HOSPITALITY REVIEW TASMANIAN April/May 2024
Unlocking Lockdown Whisky A toast to Innovation and Resilience
Also Inside:
Easy Tiger
Tourism Awards
TasCaffe
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INSIDE THIS ISSUE
President Update 5 CEO Update 7 FEATURE: Unlocking Lockdown Whisky 8-12
Events Calendar 13 Minister Update 15 Opposition Leader 17
Workforce Development 18-19 FEATURE: Easy Tiger 20-23 Great Customer Experience 24-25 Corporate Update 26-28 Women in Leadership 31 & 36 ER Update 33 FEATURE: Tourism Awards 37-39 Tourism Tasmania 40-41 HOSPO Health 44-45 Business Events Tasmania 47 Clubs Tasmania 48-49 Liquor & Gaming 52 Hospitality Dr 53 Corporate Glossary 54-55
Easy Tiger
Cover Photo: 7K Distillery Sales and Events manager Alex Chaplin with Shipwright Arms owner Rob Jubb
Australian Tourism Awards
TASMANIAN HOSPITALITY REVIEW BY
For editorial enquires contact Adam Smith adam@tha.asn.au 0417327093
@tashospitality
@tas_hospitality
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PRESIDENT UPDATE
As we reflect on the recent Tasmanian election, the outcome has ushered in a new era for Tasmania, one marked by both opportunities and challenges, particularly for the Tasmanian Hospitality Association. The election result, which saw the return of the Liberal Party but in a minority government, signifies a critical moment in our state’s political history. With the Liberals at the helm, we are poised to navigate through a period of transition and transformation. It is imperative that we, as the voice of our island’s vibrant hospitality sector, adapt and engage with the evolving political landscape to ensure that our interests are effectively represented and safeguarded. As we contemplate the implications of this electoral outcome for the THA, it is essential to recognise the significance of our role in shaping the future of our hospitality industry. With a Liberal minority government in power, we have a unique opportunity to collaborate with policymakers and stakeholders to advance our collective agenda, fostering an environment that promotes growth, innovation, and sustainability. Moreover, the formation of a minority government underscores the importance of advocacy and strategic engagement on behalf of the THA. We must actively engage with elected representatives across party lines, advocating for policies that support the growth and prosperity of Tasmania’s hospitality industry while addressing the challenges that lie ahead.
The Liberals have been staunch supporters of our industry for over a decade and their pre-election commitments highlighted this. Premier Jeremy Rockliff pledged more than $10 million over the next three years towards the THA programs which support and enhance hospitality businesses, as well as a commitment to invest into addressing the skills and labour shortages we currently face. Additionally, and crucially, the Liberals also declared within the next three months they will introduce legislation to provide for presumptive sentencing for assault on frontline retail and hospitality workers. This measure will go a long way to protecting our frontline workers from the cowardly attacks and abuse which has become all too frequent. The THA remains steadfast in its commitment to serving as a unified voice for the industry, advocating for policies that promote a thriving and resilient hospitality sector. We will continue to work tirelessly to ensure that our concerns and priorities are heard and addressed by policymakers, regardless of political affiliation. As we embark on this new chapter, let us embrace the challenges and opportunities that lie ahead with optimism and determination. The THA stands ready to lead and advocate on behalf of all businesses, ensuring that the voice of Tasmania’s hospitality industry is heard loud and clear.
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CEO UPDATE
It gives me immense pleasure to report on our attendance at the inaugural Pacific Hospitality Forum (PHF). The inaugural PHF was created to provide hospitality associations, agencies and organisations from across the Pacific to meet and share their challenges and opportunities, and to develop valuable relationships and closer ties, as we all look to rebuild our industries it the wake of the Coronavirus pandemic. The PHF was borne out of the work the THA has been doing for many years to support Rotary in the development of a hospitality training school in a disadvantaged area on Fiji’s west coast. Graduates from this school are now being sought after by some of the resorts in the region, and has led to a close working relationship with the Fiji Hotel and Tourism Association (FHTA). The THA has also had a long standing and close working relationship with Hospitality New Zealand (HNZ) and the three organisations agreed that there was an important opportunity to establish a forum, where hospitality associations from across the Pacific can meet and collaborate. Partnering with the Pacific Tourism Organisation (SPTO), the four organisations agreed to host the inaugural PHF in Auckland New Zealand, and I take this opportunity to thank our New Zealand counterparts, in organising and managing a first-class inaugural event. The PHF was attended by more than 60 people from seven Pacific nations, as well as New Zealand, Australia, and a number of representatives from Tasmania. From the very first session it was clear that everyone was keen to roll up their sleeves up and engage on issues including how we can collaborate and support the growth of our industries across the Pacific, workforce development and training, sustainability, and a wide range of other challenges and opportunities. The very first session was a true eye opener, focusing on immigration. It was remarkable to learn of the difficulties and challenges the island nation hospitality industries face and the ways in which all can work together, to ensure that the immigration systems support the movement of people in our industry around
the Pacific, to the betterment of all our industries. There is some work to be done before we now move forward but there is a genuine interest from all who attended to meet again, with the next PHF now scheduled to be held in Fiji in 2025.
