Home' Australian Hotelier : AH MARCH 2017 Contents PREVIEW
THEN AND NOW
the director of
Papaya PR, and
social media for Royal Hotels,
among other clients. Slogrove
attended last year’s Pub Leaders
Summit, and is participating this
year in the panel, Getting the
Message Out There. We asked
her for her thoughts on last year’s
event, and what she’s looking
forward to this year.
What did you like about the
inaugural Pub Leaders Summit?
The 2016 Pub Leader’s Summit
featured some of the stalwarts of
the industry. It’s an extraordinary
thing to hear, from the horse’s
mouth if you will, how Pat and
Angela Gallagher built an Irish
empire in PJ Gallagher’s and
how Arthur Laundy has grown
pubs that locals love throughout
the decades. The calibre of the
speakers and their extraordinary
stories provides such a
captivating learning experience
that you can’t get at any other
Were there any industry lessons/
ideas that you took away from
I remember leaving with a
real sense of rebellion. At its
heart you’re hearing from real
entrepreneurs who have gone
against the grain and it’s paid
off. It takes extreme guts and
tenacity in daring to be different
in increasingly difficult operating
conditions, but those that do and
get it right, remind us that it’s okay
to be cheeky, fun and a little gutsy.
Are you looking forward to
participating in this year’s
program? Which other sessions
are you looking forward to?
2016 saw some exciting social
media developments and really
creative PR campaigns in the pub
space so I’m really looking forward
to being part of that discussion.
The other session that’s really close
to my heart is Blurring the Lines:
Where Pubs and Restaurants Meet
I’m a great admirer of the groups
involved in the discussion and
can’t wait to hear their insights into
how this evolution has impacted
LUKE HISCOX, UNION HOTEL
What is the next big thing in
Looking at beers, we can already see
sours and barrel-aged twists on styles
popping up. I think they’ll peak, then
recede over the next 24 months. I
imagine a number of brewers will really start placing
emphasis on making that perfect sessionable beer,
balancing robust and distinct flavours, but trying to
get it to the customer cheap enough so they come
back to it, schooner after schooner. But who knows,
the craft beer industry is a wild beast!
LOUISE HEFFERNAN, GIRL
What are some common mistakes
you’ve found in pub operations, and
how can they be remedied?
Here are a few issues that I think
can sometimes be overlooked, that
require management attention:
• Social media is a killer for venues. People are
quick to send off a negative rating on a venue
rather than a positive one, causing issues for the
hotel’s reputation. I personally wouldn’t allow
ratings on my company Facebook page.
• Customer engagement is a big one – staff
frequently forget to ask a patron how their day
has been while pouring them a beer, and it can
make a massive difference for the customer.
The same goes for clearing plates. Just asking a
customer how their meal was shows another level
• When a venue is quiet, there is no excuse for
staff to be hanging around the bar chatting.
If they are not cleaning, checking toilets or
sweeping the exterior of the venue, they could
be offering tray service to the small amount of
patrons on the premises.
• Gaming is so important. Venues cannot market
their rooms; the only way to do this is by offering
the best customer service, along with a clean
environment. The gaming space is so competitive
these days that punters will leave and not come
back. The key is to remain attentive, offering
patrons drinks regularly.
• In hotel bottle shops, attendants rarely come out
from behind the counter and engage the customer.
This can go a long way with upselling.
• Toilet checks are also something that gets left
behind – we ensure a toilet check at the beginning
and end of each visit and 80 per cent of the time
the restrooms are not checked in that 1-2 hour
DAN BRADY, REDCAPE
How do you best communicate
directives across multiple venues?
In the past directives were an
accepted form of communication,
used by managers to ensure staff
were informed adequately. This
was especially effective in a business world where
a top-down approach was accepted by staff and
customers alike. In today’s business environment,
expectations are vastly different as to the type of
relationship customers and staff wish to have with
an organisation. ‘Out’ is the parent-child relationship
and ‘In’ is the peer-to-peer relationship. This may
not only manifest itself in marketing and other forms
of interactions with customers, but also guide the
framework by which an organisation should engage
its staff to enhance decisions the business makes.
At Redcape, where possible and on increasing
scale, decisions and their ensuing directives are made
through ‘Agile Teams’ of people that represent a
cross section of staff from varying levels within the
organisation. Tasked to not only make important
decisions that support business objectives but
also how these decisions can most effectively be
communicated to the wider organisation. This process
helps not only better quality decision making within
the organisation but is consistent with the needs of
our staff and the type of connectivity they wish to
have with the business.
KAINE BAYFIELD, BAYFIELD
What has been the biggest change in
pub operations in the last five years?
Food was already an important
component to the pub game five
years ago but the importance has continued to
grow. The focus to get your food right and do it
well and consistently has become one of the most
important areas. Patrons expect quality food done
well from a pub and won’t accept anything less. If
you get it right and do it well they will return and
spread the word.
Australian Hotelier asked some of the Pub Leaders Summit participants a variety of questions as a small taster of
the kind of content that will be covered at the conference.
Registration will close shortly, so make sure you grab your tickets now if you haven’t already!
When: Monday 20 March Where: Royal Randwick Racecourse Website: www.publeaders.com.au
Tickets: Operators: $349 + GST; Suppliers: $559 + GST.
AUSTRALIAN HOTELIER MARCH 2017 | 11
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