Home' Australian Hotelier : AH FEBRUARY 2016 Contents 26 | FEBRUARY 2016 AUSTRALIAN HOTELIER
ONE OF REDCAPE’S GOALS FOR 2015 WAS
TO MAKE ITS VENUES THE ‘ENTERTAINMENT
DESTINATIONS OF CHOICE.’ DO YOU THINK
THAT GOAL WAS ACHIEVED, AND HOW?
Our focus has been to comprehend exactly what our customers
expect during their entertainment experience. We have made relevant
improvements across facilities, product offering and customer service
standards to ensure that these customer expectations are surpassed. In
particular, we have focused on capital improvements around our bars
and external presentation of our venues.
Developing our know-how and ability around our customer loyalty
system has been a significant initiative and while early days, we expect to
progressively learn more about what our most valuable customers want
and expect from us.
IN LAST YEAR’S ANNUAL INDUSTRY LEADERS’
FORUM YOU MENTIONED THE NEED FOR
MORE TRAINING PROGRAMS FOR ASSISTANT
MANAGERS TO HELP DEVELOP THEIR
CAREERS. DID REDCAPE INTRODUCE MORE
DEVELOPMENT AVENUES FOR STAFF?
Absolutely. Assistant manager programs were implemented that focus
on the relevant channels of gaming, off-premise and on-premise.
As an example, the ‘On-Premise Assistant Manager Bar KPI
Program’ saw one assistant manager from each venue inducted into
an ongoing program where they are trained quarterly on all aspects
of on-premise, including operational procedures, delivery of customer
service standards, cellar operations and TAB, Keno and beverage
WHAT WAS YOUR ASSESSMENT OF THE PUB
SECTOR IN 2015? HOW DID THIS AFFECT
REDCAPE’S BUSINESS STRATEGIES?
Despite the continued regulatory and media pressures, there has been a
strong demand for attractive assets. Notwithstanding these pressures,
we have been able to make some key acquisitions, with which we are
very pleased. In addition, consumer confidence has grown, which allows
the industry to move further away from the old world discount models
toward premium facilities and offerings.
HOW DO REDCAPE’S VENUES BUILD TIES
WITH THEIR LOCAL COMMUNITIES?
Our venues support local sporting clubs, charities and other
community groups with financial assistance through sponsorship,
donations and fundraising support. It is however what the hotels do
beyond financial assistance that truly strengthens the bonds with their
respective local communities. Our venues utilise their position as
central hubs to create opportunities that facilitate the participation in
community life, such as social clubs and the creation of events for the
WHAT IS THE COMMON THREAD LINKING
ALL OF REDCAPE’S VENUES? WHAT MAKES
A VENUE STAND OUT AS A POTENTIAL
ADDITION TO THE REDCAPE PORTFOLIO?
While our portfolio is comprised of a diverse range of venues and each
has a unique brand and identity, the common thread is our customer
service model which is delivered by our network of employees, who
typify Redcape’s values.
A prospective venue must be located within a favourable community,
suit Redcape’s business mix and exhibit strong potential to become an
entertainment destination of choice following the implementation of
Redcape’s service and facility principles.
WHAT WERE THE CHALLENGES FACED BY
REDCAPE IN 2015?
New smoking legislation introduced in July 2015 required the
reconfiguration of some of our New South Wales venues and the
subsequent education of our customers to the smoking zone changes.
There was also an increased focus on compliance and risk at a
WHAT ARE YOUR GOALS FOR 2016?
To continue to refine our offering as our customers’ tastes evolve.
To implement new technologies and innovation to further enhance the
customer experience, improve operational performance and streamline
back-of-house functions at the venue and corporate platform level.
WHAT DO YOU THINK WE CAN EXPECT FROM
THE BUSINESS AND THE INDUSTRY AS A
WHOLE IN THE NEXT TWELVE MONTHS?
We expect consumer confidence to remain which will see their demand
for quality hospitality experiences continue; however tastes are changing
and players in the industry will need to understand these changes and
adapt quickly to thrive.
Standards across the industry will continue to improve at a rapid pace,
requiring all operators to challenge themselves and innovate.
St George Hotel, Belmore
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