The offical Journal of the Tasmanian Hospitality Association
IRON JACK is a mid-strength, contemporary Australian lager brewed with our hot, rugged climate in mind. Give it a whiff and you’ll pick up a hint of hop aroma – give it a gulp and you’ll see the bitterness has been kept low so you get maximum refreshment, to crush your thirst.
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February edition 2018
February 2018 www.australianhotels.asn.au
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Corporate Partners
• Jura Australia • Premium Beverages • Tasmanian Hotel & Catering Supplies • OnRoad OffRoad • RAMS • Tourism Brochure Exchange • Thirsty Camel • Wise Employment • Vanquad Vending • Moo Music • Steps • Silver Chef •WT House Betta Home Living • JobNet • Grinders • Lion Dairy & Drinks • Parr’s Heat Pump Centre • Hoshizaki Lancer • Collins SBA • Knight Frank • PPCA • Workskills • Samuel Smith & Son • Red Bull • Tas Water • Oakley Textiles • CRE Brokers • APM
• Commonwealth Bank • National Australia Bank • Westpac Bank • Entertainment Publications • Europcar • The Smiths Snackfood Co • ERM • First Aid Training Tasmania • ANZ • Bendigo Bank • Energy ROI • Qantas
February 2018 www.australianhotels.asn.au
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Regulars:
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REGULARS
2 3 5 7 8 - 9 10 - 11
Key Events Presidents Report CEO Report Membership Report “ Tim & Laurinda” Employment Relations Report Industry Skills & Workforce Development Report Opposition Report [THAT] Foundation Report Tasmania Police Report Max Hitchins John Fitzgerald 18
13 15 21 23 25
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February 2018 www.australianhotels.asn.au
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Key Events in Tasmania
April 2018 to June 2018
6 April
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4
6
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Supercars Tyre Power Symmons Plains 6-8 April
*
Kind Island Long Table Festival Currie 6-8 April
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Cradle Mountain Film Festival 6-8 April
Taste of the North West
Sheffield
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20
14
12 *
* 13
21
Targa Tasmania
North Melbourne V Carlton
16-21 April
Blundstone Arena
25
27
28
Anzac Day
Hawthorn V St Kilda
UTAS Stadium
10
6
3 May
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Agfest
Bay of Fires Nature Immersion 10-14 May
Carrick
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2 June
North Melbourne V GWS
Hawthorn V Port Adelaide
Blundstone
UTAS Stadium
3
25
Dec 9 *
Hawthorn V Gold Coast UTAS Stadium 23
Tasmanian Running Festival
....The Place to be
Launceston
Photos appear courtesy of Tourism Tasmania
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
PAUL JUBB - State President
Presidents update
Although this is our first THA Magazine for 2018, the year has started off in a rush and the state election is less than 3 weeks away. On Saturday the 3rd March, Tasmania will once again ‘go to the polls’. Every state election is important for our state and this one is certainly no different. As I write this article, we are awaiting a ‘Hospitality Policy’ from all parties. The THA produced a detailed document that all members were provided with which focused on areas of concern and need for all members. The policy itself was a detailed 22 page document that if supported, will help every area of our industry to grow and prosper. Steve has held extensive meetings and conversations with all political parties that want to work with our industry and we are hopeful of strong support from those who engaged with us. As always, as we receive policies from the parties we will advise members straight away and provide you with all the details. What we propose to do is compare the policies we receive from the parties with the policy requests we gave them on behalf of our members and show you how they compare.
Having been in many of the meetings with political parties, we advised them that our role once we receive the policies is to share them with our members and let our members decide on who has provided the strongest support to our industry. So can I encourage all members over the next few weeks to monitor your e-mails and read any of the information that the THA sends out. As it is with every election, as an industry we must take note of those that support you and your business and staff and make sure your friends, family and customers know who to vote for. Come the 4th March, we must have a government that strongly supports you and your business and one that understands the importance of the Hospitality industry to our state and economy. Make sure your vote counts!!!
