Water Corporation, Fremantle Port chairman Ross Love slammed by WA pub for complaining about long wait

Pubs and restaurants are pleading with patrons to understand they’re struggling with chronic under-staffing, with one country pub pointing this out to a customer, unaware he was a senior figure in the WA Government. The Mount Barker Hotel Bar & Bistro posted a photograph on its Facebook page of Ross Love leaning on the bar in conversation with a staff-member. He was unhappy with his long wait for a meal. In what it called an “Appreciation Post” it served-up another type of beef to Mr Love, who is the chairman at both the Water Corporation and Fremantle Ports. “Would love to say a huge shout-out to these wonderful city slickers who decided to visit last night!” they posted on Monday. “Your (comments) about our little country pub, the three staff members we had available and the people from the local hockey and soccer clubs, and also the numerous takeaway orders that you politely let order before you, while you enjoyed sipping on your local red wine in front of the heater is definitely something we will not forget. “Because we were so busy .... (with) the cook who has worked nine weeks straight. “We’re all human, and just like every other hospitality venue especially the ‘country pubs’, finding staff is difficult, but your comments towards everyone and everything was truly something we will hold close to our hearts … It was unfortunate that you only had 45 minutes in your schedule to spend with us. “You could probably see I was really busy and it was nearly 7 o’clock and you had other venues you needed to be at for dinner on a Sunday night ... We wish you and the establishments you encounter on your travels the best of luck for the future! Kindest regards from everyone @ Mount Barker Hotel.” Mr Love said he was disappointed with the hotel’s social post but it wouldn’t put him off returning to Mount Barker. “I had been looking forward to a great pub meal, but it wasn’t the experience I was hoping for on the weekend — which was a shame for me and the hotel. “I’m disappointed it’s been handled this way by the proprietors rather than seen as honest feedback from a customer — one who has had many great experiences in Mt Barker, including at this hotel, in the past. “Mount Barker’s a terrific town and I look forward to returning there soon.” Australian Hotels Association chief executive Bradley Woods confirmed that venues were feeling the tension from unhappy patrons having to deal with longer wait times for food and drinks because they were so under-staffed. Talking in general terms, he urged customers across the State to keep in mind how difficult it was for management and staff in current circumstances and be as patient as possible. “Hotels, pubs, bars, restaurants are all experiencing the same pressures,” he said. “And we’re doing the best we can with the limited resources available. Some venues have had to reduce their service offerings. So if you see tables that are that are not full and venues turning people away, well, that’s because we don’t have enough staff. “If meals are taking longer or it’s taking longer for drinks to arrive, it’s because we don’t have enough staff. “Prior to the pandemic nearly 50 per cent of service staff were either international students working or they were backpackers,” Mr Woods said. “With that market almost decimated now, there’s been a substantial drop in the availability of any service staff. “We need people to be realistic about the labour shortages that exist. When we are offering service at a hospitality venue that is sit down and full service, it’s not take away food. It’s not fast food. It’s not designed to be just heated. Things are cooked from scratch. And maybe it’s an opportunity to take time out and savour the moment, or check your emails, read a book, chat with friends, network with family, appreciate the environment, or meditate. “A lot of people are being understanding and being patient. But some customers are getting more frustrated. We’re still seeing it. “For example, I picked up some Chinese takeaway last night. When I rang and ordered, they said it would be 40 minutes. When I got there, it was another half an hour and I just put it down to them being under the pump and it was a (busy) Friday night. “I noticed one patron was a bit more agitated about having to wait and expressed that to the person at the counter. It does happen.” Mr Woods said research indicated it could take until the end of 2024 to get staffing and service levels up to where they were before the pandemic. “When people travel overseas, they’re going to find that the same service issues that are affecting us here are affecting parts of Asia, Europe and the Americas as well,” he said. “The best way of addressing it is to have the State Government collaborating as closely as they can with the Commonwealth in trying to attract as many working holidaymakers, backpackers, international students back into the country as soon as possible. “So for instance, the Premier’s heading overseas next week. I know he’s going after tradies and skilled workers, but we need to ensure that attracting semi-skilled and unskilled workers to come and live and work in WA is front and centre as well. “The AHA is working with Tourism WA around campaigns that could achieve that, both on the east coast and overseas. We’re also working with Tourism Australia who have campaigns in market in the UK and Europe to attract more working holidaymakers to come to Australia, and WA needs its fair share. “As an industry, we’re also focused on hiring locally, training people, upskilling, trying to look at career pathing as an option. I think all the stops are being pulled out by industry and everyone contained within it, but it does take time to build skill levels. “People have left the sector, and we’re going through a total reinvigoration and a totally new process of having to train and educate staff as well. So that needs a little bit of appreciation and patience from customers as well.”