Australian Hotelier June 2020

AUSTRALIAN

AUSTRALIA’S NATIONAL HOTEL INDUSTRY MAGAZINE

Vol. 37 No. 4 - June 2020

Open for Business What in-venue

trading looks like now

IN THIS ISSUE: NEW BUSINESS MODELS | PATRON ENGAGEMENT | BREWERY SUPPORT

Your go-to hub for resources, news, support and insights for pub professionals throughout the COVID-19 crisis.

www.theshout.com.au/stronger-together

#STRONGERTOGETHER SUPPORTING PUBS AND BARS

Thanks to our valued partners

MY MARKETING DEPARTMENT

CONTENTS & ED’S NOTE TAG

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

Contents 6 News: What’s happening in pubs

across Australia.

8 Community Table: How Hotel Bruny

brought a small island together in isolation.

10 Marketing: Why its important to be

communicating with your patrons right now.

12 Business models: Pub operations will Ed’s Pick

P12 20 Breweries and pubs: How pub operators

have been backed by breweries during the shutdown.

24 Mental health: We highlight the

avenues for coping with caused by the shutdown.

26 Online training: Have some time on your

hands? Freshen up your skills online.

28 Live sports: It’s more important than

have to adapt in the COVID-safe era

ever to be broadcasting sport in

and for some time to come.

your venue.

Ed’s Note Vanessa Cavasinni P: 02 8586 6201 E: vcavasinni@intermedia.com.au

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Cover venue: Smith St Social in Darwin.

Shot by: Faith von Lit

4 | Australian Hotelier

Average Total Distribution: 4,743 AMAA/CAB Yearly Audit Period ending 31 March 2019.

“TOGETHER, WE MADE MY FAVOURITE BOURBON” MAT THE W MCCONAUGHE Y

In the

news

WHAT’S HAPPENING IN PUBS ACROSS AUSTRALIA

Venues re-open nationwide

New trading practices on display at Smith St Social in Darwin.

As COVID-19 restrictions slowly ease across the country, some venues have begun to re-open.

AFTER A tough few months of restricted

for the group said they couldn’t have asked

the industry, a move that was received well

trade during the COVID-19 on-premise

for a better response from patrons and they

in states like NSW and Queensland on their

shutdown, pubs across the country were

even had the Chief Minister Michael Gunner

first respective weekends of reopening.

finally dealt some good news and allowed

pour their first beer.

to re-open, albeit under strict conditions.

“It was like Christmas had arrived but with

They said: “Our local customers were

a social distance twist! Patrons respected all

Each state is reopening at a different

particularly keen to get back to the pub

messaging and really made that extra effort

pace with a different roadmap and set of

and we really appreciate their support.”

in washing/sanitising hands, staying in their

guidelines, but as of 1 June, the on-premise

Open AVC venues across the nation are

social bubble and being that little bit more

is officially open in some form for the whole

accepting bookings while also keeping

country. Although some operators have not

space free for walk-ins and this was even

yet commenced trading, those who have are

the case while 10-patron limits were in

Carrington also experienced encouraging

remaining patient and positive for continued

effect. Venues have been configured to

results right from their first weekend of

improvements in future.

comply with social distancing guidelines,

reopening. Owner Naomi Ross said they

and increased cleaning and hygiene

initially opened for walk-ins only, but

area of the country to allow pubs to reopen,

measures have been introduced. Overall,

when they did open booking availability

had a great first weekend back according to

the spokesperson said, they’re trying to

four days later, they were immediately

Australian Venue Co (AVC). A spokesperson

help move things in the right direction for

inundated with support.

The Northern Territory, which was the first

6 | Australian Hotelier

patient with the team,” they said.

Elsewhere in NSW, Surry Hills pub The

NEWS

The Carrington has also changed the way they do things in the new normal of the pandemic, limiting guest visits to one hour to maximise table turnover, thoroughly cleaning tables between guests and generally stepping up cleaning and hygiene

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measures with sanitiser and personal cutlery and sauces for every table.

From the start it went well, and Ross said at the

response. They’ve been missing the chance to socialise and relax, without having to clean up

time: “We are consistently maxed out at the 10

afterwards - not to mention a draught beer and

people limit. There are only a few quieter spots,

some nice wines to choose from! The feedback

the 5-6pm weekdays, and then trade dropping off

following their meals has also been wonderful,

quickly after the last booking of the night.”

they’ve missed the pub,” Laundy said.

“The food spend has gone up per person for

The high demand from NSW patrons continues as

the obvious reason that food must be ordered for

restrictions are lifted further in the state, meaning

patrons to have a drink - instead of 30 to 40 per cent

great things for pubs and their staff. In fact, AHA

of people ordering food it is now 100 per cent.”