Let Gallagher help with some of the heavy lifting for your 2018 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
Connect and join the conversation
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February 2018 www.australianhotels.asn.au
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Fresh Look TAKE A at
Hospitality Review pfdseafood.com.au 131 733
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enquiries@tha.asn.au 03 6220 7300
STEVE OLD - CEO
Tasmania is always looking for new and exciting adventures for both tourists and locals and we need to support and promote people and groups who look to create exciting new experiences, especially in regional areas of our state. With record numbers of visitors to Tasmania, we must continually strive to market our regions so that we see dispersal into all areas. A great way to market our regions is to promote some of the new and exciting visitor and local experiences’. A great example of what I am talking about is the new ‘Freycinet Paintball’. Freycinet Paintball opened its gates to the public on the 18th of December 2017. Property owners Vaughan and Beck Alexander along with business partner Pete Moult began planning the project in July 2016. Located at 961 Coles Bay Road on the beautiful Freycinet Peninsula, this exciting new development caters for groups ranging from 8 to 30 people with plans to accommodate larger groups in the very near future! Welcoming Birthday parties, Bucks/Hens parties, staff/team bonding groups, college groups, corporate/business bonding and sporting clubs! The Freycinet Peninsula is fast becoming well known as an outdoor adventurer’s playground. Freycinet Paintball aims to add a slant of adrenalin fuelled action to the array of activities already on offer such as boat cruises, guided kayak tours, quad bike tours, scenic flights, jet boat and aqua taxi. Freycinet Paintball is the 5th field to open in Tassie since becoming legal in November 2015. Paintball is a fun activity available to anyone aged from 16 years and above. Various game scenarios can be played in a natural, authentic bush setting. The fields feature trenches, bunkers, barricades and even an army truck to add authenticity to the combat warfare setting. Players are equipped with full camouflage suits to ensure maximum protection in the field. Freycinet Paintball is a licenced venue and has free BBQ facilities on site. They can be found on Facebook, Instagram, and snapchat or contact on their website www.freycinetpaintball.com for more details or to make a booking. “Have you got the balls?”
February 2018 www.australianhotels.asn.au
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THA
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
ANTHONY & GREG - Membership & Corporate
The hospitality industry has been and continues to be a vibrant and exciting place to be. Tim & Laurinda have met the most amazing people in their careers; customers, staff and have developed great friendships with industry people. They look forward to meeting many more! Tim & Laurinda Bark Mill Tavern Tell us a little about yourselves, any hobbies, family, or pets? Married for 39 years, 2 daughters, 3 grandchildren. Golf for Tim and gardening for me. Where did your working career start? Tim was a motor mechanic and I worked in pharmacy How and when did you both discover your love for hospitality? It just happened. Started off as employment but developed into a career. The whole industry has grown into a professional career and we grew with it. How did you two meet? We met at school How many years have you been in the Industry? 35 years! What makes you get up and go to work each morning? If you enjoy your work, it is like not working every day. Each day brings new challenges and people. What are your best achievements in the industry? Adapting to changes in the industry, growing the business and the achievements of staff that have been employed with us. What do you see as your most outstanding achievments? Our two daughters Stacey and Miffy and their children, remaining happily married. What are your dislikes of the industry? The Kknockers of the industry What did it mean to win the Hospitality Minister’s Award for Contribution to the Industry? Great honour. There are not many husband and wife teams in the industry now. When we first started nearly all the hotels were independently owned and operated predominantly by husband and wife. We are dying breed. What is your most memorable moment at the Bark Mill Tavern? Too many! Witnessing how the tourism sector of the business has grown over the last eight years. The generosity of the Swansea community and how they all participate in fund raisers for locals. What is next for Tim & Laurinda? Enjoy each day, appreciate what a beautiful town we live in and be grateful of our health.
February 2018 www.australianhotels.asn.au
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MERV SALTMARSH - ER & Business Improvement Manager
Employment Relations Tasmanian Road Show February 20th to 22nd Ulverstone-Launceston -Hobart
THA has scheduled member communication forums in the three regions initially to provide an update on a range of areas but primarily focusing on the most recent changes made by the Fair Work Commission as also detailed in this notification below. We welcome all members to come along and take the opportunity to hear the updates, share with other businesses and ask questions that we hope to help assist with for your business. When and Where?
