“When onboarding new staff, I always remind them that hospitality is about making people feel welcome. Good energy, attitude and genuine care for people are what really leave a lasting impact.”
Steph is the Social Media and Digital Communications Manager at The Grand Hotel Warrandyte. Although the wider team initially had hesitations around social media, Steph has curated The Grand’s online presence to have a cult following and variety of viral moments to choose from.
Steph recently joined the AHA (Vic) team on the road to feature in the TikTok Roadshow. Participating in the panel discussions, she illuminated how venues can utilise TikTok and other social media platforms, to boost online presence and drive business to the venue.
We spent some time with Steph to talk all things social media, as well as her experience in the pub and how things have changed in the decade she’s been there.
What are some of the key insights you’d share with members considering if they should use social media, or how they can better use it?
Social media is such a powerful tool for hospitality venues because people want to see personality, atmosphere and authenticity before they walk through the door.
My biggest advice is to not overthink it, the best performing content is often the most natural and unfiltered. Show your team, your customers enjoying themselves or even the small day-to-day moments that make your venue unique. TikTok rewards authentic content and storytelling over perfection.
Consistency is also really important. You don’t need a professionally produced video every day, but try to regularly show up in peoples’ feed online so it keeps your venue front of mind.
You also need to understand who your target audience is and what makes your venue different. For us at The Grand, community is at the centre of everything we do, so content that highlights our staff, locals and the atmosphere always resonate strongly.
There is so much opportunity in social media for every venue.
How do you cultivate a team culture where staff are excited to get involved and happy to feature in content that is shared online?
I guess it firstly starts with creating a workplace culture where people genuinely enjoy coming to work and feel valued and supported for the things they contribute. At The Grand, we see each other as one big team.
When staff feel comfortable, included and appreciated, they naturally become more confident getting involved in content creation. I always try to make the process fun and never force it upon anyone.
I think a big part of it too is leading by example. If myself or other management are happy to jump into videos, have a laugh and not take it too seriously, the team becomes more open to it too.
We celebrate the wins together if a video performs well, or when customers mention seeing one of the team online staff feel recognised for their contribution, the more this happens the more staff want to get involved.
I also love asking the team for ideas. Staff are constantly sending me trends, audio or content they’ve seen online that they think would showcase the venue well. It becomes something collaborative rather than just driven all by me.
Being included in our social media presence makes staff feel more connected to the venue and proud of where they work, audiences really connect with seeing the personalities behind The Grand.
What are your favourite aspects of working in hospitality? What sentiment do you share with new staff when you’re onboarding them?
I would have to say the people are my favourite part of working in hospitality. Every day is different, and you get to create experiences and memories for guests. Whether it’s a casual lunch, a milestone birthday, or hosting someone’s wedding day. Being part of those moments is really special.
One of the things I love most is the sense of community hospitality creates, not just amongst guests, but within the team itself. Some of my closest friendships have been built through this industry. There are so many different opportunities within hospitality as well, which is something I really value.
When onboarding new staff, I always remind them that hospitality is about making people feel welcome. Good energy, attitude and genuine care for people are what really leave a lasting impact.
I encourage staff to embrace the fast-paced environment and always stay open to learning. I wouldn’t be where I am today if I hadn’t said yes to opportunities and learnt lessons along the way throughout my career.
Most importantly, I remind them to take pride in their work because every single staff member contributes to the overall guest experience.
The Grand recently won the Metropolitan Heart of the Community Award at the State Awards for Excellence, how do you see this play out at the hotel? Do you have any particular memories or moments that stand out?
Winning the Heart of the Community Award was incredibly meaningful because it reflects exactly what we strive to be as a venue. We’ve always wanted The Grand to feel like more than just a pub.
We want it to be a place where people come together, celebrate milestones, support each other and feel connected. You really see that community spirit through the relationships we’ve built with locals, sporting clubs, schools, charities and community groups over the years.
Whether it’s fundraising initiatives, hosting local events, sponsoring sporting clubs or simply being a gathering place for the community, those connections are something we’re proud of.
One initiative that stands out to me, which we have proudly supported for the last few years, is Pinking Up Warrandyte for Breast Cancer Awareness Month. In 2025, we raised an incredible $16,851.50 for the cause. Throughout the month, we turned The Grand pink with fairy lights, ran a silent auction for a football signed by the Collingwood Football Club, continued our weekly meat tray raffles, and even created a pink cocktail of the month to help raise awareness and bring the community together in support of something so important.
Seeing both our staff and locals get behind the initiative so passionately was incredibly special and a moment that truly reflected our team being the heart of our community.
You were also awarded the Tom Payne OAM Metropolitan Overall Hotel of the Year at the State Awards for Excellence. A massive achievement that speaks to the quality, consistency, excellence, and comradery of your hotel. What does it mean to you to be a significant force in how the hotel performs?
Receiving the Tom Payne OAM Overall Hotel of the Year award was an incredibly proud moment for the entire team (I still can’t quite believe it).
Having worked at The Grand for almost 11 years now, it’s really rewarding to look back and see how much the venue has grown and evolved. I can genuinely see how I have helped shape that journey, which I’m very proud of but no one achieves something like this alone.
This award reflects the hard work, passion and dedication of everyone at The Grand, from kitchen and floor staff through to management and directors.
I’m so proud to have played a part in the culture and direction of the hotel, this award truly means so much to us all.