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When Clickbait Journalism Hurts Kiwi Businesses
Caitlan Mitchell Editor-in-Chief caitlan@reviewmags.com
Our industry is already battling economic challenges, staff shortages, and rising costs. The last thing local restaurants need is sensationalist journalism or keyboard warriors that prioritise clicks over fairness.
So when I received a newsletter on January 23rd with the subject line: “Why Jesse Mulligan Had A 'Shocking' Experience At Auckland Restaurant Kingi”. I was utterly flabbergasted that someone gave this the green light to be sent out.
This wasn’t from some personal blog; it was in a supplement to our national newspaper. The review described the food as solid — awarding it a 15/20 — yet the entire piece was framed around a misleading and inflammatory headline.
Worse, most of the article sat behind a paywall, meaning the majority of readers only saw the damaging negativity without context.
Let’s be clear: criticism is a vital part of journalism, and no restaurant is above feedback. However, in a small country like ours, where word of mouth can make or break a business, reviews should be written responsibly. If a restaurant is genuinely failing its customers, the issue should be first and foremost dealt with directly and privately. My confusion about publishing this review is that he said the restaurant was doing well overall and just had an off night with service. Was the heading necessary - no.
Feedback is good, don’t get me wrong, but having a shoutout heading that didn’t
actually represent the review of 15/20 is just clickbait, particularly when the article was behind a paywall. Constructive criticism would have been a better take on this. Jesse, I hope you paid for your meal. Mud sticks, and for busineses, the fallout from a single careless review or heading can last far longer than the journalist’s moment in the spotlight.
Perhaps it’s time for media outlets to consider their responsibility to the industries they cover. Right now, it seems like some would rather chase outrage than support the Kiwi businesses that make our hospitality scene worth writing about in the first place.
CUSTOMER SPENDING GROWTH IN DECEMBER
Retail spending rallied in December, according to the latest retail trade survey, which highlighted hospitality spending.
Core retail sales volumes, which exclude motor vehicle and fuel retailing, rose 1.4 percent in December 2024 from the September quarter (seasonally adjusted). December quarter spending volumes were 0.2 percent higher than a year ago,
the first annual increase since the September 2022 quarter.
Core retail sales volumes per capita also rose, up 1.2 percent, the first lift of any substance since early 2022. Despite the lift, spending volumes per capita remain 12 percent below peak levels seen in mid-2021.
Spending growth was broad-based, with nine of the 13 core industries seeing a lift in seasonally adjusted spending volumes. Tourism-based spending rose the most, with a 7.6 percent lift in accommodation volumes and a 2.3 percent lift in food and beverage services (bars, cafes, and restaurants).
More discretionary spending is evident, with a 5.8 percent lift in recreational goods, and a 5.1 percent lift in electronic retailing spending volumes.
There was evidence of more discounting in the December quarter, with retail deflators for electronic, recreational goods, household goods, and department stores implying lower prices.
Core spending values in December were higher than a year ago across most regions, led by 9.1 percent pa growth in Otago, 3.3 percent pa growth in Marlborough, and 3.2 percent pa growth in Canterbury.
Read more online
CONFIDENCE IN LOWERING THE OCR
The Reserve Bank of New Zealand's Monetary Policy Committee has confidence in continuing to lower the OCR.
Annual consumer price inflation remains near the midpoint of the Monetary Policy Committee’s one to three percent target band. Firms’ inflation expectations
are at target and core inflation continues to fall towards the target midpoint. The economic outlook remains consistent, with inflation remaining in the band over the medium term, giving the Committee confidence to continue lowering the OCR.
Economic activity in New Zealand remains subdued. With spare productive capacity, domestic inflation pressures continue to ease. Price and wage-setting behaviours are adapting to a low-inflation environment. The price of imports has fallen, also contributing to lower headline inflation.
Economic growth is expected to recover during 2025. Lower interest rates will encourage spending, although elevated global economic uncertainty is expected to weigh on business investment decisions. Higher prices for some of our key commodities and a lower exchange rate will increase export revenues. Employment growth is expected to pick up in the second half of the year as the domestic economy recovers.
Read more online
APPLICATIONS OPEN FOR HOTEL & SHOP PLUS 2025
Applications are now open for Hotel & Shop Plus Shanghai 2025, the one-stop purchasing platform for the global hospitality industry.
The 2025 Hotel & Shop Plus is expected to have over 2000 exhibitors, 130000+ professional buyers, an exhibition area of 210,000 square meters, and over a hundred events held simultaneously. The exhibits cover multiple fields such as building materials, engineering design, smart hotels, hotel supplies, clean operation and maintenance, commercial retail, smart office, landscape architecture, etc., showcasing high-end, environmentally friendly, and new materials and products, creative designs, advanced intelligent management systems and equipment.
Read more online
DEMAND FOR TECHNOLOGY AT THE TABLE
The Restaurant Association has explored why there is a growing demand for technology at the table from consumers.
As digital solutions streamline back-end operations across the hospitality sector, New Zealand diners have mixed feelings when it comes to replacing human interaction with technology. According to DineFind’s 2025 Dining Trends Report, while
technology is essential for running efficient businesses, Kiwi diners continue to prioritise the personal touch that only human service can provide over the use of technology in customerfacing roles.
Sentiment towards QR code menus showed that younger diners (18-35) were more open, with nearly 50 percent expressing neutral or positive views.
Read more online
SUBWAY LAUNCH NEW MENU
Quick-Service chain Subway has introduced a new era, ushering in a simpler and faster menu that is packed with flavour.
Subway is redefining convenience and crave-worthy
AUSTRALIAN BUSINESSES
CUT FOOD WASTE
AUSTRALIA | End Food Waste Australia (EFWA) has announced impressive progress in the fight against food waste.
