Hospitality Review Oct 2018 - Digital copy

HOSPITALITY REVIEW

The Official Journal of the Tasmanian Hospitality Association - October 2018

October 2018 www.tha.asn.au

Corporate Partners

• Premium Beverages • Tasmanian Hotel & Catering Supplies • RAMS • Tourism Brochure Exchange • Moov Music • Silver Chef • Performance Automobiles • Lion Dairy & Drinks • Hoshizaki Lancer • Collins SBA • Knight Frank • Workskills • Samuel Smith & Son • Red Bull • Tas Water • Oakley Textiles

• Commonwealth Bank • National Australia Bank • Westpac Bank • Entertainment Publications • Europcar • The Smiths Snackfood Co • ANZ • Qantas

October 2018 www.tha.asn.au

WELCOME

THA members, corporate partners and industry friends, we would like to welcome you all to our new design of the Hospitality Review magazine. Originally known as the “The Tasmanian Hotel Review” until late 2004, The Tasmanian Hospitality Association's “Hospitality Review” has been around for more than four decades. During this time it has undergone many iterations to keep up with the generational trends. A major change was in October 2016 when we launched our first digital magazine. This edition includes a special feature on our Awards for Excellence. Congratulations to all finalists, state and national award winners. I hope you enjoy this first issue of our new design and do let us know if there are any topics you would like to see covered in the future.

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October 2018 www.tha.asn.au

CONTRIBUTORS

PAUL JUBB President

STEVE OLD CEO

WILL HODGMAN Premier, Minister for Tourism, Hospitality and Events

GREG ASTELL Deputy CEO

NICK RONEY Membership & Corporate Engagement Manager

CHRIS SYMONS Chairman [THAT] Foundation

MERV SALTMARSH ER & Business Improvement Manager

JOHN FITZGERALD CEO Tourism Tasmania

STEPHEN LONG Industry Skills & Workforce Development Manager

REBECCA WHITE Tasmanian Labor

INSP. RUTH ORR Northern Districts Support Services

MAX HITCHINS Hospitality and Memory Expert

Leader and Shadow Minister for Tourism, Hospitality and Events

25/93 Salamanca Place, Hobart TAS 7000 PO BOX 191, Battery Point TAS 7004 Phone: 6220 7300 Fax: 6220 7317 Email: enquiries@tha.asn.au Web: www.tha.asn.au

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Hospitality Review

CONTENTS

FEATURES & ARTICLES

CEO AND PRESIDENT'S REPORT - Awards for Excellence 2018

17 PREMIER'S REPORT 18 MEMBERSHIP REPORT 20 MEMBER FEATURE - Jocelyn Berechree 23 JOHN FITZGERALD - Tourism Tasmania update 24 ER & BUSINESS IMPROVEMENT REPORT - Sourcing new or replacement staff 26 CHRIS SYMONS - [THAT] Foundation update 29 WORKFORCE DEVELOPMENT & TRAINING REPORT - THA Great Customer Experience program (GCE)

31 OPPOSITION LEADER'S REPORT 32 PROCURER MEETS PRODUCER - By Peter Handy 37 TASMANIA POLICE UPDATE - Ruth Orr - Prohibited Items Legislation 39 MAX HITCHINS - How to 'Own' the Melbourne Cup

October 2018 www.tha.asn.au

Awards for Excellence Gala Dinner 2018

The 2018 THA & Drysdale Awards for Excellence have once again recognised Tasmania’s best hospitality venues from around the state. We welcomed members of the industry, corporate partners and VIP’s who took the time to recognise venues and individuals as the best in their respective categories. We would like to commend each and every nominee, finalist and winner from this year’s awards night. The standard of excellence is higher than ever before which is wonderful news not only for guests in our venues but for the industry as a whole. It was fantastic to see industry leaders such as Robert Dutton (Hospitality Minister’s Award for Contribution to the Industry winner) and Karen Burbury (Premier’s Award for Contribution to the Community winner) receive the accolades they deserved in front of their industry peers. The Awards night wouldn’t be possible without the support from our corporate partners, thank you to all who supplied product or sponsored a trophy - this night could not take place without your ongoing support. Several winners from our state event, went on to represent Tasmania at the National Australian Hotels Association (AHA) Awards for Excellence which was held at the Sheraton Grand Mirage Resort Gold Coast on September 17. Tasmanian venues were onces again, successful on the national stage with Frogmore Creek taking out the Best Restaurant - Regional category, the Formby Hotel taking out the Best Bistro - Regional category and awards first timer, MACq01 taking our Overall Hotel of the Year - Accommodation Division and Best Superior Accommodation categories. Congratulations to you all. We look forward to seeing you all at our 2019 Awards for Excellence! Paul Jubb & Steve Old From the President & CEO