North West Coast Tuesday 20th February 2018 - River Arms Hotel (Ulverstone) Time Commencing 9am -11 am
Launceston – North Wednesday 21st February 2018 – Grand Chancellor (Launceston) Time Commencing 9am -11 am Hobart - South Thursday 22nd February 2018 – Black Buffalo Hotel (North Hobart) Time Commencing 9am -11 am
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
Guide to Overtime for Part time and Casual Employment Arrangements
This information is provided as a guide only. Members should contact THA to discuss their specific circumstances where required. Further to the Fair Work Commission (FWC) as part of the 4 Year Modern Award Review process set out how the existing casual and part time employment arrangements in the hospitality industry would be varied and earlier bulletins on such, this updated bulletin provides further examples of how overtime may or may not apply. These variations become operational from the first full pay period on or after 1 January 2018. The changes include the introduction of overtime for casual employees when they work a certain number of hours and also the introduction of some more flexible hours of work arrangements for part-time employees. WHO DO THE CHANGES AFFECT? The changes are different for each award, so they vary depending on the respective awards covering your business. The decision introduces overtime rates for casual employees in many of these awards and changes how part-time hours can be worked in others. WHEN WILL THE VARIATION TAKE EFFECT? From the first full pay period commencing on or after 1 January 2018. For example, if you operate a weekly pay period which commences on a Monday, the variation will commence 1 January 2018. SUMMARY OF THE RESPECTIVE AWARD CHANGES? Hospitality Award Part-time employees • Part-time employees are engaged for a minimum of 8 hours and less/fewer than 38 ordinary hours per week over a roster cycle. • Employers and employees must agree on the minimum number of hours to be worked each week and the times the employee is available to work. • Part-time employees can be rostered for additional hours during their availability period without getting payment for overtime. • A part-time employee who regularly works additional hours for 12 months may ask to increase their guaranteed hours. Employers may only refuse on reasonable business grounds. Casual employees Now have an entitlement to overtime pay. When working: • More than 38 hours per week, or an average of 38 hours per week over a roster cycle (which may not exceed 4 weeks). • More than 12 hours per day. Registered Clubs Award Part-time employees • Part-time employees are engaged for a minimum of 8 hours and less/fewer than 38 ordinary hours per week over a roster cycle.
• Employers and employees must agree on the minimum number of hours to be worked each week, and the times the employee is available to work. • Part-time employees can be rostered for additional hours during their availability period without getting payment for overtime. • A part-time employee who regularly works additional hours for 12 months may ask to increase their guaranteed hours. Employers may only refuse on reasonable business grounds. Casual employees Casual employees now have an entitlement to overtime pay as per below When working: • More than 38 hours per week, or an average of 38 hours per week over a roster cycle (which may not exceed 4 weeks). • More than 12 hours per day. • Part-time employees are engaged for a minimum of 8 hours and less/fewer than 38 ordinary hours per week over a roster cycle. • Employers and employees must agree on the minimum number of hours to be worked each week, and the times the employee is available to work. • Part-time employees can be rostered for additional hours during their availability period without getting payment for overtime. • A part-time employee who regularly works additional hours for 12 months may ask to increase their guaranteed hours. Employers may only refuse on reasonable business grounds. Casual employees Casual employees now have an entitlement to overtime pay. When working: • More than 38 hours per week, or an average of 38 hours per week over a roster cycle (which may not exceed 4 weeks). • More than 12 hours per day or shift. Retail Award Casual employees now have an entitlement to overtime pay. When working: • More than 38 hours per week, or an average of 38 hours per week over a roster cycle outside of the span of ordinary hours. • More than 11 hours on one day of the week, and more than 9 hours on any other day of the week. This guide has been developed to help members understand what the changes are for casual and part-time employees under relevant awards and the below examples of how to practically implement and adhere to these changes. Restaurant Award Part-time employees
February 2018 www.australianhotels.asn.au
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The THA Workforce Plan 18 months in! und • THA Workforce Plan – A plan with a 5 year outlook that recognised continual review and change as one of its key conditions. • The industry is ever growing – Skilled employees are scarce, management layers are thin, training is not done regionally. • Projects and actions contained in this document are reflected and in accordance with actions contained in the THA Strategic Plan – Twenty20 and beyond. STEPHEN LONG - Industry Skills and Workforce Development Manger
WFD Plan, Projects and Outcomes The THA WFD plan had major focus on:
Project
Outcome
Engagement in schools and promotion of School based Apprenticeships
• A better product – get them at the right time – fast tracked apprenticeship
Formation of a young and successful Ambassador fleet
• Engage the right students in schools by providing ambassadors they can identify with generationally and aspire to copy • A fleet of industry representatives who can influence across many environments • Skills development and employee engagement across the industry – everything at the venue –regionally based
Continuation THA Great Customer Experience Program
Review of Apprenticeship and Traineeship system
• Fix the systemic issues – hard targeted analysis – don’t just throw money at it
Addressing knowledge gaps in industry owners, operators and managers
• More capable management layer in the industry – growing skills and capability • Ambassador development as new wave of managers moving forward
Engagement with JobActive providers Not for Profits and Disability providers
• More available employment sources – find the right ones
Results so far: Engagement in schools and promotion of School Based Apprenticeships (ASBA’s) • ASBA number increasing •
Attended 121 school based events including 319 schools, 7,800 students and 220 teaching staff
•
Travelled over 500 hours to attend 275 hours of events
Formation of a young and successful Ambassador fleet • 25 Ambassadors who attended 60 events Continuation THA Great Customer Experience Program • 645 venues in the system •
124 who have attained Great Customer Experience seal of approval status 80 venues who are being presented Great Customer Experience seal of approval status
• • •
705 venues undertaken social media analysis 265 venues completed diagnostic survey
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
Review of Apprenticeship and Traineeship system • Utilised University Students and data from Skills Tasmanian to undertake a review of why students don’t complete • Seeking a deep independent review of all the aspects of apprenticeships and traineeships to identify systemic problems Addressing knowledge gaps in industry owners, operators and managers • Identifying through the Great Customer Experience Program and Employee Relations data from THA the size and scope of training and information requirements • Seeking to create a sizeable training and information program to be rolled out statewide Engagement with JobActive providers Not for Profits and Disability providers • Ran a Hospitality Awareness Program that encompassed 75 Job Agencies in Jobactive, Disability, Migrant and Not for Profit agencies • 250 attendees • Training now developed and being rolled out • The final review and future plans now being developed All aspects of the plan are now being reviewed and other options are being investigated. Future focus on continuation of what works in the above projects and on new issues like: • Industry Workforce Co-operative type models • Information Technology: Operational Systemic • Resource saving options • Migration options We ask the question about our supply issues instead of focusing wholly on getting more suitable people (supply) maybe we should be looking at reducing demand. Stay Tuned!!
