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Why is it that some staff are always happy and productive, yet others seem to count the seconds until they can leave work?
As a Club Manager your role is to lead your team towards achieving your business goals by ensuring they are providing a consistent product and service in line with established business standards.
Part of leading a team’s performance is providing feedback in a way that achieves your desired outcome. In fact, it is perhaps the most crucial task a manager performs.
Yet many managers feel uncomfortable providing negative feedback, concerned that it may cause conflict and have negative effects.
Whether you’re providing positive feedback to reinforce a desired behaviour, or negative feedback to change a behaviour, you need to be able to guide your team behaviour to achieve your goals.
If you want your feedback to have real impact, there is a straightforward, yet critical, concept you must follow. A simple method that gives amazing results.
The key is to base it on F.A.C.T.S.
With this simple system from Leadership Trainer P.W Irvine – you’ll be able to feel confident in providing feedback to your team.
When recognition is focused on F.A.C.T.S, it demonstrates that the feedback giver cares. It shows they really pay attention to the effort the feedback receiver puts in and they are able to articulate what effect their behaviour has.
Fair – Feedback must be just.
Neuroscience has proven that fairness activates reward centres of the brain, while unfairness illicits the same response as disgust. Fair feedback ensures people will listen to and trust you.
Accurate – Feedback must be based on specific facts, not your interpretation of them.
Do not infer what you think has happened or what you assume has occurred, for example by using statements such as ‘you are always late’. Instead, you should simply state the facts of the situation, for example by stating ‘you arrived at 8.15am this morning and 8.10am yesterday’.
By doing this, you will be on safe ground, and people will be more likely to take on board what you say and respond appropriately. If you are unsure of the facts, it is essential to ask questions and clarify motives in order to better understand the cause of the situation or issue.
Consistent – Feedback must be applied evenly to all staff members.
When you deal with situations and behaviour in the same manner, regardless of who you are dealing with, your team will know what to expect from you and feel fairly treated.
Timely – Feedback must come sufficiently soon after the event.
When you provide feedback promptly it is more likely to resonate with the team member. It also contributes to consistency. If feedback is put off it tends to lose impact and meaning.
Sincere – Feedback must be genuine.
Don’t say things you don’t mean, or just for the sake of it. By describing what a team member did, and why it mattered, your team members are more likely to believe and take on board what you say.
The F.A.C.T.S System is just one of the feedback models taught by P.W Irvine at the upcoming AVTES Hospitality Leadership Workshop for CCV.
If you’re interested in learning more about the upcoming leadership training workshop on August 31st, contact Alex Parratt on 0418 730 409
Excerpts from:
Irvine P.W. The Hour guide to management, Melbourne 2022
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In FY25, Victorian Keno players enjoyed almost 10 million wins worth more than $131.9 million.
For many club patrons across Victoria, FY25 was a year to remember – all thanks to a life-changing Keno win.
Victorian players had a standout year, tallying over 9.9 million Keno wins collectively worth than $131.9 million in prize money.
In FY25, Keno players across the eastern states of mainland Australia celebrated more than 76 million wins collectively worth more than $1.2 billion.
During this time, Keno crowned 20 millionaires and multi-millionaires who together took home more than $57.9 million. Two of these major jackpot winners were from Victoria.
Laverton woman thanks ‘manifestation magic’ for Keno win
A Laverton woman shared she was left thanking the universe after she scored a $60,000 Keno Classic 8 Spot prize at Club Laverton in the weeks leading up to last Christmas.
“It was a big surprise! Especially coming up to Christmas, it’s perfect!” she cheered.
“Do you want to hear something really funny? I just wrote in my diary the day before winning, ‘Thank you, universe, for my Keno 8 Spot win’. Then it really came true!
“I’m a firm believer in the law of attraction and manifestation, and I love affirmations!
“It was awesome seeing all eight numbers pop up on the screen.
“I’ve had a few wins in Keno over the years. It’s like the stars align for me when I play - it’s my thing!”
Club Laverton manager Gus Alimovski said the team happily shared in the excitement with their major Keno winner.
“What an incredible win for our patron! It’s always great hearing these winning stories, and now we have another one to share with our patrons,” he said.
“We’re thrilled for our customer, and we hope to see more Keno winners in our venue soon.”
All eyes on a winning FY26
Keno’s National Partner Manager Luke Harrison said he couldn’t wait to see which Victorian clubs welcomed the next big Keno winners.
“Last financial year, players at Victorian clubs celebrated some impressive victories,” he said.
“A key highlight has been the growing popularity of Keno’s Bonus and Replay features among club patrons. This trend reflects how venues are successfully connecting with their customers, sharing updates on jackpot increases, promotional offers, and game enhancements.
“When players opt into Keno Bonus, they unlock the chance to multiply their winnings by up to ten times, while the Replay option adds another layer of excitement.
“Many players are still unaware of these features, making it vital for staff to start conversations and educate them on the full range of Keno possibilities!”
Mr Harrison said the solid Keno performance at Victorian clubs last financial year laid a strong foundation for continued success in FY26.
“Clubs across Victoria are embracing fresh approaches to elevate the customer experience, and Keno’s rising popularity is playing a key role in that journey,” he said.
“There’s also a wide array of Keno resources available to clubs, from eye-catching point-of-sale materials to engaging promotions, all designed to keep the game front and centre.
“As the new financial year unfolds, Keno is looking forward to celebrating more big wins for Victorian club patrons, and more success stories for the clubs that host them.”
Contact your Business Development Manager to find out how Keno can best support your club in FY26.
Visit Keno Connect for more information on maximising Keno in your club - www.kenoconnect.com.au
