Australian Hotelier October 2020

AUSTRALIAN

AUSTRALIA’S NATIONAL HOTEL INDUSTRY MAGAZINE

Vol. 37 No. 8 - October 2020

LIVE AT YOUR VENUE IN THIS ISSUE: COVID-SAFE EVENTS | LIVE SPORT | COCKTAILS

OCTOBER FES LIVE AT YOUR VENUE

EVERY GAME BEFORE THE GRAND FINAL LIVE

EVERY GAME BEFORE THE GRAND FINAL LIVE

EVERY FINALS GAME LIVE

Event availability correct at time of publishing and may be subject to change. Available for Foxtel Business subscribers only. Foxtel marks are used under licence by Foxtel Management Pty Ltd. BUS0464

ST OF SPORT It’s one of the biggest months of sport in 2020.

Both NRL and AFL Finals, Bathurst 1000, NBA Finals, NFL, weekly UFC, and so much more.

All at the same time.

In a month bursting with first-class premium sport, every moment counts. And when it comes to live sport at your venue, you’ll never miss a moment on Foxtel.

Live NFL every Friday, Monday and Tuesday lunchtime

Supercheap Auto Bathurst 1000 Live with no ad-breaks during racing

Every day of Roland-Garros live on Fox Sports

Live UFC every Sunday in October

Join Foxtel Business today Call 1300 804 981 or visit foxtel.com.au/venues

CONTENTS & ED’S NOTE WE ENCOURAGE RESPONSIBLE DRINKING Get the facts DrinkWise.org.au

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

Contents

P10

SPECIAL FEATURES

REGULARS

10 Live sport: Get your venue ready for

4 News: What’s happening in pubs

a record-breaking month of crowdpleasing fixtures.

14 Outdoor events: Comiskey Hotels Ed’s Pick

is pulling off successful COVIDSafe events.

across Australia.

22 Design & Build: Iris Capital has taken on

an icon with Hotel Steyne.

26 Tales from the Top: Creating a

personalised experience and repeat

18 Drinks: Cocktails you can’t make at

business through data.

home are being used as driver of patronage in venue.

GENERAL MANAGER SALES – LIQUOR & HOSPITALITY GROUP: Shane T. Williams GROUP ART DIRECTOR – LIQUOR AND HOSPITALITY: Kea Thorburn kthorburn@intermedia.com.au GRAPHIC DESIGN: Ryan Vizcarra ryanv@intermedia.com.au

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the one your favourite bartender makes you.

ease, there’s an initial

And you certainly can’t enjoy a live music act

onslaught of patrons

or other forms of entertainment at home like

wanting to hit up their

you can at the pub. It’s more important than

favourite pub after

ever to pay attention to getting these offerings

months of being away.

right, so that more patrons return to your pub, and often.

You’ll find features on all of these streams

and the different behaviours that have been

in this issue, and how different operators are

ingrained over the past six months. This is

making them work for them. Happy reading!

where different streams of operation kick in – the things that can’t be replicated at home,

Vanessa Cavasinni

that a patron can only really enjoy at a pub.

P: 02 8586 6201

Yes, live sport can be enjoyed at home, but

E: vcavasinni@intermedia.com.au

it is very difficult to capture the same kind of atmosphere you get from groups of people cheering on teams at their local. You can

‣ Pub Dining

attempt to make your favourite cocktail at

‣ Bar, Beer and Cellar

home, but it’s never going to be as good as

‣ Cider

4 | Australian Hotelier

NATIONAL SALES MANAGER: Jason Wild Tel: 02 8586 6213 jwild@intermedia.com.au

SUBSCRIPTION RATES

As restrictions start to

to counter the public’s wariness of crowds

JOURNALIST: Brydie Allen ballen@intermedia.com.au

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

Editor’s Note But after that first time back, venues still need

EDITOR: Vanessa Cavasinni vcavasinni@intermedia.com.au

To subscribe and to view other overseas rates

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

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TAG

In the

news

WHAT’S HAPPENING IN PUBS ACROSS AUSTRALIA

Imperial Hotel, Bourke Street

CALLS FOR VICTORIA’S ROADMAP TO BE REVISED

“The debt-cliff of Victoria’s 1,450 pubs and hotels cannot

AS THE number of people testing positive for COVID-19 in

be walked away from. It continues to mount daily, along with

Victoria continues to fall, the Andrews’ Government is facing calls

anxiety and mental pressures.”

to bring forward its timeframes for easing restrictions in the state.

The Australian Hotels Association Victoria’s President David Canny said the sharp reduction in COVID cases warranted greater flexibility in the Government’s Hospitality Industry Restart Guidelines.

“Regional Victoria is leading the way and country pubs should be allowed to increase their patron capacities for indoor areas,” Canny said.

“Ten people for two indoor spaces should be increased to 20

Australian Venue Co (AVC), is also calling on the Government to re-examine its policy regarding outdoor spaces, when metropolitan areas move into step three.

AVC said it has started discussions with the innovative team at City of Melbourne about bringing dining spaces and socially safe beer garden pop-ups to rooftop parking lots, riverside terraces, iconic laneways and major CBD streets.

However, with news of blanket capacity restrictions for outdoor dining in regional Victoria this has cast doubt over the

people per enclosed space. This will pave the way for the safe

viability of these plans if metropolitan Melbourne is to follow the

opening of metro venues.”

same capacity limitations.

