• Case Studies

Meet The ‘Little Guys’ Shaking Up Big City Hospitality

7 min. read01.09.2022
By Team Zeller

The Coupette Group is playing in a progressive corner of the industry.

Opening a new bar in the culture capital of Australia is no easy feat. Known for its plethora of quirky cocktail bars, hidden haunts and underground taprooms, the bar scene in Melbourne is arguably the most competitive in the country. With a bar or pub on almost every street corner of the inner-city suburbs, it takes something special — groundbreaking, even — to stand out from the rest.

The Coupette Group is a Melbourne-based hospitality group “focusing on bringing true hospitality to those around us”. Their portfolio spans well-known The Woods Cocktail Bar, and recently opened Pomelo Rooftop and Bouvardia, widely considered one of the prettiest bars in the city.

With an entrance via a stairwell on Melbourne Place and panoramic views of Melbourne’s skyline, Pomelo Rooftop is an 80's Miami Art Deco wonderland with a New York state of mind. Bright, cheerful and casual, guests are spoilt for choice with an alcoholic slushie machine, Moon Dog seltzers on tap, and seltzers canned in-house using ingredients from the venue below. Down a set of internal stairs, you’ll find the experimental cocktail bar Bouvardia — set in a mid-century inspired space, which had previously sat empty for a decade.

We spoke to Dom Gareffa — who has been managing both new venues since inception — about throwing out the rule book to create a sustainable, no-waste loop through their venues, and bringing warm, old-school hospitality back to Melbourne.

Bouvardia Case Study-2022 08-supporting image-01 (1)

The Coupette Group’s hospitality-first approach

Dom, who sharpened his tools at polēpolē before opening bar Trinket on iconic Flinders Lane, was previously part of the team at world-renowned Attica. It’s here that he learned to push boundaries with a refined elegance — which is easy to spot in the newest venue, Bouvardia.

“It gave me a huge push in terms of my learning development. It was the best restaurant in the country, and a steep change from running a cocktail bar,” he says. “That experience has informed a lot of things that I do here — implanting all those fine dining details.”

Having two diverse offerings under the one roof allows The Coupette Group to target two very different markets, while also giving guests a variety of options via one convenient, internal staircase.

“It’s very much juxtaposed in approach, with the same core values. There’s still a huge focus on local suppliers, service, and all those little fine details — just presented in a different way,” Dom says. “We focus on great drinks and providing great service.”

As a values-driven team, The Coupette Group didn’t want to be shackled with ideas of the way things should be. Rather, they wanted to explore what could be — without restriction.

“When we were conceptualising the place, it was very much a futuristic approach. We didn’t want to do things how we were taught. We threw out a lot of templates and rethought how we put together cocktails, how we choose staff, and how we manage people's work-life balance,” he says.

“Everything we do is about breaking the paradigms of the hospitality industry and rethinking how to do things properly.”

“That extends to our no-waste approach, our experimental cocktails, our style of service — everything. There’s detail in everything we do, everything is thoughtful. Our jugs and our trays, and everything to do with the venue. We know our suppliers, and our style of service is engaged and human in our interactions — not being transactional. All these little details build rapport and connections.”

It’s this desire to work with local, known suppliers that initially drew The Coupette Group to Zeller.

“Something very important to us is having local suppliers, and having that connectivity with our suppliers. Working with a bank that doesn’t quite understand us or see us is not something we were very comfortable with.”

Re-thinking the classics

The Bouvardia cocktails are experimental, with the seasonal menu favouring one-offs and custom creations over classic cocktails or twists on martinis.

“We’re very much focussed on a piece of produce or a process we want to use — a culinary process or a scientific process, and we base the drink around that. We want to be hyper-creative. The thing I’m most proud of is seeing some of our junior cocktailers come up with some cool drinks and adapting the processes we've taught them,” says Dom.

Offerings include the iconic Major Tom, made from lacto-fermented passionfruit, Marionette Blue Curacao and amazake cream (a fermented Japanese rice drink).

“It’s almost got a little cult following in Melbourne, and we’re proud of its longevity. Even though it is bright green and a little bit Instagrammable, it’s a super complex drink and there’s a lot of time that goes into it.”

