MAKE IT HAPPEN CONFERENCE PROGRAM - Canadian Society of Club Managers
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October 5 - 9, 2019 | London, Ontario
CONFERENCE PROGRAM
MAKE IT HAPPEN
A MESSAGE FROM THE
CONFERENCE CO-CHAIRS
As conference co-chairs we welcome you to the Forest City, London,
Ontario, for the CSCM 2019 National Conference. Our organizing committee and
our National Office have worked diligently to create an experience you
will not soon forget. We warmly welcome all the delegates, companions, and
sponsors to this year’s conference.
With five days of diverse education, and countless networking opportunities,
you will be immersed in an atmosphere that aims to create great clubs through
continued excellence in professional club management. We kick off the weekend
with an exciting CMI course on engaging and retaining employees, followed by
our opening reception in the evening. The next morning, our keynote speaker
David Chilton (Dragons’ Den) will be sure to pave the way for a productive and
insightful learning experience in the following days.
Not only will there be great education and networking, the conference will
provide you with an epicurean experience as we travel to private clubs
throughout London and the surrounding area. During the conference you will
visit RiverBend Golf Community, The London Club, and the London Hunt and
Country Club for the President’s Dinner.
For those who will be participating in the annual golf tournament, you will have
the chance to play one of Canada’s most ultra-exclusive golf courses, Redtail
Golf Club. As Sean Connery was quoted, “There’s not a place like it.”
Lastly, many thanks to the following individuals for their time, efforts, and
contributions to the planning of this conference:
• Brad Adams, Sunningdale Golf & Country Club H
IT A
PP
KE
• Jesse Fenn, The London Club, Limited
• Rob Foster, Fanshawe College A EN
M
• JoAnne Hosack, CCM, Sunningdale Golf & Country Club
• Caitlyn Hunter, RiverBend Golf Community
• Laura Shackleton, Toronto Lawn Tennis Club
CSCM 2020 National Conference Representatives: National Conference
October 5-9, 2019
London, Ontario
• Jana-Lyn Fairbairn, CCM, Riverside Country Club
• Angela Langen, University Club, University of Saskatchewan
We hope that you “Make It Happen” while in London and that you thoroughly
enjoy your time with us.
Yours truly,
Simon Bevan, CCM Geoff Curphey, CCM Michael Hearse, CCM
General Manager General Manager General Manager
RiverBend Golf The London Club, Limited Sarnia Golf & Curling Club
Community Conference Co-Chair Conference Co-Chair
Conference Co-Chair
CSCM | National Conference Final Program | 2019 3
2019 CCM DESIGNATES CORPORATE CONFERENCE
Jan Bloemraad, CCM, The Glencoe Club, Calgary, AB PARTNERS SPONSORS
Paul Chambers, CCM, The Toronto Golf Club, Toronto, ON Sincere thanks to our Corporate We gratefully acknowledge the
Jana-Lyn Fairbairn, CCM, Riverside Country Club, Saskatoon, SK Partners for their ongoing support of, support of our Conference Sponsors.
and involvement with CSCM and its
members. We will continue to work
GOLD
together to enhance the value of
membership in CSCM as we strengthen TECHNOGYM
2019 HONOUR SOCIETY STATUS our existing relationships.
Paul Morrell, CCM, Ontario Racquet Club, Mississauga, ON
BRONZE
CLUB SUPPORT INC
The Source Of Your Club’s Efficient Work Environment
2019 AWARD RECIPIENTS
IT Services - Video Security - Point Of Sale
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Club Manager of the Year Dep nc
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Jason Meier, The Oakville Club, Oakville, ON
premium care for skin and hair
Young Professional Award The above logo’s are set to PMS 369U and PMS 3005U
Please adjust the color break to match the desired destination
based on the supplied color legend.
Jihye Park, Marine Drive Golf Club, Vancouver, BC TABLETOP EXHIBITORS
Abacus Furniture
Excellence in Teaching BetterBeer.com Ltd.
CESO - Canadian Executive Service
Robert Foster, Fanshawe College, London, ON Organization
Davidson Furniture Specialties Ltd.
Club of the Year Fanshawe College
MEDIUM – Southwood Golf & Country Club, Winnipeg, MB Globe Hotelware Agency
President: Gerry Campbell Hauser Company Stores
Chief Operating Officer: Jeff Scott, CCM, CCE National Event Supply
Northstar
LARGE – Islington Golf Club, Etobicoke, ON The Wine Coaches Inc.
President: Randy Baker The Verdin Company
General Manager: Dave Fox, CCM, CCE
GOLF HOLE
Honourary Life Member
Keith Jolly, CCM, Vancouver Rowing Club, Vancouver, BC
President’s Award
Greg Lundmark, CCM, CCE, CONTRIBUTIONS IN-KIND
The Glencoe Club & The Glencoe Golf & Country Club, Calgary, AB
Steelite International, Caffe Umbria
Canada, Medovino Imports, Muskoka
Brewery, Prevo Health Solutions,
Stems Canada Inc.
