5 Star Conversations

In this episode of 5 Star Conversations, Olivier Berrivin, Vice President – Asia-Pacific at BWH Hotels, shares insights from his 35-year journey as a fourth-generation hotelier. Navigating through major industry shifts and global crises, Berrivin emphasizes a leadership philosophy grounded in the "rubber ball" theory: while work is resilient and bounces back, health and family are fragile like glass and must be protected. He reflects on his "trial by fire" during the 2008 financial crisis in Dubai, illustrating that success in hospitality is ultimately driven by team commitment and a focus on operational variables within a leader's direct control.A central theme of the discussion is the "personalization paradox" created by the rapid adoption of technology. Berrivin expresses concern that an over-reliance on apps and QR codes often introduces friction rather than removing it, potentially eroding the human connection that defines the guest experience. He argues that while technology is essential for data and efficiency, its primary role should be to liberate staff—specifically General Managers—from paperwork so they can return to the lobby and engage with guests. For Berrivin, the goal is to find a middle ground where digital tools enhance convenience without replacing the warmth of a face-to-face interaction.Looking toward the next decade, Berrivin envisions a future where BWH Hotels and the broader industry must prioritize local DNA and community identity over standardized, "blended" global branding. He notes that younger travelers increasingly seek unbranded or unique properties that offer a distinct sense of place and culture. His advice for the next generation of hospitality leaders is to remain humble and flexible, especially in the diverse Asia-Pacific market. By blending international expertise with a deep respect for local service excellence, hoteliers can future-proof their businesses while keeping the industry’s "people-first" heart intact.Olivier Berrivin's Bio:Olivier Berrivin holds the position of Vice President – Asia-Pacific at BWH Hotels, a leading global hospitality network comprising of WorldHotels, Best Western Hotels & Resorts, and SureStay Hotels. In this role, he is responsible for overseeing the group’s development, operational performance, and strategic initiatives across the Asia-Pacific region.With a career spanning close to 35 years in Asia, Olivier brings extensive expertise in hotel management and regional growth strategies. Prior to joining BWH Hotels, he held senior leadership roles with several major international hospitality companies, including Accor and Wyndham. His extensive knowledge and proven leadership continue to drive BWH Hotels’ growth and operational excellence throughout Asia-Pacific.#hotelmanagement #hotelleaders #technology4hotelswww.Technology4Hotels.com.auEmail: [email protected]: linkedin.com/in/brendongrangerPhone +61 2 8317 4000Phone 1300 503 657 (Australia only)

In this episode of 5 Star Conversations, Julian Clark, CEO of Lancemore Group, reflects on an unexpected journey into hospitality leadership. Although he began his career in financial services and strategy roles in Australia and the UK, Julian shares how a love of travel, entrepreneurial roots and a desire to contribute eventually brought him back to the family business. He discusses taking on a leadership role during the Global Financial Crisis, the pressure of proving himself as a second-generation leader, and the resilience required to guide a business through both the GFC and later the pandemic. Julian also unpacks the strategic evolution of Lancemore Group, including its move beyond a traditional owner-operator model into a broader asset-light and white-label management approach. He explains how the group’s philosophy of “generosity of spirit” shapes the guest experience, from removing unnecessary friction to creating more genuine, relaxed and high-value hospitality. The conversation also explores his wider contribution to the industry through his seven-year term as President of the Accommodation Association, where he helped drive the historic amalgamation of industry bodies and strengthen hospitality’s collective voice. Beyond business strategy, this interview offers a thoughtful look into Julian’s leadership mindset and personal philosophy. He speaks candidly about curiosity, self-awareness, lifelong learning and the importance of seeking varied experiences, especially for the next generation entering the industry. From his views on AI and the future of leadership to the “eulogy principle” that guides his decisions, Julian shares a grounded and reflective perspective on building a meaningful career, leading with integrity and shaping the future of Australian hospitality.Julian Clark's Bio:Julian Clark is Chief Executive Officer of Lancemore Group, one of Australia’s leading family-owned hospitality companies. Since taking on the role in 2008, he has led the business through a major strategic transformation, evolving it from a traditional owner-operator model into a multi-branded national group. Today, the portfolio spans six business arms, including Lancemore Hotels, the LMG Collection soft brand, white-label management contracts, acclaimed restaurants, award-winning day spas, and James Halliday 5-star rated Lindenderry Wines. Under his leadership, the group has expanded across Victoria, New South Wales and Queensland, with major luxury developments underway in South Australia.A hybrid hotelier by nature, Julian brings a strong background in corporate strategy, with senior roles in the UK and Australia across financial services and online gaming before joining the family business. That commercial and analytical grounding helped him steer Lancemore through both the Global Financial Crisis and the COVID-19 pandemic, while introducing an asset-light strategy focused on scalability and brand equity. His leadership philosophy is shaped by a “generosity of spirit”, inspired by a global sabbatical researching more than 100 luxury hotels, and reflected in the group’s focus on inclusive, high-value guest experiences.Julian has also played an important leadership role across the wider industry, serving a seven-year term as President of the Accommodation Association of Australia, where he helped drive the historic amalgamation of the sector’s peak bodies to strengthen hospitality’s political voice. Based in Melbourne, he is a husband and father of three, a passionate supporter of the Essendon Football Club and the Wallabies, and a leader guided by the principle to “picture your ideal eulogy and live your life accordingly.”#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #hospitalityleaders www.technology4hotels.com.auEmail: [email protected]: linkedin.com/in/brendongrangerPhone +61 2 8317 4000Phone 1300 503 657 (Australia only)

