AUSTRALIAN
AUSTRALIA’S NATIONAL HOTEL INDUSTRY MAGAZINE
Vol. 37 No. 5 - July 2020
Navigating the new normal Head counts, app ordering and temperature checks
IN THIS ISSUE: REDUCING CONTACT VIA TECH | LESSONS LEARNT THROUGH SHUTDOWN
CONTENTS & ED’S NOTE WE ENCOURAGE RESPONSIBLE DRINKING Get the facts DrinkWise.org.au
PUBLISHED BY: Food and Beverage Media Pty Ltd 41 Bridge Road GLEBE NSW Australia 2037 Tel: 02 9660 2113 Fax: 02 9660 4419
Contents 4
News: What’s happening in pubs
8 10
20
CBD Operators: When your patrons are
across Australia.
corporates now working from home,
Health standards: The protocols that are
how do you adapt?
reassuring patrons right now.
24
Beers for winter: Stout is back in season.
POS and Op Tech: How payment and
26
Regional stories: Community spirit is
ordering tech is helping to reduce
helping the Fish Creek and Meeniyan
contact in venue.
Hotels get through the pandemic in
14 Ed’s Lessons learnt: What the current crisis has Pick
P10
country Victoria.
taught publicans about their businesses.
As such, we’ll be hosting a live webinar – The Road to Recovery – on Wednesday 15 July from 9-11am AEST. We’ll be talking to notable
moment – both for the
publicans and other hospitality operators on
hotel industry and for
the strategies they are implementing to get
Australian society in
their businesses through the next 6-12 months
general. With some states having practically
of uncertainty. You can find more details on
eradicated COVID-19, pub operations have
this free event on page 5. In the meantime, we hope you enjoy this
are not too far off normal trade again. And
issue of Australian Hotelier, which will bring
yet, some states are seeing a resurgence in
you plenty of insight into how pubs across the
cases in line with the easing of restrictions.
country are adapting their offerings.
Victoria has just announced some suburban shutdowns around Melbourne (including
Vanessa Cavasinni, Editor
pubs) for the majority of July. So are we
P: 02 8586 6201
moving forward or backward?
E: vcavasinni@intermedia.com.au
It seems that the return to normalcy will pub operators will have to be nimble in their operations for at least the next six months, and have plans in place for any scenario.
2 | Australian Hotelier
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middle of a really pivotal
not be as straightforward as we hoped, and
JOURNALIST: Brydie Allen ballen@intermedia.com.au
PRODUCTION MANAGER: Jacqui Cooper jacqui@intermedia.com.au
as though we are in the
opened up so much that it feels like we
EDITOR: Vanessa Cavasinni vcavasinni@intermedia.com.au
GRAPHIC DESIGN: Alyssa Coundouris alyssac@intermedia.com.au
Editor’s Note RIGHT NOW, it feels
PUBLISHER: Paul Wootton
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‣ Gaming ‣ Functions ‣ Preparing for all scenarios Average Total Distribution: 4,743 AMAA/CAB Yearly Audit Period ending 31 March 2019.
In the
news
The newly renovated hotel is returning to normal trade as restrictions ease
WHAT’S HAPPENING IN PUBS ACROSS AUSTRALIA
MARION HOTEL BOOMS AS SA RESTRICTIONS EASE In late June, South Australia joined Western
Group – were functions and gaming. The
Australia as the only two states in the country
move to the 2sqm rule will make both of those
who have moved to a one-person-per-2sqm
profitable revenue streams operational again.
rule. For South Australia, the easing of restrictions also saw the return of gaming. At the large-format Marion Hotel, in
“Going up to the 2sqm rule allows us to have functions, and we will book out our function room almost to the end of the
suburban Adelaide, manager Anna Hurley
year in the next couple of weeks, which is
said that the venue’s trade was already close
fantastic. Being able to have functions back
to pre-COVID trading, and that this latest
in our venues is going to be a massive boost
relaxation of restrictions will help boost trade
to our trade.
even further. “The increase from 80 people to 300 which happened last week was massive for
Hurley also suggested that resuming gaming will nudge the venue back to profitability. “Having gaming open is really key in
our venue. The Marion Hotel is huge. The
underlying the profit
80-person cap was incredibly prohibitive and
of the business, which is very important as
very difficult to manage with such a big venue
well. Monday [first day of gaming] is going to
with so many different entry and exit points,
be a massive day.”
and a lot of demand from people wanting to go out,” explained Hurley. “Going up to 300 already gave us a huge boost in trade, to the extent that this past weekend we almost returned to regular
In another positive implication of the relaxation in restrictions, Marion Hotel will begin to hire more staff to service the increased trade. “In the last two weeks as the restrictions
trading levels on Friday and Saturday nights.”
have been released, we’ve gone from a team of
The only things missing from regular trade
under 50 to about 80, and I’ll be hiring at least
at the Marion Hotel – part of the Hurley Hotels
4 | Australian Hotelier
10 new people this week. It’s so exciting.”
