Feburary edition - Digital

Feburary edition - Digital

HOSPITALITY REVIEW The Official Journal of the Tasmanian Hospitality Association - February 2019

February 2019 www.tha.asn.au

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February 2019 www.tha.asn.au

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WELCOME H appy N ew Y ear to all our members and C orporate partners and of course all our readers . Last year was an excellent year for the Tasmanian Hospitality Association with our annual events such as the Launceston Cup Eve Event, Awards for Excellence, Caulfield Cup Day and our Launceston Race Night. We are looking forward to holding these events again this year along with lots of other exciting events and forums for all our members and corporate partners. We welcomed many new corporate partners last year such as Performance Automobiles, Beetle Black Media, Blueline Laundry and Rhinoplay just to name a few. The THA has also welcomed some new staff in the recent months, Nick Roney who is our Membership and Corporate Engagement Manager, Chris Symons, Deputy CEO and Andrew Moore who started with us in early January as the Project Manager for Clubs Tasmania. All are keen to meet up with our members and corporate partners in the months to come. As we welcome our new Deputy CEO, that means we must say goodbye to the old… Greg Astell has worked for the THA for over three years now, but has been in the hospitality industry for a lifetime. Greg has put his heart and soul into the association and the hospitality industry as a whole. Greg, we can’t thank you enough for your continued hard work and dedication. Lucky for us though it’s not a goodbye forever, Greg will always be a part of the association in one way or another. Unfortunately for you Greg, that means we are never going to let you fully retire. From all your colleagues at the THA, we wish you and Maree all the best for the future. There are lots of exciting things coming in 2019, so make sure you subscribe to our podcast and like our Facebook page to make sure you don’t miss out! We look forward to working with you all in 2019. DONT FORGET, 2019 MEMBERSHIP RENEWALS ARE NOW DUE!

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CONTRIBUTORS

PAUL JUBB President

STEVE OLD CEO

CHRIS SYMONS Deputy CEO Chairman [THAT] Foundation

NICK RONEY Membership & Corporate Engagement Manager

STEPHEN LONG Industry Skills & Workforce Development Manager

MERV SALTMARSH ER & Business Improvement Manager

ANDREW MOORE Project Manager Clubs Tasmania

JOHN FITZGERALD CEO Tourism Tasmania

INSP. John Ward Southern Districts Support Services

MAX HITCHINS Hospitality and Memory Expert

25/93 Salamanca Place, Hobart TAS 7000 PO BOX 191, Battery Point TAS 7004 Phone: 6220 7300 Email: [email protected] Web: www.tha.asn.au

