CLUBS&PUBS manager Summer 2O11-2O12
Print Post Approved PP 381712/02671
Contents Foreword, by the Hon. Michael O’Brien, Minister for Consumer Affairs and Gaming
News EGM monitoring licence awarded to Intralot Gaming Services
Service from pint to cellar
When experience counts!
Guilt-free seafood now just a tap on an app away
Gaming Dates with destiny
Gaming machine entitlements preparatory action
The show goes on at the Australasian Gaming Expo
Three easy steps in developing a loyalty card membership program
OH&S Safer glass for patrons and staff
Education and training Editor: Eden F. Cox Designed by: Jody Green Published by:
Better skills, better service
HEAT Program shows hospitality’s heart
The sky is the limit! Short courses in industry and lifestyle
Security Meeting CCTV standards ABN 30 007 224 204
430 William Street, Melbourne VIC 3000 Tel: (03) 9274 4200 Fax: (03) 9329 5295 Email: firstname.lastname@example.org Web: www.executivemedia.com.au Cover image: The Barking Dog Hotel, Geelong, designed by Bate Design, 2011. Above images: RACV Healesville Country Club by SJB Architects. Photographs by Jaime Diaz-Berrio. The editor, publisher, printer and their staff and agents are not responsible for the accuracy or correctness of the text of contributions contained in this publication or for the consequences of any use made of the products, and the information referred to in this publication. The editor, publisher, printer and their staff and agents expressly disclaim all liability of whatsoever nature for any consequences arising from any errors or omissions contained in this publication, whether caused to a purchaser of this publication or otherwise. The views expressed in the articles and other material published herein do not necessarily reflect the views of the editor and publisher or their staff or agents. The responsibility for the accuracy of information is that of the individual contributors and neither the publisher nor editors can accept responsibility for the accuracy of information that is supplied by others. It is impossible for the publisher and editors to ensure that the advertisements and other material herein comply with the Competition and Consumer Act 2010 (Cth). Readers should make their own inquiries in making any decisions and, where necessary, seek professional advice. © 2011 Executive Media Pty Ltd. All rights reserved. Reproduction in whole or part without written permission is strictly prohibited.
Food and beverage Out of the red thanks to the pink
Ensuring there will always be plenty of fish in the sea and on the plate
Portion control for healthy profits
Chef masterclass wizardry. Who said it’s not easy being green?
2011 Australian International Beer Awards. Local beers still impress
A light-bodied New Zealander wins accolades
Entertainment Live music positive for all
Getting the most out of live sport in your venue
Karaoke playing the right notes for your till
Tunes that sell schooners and bubbly
Live music strikes a rich chord with Victorians
INFORMATION TECHNOLOGY Social media for clubs and pubs
Interiors/architecture Cutting edge design and expert advice
Kitchen ergonomics spells safety and profit
The pros and cons of LEDs
Facility management Solutions for a messy carpet
63 CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 1
Victoria’s new Minister for Consumer Affairs and Gaming is Michael O’Brien, a former barrister and senior adviser to Federal Treasurer Peter Costello. He is responsible for the laws and policies that regulate liquor licensing and gaming. Mr O’Brien was elected to Victoria’s Parliament in 2006. He lives in Malvern where he is the local member.
lubs and pubs are an incredibly important part of Victoria’s social fabric as well as being significant economic contributors and employers of thousands of Victorians. The Victorian Coalition Government approaches its relationship with clubs and pubs in that context. Central to the government’s approach is working constructively with licensees to give them more tools to manage their venues. For too long, venues have shouldered the blame for the inappropriate conduct of a troublesome minority of individual patrons. In August 2011, new laws came into effect that allow a formal process that gives licensees, managers and the police the authority to serve patrons with a barring order in certain circumstances. When a person is served with a barring order, they must leave the venue and its vicinity and not return for a set period. Police are able to issue on-the-spot fines to individuals who do not comply with a barring order. These laws provide support to licensees wanting to keep troublesome patrons away from their venues. More importantly, they focus on making individuals accountable for their behaviour. The government has also increased the penalties for being drunk and disorderly and failing to obey a direction to leave a licensed venue when drunk, violent or quarrelsome. These are two examples of recent changes to improve Victoria’s liquor laws and there are more to come. In 2012, the Victorian Commission for Gambling and Liquor Regulation will commence operations, strengthening and harmonising liquor and gambling regulation in Victoria. In addition to this, the government will introduce a demerit points system for liquor licences, similar to the driver demerit points scheme. The liquor licence demerit points system will enable automatic suspension of licences for repeated breaches of liquor laws. This reform aims to target that small minority of licensees who repeatedly refuse to do the right thing, damaging the reputation of an otherwise responsible industry. The government will also introduce a five star rating system for liquor licensees that will reward responsible operators with discounts on their annual liquor licensing renewal fees. Over the next twelve months there will be significant challenges for clubs and pubs with gaming facilities. New 2 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
licensing arrangements commence in 2012, which allow venues to own and operate gaming machines for the first time. The government recognises that this is a significant change for clubs and hotels and we are working with industry to ensure there is a smooth transition to the new licensing arrangements. At a national level, the Commonwealth is attempting to impose an ill-considered mandatory pre-commitment policy on the industry as a result of their political deal with Tasmanian Independent MP Andrew Wilkie. The Victorian Coalition Government has been a strong supporter of pre-commitment technology on gaming machines for many years. Our policy, endorsed at the last election, provides for pre-commitment technology to be available on all gaming machines in Victoria by 2015-16, and which is to be to be voluntary for players to use. The government strongly believes that gamblers should be able to choose whether or not they use pre-commitment machines, rather than being forced to provide personal information in order to play. Voluntary pre-commitment will be a far more effective means of assisting problem gamblers. And unlike mandatory precommitment, a voluntary system will avoid the potential to drive non-problem recreational gamblers away. In order to avoid imposing unnecessary costs on industry, the government is working with the Commonwealth to seek alignment on basic technical functionality to be provided by any pre-commitment system. Responsible gambling offers a legitimate entertainment choice; however, there are some people who have difficulty controlling their gambling whom we have a collective responsibility to assist. The government is tackling this issue in a number of ways, including through the establishment of the new Victorian Responsible Gambling Foundation, and the continued successful rollout of the Venue Support Worker Program. The government is committed to working with pubs and clubs to achieve regulation that is as efficient and effective as possible. I am always happy to hear from you and I encourage you to contact me with any thoughts or concerns. The Hon Michael Anthony O’Brien MP Minister for Consumer Affairs and Gaming
EGM Monitoring Licence awarded to Intralot Gaming Services
The Victorian Coalition Government intends to award Victoria’s new single electronic gaming machine (EGM) Monitoring Licence to Intralot Gaming Services (IGS). The 15-year licence will commence in August 2012.
he EGM Monitoring Licence is the final licence to be awarded as part of the restructure of Victoria’s gambling industry.
IGS will provide the electronic monitoring system for all hotel and club gaming machines in Victoria from August 2012. The EGM Monitoring Licence also requires the provision of data and information on gaming machines for regulatory, taxation and research purposes. The Minister for Gaming, Hon. Michael O’Brien’s decision follows a report by the Secretary of the Department of Justice on assessments of the two competing bids against the criteria set out in the Gambling Regulation Act. The assessments, by the Department and the Victorian Commission for Gambling Regulation (VCGR), examined criteria including technical, financial and commercial capability, pricing, probity and willingness to comply with the proposed monitoring licence agreement. ‘I would like to thank both IGS and Maxgaming Vic Pty Ltd (Tatts) for their participation in this process,’ said Mr O’Brien. ‘I have accepted the Secretary’s recommendation that, based on the assessments, it is in the public interest that IGS’s application for the monitoring licence be granted,’ Mr O’Brien said. ‘The Secretary’s report was clear that IGS was the preferred bid. IGS’s bid offered a fair and competitive pricing model and agreed to comply with the terms and conditions of the monitoring licence and related agreement.’ Intralot is a leading supplier of monitoring services to licensed gaming organisations worldwide and has proven, modern technology.
The VCGR will continue to ensure high standards of probity, transparency, and accountability. MINISTER O’BRIEN transactions. The VCGR will continue to monitor the overall integrity of gaming in Victoria. ‘With the final gaming industry licence awarded, the Coalition Government will now work closely with the industry on a comprehensive information and engagement program to help clubs and pubs prepare for the new arrangements and ensure a smooth transition. ‘The VCGR will continue to ensure high standards of probity, transparency, and accountability.’
‘Intralot currently provides monitoring services in New Zealand, Italy and several other countries. The group’s experience in this field will strengthen the monitoring of electronic gaming machines in Victoria,’ Mr O’Brien said.
The Gambling Licences Review project is subject to strict probity requirements, with an independent Probity Auditor and the Independent Review Panel (IRP) ensuring transparency of the licensing process.
‘IGS will provide an electronic monitoring system to all gaming machines in Victoria (outside of Crown Casino). The system will monitor the integrity of all gaming machine
The IRP’s report found no impediment to the Minister proceeding to make the decision. The report will be shortly tabled in Parliament. C&PM CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 3
SERviCE fRoM PiNt to cellar
BS, with over 15 years of experience in beer systems, offers a complete range of services including installations, upgrades, breakdown repairs, scheduled servicing and cellar training. They carry a wide range of equipment and spare parts, including their own Premier beerline chemical, which is a two-part with a trace dye added for easy use and glass wash detergent. Another popular product is their ‘Execute’ insect spray for the control of bar flies. Specialising in gas systems, PBS have produced an Australian
X 4 • CLUBS AND PUBS MANAGER MANAGER summer SUMMER 2O11–2012 2O11-2O12
manufactured gas alarm and AS5034-2005 compliant gas regulator boards using Harris gas equipment. Upgrading venues to meet current industry standards has become a large section of their business. New to their range of products is the ‘Bevcon’ bulk spirit and monitoring system, which delivers portioned nips of spirits via a hand gun or tower and records dispensing on your point of sale system. Beer dispensing can also be monitored as part of this package. Further services include bar design and manufacture, racking system, glass washers, ice makers, cool rooms and refrigerated cabinets. C&PM
If you are upgrading or require advice on your current system, contact PBS for an obligation-free quote or product listing. Office 03 9555 0832 Mobile 0411 556 697 Email: email@example.com
whEN EXPERiENCE CoUNtS!
or over 20 years, Crew Products has been a market leader in manufacturing flag and banner poles. They have extended their manufacturing expertise to producing an extensive range of shade structures, awnings, café blinds and canopies. Offering obligation-free quotes, they are more than happy to meet you on site to discuss your sun control needs or protection from the wind and rain. Special projects such as ‘Secret Garden Bar’ in St Kilda had Crew design and produce a range of motorised track blinds, which were printed on both sides of a PVC screen, creating the image of a garden inside the venue and a high stone wall outside. Operated by remote control, the blinds can be raised to any point during the day and then locked down at night. Also new to the product range are large waterproof umbrellas. Designed as permanent structures they can cover areas up to four by four metres and be fitted with clear side curtains. Experienced in projects from flagpoles for the Westgate Bridge through to sails for a beer garden, Crew has the range and knowledge to help you.
Phone to disCuss your ProjeCts Office: 03 9555 0944
CLUBS AND AND PUBS PUBS MANAGER MANAGER SUMMER summer 2O11-2O12 2O11–2012 •• 5X CLUBS
now just a tap on an app away Australian Marine Conservation Society
Australians love seafood and can now shop for ‘ocean friendly’ fish and seafood with a new iPhone app allowing quick and easy decisions about which seafood to buy to ensure their next meal is sustainable, not an endangered feast.
he Sustainable Seafood Guide is the first Australian phone app to give consumers on-thespot information about the sustainability of seafood. The app is a fully mobile version of the Australian Marine Conservation Society’s (AMCS) printed and online consumer guide, covering over 100 kinds of seafood. Celebrity chef and sustainable seafood advocate Guy Grossi is helping to spread the word about sustainable seafood choices by promoting the new app. ‘The ocean is not an endless resource, so if you’re going to have a seafood feast, make it a sustainable feast,’ Mr Grossi said.
If our stocks of fish and other seafood are to survive, we all have a part to play. AMCS Marine Campaigns Officer Tooni Mahto
‘We developed the iPhone app because AMCS wanted to make it easy for people to make informed choices. If our stocks of fish and other seafood are to survive, we all have a part to play,’ said AMCS Marine Campaigns Officer Tooni Mahto. Australia’s Sustainable Seafood Guide also allows shoppers to work out if their favourite fish or seafood is Better Choice (Green List), Think Twice (Amber List) or Say No (Red List). ‘The Green, Amber and Red list categories have been assigned depending on the way the fish is caught and whether its numbers are dwindling,’ said Miss Mahto.
Australia’s Sustainable Seafood Guide has found species such as swordfish, orange roughy and shark - which often ends up sold as ‘flake’ with chips - are off the menu. Consumers should instead choose plentiful, sustainable options such as whiting and calamari.
‘We know that most people want to do the right thing but are simply unaware or lack information about problems with some fishing methods which can trap turtles, sea lions and sharks as bycatch.’ C&PM
The United Nations has found that 85 per cent of fish stocks around the world are either overfished or fished right up to their limit. Some of the most popular eating fish in Australia are now classified as over fished, including blue warehou, eastern gemfish, and bigeye tuna.
Those who don’t have an iPhone can consult the online Sustainable Seafood Guide at www.sustainableseafood.org.au. The detailed hard copy Sustainable Seafood Guide is also available for $9.95 from AMCS by calling 1800 066 299.