This progressive approach to cocktails doesn’t stop on the second floor — it makes its way up to the rooftop. The Bouvardia menu has a direct influence on Pomelo Rooftop's offerings.

A zero-waste loop

Consumers and merchants alike are becoming increasingly environmentally conscious, and drawn to sustainable practices — something The Coupette Group takes seriously.

“It was important to us to come up with a sustainability program because we feel that we have a responsibility. Running such a large venue in the CBD, you always have a huge footprint — so it’s important to come up with ways to combat that,” says Dom.

For Bouvardia and Pomelo Rooftop, that means reducing food waste.

“Any waste product from our cocktail list will get reused in our seltzers upstairs, at Pomelo. For example, if we’re infusing fig into spiced rum, that fig will go through a second fusion and get made into a seltzer."

Rather than be a secondary thought, this zero-waste loop is considered right from each cocktail's inception.

“Part of the process is working out what we do with the waste, or how we minimise waste, and having that as a thought when we’re making a drink — rather than just chucking it in there and not thinking about the husks or any wastage of our drinks.”

It’s not something that’s pushed, but if you ask staff, they’re more than happy to explain the process.

“We weren’t particularly worried about the marketability of it, because it’s something that every venue should do. It shouldn’t be a selling point.”

Making the customers feel like rockstars

Hospitality is central for The Coupette Group. As Dom explains, what sets a venue apart — beyond its inventive offerings — is its service. The way a customer feels leaves an impression that lasts far longer than an evening.

“From how we greet people, to how they walk out that door — and paying that bill and having that transaction at the end is incredibly important to be smooth and sleek. It’s really important they walk out of here with a really incredible impression of us, and that is down to how we interact as well as tiny, tiny details,” he says.

Integrated EFTPOS is a vital part of hospitality. The ease with which a customer is able to settle up can elevate (or tarnish) the entire experience. For the Bouvardia and Pomelo Rooftop teams, it’s all about making the process easy for customers.

“The biggest thing is ease of service,” Dom says.

“Whether it’s at the table or at the bar, we can just hit a button on our point-of-sale and it pops up on Zeller, and looks beautiful.”

“The graphics are fantastic. We can quickly generate bills and take payment at the table, and we’re not stuffing around with manual charges or connecting the systems or linking up numbers.”

Of course, aesthetics played a part in The Coupette Group’s decision to choose Zeller as its preferred merchant services provider.

“Everything we do here is based around how it affects our service, so if we can pick up a machine that’s pretty-looking, drop it at the table really quickly and take payments really quickly — that’s positive. If you’re getting a sticky bank terminal on your table, it makes a huge difference to service. Detail is everything here.”

Bouvardia Case Study-2022 08-supporting image-03 (1)Bouvardia Case Study-2022 08-supporting image-02Bouvardia Case Study-2022 08-supporting image-04 (1)

Breaking into the Melbourne hospitality scene

Dom describes the process of opening a cocktail bar in Melbourne, Australia’s hospitality darling, as incredibly challenging. The team were just finding their groove as the city was shuttered.

“The challenges of lockdowns — for five months of our first year — made it difficult to restart, and we never got the momentum that we usually would in our first year of business,” he says.

“The challenge in the CBD at the moment is that we’re up against a lot of big hospitality groups. We are very much ‘the little guy’ in the market, so it’s important to be able to offer something very different to everyone else. It was quite hard, but I think our approach to service and our approach to drinks is unique.”

It’s these changes in the hospitality scene that Dom is excited to see gain momentum.

“There is definitely a progressive corner of our industry that is doing things differently, especially post-covid. Bars that are doing creative things with modern spaces — like what we bring to the table. It’s exciting to see independent businesses, bar-tender owned businesses, that are really pushing the big hospitality groups in terms of that market share. I think at the moment there is a little bit of a battle between the big groups and the smaller operators, but I’m looking forward to seeing the creativity born out of these groups.”

