An interview with

How long have you been the Manager/GM of Crookwell Services Club?

I took up the position in 2016, and I don't think I really knew what I was getting myself into but here we are 7 years later.

How did you start your career in the Club industry?

I started behind the bar on weekends to financially support myself whilst studying. I then took on more responsibility by stepping into an events and functions role before taking the GM role when it became available. I had not worked at any other clubs before Crookwell Services but have a lot of hospitality experience.

Who have been key people who have influenced your career and taught you some key lessons?

Nerida Grant the CEO of Club Engadine being a Crookwell local from way back made her staff and resources in Engadine available to mentor me and my staff and help turn my club around.

Being only new to the industry, it was such a great opportunity to be able to experience how things are done on a larger scale which gave me the confidence to implement much-needed change at my venue.

What do you like about the industry? What are the positives that keep you going each day?

Being a small town, it is easy to see the direct impact we make in our community. Not only as the biggest venue in town for hosting local events, and as a sponsor of local sporting organisations, but we enhance members' wellbeing by offering a comfortable environment for patrons to socialise with the staff and other members. I have met many people and formed relationships that I wouldn't have outside of this environment and am grateful for this.

Since I started in my role, the club has gone from making consistent losses to making consistent profits, and I am excited about what this means for the club's future. I am also proud to encourage a positive workplace where we support all of our staff and their varying personal situations. All of these things keep me going each day.

What have you learned from your experience in the industry that you could pass on to aspiring CEO’s and Directors?

Learn to have a thick skin, work/life balance is important, network with other Club leaders at every opportunity.

What are the future plans for Crookwell Services Club?

We are about to settle on the purchase of the club premise which is going to give us the option to take our club in a new direction whilst still respecting and supporting our returned and active servicemen and women. This paired with a strong balance sheet, means we are in a position to start working on 'grand plans' for our venue.

If you think one thing has the potential to disrupt the industry in the next 5-10 years, what is it?

Of course, the hot topic of Cashless Gaming is likely to disrupt the industry, especially venues like mine that may not have the same opportunities as bigger clubs to generate profitable alternate income streams. We’ve been trying to diversify for some time so we’ll need to explore if there are untapped sources of diversification that might suit us here.

Throughout 2023, thanks to a grant from Women in Gaming & Hospitality Australasia, the RSL & Services Clubs Association is bringing a Leadership Roundtable Series and Mentoring Program.

In a post COVID world, and with industry change coming down the line, we need every tool in the toolbox to maintain a competitive edge. Different perspectives enable us to challenge old ways of thinking and to come up with novel solutions to problems in a new business landscape.

Bearing in mind as well, that most clubs are operating in a tight job market, and so we need to entice new entrants to the industry by creating an attractive, inclusive and accessible environment for women to work in.

One way we can do this is by developing the women in our clubs and broader industry, providing access to leadership programs such as this one. The other way we have identified is to draw on industry mentors, and so we are offering the RSL&SCA’s Mentoring Program as part of this initiative. If you would like to be a mentor as part of this program, or to be mentored, get in touch with Kylie in our team via kyliegordon@rslservicesclubs.com.au

This grant provides a strong platform for women in the industry to share stories of their leadership journey and develop networks to inspire and ignite further development. “WGHA was delighted to be able to support the RSL & Services Clubs Association through their grant application as they work to improve the outcomes for women across our industries. Their roundtable events will create many opportunities to both showcase the inspiring women that serve in our industry and the talent of the

Although the WGHA itself is winding up, work in this area will shift to an ANZ regional chapter with Global Gaming Women (GGW).

The first roundtable, held in mid-May, looked broadly at leadership lessons. Upcoming roundtables will look at negotiating and influencing, career development and profile raising, and an action plan for 2024 and beyond.

Speakers include women inside the industry but also outside, to bring broader examples to the groups. Each roundtable also has an opportunity for an all-in discussion about the challenges and opportunities. Participants provided feedback such as “I really enjoyed the intimate, informal setting that supported genuine connection and honest communication.”; “The speaker was amazing - her journey of triumphs and tribulations was well articulated and transparent.” and “Both speakers were very interesting and direct with tips and commentary regarding experiences.”.

Developing leadership capability of women in our industry will make us all stronger and deliver more robust businesses. We have an opportunity to make a difference on both an individual and organisational level.

If you would like to hear more about upcoming roundtables contact Kylie via kyliegordon@rslservicesclubs.com.au