October 2018 www.tha.asn.au

Premier’s Award for Contribution to the Community Karen Burbury Hospitality Minister’s Award for Contribution to the Industry Robert Dutton Great Customer Experience Award Port Arthur Historic Site Ambassador of the Year Cara McEwen - Willie Smiths Apple Shed Outstanding Achievement in Training and Workforce Development Vantage Group Best Marketed Establishment Tall Timbers Tasmania Outstanding Community Service and Achievement The Old Woolstore Apartment Hotel Veolia Best Environmental and Recycling Practice Willie Smiths Apple Shed Best Outdoor/Non-enclosed Facility Shoreline Hotel 2018 WINNERS

October 2018 www.tha.asn.au

Best Bottle Shop Bevvies Bottleshop Sandy Bay Best RSL, Sporting or Community Club The Bridport Bunker Club Best Meeting and Events Venue Country Club Tasmania Best Bar Presentation and Service MACq01 Hotel Best Sports Bar Tall Timbers Tasmania Draught Beer Quality Award Country Club Tasmania Best Music Venue Wrest Point Hotel Best Gaming Venue River Arms Hotel Best Wagering Initiative Beltana Hotel Best Guided Tour Experience Strahan Village - Gordon River Cruise Best New Tourism Initiative MACq01 Hotel

October 2018 www.tha.asn.au

Best Specialty Bar Rude Boy Best Café Three Little Ducks Best Breakfast Venue Harbour Lights Café Best Steak Restaurant Black Cow Bistro Best Seafood Restaurant Bay Restaurant - Freycinet Lodge Best Italian Restaurant Maldini Restaurant Best Asian Restaurant Mr Good Guy - Ibis Styles Hobart

Best Indian Restaurant Annapurna Salamanca Best Specialty Restaurant The Lounge by Frogmore Creek Best Bistro Dining Formby Hotel Best Restaurant in a Hotel or Accommodation Venue - MACq01 Hotel

October 2018 www.tha.asn.au

Best Stand Alone Restaurant Frogmore Creek Best Fine Dining The Lounge by Frogmore Creek Best Accessible Accommodation Ibis Styles Hotel Best Pub-Style Accommodation The Richmond Arms Hotel Best Mid-Range Accommodation RACV RACT Hobart Apartment Hotel Best Apartment Suite Hotel Zero Davey Boutique Apartments Best Superior Hotel Accommodation MACq01 Hotel Best Deluxe Hotel Accommodation Saffire Freycinet Restaurant of the Year - Regional Driftwood Restaurant Restaurant of the Year - Metro The Lounge by Frogmore Creek Hotel/Pub Tavern of the Year - Regional The Richmond Arms Hotel

October 2018 www.tha.asn.au

Hotel/Pub Tavern of the Year - Metro Formby Hotel Accommodation Venue of the Year - Regional Saffire Freycinet Accommodation Venue of the Year - Metro MACq01 Hotel

October 2018 www.tha.asn.au

THANK YOU...

A Member of The Linde Group

October 2018 www.tha.asn.au

Congratulations to our AHA National Awards for Excellence 2018 Winners

Best Bistro - Regional Formby Hotel - Devonport Accepted by Mark Cadle

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Best Restaurant - Regional Frogmore Creek - Cambridge Accepted by Nicole Quon, Shelley Temata and Damian Mather

Overall Hotel of the Year - Accommodation Division & Best Superior Accommodation MACq01 Hotel - Hobart Accepted by Jake Smith

October 2018 www.tha.asn.au

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Hospitality Review

Will Hodgman ARTICLE

I know many of you are now preparing for the busy spring and summer seasons ahead, and the latest figures from the Tasmanian Visitor Survey show we have very strong foundations. Over the last year we welcomed 1.3 million visitors to our State for the first time ever. This represents 2 per cent growth on the same time last year, so despite some recent commentary about the number of tourists visiting Tasmania, these figures show growth in visitor numbers is sustainable and manageable. I firmly believe that we shouldn’t be pulling back the welcome mat. Tasmania has captured the world’s attention, so we need to capitalise on the opportunity and support growth in our visitor economy. Last year our visitors spent a record $2.4 billion - up 6 per cent - and this economic activity benefits communities across the State. Tasmania is now a much better place to live, work and play, and I’d argue that no industry has contributed more to this than the tourism and hospitality industry. My Government will continue to invest strongly in it. CONGRATULATIONS I’d like to take this opportunity to again congratulate the winners of the 2018 THA and Drysdale Awards for Excellence. The Awards showcase the excellent work of people in hospitality delivering quality experiences to visitors and locals. We offer great experiences, attractions, events, food and drink which are all a key part of the reason why people come here. But it’s the people in the industry who showcase these experiences and make our guests feel welcome that have turned Tasmania into one of the hottest destinations in the world. Well done to all Award winners, the THA and industry leaders for another great year. I am very proud to be your Minister. TASSIE ON A PLATE Finally, I’d like to congratulate the THA for hosting its first ever Procurer Meets Producer event, which connected chefs and hospitality teams with farmers and makers of Tasmanian produce. The event was held recently at Willie Smith’s Apple Shed and provided an informal opportunity for introductions and information- sharing. It’s fantastic to see so many restaurants, cafes, hotels and pubs striving to provide excellent authentic Tasmanian food experiences, showcasing our world-class fresh local produce. Best wishes for a big summer. Cheers!

