Australian Hotels Association - Hotel Today - July / August 2020

HOTEL TODAY AUSTRALIAN HOTELS ASSOCIATION (VICTORIA) OVARIAN CANCER AUSTRALIA

ACCOMMODATION SPECIAL SPOTLIGHT ON REGIONAL PROVIDERS

JULY / AUGUST 2020 RYE HOTEL GETS A MAKEOVER

JACKALOPE HOTEL

Plan your post-lockdown Victorian staycation now!

You’re in hospitality. We have a banking expert for that - Dean. Call Dean Cleary, Relationship Director on 0413 875 241 to find out how your business can benefit from our hospitality banking expertise.

Bank of Melbourne

© 2019 Bank of Melbourne – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714. WBC01275BOM 0719

Contents 4 PRESIDENT’S MESSAGE 6 CHIEF EXECUTIVE OFFICER’S UPDATE

Previous Edition

HOTEL TODAY AUSTRALIAN HOTELS ASSOCIATION (VICTORIA) PUBOVATION BRISBANE

WE’RE BACK! PUBS TO REOPEN FROM JUNE 1

APRIL / MAY 2020 THE GROVEDALE HOTEL

8 RYE HOTEL GETS A MAKEOVER DURING COVID-19 10 WOLF BLASS BEYOND FOOTY 12 ASAHI OPEN ARMS PROGRAM 14 WORKSAFE LEARNING NETWORKS UPDATE 16 AHA (VIC) MEMBERSHIP UPDATE 20 IN THE PURSUIT OF HOPPINESS - BEER REVIEW

April / May 2020 On the Cover: JACKALOPE HOTEL 166 Balnarring Road Merricks North VIC 3926 T: (03) 5931 2500 www.jackalopehotels.com

Australian Hotels Association (Victoria)

AHA (Vic) Level 1, 1 Little Collins Street, Melbourne Victoria 3000 PO Box 18067, 111 Bourke Street, Melbourne Victoria 8003 03 8631 7922 | ahavic.com.au Editor Richard Hinman 03 8631 7935 | r.hinman@ahavic.com.au Artwork 2903 Creative 0418 316 799 | 2903creative@gmail.com

22 TAA (VIC) MEMBERSHIP UPDATE 24 ACCOMMODATION PROVIDERS SPECIAL 30 OVARIAN CANCER AUSTRALIA 32 PROPERTY INSURANCE MARKET UPDATED WITH ADROIT 34 STRAND – FURNITURE BUILT FOR YOUR NEEDS 36 FIVE TIPS FOR A PROFITABLE TAKEAWAY MENU WITH AVTES 38 KENO IS BACK FOR MORE ‘KRAKEN’ GOOD TIMES 40 H&L EMPOWERS PUBS TO MAKE A SUCCESS OF THE RECOVERY 42 WILLIAM ANGLISS TEAM UP WITH UNITING AGEWELL 50 NEW MEMBERS

The feature material in this edition of Hotel Today was published by the Australian Hotels Association (Victoria). Care has been taken with the advertorial content of this issue; any enquiries regarding claims made should be directed to the companies concerned. The statements contained in this publication, while based on information believed to be accurate and reliable, are not guaranteed. No liability can be accepted for any error or omission.

53 NEW PARTNERS 54 AHA (VIC) PARTNER DIRECTORY AHAVIC.COM.AU | 3

PRESIDENT’S MESSAGE DAVID CANNY | PRESIDENT

A message from AHA (Vic) President David Canny regarding your membership renewal for this financial year.

To summarise the next steps outlined in the video: • Membership renewal payments are not due until the end of September 2020. • If you pay annually, your membership invoice will be sent by the end of July – again, these are not due until the end of September. • If you are paying monthly, or would like to switch to monthly payments, these will recommence on 1 September, being 10 equal payments on the 1st of every month for the remainder of the financial year • If you are not in a position to pay your AHA (Vic) membership, you will not be left behind – contact the AHA (Vic) team to make arrangements • We will continue to provide the advice, support and guidance needed to assist members through these challenging times 4 | HOTEL TODAY | JULY / AUGUST 2020

CHIEF EXECUTIVE OFFICER’S UPDATE PADDY O’SULLIVAN | CEO

As we navigate through this daily evolving pandemic AHA (Vic) endeavours to keep you informed with latest information and advice. We will continue to do this; to keep you informed, and assist in every way possible to support you through to the eventual recovery stage. Despite the increasing COVID-19 July numbers in Victoria, AHA (Vic) will continue to work on the important business issues faced by pubs and hotels.

• Strengthening and extending of the commercial leasing code, in line with the extension of Jobkeeper. • Proportionality principle to be emphasised during recovery: • This includes a detailed direction for the amount of rent relief that is to be provided, based on the actual revenue downturn due to COVID-19 restrictions.

In summary these matters include:

• Further postponement of deferred rent post September this year.

JobKeeper

• When assessing bottleshop revenue, having it treated accordingly due to it’s general low margin impact.

• With the announcement of the extension of JobKeeper, we note that some members employee circumstances make them unable to gain the full benefit of this scheme, these include: • Where, due to the business being unable to trade, an employee has taken a job elsewhere. The employer replacing that employee would not have the benefit of JobKeeper to support their business recovery. • Where an employee’s average hours of work per week for the month of February 2020 does not reflect their true average hours of work per week, and therefore mis-categorising them for future JobKeeper payments. • Through our National Office we have put a case to the Federal Government that JobKeeper arrangements for employers in the hospitality industry commencing 1 October should reflect the number of eligible staff for the scheme as of 1 March. Otherwise pubs and hotels operating beyond October will find themselves in a situation where a sizable proportion of their staff are not eligible for JobKeeper.

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Commercial Rent Relief

• Legislated protection to reflect COVID-19 restrictions on trade.

Regions • Continuing to push for regional restrictions to be lifted. • Emphasising that regional Victoria should not be penalised by what is occurring in Metropolitan Melbourne, and restricting those hot spot residents from visiting the regions and spreading the virus.

Recovery • When restrictions are lifted, the tourism and hospitality sector need to be prioritised and accelerated. • 1 person per 2 square metres capacity metric to be applied initially, with 50 people per room capacity and gaming activity allowed. • Contact tracing to continue; Victorian pubs and hotels have shown how we can manage people very well under COVID conditions, and we will continue to prove we can.

All members are encouraged to apply for the financial assistance available under the various support packages, including the Victorian Government’s Business Support Fund. This includes: $5,000 grants to an eligible business The expanded Business Support Fund providing more than 80,000 eligible businesses with a new $5,000 grant to support them through the renewed restrictions. This grant was previously made available to the 2 postcodes linked to outbreaks. It will now apply to all areas under Stage 3 restrictions. Businesses can apply where they meet all the criteria listed below. They must: •o perate a business located in metropolitan Melbourne or Mitchell Shire, •b e a participant in the Commonwealth Government’s JobKeeper Payment scheme, •e mploy people, •b e registered with WorkSafe on 30 June 2020, •h ave an annual payroll of less than $3 million in 2019-20 on an ungrouped basis, •b e registered for Goods and Services Tax (GST) as at 30 June 2020, •h old an Australian Business Number (ABN) and have held that ABN at 30 June 2020, •b e registered with the responsible Federal or State regulator Application link below: https://businessvic.secure.force.com/ PublicForm?id=hbsp2020#no-backbutton

$30 million dedicated fund for Victoria’s night-time economy (hospitality) More details will be available soon. It is anticipated that this fund will be targeted at larger hospitality venues with an annual payroll above $3m. https://www.business.vic.gov.au/ support-for-your-business/grants-andassistance/business-support-package/ night-time-economy-support-program $40 million capped fund for regional tourism businesses to cover the costs of refunds This also covers marketing campaigns to boost region to region visitation while Melbourne is locked down. Eligible operators will be able to claim up to $225 per night for up to five nights for each and every room cancelled due to the return of Stage 3 restrictions, provided they refund the booking in full. Application link below: https://www.business.vic.gov.au/ support-for-your-business/grants-andassistance/business-support-package/ regional-tourism-accommodationsupport-program $20 million fund to support small businesses in Melbourne’s CBD More details will be available soon. CBD venues are encouraged to register their interest on the Business Victoria website to receive updates. https://www.business.vic.gov.au/ support-for-your-business/grants-andassistance/business-support-package/ cbd-business-support-fund $26 million in mental health support More details will be available soon

$10 million business mentoring program Pairing small business owners with experienced professionals who can help them navigate their way through the crisis. Additional information on this program will be provided once the government settles the eligibility criteria. Please contact AHA (Vic) should you require further information. It is still essential that we all remain in touch and ready to support one another. As always, AHA (Vic) staff are only a phone call away and ready to assist. Regards,

Paddy O’Sullivan Chief Executive Officer Australian Hotels Association (Vic) p.osullivan@ahavic.com.au

RAISING THE BAR

Rye Hotel, on Victoria’s Mornington Peninsula, gets a makeover during COVID-19

While Coronavirus has forced many businesses into temporary or permanent closure in recent months, the Mornington Peninsula’s Rye Hotel has been a hive of activity. Instead of the usual crowd of campers, locals and city slickers on their weekend drive, the hotel has been home to 130-tonne cranes and an army of builders in hi-vis gear. They haven’t just dropped in for lunch – they’re part of an ambitious makeover of the 1927 heritage venue’s public bar and function room. The Hotel’s Managing Director, Peter Houghton, is a Peninsula local and 4th generation hotelier. He’s used the period of enforced closure to complete the final stage of a major refurbishment for the iconic foreshore hotel. It’s the latest instalment in a year of substantial building works, which have included an enhanced drivethru bottleshop. The timing couldn’t have been better: like bottleshops everywhere, they’ve seen a 30% rise in activity in recent months, as people retreated to an indoor lifestyle and entertained at home over a bottle of local Peninsula wine. According to Rye Hotel Group CFO Rob Whalley, “Our regular clients haven’t been able to go interstate or overseas this year, so they’ve come down to the holiday house instead – and picked up a couple of bottles of wine and a takeaway meal on the way.”

A long-term view that takes changing customer preferences into account has been critical in planning for Rye Hotel’s next phase of growth, says Rob: “Expectations are higher these days. Our customers will always want classic pub fare – a parma or porterhouse steak will never go out of fashion. But our offering needs to be on par with a city restaurant. Locally sourced produce, vegan options and choices for people with dietary requirements; they’re non-negotiable these days.” The change in expectations goes beyond the ambience, amenities, and menu - and into business practices as well. The hotel has previously drawn on support from the Sustainable Melbourne Fund to install a rooftop solar system. Continuing the focus on sustainability, the current structural and operational overhaul required an investment of $3 million, and will set up the venue to cater for a younger demographic while staying true to a beachside pub’s classic appeal. The larger roof terrace, for example, is designed to showcase live music. That’s an industry that will need all the support it can get as we adapt to life after the pandemic, says Rob: “Through our partnership with Creative Victoria, one of the first things on our agenda when we re-open is to have the magic of live music performances on the waterfront again.”

It’s a trend already playing out across the whole tourism sector, says Victoria Tourism Industry Council Chief Executive, Felicia Mariani. “There’s pent up demand that has already benefited the local industry as restrictions were eased just before the June long weekend, leading to some strong forward bookings in certain sectors of the industry. As interstate borders begin to open, the market will be very competitive, with Melbourne being the ‘fishing pond’ for all other states. We’re already seeing interstate marketing campaigns on our TV screens from Tasmania and South Australia.” The data echoes the tourism body’s view: according to Bank of Melbourne research, half of Australians intend to travel domestically or within their own state once COVID-19 restrictions are eased.

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Above: One of the 130-tonne cranes at work on the Rye Hotel

The Houghton family ownership of the hotel dates back half a century, and in some ways the temporary closure was a perfect storm. The majority of the multiyear refurbishment had already been completed, and the decision to close was taken out of their hands. “We would have delayed a big job like changing the main roof – in normal circumstances, it’s important but inconvenient maintenance. We decided to use the time productively, and press ahead with our plans to improve our offering for hotel patrons and in-house guests.” With Peninsula hospitality in his blood, Peter’s vision for the town extends beyond his own hotel. Peninsula Link has cut the commute from Melbourne to just over an hour, making it a viable daytrip for city dwellers. Foreshore towns like Rye have their sights set on being attractions in their own right, and the town has been the most popular destination in the region for some time. The $6.5 million Rye Township Plan is part of the Victorian Government’s Growing Suburbs Fund, supporting critical infrastructure that will have an economic and social impact in the state’s fastestgrowing councils. With a permanent population of just 9,000 residents that swells over the summer months, the plan bolsters Rye’s ability to attract visitors yearround. But if flexible work patterns and the consumer sentiment shift in recent months is anything to go by, more people might be making a Peninsula weekender their full-time residence. According to research by Bank of Melbourne, three quarters of Australians are now reconsidering what area they’d like to live in, and more than a third would prefer a suburb that’s less populated. The pandemic has prompted home buyers to consider a sea change, with proximity to the coast more important to 15% of Victorians.

