HOSPITALITY REVIEW The Official Journal of the Tasmanian Hospitality Association - February 2019
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WELCOME H appy N ew Y ear to all our members and C orporate partners and of course all our readers . Last year was an excellent year for the Tasmanian Hospitality Association with our annual events such as the Launceston Cup Eve Event, Awards for Excellence, Caulfield Cup Day and our Launceston Race Night. We are looking forward to holding these events again this year along with lots of other exciting events and forums for all our members and corporate partners. We welcomed many new corporate partners last year such as Performance Automobiles, Beetle Black Media, Blueline Laundry and Rhinoplay just to name a few. The THA has also welcomed some new staff in the recent months, Nick Roney who is our Membership and Corporate Engagement Manager, Chris Symons, Deputy CEO and Andrew Moore who started with us in early January as the Project Manager for Clubs Tasmania. All are keen to meet up with our members and corporate partners in the months to come. As we welcome our new Deputy CEO, that means we must say goodbye to the old… Greg Astell has worked for the THA for over three years now, but has been in the hospitality industry for a lifetime. Greg has put his heart and soul into the association and the hospitality industry as a whole. Greg, we can’t thank you enough for your continued hard work and dedication. Lucky for us though it’s not a goodbye forever, Greg will always be a part of the association in one way or another. Unfortunately for you Greg, that means we are never going to let you fully retire. From all your colleagues at the THA, we wish you and Maree all the best for the future. There are lots of exciting things coming in 2019, so make sure you subscribe to our podcast and like our Facebook page to make sure you don’t miss out! We look forward to working with you all in 2019. DONT FORGET, 2019 MEMBERSHIP RENEWALS ARE NOW DUE!
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CONTRIBUTORS
PAUL JUBB President
STEVE OLD CEO
CHRIS SYMONS Deputy CEO Chairman [THAT] Foundation
NICK RONEY Membership & Corporate Engagement Manager
STEPHEN LONG Industry Skills & Workforce Development Manager
MERV SALTMARSH ER & Business Improvement Manager
ANDREW MOORE Project Manager Clubs Tasmania
JOHN FITZGERALD CEO Tourism Tasmania
INSP. John Ward Southern Districts Support Services
MAX HITCHINS Hospitality and Memory Expert
25/93 Salamanca Place, Hobart TAS 7000 PO BOX 191, Battery Point TAS 7004 Phone: 6220 7300 Email: enquiries@tha.asn.au Web: www.tha.asn.au
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Hospitality Review
CONTENTS
FEATURES & ARTICLES
5. PRESIDENTS REPORT
5. FEATURE - CARLTON UNITED BREWERIES
7. CEO REPORT
8. WHAT HAVE I BEEN UP TO?
13. A FINE LINE
14. SPECIAL OLYMPICS
15. FEATURE - GALLAGHER
17. WELCOMING ANDREW MOORE
21. FEATURE - DRYSDALE
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Hospitality Review
President's Report
As part of its 2018/19 State Budget the Tasmanian Government allocated $6.8 million to support the growth and development of our industry. This was in recognition of the importance of our industry to the Tasmanian economy and employment in our great state. The Tasmanian Government’s support will help underpin the implementation of the 2018-2022 Tasmanian Hospitality Industry Strategic Plan (Strategic Plan), which will see a wide range of initiatives rolled out over the next four years to support our growing sector. The signs are positive for our restaurants, café’s, hotels, pubs and clubs, as Tasmanians continue to enjoy the quality food, services and produce our state has to offer. And visitor numbers continue to grow, with an increasing demand on our accommodation sector. But this increase in demand presents its own challenges and as a hospitality business owner I am well aware of just how hard the members of our industry work to continue to provide the high quality venues and service for which Tasmania is now renowned. Increasing competition, including the unregulated sharing economy, difficulties in accessing qualified chefs and management staff, workforce shortages, increasing business costs and regulation and tightening access to finance, all place significant pressures on our businesses and present us with significant challenges on a daily basis. Importantly the funding support provided by the Tasmanian Government provides us with an opportunity to develop and implement strategies that can assist in tackling these critical issues and help us to work towards a stronger and more sustainable future for our industry. The Strategic Plan has been endorsed by the Tasmanian Government and will be released in the coming weeks. One of the important initiatives will be the hosting of an ongoing series of industry development forums across Tasmania’s regional areas. These forums will provide local hospitality businesses and enterprises with an opportunity to identify issues that affect their businesses, at the same time as providing an opportunity for us all to look to the future, and discuss where we see the industry heading over the next ten years. I am very much looking forward to being a part of those discussions and to share the thoughts and ideas of hospitality business owners and operators around Tasmania. I t ’ s an exciting time for T asmania ’ s hospitality industry as we head into 2019. carlton united breweries Anita Holdsworth thrives on a challenge. Her appointment as the first female Brewery Manager of Cascade Brewery at CUB in March 2018 is one of many examples of this, and nearly 12 months on Anita’s dynamic and passionate approach has not waivered. ‘Each day presents me with a new problem to solve, encourages me to work with my team on innovative solutions and stretches all of us to be better.’ The greatest challenge facing Anita is the $10 million upgrade that Cascade is currently undergoing. As Brewery Manager, Anita’s role involves managing the site through this development, a task daunting for some, but exciting for her. ‘My aim is to ensure that, as we navigate this change, we don’t lose sight of the reason we are here, which is to make great-tasting beers and ciders for our customers.” Starting at Carlton & United Breweries as National Quality Manager in 2014, Anita knows all about great tasting products. Coming from a background working in microbiology and chemistry, then moving into manufacturing, she was initially attracted to the company by its iconic brand portfolio. Soon, through her involvement with the CUB Supply Team however, she discovered working in a culture of innovation, alongside like-minded colleagues who are as passionate about brewing as she is, was equally rewarding. As a woman working in beer, Anita is part of a vanguard of change in the once male-dominated industry. She says CUB has not shied away from encouraging diversity in the workplace, actively working to engage and retain women. She describes the working environment as ‘a meritocracy: inclusive, dynamic and innovative’, and is excited about the future for women at the company, which she sees as ‘full of potential’. Anita is keen to play a role in shaping this future. She has a passion for helping women in STEM careers, actively encouraging and nurturing talent through mentoring and public speaking. To women in the industry, Anita encourages taking advantage of challenges and seeking the support of managers. As a leader she says: ‘It is our job to help you, teach you, stretch you and develop you. Ask questions, interrogate our thinking, learn from mistakes, innovate, change and grow.’ As for her own future, Anita is ready for whatever opportunities come her way. ‘The only certainty is that I will continue to face challenges with enthusiasm and a firm belief in the work that we are doing.’ FEATURE CUB
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Hospitality Review
CEO's Report
2019 is shaping up to be a very busy year for the Tasmanian Hospitality Association (THA). Now that the 2018-2022 Tasmanian Hospitality Industry Strategic Plan (Strategic Plan) has been endorsed by the Tasmanian Government and with the grant funds now available, there is a wide range of programs and initiatives the THA will be commencing. $6.8 million has been allocated by the Tasmanian Government over the four year period from 2018-2022 ($1.7 million per annum) and this will support a large number of programs and initiatives, including: • Expansion and continued delivery of the Great Customer Experience program; • A wide range of industry development initiatives, including profitability programs; • Expansion and continued delivery of workforce development initiatives; • Promoting Excellence in the hospitality industry; • Showcasing the hospitality industry around Tasmania; • Developing and implementing the Clubs Tasmania initiative; • Developing and implementing the “Coward’s Punch” program and other programs focussed on addressing anti-social behaviour, including the “Ask for Angela” initiative. A significant initiative to deliver on the objectives of the Strategic Plan are the industry development forums. These forums will provide an important opportunity for us to host conversations with hospitality businesses and enterprises around Tasmania. These forums will also be important in developing an industry plan for each region, focussing on the priority issues that are specific to that region. One important area of focus will be the issue of profitability. There are many challenges facing the hospitality industry that can affect a business’s return on investment, including the costs associated with energy and electricity, access to goods and services, and government red tape just to name a few. Importantly, the more profitable the enterprise, the greater the job opportunities and as part of the industry forums we will be looking to the local hospitality industry to provide guidance on priority issues affecting the profitability of their businesses. These forums also provide us with another important opportunity and that is to host a series of regional development events at the same time. While not quite as large as an “expo”, we are planning to host “meet the producer” style events, corporate supplier trade events, guest speakers, workshops on social media and IT, wellness presentations with a major focus on mental health, industrial relations forums, networking events and more, in each of the regions, all at the one location and at the one time. Importantly by taking these events to the regions, we are providing the local hospitality industry with better access to the benefits these events have to offer. The Strategic Plan recognises the importance of hospitality businesses and enterprises in Tasmania’s regional and rural areas, and these regional development events provide an ideal opportunity to support and promote the local industry. These events will also be of value to local producers, with a large number of hospitality businesses owners and operators at the one location and at the same time. By hosting a “meet the producer” event we can assist the local food, produce and service industries in promoting their products and services to the hospitality industry. Held in each of the regions twice a year, I am very confident these events will grow in time and present an even greater benefit for hospitality businesses and enterprises around Tasmania. I am very much looking forward to the work ahead over the next three to four years as we implement the programs and initiatives outlined in the Strategic Plan and as we work with hospitality businesses and enterprises around Tasmania to develop a stronger and more sustainable industry 2019 is shaping up to be a very busy year for the T asmanian H ospitality A ssociation
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ARTICLE Nick Roney
W hat have i been up to ?