What were the benefits?
Tasmania now has a much more extensive network of relationships to call upon when considering opportunities, such as employing foreign visa workers from across the Pacific. We are also now able to support our Pacific neighbours in the development of their hospitality industries, as we have done with the hospitality training school on Fiji’s west coast. This is important. Long term effective relationships are as much about contributing as they are about the benefits that may be received. The PHF has also coincided with the THA’s engagement with the American Hotel and Lodging Association (AHLA), UK Hospitality, Canadian Hotels Association, and HOTREC, the umbrella hospitality organisation across Europe. It is a demonstration of how collegiate we all are, with the THA being invited to participate with these four organisations in their inaugural hospitality dialogue in Lisbon last year, as well as being invited to the World Hospitality Alliance in Manchester later this year. The THA is already seeing the benefits of these relationships, with UK Hospitality and HOTREC supporting the THA with its food waste initiatives, including a food waste study tour in the UK and Europe by a Tasmanian hospitality professional in May-July this year. These northern hemisphere and Pacific relationships will be of enormous benefit for Tasmania’s hospitality industry for many years to come, ensuring we are not only connected internationally, but also engaged with contemporary developments in the hospitality industry internationally. And pleasing to me, these are not just professional relationships, but personal relationships based on trust and a willingness to support one another with the development of our industries around the world.
7 Tasmanian Hospitality Review April/May Edition
Unlocking Lockdown Whisky INDUSTRY FEATURE
7K DISTILLERY FOUNDER TYLER CLARK AND ROB JUBB BACK IN 2020 WHEN THEY ANNOUNCED THE COLLABORATION. PIC: LUKE BOWDEN
In the wake of unprecedented challenges that befell the hospitality industry during the throes of the Covid pandemic, a unique collaboration between 7K Distillery and the Jubb Family has birthed a reminder of surviving hospitality’s darkest period. W hen the curtains fell on Tasmanian hospitality’s sector in March 2020, a serious dilemma emerged for many publicans: what to do with hundreds of litres of beer that faced the grim prospect of going down the drain. Not only was this shaping as a significant financial blow, but also a waste of perfect liquid gold. However, instead of succumbing to despair, Paul and Rob Jubb – fifth-generation hoteliers from Hobart’s famous hospitality family – saw an opportunity for transformation. Teaming up with 7K Distillery, they embarked on a journey to repurpose this amber ale surplus into something extraordinary. Driven by a determination to repurpose liquid waste and foster innovation, Lockdown Whisky was born. Now four years on the unique product is bottled and ready to be savoured by patrons. Standing as a testament to the resilience and creativity that define
Tasmania’s vibrant hospitality landscape, the whisky marks a celebration of innovation, sustainability, and community resilience while also serving as a reminder that even in the face of adversity, Tasmania’s hospitality industry continues to thrive, fuelled by a spirit of collaboration and a commitment to excellence. “It’s kind of a big thing for me because that’s when I really stopped my main career in hospitality and focused more on the distilling side with 7K Distillery,” says 7K’s Sales and Events Manager Alex Chaplin of the Covid shutdown. “So it was a bit transformative, I guess being able to collect all this beer which would go to waste and turning it into a product of our own is pretty cool.” The collaboration kicked off between 7K Distiller and founder Tyler Clark and Director of Customs House, Paul Jubb. Along with fellow venues Shipwrights Arms, Grape Bar and Brick Factory, there was more than 500 litres of keg beer which seemed destined for the drain until the idea of transforming it into whisky emerged.
