Sunday, February 3, 2008
8:00 – 9:30 a.m.
Bring the Family Back to the Club
Neil Werner (Kids Entertainment)

Let’s energize our clubs starting now! Our interactive and informative lecture and discussion will revolve on many key elements that will, bottom line ... “Bring the Family back to the Club.”

Beginning with the recruitment of a quality Activity Director and his or her role in the club environment continuing all the way to creating “the buzz” that will get your Members on board and the bottom line moving skyward.

Let’s have fun, laugh, learn and open our eyes to new prospective that will kick your clubs up a notch!

As a result of participating in this program, participants will be able to:

1. Activate or re-invent the role of the Activity Director.
2. Utilize teamwork as a foundation to the club’s success.
3. Create an activities program to bring families back to the Club. (Marketing)

Mastering the Art of the Five-Year Capital Project
Beth Thiel (Thiel & Thiel, Incorporated)

Does your club have an accurate project capital plan for the next three to five years? Have you documented a pictorial list of all of the assets of your club? If not, don’t miss this session. You will be given the tools necessary to prepare a meticulous record of your clubs major assets. We will teach you how to determine the useful life of each asset at your club. Our goal will be to provide you with the tools to develop a coherent plan to keep your property on an intelligent path to long-term capital replacements. You will not only end up with the knowledge necessary to implement a working five-year capital plan but an understanding of the tools necessary to protect your current assets through inventory management. Let us help you manage the crucial task of managing your assets and planning your capital spending.

As a result of participating in this program, participants will be able to:

1. Accurately project capital needs for three to five years.
2. Acquire or prepare a meticulous record of all major club assets.
3. Determine the useful life of each asset of your club.
4. Create a realistic database of asset replacement costs. (Buildings & Facilities Management)

Golf Etiquette: Social & Cultural Issues
Paul Miller, Ph.D. (Club Managers Association of Europe) & Kevin Fish (Glen Golf Club)

Do we really evaluate our golfing experiences purely by the number of strokes taken?

Unlike most other sports, golf’s evolution has relied upon traditional values and a unique code of behavior, but as its global spread continues, these historic pillars are coming under strain and as such, the very purpose of our game is threatened.

Golf was one of the earliest sports to have a written code – the 13 articles from 1744 – but what is equally interesting is what was not committed to paper. Why were some rules written down, and just what is the legacy and purpose of the formal and implied codes still in use today?

As the game has spread, the rules have evolved; have golfers absorbed their purpose, and the importance of maintaining those historic links that tell us just why so often we meet with friends for golf?

Paul and Kevin explore the social, cultural and moral issues interlinked with golf, which will enhance your standing with other golfers, colleagues and friends at your club.

As a result of participating in this program, participants will be able to:

1. Demonstrate greater knowledge, understanding and appreciation of the values and codes of golf, and learn just why so many people are attracted to golf.
2. Enhance their standing with members in managing modern golf clubs with confidence in their appreciation of the traditions and culture of the game.
3. Enhance the confidence of their golfing members when playing with friends and colleagues, by showing genuine knowledge of the etiquette and traditions of the game.
4. Enhance the reputation of their club as one in which the traditions and values of golf are respected and encouraged. (Golf/Sports & Recreation Management)

Sunday, February 3, 2008
8:00 – 11:00 a.m.
The Quality Performance Club Audit
Debby Cannon, Ph.D. (Georgia State University)

This interactive three-hour workshop will provide club managers with an audit format that can be used regularly to evaluate the continual process of quality improvements. The audit emphasizes a strong, identifiable club culture that is based on quality service and products. Also incorporated in the audit are numerous essential human resource processes including comprehensive, quality-driven employee selection practices, training and on-going professional development and coaching, performance reviews that differentiate between high performers and others and employee recognition that differentiates superstars from mediocre performers. The “Quality Performance Club Audit” also includes interaction with boards and committees including getting commitment and support for quality results. The conclusion of this workshop will center on developing objective, measurable goals and writing action plans that can be realistically implemented.

