GMA Journal (Autumn 2024)

Golf Management Australia would like to sincerely thank all our valued partners for their ongoing support of GMA and our members.

MAJOR PARTNER of Golf Management Australia

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From the Chair

AARON MUIRHEAD

Congratulations to our newest CCM (Certified Club Manager) graduates, Fiza Errington, Nicole Martino and Craig Skimming who were acknowledged at the CMAA World Conference in Las Vegas this month. Along with Simon Andrew, who achieved this distinction late last year, GMA now has ten CCMs and the numbers are growing quickly.

Australia was well represented at the world conference with other members also attending including Andy Curtis, Ian Crews, Inoka Gamage, Andrew Laplain, Joe Sinnott and from the GMA board, Kieran Semple and Mark Tan. Also in attendance was Jeff Blunden along with GBAS partner and GMA Life member, David Burton.

The process to vote to the One GMA model from the One Management operation model is proceeding well. Prior to Christmas, Life, Full and Regional members of GMAQ approved all resolutions related to joining GMA and we're thrilled to report that on 26th March, GMANSW members voted their support of One GMA. In coming weeks, GMV will vote on 18th April, GMASA on 3rd May and GMAWA on 7th May.

A position paper outlines the new model, the increasing services on offer, and the financial health and membership of GMA. We’re delighted to report that membership has grown over the four years of operating the One Management model under services agreements by 29.5% with increasing numbers in all five states. Growth in this financial year is 7.5% and counting.

An important element in the transition to One GMA has been a revised constitution reflective of the change. This was recently completed with the advice of consultants, CPR Group and our honorary solicitor, Michael Horton. The board also engaged all state executives and we

appreciate the support and guidance by all parties which has delivered a constitution that is supported by the states. As we’ve operated GMA as a One Management model for five years, the most significant changes shall be more structural than operational.

The constitution outlines that existing state members shall form chapters and have a state elected chapter committee that selects their GMA board representative. In addition to the director chosen from each state chapter, the board shall have two independent directors. This is inline with our current board formation.

The GMA/ASTMA Conference & Trade Exhibition from 16th to 20th June is shaping up to be an event of great learnings for members from our lineup of keynote speakers. Registrations are flowing in faster than in 2022 as members appreciate it's an event not to be missed. At the conference, we’ll be acknowledging GMA members of 15+ years. We’ll be writing to these members shortly.

In addition to gaining a wealth of knowledge on best practices in golf management, it will be a terrific networking event with your peers, providing lasting benefits through access to shared knowledge. It's also a chance to see what products and services are on offer via our corporate partners and trade exhibitors.

The golf world is very busy on many fronts. In March, there have been many activations for Women’s Golf Month and in April, The Grange in Adelaide will be hosting an even bigger LIV Golf event. We wish Barry Linke all the best on his hard-earned retirement following the event.

We very much look forward to seeing members in June.

Golf Management Australia (GMA) is a national body representing the golf club management industry with a vision of developing and supporting leaders in the profession of golf and club management in Australia.

Golf Management Australia Ltd.

PO Box 859

CROYDON VIC 3136

www.golfmanagement.com.au

BOARD OF DIRECTORS

Aaron Muirhead (Chair) Oxley GC, QLD

Kieran Semple (Deputy Chair) The Coast GC, NSW

Gavin Burt Lake Karrinyup CC, WA

Brenden Ellam Castle Hill CC, NSW

Barbara Kelly Chirnside Park CC, VIC

Mathew Loughnane Yarra Yarra GC, VIC

Mark Tan Royal Adelaide GC, SA

GMA TEAM

Paul Vardy Chief Executive Officer

Leigh Monti Commercial Manager

Courtney Flores NSW Ops. Manager, Nat. Programs

Mike Orloff QLD Ops. Manager

Rod Haines VIC Ops. Manager, Nat. Finance

Jodie Alaban WA Ops. Manager

David Brand SA Ops. Manager, Nat. Media & Comms.

Contents may not be reproduced without written permission.

Views expressed in editorial contributions do not necessarily reflect the opinions of this publication and it’s management.

BOARD OF DIRECTORS & MANAGEMENT

Golf Management Australia

From the CEO

PAUL VARDY

In recent weeks I’ve had the pleasure attending GMA events in South Australia, Western Australia and Victoria. It’s been a chance to meet members, sneak in a game of golf, learn from presenters and speak about One GMA and what it means for members into the future.

I’m often saying that GMA members are a truly great bunch and it doesn’t matter which location you find yourself in, it’s always a pleasure to meet and talk about the jobs of running clubs and golf facilities.

As Aaron has mentioned, GMAQ and GMANSW have voted in favour of One GMA and it’s a big few weeks as voting members of GMV, GMASA and GMAWA consider the proposal. GMA is in a great place and we hope that members share in the vision of future growth and prosperity of the association.

As we release this edition, 30 members have just completed the BMI Food & Beverage Management week of study in Sydney (see image below).

We’re grateful to all the presenters and for the assistance of Barnaby Sumner, general manager from Pennant Hills GC who hosted Wednesday with an on-the-ground club experience. Thanks also to Courtney Flores our programs manager for expertly coordinating the week.

AI issues are all the rage and keep evolving at a cracking pace. Just last week we had 150 register for the Practical Use of AI in the Golf Club webinar. It was a fascinating insight into the greater in-depth use of a tool such as ChatGPT. The recording is available on the GMA webinar page of our website.

We’re excited in the run home to the GMA/ASTMA Conference & Trade Exhibition in Brisbane from 16th to 20th June. The speaker line-up is extensive with MC Tim Gilbert, Mark Carter, Adam Spencer, Juliette Tobias-Webb, Claire Madden, Cameron Swabb, Olly Bridge, plus from the USA, Ray Cronin and Gregg Patterson. The trade exhibit is going to be a chance to meet product and service providers, stimulating ideas for your club and saving time on meetings.

Leading in to the conference in June, Ray and Gregg will be part of a valuable governance summit put on by GBAS, who will invite board members as well.

We hope you enjoy this Autumn journal with lots of reports on GMA events around Australia and what’s coming up.

To the right of this column are the various changes in membership and we particularly welcome our new members. If you’re at an event with new members, make a special effort to introduce yourself.

Finally, thanks to all of our corporate partners, and our major partner Schweppes, whose support makes the activities of our association possible.

We can’t wait to see you all in Brisbane in June.

RECENT INDUSTRY MOVEMENTS

Former 13th Beach GL GM, Craig Skimming, has been appointed to one of the most sought after GM seats in Australia, just in time for the 2024 LIV Golf Adelaide tournament at The Grange GC. He commences in early April, with the retiring Barry Linke set to depart mid-year, after 35 years in the job.

Experienced golf management professional, Jane Bell, has moved from the GM role at Brookwater G&CC to take up an Operations Manager role at Oxley GC.

Cronulla GC has recently appointed Lee Owens to the vacant GM role, following the departure of Derryn Weigand, who leaves after 8 years at the club.

Richard Hogg has been appointed GM at Randwick GC, after temporarily filling the role in a locum position since December.

NSW GC has promoted Kate Shanks, recent GMANSW women's scholarship recipient, to executive manager after four years as club operations manager.

Wembley GC's operations manager, Jason Roach, has been promoted to GM, replacing Josh Madden who left in late 2023 to take on the GM position at Killara GC in Sydney. In the WA provisional ranks, Nigel Cameron has joined the team at Belgravia Leisure, with Dave Anderson appointed in his place as house manager at Western Australian GC, whilst Melissa Castaldi has been appointed house manager at Hartfield GC. After a short stint as GM at Broome GC, Jules Bonner has left to pursue other opportunities.

Former Melville Glades GC and Cottesloe GC GM, Leon Platel, returns to GMA following his appointment as GM at Capel GC.

Tony Treeve has left Darwin GC after a short stint, leaving the industry to open a wine tour business in Margaret River.

NEW GMA MEMBERS

New South Wales

Bree Arthur* (Royal Canberra GC); Sean O'Brien* (Moore Park GC); Damon Green* (Cumberland CC); Lawrence Day* (Avondale GC); Lee Owens (Cronulla GC); Cameron Johanson* (Oaks Cypress Lakes); Victoria Trikilis* (NSW GC); Peter Davies (Hawks Nest GC); Queensland

Brad Lambe* (Pacific GC); David Roche (Mackay GC); Sherry Chen* (Wynnum GC); Kevin Dilks (Windaroo Lakes GC); Kane Nusteling* (Cairns GC); Tamara Giles* (Noosa GC);

South Australia

Jordan Bishop (Little Para GC); Julie Beyers* (Westward Ho GC);

Victoria/Tasmania

Michael Corcoran (Goonawarra GC); John Thalassinos (Hidden Valley Resort); Clint Dupe* (Barwon Valley GC); Jasmine Davis* (Barwon Valley GC);

Brigette Jones* (Yarra Yarra GC); Nicole Smith* (Patterson River GC); Drew Curtis (Shepparton GC); Matthew Marles* (Lonsdale Links); Christopher Mandas* (Kooringal GC); Tyler Marotti* (Cranbourne GC);

Western Australia

Dave Anderson* (Western Australian GC);

* Provisional members

INTRODUCING STRANGELOVE DOUBLE GINGER, A SPICY, REFRESHING GINGER BEER WITH HALF THE SUGAR AND TWICE THE HEAT. IT MAY NOT IMPROVE YOUR GOLF GAME, BUT WE GUARANTEE THE ONLY WEDGE THAT MATTERS NOW IS A LIME.

OFFICIAL DRINK OF THE 19TH HOLE

What's to come in 2024!

COURTNEY FLORES • National Programs Manager

As we embark on the exciting journey that is 2024, we're delighted to share with you the latest happenings and upcoming opportunities within GMA.

Our calendar has a diverse range of events tailored to meet your interests and professional growth. From golf days to enriching business meetings and skill-enhancing professional development opportunities, we have something for everyone.

A heartfelt thank you to all the clubs that have generously offered to host these events; your support makes it all possible.

For those who joined us on 13th March for our AI webinar, we hope you found it as enlightening as it was engaging. The insights shared during the session promise to revolutionise how we approach tasks within our clubs. If you missed out, fret not! The recording is available for you to catch up on the invaluable learnings and share them with your colleagues. Trust me; there are some gems in there that can streamline your workload and enhance efficiency.

Anticipation is growing as we finalise the program for the 2024 GMA/ASTMA Conference & Trade Exhibition.

We're thrilled to announce that it's 99% complete and promises to be an extraordinary week filled with learning, networking, and, of course, fun!

If you haven't already secured spots for yourself and your team, we urge you to do so promptly. This is an opportunity not to be missed and your presence will only amplify the experience for all involved.

As always, your feedback and input is invaluable to us. We're here to serve you better and your suggestions help shape the future of our association.

If there's a particular topic or speaker you're eager to see at future events, don't hesitate to reach out. Your voice matters and we're listening to ensure that our offerings align with your needs and aspirations.

In closing, we want to express our gratitude once again for your ongoing support and enthusiasm.

Together, we're shaping a vibrant association that thrives on collaboration, learning and growth.

Click here to view upcoming events for 2024 on the GMA website.

GMA Connect: Join the conversation

With 842 discussions and 70 logged items in the library, GMA members are engaging with GMA Connect to share questions, knowledge and resources.

