345364 AHA_HT FebMar25_eMAG v3

PRESIDENt’s message

What a great run of weather we enjoyed here in Victoria over the holiday season. This along with some incredible sporting events, Melbourne has been abuzz with activity. Coupled with strong accommodation numbers, many in the industry have reported strong trade.

I also acknowledge some members who were affected by fire activity. We will support them in every way possible and understand that the effects of such events, particularly when your drawcard is natural beauty, can take years to recover.

The start of the year is a time to be optimistic – we must be, despite the barriers and challenges ahead.

The cocktail party to commence the Parliamentary year is always well attended by our elected representatives and their staff. The Christmas period provides them the opportunity to refresh and re-focus. Our job is to ensure that they are aware of our agenda and provide a platform for us to work together – to promote and protect this industry. Success relies on confidence – customers’ confidence to spend and operators’ confidence to invest and employ. Those in power have a responsibility to instil that confidence, and we need a committed opposition to hold them to account.

The looming Federal Election will dominate the media and be cause for public debate. I would like to highlight three key areas of reform we seek.

DAvid canny | president

2. FBT Reform Business operators should be allowed to claim a tax deduction and GST inputs on meal and beverage entertainment for their workers. This could be capped on a per-employee basis to avoid abuse. Why shouldn’t a boss be able to take their workers to a pub and not be subject to FBT? That privilege should not just be afforded to the Collins Street Boardrooms.

3. Migration Ensure a pipeline of overseas workers to fill the gaps where a skilled Australian worker cannot be found.

I encourage all members to have a close look at the extensive training and member engagement calendar planned by the team. From Pubs, Pots and Profits touring the regions, Women in Hotels, Pubovation in Perth, Young Guns and HospoFuture Leaders to training and compliance these all provide an incredible opportunity to network and learn, but require you to invest and plan ahead to ensure you develop and retain your team.

Our next industry wide fundraiser is for the Royal Children’s Hospital Good Friday Appeal. Please keep an eye out for the opportunities it provides us to fundraise together to really make a difference.

I wish you great trade.

1. Beer and spirits tax relief This is a lazy tax imposed on our industry twice a year, for the last 35 years, equalling 70 automatic increases! Our ask is not massive. A 40% reduction on kegs and spirits served into a glass.

An on-premise relief measure because our venues are the safest places to consume alcohol, providing a vital social occasion and employment of people.

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David Canny President Australian Hotels Association (Vic)

Member of the Victorian Legislative Assembly, Brad Battin

AHA (Vic) CEO Paddy O'Sullivan

AHA National President David Canny

aha (VIC)

COCKTAIL PARTY

Deputy Premier of Vitoria, The Hon. Ben Carroll

l-r: Danny O'Brien, Ben Carroll, Natalie Suleyman, Brad Battin and David Canny

SouthTrade International's Margarita Bar

Live BBQ Station from The Green Egg

HOTEL TODAY | 5

CEO’S UPDATE

As we enter the new year there are numerous challenges for our industry ahead, but also many opportunities to look forward to.

Victorians, interstate and international visitors were out in force over the holiday period enjoying our vibrant hospitality offerings, with tourism data up from last year, and we want to build on that momentum to make sure 2025 is up across the board.

In politics, the Federal Government is looking for interest rate relief before heading to an election in the first half of 2025, and early state by-elections in Werribee and Prahran on February 8th will provide indicators of the political mood in Victoria.

The Allan Government’s December reshuffle announced a new Minister for Casino, Gaming and Liquor Regulation, Enver Erdogan. Minister Erdogan retains his previous portfolios of Corrections, Youth Justice and Victim Support. AHA (Vic) has already met with the new Minister and looks forward to working closely with him over the course of this term of government.

AHA (Vic) will continue to work with Government and Opposition, and advocate for common-sense positions on key issues such as less regulatory burden, simpler and appropriate licencing, sensible gas policy for hospitality, gaming policy that achieves objectives without harming venues, and policy certainty to provide industry confidence and drive investment.

PADDY O’SULLIVAN | CEO

Pubs With Purpose Pubs have always been a supporter of charity, and there are none more important than the annual Good Friday Appeal, raising funds for sick kids at the Royal Children’s Hospital (RCH).

The Pubs with Purpose campaign will support venues to raise funds for the RCH from February all the way till April 18th. There are no leaderboards this year, and no donation amount is too small or too big. All venues and individuals are welcome to make a donation by simply clicking a few buttons.

Pubs are invited to create an online fundraising page which can capture all of the funds raised in one place in aid of sick children and their families.

When you register your Pub, make sure you name your fundraising page after your Pub so that your customers can find you and donate to your page.

Cheers,

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

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Oscars Hotel & Café Bar, Ballarat BEST TRADITIONAL PUB ACCOMMODATION

Audreys The Continental Sorrento BEST RESTAURANT - METROPOLITAN

Royal Hotel Drouin BEST BISTRO - REGIONAL

Mövenpick Hotel Melbourne on Spencer BEST SUPERIOR ACCOMMODATION

The Grand Hotel Warrandyte OUTSTANDING COMMUNITY SERVICE & ACHIEVEMENT

Dorsett Melbourne ALL ABILITIES HOTEL ACCOMMODATION DIVISION

Jackalope Hotels, Merricks North BEST LIFESTYLE/RESORT STYLE ACCOMMODATION

Kickon Group BEST HOTEL GROUP OPERATOR

HOTEL TODAY | 9

Troy Patterson

MEMBERSHIP UPDATE

Membership Executive – AHA (Vic)

Raising the Bar: How “The Rusty Gurnard” Refurbishment is Bringing the Community Together"

After months of careful planning and hard work, The Rusty Gurnard has reopened its doors, bringing a fresh new look while maintaining the heart and soul of a true local pub. This renovation is more than just a facelift—it’s an investment in the community, creating a welcoming space where locals can come together, share a drink, and enjoy great hospitality.