As a result of participating in this program, participants will be able to:

1. Analyze areas of club operations regarding quality results and determine gaps in meeting and exceeding member and guest expectations.
2. Evaluate club priorities and establish objective, measurable goals for monitoring quality improvements.
3. Design action plans that will support the club’s continual quality improvement processes.
   (Human & Professional Resources)

Turf Talk for the General Manager
Kevin Frank, Ph.D. (Michigan State University)

General managers are well educated and trained in all aspects of club management. However, for some managers, stepping outside onto the turf that the golf course superintendent oversees can be a daunting challenge. Being able to talk turf and understand the management practices that are required to provide top-notch playing conditions are integral to communicating successfully with the members and golf course superintendent. This session will introduce the different turfgrasses used throughout the world on golf courses and their strengths and weaknesses. Management practices that will be discussed include verticutting, rolling, grooming, syringing, topdressing and spoon feeding. Budgets and expectations for turf quality will be discussed. Participant interaction will be encouraged in this session. This session won’t make you a golf course superintendent but will help you talk turf.

As a result of participating in this program, participants will be able to:

1. Effectively communicate with the golf course superintendent and membership about turfgrass management issues.
2. Understand the different turfgrasses used on golf courses.
3. Identify how turfgrass management practices influence turfgrass quality.
4. Understand how the golf course budget may impact turfgrass quality.
   (Golf/Sports & Recreation Management)

Sunday, February 3, 2008
10:00 – 11:30 a.m.
From Cradle to Grave – A Club Manager’s Guide to the New Audit Standards
Phil Newman & Tammy Tassitano (McGladrey & Pullen, LLP)

The new audit standards demand significant changes in the way financial statement audits will now be performed, and what will be expected of your club’s accounting personnel. Some changes include:

• Auditors will now be held to higher professional standards.
• The work required of auditors will be greater.
• The cost of future audits will increase.
• The expectations of your club’s accounting personnel will be greater.

The most worrisome news to club managers and boards is the threat of skyrocketing audit fees. Increases from 15% to 40% have been projected. So how do you keep your club at the lower end of that scale while ensuring audit quality and club governance concerns are not compromised? This session will reveal the true drivers of audit cost – and specifically, what clubs can do to control cost increases. The presenters have been personally involved with the implementation of the new standards at more than 170 clubs. They will share their experience and practical examples of what clubs are doing to implement the new standards in a cost effective manner.

As a result of participating in this program, participants will be able to:

1. Understand the fundamental purpose(s) of the new audit standards.
2. Explain to the club’s board how the new standards affect the work to be performed by the external auditors, and the expertise and effort needed from the club’s accounting staff.
3. Implement specific strategies to reduce the external auditor’s workload, and thus, reduce audit fees.
   (Accounting & Financial Management)

Rules of Golf
Don Cook (PGA of America)

The purpose of this course is to create a better understanding of the rules of golf enabling you to better communicate with staff and committee members. The goal of this course is to provide a basic familiarity with the importance of the rules of golf and provide you with the necessary information and practice for utilizing the rule book.

As a result of participating in this program, participants will be able to:

1. Explore the basic history of the rules of golf.
2. Develop a familiarity with the USGA Rules of Golf book and the definitions.
3. Apply the correct rules terminology.
4. Learn how to correctly locate applicable rules for given scenarios.
5. Assess the related rules items necessary for conducting a successful event.
   (Golf/Sports & Recreation Management)

The Employer Handbook for Clubs
Premier Club Services Panel Discussion (David Schreiber, Moderator, Shawn Lillie, Suzan Charlton, Scott Samuels and Philip Keating)

This session is based on the new Premier Club Services 2007-2008 Signature Item — The Employer Handbook for Clubs — and the panelists are among the manual’s contributing authors. The landscape for clubs as employers is changing and club managers need to be more vigilant than ever in meeting the demands of the workforce as well as the increasingly complex regulatory and legal mix. Topics include hot button issues such as avoiding legal problems in misclassifying overtime exemptions, common pitfalls of performance appraisals, your obligations under the Fair Credit Reporting Act, recent developments in immigration and verification, the benefits of establishing a substance abuse program, why you should consider carrying EPL insurance, and much more. (External & Governmental Influences)

