16 minute read
CMAE European Conference
Building on Success –European Conference 2021
2020 was the year that most of us will remember but hope to forget. Lockdowns, restrictions, the unknown, mental struggles, job losses, cancelled events and so much more became the story of that year. How will 2021 be described? The 2021 CMAE European Conference will explore the past, present and future.
AlthoughCoronavirusrestrictionsareloosening and countries are opening up their boarders once more, we don ’t see the numbers of cases dropping to a level we were all hoping for. We must however – and will - remain positive and keep moving forward.
Like the rest of the world, CMAE had a really tough 2020. January and February were amazing, but then it all stopped. We turned to webinars, trying to give what we could at that point in time, and, by the end of the year, we had delivered an online European Conference attended by record numbers. We also managed the transition from classroom MDPs to MDPs online thanks to much dedication and training.
We can now look back on a year where educational deliveries online became the norm. But now the transition back to the classroom has started,asyou ’llseefromtheMDPProgrammein this issue (see pages 8-9). The European Conferenceisstayingonlineonemoretime,however. With some uncertainty still surrounding international travel and quarantine requirements, we couldn ’t guarantee that an event of this size could safely take place. It’ s essential that our delegates feel comfortable at an event which is so full of networking opportunities and relaxed, engaging conversations.
This year ’ s theme is ‘Ain ’t no mountain high enough’ , which can and should be interpreted in your own way. We could talk about the career development, alwaysgoingafterbiggerandbigger jobs. Instead, though, you should actually find your own mountain and match the job to what you can deliver. We could also talk about professional development, climbing that mountain and how to prepare, how to plan and what to have in your backpack. There are numerous other ways that people may interpret the theme (and thanks to Debbie Pern, CCM who came up with it).
The Conference will focus on the 11 core competencies with seminars and keynotes in all of them.Wewillrecordallsessionssoyoudon ’tmiss any seminars while choosing one over the other. Also, if you have a meeting at work – you can still do that and not miss a keynote. The three days are designed similarly to last year with a few changes and additions. Monday 15th November will have morekeynotesandseminarstogetthefirstdayoff to a great start. The main day of keynotes and
CONFERENCE DATES AND TIMETABLE
DAY 2 – Tuesday, 16 November Education 09.00-18.00 then After Education DAY 3 – Wednesday, 17 November Education 09.00-16.45 then After Education
For full details visit www.cmaeurope.org/ cmae-conf-2021-programme or use this QR code.
seminars will be Tuesday 16th while Wednesday 17th goes deeper with workshops. Delegates will have the option to participate in at least three full workshops (or join all six).
We are proud of this year ’ s hand-picked presenters,abalanceofprofessionalspeakersandmanagers sharing best practice. Internationally well-known people such as Megan Reiz and Rasmus Ankersen will be joined by top-rated speaker Ross Matheson and club industry guru Gregg Patterson. With a truly international flavour, speakers will join us from the US, Canada, Hong Kong, UAE, Qatar, Denmark, Italy and many other countries.
We look forward seeing you – join us.
DAY 1 – 15 NOVEMBER, 2021
09.00-09.45 14.00-15.00
Open CMAE Meeting – Information about European Conference 2021 + CMAE 2022- Strategic Plan – MDPs - CMAE Portfolio
10.30-11.30
Seminar –
“Eating the Big Fish” Sandra Tinari & Jack McCluskey, Dubai Golf
How video marketing can fit into your marketing plans for the club.
Seminar –
“Committing to the future” The pros and cons about committing fully with technology at the club Rhys Beecher CCM & Nico-James Visser
With a multitude of software ’ s available to the club managers, what key decisions are involved and how can we make sure the technology is working for us? How do you decide what is in the best interests of the consumer and what helps enhance operational efficiencies?
In an environment where software providers are updating and adding new features at the same rates as iOS! Making the best use of your technology requires commitment from your respective teams. This means not only being aware of what the technology is providing to your members or guests, but also ensuring your team have ownership and training to drive the usage.