Join the conversation – share with your colleagues, or simply read the threads and stay informed. Thanks for your contribution..

GMA members can go to connect.golfmanagement.com.au and use your GMA sign-in and password to join in the conversations.

BMI Club Management

GMA, in partnership with the Club Managers Association of America (CMAA), is excited to offer the BMI 'Club Management' program for GMA members in August 2024.

Dates

Monday, 19th August to

Friday, 23rd August 2024

Venue

Huntingdale GC, Melbourne

Costs

GMA Members - $2,300 +GST Non-GMA Members - $2,500 + GST

Places for BMI ‘Club Management' 2024 are limited. We would encourage those interested to register early when registrations open.

For more information, click here to visit the BMI page on the GMA website.

From theory to practice: Experiences shared at BMI F&B management

From 18th March, a week-long BMI (Business Management Institute) Food & Beverage Management course was conducted in Sydney aimed at enhancing hospitality practices within the club setting.

The course attracted 30 participants from various club roles including general managers, hospitality and operations managers, as well as finance and accounts personnel, ensuring a diverse mix of perspectives and experiences.

Participants heard from an array of speakers, none better than Liz Perkins from New Zealand, whose topics included hospitality sales and marketing, the guest experience, promotion, continuous improvement, end-to-end stock management best practice, wages and planning for financial mastery.

It was terrific to also have former BMI Food & Beverage Management participant, and clubhouse manager

at Oatlands GC, Karah Chapman, share her expertise on innovation and creativity in the club setting.

We appreciate all the fantastic facilitators and presenters including GMA Life member, David Burton, from GBAS, and Joe Turnaturi, Resch Sampanther, Alison Trapnell and Victoria Felsman from TAFE NSW.

As a special treat, participants got to see the Pennant Hills GC in operations and hear from Barnaby Sumner and his team about their clubhouse redevelopment, the impact of pizza, and event management. This immersive experience provided practical insights into real-world club management and we very much thank Barnaby for his offering. It was the perfect way to break up the week that was otherwise in the large setting of TAFE NSW’s Ultimo Campus.

Participants enthusiastically engaged with presenters and content throughout the week. Beyond formal sessions, networking opportunities allowed for the exchange of insights and experiences among industry professionals, enriching the learning experience.

PAUL VARDY • CEO, Golf Management Australia

Main Image (left) - BMI Attendees:

Jason Atkins (Pymble GC), JP Leaf (Secret Harbour GL), Lee Owens (Cronulla GC), Frank Byrne (Wolston Park GC), Andrew Pryn (Devil Bend GC), Victoria Trikilis (NSW GC), Mario van Zyl (Mollymook GC), Matthew Lang (Beerwah GC), Sam Howe (Oatlands GC), Lisa Kelly (Chirnside Park CC), David Campion (Bonniedoon GC), James McCleery (Riversdale GC), Rob Blain (EastLake GC), Hannah Mead (Ballarat GC), Chelsea Synon (Rosanna GC), Andrea Grieve (Oatlands GC), Aaron Gaulke (Metropolitan GC), Lloyd Miller (Federal GC), Oscar Morris (Neangar Park GC), Mark Lazenby (Cardinia Beaconhills GC), Katrina Griffiths (Pymble GC), Bronwyn Steele (Pennant Hills GC), Kane Hyams (Glenelg GC), Jade Henderson (The Lakes GC), Chris Mandas (Kooringal GC), Ben Russell (Long Reef GC), Adam Hayes (Patterson River GC), Alfy Ancayan (Portsea GC), Rhys Opdecoul (Rosanna GC) , Courtney Flores (GMA), David Scott (The Lakes GC).

While participants received a broad array of theoretical, technical and hands-on experiences, it was the social connections formed during the week that truly embedded the learning.

Camaraderie and collaboration among peers contributed to a holistic learning environment.

Congratulations to all involved in the successful execution of the BMI Food & Beverage Management course.

A special thanks to GMA's programs

manager, Courtney Flores, for her exceptional coordination and style in organizing the week-long event.

The BMI course equipped participants with the skills to drive positive change and innovation within their club environments. The collaborative effort of all involved ensured a transformative learning experience, setting a benchmark for excellence in the hospitality industry.

ABOUT BMI

We’re thrilled that this week introduced 18 new people to the BMI program, taking the program’s total participants to 161.

Skill enhancement is vital in a fastchanging world where expectations continue to increase and comparisons are made between clubs. The BMI program responds to this changing landscape, providing innovative presenters in a dynamic educational setting.

We encourage all members to consider the program for themselves and their senior staff.

GMA Membership

Golf Management Australia (GMA) is a national body representing the golf club management industry with a mission of developing and supporting leaders in the profession of golf and club management.

What you get when you join GMA?

GMA’s amazing range of benefits come in four key areas:

INDIVIDUAL PROFESSIONAL DEVELOPMENT

Access to state based professional development and business meetings, national and state conferences, the world recognised Business Management Institute (BMI) training program in leadership and management skills. GMA provides a range of generous bursaries, discounts and rebates to professional development events in Australia and conferences abroad.

MEMBERSHIP SUPPORT & DEVELOPMENT

Access to member only tools and resources, member surveys and salary benchmarking, webinars and GMA Connect. GMA Connect is an amazing member only discussion thread allowing you to stay updated on issues and questions raised by managers for managers. Want to know from your peers about online voting, hole signage, refund policies, lifestyle memberships, house accounts, golf simulators, senior memberships and dozens of other topics? Become a member.

HEALTH, WELLBEING & BENEFITS

Connecting and networking with colleagues at golf days and social events is perhaps the biggest benefit of membership. GMA Member Directory allows you to know who’s running what clubs and how to connect with them. GMA’s Member Assistance Program offers free phone support for you, your immediate family and your staff. Members also have access to phone advice from GMA’s Honorary Solicitor on issues related to your personal circumstances such as employment issues.

STAKEHOLDER RELATIONSHIPS & INDUSTRY ADVOCACY

GMA advocates for the betterment of golf club management across the broader industry and golfing landscape. GMA contributes to industry initiatives such as Vision 2025, MyGolf and sits on the Australian Golf Industry Council where research is developed for the industry. GMA maintains close relationships with peak golf bodies, and has a range of corporate partners who are integral to the funding of GMA services..

What Membership options are available?

GMA offers a range of annual* membership options to suit the needs of the industry. FULL

Available to a person who is a professional secretary or manager, or similar responsible position, of a golf club or facility in Australia. $625.00

PROVISIONAL

Available to a person who is a professional assistant secretary or assistant manager, or similar responsible position, of a golf club or facility in Australia. $313.00 REGIONAL

Available to a person who is a professional secretary or manager, or similar responsible position, of a golf club or facility located in excess of 150km from an Australian capital city.

$356.00

* Annual fee is inclusive of GST and applicable from 1st July 2024.

membership is available to anyone who works within the golf club management industry, including general managers, assistant general managers and other senior management roles. Visit www.golfmanagement.com.au for more information on GMA membership and the services we provide.

Reflecting on a Successful Webinar: AI in Management Communication

We're pleased to share insights from a recent webinar that received significant engagement from our members.

Presented by Gihan Perera, the session focused on the practical applications of Artificial Intelligence (AI) in daily management communication.

The webinar attracted 150 registrations, indicating a notable interest among our GMA members in exploring AI's role in management.

Gihan provided practical insights into how AI can enhance efficiency and effectiveness in management communication. The session aimed to equip management staff with actionable strategies for leveraging AI

tools in their daily operations.

Gihan, a recognized expert in the field, shared his expertise on AI integration in management communication. His pragmatic approach provided attendees with valuable takeaways to consider implementing in their roles.

For those unable to attend the live session, the webinar recording is now available on our website. This ensures accessibility for all members, allowing them to benefit from the content at their convenience.

As we reflect on the webinar's success, we acknowledge the growing significance of AI in modern management practices.

We extend our appreciation to Gihan for his informative presentation, and to all participants for their engagement.

We also thank Courtney Flores, GMA’s programs manager for hosting the webinar.

GMA will look to do more online webinars on topics with the advantage of allowing access to all members across the country at one time as well as having the presentations recorded for the future.

View the AI webinar here.

Winners crowned at WA Golf Industry Awards Night

An audience of 500 attended WA Golf Industry Awards night at Crown Perth on Friday, 22nd March.

The annual event celebrates all facets of the previous 12 months of WA golf, with clubs, facilities, players, coaches, volunteers and employees across the sector recognised for their excellence.

Eighteen awards were presented on the night and amongst the wonderful winners were our own members, Fiza Errington (Gosnells GC), Nicole Martino (Western Australian GC), who were presented with their Certified Club Manager certificates.

Not only were Fiza and Nicole our first WA recipients of a CCM, they were also the first two women to achieve this designation.

Nicole also won the WA PGA Management Professional of the Year award, whilst ROyal Fremantle's Jessie Krznaric was awarded the Employee of the Year which was sponsored by GMA corporate partner, MiClub. In the Club of the Year awards, Bunbury GC took out best regional club with Joondalup Resort winning best metropolitan club.

GMAWA's CCM designates - Fiza Errington (left) and Nicole Martino (right) with GMAWA chair, Damien Todorovic

TROPHIES THAT IS!!

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GROWER BEST SINGLE VINEYARD

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GMANSW opening event on the Coffs Coast

The 2024 GMANSW opening event on the Coffs Coast, held on 25th and 26th February, brought together a small group of members and we are very grateful for everyone who travelled for the regional event.

The weather on Sunday was well below par and forced a cancellation of golf at the beautiful Coffs Harbour GC. Despite the Sunday event not going ahead, the day was not lost and instead turned into a long lunch filled with great networking and conversation.

Monday saw the group move to Bonville Golf Resort, where we were welcomed with blue skies and warm tropical weather, setting the stage for a memorable day of golf and camaraderie.

The course looked absolutely magnificent, as one would expect from Bonville, and the scores matched the day. Robbie Stevenson (Links Shell Cove) scored a solid 40 points to win the singles event from Ben Russell (Long Reef GC) who fell one short on 39 points. David Lulham (Nelson Bay GC) came in 3rd, with 38 points, off a handicap of +1.

The 2BBB event was won on a 3-way countback by local GM, Brad Daymond

and Joel Monahan (Golf & Utility), with 45 points.

We extend our heartfelt gratitude to Paul from Coffs Harbour GC and Brad from Bonville Golf Resort for graciously hosting the weekend. Your support of our association is truly invaluable and greatly appreciated.

Thank you to those members who travelled from far and wide for the 2-day event. A special shoutout goes to the dedicated team from Mollymook, who embarked on a nine-hour journey by car to join us for the event. Your commitment and enthusiasm exemplifies the spirit of our community, and we are grateful for your participation.

A special thank you also to GMA chair, Aaron Muirhead, who also joined us for the event.

We would also like to express our sincere appreciation to Schweppes and Club Car for their unwavering support of GMA. Your continued partnership enables us to host successful events and advance our mission of promoting excellence in golf management.

Thank you once again to everyone involved for making our opening event a success. We look forward to many more opportunities to come together, enjoy the sport we love, and strengthen our bonds as a community.

CAMERON HARVEY

• GMANSW Captain

GMANSW votes in favour of amalgamation at EGM & PD day

North Ryde GC played host to an extraordinary general meeting (EGM) of GMANSW on 26th March, with members voting to approve the proposed One GMA amalgamation, marking a significant milestone in the association's journey.

