PRINCIPAL CONFERENCE PARTNER

RSL & SERVICES CLUBS 14th ANNUAL CONFERENCE

HYATT HOTEL, CANBERRA 24 – 27 AUGUST 2015

but will they come?

Conference Coordinator, Jodie TippingM 0416 130 202 | E jodie@totaltravelmanagement.com.au | A 60 Wilson Street Botany NSW 2019

SHAYNNA BLAZE STAR OF THE BLOCK

FEATURING

JOHN BERRYUS AMBASSADOR TO AUSTRALIA

SIR PETER COSGROVE KC MC GOVERNER - GENERAL

RSL & Services Clubs need to keep abreast of the market trends in providing great facilities and atmosphere in their venues, but how do you achieve this and is it enough? Our venues must also excel with fantastic personal service, to attract the younger demographic and build market share. Clubs should also keep building their profile and reputation as the heart of the local community, through addressing the needs of veterans & their families, as well as other areas of local support.

ANDREW NEAGLE

SIR PETER COSGROVE KC MC

SHAYYNA BLAZE

JEAN KITTSON

LINDSAY VERSON

MONDAY 24TH AUGUST3.00pm Conference Registration opens – Hyatt Hotel

5.30pm WELCOME COCKTAIL PARTY – Albert Hall (a few metres’ walk from the Hyatt) Dress: Smart Casual - Sponsored by Maxgaming

7.30pm FREE EVENING

TUESDAY 25TH AUGUST8.15am Gather in Conference Foyer for coffee

– provided by Global Coffee Solutions

8.45am THE ODE

8.47am Conference Welcome – Garrie Gibson CEO, RSL & SCA

8.55am Introduction of MC: Jean Kittson, Jean is an actress, comedienne and writer in theatre, film, print, radio and television. A regular guest on ABC Radio and Thank God It’s Friday, Jean Kittson has been a regular columnist with New Weekly, Sunday Telegraph, Sydney Magazine, Inspire Magazine, Reader’s Digest HealthSmart magazine and The Hoopla. Her film credits include Hating Alison Ashley and The Nugget and her theatre credits Mum’s the Word and Calendar Girls.

9.00am OFFICIAL OPENING of Conference by Governor-General, His Excellency General Sir Peter Cosgrove, AK MC (Ret’d)

9.15am Welcome by Principal Sponsor, Andrew Neagle, IGT

9.25am The future of Clubs - good design to meet customer needs: Lindsay Verdon, Head of Hospitality and Entertainment Venues, Paynter Dixon. Club design and the facilities they provide should be a reflection of what customers want and cater for the trends that exist within the hospitality marketplace. For Clubs to be successful in the future they will need to address change to attract new customers and grow memberships. Clubs need to challenge past design trends to ensure their relevance, profitability and their attraction to the modern customer market. This session will look back at some design trends of the past and explore areas of Club design for the future: food and beverage design, gaming and leisure activities as well as overseas developments currently providing new options for old spaces.

10.05am Challenging Interior Design for Clubs: Shaynna Blaze. Modern hospitality venues create warm, enticing spaces that invite patrons to relax and enjoy the atmosphere and great service. To help Clubs attract new patrons to your venues, and keep them coming back, award-winning Interior Designer, Shaynna Blaze, star of “The Block” and “Selling Houses Australia”, will provide new ideas and concepts for Clubs to introduce that will win new customers and keep existing members very happy! Shaynna is Australia’s most recognised and respected Interior Designer and has been creating stunning interiors in homes and commercial spaces for over twenty years.

10.45am MORNING TEA - Sponsored by ClubPlus Super

11.15am Panel Discussion: Good Service DOES matter: Moderator: Michelle Pascoe, CEO of OOPs: The quality of your Club’s customer service is the key to building market share and your reputation in a highly competitive hospitality environment. But it takes a strong commitment, a lot of training and often a change of attitudes by Club Directors, managers and long-term staff. No matter where your Club is located, your patrons expect friendly, efficient and fast attention to their needs whilst in your Club, or they will go elsewhere. Panelists: Greg Pickering, CEO, Mounties Group, Cate Griffiths, Manager, CHP School Of Hospitality, Cameron Provost, CEO, Orange Ex-Services Club.

12 noon The Gallipoli Campaign: Lt. Col. Peter Sweeney RFD (ret’d): Peter served for 30 years in the Australian Army Reserve as an infantry officer. He is a guide for both UK and Australian based battlefield tour companies. His most recent visit to Gallipoli was in September last year. His presentation will cover all aspects of the campaign from the original strategy devised by Winston Churchill through to the evacuation. He has delivered this presentation to over ninety service Clubs in NSW over the last twelve months as his personal contribution to the centenary commemoration. Peter is a finance facilitator who delivers courses on financial management for the Commonwealth Department of Defence and the NSW Ministry of Health.

