Clubs & Pubs Manager Winter 2012

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CLUBS AND PUBS MANAGER WINTER 2012 • 1

This year is a very busy and exciting time for the gaming and liquor industries. Significant changes are occurring both in terms of the conduct of business

and the regulation of the industry. These changes present both tremendous opportunities and significant challenges. In February this year, it was my pleasure to officially launch the new Victorian Commission for Gambling and Liquor Regulation (VCGLR), for the first time bringing gambling and liquor regulation under one roof. The new Commission is charged with administering Victoria’s liquor and gambling laws, while working to improve and streamline regulation. It is modern in its approach, engaging and educating industry while enforcing and ensuring compliance with liquor and gambling laws.

It has been particularly pleasing to hear very positive feedback from the industry so far on their dealings with the new Commission. We want our regulators to work with industry to assist them to comply with their obligations, and this cooperative approach is certainly paying dividends for both businesses and the community.

In terms of liquor regulation, one of the Victorian Coalition Government’s first acts was to cut in half liquor licence renewal fees for over 11,000 community clubs and small businesses that presented a low risk of alcohol-related harm. The government has since implemented further election commitments by giving licensees the power to bar troublesome patrons from their venues and delivering the five-star rating system.

Under the five-star rating system, licensees who maintain good compliance histories will be rewarded with discounts on their liquor licence fees. All licensees currently have a three-star rating; licensees who avoid specific non-compliance infringements for 24 months will achieve a four-star rating and receive a five per cent discount on their fees. Licensees who maintain an excellent compliance history for 36 months will achieve a five-star rating and receive a 10 per cent discount.

In gaming, there has been a flurry of activity as the VCGLR has been working to assist the industry in the transition to new gambling licence arrangements. We recognise that the timelines to achieve transition are short and we remain committed to making the transition as smooth as possible for pubs and clubs. The government appreciates the support and cooperation it has received from industry and

peak bodies in the pursuit of this objective.

In April, the government introduced legislation to further assist industry with the transition. The legislation will allow venue operators to enter into arrangements with their gaming operator to install gaming machines that they purchased prior to 16 August 2012. This is in response to feedback from some venues that wished to install their own machines prior to the changeover, but were blocked from doing so by a legislative impediment. That impediment will be removed and venue operators will be able to have their machines installed and ready for use from 16 August 2012.

In addition, the government has significantly improved the process for pubs and clubs that wish to sell and/or purchase gaming machine entitlements on the transfer market. Deferred payment terms on entitlements can now be continued after a transfer, with potential buyers no longer facing the prospect of having to pay for entitlements in full before they can be acquired.

The first of the three new gambling licences – Keno – commenced on 15 April. This was a significant milestone, and I now look forward to 16 August, when both the Wagering and Betting Licence and the Monitoring Licence will commence.

We recognise that significant change still lies ahead for pubs and clubs in Victoria, made more complex by a difficult economic environment. But I am confident that the government is doing its part to respond to these challenges by creating a more efficient and effective regulatory environment – an environment that minimises costs to industry, while reducing harm to the community.

I am always interested in the industry’s views and feedback and encourage you to contact me with any issues.

The Hon Michael Anthony O’Brien MPMinister for Consumer Affairs and Gaming

MiNiStER’S Foreword

MiNiStER’S foREwoRd


2 • CLUBS AND PUBS MANAGER WINTER 2012

ContentsForeword by the Hon. Michael O’Brien, Minister for

Consumer Affairs and Gaming 1

NEWSCarbon tax for clubs and pubs 4

Incentives to employ mature-age workers 8

Sign swap for gaming venues 10

Reduce the risk of cardiac arrest 11

Smoke-free alfresco dining a step closer 12

GAMINGExpo excitement is building 14

System One 2012 and beyond 16

Reeling in the little fish, as well as the whales 18

The long road ahead – who will go the extra mile? 19

Employee emotional intelligence and player loyalty 20

Techno systems for club challenges 24

EVENTSClubs + Hotels Australia 2012 opens doors

to the industry 26

SECURITYFreedom for a secure venue 31

Making a secure difference at your venue 32

EDUCATION AND TRAININGHands-on learning leads the way 36

Remembering the past, while planning for the future 39

INTERIORS AND ARCHITECTUREFrom dated ‘80s to très chic – Portarlington Golf Club 40

Outdoor comfort all year 43

Big Red’s shady range 45

Listen up – acoustics for great atmosphere 46

Profit from play 49

An extreme green makeover with live indoor plants 50

FOOD AND BEVERAGESMenus for ‘vegie heads’ 54

Competitions give foodservice the edge 56

To make or buy 61

Citrus for winter’s hottest cocktails 63

Lighter-bodied wines in favour for 2012 65

COMMUNITYNot-for-profit club raising the bar 68

The editor, publisher, printer and their staff and agents are not responsible for the accuracy or correctness of the text of contributions contained in this publication or for the consequences of any use made of the products, and the information referred to in this publication. The editor, publisher, printer and their staff and agents expressly disclaim all liability of whatsoever nature for any consequences arising from any errors or omissions contained in this publication, whether caused to a purchaser of this publication or otherwise. The views expressed in the articles and other material published herein do not necessarily reflect the views of the editor and publisher or their staff or agents. The responsibility for the accuracy of information is that of the individual contributors and neither the publisher nor editors can accept responsibility for the accuracy of information that is supplied by others. It is impossible for the publisher and editors to ensure that the advertisements and other material herein comply with the Competition and Consumer Act 2010 (Cth). Readers should make their own inquiries in making any decisions and, where necessary, seek professional advice.

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NEwS

We are all aware of the key elements of the package, but some are worth mentioning:

• The tax will be on carbon emission at a commencement rate of tax of $23 per tonne.

• The tax will only apply to Australia’s major emitters; probably about 500 companies eventually, but only about 330 companies so far have been identified as being liable to pay the tax.

• The scheme will transition to a market-based emissions trading scheme by July 2015.

• The set price of carbon will increase by 2.5 per cent per annum over three years, then the emissions trading scheme (ETS) will commence.

• Treasury expects the ETS starting price in 2015 to be around $29 per tonne.

• Low-income households will receive tax benefits.

• There will be additional cash assistance for pensioners, and families with children.

• The overall cost of living is expected to increase by $10 per week for the average household.

• Electricity prices are likely to increase by 10 per cent.

• Almost 70 per cent of households will receive assistance by way of cash and tax benefits that together will at least compensate for the increase in the cost of living.

• There is no compensation for businesses under the scheme.

• Fuel for motorists is exempt from the tax, but other cost impacts will likely flow through to the petrol pump.

There will be two impacts for hospitality venues:

The revenue impacT

A carbon tax will have an influence on the household weekly budget. Cash benefit payments may provide a short-term boost to discretionary expenditure. When the larger bills come in during the latter parts of 2012 and 2013, households that haven’t budgeted for the impact will find it more difficult to pay increased costs for electricity, gas, food and other household items. The hospitality industry might see a short-term marginal increase in demand from the cash payments, and then a settling or decline in demand in hospitality as household cost increases become more apparent during late 2012 and 2013.

The cosT impacT on hospiTaliTy businesses

DWS financial modelling for clubs, hotels, casinos and restaurants suggests that operating costs are likely to increase by between two per cent and 2.5 per cent as a direct consequence of the introduction of a carbon tax in 2012/13. But this impact is assessed across a range of cost items, some of which won’t be immediately impacted, such as finance (interest) costs, depreciation and wages. If these items are excluded from the assessment, the real impact of the carbon tax on operating costs will be more like three per cent to 3.5 per cent in the initial year, increasing to as high as five per cent when the ETS is operational and depending on how businesses restructure for the tax.

Hospitality venues have only a few avenues through which to neutralise the impacts of the tax on the bottom line in the short-term. Cost control is one avenue, but the major area for adjustment will be in pricing and gross profit levels.

CARBoN tAx for clubs and pubs

BY GEOFF WOHLSEN, DIRECTOR, DWS

The Gillard Government pushed the carbon tax legislation through Parliament in November last year, to be imposed from 1 July 2012. Hospitality venues across Australia are calculating the impacts, but it’s a question of simple economics versus crystal ball gazing as managers and owners wonder what competitors will do.

continued on page 6


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NEwS

Our assessment indicates that clubs, pubs, restaurants and casinos will need to improve gross profit margins by between four per cent and eight per cent on food and beverages to absorb the impacts and preserve the bottom line. This means that venues operating on food and beverage gross profit levels of 60 per cent, for example, will need to set prices and margins to over 65 per cent to neutralise the impacts. And this means that prices in food and beverage might need to be increased by as much as 10 per cent. This level of increase will be needed by some venues with high overhead costs.

With the new poker machine arrangements set to be implemented over the next three years, clubs, hotels and casinos face some challenges in restructuring their business operations to limit the impact of these reforms on bottom-line performances.

WhaT should venues do noW To address The issues?

• Prepare business budgets and operating plans to assess the impacts on your business.

• Reduce consumption of goods and services that will be impacted by the new tax and consider low-carbon options.

• Graduate gross profit levels over time so that the impact is not immediate, but is phased in over the next six months or longer.

• Communicate with your customers so that they know that changes are in response to the new regulatory environment, but watch the regulations on this. The ACCC has produced guidelines on what venue businesses can and can’t claim when adjusting prices for the carbon tax (refer to www.accc.gov.au).

• Revise all costs and critically examine the discretionary items.

• Endeavour to renegotiate longer-term contracts and lock in contract prices.

The best way to tackle these challenges is to meet them head-on. No doubt some businesses will be poorly prepared and fail to adjust to the changes. Hospitality managers should contemplate the challenge carefully. Those that do nothing will notice the erosion of margins when it’s too late. C&PM

DWS has developed a one-day business planning package to direct venues through these challenges. Please email us at [email protected] for an outline.

ThE BEST WAy To TACkLE ThESE ChALLENgES IS To mEET ThEm hEAD-oN. No DoUBT SomE BUSINESSES WILL BE PooRLy PREPARED AND fAIL To ADjUST To ThE ChANgES

continued from page 4


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NEwS

As the population ages, continuing skills shortages and changing labour markets mean that it makes sense to encourage mature-age people

to work, said Nareen Young, DCA’s CEO, but this must be accompanied by a change in attitudes toward older people.

‘Our “Working for the Future” research found that age discrimination at work was the most common type of discrimination reported. At 14 per cent, it was almost twice that of the next most common perceived discriminations, gender (eight per cent) and care-giving responsibilities (eight per cent).

‘Stereotypes about older workers being inflexible, hard to train or lacking in skills or energy are nonsense and need to be tackled head-on if we are to remove barriers to workforce participation.

‘Unfortunately, as recent commentary on social media attests, these negative views still prevail and need to be challenged with the facts – that mature-age workers represent an experienced, hard-working and productive talent pool, with low absenteeism and strong loyalty and work ethic,’ said Nareen.

iNCENtivES to employ mature-age workers

BY THE DIVERSITY COUNCIL AUSTRALIA (DCA)

The Australian Government has announced a new $1000 Jobs Bonus scheme for employers who recruit and retain a mature-age jobseeker for more than three months. The bonus scheme is part of a government initiative to encourage employers to embrace the benefits of employing older workers.



NEwS

This is supported by recent Australian research showing that assumptions about inadequate performance and low job commitment commonly attributed to older workers have no base in reality. In assessing older and younger workers in objective tests of cognitive abilities and subjective job attitudes, no significant differences in cognitive ability between the groups were identified: older workers were as cognitively skilled for their job as their younger colleagues. Additionally, no significant group difference for perceptions of social support, job commitment, job satisfaction or turnover intentions was identified.*

In addition, research by the National Seniors Productive Ageing Centre has shown there are nearly two million older Australians who are willing to work, could be encouraged to work, or are unemployed and looking for work, and that there is a significant economic cost for not utilising the skills and experience of older Australians. Indeed, this cost is estimated at $10.8 billion per year.

DCA’s ‘Grey Matters’ research clearly showed that mature-age workers want to learn as well as maintain active links to the workplace:

‘For those mature-age people not currently in the workforce (one-third of all respondents) and of those aged 60 years or under, a staggering 57 per cent would be prepared to return to work if they were offered the right job. For currently employed mature-age workers, one-third would relocate

and more than half would consider doing further study for the right job. Around 80 per cent of mature-age people not currently employed said working for an organisation that was supportive of their learning and development needs and careers was important or very important in influencing their decision to remain in the workplace. Some 97 per cent of mature-age people indicated that working for an organisation that was supportive of older workers was important or very important in influencing their decision to remain in the workplace.

‘There is much that employers can do to address the problem. For a start, they need to take a good look at recruitment, retention and development processes to ensure age discrimination is not occurring, even at an unconscious level. Offering flexible ways of working, opportunities for learning and development, and an organisational culture inclusive and supportive of older employees is also important. But, more than anything, it’s about changing the way we think about older people,’ concluded Nareen. C&PM

*Brough, P., Johnson, G., Drummond, S., Pennisi, S., & Timms, C. (2011). Comparisons of cognitive ability and job attitudes of older and younger workers. Equality, Diversity and Inclusion: An International Journal, 30(2), 105.

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NEwS

SiGN SwAP foR GAMiNG vENUES

Changes to the Gambling regulation (signage) Regulations 2005 mean that gaming venue operators must remove signage referring to ‘Tatts

Pokies’ and ‘Tabaret’ by 6 March 2013.

Tattersalls’ and Tabcorp’s gaming operators licences conclude on 15 August 2012, and after this date, individual clubs and hotels will operate gaming machines in Victoria.

Instead of promoting gaming operator branding, gaming venues will only be permitted to use the generic term ‘pokies’ on external signage to indicate the presence of gaming machines.

Existing restrictions on the maximum size and number of signs permitted at each venue will continue to apply.

Mr O’Brien said the updated signage requirements were informed by consultation on what was appropriate signage for a gaming venue.

‘I asked the Responsible Gambling Ministerial Advisory Council to consider what signage would be appropriate in the future,’ Mr O’Brien said.

‘The Council recommended that a generic term, such as “pokies”, would be most appropriate, and I have accepted the Council’s recommendation.’

Venue operators have a 12-month transition period, which commenced on 6 March 2012, during which time they can display either the signs currently allowed, or the new ‘pokies’ sign.

At the end of this transition period, venue operators will only be able to display the new ‘pokies’ signs. C&PM

Signs indicating the presence of electronic gaming machines must be updated at all Victorian gaming venues over the coming year, Gaming Minister Michael O’Brien has said.

The Victorian Commission for Gambling and Liquor Regulation will be responsible for the enforcement of these regulations.

INSTEAD of PRomoTINg gAmINg oPERAToR BRANDINg, gAmINg vENUES WILL oNLy BE PERmITTED To USE ThE gENERIC TERm ‘PokIES’ oN ExTERNAL SIgNAgE To INDICATE ThE PRESENCE of gAmINg mAChINES



NEwS

CLUBS AND PUBS MANAGER WINTER 2012 • X

NEwS

‘Defib Your Club For Life’ was established following the death of several young athletes and officials who suffered sudden cardiac arrests at

sporting venues in Victoria.