Anew report revealed that businesses, including caterers, manufacturers, and major supermarkets such as Coles and Woolworths, part of the Australian Food Pact,
have reduced food waste by 13 percent since 2022. This milestone was part of a broader effort to make Australia’s food system more productive, resilient, and sustainable and halve food waste by 2030.
While real progress has been made, Australia has discarded 7.6 million tonnes of food each year, enough to fill the Melbourne Cricket Ground ten times over. Meanwhile, millions of Australians struggle to access nutritious meals during a cost-ofliving crisis. The 2024 Australian Food Pact Impact Report offered a comprehensive snapshot of food waste dynamics across leading food producers, manufacturers, and retailers.
Read more online
flavour with the launch of its new Signature Menu across Australia and New Zealand – executing the biggest shake-up to its menu in the brand’s history. This game-changing upgrade is a bold step in Subway’s mission to provide more Aussies and Kiwis with better choices in quick-service food options.
Designed for today’s busy lifestyle, the Signature Menu offers everyone’s beloved Subway flavours, now with expertly crafted ingredient combinations that deliver the ultimate taste experience - without the hassle of customers having to select every ingredient. It’s all about making ordering simpler, faster, and more satisfying than ever.
Read more online
UNDERWOOD NORTH OPENING FOR ZARRAFFA’S
AUSTRALIA | Zarraffa's Coffee has opened its latest store in South East Queensland, expanding to the Underwood North area.
Australian specialty coffee retailer Zarraffa’s Coffee is set to strengthen its presence in South East Queensland with the highly anticipated opening of its new Underwood North location.
This latest addition to the Zarraffa’s family has not only enhanced convenience for coffee lovers but also underscored the brand’s commitment to providing premium coffee and exceptional service to local communities across Australia.
Located next to the OOM Energy Fuel Station on Logan Road, the Underwood North drive-thru site offers a one-stop shop for busy commuters, combining the brand’s premium coffee and fuel services. Read more online
The RightDesign
Outdoor spaces are a haven for hospitality businesses to maximise their space and offer customers a memorable and unique dining experience. From the comfort of customers to the practicality of the space, there are countless options to enhance the outdoors.
Signage can often be the first step for businesses when designing an outdoor area. Specifically for on-street dining, businesses can market their offerings and attract new customers through branding, be it uniform umbrellas adorned with logos, flags that catch the eye, or barriers to mark the territory.
Bruce Earwaker from Speedy Signs in Auckland said that using consistent branding with recognisable colours and logos was one of the most effective ways for cafes and eateries to market their brand outside. Earwaker added that using high-resolution images that are relevant to the hospitality offering would visually attract potential customers.
“Keep messaging concise and ensure readability from a distance. Choose a bold, large font size that is easily visible from a distance. Incorporate unique design elements that align with your brand personality to stand out from competitors,” he said.
Barriers are an excellent way to seclude a business’ on-street dining from the regular foot traffic. To prevent customers from being walked into, barriers emphasise customer safety whilst being a strategic marketing tool at the same time. Barriers can also be of use when protecting furniture from the elements and work as a key way to showcase a business’ branding.
For eateries and bars licensed to serve alcohol, there are specific standards and laws that prohibit alcohol from being consumed outside the property.
However, through the use of barriers, businesses can clearly indicate to customers where the property begins and ends, avoiding any potential threat to licensing or unneeded legalities.
Earwaker said if its flexibility operators need, barriers with lightweight frames and detachable bases are the best option. Alternatively, he said that barriers that are simple to assemble, move, and store can be an ideal option.
“There are key features to look for when purchasing cafe barriers, flags and any street marketing, such as ensuring the materials are designed to withstand exposure to rain, sun, and wind, or if you need flexibility, choose barriers with lightweight frames and detachable bases.”
Digital branding has been a major trend for hospitality businesses in regard to outdoor dining. Earwaker said this was due to innovation and demand.
“Digital signage is becoming increasingly in demand and as more cost-effectiveness options come into the market, this offers more opportunities to smaller businesses with tighter budgets. Touchscreens and video walls are great options combined with the Samsung ‘MagicInfo’ system, endlessly customisable and timetabled.”
Design elements are just as vital for outdoor spaces, and allow businesses to continue their interior design outside. This could mean pairing the cushions to match those found indoors, or placing the same type of lamp on every tabletop.
Hospitality spaces, particularly outdoor spaces, need secure furniture that is practical and comfortable for customers. Businesses can be flexible with the range of furniture; a mix of high bar stools, standard chairs, and even plush sofas and benches can be accumulated to best match the customer’s preference.
It is also a way to showcase greenery, whether it is potted plants, flowers on tables, or even hanging baskets from above.
A touch of greenery can also work as an excellent way to offer shade while adding a vibrant and effective addition.
Auckland’s Soul Bar and Bistro has become known for its impressive display of greenery. Olivia Carter, General Manager, said that the restaurant has the most customer requests to dine in the outside area, which is covered by a canopy of 125 hanging baskets of flowers. Carter said that although appealing, there can be a high level of maintenance involved.
“We have four cycles of baskets a year, and while the current ones are blooming away, we have another set getting ready offsite, which changes out every three months. We have an automatic watering system that turns on daily to give them a good drink, and a gardening team will come and weed, trim, and look after their general maintenance three times a week.”
Outdoor spaces allow businesses to be creative with their offerings, and provide customers with an authentic experience, rather than just a place to eat.
Rain or Shine
Hospitality businesses across the country have, time and time again, battled with the unpredictable challenge that is New Zealand’s weather. Be it sunny one minute or overcast the next, ensuring customers are comfortable dining outdoors will require operators to consider all possibilities.
The chance of a sudden downpour can catch establishments off guard, which has highlighted the importance of shade and shelter solutions. The idea of dining outside in the pouring rain is an undesirable thought, and is something that could potentially turn customers away.
