As we continue to evolve, we are taking a strategic step to further refine how we work.

By focusing our services on a select number of projects, we can strengthen the deeply personal, one-on-one client relationships that are central to our approach. This shift allows us to not only serve project needs more efficiently, but also to gain a deeper understanding of each client’s business, goals, and challenges — enabling us to provide even more tailored, insightful advice and support.

As part of this refined focus, our current office space is now ready to support another business or team that will benefit from a traditional office environment.

We are therefore presenting the first floor strata office at 4/14 Thomas Street, Noosaville to the market for sale.

Located in a prime central Noosaville location, just a short stroll from the picturesque Noosa River foreshore, popular cafes, restaurants, and the Noosa Village shopping centre, this 47m²* office offers a fantastic opportunity.

The suite features a modern, functional layout including a reception/waiting area, open plan work area, and private office/boardroom at the rear. The professional fit-out was completed six years ago by the current owner-occupier and benefits from ample natural light and air conditioning. Shared bathroom/shower and kitchenette facilities are conveniently located at the rear of the suite.

The property includes one allocated off-street car park and is part of a small strata complex of just four lots.

Offered with vacant possession, it is ideal for an owner-occupier or investor seeking to secure a quality office space with potential future flexibility. There may also be scope to convert it to a residential unit, subject to Council approval (STCA). We always recommend seeking independent town planning advice regarding potential property uses.

The property is available for sale by private treaty with a listing price of $520,000 + GST (if applicable).

While this marks a change in our physical footprint, RG Strategic’s commitment to helping our clients succeed remains unchanged. We look forward to continuing to work closely with our chosen clients under this more focused model.

For enquiries about the office space, please contact David Brinkley and Rachel Cadamy at RWC Noosa & Sunshine Coast.

For your next town planning or liquor licensing project, get in touch with RG Strategic — we look forward to delivering your next project.

The post Evolving for Enhanced Client Focus at RG Strategic appeared first on RG Strategic.

While we are taking a break here at RG Strategic, it has allowed me to catch up on some reading, including the “What’s Happening in Hospo? Top Trends 2023” from Yesterday (another player in the self-service ordering and front-of-house management system solutions) that came across my desk. It’s one of these lead generation documents for their product that we see a lot of.

The report identifies seven trends for 2023, which we outline below. We take a closer look at those drivers and then list seven ways we have identified to improve the customer experience if using QR code ordering systems.

The seven trends reported were:

• increase in American influence on bar culture;
• growing appetite for craft beers;
• the persistence of the non-alcohol market;
• new service delivery models;
• increased demand for vegan food;
• the importance of your social presence; and
• the growing impact of the gig economy.

While nothing is groundbreaking in that list – these ‘trends’ have certainly been on the radar for the past few years – what struck me as interesting was a highlighted statistic on page six of the report.

“45% of Australian customers say they prefer digital payment options like smart pay, contactless pay and QR codes.”

First and foremost, there is no reference to the research where this stat comes from, but why, if you are a company whose product is mentioned in the statistic, would you list it? What it really says is that 55% of customers don’t prefer it. Why would any venue want to antagonise over half of its prospective audience?

In any case, if you are considering implementing such a system, or you already have, we’d be interested in your thoughts on our quick musings below.

Now we are told there are many drivers for why a venue may choose to use QR code ordering – where people scan a QR code and order off your menu via an app at their table. You need to consider each of those drivers carefully and if they genuinely will deliver what you expect.

QR code ordering drives convenience for their customers

Though it seems from the statistic listed that most customers don’t prefer that convenience, there is undoubtedly a type of establishment where this type of ordering could be expected and where it makes sense. Think anything in the fast food genre.

But if we look at hospitality offerings like a spectrum, with fast food at one end and fine dining at the other, there is certainly a threshold somewhere along that spectrum where expected convenience turns into unexpected dismay at the reduction in personalised service.

So a venue really needs to consider its audience and its offering and determine if this kind of ordering system is a good fit for who and what they are trying to be.

Contactless payment

Contactless payment can be made at any stage of the dining experience, whether at the beginning at the counter, via a QR code app, or at the end of the meal using pay wave to settle the bill. As such, this isn’t a big driver for us. We recognise that it may be best for the venue to have patrons pay for their food and drink upfront rather than wait until the end.