It’s now 6 months in my new role as Membership and Corporate Engagement Manager and to say that I’m enjoying the work along with the challenges would be an understatement. In this, my first article, I will endeavour to share with you some of the experiences I have had along the journey so far. I have been fortunate to have met some of you along the way along with those of you who attended our events especially our Awards of Excellence and late last year our two race meetings, one in Hobart and the night meeting in Launceston which was a great night. I am looking forward to meeting with you all over the coming months. Speaking of our Awards for Excellence, nominations will be sent out to you in February. Another event I attended which I found to be most beneficial to all who attended was the Procurer meets Producer event organised by our own Pete Handy. This facilitated event included guest speakers and case studies and gave those that attended, opportunities to have a say on what works, what doesn’t, and what needs to happen to create better connections between the producer and the procurer. Over the past 6 months, two events were held and it was good to see 84 attendees, which included hospitality venue operators and owners, chefs, front of house Managers and small farm producers. I travelled the state with the PFD Road show in October and I found this to be a great event and what an opportunity this roadshow is for our food industry, hotels, restaurants and cafes to have all these suppliers come to our area. For the accommodation providers who participate in the Occupancy Statistics sharing exercise, we are excited to be able to inform you we are adding projections/ forecasting to the information you all share so we do hope you will find that a welcome addition to the report you receive each month.
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Hospitality Review
I was fortunate to have been invited to attend the opening of the St. Helens Waterfront Holiday Park on the 5th December, what a fantastic addition this property is to the East Coast. I would like to welcome three new Corporate Partners who have come on-board with the THA recently and they are TABCORP, Performance Autos, Blueline Laundry and Beetle Black Media. As corporate partners of the THA, each partner has different offers that they can provide members. See our website for contact details. I have accompanied our CEO Steve Old to attend regular meetings with Liquor and Gaming officers and will continue to do so, I have enjoyed the constructive meetings working together with Liquor and Gaming for the betterment of our industry. In the month of December, Steve and myself commenced our new THA Podcast, which gives us an opportunity to spread the hospitality word far and wide. As the months go on this will become a powerful tool for whole of industry as we endeavour to get out to most areas of the state to interview owners, operators, managers, staff, locals and politicians. Please go to our website to get more information on this new initiative and please subscribe and share and listen. All feedback is welcome. The THA website is where you are able to go for any information you require about the THA and the site which has been restructured recently by our good friends at Beetle Black. It also contains relevant and up to date ER/IR information. If you have misplaced your member login please call our office on 03 6220 7300. Finally, now is the time to renew your membership, you should have received your invoice for 2019 in early December. As a reminder, if you have had a change in management or email, please contact us so we can keep you updated on industry relevant information.
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ARTICLE Stephen Long
Procurer meets Producer
We have continued to work with Procurers, Producers, other bodies (Eat Well Tas, Government House for example) to progress this initiative. A review meeting from the original Huon based Procurer meets Producer session has been held and we are following up on opportunities gained from the participation of Government House. There will be further opportunities available over the remainder of the year and we will advise when, where and how these will occur as they are finalised. In the meantime if you wish to speak to someone about this please call: Peter Handy phone: 0404 031 004 or email: peter@tha.asn.au
THA Great Customer Experience program (GCE)
The Government has funded the GCE program for another four years and given us the task of getting 2,000 venues through the program in that time – a challenge we relish!! Stephen Long has now transitioned from his position as Manager Industry Skills and Workforce Development to Manager Great Customer Experience Program, a dedicated position to manage the increasing Program and the associated reporting to Government that comes along with increased funding. The Government wants to make sure that we meet the following outcomes:
• • • • • • • • • •
Promotion of excellent customer experiences to Tasmanian tourism and hospitality businesses Greater awareness of the importance and benefits of quality customer experiences
Participants satisfied with delivery of the program Continued refinement and development of the program Alignment of goals with the Visitor Engagement Strategy
Support for the delivery of T21 outcomes
Options for program delivery available across all regions in Tasmania Alignment of the GCE with Skills Tasmania work programs
Research on training requirements and methods exchanged between the THA and Skills Tasmania Participants continue to deliver improved standards of customer experience post completion
So there is much to do and contractors will be very busy but that’s what we want, so if you haven’t been contacted and want to participate, and more than 600 venues have so far, and we have another 532 waiting for contractor time to be freed up, then let me know: Stephen Long: Phone: 0439 100 290 or Email: stephen@tha.asn.au As well, we are about to reinvest in about 130 of our completed venues who were allocated a THA Great Customer Experience “Seal of Approval” in 2016, and we will be confirming their as continuing delivery of, and improvement in, the Customer Experience in their venues. Check the THA website https://tha.asn.au/ for more information.
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Hospitality Review
Schools Program
We are excited about our new Schools Hospitality Awareness Program and are working hard with the Department of Education, Catholic and Independent Schools to get the program scheduled. Our intent is to get the right information to students, to get them exposed to real venues and Hospitality Ambassadors over a reasonable period rather than be one part of the many industry free for all that occurs in many of these events – we want to tell the reality, and our new Hospitality Awareness Program will do this for the industry – 5 hours of dedicated hospitality time at schools will be of great benefit in bringing these young people forward into the industry. Then it will be up to venues to give them a shot, and we will assist – see the Great Customer Experience program info above.