“That conversation started when Tyler asked me
9 Tasmanian Hospitality Review April/May Edition
‘is it legally whiskey?’ Chaplin says. In Australia it is, compared to other countries with quite strict and very, I’d say traditional set of rules, such as Scotland or even America and France. They have very specific rules and specific ingredients that you can have for your whisky. In the case of Australia, we’re really the wild, wild west of distilling so there’s not as many rules apart from it’s got to be aged in a barrel for two years and off you go. “With single malt whisky, you’re only using essentially malted barley, water and yeast. There’s no hops, there’s no corn, there’s no wheat, there’s no rye, and the percentage that we get it to is a lot higher. So you’re thinking 7.5-8.5, almost nine per cent ABV and then we distil from that. Obviously, most of the beers you see at the pub are four to 4.5, maybe 5 per cent at most, and then you’ve got mid strengths as well which are a lot lower. So extracting the alcohol from those beers is a lot harder and takes a lot longer because there’s a lot more water. It’s a very different process.” Chaplin still laughs at that process, which involved around 150 kegs of pretty much every beer you see on tap at your favourite local. “It was pretty odd. You’ve got everything from CUB beers, Lion Nathan beers, Hobart Brewing Company, Hop Nation, I’m pretty sure there is a few others like
Shambles in there as well. It was an interesting batch, and of course having Great Northern in there I’m sure will displease a few Queenslanders! “Firstly we got the kegs, we pushed out all the beer using gas into giant 1000 litre IBCs [tanks] and from there we transferred those into the still. We did one distillation, which is called your low wine distillation, which is the first one, and the alcohol tends to be around 30-35 per cent. Then from there, we had to add a little bit of our own low wines which we use for our single malt whisky, purely so we could get enough liquid into the still to do another distillation, which is our second and final distillation, which is where you get your new mix. “This was a completely clear spirit, in this instance it had quite a few hoppy notes going through it and then from there, we chatted to the to the Jubbs about what kind of barrels they wanted. We got a lovely shiraz barrel, a lovely ex-bourbon barrel and we also used a couple of our second fill barrels. We filled up those barrels and we essentially let them sit there patiently until this point.” Repurposing ingredients is nothing new to 7K Distillery, who are among the industry leaders when it comes to innovation and sustainability. Examples include Pam’s
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BELOW: ALEX CHAPLIN AND ROB JUBB AT 7K DISTILLERY IN MOONAH. BELOW RIGHT: ROB JUBB WITH THE LOCKDOWN WHISKY AT SHIPWRIGHT ARMS
Gin Jam which uses the spent raspberries from its gin, while the company is regularly reusing and giving away botanicals. From the hoteliers’ side, Rob Jubb says seeing the finished product definitely provides a sense of coming the full circle from the pandemic and turning adversity into opportunity. “It almost seems like a lifetime ago, we were lucky in both Hobart and Tasmania the way we did come out of it and the way it was managed, especially compared to some other states,” he says. To have this unique whisky as a sort of a recognition of the tough times and the unknown certainly is nice.
“It was a bit transformative, I guess being able to collect all this beer which would go to waste and turning it into a product of our own is pretty cool.” - 7k Sales and Events Manager Alex Chaplin
“I remember we were pulling our hair out with the waste we were facing [in 2020], the guys were talking to the old man and collaborated and here we are. I’m not exactly sure what we’ve got in the bottle at the moment, they were throwing a couple of blends and barrels around. I’m no whisky aficionado, but I certainly enjoy a good drop and I know this is going to be right up there. We can’t wait to get it out there and test the market.”
“It’s kind of got this lovely Carmelo koala meets pineapple tropical hops with I’d say almost like the touch of gumdrops that you used to have as a kid. It’s probably quite unlike any other whisky people have tried. I’d recommend trying it by itself first, if it’s too strong for some people maybe a touch of ice. I can imagine it being quite nice in a highball, like the classic Japanese high ball styles because you’d let a lot of those flavours out with a touch of water.”
And what exactly can punters expect from Lockdown Whisky?
Chaplin has no doubt it will be unlike anything most people have experienced, boasting a flavour profile that reflects the unique characteristics of the repurposed beer. “The hops are almost like a botanical themselves, so you can imagine all of the different craft breweries that were in this mix, all those different hops coming through along with the Cascade hops. It’s got this really nice tropical note. A lot of pineapple, you’re kind of getting a little bit of kiwi coming through, going through the palate from start to finish is quite an interesting ride because you start off with this super sweet, almost like porty beer.
“We’ve faced a lot of unique challenges in recent times, so there’s a certain poetic feeling to creating a unique Tasmanian whisky that I hope will remind us of how we got through these times.” - Customs House Director Paul Jubb
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EDITORIAL
Premier and Minister for Tourism and Hospitality Jeremy Rockliff
As you may be aware, we’ve recently had a state election.
assault in their workplace. This legislation will send a strong message that assault of any frontline worker is not acceptable. We will also deliver a $500,000 Regional Hospitality Revival Fund, which will provide for grants of up to $2,500 to eligible businesses meeting the costs associated with live events, event staging, minor works, marketing and promotion, or other initiatives that contribute to the revival of their business and help bring visitors to their region.