Reduced labour costs

This is a big one. We are going through tough recruitment times with many venues struggling to find staff, let alone confident, experienced team members that can deliver on your brand promise. We can understand this and rate this as the most significant driver at the moment.

But think about this.

Do you think these ordering systems will disappear when the labour shortage disappears, and we return to somewhat normal times? I don’t, either. And that is when we have to ask ourselves whether our customers are getting extra personalised attention and a better experience, or are we just trying to reduce costs?

Increased efficiency

Can we call this what it is? It’s moving the task of taking an order on to the customer. While some people may prefer this, meaning they don’t have to wait for a server to attend their table, it removes one of the most personal interactions the customer will have with the venue and reduces the ability to create a relationship and build loyalty.

Some providers tout that allowing people to order the moment they sit down via a QR code enables quicker and higher turnover of tables and customers.

From personal experience, I have noted that in venues that offer QR code ordering and bar service, there is often a delay in the QR code order over those ordering at the counter.

I have since been informed that the systems used hold the order for a time before delivering it to a terminal for staff to action, meaning there is a measurable delay. That is different from the expected experience of increased efficiency.

Another problem arises when you are in a group setting, for instance. If the boss is shouting and ordering via their phone, they have suddenly been reduced to taking everyone’s order or handing around their phone for people to use. Again, is this the experience your venue wants to deliver?

App ordering increases average spend

This driver does have some backing. We have come across research that supports increased spending of up to 30% just by adding quality photos of menu items. Making it easy to tick additions to the initial order, like sides or toppers, also helps increase spend. An increase in spend by 30% is nothing to sneeze at, but we still think you need to weigh up any gains with any negatives associated with these systems.

The future

Having said all that, we understand that QR code ordering systems are here to stay. Some venues we know that have chosen this option are reporting over 60% uptake from their customers. Systems like this that support images and descriptions help overcome ordering anxiety, increase customer confidence, and hopefully increase loyalty and visitation in the long run.

So if you are or have introduced these systems, ensure you get the most out of them. We’ve spoken to several operators in the industry, and here are their recommendations for building the best service experience with QR codes:

1. Keep physical menus. Everybody wants a menu to read off – the kids, grandma, the partner – even if they are not the ones ordering.
2. Invest in your host. Ensure your venue manager can operate the room and has the confidence and experience to deliver the personal service your customers expect, even if they are ordering via a phone app.
3. Spend time populating your app menu correctly and in detail. Pay attention to allergy items, vegetarian or vegan options, gluten-free options, upsells and modifications like “no ice” or “extra ice”. If your customer has to ask for an item, addition or modification physically, the population of your QR code table ordering system is not good enough.
4. Ensure your chosen ordering system can cater to everything you want to deliver. Ensure your team is empowered to make changes to the system when they recognise additions or improvements to the menu items and options that need to be made.
5. Invest in quality photography of your menu items and try to imbue them with your venue brand or persona.
6. If your system allows, enable it to do takeaway orders or pre-orders to improve efficiencies and convenience. This can help you expand your revenue streams.
7. Where possible, offer both table service and QR code ordering and craft your host’s introduction to highlight the options to make it easy and comfortable for patrons to make their own choice.

Finally

We have a right to be sceptical of the promises of QR codes and how their implementation will affect our patrons. Much of the research and “anecdotal” evidence is being spruiked by the providers of these systems themselves.

As always, investigate your options, and if you choose to take up this type of system, consider how you can make it yours. How can you ensure that the experience you want people to have in your restaurant or venue, including the ambience and atmosphere, can be reflected in the app you force your customers to open at their table?

I think this will be the next challenge for these tech companies – delivering a customised offering for each venue rather than their current cookie-cutter approach.

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On a somewhat regular basis, we publish our views on hospitality, liquor licensing and town planning happenings. Take a moment to subscribe to our email newsletter here to ensure you don’t miss them.

The post Are QR code ordering systems the solution to hospitality challenges? appeared first on RG Strategic.

There is no doubt that hospitality businesses have faced numerous challenges over the past two years. Covid-19, the accompanying lockdowns for local, national and international visitors, and the necessary isolation periods for victims of COVID and their close contacts have had a devastating impact on many operators in the industry.