Umbrellas are considered an ‘oldie but a goodie’ when it comes to a quick, practical and reliable mode of shelter. Commercial umbrellas can offer different types of protection, from both sun and rain, and can be an effective look for alfresco dining.
Christian Oertel of Shade 7 said smaller, centre-pole umbrellas have been a popular selection for many restaurant owners.
“They are light, very durable and are often used through tables or freestanding on bases. Larger, more permanent commercial umbrellas are also highly desired,” said Oertel.
“Our largest and strongest Commercial umbrellas are the tempest umbrellas. These umbrellas are a permanent shade and rain protection solution that doesn’t require council
consent, are removable for events, etc. They are also a great way to add more usable outdoor floor space.”
Umbrellas are also an ideal solution for many businesses as they require no permanent installation. Centre-pole umbrellas also give customers the impression that they are in their own space, allowing them to relax while dining without feeling as if they are crammed together.
There are various types of umbrellas frequently used by hospitality owners for a range of reasons. If space is an issue, Cantilever umbrellas work perfectly due to their side-pole function. They can also be fixed to the side of buildings or to the floor, meaning no centre pole disrupts conversation. The side pole mechanism and ability to cover a larger area is also a popular choice in case Mother Nature arrives, or to reduce preparation and clean-up times.
For on-street dining, Umbrellas are a perfect way to market the establishment. By showcasing logos or patterns matching the interior, umbrellas create an ambience that the
restaurant or cafe continues outdoors.
If a more permanent structure is the ideal choice, consider a range of sunsail options for the outdoors. Sunsails can cover an entire area with no gaps, allowing businesses to maximise seating in a comfortable area. As a moderately flat surface, sunsails allow airflow due to their breathable materials, something that is especially valuable during the warmer months.
Sunsails also provide businesses with an aesthetic matching the interior fitout. Much like umbrellas, sunsails come in a variety of different shapes, sizes and colours and can be visually appealing to foot traffic passing by, or as a spot worthy of a social media snap. This could mean sticking with a neutral colour or going for a wild burst of colour for a playful approach.
Sunsails, as a concept, are designed for larger spaces and can be left up all year round if needed. Sunsails are also protected from excessive wear and tear from customers and staff, and are tough in the face of poor weather. There is, however, a responsibility for business owners when considering sunshades,
especially in the interest of public safety.
Seaton Meredith from Sunshade said that for the best result, businesses should seek professional assistance.
“The idea of a do-it-yourself job with shade coverings may work for a residential job, but not in a commercial setting,” said Meredith.
He added that businesses should take the time to consider what is the best solution for them and the space.
“Sunsails could be a good solution, especially to fit more customers underneath. However, in a city or urban area, a sunsail might not be a practical solution. The same can be said for umbrellas, where there might be added functionalities, not all of them would be best suited to the needs of the business.”
Sunsails and umbrellas are not just assets for the sunnier days; they offer valuable protection to customers all year round. As demand continues to rise for alfresco dining, so too will suitable and reliable shading solutions to support the business, generate additional revenue, and enable a unique dining experience for any weather condition.
Creating a Comfortable
Environment
Outdoor spaces are bustling and busy places for hospitality businesses, where customers will often prefer to dine in order to soak in the outdoor atmosphere.
When the sun sets, there will still be swarms of customers eagerly waiting for a spot outside. To cater to this demand, creating a warm and inviting area could be key to unlocking further potential.
During the day, businesses can take advantage of natural light. However when night falls, there are specific requirements for businesses to consider. Lighting has the ability to set the scene, be it a sharp and strong boost of light on each table, or a moody and ambient tone for intimate evening dining, it has a more crucial aspect than many operators initially thought.
Sufficient lighting can improve visibility for customers, allowing them to easily read menus, see their food, and navigate the space around them.
This will also enhance the safety and security of customers and staff and reduce the likelihood of accidents. The right lighting could even affect how customers perceive the food.
For outdoor spaces, lighting is an important factor for night service. This will allow restaurants to safely operate at full capacity, as well as enhance the customer experience.
A well-lit area is an inviting attraction for customers, especially during warmer months when alfresco dining is at its peak. Outdoor lighting has also presented an opportunity for an establishment to continue its interior design outdoors.
Tabletop lamps allow customers to feel as if they are in their own bubble, and work as an efficient embellishment for table designs. Tabletop lamps can also
showcase the business’ characteristics, whether it is the shape, colour or size. Battery-operated tabletop lamps will reduce eye-sore cables from running across the table, and will help businesses save on costs. This has become a popular trend for establishments all across the world, and will help businesses when promoting their carbon footprint, which the industry has developed a growing awareness for.
In order to accommodate yearround alfresco dining, ensuring there is sufficient heating will also allow customers to enjoy their dining experience without being thrown off by cooler temperatures.
Clive Menkin from Kelray Outdoor Heating said the primary reason any hospitality business should install outdoor heating was to increase business by offering more income-producing space outdoors or in partially enclosed environments, as well as to keep “bums on seats”.
“They will experience higher cover rate, especially during what we call the “seasonal cross-over” – extending
They will experience higher cover rate, especially during what we call the “seasonal cross-over” – extending summer environments into the oncoming autumn and getting summer off to an early start by adding a bit of warmth to spring days and evenings.
summer environments into the oncoming autumn and getting summer off to an early start by adding a bit of warmth to spring days and evenings,” said Menkin.
He said that there are a number of trending gimmicks in the market that may look effective but won’t do the job. In order to ensure an outdoor space is sufficiently heated, Menkin urged the importance of doing thorough research and weighing up the options beforehand.
“As far as we are concerned gas heating is no longer the best form of heat. It wastes energy heating the air rather than what is in front of it. It is
more expensive and not as safe to use,” said Menkin.