Outlook for the Club Industry: Facing Challenges and Opportunities
Douglas Howe (ClubCorp)

Private clubs operate in a changing world, with many influences that can affect their future success. This program will help club managers and leaders be better prepared for their future, by identifying industry-wide trends, assessing those that could have a significant impact and exploring innovative ways for clubs to respond. Topics covered will include:

• Demographic and lifestyle trends;
• Operational and workforce issues;
• Changing demand for recreational activities; and
• Development of effective marketing programs

As a result of participating in this program, participants will be able to:

1. Identify significant trends that could define who makes up their club membership in the future and what they will be seeking from the club experience.
2. Assess the challenges and opportunities those trends might pose for the club’s future success.
3. Consider strategies their clubs might want to pursue, such as offering innovative member services and marketing programs and/or adapting club policies. (Marketing)

Women in Leadership: It’s Not a Glass Ceiling, It’s a Sticky Floor.
Rebecca Shambaugh (SHAMBAUGH Leadership)

Rebecca Shambaugh, President and CEO of SHAMBAUGH Leadership, and Founder of Women In Leadership and Learning, will present her organization’s recent research on what holds women back from reaching their career aspirations or making it to the executive suite. She will present a compelling story that illustrates it is no longer just the glass ceiling that holds women back. The real obstacles are often right below a woman’s feet—on the sticky floor.

Participants will learn about the targeted solutions, best practices and proven techniques SHAMBAUGH has provided for organizations and women leaders that have accelerated the advancement of women in the pipeline, enhanced their retention, and further developed their leadership competence and confidence. (Management)

City Club Roundtable
Jonathan McCabe, CCM, & Jeffrey McFadden, CCM

Learn from the best, each other. Bring ONE take-away idea that can help everyone. This session will be an open forum on city clubs with a minimum of oratory and a maximum of time for questions on current city club issues. The group will provide the answers and ideas. Who better to learn from than other city club managers? (All Competency Areas)

Sunday, February 3, 2008
12:30 – 2:00 p.m.

The Club Governance Model
Fredric L. Laughlin (The Andringa Group)

Over the last several years, the COO model of club governance and leadership has been implemented by scores of clubs where it has shown to be far more efficient and effective than the traditional model. Now there is a next generation model that promises to bring clubs solidly into the 21st Century. It’s called the Club Governance Model and it combines the best practices in non-profit governance and modern leadership concepts. It provides for a clear channel of authority from the members to the staff and a clear channel of accountability from the staff back to the members. This session will explain the Club Governance model, identify its benefits, answer questions/concerns, and give a roadmap and the necessary tools to those interested in adopting it for their club.

As a result of participating in this program, participants will be able to:

1. Identify the attributes of excellence in non-profit governance.
2. Evaluate their club using the attributes of the club.
3. Identify the shortest distance between their present governance structure and one characterized by the attributes of excellence.
4. Implement the Club Governance Model, including the use of templates and related handouts.
   (Club Governance)

Catering to Your Members – Providing the Best in Service & Value
Kevin Brant (BBJ Linen)

This interactive seminar will give you the framework and the resources to help you develop your annual/quarterly marketing plans for increasing revenues, while maintaining the integrity of your club. Every club is capable of achieving its greatest potential through collectively utilizing its Members thereby driving revenues, retention and member referrals.

As a result of participating in this program, participants will be able to:

1. Learn how to build relationships with their members.
2. Utilize their members for booking and referring catering at their club.
3. Learn how to target their members to book business.
4. Provide value for the services/products they can offer to their Members.
   (Food & Beverage Management)

Successful Golf Tournaments
Niall Flanagan (Loch Loman Golf Club)

This session will give you an insight into sharing best practices and the type of planning needed to run an international golf event. Niall will highlight the key factors for a successful event and share experiences of running both the Barclays Scottish Open and the 2005 Open Championship at St Andrews. He will outline the processes which assure a successful operation and, most importantly, how you work with the various department heads on the planning and execution of a golf event. (Golf/Sports & Recreation Management)

Surviving the Next Stock Market Boom or Bust…Is Your Club Ready
Nico March (The March Group of Wachovia Securities)

The Dow Jones Industrial Average Index has been hitting all time highs since mid 2007 and some prognosticators are talking potential for the DJIA to hit 20,000, 25,000 or higher by the end of 2009. But wait! These same technicians and soothsayers also warn of a pending stock market crash and secular bear market. The likes of which haven’t been seen since 1929.