February 2018 www.australianhotels.asn.au
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RAMS top tips to manage your home renovation
Renovating your house can be a great way to create your dream home, but there are a number of things to consider before you get started. Tony Leggett, Principal of RAMS Home Loan Centre New Town, suggests five simple steps to help ensure the process runs smoothly and you get the outcome you want. “Renovating can be an exciting time for people, although it can also be stressful if you don’t have the right plan in place. It’s important to be clear about what you want to achieve out of the renovations and what your needs are. “When I talk to my customers I recommend considering these five straightforward steps to help get started,” said Tony. 1. Set a budget: This is a crucial step and requires you to do your research and determine what type of renovations you want to carry out. Remember big structural changes will cost you more. 2. Speak to your lender: After you’ve set your budget, seek advice from your lender to ensure the budget is appropriate for you and to get their advice on how best to finance. 3. Select an architect: A good design is crucial so while not essential for all renovations, you may want to consider hiring an architect. You’ll need to research a range of different architects and select the one that best suits your taste and budget. You then need to work together to create both a functional brief and an aesthetic brief. 4. Select a builder: A great builder makes all the difference. Do your research and speak to people for recommendations. After you’ve selected, check they are licensed with the relevant building authorities and ask for a list of recent projects that you can view. You need to work in partnership with both your builder and your architect to get the best out of your renovations. 5.
Start designing: Once you have the first four steps completed you can start designing in partnership with your architect and builder. Think about what style you are after, what features you like and whether you want a theme through the house. Have fun here, it’s an exciting time. “Good planning takes time, so don’t rush this process. Do your research and make the right decisions first time around, it will save you time in the long run and ensure you really do get your dream home,” said Tony. For more information, advice or assistance, contact RAMS on 13 RAMS - that’s 13 7267 or visit us in person at RAMS Home Loans Centre at 106 New Town Road, New Town TAS 7008.
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
SCOTT BACON - Opposition Spokesmans for Tourism and Hospitality and Memory Expert
Opposition report
It wouldn’t make sense to write this regular article about something other than Labor’s policy to phase poker machines out of pubs and clubs by 2023. I understand that some of you do not support the position that Labor has taken on this issue. But that does not mean we do not want to continue to work with THA on many other areas of policy now and into the future. The decision to phase out poker machines from towns and suburbs by 2023 was made after thorough consultation, including with many THA members. Labor MPs unanimously decided that the evidence of the social harm caused by gambling on poker machines in pubs and clubs was too compelling to ignore. Labor is under no illusion that our policy will cure all problem gambling in Tasmania. But evidence shows that the vast majority of problem gambling occurs through poker machines. We were faced with a decision to entrench the status quo, or to work with venues to transition to new business models. Labor is the only party that is committed to assisting venues through the transition. We’ve put a $55 million support package on the table.
That’s $55 million of new investment into the hospitality industry to help businesses create new sources of revenue. It could go to extensions, refurbishments, energy efficiency initiatives or ideas from outside the square. No one is disputing that poker machines are an important source of revenue for the businesses who have them but we want to help pubs and clubs find new, reliable sources of revenue. Activities that send customers home happy every time they visit your pub. By working with businesses and directly with workers, Labor is confident that job losses can be avoided. Importantly all employees will be provided retraining and professional development in recognition of the fact that people’s roles and responsibilities may change as businesses transition to new models. Beyond 2023, when the money previously spent on poker machines is directed to other parts of the economy, we strongly believe the effect on employment will be positive. No matter what your opinion on the issues are, Labor together with the THA are ready to work with you.
