Knowledge is Power. Hello, Are You Out There? NGCOA Canada. Compensation & Benefits Report. MEMBERS Clubhouse. Order Your Copy Today

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1 Welcome to the 2013 NGCOA Canada Compensation & Benefits Report Knowledge is Power Reporting on 15 key positions at the golf course. The info is segmented as follows: Base salary Average total (salary + bonus, gratuities, commission) 25th percentile Median 75th percentile Further segmented by: Gross revenues, number of holes, number of rounds, type of facility, tax status, region Associate Publisher Nathalie Lavallée As I sit here to pen this article, the staff at the NGCOA Canada is feverishly putting the final touches on this year s Conference & Trade Show, we are preparing the 2013 Compensation and Benefits report which will be released this month, we are reaching out to our members to participate in many regional initiatives that help market their courses and so much more. One of the biggest challenges we face as an Association is how to effectively communicate all these great offerings to our members. Not only are you busy operating your business but your inbox is inundated with s daily so how do we stand out? Do catchy, creative headlines and subject lines work for you or do simple headlines explaining what s in our communication resonate better? With close to 1300 members, I can guarantee that the answer is vastly different across the membership. Read and Learn: Which positions at Canadian golf courses are the hardest to retain and recruit and plan accordingly? What multi-role positions are worth? How you compare in full-time, part-time and seasonal staff to the norm across the country? Which region had the highest gross revenues in 2013? Order Your Copy Today Hello, Are You Out There? I recently read a blog that says it take between 5-13 touches before a message sinks in. I believe there is a fine line between finding the right amount of touch points to grab someone s attention and sending too much information where they become desensitized to what you are sending. We are sensitive to your time and are constantly refining our approach. So much of what I read lately states that, effective communication is all about segmentation. We certainly practice this through our regional communications and chapter e-news but I am struggling with segmenting our messages beyond that. For example, if we communicate the information on the Take A Kid To The Course program solely with past participants, so many of our members would be missing out on a great opportunity to showcase their course to families. The same goes for chapter meetings, conference, Get Ready, the max Program and pretty much everything else we do. What is most important to our team is to get you the information that can make a difference in your operation. These are indeed some of the communication challenges we face but it s a challenge we are willing to tackle to make sure we are living up to our mandate of supporting your business successes and challenges. So, here are a few communication channels to watch out for Our monthly Chapter e-newsletter: delivered to your inbox on the first Wednesday of every month at around 1:00 pm your local time. If you are not receiving the e-news, call us, we ll help you whitelist us. Standalone e-communications: we use these sparingly throughout the month when there is an urgent issue we need to get you attention on. We ve started mailing out - yes you read that correctly - hardcopy invitations or polybagging them with Business Canada magazine. Like Us on Facebook: another great source for Association and industry updates. LinkedIn: Join the NGCOA Canada private LinkedIn community and start dialoguing with other operators from across the join our community on Twitter. a 24/7 comprehensive resource guide. And my favourite one, a personal visit from one of our staff to review programs with you. So please forgive us if we over communicate, we are simply trying to support you as best we can. Nathalie Lavallée Chief Operating Officer NGCOA Canada National Course Owners Association Canada 55