Going up to 300 already gave us a huge boost in trade, to the extent that… we almost returned to regular trading levels on Friday and Saturday nights. Anna Hurley, Marion Hotel
NEWS Keep up with the latest industry news! Subscribe now to our fortnightly newsletter: www.theshout.com.au/subscribe-australian-hotelier
Melbourne heads back into shutdown Victoria has reinstated stage three restrictions across metropolitan Melbourne. Almost five million people Melbourne catchment area - including
COVID-19 shutters Rockhampton’s Great Western Hotel
pubs - are heading back into shutdown for
One of Queensland’s most renowned
a major impact on the Hotel. The Great
six weeks. The Andrews Government re-
country pubs will not be reopening,
Western is also reliant on major rodeos
imposed the restrictions after COVID-19
due to the stressors of the COVID-19
and music events, both of which it is
cases have begun to spike in the state,
shutdown. The owners of the Great
uncertain when they can resume.The
particularly within the capital city.
Western Hotel in Rockhampton have
inclusion of the Great Western Hotel in
and the businesses within the greater
cited the impacts of the shutdown
the Safe Night Precinct has also had a
the area after moves to increase patron
The news is a further blow to venues in
and the subsequent social distancing
negative impact.”
limits from 20 to 50 were put on hold last
restrictions as the cause.
month because of the rise in positive cases. Eric Visscher is the general manager of
As a midway point for tourists between
There has been an outpouring of commiserations on social media since
Brisbane and northern Queensland,
the announcement was made, with
Taylors Lakes Hotels, a pub that is within
Rockhampton has become increasingly
thousands of people from all around
one of the first postcodes to be locked
reliant on tourism as an economic driver.
the world reminiscing about their
down. Just as he had begun ramping
With Queensland’s state borders having
experiences at the Great Western Hotel.
back up the hotel’s business, he is once
been shut and international tourism
more having to severely restrict trade.
unlikely to return for at least another 12
expressed his dismay about the closure
months, the Great Western Hotel has seen
of such a revered Queensland Hotel.
“For us it’s now back to takeaway only.... and just closing things down again. We
a large portion of its patronage dry up,
just started warming our buildings back up
even as venues return to on-premise trade.
because like heating and all the cool rooms
The large-format hotel is renowned
QHA CEO Bernie Hogan also
“Obviously, we are bitterly disappointed to see such an iconic hotel as the Great Western close in Rockhampton. It simply
and all that sort of stuff was switched off.
as an iconic ‘country’ experience, with a
shows the tough conditions that every
And it was getting to a stage where the
large undercover entertainment arena,
hotel and hospitality business is struggling
place started to get a soul again, but now
which hosted rodeos at least once a month
with in Queensland,” stated Hogan.
we’re back to doing the same thing.”
before the pandemic, as well as major live
“The COVID pandemic is simply the
Despite the blow to business, Visscher is
music acts. The pub also has four bars, a
latest in a long list of uphill battles that
pragmatic in his approach to the lockdown,
beer garden and a gaming room. Owners
businesses like the Great Western have
having now experienced it once.
Colin and Vickie Bowden have spent over
had to deal with, and we can only hope
$1 million in improvements to the hotel
that the people of Queensland realise
over the past five years.
that these vital parts of their communities
“It is devastating, but at the same time at least we have a date this time around and hopefully if it all goes well, we can
The Bowdens released the following
reopen in six weeks. If everyone does
statement on the decision to close the
what is required of them hopefully we can
158-year-old hotel.
are worth saving and get out and support those that are left.” Outgoing GM Denis Cox said he hoped
then get it back up and running again.”
“Due to Covid-19 the Great Western
The Stage 3 lockdowns were initially
Hotel will not be reopening. The Great
a new owner could be found to take up
imposed on 10 postcodes on the CBD
Western Hotel is an iconic local tourist
fringes, but as cases continued to surge,
destination which is heavily dependent
which was established in 1862, you
the decision was made to lockdown the
on overseas and interstate visitors. The
never really own it, you are just part of
entire metropolitan area.
social distancing restrictions, border
its history and should aim to leave it in
closures and travel restrictions have had
better condition than when you found it.”
the baton. “With a venue like the Great Western,
July 2020 | 5
NEWS
Australian Hotelier hosts free ‘Road to Recovery’ webinar Australian Hotelier – in conjunction with
Russell, group GM for W. Short Hospitality,
Hospitality magazine, Bars&Clubs and
will discuss the strategies they’ve put in
TheShout – is hosting a virtual event for
place for their various pubs – and how
publicans and other hospitality operators
location and demographics have affected
on Wednesday 15 July. The webinar brings
those plans. Morgan Kelly, restructuring
you leading operators and industry experts,
partner at KPMG, will discuss the financial
for hospitality venues in the
sharing their experiences of adapting to the
implications of hospitality recovery.
