August - CMA NOVEMBER 05

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					                                                                                                                Club Management August 2006

            Publisher Jim Henry, OAM

                Editor Peter Sharp
              Phone: (02) 4274 9971
              Mobile: 0410 140 036
            Henri Lach, Katie Cincotta.
           Photographer Barry Norman.                                                     Bill Clegg ACCM                   Allan Peter ACCM
                                                                                           Federal President                 Federal Secretary
       Advertising Manager Judy Rayner
            Advertising Bookings
         (02) 9332 2363 & 9360 6177
              Fax (02) 9361 5142
                  The Editor,
    c/- Club Managers’ Association Australia
             67-73 St. Hilliers Road
              Auburn NSW 2144
        P.O Box 845 Auburn NSW 1835
                                                                   Danny Munk ACCM                       David O’Neil ACCM                      Terry Condon CCM
   Phone (02) 9643 2300 Fax (02) 9643 2400
                                                                  Federal Executive Member              Federal Executive Member                 Executive Officer

OFFICE                        Division G -                    Peter Constance                Life Members                Please address all business
BEARERS                       Great Lakes & Mid
                                                              Division O -                   Harry Walker (decd.)        correspondence to
                              North Coast Zone
Federal President             Roy Anderson                    Victoria Zone                  Norm Robinson (decd.)       the Federal Secretary
Bill Clegg ACCM               ACCM                            Grant Duffy ACCM               Arthur Justice (decd.)
Federal Secretary
                                                                                                                         The Club Managers’ Association
                              Division H -                                                   Len Ewart (decd.)
Allan Peter ACCM                                              Executive Officer                                          Australia
                              Far North Coast Zone                                           Lou O’Neill (decd.)
                              & North West State              Terry Condon, CCM
Federal Executive                                                                            Peter Cameron (decd.)
                                                                                                                         is registered as an industrial organisation
Members                       Zone
                                                              Administration                                             of employees in the terms of the Federal
                              Brad Whittaker                                                 Bob Harbutt (decd.)
Danny Munk ACCM               ACCM                            Officer                                                    Workplace Relations Act, 1996, and
                                                                                             Keith Nolan (decd.)
David O’Neil ACCM             Division I -                    Gerry Sarlemyn
                                                                                             Fred Chubb, CCM             The Club Managers’ Association is a
Federal Councillors           Brisbane Zone                   Industrial Relations
                              Pam Shelton ACCM                                               (decd.)                     registered Trade Union in the terms of
Division A -
                                                              Advocate                       Alan McDougall,             the New South Wales Industrial
City/Eastern                  Division J -
Suburbs Zone                                                  Peter Cooper
                              Illawarra Shoalhaven                                           MBE (decd.)                 Relations Act 1996. The CMAA is
Les Clarke, ACCM              & Far South Coast               Education Manager              Les Evennett                affiliated with the Australian Council of
Division B -                  Zone                            Ralph Kober B.Ed.
                              Gary Wilbraham                                                 John Milne                  Trade Unions (ACTU) and the CMA is
St George/Cronulla
Sutherland Zone               Division K -                    Student Services               George Elliot, CCM          affiliated to the NSW State Branch of
Ian Todd ACCM                 ACT Zone                        Co-ordinator                   Peter Strachan,
                              Julie Evans                                                                                the ACTU, The Labor Council of NSW.
Division C -                                                  Narell Harrison                ACCM
Manly/Northern                Division L -                    Peter Schmidt                                              Registered Office
                                                                                             Hans Sarlemyn,
                              Riverina Murray Zone
Suburbs Zone                                                                                 ACCM                        67-73 St. Hilliers Road
                              & Mid                           Accounts
Mario Machado                                                                                                            Auburn NSW 2144
                              State Zone                      Priscilla San Luis             Jim Henry, OAM,
ACCM                          Dominic
Division D -                                                                                 CCM                         Phone (02) 9643 2300
                              Connaughton ACCM                Receptionist
Inner Western                                                 Carol Quirke                   Terry Condon, CCM           Fax (02) 9643 2400
                              Division M -
Suburbs Zone                  Sunshine Coast Zone                                            Lew Cooper
Glen Cushion ACCM                                             Training                                                   P.O.Box 845 Auburn NSW, 1835
                              & Central &                                                    Barry Stevenson
Division E -                  Northern Qld. Zone              Administrator                                              Email -
                                                              Kerrie Treasure                Greg Pickering,
Nepean Zone                   Chris Keen ACCM
                                                                                             ACCM                        Office Hours
Michael Wiezel                Division N -                    Assistant Training
Division F - Hunter                                                                          John Allan, ACCM            Monday to Friday 9am to 5pm
                              Gold Coast Zone &               Administrator
Zone & Central                                                                               Allan Peter, ACCM           Seven day telephone answering service
                              Ipswich Darling                 Maria Hudson
Coast Zone                                                                                   Wayne Forrest, ACCM
Stephen Byfield ACCM          Downs Zone                                                                                 in operation.

                          “Club Management in Australia” is published monthly by           material. Photographs submitted must be captioned. Those sent without prior
                          Jim Henry on behalf of the Club Managers’ Association            arrangement cannot be returned unless accompanied by a stamped, self addressed
                          Australia. All material is copyright and cannot be               envelope. Views expressed in this magazine are not necessarily those of the Club
                          reproduced without the explicit permission of the Publisher      Managers’ Association Australia. Although we do exercise the utmost caution, we don’t
                          or Editor. Editorial contributions relating to the club          accept responsibility for claims expressed in advertisements appearing in our issues.
                          industry are welcome. Submitted copy should be typed and         Subscription rate is $55 a year.
double spaced. We don’t accept any responsibility for keeping and returning unsolicited    ISSN 0045-7205                                                                                                                                                             1

    Centre SPONSOR:

           Club Management May 2006

    After considering the     CMAA membership has       The new anti-smoking         The CMAA Mid-Year
    effects of the Federal    brought rich rewards      laws have given              Executive Leadership
    Government’s recent       for 2006 CMAA             Queensland clubs a           Conference at Conrad
    Industrial                Bursary Award winners     whack in the pocket.         Jupiters Casino on the
    Relations                 Mandy Ne’Roi and          For some, it may even        Gold Coast challenged
    Legislation,              Stuart Burrows.           be an ongoing outgoing       Club Managers to work
    commonly                  Sponsored by Coca-        if they inadvertently fail   effectively with their
    referred to               Cola Amatil, Mandy,       to comply                    Board and to ensure an
    as                        from Mingara              with the                     internal, dedicated and
    WorkChoices, CMAA         Recreation Club on the    rules.                       measurable Customer
    Federal Secretary Allan   NSW Central Coast,        CMAA                         Service System is
    Peter has outlined the    and Stuart, of Club       Brisbane                     implemented in their
    Association Executive’s   Marconi in western        Zone                         clubs in our ever-
    preferred position on     Sydney, enjoyed a visit   President                    increasing competitive
    employment                to the National           Pam Shelton said an          world facing the Club
    agreements. Apart from    Restaurant Association    independent survey of        Industry. In an 18-page
    the industry’s Award,     trade show in Chicago     197 clubs throughout         Special Feature, CMA
    the CMAA has              as part of their recent   the state has shown an       Magazine Editor Peter
    developed a new           bursary tour ...          average drop of 12.6%        Sharp reviews the
    Management Service                                  in revenue in the first      General Meeting,
    Agreement, which calls                              weekend of the total         education and
    up Award provisions ...                             smoking ban.                 workshop program and

                                                        Henri Lach reports ...       social activities of the
                                                                                     Mid-Year Conference ...
    Pages 14 & 15             Page 20                   Pages 22, 23 & 24            Pages 26 to 43