Power Up Your Business with Zeller’s POS Integrations

If you’re shopping around for a payments provider or a point-of-sale system, you may have come across the term ‘integrated EFTPOS’. In this article, we explain what this technology is and how your business can benefit from integrating with Zeller Terminal. Integrated EFTPOS is a direct connection between your point-of-sale (POS) system and your EFTPOS machine. When these two systems are integrated, sales totals that are rung up on the POS are pushed automatically to the  EFTPOS terminal , eliminating the need for staff members to key in the sales value manually on the machine before payment. With the tap of a button on your register, payment details are automatically transferred to your EFTPOS terminal, ready for your customer to tap, dip, or swipe. To explore the best POS systems available in Australia and find one that suits your needs, check out our comprehensive blog article on the topic. Connect Zeller Terminal with your point-of-sale. Push sales from your point-of-sale (POS) system to Zeller Terminal for faster transactions and better accuracy. Discover integrated EFTPOS Six ways Zeller Integrated EFTPOS will benefit your business. 1. It reduces human error. An unintegrated EFTPOS machine requires a staff member to manually enter the sales total into the terminal before the payment can be processed. Unavoidably, this process will lead to human error. If a customer is accidentally overcharged, not only do you risk losing their business in future, but it takes time away from your staff to process refunds for incorrect payments. Similarly, if a customer is accidentally undercharged, it is unlikely that you will be able to recoup the lost revenue, and it can lead to frustration and confusion when it comes to end-of-day reconciliation. Integrated EFTPOS eliminates these risks, by removing the need for manual entry into the EFTPOS machine. 2. It makes transactions faster. Integrated payments allow you to serve more customers, faster than ever, by removing unnecessary steps in the payment process. Whether you use a touch screen or a barcode scanner, integrated EFTPOS allows data to be pulled directly from your system, reducing waiting times at the checkout. You’ll also save time at the end of the day. Thanks to two-way communication between your devices, end-of-day reconciliation becomes a breeze, with payment transactions relayed back to your POS automatically. 3. It’s free and fast to set up. Although some merchant services providers may charge upwards of $10 per terminal to integrate with your POS system , Zeller’s integrated EFTPOS solution is free. Similarly, the process of getting set up is simple and self-service. Traditionally, integrating EFTPOS and POS systems has required a third party engineer or integration specialist to arrange a time to visit your business premises in person, with Zeller, you can connect your systems remotely, and in most cases, in less than 15 minutes. “Whether it’s at the table or the bar, we can just hit a button on our POS and it pops up on Zeller Terminal. It looks beautiful, and the graphics are fantastic. All customers have to do is tap and go. Transactions, receipts and refunds are easy.” Dom Garreffa, Pomelo and Bouvardia 4. You won’t lose sales if your POS system fails**.** In the event of a POS system outage (or other disruption to your POS system), every other integrated EFTPOS solution will lock you out of your EFTPOS terminal – forcing you to contact their customer service centres in order to get back up and running. We understand it’s critically important that, no matter what, you are still able to process sales at your business. If your POS system suffers a disruption for any reason, you can continue to use Zeller Terminal. Simply toggle on ‘Card mode’, and you will be able to continue processing transactions via Zeller Terminal without any downtime. 5. You have over 600 POS platforms to choose from. Whether you’re using a  cloud-based or on-premise POS  solution, with Zeller, you can be confident that – no matter which POS you choose, or industry you operate within – you’ll get the benefit of integrated payments. Zeller is proud to partner with over 600 POS providers, including leading solutions such as  Abacus , Impos ,  Zii ,  H&L ,  Oracle ,  Whoods ,  Redat ,  Task ,  Hike , plus a long list of others to service a wide range of industries and business sizes. To view the full list of POS providers that Zeller integrates with, visit the  Zeller Partner Hub . Not sure what POS system to choose? Use our Best POS Systems Guide for 2024 to help you find the right provider for your business. 6. You can turn tables faster with Pay at Table. Hospitality businesses using  H&L POS  enjoy the added benefit of Zeller’s innovative  Pay at Table  solution. This integrated technology allows Zeller Terminal to function as an extension of your H&L POS, allowing staff members to view open tables, see total outstanding bills, take payments and close tables — all on one device. Rather than the customer paying at the counter or finalising the bill in the traditional, time-consuming manner, waitstaff can deliver the bill and the mobile payment device, all at the same time. Read our blog article to learn how  Pay at Table  works. Ready to connect Zeller with your favourite tools? Discover Zeller Partner Hub

