rewarding for you? Being a part of an ever-expanding global hotel chain such as IHG is super exciting, with new hotels opening so often such as Hotel Indigo Melbourne or Holiday Inn & Suites Geelong, the opportunities are endless. The best part about working with IHG are the amazing people through the entire organisation, with dynamic leaders such as Leanne Harwood whose commitment to the industry is unparalleled. It makes you proud to be working in an organisation like IHG. The many hotels with employee discounts aren’t bad either!
What advice would you give to someone interested in developing their career in business development and/or relationship management roles? The greatest advice I can give to anyone considering joining a commercial or business development role is to take the leap. While it can be daunting to step outside your comfort zone, embrace the opportunity to learn something different. When you enter the role, remember to be yourself and never take yourself too seriously. People want to meet the real you and deal with a genuine individual, relax and be yourself. It doesn’t matter who you are talking to, at the end of the day it’s just two people talking… have fun with it! Where do you see yourself in five- or tenyears’ time? The best thing about this industry is that it can take me anywhere. Within the next five
to ten years, I would love to be running my own hotel as a General Manager. I have been privileged to work with some incredible General Managers who inspire me. If I could mentor and develop others in the industry, I would be profoundly thrilled. I’d love to be able to explore opportunities as they arise and work internationally. This is just the beginning and I’m excited to develop my hotel career, wherever it takes me. ……………… As they continue their promising careers, Oliver and Sarah leave us with the reminder that our industry is a world of boundless possibilities, where passion and dedication are the keys to unlocking a future filled with success and fulfillment. They are shining stars in an industry that thrives on excellence, and their stories exemplify the ethos of their respective organisations, Crowne Plaza Melbourne and Pan Pacific Hotel Group, which foster a sense of family and invest in the growth and development of their talents.
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feature
TEMPO KITCHEN &OPENSBAR ON GEELONG HARBOUR
The Geelong business and hospitality landscape is set to experience an unprecedented culinary transformation with the grand opening of TEMPO Kitchen & Bar, the latest addition to the Novotel Geelong offering. Situated in the heart of Geelong waterfront, TEMPO promises to be a vibrant new concept restaurant, redefining the dining experience and celebrating the rich and local produce and flavours of Victoria. TEMPO’s innovative approach to dining sets it apart as a tribute to the rich culinary heritage of the region. Inspired by the abundance of local products, the menu boasts a seafood and grill focus that showcases the best of Victoria’s bounty. TEMPO embodies the essence of Australian cuisine, providing a unique and unforgettable experience for locals and visitors alike. Through innovative and skilful techniques, TEMPO’s talented chefs transform the freshest seasonal ingredients, sourced directly from local farmers, fishermen and producers into mouth-watering dishes that embody the essence of Australian culture.
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Steven Oakley, COO of parent company ERDI has worked in collaboration with Erwin Joven, Director of Culinary at TEMPO and expressed his excitement about this groundbreaking venture, stating, “We’re thrilled to introduce TEMPO to the Geelong community and beyond. This restaurant is the culmination of our passion for the incredible local produce and culinary traditions that Victoria has to offer. With TEMPO, we aim to create a haven where guests can indulge in a genuine celebration of Australian flavours.”
ERWIN JOVEN DIRECTOR OF CULINARY AT TEMPO
TEMPO caters to all dining preferences, making it the ideal destination for any occasion. Whether you seek a casual lunch with friends, an intimate dinner for two or a joyous feast with family, TEMPO’s menu is thoughtfully designed to offer an array of options. From fresh seafood and succulent steaks to delectable vegetarian choices, every dish is prepared to perfection and served with a smile. TEMPO promises to become the social hub of Geelong and will showcase entertainers in the form of local DJs and musicians. The new venue boasts not only a beautiful private dining room for special events, but also
a wine nook for added privacy for more intimate groups. A standout feature of TEMPO is its meticulously curated bar menu. Showcasing a delightful selection of both local and imported wines, beers and cocktails, the bar menu perfectly complements the restaurant’s culinary delights. Guests can explore a range of local and regional beverages, handpicked to offer the finest choices for every palate.
