Australian Hotelier July 2021

AUSTRALIAN

AUSTRALIA’S NATIONAL HOTEL INDUSTRY MAGAZINE

Vol. 38 No. 6 - July 2021

IN THIS ISSUE: NO- AND LOW-ALC | SOCIAL MEDIA | GREENFIELDS BUILDING

Remember when we could travel anywhere..?

Let’s do it again! At ALIA 2021

Dress for your next holiday!

LASS

FIRST C 2021

021

A 123

OBER 2 27 OCT

N O I T A N DESTI

1 2 0 2 ALIA

21

ALIA 20 A 123

27 OCT

1A

AR THE ST Y SYDNE

18:00

18:00

Wednesday 27th October 2021 The Star, Sydney · Pre Drinks from 6pm

BUY TICKETS NOW www.liquorawards.com.au Or scan the QR code

CONTENTS & ED’S NOTE

WE ENCOURAGE RESPONSIBLE DRINKING Get the facts DrinkWise.org.au

Contents

P26

PUBLISHED BY: Food and Beverage Media Pty Ltd 41 Bridge Road GLEBE NSW Australia 2037 Tel: 02 9660 2113 Fax: 02 9660 4419

SPECIAL FEATURES

REGULARS

PUBLISHER: Paul Wootton

Ed’s No- and Low-Alc: The NoLo categories are 11

6 News: What’s happening in pubs

EDITOR: Vanessa Cavasinni vcavasinni@intermedia.com.au

Pick

starting to gain traction on-premise, and encouraging longer stay and spend.

18 Marketing: Implementing the right

strategy on social media platforms for your venue.

across Australia.

26 Design & Build: Everybody knows your

name at The Duke of Dural.

30 Tales from the Top: AHA (Vic)’s latest

honoree discusses the issues currently

21 Signature Serve: Show off premium

facing metro and regional venues.

whisk(e)ys via highball variations.

22 HR and Training: How one employee

Merivale pub.

GROUP ART DIRECTOR – LIQUOR AND HOSPITALITY: Kea Thorburn kthorburn@intermedia.com.au

Editor’s Note

PRODUCTION MANAGER: Jacqui Cooper jacqui@intermedia.com.au

As I write this, Greater

plans will not have to be used too often if we

Sydney has just headed

all remain vigilant.

In personal news, this is my last issue of

lockdown, while the

Australian Hotelier for 12 months, as I head off

Northern Territory

on maternity leave. I have always loved my time

announced a three-day

on this publication, and look forward to hearing

circuit breaker lockdown. Cases of the Delta

from and speaking with you all once again in

strain of COVID-19 are popping up all over

July 2022. In the meantime, Australian Hotelier

the country and the industry and the public

will be in the capable hands of Amanda Bryan.

are apprehensive and weary of the merry-

Please make her feel welcome by reaching out

go-round we find ourselves on once again.

at abryan@intermedia.com.au.

Summer may have given us the confidence

Until we meet again!

that we have beaten the virus, but winter has been a hard dose of reality.

That reality is that the see-sawing between lockdowns and venues opening up again will

Vanessa Cavasinni P: 02 8586 6201 E: vcavasinni@intermedia.com.au

continue until the majority of the population is vaccinated. Publicans should plan ahead

‣ AGE Preview

as such, and keep strategies in place to trade

‣ Pub Dining

under heavy restrictions. Hopefully, those

‣ Property and Investment

4 | Australian Hotelier

NATIONAL SALES MANAGER: Jason Wild Tel: 02 8586 6213 jwild@intermedia.com.au GENERAL MANAGER SALES – LIQUOR & HOSPITALITY GROUP: Shane T. Williams

went from bartender to licensee at a

into a fortnight of

JOURNALIST: Dan Hughes dhughes@intermedia.com.au

SUBSCRIPTION RATES 1yr (11 issues) for $95.00 (inc GST) 2yrs (22 issues) for $152.00 (inc GST) – Saving 20% 3yrs (33 issues) for $199.00 (inc GST) – Saving 30% To subscribe and to view other overseas rates

visit www.intermedia.com.au or Call: 1800 651 422 (Mon – Fri 8:30-5pm AEST) Email: subscriptions@intermedia.com.au

DISCLAIMER: This publication is published by Food and Beverage Media Pty Ltd (the “Publisher”). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by Australian and international intellectual property laws.

Unless you are authorised by law or the copyright owner to do so, you may not copy any of the materials. The mention of a product or service, person or company in this publication does not indicate the Publisher’s endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees.

Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information. All express or implied terms, conditions, warranties, statements, assurances and representations in relation to the Publisher, its publications and its services are expressly excluded save for those conditions and warranties which must be implied under the laws of any State of Australia or the provisions of Division 2 of Part V of the Trade Practices Act 1974 and any statutory modification or re-enactment thereof. To the extent permitted by law, the Publisher will not be liable for any damages including special, exemplary, punitive or consequential damages (including but not limited to economic loss or loss of profit or revenue or loss of opportunity) or indirect loss or damage of any kind arising in contract, tort or otherwise, even if advised of the possibility of such loss of profits or damages. While we use our best endeavours to ensure accuracy of the materials we create, to the extent permitted by law, the Publisher excludes all liability for loss resulting from any inaccuracies or false or misleading statements that may appear in this publication.

Copyright © 2021 - Food and Beverage Media Pty Ltd

empty@konveykegs.com

In the

news

WHAT’S HAPPENING IN PUBS ACROSS AUSTRALIA

SYDNEY LOCKDOWN TRIGGERS RESTRICTIONS ACROSS THE COUNTRY On Saturday 26 June, New South Wales

about the transmissibility of the Sydney

Premier Gladys Berejiklian announced

outbreak led to several states tightening

a two-week lockdown for everyone in

up restrictions within 24 hours of the

Greater Sydney, the Central Coast,

Sydney lockdown being announced.

the Blue Mountains, Wollongong and

In the Northern Territory, a 48-hour

Shellharbour. The lockdown is in

lockdown was announced to allow

response to a growing outbreak of the

contact tracers to get on top of potential

Delta strain of COVID-19, a strain more

cases. In south-east Queensland indoor

highly infectious than any we have seen

venues were reverted to the 4 sqm

in Australia. With cases reaching 100

rule, with further restrictions within

in a matter of a week, and beginning

several LGAs. In Western Australia, a

to spread out across the state, the

150-person patron limit and the 2 sqm

lockdown was deemed necessary to

rule have been reintroduced in the Perth

curtail the outbreak.