The roadmap to recovery stipulates venues will be allowed

CEO Paul Waterson said a crucial element to making the

to reopen, with restrictions, under the third step. This is now

Government outdoor dining plan successful will be the ability to

in place for regional Victoria, but metropolitan venues are still

have multiple outdoor spaces activated with capped capacity.

facing closure until late October.

AHA Vic is asking the government to revise its COVID

“Effectively the Government announced venues can have one outdoor space of 50 people per venue in regional Victoria. Such

roadmap modelling, so there is a better balance between lives

a restriction would fundamentally change the ability to activate

affected and livelihoods lost.

the city at scale.

“Our processes and procedures make us COVID Safe to

“After what has undeniably been the most challenging of

open. We are, and have always been, strongly committed to the

times, to be able to get our staff back to work and do what we

health and safety of our patrons and staff. We want to reassure

do best – serve Melbourne, is exciting. However, based on the

Government that this is paramount in our operations. But we

current regional areas re-opening restrictions, Melbourne venues

need to be able to operate in a financially viable way, much like

will need to be allowed increased, yet socially safe, capacities

others in the retail sector,” stated Canny.

across multiple outdoor areas to make the concept viable.

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6 | Australian Hotelier

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NEWS

Sporting Globe x 4 Pines Brew Pub will feature 20 taps, including special 4 Pines small batch beers brewed on site. It also has the biggest beer garden in the Darling Harbour precinct, and has a capacity for 850 patrons.

It is the first Sporting Globe location in Sydney, with the brand having 15 venues across other states.

“The Sporting Globe has grown significantly since it launched in Geelong

The Sporting Globe and 4 Pines team up on Sydney venue

ten years ago, with established venues in Queensland, Victoria and Western

SIGNATURE HOSPITALITY Group –

Brewing House on King St Wharf.

Australia, Sydney was a natural next

owners of The Sporting Globe brand

Signature Hospitality Group purchased the

step, and something the team and I have

– and 4 Pines have announced they are

site off Red Rock Leisure at the start of the

been working towards for a long time,”

collaborating on Australia’s first sports

year for $20m.

stated Sinclair.

bar and brewpub concept in Sydney’s Darling Harbour precinct.

The two businesses are set to

The venue will continue to be owned

The new The Sporting Globe x 4 Pines

and operated by Signature Hospitality

Brewpub venue will receive a multi-

Group, but the microbrewery portion of

million-dollar refurbishment, which will

collaborate on a new Sporting Globe

the venue will be a collaboration with

see the location close this month and

concept at the site of the All Hands

award-winning brewery 4 Pines. The

reopen by December 2020.

October 2020 | 7

NEWS

New customer capture gives Redcape a record quarter IN ITS FY20 financial results released on 19 August 2020, Redcape reported an Operating EBITDA for July 2020

Throughout the late March shutdown

liquor streams it has seen real growth.

above that of July 2019. Positive trading

period and beyond, Redcape has been

One of the pivot strategies that Brady

has continued and the first quarter of

engaging with it’s 140,000+ customer

said has been most successful in driving

FY21 will deliver an Operating forecast

database digitally, and one strategy was to

that growth is responding to customer

EBITDA of $24 million, ahead of the

learn from customer sentiment via regular

sentiment for the social impact of these

equivalent period in FY20 ($19.5 milion)

survey. Early on 1500 customers agreed

community pubs.

– even if JobKeeper were excluded.

to be surveyed throughout the shutdown

Redcape is forecast to receive $4 million

period as to what they were after from

emerged is that we’ve invested a lot of

in JobKeeper payments in respect to Q1

their local pubs upon reopening.

money into our customer management

FY21. The group will not be eligible for any further JobKeeper payments.

Given the current trading restrictions

“That allowed us to regularly ask those

“One of the great things that has

platform. We’ve relaunched our

questions, get some excellent answers

communities public program, which

and be able to pivot our business around

means that every transaction now

venues are facing, Redcape’s CEO Dan

where customer sentiment and values

at a Redcape hotel has a community

Brady attributes the extraordinary news

were going. That’s meant that on the

contribution to it.”

down to not only the retention of new

reopen we’ve been able to continue to

customers, but the capture of new ones.

stay connected to those customers, and

points’ are accumulated through every

The acquisition of new customers has

not just win back our old customers but

customer transaction, which is ultimately

been a real focus for the group since the

really grow the pie. So we’re seeing growth

converted to a financial contribution from

beginning of the shutdown.

in all of our channels,” explained Brady.

Redcape to local organisations that have

“We’re putting it down to a real focus

Through the new program ‘pledge

While trading restrictions have been

been nominated by that venue’s patrons.

on acquiring new customers. We’ve been

felt in Redcape’s larger F&B offerings,

“We think this is the most tangible and

getting back the customers we had before,

Brady notes that across the group’s

common-sense approach to social impact

but also acquiring new customers.”

accommodation, gaming and retail

that is so meaningful to our customers.”

Gaming’s digital evolution

He said: “I think the beauty of Utopia

The gaming industry and its associated

we are now, with notes accepted in

is that they’re really well positioned for

legislation is becoming increasingly

gaming machines and technology that

that digital transformation if and when it

influenced by technology. One of the

allows you to transfer credits via tickets

does happen.”

big questions for hotels is how this

and cards between gaming machines.”

digital revolution will impact their gaming offerings.

