Hospitality Business September 2022 by The Intermedia Group

www.hospitalitybusiness.co.nz SEPTEMBER 2022 Vol.9 No.5 NEW ZEALAND’S LARGEST HOSPITALITY AUDIENCE KIWI COFFEE IN TOKYO | OUR BOCUSE D'OR TEAM | WORKING VISA CHANGES Hospitality Summit Te Tihi o Manaakitanga The Trusts Arena Auckland 18 – 20 September2022 Anna Polyviou is Pumped to Headline Hospitality Summit 22 18 – 20 September

Commercial Umbrellas that will transform your entertaining area For nearly 30 years, Tradewinds has been one of New Zealand’s top suppliers of commercial umbrellas. You will rarely sit outside a café, bar or restaurant enjoying a long black, lunch or a chilled glass of New Zealand’s finest and not be sitting under an umbrella that Tradewinds has supplied. In partnership with well-respected Kiwi manufacturer Shadowspec, Tradewinds can also offer a range of technically advanced, single and multi-canopy cantilever umbrellas, which are becoming more popular for commercial purposes because of their quality and versatility and, above all, because they represent excellent value for money. Showroom: 172J Marua Rd, Ellerslie, Auckland Freephone 0800 800 279Quality,www.tradewinds.co.nzService, Range, Value Classic driedfromumbrellasSalignaaremadethefinestkilnEucalyptustimber

FEATURES 12

06 DIGEST A new joint venture training programme starts in Taupo, and Rotorua shines at the 2022 Matariki dish challenge. NEWS NZ’s first ever Bocuse d’Or regional finalists train for the main event in Lyon 2023. Government announces new Working Holiday Visa rules. MARISA BIDOIS, RANZ CEO Reconnecting at Hospo Summit PEOPLE 10 BAKERY TRAINING Le Cordon Bleu NZ unveils new boulangerie course. CHEF OF THE MONTH Meet QT Auckland’s Chef James Laird. SPICK & SPAN Hygiene & Cleanliness help to bring back customers. FESTIVE FARE Two tasty glazes for your Christmas ham menus. HOTELS Auckland will host AHICE Aotearoa in October, and boutique luxury hotel The Mayfair opens in Christchurch. TECH TALK Yes or no to the QR Code? How Chatbot booking systems help your customers. AUSTRALIAN TAPAS COMPETITION Q & A with world renowned chef Sanjeev Kapoor. SCENE AROUND TOWN New roles for hospitality experts. TOASTIE TIME New Zealand's top toastie maker hails from Rotorua - 2022

REGULARS

SEPTEMBER

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HOSPITALITY BUSINESS

Speaker at the Restaurant Association of

PUBLISHED BY The Intermedia Group (NZ) Ltd PO Box 109 342 Newmarket, 1149, Auckland, New Zealand

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CHANGES Hospitality Summit Anna

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Congratulations must go to the dedicated New Zealand Team Bocuse d’Or for gaining a place in the prestigious globally recognised Bocuse d’Or competition, to be held in Lyon France next January. It is the first time we have enjoyed such a success and made culinary history in the process! Turn to page 8 to find out how they did it, and find more good news regarding our immigration visa laws that will help to ease the staff shortages up and down the country.

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to get more details! 4 SEPTEMBER 2022 - HOSPITALITY BUSINESS On the Cover:

On the Tech front (pages 29-30), we ask are QR codes necessary? And are you up to speed with ChatBots, and hotel management apps that assist everything from marketing to GuestWithdining?thebusy festive season on the horizon, we focus on the perennially popular glazed ham, (page 16), and take time to talk tapas with world renowned Indian Chef Sanjeev Kapoor who visited New Zealand to judge the Australasian Tapas competition held at Auckland’s Ignite College (page 32).

www.hospitalitybusiness.co.nz NEW ZEALAND’S LARGEST

DIGITAL & PRINT COORDINATOR Eclypse elee@intermedianz.co.nzLee ART DIRECTOR Sean sbarlow@intermedia.com.auBarlow PRODUCTION MANAGER Jacqui jacqui@intermedia.com.auCooper SUBSCRIPTION ENQUIRIES subscriptions@intermedia.com.au HOSPITALITY AUDIENCE COFFEE IN TOKYO OUR BOCUSE D'OR TEAM WORKING VISA Polyviou is Pumped to –you haven’t heard the name Anna Polyviou, then you would definitely her face. Known as “punk princess of you couldn’t miss Anna’s bright hair larger-than-life personality. This year Anna is the Keynote New Zealand’s Hospo September 18-20 in Auckland. Go to www.hospitalitysummit.co.nz

Kiwi know-how is also highlighted on pages 20 - 23 with a coffee trip to Tokyo, where Kim and Teru Harase have transported their café skills to a new discerning and growing market.

Back home attracting and retaining customers remains a key focus of the hospitality revival, with cleanliness and good hygiene systems (pages 12-15) at the forefront of the charge to get anxious customers back into the regular habit of supporting cafes, restaurants and hotels.

SALES DIRECTOR Wendy ph:wsteele@intermedianz.co.nzSteele021300473

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Summit on

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Bocuse d’Or team make Kiwi culinary history

20 September Meet the Punk Princess of Pastry! If

KIWI

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6 SEPTEMBER 2022 - HOSPITALITY BUSINESS Digest In association with Hospitality Business’ online newsletter www.hospitalitybusiness.co.nz

TraceyPoole,Hilton Lake Taupo, manager.

Tracey Poole, Hilton Taupo hotel manager, says all graduates receive the internationally recognised Hilton Hotel service certification following completion of the two-week course. Poole says the pilot programme is a first for Hilton Hotels New Zealand. “The ongoing skills shortage in the tourism sector is the most significant challenge faced by the industry on its way to a post-pandemic recovery.

Poole says the initial success of the trial programme has exceeded their expectations. She says participants so far from the MSD register have included school leavers and young parents with small children who are looking to re-enter the workforce on a part time basis.

“As a globally recognised Hilton Hotel and conference venue, we understand this new model may not only provide opportunities for trainees but also potentially provide a mechanism for other operators in the tourism and hospitality sector to recruit new workers,” she says. Poole says with the arrival of international tourists, accommodation bookings at the hotel are already reaching capacity and the new staff intake could not come at a better time.

The Ministry of Social Development (MSD) and Hilton Lake Taupo have launched a new programme which will see MSD candidates and school leavers develop the fundamental hospitality skills required for a career within the global luxury hotel industry. Industry experts say the shortage of staff within the tourism and hospitality industries is at crisis point and has threatened to impact the image of New Zealand amongst overseas visitors.

A new training initiative at one of New Zealand’s top international hotels may provide a model to address the chronic industry labour shortage threatening the tourism industry.

The Ministry of Social Development (MSD) and Hilton Lake Taupo have launched a new training programme to develop hospitality skills.

“A recent candidate made such a stellar impression she had managers across three of our departments; housekeeping, food & beverage and front of house all wanting to secure her for their team. “During the course she discovered she had a passion for working in food service and elected to stay on as part of our F&B team.

The collaboration with MSD is designed to provide Hilton Lake Taupo with an additional quota of staff over the next 12 months.

The new in-house basic hospitality service course will see students trained in grooming and presentation, making a bed to an international Hilton standard, general housekeeping, cocktail and barista skills, waiting tables, food and beverage preparation, porter and luggage service.

“It has forced us to look at non-traditional sources of labour to fill the gap left by overseas workers on holiday visas.

Labour crisis prompts MSD & Hilton training initiative

“At the same time, we recognise this as a positive community initiative and one that will provide a potentially international career path for many people that have been out of work for some time,” she says.

“Our collaboration with MSD is designed to provide us with an additional quota of staff over the next 12 months – which will support us in bridging the shortfall that we have across at our Taupo property.

Serve up the taste of real France on local menus. Inspire your customers with the Gilmours Top 20 International Wine Selection. Available online and in-store now France? Actually, New Zealand.

The judges’ job was a tough one, which Vanessa Wallace, Business Events Manager from RotoruaNZ said is a testament to the high quality of the Rotorua food scene. “It was a fiercely fought competition and we were delighted with the innovative concepts that our local chefs brought to life to celebrate local produce and our indigenous Te Arawa culture.” Taking out the title of 2022 champion was Ambrosia Bar and Restaurant with their dish of Mamaku venison, Kākano harekeke

The Ambrosia Bar and Restaurant winning dish of Mamaku venison, Kākano harekeke and foraged Mamaku kawakawa pesto, celeriac puree, hāngi purple potato with Lux micro greens.