current environment
new trading conditions, plus offering advice on repositioning and business strategy. Stephen Hunt of Hunt Hospitality; Andy Mullins of Sand Hill Road; and Jennifer
Stephen Hunt, Hunt Hospitality
sessions we will: • Address the challenges that lie ahead for pubs, bars, restaurants and cafes • Highlight best business practice
Other speakers on the day include
• Discuss how the sector (and your
Hamish Watts (Applejack Hospitality),
business) can position itself for
Mikey Enright (Barrelhouse Group) and Zara Madrusan (Made in the Shade).
Andy Mullins, Sand Hill Road
Jennifer Russell, W. Short Hospitality
REGISTER HERE FOR FREE! The Road to Recovery will be live-streamed on Wednesday 15 July from 9-11am AEST.
6 | Australian Hotelier
During multiple Q&A and Roundtable
strong recovery Registration for this event is free.
Morgan Kelly, KPMG
Hamish Watts, Applejack Hospitality
Click here for The Road to Recovery program
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HEALTH AND SAFETY
Reassuring patrons A recent survey has found that Australians feel more comfortable returning to venues that are taking health and safety seriously through the use of temperature checks and other protocols.
THE TOLUNA and Harris Interactive COVID-19
It’s not all bad news though. The research
Barometer surveyed 1096 Australians last
found that many Australians are more likely
month to get a better picture of attitudes
to frequent hospitality venues that are clearly
towards returning to hospitality and
taking health and safety seriously. Respondents
entertainment experiences as these industries
suggested that they would feel safer and more
began to re-open. The responses show that
comfortable frequenting venues that limit
while some Australians are still wary of being
capacity numbers; provided hand sanitiser and
in public spaces, many would be more likely
masks; implemented temperature checks upon
to visit places that clearly show they are taking
entry; and utilised Perspex screens between
health and safety seriously.
people where possible.
With the onset of winter, nearly half (49%)
“It’s clear that Australians have faith that
of Australians surveyed said they’re more
social distancing measures put in place have
concerned about a second wave of COVID-19
been successful in curbing COVID-19 in the
than an economic downturn, compared
country, so entertainment and hospitality venues
with 42% who were more worried about the
need to take this seriously,” stated Stephen
economy. As such, 26% of respondents said
Walker, business director ANZ, for Toluna.
they are less likely to eat out, and 23% are less
“Australians want to go out and support their
likely to go to bars. One in five respondents
local bars, clubs and restaurants, but they’re
said they intend to hold off going out altogether
looking to venues to take the lead when it comes
until a vaccine is found for COVID-19.
to implementing health and safety precautions.”
What patrons want The Toluna and Harris Interactive survey found Australians are more likely to visit venues with the following protocols in place: 48% would be more likely to visit venues which provided hand sanitiser and masks 47% want venues to limit numbers through social distancing 43% would like venues to temperature check patrons to allow entry 33% would like to see Perspex screens between people where possible
8 | Australian Hotelier
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PUB SALES • F&B • APPOINTMENTS • REVAMPS • LEGISLATION
POS AND OP TECH
Turning to tech
Many pubs are implementing digital menus, ordering and payment in an effort to reduce contact and the chances of community transmissions. THE FEAR of community transmission of COVID-19 has pervaded many day-to-day aspects our lives – from major considerations like how we commute or if we commute at all; to small things like using keep cups for our takeaway coffee or having a small bottle of sanitiser on hand whenever we go out. The anxiety surrounding community transmission is a major concern for venue operators and patrons alike, with it being a major factor for many people in deciding if they go out, and where. As the coronavirus can be spread via surfaces and communal touchpoints, one way many hoteliers are combatting these anxieties in their venues – and making them as safe as they possibly can – is to reduce the amount of high-contact, communal touchpoints. Cutlery stations are no longer being used, and complementary water stations are also a thing of the past. The other big communal touchpoint that many venues are getting rid of are physical menus. On an average day, menus can be handled by dozens of people, and thus are a high-risk transmission point. Some venues are getting around this by printing single-use menus, but there are negative financial and environmental implications to the practice. Other hotels have turned to digital menus and ordering and payment systems to negate the risk of infection on the premises, using smartphone technology that is ubiquitous to modern life.
QR? A-OK! South Australia’s Hurley Hotel Group has introduced digital menus throughout the group through the use of QR codes, in an effort to make their patrons feel safe in their hotels. “When restrictions started easing, we wanted our customers to feel as safe and comfortable as possible when visiting our hotels. We have a strong focus on best hygiene and COVID-safe practices, but decided to take one extra step in producing QR codes so customers could view our menus on their smartphone devices,” stated group marketing manager Elly Deegan.