With a modernised bar, refreshed dining areas, and upgraded outdoor spaces, the pub now offers a more comfortable and enjoyable experience for everyone.

Whether it's families catching up over a meal, mates watching the footy, a cold beer after a great days fishing, The Rusty Gurnard is once again the social hub it was meant to be.

Beyond aesthetics, the refurbishment also brings tangible benefits to the local economy. More jobs, support for local suppliers, and a boost in foot traffic help strengthen businesses in the area.

Community events, live entertainment, and special nights are all part of the plan to make the pub a true gathering place for all.

With its new look and renewed energy, The Rusty Gurnard is ready to serve the community for years to come—offering great food, cold drinks, and good times in an atmosphere that feels like home.

It was great to catch up with both Adam and Justin to get a true understanding of the process and what drove them to reopen The Rusty Gurnard

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THE RUSTY GURNAD

What prompted you to undertake the renovation?

My wife Michelle and I love Port Welshpool and have had a home there for just over 4 years. When the pub came up for sale, we thought it would be a terrific next stage for our lives. We approached our friends, Justin and Christie Leppitsch, to do the project with us and once the sale was done and permits were in place, we got started.

Did you have a clear goal in mind for the renovation (e.g., increasing patronage, improving functionality, or enhancing the venue's aesthetic)?

To be honest, our first goal was just to get the place open for locals to enjoy once again!

When we got started, the renovation was actually quite daunting and we knew it was going to be quite an investment to get it going again. The building is just over 30 years old and had been left dormant for approximately 3.5 years of that period, during which time it suffered an incredible amount of damage due to vandalism, neglect and extensive leaking. Most of the operational equipment associated with the kitchen and bar were past their use by date, and the old timber bar itself was rotten. Once the demo and some critical repairs were completed, we met as a team to set some budgets and discuss what type of vibe we wanted to bring to the building, which was to really lighten it up to give it a beach side, rustic open feel. Our team’s note to ourselves over and over throughout the process was to create a place “where the locals feel at home and visitors feel welcome”.

We have pretty much left the flow and floor space of the building as it was, while trying to make better use of the upstairs area. We wanted to maintain the building’s original character lines whilst lightening the colour scheme internally and bringing in a fresh nautical theme and finishes that complimented the new name – The RUSTY Gurnard.

As we all know, Port Welshpool is one of the most beautiful places, and we are so fortunate that The Rusty Gurnard is right on the water. We added new outdoor areas so customers can choose to enjoy the area and everything it offers even more.

Seared Seafood with Basil Saffron Cream, Prosciutto Flaks and Angel Hair Pasta

Serves 10 Preparation time 20 minutes Cooking time 15 minutes 200g thinly sliced prosciutto 100g Dairy Farmers Salted Butter 8 cloves garlic, crushed 500ml pinot grigio or chardonnay wine 500ml Dairy Farmers Cooking Cream pinch saffron threads sea salt and freshly ground black pepper, to taste 700g cleaned green tiger prawn cutlets 700g scallops with roe, side-muscle removed 700g calamari hoods, cut into rings 25g fresh basil, shredded 600g angel hair pasta, cooked small basil leaves, for garnish

Method 1. Cook prosciutto at 200°C for 5-8 minutes until crisp and break into flakes.

2. Melt 50g of Dairy Farmers Salted butter in a large frypan and sauté garlic until just golden, add wine and reduce by half.

3. Add Dairy Farmers Cooking Cream and simmer until thickened.

4. Add saffron and season.

5. Melt remaining butter in two sauté pans and sear seafood until just cooked.

6. Stir in shredded basil and Saffron Cream.

For Serving Portion pasta into a nest in the centre of each plate. Carefully top with seafood in saffron cream. Garnish with prosciutto flakes and basil leaves.

Creamy Mushrooms Pour

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FEATURE

“I’VE ALWAYS BELIEVED IN CREATING THE KIND OF EXPERIENCE I WOULD LOVE TO HAVE MYSELF.” ANITA HODDER

Some three and a half hours away from Melbourne, in the heart of Bairnsdale, a small-town pub achieved something truly remarkable in 2024. The Mitchell River Tavern’s cocktail bar, The Mitch, won the coveted title of "Best Specialty Bar" at the 2024 State Awards for Excellence. While this recognition celebrates the bar’s outstanding service and atmosphere, it also tells a larger story of passion, perseverance, and the power of reimagining hospitality in a regional town.

The woman behind this success is Anita Hodder, Venue Manager of the Mitchell River Tavern. When Anita joined the tavern in 2015, it wasn’t with dreams of transforming a venue or creating an award-winning bar. Her background was in bookkeeping, having spent over a decade working in accounting. The role at the tavern began as a part-time job, but it quickly grew into a full-time commitment. Within a year, Anita had taken the reins as venue manager, driven by an innate passion for customer experience and a desire to make the tavern a welcoming space for the Bairnsdale community.

Anita’s management philosophy was simple but powerful: treat the business as if you’re the customer. “I’ve always believed in creating the kind of experience I would love to have myself,” Anita said. “That means attention to detail, a warm welcome, and exceeding expectations wherever possible.” This approach resonated not just with customers but with the staff, who felt inspired to uphold the same high standards.

The idea for The Mitch emerged during a casual conversation. The tavern’s TAB space had been sitting empty for years, and Anita saw an

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THE M ITCH

opportunity to fill a gap in the local market. “Bairnsdale has plenty of great pubs, but what it lacked was a sophisticated cocktail bar—something you’d expect to find in Melbourne but wouldn’t think of seeing in a regional town,” she explained. Inspired by the intimate and stylish bars of Melbourne’s laneways, Anita embarked on a five-year journey to bring her vision to life.