Beyond the exceptional food and drinks, TEMPO is committed to fostering a welcoming atmosphere where everyone feels at home. Whether a local resident or visitor to the beautiful city of Geelong, guests are invited to experience the best of Australian cuisine at TEMPO Kitchen & Bar. ABOUT TEMPO KITCHEN & BAR: TEMPO is a vibrant concept restaurant, kitchen and bar located in the heart of Geelong Waterfront. Embracing the culinary heritage of Victoria, TEMPO’s menu showcases the
finest local produce through a seafood and grill-style approach. With a commitment to using the freshest seasonal ingredients and a curated selection of beverages, TEMPO offers an unforgettable dining experience that captures the essence of Australian cuisine. For more information visit www.tempogeelong.com.au. TEMPO is now open to the public at 10/14 Eastern Beach Rd, Geelong, and bookings are available via the official website www.tempogeelong.com.au
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JW MARRIOTT GOLD COAST EXECUTIVE CHEF PAUL SMART AND RATIONAL BUSINESS DEVELOPMENT MANAGER & CORPORATE CHEF CAMERON CAMPBELL
EYE FOR EFFICIENCY JW MARRIOTT GOLD COAST RECENTLY INSTALLED RATIONAL COMBI OVENS IN ITS KITCHENS AND IS REAPING THE REWARDS. Since its recent redevelopment, the luxurious five-star JW Marriott Gold Coast has won a ton of accolades. In 2022, it was awarded Overall Hotel of the Year, Best Marketed Hotel and Best Redeveloped Hotel at the QHA Awards for Excellence. As part of the redevelopment, the hotel invested in new RATIONAL iCombi ovens. Now, not only is the hotel retaining staff and winning awards, it’s also saving money. The team at RATIONAL Australia caught up with JW Marriott Gold Coast Executive Chef Paul Smart to discuss the challenges JW Marriott, Gold Coast faces in its kitchens, and the solutions. Tell us about the restaurants at JW Marriott Hotel on the Gold Coast. Citrique is our main dining area. We serve breakfast here every day to between 500700 guests. Then we serve dinner with an a la carte menu Monday through to Thursday, a seafood buffet Friday and Saturday nights, and Sunday lunch. Chapter & Verse is our bar dining area where we offer sharing dishes and snacks. We also have Misono, our Teppanyaki restaurant. In-room dining service is available 24 hours a day and the Pool Pavilion, which offers poolside dining gets quite busy. Which equipment did you choose as part of your kitchen redevelopment? We’ve got the best equipment in the kitchen that’s available on the market. During the renovation, we had a lot of old equipment.
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JW Marriott Gold Coast recently installed RATIONAL combi ovens in its kitchens and is reaping the rewards. that’s been there for 30 years. Recently we purchased two beautiful RATIONAL iCombi’s which make our life really easy. They help us out with getting the food on the plate. It’s basically like having two chefs in the kitchen. Which features of the RATIONAL iCombi have you found to be game changing? We do a lot of slow, long cooking. When we finish our busy service, we’ll run the iCombi at 85 degrees with the right humidity for 12 hours overnight. When we come back in the morning, the pork belly is nicely cooked – same with the braise for the short rib. When you come to work in the morning, the smell is fantastic. The iCombi is really efficient. I love the functionality of it, especially the cleaning cycle at the end of a shift. What are the biggest challenges you face in the kitchen? The challenge in the past has been staffing, but that has improved. If you give your team the best equipment on the market, you retain your team players and staff members. They are very happy in their workplace, which creates a great environment. The RATIONAL does that. Do you use any of the smart features on the RATIONAL iCombi? We use the iCookingSuite. We’ve got a tomahawk steak on the menu, which takes
CHEF PAUL SMART, LOOKS FOR QUALITY, EFFICIENCY AND FUNCTIONALITY IN KITCHEN EQUIPMENT.