2 Top 6 Best Practices: How to get the most from your membership Sun, golf and good cheers abound 1. Make sure your contact information is up-to-date, so that you receive our monthly NGCOA Canada enews, updates on advocacy efforts and other Association priorities, e-vites to NGCOA Canada special events, as well as NGCOA Canada mailings. To check on the information that is in our database, log in to the member s only section of Click on Profile (at the right of the screen) to bring up the current information in our database. If you need to edit your information, you can do so from that screen. 2. Check the NGCOA Canada website regularly for programs, events, and chapter news. Be sure to visit your Chapter section to stay up-to-date with local initiatives, events, and notices. 3. Look to NGCOA Canada to meet your staff training needs. The NGCOA Canada offers multiple educational events throughout the year. Winter: Our Boot Camp is an excellent off-season training opportunity that also serves as a staff reward. With a southern locale, attendees not only have the opportunity to be exposed to a full day and a half of workshops, but can also take in a relaxing day on the links. In the Spring, NGCOA Canada chapters host their Spring Warm Up meetings; providing association updates and a strong focus on guest speakers addressing current issues affecting your operation. Fall: The Business Canada Conference & Trade Show is by far the most extensive educational program for operators and their staff providing three days of strong educational content including hands-on workshops, guest speakers, and highly rated keynotes. Make sure you follow numbers 1-2 to ensure you have the most current information on NGCOA Canada s activities. 4. Develop a more robust professional network. Facilitating a community of peers is one of the items in NGCOA Canada s mandate. Networking is something that is important no matter what your business or title. Attend your chapter meetings and connect with your peers; you may just discover a solution to a problem simply by having a conversation with another individual in the room experiencing the same issue. 5. Take an active role in your Association and be part of the team driving change in your industry. Put your name forward to sit on the advisory board in your chapter and take an active role in shaping the activities and priorities set in your region. Have an idea - for a program, initiative, or chapter activity? Reach out to your regional director. We are always looking for ways to meet our members needs and enhance our services. 6. Use max. The max Purchasing Program provides numerous opportunities to reduce your bottom-line on everyday expenses. Want to save money on office equipment? max can help. Looking to shave a little off your food & beverage margins? Check out the many vendor offerings available through our Ontrak Program. If you have a need for a product or service at your facility, look to max and you just might find a way to save. The common element in the NGCOA Canada s 2013 Invitational Tournaments was SUN! Mother Nature treated NGCOA Canada members to some fine weather at almost all our events across the country this year. The Invitational events provide a great opportunity for our members to unwind with their key staff in a non-competitive atmosphere that fosters team building, networking, and friendships. Special thanks are extended to our four presenting sponsors: Club Car, LLC, max Insurance Plans, Jacobsen, and Ontrak Procurement Services. Their generosity is essential in allowing the NGCOA Canada to create these member appreciation events. NGCOA Canada received record support from our max Suppliers and Affiliates at this year s events. The Association would also like to thank the following member facilities and their exceptional staff for hosting the 2013 Invitational events: Chapter Venue Location Alberta Willow Park & Country Club Calgary, AB Atlantic Eaglequest Grandview Dartmouth, NS British Columbia Copper Point Club Invermere, BC Central Ontario RedCrest Course/Cardinal Club Kettleby, ON Eastern Ontario/Outaouais Prescott Club Prescott, ON Southwestern Ontario Craigowan/Oxford & Country Club Woodstock, ON 56 57

3 max Supplier List FOOD SERVICES Ontrak Procurement Services Acklands Grainger Inc Agropur, Division Natrel* Canadian Linen Cintas Coca-Cola Refreshments Canada Courtney s Distribution Courtney s Wholesale Ecolab Institutional Ecolab Pest Control Fresh Start Foods* Jack Link s Rockway Vineyards* OPERATIONS Club Car, LLC GM Canada max Insurance Plans Lenbrook Canada Moneris Solutions NEBS Business Products NEBS PAYweb PRO SHOP Dollco, The Lowe-Martin Group Course Shop TTG Course Guide ttgcourseguide.com FURNITURE & FIXTURES D&E Industries TECHNOLOGY EMS RICOH Canada Tee-On Systems Inc. The Source Gordon Food Services Hendrix Hubert ISO Cleaning Solutions (Swish, Wesclean, Larose) MacGregors* Purolator Courier Ltd Sherwin Williams Staples Advantage Sysco Weston PURCHASING PROGRAM TURF & MAINTENANCE BrettYoung* ECHO Power Equipment (Canada) EZ Street Asphalt* Jacobsen Kubota Canada Ltd. MTS Environmental Holdings Inc.