10 | Australian Hotelier
POS AND OP TECH
COVID has... made contactless digital ordering a key benefit for our customers and our staff, to ensure they stay safe. James Sinclair, Signature Hospitality Group
An app-etite for ordering The Signature Hospitality Group – which owns The Sporting Globe brand – has gone one step further, developing an online ordering and payment system via an app. Patrons simply scan a QR code to register their entry, and then are prompted to order via their loyalty program app, or as a one-time guest. Patrons
The Sporting Globe has implemented app ordering and payment across all of its venues
tap their phones to the beacons installed on each table so that the table number is recorded on each order. The online ordering and payment system was Patrons simply scan the code on the table with
something that had been in the works within the
their smartphone camera (with QR scanning
group for a few years, but the COVID-19 pandemic
enabled) and the pub’s menu will then pop up on
provided the impetus to push ahead with the project
their phones for viewing. Deegan said the process
on a larger scale.
was simple to implement, using a free QR code generator found online. “It’s future proof – if we update our menus, we can
“Digital ordering had always been in the pipeline, and we’d been testing beta versions before COVID, but certainly our expectation would have been that it
log into the backend of the program and change the
would have been a value-add for customers in areas
menu link without having to produce a new QR code.”
like beer gardens where there wasn’t full table-
The uptake of the digital menus via QR code has been a mixed bag for Hurley Hotel Group, with
service,” explains CEO James Sinclair. “In areas like bistros where there was full table
many of the group’s patrons not familiar with the
service, it wasn’t our intent to be launching that.
technology. But with familiarity increasing each visit,
But COVID has obviously sped that up and made
the group is keen to forge ahead using digital menus.
contactless digital ordering a key benefit for our
“Each hotel has seen a different response, some with a much higher percentage of scans than others.
customers and our staff, to ensure they stay safe.”
Personally, I think awareness in SA on the purpose
Making it easy
of QR codes and how to read them is still quite low
While a change in attitudes towards communal
compared to overseas – the most common questions
touchpoints has necessitated the move to contactless
asked from our patrons is ‘What is a QR code?’ and
alternatives, Stevan Premutico, founder of me&u,
‘How do you use it?’, but we will continue educating
believes that this is a watershed moment that should
our customers on how to use them.”
see hotels evolve in line with other industries.
July 2020 | 11
POS AND OP TECH
An extra revenue opportunity During the shutdown, The Sporting Globe venues used their loyalty app as a way to process orders for takeaway and delivery (check out the video). Signature Hospitality group also owns the TGI Fridays brand in Australia, and keeps up to date with how the original brand fares in the US. Sinclair says that He uses the example of ordering an Uber or
a holistic experience, but Sinclair knows that
checking into a flight on his phone, and how
human hospitality is still paramount to a day
effortless both processes are.
or night out. As such, the human interaction
“Particular technology has evolved in a very
has shifted from taking orders to place more
rapid rate in the world around us, but as an
emphasis on the role of host, particularly when
industry we haven’t evolved at that same rate.
beginning and ending the experience.
We continue to do what we’ve always done with
“It’s so important that we still have a high
the argument that it’s not broken. But I think
level of staff and service, particularly in early
there are parts of it that are broken and we can
phases of the experience. We’ve got a really
improve them.”
strong and increased focus on our hosts
Premutico suggests that technology can help
when you arrive, and they obviously need
the friction between customers who want to
to greet and entertain with energy like never
spend money and the roadblocks that impede
before, because the welcome is still a human
that spend, like long queues at the bar.
experience. Ultimately that’s where our service
“We can improve the profitability of the
experience starts and ends – with a warm
industry, and improve the customer experience
welcome and a sincere thank you at the end by
at the same time.”
a person.” Staff are also on hand to help patrons with
The human connection
the app ordering as required, and can use those
Of course, the worry is that the use of
opportunities to upsell patrons. While moving
technology will affect the experience of having
ordering and payment to a software-based
that hospitable, human interaction which
solution has been pertinent during the current
embodies a pub outing. While using QR codes
pandemic, long-term Sinclair believes a hybrid
to replace physical menus, Hurley Hotel Group
solution will work best to get the efficiencies
have stopped short of moving the ordering and
of tech and the human connection of front-of-
payment process online for on-premise trading
house staff.
to keep that human connection going. “We did look into allowing customers to order
“I think there will always be some guests who will like to order direct through a server,
digitally but preferred to keep some customer-
and we’d like to work through how that hybrid
staff interaction – at a safe distance of course,”
model can work, and ultimately we need to do
states Deegan.
what’s right for the guest. So we’ll be working
The Sporting Globe venues have moved
away towards that, but I certainly see ordering
ordering and payment to their app to create
via app as here to stay long-term as an option.”