After years of personal experience as a mobile intensive care paramedic, I have seen the clear benefits of early defibrillation, and it is my view that the proliferation of public access defibrillators will indeed saves lives. Leading cardiologists support this view.

Sudden cardiac arrest does not discriminate and can affect people of all ages, including the young. For several reasons, a sudden change in the electrical rhythm of the heart can cause the heart to stop pumping efficiently, soon rendering a victim unconscious.

Every one minute that passes by without defibrillation equates to a 10 per cent less chance of survival.

One in 1000 people in our community have an underlying undiagnosed cardiac condition that they are unaware of.

Our aim is to help reduce the risk of a guest, patron, member or employee dying suddenly due to a cardiac arrest at your venue.

Our goal is to empower you and your staff to react to a cardiac arrest armed with the knowledge, skill and an automatic external defibrillator (AED) whilst emergency services are being requested.

Our all-inclusive AED package has been tailored to allow for a simple transition into your club, pub,

hotel or motel. An AED can be easily used by laypersons, as they are programmed to make all decisions and provide simple voice prompts for the rescuer. Face-to-face training is provided as part of the initial set up.

The greater the access is to public AEDs, the greater the chance of lives being saved. C&PM

REdUCE thE risk of cardiac arrest

Avoid a tragedy at your club, join the drive to save lives. Get a Defib for your club now!Our Solution:An exclusive comprehensive defibrillator package for only $2,300 or $85 per month over 3 years (including training with no extra cost for 7 years).

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NEwS

In a growing trend that supports strict regulations on smoking in public places, health groups have told the New South Wales and Victorian governments that making alfresco dining areas smoke-free will be a popular move to protect staff and patrons – including children.

SMokE-fREE ALfRESCo diNiNG A StEP CLoSER

Action on smoking and health australia (ash) has welcomed the announcement by the New South Wales Government that it will legislate to

make public playgrounds, sports grounds, pools, building entrances and transport stops smoke-free, and will set a deadline of 2015 for all commercial outdoor dining areas.

ASH also welcomes reports that the Victorian Government is considering smoke-free alfresco dining legislation.

ASH Australia’s Chief Executive, Anne Jones, said, ‘There’s strong public support for making these workplaces smoke-free to protect the health of employees and diners – including children.

‘Queensland, Tasmania, the Australian Capital Territory, the Northern Territory and Western Australia have all found smoke-free alfresco policies popular and effective – leading to health benefits and no loss of dining trade.

‘Smoke-free venues attract many more people than they deter – because people, especially with children and including many smokers, prefer to dine smoke-free.’

The South Australian Government has set a deadline of 2016 for smoke-free outdoor public dining, but is understood to be considering a shorter timeframe.

‘Tobacco smoke is a highly toxic, highly carcinogenic airborne contaminant,’ says Ms Jones, ‘and that’s how we should deal with it.



NEwS

‘Many other activities – driving a vehicle, using dangerous machinery, drinking alcohol – are legal in some settings, but not where others’ health and safety is threatened.

‘Some smokers may be upset by not being allowed to smoke in these areas; but Civil Liberties Councils agree that a right to smoke doesn’t extend to where it risks harming others.

‘We look forward to these policies being implemented as soon as possible.

‘In the meantime, we urge local councils to do what they can to make outdoor dining areas under their control smoke-free, pending deadlines in New South Wales, South Australia and Victoria,’ said Ms Jones.

Tasmania is leading the smoke-free movement with some of the toughest smoke-free area laws in Australia. As of 1 March this year, Tasmania has expanded its range of smoke-free areas to include bus and pedestrian malls, bus shelters, outdoor dining areas, sports venues, patrolled beaches, public swimming pools and children’s playgrounds.

In Victoria, several metropolitan areas have banned smoking in playgrounds and sports centres, but have not introduced smoking bans to outdoor dining areas because of stiff opposition from traders and smokers.

Some traders have told councils that trying to enforce smoking bans on alcohol-impaired smokers could provoke patrons and result in violence.

According to Quit Victoria research, around seven out of 10 Victorians support smoke-free alfresco areas. Furthermore, the majority of Victorians are also very supportive of a ban in pub beer gardens, provided that there is an alternative designated smoking area.

Rural Baw Baw Shire is the only Victorian council to ban smoking in alfresco areas so far, but the push for a state-wide ban is growing. C&PM

SomE TRADERS hAvE ToLD CoUNCILS ThAT TRyINg To ENfoRCE SmokINg BANS oN ALCohoL-ImPAIRED SmokERS CoULD PRovokE PATRoNS AND RESULT IN vIoLENCE.



GAMiNG

Opening at the sydney convention and Exhibition Centre from 10 am until 5 pm on Tuesday 21, Wednesday 22 and Thursday 23

August, the event attracts thousands of industry VIPs, gaming executives and decision-makers who come to see the latest in gaming and hospitality products and services.

The Gaming Technologies Association organises the event and recognises both exhibitors and visitors with special prizes. A ‘best small stand’ prize is awarded to the most creative, innovative and imaginative exhibition stand that engages and interacts easily with visitors. On each day of the Expo, a prize is awarded to a visitor whose name is randomly drawn from those who’ve attended the exhibition that day. In 2011, two visitors from New South Wales and one from Victoria each won a trip for two people to Las Vegas, including air travel and five nights’ accommodation in Las Vegas – these prizes will be repeated in 2012.

All of the Gaming Technologies Association’s members are proudly represented on the exhibition floor, including Ainsworth Game Technology, Aristocrat Technologies, Aruze Gaming Australia, Bally Gaming Australia, IGT (Australia), Konami Gaming Australia, Shuffle Master Australasia and WMS Gaming.

Over 30 of the exhibiting companies will be attending the event for the first time, guaranteeing that visitors will be

ExPo excitement

iS BUiLdiNGMore than 160 companies have reserved their exhibition stands at this year’s Australasian Gaming Expo, making the event the biggest of its type in the Southern Hemisphere and one of the larger trade shows operating in Australia.



GAMiNG

able to review and compare new and innovative products from existing suppliers and, potentially, new suppliers. All exhibiting companies are now hard at work preparing their stand designs, with some new product releases timed especially to be shown to the industry for the first time at the Gaming Expo. Exhibitors spend a huge amount of time and effort making sure that their products and services are presented to exhibition visitors in the best possible setting

outside a club, hotel or casino. This makes it convenient for visitors to compare the ‘best of the best’ under one roof at one time.

The event includes the Australasian Gaming Expo conference, which will be operated by Hospitality Management Development Australia and promises to deliver compelling insights on recent industry and political developments. It’s become very obvious that the future ‘movers and shakers’ of the industry are those who have the courage to absorb and learn from insights – and the foresight to attend such a conference. They will be tomorrow’s visionaries and they will generate a future that will satisfy global and local audiences, starting here at the Australasian Gaming Expo conference. More information is available at the event website: www.austgamingexpo.com.

The Australasian Gaming Expo is a trade-only event and entry to the exhibition is complimentary to gaming industry executives, courtesy of the Gaming Technologies Association; however, trade suppliers are not eligible to attend the exhibition unless exhibiting. This means that all visitors are required to register to attend. C&PM

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Description:

Job No: Scale:

Date: Finished Size:

Version: Stage:

HOSTC6973_Clubs&Pubs_125x177mm_CP_04

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GAMiNG

X • CLUBS AND PUBS MANAGER WINTER 2012

GAMiNG

With the biggest shake-up in two decades, the Victorian gaming industry is set to see some massive changes in 2012.

The government’s announcement that TABCORP and Tattersall’s will not have their current licences renewed sent shockwaves through the industry – and left many scratching their heads thinking ‘what next?’.

Operational Services and Systems (Aust) Pty Ltd (OSS) are looking forward to the changes and say the reforms will not change the services they provide to their customers.

As the largest independent developer and supplier of computerised gaming management systems in Australia, OSS has been developing and supplying gaming accounting software to the industry for 20 years all over the country.

With over 500 systems installed across the eastern side of Australia and offices in Victoria, Queensland and New South Wales, OSS has the knowledge and experience to set it apart from the rest.

Because of their wide scope across the country, OSS has worked with a number of systems that are controlled and operated by many different organisations – both government and privately owned.

When the new central monitoring system (CMS) provider Intralot takes over later this year, OSS will continue with its level of support service for System One and Gold Coin that it always has.

Once the changes take place in August, CMS operators and gaming machine ownership may change, but the accounting requirements for gaming machines won’t and neither will Victorian Commission for Gambling Regulation requirements.

Products developed, supplied and supported by OSS can be updated, if required, to accommodate the requirements of any CMS provider.

In simple terms, OSS will work with Intralot to ensure the venue operators have the best tools to continue the gaming machine reconciliation and analysis process.

Products developed, supplied and supported by OSS include:

SyStem One and GOld COin

An individual in-venue system that uses gaming room cash and machine meter data to complete cash reconciliation, compliance and machine performance reports, as well as calculation and reporting on government taxes and levies and jackpot links and the LP win meter.

timeS One

A new computerised integrated workforce management system that utilises biometrics as the interface for employee sign-on and sign-off. It is able to create and maintain employee records, manage employee rostering, and export data directly to most payroll and financial management systems. C&PM

SYSTEM ONE 2012 and beyond

PRoDucTs DEvEloPED, suPPlIED AND suPPoRTED by oss cAN bE uPDATED, If REquIRED, To AccommoDATE ThE REquIREmENTs of ANy cms PRovIDER.

Call OSS seven days a week (8am – 6pm) on 1300 130 541 for support or to discuss the Victorian gaming industry changes.

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I N D U S T RY L E A D E R S

Operational Services and Systems (Aust.) P/L, (OSS),

began operating in January 1994 and has been a leader

in developing multi jurisdiction computerised gaming machine reconciliation and performance

reporting systems.

P R O V E N P E R F O R M A N C E

At OSS we are working with Intralot the successful CMS

provider, to ensure that you the Venue Operator, has the best tool

to continue the gaming machine reconciliation and performance

analysis process.

U N S U R PA S S E D S U P P O R T

With OSS products we run a 7 day a week, 365 day a year, 1300 telephone

Helpline from 8am to 6pm. Our industry standard

programs “System One” and “Gold Coin” are used

by over 600 Clubs and Pubs Australia wide.

› Servicing the gaming industry for 18 Years

› Compatible with Victoria, New South Wales, Queensland, South Australia and Tasmania

› All in one Meter Collection, Reconciliation, Deployment and Compliance System

› Central Managment System for Hotel and Club Groups

› Compliant with Victorian Gaming Legislation Changes, August 2012 and beyond

› 7 Day a week helpline support

System OneGaming Machine Management System

1300 130 541OSS HELPLINE



GAMiNG

Your customers share their leisure spend at a range of venues, including yours. The objective is to ensure your customers spend more of their leisure wallet at your venue than at your competitors’ venues.

REELiNG iN the little fish, as well as the whales

BY DANNY NIxON-SMITH, DWS

Loyalty programs have fast become a key requirement to increasing market share, not only with your direct competitors, but also in the retail market.

Today we have access to more market information than ever before, and at our very fingertips. Yet with such a large amount of information, it is often difficult to define what we should be looking for and how we use it, and as such, there is still a tendency for us to guess what the patron really expects.

There is an inclination for venues to focus solely on the premium players. This follows the ‘Pareto principle’ – also known as the 80/20 rule – where we focus 80 per cent of our time on 20 per cent of customers. The competition to attract the ‘whale’ has intensified and we are starting to see the wallet being shared across multiple venues. But in order to maintain your market share, your venue should not forget about the ‘little fish’, or ‘daily grinders’.

I came across a phrase recently that rings true for most: ‘Are we throwing the baby out with the bath water in our attempt to tier our products?’ Whilst tiered loyalty is common in today’s society (and not just in gaming venues), it is not just the information that is vital, but how it is used. Loyalty systems can take the guesswork out of marketing and, if used correctly, can in fact reduce your expenditure.

Further to this, we can start to track and monitor promotions and create a more succinct promotion that gives patrons what they expect and also gives venues the ability to measure the effectiveness of their marketing tools.

So before creating a loyalty program and aligning too much with one tier, there are some key questions that need to be asked:

• How often are you going to evaluate tiers?

• Do you have exceptions in place for promotion and demotion?

• Do you set tier ratios and how often are they reviewed?

Whilst we don’t deny the fact that 80 per cent of revenue may come from 20 per cent of the membership, we also understand that VIPs don’t wish to play in empty houses. It is therefore essential that we don’t forget about the daily grinders and that we seek to understand their key requirements and expectations.

One way to harvest excitement from the daily grinders is through promotions, and it is this group that is usually made up of the biggest advocates. Once these promotions are created, it is vital we gather the data and analyse it accordingly. Whilst the spend levels may not be in line with those of VIP players, the excitement and atmosphere make up for this.

At the end of the day, it comes down to one major component: increased visitation. It’s not about encouraging the patron to spend more money, it’s about having them spend more with you rather than with your competitor. C&PM



GAMiNG


GAMiNG

If you’re looking for a Gaming Service Provider that will go the extra mile, it has to be Amtek all the way. As a licensed VCGLR supplier, Amtek is authorised to

provide gaming services to Victorian hotels and clubs as well as manufacture and distribute products including gaming machines and restricted equipment.

Amtek’s VCGLR-approved premises includes a state-of-the -art climate-controlled gaming production facility in Port Melbourne. Dedicated VCGLR-licensed technicians are available to perform installations, moves,

upgrades and game changes day or night, and Amtek’s experienced technical staff will ensure that gaming equipment installed in your venue complies with all legislative requirements.

The Amtek Customer Support Centre operates 24 hours a day, seven days a week 365 days a year. Venues can call a toll-free number any time of the day or night to get support, advice or log a service call.

Amtek provides product training on new equipment to ensure that you’re kept up to date with the latest machines, technology and procedures. There is no additional cost for this service and Amtek’s competitive pricing is designed to make sure there are no surprises.

ThE LoNG RoAd ahead – who will go the extra mile?

To find out more about Amtek’s energetic service visit www.amtek.com.auEmail: [email protected] call Amtek on 1300 426 464

322108AE RHP_Amtek | 1809.indd 24 16/05/12 3:53 PM1809_Clubs & Pubs Winter 2012.indd 19 6/5/12 12:16 PM


GAMiNG

Customer-contact employees are the primary service provider and serve as a vital communication channel between venue

management and players. The service encounter between employees and clients largely affects player satisfaction and determines their loyalty to the club or pub.

A service encounter is dyadic, with a beginning and an end point. It has limited or narrow relational contact and communication between buyer and seller. For services characterised by a high degree of person-to-person interaction and by the absence of an exchange of tangible goods, the encounter is a process reliant on interactions between customers and frontline employees. Such encounters often involve a highly emotional element. Employee emotional intelligence has been proposed as an efficient tool for managing relational interactions with customers. The encounter between venue frontline employees and gamblers involves a high-level emotional component. The motives underlying gambling and the services delivered by gaming venues can explain the nature of such emotional encounters.

