RSL & SERVICES CLUBS 17th ANNUAL CONFERENCE

HYATT HOTEL CANBERRA 9th – 12th SEPTEMBER 2018

Over the past five years, Clubs have focussed on two essential elements in strengthening their offer to members and patrons: facility design and layout, providing new spaces and facilities to encourage relaxed and stylish comfort; great food offerings with diverse and interesting menus cooked by great chefs. Both have been designed to drive more traffic into venues.

We need to maintain this momentum and keeping building on those successes to further enhance patronage, profitability and sustainability. What is the next key area for clubs to focus on, to keep building success? What aspect of Clubs’ offering is in need of real attention?

PRINCIPAL CONFERENCE PARTNER

SUCCESSBUILDING

Conference Coordinators - Jodie Tipping & Katrina HammondP 02 9341 8011 E katrina@toaltravelmanagement.com.au & jodie@totaltravelmanagement.com.au ABN 9460 1208 075

FEATURING

JAMES BROWN MICHAEL CROSSLANDH.E. MR CHRISTOPHE PENOT CURTIS MCGRATH

LINDSDAY VERDON

MICHELLE PASCOE

MATTHEW WINDSOR

FRANK MAKRYLLOS

DARREN CARR

PETER WALFORD

SUNDAY 9TH SEPTEMBER3.00pm Conference Registration opens –

Canberra Hyatt Hotel Atrium Foyer

4.45pm Meet in Foyer for transport to Welcome Party

5.00pm WELCOME COCKTAIL PARTY – Sponsored by MAX. Members’ Dining Room, Old Parliament House, Queen Victoria Terrace

7.30pm FREE EVENING

MONDAY 10TH SEPTEMBER8.15am Gather in Conference Foyer for Coffee

provided by Global Beverage Solutions

8.45am THE ODE

8.47am Welcome to Country

8.53am Conference Welcome – Garrie Gibson CEO, RSL&SCA

8.58am Introduction of MC. Darren Carr has been entertaining audiences for more than twenty years and has won accolades and awards nationally and internationally. His unique humour and engaging personality has seen him present to corporate events, cruise ships, nightclubs, television and theatre audiences.

9.05am Welcome by Principal Conference Partner, Peter Walford, General Manager, eBET

9.15am KEYNOTE OPENING ADDRESS: H.E. Mr Christophe Penot, Ambassador of France 2018 marks the 100th Anniversary of the final year of The Great War and the Armistice of 11th November 1918. This will be a commemoration of one hundred years of a strong and abiding alliance between France and Australia, fighting for freedom, liberty and equality for our two peoples and the rest of the free world. We honour those incredibly brave men from both our nations who gave their lives in both the First and Second World Wars so future generations could live in peace and freedom. His Excellency, Ambassador Christophe Penot of France, is a highly experienced and senior Diplomat representing the French Republic in Australia, a post he has held since June, 2017.

9.55am Frank Makryllos Consolidation and adaptation are the two key agendas in NSW Gaming. The recent Tabcorp/Tatts merger has refocused the industry on the dynamics of customer service delivery and product differentiation, key themes for every venue. How will gaming products, systems, services and design contribute to sustainability and profitability in clubs in the next five years?

10.40am MORNING TEA

11.10am HOW TO GROW YOUR BEER SALES Matthew Windsor – Lion As the Australian consumer changes their drinking preferences and tastes, clubs need to be responsive to new trends and offer variety and differentiation to attract more sales. Lion is at the forefront of building dynamic product choices for club patrons and this presentation will focus on how to offer products that exceed customer expectations and build new sales growth.

11.50am PANEL DISCUSSION: What is the next big area to build success? After venue layout and food, what is the next area where clubs need to focus their efforts? Is it Customer Service or loyalty reward programs? Social media and membership engagement? Building digital gaming offerings?

A Panel of the Industry’s best will discuss where they see the future success for clubs. Moderator: Lindsay Verdon (Paynter Dixon) Panellists: Michelle Pascoe (OOPs); Mark Allen (Astute BI); Ashley Roan (Page 2 Productions); Kelly Signell (Betting.Club)

12.45pm LUNCH – Sponsored by Betting.Club

1.30pm Workshops: Six concurrent Workshops to explore in greater detail the key areas. All delegates are asked to register for one of the Workshops today:

A. Lindsay Verdon (Paynter Dixon) PLANNING FOR THE FUTURE What are the common issues surrounding clubs in planning for the future? Consideration of possible third party involvement such as seniors living, residential development, retail, commercial, sport and other options compatible to clubs. What are the pitfalls of some of these options and what should clubs do to ensure they correctly research these third party involvements before committing to them? How can we plan and deliver a better operation for clubs that appeals to the demographic wanting to be part of clubs in years to come. How can we ensure we keep relevance with the next generations of club patrons?

