what’s happening in the zone - pages 10-21 the problem ... · peter sharp accounts officer...

IN AUSTRALIAPublication No PP227838/003 Apr

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➣ What’s happening In The Zone - pages 10-21➣ The Problem Gambling Debate - pages 44 & 45

1www.cmaa.asn.au Club ManagementApril 2008

CMAA FEDERAL EXECUTIVEPresidentWILLIAM CLEGG, ACCMRandwick Labor Club

Federal SecretaryALLAN PETER, ACCMForster Tuncurry Golf Club

Vice PresidentDANIEL MUNK, ACCMPenrith Rugby League Club

Executive MemberDAVID O’NEIL, ACCMCastle Hill RSL Club

Executive MemberTIM McALEER, ACCMTradies

CMA NSW STATE EXECUTIVE MEMBERDEBORAH FEENING, ACCMClub Marconi

FEDERAL COUNCILLORSDivision A – City/Eastern SuburbsZone and Manly/Northern SuburbsZoneMario Machado, ACCMAssistant Chief Executive OfficerHornsby RSL Club

Division B - St George/CronullaSutherland Zone and Inner WestZoneIan Todd, ACCMGeneral ManagerKingsgrove RSL Club

Division C – Nepean ZoneMichael WiezelSecretary ManagerSt Marys RSL Club

Division D – Hunter Zone, CentralCoast Zone and Great Lakes ZoneStephen Byfield, ACCMChief Executive OfficerDiggers @ The Entrance

Division E – Far North Coast Zone,North West State Zone, Mid StateZone and Mid North Coast ZoneGordon Rhodes, ACCMChief Executive OfficerSouth Tweed Sports Club

Division F – Illawarra ShoalhavenZone and Far South Coast ZoneDavid Hiscox, ACCMGeneral ManagerDapto Leagues Club

Division G – Gold Coast Zone,Brisbane Zone, Ipswich DarlingDowns Zone, Sunshine Coast Zone,and the Central and NorthernQueensland ZoneStephen Condren

Division H – Victoria Zone, RiverinaMurray Zone and the ACT ZoneGrant Duffy, ACCMSecretary ManagerNumurkah Golf & Bowls Club

ADMINISTRATIONExecutive OfficerTerry Condon, CCM

Administration OfficerGerry Sarlemyn

Senior Industrial RelationsAdvocatePeter Cooper

Education ManagerRalph Kober, B.Ed.

Career DevelopmentAdministratorNarell Harrison

Training Course AdministratorsBrad Jones, CCMEstelle McDonald

Communication Services ManagerPeter Sharp

Accounts OfficerPriscilla San Luis

ReceptionistCarol Quirke

Training & Venue CoordinatorMaria Hudson

Administration AssistantEvonne Bosnich

Life MembersHarry Walker (decd.)Norm Robinson (decd.)Arthur Justice (decd.)Len Ewart (decd.)Lou O’Neill (decd.)Peter Cameron (decd.)Bob Harbutt (decd.)Keith Nolan (decd.)Fred Chubb, CCM (decd.)Alan McDougall, MBE (decd.)John Milne (decd.)Les EvennettGeorge Elliot, CCMPeter Strachan, ACCMHans Sarlemyn, ACCMJim Henry, OAM, CCMTerry Condon, CCMLew CooperBarry StevensonGreg Pickering, ACCMJohn Allan, ACCMAllan Peter, ACCMWayne Forrest, ACCM

CLUB MANAGERS’ASSOCIATION AUSTRALIAOFFICE BEARERS

Bill Clegg ACCMFederal President

Allan Peter ACCMFederal Secretary

Danny Munk ACCMVice President

David O’Neil ACCMFederal Executive Member

Tim McAleer ACCMFederal Executive Member

Deborah Feening ACCMNSW State Executive Member

Publisher CMAAEditor: Peter SharpPhone: (02) 9643 2300Mobile: 0410 140 036Email: [email protected]:Henri Lach, Katie Cincotta.Advertising Manager:Judy RaynerAdvertising Bookings:(02) 9332 2363 & 9360 6177Fax (02) 9361 [email protected] and Design:Daily Press Pty LtdPhone: (02) 9558 8419Correspondence:The Editor, c/- Club Managers’ Association Australia67-73 St. Hilliers RoadAuburn NSW 2144P.O Box 845 Auburn NSW 1835Phone (02) 9643 2300Fax (02) 9643 2400

Please address all businesscorrespondence to the FederalSecretary

The Club Managers’ AssociationAustralia is registered as an industrialorganisation of employees in the terms ofthe Federal Workplace Relations Act,1996, and The Club Managers’Association is a registered Trade Union inthe terms of the New South WalesIndustrial Relations Act 1996. The CMAAis affiliated with the Australian Council ofTrade Unions (ACTU) and the CMA isaffiliated to the NSW State Branch of theACTU, The Labor Council of NSW.

Registered Office67-73 St. Hilliers RoadAuburn NSW 2144Phone (02) 9643 2300Fax (02) 9643 2400P.O.Box 845 Auburn NSW, 1835Email - [email protected]

Office HoursMonday to Friday 9am to 5pmSeven-day telephone answering servicein operation.

“Club Management in Australia” is published monthlyby the Club Managers’ Association Australia. Allmaterial is copyright and cannot be reproduced withoutthe explicit permission of the Publisher or Editor.Editorial contributions relating to the club industry arewelcome. Submitted copy should be typed and doublespaced. We don’t accept any responsibility for keepingand returning unsolicited material. Photographssubmitted must be captioned. Those sent without priorarrangement cannot be returned unless accompaniedby a stamped, self addressed envelope. Viewsexpressed in this magazine are not necessarily those ofthe Club Managers’ Association Australia. Although wedo exercise the utmost caution, we don’t acceptresponsibility for claims expressed in advertisementsappearing in our issues.

Subscription rate is $55 a year.ISSN 0045-7205

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4 Club Management

Inside your April edition

www.cmaa.asn.au April 2008

PAGES 50&51PAGES 44&45PAGES 22-43

Despite a challenging economicenvironment for the Club Industry,there were plenty of positives for theCMAA during the annual Conference,AGM, Hospitality Expo and GalaAwards Dinner at Darling Harbour inmid-March. It started with the openingsession when more than 300 membersheard Federal President Bill Clegg,ACCM, deliver his report at the SydneyConvention and Exhibition Centre.Aristocrat Technologies AustraliaExecutive General Manager Australasiaand Asia Pacific, Warren Jowett, alsoannounced Aristocrat’s three-yearcommitment to sponsor the AnnualConference and Gala Awards Dinner atDarling Harbour along with the CMAA’sMid Year Executive LeadershipConference at Conrad Jupiters on theGold Coast ...

Problem gambling has been a hotpolitical and media topic since theFederal Election was announced inthe back half of 2007. Politicians –particularly new independent SenatorsNick Xenophon, Steven Fielding andBarnaby Joyce - and church leadershave offered a range of strong opinionon the subject. In mid-March, TheSydney Morning Herald published anarticle, written by ClubsNSWChairman PETER NEWELL, OAM,which defended the Club Industry’sposition and called for evidence-based action on gambling, rather thanpopulist knee-jerk reactions ...

You’ve seen a dog chase its tail. Itcame to mind recently when talking toa frustrated club manager aboutrecruitment. He’s distressed by theineffectiveness of the advertisementsthe club runs. No wonder … they stilluse the same empty “megaphone”announcements that make the clubsound desperate - not attractive. Thismonth, Profitable HospitalityManaging Director KEN BURGINlooks at an action plan for betterrecruitment and retention of staff inthe Club Industry …

Due to the changes adoptedto share this section with my

fellow members of the Federal and NSWState Executives, it’s my first opportunityto report on the 81st World Conferenceon Club Management facilitated by theCMA America in Orlando duringFebruary. The Opening Business SessionKeynote Speaker was ChristopherGardner whose autobiography, “ThePursuit of Happyness”, inspired themovie of the same name, starring WillSmith. His story of beating the odds, self-empowerment and breaking cycles, setthe mood for the formal education of theConference.We were lucky enough to have a sessionwith Kevin Reilly, of PKF North America,who provided an insight into town andcountry clubs in the United States withtrends in membership, 20-year incomeand expenditure movements, food andbeverage operations and payroll statisticswere among many profiles provided toour delegates. This session highlightedthe challenges that face our U.S.counterparts and the need for Australianmanagers to act now on similar trends. To Peter Hodge, of PKF Australia – aCMDA Career Centre sponsor partner - Iextend our appreciation, on behalf of alldelegates, for arranging a most valuablesession with Kevin. This underlines theneed for - not only the Association - butindividual managers to have relationshipswith professional organisations withinternational contacts to draw onexperiences in club management aroundthe globe.The Allied Industries Breakfast heardreports from all internationalrepresentatives, with 20 presentations onthe 2008 agenda, including one fromAustralia, presented by CMAA ExecutiveOfficer Terry Condon, CCM. This “reportcard” - not only on CMA Australia’sachievement over the past 12 months,but Australia’s success across all facets –

was presented only as Terry could. OurSouth African friends reminded us all ofone area that Terry had omitted - andeven the English managers took somejoy in it. Again, the consensus of theAustralian delegates was that the 12thAnnual International Symposium was themost rewarding session attended. It’s amazing that, regardless of where thedelegates attended from, there is acommon bond among managers withthe issues we all face.The Symposium started with “State ofthe Industry” reports from delegates fromChina, Germany and Sweden, followedby a presentation on “Member Retention”and “The Importance of Clubs RetainingRelevance With Members’ Needs” and“Establishing Relationships WithMembers”.The round-table session dealt with“Recruitment, Orientation and Training”and “Environmental Issues”. All Australian delegates were able to offergreat value to the sessions, particularlywith significant input into staff recruitmentand development/training. It was interesting to note that,environmentally, our sporting clubs are atthe forefront of world’s best practice.The last session of the Symposium wasa panel presentation on “Hosting aTournament/Event” presented by fivemanagers from Canada, Scotland, theUnited Arab Emirates and the U.S. With the combined experience - inamateur events, the U.S. Open andBritish Open - as always, we found ourcolleagues open and forthright with theiradvice, willingly sharing experiences.On behalf of CMA Australia, I extendcongratulations to outgoing CMAAmerica President Linda Carroll and thewarmest best wishes to new PresidentPeter Homberg for his term of office. The warmth of hospitality typifies clubmanagers around the world. I’m aware

that many of our international friendsreceive Club Management in Australiamagazine so, my thanks for theopenness and frankness of ourdiscussions which provided great insightinto your profession. Terry Condon again coordinated the day-to-day movements of the tour and, asalways, deserves congratulations onanother great job and all of his efforts. To the delegates, including managers,allied Associations and Club Industrytrade partners who attended, I extendmy appreciation for your support of theconference and the tour.It’s also important to note theprofessional manner in which thesepeople represented our Association. It’s no wonder the delegates have, overmany years, established such a strongbond with managers around the world.

With the Darling Harbour Conferencebehind us, we now focus on the CMAA’sMid Year Executive LeadershipConference at Conrad Jupiters on theGold Coast in early July. As advised atthe Annual General Meeting of theCMAA’s Annual Conference, Expo andGala Awards Dinner at Darling Harbour,your Executive and been working with allstakeholders on the Association’s values.This process was considered essential todefine what we stand for today as aprofessional Association. The Purpose,Values and the Behaviours that reflectour shared belief will be finalised at theAssociation’s next Strategic Planningsession in July and will be communicatedto all members. In closing, it’s appropriateto thank and congratulate Terry Condonand his CMAA Administration team forthe quality and standard of the DarlingHarbour event.We now look forward to Jupiters in July.

➣ Bill Clegg’s President’s Report to the AGM – P23

6 Club Management

President's Perspective with BILL CLEGG, ACCM - CMAA Federal President


Australia a major part of global challenge

Members, it gives me greatpleasure to report that the

2008 Annual Conference and HospitalityExposition and Gala Awards Dinner wasa success, albeit under difficultcircumstances. The program started withthe Club Study Tour and I thankAssociation members - Debbie Feening(Club Marconi General Manager), JohnTurnbull (Liverpool Catholic Club GeneralManager) and Larry Collins (CabramattaLeagues General Manager) - for makingtheir clubs available for inspection and forthe personal attention they gave.More than 300 members attended at theAssociation’s Annual General Meeting onTuesday, March 18, where reports weredelivered by President Bill Clegg, FederalSecretary Allan Peter, CMDA Board ofManagement Studies Chairman DavidO’Neil and, as Executive Officer, Idelivered the Financial Report.Warren Jowett, Aristocrat TechnologiesAustralia Executive General ManagerAustralasia and Asia Pacific, opened theconference and spoke about thechallenges facing the Club Industry.Warren also announced Aristocrat’sthree-year commitment to sponsor theAnnual Conference and Gala AwardsDinner at Darling Harbour and our MidYear Executive Leadership Conference atConrad Jupiters on the Gold Coast.NSW Gaming and Racing MinisterGraham West gave an update tomembers on Club Industry issues andfielded many questions from Conferencedelegates.The panel forums on Day One “That’sRacing – Handicaps and Counting theLosses” moderated by TVN’s RichardCallander, brought together the “brainstrust” of NSW thoroughbred racing,headed up by Racing NSW CEO PeterV’landys, leading Sydney trainer ChrisWaller, TABCorp’s Robert Nason, AJCDeputy Chief Steward Steve Railton andcolumnist - the “punters friend” - KenCallander. During the lively andinformative session, moderator RichardCallander had the panel cover issuesranging from the Equine Influenza and itseffects on the racing industry, alternativewagering issues and where the industrywas headed. TABCorp’s Robert Nasonfielded questions from Richard andConference delegates on why it couldnot return more than 2% back to clubswho were providing first-class and costlyvenues for their punters. Roberteloquently explained that TABCorpreceived 2% of turnover, venues amaximum of 2% with the NSWGovernment receiving around 12%.Robert suggested that if the Club

Industry - together with hotels and TABowners - wished to work with TABCorpto lobby the Government for a fairerbreakdown, then perhaps some resultsmight be achieved.Day Two finished with a very informativepanel presentation on how to save someserious money water conservation,electricity conservation, design and layoutprinciples and the smart use ofenvironmentally friendly resources andservices.The winners of the 2008 NationalBursaries received their awards at aceremony attended by Bursary Sponsorsand club representatives.The Gala Awards Dinner was quite anevent where all the major players in ourindustry had the opportunity to network,kick up their heels and celebrate all that’sgreat in our industry.Once again Master of Ceremonies, PaulMartell, kept dinner guests in goodhumour and the entertainment providedby “Take Two” and “The Elton JackShow” was first class. I’m sure we are going to hear more of14-year-old Mark Vincent, who delivereda stirring and impressive rendition of thenational anthem … what a remarkabletalent.CMAA Federal President Bill Clegg,ACCM announced the three inductees tothe CMAA Hall of Fame for 2008 whowere greeted with loud applause by thedelegates in attendance.The inductees were Club Manager -Danny Munk, ACCM, AssociationAssociate - Allen Barry (Barringtons) andIndustry Associate - Warren Hadley(Coca-Cola Amatil).All three are well known and greatsupporters of the CMAA and theindustry.Bill also announced the Peter CameronAward, which commemorates thememory of former CMAA FederalPresident and Association Life MemberPeter Cameron, who passed away in1993, and is awarded to a member whogives generously of his/her time inworking for the values of the Association.The 2008 recipient was South TweedSports Club Secretary Manager GordonRhodes, ACCM, a man who has alreadygiven so much to the CMAA and hisfellow members as CMAA Division E –Far North Coast Zone, North West StateZone, Mid State Zone and Mid NorthCoast Zone - Federal Councillor and FarNorth Coast Zone Secretary. The Gala Awards Dinner, whichcelebrates the achievements of theCMAA, its members and industry

associates was a great success.Wednesday’s conference session startedwith the panel session “Drugs and Sport-a Deadly Cocktail!” was moderated byleading radio, TV and newspapercolumnist Peter FitzSimons, with panelmembers Steve Mortimer, OAM, theSydney Morning Herald’s JacquelinMagnay and CMAA Hall of FameManager and Parramatta Leagues andFootball Club CEO Denis Fitzgerald.This “no holds barred” session haddelegates hanging on every word of themoderator and panellists, with both sidesof the drugs in sport issues explored indepth.Delegates voted the presentation on“Diversification Options and How toFinance Them” very enlightening as theyinvolved fellow managers who had beeninvolved in the process.The final session, “Taking the Whine outof Wine” held up very well, considering itwas the last session on a very full twodays of conferencing and delegatesvoted it entertaining and beneficial fortheir venues.The CMAA Hospitality Exposition waswell attended, considering the way ourindustry is suffering at present due togaming taxation and non-smokingissues. Attendances were down by 10% on2007 visitations and it’s hoped this is onlytemporary and will bounce back for the2009 Expo.Although delegate numbers were down,most exhibitors voted the Exposition asuccess for their business.My congratulations to Expo CoordinatorJudy Rayner and her team at RaynerSales and Marketing on a job well donein difficult times.Many thanks also to my CMAAAdministration team of 11 people, whoare not only responsible for organisingand delivering the Club Study Tour, AGM,Conference, Exposition and Gala AwardsDinner, but still have to ensure the day-to-day business of the CMAA goes onwithout any problems. Well done all!