EVERYONE GETS EXCITED WHEN LIVE MUSIC PLAYS IN YOUR HOTEL.
Secure an APRA AMCOS licence and comply with the Copyright Act. Join with us in supporting the next generation of music creators.
February 2018 www.australianhotels.asn.au licence@apra.com.au | 1300 852 388 | apraamcos.com.au
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HAVE YOU SEEN OUR NEW WEBSITE? THE THA HAVE BEEN HARD AT WORK CREATING A NEW SHINY WEBSITE!
CHECK OUT ALL THE LATEST THA MEMBER INFORMATION AT WWW. AUSTRALIANHOTELS.ASN.AU
February 2018 www.australianhotels.asn.au
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CHRIS SYMONS- Chair [THAT] Foundation
THAT FOUNDATION FEBRUARY 2018
From the President As we start another year we are excited about the positive difference the hospitality sector can make for children and their families. THAT now has donation and request forms developed so if you know a child who requires assistance or a business who would like to support the foundation these forms are available from the THA office enquiries@tha.asn.au or on our Facebook page www.facebook.com/thatfoundation THAT Northern Golf Day This year we will be adding a Northern Golf Day to our events calendar. The current proposed date is Friday 23rd March and the event will be held at Mowbray Golf Club. Please give some thought to how you might be able to support the day and start putting together a team for the day. We are putting a special call out to all the northern businesses to get behind this event to ensure it is as successful as our previous southern golf days.
Donations During November and December we made a further $3,500 worth of donations which included; - Car harness - Sensory items - Equipment for a ‘Talk and Play’ program - Electronic equipment - Thigh brace If you know of any children requiring assistance and/or would like to make a positive difference in a child’s life through joining the board, support with donations and/or would like to support our events please do not hesitate to contact me (0408 075 734 or csymons@goodstart.org.au ) or contact the THA directly enquiries@tha.asn.au.
February 2018 www.australianhotels.asn.au
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The Paradox of Neglect MARTIN GRUNSTEIN - Most in demand speaker on customer service
Example number one. I have driven the same brand of car for 25 years. In that time I have bought seven or eight vehicles for me and my family. The cars were good, the servicing was very expensive but efficient and I was treated well as a customer. Then the following happened. My son, who drives an old car of mine, complained that there was a strange sound when he was driving and the oil warning light wouldn’t go off, even after he topped up with oil, so I told him to take it to the dealer and they would advise us what to do. He was told by the service manager that the engine was “stuffed” and it would cost over $20K to replace it and the car wasn’t worth that much so we should sell it and buy another one. I decided to get a second opinion from a mechanic friend of a relative. He said the engine is fine. The oil had become sludgy and if it was cleaned out and replaced as it should have been at its most recent service, the car had many years left in it. He did exactly that for us. Cost involved – almost negligible. That mechanic now services all of our cars and I have no intention of going back to my previous dealer for service or the purchase of another vehicle. Example number two. I had my financial planner for over 20 years. His fees were high but he told me that my plan was working perfectly (even though I had nothing to compare it to). He and his staff were always friendly and we were happy clients. Then the following happened. He suggested I should organise estate planning and recommended a firm to do that for me. We met with the people he recommended and they sent us a proposed fee that was astronomical. I got a second
opinion and was quoted a fee that was way less than half of the original quote. It made me think about my relationship with my financial planner. Why would he recommend someone who would massively overcharge me for what was a commodity item? So, on the recommendation of my accountant, I got a second opinion on my financial plan. I was told that the fees I was being charged were ridiculous for basically managing a superannuation fund and that I was massively overinsured and, by amazing coincidence, those insurance policies were delivering enormous commissions to the planner. I changed financial planners. Here’s the point. Even though I had probably been ripped off for years by the car dealer and the financial planner, I probably would never have known until they tried to rip me off even further and it made me reconsider my whole relationship with them. This kind of thing is happening every day in Australian business. You go to your existing phone company or energy provider and say you have been offered a quote of 30% less by a competitor – and they match price immediately. What about the twenty years before I complained when I was paying way over the odds for my power or phone bill? My wife was actually told by our car insurance provider “you should have rung up when you got your bill every year and we would have always matched any competitive quote”. What the hell is going on here? Not only is the existing customer not being rewarded for their loyalty, they are actually being told to their face that they are suckers for being loyal and non-complaining!!!!!