DIGEST

Matariki dishes shine in Rotorua

The inaugural Rotorua Matariki Dish Challenge provided a platform for eleven local eateries to create dishes highlighting the region’s food, while celebrating Matariki. The competition, which ran for five weeks allowed the public, locals and visitors alike, to taste their way around some of the city’s best eateries.

River’s Catch caught the People’s Choice award. The winning Ambrosia team. and foraged Mamaku kawakawa pesto, celeriac puree, hāngi purple potato with Lux micro greens. Chief judge, Kerry Tyack said this was a stunning entry. “It had all the elements the judges were seeking. It was technically very strong with every ingredient treated respectfully, and carefully curated to ensure it contributed something essential and positive. “Visually it ticked all the boxes with a standard of presentation as good as you will see anywhere in the country. But it was the provenance of the dish and the expertly and sensitively told story that linked it to Matariki that raised the entry to the top. “We really appreciated the attention paid to the detail including the menu presented in Te Reo and the unapologetic use of locally sourced ingredients. ”

River’s Catch winning entry of pickled New Zealand mussels, Treetops Lodge Manuka honey and eggplant hummus, Lux organics purple potatoes on Rewana flat bread.

Hospitality New Zealand has also welcomed moves to allow additional workers to enter the country to work in sectors affected by international labour shortages.

The team appointed Creative director and Graphic designer, Alan Hughes to lead the design process.

Minister Wood also confirmed the sector agreement for seasonal snow and adventure tourism, which gives access to migrant workers these roles at $25.00 per hour. The wage threshold will be increased each year until the sector agreement ends in 2025.

“We have to make sure we are an attractive place to come to and we are open to welcome these visa holders,” said White.

“We really wanted to challenge ourselves to create shapes and designs that had not been seen or done before. We were given an international platform so it was our chance to showcase how far we could stretch our creativity,” says Mordido.

• The number of visas permitted under capped Working Holiday Schemes will be doubled – a one-off increase to recognise the spots that were unused last year due to the border closure. This will give the ability for up to an extra 12,000 working holiday makers to be able to enter and work in New Zealand.

• The visas of working holidaymakers already in New Zealand with visas expiring between 26 August 2022 and 31 May 2023 will be extended by six months.

8 SEPTEMBER 2022 - HOSPITALITY BUSINESS NEWS

Chief Executive Julie White says even though the doubling of numbers under the Working Holiday Scheme and the extension of visas are temporary, they will make a big difference to hospitality businesses struggling without enough staff.

Bocuse d’Or Team New Zealand has gained a top five ranking in the Bocuse d’Or Asia Pacific 2022 online application selection. This means Bocuse d’Or Team New Zealand will compete for the first time in the Bocuse d’Or final mid January 2023, in Lyon, France at the SIRHA Lyon Trade Exhibition. It is the first time any New Zealand entrant has made it to the final of what is recognised internationally as the ‘gastronomy equivalent of the Olympic Games’.

“The Breakout Room and Brewery Studios have worked with iconic kiwi and globally recognised brands including Whittaker’s, Mazda, Fisher & Paykel, and Spotify to name a few, so it was the perfect synergy to collaborate with them to make this submission memorable,” says Mordido.

“Labour shortages are our biggest problem right now.The changes will kick-in in time for the up-coming summer season, which many businesses will be relying on most heavily after a winter where lack of staff meant they were turning away customers.

“Giving more certainty to workers already here is essential, while the doubling of the Working Holiday Scheme will help, it is no silver bullet, as the reality is, we have a global war on talent.

John O’ConnellwithSzrenWilliamKelleher,Mordido,Hamberger,coachKenatAUT.

New Working Holiday Visa changes a boon for hospitality Tourism and hospitality employers throughout New Zealand have welcomed steps being taken to support the sector’s recovery with new Working Holiday Visa rules. Immigration Minister Michael Wood has announced that:

“This is very positive news for the tourism industry, we need great people joining tourism so we can gear up for the summer season,” TIA Chief Executive, Rebecca Ingram says.

• New visas will be issued to existing Working Holiday Visa holders who have yet to arrive, allowing them to enter New Zealand by 31 January 2023.

Team Aotearoa consists of Candidate Chef William Mordido (BUKO) and Commis Chef Szren Hamberger (Park Hyatt Auckland) and Coach Ken O’Connell (Copia Restaurant). They will be judged by some of the best chefs in the world, with past judges including Thomas Keller, Rasmus Kofoed, Ferran Adrià, Wolfgang Puck and Heston Blumenthal, with John Kelleher (AUT) who will be NZ’s Jury Member on the tasting jury over the two day competition. Due to impacts of COVID 19, the highly anticipated regional event, which is usually held in a live competition setting, was moved to an online application. This involved creating a vegetarian recipe submission highlighting tofu as the key ingredient. The submission had to include a carefully curated video paying homage to the team, their inspirations and showing the dish created, ‘A Taste of Tofu’. The video was produced by The Breakout Room and Brewery Studios, and filmed at Chef Michael Meredith’s Mr.Morris and Mamakan’s Velskov restaurants.

The national culinary athletes will be training and fundraising until the international finals take place in Lyon, France on January 22-23, 2023, where they will compete against 23 qualifying teams from around the globe.

Bocuse d’Or Team NZ to compete at ‘gastronomy equivalent of the Olympics’

HOSPITALITY BUSINESS - SEPTEMBER 2022 9 Working in this fast-paced industry there is seldom time to take a step back and plan for the future.

The current climate is an opportunity for our industry to be leading innovators and change makers; to foster a growth culture, growth mindset and growth vision for hospitality.

See You At The Summit!

As we look to the future of the hospitality industry, our panelists will consider how to build a future forward workplace.Our marketing panel will also consider the changing face of hospitality marketing and whether all publicity is good publicity. World leading consultant and strategist on culinary tourism Eric Pateman will also provide insights on how New Zealand can stand out on the international stage when it comes to foodThetourism.eventwill culminate in the highly anticipated return of the hugely popular Feast. This three-course fine dining experience will showcase emerging talent supported by legends of the culinary scene, acknowledge hospitality greats and tantalise the taste buds.

A powerhouse pastry chef, cookbook author and television personality, Anna has serious culinary cred – creating jaw-dropping sweet creations in luxury hotels, on television, and for top brands.

A one stop shop for all things hospo; the event hosted by The Restaurant Association and NZChefs will encompass a tradeshow, panel discussions and seminars, championships, a fine dining dinner and networking opportunities all under oneIncorporatingroof.

That’s why events like this year’s Hospitality Summit offer a rare and important opportunity to innovate, showcase, compete and connect.

Anna and Lizzi will be joined by owner of K Road Bistro, Bar Celeste, and master of wine Emma Jenkins in a panel discussion on breaking stereotypes and paving the way forward for women in the hospitality industry.

multiple key events, the focus is on creating pathways to strengthen the sector and create a more sustainable hospitality workforce. Visitors can connect with leading innovators, creators, and vendors during the event that aims to champion the hospitality sector as a positive careerSummitpath.will this year include Hospo Hui – two days of thought-provoking sessions that brings together the best local and international leaders in food and hospitality to share ideas, tools and stories, to educate and inspire. Appearing as keynote speaker will be award winning pastry chef Anna Polyviou.

The partnership with NZChefs aligns well with our kaupapa, providing an opportunity to work together to champion the hospitality industry and to promote hospitality as a career choice with a great future.

Hui will also see esteemed line up of food professionals as panelists, including general manager of caterer Urban Gourmet Lizzi Pearson. Lizzi brings with her 25 plus years of experience in event catering as well as a eight years as a patisserie lecturer at AUT.

By Marisa Bidois, Restaurant Association of New Zealand, CEO.

The 2022 Summit offers the perfect opportunity to gather insights and ideas, explore new and innovative solutions and connect with peers. We’ll see you there! n

Anna will share her journey from Australia to London and back again and on building her personal brand.

Our industry has been through a tough couple of years and events like this have been sorely missed. It’s the only show of its kind in the country for our industry and is the largest hospitality event in Australasia.