4 CSCM | National Conference Final Program | 2019 5
CSCM MEMBERSHIP
Certification: What is the CCM designation?
The CSCM is the national professional society for individuals involved in the
The Certified Club Manager (CCM) designation provides the
club management profession in Canada. The majority of members are General
recognition that an individual has achieved a certain level of competency based
Managers/Chief Operating Officers and senior staff of a variety of private and
on standards set by the profession. It is awarded based on a process that utilizes
semi-private clubs. Membership also includes an increasing number of assistant
club management competencies for an examination that tests a club manager’s
managers, controllers, food & beverage managers, hospitality faculty, and
skills and knowledge.
students. Of our approximately 560 members, over 70% are from golf, or golf
and country clubs, with the remainder coming from a variety of athletic, city, For more information on the Certification Program,
yacht, curling, faculty, and other clubs. Over 250 clubs are represented. visit: https://cscm.org/education/certification.html
There are nine distinct categories of membership. If you are currently in a club The core competencies established by the club management profession are
management position, or are associated with the club management industry, you based on extensive research conducted by the Club Management Association of
may be eligible for membership. America (CMAA).
For more information or to download a membership application form, please visit They are:
www.cscm.org.
Conference Information
Learning Objectives
Upon completion of this educational program, participants will be able to: CSCM 2018-19
• Define service excellence National Board
• Identify emerging club management trends President: Trevor Noonan, CCM,
• Discuss the biggest challenges facing the club industry CCE, Toronto Club, Toronto, ON
National Office Team
• Review key take home messages that will be applicable to practice Vice-President: Mike Kenney, CCM,
Suzanne Godbehere, CCE, PGA, The Royal Montreal Golf
Chief Executive Officer Club, Ile Bizard, QC
Credits 15
ECs Susan Rock, Director,
CSCM members who register for and attend the conference will be Directors:
Professional Development
awarded ten (10) Association Activity credits with an additional two (2) credits Jeff Germond, Mississaugua Golf
for attending the Annual General Meeting. Members will also receive one (1) Ailsa Wang, Office Administrator & Country Club, Mississauga, ON
CSCM National Conference credit (with attendance at a minimum of 4 education We gratefully acknowledge the Michael Hearse, CCM, Sarnia Golf
sessions). National Education credits are awarded on the basis of one credit for work of Ginni Yeung on this & Curling Club, Sarnia, ON
each 60 minutes of education time. Breaks are not included. Participants must conference.
be present for the full session and an online evaluation must be completed and Kim Iwamoto, CCM, CCE, The
submitted for each session in order to be eligible for the credit(s). There are a Ranchmen’s Club, Calgary, AB
total of 15.5 National Education credits possible if you attend all sessions. An
CSCM National Office David Main, Toronto Lawn Tennis
additional six (6) credits are available for those attending the optional
Club, Toronto, ON
CMI course and participants must successfully complete the test at the end of 703 Evans Avenue, Suite 202A
the course. Etobicoke, ON M9C 5E9 Steve Pert, The Kanawaki Golf Club,
Kahnawake, QC
Telephone: 416-979-0640
Toll Free: 1-877-376-2726 Jason Sigurdson, CCM, CCE,
Email: national@cscm.org Vancouver, BC
Website: www.cscm.org
David Warren, CCM, CCE,
Calgary, AB
6 CSCM | National Conference Final Program | 2019 7
8
PROGRAM-AT-A-GLANCE – 2019 NATIONAL CONFERENCE
Saturday, October 5 Sunday, October 6 Monday, October 7 Tuesday, October 8 Wednesday, October 9
12:00 PM – 4:30 PM 7:00 AM – 4:30 PM 7:00 AM – 4:30 PM 7:00 AM – 4:30 PM 7:00 AM – 4:30 PM
Conference Conference Conference Conference Conference
Registration Registration Registration Registration Registration
DoubleTree Hilton DoubleTree Hilton DoubleTree Hilton DoubleTree Hilton DoubleTree Hilton
7:00 Breakfast Breakfast
7:30 Breakfast & Breakfast
8:00 CMI Registration & Opening Ceremony & ES: Innovation & Tabletop Displays
8:30 Breakfast Annual Awards Rejuvenation in Clubs ES: The Gift of Gab: ES: Millennial Panel
Joe Krenn CCM, CCE The Art of Small Talk Adam Stanley
9:00 CMI Course Opening Keynote: Refreshment Break Lee Silber
9:15 Proven Strategies to A Truly Unique ES: The 7 Mindful-Living
Engage and Retain Perspective Habits of a Sustainable
9:30 Employees David Chilton Refreshment Break & Refreshment Break &
Club Tabletop Displays Hotel Checkout
Anthony Folan Craig Marshall
10:00 Refreshment Break ES: Club
10:15 ES: The Game Has Bus departs for ES: Rapid Fire Sessions Economy of Round
Changed: What you Redtail Golf Club Moderator: Golf Course Tables:
10:30 Refreshment Break Maintenance Athletic
can learn from failures Tal Czudner, CCM
10:45 CMI Continued of Toys ‘R
R Us and Jason Pick City,
Sears and successes Presenters: Faculty
of companies you’ve Rob Cheevers & Yacht
never heard of Jim Hope, CCM, CCE Clubs