12.00-12.45
Alliance Partner Meeting
13.00-13.45
Corporate Partner Meeting “The manager in the arena: high performance performance in a competitive environment” KEYNOTE SPEAKER Ian Peek MSc., MPGA
Thiskeynotespeechisaboutcreatingandsustaining a successful management career. The arena is the manager ’ s workplace and positioning among their colleagues.
The content of this presentation comes from the 60+hoursIanhasspentinterviewing15oftheworld’ s leading professional Golfers on how they made it to the top in their chosen arena. But this presentation is not about playing Golf. It concerns itself with the personal and professional decisions these individuals made to create and sustain successful careers. Drawing on his PhD research into these high performing individuals Ian analyses their strategical and operational frameworks during four career phases: • Entering the arena:belonging or not belonging? • Adapting to the challenge: learning the rules of success • Taking the audience acclaim: when are you at the top of your game? • Leaving the arena: when and how?
15.30-16.30
“Do you really ever reach the summit?”
17.00-18.00
Welcome to CMAE European Conference 2021 Torbjörn ‘Toby’ Johansson, James Burns CCM
Adam Rowledge – If you want to reach your five star dream, you need to build a FIVE STAR team
If you expect your team to deliver a five-star service and achieve five-star results, then you need to embed a FIVE STAR culture first. If you want a culture of empowerment and engagement in your business, then you need to focus on your team in the same way that you focus on your members. It’ s essential to prioritise personalised employee experience development over standardised customer service training in order to maximise the potential of your people. If you do, expect higher sales, lower costs, increased member satisfaction and reduced employee turnover. No matter the size or scope of your club, Adam has helped businesses from boutique bed and breakfasts to retail multinationals with his 8-lesson methodology.
KEYNOTE SPEAKER Ross Matheson – AELTC GM
Ross Matheson (AELTC Club Manager) talks about the latest journey in the delivery of the 2021 Championships and how we managed to look after over 300,000 tennis fans! Sometimes with all the preparation, planning and pre paving there are many outcomes you simply can ’t predict.
How does a Club Manager work with his team to get ready, what’ s the advice when you are about to embark and when things go wrong, how do you change course, learn and react quickly?
Take some more steps with me in my brief presentation as we all reach upwards towards our next summit.
18.00-18.45
After Work – Tribute to Corporate Partners 2021
18.45
Open platform >
DAY 2 – 16 NOVEMBER, 2021
08.45-09.45
“The ABCs of managing your 2ICs (second in command)” KEYNOTE SPEAKER James Cronk
Does the idea of lounging on a beach make you sweat… or sweat with worry?
Do you wonder if your managers are stupendous... or maybe slightly stupid?
Having trouble keeping your management team on-task, accountable and focused on their mission?
In this session you will learn some of the ABC’ s for successfully managing your 2ICs (Second In Command’ s… i.e. Golf Professional, Superintendent, F&B Manager, Chef, Sales Manager, etc).
You will learn some of the best practices for setting measurable KPI’ s, establishing effective two-way communication tools, writing contracts and job descriptions, and even how to hire (and fire) them if needed.
Coffee Break – Gatherly
10.15-11.15
Seminar 1 –
“Operations Excellence” Dan Naudo CMDIp & Brad Gould
Operational Excellence has played a pivotal role in both our careers and we want to share our insights on successful methods to get the best from your operation. There isn 't one operational facility we have spoken to over the last 18 months that hasn 't experienced difficulties within service levels or employeelifecyclesandthebalancethatcomeswith leading your team whilst maintaining KPIs within the business. We hope that by sharing some of our best practices around operational excellence you can implement these in your facility and make a difference for your staff, members and guests.
10.15-11.15
Seminar 1 –
“Skills over structure: protecting the future of your club through governance” Ed Chapman CMDip
In this fascinating and interactive presentation, derived from a 24-week Master ’ s degree research project, you will learn how governance structures and board composition affect organisational performance; what golf club managers see as the key challenges facing them; and the use, or lack of use, of corporate management practices.
10.15-11.15
Seminar 1 –
“If you had the chance to start from scratch, what would you do?” Ed Edwards, COO Golf Saudi
Listen and participate with Golf Saudi COO Ed Edwards and hear how they are building golf in Saudi Arabia. A number of his amazing Team of people will share their stories and how it all ties back to sustainability. What would You do if you had a blank piece of paper? Would you start with your WHY? This session is not to be missed.