After five years of operating under a One Management model through a services agreement with GMA, the decision to formalise the amalgamation was met with resounding approval.

The move to adopt the OneGMA model promises to strengthen our collaborative efforts and enhance the effectiveness of our operations. We look forward to the opportunity of working closely with all states under a unified framework with GMANSW pledging its full support to the national body in leading the association forward.

Following the EGM, GMA corporate partner, Bidfood, presented information to members about their products. We extend our thanks to Bidfood for their ongoing support, which plays an integral role in the success of our association.

The day continued with a professional development session led by Jay Pottenger from EQ Minds. Jay shared invaluable insights on minimising digital distractions and offered practical productivity tips applicable to both home and work settings. The session proved to be beneficial, leaving attendees with actionable goals to implement in their daily lives.

Adding to the day's highlights was a tour of the clubhouse, led by general manager, Anthony Ryan. Particularly noteworthy was the unveiling of the newly renovated sports bar, which left a lasting impression on everyone in attendance.

Lastly, no gathering would be complete without a moment of celebration and we were delighted to extend warm wishes, and a cake, on a happy 50th birthday for GMANSW chair, Brenden Ellam.

As we reflect on the events of the EGM, it's clear that GMA is poised for continued growth and success. With a unified vision and support from our members, partners and staff team, we look forward to embarking on this next chapter together.

Here's to a future filled with collaboration, innovation and shared achievements.

Kooyonga's Brett Lewis wins first Salver event

Kooyonga's Brett Lewis has taken out his first NSW Salver, played at The Grange GC on Thursday, 15th April.

A good field of 19 players teed it up in the opening golf event of the year, which followed the GMASA annual general meeting.

Originally donated by the New South Wales Division of the Golf Club Secretaries and Managers Association of Australia, the NSW Salver was introduced in 1972, and prior to this year, no Kooyonga representative had won the trophy.

Lewis scored an impressive 39 points around The Grange's East course, of which the closing nine holes comprise the front nine of the LIV Golf composite course - and an even better score given tournament preparations were already highly noticeable with deeper and thicker than usual rough evident across those holes.

With the Salver itself only open to Full GMASA members, Lewis comfortably took the win by seven points - Mount

Osmond's Damian Wrigley being the closest GM on 32 points.

Amongst the rest of the field, the runner up on the day, also from Kooyonga, and only one point behind his boss, was Ross Steedman on 38 points, whilst Schweppes' Darryn Conway placed 3rd with 36 points.

Earlier in the day, 23 GMASA Life, Full and Provisional members attended the annual general meeting, at which the current SA executive - Mark Tan (Royal Adelaide GC), Brett Lewis (Kooyonga GC), Daniel Loveridge (Blackwood GC), Steven Freeling (Westward Ho GC) and Robert Vincekovic (Glenelg GC) were re-elected unopposed for a further 12 months.

GMA CEO, Paul Vardy, was in attendance to present to members on the proposed One GMA amalgamation process.

With GMASA members offering general support for the concept, it was advised that a special general meeting would be held soon to officially put the amalgamation to a member vote.

Details of this meeting will be sent to members in due course.

WE NEED YOUR INPUT!

To assist us in better informing and educating our members, we need your assistance to continue providing relevant, interesting and unique stories from within the golf management industry that we can share in this journal.

If you would like to write a piece for the GMA Journal, we’d certainly love to hear from you.

Please send your material to our Media & Communications manager, David Branddavid.brand@golfmanagement.com.au

A reminder about the FREE services included in your GMA membership

GMA MEMBER ASSISTANCE

PROGRAM

The GMA Member Assistance Program (MAP) is provided to GMA members and their immediate family through our service provider, Acacia EAP. Acacia EAP are a national independent service provider specialising in supporting people in dealing with personal or work-related issues in a positive way.

GMA HONORARY SOLICITOR

Golf Management Australia offers its members the services of Michael Horton, from law firm RBHM Commercial Lawyers, in the role of Honorary Solicitor. The role is intended to enhance and assist General Managers/GMA members in delivering a more valuable service to their golf clubs and Boards.

DAVID BRAND • SA State Operations Manager

GMs & Staff networking sundowner: A day of fun and networking

JODIE ALABAN • WA State Operations Manager

The Leederville Sporting Club, located on the outskirts of the Perth CBD, was abuzz with excitement on Monday, 12th February, as it played host to the GMs & Staff Networking Sundowner.

General managers and their staff from various clubs gathered for an afternoon of camaraderie, networking and good old-fashioned fun.

The event took place at the club's picturesque lawn bowls area, providing the perfect backdrop for an afternoon of relaxation and socializing.

The atmosphere was vibrant, filled with laughter and friendly competition. Participants enjoyed the opportunity

to escape the pressures of their everyday work environment and enjoy a few hours of leisurely activity.

A big thank you to the team at Leederville for hosting and a special thank you to our members for their support of the event. Your enthusiasm and participation are what make events like these so successful.

We look forward to future opportunities to connect and collaborate with our colleagues in the industry. Here's to many more networking sundowners in the future!

“GREAT CUSTOMER EXPERIENCES DON’T HAPPEN BY ACCIDENT."

Elevating customer experience with Nienke Bloem

JODIE ALABAN • WA State Operations Manager

GMAWA's recent professional development workshop, held at the prestigious Royal Perth GC, and supported by our corporate partner, Bidfood, was a resounding success.

The workshop featured renowned global customer experience expert, Nienke Bloem, who shared invaluable insights on delivering exceptional customer experiences at our golf clubs. Some members may recall Nienke's presentation at the 2017 GMA national conference in Adelaide.

Over the course of three engaging hours, Nienke delved into the six customer experience framework pillars: strategy, insights, measurement, design, organisation, and culture.

Attendees gained a deeper understanding of these pillars and learned practical strategies to implement them effectively.

One of the key takeaways from the workshop was the importance of customer journey mapping. By looking through the eyes of our customers, we can identify areas for improvement and enhance their overall experience.

The workshop was a transformative experience for attendees, equipping them with the knowledge and tools to elevate customer experience at their golf clubs.

We are grateful to our GMA members and Bidfood for their support in making this event a success.

It was “Beer o’clock” in Queensland last month

WELL, IT'S ALWAYS BEER O’CLOCK SOMEWHERE IN THE WORLD!

MIKE ORLOFF • QLD State Operations Manager

A group of GMAQ members recently attended an education day and brewery tour held at the XXXX Brewery in Brisbane.

GMAQ members were greeted by staff with barista coffee and some muffins to start the day of networking with many members not having caught up since November last year.

Before the official tour started, we were ushered into a private theatre to hear from the head sales manager for Lion. He explained all about the various beers available as well as the tools they use to assist clubs in determining proper pricing and product mix. The info offered great insight into big beverage operations and how to be competitive in your own market. We then headed off to start the tour.

The 90 minute brewery tour takes you through the 145+ year history of Queensland’s most iconic brewery - including how the beer is made, bottled and, of course, delivered around the country.

We learned all about some of

Australia’s favourite brews, their world-class brewing methods, and how to pour the perfect beer.

Their interesting story started back in 1878 with a wide-eyed and crazy dream. Two brothers, Nicholas and Edward Fitzgerald, had one goal in life: to create the finest ales known to man, loved by generations across this sundrenched land. After starting out in Castlemaine, Victoria, the boys decided they needed a world-class brewery (and warmer weather), so they packed their bags and headed to Brisbane.

They bought an old distillery and on 13th September of that year, the first beer was sold. And so the Castlemaine Brewery was born, known today as the home of XXXX.

Of course as the tour ended, we had all stricken up a great thirst, so onto the beer tasting paddles!

Lunch followed in the main restaurant area and, as expected, washed down with another tasting!

If you are ever in Brisbane, we would recommend taking the tour. It's a pretty cool venue and even better insight into the beer industry.

Successful GMA Victoria staff golf day

ROD HAINES • VIC State Operations Manager

The GMA Victoria staff golf day, proudly supported by De Bortoli Wines, and hosted by Spring Valley GC on 15th March, was a resounding success.

With a comfortable field of 68 players, representing 17 clubs, the event was a testament to the strong support from corporate partners and attendees.

Corporate partners, such as De Bortoli Wines, MiClub, Bidfood, Club Car, Schweppes and Golf Australia, were instrumental in making the event a memorable one.

A special thanks to our guest speaker, GMA CEO, Paul Vardy, who shared insights on the One GMA amalgamation and the upcoming GMA/ASTMA Conference & Trade Exhibition in Brisbane in June.

The golf event saw some impressive performances, with winners and runners-up in various categories.

Matt Doran from Royal Park GC, and Mitchell Grant from Port Fairy GC, excelled in the Schweppes NTP

challenge, while Heath Jones from Warragal GC shone in the MiClub NTP contest. Julian Drohan and Claudia Marazita emerged victorious in the Club Car Longest Drive category.

In the individual Stableford event, Jason Glanz from Eagle Ridge GC clinched the top spot with 36 points, closely followed by Tim Angwin from Spring Valley GC with 35 points. Kurtis Lynch from MiClub was recognized as the best sponsor/supporter with 32 points.

The teams event showcased teamwork and skill, with the team from Latrobe GC comprising Bill Papadimitriou, Darren Carroll, Wayne Phillips and Nathan Turner emerging as the winners with 80 points.

Runners-up were the team from GreenSpace Management, consisting of Matt Doran, James Veech, Brian Andora, and Nathan Gee, with 78 points.

Overall, the GMA Victoria staff golf day was a day filled with camaraderie, sportsmanship and friendly competition. Congratulations to all the winners and participants for making the event a grand success.

Left: Team Winners - Latrobe GC (Bill Papadimitriou, Darren Carroll, Wayne Phillips and Nathan Turner) with Peter Ferrari (left) from De Bortoli Wines

Below: Team Runners-Up - GreenSpace Management (Matt Doran, James Veech, Brian Andora, and Nathan Gee) with Peter Ferrari (left) from De Bortoli Wines

Above: Winner, Individual StablefordJason Glanz (Eagle Ridge) with Peter Ferrari (left) from De Bortoli Wines

Below: Best Sponsor/Partner - Kurtis Lynch (MiClub) with Peter Ferrari (left) from De Bortoli Wines

The Heath's Andrew Taylor wins Kelvin Quick trophy

It was Chris Poulton vs Andrew Taylor at Yarra Yarra for the Kelvin Quick shootout.

The golf was great and despite a very quick 3-up lead to Andrew, Chris quickly sat Andrew back down (in a very discreet way) with an impressive display through the middle stretch of the round, including a near hole in one (with a shot I might add) on the signature 15th at Yarra Yarra GC.

After a string of pars and a huge up and down on the 2nd, Chris took a 1-up lead with five to play. 1-down with two to go, Andrew had a two foot putt for the win to square the match with one to go and for the

HOLE IN ONE ALERT !!!

Congratulations to Peter Busch who had a hole-in-one on New Year's Day on the 15th hole at Yarra Yarra Golf Club.

life of Andrew, he couldn’t believe the putt wasn’t given … good call from Chris as Andrew promptly missed it in a very unconvincing fashion!

Heading down the 18th, Andrew was faced with another short putt to keep the match going and fortunately managed to get it!