11:00 Roger Kingkade Golf Tournament Liz McDowell Closing Keynote:
(optional) Denzil Palmer Excellence: Winners’
Redtail Golf Club Paul Robertson Traits
11:45 AGM Registration
Tom Schellenberg Kimberley
Amirault-Ryan
12:00 CMI Lunch AGM Luncheon Farewell Lunch
12:15 Lunch &
1:00 CMI Continued CSCM New Board Tabletop Displays
Meeting
1:30 ES: Challenging ES: Rise Above the ES = Education
Conversations & Chaos in Customer Session
Feedback Service
Mark R. Thompson Carolyn Gross
2:30 Refreshment Break
2:45 CMI Continued
3:00 Refreshment Break Refreshment Break &
3:15 ES: Canadian Private Tabletop Displays
Club Trends & Insights –
CSCM Member
Research Initiative
4:00
Derek Johnston
4:15 Suzanne Godbehere
4:45
5:15 Welcome Session
5:30 for First-Time Bus departs for Bus departs for London
Conference Attendees: RiverBend Golf Hunt and Country Club
“New-bees” Community
CSCM | National Conference Final Program | 2019
6:00 CSCM 2019 National Club Tours & Social President’s Dinner
7:00 Conference Event Bus departs for London Hunt and
Opening Reception RiverBend Golf DoubleTree Hilton Country Club
DoubleTree Hilton Community & The
London Club
9:00 Hospitality Suite Hospitality Suite
9:50 Bus departs for
DoubleTree Hilton
10:00 Hospitality Suite
11:00 Bus departs for
DoubleTree Hilton
9
EDUCATION PROGRAM
SATURDAY, OCTOBER 5
9:00 AM - 4:30 PM
CMI Pre-Conference Course (optional)
Proven Strategies to Engage
6 ECs and Retain Employees
Presented by: Anthony Folan, Integral HR Solutions Inc.
This interactive course is designed to provide participants with an appreciation
of proven strategies and practices that aid in attracting and retaining competent
employees. Interactive discussions supported with case study exercises will
provide participants with proven methodologies to create an optimal workplace
culture. As a result of participation in this program, members will gain practical
knowledge and insight in relation to becoming an employer of choice.
Interactive modules could include the following:
• Proven Strategies to Create an Engaged Workforce
• Proven Strategies to Create an Optimal Organizational Culture
• Proven Strategies to Introduce Organizational Change/Cultural Change
• Creating Accountability throughout the Organization
• Situational Leadership (From a Professional Development Perspective)
• Emotional Intelligence (Education and Self-Assessment - from a Professional
Photo © 2018, Dave Sansom
Trust
Development Perspective)
• Proven Strategies to address and remedy Conflict in the Workplace
It’s why East Lake Golf Club counts on us for the TOUR Championship. • Characteristics of Highly Effective Teams
• Developing Fair and Equitable Employment Practices
• Respect in the Workplace – Proven Strategies to Avoid Costly Litigation
• Effective Communication Skills and Competencies (Peer-to-Peer Discussions)
This course is recognized as one of the CMI courses required under the
“Golf with a purpose.” That’s the motto that drives this Certification Program, based on the successful completion of the test at the end
historic and philanthropic club, located just five miles of the course.
from downtown Atlanta. And what drives Ralph Kepple, Anthony Folan provides strategic Human Resources support to a wide
Director of Agronomy, and his staff is a commitment to variety of organizations throughout North America and Europe. His
excellence. According to Ralph, John Deere has helped primary focus is placed on assisting clients create and align best-in-class
in that endeavor. “In the twenty-plus years East Lake practices and strategies that drive cultural change.
has partnered with John Deere, I am always impressed
by their commitment to improve and enhance their Understanding that attracting and retaining competent employees provides
equipment. The quality of cut on their mowers has always been outstanding.” organizations with a competitive advantage, Anthony works with organizations to
introduce practical strategies and systems that create service-oriented cultures
Give your course the quality of cut it deserves. Contact your local John Deere
that reward and recognize employees for their contribution.
Golf distributor today. JohnDeere.ca/GOLF
Trusted by the Best
74356 CSCM | National Conference Final Program | 2019 11
Anthony’s areas of expertise include: Leadership Training & Development, 10:15 AM – 11:45 AM
Managing Organizational Change, Creating Performance Management Systems, Education Session
Coaching Front Line Management, Employee Assessment, Employee Engagement
Interventions, Employee & Labour Relations, Recruitment & Selection, Executive The Game Has Changed: What you can learn
Coaching and Workplace Investigations. 1.5ECs R Us and Sears,
from the failures of Toys ‘R
In addition to presenting for the CSCM at Regional and Provincial events, Anthony
and the successes of companies you’ve
often facilitates interactive education and awareness sessions for National and never heard of
International audiences. Presented by: Roger Kingkade, Offcourse Golf/
Engaged Club
5:15 PM – 6:00 PM
When it comes to business, the ground beneath us is constantly shifting. The
Welcome Session for First-Time Conference Attendees future belongs to innovators who seek to change the lives of the ones they serve.