“Taught through workshops with embedded theory as well as on-site industry visits, graduates of this programme are provided with knowledge of all aspects of the boulangerie trade as well as a globally recognised credential that will set them apart from the competition in a demanding baking industry,” Lambert added. n Starting in October 2022, enrolment for this programme is ongoing. For more information and to avail the special introductory price, call 04-472- 9800 or www.cordonbleu.eduvisit

increasing demand and equip our learners with the classical and practical skills of boulangerie arts, kitchen management, and gastronomy.”

gnite your passion for breadmaking and flair for creativity with Le Cordon Bleu New Zealand’s Diplôme de Boulangerie. Le Cordon Bleu New Zealand’s Diplôme de Boulangerie programme is a specialised two-term, parttime diploma course that caters to complete beginner bakers and amateur bakers alike. Totalling 240 hours, this course contains two 6-hour sessions per week, offering learners flexibility to fit around their current work or studyLedcommitments.byLeCordon Bleu New Zealand’s Technical Director, Chef Sebastien Lambert, this bakery programme offers a variety of boulangerie techniques: classical and artisan doughs such as traditional baguette and tourte auvergante (100% French rye bread), laminated and rich dough such as croissant and brioche, and creating and managing your different pre-ferment leavening methods such as polish , biga , and starter cultures for sourdough bread. Lambert understands that the art and craft of artisan bread making and traditional boulangerie is a sought-after skill. “With the increasing demand for traditional boulangerie worldwide, we developed an intensive, handson, and comprehensive boulangerie programme to service the ever-

10 SEPTEMBER 2022 - HOSPITALITY BUSINESS BREAD

“We developed an intensive, hands-on, and boulangeriecomprehensiveprogramme to equip our learners with the classical and practical skills required.”

Le Cordon Bleu NZ offers Diplôme de Boulangerie

See The All Blacks LIVE on Sky in the Lipovitan-D Rugby Championship this month, including the exciting clash against Australia for the Bledisloe Cup! And don’t forget the Northern Tour at the end of the year too. Plus, here are some of the great sport content available, The Bunnings Warehouse NPC, Farah Palmer Cup, European Premier League plus much, much more! LIVE at your venue on Sky Sport. Call us today to sign up 0800 759 333 It’s All Blacks everything!

Sparkling cleanliness will reassure anxious customers

By Ken Burgin

marketing principle: Know > Like > •Trust…GetKNOWN as a reliably hygienic, friendly, clean place • Be well LIKED for all the little things • Building TRUST keeps people coming back Front of House: • Have hand sanitiser available for customers at the entrance. And on the counter, where staff are seen to use it. • Spotlessly clean uniforms – how are those aprons and chef jackets

ews about the spread of Coronavirus and influenza remains prevalent, and people are more cautious about eating out – therefore we need to stand as islands of calm and true hospitality, while taking important precautions. It’s also time to take urgent management action to protect yourYouprofitability.canstandout from the crowd by being spotlessly CLEAN and HYGIENIC. Here are some quick ways to make this obvious to customers. There also needs to be special precautions with staff who are coughing or appear to be sick. If they’re casual or on hourly pay, they may feel they can’t afford to miss work, even if unwell – watch closely.

It’s essential to get staff on board with the reasons, not just the actions – discuss with the team HOW they can be subtly showing just how clean and responsible your place is. Their education is vitally important. Explain the theatre of it – we don’t just DO clean, we show off how thorough we are, and many small things make a difference. It’s using the well-known

12 SEPTEMBER 2022 - HOSPITALITY BUSINESS CLEAN & HYGIENIC N

Who is Ken Burgin?

Ken Burgin’s Hospitality Reset

Ken’s current priorities and fascinations include hospitality automation and robotics, digital kitchen management, strategies to overcome staff shortages, supporting operators to handle Covid restrictions, and finding the best ways to use social media (especially TikTok and Instagram) for marketing and promotion. Hospo Reset Industry News Each week he publishes the Hospo Reset newsletter, with information and inspiration for restaurant, cafe and foodservice operators. www.KenBurgin.com.au/ looking? If they need an upgrade, include everyone – don’t leave the poor kitchen hand in his street clothes and old apron #respect

• Blitz and tidy the drinks station, with baristas and bar staff constantly wiping down surfaces. These areas are often full of clutter – take a hard look.

Ken Burgin developed his love of hospitality during his 10 years as a cafe and restaurant owner in Sydney during the 90’s. His main business, Caffe Troppo in Glebe became one of Sydney’s liveliest and most popular destination for many Sydneysiders as well as interstate and international visitors.

• Clean condiment bottles plus salt & pepper containers on tables very regularly – make it obvious. Might be time to temporarily swap to disposables.

• Review cleaning practices: do staff wipe down a seat then use the same cloth to wipe the the table? Ewww! Or use the same cloth to wipe the drinks bench and the steam wand on the espresso machine? Yukkk! Handling garnishes for drinks with their hands –no way! >>

• Stop offering cutlery in a container on the table – it’s not hygienic, especially with the knife blade and fork prongs facing up! Think about it!

• No more clearing glasses with fingers through the rim! Trays should be standard for clearing and delivery – this will also make it faster. Remind staff that they may be touching people’s spit, and encourage lots more hand-washing.

• Suspend the use of reusable cups (Keep Cups) for takeaway coffee – it’s great to avoid single-use cups, but cups that customers bring could be a contamination risk.

temperaturealertstxtReceive&emailwhenviolationsoccur.anywherereadingsAccessatShop Testo instruments online at www.testo.nz Reliably measure temperature at all critical points with Testo Food Safety InstrumentsSAVERIS 2 WiFiLoggingDataSystem 09 579 1990 sales@eurotec.co.nz www.eurotec.co.nz CLEAN & HYGIENIC

• Double-down on glove use, and avoid staff touching food with bare hands where customers can see it. We know that gloves don’t guarantee hygiene, but the perception is important. Use latex-free gloves to avoid allergies.

Bathrooms: • Clean and repaint the bathroom – is it a sanctuary, an afterthought, or gross? Any cracked tiles or loose fitting that need fixing? People assume your kitchen will match the cleanliness of the toilets.

• Double check for ‘sticky places’ –chair arms, under the edges of tables, worn carpet, table surfaces. These buildups happen over time and need a special cleaning effort – eliminate the yuk factor.

Promote the number of graduates you have (post on Facebook or Instagram), and give them a special role to play, front and back of house.

(Continued from page 13)

• Scrub the chair legs – they’re often scuffed and marked. You don’t notice, but it adds to an overall impression of untidiness.

14 SEPTEMBER 2022 - HOSPITALITY BUSINESS CLEAN & HYGIENIC

• Food Safety Supervisor courses are always useful, and there are many online – encourage more staff to do them, and pay the fees. They cover much more than hand-washing.

• Put up a cleaning checklist and timetable on the back of the door – you don’t just do this, but you advertise how conscientious you are. This is just the start… your obvious commitment to hygiene can give you a strong marketing advantage. n

• Upgrade the view through the pass into the kitchen – can customers see pots and pans with grubby bases? They need to be scrubbed to a shine, because the overall appearance is gross.

• Upgrade the soap dispenser, towels and hand-drying facilities. Add sanitiser.

• Is it time for a mystery customer program, with a special section on cleaning and hygiene, not just service.?

• Using kiosks for ordering? Have someone regularly wiping them down with a sanitised cloth. People cringe at the sight of sticky finger marks.

• Dump the grubby toys in the kids corner – they should have gone years ago! If you want something for children, have new small toys in sealed bags – check a party supply shop.

• Reinforce the cleaning patrols, all through the day and night. Have a special bucket with equipment and gloves. It’s no-one’s favourite job –include the manager and boss so you all share the ‘dirty work’.

• Replace fluorescent tubes that have lost their brightness – they fade long before they die. You need the space very well lit, so dirt and stains are easily seen.

• Check the public view of the kitchen from outside – through a window or back door. How does it look – as clean as a hospital, or a mess? It’s easy to overlook cracked tiles, dirty bins and greasy surfaces when we’re busy, but now that it’s quieter, there is no excuse. Time to lean = time to clean.

Kitchen:

& HYGIENIC

Food safety and compliance made easy with Testo

The demand for efficient, high quality and most importantly time-saving food safety equipment is increasing and Testo offers measuring instruments and solutions to help save time and maintain compliancy. In the food industry, temperature measurements are part of the daily routine. The quality of food products can only be tested and guaranteed by precise measurements. The Testo range of HACCP certified temperature measuring instruments, available from NZ distributor Eurotec Ltd, can carry out spot-check measurements in seconds, whether in restaurants or large kitchens or in the transport and storage of foods. Wherever temperature needs to be recorded, Testo measures up and helps you keep compliant with the relevant regulations. Testo are market leaders in thermometers, pH testers, oil testers and data loggers that can be used across a variety of food safety applications. Eurotec has provided food safety equipment to the food sector for over 30 years and established the Testo NZ online store to allow small to medium food service providers to easily purchase quality food safety instruments from a trusted brand and local supplier to help them adhere to their Food Safety Plan. Visit the Testo NZ online store to find out more and to purchase products online www.testo.nz or get in touch with Eurotec to discuss your food safety requirements. Contact Eurotec Ltd 09 579 1990 sales@eurotec.co.nz www.eurotec.co.nz

Power commercial@godfreys.com.aucombinedcomfortand

CLEAN

3. Continue carving along the same surface area carving around the bone.

Hot Glazed Ham

RECIPE # 1 This tangy ham glaze makes it easy to achieve delectably sticky Christmas ham.