“Maintenance requirements are strict and ongoing. It is usually far more expensive to run. If in a portable format, it usually irritates hospitality workers who are always being asked to move it, or it is in the way of the servers.”
He added that a key selling point for businesses was that electric heaters do not give off any emissions either.
Every space has a list of technical requirements as well, such as height and size. Sometimes-extreme weather conditions can also play a key role in determining what type of heating is the best fit as well. When determining
specific options, Menkin said the heater’s material would be a good place to start.
“There are heaters made of anodised aluminium and a lot of plastic. There are heaters made in stainless steel but very few in Marine Grade 316 stainless, with most of these made in 314 stainless steel,” he said.
“The key thing to be aware of is that while well cared for stainless steel from reliable manufacturers will not rust, they do have a habit of tea-staining, which, to most users, is unsightly and lowers the tone of their outdoor area.”
A major trend for heating outdoor areas in Australia has been the use of umbrella heaters, which are now gaining attention in New Zealand, especially in 316 stainless steel, as many of these establishments are near the sea. New products for controlling infrared heaters that are finally able to manage highwattage heaters over 3000 watts was another key area of growth to consider.
Making an outdoor space warm and inviting should be just as important to business owners as it is for customers selecting their next dining option.
Food Trucks vs Bricks & Mortar
A Fair Approach to Food Truck Events Without Hurting Local Businesses
Food truck events can bring communities together; however, considering these events' impact on commercial establishments in the area should be a priority.
Around the country, community events, typically organised by local business associations or councils, arrange food trucks to cater to expected crowds. It has become an efficient way to offer a wide selection of cuisines and ensure adequate food.
Food Truck Collective CEO Timothy van der Werff said events hosting food trucks should be planned well in advance, ideally at least six weeks, with consultation ensuring both parties are happy. He said it was all about balance.
“We do get pushback from communities and businesses, but we try to minimise the impact by only hosting two to three events in any given area each year,” said van der Werff.
He added that limiting the number
of events provided an exciting activity for the community while ensuring local brick-and-mortar businesses were not significantly impacted. If an area has strong objections, van der Werff said the event would generally be moved elsewhere.
Based on his experience, van der Werff suggested that food trucks should expect to serve 100 customers for each truck for a food-focused event. Adding music and alcohol and food trucks could easily expect up to 750 customers per truck.
From street food to sweet treats, food trucks can provide something for everyone; however, recent contention between food truck operators and restaurant and cafe owners has highlighted the need for consultation to be at the forefront of planning.
A prime example was in October last year, when the Christchurch Arts Centre applied for consent to allow 33 food trucks on its site to run at
least 12 hours a day, seven days a week.
The Christchurch Central Business Association opposed the concept and presented a petition to the council outlining how this type of event would significantly impact their existing commercial operators.
Annabel Turley, Chairperson of the Christchurch Central City Business Association, argued that if the plan went ahead, all long-term funding of the Arts Centre’s trust should be halted. She added that it would send a dangerous message to bricks-andmortar operators who had already struggled through a challenging financial period over the past few years.
"Why pour your heart into a permanent business when you can pop
TIMOTHY VAN DER WERFF Director, Food Truck Collective
up a caravan and cash in?" said Turley.
According to Cheryl Adamson, General Manager of the Parnell Business Association, events with food trucks were often contentious, especially with hospitality offerings in a village centre such as Parnell.
“Historically, we have had businesses oppose the inclusion of food trucks for events because they believe we are taking away business from them (even if only for a few hours),” said Adamson.
“While we have not shared that view, we have been respectful of the placement of food trucks right near their place of business - as an example, our winter evening events have often included a coffee truck in Heard Park, but it runs after the hours, and the cafes are usually closed.”
She added that one notable theme for food truck events has been its strong drawcard for new visitors to the area.
Adamson said an example of this has been previous events at the Holy
Trinity Cathedral, which have attracted nearly 2,000 people each time. With the benefit of CCTV cameras, the Association has seen many visitors leave the event and go to local restaurants.
Recently, another village, this time in St Heliers, Auckland has seen businesses and residents very vocal in their opposition to a food truck event scheduled to take place on the area’s popular Vellenoweth Green. The event, scheduled for late March, planned to invite nine food trucks to set up on the Green, with the application listing that only 400 attendees were expected.
Local St Heliers hospitality operator
Michael Colosimo said community events with food trucks in wellestablished hospitality areas should be subject to a vigorous consultation process considering the impact on local operators. The timing could be adjusted so as not to interfere with peak trading hours, and other venues in the area that are further away from the centre
of the village could be considered.
"We are not against community events that benefit all local retail businesses. We don't want events that are damaging the commercial viability of existing food operations," he said.
“Particularly in these challenging economic times.”
Colosimo has owned Scalini's Italian Restaurant and Pizzeria in its beachfront location for the past 26 years. He said there was no prior consultation with local businesses before the event's announcement, contravening the rules of the St Heliers Village Association's responsibility to local operators.
The St Heliers village has long been
CHERYL ADAMSON CEO, Parnell Business Association
a hospitality hub for operators, many of whom have been in business for decades. Colosimo said the frustration surrounding this particular event had prompted several operators to approach him, as they are
concerned about the broader impact this event could have.
"This will set a precedent for future events on the Green. A range of other local venues would be better suited to hosting this event, not here, where it will directly impact our trading," he added.
Colosimo has pleaded with the organisers of the “Culley’s on the
Green” event to consider a range of options that would be in the best interest of the food trucks and the local food operators. He said local restaurants initially proposed a time change to the event and remain committed to finding a solution.
The event was initially scheduled for late March, but according to Auckland Council, it has been postponed.
Auckland Council’s Head of Events, Glynn Leggat, said that concerns about an event's location impacting other hospitality businesses in the vicinity are considered when assessing a permit application.