Bar Positano: from Food Truck to Brick-and-Mortar Eatery

Meet the all-authentic Italian food truck navigating an expansion during COVID-19. The evolution from popular mobile food truck to permanent bar, deli and cafe seems a natural progression for Bar Positano . After a successful eighteen months serving paninis, cheese boards, and other Italian delights from the bay window of their highly instagrammable van, co-owners Anthony Porra and Luca Andolfo decided to put down stumps in Sydney’s Surry Hills and shift their focus to the sit-down dining experience. Although a sudden citywide lockdown threatened to derail the grand opening of Bar Positano’s new brick-and-mortar location, the duo were quick to adapt. Celebratory spritzes were swapped for takeaway cocktails and the deli was stocked with take-home pasta so locals could dish up their own cure for those holiday cravings. We spoke to Luca and Anthony about the challenges they’ve faced so far, and why now’s the perfect time to bring a slice of the Amalfi Coast to Surry Hills. Tell us a bit about how Bar Positano first started. We first started out in the events industry, providing event hire and styling services for many weddings and other events. A lot of clients use pop-up food and drink vendors for a more casual style, so we decided to add a mobile bar to our offering. Being of Italian heritage, we thought we could offer a unique and authentic food truck, focusing on quality products and service for weddings, private and public events. Then we were in Surry Hills one evening and saw the vacant shop, which had a nice unique style and a sunny corner position. Many Australians travel and love the Italian summer atmosphere, when it comes to alfresco dining and aperitivo. We’ve always wanted to bring that experience to Sydney, and thought this would be a perfect location to test our idea. What was the biggest challenge you faced, establishing a permanent site? Being a food truck, we always tailored our menu based on the event or location we were serving. We also kept to a limited menu, as it is always a challenge working within such a small space! Moving into a physical location made us really think about our target market and demographic, as well as a gap in the market which we wanted to target. It is always challenging establishing a new business in a niche category, as you don’t know whether it will work or not. But we believe in it and really love it ourselves, so we just hope that everyone else does too. How has COVID-19 impacted your business? COVID-19 is a huge challenge to all businesses, but we decided to open up anyway as we wanted the community to see what we have to offer — albeit with a limited menu at the moment. We also sell smallgoods from the deli and pasta, sauces and other Italian products, which are a benefit to locals during lockdown. It’s the right time for us, particularly because we are opening in winter — at a time people normally head off overseas for a summer holiday. Despite the current restrictions, we’re giving customers a feeling of being overseas on holiday, or eating and drinking what they normally would if they were in Italy. We have been lucky enough to receive support from the locals, grabbing something takeaway and supporting our new business. What inspired you to make the switch to Zeller? How are you finding it? What we were looking for was a reliable system that was simple to use in a fast-paced environment. We love that the terminal not only looks good and suits our decor, but it is so simple to use with extremely low rates. The customer service and support is really great, the onboarding simple and straightforward, and the general daily use is so simple and reliable. Really happy we chose Zeller! What have you learned about running a business, with everything going on this year? To really think about our business concept, and how we can still be true to our brand and offering while remaining versatile so we can adapt as situations change.  For instance, instead of sitting down to an antipasti board and Aperol Spritz — which is what we initially envisioned — we decided to advertise takeaway deals on our social profiles and package everything up, including the alcohol, so people can enjoy the same product at home, or wherever they may be. It is so important to stay in touch with the community by communicating on social media, the website, and as best you can in store for anyone who passes by. What’s next for Bar Positano? We are really looking forward to opening our doors and having people sit down and enjoy the space. At the moment it feels like a bit of a tease, as we have only been offering takeaway coffees, panini, and a limited menu from the deli. It will be great to be able to operate at full capacity, for both our customers and staff. Do you have any advice for other business owners at this time? Stay positive, be creative and hang in there! The community is really supportive and tries to support as best they can. Restrictions will eventually lift, so just take it day by day and be flexible with your product, trading hours, and how you operate your business.