Above: The Rye Hotel team celebrating their 2017 win in the AHA Victoria ‘Best Environmental Initiative’ category Thanks to ongoing financial support from Bank of Melbourne, and the design team at Insite Architects led by James Bate, Peter has his sights on the hotel’s next project: the public bar redevelopment, featuring works on the building exterior and upper deck. With a nautical theme and 2 floor-to-ceiling stainless steel ‘port holes’ protruding over the pavement, it will make a statement on the coastal Point Nepean Road. “It’s a radical overhaul. We’re looking forward to having the finishing touches done by October, ahead of a bumper summer period for the Peninsula. We’re already seeing a return of locals and Melburnians who are keen to get out of lockdown and explore closer to home. There’s an increase in forward bookings for our luxury beachfront suites and poolside resort-style motel suites, often by our loyal regulars who’ve holidayed with us for generations”, said Peter. When those visitors arrive, they’ll see a venue transformed by more than a lick of paint, Peter explains: “The new rooftop deck will be double the size, with a panoramic view over the bay and towards Arthurs Seat. Bank of Melbourne has been a close partner in developing the strategy to sustain the venue well into the future. We’re using this period constructively, making the most of the opportunity to get set up for a period of rebuilding, for the tourism sector, for all business, and for the community more broadly.”

Above: An artist’s impression of the Rye foreshore promenade, part of the $6.5 million Rye Township Plan

To find out how Bank of Melbourne can help your business thrive, contact Relationship Director Dean Cleary on 0413 875 241 or clearyd@bankofmelbourne.com.au.

AHAVIC.COM.AU | 9

BEYOND FOOTY A series by Wolf Blass and AFL.com.au

AFL champions Charlie Dixon, Liam Jones, Brodie Grundy, Callum Sinclair and Elliot Yeo are the stars of the new campaign, ‘Beyond Footy’, which is a series of short videos that go behind the scenes with each player as they give you an insight into what keeps them motivated during life outside of football. One of the world’s most successful and awarded wineries, Wolf Blass, together with AFL.com.au, has produced five, threeminute films that explore each player’s individual passions and the journey they went on to discover what they love doing most off the field. From Charlie Dixon’s love of cars, Brodie’s passion for all things landscaping to Callum’s new podcast studio, the series went live throughout the month of June on AFL.com.au and the Official AFL You Tube channel and social media platforms. AFL General Manager of Commercial, Kylie Rogers, said each story is unique and showcases how passions – no matter how big or small – are key to a more fulfilling life. “We are proud to work with Wolf Blass on ‘Beyond Footy’,” Miss Rogers said. “The engaging series showcases the breadth of talent our players have, on top of also being elite athletes. “For all players in the AFL, having a passion outside of their football career is incredibly important. It helps them grow personally and professionally as well as gives them a connection to the community outside of football.” Wolf Blass Global Marketing Manager, Robert Knott, said the ‘Beyond Footy’ series personifies the spirit of Wolf Blass, and that is to celebrate the bold pursuit of triumph. “Whatever you want to accomplish, success is achieved by those who back themselves and learn along the way, and that is what this motivating series demonstrates,” said Mr Knott. For more information regarding the 2020 Wolf Blass consumer competition, please visit www.wolfblass.com

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CHARLIE DIXON shares how he’s pursued his passion for cars during his time away from footy.

LIAM JONES shows how he’s pursued his passion for music during his time away from footy.

There’s plenty of chat on the footy field, but Sydney’s CALLUM SINCLAIR ensures it continues away from the centre circle, pursuing a career in podcasting and creating his own film studio.

BRODIE GRUNDY shows us how he has been able to harness his passion for design, reworking his backyard one magnolia at a time.

AHAVIC.COM.AU | 11

On-Premise Program It feels like a lifetime ago but it has only been 75 days since the global pandemic began to wreak havoc on our much-loved hospitality industry. With the easing of restrictions, and despite the challenges that current limitations bring, it is encouraging to observe a sense of cautious optimism amongst our On Premise customers. While hotels, pubs, clubs, bars and restaurants diligently focus on following the practical measures advised by governments to ensure public and staff safety, our sole focus at Asahi Premium Beverages (APB) is to support our customers through the uncertainty of the ever-changing landscape they now operate in.

Asahi Beverages Open Arms Program Our number one goal in all of this mayhem is to ensure our actions and efforts, as a partner to the industry, are resolute in making life easier in some small way for our valued customers. Central to this ethos is APB’s Open Arms Program, with a suite of support initiatives designed to help customers reopen, recover and regrow their hospitality businesses backed by a dedicated Open Arms Program fund of over $1 million to enable the achievement of these objectives.

Driving consumer awareness A critical component of reopening is getting the message out to consumers that venues are in fact open! With each state lifting restrictions at different stages, and with varying levels of constraints, we know social media will play a critical role in getting the message out to confused consumers. Through APB’s Third Space program, our social media partner Tiger Pistol has the expertise to help customers drive consumers back into their venues through promoting the lifting of restrictions, venue opening details, ‘welcome back’ offers, group size limitations and to encourage online & phone bookings to mention a few. 12 | HOTEL TODAY | JULY / AUGUST 2020

Technical and Sales support Our technical teams are also assisting with the cleaning and recommissioning of equipment and our sales teams have been busily assisting with prioritising deliveries for initial openings. In addition to the above, the Open Arms Program includes a range of other initiatives including activation and stock support to assist with driving revenue.

Cash flow and credit We have already undertaken a number of significant measures to date, initially focused on assisting venues with their cash flow. We know that with the sudden loss of revenue the last thing a business operator needs is a supplier banging on their door looking for payments while the survival of their business is under threat. Building on this, across the months of April and May, APB collected thousands of beer/cider kegs and post mix cases from venues that had to shut their doors with little warning. We provided full credits to all impacted customers.

Payment plan options Our focus in recent weeks has been on supporting customers in preparing to open for business again as we emerge from hibernation. By understanding their plans for reopening, and in consultation with business owners and managers, APB has provided a suite of payment plan options that allow venues to start trading and generate positive cash flow without the fear of going on credit hold as they scale-up again. We appreciate how difficult it was for many to close their venues; we also recognise how challenging it is to reopen as stocks across all categories need replenishing, staff need training to comply with COVID guidelines, deep cleaning of venues is required the costs soon accumulate.

We’re here to help Underlying all this support is the need for empathy for each other; we may not get all of this right, but we will try our best and respond to changing customer needs as we embrace and reignite the hospitality community. Please reach out to your local Asahi Premium Beverages contact to discuss how we can help you get back on your feet. We look forward to assisting our partners welcome back their guests to first class hospitality with open arms!

John Kelly

National On Premise Group Business Manager Asahi Premium Beverages

AHAVIC.COM.AU | 13

AHA VICTORIA RECIPIENT OF WORKSAFE VICTORIA WORKWELL FUNDING TO CREATE MENTALLY HEALTHY WORKPLACES IN THE HOTEL & PUB INDUSTRY WORKSAFE’S WORKWELL LEARNING NETWORKS AIM TO PROMOTE MENTAL HEALTH AND WELLBEING, AND PREVENT MENTAL ILLNESS AND INJURY AMONGST VULNERABLE WORKING COHORTS OF STAFF - WHICH ARE DEFINED AS YOUNG WORKERS, AGEING WORKERS, FRONTLINE WORKERS AND INDUSTRIES IN TRANSITION (GROWTH AND DECLINE). As part of servicing member enquiries, the Workplace Relations team identified an opportunity for our members and submitted an application to WorkSafe Victoria for funding to support the development of a Learning Network within our association. Participants of the Learning Network include Zagames, ALH, Sand Hill Road, Australian Venue Co, Marlo Hotel, Riverland, Red Rock Leisure, PubCo, Black Rhino and Hunter Group & Hyatt. Our participants collectively represent over 30% of the AHA (Vic) membership base. As part of the process, members were required to identify one venue within their portfolio to participate in the trial. This was so we could identify what are the critical areas which need to be addressed to ensure venues and their employees are mentally safe. Based on the results, the industry share the same view that creating mentally healthy

workplaces is everyone’s business with over 200 surveys completed by managers and staff across the Learning Network. The workrelated factors which were common across the cohort included: • Violent and Traumatic Events • Organisational Justice • Workplace Relationships & Support Hosted by organisational psychologist Nicola Hogan, from Communicorp, the Learning Network met online in May to develop a thorough understanding of the issues experienced by venues and their employees and further identify what interventions, tools and training are required to bridge the gap. Here’s what Egor Rodichkin, Operations Manager at the Riverland Group, thinks of the Learning Network and the learnings he has taken from it so far.

Kathryn Zammit • Workplace Relations Advisor • k.zammit@ahavic.com.au • (03) 9654 7100

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“Creating Mentally Healthy Workplaces Learning Network was a great initiative that certainly sparked a dialogue between the employers and employees around a topic that in many instances tends to be avoided. It highlighted the lack of preventative initiatives within the industry and the need for broader awareness campaigns to reduce the risks and hazards. The learnings from the network will certainly enable further and more open conversations within our organisation that hopefully will result in a healthier culture and better engaged work force.” The project will now enter stage three as the interventions, tools, resources and suggested training will be presented to the Steering Committee for endorsement and will then be deployed within the venues to assess how effective the tools are in creating mentally healthy workplaces.

FOR ALL YOUR HOSPITALITY NEEDS FOR ALL YOUR HOSPITALITY NEEDS FOR ALL YOUR HOSPITALITY NEEDS

INDUSTRIAL HEATERS WHEN THE OUTDOORS GETS A LITTLE COOL, YOU’LL OFTEN FIND A SUPAGAS OUTDOOR HEATER WARMING YOU UP! At Supagas we provide complete premium solutions when it comes to all your commercial heating needs. These include; a range of heaters for purchase or hire, LPG for your ongoing warmth, FREE delivery to most areas, FREE maintenance on heaters when you order LPG from Supagas and heater storage facilities over the Summer.

Our Industrial heaters such as our range of Blow heaters are perfect for getting rid of the early morning chill in your workplace and come in a variety of different sizes for all your needs. Our Commercial and Residential heaters such as the popular Patio heaters are a cost-effective way to entertain outdoors at your café, pub or even in the comfort of your home. With Supagas you have the option to either hire the heaters for a minimal fee, or you can buy them outright if you prefer owning your own! At Supagas we also offer Heatagas for all your heater needs. Whether you are buying or renting heaters, it makes sense to order your gas from the cylinder gas specialists.

At Supagas we offer a large range of heaters for Commercial, Industrial and Residential use. We supply a range of Patio heaters, Fire Fountains, Pyramid heaters, Blow heaters, Radiant heaters and many more. When you rent or buy heaters from us, we guarantee performance, reliability & efficiency. With Supagas you get peace of mind with our qualified †technicians, spare parts and all work customers or current customers ordering new commercial gases Terms and Conditions: This offer is valid for new industrial/commercial for the first time. This offer is not available to Supagas customers or users of gas supplied and/or manufactured by Supagas, or users of gas is guaranteed. supplied in Supagas cylinders, or to resellers of gas. Offer applies to cylinder gases only, unless otherwise stated. Offer excludes bulk LPG Terms and Conditions: † This offer isImported valid for Gas, new industrial/commercial customers or current customers ordering new commercial gases (190kgTerms or greater), Specialty Gas,offer Packs, Refrigerated Liquids , Liquids, Equipment, Consumables andcommercial rental charges. and Conditions: † This is valid for new industrial/commercial customers or current customers ordering new gasesA for the first time. This offer isthan not 3available to Supagas customers of gas supplied and/orcredit manufactured byand Supagas, or users of gas current lessoffer months must provided priorortousers a Supagas application standard gas of supply forofficial the firstinvoice time. This is not available to be Supagas customers orcompletion users of gasofsupplied and/or manufactured by Supagas, or users gas supplied in (GSA). Supagas cylinders, toor resellers gas. Offer applies to cylinder gases only, unless otherwise Offer excludesbulk bulk LPG agreement Offer is cylinders, basedoron signing aofGSA credit application. 20% Price Beat cannot be usedstated. with other or offers. supplied in Supagas to resellers ofand gas. Offer applies to cylinder gases only, unless otherwise stated. Offerdiscounts excludes LPG (190kg or greater), Specialty Gas, Imported Gas, Packs, Refrigerated Liquids , Liquids, Equipment, Consumables and rental charges. orapply. greater), Specialty Gas, Imported Gas, Packs, Refrigerated Consumables rental charges. AA Rental(190kg charges Supagas may elect to match current rental charges Liquids or apply, Liquids, SupagasEquipment, standard rental charges.and Supagas can cancel current officialofficial invoice less than 3 months mustmust be provided prior to completion credit application standard gassupply supply current invoice lessOffer than 3available months be provided prior to completion ofa aSupagas Supagas credit application and standardprovide gas this promotion without notice. through Supagas branches. Offer of valid until 31st December 2019.and * Supagas free agreement (GSA). Offer is based on signing a GSA and credit application. 20% Price discountsor oroffers. offers. agreement is Contact based onyour signing a GSA and credit application. 20% PriceBeat Beatcannot cannotbe beused usedwith with other other discounts delivery service to(GSA). mostOffer areas. nearest Supagas branch for more information. RentalRental charges apply.apply. Supagas may may electelect to match current rental charges or or apply cancancel cancel charges Supagas to match current rental charges applySupagas Supagasstandard standardrental rentalcharges. charges. Supagas Supagas can this promotion without notice. OfferOffer available through Supagas branches. Offer providefree free this promotion without notice. available through Supagas branches. Offervalid validuntil until31st 31stDecember December 2019. 2019. ** Supagas Supagas provide delivery service to most areas.areas. Contact youryour nearest Supagas branch forfor more information. delivery service to most Contact nearest Supagas branch more information.