The transformation of the space was as ambitious as it was meticulous.

Anita enlisted Angela from Peach Interiors to design a venue that would feel both luxurious and welcoming. Gold-plated shelves were installed to display an impressive array of spirits, while Italian tiles and 3D

Mitchell River Tavern wins Best Specialty Bar

wallpaper added depth and sophistication to the room.

Soft, ambient lighting and plush seating created an intimate atmosphere, making The Mitch the perfect spot for date nights, celebrations, or simply unwinding after a long day.

Opening the bar was a labour of love, marked by setbacks and delays. Yet, when The Mitch finally opened its doors, it was an instant success.

The bar’s curated cocktail menu became a talking point.

Each drink is crafted with a touch of flair, ensuring that every visit feels special. “We wanted every detail to reflect quality,” Anita said. “From the ingredients in our cocktails to the way our staff engage with customers, it’s all about creating an experience that people remember. A great summer drink is this cross between a Raspberry Sour and the Coca Cola lollies, the bottle ones. Yeah, that's exactly what it's mirrored on and our guests love it.”

After the win, Anita says that The Mitch’s reputation quickly spread, drawing locals and visitors alike. It became its own destination, attracting patrons who might not have otherwise ventured into Bairnsdale. The announcement of the venue winning "Best Specialty Bar" award at the 2024 State Awards for Excellence is one that she describes as surreal and deeply rewarding. “To be recognised at this level is a huge honour,” she said with tears in her eyes. “It’s a testament to the hard work of our team and the support of our community.”

For Anita, the award is more than just a trophy—it’s a source of pride for the entire town. “Bairnsdale is a small community, and this win puts us on the map,” she said. “It shows that regional venues can compete with the best and that great hospitality isn’t limited to the city.”

Beyond the accolades, Anita hopes The Mitch serves as an inspiration for others in the industry. “It’s easy to focus on the challenges, especially in hospitality, but if you have a clear vision and you’re willing to work for it, incredible things can happen,” she said.

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FEATURE

“30 KGS OF RABBIT SOLD THE WEEK AFTER WINNING CHEF OF THE YEAR.” RORY BROWN

Rory Brown never sought the spotlight. A humble country chef with a passion for local produce and bold flavours, Rory’s philosophy has always been about letting his work speak for itself. But when he was named “Chef of the Year” at the 2024 State Awards for Excellence, the recognition brought a wave of excitement and a moment of reflection for the Five Flags Hotel’s head chef.

Winning the award didn’t just shine a light on Rory’s talent; it put his pub and its signature dishes on the map. “I had a lot of locals coming in, which was probably the best thing about it,” Rory shared. “During the first two weeks after the win, I calculated we sold over 30 kilos of rabbit ragu, one of my best dishes.”

The newfound attention pushed Rory to dive even deeper into his culinary passions. “As soon as I got back to work, I started running specials I really loved—my greatest hits menu,” he explained. From rabbit confit to wild goat and kangaroo, Rory showcased the game meats and unique flavours he’s long been known for. “It was well-received, even if the media attention was a bit daunting for a country boy like me.”

For Rory, the award carried a deeply personal

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significance. “I’ve always focused on using local producers and those game meats. That’s just been my style,” he said. But over the years, his focus has shifted to mentoring his team.

“I’ve been training apprentices and building an environment where people feel supported.

So I wasn’t aiming for an award—it was such a surprise. It made me stop and realise how far I’ve come. A country boy from the bush achieving something like this? It’s a moment where you have to pat yourself on the back.”

The journey to Chef of the Year wasn’t one Rory undertook alone. He credits Paul, his boss and close friend, with encouraging him to step forward. “Paul was the driving force. I’m not the guy who stands on the soapbox and says, ‘Look at me.’ But Paul pushed me, and I’m so thankful for that. When it came time to prepare, we just focused on continuous improvement—finding those one-percenters to make every dish better.

Whether it’s tweaking a sauce or refining a technique, it’s about always looking for ways to improve.”

The Five Flags Hotel menu is a testament to Rory’s dedication to balance—honou ring traditional pub fare while incorporating modern techniques. “Even with something as basic as

a chicken parma or a burger, we go all in. The chicken is filleted and crumbed in-house, and the mince for our burgers comes from the local butcher. It’s about getting the basics right and then building from there,” Rory explained.

But it’s his innovative dishes that truly set the Five Flags apart. From a 14-hour slow-cooked lamb served with lamb-fat potatoes and Greek salad to duck shank spring rolls paired with red curry mayo and five-spice, Rory’s menu combines comfort with creativity. “We sell bucketloads of those duck spring rolls,” he said with a laugh. “They push boundaries a bit, but at their core, they’re still approachable.”

Working at the Five Flags for almost a decade, Rory has seen the pub grow from a small-town staple to a destination dining spot. “When I started, the pub was closed two days a week, and the menu had maybe six items,” he reminisced. “Now, we’re open seven days and have a menu that blends history with modern flair.”

One of Rory’s favourite parts of his job is reinventing classic dishes. “On our last menu, we had sprout sourdough toast with pulled beef cheek, burnt onions, and parsnip purée—a play

Food spread at Five Flags Hotel

Warral honey Panna Cotta on meat on toast. We’re always looking for ways to breathe new life into traditional dishes.” For upcoming menus, he’s eyeing nostalgic desserts like golden syrup dumplings and a twist on the classic choc ripple cake.

Pulled 14 hour beef cheek

Rolled Roast Pork belly

Rory’s culinary style is deeply tied to his rural roots and the community he serves.