“Recommendations are sometimes made to the event organisers on alternative locations when concerns have been identified,” said Leggat.
“When a business association is connected to the location of an event, they will be informed of the application in the Initial Event Proposal (IEP) stage of the permitting process.
“Once a copy of the IEP is sent, feedback is welcomed before the event is permitted. This allows the assessment of impacts to be
MICHAEL COLOSIMO Owner of Scalini's Italian Restaurant & Pizzeria
considered and location changes recommended where needed.”
At the same time, a Notification to Local Board (NTLB) document is sent through to the Local Board, which is another opportunity for local board members to provide feedback on any potential impacts the event may have on the location/surrounding businesses.
Local St Heliers restaurants were frustrated with the event’s planning process. Many felt they had not been communicated with. Especially with an application lodged for the supply and sale of alcohol, residents are concerned that being in a public setting surrounded by residential property, the event on the Green would be a significant disturbance to the community.
A gripe of nearly all events from businesses and residents, regardless of the area, is adequate toilet facilities.
Auckland Council’s Trading Events in Public Places Guidelines clearly state that adequate toilet facilities are to be available at any market or event.
Considering the three portable toilets proposed for the St Heliers event and
the discrepancy between the number of attendees on the application vs the number calculated by the Food Truck Collective, it would undoubtedly mean that there would be long queues.
Recent events at the Vellenoweth Green organised by Auckland Council, notably Movies in the Park, proved that relying on the existing beachfront public bathroom facilities is a recipe for long queues and disgruntled attendees.
Food truck events can work for both parties when planned carefully with considerable input from all involved parties. Feedback from community and business associations must be sought right from the start, along with adherence to the relevant rules and conditions about consultation, licences, etc. This avoids potential setbacks and gives both parties a “win-win” event.
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Seafood Smash Supports Local Business
Seafood Smash 2024 was a Gilmours Wholesale campaign that gave customers in the food service industry a multitude of deals on all things seafood, from fresh and frozen fish, to prawns, shellfish and more premium delicacies to value-added products to suit any hospitality business.
Apart from the campaigns, Gilmours has always incentivised its customers by setting a cart total to then go in the draw to win a prize. This past year, with common industry insight, the foodservice industry has found its touch, and so Gilmours decided it had to think of an incentive that would help local businesses and not just reward a prize for one individual.
Its purpose was to promote local eateries that have specifically highlighted seafood on the menu, and provide the opportunity for two hospitality businesses.
Kippers East Takeaways, a top spot for Chinese and Asian cuisines in Hastings, has become an iconic and valued choice for locals.
Customers have praised Kippers East for its wide range of seafood, including classic favourites like fish and chips, which customers described as being golden and crunchy on the outside and perfectly cooked on the inside. Although highly acclaimed for its seafood offerings, Kippers East has gained a loyal following for its
range of stir-fry dishes and a la carte meals.
Kippers East has been widely regarded as some of the best takeaways in Hawke’s Bay, a title it has gained from its commitment to quality customer service, as well as its consistently delicious meals.
Ruby Red Cafe, located in the heart of Mangere Bridge Village, is a stylish and chic place where locals enjoy getting their coffee fix, or for a delectable serving of gourmet eggs benedict or French toast for breakfast, or a scotch fillet with herb-roasted potatoes or the cafe’s signature creamy mushrooms.
Ruby Red Cafeis known for being a welcoming environment to all its customers, something that regulars attest to. One customer said he had been dining there for years, and that the food has consistently been good, while another said there is a warm family and community atmosphere at Ruby Red, which has made it a staple in the local village. Red Ruby Cafe has recently expanded its opening hours to include dinner service for two nights a week, where the menu has showcased a wide range of seafood options.
ALL YOUR FAST FOOD FAVOURITES, IN THE HEART OF HASTINGS
ON THE CNR. OF HERETAUNGA AND KARAMU STREET (IN THE HOLDEN’S BUILDING)
Grab a coffee, or a bite 24 Coronation Road, Māngere Bridge, Auckland in the heart of Māngere Bridge Village
Open daily, from 5.30am
Fresh Taste for Vibrant Flavours
Burgers are loved all over the world, and New Zealand is no different.
While there will always be customers who stick to the classic varieties, many eateries around the country have opted for something fresh and new on the menu. Modern culinary innovation and creative thinking have ushered in a new wave of unexpected menu items that have sent
customers into overdrive for the latest flavour combinations.
Meat has traditionally been the main character of a burger. However, for some restaurants, the idea of a beef patty is too mainstream. Instead, highlighting different and locally sourced cuts of meat has proven to be a hit with customers.
For Zoe Williams, General Manager of Culture Burger Joint in Nelson, a veal brisket burger with bone marrow and raclette is the top choice for customers.
Williams said that although people may be scared off by veal, it’s actually one of the most sustainable meats in the country.
“We’re cooking it in cocoa and local Soul Arch espresso to provide a balance of sweetness and bitterness and make the meat tender and juicy. Everything in this burger compliments the next. You can’t go wrong with
beef and cheese,” she said.
Williams added part of the main attraction for customers was that burgers were that quintessential comfort food that will never fail to hit the spot.
“On a bad day or a good day, a damn good burger just makes you feel better.”
For Auckland restaurant 16 Tun, pairing burger options with an existing menu has been the key to success. Owner-operator Ewen Thorpe has designed various burger offerings to match the beer-centric vibe of his restaurant.
His Bourbon BBQ smash burger was created specifically to complement the sweet and spicy notes of McClure’s Pickles. Thorpe described it as a dish that will excite the palate.
Thorpe considered burgers, although different from venue to venue, to be largely popular with customers due to their nostalgic value, bringing memories of the conviviality of eating around a campfire or barbecues with friends and family.