(optional) Learn what that looks like and how to play your part.
Whether you are a new member or have been with CSCM for a while, and this is Roger Kingkade’s first career was as a performer, most notably on radio
your first National Conference, you are a “New-bee”! CSCM invites all members stations in Calgary and Vancouver where he served his audiences every
who are attending for the first time, to join the CSCM National Office Team, day. He’s taken all of the digital marketing, communications, and tech
National Board, Alumnus, and Branch Presidents for an engaging discussion about skills he acquired over two decades in broadcast media and applied it to
attending CSCM professional development events, touring clubs, and networking his own golf application company. He lives in Calgary where he mentors
with peers. entrepreneurs in the startup community. Roger loves dogs, travel, campervans, and
baseball. He is also the host of the Engaged Club podcast alongside Jim Hope.”
SUNDAY, OCTOBER 6 11:45 AM – 12:00 PM
AGM Registration
8:00 AM – 9:00 AM
12:00 PM – 1:00 PM
Welcome Ceremony & Annual Awards
AGM Luncheon
9:00 AM – 10:00 AM
1:30 PM – 3:00 PM
Opening Keynote Presentation
Education Session
Opening Keynote: Dave Chilton,
1 EC A Truly Unique Perspective Challenging Conversations & Feedback
1.5 ECs
Presented by: David Chilton, Financial Awareness Presented by: Mark R. Thompson, McKinley Solutions
As someone who has experienced both success and failure, David humorously Challenging conversations are those everyday interactions that significantly
illustrates how a healthy perspective can lead to positive results, despite what affect your life. They differ from ordinary dialogue because the opinions of the
life throws at you, using examples from both his professional and private life, participants may vary, the emotions are high and the stakes are significant. The
including “behind the scenes” stories from Dragons’ Den. Get ready to laugh and way in which you deal with these important discussions can have a positive
be engaged in this captivating keynote presentation that will surely set the week or negative result and can change the course of your life. One of the more
off on the right note! difficult elements of being a leader and even a team member for that matter
is feedback, yet it is a critical component of trust, productivity, and effective
Former “Dragon” on CBC TV’s Dragons’ Den and Bestselling Author service excellence. You will learn the active listening model and how it is part of
of The Wealthy Barber. David Chilton is an economics graduate from the learning and development process that is so important to not only the new
Wilfrid Laurier University. In 1985, he won the award for the highest generation in the workplace but all generations. The key is to ensure as a leader
mark in the country on the Canadian Securities Course. In 1989, he and engaged team member, you are delivering feedback that promotes the
released The Wealthy Barber. It went on to sell an astonishing two development of others and self – that is a habit that benefits all.
million copies in Canada, and his latest book, The Wealthy Barber Returns, is also
a runaway Canadian bestseller.
12 CSCM | National Conference Final Program | 2019 13
Make better decisions.
Mark R. Thompson is the President and Chief Engagement Officer of
McKinley Solutions. He is a nationally recognized speaker in leadership,
teambuilding, motivation and human capital. He specializes in team and
leadership development, program facilitation, and innovative instructional
design. McKinley Solutions truly is a leader in the Canadian Golf Industry,
having worked with over 50 clubs over the past 15 years, and through that time
developing more Canadian golf tailored professional development than any other
organization. Mark holds a business degree with a specialization in human resources
and management from Bishop’s University. He is a successful Ironman triathlete,
youth mental health advocate, cancer fundraiser, road cyclist, foodie, international
mountaineer, and most importantly a proud husband and a father of two active boys.
3:15 PM - 4:45 PM
Education Session
Canadian Private Club Trends & Insights
1.5 ECs CSCM Member Research Initiative
Presented by: Derek Johnston, Global Golf Advisors
and Suzanne Godbehere, CSCM
Global Golf Advisors (GGA) and the Canadian Society of Club Managers (CSCM)
formed a strategic partnership in 2018 to produce research and insights for
the benefit of the CSCM members and the club industry at large. Each year,
beginning in 2019, GGA and the CSCM are collaborating on valuable industry
research. This session will present the most important trends and insights
generated from this research, a large portion of which has been informed by the
survey of CSCM members completed in January 2019.
Making decisions without the facts and information you
Derek Johnston is a Partner at GGA where he leads the development of need will put you on a path to uncertainty.
business solutions for GGA’s roster of clients, in addition to managing
the firm’s internal operations. Derek is an expert in club financial and
operational analysis and strategy and has had the privilege of serving It doesn’t need to be this way.
hundreds of GGA clients around the world. Prior to joining GGA, Derek
led the business solutions division for a global technology provider operating in GGA’s Strategic Intelligence platform will hand you the insights you need to
the club industry and spent a number of years in operations consulting with make informed decisions and put your club on the path to prosperity.
Arthur Anderson and Deloitte.