Most gambling motives involve an emotional element. Researchers indicate that gambling behaviour may involve symbolic or hedonic motives. Symbolic motives refer to gambling as a symbolic sense of control over one’s destiny, and as symbolically replacing love or sexual desire, or as a desire of ‘future self’ – winning

EMPLoyEE emotional intelligence and player loyalty

BY CATHERINE PRENTICE, FACULTY OF BUSINESS AND ENTERPRISE, SWINBURNE UNIVERSITY

Marketing to gaming machine players generally involves three components: venue amenities, the value of the incentives offered to the player, and services delivered by venue frontline employees. When competition is intensifying in the gaming industry, the last component becomes a critical factor of gaining competitive advantage.

fRom ThE SELf-CoNCEPT PERSPECTIvE, gAmBLINg mAy hAvE PSyChoLogICAL BENEfITS, ESPECIALLy IN ThE CASE of SENIoRS, Who mAy fEEL A LoSS of CoNTRoL of ThEIR LIvES. gAmBLINg mAy hELP ThEm REgAIN A SENSE of CoNTRoL AND SELf-AWARENESS; hENCE ENhANCE ThEIR SENSE of SELf-ESTEEm AND SELf-CoNCEPT

continued on page 22


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the big jackpot. Hedonic motives are referred to as the pursuit of pleasure-seeking through positive reinforcement and enhancement of self-esteem. From a consumption perspective, the following motives for gambling have been identified as learning and evaluating; as a high and low emotion, excitement; as self-definition; as risk-taking; as cognitive self-classification; as emotional self-classification; as competing and interpersonal interactions. From the self-concept perspective, gambling may have psychological benefits, especially in the case of seniors, who may feel a loss of control of their lives. Gambling may help them regain a sense of control and self-awareness; hence, enhance their sense of self-esteem and self-concept.

The nature of gambling has emotional characteristics. Gambling is a subset of all voluntary human risk-taking activities. The outcome may be guessed or calculated, but without certainty. The services that casinos deliver are such risk-taking experiences. These experiences are emotionally loaded, and can be viewed as recreational entertainment and hope for luck. The results of gambling activities are also emotional. Gaming involves playing games of chance to win money and winning by chance or luck. Winning at casino games is opportunistic. The feeling of fulfilment arising from winning is emotional, and so is the feeling of upset and frustration from losing.

The emotional loadings of gambling motives and gambling experience determine the emotional nature of the service encounter between venue frontline employees and players. Gamblers are emotional; emotions are contagious and often affect other customers as well as the customer-contact employees. Positive emotions lead to customer satisfaction, which influences customer loyalty. However, negative emotions are often transferred to difficult behaviours and other undesirable consequences, such as negative word-of-mouth and switch behaviours.

To INCREASE CUSTomER SATISfACTIoN AND mINImISE NEgATIvE CoNSEqUENCES, ThE CoNTACT EmPLoyEE’S EmoTIoNAL INTELLIgENCE IS ImPERATIvE.



GAMiNG

To increase customer satisfaction and minimise negative consequences, the contact employee’s emotional intelligence is imperative. Emotional intelligence is defined as the capacity for recognising our own feelings and those of others, for motivating ourselves and managing emotions well in our relationships. It is also described as the ability to perceive, respond to and manipulate emotional information and the ability to understand emotions. It functions through four levels: emotional perception, emotional assimilation, emotional understanding and emotional management. Emotional perception involves the ability to identify emotion in one’s physical states, feelings and thoughts, and to identify emotions in other people through language, sound, appearance, and behaviour. Emotional assimilation includes emotion-prioritised thinking by directing attention to important information. Emotional understanding involves the ability to label emotions and recognise relations among the words and the emotions themselves, to interpret the emotional meanings, to understand complex feelings and to recognise likely transitions among emotions, such as the transition from anger to satisfaction or from anger to shame.

Emotional management refers to the ability to stay open to feelings, to reflectively engage or detach from an emotion, to reflectively monitor emotions in relation to oneself and others, and to manage emotion in oneself and others by moderating negative emotions and enhancing pleasant ones.

Through a self-managing process, emotional intelligence can ameliorate the detrimental effects on employees resulting from emotional dissonance; hence, enhance employee job satisfaction and productivity. From the perspective of managing others’ emotions, emotional intelligence can provide a vehicle for frontline employees to moderate and regulate customer emotions, hence to influence their attitudes and behavioural intentions. On the basis of the service profit chain theory that employee service performance drives customer satisfaction and loyalty, which in turn leads to company profitability, frontline employees’ emotional intelligence has implications for club and pub profitability. Since emotional intelligence is trainable and developable, such training should be provided to customer-contact employees in order to enhance their job satisfaction and the loyalty of gaming patrons. C&PM

EmoTIoNAL INTELLIgENCE IS TRAINABLE AND DEvELoPABLE




GAMiNG

54 • CLUBS AND PUBS MANAGER AUTUMN 2O12

iNfoRMAtioN tEChNoLoGy

tEChNo SyStEMS foR CLUB ChALLENGESnorm Jones had no idea that tinkering with a small machine to print on-demand raffle tickets would redirect his career to the club industry.

a trained electrical engineer, norm had no plans to hook up with Dennis Simpson – also a trained electrical engineer – to help build and sell the machines.

Norm was manufacturing and marketing Primmcoy Sign In Systems. Meanwhile, Dennis decided that after more than 30 years in hotels it

was time for a career change.

neither had an inkling of how valuable and successful that little machine would become, but 12 years – and more than 800 clubs – later the Wollongong-based mates have built TechnoProM into a substantial player in the club industry, operating from Wollongong, new South Wales.

‘I tinkered with a few prototypes and came up with a design that is essentially the same today, and is used in clubs and hotels all around australia, in new Zealand and the Pacific islands.’

The business has expanded steadily and impressively ever since adding a random number generator System to its product range. The random number generator System has been used in clubs and pubs for five years to assist in digital bingo, hoi raffle and member draws. The system can be displayed on all screens in your venue, and the drawing of numbers is controlled wirelessly by a keypad. Ingeniously, the system can also be used for advertising after the event has finished.

‘It’s been fun, and club people are great people to work with… especially when you take on the challenge of helping them solve a problem,’ norm added.

TechnoProM has evolved over the years, adding to its core products and services and specialising in audiovisual design and in-house advertising displays, supply and installation, with expert technicians specialising in TaB, restaurant, club and hotel fit-outs.

Many of TechnoProM’s innovative products have been developed through requests made by club managers over

the years, and the company now supplies projectors, screens,

sound systems and accessories, including

full venue design fit-out, TaB, digital

signage and promotional screens. These have proved popular

with clubs as they eliminate the need

for reprinting posters for each promotional event.

Taking into account every aspect of the club environment, TechnoProM also offers solutions for bistros, using LCD technology to minimise time spent taking orders for and dispensing meals.

With a cordless, remote keypad, an LCD screen and speakers, the system alerts diners when their meal numbers come up, meaning staff do not have to spend time monitoring and calling out meal numbers, and managers save on the expense of public address systems.

TechnoProMs raffle System is used by many clubs on the Murray and we are now ready to expand into victoria. C&PM


320781A RHS_Techno Prom | 1788.indd 1 7/02/12 2:34 PM1809_Clubs & Pubs Winter 2012.indd 25 6/5/12 12:16 PM


EvENtS

With Clubs + Hotels Australia 2012 welcoming a host of the industry’s major players to the Melbourne Exhibition Centre from Tuesday 19 to Wednesday 20 June, Clubs and Pubs Manager explores the agenda for visitors at the highly anticipated expo and dives into the hot topic of this year’s Victorian gambling regulation changes.

After months of planning, preparation and an ever-growing exhibitor list, the stage is set for Clubs + Hotels Australia 2012. Specifically designed

to satisfy the industry’s thirst to explore the hottest topical issues and showcase innovative ideas, Clubs + Hotels Australia 2012 also provides a dedicated platform to offer a broad range of the latest in technology and services for the hospitality and gaming worlds.

Running over two days, the focus of the event is licensed clubs and hotels, with the aim of providing the tools for organisations to develop successful operation of community and private clubs, bars, pubs, restaurants, gaming, sports and entertainment venues. What’s more, Clubs + Hotels Australia 2012 is ever more relevant in the year that sees significant changes to the Victorian gambling industry take effect.

With the gambling regulation changes high on the industry’s agenda, it comes as no surprise that the expo will offer opportunities in education in the shape of seminars and workshops throughout its duration. These include its

CLUBS + HotELS AUStRALiA

2012 opens doors to the industry



EvENtS

highlight, Clubs + Hotels Australia Masterclass, as well as a range of seminar programs on subjects from patron loyalty and customer retention, to social media, marketing and, of course, the matter of changes to the Victorian gambling industry.

These amendments to the gaming regulations include the implementation of new licences for Keno, wagering and gambling machine monitoring. The first of these – Keno – was successfully launched on 15 April 2012 and is now active in more than 500 venues.

In its recognition of the importance of implementing the new gambling arrangements, the Victorian Commission for Gambling and Liquor Regulation (VCGLR) is one of the expo’s exhibiting sponsors.

Chairman for the VCGLR, Mr Mark Brennan, says the most significant challenge for the industry is the change to the control and operation of electronic gaming machines.

‘These changes see venues owning and taking responsibility for the operation of electronic gaming machines,’ explained Mr Brennan. ‘Venue operators will now be required to undertake a range of new responsibilities, including those that were previously undertaken by gaming operators.

‘It is important for clubs and pubs to have a sound understanding of the regulatory environment and responsible gambling requirements that are critical to the successful operation of gaming machine venues.’

August 2012 will also see Intralot Gaming Services (IGS) commence its new 15-year monitoring licence. IGS’s key role is to oversee the integrity of gaming machines in

Victoria and provide an electronic monitoring system of gaming machines in the state outside of the Melbourne Casino. This also includes the provision of data and information on gaming machines for regulatory, taxation and research purposes, and facilitating new linked jackpot arrangements.

Another significant change for the gambling industry in 2012 is the new restriction of automatic teller machines (ATMs) in approved gaming venues.

From 1 July 2012, gaming venues, including clubs and pubs, will not be able to provide, or allow another person to provide, access to ATMs within approved gaming venues.

IT IS ImPoRTANT foR CLUBS AND PUBS To hAvE A SoUND UNDERSTANDINg of ThE REgULAToRy ENvIRoNmENT AND RESPoNSIBLE gAmBLINg REqUIREmENTS



EvENtS

Mr Brennan said venues also needed to be mindful of proposed legislation currently before the Victorian Parliament that seeks to extend the ban on ATMs to ‘alternative cash facilities’ to cover devices that do not require interaction with venue staff.

‘Clubs and pubs are required to remove all ATMs from their gaming venues before 1 July 2012,’ Mr Brennan said. ‘The VCGLR urges venues to make these changes before 30 June 2012 as clubs found to be operating ATMs within their gaming venues without an exemption may face prosecution with fines up to $7328.40.’

Mr Brennan also said he is pleased that the VCGLR will be involved with this year’s Clubs + Hotels Australia 2012 to provide further information to expo visitors about industry changes.

BEINg BETTER EDUCATED ABoUT gAmBLINg AND LIqUoR REgULATIoN IS A kEy mEANS To ImPRovINg PERfoRmANCE. EvERy PARTICIPANT IN ThE INDUSTRy ShoULD STRIvE To PERfoRm AT ThE hIghEST LEvEL AND CoNTRIBUTE To ImPRovINg ThE BUSINESS AND SoCIAL ENvIRoNmENT IN WhICh ThEy oPERATE



EvENtS

‘I encourage expo visitors to take the opportunity to visit the VCGLR stand and speak with our experts.

‘Being better educated about gambling and liquor regulation is a key means to improving performance. Every participant in the industry should strive to perform at the highest level and contribute to improving the business and social environment in which they operate.

‘Clubs will be able to talk to our staff at the expo and discuss the new self-paced training kit for licensed clubs in Victoria. The content was developed after consideration of both the information needs of club committees and the observations of the VCGLR’s gambling and liquor inspectors during visits to various clubs.

‘The VCGLR recognises that club committee members are often volunteers who donate their spare time to manage the club’s affairs. This means that they may not always have sufficient time to learn about the legal obligations of holding a licence to serve liquor or conduct minor gaming activities, which can result in clubs inadvertently breaking the law.

‘It is hoped that the release of this training kit will assist club committees to identify compliance risks before they occur and promote better club management practices that support the responsible service of alcohol and gaming.’

One of the expo’s lead exhibitors is Aristocrat. The company, which will be showcasing its 2012 games portfolio, including its Legends™ product range, insists that throughout this time of major change it remains dedicated to the Victorian market and sees the transition period as one of opportunity.

Matt McCarroll, Senior Sales Manager for Victoria and Tasmania, thinks that industry stakeholders have been kept busy trying to decipher the opportunities and risks presented since the new Victorian gaming structure was announced in 2008.

‘The new gaming structure brings many prospects, including the opportunity for clubs and hotels – as the new owner/operators – to have a fresh look at their gaming operations,’ Mr McCarroll commented.

‘Whilst the new opportunity can undoubtedly provide financial reward, it is also accompanied by a wider range of responsibility. In the new environment, the owner/operator is required to make informed decisions about product procurement. Choosing the right product is just one of a

number of responsibilities that extends to staff training, compliance management, floor maintenance and so on.’

Mr McCarroll said that since the announcement of the new structure four years ago, Aristocrat has been dedicated to a seamless transition from the old system to the new for venue operators and service providers.

‘We have rebuilt gaming floors, introduced new gaming machines and educated venues on operating in the new environment. We have worked closely with associations and the new monitoring business in readiness for August 2012 transition,’ explained Mr McCarroll.

The new environment offers considerable opportunity. However, there are a number of challenges to be considered with greater competition, not only amongst clubs and hotels in each local government area, but also amongst the gaming service providers as they fight to add value to their client base.

‘Venue operators will need to quickly gain vital gaming knowledge and concurrently establish who they can trust for product and service provision,’ continued Mr McCarroll.

‘Aristocrat sees industry events such as the Clubs + Hotels Expo as part of the mix of new information required by new operators in a competitive market.’

Other exhibitors in attendance range from William Angliss Institute – training provider for food, tourism and hospitality industries – to licensed gaming machine manufacturer, Complete Gaming Solutions, leading sound solutions provider, JBN Sound Ceilings and Megadeck Staging Systems, which offers state-of-the-art staging.

With a diverse collection of over 70 exhibitors featured, the expo will offer the best in the industry under one roof for folk in management, purchasing and services across clubs, hotels, bars, pubs, restaurants, sports venues and entertainment centres. C&PM

For more information or to register, visit clubsandhotels.com.au What: CLUBS + HOTELS AUSTRALIA 2012Where: Melbourne Exhibition CentreWhen: 19 June to 20 June 2012Event organiser: Australian Exhibitions & Conferences Exhibitor information: Contact AEC, tel 03 8672 1200Web: www.clubsandhotels.com.au

ThE NEW gAmINg STRUCTURE BRINgS mANy PRoSPECTS

see the following page for a floor plan of the expo.



