The Official Journal of the Tasmanian Hospitality Association June 2018
DrinkWise | TasTAFE - Student Profile | Premiers Report | Oppositions Report
June 2018 www.tha.asn.au
• Premium Beverages • Tasmanian Hotel & Catering Supplies • RAMS • Tourism Brochure Exchange • Wise Employment • Vanquad Vending • Moo Music • Steps • Silver Chef • 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 • Energy ROI • Qantas
June 2018 www.tha.asn.au
28 - 29
REGULARS 2 3 4 - 5 7 8 - 9 11
Key Events President’s Report CEO Report
Membership & Corporate Report Employment Relations Report Workforce Development Report Premier’s Report Opposition Report [THAT] Report
16 - 17 18 - 19 21 22 - 23 24 - 25 26 - 27
Martin Grunstein Tasmanian Police Max Hitchins Stuart Nettlefold - Business Events Tasmanian John Fitzgerald
June 2018 www.tha.asn.au
June 2018 To August 2018
Key Events in Tasmania
Bay of Fires Winter Arts Festival
* Finishes 11 June
* Finishes 24 June
Hawthorn VS Gold Coast
Festival of Voices
* Finishes 1 July
* Finishes 15 July
The Great Chef Series - Mark Bester
Hawthorn Vs Brisbane Lions
Willie Smiths Huon Valley Mid-Winter Festival
Tassie Scallop Fiesta
* Finishes 29 July
10 The Great Chef Series - Phil Wood
Tasmanian Whisky Week
Chocolate Winter Festival
* Finishes 19 August
....The Place to be
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PAUL JUBB State President
How well do you know what the Tasmanian Hospitality Association (THA) does for its members? Do you know who the THA Board members are representing your business interests? Do you know how powerful a lobby group the THA is for its members?
These are often questions I ask myself and wonder, does industry know the answers to the above questions. The THA is the only association in the country that is dedicated to the entire hospitality industry and represents its members at all levels of government to achieve outcomes for the industry. Over the next 6 months, I know that one of the tasks that the THA office is working on is educating members and the industry on exactly ‘what the THA can do for you and your business’. Make sure you take the time to understand all the benefits that a THA membership can bring you. Also, many members may not know that the THA is governed by a board of dedicated industry operators that give their own time to benefit the industry. Board members come from all parts of the state and represent all areas of membership of the THA – Pubs/Tavern, Accommodation, along with Restaurants and cafes. In the near future, we will have our THA Rules amended so that we can have representation at a board level by Clubs also. (We currently service Clubs Tasmania under an ‘MOU’) THA Board members are there to represent the interests of members in their chosen region and division as well as providing expert advice and assistance to the THA staff on issues of concern for the industry. I feel it is extremely important as we move forward that members know and understand who the board members are and how they can contact them.
The THA has proven over many years that we are one of the most powerful lobby groups in the state for the benefit of our members. The THA is able to take on any issue of concern or problem you have in your business and seek an outcome that we hope, meets your needs. We represent the industry on many committees and forums as well as having an MOU with the state government that allows the THA to be front and centre on any issue or discussion that affects you and your business. The THA is also affiliated with the Australian Hotels Association (AHA) nationally giving us a significant voice in Canberra also for the benefit of members and industry. Membership of the THA should be a MUST for any hospitality business. If it wasn’t for the lobbying and media pressure of the THA, many issues and ideas would never be solved or even discussed at a political level so rest assured, your membership money is always working for you! Please encourage anyone in the industry that is not a member to contact the office and discuss how membership of the THA can help their business. As a united association, we can make a difference.
In the Pub/Tavern Division we have : Paul Jubb Philip Fuglsang Colin McGillivray
In the Accommodation Division we have: John Dabner Shelley Richards In the Restaurant/Café Division we have: Angelo Fraraccio Dominic Baker
Naomi Walsh Margaret Burt Martin Kelly Julian Jacobs
June 2018 www.tha.asn.au
STEVE OLD CEO
On the 1st May we held our 6th annual THA President’s Cup golf tournament at Lost Farm, (Barnbougle) Bridport. With a number of interstate challengers missing from this year’s event due to overseas travel commitments, we had a solid field of 23 teams to take on the challenges of Lost Farm in the quest to get their name on the coveted President’s Cup. At 11am sharp on what turned out to be a beautiful autumn day with little wind, 92 players hit-off on designated holes around the course in the quest to win the trophy and more importantly, bragging rights for the next 12 months. With a motorised cart full of sponsor products, our THA Ambassador David Foster OAM along with his Lost Farm ‘driver’ headed off around the course to keep all the players fully hydrated during a long afternoon on course. As well as David, it was great to have another of Tasmania’s great sportsmen join us on the day, that being cricketer James Faulkner.