Manager Industry Skills and Workforce Development
Stephen Long has transitioned from this position and Mark Banovic will be his replacement starting in February. Mark will be able to put his mark (oops) on the programs and systems developed under Stephen's leadership and we look forward to some fresh ideas and programs moving forward once Mark has had the time and opportunity to see what’s been done, what’s proposed and to add his own ideas. Mark will be trying to meet as many of you as he can quickly so expect to see him around.
Improving the quality of life for people with intellectual disabilities through the provision of rewarding work opportunities in the laundry and other industries. Call us today Hobart: (03) 6278 8299 or Launceston: (03) 6344 5822 or visit blueline-laundry.com Tasmania’s Choice For Supported Employment
blueline-laundry.com NDIS provider of supported employment Tasmania’s leading linen service
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Merv Saltmarsh ARTICLE
A FINE LINE: APPLYING PRESSURE TO RESIGN IN THIS ARTICLE, THA’S EMPLOYMENT RELATIONS - BUSINESS IMPROVEMENT MANAGER MERV SALTMARSH EXAMINES AN UNFAIR DISMISSAL APPLICATION WHICH HIGHLIGHTS THE FINE LINE EMPLOYERS MUST BE WARY OF WHEN DEALING WITH POLICY BREACHES.
In a single member decision, Fair Work Commissioner Bruce Williams deemed an employer’s actions in dealing with a disciplinary matter were inappropriate, but decided against reinstatement as it was found the employee made a decision of his own accord to resign. BACKGROUND In this case, Robert Tiller v Relationships Australia Western Australia Inc [2018] FWC 5519 (4 September 2018), the employee allegedly breached social media policy with a Facebook posting of a newspaper article challenging the notion domestic violence was not gender neutral. The employer alleged supporting the article was “not only wrong but dangerous” given the employee was involved in counselling both men and women. When called to a meeting with management, a colleague who the employee elected to have attend as a support person was on leave, but the meeting proceeded nevertheless. At the conclusion of the meeting, the chief executive asked the employee: “Where do we go from here?” This prompted the employee to volunteer his resignation. In his unfair dismissal application, the employee said that during the meeting he felt he had to resign as a result of the employer alleging, he had committed a serious breach. This was rejected by Commissioner Williams. The chief executive did not say to the employee he would be given the opportunity to resign in a bid to protect his professional reputation, it was found. It was also not communicated that the employee’s employment would be terminated, nor would he be dismissed if he did not resign. Commissioner Williams heard that the day following the meeting, the parties discussed the differences between him being dismissed and resigning. The employee subsequently provided a written resignation letter, but contended it was under coercion because of the conduct of the employer during the meeting.
THE DECISION In determining whether the employee’s resignation was under coercion, Commissioner Williams said he simply could have waited to see what the employer did about the situation before resigning. “If (the employee) had not resigned after the meeting perhaps an approach other than dismissal might have been considered by (the employer),” Commissioner Williams said. “Considering what occurred there is no evidence that there was an ultimatum given to (the employee) during the meeting that he would be dismissed if he didn’t resign or that he should resign in order to preserve his professional reputation.” It was ruled that whilst understanding his employment was “precarious”, the employee was not forced to resign, but voluntarily exercised a choice to do so. Commissioner Williams dismissed the unfair dismissal application. IMPLICATIONS FOR EMPLOYERS Employers must be wary of the fine line between forced resignation and, in the context of serious allegations, subtly suggesting an employee make a decision regarding ongoing employment. In deeming the employer in this case to be treading that line and not following proper procedure, Commissioner Williams noted that if the employee had not resigned then it was likely he could have succeeded in an unfair dismissal case. Cases such as this are finely balanced and it is recommended employers seek guidance before taking disciplinary action. Ideally, if the allegations are indefensible, these should be advised comprehensively to the employee both prior to, and at the disciplinary meeting. Any pressure to resign should be avoided, instead allowing the employee to make their own decision free of perceived coercion. For further advice about themes covered in this case summary, feel free to contact THA by email to Merv Saltmarsh ER Business Improvement at merv@tha.asn.au or mobile direct on 0407 869 924. Members can also have access to all of our services and much more, including the member’s area of the website.