          Club Management August 2006

AGE 2006 ‘Sold Out’
         ll available space is sold out for the                             representatives,” he said. “The exhibition is
         2006 Australasian Gaming Expo (AGE)                                already a sell-out with more than 165 exhibits
         in Sydney next month.                                              over 15,000 square metres.”
  The 16th annual Expo will be presented at                                   Ross said the latest in games and gaming
the Sydney Convention and Exhibition Centre                                 machines from Australian jurisdictions and
at Darling Harbour from September 3 to 5.                                   overseas would be a real eye-opener for industry
  Australasian Gaming Machine Manufacturers                                 representatives.
Association (AGMMA) Executive Officer Ross                                    “In an increasingly competitive industry,
Ferrar said the response to this year’s Expo                                there is no easier way to remain abreast of
reflected the increased interest in gaming in the                           emerging developments than by visiting the
Asia-Pacific region.                                                        Sydney Expo, where the world’s best will be on
  “Australian companies are now playing a                                   display,” Ross said
                                                   AGMMA Executive            “For hotels and clubs to continue to survive
leading role in the industry in the region,
                                                   Officer Ross Ferrar.     and prosper, they need to be able to get a jump
particularly in Macau,” Ross said.
  “The Sydney Expo offers industry participants                             on the competition by learning the secrets of
a chance to see what’s hot globally and how Australian         successful venues in Australia and overseas.”
companies are adapting to new opportunities.”                    Also on show at AGE 2006 will be the latest in
  Ross said online registration for the Sydney Expo was in     hospitality equipment, venue design and fit-outs while other
full swing and he expected record                                                 exhibits will feature food and beverage,
numbers of international visitors to                                              security solutions, entertainment,
participate.                                                                      furniture and staff uniforms.
  “More than 7,000 people attend the
AGE each year and, judging by the                                                 >The Australasian Gaming Machine
reaction to date, we’re confident the 2006                                           Manufacturers Association has sold the
Expo will be an outstanding success,                                                 rights to stage annual Asian Gaming Expo.
attracting global casino, hotel and club                   >FULL REPORT: Pages 56 & 57

          Club Management August 2006

Baulham Hills Sports Club nets three
generations of support for 40th anniversary
          passion for netball has                                                        PICTURE: Lorraine Everitt
          inspired three generations                                                     (right), her daughter Simonne
          of the Everitt family to                                                       Dallaway and grand-daughter
play for the Baulkham Hill Sports                                                        Ally Dallaway celebrated
Club Netball Division                                                                    Baulkham Hill Sports Club
(BHSCND) and celebrate its 40th                                                          Netball Division’s 40th
anniversary.                                                                             anniversary.
  BHSCND Netball Club
President Lorraine Everitt, her                                                           having mum involved and she’s
daughter Simonne Dallaway and                                                             always there to support me,” she
grand-daughter Ally Dallaway are                                                          added.
passionate club members and                                                                 With mother and grandmother as
supporters. Lorraine coaches two teams, Simmone plays in        representative players, Ally continues the tradition playing
the club’s No.1 A1 team and coaches Ally’s Under 7              under Simonne’s eye in the Under 7s.
Beresfords team. Lorraine said she was encouraged to play         “Coaching Ally is very rewarding,” Simonne said. “I can
netball in primary school and her love for the sport has        see her getting the enjoyment I’ve had over the years, in
continued to grow.                                              playing and meeting new friends.”
  “It is very rewarding to see my family getting the same         Baulkham Hills Sports Club Manager John Baresic said it
enjoyment and friendships that I have from the game,” she       was an honour that a rich family tradition continues within
said. “It brings back so many great memories watching my        the club.
grand-daughter play ... she is so much like her mother at the     “BHSC is pleased to have supported many netballers over
same age.”                                                      the past 40 years,” he said. “Let’s hope we keep the tradition
  Simonne said having her mother involved in the club has       alive for another 40.”
been a great encouragement.                                       BHSCND celebrated its 40th anniversary on July 8 with a
  “Although she coaches the club’s other club, it’s great       members’ luncheon.

          Club Management August 2006

                                         Broken Hill Clubs
                   From                  turn on warm welcome
                   TERRY                 and beyond to Temora to converge on        CEO Karren Howe, Temora Ex-
                   CONDON                the “Hill” for four days of regional       Services Memorial Club CEO David
                                         member meetings, education                 Hart and Albury’s SS&A Club
 Executive Officer                       workshops and social activities.           General Manager Paul Lappin on
                                           Highlights included ...                  being presented with their ACCM

    couldn’t think of a better way to      > the Members Dinner hosted by the
    spend the days following the              Barrier Democratic and Social Club;     The CMAA thanks Wayne Forrest
    Darling Harbour Conference in late     > presentation of the CMAA’s Active      on his excellent interactive
March than in outback Broken Hill - a         Certified Club Manager (ACCM)         presentation, “Developing Strategic
complete contrast to the hustle and           award to three of our country         Planning Principles”, which proved
bustle of downtown Sydney.                    managers;                             entertaining and carried high impact
  Education Manager Ralph Kober            > more than 30 CMAA members              for its educational value to senior
joined me in representing the CMAA,           attended the Zone Meeting and         managers.
while Chairman Peter Newell, OAM,             education workshop facilitated by       I know that all managers and board
and CEO David Costello flew the flag          Wayne Forrest, of the Enterprise      members who attended the meeting
for ClubsNSW when we flew into                development network - a CMDA          over the four days left Broken Hill
Broken Hill looking forward to some           Bursary sponsor;                      with great memories and experiences.
country hospitality - and we were not      > the St Pat’s Race Day when more          Thanks to all Broken Hill clubs that
disappointed!                                 than 7,000 people attended a          the events jointly and for their
  The Regional Conference Meeting             fantastic country race meeting.       generous and genuine efforts in making
attracted more than 120 club managers      Congratulations to Broken Hills’s        the “boys from the coast” welcome in
and directors from around the district   Barrier and Democratic Social Club         their town.

Temora Ex-Services Memorial Club         Broken Hill’s Barrier and Democratic       Albury SS&A Club General Manager
CEO David Hart.                          Social Club CEO Karren Howe.               Paul Lappin.

          Club Management August 2006

Tooheys New claims a win for the masses
      roving that big is better and can be best, Tooheys         brand’s quality ideals.”
      New, Australia’s second-most-popular brew is                 The win comes as Tooheys
      “Champion Lager” at the 2006 Australian                    New celebrates its 75th year
International Beer Awards.                                       and off the brand’s “For the
  Contested by local, international, premium and craft           Love of Beer” marketing
brews, Tooheys New beat 292 lagers from 27 countries to be       campaign, launched in
named Champion Lager and is the only mainstream beer to          February.
win the title in recent years.                                     “For the Love of Beer”
  Lion Nathan Chief Brewer Bill Taylor said the win              extends to the brand’s
                                  demonstrates that Tooheys      revamped packaging and was
                                  New may be a popular,          adapted for Tooheys New’s
                                  mainstream Australian          ongoing Rugby Union
                                  beer, but is a quality brew    sponsorship.
                                  with brewing pedigree.           The Australian
                                    “To win Champion Lager       International Beer Awards
                                  at the world’s second-         were established in 1987 and
                                  largest beer competition       have grown to be the second-
                                  means that Tooheys New         largest annual professional
                                  was judged by a panel of       beer competition in the
                                  independent and highly         world.
                                  qualified brewers as best        Conducted by the Royal Agricultural Society of Victoria
                                  lager,” Bill said.             in conjunction with the University of Ballarat, the Awards
                                    “This is a tremendous        reward excellence in brewing and to assist in promoting the
                                  feat and proves that, while    brewing industry and related industries on an international
                                  Tooheys New is brewed on       scale.
                                  a large scale, every brew is     Brewed since 1931, Tooheys New is Australia’s second
                                  authentic and true to the      biggest beer brand and the No.1 beer in NSW.