With some teams feeling the pressure of the day (or simply spending far too much time with David Foster and the sponsor’s cart), there were a wide range of scores between the teams. At the completion of the round, players enjoyed a few drinks at the Lost Farm bar before heading up to the ‘official dinner’ in the Lost Farm restaurant. As always, the food offering from the staff at Lost Farm was sensational. We once again thank our beverage partners along with one of THA’s major partners, Tassal, who provided a range of amazing options for dinner. For the second year running, the THA President’s team once again took out the title for the winning team. Congratulations to Paul Jubb, Phil Fuglsang, Rob Jubb and Andrew Phillips.
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A big ‘THANK YOU’ to the following people and companies for their assistance also: - • Lost Farm staff •
A big thanks to the following teams who entered and made the day and night such an enjoyable occasion:- UBET Hostplus TWE Beverages Asahi Premium Westpac ALM AJG (North & South) LION (TAS & VIC) Tourism Tasmania AHA NSW x 2 CCA Alchemy Divergence PW 1 CUB Wrest Point Network Gaming Silver Chef LION Dairy The one thing for sure was everyone who attended the day and night had an enjoyable time and will be back in 2019 to enjoy one of our best days on the social calendar.
Our naming rights partner for the event – Treasury Wine Estates (TWE) Thanks to our beverage partners CUB, LION, CCA, TWE, Asahi and LION Dairy
• • • • • • •
David Foster OAM – THA Ambassador
Our interstate friends who made the trip down from Victoria and NSW.
The 2019 event is locked in for Barnbougle Dunes on Tuesday 7th May.
June 2018 www.tha.asn.au
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Membership & Corporate Report
GREG ASTELL Deputy CEO
It doesn’t seem that long ago we were celebrating our 2017 annual gala night. Nominations for this year’s THA & TasTAFE Awards for Excellence closed on 27th April whilst judging commenced on 14th May and continues through until 6th July. This year we have 35 categories, which includes 17 General, 6 Accommodation and 12 Restaurant/Cafe. We have also have a new category “Best Bistro Dining” which will replace the former “Best Family Dining”. We are excited to announce Lark Music as our entertainment for the night, alongside bright young musician Olivia Wilson preforming in the foyer. Please save the date 20th August 2018, for our Annual Awards Gala dinner which is held at Wrest Point. Tickets go on sale soon! We have continued with our bi-monthly meetings with Liquor and Gaming chaired by Acting Director Melissa Ford along with Jane Scott and Mark Brazendale. At these meetings we discuss a range of topics including annual licence fee payments, license holders changing addresses, Commissioner’s noise guidelines, maintaining RSA and RCG records along with other relevant topics. We will keep you informed if any changes are forthcoming. As you would be aware the Tasmanian Liquor and Gaming Commission’s Responsible Gambling Mandatory Code of Practice amendments became effective on May 1st 2018. Advice on the code and rules has been sent to all venue licence holders and information is available at www.treasury.tas.gov.au With the recent bad winter weather it is timely for our members to check their properties and to be mindful things such as gutters, down pipes, car park run offs and all water exit systems are in good condition to prevent damage to members’ properties. Also check that heating systems are in good working order, filters cleaned to improve efficiencies and heater flues and chimneys cleaned and in good order. Check out our THA Corporate partners and how they can assit you www.tha.asn.au/industry-partners/ If you require any addition information please contact Greg on 6220 7300 or Greg@tha.asn.au
The Henry Jones Art Hotel - Hotel or Accommodation Venue of the Year - Metro
Saffire - 2017 Best Deluxe Hotel Accommodation
Landscape Restaurant & Grill at The Henry Jones Art Hotel - 2017 Restaurant of the Year
June 2018 www.tha.asn.au
Employment Relations Business Improvement Report
MERV SALTMARSH ER & Business Improvement Manager
MEMORANDUM OF UNDERSTANDING WITH THE FAIR WORK OMBUDSMAN AND AUSTRALIAN HOTELS ASSOCIATION
National Wage - Award wages up by 3.5% from July 1 2018 Please be advised The Fair Work Commission granted award- reliant workers a 3.5% increase, lifting the national minimum wage by $24.30 a week or 64 cents an hour in this year’s annual wage review ruling. The new weekly minimum wage will be $719.20 – or $18.93 an hour – from July 1 2018. THA will also have all updated easy reference wage sheets and awards distributed to members as soon as possible and links for members on our Website- Employment Relations Portal. Also, in this edition • Why THA? • Memorandum of Understanding Fair Work Ombudsman (MOU) • Fair Work Workplace Basics Campaign Why THA? One of the most sought-after services the THA offers is our expert advice and experience we provide free support to all of our members online, over the phone and in person. We have three main goals: to be timely, proactive and value- adding to you and your business. These three tenants complement our solutions focused approach to provide an excellent experience to all of our members, and with our advice you can always best prepared to resolve a concern before it gets to Fair Work. We pride ourselves on providing and maintaining timely and proactive rather than reactive solutions focused services and the “point of difference” as distinct from other similar organisations and a benefit for all members. THA