and Peel regions, just days after the

“We have always indicated we will not

state removed all capacity restrictions.

hesitate to go further with restrictions to

While there are no cases in the ACT,

protect the people of NSW,” stated

face masks have been reintroduced into

the Premier.

all public indoor settings, including in

“We understand this is a difficult time

hospitality venues.

for everyone, however we need to take

Victoria’s restrictions follow on from

these steps now to get on top of this outbreak.”

the end of their fourth lockdown in early Perth, while in Queensland and the

June, with a cap of 300 patrons per

For pubs, the lockdown means once

Northern Territory cases of the Alpha

venue in Melbourne, and seated service

again shutting doors to trade other than

strain were detected and linked back

only. Masks are also required to be

for takeaway meals. The day before the

to a quarantine hotel in the sunshine

worn indoors, unless eating or drinking.

lockdown was announced, the Premier

state. These cases and growing concerns

Dancefloors remain closed.

had also announce a reversion to the 4 sqm rule, from a 2 sqm rule.

However, within hours of the lockdown being announced, a few cases were announced in other states. Cases linked to the Bondi outbreak were found in

6 | Australian Hotelier

The situation is unfolding rapidly, and restrictions may likely change over the coming weeks. Australian Hotelier and TheShout will keep you abreast of those changes – so make sure you check out our websites and subscribe to our newsletters for the most up-to-date information as it happens.

NEWS

Cat and Fiddle creates PubSafe after abduction scare The Cat and Fiddle Hotel in Balmain has

there are businesses that they can run to

been overwhelming, with it having been

made an urgent call for parents to view

and they’ll be safe in.”

viewed more than 80,000 times, and

pubs as refuges for their children in need,

After the incident, the pub relayed this

that many other pubs and businesses in

after an attempted abduction took place

message on their Facebook page in the

the area have reached out, wanting the

near the hotel.

hopes that the local community would

community to know that they can also

The inner-west Sydney pub was first

impart the message to their kids. After

be counted on as safe spaces for anyone

alerted to the incident when police asked

summarising the incident – and the fact

feeling vulnerable. It’s led to the Cat and

to review their camera footage, to see if

that there have been similar ones in the

Fiddle Hotel creating a network of safe

any of it was captured on tape. A 12-year-

area of late – the post read:

venues, called ‘PubSafe’.

old girl was allegedly being chased by

“So PLEASE tell your children, if they

“It’s the kind of idea to take over from

a man unknown to her in an abduction

ever feel in danger, to come straight in

the ‘Safety Houses’ thing of years ago,

attempt as she walked home from school.

to the pub and seek out one of our staff.

which people may not feel as comfortable

But as she ran towards the pub, the sight

They will be safe and taken care of until

with kids knocking on someone’s front

of patrons at the pub scared the man off.

someone can get there to collect them.

doors these days.

“I’m sure we speak for all the pubs in

“But if it’s a pub, it’s actually a very

manager for the Cat and Fiddle Hotel,

Anna Clark, sales and operations

our wonderful community – and there’s

good option, especially in areas where

said the incident was a good reminder that

one on virtually every corner!

kids walk home from school and their

pubs are safe spaces for anyone to find refuge in – even children.

“It was scary, but a good reminder that there are safe businesses out there. Pubs aren’t the first thing you think of to tell

“Speak to your kids and in fact any

parents might be working – you know

young person walking home on their own,

there’s always going to be a safe place for

show them where we are, tell them what

your kids to go if they’re worried.”

to do. Please stay safe everyone.”

your kids to consider [as a refuge] but it’s

The PubSafe network

a very good idea for them to know that

Clark said the response to the post has

Any businesses looking to get involved in the PubSafe network can send Clark a DM via the Cat and Fiddle Hotel’s social pages.

The Cat and Fiddle Hotel in Sydney’s inner west

Keep up with the latest industry news!

Subscribe now to our fortnightly newsletter: www.theshout.com.au/subscribe-australian-hotelier

July 2021 | 7

NEWS

The Mooney family owned the hotel for almost 30 years

Mooneys sell Great Northern Hotel in Byron Bay Byron Bay family the Mooneys have

Didier, founder and CEO of ASX listed

challenging hotel licensing and approvals

divested the Great Northern Hotel and

Johns Lyng Group (ASX:JLG); and Scott

environment, will appreciate that

adjacent 51-room Lateen Lane Hotel after

Emery, founder of online lender MoneyMe

the Northern is a truly irreplaceable

almost 30 years of ownership.

(ASX:MME). Didier’s family have solely

business and real estate asset, driving

Having fielded numerous unsolicited

acquired the Lateen Lane Hotel, with his

the competition that has delivered its

enquiries about divesting the properties

daughter Casey – a Byron Bay local – set

generational sale,” stated Musca.

for a number of years, the Mooneys

to run the day-to-day operations of the

decided the time was right to sell the

accommodation hotel.

assets. JLL Hotels & Hospitality’s

Didier and Emery have had business

John Musca and Ben McDonald

operations in Byron Bay for over 30 years,

partnered with JLL’s hotel investments

including the nearby Beach Suites, set on

professional Andrew Langsford to sell

the waterfront of Main Beach.

the two hotels via an invitation-only off-

While a major acquisition in its own right, McDonald expects that the duo of Didier and Emery have grand plans for the next iteration of The Great Northern Hotel.

“Whilst this sale represents the biggest pub transaction of 2021, we believe that

“Scott and I are just so delighted to be

the Byron Bay story has a long way to

the new custodians of the Northern and to

run with the new owners set to take a

have the privileged opportunity to engage

measured view on improving the exiting

a 2,000sqm corner position on Byron

with the local community in the next

offering for the benefit of local residents

Bay’s prime Jonson Street main retail

incarnation of this very special pub, in

and the circa four million visitors set to

thoroughfare, and boasts a large band

such a special place, and my family are so

enjoy the pristine location each year.”

room, 20 first-floor accommodation

excited about the Lateen Lane Hotel and

rooms, a restaurant, bars and drive-

what we can create there,” stated Didier.

hot property over the last 18 months,

The sale campaign garnered a dozen

with sales including the Beach Hotel to

market campaign.