“I also think that a burger can take many forms with just a few ingredient changes, which is incredible,” he added.
16 Tuns has prided itself on offering simple food, done well. Every ingredient matters, both in sourcing as well as preparing. Thorpe said the
small kitchen and team at 16Tun don’t allow for large-scale preparation of many ingredients on a plate, so that’s also a key influence on how his menu was designed: very few ingredients, but letting each ingredient shine.
As well as flavour trends, the growing customer demand for a variety of dietary options has rolled over into the new year. For Wellington restauranteur Lydia Suggate, the answer has been plant-based. Her plant-based fish burger, Not Frying Nemo, consists of a beer-battered banana blossom, served with housemade fried smoked cheese, chopped lettuce and tartare sauce in a soft vegan brioche bun.
Customers are also hungry for fresh produce on the menu, including their burger orders.
Andy Clarke from Keystone in Hamilton, one of four eateries he manages as executive chef, has focussed on producing fresh and affordable dishes on the menu.
His Shellibration burger is made using a tempura snapper burger sandwiched between a prawn toast sesame brioche bun with a fresh kimchi slaw, cucumber and nam jim dressing.
He said it’s modern, bursting with flavour, and the addition of kimchi, pickles and nam jim have given the burger a great freshness and a little punch of spice.
Clarke suspected that burgers were popular with customers purely because they were easy and casual, and because of how the ingredients were spread out, customers got the perfect bite every time.
Claire Culver and Jos Crasborn sling burgers all year round at their Hawke’s Bay joint, Community Burgers, and are focused on supporting locals and fostering community spirit.
Their burger, The Athlete, has a black bean, oat and beetroot patty, cheddar cheese, crispy onions, pickles, tomato jam and chipotle mayo. It was
designed to celebrate the local Hawke’s Bay veggie suppliers. The beetroot, onions, tomatoes and cos lettuce served inside are also grown in the local Heretaunga plains.
Community Burger has looked forward to how the consumer will continue to expect more of an experience.
“For a while now, it’s not been enough to just serve a really good product. Customers are more and more interested in how you serve that really good product. This will continue to grow,” said Culver and Crasborn.
Katie Duncan, Head of Operations and Development at nationwide burger chain Joes Garage, said that another classic Kiwi dish, fish and chips, inspired the latest burger on the menu.
“We love the idea of that nostalgic fish and chips at the beach, so we’ve done a parmesan crumb on New Zealand gemfish, pan-fried on the hot plate, served up in one of our buttered buns with Joe’s famous chips inside the burger. It’s the taste of summer holidays,” said Duncan.
She added that the burger has created the perfect mouthful, where customers can wrap their chops around a burger and get a bit of all the ingredients.
“The sauce, the crunch, the juicy, the salty – the ratios are spot on.”
16 TUN
SHELLIBRATION
BLACK LABEL
JOES GARAGE
Influenced by
Global Trends
At the start of a new year, many local eateries around the country have adopted growing international trends that have innovated the idea of simplistic dining.
Outside of the bigger cities and hospitality hubs, smaller regions have experienced greater demand for honest meals that won’t break the bank, while adding a touch of magic they haven’t seen before. The first stop has been to re-imagine QSR offerings by presenting them in a new and improved way.
Burgers, first and foremost, have been seen as a way for hospitality establishments to bounce back following a shaky few years.
Julia Magee, Owner of Red Star in Wanaka, said burgers are adaptable, as eateries can customise them to suit almost any dietary requirement, whether it’s gluten-free, vegetarian or vegan. She said they’re also a delicious, well-balanced meal that are easy to enjoy, with the perfect combination of protein, carbs, and veggies.
Aside from burgers in their traditional form, Red Star has introduced burger bowls, a new and innovative option that locals have
found difficult to refuse.
“We’re a burger bar, but we also offer Burger Bowls as a low-carb alternative to our classic burgers, indulgent, creamy milkshakes and a selection of local craft beers that pair perfectly with our burgers and fries. We offer a straightforward, high-quality experience where everything complements our burgers. It’s all about fresh ingredients and bold flavours,” said Magee.
She added that locally sourced products will remain in demand, but with an added focus on the stories behind the ingredients, connecting customers more directly to where their food comes from.
“Plant-based options will continue to grow, with more creative, flavourful dishes that appeal to both vegans and flexitarians alike. It’s all about transparency, innovation and sustainability.”
Plant-based options have also gone hand-in-hand with the push for more local produce, something customers traditionally are happy to pay extra
for. With the local tourism industry thoroughly on the incline, Magee said balancing price with quality would ultimately be a decisive action customers take when exploring the menu, which has echoed the need for local produce to draw in the crowd.
“Root to tip vegetables rather than processed foods. Trying to keep prices manageable for budget-conscious diners will be a trend. Interesting cocktails seem to be growing in popularity, and we’ll see more mocktails and lowalcohol options,” said Magee.
The global trend of ‘QSR Chic’ has provided eateries the opportunity to elevate the standard fast-food meal that customers expect while still maintaining the simplicity of a traditional, no-fuss way of dining.
Despite the new approach, many restaurants and cafes have opted for the nostalgic touch customers can relate to, as well as cater to the preferences of local culture.
Culture Burger Joint in Nelson has gained a reputation for QSR staples
such as milkshakes and fried chicken, or even sides like crispy fries. But putting an emphasis on simple dining options, Culture Burger Joint has succeeded in its main inspiration of allowing the customer to enjoy the idea of treating themself.
“We’re all so busy and focussed on health, which is obviously a good thing, but every now and then, you just have to indulge, it’s good for the soul,” said Owner, Zoe Williams.
She added that a key selling point has been offering local “Beeroes” Hop Federation on tap, which has won over the local public. Having said that, Williams believed the pathway forward was to offer something for everyone.