It was a driving display down the 19th (par 5 – 8th hole) and finally the match referee, Damon Lonnie, was needed after being absent (or in the sand) for the past four hours, both balls couldn’t be separated with Chris taking the honour. With the pressure mounting, both missed right of the green before Damon was treated to a short game clinic with two incredible up and downs for birdie!

Off to the 20th and another par 5 ... After solid drives, both went for the green in two and missed right. Chris played an incredible chip that almost went in for eagle, stopping a short distance past the hole. Andrew knocked his about 10-12 foot past and managed to hole the putt, with Chris unlucky to narrowly miss.

A brilliant match with some big swings and played in great spirit! Special mention to Damon Lonnie who managed to play 20 holes and set a new world record for the greatest number of texts and emails in one round!

2024 GMV Managers & Guests golf day results

ROD HAINES VIC STATE OPERATIONS MANAGER

The GMV Managers & Guests golf day is a great opportunity to say thank you to anyone who has supported the club or management team in any way and spend some time away from your club, seeing and learning how things may be done differently at another club.

A huge thank you to Josh Hall and his wonderful team at Lonsdale Links for a fantastic day on the links and in the clubhouse. The recent redesign of the golf course and brand new clubhouse were both spectacular and well worth the trip to see in person!

GOLF RESULTS:

Gentsomes Event Winners

Narelle Alford, Damo Richards, Peter Earl, Craig Jackman (Barwon Heads)113 points (pictured above)

Runners Up

Dean Trobbiani, Mark Ryan, Joel Monahan, Chris Crabbe (Gardiners Run) - 98 points

Longest Drives (Club Car)

Craig Jackman (Barwon Heads) & Rachel Wiebe (Royal Melbourne)

NTP (Schweppes) - 2nd hole

A Grade: James Upton (Riversdale)

B Grade: Andrea Scammell (Woodlands)

NTP (MiClub) - 14th hole

A Grade: Clint Dupe (Barwon Valley)

ROD HAINES • VIC State Operations Manager

Is this Australia’s Safest

L ithium G olf C ar t?

Throughout the Engineering and Development process prior to the launch of the Club Car Vanguard Lithium ion Tempo we maintained a strong focus on safety. The result is a unique and automotive grade solution.

The battery packs themselves have been extensively tested to be resilient to puncture and propagation (the spreading of an event from inside of a cell)

The cells inside the Club Car Lithium ion battery pack are fuse linked. An issue inside a cell during charging or discharging (during use) will cause a breakage in the fuse link and prevent the event spreading to other cells.

Club Car Lithium ion packs have redundant contactors in the battery posts. In the case of an event in a cell, a welded contactor would continue to supply electricity to the pack. The redundant contactor is designed to trigger in this circumstance and disconnect the battery pack from the charger or if in operation from the vehicle itself.

The Club Car Battery Management System constantly monitors charging and discharging by individual cell and cell balancing. The charger and our BMS are in constant communication and the system is designed to shut off in the event of a potential issue.

GMA MEMBERS AT THE CMAA CONFERENCE

Attending the CMAA World Conference in Las Vegas presented many opportunities for members and the overall response was gratitude for the experience.

GMA was well represented by ten Australians, with the Aussie crew able to coordinate before, during and after the event via WhatsApp to keep in touch.

Whether it was hearing from the world-class speakers, mixing with 3,500 club management colleagues, getting to know fellow Aussie managers or taking part in an amazing array of activities, it had it all.

Kevin Gates and Mark Rickell from Club Car managed to get Andrew Laplain up-close access to NASCAR racing as Club Car had a car in the Xfinity Series.

Club Car also kindly hosted a bunch of Aussies for lunch on the strip in Vegas.

Andrew also played in CMAA’s Bears Best golf day which raised money for returned service men and women.

Timing is everything and other Aussies attended the NRL opening games at the impressive Allegiant Stadium.

Other activities included Chautauqua, Top Golf, club tours and general Vegas site seeing.

A big congratulations to Fiza Errington, Nicole Martino and Craig Skimming for receiving their well-earned Certified Club Management (CCM) certifications.

(l-r) Kieran Semple, Fiza Errington, Joe Sinnott, Inoka Gamay, Ian Crews, Nicole Martino, Mark Tan, Andy Curtis & Craig Skimming. Absent: Andrew Laplain.

CMAA CONFERENCE: Las Vegas

What’s the difference between Wuhan and Las Vegas?

What happens in Vegas, stays in Vegas!

Recent attendee at the CMAA conference, and one of our newest CCM designates, Fiza Errington, reports.

Despite that old adage, this is the only occasion that I wish I could bottle up what happened in Vegas to all new and existing club professionals.

It is a thrill like no other to be surrounded by your own peers, club professionals, from around the world. I have no doubt that, for many of us who have worked in golf clubs for a long time, we have questioned why we do what we do. It’s a tough profession, requiring long hours, unrelenting patience and resilience and yet, we love it. Well, I love it

But, when you are surrounded with energy and enthusiasm with over 4,000 of your peers from around the world, it is electrifying.

It fills your cup and allows us a small

window to reflect on our love as club professionals. We love the people that we serve and we love the people that enjoy this game as much as we do.

This is what the conference is about.

My journey in this conference started with a crazy two day Chautuaqua cycling ride around Vegas. Not only was this the craziest (and dangerous) storm and hailstones that I’ve ever cycled through, but it was also Las Vegas’ record for the strongest wind gusts, measuring up to 68 miles per hour (109 km/h), last recorded in 1985. I’m also not a cyclist, so trust me when I say that I simply just had to laugh as hailstones were belting my cheeks and, against the wind, I barely moved with my wheels.

Ah, resilience.

And with it, a story for the ages. The Chatauqua ride is now legendary, I hear. It is a tribe of club professionals with a deep love of this industry and its people and between the crazy rides, we were thrown deep into story sharing and connections were developed, not because of our love for cycling, but for the love of our work.

Okay, perhaps the die-hard cyclists, the stud boys as we call them, may love the cycling bit.

I can’t feel my arse on the second day and that just about tells you how much I love cycling.

Gregg and Elaine Patterson are to be commended for what they have created here. It is a tribe that I am forever thankful to be a part of. Never mind us, with our crazy handshakes as we cross each other on the hallways of the conference.

This is my second CMAA conference and my best tip for any newbies is to connect with fellow Aussies in the conference and find ways to connect with one another through dinners, walks or coffee convos.

I am thankful that we had a Whatsapp group this time around and we were able to catch up between sessions and the best laughs from dinners (and a show!).

It was an incredible and amazing feeling to receive the CCM accreditation. I must commend Nicole Martino for being “my partner in crime” in this journey as we

have both pushed each other through our BMI trip in Auckland last year and to finishing the CCM exams in November. We were determined! We are the first female managers in Australia to achieve this and I am chuffed for us both.

My most memorable session from the conference is a fantastic one hour speech and life lessons from Susan O’Malley. At 29 years old, she was the first female president of an NBA franchise (in 1991), but what was most impressive about her speech was the way she captured the audience’s attention and her mastercraft in speech-making was amazing. One of her life lessons was to continue to work on our craft and we forget that speech and influence in what we do as general managers is an important craft. I often joke that I feel like a politician, but what I witnessed showed that it is possible for a woman, in a craftsmanship of a speech, was able to charm the audience and kept us laughing for a good hour. And I have no background knowledge of NBA franchises or basketball. Now, that is a skill.

Post conference, I was fortunate to be invited to visit and play in exclusive golf clubs around Palm Desert, CA. This was a grand invite from Jason Koenigsfeld (CMAA) and I wasn’t going to say no. Together with Craig Skimming (honorary Aussie) and a bunch of Kiwis and Scots, we had a great time connecting, conversing and playing golf at exclusive clubs. What a treat.

Many have asked what the standout moment or club was from this golf trip and here’s the hilarity – it wasn’t the golf. Sure, great golf holes put a lasting impact in our memory bank (Tradition GC 11th and 17th holes came to mind) but I had more joy in my conversations with other managers on the trip and my interactions with staff in clubs.

Sometimes, we forget that we are in the people business. It’s not golf. It’s not just limited to people who work in hospitality departments. We are in the people business. We feel the energy and the warmth when hospitality is present – it can’t be measured but we know when it’s not there.

There is no greater feeling when you walk the hallways of a clubhouse and you feel the warmth of the staff and members that are there.

It is why we do, what we do.

WHAT IT’S LIKE TO BE A NEWBIE (NEW “BEE”) AT THE CMAA CONFERENCE

It took until day two for me to realise the play on words. I just thought we were the year of the bee!

CMAA attendee, Nicole Martino, explains.

No matter how many first days of school we experience in life, it is always fraught with anxiety and excitement. The bee sticker on our pass aimed to ensure we were easy to recognise and conference veterans would often stop and say hi and ask how our first conference was going. A nice personal touch and easy conversation starter.

I was lucky to walk into conference with a friend and quickly unite with the other Aussies, some who I’d only met for the first time the day before at a lunch hosted by Club Car's Kevin Gates (big shout out to Kevin and thanks for my favourite Las Vegas souvenir cap).

The Aussie group Whatsapp chat was an invaluable tool to help navigate the week and to be honest, it brought the group closer as we could easily connect and meet up at different times and places throughout the conference.

If you have ever considered going, but have worried about who to go with or how to spend your time during the week, don’t be! You will meet and connect with so many wonderful people and return to Australia bursting with exciting new ideas and a cup full of motivation to achieve new goals.

Here’s a few of my highly recommends for a newbie from the week:

ORIENTATION – HIGHLY RECOMMEND!

The first session of the conference was the Newbie Orientation. The 1.5 hour session was a very useful introduction to the conference and included tips and tricks on how to get the most out of the week. They also introduced the key staff and board members and did some Q&A’s with the audience as a snapshot of who was in the room. It was interesting to see all of the countries represented and the types of roles that attendees held at their clubs.

IDEAS FAIR – HIGHLY RECOMMEND!

I’ve not been to an ideas fair before and when I read the communication prior to attending conference, I wasn’t sure what they meant when they asked for attendees and their clubs to submit ideas for the fair. The Ideas Fair was set up in the members

services area and attendees could browse at their leisure during some down time between sessions. We can all get a little “stale” in our jobs, and I found the Ideas Fair quite motivating and interesting.

Many ideas don’t translate into the Australian golf club landscape, but of the ones that did, I excitedly snapped my favourites and sent them to my work Whatsapp chat.

NETWORKING, SAY YES TO ANY OPPORTUNITY – HIGHLY RECOMMEND!

When possible, say yes! As an international and CCM graduate at the conference, I was honoured to receive invitations to a few separate networking events and I’m so glad I said yes and attended. Two stand out experiences were riding The Big Apple Coaster at the New York New York Hotel Casino with fellow aussies Kieran Semple and Inoka Gamage, and attending the CCM Internationals dinner hosted by Jason Koenigsfeld.

SOME EXAMPLES FROM THE IDEAS FAIR...

With only three months until we raise the curtain on the 2024 GMA/ ASTMA Conference & Trade Exhibition, we are excited to announce an outstanding line-up of keynote speakers locked in to present at the Brisbane event.

