This season, our Super Saturday coverage means more exclusively live games that local TV simply can’t match. That’s because Fox Footy is the home of live AFL every Saturday during the regular season – and still the only
PAUL CAREW MD, ALH Hotels
TOM FRANCIS MD, Francis Venues
SHELLY MCELROY CEO, Dream Culture
LUCINDA DOWLING-BLACK Director, Full Moon Hotel
CELIA HARDING Founder, LEOPRD
BEN TURNER GM – Food, Redcape
ANDREW MCDONALD CIO, ASM Global (APAC)
• AI and the ideal tech stack for your pub
• The future of gaming
• Team culture and leadership burnout
• F&B opportunities and challenges in FY26
• The crucial role of entertainment and how it’s evolving
12 Cover story: Smirnoff’s categorydefying new SKUs are made for hightempo occasions.
14 AGE Preview: The Southern Hemisphere’s largest gaming and hospo event is back!
20 Pub Leaders Summit Preview: The Pub Leaders Summit returns to Eatons Hill Hotel, with esteemed publicans and thought leaders sharing their insights and experience.
22 Tech: How are pubs using AI right now? And what will future usage look like?
26: Tourism: Located in tourism-centric towns, Public House Collective is balancing capturing the traveller trade, while also paying attention to its locals.
8 News: What’s happening in pubs across Australia.
30 Design & Build: Hakfoort Group has put the ‘jungle’ in urban jungle at Lord Stanley Hotel.
34 Tales from the Top: Zoe Tuilotolava has blazed her own path to having her name above the door at Kent Hotel.
WE’RE SPEAKING a lot lately about the role different technologies play in pub businesses – for example, check out our piece on AI usage within pubs, starting on page 22. With every new form of technology that plays a substantial role (for example AI now, but a couple of years ago with order-at-table tech), a source of friction and cynicism has been how these technologies interfere with the fundamental human role that makes hospitality what it is.
A couple of recent hospo experiences in Melbourne affirmed for me that you can use all the tech you like to make the hospitality experience as smooth as possible, but it’s the human interactions that are what patrons remember the most. It’s the warm greetings,
the banter, the friendly recommendations that make all the difference between a good experience dining out and a great one. That doesn’t mean you can’t explore new technologies to improve operations in a variety of ways – and we’ll be exploring the ideal tech stack in one of the sessions at this year’s Pub Leaders Summit. To learn all about the conference program, check out our preview on page 20. It’s gearing up to be another fantastic event – I hope you can make it!
Cheers!
Vanessa Cavasinni, Editor E: vcavasinni@intermedia.com.au
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A broad spectrum of pubs, hotels and influential hospitality figures were honoured across 42 distinct categories on 19 May at the sold out 2025 AHA (Vic) State Awards for Excellence.
A crowd of over 1200 industry figures gathered at Crown Palladium for the highly anticipated awards, where the sector’s strength and successes were honoured.
In the first major award of the night, the Nikakis Benchmark Award – named in memory of industry icon Nick Nikakis –was awarded to Bill Perry of The London Tavern Hotel.
“This publican has adapted with the times without ever losing the soul of the pub,” said AHA (Vic) CEO Paddy O’Sullivan. “He has mentored generations, supported our industry quietly and steadily, never seeking recognition, just getting on with the job.”
In a testament to the broad array of venues that make up the hotel sector, Overall Hotel of the Year – Metropolitan was awarded to Hotel Sorrento, which also won Best Accommodation; while Overall Hotel of the Year – Regional was awarded to the Crown Hotel Traralgon, which also won Best Pub Bar – Regional.
Family-owned for almost half a century, Hotel Sorrento’s win comes upon the
completion of a major redevelopment of the hotel.
Finance director Bridget Bailey said: “We think our guests appreciate the constant evolution of the hotel. We are so proud to be the custodians of this incredible landmark and are eternally grateful to every person who shares in our love for the hotel.”
For regional winners, Crown Hotel, Traralgon, managing director Brett Melbourne put the win down to the team behind the pub.
“This award is credited to the vision of our landlord, Brett Neilson, the business owners’ pursuit to be the best, and Crown’s fantastic staff, who are the heart of our pub,” stated Melbourne.
Best Hotel Group Operator went to one of Melbourne’s largest hospitality groups, JBS Hospitality, whose portfolio includes The Bank on Collins, Grosvenor Hotel, Hotel Brighton, Lion Hotel Melbourne Central, The Dick Whittingon Tavern and Network Sports Bar.
Over 150 pubs contested the People’s Choice Award, with Commercial Hotel Woods Point, emerging as the fan-favourite.
In 2024, this small-town pub took home the title of Best Bush Pub, and to receive thousands of votes this year was a special pat on the back for publican Carley Burdon.
“We are a tiny town in high country Victoria of about 30 people, so for our wider community and customers to get behind so much is just mind blowing. We are just a small pub, in a small town in the middle of nowhere. It’s just unbelievable,” Burdon remarked.
Bush Pub of the Year was awarded to the Lockington Community Hotel, which locals railed together to restore and revitalise when faced with closure. It’s now a thriving hub offering quality food, drinks, and warm country hospitality, and the pub’s role as a vital community refuge during the Rochester floods further highlights its importance to the region.
One of Australia’s most recognisable and sought-after hotels, Beach Hotel Byron Bay has changed hands from MA Financial Group’s Redcape Hospitality to the Didier family, led by Melbourne-based businessman and philanthropist, Scott Didier AM.
The transaction represents a significant milestone for the industry and one of the largest pub sales in Australian history, at a reported $140m. The transaction was brokered by JLL’s John Musca.