EvENtS

BAY - 9BAY - 8BAY - 7

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CONFERENCEDELEGATECATERING

Floor Plan as at

To reserve your stand contact:Australian Exhibitions & Conferences - Level 5, 267 Collins Street Melbourne Vic 3000

Tel +61 3 8672 1200 Fax +61 3 9654 5596 Email [email protected] Web www.clubsandhotels.com.au

Floorplan is subject to change without notice.

Melbourne Exhibition Centre

3/05/2012 11:49:30 AM

Clubs & Hotels Australia 201219 - 20 June 2012

Clubs + Hotels Australia 201219 - 20 JUNE 2012MELBoURNE ExHiBitioN CENtRE



SECURity


SECURITY

Making a decision about technology in today’s environment can be difficult; improvements in computing power, storage mediums and picture

quality occur on a monthly basis. Today’s newest gadget can be next week’s paper weight.

This can also be true of a CCTV system. To take advantage of these evolving technologies, it is vital that any system you deploy today can utilise the benefits that new technologies offer tomorrow.

Australian designed, developed and supported, Freedom Surveillance integrates existing and evolving CCTV technologies, allowing Multi-Platform CCTV support from a single software platform. It is possible to view and record conventional analogue cameras as well as new higher resolution format camera technologies such as 960H,

HD IP, HD-SDI and HD-CCTV™ across a choice of cable infrastructures including coax, CAT5 and fibre.

Freedom surveillance software has been designed by Camvex specifically to meet the requirements of CCTV compliance for gaming and liquor licence applications.

The eMap function permits selection of cameras for live viewing and playback from integrated CCTV plans, allowing an easier and quicker review of cameras on medium to larger CCTV systems. This functionality improves an auditor or operator’s capacity to know where all their cameras are located and recall them more easily, saving time and reducing frustration.

Much of the CCTV hardware provided by Camvex over the past five years to licensed premises is backward compatible with the new Freedom surveillance software.

FREEdoM for a secure venue

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CCTV compliance for gaming and liquor licence applications has become an important issue for most hotels and clubs.

Camvex has had 25 years as a specialist CCTV provider and is regarded as the market leader and expert in this field.

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322470AE RHS Pg17_CAMVEX | 1809.indd 24 24/05/12 10:29 AM1809_Clubs & Pubs Winter 2012.indd 31 6/5/12 12:16 PM


SECURity

Selecting a security provider for licensed premises is not a lucky dip; the risk associated with a security contract provider failing to deliver is far too high. Conducting appropriate due diligence is a client responsibility, and buying on price alone will not ensure that you get the appropriate level of security to meet your needs.

Good security providers are members of a professional association, are adequately insured, train their employees well, use only licensed crowd

controllers, provide wages and conditions in accordance with a lawful industrial instrument and have a good reputation.

The Australian Security Industry Association Limited (ASIAL) is the peak national body for the Australian Security Industry. Since its establishment in 1969, ASIAL has grown from a network of security companies to one that today represents approximately 85 per cent of the security industry in Australia.

ASIAL recommends clients develop selection criteria to review and establish the credentials of a security provider.

MAkiNG A secure difference at your venueBY PETER JOHNSON, MANAGER COMPLIANCE AND REGULATORY AFFAIRS, ASIAL



SECURity

All of the following criteria should be considered:adequaTe and currenT insurance • view documents and ensure that they are current and

provide coverage suitable to your situation

a Good repuTaTion • investigate a provider’s reputation to ensure that they

have maintained good relationships with customers, are trustworthy and dependable

references• request and check references to obtain a valuable

insight into the reliability and performance of the security firm. Use ASIC and business search tools to check trading history.

TraininG• review the security firm’s training regime and request

supporting documentation.

equipmenT• ensure equipment to be provided by the security firm

is fit for purpose and meets all occupational health and safety requirements

cosT• understand financial arrangements with the security

firm regarding planned invoicing cycle, rise and fall cost management, cost drivers, rate reviews, additional charges and award/agreement impact.

WriTTen conTracT• defining the rights and responsibilities between client

and security provider should be detailed and written, including dispute resolution processes, contract review, extensions and termination.

manaGemenT• experienced professional management with specialist

expertise in the private security industry, and in particular at licensed premises, will ensure effective service delivery and well-trained and supervised staff

securiTy croWd conTroller qualificaTions• clients have a right to ensure only appropriately licensed

and trained personnel work on site. Request evidentiary procedures to confirm licence and qualification status.

To enable a security provider to meet the established criteria and deliver the service, clients should clearly communicate the requirements through:

• a concise statement describing the security activities to be performed, including the days and hours of service delivery

• a detailed set of any special instructions given to the security provider to develop into standard operating procedures to enable them to deliver the service

• a nominated management representative to liaise between the company and the security provider.

Due diligence, as indicated, includes the checking of references, operational performance and achievements. This aspect of the due-diligence process may prove to be the most valuable. These checks will often uncover the inadequacies of a security service provider and identify their inability to manage a venue and provide quality staff.

In the area of licensed premises, not all crowd control-licensed persons are equal. At the point of delivery, we see the way in which a venue is managed, and success is often in direct proportion to the application of the recruitment process, site briefings for security staff, ongoing training and management support.

The success of a venue is further enhanced by the use, understanding and application of appropriate electronic surveillance and communication equipment. From personal entry scanning, patron registration, personal CCTV cameras for recording interaction with patrons, and radio communication, electronic equipment is only as good as the operator and the systems that support it. It is not a matter of the equipment looking good; it must operate to support and provide a safe environment for staff and patrons. This means training, protocols and procedures.

It is necessary, when using electronic equipment to support the operation, that measures be in place to comply with legislative requirements regarding surveillance, privacy and use of recording devices. This may involve compliance by use of signage, conditions of entry, implied consent or a combination of measures in communicating with patrons to ensure their knowledge and understanding of the surveillance measures.

ASIAL supports the national training standards for security licensing, including the base competencies for a crowd controller; however, it is recognised that many licensed premises require more. That is where the selection of an appropriate service provider is important in the provision of quality staff capable of handling the demands of security



SECURity

Peter Johnson has over 38 years of experience in the security industry, including 16 years with Victoria Police.

at licensed premises. As indicated, this quality is often reflected in the additional training and briefing provided to security staff.

It is important to consider the safety of patrons and the exposure to risks for venue and security staff. Controlling entry into venues, monitoring and communicating crowd and individual behaviour, managing aggressive, abusive or violent behaviour and administering and coordinating ‘first response’ first aid or critical care are important functions undertaken by the crowd controller.

Managing patrons at licensed premises potentially involves risk. The extent, severity and exposure to risk will vary depending upon the environment, crowd numbers, crowd demographics, entertainment, premises layout and other hazards. Providing a safe work environment and safe venue for all is greatly assisted by the application and interpretation of an appropriate risk management strategy. How well staff have been prepared, and how effectively risks have been identified, assessed and controlled will underpin a safe workplace.

Compliance with good risk management strategies and incident procedures should assist in minimising the potential liability of occupiers, including security contractors, to claims by patrons injured if an incident should occur.

With the ever-increasing uptake of litigation in Australia, it is more important for security providers and venue management to understand their responsibilities not only in the venue, but also within the immediate vicinity.

A recent Victorian Coronial Court decision identified security as having contributed to a death following an incident where a patron was pushed away by security staff, subsequently fell and hit his head on the pavement and later died. Although the case did not result in the licensed security crowd controller being charged with an offence, civil action against the contracted security provider for damages was successful. Despite the fact that the deceased was known to engage in physical contact with others, was prone to making threats and had carried a knife at the time of his death, the parents of the deceased were both awarded $175,000 damages against the security company.

Manage your risks by selecting a quality security provider that provides a seamless integration with the venue’s operation. Undertaking appropriate due diligence provides the first step to ensuring a successful outcome. C&PM

ComPLIANCE WITh gooD RISk mANAgEmENT STRATEgIES AND INCIDENT PRoCEDURES ShoULD ASSIST IN mINImISINg ThE PoTENTIAL LIABILITy of oCCUPIERS, INCLUDINg SECURITy CoNTRACToRS, To CLAImS By PATRoNS INjURED If AN INCIDENT ShoULD oCCUR.


Dear Club and Pub Operator,

Important Information for your business

Operating a hospitality business is complex and time-demanding and it is often difficult to ensure that venue Boards, Committees and Management are across all of the regulatory requirements imposed by governments.

Leigh Barrett and Associates Pty Ltd was formed to respond to the need for licensed liquor and gaming venues to manage the complex regulatory compliance obligations that they face on a daily basis, providing a ‘one stop shop’ solution, designed to give licensed venue managers peace of mind, knowing that their business complies with all of its regulatory obligations and allowing them to concentrate on the operation of the business.

Our goal is to remove your regulatory

do best.

We strive to be recognised as one of

gambling strategy in practice.

Expert Advice in Regulatory Compliance Policy and Procedure

We have both extensive knowledge of the compliance requirements of government gaming regulation and significant expertise in the use of Responsible Service of Gaming (RSG) policy, training and strategy for customer service improvement in venues.

Our strengths and approach to responsible gambling/customer care are based on over 15 years’ experience as a counsellor for problem gamblers, a senior advisor to government on gambling policy, and the Manager of Responsible Gaming for Tabcorp. Due to this balanced and impartial approach, we have earned the respect of and developed strong linkages with government policy makers and regulators, gambling help service providers and industry leaders nationally.

Leigh Barrett and Associates Pty Ltd has extended our expertise and assembled a team of specialists to also respond to the increasingly stringent liquor licensing, safe food compliance, workplace health and safety and AML/CTF requirements to provide a comprehensive end-to-end package of services for licensed clubs and hotels.

For further information on the services provided by Leigh Barrett and Associates Pty Ltd or to arrange a no-obligation proposal, please email or call us.

Yours sincerely,

Leigh Barrett

Director and Principal Consultant

[email protected]

(03) 9404 1642

Australia’s foremost experts in responsible

headache and free you up to do what you

322467AE RHS_Leigh Barrett | 1809.indd 1 29/05/12 3:58 PM1809_Clubs & Pubs Winter 2012.indd 35 6/5/12 12:16 PM


EdUCAtioN ANd tRAiNiNG

A growing awareness of the importance of hands-on experience has seen the rise of the ‘training restaurant’, and, for apprentices, a

cooperative relationship between work and study.

Adina Buzila, an NMIT (Northern Melbourne Institute of TAFE) Bachelor of Hospitality Management student who arrived in Australia in 2009 from her home in Romania, says that hands-on learning in hospitality was important to her. ‘If you’re doing a course in hospitality, of course you’re dealing with customers. It’s nice to know how you’re supposed to approach them and how you deal with complaints. You can’t do that if you just read a book.’

Ms Buzila gained experience in NMIT’s St Georges Training Restaurant at the Preston Campus. Now at the end of the three-year course, Adina says she has enjoyed her studies. ‘There’s a lot of emphasis on the practical things rather than just the theory.’

She began studying international business back in Romania, but decided it wasn’t really something she wanted to do. ‘I always had a passion for hospitality, ever since I was really little, so I decided to study that. In Romania we didn’t have a school that taught hospitality and in Europe it was extremely expensive, so I did some research and I found in Australia they have a lot of schools that teach hospitality.’

HANdS-oN learning leads the way

Flames leap from pans, a cook adds a final sprig of dill to a plate of barramundi, and a waiter dressed in an immaculate white shirt and black tie bustles across the packed restaurant with a plate for a hungry customer; just another busy afternoon in a Melbourne restaurant. The difference is that this restaurant is staffed almost entirely by hospitality students.

NMIT Master Chef Dinner




Similarly, David Januszkiewicz has always enjoyed cooking; ‘It was the only subject at school that interested me and the only field that I wanted to work in.’

After finishing VCE, he worked full-time for a year at The Meeting Pool, a French restaurant in Eltham, before beginning his apprenticeship at NMIT. His year of work experience means he will complete the Certificate III in Hospitality (Commercial Cookery), and his apprenticeship, in a shorter time.

Mr Januszkiewicz also commented that hands-on learning is vital in hospitality education; ‘You learn more at a trade school,’ he says. ‘I had Gregory Payne as one of my teachers and he’s taught me a lot about the industry. He’s always saying, “The simple things are best and the best things are simple.” Using that idea, you can put out the most beautiful food, and food made with love.’

A fantastic way to inspire creativity and experimentation among hospitality students is through competitions. NMIT Cookery Teacher Andrew Shepherd says, ‘Entering competitions is rewarding for students. They are run by the World Association of Chefs rules, with events

Adina Buzila

David Januszkiewicz

William Angliss Institute Compliance and TAB TrainingWith increasingly regulated gaming and hospitality sectors, it is vital to protect your business with up-to-date staff training. As an individual looking for work or wanting to increase your skills, compliance training will assist you to secure a job or multi-skill you in the industry.

William Angliss Institute works in partnership with the Australian Hotels and Hospitality Association and Clubs Victoria to provide training to people employed or seeking employment in the licensed hospitality industry.

Industry based training includes:

• Liquor Courses (Responsible Service of Alcohol and Licensees’ First Step)

• Gaming Training (Responsible Service of Gaming and RSG Refresher)

• Food Hygiene and Food Supervisor Training• Food Allergens• Interstate Compliance Programs• Online Training Programs• Pre-employment Programs• TAB Wagering Training (TAB Operators Course and

TAB Manager’s Program)

Visit www.angliss.edu.au or shortcourses.angliss.edu.au or call 1300 ANGLISS (1300 264 547) for more information.




for individuals and teams, so it’s a chance for students to show off their skills, see fantastic food and get new ideas. These competitions are well-regarded by industry; employers often allow their apprentices extra time to train… because they know that if a student does well it reflects well on the chef and on the restaurant.’

In July 2011, Mr Januszkiewicz and a team of fellow NMIT students received the gold medal in the Victorian TAFE Cookery Challenge. He and his teammates trained after class for almost two months to prepare for the ‘mystery box’ challenge, where they had to make four entrees, four mains and four desserts with set ingredients in three and a half hours.

David believes that cooking can be a way of achieving local sustainability. ‘Buying seasonal and cooking seasonal is the secret to having the most flavoursome dish.’

Mr Shepherd added that teachers should be able to show students the whole paddock-to-plate journey; for example, from the butchering to the cooking and serving of meat, and from the growing of grapes to the production of wines.

Mel Riel, the Food and Beverage Operations Manager at NMIT, who supervises the students in the training restaurant, says that hands-on learning emulates industry, so the students are ready to work in the real world.

He says that the St Georges Training Restaurant can be turned from a cafe-style restaurant by day to a four-star service at night. ‘This gives our students a different, high-end experience. And that’s our aim: to produce students with the culinary, customer service, table setting, and food and beverage service skills to work anywhere.’

Mr Riel says students also get to refine their skills at large events like the Melbourne Food and Wine Festival and the Spring Racing Carnival.

Carrying the hands-on approach further has even extended into the workplace for many students, with NMIT offering the option of studying full-time or in an apprenticeship where they spend one day a week at the institution and the rest of their time working in the industry.

Wendy Temminghoff, Hospitality (Commercial Cookery) Program Coordinator at NMIT, says that wherever possible, apprentices are assessed at work. This is a win-win for both the student, who can jump straight into working life, and for employers, who can retain their apprentices on-site.