Cameron Schwab

After cutting his teeth as a recruiter at the Melbourne Football Club, Cameron Schwab was appointed CEO of the Richmond Football Club at the age of 24, the youngest in the history of the game. For most of the next 25 years, he was CEO at the Richmond, Melbourne and

Fremantle football clubs, when those clubs were at their lowest ebb, both on and off the field. He is the second longest serving CEO in the modern game.

Cameron has used his extensive experience to establish a track record of building teams and organisations, and unifying groups while navigating periods of genuine adversity and complexity.

Cameron is a CEO, leadership coach and strategist. He works with CEOs and emerging leaders to achieve high levels of trust –personally, culturally, strategically and organisationally – as the basis of high performance.

Cameron will present at the conference on Leveling Upwhat business can learn from elite sport. He will fully explain a seven-step process, immediately executable, enabling leaders to establish themselves and behave to those expectations, and most importantly, do the right thing, even when it's hard.

Olly Bridge

Olly Bridge is a visionary leader and transformative force in both the athletic and corporate realms. Having worked with elite athletes

in Formula One and Olympic Gymnastics, and led highperforming teams in prestigious organisations like BMW and Medibank, Olly has harnessed the power of peak performance and honed it into a dynamic methodology that extends far beyond the realm of sports.

Through founding his business, Build a Bridge, in 2013, Olly has dedicated himself to helping individuals and teams unleash their full potential and achieve extraordinary sustainable results. He has graced the stages at numerous conferences, captivating audiences with his inspiring stories, practical strategies and unwavering passion.

Olly is a catalyst for positive change, a beacon of inspiration, and a true advocate for holistic success. At the conference, he will present his 8 keys for sustainable

peak performance, which will help delegates unlock their true potential sustainably through simple and actionable daily “keys”, with a particular focus on strong mental, physical and emotional health.

Dr Juliette Tobias-Webb

Dr Juliette Tobias-Webb is one of Australia’s leading behavioural scientists.

Specialising in large scale behavioural change, Dr Juliette is passionate about working with companies and researchers to design and rigorously test solutions that encourage positive behavioural outcomes. She is also passionate about helping individuals be more productive, set and stick to goals, have better wellbeing, and feel happier.

Dr Juliette has a PhD in Experimental Psychology from the University of Cambridge and has enjoyed stints as a lecturer and research officer at globally renowned institutions such as the University of British Columbia, the University of Sydney, Bond University and Kaplan University. Currently, Dr Juliette teaches an evidence-based MBA Leadership course covering topics such as empowerment, motivation, resilience, wellbeing, and equality through organisational design, having previously collaborated with industry leaders such as Mastercard, Citibank, Insurance Australia Group, Atlassian and Deloitte.

Additionally, Dr Juliette has been recognised for her exceptional

contributions being one of 60 women in Australia nominated as a Superstar of STEM (Science, Technology, Engineering & Maths), and being selected as one of 100 women in STEM to explore Antarctica.

Dr Juliette is an avid educator and presenter, believing everyone can benefit from learning about behavioural science. We look forward to welcoming her to the conference and trust delegates will take plenty away from her presentation..

Adam Spencer

For over two decades, Adam Spencer has been one of Australia’s best and foremost speakers, delivering cutting edge conversations with an attention to detail and passion that stands out as a hallmark of his intellect and style.

Adam’s greatest strength is his versatility. With an extensive background in mathematics, he is particularly strong in presenting on topics such as science, technology and digital innovation. Humour and intellect is a rare combination that Adam has in spades. He loves curating challenging and thoughtprovoking conversations to engage his audience – skills learnt from over 25 years’ experience in television, radio and events, interviewing Prime Ministers, Hollywood stars, Fortune 500 CEOs, Nobel Prize-winning scientists and Australians of the Year.

Adam’s 2023 TEDtalk on prime numbers received over two million views and was voted one of the ten best-ever TED talks on mathematics.

Through his own unique and entertaining style, Adam will present to delegates at the national conference on understanding how digital technology and AI will change business.

As one of Australia’s most dynamic and engaging minds,

Adam is informative, fun and guaranteed to impart takeaways you’ve never heard before. We look forward to welcoming Adam to the stage in June.

Claire Madden

Fostering an engaging culture and building multigenerational teams has become an essential skill for leaders as they negotiate a changing world, where creating a vibrant and dynamic workplace is key in attracting and retaining top talent.

As an author, social researcher and media commentator, Claire Madden has become one of the world’s leading voices on Generation Z, and is in high demand as an expert interpreting social trends, demographics and the implications of generational change on the workplace.

Highly regarded for her dynamic and engaging presentations, Claire can easily translate robust, research-based content into strategic applications for managers and business leaders. She has been commissioned by some of Australia’s largest companies and leading brands to interpret the changing landscape and communicate the implications for business and society. From embracing a culture of collaborative innovation through to creating ownership around a shared purpose

and vision, Claire will present at the national conference in June, providing the keys to facilitating greater engagement across multigenerational teams.

Claire’s presentation will be thought provoking and enthralling and will provide delegates with an extensive array of takeaways that can be easily implemented in workplaces.

Mark Carter

Based in Melbourne, globally renowned keynote speaker, trainer, author and coach, Mark Carter, has over 25 years’ experience as a global learning and development professional, specialising in people and behaviour.

Mark is the founder of a learning management system for SMEs and consults with businesses around key pillars such as leadership

development, culture, onboarding, sales skills training, adaptability and presentation skills.

Born in England, raised in Scotland, nurtured by Europe and matured through several round world trips, Mark is a truly global citizen. Having previously been a charming Contiki Holidays tour guide connecting with happy go lucky passengers in Europe, he

deep into their intricacies, leveraging knowledge that easily transcends industries and channels.

Having previously worked with ASTMA, Mark genuinely understands his audience and will be presenting on leadership and management, discussing effective management techniques, the expectations of a manager, and leading people with purpose.

experienced a Mark Carter keynote presentation previously, those who have will tell you it is

For those of you who haven’t seen Gregg Patterson live, it's quite the experience – particularly if you’re

See Gregg at his absolute buzziest on Wednesday and Thursday of the GMA/ASTMA Conference & Trade Exhibition. Gregg has a host of topics to cover on boards, management, staff and club members searching for something to fill “the big empty” that he’ll cover in his typical fast-paced LA style.

If your staff have yet to see Gregg, make sure you give them the opportunity to get enthused by THE BUZZ!!!

But that’s not all:

If you know Gregg, you'll know that he gets primed for a conference by Chautauquas. Typically a bike ride over one or multiple days, these days it’s also a walk - or if you will, a "Chauwalkqua"!

Gregg is coming! Learning, speaking, walking and preaching

Conferences are all about learning and the role of any modern-day club manager is to keep learning and improving.

This image from CMAA’s 2023 World Conference tells 1,000 words. As we watch John Schultz, Kurt Kuebler, Ray Cronin and Tom Wallace speak on a conference, who is in the foreground taking notes and learning and improving? It’s Gregg Patterson – an inspiration to anyone who loves ideas and where they may take you. We can’t wait to see Gregg in his trademark white business shirt at GMA’s event in June.

Anyone who would like to join the Chautauqua or, as we’re calling it, the "Chauwalkqua", will get amazing access to Gregg’s ideas and enthusiasm.

Email Mike Orloff for bookings and to find out more about the day.

Schedule

For those looking for a different experience than golf, join us on the Gregg Patterson Chauwalkqua on Monday, 17th June 2024

There is no cost to GMA member delegates.

ITINERARY:

10:00am

Meet/greet Rydges Southbank

Hotel – a private space reserved for facilitated group discussion

11:00am

The group will head to Goodwill Brew for coffee - 15min walk to this spot.

11:30am

Head to Botanical Gardens for more walking

1:00pm

Lunch at Ahmets Turkish Restaurant - pre-order meals share plates. Gregg wraps up group discussions and questions. Free afternoon.

Buses to collect the group to take to dinner at Brisbane Golf Club at approximately 4:00pm. Further details will be advised to the participants as we confirm numbers.

Proud partners of

Conference Social Program

OPENING RECEPTION COCKTAIL EVENT

PROUDLY BROUGHT TO YOU BY CLUB CAR

Sunday, 16th June

6:00pm to 10:00pm

Rivershed, Howard Smith Wharves

Included in Full Delegate package.

DRESS CODE: Smart Casual. No denim.

GOLF DAY, BBQ DINNER & DRINKS

Monday, 17th June

The Brisbane GC & Indooroopilly GC

Included in Full Delegate package.

DRESS CODE: Golf attire.

GMA GALA DINNER

PROUDLY BROUGHT TO YOU BY SCHWEPPES

Tuesday, 18th June

7:00pm to late

voco Brisbane City Centre, 85-87 North Quay, Brisbane

Included in Full Delegate package

DRESS CODE: Cocktail/Smart evening attire. No demin.

SOCIAL NETWORKING NIGHT

Wednesday, 19th June

Venue and details TBC

FAREWELL BASH

JOINT EVENT HELD WITH ASTMA DELEGATES

Thursday, 20th June 6:00pm to 8:30pm

Southbeach, Southbank Riverfront

Optional extra - not included in Full Delegate package

DRESS CODE: Casual.

GMA•ASTMA CONFERENCE & TRADE EXHIBITION

BRISBANE CONVENTION & EXHIBITION CENTRE

16-20 June 2024

REGISTRATIONS NOW OPEN

REGISTRATIONS

Full Delegates (GMA members) $1,940

Full Delegates (non-GMA members) $2,440

Juliette Tobias-Webb Behavioural Scientist

Adam Spencer Keynote Speaker & Maths Geek

Claire Madden Social Researcher

Cameron Schwab Leadership Mentor

Golf Leaders Network meet for annual conference

DEB KEMBER • Chair, Golf Leaders Network & President, The Brisbane GC

In March, women members of golf club boards met at The Grange GC for the 2nd annual Golf Leaders Network conference.

A total of 45 women came together in Adelaide, and online from five different states, to attend the conference, with attendees representing 28 golf clubs across Australia.

The purpose of the conference was to strengthen professional relationships within and beyond clubs and explore governance and leadership matters such as:

• how best to support women to become office bearers and, or chair;

• the challenges and rewards of being a director on golf club boards;

• leveraging relationships to increase the number of women on all golf club boards;

• exploring board/management relationships; and

• leading and sustaining change to attract and retain members at our clubs.

The GLN includes board office bearers and directors from golf clubs around Australia. They believe that board office bearers would more closely reflect society’s gender parity standards if women are encouraged and supported to take on the wholeof-club roles.

In addition to the annual conference, women directors attend web conferences forums, share strategies and celebrate in online forums.

(l-r): Deb Kember – GLN Chair & President, The Brisbane GC QLD; Evelyn Foley Immediate - Past President, Royal Queensland GC; Nikki McClure - President Kingston Heath GC; Bonnie BozemanGLN Ambassador, Director, Golf Australia Foundation; Emma Elliott - Director, Golf WA; Kathryn Needs - Director, Golf SA; Gavin Kirkman - CEO, PGA; Nicolle Rantanen-Reynolds - President, The Grange GC SA; Lyndal Plant - President, Indooroopilly GC

To get involved, please encourage Board members to follow the Golf Leaders Network on LinkedIn or email golfleadersnetwork@gmail.com

When it matters most.

All the best, Stampie!

John Stamp retired recently after 50 years of amazing contributions to golf.