“The cash component of the gaming

Dawson described the “really well rounded digital solution” that the group

market and of gaming systems is far from

already has, with systems and devices that

dead and it will always be an offering

take care of payment transactions and

of sales at Utopia Gaming Systems, said

as far as a gaming room is concerned,

cash redemption.

although the industry is evolving, it’s not

but there’s absolutely no doubt that

yet ready to become fully digital.

ultimately a move to digital is something

to become more advanced in their

that will occur, reliant on a legislation

product, but also in the look and feel of

becoming an increasingly popular choice,

change. It’s not something that can just be

hotels. A lot of them are investing heavily

it pays to be prepared for a digital future.

implemented on a whim.”

in their venues externally and internally

Scott Dawson, recently appointed head

However, with cashless payments

Dawson notes that legislation will drive the industry towards digital solutions too.

With over twenty years experience

“The offerings from hotels are starting

and a lot of that also goes into the gaming

in gaming and an understanding of

floor, to make sure that they’re putting

“The changes started with the old,

where future opportunities lie, Dawson

the best product on the floor, but also

putting coins into a slot machine and

joined Utopia because of how he saw it

ensuring they have the best system that

pulling a handle, right through to where

positioned for this transformation.

runs alongside their gaming machines.”

8 | Australian Hotelier

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LIVE SPORT

WingHAĂœS Sydney.

Image taken pre-COVID.

A

blockbuster

month of sport As the world of live sport makes up for lost time, the next month is jam-packed with sport that venues can capitalise on.

10 | Australian Hotelier

LIVE SPORT

2020 HAS seen an upheaval in many

supported its venue partners accordingly.

aspects of our lives, and one of those

Not only did it suspend fees during the

has been the prolonged suspension of

shutdown, it also continued not to charge

professional sport. But with many leagues

during May and June as pubs reopened.

around the world back under way and

Reduced rates were introduced after June

making up for lost time, October – and

on a state-by-state basis, with fees once

the first half of November – is set to bring

more suspended for Victoria during its

about a record number of broadcasted

second shutdown.

sports. It’s a win for sports lovers, and for the venues that host them.

“The long break of no sport from March to June meant that from July to November we are now seeing an unprecedented

“We have also introduced discounted PPV events in a bid to help pubs that are trading to attract customers back to their venues,” stated Bohlsen.

While everyone expected an initial

amount of live sport on Foxtel. Never

bounce back of customers as restrictions

have we seen the AFL, NRL and NBA all

were lifted and people could head back

play finals at the same time – plus the

to their beloved local, sports have been

addition of Bathurst 1000 which usually

a bigger driver of patronage than many

runs post AFL and NRL seasons,” states

venues were expecting.

Greg Bohlsen, national manger – licensed venues for Foxtel Business.

There’s also UFC every Sunday and

As a leading sports venue in Perth, Inglewood Hotel has always had a sportsloving clientele, but post-COVID it has

daily American sports including NFL, MLB

seen an even more fervent return of

and NHL. Other key highlights include

patrons for a sporting experience.

world class tournaments including the

“Since reopening we have seen more

French Open tennis, Indian Premier

patrons than pre-COVID over all areas.

League and TAB’s The Everest. It’s a huge

We have been proactive in welcoming

month for venues to get on board with.

everyone back and catering for all groups,

“We have never before seen such a frenetic period of major live sporting events occurring in such a short period

sport included,” stares general manager Martin Lawley.

With over 20 HD screens plus a 3m

of time,” explains Patrick Galloway, co-

projector in venue, Lawley said Inglewood

founder of Sportsyear.

Hotel is geared up to take on this huge

“After The Everest there is a weekend consisting of the AFL and NRL Grand Final, the Cox Plate, a huge UFC fight and then fans will turn their attention to a

month of sport.

“We have an ‘if it’s on, it’s on’ approach and cater to everyone.”

At Rockpool Dining Group’s two sports-

three-game Origin series in November.

focused WingHAÜS venues in Brisbane and

“Coupled with the likes of baseball’s

Sydney, patronage has also increased since

World Series, Premier League soccer and the NFL season in the United States, it’s a

the end of lockdown, at all times of day.

“With the AFL showing more midweek

period of wall-to-wall sport that all fans

games and American sports such as NBA,

will embrace.”

NFL, NHL and MLB playing during the

The deluge after the drought

day we see a full day of live sport running into the evening, with plenty of interest

As a driver of traffic into venues, the loss

from our guests,” states group food and

of sport was felt in pubs as they began

beverage director John Sullivan.

to reopen after the 23 March shutdown.

The venues are proving so popular, that

It was quite a loss for venues, and like

by mid-September both the Brisbane and

supplier partners in other revenue

Sydney branches were almost sold out for

streams, Foxtel Business ensured that it

the upcoming AFL and NRL grand finals.

October 2020 | 11

LIVE SPORT

Live and loud There are plenty of activations and marketing tools to attract people to a venue to watch a certain match – everything from F&B specials, competitions, calls-to-action on social media and more - but operators have found that the most appealing feature a venue can promote is also one of the simplest: clear messaging that a match will be screened live with sound, and that you have the AV equipment for the ultimate viewing experience.

“We’ve spoken to a lot of pub-goers who will try to find out if the game they want to watch will be played with sound, and if they can’t work that out easily enough, then they will stay at home,” states Galloway.