The Great Northern Hotel occupies

through bottle shop. The neighbouring

Byron Bay pub hotel assets have been

Lateen Lane Hotel with its 51

qualified bids, ranging from family groups

Moelis Australia, the Sun Hotel to the

accommodation rooms was developed by

to highly respected publicans from across

Winchester Group, The Sydney Collective

the Mooneys in 2009.

the country.

acquiring Lennox Hotel and Illawong

The Great Northern Hotel has been sold to Melbourne-based duo Scott

8 | Australian Hotelier

“Anyone who knows how captivating Byron Bay is and, understands the

Hotel, and Merivale purchasing Cheeky Monkey’s Restaurant & Bar.

GAMING TECHNOLOGY HOSPITALITY The best new and innovative gaming technology, point-of-sale systems, security equipment, cash management devices, paging and communication tools, commercial kitchen equipment, waste management solutions, venue design and construction providers, furniture and flooring, food and beverage, entertainment, uniforms and more, are found at the Australasian Gaming Expo (AGE).

AGE is the cornerstone of the Australian gaming and hospitality industry. It's where gaming, technology, and hospitality meet.

10-12 AUGUST 2021 ICC SYDNEY

www.austgamingexpo.com www.austgamingexpo.com FREE ENTRY | TRADE ONLY

2021

Secure your tickets now The Hospitality Leaders Summit returns Monday 9 August 2021 • Doltone House Darling Island, Sydney

Take your business and career to the next level Key topics include: • Staff solutions

Scan here for more information and to register

• Social media and branding • The latest tech and making the most of it

Tickets from

$299 + GST

• Future-proofing venues • 2022 trends Hosted by

or visit: www.hospleaders.com.au Hospitality Leaders Summit 2021 Sponsors P I Z Z A A U S T R A L I A

ESSENZA

AUSTRALIAN

No- and low-alcohol feature

Lyre’s non-alcoholic G & T

NO- AND LOW-ALCOHOL

Serve it up no- and low-

Publicans are welcoming more sophisticated no- and low- alcohol options, allowing them to extend trade and bolster menu options, writes Dan Hughes.

discover the

missing drink LYRE'S non-alcoholic Penicillin

NO- AND LOW-ALCOHOL

THE NO- and low-alcohol market is experiencing

Great taste a key selling point

considerable growth in 2021, with some publicans

Publicans are seeing non-alcoholic spirits and beers

dubbing it the next mid-strength trend, predicting

evolve considerably in taste and variety, helping

its wide-spread popularity in the future.

them improve and expand their offering.

At the recent 2021 Pub Leaders Summit, a panel of industry leaders including Marcello Colosimo

is non-alcoholic spirit brand Lyre’s Spirit Co,

of Momento Hospitality, Toby Chick of Hotel Rose

which creates a range of mimic spirits and flavour

Bay, Chris Cheung of C!nc and Debbie Higgins

combinations like Italian Spritz, Amaretti, American

of Merivale, discussed the emergence and future

Malt, Coffee Originale, Italian Orange, Gin and more.

potential of the no- and low-alcohol segment in onpremise venues.

Lyre’s Passionfuit Colada • 60ml Lyre’s White Cane Spirit • 15ml lime juice • 90ml unsweetened pineapple juice • 7.5ml premium coconut syrup • Half a fresh passionfruit pulp

Colosimo started the discussion saying he has not seen a spike in trade in the segment recently but said it’s only a matter of time.

research showing that 86 per cent of alcohol drinkers are open to choosing quality non-alcoholic options.

“We’ve seen phenomenal acceleration over the last six months. Triple-digit growth is making it hard

think for our venues being where we are and where

for us to keep up with demand. Forward thinking

we’re positioned, I think it’s coming pretty soon,”

venues are actively updating their menus as they

Colosimo said.

re-open with high quality non-alcoholic options,

For Merivale however, the no- and low-alcohol segment has been one of its biggest areas of growth, with Higgins stating it has seen a 30 per cent monthon-month increase.

catering to the fundamental change across the drinker landscape in 2021,” Gloster said.

Utilising Lyre’s as part of their premium nonalcoholic cocktail options is Rockpool Dining Group,

“We’ve seen a big increase in the non-alc section

operator of The Argyle in Sydney. Beverage director

for us… it’s definitely a market our senior beverage

Alireza Toghani said using Lyre’s products allows

team are taking a look at. Making sure that we’ve

bartenders the flexibility to cater for every patron.

got a like-minded focus,” Higgins said.

Chick said the segment has been a “middle

METHOD

Chief marketing officer Paul Gloster said in the last six months he has seen a shift in consumer choice with

“Consumers do like no- and limited alcohol so I

INGREDIENTS

Assisting in creating mocktails and mixed drinks

“The beauty of Lyre’s products is that they cater to specific types of spirits. It’s very easy to create

ground” in trade at Hotel Rose Bay, with

a variety of non-alcoholic cocktails, whether they

the category taking a dip in sales during the

are signature cocktails or twists on the classics,”

2. Fill shaker with ice then shake hard

COVID-19 pandemic but has steadily recovered

Toghani said.

3. Strain into goblet, balloon or colada glass

their return to venues, it was a slow increase at first

style of drinking on the occasion, but also it gives

but certainly it’s getting some traction now and is

a huge freedom to the team to be able to create

definitely a segment for the future,” Chick said.

bespoke drinks.”

1. Dry shake ingredients

4. Fill with ice

since venues reopened.

“Initially consumers wanted to make the most of

Cheung, agreeing with Colosimo, said that while

5. Garnish with a Mint sprig and/ or passionfruit shell

“It is easy and efficient in terms of being able to quickly cater to the guest’s dietary needs or their

The Lincoln, located in Melbourne, also includes

he has not seen large demand, he is preparing for

a range of evolving non-alcoholic cocktails. Publican

inevitable segment growth in the future.

Iain Ling said updating his drinks to reflect the more

“It is a category that’s definitely growing… I label it as a future category.”

sophisticated non-alcoholic offerings is essential to catering for all patrons.

Lyre’s non-alcoholic spirits are transforming the way the world drinks. Give your customers the freedom to drink their drink, their way.

Missing out on the growth from Lyre’s Premium non-alcoholic drink options?

Be part of the change. Stay Spirited. Drink Free Contact the Lyre’s team at hello@lyres.co today.

NO- AND LOW-ALCOHOL

“We’ve been following the trend for quite a while. It has been quite one dimensional and difficult to have an offering, however, with the emergence of brands like Fever Tree and PS40, as well as non-alcoholic spirits it has become much easier to offering a wider range of mocktails and non-alcoholic drinks,” Ling said.