B. Ashley Roan (Page 2 Productions) AUGMENT YOUR VENUE REALITY Today, each of us carry an advanced Augmented Reality (AR) device in our pocket. When combined with the right app, the camera in typical smart phones is now capable of augmenting your club’s physical spaces with additional digital spaces. Learn how to drive traffic to where you want it in your club, incentivise members to visit and transact, engage them with new exciting experiences throughout your space, and reward them when they do, all while providing powerful analytics to inform your marketing. Ash from Page 2 will discuss both Augmented and Virtual Reality and how they can help to transform the club experience into something new.

C. Michelle Pascoe (OOPs) THE PATRON OF TOMORROW – DEVELOPING YOUR LEADERSHIP TEAM Five generations are now represented in your workforce and patron profiles. Knowledge of their “drivers” is, more than ever before, a critical factor for success in performance and patron satisfaction today. Painting a brief portrait of the key “generational qualities”, Michelle will proceed to focus on optimising the potential of managing those on the front line through the professional and personal development of the leadership team, delivering the VIP Customer Service experience that will differentiate your venue.

D. Mark Allen (Astute BI) KNOW AND USE YOUR DATA Want to know more about how to make smarter, data-driven decisions based on your Gaming, Member, and POS activity? Attend the Customer Insights workshop and learn how you can maximise earning potential, understand your games’ performance by denomination and manufacturer so you can make profitable adjustments to your floor. Furthermore, optimise your floor and see your occupancy by ADT to identify your high performing games and those that are heavily utilised but aren’t generating comparable turnover. Plus see the latest product enhancements around dashboards and reporting. This workshop is not one to miss.

PRINCIPAL CONFERENCE PARTNER

E. Kelly Signell (Betting.Club) THE FUTURE IS DIGITAL! Digital wagering in Australia is growing at an exponential rate. Matched with the phenomenal growth of betting on sports around the globe, digital wagering provides an outstanding opportunity for clubs to actively engage with the next generation of patrons, as well as opening an entirely new revenue stream. However for many in the club industry, digital wagering remains a mystery. In this workshop, Kelly Signell will demystify digital wagering, and explain why having the next generation in your venue watching live sport while they eat, drink and punt on their phones, is a key element of continued success in the future of your club.

F. Paul Carew (TGS) OPTIMISING GAMING PERFORMANCE Gaming can be the engine room of any venue operation, however the investment in peripheral business operations may have resulted in a diminishing focus on gaming optimisation. As the gaming landscape continues to evolve, along with the needs and wants of customers, a heightened attention back on the gaming floor may be needed.

Paul Carew will discuss how TGS harnesses data and insights to customise data-led gaming strategies to drive successful outcomes for clubs and pubs. TGS offer resources, scale and expertise to over 170 venues with over 10,600 electronic gaming machines under management in the Australian market.

3.30pm RSL & SCA - 2018 ANNUAL GENERAL MEETING

EVENING FREE

TUESDAY 11TH SEPTEMBER8.30am Gather in Conference Foyer for Coffee

provided by Global Beverage Solutions

8.45am Curtis McGrath: 2018 INVICTUS GAMES Curtis McGrath OAM is a Paralympian and Invictus Games Gold Medallist and an Ambassador for the Sydney 2018 Invictus Games. Whilst serving with the Australian Army in Afghanistan, Curtis lost both legs in a mine blast in August 2012. Within three months, Curtis was walking on prosthetic legs and soon after, began training for the 2016 Paralympic Games, where he won a Gold Medal in the men’s KL2. In 2017, Curtis competed at the Toronto Invictus Games in indoor rowing and wheelchair rugby, winning gold in the rowing.

9.30am James Brown RSL NSW President James Brown was elected President of RSL NSW in May 2017. A former Australian Army officer, James commanded a cavalry troop in southern Iraq, served on the Australian taskforce headquarters in Baghdad, managed operations and contingency planning for Australia’s Solomon Islands mission (for which he was awarded a commendation), and served with coalition Special Forces in Afghanistan. He also instructed at the Army’s Combined Arms Training Centre. Since his election to the Presidency, James has embarked on an ambitious and comprehensive restructure of RSL operations and management and has instituted new accountability and compliance requirements across the League. He has also engaged directly with the RSL & Services Clubs Association to strengthen our partnerships on Veterans welfare and services.

10.15am MORNING TEA

10.45am Major General Mark Kelly AO DSC Major General Mark Kelly has been the Repatriation Commissioner at the Department of Veterans’ Affairs since July 2010. In an Army career spanning over 36 years, he served in a number of senior command appointments including Commanding Officer of the 1st Battalion, The Royal Australian Regiment, Commander 3rd Brigade, Commander 1st Division, Land Commander Australia and Commander Joint Task Force 633 (CJTF 633).