The people of Tasmania have had their say and I am grateful to form a Government that is steadfast in its commitment to deliver every element of the Liberals’ 2030 Strong Plan for Tasmania’s Future. I am also excited to be continuing to serve as Minister for Tourism and Hospitality. And I am looking forward to working with you all - our State’s remarkable hospitality operators. The wonderful thing about an election is the campaign: it is an opportunity to travel the length and breadth of our great state to talk with many people. Many of the people I spoke to during the campaign were from the hospitality sector. Our industry is one of the key pillars of Tasmania’s economy, supporting thousands of jobs across the State. Men and women – and quite often families – who work day and night to build their future. The Tasmanian Liberal Government is the strongest supporter of the hospitality industry, which supports more than eight per cent of the State’s employment and is the lifeblood of our regions.
We will also:
• Continue to invest in the Women in Leadership, Mental Health, and Hospo Health initiatives. • Ensure Clubs Tasmania can continue to provide advice, information, and support to Tasmanian community clubs, sporting clubs, and RSL clubs; and • Invest $1.3 million to help address skills and labour shortages in the hospitality industry. Tasmania’s Hospitality sector plays a major role in welcoming visitors around the state, providing them with fantastic experiences and memories to take home. Our tourism and hospitality industry is world class – a reputation that has been built over time that would not be possible without the commitment our operators have to their craft, their customers, and their staff. And I am looking forward to working with all Tasmania’s hospitality operators and encourage you to contact me if I can assist you or your business.
Under our 2030 Strong Plan for Tasmania’s Future, we will deliver a suite of measures to support the sector.
One key measure is to introduce, within 100 days, legislation into the Parliament to provide for presumptive sentencing for assault on frontline retail and hospitality workers. No frontline worker – whether in public or private sector jobs – should face abuse or
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EDITORIAL
Labor Leader Dean Winter
Jobs the focus for the new Labor team
It’s important that we strike the right balance and, to do that, we need to work together.
Taking on the role of Labor Leader is a huge honour and I am excited about Tasmania’s future and the opportunities before us. The legacy of Labor Party luminaries like Jim Bacon and Eric Reece has been a big inspiration to me and, like them, I want to continue the Labor tradition of looking after Tasmanians and creating a strong economy. Under my leadership, the Labor Party stands first and foremost for growing our economy and I understand how important the tourism and hospitality sectors are to that. For businesses and workers in the tourism and hospitality industries, we want to continue building on the huge success they have become since Jim Bacon had the vision to see Tasmania’s potential as a tourist drawcard. Tourism has been a vital part of our economy for 20 years now and has taught us a lot about how industry can coexist with tourism and our clean, green reputation.
The tourism industry has worked with traditional industries to maximise their opportunities, and Tasmania has been the winner. And the Labor team and I believe that is the right approach for our beautiful state – working together to get the best results for everyone. I’ve already been to the West Coast, where I’m originally from – which is a great example of a tourism region that also has strong mining and aquaculture industries. As we move forward, I’ll be travelling all around Tasmania, meeting Tasmanians, listening to Tasmanians and working with Tasmanians to get the best results for everyone. And I look forward to meeting and hearing from the business owners and workers who have built our thriving tourism and hospitality industries, and working with them to keep them strong, healthy and successful.
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Workforce Development
THA Careers Expo: A launchpad for the future
for the Grain of the Silo’s restaurant. Like many of the other tables, I picked up one of their business cards, however this table was different. I stopped and talked to this lady about my current job, she told me that if I was searching for another opportu- nity, to email her through my resume,” Shona said. “Coincidentally in the following two weeks, my place of work at the time closed down, leaving me without a job. I saw this as a sign and emailed through my resume.” For Paul Seaman, the expo represented more than just a recruitment drive – it was a platform for fostering connections and nurturing tal- ent within Tasmania’s hospitality landscape. “As a representative of Pepper’s Silos, the expo provided a unique opportunity to engage with po- tential candidates like Shona,” explains Paul. “Her enthusiasm and eagerness to learn stood out during our interactions, and it was clear she pos- sessed the qualities we value in our team members.” Shona’s journey from attendee to employee ex- emplifies the expo’s capacity to be the conduit for meaningful career advancements. Today, Shona is
Last year, we held our Workforce Development Ca- reers expo at Pepper’s Silo Hotel, and the impact of this event continues to resonate within Tasmania’s hospi- tality industry. Shona Ower, a student attendee turned valued employee at Pepper’s Silos, shares her jour- ney while Paul Seaman, the General Manager, sheds light on the expo’s significance for businesses like his. Initially hesitant to attend while content in her one day a week role at a café, Shona’s decision to ex- plore was driven by curiosity and a desire for growth. “I attended the Tasmanian Hospitality Associa- tion’s career expo just over a year ago, at the Pep- pers Silo Hotel,” recalls Shona. “My experience at this expo shaped my future in hospitality greatly, with so many opportunities coming from this day.” The expo offered attendees a rich tapestry of activi- ties and networking opportunities. Shona, impressed by the variety of hands-on experiences, particular- ly enjoyed honing her coffee-making skills – a talent she would later leverage in her role at Pepper’s Silos.
