Vile abuse: Hospitality operators already at tipping point slammed

Already at breaking point, hospitality staff are also copping vile abuse as they attempt to enforce vaccination mandates and change bookings they can no longer service.

Already at breaking point, hospitality staff are also copping vile abuse as they attempt to enforce vaccination mandates and change bookings they can no longer service.

The Bulletin was shown dozens of abusive messages by one top-end restaurant, sent in response to an auto-generated booking confirmation that politely requests customers show proof of vaccination on arrival.

Hospitality venues are copping a stream of abuse over enforcing vaccination mandates and changing bookings due to a staff shortage crisis. Picture: Gold Coast Bulletin

“Go f***ing kill yourself.” “People like you are scum.” “You’ll f***ing regret this dogs.”

The restaurant’s manager would not talk on record for fear of further retribution.

“It’s such a kick in the guts,” he said.

The business recently had to close due to staff shortages.

“We were relying on the (Christmas period) and already feel terrible cancelling bookings we know people have been looking forward to, but too many of our staff are in isolation waiting for test results.

“Most people are understanding and our locals have been so supportive, but the amount of hate out there is incredible.

“We’re just trying to do our best here, to keep our heads (afloat).”

Tourism and Transport Forum CEO Margy Osmond has urged abusive angry patrons to “take a chill pill.” Picture: NCA NewsWire / Christian Gilles

Tourism and Transport Forum CEO Margy Osmond slammed the abuse of hospitality operators and urged angry patrons to “take a chill pill”.

“It’s awful, they are just trying to make their venues safe for staff and visitors,” she said.

“These people have to take a chill pill and understand the people are just doing their job.”

Broadbeach’s Moo Moo co-owner Steven Adams said he was grateful the majority of people understood why they had closed recently.

“We had 300 customers per day that we had to cancel,” Mr Adams said.

“On the greater part we have been met with sympathy although there have been some people that have taken out their frustrations on us.”

‘Disappointing, frustrating’: Bookings turfed, restaurants closed

January 4, 2022

The Gold Coast hospitality industry is grinding to a halt as dozens of venues buckle to staff shortages, with pleas mounting for a new overhaul of close contact rules and test result delays.

It’s traditionally the industry’s most lucrative time of year, a chance to make hay while the sun shines before bunking down for winter.

Covid contact related staff shortages have triggered a hospitality industry crisis with major venues closing and cancelling bookings at Broadbeach. Remaining staff at Koi pack up. Picture: Glenn Hampson

This summer in particular was dangled as a glimmer of hope as domestic visitors returned with borders reopened after two years of erratic and crippling Covid-19 restrictions.

For many it has turned into a nightmare.

Closed, reduced hours or takeaways only signs are going up across the city. Rick Shores, Justin Lane, Loose Moose, Espresso Moto, Bar Italia, Jimmy Wahs, Dracula’s Cabaret, Roys by Gemelli, Wildernis Cafe Bar, The Salt Mill, Tipsy Pig Surfers Paradise, Stable Coffee Kitchen, Balboa Italian, Vinnies Dive Bar, Moana Restaurant and Bar, Currumbin RSL, Gemellini Gold Coast, North Burleigh Surf Club, Sake Sisters, Tropic Vice, Nectar Espresso, Glass Restaurant, Little Mermaid, Destino Sanctuary Cove and Moo Moo Restaurant are among venues to recently reduce trading hours or shut their doors until staff return from Covid-related quarantine periods.

Rick Shores is temporarily closed. Picture: Glenn Hampson

Now, business and tourism sector leaders including the National Retailer’s Association are calling for a further review of close contact rules, and to make rapid antigen Covid tests free plus solving the hours-long testing lines as an “economic necessity”.

Broadbeach’s Moo Moo Restaurant owner Steven Adams said the lack of rapid antigen tests on the Gold Coast was the main contributor to mass closures.

“We decided to close on New Year’s Eve morning because we had one confirmed case in the kitchen,” he said.

“All our staff PCR tests came back negative and we are looking to reopen. However it took four days to do that and it has cost us fortunes in revenue.

“The lack of testing capacity is preventing people who aren’t positive coming back to work.

Moo Moo Restaurant owner Steven Adams says he had to cancel bookings for up to 300 customers per day. Picture: Glenn Hampson

“We had 300 customers per day we had to cancel.

“On the greater part we have been met with sympathy although there have been some people who have taken out their frustrations on us.”

Draculas Cabaret operations and production manager Luke Newman said they had to cancel a week’s worth of shows at their busiest time of the year.

“It is very disappointing and frustrating but we are very aware we want to do the right thing,” he said.

“It’s deflating when we have waited for the borders to open for so long and then this happens.

“This is a major speed hump that we are going over at the moment.