          Club Management August 2006


The CMAA’s position on
Employment Agreements (AWAs)
From ALLAN PETER,                                                                                 Apart from our Award, we
CMAA Federal Secretary                                                                          have developed a new
                                                                                                Management Service

   wish to advise members of                                                                    Agreement, which calls up
   your Association                                                                             Award provisions.
   Executive’s preferred                                                                          This agreement may be of
position on employment                                                                          the type of agreement
agreements after considering                                                                    contemplated in Section
the effects of the Federal                                                                      146A of the State
Government’s recent Industrial                                                                  Government legalisation
Relations Legislation                                                                           mentioned above.
commonly referred to as                                                                           To make such agreements
WorkChoices.                                                                                    work, it is incumbent upon us
  The all-important                                                                             as an industrial organisation,
regulations giving                                                                              to endorse the entering into
implementation of the                                                                           an additional agreement
WorkChoices Legislation                                                                         (known as a “Referral
became operational on March                                                                     Agreement”) with individual
27, 2006.                                                                                       employing clubs which can be
  From March 27, 2006, the                                                                      incorporated into the
NSW Industrial Relations                                                                        Management Service
Commission lost the authority                                                                   Agreement.
to make and vary NSW                                                                              As professional Club
Awards for employees of                                                                         Managers, it is implicit upon
constitutional corporations.                                                                    members to provide advice to
  As a consequence, our Club                                                                    their respective Boards on
Managers (State) Award 2006,                                                                    such matters as Industrial
became a Federal instrument                                                                     Relations, as part of their
under the Workplace Relations                                                                   duties and responsibilities.
Act as amended by                                                                                 As such, members should
                                     CMAA Federal Secretary Allan Peter addresses
Workchoices.                                                                                    be aware of the advantages
                                     members at the Mid-Year Conference.
  Under this Act, our State                                                                     and disadvantages of legal
Award:                                                                                          agreements, in order to
  > is legally binding as a “NAPSA” (Notional Agreement        inform the Board on the options available for the club’s
     Preserving State Award);                                  employment practises and policies.
  > will continue for a three year transitional period with      On Page 19 the CMAA Executive has attempted - in a
     exclusions, until March 27, 2008.                         summary briefing table - to outline the advantages and
  The NSW Government has attempted to offer NSW                disadvantages of employment agreements available in the
workers a form of protection by amending the NSW               context of the new Federal laws.
Industrial Relations Act.                                        The CMAA Executive sought legal opinion as to the way
  Part of this legislation extends the jurisdiction of the     forward that would best serve managers and their clubs, and
State Commission to deal with disputes arising from            are recommending that: Clubs and Managers enter into a
Common Law Contracts of Employment.                            Management Service Agreement which is a Common Law
  What you need to know:                                       contract with a Referral Agreement.
  > The Club Managers State Award 2006 will continue to set      The Association will provide this service to our managers
     minimum conditions of employment until March 2008, less and their clubs free of charge.
     prohibited content matters;                                 For more in-depth advice on this matter please contact
  > Managers who are on a contract with their club which       the Associations Industrial Relations Officer at the CMAA’s
     relates to the Award are now under a Common Law           Head Office in Auburn, NSW.
  > The CMAA advises members not to prematurely end these        > This Bulletin is not intended to represent legal advice.
     arrangements by entering into an AWA (Australian               Should you require such advice please contact the CMAA
     Workplace Agreement).                                          for a referral to the CMAA Legal Service.

                                           INDUSTRIAL INFORMATION BULLETIN - NSW MEMBERS
                                              CMAA COMMON LAW AGREEMENTS                                 REFERRAL AGREEMENTS                                           AWA’s
                                                                                                                                                          (Australian Workplace Agreements)
                  INTENTIONS:               * To permit the two parties to an individual         * To facilitate the resolution disputes          * To remove employees’ access to awards, collective
                                              employment agreement to record the agreed            contemplated in the provisions of Section        agreements, or common law agreements.
                                              terms of employment, without external                146A of the NSW IR Act by Commission
                                              restrictions.                                        proceedings, conducted in an efficient,
                                                                                                   expeditious and cost effective manner.

                                            * Full flexibility in the true representation of     * Parties are able to refer employment           * A simplified total employment agreement. Many
                                              agreed employment conditions.                        disputes and termination of employment           current conditions can, and will be done away
                                            * Ability to call up State Award conditions which      matters to the cost free jurisdiction of the     with.
                                              may include matters considered, as Prohibited        NSW Industrial Relations Commission.           * No requirement to meet a no disadvantage test.
                                              Content or non-allowable under WorkChoices.                                                         * No need to involve or consult with the
                                                                                                                                                    employees’ union representative.
                                                                                                                                                  * AWA conditions offered to new and promotional
                                                                                                                                                    employees on a take it or leave it basis.

                  DISADVANTAGES:            * If not considered in conjunction with a Referral   * Employers may be unable to take advantage      * Where an AWA is terminated there is no
                                              Agreement, parties could be equally exposed to       in the federal jurisdiction by exposure to       immediate access to award or collective
                                              costly common law litigation on matters that         unfair dismissal claims. These claims            agreement protection and employees return to
                                              may fall into disputes between the parties.          however may be excluded from a referral          the five bare minimum conditions set by the Fair
                                                                                                   agreement.                                       Pay and Conditions standards.
                                                                                                 * If no referral agreement a dispute may be
                                                                                                   dealt with under the federal Alternative
                                                                                                   Dispute Resolution (ADR) System. The
                                                                                                   disadvantage of this I that outcomes are not
                                                                                                   legally binding on the parties and cannot
                                                                                                   resolve matters beyond those contained in
                                                                                                   the Award (NAPSA).

                  What action should I take now?:
                  * If you have an agreement that refers to the NSW State Award you are covered until March 2008. Before that time you should enter into a Management Service Agreement, with a
                                                                                                                                                                                                        Club Management August 2006

                   Referral Agreement, with your club.
                  * If you are a new manager or a manager changing clubs you should enter into a Management Service Agreement, with a Referral Agreement, with your club.
                  * If you are already on an AWA, check to see that it does not contain “prohibited content” as this could mean the AWA is null and void.
                  * If you are offered or directed to enter into an AWA, you should take no action other than contact the CMAA.

           Club Management August 2006

Battle of the bartenders
By KATIE CINCOTTA                                                                    minutes to serve a range of draught
                                                                                     beers, with judges eyeing glass

        he luscious froth on the lips,                                               preparation, pouring, bottle handling,
        the liquid gold down the gullet                                              order-taking, and serving technique, in
        - beer is the brew that lets us                                              honour of the great Belgian beer
dream lazy Sundays, sporting glory and                                               tradition.
celebrations (and hangovers) that                                                      Foster’s Brand Communications
seem to last for days.                                                               Manager Melanie Powell says there is
  But for those experts behind the bar                                               substantial publicity surrounding
who deliver our fill, serving beer is                                                Stella’s world title event, with
serious business. For the best of them,                                              participating venues reporting an
all roads lead to Brussels for The Stella                                            increase in patronage.
Artois World Draught Master                                                            State finals are being held in select
Championships in October.                                                            venues across Australia since late last
  Now in its 10th year, the battle to                                                month, with state finalists to converge
unearth the world’s best bartender is a                                              at Sydney’s Bar Show next month for a
chance for clubs and pubs to showcase                                                “beer-off”. The winners will take their
their most talented bar staff on the                                                 place in the international final in
world stage, and gain kudos for their         Runner-up Jessica McMahon from         Belgium and compete against the most
venue. And it seems it’s not a man’s        Ramsgate Hotel at Henley Beach in        outstanding bartenders from 25 other
world when it comes to the cream of         South Australia scored 240 points out    countries.
the crop. Last year, worthy women           of 250, also showing up the boys.          If you would like your club to be
showed they could pull a mean beer,           Competitors will kick off the          involved should contact Foster’s
with Renae Kerber from Belgian Beer         Australian leg of the competition this   Australia through your Business
Café in Oostende, Adelaide, claiming        month, with heats taking place around    Development Manager.
the national title, scoring 243.3 points    the country during July.                   And may the fastest bartender, with
out of 250.                                   Contenders will be given seven         the most finesse, win!