AWAs Against the LawAs from midnight, March 27, no newAustralia Workplace Agreements canentered into. This ends one of the mostturbulent times in modern AustralianIndustrial Relations history. Governor-General Michael Jeffery’s signing of theproclamation coincided with the secondanniversary of the former CoalitionGovernment’s controversial WorkChoiceslegislation, but comes 12 years after itintroduced AWAs. RIP.

8 Club Management

The Executive Officer’s Desk with TERRY CONDON, CCM


Industry’s determination on show

Premier John Brumby has announcedthe Victorian Government will requireall gaming machines in the State tocontain new mechanisms givingplayers the option to pre-commit theamount of time and money theyspend.Mr Brumby said that from 2010, whennew gaming machine standards areset, pre-commitment mechanisms willbe mandated on all next-generationmachines. “The new standard will reducegambling-related harm by allowingplayers to decide how much they’rewilling to gamble, or how much timethey want to spend on the machinesbefore they begin playing,” MrBrumby said.“Problem gambling results whenplayers lose control over the length ofthe session they have at a machine orthe number of sessions they have in aweek, therefore losing more than theycan afford.“These new measures give Victoriansthe option to make better decisionsabout how much they can afford to

spend and how long they want tospend in a gaming venue.”Mr Brumby said the measures werepart of a new package to reduceproblem gambling in Victoria. TheGovernment will introduce thefollowing measures during 2008.➣ More than doubling the penalties

for allowing minors to gamble.From a current minimum penalty of$1,100, fines will increase to apossible maximum of more than$13,000;

➣ Issuing graphic new playerinformation warnings on everymachine about the effects ofproblem gambling;

➣ Halving the maximum betting limiton gaming machines from $10 to$5 a spin, with the new lower limitsto be introduced for all newmachines from 1 July, 2008 and forexisting machines from 1 January,2010;

➣ New powers for Gaming MinisterTony Robinson and the VictorianCommission for GamblingRegulation to ban products or

practises that undermine theGovernment’s responsible gamblingstrategies or encourage riskybehaviours.

Mr Robinson said the measures cometwo weeks after he banned ATMsfrom all parts of gaming venues inVictoria by late 2012.

He said the new initiatives wouldfurther protect the community fromthe effects of problem gambling.

“Since 1999, we have introduced arange of harm-minimisation measuresincluding capping the number ofmachines in vulnerable areas andeliminating 24-hour gaming venuesoutside the casino,” Mr Robinsonsaid.

“We recognise that a continual effortis needed to fight problem gamblingand these new initiatives will step upthe fight and help us protectvulnerable Victorians.”

Victoria has implemented strategies totackle problem gambling, includingthe $132 million “Taking Action onProblem Gambling” strategy.

The Problem Gambling Debate


Victoria introduces new gaming machine laws

In mid-March CMAA President BillClegg, Federal Secretary Allan Peter,Executive Officer Terry Condon andEducation Manager Ralph Koberattended the bi-annual combinedCMAA/ClubsNSW Regional Conferenceand Riverina Murray Zone AnnualGeneral Meeting, hosted by the BrokenHill clubs.Over the three days, managers andtheir directors were shown the best ofcountry hospitality by the local clubfraternity, including a series ofworkshops, meetings, and socialevents which continue to make thejourney out to Broken Hill one which isworthwhile and beneficial to all.

Paul Lyons preceded the CMAA ZoneAGM with an informative and humour-filled workshop on leadership,motivation and communication whichwas attended by close to 30 clubmanagers. Paul’s message again reinforced theneed for managers to be acutely awarethat it is their own behaviour that drivesthe reactions of those around them andthat it is their responsibility to monitorand react to the changes in theirpeoples’ needs to create a positive andnurturing environment within their clubs.The members, some of whom hadtravelled from Temora, Albury, Griffithand Wagga, welcomed the opportunityfor Bill Clegg and Allan Peter to addressthe AGM and update them on theprogress with the Executive’s StrategicPlan and latest developments in theIndustrial Relations environment.The Riverina Murray Zone membersshowed their continued support of theZone Committee by returning PresidentGus Lico, Secretary/Treasurer PaulLappin, Education Officer Paul Barnesand elected new committee membersin Vice Presidents Jack Jolley and Greg

Ryan.The Committee has resolved tomake education activities within theZone its priority and will work closelywith Ralph Kober to ensure theupcoming Duty Managers Program

scheduled for Albury in October willrun, along with other planned events.The Committee has asked thatRiverina Murray Zone memberscontact President Gus [email protected] or Paul [email protected] so thatcorrespondence and notice of localevents and activities can be passedon.Thanks to Karren Howe and AnneRogers from the Barrier SocialDemocratic Club, Trevor Brown fromthe Broken Hill Musicians Club andDoug Coff from the Sturt Club for theirhospitality and efforts in making theConference and AGM a success.On a lighter note, your Executive teamdemonstrated they would go to anylengths to be with the membership -even if it meant losing a wheel at120km/h out of Silverton on the wayhome.

10 Club Management

In The Zone Riverina Murray Zone AGM


It’s all happening in the ‘wild west’

It’s not often that a golfer is happy tocrack the “ton”, but Inner West ZonePresident Jamil Chalhoub wasbeaming when more than 100 guestssat down to lunch following the ZoneGolf Day last month.More than 90 players teed up in theannual four-person ambrose event at theCarnarvon Golf Club in western Sydney,hosted by General Manager TrevorPorter, who is also the Zone Treasurer.

“Trevor does a superb job organisingthe day and it’s fantastic to have somany people playing golf and comingtogether for the luncheon,” Jamil saidas he surveyed the packedclubhouse.It was another triumph for the InnerWest Zone with great support from agrowing band of sponsors and theZone’s education account bulgingfrom the proceeds.

For the record, the winners wereDavid Wannell (Konami), DarrylBrohman (Konami), John Waters(Cronulla RSL Club) and VictorLeFebvre (Community First CreditUnion).The runner-up team was AlexCharaneka and his partners from T&FAllStates, while Don Moseley and theAinsworth team won the scratchevent.

12 Club Management

In The Zone Inner West Zone Golf Day


Jamil’s happy to ‘top the ton’ at Carnarvon

Five new members attended theIllawarra Shoalhaven Zone QuarterlyMeeting at Fraternity Bowls andRecreation Club on the last day ofFebruary.The new faces – Bikram Sharma,Robert Heinrich, Nerine Ockrell, AngelaWhite and John West – were among31 members who packed the northernWollongong club’s meeting room.

Zone President and Division F –Illawarra Shoalhaven Zone and FarSouth Coast Zone - Federal CouncillorDavid Hiscox, ACCM, proudlywelcomed the new members andencouraged members to pro-activelyapproach managers to become CMAAmembers.Bickram (Operations Manager) andRobert (General Manager) are atWoonona Bulli RSL Club; Nerine isGeneral Manager at Wollongong GolfClub; Angela is the AdministrationOfficer at Sussex Inlet Bowling Cluband John replaces Larry Matthews asGeneral Manager at Wollongong RSLBowling Club, Figtree.David reminded members of the Zone’smajor fund-raising events – golf days inthe Nowra area and the annual day atThe Grange Golf Club at KemblaGrange.

Money raised at these events will fundone overseas bursary, two bursaries tothe CMAA’s Mid Year Conference atConrad Jupiters and 10 places at the“Duty Manager Development Program”course.David also referred to a letter fromKiama Leagues Club General ManagerSteve Marks, thanking the Zone for its$3,000 donation to the Mark VenablesAppreciation Luncheon at DaptoLeagues Club. CMAA Communications ServicesManager Peter Sharp presented theHead Office Report, speaking about themedia focus on problem gamblingissues relating to poker machines, theOffice of Liquor Gaming and Racing’sGovernance and ManagementWorkshops and the RuddGovernment’s latest changes to FederalIndustrial Relations legislation. Peter also referenced the 2008 CMDATraining Calendar, which has fourcourses scheduled for IllawarraShoalhaven Zone, including “DutyManager Development Program” overtwo three-day sessions – June 2 to 4and July 8 to 10, “Roster Staff” on June3 – both at Dapto Leagues Club. “Planand Establish Systems andProcedures” is on October 15 atCorrimal Leagues Club.Illawarra Shoalhaven Zone’s nextmeeting is at Shellharbour WorkersClub on Friday, April 18, at 11am.

14 Club Management

In The Zone Illawarra Shoalhaven Zone Quarterly Meeting


Five new members signon at Fraternity meeting

Illawarra Shoalhaven Zone President David Hiscox (centre) with new members (from left)Bikram Sharma, Robert Heinrich, Nerine Ockrell, Angela White and John West.

It was another big few days for NorthWest State Zone members at GlenInnes in early March.Thirsty-six members travelled to attendthe Zone Meeting at Glen InnesServices Club and enjoy the hospitalityof host club manager Pat Lonergan.As always, the pre-meeting day dinner,which featured a “min-expo” for ClubIndustry trade suppliers, attracted morethan 150 guests with the highlightbeing the “piping of the haggis”.Glen Innes boasts being the “Celticcapital of Australia” and dinner guestsenjoyed an entrée of traditional haggis,which was ceremonially presented in abagpiper-led parade, traditionallycelebrated in a Robbie Burns poem,then prepared for consumption.It was quite a show and typified thesense of event and camaraderie thatNorth West State Zone members bringto their gatherings across their vastregion.Companies at the “mini-expo” includedAristocrat, IGT, Ainsworth, Aruze,Konami, Bingo Sales Group, All StyleFurniture, new CMAA sponsorClubPlus, Carlton (Foster’s Australia)and Tooheys.

Zone President Phil Wheaton convenedthe meeting of 36 members where theOLGR’s new regulations on “shot”consumption, CDSE funding issues,patron admission and Zone EducationBursaries topped the agenda.CMAA Communications ServicesManager Peter Sharp presented theHead Office Report and spoke to mostissues covered in the Zone Newsletter,including the Federal Government’slatest Industrial Relations legislation andthe consequences for members onAWAs signed under WorkChoiceslegislation, the CMAA’s Darling Harbourand Gold Coast conferences, OLGRGovernanace and ManagementWorkshops, media coverage of theproblem gambling issue and newlegislation introduced through theSenate by Senator Steven Fielding onharm minimisation for problemgamblers.There was also discussion on theimminent retirement and appropriatefarewells for two greatly respectedmanagers and Zone members – GilSwan at Tamworth and Ian Woodcockat Lightning Ridge.Former Glen Innes Services Club

manager Maurie Anlezark, now GeneralManager at Newcastle Leagues Clubaddressed the meeting about issues hehas encountered since his club wasdevastated by the Newcastle flood onJune 8, 2007.Maurie’s club has not yet re-opened fortrading since a metre of floodwatersdevastated the ground floor and morethan six hours of torrential rain throughthe roof damaged other parts of theclub.He is hopeful the club will be tradingagain by mid-May but remindedmembers of the importance ofunderstanding all aspects of theirinsurance cover and how a goodinsurance policy will allow his club totrade again despite the terribleconsequences of the flooding. ClubPlus superannuation grouprecently signed on as a CMAA sponsorpartner and Member Services ManagerCharles Sala made a brief presentationto the meeting.North West State Zone’s next meetingwill be at Lightning Ridge Bowling Clubon Wednesday, May 14, when the“gang” give “Woody” a send-off toremember.

In The Zone North West State Zone


Glen Innes turns on ‘haggis’ hospitality

Zone Committee members (from left) Margaret McGrath, TimPalmer, Phil Wheaton and Paul Gordon at Glen Innes.

Piping the Haggis ceremony at the Zone Dinner.

There’s a new woman at the helm ofthe CMAA’s Brisbane Zone.Logan Diggers Club Finance ManagerJan Walters, ACCM, took over thePresident’s role from Morgan Pricewhen 51 members attended the ZoneAnnual General Meeting at RedcliffeLeagues Club in early March.And Sheryl McGregor, from GreenbankRSL Services Club, has stepped intothe Zone Secretary role that Janvacated to become President. Morgan, who took over from CMAAHall of Fame Manager and formerFederal Councillor Pam Shelton,decided not run against Jan.The new Zone Committee is:President: Jan Walters, ACCM, LoganDiggers ClubSecretary: Sheryl McGregor, GreenbankRSL Services ClubTreasurer: Jason McIlroy, LoganDiggers ClubEducation Officer: Jason Lynch, ACCM,Arana Leagues ClubCommittee: Matthew Smith, ACCM,Bribie Island Golf ClubKaren Gabolinscy, Redlands RSL Club

David Avery, Toowong Bowls ClubScott Steele, Redcliffe Leagues ClubTamara Rose, Lions Den (Chalk Hotel)Jan said she was proud to become theZone President, thanking Morgan forhis time and contribution to the Zoneand CMAA during his presidency.CMAA Executive Officer Terry Condon,CCM, attended the meeting andconducted the Election of Officersbefore presenting the Head OfficeReport and spoke about the RuddGovernment’s latest changes to FederalIndustrial Relations legislation andmedia focus on problem gamblingissues relating to poker machines.During the meeting, Terry Condonmade three presentations … ➣ 30 Year Member Service Award to

Caboolture RSL Services MemorialClub General Manager John Elliot

➣ 21 Year Member Service Award toSouthside Sport and CommunityClub General Manager GrahamChattin

➣ ACCM Award to Bribie Island GolfClub Secretary Manager MatthewSmith.

The days started with a workshoplooking at CDOL services andindustry trends, presented byMichael Alexander from IndustryData Online.Hetty Johnston, founder andExecutive Director of Gold Coast-based charity, Bravehearts, alsogave a moving speech at theluncheon when Morgan Pricewelcomed more than 130 guests.Bravehearts is a non–profitorganisation that providesprofessional counselling and crisisintervention for survivors of childsexual and their non-offending familymembers.Brisbane Zone’s next meeting will bea combined event with Gold CoastZone at Ipswich Brothers LeaguesClub on Wednesday, May 14.

16 Club Management

In The Zone Brisbane Zone AGM


Jan steps up to President’s role

Zone Education Officer Jason Lynch withworkshop presenter Michael Alexander fromIndustry Data Online.

Terry Condon presents John Elliot with his30 Year Member Service Award.

Terry Condon presents Graham Chattin withhis 21 Year Member Service Award.

CMAA Executive Officer Terry Condon (right) with thenew Brisbane Zone Committee.

Terry Condon presents MatthewSmith with his ACCM Award.