Coffee Break – Gatherly
11.30-12.30
“Hunger in Paradise” KEYNOTE SPEAKER Rasmus Ankersen
While organisations talk a lot about how to achieve success, they talk way too little about the consequences of success. About the complacency, arrogance and resistance to change, which often follow as a shadow of success.
In his new book “Hunger in Paradise " Rasmus describes how successful companies can stay successful and eliminate complacency. In his dynamic and engaging keynote, Rasmus Ankersen brings to life the lessons to be learned from some of the worlds most successful organisations.
Lunch – Gatherly
13.15-14.15
Seminar 2 –“The truth about working
abroad” Brodie McDonald CMDip & David Shepherd
The real truths about working abroad. “We will bring to life our experiences, both good and bad of living in Southern Europe, Scandinavia, Middle East and Asia. We will share thoughts on choosing the right role, venue, employer, owner, timing and what to expect as individual or family. ” Practical hints and recommendations for the best way to secure your dream job abroad.
13.15-14.15
Seminar 2 –
“Leading your committee” Alex Woodward CCM
This seminar will highlight roles and responsibilities in the committee room, and reflect on Guiding and Influencing to get the right results. Also: how you can use the alphabet to describe the role of a GM with committee and members, and the importance of educating staff and evidence your committee.
13.15-14.15
Seminar 2 –“10 Golden Rules for not getting
hacked” Les Durno & Paul Mainstone
Facts, figures and statistics around cyber in small businesses. The difference between hardware and software defences and those needed from people; Cyber Essentials and how it helps; a quick demonstration of Cyber Smart and why it is important; plus Q&As. Les shares his experience on being hackedandtheimplicationswhilePaulwillhelpdelegates make sure it won ’t happen to anyone else.
Coffee Break – Gatherly
14.45-15.45
“Speaking truth to power” KEYNOTE SPEAKER Megan Reitz
Megan is Professor of Leadership and Dialogue at Ashridge where she speaks, researches, consults and supervises on the intersection of leadership, change, dialogue and mindfulness.
Speaking truth to power is extremely topical at the moment. “With my research partners, I have been examining the consequences of staying silent on matters of misconduct, the need for people up and down the formal hierarchy to speak up with disruptive, innovative ideas as well as the ‘ conversational habits ’ we hold personally, in our teams and organisations, which include or exclude diverse voices.
Coffee Break – Gatherly
15.00-16.00
Seminar 3 –
“Becoming a Golf Club General Manager : The Trials and Tribulations from moving from General Industry to the Golf Industry” Adrian Wood CMDip & Michael Braidwood CCM
How can you support someone interested in moving from General Industry to the Golf Industry –real challenges and solutions. Also: discussions and facts about working in the two industries which are so similar but worlds apart: what Golf Managers should know!
15.00-16.00
Seminar 3 –
“The science behind Boomers and Swingers – why understanding human behaviour and emotions can lead to bigger profits” Nick Solski CCM
Nick runs Boomers and Swingers, described as ‘The Best Ball Whacking Field in Manchester ’! “Everyone is welcome here at Boomers & Swingers, whether you ' re a seasoned golfer or just want to hit balls at tanks!” This is a session where you will laugh, as well as come out with a bunch of new ideas that might be possible to turn into your own.
15.00-16.00
Seminar 3 –“The future of IT in the club
space” Richard Clements & George Stavros, Pacesetter
Withdigitaltrendsalreadyinplaceatmanyclubs,the entire industry needs to be aware of the possibilities to engage with the membership/visitors. Some of the trends spoken about on this seminar will be instant messaging, Mobile security, food deliveries and personalization and fitness. Not all them will probably apply to your club, but there will be nuggets to think about and possibly implement within the next few years.
Coffee Break - Gatherly
16.15-17.15
“Climbing The Mountain” KEYNOTE SPEAKER Gregg Patterson
Living the brand - Gregg is one-of-a-kind. Listen to his take on the theme of the Conference and absorb some of the passion and energy that he possesses for this industry.