Sullivan says the right tech is “the most important factor” in the success of both WingHAÜS venues,

Sportsyear surveyed sports fans in 2019, and

and that includes the capability of switching games

just under half cited atmosphere as the key driver

and TVs around at the flick of a button, to cater

of their match-day attendance at a pub with a large

cater for everyone. The venues also use Listen

emphasis on the size of the screen as well as the

Everywhere streaming wireless technology that

audibility of the sound. So for pubs serious about

allows guests to listen to any sport that is being

sport, the right AV equipment is crucial.

played in the venue through their phone, in case

“In terms of the best experience, have HD available on every screen, extra decoders for variety, dedicate an area and make sure the sound is turned up!” suggests Bohlsen.

At Inglewood Hotel, the right screens and sound

their favourite team isn’t the one being screened on the main AV system.

So while there is a record-setting amount of sports being broadcast in the near future, Galloway says it’s important for venue operators to make sure

tech is crucial to its reputation as the place to be to

that their viewing capabilities ensure that patrons

watch a live game.

are more likely to come to your venue rather than

“We continue to stay on top of the latest

TOP: Super Bowl celebrations at Inglewood Hotel earlier in the year.

someone else’s – or stay at home.

technology updating regularly. All of our TVs have

“I would urge Australian hospitality operators to

their own designated speakers with cinema quality

think long and hard about the live sport experience

surround sound, giving patrons an ‘at the game’

they can provide over the next few weeks, because

experience,” says Lawley.

a golden opportunity is at hand.”

Two massive sporting weekends Is your venue ready for two consecutive weekends this month absolutely packed with major sporting events? If you haven’t already, it’s time to put a strategy in place to cover one weekend of The Everest and Bathurst 1000, followed by another with the grand finals of both our footy codes and a major UFC bout.

DATE

SPORT

EVENT

BROADCAST

Saturday 17 October

Horse Racing

The Everest, 1,200m - WFA

7 or Sky Racing 1 (526)

Sunday 18 October

Car Race

Bathurst 1000 Race, Round 10

10 or Fox Sports (506 or 260HD)

Saturday 24 October

Baseball

MLB World Series Game 3

ESPN (508)

Saturday 24 October

Horse Racing

W.S. Cox Plate, 2,040m

7 or Sky Racing 1 (526)

Saturday 24 October

AFL

AFL Grand Final

7

Sunday 25 October

Baseball

World Series, Game 4

ESPN (508)

Sunday 25 October

UFC

UFC 254: Nurmagomedov vs. Gaethje

Main Event (521)

Sunday 25 October

NRL

NRL Grand Final

Nine

12 | Australian Hotelier

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Rebooting events Taking advantage of massive outdoor spaces, Comiskey Hotels has restarted its events program in a new, COVID-Safe manner.

Bonfire Night at Sandstone Point Hotel

14 | Australian Hotelier

THE OUTDOOR OPPORTUNITY

October 2020 | 15

THE OUTDOOR OPPORTUNITY The lighting of the two-storey bonfire is the main attraction at Bonfire Night

Countering negative perception Rob Comiskey’s advice to any operator who is thinking of restarting events, is to be prepared to counter some negative perception of the event.

EVENTS HAVE always been big business for Comiskey Hotels.

“It’s not treated as an auxiliary use,

“Be ready to defend yourself, because there’s people out there who will take it in a negative way and view it as unsafe, no matter how much prep you do, or thought you put into safety.”

it’s treated as a focus. It’s a whole

One attendee at Bonfire Night took a photo of the event at a very specific angle

department of our business. We’ve

to make it look more crowded than it was, then sent the photo to The Courier Mail

invested millions and millions of dollars

and Channel 9 News. But because Comiskey had drones taking footage of the

over the years into creating events, but

event and photography happening throughout its peak, he was able to counter the

also marketing and running them,” states

false narrative.

Comiskey Hotels director Rob Comiskey.

He also suggests working on a really conservative scale.

So much so, that the company owns a $2.4 million stagetruck that “folds out like a Meccano set” for concerts, and nearly $200,000 worth of cash tills.

The group puts on an annual program of large-scale concerts, music festivals, rodeos and other family events at Eatons

“We’re not running events at one person per 4sqm. We’re running them at one person per 8 sqm, due to perception. And I just I don’t think you can do it properly at 4sqm. Especially when you’re talking about sitting down and eating and drinking – that makes it extremely hard. We could put 8000-9000 people in the area, but if we do that it’s too hard to control. So be conservative, allow for negative perception of the event, and be ready to defend yourself if that’s the case.”

Hill Hotel and Sandstone Point Hotel in Queensland’s Moreton Bay region.

be pulled off in a COVID-Safe manner.

and run with events that would work

With capacity restrictions around the one

within restrictions and a lesser volume of

in an events program, when they

person per 4sqm rule, Comiskey Hotels

people,” explains Comiskey.

disappeared thanks to COVID, it hurt the

decided to take advantage of its huge

group a lot.

plots of land.