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Greg Astell ARTICLE

At the time off writing, as a North West Coaster, I’m extremely proud on two fronts which occurred recently. One being the AHA National Awards for Excellence that were held on the Gold Coast last month with the Formby Hotel, aka Central Bar and Restaurant, in Devonport winning Best Bistro - Regional area. What an outstanding result for the Goodstone Group and their dedicated staff, Devonport, the North West Coast and Tasmania as a whole. It would be remiss of me not to congratulate Jake Smith and his team at MACq 01 winning two awards at this prestigous event, one for Best Superior Accommodation and the biggie, Overall Hotel of the Year in the Accommodation Division. Congratulations also to James Skabo and his team at Frogmore Creek for the second year running winning the Best Regional Restaurant, what a fantastic achievement to win this award not once, but now twice. AHA National President Scott Leach said the winners, chosen from more than 5000 members nationwide, were the reason Australian hotels continue to lead the world. “Our staff and venues combine as the heart and soul of our industry,” he said. “One brings our industry to life each and every day while the other forms its ‘bricks and mortar’ backbone – constantly evolving and changing to ensure we stay at the top of our game. “The hotel industry is the most dynamic in the nation and a week rarely goes by without the launch of new ideas, renovations or complete re-developments at venues right across the country. “In a time of great change – when every customer is a potential reviewer – our industry continues to set the standard internationally and I congratulate all nominees and winners.” The second occurred when I attended the 2018 Dialogue Luncheon conducted by the TICT in Devonport late September with guest speaker, Managing Director of Tourism Australia John O’Sullivan, a question from the floor was: “ There are restaurants around the world with the tag of world’s best restaurant e.g. Osteria Francescana (Modena, Italy) and El Celler de Can Roca (Girona, Spain) should Tasmania with the abundance of wonderful product strive to have a world’s best restaurant?” John responded after some consideration: “No, why would you strive to be the best in the world when what we experienced at Mrs Jones restaurant in Devonport last night was first class, food, beverage selection coupled with great service. It had it all” Great work Jacquie and David and their staff also. John then proceeded to inform us of his visit with friends mid- winter to Hobart when the sampled more of what Tasmania has to offer and in his words as they wined and dined in and around Hobart, their experience was superb. Well done Tasmania, John is very well travelled and for us to receive this praise is testimony to

our industry’s passionate people. Cyber Security

This is such an important subject I thought I would include some information again just in case you have missed the prior messages. 1 in 4 businesses will experience a data breach. The world as we know it is continually changing and one of the fundamental drivers is digital transformation. TasmaNet, a corporate partner of the THA’s, has the knowledge in this area and can provide advice on how you can protect your business against data corruption and common cyber security threats, if you are concerned about managing and protecting your business information in a digital world TasmaNet can assist in the areas below: • Business reliance on digital systems This is such a hot topic at the moment and something TasmaNet are very passionate about. Not a lot of business owners put enough emphasis and importance into protecting their data. For more information contact: June Grubb | Partner Manager | TasmaNet 40-50 Innovation Drive, Dowsing Point, TAS 7010, Australia M: +61 410 118 860 Email: june.grubb@tasmanet.com.au www.tasmanet.com.au Reminder for members trading on permits For those members trading on permits and or using after hours permits please may I remind you of the strict conditions that apply to these permits. As a rule these permits are relatively easy to obtain but they are easier to lose so please refer to the Liquor and Gaming link below and refresh yourselves with the conditions applicable to the permit you are trading under. https://www.treasury.tas.gov.au/liquor-and-gaming/liquor/ applying-to-sell-liquor/special-permits TasWater’s interest free loans TasWater’s Trade Waste Customer Support Program is up and running. Under the program designed to help trade waste customers move towards full compliance, TasWater is offering an interest- free repayment scheme for the installation of equipment such as • Common cyber security threats • Cyber-attacks and Ransomware • Data corruption or loss • Understanding your business recovery objectives

basket arrestors and grease traps. The program commenced on 1 July.