12 | Australian Hotelier
takeaway accounts for 20 per cent of revenue for TGI Fridays in North America, while here at home it accounts for less than one per cent. He hopes to be able to increase that percentage via the use of technology. “The QSR space has really owned that revenue entirely in Australia. I think there are some pubs across the country that would have found that there is an opportunity to add incremental revenue through takeaway and delivery. For us that’s certainly the case, and our digital platform is key to facilitating that growth into the future. “Delivery and takeaway, as well as pre-ordering, are all really valuable customer benefits now long-term, and are ancillary revenues that we were not getting before we had this technology in play.”
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COVID-19 As Lewis Land Group pubs begin to re-open, a larger focus will be made in investing in staff development
Lessons from a crisis
While the COVID-19 pandemic has been a massive blow for most pubs, it’s also provided many operators with some concrete learnings about their businesses.
14 | Australian Hotelier
COVID-19
WHILE THE shutdown and restricted trade has
At Crafers Hotel in the Adelaide Hills – known
had tremendous negative consequences for pub
for its considerable wine selection – owner Julie
operations across the country, one thing it has
Peter and her staff took the time afforded by the
afforded operators is the time and space to do a deep
shutdown to do a thorough stocktake of their wine
dive into the health and solidity of their business that
stores, and re-organising the selection.
they wouldn’t otherwise have the time for. Some of these evaluations have provided some
“Our re-organisation involved bringing out every single bottle, assessing, cleaning and grouping
stark learnings into the processes that even under
them, and then re-entering them into the system.
normal circumstances could use a good overhaul.
Our diligent skeleton staff covered most of the
Australian Hotelier spoke to four pub operators –
internal floorspace with bottles during this sort –
Lee Behan, group general manager of ARK Group;
lasting many weeks – which is not something we
Brad Jenkins, head of leisure for Lewis Land Group;
would ever have been able to do under normal
Jaz Mooney, managing director of Pelathon Pub
business operations, “states Peter.
Fund; and Julie Peter, proprietor of the Crafers and
TOP RIGHT: Crafers Hotel in the Adelaide Hills Region BELOW: Having recently undertaken a large renovation, The Fiddler will soon enact a routine maintenance program to keep the venue looking fresh in the long term
“It was amazingly refreshing and therapeutic
Uraidla Hotels – about what they’ve learnt about
procedure which has resulted a complete overhaul
their venues throughout this crisis
in the way the various wine rooms and cellars
Cash flow and debt
TOP LEFT: Stock level evaluation was a major learning for Pelathon Management Group
are organised, and with everyone knowing where everything is!”
Jaz Mooney began evaluating his business in early March, before the shutdowns were announced. He had been warned by friends in the UK about what was to come – shutdowns at very little notice with cool rooms and stores full of fresh produce. He began clearing out his stocks as much as he could before the shutdown. “Then comes what you find out about your businesses as you empty them. We did all the stores and food stores, and all the consumables; and you realise in most cases you’re actually overstocked. So that’s probably the big learning for me – the amount of top shelf high-premium goods that cost a fortune, and the vast amount of product, fast-moving or not, that was overstocked. So basically in turning my stocks around and using them in the best way for the business, if I was giving myself marks out of 10, I would’ve given myself a three.”
July 2020 | 15
COVID-19
“We have implemented more robust maintenance programs going forward, Jenkins said.” At ARK Group, one of the evaluations made during this period was that one of their pubs, The Generous Squire, was in need of a major renovation. After 12 years of operations, the hotel needed a refresh and a change in direction. Other overhauls of the group were more technological in nature, with Behan assessing the procedures they had in place that could be made more efficient. “We channelled a lot of focus into technology platforms within the group and used the down time to roll out some new programs; FoundU which is a complete end-to-end employee management software, Cooking the Books for our kitchen stock management; and we’ve
Cash flow and debt
Maintenance programs were implemented at Lewis Land Group’s large-format pubs
been realigning our reporting to a cloud-based system which enables us to view live reporting at each location.”
The other big learning for Mooney was the true understanding of debt levels once the cash flow stopped. “I knew I owed $1.1-1.2 million to our major supplier, but cash flow was comfortably taking care of that in a 35-40 day credit turnaround. Consequently it was only when the hard reality of no cash flow coming in – except for a couple of bottleshops – that I owed all the suppliers a whole lot of money.” While Pelathon Pub Fund’s suppliers have been very supportive throughout the crisis, Jaz said that the realisation of the debts was “a wake-up call” and the settling of outstanding bills has become a priority.
Tech and maintenance With no patrons in venue, operators were also given the breathing space to take a good look at the state of their venues, and the behind-
The shutdown solution here to stay
the-scenes processes they had in place.