6 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
Dates with Destiny By Ross Ferrar, CEO, Gaming Technologies Association
Much has been said about the important new gaming industry arrangements that will operate from 16 August 2012, when all gaming machines in Victorian venues outside of the Melbourne Casino must be connected to a new monitoring system. But two other dates are probably equally important.
he first is the date when the federal government will ‘support Commonwealth legislation through the Parliament by Budget 2012’ to implement a ‘full pre-commitment scheme’ on poker machines in Australia between 2012 and 2014. The federal government agreed to this in September 2010. A ‘full pre-commitment scheme’ on poker machines requires the game software to be changed to enable messages, interruptions and whatever else is required (we don’t know the details of this until a draft Bill is released). This in turn requires redesigning software and going through a more complex process of testing and regulatory approval than is required for new software. An estimated 25,000 different games are currently operating on poker machines in Australia and the current rate of regulatory approvals is less than 2000 annually. So it’s difficult to see how a full pre-commitment scheme can possibly be implemented on poker machines in Australia by 2014, even if machine owners were to find it acceptable. The second important date is December 2015, when the Victorian Government requires the implementation of voluntary pre-commitment on all machines in clubs, pubs and the casino. This is voluntary for the player to use and to set expenditure and time limits, but requires that the player can access information about their play statewide. The Minister for Gaming has publicly stated that Victoria is opposed to mandatory pre-commitment, but as we understand it, a focus is to agree compatibility with any Commonwealth requirements. Sounds complicated, doesn’t it? It’s very likely that the new monitoring system will impose new requirements; it’s very clear that a Commonwealth full pre-commitment scheme will impose massive new requirements, and it’s very likely that Victoria’s voluntary pre-commitment will impose
8 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
new requirements on game software and probably on poker machine hardware. If a machine is three years old or younger, its hardware capacity will support the required software change (the current cost of which averages $5000). Where a machine is between three and five years old, hardware upgrades will be required to support the required software change (increasing the cost to $9000 per machine). If a machine is older than five years, it will need to be replaced, because software support is no longer available for these machines. The current cost of a new machine averages $25,000. The most important aspect of such a broad set of changes will be to manage the machine inventory so that resources are not duplicated or otherwise wasted. The ideal process would involve all new games and machines from a particular date being required to incorporate unambiguous, proven requirements implemented as part of routine inventory maintenance and management. The Gaming Technologies Association’s Board members are Ainsworth, Aristocrat, Aruze, Bally, IGT, Konami, ShuffleMaster and WMS Gaming. These are the people who are responsible for the design, development, testing and submission of all games and machines for approval in Australia and elsewhere. The huge amount of work required to achieve the new requirements rests solely with them. Venues rely heavily on the reliable performance and operational integrity of poker machines for their day-to-day hospitality offering. It’s difficult to figure out how we have arrived at a situation where massive change is required, but the process and timeframe of accomplishing that change is complex, to put it mildly. C&PM
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Gaming machine entitlements
This is an edited extract from the complete document of the same name, which is available from the Victorian Commission for Gambling Regulation (VCGR) at www.vcgr.vic.gov.au
hanges to Victoria’s gaming industry will take effect in 2012, and preparation is required by venue operators for the operation of gaming machines from 16 August 2012. These activities may happen in parallel with the current arrangements that venue operators may have with Tabcorp or Tatts Group. Holders of gaming machine entitlements have been permitted to commence preparatory action from 1 January 2011. Section 3.4A.9(6) of the Gambling Regulation Act 2003 (the Act) defines ‘preparatory action’ as: (a) acquiring approved gaming machines and restricted components; (ab) installing, or causing to be installed, approved gaming machines in a gaming machine area; and (b) doing all things necessarily incidental to carrying on an activity authorised by paragraph (a) or (ab). Entitlement holders should seek independent professional advice and consult with the Victorian Commission for Gambling Regulation (VCGR) to ensure their actions prior to and post 16 August 2012 comply with the requirements.
Acquisition of gaming machines From 1 January 2011 venue operators who hold gaming machine entitlements may acquire approved gaming machines for operation after 16 August 2012. Information regarding the monitoring system is now available. Venue operators may possess more machines than entitlements held but only one machine per entitlement may be operated at the commencement of the new arrangements. For example, a venue operator may possess 50 machines even though it holds only 45 entitlements. Additional gaming machines must be stored in accordance with the Act (section 3.5.15) and the VCGR’s storage requirements. Venue operators may only acquire gaming machines that have been approved by the VCGR for use in Victoria. Every gaming machine must have an identification number issued by the VCGR.
Each venue operator must ensure that the gaming machines and games in their venue are approved. This information should be confirmed with the VCGR and the supplier or manufacturer. Machines may be acquired from: • Manufacturers listed on the VCGR Roll of Manufacturers, Suppliers and Testers (refer to the VCGR website). (Manufacturers are required under the Act to make available standard price lists, including bulk discount rates (section 3.4.68A)); • The current gaming operators (Tatts Group and Tabcorp) – note that any contracts entered into with the current gaming operators to acquire gaming machines, that will continue to be operated in a venue, can only take effect from 16 August 2012. Venue operators seeking gaming machines may use the services of an agent or broker to assist them in acquiring machines from a manufacturer, supplier or gaming operator. However, venue operators cannot acquire machines from anyone other than a listed manufacturer or a current gaming operator.
Pre-commitment Interim regulations have been made that require certain new gaming machines to have a pre-commitment mechanism. The interim regulations require any new gaming machine type approved by the VCGR on or after 1 December 2010 to have a pre-commitment mechanism. A limited exception applies to a new gaming machine type that only involves changes to the machine’s communication protocol. Existing gaming machines operating in venues are not required to have a pre-commitment mechanism. New gaming machines of a type approved by the VCGR before 1 December 2010 are also not required to have a pre-commitment mechanism. New gaming machines of a type approved by the VCGR on or after 1 December 2010, which are the same as a type approved before 1 December 2010, except for the machine’s communication protocol, are also not required to have a pre-commitment mechanism. ... continued on page 12
10 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
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When acquiring gaming machines, venue operators should enquire whether the gaming machines that they intend to acquire are required to have a pre-commitment mechanism in order to operate in Victoria.
Storage and installation of machines Gaming machines acquired by entitlement holders may not be operated before 16 August 2012. Configuration and testing of machines prior to that date is permitted. Gaming machines not installed in a venue must be stored and secured in a manner approved by the VCGR. Venue operators will need to consider, for example, the installation of security cameras and restricted access to the area set aside for the storage of gaming machines. The VCGR can advise whether proposed security measures are considered acceptable. Sensitive areas of gaming equipment must be protected and there are provisions in the Act (section 3.5.11) that specify that a person must not remove, replace, affix to, alter or otherwise interfere with gaming equipment. Some examples of these prohibited actions are: A person must not: • remove or interfere with any security device of gaming equipment • interfere with the normal operation of the mechanical meters of a gaming machine • remove or interfere with any mark or seal affixed to gaming equipment to preserve the integrity of operation of the gaming equipment. Penalties apply for actions that contravene this section of the Act. Further information regarding the requirements for the installation of gaming machines will be made available prior to 16 August 2012.
Repair and maintenance of machines Under the Act, only a licensed gaming industry employee may service, repair and maintain a gaming machine.
Connection to the monitoring system
venues with the hardware, software and equipment needed to link to the monitoring system and will be responsible for the operation of the monitoring system. Venue operators will be charged a monitoring fee by the Monitor. In order for its gaming machines to be connected to the monitoring system on commencement of the new industry arrangements, a venue operator must notify the VCGR and Monitor of its requirements no later than 18 May 2012. These requirements include the quantity and location of gaming machines requiring connection within a venue, the manufacturer of each machine, the type and identification number of each machine and the software operating on each machine. If the VCGR and Monitor are not notified by 18 May 2012, the venue operator may not be provided with connection of its gaming machines on 16 August 2012. The monitoring service fee and the configuration of the monitoring system will be known after the Monitor is appointed.
Venue operators may only operate gaming machines after 16 August 2012, once the machines are connected to the monitoring system.
Third-party service providers
The monitoring system will be operated by the independent monitoring licensee (the ‘Monitor’). The Monitor will provide
Third-party service providers cannot operate gaming machines, however, venue operators are permitted to
12 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
engage venue service providers to provide advice or services in relation to gaming machines and the operation of gaming venues. The VCGR does not recommend any particular service provider. Venue operators will need to consider that, in some circumstances, the venue service provider may become an associate of the venue operator and may therefore require VCGR approval. The Act prohibits a person listed on the roll, or an associate of a person listed on the roll, from also being an associate of a venue operator. Venue operators will need to determine their own need for third-party venue services and negotiate acceptable terms for the provision of those services. Venue operators will not be permitted to procure services where the payment terms are calculated by reference to gaming machine revenue. It remains the venue operator’s responsibility to ensure that the conduct of the service providers and the outcome of their actions are compliant with regulatory requirements.
Next steps It is very important that venue operators commence their transition activities and planning now. Venue operators should make themselves aware of the scope of activity and costs associated with acquiring, installing, operating and maintaining gaming machines under the post-2012 gaming machine arrangements and ensure that their venues remain compliant with Victorian gambling legislation. Many of these activities and associated costs are not required under the current arrangements or are currently the responsibility of the gaming operators. The impact of these costs and responsibilities on venue operators should be understood before gaming machines are acquired.
321277A RHS_AMTEK | 1750.indd 1
The VCGR is committed to supporting the transition of venue operators to the new arrangements through a number of stakeholder and industry support activities. These activities include: • a program of statewide regulatory compliance and training sessions, which incorporate transition workshops that commenced in November 2011; • a checklist of activities that venue operators will need to undertake between now and August 2012 to assist with the understanding and context of the overall transition program; • the development of detailed fact sheets for release throughout 2011 and 2012; • the creation of an email subscription database of venue operators to provide real-time updated transition information. This database is being created through an online survey on the VCGR website; and • the creation of an ongoing questions and answers page on the VCGR website. The VCGR is keen to work with venue operators and industry to support a smooth transition. Should you have a specific concern or complaint, these can be directed to the Compliance and Investigation hotline: (03) 9651 3737, and the matter will be dealt with on a case by case basis. C&PM For general transition enquiries or assistance, the VCGR has set up a dedicated email address firstname.lastname@example.org. Responses and/or assistance will be provided by the VCGR as quickly as possible.
28/10/11 10:23 AM
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 13
The show goes on at the Australasian Gaming Expo Since 1990 the Australasian Gaming Expo has been the biggest gaming equipment exhibition in the Asia-Pacific region. In August each year, the Sydney Convention and Exhibition Centre at Darling Harbour is the venue for 170 or more exhibitors to showcase their products and services – including more than 700 of the latest in poker machines and games.
he exhibition is about the size of an Australian Rules football oval (15,000 square metres) and includes a wide range of hospitality equipment suppliers in addition to poker machines and related gaming equipment. Suppliers of audio-visual equipment, building services, cash handling, entertainment systems, food and beverage, information and communications technology, furniture, interior design, point of sale systems, security systems, signage and staff uniforms all present their best products and services for hospitality executives.
Newly-available products (and some that are not yet available) are always on show at the Gaming Expo, particularly the latest in poker machines and games. The poker machine suppliers show off their most spectacular, their most innovative, and their most differentiated games in the knowledge that all the visitors will automatically compare them with their competitors. New games and machines from international jurisdictions are often on show and give a genuine insight into what’s happening around the world.
Visitor attendance is always strong from all Australian states and from New Zealand, South-East Asia, the Americas and Europe. Visitors to the 2011 Australasian Gaming Expo indicated that new products is a key strategic differentiator for the industry moving forward and that the event and its exhibitors had more than delivered. Ninety-eight per cent of surveyed visitors indicated high levels of satisfaction with the event, 93 per cent went to the Expo to see new products and technology; and 99 per cent saw what they had wanted to see.
The innovation doesn’t stop with poker machines. The best stand at the 2011 Australasian Gaming Expo was awarded to Tai Ping Carpets, which recently supplied high-quality carpet tiles to many of the casinos in Macau. The judges commented that Tai Ping carpet tiles are ideal for the Australian gaming environment. Exhibitors provide a positive environment on their stands to showcase their products in the best possible conditions, giving visitors the ideal perspective on how equipment will ... continued on page 16
14 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
ThREE EASy STEPS in developing a loyalty card membership program
hether your goal is to promote customer loyalty, win new customers, build a strong customer database, or create customer communication opportunities, here are three easy steps that will get you started:
1. Know who your target customers are and group them based on their similarities
example, get one beer for every five beers purchased or get 20 per cent discount off selected wines) or can be special treatment (for example, priority seating or access to reserved car parks for VIP customers). Think of rewards that have high perceived value but with low actual cost.
3. talK to the experts
Running a standard, fit for all, loyalty program is ineffective and may not give you the results you are after. It is essential to understand the customers’ different buying behaviours and preferences and group them into unique categories (for example, grouping customers in terms of the amount they spend, the frequency of their visits to your club, etc.).
Implementing your loyalty program ideas need not be a nightmare. ABnote’s expertise on card manufacturing, personalisation and fulfilment of loyalty and gift card products combined with Datacard’s high quality desktop card printers will turn your loyalty program ideas into reality.
2. decide what rewards to offer
Once you have a clear idea on the different customer groups you are targeting, you are ready to decide what rewards to offer. Rewards can be monetary-based (for
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Don’t let the new gaming laws put you at a disadvantage. Hold on to your precious customers. Create a loyalty programme through personalised membership cards. Effective customer loyalty and membership card programs: • • •
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Ninety-eight per cent of surveyed visitors indicated high levels of satisfaction.
look and operate in their venues – and comparisons under one exhibition roof provide a convenient way for executives to evaluate equipment and make purchase decisions direct with suppliers. 2012 will mark the 23rd Gaming Expo, with a fresh new approach based on feedback from visitors and exhibitors. In a departure from tradition, the 2012 Gaming Expo will, for the first time, be held mid-week. 21-23 August 2012 will see the 23rd Australasian Gaming Expo fall on a Tuesday, Wednesday and Thursday, with a new brand to match the new days. With so many exhibitors spread across such a large area, for 2012 the organisers have extended the hours to 10am until 5pm on each of the three exhibition days so that visitors have the opportunity to review products side-byside, consider their needs and make decisions at the event without rushing. Organisers have also gone to great lengths to ensure that visitors can easily find their way around the exhibition floor. Every visitor is provided with a ‘Show Map’ as they enter, with lists of exhibitors and large-scale maps also available at various locations in the exhibition. Limited seating areas are available, including a café operated by the exhibition venue. Long-term visitors always talk about their ‘Survival Strategy’, which means wearing good walking shoes, getting there early on the first day, working out which stands you want to spend more time on during the next two days and making sure that you see all the stands. The Grand Final of the Hotclub Barista Challenge for clubs and pubs was held at the Gaming Expo for the first time at the 2011 Australasian Gaming Expo and plans are already underway to increase the scope of the Barista
16 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
Challenge for 2012. Major exhibitors often invite celebrity guests, including leading sports personalities, which always provides an entertaining aside to the main business underway at the exhibition. On each day of the Expo, a prize is awarded to a visitor whose name is randomly drawn from all those who’ve attended that day. In 2011 two visitors from New South Wales and one from Victoria each won a trip for two to Las Vegas, including air travel and five nights’ accommodation in Las Vegas. This proved to be very popular with visitors waiting for the announcement each day and has become a permanent feature of the Australasian Gaming Expo. On the conference side, the AGE Conference is operated by Hospitality Management Development Australia and in 2011 featured a panel of industry figures moderated by renowned journalist Barrie Cassidy, along with Nigel Morrison (CEO SKYCITY Entertainment Group) and a thought-provoking presentation from respected demographer Bernard Salt. C&PM
The Australasian Gaming Expo is a trade-only event and entry is complimentary to gaming industry executives. However, trade suppliers are not eligible to attend the event unless exhibiting. This means that all visitors are required to register to attend. Registration is easy to complete online at www.austgamingexpo.com
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OH & S
Saferglass for patrons and staff
As all licensees know, the beer glass is a vital, if fragile, piece of equipment in the operation of most clubs and pubs. Unfortunately, supplies of glasses usually require replacing fairly often due to patrons and staff accidentally breaking them, or cracks and chips occurring through daily use such as cleaning, stacking and serving.
side from the cost and nuisance of replacing broken glassware, it has the potential to cause serious injuries to patrons and staff.
