With help from BUSY at Work, the Rail Trail Cafe, on the Great Alpine Road in Victoria’s High Country, has been able to build a supportive, inclusive and welcoming workplace where their employees and the business are both thriving.
When Lucy and Jesse opened the Rail Trail Cafe in 2008, they had seating for just 20 customers and were going it alone. Fast forward to 2025 and they’ve expanded to a capacity of nearly 100 seats and have employed staff from all ages, backgrounds and abilities.
Lucy stated, “When we started the business we (naively!) thought we could manage with just the two of us, but we very quickly realised we needed more staff. For the first few years we employed juniors ranging in age, and right from the beginning I loved the training aspect that came along with running the cafe. Since then, the cafe has grown and our staffing needs over the years has grown with it.”
Expanding Staffing Needs
As the business expanded, Lucy and Jesse were approached by a friend who knew a long-term unemployed woman whom she felt would be a good fit for the cafe. Lucy and Jesse, keen to help out, hired the woman as a casual employee.
After a few weeks, Lucy received a call from the employee’s job services provider who explained that if they could commit to giving her 20 hours work per week, the business would receive a wage subsidy – Lucy jumped at the opportunity.
“We agreed, and she turned out to be such a great employee that within 6 months we offered her a Chef Apprenticeship. We were so proud and happy for her when she completed her Cert III in Commercial Cookery. Her partner also started working for us, and together they were able to save up enough to buy their very first home.”
Through their connection with the Job Services Provider, they hired three more long-term unemployed job seekers. One of them, Connor, was struggling with mental health issues and at first only felt comfortable doing dishes away from customers, but with support from Lucy and Jesse he soon felt safe enough to branch out.
“Within twelve months he began a part-time Hospitality Traineeship with us. His parents shared with us how happy and grateful they were because he had finally found a place where he belonged; a place where he was able to develop his skills and abilities in a positive and nurturing environment. Connor has since moved to Melbourne, but we still keep in touch to this day. We are so proud of him.”
Lucy and Jesse pride themselves on their empathy and inclusion. Their employment philosophy is that they will “give everyone a go”, and that philosophy has helped the business thrive.
As Lucy summarises, “You should be open to training up staff of all ages, backgrounds and abilities. They all have something unique to offer, and demonstrating inclusivity in this way, also creates a welcoming and inclusive environment for your customers.”
Teaming up with BUSY At Work
Collaborating with BUSY At Work, has made finding great employees a breeze for Lucy and Jesse.
Lucy states of their experience, “BUSY At Work makes the sign up process as quick, simple and straightforward as possible, which is such a great help, especially if we’re trying to get new people in quickly before the tourist season hits. If I ever have questions about subsidies or incentives, I know they are just a phone call away.”
For Lucy, having subsidies and incentives has helped enormously. The wage subsidies allow her the ability to roster on additional staff during the training and induction process without worrying that the business’s wages costs are blowing out. Lucy finds that being able to really invest the time in her staff early on, pays dividends in the long run, with extremely loyal, talented and appreciative staff.
When asked what advice she would give other small business owners wanting to create meaningful career opportunities in hospitality, Lucy said:
“No matter their age or experience you have to treat your staff with kindness and respect. Get to know them as individuals so you can connect with their deeper goals. Show them you want to help them be the best employees they can be, not just for your business, but for their future. As long as there’s a willingness to listen and learn, pretty much anything else can be taught with the right approach”.
Lucy and Jesse show no signs of slowing down, their business is thriving, and they continue to be passionate about giving staff the skills and experience they need to make their life a success – wherever that journey takes them.
If you would like to team up with BUSY At Work to expand your workplace, give your current staff support as they attain certification, or would like more information about the subsidies and incentives that might be available to you, contact us today on 13 28 79 or email busy@busyatwork.com.au
Find out more about Workforce Options and support through BUSY At Work
