[image]
[title]Running a hospitality business isn’t all spritzes and small plates – and Square’s new In Service masterclass series gets right into the nitty-gritty. Featuring five of the country’s top hospitality entrepreneurs, including leaders from Fabbrica, Bar Copains and Chae, the series serves up real talk and hard-won lessons on everything from beating burnout to boosting margins. Whether you're a café owner or a seasoned restaurateur, this is a must-watch for anyone ready to level up their business.
Here are five key takeaways from the series.
Crawl before you can walk
Fabbrica serves up more than just on-point pasta. With four venues under their belt and a growing retail presence (you’ll now find their fresh pasta and sauce packs in Harris Farm, Maloneys, and Woolies Metro), they’re on a roll. But their journey into large-scale production didn’t happen overnight.
“Knowing what our capabilities are was important,” says Fabbrica’s director and group executive chef, Scott McComas-Williams. “Once you get into the big guys, it’s a one-strike policy. If you can’t keep up with demand, it’s game over.”
Create a product with purpose
Melbourne’s Chae, a six-seat Korean micro-restaurant tucked away in Cockatoo, proves you don’t need scale to make a big impact. Steering clear of a one-size-fits-all approach, co-owner Jung Eun Chae intentionally kept the experience small and intimate in order to give each guest personalised attention and deliver a truly tailored experience. Despite its unconventional approach, Chae’s success is a testament to the growing appreciation for authenticity in dining experiences.
Consider the climate
With Bar Copains, chef and restaurateur Morgan McGlone wanted to create something casual, comfortable and reasonably priced with the current economy in mind.
McGlone said to Square: “We were very mindful of price point, considering where the economy is at. This is where some operators go wrong. We wanted to create an experience that’s a combination of great service, great vibe, value for money and being a place where people can relax and have a great time.”
Whether you’re splashing out on a back-vintage wine or just popping in for a couple of glasses, Bar Copains makes room for both.
Design a space where customers want to stay
Josh Edwards, co-founder of Calibrate Coffee, has worn every hat in the business – barista, manager, and now multi-venue owner. One of his biggest lessons after six years in the game? Think beyond layout and aesthetics.
“By putting ourselves in our guests’ shoes, we can analyse every detail that might affect their experience and design a space that feels right,” he told Square.
For Edwards, it’s all about emotion. If your space feels good, guests are more likely to stay longer and keep coming back.
Make it personal
Whether or not you’ve heard of Mucho Group, you’ve probably been to one of their venues. Responsible for some of Sydney’s best bars – and even earning a spot on the World’s 50 Best Bars list – Mucho places good service at the core of everything they do.
“We want to have real conversations with our guests and are trying to change our relationship with them from commercial to social,” says Daisy Tulley, Group General Manager. “This approach really just means we pay attention to what people actually want when they come to a bar.”
With that in mind, Mucho is leaning into interactive, performative elements – like the ice shaver at Cantina OK! or the Martini Porron at Bar Planet – because they noticed that guests enjoy the spectacle and love sharing it on socials. As Tulley puts it, “When customers see more effort coming into the drink, they feel better about the price.”
Catch Square Australia’s new series ‘In Service’ here.