The repayment scheme will cover up to 80 per cent of the value of completed works. Repayments will be made monthly over a period of four years.

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Hospitality Review

The support package will be open to Category 2 trade waste customers who can meet a number of eligibility requirements. Category 2 customers are defined in TasWater’s Trade Waste Customer Category Guideline as those customers discharging low to medium and low impact trade waste requiring physical pre- treatment at the source to make it acceptable for discharge to the sewerage system. Customers will find their trade waste category clearly listed on their TasWater account. For more information please follow the link below: https://www.taswater.com.au/Customers/Trade-Waste/ CustomerSupportProgram Building better region funds (BBRF) For those of our members who may be considering developing an experience, the Department of Infrastructure, Regional Development and Cities announced on September 27th that Building Better Regions Fund Round 3 is open with a focus on tourism for this round. BBRF 3 provides up to 50% of funding for eligible costs for infrastructure or ‘community investment’ projects in remote regions. All of Tasmania is defined as remote (except King and Flinders Island that are ‘very remote’ and may receive up to 75%

funding) and Greater Hobart is included as an eligible region to submit applications. For Round 3, $200 million is available, with up to $45 million of this funding earmarked to support tourism related infrastructure projects (refer to the Infrastructure Projects Stream guidelines). If you are interested in acquiring more information follow the link below: https://www.business.gov.au/assistance/building-better-regions- fund

Or contact: Jen Newman Regional Development Australia - Tasmania Level 6, Marine Board Building 1 Franklin Wharf, Hobart jen.newman@rdatasmania.org.au Closing date is 15 November 2018.

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Real Music • Real Artists • Real Impact

October 2018 www.tha.asn.au

FEATURE

Jocelyn Berechree

H aving been in and around the industry since a young age, Jocelyn Berechree developed a passion for hospitality and whilst times have changed and the industry along with it, that passion is still as strong as ever. We recently sat down with Jocelyn and had a bit of a chat. How long have you been in the industry and where did your love for hospitality begin? More than 38 years ago, I started as a weekend kitchen hand at the Maypole Hotel while I was at school. In my late teens, my family moved into the Ocean Child Hotel and I would have to help out working in the bar nights and weekends while I was doing my hairdressing apprenticeship. I finished my apprenticeship and went back into hospitality. So my love for the industry is in my blood. How did you become a manager? Hard work, having a can do attitude and learning all aspects of the business. Also, being in the right place at the right time. Do you have any advice for people starting their career in hospitality? Be eager to learn new skills within the business, go the extra mile and be a team player. What’s the best hospitality advice you have been given? If you have time to lean, you have time to clean and, benches are for glasses, not asses. What do you find rewarding about working in the hospitality industry? It’s always changing and it’s a very social industry. I have met many lifelong friends during my years in hospitality. What would you say is the biggest issue in your business? Finding staff and keeping on top of ever changing regulations. What do you think is the biggest challenge in the hospitality industry? Encouraging young people to look at hospitality as a career choice. This needs to start in high school. I would love for our venues to be the beginning of a pathway for students to enter into the industry. How does being a member of the THA benefit you and your business? The THA keeps me informed of all regulatory and IR requirements and is available to assist me if and when required. There are also many networking opportunities throughout the year which can be beneficial. What are your plans for the future? I’d like to be doing what I’m doing now, enjoying my work, working hard and enjoying life. Why do you continue in the hospitality industry? Because there is always something new happening either rewarding or challenging and it keeps it interesting. It’s what I have done for such a long time. What do you like to do outside of work? Spend time with family and friends. I do a little volunteering with the Herdsman’s Cove Primary School Breakfast Club which I find rewarding and it’s giving back to the community. I have also started volunteer work with Ronald McDonald House. What makes your venues stand out from the crowd? Staff – good or bad. I think the biggest difference from my venues

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Hospitality Review

and other venues that offer the same services around me are the staff. Are there any major plans for the business in the near future? Yes, we are building accommodation at the Risdon Brook Hotel, increasing the accommodation at the Brighton Hotel Motel along with some work in the hotel and the Club Hotel has just had a refresh. How do you go about sourcing staff training? Over the years, I have used many companies but the most recent was via THA with your Great Customer Experience program. How does your business give back to the community? We donate to several community groups but some of the ongoing commitments are school breakfast clubs, Hobart Cricket Club and the hotels take part in the U.G.L.Y Bartender. How do you go about sourcing staff? I have been involved with Workskills/TasTAFE Essential Bar and Restaurant Skills Training program with work placements and have found that to be very successful. I also advertise via Facebook. On reflection, Jocelyn stated

with much animation, that she had enough stories to write a book but one thing that hasn’t changed in the time she has been in this industry, patrons always become part of your life.