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ARTICLE CHRIS SYMONS - [THAT] FOUNDATION
special olympics tasmania
We are very excited to be partnering with Special Olympics Tasmania in 2019 to deliver an introductory basketball program for children with disabilities. This will include a one day taster program followed by a six week program developing skills. For those who want to continue they will then be supported to move into an integrated program in term two of 2019. The program will also use current junior players to support the skill development helping them to understand the importance of inclusion. Donations We are also providing support to Devonport Child Care Centres which will help with the inclusion of Milana. Milana is almost 3 years old and she has Glycogen Storage Disease [GSD] Type 3. She does not drink or eat anything orally, so PEG tube fed. Our funding will support the upskilling of the staff. If you know any children in need of support or would like to support one of our fundraising events please contact me at chris@tha.asn.au Chris Symons President Tasmanian Hospitality Association Together [THAT]
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Hospitality Review
I s your business vulnerable to POS cyber criminals in T asmania ? FEATURE GALLAGHER
The THA and Gallagher have some examples to share with members which might make you think twice. Skimming in Australia
Australians make close to $23 million retail purchases a day using credit or debit cards at in-store terminals, according to the Reserve Bank of Australia. Although card cloning is less prevalent in Australia than overseas it increased by 13% between 2016 and 2017, according to Fraud and Cybercrime Squad Commander Detective Acting Superintendent Matt Craft. In June 2017 Craft headed an investigation into a spate of unauthorised ATM withdrawals using ‘cloned’ credit and debit cards with stolen data from the magnetic strip and personal identification information (PIN), classic skimming technology Skimming targets include:
• • • •
unattended or unmanned (self-serve) terminals
terminals with high volume use
merchants with periods of high volume sales merchants with high transaction volumes
The hardware Skimming works by either stealing data directly from a customer’s card or from the payment infrastructure at a merchant location. Techniques range from devices attached to or hidden inside terminals, including pinhole cameras or keypad tone recorders, tampering with terminal connections by substituting the cable, for example, to handheld skimmers used by corrupt staff members who on-sell the data they collect while processing your bill. How can businesses protect themselves from skimming? Working closely with representatives from the Australian Crime Commission, the Australian Federal Police and the NSW Police, the Australian Payments Network has designed and developed an industry education program for businesses on how to detect and prevent card skimming on their premises, highlighting what to look for and security measures. Practical steps include • closely monitoring payment equipment for signs of tampering: broken seals, missing screws, decals, and checking network ports • record the serial and model numbers of your devices • check that your POS devices are Payment Card Industry Security Standard Council approved by visiting the PCI SSC website • mounting terminals securely and utilising cables or locking stands to secure the equipment • installing protection software on your POS terminals • consider installing security cameras • screening new hires by conducting background checks How else can the THA & Gallagher support members across Tasmania? Gallagher’s cyber insurance specialists can help tourism and hospitality businesses identify their operational exposures, and provide cost effective Insurance
programs to protect your bottom line. For more details, contact: Nick Roney THA 0439 119 343 Dan Quintin Gallagher 0418 268 409 David McCormack Gallagher 0427 914 833
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Hospitality Review
W elcoming ... A ndrew M oore ! I have started with the THA on January 7 2019, in a part time role, Project Manager, Clubs Tasmania. This an exciting opportunity to support clubs and RSLs and is recognition of the important role they fulfil in the local community. RSLs and sports and community clubs are not just a place of gathering and enjoyment for community members with similar interests, but play an important role in providing critical support services to their members and members of the community in need of assistance. In the last three months, I’m confident that many of us would have visited an RSL, accessed a local club or maybe even volunteered in one? During my university days, I worked in a range of hospitality venues, more recently though, I have worked in education as a teacher, Principal and Project Officer. To balance my professional life, I am currently involved at the local level as a board member, coach and volunteer in footy and cricket clubs. I’ve always been passionate about sport and together with volunteering, enjoy the opportunities that are unlocked from these activities. Together with my family, we enjoy travelling and next on our list is Vietnam in July. In the short term, I am looking forward to touching base with the people in our clubs and RSLs, meeting key stakeholders, taking small steps and listening. Some of our immediate activities will include, planning 5 regional forums, developing and then sharing, our ‘Clubs Tasmania Information Kit’ and helping to make clubs and RSLs, more effective, robust and sustainable. I am excited to work with the broader community and harness the resources within the THA network, to deliver on the key objectives which have been agreed with the Tasmanian government.
ARTICLE Andrew Moore
C lubs tasmania
Our four year commitment to support clubs and RSL’s to be effective, robust and sustainable, commenced in January this year. Recognising the important role they fulfil in the local community, the project is currently undertaking community conversations with key stakeholders and state sporting associations, as part of a mapping exercise in the sector. Two of my early goals are to identify what is working well and which stakeholders we can partner with. Once completed, we can then set about delivering support and services to member clubs, across the THA network. As part of our support services, planning is underway for a series of regional forums around Tasmania. Scheduled to begin in April, the THA will develop a Clubs’ Kit that provides club management, staff and volunteers with awareness of the wide range of management and regulatory issues that need to be addressed in effectively managing their businesses. The Clubs Kit will be available at five regional forums (Hobart, Launceston, Strahan, Orford and Burnie) and contain advice and guidance on issues, already identified through community consultation and feedback. These issues include, providing advice on compiling grant applications, providing clubs and RSL’s with a broad understanding of their legal and regulatory obligations and developing an IT awareness program in the form of a series of workshops, to guide club management on the effective use of modern IT and communications technology, to be able to more actively promote their clubs and to assist in reducing the administrative workload of their staff and volunteers. Our overall commitment is to work with Tasmania’s clubs in establishing effective partnerships with key organisations and enterprises to strengthen their capacity and capabilities.