continue to promote the services available to current members, is inclusive and vigilant in marketing to potential members as proactive rather than reactive in mitigating potential risks and exposures. Value adding is reducing potential legal costs associated with alternate legal advice and support. Industrial regulation in Australia has become increasingly complex with the interaction between modern awards, enterprise agreements, contracts of employment and other elements of the Fair Work Act including the National Employment Standards. Further to this as detailed below we cover two key initiatives that we stand alone in providing all members that is clear evidence of our ability to ensure we support and assist members mitigate risk with regards to employment legislation compliance 1. Memorandum of Understanding -Fair Work Ombudsman 2. The Fair Work Ombudsman’s Workplace Basics Campaign
1.1. The Parties to the Memorandum of Understanding (MoU) are; 1.1.1. The Office of the Fair Work Ombudsman (FWO) which promotes harmonious, productive and cooperative workplaces and compliance with Commonwealth workplace laws 1.1.2. The Australian Hotels Association (AHA) and by association (THA) which provides advice, assistance and representation to members in the hospitality sector, reflecting its membership in hotels, resorts, casinos, taverns, wine saloons, licenced retailers, and other hospitality businesses (the hospitality sector) The relationship between AHA and by association the THA and the Fair Work Ombudsman will be based on the principle of no surprises, constructive engagement, working collaboratively to create and maintain fair and productive workplaces and ensuring a level playing field for all businesses in the hospitality sector. The purpose of the MoU is to provide a framework for both parties to enhance existing relationships and work together to improve compliance and Commonwealth workplace laws through the provision of accessible, reliable and credible information to workplace participants 1.2. 2. Purpose; 2.1.
Each Party will nominate senior representatives (state) to meet at least twice per annum.
Collaboration will occur primarily through exchanges between AHA and by association THA and FWO representatives
The Fair Work Ombudsman’s Workplace Basics Campaign The Fair Work Ombudsman (FWO) has recently advised us that it is about to commence the first phase of the Workplace Basics Campaign, a national campaign focussing on small business employers and their compliance. It has to be said that where our members are concerned,
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THA Role The THA will continue to consult with the Fair Work Ombudsman on your behalf to check members are receiving the information required to ensure compliance with workplace laws. The THA also recommend that it is prudent to conduct regular audits to ensure compliance in order to avoid potential liabilities of both Companies and Company officers. The THA also have an example HR Tool Kit Audit that can be made available in addition to the Fair Work Check List referred below. The THA in liaison with Fair Work will provide reference and assist in discussing THA and FWO tools as well as all Employment Relations Services by accessing the member’s website: portal tha.asn.au Access the FWO’s full suite of templates and guides and including; • Hours of work, rostering • Rates of pay • Important recent changes to award entitlements - overtime for casuals • Leave • Records and payslips • Managing performance, termination procedures • Visit www.fairwork.gov.au for all the tools and resources you need to keep up with your obligations • Use the FWO’s Guide to self-auditing your business For further information, feel free to contact the THA by phone on 6220 7300 or send an email to Merv Saltmarsh ER/BI Manager at firstname.lastname@example.org.
we have a record of high compliance via proactive information audit advice and support and services provided. We have noted however, that some non-members have been determined as non compliant in some cases. In this first phase Fair Work Inspectors will be contacting employers and will be seeking a sample of employment records for audit. The FWO has advised us that through this campaign it is seeking to address its concerns that some employers regarding basic workplace obligations. These include: • Base hourly rates • Penalty rates • Overtime • Record-keeping requirements • Pay slip requirements The FWO have indicated they will be using these audits as an opportunity to engage with employers and THA where appropriate to ensure they fully understand, and comply with, these legislative requirements. If need be FWO will be returning to reassess the records of noncompliant businesses in a second and subsequent campaign phase. What to expect • If the FWO selects you for an audit, you will be contacted by phone and asked about your business and employees • You will need to provide samples of time and wages records for your staff and a corresponding payslip for the same recent pay period. If you have junior staff, apprentices, trainees, or workers on a visa, you will need to include records for these employees in the sample you provide. If they assess your business as non-compliant with the relevant award, agreement or Fair Work Act, they will take the time to explain these obligations in detail before requiring you to rectify any issues. • •
June 2018 www.tha.asn.au
EOFY SALE - 2018 - CATALOGUE
32 PAGES OF GREAT SPECIALS AND EXCITING NEW PRODUCTS
Turn up the heat and increase your customer satisfaction with our $5,000 Flame Effect fire grant.