Before Refresh

After Refresh

October 2018 www.tha.asn.au

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www.tashotel.com.au Follow us on facebook: facebook.com/tashotel

John Fitzgerald ARTICLE

I would like to start off by congratulating all the award winners from this year’s Tasmanian Hospitality Association Awards for Excellence. I personally think these awards are extremely important. They provide an opportunity to acknowledge the excellent work of the tourism and hospitality industry in Tasmania and celebrate the hard work that goes into providing quality experiences to our visitors and local Tasmanians. Tasmania’s reputation in the foodie scene is growing exponentially and I was pleased to see the diverse range of food and drink establishments recognised in this year’s THA awards. There were some well-established operators and some that have only opened in the last couple of years and already riding the wave of success like Macq01, who took out awards in five categories - what a fantastic achievement! The latest Tasmanian Visitor Survey figures were published last month and show that our visitor numbers remain strong. For the first time, Tasmania has received 1.3 million visitors, up from 1.27 million the previous year. The results also reveal that total visitor spending has reached a record $2.4 billion. This represent 6 per cent growth compared to the same period last year with the average spend per night also increasing by 5 per cent. It is also pleasing that all the regions experienced growth in total visitor numbers during the year to June 2018, with the Cradle Coast regions receiving the highest growth rate of 4 per cent. Tourism Tasmania’s marketing campaigns are focused on providing authentic and unique stories of Tasmania and its people, and a majority of our stories are about or from regional areas. So it is great to see more of our visitors travelling further and spending more in our regional communities. These campaigns make up part of Tourism Tasmania’s highly targeted marketing program that is focussed on specific segments of the travelling Australian public. The audiences we target are more likely to connect with us and value what we have to offer. A fundamental aspect of our marketing program is to reach the right people with the right message at the right time. Underpinning this is a research program designed to understand our customers and recently we have identified two new groups of target customers.

Later this month, we will be holding a series of information sessions across the state to provide you with an update on our marketing program and our new market segments. The sessions will also include an update from the Tourism and Hospitality Supply Unit of the Department of State Growth and provide a chance to catch up with some of our team and other operators in your region. If you would like to head along to one of these sessions, keep an eye out for an invitation in our Tourism Talk newsletter or from your regional tourism organisation. Virgin Australia’s direct flights between Hobart and Perth commenced last month with strong ticket sales, especially from Perth to Hobart. This new service offers a great opportunity to drive greater growth in visitor numbers from the west, so we have extended the Feed Your Curious campaign in Western Australia to encourage further visitation. The Feed Your Curious campaign, which has run in all key markets, directs customers to the website gobehindthescenery.com.au which has everything you might need to plan a trip to Tasmania. The campaign website features 400 Tasmanian businesses and includes links to their websites. We have found that 80 per cent of traffic to our website is via mobile or tablet. This is a growing trend, so it is important that your business website is optimised for mobile to maintain a positive user experience. The campaign’s food and wine elements have been particularly popular with the website providing local tips on where to eat and drink around the state. It also allows the user to create tailored itineraries based on interests, trip length and region. Campaign results (so far) show that around 550,000 people have visited the site since the campaign’s commencement in May. This is a great outcome and we are excited to share some of the final campaign results with you in the next edition. I wish you all the best for the upcoming summer season, and look forward to seeing you at one of our information sessions later this month.

October 2018 www.tha.asn.au

Merv Saltmarsh ARTICLE Sourcing new or replacement staff

With the busy season upon us, the recruitment and/or replacement of staff is paramount and the guidelines provided below, serve as a means to check on the processes you have in place. The THA in liaison with Fair Work, have a Memorandum of Understanding (MOU) and as part of that partnership, we provide reference to and/or assistance if and when required as outlined in this article.

Step One: Know the law

Awards and agreements Modern Awards

There are workplace laws that apply to all employees in the national workplace relations system. Before hiring a new employee make sure that you know about your responsibilities under the Fair Work Act 2009: The National Employment Standards There are 10 National Employment Standards (NES) that apply to all employees in the national system. They cover: 1. Maximum weekly hours – 38 hours per week, plus reasonable additional hours 2. Requests for flexible working arrangements – certain employees can ask for a change in their working arrangements 3. Parental leave – up to 12 months unpaid leave per employee, as well as the right to request an additional 12 months leave 4. Annual leave – four weeks paid leave per year, plus an additional week for some shift workers 5. Personal/carer’s leave and compassionate leave – 10 days paid personal/carer’s leave per year, two days unpaid carer’s leave and two days compassionate leave (unpaid for casuals) as required 6. Community service leave – unpaid leave for voluntary emergency management activities and for jury service 7. Long service leave – paid leave for employees who have been with the same employer for a long time 8. Public holidays – a paid day off on a public holiday, unless reasonably requested to work 9. Notice of termination and redundancy pay – up to five weeks’ notice of termination and up to 16 weeks redundancy pay 10. Fair Work Information Statement – must be provided to all new employees.