In recent years, John had been an integral part of Golf Australia’s support to clubs and facilities and GA held a farewell event on 15th February across the road at Royal Melbourne to celebrate his contribution.

John, as a person and his contribution to the golf club industry, was perfectly summed up in words of GA's general manager, Places to Play, Damien DeBohun.

"The word Legend is thrown around a little to easily these days, so when you have the privilege of spending time with a true Legend, it is a time to be savoured.

John Stamp is a true Legend of Australian golf. In more than 50 years of service, John has worked in virtually every aspect of the golfing industry - an industry that he has come to love just as much as it loves him.

John's extraordinary achievements over 5 decades working in golf speak for themselves, and he has been acknowledged by his peers by being inducted into the Victorian Golf Industry Hall of Fame in 2019, and, more recently, being bestowed Life membership of GMA in 2022.

John's career started in golf in 1973 when he was appointed trainee manager at Peninsula Country GC, and blossomed over the decades including stints at Metropolitan GC, Kew GC, Northern GC, Spring Valley GC, Woodlands GC, GMV president and GMA president and then executive officer, Golf Victoria and most recently, Golf Australia.

Words will not do justice to the size and scale of John's achievements in golf over the journey and include the construction and reconstruction of both clubhouses and golf courses, and myriad critical leadership roles across the industry. A passionate horticulturalist and champion of the importance of golf to the environment, John is a true Legend of the game.

John has decided that now is the time to bring this part of his working life to a close. His knowledge, passion, humility, wisdom and integrity will be missed my me personally and am I sure by the entire industry. John's final day with Golf Australia was on Thursday, 15th February, and I know you will all take the time to join me in thanking John for his extraordinary achievements and service to Australian golf.

John Stamp, you truly are a Legend!”

View Golf Australia's video, that was prepared for John's farewell lunch

On behalf of all of us at GMA, we wish you a happy retirement. As a GMA Life member, there's no retiring from GMA!

THE TRANSFORMATION OF KINGSTON HEATH GOLF SHOP

Synergy, vision and commitment to quality have aligned to produce a brilliant transformation of the golf shop at Kingston Heath Golf Club, which opened to considerable acclaim in early November 2023.

Regular GMA Journal contributor, Karen

The success of the project is in no small part the result of the dynamic collaboration between ‘The Heath’ and its implementation partner, the aptly named Transform Golf Shop Specialists.

It began with a phone call from General Manager, Andrew Taylor to Sonia Kirkman, co-founder with Ross Haron of Transform Golf Shop Specialists, in late 2021.

“We had always identified that we wanted to do some work in that space, and I was aware of Transform through GMA,” said Taylor. “It turned out to be a perfect fit.”

Each party brought its own vision to the project and from there were able to narrow their combined focus to define and then together create the outstanding end result.

Transform Golf Shop Specialists is a niche business specialising, as the name says, in re-imagining golf shops. It combines the considerable experience of Kirkman –some 30 years in golf retail – with that of Haron’s in award-winning retail design and construction over a similar time period.

Add to the mixture that Kirkman and Haron are passionate golfers themselves, Kirkman a member at Yarra Yarra and Haron a former club Captain at Concord.

Both have travelled extensively, taking in golf shops along the way, meaning their golf knowledge builds on professional expertise.

The two have now worked together for seven years, completing 22 projects around Australia including New South Wales GC, Terrey Hills, Lake Karrinyup, 13th Beach and Curlewis, to name just a few.

Kingston Heath, for its part, is not only one of the best golf courses in Australia, it is also one of the top on-course retail operators in the country.

But the club felt the retail experience was suboptimal, certainly not up to par with the rest of the club’s offering nor commensurate with its self-view, and wanted to elevate that as best possible. Its inspiration was the golf shop at exclusive Skibo Castle, located in the Scottish Highlands.

“It has a very classy high-end feel. We were keen to go with something such that when you walked in, you felt you were somewhere special,” said Taylor.

It is certainly that. Entering the shop is not so much opening the door but opening up an immersive experience, entering a world that is light, airy, fresh and informal.

Harding, explains.

For those of sensory bent, everywhere there are little touches that evoke visual or tactile awareness.

It begins with the white wood furniture and display cabinetry, an abundance of natural light and the light-coloured timber floor, something not seen in traditional pro shops. A timber floor was one of the prime requirements from the Kingston Heath brief and its presence is a big part of

The simplicity of the end result belies the complexity of the process to achieve it.

the overall look and feel of the shop, which aligns with the simple yet elegant coastal influence seen in the main clubhouse.

This is further enhanced by an abundance of room, not only to move around comfortably but to house apparel and merchandise attractively and without clutter. It is estimated that around 20-30% more functional space has been created as the result of reorganising the original shop.

Another standout feature in Transform’s work is the combination of creativity and functionality. The placement, for example, of everyday consumer items such as balls, gloves and tees within easy reach of the consumer is subtle but important, while two large change rooms – one of which is large enough to allow wheelchair access –are discreetly placed.

A central separate footwear display feature with stone ledge and benches on

which to sit to try on shoes is unusual, fabulous, and practical.

Then there are the little touches everywhere introduced by Kirkman that quietly add to the ambience of the shop – the old-fashioned small suitcases in the footwear area in which sit a range of golf socks, baskets housing headcovers in other spots, and interesting décor items on the shelves above the clothing and merchandise.

This is all part of the bespoke element that Transform applies to each project, no two projects being the same.

The simplicity of the end result belies the complexity of the process to achieve it. The whole project involved individuals from Kingston Heath – Taylor, Director of Golf Justin Burrage, Assistant Director of Golf Mitchell Wilson, Retail Supervisor Janice Whyte, Operations Manager Tom Evans and support staff – working closely with Transform’s Kirkman, Haron and designer Alice Kostevski.

Kostevski provided not just storyboards of colours for walls, fixtures and display elements but also for the stone finishes, flooring and lighting, as well as a 3D walkthrough concept presentation of the shop so that the club could see how it would look when completed.

Beyond the brief and vision were the mechanics and logistics as certain structural changes were needed, involving liaison with council and outside contractors. All this was managed comfortably between the two teams, Operations Manager Tom Evans as project logistics co-ordinator from the Kingston Heath end working in tandem with Haron.

“Transform were brilliant. Nothing was ever too hard,” said Taylor. “Ross was away at one point, but he was checking in, making meetings even while he was in Italy in a different time zone. The relationship was never challenged at any point.”

For its part, Transform found Kingston Heath an ideal client.

“They were very professional,” said Kirkman. “They had a very clear view of what they wanted. They gave us some images and we had our vision, too, of what the shop should look like aesthetically. And so we combined all of that.”

“When you’re putting together a project like that, you obviously listen to the customer,” said Haron. “Between the expertise that Sonia has and my design team putting together the right layout and going back to Kingston Heath on a number of meetings and submissions of concept drawings, I think we got the balance right.”

Certainly the members think so. Feedback has been very positive.

“I haven’t heard one complaint,” said Taylor. Indeed, one prominent member who has travelled widely himself told Kirkman that, “I’ve been to a lot of golf shops around the world and I think ours is the best of them.”

Haron agrees.

“This is the best one we’ve done,” he said. ‘We made a lot of bespoke items for Kingston Heath which has really set it apart. I’ve travelled to golf courses all over the world and I’m always looking at

clubhouses and pro shops. I have no doubt that it’s the best that I’ve seen.”

The project has not just pleased its producers and the Kingston Heath members, it’s had impact in the broader golf industry. The Kingston Heath model is something of a protype of the modern golf shop, with its emphasis on apparel, accessories and other merchandise and with less emphasis on equipment on the floor.

“The fact that we’ve had managers and industry people come to check it out and ask us what we’ve done and how it works indicates that we’ve made a pretty good decision,” said Taylor.

From a business perspective, the redesign has proven itself too.

“We’ve had a strong uptick in member sales,” said Taylor. “At the same time our interstate and international has been very strong the last couple of months; for example, our February sales were double what they were last year.”

Kingston Heath has had a lot of great things happening over the last couple of years, including co-hosting the inaugural concurrent Australian Opens in 2022 and opening its short course The Furrows in April 2023. This is set to continue, with the Presidents Cup scheduled to be held there in 2028.

“It’s been a pretty good run for us,” said Taylor. “And now with the golf shop transformed so beautifully, we’ve got a lot to be happy about.”

First Choice Services kicks off 2024 with new partnerships and industry excitement!

As the new year unfolds, First Choice Services is pleased to announce a series of partnerships that mark a promising start to 2024. Among these are exciting collaborations within the golf industry.

First Choice Services has been providing HVAC maintenance at Oxley GC for the past 18 months. Expanding on this successful relationship, the club has recently appointed FCS with its cleaning contract, with services starting in March. This development aligns with the company’s overarching mission to streamline services, alleviating stress for clients and minimising the time spent on searching for different facility service providers. Overseeing the handover process was David High, the National Sales Manager along with FCS’ Southeast Queensland supervisor.

Club manager, Aaron Muirhead (pictured below), expressed his delight stating, “Exceptional service and professionalism define my experience with First Choice Services. I have

utilised their services in various areas throughout the club including regular A/C servicing, pressure cleaning, maintenance & repairs and from the moment I engaged their services, I was impressed by their attention to detail and commitment to ensure customer satisfaction. Their team always strive to ensure timely maintenance, efficient cleaning services, and proactive solutions to any issues that arose. Communication has been great, always keeping me up to date on progress and their responsiveness to my requirements is unparalleled. I highly recommend First Choice Services to any club seeking reliable, quality facility management services.”

Further strengthening its presence within the golf community, First Choice Services welcomed and partnered with Wynnum GC (pictured right), located in Brisbane. Cleaning services commenced at the end of January, and assistant manager, Scott Taylor, remarked that, “Our club recently engaged First Choice Services for facility cleaning. We were impressed with the team’s professionalism and prompt action in our discussions and it’s great to know we now have an

experienced team on our side. We are excited about developing our relationship.”

Looking ahead to the latter part of June, First Choice Services is eager for the upcoming GMA/ASTMA Conference & Trade Exhibition being held in Brisbane. This event provides a valuable opportunity to reconnect with industry peers, foster existing relationships and establish connections with new industry players. Having actively participated in the conference back in 2022, FCS anticipates another round of engaging discussions, and knowledge sharing within the facilities management sector.

As First Choice Services propels itself into 2024, the company remains steadfast in its commitment to delivering top tier services, exceeding client expectations, and contributing meaningfully to the facilities management industry.

For further inquiries, or to explore how FCS can tailor a program to meet the needs of your facility, contact:

E: support@firstchoiceservices.com.au

P: 1300 544 166

www.firstchoiceservices.com.au

Toro Australia announced as the official Leemco Piping Solutions stocking distributor for Australia

Toro Australia is pleased to announce that they have become the official stocking distributor for Leemco Piping Solutions in Australia.

Leemco, headquartered in California, USA, is a leading manufacturer specializing in uniquely designed products for golf, commercial and municipal piping systems. The company provides a comprehensive range of high strength, corrosion resistant, ductile iron fittings, joint restraints, saddles, valves, HDPE plastic products and stainless steel products.

Their products offer unique features that provide long term reliability, save installation time and have an industry best warranty.

Nunzio DiChristopher, President of Leemco Piping Systems, expressed his happiness regarding Toro’s commitment to becoming the official stocking distributor for the Australian market: ”We look forward to working with Toro Australia to offer our cutting edge irrigation innovations, service and support.”