Employers looking for fresh graduates are now finding that applicants have a wide range of experience and skills. Ms Temminghoff says that students at her TAFE have access to modern facilities, such as a high-tech demonstration

theatre, industrial mixers, baking ovens, a sous vide thermo-regulator, a paco jet, thermomixes, cryovac machines, combi steam ovens and induction cookers, a fully equipped bar, complete with five La Cimbali coffee machines, beer reticulation and wine tasting laboratory facilities, and added that students who can practice using industry standard equipment can step straight into employment with all the skills they need.

For students like Ms Buzila and Mr Januszkiewicz, the hands-on approach to their training has proved invaluable. When she began the course, Ms Buzila wanted to work in the front office or reception of a hotel, but her experiences in real working restaurants in Australia has shifted her focus. ‘Now I’m thinking I wouldn’t enjoy it as much as I enjoy being in a restaurant.’ Her ideal role would be a restaurant manager, ‘dealing with customers, controlling the staff and making sure everything goes smoothly. For me it’s about trying to make a connection between the staff and customers,’ she says.

Mr Januszkiewicz says students simply learn more from real trade experiences; ‘You learn all the basics and learn how to use them in the real world.’ C&PM

Training facility, St Georges Restaurant

For more information visit www.nmit.edu.au/hospitality





EDUCATION AND TRAINING

Through the community’s continuing support of ANZAC Day commemorations, the Returned and Services League of Australia (RSL) Victorian Branch

recognised the standing that our military history and presence overseas has across the nation. However, it saw a need to bridge a gap of both knowledge and organisational philosophy between their history and the future of their RSL clubs. It sought Franklyn Scholar’s training expertise to make this a reality.

Although the RSL’s branding was hitting the mark, Chief Operations Officer, RSL (Victorian Branch) Inc, Brian Cairns, said, ‘RSL Victoria had identified that with changing demographics and community expectations, we needed to make the organisation relevant to today’s environment. In order to help our staff meet that challenge, we wanted to find a partner that could provide management training for the development of middle to senior managers.’ On signing with Franklyn Scholar, the training company’s task was to design a program that would uphold the brand as well as provide a forward-thinking and sustainable future for RSL Licensed Clubs. Succession planning and training of RSL managers would be key to a seamless transformation. Rather than offer a one-size fits all program, Franklyn Scholar worked closely with ANZAC House to ensure it maintained the uniqueness and ethos of the RSLs.

The RSL Diploma of Management is the sum of Franklyn Scholar collaborating with industry, demonstrating a deep understanding of the culture and ethos of the organisation and imbuing these values throughout the training program. The result is a unique learning experience for the participants that is specifically tailored to the situation and unique experiences of RSL Sub Branches in Victoria. Ken James, Victorian Sales Manager at Franklyn Scholar said, ‘We provide training expertise so RSL Sub Branches can focus on core business without losing ownership of the training program.’ The training material includes interactive sessions with RSL peers, project based activities based on workplace practices, industry mentors from RSL Executives and acknowledged leaders within their network, and the course is conducted at RSL venues.

The Diploma of Management is available to other club participants in either a generic program suitable for smaller entities, or specifically tailored programs for larger organisations.

BUILDING STRONGER CLUBS - FROM THE INSIDE

The strength of you club stems from all your team’s performance. Franklyn Scholar Hospitality is helping build stronger clubs through the right training from the top down.

Qualifications:

- Diploma of Management

- Certificate III & IV in Hospitality

- Certificate III in Hospitality - Commercial Cookery

- Certificate III & IV in Business & Business Administrations

Compliance courses:

- RSA- Gaming- Food Handling- First Aid

Short courses in:

- Armed Robbery Survival Skills- Dealing with Conflict- Mate to Manager

Call us for more information:

1300 730 388

322110A_FS Learning_RHS_1809_HIGHRES.pdf 1 8/05/12 3:52 PM

REMEMBERING the past, while planning for

the future

322110AE RHS_FS Learning | 1809.indd 24 30/05/12 11:13 AM1809_Clubs & Pubs Winter 2012.indd 39 6/5/12 12:17 PM


iNtERioRS ANd ARCHitECtURE

‘A dated ‘80s-style clubhouse turned retro chic ambient venue.’ That’s how CEO Ron Stockdale explains the transformation of Portarlington Golf Club, which led them to win the CCAV Best Club Refurbishment 2011.

Ron stockdale came to portarlington from rich River, and was happy to make the move to the beautiful Bellarine Peninsula. As the new CEO

of Portarlington Golf Club, he was quick to realise that his surrounds needed a revamp to suit the needs of the growing community whilst providing an inviting atmosphere.

‘The purple decor was outdated and an overwhelming amount of memorabilia had been amassed over the years – sometimes it takes a new pair of eyes to see things more objectively and recognise that changes are needed,’ Ron said.

Ron used his contacts to set Angela Bambino, interior designer from Tabcorp, to the task. Angela has redesigned many clubs across Victoria, and Ron knew she had the experience to put some pizzazz into the clubhouse.

fRoM dAtEd ‘80S to très chic – Portarlington Golf Club

BY FIONA HACkEL, ADMINISTRATION MARkETING MANAGER,

PORTARLINGTON GOLF CLUB




‘At first, the members were apprehensive about changing the look of their clubhouse and felt that it may lose its golfing identity,’ said Ron. ‘Convincing members that removing over 230 pennant flags was going to result in a more streamlined and sleek clubhouse was one of the challenges we initially faced during the refurbishment process.’

Angela Bambino presented a storyboard of the new-look clubhouse to the Board of Directors – who were immediately sold on the new design palette and gave Angela and Ron the all-clear to go ahead.

The refurbishment process was scheduled two months from that initial meeting – first the gaming room, with the bistro and bar areas to follow six weeks after that. The task of coordinating all curtains, carpets, chairs, paints, wallpapers and tradespeople for a date two months away was not as easy as expected.

‘The gaming room was to be completely revamped within a 48-hour timeframe, as we were only prepared to lose two days of trading on our gaming machines,’ said Ron. ‘Hence, the coordination and planning beforehand was critical; this was where Angela’s experience with other venues and tradespeople came to the fore. What we thought was going to be “mission impossible” – having the complete gaming room change done in two days – actually ran like clockwork and what was most enlightening was the immediate positive response from members. We hoped that in six weeks’ time the renovation of our bistro would be just

as smooth, as we planned on minimising clubhouse and bistro closures.’

Renovating the over 60-metre long bistro also proved to be the major focus for Angela’s redesign phase. ‘The length of the bistro had people likening it to a cafeteria; so this was clearly an area of the clubhouse that needed change. With the area being so long, a critical aspect during the process was how to make the area into a cosier dining atmosphere,’ said Ron. ‘Angela was able to change the look completely by using pendant lighting, blocked carpeted areas, bench couches and the provision of a retractable wall. The wall has been a feature of the refurbishment with the ability to block off the top end of our bistro for private functions whilst giving our diners a friendlier atmosphere.

‘Operating the business whilst revamping a 60-metre long area was considerably tougher than the gaming room renovation. It also involved the construction of a completely new 30-metre bar with brand new fittings and accessories, ensuring that it was more user-friendly for the bar staff.

‘During the refurbishment, this area was hidden by black plastic curtain whilst staff operated from a portable bar trolley. It wasn’t pleasing for our customers and members at all. Staying operational during this time was one of the most difficult aspects of the process. However, when finished, the

CoNvINCINg mEmBERS ThAT REmovINg ovER 230 PENNANT fLAgS WAS goINg To RESULT IN A moRE STREAmLINED AND SLEEk CLUBhoUSE WAS oNE of ThE ChALLENgES WE INITIALLy fACED DURINg ThE REfURBIShmENT PRoCESS

Portarlington Golf Club before its revamp.

Refurbishment works underway.




new-wave marble-top bar was the first “wow factor” that visitors noticed at the Clubhouse,’ said Ron.

‘We also had to close the bistro to patrons, as there were jackhammers, painters and tradespeople everywhere. The bistro remained closed for a total of eight days (midweek) over the course of two weeks, but looking back now, it was really only a minimal time to close for the long-term gain.

‘The bistro renovation did take longer than the expected two weeks, with Baresque wallpaper still sitting in Italy and furniture inexplicably lost in transit. It was imperative that we stuck to the design palette and waited for the correct materials to arrive rather than settle for a second-best short-term solution.’

The overall refurbishment was a 39-step process at Portarlington Golf Club, with the following major components to be completed:

• complete gaming room reconfiguration with roomier gaming machine banks, and new furniture such as coffee tables and ottomans

• new bar face, bar fridges, kickers and marble-top counter

• new carpets, tiles, paint, and curtains throughout

• new coffee waiter station at half-way point in bistro

• retractable bistro wall

• plasma screens and full digital technology

• ambient pendant lighting, including six designs to differentiate areas

• new staff uniform to complete the overall look.

The small inconveniences of the refurbishment process were quickly forgotten when the clubhouse was finished. A free function for all members was held at which the Club’s longest-serving member (over 60 years) officially christened the new-look clubhouse.

‘Many long-term members who were initially critical of the need for change quickly changed their minds when confronted with the refurbishment, and the overwhelmingly positive reaction from all 3142 members was really gratifying.’

The first argument that the refurbishment would mean losing the Club’s identity was never mentioned again and one of the reasons for this was the use of window film on the glass area between the gaming room and the bistro. The chosen design of the window film is a picture of the golf club’s signature 17th hole. Not only did the use of this design ‘bring the outdoors into the clubhouse’, it also Portarlington Golf Club after refurbishmnent.






iNtERioRS ANd ARChitECtURE

When considering your outdoor space this winter, temperature

control is an important consideration. By incorporating equipment that will keep patrons comfortable outdoors all year ‘round, you will increase capacity and revenue.

Celmec International has a range of heating and heated shade equipment that can be integrated into outdoor areas to create a comfortable space for your patrons. Whether it be alfresco dining, outdoor gaming or smokers’ break-outs, Celmec has a wide range of options to help you take control of the comfort level.

Celmec’s Heatray Heating range

includes low, medium and high intensity heating options in both gas-fired and electrically powered models. The gas-fired units are suitable for high to very high ceiling spaces, in a range of models, covering a floor area of 10 square metres – 180 square metres per unit depending on the model. The electrically powered units are water resistant and suitable for low and high ceiling spaces, covering a floor area of 2.5 square metres – 12 square metres per unit depending on the model. All systems are available with controls for zoning, and in some cases timers and sensors are also available to ensure ultimate efficiency.

For open areas, Heatray Umbrella Systems incorporating heating plus lighting, including multi-coloured LED lighting, are available. These structures come in a range of shapes, sizes and colour options, along with weather protection accessories.

oUtdooR comfort all year

Celmec provides a tailored solution for each client to ensure optimal control over the elements outdoors. Contact Celmec for further information or for a quote for your area, 1800 245 346, www.celmec.com.au

HEATRAY HEATING SOLUTIONS

www.celmec.com.au

Celmec’s Heatray range is specifically designed to provide outdoor heating for Clubs, Pubs & Restaurants

322118AE RHS_Celmec | 1809.indd 24 24/05/12 8:52 AM1809_Clubs & Pubs Winter 2012.indd 43 6/5/12 12:17 PM



maintained the Club’s identity with a picture of the course reminding patrons that Portarlington Golf Club is first and foremost that – a golf club – then an entertainment venue.

The most telling factor of the refurbishment has been an overall increase in revenue of 20 per cent in all aspects of the business. ‘The transformation has been incredible, and the figures have clearly shown it pays to make the changes,’ said Ron.

‘Angela from Tabcorp ticked all the boxes… sheer curtains, mood lighting, marble tabletops – every detail was covered and has resulted in Portarlington Golf Club being the favourite amongst locals in the community. Winning the CCAV Best Club Refurbishment 2011 was the icing on the cake.’ C&PM

Photographs by Sandra van Baar.

The Club’s identity was retained through design that incorporates a photograph of the golf course.





X • CLUBS AND PUBS MANAGER WINTER 2012

INTERIORS AND ARCHITECTURE

Big Red Shade Products (‘Big Red’) is a privately owned and operated business based in Carrum, Victoria. Big Red specialises in the design, engineering

and manufacture of shade structures, awnings and streetscape umbrellas.

Big Red is a major supplier of shade products to a diverse range of customers, including hospitality, local government, schools, childcare centres, and commercial and residential premises. We have supplied shade products to bars, cafés and restaurants throughout Victoria and beyond.

Some of our recent hospitality projects include:

• Birdcage Marquees, Flemington Racecourse, Victoria

• Elements Café, Mulgrave, Victoria

• Vivo Café Restaurant, Darling Harbour, New South Wales

• Re-set Café on St Kilda Road, Melbourne, Victoria

We can provide shade for your beer garden, outdoor areas, pavement dining area, patio or courtyard. Our specialty range

is Big Red ‘Alfresco’ umbrellas, which are available in a variety of sizes and colours, centre or side post, and multiple or single structures. In addition, we can incorporate heating, branding and side screens.

We also design and manufacture large hip and ridge shade structures, barrel-vault roofs and more.

BIG RED’S shady range

For an obligation-free consultation, and to make sure your ‘customers are covered’, talk to Big Red. See our advertisement below for contact details.

Cover your customers!

For more information or an obligation free consultation, contact Andy McGill: Big Red Shade Products Pty Ltd. 2 Leah Grove, Carrum Downs, VIC 3201 P: 03 9775 1171 F: 03 9775 1172 M: 0414 835 154 E: [email protected] W: www.bigredshadeproducts.com.au

Big Red Shade Products are specialty designers, fabricators and manufacturers of shade structures,

awnings and streetscape umbrellas.

Our umbrellas are especially suitable for hospitality applications including clubs, hotels, restaurants, cafes, resorts and sporting facilities.

MAJOR FEATURES:

• Large range of sizes and colours.

• Commercial quality, sturdy construction.

• Heating, lighting and side blind options.

• Logo and branding opportunities.

• Custom-design service available.

322113AE_Big Red Shade Sails |1809.indd 24 17/05/12 2:07 PM1809_Clubs & Pubs Winter 2012.indd 45 6/5/12 12:17 PM



Part of creating the right atmosphere is allowing your patrons to relax and participate in conversation. Acoustical design can play a big part and, in some

cases, will provide some speech privacy. The properties of the acoustical space will determine whether the room is reverberant or not, whether conversation is easy or not, whether music is dead or not, whether it creates a

comfortable atmosphere for your patrons, and many other characteristics.

In technical terms, sound is a compression wave that propagates from a source as disturbances in the ambient air pressure. Sound is not restricted to air and can travel in both liquids and solids and later manifest itself as noise far

LiStEN UP – acoustics for great atmosphereBY DR DAVID EAGER, ASSOCIATE PROFESSOR, FACULTY OF ENGINEERING AND INFORMATION TECHNOLOGY, UNIVERSITY OF TECHNOLOGY, SYDNEY

Acoustics is probably not the first thing that springs to mind when running a pub or a club. Nevertheless, appropriate acoustics is extremely important in creating the right atmosphere, and abiding by occupational health and safety laws.