“Once we get past this we are ready to bring people in and give them the best time.”

Even Dracula’s Broadbeach has suffered a bite to the neck. Picture: Jerad Williams

Mr Newman said Draculas Cabaret held an online sale for the week’s following shows.

“The public are understandably frustrated,” he said.

“We all thought we were past this. They woke up on Monday and saw their new bookings were cancelled.

“We are doing the best we can to get in touch with everyone as quickly as possible.

“However half our staff are isolated and we are running on fumes,” Mr Newman said.

Mr Newman said he hoped their would be more certainty across Australia’s state governments.

“There is always something new or another challenge around the corner but I am hoping we get past this and things settle and relax a bit more,” he said.

“What would be great is consistency in terms of classifications and isolation requirements. Especially when we are dealing with people from other states.”

Palm Beach Wildernis Cafe Bar manager Scott Anderson said they were grateful to stay open for takeaway but were only breaking even daily.

“You have to keep your doors open the best you can,” he said.

“We have to pay rent and all our overheads still. If you are closed completely people start to go elsewhere and then they start to fall in love with that coffee shop.”

Mr Anderson said in six months the venue had lost $50,000-$100,000 in functions.

“The next two or three weeks is when we make our money, but there is hardly anyone around,” he said.

Mr Anderson said they had high hopes for the border opening and restrictions easing but were taken by surprise with forced closures.

“We thought it would be a good start to the year but it’s been a fizzer.

“There is a famous saying, ‘you can control some things but you can’t control the world’.

“You can rally and do what you can but if chefs and staff are getting Covid, what can you do.”

Surfers Paradise MP John-Paul Langbroek said it was upsetting to see Coast hospitality venues suffering from Covid restrictions again.

MP for Surfers Paradise John-Paul Langbroek. Picture: Scott Powick Newscorp

“I am always prepared to listen to the Chief Health Officer’s advice but my concern is they haven’t prepared for what we are going through,” he said.

“The government has had two years to get the hospital system and testing system right.

“(and) make sure when businesses reopened they would do it with some certainty, because they can’t do it without that,” Mr Langbroek said.

State government needed to fix it quickly as venues were losing hope.

Over New Year’s Eve small bar king Scott Imlach had to close Mr Hizolas for a week costing $100,000.

Closure sign at Mr Hizolas, Burleigh. Picture: Sam Stolz

“I couldn’t believe the amount of money he was talking about,” Mr Langbroek said.

“It shows what an important period of time it is for these venues. They are only having to close because the system can’t cope.

“It is obvious with the PCR and rapid antigen test regimen that the government is not prepared.”

National Retailer’s Association CEO Dominique Lamb said the Gold Coast’s hospitality sector had been hit by a “perfect storm”, including rapidly-spreading Omicron and long-running chronic staff shortages.

She called on landlords to consider rent relief and government stimulus for businesses forced to close.

CEO National Retail Association Dominique Lamb said the Gold Coast’s hospitality sector had been hit by a “perfect storm”. Pictutr: Tara Croser.

“We knew we had a skills shortage for some time and this is being compounded by businesses teetering on the verge of survival seeing their entire staff wiped out with Covid,” she said.

“For many business it feels never-ending – we had a great Christmas but now we are facing these significant numbers.

“Everyone is doing their best but businesses really were hoping this was going to be much easier and refining the close contact requirements would certainly have an impact.

“We are going to have to work through this and Queensland has done really well but it is getting hard with the sheer volume of people.”

Queensland Tourism Industry Council CEO Daniel Gschwind said staffing issues which were affecting the hospitality sector were hitting home.

“Our Covid recovery was gaining momentum but we are in the situation where these staffing issues are being brought into sharper focus as we lose people to Covid,” he said.

“As an economic necessity we need to get the testing issues sorted out because it is not helpful to lose people for days on end because of the slowness.

‘We must accept this as a necessity now and making the tests free is also important.”

Moncrieff MP Angie Bell: “Labor’s handling of Queensland’s reopening has put businesses on the Gold Coast and across the state at risk of foreclosure and irreparable harm.”

“I’d urge the Premier and her government to work cooperatively with the federal government so we can work together towards fully implementing the National Plan and sensibly live with Covid,” she said.

“This needs to be above politics, this is about small businesses, potential mass job losses and our economic future.”

Acting Small Business Minister Grace Grace said staff shortages as a result of Covid were “across the board”.

“Our aim is to keep businesses open and Queenslanders in jobs through this next phase of the pandemic,” she said.

“Last month, we announced changes that redefine close contacts, halve quarantine periods for the fully vaccinated and even remove the need for businesses to close for deep cleans.

“Hospitality and entertainment venues opening to the fully vaccinated only also makes those businesses less likely to have cases.”