It had all the earmarks of a gamingindustry heavyweight title fight –without the animosity, of course –when St George Cronulla Zone hosteda breakfast meeting and forum in earlyMarch.Tradies @ Sutherland was the venueand an impressive gathering of morethan 90 guests responded to the7.30am start for Zone President andDivision B – St George Cronulla Zoneand Inner West Zone – FederalCouncillor Ian Todd, ACCM, toconvene the meeting before breakfastand the Gaming Industry Forum. Host club General Manager TimMcAleer, ACCM, a CMAA FederalExecutive Member, then his clubPresident Graham Hill welcomedguests, including club managers,directors, industry trade representativeand Zone sponsors to the event at theSutherland Shire club in Sydney’ssouth.Ian reported that Zone Treasurer DaneCartwright had resigned his committeeposition after moving on from the Club

Industry and that his position would befilled at the AGM in June.He also welcomed new member, TomSpillane from CaringbahBusinessmen’s Club, to the meetingand the Zone.CMAA Executive Officer TerryCondon, CCM, attended the breakfastmeeting and forum and presented theHead Office Report with EducationManager Ralph Kober andCommunication Services ManagerPeter Sharp also speaking aboutaspects of the Report.Tim also spoke about the FederalExecutive’s evolving work on theStrategic Plan and the portfolios of theExecutive members. Breakfast was served immediatelybefore the Forum, which quicklymoved into session under Tim’sdirection and included some of thegaming industry’s most prominent cluband corporate executives.The panel guests were CanterburyLeagues Club Assistant General

Manager and Gaming Manager GregLevett, Wests Leagues ClubCampbelltown CEO Tony Matthews,Aristocrat NSW/ACT BusinessManager John Gould, PaltronicsManaging Director Steve Cowan andIGT State Sales Manager NSW/ACTCameron Louis.The range of topics, which focussedon gaming and the state of theindustry, included Return to Playeroutcomes, Machine Volatility, ClubAmalgamations and concluded withTim inviting each member to speculateon the industry’s biggest immediateissue.The responses ranged from businessplanning to capital expenditure,government intervention and providermonopoly.In closing Tim and Terry commentedon the success of the breakfastmeeting format and the attendancestrongly endorsed the initiative.The Zone AGM will be at EngadineBowling Club on June 3.

In The Zone St George Cronulla Zone Meeting


Industry heavyweights shape up over breakfast

CMAA Executive Officer Terry Condon. Ian Todd, (from left) Graham Hill and Tim McAleer.

Tim McAleer introduces the Gaming Industry Forum members. Wendy Browne, Ralph Kober, Merryl Freeman and Jonathan Docking.

The weather didn’t offer much joy, butthere was plenty of enthusiasm for theannual Hunter Zone Golf Day at MureeGolf Club in late February,The golf followed a busy and full ZoneMeeting agenda with Zone PresidentTony Mulroy and Secretary RichardJones taking 27 members throughseveral matters.Tony welcomed two new members –Gordon Laffin and Ross Parr – to themeeting.Gordon, Operations Manager atStockton Bowling Club, worked inSydney function centres before headingto the Hunter.Ross, Operations Manager at MaitlandBowling Club, has worked previously at

Long Reef Golf Club and Belmont 16Footers Club.

CMAA Communications ServicesManager Peter Sharp presented theHead Office Report touching on theRudd Government’s latest changes toFederal Industrial Relations legislation,media focus on problem gamblingissues relating to poker machines andthe Office of Liquor Gaming andRacing’s Governance and ManagementWorkshops, which is scheduled forHexham Bowling Club on Friday, April11, from 9am to 1pm.

Peter also pointed to the CMDATraining Calendar, which has fourcourses scheduled for the Hunter Zone,including “Monitor Staff Performance”

on May 19 and 20 and “Coaching Skillsfor ‘Buddy System’ Line Trainers” onAugust 4. Both courses will bepresented at Singleton RSL Club.Host club General Manager RichardJones soon had groups organised totee-off in the nine-hole, four-personambrose event that also attractedplenty of enthusiastic industry traderepresentatives.A few unwelcome showers greeted thegroups as they headed off to theshotgun start and there were a fewrain-soaked stories during the luncheonand presentations.Hunter Zone’s next meeting will be atThe Adamstown Club on Wednesday,June 25, at 11am when the ZoneBursary winners will be announced.

18 Club Management

In The Zone Hunter Zone Meeting & Golf Day


Grey skies can’t dampenHunter golfing spirit

Hunter Zone President Tony Mulroy (centre) welcomed new members Gordon Laffin (left)and Ross Parr to the Zone Meeting and Golf Day in late February.

Far North Coast Zone AGM andLuncheon at the North Coast Instituteof TAFE at Kingscliff in mid-Marchattracted a record crowd and the ZoneCommittee re-elected unopposed. Zone Publicity Officer Nathan Whitesidereported good numbers all around with29 members attending the freeeducation workshop, 41 membersregistering for the AGM and 68 guestsseated for the “degustation” luncheon.Matthew Greene, from Paynter Dixonpresented the free workshop,“Environmentally Sustainable Clubs”,offering options to run clubs sustainablywith examples on how this could beachieved. Matthew pointed to the cost to installsynthetic greens, waterless urinals,waterless woks, rainwater tank and“black”/”grey” water tanks, commentingon the environmental benefits of eachoption and the “payback” periods.It was a case of “if it’s working well,don’t change it” when CMAA ExecutiveOfficer Terry Condon, CCM presentedthe Head Office Report and conducted

the Election of Office Bearers, with theentire Committee returned unopposedfor another term.President: Jon McGregor (YambaBowling Club)Vice President: Darren Schipp (CasinoRSM Club) Secretary: Gordon Rhodes (SouthTweed Sports Club)Treasurer: Mark Bannerman (MacleanRSL Club)Zone Education Officer: Phil Mallon(Cabarita Beach Sports Club)Publicity Officer: Nathan Whiteside(Yamba Bowling Club)Adam Thompson and Ben Gonzalez,from South Tweed Sports Club alsoretained their honorary roles as“Permanent Raffle Ticket Sellers”.The Kingscliff TAFE students provided asuperb, five-course degustation menuthat included seafood, veal and evensome “rabbitoh” for the 13th year thatFar North Coast Zone has supportedthe TAFE College for the event. All service staff and chefs werestudents at the TAFE, under thewatchful eye of their teachers.Zone President Jon McGregorpresented Jayne Henry with a $500Bursary as “Outstanding Student” inKingcliff TAFE College’s HospitalityCourse. Jayne gave an impressive andwitty speech in thanking her teachers,fellow students and the CMAA.Iluka Bowling Club’s retiring SecretaryManager, Gail Paine, also received a$100 Myer gift voucher from the Zonealong with a generous farewell and bestwishes from Jon.Zone Secretary and Division E FederalCouncillor Gordon Rhodes, ACCM,

said the lunch put the students underpressure, but it was a good opportunityto put their training theory into practice. “Just as important, it gives the studentsa chance to show local Tweed areaclub managers why they areemployable,” Gordon said. “At South Tweed Sports Club, we haverecruited eight students, including twoformer Outstanding Student winnersfrom the Diploma HospitalityManagement course. “Seagulls also have recruited from thiscourse.”Gordon, who received the prestigiousPeter Cameron Awards at the CMAAGala Awards Dinner at the annualConference and Expo at DarlingHarbour late last month, said he waspleased to see so many “nextgeneration” managers at the AGM andgave full credit to senior managers forencouraging younger team members toattend and participate.Far North Coast Zone has educationworkshops with “Big Dave” Staughton(June) and Paul Lyons (September)scheduled for later meetings and othertraining opportunities – “Duty ManagerDevelopment Program” - pencilled in.Jon McGregor congratulated KingscliffTAFE College’s Hospitality Course HeadTeacher Ziggy Mireis and the studentsfor another successful day.

In The Zone Far North Coast Zone AGM


Record numbers for TAFE luncheonwith Zone Committee returned

Far North Coast Zone President Jon McGregor with Iluka Bowling Club Secretary ManagerGail Paine and CMAA Executive Officer Terry Condon at the Zone AGM.

Far North Coast Zone President JonMcGregor presented Jayne Henry with a$500 Bursary as “Outstanding Student” inKingcliff TAFE College’s Hospitality Course.

Young managers Julian Murray andJason Wallace were looking forward toa great night out with their wives andfriends when they headed off to theCMAA Victoria Zone Awards Dinner lastmonth.

They had no idea that the black-tiedinner at Mulgrave Country Club,south-east of Melbourne, would besuch a memorable moment in theircareers.

Julian, the General Manager at TheWonthaggi Club was named CMAAVictoria Club Manager of the Year andaccepted his award from ReedHospitality Divisional Manager MarkBlizard and William Angliss Institute of

TAFE Skills Recognition Unit ManagerMary Spaull.

Julian thanked his wife along with theclub President, the Board,management team and staff for theirsupport.

Jason, the General Manager at LakesEntrance Bowls Club, collected anawards “double”, being namedCommunity Club Manager of the Yearand Bowling Club Manager of the Year.

CMAA member and Mulgrave CountryClub General Manager Kerry Scarletthosted the event and CMAA VictoriaZone President Barry West welcomed200 guests to the dinner.

CMAA Federal President Bill Clegg,ACCM, travelled from Sydney withCommunication Services ManagerPeter Sharp to attend the function.

The other major award was theannouncement of the Des KremkauAward, which commemorates thememory and work of the CMAAstalwart.

Foster’s Australia executive DavidClancey accepted the award fromVictoria Zone Secretary Kevin Morland,ACCM, and Paul Constable, fromBCIB.

David told the gathering he was proudof his long association with the ClubIndustry and honoured to receive anaward named in the memory of a manso greatly respected in the CMAA andclubs.

Samantha Burton from CraigieburnSporting Club was named CMAAVictoria Assistant Club Manager/DutyManager of the Year, while Kylie

Baggetto, from The Yarraville Club, wasa popular winner of the CMAA VictoriaSupervisor or Employee of the Yearaward.

Sponsors for the Awards Dinnerincluded, Reed Hospitality, BCIBInsurance Brokers, Foster’s Australia,Tatts Pokies, Hunter Industrial, VFJCurrency Management Equipment,Clubs Victoria, Tabaret, WestsideTalent, Angove's, Plant Image andClear Security.

At the Awards Dinner, the Victoria Zonepromoted another big event in Maywith the Annual General Meeting andEducation Conference in Melbourne,sponsored by Reed Hospitality.

20 Club Management

In The Zone Victoria Zone Awards


Julian and Jason celebrate awards

Jason Wallace celebrated winning twoawards with his wife, Nicole.

Julian Murray celebrates his Club Managerof the Year Award.

The two-day event – May 13 and 14 –at the Royce Hotel, opens with aCocktail Park for 6:30 to 8:30pm onTuesday, May 13, with the AGM,followed by the Keynote Address fromCMAA Federal Executive Member andCMDA Board of Management StudiesChairman David O’Neil, ACCM.

High profile international presenter MervNeal will present two workshopsessions either side of lunch when AllanWright, from Reed ConstructionsAustralia, will deliver the SponsorsAddress.

Contact Victoria Zone Secretary KevinMorland, ACCM, at Numurkah Golf andBowls Club – 03 5862 3445, 0428 622701 (mobile) [email protected] to book forthe event.

In The Zone Victoria Zone Awards


success

and the winners are ... CMAA Victoria Club Manager of the Year - Julian MurrayCMAA Victoria Assistant Club Manager / Duty Manager of the Year -Samantha BurtonCMAA Victoria Supervisor or Employee of the Year - Kylie Baggetto, TheYarraville ClubTatts Pokies Club Manager of the Year - Joe MorelloTabaret Club Manager of the Year - Michael TonksCommunity Club Manager of the Year - Jason WallaceRSL Club Manager of the Year - Sue Coombes Bowling Club Manager of the Year - Jason Wallace

CMAA Victoria Zone President Barry Westwelcomed 200 guests to the dinner

David Clancey receives the Des KremkauAward.

Sue Coombes was named RSL ClubManager of the Year.

Samantha Burton, with Zachary Protopapaswon the CMAA Victoria Assistant ClubManager / Duty Manager of the Year award.

More than 125 industry-related tradesuppliers and companies again packedHall 5 of the Sydney Convention andExhibition Centre.It started with the opening sessionwhen more than 300 members heardFederal President Bill Clegg, ACCM,deliver his report (P23).Federal Secretary Allan Peter, ACCM,Board Management Studies ChairmanDavid O’Neill, ACCM, (P34) followedBill before Executive Officer TerryCondon, CCM, delivered theAssociation’s Financial Report. Immediately after the meeting,Aristocrat Technologies AustraliaExecutive General ManagerAustralasia and Asia Pacific, WarrenJowett, opened the Conference, alsospeaking about the challenges facingthe Club Industry.

Warren announced Aristocrat’sthree-year commitment tosponsor the Annual Conferenceand Gala Awards Dinner at DarlingHarbour along with the CMAA’sMid Year Executive LeadershipConference at Conrad Jupiters onthe Gold Coast.He said Aristocrat’s three-yearagreement underlined thecompany’s commitment to theindustry and recognised theCMAA’s integral role in offeringeducation, professionaldevelopment and support to clubmanagers across Australia.“This is a significant commitmentand Aristocrat is proud of itshistory and ongoing relationshipwith the CMAA,” he said.NSW Gaming and Racing Minister

Graham West spoke later inthe day, updating members onmajor issues facing the ClubIndustry and impressed manyby taking questions from theConference floor.In his “EO’s Desk” column thismonth (P8&9), Terry described theevent as “a success, albeit underdifficult circumstances”.Terry was referring to the effectsthat the NSW Government’sgaming machine taxation regimeand non-smoking legislation ishaving on revenue figures in clubsat all levels across the state.“The Club Industry is working veryhard to keep pace with budgetsduring these challenging times, so Iam pleased with the attendancesboth at the Conference and theExpo, considering what clubmanagers are going through,” Terryadded.“The quality of the ConferenceProgram was outstanding withvirtually unanimous endorsement ofthe panel sessions and workshopsdealing with environmentallysustainable alternatives … it was avery successful Conference.”The event got off on the right foot

with a successful Club Study Tour toClub Marconi, Liverpool Catholic Cluband Cabramatta Leagues Club withmore than 60 managers and clubrepresentatives boarding the tourcoach.The two full days of Conferencesessions (Ralph Kober’s report -P30) drew good crowds andimpressive responses from delegates,with the high-profile panel expertsoffering impressive information andopinions.The Gala Awards Dinner (P26-29)was yet another glittering successwith the CMAA Hall of Fameinductees announced, along with thePeter Cameron Award and 30 Yearand 21 Year Service Awards(P23&24).The entertainment again was firstclass with “The Elton Jack Show”,“Take Two” and Master of CeremoniesPaul Martell in sparkling form.

22 Club Management

2008 CMAA Conference, Expo & Gala Awards Dinner


Conference taps into challengesfacing Club Industry Despite a challenging economic environment for the ClubIndustry, there were plenty of positives for the CMAA duringthe annual Conference, AGM, Hospitality Expo and GalaAwards Dinner at Darling Harbour in mid-March …

NSW Gaming and Racing Minister GrahamWest.

Aristocrat Executive General Manager Australasiaand Asia Pacific, Warren Jowett.

Members, it gives me great pleasure, onbehalf of the Federal and StateExecutives to report to you on theactivities of the Association for the yearunder review.The message that was delivered at thisConference last year by the then-FederalSecretary of the ACTU, Greg Combet,was that the Industrial Relations scene inAustralia would never be the same again. The focus on Industrial Relations during2007 challenged the Association and,rightly so, the Executive was challengedfrom within and externally on the positionit adopted along with the message it wasdelivering on WorkChoices, in general,and the human impact that it was havingon club managers across all jurisdictions,in particular.The message, which hasconsistently been delivered bythe Federal Secretary, wasclouded at times by theemotion behind the debate.For those that lost theirlivelihood and for those thatare charged with providing theassistance, it was emotional. Too often, the Association wasleft in the position of not beingable to provide anything otherthan emotional support.The realisation, particularly bythe younger members, that theirAssociation was a union in action wasconfronting and may even be a definingmoment for the Association.Improving the educational and theprofessional development of clubmanagers has been, from its inception, aprimary object.This was reinforced in 1992 with the“professional pledge” of the thenExecutive.At the same time, we should rememberthe Association was also established forbelonging and fraternity … “the standingtogether when one needs assistance”.Our foundation President, “Latchem”Robinson, reflected nearly 50 years agothat many in the profession were afraid ofthe words “trade union”.It was timely, therefore, for theAssociation to define its current purpose,values and behaviours that reflect theseshared beliefs.The current Executive is now workingthrough this process with theAssociation’s staff, Board ofManagement Studies and FederalCouncil.

Once complete, all members will receivethe values matrix, defining why theCMAA is a place for guidance and adviceand providing people with theopportunity to grow.It is evident that, federally, there are ever-increasing pressures on clubs.Senator Steven Fielding and SenatorNick Xenophon could be consideredsuccessful already in their anti-gaminglobby and their range of proposals -particularly with Victoria’s recentannouncement on ATMs.With the commissioning of Family andServices Minister Jenny Macklin to lookat ways of better protecting problemgamblers, the Association will call on adebate based on fact, notmisconception.