The famed Byron Bay pub last sold in 2020, when MA Financial acquired the pub off the van Haandel family and Impact Investment Group for $104 million. At the time of that sale the leasehold and freehold were re-stapled for the first time since 2007.
Occupying a prime location on Byron Bay’s Main Beach, the Beachie as it is affectionately known, is a large format, multiaward winning live entertainment venue hosting over 500 hundred acts on its iconic stage each year.
The pub sits on a 4585 sqm site with more than 100m of frontage overlooking the main beach in Byron Bay. As well as the large pub, beer garden, restaurant, bottle shop and function spaces, the venue also has 25 luxury hotel rooms and a swimming pool.
Redcape has undertaken aesthetic improvements and minor upgrades to the Beach Hotel since taking on the pub five years ago, with the most recent being the creation of The Shack, a beachside outdoor bar and dining space.
“The Beach Hotel is a special place, and the team has thoroughly enjoyed being a part of its history”, said Chris Unger, managing director of Redcape Hospitality.
“The sale not only delivers a strong result but also marks an exciting new chapter for the Beach Hotel and we are sure it will continue to thrive as a beloved part of the Byron Bay landscape under the guidance of the Didier family.”
Scott Didier AM is the managing director and CEO of the
ASX-listed Johns Lyng Group, one of Australia’s largest building services providers, and founder of ‘The Star Ball’, which raises funds for the EB Reach Foundation and Starlight Children’s Foundation annually across Australia.
Didier also owns the Beach Suites Byron Bay, while the Didier family owns and operates the East Brunswick Hotel in Melbourne, which they acquired in 2017.
The sale is the latest market activity from Redcape, which has spent the last year rebalancing its portfolio, with a focus on acquisitions in Queensland. In April, the group announced that it had acquired Maeva Hospitality’s portfolio of four pubs on the Sunshine Coast, with several other pub acquisitions in the state announced earlier in the year, including the Flagstone Tavern and the Prince Consort Hotel.
Bermagui Beach Hotel and the neighbouring Beachview Motel have been snapped up by Epochal Hotels, in an off-market sale that concludes almost a decade of ownership for Yannis Gantner.
Almost eight years ago Melbourne-born Gantner and his wife Claire took on the freehold of the Bermagui Beach Hotel, before continuing into the leasehold and beginning one of the most celebrated transformations for a trading pub in NSW.
The hotel boasts a combined land size (including the neighbouring motel) of over 3,000 sqm, including 12 GMEs, 17 boutique accommodation rooms, a fully renovated two-bedroom apartment, and three motel suites. The public bar and balcony face north capturing uninterrupted water views over Horseshoe Bay.
Epochal Hotels CEO Glenn Piper was drawn to Bermagui’s raw beauty, community warmth and laid-back rhythm, qualities that align with the group’s values.
“There’s a magnetic energy in Bermagui – it’s one of those rare places that captures your heart the moment you arrive. We’ve fallen in love with the town and its community, and we’re honoured
to continue the legacy that the previous owner Yannis Gantner has cultivated so thoughtfully. It’s a privilege to be part of the next chapter for this much-loved venue,” he stated.
Gantner added: “Growing the Bermagui Beach Hotel over the past eight years has been a real joy and privilege. It’s now time for me to prioritise my family and other ventures. I have full confidence that Epochal Hotels will continue the custodianship of this iconic venue.”
Piper told Australian Hotelier that the Bermagui Beach Hotel fit into Epochal Hotels’ ethos of looking for coastal, destination venues, praising the vibrant township and accessibility for Sydney, Canberra and Melbourne.
The Beachview Motel offer also made the Bermagui Beach Hotel acquisition appealing, in the hunt for a full-service destination venue.
“Epochal Hotels is definitely targeting being a destination brand that’s somewhere you can enjoy world-class food and beverage, music, entertainment, but then also have the ability to stay within the venue or next to the venue. So
accommodation is a very important part,” Piper added.
Expected to settle later this month, the sale was brokered by JLL’s Kate MacDonald, who commended Gantner on his stewardship of such a singular pub.
“Finding large-format coastal assets located in single-pub towns opposite the beach, where you can watch whales migrating whilst enjoying fresh produce off the local fishing boat, are next to impossible to find and are always keenly sought after by the market. Yannis and his family have created a unique and very special offering which aligns perfectly with Epochal’s brand and operational approach. We look forward to watching the evolution of the venue.”
Epochal Hotels will take on some light enhancements of the Bermagui Beach Hotel, including increasing the capacity of the waterfront drinking and dining area.
Bermagui Beach Hotel joins the Epochal Hotels portfolio, which also includes the Harbord Hotel on Sydney’s Northern Beaches; The Beach Hotel Merewether, in Newcastle; and Scarborough Hotel in Wollongong.
These category-defying new SKUs from Smirnoff have been designed for high-tempo occasions, with the 18-29 demographic in mind.
SMIRNOFF LEMON FREEZE and Espresso Fire. Unlike flavoured vodkas, these two products create an unexpected sensorial kick. These aren’t flavoured vodkas. Lemon Freeze and Espresso Fire are a full-on taste and sensorial experience, ready to set tastebuds alight.
Lemon Freeze is bursting with citrus notes, not unlike the flavour of limoncello, then the ‘Freeze’ leaves an unexpected ‘colder than ice’ cooling sensation in your mouth long after the drink is finished.
Espresso Fire is deliciously spicy. The ‘fire’ explodes upfront with a warming heat, and has a fiery caramel espresso flavour.
The two new products were created for the Australian market in conjunction with a group of 18-29 year-olds, with their own hightempo occasions in mind. Lemon Freeze and Espresso Fire have been specifically developed to drink as a neat chilled shot.