“I can’t imagine why anyone would turn their back on a firm revenue stream like no- and low- alc. It is becoming a normal option for people to choose.”

Recent growth of the no- and low-alcohol trade in on-premise is also attributed to the release of innovative beers. Brands like Heaps Normal, with its ultra-low alcoholic Quiet XPA, have become a popular option in many venues throughout Australia in recent months.

Non-alc beverages encourage non-drinkers to stay longer at Hotel Brighton

The Australian owned and operated brewery launched in July 2020, and found that although venues were struggling from COVID-19 pandemic closures, many have reported big strides in non-alcoholic sales so far this year.

“The biggest surprise is that many of the venues that have successfully rebounded

DOUBLE OR NOTHIN’

after last year have done so with a fresh offering that includes a considered non-alc

Luke Hiscox, general manager at The Union

offering,” Heaps Normal founding partner and CEO Andy Miller said.

Hotel Newtown in Sydney, has backed the

“Venues in touch with the evolving consumer tastes in their community are

growth and taste of no- and low-alcoholic

embracing non-alc beers like ours in the same way they did a decade or more

beers so much that he has created the ‘Double

ago when craft beers arrived on the scene.”

or Nothin’ event, where his staff encourage

Also offering a popular option for non-alcoholic beer is Hawkesbury Brewing

patrons to alternate alcoholic beverages with

Co, which produces the ultra-low alcohol Prohibition Pale Ale. Paul Weaving,

an ultra-low alcohol Heaps Normal Quiet XPA.

business development director for Hawkesbury Brewing Co said its key to

“Double or Nothin’ was a concept I was working on for a while, we had people at the

consistent positive feedback lies with its taste and presentation.

“People love the flavour profile and the fact that they often can’t tell that

event come in and getting a round of schooners

Prohibition is actually a non-alcohol beer. Prohibition pours like a beer, tastes

or a tasting panel then chasing it up and eating

like a beer and the packaging is designed to look like a beer,” Weaving said.

their meal with a Heaps Normal, then doing

“The entire product has been thought through and designed to deliver an

another round, then going back to Heaps

authentic beer experience and that is the feedback which we are receiving from

Normal,” Hiscox said.

customers. The growth in sales has exceeded our expectations and for a while it

“It was so successful I’m going to try and do

also exceeded our production forecasts and we sold out of stock [at one stage].”

it every month. I’m quietly forcing it onto the customer because I think they just need to get

Keeping people in their seats

behind it and the more they try it, the more

Having options for all patrons translates to continued trade throughout the night,

they will stick with it.”

according to Gloster. Utilising non-alcoholic spirits means patrons can continue drinking their favourite cocktails even if they drive or are unable to drink heavily.

“It’s a material group of people that if you are not catering for then you’re missing out on either patronage or sales – no one should be drinking free water when they could be enjoying a Lyre’s G&T or Spritz instead,” Gloster said.

“For patrons, they are already ahead of the venues and have changed what they’ve been drinking at home for the last 12 months, so it’s a welcome relief for them to have a non-alcoholic choice that isn’t a compromise.”

The Union Hotel Newtown in Sydney’s inner west is keeping patrons seated for longer by adopting this philosophy. General manager Luke Hiscox said patrons are staying longer when they mix in non-alcoholic drinks throughout their visit.

“I have noticed many who are pregnant, have a young family, are too busy and don’t want to have a big night or get a hangover or who are the designated driver but want to feel included in the evening, are the ones who mix in our nonalcohol offering throughout the night,” Hiscox said.

“It gives us a bit more leeway and keeps people in the venue for longer.

You can have people come to the venue and not leave early or swap to

14 | Australian Hotelier

discover the

missing drink

LYRE'S non-alcoholic old fashioned Lyre’s award winning range of non-alcoholic spirits are quietly changing the way the world drinks. How? By giving drinkers and non drinkers alike the freedom to drink their drink, their way.

Is your venue missing out on the growth from Lyre’s Premium non-alcoholic options?

Be part of the change. Stay Spirited. Drink Free Contact the Lyre’s team at hello@lyres.co today.

NO- AND LOW-ALCOHOL

something like a Coca Cola, as they can still be involved in the drinking experience.”

Weaving said that a key for publicans is to recognise the occasion that brought patrons together and use targeted selling techniques to introduce non-alcoholic beverages as an option.

“Drinking alcohol has become part of the experience in Australian society over generations, but now more people are saying ‘Wait, I still want to meet up with my friends and I still enjoy the experience of going out to a bar, pub or restaurant, but alcohol is not at the core of the experience every time.’”

“From a hospitality point of view, it is useful to think about nonalc beer as part of the mix over an evening. It’s about mixing it up and upselling.”

D’arcy O’Kane, venue manager at Hotel Brighton, said the most common use of non-alcoholic beverages from his patrons is to extend a night.

Hawkesbury Brewing Co’s Prohibition Pale Ale

“Having the option of the non-alc beer gives a person who lives locally and driving the chance to stay a bit longer with friends.

In a pub and a social environment, being able to continue the stay helps drive sales and keeps people socialising, which is so important now, more than ever,” O’Kane said.

“For us, it’s a case of ensuring that we are suggestive selling and making our patrons aware of that option so they can stay longer and enjoy their night.”

Social and health events key to segment stability No-alcohol and health related events like FabFest, Dry July and OctSober are quickly becoming a leading contributor of trade in the no-and low- segment, according to Hiscox.

“The drive for non-alcoholic drinks in on-premise has also been heavily influenced by month-long events like OctSober and Dry July.

Nowadays you have just about six months a year which are taken up by events like these which really drive non-alcoholic trade,” he said.

“There has been a real solid step towards people being accepted to be drinking no- or low-alcoholic beverages in a social setting these days and are not being treated like outcasts for not having alcohol.”

Another key aspect driving growth in the segment, is the importance of inclusivity in social events.

Oliver Stuart, group bars manager at Merivale, said most sales from the segment in the group’s portfolio relates directly to the occasion which people are sharing a drink.

“The idea of having a drink with a group of people, being really social, and joining in on a round, is where we’re seeing the growth of no- and low-alcoholic beer, especially with premium products like Heineken Zero and our craft option like Heaps Normal.”

