GCE VENUE FEATURE
Dave Noonan - GCE Contrator
Frank Bar & Restaurant is owned by respected Tasmanian restaurateur Scott McMurray. Frank is set on the Hobart Waterfront and caters not only to locals but also (usually) large numbers of domestic and international visitors, seeing the benefits of the huge rise in visitor numbers in the decade prior to the COVID-19 pandemic. Like many hospitality
program as a great resource to bring his team together after a difficult time, to refocus on hospitality and customer service and to work with the Frank staff on the realignment to their brand. The GCE program ensured an energised team and prepare them for the influx of visitors as borders opened. The Frank staff engaged in the GCE Venue Awareness session. Frank manager Laurel Benson said “gathering the staff together to talk about Frank gave them a great insight into what really makes a business (hospitality and Frank in particular) tick and it made them more acutely aware of how they impact the business as a whole, either positively or negatively”. Scott and Laurel are also keen to utilise Typsy, a digital platform for hospitality, which is fully supported by GCE contractors in venues. Senior staff have been trained as Typsy managers and are commencing a learning calendar using this resource. Laurel says “Typsy will be a great way to get basic and more in-depth information across to the team and will make our induction and training somuch easier and more efficient for new staff.” Scott has really appreciated the role the THA GCE program has played in reinvigorating their restaurant as a whole and their staff group. “The support the THA and GCE program has provided before during and after COVID hit us has been amazing. The Venue Awareness session has really refocused us and the staff really enjoyed it.” If you would like to find out more about the Great Customer Experience program, or Typsy – please contact penny@tha. asn.au
venue owners, Scott initially feared for the future viability of Frank as the impacts of the COVID-19 pandemic devastated businesses throughout Tasmania. Lockdownandaperceived reliance on visitors for sustainability left Scott and many other owners operators questioning their futures. Buoyed by the remarkable support of Hobart locals for hospitality venues, Scott and partner Georgie threw themselves into a renovation of Frank, bringing exciting new ideas for the venue to life and changing the focus of their menu to encompass a greater celebration of Tasmanian produce. Tasmanians have continue to flock to Frank following it’s reopening and reinvigoration. Scott had already been working with the THA Great Customer Experience program but this had been interrupted by COVID. Scott saw the GCE
THA HOSPITALITY—REVIEW: APRIL 2021 | 16
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