“At the expo, I went up to the table advertising jobs
18 Tasmanian Hospitality Review April/May Edition
excelling as a Food and Beverage Attendant at Grain of the Silo’s, forging strong bonds with colleagues, and delighting guests with her warm hospitality. “My favourite thing about working at the Silo’s is the people,” Shona reflects. “The daily inter- actions with customers, the strong bonds I have created with my colleagues, and the way I can make someone’s dining experience feel special.” As the industry continues to evolve, events like the ca- reers expo are a great opportunity to connect people looking to join the industry, and for professionals look- ing to help get people started on their journey. Shona’s advice to fellow enthusiasts echoes this sentiment. “Trust me, it’s all worth it. Take that business card, email that company. Even if it doesn’t go to plan, you know there are always so many more opportunities out there, as I have found out. Hospitality has no boundaries, the more you learn, the more you want to know, the more opportunities open up. It is likely to be challenging, but these challenges help improve you, and build you up to go further in the incredible industry that is hospitality.”
Workforce Development Enquiries? Contact Jack Milbourne E: jack@tha.asn.au Ph: 0439 763 977
EASY TIGER INDUSTRY FEATURE
PICS: MOONCHEESE STUDIO
What initially kicked off with a boutique 48-seat cinema just under a year ago has now transformed into a full-scale hospitality and tourism showpiece for the picturesque East Coast town of St Helens, providing a hub of activity for the region. Co-owner Jason Unwin, part of a seven-strong ownership group of the business, chats with the THA’s Hospitality Review about the rise of Easy Tiger.
used to be a roller-skating rink and a cinema among other things that was previously known as the Forum Complex. After successfully negotiating the purchase of this property we finalised a design concept and set about prepping the building for development. The final concept included a high-class, brand-new boutique cinema with 48 seats, a long modern bar, beer garden and cafe with large opening sliders to bring the zones together as one. A brewery and two eateries were added to the design using outside expertise to make sure the kitchens would be capable of producing amazing food. We were lucky to bring a friend in on the project who is an experienced commercial brewer who recently moved to the area and was keen to get involved and run the brewery within the venture. The beauty of this concept is that the new complex “Easy Tiger” will leverage off each element to complement the rest of the offerings and provide a new hospitality business that opens seven days a week, 8am to late. This works as the building will fire up each day with a café focus and have movies starting from mid to late mornings and running to late at night, with all other facets kicking in during the day.
THE CONCEPT
The Easy Tiger project came about after a few of us visited a great business in Christchurch called “Little High Eatery” in 2019, which is a modern take on a food hall that has been designed to better replicate a street food scene with a great vibe. We knew that St Helens would hit its groove with the new Mountain Bike trails set to open and that this would create opportunities for new hospitality businesses in the area. Obviously Covid hit the world in early 2020 and everything was put on hold, but fast forward to late 2021 and we felt the time was right to revisit the concept in the St Helens area. We quickly identified a mostly vacant building in the heart of St Helens that
20 Tasmanian Hospitality Review April/May Edition
The complex is also focused on private hires and live events and has already hosted many such events with some bigger bands booked for later in the year such as the Wolfe Brothers in late June as part of the Festival of Voices.
and its ability to deliver larger projects. Following the opening of the Cinema, doors to the Bar, Café and Beer Garden were flung open just prior to Christmas last year on December 23. We are set to open the Brewery and two eateries in May, as well as finalise a new roof structure and live music stage in June and this will see the project complete and fully operational before the end of the current financial year.