“We’re focusing on more nonalcoholic options because there’s a clear increase of people opting for zero or mid-strength drinks that look and taste like the real deal. And on damn-good service – re-focussing on the essence of hospitality and what it actually means rather than a transaction.”
As the cost-of-living has continued to
pinch customers in the wallet, making the menu accessible for all budgets has received positive feedback from customers in search of a good deal.
Community Burgers in Napier has embraced this idea, offering its nowfamous $1 carrots. Owner Claire Culver, said the simple idea had become a fan-favourite among punters.
“Customers come in just for a carrot. It’s a palate cleanser, it’s a kids meal, it’s a snack with your beer in the sun, it’s an easy way to get 1 of your 5+ a day. Since the last count, we have sold over 600 since opening,” said Culver.
She added that a major shift for the sector was how a customer is transformed for the better after they interact with an establishment’s space or brand.
“We’re trying to work on ensuring our customers leave our space feeling good, empowered and communityfocused. They haven’t just had a really warming and fulfilling experience; by interacting with us they’ve also helped a community cause.”
What Kiwi Diners Really Want
from Hospitality
Over the Christmas and New Year break, I had the chance to visit many establishments across New Zealand, and it was a wonderful reminder of the vital role hospitality plays in our lives.
From relaxed beachfront cafes to bustling restaurants in the city, every venue offered something unique. Yet, what struck me most was how much the little things—exceptional service, consistency, and reliability—can truly shape the overall dining experience.
In the Restaurant Association’s 2025 Dining Trends Report, Kiwi diners have spoken clearly about what they value most when eating out, and it’s a
Marisa Bidois CEO, Restaurant Association of New Zealand
powerful call to action for our industry.
Great food will always be at the heart of hospitality, but what makes a dining experience truly memorable goes far beyond the menu.
Service That Makes a Difference
Exceptional service stands out as the number one differentiator between a good dining experience and a great one. Over the summer, I had the pleasure of experiencing some venues where the staff were warm, attentive, and genuinely passionate about what they do. It made the food taste better, the setting more inviting, and the entire experience more enjoyable.
At times, I encountered experiences where the service didn’t quite match the promise of the venue, highlighting how important attentive
I had the pleasure of experiencing some venues where the staff were warm, attentive, and genuinely passionate about what they do. It made the food taste better, the setting more inviting, and the entire experience more enjoyable.
and thoughtful hospitality is to customers. Even the best food can be overshadowed if diners don’t feel valued and looked after. As an industry, this is a reminder of the importance of investing in staff training and fostering a workplace culture that empowers teams to deliver exceptional care.”
The Importance of Consistency
Another key takeaway from the report—and from my own dining experiences—is the importance of consistency. Diners want to know that every time they visit a venue, they can expect the same high-quality food, service, and overall experience. This reliability builds trust and loyalty, two things that are more important than ever in a competitive environment.
Consistency doesn’t mean sticking to the same menu or approach year after year, but it does mean ensuring the basics—great food, clean environments, and attentive service— are non-negotiable. Whether it’s a neighbourhood cafe or a fine dining restaurant, the ability to consistently deliver on promises is what keeps customers coming back.
Listening to What Diners Value
The report also highlights some key trends in what diners are looking for. Beyond great food and service, sustainability and local sourcing are growing priorities, particularly for older age groups. Meanwhile, younger diners are drawn to variety and innovation. Meeting these expectations doesn’t have to mean reinventing the wheel—it’s about finding ways to align your business values with what customers care about most.
As we move into 2025, there’s an opportunity for every business to take stock and consider how they can better meet the needs of their customers. By focusing on exceptional service, consistency, and listening to
what diners value, we can not only meet but exceed expectations. The hospitality industry has always been about connection, and now, more than ever, it’s our chance to show why that matters.
The 2025 diner survey is available from the Restaurant Association website. Free to members and $x for non members.
From Rural to
World Stage
Patsy Bass FOUNDER, REEFTON DISTILLING CO
Born and raised in Reefton, Patsy Bass has led an illustrious career through the corporate world, from human resources to change, project and general management roles.
Her latest endeavour, Reefton Distilling Co., was founded by Bass in 2018. In her own words, the company is more than just a whisky and gin, it’s about helping to regenerate a town, providing jobs for the next generation, so that they might have a future on the Coast, stay local, raise their own families, and keep the community alive and vibrant. She said it was also about attracting new people to the region.
A proud ‘Coaster’, Bass has always believed in promoting all the good things happening within the West Coast region. Bass was a founding member of Distilled Spirits Aotearoa and has continued to be active within the association, with her team readily sharing their knowledge to support others in the spirits industry. Knowing that if all producers are as good as they can possibly be, Bass said it will benefit
the entire New Zealand Spirits Industry and in turn help put New Zealand spirits firmly on the world stage
The most important advice Bass has received throughout her career was to have a sound, long term business plan, be bold and not to be afraid to go out and raise finance.
When looking at what she might do to help create a business to contribute to the revitalisation of her hometown, Bass held community forums in Reefton, and brainstormed ideas, with the distillery the one idea we kept coming back to.
She then talked this through with some of her network of successful business people, who were happy to share their knowledge and make introductions. After spending several months creating a business case, her first real challenge was to raise the finance.
Bass said that setting up a distillery is not for the faint hearted.
“To raise the funds needed (to get a business of this type off the ground) over our initial founding shareholder investment, was a big task. Whisky in particular is a long, slow game, requiring significant capital for many years before there is any return,” she said.
Bass chose an equity share offer via
Snowball Effect and raised NZD 1.385 million from 221 investors. This gave the company the capital to get the business up and running, invest in brand development and marketing, and in so doing, create a suite of products with both national and international appeal that would also stand the test of time.