A modern award is a document that sets out the minimum wages and conditions for an industry or occupation. They apply on top of the NES.

To search for the modern award that applies to your business, go to the THA website and or go to www.fairwork.gov.au/awards Enterprise Agreements An enterprise agreement is a document that sets out the minimum wages and conditions for a workplace. You can search for enterprise agreements on the Fair Work Commission’s website www.fwc.gov.au Award/Agreement free employees Some employees will not be covered by a modern award or enterprise agreement. These employees are considered to be award/ agreement free. These employees are still entitled to the national minimum wage and the NES.

For more information about each of the NES visit the THA website and or www.fairwork.gov.au/nes

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Hiring Checklist:

Know the award/agreement An employee’s minimum terms and conditions of employment will come from their award or agreement if one applies. Most employees will be entitled to things like annual leave, sick leave and parental leave. They will also be entitled to the allowances and penalty rates set out in their award or agreement. If you need help finding out which award or agreement applies contact THA for assistance or visit www.fairwork.gov.au/awards Decide on the person’s employment status To work out the right pay and conditions you’ll need to know whether an employee is full-time, part-time or casual. For help figuring out what employment status suits the position contact THA and or go to our website that also links to www. fairwork.gov.au/employment

Pay the right rates There are different minimum rates of pay for different positions. For assistance establishing the minimum rate of pay for your employee visit our website and or visit www.fairwork.gov.au/pay.

Agree to hours and rostering Under most awards you’ll need to agree with your employees on their hours of work and rostering in advance templates will assist members to do this and are available on our website and or www.fairwork.gov.au/templates

Get the paperwork ready You should provide new employees with paperwork including the Fair Work Information Statement and a Tax File Declaration Form. You may also: • get the person’s superannuation and bank account details • offer the person a letter of engagement. THA can provide templates that can assist and available on our website and or visit www.fairwork.gov.au/templates Conduct an induction Running an induction for a new employee will help them to settle in quickly to the job and learn about the workplace. It’s important that new employees are aware of your expectations, like wearing a uniform or dress codes. A thorough induction assists in providing the company expectations and outline applicable workplace policies and procedures that you have. It will also allow new employees to ask questions. Pay slips and record-keeping obligations You need to keep written time and wages records for your employees for seven years. You also have to give all of your employees a pay slip within one day of paying their wages’ can provide templates that can assist and available by accessing our website and or the link to www.fairwork.gov.au/recordkeeping Further Assistance For assistance regarding recruiting new or replacement employees, as well as recruiting the right people, feel free to contact Merv Saltmarsh- Employment Relations & Business Improvement Manager who has had significant experience with recruitment on a national and international basis.

October 2018 www.tha.asn.au

Chris Symons ARTICLE

DONATIONS ETHAN HAS AN INFORMAL DIAGNOSIS OF A FORM OF AUTISM THAT IS NOT CURRENTLY RECOGNISED IN AUSTRALIA CALLED PATHOLOGICAL DEMAND AVOIDANCE SYNDROME (PDA) WHICH IS BASICALLY EXTREME ANXIETY.

Ethan is 8 years old and would have started grade 3 this year. His anxiety is so bad he is now in full time home schooling. PDA is something not many people have heard of or understand. Ethan is a very bright child but has been held back by his level of anxiety. Children with PDA do not like to be in the spot light (avoid photos and situations where attention can be drawn to them), do not participate in groups (school/ sporting teams etc), find being in social groups extremely stressful…however they are very bright. Ethan was very reluctant to engage in this session and did not want any photos but through the great interactions and commitment from Jeff and the Tasmanian cricketers Ethan was able to overcome some of these challenges and have an amazing day.

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Hospitality Review

GAYLE (PICTURED) WAS REFERRED TO OUR FOUNDATION VIA TASCARE SEEKING ASSISTANCE WITH SENSORY EQUIPMENT FOR HER SON – ANDERS (9) WHO HAS A RECENT DIAGNOSIS OF AUTISM. Gayle explained that after one appointment with an OT in which a sensory profile was completed and a sensory diet was introduced, they noticed huge differences in every aspect of his life. Used in conjunction with therapy sessions, the sensory equipment donated by the foundation

means that Anders will be much calmer and happier and as a result of this, he will be able to leave the house. Gayle said that this will also give them indoor alternatives when it is cold and wet outside. THAT Foundation is pleased to have been able to help Anders, Gayle and their family.