Are you, your club and your board of directors prepared for a major market bubble and possible contraction that could affect everything you and your members own? Maybe even what you and your employees have and do for two, five or even ten years? This session will present evidence, statistics and theory from several of the best economists in the investment world today, as well as technical, cyclical and fundamental indicators to back up these startling claims.

Effective decision making and strategic financial planning is based upon knowledge, foresight and experience. Don’t miss your opportunity to profit by what some are calling “The Last Great Bubble Boom”

As a result of participating in this session, attendees will be able to:

1. Apply information and knowledge garnered which will allow them to Structure and/or Restructure Investments in their own and/or their clubs portfolio
2. Potentially profit by taking advantage of technical and cyclical indicators in the markets
3. Analyze and prepare long range financial scenarios with new insight and foresight
4. Proactively examine alternative investment vehicles and methods to supplement club income, if membership roles decline in the event of economic upheavals.
   (Accounting & Financial Management)

Club Finance Roundtable
Kevin F. Reilly, JD, CPA (PKF Witt Mares, PLC)

The program is established as a forum to address issues of concern to the audience. Bring your questions, concerns, ideas, and solutions. From tax issues to dues increases to depreciation to budgeting to audit issues to risk management, all subjects are open for discussion. How much involvement do your members have in the development of your budget and is it too little or too much? How do you finance improvements, and do you have some creative ideas to share? The format will be free flowing, ideas are encouraged and as many issues as can be addressed within the 90 minutes will be heard. (Accounting & Financial Management)

Sunday, February 3, 2008
12:30 – 3:30 p.m.

The Role of the Leader in Creating and Sustaining a Culture of Service Excellence
Theo Gilbert-Jamison (Performance Solutions by Design)

To successfully compete in today’s business environment and achieve long-term financial success, organizations must be committed to increased customer loyalty and employee engagement. This action oriented seminar is designed for leaders who are committed to providing superior service for both their internal and external customers, and their linkage to positively impacting bottom-line results.

Developed by Theo Gilbert-Jamison, author of the book The Six Principles of Service Excellence, this is a hands-on seminar that guides you through proven strategies for driving world-class employee performance and elevating the customer experience from average to extraordinary.

As a result of participating in this program, participants will be able to:

1. Identify the elements critical to consistently delivering exceptional service.
2. Understand the significance of leadership in driving service excellence.
3. Identify common barriers that are preventing their team from consistently performing at a superior level.
4. Draft an effective strategy to create a culture of service excellence within their individual clubs, work team or enterprise-wide. (Management)

21st Century Leadership … Moving Right
Craig Venard (Insights To You)

The 21st Century club demands a more comprehensive and holistic manager to realize success. The manager of the 20th Century was highly dependent and judged upon data, bottom line, facts, and a get-it-done informational attitude. (Left-brained thinking) Pressures to meet these goals have been pre-eminent.

Today, these aren’t so much goals; they are expected. However, it won’t be enough.

In a world with abundant access to information, management must include a right brain perspective ... creative, feeling empathy, out-of-the-box relationally, to reach the “human side” of the bottom line. Daniel Pink states in his book, A Whole New Mind that the rewards will go to creators, empathizers, (emotional intelligence), pattern recognizers, meaning makers...where high tech (left brain) intersect the high touch (right brain).

In this workshop we will explore the transition of the 20th Century leader to the 21st Century leader, including the need to be a resonant leader, which provide the necessary protection and cushion to reduce burn-out and maintain high levels of effectiveness.