• 1 small bottle cider (preferably artisan)

On the right are two glaze recipes which will give your ham lots of interesting flavours to try experimenting with. Pre heat oven to 160°C. Remove the skin and, if necessary, trim the fat.

ew Zealanders love ham, especially in the summer - great for breakfast lunch and dinner - , as ham steaks on the barbecue or even the humble bacon and egg & ham pie. Below you will find some handy tips on how to add delectably sticky tangy glazed ham to the must have festive deason menu! Ham should be stored below 4°C. Leave in the vacuum packed bag until it is required. After glazing or serving, cover loosely with tin foil* or a clean damp tea towel, or use a ham bag. If you are going to use a tea towel or a ham bag make sure you change them daily. Store in the coolest part of your refrigerator after serving. Place above raw products. Consume within two weeks of opening.

RECIPE # 2 • 1 cup orange marmalade • 1 orange zested and juiced

2. Place the marmalade, orange juice, zest, honey, apple cider vinegar and cinnamon in a pot and bring to the boil. Reduce to a simmer for 10–15 minutes or until the mixture thickens and coats the back of a spoon easily.

4. Cook for 35–45 minutes 5. Leave to rest for 15 minutes before serving.

2. Cut thin slices to the bone - moving outwards from the ham hock.

Weigh the ham and calculate cooking time. Allow 10 minutes per 500g. Score the surface by making diagonal cuts approximately 3mm deep. Cover with a glaze (see recipes below) and place on a rack in a large roasting pan. Cook for the calculated time. Brush with the glaze during cooking.

For Semi Boneless Hams - Easy Carve Leg Ham, Champagne Leg Ham, Shoulder Ham.

• whole cloves Instructions 1. Preheat the oven to 180°C an bake.

• Cut the ham straight down not across.

Tip: Cover with aluminum foil if the glaze starts browning too quickly. Usually around half way through cooking time this is needed.

3. Remove the skin from the ham leaving a 1cm of fat on the surface. Score the fat with a knife creating a diamond pattern. Baste the ham with the glaze. Place a clove in the corner of each diamond. Place into a deep dish baking tray.

• Carve an end slice off the ham to make carving easier.

• ¼ cup Manuka Honey

• ¼ tsp cinnamon • 1 Half Ham; cooked on the bone

Ingredients • 2 Tbsp English mustard • 1 Tbsp whole cloves 2 Tbsp brown sugar • 3 Tbsp honey

3. The lovely juices left in the pan can be used to make a gravy for the ham or added to your turkey gravy, once you’ve skimmed off any excess.

*Note: Do not wrap firmly, allow room for circulation.

16 SEPTEMBER 2022 - HOSPITALITY BUSINESS FESTIVE HAM

Carving instructions

1. Place the ham on a cutting board or ham stand. Remove a wedge at the top.

• Even slices are best at 3-5mm thick. Once the hock bone has been reached, cut around the bone to allow maximum slices to be taken.

• 1 tsp apple cider vinegar

4. Remove final piece from the bone and continue to carve on the same surface.

Method 1. Brush the scored fat on the ham with mustard, then stud with the cloves and sprinkle the sugar on top. 2. Drizzle over the honey and place in a large roasting tin. Pour around the cider and cook for 1 hour until golden, basting every 15 minutes to ensure an even glaze.

For brekky & beyond. *Suitable for vegetarians who consume dairy & eggs. · Made with 100% cage-free egg yolks · Won’t split no matter how you flavour it · Bain-marie & microwave stable · Suitable for vegetarians* · No artificial colours, added MSG or preservatives Saffron Hollandaise Knorr Hollandaise Sauce Saffron threads Dill Eggs Benedict with Rosti, Hot Smoked Salmon and Saffron Hollandaise VISIT UFS.COM FOR THE FULL RECIPE Available in major food service distributors.

James Laird (right) has worked closely with Sean Connelly since 2014, first at The Grill and then Gusto at the Grand, before the pair both moved to QT Hotels to open Esther.

18 SEPTEMBER 2022 - HOSPITALITY BUSINESS

Chef James Laird

Cult favourite Prego in Ponsonby was where James spent the next couple of years, and where his love affair with Italian cuisine began. “Prego was one of the first restaurants I fell truly head over heels over as a young chef, and I still love bringing Italian elements through in my cooking style today.” James has worked closely with Sean since 2014, first at The Grill and then Gusto at the Grand, before the pair both moved to QT Hotels to open Esther. QT Hotels are renowned for their quirky luxury, and the Auckland property, which opened in November 2020 is no different. Offering guests an escape that reflects its harbourside locale and bursting with design-led details, the guest rooms and public spaces all tell a story of inner beauty and self-discovery, celebrating individuality in a world less conventional. Food is a cornerstone of the hotel, not only with Esther and popular rooftop haunt Rooftop at QT, but in its very fibre – the design was inspired by the oyster.

and the hotel, a wonderful open-plan restaurant, plus I get to continue my working relationship with Sean.

CHEF OF THE MONTH

It’s no easy feat running a hotel restaurant, which is open at both ends of the day, seven days a week, but when it’s a restaurant like Esther, there is a lot to love. “I can’t pinpoint just one favourite thing about Esther – I appreciate so many things about it. It has a beautifully designed kitchen with a stunning open pizza oven, quality equipment, an amazing team in both the restaurant

James’ food philosophy remains the same as it has since he first fell in love with food, and it continues to drive him to provide the best customer experience possible at Esther. n

Food is cornerstonea of the hotel, not only with Esther and butRooftoprooftoppopularhauntatQT,initsvery fibre – the design inspiredwasby the oyster.

With Sean currently based over the ditch overseeing sister hotel QT Sydney’s Gowings, James runs the Esther kitchen with warmth and precision, from puff bread through to beautifully cooked meats, ensuring everything leaving the kitchen and making their way the tables will delight diners time and time again.

“One of the best things about working in a hotel signature restaurant is that there is a huge team and a lot of support from an iconic hotel brand that isn’t afraid to push the boat out and have a bit of fun. There is a bit of a misconception that hotel restaurants aren’t worth going to, but restaurants like Esther are changing that and people are really loving the food we’re servingWithhere.”aneasy going nature, there is not much that can rattle this chef – unless you touch his knives. James has a love for the Japanese variety, which he imports. Anyone that has worked under James knows that he has a knife for every job and an evergrowing collection. While it’s often challenging stepping into a management position, James has relished the opportunity to continue to deliver the best quality food, using the best local ingredients. He has always preferred working with local suppliers that he can build a relationship with, and he likes knowing where the food is coming from – perhaps a call back to his youth where he enjoyed hunting, and the rule was you ate what you caught. This is reflected in the dishes at Esther. A recent addition to the winter menu, the charcoal pumpkin Tortellini stems from James’ love of Italian and a dish that champions local ingredients. Saffron from Te Anau, truffles from Canterbury and the line caught snapper from Leigh Fisheries are all ingredients that James is enjoying right now.

If you head down to Esther, Sean Connolly’s Mediterraneaninspired restaurant nestled in the QT Hotel in Auckland’s viaduct, you’ll more often than not see Executive Chef James Laird in the open-plan, country-style kitchen.

‘With an easy going nature, there is not much that can rattle this chef – unless you touch his knives!’

James’ interest in food (and love for meat!), started at an early age, from days spent watching his Dad in his butcher shop in Whakatane. He always had a love of food and got immense enjoyment out of cooking at home, and given his dad’s profession he regularly had home kill meat to cook with. After completing his study in Rotorua at the Waiariki Institute of Technology in 2000, James stepped into a Sous Chef role at The Landing Café in Lake Tarawera. From there he moved to Rotorua to fill another Sous chef role for a few months, before the pull of the big city saw him head to Auckland to chase the foodie dream. His first Head Chef role was at Counties Inn, Pukekohe, where within the year he was promoted after starting out as Sous Chef. This role was a challenge, but James knew it was a step in the right direction.

Two

A40-day Kiwi road trip was the driving force behind the justopened iki Roastery & Eatery - Tokyo’s first-ever riverfront café and coffee roastery. Nestled in the heart of the hip Kiyosumi Shirakawa coffee district, the new hospitality hotspot is a unique fusion of New Zealand and Japanese culture. The masterwork of Japanese-Kiwi hospitality entrepreneurs Teru and Kim Harase, it’s housed in a converted warehouse overlooking the Sumida River and is already proving to be a big hit.