           Club Management August 2006

Making club sponsorship
   Nobody likes to be taken advantage of. Clubs are famous for their generosity to community groups, many
of which have unfortunately forgotten their mother’s constant reminder to “say thank you”. It’s time to take a
fresh look at the sponsorship/partnership relationship and build something more positive than the “hand-out”
mentality. Giving $10,000 is hugely beneficial to the recipient, but what else can you offer to ensure that each
   party benefits from the sponsorship. And what is the value of the in-kind support you bring to the table?
      Make sure you add up the total value of your support and itemise it in the sponsorship agreement.
       KEN BURGIN, of Profitable Hospitality, takes a look at this challenging and compelling subject ...
   Before the Sponsorship Agreement is                                                      report form they can complete.
signed, consider:                                                                         > Have agreement that your Club
> Is the group, charity or organisation                                                     branding will be prominent at all
   aligned with the values and vision of                                                    appropriate social events, including
   your Club? Is the organisation squeaky                                                   Annual Awards. Is there an opportunity
   clean and the association will be a                                                      for you to speak? Make sure your Club
   benefit, not a liability down the track?                                                 is on the mailing list and receives
   Is your target audience theirs? This is                                                  invitations to these events. Be in
   most important otherwise your Club                                                       attendance.
   will receive no benefit from the                                                       > When functions are held at the Club,
   exposure or its generosity.                                                              the organisation must agree to work
> What due diligence will you do on the                                                     constructively with function staff under
   applicant group? Ask for bank account                                                    your normal terms and conditions.
   and insurance details, years of                                                          They’re expected to keep their promise
   operation, office bearers and                                                            with numbers!
   references. It is advisable to carry out                                               > Decide the price (and value) of
   honesty checks on office holders                                                         functions as part of the overall support
   managing the finances.                                                                   agreement. Don’t leave it to last
> Stipulate a period after which the                                                        minute haggling that undermines
   sponsorship will be reviewed. Address                                                    relationships.
   the possibility up front ... that                                                      > Document agreement that the
   sponsorship perhaps may not be               material make sure you are involved in      organisation will not participate in
   “forever”.                                   the sign off process. The integrity and     activities/functions where crowd or
> If the organisation has a newsletter,         positioning of your branding is             individuals’ behaviour could damage
   establish the acknowledgement you            important. Are you happy for your logo      the reputation of the Club or the safety
   expect in each issue. Make it easy for       to be featured alongside other clubs or     or convenience of the local community
   the organisation to promote your Club        hotels?                                     - specifically drunkenness, drug-
   by supplying logos, artwork and            > Ask for a written report of the results     taking, harassment, violence or
   design specifications.                       of all sponsored events - attendance,       vandalism. Any occurrences of such
> If your logo or badge will appear on          revenue, publicity achieved etc. Make       behaviour would be sufficient reason
   uniforms, equipment, or marketing            it easy for smaller groups by having a      to immediately cease support.

                                                                                      Club Management August 2006

work for everyone
 What else you can offer!                     > Your Club branding, what your Club          > Opportunities for the Sponsorship
   Cash is king, but clubs are positioned        offers, why the visitor to the website        group’s top management or leaders to
 to offer a lot more - and receive the           would benefit from Club membership.           speak with Club staff on topics such
 benefits of doing so.                        > Why your Club has chosen to sponsor            as teamwork and motivation. Outside
   It’s worthwhile considering the               the particular organisation.                  speakers can bring a valuable
 sponsorship opportunity in the realm         > Short introduction to your Club and a          perspective to Club training events.
 of a partnership, where each                    link to your Club website from the           What the Club could expect for its
 organisation works together to achieve          organisation’s website.                    contribution (dependant on level of
 the desired benefit for the other.           > An additional link on the recipient’s       sponsorship)
   How can this work?                            Home Page (if allowed) is most             > A proposal from the applicant detailing
   In your sponsorship offer, it is              valuable as this assists with Google          the proposed sponsorship package;
 important to be very specific and               ranking.                                   > Naming rights of a particular initiative
 identify how the partnership would           > Inclusion of the same information (but         or event;
 work to achieve optimum benefits for            from the sponsorship recipients            > Inclusion of an editorial article
 both organisations.                             perspective), on the Club’s website.          promoting the sponsor in the
   Marketing and cross promotion is              Many organisations need a ‘big                organisation’s magazine and on-line;
 most important through websites,                brother’ to help with promotion -          > Free advertising program in magazines
 newsletters, appropriate marketing              providing them with a page on your            or on-line media;
 collateral and local print media.               website also helps strengthen your         > Promotion on the recipient’s website;
 Website promotion                               Club positioning in the community.         > Inclusion of Club logo on all relevant
   On-line promotion and                      Newsletter/Magazine                              promotional material - invitations,
 communication is the way of the              > Inclusion of the recipient group’s             letters, flyers, signage and website;
 future - it has already overtaken many          activities in the Club’s magazine.         > Speaking opportunities - planned
 traditional forms of promotion in the        > Provide a promotional release to the           program;
 popularity and effectiveness stakes -           organisation and a good quality
 and should be fully utilised. It is by far      photograph (high resolution 300dpi jpg     CONTINUED PAGE 20
 the most cost-effective means of                format) so that can be included in their
 communicating your message.                     newsletter or magazine.
 > Make sure that inclusion of relevant       > Promote what the benefits are to the
    Club related promotional information         reader.
    on the recipient organisation’s website   > Remember the old “WIIFM” ... What’s
    is part of the sponsorship deal. Your        In It For Me.
    own Club page would be ideal. The         Local media
    information should include:                 When providing information to the
 > The benefits the sponsorship brings to     local media promote the human
    the community of the sponsorship          interest angle - a feel-good story which
    recipient.                                involves the local community. A great
                                              way to get your story told.
                                              Marketing their organisation
                                              > Branding and display of the
                                                 organisations logo, badge and
                                                 memorabilia in the bar and foyer.
                                                 These can be a great addition to the
                                                 sports bar.
                                              > Assistance with marketing and
                                                 catering for their Award dinners and
                                                 social events. Every time they hold a
                                                 function at your Club, or people hear
                                                 about it, there is an opportunity to
                                                 increase membership. Let’s face it,
                                                 many groups don’t have the
                                                 experience or follow-through to
                                                 promote events properly. Your
                                                 marketing team can be tremendously
                                                 helpful with this. Let’s help them to
                                                 turn a booking for 100 into 100 paid-
                                                 up guests who actually turn up.                                                                                                                   19
          Club Management August 2006

Coca-Cola Bursary winners
make most of U.S. tour
      or Mandy Ne’Roi and Stuart Burrows, CMAA                 Stuart Burrows has                                  ®

      membership has brought rich rewards. Winners of the    ensured his experiences
      2006 CMAA Bursary Award, sponsored by Coca-Cola        and ideas have also been
Amatil, passionate “foodies” Mandy, of Mingara Recreation    shared with his colleagues
Club on the NSW Central Coast, and Stuart, of Club           at Club Marconi since his
Marconi, in western Sydney, enjoyed a visit to the National return home.
Restaurant Association trade show in Chicago as part of        “Without \ Amatil and CMAA I would not have been
their award.                                                 able to attend the NRA Show or the tour,” he said. “The
  CMAA Education Manager Ralph Kober encouraged the          Bursary program is a wonderful initiative and I encourage
enterprising pair to be part of the 11-day 2006 Profitable   every Club Manager to be a part of this.
Hospitality New Trends Study Tour led                          “I sincerely thank the sponsor and the Club Managers
by hospitality management educator                                                 Association Australia for this
Ken Burgin, to ensure they gained as                                               magnificent opportunity.
much educational value as possible                                                   “With limited time in Chicago and
and had access to the best in the                                                  Las Vegas, the well-planned Profitable
industry.                                                                          Hospitality tour program offered great
  According to Mandy, the experience                                               value and made so much possible.
exceeded all of her expectations.                                                    “Tour guests had a wide range of
  “It opened up extraordinary avenues,                                             experiences, from tours through casual
presented an international perspective                                             dining restaurants to discussing with
on the hospitality industry, inspired                                              international industry operators how
me and gave me many ideas to put it                                                they manage to provide the
in place in my club,” Mandy said.                                                  exceptional service for which they are
  “On the tour, I formed friendships                                               known world wide.”
and strong hospitality networks with                                                 Both Mandy and Stuart encourage
those in our group, as well as meeting                                             their colleagues to participate in the
leading international hospitality                                                  CMAA Bursary Awards Program.
professionals, which I could not                                                     The 2007 CMAA National Bursary
otherwise have done.                                                               and Scholarship Program will be open
  “I am extremely grateful to CMAA                                                 for applications towards the end of
                                           CMAA’s Coca-Cola Bursary winners        August. Every CMAA member will be
and to Coca-Cola Amatil for making
                                           Mandy Ne Roi and Stuart Burrows.        sent a prospectus and application form.
this opportunity possible.”