“We are excited to bring these trend-leading products to market and can’t wait to ignite people’s tastebuds,” stated Maddy Stockwell, marketing manager – light spirits for Diageo.
“We have co-created Smirnoff Lemon Freeze and Espresso Fire with some of our core 18-29 year-old consumers to ensure they not only taste great, but also bring an exciting sensory experience – the shot literally has a ‘cooling’ or ‘warming’ sensation to match the vibes of the occasion.”
Versatile in nature, not only can these two new products be
enjoyed on their own, but they work well in simple serves and cocktails as well. Lemon Freeze works incredibly well in a simple soda spritz or a Frosé-style drink made with prosecco. Espresso Fire pairs perfectly with cola, or in a spicy twist on an espresso martini Whatever the occasion or serve preference, Smirnoff’s Lemon Freeze and Espresso Fire make for great new additions to your pub’s back bar or bottleshop.
Follow along the journey at www.instagram.com.au/ smirnoffaustralia
Smirnoff and Diageo encourage everyone to drink responsibly. Find out more at www.drinkwise.org.au
For an extra flavour sensation, try garnishing the Smirnoff Lemon Freeze with a wedge of sugar-coated lemon, and the Smirnoff Espresso Fire with half a strawberry!
Uncover the latest in gaming, hospitality, and technology advancement at the Australasian Gaming Expo (AGE) 2025.
THE AUSTRALASIAN Gaming Expo (AGE) returns to ICC Sydney from 12-14 August 2025, promising an immersive showcase of the latest in gaming, hospitality, and technology innovation. As the premier event for industry professionals across clubs, pubs, and gaming venues, AGE 2025 will again bring together hundreds of exhibitors and thousands of decision-makers for three dynamic days of connection, discovery, and insight.
Now in its 34th year, AGE continues to evolve as the gaming and hospitality sectors innovate at pace. The expo floor will host more than 200 exhibitors representing a diverse range of product and service categories. From gaming machines and wagering systems to security, payments, and venue design, AGE 2025 delivers an unmatched opportunity to explore the full spectrum of solutions for modern venues.
“Over the past 30-plus years, AGE has grown from a niche showcase into the largest event of its kind in the southern hemisphere,” Gaming Technologies Association CEO Jinesh Patel said.
“It’s become a vital annual meeting point for the entire industry, bringing clubs, pubs, hotels, manufacturers, tech providers, and service professionals together.”
If you’re a hotelier focused on gaming, Aristocrat has the biggest range of games, cabinets and solutions for hotels. Aristocrat has moved heaven and earth to bring you the best games!
• Heaven and Earth is a game designed with hotels in mind. It has a stunning Asian theme and multi-level hold and spin –with very attractive jackpots.
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• There’s many more games, including the follow-up to Thunder Empire - one of the strongest hotel games.
Bringing Aristocrat’s best games to light is The Baron – the gaming machine that heralds a new frontier in gaming, with a design that breaks norms, technology that leaps ahead and lighting that bursts with excitement plus the double bash button that hotel players want. Scan the QR code below to see a video of The Baron.
Aristocrat will also showcase Multilink – its innovative solution to link grand jackpots across all of its new game families. It’s a smarter way to link your links, enabling more efficient jackpot management and reduced costs. Find out more https://bit.ly/ MultiLinkAristocrat
Not forgetting Aristocrat’s CXS (systems) team who will be showcasing the latest solutions for gaming
Come and meet
Aristocrat’s hotel team at the upcoming Australian Gaming Expo. The ‘A’ team thanks you for your partnership
This year, a strong focus will be placed on technology-driven tools that streamline operations and enhance customer experiences. Exhibitors will showcase advanced point-ofsale systems, player loyalty platforms, business intelligence software, and cashless payment solutions tailored to the unique needs of clubs and gaming venues.
“Technology is no longer just about back-end systems. It’s about creating seamless, memorable guest experiences while streamlining service behind the scenes,” Patel said.
“From smarter POS and cashless solutions to digital ordering and data-driven decision-making, venues are adopting tools that improve speed, reduce costs, and personalise the customer journey. It’s about working smarter, not harder, and staying competitive in an increasingly experience-driven market.”
Entertainment and venue ambiance also remain key themes. Attendees can explore a wide array of audio-visual systems, lighting design, and furnishings to elevate the overall guest experience. Meanwhile, kitchen equipment and food service innovations will cater to the needs of venues aiming to expand or diversify their F&B offerings, with a focus on energy efficiency, speed, and sustainability.
Technology is no longer just about back-end systems. It’s about creating seamless, memorable guest experiences while streamlining service behind the scenes.
Jinesh Patel CEO
Gaming Technologies Association
For club and pub managers seeking to improve safety compliance, exhibitors in surveillance, access control, and responsible gaming tools will be on hand to demonstrate the latest advancements. Environmental solutions, including waste management, eco-friendly packaging, and energy-saving devices, will also play a bigger role, reflecting the industry’s growing commitment to sustainable practices.
Beyond the exhibition floor, AGE 2025 will offer a refreshed seminar program addressing leadership, future trends, regulation, and customer engagement. Attendees can gain insights from industry experts and thought leaders, ensuring they leave with practical takeaways to support their venue’s growth.
“These aren’t just talks,” Patel said.
“They’re timely conversations to help operators make informed decisions and adapt confidently in a fastchanging environment. It’s all about giving attendees real value and real perspective.”
Whether you’re looking to refresh your gaming floor, upgrade your venue’s technology, or simply stay ahead of industry trends, AGE 2025 is the place to be.