>> A

20 SEPTEMBER 2022 - HOSPITALITY BUSINESS CAFÉ SCENE

“Teru and I spent last summer driving around New Zealand and visiting our favourite coffee haunts,” says Kim. “We love the eclectic vibe of places like The Refinery in Paeroa and the Lyttleton Coffee Company, and we wanted to bring a taste of that relaxed Kiwi flavour back to Tokyo.” Japanese-Kiwi flavour fusion cities one flavour

HOSPITALITY BUSINESS - SEPTEMBER 2022 21 CAFÉ SCENE

iki Roastery & Eatery - showcasing the best of the New Zealand café scene in Japan.

The end result – unveiled to the public on August 10 – is the ultimate tale of two cities.

“We flew our entire iki ESPRESSO team down to New Zealand just before Covid, to train them in hospitality.”Kiwi–KimHarase

Highlights include a coffee bar, relaxed dining space and Kiwi-style bakerycomplete with a French-trained baker who whips up artisan bread, croissants, pretzels and arguably the best pies in Tokyo.

22 SEPTEMBER 2022 - HOSPITALITY BUSINESS (Continued from page 20) >>

“We originally imagined iki Roastery & Eatery would be cool and grungy, more like our favourite New Zealand cafes, but because of Tokyo’s hospitality regulations and the difficulty of sourcing op-shop furniture there, it has actually evolved into something a little different. I’d describe the aesthetic as ‘sophisticated retro’!” This is the second eatery the pair have created in Kiyosumi Shirakawa. Sister establishment iki ESPRESSO opened in 2016, and still has queues snaking out the door and down the street every weekend. Clearly Kiwistyle hospitality goes down a treat in Japan’s busy capital. “We’re passionate about showcasing the best of the New Zealand café scene in Japan. Through iki (which roughly translates as chic and stylish), we’re creating an anchor for the local community while sharing our lifelong passion for coffee, food and Aotearoa,” explains Kim, who together with husband Teru commutes between their Tokyo apartment and a tiny house in Omaha.

HOSPITALITY BUSINESS - SEPTEMBER 2022 23 CAFÉ SCENE

Kim and Teru Harase have worked hard to ensure the service they provide is casual and relaxed – a breath of fresh air in the usually formal city.

Kim and Teru have gone to great lengths to ensure both their iki establishments stand apart from the crowd in a city quite literally bursting with cafes, coffee shops and restaurants. As well as injecting their menus with flavour from Down Under, they’ve worked hard to ensure the service they provide is casual and relaxed – a breath of fresh air in the usually formal city. “Generally service in Japan is a bit impersonal so we flew our entire iki ESPRESSO team down to New Zealand just before Covid, to train them in Kiwi hospitality. When you think about many of the best places in New Zealand, so long as they have good coffee, a lot of it comes down to the staff. People gravitate towards places with lovely staff who are cheerful and entertaining – we wanted to encourage our staff to be a bit more like that, to express their individuality. Instead of just bringing over a couple of cool looking tattooed Kiwis, we’re motivating our Japanese staff to create that relaxed and friendly atmosphere.” Not surprisingly the couple have carved out quite a reputation in Tokyo – in fact they now also run a successful hospitality management consultancy business there. In addition to their iki success, they’ve played a pivotal role in the opening of 12 new cafes in the past four“Manyyears.people dream of having their own café, but don’t know where to start. We help them find the right building, in the right location, and assist with exterior and interior design, equipment, staff recruitment and training, and of course, coffee.”

So what’s with the burning love for all-things-New Zealand?

“We met nearly 30 years ago when Teru came here to play rugby. The coffee scene was just starting in Auckland and it opened up a whole new world for Teru, who ended up training under hospitality legend Simone Ford and going on to run some of the city’s most popular cafes. Through iki, we’ve been able to combine our passion for Kiwi hospitality with our love of Japan. It really is the best of both worlds.” n www.iki-espresso.com

The new venue will undoubtedly sprinkle more of their Kiwi magic across the city. Highlights include a coffee bar, relaxed dining space and Kiwi-style bakery - complete with a French-trained baker who whips up artisan bread, croissants, pretzels and arguably the best pies in Tokyo. Taking pride of place above the service counter is a graffiti-style artwork by artist Tadaomi Shibuya. Dubbed ‘Kiyosumi Social Club’ it celebrates the many fourlegged pooches that visit iki with their families and are an integral part of the iki“Thecommunity.heroof the pack is Earnie, our own beloved dog who passed away some years ago.” There’s plenty more in the pipeline too. A state-of-the-art coffee roasting machine is on track for delivery, and eventually they hope to create an outdoor river terrace, providing a breathtaking backdrop for morning yoga and wellness activities. “Iki is really unique in Tokyo, not only because it’s home to the only coffee roastery and eatery on the riverbank, but also because it dishes up the very best of Kiwi hospitality.”

ew Zealand’s pre-eminent national body representing the hotel sector, Hotel Council Aotearoa (HCA), has signed a deal to launch a local edition of Asia-Pacific’s leading accommodation industry conference.

AHICE Aotearoa is set to launch this October with more than 250 delegates expected to attend the inaugural in-person event, including New Zealand’s leading hotel owners, operators, consultants and suppliers Auckland’s Pullman Hotel will host the inaugural AHICE Aotearoa conference.

The inaugural event will be held at the Pullman Auckland Hotel and Apartments on October 13, with a series of site tours of new properties and a gala welcome reception held the day prior on October 12. The launch of AHICE in New Zealand follows the success of the recent Australasian Hotel Industry Conference and Exhibition held in Adelaide during May and attended by a record 1,200 delegates, making it the largest accommodation event in Asia-Pacific.Themaster AHICE event was held for the 13th time in 2022 and the expansion into New Zealand comes at a time when the industry continues its robust recovery following the opening of international borders.

than 50 key speakers from across New Zealand, the Pacific Islands, Australia andMoreglobally.than 250 delegates are expected to attend the conference in Auckland, including New Zealand’s leading hotel owners, operators, consultants, and suppliers with the event increasing in size and content from 2023 and beyond.

Hotel Council Aotearoa Chair, Lani Hagaman, said: “We’re delighted to be partnering with AHICE and announcing a dedicated hotel industry conference for New Zealand once again.

24 SEPTEMBER 2022 - HOSPITALITY BUSINESS HOTELS

The Asia-Pacific Hotel Industry Conference and Exhibition (AHICE) will stage its first New Zealand event on October 12-13, 2022, in Auckland, with three further conferences to follow under the deal with destinations including Christchurch and Wellington. Named the Aotearoa Hotel Industry Conference and Exhibition (AHICE), the event is expected to feature more

AHICE Aotearoa to debut in Auckland

Location: Pullman Auckland and venues around the city Tickets: contact James for(jwilkinson@intermedia.com.au)Wilkinsonpackages

AHICE Aotearoa 2022 Event: Aotearoa Hotel Industry Conference and Exhibition (AHICE) Aotearoa Dates: October 12-13, 2022

“We are not just planning for an October conference in Auckland but are focused on scalability through to 2025. Our programme for 2022 and beyond will include evocative, educational, and insightful keynote speakers, Q&As and panel sessions.”

More info: ahice.co.nz

HOSPITALITY BUSINESS - SEPTEMBER 2022 25 HOTELS

Sponsorships: contact Tara (tducrou@intermedia.com.au)Ducrou

Delegates attending the AHICE Aotearoa conference will enjoy a fully refurbished Pullman Hotel.

HCA Strategic Director, James Doolan added: “As the dedicated industry body for hotels and hoteliers in New Zealand, Hotel Council Aotearoa has always strived to be innovative and forward-thinking. “This partnership with AHICE is proof that the hotel sector is once again establishing itself and playing an active role in the New Zealand tourism landscape. “I’m confident Aotearoa Hotel Industry Conference and Exhibition (AHICE), will quickly become the ‘must-do’ event for the New Zealand tourismTicketsindustry.”willbe on sale soon for the 2022 Aotearoa Hotel Industry Conference and Exhibition and topics covered at the event will include market outlooks, real estate, food and beverage, human resources and more. n

“We’vesector.wanted

“It has been a tough few years for hotel sector employees and businesses, so this is a fantastic milestone for HCA as we strive to assist members on their path to AHICErecovery.”Chairand HM Editor-InChief, James Wilkinson, said it was an exciting opportunity to bring the event to New Zealand as the nation continued its significant re-boot of the tourism to bring AHICE to New Zealand for the last few years and are thrilled to be partnering with HCA to make this a reality,” he said.