But accidental injury is unfortunately not the only hazard of the beer glass. In the United Kingdom, the British Design Council and the British Home Office have addressed the dangers posed by broken glass associated with alcoholrelated violence. The ‘Design Out Crime’ project employed design agency Design Bridge to come up with a possible solution to prevent beer glass injuries. Apparently no figures exist for the incidence of ‘glassing’ in Australia, but in Britain there are an estimated 87,000 incidents every year involving assaults with broken beer glasses. Apart from the horrific facial injuries and emotional trauma suffered by victims, the cost of hospital services alone associated with these assaults in Britain is around 2.7 billion pounds (AUD$4.2 billion) each year. As a solution to the problem, the British police proposed replacing glass with plastic – but some politicians with an ideological aversion to ‘the nanny state’ spoke out against the loss of the iconic pint glass. Two solutions were proposed by Design Bridge: the Glass Plus, and the Twin Wall. The first product has a thin internal coating of bio-resin that strengthens and binds the glass together, ensuring that if the glass is broken, the shards remain connected. The second uses two thin layers of glass bonded together like a car windshield, making the glass extremely difficult to break. Through testing, the company quickly realised that the traditional pint glasses are made from toughened glass that almost explodes when it breaks. The new glass designs will crack but not shatter, allowing pub drinkers to retain the feel of their pint glasses, but with significantly less risk of the glasses being turned into weapons. Design Bridge 3D Creative Director, Matt Cotterill, said, ‘The drinking experience is something that is ingrained in all of us. We didn’t want to be taking away from the current norm. We wanted to actually build on that drinking experience.’
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OH & S
Helen Hughes, Design Bridge’s Sustainability Strategist, said the company wanted the final product to assist venue operators as well. ‘How can we be helping the very busy licensee on a Saturday night to serve more pints more efficiently to the consumer? We engaged with the brands, the brewers, and key trade bodies to be able to ensure that as we were designing, we were sense-checking with them.’ Commenting on the outcomes of the Glass Plus design, Design Bridge said that the bio-resin coating means that glasses may be stacked together without the glass surfaces ever coming into contact – a big plus for pub staff, which could potentially reduce beer glass damage and replacement frequency.
The new glass designs will crack but not shatter, allowing pub drinkers to retain the feel of their pint glasses, but with significantly less risk of the glasses being turned into weapons.
These two new prototypes represent the first major advance in pub glassware since the 1960s, and will be further tested in both laboratories and pubs in the United Kingdom. As part of the Design Out Crime program, the Design Council has had talks with major pub chains about trialling the Glass Plus glasses, which it is hoped will be ready in 2012. The Twin Wall designs will be further refined in consultation with manufacturers to investigate possible large-scale production processes. The company will soon begin focusing on bringing the product to Australia, introducing two further products, a 425-millilitre capacity glass and a 285-millilitre capacity glass alongside the 570-millilitre pint glass. C&PM
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 19
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EDUCATION AND TRAINING
Better skills, better service By Service Skills Australia
Employee skills and knowledge are critical to an enjoyable and safe environment in licensed venues, and the training that employees receive is crucial to the development of skills in this area.
egislative bodies and industry have identified the basic skills required to operate successful licensed venues as Responsible Service of Alcohol training, Responsible Gambling Services and highlevel customer service skills. Service Skills Australia, in consultation with industry and government, have developed units within the Tourism, Hospitality and Events Training package to equip employees with the skills they need to make licensed venues a great place to be. Responsible Service of Alcohol training is compulsory for all licensees and staff selling, offering or serving liquor in Victoria. Employees are required to keep their skills current by completing a refresher course every three years. With most licensed premises now offering gaming services, it is also compulsory for employees to complete, and keep upto-date, responsible gaming skills. Service Skills Australia captures industryâ€™s description of what skills and knowledge are required to do the job within legal boundaries by gathering critical advice from
22 â€˘ CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
key industry advisors, government, industry associations, unions and employers to provide advice on the training, attraction and retention of staff in the workforce. Through this process they provide a common understanding of industry needs, and build it into training packages that are delivered by Registered Training Organisations. The units are subject to a continuous improvement process that takes into account any legislative changes or changes in industry needs and are updated to reflect these. This ensures a consistent level of compliance and responsibility across the industry and takes into account differences in legislation between states and territories. The units SITHFAB009A Provide Responsible Service of Alcohol and SITGAM006a Provide Responsible Gaming Services are part of the Tourism Hospitality and Events Training Package that provides content to the curriculum for Responsible Service of Alcohol and Responsible Gambling Service provided by Registered Training Organisations.
EDUCATION AND TRAINING
Responsible Service of Alcohol training is compulsory for all licensees and staff selling, offering or serving liquor in Victoria. A harm minimisation approach is central to both unitsâ€™ skill sets and all trainees must obtain knowledge of harm minimisation principles. These principles include the skill to diplomatically and courteously encourage patrons to drink and gamble within appropriate limits and the ability to supply adequate information about gambling odds and alcohol content and effects. Solid literacy and numeracy skills are vital for workers in licensed venues and all staff need to be assessed for these as part of Responsible Service of Alcohol and Responsible Gambling training. Literacy skills are essential for employees to be able to read and interpret legislation, signage, client identification documents and in-house policies and procedures. Numeracy skills are needed for employees to be able to perform skills such as calculating standard alcohol measures, blood alcohol readings and probability concepts in responsible gambling situations. Employees must also attain skills in identifying indicators of alcohol abuse and problem gambling situations and ways to assess them. Indicators of problem gambling situations are not always overt and often rely on the patron indicating that there is a problem and requesting assistance. Employees need to be trained to be alert to such situations and have up-to-date knowledge to offer referrals to counselling services and act within house policies and legislative guidelines. Alcohol abuse may be easier to identify than problem gambling, but employees need specialised skills to assess the situation in terms of individual responses to alcohol according to factors such as gender, weight, health, rate of
consumption and other substances consumed. Employees must also be aware of the effects alcohol can have on the physical and emotional health of patrons, including levels of alertness, and be able to communicate this knowledge and apply it in the venue. Communication and conflict management skills are basic requirements for hospitality employees who need to be able to negotiate with intoxicated patrons or problem gamblers. Skills required include the ability to recognise early warning signs to diffuse a situation before it gets out of hand, use open and non-aggressive body language in a conflict situation, the ability to state legal requirements to patrons in a conflict situation, use of calming techniques and tactful language, monitoring the reactions of other patrons and being able to diffuse a situation. Knowledge of public interest reasons behind the implementation of Responsible Service of Alcohol and Responsible Gambling legislation is as important as
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 â€˘ 23
EDUCATION AND TRAINING
knowledge of the legislation itself. Employees must know about government and community concerns and the economic and social costs of gambling and alcohol abuse and of community education programs targeting the behaviours in order to be able to communicate rationally with patrons about decisions made in venues. Beyond the prescribed legislative requirements for staff in licensed venues, industry consultation undertaken by Service Skills Australia as part of the annual environmental scan of the services industry identified quality customer service skills as fundamental to the continued business success of licensed venues. The Tourism, Hospitality and Events Training package includes the unit Provide Quality Customer Service to meet these needs. The unit assesses an employeeâ€™s ability to determine and address customer preferences, establish rapport, deal with complaints and difficult situations and address diverse customer needs and expectations. It includes instruction on attaining product knowledge and assesses skills such as active listening techniques, questioning, observation, recognition of non-verbal signs and recognition of different customer characteristics. The unit also covers selling techniques including serving, helping, advising, building customer rapport and interest. The training package also contains specific units on managing quality customer service, telephone communications and dealing with conflict situations.
24 â€˘ CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
Solid literacy and numeracy skills are vital for workers in licensed venues and all staff need to be assessed for these as part of Responsible Service of Alcohol and Responsible Gambling training. Responsible Service of Alcohol, Responsible Gambling and quality customer service skills form a foundation of basic skills required by staff to operate a safe, pleasant and profitable licensed venue. There are a range of skills that can be added to build a career in the hospitality industry and ensure that staff enjoy their jobs and are encouraged to build a career in the service industries. C&PM
We have both extensive knowledge of the compliance requirements of government gaming regulation and signiﬁcant expertise in the use of Responsible Service of Gaming (RSG) policy, training and strategy for customer service improvement in venues.
Dear Club and Pub Operator, Important Information for your business Operating a hospitality business is complex and time-demanding and it is often difﬁcult to ensure that venue Boards, Committees and Management are across all of the regulatory requirements imposed by governments. Leigh Barrett and Associates Pty Ltd was formed to respond to the need for licensed liquor and gaming venues to manage the complex regulatory compliance obligations that they face on a daily basis, providing a ‘one stop shop’ solution, designed to give licensed venue managers peace of mind, knowing that their business complies with all of its regulatory obligations and allowing them to concentrate on the operation of the business. Our goal is to remove your regulatory headache and free you up to do what you do best. We strive to be recognised as one of Australia’s foremost experts in responsible gambling strategy in practice.
Our strengths and approach to responsible gambling/customer care are based on over 15 years’ experience as a counsellor for problem gamblers, a senior advisor to government on gambling policy, and the Manager of Responsible Gaming for Tabcorp. Due to this balanced and impartial approach, we have earned the respect of and developed strong linkages with government policy makers and regulators, gambling help service providers and industry leaders nationally. Leigh Barrett and Associates Pty Ltd has extended our expertise and assembled a team of specialists to also respond to the increasingly stringent liquor licensing, safe food compliance, workplace health and safety and AML/CTF requirements to provide a comprehensive end-to-end package of services for licensed clubs and hotels. For further information on the services provided by Leigh Barrett and Associates Pty Ltd or to arrange a no-obligation proposal, please email or call us. Yours sincerely,
Leigh Barrett Director and Principal Consultant
(03) 9404 1642 firstname.lastname@example.org
Expert Advice in Regulatory Compliance Policy and Procedure
EDUCATION AND TRAINING
shows hospitality’s heart
Minister for Youth Affairs Ryan Smith and Minister for Employment and Industrial Relations Richard Dalla-Riva announced funding of $40,000 over 12 months for SKYS (St Kilda Youth Service) to support implementation of the HEAT (Hospitality Employment and Training) program for young people.
r Smith said the additional funding would give SKYS the opportunity to expand HEAT to offer commercial catering training to employ more young people and generate revenue that will support its ongoing viability. SKYS’s second social enterprise is currently taking bookings for the Christmas Party season. The announcement was made as Mr Dalla-Riva and Mr Smith launched a special gala event designed to raise more than $100,000 to help the SKYS place disadvantaged young people into sustainable employment. Mr Dalla-Riva said the special gala dinner at Encore at St Kilda Beach on Friday 21 October was prepared by great Melbourne and internationally renowned chefs; HEAT Patron Guy Grossi, Luke Mangan, Andrew Blake, Karen Martini, Matt Dawson and Arnold Greiner. Master of Ceremonies, Jeff Stilson, of Saturday Night Live (United States) fame, entertained diners whilst highlighting the talents of the chefs on stage and involving the young people of SKYS who volunteered on the night. A six-course degustation menu was on offer, with all proceeds being donated to give disadvantaged youth an opportunity to reach their full potential through education, training and employment ‘The HEAT program, first established in 2005, offers a mix
26 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
EDUCATION AND TRAINING
William Angliss Institute Compliance and TAB Training With increasingly regulated gaming and hospitality sectors, it is vital to protect your business with up-to-date staff training. As an individual looking for work or wanting to increase your skills, compliance training will assist you to secure a job or multi-skill you in the industry. William Angliss Institute works in partnership with the Australian Hotels and Hospitality Association and Clubs Victoria to provide training to people employed or seeking employment in the licensed hospitality industry. Industry based training includes:
of training, work experience and accredited hospitality industry qualifications to young unemployed or vulnerable people in Melbourne, particularly those residing in the City of Port Philip,’ Mr Dalla-Riva said. ‘More than 250 young people have participated in HEAT and have gained a wealth of experience in the hospitality industry.’ Mr Smith said the program was for young unemployed people aged between 15 and 24 years who were not in education or training. ‘The program has the admirable role of assisting young people from disadvantaged backgrounds to reach their full potential by providing real employment, training and support in the hospitality industry,’ Mr Smith said.
• Liquor Courses (Responsible Service of Alcohol and Licensees’ First Step) • Gaming Training (Responsible Service of Gaming and RSG Refresher) • Food Hygiene and Food Supervisor Training • Food Allergens • Interstate Compliance Programs • Online Training Programs • Pre-employment Programs • TAB Wagering Training (TAB Operators Course and TAB Manager’s Program) Visit www.angliss.edu.au or shortcourses.angliss.edu.au or call 1300 ANGLISS (1300 264 547) for more information.
Mr Dalla-Riva said the SKYS group had recently received a $120,000 grant from the Coalition Government to place 15 young people into employment in the hospitality industry, including apprenticeships in cooking and traineeships in front-of-house. ‘The Victorian Coalition Government is proud to support this innovative and practical program that assists young people to develop self-esteem through practical training enabling them to gain accredited hospitality qualifications, preparing them for work in the industry,’ Mr Dalla-Riva said. Clients of the SKYS group may be young offenders, homeless people or those subject to protective orders by the state; others may be disengaged from mainstream education institutions or people who suffer from drug and alcohol abuse. C&PM
SKYS deliver the HEAT program in partnership with the City of Port Phillip, Victoria Police, Inner Eastern Local Learning and Employment Network, William Angliss Institute of TAFE and Republica Restaurant.
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 27
EDUCATION AND TRAINING
The sky is the limit!
Short courses in industry and lifestyle By Steven Bradie-Miles Manager Compliance, William Angliss Institute
The licensed hospitality industry continues to face many challenges, ranging from the implementation of new legislative requirements and maintaining a safe environment for patrons, to striving for long-term security and profitability and employing and retaining great staff.
ompliance industry training can assist with these challenges, although there is a need to assess what type of training will benefit your business and identify who the appropriate people are that need the knowledge and skills to drive and enhance a successful hotel or club. One main difficulty in our industry is the legislative requirements may state that a particular person is required to complete a particular type of training. Whilst this person often holds a senior position, it is also important that frontline staff who will use any new procedures in day-to-day tasks are fully aware and compliant. Unfortunately, in some instances a sole person completes the training, but if they are not hands-on in the daily operations of the business, then there is a real danger of information not being filtered down. Without front-line staff implementing changes, the communication gap widens and can be detrimental to your hotel or club. Naturally, any form of training can assist in reducing risk, but it is the information that is taken from the training room and implemented immediately in your venue that is the key. Training provides an initial tool enabling you to question current practices, make changes and ensure positive outcomes continue away from the training experience. An effective way to strengthen your club is for management to attend association forums and seminars. Participating in specific targeted events allows managers to ‘pulse check’ and share information with other managers or committee members who may be experiencing similar issues.