THE JOURNEY
The journey so far has seen mostly a smooth run with great support from Local, State and Federal governments as we needed a range of building and operational approvals and permits to operate such a diverse business. The major challenges came in learning to operate in new industries – in particular in the Cinema world – where we had to do a deep dive into the world of licensing and dealing with the Hollywood distribution networks, building films and delivering a consistent experience for cinema patrons. Luckily for us we opened the Cinema first (June 2023) and without the distractions of the other elements. We decided to use local trades and reached out to our local networks for recommendations which resulted in taking on a highly capable group of local trades that went above and beyond to deliver the project on time and budget so far. It is a great testament that shows how capable the building industry is on the coast
ATTRACTING CUSTOMERS
We know that reputation is vital in building a good brand and getting repeat business, but it needs to be complimented with getting the messages out about what is on and what we are doing. This means that a good mix of social media and advertising is critical in being successful. We have also learnt that this needs to have the senses activated to attract and keep people engaged. This has seen us double down on live music with a common offering of around five live local acts each weekend as music attracts people from close by and those that follow us online. We have also implemented an amazing Open mic session each Sunday that has quickly brought a solid following and has caused us to coin a new phrase that “Live music lives here” and we are very proud of that. Food is just
21 Tasmanian Hospitality Review April/May Edition
THE OWNERS OF THE NEW EASY TIGER CINEMA IN ST HELENS. FRONT (L-R) JASON UNWIN, YVETTE RANCE, RAECHEL ROBERTS, MORGAN ROB- ERTS. BACK (L-R) EMMA HOPE, BRAD NOWLAND AND TIM BISHOP
as important, and we intend to build a reputation for always being open and always having food. This is why we are investing in high quality kitchens that will be capable of producing amazing food. Food attracts people and keeps them coming back and we have found that it can become a pretty quiet affair without food around the lunch and dinner service times. The building itself stands out as a modern appealing place for people to catch up, watch a movie and enjoy the spaces we have created. As winter approaches we will activate some more planting to increase the natural aspects as well as introduce a new element in fire to assist with another strong well recognised piece in the socialisation puzzle for the enjoyment of customers.
there are more bad employers than bad employees in the world and that is because of a lack of training and direction.
BELIEF
We have invested heavily in this town and this project to make sure we deliver a project that will stand the test of time and be a place for people to be proud of and enjoy visiting. We believe strongly in developing a great staff culture where employees enjoy their jobs and are passionate about being part of a team that keeps each other accountable in delivering above and beyond to our customers. While not aiming at a “Build it and they will come” principle, there is a bit of that in this build but with a heavy belief we are doing this project in the right place at the right time. To date the support has been overwhelming positive, we are beyond grateful for that and look forward to continuing to make both St Helens and the entire East Coast a must visit destination for everyone.
CUSTOMER SERVICE
We reached out early on the journey to the THA to assist us with getting on top of running a new hospitality venture and to ensure we deliver great customer service. We put all staff through the Great Customer Experience training with THA and emphasise the core elements of this training on an ongoing basis. We are passionate about delivering a business that provides customers with great experiences and building a brand that resonates with both locals and visitors alike. I guess we are overly focused on training as we believe
23 Tasmanian Hospitality Review April/May Edition
Great Customer Experience Program
The GCE Program recently had a productive road trip to the magnificent East Coast of Tasmania. East Coast venues experience a problem that is common to all regional areas in the state (and in the bigger cities and towns) – recruiting and retaining staff. There is a reliance on backpackers and workers from overseas to support local staff and this means training is constantly required. The East Coast has some amazing locations, venues and experiences. GCE Program facilitator Dave Noonan was lucky enough to visit four local businesses to present Venue Awareness sessions to assist staff in understanding what makes up the great Tasmanian and East Coast brand and working with them to consistently create engaging experiences for visitors to the area. “I felt privileged to be able to spend time with great people at Freycinet and Bicheno over a few days. They are already creating wonderful memories for visitors and the GCE sessions focus on brand, customer service and staff engagement with the business to achieve the best outcomes,” Dave says. Dave worked with teams at Freycinet Lodge, Beachfront Bicheno, Lobster Shack and Freycinet Marine Farm over three days and the response from staff and operators was extremely positive. Lobster
Shack owner Sara Hess said the session “Covered the exact key points we needed to refresh with staff.” Immediately after their GCE session Lobster Shack received a glowing review online highlighting topics presented in the sessions. After raving about the seafood, the guests said “The staff were also fantastic. Friendly and attentive, they made sure we had everything we needed and even offered recommendations for things to do in the area.” Freycinet Marine Farm is a remarkable Tasmanian ocean-to-plate experience with Australia-wide exposure and staff from all over the planet combining to give an effervescent experience.
Manager Hugh Whitehouse, who has a great personal history in hospitality and tourism in Tasmania, said:
“I spoke to the team today and they all enjoyed your presentation and stories of what makes a great business. I personally appreciated the conversation arounds costs and running a business and how we are all responsible for reducing waste and all try to be more efficient at work.” The GCE program continues to be a vital cog in the THA’s work to assist and develop industry, with ongoing funding commitments from the recently re- elected Liberal Government. This allows Dave and the
Great Customer Experience Program
entire team to keep visiting businesses all around the state to provide guidance and assistance to keep them profitable and sustainable. “It didn’t really feel like work at all during the sessions with a backdrop of the Tasman Sea, beaches, surf and East Coast bush,” Dave said of the East Coast venture.