While the takeaway/delivery pivot has kept a little bit of revenue trickling in through
“People bring the pubs alive, deserted pubs show all the sins of property management and maintenance,” suggests Jenkins. After a busy summer trading period prior to shutdown, Jenkins said the detail in the Lewis Land Group properties had suffered, so the team did a lot of fixing and tidying, while planning to make that more routine in future.
16 | Australian Hotelier
the shutdown, some pubs that now have the necessary systems in place view it as an ancillary source of revenue that will complement their on-premise trading. “We implemented takeaway platforms for food and drinks at three of our venues which helped us ride the wave during shutdown. Once reopened, we’ll be adapting them for our CBD venues as a grab and go ordering system,” explains Behan. “With takeaway we also had the capability to sell cocktails and growlers which were a real hit with our customers, so we’ll keep that going into the future.”
COVID-19
The value of a great team has always been the key to our business and this was certainly proven during the crisis when everyone pulled together. Lee Behan, ARK Group
“We removed some of the
the process got to know each other a
administrative burden from our
little better while trying to make the
management teams and freed up time
best out of a bad situation.
so they could focus on what was more important when their doors reopened.”
Team building
“What we found was that we have an amazing team who are immediately ready to step up and make sacrifices beyond our
While staff stand downs have been
expectations. Most of our core team
a necessary consequence of the
are Hill-based and are emotionally
crisis, the shutdown has made many
invested in this hotel, so they will do
operators see the true value of their
anything to keep it afloat. And for
personnel, and to ensure that staff
that, we are immensely grateful,”
understood that.
states Peter.
“Our team of staff are the most
Brad Jenkins agrees, suggesting
important asset to our business so we
that the level of commitment that the
made communication the priority and
staff had to the Lewis Land Group
tried to keep the team engaged and
pubs over the shutdown went above
in the loop with everything that was
and beyond. As such, the business will
happening in the industry and our
invest even more in staff when it can.
group,” says Behan. “The value of a great team has
“A crisis reveals a lot more about your staff. Quality staff step up and
always been the key to our business
want to do anything to help, it was easy
and this was certainly proven during the
and quick for us to recognise those
crisis when everyone pulled together.”
who had a holistic joint view of the
Staff also dug deep at the Crafers Hotel to keep the venue afloat, and in
18 | Australian Hotelier
crisis, and we will invest more in them as we return to normal business.”
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METROPOLITAN OPERATORS
Verandah in Sydney’s CBD
Bringing back a corporate crowd As cities slowly reopen, Brydie Allen reports that pubs in the CBD are starting to see a slow trickle of corporate patrons return and want to capitalise on that fact. THE SHUTDOWN of the on-premise industry caused by the
At the time of writing, NSW and Queensland are continuing to
COVID-19 pandemic was, while devastating for all, felt
ease restrictions, however it’s at a slower pace than most other
differently across the country by venues. Differing experiences
states (except Victoria). Current regulation only allows seated
are happening now too, as Australia begins to cautiously
activity in an on-premise venue, and people are recommended to
reopen under a range of conditions nation-wide.
keep working from home if they can. While the streets of Sydney
Everything from a pub’s location and demographic to its size and offering has influenced how a publican has experienced the pandemic and the staggered reopening. Pubs located in capital city CBDs, for example, usually rely on a large corporate crowd for lunch service, after work and happy hour drinks, and office events. But with much of this crowd living
and Brisbane aren’t as ghostly as they were during peak lockdown, they’re certainly not bustling with pre-pandemic levels of people. But operators in these cities have said that the corporate crowd is slowly starting to return, with many looking to get back into the CBD for the pub and some semblance of normal life. Nick Wills, CEO of the Tilley and Wills group, told Australian
outside the CBD and working remotely during lockdown, trading
Hotelier: “We’ve had reasonable support from our corporate
options were limited. Now that lockdown is lifting, many offices
locals, some who are pretty happy to be in the city so they can get
are still operating remotely, so the same opportunity experienced
to the pub. But it’s certainly nowhere near what it was, and it’s
pre-COVID hasn’t yet returned.
been tough.”
20 | Australian Hotelier
METROPOLITAN OPERATORS
Tilley and Wills operate Sydney CBD venue Verandah, which has both bar
nothing. We couldn’t do anything
and fine dining components, as well as
because our databases are made up
a range of other venues in other parts
of customers who are no longer in the
of Sydney, greater New South Wales
area, they’re from all over Sydney, so
and Queensland. From this spread of
that was particularly tough.”
venues, Wills knows the differences
At the Port Office Hotel, Meagan
that can be had between CBD and
Gregorski said the cost to drastically
suburban pubs.
change their operating model quick
Meanwhile up in Brisbane’s CBD,
great, and caused them to close
Meagan and Nick Gregorski, usually
completely for lockdown.
are made up of customers who are no longer in the area, they’re from all over Sydney, so that was particularly tough. Nick Wills, Tilley & Wills
“We didn’t trade at all because after
patronage. The Gregorskis said that
running the numbers it was going to
pre pandemic, 70 per cent of guests
be too expensive to try to turn our
were corporates, while now, that’s
restaurant business into a takeaway
dropped to 50 per cent.
business overnight,” Gregorski said.