Enhance the interior style and atmosphere of your premises with the instant warmth and visual appeal of a mesmerising flame effect fire. To apply for up to $5,000 towards purchase and installation of a flame effect fire for your premises tell us why your business would
benefit from a flame effect fire and how you will help us expose more Tasmanians to a natural gas flame effect fire. For more information on the grant and to apply, please contact Ross Graham on 0448 008 062 or email@example.com
• Offer only available for 10 commercial customers on the natural gas pipeline. • Flame effect fires are the preferred appliance but other heating appliances will be considered upon application. • The grant is for a maximum of $5,000. Amount and approval will be under the discretion of TasGas
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58028_tasgas_THA ad.indd 1
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Workforce Development Report
STEPHEN LONG Industry Skills and Workforce Development Manager
Work Experience.... Are you doing it right ?it right?
What does this actually mean? 1. The student understands what is expected of them 2. The venue understands its role 3. The experience needs to include busy times – You can’t learn about pressure unless you experience it 4. No sweeping, washing or peeling up front 5. The student needs to shadow someone and learn what happens, and how, and about pressure 6. When the student is ready start include them in transactions on their own and gradually include them into busier times – they have to learn about pressure but in a reasonable way 7. Encourage them, let them understand everyone makes mistakes – it’s about how you recover 8. Finish with a review – talk to them about what they experienced and where they need to focus Engage with TasTAFE and schools if they approach you about work experience, make sure you understand what they want to achieve and that you clearly indicate what you have to offer. This person you give an opportunity to could also be a great long term employee for your venue - value and encourage that opportunity.
At the time of reading this article many, but not all venues, will be in the off-season resting and planning for the season ahead. Some venues will have closed, new ones will have opened and some will just have changed hands and maybe names. An indicator of venue numbers is the number of licensed premises and this continues to grow. From 2015 to 2018 there are 300 venues who no longer have licenses but 464 new ones – a gain of 164 venues, about 11%. The obvious issue becomes staff numbers for the continuing and new venues – how do you source them, or do you just work harder? Given that most of the recruitment done these days is through word of mouth or networks, and that many industries are seeking the same employees it is difficult to get new, suitable staff when you want them. We need to start trusting the VET and TAFE sectors to provide a viable product to work in our venues. Drysdale are now moving in the right direction. They are now run by a Sub Committee of the TasTAFE Board that has business people included – 2 from Hospitality, 2 from Tourism, so Industry now gets a major say in the way they work. The new Drysdale Manager is helping staff understand the new environment and things are starting to change. We are starting to engage better with VET about industry needs. How does this help venues? – A start would be to make sure that where possible, work experience is done in your venue and that it is worthwhile for the venue and the work experience student.
June 2018 www.tha.asn.au
S Y ULTIMATE
013959 95GX72 5” HAMBURGER BUN 9772 SPEEDIBAKE HAMBURGER BUN 099167 1.5K(8) TASTY CHEESE SLICES MAINLAND CHEESE SLICES 247633 85GX20(3) AUSSIE CLASSIC BEEF BURGER CULINARY SELECT BEEF BURGER 030051 2.5K(2) RINDLESS MIDDLE BACON KR CASTLEMAINE BACON 041603 A10(3) SLICED BEETROOT EDGELL BEETROOT
June 2018 www.tha.asn.au CALL 131 733
Will Hodgman Premier of Tasmania Premiers Report
THE hospitality sector unquestionably has a lead role in our plan to drive Tasmania forward. The innovative and passionate approach of our hospitality industry has helped Tasmania to become a must-visit destination. Tasmanians are a proud bunch, with good reason, and it gives me great pleasure to again be able to represent Tasmania on the national and international stage as Premier, and to be a strong advocate for our outstanding hospitality sector. My government recognises that you and the industry you work in are the backbone of the visitor economy and a significant contributor to the current strength and buoyancy of our State’s economy. The industry has gone from strength to strength in recent years and we know this is the result of your efforts and the work of the Tasmanian Hospitality Association, acting with the support and confidence of the Government. In recognition of these efforts, we have committed $6.8 million to the hospitality industry for initiatives and projects designed to deliver tangible benefits for your businesses. We recognise that you and your staff are at the coalface, working every day to deliver the sorts of exceptional experiences that visitors to Tasmania come looking for. That’s why we will spend $1.7 million each year for the next four years to provide you with the resources to ensure your business can perform at its best. This includes an investment totalling $2.8 million to expand the acclaimed Great Customer Experience program. Since its introduction in 2014 the Great Customer Experience has been a sweeping force for change across the sector and already more than 600 hospitality businesses have been involved with this incentive. This additional investment in the Great Customer Experience will allow an extra 2000 businesses to take part in the free program, which offers skills development and industrial relations support. We’re also making your workplaces and patrons safer by introducing legislation to crack-down on coward punch attacks and investing $200,000 in a campaign to send the strongest possible message that this act of violent cowardice is not tolerated in your establishments or in anywhere in our State. In addition to this, we’re recognising the value that clubs, sporting clubs and RSLs make to their local communities and the hospitality sector. In many cases, these organisations are run through the goodwill of volunteers, with limited access to resources and expertise. We want to do more to help them to deliver for their members and their communities, which is why we’re spending $800,000 over four years to provide a dedicated resource and support to improve administrative processes, social media activity and skills development among staff.