Dates: Tuesday 12 August to Thursday 14 August 2025
Location: Halls 1-4, ICC Sydney, Exhibition Building Register at: www.austgamingexpo.com
The Tabcorp team are ready to help you raise your game at the 2025 Australasian Gaming Expo. Secure your spot now and learn how to elevate your venue offering and engage your customers across wagering, gaming and entertainment.
Stand 460 | 12 - 14 August 2025 ICC Sydney
The 2025 Pub Leaders Summit, brought to you by Australian Hotelier and Coca-Cola, is gearing up to be another performanceboosting event for pubs across the country.
SET TO take place 21-22 July at Eatons Hill Hotel in northern Brisbane, Australian Hotelier is proud to announce the program for the Pub Leaders Summit conference
The conference program covers a wide range of topics affecting pub operations, looking at the challenges and opportunities that publicans are currently faced with, as well as looking ahead to how venues can future-proof their business.
“Australia’s pubs are incredibly diverse in their formats and operations, and this program and the speaker list covers a variety of experiences and operational streams. The throughline to it all is that the landscape pubs are working in is increasingly competitive and not without its challenges, and these sessions offer new opportunities, strategies, and best practice applications that can help your venues perform better,” stated Australian Hotelier managing editor Vanessa Cavasinni.
“We are very proud of this program, and think it will be of real and urgent benefit to publican.”
Topics to be covered include the crucial role entertainment is playing in pubs, and how the entertainment offer is evolving – with the national entertainment managers for both ALH Hotels and Australian Venue Co participating in that panel – the future of gaming as various jurisdictions grapple with how best to ensure responsible gaming, as well as a disinterested younger generation; and how to ensure
leadership wellbeing, so that burnout at the top doesn’t trickle down and affect your whole team.
Some well-respected industry leaders have joined the program, both from within Queensland and across Australia. Paul Carew, the new managing director of ALH Hotels, will sit down for a one-onone interview, outlining his priorities for Australia’s biggest pub group.
Richard Deery, owner of the famed Story Bridge Hotel and QHA president, will discuss the investment and growth opportunities in south-east Queensland, as well as participate in the gaming panel. He will be joined in both sessions by Albert Hakfoort, director of the Hakfoort Group. Hakfoort has just reopened the Lord Stanley Hotel in the heart of Brisbane, after a $15m renovation. Lucinda Dowling-Black, owner and operator of Full Moon Hotel, will discuss leadership wellbeing, while Adonis Ghanem, managing director of Ghanem Group will bring a whole-of-hospitality perspective to pub operations.
On the national front, Tom Francis, managing director of Francis Venues, with pubs in Victoria and New South Wales, will participate in a couple of sessions, while Ben Turner, Redcape’s GM of food can talk about F&B opportunities from a national lens.
One of the most rapidly-evolving areas of pub operations is the tech side, and two sessions at the Pub Leaders Summit will focus on this. Celia Harding, founder of Leoprd – the world’s first LEO (language engine optimisation) advisory – will discuss how the public is moving away from traditional search engines, and relying increasingly on LLMs like ChatGPT, Claude and Gemini. What does that mean for venue visibility, when you want your pub to be found online? Harding will break down what you can do to make sure ChatGPT and the like mentions your business in appropriate queries.
Also in the tech space, a panel session will break down what the ideal tech stack for venue operations looks like now, and where its heading. We’ll look at everything from loyalty management, at-table ordering, business intelligence software and, yes, AI. Our panellists providing insights come from a broad spectrum of experiences, including publicans and tech providers. Also joining the panel is Andrew McDonald, CIO of ASM Global (APAC), operator of multiple convention centres and stadia in the region, including Brisbane Convention & Exhibition Centre, ICC Sydney, and Suncorp Stadium. McDonald will be brining his insights from operating these larger venues, and what lessons can be applied to pubs.
Keynote presentations are also dotted throughout the program. These sessions will provide pub operators with insights and inspirations from experts outside of venues who can bring new ideas and takeways to your venue.
Kicking off proceedings is Shelly McElroy, CEO of Dream Culture. McElroy is an executive leadership coach, focused on creating the ideal workplace culture, and how it happens by design. McElroy has worked with many pub and hospitality groups in the past.
McElroy will deliver a keynote titled
‘Creating a Culture of Innovation for Pubs to Thrive’, looking at how pubs can foster a culture of innovation to stay competitive and drive long-term success. From empowering teams to think creatively to leveraging technology and improving customer experiences, this session will provide practical strategies to challenge the status quo and enhance hospitality.
Later in the day, Craig Woolford, senior analyst for MST Marquee (ex-Citi) will deliver a keynote on how the FY26 macroeconomic outlook will influence your pub. Analysing global and domestic factors, Woolford will break down the opportunities and challenges for the year ahead. Woolford’s keynote is brought to the program by Pub Leaders Summit Principal Partner, Coca-Cola.
Later in the day, Tom Graham, industry insights lead – BevAI for NIQ, will make an address titled ‘Full View Liquor – Where Beverage is Headed’, drawing on NIQ’s vast data resources fro the on- and off-premise both in Australia and across the UK and US.
Also taking place throughout the day is a series of publican challenges, encouraging attendees to get back to basics and test the skills essential to running a public bar. More information on that to be revealed at the Summit!
More speakers will be added to the program in the coming weeks, so keep an eye out on the Pub Leaders Summit website for more updates.
YOUR SPOT NOW!
Are you coming to the Pub Leaders Summit?
Scan the QR code to check out the full program, as well as buy tickets.
When: 21-22 July, 2025
Where: Eatons Hill Hotel & Accommodation
These are just some of the esteemed operators and thought leaders participating in the Pub Leaders Summit conference this year
As AI evolves at a rapid pace, where does it fit in pub operations? How can it improve efficiencies and revenue, without compromising the humanity at the heart of hospitality?