FROM PAGE 19                               the annual cheque is less than usual, it    > Access to the club’s competitive
> Exclusivity?                             reminds the recipient of its obligations      purchasing of certain goods.
> An information media pack from the       back to the club.                           > A percentage of bar proceeds spent by
   sponsorship recipient to be used by       New groups requiring sponsorship            supporters at a certain time each
   the Club to promote the sponsorship     understand that support is not forever,       month.
  Having the Sponsorship checklist in      but designed to get them on their feet      > Financial assistance based on what
place is essential, however Moama          and become self-supporting.                   members actually spend at the club.
Sports Club Manager Wayne Sutton             Other support could include:                Modern membership card systems
says it’s also about “customer education   > Raffle or Competition Prizes of “Dinner     can link a member’s card to a group
and training”.                               to the value of $200” to support fund-      account. Every time they spend at the
  It is important that Club members,         raising. A good example of a “soft          club, it’s recorded toward the group’s
and also the community, understand           dollar” item, where the actual cost to      total for the year, with financial
that the sponsoring Club is a business       the Club is less than the perceived         support in proportion. Very fair.
and as such is accountable for how it        value.
spends its money.                          > Assistance with insurance under an          Profitable Hospitality offers many
  When the Club prospers, it can             inclusive club policy.                    articles and resources on
afford to be more generous.                > A per-person subsidy off the regular to help
  Moama Sports Club uses its Point of        price of the Function Menu chosen.        club managers with many of their
Sale to track the spending of sporting     > Complimentary room hire for group         marketing needs. Visit this site for
groups.                                      functions (another good “soft dollar”     answers to many of the questions you
  Financial support is proportional - if     item).                                    want to, but never get to, ask.

          Club Management August 2006

Anti-smoking laws
Queensland, with the most comprehensive
tobacco laws in Australia, entered a new
social order on July 1 when the State
Government’s anti-smoking legislation
kicked in. While clubs, hotels, restaurants
and casinos operate in an amnesty until the
end of September, Queensland Health
Minister Stephen Robertson says the
Government is determined to make
Queensland a healthier place. As they try to
estimate the long-term cost and effect, club
executives are concerned that compliance
guidelines are vague as to what constitutes
an appropriate smokers’ area. CMA writer
HENRI LACH looks at the new smoking                   Greenbank RSL Club General Manager John Limbrick and his
                                                      smoking area ... criticised for being “lavish”.
regulations – from both sides …

         he new anti-smoking laws have given Queensland           verbal approval from someone, saying that this or that
         clubs a hard belt in the pocket. For some, it may        conforms.”
         even be an ongoing outgoing if they inadvertently          His club, the Southport Workers Community Club, has
fail to comply with the rules. As well, the spectre of revenue    spent $50,000 on its smokers’ refuge.
loss has sent jitters through the industry.                         “By the time we do our next extension we’ll know exactly
  An independent survey of 197 clubs throughout the state         what we need to do to comply, and to do it properly,” he
has shown an average drop of 12.6% in revenue in the first        said.
weekend of the total smoking ban, according to CMAA                 “But I feel sorry for those who have spent a lot of money
Brisbane Zone President Pam Shelton.                              and who are going to find out that it doesn’t work.
  Of those surveyed, more than 75% believed the bans                “I’ve never seen a piece of legislation without something
would continue to have a negative impact.                                          saying that you’re compliant or not.
  While they try to estimate the long-term                                            “What actually is an enclosed space? Can
cost, club executives are concerned that                                           you have a roof, or can’t you have a roof?
guidelines for compliance with the new                                                “The biggest grey area is about the buffer
laws have been vague as to what constitutes                                        zone between the drink area, entertainment
an appropriate smokers’ area.                                                      area and the smoking area.”
  Even the government’s so-called                                                     Pam Shelton’s Logan Diggers Club
“Tobacco Hotline” has come under fire, for                                         included a smoking deck in its recent
providing information about what not to                                            extension.
do, but failing to give positive directions.                                          Pam estimates its cost accounted for
  Pam Shelton and CMAA Gold Coast                                                  about $250,000 of the total expenditure.
Zone president Steve Condren are                                                      She, too, is not happy about the lack of
scathingly critical of the lack of direction                                       direction from the Health Department.
from the Health Department.                                                           “A lot of clubs just didn’t know what to
  “A lot of people have spent money and                                            do,” she said.
they don’t know whether they’re going to                                              “There has been no pre-approval of plans,
get final approval,” Steve said.                                                   and there has been conflicting
  “I don’t know any manager of any club          Logan Diggers   General           information.”
who has anything in writing.                     Manager Pam     Shelton.            The giant Greenbank RSL on Brisbane’s
  “All some of them have been given is                                             south side incorporated its smokers’ area in

           ‘About 40% of our members are smokers and we’re not about to treat them like
            second-class citizens just because of Government legislation.’ - JOHN LIMBRICK

                                                                                 Club Management August 2006

hit clubs’ pockets
           ‘There was a school of thought that you’d have the first few months to adjust. I
          suggest that if you didn’t adjust from day one, you’re in trouble.’ - STEVE CONDREN
a recent $6 million general upgrade of its                                             As to the possible longer-term loss of
club.                                                                               revenue, on this most agree with the early
   Smokers there have very attractive facilities                                    survey that it will happen: it’s only a
indeed, and can enjoy their cigarette in a                                          question of quantum.
garden-like setting, with double automatic                                             Pam Shelton estimates the loss to her
doors separating them from the general area.                                        club will be about 13% in the first 12
   General Manager John Limbrick says it’s all                                      months.
about looking after his members - all 70,000                                           John Limbrick is budgeting for a 15%
of them.                                                                            fall.
   “About 40% of our members are smokers                                               Joe Kelly believes his club will be more
and we’re not about to treat them like                                              fortunate, with a reduction of between
second-class citizens just because of                                               5% and 12%.
Government legislation,” he said.                                                      Steve Condren is guarded: “It’s crystal
   He also agrees that the requirements are                                         ball stuff at the moment.”
vague.                                                                                 As for the current amnesty, Steve
   “People from the Health Department came                                          echoed the opinion of his fellow
out and had a look at our plans,” he said.                                          progressive managers: “Sadly, some of the
                                                    Cazaly’s General Manager
   “But nobody has offered any documents                                            smaller clubs have turned a blind eye to
                                                    Joe Kelly.
saying, ‘we’re happy with it’.                                                      what was coming.
   “Nobody has signed off on it.”                                                     “There was a school of thought that
   And just what the hospitality industry didn’t need in         you’d have the first few months to adjust. I suggest that if
these uncertain times is severe criticism from the               you didn’t adjust from day one, you’re in trouble.”
Queensland Cancer Council.
   “Clubs and pubs should be encouraging their
members to give up smoking, and not
encouraging them to keep up the habit by
providing them with lavish accommodation to
do so,” a Cancer Council spokesperson said.
   John Limbrick, himself a smoker, believes in
individual choice on the matter.
   “At the end of the day, smoking is still legal,”
John added.
   “I don’t think it’s the club industry’s role to
educate people not to smoke.
   “That’s the role of Government.”
   In Queensland’s far north, Cairn’s major club,
Cazaly’s, has outlaid $850,000 to provide three
separate venues for smokers, covering the
gaming, food and spectator areas.
   General Manager Joe Kelly is confident two of
them definitely will comply with the new rules
... but he’s not sure about the third.
   But he sees a positive side to the new laws.
   “Many people are saying that they’ll come to
the club more often now that smoking is
                                                       Southport Workers and Community Club General Manager
banned, and others are saying that this is a
                                                       Steve Condren.
chance to quit the habit,” he said.