Laurence Bingham, Senior Director Toro Australia said the company was excited about the partnership and looks forward to growing the Leemco

brand in Australia. “With offices and warehouses strategically located in every mainland state, and a sales team committed to delivering the best irrigation and equipment solutions in golf, turf and agriculture, we are proud to be able to offer and stock a wellknown, respected and high quality brand like Leemco to the marketplace.

For more information on Leemco, visit toro.com.au and leemco.com

For sales information. please contact Sheldon Simmonds, National Irrigation Specifications Manager, Toro Australia on 0418 830 602.

Protect your Microsoft Office 365 emails from hackers

Microsoft Office 365 software forms an integral part of any modern business, but due to its market dominance, particularly emails, it has become a preferred attack method for professional hackers.

Microsoft is constantly updating their platform security and providing IT professionals with additional tools to combat the sophisticated attacks.

How are the hackers accessing Microsoft Office 365?

Traditionally, Office 365 email security is based on complex password policies and regular password rotation, Microsoft enabled twofactor activations (2FA), and Microsoft Exchange online protection (EOP).

You would think that would be enough!

However, the focus for professional hackers is on social engineering, encouraging the end user to logon to a website that appears to be a genuine Microsoft page, and entering their username and password. Using this method, the 2FA is bypassed by stealing the users session token and gaining access to their Office 365 email account. Sometimes the account is simply monitored by the hacker who creates outlook rules for emails, allowing the hacker to impersonate the account holder. There are even more advanced attacks involving third party software integrating with the users email account directly.

A few years ago, Multifactor Authentication was seen as the silver bullet when it came to securing access but now the hackers have even worked around this. It is difficult, but it’s not impossible.

New Added Microsoft Office 365 Security.

With these attacks Microsoft has lifted their security recommendations for the Office 365 platform:

• Conditional access policies based on device / device compliance and the device location.

• Long passwords with no rotation, such as phrases with a minimum of 16 characters

• Defender for Office 365 - cloud-based email protection for your exchange server

• Password (Less) Authentication –secondary login using Fingerprint / Authenticator App / unique device password.

• Mobile device management. These new standards form part of the cyber-security best practice outlined by the Australian Signals Directorate (ASD) in the “Essential Eight Maturity Model”.

Speak to an expert who can help implement the Essential Eight and protect your business from professional hackers.

Talk to Jason Drew from Secom Technology Group - Ph: 1300 781 224

AVAILABLE FOR PURCHASE

The GMA Green Book:

The Essential Guide to Strategic Planning for Golf Clubs

The GMA Green Book is produced by GMA with corporate specialist Tony Sernack.

Copies of can be obtained for $29.95 each (or $250.00 for a pack of 10).

To order your copy, please contact GMA CEO, Paul Vardy: paul.vardy@golfmanagement.com.au $29.95

WE NEED YOUR INPUT!

To assist us in better informing and educating our members, we need your assistance to continue providing relevant, interesting and unique stories from within the golf management industry that we can share in this journal.

If you would like to write a piece for the GMA Journal, we’d certainly love to hear from you.

Please send your material to our Media & Communications manager, David Brand - david.brand@ golfmanagement.com.au.

People can be walking hazards in the workplace

PAUL VARDY • CEO, Golf Management Australia

Imagine viewing someone walking around at your club as a workplace hazard.

If this person is causing significant stress and disruption to the workplace then it may have significant implications under employment law, as well as the wellbeing of your staff. It pays to take a more informed look. Whether it be a member, a board member or an employee, as a general manager, you’re responsible for creating a safe workplace.

If I look back on my time in club management and the way a former chairman of course treated our course superintendent, I’d consider that

what was right under my nose was more than a difficult director, but a workplace hazard.

In dealing with the problem, the board’s chairman may be in a strong position to reign it in but this may often not occur. It may be a lack of understanding of what constitutes good governance, a lack of appreciation of the actual behaviour due to it being out of view, or the impact of the behaviour, or it may be a lack of resolve to rock the boat or crack some eggs or crack eggs on the side of a rocking boat.

Sometimes the problem just goes away, but more often it stays around and creates its own culture and it leads to good people leaving (other directors

and staff). Sometimes it’s hard to resolve because the problem may be the board chairman or the general manager themselves.

The Safe Work Australia’s Managing psychosocial hazards at work: Code of Practice, is a revealing read. It offers clear guidance of the standards of work health and safety required under the WHS Act and suggests effective ways to identify and manage risks.

General managers of clubs, or our alias cyborg titles, “a person conducting a business or undertaking”, (hi – how are you PCBU?) have a duty of care. This code of practice helps us understand this duty of care.

The document offers a framework to identify psychosocial hazards, assess and control the risks and review, rinse and repeat. There’s even a risk

An escorted club golf trip is a great way to nuture member engagement and keep members happy during annual course maintenance and throughout the year.

The Golf Travel Agency takes all the stress out of the organising, including providing marketing material to help you easily promote the trip to your members!

To discuss the many benefits of organised golf travel for your club and members, speak to a member of The Golf Travel Agency.

Call us on (02) 9555 5311 or email us at: info@thegolftravelagency.com.au

www.thegolftravelagency.com.au

US MASTERS

JACKS POINT

CAPE WICKHAM

register. Imagine informing someone you consider to be a workplace hazard, that they are now identified in your risk register!

Back to the chairman of course. These days I’d be asking very pointed questions, with the benefit of the code. Is the behaviour towards the super unreasonable? Is there evidence of interference and a clear lack of role boundaries? Is there an intense sustained mental pressure to get the job done with a high degree of time pressure for results and a very low threshold for a margin of error?

Despite job descriptions and subcommittee charters and governance documentation that mapped out the rules of engagement, this individual would trample all over boundaries. I’d use the framework to ask, is the monthly course committee meeting, with its litany of micro-grievances, representative of “poor organisational justice”. Is “interpersonal fairness (treating people with dignity and respect)” adequately on display or not? Are processes to reach decisions fair?

I recall the superintendent boxed into a corner to commit to getting a new green opened for play for the club championships. Checking in with him after the meeting I got him to drop his guard and admit that it was actually not possible to prepare a green to that standard in that short

amount of time. I reminded him that Mother Nature wasn’t going to bend to the desires of the course chairman, so how could he? The folly of the decision was explained and the decision begrudgingly overturned. The reversal came, however, with its own dose of “organisational injustice”. The chairman attempted to make it known far and wide that the superintendent had let the side down. It was just another case where the scales of justice may have been put back into balance by a Safe Work Australia documen, and reduce the harmful impacts of a work hazard.

And a final note. The golf industry has seen an exodus of capable managers in recent years, individuals who may have had decades of expert contributions to clubs but who have chosen to take their skills elsewhere. New initiatives to help boards and managers understand good governance are to be applauded and we hope events are well supported.

Managing psychosocial hazards at work

Code of Practice

The 10 duties and responsibilities that every Director must understand

The Directors of an organization play the vital role of governing on behalf of the shareholders or members of that entity.

Various legislation outlines some of the legal duties each Director is to uphold during their tenure. However, there are many more laws and legal requirements (over 700) which Directors are personally liable for.

Outside these legal arrangements (see the legal requirements here), having behaviour standards for your Directors is another good governance

practice and it can help set high expectations from board induction onwards.

These standards should be publicly acknowledged by the Board to the organization’s constituents and all staff should be provided with copies of these standards for their own reference.

Setting Behaviour Standards For Directors

Use the following as a sample of personal Director standards with which to inform and assess each Director on the Board. It can also be used for incoming candidates or volunteers.

These are not legal requirements but offer the foundations for a well governing Board managed by responsible individuals, based on well recognized legal principles. I developed these many years ago, and have used them in, or introduced them to, countless Boards around the world.

EACH

DIRECTOR SHOULD RECOGNIZE AND AGREE TO UPHOLD THE FOLLOWING STANDARDS OF BEHAVIOUR:

1. To take personal responsibility for contributing impartially to the decisions of the Board, with no thought given to personal gain.

2. To actively seek adequate knowledge about the business of the organization.

STEVE BOWMAN • Conscious Governance

3. To provide positive input into the development of relevant organizational policy.

4. To provide strong support for the long-term strategies of the organization

5. To accept the need to sufficiently prepare for Board meetings and decisions, and to insist on sufficient information to enable informed debate and strategic decision making.

6. To perform the assignments delegated by the Board.

7. To delineate and state personal positions vs organizational positions on controversial matters to better enable the Board to make informed decisions for the betterment of the organization.

8. To devote sufficient time to the duties of a Director.

9. To uphold high ethical standards at the Board level.

10. To tender a resignation if unable to uphold any of the above Standards of Behaviour

Why Do Directors Need To Have Their Own Set Of Personal Standards?

The legally-based director duties are designed to promote good governance and ensure that each director act in the interests of the company's stakeholders.

Beyond its legal obligations, the board is responsible for setting the tone for ethical and responsible decision-making throughout the organization. This has a trickle down effect which impacts organizational culture and morale.

Every decision made by a board must be impartial and in the best interests of the organization. If a particular decision is likely to benefit a director in some way or benefit someone close to a director, that director is no longer regarded as impartial and is required to declare their interest. The Board then decides how best to deal with that declared interest.

More information, content and support is available from the Conscious Governance website.

How do you view your insurance program?

Is the need to add a benefit to your club’s membership offer a priority of the club’s insurance program? If so, it may be time to take a step back and re-assess how your club views insurance.

Officers and directors of golf clubs are responsible for a business that can generate revenue in the millions and hold tens of millions of dollars in assets. Insurance programs for such businesses are not designed to prioritise the personal belongings of individual customers.

Members are vital to the clubs going concern of the business and therefore clubs, your club included, have a suite of membership benefits to offer. The transfer of risk as a strategy to protect the business is also a vital component to the going concern of the club. These two vital pillars in the club’s business model should be treated separately. Attempting to use one to bolster the other confuses the priorities of both.

The priorities of a golf club’s risk and insurance program should be to safeguard the people, assets and revenue of your club. Think of what this program is really designed for:

• Protecting the people who volunteer to make the decisions required of directors from litigation.

• Protecting the people who make decisions required of employed officers (general managers) from litigation.

• Protecting the club from litigation in the case of alleged negligence.

• Protecting the assets that are the clubhouse and the artefacts that make your club.

• Protecting the machinery that maintains your land as a golf course.

• Protecting the revenue that the business relies on.

• The safety of your staff, members and guests.

There is a lot of responsibility resting on your risk and insurance program but that is what the program is designed for. In order to maximise the protection of this program, which is a good idea given its importance, you’re required to understand and appreciate the complexities involved in each of the above points. This program is not designed to add a benefit to the club’s membership offering. Let the pillar that is “Membership” create member benefits and keep the pillar that is “Risk & Insurance” focused on the job it’s designed to do.

Victor Insurance Pty Ltd (Victor Insurance) is an underwriting agency and an Authorised Representative (No. 403803) of Marsh Pty Ltd ABN 86 004 651 512 AFS Licence No. 238983. This publication contains general information, does not take into account your individual objectives, financial situation or needs and may not suit your personal circumstances. For full details of the terms, conditions and limitations of the covers and before making any decision about whether to acquire a product, refer to the specific policy wordings and/or Product Disclosure Statements available from Victor Insurance on request. Victor Insurance makes no representation or warranty concerning the application of policy wordings or the financial condition or solvency of insurers or re-insurers. Victor Insurance makes no assurances regarding the availability, cost, or terms of insurance coverage.