AI HAS been front and centre of the cultural, technological and commercial zeitgeist for the last couple of years. ChatGPT has been used for everything from marketing copy to health advice, while other AI programs have been used to augment, enhance or doctor imagery –necessitating a new level of scrutiny as to what’s real and what’s not.
A lot of these applications are fun to experiment with and can create great debate, but there are some significant commercial applications to AI that businesses are now considering, looking to optimise efficiencies and streamline operations.
In a report from Duetto, a cloud-based revenue management software for accommodation hotels, resorts and casinos, 61.1 per cent of survey respondents said their tech spend was increasing in 2025, with AI given a 4.5/5 importance rating in revenue management.
While the report focused on much larger hospitality operations, publicans are also showing a keen interest in how AI can be used in their businesses. In Australian Hotelier’s 2025 Annual Industry Leaders Forum, Momento Hospitality CEO David Clifton noted that the group has begun using AI applications, and that he was keen on exploring further how the group could harness this technology.
“I’m very curious about AI and how that can help shape staff and customer experience – we have been working with Axify, an AI booking assistant across the venues with great results. We no longer miss any customer calls and it gives our teams the opportunity to get closer to the guests in venue which is a good thing,” Clifton stated.
“Like every sector globally I think we are going to see more and more ways AI is going to influence the hospitality industry.”
Harnessing the power of supercomputers and amounts of data that are hard to fathom, AI technologies are evolving at speeds that are hard to comprehend.
Annette Verhoeff, a former pub operator and now owner of hospitality consultancy business Thrive Hospitality, has been a proponent for using AI as a marketing tool for a couple of years now, and in that time she’s seen the usage of AI in business shift dramatically.
“Initially, I used ChatGPT to help hospitality clients with basic tasks like content creation and social media planning. Now, working with more sophisticated AI like Claude, the applications are far broader. I use it daily for administrative tasks –crafting written content, creating action plans from meeting notes, summarising complex or long form
communication, and even as an IT support partner to walk me through technical issues,” Verhoeff explained.
“But the real value comes from using AI as a thinking partner.
When I’m working with operators on their business strategies or helping them navigate challenges, AI helps us explore different scenarios and solutions while staying grounded in practical reality. It’s particularly useful for comparing products or services, analysing options, and developing more thorough documentation.
“The biggest opportunities for pubs lie in how AI is being integrated into industry software platforms –from sales analysis and inventory management to rostering and even security systems. These tools are becoming more sophisticated in predicting patterns and automating routine decisions.”
At Quantaco, the hospitality financial experts and business advisors, the company is investing
in AI learnings and development to facilitate real-time, back-of-house financial analysis within venues.
“Increasingly we will see AI help in forecasting sales, helping operators better plan their rosters and ensure staff supply matches anticipated demand,” stated Quantaco founder and CEO Anthony Sullivan.
“We are already heavily investing in this space and have an active partnership with the University of Sydney to make sure we are leveraging some of the sharpest minds on building a smart solution that not only uses history, but weather patterns, special events and a myriad of other influencing factors on revenue.”
Understandably, a huge question mark around the use of AI is what human operations, skills and interactions it replaces – particularly in a pub setting where human
The Duetto report found that 61.1 per cent of operators would be increasing their tech spend in 2025. With AI being one of the forms of technology that businesses are looking to invest in, it can be a lot to wrap your head around.
Here’s what the experts suggest:
• Identify what AI can help you with: The Duetto report suggests figuring out what time-consuming, repetitive tasks AI can automate for you – whether that’s data analysis or pricing adjustments.
• Prioritise solutions focused on revenue management and guest experience: “Machine learning models can refine dynamic pricing strategies or suggest tailored promotions based on real-time demand patterns, maximising yield. Investing in AI that complements human service, rather than replacing it, will unlock both operational efficiencies and meaningful topline gains,” suggests Brady.
• Do your research: “Operators need to be circumspect. What’s marketed as ‘AI-powered’ is sometimes just good algorithms rebranded. The key is evaluating whether these platforms genuinely improve operations enough to justify their cost”, states Verhoeff.
The
key is understanding AI as a tool to enhance our work, not replace our expertise.
Annette Verhoeff, Thrive Hospitality
interactions are a foundational part of the experience of going to the pub.
But advocates for AI suggest that it will not replace human interaction or labour, but rather will increase the opportunities for more face-to-face interactions between staff and patrons. By taking on simple, time-consuming tasks, AI can free up humans to work on more creative and personable pursuits. The big winner? Guest experience.
“AI is transforming hospitality by optimising operations while elevating the guest experience. The key is leveraging AI to handle repetitive, time-intensive tasks—like managing phone inquiries and reservations—so that teams can be fully present during in-venue service,” stated Bianca Brady, co-founder and CEO of Axify, an agentic Voice AI for hospitality.
“This shift is crucial because the moment of service is when the guest’s wallet is open, and their experience directly influences spend. AI-powered guest profiling, for example, can provide real-time insights into preferences and past behaviours, allowing staff to personalise recommendations, upsell effectively, and drive higher check values.”
For venue operators considering if and how they can implement AI tools within their businesses, a mindset shift may be necessary.
“The key is understanding AI as a tool to enhance our work, not replace our expertise,” stated Verhoeff.
“It helps me work more efficiently and thoroughly, giving me more time to focus on the human-centred parts of the business.”
With AI evolving at speed, predicting how hospitality will use AI in a few months’ time – let alone the years ahead – can be difficult to predict. In the Duetto report, 86.1 per cent of operators suggested that predictive forecasting and demand analytics would be the main way AI would be used in their businesses in the
near future. For venues with accommodation, 69.4 per cent said AI would help with dynamic pricing optimisation. Competitive business intelligence (58.3 per cent) was another huge factor.