NSW said that from 1 June, over half of the industry’s

“Attention to hygiene is noticeable with patrons

workforce would be back in the job. That’s a huge

taking advantage of the bottles of hand sanitiser

uplift from the 94 per cent of staff stood down or

on every table along with the entrance and the bar.

terminated at the start of the shutdown.

Patrons are certainly wary of getting too close to

AHA NSW CEO John Whelan said: “We

each other which we have helped them with by the

have 44,500 staff back out of our workforce of

social distancing of the tables.”

75,000 – more will be put on in coming weeks

A time limit per group is also in force at Swansea

as COVID-19 restrictions are hopefully lifted

Hotel in the Lake Macquarie region. Justine Laundy

further. This is a massive step forward for hotels

said locals have taken to the reopening well and

and the NSW economy.”

understand the changes in the pub, which includes

State governments have planned more

table service, sanitiser readily available, and

restrictions to ease over June and July, drawing

encouraging EFTPOS usage.

more pubs open with them, as publicans

“Patrons have been so excited about returning to Swansea Hotel, we are overwhelmed with the

continue to adapt to this strange new world

Click here to view pub trade around the country

caused by COVID-19.

Swansea Hotel

June 2020 | 7

NEWS

Hotel Bruny’s community table Tasmania’s Bruny Island has a close-knit community of circa 600 people, so when Hotel Bruny cooked up some free food at the beginning of the shutdown, the island’s inhabitants got behind the gesture to make it a regular thing.

WHEN THE shutdown was announced on 23

residents who can’t leave their homes, we’ve had

March, Dave Gunton, owner of Hotel Bruny

hobby farmers offering up some of their produce

and his staff started freezing down stock and

we can use in meals, and now we have a backlog of

preparing the venue for the months ahead. With

people wanting to get involved. It gives you a great

some excess produce that was about to spoil,

sense of the connections made here.”

Gunton asked one of his chefs if he could whip

It’s not just residents that have got behind the

up a potato and leek soup. The amount of soup

Community Table concept – businesses have as

cooked up was so large that it took two people to

well. Local producers like Bruny Island Game Meats

get the pot off the stove. Not knowing what else

have donated 20kg of wallaby mince for meatballs,

to do with it, Gunton put the call out on social

while a local oyster farm was donating some

media for anyone on the island to come grab

produce as well. Since the concept has gathered

some free dinner to take home.

momentum through the hotel’s social media feeds,

After the success of that feed, a woman asked

Coopers have also chipped in, donating beer and

to anonymously donate $200 towards another

non-alcoholic beer so that residents can take home

free feed for the community – and so the concept

a cold beverage with their next meal.

of the weekly ‘Community Table’ was born. Since

“As you’re doing this, you’re building not just a

then, Gunton has received donations from Bruny

sense of community in its traditional form, but the

Island residents throughout the shutdown. He

business community is really coming together as

even received a donation from one woman who

well,” stated Gunton.

asked him not to tell her husband about it, and an

As restrictions ease, the publican and his team

hour later her husband donated and asked not to

want to continue the concept with people eating a

mention it to his wife!

meal on the premises.

Gunton said that more than free food, the

“Now that we’re slowly opening up again, it’s

community table offering was about creating a

something that we want to continue with an actual,

way for the Bruny Island population not to feel so

physical community table. The local community has

isolated throughout the pandemic.

supported us so well in the past, so its nice that we

“We’ve had people taking food up to elderly

8 | Australian Hotelier

can give something back to it.”

Click here for video

Take a look at Bruny Island culture and community values with Dave Gunton.

CUB, in partnership with the AHA, is committed to help raise $2 million for pubs and clubs through the For the Love of Your Local campaign.

This will help support them during these challenging times.

#loveofyourlocal

https://loveofyourlocal.com.au/

MARKETING

Cutting through the noise Whether your venue is still shut down or slowly re-opening, it’s more important than ever to keep your venue front of mind with patrons.

AS ON-PREMISE venues have been closed

crucial. And best of all, they are low-cost

for two months now, keeping front-of-

methods at a time when every dollar spent

mind with your patrons is more important

needs to be scrutinised.

than ever, particularly as restrictions start

outside the square,” states McGroder.

There are two key factors to make the optimal connection with your following.

First, it’s important that you start

to ease and patrons get ready to resume

It’s all about the content

engaging right now if you haven’t already,

frequenting hospitality venues.