SI is a cost-efficient subscription program that makes strategic decisions
As the Chief Executive Officer of the CSCM, Suzanne Godbehere is clearer, easier, and quicker.
responsible for leading the operations of the Society and supporting its
mission to promote and develop the profession of club management Gain access to the program and start making better decisions today:
via the Certified Club Manager designation while providing education
to members, including career and networking opportunities. Prior
to joining CSCM, Suzanne was the Head of ACCA Canada (the Association of
Chartered Certified Accountants), an international association with 180,000
members worldwide and 3,000 members in Canada, for six years. Suzanne
globalgolfadvisors.com/strategic-intelligence
was responsible for driving the association’s overall strategy and member
satisfaction for the Canadian market. Suzanne’s previous roles included being
the Vice-President, Marketing & Communications with the Certified Management
Accountants of Canada (CMA Canada), a 50,000+ member-based organization, STRATEGIC INTELLIGENCE
and Director, Strategic Marketing for Canada for PricewaterhouseCoopers. The Premier Research & Analytics Support Service for Club Managers
14
MONDAY, OCTOBER 7
8:00 AM – 9:00 AM
Education Session
Innovation & Rejuvenation in Clubs
1 EC
Presented by: Joe Krenn, CCM, CCE, Farmington Country
Club, Charlottesville, VA
Rejuvenation is not just sticks, bricks, and capital enhancements. Innovating
opportunities, events, and activities and offering affinity programming can all
generate greater attractiveness to new members and a broader market share. As
the club industry is progressing, finding new ways to create lifestyle
attractiveness is essential. Joe Krenn, COO of Farmington Country Club will
explore a case study that is guaranteed to boost your creative thinking.
Joe Krenn, CCM, CCE, ECM has been the General Manager/COO at
Farmington Country Club in Charlottesville, Virginia since 2012. He is the
Club’s fifth GM/COO in its 92-year history. Prior to Farmington Country
Club, Joe has gained management experience with a variety of other
highly distinguished private clubs in the nation such as the Atlanta
Athletic Club, Ansley Golf Club, and Cherokee Town & Country Club. Joe was
awarded his Master of Business Administration from Kennesaw State University –
Michael J. Coles College of Business, and his B.S. in Hospitality Management and
A.S. Recreation and Leisure Management from Johnson and Wales University. He
is a Certified Chief Executive and Club Manager, served on several national CMAA
committees through the years, and was elected the President of the Georgia
Chapter for two years. In 2017, Joe was awarded the James Brewer Award for
Excellence in Club Management.
9:15 AM – 10:15 AM
Education Session
7 Mindful-Living Habits of a Sustainable Club
1 EC
Presented by: Craig Marshall, Prevo Health Solutions
Amidst the challenge and change in today’s private club industry, mindfulness
is a core skill. Greater awareness is the foundation of a sustainable club, which
keeps it relevant to all its stakeholders. “Mindfulness” includes topics such
as: personal responsibility, alignment with purpose/vision, communication &
TM
collaboration, creativity & engagement, work-life balance, stress reduction, etc.
The goal is to build an inspired team and implement the club’s vision with all its
stakeholders. Building a culture aligned to your club’s vision, which daily achieves
jonasclub.com
its goals requires specific skills-skills that are practiced in the 7 Mindful-Living
Habits of a Sustainable Club.
16 CSCM | National Conference Final Program | 2019 17
Growing up as a Hollywood actor, Craig understood at an early age that
he wanted a win-win life, which included both personal (inner) and
TUESDAY, OCTOBER 8
professional (outer) success. His early mentors taught him the value of
8:30 AM – 9:30 AM
coaching and collaboration. Travelling widely during his teenage years
allowed him to expand beyond his cultural paradigm of 20th Century Education Session
middle-class America. As a monk residing in an ashram for 35 years, Craig
experienced an unusual life of true balance and deepening awareness. As he says, The Gift of Gab: The Art of Small Talk
“I learned how my mind functioned - and often dysfunctioned!” As a respected 1 EC
Presented by: Lee Silber, Creative-Lee Speaking
swami, Craig’s spiritual study of East and West, plus his own personal
experiences, make him a popular worldwide speaker. Not everyone was born with the “gift” of gab, but everyone can learn how to be
Today, Craig continues to be one of the most powerful and profound voices, teaching a better conversationalist and communicator. This program will help introverts
“mindfulness” with a unique perspective and wit. His life experiences allow him to learn how to be comfortable with being uncomfortable and be able speak to just
bridge the gap between professional accomplishment and personal development. about anyone, anywhere, at any time. Extroverts will also benefit from the tips
and techniques as well, as they learn how to become better listeners, create
excitement in others, and win people over with their words. The art of small talk
is a valuable skill that allows us to connect with others in a way that creates a
strong bond, breaks down barriers, and helps us build relationships with
members, as well as their guests.
Lee Silber owes everything to his club. His dues, the next assessment,
and his slip fee. The truth is, as a lifelong member of a private club
Lee learned how to talk to just about anyone which led to much of his
success. He opened his first retail store at the age of 21, turned one
store into a chain by his 25th birthday, and wrote his first of 24 books
before turning 30 years old. In addition, Silber has been a professional speaker
and trainer for 28 years. He’s been to Canada many times to speak and to
promote his books at Chapters stores.