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enquiries@tha.asn.au 03 6220 7300
Hospitality Review
I have been told stories like the above in customer service workshops I have been running for years and, in almost 100% of cases, when the customer finds out that they have been ripped off in the past, rather than accepting the price match from their existing provider, they take their business to the competitor even if it inconveniences them to do it. Why? Because the ego drive is stronger than the money drive! When I am humiliated by a car dealer or a financial planner or a phone company or an energy provider, no discount is enough to make me loyal again AND I WANT REVENGE. For some people taking their business elsewhere is not enough revenge, these people will tell their friends (and sometimes anyone who will listen) how they have been treated and go on social media to tell (usually embellished) stories of how badly they were treated. And in some cases the revenge does more damage to the original business than the money they made by ripping off the customer. I had a lady in a workshop tell me very passionately (and she said she had told the story HUNDREDS of times before) how she changed the venue for her $80,000 wedding reception when one of her friends told her they had a function there and were overcharged $500. Why does this go on happening? All companies try to maximise their revenue but not all companies consider the repercussions of the ways they get more sales. By offering better deals to new customers than to existing customers and rewarding disloyalty rather than loyalty, companies must surely know that, eventually, they will have more and more disloyal customers who will leave them when a competitor offers a better deal. And by gouging their existing customers they know they will do their brand great damage IF THEIR CUSTOMERS FIND OUT. Consider an alternative universe and one I am trying to create with my teachings.
My financial planner says to me. “You have been a client for many years now and we appreciate that. We think you should have your estate planning organised. We’d like you to meet with our preferred legal people and we’ll pick up the tab for the creation of your wills.” My car dealer says to my son “This may or may not be a serious problem but your dad has bought lots of cars from us so we’ll get you back on the road at our own expense and we don’t care how much it will cost us to do that.” Here’s what would happen. I’d still be with my original financial planner paying his ridiculous fees and being overinsured and telling people what a great bloke he was for organising my wills free of charge. Depending on how long I live he could have made another couple of hundred thousand dollars from me. I’d still be buying and servicing my cars at my dealer and depending on how long I live he could have made another couple of hundred thousand dollars from me. I think most companies believe that the extra revenue they make from discriminating against their loyal non-complaining customers is greater than the cost of rewarding them for their loyalty. And by rewarding them for their loyalty, I don’t mean offering their existing customers promotional prices on a permanent basis, I mean just doing nice things for them once in a while and seeing them as a source of future revenue for a long time rather than a cash cow they can exploit today. I beg to differ. Martin Grunstein’s outstanding results with over 500 Australasian companies across over 100 industries has made him this country’s most in-demand speaker on customer service. He is contactable on 0414933249 or through his website www.martingrunstein.com.au
February 2018 www.australianhotels.asn.au
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Profiles
Guiding course helps create new business
From one of Australia’s largest hotels to Launceston’s Cataract Gorge, Tanya Hussey’s “office” has changed significantly in the past few years. Tanya worked in hotel management for more than 20 years in Launceston and Brisbane and as director of sales at the largest Ibis in Australia in Adelaide. Two years ago she decided to give it all up and work towards setting up her own business offering guided walks in the Cataract Gorge. “The job back in Adelaide was very demanding and it was the typical story. I started to reassess what I was trying to achieve in the industry. Ultimately I found that the choices in my employment weren’t aligning with my philosophy in life which is as much as possible to tread lightly and to contribute back to the community.” “When I returned to Launceston I had the opportunity to go back into tourism roles but I decided there were more important things than money.” Having read the Launceston City Council’s, Cataract Gorge Reserve White Paper and the Re-Imagining the Cataract Gorge plan, and with a strong knowledge of industry trends and target markets, Tanya realised there was an opportunity for soft tourism growth in the Cataract Gorge. She decided to take the plunge and undertake a Certificate III in Guiding at TasTAFE Drysdale in Launceston. Tanya had previously completed a Diploma of Tourism through Drysdale and was impressed with the flexible nature of the course and support of the teachers.
Juggling the Certificate III in Guiding with casual jobs and business planning, Tanya last month launched her new business – Walk Cataract Gorge. She says it would not have been possible to launch the business without the knowledge she gained in the Guiding course “Undertaking the Certificate III in Guiding has been essential to the business. Although I have worked in the tourism industry for a long time and am comfortable with things like public speaking, I had no idea whatsoever about what it is to build a professionally delivered piece of commentary as a tour guide. “It doesn’t matter if you’re a subject matter expert, delivering a tour in a professional manner is a whole different ball game. When it comes to a tour there’s a lot you have to think about including picking a theme, building a content commentary around matching the theme and the actual delivery.” Like most TasTAFE courses, the guiding course had a practical focus and Tanya was able to prepare, write and deliver the tour to her fellow students as part of her course assessment. She says this was also a great way for her to gain feedback. Walk Cataract Gorge was launched just a few weeks ago and Tanya has already begun taking tours. While at the moment it’s a one woman business, Tanya hopes to expand it in future years and employ tour guides. She says having done the Guiding course herself will help her know what she is looking for. “If I’m going to run a business I need to employ people to the highest professional standard and I also need to know the skill level required. I feel like I have that knowledge because I have completed the course.” For more information about Walk Cataract Gorge visit: https://www. walkcataractgorge.com.au/ For more information about TasTAFE Drysdale’s Guiding courses visit: www.tastafe.tas.edu.au or phone: 1300 655 307.