* NAPA Canada Preston Hardware* Rain Bird SmithCo BULK FUEL AltaGas Ltd* Levac Propane* MacEwen Petroleum* SONIC (La Coop fédérée)* Sparlings Propane* Suncor / Petro-Canada TRAVEL & LEISURE stream Travel UNIQUE PRODUCTS AND SERVICES Burnside max Inc. igotcha Network* PEI Vapour Systems Ltd. Starting Time (My mini ) *Regional programs not available in every area across Canada More powerful Carryall features rugged, fit-to-task bed box, improved cab with added creature comforts. Club Car s line of Carryall utility vehicles has been reengineered and restyled for 2014 with a more powerful engine, a bed box that organizes and protects equipment and a redesigned cab that reduces stress and fatigue for the golf course maintenance staff. A 14hp-rated,* 404cc, single-cylinder Subaru engine with electronic fuel injection (EFI) boosts horsepower by 20 percent and increases fuel efficiency by almost 50 percent over previous gas-powered Carryall vehicles. A new Carryall loaded with over half a ton of cargo is estimated to get approximately 27 miles per gallon. Without a choke or carburetor, EFI engines also start quicker, even in frigid weather. The redesigned bed box has a Rhino-lined floor made of the same material used in the beds of many pickup trucks, making it sturdier, longer lasting and quieter than previous bed constructions. Rustproof aluminum side panels feature a fully integrated track-based attachment system for organizing and transporting shovels, rakes, blowers and other equipment. Movable bed dividers and cargo tie-down loops stabilize cargo to reduce shifting. The system also accommodates optional holders for ladders, utility buckets and other accessories. Club Car Announces Reengineered, Restyled Utility Vehicle PURCHASING PROGRAM Contoured seating and more space between the seat back and a new ergonomically - engineered softgrip steering wheel increase driver comfort. The shifter, gauges and a key switch that deters unauthorized use are now integrated into the dash. The Carryall 300, 500, 550, and 700 models also feature a stylish look with head lights and tail lights integrated into an automotive-type design. Larger cowls made of Club Car s exclusive ArmorFlex and bumpers and fenders made of resilient plastic replace the boxy look of many utility vehicles and provide a more rugged appearance and feel. Additional Features and Benefits: Single-handed latch-and-release tailgate, similar to a tailgate on a pickup truck, spans the entire bed and allows the operator to open the tailgate from either side. Optional cab, integrated into the vehicle s design, features a windshield and doors that sit flush with the frame and do not require an adapter kit. Larger tires increase traction and ground clearance to deliver a more comfortable ride while decreasing turf compaction. Optional LED head lights produce brighter, cleaner light and use less energy than traditional head lights. Club Car offers more than 28 light-, medium- and heavy-duty models and configurations of utility and transport vehicles. The vehicles are available in 2-, 4-, 6- and 8-passenger models powered by gasoline and diesel engines and electric motors. * Engine horsepower and torque specifications are provided by the engine manufacturer. Actual horsepower and torque in use may differ and are dependent on environmental conditions as well as maintenance condition of the engine. For more information on this max program, please contact Cedar Nisbet, Director of max & Business Development for the NGCOA Canada at: ext

4 Create Your Own Online Registration System Delivering Incremental Revenue To You This is a good-news story for the golf industry s relationship with the Internet. The Internet s benefit to golf course owners and operators has been primarily limited to club websites and basic marketing to prospects for tournaments and membership. Much of the marketing effort has been managed through thirdparty partners and marketing services. Tournament and other event business are very important to public courses and semi-private clubs, and even to some private clubs. Managed well, it can mean profitable repeat business for all of your course s operational areas. It also exposes your course to new prospects and partners. However, in the past, managed well took a lot time and energy. Online tournament registration services have been available for a while through third-party event management services. These services can be great, except that the tournament co-ordinator controls the registration and the flow of funds, leaving you with cash flow and accounts receivable issues to deal with. Best