Also in Victoria, our members’ positionthat clubs should have the right to ownand operate their own machines, is oneof the options under consideration andsoon to be announced.

In Queensland, with smoking lawsconsidered more draconian thanelsewhere, there is renewed optimism forthe industry from 12 months ago.

There has been a positive upturn ingaming revenue over the past months.

In NSW, we also had the opportunity ofwelcoming a new Gaming and RacingMinister, the Honourable Graham West.

I don’t think there is any coincidence thatthe good working relationship that weenjoyed with the various offices within hisportfolio has grown stronger and there isa renewed sense of commitment of allwanting to progress the Club Industry.

The Working Party that the Associationsits on, saw the introduction of theRegistered Clubs Amendmentregulations and various submissionswere made to the IPART Review, LiquorAct Review and Gaming Machine ActReview.

With the release of the Draft IPART

Review, we look forward to being activelyinvolved in the development of theindustry plan with our particular interestson …➣ management agreements for small

clubs ➣ amalgamations ➣ corporate governance and the

ongoing professional development ofdirectors and managers

➣ performance assessment of boards ➣ recruitment and performance

assessments of management ➣ the role the club viability panel will play ➣ the use of professional managers as

compliance officers to assist smallclubs

It was particularly pleasing to note thatthe positive role the CMDA plays - in theprofessional development of managers -has been acknowledged.This has only been achieved with thecommitment of the staff at the

Association and particularly thehard work of many that assistthem.At this point, I’d like toacknowledge those that havebeen assisting in this process andthe ongoing commitment to theprofessional development training– the Board of ManagementStudies - David O’Neil (Chairman),Tony Lycakis, David Hiscox,Cameron Provost, LukeSimmons, Stuart Jamieson, JodiDickson and Dena Hynes.

The Association also received renewal ofits Registered Training Organisation (RTO)status for a further five years.Congratulations on this achievementmust also go to all the staff - particularlyRalph Kober, Narell Harrison, Brad Jonesand Estelle McDonald-Birch, the team atAuburn.I also acknowledge the support of all staff- Gerry Sarlemyn, Peter Cooper, PeterSharp, Priscilla San Luis, Carol Quirke,Maria Hudson and Evonne Bosnich.I also wish to thank the Federal Councilthat have supported the new structurethat was introduced 12 months ago forthe active role they are playing with theExecutive. In closing, on behalf of the executive andall members I express our appreciation toExecutive Officer Terry Condon for, notonly his dedication to us all, but the wayhe has personally supported manymembers over the past 12 months.I formally move the adoption of theReport.

➣ BILL CLEGG, ACCMFederal PresidentClub Managers’ Association Australia

2008 CMAA Annual General Meeting


President’s Report – IndustrialRelation change arrives

24 Club Management

CMAA Gala Awards Dinner - 2008


Emotional moments for Hall of Fameand Cameron winners

Hall of Fame Industry Associate inductee Warren Hadley with Bill Clegg.

Hall of Fame Association Associate inductee Allen Barry with Bill Clegg.

Peter Cameron Award winner Gordon Rhodes.

A highlight of the CMAA’s annualConference, Expo and Gala Awards Dinneris the announcement and presentation ofthe Hall of Fame inductees and PeterCameron Award winner.CMAA Federal President Bill Clegg hostedthe awards ceremony during the Dinner inthe Bayside Ballroom of the SydneyConvention and Exhibition Centre at DarlingHarbour.Coca-Cola Amatil’s State Business ManagerWarren Hadley was the Hall of FameIndustry Associate, while The BarringtonGroup’s Executive Director Allen Barryaccepted recognition as the AssociationAssociate and Panthers Group ChiefOperations Officer Danny Munk, ACCM wasnamed Hall of Fame Manager for 2008.South Tweed Sports Club SecretaryManager Gordon Rhodes, ACCM was avery popular winner of the Peter CameronAward.Gordon, the CMAA Division E – Far NorthCoast Zone, North West State Zone, MidState Zone and Mid North Coast Zone –Federal Councillor and Far North CoastZone Secretary made an impressive speechin accepting the prestigious award.Although quite moved by his Hall of Fameinduction, Allen Barry also made a heart-feltspeech endorsing the work and closerelationship his company has with theCMAA. Danny, the CMAA’s Federal Vice President,was unable to attend the dinner.

CMAA Federal President Bill Clegg presented 21 Year and 30Year Service pins during the Gala Awards Dinner.

CMAA 30-Year Members - 2008John Elliott Salisbury Bowls ClubLindsay Flyght Manly Warringah Rugby League ClubScott Higgins Ryde Ex-Services Memorial ClubBill Larkey Nambucca Heads RSL ClubGeoff Muldoon MountiesPeter Redding Maroubra Seals Club

CMAA 21-Year Members - 2008Christopher Allen Shoalhaven Ex Services ClubGraeme Ayling Bankstown District Sports ClubLeigh Boneham Rye RSL Club Stephen Byfield Diggers @ The EntranceTom Cassilieris Maroochydore RSL ClubGraham Chattin Southside Sport & Community ClubLes Clarke Botany RSL ClubMargaret Cooper Corrimal Leagues ClubMark Cooper City Tattersalls ClubDavid Costello ClubsNSWKresimir Dijanosic Seven Hills Toongabbie RSL ClubDavid Foster Ballina RSL ClubTony Ghosn Belmore Returned Services ClubAlan Greig Heathcote Services & Citizens ClubTony Guilfoyle City Tattersalls ClubKevin Hennessy Twin Towns Services ClubAlan Jacobs Speers Point RSL ClubPaul Jones Central Coast Leagues ClubTony Mulroy The Adamstown ClubDaniel Munk Penrith Rugby League ClubJeff Simmonds North Sydney Leagues ClubAdrian Vermeulen St George Motor Boat ClubRaelene Verran North Ryde RSL ClubMichael Villa Dapto Leagues ClubGeoffrey Walden Tamworth Services ClubAnthony Waller Shoalhaven Ex-Servicemens ClubMike Wiezel St Marys RSL Club



Recognition for CMAA ‘veterans’

CMAA Federal President Bill Clegg, ACCM with 30 Year ServiceAward recipients Geoff Muldoon (left) and Bill Larkey.

Bill Clegg with 21 Year Service Award recipients (from left) Stephen Byfield, Les Clarke, Graeme Ayling, Adrian Vermeulen, Tony Mulroy andTom Cassilieris

26 Club Management



28 Club Management





Mark Vincent. Master of Ceremonies Paul Martell.

The Elton Jack Show.

By RALPH KOBERCMAA Eduction Manager

The 2008 program at the CMAA’sDarling Harbour Conference was “worldclass”, according to many of thedelegates.The quality of the workshop sessionsand the fact they were free, added tothe experience for many of the 2,500visitors to the Expo over the two days.Always a “full house”, the AnnualGeneral Meeting gave members theopportunity to hear President BillClegg’s report and update on theFederal Executive’s Strategic Plan forthe Association. Board of Management StudiesChairman David O’Neil, ACCM,reported on CMDA activities andinitiatives, while Executive Officer TerryCondon, CCM, reported on theAssociation’s financial status, whichremains healthy despite a smalldownturn in training revenue.The first Conference session, “That’sRacing – Counting the Losses andHandicaps”, provided an update on theimpact and consequence that EquineInfluenza had on the racing industry,which, in turn, was felt in clubs throughlost wagering turnover and customthrough the door. Topics discussed included the notion ofBetfair in the NSW context, TABCorp’sposition regarding club commissionsand where racing is headed. Moderated by Richard Callander,panellists included Ken Callandar,Robert Nason (TABCorp), PeterV’Landys (Racing NSW CEO), SteveRailton (AJC Deputy Chief Steward)and Chris Waller (trainer).

NSW Gaming and Racing MinisterGraham West addressed the delegateswith an informative discussion aboutthe Club Industry’s future with respectto the Liquor Act 2007 and theregulations. There was much debateabout the better relationship the ClubIndustry and the Minister have formedand it’s hoped this would continue todevelop positively.Of interest to managers wanting tobecome more ecologically responsiblein operating their clubs, the “Want toSave Some Serious Money” sessionprovided many ideas, tips andincentives for being more “green”minded.High-profile Sydney media personalityand author Peter FitzSimonsmoderated an informative session,“Drugs in Sport – A Deadly Cocktail”,with panellists Denis Fitzgerald(Parramatta Leagues Club and FootballClub CEO), former Canterbury RugbyLeague Club CEO Steve Mortimer andSydney Morning Herald journalistJacquelin Magnay. Issues around player behaviour,policies on drugs and elite athletes andthe drug culture were discussed atlength.Two linked sessions followedaddressing diversification and howclubs can access the right financingmodels for their projects and someindustry case studies presented byCEOs drew a large audience. Robert Brennan from RT Hospitalitymoderated both sessions with CMAAsponsor organisations BankWest andCommunity First Credit Union wererepresented, offering an overview of

what each institution required fromclubs when considering an applicationto finance potential diversificationprojects, such as Futsol fields andgymnasiums.Richmond Club CEO Kimberley Talbot,Liverpool Catholic Club CEO JohnTurnbull and Campbelltown CatholicClub CEO Michael Lavarato providedinteresting views on how their projectswere financed, how each wasdeveloped to completion and the resulton their overall sustainability as anoperation.The Conference concluded with awonderful session, “Taking the WHINEout of Wine”, moderated by ProfitableHospitality Managing Director KenBurgin and panellists Brendan Bate(CMA Magazine wine columnist) andMawson Club (ACT) Food andBeverage Manager Andrew Izzart.The session theme was abouteffectively creating a purpose-designedwine list around a bar design andidentifying the demographic market it isdesigned to attract and how that canmake a big difference to the bottomline.

30 Club Management

CMAA Conference - 2008


Conference program gets‘world-class’ rating

34 Club Management

2008 CMAA Expo CMDA Education Report


2007-2008 has been a challenging year for theCMDA as it has been for all members. The impact of the introduction of the smokingbans and the increase in gaming revenue taxhas had a telling effect on the activities of theCMDA with regard to training numbers andrevenue.Let me firstly say to all of you that it is a falseeconomy to cut training budgets back in orderto make the bottom line look healthier. In these challenging times, priority should begiven to ensuring that your staff andmanagement teams are fully prepared to helpyou meet the challenges ahead - whether thatbe through formal training or attendingsignificant industry events which can provideguidance, knowledge and confidence.2007 saw a lot of the scheduled regional eventscancelled due to low numbers, despite theearlier call from these areas for the CMDA toprovide them.The CMAA is a not-for-profit organisation andwhilst it will endeavour to offer access to affordable training, itcan not sustain losses which will, in turn, place theAssociation in a position which could see it under pressurefinancially.It wasn’t, however, all doom and gloom. Pleasingly, a number of initiatives were launched during thistime to promote involvement of club personnel with theCMDA in an attempt to build relationships and generaterevenue.The CMDA Affiliate program was created to forge a link withnon-managerial staff and the education side of theAssociation and those Affiliates now can enjoy benefits suchas discount training fees, subscription to the CMAA’s ClubManagement in Australia magazine, marketing updates andaccess to Zone meetings. This will, hopefully, help managers in retaining and rewardingkey staff and demonstrate a commitment to developing theircareers. The benefit to the CMAA is that we can grow a pool ofpotential members from the grass-roots level of our industry.Conferencing in 2007 saw a great show of support frommembers in attending both the Darling Harbour and Jupitersconferences.

Darling Harbour, again, was free to attend for club personneland more than 3,000 delegates attended the Expo andworkshops. This commitment to making education accessible to all of ourmembers and their staff has again been extended to thisyear’s Conference by the Federal Executive.Jupiters in 2007 was exciting for many reasons. Firstly, the inspirational Beaconsfield miners opened theConference to a packed audience of 400 delegates. Followed by a huge variety of executive-level workshopsessions, the move to a Wednesday to Friday format waspopular and will be offered that way again this year from July2 to 4.Earlier this year, a new line-level program helping new andjunior supervisors make the transition from buddy to boss –Supervisors Bootcamp - was launched.The 24 participants who attended raved about how it a verypositive experience and gave them the confidence to meetthe challenges of being a manager of people. Further programs are scheduled including the next one atAuburn in May/June. Talk with the CMDA staff during theConference for further details.Other programs which are essential for your staff to

undertake include the Duty ManagerDevelopment Program, the GamingAnalysis Program and, certainly, any ofthe many finance-orientated courses.We need you to support the CMDAthrough these times more than ever –regard the CMDA as a“knowledgebank” from which canwithdraw skills, knowledge and educationand you will find that it will not cost you… a healthy dividend will be paid to youand your club.

➣ DAVID O’NEIL, ACCMCMAA Federal Executive MemberBoard of Management Studies Chairman

New programs require member support David O’Neil

CMAA 2008 National Bursary Presentations


36 Club Management



38 Club Management

CMAA Hospitality Expo 2008 Exhibitor List


Stand

95 Abacus Cash Systems Pty Ltd

214 ACC Audio & Visual

3 Ainsworth Game Technology

13 Allpride Signs

68 Allstyle Commercial Furniture

136 Amore Coffee

56 AMZ Furniture Pty Ltd

78 Aristocrat Technologies

209 Artistes' Answering Centre

103 Aruze Gaming

73 Australian Interior Landscapes

121 BankWest

87 Barringtons

61 Bepoz Retail Solutions

59 Bevcon Solutions

84 Boden Projects Pty Ltd

156 Boss Hogs Hot Dogs

5 Bottlecycler Australia

155 Brinks Australia

205 Cadbury Schweppes

23 Cannon Group

29 Cash Handling Systems

PP6 Casino Consoles Australia

217 Club AV/CAV Security

94 Club Plus Superannuation Fund

102 Clubsational

114 Coca Cola Amatil (Aust) Pty Ltd

PP2 Codemaster Systems

152 Coin op Solutions

4 Collections Design Group

134 Community First Credit Union

PP12 Computer Magic

45 Cootamundra Components Pty Ltd

101 Country Fresh Foods

63 Crane CashCode

113 Daily Press Pty Ltd

138 De Bortoli Wines

139 Dina Corporate

PP3 Display Me

151 Domina General Insurance Brokers Pty Ltd

111 Ebet Gaming Systems

15 Eco Elegance

74 Feltex Carpets Ltd

PP8 Flow Beverage Monitoring

212 Fredon Industries Pty Ltd

Stand

75 Freeform Commercial Furniture

216 Furniture New Vogue Pty Ltd

92 Generate Group

11 GlobaL Coffee Solutions

24 Global Gaming Industries Pty Ltd

50 Global Payment Technology Australia/eCashPty Ltd

PP9 Goodnuts

49 Gopher Graphics

204 HHDI Technology

PP4 Hospitality Training Network

99 ICU Security Cameras

165 IGT

148 Image Designer Workwear

23A IMB Limited

124 Independent Gaming

28 Independent Gaming Finance

17 InfoGenesis Pty Ltd

62 Innersphere Pty Ltd

20 Innova Group Pty Ltd

PP8A Integral Energy

44 JCM Global

72 Jensen Data Systems

40 Jtech

64 Karo Australia Pty Ltd

206 Keno

36 KONAMI

PP5 Kutting Edge Design

203 M & E Magellan Services Pty Ltd - Flex Floor

211 Materialised Pty Ltd

7 MAXGAMING

85 MEI

146 Meridian Constructions Australia

43 Merlot Constructions (Aust) Pty Ltd

18 Methodical Services Pty Ltd

149 Micros Fidelio

150 Multiscreen Channel Pty Ltd

117 National Cash & Coin

66 Network Interiors & Construction

153 Nine Design

123 Nufurn Commercial Furniture

96 Paltronics

76 Paynter Dixon Constructions

77 Pernod-Ricard Australia

141 Pitney Bowes Australia Pty Ltd

ACCM presentationsThe CMAA’s 2008 Annual Conference, Expo and GalaAwards Dinner at Darling Harbour was a memorable venuefor three Association members to receive their Active CertifiedClub Manager (ACCM) Awards. CMAA Federal President BillClegg presented Harbord Diggers Club Functions ManagerMerissa Proops and Club Five Dock Gaming ManagerDavid Conway with their awards during the Members AnnualGeneral Meeting, while and Townsville RSL Club AssistantManager Karla Malouf received her award during NationalBursary Presentation ceremony.