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To assist in improving your venue, management should review staff training several times a year and with government funding and incentives available, now is the perfect opportunity to view all levels of training and the desired skills of your staff. To be successful in the tourism and hospitality industries, you need a balance of expert knowledge and hands-on experience. Industry and lifestyle short courses can provide you with the confidence and skills needed to be a leader in your chosen field. Management and staff can undertake short industry compliance courses right through to certificate and diploma levels. A secret in staff retention is through staff reward and recognition. If your venue has a staff member who shows potential, why not nurture and mould them into a successful industry leader by offering them training and a career path? There are some fantastic managers in our industry, some who can spot talent miles away and are able to see a creative self-starter with entrepreneurial flair and ambition to succeed. Business skills and knowledge are essential ingredients for every organisation. If you have an outstanding individual who you want to advance to a management level, training in business management can put your staff member a step ahead. In today’s economic climate, employers are looking for team members with the skills and knowledge to help their organisation to compete and grow – I would certainly suggest reviewing your staff to see who has the potential to enhance your business.
EDUCATION AND TRAINING
Careers in foods, hospitality and tourism are rarely nine-to-five jobs – no grey suits or boring paper shuffling. These are vocations for creative people, passionate about food, service, and experiences of all kinds. They are careers you can pursue pretty much anywhere in the world. If you identify a star employee, you should be doing all that you can to keep them passionate about their job and keep them as a part of your team. Long-term training, such as a traineeship, is a great way to formalise a staff member’s work qualifications. As a willing employer, your staff member can work and learn at the same time. With our institute, traineeships are undertaken in your workplace with institute trainers visiting on a regular basis. During these visits, training will be conducted, as well as assessments and one-onone evaluations of your staff member’s progress. Some of the training units that cannot be assessed in the venue will take place at William Angliss Institute. From my personal experience as a previous hotel manager, I understand that people in management roles can struggle to find a balance between working and focussing on their individual up-skilling. The Skills Recognition Unit (SRU) provides a process that provides current industry professionals who don’t have a formal qualification the opportunity to benchmark extensive skills and experience against the standards set out in hospitality, retail and business training packages. The process is a learning and assessment pathway including recognition of prior learning, skills auditing, gap analysis training and credit transfers. Through this process, management can gain a statement of attainment or a qualification formally acknowledging previous work experience.
Upgrading your skills could also involve gaining a qualification in management (possibly with a retail management or frontline management focus), franchising, branching out into coffee skills or undertaking a compliance course. Food Hygiene and Food Supervisor Training, Responsible Service of Gaming (and RSG Refresher), Responsible Service of Alcohol and TAB Wagering Training are just some of the courses on offer, as well as interstate compliance programs. Existing qualifications can often be given a boost with short course lifestyle programs. Many lifestyle short courses are open to the public, students and industry professionals alike, with programs such as Junior Chef and Chef at Home for budding culinary gourmands or Wild Australian Cuisine for the experienced cook looking for an edge of specialisation. Courses in cookery, baking, patisserie, wine and butchery can provide a sample to a career change or invigorate your business to provide something that is a point of difference. Whatever you choose to do, and whichever path your career is taking, a qualification exists to take you and your employees to the next level. The sky is the limit! C&PM
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 29
Meeting CCTV standards
By Andrew Del Biondo, Camvex
Never before has there been such importance placed on ensuring your CCTV system satisfies the requirements to comply with the regulations provided by the gaming and liquor licence authorities. What are the requirements for satisfying these regulations and how are they objectively measured?
he current legislated compliance requirements for Victorian gaming venues stipulate the following:
‘A venue operator must ensure that the operation of the gaming machine area and each gaming machine is subject to continual supervision. Supervision may be electronic or physical or a combination of both.’ However, as we know, the interpretation of this gaming regulation has evolved over the years as issues have arisen and technology has developed in gaming venues. In the early 2000s, Tabcorp and Tattersalls developed voluntary CCTV guidelines for their venues to consider when installing CCTV systems to satisfy compliance with the gaming regulations. These CCTV guidelines fundamentally related to areas that should be under surveillance, such as gaming machine rooms, cashier’s desk and entrances, with recommendations regarding minimum recording frame rates for cameras and recording duration. These recommendations were based upon issues in the venues at the time and the technology available. However, there has never been certainty as to what standard of CCTV system will pass a gaming commission inspection, nor an objective means of measuring compliance. Many a gaming venue has passed an inspection of their CCTV system when commissioning a new gaming room layout, but a year or two later can be advised otherwise after a spot inspection, although the gaming machine layout and CCTV coverage didn’t change. This comes back to the fact the guidelines are not specific enough, are too subjective and that compliance isn’t
30 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
objectively measured. This makes it difficult for venue operators to be confident that they are satisfying their compliance requirements. After Tabcorp and Tattersalls exit the gaming venue network in 2012 it is anticipated that the VCGR will review the CCTV regulations to ensure that minimum standards and objectives are more clearly outlined and are able to be objectively measured. The current legislated compliance requirements for Victorian licensed premises vary, but most with the conditions on their licence for CCTV typically states that when live or recorded amplified music other than background music is provided, ‘The licensee shall install and maintain a surveillance recording system able to clearly identify individuals, which shows time and date and provides continuous images of all entrances and exits, bars and entertainment/dance floor areas. The surveillance recording system must operate from 30 minutes before the start of the entertainment being provided, until 30 minutes after closure. A copy of the recorded images must be available upon request for immediate viewing or removal by the Victoria Police, or a person authorised in writing by the Director of Liquor Licensing, or otherwise retained for at
least one month. The position of the cameras will be to the satisfaction of the Licensing Inspector. ‘Signs, as described below, are to be displayed in all areas subject to camera surveillance. Such signs shall read: “For the safety and security of patrons and staff this area is under electronic surveillance.”’ Around 2004, an assessment was undertaken by the authorities to determine why the standard of vision from so many licensed premises was so poor. After consulting many organisations involved in the hotel
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CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 31
and security industries, a Regulatory Impact Statement (RIS) was released in May 2008 for proposed Liquor Control reform (Amendment) Regulations 2008, to prescribe standards for security cameras in high-risk licensed premises in Victoria. This May 2008 document went into great detail about how 70 per cent of the CCTV systems installed into licensed premises, as a condition of their liquor licence, were sub-standard and it detailed the importance of improving the systems. It nominated some options on how to improve the standards and nominated minimum frame rates and what it thought would be the costs for a licensed premises to achieve satisfactory standards. The notion of identifying individuals at bars and entertainment dance floor areas is not viable because of the vast area and poor lighting. The Australian Standards CCTV guidelines for identifying persons stipulate the following: For face identification, the entire target person should represent not less than 100 per cent of screen height. It is assumed that a person’s face (head) occupies around 15 per cent of a person’s height. All object sizes and images in the above measurements are assumed to be at optimum optical resolution, have good lighting conditions, be using the lowest compression setting for the system and be measured on a display device that shows 100 per cent of the camera image view. Subsequently, the cost analysis is too low and flawed. It would cost much more, as far more cameras would be required and even still, the lighting would not be good enough to identify persons. A further regulatory impact statement document was released in August 2009 with Chapter 14, ‘Objective of prescribed security camera standards and assessment of options’, acknowledging issues with the CCTV standards. After consultation with the industry, they have realised it isn’t viable to identify individuals at bars and entertainment dance floor areas and have suggested in Option 2 (proposed regulations) that it should be at recognition quality (see following extracts). Accordingly, it is proposed to vary the current standards so that: • Stored images exported from a video recorder placed at the entrance or exit of a licensed premises must, when exported as a still image, be of an adequate resolution and picture quality to enable subject identification.
32 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
• Stored images exported from a video recorder placed anywhere else on licensed premises (other than at the entrance or exit) must, when exported as a still image, be of an adequate resolution and picture quality to enable subject recognition. Subject identification and recognition are two of the terms routinely used to assess or describe the performance of CCTV systems. They sit at the upper end of the performance spectrum. At the lower end are ‘observe’ and ‘detect’. Option two is consistent with the policies and standards recently approved by New South Wales’ Director of Liquor and Gaming for ‘in venue CCTV’. As is indicated in the guidelines issued by the Director, an identification quality image ‘should be sufficient to enable the identity of an individual to be established.’ A ‘recognition quality’ image, in comparison, should enable viewers to ‘say with a high degree of certainty whether or not an individual shown is the same as someone they have seen before.’ Therefore, we have a situation whereby the liquor licence stipulates a condition for CCTV that cannot be met nor objectively measured. The reference to the reliance on the ‘in venue CCTV’ standards in New South Wales is a major concern because this standard was withdrawn in November 2010 following the realisation that, ‘there are some areas of technical uncertainty or ambiguity arising from the current drafting of the CCTV Standards…’ (see Casino Liquor & Gaming Control Authority determination in November 2009 for Crows Nest Hotel). The Victorian authorities need to consult with industry experts to ensure all interest groups are working together to maintain reasonable outcomes from CCTV systems in licensed premises. Fundamentally, licensees don’t have clear reasonable guidelines on what is reasonably required to comply and there isn’t an objective method of measuring compliance. If this situation isn’t addressed soon, far too much time and money will be wasted arguing these issues in the courts. C&PM
FOOD AND BEVERAGE
Out of the red thanks to the pink It is no secret to directors, managers and chefs alike that food and beverage offerings are fast becoming vital revenue streams for pubs and clubs, as well as being integral in the making of an establishment’s reputation and image. It has never been more important to distinguish a venue as an industry leader on the dining front. A change of season with a changing menu is a great opportunity to attract new patrons while satisfying locals and members by spicing up the menu with some new, innovative and seasonal dishes.
ustralian Pork Limited (APL), the nation’s representative body for the country’s pig farmers, was ahead of this rapidly increasing development in clubs and pubs when it initiated PorkStars, a program for aspiring and talented chefs to help them spearhead the business model built around food and beverage profitability.
celebrating the unsung heroes of the kitchen who work their culinary magic with all things porcine. With the type of admiration afforded to a rock star, the PorkStar initiative acknowledges chefs who diligently strive to exceed their clientele’s expectations with dynamic and delicious pork dishes.
Pork is the most widely consumed meat in the world and its versatility makes it the meat with which chefs most love working to deliver the widest range of dishes. In Australia the generous plate cost return of pork dishes on a menu has spawned the catchcry from embattled restaurants faced with rising costs ‘out of the red thanks to the pink’.
Each year a select number of these chefs are chosen by the PorkStar team to be part of the exclusive group and are featured in the PorkStar print campaign. Since its inception six years ago the PorkStar profile has skyrocketed. Chefs from all types of venues strive to join the likes of Ian Curley, Chong Liew, Adrian Richardson and international nose-to-tail proponents like Fergus Henderson to become PorkStars. The caché of everything PorkStar has made invitations to PorkStar events some of the industry’s most sought after.
Central to the ‘out of the red thanks to the pink’ philosophy was the development of the PorkStar program, which is a celebration of pork in its many applications and guises while
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FOOD AND BEVERAGE
Pork is the most widely consumed meat in the world and its versatility makes it the meat with which chefs most love working to deliver the widest range of dishes. And this popularity extends to paying customers. When venues create their own, specially themed PorkStar dinners that showcase pork for their customers, they are sell-outs. If a meat could be described as funky or charismatic, pork would be the one. Further extending its pink success, PorkStar has partnered with the Rosé Revolution that represents Australia’s leading wine companies that produce quality dry rosés. Pork and rosé, a match made in heaven… pig heaven. Recent dining trends have made it clear that pork is what the people want – it’s the protein du jour. This increased market share on menus is good news for food outlet operators and chefs because pork represents the best value for dollar with an assortment of cuts available across a range of price points. It is suited to almost any cuisine and style. Lean, flavourful and light, pork tenderloin is the ideal warm weather cut, especially for health-conscious clientele. Tenderloins can be sliced into medallions and served as the star of the plate or cut into strips and used in salads. Barbequed ribs and grilled juicy cutlets or racks are a perennial bistro winner. Capitalising on the wave of Latin American food sweeping the dining scene can also be an excellent way to decrease plate costs, as there is no better protein suited to this style of eating than pork. Slow cooked cheaper secondary cuts like pork shoulder and neck (scotch) offer a great way to keep costs down and profits up – and are the natural component of tacos, nachos or American-style pulled pork burgers. Of course the rise of the mercury heralds the arrival of the festive season – a time of the year when tradition takes the reigns. Crispy, crunchy, crackling atop roast pork in the carvery is an irresistible sight for diners out for a comforting Sunday lunch or dinner. And, of course, the holiday period wouldn’t be complete without a traditional Christmas ham. Derived from a Nordic custom that predates Christianity, the consumption of a ham around Yule time was originally
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Above: Fig Glazed Grilled Pork Loin Cutlet in reverence to Freyr, an ancient Norse god that was often depicted with his magical boar. Freyr was associated with fertility, and so the presentation of the boar’s head at the winter solstice feast was to encourage him to show favour to the coming harvest. A vital source of sustenance in that period, legs of ham would also adorn the tables and be shared. The ritual was integrated into Christian Christmas tradition with St Stephen, whose feast day is December 26, and who is known to have adopted the practice of proffering a pig’s head at the annual gathering. History aside, the Christmas ham remains central to much of Australia’s feasting. The first step to choosing a ham that will have diners coming back for more is to buy Australian. While all fresh pork is Australian by law, between 70 and 80 per cent of all ham, bacon and smallgoods on the market
pork represents the best value for dollar, with an assortment of cuts available across a range of price points. It is suited to almost any cuisine and style.
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Locally produced hams are fresher and pack in more flavour than those manufactured from pork that arrived frozen and was then processed. are made using foreign pig meat. Locally produced hams are fresher and pack in more flavour than those manufactured from pork that arrived frozen and was then processed. An all-Aussie ham comes with the quality and safety assurance that is born of this clean, green continent. We can be confident that local ham producers have adhered to Australian food safety and animal welfare regulations, for which Australia is regarded as a world leader.