Events like the local antiques fair bring hundreds of people to the area, turning the Five Flags into a bustling hub. “It’s crazy how busy we get during the fair—serving hundreds of meals in a weekend for a tiny pub like ours. But it’s what we’re here for.”

Reflecting on his journey, Rory is proud of what he’s built at the Five Flags Hotel and the recognition it’s earned. “This award isn’t just about me—it’s about the team, the local producers, and the community that supports us. It’s proof that even in a small town, you can achieve something big.”

For those lucky enough to visit the Five Flags Hotel, Rory’s dishes offer more than just a meal—they’re a celebration of tradition, innovation, and the heart of regional Victoria.

JUDGING FOR THE 2025 STATE AWARDS FOR EXCELLENCE COMMENCED ON FRIDAY, 10 JANUARY, AND WILL RUN UNTIL MONDAY, 3 MARCH 2025.

Voting for the highly anticipated People’s Choice Award is now open!

We encourage all nominated venues to actively engage their patrons by utilising the provided graphics pack, which has been sent to the email address registered with their nomination.

DON’T MISS THIS OPPORTUNITY TO RALLY SUPPORT AND SECURE VOTES FROM YOUR LOYAL CUSTOMERS!

HOTEL TODAY | 19

Melbourne Airport

Although combined domestic and international visitor spending across Victoria has reached record levels at $39.7b (vs. $31.6b and 26%, up on 2019) and, importantly, overnight visitor stays have returned to 2019 levels (156.2m, 2024 vs. 156.4m, 2019), total visitor numbers are down 4% year on year and 10% on 2019 levels (86.9m vs. 96.8m).

Tourism Research Australia reflect that ongoing weakness across Australia’s economy is adversely impacting tourism results, as domestic travel demand in some categories falls amid ongoing economic headwinds. Consumers have tightened spending and diverted more into savings, as a precautionary measure, as they prepare for potential further economic volatility. This trend is

reflected in the fact that domestic visitor numbers have declined 6% nationally, compared to the same period last year. International recovery is making up the shortfall, especially for Melbourne.

Domestic overnight travel spend (both intrastate and interstate) is significantly up on 2019 levels $22.76b (+38%), however only marginally up on the 2023 equivalent (+1%). Conversely, travel spend by international overnight visitors has returned to prepandemic 2019 levels at $8.8b and, impressively, up 57% on 2023 levels. Unsurprisingly, these trends are reflected in passenger numbers that passed through Melbourne Airport, across the Q3, 2024:

Passengers

July 2024

International

1,001,202

+9%

922,916

+8%

983,158

+10%

Domestic

2,042,539

+1.7%

1,962,992

-0.4%

2,016,129

+0.4%

Total (excl. transits)

3,043,741

+4%

2,885,908

+2.4%

2,999,287

+3.3%

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August 2024

September 2024

Key data observations Key observations from quarterly Tourism Research Australia Q3, 2024 domestic and international traveller data are summarised below: Victoria’s tourism sector has broken a new record to reach $39.7 billion in visitor spend for the year ending September 2024, marking a solid 8% year-on-year increase despite economic challenges impacting tourism results nationally, due to softening in the domestic sector.

• The slowdown in domestic tourism has disproportionately impacted regional Victoria compared to Melbourne.

• Melbourne continues to lead the country in interstate spend regaining a portion of the lead that Sydney had recently reduced.

Melbourne recorded interstate overnight spend of $8.1 billion compared to $6.6 billion in Sydney, taking its lead to $1.5 billion.

Melbourne also held its lead position as the city with the most interstate overnight visitors in Australia with Sydney still trailing (5.9 million vs 5.5 million).

• Total visitor numbers declined by 4% year-on-year and remained 10% below 2019 levels, driven by an 8% drop in domestic daytrips, likely reflecting tighter consumer spending.

• Domestic overnight holiday spend and visitors have increased year-on-year (up 8% and 7% respectively), however spend relating to visiting friends and relatives (VFR) and visitor numbers declined, reflecting softening in this category.

• Positively, international overnight spend has fully recovered to its pre-pandemic level of $8.8 billion, with international visitors back to 83% of the 2019 result, reinforcing good growth momentum within this sector.

• Domestic overnight business spend declined year-on-year (-7%), despite a 6% increase in visitors, highlighting a more cautious approach to corporate spending. However, the number of domestic overnight business visitors remained 15% below 2019 levels.

Total tourism spend in Victoria increased in the year ending September 2024 compared to the year ending June, while other states experienced declines.

• This trend highlights how challenging economic conditions are adversely affecting tourism outcomes across the country (visitors declined 6% nationally).

• Victoria remains the third highest generator of tourism spend in Australia, behind New South Wales and Queensland.

Declines in domestic daytrips have weighed down domestic results, driving an overall weakening of domestic visitation, with evidence that reduced consumer spending is negatively affecting key tourism markets.

• Domestic visitors decreased by 5% year-on-year, driven by an 8% decline in daytrips. While interstate overnight visitation remained flat, intrastate overnight visits increased by 4%, suggesting that some consumers are opting for more affordable local travel options as they face cost-of-living pressures.

• Further evidence of shifting domestic travel behaviour includes shorter stays and reduced trip spending, underscoring a trend toward more cost-effective trips. This highlights that, despite economic pressures, consumers remain eager to travel, albeit in a more budget conscious way.

International spend has fully returned to 2019 levels at $8.8 billion, with 10 of the top 15 markets back above 2019 spend results. International nights have also fully recovered and were just above the 2019 result at 75.4 million.

China was Victoria’s most valuable source market which generated $2.6 billion in spend, more than the next six markets combined!