Despite the distance and differences
because our [venue] databases
enough to be effective was just too
the Port Office Hotel, owned by has a predominantly corporate
We couldn’t do anything
“But at our CBD venues, it was
between the venues, there are
The new normal
similarities in the experiences of
Both Verandah and The Port Office
Verandah and The Port Office Hotel
Hotel are now reopened and continue
that illustrates the impact of a
to react to the easing of restrictions. As
corporate crowd, or lack thereof.
all publicans would know, regulation
Life in lockdown
changes often come quickly and with a certain degree of uncertainty, given
When the government announced
what we’ve seen happen in Victoria in
lockdown measures, there weren’t many
the past month.
options left for pubs to keep operating.
But both venues are trying not to
In the CBD, many pubs weren’t already
let this create too much of a changed
offering takeaway, so continuing to stay
experience for guests who have
open with the restrictions would mean
probably had nothing but change in the
a huge shake-up to operations – and
past four months. Gregorski said they
that’s even before finding the clientele
wanted to retain as much of the Port
to make these changes worth it.
Office feel as possible, as this is what
Wills said the group’s reaction to
patrons would be looking for especially
lockdown in the city contrasted to
when they returned to business as usual.
their reaction in other areas, as the
“We have only made minor changes
customer bases were so different.
to our offering since reopening because
“With our suburban pubs, we had
we feel that during these uncertain times
some income coming in because we’ve
people are craving some semblance of
got a strong relationship with our
normality,” Gregorski said.
community and have great community
“The main things include dividing
databases. We made the adjustment
our restaurant into separate areas
very quickly and set up takeaway and
and introducing table service to the
shops to sell toilet paper, sanitiser,
entire venue (which has all come at
pasta… all the things that people
a cost, as more staff are required to
struggled to get a hold of. And that
facilitate all of these changes), to
was okay to help us maintain a
comply with legislation and to increase
connection and relationship with our
our sanitisation of common areas and
locals,” Wills explained.
frequently used surfaces.
July 2020 | 21
METROPOLITAN OPERATORS
instead applying the same changes to all venues across the hospitality industry. It’s concerning to CBD publicans, especially considering the already high standards maintained in the pub industry, as it could discourage corporate patrons from returning to their office local. While there’s caution about reopening too quickly, it’s worth highlighting that venues in many other states have enjoyed eased restrictions safely and even when there’s been COVID-19 spikes like the one seen in Melbourne most recently, these have been traced to home gatherings and not venues. Wills said: “We’d like to see things relaxed quicker in New South Wales – the hotel industry is already highly regulated. I’d just like to see things open a bit quicker, and to encourage people to get back into the city because I think now is the time to get things moving again.” The Port Office Hotel in Brisbane’s city centre
Gregorski had a similar sentiment, pointing out a misalignment between how the government thinks the industry works,
“Altering the guest experience will be
compared to what is actually happening.
short term; in particular, we can’t wait to
“The Government has not shown a
allow our guests to be able to approach the bar again and stand around for a chin wag.” Wills too said they didn’t want to alter too much of what people were accustomed to at Verandah and other venues. The changes they did make, like the Gregorskis, were to ensure increased health and safety standards, meet legislation and keep the business afloat.
There has been a lack of
great deal of leadership when it comes
understanding of what
back has been slow and cumbersome
it really takes to run a business in our industry. Meagan Gregorski, The Port Office Hotel
“Our offering is changed in the fact that
to hotels and pubs. The restrictions roll with many rules that apply to a small restaurant or café have also being applied to a large hotel with a footprint sometimes up to five times their size – this type of equation just doesn’t make sense,” Gregorski said. “Perhaps listening to industry leaders
we’re not doing any promotions just yet. To
would have been a step in the right
go out there and do discounts and happy
move. We’ve restructured menus and
direction – there has been a lack of
hours when we’ve got limited seats and
restructured venues in a fashion that
understanding of what it really takes to
limited capacity, we didn’t think it was the
makes it a little bit more sustainable for
run a business in our industry.”
smart way to go. As a business, we’re trying
revenue which is uncertain right now.
to get our heads above water,” Wills said. “We’ve also got consolidated menus so we can control the number of people in our kitchen. Consolidated menus
“We just try to work as smart as we can
At the time of writing, both NSW and Queensland have continued with the
to look after our locals, and run things as
easing of restrictions, but seeing the
cost effectively and efficiently as possible.”
increased progress of states elsewhere, it’s hard not to be impatient. Pubs in
too where we’ve taken off a number of
Government decisions
our share plates and taken off a few of
While the lockdown affects pubs in vastly
city economies recover as people begin
our dishes that have got a large amount
different ways, the state government
returning to the office, if they only had
of perishable items, in case they don’t
standpoints often seem to disregard this,
more of a chance.