Using AI within compliance measures is another adoption within pubs where operators are seeing benefits, as these tools become more sophisticated at discerning patterns.
“AI is showing up in a growing list of products and systems these days; for instance, many new CCTV NVR’s have AI capabilities including object recognition,” explained Auscomply founder and MD Jason Thomas.
“The proper application of responsible AI has the ability to drastically improve human productivity and business outcomes. We live in exciting times akin to the industrial revolution and space exploration.”
Ultimately, for pubs, AI can viewed as another tool in a complex and dynamic commercial environment. The key to using AI effectively is to remember that it should not replace the human, hospitable elements that make the pub a favourite Australian third place. Instead it should make enhancing those human aspects even easier.
Keep up to date with the latest tech news!
This article first appeared in the Australian Hotelier Tech newsletter, a monthly email on all the latest tech updates relevant to pub operations. Topics so far have included revenue management software, the efficacy of TikTok, and language engine optimisation – the new ways people are searching for venues online.
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Operating pubs in a tourism hotspot like the Southern Highlands or the South Coast brings undeniable opportunity, but consistent year-round trade relies on diverse revenue streams and local loyalty, writes Molly Nicholas.
THE SOUTHERN Highlands of New South Wales has long been a tourism hotspot, renowned for its cool-climate wines, scenic landscapes and influx of weekenders from Sydney. The tourist-driven region offers plenty of promise – and at the helm of three pubs in the region, Steven Savic has built a local portfolio that thrives off the area’s appeal.
In 2018, Public House Collective – led by Savic and Stan Crinis – purchased the Robertson Public House & Kitchen, the first pub in the portfolio of a Wollongong-Kiama consortium.
“It’s nearly seven years since we purchased the Robbo, and for us, it was about buying a pub that offered authentic country hospitality. We were never interested in large CBD hotels, and we’re definitely not interested in gaming hotels. What we really wanted was a hotel that could offer an experience to customers through the warmth of country hospitality,” Savic told Australian Hotelier
Later, in 2022, Savic purchased his second Southern Highlands pub, the Mittagong Hotel, with a Canberra-based consortium, and just last year, Public House Collective expanded its portfolio with the acquisition of the Grand Hotel in Kiama on the South Coast. Brought to market for the first time in more than 20 years, the pub has undergone a refurbishment that taps into the rhythm of the region.
For Savic, building a business model that doesn’t rely on gaming revenue has been a deliberate and strategic move – and one that’s especially important in a region where pub visits are typically experience-led.
Instead, the focus has been on hospitality-driven income, and elevated food and beverage is one example.
“Good quality food and beverage is the way that we build our brands. We source local where we can – when you see the baker walk across the street in the morning to deliver fresh piping hot bread, that tells a story in itself,” he stated.
One of the more distinctive ways Savic has added depth to his pubs’ offerings is with the launch of Falls Distilling and Brewing Company, a distinguished tourism product created in conjunction with Mill Sheds Distillery.
“Over at Mittagong we delivered a brand called Falls Distilling and Brewing Company. Our first products were 40 Foot Gin and 60 Foot Vodka, both named after waterfalls on Mount Alexandra directly behind us,” Savic explains.
While the products are already available in the three venues, a development application has been lodged to bring production in-house to a distillery at the Mittagong Hotel.
“What differentiates me from the venue down the road if we’re all doing good food and good service? The logic behind the distillery is that people may stop by to see it, and subsequently they end up having a great pub meal. The development of that tourist product is critical to being a differentiator and it adds to the tourist marketing story.
“It’s not about becoming a big-time distiller, it’s about giving people a reason to stop, and that has got to be more than just a really good chicken parmy,” Savic continued.
By providing places for guests to stay, Savic sees accommodation as a further opportunity to extend the customer experience and open up another valuable revenue stream.
“For me, rooms are the new poker machines. There’s got to be a plan B to the gaming stuff. It may not come today, it may not come tomorrow, but reforms are always there, so there needs to be a plan B to protect your revenue stream. Accommodation is critical,” Savic told Australian Hotelier
“When you have tourists staying in your hotel, even if they’re there for an event, the chances are they’ll eat in the pub and have a drink in the pub, and that drives repeat custom. Alternatively, when you’re quiet, you get a worker who stays in your pub and eats and drinks – if they have a good experience, they’ll often come back with their family.”
Tourism brings undeniable opportunity to the pub landscape, but it’s not without its fair share of challenges. Staffing can create a major hurdle in regional areas, where local talent pools are limited and retaining skilled workers is tough.
Savic believes the best way to address such problems is to invest in training, development and opportunities for young people.
We source local where we can – when you see the baker walk across the street in the morning to deliver fresh piping hot bread, that tells a story in itself.
Steve Savic, Public House Collective
For me, rooms are the new poker machines. There’s got to be a plan B to the gaming stuff… Accommodation is critical.
“I like to use the word over promotion, because I think it buys loyalty, by investing in training and development. Our manager at the Robertson is a prime example of that. When we bought the hotel, Lewis was fresh out of school and working in the pub, but he had this natural ability, and subsequently, seven years later, he’s undergone a traineeship, completed a diploma and gone from a causal food and beverage attendant to licensee of the hotel.”
The cyclical and seasonal nature of tourism also adds a layer of complexity to operations, with trade fluctuating significantly between peak periods.
“If you look at Kiama, that swells to two or three times its population over the summer months, and then people go to ground over the colder months. Really, then, the strategy becomes giving people a reason to go out. You’ve got to develop a product that drives that visitation,” says Savic.