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Hospitality Review

CONTENTS

FEATURES & ARTICLES

5. PRESIDENTS REPORT

5. FEATURE - CARLTON UNITED BREWERIES

7. CEO REPORT

8. WHAT HAVE I BEEN UP TO?

13. A FINE LINE

14. SPECIAL OLYMPICS

15. FEATURE - GALLAGHER

17. WELCOMING ANDREW MOORE

21. FEATURE - DRYSDALE

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Hospitality Review

President's Report

As part of its 2018/19 State Budget the Tasmanian Government allocated $6.8 million to support the growth and development of our industry. This was in recognition of the importance of our industry to the Tasmanian economy and employment in our great state. The Tasmanian Government’s support will help underpin the implementation of the 2018-2022 Tasmanian Hospitality Industry Strategic Plan (Strategic Plan), which will see a wide range of initiatives rolled out over the next four years to support our growing sector. The signs are positive for our restaurants, café’s, hotels, pubs and clubs, as Tasmanians continue to enjoy the quality food, services and produce our state has to offer. And visitor numbers continue to grow, with an increasing demand on our accommodation sector. But this increase in demand presents its own challenges and as a hospitality business owner I am well aware of just how hard the members of our industry work to continue to provide the high quality venues and service for which Tasmania is now renowned. Increasing competition, including the unregulated sharing economy, difficulties in accessing qualified chefs and management staff, workforce shortages, increasing business costs and regulation and tightening access to finance, all place significant pressures on our businesses and present us with significant challenges on a daily basis. Importantly the funding support provided by the Tasmanian Government provides us with an opportunity to develop and implement strategies that can assist in tackling these critical issues and help us to work towards a stronger and more sustainable future for our industry. The Strategic Plan has been endorsed by the Tasmanian Government and will be released in the coming weeks. One of the important initiatives will be the hosting of an ongoing series of industry development forums across Tasmania’s regional areas. These forums will provide local hospitality businesses and enterprises with an opportunity to identify issues that affect their businesses, at the same time as providing an opportunity for us all to look to the future, and discuss where we see the industry heading over the next ten years. I am very much looking forward to being a part of those discussions and to share the thoughts and ideas of hospitality business owners and operators around Tasmania. I t ’ s an exciting time for T asmania ’ s hospitality industry as we head into 2019. carlton united breweries Anita Holdsworth thrives on a challenge. Her appointment as the first female Brewery Manager of Cascade Brewery at CUB in March 2018 is one of many examples of this, and nearly 12 months on Anita’s dynamic and passionate approach has not waivered. ‘Each day presents me with a new problem to solve, encourages me to work with my team on innovative solutions and stretches all of us to be better.’ The greatest challenge facing Anita is the $10 million upgrade that Cascade is currently undergoing. As Brewery Manager, Anita’s role involves managing the site through this development, a task daunting for some, but exciting for her. ‘My aim is to ensure that, as we navigate this change, we don’t lose sight of the reason we are here, which is to make great-tasting beers and ciders for our customers.” Starting at Carlton & United Breweries as National Quality Manager in 2014, Anita knows all about great tasting products. Coming from a background working in microbiology and chemistry, then moving into manufacturing, she was initially attracted to the company by its iconic brand portfolio. Soon, through her involvement with the CUB Supply Team however, she discovered working in a culture of innovation, alongside like-minded colleagues who are as passionate about brewing as she is, was equally rewarding. As a woman working in beer, Anita is part of a vanguard of change in the once male-dominated industry. She says CUB has not shied away from encouraging diversity in the workplace, actively working to engage and retain women. She describes the working environment as ‘a meritocracy: inclusive, dynamic and innovative’, and is excited about the future for women at the company, which she sees as ‘full of potential’. Anita is keen to play a role in shaping this future. She has a passion for helping women in STEM careers, actively encouraging and nurturing talent through mentoring and public speaking. To women in the industry, Anita encourages taking advantage of challenges and seeking the support of managers. As a leader she says: ‘It is our job to help you, teach you, stretch you and develop you. Ask questions, interrogate our thinking, learn from mistakes, innovate, change and grow.’ As for her own future, Anita is ready for whatever opportunities come her way. ‘The only certainty is that I will continue to face challenges with enthusiasm and a firm belief in the work that we are doing.’ FEATURE CUB

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Hospitality Review

CEO's Report

2019 is shaping up to be a very busy year for the Tasmanian Hospitality Association (THA). Now that the 2018-2022 Tasmanian Hospitality Industry Strategic Plan (Strategic Plan) has been endorsed by the Tasmanian Government and with the grant funds now available, there is a wide range of programs and initiatives the THA will be commencing. $6.8 million has been allocated by the Tasmanian Government over the four year period from 2018-2022 ($1.7 million per annum) and this will support a large number of programs and initiatives, including: • Expansion and continued delivery of the Great Customer Experience program; • A wide range of industry development initiatives, including profitability programs; • Expansion and continued delivery of workforce development initiatives; • Promoting Excellence in the hospitality industry; • Showcasing the hospitality industry around Tasmania; • Developing and implementing the Clubs Tasmania initiative; • Developing and implementing the “Coward’s Punch” program and other programs focussed on addressing anti-social behaviour, including the “Ask for Angela” initiative. A significant initiative to deliver on the objectives of the Strategic Plan are the industry development forums. These forums will provide an important opportunity for us to host conversations with hospitality businesses and enterprises around Tasmania. These forums will also be important in developing an industry plan for each region, focussing on the priority issues that are specific to that region. One important area of focus will be the issue of profitability. There are many challenges facing the hospitality industry that can affect a business’s return on investment, including the costs associated with energy and electricity, access to goods and services, and government red tape just to name a few. Importantly, the more profitable the enterprise, the greater the job opportunities and as part of the industry forums we will be looking to the local hospitality industry to provide guidance on priority issues affecting the profitability of their businesses. These forums also provide us with another important opportunity and that is to host a series of regional development events at the same time. While not quite as large as an “expo”, we are planning to host “meet the producer” style events, corporate supplier trade events, guest speakers, workshops on social media and IT, wellness presentations with a major focus on mental health, industrial relations forums, networking events and more, in each of the regions, all at the one location and at the one time. Importantly by taking these events to the regions, we are providing the local hospitality industry with better access to the benefits these events have to offer. The Strategic Plan recognises the importance of hospitality businesses and enterprises in Tasmania’s regional and rural areas, and these regional development events provide an ideal opportunity to support and promote the local industry. These events will also be of value to local producers, with a large number of hospitality businesses owners and operators at the one location and at the same time. By hosting a “meet the producer” event we can assist the local food, produce and service industries in promoting their products and services to the hospitality industry. Held in each of the regions twice a year, I am very confident these events will grow in time and present an even greater benefit for hospitality businesses and enterprises around Tasmania. I am very much looking forward to the work ahead over the next three to four years as we implement the programs and initiatives outlined in the Strategic Plan and as we work with hospitality businesses and enterprises around Tasmania to develop a stronger and more sustainable industry 2019 is shaping up to be a very busy year for the T asmanian H ospitality A ssociation

