Cafes, restaurants embrace change as dining blueprint undergoes major shake-up

With the Port Macquarie-Hastings known for its myriad types of food outlets - from hatted restaurants through to fish and chips - the coronavirus has done wonders for the variety of takeaway meals now available to consumers.

The humble takeaway has shifted, decidedly, to gourmet.

Bills Fishhouse and Bar is offering home delivered seafood platters while you can also experience the beaut ice-creams from Baskin-Robbins too.

For some though, like Chop 'n Chill owners Paul and Jacqui Cudmore, they've opted to ensure the quality of their meals is maintained by walking back on their home delivery service.

"We did move to the takeaway model for a period of time but we believe we are a destination eatery," Mr Cudmore said.

"Because we are based right in the heart of Port Macquarie's Town Green, we want people to come down and eat-in.

"This helps us maintain a strong hold on the quality of our meals.

"The home delivery model did work for us - we had many customers taking up that option - because it kept the business ticking over.

"People can still pre-order and pick up, which is a particularly good option for many people looking for a Saturday or Sunday morning breakfast."

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Another to successfully move into the home delivery option is Blue Water Bar and Restaurant.

Owner and chef Cheryl Pavey says her biggest hurdle was overcoming the loss of their dine-in experience for customers.

She said government and health restrictions were probably the "biggest bite for us".

"In the warmer months we are predominately a functions outlet," she said.

"We are known for hosting celebrations, parties and functions catering up to 150 guests, which we can't do anymore.

"So there was little to no choice really: we had to act.

"The good thing was that when change is forced on you and there is no alternative, everyone has to embrace it."

Ms Pavey says their online ordering system and home delivery service has meant a reduction in pricing to maintain a level of competitiveness.

She said there was also saw a change in style of food to suit the home delivery model.

And since reopening, this has meant providing two different styles of foods.

Ms Pavey was certain of one thing: the future of dining and the consumer expectation has been significantly altered.

"A lot of the preconceived ideas in dining do not matter any more," she said.

"The blueprint is changed and everyone has accepted that."

Ms Pavey said customers, staff and her landlord had all assisted in helping the business continue to succeed.

Another successful outlet to adapt - and keep adapting - is Burger Urge.

Franchisee Shane Joyce said the Port Macquarie outlet mirrored the home delivery model available from the businesses headquarters in Queensland.

That decision saw an extra six staff members employed.

Mr Joyce says the business is doing "okay, but not magic numbers".

"Our aim when the coronavirus impacted our business was to continue to operate and not to lose any staff members," he said.

"We also moved to increase our staff training too. This included reeducating them each day as new guidelines were introduced.

"That training was based around ensuring the service we offered inside the business was replicated in our home delivery service.

"It's a whole new dynamic to get your staff to embrace that kind of change.

"Fortunately, the franchise model for home delivery, the food containers and boxes were already there which made the transition for us easier to adapt."

Mr Joyce also acknowledged the community for embracing and accepting the home delivery model.

"I think the community understands the kinds of pressures a business can go through, particularly in regards to COVID-19," he added.

Mr Joyce is a 20 year veteran in the hospitality industry but says good service never goes out of fashion.

He said the pressure of COVID-19 on his business helped focus attention on the customer's needs.

And, he says, he has noticed a change in eating habits since the home delivery service was introduced.

"The online system of ordering allows the customer to pick and choose new items from the menu list.

"The online world has really helped people to try new items.

"But the service still needs to be at the same level," he said.

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