Unfortunately, country of origin labelling can be misleading: ‘made in Australia’ can simply mean that the product was packaged here, but does not necessarily indicate that the meat is local. To make this choice easier APL has designed the pink, square PorkMark, which is a fail-safe guarantee that a product is made from 100 per cent Australian pork. By only purchasing Christmas hams, bacon or smallgoods for charcuterie share-plates that display the pink PorkMark, venues will be a cut above those that are willing to make a sacrifice on quality. Telling customers that the ham is Australian is an emotive selling point. APL’s research clearly showed consumers would buy Australian ham if they knew that it really was Australian. They see it as healthier and better quality and that they are doing their bit to support local Aussie pig farmers that battle more than $10 million worth of pig meat imports arriving on Australian shores every week, ultimately destined for the deli market. If ever there was a time to put pork on your fork… or certainly your customers’ forks… it is now. Pork sells! C&PM
Below: PorkStar Cravings and eight female chefs: Saskia Beer, Chui Lee Luk, Bethany Fin, Alex Herbert, Belinda Franks, Dominique Rizzo, Lauren Murdoch, Christine Manfield
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Ensuring there will always be
plenty of fish in the sea and on the plate Being girt by sea means that Australians love to eat seafood, which is reflected on the menus of bistros and restaurants all across the country. If Australia were to have a unified national cuisine, the fruits of the ocean would undoubtedly feature heavily in it. But ocean fare is not inexhaustible.
ertainly, federal health authorities and the Australian Heart Foundation recommend the consumption of two to three seafood meals per week. Unfortunately, this love of seafood here and around the world has meant that many edible species have been dangerously overfished. Sustainable seafood is a topic on many diners’ lips, which is why right-thinking food outlet operators and savvy chefs are stepping up to offer their patrons responsible menu choices, with the help of the Marine Stewardship Council (MSC). The MSC is an international, not-for profit, non-government organisation committed to safeguarding our precious ocean stocks by encouraging ethical eating. All MSC-certified wildcaught seafood has undergone a vigorous, independent verification process and is guaranteed to be a sustainable product. MSC-certified hoki, hake, Alaskan salmon, Coorong yellow eye mullet, Coorong mulloway, Coorong pipis, West Australian rock lobster and soon, Spencer Gulf prawns, are among the products available to inspire chefs to create some delicious dishes for summer. From fish and chips to fine dining, featuring MSCcertified seafood on the menu can also result in better returns. As diners are becoming more interested in the provenance of what is on their plates, distinguishing your
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venue as an industry leader in the movement to reduce the environmental impact of food production is both an ethically and economically sound opportunity. Declaring the proof-positive MSC-certified sustainable fish choices on a menu alerts dining patrons to the fact that they can make that choice themselves. It also clearly highlights that as a responsible establishment, you have the integrity and commitment to the future stocks of the world’s seafood to adopt this option. ‘I make a point of looking for the best sustainable options in all our endeavours,’ says Simon McNamara, Executive Chef of Canterbury League Club in Sydney. ‘We have found it has been a good menu talking point that has garnered a lot of customer support. From a bottom-line perspective, it doesn’t cost any more to seek out truly sustainable seafood options like those that have MSC certification. You are ensuring that there will always be fish in the seas, you are getting a quality product and appeasing the needs of your customers, who have a preference to do the right thing – especially if they are presented with the option and it is clearly indicated. For an intelligent chef, it is a win-win situation.’
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The MSC is an international, not-for profit, non-government organisation committed to safeguarding our precious ocean stocks by encouraging ethical eating.
Left: West Australian Rock Lobster with MSC identifying tag Above: Coorong Yellow Mullet Below: Coorong Mulloway
John McLean, the General Manager of Panthers World of Entertainment in Penrith, New South Wales, also encourages other club chefs to consider incorporating more sustainable produce into their menus. ‘It is not a quantum leap to ask your suppliers about the bona fide sustainability of their products,’ says McLean. ‘With seafood, the MSC certification logo is proof-positive of its sustainable provenance and there is a good range of products out there to deliver some excellent and appealing menu items.’ Neil Perry’s Rockpool Bar and Grill in Melbourne’s Crown Casino features the unique flavour of: ‘grilled Coorong yellow eyed mullet with tomato confit, and olive and basil dressing $39.00*’, with the footnote, ‘please note the Coorong yellow eyed mullet from South Australia is one of the first fin fish to be Marine Stewardship Council-approved, which means this fish will now be sustainable forever.’ By choosing MSC-certified seafood to be part of your menu, you are assured to be offering your clientele the best there is on offer, while rewarding fisheries that promote and protect healthy marine environments for our future generations. C&PM
FOR MORE INFORMATION visit www.msc.org
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for healthy profits By Andrew Briese, CEO, Cooking the Books
Over the last few years I have discovered that many hospitality businesses struggle to make any money. One of the major reasons for this is incorrect portioning of meals, or lack of ‘portion control’.
ortion control means controlling the quantity of food served to each customer.
This means if someone orders spaghetti bolognaise today, they should get a very similar serving of spaghetti bolognaise to one they had last week or last month; with the same taste, the same amount of sauce, the same amount of pasta, et cetera.
Why is portion control so important? Portion control helps the chef to calculate the initial cost of each dish on the menu, and thus the final selling price. It ensures that each customer receives an equal amount of food for the cost of the meal. Portion control also helps the chef to work out how much food to order, and how many meals can be obtained from the orders made. Here is an example of how poor control over portion size affects the food cost of an establishment: The portion size for rump steak at the ‘Friendly Onion’ restaurant is 200 grams. What will happen if the chef portioned it at 250 grams? 20 kilograms of cleaned rump will yield 100 portions at 200 grams 20 kilograms ÷ 200 grams = 100 portions 20 kilograms of cleaned rump will yield 80 portions at 250 grams 20 kilograms ÷ 250 grams = 80 portions
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Therefore, 20 portions have been lost. If the selling price per 200-gram portion is $35, then the loss in sales revenue will be 20 x $35 = $700 If steaks are cut each week, this amount could be: Monthly
Why would the chef cut the rump steak into 250-gram portions instead of 200-gram portions as stated in the menu? There are many reasons kitchen staff might do something like this, including: • inadequate training • not understanding why portion control is important for the establishment • their friends are coming for dinner so they want to give them bigger meals • they think it is a rip-off charging $35 for a 200-gram rump steak • they do not care, as they think they do not get paid enough money for the responsibilities they hold • they do not have a good relationship with the head chef • they do not have enough preparation time, and are always rushed.
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A set of digital scales is a must. The price of digital scales has decreased significantly, and a traditional set of needle scales is less useful because it is harder to read and therefore less accurate. Controlling portion sizes Portion sizes can be controlled, and if due attention is paid, kitchens can maintain regular meal sizes to keep customers happy and profits on track. An important tip is when ordering ingredients is to specify the requirements needed for the recipe. For example, ordering steaks pre-cut from the butcher will enable you to stop worrying about these items not being portioned correctly. This will now be a fixed cost for this part of the dish and you needn’t worry about the potential lost profit of staff cutting 250-gram instead of 200-gram steaks. If you do have a food cost problem this should be one of the areas you should look at. Start with the high-cost items and work down. Training staff on how to control portions and why it is important will go a long way towards standardising portion sizes, and will help to eliminate some of the reasons, mentioned earlier, that kitchen staff might increase meal sizes. A good way to ensure that each staff member is aware of an establishment’s portion sizes is to provide a document on the weight of all portions. This will ensure that chefs have a readily available ‘handbook’ to go to on portion sizes for each meal, which can be particularly helpful with absences and staff changes. Using appropriate utensils, measures and equipment to serve food is also a vital factor in portion control. ‘One ladle of sauce’ can be very ambiguous when there are several different ladle sizes in the kitchen, and can result in condiments and other ingredients running out long before they should. A set of digital scales is a must. The price of digital scales has decreased significantly, and a traditional set of needle scales is less useful because it is harder to read and therefore less accurate.
Watch staff to see how they put meals together – do they use their hands? Every now and again step out of the kitchen and see how the staff are portioning the meals. For example, I used to make a chicken and pumpkin risotto that tasted great, but for some reason wasn’t selling. One Saturday night I watched what was happening to the risotto. At the end of the night I thought the customer was not happy with the consistency of the dish. Some got lots of pumpkin, some got lots of chicken, and some didn’t get much of anything. I learnt that to make the risotto the chef would measure the chicken and pumpkin by hand. So we ended up pre-portioning the chicken and pumpkin before service. All we needed to do when an order for risotto came up was to combine two packs (a rice pack and a chicken and pumpkin pack). This way we made sure that everyone who ordered the risotto received the same portion size and consistency. This is a great way to make customers happy and encourage them to come back. It also reduced my total food cost by about one per cent. I believe this pre-portioning of foods is the most important element of portion control. Yes it takes a little time, but it can be done by anyone (cheapest labour hour) and should be done before service, as during service is not the time to weigh, count or measure foods. When consulting with chefs, one of the first things I do is draw up a portion control sheet for all foods. For example, spaghetti is to be 200 grams, risotto rice is to be 300 grams, main calamari is to be 16 rings, et cetera. This should be placed on a wall in the kitchen for everyone to see, and your kitchen will be well on the road to better profits, happier customers and better tasting food! C&PM
Make sure you provide supervising staff who are clear on portion control during each food service to ensure that junior staff stick to the portion controls you have set for each meal.
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wizardry Who said it’s not easy being green?
Australian Avocados is on a mission to inspire chefs across the eastern seaboard to ‘go green’ by adding avocados to their menus. A series of fun and myth-busting masterclasses have been developed to target the needs of chefs in different sectors of food service to address how to get the very best out of avocados and the best returns across the whole menu – from canapés to desserts, entrees to mains.
ebuting in 2009, the program has maintained a strong club presence, including an event at the Royal Automobile Club of Victoria in Melbourne’s CBD and Persimmon Restaurant at the National Gallery of Victoria, one of the Peter Rowland Group’s flagship venues. The touring masterclasses have since been endorsed by chefs across the scope of food service, including those from restaurants, gastro pubs, luxury hotels and commercial caterers. Australian Avocados has also taken the initiative to reach out to the next generation of chefs by implementing an avocado training program for TAFEs and other apprentice training institutions. While loved by consumers, the food service repertoire for avocados is low, due to the misperception of what was thought to be their culinary inflexibility and previous market unpredictability. The correct way to order, store and handle avocados is covered in the masterclasses, which are imperative steps for chefs and kitchen staff to get right in order to tackle wastage and ensure maximum return on plate costs. What is clear is that consumers are willing to pay to enjoy avocados – diners are happy to accept a surcharge for it as a side or as guacamole. At times, shoppers pay premium prices for avocados and they have historically been an expensive, almost luxury product before Australia was producing as many as it is today. The underlying philosophy of the masterclasses is demonstrating to chefs how they can utilise the avocado’s
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pulling-power and its underutilised versatility in a range of ways. Participants also learn about the fruit’s seasonality and its interesting history as a foodstuff – with its origins in Mexico and South America, the earliest name for the avocado is the ancient Aztec ‘ahuacatl’, meaning ‘fertility fruit’ or ‘testicle’ – presumably in reference to how they looked hanging from a tree. Of course, when it comes to chefs, it’s always better to let their tastebuds do the thinking, so each masterclass is also about tasting avocados in innovative and exciting recipes. All guests sit down to a sensory plate of four slices of avocado: one unseasoned to emphasise its natural nuttiness; the next is salted, this enhanced savouriness being the most familiar flavour associated with avocados; the third slice is lightly sugared, which accentuates avocado as a fruit and opens up the palate to its application in sweet dishes; finally, the last tasting is of a slice of avocado flash fried with a little garlic, sugar and chilli, which gives it a more aromatic, dense and vegetable mouth-feel. The tasting plate provides a preview of a visually and gastronomically surprising session, illustrating avocados as an enormously versatile ingredient that can be incorporated across the entire menu. Opposite: Executive Chef Mark Normoyle Top: Avocado kulfi dessert by Executive Chef Terry Clark at Persimmon restaurant, NGV Above right: Dining at Pesimmon restaurant, NGV Right: Avocado sandwich served at the masterclass CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 41
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What is clear is that consumers are willing to pay to enjoy avocados – diners are happy to accept a surcharge for it as a side or as guacamole. Masterclass presenter Kate McGhie – chef, food writer, Herald Sun food editor and national Chair of Judges for Restaurants and Catering – fronted the session held at the RACV for Melbourne’s brightest club chefs. Executive Chef Mark Normoyle demonstrated a deft use of avocado across the spectrum of dishes he created for the evening. A live canapé-making station greeted arriving guests, which saw Mark and his brigade proffering chilli, avocado, mango and prawn sundaes, avocado and crème fraiche gazpacho and spoons of avocado snow. The first course was a clever play on the ever-popular chicken and avocado sandwich – which comprised brioche, poussin, frites, aioli foam with avocado and pea mash. Following this was a main of avocado gnocchi with smoked New Zealand king salmon, figs and Banyuls vinegar, which preceded his dessert of a chocolate and avocado tart with a bloody Mary sorbet and papaya coulis. While Mark’s menu exemplified the creative application of avocado from a fine dining perspective, Kate also had the opportunity to
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Above: Compression of avocado, kingfish, yellow fin tuna and ocean trout with spiced pork scratchings, cured guaciale and pickled radishes by Executive Chef Terry Clark at Persimmon restaurant, NGV
discuss how to utilise the fruit across all aspects of club catering with guests. Participants of the Australian Avocado food service masterclasses depart with a masterbook that contains all the information covered during the event, as well as a compendium of recipes, some of which have been created specifically for the program by some of the country’s best chefs. These are added to every year as a useful resource following the completed masterclass sessions. C&PM
Video of many of the masterclasses can be found on the foodservices section of the Australian Avocados website: www.avocado.org.au/foodservice, as well as on YouTube and winefoodhotel. If you and your chef are interested in attending or hosting an Australian Avocados – Fresh Avocados Masterclass, get in touch via email on firstname.lastname@example.org
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2O11 Australian International Beer Awards
Local beers still impress Californian brewery, Moylan’s Brewing Co, was awarded the prestigious Champion Exhibitor Trophy and the Trophy for Champion Small Brewery, at the 19th annual Australian International Beer Awards (AIBA) at an awards presentation dinner at the Melbourne Convention and Exhibition Centre earlier this year.
onducted annually by the Royal Agricultural Society of Victoria (RASV) in conjunction with the University of Ballarat, the pre-eminent showcase for premium beer and brewing excellence in the Asia Pacific region awarded 15 of the 17 Champion Trophies on offer, with seven presented to international breweries and eight to Australians. The beer-loving United States proved its brewing excellence, taking out five of the trophies, with New Zealand and Belgian breweries achieving one each. On home soil, Western Australian breweries stole the show, achieving four trophies, and two trophies each were awarded to Victoria and New South Wales.