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ARTICLE Nick Roney

W hat have i been up to ?

It’s now 6 months in my new role as Membership and Corporate Engagement Manager and to say that I’m enjoying the work along with the challenges would be an understatement. In this, my first article, I will endeavour to share with you some of the experiences I have had along the journey so far. I have been fortunate to have met some of you along the way along with those of you who attended our events especially our Awards of Excellence and late last year our two race meetings, one in Hobart and the night meeting in Launceston which was a great night. I am looking forward to meeting with you all over the coming months. Speaking of our Awards for Excellence, nominations will be sent out to you in February. Another event I attended which I found to be most beneficial to all who attended was the Procurer meets Producer event organised by our own Pete Handy. This facilitated event included guest speakers and case studies and gave those that attended, opportunities to have a say on what works, what doesn’t, and what needs to happen to create better connections between the producer and the procurer. Over the past 6 months, two events were held and it was good to see 84 attendees, which included hospitality venue operators and owners, chefs, front of house Managers and small farm producers. I travelled the state with the PFD Road show in October and I found this to be a great event and what an opportunity this roadshow is for our food industry, hotels, restaurants and cafes to have all these suppliers come to our area. For the accommodation providers who participate in the Occupancy Statistics sharing exercise, we are excited to be able to inform you we are adding projections/ forecasting to the information you all share so we do hope you will find that a welcome addition to the report you receive each month.

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Hospitality Review

I was fortunate to have been invited to attend the opening of the St. Helens Waterfront Holiday Park on the 5th December, what a fantastic addition this property is to the East Coast. I would like to welcome three new Corporate Partners who have come on-board with the THA recently and they are TABCORP, Performance Autos, Blueline Laundry and Beetle Black Media. As corporate partners of the THA, each partner has different offers that they can provide members. See our website for contact details. I have accompanied our CEO Steve Old to attend regular meetings with Liquor and Gaming officers and will continue to do so, I have enjoyed the constructive meetings working together with Liquor and Gaming for the betterment of our industry. In the month of December, Steve and myself commenced our new THA Podcast, which gives us an opportunity to spread the hospitality word far and wide. As the months go on this will become a powerful tool for whole of industry as we endeavour to get out to most areas of the state to interview owners, operators, managers, staff, locals and politicians. Please go to our website to get more information on this new initiative and please subscribe and share and listen. All feedback is welcome. The THA website is where you are able to go for any information you require about the THA and the site which has been restructured recently by our good friends at Beetle Black. It also contains relevant and up to date ER/IR information. If you have misplaced your member login please call our office on 03 6220 7300. Finally, now is the time to renew your membership, you should have received your invoice for 2019 in early December. As a reminder, if you have had a change in management or email, please contact us so we can keep you updated on industry relevant information.