about an hour to cook. Cooking it the old way by grilling it, putting it in the oven, and testing with a probe is tricky as the result isn’t always the same. With the RATIONAL, we place the thermal probe in the centre of the tomahawk and select the right program on the iCookingSuite. The end result is it’s evenly cooked all the way through and there’s not too much crust on the outside. If we want the steak medium rare in the centre, it gives us the same result every time, nice and pink in the middle. Beautiful and tender. Has the RATIONAL delivered any cost savings? The RATIONAL is a very efficient combi oven. When we cook meats, seafood, or vegetables, it retains all the nutrients. You don’t lose weight cooking a chicken or a steak, it retains the liquids inside and keeps them nice and juicy. What advice would you give to an executive chef of a hotel who is looking to replace an oven? I think the RATIONAL iCombi is the go-to oven. The product always comes out superb. When you send food on the plate to the guest, whether it’s a small restaurant or large scale, RATIONAL is the best choice. To find out more, contact RATIONAL Australia at rinfo@rationalaustralia.com.au or visit www.rationalaustralia.com.au
BUILDING BRIDGES TO A MENTALLY HEALTHY WORKPLACE: AN INITIATIVE BY AHA (VIC)
Will Hams with the team at Mona Castle HoteL
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DESIGN YOUR FUTURE Apply now to gain a University degree while you work. HOTEL MANAGEMENT | HOSPITALITY | TOURISM | EVENTS hotelschool.scu.edu.au
THE HOTEL SCHOOL EMPLOYS 100% OF STUDENTS WITHIN 6 MONTHS OF GRADUATION! The hospitality and hotel industry is a dynamic and ever-evolving sector that demands a unique blend of theoretical knowledge and practical skills. The Hotel School Australia prepares students for the challenges and opportunities in their career through the integration of practical industry experience alongside university studies. The Hotel School Australia is a unique partnership between Mulpha, an international hotel and hospitality investment group and Southern Cross University. This partnership gives unique access to leading global hotel and hospitality brands and a public university education that is internationally recognised. The Hotel School Australia utilises this structure through collaboration, partnerships, and a comprehensive understanding of industry trends, challenges, and best practices to provide education with industry integration. This is a transformative shift in how universities prepare students to effectively choose their career path and to succeed in their future career.
All academics at The Hotel School Australia have previous industry experience, allowing for the course curriculum to be taught in a scenario-based style, within real-world simulations. The guest speaker series builds on this, inviting industry leaders into the classroom to share real-world challenges faced in various departments, allowing students to experientially learn from current industry demands. Beyond the classroom, all students attend regular industry excursions within Australia and overseas, as well as practical training opportunities such as internships and on-site visits to hotels, resorts and tourism venues. These experiences allow students to develop industry-specific skills, establish broad professional networks, and gain a realistic understanding of the challenges they may face as future industry leaders.
The Hotel School understands flexibility as a core requirement of an industry-centric education. This allows students to balance life, work and study to simultaneously experience the theoretical and practical. Students can undertake undergraduate and postgraduate study with only 1-2 days required on campus, allowing them to upskill without exiting the workforce. The significance of this approach focuses on the benefits it brings to aspiring professionals in the hospitality and hotel industry. The success of The Hotel School’s approach is demonstrated through the most recent Graduate Employment Survey, which showed that 100% of students were employed within 6 months of graduation. The focus has now shifted from not only finding employment within the industry, but also allowing professionals to discover the career path that suits their individual goals that will lead to long-term career growth.
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THE
OPERANDIO EFFECT: ENHANCING HOSPITALITY AT RIVERLAND GROUP
In the bustling world of hospitality, where every detail matters and the customer experience is paramount, efficient operations are the backbone of success. Riverland Group, a wellestablished player in Melbourne's hospitality scene, recognised the need for streamlining their processes to elevate their guest experience. This journey towards operational excellence led them to embrace Operandio, an Operations Management Platform designed to empower frontline employees and optimise every facet of their business. Meet Kristin Allen: A Hospitality Veteran and General Manager of Riverland Group Kristin Allen, the Group General Manager of Riverland Group, boasts an impressive career spanning over two decades in the industry. She has witnessed the ins and outs of restaurant, bar, pub, function/event, and corporate catering operations, climbing the ladder ‘from the ground up,’ as she describes. For the past nine years, Kristin has been a key figure at Riverland Group, and for the last five years, she has held the crucial role of Group General Manager. Comprising six beloved Melbourne establishments, the group is a testament to the transformative power of innovation. Operating for 17 years under the visionary leadership of Richie Ludbrook and Dave Sharry, Riverland Group specialises in breathing life into existing spaces, turning them into venues that bring people together to share good times. As the Group General Manager, Kristin's role encompasses setting the strategy, building the organisation, and steering the work environment. Her commitment to operational efficiency at the venues led her to explore Operandio, a decision that would prove instrumental in the group's journey.
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Why Operandio? As Kristin states, “the decision to implement Operandio at Riverland Group was driven by a desire to streamline operations, enhance efficiency, and gain better oversight of their diverse and dynamic businesses.” Operating multiple venues with unique offerings presents a considerable challenge in terms of consistency and accountability. Operandio promised a solution to these challenges and more. Integrating Operandio Within the Business Since it’s integration, Riverland Group has witnessed a remarkable transformation. Here's how they've harnessed Operandio's capabilities: • Checklists for All: Checklists for opening, changeover, and closing procedures have been seamlessly integrated into their daily routines for both staff and management. • Training and Documentation: Operandio provides a comprehensive library for training materials and allows Riverland Group to track employee training progress effectively. • Audits and Compliance: Internal compliance audits are now conducted effortlessly through Operandio, ensuring that every aspect of their operations is in alignment with their standards and regulations.
