An incredible rebirth on the Maribyrnong River

Anglers Tavern is a beautiful space originally built in 1870 by the scenic Maribyrnong River. In 2022, the venue was ravaged by “pretty insane” floods, with water levels reaching the first floor, leading to a complete restructure, rebuild, and refurbish.

We chatted with Holly, the Floor Supervisor who has been responsible for the successful deployment of me&u’s new staff app, Crew.

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Streamlining Service with me&u

Delivering an exceptional guest experience while streamlining operations isn’t just a competitive advantage, it’s the benchmark for success. For Holly and the team at Anglers Tavern, me&u has transformed how the iconic venue venue serves its broad customer base.

Anglers Tavern is no small operation. With a sports bar downstairs showing everything from AFL to UFC, a family-friendly bistro complete with play equipment and iPads, and an impressive function floor handling up to 1700 covers on weekends, the logistical demands are immense.

"We've got a lovely function floor which has anywhere between 700 to 1000 bookings on weekdays and then on weekends we push through up to 1700 covers. It's pretty insane." Holly explains.

With such high volume and diverse customer needs, traditional ordering systems were creating bottlenecks and limiting meaningful staff interactions with guests. Customers with mobility issues found it particularly challenging to navigate the conventional ordering experience, often facing frustrating queues at the bar.

A Technological Revolution

The game-changer came in the form of me&u's comprehensive solution, particularly the Crew app. This staff-focused mobile application has become so integral to operations that it's now a designated position on their run sheets.

"The crew app is awesome. It's actually a position that we use on our run sheets, we have a staff member who is designated to the Crew app. It's a position that staff wanna be in because it's another step into engaging with customers on a different level."

The solution combines QR code ordering for customers with the powerful Crew app for staff, enabling team members to process orders and payments directly from their phones. This technology empowers staff to provide proactive service - approaching guests with empty glasses, suggesting desserts, or simply checking in on their experience.

Guest Experience to the front

The impact on customer satisfaction has been remarkable. Holly notes that the technology has been particularly beneficial for guests with mobility challenges:

"It's great for those who maybe aren't as mobile. You know, they struggle to get up and down from the bar and skipping those queues. For families, the ability to order without leaving children unattended has been invaluable. "Having the option of scanning that QR code and ordering through me&u is such a game-changer, especially for those young families," Holly shares.

But probably most importantly, the technology has created space for more meaningful interactions between staff and customers. Rather than simply taking orders, team members can engage on a more personal level. "It's more just talking to the customers and why are you here today? What are we celebrating?" Holly explains. "It adds that more interpersonal feel, which is missing in hospitality sometimes."

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Elevating staff experience

The benefits extend to Holly's team as well. The Crew app has created a coveted role within the staff hierarchy, offering an opportunity for deeper customer engagement and professional development.

"Staff get mentioned in reviews, and that's such a really cool incentive for the staff who are passionate about the job, seeing their names come through. Positive reviews boost morale and help them with their progression,"

The real-time feedback system also allows for immediate service recovery when needed: "On the flip side, constructive feedback; you can action it straight away cos it's coming through straight away. It's the best of both worlds."

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The bottom line

For Holly's operation, me&u's technology hasn't just been helpful—it's been transformative.

“It's seen in our reviews and our feedback that we receive - the efficiency, the skipping the queue. Having the option of scanning the QR code and ordering through me&u is such a game-changer, especially for those young families."

The results speak for themselves through improved reviews, enhanced operational efficiency, and the ability to successfully manage extraordinary customer volumes while maintaining service quality. By empowering both customers and staff with intuitive technology, Anglers Tavern has found that sweet spot where efficiency meets hospitality.