Interview with Kylie Moncur
Shortly after appointment to the SevenRooms Customer Advisory Board, Kylie Moncur – Chief Marketing Officer of Australian Venue Co. – joined us for an interview.
Kylie Moncur, Chief Marketing Officer of Australian Venue Co. (AVC), offers an insightful look into the rapidly evolving hospitality landscape – both in Australia and abroad. Her reflections span from AVC’s participation in a new global tech advisory board, spearheaded by SevenRooms, to the nuanced challenges and opportunities facing the sector. Throughout the conversation, Moncur illustrates the interplay between technology, community and the customer experience, highlighting Australia’s unique positioning in the hospitality world.
In The Interview
A Seat at the Global Table
Kylie Moncur, Chief Marketing Officer at AVC, begins by discussing the company’s inclusion on the SevenRooms Advisory Board — an achievement that signals AVC’s growing influence in hospitality innovation. The board includes major international players such as MGM Resorts International and Black Sheep restaurants in Hong Kong.
For Moncur, this advisory role represents not just an opportunity to learn and collaborate but a platform to introduce Australian perspectives to a global dialogue. What’s particularly unique about AVC’s participation is its ability to share consumer insights from a diverse range of venues, spanning regional, suburban, and metropolitan areas across Australia and New Zealand.
What Sets Australian Hospitality Apart
Moncur highlights that the Australian hospitality market differs significantly from its international counterparts. She explains that the average revenue per venue in Australia is higher compared to places like the UK or the US, which allows AVC’s venues to offer a wider variety of experiences under one roof. Iconic locations like The Esplanade in St. Kilda or Brisbane’s Regatta exemplify the unique nature of Australian pubs, which often combine multiple concepts and are deeply intertwined with local communities. Long lease tenures and diversified offerings help ensure their longevity.
One key factor Moncur notes is Australia’s strong preference for independent brands over large chains. This trend diverges from global patterns, where large homogenous chains often dominate. At AVC, maintaining each venue’s individuality is crucial – the group’s over 200 venues are designed to reflect the character of their respective communities, preserving a sense of intimacy and local identity despite AVC’s size.
Navigating Challenges and Seizing Opportunities
On the challenges facing the industry, Moncur is candid about the impact of immigration policies, which affect a significant portion of the workforce. Changes in legislation could create disruptions, but she remains hopeful. Australia’s higher wages and public appreciation for hospitality professionals offer some insulation from these risks.
Moncur is particularly excited about the evolving consumer demand for experiences over material goods. This shift toward social, memorable encounters presents a major opportunity for hospitality businesses to thrive.
More casual dining spaces, Moncur interestingly believes, are also increasingly staffed with top-tier talent, once reserved for fine dining.
The Technological Evolution of Hospitality
The conversation soon turns to technology’s growing role in hospitality. Moncur acknowledges that while the human touch will always be central to hospitality, AI has transformative potential. AVC has already begun to experiment with AI-powered initiatives aimed at both reducing costs and enhancing revenue. AI is being used to streamline everything from labor optimisation to menu design.
With over 220 unique menus across their venues, AI tools are helping AVC optimise everything from dish placement to pricing strategies. These capabilities allow them to gather insights on a scale that would be impossible manually. For Moncur, this represents a turning point, where technology begins to assist kitchen teams and elevate menu performance, all while keeping the experience personal for the customer.
Striking the Balance Between Tech and Human Experience
While Moncur is enthusiastic about AI’s potential, she’s keen to ensure that technology remains a tool to enhance, not replace, the human elements of hospitality. Community, connection, and service are the core of AVC’s offering and technology must stay behind the scenes. The challenge lies in selecting the right partners to realise this vision – and according to Moncur, this process involves extensive market testing, vendor interviews and perfect timing.
AVC’s Brainchild
One of the most intriguing technological advancements AVC is working on is a tool Moncur referred to as ‘The Brain.’ Designed to simplify the overwhelming amount of data hospitality venues generate, this tool aims to provide venue and marketing managers with straightforward, actionable insights. Instead of navigating through extensive dashboards and reports, staff can ask this tool simple, direct questions and receive data-driven solutions in real-time.
For instance, if a venue manager notices a drop in beverage sales, they can ask it to pinpoint the issue and suggest immediate solutions. Though currently in its pilot phase, this tool has the potential to revolutionise how decisions are made, shifting the focus from reactive problem-solving to proactive strategy.
Leveraging Customer Data for Personalisation
AVC’s data strategy doesn’t stop there. With over six million unique customer profiles in its database, the company is well-positioned to deliver highly personalised experiences. This data fuels marketing efforts and helps inform strategic decisions, from where to open new venues to what promotions will resonate most with specific customers.
The results are striking. Moncur shared that their loyalty program members spend 260% more than non-members, underscoring the power of personalised engagement. AVC’s customer data platform, Lexa, aggregates data across its venues, allowing for detailed segmentation and tailored marketing campaigns that align with customer preferences.
Revenue Management and the Role of SevenRooms
SevenRooms, the platform AVC is working closely with, is driving advancements in revenue management. One of its key features is a revenue optimisation module that helps venues make data-driven adjustments in real time. For example, AVC was able to reconfigure seating at one of its popular venues, The Espy, based on booking patterns, allowing them to accommodate larger groups during off-peak hours — a small change that delivered significant revenue improvements.
The Future of Personalisation in Hospitality
Moncur believes that personalisation will play an even larger role in hospitality moving forward. Customers will come to expect venues to anticipate their preferences, whether through tailored digital menus or curated offers that cater to their individual tastes. The ability to keep pace with trends like the rise of nootropics and adaptogens in drinks will be essential for businesses looking to remain competitive.
However, Moncur warns that readiness is crucial. Businesses need to ask themselves whether they have the infrastructure to collect and use data meaningfully. While larger enterprises may have the resources to build robust data systems, smaller operators should focus on gathering clean data and implementing scalable technology solutions.
This interview has been edited for clarity and consistency.