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ARTICLE Stephen Long

Procurer meets Producer

We have continued to work with Procurers, Producers, other bodies (Eat Well Tas, Government House for example) to progress this initiative. A review meeting from the original Huon based Procurer meets Producer session has been held and we are following up on opportunities gained from the participation of Government House. There will be further opportunities available over the remainder of the year and we will advise when, where and how these will occur as they are finalised. In the meantime if you wish to speak to someone about this please call: Peter Handy phone: 0404 031 004 or email: [email protected]

THA Great Customer Experience program (GCE)

The Government has funded the GCE program for another four years and given us the task of getting 2,000 venues through the program in that time – a challenge we relish!! Stephen Long has now transitioned from his position as Manager Industry Skills and Workforce Development to Manager Great Customer Experience Program, a dedicated position to manage the increasing Program and the associated reporting to Government that comes along with increased funding. The Government wants to make sure that we meet the following outcomes:

• • • • • • • • • •

Promotion of excellent customer experiences to Tasmanian tourism and hospitality businesses Greater awareness of the importance and benefits of quality customer experiences

Participants satisfied with delivery of the program Continued refinement and development of the program Alignment of goals with the Visitor Engagement Strategy

Support for the delivery of T21 outcomes

Options for program delivery available across all regions in Tasmania Alignment of the GCE with Skills Tasmania work programs

Research on training requirements and methods exchanged between the THA and Skills Tasmania Participants continue to deliver improved standards of customer experience post completion

So there is much to do and contractors will be very busy but that’s what we want, so if you haven’t been contacted and want to participate, and more than 600 venues have so far, and we have another 532 waiting for contractor time to be freed up, then let me know: Stephen Long: Phone: 0439 100 290 or Email: [email protected] As well, we are about to reinvest in about 130 of our completed venues who were allocated a THA Great Customer Experience “Seal of Approval” in 2016, and we will be confirming their as continuing delivery of, and improvement in, the Customer Experience in their venues. Check the THA website https://tha.asn.au/ for more information.

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Hospitality Review

Schools Program

We are excited about our new Schools Hospitality Awareness Program and are working hard with the Department of Education, Catholic and Independent Schools to get the program scheduled. Our intent is to get the right information to students, to get them exposed to real venues and Hospitality Ambassadors over a reasonable period rather than be one part of the many industry free for all that occurs in many of these events – we want to tell the reality, and our new Hospitality Awareness Program will do this for the industry – 5 hours of dedicated hospitality time at schools will be of great benefit in bringing these young people forward into the industry. Then it will be up to venues to give them a shot, and we will assist – see the Great Customer Experience program info above.

Manager Industry Skills and Workforce Development

Stephen Long has transitioned from this position and Mark Banovic will be his replacement starting in February. Mark will be able to put his mark (oops) on the programs and systems developed under Stephen's leadership and we look forward to some fresh ideas and programs moving forward once Mark has had the time and opportunity to see what’s been done, what’s proposed and to add his own ideas. Mark will be trying to meet as many of you as he can quickly so expect to see him around.

Improving the quality of life for people with intellectual disabilities through the provision of rewarding work opportunities in the laundry and other industries. Call us today Hobart: (03) 6278 8299 or Launceston: (03) 6344 5822 or visit blueline-laundry.com Tasmania’s Choice For Supported Employment

blueline-laundry.com NDIS provider of supported employment Tasmania’s leading linen service

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Hospitality Review

Merv Saltmarsh ARTICLE

A FINE LINE: APPLYING PRESSURE TO RESIGN IN THIS ARTICLE, THA’S EMPLOYMENT RELATIONS - BUSINESS IMPROVEMENT MANAGER MERV SALTMARSH EXAMINES AN UNFAIR DISMISSAL APPLICATION WHICH HIGHLIGHTS THE FINE LINE EMPLOYERS MUST BE WARY OF WHEN DEALING WITH POLICY BREACHES.