Hospitality is Tasmania’s third largest employing industry and we want to work with the sector to ensure your workforce is representative of our best and brightest. To do this, we’ve committed $3 million over four years to the THA’s Strategic Plan and Workforce Development, and we’re establishing a dedicated Hospitality Unit within the Department of Premier and Cabinet to spearhead industry and government collaboration. We’re also making Drysdale a Centre for Excellence for tourism and hospitality training, off the back of our $3.2 million investment. This will reinvigorate Drysdale and produce a new generation of hospitality and tourism workers trained to the latest and best industry standards. We are implementing the recommendations of the Tourism and Hospitality Workforce report we commissioned, including establishing an industry led sub-committee of the TasTAFE Board to develop the annual Tourism and Hospitality Workforce Development Plan. Fundamentally, we want to see continued growth in tourism and hospitality, to provide even more jobs and greater opportunities for all Tasmanians. We’ve set our sights on growing the number of jobs in the sector to 50,000 by 2022, up from the current 37,400. Careers in hospitality are not just a stop gap between jobs in other sectors. There is enormous opportunity in hospitality, which is renowned as a sector that celebrates innovation and creativity. The hospitality industry showcases our people, place and produce to people visiting our state, and creates a lasting impression. But it also provides an incredible and highly valued service for locals. I want to take this opportunity to acknowledge the strong endorsement of the hospitality industry for my Government. My team and I continue to meet with locals in your pubs and venues, because we recognise your businesses represent the hub of your communities. I have no doubt that in working together we will continue to grow and strengthen Tasmania’s hospitality industry and the contribution the sector makes to the visitor economy, for the benefit of all Tasmanians. Will Hodgman Premier of Tasmania Minister for Tourism, Hospitality and Events Minister for Parks Minister for Heritage Minister for Trade
June 2018 www.tha.asn.au
Connect and join the conversation
At your service when conditions get tough May’s storms and flooding caused more than $20 million of losses to homes and businesses in southern Tasmania and were officially declared as a catastrophe event. Gallagher continues to provide support and assistance to THA members to help them navigate the claims process – and we’d be happy to assist you, too. If you need advice on your own claims, or have any concerns about your insurance program in the run up to end of financial year, get in touch. We’re here to help. Call Gallagher Launceston’s David McCormack on 6337 1312 or Gallagher Hobart’s Dan Quintin on 6235 1241
16 email@example.com 03 6220 7300 Arthur J. Gallagher & Co (Aus) Limited. Operates under AFSL No. 238312. To the extent that any material in this document may be considered advice, it does not take into account your objectives, needs or financial situation. You should consider whether the advice is appropriate for you and review any relevant Product Disclosure Statement and policy wording before taking out an insurance policy. Our FSG is available on our website, www.ajg.com.au. Arthur J. Gallagher & Co (Aus) Limited. ABN 34 005 543 920, Level 12, 80 Pacific Highway, North Sydney, NSW 2060. 2088-0518-V1.1 For more information about our full range of services, visit: info.ajg.com.au/tasmania Hospitality Review
REBECCA WHITE Labor Leader, Shadow Minister for Tourism, Hospitality and Events Opposition Report
our community has of jobs in the hospitality industry. There is such a variety of work available in the hospitality sector and we can work collectively to educate people that it is more than pouring a beer or clearing a table. The pathway to employment for many in the industry is through the VET sector and there has been a lot of focus on TasTAFE over the past 12 months for all the wrong reasons. Tasmanians still respect and value the public provision of skills and training and TasTAFE has a long history of producing quality outcomes. Labor believes this is worth keeping. Labor recognises that there is still a solid foundation within TasTAFE to build upon and we are passionate about ensuring TasTAFE is the best it possibly can be. To achieve that government must work with staff and students to restore confidence inside the organisation and promote a positive culture. TasTAFE has to be repositioned as a world class institution, so that Tasmanians have access to high quality, publicly provided skills and training, especially those in the hospitality and tourism sector. We have a world class training facility in Drysdale but it’s essential that it is able to offer the types of courses that will lead to genuine and meaningful careers – and equip students with the skills and training that industry is looking for. Industry itself must have a greater say in the substance of courses that are offered to Tasmanian students and I encourage government to join with industry so they can have greater involvement. Another challenge created by rapid growth of the tourism and hospitality industries is the lack of accommodation, which is being filled by the sharing economy. The THA has been a strong and consistent voice for common-sense regulation of platforms like Air BnB and Stayz The hyper deregulated sharing economy is not only bad for locals, for the regulated bed and breakfast operators but also bad for maintaining local support for tourism growth. We don’t want Tasmanians to resent the growth in visitation and the pressure this is placing on the ability of their family and friends to secure housing. There is no doubt in Labor’s mind that the government needs to regulate the sharing economy. That is why we were pleased to support the establishment of a Parliamentary inquiry into the impacts of the sharing economy on housing affordability and availability. We look forward to engaging with the THA on this important issue.