So why choose Supagas for your heating needs? Supagas is a leading gas supplier, providing a complete solution for all your heating needs across Australia. We also believe safety comes first and take the time to educate our customers on safety when handling gas and heaters. We offer quality customer service with no automatic voice prompts and scheduled delivery service to ensure you never run out of gas. For more information on any of our Supagas Heaters or Heatagas visit our website supagas.com.au or contact Sean (Supagas Heater Mgr.) on 0407 913 972 or seanpunja@supagas.com.au www.supagas.com.au

AHAVIC.COM.AU | 15

AHA (VIC) MEMBERSHIP UPDATE KIMBERLEY MALCOLM | SENIOR MANAGER – MEMBERSHIP & INDUSTRY ENGAGEMENT

IT’S HARD TO BELIEVE WE ARE IN THE SECOND HALF OF 2020 AND PUBS ARE STILL SEVERELY RESTRICTED IN HOW THEY DO BUSINESS IN VICTORIA. Pages could be filled on the shared frustration, disappointment, shock and at times anger we are all feeling at the moment. As is often the case amongst our membership, however, there are some diamonds out there in the middle of the rough, stories of new ideas, and tales of how to make the most of this time we all now seem to have a little more of. When scrolling through Instagram (which again is something a few of us find ourselves doing a lot more of!) you can’t help be blown away by the gorgeous pictures of High Tea deliveries for Mother’s Day by Adam Hamilton and his team from the Flinders Hotel. According to Adam, the High Tea initiative on Mother’s Day has been by far the most positive experience the hotel has had since March. Not only was revenue high but it created incredible social media opportunities and great team work across the hotel. One look at the reviews Flinders Hotel has been receiving and there is no doubt this was a huge hit with the locals on the Peninsula. Some members have embraced this challenging time by revisiting their operations and trying something new. As Sally Gebert from The Botanical Hotel in Bendigo explains “When we looked at how we could make it easier for customers to access us for their take away and bookings we knew we had to move to an online booking and ordering system.”

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“We had started looking at online booking before lock down and decided to go ahead with it for reopening and it’s been fantastic. The online booking system has allowed customers to book anytime of the day or night and helps with advance bookings. The booking system also makes the recording of customers data very easy as most customers can enter all guest details prior to arriving. This makes seating customers quicker and less cumbersome. Customers feel confident as it is contactless and they see we are adhering to all protocols.” Similarly, Dan Cronin from the Western Hotel in Ballarat also took the opportunity to try something different at the hotel. “During the initial lockdown period we created a drive thru coffee and food from an old shipping container built mostly by our team with the help of a local tradie. This has created a new market for us and gave us the opportunity to re-engage some casual staff while locked down.” Even the largest hotels in Melbourne are trying new things. In Lockdown 2.0 The Hotel Esplanade launched Mya Tiger take away, Mya Tiger DIY Banquets at Home and The Hotel Esplanade Bottle Shop. Sand Hill Road Executive Chef, Ash Hicks tells us more “With the take away we have a Mya Tiger full a la carte menu for online ordering or over the phone (old school) and the DIY banquet packs all available for pick up only at this stage as we learn to navigate take away which in my 20 plus years in the industry I have never done before. It is a new skill set I am acquiring and I am just happy to be back in the kitchens at the Espy”

According to Ash, The Espy is lucky to have Kevin Peters, Group Cocktail Legend, making pre built cocktails (e.g. bottled Lamington Negronis, Margaritas, Martinis etc.) available for pick up. Matt Skinner, Head of Wine has curated an amazing list of ready to grab and go wines including magnums of Rose. “I mean who doesn’t want a magnum with their Mya Tiger take away?” jokes Ash. Community support for pubs has been extremely heart-warming. I saw it with my own eyes at my local pub during those glorious few weeks we were allowed back inside and I hear it so often when speaking with members about how they are coping. As Iain Ling from the Lincoln Hotel told me; “The amount of support from our community, regulars and industry (they really are family) was very positive. Even just calls and texts from people who couldn’t make it (to the pub when we reopened).” Dan in Ballarat agrees “Community support for local business has been outstanding and a little overwhelming at times. The amount of support from other businesses in our city that are going OK during this time but have taken the time to shout out to the community and support hospitality venues in Ballarat, has been awesome.” Sally Gebert also shared the feelings of comradery and community “One of the biggest positives to come out of this whole pickle we are in is the comradery and the feeling of community we have developed with publicans in our area and beyond. We now have a very supportive network we can call on each other for support, a vent or for lunch or a beer. We have worked together to help and support each other and ensure we get through to the other side with some sanity.”

Flexibility seems to be key for members I’ve spoken to. The Lincoln Hotel certainly felt they were in a stronger position in Lockdown 2.0 than during the first shut down “We prepped each week as if it was going to be our last. We moved to two sittings at dinner, reduced our menus to speed up decision making and moved a lot of holding stock. This has given us more flexibility this time around. The team has been amazing being flexible and adapting to changes almost every other day.” Most wellness gurus are advising us to find some positives in our day so I asked Ash Hicks what’s the most positive thing he has experienced during COVID 19? “The most positive thing is time, even under the circumstances the actual gift of time was therapeutic for me in a sense. Now don’t get me wrong, as a chef that can barely sit still for five minutes, I had my

challenges, I’ve researched a lot about food, reigniting that passion rather than just belting out menu after menu. I’ve watched a lot of YouTube on how to fix anything and everything around the house and I’ve cooked 3 meals a day which is fun. I’ve avoided sour dough!”

when we open the pubs again. I also exercise a lot and stay as positive as anything. I mean we are heading into spring soon that’s something to smile about!”

In conclusion, here are some top tips from our members.

“While this is not the year we imagined we have had time to stop and reevaluate our business and what we need to do going forward. It has taught us to be nimble and much leaner with all we do. We will come out the other side with a different but stronger and hopefully more profitable business. We take each day as it comes and try not to worry about what we have no

Adam Hamilton – Flinders Hotel “Stay positive. For your own sake but also for your team who will take your lead. Use the time wisely to focus on your brand and where you want it to be positioned.

Sally Gebert – The Botanical Hotel

Stay active on social media to keep your business front of mind.”

control over. We have some amazing team members who are really sticking by us and happy to do whatever it takes to keep the business going, these great people are an integral part of our future.” Dan Cronin – The Western Hotel “Stay engaged with your patrons even if your hotel is locked down as the support they will give when you are re-opening is enormous. The number one comment we have heard from our patrons is how much our team showed the community what we were doing to get through this crazy part of our career. This has undoubtedly given us great traction on re-opening.”

Cheers,

Iain Ling – Lincoln Hotel “Look after each other! We are not through it yet but we will get through it if we stick together and all act responsibly. We started a charity to look after our fellow hospitality guys and it got big really quickly which is a bitter sweet feeling, we shouldn’t have had to but once we did, so many people helped rally around the parts of our industry who needed it the most.” http://covid19ead.com.au/ Ash Hicks - Hotel Esplanade “I have been evaluating how my kitchens work, how I can make them more efficient, how I can look after my team members who don’t have JobKeeper and take the time as a gift so I can refocus on the new normal

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Kimberley Malcolm, Senior Manager - Membership & Industry Engagement Australian Hotels Association (Victoria) k.malcolm@ahavic.com.au

WHO YOU BACK MATTERS MORE THAN EVER. Here’s Here’s the the thing. thing. This This isn’t isn’t about about having a bet. It’s bigger than having a bet. It’s bigger than that. that. This This is is about about Australian Australian jobs. jobs. Hundreds Hundreds of of thousands thousands of of them them across across the the country. country. The The stablehand. stablehand. The The apprentice. apprentice. The farriers and breeders. The farriers and breeders. The The familiar familiar face face that that works works the the bar at your local track. bar at your local track. These These are are the the everyday everyday Aussies, Aussies, that revenue from TAB goes that revenue from TAB goes to to support support and and employ. employ. In In fact, fact, TAB TAB contributes four times more dollars contributes four times more dollars to to the the sport sport you you love love than than any any of of our our competitors.* competitors.* And And we we wouldn’t wouldn’t have have it it any any other other way. Because we’re in love with way. Because we’re in love with racing, racing, in in love love with with the the characters, characters, the the horses, horses, the the dogs; dogs; the the smell smell of it. In love with bringing you of it. In love with bringing you the the

stuff stuff that that matters matters from from hundreds hundreds of tracks nationwide. of tracks nationwide. In In times times like like these these where where you you choose to spend matters, choose to spend matters, be be it it your takeaway coffee, with your your takeaway coffee, with your mate mate who who owns owns the the corner corner store store or who you have a punt with. or who you have a punt with. And And will will matter matter for for the the months months ahead. ahead. Right Right now, now, we we need need to to stick stick together like never before together like never before to to support support our our fellow fellow Aussies Aussies through through incredibly difficult times. To incredibly difficult times. To ensure ensure we we keep keep the the gates gates crashing crashing back. back. To keep the horses running in To keep the horses running in both both directions directions depending depending on on where where you you hail hail from. from. We We said said at at the the top top this this wasn’t wasn’t about having a bet. about having a bet. It’s It’s bigger bigger than that. than that.

LONG LONG MAY MAY WE WE PLAY PLAY

*Based *Based on on a a ratio ratio of of industry industry returns returns to to turnover turnover from from the the 2019 2019 financial financial year. year. Think! Think! About About your your choices. choices. Call Gambler’s Help, Gambling Help or the ACT Gambling Counselling & Support Service on Call Gambler’s Help, Gambling Help or the ACT Gambling Counselling & Support Service on 1800 1800 858 858 858 858 www.gamblinghelp.nsw.gov.au or www.gamblinghelponline.org.au. Think of the people who need your www.gamblinghelp.nsw.gov.au or www.gamblinghelponline.org.au. Think of the people who need your support. support. Gamble Gamble Responsibly. Responsibly.

IN THE PURSUIT OF HOPPINESS MICHELLE MEAGER | ADMINISTRATIVE SUPPORT COORDINATOR | M.MEAGER@AHAVIC.COM.AU

H AVIN G A B E E R IS ALL ABOUT RE LAXING AND HAVI NG FU N . IT S H OULDN’T BE TAKE N TOO SE RIOUSLY. WITH A TON O F E XPE RIE NCE BOT H POURING PINTS A ND R UNN ING A PU B, M ICHE LLE KNOWS WHAT SHE IS TA LK ING ABOUT. JOIN HE R AS SHE TAKE S A LIGHTHEA RTED LOOK AT T HE LAT E ST BE E RS ON T HE M ARKE T.