• Fridge Temperature Monitoring: Operandio's advanced capabilities extend to monitoring critical aspects of food safety, such as fridge temperatures, ensuring that food remains safe for consumption. • Food Prep Label Printing: The recent addition of an instant food prep label printer further enhances their ability to maintain stringent food safety standards. The Transformation from Spreadsheets to Automation Before Operandio, Riverland Group relied on spreadsheets and basic checklists through their POS system, which lacked the depth of accountability they required. Operandio changed the game for them in various ways such as standardisation, real-time tracking of the teams, and elevated standards of operation. As Kristin said, “Like any new system, there is a bit of setup involved, but the Operandio team help to make that as quick and headache free as possible. It’s really user friendly so there is not a lot of training required for the staff in venue – a quick run through of how to log in and navigate the allocated tasks and they are good to go.” In a world where every detail counts, Operandio has become the secret ingredient behind the success story of Riverland Group, a shining example of how technology can empower frontline employees and drive excellence in hospitality operations.
• Maintenance Logging: While still in the implementation phase, Operandio promises to simplify maintenance logging, making it easier to address and track any issues or repairs promptly.
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PARTNERS
FEELING THE HEAT: The Gas Professionals Offer the Gas Solution For Your Business
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THE GAS SOLUTION As we farewell Spring and welcome the heat of Summer, Supagas can provide the gas solution for your venue. The Supagas product range available for the Hospitality, Foodservice, Food and Beverage sectors includes Carbon Dioxide in cylinder and bulk, as well as Nitrogen, SupaMix, Liquid Nitrogen, Dry Ice and SupaSwap gases.
Through Supagas ongoing commitment to monitoring and improving the business’s operations function, the team aim to minimise the business’s overall impact on the environment and support a sustainable future. LIQUID NITROGEN SERVICES (LNS) OFFERING
At Supagas, we understand the importance of your business gas needs. For AHA VIC members the Supagas team are here to talk about your current cylinder holding, determine your gas utilisation and work with you to help with all your gas needs. The gas professionals are here, offering assistance and support to Supagas customers’ and AHA VIC members. With various challenges businesses face in the market, the gas professionals at Supagas can adapt to service your gas needs effectively. The Hospitality and Foodservices industry is constantly changing and evolving. Finding new and innovative ways to appeal to and service your customers is becoming imperative. Supagas Victorian Branches and Liquid Nitrogen Services (LNS) powered by Supagas, continue to offer quality products, customer service and delivery to AHA VIC members and the greater community. CARBON DIOXIDE: THE BUBBLES IN YOUR BEER Carbon Dioxide has an extensive range of applications across several industries, including Food and Beverage production and more! Carbon Dioxide plays a crucial role in the Food and Beverage industry, specifically in the Beverage industry. Carbon Dioxide is a key ingredient in the SupaMix gas range to carbonate beverages such as beer and sodas. The Carbon Dioxide, provides a fizz characteristic, thereby dispensing bubbles into every pint of beer. 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 with you to recommend the most suitable product and configuration to support your venue. Supagas offers a broad range of Carbon Dioxide products, tailored to meet the specific needs of various industries such as the hospitality sector.
Supagas and LNS strive to offer quality products and excellent service to meet the market’s needs, helping to cover Supagas customers’ and AHA VIC members gas needs and requirements. BULK UP YOUR LPG In addition, ask the gas professionals today about your bulk LPG requirements for your business needs. Bulk LPG sizes available include 90kg, 190kg and 210kg for commercial use, such as forklifts, decanting and more. ‘YES WE CAN’ SERVICE Supagas is a leading gas supplier of LPG, Industrial, Medical, Specialty, Welding and Hospitality gases in Australia. As a fast-growing nation-wide company, it is rapidly building a reputation for growth and success based on an exceptional ‘YES WE CAN’ customer service offering and quality products in a highly competitive market.