Although winter in the Southern Highlands brings a noticeable dip in tourism, it’s an opportunity to focus on community and reposition the traditional offer.
At the Robertson Hotel & Kitchen, ticketed events feature the likes of country star Travis Collins, while pig racing honours the anniversary of the film Babe, which was filmed in the regional town. Alongside the monthly Ciro’s Pizza takeover, the Grand Hotel’s food menu will also be given a seasonal makeover.
“We’ve designed a menu that’s going to be really winterfocused – things like a really nice clam chowder, beautiful pies and soups,” Savic explained.
While seasonal menus and events create a compelling reason for locals to keep pubs going as tourism crowds thin out, building local loyalty means more than just offering good food and drinks, it’s about having a consistent presence in the local community.
“When we went about developing the Robbo, a big part of the strategy was community engagement. People often talk about being part of a community, but what does it look like for a venue to truly be part of the community? It’s through employment, it’s through support, it’s through sponsorship, procurement, and adding value to that town.
“Again, at Mittagong, it was about local procurement and sponsorship of local grassroots sports. It’s not necessarily about top-tier teams, but getting involved in junior sports. It’s about family, connectivity, local recruitment, and giving kids an opportunity.”
When Public House Collective took on the Grand Hotel in Kiama, Savic says one thing was loud and clear – the local affinity with the pub.
“Everybody had a connection to the Grand, and a story
about what it used to be – a great country pub, warm and friendly, and a real part of the community. We saw an opportunity to re-establish that.
“In the eight months since owning the Grand, that local reconnect is where a lot of our growth has come from. We’ve gone back into sponsorship of local teams, and the vast majority of our staff are young locals. It’s a beautiful pub that’s responded really well to a bit of love.”
Some might see the need to cater to two distinct audiences as a challenge, but Savic himself is both a South Coast local and well versed in tourism, being the general manager of Accor Asia Pacific for almost 25 years before he became a publican. He emphasises the importance of smart, targeted marketing to convey the right message to the right people.
“One of my business partners, Stan Crinis, has been in the industry for a long time with his own venues, but he’s a really accomplished marketer, and his pursuit for quality is really important.
“We try to balance our tourism and local focus in marketing. For locals, it’s on-the-ground stuff and links to community. We don’t use discounting in our pubs because as an industry I think we’re too quick to devalue what we do, but we try to create bespoke offerings that give our locals a reason to come out.
“Targeting our tourists has to be through really good quality social media – a lot of our social media is focused on the outside market, driving into Sydney or certain demographics.”
It seems that the key to long-term success in a tourism hotspot lies in striking the right balance when satisfying locals and visitors. For Savic, that means creating venues that feel essential to the community while also creating a proposition that is attractive to out-of-towners, ensuring steady trade year-round.
We try to balance our tourism and local focus in marketing. For locals, it’s on-theground stuff and links to community…
Targeting our tourists has to be through really good quality social media.
Hakfoort Group has made a big investment in Brisbane’s Lord Stanley Hotel in the last three years – spending $35m on acquiring and overhauling the inner-city pub.
Buried under the beer garden are three 10,000L water tanks to irrigate the many hundreds of plants and reduce water usage, with Hakfoort saying it’s a “significant cost-saving” as well.
ALBERT HAKFOORT, director of Hakfoort Group, is not afraid of investing in a pub that needs it. In fact, that’s often how he identifies venues that would make a good fit for the group’s portfolio –venues with a lot of upside if – and only if – you’re willing to put in the work.
That was very much the case with the Lord Stanley Hotel in East Brisbane, which Hakfoort Group acquired in September 2022. Not only was the inner-city location a boon, but the venue’s need of attention meant Hakfoort saw possibility where others might see a lot of work and expense.
“The state of disrepair was an opportunity for someone who was willing to spend the capital and, dare I say, make the Lord Stanley great again.
“Most of the acquisitions that I engage in are normally distressed assets, so they’re either in administration or very close to it. And as a result, the first thing we do is to look where the wasted money is and to fix or to plug those holes. If there’s enough holes in a profit and loss that we can plug, then we can set about directing it to what is essentially a normal standard for our trading operations within the group. We have a benchmark based on the ceiling and trading hours that we can get it to, and that’s where we set our goals.”
For each venue Hakfoort takes on analytical assessment of what a venue needs and what it doesn’t. No two venues are the same. At the
Lord Stanley, Hakfoort identified that due to the demographics of the area, gaming was not a large revenue stream, and yet took up a lot of the venue’s floor space. There was also a disused standalone drive-through bottleshop at the rear of the venue, which the previous owners had used for storage. The first major change under Hakfoort’s renovation of the pub was to move the gaming room to the old bottleshop space.
“I’ve taken the gaming room out from where it was and put it into an area where, if you’re not interested in gaming, you’ll barely notice it’s there. It’s essentially encapsulated in its own little gaming space and the rest of the people that want to come to the venue for food and beverage can come there for that,” explains Hakfoort.
The space vacated by gaming also meant that the kitchen could be made larger, to focus on a better food offering. A lot of the redesign was also about opening up the venue – removing a lot of narrow corridors, opening up the dining space, and ensuring the public bar could service the majority of the venue. Upstairs, this also meant redesigning the function space to vastly expand its floor space.
“It was very impractical the way it was built. It had a bar that was essentially in the middle of a room. By the time you took your shelving, storage and the bar itself, it was halfway into the function room. We’ve removed it and relocated into a smaller footprint, but dare I say in a more
functional manner, which has opened up this function room to probably about 100 more people than what it used to hold,” states Hakfoort.
The upstairs function space also benefits from newly built deck, giving partygoers views over two streetscapes.