NO STOUT ABOUT IT! 3 RAVENS

OATMEAL STOUT 4.5%

Ravens have been known to symbolise a variety of things to different cultures. Prophecy and insight to some. As a spirit totem animal it can be there to guide you on your journey. This may have been true as I stood in front of the fridge deciding which beer to choose. Perhaps the selection of the 3 Ravens Oatmeal Stout was already predetermined. Black in the glass like it’s namesake, the light shimmered off it as the treacle coloured head slowly dissipates. A strong molasses aroma lead you to a bright, not overly heavy mouthful. Coffee and chocolate notes appear as it warms up, bouncing around your mouth. There’s a slight bitterness but smoothness you expect from an Oatmeal Stout, it’s velvety and full of body. The Raven is also considered a symbol of death to some, and if this Oatmeal Stout is what takes me out, then it wasn’t a bad way to go.

www.3ravens.com.au

20 | HOTEL TODAY | JULY / AUGUST 2020

LA SIRENE

‘PRALINE’ CACAO, HAZELNUT & VANILLA STOUT 5.8%

DAINTON BREWERY

‘VIOLENT CRUMBLE’ HONEYCOMB & TOFFEE STOUT 7.5%

One Violet Crumble. Six siblings. That’s a tiny sliver each to savour. Some devoured theirs in one bite. I would make mine last as long as possible, enjoying the chocolate and honeycomb as it melted away over my tongue. Dainton Brewery’s’ Violent Crumble’ deserves to be savoured too. Almost black in the glass with a proud, thick toffee coloured head sitting atop. It’s dense and the burnt honeycomb flavours swirl around your mouth. As it warms up the chocolate notes become more pronounced and you start to feel the warming effects of the alcohol. Unlike a lot of stouts, this is best enjoyed icy cold, even in the middle of winter. Sometimes the good thing about having to share is that you make the most of what you’ve be given. Take your time and relish every drop of the ‘Violent Crumble’.

www.dainton.beer

FURY & SON

STRAWBERRY MILK STOUT 6.5%

Childhood. Simpler times, when a $1 got you minimum chips, a potato cake, a dim sim and enough left for a packet of Strawberries & Cream Steamrollers. The heady aroma of strawberries as you peeled back the wrapper. I was taken back to the 1980’s when the can of Fury & Son Strawberry Milk Stout was first cracked. Murky brown in the glass, your nostrils overwhelmed with strawberries. The first sip was all the goodness of chocolate dipped strawberries. The sweetness from a milk stout and the tartness of the strawberries made this the perfect combination. A rounded creaminess that carries on until the end. Sadly, you don’t get much for your dollar these days, but a can of Strawberry Milk Stout can let you dream about the times it did.

www.furyandson.com.au

GABS 2014 Crazy brews, beer paddles, giant Jenga, roaming bands and then things start to get a little hazy. The one thing I do remember was it ended on a high. La Sirene’s ‘Praline’ proved to be my favourite of the day. Rich, chocolate nuttiness that meant a 30m taster just wasn’t enough. So amazing was the response to ‘Praline’ it became a La Sirene staple. The perfect dessert beer to cherish at the end of the night. Bottleshop 2020 Deciding on which stout to review and there was ‘Praline’, sitting there all shiny and new in a can. There was no question about it. Matte, dark brown in the glass, sparkling tan head, tart cherry on the nose....but..sour, bitter hazelnut, thin..where did my thick, sweet beer go? No one told me this wasn’t the ‘Praline’ I fell in love with. La Sirene have taken ‘Praline’ into new territory, well old territory for them, brewed in the manner of their Farmhouse Ales using open fermentation. And if sours are your thing, you’ll love it. They are not mine, so I did not. At least I have the memories. Hazy, beer toned memories all the same.

www.lasirene.com.au AHAVIC.COM.AU | 21

TAA (VIC) MEMBERSHIP UPDATE DOUGAL HOLLIS | GENERAL MANAGER | D.HOLLIS@TAAVIC.COM.AU

‘HATS OFF’ TO OUR HOTEL QUARANTINE HEROES! MELBOURNE’S ACCOMMODATION HOTEL SECTOR WERE QUICK TO ANSWER THE CALL OF THE DEPARTMENT OF HEALTH AND HUMAN SERVICES (DHHS) AND THE DEPARTMENT OF JOBS, PRECINCTS AND REGIONS (DJPR) WHEN RESPONDING TO THEIR NEED TO SECURE HOTEL ACCOMMODATION FOR RETURNING OVERSEAS TRAVELLERS, REQUIRED TO SELFQUARANTINE FOR 14 DAYS.

It is reported that over 20,000 returning travellers have been accommodated in Victorian hotel quarantine, since the program was established in late March 2020. This number includes passenger loads Melbourne has taken that were initially destined for other parts of our country – a case of Victoria leading the way, in an ‘hour of need.’ The availability of 28,000 hotel rooms across our state was established over just 48 hours in March. Almost half of these rooms were pledged by TAA and AHA (Vic) members. All properties contracted by DJPR to provide this community service have worked diligently to fine tune operational practices and ensure cleanliness and sanitisation remain central to their hospitality offer at a time our state is still in the grip of an unprecedented global pandemic. Importantly, this attention to detail has kept hotel staff and guests safe during these mandatory quarantine periods.

This includes instances where resourceful hoteliers sourced their own personal protective equipment and hand sanitiser direct from manufacturers, as hoarding behaviour exhibited by consumers rendered these items in short supply. Of course, not all returning travellers have been thrilled about the prospect of having to spend 14 days in hotel room isolation. Initial, perhaps unfounded, online criticism seemed to reflect some guests had an expectation of a ‘free hotel holiday,’ rather than a requirement to quarantine, for the ‘greater good’ of the community, as the health crisis continued to evolve.

how creative they have been to provide guests with three meals per day, on a typical budget allocation of $30 per person. Other variables that have complicated and increased cost of service delivery include the requirement for all food, necessarily, to be delivered via room service (clearly very labour intensive) and a consistently high number of dietary requirements that need to be catered for, some of which apparently change daily.

Not all available inventory required

These hoteliers have instead detailed aspects such as the improved mental health of their employees and supporting them to return to work during an unprecedented challenging time as major benefits of participation.

All hoteliers spoken to, who have participated in the program’s delivery, certainly reflect they haven’t done so for monetary gain. Appreciating the necessary tight fiscal management of the program by these government departments, hoteliers have detailed

It’s timely to note that not all hoteliers who graciously put forward hotel stock for consideration were contracted for service delivery. To ensure effective management of what essentially is a health crisis, Victoria’s State Control Centre (primary control

22 | HOTEL TODAY | JULY / AUGUST 2020

Andalou Agency / Contributor / Getty Images

centre for emergency management) determined that returning international travellers would be primarily housed in Melbourne CBD hotels, close to hospitals that were assigned to mitigate risk of the virus spreading and deal with COVID-19 cases, in the event there were outbreaks that need to be managed. Positive relationships – media reports unhelpful Hoteliers have broadly reported productive relationships with DHHS and DJPR staff they have interacted with when delivering this community service. They have however expressed concerns over the way COVID-19 positive cases are being reported in the press, when discovered in a hotel setting. Salacious headlines such as “Four new cases linked to hotel outbreak amid second wave fears” and “Hundreds of Melbourne hotel workers in quarantine as security guards test positive at Stamford Plaza Hotel” (there were 53 in total) unfairly give a public impression that hotels are unclean and unsafe. It should be noted that the vast majority of COVID-19 cases, discovered in a hotel setting, stem from contracted security or medical staff that the hotels have no control over vetting.

These headlines and resulting false impressions are damaging for these hotel brands, at a time of extreme economic stress and could result in the general public avoiding these properties, when travelling in the future. Judicial Inquiry Announced

3. Contractual arrangements in place between the above-mentioned parties; 4. Information, training, guidance and equipment provided to relevant personnel and whether this was followed or used;

The Victorian Government has recognised the “dynamic environment” under which the quarantine program was set up, including the need to ensure “the immediate safe return of Victorians from overseas areas impacted by the pandemic.”

5. Relevant policies, protocols and procedures applied by relevant personnel for COVID-19 quarantine containment, and

Jennifer Coate AO has been appointed to lead a Board of Inquiry into the COVID-19 Hotel Quarantine Program. The Inquiry will serve as the appropriate avenue by which the following matters will be addressed:

Hoteliers who have been involved in the provision of accommodation for returning travellers have been formally invited to share their observations on these matters as part of the Inquiry process.

1. Decisions and actions of Victorian government agencies, hotel operators and private service providers (PSPs), their staff and contractors;

Report findings from the Inquiry and any related recommendations need to be finalised and shared with Victoria’s Governor by no later than 25 September 2020.

6. Any other relevant matters to address points noted in items 1-5.

2. Communications between Victorian government agencies, hotel operators and PSPs relating to COVID-19 quarantine containment;

AHAVIC.COM.AU | 23

TAA (VIC)

E R U T A FE TAA (Vic) Member Spotlight In Response: COVID-19 It is undeniable that the start to 2020 was not the start to the year we imagined. However, despite the shutdowns, closure of borders, social distancing restrictions and the increased risk to the health and safety of the population, the hotel sector has been one of the most resilient industries throughout the pandemic. Hear stories of how TAA (Vic) members responded to the challenges and opportunities their hotel’s operations have faced throughout these unprecedented times.

INDULGE APARTMENTS The responses below were provided by Sarah Cox, Director, Indulge Apartments and Indulge Homes. What new hospitality offers have Indulge Apartments developed to attract post-COVID-19 domestic travellers at each of your properties? Are offers similar or different across the range of properties?

At Indulge Apartments, across all of our properties, we are offering reduced rates to attract travellers, we are offering the best rate guarantee when booking direct and flexibility is a focus with our booking conditions. Our greatest advantage we believe, is that we have always had “self-checkin” systems at all of our properties, with off-site reception to assist in any way, so we are really promoting the

24 | HOTEL TODAY | JULY / AUGUST 2020

“contactless” entry and exit of your accommodation still with the creature comforts of serviced accommodation. Being a border town that receives interstate travel from NSW and SA, have you faced any challenges relating to these travellers, the closure of borders and continuing Victorian COVID-19 restrictions?

Definitely! Through the initial restrictions, we were faced with the adversity of having to be selective with guests, ensuring they met the restrictions with being an “essential traveller,” some people just didn’t understand that “stay home” meant exactly that, so we had to decline a number of bookings that were just wanting to travel to visit family or to just “get out of the house”… albeit heartbreaking. We had to be “gate keepers” per se! We are now experiencing a second wave of cancellations sadly, especially from South Australian and Melbourne guests. What will you do to attract domestic travellers on both sides of the border and in SA once further travel restrictions ease? We will continue to offer highly competitive rates, ensuring “bang for your buck” and encouraging guests to book direct. We will also target our social media marketing campaign to target those specific areas. Another driving force for us, is to market Mildura as a tourism destination, we see part

of our role to be ambassadors for our fine region and showcasing the many wonderful activities there are to undertake and how to get the most out of your stay here. We will also be “selling” our “COVID cleaning.” Some regional towns have expressed concerns about domestic travel bringing COVID-19 into their community. What are you doing to reinforce confidence in your community, in regard to taking bookings from guests who may be travelling from ‘hot zones’ areas? This is something we take very seriously, as obviously we don’t want to risk anyone getting sick; us, our guests and our community. Since the updated “Melbourne hot zones” restrictions have come into play, we will not be accepting bookings from any guests that live in these areas. We have also publicly displayed our COVIDSafe signage everywhere to ensure that our guests are doing the right thing.

Apartments Mildura receive from domestic travellers and has there been an uptick in occupancy rates? Initially, we have a great blast of bookings which was really humbling and reassuring after all this downturn in business, especially for the long weekend. However, since the number of COVID-19 positive cases in Victoria has increased, we have seen a second wave of cancellations. We are remaining positive as this, we believe, will be our new norm for some time if not forever, because let’s face it, even when/if there is a vaccine for COVID-19, not everyone will get it, thus leaving the community susceptible. We are still seeing strong bookings, which is so pleasing and relieving. Let’s hope that we can all have a slice of the “domestic tourism pie”. Indulge Apartments T: 1300 539 559 www.indulgeapartments.com.au

Regional travel by Victorians increased significantly as overnight stay restrictions eased initially. What type of response did Indulge

AHAVIC.COM.AU | 25

TAA (VIC)

E R U T A FE

JACKALOPE The responses below were provided by Tracy Atherton, Group General Manager, Jackalope Hotels. What considerations were taken into account when Jackalope decided to close its doors during the peak of the pandemic? What were the biggest challenges you faced during the shutdown? When the government made the decision to close all restaurants, I had no alternative but to put Jackalope into hibernation. Our guests heavily rely on dining in our two hatted restaurants and it simply wasn’t an option to keep the hotel open and only offer room service. This was the hardest decision I have had to make in my career, I knew that with the closing of the hotel meant I had to stand down over 100 employees. At this stage JobKeeper wasn’t on the table which made the decision even worse.

There were a number of challenges during the closure, my primary concern was to ensure the safe and wellbeing of all of our staff. We have kept in constant communication with every member and am glad to say that we have only lost a handful along the way. Another concern and challenge was the safety of the property and its contents. I turned to using an outsourced security company as well as appointing a caretaker to sleep and take care of the hotel overnight.

We were allowed the opportunity to establish and launch our online boutique. This had been in the pipeline for a little while and has been really successful. When you announced the re-opening of Jackalope, what type of response did you receive from intrastate travellers?

During the shutdown period, given there was a lot of downtime, was there any new and exciting projects or offering that may be welcomed by Jackalope in the future?

After reaching out to our database and posting on social media the response was instant and incredible. We went out to market with a weekend package starting at $1600 per room and the first four weekends sold out in two days. We have pretty much sold out all weekends now until September. We were thrilled with the response.

During our three months of being closed, we completed a massive spring clean of all areas of the hotel. We also concentrated on general maintenance after a busy summer.

Given the current economic climate, will Jackalope be restructuring its hospitality offer post-COVID-19 or do you believe the market for luxury accommodation is still viable?