I am thrilled to have taken on the portfolio responsibilities for Tourism, Hospitality and Events following the election earlier this year. I respect my role as Leader of the Labor party also gives me the opportunity to act as a brand ambassador for our state on every stage I have the privilege to stand upon. It is for this reason I wanted to take on this portfolio as part of the responsibilities I have in the Shadow Cabinet. I’m a proud Tasmanian and I want to tell everyone I know to come and visit us and experience our hospitality. Tasmania is enjoying an exciting time right now, with major events, quality products and a low Australian dollar bringing more people to our state. The dispersal of these visitors is improving and the uplift from increased visitation is being felt more evenly across the state. This is good news for small operators and our regional communities right across Tasmania but it also reminds us that we need to constantly focus on good customer service and quality experiences in order to maintain our good reputation. The THA is to be congratulated for its Great Customer Experience program which is ensuring we are a world leader in offering the best in service. I encourage venues throughout the state to get on board the program which can provide feedback about your social media profile, identify where the THA can provide skills training to help lift standards with your staff and identify where you might improve your venue so it can be the best it can be. As someone who worked in the hospitality industry for many years I appreciate the value of good customer service skills. They are skills that are transferable across professions and I have always been grateful for my grounding in hospitality which helped teach me good communication skills, good listening skills and an awareness of others so that I could react quickly to meet their need or even pre-empt it. Like many, I worked in hospitality to help pay my way through University but I am acutely aware that we need to re-shape the narrative around jobs in hospitality to promote careers in the industry and bust the myth that it is just seasonal work. This is an approach that I am very supportive of for a number of reasons. It is good for employers because it ensures the training investment they have made and corporate knowledge gained by their staff members is not lost when the employee leaves the establishment. It is good for the employee because it means they have a career pathway that gives them certainty of employment and surety of income. It is good for the industry because it improves the quality of the service offering as more experienced workers remain engaged and also help pass on their skills and knowledge to the next generation. The work that is happening in schools by the THA to promote careers in hospitality is a good way to help change the perception
June 2018 www.tha.asn.au
CHRIS SYMONS Chair
2018 has started with lots of funding applications and further opportunities to review our funding model. It is important that our members continue to spread the word and forward us any applications within their communities so that we can continue to grow and evolve as a foundation. Up until the end of May we have donated just over $10,000 for 2018 and have some more exciting donations occurring in June.
Some of the donations so far include;
Roxy with her gravity chair Some words from mum:
“Roxy has low muscle tone and is very weak, because of this she isn’t able to support herself to sit. This means that a lot of the time Roxy is being held, which isn’t good for her or she’s sitting in her stroller seat which gives her a lot of support and not so much comfort. We feel so lucky that Roxy has been donated such a wonderful chair. It means she can just have some time to sit and relax without being handled and we have peace of mind knowing she is supported using this equipment. Thank you THAT for helping Roxy. We are forever grateful.”
Mabelle with her IPad Some words from mum “I am emailing to thank you so very much for donating our daughter Mabelle an IPad and the communication app LAMP. Your organisation is truly amazing in facilitating the support needed for children like my daughter that slip between the cracks of receiving any support from other organisations based on her diagnosis. So thank you from the bottom of my heart. Mabelle is a very lucky girl and is loving and learning from her Ipad.”