This year we held our first golf day in the north of the state. We would like to thank the Mowbray Golf Club for hosting the day and all their support in making it a huge success. Days like this would not be possible without the amazing support of our sponsor donors in particular PFD, LION, Coca-Cola and Treasury Wine Estate. We were also fortunate to have one of our patrons, David Foster, attend who provided lots of humour and got us a few extra dollars through his auctioneering skills. If you know of any children requiring assistance and/or would like to make a positive difference in a child’s life through joining the board, support with donations and/or would like to support our events please do not hesitate to contact me (0408 075 734 or csymons@goodstart.org.au ) or contact the THA directly enquiries@tha.asn.au.

Chris Symons THAT Foundation President

October 2018 www.tha.asn.au

October 2018 www.tha.asn.au 30 AVAI LABLE ON TAP AND IN CANS

Stephen Long ARTICLE

THA GREAT CUSTOMER EXPERIENCE PROGRAM (GCE) The Government has funded the GCE program for another 4 years and given us the task of getting 2,000 venues through the Program in that time – a challenge we relish!! The program is funded by Government – it’s no cost to venues and we do it at the venue and when you want it! It’s gone well so far, but now we are ramping things up – • The program has had some great success and we are now refer it to our Employee Relations Manager Merv Saltmarsh. The Contractors can’t give advice, they don’t have skills in this complex area but the referral to Merv will result in contact the venue to offer assistance if required. • We will also be providing some materials for venues that provides information about where to go for assistance with issues (employees or patrons) like sexual assault, mental health, equal opportunity, disability, drugs in the workplace, training and others – look out for this, the pack will be important for venues to have easy access to.

being able to service venues with some facilitated video based training that is having great outcomes. It is free to the venue and gives your staff some of the knowledge and skills they need to do the daily work required, it’s not accredited but is a great introductory step along the way. • Our Contractors will be seeking to do an Employment Relations Survey as well starting in October – we want to be able to assist venues in this complex area by creating an environment where we can get advice on the things venues are not aware of, or sure about – better we do some work up front than Fair Work come in behind. Our Contractors will seek some information from you and then

There are 5 Contractors running around the state and their role is to contact and support venues through the process, and to get non accredited training outcomes through our facilitated video based information sessions into venues. Their details are included at the back of this magazine. If you haven’t been contacted and want to participate, and about 600 venues have so far, then let me know. Stephen Long: Phone: 0439 100 290 or Email: stephen@tha.asn.au

SCHOOLS PROGRAM We are ready to roll out our new Schools Hospitality Awareness Program and are busily attending career information days and job expos. Our intent is to get the right information to students, to get them exposed to real veneus and Hospitality Ambassadors over a reasonable period rather than be one part of the many industry free for all that occurs in many of these events – we want to tell the reality, reality and our new Hospitality Awareness Program will do this for the industry – 5 hours of dedicated Hospitality time at schools will be of great benefit in bringing these young people forward into the industry. Then it will be up to venues to give them a shot, and we will assist – see the Great Customer Experience Program info above. Some work done recently at Waterfalls Café, Mt Field National Park. https://www.facebook.com/RachelPowerDerwentValley/videos/268572053767940UzpfSTI3ODY2MDE0NTU4MzEyOToxODY5OTEzMDA2NDU3DI3/

October 2018 www.tha.asn.au

Rebecca White ARTICLE

The depth of sheer talent, professionalism and the international standard of Tasmania’s hospitality has never been clearer. If anyone needs any further proof that we are now offering some of the nation’s best tourism and hospitality experiences, look no further than the deeply impressive list of recipients of the recent Tasmanian Hospitality Association and Drysdale Awards for Excellence.

As the Shadow Minister for Tourism, Hospitality and Events and as a proud Tasmanian who wants the world to come and experience our unique brand, there’s no better indication of what our state has to offer and it was my privilege to attend the awards at Wrest Point and applaud the efforts of the thousands who help make the industry so important to our state’s reputation and our economy. The Awards are a tribute to every Tasmanian who works tirelessly each day in the hospitality industry and the visionaries behind the businesses who are taking Tasmania to the world. The Awards also act as a reminder that tourism and hospitality operators – big and small, in our major centres and across regional Tasmania – are focussed on the best customer service and quality experiences to maintain and increase our good reputation. The prestige of being named the best in a highly competitive industry when Tasmania is enjoying a peak time in the tourism industry is no small feat. Congratulations are truly due to restaurateur Karen Burbury, who received the state’s highest hospitality honour at the annual awards as managing director of Cataract on Paterson. Karen opened her business in Launceston in 2013 and at this year’s ceremony, she received the Premier’s Award for Contribution to the Community. The Hospitality Minister’s Award for Contribution to the Industry went to Robert Dutton and Cara McEwen from Willie Smiths Apple Shed won the Ambassador of the Year. The prize for regional restaurant of the year went to Lauderdale’s Driftwood and Hobart’s The Lounge by Frogmore Creek received the

