Sunday, October 20, 2024

8:45 am - 10:15 am

Humanity at a Crossroads: Transformation or Extinction

The COVID-19 crisis has had two enormous and related consequences — it brought much of human activity to a halt and it’s given nature a respite. Both provide an opportunity to reset society's priorities and head in a different direction.

 Confrontation with the reality of a new epidemic should have subdued political and economic imperatives to scientific reality and the US and Brazil have shown what happens when science is ignored or brushed aside. In a time of accusations of fake media, deep conspiracies, and relentless trolls, scientists should have regained authoritative prominence, and people have had to confront important questions about purpose, values, opportunities, and constraints in the way we choose to live.

During the pandemic, the murder of George Floyd in the US and Indigenous people and the outbreak of racist attacks against Asians in Canada have revealed deep-seated racism and inequities that must be dealt with in a post-Covid world.

 In this exploratory presentation, Dr. David Suzuki touches on some of the stark questions and answers we’ve encountered, from our impact on the environment and our ability to change it, to our dependence on the human creation called the economy and the unfair treatment of our elders, indigenous people, homeless people, etc.

 Suzuki puts out a call to action for all of us to rethink our priorities and learn the ultimate lesson in front of us — that nature can be far more forgiving than we deserve. Let us continue to allow her to recover and learn how to put our efforts into living green and building a society that not only restores Earth’s sustainable productivity, yet encourages collaboration and humanity.  

David Suzuki

Dr. David Suzuki has made it his life's work to help humanity understand, appreciate, respect and protect nature. He is familiar to television audiences from his 44 years as host of the CBC science and natural history television series The Nature of Things. In 2020 David received The Canadian Academy of Cinema and Television's Lifetime Achievement Award. He has been recognized by BC Achievement in partnership with the Lieutenant Governor of BC for his extraordinary work as a recipient of the 2021 BC Reconciliation Award.  Dr. Suzuki is a Companion to the Order of Canada and a recipient of UNESCO's Kalinga Prize for science, the 2009 Right Livelihood Award, and UNEP’s Global 500. He is Professor Emeritus at the University of British Columbia in Vancouver and holds 32 honorary degrees from universities in Canada, United States and Australia. His written work includes more than 56 books, 20 of them for children. Dr. Suzuki lives with his wife and family in Vancouver, B.C.

10:45 am - 12:15 pm

Working together through the ages: Intergenerational Panel

In this session a panel moderated by Jim Hope, CCM, CCE will discuss relevant hot topics that impact intergenerational teams and share experiences and lessons on how they enhance their teams' successes.

Jim Hope, CCM, CCE
General Manager/COO
Derrick Golf & Winter Club

Jim is proud to serve the Derrick Golf & Winter Club in Edmonton, Alberta as General Manager/Chief Operating Officer. He has managed clubs on Vancouver Island, in the Okanagan Valley and in Calgary where he resided for 15 years. He is a past Provincial and National President of the Club Management Association of Canada (CMAC).

Jim believes success in the club industry comes from the sharing of ideas and information. With continued education and networking, club leaders will create, discover, and improve best practices that make our clubs a cornerstone of our members' lives.

2:45 pm - 4:45pm

Wines of the Okanagan Masterclass: Pinot Noir and Chardonnay

A step-by-step masterclass on winemaking during harvest. Delegates can taste fresh samples and some samples from the cellars as they become immersed in the winemaking process.

Nikki Callaway
O’Rourke Family Estates

Nikki joined O’Rourke Family Estates in June 2019 and brought with her a serious winemaking pedigree. She completed a Masters in Enology from the prestigious Université de Bordeaux and gained viticulture and winemaking experience in various regions of France including Beaujolais, the Loire, and multiple appellations in Bordeaux (Margaux, Pessac-Leognan, Blaye and Cotes de Bourg). Nikki returned to Canada 10 years ago to work in the Okanagan Valley, a region that was brand new to her at the time. Since then she has specialized in northern valley fruit including Chardonnay, Pinot Noir and aromatic whites.

Nikki has proven her talents through significant roles at major British Columbia wineries such as Mission Hill and Quails’ Gate. In 2011, a pinot noir she produced was awarded the ‘World’s Best Pinot Noir’ at the Decanter World Wine Awards.

Nikki possesses a keen interest in both viticulture and winemaking. Her passion for small-lot premium production combined with her attention to detail make her the perfect match for our state-of-the-art project and estate grown fruit.