As for the content, McGroder says to

so that you’re not losing that audience to

steer clear of anything too political

other venues. Second, it is crucial to know

Department (MMD), says that people have

Melissa McGroder, CEO of My Marketing

or divisive. Instead, focus on what’s

exactly who is your target audience, and if

‘mental menus’ of the places they want to

happening at your venue now, or flash

that has changed of late.

go and the experiences they want to have,

back to happier times.

when they think about going out – so it’s

“Keep it cheerful with positive stories

“If you haven’t defined your customer avatars and fleshed out your positioning,

crucial to have your venue somewhere in the

about what’s happening behind the scenes.

then it will be so much harder to create

top three of that mental menu.

If your venue is having a lick of paint, share

attention for yourself. You’ll waste

“If venues have stayed in touch with

it. If staff are doing additional hygiene

truckloads of time and money throwing

their audience through active marketing

training, share it. Flashbacks will help

darts at a board that has no defined

practices then keeping up high on this list

whet appetites, and of course if you’re

target,” says McGroder.

comes naturally,” explains McGroder.

doing takeaway then that’s your new core

“During COVID the same rules still apply. Plus, it’s exacerbated by the fact

business to tell everyone about too.”

“Get your marketing team on to revising your customer profiling to make

In these unusual times, try sharing

sure your target market is still correct,

that people are glued to the news and

content that you wouldn’t normally – it

then focus all your marketing efforts on

their social media feeds and even their

might help keep your following more

pleasing that market.”

emails even more than ever before, so

engaged than ever.

there’s a more captive audience out there yearning to hear what’s going on.”

So what are the best ways to engage

“We’ve all seen fantastic examples of venues from across the full spectrum sharing everything from cocktail recipes

with your audience during the shutdown/

to how to master the perfect pub schnitty

restricted trading? The basics of social

at home. There are still so many content

media channels, a well-designed website

opportunities – it’s just a matter of opening

and attention to your email database are

up the ideas vault and thinking a little

10 | Australian Hotelier

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for examples of how to address COVID-19 protocols

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BUSINESS MODELS

12 | Australian Hotelier

BUSINESS MODELS

A new way forward

Restrictions may be lifting, but the traditional pub model no longer works post-shutdown. Here’s some of the ways hotels will have to adapt their operations.

THE PRESSURE of the two-month shutdown has eased somewhat for venues all over Australia, as restrictions have been lifted to varying degrees, and pubs can begin in-venue trade once more. But with caveats to that trade in the form of social distancing and health safety measures, as well as patron wariness in an ongoing pandemic, pub operations cannot go straight back to business as usual. It will be a long time before pubs trade at pre-shutdown conditions, if at all.

“Whilst devastating, COVID-19 will force many, if not all operators to rethink elements of their business model to establish a more robust operation and somewhat ‘future-proof’ themselves to a certain degree,” states JLL Hotels & Hospitality senior vice president Ben McDonald.

Almost all aspects of pub operations will have to change somewhat – some just a little, while others will have to be overhauled completely.

Hygiene protocols With concern for people’s safety being paramount, hygiene protocols in venues will have to become even more stringent than they have been in the past. This is not only to ensure the immediate safety of staff and patrons alike, but in order to minimise the chances of a second wave of COVID-19 once more shutting down the country. With fears that a ‘Ruby Princess incident’ could take place in a hospitality venue, operators are taking more precautions than ever. As an industry that has always been stringent about hygiene, particularly around food, upping protocols to be stricter than ever will not be too big a leap.

“The hospitality industry has always had a heightened focus on food safety.

So that’s one big advantage for restaurant and pub owners to have some degree of confidence that they already have a strong hygiene culture,” states SafetyCulture COO, Alastair Venn.

While back-of-house protocols remain at the highest level, it’s in the front of house where things will have to change. First is a reconfiguration of your dining and other seated areas to create space between groups of patrons. Next is hand The Sporting Globe in Knox, Victoria

sanitiser made available around the venue. While pump bottles on every table

June 2020 | 13

BUSINESS MODELS

Watch

video here Venue configurations We spoke to Paul Kelly of Paul Kelly design to get his take on how operators will need to reconfigure their venues to not only accommodate social distancing restrictions, but to make patrons feel safe in their surroundings. Watch the interview left.

and bars are a place to start, Steven Speed at WDS

getting business going again. The faster that we can

Hotels has gone one step further.

monitor and intervene on risks, the more we’ll be

“We’ve got proper sanitising stations. I think

able to open up things a little further.”

sanitising is going to be here for quite some time.

COVID-19 will force many, if not all operators to rethink elements of their business model to establish a more robust operation and somewhat ‘future-proof’ themselves to a certain degree.