of all, you actually have a registration service, just like the one I have described above, included with your NGCOA Canada Membership. It is called EMS and it is ready to go. Once you activate your NGCOA Canada Moneris eselectplus account, you can start reaping the benefits immediately. Canadian golfers spend millions of dollars every year on golf travel vacations and stream Travel can help you capitalize on that revenue! Through the development of white label websites for each NGCOA Canada member facility, stream Travel will promote exclusive travel vacation packages to your customers, on your website. As an NGCOA Canada member, you will earn a 5% rebate on all travel that is booked through your website. stream Travel handles all of the sales, customer service, and fulfillment. Your role is to drive customers to your own website. Established in January of 2012, stream Travel is a full service golf travel company founded as a division of Airstream Travel which has been in business for over 25 years. stream delivers the following services to their golfing travelers: Customized golf travel programs for guests Catering to individual travelers, private groups, country clubs, and corporate groups Day to day itineraries with detailed resort/hotel descriptions and golf course informatio Transportation solutions - self-drive options, chauffer driven or motor coach and driver provision At destination meet and greet service, 24 hour local contacts or full time tour guides To start earning, please contact William Motley-Bailey at stream Travel at or wmotley@ golfstreamtravel.com. Added Value Promotions PURCHASING PROGRAM Because some NGCOA Canada golf courses have food service business year round, Ontrak is pleased to announce some of the current Added Value Promotions that are available to Ontrak members from October through December The new model for online registration technology puts you in control of your tournament business: You control your own course-branded registration site so you see registration progress and all key measures in real time All payments get deposited directly to your bank account overnight and you pay the event their contracted amounts at the contracted times You can completely customise your registration form to fit your club and your tournament (see example: Sunshine Coast & Country Club). More importantly, this new technology can become the platform for much more than tournament registration and management: It can manage events beyond tournaments including: leagues, clinics, and camps You build your own database of players that can be marketed to for the future with integrated e-marketing tools It can be a powerful promotional tool allowing you to offer and control things beyond tournaments, like prepaid golf packages and gift certificates (see example: Dakota Dunes) Purchase a minimum of 30 cases of selected products & get 1 FREE case of product* PACTIV PROMOTION GFS Code Sysco Code BAGASSE BLEND 6 SANDWICH H/L BAGASSE BLEND MEDIUM 1 COMP DUAL TABH/L BAGASSE BLEND LARGE 1 COMP DUAL TABH/L oz. translucent cup oz. translucent cup premium oz. TRANS E CUPS BG SYS CANADA Earth Choice 9 Fiber Plate Purchase a minimum of 40 cases of selected products & get 1 FREE Digital Meat Thermometer* MAPLE LEAF PROMOTION GFS Code Sysco Code Toupie Ham Easy Carve Ham Healthy Selections 3 oz. fully cooked burger Italian Cart Sausage Burns Smokie 7 3lb Sausage For more information on EMS Inc, please contact: James Morrow, President & Founder, EMS Inc james@golfems.comwww.golfems.com For more information on these max programs, please contact Cedar Nisbet, Director of max & Business Development for the NGCOA Canada at: ext

5 NGCOA Canada Membership What s In it For You? Government Relations The NGCOA Canada has seen successful completion of efforts to: Eliminate cart and equipment licensing in B.C. Establish an equitable municipal property assessment formula in Ontario The NGCOA Canada is currently representing the needs of its members on issues including: Allowable tax deductions on green fees Pesticide legislation Water and conservation permits Fuel taxes Weather forecasting NGCOA Canada has joined forces with industry partners on various initiatives, such as: Economic Impact Study to illustrate strength of industry Provincial and Federal lobby days that raised government awareness of the golf industry 2011 Consumer Behaviour Study Purchasing Power Save on all aspects of your operation with the max Purchasing Program Preferred pricing with over 220 suppliers. Opportunity buys use the buying power of NGCOA Canada members to provide one time deep discounts/ rebates