2008 CMAA Conference


CMAA Federal President Bill Clegg presents Merissa Proops withher ACCM.

Bill Clegg with David Conway.

Bill Clegg with Karla Malouf.

Stand

137 Premier Building Group

60 Premier Hospitality Services Pty Ltd

98 R + V Living

47 RaffleTV Digital Signage Networks

33 Reed Contructions Australia

118 Remondis Pty Ltd

93 Retail Systems Australia Pty Ltd

30 Ricmar

144 Riva Ice Cream Dispensers

58 RT Hospitality Solutions

6 SALTEC Pty Ltd

100 Sanyo Data Systems Pty Ltd

54 Screencheck Australia

PP10 Seal-a-crete Pty Ltd

122 Sensaroma

202 Shadola Sun Screen Systems

67 Showorks

154 SmartCam

210 Smarter. Cooler. WAECO

57 Spacebud Pty Ltd

32 Sprintquip

1 Stargames

133 Statewide Business Training

19 Steam Australia

218 Stream Management

PP11 Studioline

PP1 Sunblest Cleaning Services

147 Supagas

PP5A Swerve Design

213 T & F All States Pty Ltd

48 Technoprom Pty Ltd

65 The Bright Group

215 The Game Show Factory

PP7 The Mobile IT Group

207 The Presidential Card

140 Tooheys Pty Limited

70 Total Concept Projects

116 Tree Creation

16 True Blue Chemicals

53 UniPage

201 Vital Signs & Designs

143 Whitcon Services Pty Ltd

208 Wideform Constructions/Horizon Living

69 Zig Zag Apparel Pty Ltd

40 Club Management

CMAA Expo 2008


CMAA Expo 2008


42 Club Management

CMAA Expo 2008


CMAA 2008 Annual Conference, AGM, Hospitality Exposition

March 18 & 19, 2008 SYDNEY CONVENTION & EXHIBITION CENTRE, DARLING HARBOUR

Club Managers’ Association Australia

thanksExhibitors/Delegates/Visitors

for your ongoing support of this successful annual event

For further information call Rayner Sales & Marketing Pty LtdPhone: (02) 9360 6177

Email: [email protected]

Gambling has been an inherent part ofAustralian culture since Europeansettlement. Today, more than at anytime in our past, gambling is a popularpastime and form of recreation.Of the many ways of having a punt, thepokies have drawn the most attention.Lacking the glamour of horse racing orthe celebrity of poker, it seems that thepopularity of the “pokie” experiencethat irritates its opponents the most. Those most-publicly opposed to thepokies are now knocking on the PrimeMinister’s door, telling him - and anyonewho will listen - that after more than 50years of poker machines, Australia isnow on the cusp of a social crisis oftsunami-like proportions.Such allegations are clearlyexaggerated to maximise effect andgenerate attention. More deceptive andmisleading is the term “social cost”,which is now featuring in much of thepokie commentary.Those who speak of the social cost ofgambling are quoting the total gamblingspend per year in Australia. If we adoptthis interpretation then the social cost ofplaying the pokies is $11.28 per weekfor each adult in Australia.

Extending this definition to other itemsof household expenditure reveals theabsurdity of such a measure. The socialcost of having a credit card is $62 perweek. The social cost of take-awayfood is $20 per week and the socialcost of having a mobile phone $37.The most popular form of weekendactivity is going to the movies or playingvideo games. The social cost to thenation: $3.8 billion. Kevin Rudd has indicated that heshares the desire of the Club Industryto find new ways to further reduce theincidence of problem gambling.Encouragingly, his comments suggesthe is aware of the multitude ofconflicting statistics and claimsassociated with gambling and inparticular problem gambling.The definitive and only national reporton gambling took place in 1999 by theAustralian Productivity Commission.While there has always been a smallnumber of gamblers who spend morethan they can afford to, the report’sestimation of 2.1% of adults was thefirst to attempt to identify the size of thisgroup. Enormous change for the better has

taken place in the nine years since theProductivity Commission last examinedthe issue of gambling in Australia.So much change has occurred that -with the exception of Western Australiaand Tasmania where just 2.7% of thecountry’s poker machines are located -the incidence of problem gambling hasfallen substantially. In NSW, where more than half ofAustralia’s poker machines are located,the largest Government-commissionedsurvey ever undertaken shows that lessthan 1% of all adults are consideredproblem gamblers. While this figuredoes indicate there is more work to bedone, it does not justify the calls ofextremists to “blow up the pokies”, orto tax them out of existence. Perhaps some context to recentprevalence reports can be made bycomparing the rate of problemgambling in Australia with that ofproblem drinking. More than 5% ofAustralian adults are considered to bealcoholics. Twenty per cent admit toregularly drinking more than theyshould. Recent media discussion haslogically focused on the need for bettereducation, not prohibition, as the key toreducing the level of harm.Clubs Australia would welcome adecision by the Federal Government tofund a detailed inquiry into all forms ofgambling in Australia. It is logical andreasonable that any move to introducetargeted and practical measuresaffecting the nation’s 4,000 registeredclubs be based upon the findings ofthis research.The Club Movement directly employsmore than 65,000 people. Tens ofthousands more are employed due tobusiness from local clubs. Employmentis just one of the many contributionsclubs make to the community. Clubsalso mobilise 65,000 volunteers.It is these contributions that thoseopposed to gambling often ignore. Ifthere is a social cost to gambling, thenit must equally be acknowledged thatclubs provide a social benefit.The concept deserves consideration.What dollar figure should we place onthe availability of affordable meals anddrinks? On access to pay television?On quality entertainment? On thefunding that keeps junior andprofessional sporting teams on the fieldand off the streets. On support forcommunity programs such as Meals onWheels? Recent research concluded that

44 Club Management



‘Pokie’ experience most irritates opponents Problem gambling has been a hot political and media topicsince the Federal Election was announced in the back halfof 2007. Politicians – particularly new independentSenators Nick Xenophon, Steven Fielding and BarnabyJoyce - and church leaders have offered a range of strongopinion on the subject. In mid-March, The Sydney MorningHerald published an article, written by ClubsNSWChairman PETER NEWELL, OAM, which defended the ClubIndustry’s position and called for evidence-based action ongambling, rather than populist knee-jerk reactions ...

ClubsNSW Chairman Peter Newell (centre) with Jamie Gallen (left) and Rod Laing at a recentCMAA and ClubsNSW event at Glen Innes Services Club.

registered club use enables the elderlyto manage the impact of late lifetransitions on wellbeing by facilitatingsocial participation, reducing socialisolation and enabling access toresources to improve the quality of dailyliving.

Even more challenging is how thecommunity can measure the socialbenefit of the willingness of clubs toprovide food and shelter to thoseaffected by natural disasters such ascyclones, bushfires and floods? Or, ofthe lives saved when clubs donated $4million to the relief effort in theimmediate aftermath of the Boxing Daytsunami?

Economists have not yet measured thebenefit young Australians receive whenthey walk the Kokoda Track, courtesyof their local RSL Club, or when a clubraises money for a family affected bypersonal tragedy.

Perhaps the value of clubs is bestexperienced in the Children’s Ward ofmany of our nation’s hospitals. Whenhospital budgets invariably run short,clubs are often the first point of call,

donating funds for life-savingequipment.

Few would know it is the clubs thathave provided millions of dollars to BearCottage on Sydney’s NorthernBeaches. The Cottage provides a placewhere children with terminal illnessesand their families can receive rest andmedical care in a home-likeenvironment.

What of the contribution club patrons –many of them poker machine players –make to the Salvation Army whoserepresentatives visit so many of ourvenues seeking financial support?Even fewer would know that many ofthe portable game centres that providefun and distraction to children strickenwith illness are funded via thegenerosity of local clubs. The linkbetween such equipment and gamblingis rarely if ever discussed, yet it is aconnection that has existed for manydecades.How does one quantify the value ofchildren playing organised sport everyweekend because of the financialcontribution local clubs make by way of

providing the field, the boots, thejerseys, the uniforms, the playerregistration and the sportingequipment?The Independent Pricing andRegulatory Tribunal (IPART) recentlyattempted to estimate this value as partof a review it is undertaking on theNSW Club Industry. It found that clubsmake an annual $893 million positivesocial contribution to the community.This value does not include theintangible benefits of clubs or sportingfacilities worth more than $2 billion. The answer is that we cannot put adollar value on the benefits clubsprovide to our community. Instead,governments have allowed andencouraged clubs to grow and prosperthe past 50 years, secure with theknowledge that a club returns fargreater to a community than it takesfrom them via gambling.While the Prime Minister has voiced hisdislike of poker machines, oneshouldn’t assume he will force hispersonal preference upon the Australianpeople. In fact, he seems tounderstand the cultural significance ofgambling, having backed the winner oflast year’s Melbourne Cup while visitingthe Ballina RSL Club.



and grabs the headlines

By KATIE CINCOTTA

Victorian AFL clubs are finally wakingup to what NSW has done so well forso long with Rugby League – runningentertainment clubs that boost revenue,membership and a football club’srelationship with the community.Geelong, the 2007 AFL premiers, andthe Hawthorn Football Club, whichfinished fifth on the ladder, both plan tobuild hospitality venues in Melbourne’swestern growth corridor. One venue is a hotel, the other a club,with the Tatts Group to operate 80poker machines at each of the newfacilities in Melbourne’s booming fringesuburbs.The West Waters development is a jointventure between Hawthorn FootballClub and the Gauci Group – a $27million four-storey waterfront hotel inCaroline Springs with a bistro, functionroom, lounge bar/café, sports bar,gymnasium/pool, business centre and56 short-stay accommodation rooms.Melton Council’s planning departmenthas given the Hawks’ venue thethumbs up, but the project still has toget the green light from the VictorianCommission for Gaming Regulation –the most critical element of the deal –which will take place over the comingmonths.One step ahead of them is GeelongFootball Club, which is about to startconstruction on their new club in PointCook – The Brook on Sneydes – inhonour of the surroundingFeatherbrook housing estate onSneydes Road. With planning and gaming approvalunder their belt, it’s all systems go nowfor the 2,000 square-metre venue on a15,000 square-metre “Greenfield” site,

which looks set to be one of the mostimpressive clubs built in Victoria,overtaking Collingwood’s new club inCaroline Springs.It has taken eight, long years to getthere, says Geelong’s COO Stuart Fox,but the hard work has paid off as thesoil begins to turn for construction onthe $13 million club, set to launch onApril 1, 2009. With an initial design concept by TMDesign Group and design developmentand construction by local Geelongarchitects Dal Wild, The Brook willfeature a multi-purpose sports bar withan outdoor terrace, a 240-seat bistrowith al fresco dining overlookingparkland, two playgrounds, a 350-seatfunction room, coffee lounge and 80gaming machines.“It’s taken eight full years of work to getit to this stage,” Stuart Fox says. “Wewent through seven, or eight, landauctions in Point Cook and nothingstacked up ... finally we’re going tobuild this fantastic complex. With thelevel of fit-out, this will be a realbenchmark.”

Tatts Pokies Chief Executive FrankMakryllos says with the influx of youngfamilies to Melbourne’s new housingdevelopments in Caroline Springs andPoint Cook, communities are crying outfor infrastructure.“These will be fantastic facilities forareas that are starved of it,” Frank said.“There’s nowhere for them to go forentertainment, or a meal and gaming isjust one part of the offer.” Tatts’ Channel Strategy ManagerRichard Whitehouse says the majorityof locals are keen for the development,including resident and communityassociations.However, the gaming component hassome groups riled, with vocalopposition from the InterChurchGambling Taskforce and westernsuburbs youth worker Les Twentyman,who described the West Watersproposal as a “loaded gun at the headof the community”.“You always get some opposition,”Richard Whitehouse said. “But the vastmajority of the community want thesedevelopments. You only have to look atthe transcript of Derryn Hinch (Radio3AW) to see that Caroline Springs hasno entertainment facilities, and PointCook with 45,000 people doesn’t havea single pub or club.” Geelong also has copped criticism fromthe Western Bulldogs AFL club, whobelieve the Cats are creeping intotraditional Bulldogs heartland.“They feel we’re encroaching on theirarea, but we don’t see ourselves ashaving areas,” Stuart Fox says. “TheBulldogs now play games up in Darwinand Hawthorn will play in Tasmania.We’re playing in a national sport.” What’s not in dispute is the trend forAFL clubs to build revenue, profile andcommunity touch points throughhospitality offerings. “AFL clubs are realising that it’sessential to have a central communityfocus, so while they’re building thesecommercial businesses they’re verymuch for the focus of members andthe community as a whole,” Richardadded.Geelong’s COO agrees that communityvenues are now part of AFL clubs’overall business strategy, with the ‘07premiers now working on their thirdvenue – a second club for the City ofGeelong.“Over half our membership base is notfrom Geelong, so capturing a state and

46 Club Management

Victoria Update


AFL clubs kicking big goals out west

COLLINGWOOD: 298 machinesRICHMOND: 157 machinesWESTERN BULLDOGS: 138 machinesCARLTON: 108 machinesESSENDON: 100 machinesGEELONG: 100 machines MELBOURNE: 92 machinesST KILDA: 83 machinesHAWTHORN: 75 machines

Club Poker MachineLadder 06-07:

national market is very important to us,”Stuart Fox said. “Point Cook is a greatgrowth corridor, is three quarters of theway to Melbourne – a place where wecan call back after home games inMelbourne.

“We’ll have a strong football presencein the community with football clinicsand players. It’s more than having avenue in town – it’s about having astrong presence as a club.”

The Tatts Pokies boss agrees that AFLclubs are moving away from gaming atthe grandstand and towards secondaryclubs, such as the NSW model.“All AFL clubs have had interest ingaming in the past, probably the

biggest difference you’reseeing is they’re realisingthat better facilities and anoverall hospitality offer gowith gaming, rather thanhaving it just in the bottomof the grandstand,” FrankMakryllos added.But, for some, thegaming/footballpartnership comes at asocial cost, with Fairfaxrecently reporting that“Victorian AFL clubsgouged more than $110

million from poker machine players lastfinancial year and are increasinglytargeting Melbourne’s most vulnerablecommunities”, with concernedcomments from Western metro GreensMP Colleen Hartland and MonashUniversity’s health science lecturer,Charles Livingstone. The groups behind West Waters andThe Brook are frustrated by thatnegative reaction and media coverage,citing jobs creation and unique problemgambling initiatives as proof of theircommitment to local communities.For West Waters, the proposedcommunity contribution has beendoubled to $155,000, with plans to

introduce a dedicated council employeewho will serve as a problem gamblingcounsellor.

“Melton Council was highly innovative,and it’s a first for the state for a councilto take direct responsibility,” RichardWhitehouse said. “The Gaucis alsohave a policy about implementationand training, which is more detailedthan you typically find in hotels andclubs.”

Tatts say that, with 30,000 gamingmachines in Victoria and almost100,000 in NSW, there isn’t three timesthe amount of noise about gamblingover the border.

The gaming giant attributes this to themeasured introduction of electronicgaming in NSW over several decades,compared to the “fast and furious”approach that occurred in Victoria in1992, which continues to fuelsensationalist reporting.

Everyone agrees: whether it’s hard luckor good luck, those kinds of stories sellpapers. Just like Geelong winning thePremiership after 44 long years –except, if they make it back-to-back in2008, this footy club will only have todrive 20km from the city to celebrate,at their new Point Cook premises.