China has also returned to become Victoria’s top ranked market for visitors at 341,300 which was back to 51% of the 2019 result The Indian market continues to perform strongly with nights (+28%), visitors (+16%) and spend (+8%) all well above the 2019 results. India was Victoria’s second most valuable source market and generated spend of $590 million.

Vietnam has improved its ranking to become Victoria’s 5th top market for spend.

Outbound travel continued to grow strongly, as Australians show a growing preference for overseas destinations following a long absence. The volume of Australian residents travelling overseas (short-term) in the year ending September 2024 was up by 17% year-on-year.

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PARTNERS

POWER UP KENO SALES, SMILES AND SUCCESS IN VICTORIAN HOTELS IN 2025 Victorian hotels are set to shine in 2025, with strong results so far in FY25 paving the way for continued growth and success in the new year. Building on this momentum, the industry is poised to embrace new opportunities, driving innovation and delivering exceptional experiences for customers statewide.

Get ready to light up 2025 with Keno – the fun numbers game that Australians know and love – bringing excitement, growth and community spirit to Victoria’s hotels.

Now is the time to embrace the possibilities Keno brings to Victorian hotels. With engaging gameplay, enduring popularity, and tools designed to amplify winnings, Keno isn’t just a game – it’s a catalyst for success right into the new year.

player loyalty, turning occasional customers into regulars,” he said.

• Keno Replay: This feature lets players easily replay their favourite set of numbers from previous games. It’s a seamless way to boost customer satisfaction while encouraging repeat purchases, making it a win-win for players and venues alike.

A growing powerhouse in Victorian hotels According to Mark Ryan, Keno’s Victorian State Licenced Venue Manager, Victorian hotels experienced a surge in Keno’s popularity firsthand during the first half of FY25, with ticket sales climbing steadily, proving its broad appeal among customers of all demographics.

“Meanwhile, digital turnover from venuealigned players continues to shine, underscoring the importance of the seamless integration between in-venue and online playing options. Hotels are perfectly positioned to capitalise on this momentum by offering tailored experiences that cater to both techsavvy players and traditional enthusiasts.”

Mr Ryan explained there were two standout tools that could help Victorian hotels drive even greater success into 2025: Keno Replay and Keno Bonus.

“Both not only enhance the player experience but also encourage higher ticket sales and

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For hotels looking to enhance their Keno offerings, now is the time to seize the opportunity. Contact your Business Development Manager to explore how Keno can support your hotel’s success in 2025.

Strategies for Keno success in 2025 Victorian hotels can leverage Keno’s momentum by implementing these strategies:

“This growth is reshaping the experience in venues across the state, driven by strategic marketing efforts and an enthusiastic player base that keeps coming back for more,” he said.

“Interestingly, Spot 4 has emerged as a standout performer during this time, showcasing the highest growth among all spot types. Perhaps players see this as a sweet spot when seeking a balance between odds and exciting prize opportunities.

“As Keno continues to evolve and innovate, Victorian hotels are well-positioned to grow their position. With plans for more customer engagement, enhanced player experiences and strategic partnerships, the future looks promising.”

• Keno Bonus: For customers looking to multiply their winnings, the Keno Bonus tool is a game-changer. By ticking the ‘Bonus’ box on their Keno Classic game card, players can multiply winnings.

Looking forward Keno’s success in Victoria is not just about the numbers — it’s about building a thriving community of players who find joy and excitement in the game.

“The collaborative efforts of Victorian hotels, their staff, and Keno have not only propelled the game to new heights but have also created a vibrant and thriving community of players,” Mr Ryan added.

“Importantly, this success is translating into tangible benefits for hotels with Keno delivering venue commissions.

1. Promote Features: Use customer engagement and in-store displays to highlight Keno Replay and Bonus, emphasising how easy and potentially rewarding the features are.

2. Celebrate Winners: Share stories of local winners to build excitement and attract more players using assets on Keno Connect. Personal success stories resonate deeply with customers.

3. Enhance Digital Engagement: Embrace Keno’s omnichannel model that provides hotels with an opportunity to benefit from digital commissions.

4. Educate Staff: Equip team members with the knowledge to explain Keno’s features confidently. Enthusiastic and informed staff can significantly enhance the player experience.

5. Create a Buzz: Use local area marketing campaigns to draw in crowds and keep the excitement alive throughout the year.

Need a simple communications solution for your venue?

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HOSPITALITY REDEFINED SAVOURING UNIQUE GUEST EXPERIENCES THE MELBOURNE PLACE WAY!

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MR MILLS

A destination to experience Melbourne’s vibrant soul, Melbourne Place offers urban lifestyle accommodation, exemplary dining experiences and contemporary retailers in the heart of the city.

The unveiling of an eagerly awaited Melbourne landmark development is complete as Melbourne Place opened its doors to guests, just in time for the bustling summer season.

Situated at 130 Russell Street, Melbourne Place is a celebration of everything ‘quintessentially Melbourne’ - fusing together state-of-the-art accommodation, award winning design, high functionality, world-class dining and event experiences and boutique retail activations.

The hotel features contemporary textures, tones and shapes, with every touch point a moment to savour artistry.

The elegant hotel suites, with bespoke finishes and furnishings, afford guests an intimate front-row view of the evolving cityscape. Rooms have been carefully curated to offer guests unparalleled stays, with a range of room, suite and penthouse options available to ensure

Guest Lounge

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Horizon Suite Bath

a restful stay. Level one plays host to a variety of meeting and event spaces catering to weddings, corporate events, private dining and product launches. The Emerald event space, with a capacity of 166 sit down and 300 cocktail, is contemporary, light filled and sophisticated. It features a rare gem among Melbourne event spaces—an open-air terrace overlooking Russell Street below, capturing the electric energy of the city. For more intimate occasions, Melbourne Place offers three further event spaces, ideal for hosting elevated board style meetings and private dining.

