• What has frustrated you on your journey? Obviously in my 20 years of owning Harbour Lights, I’ve seen a lot of things and come across many situations that have slowed down my progress. I’ve had ideas quashed and initiatives laughed at but each time, I have pushed through and come out with something successful or learnt a valuable lesson that I have taken on board for future projects. I prefer to be positive minded and I love my systems and structure. I always find it better to look for solutions to problems and keep innovating stay fresh and current. • Is there anything about the industry you would like to change or see improved Often, I believe the hospitality industry is growing so quickly and I’m starting to think that especially in Tasmania there are far too many new venues opening including bars, cafes, restaurants, food trucks etc for the current population. I understand how it creates job opportunities and competition but as quickly as a new venue opens, another seems to close so is it really creating opportunities or just leading to constantly displaced staff? I think there needs to be more consideration or a process for people that want to open a new establishment so they understand that there is more involved than just opening the doors to public. My Dad would always talk about this and he would say that the Government should offer a grant and a process to follow for business entrepreneurs interested in opening a new venue. By offering incentives for new business entrepreneurs for purchasing an existing business for sale rather than opening a new one in the area, particularly where areas might already be flooded with many eateries or venues, there may be less businesses closing and more likelihood of success stories. I also believe that the industry can improve on the skills levels of staff. It is something I think can be explored at school level. If the skills are taught early on it will improve service as a whole. Also customer service basics such as focus, eye contact and communication could be improved. If someone is in the retail industry. the transition to hospitality is harder these days because there is less customer interaction in retail than there used to be. These staff then move into hospitality and often struggle with the constant interaction and need to be available and aware of customer’s needs the whole time. More on-the-job training and decision making during service would benefit everyone. Even just an understanding that each service can be different in hospitality and you often need to be able to think on your
feet. More skilled staff would only benefit the industry as a whole. • What other passions does Robbie Marino have apart from your iconic venue? As I’ve mentioned, my family is the most important thing to me. My parents instilled in me a real sense of responsibility and respect. I used to listen to my Dad tell stories of how he left Italy as a motivated 18 year old with nothing more than a few dollars to his name but with big dreams to make a better life for his family and my mother. I understand the sacrifices he made for us growing up and the decisions he made and I feel proud that I can know share these with my own children and instill the same sense of pride and belonging with them. • What plans do you have future and where do you hope to be in 2027? In the future I would love to share my experience and consult and mentor small business owners in the hospitality industry. There are a few projects that I believe Tasmania can benefit from and I’d like to be able explore these options. In 2027, I’ll be 58 – maybe I’ll be answering questions on how I survived another 10 years in the industry! • Do you have a humorous story which came from Harbour Lights you would to share? Well, where do I start. There always seems to be something funny to laugh about at the Café. I may be notorious for pranking staff and taking the mickey out of customers for a laugh but one particular experience always brings a smile to my face. As anyone in hospitality knows, the minute you close the kitchen, someone will walk through the door wanting a meal. One day when this happened, I overheard my staff member tell this new group of customers that our kitchen had just closed so we couldn’t help them and I glanced up to see who they were speaking to. Well, in the blink of an eye I had stumbled over to the customers and told them (to the surprise of my staff member) to take a seat as I would happily open the kitchen for their group. All my staff looked at me in shock trying to understand my motivations and when I told the kitchen staff to expect another docket, one of my chefs who quickly glanced through the pass, made the comment that I had only opened the kitchen because the customer was a pretty woman. I was quick to point out though, that not only was she gorgeous, but she was Jennifer Hawkins and she had just walked in with her film crew of six…who wouldn’t open for them?!
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Hospitality Review
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