LNS, proudly powered by Supagas, works closely with the Hospitality and Foodservice sector. The emergence of food and beverage scenes in Melbourne has substantially assisted in the growth potential of LNS, with the introduction of LNS into the Sydney market. Liquid Nitrogen and Dry Ice, specific to the Hospitality and Foodservice sector, is more about providing a theatrical show for consumers. The products are used by businesses to promote their food. For example, a customer may use Liquid Nitrogen on cocktails or Dry Ice to create a fog effect for desserts, creating a wow factor. When speaking about the Food and Beverage Sector, such as restaurants, it is where Supagas and LNS see two brands align. Supagas supplies and works with the gas cylinder component of the business, for example, Carbon Dioxide gas cylinders for pubs. LNS compliments the offering with Liquid Nitrogen and Dry Ice products to enhance its presence in the Hospitality, Foodservice, Food and Beverage industry.
Today, Supagas has multiple distribution centres, branches and agencies growing nation-wide and can provide a fast and reliable delivery along with personal responses to queries to ensure quality service every time. Supagas’ state-of-the-art facilities allow us to offer multiple gas types and products. This helps us better service Supagas customers’ and AHA VIC members’ needs and gas requirements. SPEAK WITH THE TEAM TODAY! As a gas supplier, Supagas provides quality products and excellent customer service with experienced and knowledgeable gas professionals to construct a plan suitable to the gas requirements of your business. 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. Remember, when you enquire, mention you are a member of AHA VIC to gain access to our competitive AHA VIC exclusive member pricing. For All Your Hospitality Gas, Liquid Nitrogen and Dry Ice Needs, contact Supagas!
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For For All All Your Your Hospitality Hospitality Gas, Gas, Liquid Liquid Nitrogen Nitrogen and and Dry Dry Ice Ice Needs Needs
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feature
COMING SOON:
AHA TOP PUBS GEAR UP FOR THE GOOD FRIDAY APPEAL 2024 FUNDRAISING CHALLENGE BACKGROUND: GOOD FRIDAY APPEAL The Good Friday Appeal has been supporting The Royal Children’s Hospital in Melbourne for over 92 years. From that first year where a total of 427 pounds was raised to the $23,061,320 raised in 2023, over $444M has been donated to ensure that the RCH can continue to deliver world class care for sick children and their families. The funds raised make a difference by supporting projects and medical excellence funding the most up to date equipment and technology, innovative research, education and training, and all important patient and family centred care.
In 2023, some of these projects included: - The upgrade of RETCAM. RCH Opthamologists use this tool to screen for eye disease in newborns, benefiting over 6,000 babies since it was first used in 2002. - Cardiology research - this transformative research project is the first of its kind in the world focusing on cardiovascular health in children.
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- The purchase of new electrosurgical units. In FY 21/22 the RCH undertook over 13,000 surgeries and these units are a critical piece of equipment in procedures across all specialities. Via an electrical current the unit provides heat to cauterise cut blood vessels. The units are in high demand at the hospital and are the latest technology in this space.
Every year, the RCH treats an incredible number of children: During 2021/23: • Over 90,000 patients present to the ED • Nearly 45,000 children were admitted to the wards • 444,075 outpatient appointments • Nearly 85,000 Telehealth appointments A Long Tradition of Support - Victoria’s Pubs and the GFA In 1946, the very first collection container was placed on the counter of a Victorian business, the George Hotel in South Melbourne. This idea quickly caught on, the proprietor Havilah Uren told The Sporting Globe in December of that year: “This idea grew like bushfire. Generous patrons and publicans have since contributed many hundreds of pounds to the fund”. The Tanti Hotel in Mornington was next up, raising over 28 pounds with that first collection. Today, there are hundreds if not thousands of Pubs who host collection tins and other fundraising events across the State. Both these pubs are current AHA members! Pre covid, Pubs participated in a hotly contested challenge to see which pub could raise the most amount of money for the RCH Good Friday Appeal.
In 2023, AHA (Vic) is reviving this campaign for its members, launching the AHA (Vic) Top Pubs Fundraising Challenge for the Good Friday Appeal 2024. Launching towards the end of the year, AHA (Vic) member pubs can join the challenge to raise funds for the GFA and compete to be awarded Victoria’s most generous Pub. It’s easy to get involved. Pubs can set up their own online fundraising page, run raffles, request containers and QR codes to take donations, hold events, special offers and even point of sale opportunities. Over the coming weeks you’ll receive a link to set up your page, and lots of inspiration and ideas to get you started fundraising. You can start straight away, and check where you are on the Top Pubs leaderboard throughout the campaign. Winners will be announced at the prestigious State Awards for Excellence night in May 2024. Rebecca Cowan, Executive Director, GFA, says “The local pub is often at the heart of its community, and community is at the heart of the Good Friday Appeal. We are very pleased to welcome AHA (Vic) and their members to continue a long tradition of fundraising for The Royal Children’s Hospital Good Friday Appeal with the Top Pubs Challenge 2024.”