Victoria Update


By HENRI LACH

The term “rural recession” is foreign to Murwillumbah. In fact,locals and traders of this community in the Tweed Valley 35kilometres from the Queensland border will tell you their townis experiencing boom times.The population has doubled in the last decade to more than20,000, fed by an industrial precinct on the northern side oftown, and development of several housing estates to thesouth west in the shadow of Mt Warning. The town’s annual Banana Festival and the Speed on Tweedevent draw big crowds of visitors from all parts of Australia.While property values have kept pace with the spiral in otherparts of the Tweed Shire, some bargains are still to be hadand there’s a steady influx of retirees to the area, as well asworkers to fill jobs in the burgeoning tourism and smallmanufacturing industries that have sprung up in recent years.The community’s economy experienced a hiccup in 2002when the new Pacific Highway bypassed the town to theeast. In fact, a number of tourist-based businesses closed upshop.It also impacted on the town’s major club, the Murwillumbah

Services Memorial Club, which depended on 50% of itsrevenue from the tourist trade. Internal problems and a lackof professional management contributed to its woes.Then, in June 2003, along came Guy Divan - 29 years old atthe time, and already with several years of top managementin the club industry behind him.While Murwillumbah re-invented itself to cope with its newisolation from the Pacific Highway, so Guy set about re-inventing the RSL club, as it’s popularly known.He had a mammoth task ahead of him. “The club was showing a loss of $360,000 for the previousfinancial year,” Guy recalls.In fact, President and Club Board Chairman Lindsay Howard-Smith admits that the club came very close to closing itsdoors.“I’ve been President for 12 years and I tried running the clubfor a few months, but I lacked any club managementexperience. We were lucky to get Guy when we did,” Lindsaysaid.That’s probably an understatement, if the record is anindication.In Guy’s first year as CEO, the club turned its loss around toa $160,000 profit.Each successive year since has shown a record profitAs membership grew and tourist traffic re-discoveredMurwillumbah it became obvious that major renovations andupgrade were needed.Paynter Dixon came to the party with a plan that had arelatively modest budget of just under $900,000.“They worked in very well with us, with our input. We’re verypleased with the result,” Guy said.The renovations, which were completed in August last year,include a totally revamped entrance and foyer, a new gamingarea to house the club’s 80 machines, new administrative

48 Club Management

Northern Exposure


Services Club rides crest ofMurwillumbah’s comeback wave

Murwillumbah Services Memorial ClubCEO Guy Divan is another of the newbreed of club executives who’veentered the industry on academiccredentials, rather than through theranks. He’s a product of the University ofWestern Sydney and holds a Bachelorof Commerce degree with majors ineconomics and finance. Guy went from university straight into aDuty Manager job at the Hurstville RSLMemorial Club, followed by a stint asAssistant Secretary Manager atPadstow RSL Club in 1997, andpromotion to Secretary Manager ofthat club in February, 1999. In 2002, with a baby on the way, heand wife Catherine decided that

Sydney was not where they wanted toraise their family and, when anopportunity presented itself inBrisbane, they made the move north. Guy served as Gaming OperationsManager at the Eastern Suburbs

Leagues Club in Brisbane, fromAugust 2002 until April 2003,overseeing the operations of the club’s203 gaming machines, along with theTAB and Keno. Catherine, a former school teacher,today is a stay-at-home mum withthree youngsters in her care. Lachlan,6, and Paige, 3, found they had a newplaymate early this year. Zac is nownearly three months old. The family has settled at Reedy Creek,just north of the border onQueensland’s Gold Coast, about anhour drive for Guy to work. Guy has committed to at least anotherfive years with the MurwillumbahServices Club. “The club has great potential. I want tobe there to realise that potential,” hesaid.

Guy tackling management career by degrees

Murwillumbah Services MemorialClub CEO Guy Diven.

Murwillumbah Services Memorial Club ... attracting more members.

offices, that compulsory smokers’ terrace, and newcarpeting and furniture throughout. The TAB facility wasrelocated to the area of the former nightclub - a not-desirable feature of the past era.It’s obviously all been worth it, because membership hasrisen by 15% since last August - and there’s more.“Stage Two will include another smokers’ area, a newcoffee shop and a new bar, probably at the cost of aboutanother $800,000 to $900,000,” Guy said.The efforts of Guy, his committee and staff have not goneunnoticed.The club earned some impressive awards in the past fewyears of Guy Divan’s tenure, including ClubsNSW “Awardfor Excellence” in 2007, and TAB “Top Ten Clubs Award”.In a matter of five years, Guy Divan has turned aroundwhat was an economic cot case into a vibrant andprofitable venue, despite some serious changes in theclub’s fundamental economics.“Income from visitors and tourists is now only 20% of ourtotal, instead of the 50% before the highway bypassedthe town,” he said.With six hotels and four licensed clubs within a radius of10km, the battle for the entertainment and hospitalitydollar is fierce.It’s a battle Guy’s club appears to be winning, particularlyin the food stakes. The contract bistro has an extremely competitive menu:300 gram rump steak with chips and salad or vegetablesfor $15.90 would be hard to find elsewhere.Guy Diven, the club boss, obviously has the respect andloyalty of both his committee and his staff.President Lindsay Howard-Smith has high regard forGuy’s administrative and managerial skills, while Guy’sstaff members obviously enjoy his style as an employer. “Since he’s been here it’s a pleasure to come to work,”said one long-time employee.

Northern Exposure


The outdoor area is in a pleasant setting.

A new, bright foyer and receptionist Anne Martain now greetmembers and guests.

Modern recruitment and staff retention isabout marketing. It’s about puttingtogether an attractive job package andselling it.Then, it’s about selling the benefits againto those who already work for you. When there are fewer buyers and moregoods (jobs) for sale, smart packaging isessential. This is your action plan for betterrecruitment and retention …

Always recruitingYou may not have an immediate startavailable, but who knows what willcome up next week. A friendly, enticingstaff page on your website is essential.Check the great “Team Page” on theTradies website www.tradies.com.au -applicants who have visited the websiteknow exactly what to expect.

Sell the benefitsMost advertisements ask for committed,hard-working, energetic, honest andcreative people ready to start tomorrow.In your dreams! What the best

applicants want is flexibility, good pay,modern equipment, educationalopportunities and to be part of a happyteam. These are the benefits you should

be selling before talking about your wishlist of personal qualities.

Build a great Employment Pageon your club websiteIt needs five key elements:1. An attractive list of benefits you offer,

appealing to the applicants beingtargeted.

2. General information about the type ofstaff you want e.g. energy,commitment etc. (on manyemployment pages, this is often theonly information given).

3. Filters to ensure you don't waste timewith unsuitable applicants (e.g. visas,type of experience, accountability).

4. Good photos that show 'people likeus' - communicating in a welcomingway about the business.

5. An easy way for applicants to contactyou – preferably a short online form.

Consider overseas recruitmentIt’s not as extreme as it sounds – thereare specialist companies that canmanage this for you. Smart GeneralManager Geoff Long at BelconnenSoccer Club is recruiting chefs fromoverseas with great success.

Use specialist recruiters for keypositionsIt may be specialist club websites, orprofessionals who will go and find thehead chef or manager you need. When

You’ve seen a dog chase its tail. It came to mind recently when talking to a frustrated clubmanager about recruitment. He’s distressed by the ineffectiveness of the advertisements the clubruns. No wonder … they still use the same empty “megaphone” announcements that make theclub sound desperate - not attractive. This month, Profitable Hospitality Managing Director KENBURGIN looks at an action plan for better recruitment and retention of staff in the Club Industry …

Andrew Izatt, Assistant Manager atCanberra’s Mawson Club, has beendriving a modern traineeship programto provide the club with the staff itneeds. It recognises that skills shortages inthe area are acute, and it’s only by‘growing their own’ that the club canensure it has staff with the requiredspecialised training. The Mawson Club recruits widelyfrom rural areas, and has just startedthe third annual program. The pay is above average, andassistance is also given to findaccommodation – handling the basicsreduces the chance of failure.The Traineeships begin in early Marchand combine on-the-job training withan accredited certificate in hospitalityoperations. Applicants go through aninterview process and parents areencouraged to attend the on-siteinterview. As well as the formal learning in theaccredited traineeship, staff work a

rotation of eight weeks in each area ofthe business, learning all facets of theclub operation. These include restaurant, gaming, allthree bars with their differing styles,the kitchen, cleaning andmaintenance, meet and greet andadministration. Outside the set curriculum additionaltraining is also given in speed pouringand flaring at the bar, barista training,public relations, wine appreciation,concierge skills, team and characterbuilding plus deportment andgrooming. It’s these ‘extras’ that lift thisprogramme well above the usualtraineeship. For example, the deportment andgrooming section recognises thatmany of the applicants haven’texperienced ‘big city living’ and aren’talways comfortable conversing withthe the club’s wide variety of members– not everyone wants to be called‘darling’ or ‘mate’!

Doing it differently at The Mawson Club

50 Club Management

Hospitality Update


Recruitment & Retention- better offers

it comes to senior positions, “Do-It-Yourself” can be a very expensivepractice if you insist on handling thewhole process yourself.

Recruit from outside ‘clubland’Smart managers and chefs from largehotels and restaurants bring energyand a useful outside perspective,especially as they’ve been tasked toalways make a profit. Don’t let themget bogged down in the club cultureyou want to change – manage themcarefully.

Rework the job offerHave you got the shape of the jobright? Twenty hours a week may be allthat’s wanted by a smart student, ayoung mother, or a chef who lovessurfing. Nights are wanted by someand not by others. Rostering softwarecan make this tedious job much easier,and is affordable. Get the work hoursright, and why would anyone want toleave?

Take a cold, hard look at the pay,benefits and culture you offerAre you offering high pay and a lousyculture, or low pay and a greatculture? The first option is expensive,and the second option is cheaper butneeds more work. If both are sub-standard, you’re in trouble. Canberra’sMawson Club found that by payingabove requirements for their trainees,

they attracted much better applicants.

Impress young staffThink outside the square, and promoteyour social responsibility. No, not thewar widow’s benefit lunch. Schooleducation is now heavily focused onenvironmental issues, so talk about theclub’s environmental policies on yourwebsite. You’ve been recycling cans,boxes and oil for years, and cuttinggas and electricity and water usage –spread the word! Even knowing aboutthe worm farm makes a difference toyoung people, who are aware of theenvironment they will inherit.

Find new ways to use technologyNinety-nine percent of your staff usinga mobile constantly? It’s the modernway to communicate. It may beannoying to receive a message: “I’ll be10 minutes late – sorry” from a tardywaitress, but that’s just how it is. If youcan’t beat ‘em, join ‘em ... use SMStechnology to update roster and shiftinformation, advise about staff eventsand confirm extra work availability.Staff-only intranet pages are becomingmore common.

Build your connection with localschoolsHospitality is huge in secondaryschools. Make friends with the careerscounselor and hospitality teachers -they are keen to meet local business

operators with genuine opportunities.Once they know you are honest andfair, they can often give you the “insiderunning” on the best students. Yourchefs are a key part of this strategy,hosting trainees and visiting schools.

Rural clubs have plenty to offer,so play up the positivesEasy living, affordable accommodation,family atmosphere and good sportingfacilities. What else does your townoffer? Work with your local council onthe best way to promote your offer,and add it to the website’semployment page. Yes, distance is afactor for some, so you need to showeven more benefits compared to thecity lights.

Hospitality Update


This practical one-day workshopwill show you dozens of ways toimprove your recruitment and staffretention. Whether you’re a big or small club,everyone has to be morecompetitive – this workshop willshow you how. Held at the CMAA’s training facilityat Auburn on April 28 andBroncos Leagues Club inBrisbane on July 15.Contact the CMAA 02 – 96432300 for inquiries.

Staff Recruitment andRetention Summit for Clubsattract better people

Aristocrat Leisure Limited hasannounced the group’s results for theyear ended December 31, 2007.Aristocrat’s Chief Executive Officerand Managing Director Paul Oneilesaid 2007 was a particularly challengingyear for the industry. “I am disappointed with the modestgrowth, however our resultdemonstrates the underlying strengthand sustainability of our business insome of the most adverse operatingconditions many in the gaming industrycan recall,” Mr Oneile said. Key points on the overall result:➣ Net profit after tax and minorities of

$247.2 million, a 3.4% improvementon the $239.0 million profit for 2006,reflecting difficult overall market andregulatory conditions across theGroup’s three largest regions -Australia, North America and Japan.This result was marginally ahead ofpreviously provided market guidance.

➣ Maintained 40% share of video salesin North America.

➣ A $5.9 million profit from theJapanese business, representing an$11.5 million improvement on theprior year.

➣ Strong underlying operating revenueand profit growth from businesses inemerging markets - Asia-Pacific,Europe, South America and SouthAfrica – as the group’s presence inthese markets increased.

➣ The impact of the strong Australiandollar reduced reported earnings by$18.4 million (7%). At like-for-likeexchange rates, earnings per shareincreased 11.4%.

➣ Ongoing investment in research anddevelopment, with a $9 million (9.5%)increase in expenditure to $104.2million - spread across games,systems, server-based gaminginitiatives and the Group’s newViridian cabinet and Gen 7 platform.

➣ Strong operating cash flow (up 8.5%)and conservative debt coverageratios.

➣ Dividends declared in respect of the2007 year, amount to 49cents pershare, a 36.1% increase over theprior year.

Mr Oneile said that while these marketconditions impacted trading inAristocrat’s core businesses, he waspleased with results in emergingmarkets where Aristocrat has captured

a significant share of new opportunities.“We remain focused on our future anddespite the market challenges of lastyear, we have increased our investmentin research and development with spendrising 9.5%, all of which we fullyexpense against profit,” he said.“The growth in key markets, which wehad been expecting in 2007, now looksmore likely to emerge over the next 12months, given the positive signs we arestarting to see in our key internationalmarkets. “These signs include the recentapprovals in California and Florida,which will significantly grow overallmarket demand in North America andimproving sentiment in Japan evidencedby our strong sales over the last fewmonths. “I am confident that we are well placedto capture a large share of theanticipated expansion of global gamingmarkets over the coming years.”

Operating sector key points:➣ Australian revenue increased 1.4%,

while profits remained flat.Improvements in pricing were offsetby mix and lower volumes of platformsales reflecting the dynamics of amarket where operator expenditurehas been largely directed towardsdealing with the impacts of smokinglegislation.

➣ North American revenue declined4.8% and profit fell 9.9% whenmeasured in local currency terms.This result reflects a reduction inoverall volumes partially offset byimproved pricing. The replacementcycle remained subdued with limitedmarket expansion opportunities andoverall market sales skewed towardsstepper (mechanical reel) versusvideo products.

➣ Japanese revenue improved by $40.8

million, with a total of 29,843 unitssold, a significant improvement on2006. Since the full transition toRegulation 5 in the final quarter of theyear, there appears to have been apositive change in operatorsentiment, with selling pricesstabilising and a heightened operatorinterest in the Group’s products.

➣ Strong growth was reported frombusinesses in emerging markets, withunderlying profitability in Asia-Pacific(up 107%), Europe (up 174%), SouthAmerica (up 39%) and South Africa(up 49%), reflecting the group’sgrowing presence in these regions.

Aristocrat will pay a final 2007 dividendof 25cents per share, fully franked onMarch 31, 2008. The DividendReinvestment Plan (DRP) will apply inrespect of this dividend with sharesacquired on-market to satisfy thoseshares to be provided under the plan.No discount will apply in determining theDRP issue price.Total dividends declared in respect ofthe 2007 year amount to 49cents pershare, with average franking of 79.6%.This represents a 36.1% increase on thetotal dividend payout of 36cents in2006. Excluding the supplementarydividend, the payout ratio is 73.6%.Regulatory and market developmentsover the past four to five months haveprovided positive business momentumfor 2008 and the Group anticipates:➣ a return to growth in the U.S. with

increased visibility of new jurisdictionsand market expansions.

➣ further improvement in Japan,building on the encouraging earlysigns from the Group’s most recentRegulation 5 game releases.

➣ a progressive pick-up in thereplacement cycle in Australia drivenby the introduction of the new Viridiancabinet and Gen7 platform.

➣ a continuation of the strong results inemerging markets.

The 2008 result will be influenced by arange of key factors, including theultimate size of the North Americanvideo market, a continuation of positivesentiment in Japan and the successfulglobal rollout of Viridian Gen7, in additionto the level of foreign exchange rates.The phasing of 2008 earnings isexpected to be weighted towards thesecond half.Aristocrat’s business fundamentals ofimproved pricing, cost leverage andstrong cash flows remain intact.The catalysts for growth in the gamingindustry are in place and Aristocratcontinues to see strong growth potentialas markets open up and newtechnologies are introduced.