With such a substantial investment

But with restrictions easing in

“We weren’t prepared to take a lot

They decided to test the waters with Bonfire Night – a family-friendly event that would be easier to crowd control

Queensland as community transmission

of risk. We weren’t prepared to go and

than a music festival. Bonfire Night has

is kept low, the team decided to give

spend millions of dollars on music line-

been running at Sandstone Point Hotel

events another go, to see if they could

ups, so we decided to lessen our risk

for the last four years with 9000 people

16 | Australian Hotelier

THE OUTDOOR OPPORTUNITY

in attendance. The night’s entertainment is all

previous years, for Comiskey it was about testing

about fire – think fire dancers, fireworks, fire shows

the waters and seeing what was possible.

that you would normally see in a stadium – but

“I wouldn’t say it was a massive success

is centred around the lighting of a two-storey

financially, but for us it was about engaging

bonfire. There is also a host of food vendors and a

with our customers and having a go and seeing

marshmallow roasting pit.

whether we can do one of these things sensibly.

Safety first This year the event would have to look a little

And it did – it gave us the confidence to go ahead moving forward.”

The group now has a few different outdoor

different to ensure that the event was compliant

events scheduled for the rest of the year, including

with the current health restrictions. With enough

an Oyster Festival rodeo and a concert at

land to still host 9000 people for the event under

Sandstone Point Hotel; plus the famed New Year’s

the 4sqm rule, Comiskey decided to cap the event

Day Foam Party at Eatons Hill Hotel.

to 4500 people, to ensure that they could pull it

restrictions, the New Year’s Day party is going to

families to sit in, to ensure social distancing.

be the one to watch.

57 hand-sanitising stations

“We’re being cautious at the moment. We’re

all food vendors had to undergo COVID training.

reviewing it daily. Everything can change at the

Where the team knew people were likely to queue,

drop of a hat, so you just need to be really careful.

they marked out 1.5m distances to ensure that no

New Year’s Day is going to be a hard one, but

one stood too close to each other. Every one of

we’re monitoring it daily, because at that one we

the 4500 people in attendance had to have their

have between 9,000-10,000 people.

name recorded and their temperature checked on

13km of grid lines

As you can’t dance under the current

off safely. They also line-marked 12sqm areas for More than 50 sanitising stations were set up, and

Bonfire Night at a glance

32 security guards

Comiskey concedes that at the moment it’s

and police for

entry. External security and police were also on

too difficult to plan big events indoors under the

crowd control

hand to help with crowd control, and to ensure

current capacities, and that the group is using its

that guests complied with the state’s restriction

big open spaces to its advantage. And the way

that eating and drinking took place while seated.

tickets are selling, there is certainly an appetite

There were also numerous inspections from

for these events in a COVID-Safe manner after six

Queensland Health and OLGR throughout the day.

months of none at all.

“There was a lot of work that went into it. It

“People are looking to get out. They have an

was months and months of work. But we did

appetite to go out and do stuff, but understand

it successfully.”

that it’s going to be unique. You can’t just do what

While the event was not as profitable as in

Medic and isolation tent on site

you used to do.”

4500 people attended the event in compliance with capacity restrictions

October 2020 | 17

COCKTAILS

Harpoon Harry in Sydney’s CBD

Shaking things up As restrictions ease across the country, cocktail experiences have the potential to draw more guests back into your pub. Brydie Allen reports.

THROUGHOUT THE COVID-19 pandemic,

to hold one person per four square metres

The Cauliflower Hotel, where the offering

consumers sure have missed going to the

and up to 300 guests total, cocktails

includes a rooftop cocktail bar called The

pub, and everything that encompasses.

have been found to be a huge drawcard

Forgotten Cask. Pippi Drew, who owns

for pubs. According to Charlie Walker,

the venue with husband Justin, said the

hit the town has made many consumers

bar manager at Hotel Harry’s public bar

consumer search for great experiences

value going out more than they did pre-

component Harpoon Harry, cocktails

has continued ever since restrictions

pandemic. So when they do go out, more

encourage more people to come out

began easing, whether that be in food

than ever they’re hungry for excitement

because they cater to the needs of the

or drink.

and for experiences they wouldn’t get

COVID-19 consumer.

Being in lockdown without the ability to

at home.

A key opportunity for pubs to create

“If anything, cocktails are far more

“I think after lockdown, people definitely are excited,” Drew said.

important than before the lockdown. As

“Obviously if you’ve been locked up

these experiences can be found in

you can imagine our cocktail sales have

for a while, people like coming out and

cocktails. Much like how restaurants draw

had a steep increase post lockdown,”

being waited on while enjoying their

people with food they wouldn’t or couldn’t

Walker told Australian Hotelier.

favorite drinks.”

make at home, cocktails can help pubs

“COVID has people stressed

Looking at how Sydney venues are

draw more guests by offering something

constantly… Cocktails ooze good vibes

embracing the value of the cocktail and

different and unique.

and happiness and that’s what we want

its role in the recovery effort of 2020, the

now more than ever.”

importance of a well positioned cocktail

In Sydney, where at the time of writing restrictions have eased enough for venues

18 | Australian Hotelier

A boost in sales has also been noted at

offering becomes clear.

COCKTAILS

Tips from a distiller Carla Daunton, head distiller at Young Henry’s, gives her tips on making your gin selection more appealing for cocktail customers.

“Gin being a bright, clean spirit with juniper and other botanicals

Bondi Beach Public Bar

working in harmony really lends itself to refreshing mixes and creativity

Cocktails to the core

“All through winter we were doing happy-

Cocktails are a core part of any elevated

hour-price cocktails and our cocktail sales

bar experience, but exactly where they

exploded so we haven’t looked back since,

sit in a venue’s offering is dependent on

we do thousands of cocktails all through the

a number of things – from the regulars,

week now.”

to the atmosphere, to how they perform.