Green space in the urban jungle
Hakfoort identified one more pertinent opportunity for the Lord Stanley’s redesign –significantly expanding the beer garden, while ensuring it’s all weather-proof.
“We used the two driveways, one in and one out, to expand the footprint of the beer garden. That’s now the focal point of the Lord Stanley – a really nice, comfortable, aesthetically pleasing beer garden that you could enjoy feeling like you’re outside, but be covered by a retractable roof,” states the director.
Not only does the beer garden use a whole lot of underutilised square meterage on the site, but it’s also giving the local area something that it’s been lacking in a pub offer.
“The competition in the area, they either don’t have beer gardens, or they’re small and impractical.”
Taking inspiration from operators like Comiskey Group and what they’ve done with their outdoor spaces, as well as The Grounds of Alexandria, Hakfoort wanted to create an idyllic green space to enjoy a meal and a beverage.
“I’d rather be surrounded by plants than steel,
With the 2032 Olympics to be held in Brisbane, the massive global event has turned even more heads towards a city that’s already one of the fastestdeveloping in the country. Asked whether the Olympics factored into the acquisition and renovations of the Lord Stanley Hotel, Hakfoort said the infrastructure that comes with the Olympics certainly played a part in factoring into the investment.
“At the time of the acquisition, the State Government had declared that theWoolloongabba area was going to be a high-density or special zoning area that could be zoned up to 25 storeys – essentially highdensity living – and that’s less than 800 metres from the Lord Stanley. So yes, all of the building and the infrastructure and the people that will be coming to the area, it was the concern. And you could say, by virtue of that, that the Olympics was the driving force behind that.”
concrete and windows. So that’s why we put such a focus and expense into that, because it’s a place that I’d like to have a drink and I’d like to have a meal. It just feels good right in Brisbane to have a beer garden that takes advantage of the great weather.”
Hakfoort did the landscaping planning himself, with hundred of plants throughout the space, including a massive Canary Palm tree and a Pandanus tree – the latter of which had to be craned into the centre of the beer garden space. All up, the landscaping alone cost $700,000.
Having closed the Lord Stanley Hotel in May 2024, the renovation took just under twelve months to complete and cost a total of $15m. Speaking to Australian Hotelier just weeks after re-opening, Hakfoort said that the renovation of the pub spoke to what the locals in the area were after and what they had been missing – a traditional pub offer.
“We’ve purposely built facilities in this hotel that attract essentially the middle of the location that we’re in. We don’t want to set ourselves up to attract a nightclub crowd or the young crowd. And we also don’t want to put ourselves in the fine dining, very expensive bracket. We have intentionally put our pub menu back in there, similar to what we have in our other pub areas and venues, because the feedback that I have from people in this area was that they just want a good pub, and the Lord Stanley could be a good pub.
“We also put in a kid’s playground area, which gives the parents somewhere to go, because of my five closest competition venues, only one of them has a kids area.”
The neighbourhood has responded in droves to the new Lord Stanley Hotel. And of course, the most-talked about aspect is the beer garden, which Hakfoort says garners the same reaction by most people who see it for the first time.
“Wow.”
At the Kent Hotel in Newcastle, it’s been a year of standout achievements for longstanding bar manager, and now licensee, Zoe Tuilotolava.
TRANSITIONING FROM pharmaceutical medicine to hospitality, Zoe Tuilotolava began working at the Kent Hotel in Newcastle in 2014. In two years, she progressed from bartender to bar manager, and a decade later she is now the licensee.
Not only is Tuilotolava licensee for one of the most recognisable pubs in Hunt Hospitality’s portfolio, but the first female licensee of the pub in over a century of operations.
Tuilotolava told Australian Hotelier that being a woman with her name above the door is the achievement she’s most proud of, especially as a 32-year-old single mum.
“I consider this place my home, so to get my name on the doors was a goal, but I didn’t know that I would be the first female until I actually gained the position.
“Going forward, I’ll be encouraging females in the industry to step up as I have. In the way that they have supported me, I’m going to build a bigger platform for them. For females in the industry, especially within the Kent, it’s about giving them more – and
equal – opportunities, and creating a safer environment,” she explained.
From serving schooners as a part-time bartender to managing the group’s flagship pub, Hunt Hospitality managing director Stephen Hunt says Tuilotolava has turned staff engagement into a driving force behind the pub’s success.
“She started at the very bottom – but even then, she had a spark; a genuine warmth for customers, a work ethic others rallied around, and an instinct for bringing people together.
“Zoe has never lost sight of where she came from. Her style of leadership is rooted in empathy and inclusion. She listens – not just to problems, but to people. She’s built a culture where feedback flows both ways and where everyone feels heard and supported.
“Turnover is low, morale is high, and the team functions like a family,” Hunt stated.
According to Hunt, Tuilotolava has cultivated strong, lasting relationships with
her colleagues, suppliers and pubgoers, and her leadership was recognised when she was awarded Employee of the Year at the 2025 Newcastle Hospitality and Tourism Awards. She puts the win down to passion, dedication and loyalty.
Tuilotolava says: “Good results come from hard work. I didn’t expect [to win] but when I did, I looked at myself and thought, I deserve this. I really do deserve this, and I think it comes down to the fact I love what I do, and I do it with ease. It’s where I’m meant to be.
“The Kent is so much more than what people know of it. Back in the day we had a bad reputation, […] but we’ve come such a long way to make it what it is, and that’s why I’m so proud, because I’ve been here for that journey.
“I didn’t see myself here 10 years ago, but I’m so glad that I am still here and I see nothing but the Kent in my future.
“The next box I want to tick is investing either into the Kent or some sort of local hotel. Investing in the business will be my next step,” Tuilotolava concluded.
