Affiliate LEADERS series
Program title
myaffiliate
Content
My First promotion
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Effective Leadership Behaviours
Organisational Culture & Leadership
Teams And Teamwork
Performance Management
Problem Solving and Decision Making
Delegation
Dealing with friends
Dealing with Difficult Conversations
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Performance couching
Giving feedback
Practice with a professional actor
Conflict resolution – internal/external customers
Optimising operations
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Work flows
Shift management
Learn how to identify and remedy workplace problems
Shift reporting
Learn to set goals to motivate your teams
Workplace coaching
Delivering Great Customer Service
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Developing skills to deliver exceptional customer service
Working with internal & external customers & how to exceed expectations
Identifying and meeting basic needs of your customers
Identifying barriers to customer service & overcoming them
Developing a cycle of service for different areas of the club
How to motivate the team
Developing standards that are attainable and meaningful
Developing effective communication techniques
Handling complaints effectively
Identifying and handling difficult situations
Introduction to F&B Operations
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Costings
Menu development – F&B
Product knowledge & promotion
Liquor Compliance – RSA initiatives
Introduction to Gaming Operations
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Report and analyse on gaming machine data – non-accredited version.
Gaming service
Understanding loyalty programs
Gaming Compliance
Introduction to Marketing
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Social media for external and internal customers
Digital Marketing
Design and develop marketing ideas
Marketing compliance – Pokies/alcohol promotions
Finance for Supervisors:
Cost Control Principles
• Wage percentages
• Reporting
• Stock control
Navigating the Registered Clubs Award/Roster Staff
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Operational planning
• How to write operational plans
• Work force planning
• Succession planning
Rostering principles
Using the award correctly
Obligations responsibilities
Record keeping
Let CMAA take your Supervisors to CEO’s