22 | Australian Hotelier
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BEER
Stout season Why it’s the perfect beer to stock in the colder months.
AS TEMPERATURES change, so do tastes, and
John O’Brien, founder and chief brewer of
the beers that do well as summer sippers won’t
gluten free O’Brien Beer, described the allure
be in high demand when it comes to winter.
of the category.
Just like a food menu full of soups and stews
“The best part of a stout, in my opinion,
fits perfectly for the colder months, a classic
is the complex flavour of dark chocolate and
drinks selection for winter should feature stout.
roasted coffee, with a creamy mouthfeel and
Joe Wee, owner of beer-focused bar The Noble Hops, said: “I truly feel there’s always the right time for different styles of beers for
firm bitterness balanced by a light sweetness,” O’Brien said. Like Wee, O’Brien called stout a great winter
different seasons, generally to reflect seasonal
warmer best enjoyed in a cosy environment by
ingredients, festive traditions, and even the
the fire. Plus, unlike other beers served ice cold
mood we are in.”
in summer, O’Brien said: “You can also drink
“In winter, I’d want a nice heavy bodied, malt-driven beer to give you a warming feeling when you drink them on a cold night sitting
[stouts] slightly warmer than lighter beer styles, which adds to them being suited to winter.” While producers, venues and experts agree
in front of the fire (or heater) seeking warmth
that all beers can and should be enjoyed year
and comfort. Think dark rich complex stouts,
round, focusing on the best beer for a certain
porters or imperial versions of them. They’re
time of year can elevate moments a guest from
what I like to call winter warmers.”
simply having a drink to having an experience.
With an assortment of styles and options
From these experiences come trends and
available in the category, stout is a versatile
knowing that stout is the style to meet this
beverage for behind the bar this winter, catering
trend in winter therefore positively impacts
to a range of tastes and demographics.
your business.
24 | Australian Hotelier
O’Brien Beer Gluten-Free Stout Pie See the recipe
FREE WINTER WARMERS
Classic winter occasions deserve to be enjoyed with O’Brien’s gluten-free Stout or Brown Ale. Brewed with the goodness of ancient grains.
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REGIONAL STORIES
Getting through it together Community spirit is helping the Fish Creek Hotel and Meeniyan Hotel get through the pandemic in regional Victoria.
THE SHUTDOWN of pubs across the country came as a shock for most, publicans and patrons alike. That was certainly the case for the Willcocks family, who own two pubs in regional Victoria; The Fish Creek Hotel and Meeniyan Hotel. The hotels are about a 10 minute drive from each other, in small towns with a population of just a couple thousand between them where they are
Publicans Greg and Gabi Willcocks with son and GM Andrew Willcocks (centre)
important cornerstones of the local community. “Lockdown came at short notice and as a result we had to scramble to make decisions
on the pub as a place to socialise and have
around staying open, the cost of staying open
interaction with others. We were often asked
and the potential revenue we could generate if
over the bottle shop counter: ‘when do you
we did,” said publican Greg Willcocks.
think you will be open again?’ And we have of
Grappling with the sudden changes, unpredictability and uncertainty, most staff
Watch
video here Watch how the Meeniyan business community welcomed locals back into their venues after the shutdown.
“We found a number of our regulars rely
course seen those faces again on a regular basis since re-opening.”
were stood down and a scaled back takeaway
Now that the Fish Creek and Meeniyan Hotels
food menu was created. The Willcocks family
are reopened, albeit under strict conditions, that
said they were grateful and heartened to see
community spirit hasn’t faded. Doing business
patrons connect with the pubs, even under the
may be different right now, but there’s positivity
challenging circumstances.
about people supporting each other through to
“We have to say that the locals really got behind us and we had many returning each week.
the other side of the current struggles. “The local traders in each town all pulled
I expect some of our patrons appreciated not
together as well to support one another, such
having to cook for an evening,” Willcocks said.
as buying a meal from one another, or creating a community video to promote the various local
Fish Creek Hotel
businesses. I think the atmosphere is one of pulling together; with the patrons supporting us, to the traders association supporting one another and everyone doing their best to smile and carry on,” Willcocks said. “We are conscious to continue to adhere to the guidelines and keep everyone safe, but we look forward to hopefully seeing further reduction in restrictions and welcoming more guests into our hotels. The COVID-19 situation took us all by surprise and it has been a very stressful few months but as the central meeting place in town we hope to be the place for people to reconnect with each other and move out of this bigger and better in the next few months.”
26 | Australian Hotelier
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