Meanwhile at Harpoon Harry, cocktails

The multitude of successful but different

are also core, but for a different set of

approaches to cocktails can be seen even

reasons. Walker notes price and location,

when looking at the one city.

but also the experience as a key driver of

At Bondi Beach Public Bar, the staple status of cocktails has been recently

this position.

“Cocktails are a huge part of the beverage

which really flow well with summer vibes,” Daunton explained.

“Patrons are more savvy and more open to new experiences these days.

I think showcasing independent, craft spirits really allows the bar to feature a range of innovative flavours that will intrigue the punter. Having a solid selection of good quality mixers really helps showcase the spirit as it’s meant to be and provide the customer with a truly enjoyable experience.

solidified because of their quality and

program we offer at Harry’s. For the

popularity, as general manager Dan

majority of our clientele, we are the venue

Clayton describes.

that is on the way home from the CBD. We

type gin which is bright, savoury,

are the venue you can go to at 1am and get

spicy, sweet with a lovely zesty finish.

a stiff drink for $10,” Walker said.

With the complex flavour profile,

“Cocktails are a hard staple for Public Bar, we were lucky enough to have one of the world’s best bartenders and operators

“Most of our clientele come from the

Matt Whiley train our guys all through

CBD. They have had a long day in the office,

summer with his Scout team and get their

their boss has given them a hard time, they

cocktail-making chops up to a world class

spent the whole day in meetings. At this

standard,” Clayton said.

point, our guests don’t want a schooner,

“Our Noble Cut is a new world

a number of flavour combinations really work as they can play on either the balance between all the components or highlight one flavour aspect to really shine.”

October 2020 | 19

COCKTAILS

“We saw that other venues were doing the standard Monday 4-6pm happy hours and we didn’t want to go down that road,” Clayton said.

“We wanted all the locals here having the opportunity to get stuck into a Negroni session at 2pm on a Thursday if they wanted to or save it for a Saturday night.

It really was a gift to the Bondi community

Tequila is trending

that was hard hit in lockdown.”

There’s a similar style of thinking at

One spirit that seems to be blowing up in

Harpoon Harry, where Walker notes their

cocktails right now is tequila.

“killer idea” to replace a usual happy hour

Clayton said their biggest trending spirit is: “always Don Julio Tequila,

with discounted drinks after 8pm.

Another key aspect that develops

a vodka soda or a wine. They want a

definitely has something to do with being

the cocktail experience is presentation.

chilled, salt-rimmed coupe filled with

near the water and keeping it light. Our

Wowing people not only with the taste of

Mexican holy water or one of Italy’s finest contributions to the bartending world (a Negroni).

“People come to Harry’s to sit back, relax, unwind, vent, rant, laugh, love and enjoy. Cocktails encourage good energy

Margarita sales have been going nuts since we first reopened.”

When Walker was asked about what’s trending, he said: “Tequila tequila tequila.

Whether it’s a shot or a margarita, tequila takes gold.”

and so does Harpoon Harry’s.”

What’s in a list Once it’s clear where cocktails can fit into a pub’s offering, the next step is crafting a list that will capitalise on that positioning.

At the Cauliflower Hotel, Drew said

the drink, but also with how it looks, will make them want to take a picture, order more and then return to do it all again another day.

The Cauliflower Hotel has seen great success in this way with their ‘build your own gin & tonic’ option, available both

new different flavours and seasonal

upstairs and downstairs. Guests can

ingredients… we do twists on the classics

customise their drink with a range of

or come up with new ones altogether.”

garnishes and gins, and Drew said it gets

Seasonally changing lists are valuable because hotels can cater to what

heads turning.

“People start seeing them coming

consumers are looking for when they go

across the bar, and they’ll be like, ‘Oh, I’d

they have a great opportunity to have two

out at different times of year, and thus

like one of those, what’s that, can I get it?’

types of cocktail lists with their downstairs

encourage repeat business.

and then we tend to see larger numbers of

public bar component and the rooftop cocktail bar.

“Downstairs we felt that because

Crafting more than a cocktail

rounds coming in,” Drew said.

“I think presentation is always key,

Besides the drink itself, there are some

whether it be the gin balloon glasses, or a

it’s a general public bar and it is more

other factors around the cocktail offering

nice cocktail or if you’re setting fire to it… I

‘pubby’ that it’s just good to have an

that can elevate its potential and create

definitely think it influences [purchases] to

offering of your basic classics, whether

experiences to draw people back to

some degree, for sure.”

it be a margarita or an aperol spritz or

the pub.

something,” Drew said.

Value for money pricing and specials is

Walker agreed that presentation is of the utmost importance because it sends

“Then upstairs… it’s more signature and

a quick way to any consumer’s heart, as

a message to the patrons and this is the

bespoke. Kenny, who is my bar manager,

Walker said: “Who doesn’t love seeing a

foundation for great experiences to be

he’s very into spirits and has amazing

cocktail that doesn’t cost $20?”

built on.

knowledge so he likes to mix things up

But price promotions aren’t just about

on a weekly basis or when he’s talking

the cost - Clayton notes how they can set

Instagram addict. Our glassware is

to clientele. He gets a feel for what they

venues apart as a destination and inspire

beautiful and allows us to send a message

like and depending on what we’ve got

consumers with more cocktail occasions.

with our cocktails that from purchasing

available, he can do bespoke cocktails.