As a result of participating in this program, participants will be able to:

1. Assess current leadership pressures.
2. Identify thinking perspectives of 21st Century leadership.
3. Learn how to re-group to enable the leader to maintain effectiveness without burning out in the position.
4. Understand and grow in Emotional Intelligence (E.I.) ... self-awareness, self-management, social awareness  and relationship management. (Management)

Sunday, February 3, 2008
2:15 – 3:45 p.m.

General Manager Expectations of the PGA Professional
Chris C. Hunkler (PGA of America)

The relationship between the general manager and the golf professional is one of the most crucial relationships in regards to the success of your golf club. CMAA is happy to present this program in conjunction with the PGA of America. The presentation will center on the size of the golf industry and will be broken into specific areas. In addition, discussion concerning what general managers should expect of their golf professionals will ensue.

As a result of participating in this program, participants will be able to:

1. Recognize the importance of the $62 billion golf industry.
2. Realize golf’s economic impact.
3. Identify specific areas of responsibility for golf professionals in relation to the facility and facility operations.
   (Golf/Sports & Recreation Management)

How to Inspire Your Culinary Team
Charles Carroll, CEC (River Oaks Country Club)

Author of Leadership Lessons From A Chef: Finding Time To Be Great, Chef Charles Carroll, CEC, AAC has developed a series of special programs and leadership concepts on building great culinary teams. Chef Carroll’s vast background, including twenty years of Culinary Olympic Training and competitions representing the United States, is paramount as he leads you step by step through his Culinary Team Building program, policies and procedures. Chef Carroll has documented this program, which he believes, will be the foundation for future kitchen management systems. Information on culinary leadership teams, mission statements, guiding principles, incentive programs, one-a-day meetings, product champions and much more will be discussed. You will leave this seminar with practical tools, forms and an outline that you can implement with your culinary team immediately. Chef Carroll’s experience of leading great teams is well known and he is currently Executive Chef of River Oaks Country Club with a team of 65 culinary employees using this system.

As a result of participating in this program, participants will be able to:

1. Identify current problem areas in their existing kitchens.
2. Enable employers to empower all employees to recognize and reward excellence.
3. Install a culinary team building program in their club immediately.
   (Food & Beverage Management)

And the Survey Says … The Results of the 2007 Bylaws Trends Survey
Gary A. Hamilton, J.D. (California State Polytechnic University, Pomona)

Given the critical nature of bylaws to governance, club managers need to regularly undertake an analysis and review of this key controlling document. In many (if not most) cases, there is a need to update bylaws periodically to reflect changes in membership demographics, club procedures, changes in the ‘social structure’ of a club, or to address any of the myriad of technological advances and complex legal issues that may impact an individual club.

The results of a survey of more than 1100 CMAA members from across the country will be presented and shifts, changes and new trends in club bylaws will be identified.

As a result of participating in this program, participants will be able to:

1. Recognize when it is time to update their club’s bylaws.
2. Identify trends in club bylaws. (Club Governance)

Keys to Managing Your Membership Program
Heidi Voss (Bauer Voss Consulting)

Learn the history of clubs and what has motivated members for hundreds of years to join a club. Attendees can take these motivators and apply them to their marketing program for added sales results. The program will concentrate on managing the club’s membership sales person; discover tracking systems for monitoring the club’s marketing programs and determining where the best dollars are being spent. This presentation will give attendees new takeaway ideas that they can implement to jump start their sales program for 2008.

As a result of participating in this program, participants will be able to:

1. Recognize what motivates members to join a club.
2. Manage their membership sales person.
3. Identify database secrets for tracking their sales programs and targeting their marketing dollars. (Marketing)

Sunday, February 3, 2008
4:00 – 5:30 p.m.

Managing the Experience: Learning to Manage Things and Lead People
Michael Corcoran (Corcoran Consulting, Inc.)

Learning to “lead people” and “manage things” is one of the most critical factors that determines the success of any club. Simply put, we can “manage” things, but to be truly effective, we must learn to “lead” people.

