Inside AGE 2022

50 | I NSIDE AGE | #1 AUG 2022 | asgam.com BB: Have consumer trends or preferences changed as a result of COVID-19? What is today’s customer looking for from their local club? JL: It’s still difficult to identify to what extent there has been a genuine shift in preferences and behaviours. Certainly there was a considerable shift towards home delivery of food and drink during COVID but people are back out again, so it is unclear if there are any permanent shifts as a result of COVID. What we do know is that people are after quality experiences. There were unprecedented savings during lockdowns and so people have money to spend if there is a compelling reason to spend it. We think that customers are looking for those quality experiences. BB : We ’ ve r e c e n t l y s e e n Aus t r a l i a ’s l a r ge s t ca s i no operators face inquiries that centred largely on their AML controls. This is of course an ongoing challenge for clubs and pubs as we l l . What i s being done to address this important issue? JL: I ’ ve got l ot s of f r i ends who work at Star and Crown wh o me n t i o n t h a t t h o s e organisations have the money a n d t h e c omm i t me n t , s o they are the safest and most responsible places when it comes to these [AML] issues. The real concern for us is how these inquiries have clearly indicated that’s not the case.