In a single member decision, Fair Work Commissioner Bruce Williams deemed an employer’s actions in dealing with a disciplinary matter were inappropriate, but decided against reinstatement as it was found the employee made a decision of his own accord to resign. BACKGROUND In this case, Robert Tiller v Relationships Australia Western Australia Inc [2018] FWC 5519 (4 September 2018), the employee allegedly breached social media policy with a Facebook posting of a newspaper article challenging the notion domestic violence was not gender neutral. The employer alleged supporting the article was “not only wrong but dangerous” given the employee was involved in counselling both men and women. When called to a meeting with management, a colleague who the employee elected to have attend as a support person was on leave, but the meeting proceeded nevertheless. At the conclusion of the meeting, the chief executive asked the employee: “Where do we go from here?” This prompted the employee to volunteer his resignation. In his unfair dismissal application, the employee said that during the meeting he felt he had to resign as a result of the employer alleging, he had committed a serious breach. This was rejected by Commissioner Williams. The chief executive did not say to the employee he would be given the opportunity to resign in a bid to protect his professional reputation, it was found. It was also not communicated that the employee’s employment would be terminated, nor would he be dismissed if he did not resign. Commissioner Williams heard that the day following the meeting, the parties discussed the differences between him being dismissed and resigning. The employee subsequently provided a written resignation letter, but contended it was under coercion because of the conduct of the employer during the meeting.

THE DECISION In determining whether the employee’s resignation was under coercion, Commissioner Williams said he simply could have waited to see what the employer did about the situation before resigning. “If (the employee) had not resigned after the meeting perhaps an approach other than dismissal might have been considered by (the employer),” Commissioner Williams said. “Considering what occurred there is no evidence that there was an ultimatum given to (the employee) during the meeting that he would be dismissed if he didn’t resign or that he should resign in order to preserve his professional reputation.” It was ruled that whilst understanding his employment was “precarious”, the employee was not forced to resign, but voluntarily exercised a choice to do so. Commissioner Williams dismissed the unfair dismissal application. IMPLICATIONS FOR EMPLOYERS Employers must be wary of the fine line between forced resignation and, in the context of serious allegations, subtly suggesting an employee make a decision regarding ongoing employment. In deeming the employer in this case to be treading that line and not following proper procedure, Commissioner Williams noted that if the employee had not resigned then it was likely he could have succeeded in an unfair dismissal case. Cases such as this are finely balanced and it is recommended employers seek guidance before taking disciplinary action. Ideally, if the allegations are indefensible, these should be advised comprehensively to the employee both prior to, and at the disciplinary meeting. Any pressure to resign should be avoided, instead allowing the employee to make their own decision free of perceived coercion. For further advice about themes covered in this case summary, feel free to contact THA by email to Merv Saltmarsh ER Business Improvement at [email protected] or mobile direct on 0407 869 924. Members can also have access to all of our services and much more, including the member’s area of the website.

February 2019 www.tha.asn.au

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ARTICLE CHRIS SYMONS - [THAT] FOUNDATION

special olympics tasmania

We are very excited to be partnering with Special Olympics Tasmania in 2019 to deliver an introductory basketball program for children with disabilities. This will include a one day taster program followed by a six week program developing skills. For those who want to continue they will then be supported to move into an integrated program in term two of 2019. The program will also use current junior players to support the skill development helping them to understand the importance of inclusion. Donations We are also providing support to Devonport Child Care Centres which will help with the inclusion of Milana. Milana is almost 3 years old and she has Glycogen Storage Disease [GSD] Type 3. She does not drink or eat anything orally, so PEG tube fed. Our funding will support the upskilling of the staff. If you know any children in need of support or would like to support one of our fundraising events please contact me at [email protected] Chris Symons President Tasmanian Hospitality Association Together [THAT]

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Hospitality Review

I s your business vulnerable to POS cyber criminals in T asmania ? FEATURE GALLAGHER

The THA and Gallagher have some examples to share with members which might make you think twice. Skimming in Australia

Australians make close to $23 million retail purchases a day using credit or debit cards at in-store terminals, according to the Reserve Bank of Australia. Although card cloning is less prevalent in Australia than overseas it increased by 13% between 2016 and 2017, according to Fraud and Cybercrime Squad Commander Detective Acting Superintendent Matt Craft. In June 2017 Craft headed an investigation into a spate of unauthorised ATM withdrawals using ‘cloned’ credit and debit cards with stolen >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32

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