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Learn more: Visit Technogym.com/Skillrun
© 2019 Textron Specialized Vehicles Inc.
18 CSCM | National Conference Final Program | 2019 1910:15 AM – 12:15 PM 1:30 PM – 3:00 PM
Education Session Education Session
Rapid Fire Sessions Rise Above the Chaos in Customer Service
2 ECs 1 EC
In this quick and informative session on various topics, CSCM members Presented by: Carolyn Gross, Creative Life Solutions
take the stage to share about their club, new trends, and lessons
learned in the club industry. Stage time will be strictly moderated People management and event management situations open the door for
10 minutes of presentation followed by five minutes of Q&A. Think customer service challenges. Whether it’s staff performance issues, resource
“TED-Talk”. provider dilemmas or highly demanding clients, we can be bombarded with
chaos. These unexpected events create uncertainty, when they keep showing
Moderated by: Tal Czudner, CCM up. The outcome can be a critical, worn-down and less effective manager or
team. This session will teach to skillfully capitalize when opposition is at hand.
Incorporating Values into Club It’s All About the Journey Learn to assess customer and team coping styles and find a collaborative way to
Management solve the problems. Discussion on how to create an atmosphere where you can
Denzil Palmer
communicate better and are trusted by associates; so if problems are starting
Rob Cheevers Club Consultant, McMahon Group
they are addressed. When chaos arises we have to have those who will believe in
General Manager, Buffalo Canoe Club
our strengths will simplify and resolve the situation.
Drones, Robots, and the Metric
How Podcasts will Change How We System Carolyn is an Award-Winning Speaker, Health Advocate, and Life Coach
Communicate At Our Clubs Paul Robertson as seen on NBC, ABC, and Lifetime TV. Her first career was in the food
service realms, where she enjoyed catering and client satisfaction. Today
Jim Hope, CCM, CCE Assistant Manager/Golf Course
she is the Author of four books: Rise Above the Chaos: How to Keep
General Manager/Chief Operating Superintendent, Victoria Golf Club
Positive in an Unsettled World, Treatable & Beatable, Breaking the
Officer,
Cancer Code and Staying Calm in the Midst of Chaos. Credentials include Past
Derrick Golf & Winter Club The Power of a Vision
President of National Speakers Association in San Diego and Certified Trainer for
Tom Schellenberg Color Code and Day-Timer. Carolyn will help you rise above the chaos and avoid
What’s up at York Downs? General Manager & Chief burnout during crisis situations. Her strategies combine workplace resiliency
Liz McDowell Operating Officer, through self-management and people management skills. Her programs offer
Chief Operating Officer, Marine Drive Golf Club how to grow skills by harnessing chaos and crisis to transform our lives. She helps
York Downs Golf & Country Club others successfully fill the reservoirs of strength they need to find their way in
unexpected situations.
EDUCATION
2020 BMI CLUB MANAGEMENT
BMI Course January 27, 2020 to January 31, 2020 Wes Behan | BC
604.316.1536
Gavin Worden | AB
780.863.0853
FOUR BRANDS.
Located at the Ted Rogers School of Management, Hospitality and
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Tourism Management at Ryerson University, Toronto, ON, this five-day Visit TextronGolf.com 905.317.3092 204.781.7293
program offers a combination of classroom lecture and hands-on learning
at various prestigious clubs throughout the Toronto area. Attendees Bryson Parsons | NB, NS, PEI
902.450.4054
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management. Registration information available soon.
©2018 Textron Specialized Vehicles Inc.
20 CSCM | National Conference Final Program | 2019 21WEDNESDAY, OCTOBER 9
v e th e d ate!
Sa
8:30 AM – 9:30 AM
Education Session
Millennial Panel
1 EC
Moderated by: Adam Stanley
You care about how to best support the incoming generation of club managers
and have your own ideas about how to help. This is your chance to hear directly
from some of the CSCM young leaders and student leaders. Learn first-hand
from this generational cohort about what matters most to them in their careers
and what they are seeking from prospective employers and in company cultures.
You will leave this education session with a better understanding of what makes
this group tick and be more equipped to shape your work environment and
culture in a way that is attractive to Millennials from diverse backgrounds.
#CSCMToronto2020 Adam Stanley is a freelance journalist based out of Ottawa, Ontario.
His work can be found in a number of national and international
publications including The Globe and Mail and The Canadian Press.