June 2018 www.tha.asn.au
Flynn with his spiral thigh brace Flynn is a bright young 4 year old who unfortunately contracted the CMV virus when he was a young baby. Flynn also has low muscle tone and some biochemical issues which causes him to trip and fall regularly. THAT have provided Flynn with a spiral thigh brace which will offer him a correction in his biomechanics and give him support around his weak gluteal and abdominal muscle providing better stability and a reduction in his number of falls.
Our next fundraising events will be our Northern Golf Day and Cooley’s Corporate Dinner so if you are able to assist in any way or would like more information please do not hesitate to contact us at any time. 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 firstname.lastname@example.org ) or contact the THA directly email@example.com.
June 2018 www.tha.asn.au
GIVE UP THE NEED TO BE RIGHT
MARTIN GRUNSTEIN Most in demand speaker on customer service
The need to be right is a basic psychological human need and it is the catalyst for destruction of relationships, both personal and business. How innate is it? See whether you relate to this as a parent. You catch your toddler drawing with crayons on the wall. They have the crayons in their hand and a guilty smile on their face. You say to your little angel “Who did that?” and what does your child reply? “Not me, mummy!” I have given this scenario to audiences at many conferences and the response is almost universal that they can relate to the above example. Why? Because our need to be right, or more correctly, our need not to be proved wrong, is fundamental and psychologists say that the younger your child is when he/she starts to lie, the more intelligent he/she is. How does that apply to customer service? Very directly. Say, you are the owner of a restaurant and a customer says the food is terrible. Your first instinct as a human being is to defend yourself from the heinous accusation. You may tell the customer that the chef is world renowned or that you have won awards for your food AND THAT IS THE WRONG THING TO DO and is more likely to lead to you losing that customer than the quality of the food itself. Our need to prove ourselves right at the expense of the customer is the single major obstacle to becoming a business with a reputation for outstanding customer service. The adage “the customer is always right” is definitely not true. Many times the customer is wrong and sometimes they are a pain in the neck. But the customer must walk away THINKING they are right if you want them to come back. And if there is a complaint, the customer must be able to save face as well as have the complaint resolved if they are to be a customer again in future. When customers are spending their money in any situation, fundamental to the relationship is that their ego is preserved during the experience by everyone they come in contact with. If we stick with the restaurant theme, my wife and I were out at a restaurant with another couple and the waiter was taking our drinks order. I ordered a Coke and the waiter said they didn’t have Coke, they had Pepsi. I said that’s fine. I then said to my friends that I remember from my old marketing days that Pepsi used to beat Coke in blind product tests and most people couldn’t tell the difference anyway. The waiter corrected me. He said that he had also studied marketing and the recent evidence is that Coke beats Pepsi and people CAN tell the difference. I wanted to tell the waiter to rack off!!!!! It’s not his job to correct my errors. But his need to be right was greater than his need to have a satisfied customer. We laughed about the incident at the table but I was embarrassed and my wife and I have never returned to the restaurant and I have told many people about the experience and the restaurant in question. The best story I heard of a customer being humiliated by a service professional came when I was doing work in the golf club industry. One of the lady members complained that she was a vegan and there wasn’t sufficient variety in the club’s menu to keep her happy and she suggested that the club change its menu to accommodate her. The staff member (who was having a bad day – but that shouldn’t be the customer’s problem) told her “There’s plenty of grass out there. Why don’t you just have a munch on some of it while you are playing?” Am I saying that we need to suppress a basic human need to be right to be providers of good customer service? Yes, that’s exactly what I am saying! So what do we replace our first instinct of defence and justification with when we receive a complaint or hear something we don’t agree with? EMPATHY! When you are kept waiting by a dentist or an accountant or anyone in business for that matter, the first thing they should say is “I am terribly sorry for keeping you waiting. I appreciate your time is valuable”. AND VALIDATION! The last few weeks of my father’s life were very traumatic for me. I was at the hospital every day and I was becoming quite a pain in the neck to the staff when I couldn’t get answers to questions or talk to his doctor when I needed to. One day his doctor took me aside one day and said “I need to speak to you”. I thought he was going to reprimand me for my poor behaviour but he did exactly the opposite. He said “I appreciate your frustration but we are doing everything we can for your father. I also want to tell you that you are a very good son. You are here every day and many other patients don’t have a loved one who cares for them like you. I hope when my time comes, my son
June 2018 www.tha.asn.au