These are challenging times, and challenging times areanopportunityfortheprepared,thecreative,the enthusiastic and the resilient to do good and flourish. Tools are needed to power through the obstacles and climb The Mountain. This seminar will discuss the tactics managers can use to boost their energy, roadmap the journey, build the team, sustain the effort and climb The Mountain called SUCCESS.
17.15-18.00
After work – Gatherly
18.00
Open platform >
WORKSHOP DAY – 17 NOVEMBER
09.00
“Demystifying ‘The Knowledge’” Richard Cudlip
Listentoanactivemanagertalkingabout“theknowledge ” and how that could be utilised. In this workshop Richard will talk about the way a brain can be trained. Specially the case of London Taxis drivers.
That training can then be used in your everyday life. After the workshop you should be able to: 1. Understand how London Taxi Drivers learn and retain a huge amount of information and the key role that rigorous testing plays in this process. 2. Recognise that part of the learning process is findingwhatworksforyou,ratherthanfollowthe accepted route. 3 Demonstrate that your brain is capable of amazing things and challenge what you think you can achieve.
10.00
“It’s all in your head, right?” Tim Ladd & Nathan Shearman
Red Umbrella proves first aid training in mental health and wellbeing. “In this interactive workshop we 'll discuss what mental health is, how it affects people, and the signs and symptoms to look out for. We 'll talk about how to initiate conversations about mental health, and how we can create a positive culture around mental health in our organisations.
11.00
“Planning & Measuring a Sustainable Future for Your Club – Climate, Nature, Resources & Community” John Kemp CMDip & Howard Craft
Sustainability is central to the way we run our clubs, the decisions we make every day, and the priorities our members and customers have in their lives.
Every day we are more aware of the nature, resource, social and climate issues we face. The presentation will include case studies from CMAE members who are leading the way and the big and small commitments they have made to make their own club more sustainable.
12.00
“Resilience” David Carry, Track Record
Three time Olympic Swimmer David Carry will draw upon his heritage within elite sport and explore the topic of resilience.
Your resilience capacity can be thought of as the amount of energy you can store in your inner battery. By increasing your resilience capacity, you will be better able to maintain long term levels of high performance through periods of challenge and learn skills to optimise self-management for life.
This applies to individuals, teams and the environment they create for others.
During his Olympic Swimming career, spanning three Games, David developed a love for understanding and enhancing performance alongside capturing consistent traits amongst elite performers. It was the realisation of the power of coaching that triggered his study and a career as a performance coach. Alongside his sporting career, David completed his ILM level 7 In Executive Coaching and Leadership Mentoring following studying Business Studies at RGU.
13.00
Creative Marketing –
“Improving member loyalty through emotional awareness” Steve Graves
Being a member of a Club is much, much more than simply ‘how much golf do I play at the club. ’ This workshop will outline specific strategies that can be used at your club to greatly enhance how your members/golfers feel about your club and with that feeling will come a much more dedicated member for both usage as well as the promotion of your club. It has been stated that ‘innovation produces traffic and traffic produces habit. ’
You can create a similar element of habit at your club through the emotional connection of your members/golfers/visitors to your club.
This workshop will provide you with tangible, logical, practical and workable strategies to enhance the emotional connection of your members/golfers to your club.
Once logic overcomes emotion you are fighting an uphill battle to recruit and maintain your members and/or golfers.
14.00
“Challenge the norm” Annette Whittley & Steven Brown
Meet two F&B gurus in an exciting debate and discuss the current situation in the Club F&B world. Annette from a US perspective and Steven from a UK perspective. What can be read from the current data or emotional responses by people from within the club and also members/visitors? What can be done about staffing as most clubs/businesses are under pressure? What about mental health, reservations and table service?
We will also put them in the Hot Seat to answer YOUR questions related to F&B.
16.00
Final Session – Wrap up
Bonus Session –
“What will be the most important part of Member retention and member loyalty post-covid?” Shannon Herschbach & Mike Phelps
You need to have an onboarding process in place at your club – you can craft a system that delivers a consistent, repeatable experience to quickly turn new members into raving fans. Also create engagement – Build buzz and generate demand and affinity for special events, capital projects or clubs within the club.
17.00 - 24.00
Open platform >