Market Forces


Aristocrat shows modestgrowth in 2007 results

Paul Oneile

54 Club Management

CMAA Diary Dates 2008 Zone Meetings & Industry Functions


Day Date Meeting Venue Zone

APRILWednesday 02/04/2008 10:00 Gosford RSL Club Central Coast Zone Meeting

Friday 04/04/2008 11:00 Horton Park Golf Club Sunshine Coast Zone Golf Day

Monday 07/04/2008 11:00 Port Macquarie Golf Club Great Lakes Zone Meeting / Charity Golf Day

Friday 18/04/2008 07:00 Long Reef Golf Club Manly Northern Suburbs Zone Golf Day

Friday 18/04/2008 11:00 Shellharbour Workers Club Illawarra Shoalhaven Zone Meeting

Thursday 24/04/2008 09:30 Auburn CMAA Executive Meeting

MAYTuesday 06/05/2008 10:30 Woolgoolga RSL Club Mid North Coast Zone Meeting

Tuesday - Wed 12 - 13/05/2008 The Royce Hotel, Melbourne Victoria Zone AGM, Cockail Party Conference

Tuesday 13 - 15/5/2008 Crowne Plaza, Terrigal Leagues Club Association Gaming Conference

Wednesday 14/05/2008 09:30 Lightning Ridge Bowling Club North West State Zone Meeting

Wednesday 14/05/2008 09:30 Ipswich Brothers Leagues Club Combined Brisbane / Gold Coast Zone Meeting

Thursday 15/05/2008 09:30 Tuross Head Country Club Far South Coast Zone Meeting

Saturday 17/05/2008 14:00 Gilgandra Services Club Mid State Zone Study Tour

Thursday 20/05/2008 07:30 Fox Hills Golf Club Nepean Zone Annual Golf Day

Thursday 20/05/2008 09:30 Nambour RSL Club Sunshine Coast Zone Meeting

Thursday 24/04/2008 10:00 Canberra Southern Cross Club ACT Zone Meeting

Tuesday 27/05/2008 07:00 The Coast Golf Club Peter Cameron Golf Day


JUNETuesday 03/06/2008 09:00 St George Motor Boat Club St George / Cronulla Sutherland Zone Meeting

Tuesday 03 - 05/06/2008 Hong Kong & Macau Asian Gaming Expo www.asiangamingexpo.com

Wednesday 04/06/2008 10:00 Woy Woy Leagues Club Central Coast Zone Meeting

Friday 06/06/2008 10:00 Bankstown Sports Club Inner West Zone Meeting

Wednesday 11/06/2008 09:30 Casino RSM Club Far North Coast Zone Meeting

Thursday 19/06/2008 09:30 Cabramatta Leagues Club Nepean Zone Meeting

Wednesday 25/06/2008 11:00 The Adamstown Club Hunter Zone Meeting


JULYTuesday 01/07/2008 14:00 Jupiters Gold Coast CMAA Federal Executive / Federal Council Meeting

Wednesday 02/07/2008 16:00 Jupiters Gold Coast CMAA General Meeting

Wednesday - Friday 02 - 04/07/2008 09:00 Jupiters Gold Coast CMAA Mid-Year Conference

Saturday 05/07/2008 11:00 Gold Coast Turf Club Brisbane Gold Coast Zone Charity Race Day

Tuesday 08/07/2008 09:30 Bondi Junction RSL Club City Eastern Suburbs Zone Meeting

Tuesday 15/07/2008 10:00 Rich River Golf Club Riverina Murray Zone Meeting

Wednesday 16/07/2008 11:00 Club Forster Great Lakes Zone Meeting

Monday 21 - 23/07/2008 09:00 Twin Towns, Coolangatta RSL & Services Clubs Association National Conference

Thursday 24/07/2008 09:30 Ryde Eastwood Leagues Club Manly Northern Suburbs Zone Meeting

Friday 25/07/2008 11:00 Bomaderry Bowling Club Illawarra Shoalhaven Zone Meeting


AUGUSTMonday 04/08/2008 07:30 The Grange Golf Club Illawarra Shoalhaven Zone Charity Golf Day

Tuesday 05/08/2008 09:30 Bribie Island RSL Club Sunshine Coast Zone Meeting

Tuesday 12/08/2008 10:30 Urunga Golf Club Mid North Coast Zone Meeting

Wednesday 13/08/2008 09:30 Armidale Services Club North West State Zone Meeting

Wednesday 13/08/2008 10:00 2 Day Conference Central Coast Zone Meeting

Thursday 14/08/2008 09:30 Tomakin Sports & Social Club Far South Coast Zone Meeting

Friday 15/08/2008 10:00 Victoria Zone Meeting

Wednesday 20/08/2008 11:00 Newcastle Leagues Club Hunter Zone Meeting

Sunday - Tuesday 24 - 26/08/2008 09:30 Darling Harbour Sydney AGE 2008 www.austgamingexpo.com


SEPTEMBERTuesday 02/09/2008 09:00 Engadine Bowling Club St George Cronulla Sutherland Zone Meeting

Wednesday 03/09/2008 09:30 Wynnum Leagues Club Brisbane & Gold Coast Zones Combined Meeting

Friday 05/09/2008 10:00 Sydney Rowers Club Inner West Zone Meeting

Tuesday 09/09/2008 09:30 Bondi Icebergs City Eastern Suburbs Zone Meeting

Thursday 18/09/2008 11:00 St Marys Leagues Club Nepean Zone Meeting

Tuesday 23/09/2008 07:30 Kogarah Golf Club Neville Worton Golf Day


Market Forces


Community First helps club grow withbanking alternativeDespite the “doom and gloom” surrounding the seemingly

continuous round of interest rate rises and the sub-primeproperty market fallout in the United States, there are somegreat opportunities available for clubs seeking a goodreturn on deposits. Community First Credit Union, a CMAA sponsor partnerorganisation, is offering impressive returns on “at-call” andterm deposit cash.Community First’s FirstBiz Account has one of Australia’sbest “at-call” deposit rates and operating a FirstBizAccount is easy - and fee-free. Business Relationship Manager Victor Le Febvre, wholooks after Club Industry clients, said clubs could maintainan existing bank relationship and simply transfer sparecash online, which means the cash works harder, until it’sneeded. “Alternately, Community First can offer competitive fixed-term deposits and is happy to negotiate rates in excess ofthe Bank Bill Swap Rate (BBSW),” Victor said. Community First Credit Union is the largest community-based credit union operating across the Sydney andCentral Coast region. Community First is financially soundand a well-managed financial institution, operating since1959 with the goal of being an integral part of thecommunities where members live and work. Community First consistently outperforms banks incustomer satisfaction surveys and rewards member loyaltywith a lower and fairer fee structure.Along with banks, Community First is an AuthorisedDeposit-Taking Institutions (ADI), subject to the sameregulatory standards under the Banking Act 1959 andoverview by the Australian Prudential Regulation Authority(APRA). Other lenders in the market – non-ADI lenders -are not subject to prudential standards. Victor said Community First sources the bulk of itsfunding from retained earningsand member deposits - not fromwholesale and overseas sources,as is the practice of non-prudentially regulated lenders. “In fact, as a mutual, CommunityFirst sources more money frommember deposits than thebanks, so argues it is even lessexposed than banks,” he added. “Community First doesn’t have toachieve large profits to payshareholders ... many of whomoften don’t even use theorganisation they invest in ... whileCommunity First exists to benefitmembers.“All profits go back into thebusiness to benefit people whoaccess the services throughsuperior service standards, anextensive range of fully featuredproducts, lower fees andcompetitive interest rates.” Lastfinancial year, more than $2.8million went back to membersthrough better rates and fairer fees.

Community First offers a vast range of services to helpclubs grow - competitive short-term and long-term lendingvia fixed and variable facilities, full transactional banking,overdraft and offset facilities, along with preferentialbusiness term deposit rates with the ability to negotiaterates above the Bank Bill Swap Rate (BBSW). Community First also offers one of Australia’s best “at-call”deposit rates, allowing clubs to save money without having tomove a formal banking relationship.There is also direct access to a Community First BusinessRelationship Manager and Mobile Lending Team, who will callat a convenient time and place.Victor said Community First’s goal is to help clubs achievetheir financial goals by building relationships for mutualbenefit. “Unlike other financial institutions, Community First wantsclubs to pay off debts and save you money to create abrighter financial future for club members,” he said.“Community First plans to continue as an integral part ofthe communities that members live and work in through itscommitment to the Club Industry as sponsors of the CMAA,ClubsNSW and Western Sydney Academy of Sport.”For banking or account inquiries, contact Community FirstBusiness Relationship Manager Victor Le Febvre, whohas more than 25 years experience in the financial servicesindustry in a variety of roles, including businessdevelopment, sales management and lending. Contact Victor on 02 - 9735 1604 (office), 0419 211 028(mobile), or [email protected] about Community First’s obligation-free health checkand find out how we can make club funds work harder.

Community First Credit Union’s Business Relationship Manager Victor Le Febvre helps club growwith banking alternatives.

56 Club Management www.cmaa.asn.au April 2008

COURSES APRIL MAY

Provide Responsible Service of Alcohol (THHBFB09B) (LAB approved) ACCM Unit - 1 Day M 7 (Citty Tatts) W 16(Mounties)

M 5 (Sutherland Tradies)W 7 Wests Ashfield

W 14 (Mounties)

Provide Responsible Gambling Services (THHADG03B) (LAB approved) ACCM Unit - 1 Day T 8 (City Tatts) Th 17(Mounties)

T 6 (Sutherland Tradies)Th 8 Wests Ashfield

Th 15 (Mounties)

Supervisor Boot Camp - 5 x 4 hour sessions (12:30pm – 4:30pm) + 1 x 7 hour session (9:30am – 4:30pm) For potential & existingteam leaders & supervisors. Includes: Identifying the responsibilities & characteristics of an effective supervisor, personal values & style,time mgmt skills, communication & motivational techniques, delegation & problem solving, supervising service excellence,THHGLE01B Monitor Work Operations & Train the Trainer (THHGTR01B Coach Others in Job Skills)

M 5, M 12, M 19 & M 26

Continues June

Train the Trainer - 1 Day (THHGTR01B Coach Others In Work Skills) Ideal for supervisors & managers who are responsible for on-the-job training of other staff members. Deals with planning & preparing for coaching sessions, conducting sessions in the workplace andfollowing up to monitor participant progress.

T 20

Deal with Conflict Situations THHGCS03B - 2 Days For anyone who has to lead teams, resolve conflict with staff, customers and theirpeers.

W 14 & Th 15

Plan & Establish Systems & Procedures THHGGA08B - 1 Day This unit enables participants to identify, plan, develop, establish andreview workplace systems and procedures assisting in operational requirements for their club.

T 13

Food & Beverage Management Development Program - 2 x3 Day Sessions For Supervisors & Managers who want to learn aboutF&B Mgt, Cost & Stock Control, Menu Design, Preparing Tenders, F&B Reporting, Managing Food Safety, Managing Wine & EspressoCoffee Service, Combating F&B Fraud, Managing Poor Customer Service and more.

T 13, W 14 & Th 15Continues June

Analyse & Report on Gaming Machine Data THHADGO1B ACCM Unit - 2 Days (Prerequisite for Gaming Management DevelopmentProgram THHADG02A) Deals with the collection, analysis, reporting of EGM data per statutory requirements & variances through cashflow analysis.

M 21 & T 22

Financial Management ACCM Units - 5 Days (Prepare and Monitor Budgets THHGLE14B & Manage Financial Operations THHGLE15B)* Financial Fundamentals is the prerequisite for this program.

M 7 & T 8 M 5, T 6 & W 7

Recruit and Select Staff THHGLE07B -ACCM Unit - 2 Days This unit deals with the skills and knowledge required to recruit and selectstaff within the framework of overall human resource plans.

W 21 & Th 22

COURSES APRIL MAY

Provide Responsible Service of Alcohol (THHBFB09B) (LAB approved) ACCM Unit - 1 Day Tweed M 7

Provide Responsible Gambling Services (THHADG03B) (LAB approved) ACCM Unit - 1 Day Tweed T 8

Train the Trainer - 1 Day (THHGTR01B Coach Others In Work Skills) Ideal for supervisors & managers who are responsible for on-the-job training of other staff members. Deals with planning & preparing for coaching sessions, conducting sessions in the workplace andfollowing up to monitor participant progress.

Melbourne M 19

Deal with Conflict Situations THHGCS03B - 2 Days For anyone who has to lead teams, resolve conflict with staff, customers and theirpeers.

Moruya M 7 & T8

Plan & Establish Systems & Procedures THHGGA08B - 1 Day This unit enables participants to identify, plan, develop, establish andreview workplace systems and procedures assisting in operational requirements for their club.

Currumbin T 15

Duty Management Development Program - 2 x 3 Day Sessions Content includes: HR Fundamentals, Cost Control, Leadership,Compliance/Risk Management. Participants receive a self paced Computer Skills CD-ROM and a comprehensive Effective BusinessWriting workbook. This program targets Duty Managers and Senior Supervisors.

ACTM 14, T 15 & W 16

ACT M 12, T 13 &W 14Kedron, QLD M 26, T 27& W 28 Continues June

Analyse & Report on Gaming Machine Data THHADGO1B ACCM Unit - 2 Days (Prerequisite for Gaming Management DevelopmentProgram THHADG02A) Deals with the collection, analysis, reporting of EGM data per statutory requirements & variances through cashflow analysis.

DubboM 19 & T 20

Marketing Fundamentals - 1 Day (Prerequisite for Develop & Manage Marketing Strategies THHGLE12B) Moruya M 28 & T 29 Laurieton M 26 & T 27

Roster Staff THHGLE05B -ACCM Unit - 1 Day Assists Managers in creating cost efficient base rosters that utilise the flexibility theaward provides. Ideal for all managers.

ACT T 15 Kedron, QLD T 27

Monitor Staff Performance THHGLE06B ACCM Unit - 2 Days Deals with the skills and knowledge required to monitor staffperformance, includes skills in performance appraisal and counselling.

MaroochydoreW 16 & Th 17

SingletonM 19 & T 20

Recruit and Select Staff THHGLE07B -ACCM Unit - 2 Days This unit deals with the skills and knowledge required to recruit and selectstaff within the framework of overall human resource plans.

Coffs Harbour T 22 & W 23

Manage Quality Customer Service THHGLE11B ACCM Unit – 1 Day Deals with the skills and knowledge required to manage customerservice quality in the workplace, focusing on the need to develop pro-active approaches to service quality issues.

ACTW 16

CMDA Training Program

Courses featuring a code prefixed by either BSB or THH are nationally recognised & accredited training units. Upon successful completion of assessment requirements, participants will be issued witha Statement of Attainment and/or a Qualification. For further information contact Estelle McDonald-Birch at the CMDA, either; Phone: (02) 9643 2300 or Fax: (02) 9643 2400.

April-May 2008 For full content details of each of the programs contact the CMDA or refer to the 2007 calendar on our website.

Phone: (02) 9643 2300 www.cmaa.asn.au Email: [email protected]

Regional Training

iSecurity wasestablished in2000 to meetthe ever-growingdemands for installations andmaintenance of CCTV, Access Control,Intercom and Intruder Alarms solutions. Although the “new kids on the block”among Club Industry providers,iSecurity began servicing the industry -among many other facilities - in 2005and, since then, has developed greatworking relationships with some of thelarger and smaller clubs.iSecurity is steadily growing its staffingand further developing its businessmanagement to provide the servicerequired to exceed customerexpectation. It’s a company of two young ManagingDirectors, a Business Development /Sales Manager and Head Technicianleading a team of seven on-road servicetechnicians servicing the Sydney andouter Sydney areas.iSecurity’s Business DevelopmentManager recently joined the companyafter 24 years in the club industry, adecade in senior management.

iSecurity has agoodunderstandingof the difficultiesclubs face with

smoking laws and poker machine taxesaffecting the industry.

Clubs can no longer afford to spend bigdollars on security systems for venues,even though these systems areessential for OH&S and crimeprevention.

iSecurity offers high-quality service andits products and latest technology in allequipment - at prices clubs can afford.

Expert technicians from opposingcompanies have commented thatiSecurity’s Live View DVR is the bestthey have seen in the industry andaffordable.

iSecurity is committed to providingquality service and keeping prices lowwith a focus on continuous growth inthe Club Industry, rather than chargingbig money for service and equipment toclubs feeling the pinch.