When lockdowns eased and travel restrictions lifted, many thought they could see the light at the end of the tunnel. But then cases spiked, isolation was mandated, and operators were left operating with a skeleton staff, if they had any, or had to close up just as bookings started to see life again.

Some operators said that the post-lockdown case spikes have had a bigger impact on their business than lockdowns. When you plan to open and are suddenly left with no staff, losses compounded, especially with government support drying up.

The industry has been, some believe, irrevocably changed.

A report by the shift work platform Deputy showed an 80% decrease in hospitality shift-work hours in April 2020. Since then, hospitality businesses have rostered on average 30% fewer shift work hours compared to pre-pandemic operations.

We don’t believe that the industry won’t recover. Already there are signs things of improvement with increasing international arrivals, and lockdowns now a thing of the past (fingers crossed) in all states and territories.

Innovation has helped businesses stay resilient

However, some operators used the COVID challenge as an opportunity to reexamine how they operate and improve things with new processes and innovations. Innovations that will help them grow more resilient and address visitor concerns going into the future.

Businesses should review their operations and the landscape they operate in regularly.

COVID allows you review your operation with a focus on what the future may hold and what your customers desire going forward. It’s an opportunity to understand your customer segments and how they wish to engage with your business or how they may want to experience your offering.

In aid of this, we reviewed several articles discussing new trends in the hospitality sector, and we list what we feel are important opportunities below.

COVID-19 has changed the hospitality landscape.

Technology is key driver

The consistent trend across all articles we reviewed is the growth of technology in all sectors.

The business magazine Entrepreneur listed six trends they identified, driven by the evolving demands of tech-savvy, hygiene-conscious travellers. All of the trends, which we cover below, were technology-based solutions to customer concerns.

1. Gamification of Travel Planning: using game mechanics like challenges, chance and rewards, with elements like points, quests and sharing, companies can capitalise on human motivation. Entrepreneur points out that “using gamification for online advertising is proven to boost data driving, customer loyalty, brand awareness, user-generated content, online engagement and revenue.” That seems like a pretty decent hit parade of which we’d all want a share.
2. Virtual Reality Tours: We know that virtual reality tours work in the real estate sector. Real estate listings offering virtual tours receive 87% more views than properties that don’t have any. They were also shown to reduce wasted viewings by 40%. But virtual reality tours are now also taking off in the travel industry. Omni Hotels and TIG Global conducted research revealing that when hotel websites featured a virtual tour, bookings increased, and conversion rates were boosted between 16% and 67%.
3. Going Contactless: Most consumers are already comfortable with the concept of contactless payment systems like tap and pay. Some operators are now pushing the idea of contactless to other areas of their hospitality businesses, including self-check-in, in-room technology, and mobile keys. The use of these contactless systems increased by 66% during the pandemic, according to a Stayntouch/NYU Tisch Center of Hospitality Report The report highlighted that customers’ expectation of increased hygiene wasn’t the only factor for adopting these technologies. The automation of many of the basic functionalities of the administrative side of the hospitality experience also helped the business overcome lower levels of available staff.
4. Chatbots: With staffing resources scarce, removing unnecessary interactions with staff allow businesses to do more with less. Chatbot systems can adequately handle many standard concierge-style interactions customers or visitors may have with the business. By triaging and filtering customer requests, staff can be left to address priority concerns and requests and allow automated systems to handle others.
5. Internet of Things (IoT): Improving the bottom line is all about efficiencies. With the demand for sustainability and increased customisation of the customer experience, IoT devices can help deliver on all fronts. IoT devices allow operators or visitors to operate room facilities like lighting, air conditioning, and more remotely or automatically based on rules which can be permanent or modifiable. It’s all about giving the visitor the most control while not relinquishing it completely.
6. Location-Based Services: Entrepreneur’s report highlights how visitors can use location-based services to find the nearest corner store or the best pub. Anyone with a smartphone can Google these independently without intervention from their hotel operator. However, where we see opportunity is location-based services’ ability to deliver location-aware offers and specials directly to the visitors’ smartphones. This can include in-house services like day spa or rooftop bar offers and select partnerships with other operators. Now you can deliver offers to your visitors from a range of providers as your guests walk down the street and pass by a partner restaurant or tour operator.