Monday, October 21, 2024

8:45 am - 9:45 am

Resilience through Natural Disaster: 100 years of Firefighting… in 36 hours

Join West Kelowna Fire Rescue Fire Chief Jason Brolund for a behind-the-scenes glimpse of the 2023 McDougall Creek Wildfire. In August of 2023, West Kelowna and Westbank First Nation was devastated by a fast-moving wildfire, fueled by high winds and extreme drought conditions. At the height of the fire over 35,000 were evacuated and 30,000 on evacuation alert across the region. Sadly, 190 homes were lost however there was no loss of life. Emergency responders came from around the province and across the globe to help. The event attracted international media attention. Chief Brolund will share the story of the massive emergency response, the communities’ resilience and what to expect after a major emergency incident turns the world around you upside down.

Jason Brolund
Fire Chief
West Kelowna Fire Rescue

Jason serves as the Fire Chief for the growing community of West Kelowna and Westbank First Nations. Jason led hundreds of firefighters through the devastating McDougall Creek Wildfire in the summer of 2023, evacuating over 25,000 residents and saving thousands of homes from destruction. Previously, Jason served as Deputy Fire Chief with the Kelowna Fire Department. Jason has been involved in emergency services for the past 28 years. He was directly involved in the emergency management component of major wildfires and floods in British Columbia and as a Venue Fire Commander during the 2010 Olympic Winter Games. Jason holds a Bachelor degree in Technology with a specialization in Emergency Management. He has been awarded the British Columbia Provincial Fire Services Long Service Medal and the Canadian Fire Services Exemplary Services Medal. In 2022, Jason was named West Kelowna Citizen of the Year. Jason is passionate about protecting communities from Wildfire and serves on the board of the Fire Chiefs Association of British Columbia.

10:15 am - 11:15 am

Appeal to the General Manager – Mission Critical Financial Concepts and Associated KPIs

All business endeavors rest on financial outcomes. Every business must assure an adequate return on capital to properly reinvest in the business. Too often, private clubs have difficulty adhering to this reality because of:

  1. The inherent owner/customer conflict. As both owners and “customers,” members ultimately set the price for access for themselves. With human nature as it is, is it more likely the tendency is to set the price too high or too low?
  2. Ambiguity related to the key financial drivers that results from the constant churn in volunteer leadership. Assumptions of what “matters” change with Treasurers and Presidents who come and go while the reality of what absolutely matters is as clear and constant as the data that now exists in the industry.
  3. Ego drives an imbalance of financial knowledge and power. The dynamics are such that a significant number of volunteer leaders earn their living in finance – capital markets, public accountancy, financial management in corporations.

This fast paced and upbeat session will focus on the mission critical private club KPIs that avert the cited issues that inhibit proper return on capital. The KPIs, and their implications that will be addressed include Return on Invested Capital, Net Worth Over Time, Balance Sheet KPIs, the Dues to Revenue Ratio, the Payroll to Operating Expense Ratio and their relationship to the purpose of both the Operating and Capital Ledgers. Completely new, and definitive, research by Club Benchmarking will be presented with focus on application of the concepts and KPIs to make this session a career game-changer for attendees.

Ray Cronin
Founder and Chief Innovator
Club Benchmarking

Club Benchmarking was founded in 2009 after Ray became involved in the governance of his club. He realized discussions and decisions of the Board and Committees were driven by opinion and was concerned with the lack of data and fact. Since 2009, Club Benchmarking (CB) has been gathering financial, operational, membership and compensation data from over thousands of clubs across North America, Australia, and Europe.

Ray has visited, and presented to, the professional staff, Boards, Committees and Members of over 800 clubs across North America, Europe, Australia, and Asia and was selected as Boardroom Magazine’s Educator of the year in 2018 and 2022 and was awarded the John Fornaro Impact Award in 2019.

Ray was President of Thorny Lea Golf Club for three years and a Board member and officer for ten years in total. He holds a BSEE from WPI and an MBA from Harvard Business School.

11:15 am - 12:15 pm

Club Roundtables

Delegates will be invited to join roundtable rooms based on club types. Each group will participate in a peer-to-peer discussion on hot topics moderated by a club management professional. 

2:00 pm - 3:30 pm

Fostering Engagement and Leadership: Strategies for Developing Exceptional General Managers in Private Clubs

This presentation explores the pivotal role of member and employee engagement in cultivating outstanding general managers within the unique context of private clubs. We will examine tailored strategies for enhancing engagement among both club members and staff, highlighting how these approaches contribute to the development of highly effective general managers. Attendees will gain insights into practical tools and methodologies to build a motivated and dedicated team, while also creating an engaging and satisfying experience for club members. Join us to discover how fostering a culture of engagement can transform potential into performance, driving excellence and strong leadership in the private club industry.