Her biggest mentor, and her dear friend, was Sir David Levene. Having met 20 years earlier to Reefton Distilling Co.’s establishment, where both were involved with Outwood Bound, Levene continuously told Bass that he liked her thinking and values.
Bass said she knew that in order to get the business off the ground that she would need sound advice, and her first call once she had the business case, was to phone Levene and see if he would provide feedback on the Reefton Distilling Co. business case and in particular, the financials.
When Reefton Distilling Co. was established there were only about 30 distilleries in production locally, however there must now be close to 200 New Zealand gin brands. Many are contract distilled, and Bass has started to see the consolidation of the market.
Bass added that, locally, consumers are also recognising quality New Zealand products and buying premium spirits over other options.
“When we first opened in 2018, most of our visitors drank the top three international brands, but within 18 months, that had swung to the consumer becoming a connoisseur and experimenting with different New Zealand and Australian brands,” she said.
“Our experience at Reefton Distilling Co. is that customers are interested in
the provenance of the product, the story behind the brand and the ethos of the company, with sustainability being top of mind for many consumers. We were founded on care of the environment and community, and we are the first B Corp whisky distillery in New Zealand, and the first B Corp business on the West Coast.”
Bass has continued to believe that there is an opportunity for the New Zealand Spirits Industry to be as big as the New Zealand Wine Industry was in its heyday, with a strong export market and New Zealanders choosing Kiwi spirits over other brands. She said that while the spirits industry is young compared to many other countries, there is a great deal of capability and experience in New Zealand, and beautiful crisp, clear water and fresh botanicals.
She said that New Zealand has the
opportunity to stand out among other international spirits producers, as it has always been strong as a food producer with high quality produce. She hadded that New Zealand distilleries also has a unique opportunity to use those locally grown, high quality ingredients to their best advantage.
“I also believe that putting our efforts into creating a sustainable industry, showing that we can protect the planet and still produce high quality spirits is a positive step. As an industry, we need to highlight the provenance and sustainability of our products and take time to share our stories both in New Zealand and overseas whenever the opportunity arises.”
Throughout her journey with Reefton Distilling Co., Bass said there have been so many ‘pinch me’ moments, including standing in Shackleton’s hut in Antarctica, working on leadership development alongside Sir Tipene O’Regan, and over the last seven years there have been so many highlights relating to the distillery. Some of these include achieving the first international award for the Little Biddy Gin at the San Francisco World Spirits Competition back in March 2019, which highlighted that Reefton’s products could stand with the best and gave the distillery the courage to keep pushing boundaries, as well as securing a multi-year supply contact to distill bulk whisky for the Scotch Malt Whisky Society (SMWS) in June 2023.
However, Bass said that if she had to choose just one thing it would be the whole journey of establishing a distillery in a small rural town on the West Coast of New Zealand and the support of the region, when so many said it couldn’t be done.
For
Chef
David Haase, food has always been at the heart of his passions.
Growing up in former East Germany, exotic foods were not widely available. Haase’s father was allowed to travel to the western area from time to time, where he would smuggle some treats like fresh dates, chocolates, and other rare things back home for his children, something Haase said was always an exciting time.
Haase started developing an interest in baking and cooking around the age of nine, when he often baked fresh bread rolls for Sunday breakfast. After finishing school, he started an apprenticeship in a large hotel in West Germany to become a chef. From there, he worked his way up, doing stints in several different hotels and Michelin-starred restaurants
in Germany and Austria.
The chance came up to work a summer season at the well-known Hans Herzog Estate in Blenheim, where hewas the Sous Chef. After that season, hispassion for New Zealand and its cuisine was burning bright and being back in Germany, he and his partner talked a lot about how life would be if they moved to New Zealand.
Haase finally made the decision to move in 2009, starting as Sous Chef in the former Gibb’s Restaurant. He has also worked at Wither Hills Winery Restaurant, Marlborough Vintners Hotel, Highfield Vineyard Restaurant and for the last six years, Saint Clair Vineyard Kitchen.
A piece of advice that has stuck with Haase throughout his culinary career was that if he stayed calm during the heat of service, it would reflect on the whole kitchen team as well.
The Saint Clair Vineyard has become just as acclaimed for its culinary options as it has for its range of wines.
Continued on page 28.
David Haase
SAINT CLAIR VINEYARD KTICHEN
Roasted in Tāmaki Makaurau, proudly poured at over 100 cafes and restaurants across Aotearoa.
Continued from page 26.
“The Saint Clair Vineyard Kitchen is nestled amongst the vines here in Marlborough with plenty of outdoor seating that looks out on the Richmond Ranges, a view that is loved by our great locals and tourists alike,” said Haase.
He added that local and fresh produce is one secret that has kept his customers coming back.
“The menu changes with the seasons to ensure we are using the freshest produce possible. We prioritise cooking everything from scratch, from making our own sourdough bread every day, to even growing our own herb garden. We are lucky to be able to work with many small, local suppliers and fishermen to really showcase Marlborough on the plate.”
His personal favourite dish on the menu is the cured Marlborough Salmon Pastrami with a miso sour cream, cranberries, and pickled green apple. He said that it has always been his preference to work with small food producers and trying to order things locally wherever possible.
Despite a somewhat turbulent time for the industry, Haase said that guests are looking more and more for plant-based options and have prioritised their health through their eating choices, also searching for the best value for money option.
He said that this has also meant that chefs
have to be more and more adventurous in offering guests new flavours and combinations.
“I think we will see urban farms becoming more widespread in the next few years with food being produced vertically.”
He added that he hoped to see Marlborough on the visitor map for Kiwis and international guests as a foodie destination and not just a wine region.
“Here in Marlborough, we still get some very warm days in autumn, so some fresh dishes will remain on our menu in the upcoming month as well as some more comfort food.”