Support your guest experience by developing localisation services and partnerships.

Food premises trends

A report by hospitality advisory services group EHL echoes these trends but focuses on food premises.

EHL discusses the increased uptake of technologies like online ordering systems and delivery apps, contactless payment, online table reservation systems, automated inventory management software and, as part of the increased hygiene demands, air purification systems.

Tap and order and pay

One trend EHL discusses can be seen in many venues in Queensland after a furiously fast rollout by different providers. Table ordering “pucks” or stickers, utilising QR codes and NFC (near field communication) chips, can be seen in many casual dining establishments.

Self-help ordering systems, like this one from me & u, help drive increased spend, especially for casual dining venues.

From big national players like the ALH Group to small independent restaurants, cafés and bars have adopted these at the table, no-touch, order and pay systems. This kind of technology addresses hygiene concerns by eliminating physical menus and also reduces the number of staff needed on the floor. As a bonus, operators find that the spend per customer using the self-serve systems is anywhere up to 20% higher than ordering via a paper-based menu and staff member.

This increase in sales is attributed to the system’s ability to show attractive photos of menu items and present extras and add-ons as simple click boxes, increasing people’s desire to add to their orders.

What does the future hold?

As pandemic challenges slowly recede, it may lull some operators into a false sense of comfort that the good days are coming back. But we think there’s a need to be cautious and do what you can now to plan for leaner days ahead.

Internationally we see economic storm clouds gathering, and the challenges faced by consumers grow daily: inflation is rising and interest rates are going up.

This challenges growth in consumer spending habits already curtailed by the lasting effects of the pandemic.

As recently as mid-May 2022, research and consultancy group McKinsey found that, while Australians have been on a spending spree post covid, they are feeling less optimistic about economic recovery than last year. Australians remain cautious on spending and this negative sentiment could have a bearing on discretionary spending such as on holidays and eating out.

While the report found a negative spending sentiment, it also found a tentative return to out-of-home activities.

Interestingly high income earners had improved confidence in our economic recovery, whereas low to middle-income earners had a decline in optimism.

Look to trends to help identify opportunities for your hospitality business

We don’t profess to have a crystal ball to foresee what the future holds. But the trends we are seeing and the solutions and efficiencies they offer would likely benefit many operators over both the short and the long term.

Operators should be seeking to improve their offering continually and should be looking to industries other than themselves to identify new opportunities for improvement.

This is not an industry where it pays to sit still.

Feel free to contact us to discuss any of these trends or other solutions for your business.

The post Stay ahead of the curve: Top trends in hospitality 2022 appeared first on RG Strategic.

RG Strategic have supported Sunshine Butterflies for over seven years now. We are proud to see the Sunshine team “spreading their wings” and looking to expand.

But they need our help!

Sunshine Butterflies is a not-for-profit charity providing information, support, resources and programs to individuals and families living with a disability in a safe and happy learning environment.

Sunshine Butterflies’ “Our Backyard” is a 5-acre learning, respite, education and recreational facility providing life skills, plus recreational and learning opportunities to people of all abilities. It is the home of Sunshine Butterflies, and they are now looking to expand due to increased need and planning for the expansion of services and facilities.

RG Strategic has proudly supported Sunshine Butterflies pro bono with application preparation, professional advice and consultation for all their town planning and building development needs over the past years. I am asking for your help to support this new venture, growing the support they give the people and families living with disabilities here on the Sunshine Coast.

View the quick video below to hear about their plans and how they will benefit the people who rely on Sunshine Butterflies.

Then head over to https://www.sunshinebutterflies.com.au/blog/help-us-grow/ to show your support.

Your donation will go towards a project which will be life-changing for people living with disability and their families.

RG Strategic is proud to support Sunshine Butterflies and their work in the community.

Please donate here today and help this wonderful project come to fruition.

The post There’s a growing need for this kind of support. Can you help? appeared first on RG Strategic.

Glen will bring his 13 years in council experience to RG Strategic’s development projects ensuring our clients continue to get the best advice and the best outcomes.

