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​Bill will be presenting each of the courses and he looks forward to passing on his extensive experience and knowledge. 

Supervisor Bootcamp 

Preparing Team Leaders and Supervisors for a Successful transition to Line Management
This program assists Team Leaders and Supervisors how to better understand how to take on a management approach in dealing with supervising staff and dealing with customers. The program has two parts; the first is face to face with the CMAA and covers:
Monitor Workplace Operations (D1) and Coaching Others (D2) 
The second part is optional for those who select to build on the face to face component by enrolling into the ONLINE CMAA Leadership & Management Program to undertake a number of recommended units listed below.
Enrol into the face to face component with the CMAA and learn how to: 
  • Identify monitor and evaluate staffing levels for efficiency and service
  • Align workplace operations with the Club’s goals and quality assurance principles
  • Identify emerging problems and solutions to apply prompt resolution
  • Provide feedback to management on how to improve procedures and systems 
  • Assess workloads
  • Delegate duties to line staff in a professional objective manner
  • Learn the techniques on how to coach others
  • Identify performance problems
  • Identify the need for coaching
  • Prepare coaching sessions
  • Conduct coaching sessions
  • Follow up on coaching sessions – the HOW, WHEN and WHY

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​Duty Managers Program
​Building line management skills and knowledge
This builds on the Supervisor Bootcamp program for those potential and existing line managers who want to further deepen their skills and knowledge of club management principles.                               
It has two parts; the first is delivered face to face by the CMAA and covers:
Navigating the Award & Roster Staff and  Managing Labour Costs (Day 1)
&
Cost Control & Understanding Profit & Loss (Day 2)

The second part is optional for those who select to build on the face to face component by enrolling into the ONLINE CMAA Leadership & Management Program to undertake a number of recommended units listed below.
Enrol into the face to face component with the CMAA and learn how to:
  • Use cost control principles to understand & determine gross profit, COGS, & labour costs %
  • Explain the significance of an increase/decrease in the gross profit, COGS labour cost figures
  • Identify factors affecting profit by department
  • Perform basic exercises from different operational areas
  • Understand best practice purchasing
  • Navigate and understand the Registered & Licensed Clubs Award 2020
  • Define modern awards and enterprise agreements
  • Understand today’s Industrial Relations landscape
  • Apply Award Conditions to effectively roster staff with the Award
  • Implement and maintain staff rosters
  • Identify & deal with the impact of flexible rostering on Payroll
  • Analyse, interpret and rectify staff rosters

Delivering Great Customer Service 


​Do what you do so well that they will want to see it again & bring their friends. WALT DISNEY

Customer Service standards start at the Board and CEO level, not with the bartender. 

How we serve our customers is a cornerstone of an organisations’ culture - set by top management; constantly reinforced by top management; and delivered under the oversight of Duty Managers, Supervisors and Team leaders. Consistently good customer service over the business lifecycle cannot occur any other way.

Who is this course for? 
This one day course is designed to critically address the attributes, skills, and awareness required by ALL levels of management to develop a long term customer service culture. CEOs, Senior Managers, Duty Managers, and Supervisors will benefit from attending this workshop.

This course is a one day course however customisation is available for your individual venue requirements over a 2 day period.

Contact:
​[email protected]