 >The official word from Queensland Health Minister Stephen Robertson: PAGE 24                                                                                                            23
     Club Management August 2006

                              New social order leaves
                              Queensland out of puff
                              By HENRI LACH                                the new laws would face serious

                                        ueenslanders awoke to a new          “Already, Queensland Health has
                                        social order on July 1. The full issued 930 on-the-spot fines of up to
                                        force of the State                 $300 for breaches of tobacco laws
                              Government’s anti-smoking legislation since March last year,” he said.
                              kicked in on that day.                         “Queensland Health is again
                                 Smoking is now prohibited in all          inviting the public to use the Tobacco
                              indoor areas of licensed                                    Hotline to make
                              premises in Queensland,                                     complaints about alleged
                              as well as outdoor eating                                   breaches of the new
                              or drinking areas.                                          laws.”
                                 The official word from                                     The Health Minister
                              the state Health Minister                                   said Queensland had the
                              Stephen Robertson, who                                      most comprehensive
                              said his government was                                     tobacco laws in
                              determined to make                                          Australia. The first phase
                              Queensland a healthier                                      of the new laws began on
                              place, is this:                                             January 1, 2005 and
                                  “The law makes it                                       included smoking
                              illegal to smoke in any                                     restrictions at major
                              indoor area of pubs and          Stephen Robertson         sports stadiums, within
                              clubs and at any                                           four metres of non-
                              commercial outdoor eating or drinking residential building entrances, within
                              area. It’s a sad fact tobacco smoking is     10 metres of outdoor children’s
                              the leading cause of preventable             playground equipment and between
                              chronic disease and death in                 the flags at patrolled beaches.
                              Queensland. We want to support                 “We have taken a phased approach
                              Queenslanders trying to quit and             to banning smoking in liquor-licensed
                              discourage others from taking up the         premises to give businesses time to
                              habit in the first place. All                amend their practices and prepare for
                              Queenslanders are entitled to enjoy a        the changes,” he said.
                              smoke-free environment.”                       However, clubs, pubs, restaurants
                                 The Health Minister said under the        and casinos are currently enjoying an
                              new laws:                                    amnesty until the end of September,
                                 > The whole enclosed area of liquor-      when health inspectors will begin
                                    licensed premises must be no-          getting tough on any breaches of the
                                    smoking;                               new laws.
                                 > All poker machines at a liquor            In the meantime, a public awareness
                                    licensed premises must be no-          campaign is in progress until the end
                                    smoking;                               of next month.
                                 > Outdoor eating and drinking areas         Its theme is “Smoke-free for Good”
                                    where food or drink is provided as     and according to a Health Department
                                    part of a business, must be no-        spokesperson it aims to inform all
                                    smoking;                               Queenslanders about the specifics of
                                 > Pubs, clubs and casinos may set         the new laws and the health benefits
                                    aside designated outdoor smoking       to the community.
                                    areas where only smoking and             A “Tobacco Hotline” has been
                                    drinking can occur. They can           established that can be accessed by the
                                    allocate up to 50% of their outdoor    public and by vested interests.
                                    liquor licensed area for this purpose.   The number is 1800 005 998 and
                                    These areas must be under the          that line is open 8am-6pm, seven days
                                    control of a smoking management        a week.
                                    plan for the venue.                      There’s also a web site
                                 He said anyone found in breach of

           Club Management August 2006

2006 Mid-Year Executive Leadership Conference - President’s Address
    CMAA President BILL CLEGG reported to the membership of more than 400 delegates at the
  Association’s General Meeting of June 25, 2006, to open the CMAA’s 2006 Mid-Year Executive
   Leadership Conference at Conrad Jupiters on the Gold Coast in late June. Bill addressed the
   challenges - WorkChoices, Smoking Bans, Gaming Tax Legislation and state-based issues -
      facing the CMAA and the new Federal Executive in the wake of the “Henry Years” ...

    would like to start by                  recognising and celebrating the past              the State Government, the unity that
    congratulating the local members of     and those that contributed to it,                 the Club industry displayed now
    the Gold Coast and Brisbane Zones       advancing the Association in a                    comes together to work towards a
for the success of yesterday’s (Saturday,   manner that is appropriate to the                 better industry for the future.
June 24) Charity Race Day. I ask Steve      environment that professional                 > The Industry Working Group - on
Condren (Gold Coast Zone) and Pam           managers are expected to work in                  which the CMAA membership is
Shelton (Brisbane Zone) to convey our       today.                                            represented - will address the
congratulations for raising $30,000 for        I believe that March was a defining            measures required in the short term to
local charities. You certainly have         moment for the Association ... seeing             ensure the sustainability, future
done us proud.                              the end of one era, “the Henry years”,            development and growth of the
  I would like to publicly express my       and the start of another with a most              industry in NSW.
appreciation to my fellow CMAA              successful CMAA Trade Show and                   General
Federal Executive Members for the           Conference at Darling Harbour.                > WorkChoices and the impending
confidence and faith they have placed          The period and events redefined                impact of smoking bans are issues
in me to assume this position and the       how the Association, during a time                across all jurisdictions.
support they have given.                    when it could have been pre-occupied             The Future
  It is appropriate that at this General    with issues such as WorkChoices,                 The Federal Executive, Executive
Meeting of Members that we                  Smoking Bans and Gaming Tax                   Officer Terry Condon and Education
acknowledge the contribution and            Legislation was still prepared to be          Manager Ralph Kober, with the
meritorious service that Jim Henry,         creative and pursue a new direction.          support of the Board of Management
CCM, OAM, provided to the                      The theme of that March                    Studies - and they should be
Association since his election to the       Conference, “Dare to be Different”            acknowledged ...
Federal Council in 1989 and                 typifies the direction of the                    Chairman, David O’Neil, Tony
subsequent election as Federal              Association in the immediate future.          Lycakis, Cameron Provost, Debbie
President in 1992. It is the end of an         The success of the Darling Harbour         Feening, David Hiscock, Tracey Van
era - and those that contributed on the     event, and the early indications of this      Rossum, Luke Simmons and Stuart
Executive during that time should also      conference (CMAA 2006 Mid-Year                Jamieson, ably supported by Student
be acknowledged ...                         Executive Leadership Conference) is a         Services Coordinator Narell Harrison
  > Terry Condon, CCM and CMAA Life         tribute to the Association’s staff who        have this weekend continued the work
      Member                                are committed to ensure the                   on the CMAA’s Business and Strategic
  > Ron Taylor                              Association’s success by providing the        Plans.
  > Hans Sarleymn, ACCM and CMAA            best of services to the membership.              For the Association to maintain its
      Life Member                              Current                                    relevance, it has to continually reassess
  > Greg Pickering, ACCM and CMAA              The CMAA Federal Council has               the needs of the membership and what
      Life Member                           received reports on the latest issues         structure best suits the strategic
  > Barry Stevenson, CMAA Life              impacting on the membership in                objectives, to meet those needs.
      Member                                general and in each jurisdiction in              It is time to commence debate
  > Alan Peter, ACCM and CMAA Life          particular ...                                among the membership on the
      Member                                   A.C.T.                                     structure of the Association to address
  > Craig Fantom, ACCM                      > Membership continues to be a                the future industrial, educational and
  > and the late David Graham.                  challenge. It is hoped WorkChoices        commercial needs of the membership
  The “Henry team” was elected on a             might stimulate membership interest.      in particular and the Association, in
commitment to the Association ... the          Victoria                                   general. The Association’s direction is
“professional pledge” reinforced the        > The issues of the duopoly and the           a message that needs to be
objects of the Association that now             CMAA’s support for clubs to have a        communicated to the members on an
direct our purpose, which are ...               choice.                                   ongoing basis.
   “to foster, promote and protect the         Queensland                                    As practicing managers, it is a
    industrial rights and expand the        > Introduction of total smoking bans -        challenge to get away from our clubs
     professional development of the            arguably more draconian than in other     but the Executive will make an effort
               members”.                        states.                                   to attend regional meetings,
  While the words may change, we, as           NSW                                        particularly as we seek input from the
an Executive are committed to, while        > After nearly three years of fighting with   members.

                                                                               Club Management August 2006

Conference hits jackpot with Aristocrat
    n his Welcome Address to the Mid-Year Executive
    Leadership Conference Dinner, Federal President Bill     1
    Clegg paid tribute to the CMAA’s remarkable
relationship with its sponsors and corporate supporters.
  Twenty-four companies support the CMAA’s Career
Development Centre based at Auburn and sponsor the
Association’s comprehensive Bursary Program.
  Aristocrat Technologies grabbed the opportunity to be
major sponsor of the Mid-Year Conference at Conrad
Jupiters on the Gold Coast in late June.
  Representatives from almost all companies supporting
the CMAA and CMDA attended the Conference
Delegates and Sponsors Dinner in the Gold Coast and
Southport Rooms in the Pavilion Convention Centre.
  Aristocrat’s Northern Region Business Manager Ian
Thompson responded to Bill’s address and thanks
endorsing the company’s support of the conference, the      2
Association and the CMDA.
  It was one of Ian’s last official functions representing
Aristocrat as he has moved on to become CEO of
Independent Liquor Group.
  Aristocrat’s Executive General Manager – Australia and
Asia-Pacific, Warren Jowett, said everyone at Aristocrat
wished Ian and his family well with his new venture.
  “It was a pleasure for Aristocrat to be major sponsor of
such a significant event and I was pleased to hear that it
was such a great success fore the CMAA and everyone
involved,” Warren added.
  During the Dinner, the CMAA also recognised the support of two CMDA
sponsors when Bill presented 10-Year Sponsor Awards of appreciation to Vaughan
Clarke, of Presidential Card, and to Danny Gladstone, of Konami.
  Special guests at the Conference Dinner included ClubsNSW Chairman Peter
Newell OAM, ClubsNSW CEO David Costello, RSL and Service Clubs
Association CEO Graeme Carroll and Leagues Clubs Association of NSW CEO
Peter Turnbull.