Where you may have a band or loud music playing, you need an

acoustical barrier between this activity and quieter activities




away from the source. Examples of this include the music from the band area being heard in the dining area or at nearby residences.

What is good acoustical quality and how do you achieve this? The simple answer is to call on the services of an acoustical engineer, as acoustics is complicated and getting it right can make a huge difference to the quality of your venue. Preferably, you should engage someone who is a member of the Australian Acoustic Society to ensure you get someone with the right training and experience.

Different spaces require vastly different acoustical properties. For example, where you may have a band or loud music playing, you need an acoustical barrier between this activity and quieter activities to attenuate the sound propagation between these spaces or to the neighbourhood outside.

Acoustic attenuation is different to acoustic absorption. They commonly get confused with thermal properties where pink batts thermally insulate, but are acoustically absorptive. Acoustic absorption is used to control the reverberation time and hence the room acoustics. Acoustic engineers use techniques for absorbing, retaining and reinforcing sound

for better communication between patrons or better quality music heard by the audience. They achieve this by the appropriate use of reflective and absorptive surfaces within the room and venue.

The acoustic properties required in a dining area will be quite different to those required in the gaming area. In the dining area, you want a low background noise level so that

DIffERENT SPACES REqUIRE vASTLy DIffERENT ACoUSTICAL PRoPERTIES. foR ExAmPLE, WhERE yoU mAy hAvE A BAND oR LoUD mUSIC PLAyINg, yoU NEED AN ACoUSTICAL BARRIER BETWEEN ThIS ACTIvITy AND qUIETER ACTIvITIES

W ith every club or hotel renovation, there is a certain element that is crucial to the short- and long-term success of the project – lighting.

Lighting in hospitality environments has many roles, and is especially responsible for aiding the delivery of the overall ‘patron experience’. Patrons want to be immersed in a comfortable and vibrant atmosphere. The surroundings and resulting mood must be right, and venues have the power to manage this mood.

Using the newest technology lighting systems and an innovative approach to lighting design, Lightech Australia provides real solutions to manage the mood in hospitality environments. Call Lightech on 1800 950 888 for assistance with your next renovation or to book a free assessment of the lighting in your venue.

Setting the Mood

322114E RHS_Lightech Australia | 1809.indd 24 14/05/12 9:35 AM

freecall 1800 950 888 freefax 1800 982 005 www.lightech.com.au

fibre optic led lighting architectural entertainment

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set the mooddecorative lighting by


In the dining area, you want a low background noise level so that a conversation at a two-metre distance is possible without the need to raise one’s voice



a conversation at a two-metre distance is possible without the need to raise one’s voice. As a rule, restaurants are designed with a noise level around 45 dB(A) (an expression of the relative loudness of sounds in air as perceived by the human ear). It would not be uncommon for a gaming area to have a noise level exceeding 85 dB(A) where patrons have to raise their voices to conduct a conversation.

The acoustical properties can vary depending upon the number and density of patrons within a given space, as people act as acoustical absorbers. Where you require the acoustical properties to remain the same no matter how many people there are in the space, you will need to call on the services of an expert.

In quiet areas, noise from other areas can be quite intrusive and annoying. You may need to acoustically insulate noise from outside traffic, and even aeroplanes if you are under the flight path. The noise from the air-conditioning system can be good noise where it is used for masking, or bad noise when it is unwanted or the ducts act as a transmission path from a noisy area within your premise.

There are legal obligations related to noise, such as those associated with trading hours and the noise crossing your

property boundary. In most cases, you will need to meet both the requirement of the local council and government gaming regulators.

You also have legal obligations relating to your employees. You have a duty of care under the Work Health and Safety Act 2011 to ensure that a worker’s noise exposure at the workplace does not exceed certain levels. You might achieve this by limiting the exposure that an individual employee receives by rotating their duties to quieter areas during their workday. The fine imposed for a breach of the exposure standard for noise can be very costly for a business.

Always remember that finding the best acoustical conditions is normally a compromise. C&PM

David Eager is an Associate Professor at the University of Technology, Sydney. He has taught acoustics at the postgraduate level for more than 15 years. He is the author of several books on acoustics, including Dictionary of Acoustics and Noise Pollution ISBN 978-0-39-032556-3.



iNtERioRS ANd ARCHitECtUREinteriors and architecture

cLuBs AND PuBs ManaGer wiNter 2012 • X

Many venues avoid installing a playground for fear that it will be an expense requiring a large outlay with little return; however, those who

have taken the plunge are proving that a well-designed playground can pay for itself in a matter of months.

Playgrounds are a huge drawcard for families, and parents will drive past several venues to get to one with a playground. A playground can maintain and increase patronage to your venue, create new marketing opportunities and provide fewer lean periods during trading times – and in turn increase your profit. Not only will a playground bring more customers, but patrons are more relaxed when kids have somewhere to play, and relaxed patrons stay longer and spend more.

Nothing draws families to a venue like playground equipment, and the staff at Goplay Commercial Playgrounds has over 30 years of experience in helping customers throughout Australia and the Pacific region invest in play.

Goplay knows that every venue is different and that the best returns come from playground equipment designed

specifically for each venue’s individual needs. With a custom design service as standard, Goplay can guarantee that your playground will be a worthwhile, profitable addition to your venue.

ProFit FroM PLaY

To take advantage of Goplay’s free Australia-wide design and quotation service, call (03) 9308 1800 or visit www.goplay.net.au.

322116AE RHS_GoPlay | 1809.indd 24 22/05/12 10:12 AM1809_Clubs & Pubs Winter 2012.indd 49 6/5/12 12:17 PM



Did you know that the inside of your club or pub is host to some 107 dangerous gases, better known as volatile organic compounds (VOCs)? Were these the patrons you had in mind?

Many clubs, pubs and bars have sealed windows and sealed electronic doors to keep the air-conditioning consistent. According to

scientific research, this also locks in 107 dangerous airborne gases. Add to this an array of ornaments and fake plants that, instead of beautifying your interior design, are quietly polluting the indoor air 24/7. The good news is that plants and soil will absorb the toxins, process them and deliver the gases back as healthy oxygen.

Live indoor plants look better, cost less and quietly purify and revitalise the air in gaming rooms, dining areas, lounges, or on terrace areas. The correct plants enhance the atmosphere of a venue to encourage patronage; they can improve employee satisfaction and health, and the overall aesthetics of the building.

As in all Australian states, there are many qualified interior plantscapers in Victoria, including accredited professionals who have met industry benchmark standards of technical and professional expertise, and who can assist club and pub managers to develop their own internal plantscape design with specifications for the correct plant species. You will find a complete list of experts in Victoria at the Interior Plantscape Association website: www.ipa.asn.au.

improve your boTTom line

Indoor plants can improve your bottom line because they:

• improve employee productivity and performance

• reduce indoor air pollution in clubs, pubs and bars

• reduce employee sick leave

• lower stress and negative feelings of staff and patrons

• improve your club or pub image with patrons and potential patrons

• enhance the beauty of your gaming rooms, dining areas, lounges and terrace areas

• contribute to fulfilling at least 75 per cent of Indoor Environmental Quality (IEQ) Criteria.

AN ExtREME green makeover with live

indoor plantsBY MARCIA-GRACE BYRIEL (HMAQ) ON BEHALF OF THE INTERIOR

PLANTSCAPE ASSOCIATION

RESEARCh hAS PRovEN ThAT SICk LEAvE ABSENCES CAN DECLINE By ovER 60 PER CENT foLLoWINg ThE INTRoDUCTIoN of LIvE INDooR PLANTS




Indoor air quality in clubs and pubs is a worldwide health concern. Urban air pollution in Melbourne alone causes hundreds of deaths per year, and most people spend 90 per cent of their time indoors, where air is generally more polluted than outdoors. Research has proven that sick leave absences can decline by over 60 per cent following the introduction of live indoor plants. With plants present, better performance has been recorded on test computer tasks, card-sorting jobs and creative thinking tests. These tasks are similar in performance to those applied to the use of gaming machines. In other studies, reductions have been found in pain perception, anxiety, depression and feelings of hostility. For clubs and pubs it is not just the employees that bring their emotions to the club or pub you manage, but the gaming and drinking patrons as well. Indoor potted plants absorb and degrade all types of air pollution, and are self-regulating in operation.

Who do you call?

The Interior Plantscape Association’s Victorian members can provide club and pub managers with cost-benefit analyses for using indoor plants, showing that the savings will more than cover the costs. Additionally, the Association’s Patron, The Container Connection, supplies Australian-made eco-specified planter products; sub-irrigated, recyclable and guaranteed for 10 years, to meet your progressive environmental policies. The Container Connection products meet 21st century needs that your interior fittings are portable, flexible, beautiful, useful and effective.

It is expected that, in the future, along with normal fittings, indoor plants will be all of these things – utilised as a portable, flexible, beautiful, useful, effective – and a relatively low-cost – standard installation to improve indoor environmental quality. Hence the Green Star ratings from the Green Building Council of Australia for building designs that include indoor plant installations.

indoor environmenTal

qualiTy

If someone in your club or pub suffers from eye, nose, throat or skin irritation; mental fatigue; headaches; nausea; dizziness; sinus congestion; coughing; hoarseness; wheezing or itching, they may have fallen victim to Sick Building Syndrome.

The phrase ‘Sick Building Syndrome’ was coined by NASA scientists in the 1970s in reference to a group

of building-associated health problems. The rise in these has been attributed to changes in building design and construction, which began in the late 1970s to save energy following the world oil shortage. Over the intervening period, clubs and pubs, through improved manufacturing and design processes, became more tightly sealed and did not provide proper natural ventilation.

The Australian building industry has also increased the use of synthetic building materials and furnishings. Materials utilised in building and remodelling, such as pressed wood, particle board, carpeting, laminated flooring and permanent press fabrics, contain chemicals that can irritate your lungs, including formaldehyde. It is a fact that emissions of formaldehyde are highest when products are new.

Thirty years on from the NASA studies, Australian organisations such as the Green Building Council of Australia, industry associations such as the Interior Plantscape Association, and research arms of institutions such as the University of Technology, Sydney, are all working together to bring about the reversal of these design and construction trends. These and many other agencies around the world rarely refer to Sick Building Syndrome, but prefer to talk about indoor environmental quality in the 21st century.




mosT people Work, Game, drink

and relax in These ‘sick buildinGs’

With over 16 million Australians spending about 90 per cent of their time indoors, and internationally acknowledged agencies such as the United States Environmental Protection Agency rating indoor air pollution among the top five of the world’s environmental health risks, it is no wonder that scientific research focuses on ways to clean indoor air.

It is often the case that emissions of air pollutants are highest when products are new. When you have new carpet laid, or introduce new furniture, drapes, or undertake any remodelling using paints, glues and solvents in your club or pub, open up your windows and doors and, where possible, run exhaust fans for the first week. Increased ventilation, in time, will reduce humidity and assist in the reduction of formaldehyde levels.

The CSIRO and National Health and Medical Research Council of Australia discovered that commercial furniture found in clubs and pubs emits vastly more than the maximum specified levels of formaldehyde per day. Formaldehyde is a known human carcinogen.

Pollutants and sources of indoor air pollution include asbestos, biological pollutants, carbon monoxide, formaldehyde/pressed wood products, cleaning and maintenance, lead, nitrogen dioxide, pesticides, radon, respirable particles, second-hand smoke/environmental tobacco smoke, stoves, heaters, fireplaces and chimneys. Does your club or pub have carcinogenic chlorinated hydrocarbon pesticides in it?

The mosT enerGy efficienT air-

cleaninG device is The poTTed

planT

Cleaning the air is often associated with air cleaning devices. The effectiveness of air cleaning devices depends on how well they collect and remove pollutants from the indoor air. Of course, the other air-cleaning device is both energy efficient and was pioneered in the United States of America by NASA – indoor potted plants. Nearly two

decades of NASA tests reveal that living, green and flowering plants clean pollutants from the air and can make your club or pub healthier. The NASA tests prove that many frequently used indoor plants reduce certain toxic chemicals in the air dramatically – by up to 90 per cent. The same tests have also proven that indoor plants are effective as air cleaners.

Indoor plants are cheaper in use when compared to powerful air filter systems. They offer flexibility in the selection of their location and, if necessary, can be relocated. Potted plants are environmentally friendly, offer aesthetic stimulants to people in the rooms and they do not cause acoustic problems.

Each indoor potted plant consumes as little as one litre of water per week.

With rising water costs affecting so many areas of Australia, it is good to know that you can water two or three indoor plants for two weeks with the same amount of water that is wasted when one cleans their teeth once.

Indoor plants are a win-win for club, pub and terrace areas because the average indoor plant remains healthy by consuming as little as 2.07 litres of water per fortnight. Add to that the continuously growing body of international research indicating that indoor plants improve indoor air quality, and in turn, human health and wellbeing.

The question that is often asked regarding indoor plants and air pollution is; ‘How many plants are needed to clean the air and which varieties are best?’ Good question! The only reasonable answer is ‘as many as is practical, commensurate with good design and, as variety is the spice of life, use different varieties.’ If you are stalling on greening your great indoors because of a lack of know-how, why not hire the local interior plantscaper to supply and maintain your indoor potted plants? Framed plant photos and fake plastic and silk plants cannot replace live, healthy indoor plants. As world-renowned Australian scientist Dr Ronald Wood said in 2002, ‘Plants clean, plant-shaped ornaments pollute.’ C&PM

For more information visit the Interior Plantscape Association’s website at www.ipa.asn.au


mix with the best?Does your Club

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Schweppes Australia can provide your Club with a complete suite of ON PREMISE support including:

Why Mix with Schweppes?

For your Schweppes State Representative, please contact:NSW/ACT – Fred Jones 0428 122 510QLD – Jamie Kennedy 0437 437 476VIC/TAS – Ben Koetsier 0437 437 542

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food ANd BEvERAGES

MENUS foR ‘vEGiE HEAdS’Renowned food blogger, cooking teacher and owner of Vegie Head website, Adele McConnell-Cummins has been developing mouth-watering vegetarian recipes for over four years. Here she shares her tips on how to create a great vegetarian and vegan menu.

There is a common misconception that vegetarians and vegans miss out when dining out. This is a myth that I am happy to debunk! It is,

however, hard visiting restaurants and pubs that don’t specifically cater for us.

As much as we love the obligatory pasta with vegetable Napolitano sauce, vegetarian lasagna, and vegie burgers, sometimes we want a little more. I personally love it when the chefs are happy to whip up something special, and am deeply appreciative when they do so; however, there is not always time in a busy kitchen.

The vegetarian and vegan population is growing rapidly, and as a restaurant owner/manager you won’t want to miss out. In the United States, 57 per cent of all restaurant-goers said they sometimes, often, or always order a vegetarian or vegan item when dining out (Zogby International), and here in Victoria, the vegetarian movement is becoming more widespread everyday. More and more people are opting for vegetarian options for health, environmental and animal welfare reasons. The recent and hugely successful I Love Vegans festival, on 28 April and 29 April in St Kilda, was a testament to the growing popularity of vegetarian and vegan diet choices in Victoria.

