Having recently celebrated 20 years at the Bowlo, it’s time to shine the spotlight on our wonderful General Manager, Chris Roberts. A true leader, he has made a lasting impact on our club. Get to know Chris in our latest staff feature.
How did you start your career at the Club?
Engadine has a strong history of supporting up-and-coming bowlers from regional and country areas. As a 17-year-old, I was fortunate to represent Oak Flats Bowling Club in the Premier League and was a State Junior representative. After completing my HSC, I was weighing up university or pursuing a career in clubs when I received a call from a good mate, Chris Macauley, who had joined Engadine two years earlier. He set up a chat with Operations Manager Peter Hughes (who would later become General Manager), and not long after, I was offered a traineeship in the cellar. Twenty years later, I’m still here.
What roles have you held at the club, and how did they shape your approach as General Manager?
I started as a Trainee Cellarman, and during my traineeship, I also worked as a Bartender, Gaming Host, and Cashier. After four years, I trained as a Supervisor, became a Duty Manager in 2010, and was promoted to Operations Manager in 2015. By 2016, I had stepped into the General Manager role, where I’ve been ever since.
Early in my career, I spent time observing different management styles, learning how leaders operated and, more importantly, how they managed people. This experience helped shape what I believe to be a strong yet empathetic leadership style—one that encourages our team to grow without micromanagement.
How has working in different areas of the club helped you in your current role?
Having worked in every area of the Club except the Greens, I have the confidence to support my management team in any situation. I encourage our Supervisors and Managers to take initiative and make decisions, offering guidance when needed.
This hands-on experience has also given me a deep understanding of the expectations for each role—and, more importantly, what our customers expect. This allows me to address concerns effectively and ensure we maintain high standards across the Club.
What are some of your most memorable moments as a bowler here?
The Club was incredibly supportive, allowing me to pursue my goals as a young bowler. I had some early success, including finishing as Runner-Up in the State Singles, State Fours, and State No. 1 Pennants. I was also fortunate to represent the State at Under-25 and Reserve levels.
However, for me, nothing beats Pennants. Playing alongside 11 teammates creates some of the best memories in the sport. Some standout moments include our State No. 1 Runner-Up finishes in 2006 at Wagga and in 2022 at Forster, as well as our Premier League seasons, which featured some of the most exciting atmospheres I’ve ever played in.
What has been your biggest challenge as General Manager, and how did you overcome it?
COVID-19 was undoubtedly the biggest challenge. The industry shutdown had a massive impact on our people. In just two days, I had to inform most of our team that they would be stood down indefinitely.
As a Club, we did everything possible to support our staff, including financial assistance before the government stimulus was announced and maintaining regular contact during difficult times. Across two lockdowns, we lost just one employee to another industry, which I believe speaks volumes about the Club’s commitment to its people.
Navigating the ever-changing regulations was another challenge. From sign-in procedures to social distancing and capacity limits that changed multiple times a week, it was a period of constant adaptation.
How do you balance the needs of social and bowling members?
The Club was founded by members who wanted a place to play Lawn Bowls and connect socially. Some of our members have been here for over 50 years and have witnessed the Club’s growth, including the expansion to three greens in the 1990s.
Unfortunately, bowls as a sport has declined over the past 10-15 years. While our membership remains steady, we must find ways to utilise our assets, including the greens, to generate revenue. One such project was transforming part of the greens into The Lawn.
As a bowler myself, I understand the tradition and importance of maintaining three large greens. However, from a business perspective, I recognised the potential to create a space that could be enjoyed by all members. While the decision wasn’t initially popular with some bowling members, six months on, I’m sure they would agree it was a positive move for the Club as a whole.
What are some of the biggest leadership challenges you’ve faced?
Hospitality is constantly evolving—whether in technology, design, or food and beverage offerings. As a smaller venue, we don’t have the same resources as larger establishments, so improvements often take time and must be done in stages.
Under our current Board of Directors, we’re implementing a continuous improvement strategy. Each year, members will see changes that enhance their Club experience. We aim to create a vibrant, inclusive hospitality space for our community, and we’re committed to making that happen.
How do you envision the future of the Club?
Since 1959, we’ve been a true community hub, and we’re committed to ensuring that continues for another 65 years. We will keep investing in local sports and community groups while evolving our offerings to meet the needs of our members.
We value feedback from our community, and we use it to shape our strategic plans. A great example of this was the development of The Lawn, and in the coming months, members will see more upgrades, including a Family Lounge refurbishment.
What do you enjoy most about your role?
The people. Over the years, I’ve met so many amazing individuals—both colleagues and customers. Seeing people enjoy the Club and knowing that our work contributes to positive experiences within the community is incredibly rewarding.
From a leadership perspective, I love seeing young team members grow in their careers. Whether they stay in hospitality or move on to other industries, hearing that I’ve had a positive impact on their development is something I truly value.
What advice would you give to someone looking to follow a similar career path?
Start young, listen, and learn. Early in my career, I thought I knew more than I did, but I focused on absorbing as much knowledge as possible. Observe different leadership styles, figure out what works (and what doesn’t), and develop your own approach.
Build strong relationships with your team and customers. And most importantly—work hard. Nothing is handed to those who expect it.
Get to know more of our long-term team members