Having no- and low-alcoholic options on a menu is essential for targeting all consumers. Fortunately, this is becoming easier for publicans to do with the growth of innovative non-alcoholic spirits and popular ultra-low beers available in the market.

16 | Australian Hotelier

The Argyle’s strawberry margarita is a popular non-alc choice among patrons

Independent, non-alcoholic beer backing you to create your own normal when it comes to mindful drinking.

The Heaps Normal Quiet XPA tastes like a delicious, refreshing beer. Tropical and citrus aroma with a lingering and unmistakably beery finish. Unfiltered, with balanced bitterness and a subtle malt sweetness, reminiscent of your old pals.

Reach out to sales@heapsnormal.com to order.

keep the beers flowing through Dry July and beyond... award-winning non-alcoholic full craft flavour Contact Luke Nesbit on 0451 757152 or luke.nesbit@drinkcraft.com.au for more information Available to order now from your wholesaler.

MARKETING

High-quality photography is crucial on platforms like Instagram

The power of a post Having a thought-out strategy for your social media channels can lead to real engagement – and visitation – from your audience.

Know your offer and social media channel

Recycling content

marketing tool in the digital age. For years now, they’ve replaced radio ads

As explained by McDonald, each venue is

media channels – at least Facebook and

and leaflets as the prime communicator

going to have a different platform that suits

Instagram – to ensure they are capturing

with the general public on a pub’s offer,

their demographic, and product offering,

their patrons wherever they may be. So

its promotions and events.

compared to the next. For example, venues

can you post the same content across

SOCIAL MEDIA channels are an excellent

At the Pub Leaders Summit in March,

Most venues will have multiple social

that have ideal photographic features, such

different channels? Doe one size fit all

KPMG social media analyst Anthony

as views, venue fit-out or excellent F&B

when it comes to your content, or does it

Mason presented on the possibilities of

presentation are well suited to Instagram,

need to be customised to each channel?

social media for pubs, explaining how it

where a patron can quickly look through the

could not only drive awareness of your

feed to see what the venue has on offer.

venue and increase revenue, but how it could also be used to combat negative reviews and opinions.

There are indeed many useful ways

For venues offering something different, McDonald suggests Facebook.

“Those that cater to a less imagefocussed crowd, and perhaps more of a

McDonald suggests that you can re-use content across different platforms, but it’s best to post on different days where you can, unless that content is only relevant for a short amount of time.

“The way to make this easier, is to build

to use social media, but the point is

family and budget conscious offering, may

up a bank of content in terms of more

not to just post arbitrarily and hope for

find more success on Facebook where

evergreen type content. Then mix up what

engagement, but that you need a real plan

more authentic images can be mixed in

you post each week on each platform, re-

when it comes to where you post content,

with What’s on listings.”

posting on the others with an interval of a

the type of content you post, and how

Age is also a factor to consider with

week or more.”

exactly you convey that message.

your digital marketing, as some avenues

To get more insight into a side of

of communication are not as relevant for

your write your caption for different

different age groups.

platforms, based on character allowances

marketing that is not as simple as it may first appear, Australian Hotelier spoke to Annette

“Email can work for any demographic

What you may need to change is how

and algorithms.

McDonald, founder of Easil, a simple-to-

if the content is suitable to the subscribed

use design tool helping hospitality operators

list, but overall is becoming less relevant

practices for hashtags differs for each

put together effective visual content for their

to younger audiences. Ensure you monitor

as well, with 30 being standard for

social media channels. McDonald shared

the open and click-through rates on your

Instagram, and hashtags just coming

her thoughts on what makes for great and

emails to see what content is receiving

back into use for Facebook again, but

engaging social media content that will have

the most interest, and then tailor future

only using 2-3 per post, and only when

tangible ROIs for your venue.

campaigns based on that information.”

really relevant.”

18 | Australian Hotelier

“And keep in mind the standard

Meet Easil.

Your DIY Design Secret Weapon.

Promotions

Food & Drink Menus

Social Media Graphics

Function Packs

Colors

Fonts

Heading Font

Graphic Designer

. . . . . . . . . . . . . . . . .

Professional venue promotions, created in just a few clicks.

Easil is the quickest, easiest and most cost-effective way to create stand out graphics for your venue.

How it works.

1. Choose your

2. Easily edit fonts,

3. Change the image

4. Personalise your

template.

text and colours.

to suit your event.

campaign.

Don't see it? We'll add it.

Access 20,000+ templates including posters, social media, menus, function packs and more. But if you don't see a promotional template design template that you need, we'll add it!* *Conditions & exclusions apply. Only valid for Edge subscribers.

edge.easil.com Or contact Danielle Nixon for a demonstration.

Ph: 0416 21 60 10 Email: danielle@easil.com

MARKETING

Key design features In terms of designing images and graphics, each platform has slightly different optimal sizes, with Facebook preferring square to landscape, Instagram’s standard being square to portrait, and LinkedIn/Twitter posts generally being landscape. Each of these platforms has their own version of Stories too, which are positioned as priority view content at the top of the app on both phones and computer view. McDonald says that stories are becoming increasingly important, and that venues should use the tool often.

“Stories should be produced as regularly as possible. If venues can post 3-5 stories to Instagram each week, especially with some interactive elements such as quizzes, Q&As and polls, Left: How you caption a post can promote engagement from your audience

they should see an increase in engagement and following start to build. Stories content should be casual and fun, so there is less pressure to be picture-perfect!”

Email campaigns should also provide value for the subscriber.

When putting together your emails, think about ‘what’s in it for them’, meaning, why should an email subscriber stay subscribed, and more importantly, why should they open your emails when you send them?

“Test out different types of content from weekly ‘What’s on’ info, to including date specific offerings like a coupon or code they can use that week, or a ‘mention this email to receive’ type of offer. You can also put the same offer out to social, but provide a different code, so that you can measure the effectiveness of each platform.”

Right: Mixing up the kinds of content you post can keep engagement high

Engaging content In McDonald’s experience, these are the most engaging types of posts: 1. Well styled and photographed F&B images (particularly desserts and cocktails) get the most engagement above all others.

2. Humorous posts with a simple, relatable statement as a text graphic.

3. Posts where the caption invites the audience to engage in

Implement a strategy Once you have the fundamentals down of which social media platforms your audiences use, and the specs to use on those platforms, the next thing to get right is a social media strategy that works best for your venue. In the same way that every pub is different, your approach to social media posting should be unique. That being said, McDonald offers up a few strategies that she thinks most venues should adopt.