As a long-term ‘vegie head’, I have become extremely creative in the kitchen, using fruits, vegetables, beans and grains that make even the most hardcore meat-eater drool. There are a few tricks to doing this successfully.

use fresh and, Where possible, orGanic produce

There is no point rummaging in the bottom of the large fridges for the zucchinis that have gone to mush. Invest in fresh produce, and choose vegetables and fruit with firm, shiny (unwaxed) skin that are also in season. This takes me to the next point.

choose seasonal fruiTs and veGeTables

Seasonal fruit is always best; it’s cheaper, has most likely been grown locally, and is at its nutritional peak. It also tastes better, and is better for our bodies. In winter, there are some amazing choices available, including Jerusalem artichokes, broccoli, beetroot, cabbage, carrots, cauliflower, celery, leeks, onions, parsnips, pumpkin, potatoes, silverbeet, spinach and turnips, to give a very small sample.

play WiTh fresh herbs and spices

Don’t be afraid to try something new! Add a cup of parsley to a pasta dish, fresh coriander to a curry, a pinch of smoky paprika to a vegie soup, or even a pinch of chili to a vegan chocolate dish! These can impart incredible flavours that won’t go to waste on a vegan’s tastebuds.

shoW your True colours!

We eat with our eyes first. If it looks good, it’s most likely going to taste good. Use every coloured fruit and vegetable you can. Toss pomegranate seeds through a green salad, add roasted pumpkin to a pizza, and red and green capsicum through a rice dish. The possibilities only stretch as far as your imagination.



food ANd BEvERAGES

For more information about Adele’s recipes and cooking tips visit www.vegiehead.com

WinTer menus

There is nothing better than a bowl of steaming soup on a cold night, a spicy curry over rice, a delicious bowl of pasta with fresh basil pesto or even a Thai green curry. All of these appear readily on restaurant menus and can easily be made vegetarian and vegan-friendly. Simply:

• Use vegetable stock, or vegan chicken stock if need be; all Massel stocks are vegan.

• Make your own Thai green curry paste! Not only does it taste better, it’s fresher, can be stored in the freezer, and can be made shrimp-free.

• Instead of cream in dishes, try using a spoonful of coconut cream. In a curry, this is an easy and delicious swap to make.

• Fill up the dishes with vegetables. Not everything needs to have tofu in it. Most vegetarians/vegans will appreciate a hearty, healthy vegetable-filled dish.

don’T forGeT desserT!

There are many ways to make a cake vegan. Simply use an egg replacer – flax seeds or chia seeds – instead of eggs. Use almond or soy milk instead of dairy. Use vegan butter or oil instead of butter. And sometimes, the simplest things taste the best. A vegan apple crumble usually hits the spot, made with tahini in place of butter, and served with soy yoghurt. C&PM

Vegan apple crumble

SEASoNAL fRUIT IS ALWAyS BEST; IT’S ChEAPER, hAS moST LIkELy BEEN gRoWN LoCALLy, AND IS AT ITS NUTRITIoNAL PEAk

If your food looks this good,shouldn’t your menus?

[email protected] (03) 9523 6026

Untitled-2 1 17/05/12 2:13 PM



food ANd BEvERAGES

Food and beverages are increasingly becoming more important to the bottom line of club and pub operations. Keeping patrons on the premises and giving them good reason to return is increasingly attributed to a venue’s food and beverage offerings. Improving kitchen skills and smart menus that keep it fresh, interesting and new are all part of that. Maintaining quality and consistency with food and moving with the culinary times ensures that venues are relevant to their customers and best positioned for repeat custom and word-of-mouth endorsement.

CoMPEtitioNS give food service the edge

One food industry organisation that has been mindful of the need for chefs to be exposed to new thinking, culinary inspiration, technique application

and menu development is Avocados Australia.

For the past three years, the industry body that represents the nation’s avocado growers has conducted finely tuned Avocado Masterclasses with various sectors within the food service industry to shift the outdated and atrophied thinking on avocado use.

Recently, the Melbourne Hilton on the Park hosted an Avocado Masterclass for chefs from Melbourne’s premium hotels.

Moderated by Kate McGhie, Herald Sun food pages legend, Chef and Chief Judge at Restaurant & Catering, the afternoon saw colleagues and friends celebrate and discover what the Aztecs called ‘the fertility fruit’. Executive Chef Heshan Peiris lent his culinary cleverness to showcase the versatility and appeal of Australian avocados through his globally inspired dishes. The dishes covered finger food, entrees, mains and dessert that would be used in a hotel of that size for functions, banqueting, café and fine dining applications.

Mooney Mooney Club– finished

avocado and yabby savarin, micro herbs with a pickled fennel

and champagne vinaigarette


In early June, Chef and owner Daniel Wilson at Huxtable restaurant in Fitzroy took up the culinary cudgel and let rip with a range of innovative and exciting dishes for an Avocado Masterclass lunch for restaurant chefs. Both events saw quite different dishes and styles matched with Katnook Estate wines.

Post-event research and follow-up questionnaires by the Masterclass organisers has found that putting chefs to the test has proven to awaken their senses and refocus their thinking about using avocados. As a direct consequence, chefs have been re-thinking dishes and flavour combinations that reinvigorate classic dishes and provide thought-provoking and satisfying new dishes.

The National Chef’s Table for club chefs has always been a competition that has tested the mettle of chefs and helped lift the skill level of back-of-house teams. There has been a hiatus in its running since 2011, when the winners were the Melbourne Cricket Club (Blair Humphrey and Adriano Biondi), who were the contract caterers through Epicure.


food ANd BEvERAGES

ThIS yEAR, 24 of ThE BEST AND BRIghTEST CULINARy STARS fRom CLUB kITChENS ACRoSS NEW SoUTh WALES ComPETITIvELy RATTLED PANS To gET To ThE fINAL 12.

City Tattersalls Club – twice-

cooked Berkshire pork belly with

Alaskan king crab

National Chef’ s Table VIC

Mooney Mooney Club – avocado and yabby savarin, micro herbs with a pickled fennel and champagne vinaigarette



food ANd BEvERAGES

New South Wales originated and continues to run a successful state Chef’s Table competition, where two cooks of any level working for one of the 1400 New South Wales clubs must create an innovative three-course menu using key specified items, with a total food ingredient cost of $18 per person, excluding GST.

This year, 24 of the best and brightest culinary stars from club kitchens across New South Wales competitively rattled pans to get to the final 12.

One of the mandatory key ingredients was Australian avocados. Tricky for some, who were locked in the guacamole, salad and pita wrap zone, but certainly easier for those who had attended the Melbourne, Sydney and Brisbane Avocado Masterclasses. And easier still for those who had made use of the avocado masterbooks that came with each masterclass – and were updated each year.

The finalist teams displayed excellence when charged with creating a menu within the given budget that incorporated

avocado as key ingredient in one of the dishes. These menus were then judged according to dish preparation, presentation and, of course, taste, at a series of events held at each finalist club around the state.

Through its dedicated food service program, Avocados Australia has endeavored to inspire the creative fires of chefs by facilitating a touring educational program that

aims to raise awareness of the versatility and appeal of avocados as an ingredient in a broad range of dishes. The Australian Avocados Masterclass program debuted two years ago at Sydney’s Canterbury League Club – a finalist in this year’s Chef’s Table – and has maintained a strong club presence since.

Interestingly, 50 per cent of this year’s finalist teams chose to incorporate avocado into their

dessert course, indicating that chefs’ – and subsequently their clientele’s – perceptions about where avocado fits on a menu are changing. There was a ‘green’ spin on a classic dessert with a blancmange of avocado served with double cream and mango gelée, lemon and chocolate ganache,

INTERESTINgLy, 50 PER CENT of ThIS yEAR’S fINALIST TEAmS ChoSE To INCoRPoRATE AvoCADo INTo ThEIR DESSERT CoURSE

National Chefs Table VIC Winners with Head Judge



Jim Beam Australia

ContaCt your CoCa-Cola amatil Business Development rep or Call 13CoKe for more information or to plaCe an orDer. www.myCCa.Com.au



food ANd BEvERAGES

shortbread pastry and raspberry sauce. Then there was a South-East Asian-influenced third course that comprised a frozen avocado soufflé with mango mousse and sago almond pudding. A sweet ‘trilogy of avocado’ was another ode to the key ingredient – avocado ice cream in a tuile cone, avocado and dark chocolate tart with avocado and lime marshmallow. And a finalist golf club dish came in the form of a baked avocado, lime and Oreo cheesecake served with a roasted banana ice cream, which was declared by an Australian Avocados representative as the best cheesecake of any sort he had ever tasted.

Avocado panna cotta was a popular choice among this year’s finalists, with three of the twelve finalist teams incorporating their own version into their menus, including a savoury avocado and sweet corn panna cotta that was served alongside twice-cooked Berkshire pork belly and Alaskan crab.

There are few fresh ingredients that can make the transition between sweet and savoury as well as entrée, mains and desserts as seamlessly as avocado. This was clearly evident in a competing dish that paired avocado and goat’s cheese with crumbed prawns and pomegranate to start, with an avocado, white chocolate and rhubarb dessert to finish.

A demonstration of the adaptability and evolution of the avocado as an ingredient could be seen in another entrée: a refreshing seafood dish of an avocado cream-filled cigar with beetroot and ocean trout, served with baby beetroot, green asparagus and salmon roe. The team’s menu gave an innovative twist to its main that featured avocado in a main dish paired with red meat: sous vide milk-fed lamb back strap with avocado mousse, pithivier of milk-fed lamb shoulder, eggplant crisps and piquillo pepper dressing. The creaminess of an avocado is a perfect complement to red meats or pork, while its natural fresh flavour cuts through the richness of protein.

Competition, expecting the unexpected and challenging the status quo, gives chefs and cooking teams the edge. Using avocados in applications outside the culinary square gives menus the edge. C&PM

For more information on the Avocado Masterclass, email [email protected] or phone 0458 900 252.All images in this article by Olivier Björksäter-Bleylock.

Manly Golf Club – baked avocado, lime and Oreo cheesecake, served with a roasted banana ice cream




food ANd BEvERAGES

The arguments often proceed as follows: ‘We’ve got to do it ourselves because handmade in-house food tastes better.’ The reality is that there are

many pre-made, pre-cut or portion-controlled products on the market that are of equal or higher standard than what you can consistently produce in-house.

‘My apprentices won’t learn anything if I buy my meats portion-controlled.’ It is frustrating to many chefs that the skills of butchering, baking, et cetera, seem to be dying arts within commercial kitchens. Commercial reality has meant that the erosion of profit margins and the lack of staff – skilled or otherwise – has presented business opportunities for companies that can produce product lines that are competitively priced for the food service market.

‘The customers expect that we do everything ourselves.’ Generally, customers are more interested in the consistency of your service and product. If they cannot tell the difference between in-house and bought-in produce, it should come down to what is the best business decision.

And lastly, the number one response: ‘I’m selling out if I buy it in. My integrity is being compromised if I buy it in.’ If you’re happy to work for free, go right ahead.

a feW Weeks aGo i Was TalkinG To

a chef Who Was makinG cakes for

his bisTro. i asked him Why. i GoT

The usual ansWers:

• It’s cheaper.

• The customers expect us to make it.

• We’ve got to do it ourselves because it tastes better.

• I won’t be able to teach my staff how to make it.

• I’m selling out if I buy it in.

I understand his arguments, but in this type of analysis, all the costs of each alternative must be calculated and other factors should be considered before the decision is made.

i Then ask him:

• Have you costed the production and purchase of each cake?

• Does every chocolate cake you make taste the same every time?

• Do you burn or waste any of the cakes you make before the customer sees them?

• What is the customer looking for when buying a piece of cake?

• How hard is it to produce the cakes in your kitchen?

• Are you set up to make cakes in your kitchen?

to MAkE oR BUyBY ANDREW BRIESE, CEO, COOkING THE BOOkS

I come across many chefs who find it difficult to be objective when deciding if they should prepare or make an item in-house, or buy it in ready-made.

If ThEy CANNoT TELL ThE DIffERENCE BETWEEN IN-hoUSE AND BoUghT-IN PRoDUCE, IT ShoULD ComE DoWN To WhAT IS ThE BEST BUSINESS DECISIoN.



food ANd BEvERAGES

Answering the above questions will help you to decide whether to make an item in-house or buy it in already made, which many chefs find hard. In the age of financially responsible chefs, the decision made should be the best one for the business. Let’s have a look at the finances.

What we are trying to do in this type of yield test is to remove the emotion from the decision of whether to make or buy. A financially responsible chef would do this yield testing for all products that they wish to make and then make a financially responsible decision. As we all know, it’s not just about cooking, it’s about money, too. C&PM

Both cakes have the same kitchen revenue

The labour for the cakes is different. We have to find the time to make and serve the ‘make’ whereas the ‘buy’ only involves the serve labour.

Here is the most interesting fact:

The food cost percentage for the ‘make’ with labour is high, at 52.96 per cent, whereas the ‘buy’ is low at 45.94 per cent. Why? Because the ‘make’ food cost is low but it has a high labour cost - the opposite to the ‘buy’.

The best decision for the business is the ‘buy’.

The total cost of the ‘make’ is half the cost of the ‘buy’.

The food cost percentage is acceptable at 29.95 per cent for the ‘make’ whereas the ‘buy’ is extremely high at 48.05 per cent. This would make most chefs end this comparison process.



food ANd BEvERAGES

Winter may bring an end to the abundance of tropical fruits in Australia, but it is also a time when citrus fruits are plentiful and juicy.

2010 Diageo Reserve ‘World Class Bartender of the Year,’ Adam Brewer, has developed six delicious new cocktails, with mandarin juice as the key ingredient, introducing a unique new flavour to the Australian market.

‘The delicious and fragrant mandarin perfectly complements white sprits and champagnes to produce sweet, succulent, seductive cocktails,’ Mr Brewer said.

He said that winter drinks tend to be heavier concoctions, but that sweet mandarins can produce a lighter and more refreshing drink.

Neilsen research conducted in 2010 has revealed that Australian mandarins are now one of our top three favourite fruits, just behind apples and bananas.

Due to the increased popularity of mandarins, bartenders across Australia will no doubt be using the fruit in their colourful concoctions to create the ‘must’ drink for the winter season.

Citrus Australia’s Chief Executive Officer, Judith Damiani, said Australian mandarins are generally in stores from April through to October, with new seedless varieties emerging as an increasingly popular option.

‘The majority of mandarins are grown in Queensland, with a variety of fruit also available from Australia’s southern regions,’ Ms Damiani said.

‘Australians are certainly fortunate to have such delicious fruit grown in their backyard, and it’s wonderful to see mandarins’ usage extending beyond original purposes.’

CitRUS foR winter’s

HottESt cocktailsWhen the last of the warm evenings disappear and winter has truly set in, patrons might opt for a whisky or full-bodied red rather than a fruity cocktail. But cocktails can hold their own as winter drinks too, and venues needn’t spend big on imported out-of-season summer fruits to make them.