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Hatted Young Chef of the Year Nicholas Deligiannis is at the helm of the hotel’s culinary program including the rooftop restaurant, Mid Air, sitting on level 12 of the hotel. Deligiannis serves delicately curated menus in the events spaces, and indulgent in-room dining options for in-house guests. Ross and Sunny Lusted of Sydney’s Woodcut and the legendary Aman Resorts have unveiled a new and original concept to the ground floor dining room, Marmelo and basement bar, Mr Mills. Marmelo draws inspiration from the coastal cuisines of Portugal and Spain, capturing the essence of Iberian flavours, reimagined through fresh Victorian produce.

Highly respected Executive General Manager, Tracy Atherton, formerly Jackalope Hotels Group General Manager, oversees a talented and creative team who, collectively, endeavour to deliver levels of service and venue excellence not yet experienced in the Melbourne market.

The vision - a design-forward culinary hub encapsulating the essence of Melbourne and offering a captivating destination for locals and visitors alike.

Atherton reflects “Melbourne Place will redefine the Paris-end precinct of Melbourne. Neighbouring the city's best restaurants, bars, nightlife and retail, it will

Mid Air Terrace

Horizon Suite Bedroom 1

What guests are saying… very positive early signs!

“Perfect location, funky décor, great service and quality rooms, with comfy beds!”

“A really beautiful hotel.”

“The food was delicious!

Reception staff very nice and professional.”

“Impeccable design, showcasing a meticulous eye for detail.”

URBAN

be the place to be, providing guests with a unique lifestyle and cultural experience situated among the best offerings in the city. It is the ultimate location to experience the pinnacle of Melbourne's life and spirit.”

Melbourne Place is an independent 191-room luxury hotel. The project was undertaken by Merricks Capital and constructed by ADCO. The designers behind the project are internationally recognised architects, Kennedy Nolan.

The three-year project encompassed the demolition of three existing buildings and construction of a two-level basement and 14 level hotel on Russell Street.

“A delightful place to stay.

Fabulous service, the rooms are luxurious and comfortable!”

“An excellent experience with the overall venue. The ambience and location are top notch!”

“This is definitely a 5-star hotel!”

“Beautifully appointed rooms with friendly personable customer service. Felt very lucky to stay here!”

“12/10 – officially our new favourite Melbourne-CBD hotel!”

Melbourne Place 130 Russell Street, Melbourne VIC 3000 T: (03) 7035 2900 www.melbourneplace.com.au

HOTEL TODAY | 31

BRETT WITH CLIENT

The risk adviser from Adroit ensured that they attended the survey to give them the information first-hand and to allow for more in-depth explanations with the client later. Following the survey, the risk adviser explained the concerns that were brought up by the surveyor. After a period of about a week the insurer contacted Adroit’s Risk Adviser providing the all-clear for them to underwrite the risk, but that there were some items they would like addressed as soon as possible and these would be formalised as risk recommendations.

In this example, the insurer put a large focus on clearing some of the ‘clutter’ (which presented itself in the form of pallets in the rear back corner of the property), a thermal scan was required to be conducted as soon as possible to ensure the wiring was safe and any ‘hotspots’ could be identified and fixed, and then that the deep fryer flue be cleaned on a more regular basis.

• Reduced Insurance Premiums: Many insurers offer lower premiums to properties that take proactive steps to reduce risk, rewarding pub owners for their commitment to safety.

• Enhanced Safety: By upgrading safety features, pub owners protect not just their property but also the patrons and staff. This fosters a safer environment and strengthens customer trust.

• Preservation of Heritage: Victorian pubs often have significant cultural and historical value.

Addressing structural concerns ensures these buildings remain intact for future generations.

• Increased Property Value: Completing recommended upgrades can enhance the property’s market value, making it a more attractive asset.

Benefits of Implementing Risk Recommendations for Victorian Pubs

• Operational Continuity: Implementing risk management strategies reduces the likelihood of incidents like fires or theft, minimising disruptions and ensuring smoother daily operations.

Adopting the insurer’s risk recommendations offers several benefits for Victorian Pubs, both immediate and long-term:

Adroit was able to work with the client to ensure that these items could be ticked off by the insurer as complete. The evidence of

completion was sent by the Risk Adviser to the underwriter, who in turn had it assessed by the surveyor. In this instance, the surveyor was satisfied, and this ultimately resulted in a more insurable risk, the insurer’s best price and most importantly, the likelihood of a claim was reduced.

Conclusion Insurance property surveys are more than just a procedural requirement; they are a collaborative effort between insurers and property owners to mitigate risks and ensure the long-term viability of the insured property.

For Victorian pubs, the benefits of following through on risk recommendations extend beyond compliance, encompassing financial savings, enhanced safety, and the preservation of cultural heritage. By viewing these surveys as opportunities rather than obligations, pub owners can unlock significant value while safeguarding their beloved establishments.

PLEASE REACH OUT TO DANIEL GILBERT (PARTNERSHIP MANAGER) AT DANIELG@ADROIT.COM.AU WHO WILL CONNECT YOU WITH A LOCAL ADROIT ADVISER TO DISCUSS YOUR VENUE’S INSURANCE NEEDS OR RISK STRATEGIES.

HOTEL TODAY | 33

out and about AHA (VIC) AND THIRSTY CAMEL HOST THE FIRST BEGINNER'S GOLF CLINIC! On the 1st of October, 20 enthusiastic members gathered at The Melbourne Golf Park to swing into action as their first lesson in golf began.

The sessions are run by PGA-accredited Golf Coach who provide attendees with an introduction to golf including their swing, putting, chipping, and driving, accompanied by drinks and insights over lunch.