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Following on from my earlier answer, the market is clearly after a little bit of luxury right now. Guests want something different and are now willing to splurge as their overseas holiday is on pause indefinitely. I feel very lucky to run a regional luxury property right now! With gradual easing of COVID-19 restrictions, regional travel will be in high demand, given this will result in a competitive landscape across the accommodation sector, what is Jackalope doing to stand out against your competitors? We are very lucky that due to the regional location, being housed on a working vineyard and having two hatted restaurants on property we already stand out. We are building enticing accommodation packages to include the best of what the hotel has to offer. Guest can literally park their car and spend 48 hours with us without leaving the hotel. It really is a memorable way to spend a weekend in our back yard! Jackalope Hotel T: (03) 5931 2500 www.jackalopehotels.com

AHAVIC.COM.AU | 27

TAA (VIC)

E R U T A FE PEPPERS THE SANDS TORQUAY The responses below were provided by Guy Feest, General Manager, Peppers The Sands Resort Torquay. What challenges have Peppers the Sands Resort, Torquay (PTSRT) faced in the last four months as a result of COVID-19? What have you done to overcome these challenges? Initially the challenge was understanding the implications of the virus on hotel operations. We were able to access a wealth of resources through industry groups such as TAA (Vic) which helped allay many of the concerns the team had. The JobKeeper program has been key to our “survival” since its implementation. The initial financial requirements were a struggle, but once started, we have able to maintain the program. Educating guests/F&B customers and golfers/health club users was an involved process that took a little longer than anticipated to achieve the results necessary. Overall, though, the biggest challenge has been maintaining the physical and mental health and well-being of the entire team. It has been a very stressful time, but in true hospitality spirit the majority of the staff seem to have coped well. Not closing the resort meant that we were able to maintain relationships with the local community through our take away and locally famous coffee service – the support locals provided helped us greatly. Initial easing of travel restrictions resulted in increased demand for regional travel. How do you plan on capitalising on the return of domestic tourism? How will you stand out in the competitive market? Fortunately, PTSRT is located at the beginning of one of Australia’s most iconic attractions – the Great Ocean Road (GOR). Combined with a highly regarded golf course, our plan is to capture leisure travellers for whom this region is easily accessible (Melbourne being less than an hour away) and who might consider the GOR as a “must–do” either for the first time or to rekindle memories of earlier holidays they may

have had with their families. We also see significant potential for city dwellers who may not have the time for an extended holiday, but can make the trip down for the weekend – for the golf or for a walk along Whites Beach for the fresh air. We have also partnered with SaltAir Spas for privileges and benefits to resort guests that will enhance the weekend experience if golf is not quite their thing. Finally, we have always been a haven for surfers coming to the area and the world famous Bells Beach and Jan Juc areas. The restrictions on recreational outdoor sports would likely have had an impact on the operation at PTSRT. Now that golf is back on the agenda for many guests, has this had a positive impact on accommodation bookings and the number of people playing golf? There has been a huge impact on our golf business with the number of rounds of golf being played experiencing a more than 100 per cent increase for the same (non-COVID-19) period last year. Though mostly from golfers within a narrow radius of the resort, this has had a flow on impact to our accommodation and F&B facilities which has been very welcome. It has also given many people the opportunity to play the course who may not have done so before. Tied in with the annual subscription renewal/new member process that occurs at the end of every financial year, we see a very bright future for the golf operations at the resort. Do you have a COVIDSafe plan for your accommodation and golf operations? If so, what do these look like? The Victorian Government and industry bodies such as TAA (Vic) have been quite productive when it comes to providing guidelines and resources to help us navigate the situation and we have been very grateful for that support. At the same time, as part of the Accor family of hotels, we are participating in their ALLSAFE program – a package of resources created

28 | HOTEL TODAY | JULY / AUGUST 2020

through access to global resources that have provided very comprehensive guidance to us. Additionally, the majority of teammembers have also gone through the Victorian State Government “Operating a Hospitality Business in a COVID-19 Environment” training – not only reassuring guests of our commitment to providing a safe travel experience, but just as importantly, reassuring staff of their safety and well-being as well. Given, with an expected significant increase in intrastate travel, this year will likely be the year of the “staycation,” have you developed any new hospitality offers that will attract this market? One of our main attractions has always been as a memorable base from which to explore the GOR and further afield including the Grampians and the Ballarat region. A stay of one or two nights sets travellers in the right mindset for the exploration of the region and all it has to offer. Of course, if you are a golfer or even someone that just rejoices in the fresh air and small-town atmosphere that Torquay offers, we always have, and always will be one of, if not the best, choice for travellers to the region. Peppers The Sands Torquay T: 1300 737 444 www.peppers.com.au/sands

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OVARIAN CANCER AUSTRALIA

AS THE CHARITY ARM OF AHA (VIC), HOTELCARE RAISES AND DISTRIBUTES FUNDS TO WORTHY CHARITIES AND ORGANISATIONS. AT THE END OF LAST YEAR, THE HOTELCARE GOLF DAY TOOK PLACE AT THE VICTORIA GOLF CLUB AND RAISED A RECORD $600,000, WITH ALL THE MONEY GOING TOWARDS DESERVING

PROGRAMS AND CHARITIES. THIS IS ADDITIONALLY SUPPORTED BY HOSTPLUS THROUGH THE HOTELCARE COMMUNITY CARE PROGRAMME.

diagnosed with ovarian cancer. Our focus is to provide care and support for those affected by ovarian cancer; and represent them by leading change. Our vision is to save lives and ensure no woman with ovarian cancer walks alone.

Ovarian Cancer Australia is one of the charities which has benefited from HotelCare and the money raised at the recent Golf Day. Hotel Today spoke with Jane Hill, Ovarian Cancer Australia CEO, about the charity and how the money raised by HotelCare will help those affected by Ovarian Cancer.

Celebrating our 20th year in 2021, Ovarian Cancer Australia owes enormous gratitude to Sheila Lee – the first ovarian cancer advocate in Australia who campaigned tirelessly throughout her own illness to increase the community’s awareness of ovarian cancer. Sheila’s vision and commitment inspired the creation of our organisation.

HOW DID THE CHARITY START? Ovarian Cancer Australia was founded by people directly affected by ovarian cancer who wanted to raise awareness of the disease and support those who had been affected. This group included Nicole Livingstone OAM and her sister Karen Livingstone who lost their mother and aunt to the disease; Simon Lee, whose wife Sheila had been the first Australian ovarian cancer campaigner prior to her death in 2001; actress and comedian Lynda Gibson who was diagnosed in 2000 and subsequently lost her battle in 2004. Ovarian Cancer Australia is an independent national not-for-profit organisation, supporting women

30 | HOTEL TODAY | JULY / AUGUST 2020

WHAT IS OVARIAN CANCER? Ovarian cancer is a general term used to describe a cancerous (malignant) tumour. The ovaries are made up of three main kinds of cells – epithelial cells, stromal cells and germ cells. Each of these cells can develop into a different type of tumour. • Ovarian cancer has the lowest survival rate of any women’s cancer. The five year survival rate is just 46 per cent. • In 2020, approximately 1,500 Australian women are expected to be diagnosed with ovarian cancer and more than 1,000 will die from the disease – that’s four women

diagnosed and three women dying from ovarian cancer every day. • If diagnosed in its early stages, women have a 90 per cent chance of being alive and well after five years. Unfortunately, 75 per cent of women are diagnosed at an advanced stage, when the cancer has spread and it is difficult to treat successfully. • There is no early detection test for ovarian cancer and a pap smear (cervical screening test) does not detect ovarian cancer. WHERE DOES MONEY, LIKE THAT RAISED AT OUR GOLF DAY, GO TOWARDS? Money raised goes to: •A Helpline and Support groups staffed by Ovarian Cancer Nurses. Being able to talk with someone is important, as women diagnosed with ovarian cancer can often feel isolated and requests for support during the COVID-19 pandemic have doubled. •O ur free resilience kit provides upto-date information on all aspects of living with ovarian cancer. This resource is for women living with ovarian cancer, their family and friends.

•A dvocacy programs including the development of the Ovarian Cancer National Action Plan and our campaign work to ensure more is invested in high-impact ovarian cancer research. WHAT DOES THE CHARITY DO IN TERMS OF RESEARCH? Our research projects are key to helping us focus on key issues and provide better outcomes for women diagnosed with ovarian cancer. Recent research projects include: •T he ground-breaking TRACEBACK study to identify BRCA gene mutation carriers and potentially prevent ovarian and breast cancers among the Australian population. • I n August 2019 Ovarian Cancer Australia united with the Australian New Zealand Gynaecological Oncology Group (ANZGOG) and The Australian Society of Gynaecologic Oncologists (ASGO) and over 100 leaders in ovarian cancer to work on refining and refreshing the National Action Plan for Ovarian Cancer Research (NAP.) To be launched in July, the NAP sets out a roadmap for tackling ovarian cancer research to make a significant change for women now and future generations.

HOW DOES OCA HELP WITH THE CARE OF PEOPLE WITH THE DISEASE? Each day we work with woman with ovarian cancer and their loved ones so they don’t have to walk alone. We provide a range of support options for women diagnosed, their family and friends including our free Helpline, online support groups, tele-support, and support for younger women diagnoses as well as our OCA Connect Online Forum and webinars. We work closely with health professionals around Australia to ensure women diagnosed with ovarian cancer, their family and friends, have the information and support they need. WHAT PLANS DOES THE CHARITY HAVE GOING? We aim to make ovarian cancer a national priority and ensure that every woman diagnosed with ovarian cancer has access to individualised support from the point of diagnosis. HOW CAN MEMBERS DONATE/HELP THE CHARITY? People can help by educating themselves, knowing the facts, having conversations with others and creating awareness about ovarian cancer and donating if able to. Please visit www.ovariancancer.net.au for more information. ANYTHING ELSE YOU WOULD LIKE TO ADD? We were recently awarded Hesta “Organisation of the Year” which is a testament to our hard working team and the quality of service we provide.

AHAVIC.COM.AU | 31

PROPERTY INSURANCE MARKET UPDATE THE OUTLOOK FOR THE PROPERTY INSURANCE MARKET IN 2020 AND BEYOND WILL SEE INSURERS CONTINUE TO CLOSELY ANALYSE THEIR UNDERWRITING RESULTS ACROSS ALL CLASSES OF COMMERCIAL AND DOMESTIC PROPERTY INSURANCE. Insurers now have their focus firmly set on underwriting profitability not written premium volume due to increased catastrophe events and rising reinsurance costs. The remedial action being undertaken is not restricted to local insurers as Lloyd’s are also working on turning around their underwriting results. Furthermore, the first half of 2020 has not been a good one for insurers with bushfires, weather related events and the COVID-19 implications further increasing the number of claims and cost to insurers. It is predicted premiums and excesses will continue to increase in 2020 and 2021 and for commercial property risks considered by insurers to be non-hazardous and profitable with little claims activity, there may be some flexibility to cap the premium increases and negotiate excess options.

Property risks in the high hazard category or with an unprofitable claim’s history will in the short term continue to face double digit increases in the main.

We continue to see insurers reduce or withdraw their capacity on hotel property risks, regardless of whether the risk is considered hazardous/ non-hazardous. In some cases, even a long standing/profitable relationship for the insurer does not guarantee renewal terms being offered by the insurer. Such decisions are being driven by the insurer’s analysis we have already mentioned and is also impacted by cost and restrictions imposed by reinsurance arrangements.

carefully considered factoring in the greatest risks within the industry. Hotels face many exposures due to the variety of the services provided, and the team at Adroit understand that every hotel is different, with a number of varying exposures ranging from accommodation, bar sales, food service, gaming, through to live entertainment and bottle shops. Facility Summary a Industrial Special Risks (ISR) Policy Wording a Material Damage a Business Interruption

Adroit Property Hotel Facility

a Burglary and Theft

We are delighted to announce that we have now negotiated a Property Insurance Hotel facility for Victorian Regional and Country Hotels. The new facility is 100% underwritten by Lloyd’s with local claims management.

a Theft of Property in Open Air

The team at Adroit Insurance & Risk have developed a comprehensive property insurance solution for the Hotel Industry – all at a highly competitive rate.

a Signage

This property insurance solution was

a Removal of Debris

32 | HOTEL TODAY | JULY / AUGUST 2020

a Risk Management Survey a Money a Glass

a Accidental Damage a Extra Cost of Reinstatement

Operating since 1978, Adroit Insurance & Risk operate throughout nine regional and metropolitan locations across Victoria. Adroit’s team contains professionally trained risk advisers with extensive retail and members insurance expertise. Their high service standards and fully managed claims service means they are only a phone call away and able to take care of everything for you should the need arise. Their skills, knowledge and experience make them the Insurance Risk Adviser of choice for the Australian Hotels Association (VIC). If you would like to discuss any aspect of your Hotel insurance program, please contact our specialist Hotel risk advisers at Adroit Insurance & Risk on 1300 6923 7648 for a free health check on your Hotel insurance program. Have a Response plan if a staff member or customer tests positive for coronavirus (COVID-19) All Hotel businesses should have a response plan ready for the possibility of a confirmed case of coronavirus (COVID-19) at their premises. If a patron or staff member who is a confirmed case of coronavirus

(COVID-19) has attended your business while they are infectious, you will be contacted by DHHS. Consult with the DHHS on whether the business is required to close for a short period to facilitate cleaning and enable contact tracing. You will need to determine what areas of the business were visited, used, or impacted by the infected person. You will be required to clean and disinfect all areas that were used by the confirmed case (for example, dining areas, offices, bathrooms and common areas) and close off the affected area before cleaning and disinfecting. Open outside doors and windows to increase air circulation and then commence cleaning and disinfection, fully sanitise all areas of the site, paying particular attention to high touch areas. The venue should remain closed until this is completed

Any staff member who tests positive for coronavirus (COVID-19) should remain in home isolation until they have been notified by DHHS that they are no longer required to isolate. Staff who are determined as close contacts of a person with coronavirus should not come to work for 14 days after their last close contact and must quarantine themselves. Please respect the privacy of people with a confirmed case of coronavirus and treat their condition with understanding and compassion. Should you wish to speak to an Insurance Risk Adviser at Adroit Insurance and Risk 1300 MY ADROIT -

adroit.com.au

Where relevant, notify patrons and staff that they may have had contact with an infected person and encourage them to monitor their health and report any concerns to their healthcare provider and continue to work with DHHS to ensure that all appropriate preventative measures have been taken prior to reopening the business.