During winter, Bondi Beach Public Bar

the drink to holding it in front of you at

did this through half price food and happy

your table, the integrity of the beverage

hour cocktails.

remains the same.”

“Otherwise we do signature seasonal cocktails, things that are on trend or

20 | Australian Hotelier

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Magics Sports Bar

Taking on an icon Iris Capital, new owners of the famed Hotel Steyne in Manly, are currently undertaking a comprehensive renovation of the Northern Beaches pub.

WHEN IRIS Capital purchased Hotel Steyne on Manly’s

respects the heritage asset that it is. It obviously must talk to the

beachfront in mid-2019 for a price tag in excess of $60 million,

past while also representing the present and the future. It was

it did so knowing that the venue needed an overhaul. But not

incumbent on us to make sure that we nailed the right response for

just a run-of-the-mill refreshing of the venue, but the kind of

the asset itself.”

comprehensive project that would override piecemeal renovations of the past, restore and retain heritage aspects, and add a

Heritage matters

significant boutique accommodation offering to the building.

Iris Capital engaged Rachel Luchetti of Luchetti Krelle with a

“I don’ t think there’s a brick or a wall that’s not been touched

brief to create an integrated destination hotel that would serve

in the venue – top to bottom, door to door, front to back,” states

the greater Manly and Sydney community, as well as attract

Iris Capital CEO Sam Arnaout.

the eventual return of tourists. But this open brief was centred

One of the most beloved and renowned pubs in greater Sydney,

around the desire to restore and highlight the heritage aspects of

Arnaout said he and his team were very aware of the expectations

the hotel, taking cues from archival images of the venue from its

of locals and the greater community to pull off a renovation

earliest days in the 1930s.

that, while offering something new, also respected the history of the venue.

“Naturally as the new custodians of the venue this time, we needed to ensure that the renovation is both sympathetic and

22 | Australian Hotelier

The first stage of the works was exclusively focused on restoration of the façade of the building, which is prominently situated on the corner of Manly’s The Corso, and directly opposite the beach.

DESIGN & BUILD

While heritage listed, and under a works order to repaint and maintain the brickwork, Iris Capital went

Beach Bar and Bistro, and Magics Sports Bar have all been overhauled,

recreated the original awning from

with the central courtyard used as the

the 1930s.

natural connector of all these spaces.

in the venue – top to bottom, door to door, front to back.

Sam Arnaout, Iris Capital

side, so that you can walk into the

that for no other reason except that

venue off the beach, something that

the client was really passionate about

was not possible before.

On the second level, the rooftop

because replacing an awning like that

has been divided into two zones, the

wasn’t necessary, it was by choice,

Gin Bar and another bar area to be

and it really does look incredible,”

used mainly for functions. And the pub

states Luchetti.

accommodation has been completely

Internally, the brief grew out of the

refitted and upgraded to offer 42

desire to retain the heritage aspect

ensuited boutique rooms, along with

of the Round Bar – the venue’s public

a ground floor café that also serves as

bar – while also adding some more

the hotel’s check-in area.

“[The Round Bar] is obviously a very

“It was about creating areas within the venue, and to ensure that when

important piece of that puzzle. It’s a

people came to Hotel Steyne, they

symbol that you don’t really see much

enjoyed not just one corner of the

in other hotels. The original heritage-

venue but they were able to move

tiled round bar is what locals love

into different areas and feel like there

about it, so to ensure that we respected

were multiple venues within it. If you

that was important. The brief pretty

came to the hotel over many visits, you

much started from that bar, and that

could frequent a new area each time,”

was about making sure that while we

says Arnaout.

protected its charm, character and

And with so many different areas

appeal, we wanted to ensure that

to frequent, Luchetti said it was

we brought in the modern attributes

important to ensure that patrons

that complemented the heritage,”

could navigate the venue as easily

explains Arnaout.

as possible.

Choose your own adventure

consolidate wayfinding.”

A pub with a massive footprint, there

“It’s such a vast venue, you need to

are many spaces throughout Hotel

Old and new patrons

Steyne. The new design retains all of

While the building itself was in need

those different spaces, but removes the

of repair and refreshing, another main

patchwork identities that abounded

reason for the overhaul was to attract

from many different renovations over

a broader clientele to the venue,

the years.

including more women and families.

“The biggest achievement is pulling

Miami art deco served as an inspiration for the new design

There are new doors on the esplanade

from the 30s and completely reinstated

modern touches.

a wall that’s not been touched

On the ground floor, the Round Bar,

the 1960s-era awning with one that

achieving that. That was really nice

I don’t think there’s a brick or

building,” explains Luchetti.

even further than that, replacing

“We went back to the old photos

The Beach Bar

there’s a unifying architecture to the

“The demographic that sat within

it all together from years and years of

the greater Manly area were probably

those piecemeal additions. There is

avoiding the venue, probably because

one narrative across the site now, but

of the way it presents itself. It appealed

there are these pockets of things that

itself to being more of a blokes’ pub,

are completely different concepts. So

than being a lifestyle venue that

October 2020 | 23

DESIGN & BUILD

And while refreshing the venue and making it attractive to more people, it was important that the hotel’s loyal regulars were not alienated or marginalised by the new design in the quest for new patrons.