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Hospitality Review
TasTAFE Drysdale helping Victoria achieve her career goals
There’s no doubt that Victoria Kubiak has a passion for hospitality. Having already spent 14 years working in the industry, the Acting Duty Manager at Latrobe’s Mackey’s Royal Hotel, still loves it and wants to learn more. “I’ve been in the industry for quite a while now and I’ve built up my portfolio across areas like tourism and retail as well as hospitality. My largest goal is to learn every single aspect of the industry.” To assist with this, Victoria is studying Hospitality at TasTAFE Drysdale in Devonport. After completing a Certificate III in Hospitality she is now studying for a Certificate IV and then plans to undertake a Diploma of Hospitality Management. She says that although she has worked in the industry for a long time, studying has helped expand her knowledge. “The Drysdale course has helped a lot with the management side of the business including finance, rostering and stock control - it’s helped to build up my knowledge in those areas. “After my Certificate IV and Diploma I’d like to look at going into kitchens. I don’t want to be a chef but I think it’s really important for a manager to know every aspect of a business.” As Acting Duty Manager, Victoria covers the role of the full-time Duty Manager two to three days a week. The diverse role involves everything from delegating duties to other staff to running the business and problem-solving. “I really enjoy it. I enjoy working with food and beverages, customer service and meeting a wide range of people. In this job you get to meet so many different and diverse people and that’s one of the biggest bonuses for me.” To find out more about TasTAFE Drysdale’s Hospitality courses visit: www.tastafe.tas. edu.au or phone: 1300 655 307.
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February 2018 www.australianhotels.asn.au
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Hospitality Review tashotel.com.au
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INSPECTOR ADRIAN SHADBOLT- Tasmanian Police - Western District Support Services
This quarter I have asked an operational constable who has extensive experience in liquor licensing investigations to give his perspective of the current issues within the industry. I thought that this may be of more interest that simply an overview at a managerial level. Included in this article are some of the frequently heard excuses or explanations for common licensing offences. Tasmanian Police Update
One of the excuses that is often heard from licensees is, ‘If I didn’t sell alcohol to a person displaying any signs of intoxication, then I would never make any money’. This is often heard after police have spoken with said intoxicated patron, having staggered from a venue and is no longer able to stand properly or speak coherently. The parameters of “intoxicated” can be, to a limited degree, subjective. However, I think that many people may agree that the cases in which police are speaking to licensees are not the instances in which a patron has had only one drink too many. Whilst the financial benefits obtained from serving that one patron with a couple of extra beers may be attractive, I think the penalties incurred when police become involved may, in fact negate any advantage gained at the time. This, in turn, Leads into the explanations given by bar staff when confronted over these types of situations. Bar staff often state that due to their limited interactions with patrons, they find it hard to assess a patron’s level of intoxication. It is clearly the case that staff need to take time to observe the signs that a patron may be approaching a point where service needs be stopped. Time and time again police hear the old excuses of: ‘The bar was full and I was serving so many people!’; ‘I couldn’t smell liquor on their breath as the whole bar smells like alcohol’; ‘I couldn’t hear their slurred speech because of the noise of the nightclub’; ‘I didn’t see him swaying as he was leaning on the bar’. Whilst I will concede that it is hard to make these observations in prove that a patron appeared to be drunk to the seller. In order to successfully prosecute sellers and licensees, we need only prove that the patron was drunk.
In other news, I can report that a Hobart crowd controller had a charge of assaulting a patron proven before a Hobart magistrate. The crowd controller had kicked a patron’s legs out from under him and then lay on him for some time, until he was unconscious. Eventually an ambulance was called and attended the scene. The crowd controller told attending police that another patron had assaulted the victim, but recorded in the crowd control register that the patron had ‘…come at me so I put him down.’ Video of the incident from a surrounding venue showed the neither of these versions were in any way accurate. What was interesting in this case was that the victim did not want police intervention and had returned to South Africa soon thereafter. Because of the crowd controller occupying a position of trust and authority it was deemed appropriate to prosecute without his evidence. While his security licence was reinstated, after suspension, he can no longer perform the function of a crowd controller. Several other Hobart based crowd controllers are still to have their assault allegations determined in court. The message here is quite simple. Where Police receive complaints of excessive force by crowd controller, or we become aware of crowd controllers who routinely use excessive force, we will investigate the matters thoroughly. I trust that you all had an excellent festive season, and I wish you all the best for 2018.