In the longer term, our overarching objective is to work with Tasmanian clubs and RSLs to strengthen their capacity and capabilities, as the peak service and advocacy body in the clubs sector. For more information contact Project Manager Clubs Tasmania, Andrew Moore on (03) 6220 7300 m: 0408 284 228
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ARTICLE
LIQUOR AND GAMING
With the Christmas and New Year period now behind us we were pleased to note that while there were several notable isolated incidents, overall the management of venues to minimise alcohol related harms was of a high standard and showed the benefit of good planning and forethought. We appreciate the cooperation extended to staff of the Liquor and Gaming Branch through the period and we hope that it was a successful one for all licensees. The issue of alcohol related harms continues to be at the forefront of the national discussion and we know that both regulators and industry around the country are focused on improving the way we manage the balance between a good night out and the risks of abuse and misuse of alcohol. Licensees will have received an annual fee notice in early January requesting payment of the annual liquor licence fee by 31 March 2019. Penalties apply for late payments and if payment continues to be outstanding, licenses can be suspended or cancelled. Details on how to pay are included in the fee notice. If you haven’t received a notice, We encourage you to contact the Branch promptly. We would like to remind everyone of the requirement to submit permit requests at least seven days prior to the date the permit is required (including for permit renewals). This enables time to undertake due diligence prior to consideration by the Commissioner for Licensing. Failure to observe this timing could mean that your permit request is delayed. We have recently approved the use of Australia Post’s digital identification called Keypass in Digital iD. Licensees will be able to check authenticity of the Digital iD by: • Sight - matching the person’s face to the photo on the Digital iD profile and checking the 18+ Keypass badge to verify the person is over 18 years of age (the same as if the person had produced a physical licence); • Shake - asking the person to shake the phone or tap the Digital iD profile photo to activate screenshot protection. This displays an animation, confirming the Digital iD is not a screenshot; or • Scan - online scanners can scan the QR code on the Keypass screen to confirm the validity of the identification. If you are presented with a false Digital iD, you are to take a picture of the iD and refer the matter to the Police for investigation. Further information will be available on the Liquor and Gaming website. As mentioned in an earlier edition, Jane Scott, former Manager Operations, has transferred to another role within Treasury, following a long and transformative contribution to liquor and gambling regulation. We are pleased to announce her replacement, Sharon Rooney, who commenced with us on 25 January 2019. Sharon has a background in operational management roles, having worked with the Hobart City Council, the Department of Immigration and Victoria Police and we’re very pleased to welcome Sharon to the Branch.
BARREL SERVE
THE CAPTAIN WITH LESS COLA
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Hospitality Review
Max Hitchins ARTICLE
The most entertaining operators I know in the Hospitality Industry are great story tellers. Mastering the skill of storytelling will help you in many ways in this Industry. Not the least being your customers become your best marketers. They will talk about you and tell of you being entertaining because you always have a good story to tell. To be able to stand and speak in public and tell stories is not a God-given gift. It comes from a lot of hard work and a lot of practice. But there are some short cuts to make it easier. Firstly, if you have a fear of speaking in public you probably suffer from gloss phobia? This is the fear of public speaking. People who suffer from gloss phobia tend to ‘freeze’ in front of any audience. As many as 75% of people have gloss phobia. Comedian Jerry Seinfeld suggests, at a funeral, most people would rather be lying in the casket than delivering the eulogy! Secondly, the secret to success in overcoming gloss phobia is to collect and tell stories. The best stories are certainly your own personal experiences as they are easier to remember. Take some time to think about what has happened to you in your time in the hospitality industry. I am sure you will have some great stories to share. I find self-deprecating stories work extremely well. For example: Years ago, I worked on the Front Desk of a five-star Park Lane hotel in London. Each day I wore my striped trousers and black jacket and felt very important. One morning a ‘Danny De Vito lookalike’ slinked up to the counter and said to me “Hey guy…you look like a man of the world. Tell me, where can I get a prophylactic?” Come with me now and be in my shoes (and striped trousers and black jacket!) Remember the foyer of this five-star London hotel was packed with people checking in and out of the hotel. And I had no idea what a prophylactic was! Had he said condom I would have understood. (I was a man of the world!) So, I cupped my hands around my mouth and shouted across the room at the Concierge. “Mr Walker…this gentleman wants a prophylactic. Can you help him?” Oh dear, oh dear, oh dear. My Danny De Vito lookalike began to shrink like the wicked witch from the west in the Wizard of OZ as everyone turned to stare at him. Embarrassing for me? It sure was. But it has become a great story to tell. I also collect short snippets from the media. Another example: I read a report where a woman, in a public forum, argued with the Governor General Sir Peter Cosgrove. He was making the point that some form of National Service could be beneficial for the youth of Australia. The woman vehemently stated that training people to use guns would turn them into terrorists or murderers. The Governor General said “Madam, you have the same attributes as ‘ladies of the night’. But that doesn’t mean you are going to follow that profession! “ I continually file new stories in the ‘Notes’ on my Apple iPhone and I regularly review them. I have written about this in one of my Memory eBooks. If you really want to get good at speaking and storytelling, I suggest you to check them out. By line: At HospitalityDoctor.com.au you will find tips, tricks and tonics to help you become a super Hospitality Industry professional. You will also find details of a series of eBooks titled “How to Develop A Memory Like an Elephant.” S torytelling keeps customers coming back