Mayfair Luxury Hotels Limited is an independent boutique hotel company, formed in 2018, by owners with a rich depth of both New Zealand and international experience, spanning business, property, and the travel industry. The directors are Sam Stapley, Glen Stapley and Justine Johnson. Sam operated a hotel resort in New Zealand before establishing and leading a boutique hotel management company in Japan. Glen is a Chartered Accountant and was managing Director of Duns Limited Chartered Accountants, he has owned and led numerous businesses. Justine has been in business for 20 years and all three directors share a passion for the regeneration of Christchurch city for the benefit of locals and international visitors alike. n

HOTELS

The Mayfair at 155 Victoria Street Christchurch is the first opening for the company and will employs between 35-40 staff.

The hotel’s hospitality attraction ‘Majestic at Mayfair’, offers a food and beverage experience with a bespoke a la carte menu, accompanied by high tea with a twist by day, and a premium cocktail bar by night. Local Chef Nick Tatom, well known for his time at Christchurch establishment Hello Sunday, has joined the team as Executive Chef and is delighted to be part of the rejuvenation of Victoria Street.

Majestic at Mayfair’, offers a food and beverage experience with a bespoke a la carte accompaniedmenu,by high tea with a twist by day, and a premium cocktail bar by night

“There’s a timeless drama to the black exterior juxtaposed with glass, and concrete that gives the hotel an iconic street presence.”–TimField.

The NickExecutiveMayfairChef,Tatom.

Christchurch welcomes modern minimalist The Mayfair with elegant simplicity in mind. The intent is for discerning globetrotters to feel at home: local knowledge and attentive Kiwi hospitality mingle with internationally sourced premium features such as American oak, and Italian ceramics, all carefully accented by mood lighting. Jeff Merrin of Lume Design says the interior design direction was established to compliment an abundance of natural light from floor to ceiling windows. “We settled on a strong palette of rich warm tones to create a sense of elegance and luxury whilst remaining comfortable and relaxed.” Also part of the innovative new hotel are thoughtfully integrated guest technology and energy-efficient power conservation systems that help to minimise the carbon footprint.

26 SEPTEMBER 2022 - HOSPITALITY BUSINESS After a $23 million investment and a four-year design and build process, Christchurch’s newest boutique hotel, The Mayfair has opened. The first appointment for the hotel is Rick Crannitch, General Manager. Rick brings his experience in luxury hotels from Melbourne including the famed Adelphi (voted best boutique hotel in Victoria), and the luxury five-star Royce“TheHotel.Mayfair is a fresh take on luxury, meaning that luxury no longer means formality. Instead, it’s relaxed, thoughtful, and welcoming at every touchpoint: a beautiful space, complemented by attentive service.” Architect Tim Field describes the overall aesthetic of The Mayfair as ‘modern, minimalist and elegantly detailed’,“There’s a timeless drama to the black exterior juxtaposed with glass, and concrete that gives the hotel an iconic street presence. “Inside the hotel, guests can expect to enjoy extra-spacious suites, designed A fresh take on luxury

ThinkThinkReservations.ResDiary. Unlock your venue’s full potential Create compelling guest experiences with our restaurant reservation and table management platform Book demopersonaliseda Accept reservationscommission-free from all online channels Customisable diary set up to work the way you need it to Have more diners through your doors with smart table management Easily integrates with POS and other systems 60-70 percent of our bookings come through digitally now which saves us a lot of time since we moved from a pen & paper diary. - Margie, Little Savanna sales@resdiary.com.auresdiary.com

Thesalsaandpomegranateavocado,withPoppadomsCrispywhippedgreenchilli(vegan).132-seat

Sudima Opens Sunset Bar

Sunset’s fit-out, features stunning views Westhaven,across the Waitematā Harbour, Waitākere FreemansRanges, Bay, Ponsonby and beyond.

Chateau on the Park Reopens In Christchurch

28 SEPTEMBER 2022 - HOSPITALITY BUSINESS HOTELS H

idden atop Auckland City’s Sudima hotel is a new respite from the busy city streets below with a new rooftop bar called Sunset. Inspired by a cosmopolitan melting pot of culture-shaping bars from around the world, award-winning practice CTRL Space has designed the 132-seat Sunset’s fit-out, featuring its stunning views across Westhaven, the Waitematā Harbour, Waitākere Ranges, Freemans Bay, Ponsonby and beyond. CTRL Space, the interior team behind popular spots like Lilian and Hotel Ponsonby, have used curved ceiling details and banquette seating as a subtle nod to the 1970s. Sunset is divided into various seating zones, including the outdoor west-facing terrace; all zones take in the striking views. “To us, Sunset embodies the very best of today’s Tāmaki Makaurau – distinct, culturally diverse, and forward-thinking,” explains Sudima’s Kanika Jhujhnuwala. P erched on the edge of Hagley Park, the Chateau On The Park hotel has reopened. A DoubleTree by Hilton property, it is considered a perfect place to provide a tranquil, resortlike stay providing an ideal base for trips to Mount Hutt, local winery tours and botanic strolls through the garden“We’recity.so thrilled to be able to offer Chateau on the Park to guests once again. The hotel is very special and we’re excited for everyone to truly experience what authentic hospitality means to us, ” says acting Hotel manager, Nigel Astridge. “The hotel has been refreshed including new furnishings, flooring and fixtures. Our signature and iconic restaurant, Garden Court Brasserie, has recently completed a refresh with new paintings, flooring, furniture andDesignedcrockeries.”bythe late Peter Beaven, the Chateau on the Park – Christchurch, boasts a heated outdoor pool and seven dedicated meeting spaces. The hotel is designed around an internal moat and a forest of timber columns made from peeled tree trunks, offering a unique experience

and a glimpse into Christchurch’s architectural past. Beavan passed away in 2012 and the neo-Gothic-inspired hotel remains one of his last standing buildings after several were sadly destroyed in the Christchurch earthquakes. As well as a stunning weeping willow sweeping across the internal yard and a pristine rose garden, Chateau on the Park – Christchurch, boasts a heated outdoor pool, modern fitness room and a free scheduled local shuttle service to the CBD merely 2.9kms away. The hotel is known for being a goto for business functions with seven dedicated meeting spaces, 170 onsite parking spaces and a business kiosk to serve guests.

Executive chef Harmeet Singh Nanda, who also heads up East, the plant-powered restaurant on the hotel’s ground floor, has collaborated with chefs Maximus Perry and Samson Stewart, two of the talented trio behind award-winning Christchurch restaurant 5th Street, to create the food menu.

The menu is inspired by chef Harmeet’s childhood memories of Mumbai street eats, reinterpreted with global flavours. In keeping with East, there are many vegetarian and vegan options available; snacks such as Sunset Sliders with potato hash, plum chutney, feta and coriander (vegetarian) and Crispy Poppadoms with whipped avocado, pomegranate and green chilli salsa (vegan) sit alongside other plates like Lamb Skewers, with Clevedon buffalo curd and coriander oil, and Sunset Koftas with whipped garlic toum, white onion and parsley salad (vegan).

n Designed by celebrated New Zealand architect, Peter Beavan, the hotel is designed around an internal moat and a forest of timber columns made from peeled tree trunks.

By Gerrick Numan

On a recent Saturday we had lunch at a very busy venue that used QR codes for ordering. An experienced, friendly maitre’d greeted and sat us at our table. She explained the menu and that we could use QR codes (or we could order from her if we wanted to). Then she left us to our devices, checking in throughout our visit, making sure we were well looked after and okay. We ordered everything through the web app, it all came out quickly and accurately. We left feeling well looked after, and happy that our food and drinks orders had been quick and accurate.

Overall, as with everything, good staff (and customer) training is at the heart of it. Combined with well designed web apps, I believe QR codes and self ordering screens are a no brainer for the future of hospo. n

On the Sunday, we went to another very busy venue for lunch. We were seated by another friendly maitre’d who told us that our waiter would be with us shortly. The waiters were overwhelmed and took longer than expected to take our drinks order. When the drinks arrived there were mistakes. Once these were rectified, we had a long wait until a different waiter returned for our lunch order. When the food arrived, there were more mistakes. We left the venue frustrated at the mistakes and the long wait times for service.

Sure, the Sunday experience could've been avoided by better training and more experienced staff. It would’ve probably still been a shabby experience even if there were QR codes, but at least our ordering time would’ve been quicker and the mistakes likely less. The venue had considerably more staff on than our Saturday venue and the service was much worse.

The customers who love them, love the control they get. They no longer have to wait for a waiter, they can order as they please. The operators who love them, love the labour cost savings. I’ve talked to a casual fast food operator using self ordering who has their labour at 20% and still has a great customer experience.