12.45pm LUNCH in Conference Foyer - Sponsored by BDO

1.30pm WORKSHOPS: Five concurrent Workshops to explore key areas in Club operations, facilities and management. All delegates are asked to register for ONE of the Workshops:

A: Building Design: Lindsay Verdon, Paynter Dixon: Every Club’s main asset is the building and the property on which it stands. How to best go about a redevelopment of a Club requires a great deal of investigation, design and experience. Realising the best outcomes for Clubs surplus property or currently under-utilised Club areas should also be considered when looking at a Club redevelopment. This workshop will concentrate on the best methods to achieve success. It will also provide outlines of what to expect during the process and how to best resolve any issues.

B: Building the service strategy to connect and engage with your patrons: Michelle Pascoe, Managing Director, OOPs: Do you really know what your patrons are saying about your venue? What sort of first impression your team are creating? And how do your systems and processes in your Club underpin your service strategy? When all venues offer similar entertainment, beverage and dining options, the only difference is service. As a Club Leader, you need to know your values and build relationships with your team. Understanding workplace behaviour through staff values achieves a higher connection with patrons.

C: BUILD...a Winning Team: Jenny White and Toby Kennett, White Now! Great Teams attract Great People because successful, like-minded individuals thrive off the energy and results of other successful people. But HOW do you attract the right candidates in the first place and then what can you do

PRINCIPAL CONFERENCE PARTNER

JOHN BERRY

PAUL CAREW

GREG RUSSELL

LT. COL. PETER SWEENEY (RET’D)

MICHELLE PASCOE

to sort out the great from the not-so-great? In this highly interactive workshop, the Team from White Now! will provide you with tools and information to assist you to write the sort of adverts that attract the type of great candidates you’re looking for. From there, you’ll be involved in a Group Recruitment session so that you can immerse yourself in the experience of pin-pointing the sorts of behaviours that hospitality legends are made of. We all say “our people are the difference.”

D: Venue Repositioning Process: John Tully and Peter McLean, PKF: PKF have a proven track record in assisting Clubs to reposition their venues in a manner that attracts a new demographic for long-term commercial sustainability. The process commences with the development of a customer-based strategy which will activate product and service offerings to not only appeal to a designated audience, but provide your Club with a distinct competitive advantage. “The Greens” at North Sydney is a case study on which PKF were closely involved, where a non performing asset has been turned around to become a leading F&B destination venue. This workshop will highlight the key aspects to assist your Club in such a venue repositioning process.

E: Effective Gaming Room Design with Tony Donnelly from Donnelly Design – proudly sponsored by IGT.Tony’s workshop will be centred around designing a modern and effective gaming installation. Find out how to incorporate government regulations and proven design approaches that maximise the effectiveness of your gaming room. This workshop will not only concentrate on the general rules that apply to all gaming rooms, but look in particular at the influences on particular markets.

Tuesday evening: FREE

WEDNESDAY 26TH AUGUST8.30am Gather in Conference Foyer for coffee

– provided by Global Coffee Solutions

9.00am: THE ODE

9.05am Building Sustainable Gaming Success: Paul Carew, Tabcorp Gaming Solutions: Paul Carew has been involved in the hospitality business across the Australian market for over 20 years. He has held senior management positions with Tabcorp across gaming, retail wagering and Keno. In his role as General Manager of Tabcorp Gaming Solutions, Paul and his team are focused on driving sustained business performance improvement with their venue partners. TGS launched successfully in Victoria in 2012 and expanded into NSW late 2013.

9.45am “Building Business Success”: Greg Russell, Russell Corporate Advisory: Competing for the leisure dollar requires insight, application and innovation. The path to business success does not stop once the leisure dollar has walked through the door or into the bank. The journey of managing revenue is somewhere between an art and science to ensure that revenue is applied in an effective manner. In this session, Greg will share his experience in working with organizations to achieve profitability and long term sustainability, to effectively manage costs and to harness the potential of their significant assets.

10.30am MORNING TEA - Sponsored by ClubPlus Super

11.00am Panel Discussion: Core Purpose Projects Review: Moderator, Garrie Gibson. The RSL & Services Clubs Association conducts a number of important projects to support Veterans and their families and to encourage remembrance and respect for the contribution and sacrifice of Australia’s Defence Forces. This Panel session will outline how these projects have impacted on our understanding & support for our troops and why they deserve support and commitment from Clubs and RSL Sub-branches. Panelists: Andrew Bell, CEO Wagga RSL Club; Bronson Horan, Afghan Vet & Director of Ludus Training; Max Duignan, 2014 KYLC Trekker; Ron Browne, Manager, Professional Development, ClubsNSW.