In January 2025, the second round of the Beginner’s Golf Clinic began, welcoming a new group of industry members eager to refine their skills and enjoy the camaraderie of the game.

Beginners Golf 2024

THUMBS UP FOR A $5,000 PRIZE AT PUBS, POTS, AND PROFITS CHRISTMAS EDITION! In November of 2024, our Pubs, Pots, & Profits Christmas Party saw over 140 AHA (Vic) members and partners visit three incredible venues across Richmond, all showcasing something unique to them.

The crawl started at the Corner Hotel, which then continued with a walk to the London Tavern and finally the Mt View Hotel, before catching the tram back to the AHA (Vic) Office for the Perfect Pour Competition.

Congratulations to Arielle from Old Town ‘N’ Country Tavern in Wangaratta for winning a $5,000 community party from Carlton United Breweries.

Thank you to all the members and partners that attended and helped celebrate the end of the year.

40 | HOTEL TODAY

Arielle wins a $5,000 community party prize from CUB

out and about On Friday, 6th December, AA (Vic) hosted its 2024 Leaders Lunch at the stylish W Melbourne, bringing together industry leaders for an afternoon of insights, networking, and thought-provoking discussion.

Aviation expert and Chairman of Greener Airlines, Peter Harbison delivered a candid analysis of the challenges and opportunities ahead for Australia’s aviation sector, while Julia Swanson, CEO of Melbourne Convention Bureau highlighted the critical role of business events in driving visitation, particularly during off-peak periods, and shared an exciting pipeline of future events secured for Victoria.

LOOKING BACK AT THE 2024 LEADERS LUNCH

CEO of Tennis Australia, Craig Tiley offered an exclusive behind-thescenes look at preparations for the 2025 Australian Open, which attracted record crowds again this year and reinforced Melbourne’s reputation as the major events capital of Australia and the Asia-Pacific.

AA (Vic) Leaders Lunch 2024

GOOD HEAVENS! CUB & AHA (VIC) BID GOODBYE TO 2024 Bringing a joyous end to the year that 2024 was, AHA (Vic) and Carlton & United Breweries hosted the 2024 Council Christmas Soirée at the beautifully renovated Good Heavens Rooftop. It was a wonderful evening celebrating the year with over 200 members and industry suppliers.

A big thank you to Myles Munro and the team at Good Heavens for hosting us, and to CUB for their unwavering support of AHA (Vic) and our members.

On the night, guests enjoyed signature cocktails from Never Never Gin Distillery,

2024 AHA (Vic) Christmas Soiree

which joined the Carlton & United Breweries' portfolio earlier this year. The Triple Juniper Gin & StrangeLove Coastal Tonic and the Ginache Gin with StrangeLove Bitter Lemon Soda being the exciting new additions to the menu. Another crowd-pleaser was Treasury Wine Estates’ Squealini Lemon Spritz- a zesty, refreshing summer drink perfect for casual

celebrations and special occasions like this.

We’re so grateful for the ongoing support of our partners and members, who made 2024 truly special for us. Cheers to a brighter year ahead.

HOTEL TODAY | 41

“MONEY LAUNDERING DOESN’T HAPPEN AT OUR VENUE” “Money laundering doesn’t happen at our venue” - a common sentiment Alexandra Hoskins, Principal at Senet often hears from venue staff across Australia.

However, the reality is that venues are a prime target for money laundering. With more than 185,000 Electronic Gaming Machines (EGMs) and over $100 billion flowing through them annually, gaming venues provide ample opportunities for criminals to exploit compliance gaps.

“When I ask venues how confident they are that their existing AML/CTF program is fit for purpose and that their procedures are working effectively, it’s often met with some hesitancy and uncertainty,” Alexandra explains. “Even for venues with a dedicated compliance resource, compliance can still seem complicated and feel overwhelming.

But it doesn’t need to be if processes and procedures are fit for purpose and easy to follow.”

Money launderers use over 20 methods to disguise the proceeds of crime. If venue staff are not equipped with the knowledge to identify these methods and act appropriately,

42 | HOTEL TODAY

unusual or suspicious activity can easily go unnoticed. This false sense of security not only leaves venues vulnerable to exploitation but also exposes them to significant regulatory and reputational risks.

As the annual AUSTRAC AML/CTF Compliance Report deadline approaches, venue CEOs and AML/CTF officers should assess their AML/CTF Program, Risk Assessment and Transaction Monitoring Program, so they are not exposed to unnecessary risks, especially legal and regulatory non-compliance.

Preparing for the AUSTRAC AML/CTF Compliance Report

• 16 or more EGMs: Additional obligations include appointing a Compliance Officer, implementing an AML/CTF program, conducting annual risk assessments, undertaking Customer Due Diligence (KYC), transaction monitoring, and ensuring that independent reviews occur regularly (at least every 2 to 3 years for high-risk venues).

• Even venues with fewer than 16 EGMs (but licensed for more) must comply with the stricter requirements. Failure to meet these can lead to enforcement actions.

The Costs of Non-Compliance

The AML/CTF Compliance Report, due by 31 March, is a critical compliance deliverable for venues. Compliance requirements vary based on the number of EGMs a venue is licensed to operate:

Without a fit-for-purpose AML/CTF Program and for failures to comply with that Program and the legislation more broadly, venues risk:

• 15 or fewer EGMs: Venues must enrol with AUSTRAC, keep updated records, submit Suspicious Matter Reports (SMRs) but are not required to submit a compliance report.

• Actions: Including forceable undertakings and external audits.

• Fines and Civil Penalties: Up to $33 million per contravention for corporate breaches.

• Reputations Damage: Undermining consumer trust and business viability.