HOSPITALITY BUSINESS - SEPTEMBER 2022 29 TECH TALK

Gerrick Numan, Director Millé www.mille.co.nzInteriorHospitality/Mil-lay/ObsessedArchitects&Designers

On the restaurant side of the business, as a customer I've had two very different dining experiences with QR codes versus traditional service.

The Saturday experience showed me that, with well trained staff, you can use QR codes to reduce your labour hours, whilst still maintaining an enjoyable level of service for customers. People like us, who are happy using QR codes, still get an enjoyable service experience from a friendly maitre’d, and those who want to order through waiters, still can.

If you talk to customers and operators, you get mixed reviews. The customer naysayers say they don’t like the experience of spending their first minutes catching up, staring at their phones, trying to figure out an app and an order. The operator naysayers talk about a potential loss of customer service, and a lack of control of dockets going into the kitchen.

Saturday versus Sunday

ight now, most hospo operators I talk to are at least thinking about using QR codes and/or self ordering screens. They’ve seen other operators using them and they’re thinking about the potential for labour cost savings.

Will QR Codes Kill Customer Service?

withReconnectingClarity

For more information go www.clarityhospitality.co.nzto: that they have before committing. “It’s a conversation too,” says Thompson. “We’re not going to bring any more people to a webpage but when they get there, we’re going to grab them so that they’re not going back to book somewhere else, and we provide them with the information reallyThroughfast.” its work with hotels Book Me Bob discovered that there are about 130 questions that a potential guest might ask that can be answered with a pre-determined response, such as questions that relate check-out time, room rates or parking.

These answers are then uploaded into the system and can be edited by the hotel. In the backend hotels can also track webpage visitors, conversations and commonly asked questions from travellers.

Now more than ever it is vital to cultivate return visits by guests to help rebuild hotel business. What the guest experiences at your hotel is the key, and one way you can ensure that experience is the very best possible is by using the tools built into Clarity Hotel Manager. It starts in advance of a stay with the followup to a Guest’s enquiry or booking, using the automated email or SMS options to confirm the stay details, perhaps providing a link for the Guest to check and update their personal details, perhaps including a link to your Guest Engagement App for them to download, and probably offering an incentive such as a discount or complimentary beverage if they book for dinner.

The Chatbot can interact with customers in multiple languages and it has been designed to feel like a human conversation. n

Tech-savvy travellers have taken to online booking systems and hotel Chatbots with gusto now that international borders to New Zealand have reopened following a tough two Rebuildingyears.the tourism and hospitality market entails winning the business of modern travellers with new hotel software systems such as web chat technology to convert inquiries to “Web-chatbookings.isbecoming a new way of booking says David Thompson, co-founder and CEO of artificial intelligence (AI) Chatbot platform, Book Me Bob. The New Zealand tech start-up operates over 100 different chatbots around the world and was named one of the winners of Microsoft’s EmergeX Highway to a 100 Unicorns Program and earlier this year secured $2 million in funding from cornerstone investors. Chatbots assist the customer to make a booking by answering any questions

Chatbot Chatter

An automated email or SMS text welcoming guests to the hotel and providing details of your services and internal contacts can follow, along with current promotions you’d like to offer and the link to book that dinner in your restaurant of Thecourse.mobile reception App is also an excellent way to ensure you have the correct details for the Guest(s) and their permission to forward them upcoming deals that might attract them back. While you’re there, you could ask them what their favourite activities are that they intend to partake in on their visit, or what interests bring them here, or when their birthday is (for that complimentary bottle of bubbles you offer), or any one of 1000 different bits of information you can collect and store for them personally in Clarity Hotel Manager’s customised Guest profiling module. Ensuring they had a great stay is about staying in touch while they’re with you, responding to them personally and ensuring their every need is met. Any one of a number of Guest Engagement Apps that Clarity interfaces to will ensure you achieve this promptly with minimal disruption to your time. Following up their visit with an automated email (or SMS) shortly after their stay thanking them for choosing your hotel, asking for feedback and offering a link to their next booking (with a discount since you don’t have OTA fees), reminds them of how good their experience with you was, and sets up the scene for their next visit. Now you can use the information you’ve collected to reach out with personalised emails inviting them to book direct for events involving their preferred activities and interests, special occasions such as birthdays, or directed to their market segment, their total spend, their number of stays, or any one of the 1000’s of bits of information you could collect.

30 SEPTEMBER 2022 - HOSPITALITY BUSINESS TECH TALK

What were you looking forward to most about the competition? Breakthrough ideas and recipes, innovation, excellence and presentation, all while retaining the essence of tapas. I was especially interested to see what tapas recipes food lovers in New Zealand curate. Have you been to New Zealand before? Yes! I was the chef responsible for one of New Zealand’s first upscale Indian restaurants almost three decades ago and have also travelled here for holidays. What makes an Indian chef an expert in Spanish tapas? In 2012 I participated in the IndoSpanish food and cultural festival, I’ve represented India as a Food Ambassador under the Spanish government’s Indian Future Leaders Programme (IFLP), I’ve delivered a Masterclass in a reputed culinary institute in Valladolid and judged a truffle competition in Soria. From Madrid to Barcelona, Mallorca to Ibiza, I’ve explored the country extensively and experienced its very many culinary delights. What’s the Indian equivalent of tapas? There’s a large repertoire of Indian dishes which can work as tapas. All kinds of tandoori kebabs like chicken tikka, vegetarian tikka, Goan sausages, street foods like panipuri, sev puri, dahi Bhalla, ever-popular samosas, fried pakoras, South Indian bite-sized

What prompted you to turn your passion into a career?

My original plan was actually architecture, but destiny had a different idea! When it came to deciding between studying architecture and hospitality I was in a dilemma, but once I decided to pursue hotel management and culinary everything fell into place.

32 SEPTEMBER 2022 - HOSPITALITY BUSINESS ONE ON ONE TAPAS TALK Sanjeev Kapoor is a household name in Indian kitchens all over the globe. The first chef in the world to launch his own food channel, he’s on the Forbes India Celebrity 100 List, the Reader’s Digest list of ‘100 of India’s most trusted persons’ and has been named ‘Best Chef of India’ by the Indian government. A multi-award-winning chef extraordinaire, Padma Shri Sanjeev Kapoor is India’s brightest gastronomic star. Better still he came to New Zealand as head judge for Ignite Colleges’ Australasian Tapas Championships and Hospitality Business welcomed the opportunity to interview him.

When I was a kid I used to be around my grandmother and mother when they would cook. My father, who was a banker, also cooked special nonvegetarian dishes. Slowly, I realised I wanted to cook as well. This passion was fuelled by the various local cuisines I tried when my father was posted to different cities for his job. My parents always insisted on good quality food even when we didn’t have the luxury of buying expensive things. They taught me to prioritise food over many other pleasures.

What do you cook for a quiet night in? Usually, whatever my family feels like! They particularly enjoy kacche gosht ki biryani, a slow cooked biryani where raw meat and cooked rice are finished together. What ingredient would you never leave out? A big smile and loads of love. What tips can you share with aspiring New Zealand chefs?

Tapas galore with Chef Sanjeev Kapoor idlis, uttapams, and of course Mumbai special vada pav. What inspired your love of cooking?

It’s very important for aspiring chefs to understand their strengths. Work on it. Stay humble, never stop learning, share your knowledge and, while doing all this, set higher standards for yourself. Nurture your passion, be dedicated and work towards your goal, even if some attempts fail. With consistency of effort, success is bound to follow. n

The 2022 Australasian Tapas Championships were held on August 22 at Ignite Colleges in Auckland.

Sanjeev Kapoor

You’re a celebrity chef, entrepreneur and television personality, you’ve written over 150 cookbooks, and you’ve got your own line of food products.

Your career success has been phenomenal. What are you proudest of? When I started out, the idea of cooking being a respectable profession in India was a distant dream. I’m often credited with being the first chef in India to have brought recognition and respect to the profession of chefs.

A selectionwide producedtapasdelectableofwereand judged at the Competition!TapasAustralian

New Nesuto Team Nesuto has announced three senior management appointments as the hotel and apartment brand focuses its growth strategy across Australia and NewJohnZealand.Bristowe has been promoted to Director of Operations Australia and New Zealand. John joined Nesuto in September 2018 and has been instrumental in restructuring the group’s New Zealand business and developing strategic relationships.

John Bristowe. Lee Johnson.