For example, regulars of Magics Sports Bar were worried that the area would become too ‘nice’ and would ruin their local watering hole. If anything, Luchetti says, the bones of Magics were made even grittier, but the furniture and screens were upgraded for a better experience.

“It’s nice to be able to hand that over and get that confidence that you’re not ruining the watering hole, because it’s such The cafe and check-in point for the new boutique rooms

a big part of the locals’ daily lives. You don’t want them to feel like they can’t go to their local. It’s important that you make them feel comfortable, and that’s why a renovation doesn’t have to mean that it’s more slick.”

And it seems that the preservation and highlighting of those heritage aspects of the pub has assured the locals that their beloved pub will not be unrecognisable, with Arnaout saying that early responses to the upgraded venue have been favourable.

“The early feedback from locals has been very positive, and appreciative of the conservation of the heritage attributes of the pub. Reinstating and bringing back the charm of the heritage has been very

The venue has been made more family-friendly

well received.”

catered to all walks of life and was femalefriendly,” says Arnaout.

As part of attracting new groups, it was important as part of the wayfinding to direct patrons to different areas of the pub through signage and other prompts.

“The younger clientele might head up to the rooftop straight away, and then you might have more of the natural spillover from Magics into the Round Bar and the courtyard at that end. So there’s a placement of screens and generally organising of the spaces so that people naturally gravitate to something that suits their interests and what they’re looking for,” states Luchetti.

24 | Australian Hotelier

Trading throughout construction The renovation of Hotel Steyne, which began during the national COVID shutdown, is almost complete, with the finishing touches expected to be done by the end of the month. Throughout that time – barring the shutdown – the pub has been open to the public while the construction continued by opening and shutting certain sections of the pub as needed.

While difficult to juggle trade and the renovation, Arnaout says in the circumstances the capacity limits related to the pandemic helped keep this balance manageable.

“We’ve literally been moving crowds and our patrons around in stages of the renovation.

The whole hotel was always intended to be a staged renovation, but COVID helped us with that staging because naturally we can’t fit the masses in right now. So we’ve been able to go a little bit harder on the construction in areas where otherwise we would have had to stagger the works even more so. So we’ve been able to do bigger stages without really losing the COVD capacities in the venue.”

61 2 9660 8299 paulkellydesign.com.au

Union Place Hotel

TALES FROM THE TOP

Enhancing the customer experience through data SevenRooms, a data-driven guest experience platform for hospitality operators, has launched into the Australian market – and it couldn’t have picked a better time to help venues win back and retain customers.

IT’S UNDOUBTEDLY been a

Having launched in

Contactless options for practices

tough trading environment

September, the Australian

like ordering and payment have been a

for pubs in 2020, but as

hospitality market is already

godsend during the pandemic, but many

restrictions begin to ease,

crying out for this type

publicans worry that by automating

operators need all the

of CRM-driven holistic

too many processes, they will lose that

help they can get in luring

platform, with businesses

human connection which is a crucial part

patrons back to their venue,

such as Momento Hospitality,

of the pub experience. Hadida suggests

SkyCity Entertainment

that instead, it helps to enhance that

Group and Matteo Sydney,

human connection by assisting venue

all jumping on board with

staff in personalising an experience for

and giving them the kind of experience that will keep them coming back for more.

Paul Hadida, GM Australia, SevenRooms

For Paul Hadida, general manager-

the SevenRooms tech. Like a lot of other

Australia of SevenRooms, capturing and

operational POS tech, the platform

utilising customer data is key in creating

offers reservation, waitlist and table

for hospitality, that doesn’t mean that

that tailored experience.

management, online ordering, contactless

technology can’t be used to provide a

order and pay, but goes a step further

high-touch experience. In fact, capturing

of businesses innovating to continue

to include reputation management and

data across the guest journey can enhance

providing services to their customers

marketing automation, and collates data

a venue’s ability to provide those personal

in the short-term, but the pandemic

on patron behaviour.

touches, not negate them, with an operator

“We’ve seen so many inspiring stories

will have long-term impacts too. It has

“Using our end-to-end guest experience

their guests.

“Despite us entering a ‘contactless’ era

using the data collected through platforms

accelerated the need for hospitality

platform, operators can build a single,

like SevenRooms to deliver a personalised

businesses to embrace technology and use

unified profile on each of their customers

experience to their guests.

it as the foundation on which they build

to understand how they interact with the

their medium- to long-term recovery.

business – whether that includes online

favourite food and drink, whether they have

“Data, and the insights it provides, has

“This could include finding out a guest’s

ordering from home or on-site dining

any allergies, their preferred table or even

gone from ‘nice-to-have’ to essential.

experiences. Our platform helps operators

when their birthday is so they can provide

Every engagement matters, and with

to increase revenue and alleviate the

a favourite entree or bottle of wine on the

technology, savvier operators can serve

impact of the pandemic by leveraging

house to make that guest feel special.”

up the experiences required across both

data to build direct relationships, deliver

on- and off-premise to turn one-off

exceptional experiences and increase

that keep patrons coming back to the

visitors into regulars.”

repeat bookings and orders.”

one venue.

26 | Australian Hotelier

And it’s those human, personal touches

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