Ben McDonald, JLL Hotels & Hopsitality

We’ve gone with ones you don’t touch and they’re

Less contact, more comfort

branded, so they’re going to be here for quite some

One of the most fundamental shifts to the way pubs

time. People see it as soon as they come in, so it’s a

operate, is a switch to a model that reduces the

statement that we’re taking this seriously.”

amount of communal touchpoints and gathering

There are a plethora of different hygiene protocols to seriously consider now, including

main source of this shift, is a move from queuing

staff and patron temperature checks, the removal

and ordering at the bar, to a table service model

of communal cutlery stations, the inclusion of

that will see patrons stay mainly at their tables, and

sneeze-guard screens, and the regular disinfecting

order both food and beverage either from front-of-

of touchpoints like ATMs and handrails. There are

house staff or through apps. This reduces the need

even air filtration systems to help remove germs

for congregation, and long queues around your

from a space.

public bar area.

With so many new protocols that you can enact,

How ordering and payment is processed is also

having checklists to stay on top of it all will be

going through a big shift, as patrons and staff

handy as you and your staff get used to this new

alike are uneasy with handling physical menus and

facet of operations. At SafetyCulture, the iAuditor

cash – items which could be touched by hundreds

app is a free tool that includes checklists from

of people per day in a pub setting, so enforcing

everyone from Australian governing bodies to the

or highly recommending electronic methods of

World Health Organisation and the CDC. You can

ordering and payment are another way in which

use any of the checklists and even modify them to

venues can make everyone feel at ease.

best suit your venue and keep staff on top of all that needs to be done.

While table service is currently a trading restriction in most states, some pubs groups have

“You can create really short checklists that

begun enacting the move long-term, as a method

your team can take two minutes to check. But it

of reducing community transmission and to make

gives you almost a real-time feedback within your

patrons feel more comfortable within their venues.

business to know in an analytics model that in this

Signature Hospitality Group has introduced a new

location they missed inspections today, and what

tap-to-order system to all of its The Sporting Globe

are the most commonly failed items. So you can

venues. After being seated, guests will use their

take action on that really quickly,” explains Venn.

own smartphones to tap the new devices set up

“That really is what we believe is the key to

14 | Australian Hotelier

among different patron groups within the pub. The

at the tables, which opens up the relevant website

BUSINESS MODELS

Extensive changes have been made by WDS Hotels at The Russell Hotel and Fortune of War

or app, allowing them to order their

setting? Stevan Premutico, founder

food direct to their table. The device

of me&u and a long-time advocate

There are more than 100,000

also automatically enters the venue

for the need for operators to adopt

free checklists available

location and table streamlining the

technology within their operations,

through SafetyCulture. You

ordering process and limiting contact.

says it’s all about the atmosphere

Checklist galore

can find a collection of

“This technology was designed in-

hospitality checklists here,

house to complement and support the

something we’ve all missed while

that cover everything from

existing team structure and to create a

pubs have been closed. He uses an

re-opening for the first time,

safer and more compelling dining out

example of a host as a way pubs

employee procedures, food

experience for guests,” said a Signature

can adapt to this new scenario.

assessment and key area

Hospitality Group spokesperson.

inspections, plus much more.

At Australian Venue Co (AVC), the

The faster that we can monitor and intervene on risks, the more we’ll be able to open up things a little further.

Alastair Venn, SafetyCulture

“In the evolution of the pub industry, the role of the host

group has partnered with Mr Yum

becomes really critical. A host meets

across all of its venues for at-table

you, greets you and seats you upon

ordering via app.

arrival. That person is not there to

“We’re going to have a lot of focus

16 | Australian Hotelier

and the human connection –

do the low-value stuff like take your

on contactless options for ordering

order and organise payment. Tech

and payment. I think it’s inevitable

can do that low- value stuff better

that there’s going to be greater social

than a person,” suggests Premutico.

distancing [long-term], so looking at

“The high-value stuff is the

things like placement of tables and

connection, the rapport, the fun,

gaming machines are crucial,” states

the banter that happens when a host

AVC CEO Paul Waterson.

interacts with a table. So if we can get

So with a move from bar service

rid of the low-value crap and allow

to table service and less mingling

the high-value magic to take centre-

and movement in between areas

stage, then everyone wins. It’s not a

of a pub, how does a venue retain

tech-centred experience – far from

a casual pub feel, rather than

it, it’s a human-centred experience,

becoming a more formal restaurant

that’s driven by tech.”

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BUSINESS MODELS

Spaces will need to be reconfigured in line with social distancing rules

Cash flow options

Changes in patron behaviour

With so many mandatory or recommended changes to be made to the pub business model,

In late April, me&u

significant expenditure is inevitable. While

conducted a survey of

capex is part and parcel of any hotel business,

Australians nationwide to

the need to spend it now is particularly painful

gauge attitudes around

when there has been very little revenue coming

hospitality in light of the

in over the last two months – let alone profit.