AHAVIC.COM.AU | 33

AHA (VIC) MEMBERS SPECIAL

5 TIPS FOR A PROFITABLE TAKEAWAY MENU Home delivery was on a pretty good trajectory before COVID, recent stats show it’s up nearly 200% - proving that it’s helped hospitality businesses to remain opened.

• P rovide partially assembled items and get people to put it together themselves.

4. INCREASE YOUR AVERAGE ORDER VALUE

• I nclude wet dishes like stir-fry’s and curries that will hold the heat better.

• Offer staples like milk and bread.

With uncertainty and restrictions continuing to affect operations and customer behaviour, takeaway is here to stay.

2. USE CONVENIENCE PRODUCTS (WHERE APPROPRIATE)

For those that do it well, this additional source of income could become a huge part of your ongoing successful business model.

Things like frozen vegetables, and sous vide products can help with consistent food costing and fluctuating business levels.

• Offer take-home or cook-at-home versions.

Find products you’re comfortable with and make them ‘yours’ by finishing and presenting your way.

5. GET THE WORD OUT

So here’s 5 tips for creating a profitable takeaway menu in your hotel. 1. CHOOSE THE RIGHT MENU ITEMS

Pre-prepared products can help reduce your food and labour costs.

Not all dishes work as takeaway. It makes more sense (and profit) to run two menus.

3. BE CLEVER WITH PACKAGING

• Items must be cost effective for the business and the customer. Customers expect takeaway to be cheaper. But you need to consider costs of packaging, and potentially delivery.

• L ook for packaging that provides air flow and heat retention. Paper and cardboard are better than plastic.

• Keep it short. You’re better off doing a few things that sell well. Take a look at your sales data and see what your best sellers are. • You want items that will arrive ‘home’ in good shape. Unfortunately some of the biggest sellers struggle with this, like fried chicken, burgers, chips… • Substitute for a better alternative, like ‘chunky chips’ instead of ‘french fries’. (Chips are crucial - they are the second most important factor in customer choice).

Packaging for best food quality

• Have sides and snack items. • Tap into the ‘personalisation’ trend with affordable add-ons. • Bundle items into a ‘meal deal’.

• Have a ‘free delivery minimum’ (ideally slightly above your AOV).

Hospitality is a local business, and community sentiment is higher than ever, so now is the perfect time to promote your business. • Got a list? Email them. If not, it’s never too late to start. • Social media profiles? Let everyone

Black Rhino Group – know Employer of Choice what you’re up to. If not, get a

• P ack your bag hottest/heaviest on the Dean Normington, bottom to lightest on top.Operations Manager for the Black Rhino Group talks about why have a focus on training and the benefits they’ve seen.

page up and start posting. As our skilled employees improve, they are encouraged

to take on more responsibilities in the venue. 3 of our last appointments to Venue Managers were part of the AVTES

program. That alone speaks volumes. • Atraining good old ‘mailbox drop’ will be A culture of knowledge and confidence means we are effective atbuilding theblocks moment. putting down the for a business that can

focus is to deliver exceptional •H ave a systemBlack forRhino’s people who are service and position itself as the best offer in the local area. We identified three focal points; packing. A checklist or diagram makes it • Physical and capital improvements to each of our sites promote from within, and therefore focus on expanding make them welcoming, safe and family friendly. knowledge. As a position of responsibility becomes easy for staff. • toProvide the best products and services in all facets of we have the team to fill the roles, and have • Gavailable et some signage – even if it’s just a our business which include entertainment, gaming, food and beverage.

confidence in them being able to manage our business.

• Create a highly skilled staff and management team to It’s hard to put into true dollarout figuresthe what the training sandwich board front. Packaging for food takesafety the business forward. has done for us, but when you have skilled, confident

employees that can interact and engage customers, recommend products, up sell and improve the overall

customerlike experience it is priceless. to take your If you’d assistance • T here will be ongoing concern around AVTES’ service is, in a word, exceptional. From the first takeaway offerAVTES to we the level moment we engaged havenext found them to be get in food safety. Present food cleanly in AVTES provides us with a great training program that is great communicators, diligent in their processes and they email self-paced and can cover all levels of skill in our business. touch.via have provided high level alex@avtes.com.au, training for all our students. sealed bags toIndemonstrate an industry that strugglesyour to retain staff, we can offer opportunities within each of our businesses Black Rhino, through it’s engagement as our phone 0418 730 409, orof AVTES registering at commitment tofurther hygiene. as staff get a better grasp on all areas of operations. It preferred training provider, has seen a relationship that provides us again with the opportunity to become an has us well on our journey to attain our goal of being an employer of choice by offering formal accreditation in our www.avtes.com.au/free-apprenticeships employer of choice in the hospitality industry. industry. www.avtes.com.au To become an employer of choice We identified AVTES as a company we wanted to align with. To provide excellent training programs that upskill our leaders in the first instance, and make us an employer of choice.

After the initial roll out of training we were encouraged by the new skills attained by our staff and a higher standard of service being delivered to our customers. When our customers have a great experience at any one of our hotels it engages them, and builds a relationship that will assist in growing our business.

and improve your staff performance, retention and customer experience get in touch with AVTES now.

Chris Fitzgibbon | Managing Director 0477 771 334 | chris@avtes.com.au

AHAVIC.COM.AU | 37

KENO IS BACK FOR MORE ‘KRAKEN’ GOOD TIMES It’s time to let your customers know their favourite game is back, and just how safe and easy it is to play. And Keno has all the tips and tools to get the ball rolling.

After a long absence due to COVID-19 closures, it’s time to re-engage with customers about one of the nation’s mostloved pub entertainments, Keno. Government restrictions in the easing phases of lockdown impose challenges across many facets of hotel operations, but Keno is a breeze offer within safety guidelines. To assist venues in reinvigorating Keno, among existing tools, Keno’s trade marketing team has put together a new suite of assets to let customers know Keno is available and can be played easily and safely. Since 22 June, Victorian pub customers have been permitted

38 | HOTEL TODAY | JULY / AUGUST 2020

to purchase Keno from all locations where terminals are accessible within a pub without restriction, once Keno has been reactivated by the venue. For venues that have not yet reactivated Keno, it’s as simple as following the re-opening instructions and completing the Keno Re-opening Checklist on Keno Connect (www. kenoconnect.com.au), after which Keno terminals will be activated within one business day. So, once your pub has been reactivated, how can you get Keno buzzing again? Here’s some tips on how to start the ball rolling.

Educate customers on how they can play While Keno is now available, there are some guidelines and safety practices venues need to follow to ensure compliance with the latest government advice. Most notably, to comply with current health restrictions, Keno caddies and stationery should not be displayed in any front of house areas until further notice to avoid the spread of COVID-19. Instead, it is recommended venues provide customers with their own Keno stationery from stock held in a back of house area. “Even with restrictions around display of caddies, your pub can offer Keno and be fully compliant with government guidelines while keeping customers safe,” explains Keno’s Head of Retail Brian Laws.

“Even with restrictions around display of caddies, your pub can offer Keno and be fully compliant with government guidelines while keeping customers safe.”

“The easiest is for customers to simply use your Keno Self Service Terminal or an operator terminal, where they can either use a Keno game card to place their bet or give their bet verbally to the operator. “Your staff are also permitted to offer and provide your customers with Keno game cards” says Laws. Utilise the new Kraken marketing assets To assist your hotel to share important messages with customers about the safety of playing Keno and how Keno is available to them during the re-opening period, Keno has developed a suite of digital artwork featuring Keno’s exuberant brand ambassador, Ken the Kraken. Venues can easily download a range of digital and print marketing assets via the Toolkit section of Keno Connect. These include venue nightlife and advertising screens in both landscape and portrait; social media tiles for Facebook, Twitter and Instagram; as well as A4 posters, which can be printed and displayed in venue

BRIAN LAWS

customers need to fill out a game card – and make it easy for staff to offer Keno via table service. The kits include a Keno Wallet, which explains how to play, and provides a simple three-step conversation starter for staff when taking orders from bistro customers. The first step is simply to introduce the game, the second step is to introduce and hand over the wallet, and the third is to explain where the game card can be processed.

“The wallet provides an easy way to play, reduces barriers to entry like finding the right tickets and pencils, and offers customers a way to pass the time while waiting for meal,” according to Bzdega. “Keno has always been a game that customers love to play while waiting for a meal to come out or as part of the fun of dining out with family or friends. “With caddies not able to be placed on tables, it’s a great opportunity for your staff to introduce customers to the game by providing them with Bistro Kits after they’ve been seated.” Build your own promo If your venue has not yet run one of Keno’s customisable promotions, there’s never been a better time. These invenue marketing solutions allow venues to design their own promotions and schedule them when it suits. “Running a Keno promotion will give your venue an opportunity to reconnect with your customers and reward them for coming back to their favourite game,” says Bzdega.

“However, if you’re ready to take even more control of promoting Keno in your pub, the Keno marketing team can create whatever digital assets you want,” says Ralf Bzdega, Keno’s Senior Manager of Retail Delivery.

“Importantly, they give venues the ability to plan ahead and slot in Keno promotions to fill promo calendar gaps. Programming flexibility has the flip-side benefit of creating less conflict with other supplier promos.”

Should your team require other messages, digital or formats, it’s as easy as emailing the specifications to kenocommunications.com.au, and the team can deliver assets to suit your requirements.

Hotels can ‘build their own’ promo, including selecting the prizes, entry mechanic, promotion dates, and point of sale items and print quantities, which they can even co-brand with their own logo.

Hand out Keno bistro kits

For further updates about Keno, please visit Keno Connect or, if you can’t find the information you need on Keno Connect or have venue-specific questions, please email kenocommunications@tabcorp.com.au.

The safety guidelines around non-display of Keno caddies presents an ideal opportunity for venues to explore using Keno’s free Bistro Kit wallets, which incorporate all the things

AHAVIC.COM.AU | 39

H&L EMPOWERS PUBS TO MAKE A SUCCESS OF THE RECOVERY WE’RE ENTERING A BRAND-NEW WORLD IN THE HOSPITALITY INDUSTRY, AND IT’S BECOMING CLEAR WHICH SUPPLIERS ARE BEST EQUIPPED TO HELP PUBS NAVIGATE THE RECOVERY PERIOD. Take H&L, for instance. Based in Adelaide, they’ve been providing POS solutions to the hospitality industry for over 30 years. With venues still closed or only partially open, a greater emphasis has been placed on the ability for the food service industry to offer delivery, takeaway and order at table services. It’s for this reason that H&L’s OrderNow feature has become increasingly popular. The super-fast route to online food delivery and pickup Like so many hospitality business owners, Ian and Leah Sloan of Berry Spring Tavern were floored when the COVID-19 restrictions were introduced. “I was probably like so many other business owners, in absolute disbelief and sent into a frenzy,” said Leah.

Thankfully, it took nothing more than an email from the H&L team to help Berry Springs continue their operations during lockdown. Not long after implementing OrderNow, Berry Springs Tavern accepted over $3,500 in online sales. H&L’s new feature enabled them to remain connected to a loyal customer base who clearly wanted to continue enjoying the pub’s food at home. OrderNow can be implemented incredibly quickly, which has proven vital for the establishments that have signed up to the service. Within a matter of days, they’re able to begin taking online orders thanks to an accessible, intuitive customer journey that takes place entirely on smartphones. OrderNow integrates seamlessly with H&L’s POS and back-of-house platform, providing an efficient workflow for staff with immediate kitchen printing and kitchen display monitors.

40 | HOTEL TODAY | JULY / AUGUST 2020

Promoting contactless dining experiences With social distancing measures likely to continue for the foreseeable future, pubs across Australia are looking at ways to minimise contact during the booking, arrival and dining process. H&L’s BookBook platform is ideally suited to this new world. Giving pubs the ability to collect online bookings, BookBook is proving as popular as OrderNow in 2020. There are no commissions for reservations, and the platform enables customers to pay deposits at the time of booking, thus reducing contact at the point of arrival and helping the pubs maximise the number of diners it can serve. H&L understands the critical requirements for each food and beverage operation and has staff in every state of Australia to provide direction and advice as you grow and as the market changes. For more information, please contact sales@hlpos.com.