metropolitan award Frogmore Creek also won best Specialty Restaurant and Best Stand Alone Restaurant. The Port Arthur Historic Site was bestowed with the Great Customer Experience Award. Other winners included Tall Timbers Tasmania, the Old Woolstore Apartment Hotel, Wrest Point, the Strahan Village – Gordon River Cruise, MACqo1, Three Little Ducks, Harbour Lights Café, Rude Boy, Freycinet Lodge, Maldini Restaurant, Annapurna Salamanca, Zero Davey Boutique Apartments, the Richmond Arms Hotel and the Formby along with many, many others. The awards give a comprehensive snapshot of the range of eating and accommodation and tourism experiences across our beautiful state and the level of excellence created by the Tasmanians who dedicate themselves to managing and working in these venues which are helping create and maintain our increasing reputation as a growing international destination. More than anything, the outstanding level of creativity and professionalism recognised by the awards is a celebration of – and tribute to - the thousands of Tasmanians who work so hard to create a unique Tasmanian experience for the hundreds of thousands of visitors who flock to our state each year as well as the locals exploring their own backyard. They provide a huge contribution to Tasmania, our brand, our economy and the industry and I congratulate them all. *Rebecca White is Tasmanian Labor Leader and Shadow Minister for Tourism, Hospitality and Events

October 2018 www.tha.asn.au

FEATURE

Procurer meets producer

P rocurer meets P roducer

Visitation numbers in Tasmania are up. This coming season (Sept-April), there will be up to 1.5 mil visitors starting their own unique Tasmanian experience. Visitors expect to experience the best Tasmanian produce on offer when dining in Tasmanian Hotels, restaurant and eating establishments. The THA Great Customer Experience program gathers information and feedback from visitors and one of their major expectations is the experience of great local produce. The demand on our hotels, restaurants and eating establishments to have authentic Tasmanian produce will increase.

Chefs have traditionally had some difficulty sourcing local produce that hasn’t already travelled many food miles via the markets in Melbourne. The THA has engaged with producers in the Huon and procurers – venues, hotels, cafes – to start a dialogue between the bodies that will lead to a greater use of local produce. This is not traditionally what the THA does but it was an opportunity to use THA contacts to bring the groups together – both sides have requirements that need to be understood, and local produce in our venues is an important component of what Tasmania has to offer.

34 enquiries@tha.asn.au 03 6220 7300

Hospitality Review

The opportunity to get together and hear both sides of the discussion has been a valuable exercise. Helping each side to be aware of the challenges and opportunities that exist to work collaboratively and get great outcomes. It went like this: Tuesday 28th August at Willie Smiths Apple Cidery , 85 Procures and Producers attended the Procurer Meets Producer Event. An event that was held to facilitate collaborative discussion addressing challenges that restrict venues (the procurers) and small producers doing business together and recognising that opportunities exist that can be taken, that barriers exist that can be managed and that there are reasonable and achievable ways forward. Major issues were: • Cost of a premium product from small producers can inhibit what goes on the menu

• Knowing where to source particular produce from • Knowing the lead time for produce to be available • Understanding seasonality issues and chefs reflecting this in menus • Transportation to procurer and consistency of delivery and quantity • Communications between producers and procurers. Actively building relationships between both parties • Regulation can be an inhibitor Where to from here: There has been some positive discussion and results already. Government House has a history of promoting local producers and can offer opportunities throughout the year where they can hold free events for small producers to show case their produce to willing investors. These are free to the small business and a great opportunity for local procurers to see what is available and gain knowledge of the produce and its capabilities. They aim to: • inform potential markets (local, national and international) of produce that is available from small producers in Tasmania • provide educational and professional development opportunities for industry chefs and operators There are opportunities from on-site farm and venue based food trail tours that can enhance the availability and knowledge of produce and how it can be used in the community. A lot of other communication is happening and this can only enhance the opportunities out there. There are already working examples of Restaurant Supported Agriculture (RSA) and Community Supported Agriculture (CSA) opportunities out there and all parties should investigate these. More information about the Government House opportunities and other possibilities will be out through THA media channels during October. In the meantime if you wish to speak to someone on this, please contact Peter Handy on:

Phone: 0404 031 004 or Email: peter@tha.asn.au

October 2018 www.tha.asn.au

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