Nikita Beresnev has been appointed Commercial Director Australia and New Zealand. Nikita joined September 2018 as Director of Revenue Australia and New Zealand and Nikita is now the main point of contact for Revenue Management, Sales, Marketing, including social, and Distribution for Nesuto.LeeJohnson has been promoted to Human Resources and Training Manager Australia and New Zealand. Lee joined in early 2019 as Learning and Development Manager and Relief Hotel Manager. He created the group’s brand signature service ethos and in-house training programme, Make the Call, which has been rolled out to empower teams to deliver great guest experiences. In his new role, Lee will be responsible for all Human Resourcerelated matters across Australia and New Zealand including training and development opportunities, assisting with mentoring team members. n Rochelle Gray.Cameron Taylor.

Senior Hotel Appointments

Cameron Taylor, formerly sales leader at The Hotel Britomart has been promoted to a new role as Head of Hospitality Sales, working across The Hotel Britomart, The Landing Residences, MV Ata Rangi and The Tasting Room at The Landing Wines.

wo hospitality experts are stepping into newly created ‘cluster roles’ at The Hotel Britomart, Auckland, and The Landing Residences, Bay of Islands.

If you have senior appointments in your business you would like us to feature please contact Kimberley Dixon kdixon@intermedianz.co.nzat

The two new “cluster” roles are designed to increase integration of the various businesses owned and operated by Cooper and Company, which include the Britomart precinct on Auckland’s downtown harbourfront, The Hotel Britomart, which stands within the precinct, The Landing, a 1000-acre heritage property in the Bay of Islands, which is home to four luxury guest Residences, The Landing Wines, a boutique winery and tasting room that is open to the public by appointment, and MV Ata Rangi, an 82- foot luxury charter launch.

Rochelle Gray joined The Hotel Britomart and The Landing Residences as Head of Hospitality Marketing, on Monday 5 September. Rochelle comes from a successful tenure as Director of Marketing for Cordis Auckland (previously The Langham Auckland), during which she launched the new Pinnacle Tower and a new restaurant and bar at the property. Before moving into hospitality, Rochelle held senior marketing roles at M2 Magazine, Bauer Media Group, Westfield NZ, DMG World Media and NZ Wines and Spirits. “Rochelle’s diverse, media-heavy background will be a strong support for us as we continue to seek ways to promote and market our hospitality brands,” says Garth Solly.

“In his tenure with the hotel, Cam has had many successes securing corporate contracts, leisure sales, and group business and has led the charge to raise occupancy levels to new heights with each passing month,” says Garth Solly, director of hospitality for Cooper and Company, and general manager for The Landing hospitality.

HOSPITALITY BUSINESS - SEPTEMBER 2022 33 SCENE AROUND TOWN

Prior to joining The Hotel Britomart, Cameron was a senior member of the regional sales team with Accor NZ, Fiji and French Polynesia and previously held the Trade Partnerships role for Tourism Fiji. Cameron stepped into his new role on Monday 15 August.

John’s new role will see him overseeing the operations of all Nesuto’s Australia and New Zealand properties, including the opening of Nesuto Docklands in early 2023, supporting property managers with day-to-day operations and implementing guest service and operating standards across the group.

Nikita Beresnev.

“The Okere Falls Store is a craft beer café, and it was great to see they maxed out the influence of craft brewing – for example, using hop-salted mozzarella, beer-soaked brisket, and artisan sourdough bread made from spent brewing grains,” he says.

Top NZ Toastie Goes To Rotorua

34 SEPTEMBER 2022 - HOSPITALITY BUSINESS TOASTIE TIME

“We also enjoyed the nod to wild food via the use of watercress, while using the pickles as a palate-cleansing element was inspired. Their juice lifted the sour cream to a pickle and dill inspired high.

“This has been another watershed year for the Great New Zealand Toastie Takeover, one in which the judges were given the mammoth task of choosing a winner, while the entrants had to manoeuvre through the unique trading challenges thrown up by Covid-19,” he says. “But everyone made the awayPickles,trophy,bycaninnovation,preparationpresentation,judgedfromupwithcontainbyslicessandwichesTakeoverTheexcitingwe’veinnovativeadjustmentsnecessaryintypicallyways,andhadanotherhugelycompetition.”GreatNewZealandToastiecompetitioncriteriarequiredtobetoastedbetweentwoofbreadandabletobeeatenhand.ThetoastiesalsoneededtocheeseandMcClure’spickles,alltheotheringredientsentirelytotheentrant’simagination.Thirteenfinalistswereselectedthe180entrantsandwereallonthesamecriteria,includingeffectivenessoftechnique,eatability,taste,andoriginality.RichJohnsandOkereFallsStorenowclaimtothetoptoastieawardwayofabespokeRikkiBerger*ayear’sworthofMcClure’sand$500invoucherstogivetocustomers.

The bread.sourdoughonhorseradishwatercress,smokedmozzarella,hopsaltedbrisket,beer-brinedhouse-smoked,toastiewinningincludedpickles,cheddar,andspent-grain

Johns, who has worked at the Okere Falls Store café for the past six years, entered the Great New Zealand Toastie Takeover last year and just missed out on making the finalist round. Undeterred, he returned for another attempt, proving that second time can also be the charm.

Johns was so determined to use brisket in his toasted sandwich entry, he convinced the café’s owner to purchase a smoker. The brisket was brined in a house lager from local Winning Chef Rich Johns from Rotorua’s Okere Falls Store and Craft Beer Garden.

Aformer photographerweddingwith a deep passion for food and flavour, has won the 2022 title of top toastie maker, bringing the award to the North Island for the first time in fourMoreyears.than 140,000 toasties were served up to customers across the 180 eateries vying for the coveted Great New Zealand Toastie Takeover title, with Rotorua’s Get Smoked, Pickled + Toasted creation taking the top spot. Chef Rich Johns from Rotorua’s Okere Falls Store and Craft Beer Garden has won the hotly contested title – and brought an end to the South Island’s three-year winning streak in the competition – with his ‘Get Smoked, Pickled + Toasted’ creation. The winning sandwich consists of house-smoked, beer-brined brisket, McClure’s Pickles, hopsalted mozzarella, smoked cheddar, watercress, and horseradish on Bread Asylum X Lumberjack Brewing spent-grain sourdough with pickle brine sour cream and a beer gravy dipping bowl – all served up for a very reasonable $15.50.

The previous three winners of the Great New Zealand Toastie Takeover were all from the South Island – Steve MacDougall from Mollies (Hotel d’Urville, Blenheim) in 2021, Romeo Dowling-Mitchell from Dunedin’s Hungry Hobos in 2020, and Joseph Walker from the Hokitika Sandwich Company in 2019. The competition’s head judge, Kerry Tyack, says this year’s winner was highly innovative in using both the familiar and readily available.

“The entry also delivered epic mouthfeel and both complementary and contrasting flavours. No ingredient was superfluous, we gave it a perfect score for taste. “We should also mention the inclusion of a brief note explaining the brewing philosophy behind the main ingredients. It tied everything togetherMcClure’sperfectly.”Pickles co-founder Joe McClure says while the quest to find Aotearoa’s tastiest toastie may be over for another year, it’s clear the Kiwi love affair with the toasted sandwich is as strong as ever.

brewer Lumberjack Brewing, then spritzed with McClure’s pickle brine and smoked for 24 hours on site using a special rub. Johns switched careers when he decided photography took him away from his young family too often. He started working as a barista at Okere Falls Store, and after displaying an interest in menu development, moved to the kitchen, where he eventually became head chef. Johns says he’s thrilled to be crowned the country’s toasted sandwich champion.“It reinforces the love and care we put into the creations at Okere Falls – we get lots of compliments from our diners on the food. “We don’t have a traditional menu and try to be a little different, so to win this shows it’s paying off and it’s so amazing to be rewarded. We’ve had so many rave reviews about the toastie and to win, it means a lot.”

request an exhibitor prospectus P: 0800 455 785 | E: exhibition@candiexpo.co.nz If you supply to, own or work in independent grocery, a convenience store, service station, dairy, corner store or mini-mart, C&I NZ EXPO is the trade event you cannot afford to miss in 2022. Convenience & Impulse at The Cloud, Auckland Bringing together New Zealand convenience retailers and suppliers from all banners and brands for two days of sampling, product networking,demonstrations,educationandbusinessbuilding.AttendanceisFREE.TRADEONLY Tickets for the C&I Industry Symposium and the Convenience Cocktails Party can be purchased at the time of registration. Register now at candiexpo.co.nz

Tickets on sale now ahice.co.nz Principal Partners: WEDNESDAY 12 OCTOBER 2022 AUCKLAND CBD HOTELS THURSDAY 13 OCTOBER 2022 PULLMAN AUCKLAND Hosted By: HOTEL COUNCIL AOTEAROA

Hospitality Business September 2022

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