In 2019, almost $340k was raised by the Top 10 Participating Pubs. The Royal Exchange Hotel in Traralgon has been the repeat winner (2019, 2018, 2017). In 2018, $582k was raised by 193 Pubs with $312k raised by the Top 10.
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For all your
d o o f a e S h s e r F needs
Our custom built PFD seafood facilities provide you with the highest quality fresh or frozen – shucked, filleted, portioned or whole fish. Have a specific seafood requirement? Contact your local area Sales Representative 131 733 Find us on: www.pfdseafood.com.au
A Proud Principal Partnership
PARTNERS
KENO BRINGS THE WINS TO VIC HOTELS IN 2023 Victorian hotels and their customers have enjoyed a successful financial year alongside Keno in 2023, with millions of dollars in commissions paid, as well as cash and in-venue promotional prizes won.
The value of Keno to the Victorian hotel industry remains stronger than ever, as the game continues to delight customers with winning moments and retail commissions bolster the robustness of hotel businesses across the state. Keno paid more than $3.86 million in commissions to its Victorian hotel partners in the 2023 Financial Year, an increase of 25% on commissions paid during the 2022 Financial Year.
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OMNI-CHANNEL (DIGITAL) PLAY Hotels have also reaped the benefits of omni-channel play. Its introduction in Victoria on 22 February 2023 has given hotels an opportunity to grow their Keno sales performance and generate a steady, passive, revenue stream. As of 1 September, 53% of total Victorian Keno turnover was being derived from digital players, averaging $1.84 million each week, and 54% of online players have aligned to a venue.
Since its launch, almost $800,000 in digital commissions have been paid to venues with aligned customers – 96.3% of all Keno venues, with hotels earning $492,000 in trailing commissions. Most significantly, 36% of digital turnover has a trailing commission paid to a Keno venue. However, this can only increase as more players engage with the digital game and venues align more customers.
NEW BRAND PLATFORM Over the past year, Keno’s marketing team has been dedicated to enhancing the Keno brand to meet today’s customers’ needs, with the intent to build a new brand platform that can be leveraged for years to come. The platform aims to build a greater emotional connection with the Keno brand and will launch across all markets, including Victoria. It is currently in testing phase and will launch in 2024. KENO TRAINING PORTAL THE BIG WINNERS
LOCAL AREA MARKETING
Hotels weren’t the only winners: players in Victoria enjoyed more than 13.57 million Keno wins totalling more than $177 million across the region, and more than $34.18 million worth of cash prizes were won by hotel customers.
Keno’s Local Area Marketing (LAM) program reached new heights in 2023. Venues ordered more than 2,100 promotions – 47% more than in the 2022 Financial Year, and almost 400 venues who hadn’t previously tried it ran a promotion for the first time.
During the year, Keno crowned 20 millionaires and multi-millionaires, who collectively took home more than $46 million. Four of these major winners were from Victoria, including a Moe woman who picked up a $2.24 million windfall.
The total value of prizes given way was just over $1 million and promotions ordered ran for a total of 11,000 weeks, with an average of 5.27 weeks per promotion.
Since its launch, more than 14,000 venue managers and operators have registered to use Keno’s Training Portal, and 93,000 courses have been completed. The team is currently updating the ‘KenoBasics’ and ‘Keno-Advance’ courses to improve their interactivity, as well giving them a new look and feel. The updated modules will be available to venues in October 2023.
To stay in touch with all things Keno, visit kenoconnect.com.au.
Keno’s busiest LAM venue gave away more than $11,000 in prizes to its customers, across 14 separate promotions.
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Learn more!
Darren Morrison Loxton Hotel Client
Helping Pubs H elie s SAVE ON ENERGY
I've worked with Alan for quite a few electricity contracts over the years. Enercom Energy masterfully handled a group energy deal for South Australian hotels and another 80 venues. This process meant significant savings for our venue because they timed the market perfectly. Always easy to deal with, great service so I highly recommend them to anyone in the Hospitality Industry.