WILLIAM ANGLISS TEAM UP WITH UNITING AGEWELL

SEVEN COOKERY STUDENTS ARE STARTING THE NEW CERTIFICATE III IN CATERING OPERATIONS TO SUPPORT THEIR CAREERS WORKING IN THE AGED CARE SECTOR. Working with Uniting AgeWell, Vigneesh Selvaraja is pursuing his passion for baking and cooking. “As a cook and chef since 2013, I have wanted some additional training so was thrilled when my employer sponsored me to do this,” Vigneesh said. “I am hoping to be head chef and manage my own kitchen in the near future - as I will have the skills to be able to help someone else within the industry to perform in an effective and safe manner.

“This course combines cookery and aged care aspects into the syllabus. This training is important as we all know aged care is an ever growing industry where we will all need to know the basics and advanced knowledge to prepare food for the elderly, especially catering to their dietary needs and allergies.” Student Daeanna Sutton is one of a group of cooking students doing the course as part of her employment with Uniting AgeWell. “As we look after the residents it is important to look after our residents and know about the dietary requirements as well,” Daeanna said. Certificate III in Catering Operations (Release 1) is tailored to meet the growing needs of the Aged Care Longevity sector and sets a new

benchmark for quality training within the industry. Participants will train with some independence using plans, policies and procedures to guide work activities covering nutrition, presentation and food textures. If you are currently working in the industry and are looking to formalise your skills, are a school leaver or new hospitality industry entrant looking to work in Aged Care Longevity, this course is for you. William Angliss Institute is a recognised industry leader and specialist centre. Our expert instructors are dedicated to delivering a course that will provide you with quality outcomes. For more information visit angliss.edu.au

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New Hotel Members HOTEL NAME

SUBURB

CONTACT

LICENSEE

Albert Park Hotel

Albert Park

Timothy Fitzgerald

CLG Pty Ltd

Bendigo Hotel

Collingwood

Guy Palermo

Bendigo Hotel Collingwood Pty Ltd

Blackwood Hotel

Blackwood

Robert Van Zyl

Blackwood Resurrection Pty Ltd

Brandon Hotel

Carlton North

Prue Grant

The Long and Short Catering Event Company Pty Ltd

Bright Velo

Bright

Tim Briggs

N/A

TAA (Vic)

Condah Hotel

Condah

Darren Dyson

Drink Shed Pty Ltd

Hamilton

Courthouse Hotel Ararat

Ararat

Brian Gleeson

Brian Gleeson

Dargo Hotel

Dargo

Steve Hall

Dargo Pub Pty Ltd

Bairnsdale

East Brunswick Hotel

Brunswick East

Joanne Didier

EBH Leasehold Pty Ltd

Brunswick

Edwards Tavern

Wodonga

David Flavell

Flav Trading Pty Ltd

Wodonga

Element Richmond

Richmond

Harry Singh

N/A

Richmond

Elephant and Castle Hotel

Geelong

Mario Gregorio

Elephant & Castle Geelong Pty Ltd

Erica Hotel

Erica

Judy Riddiford

David Pyne

Freight Bar & Restaurant

Ballarat

Christopher Sargent

Freight Ballarat Pty Ltd

Ballarat South

Geelong Hotel

Geelong

Matthew Dyer

MD Hotel Group Pty Ltd

Geelong South

Glenn Perriam & Guy Lawson Hotel Group

Fitzroy

Glen Perriam

N/A

Group

Hobsons Bay Hotel

Williamstown

Brenton Lang

N/A

Williamstown

Holmes Hotel

Moonee Ponds

Jacob Bettio

The Lot Group Pty Ltd

Hotel Granya

Granya

Gary Paxton

N/A

Kalkallo Hotel

Kalkallo

Freddy Garafalo

Kalkallo Hotel (Vic) Pty Ltd

Kimberley Gardens Hotel

St Kilda East

Warren Slabe

N/A

50 | HOTEL TODAY | JULY / AUGUST 2020

DIVISION Port Melbourne / Albert Park Collingwood / Abbotsford Castlemaine / Maryborough Carlton

Ararat

Geelong South Warragul

Essendon / Flemington Wangaratta / Benalla Essendon / Flemington St Kilda / Brighton

HOTEL NAME

SUBURB

CONTACT

LICENSEE

Lambys Tavern

Geelong

Heath Flanagan

Lascombe Pty Ltd

Logan Pub

Logan

Keith Turner

Keith Turner

Maisonnets

N/A

Mark Hodge

N/A

TAA (Vic)

Melbourne Marriott

Docklands

Girish Talreja

N/A

TAA (Vic)

Minor Hotels

Melbourne

Loralee Fernandez

N/A

Melbourne / East Melbourne

Morning Star Hotel

Williamstown

Darren Dean

Well Played Tours Pty Ltd

Mount Elephant Hotel Motel Derrinallum

Trevor Forbes

Mitiamo Pastoral Company Pty Ltd

Murrayville Hotel

Murrayville

Daryl Lewis

N/A

National Hotel Clunes

Clunes

Jen & John Hind

AllRich Pty Ltd

National Hotel Coleraine

Coleraine

Priscilla Woodforth

Pricol Pty Ltd

Naughtons Hotel

Parkville

Ryan Moses

Black Swan Hotels Pty Ltd

Nelson Hotel

Nelson

Neil Shelton

G.A. & D.J. Fry Pty Ltd

Hamilton

Poowong Hotel

Poowong

Fiona Cox

Foxhall Pty Ltd

Warragul

Quarry & Catle Hotel Group North Melbourne

Sarah Panneels

N/A

Group

Ringwood Lake Inn

Ringwood

Neena Signh

N/A

TAA (Vic)

Royal Hotel

Inglewood

Margie Clark

N/A

Bendigo West

Shamrock Hotel Alexandra

Alexandra

Gerard Credlin

Gerard Credlin

Alexandra / Healesville

Snake Valley Royal Hotel

Snake Valley

Michelle Dixon

Rawde Pty Ltd

Ballarat North

Teller

Brunswick

Melaine Aldred

Vanald Pty Ltd

Brunswick

Terminus Hotel Wycheproof Wycheproof

Guy Ford

Mallee Entities Pty Ltd

The Bower Tavern

Jamie Williams

JVCM Pty Ltd

Cohuna

DIVISION Geelong South Birchip / Charlton

Williamstown Polwarth Ouyen / Mildura Ballarat North Hamilton Essendon / Flemington

Birchip / Charlton Rodney AHAVIC.COM.AU | 51

New Hotel Members HOTEL NAME

SUBURB

CONTACT

LICENSEE

DIVISION

The Castle Hotel

North Melbourne

Sarah Panneels

Tass Group Pty Ltd

The Cricketers

Port Melbourne

Nick Allardice

The House of Wine & Food Pty Ltd Port Melbourne / Albert Park

Hote Springs

Warrnambool

Stephanie Wilson

N/A Warrnambool

The Drake Tavern

Pakenham

Christopher Wilson

J.B. Pakenham Pty Ltd

Warragul

The Firehouse Hotel

Ringwood

Nick Allardice

Bon Fire Hotel Pty Ltd

Hawthorn / Kew

The Grace Darling Hotel

Collingwood

Maurice Manno

Grace Darling Hotel Pty Ltd

The Inn Hotel

Geelong

Matthew Dyer

MD Hotel Group Pty Ltd

The Quarry Hotel

Brunswick

Stephen Kyriacou

The Quarry Hotel Group Pty Ltd

The Sebel Yarrawonga

Yarrawonga

Nicole Murphy

N/A

The Standard Hotel

Fitzroy

Paul O’Bree

The Standard Hotel Company Pty Ltd

The Victoria Apartments

Port Fairy

Jane Gapes

N/A

The Villager

Mt Buller

Nick Allardice

Bon Fire Hotel Pty Ltd

The Yardz Hotel

Geelong West

Carol McTigue

Mrs CM Who Pty Ltd

Union Hotel Heathcote

Heathcote

Alan Thornton

Maryanne Farrell

W Melbourne

Melbourne

Kerrie Mulholland

N/A

Melbourne / East Melbourne

Waterfront Melbourne

Docklands

Teresa

N/A

Melbourne / East Melbourne

Wilsons Hotel

Horsham

Chris Harrison

Gayrob Nominees Pty Ltd

Horsham

Yarragon Hotel

Yarragon

Renee Kemp

Renee Kemp

Warragul

North Melbourne

The Deep Blue Hotel and

52 | HOTEL TODAY | JULY / AUGUST 2020

Collingwood / Abbotsford Geelong South Brunswick Wangaratta / Benalla Fitzroy TAA (Vic) Alexandra / Healesville Geelong North Seymour

New Partners

Cardtronics

Dolphy

HungryHungry

The Card Network

Founded in 1993, Cardtronics is globally recognised as the largest independent cash management solution provider in the world – offering cash and financial services to consumers through our extensive network of automated teller machines in the most convenient locations, around the globe.

DOLPHY is a leading brand of various hotel hygienic products who generate a customer loyalty by providing customers the best hygienic solutions & services with optimal added value in everything we do.

HungryHungry is an integrated Order@Table technology offering comprehensive solutions for the hospitality industry.

The Card Network has partnered with AHA VIC to launch The Pub & Bar Gift Card. The first gift card of its kind dedicated to the pub and bar industry is now available online and at Woolworths and allows venues to tap into $1.2bn gift card market.

Cardtronics believes in making access to cash - convenient, safe, and reliable where people shop, work and live. Cardtronics is at the convergence of retailers, financial institutions, and the customers they share. Cardtronics offers a widely diversified range of products and services to fulfil the needs of various business situations. Benefits for using Cardtronics • Increase operational efficiencies • Automated services enabling focus to be on customer’s experience and less on operations • Future proofing business providing greater value to current and future customers • Focus on your cash management and distribution strategy instead of day to day ATM management • Utilise in house staff and facilities more efficiently • Removes the burden of managing multiple vendors

We strive to make your workplace a safer, cleaner and healthier one, supplying you with a wide variety of products to buy online that are built to last and help provide a dust and germfree environment, including magnifying mirrors, soap dispensers, automatic hand dryers, jet hand dryers, toilet tissue boxes, automatic sensor taps, baby change stations, aerosol dispensers, hairdryers, hand paper towel dispensers, toilet paper roll dispensers.

Australian owned and operated, HH offer development of ordering platforms (digital menus) that service Order@Table (in venue ordering) Delivery, Drive and Pick up (online ordering). Offering over 100 backend platform functions, HungryHungry is a game changer in defining your patrons in house or online ordering experience. Thus far, the team here at HungryHungry have been humbled to help venues throughout Australia pivot and transform their businesses to be online in their desired capacity.

The gift card can be accepted at all pubs and bars that have eftpos (physical cards) or MasterCard (digital cards), there is nothing extra you need to do. No fees, no setup required. Your customers simply swipe the card or tap & pay using their mobile wallet via your payment terminal and you will receive 100% of the funds.

Our partner venues have generated incredible sales figures, are able to rehire, retain staff and create opportunities for local suppliers.

Our Cardtronics team are champions of cash and provide unparalleled cash management solutions.

AHAVIC.COM.AU | 53

AHA (Vic) Partner Directory ACCOUNTING & BUSINESS ADVISORY SERVICES ShineWing Australia www.shinewing.com.au Tim Stillwell tstillwell@shinewing.com.au 03 8635 1861

BDO www.bdo.com.au/en-au/home Gary Douglas Gary.Douglas@bdo.com.au 03 9603 1888 Charman Partners www.charmanpartners.com.au David Gow david@charmanpartners.com.au 03 9878 8200 Pacific Business Partners www.pacificbusinesspartners.com.au Alistair Jarvis alistair@pacificca.com.au 0412 811 702

ALCOHOL BEVERAGE SUPPLIERS Asahi Premium Beverages www.asahipremiumbeverages.com Andrew Grenville Andrew.Grenville@asahi.com.au 0408 004 815 Carlton & United Breweries www.cub.com.au Tim Powell tim.powell@cub.com.au 03 9420 6468 | 0417 416 050 Coca-Cola Amatil www.ccamatil.com Chris Strong chris.strong@ccamatil.com 0427 348 382 Diageo Australia www.diageo.com Robert Cooper robert.cooper@diageo.com 03 9947 7100 Lion www.lionco.com Matt Windsor matthew.windsor@lionco.com 03 9277 5826 | 0417 262 270 Treasury Wine Estates www.treasurywineestates.com Neil Grant neil.grant@tweglobal.com 0412 107 764

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Australian Liquor Marketers (ALM) www.almliquor.com.au Jeremy Goodale jeremy.goodale@almliquor.com.au 03 8368 6333

ARCHITECTURE / INTERIOR DESIGN BSPN Architecture www.bspn.com.au Luke Ponti luke@bspn.com.au 03 8412 3400

ATM AND EFTPOS CASH OUT SUPPLIERS BANKTECH Group www.banktech.com.au Lisa Stocker lisas@banktech.com.au 0403 396 758 NEXT Payments www.nextpayments.com.au John Bakker jbakker@nextpayments.com.au 0418 500 868

ATM SERVICES Cardtronics Australia Pty Ltd www.cardtronics.com.au Nick Atkins nick.atkins@cardtronics.com.au 0434 180 991