Contact iSecurity at the head office inLeichhardt, on 1300 888 301 orwww.isecurity.com.au

MEI, a leading supplier of noteacceptors used in the world-widecasino gaming, vending, retail, andtransportation industries hasannounced that, after an extensiveevaluation period, AristocratTechnologies has chosen MEI“CASHFLOW” as its preferred notevalidator, beginning with the new“Viridian” cabinet. Aristocrat’s Global General ManagerMarketing Roxanne Costello said thecompany was looking for the most-innovative note validator in the gamingindustry. “Since MEI CASHFLOW has provenits superior performance throughoutthe world, and Aristocrat’s new Viridianplatform has been designed toperform utilising the finest technologyavailable, we felt this was the perfectmatch,” Roxanne said.MEI CASHFLOW sets the standard forperformance, reliability and security forbanknote acceptors worldwide with an

industry-leading design and utilises anadvanced digital processingtechnology that enables fast andreliable note handling with superioracceptance rates. MEI Regional Director Asia Pacific,Graeme Lewis, said gaming operatorswould appreciate the benefitsCASHFLOW brings, with secure andreliable banknote acceptance in auser-friendly design.

MEI gaming technologies are installedin 62 countries and the Aristocratpartnership will increase MEI’sinstalled presence domestically andinternationally.

For more information on MEI and itsproducts, visit www.meigroup.comand for more information aboutAristocrat’s products and new“Viridian” cabinet, visitwww.aristocratgaming.com

iSecurity sets impressive pace

Market Forces


MEI CASHFLOW for Viridian range


CMAA Register

ACTPaul LanderCanberra Southern Cross ClubP: (02) 6283 7200F: (02) 6283 1553

NSWCITY/EASTERN SUBURBS Graeme TonksPaddington-Woollahra RSL ClubP: (02) 9331 1203F: (02) 9332 3973

MANLY/NORTHERN SUBURBS:Luke SimmonsNorth Sydney Leagues ClubP: (02) 9202 8888F: (02) 9955 7619

INNER WESTERN SUBURBS:Michelle DenningtonWestern Suburbs Leagues ClubP: (02) 8752 2067F: (02) 9799 3696

ST GEORGE/CRONULLA:Shawn MorrisGeorges River 16ft Sailing ClubP: (02) 9529-3000F: (02) 9529-7217

NEPEAN:Joseph Bayssari, ACCMSeven Hills RSL ClubP: (02) 9622 2800F: (02) 9621 8121

CENTRAL COASTDena HynesMingara Recreation ClubP: (02) 4349 7799F: (02) 4349 7800

HUNTER:Ben Hamilton, ACCMCardiff RSL Memorial ClubP: (02) 4945 0766F: (02) 4956 6627

THE GREAT LAKES:Christine ShannonForster Bowling ClubP: (02) 6554 6155F: (02) 6555 6526

MID NORTH COAST:Glenn Buckley, ACCMWoolgoolga R.S.S. & A. ClubP: (02) 6654 1234F: (02) 6654 0156

FAR NORTH COASTPhillip Mallon, ACCMCabarita Beach Sports ClubP: (02) 6676 1135F: (02) 6676 1245

ILLAWARRA ZONE:Matthew O’HaraOak Flats Bowling & Rec ClubP: (02) 4256 1400F: (02) 4257 1050

FAR SOUTH COASTMichael O’Sullivan, ACCMMilton Ulladulla Bowling ClubP: (02) 4455 1555F: (02) 4454 0539

RIVERINA/MURRAY:Paul Barnes, ACCMMoama Bowling ClubP: (03) 5480 9777F: (03) 5480 9888

SOUTHERN RIVERINA:Craig MuirCoomealla Memorial ClubP: (03) 5027 4505F: (03) 5027 4350

NORTH WESTERN:Sharon Goodhew ACCMNarrabri RSL ClubP: (02) 6792 1844F: (02) 6792 1696

MID STATE:Geoffrey HollandDubbo RSL ClubP: (02) 6882 4411F: (02) 6881 8062

VICTORIAJim SmithEchuca Workers & Services ClubP: (03) 5482 3140F: (03) 5482 5800

QUEENSLANDBRISBANEJason Lynch ACCMArana Leagues ClubPh: (07) 3354 1333F: (07) 3355 1264

IPSWICH/DARLING DOWNS:Paul PhillipsGoondiwindi RSL ClubP: (07) 4671 1269F: (07) 4671 3330

SUNSHINE COAST:Tony Costain, ACCMCaloundra RSL ClubP: (07) 5491 1544F: (07) 5491 7101

GOLD COAST:Bryan JonesCoolangatta Surf Life Supp ClubP: (07) 5536 4648F: (07) 5536 1322

QUEENSLAND SUB ZONESBUNDABERGMichael HughesRSL (Qld.Branch) Maryborough Sub-Branch IncP: (07) 4122 2321F: (07) 4121 2571

ROCKHAMPTON/GLADSTONEWill Schroeder ACCMYaralla Sports ClubP: (07) 4972 2244F: (07) 4972 6355

DIVISION AMARIO MACHADO, ACCMAssistant CEO Hornsby RSL Club 4 High Street HORNSBY. NSW 2077P: (02) 9477 7777F: (02) 9476 2637e: [email protected]

DIVISION BIAN TODD, ACCMGeneral ManagerKingsgrove RSL ClubP.O. Box 57 KINGSGROVE. NSW 2208P: (02) 9150 6822F: (02) 9150 8466e: [email protected]

DIVISION CMICHAEL WIEZELSecretary ManagerSt Marys RSLMamre Road ST MARYS. NSW 2760P: (02) 9623 6555F: (02) 9623 5689e: [email protected]

DIVISION DSTEPHEN BYFIELD, ACCMChief Executive OfficerDiggers @ The EntranceP.O. Box 124 THE ENTRANCE 2261P: (02) 4384 8843F: (02) 4332 5717e: [email protected]

DIVISION EGORDON RHODES, ACCMChief Executive OfficerSouth Tweed Sports Club 4 Minjungbal Drive TWEED HEADS SOUTH. NSW 2486 P: (07) 5524 3655F: (07) 5524 4523 e: [email protected]

DIVISION FDAVID HISCOX, ACCMOperations ManagerDapto Leagues Club LtdP.O. Box 15 DAPTO NSW 2530P: (02) 4261 1333F: (02) 4261 8853 e: [email protected]

DIVISION GSTEPHEN CONDRENe: [email protected]

DIVISION HGRANT DUFFY, ACCMSecretary ManagerNumurkah Golf & Bowls ClubP.O. Box 190 NUMURKAH. VIC 3636P: (03) 5862 3445F: (03) 5862 1264e: [email protected]

CMAA Zone Education Officers CMAA Federal Councillors

The CMAA is pleased to announce thatwill partner with the Customer Instituteof Australia (CSIA) in an initiative that willallow eligible participants to receive freefully-funded customer service training -and be paid to do the training. The CSIA is an accredited registeredtraining organisation which offers anationally recognised qualification:Certificate IV in Certified CustomerService Manager (Level 1) and hassecured government funding for eligibleparticipants.Simply, the qualification will be offered ina two-day, face-to-face format withtake-home assignment work, whichwould normally take a person from twoto three months of self-paced work tocomplete.For those who are not eligible forfunding, the course cost is $2,500 plusGST. To be eligible for funding - undertakethe course at no cost and receive apayment for participating - a personwould need to satisfy the followingcriteria … To be considered eligible as a NewEmployee: ➣ at the time the person starts the

course, the employee has beenemployed with an organisation lessthan three months full-time or lessthan 12 months part-time or casual

➣ is an Australian citizen, New Zealandpassport holder or permanentresident

➣ is not currently undertaking any otherform of study in the Business TrainingPackage

➣ has not received more than oneother Commencement Payment

➣ has not completed higher than aCertificate II qualification. Candidatesstill may be eligible if he/she

completed a Certificate III or IV morethan seven years ago. (please note:qualifications completed in the twoyears immediately after finishing highschool do not affect eligibility)

➣ a candidate still may be consideredeligible if the qualification previouslyawarded is in an unrelated discipline.The ACC will ascertain the relevanceof an existing qualification andprovide guidance during the interview

To be considered eligible as an ExistingEmployee: ➣ at the time the person starts the

course, the employee has beenemployed with an organisation lessthan three months full-time or lessthan 12 months part-time or casual

➣ is an Australian citizen, New Zealandpassport holder or permanentresident

➣ is not currently undertaking any otherform of study in the Business TrainingPackage

➣ has not received more than oneother Commencement Payment

➣ has not completed higher than aCertificate II qualification. Candidatesstill may be eligible if he/shecompleted a Certificate III or IV morethan seven years ago. (please note:qualifications completed in the twoyears immediately after finishing highschool do not affect eligibility)

➣ a candidate still may be consideredeligible if the qualification previouslyawarded is in an unrelated discipline.The ACC will ascertain the relevanceof an existing qualification andprovide guidance during the interview

Those people eligible under the criteria,can apply for a commencementpayment of $1,500 paid to theemployer three months after theenrolment application is made and thecourse commenced. CMAA Education Manager Ralph Kobersaid the CMAA was hopeful that, whilenot all potential participants will beeligible under the funding criteria, clubscan offset the course cost for non-eligible participants by using the $1,500,reducing the cost to near zero (if two ormore funded participants undertake thecourse).“In these financially tough andchallenging times, this initiative providesclubs with the opportunity to offertraining in Customer Service to theirteam leaders, supervisors andmanagers at little or no cost and receivea healthy payment to boot,” Ralphadded.For more information, contact RalphKober (02) 9643 2300 [email protected]

CMDA Update


Industry’s premier Duty Manager Program datesCMAA Members and managers are advised that the DutyManager Development Program, the industry’s premierdevelopment program for supervisors moving intomanagement and existing duty managers is scheduled inmany areas outside Sydney in the upcoming months. The program continues to help key staff and their clubsbecome better prepared in meeting the challenges ofresponsibility and the leadership of others. Generous discounts apply for non-managerial staff throughthe CMDA Affiliate program. For more information on theDuty Manager Development Program, or other CMDAeducation and professional development courses, contactBrad Jones - (02) 9643 2300 or at [email protected]

> Brisbane – Kedron Wavell RSL Club, May 26-28 & June23-25> Auburn, June 23-25 & July 21-23> Illawarra – Dapto Leagues Club, June 2-4 & July 8-10> Tamworth – West Tamworth Leagues Club, August 4-6& September 8-10> Albury – SS&A Club, September 30-October 2 &November 10-12> Coffs Harbour – Coffs Ex-Services Club, September 8-10 & October 13-15> Auburn – Foster’s Duty Managers Program, (sponsoredby Foster’s Australia) October 20-22 & November 17-19

CMAA partners CSIA in funded Customer Service Training

Ralph Kober

Mid Year Conference 2008


With the CMAA’s annual DarlingHarbour Conference and Expo barelydisappearing over the horizon, it’s timefor club managers and directors tomake some important decisions.The CMAA’s second major conferencefor 2008, the Mid Year ExecutiveLeadership Conference at Conrad

Jupiters on Queensland’sGold Coast and theGlobal Gaming ExpoAsia - G2E Asia – at TheVenetian in Macau arejust a few months away.CCM Travel, the CMAA’s preferredtravel provider, has prepared travel andconference accommodation packagesfor both events and both packages withbooking details are available at theCCM Travel website –www.ccmtravel.com.auThe Jupiters Conference runs fromWednesday, July 2, to Friday, July 4,and includes several major social andnetworking events, including the Stateof Origin Party at the casino, charity golfday at Robina Woods on Friday, July 4,and charity race day at the Gold CoastTurf Club on Saturday, July 5.Brisbane and Gold Coast Zones will

combine forces to hostboth the golf day andrace day, whichattracted more than 500guests last year.

CCM Travel’s Asian Gaming Study Tour– May 30 to June 7 - departs Sydneyon Friday, May 30, arriving in HongKong with direct transfers to Kowloonand three nights at the Langham PlaceHotel. On Monday, June 2, the tourgroup transfers, via turbojet, to Macauand four nights at the Venetian Resortand Casino for the G2E AsiaConference with welcome hosted byAristocrat, the CMAA’s ConferenceSponsor. For more information on both tours,contact Catherine Mancuso or JodieTipping at CCM Travel on 02 - 94395100, [email protected] [email protected] or go the thewebsite www.ccmtravel.com.au

It’s time to decide on conference options

Sunblest has been involved in the Club Industry for over 20 years. We specialize in servicing theHospitality Industries especially in Clubs.

At Sunblest, we specialize in this area of cleaning; we deliver high standards, which are veryessential to the hospitality industry.

Our aim is to provide an exemplary cleaning service and we have a genuine commitment tocustomer service. We offer competitive prices with no compromise on performance.

For obligation free quotes, please contact Sam Koura (Principal) on 0418 240 850 orour office on 02 9417 8118 or E-mail your request to admin@sunblest .com.au

129 Victoria Avenue, Chatswood NSW 2068

SAI Global conducts a Quality Assurance Audit every six months to ensure Sunblest CleaningServices maintain a high level of cleaning standards.

Building an excellent service culturein your business is important formany reasons, however the mostimportant stems from the need tocreate more efficient and effectiveorganisations. Competition in the industry has neverbeen greater and most people definethe competition as a battle for dollarswhen the true battle is for customers. The business with the most loyal andsatisfied customers wins.Create an excellent service cultureand the customers will beat a path toyour door and the profits will follow. Not only that, but they will do yourmarketing for you … they will spendmore dollars per head, more often. You can charge more, will receivefewer complaints and your employee

morale will improve. You will have lessabsenteeism, higher productivity andless employee turnover.Sound too good to be true? It’s not. These are real outcomes fromorganisations in the industry that havebeen brave enough to venture downthe service culture path and who nowsit at the leading edge of the newdifferentiator in business. SERVICE … everything else can becopied, duplicated matched ... pricedifferences are met and matchedalmost instantly; facilities are copiedand duplicated almost overnight. Theonly true differentiator left is service -and almost no-one is delivering it.Think about it … could you name fivebusinesses you have dealt with thismonth that have provided

outstanding service? When I asked this question of 700people at one of my recentseminars, most struggled to comeup with just one - in fact almosthalf of the people could not comeup with one.In most businesses, the highestcost centre is the payroll, so it’simportant to make the bestpossible use of this resource. In other words, ensure allemployees are engaged in thebusiness, understand their rolesand are as productive as possible. In the hospitality industry, the mainpurpose of the business andtherefore the employees is toprovide service to the customer. You might say that this is obvious- however the level of servicemost businesses provide isaverage to say the least.Yet, developing an outstandingservice culture solves all of theissues above. It engages your employees,satisfies your customers, createsits own marketing and sets your

business apart from all the rest.How is it achieved?The Service Culture Program isdesigned around three core drivers …1. Measurement - To make changes,

you must first know what exists.Set your targets, then continuallymeasure performance againstthese targets.

2. Diligence - Creating a set of non-negotiable standards, creating astandard where “this is the way wedo this and the ONLY way we dothis” and ensuring all levels of theorganisation are absolutely diligentin maintaining these standards

3. Ingenuity - This is the ability tothink outside the square, to becreative and resourceful in dealingwith customers, exceeding theirexpectations and creating anenvironment that they just will notfind anywhere else.

It’s done by implementing acomprehensive cultural changeprogram over 12 months. This program involves analysingcustomer needs … exploring anorganisation’s policies andprocedures … understandingemployee’s skill levels and attitude ...defining the gaps in service deliveryand then building a comprehensivetraining and development programdesigned to create behaviouralchange. This program then is reinforced withassessments and measurementsalong with a secondary reinforcementmodel that supports the change at alllevels. This is supported by rewards andrecognition programs to ensuremaximum acceptance andimplementation.A one-off customer service course isnot going to change the way peopledo things in the long term … it’s anon-going cultural learning processthat needs to become entrenched inthe way you do business.So, the new paradigm for businessthat solves the issues of employeeengagement and retention, customersatisfaction and lifetime value andbusiness differentiation is building anexcellent service culture.To find out more about CreatingSynergy’s flagship Service CultureProgram, contact Ron (0414 347667) [email protected]

64 Club Management

Service Culture


The real battle is for customers – not $$$$$Following the success of his “Service Culture” training anddevelopment programs, Ron McLean and his company -Creating Synergy – recently were recognised by the CustomerService Institute of Australia for their contribution to improvingcustomer service levels in business. Ron was made a Fellow ofthe Institute and his company is now one of only a handful to beendorsed by the institute as a recognised training provider. Inthis article Ron shares his insights on the importance andbenefits of delivering service excellence and expands on someof the ideas from his recent book, “Secrets of Top BusinessBuilders Exposed”

Creating Synergy Managing Director Ron“Rowdy” McLean.

what’s happening in the zone - pages 10-21 the problem ... · peter sharp accounts officer...

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