¬
SIGN UP TO OUR EXCLUSIVE AHA VIC GROUP ENERGY DEAL Enercom Energy presents an exclusive group energy deal for AHA VIC Members. Each month, we bring together numerous AHA VIC pubs and hotels for our tender, leveraging economies of scale. This strategy lets us secure more competitive electricity and gas rates from energy retailers than traditional tendering methods
Scan the QR Code for more information. or
Speak to one of our team on 03 9491 8240 www.enercomenergysolutions.com.au/aha-vic-members-offer
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NEW HOTEL MEMBERS KINGSTON HOTEL RICHMOND
SWAN HOTEL RICHMOND
55 HIGHETT ST, RICHMOND VIC 3121
425 CHURCH ST, RICHMOND VIC 3121
The Kingston is a sophisticated, yet relaxed hotel and dining experience, nestled in the quiet leafy streets of Richmond. Being only five minutes from the CBD, this historic Richmond icon which has been synonymous for over a century as a place to eat, drink, connect and celebrate.
Situated on the corner of Swan and Church Street, The Swan Hotel is one of the most iconic pubs in Richmond.
After undergoing an extensive revamp from the inside out, a new era for this much loved neighbourhood gem has begun. With an appetite for life, The Kingston maintains its welcoming charm and atmosphere in the newly renovated Public Bar, Deck and Beer Garden.
PUBLIC HOUSE RICHMOND 433-435 CHURCH ST, RICHMOND VIC 3121 With over four grand floors and three rooftop outdoor spaces, Public House features bold architecture and versatile spaces catering to 450 people in the heart of Richmond.
Close to Melbourne's major sporting precincts (including the MCG, AAMI Park and Rod Laver Arena), The Swan Hotel is also positioned near the 96 and 70 tram routes making it the perfect venue for a pre-game lunch or to watch live sports across their HD plasma screens.
Presenting spectacular 360-degree views of Richmond and the CBD, Public House’s enviable two-tiered rooftop deck boasts one of Melbourne’s most sought-after views of the city. Our á la carte and canapé menu will transport guests around the world, with plates inspired by global street food paired with unique and classic cocktails, selected spirits, craft beer and wine.
NEW partners
HARP RENEWABLES AUSTRALIA
PATTIES FOODS
A leading provider of onsite sustainable waste solutions in the Hospitality sector, Harp’s proprietary Bio Digester technology converts organic food waste into nutrient dense accredited Bio Fertiliser in just 24 hours, eliminating waste to landfill in the workplace and reducing costs of waste disposal.
Patties Foods is one of the largest food companies in Australia, with a portfolio of iconic and heritage Australian brands, producing some of Australia and New Zealand’s favorite savoury, sweet & ready meals products. They are a leading producer of frozen savoury and snacking products, ready meals and components, and frozen desserts in Australia and New Zealand. The company’s international markets include North America, Japan, Taiwan, Singapore, Hong Kong, Korea and the Pacific Islands.
CONTACT: SALES@HARPRENEWABLES.AU +61 409 316 073
CONTACT: BILL BIGGS BILL.BIGGS@PATTIES.COM.AU +61 419 679 116
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AHA (Vic) Partner Directory 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 Liquor 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
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Diageo Australia www.diageo.com Lucy Perkins lucy.perkins@diageo.com 0490 301 970 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 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 Banktech Group 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
AHA (Vic) Partner Directory AUDIO, LIGHTING & STAGING Jands www.jands.com.au Ilias Sintrikos isintrikos@jands.com.au 0408 506 620
BANKING SERVICES Commonwealth 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 Bunnings www.bunnings.com.au Laura Downes ldownes@bunnings.com.au 0439 852 394
BUILDING AND INTERIORS DESIGN GROUP TM Design Group www.tmdg.com.au Ian Macklin imacklin@tmdg.com.au 0417 147 110
BUILDING AND MAINTENANCE SERVICES Johns Lyng 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
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AHA (Vic) Partner Directory EFTPOS & PAYMENTS