“Limit promotional posts to around 10-15 per cent of your content posted on social media, but include them in your email campaigns, and more frequently in stories if you get a good response from your audience.

“Utilise graphics and videos, and create stories and Reels,

terms of giving their feedback, or telling their own story.

showing behind the scenes, meeting your team, specials

People love talking about themselves, and it’s a great

showcased creatively (eg chef preparing) and keep the human-

opportunity to get to know more about your patrons, and

to-human element high! Your team and what’s happening in your

what they like.

venue is your unique recipe, so get the team involved with taking

4. Nostalgic content is also often a winner. Tasteful, lighthearted ‘remember when’ style posts about pre-Covid pub-life can invite people to share memories, and let you know what they’re looking forward to when things get back to ‘normal’.

20 | Australian Hotelier

photos and submitting them back to your marketing manager so that you’ve always got a bank of content to work with!”

If you don’t have a dedicated social media manager, implementing some of the ideas above should help you see some real engagement with your audience, that will lead to invenue spending.

l l a b h g i H pairing

SIGNATURE SERVE

premium whisk(e)y. They allow the spirit to shine, elevating the

BenRiach & Soda Slane & Ginger

drinking experience around spirit and mixer. They also give the

Both Slane Irish Whiskey

Highballs are the perfect solution for consumers mixing with

bartender and consumer a myriad of flavour combinations to experiment with.

and BenRiach Single Malt are great base whiskies to use in highballs. The former offers a complex and bold example of the Irish style, and the latter a full-flavoured and innovative Speyside whisky that delivers on flavour well beyond its years through clever cask maturation.

Recipes 1. Pour 30ml Slane Irish Whiskey or BenRiach 10 year old 2. Fill highball glass with quality ice 3. For Slane, top with dry ginger and garnish with fresh orange. For BenRiach, top with soda and garnish with lemon.

4. Stir well and serve.

Shot at The Doss House

by O’Neill Photographics

July 2021 | 21

TRAINING AND HR

From bartender to licensee Maria Marusinova has had a meteoric rise within Merivale – and there are plenty more stories like hers throughout the group.

WORKING AS a bartender at Merivale’s

Merivale Learning and Development Partner Helise Heggen (left) and Grand Hotel licensee and general manager Maria Marusinova.

“Obviously communication in my role is

Grand Hotel in Sydney’s CBD was one of

very important – whether its conducting

Behaviour over skills

Maria Marusinova’s first jobs in Australia in

and contributing to meetings, or conducting

Heggen says that when it comes

2012. Having emigrated from Slovakia, the

interviews and trials, reviews etc.

to idenitfiying top talent for pub

job was an opportunity for Marusinova to earn some money and improve her English.

“People would come to the bar and I

“At the start that was a big problem for

management roles, its less about

me so the opportunity to attend some of

possessing certain skills and

the meetings at ivy surrounded by all other

qualifications, and more about

wouldn’t understand what Super Dry,

leaders who have been with the company

identifying certain attributes.

schooners and G&Ts were, so it was very

for so long and have such amazing

interesting to start with!” she remembers.

knowledge was great. At the start I was

to pour a beer and read a P&L,

Fast forward almost nine years later, and

“We really can teach you how

too scared to talk at all. But the senior

but it’s all about the behaviours.

Marusinova has worked her way through

managers really pushed me, asking me

One of the main ones is being

various pubs and roles in the group, to return

‘Maria, what do you think about this?’ Later

able to effectively coach

to the Grand Hotel as its general manager

it became easier and I pushed myself to be

somebody, have really effective

and licensee. She spent her first four years

more involved and vocal, so for me that was

one-on-ones, have those

at the Grand Hotel where she was promoted

one of the biggest things.”

behavioural conversations that

to assistant manager. From there she was

The licensee started back at Grand Hotel

promoted to operations manager at Hotel

in April, and is thrilled to be back where

CBD for 18 months, before taking on the

she started.

role of venue manager of the Royal George –

“I love it. The fact that I had the opportunity

deliver really clear feedback.

“Because when you know where you’re going at work and you feel like you’re getting

within the sprawling ivy complex – for three

to work here before I became general manager

recognised and getting feedback

years. Just a few months ago she returned to

is a great advantage for me because I already

–whether it’s good or bad – you

her first Merivale home, the Grand Hotel. But

knew the venue. I was very surprised when

know where you stand and

this time she’s taken charge.

I came back here to see familiar faces that I

where you need to develop. So

actually knew from nine years back, and they

for pub leaders at the moment

all welcomed me back so warmly.”

I think it’s about having that

Not only has Marusinova learnt many skills and undertaken several training courses throughout her time with the group, she

emotional intelligence to

believes that the most important skill she’s

Nurturing talent

effectively coach somebody

acquired is the ability to communicate better.

While a great story of progression,

through their own development

Not only has her English improved via day-

Marusinova’s tale is not a unique one

and have the behavioural skills,

to-day interactions within the venues, but

within Merivale. Learning and development

because honestly the rest of it

she was encouraged to share her opinions in

partner, Helise Heggen, has herself

we can teach.”

meetings with senior management.

had several promotions throughout the

22 | Australian Hotelier

Low. Lower.

Lowest.

Hostplus has the lowest administration fee of the top 20 industry super funds.* Our members pay a fixed administration fee of just $1.50 per week, no matter how much their balance grows.

Hostplus. We go with you. *Source: APRA Annual fund-level Superannuation Statistics June 2020, issued 16 December 2020. Top 20 industry super funds (not for profit) based on total assets under management. Administration fees comparison using APRA Quarterly MySuper Statistics September 2020 (Issued 24 November 2020 based on a super account balance of $50,000). 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. HP1544 0621

TRAINING AND HR

business, via what could be deemed quite an

recruit somebody, how to run an interview, how to

unconventional path.

read a P&L, how to negotiate prices on alcohol. It

Heggen is a qualified chef who worked in venues in Wollongong for a decade. When she made the move to Sydney, she knew she wanted to work with

gives you the foundations and how to build effective relationships within Merivale,” explains Heggen.