He also frequently writes on Canadian golf for the PGA Tour,
NFBC-2020-Ad.indd 1 2019-07-13 11:33 AM
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CSCM | National Conference Final Program | 2019 2310:00 AM – 11:00 AM 11:00 AM – 12:00 PM
Education Session Closing Keynote
OPTION A Closing Keynote – Excellence: Winners’ Traits
1 EC
The Economy of Golf Course Maintenance: Presented by: Dr. Kimberley Amirault-Ryan, Performance
1 EC The Pitfalls (and Solutions) to High Consultant to the NHL, NBA, and Olympians
Maintenance Costs and Budget Cuts As one of the leading mental performance consultants in the field, Dr. Kimberley
Presented by: Jason Pick, MSc. Golf Course Management Amirault-Ryan has coached and trained some of the world’s top athletes and
teams. Throughout her career, she has witnessed what habits and behaviours are
Budget cuts have been the norm in golf course maintenance since 2009. required for success and will share her expertise on how you can create an
Superintendents must show effective solutions to owners and club managers environment that is more conducive to achieving success, winning, and
proactively. The session will provide insight into the mindset of the excellence. Whether you’re on the rink or in the boardroom, Kimberley will share
superintendent faced with budget cuts, and the pitfalls when they do not universal traits possessed by those that experience the most success in their field
respond to cuts appropriately. My unique strategy shared, will be how club and how you can replicate it within your own careers, teams, and organizations.
managers should respond to their superintendents. Taking subjectivity and Interspersed with real life examples from her Olympic, NHL, and NBA
emotion out of the scenario, together supers and general managers can find the championship experiences, Kimberley will ensure you leave this session armed
most responsible approach to declining revenues and challenging financial with the recipe for success.
climates.
Dr. Kimberley Amirault-Ryan has worked in professional sport since
Jason has acquired theoretical training through his Diplomas in 2001, becoming the first and only woman to be the Performance
Agriculture and Business, Bachelor of Applied Science in Horticulture, Consultant with the New York Rangers, New York Knicks, Columbus
and a Masters in turfgrass management. Active in industry for 35+yrs, Blue Jackets and Edmonton Oilers.
he has experience from eight golf courses across Canada and overseas.
Jason is the former golf course superintendent and past president She has worked at five Olympic Games with the Gold Medal-winning
of the Western Canada Turfgrass Association, and faculty of the golf course Women’s Hockey Team, Cross Country Ski Team, and Speedskating Team. The
management program at Olds College. He continues to advise to the Prairie Canadian Olympic Committee appointed her as the Lead of Sport Psychology for
Turfgrass Research Center, and is acting Principal of Pick Sportsturf Consulting. the entire Olympic team for the 2010 Vancouver, 2012 London, and 2014 Sochi
Olympics.
OPTION B
For her groundbreaking work she has received awards such as The Globe and
Mail’s Top Power 50 List and WXN Canada’s Top 100 Most Powerful Women.
Club Round Table
1 EC Companies worldwide, including Fortune 500 companies Walmart, VISA, Johnson
Facilitated by: Geoff Curphey CCM, Scott King,
& Johnson, General Mills, and Royal Dutch Shell have hired her to help motivate
Paul Morrell CCM and Leanne Pepper
them to lead under pressure and achieve sustained high performance.
In this newly introduced education session, a round table format will be utilized
to promote a more personal and interactive setting for exploring key issues
relating to athletic, city, faculty, and yacht clubs. Assigned facilitators will
support the discussion and summarize the unique needs of these club types.
24 CSCM | National Conference Final Program | 2019 25SOCIAL PROGRAM
The following social events are included in your Full Conference Registration.
Additional tickets may be purchased online.
Opening Reception at DoubleTree by Hilton President’s Dinner at the
Saturday, October 5 London Hunt and Country Club
6:00 PM – 9:00 PM Tuesday, October 8
Welcome to the Canadian Society of Club Managers “Make It 6:00 PM – 11:00 PM
Happen” 2019 National Conference in London, Ontario! Begin One of Canada’s premier country clubs, the London Hunt and
your week by sharing an evening with your friends, colleagues, Country Club with its picturesque views, incredible clubhouse,
and industry partners that will include an array of stationary and renowned service will be our host for the President’s
and passed hors d’oeuvres set alongside creative cocktails Dinner. This celebration of the Canadian Society of Club
and entertainment. This Opening Reception will be hosted at the DoubleTree by Managers, its members, and the year that was, is always one of the
Hilton and will be an experience filled with camaraderie and networking, and sure most important events of the year. You will enjoy a formal evening that will
to build the excitement for the remainder of your week in the Forest City. include a cocktail reception, multi-course fine dining dinner, live auction, as well
as entertainment and dancing. Formal evening attire is required.
Club Tours & Social Event at RiverBend
Golf Community and The London Club
GOLF TOURNAMENT
Sunday, October 6 Redtail Golf Club
6:00 PM – 10:00 PM
Monday, October 7
An opportunity to tour and showcase two of Southwest
Ontario’s finest clubs, this progressive event is not to be 11:00 AM – 7:00 PM
missed. Your marché dining experience and evening will begin A once-in-a-lifetime opportunity to experience one of
at the prestigious RiverBend Golf Community. After which you Canada’s most exclusive private clubs-this year’s annual golf
will be whisked away to the historic London Club in the heart of the tournament will be hosted by Redtail Golf Club. This extremely
city, where you will complete your epicurean journey. Both destinations will rare privilege that has been extended to the CSCM has limited availability to
combine to create a special night with exceptional culinary creations, inspiring participate, so register early for what will be a unique
beverages, and lively entertainment. Through sight, smell, sound, and taste, these and unforgettable day. With all food & beverage items being included
world-class clubs will provide you with memories to last a lifetime. Club throughout the event, you will enjoy a delicious lunch prior to challenging
attire is required. the Donald Steele-designed course, followed by a cocktail reception at the
completion of your round.