ThERE’S SomEThINg SExy AND ExoTIC ABoUT AUSTRALIAN-gRoWN BLooD oRANgES AND ThEy ALWAyS ADD A DISTINCTIvE ELEmENT To A CoCkTAIL ThAT fEW oThER fRUITS CAN



food ANd BEvERAGES

Another citrus fruit with a flavour largely unique to cocktails is the blood orange, which many bar tenders across the country are working with to develop a cocktail for the winter.

Mr Brewer said Australian-grown blood oranges are the ideal fruit around which to develop a range of unique cocktails, with their sweet flavour adding an appealing twist.

‘There’s something sexy and exotic about Australian-grown blood oranges and they always add a distinctive element to a cocktail that few other fruits can,’ Mr Brewer said.

‘The delicious citrus fruit blends perfectly with vodka, gin and even scotch whisky to create deliciously seductive cocktails that appeal to a range of tastes.’

Mr Brewer said the colour of blood oranges generally varies from deep crimson to almost black, ensuring each cocktail has its own ‘signature.’

‘Blood oranges are fantastic to work with in both flavour and appearance and I look forward to seeing this season’s wonderful colour palate,’ he said.

‘In addition to blood oranges, more traditional orange varieties such as valencias and navels are also fantastic cocktail ingredients and look set to once again be a very popular ingredient this year.’

Ms Damiani said that although Australian-grown blood oranges are only available from August to October, quality is expected to be outstanding, keeping for up to three weeks in the fridge.

‘Australian-grown blood oranges are certainly emerging as a popular gourmet ingredient, not only in cocktails, but also in salads and desserts,’ Ms Damiani said.

‘As well as differences in appearance, blood oranges have a raspberry-like flavour in addition to the usual citrus notes, making them a truly unique fruit.’ C&PM



food ANd BEvERAGES

When designing their wine lists, many restaurateurs look to award-winning wines. This year’s Sydney International Wine Competition

reveals that choosing wines for their compatibility with food is more important than ever. The 2012 results indicate that lighter-bodied wines can compete with fuller flavours when accompanied by food.

For the second year running, a lighter-bodied dry red from New Zealand’s Hawkes Bay has dominated proceedings at the Sydney International Wine Competition, with the Trinity Hill 2010 Gimblett Gravels Syrah taking out three trophies in the 2012 Finals Judging, beside appropriate food:

• Perpetual Trophy for Best Lighter-Bodied Dry Red Table Wine.

• Mark de Havilland Trophy for Best Red Wine of Competition.

• Joy Lake Memorial Championship Trophy for Best Wine of Competition.

What’s more, a lighter-bodied dry white also figured prominently on the podium, with the Coolangatta Estate 2006 Semillon, from Shoalhaven on the New South Wales south coast, awarded two trophies:

• Ernie Hunter Memorial Trophy for Best Lighter-Bodied Dry White Table Wine.

• The Wine Society (Australia) Perpetual Trophy for Best White Wine of Competition.

The success of these lighter- and medium-bodied wines didn’t surprise the Competition’s Chairman of Judges, Kym Milne MW.

‘Judging the wines in combination with appropriately weighted food clearly changes the dynamics of the exercise,’ he said.

‘Instead of being seduced by the power and richness of the bigger wines, as sometimes can happen when wines are judged in purely varietal classes, these high-quality lighter-bodied wines can compete on their own terms with more subtle dishes and, indeed, show themselves in many cases to be superior food wines with such dishes.

‘And, surely, compatibility with food is really at the very heart of enjoying wine.

‘We must be sure that these wines are adequately represented when we sit down at the judging table and start using a knife and fork.’

The runner-up to the top wine was another shiraz, this time from McLaren Vale – the Penny’s Hill 2010

LiGHtER-BodiEd wiNES iN favour for 2012

Winner of three trophies, Trinity Hill 2010 Gimblett Gravels Syrah



food ANd BEvERAGES

Cracking Black Shiraz, which won the Perpetual Trophy for Runner Up to Best Wine of Competition and the Kemenys Perpetual Trophy for Best Fuller-Bodied Dry Red Table Wine.

The Wine Society Perpetual Trophy for Most Successful Entrant in the Competition was won by Marlborough’s Saint Clair Family Estate.

One interesting aspect to come out of the 2012 Competition was the rise of vermentino, an Italian white variety increasingly finding favour with Australian winemakers. Two wines made from vermentino made it into the Top 100.

The judging of wine alongside food makes the Sydney International Wine Competition, now in its 31st year, unique.

‘This isn’t a show staged principally for the benefit of winemakers,’ said the Competition’s convener, Warren Mason.

‘It’s a show designed for the benefit of consumers. Our website points consumers to the best wines in specific categories so that they can maximise the pleasure they get from creating harmonious food-wine matches.’

As usual, entries for the 2012 Competition were capped at 2000, with 400 graduating to the second-phase judging alongside food. From these, 200 are awarded Blue-Gold Awards and, of these, 100 are given the Top 100 rating. Then there is the selection of the trophy winners. C&PM

IT’S A ShoW DESIgNED foR ThE BENEfIT of CoNSUmERS. oUR WEBSITE PoINTS CoNSUmERS To ThE BEST WINES IN SPECIfIC CATEgoRIES So ThAT ThEy CAN mAxImISE ThE PLEASURE ThEy gET fRom CREATINg hARmoNIoUS fooD-WINE mATChES

Joy Lake Memorial Championship Trophy Best Wine of Competition Trinity hill Gimblett Gravels syrah 2010

Perpetual Trophy - Runner Up Best Wine of Competition penny’s hill cracking black shiraz 2010

Mark de Havilland Memorial Trophy Best Red Wine of Competition Trinity hill Gimblett Gravels syrah 2010

The Wine Society (Australia) Perpetual Trophy Best White Wine of Competition coolangatta estate semillon 2006

The John Marris Perpetual Trophy Non-Australasian Wine of Outstanding Quality farnese vini – montepulciano d’abruzzo docG colline Terramane 2007

Chairman of Judges Perpetual Trophy Wine of Outstanding Quality – Personal Selection (other than Best Wine of Competition/Runner Up) delatite late harvest riesling 2009

Ted Radke Perpetual Trophy Best Wine Made from a Lesser Recognised Grape Variety saint clair pioneer block 5 bull block Grüner veltliner 2011

The Wine Society Perpetual Trophy Most Successful Entrant of Competition saint clair family estate

Perpetual TrophyBest Australian Sparkling Wine deviation road methode champenoise 2009

Kemenys Perpetual Trophy Best Value Dry White Table Wine lawson’s dry hills riesling 2008

Kemenys Perpetual Trophy Best Value Dry Red Table Wine basilisk shiraz mourvèdre 2010

Lanson International Diffusion Perpetual Trophy Best Sparkling Wine nautilus estate marlborough brut cuvée nv

John Ryan Memorial Perpetual Trophy Best Aromatic Wine lawson’s dry hills riesling 2008

Perpetual Trophy Best Sauvignon Blanc Wine richmond plains nelson sauvignon blanc 2011

Ernie Hunter Memorial Trophy Best Lighter Bodied Dry White Table Wine coolangatta estate semillon 2006

Schenker Australia Pty Ltd Perpetual Trophy Best Medium Bodied Dry White Table Wine Warner Glen estate chardonnay 2010

Perpetual Trophy Best Fuller Bodied Dry White Table Wine mistletoe reserve chardonnay 2009

Perpetual Trophy Best Rosé Wine lawson’s dry hills pinot rosé 2011

J F Hillebrand New Zealand Ltd Perpetual Trophy Best Pinot Noir Wine bald hills central otago single vineyard pinot noir 2009

Perpetual Trophy Best Lighter Bodied Dry Red Table Wine Trinity hill Gimblett Gravels syrah 2010

Fesq & Company Perpetual Trophy Best Medium Bodied Dry Red Table Wine palmer Wines shiraz 2007

Kemenys Perpetual Trophy Best Fuller Bodied Dry Red Table Wine penny’s hill cracking black shiraz 2010

Myra Lehmann Perpetual Trophy Best Dessert Wine Gramp’s botrytis semillon 2008

R L Buller & Son Perpetual Trophy Best Fortified Wine morris old premium liqueur Tokay nv

SydNEy International Wine Competition 2012

trophy winners



CoMMUNity

Whilst the Cardinia Club has only been around for 16 years, its place within the local community and the community contribution it makes each year is greater than its short history. The Club’s Connecting with the Community program sets a best-practice example of community engagement for many other clubs around Victoria.

Not-foR-PRofit CLUB RAiSiNG tHE BAR

PAkENhAm RACINg CLUB hAS BEEN AT ThE foREfRoNT of mANy ADvANCES WIThIN ThE RACINg INDUSTRy, INCLUDINg ThE fIRST RACE mEETINg IN AUSTRALIA IN WhICh DECImAL CURRENCy WAS USED



322478A RHS_Customers ATM | 1809 HIGHRES.pdf 1 24/05/12 11:18 AM



CoMMUNity

The cardinia club is part of the pakenham Racing Club, which has been involved in the community since 1875, when the Bourke family, as

the original owners of the Race Club and Cardinia Club land, held annual races on what was known as ‘Bourke’s Paddock’.

Renowned for being progressive, Pakenham Racing Club has been at the forefront of many advances within the racing industry, including the first race meeting in Australia in which decimal currency was used, and undertaking experimental filming for colour television at a Pakenham race meeting on 15 June 1967. Only a select few witnessed the scene where the cameraman focused his camera on a woman admiring some flowers. Officially, colour television didn’t reach Victoria until 1 March 1975.

The Cardinia Club has also been recognised by industry groups such as Clubs Victoria and Community Clubs Association of Victoria (CCAV), winning numerous awards, including Best Bistro, Best Gaming Room, Club of Year Metropolitan two years in a row, and Club Management, which recognised the Cardinia Club for its industry best practice club management and corporate governance.

While these awards recognise the Club’s achievements, the Club is most proud of its community involvement and support throughout its 137-year history. Over this time, the Pakenham Racing Club and Cardinia Club has had a long tradition of supporting the local community, including hosting the annual Pakenham Show, Yakerboo Festival, Pakenham Picnic Racing Club meetings, Pakenham Auto Club, Australian Hot Rod Show, Cardinia Combined Churches Antique Fair, and numerous other local events. Many local community groups and charities have been given strong financial support by the Club over the years, including the public hall, recreation reserve and local hospital.

IN 2007, ThE CommITTEE SoUghT To foRmALISE AND ExPAND ITS CommUNITy SUPPoRT AND INvoLvEmENT, AND AS SUCh, ESTABLIShED ThE CoNNECTINg WITh ThE CommUNITy PRogRAm.

Gaming Operations Manager Brad Ford presenting a cheque to the Packenham Pumas Baseball Club.

Mr Ford and Committee Member Rob Carroll with Packenham Golf Club vetern member.



CoMMUNity

In 2007, the Committee sought to formalise and expand its community support and involvement, and as such, established the Connecting with the Community program. The Program is available to everyone within the local community via a formal application process through the Club, or its website (www.cardiniaclub.com.au).

The program has a formal charter and its main aim is to allow any local community group, club, charity or individual to apply for funding. The sub-committee makes recommendations for support and funding donations within the community and is charged with the role of ensuring that support is delivered to our local community via sponsorship, funding and donations to community groups. The sub-committee meets once a month to review all applications, and since the introduction of the program, the Club has received and approved over 320 applications from the local community and donated over $261,000. The program

is financially supported by the Club and this has allowed the Club to significantly increase its financial support and donations to the Community.

The Community groups and individuals that have benefited from the Connecting with the Community program include Riding for the Disabled, Lions Club, St. Vincent De Paul, Rotary Club’s Small Farm Expo, Rotary Club of Pakenham, Pakenham Picnic Racing Club, Pakenham Golf Club, Cora-Lynn Junior Football Club, Pakenham Show, Pakenham Pumas Baseball Club, Poowong Football and Netball Club, Koo Wee Rup Fire Brigade, Pakenham Netball Club and Pakenham Junior Football Club, just to name a few. The Pakenham Racing Club and Cardinia Club has also aligned itself with local charities on an annual basis to assist underprivileged groups through partnerships with the Cardinia Foundation: 4C – Cardinia-Pakenham Food bank, P. B. Ronald Trust and Windermere Child Services.

ThE CLUB LookS WELL-PLACED To BE ARoUND foR ANoThER CENTURy. gIvEN ITS TRACk RECoRD AND DEvELoPmENT PLANS, ThAT CAN oNLy BE A gooD ThINg foR ThE CommUNITy




CoMMUNity CoMMUNity

In 2010, the Club entered into its largest community partnership with the Pakenham Football and Netball Club and their Club gaming business, the Pakenham Sports Club. The Pakenham Sports Club was facing the possibility of having to close its doors, due to a declining business over many of the preceding years. As a result of this, the Clubs were able to come to a formal agreement where the Cardinia Club would operate the business and guarantee a considerable financial return to the football and netball clubs for the next 12 years. This was a ‘win-win’ situation for both clubs, as it allowed the Cardinia Club to offer members another type of venue experience, whilst ensuring the

venue survived for the continued employment of 15 local staff, and the critical income stream for the Football and Netball Club, so they could continue to focus on providing and developing senior and junior football and netball opportunities within the Cardinia Shire.

Since opening 16 years ago, the Cardinia Club has continually grown with the needs of the community. The venue has tripled in size to now include a 160-seat bistro, state-of-the-art TAB, two outdoor courtyards, gaming room, lounge area and board room for community use. The Pakenham Racing Club and Cardinia Club provides employment to over 100 local staff, and with its not-for-profit status, all profits are invested back into the local community, or in improvements to facilities.

A new chapter in Pakenham’s history is now underway, with plans to sell the existing 60-acre racecourse and relocate operations to a world-class facility being built on a 600-acre property minutes to the east of Pakenham. Recent government rezoning of both properties will see development occur on both sites from 2013 onwards, with the existing racecourse being developed into a high-density residential, commercial and retail precinct. Rezoning at the new 600-acre racecourse will provide a world racing and training precinct, as well as a 150-acre residential subdivision for trainers’ allotments, plus 42 acres for retail and commercial development. Both precints are projected to inject over $20 million in economic activity annually when commenced and will create in excess of 1300 jobs across the two sites.

Having been around for 137 years, the Club looks well-placed to be around for another century. Given its track record and development plans, that can only be a good thing for the community, which has benefited enormously from the example the Cardinia Club has set. C&PM

SINCE oPENINg 16 yEARS Ago, ThE CARDINIA CLUB hAS CoNTINUALLy gRoWN WITh ThE NEEDS of ThE CommUNITy. ThE vENUE hAS TRIPLED IN SIzE To NoW INCLUDE A 160-SEAT BISTRo, STATE-of-ThE-ART TAB, TWo oUTDooR CoURTyARDS, gAmINg Room, LoUNgE AREA AND BoARD Room foR CommUNITy USE.


Jim Beam Australia

ContaCt your CoCa-Cola amatil Business Development rep or Call 13CoKe for more information or to plaCe an orDer. www.myCCa.Com.au


Clubs & Pubs Manager Winter 2012

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Transcript of Clubs & Pubs Manager Winter 2012