The other component of the Bronze program is

Merivale, and got the opportunity to interview as

to select a more senior figure in the company as a

assistant restaurant manager at Mr Wong. Even

mentor who will guide you through the course, as

though she lacked front-of-house experience, she

well as consider you for roles throughout the group.

took on the role. A year later she became restaurant

“For all of the senior leaders it is really part of

manager of Queen Chow in Enmore, before

their KPIs that they foster and nurture this talent,

stepping up as venue manger for Fred’s and Charlie

so they’re always looking for succession planning,

Parker’s in Paddington.

always looking at high performers.”

Having recognised her combined back-of-house

So how do the personnel get selected for

and front-of-house experience, Heggen was then

development throughout the group? Heggen says it

asked last year to head up an injury management

can come from putting your hand up and saying you

project for the group. Once that project was complete,

want to do more, or management can identify staff

she began her current role at head office, overseeing

that they see potential in.

various training and development programs.

“it’s two-pronged, it comes down to senior

“Maria’s and my stories are just two of some

management identifying key high performers, but

really awesome stories that there are at Merivale,

it’s also about people saying this is what I want to

and it really comes down to the fact that the

do, as I can see progression within the company. As

company will give back to you as much as you put

soon as you put your hand up, that’s it, you’re on

in. That’s the key,” states Heggen.

the road.”

While there are basic courses like spirits training and beer pouring available to all at Merivale, anyone aspiring to the managerial level at the company must

It’s this focus on staff development that has kept key personnel like Marusinova at the company long-term.

“I never wanted a career in hospitality. I just

complete the Bronze program, which is aligned with

thought it was a fun job to work there for a few

the group’s training partner Allara Learning.

months, improve my English and go elsewhere –

“I call the Bronze program Merivale 101. It’s a

that was my plan. But because I was challenged

diploma in Business Management and Allara take

all the time and learning all the time, and people

that accredited training program and align it to

around me kept me motivated, I’ve stayed here for

Merivale functions. It teaches you how to actually

eight years. I love it, I would not change it.”

24 | Australian Hotelier

Having been familiar with the Grand Hotel for eight years, Marusinova has plans she wants to implement as general manager.

www.gffoodservice.com.au www.facebook.com/gffoodserviceau

fssocial@goodmanfielder.com.au

DESIGN & BUILD

The Duke of Dural has one centrally-located bar that services both the sports bar and bistro areas

Where everybody knows your name

26 | Australian Hotelier

The Momento Hospitality and Archbiosis Architects teams created a ‘New York restaurant’ aesthetic for the venue

DESIGN & BUILD Momento Hospitality is known for creating pubs with big footprints, but the Duke of Dural is a more intimate space made especially for locals.

Virtual reality as a design tool The Duke of Dural was built at a blistering pace in 2020, with

MOMENTO HOSPITALITY’S owners, the

The concept

construction taking 11 months in

Colosimo family, have lived and worked

For Colosimo, the concept behind the

total for the greenfields project. One

in Sydney’s north-west for decades, and

Duke of Dural has always been a simple

of the tools that really helped speed

have created a portfolio of sprawling

one. When discussing the pub, he often

the pace along – both in terms of

and popular pubs throughout the region

cites the tagline of the bar in the Cheers

design and construction – was the use

to cater to its different communities and

television series, ‘Where everybody

of 3D modelling and virtual reality as

demographics. Their latest pub in the

knows your name.’

a design tool.

north-west – the Duke of Dural – is a little

“The staff are friendly, each staff

Colosimo said it really helped with

different, being a much smaller, more

member can do every job. We try and

getting the flow and the feel of the

intimate pub targeting locals simply for an

create that bespoke experience for our

venue right, before they even started

excellent F&B experience.

customers who come in and their beer or

working on site.

Momento Hospitality had been looking

glass of wine is ready for them, or we know

“The Archebiosis team have some

to open a pub in Dural for some time,

how to cook their steak the way they like

great technology where you can do the

having identified a real opportunity to create

it, so they feel comfortable to come back

3D walk-throughs and you can actually

something the suburb was crying out for.

many times. It’s almost like people have

feel like you’re in each space and how

their own seats at the bar,” he explains.

a customer would feel – that’s one

“We’d been looking for quite a while for a spot in Dural to build a neighbourhood

With that sense of comfort and

of the most important things is how

pub. There’s a lot of people out there in

intimacy, the pub was meant to feel like

and why they feel the way they do in

Dural and not a lot of food and beverage

an extension of a patron’s own home.

a space. It combines everything from

offerings,” states CEO Marcello Colosimo.

The group found a vacant lot of land and began working on plans for the

“It’s like being in your lounge room, but with other people serving you.”

A key part of the design was to ensure that

lighting, sound, texture in a way that gives you an understanding of what the customer will experience.”

new pub with design firm Archebiosis

anyone from the neighbourhood, no matter

Architects, which has worked on several

their demographic felt comfortable in the

technology from the beginning of

Momento pubs – most recently on

space. It was a big consideration throughout

their design process, and the further

Mullane’s Hotel. But having seen the

the design process for director Diego Jaime

you get into the designs, the more

design, they felt the pub was a touch too

and his team at Archebiosis Architects.

detailed the virtual reality can

small, and approached the owner of the

“It was important that it was a venue

Archebiosis uses the 3D and VR

become with its projections.

site next door, and acquired that one too.

that is appropriate for any type of

Thus, the group was able to create a new

clientele. We didn’t want to tailor the pub

that we build it to the millimetre, and

design for its now expanded site.

to a specific type of person. We wanted

that’s how we show it to the client. So

anyone from tradies to office professionals

you can see if the ceiling is too high or

on the second site that was purchased,

to have a meal or a drink and have an

too low, or you can decide if the bar

the build of the Duke of Dural was a

appropriate experience within the pub.

backs need to be made wider etc,”

With the razing of a small building

greenfields one – something that Momento

“So in a way the aesthetics had to fit

“These models get to the point

states Jaime.

Hospitality has a lot of experience in. It’s

anyone so people don’t feel intimidated

a way of venue building that Colosimo

or out of place. Sometimes you go into

simulations in the virtual reality software

feels most comfortable with.

a venue and you feel uncomfortable

to see how the sun would get into

“It’s easier to build from scratch, because

“We even did day and night

because you’re in work boots. Or you

the site at 6pm and how the tones of

you’re not constrained by things like existing

might be in a shirt and tie and feel

the materials would change with the

services, structural issues and access. From

overdressed – the idea was to make sure

sunlight. And then looking at night you

a design or a building point of view I tend

you felt comfortable regardless.”

could see how the venue would be seen

to make less changes during the site build

To bring the concept to life, the design

if we’re starting from scratch as opposed to

was inspired by New York steakhouses

refreshing an existing building.”

that use a lot of dark brick, and bring you

from outside, so it’s a really great tool to use to design.”