COVID-19 pandemic.

At WDS Hotels, which is located primarily

The results showed a

in the tourism and corporate end of Sydney’s

public that was keen to

CBD, Speed has been very comprehensive in his

get back to pubs, bars,

overhaul of the Fortune of War so that his venue

restaurants and cafes, but

will be in its best position to recommence trade.

with some slightly different

But it has come at a cost.

behaviours. Here are the

“The Rocks and Circular Quay relies on ships, tourists and corporates, so we have to do it better than ever because people want to feel

Fortune of War’s branded hand-sanitising stations

safe to come back into a venue. We’ll be under the spotlight. [But] it’s going to cost us money to

thinking about the new trading environment that

do this, we will lose money.”

pubs have to contend with and adapt to. The

So how can venues get a hold of funds

points made here barely touch the surface, and

at such an imperative time? Morgan Kelly,

it can feel overwhelming when thinking about

partner – restructuring services at KPMG, says

what the future will hold for pub trading.

now is the time to talk to your bank, as well as

But in the midst of all of that, the need to

consider reaching out to private equity firms.

restructure certain parts of your business can

But for the best results be prepared with a

be seen as an opportunity; a chance to reinvent

detailed business plan.

parts of the business – and in fact, the wider

“If loans can’t be sorted out look to business

industry – that were stagnant before COVID-19.

restructuring options. But make sure you go in

It’s a chance to look at things that ‘we’ve always

with your revised business plan that demonstrates

done that way’, and reassess their worth.

how you will continue to be a viable and newly innovative business,” suggests Kelly.

There is so much to consider when it comes to

18 | Australian Hotelier

And amid all the chaos and stress, that’s a silver lining if there ever was one – the chance to create something new, and something better.

key takeaways for pub operators to consider.

• 65%

have

a preference for a digital menu

• 60%

are wary of

standing in queues due to hygiene concerns and;

• 95%

want to

pay on card or via their mobile device.

BEER

Hand in hand Pubs and beer go hand in hand, so it’s no surprise that when pubs were forced to close, it was the breweries who were among the first to show their pub partners support – and have continued to do so over the last two months.

Stomping Ground has donated 5000 schooners of beer to pubs across Melbourne

PUBS HAVE been under immense

– CUB and Lion – had stepped up with

on in the crisis, and quickly started the

pressure in the last two months. For all

initiatives to help support their pub

‘For the Love of Your Local’ campaign.

the good of pivoting to takeaway and

partners in any way they could. Lion

Through the initiative, the public could

delivery models, it still does not make

immediately announced that it would

purchase a $10 voucher for 2-for-1

up for the normal turnover a venue

credit any unused kegs that would

pints of Great Northern Crisp or Carlton

would make with its doors open, the

otherwise go bad, and to put a little more

Draught when their local re-opened,

music pumping and the beer flowing.

money back into the coffers.

with the money to go directly to their

The industry was shellshocked at the

Within the first month, Lion had credited

nominated pub.

end of March when venues were forced

more than 4000 venues nearly $23.5

to close, with operators trying to get

million for approximately 85,000 kegs.

raising $1 million, but after smashing the

their heads around how to keep their

It has also cleaned over 10,000 couplers

goal late last month, CUB has doubled the

businesses afloat and their staff employed.

and other pieces of draught equipment for

target to $2 million.

It didn’t take very long to realise that cash

its venue partners.

flow was going to be a real problem.

“We remain absolutely committed to

The scheme started with a target of

“Some venues are facing the prospect of never opening their doors again if they

doing everything we can to support licensed

don’t get cash flow. It is an unprecedented

Putting your money where your mouth is

venues during this challenging period,” says

challenge, not even during the world wars

managing director James Brindley.

or the Depression did the pubs close,”

Within a fortnight of the announcement,

At CUB, the company identified cash

the two biggest brewers in the country

20 | Australian Hotelier

flow as a major problem from pubs early

stated CUB CEO Peter Filipovic.

“But we know Australians want pubs

BEER

and clubs to keep their place at the heart of many

I think operators and suppliers have to work with each other in

local communities once this crisis is over.”

Welcome support Once many venues began to adapt to a new

whatever way they can to get

takeway/delivery model and were granted the

through the COVID-19 crisis

and Lion also stepped up by supplying partners

and come out the other side successfully.

Justin Joiner, Stomping Ground

license conditions to sell takeaway alcohol, CUB with the squealer and growler bottles necessary to sell takeaway draught beer.

All of these initiatives have been welcomed by publicans across the country who have been looking for fiscal relief in any form they can get it.