February 2019 www.tha.asn.au
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22 enquiries@tha.asn.au 03 6220 7300
Hospitality Review
ARTICLE
DRYSDALE
Undertaking a Hospitality qualification at Drysdale has opened Amity Ellis’ eyes to the opportunities that the industry has to offer and helped win her a Women in Tourism scholarship Amity was recently awarded the Women in Tourism Tasmania Northern Branch Scholarship, 2019. Amity says she is excited to win the scholarship and will use the funds to undertake further study at Drysdale North, where she completed a Certificate III in Hospitality in 2018. “I was working as a barista and unfortunately I lost my job. Rather than looking for work I decided it was time to return to study. “I’d been working in the industry for a few years mainly doing bar work and barista work. I decided it was time to capture my experience on paper so I enrolled in the Certificate III in Hospitality at Drysdale. “Before undertaking the course I didn’t know how broad hospitality and tourism was. I didn’t realise how many doors it could open. The course really highlighted all the opportunities that are out there in the industry. “It was definitely a positive outcome going back to training. I loved it. My teacher, Max, was one of the greatest teachers. She gave us lots of hands-on personal experiences. She was awesome.” The $1000 Women in Tourism scholarship is awarded annually to assist the recipient to undertake tourism or hospitality studies as post-secondary level. They also receive peer support from Women in Tourism Tasmania members and have the opportunity to attend a number of events including the two-day Tasmanian Tourism Conference 2019. Tourism Industry Council Tasmania Industry Services Advisor, Christine Pritchard, said she and colleague, Kim Jeffery, conducted the scholarship interview and were both impressed by Amity’s confidence and interest in pursuing a career in the tourism and hospitality industry in Tasmania. Amity recently attended the WIT Northern Branch Networking Christmas event and said it was a great opportunity to meet and make contacts with other women in the industry. Amity plans to undertake a Certificate III in Tourism at Drysdale North in 2019 and then complete a Certificate IV in Tourism or Hospitality. Drysdale is the tourism and hospitality training division of TasTAFE. For more information about Drysdale tourism and hospitality courses: visit www.tastafe.tas.edu.au or contact the Drysdale Education Manager in your region: • South: Varun Khetarpal ph: 6165 6614 • North: David Dunn ph: 6777 2483 • North-West: Tim Cox: 6478 4263 DRYSDALE STUDENT WINS WOMEN IN TOURISM SCHOLARSHIP
February 2019 www.tha.asn.au
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ARTICLE JOHN FITZGERALD
Since I last wrote, Tasmania‘s had a fantastic festive season with a host of wonderful summer events. It‘s a great time to be in the state with so much to see and do. Even over the summer period, the team have been knuckling down with a big program of work for 2019 including our summer advocacy campaign which launched at the start of January. With many visitors and Tasmanians out and about holidaying in our state it is an ideal time to harness the promotional power of passionate advocates, encouraging them to share their own unique Tassie experiences with their friends and family. We know word of mouth recommendations are a powerful influence on people’s holiday choices and today’s likes and shares can bring tomorrow’s visitors. Our new campaign encourages visitors to share their Tasmanian experiences to their social networks using the mechanism A Quiet Little… #TassieStyle. Visitors and locals are seeing examples of A Quiet Little…#TassieStyle on billboards at Hobart and Launceston airports and through targeted social and digital advertisements. The campaign aims to capitalise on Tassie’s sold-out summer to build demand for the slightly quieter months. You too can become an ambassador for our state and share those quiet little moments on social media that speak to real Tasmanian experiences. Read more about the campaign and how to get involved at www.tourism.com.au/ marketing/campaigns/a-quiet-little This summer also saw another spectacular finish of the 2018 Rolex Sydney Hobart. The big maxis, including line honours winner Wild Oats XI, headed into Storm Bay just after sunrise and were given a warm Tassie welcome with vessels of all shapes and sizes heading out onto the River Derwent to follow her to the finish line of this great ocean race. In anticipation of the 75th race in 2019, Tourism Tasmania has been working closely with the Cruising Yacht Club of Australia to leverage the yacht race and build awareness of Tasmania through targeted adverts and editorial in various publications of Offshore Magazine. Tourism Tasmania also brought a taste of Tasmania to the Rolex Sydney Hobart Yacht Race Corporate Luncheon in Sydney in December. Guests were served freshly shucked oysters from Blackman Bay Oyster Butlers and offered tastes of The Splendid Gin and The Splendid Summer Cup – which went down well on a perfect Sydney day. Mona Foma is now over for another year and there has been an impressive amount of national publicity around Launceston and the event. Events like these really do shine a spotlight on Tasmania and provide an incentive for visitors to come to our unique events and stay longer to experience what we have to offer.