Brett Morris
General Manager/COO
The Club at Admirals Cove

Brett Morris, the General Manager and COO at The Club at Admirals Cove in Jupiter, Florida, is a highly respected figure in the club industry. With an impressive track record spanning over 30 years, Brett has become known for his exceptional leadership and numerous achievements.

Brett's reputation as a visionary leader committed to excellence precedes him. His remarkable accomplishments have left an indelible mark on the industry. In recognition of his outstanding contributions, he was named the 2022 CMAA Club Executive of the Year and received the prestigious 2016 James H. Brewer Award for Excellence in Club Management. These accolades serve as testament to his ability to guide clubs towards unparalleled success and create extraordinary experiences for their members.

In addition to his professional achievements, Brett is dedicated to giving back to the industry. He is highly sought after as a speaker and mentor, and his wisdom and expertise are valued by aspiring professionals. As a director and recipient of the FLCMAA Jay DiPeitro Award for Most Valuable Member in 2019, Brett has demonstrated his commitment to serving the industry. Furthermore, his role as a faculty member for the esteemed Business Management Institute allows him to share his profound insights on various topics, including food and beverage trends, crisis management, and club culture. Audiences are captivated by his wealth of knowledge and expertise.

Brett's passion for the industry goes beyond traditional leadership roles. He is a trailblazer and visionary leader who has made significant contributions to the field of club management. His dedication, experience, and commitment to excellence continue to inspire professionals in the industry.

As of 2023, Brett Morris is also a member of the Society of Fellows of the Culinary Institute of America. This prestigious organization recognizes individuals who have made significant contributions to the world of food and hospitality. Brett's membership is a further testament to his dedication and expertise in the field.

Brett's leadership and expertise have made him a highly respected figure in the club industry. His dedication to excellence and his passion for the industry continue to inspire professionals and contribute to the overall success of the field.

4:00 pm - 5:30 pm

Artificial Intelligence and Technologies in Clubs

This session will provide delegates with an overview on the latest trends in AI that can be integrated into the club management industry. Today's club management professionals will leave understanding the technology of tomorrow to enhance their operations. This session will also include takeaways from a case study exploring how Pacesetter implemented AI technologies in a Canadian club.

George Stavros
Pacesetter Technology

As a tech entrepreneur with deep roots in the private club and hospitality space, George Stavros founded Pacesetter with the sole purpose of using mobile technology to elevate the member experience. After a decade of working on the club experience with the most iconic brands, including Augusta National, The Ritz-Carlton, and Pebble Beach, he developed software to make people feel special. Pacesetter builds custom apps for 300 of the finest private clubs in world that include Marine Drive, St. George’s and Royal Montreal. Pacesetter’s mobile software empowers clubs to recognize members, understand their preferences and exceed their expectations. By developing innovative digital experiences like pressing a button to get your car from valet or even unlocking a door with a tap of your phone, members stay tethered to the club. 

Tuesday, October 22, 2024 

9:30 am - 10:30 am

Mental Health and Wellness

Joe Mendez will offer a presentation on the topic of mental health and wellness, including alcoholism/addiction.  He will rely on his personal story of overcoming these challenges, as well as present many relevant facts of how these items impact individuals, family and friends, and their workplace performance.  Finally, he will present ideas that participants can bring back to their teams to better understand the issues and lead the entire team on their property.

Joe Mendez, CCM, CCE
General Manager/COO
Doylestown Country Club

Joe Mendez joined Doylestown Country Club in 2023 after serving in various positions in food and beverage service and country club management in Chester County and Philadelphia.  Joe was the General Manager/COO at Riverton Country Club, Germantown Cricket Club and Radley Run Country Club, Assistant General Manager at Whitford Country Club, a manager at Duling-Kurtz House and Country Inn, The Union League of Philadelphia and the Lenape Inn, as well as doing a Graduate Internship at the Radisson Plaza Warwick Hotel. 

Joe earned his Bachelor’s Degree in Hospitality Management at Widener University.  He is an active member of CMAA, sitting on the Philadelphia Club Foundation Board of Directors and previously the PVCMA Board of Directors.  Joe has been the President of both Boards.  Joe also sits on the National Board of CMAA and is currently the Vice-Chair of the Association. 

During Joe’s time at Radley Run Country Club, he helped turn the club around, achieving 10 straight years of positive Net Operating Income.  He also led the reinvestment of over $7.5 million into capital improvements at the Club, while also building capital reserves and developing a facilities master plan and golf course master plan. 