Victor Insurance and Australian Golf Insurance are partnering with Golf Management Australia and Golf Australia to educate golf clubs on the need to consider insurance in a broader context.

© 2024 Victor Insurance Pty Ltd. All Rights reserved. LCPA 24/115.

UNDERSTANDING AND USING THE “SUCCESS AUDIT”

DEFINING SUCCESS:

Every club defines success differently, but there are certain characteristics which all successful clubs seem to exhibit, says Gregg Patterson, Founder & President of "Tribal Magic".

The first task of any board and general manager is to outline strategic success for their club and the second is to translate that strategic direction into tactics. Tactical success has to do with achieve those strategic goals efficiently, that is with the least expenditure of time, money and resources.

Success in any club involves thingsfacility, goods and services - dealing with the “hard side” of club management and intangibles which have to do with the “soft side” of the club experience - dignity, status, community, team and exclusivity. It has been said that new members join for mercenary reasons, that is to take advantage of the things being offered by the club, but stay for the intangibles , the emotional component of club membership. Need convincing? Do a random “walk and talk” survey of new members and old, asking each why they joined and why they’re staying. Their reasons will probably be consistent with my own findings - join for the things, stay for the intangibles.

Every club lies somewhere on what I like to call the community/facility spectrum. Some clubs emphasize the “thing side” of the club experience - thirty six holes of golf, twelve restaurants, seventeen

bars - whereas others focus on the people relationships. All clubs involve both but each club deals with the spectrum differently. Success is defined differently in every club.

Success is both macro and micro. Macro success has to do with issues sought by the entire membership - perhaps golfwhereas micro success has to do with the needs, wants and specific expectations of the individual member - perhaps the use of the same “lucky” golf cart each day. Successful operations understand the need for attention to both the macro and the micro.

To understand success, you need to do the “walk and talk” at different clubs. After doing your look-and-see, sit down for a moment and ponder the principles which make some successful and others less so. To give you a running start, consider the following over caffeine, then do another tour with my success audit in mind.

THE SUCCESS AUDIT

The best clubs are easy to distinguish and it doesn’t really matter whether you’re talking about a yacht club, golf club, country club, city club or a beach club. The principles that underlie their success are easy to identify once you’ve been made aware of their existence. The following are my favorites, broken down into three categories for easy reference - -Values, People and Things. I use these audit principles during “walk and talk audits” at my own and other clubs throughout the country.

VALUES

1. A marketing mentality: Great clubs understand the marketing imperativefind out what they want, then give it to them. This goes for both the membership and the staff. The days of command and control marketing - that is, “take what we give you and like it” - are gone.

2. Enthusiasm for a clearly defined mission statement: Simplicity is the ultimate expression of sophistication. A simple mission statement that captures the needs of the core constituency is best - “We are in the golf business, providing golf to golfing enthusiasts wanting the Scottish golf experience on the coast of

the Pacific Northwest.” Such a statement is easy for members, guests, the staff and surrounding community to remember. It tells you what to expect, it gives the club a strategic direction, it appeals to a unique group of golfers and it guides the board during its investment decisions for the course, the clubhouse and the personnel. And once you have the clarity of a mission statement, never underestimate the power of enthusiasm for the vision and its execution.

Great clubs are clear in both their mission statement and in their enthusiasm for its pursuit.

3. Exclusivity and Privacy: clubs nurture their exclusivity and with that their privacy. They know their core constituency, they have rigorous admissions policies and their dues are high enough to provide financial health without having to open their doors to nonmember activities - be it golf tournaments or private functions - outside of their core constituency.

4. Equity thinking amongst members and staff: People treat things differently

when they own something. The best clubs have staff who treat the club like it’s their own. Equity thinkers respect the rules. They act knowing their actionstoward members, staff and facility - have future consequences and they show an emotional connection to their club which distinguishes them from “renters,” “day users” and “fly-by-nighters.”

5. The big definition of hospitality

PEOPLE

1. Club sense among members and staff: Club sense is about right behavior in a particular club. Great clubs have staff and members who not only understand right behavior in their club but live according to those standard. Members and staff in great clubs automatically address wrong behavior and act as a community to enforce right behavior. Members in great

3. Continuity: The great clubs have low turnover in the membership, the management team and the staff. Members prize continuity. They’re comforted by the familiar and the predictable. They select well, they’re loyal to those they choose and they value long-term relationships.

4. A symbiotic management-staff relationship: Members want to see that the staff and management enjoy their relationship with each other. People walk into great clubs and notice that the employee team seems to genuinely like the manager and that the manager likes them. The way they say “hi” as they pass will speak volumes to the observant.

5. A symbiotic management-boardmember relationship: Members want to be heard. The old “command and control” ways of imperial boards are gone. Walking into a great club, members and guests quickly notice that members aren’t bad-mouthing the board or grizzling at the manger and that boards and manager aren’t bad-mouthing the membership.

Great clubs make sure that these relationships are strong and productive,

underpinned by common values and open communications.

6. Accountability: People want someone to be accountable for problems when they occur. Members and staff of great clubs are well aware of who’s accountable for what at both the policy and the administration level. Absent is the frustration one feels in not knowing who makes the decisions and who’s responsible for their execution.

7. Access to those who are accountable: Successful clubs make sure that the people who make decisions - that is, board members when it comes to policy issues and the general manager when it comes to administrative concerns - are available to the members and staff, are easy to locate and are both inviting and approachable once found.

8. Responsiveness from those who are accountable to right wrongs: People want to see things happen once they’ve identified a problem. The best clubs make sure that the policy authorities - the board - and the administrative authorities - the general manager and his team - address

issues quickly and openly explain their actions or their inaction to the general membership.

9. Bonding opportunities: People and communities who have unique group experiences feel bonded together in a special way. Great clubs make sure that these special moments exist collectively for the entire membership and specifically for niche markets within the club. Holiday celebrations, unique club traditions (the opening of summer, the end of summer sky dive by the president) and sports tournaments are a few of the hundreds of ways that this can be done.

THINGS

1. Goods, services, facility and social opportunities appropriate to the core constituency: Great clubs know their target market, that is their core constituency, and they configure goods, services, facility and social opportunities consistent with that core community. Great golf clubs know that the golfing member is their core constituency and make sure they have a super pro

GMA EDUCATION

shop, a great pro and greens keeper, an outstanding course and a convivial nineteenth hole for socializing. Great clubs invest available dollars first and foremost in the goods, services, facility and social opportunities asked for by their core constituency.

2. Quality equal to and beyond member expectations: “Quality” for a given product has many definitions. The important one for each club is the quality of goods, services, facility and emotions expected by its core constituency. This standard of excellence is not an absolute and is related to the standard of education, affluence, travel and exposure of the membership. A golf club in Aroostook County, Maine in all likelihood will have a different standard of quality than one in Beverly Hills, California. Absolutes aren’t important here since “quality” is defined by the core constituency in a given club. Great clubs know the level of quality expected by their members, provide more than is expected and are committed to moving those expectations to the next higher level of expectation.

3. Quality that is delivered consistently: Members return to the club again and again. Predictability is prized. The great clubs establish a level of quality that equals expectations and deliver it consistently over time. Members know they can bring their guests down to dinner and the food will be as they anticipate. Consistency costs money, takes time and requires continuous oversight to maintain. The great clubs do this.

4. Value for the quality received: Value is paying the right price for the quality received. Members have a quality standard that’s been developed and nurtured by the club and the surrounding community. They know how much that type of quality costs in their area since, as sophisticated people, they explore alternatives and absorb prices. Value is not about being cheap. Value is about paying a little less than they know the product’s worth in the larger community. Dues combined with management’s commitment to delivering quality goods and services cost effectively make value a reality.

5. Attention to the details: Successful clubs know that people see details and draw big conclusions from the little stuff. A half-filled salt shaker might be seen as staff indifference. Newsletter typos might be seen as management incompetence.

People see philosophy in the details and the best clubs use this to their advantage.

6. Aesthetic alignment: The best clubs make sure that the aesthetics of the club are clearly understood and consistently applied. The aesthetics, involving as they do the five senses, are in agreement. The food is appropriate to the décor of the dining room, the background music is in keeping with the décor, the chair fabric feels right, the flowers smell fresh and the paintings are a comfort. People experience the club and say how nicely things work together. Aesthetic alignment takes work and the best clubs make that investment.

7. Brand recognition: The best clubs are easy to distinguish. Each seems to have a symbol of that distinction whether it be a particular sand trap on the golf course, the quality of their food, the view from the nineteenth hole or the youth program they organize year-round. The best clubs leverage that distinction and dramatize their uniqueness. Great clubs avoid becoming lost in the clutter of clubs vying for member / guest / community recognition. They identify, cultivate and protect their brand.

8. Community Spaces and Places:

Great clubs have spaces and places which provide opportunities for the entire membership to see each other, to be together momentarily and to acknowledge, if only at the sub-conscious level, that they’re all part of this special family called club. For the staff, that space might be the collective coffee pot where all staff, from general manager to busboy, gather to get and to sip their caffeine. For the members, it might be a family grill which attracts all ages and all types. Or it might be a common passageway through a seating area that allows everyone to see everyone else at some point during their visit. Whatever the space, the concept is the same - a common area where members see others and are seen, thereby affirming their inclusion in the club community.

NOW WHAT???

The first step toward the realization of your club’s potential is the examination of self. The success audit will assist in that examination as will the collective debrief once done.

Start with the audit team, including as it must both members and staff. The teams may work independently of each other or together, whichever makes the participants

more comfortable and productive.

Review the audit principles outlined above to make sure that everyone is clear on the concepts. Have some fun discussing the issues before hand, thereby arming them mentally and emotionally for the tour.

Without taking the principles with you, break up into smaller groups and wander the facility on three different days, one of which is busy, the second less so and the third essentially an off day. Take lots of notes while you wander but avoid explaining what you’ve seen while doing so. Debrief at the end of each tour, expanding on your initial observations of the specifics that you’ve observed. Again, don’t philosophize.

Have all groups gather for a formal group debrief one week after all the individual tours have been completed. During that week, people will be discussing what they’ve seen with others who were both on the tour and those who were not. This will have primed them for the deeper examination which will now begin. Have them do random associations between the things which they’ve seen and the philosophy hidden in the details . Once done, walk through each of the twentytwo principles and get a take on how well or poorly the club’s done during the audit.

Now the fun can begin. Take your deficiencies and devise tactics to address each of those shortcomings. Set up an action plan for their implementation. Don’t be abstract - the time for doing so is past. Move from philosophy to action and make those actions doable in the near term.

Make your audit / action debriefs an ongoing part of the board, committee and staff responsibilities. Create an audit mentality and a culture that welcomes self-examination. Remember, all knowledge is question driven and each time you tour you should be asking yourself both what and why. The number of upside surprises that you’ll encounter will quite amaze you.

And if you think you know your club, remember this verse from one of T.S. Eliot’s poems:

“We shall not cease from exploration… And the end of all our exploring… Will be to arrive where we started… And know that place for the first time.”