Payment technology company Square has unveiled In-Service, a comprehensive masterclass series designed to help Australian hospitality operators navigate industry challenges through real-world insights and practical strategies.
The video-based educational platform features in-depth conversations with successful Australian restaurant, café, bar, and hospitality design professionals, addressing critical areas such as service refinement, brand building, and guest experience design.
“We launched In-Service to delve into the real stories behind some of Australia’s most successful hospo businesses,” said Stacey Lowther, Head of Marketing for Square in Australia. “By engaging with a diverse range of industry talent, we uncover the unique strategies and insights that drive their operations.”
The series features prominent Australian hospitality businesses sharing their expertise across multiple formats. Fabbrica, the Sydney-based pasta concept that evolved from retail kits to multiple dine-in locations, demonstrates revenue diversification strategies. Head Chef Scott and General Manager Marlon detail how restaurants can successfully integrate retail operations alongside traditional dining services.
Interior design firm Tom Mark Henry contributes insights on space optimisation, with Director Cushla McFadden explaining how thoughtful design can elevate dining experiences. The series also showcases CHAE, Melbourne’s intimate Korean dining experience that serves just six guests per session but maintains a waiting list in the thousands, illustrating how small-scale operations can build community and craft authenticity.
Additional participants include Calibrate Coffee from Sydney, which focuses on high-end beans and minimalist design, and Bar Copains, known for its curated wine selection and complementary menu offerings. The MUCHO Group, behind Sydney venues like Centro 86 and Bar Planet, shares insights on service excellence and staff training, including their approach to emotional intelligence development.
The initiative responds to feedback Square received from hospitality operators seeking genuine, actionable insights rather than surface-level advice. “We’re constantly talking to sellers to understand their pain points, and one thing we heard loud and clear was that hospo operators – under a fair bit of pressure – really saw a need for genuine, relatable insights,” Lowther explained.
Square’s In-Service builds on the company’s previous educational content, including the Coolroom Confessional podcast with Melissa Leong, but addresses operator demand for more video-based resources. The platform combines video content with editorial pieces and social media posts to provide comprehensive industry support.
“The Aussie hospo industry is so important to our national culture, and we want to help them thrive however we can,” Lowther noted, emphasising that all content is designed to offer practical utility for operators at every stage of their business journey.
The In-Service masterclass series is available free of charge through Square’s website, with lessons organised by business type and topic areas including restaurant operations, café management, bar service, private dining, and brand development.
Square is currently working on its second series of In-Service, due to be released in the coming months.