It was a big year for consecutive wins with Feral Brewing Company of Western Australia again achieving the Champion Ale Trophy and Victoria’s 2 Brothers Brewery holding onto The Premier’s Trophy for the Best Victorian Beer for its seasonal release of The Guvnor – Extra Strong Ale. 2 Brothers Brewery, located at 4 Joyner Street Moorabbin, brewed this extra strong beer in the style of an English Barley Wine. ‘We came up with the name first, then had to make a buttkicking beer to match,’ said David Ong, owner and brother in the operation. It is deep amber in colour, weighs in at 10.3 per cent ABV and its flavour is dominated by rum, raisin and vanilla characters. With a large number of Victorian microbreweries now in existence, and an increasing range on offer from each brewery, this was no mean feat for 2 Brothers. ‘We just couldn’t believe it,’ remarked Dave. Last year the brewery won the same award for their Baltic porter, named Voodoo. The newly introduced Champion Low Alcohol Beer Trophy and the Gluten Free Beer Trophy, which was
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introduced in 2010, were not awarded this year. Whilst the quality of the beers submitted were high, the judging panel were not able to award a champion trophy for these two classes this year to remain true to the competition’s high benchmarking standards. AIBA Committee Chairman and Chief Judge, Mr Peter Manders, said the Awards, which celebrate world-class brewing and beer craftsmanship on an international stage, has become the brewing industry event of the year. ‘The 1195 entries received from 34 countries around the world this year were all of an exceptionally high standard. With an increase in entries from the United States and SouthEast Asian and Scandinavian regions, the AIBA grows in reach each year,’ Mr Manders said. ‘The AIBA’s global reputation has been reinforced by the addition of some of the world’s most highly esteemed industry personnel, and this year 13 international judges joined the panel of 44 – the largest contingent of internationals in the history of the event.’ Judges included Mr Isara Khaola-iead of Bangkok, Dr Fritz Briem of Germany, Paul Gatza of Canada, Jaime Jurado of the United States and the United Kingdom’s Dr Bill Simpson, Simon Jackson and Ryouji Oda, from Japan, as well as numerous representatives from New Zealand. In Melbourne, the Beer Awards celebrations have been extended to a full week of beer events celebrating ‘good beer’ during Good Beer Week. Good Beer Week has come together as the result of a dedicated group of industry professionals and the Victorian brewing community supporting this new initiative. ‘The AIBA extends our thanks to this group. We are thrilled to be a part of this exciting new initiative and will continue to support their endeavours,’ said Mr Manders. C&PM
The winners, announced at the 2011 Australian International Beer Awards (AIBA) presentation dinner were as follows: Gary Sheppard Memorial Trophy for Best New Exhibitor Hopworks Urban Brewery, Oregon, United States Royal Agricultural Society of Victoria Trophy for Champion Exhibitor for the Highest Scoring Exhibitor Moylan’s Brewing Co., California, United States Labelmakers Trophy for Champion Large Brewery The Brooklyn Brewery, New York, United States Cleanevent Trophy for Champion Small Brewery Moylan’s Brewing Co, California, United States The Premier’s Trophy for the Best Victorian Beer Guvnor, 2 Brothers Brewery, Victoria, Australia Hop Products Australia Trophy for Champion Lager Cowaramup Pilsner, Cowaramup Brewing Company, Western Australia, Australia Cryer Malt Trophy for Champion Ale Hop Hog, Feral Brewing Company, Western Australia, Australia Beer & Brewer Magazine Trophy for Champion Porter Walkers Reserve, Firestone Walker Brewing Company, California, USA Cleanevent Trophy for Champion Stout Craftsman Oatmeal, Renaissance Brewing, Marlborough, New Zealand TAC Trophy for Champion Reduced Alcohol Beer The Monk Mild, The Monk Brewery & Kitchen, Western Australia, Australia University of Ballarat Trophy for Champion Wheat Beer Sou West Wheat, Bootleg Brewery, Western Australia, Australia Weyermann Specialty Malting Company Trophy for Champion Belgian & French Ales Oude Kriek Oud Beersel, Oud Beersel, Brussels, Belgium University of Ballarat Trophy for Champion Scotch Ale & Barley Wines Guvnor, 2 Brothers Brewery, Victoria, Australia National Liquor News Trophy for Champion Hybrid Beer – Vanilla Milk Stout, Thirsty Crow, New South Wales, Australia Spiegelau Trophy for Champion Packaging Award Gage Pils 3.5, Gage Roads Brewing Co Ltd, Western Australia, Australia Champion Gluten Free Beer No trophy awarded TAC Trophy for Champion Low Alcohol Beer No trophy awarded
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A light-bodied New Zealander wins accolades
Elephant Hill Estate no doubt raised a few eyebrows at the 2011 Sydney International Wine Competition awards presentation when it took out three trophies, including the Joy Lake Memorial Championship Trophy for best wine of the competition, with its 2009 Hawkes Bay Syrah.
he New Zealand entry was also awarded the Mark de Havilland Memorial Trophy for best red table wine of the competition, and the Fildes Labels Perpetual Trophy for best lighter-bodied dry red table of the competition. Indeed, it was the strength of the wine’s emergence from the lighter-bodied dry red category that surprised observers. The only previous instance of a lighter-bodied red winning the Championship Trophy in the 30-year history of the SIWC was back in 1992 when Henschke 1989 Abbots Prayer Merlot Cabernet Sauvignon took top honours. ‘It’s most unusual for a lighter-bodied wine, especially a lighter-bodied red wine, to dominate a major wine show,’ said Competition Director Warren Mason. ‘These sorts of wines are usually blown out of the water by the sheer power of the top fuller-bodied entries. In most shows they simply don’t stand a chance. ‘But in the Sydney International, wines are judged alongside appropriately weighted food, and the Elephant Hill performed remarkably well in this context… a context I’ve always believed in as the ultimate measure of a wine.’ The competition’s judges obviously rated the wine very highly, especially when tasting it alongside the chosen dish of stuffed chicken breasts with roasted red capsicum and mozzarella. Panel of Judges, 2011 Sydney International Wine Competition, from left: Dr Ken Dobler (New South Wales), Rob Geddes MW (New South Wales), Adrian Atkinson (United Kingdom), Mark Robertson (South Australia), Kym Milne MW Chairman (South Australia), Oliver Masters (New Zealand), Xenia Irwin MW (United Kingdom), Warren Gibson (New Zealand), Lisa Perrotti-Brown MW (Singapore), Brent Marris (New Zealand), Simon Tam (Hong Kong), Steve Flamsteed (Victoria). Absent: Neil Hadley MW (New South Wales), and Martin Williams MW (Victoria)
South Australian judge Mark Robertson summed it up this way: ‘This wine has that extreme white pepper character lift on the nose. It just spices it up magnificently. I was quite taken with this wine. A lovely lifted fruit, elegant, spicy and well constructed palate. It’s very good. A lovely example of a cooler-climate shiraz. With food it was outstanding. Balanced, concentrated, powerful and very, very good.’ The runner-up to the top wine was another shiraz, the Birds of a Feather 2009 Humming-Bird Margaret River Shiraz, which won the SIWC Reserve Champion’s Trophy and the Fesq & Company Perpetual Trophy for best medium-bodied dry red table wine. It was judged alongside wellingtons of venison with caramelised shallots and english spinach, and drew the following comment from New South Wales judge Rob Geddes: ‘Pepper, black fruit and violets. What a wine! Savoury, cinnamon, nutmeg and cloves. Silky, savoury, nutmeg, spiced berry fruit flavours with fine oak, fruit tannins. Notes of blackberry, salami and resin to finish. With food, the violets and red fruit flavours were magnificent and magnified.’ James Halliday gave the keynote address at the presentation banquet for the 30th Sydney International Wine Competition. His praise of the concept concluded with: ‘Whatever they may say to the contrary, Jacquie and Warren Mason could have had no idea how one small dinner for 48 people in March ’82 would so dramatically change, and dominate, their lives for almost 30 years. I hope they look back with pride on their achievements. They deserve to.’ C&PM
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positive for all Music Victoria came into this world riding on the emotional rollercoaster of 2009’s SLAM (Save Live Australia’s Music) rally. While the organisation already had an interim board – set up to fill the absence of a state peak body in Victoria – the first hurdle we faced was changing the mind of the government and Victorian Liquor Licensing, which had thrown a blanket law over all licensed venues in reaction to increased violence on Melbourne’s streets. 46 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
By Patrick Donovan CEO, Music Victoria
y tarring small venues with the same brush as super clubs, Melbourne’s small venues, or ‘musicians’ universities’ as musician Paul Kelly eloquently called them, were put under huge financial strain. When the iconic Collingwood rock venue The Tote Hotel announced it would be closing its doors, it all became too much for Melbourne music fans. Thousands turned up at the sticky carpeted venue’s penultimate night to protest. A few weeks later these numbers swelled to 20,000 for the SLAM rally. The government heard the message loud and clear. Eight months later, Music Victoria was a signatory to the Live Music Accord 2010, which removed the inappropriate link between live music and violence. The accord also outlined
the Victorian Government’s commitment to reach a liquor licensing resolution, to remove high-risk licensing conditions and to continued and increased support of contemporary music in this state. As part of the agreement, it was determined that I would represent the music community on the Liquor Control Advisory Council (LCAC) and negotiate with Liquor Licensing on behalf of the music industry to progress the resolution of the licensing issues facing live performance and music venues in Victoria. Music Victoria facilitates the accord process between the music industry and community and the government, and advises the government of regulatory stress points and possible resolutions to problems in areas such as planning, liquor licensing, local government and environmental impacts. The Coalition Government has committed to acknowledging the invaluable contribution made to Victoria by the live music industry by making legislative changes to the objects of the Liquor Control Reform Act 1998. The state government has created a help desk with dedicated licensing officers to assist licensees who provide live music to navigate the liquor licensing system. Music Victoria is helping the government set up a ‘Live Music Roundtable’ to monitor ongoing issues, such as strengthening the Agent of Change Principle (Order of Occupancy where the onus is on the party who has made the recent move, either by introducing music, or moving in next door). In late 2010, Music Victoria consulted with Arts Victoria as key stakeholders for a comprehensive economic impact study into Victorian venue-based live music. The Deloitte Access Economics report ‘The economic, social and
cultural contribution of venue-based live music in Victoria’ found that live music in small venues generates more than half a billion dollars for the economy and creates more than 17,000 jobs in auxiliary industries. Put simply, live music is good for your business and the economy, so venues would be wise to consider putting on more live music. Music Victoria has also been instrumental in making life easier for musicians and venues. Musicians were complaining that they were being fined for parking whilst loading in or out at their gigs and so were out of pocket even after getting paid for a show. So in October 2010, Music Victoria approached the City of Yarra Council about brokering a deal to allow musicians to park in loading bays like any other small business. The Council agreed it was only fair and offered permits to venues that would pass them on to musicians playing on the night to allow musicians to load in and out without fear of being fined. The Council also installed permanent display boards in Smith Street, Collingwood, for people to legally paste up posters to promote shows and events. Music Victoria plans on taking this initiative to other councils. Music Victoria has also worked with the Melbourne City Council on the Live Music Safari as part of Melbourne Music Week, which has funded 10 venues to produce one-off lineups that are free of charge to punters. We’re also about to publish a free music guide – Melbourne Music City – which will map the key live venues and record stores in Victoria in a pocket-size guide book. Music Victoria is an independent, non-partisan and nonprofit organisation and survives on grant opportunities and membership fees, so if you like the sound of what we are doing, join us! To become a member of Music Victoria, sign up via our website at musicvictoria.com.au Let’s support the Victorian music community and celebrate Victorian music. C&PM
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GETTING ThE MoST out of live sport in your venue P
lenty of venues are paying to broadcast live sport, but are they really getting the most out of it?
Like most venue entertainment, simply having live sport showing won’t drive sales unless you take action to: inform your patrons about your viewing schedule, engage them with the broadcast in an interesting way, and give them reasons to keep coming back and watching it at your venue. For over 12 years, the team at Sportspick, owned by Full House Group, has been helping our venues achieve these objectives through our unique range of Sports Tipping solutions. Our tipping product is much more than simply picking a winner and losing interest long before the end of the season. Sportspick is designed to engage tippers from novice to pro, and keep them tipping throughout the season with lots of prizes and plenty of variety, whilst taking the hassle out of running your tipping competitions. Plus, with our Sportspick
terminals you can keep your patrons staying longer and coming back with the likes of our exclusive Sportspick Passport and now a new series of LIVE tipping products. From 2012 our range of tipping solutions will expand to include Sports Stakes, an instant tipping product to help you get the most value out of your live Friday night AFL and NRL broadcast. C&PM
FOR MORE INFORMATION CONTACT us on 03 9644 1600 or visit www.fullhousegroup.com.au.
FULL HOUSE GROUP Entertainment, Membership and Marketing solutions for your venue. ................................................................................................................... Full House Group is all about bringing proven entertainment solutions to your venue to help you achieve a ‘Full House’.
Our brands include: SportsPick – Australia’s number one in venue tipping competition with over $200,000 in cash prizes every year. 888Poker League – Australia’s first fully integrated online and in venue poker competition. By being able to cater for all players, our product attracts the broadest range and most loyal poker enthusiasts. InnQuizitive – a new take on in-venue trivia with our exclusive Jackpot Card and player registration.
APL – APL was the first to hit the market and take advantage of the poker craze. Started by a bunch of poker enthusiasts, the business grew to deliver tens of thousands of games and help thousands of players win life changing amounts simply by playing the game that they love.
Big Tony’s Poker – our newest brand that rounds out our poker offering is an electronic Texas Hold’em Terminal that drives revenue for your business.
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Contact Us Today! Full House Group Pty Ltd. Email: email@example.com Website: www.fullhousegroup.com.au
X 48••CLUBS CLUBSAND ANDPUBS PUBSMANAGER MANAGERsummer SUMMER2O11–2012 2O11-2O12
03 9644 1600 03 9646 3233
Suite 9, 484 Graham St, Port Melbourne VIC 3207
playing the right notes for your till
By Bill Masters Managing Director of Karaoke World Championships, Team Australia
What started as a novel equivalent to the good old piano sing-along at the local has snowballed into a weekly entertainment fixture in most clubs and pubs across Australia.
he word ‘karaoke’ originated from Japanese words literally meaning ‘empty’ (kara) and ‘orchestra’ (oke).
So big has the craze become that no less than 32 countries competed this year in the finals of the Karaoke World Championships (KWC) in Killarney, Ireland, in September. Now in its ninth year, KWC has rolled out the international finals in unique and faraway places such as Finland, Ireland, Thailand and Russia, with more countries vying for the opportunity to host the world event. Over 100 clubs and pubs across Australia subscribe to KWC Australia annually, joining forces to find the world’s Australian representative. With three gold and one silver medal, two ‘top five’ placements and one ‘top 10’ placement to Australia’s credit, we are hungry for another ‘world first’ performance. For the publican or manager seeking an affordable evening of entertainment, karaoke is the answer; not only do the participants entertain themselves, but they entertain the audience as well.
For those venues already gaining the benefits of karaoke by hosting heats of the Karaoke World Championships, they will, without exception, boost their weekly karaoke show patronage and profits. Heats are held in venues nationally for a maximum of 10 weeks from February through until May, culminating in a venue final. Patronage at these venue finals generally exceeds 100 attendees. The winners of all venue finals represent their venue as they compete in their relevant State Final. The winner of each state final competes in the Australian National Grand Final for the chance to represent Australia at the world finals. KWC competition packages are easily incorporated into an established karaoke show. For venues looking to start a weekly karaoke show, KWC can offer assistance in finding a karaoke operator (KJ). As an official KWC venue licence doesn’t include the cost of the weekly karaoke show, this cost can be negotiated by the venue directly with the operator, with the venue making the final decision regarding their choice of karaoke operator.
CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 49
Opposite Page: Australia’s 2009 champion, Dina David. Above: Top 10 KWC finalists. Right: Our 2006 Australian champion, Mark Wilson, and Malaysia’s Vicky Tham Hui Chyi A good contracted KJ will come in with their professional karaoke equipment to cover all facets of their show. KWC Australia provides all of the necessary material to host the event. Exclusive KWC venue licences are available directly from KWC Australia. Different package options are available including promotion-only or promotion plus a weekly/venue final prize package. In the real world of weekly pub and club karaoke, your personable KJ can be found hosting a three- to fourhour session to a friendly vocal social group and their followers. The punters warble on happily throughout the evening, taking advantage of the services offered in the establishment. Being a semi-amateur competition, KWC started out as a media giggle eight years ago. Now, the Australian winners are receiving the star style media coverage they so well deserve. Singers across the country are hungry for their five minutes of fame, the chance to perform on the world stage and the stepping-stone opportunity an event like KWC creates. At 21, Australia’s 2011 Champion, Aden Billy, was working in customer service and performing in local amateur theatre
For those venues already gaining the benefits of karaoke by hosting heats of the Karaoke World Championships, they will, without exception, boost their weekly karaoke show patronage and profits. 50 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
productions. While singing at his local karaoke show, he could only dream of performing on a world stage. After entering KWC, the realisation of his dream became a step closer as the competition took him interstate and onto national morning television before propelling him onto the world stage in Ireland, and in front of Australian and international media. Of our successful, medal winning champions to date, several have landed plum entertainment contracts. Melbourne resident Julie Walter-Sgro, niece of singer Dennis Walter, now plays the part of Agnetha in the world acclaimed production of Bjorn Again. Michael Bates, the ‘round mound of sound’ from South Australia, landed a recording deal with a major Finnish recording company, and Sydney Diva Dina David struts the stages of the New South Wales clubs doing what she does best: singing. It’s the kind of thing karaoke singers’ dreams are made of. Pub and club managers should remember the motto: ‘it’s fun to sing and hear the till ring!’ C&PM For more information please visit www.kwcaustralia.com.au
Tunes that sell Schooners and Bubbly The type of the music played in a club or pub influences customers’ perceptions of that establishment. Music answers questions like “How old are the other customers? How up market is it? Is it a good place to take my girlfriend, or is it the kind of place to watch some footy with my mates?” And these perceptions will influence where customers go and what they order when they get there. For example, the “mates versus girlfriend” question is easily answered by whether an establishment plays Jet’s “Are You Gonna Be My Girl?” or Delta Goodrem’s “Almost Here”. If it’s the former, a round of schooners is the way to go, but if it’s the latter, maybe two glasses of bubbly would be more appropriate. Most managers know this. It’s common sense as they say. In addition to the format or genre of the music, the year a song was released says a lot about the age of the typical customer. It turns out that most people form definitive, life-long preferences for music that was popular when they were young adults. So if you hear AC/DC’s “Highway to Hell” there’s a good bet that the pub is frequented by aging Baby Boomers now in their 50s. The “up market versus downmarket” question may have important ramifications for your bottom line. Customers in up market environments tend to buy premium brands, and premium brands usually mean higher profit margins. One study found that simply changing from a “Top 40” format to a “light classical” format increased dollar sales by a whopping 341 per cent! Customers didn’t drink more – volume sales were largely unaffected – but they bought more expensive wines. Playing the right format or genre of music has a certain intuition behind it, but not so with tempo, because tempo often influences behaviour without people being aware of it. Music tempo affects the speed at which people drink, literally the number of times they bring the glass to their mouth per minute. Play faster music and patrons will drink more quickly, increasing dollar and volume sales. Music can also play a role in reducing or eliminating antisocial behaviour. Pub managers believe that heavy metal music encourages aggressive, sometimes violent behaviour. But when it’s time to cool things down a bit, a slow ballad like the Beatles’ “Let It Be” has a sedating effect on customers. It’s a good way to keep a brawl from breaking out when somebody’s footy team has just lost the Grand Final. By Charles S. Areni Professor of Marketing, University of Sydney
DO YOU PLAY RECORDED MUSIC IN YOUR BUSINESS? Smart business operators know that playing the right type of music, in the right environment, is vital to giving customers the very best experience possible. But did you know that without an appropriate licence you could also be infringing copyright? PPCA is the leading provider of copyright licences which enable you to play almost all recordings commercially released in Australia, leaving you to freely and legally use recorded music to drive your business.
Real Music • Real Artists • Real Impact
LiveMusic strikes a rich chord with Victorians Victoria’s live music performers and venues contribute more than half a billion dollars to the state economy each year, according to a report released at Collingwood’s iconic Tote Hotel by Premier and Minister for the Arts, Ted Baillieu, and Minister for Consumer Affairs, Michael O’Brien.
peaking after listening to performers Jordie Lane and Stonefield, at the Tote, Mr Baillieu said the report by Deloitte Access Economics was the first comprehensive assessment of the social, economic and cultural contribution of venue-based live music to Victoria. ‘Melbourne has more live music venues than any other Australian city and Victorians are passionate about live music, with around 5.4 million attendees at Victorian venues in 2009/10 – outstripping even the AFL,’ Mr Baillieu said. ‘Last year, thousands of people took to the streets of Melbourne and the steps of Parliament to support Melbourne’s unique live music scene and because of their passionate belief in the importance of live music to our city and our communities. ‘Our government is a huge supporter of live music and this report confirms what many of us have known for a long time – that our live music scene is a huge asset for this state.’ The research looked specifically at the impact of live music performance in pubs, bars, nightclubs, cafes and restaurants throughout Melbourne and Victoria, and included surveys of patrons, venues, performers and consultation with other industry stakeholders. The report found that the venue-based live music sector: • contributes around $500 million annually to the Victorian economy; • creates the equivalent of 17,200 full-time jobs; • provides almost 70 per cent of live performance income for Victorian musicians; and • plays a crucial role in incubating talent and developing and establishing musicians’ careers.
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‘I was also heartened to learn that our live music venues incubate talent and make a huge social contribution by providing a safe and welcoming environment, encouraging individuality and having a positive impact on the community,’ Mr Baillieu said. ‘This report supports Melbourne’s reputation as Australia’s live music heartland, with a robust live music scene that presents around 3000 performances per week, an average of three nights a week per venue.’
This report supports Melbourne’s reputation as Australia’s live music heartland, with a robust live music scene that presents around 3000 performances per week, an average of three nights a week per venue. Premier and Minister for the Arts, Ted Baillieu
The report also examined the regulatory environment within which live music venues operate, with venues reporting negative impacts resulting from higher annual liquor licensing fees and increased crowd control conditions that were introduced as part of changes to liquor licensing by the former Labor Government. Minister for Consumer Affairs, Michael O’Brien, welcomed the report’s finding that there was no publicly available evidence that live music leads to greater risk of anti-social behaviour. ‘The regulation of liquor must be balanced to ensure that alcohol-related harm is minimised while promoting a vibrant and diverse hospitality and entertainment industry,’ Mr O’Brien said. ‘We must ensure that blanket high-risk conditions do not apply to licensed venues featuring live music, but that venues are assessed on their own circumstances. ‘As this research shows, live music is an important part of Victoria’s social and cultural fabric,’ he said. Minister O’Brien highlighted that a Live Music Industry Rountable would be formed involving liquor licensing and music industry representatives, Victoria Police, live music venues and the government to ensure that significant liquor licensing issues involving live music can be discussed openly and frankly, and that this valuable sector can thrive. The government will also consider the findings of the report that more openings are needed for touring in regional Victoria, increasing performance opportunities for lessestablished artists and providing career guidance for performers. C&PM
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Socialmedia for clubs and pubs On a global scale, Australians are some of the most active users of social media and social networking websites. Along with keeping us in contact with our families and friends, online networks can work wonders for businesses, and clubs and pubs would do well to investigate some of the marketing opportunities that social media presents.
By David Cowling Vivid Social and Social Media News
ccording to the Australian Bureau of Statistics population clock, the population of Australia is approximately 22,752,431(November 2011), and according to the Facebook marketing statistics tool there are 10.6 million Australian users signed up to Facebook. This means that approximately 46.7 per cent of the Australian population are registered Facebook users. Considering people under the age of 13 are not allowed to sign up to the website, this represents a huge online marketing opportunity for all businesses, brands and organisations.
Social media is an open platform, allowing your customers and people interested in your business to communicate directly with you, wherever they are. 54 â€˘ CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
Another popular social media site in Australia is Twitter, which has around two million users, whilst there are also many other sites such as MySpace, Google Plus and LinkedIn that have their respective markets in the social media industry. Clubs and pubs are local businesses connecting with the residents who live nearby. Besides being a food, beverage and entertainment venue, clubs are also significant contributors to the local community in terms of support services, facilitation of sporting groups and the local economy. For clubs and pubs in Australia, the three main social networks to pay attention to are Facebook, Twitter and a geo-location mobile application called Foursquare. Letâ€™s have a look at what each network can do for clubs and pubs.
Facebook Facebook’s huge reach across Australia is a great way for pubs and clubs to send out their messages and information to the community as a whole. Wherever you club or pub is located, there is no doubt that a large number of the people living or working nearby are active Facebook users. The best way to reach them is by creating a Facebook fan page for your business. You can then send updates to people who subscribe to your page. Along with promoting your news to fan page subscribers, useful updates or conversation topics that will encourage the community to come in to your venue could include details about: • upcoming events including music performances, DJ sets, and charity events • dining specials for the week • upcoming competitions • any new facilities or upgrades taking place • menu changes • loyalty offers available. Promoting the news of other local organisations, such as sporting clubs, schools, and community centres, will draw interest from those involved and will reinforce your venue’s importance as a focal point for the community. You want to get your users interacting with your venue on Facebook, as their views and opinions will give you valuable customer insight. If you operate traditionally, you have probably already sought feedback by asking patrons or members to fill out a feedback from. You’ve probably noticed over the years that fewer and fewer people are actually filling out these forms. Facebook is often more effective at understanding your customers because it is informal and easy-to-use. Social media is an open platform, allowing your customers and people interested in your business to communicate directly with you, wherever they are.
Twitter Twitter is often referred to as a micro-blogging service, where you can post updates that are one or two sentences long. Whilst the site doesn’t have the features and functionality of Facebook, it does have a slightly different audience (lots of baby boomers and business people), and this could be a segment of the market that you want to better connect with. Twitter and Facebook have also integrated their products,
allowing you to enable an option so that every time you post a status update on Facebook, it replicates that update onto your Twitter account.
Foursquare Foursquare is a mobile application available on iPhone, BlackBerry, Windows Phone and Android devices. Foursquare is referred to as a geo-location mobile application, which allows users to ‘check-in’ to physical venues, for example your club or pub. Users are able to create new venues whenever they like, so your business may already be on this social network without your knowledge! The benefit of Foursquare is that businesses can offer deals to people who check-in. For example – ‘buy a meal at the bar and get a free soft drink for the kids’. Deals like this would entice more families to dine at your club, and you can be as creative as you like with the deals. Mobile applications like Foursquare are particularly popular with Generation X and Generation Y demographics.
So where should you go from here? Take a methodical approach to starting up your social media presence. Firstly, it’s important to make sure you have someone in your organisation who can spend five or 10 minutes per day checking your social networking accounts for any user replies and feedback. An unattended social media account is often worse for business than no account. You want to make sure that if people are talking to you on social networking websites, you reply to them – they will certainly appreciate this. Starting out by creating a Facebook fan page is a good first step. Make sure you add lots of photographs of your club, and write about the latest events, meal specials and local groups you support. If you then want to get further involved in social media, create a Twitter account and link it to your Facebook page (www.facebook.com/twitter). Lastly, claim your Foursquare venue and start offering deals (www.foursquare.com), and watch the patrons rush in! C&PM
David Cowling runs social media consultancy agency Vivid Social (www.vividsocial.com.au) and news site, www.socialmedianews.com.au CLUBS AND PUBS MANAGER SUMMER 2O11-2O12 • 55
Cutting edge design and expert advice Hotel Hospitality & Design (HHD) is the largest hotel refurbishment and design event in the southern hemisphere, bringing together the best in the hospitality industry over three days. The show brings together every facet of the hospitality supply and service network, catering to three- to fivestar hotels, motels, resorts, spas, luxury hotels, serviced apartments, the pub sectors and even aged care facilities under the one roof.
HHD offers buyers the opportunity to easily source suppliers, gain fresh ideas and network with key industry colleagues. Refurbishment is one of the single most important factors in keeping a premise appealing and contemporary. It was the original king of hoteliers and hotelier to kings, Cesar Ritz, who professed that a venue must transcend the average living environment in order to satisfy a customer’s experience as something special. Today his musings are no less relevant. The fresh design of a premise is the expression of its personality and gives it the impetus to rise above the competition. This dedicated hospitality event was launched in Melbourne in 2010 and rolled over into a successful show this year in Sydney. Club and pub operators at this year’s expo had the opportunity to discover new and innovative products and services and source fresh ideas for refurbishment, upgrades and new developments. The invaluable advice of industry experts and top designers were on hand to show how venue operators can get a good return on their design investments and new products and services on show gave attendees insight into the trends in the industry Hotel Hospitality & Design 2011 not only brought industry suppliers to thousands of visitors, it also hosted incredible eye-catching features, two of which were the Refurbishment Stage and the Hotel Room of the future.
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The Refurbishment Stage was sponsored this year by Dulux and its purpose was to inspire hospitality owners and managers to refurbish and renew in order to stay ahead of the competition. The Refurbishment Stage is designed to give visitors the confidence and inspiration to make the right changes for their next refurbishment. The stage was divided into two sections; one half was a hotel room and the other a hotel bathroom makeover. Australian designers Eminè Mehmet from KPS World and Michaela Steensen from Danona Australia were chosen to apply their expertise in turning these rooms into shining examples of cutting edge interior designs based on cost restraints and guest expectations. The MC John Eussen hosted three daily seminars and these were free for visitors to attend. HHD once again presented the most exciting and cutting edge developments in hotel room technology, electronics, bathroom fixtures and furnishings at the highly anticipated Hotel Room of the Future, brought to you by Philips. This feature was a real-sized, fully functional hotel room on the show floor. Visitors experience first hand the hotel room of tomorrow and the invaluable chance to harness the latest products for the competitive edge. The Hotel Room of the Future was designed by John Beazley and Co, leaders in the field of hospitality fit-outs for over three decades. HHD will once again be held in Sydney at the Exhibition Centre from 18 to 20 April 2012. Some huge things are happening with the show next year that will mean more product, more visitors, more educational information and an all ‘round must see event.
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HHD is part of the Diversified Exhibitions portfolio of design lead expos, which includes the hugely successful designEx trade show. designEx attracts architects, interior designers and specifiers from many industries. Visitors attending HHD have said they would like to see the shows married and that’s what we’ve done by co-locating HHD with designEX in April 2012. What this means is designEX & HHD will cross over four halls at the Sydney Exhibition Centre with over 300 exhibitors and an expected 15,000 visitors. Co-located with HHD is HOT – the Hotel Operations Technology Conference. This will be the third time that HOT will be running its conference in conjunction with the show and each year it grows from strength to strength. The Hotel Operations Technology Conference and Exhibition is the only dedicated event for this particular area of the industry and has been in existence for over 12 years with a reputation for delivering quality learnings and networking opportunities. The Conference will provide industry professionals with the information they need to make key decisions. The Conference will be structured with real industry examples and delegates will gain valuable knowledge on managing their hotel operations through existing and new technology options. HOT12 Conference and workshops will be held on Wednesday 18 April and will include several social and networking events with all delegates given the opportunity to visit the extensive displays at the DesignEx exhibition, which will be held alongside HHD2012 and Hotel Operations Technology Exhibition. C&PM
Kitchen ergonomics spells safety and profit
By Mark Dohrmann Engineer, Ergonomist and Principal, Ergonomics in Australia
A productive kitchen makes more money. It’s an interesting fact that the best-run and most profitable kitchens usually also score very well on safety and staff satisfaction. Accordingly, an observant review of your kitchen layout and procedures can identify practical opportunities to lift productivity, save costs and improve safety.
xamination of hundreds of court cases arising from kitchen accidents (in which the writer has given expert evidence) has identified a number of key principles that apply to all commercial kitchens, whether existing or in the process of design. These principles draw on modern ergonomics – the human engineering study of people and how they interact and ‘fit’ with their work. By applying principles of human size, strength and movement, ergonomics can make any kitchen – indeed, any workplace – more safe, comfortable and productive. A certified professional ergonomist with kitchen experience can provide advice (see www.ergonomics.org.au).