“It really is a beautiful area to visit.”
Enquiries? Contact one of our GCE team below Dave Noonan (Program Facilitator) E: dave@tha.asn.au Ph: 0437099315 Jack Milbourne (Southern Regional Manager) E:jack@tha.asn.au Ph: 0439763977 Darren Martello (Northern Regional Manager) E: darren@tha.asn.au Ph: 0428020179 Gena Cantwell (North West Regional Manager) E: gena@tha.asn.au Ph: 0417125092
Corporate Partnerships Update
Our Membership and Corporate Events
Over the past few months, we’ve teamed up with some of our Corporate Partners to host a series of successful events. These included the Launceston Accommodation Lunch, Restaurant & Cafe Lunches held across the state and most recently our People, Pots and Profits series. These events have provided a valuable platform for our Corporate Partners to connect with the THA members. It has been a great chance to discuss the everyday challenges of running a hospitality business and showcase the benefits of THA membership. These events foster connections between our members and corporate partners. This ensures members are aware of the resources available to them, such as supplier partnerships, training opportunities, and best practices for maximising profits. It also highlights the importance of communication with suppliers, investing in staff development, and implementing efficient systems to minimise waste.
Welcoming new partnerships:
We can also confirm STR Benchmarking Data for Accommodation Operators are officially partners with the THA as part of a National Partnership with AHA and Accommodation Australia. STR Benchmarking delivers the property and portfolio-level insights needed to make smart, real-time decisions and optimize strategies across functions of sales and marketing, revenue and performance management, operations, finance and development. For more information, please visit www. str.com/benchmarking
We are thrilled to partner with NoVacancy in 2024! This is a prime opportunity for our Tasmanian Accommodation industry leaders to learn, network, and source solutions to recent and future challenges. At the THA we are dedicated to supporting the development of current and aspiring industry leaders and our collaboration with NoVacancy embodies our commitment to excellence and innovation
Corporate Partnerships Update
TASCAFFE on board SPIRIT OF TASMANIA
from what TasCaffe usually dealt with.
Unique Challenges of Shipboard Installations: Working on TT-Line property required everyone to complete safety inductions, wear PPE uniforms and be escorted around the boats. Additionally, paperwork needed to be completed before accessing the installation sites. Electrical plugs also needed modification as the boats are fitted with a combination of European electrical fittings and safety plugs. Since the TasCaffe team weren’t electricians, the ship’s electricians had to fit the corresponding electrical plugs to the sockets for each machine.
TasCaffe, a leading Tasmanian coffee roaster, began its journey on board the Spirit of Tasmania in January 2024. Rachael and Matthew, the passionate owners, exemplify dedication and commitment to their craft. Winning the Tender: The Spirit of Tasmania issued a tender to find a new coffee supplier last year. TasCaffe, eager for this opportunity, submitted its bid by August 2023. However, a hurdle emerged - The Spirit previously used instant coffee machines for the crew, which TasCaffe couldn’t supply and it was part of the requirements to win the contract. Determined to win the tender, TasCaffe proposed bean-to-cup automatic machines that grind beans and brew cappuccinos at the touch of a button. The Spirit of Tasmania team agreed to consider them.
Due to safety regulations, TasCaffe could only work on the machines when the ferries were docked after all the freight and passengers had been offloaded, leaving a small window of opportunity to get all the machines installed on each boat. As it was peak tourist season this had to fit in with double crossings and was scheduled days apart. A Local First for TT-Line: TasCaffe’s success marked a first for TT-Line in its 24-year history, a local coffee roaster supplying their coffee Boosting Tasmanian Tourism: TasCaffe has strategically placed its brand at key tourist spots throughout Tasmania, including Hobart Airport and now the Spirit of Tasmania. This exposure has resulted in travellers seeking out their Derwent Park shop after enjoying TasCaffe coffee on their journeys. A Proud Tasmanian Brand: These experiences and contracts not only provide marketing exposure for TasCaffe, but also keep them updated on industry trends. They are a prominent player in the Tasmanian coffee scene, a source of pride for the state. Congratulations to Matt and Rachael for their hard work and dedication to promoting Tasmanian coffee! We wish them continued success!