“Lion have been fantastic during the last few months – taking back all our kegs and giving us a credit for them so that when we are reopened, we can get a new opening stock and we haven’t had to pour the existing stock down the drain,” states Tim McLernon, general manager of the Three Pound Group in Perth.

“Our Lion guys have kept in constant communication with us and have shown a genuine compassion and care for our business and staff which will not be forgotten.”

For single venue operators, the support has been even more crucial, as Annie Hateley, operator of the Drums Hotel in Coburg, Melbourne, can attest.

“With the bar and bistro being closed for nine weeks, our food and beverage revenue is down by about 90 per cent. The support of Government and key suppliers such as CUB has been really important to our financial viability.

“It’s been tough for the entire pub industry and it’s still a long road ahead for many operators. So, CUB raising $2 million for our industry is a real lifeline for many venues.”

Taking stock As pubs begin to re-open, breweries continue to support their pub partners by donating free kegs of beer across the country to kick off beverage sales.

But it’s not just the big guys getting in on the act.

Melbourne-based brewery Stomping Ground is celebrating the reopening of Victorian pubs this month by shouting 5000 Melburnians their first beer at more than 50 pubs in the state’s capital. With the owners having experience in both the brewing Peter Filipovic, CEO of CUB (left) and Bob O’Kane, owner of All Nations Hotel

and pubs business (they also own and operate the famed Local Taphouse in St Kilda), they understand how crucial the on-premise side of the business is

June 2020 | 21

BEER

to the beer industry.

“I think the shutdown has confirmed what we already knew - that the hospitality industry is a crucial part of the beer industry. Pubs, bars and restaurants are where punters are more likely to try a new product, find a beer they love, and tell their friends about it. Many breweries also have a hospitality component to their businesses which enables them to get valuable feedback directly from their consumers,” stated Stomping Ground coowner Justin Joiner.

Initiatives like the Stomping Ground 5K initiative, Lion trucking free kegs of XXXX to outback Queensland pubs, and CUB raising cash flow for its hotel partners, show that the hotel and beer industries are tightly linked, and that when one falters, the other is there to help it get back on its feet.

“I think operators and suppliers have to work with each other in whatever way they can to get through the COVID-19 crisis and come out the other side successfully,” states Joiner.

“We will all need each other if we are to restore our industries to anything like they were before, so the more we can work together the better.”

A truck leaves the XXXX brewery with free kegs for outback Queensland pubs

Support in numbers Over 10,000

More than

$2 million

30,000+

couplers

80,000 kegs

cash flow

bottles

cleaned

credited

pledged

donated

The Camfield in Perth will re-open with fresh beer thanks to its partnership with Lion

22 | Australian Hotelier

MENTAL HEALTH

It’s okay to not be okay Whether it’s in the midst of a pandemic or business as usual, actively managing mental health is extremely important for you and your staff, as Brydie Allen writes.

THE RECURRING uncertainties of 2020 so far

to help alleviate through their partnership with

have been proven to have detrimental impacts

Healthy Hospo to provide a free online course for

on our mental health. It has the potential

personal and workplace wellbeing.

to negatively affect you, your staff and your

“The biggest issue we’ve seen in accessing

colleagues, with 88 per cent of the country’s

mental health [help], is the stigma. That debilitating

hospitality workers suffering from increased

first step is quite frightening for a lot of people,”

stress and anxiety during the pandemic.

Campbell said.

That’s on top of what can already be a stressful

“The course focuses on destigmatising mental

industry, as Tim Etherington-Judge, founder of

health issues that are prevalent in hospitality in a

Healthy Hospo says.

non-discriminatory environment. We’ve eliminated

“It’s an extremely demanding and often unhealthy industry to work in… and we often suffer in silence.”

That’s why now, in a time when we easily recite the good hygiene techniques for physical health, it’s

the debilitating first step of reaching out for help by allowing anyone to sign up (for themselves or their venue) without a human stop gap.”

The two-level mental health course is part

important to give the maintenance of mental health

of SBL’s suite of hospitality training modules,

the same treatment.

originally created to offer venues a free and

Actively managing your mental health and

easy solution to online learning. Mental health

supporting your staff and colleagues to do the same

components covering topics like sleep, burnout and

can do a world of good through this pandemic and

stress were already in the works pre-pandemic.

beyond. Starting healthy habits now may not be as

These have been developed further in the current

See the links

hard as you think too, especially with a range of

climate to cover more areas including specific

below for the

specialised services on hand to help.