                                              1 - CMAA Federal President
 3                                            Bill Clegg presents 10-Year
                                              Sponsor Awards to Vaughan
                                              Clarke (left), of Presidential
                                              Card, and to Danny Gladstone,
                                              of Konami, during the
                                              Delegates and Sponsors

                                              2 - Delegates assemble in the
                                              Pavilion Convention Centre at
                                              Conrad Jupiters for the Mid-
                                              Year Executive Leadership

                                              3 - Aristocrat’s Northern
                                              Region Business Manager Ian
                                              Thompson addresses
                                              delegates and sponsors at the
                                              CMAA’s Mid-Year Executive
                                              Leadership Conference.                                                                                              27
           Club Management August 2006

Attendance exceeds expectations
    am delighted that more than 400                                                      recognised training facility and
    delegates registered for the four-day                                                programs a reality and we must always
    Mid-Year Executive Leadership                                                        appreciate the time and energy it took
Conference on the Gold Coast in late                                                     to deliver his dream.
June.                                                              From                    In recognising Jim's work, it's also
  It would have been easy for many of                                                    appropriate to acknowledge the
                                                                   TERRY                 generous and ongoing support of the
these delegates not to make the effort
to be on the Gold Coast because so                                 CONDON                CMDA's sponsors who make the
many of them attended our annual                                                         education and bursary programs
event in Sydney in March.
                                                Executive Officer                        possible to enhance the learning and
  There was a reasonable expectation                                                     skill levels of club managers across
                                              and it appears to be the ideal venue for
that numbers would be down for the                                                       Australia.
                                              delegates and our sponsors.
Conference, but the strong support of                                                      The Conference social program
                                                The success of the switch from
the industry was reflected in the fact                                                   kicked off with the Combined Gold
                                              Rosehill Racecourse to Darling
that attendance was up by more than                                                      Coast-Brisbane Zones Race Day at the
                                              Harbour and the response to this
25% with the work of the CMDA and                                                        Gold Coast Race Club but the racing
                                              conference is a strong indication that
the support of the Executive rewarded                                                    was washed out.
                                              the CMDA is tapping in to the
with the impressive attendance.                                                            That couldn't dampen the spirits and
                                              professional needs and ambitions of
  The quality of the workshops and                                                       sense of fun of the more than 500
                                              Club Managers right across our
the ever-present ambition among Club                                                     guests who supported the event and
                                              CMAA membership.
Managers to upgrade and enhance                                                          raised more than $30,000 for two
                                                New Federal President Bill Clegg
their professional skills base is reflected                                              Queensland charities.
                                              addressed a Members General Meeting
in the attendance for this conference.                                                     Steve Condren (Gold Coast Zone)
                                              on Sunday, June 25, pledging member
  We have staged the conference at                                                       and Pam Shelton (Brisbane Zone) and
                                              participation in the CMAA's new
Conrad Jupiters for the past five years                                                  their teams have staged this event for
                                              Strategic Plan.
                                                Bill pointed to the Strategic Plan as    the past five years and bring great
                                              encompassing the Club Industry's           credit to the CMAA through their
                                              major challenges that include the          planning and hard work.
                                              Federal Government's WorkChoices             More than 300 delegates gathered
                                              Legislation, the ongoing consequences      for the Delegates and Sponsors Dinner
                                              of Gaming Tax legislation in all states,   and Bill made special presentations to
                                              total and partial smoking bans and         Vaughan Clarke, of Presidential Card,
                                              membership concerns, facing the            and Danny Gladstone, of Konami, for
                                              Association.                               their 10-year support and sponsorship
                                                A lot of issues were discussed and       of the CMDA.
                                              raised at the Members General                Although we partied hard on the
                                              Meeting to open the Conference             Sunday night, a great characteristic of
                                              formalities at Jupiters and Bill, Allan    the Club Industry is that everyone was
                                              Peter, Danny Munk and David O'Neil         on deck and we had a full roll-up for
                                              outlined the new era and the Federal       the first sessions of the Conference
                                              Executive's Strategic Plan to              program on the Monday morning.
                                              responsibly and transparently steer the      My congratulations and thanks to
                                              Association through what are sure to       Board of Management Studies
                                              be challenging times in the coming         Chairman David O'Neil and his team,
                                              years.                                     to Education Manager Ralph Kober
                                                That Strategic Plan involves and         and his capable team of Narell
                                              includes the Board of Management           Harrison and Kerrie Treasure and to
                                              Studies and the membership were very       Catherine Mancuso and Jodie Tipping,
                                              responsive and positive at the General     from CCM Travel, for their help on
                                              Meeting.                                   the Information Desk and the Ted
                                                Bill also paid tribute to immediate      Noffs Charity Golf Day at Robina
                                              past Federal and State President Jim       Woods.
                                              Henry, OAM, CCM, particularly Jim's          The Mid-Year Conference was a
                                              passionate efforts in establishing the     huge success on all fronts and the
                                              CMDA.                                      response from delegates virtually
                                                He said Jim did remarkable work in       ensures there will be a bigger
                                              making the Association's nationally        attendance at the 2007 event.

                                                                               Club Management August 2006

2006 Mid-Year Executive Leadership Conference - Review

Astute Leaders Get Results
       The recent CMAA Mid Year Executive Leadership Conference held in the Gold Coast in late June has been hailed
     as a success by delegates. The range of educational workshops challenged those attending to review their current
      processes and strategic outlook on certain issues within their clubs. The CMAA collaborated with the Australian
      Institute of Management (AIM) and the Customer Service Institute of Australia (CSIA) to present two full days of
     education around Managing the Board and Developing Customer Service Systems while Paul Lyons presented two
       very entertaining and meaningful workshops concerning “Emotional Intelligence” and “Developing a Mentoring
            Program”. CMAA Education Manager RALPH KOBER looks back on the 2006 conference workshops ...

Day 1                                                          more effectively and successfully. Day 1 workshops were
“Managing the Board”                                           a snapshot of some of AIM’s programs.
  Sometimes, the greatest divide in business interest is       Session 1
found at the top of an organisation. To help senior            What Directors Need and What Managers Want - AIM
managers expand their knowledge of corporate                     As we chart a new future for our clubs, the relationship
governance and work more effectively with Boards and           between the Board and Management will become more
Directors, the Australian Institute of Management (AIM)
                                                                 It won’t be about keeping members contented but about
collaborated with Fran Morris and Kate Costello to develop     what ‘The Club’ will be in 5, 10 or 20 years’ time.
a suite of seven Practical Executive Governance                  Increasingly, our discussions will need to be based on
Programs, which were specifically designed to help senior
managers whop work with Boards to “manage” upwards             CONTINUED PAGE 30                                                                                                          29
          Club Management August 2006