will be there for me like you are for your father”. And I felt an overwhelming sense of relief and ceased to be a pain in the neck to the staff. Sometimes when customers act poorly, there are other issues in their life that are causing that. A little empathy and validation that they are a good person can make them much easier to deal with. I have taught the use of validation with great success in the child care and aged care industry. But it applies much wider than that. When most businesspeople receive a complaint or hear something that makes them feel uncomfortable, their first response is to protest their innocence. The first step SHOULD be to acknowledge the concern of the customer. And this applies importantly to social media. If you receive criticism on Facebook, don’t fight with the customer online. When people complain on social media they are angry and often will embellish the story for increased effect. If you try to prove their accusation false or ridiculously exaggerated you can come across as unconcerned at best and a bully at worst. People reading the communication will often relate to the customer rather than the service provider and may decide not to do business with you purely based on the way you communicate with the complaining customer. When you receive criticism the first thing you should do is acknowledge the customer’s inconvenience and say how sorry you are that they feel the way they do. Don’t try to work out who’s right and wrong online. The best thing to do is to try and resolve the issue offline. Tell them you’d like to buy them a cup of coffee and listen to them in more detail and help resolve the issue. Even if they don’t turn up for the coffee, the fact that you acknowledged them and offered goodwill to resolve the issue may stop them taking more revenge upon you by badmouthing your business AND people reading the communication see you as a business responsive to the needs of your customers rather than someone who abuses those who complain. If we can change our instinctive response of defensiveness and justification (the adult version of “not me, mummy”) to empathy and a desire to make the customer happy, we can massively enhance the perception of our business in the minds of customers and those who they communicate with. I remember many years ago hearing Oprah Winfrey say on her show when talking about relationships “You can go through life being right or being successful and happy – but you can’t have both!” I am happy to give up the need to be right for a little bit more success and happiness. What about you? Martin Grunstein’s outstanding results with over 500 Australian companies across over 100 industries have 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
June 2018 www.tha.asn.au
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INSPECTOR JOHN WARD Southern Districts Support Services Tasmania Police Report
Reminder – Use of Barring Orders As most Licensees are aware, the Liquor Licensing Amendment Bill 2015 was passed during November 2015 whereby new offences and barring orders for police and licensees were proclaimed during 2016. The Bill introduced barring orders to strengthen the powers of police and Licensees to deal with problematic patrons on licensed premises and venues operating under a Special (Liquor) Permit. Effectively, a barring order can be issued to prevent a person from entering or remaining on a specified licensed or Special (Liquor) Permit premise and / or vicinity for a specified period, not exceeding six months. Section 81 of the Liquor Licensing Act 1990 states: A licensee, a person acting with the authority of the licensee, or a permit holder, may by order in writing served on a person, bar that person from entering or remaining on the licensed premises or permit premises for a specified period not exceeding 6 months – (a) if the barred person is intoxicated or acting in a violent or quarrelsome manner on the licensed premises or permit premises; or (b) if the licensee, person acting with the authority of the licensee, or permit holder, reasonably believes that the safety of the barred person or any other person on the licensed premises or permit premises is at risk because of the behaviour of the barred person as a result To date, only a small amount of barring orders have been issued by Licensees (or persons acting with the authority of the licensee, or permit holders) State-wide which is disappointing as the legislation was introduced to assist Licensees, persons acting with the authority of the licensee, and permit holders. Undoubtedly, there may have been occasions where Licensees could have issued a barring order, which may have prevented the Licensee, persons acting with the authority of the licensee, or permit holders from being charged by Tasmania Police for breaches of the Liquor Licensing Act 1990 . This financial year to date, 91 infringements have been issued to various Licensees, persons acting with the authority of the licensee and permit holders for various Liquor Licensing offences State-wide therefore I urge Licensees, persons acting with the authority of the licensee, permit holders, staff, colleagues and associates to familiarise themselves with barring orders, and consider using them. I firmly believe if Licensees act in the first instance and issue a barring order, further problems may be prevented which will in turn reduce the amount of Licensee infringements issued by Tasmania Police. Prevention is far better than cure. Further information can be found by reviewing the Liquor Licensing Act 1990 or by visiting www.treasury.tas.gov.au Southern Licensing Personnel I’d like to take this opportunity to advise readers that the Southern Licensing Section will have 4 new Police Officers seconded into the licensing role on 1 July 2018. Sergeant Simon Ward has been the Southern Licensing Sergeant since 2013 whereby he has managed various police personnel and led numerous investigations (overt and covert) that have resulted in outcomes which have created safer environments for members of the public to enjoy and furthermore, such investigations have resulted in licensees who are not fit to hold a liquor licence, being held to account and brought to justice. Simon and his current team have done a fantastic job during the past five years and I wish them success in their future endeavours. The rationale behind the moves is simply because I am strong on rotating police personnel through various roles within my Division to ensure personnel don’t become complacent in their roles, and to ensure they remain contemporary (and up-skilled) in a wide-range of front-line policing functions. of his or her consumption of liquor; or (c) on any other reasonable ground.
June 2018 www.tha.asn.au
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