July 2021 | 27

DESIGN & BUILD

a sense of refinement while essentially keeping the design quite understated.

“We started with the façade, and made sure the articulation was appropriate for the materiality. So the façade was made with bricks and decorated

Also, while the exterior of the building is very traditionally square, Jaime and his team softened the look internally with considered curved accents throughout.

“Inside we broke up the interior spaces with

with bricks as well, and then painted black. We also

curves. We used a lot of curves in terms of the

used robust, raw materials because they are low

fixed furniture dividing the bistro and the sports

maintenance and durable,” explains Jaime.

bar. There’s a row of booths on that curve that divide the two spaces, and that’s reflected on the

The spaces

ceiling as well. What happens on the ceiling is

As a smaller neighbourhood pub, the internal

also happening on the floor. So those curves are

design of the pub is a lot simpler than the majority

translated into fixed furniture, into floor colouring,

of Momento Hospitality’s other venues. There are

ceiling recesses and ceiling colours as well.”

two main spaces within the pub: the combined public bar and sports bar, and the bistro area.

The two spaces are serviced by the one bar in the

With F&B the main consideration of the Duke of Dural, Colosimo also ensured that a lot of consideration went into the offering and the

pub, making it the hub of the entire venue, as well

necessary equipment to ensure they were bringing

as the main service point for guests.

the people of Dural a quality selection of meals and

“There’s only one point of service so it’s easy for

drinks. This includes 24 taps on the bar, as well

the staff to move from the kitchen to the bar and to

a dry-ageing cabinet for high-quality steaks. The

the other spaces. And people can enjoy the bar or

steaks are in such demand, that they are mainly

the kitchen from anywhere in the pub,” states Jaime.

pre-ordered prior to a visit. And with a flat roof,

In terms of the materials used throughout the space, the whole venue is unified through a palette of black, silver and a concrete colour as well as a

that external space has been turned into a herb and vegetable patch.

“We grow a lot of our herbs and veggies upstairs,

use of raw materials. The floors are mainly polished

and they use those in the kitchen. If you go on the

concrete. Booth seating is created with recycled

Duke’s Instagram, you’ll see videos of the team

brick structures and leather seating. Aluminium

picking the fresh veggies upstairs, and we use them

mesh screening is used on top of the booths to both

downstairs in the kitchen. As far as food goes, it’s

create separation, as well still allowing some vision

all really around fresh produce,” explains Colosimo.

of the rest of the venue.

“Because the pub is medium-sized, we didn’t

Momento Hospitality has future plans to expand the Duke of Dural offering with a café/brunch

want it to feel pokey, we wanted it to feel open so

concept, but already it’s been a big hit with the

when you walk in you want to be able to see all the

local community.

spaces from any point in the pub. That’s why we’ve

“It’s been really fantastic. Each week we’re

used screens that you can see through from one

growing and people are loving it. The feedback on

space to another, but you still have some kind of

food and beverage has been awesome. We couldn’t

subdivision that contains the spaces as well. So they

be happier with the way the community has really

are contained but not restricted,” explains Jaime.

embraced it as their own pub.”

28 | Australian Hotelier

LEFT: A peek into the kitchen is a key design feature of the venue.

RIGHT: Flow throughout the venue was another important consideration.

61 2 9660 8299 paulkellydesign.com.au www.paulkellydesign.com.au

Gem Hotel Griffith

TALES FROM THE TOP

Andrew Clark Publican Cremorne Hotel and Wharf Shed

Navigating what’s next Victorian publican Andrew Clark reflects on his recent success, and looks at how to navigate the remainder of 2021.

ANDREW CLARK is looking forward to the

has increased and the regularity of visits has

continued prosperity of hotel trade in regional

increased as well,” he said.

Victoria, however he believes work still needs to be done to secure a more stable industry.

Clark was recently acknowledged for his

the QR codes to enter venues has been a challenge

service to the hospitality industry with top

for both the customers and staff. However, I think

honours at the 2021 Australian Hotels Association

time and education will solve this problem.”

(Victoria) Awards for Excellence, being awarded The Nikakis Award.

Issues to address

“I was very surprised and honoured to be

In addition to the direct impact of a COVID-19

recognised by the hospitality industry – such a

outbreak, Clark said he has also seen a drop of

prestigious award. I was very humbled to be joining

enthusiasm in the employment sector of the industry.

such an elite group of industry leaders who have previously won it,” Clark told Australian Hotelier.

Publican of the Cremorne Hotel in Newtown

“The biggest challenge has been a shortage of both trained and untrained staff,” he said.

“Hospitality in general has not been a popular

and the Wharf Shed in Geelong, Clark discussed

career path of choice despite there being many

how regional tourism and a consistent offering is

opportunities within our industry.”

helping rebuild trade for his venues.

“Hotel trade in regional Victoria in 2021 has

Despite the success of the Cremorne Hotel and Wharf Shed in recent months, Clark added

been strong since the COVID re-opening. We

the industry needs to acknowledge and support

have been fortunate that regional Victoria has

metropolitan hospitality venues who are struggling

been experiencing strong trade with people

the most from lockdown periods.

travelling within the state and not overseas,” Clark said.

“We do not need to ‘discount’ our products to attract patrons. Our food and beverage offering has always been the mainstay of our business

“The hospitality industry in regional hotels is experiencing growth and we hope that in the next few years this will continue with the promotion of travel within Australia,” he said.

“We need to get life back into the Melbourne CBD

and this has been confirmed with the increase in

as many of the hotels there are struggling due to

numbers since COVID.”

COVID restrictions and lack of corporate businesses

As Victoria recovers from its fourth lockdown last month, Clark noted the key to ensuring

not utilising their offices to pre-COVID levels.”

To ensure the continued success of his venues

consistent trade will be to keep educating his

in 2021, Clark has increased the covered outdoor

team and the public on safety procedures.

dining area at the Cremorne Hotel by 100 and is

“Customers appear to be more tolerant. Since reopening from COVID the dollar spend per head

30 | Australian Hotelier

“We have experienced an increase in group functions. Customers coming to grips with using

adding an additional 110-pax capacity with an extended balcony to the Wharf Shed.