During his time at Whitford Country Club, he led a renaissance in the dining program, making the operation profitable while significantly improving member satisfaction.  Joe also led the Club back to a wait list for golf membership.  During his tenure at Duling-Kurtz, he helped them achieve the AAA Four Diamond rating, the only restaurant in Chester County to achieve that honor.  While at The Union League, Joe helped in the coordination of events during the Republican National Convention in the summer of 2000. 

Joe has also been an Adjunct professor at Widener University in their Hospitality program and is a frequent guest speaker at Universities across the country, including The University of Delaware, James Madison, Penn State, Johnson and Wales, Kent State and the University of Wisconsin-Stout.

11:00 am - 12:00 pm

My Difference Makes No Difference

Facial differences need to be included in DE&I policies across all organizations. This cannot be categorized under the umbrella category of disability because not everyone with a facial difference identifies as disabled, and often, they are only disabled by the perception of others. Facial differences are generally not thought about when creating these policies because a lot of people don’t even know that they exist, or they don’t know what a facial difference is. It is not a common experience to come across someone with a very noticeable facial difference. 

This session will define a facial difference and encourage employers to add facial differences to the wording of their DE&I policies.  

Kelsey Ferrill
Communications Officer
About Face

Kelsey is 33 years old and lives in Alberta, Canada. She was born with a rare, congenital neurological condition called Moebius syndrome. She has a Master’s degree in Intercultural and International Communications and is the Communications Officer for AboutFace.  

12:00 pm - 1:00 pm

Making Data More Accessible: Techniques of Using Member Data to Make Strategic Decisions

With the growing proliferation of data and information found in Clubs, operators now have more decisions (and questions) than ever.  What insights can I easily get from current data that will help me think and act more strategically?  More importantly, how do I actually use this data to make decisions more effectively? This session provides club leaders with accessible and understandable tactics and techniques to act on member information to make decisions that benefit the Club and the members.

In this session, participants learn about how to use member data to help generate analytical understanding on:

  • Identifying members who are risk for leaving the Club by going beyond satisfaction to identify key risk behaviors.
  • Leveraging member profiles to determine key loyalty factors across diverse member stakeholders.
  • Assessing member spend and how to identify what is constraining (or accelerating) overall spending behaviors. 
  • Reviewing the effects of critical member touchpoints on the overall member experience to understand dissatisfaction drivers.

To deliver important strategic insights to session participants, presenters will use proven learning tactics focused on providing operational insights into how to effectively use tactics at their respective clubs.  To engage session participants where they can apply what they have learned, presenters will facilitate interactive discussions and participant active learning components that are both educationally stimulating and engaging.  

Michael Gregory
GGA Partners

Michael Gregory is a Partner with GGA Partners, based in the firm’s Toronto office. Since joining in 2007, Michael has helped more than 400 clubs around the world identify, evaluate, and resolve their underlying challenges. Michael’s expertise spans across a broad array of client services; project management, internal and external market analysis, pricing strategy, focus group facilitation, member surveys, membership sales and communication plans, operational and performance analysis, feasibility studies, financial analysis, complex modelling, strategic planning, and yield management techniques. 

2:00 pm - 3:00 pm
Session Coming Soon!
3:00 pm - 4:00 pm

Happiness Hacks: Rebellious Strategies for Outstanding Leadership

When LEADING WITH LOVE is at the center of your leadership style, you create a ripple effect that radically enriches the lives of your teams, your customers and your community. Mandy Farmer explores the rebellious and unconventional strategies she uses to revolutionize work culture, resulting in an innovative and happy workplace that outperforms the competition. And, most importantly, she has a ton of fun doing it!

Mandy Farmer
Accent Inns

The first thing you need to know about Mandy is that she LEADS WITH LOVE. She in the CEO of Accent Inns Inc has eight hotels across two brands, Accent Inns and Hotel Zed. Plus, her latest venture, her new restaurant in Tofino BC, ROAR. Mandy was named RBC Women of Influence Entrepreneur of the Year in the Excellence category in 2020, won the Tourism Industry Association of Canada’s Business of the Year award in 2018 and she was named Hotelier of the Year by Hotelier Magazine in 2017. But the accolades that matter most to her center around her people. In 2021, 2022, and 2023 Accent Inns Inc. was named one of Canada's Most Admired Corporate Cultures™. Her Employee Net Promoter Score is double the industry average and her Fall 2023 survey had a 93% response rate with 97% saying they are happy to work there.