Glen’s most recent role within Noosa Council was with the development and drafting of the New Noosa Plan 2020. Glen’s knowledge of this space is particularly relevant at this point as Noosa Council embarks on proposed amendments to the Noosa Plan.

Glen’s remarkable in-depth knowledge of all aspects of the development assessment process and relevant legislation makes him a perfect fit for our Senior Development Planner’s role.

Importantly Glen also possesses hands-on experience as a building contractor – so he knows and understands what it’s like on the other side.

It’s a perfect fit of skills and technical knowledge for the RG Strategic team and our clients.

We are very excited to have him on board.

The post Glen Conforti joins the RG Strategic town planner team appeared first on RG Strategic.

First and foremost from the team here at RG Strategic (Maree, Tracey, Nadine and myself) we want to pass on our very best wishes for you and your families for Christmas and the New Year. Here’s to moving closer to the old normal than we have been this year.

AT RG Strategic, despite COVID-19, we have been busy with a wide range of projects. Sometimes the team and I don’t stand back and spend a moment just looking at what has been achieved. This year though we thought we’d try and visualise it and it certainly has been busy, hence the infographic at the top.

Through these town planning projects, we have been able to work with businesses as diverse as housing developments, hostels, restaurants, and even planning for a new country club. Check out the following:

1. Bounce Noosa
2. Plains Junction Shopping Centre Extension
3. Café Redevelopment

It was also interesting to map out where these projects have been and RG Strategic has covered the state from Brisbane to Townsville – and active all over the coast.

We also published several articles. and while we focused a lot on COVID-19 advice this year, we also squeezed in some articles highlighting policies that sometimes don’t make a lot of sense. Our top three articles were:

1. The paradox of outdoor dining and car parking
2. The challenge of interpreting uses and gross floor area in Town Planning Assessment
3. From problem site to a development winner

Enjoy and once again best wishes to you and yours. I hope you get to spend some time relaxing before the new year kicks off.

– Russell

The post What a Year! appeared first on RG Strategic.

To keep it simple – 1,400m² warehouse, 8m high, with floor to ceiling racks full of toilet paper, bags of rice, flour, sauces etc… you get the picture.

Straight forward maths

Looking at the warehouse you could say with the provision of floor to 7m high ceiling racks, as most of these style of warehouses operate, would give you a storage volume of 9,800m³. Straight forward maths. Of course to get an accurate figure you would take out the access aisles etc, but for this exercise let’s not overcomplicate it.

The challenge

The challenge now arrives when it is decided to install, within the existing building, a 400m² cold room which is 3m high, for dairy products, seafood, meat and vegetables. On top of the cold room, as it doesn’t reach to the 8m ceiling height of the warehouse, a mezzanine is installed to add more storage for exactly the same products in the rest of the warehouse, cleaning products, packaging etc.

In a volume sense, we still have the theoretical 9,800m³ of storage… but the mezzanine is counted as an additional 400m² of gross floor area/use area (depending on how the planning scheme defines). This has the roll-on effect of requiring the applicant (client) to provide an additional four car parking spaces so you meet the Code Probable Solution requirement (cause god knows no one nowadays looks at the Specific Outcome in the left column) and payment of Infrastructure Charges of $20k+.

Nothing changes… but…

From the outside of the building, nothing changes. Internally it is simply a reconfiguring in the manner in which space is used for this particular activity of warehousing… but depending on the mindset and interpretation of the assessment officer, the outcome can be wide and varied.

No flexibility

The notion of a performance-based planning scheme and framework, paired with reasonable and relevant conditions pertinent to the approval and use being sought, just shouldn’t be that hard. But we are told that “we don’t meet the Code’s probable solutions”, “we have standard conditions to impose” and “what if the use or activity changes?”

I simply say, what if we meet the Specific Outcomes, what if the conditions are drafted specific to the application lodged and what if the use never changes? But then I also see the role of a Planning Scheme to be a document enabling appropriate development to occur in appropriate locations.

I also believe in unicorns and pots of gold at the end of the rainbow.

The post The challenge of interpreting uses and gross floor area in Town Planning Assessment. appeared first on RG Strategic.

Take a listen below.

Find out more about how RG Strategic can help you with your town planning and development projects including liquor licencing and food premises.

The post Planning for the Love of Noosa appeared first on RG Strategic.