Mona Foma and Qantas, supported by the Tasmanian Government through Tourism Tasmania, provided a special Air Mofo charter flight from Melbourne to Launceston for the event. Tourism Tasmania leveraged the Air Mofo hype through public relations and influencer activity, and through multiple content opportunities to build greater awareness of Launceston and northern Tasmania. As part of the promotion, 25 lucky competition winners, along with five of their friends, joined the flight for a weekend of fun and frivolity in Launceston. Tourism Tasmania enhanced the competition winners’ experience by adding further Tasmanian touch points to their journey. On arrival, they received a gift from Tourism Tasmania leveraging A Quiet Little #TassieStyle campaign comprising of The Splendid Gin, Harvest Market vouchers, confectionary and a Launceston itinerary. On departure, passengers were farewelled with A Quiet Little Drink #TassieStyle Cape Grim water prior to boarding the return charter flight. A greeting event was held on arrival of the flight into Launceston to convey a warm Tassie welcome to the state, and seed return visitation. The latest visitation data has been released and shows that the state is continuing to attract visitors and has strong appeal. In the year ending September 2018, we welcomed 1.3 million visitors who stayed more nights and spent a record $2.4 billion in our communities. Importantly, the total number of holidaymakers has grown by 2 per cent and they are staying longer with holiday nights up 8 per cent from the previous 12-month period to 5.87 million nights. The figures also reveal that 69 per cent of all visitor nights were spent outside of the capital. This is reflected in regional visitation with all regions experiencing steady visitor growth. The Cradle Coast region has shown the strongest rate increase, up 5 per cent from the previous period. The growth in the regional dispersal of visitors is a positive sign and it’s good to see visitors exploring beyond our capital city and spending money on petrol, tours, attractions, accommodation and other goods and services around the state. Ensuring the value of our visitors is experienced in local visitor economies is a key focus of the T21 strategy. There are a number of key priority actions that are underway and being developed to ensure we continue to see visitors staying longer, seeing more of the state and spending more in our regional communities. I hope you have a great summer/autumn season and I look forward to updating you on what we have planned for our winter campaign. watch this space!
24 enquiries@tha.asn.au 03 6220 7300
Hospitality Review
ARTICLE JOHN WARD
Northern District Licensing continues to liaise with Licensees in the north of the state on issues of responsible service of liquor. Of note, licensing personnel conducted a joint operation with Liquor and Gaming on the 10 of August 2018 at a number of Licensed Premises in Launceston where no major issues were detected. Northern Police would therefore like to take this opportunity to congratulate all northern district licensees with their responsible service of liquor over the first half of this financial year. All major incidents in the Northern District are down compared to last year except for public place assaults which have seen a slight increase. Any public place assault is always of concern, statistics shows that alcohol and drugs have been a contributing factor in this increase. Tasmania Police are always thinking of new ideas to address this issue and believe that a joint approach would be of great benefit. Therefore we would like to remind Licensees of their obligations under section 79D of the Liquor Licensing Act 1990 79D of the Liquor Licensing Act 1990 which prohibits behaviour and language such as A person must not, on licensed premises or permit premises – (a) act in a violent, quarrelsome or disorderly manner; or (b) use disgusting, profane or foul language. It is the responsibility of a licensee acting under the authority of Section 80 of the Act to remove these persons; (1) A person must leave licensed premises when required to do so by– (a) the licensee or a person acting with the authority of the licensee.
Licensees should also be mindful that they now can issue barring orders under section 81 of the act which gives them the ability to deal with persons who have been removed from their premises. 81. Barring orders (1) In this section – barred person means a person on or to whom an order under subsection (2) or (4) is served or given; (2) A licensee, a person acting with the authority of the licensee, or a permit holder, may by order in writing served on a person, bar that person from entering or remaining on the licensed premises or permit premises for a specified period not exceeding 6 months – (a) if the barred person is intoxicated or acting in a violent or quarrelsome manner on the licensed premises or permit premises; or (b) if the licensee, person acting with the authority of the licensee, or permit holder, reasonably believes that the safety of the barred person or any other person on the licensed premises or permit premises is at risk because of the behaviour of the barred person as a result of his or her consumption of liquor; or (c) on any other reasonable ground. (3) An order served under subsection (2) must be in a form approved by the Commissioner. If licensees wish to discuss the issuing of barring orders with Northern District Licensing personnel Sergeant Ivan Radosavljevic can be contacted on (03)67773732 or ivan.radosavljevic@police.tas.gov.au
Let Gallagher help with some of the heavy lifting for your 2019 insurance and risk management matters. Insurers across Tasmania are responding to local and national major losses by increasing their premiums and excesses, while their capacity and flexibility are decreasing. To help THA members through these challenging conditions Gallagher and the THA are offering preferential deals on property and workers’ compensation insurance. At your service when conditions get tough To find out more connect with the team today: Call Gallagher Launceston’s David McCormack on 6337 1312 or Gallagher Hobart’s Dan Quintin on 6235 1241
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For more information, or to request a quote, visit: info.ajg.com.au/tasmania
info.ajg.com.au/tasmania
Cover is subject to the Policy terms and conditions. You should consider if the insurance is suitable for you and read the Product Disclosure Statement (PDS) and Financial Services Guide (FSG) before making a decision to acquire insurance. These are available at www.ajg.com.au. REF2374-0119-1.1
February 2019 www.tha.asn.au
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