COVID-19 topics, as well as be accessible to

organisations

individual learners.

mentioned in

WHAT YOU CAN DO

Like SBL, hospitality mental health organisation

The most important step in managing mental health

Hospo for Life had services available pre-pandemic.

is the first one. Duncan Campbell, co-founder and

Created by chef Liam Crawley, Hospo for Life has

COO of Small Batch Learning (SBL), said this can

now evolved to provide new avenues of support in

often make it harder for people already struggling

response to circumstances the industry now faces.

with mental health, who are also concerned about

Hospo for Life provides access to psychologists

time, money and stigma. It’s something SBL wanted

24 | Australian Hotelier

and mental health services around the clock for

Access help

this story: •S mall Batch Learning • Hospo For Life • Livin

MENTAL HEALTH

members of the hospitality industry. As on-premise venues were forced into lockdown, they launched the weekly video series #HospoHappyHour, supported by Warner’s Gin. Episodes in the series feature discussions with health professionals and industry members about topics like managing stress and coping with isolation.The benefits of the SBL x Healthy Hospo course and Hospo For Life are that they provide the most contextual mental health advice for those in the industry.

FOR YOU AND YOUR BUSINESS As more venues start to slowly reopen and more staff come back to work, there’s also a business case for keeping mental health management a priority.

Luke Foster, psychologist and mental health advisor

TOP TIPS FROM HOSPO FOR LIFE Hospo For Life Founder Liam Crawley, gave Australian Hotelier these top tips for hospitality workers to look after their mental health.

for Livin, said poor mental health will affect over half

Focus on getting enough sleep: aim for seven to nine hours per night.

of Australians during their lifetime, therefore costing

Keep active: aim for 30 to 40 minutes of exercise or movement most days.

businesses around $13 billion each year.

“The good news is that for every dollar a business invested in creating a mentally healthy workplace, they get an average return on investment of $2.30 by reducing lost wages, absenteeism and presenteeism,” Foster said.

“Not only this, but knowledge and understanding

Maintain your social connections beyond just social media platforms: reach out to a friend most days for a coffee catch up, phone call or video link up.

Think of different ways to be active: walk your dog, garden, ride a bike, or play with children.

Be conscious of your alcohol consumption: aim for four to five alcohol-

about mental health and mental health issues has been

free days per week.

shown to defeat stigma and ultimately save lives.”

Develop good sleep habits: avoid blue lights from phones and IT usage for

Livin, which is a mental health charity committed to breaking down the stigmas of mental health and saying ‘it ain’t weak to speak’, has also developed a wellness program for businesses, called Livin Well in the workplace.

SBL’s course too, looks at the importance of a healthy workplace from both a personal wellbeing and a business perspective. But Campbell also raised the importance of publicans looking after themselves at

30 to 60 minutes before bed and stick to a regular bed and wake up time.

Manage uncertainty by keeping focused on the present: try to focus on what you can control.

Do something for someone else: volunteer, cook for someone, or phone someone who is more socially isolated than you are.

Develop routines: structure is a strategy for managing stress.

Reach out for help if you need: talk to a psychologist, a GP or a counsellor and be proactive about your mental health just like your physical health.

the same time.

“Probably the biggest message we want to get out is that it’s okay not to be okay. This lockdown situation is something that we could never prepare for and we see publicans and managers asking themselves if they did enough beforehand to help their business. So we want publicans to look more kindly on themselves when it comes to this,” Campbell said.

“The entire focus at the moment is on keeping the business alive and restrictions aren’t making that any easier. What we cover in the course aims to help publicans and their staff understand their feelings, understand their emotions, and understand that it’s okay not to be okay.”

June 2020 | 25

TRAINING

Upskilling online Want to use some unexpected downtime to hone your skills?

Small Batch Learning’s free video tutorials will help management and venue staff learn get back to work with even more talents up their sleeves.

EVEN AS pubs begin to re-open, it will

management system already being

such as beverage knowledge; how to taste

be some time before trading hours, and

used by Australia’s most recognisable

and recommend drinks, including wine;

staffing requirements return completely

hospitality brands.

service skills and upselling; and mental

to normal. As such, many workers within

Whether you work in or manage a hotel,

wellbeing in the workplace.

the industry have found themselves with

bar, pub or restaurant, our world-class

unexpected down time.

content enhances you and your team’s

can sign up for free accounts, which is

Not every one wants to be productive

Both individuals and venue managers

skills, customer service and product

particularly welcoming at such a time

during this time – some people see it as

knowledge, in a setting that respects the

of financial pressure. For a taste of the

a chance to rest and regroup. But for

learner’s time and intelligence.

content, check out the video below on

anyone who is in need of a project or something to keep them occupied, online video tutorials are a great way to not only stay busy, but to upskill in a time when competition in the labour market is tougher than ever.