The ability to effectively communicate with staff and team members is critical to the daily operations of any club. Moving past a vision statement and into the realities of managing a staff day-to-day can make your job totally rewarding, or endlessly frustrating. Knowing when to manage, when to lead and when to turn the rein over to staff is for most, a learned, not a inherited, skill set.

Things must run as smoothly when the manager or supervisor is not on the floor as when they are. Members and guests expect great service and consistency from all staff, all the time. Learn to make training, managing and leading a rewarding part of your job by attending this session.

As a result of participating in this program, participants will be able to:

1. Develop leadership vs. management principles.
2. Develop teaching and coaching principles.
   (Management)

Report on Club Management Tenure: Statistics & Club Manager Feedback
Michael Robinson, MCM (Robinson & Associates, Inc.)

This presentation will review the methodology, results and recommendations developed by researching club manager tenure. The balance of the presentation will share the thoughts, observations and recommendations of managers who participated in the research. More than 1,000 club managers participated in this research and more than 300 provided thoughtful insights about club manager tenure.

As a result of participating in this program, participants will be able to:

1. Compare their tenure to the national average.
2. Develop an awareness of the factors that impact club manager tenure.
3. Compare and contrast their own observations with those of fellow club managers. (Management)

A Long-Range Approach Toward Clubhouse Planning & Renovations
John Francona (Astorino)

Based upon 50 years of combined experience in planning, designing and renovating clubhouses, Astorino has gained valuable insights into how successful projects are implemented – and why others fail.

Astorino has developed a comprehensive approach to help club managers better understand the critical long-term issues and potential improvements to their clubs. Their approach will help club managers:

• Identify and understand facility issues, now and into the future;
• Develop a wide range of potential solutions and associated costs;
• Analyze and compare available facility solutions,
• Develop appropriate recommendations;
• Develop consensus for Board approvals; and
• Understand potential construction options.

Their long-range approach to clubhouse renovation plans can help club managers improve their facility assets and in turn position their membership to improve their dining and athletic services in a more efficient operating structure, over a longer period of time.

As a result of participating in this program, participants will be able to:

1. Develop a comprehensive facility strategy.
2. Understand the decision making process.
3. Develop member consensus.
4. Understand the implementation process.
   (Buildings & Facilities Management)

Results of the 2007 Survey on Governance
Jerry McCoy, MCM (Clubwise LLC)

In 2003, a survey of best practices in club governance was completed through a grant from The Club Foundation. The results of the survey were enlightening and provided information for managers and club boards about how club decision making was occurring.

In the spring of 2007, in partnership with Jack Ninemeier, Ph.D. at Michigan State University and Joe Perdue, CCM, CHE, at University of Nevada, Last Vegas, and with the cooperation of Premier Club Services® general managers were surveyed again on the same issues. They wanted to find out what has happened in the past 4 years since the publication of The Director’s Guide for Understanding Club Governance and if it has had an impact on Board policies and procedures. This program will evaluate 30 best practices, identify trends and detail the percentage of clubs that have adopted them as part of their system of governance.

As a result of participating in this program, participants will be able to:

1. Identify what governance practices are widely accepted by other clubs.
2. Evaluate their own governance policies and procedures.
3. Compare systems of governance within regions of the country and identify in which areas clubs appear to be most progressive in their approach to governance. (Club Governance)

Perils of Utilizing the Products and Services of Members
Mark Anesh (Wilson, Elser, Moskowitz, Edelman & Dicker, LLP)

Are you, as a club manager, ever pressured by members to utilize the services or products they sell or provide? How do you address such pressure? What rules or procedures should you adopt? What role should the president or board play? Should exceptions be made? What are the supposed benefits and hidden disadvantages such a practice can result in? If you do utilize such products or services, should they be limited? What products and services should or can be utilized? Should an open bidding process be utilized? What should you consider when making such a decision? What rules or procedures should you adopt? How can you say “no” in a professional, courteous manner and not offend the member? What impact, if any, will such a practice have on your membership?

As a result of participating in this program, participants will be able to:

1. Identify the benefits and perils of utilizing products and services of members.
2. Set up bidding process for products and services. (Club Governance)