Sydney Unleashed: Why Australian Hospitality Venues Are Rethinking Their POS System and Service Model
A recent article published by Sydney Unleashed, "Your Local Is Changing How It Serves You — and GoTab Is the Reason Why," explored a trend that many Australian hospitality operators are experiencing firsthand. The article featured an interview with Nathan Merriman, General Manager of GoTab Australia, and examined how venues are adapting to rising costs, staffing challenges, and changing guest expectations.
While guests may notice more QR codes, mobile ordering, and handheld devices on the floor, the bigger story is how hospitality businesses are rethinking the role of their POS system and service model to remain competitive.
For pubs, clubs, restaurants, breweries, hotels, and hospitality groups across Australia, flexibility is becoming one of the most valuable operational advantages.
The Traditional Service Model Is Under Pressure
Australian hospitality operators continue to face a difficult operating environment.
Rising award wages, penalty rates, compliance requirements, and ongoing staffing shortages are putting pressure on profitability. At the same time, guests expect faster service, greater convenience, and more control over how they order and pay.
According to the Sydney Unleashed article, one in ten Australian cafés and restaurants closed in the past year, highlighting the need for operators to find more efficient ways to run their businesses.
For many venues, this has led to a simple question:
How can we continue delivering great hospitality without increasing labour costs every time business volume increases?
The answer increasingly involves technology.
Why the POS System Has Become More Important Than Ever
Historically, a POS system was primarily used to process transactions.
Today, operators expect much more.
A modern hospitality POS system needs to support multiple ordering channels, streamline operations, provide real-time reporting, and adapt to different service styles throughout the day.
A busy pub might offer traditional table service during lunch, counter ordering during happy hour, and QR ordering during major sporting events. A brewery may need staff to take orders at tables while allowing guests to reorder from their phones. A hospitality precinct may combine multiple food and beverage concepts within a single guest experience.
The POS system becomes the operational hub that connects all of these experiences together.
As Nathan Merriman discussed in the Sydney Unleashed interview, operators are increasingly looking for technology that provides flexibility rather than forcing them into a single service model.
The Rise of Handheld POS in Australian Hospitality
One of the biggest shifts occurring across Australian venues is the growing use of handheld POS devices.
Rather than requiring staff to walk back and forth between tables and fixed terminals, handheld POS systems allow orders to be entered and sent directly to the kitchen or bar from anywhere in the venue.
The benefits are significant:
- Faster order entry
- Reduced wait times
- Improved order accuracy
- More efficient staff workflows
- Better guest experiences
For busy pubs, breweries, clubs, and restaurants, handheld POS devices help staff spend less time processing transactions and more time interacting with guests.
This is particularly valuable during peak trading periods when every minute matters.
Why Hybrid Ordering Continues to Gain Momentum
Another key theme highlighted in the Sydney Unleashed article is the growth of hybrid ordering.
Many operators have discovered that guests do not all want the same experience.
Some guests prefer traditional service from venue staff. Others prefer the convenience of scanning a QR code, opening a tab, and ordering directly from their phone.
The most successful venues are supporting both.
Hybrid ordering allows operators to combine:
- Traditional table service
- Mobile ordering and payment
- QR ordering
- Handheld POS devices
- Counter service
within a single guest journey.
This approach gives guests more flexibility while allowing operators to adjust service levels based on demand, staffing availability, and venue requirements.
Real-World Results From Australian Venues
The Sydney Unleashed article highlighted Melbourne's 98 Lygon Street Bar & Bistro as an example of how modern hospitality technology can support multiple service models.
During quieter periods, staff can provide traditional table service. During busy periods, guests can use mobile ordering to place additional orders without waiting for a staff member. Menu changes can also be updated instantly across every ordering channel.
This flexibility allows operators to maintain service quality while adapting to changing business conditions throughout the day.
For many venues, that level of operational agility is becoming a competitive advantage.
The Future of Hospitality Technology
The Sydney Unleashed article reinforces a trend that is becoming increasingly clear across Australia.
Hospitality technology is no longer simply about taking payments.
Today's leading operators are investing in POS systems, handheld POS solutions, and hybrid ordering platforms that help them improve efficiency, increase guest spend, and deliver better guest experiences.
As Nathan Merriman explained, hospitality businesses need technology that adapts to the way they operate rather than forcing them to change their business to fit the technology.
The venues that thrive over the next decade will be those that can balance great hospitality with operational flexibility.
Request a Demo
Looking for a hospitality POS system that supports handheld POS, QR ordering, mobile payments, and flexible service models?
GoTab helps pubs, clubs, breweries, restaurants, hotels, and entertainment venues create better guest experiences while operating more efficiently.
Book a demo today to learn how GoTab's flexible hospitality commerce platform can help your venue adapt, grow, and thrive.