2006 Mid-Year Executive Leadership Conference - Review
FROM PAGE 29                                                      They tend to spend too much time micromanaging the
                                                                work of the chief executive and managers, and have little
research and will be more conceptual and strategic.
                                                                time to add value or help managers explore strategic
Invariably, everything we do will be more risky.
  How can we develop a robust, long-term decision-making
                                                                  In this session ways to clearly separate the role of the
environment to cope with a board membership based on
                                                                board from management and help the board to stay focused
direct election and which changes regularly?
                                                                on the long-term interests of the Club rather than the
  In this plenary session, two senior Board members, David
                                                                short-term concerns of members were examined
Trodden from West Tigers and Tony Mitchell from Twin
                                                                  At the end of this session, participants were able to:
Towns Services Club, who have overseen major strategic
                                                                  > Explore the concept of governance;
change challenged managers to focus on What Directors
                                                                  > Identify ways to ensure governance is performance, not
Need to make informed, strategic, yet financially prudent
                                                                     compliance, focused;
                                                                  > Explore ways to clearly separate the role of the board from
  Three experienced chief executives, Bill Clegg Randwick
                                                                     that of management
Labor Club, Tim McAleer Sutherland Trade Union Club
and David O’Neil from Castle RSL Club, offered their views
on working with boards and what managers want to prepare        Session 3
the board to take increasingly important decisions.             Fostering a Board & Management Team - AIM
  Kate Costello, from her governance consulting experience        How often have you heard the clichéd phrase: “It’s better
in membership organisations, facilitated the session and        to have a champion team than a team of champions”?
outlined ways to help manage the expectations of the board        We’ve heard it in sport and now we’re hearing it in
and management.                                                 business.
                                                                  Attention is moving from the individual’s role in idea-
Session 2                                                       generating, innovation and performance to encouraging a
Encourage Your Board to Think Strategically - AIM               team approach to decision making.
  The Board’s role in governing the organisation is different     In this session new skills were explored for influencing,
from management’s role in operations.                           and practical decision-making tools for strengthening
  Many Boards grapple with this distinction.                    decision making.

                                                                                        Club Management August 2006

                 2006 Mid-Year Executive Leadership
                               Conference - Review
  At the end of this session, participants were able to:
  > Identify different methods of engaging the board;
  > Examine practical tools to influence and improve decision making.

Session 4
Monitoring People Performance: New Measures for a New Future - AIM
   Historically, financial reports have been the tool for assessing organisational
performance and managers were assessed on their ability to reach financial
   While financial data still has its place, it is now shared with variety of non-
financial information dealing with members, markets, employees, leadership,
innovation, environment and society - areas that are key to the success of the
                                                            In this session, new
                                    Ralph Kober measures for people
                                                          performance were
                                                          explored, starting with
                                                          the strategic plan,
                                                          defining what managers
                                                          must deliver and then
                                                          asking: “How can we
                                                          measure how
                                                          management and the
                                                          board add strategic
                                                            At the end of this
                                                          session, participants were
                                                          able to:
                                                            > Learn how to use the
                                                               strategic plan to
                                                               develop measures for
                                                            > Explore measures
                                                               which future-focused
                                                               organisations monitor;
                                                            > Explore different ways
                                                               of reporting.

                                                     Day 2
                                                     “Developing a Customer
                                                     Service System”
                                                       With customer
expectations continually rising, the wider business community is becoming
aware of the value and role that customer service plays in achieving
business success. This highly demanding area is arguably the critical
success factor for many organisations. This conference day focuses on how
leaders influence the quality of the customer service they deliver in their
Session 5
Emotional Intelligence Quotient Definition - Paul Lyons
  The set of skills people use to read, understand, and respond effectively to the
emotional signals sent to us by others and by ourselves.
  These skills allow us to understand and adjust our reactions to events and
people, and they enable us to influence others.

CONTINUED PAGE 32                                                                                                       31
         Club Management August 2006

2006 Mid-Year Executive Leadership Conference - Review
                                                               Session 6
 The Four Steps ...
 > Notice what we or someone else is feeling;                  Customer Service for Business Growth and Excellence -
 > What are thoughts accompany that feeling?                   CSIA
 > Where is this feeling coming from? (insight question);         The CSIA has developed Australia’s only formal and
 > What do I want to feel (or what do I want someone else to   nationally recognised Certified Customer Service Manager
   feel?) and how can I make that happen?                      (CCSM) designation. The CCSM recently has become a
                                                               Diploma of Business (BSB01) and the Day 2 workshops
                                                               were snapshots of some programs within the qualification
                                                                  Do you know the lifetime value of one of your customers?
                                                                  Statistics abound regarding the importance of customer
                                                               retention and how it’s easier to keep a customer than get a
                                                               new one.
                                                                  It is not so hard to understand why customer service is
          “Leaders in Currency Equipment”                      important, but determining what customer service really is
                                                               can be more difficult.
                                                                  This session provided plenty of discussion on just those
          1300 736 166                                         issues.
                                                                  Determining the customer, knowing who your customer is
                                                               and sometimes more importantly, isn’t, is another key
                SPECIALISTS IN:                                learning area.
     Single & Double Pocket Note Counters                         Sometimes it can be better to say “no” to new business.
                Note & Coin Scales                                Examples to illustrate what effective customer service
                                                               means across a variety of industries were used.
             Coin Counters & Sorters
                                                                  The message is that we all have customers, no matter
                Lifters & Wrappers                             what industry or part of the organisation we work in.
       Dispensers & Clearance Systems                             Giving the ultimate customer the required result means
            Coin Redemption Centres
             Coin Recycling Systems


                                                               David O’Neill
                                                                                    Club Management August 2006

                       2006 Mid-Year Executive Leadership Conference - Review
providing internal customers in the chain with the support        operational measures together, the balanced scorecard lets
they need.                                                        them see whether improvement in one area may have been
  This session provided an introduction to customer service,      achieved at the expense of another.
offered some sample service delivery models and an                    The “Balanced Scorecard” approach provides support for
inventory of service strategies.                                  measurement that quantitatively links broader
                                                                  organisational performance measures with the more
Session 7                                                         traditional, but critical, financial measures.
The Balanced Scorecard Methodology - CSIA                             The Balanced Scorecard is premised on four key processes
  The information for this session was drawn from “The            ...
Balanced Scorecard” by Robert Kaplan and David Norton.                1. Translation of vision - The vision and strategic thinking are
  The session’s aim was                                                                                    linked into the operational
to describe the general                                                                                    framework;
theory of the scorecard           Brett Whitford                                                              2. Communication and
learnt from the years of                                                                                         linking - This enables
research work complete                                                                                           people to determine
by the Kaplan and                                                                                                how they are going to
Norton team.                                                                                                     contribute to the
  During a year-long                                                                                             strategic outcomes;
research project with 12                                                                                      3. Business planning -
companies at the leading                                                                                         This can integrate
edge of performance                                                                                              diverse improvement
measurement, we devised                                                                                          initiatives into the
a “balanced scorecard” - a                                                                                       financial plans;
set of measures that gives                                                                                    4. Feedback and learning
top managers a fast but
comprehensive view of                                                                                    Session 8
the business.                                                                                            Service Leadership -
  The balanced scorecard                                                                                 CSIA
includes financial                                                                                       Leadership helps make
measures that tell the                                                                                strategy a day-to-day
results of actions already                                                                            reality.
taken.                                                                                                   Unless top managers
  And it complements                                                                                  profess the religion of
the financial measures                                                                                customer service,
with operational                                                                                      employees will view the
measures                                                                                              most elegant strategy as
  of customer                                                                                         just another easily
satisfaction, internal                                                                                ignored public relations
processes and the                                                                                     campaign.
organisation’s innovation                                                                                Leaders of
and improvement                                                                                       organisations which
activities - operational                                                                              produce outstanding
measures that are the                                                                                 service repeatedly
drivers of future financial                                                                           pronounce their beliefs
performances.                                                     and back up their words with actions, often dramatic ones
  It provides answers to four questions:                          that become corporate legends.
  1. How do customers see the organisation?                         Their goal is to nurture a service culture that will shape
  2. What must the organisation excel at?                         employee behaviour more effectively than rules and
  3. Can the organisation continue to improve and create value?   regulations can.
  4. Does the organisation look attractive to shareholders?         They make service everybody’s business and empower
      While giving senior managers information from four          workers to make on-the-spot decisions in the customer’s
      different perspectives, the balanced scorecard minimises    interest.
      information overload by limiting the number of measures       “Effective service leadership can be hard on middle
      used.                                                       managers accustomed to giving orders instead of coaching
  The balanced scorecard forces managers to focus on the          employees to act independently. But cutting through red
handful of measures that are most critical.                       tape and blasting bureaucracy is key to delivering great
  It guards against “sub-optimisation”.                           service.”
  By forcing senior managers to consider all the important        CONTINUED PAGE 36                                                                                                                    33
     Club Management August 2006

2006 Mid-Year Executive Leadership Conference


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