The key ergonomics points for kitchens involve managing the movement of people and products, manual handling and attention to the physical environment. So here are some ideas to consider: 1. Map the paths people take, and never allow highuse paths to cross. Stand aside and watch the work during a busy period for a while, and in particular, study where people come and go. Keep notes and make a roadmap. Then ask kitchen staff where and why they move back and forth along the paths they choose. High-use paths that cross increase the risk of impacts, awkward twisting and slips. They need to be re-routed. 2. Minimise heavy lifting in storerooms, and at workbenches. Consider filling large containers by hose or extended plumbing, to avoid heaving large pots around. Check that preparation, cooking and storage levels are aligned to allow sliding. Consider a fold-up bench to provide a temporary preparation area or holding space. Use trolleys – even small, narrow ones, to reduce carrying. 3. Maximise wet floor traction. Get your floor tested whilst wet to check compliance with slip standards. Use slip-resistant tiles and coat grating surfaces with abrasive, anti-slip material. Maintain worn areas, and
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use flat, rubber mats with tapered, non-curl edges where you can (provided they don’t interfere with trolley movement). Ensure spillages are quickly removed and de-greased. 4. Don’t overlook deliveries planning. Where possible, get deliveries brought and put right where they are going to be stored. Time deliveries to minimise disruption, and ensure pathways enable unobstructed, lip-free transport. Use temporary ramps or drain covers if needed to encourage the use of trolleys. 5. Put light where it is needed – not just over the stove and prep bench, but on walkways (you spot spills more easily) and at doorways (for night exits). Shield light sources to avoid glare. 6. Provide safe access for cleaning. Use secure, stable steps to get filters down and when cleaning canopies. Don’t permit climbing on equipment. 7. Keep drains clear and, where possible, covered. Trips and slip risks are reduced this way. 8. Glaze your doors. Obvious, perhaps, but in/out impact risks are reduced when a window gives busy people a chance to see who’s coming. 9. Review how doors swing on cooking equipment. Oven doors that swing into a busy aisle or that gush steam into faces may mean a strategic re-positioning is needed. 10. Look out for strain exposures – not just from lifting, pushing and pulling, but also from fixed, uncomfortable postures. Are bench heights and sink bases at the right heights for your tallest and shortest people? Food preparation is a heads-down job, and sore necks can be caused by working too long with muscles locked in the ‘head down’ position. Muscles need movement – regularly. 11. Reduce the ‘donkey work’. Food preparation is precision work. Any heavy lifting or moving that can be eased with wheels, by sliding or with smarter storage is worth considering. Any tilting equipment should have a secure lever fitted to make it easy and controllable to tilt. Try dragging things instead of lifting – storage on a flat, wheeled base and providing a level path makes this quite feasible. 12. Don’t let storage facilities become over-filled. Although seasonal variations can make this difficult, the advantages of ergonomic shelving and thoughtful placement of dry goods, meat, dairy and vegetables can come unstuck when stock levels rise. Shortcuts are taken, items can tend to be stored more hurriedly 60 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
in places that obstruct free, safe movement and access, and things can readily become harder to lift and shift. 13. Make sure that staff are well-trained, and retrained from time to time, on the basics of strain prevention and risk identification. ‘Be careful’ is not enough. Information, instruction and practice with knife handling, hot surfaces, manual handling, cleaning procedures and slip avoidance can turn staff into your best prevention weapon and build teamwork. Reward good ideas. The main general principles for safe, productive kitchen work involve setting up the layout, flow and daily procedures to enable every member of the team to do their work without heavy lifting, without remaining in a fixed posture for a long time, running into things, or tripping or slipping. A busy kitchen is an energetic, mobile workplace. Failure to think through the work and preparation patterns, or to underestimate the dangers of heavy lifting and twisting, can quickly lead to tears. Kitchen workers themselves are usually the best sources for identifying both problems and possible solutions, provided they are well led and given an opportunity to discuss and reflect on risk exposure. Too often, experienced but insufficiently trained kitchen staff accept traditional work practices that are in fact dangerous. The many claims for compensation coming out of kitchen work attest to this. In the writer’s opinion, the most common problems not properly addressed in kitchens are manual handling (lifting heavy pots, bags of vegetables), slips (grates, spills and grease), and storage (heavy items put in the wrong places, insufficient storage space provided, or items stored such that they require excessive twisting and stretching to recover). C&PM Mark Dohrmann is a consulting engineer and ergonomist practicing in workplace design and safety. He is also chairman of a not-for-profit organisation that prepares and serves 600 meals daily. For more information, visit www.ergonomics.com.au
The pros and cons of LEDs
By Bryan Douglas, CEO, Lighting Council Australia
From traffic lights to exit signs, torches to street lighting, kitchens to lounge rooms, stadium displays to architectural and decorative lighting – the use of LEDs as a light source is on the rise. Light-emitting diodes, or LEDs, are an important development in the lighting industry and they are here to stay.
What are LEDs? LEDs are a type of solid-state lighting (SSL). They consist of a chip of semiconducting material treated to create a positive-negative junction. When switched on, charge carriers flow into the junction and combine to release energy in the form of photons. The colour emitted depends on the materials used to make the diode. LEDs can be red, yellow, blue, green or ‘white’ (created by combining other colours). LEDs were introduced as a practical electronic component in the 1960s. Significant technical developments in more recent years have seen them used widely as indicator devices and, increasingly, for special and general-purpose lighting.
Benefits LEDs are highly energy efficient, comparable to fluorescent technology. They have a long life – lasting up to 50 times longer than incandescent lamps and five to 10 times longer
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Lighting Council Australia’s SSL Quality Scheme label with sample values.
source of light, LEDs are well-suited to uses such as traffic lights, but this makes LED use for general illumination more challenging. And initial costs for LEDs remain higher than alternatives.
Expectations and standards Numerous LED products are now entering the Australian market. While some are excellent, many are poor quality and do not live up to suppliers’ claims. Lighting Art and Science December 2009 edition reported that LED testing at the Queensland University of Technology found, ‘Many [LEDs] perform poorly or have failed to meet the specifications for the application that they were designed for.’
than fluorescent lamps. This makes them ideal for hardto-access locations. LEDs are durable and can withstand vibration and shocks. They are not affected by regular onoff switching, which is good for areas such as bathrooms. Another advantage is that LEDs do not contain the toxic substance mercury. In addition, they are at full brightness as soon as they are switched on and are fully dimmable.
Quality issues Some types of LEDs, however, still have a way to go to match the quality of other technologies. For example, recent testing of LED T8 fluorescent replacements by the US Department of Energy found bare lamp output of the LED T8 was about one-third of the average for fluorescent T8s. Performance was also significantly below fluorescent T8s in luminaire efficacy (efficiency in terms of light output versus energy consumed) and colour rendering index (colour accuracy). However, average fixture efficiency was higher with LED T8s because LEDs are directional, so less light is lost inside the fixture.
Such performance issues threaten to undermine user confidence, discourage uptake and delay or otherwise compromise the substantial energy savings potential of LEDs. Lighting Council Australia is keen to promote this technology. However, we want to avoid a repeat of the early days of compact fluorescent lamp technology when consumers were put off by poor quality, premature failures and light output issues. While new LED standards are being prepared at an international level, the technology is yet to be properly standardised globally or within Australia.
SSL Quality Scheme Standardisation remains an issue. Until we have robust, mature standards, we can’t address the quality and performance problems. In response, Lighting Council Australia recently launched an industry-led voluntary quality certification scheme for LEDs. The SSL Quality Scheme provides confidence to the market that a luminaire carrying the scheme’s label matches the supplier’s performance claims. Lighting Council Australia verifies performance claims based on test reports or other evidence provided and then authorises the use of the SSL Quality Scheme label. Labels include details such as light output, efficiency, power required, light colour and colour accuracy. Registered products appear on a searchable database on Lighting Council Australia’s website.
LEDs have enormous potential. This is a highly flexible technology that will lead to a re-think of lighting applications. We haven’t even imagined all the possible uses yet. C&PM
Heat management of LEDs is an issue, requiring elements such as heat sinks. Degradation in LED material and phosphors in white LEDs can lead to colour shift, a potential issue for side-by-side applications. As a point
More information about LEDs and the SSL Quality Scheme is available at www.lightingcouncil.com.au
62 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
for a messy carpet By JENNY BOYMAL, Specialised Cleaning And Restoration Industry Association
For most pubs, hotels and restaurants, carpet poses major issues. Well, actually, it is not the carpet that poses the issues, but the maintenance of the carpet. Carpet is an excellent floor covering in hospitality areas because it: • reduces slip hazards • has soil-hiding characteristics – the customers see less dirt than is really there • improves the indoor air quality in a building • is a very long-lasting floor covering. This is all great, as long as it is professionally and regularly maintained.
Clean air Filtration Indoor Air Quality Supply, Installation and Servicing
• • • • • •
Indoor air quality HVAC specialist Commercial industrial ductwork cleaners Kitchen exhaust ductwork cleaning Kitchen deep clean service Grease filter exchange/filter supply PM scheduled service Air conditioning ductwork cleaning and coils Insurance compliant scheduled cleaning programs
It’s a matter of prudent risk management, our business is your Cleanair.
Ventguard Cleaning Services provide a one-stop grease filter exchange program. In partnership with our associate Clean Air Filtration, we take care of both filters and the cleaning of the exhaust systems. This means you can spend more time on your business, and less time worrying about the safety of your premises, meeting possible fire risks, insurance requirements for building codes AS 1851 REV 2005, and health inspections. Please contact us to discuss your requirements.
Proudly servicing the clubs and hotels of Victoria for over 20 years 28 Foden Avenue Campbellfield Victoria 3061 Clean Air www.cleanair.com.au Phone 9303 9661 321276A RHS_Clean Air Filtration | 1750.indd 1
Ventguard www.ventguard.com.au Phone 9303 7798 25/10/11 10:10 AM • 63 CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
What are some of the major issues that hospitality businesses face with carpet? Carpets are often laid in areas where people spill drinks and food Some drink and food stains can be removed with a basic carpet clean. But it is not realistic to pull out the carpetcleaning machine the minute customers enter the premises. It is very important to ensure that the carpets are cleaned using a method that leaves the carpet free from as much chemical residue as possible. Most of us have had the experience of walking into a bar or pub and feeling your shoes sticking to the carpet. When a carpet cleaner cleans carpet and leaves a lot of residue behind, this simply gives soils something easy to cling to. The carpet looks dirty faster and feels quite sticky. This can be very easily avoided. Chewing gum on carpet You never actually see people dropping chewing gum on carpet, and no one admits to ever doing it. However, across all hospitality premises this is a major issue. There are some excellent methods of removing chewing gum, but all are very time consuming and require quite a lot of manpower. This situation cannot be avoided. We would suggest that you develop a regular maintenance process for removing chewing gum if this is an issue for you, as the more there is and the longer it stays on the carpet for, the more it gets tangled into the carpet fibres and can potentially affect the long-term appearance of the carpet. Carpets re-soil quickly and look dirty again after cleaning There are three reasons why carpet re-soils quickly. The first may be that there is too much chemical left in the carpet after cleaning. This is simply because the carpets are not cleaned to the Australian standards. When carpets are cleaned professionally to the Australia standards, fast soiling should not occur. The second reason why carpets can re-soil after cleaning may be that they should be cleaned more often. In some hospitality premises, carpet cleaning does not occur regularly enough and the carpet simply cannot maintain its appearance for such a length of time. A professional will be able to put together a maintenance plan to avoid this issue. The third cause of carpets re-soiling may be that the wrong method of cleaning was used and not complemented with a deep clean on a regular basis. A professional will be able to put together a maintenance plan to avoid this issue.
Odours in the carpet Premises that serve food and drinks often find that the build-up of drinks in the carpet can cause odours that are hard to remove. The issue with odour is that most companies do not have the expertise to deal with them properly. They use chemicals and products to mask the odour and do not target the source of the odour itself. There are different methods of professional odour removal that can solve these problems. Once again, if this is an issue for you, you should consider getting a regular schedule in place to avoid the odour from coming back. In this day and age, everyone is interested in saving on costs. When we are talking about maintaining carpet, cost savings in the short term often mean increased costs in the long term. Well-maintained carpet has an extended life – this means that you have a few more years before you need to take on the massive expense of replacing carpet.
What should you expect for professional carpet maintenance? You should expect a carpet cleaning business to develop a plan for you. This should include: • a program including regular maintenance cleans (this could be using a variety of systems), and intermittent restorative cleans (this must be using hot water extraction – known as steam cleaning, along with a thorough agitation of the carpet using a rotary scrubbing machine) • a program to remove stains from the carpet regularly so that they do not build up and get pushed further into the carpet pile. This may involve the carpet cleaning company running a basic training session for the general cleaners about how the basic stains should be treated on a day-to-day basis • troubleshooting – negotiate a rate with the carpet cleaning business according to which they can come in and solve urgent issues on the premises when and if necessary. There may be blood on the carpet, or a flood in an area that you need to have dealt with as a matter of urgency. We recommend that you contact a carpet cleaning business that is a member of the Specialised Cleaning and Restoration Industry Association. All association members are trained, hold appropriate insurances and have a network of members they can access for specialised situations. C&PM For more information please visit www.scria.org.au
64 • CLUBS AND PUBS MANAGER SUMMER 2O11-2O12
EVERY RACING MOMENT
Receive Australiaâ€™s premier racing channel in your pub and club for as little as $40 per week including installation. Call the TVN hotline on 1300 139 408 for more information. *TERMS AND CONDITIONS APPLY
Free Spin Festival is a new concept game which features a progressive free game display on the top box. The number of free spins will continue to increase until three Free Spin Festival overlay symbols occur, triggering the feature.
It features: • Feature is played on a 3x3 matrix similar a stepper machine • Three of the same symbol on any play line awards a prize • Free Spin Festival prizes range from $5 to $500 • Up to 40 free spins can be won • Resets at 10 free spins.
Konami Australia Pty Ltd. 28 Lord St Botany NSW Australia 2019 Tel: 02 9666 3111 Fax: 02 9700 0311 Email: email@example.com Matt Stuart - 0419 245 023 www.konamigaming.com
clubs, pubs, manager