How Zeller solved Decoy Cafe‘s Downtime Issues

Since making the switch to Zeller, Decoy Cafe has resolved its biggest frustration. Coffee is a family affair for the Spathis’. Brothers Bill and Chris have been perfecting the art of brewing for more than 30 years, ever since their first summer holiday job working in the family’s coffee lounge. These days, the coffee connoisseurs can be found on Melbourne’s busy Exhibition Street. Every morning, Bill fires up the roaster and Chris gets to work preparing the kitchen for the busy day ahead. The smell of fresh coffee wafts out into the street, welcoming Decoy’s loyal customers in for their morning cup. But Decoy had a persistent problem. Their EFTPOS terminal, provided by one of the big four banks, would frequently drop out during rush hour — forcing them to rely on an I-owe-you honesty system. We sat down with Bill to understand more about the Melbourne coffee scene, what makes Decoy unique, and how Zeller is helping business run as normal. How did you get started in the coffee business? We’ve always been involved in coffee, it’s in our blood. As kids, we didn’t get school holidays. We would jump on a train and head for the city, to dad’s coffee lounge. We’d arrive early in the morning and help dad take orders, serve customers and make coffees. Then, when my brother and I went to Sydney for a period in the early 90s, we continued the family legacy. We established and ran Retro Cafe for about 15 years, which was next door to Sydney’s State Theatre. It became a bit of an institution. We hadn’t started roasting our own coffee yet, though. Eventually, we came back to Melbourne and landed in Flinders Lane. This is when the cafe scene became very competitive — you had to do something different to stand out from the crowd. So, we decided to roast our own coffee. It’s difficult to roast beans in the middle of the CBD, due to council restrictions, so we ended up finding the site at 303 Exhibition Street. We’ve been roasting here for 14 years now. What’s changed in the three decades since? Back in the 70s, people ordered their coffee so hot it was sacrilegious — but that’s the way most people liked it. There was also far less diversity. At one stage, most people were buying coffee from the supermarket. People are more discerning now. Most are buying their coffees from local roasters. Single origins are our specialty, and we do it well. We roast single origins from Colombia, Costa Rica, Brazil, Tanzania, Ethiopia, Rwanda, Kenya, El Salvador, and beyond. All our beans are roasted in small batches, which helps us to make sure every roast highlights the beans’ unique characteristics and gives more consistency within each batch. The cafe industry has changed dramatically from the 70s to now, and it’s still constantly changing. You’ve got to keep up, whether that’s with a new offering like beans, better service, great staff, or new equipment. Last year, we renovated the cafe and installed a Modbar under-counter coffee machine for a streamlined coffee service. We also recently upgraded our EFTPOS terminals to Zeller. What made you decide to switch EFTPOS terminal providers? We were with one of the big four banks, and we were very unhappy with the number of dropouts. Our EFTPOS terminal would stop processing transactions at peak periods. Our upstairs area would be packed with diners eating breakfast, while downstairs would be busy with takeaway coffee orders and there would be a queue out the door. But the terminals would go down, so none of the customers could pay — they’re not carrying cash these days. We’ve built up a strong customer base. About 95% of our customers are regulars. So, when the terminals were down, we’d take a customer's name and they’d come back the next day to pay us. We don’t have any of those issues with Zeller, so I’m happy to say we don’t need to do that anymore. Our terminal has 4G and WiFi. If the 4G network goes down, WiFi takes over — business continues, as normal. "Taking payment from a customer is simple, as it should be." How did the outbreak of the pandemic affect the business? It's been tough, I won't deny it. We have a great product and a loyal customer base and that's allowed us to keep going. The COVID-19 pandemic and lockdowns impacted sales, as we lost all our corporate customers when offices emptied out in Melbourne's CBD. What's kept us going is essential workers and tradespeople from nearby building sites and an increase in the number of  “home barista” customers — people buying their coffee beans from us to make their own coffee, while working from home. Tell us about working with family. We believe that being a family business has helped us succeed and stay resilient even in these challenging times. Chris and l have worked together from the very beginning, starting in our late father’s restaurant as young boys. We work well as a team and I think it’s part of what makes Decoy a success. A lot of cafe owners these days will hire a manager, but we’re owner-operators, and there’s always one of us here. We do that because we really love working with customers. We give 100% when it comes to quality, service and staff. Chris and I share those values. We rely on each other. Decoy Cafe is located at 303 Exhibition Street, in Melbourne's Central Business District. Drop by for your morning coffee, a quick snack, or lunch, or pick up a bag of fresh coffee roasted on-site (also available on the newly-launched Dark Horse Coffee Roasters website).

What’s the latest?

Fresh resources, offers and updates in your inbox every month, to help your business succeed.