February 2018 www.australianhotels.asn.au
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If musIc plays a part In your busIness, make It your busIness to get the rIght lIcence. Just like great service and great food, having the right music playing in the background of your favourite eatery can add another level of enjoyment to your dining experience. PPCA provides licences to restaurants and cafes around the country on behalf of record labels and Australian recording artists, which allows you to play almost any song you could wish for by all of the very best Australian and international artists. The value of your PPCA blanket licence is that it gives you complete control over the music that is played in your venue. Our blanket licence gives you the choice to play the majority of commercially released music in Australia, from the latest chart-topping hits to specific genres. In this way you can create the desired atmosphere and give your customers the best possible experience. The right choice of music is often just as important as great food or quality service when customers make a decision about what restaurant to visit or return to. You have the ability to use music to help influence customer behavior, whether it be staying longer and spending more or turning tables quicker. At PPCA, we are proud of our role in the music industry. As a not-for-profit organisation, the fees collected for use of music are distributed back to the artists and labels that created it. For more information on PPCA licences for restaurants and cafes, visit ppca.com.au or phone our licensing team on (02) 8569 1111.
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level 4, 11 BUCKINGHAM st, sURRY HIlls Nsw 2010 po Box q20, qUeeN vICtoRIA BUIldING Nsw 1230 t. 02 8569 1111 f. 02 8569 1183 licensing.mail@ppca.com.au www.ppca.com.au
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Hospitality Review
MAX HITHCINS- Hospitality and Memory Expert
So we approached the Speaker and put a proposal to him to have six two hour monthly sessions with him to learn about the Internet. I figured it would take us about six months to learn all there was to know about the Internet. How wrong was I! In January 2018 I began my 23rd year of having two hour monthly sessions with this same Futurist learning about the Internet. His name is Craig Rispin. And he now has clients all around the world who hang on his every word he utters about the changes ahead in every industry and every business. In 1995 he said to me “Max, the Internet will change everything it touches and it will touch almost everything!” How right was he! Every opportunity I get I ask Craig “What’s the next BIG THING?” At the 2010 CeBit Show at Darling Harbour - Sydney, Craig told me about a then new product called ShoeboxBooks. It was specifically designed to help small business. Find out more by checking out the interview. Simply search Youtube for: Craig Rispin talks to Max Hitchins about the Internet in 1995. In 2011, I shot another video with Craig at Sydney CeBit. You will be amazed to hear what he then told me was about to become the next BIG THING. I invite you to search Youtube for: Live with Craig Rispin and Max Hitchins - and see how right he was! At the most recent recent session with Craig, in January, he told of a car I have never heard of…it is called a Byton. It is made in China. Do you remember when we thought all things made in Japan, China and most Asian countries were cheap junk? Not so now. The Byton should be released in Australia some time in 2019. Already, I think it will be my next car. To check it out search Youtube for: Byton Concept EV first ride. At the beginning of 2017 I recall Craig telling that the use of robots in the Hospitality Industry was about to increase dramatically. Hilton Hotels started to experiment with Robots in 2016. To check it out search Youtube for: Meet Connie, Hilton Hotels’ First Robot Concierge. And while on the topic of Robots in the Hospitality Industry you might want to check out this 2017 video shot of a Drone delivering food to the a table in a London Restaurant. Simply search Youtube for: Flying fish: Sushi delivered by drone. Here are two more videos of coffee and food being delivered by a Drone. Search YouTube for: Fully Autonomous Flying Robots for Restaurants. And if you are thinking Robots will never be used in Bars…you’re wrong! I took my family on a Christmas Cruise on the Ovations Of The Seas. One of the most popular bars on the ship was the Robot Bar. You simply placed your order on the nearby IPad and watch the R__obots prepare your drink. Check it out by searching YouTube for: Ovation of the Seas - Robot Bar. “Tomorrow belongs to the person who prepares for it TODAY!” By line: Max’s ebooks in the How To Develop a Memory Like An Elephant series include Remembering Names, Remembering Speeches and Remembering To Do Lists. You can check these out at www.HospitalityDoctor.com.au The FUTURE is here In 1995, at a Business Breakfast, I listened to a guy (who was promoted as a Futurist) talk about a thing called ‘the Internet’. After breakfast I said to three of my mates “I think this thing called the Internet could turn out to be a pretty big thing. I think we should learn as much as we can about it.”
February 2018 www.australianhotels.asn.au
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