CLUB IQ August2017 | Page 21

A group photo at The American Club Hong Kong of the touring party 2017 Asian Club Managers Conference Hong Kong. A well-deserved unwind after a long day of conferencing Each year the CMAA offers a bursary program for members. Successful applicants can apply for a range of study tours and “Exposure to Excellence” programs which provide an invaluable professional development resource. Here’s an insight from some of those bursary winners, their experiences and insights and what winning a CMAA bursary has meant to them. Vjorn Bradow from Kedron- Wavell Services Club attended the Asian Club Managers Conference in Hong Kong and Macau. She was impressed by the members journey within the clubs and casinos she visited. For example, at The Wynn Casino she noted how they incorporated operational items into the design and theme of the club like how casino cameras were blended in to light fittings so that you didn’t notice them and fire extinguishers were covered in gold plating to blend in with the surrounds. She also noted the use of consistent theming at every touch point throughout the venues and the prominent display of a venue map for new customers. Vjorn also picked up some useful tips on HR, Culture and teamwork, as well as a creative use of advertising space on the on the sides of EGM’s on the gaming floor. Food and beverage initiatives made a big impression on most attendee. Things like interesting and creative Food displays, creation of separate allergen menus (gluten free etc), ongoing training for chefs to keep up with current trends and techniques and the use of iPads as menus were mentioned. For delegate Ashley Lambert of Moorebank Sports Club, Hong Kong was all about the food. Two of his favourite experiences were at the Ladies Recreational Club and the Hong Kong Club. When it came to Macau, his “wow” moment was the initial walk around Macau, how extravagant the casinos were and the amazing attention to detail on the gaming floor. The highlight of the trip for Melinda Maclwaine also from Moorebank Sports Club was the tour of Wynn Macau Casino by Craig Mitchell, Assistant Vice President – Slot Operations. With player loyalty their main focus, they will reserve machines for players for an extended period. Some up to 2 years. She said Craig spoke at length about the trials of introducing new products in this area. Government regulations are strict on new links and machines with some approvals taking up to 2 months. The government is also introducing quite stringent laws on overseas work visas. They are not re issuing work visas as they are strongly encouraging Casinos to employ local workers and promote them from within. She also noted that in all Casinos, the focus has changed slightly with the removal of bars and the implantation of kid’s clubs. It was definitely hard to find a place for a beer or a wine, she said. Brett Bolton from Narromine USMC also said the tour of the three clubs in Hong Kong and the back of house tour of Wynn Palace Casino in Macau and G2E trade expo were amongst his highlights. He said the conference held at Happy Valley race course provided useful information on a variety of topics relevant to our Industry including staff engagement and team work, cyber security, crisis management, wines, nutrition in the F&B Industry and the key note speaker, Adrian Hayes, provided the group with some real inspiration and motivation. Matt Cavanagh from Moorebank Sports won an ‘Exposure to Excellence” bursary with leading Brisbane venue, Kedron Wavell Services Club. Matt noted how they have successfully transformed their Club to appeal to a large demographic and that it was delivered through excellent customer service, a diverse food and beverage mix and endless entertainment and live shows. He said the buzz words that resonated from his time at KWSC were Connection, Experience, Sustainable. IQ 21