11.50am KEYNOTE ADDRESS: US Ambassador to Australia, John Berry. The Alliance between the United States of America and Australia, forged under the threat of Japanese invasion in World War II, has been the bedrock of a strong and enduring friendship and partnership between our two nations. Australians recognise the incredible importance of our Alliance and how our two peoples share a common commitment to freedom, democracy, justice and the rule of law, and tolerance & respect for all our peoples. John Berry presented his credentials to Governor General Quentin Bryce on September 25, 2013, becoming the 25th U.S. Ambassador to Australia. As Ambassador, he seeks to strengthen the U.S.-Australia alliance; to increase bilateral trade and investment; and to deepen cultural, scientific and environmental cooperation between the United States and Australia. Prior to his nomination, John served as Director of the U.S. Office of Personnel Management where he directed a workforce of nearly two million from April 2009 to April 2013. Hiring of veterans and people with disabilities reached record highs under his leadership.

12.35pm Conference Closing Remarks: RSL & SCA CEO, Garrie Gibson

12.45pm LUNCH - Sponsored by BDO

1.30pm ANNUAL GENERAL MEETING of RSL & SCA

4.15pm Delegates gather in Foyer for transportation to Australian War Memorial

4.45pm COMMEMORATION SERVICE – Australian War Memorial (Dress warmly)

5.15pm PRIVATE TOUR OF FIRST WORLD WAR GALLERIES – by AWM Staff

6.30pm PRE-DINNER DRINKS – ANZAC HALL, Australian War Memorial

7.15pm ANNUAL CONFERENCE GALA DINNER, ANZAC HALL, Dress: Black Tie SPIRIT OF ANZAC AWARDS Sponsored by Thomson Geer

THURSDAY 27TH AUGUST7.00am BREAKFAST in your Hotel

Delegates return home at their leisurePRINCIPAL CONFERENCE PARTNER

RSL & SERVICES CLUBS 14th ANNUAL CONFERENCEHYATT HOTEL CANBERRA

24 – 27 AUGUST 2015

MEMBERS/CORPORATE PARTNERS $935 | NON-MEMBERS $1195REGISTER ONLINE AT WWW.RSLSERVICESCLUBS.COM.AU

ACCOMMODATION OPTIONS

HYATT HOTEL CANBERRA

Hyatt Hotel Canberra, the city’s finest international 5 star hotel,is conveniently located in Canberra CBD, next to Australia’sParliamentary Triangle. Park Hyatt Canberra hotel in Yarralumla isjust minutes from Canberra’s major tourist attractions, the city centreand ACT government offices. Heritage listed, this luxury Canberrahotel has been restored to its former 1920’s grace with extensiverenovations retaining Art Deco design elements, while incorporatingmodern facilities and Park Hyatt touches.$295 per night – King single including buffet breakfast for one $325 per night – Twin / double including buffet breakfast for two $375 per night – Deluxe king including buffet breakfast for one $405 per night–- Deluxe twin / double includind breakfast for two

HOTEL KURRAJONG CANBERRA

Hotel Kurrajong Canberra is in the heart of the Parliamentary circle, on the National Circuit, in Barton. Hotel Kurrajong Canberra originally opened in 1926, a time when personal style was celebrated. And so it is again. The hotel has been refurbished to its original grandeur, with 21st century comforts carefully incorporated. Hotel Kurrajong boasts 147 beautifully appointed rooms, 26 of which are heritage listed

$210 per night – king single including buffet breakfast for one $225 per night – twin / double including buffet breakfast for two

PARTNERS PACKAGE $420

Includes Welcome Function, Gala Awards Dinner and AWM Tour

Today you will be doing some bargain shopping at Canberra’s only outlet centre located in the heart of Fyshwick. Canberra Outlet Centre offers up to 70% off across all factory and Homemaker Centre retailers. After a couple hours of shopping you will head back to the Hyatt for their famous High Tea. Select from a fabulous display of finger sandwiches, scones with lashings of jam and cream, slices and cakes and a glass of sparkling wine is included for your pleasure. THERE WILL ALSO BE A SPECIAL SURPRISE.

CANCELLATION POLICY

The organiser reserves the right to change the conference program or costs for unforeseen circumstances. Cancellations after Friday 7th August 2015 will incur a charge of 1 night’s accommodation plus 50% of the registration fee. Cancellations before Friday 7th August will incur a $100 administration fee.

Registrations must be completed ONLINE at the Association website by Monday 17th August 2015

SUPPORTING SPONSORSPRINCIPAL CONFERENCE PARTNER

Conference Coordinator, Jodie TippingM 0416 130 202 | E jodie@totaltravelmanagement.com.au | A 60 Wilson Street Botany NSW 2019