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Subscribe From Burnout to Breakthrough: What Square’s Hospo Experts Want You to Know
There’s no rulebook for running a venue in Australia’s ever-evolving hospo landscape, but there’s no shortage of innovators showing what’s possible.
We’ve partnered with Square to explore what it really takes to run a thriving hospitality business — from building culture and managing cash flow to creating experiences guests never forget.
If there’s one thing we’ve learnt from countless chats with small business owners across Australia’s hospitality scene, it’s that passion is the pulse behind it all. Blood, sweat, and tears aren’t clichés here; they’re the reality. Between rising costs, climate challenges, and the constant pursuit of quality service, running a venue is no small feat.
That’s why we’re partnering with Square, trusted by many of Australia’s most dynamic small businesses, to spotlight the launch of their new masterclass series. Designed to make life a little easier — and a lot more inspired — the In Service program delivers sharp, insightful lessons from industry leaders who know the grind firsthand. Each bite-sized video serves up practical wisdom and real-world insight — no dry theory in sight.
Ever wondered how pasta legends Fabbrica evolved from cult Sydney restaurant to retail powerhouse? Or how to strike the perfect balance between unforgettable design moments and the perils of over-branding? General managers, interior designers, executive chefs and micro-restaurant owners are spilling their secrets — and you’re invited to take a front-row seat (from the comfort of your own lounge, of course).
People
With early mornings, late nights and long shifts part of the hospitality grind, maintaining a healthy culture and avoiding burnout is essential. What works in other industries doesn’t always translate here, which is why this series shines a light on hospo leaders reimagining team wellbeing, communication and connection from the inside out.
Daisy Tulley, Group General Manager of MUCHO Group (Centro 86, Bar Planet, The Cliff Dive), leads with empathy. Her approach treats service as both art and mindset — real conversations, not rehearsed transactions. Drawing on her performing-arts background, she sees bartenders as storytellers, training teams to engage guests with authenticity and warmth: “You’re doing your people a disservice if you’re not constantly teaching them.”
She’s joined by Bar Copains’ co-owner Morgan McGlone, who champions relationships as the backbone of small-venue success, and Calibrate Coffee’s Josh Edwards, who shows how values-led leadership builds resilience and retention. The takeaway? Strong teams build stronger businesses — invest in your people first, and the rest will follow.
See the In Service masterclasses on building strong teams and authentic culture
Profit
With food prices and labour costs on the rise, profit has become one of the hottest topics in hospitality — and a key focus of Square’s In Service series. Across the masterclasses, industry leaders share how to grow smarter: managing cash flow, scaling sustainably and building new revenue streams that complement, not compromise, their core business.
Take Fabbrica, the pasta legends who turned a cult Sydney restaurant into a retail powerhouse, landing their gourmet packs in Woolworths’ stores nationwide. Their philosophy? Start small, test thoroughly and scale with care. “You have to crawl before you walk,” says Director Scott McComas-Williams, a reminder that smart growth is patient growth. Meanwhile, Calibrate Coffee’s Josh Edwards demonstrates how thoughtful design and strong systems underpin scalability, blending creativity with structure to support sustainable expansion. Together, their stories show how precision, consistency and purpose can transform local favourites into enduring success stories — practical wisdom worth taking straight to the bank.
Explore In Service to learn how hospo leaders grow with purpose
Service
Service sits at the very heart of hospitality — and few embody it more thoughtfully than husband-and-wife duo Yoora Yoon and Jung Eun Chae, the minds behind six-seat Korean micro-restaurant CHAE. Every element of their dining experience — from ballot-style reservations to house-fermented condiments — is crafted to foster genuine connection. Guests travel from across Victoria, and often interstate, to dine in their Cockatoo home, where each dish tells a story of tradition, care and patience.
In their In Service masterclass, the pair reveal how community, consistency and authenticity can turn even the smallest of spaces into something extraordinary. By keeping their model intimate — just four sittings a week — they’ve created an experience that prizes depth over scale. Their community-led approach, including Sunday dinners reserved for regulars, transforms guests into lifelong supporters. Staying true to their values, they’ve shown that small-scale operations can flourish through authenticity, consistency and trust.
Watch the In Service lessons on cultivating loyalty and connection
Design
Good design is more than visual appeal — it shapes how guests feel, move and connect within a space. From custom uniforms to clever interiors, the most memorable venues think about design as an experience, not an afterthought.
Huw Bennett, Director of Worktones, and Jarmaine Stojanovic, Creative Director of SCCO, know the power of restraint and originality. Their advice? Think before branding. A logo on every coaster, napkin and plate risks turning ambience into advertising. Instead, aim for moments of discovery — a detail noticed on a third visit, a touchpoint that feels like a quiet signature rather than a shout. “People and studios who align design with business objectives will get a better outcome than something created off a trend alone,” Jarmaine says.
Meanwhile, Cushla McFadden, Director of Tom Mark Henry, reminds us that design success begins with empathy. Her Sydney studio builds interiors that are as functional as they are beautiful — spaces designed for movement, mood and meaning. “Good design captures a feeling,” she says. “It’s about how people experience the space, not just how it looks.”
Explore In Service insights on building brands that last
Fuel for the Future of Hospitality
There’s no rulebook for running a venue in Australia’s ever-evolving hospo landscape, but there’s no shortage of innovators showing what’s possible. In Service celebrates that spirit — the passion, creativity and shared wisdom that propel the industry forward. With insights on growth, community, storytelling and design, it’s a masterclass in momentum — rich with ideas worth savouring. The cherry on top? It’s completely free.
Square’s In Service masterclasses were made for the makers, the dreamers, doers and plate-spinners who define Australian hospitality. Insightful, practical and completely free, it’s the edge every business deserves and a reminder that great service starts with shared knowledge. Because the best in the business never stop learning — and now, neither do you.
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