Small Batch Learning is a free online training platform for hospitality that opens up a world of beverage service expertise – at zero cost.

Individuals can access courses, product training and hundreds of recipes, earn certificates and turbocharge their professional development.

For managers, it’s a useful tool to train your team with a purpose-built learning

26 | Australian Hotelier

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LIVE SPORT

Kicking off again As both of Australia’s footy codes resume this month, live sport remains more important than ever as a driver of pub trade.

BESIDES BEING able to attend the pub, one of the things Australians have missed the most of late has been live sport. With the NRL resuming on 28 May, and the AFL following closely behind on 11 June, Australia is leading the way in offering captive audiences professional sporting contests once more.

Pubs have always used live sport as a way to attract patronage and increase spend, but as the general public still cannot attend live matches — and will likely be unable to do so for quite some time — broadcasting live games in venue is more important than ever.

The Public House at Highfield Caringbah is the unofficial home of NRL in Sydney’s Shire region, with 80 screens including three massive TV walls, along with state of the art TAB facilities. Having missed it in the first quarter of this year, live sport has a renewed importance at this Feros Group pub.

“Pubs and live sport have always gone hand in hand. The simple pleasure of going to the pub with your mates to have a beer and watch the footy is a way of life for many people,” said Ben Auricht, group marketing manager of Feros Group.

“With this in mind, having live sport and the NRL being played in our pubs again has never been so important. It brings back a level of

28 | Australian Hotelier

LIVE SPORT

extremely stressful times we have all

THE NEW SPORTING EXPERIENCE

been facing. It allows people to come

However, in the era of a pandemic,

together and connect with their passion

sports viewing cannot immediately return

point which is NRL, which they haven’t

to normal. Thus, groups like Australian

been able to do for a while. And further

Venue Co (AVC) are creating packages

more with NRL fans not being able to go

around live sport to guarantee minimum

to the games at the moment, pubs like

spend at a time when every dollar counts.

normality to people’s lives after the

the Public House have become like a home ground for many fans. They

a cornerstone to our pub experiences

can come in, grab a cold beer, sit with

nationally, but we will have to change a

their mates and watch the footy, just

few of the ways we approach and manage

like being at the game or maybe

the events, at least until restrictions

even better.”

are eased,” states AVC’s Victoria state

On the other side of the country, The Camfield is gearing up for the return of the AFL season.

“We will be having a very big upcoming The Public House at Highfield Caringbah

I think venues that are able to use live sport events in their venues will have a massive advantage in getting back up and running.

Tim McLernon, Three Pound Group

manager, Ben Anderson.

To comply with state regulations, league events like AFL, NRL and EPL may be ticketed at some of the group’s major

focus on live sport at The Camfield. We

sporting venues. Generally, the tickets

are focussing a large part of our marketing

will be part of packages ranging from

efforts towards the first four rounds of

$25-$60 which include food and

the AFL season as we think people will

beverage options.

be looking for an event-based experience

“This will allow us to control our

when they come back into pubs around

capacities to maintain social distancing

Australia,” says Tim McLernon, general

practices and ensure customers are

manager of Three Pound Group.

enjoying meals with their beverages to

“The Camfield is perfectly placed to provide this so we have set up our large

comply with different state restrictions.”

The group has launched sports

marquee in the beer garden so that

packages at all of its pubs across

patrons can still watch the footy on our

Australia. For $60, punters can enjoy a

big outdoor screen even in

guaranteed spot with a view of the screen

poor weather.”

for two hours, choice of a classic pub

Live sport viewing has always been a great way to entice patrons to stay

meal and two house beverages.

“We are currently in the process of

longer – and spend more – at the pub

developing a premium package offering for

then they might otherwise. As one of

some of our venues which will include a

the main broadcasters of live sport for

private room, footy feeds and bottomless

venues in Australia, Foxtel Business

beverages. These packages will be

understands the value a live game can

available until restrictions ease and allow

bring to a pub.

for greater capacities in venues.”

“Live sport on Foxtel brings fans into

However you decided to capitalise

venues where they can watch every game

on live venue, it is definitely a revenue-

live. With games from Thursday through

raising stream of operations in the current

to Sunday, venues can offer a range of

environment of people yearning for a

catering options to encourage patrons

pub atmosphere and a good contest, as

to dine, drink and ultimately stay longer

McLernon believes.

with their family or friends. Live sport

The outdoor marquee at The Camfield

“Sports will absolutely continue to be

“I think venues that are able to use live

also helps create great atmosphere and all

sport events in their venues will have a

round positive customer experience which

massive advantage in getting back up

brings repeat business.”

and running.”

June 2020 | 29

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