THE FLYING DUCK HOTEL’S SUBTLE UPGRADE THAT’S WINNING OVER PATRONS 46 | HOTEL TODAY

Finding a seat in Prahran’s pub scene can be a challenge, especially if you’re looking for a place that checks every box: good food, friendly staff, and plenty of space to settle in for an afternoon session. But The Flying Duck Hotel has long been a go-to for locals chasing that warm, welcoming vibe – the kind of place where you can pull up a chair, order a pint, and let the hours slip away in the beer garden.

The team at The Flying Duck has worked hard over the past few years to make this feel effortless – though behind the scenes, it’s anything but. One of their cleverest moves might also be one of the simplest: installing a phone-charging station from Fluro.

“When Fluro first approached us, I wasn’t totally sure about the technology,” says Michael, one of the owners. “But once it was installed, it was a no-brainer. Rather than having customers lock their phones away or keep them behind the bar, they can hire a pop-out power bank right from the station and carry on with their devices in hand. They

love it, and since it’s completely self-serve, our staff can focus on what we do best: looking after our patrons.”

That focus on customer comfort is a big reason The Flying Duck has become a neighbourhood favourite. Whether you’re in the mood for a proper sit-down meal, a few casual drinks at the bar, or a lazy weekend session in the beer garden, there’s a spot to suit.

“It all comes down to the customer experience,” says Michael. “We’ve always prided ourselves on creating an environment that feels like home. So, adding something like phone charging might seem small, but it’s one of those little touches that can really enhance a night out.”

Aesthetics also played a role in the decision.

“The team at Fluro helped us design a custom timber finish to match our bar. It looks like it’s always been a part of the space. We never wanted our charging solution to stick out awkwardly or detract from the hotel’s ambience, and Fluro nailed the brief.”

Of course, being a pub with strong ties to the community, it helps that Fluro is a local business, too. “They drop by regularly, sometimes have meetings here, and even pop in for a beer or two on weekends,” Michael says. “It’s that boots-on-the-ground support you get when you partner with people who understand how venues like ours operate.”

Twelve months on, he sees the impact every day. “We get customers thanking us for having chargers on hand. Nobody’s worried about running out of battery halfway through a meal or a footy match on screens. It’s an easy, straightforward amenity that often surprises people – in a good way.”

But free-flowing phone power isn’t the only reason to visit. The pub’s food and drink specials are a draw in their own right.

“We do $20 counter meals from Monday to Friday, 12 to 3pm,” says Michael. “It’s a nice way to break up the workday or have a casual lunch meeting in a relaxed, welcoming

environment. And if you’re here on a Sunday, our Roast Special is just $25, all day, until it sells out. It’s easily one of our most popular items.”

Between a hearty pub menu, a cosy interior, a sunny beer garden, and the convenience of a phone charging station, The Flying Duck has something for everyone. Whether you’re popping in for a solo drink, bringing the family down for Sunday lunch, or catching up with mates over a counter meal, you’ll find more than enough reasons to linger.

And now, with a year of Fluro under his belt, Michael says the partnership is just part of what makes this iconic local pub tick.

“It’s the small things that make a big difference,” he says. “At the end of the day, that’s what The Flying Duck is all about.”

L E A RN M O RE

HOTEL TODAY | 47

PARTNERS

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Thanks to the hard work of its customer service teams, Hostplus won Finder’s Customer Satisfaction Award for Legendary Service in 2024.1 Finder’s Customer Satisfaction Awards are voted on by super members, and Hostplus members rated its customer service the best among all super funds in the survey for 2024.1 More ways to connect Hostplus ServicePlus Centres are now operating in several states across the country, offering members the option to meet with the Hostplus team in person. Many members who visit just need to see a friendly face or get one-on-one help on a complex issue. Hostplus ServicePlus teams can help members open a pension account, follow up on an insurance claim, sign a binding nomination form or even just have a chat about their retirement.

Last financial year, more than 5,000 members in Adelaide and Melbourne enjoyed face-to-face service this way.2 Recently, a new ServicePlus Centre opened in Darwin, with more planned for Sydney, Brisbane, and Perth later this year. This will mean Hostplus members across the country can access in-person help when they need it.

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To find out more about the support available to Hostplus members, or to book an appointment at a ServicePlus Centre, visit hostplus.com.au/ contact-us Marching forward to close the gender super gap It’s International Women’s Day on 8 March. As a society, we’ve made lots of progress since the United Nations’ declaration and platform for action on gender equality 30 years ago.

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• Government co-contributions Low or middle-income earners who make after-tax super contributions could receive a super contribution from the government of up to $500 per year.

• Seek advice Getting the right advice today could make a big difference by retirement. Hostplus offers a range of financial advice options. Visit hostplus.com.au/financial-advice for more.

And if any members miss the International Women’s Day events, they can sign up for upcoming super webinars at hostplus.com.au/ webinars.

Finder Super Funds Customer Satisfaction Awards 2024 Data from the Hostplus Annual Report 2024.

3 An update on superannuation account balances, ASFA, November 2023 4 Women’s economic security in retirement, WGEA, February 2020 1

2

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, available at hostplus.com.au before making a decision about Hostplus. For a description of the target market, please read the Target Market Determination, available at hostplus.com.au

48 | HOTEL TODAY

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SuperRatings Accumulation Fund Crediting Rate Survey - SR50 Balanced (60-76) Index, September 2024. General advice only. Before deciding, consider the relevant Hostplus PDS and TMD at hostplus.com.au and your objectives, financial situation and needs, which have not been accounted for. Past performance isn’t a reliable indicator of future performance. Issued by Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 as trustee for the Hostplus Superannuation Fund ABN 68 657 495 890. HP2818