His operational experience includes service with the Commonwealth Monitoring Force in Zimbabwe/Rhodesia (1979-1980), the International Force in East Timor (1999-2000), with US CENTCOM in the Middle East, Afghanistan, the Horn of Africa and Iraq (2003-2004) and as CJTF 633 commanding all ADF elements in the Middle East Area of Operations, Iraq and Afghanistan (2009-10).

As Repatriation Commissioner, Mark is overseeing a major reform process within DVA, which he will address in his presentation.

11.30am KEYNOTE ADDRESS: Michael Crossland Michael Crossland is an extraordinary young man who has defied the odds of a life threatening cancer to build a life of exceptional achievements. An accomplished businessman and an elite sportsman, his life is a remarkable success.

Diagnosed with an aggressive life threatening cancer before his first birthday, doctors told him school and sport were not options - infection and fatigue were too great a risk. As a boy Michael’s only wish was to lead a normal life and be able to do all the things that other ‘normal’ kids took for granted every day.

Now an accomplished businessman, Australian of the Year finalist, Australia Day Ambassador, Camp Quality Ambassador and international Hall of Fame inductee, Michael inspires many people from all walks of life with his story and inspirational message of self-belief and achieving the impossible dreams.

12.30pm Conference Closure - Garrie Gibson CEO, RSL&SCA

12.45pm LUNCH - Sponsored by Betting.Club

4.15pm Gather in Hotel Foyer for transporting to AWM for the “Last Post Ceremony” (Medals may be worn)

4.45pm “Last Post Ceremony” at Australian War Memorial

5.15pm Tours of AWM Galleries

6.30pm Pre-Dinner Drinks – ANZAC Hall

7.15pm ANNUAL CONFERENCE GALA DINNER @ Anzac Hall, Australian War Memorial – Sponsored by Club Plus Super (Dress: Lounge Suit/ evening wear)

SPIRIT OF ANZAC AWARDS – Sponsored by Thomson Geer

WEDNESDAY 12TH SEPTEMBERBREAKFAST

DELEGATES DEPART

PAUL CAREW

MARK KELLY

MARK ALLEN

KELLY SIGNELL

ASHLEY ROAN

MICHAEL CROSSLAND

PRINCIPAL CONFERENCE PARTNER

RSL & SERVICES CLUBS 17th ANNUAL CONFERENCE

HYATT HOTEL CANBERRA 9th – 12th SEPTEMBER 2018

SUPPORTING SPONSORSPRINCIPAL CONFERENCE PARTNER

ACCOMMODATION OPTIONS

HYATT HOTEL CANBERRA, A PARK HYATT HOTEL

Hyatt Hotel Canberra, the city’s finest international 5 star hotel, is conveniently located in Canberra CBD, next to Australia’s Parliamentary Triangle. Park Hyatt Canberra hotel in Yarralumla is just minutes from Canberra’s major tourist attractions, the city centre and ACT government offices. Heritage listed, this luxury Canberra hotel has been restored to its former 1920’s grace with extensive renovations retaining Art Deco design elements, while incorporating modern facilities and Park Hyatt touches.

Park King room – $290 per night including breakfast for one Park King room – $320 per night including breakfast for two Park Twin room – $320 per night including breakfast for two

(two king singles)

HOTEL KURRAJONG CANBERRA

Hotel Kurrajong Canberra originally opened in 1926, a time when personal style was celebrated. And so it is again. The hotel has been refurbished to its original grandeur, with 21st century comforts carefully incorporated. Hotel Kurrajong boasts 147 beautifully appointed rooms, 26 of which are heritage listed

$220 per night – king single including buffet breakfast for one $235 per night – twin/double including buffet breakfast for two

PARTNERS PACKAGE $450

Includes Welcome Function, Lunch, Gala Awards Dinner and Visit to Government House.

Government House, Canberra, commonly known as Yarralumla, is the official residence of the Governor-General of Australia. It is located in the suburb of Yarralumla, in the City of Canberra.

The house is set amid 54 hectares (133 acres) of parkland. The suburb of Yarralumla, which has grown up around Government House, is one of Canberra’s most expensive residential areas and also the site of many foreign embassies.

CANCELLATION POLICY

The organiser reserves the right to change the conference program or costs for unforeseen circumstances.

Cancellations from the 9th of August will incur cancellation fees. 60 to 31 Days prior to arrival 50% cancellation fees apply for all accommodation. From 30 Days or less prior to arrival 100% cancellation fees apply for all accommodation.

MEMBERS/CORPORATE PARTNERS $950 | NON-MEMBERS $1250 | CATEGORY 3 & 4 MEMBERS $475.00

REGISTER ONLINE AT WWW.RSLSERVICESCLUBS.COM.AU

All bookings must be completed online through www.rslservicesclubs.com.au by Friday 31st August 2018

Conference Coordinators - Jodie Tipping & Katrina HammondP 02 9341 8011 E katrina@toaltravelmanagement.com.au & jodie@totaltravelmanagement.com.au ABN 9460 1208 075