BANKING SERVICES Bank of Melbourne www.bankofmelbourne.com.au Dean Cleary clearyd@bankofmelbourne.com.au 0413 875 241

BEVERAGE DISPENSING EQUIPMENT Lancer Beverage Equipment www.lancerbeverage.com Dean Ferraro dferraro@lancerbeverage.com 03 8336 1844 | 0423 557 576

AHA (Vic) Partner Directory BOOKKEEPING

OnTap Hospitality www.on-tap.com.au Freddie Deegan freddie@on-tap.com.au 03 8779 6505

BUILDING MATERIALS Bunnings www.bunnings.com.au Laura Downes ldownes@bunnings.com.au 0439 852 394

CLEANING SERVICES Command 51 www.command51.com.au Stephen Milne smilne@command51.com.au 0403 744 444

KADD Facility Group www.kaddfacilitygroup.com.au/ Nick Bailey nick.bailey@kaddfg.com.au 03 9545 5759

COFFEE SERVICE

Genovese www.genovese.com.au Adam Genovese adam@genovese.com.au 03 9383 3300

COMMERCIAL FINANCE

Berkeley Capital Partners www.bcpartners.com.au Wal Constable wal.constable@bcpartners.com.au 03 9347 4154

DIGITAL COMMUNICATIONS AND VIDEO WALLS Cloud Copy Click www.cloudcopyclick.com.au Jack Galloway jack.galloway@cloudcopyclick.com.au 1300 136 069

DIGITAL MARKETING

Impact Data www.impactdata.com.au Sarah Franklyn sarah.franklyn@impactdata.com.au 03 9827 7790

EMPLOYEE MANAGEMENT SOFTWARE Found U www.foundu.com.au Marco Agostini marco@foundu.com.au 0410 977 976

ENERGY Aussie NRG www.aussienrg.com Max Haas max.h@aussienrg.com 1300 440 224 | 0417 733 686 Trans Tasman Energy Group www.tteg.com.au Craig Marschall cmarschall@tteg.com.au 1300 118 834 ENERGIS www.energis.com.au Steven Field steven@energis.com.au 03 9376 7001 | 0418 317 170 Leading Edge Energy www.leadingedgeenergy.com.au Madonna Ghajar m.ghajar@leadingedgeenergy.com.au 1300 852 770 | 0448 085 631

ENERGY DRINK Red Bull Australia www.redbull.com.au Marlon Hastwell marlon.hastwell@au.redbull.com 03 9647 7402 | 0423 799 371

EVENT STAGING Encore Event Technologies www.encore-anzpac.com Catrina Bennell catrina.bennell@encore-anzpac.com 0408 679 958

FOOD SERVICE DISTRIBUTORS PFD Food Services www.pfdfoods.com.au Paul Everard Peverard@pfdfoods.com.au 03 9756 2275 University Food Group www.universityfood.com.au Alex Marcocci sales@universitymeat.com.au alex.marcocci@universitymeat.com.au 03 9347 6933 | 0412 361 815

AHA (Vic) Partner Directory FURNITURE & REFURBISHMENT SPECIALISTS Strand Hospitality Furniture www.strandhospitalityfurniture.com.au Rob Lens rob@strand.furniture 03 9763 5222 | 0422 049 355 Core Hospitality Furniture www.corehospitalityfurniture.com.au Chris Hindson & Jessica Weng sales@corehospitalityfurniture.com.au 03 7000 6120

GAMING Tabcorp www.tabcorp.com.au Paul Carew carewp@tabcorp.com.aua 03 9868 2428 | 0439 398 761

GAMING MACHINE MANUFACTURERS

Aristocrat www.aristocrattechnologies.com Matt McCarroll matt.mccarroll@aristocrat.com 03 9644 1000 | 0438 457 246 Konami www.konami.com/en/ Matt Stuart stuart0307@konamigaming.com 0419 245 023 IGT Australia www.igt.com.au Theo Toklis theo.toklis@igt.com 03 8588 5972 | 0434 476 964

GAS SUPPLIER (CYLINDER & BULK) Supagas www.supagas.com.au JasonSimmonds@supagas.com.au Jason Simmonds 0419 366 877

GIFT CARDS

The Pub & Bar Card www.pubandbar.gift Richard Hewitt richard@tcnpayments.com 0409 417 277

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HOSPITALITY AGENCY I Need A Chef www.ineedachef.com.au Damien Fear damien@ineedachef.com.au 0412 567 771

HOSPITALITY EQUIPMENT SOLUTIONS Food Service Machinery Michael Walker www.fsm-pl.com.au MWalker@fsm-pl.com.au 0419 574 154

HOSPITALITY TECHNOLOGY– DIGITAL MENU / ORDER@TABLE HungryHungry www.hungryhungry.com Mark Calabro sales@hungryhungry.com 0419 351 278 Mr Yum www.about.mryum.com Kim Teo kim@mryum.com 0423 289 668

HOTEL AND COMMERCIAL BATHROOM ACCESSORIES Dolphy Australia www.dolphy.com.au Nik Ghelani nik@dolphy.com.au 0405 323 003

IMMIGRATION ADVICE & PROCESSING Absolute Immigration Services www.absoluteimmigration.com Ben Reid benr@absoluteimmigration.com 03 9827 3721

INSURANCE

Adroit Insurance Group www.adroitig.com.au Craig Love craigl@adroitg.com.au 03 9816 2174

AHA (Vic) Partner Directory LEADERSHIP & TEAM DEVELOPMENT OMC - Facilitation and Training www.omc-group.com.au Damien O’Malley damien@omc-group.com.au 0402 146 059

LIQUOR, GAMING, & PLANNING LAWYERS BSP Lawyers www.bsplawyers.com.au Alison Elverd aelverd@bsplawyers.com.au Elizabeth Priddle epriddle@bsplawyers.com.au 03 9670 0722 Wisewould Mahony www.wisewoulds.com.au Tony Joyce tony.joyce@wisemah.com.au Paul Ryan Paul.Ryan@wisemah.com.au 0418 393 535

LIQUOR BUYING GROUPS United Innkeeper Association Thirsty Camel/ Liquor $avers/Drink Link www.thirstycamel.com.au Adrian Moelands adrianm@thirstycamel.com.au 0408 871 629

MEDIA The Age www.theage.com.au Marina Caccavari mcaccavari@fairfaxmedia.com.au 0439 773 584

MUSIC SOLUTIONS Nightlife Music www.nightlife.com.au Jeremy Sproull jeremys@nightlife.com.au 1800 679 748

OIL MANAGEMENT SYSTEMS Cookers Oil www.cookers.com.au Robbie Coccaro rcoccaro@cookers.com.au 0447 474 425

OUTDOOR HEATING SOLUTIONS Thermofilm www.thermofilm.com.au Greg Trezise g.trezise@thermofilm.com.au 0402 127 375

OUTSOURCED ACCOMMODATION SERVICE PROVIDER LUXXE www.luxxe.com.au Craig Coughlin craigc@luxxe.com.au 03 9203 4995 | 0407 005 267 AHS Hospitality www.ahshospitality.com.au Gemma Jordan gjordan@ahshospitality.com.au 03 8629 1230 / 0455 363 299

PAY TV Foxtel for Business www.foxtelbusiness.com.au Scott Wiedemann scott.wiedemann@foxtel.com.au 0428 423 745

PLANTSCAPING Plant Image www.plantimage.com.au Len Thrower len@plantimage.com.au 03 9466 4734 | 0418 366 545

PRINTING SERVICES

NEO www.neo.com.au Franco Dissegna franco.dissegna@neo.com.au 03 8809 2500 New Creation Print www.newcreationprint.com.au Jennifer Snell Jennifer@newcreationprint.com.au 03 8561 4023 | 0418 171 534

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Black Rhino Group – Employer of Choice

AHA (Vic) Partner Directory Dean Normington, Operations Manager for the Black Rhino Group talks about why have a focus on training and the benefits they’ve seen.

Black Rhino’s focus is to deliver exceptional service and position itself as the best offer in the local area. We identified three focal points; • Physical and capital improvements to each of our sites to make them welcoming, safe and family friendly. • Provide the best products and services in all facets of our business which include entertainment, gaming, food and beverage. • Create a highly skilled staff and management team to take the business forward.

As our skilled employees improve, they are encouraged to take on more responsibilities in the venue. 3 of our last appointments to Venue Managers were part of the AVTES training program. That alone speaks volumes.

POINT OF SALE SYSTEMS

TOBACCO SUPPLIER

Vectron Systems It’s hard to put into true dollar figures what the training www.vectron.com.au has done for us, but when you have skilled, confident employees that can interact and engage customers, James Verlaque We identified AVTES as a company we wanted to align recommend products, up sell and improve the overall with. To provide excellent training programs that customer experience it is priceless. jamesv@vectron.com.au upskill our leaders in the first instance, and make us an employer of choice. service is, in a word, exceptional. From the first 03 9328 8222 | 0426 227 040 AVTES’ moment we engaged AVTES we have found them to be

British American Tobacco Australia www.bata.com.au Nicholas Booth nicholas_booth@bat.com 0414 783 608

AVTES provides us with a great training program that is self-paced and can cover all levels of skill in our business. In an industry that struggles to retain staff, we can offer further opportunities within each of our businesses as staff get a better grasp on all areas of operations. It provides us again with the opportunity to become an employer of choice by offering formal accreditation in our industry.

H & L Australia www.hlaustralia.com.au Jimmy Seeto jimmys@hlaustralia.com.au After the initial roll out of training we were encouraged by the new skills425 attained 679 by our staff and a higher standard 0406 of service being delivered to our customers. When our

customers have a great experience at any one of our hotels it engages them, and builds a relationship that will assist in growing our business.

RECYCLING SERVICES

A culture of knowledge and confidence means we are putting down the building blocks for a business that can promote from within, and therefore focus on expanding knowledge. As a position of responsibility becomes available we have the team to fill the roles, and have confidence in them being able to manage our business.

great communicators, diligent in their processes and they have provided high level training for all our students. Black Rhino, through it’s engagement of AVTES as our preferred training provider, has seen a relationship that has us well on our journey to attain our goal of being an employer of choice in the hospitality industry. To become an employer of choice and improve your staff performance, retention and customer experience get in touch with AVTES now. Chris Fitzgibbon | Managing Director 0477 771 334 | chris@avtes.com.au

TRAINING AVTES www.avtes.com.au Chris Fitzgibbon chris@avtes.com.au 0457 771 334

Closed Loop www.closedloop.com.au Chris Purcell cpurcell@closedloop.com.au 03 9684 4664

William Angliss Institute of TAFE www.angliss.edu.au Brendan Clennett brendan.clennett@angliss.edu.au 03 9606 2447

REFRIGERATION

The Hotel School www.hotelschool.scu.edu.au Vashti Silver vashti.silver@scu.edu.au 02 8249 3217

United Refrigeration www.unitedrefrig.com.au Eddy Kazmarek eddy@unitedrefrig.com.au 03 9357 1401 | 0418 540 705

Typsy www.typsy.com Emily Marr emilym@typsy.com 03 5955 4245

SECURITY & SURVEILLANCE Excell Security www.excellsecurity.com.au Benny Kaushal benny@excellsecurity.com.au 1800 239 235 | 0433 313 751

VALUERS & PROPERTY CONSULTANTS Charter Keck Cramer www.charterkc.com.au Tony Close tony.close@charterkc.com.au 03 8102 8873 | 0407 510 025

SNACKFOOD SUPPLIER The Smith’s Snackfood Company www.smiths.com.au Wayne McConnell wayne.mcconnell@pepsico.com 0412 806 907

VISUAL ENTERTAINMENT SOLUTIONS Big Screen Video www.bigscreenvideo.com.au Craig Thomson craig@bigscreenvideo.com.au 1300 BIG SCREEN | 0418 531 802

SUPERANNUATION HOSTPLUS www.hostplus.com.au Jane Sheridan jsheridan@hostplus.com.au 03 8636 7897 | 0428 385 863

WORKCOVER/ WORKERS COMPENSATION

TELECOMMUNICATIONS

Gallagher Bassett www.gallagherbassett.com.au Barry Oliver barry_oliver@gbtpa.com.au 03 9297 9108|0407 515 893

Telstra Business Centre Bendigo www.telstra.com.au/Telstra/Business Jack Galloway jack.galloway@tbccentralvic.com.au 0437 380 333

CORPORATE 58 | HOTEL TODAY | JULY / AUGUST 2020

PREMIUM COMMERCIAL

We’re an industry super fund. Profits go to members, not shareholders and that means more money for your employees’ future. From their first job to their last.

Hostplus. We go with you. Issued by Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 as trustee for the Hostplus Superannuation Fund (the Fund) ABN 68 657 495 890, MySuper No 68 657 495 890 198. This information is general advice only and does not take into account your personal objectives, financial situation or needs. You should consider if this information is appropriate for you in light of your circumstances before acting on it. Please read the relevant Hostplus Product Disclosure Statement (PDS), available at www.hostplus.com.au before making a decision about Hostplus. INH1216 0620

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