Please be advised that there is a strict dress code in effect that should be
followed for both golf and social components of your experience at Redtail.
SOCIAL
MEDIA @CSCManagers the_cscmanagers CanadianSocietyofClubManagers/ canadian-society-of-club-managers
#CSCMLondon2019
26 CSCM | National Conference Final Program | 2019 27GENERAL INFORMATION
Dress Code
Education Sessions – Business Casual Attire
Opening Reception – Business Casual Attire
Club Visits – Business Attire
WHAT Toro® Outcross 9060. ™
MATTERS Dozens
President’s Dinner – Business Attire
Golf Tournament – Golf Club Attire of attachments.
Hundreds of jobs. 365 days a year.
Blue jeans/denim are not acceptable attire at any education sessions or clubs.
Conference Bus Transportation
Transportation to the social events is included in the fees for registration. Buses
will leave promptly at the times indicated in this program.
Hotel
Third Floor
Service Corridor
200
60 15 15
Freight
60
Elevator
15
30
15
GRAND BALLROOM
15 15
Service Area/Kitchen
Service
West Centre East Staircase to
3rd Floor
Elevator
Meeting Room 15
15
Windsor
15
Club
15
15
30 15
Service Elevators
15 15
15
30 30 100 30
15 15 60 15 Men Women
London Market
Grill Café
Reception Foyer Banquet
MOST Work smarter. Do More. Save money.
Office
Elevator Lobby
Escalators
Women Conference Check Men
Office Room
J.J. Keys
Lounge
What Matters Most to You Matters Most to Us.
Walkway to the
London Convention Centre It’s a numbers game. You need to get more jobs done fast and right the first time, optimize your club’s resources and stay within
Second Floor Third Floor budget. Toro’s new Outcross 9060, a multi-purpose and turf-friendly workhorse, combines purpose-built, all-season functionality
with intuitive operation – with virtually anyone on your staff – and unprecedented versatility to deliver impressive results. Even better,
Outcross can power your existing attachments utilizing its 3-point connection and power take-off*, haul over two tons in its supersized
cargo/dump-bed, and tow up to 16,000 lbs. (7,257 kg)**, which is more than three times its own weight. The weight-balanced, four-
Disclaimer regarding videos and photos wheel steer and full-time four-wheel drive powerhouse can get it all done without damaging sensitive turf. The all new Outcross 9060
is a Jack-of-all-trades, and Jack is jealous.
Please note that photos will be taken throughout the conference and associated
events, and may be posted on social media.
Join the conversation
@ToroGolf Call: 800-803-8676
©2018 The Toro Company. All rights reserved. Visit: toro.com/outcross
*Category 2 three-point, 540 PTO and universal skid steer mount style.
**Trailer weight, when equipped with trailer brakes.
Outcross9060_Ad_CSCM_ClubMgr_10_18.indd 1 9/10/18 3:04 PM
28 CSCM | National Conference Final Program | 2019 29CONFERENCE AUCTIONS
This year we will be holding three separate auctions in conjunction with the 2019
National Conference to raise money for the PMD Fund:
1) Live Auction – taking place at the President’s Dinner on Tuesday, October 8
2) Silent Auction – taking place in the Hospitality Suite throughout the
Conference
3) Online Auction – will be available to CSCM members, family, and friends prior VGM Club is a proud corporate partner of the CSCM
to the Conference
As you are aware, the PMD Fund is a critical part of supporting the continued CSCM members receive a
education and development of CSCM members who are pursuing their Certified
Club Manager (CCM) designation. The fund provides bursaries for members complimentary membership to VGM Club!
attending Business Management Institute (BMI) courses, the fee payments
for those challenging the CCM exam, and is also instrumental in the ongoing
development of the BMI courses hosted in Canada.
Who We Serve
A key component comprises the contributions generated from the Live and
Silent Auctions at our National Conference and the Online Auction launched More than
prior to the conference. These auctions have previously contributed upwards of
$30,000 to the fund, which will once again be our goal for 2019. 300 golf, yacht, curling and
social clubs
CHAIR: Michael Hearse, CCM across Canada
AUCTIONEERS: Jim Hope, CCM, CCE, Derrick Golf & Winter Club
& Bill Morari, The National Club
For more information:
http://bit.ly/2019NCAuction Food & Pro Shop
Beverage & Retail
50/50 DRAW
Bring cash to the event! We will be selling tickets for a 50/50 cash draw
throughout the Conference, with the draw being held during the President’s
Agronomy Clubhouse
Dinner. We wish you the best of luck!
See how VGM Club provides purchasing solutions in Canada
by visiting vgmclubcanada.com
Contact Jason Stewart
VGM Club | 416-988-3582
30Do you want
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