on popular products at select times Some courses report annual savings as high as $30,000 Average yearly per member savings of $5200 far exceeding the cost of membership Calculate your annual estimated savings through the on-line max Savings Calculator The more courses that utilize the max Purchasing Program the greater the negotiating power of the NGCOA Canada Grow Your Business KIDS PLAY GOLF NEW kidsplaygolf.ca Promote your junior programs online and attract new golfers and build revenues Webpage guide to all junior programs provided by member clubs Facilities access webpage to update listings of junior programs Parents and kids search by postal code to find junior programs offered in their area FREE to NGCOA Canada members Get Ready: National adult player development program proven to generate new golfers Students average $907 first year spend Students average 10 rounds played in their first year FREE marketing materials and course curriculum Regional Representation And Promotion 8 regional chapters across Canada All NGCOA Canada chapters have regional representation at the national board Regional initiatives to meet your needs including: Spring Warm Ups Invitationals Chapter Meetings Shows Maps, er s Red Books and so much more! Resources At Your Fingertips Annual Conference & Trade Show The industry unites with over 500 leaders in one place Award winning Magazine with educational content for all your departments Monthly E-Newsletter with timely national, chapter and industry updates Powerful benchmarking tools available through the Research Centre Partnership with the PGA of Canada on Get Ready, Conference & Trade Show, and Take A Kid To The Course The BEST investment you can make for your business is to join the only Association in Canada that focuses on the BUSINESS OF GOLF! We can meet YOUR Needs We have the strongest united voice in the golf industry with over 1300 members! 62 63

6 New Members / Affiliates July 23, 2013 to October 25, 2013 NGCOA Canada Calendar of Events NGCOA Canada Board Members and Staff Call today to become a member NGCOA Canada Members Alberta Ross Haven Course Terrae Pines & Country Club Atlantic Avon Valley & Country Club Debert Club The Wilds Resort 2014 NGCOA US Annual Conference & Industry Show February 3-6 Orlando, FL Vancouver & Travel Show February Pacific National Exhibition PRESIDENT RETO STEINER Woodside Course, Airdrie AB VICE PRESIDENT GILLES DEBUT Club de les Quatre Domaines, Mirabel QC SECRETARY/TREASURER STEVEN SPRATT Falcon Ridge Club, Ottawa ON CEO JEFF CALDERWOOD NGCOA Canada, Ottawa ON PAST PRESIDENT DONALD MACKAY Muskoka Highlands Links, Bracebridge ON Call Jim Thompson, Director, Member Services today at to discuss membership with the NGCOA Canada or visit to join today! Of all the membership dues that we pay, the NGCOA Canada gives me my highest rate of return year after year. I can t understand why any course wouldn t be a member! Doug Hawley Redwoods Club Langley,B.C. British Columbia Inside Inc./IGGD Scorecards Lacarya Course and RV Park Central Ontario The Club at North Halton Eastern Ontario & Outaouais Mont Ste. Marie Oasis Mini & Driving Range Quebec Club de L Epiphanie Inc. Club de le Portage Inc. Club de Rawdon Château Bromont Prairie Chapter Chitek Lake and Recreation Inc. Spiritwood Club Wheat City Course Southwestern Ontario Cutten Fields Pine Valley Club Queenston Club St. Davids Club 2014 London Show & Sale Play Ontario Pavilion February 22-23, 2014 Western Fair District, London, ON NGCOA Canada GOLFEXPOs Ottawa-Gatineau GOLFEXPO March 8-9 EY Centre, Ottawa, ON Montreal GOLFEXPO March Place Forzani, Laval, QC Atlantic GOLFEXPO March Casino New Brunswick, Moncton NB Winnipeg GOLFEXPO March Red River Exhibition Park, Winnipeg, MB Quebec GOLFEXPO April 5-6 ExpoCité, Quebec City, QC 2014 Take A Kid To The Course July 7-13 A National Player Development Program that encourages family and junior golf through a dedicated national marketing blitz. Exclusive to NGCOA Canada members, the Take A Kid To The Course campaign is intended to bring non and occasional golfers to your course and keep them there! BOARD OF DIRECTORS IVAN ALDERDICE Meaford Course, Meaford ON ALASTAIR BARR Welsford Course, Welsford NB HARRY BROTCHIE Lakeland Management Inc., Winnipeg MB BILL BROWN Mont-Cascades Club, Cantley QC EDGE CARAVAGGIO ClubLink Corporation, King City ON NEIL CHAMPAGNE Mont Tremblant Resort, Mont Tremblant QC GAVAN FITZPATRICK Eaglequest Grandview, Westphal NS DOUG HAWLEY Redwoods Course, Langley BC ANDY HEDLEY BC Holdings Inc., Vancouver BC BOB KILGOUR Cardinal Club, Kettleby, ON LESLEY MCMAHON Balmoral