EVENT STAGING
Oolio Pay www.oolio.com Pia Davis pia.davis@ooliogroup.com 0438 877 183
Encore Event Technologies www.encore-anzpac.com Catrina Bennell catrina.bennell@encore-anzpac.com.au 0408 679 958
Zeller www.myzeller.com Josh McNicol josh@myzeller.com 0427 996 065
ENERGY Enercom Energy www.enercomenergysolutions.com.au Alan Worman M 0478 822 448 E alan.worman@ enercomenergy.com.au Trans Tasman Energy Group www.tteg.com.au Craig Marschall cmarschall@tteg.com.au 1300 118 834
FINANCE SOLUTIONS Berkley Capital Partners www.bcpartners.com.au Wal Constable wal.constable@bcpartners.com.au 0422 009 639
FIRST AID PRODUCTS Medical Solutions www.medicalsolution.com.au Maria-Louise Culcasi maria-louise@medicalsolution.com.au 0417 389 882
FOODSERVICE EQUIPMENT ENERGY – SOLAR Solar Energy Enterprises www.solarenergyenterprises.com.au Adam Dragic adam@solarenergyenterprises.com.au 0404 944 449 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
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Comcater www.comcater.com.au Matthew Crozier m.crozier@comcater.com.au 0475 777 006 Chef’s Hat www.chefshat.com.au Rebecca Knoff 0487 700 555 rebecca@chefshat.com.au
AHA (Vic) Partner Directory FOOD SERVICE DISTRIBUTORS
GAMING MACHINE MANUFACTURERS
PFD Food Services www.pfdfoods.com.au Gavin Keegan gkeegan@pfdfoods.com.au 0457184 505
Aristocrat www.aristocrattechnologies.com Matt Mccarroll matt.mccarroll@aristocrat.com 03 9644 1000 I 0438 457 246
Patties Food Group www.patties.com.au Bill Biggs bill.biggs@patties.com.au 0419 679 116
Konami www.konami.com/en Matt Stuart stuart0307@konamigaming.com 0419 245 023
Oakdale Meat Co www.oakdalemeat.com.au Ryan Young ryoung@oakdalemeat.com.au 0432 267 225
Light & Wonder Sandra Renwick srenwick@lnw.com 0420 315 461
GAS SUPPLIER (CYLINDER & BULK) FURNITURE & REFURBISHMENT SPECIALISTS Strand Hospitality Furniture www.strandhospitalityfurniture.com.au Rob Lens rob@strand.furniture 0422 049 355 | 03 9421 4717
Supagas www.supagas.com.au Leigh Street LeighStreet@supagas.com.au 0410 533 941
GIFT CARDS 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
The Card Network www.pubandbar.gift Hannah Clarke hannah@tcnpayments.com 0406 172 797
HOSPITALITY TECHNOLOGY me&u www.meandu.com Simon Watson simon@meandu.com.au 0490 207 760 MrYum www.about.mryum.com Asher Jonas asher@mryum.com 0425148 722 Operandio operandio.com/aha David Rigbye david@operandio.com 0402 782 319
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AHA (Vic) Partner Directory 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
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
LOYALTY REWARDS redeemX www.redeemx.com Christo Nurtsis christo@redeemx.com 61 2 9099 4352
MEDIA The Age www.theage.com.au Marina Caccavari mcaccavari@fairfaxmedia.com.au 0439 773 584
IT MANAGEMENT Efex www.efex.com.au David Rose david.rose@efex.com.au 0478116112
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
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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
AHA (Vic) Partner Directory OUTDOOR HEATING SOLUTIONS
POINT OF SALE SYSTEMS
Thermofilm www.thermofilm.com.au Greg Trezise g.trezise@thermofilm.com.au 0402127 375
Bepoz Oolio www.bepoz.com.au James Verlaque james.v@bepoz.com.au +61 426 227 040
OUTSOURCED ACCOMMODATION SERVICE PROVIDER
H & L Australia www.hlaustralia.com.au Ben Williams ben.williams@aspiresoftware.com 0421 748 010
ahs hospitality www.ahshospitality.com.au Leanne Graham lgraham@ahshospitality.com.au 0417 698 639
RECRUITMENT
PAY TV
Lorg Talent www.lorgtalent.com Seamus Taaffe staaffe@lorgtalent.com 0419 360 210
Foxtel for Business www.foxtelbusiness.com.au Mark Bishop mark.bishop@foxtel.com.au 0409 468 042
Universal Blue Ocean www.universalblueocean.com Jim Irwin jim@universalblueocean.com 0459 026 274
Stan Sport www.stan.com.au Tim Fishwick tim.fishwick@stan.com.au 0416 208 417
PLAYGROUND EQUIPMENT Rhino Play www.rhinoplay.com.au Adi Soerjanto adi@rhinoplay.com.au 0410 025 898
PRINT MANAGEMENT Invicium www.invicium.com.au Tim Campisi tim@invicium.com.au 0422 214 413
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
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