The Machine Hunt: TasCaffe didn’t own or have the model of bean- to-cup machine proposed in their tender, so upon receiving a call for a meeting by the TT Line, the scramble was on to get both the Bean-to-cup and the espresso machine freighted overnight from Melbourne from different suppliers to showcase them to the potential client within three days. Adding to the pressure, the transport company lost the all important bean-to-cup machine. “No one in Australia knew where it was,” Rachael said. Despite the challenges, with an hour to spare, the machine was delivered and TasCaffe staff presented the machines to the TT-Line team, who also toured their facilities in Hobart. “The bean to cup machines were a success,” said Rachael, who also reported that “one machine brewed 2000 cups for the crew alone in the first three weeks.” The Saga Continues: Three weeks before Christmas (December 2023), TasCaffe received the news they’d won the tender! The setup had to be completed in January 2024. With the Christmas break approaching, Rachael faced another challenge: securing all the necessary equipment from Melbourne suppliers before they closed for the holidays. “It was the most stressful time,” she said. In early January, a new obstacle arose – the electricity requirements on the boats were different
27 Tasmanian Hospitality Review April/May Edition
Corporate Partnerships Update
Celebrating Tasmanian brews!
Boags St George 3.5
We were lucky to attend the James Boag Brewery launch party for their new St George 3.5 mid-strength beer in April. It was a great chance to network with industry colleagues and celebrate this exciting new brew from Lion. John Burchill, Lion’s Tasmanian State Sales Manager, highlighted the beer’s significance: “The St George 3.5 reflects our commitment to evolving consumer preferences. Every drop is brewed right here in Launceston!” This refreshing Tasmanian lager promises to be a hit, cheers to Lion, John Burchill, and the team for their continued success!
Cascade Celebrating 200 Years with 200 Beers
To mark the historic occasion, Cascade will shout one free beer for the first 200 people at different pubs on the first Friday of the month for the rest of 2024. Participating pubs will be given a Cascade bell to ring at 4 pm to tell patrons they can get a free schooner of Cascade Draught, Cascade Lager, or Cascade Pale Ale. Carlton & United Breweries’ Tasmanian Sales Manager Matthew McGowan said: “Cascade is not only Australia’s oldest brewery but also one of Australia’s oldest businesses. Cascade beer has stood the test of time and holds a revered place in the hearts and minds of Tasmanians. We thank Tasmanian beer lovers for their loyalty.” Cascade Brewery is also releasing commemorative Cascade Draught 375mL cans emblazoned with the words “Standing proud for 200 years” which is now available in a 30 pack. The 200-year celebrations will keep flowing throughout 2024, with more details to be announced soon. The participating venues will be announced on Cascade’s website and social media in the days leading up to each event. On some occasions, there may be multiple events on the same day. Upcoming Free Beer Fridays: • Friday May 3: Post Street Social • Friday June 7: Beltana Hotel • Friday July 5: Richmond Arms Hotel • Friday August 2: Foreshore Tavern (Beachfront Bicheno) Conditions for this promotion apply, for more information visit www.cascadebreweryco.com.au or contact your CUB account manager.
ABOVE: THE ST GEORGE 3.5 MID STRENGTH LAUNCH AT BOAGS BREWERY IN LAUNCESTON. BELOW: JACK RIEWOLDT HELPS LAUNCH CASCADE’S 200TH BIRTHDAY CELEBRATIONS AT CUSTOMS
Partnership Enquiries? Contact Valeria Giraldo E: val@tha.asn.au Ph: 0405 202 918
28 Tasmanian Hospitality Review April/May Edition
Tahnee Dalton -South M- 0427 603 125 E- tahnee.Dalton@diageo.com
Kate Oliver – North M – 0411 438 350 E – kate.oliver@diageo.com
AJG.com/au/hospitality
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Sharing Stories & Creating Connections Women in Leadership:
It was an evening of connecting and conversation at our most recent Women in Leadership networking event, which was held at Freycinet Lodge in mid- March. Hosted by THA’s Women in Leadership Program Manager Sherri Ring, the event attracted hospitality and tourism operators from Coles Bay and the surrounding region. Guest speaker Talsa Yates, who is Catering Manager with Wineglass Bay Cruises, shared her career story and spoke about the journey that let her to Tasmania and the beautiful Freycinet Peninsula.
Talsa is one of the inaugural scholarship recipients of the Women in Leadership Program. She is currently undertaking a Diploma of Leadership and Management, which is delivered online with monthly catch-up meetings with the trainer. Talsa is one of a group of five enrolled in the Diploma through the Women in Leadership Program, all of whom expect to complete the course in October 2024. The next Women in Leadership event will be held in Launceston, with the date and details to be released shortly.
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