Course, Red Deer AB RICHARD MUNRO Madawaska Course, Arnprior ON AL PEISTER McLean Peister Ltd., Kitchener, ON MARK SEABROOK Canadian & Country Club, Ashton ON ALON SHATIL East Park Gardens, London ON NGCOA Canada STAFF Jeff Calderwood CEO Nathalie Lavallée Chief Operating Officer Pamela MacDonald-WolK Director, Finance & Administration Cedar Nisbet Director, max & Business Development Jim Thompson Director, Member Services Mike Bell Regional Director, Central Ontario Chapter Carol Ann Campbell Regional Director, Eastern Ontario/Outaouais Chapter Douglas Ferne Regional Director, British Columbia Chapter Shawn Hunter Regional Director, Southwestern Ontario Chapter Brent Hutcheon Regional Director, Alberta Chapter Alain Laforge Regional Director, Quebec Chapter David McCafferty Regional Director, Atlantic Chapter Kevin O Donovan Regional Director, Prairie Chapter AFFILIATES stream Travel Links Bridges NuTerra Solutions Smith Group Inc. Check out your NGCOA Canada monthly E-newsletter and for more details on NGCOA Canada Chapter Meetings, Allied Association, and Industry events. Sarah Allen Special Events and Member Services Djibril Diop Manager, Accounting Léona Folusewych Administrator, Business Development Gloria Hammond Manager, Communications Mollie Miller Receptionist/Administrative Assistant Stacey Tayler Manager, Brand & Design Qixia Xiong Accounting Assistant 64 65

7 As I sit here to write this Parting Shot I am reflecting on a September 14th Globe and Mail article I recently read about hockey: Shifting Ice Rarely if ever, has minor hockey experienced such a wave of change, from how the game is played to how it is addressing issues that have been draining away the sport s lifeblood. Tennis experienced the same type of downward shift in the 90 s and spent millions to reverse the trend., as I see it, is not immune to these same market forces. As the owner of an eighteen-hole golf course just north of Calgary, I have always taken the position that we are not competing with neighbouring golf courses. We are competing with any form of entertainment that attracts the consumers disposable income. It has often been said that Porsche does not compete with other high-end automobiles; they compete with yachts, planes and other luxury goods. Because of that, we need to look around us and see what the average consumer is spending their entertainment dollars on. If we do not compete it is not because our greens are not quite perfect or our restaurant staff is a little off. The consumer has an amazing array of choices today and if we do not hit the mark it is because we are no longer creating great experiences. I am not suggesting there is a magic bullet. There are dozens of them and we need to hit them all, if we are going to retain our customers. For example, do you invest in your staff to make sure they are continuously on the leading edge by taking them to the NGCOA Canada chapter meetings, and by sharing articles from this magazine or the monthly E-News that will help them and your operation grow? I hope the answers to the above questions are YES because we need to be better organized, better educated, and better able to deliver that exceptional experience every time a customer walks in to our facilities. We need to understand that we are in the entertainment business, not just the golf business, and we need to innovate, offer new services, and bring our whole game to a new level. A great example is our work with Canada to make the Handicap System more user-friendly to the recreational player and re-introduce the great advantage golf has in creating a level playing field for all golfers. It will take the entire industry and all its stakeholders to create those great moments. The competition is not going away; the hockey industry knows that and The Parting Shot A Team Effort has to make some serious changes. Tennis recognized that and through a lot of coordinated effort and millions of dollars turned it around. As an industry we do not have the luxury of millions of dollars that the tennis industry had but we have a passion for the game, and as a team (the entire golf industry) we need to re-invent and rebuild that great experience one consumer at a time. My team from Woodside Course and I hope to see you and your teams at the Business Canada Conference & Trade Show in Victoria. Your commitment to bettering the industry and your operation starts here. Reto Steiner Owner, Woodside Course President, NGCOA Canada reto@woodsidegc.com The opinions expressed in the Parting Shot are those of the contributors and are not necessarily those of the magazine or the NGCOA Canada. 66