Dominic Egger’s episode of 5 Star Conversations is a wide-ranging look at what modern resort leadership really takes — from goal-setting and disciplined operations to guest experience, technology, and sustainability. Speaking from Phuket, Dominic shares his non-traditional path to senior leadership, starting in the kitchens of Switzerland with a clear aim to become an Executive Chef before 30, then pivoting into General Management as family priorities and long-term career goals evolved. That same focus carried him into his current role as Director of Operations for Travel + Leisure Thailand and General Manager of the award-winning Wyndham Grand Phuket Kalim Bay, where he oversees complex multi-property operations across Thailand.A major theme of the conversation is how Dominic blends process thinking with human hospitality. Drawing on his Six Sigma Green Belt background, he explains how his team maps the full guest journey — from the “dream stage” through pre-stay, on-stay and post-stay — using feedback analysis to remove recurring friction points without turning service into something scripted. He’s clear that the best guest experience isn’t a one-person show: it comes from empowering teams to deliver authentic, hyper-personalised interactions. That people-first lens also shapes his view of AI: Dominic embraces automation in the back office and in pre/post-stay communications to create more time for real guest connection, especially in resorts where meaningful human touchpoints remain the differentiator.Dominic also challenges industry “defaults” with a practical, results-led mindset. He discusses how the pandemic created an opportunity to rethink operations — cutting what no longer serves guests, pushing digital where it improves outcomes, and doubling down on a clear positioning strategy (romance and sustainability) in an intensely competitive market like Phuket. He shares how this thinking has even led to removing traditional sales teams in some properties and reinvesting in guest experience, while still acknowledging that every hotel model is different. The episode closes on Dominic’s broader hope for the industry: a shift from short-term, output-only thinking towards purpose, empathy, sustainability and long-term value — supported by leaders who stay agile, stay close to guests, and build cultures that help people flourish.Dominic's Bio: Dominic Egger is the Director of Operations for Wyndham Destinations Thailand and the General Manager of the award-winning Wyndham Grand Phuket Kalim Bay. Since taking the helm of the luxury resort in 2017, Dominic has overseen a dramatic transformation, driving the property from a ranking of 19th to the Top 10 on TripAdvisor and securing accolades such as the "Asia's Top Design Award" and a listing in the Michelin Guide Thailand. Dominic’s path to the C-Suite is unique and formidable. Unlike the traditional rooms-division route, Dominic began his leadership journey in the high-pressure environment of the kitchen. He combined this culinary discipline with rigorous operational methodology, earning a Six Sigma Green Belt. This blend of creative flair and data-driven process improvement propelled him through senior leadership roles with IHG across Australia, Thailand, and Malaysia. A recognised thought leader in the region, Dominic is a frequent speaker on the Asia-Pacific conference circuit, covering provocative topics ranging from revenue management to the "Innovation Agenda." He is a strong advocate for digital transformation to streamline guest communication pre- and post-COVID. Podcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au#hospitalityindustry #guestexperience #futureofhospitality #innovationinhospitality #careeradvice #hospitalityleadership

For this Best Of 2025 edition of 5 Star Conversations, we asked a deceptively simple question: What’s the best advice you’ve ever received throughout your career? What emerged was not a list of neat soundbites, but a collection of lived moments—often unlabelled as “advice” at the time—that only revealed their meaning years later. Across the conversations, the most powerful guidance rarely came from formal mentoring sessions. It came from small gestures, unexpected opportunities, and leaders who took time to listen, respond, or say the uncomfortable thing when it mattered.A clear theme running through the compilation is accessibility and humility. Several guests reflected on advice that challenged the instinct to build barriers as careers accelerate—whether that’s becoming “too busy,” hiding behind titles, or losing touch with people reaching out. The idea of making yourself reachable, finding time for a coffee, or staying open to unplanned conversations surfaced repeatedly as career-defining guidance. Alongside this sat another recurring lesson: focus. Not trying to be great at everything, but being deliberate about what you want to be known for—both as a leader and as a hotel—while accepting that clarity often requires saying no as much as saying yes.Finally, many of the strongest reflections centred on patience, breadth of experience, and resilience. Advice to slow down promotions, step sideways rather than always up, learn outside your comfort zone, and truly understand the numbers and mechanics behind the operation all featured prominently. Just as often, guests spoke about hospitality as a lifestyle rather than a job—one that demands passion, perseverance, and perspective over the long term. Taken together, this Best Of compilation is less about career shortcuts and more about showing up consistently, staying grounded, and trusting that the right advice often makes sense only when you look back.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaderswww.Technology4Hotels.com.auEmail: [email protected]: linkedin.com/in/brendongrangerPhone +61 2 8317 4000 Phone 1300 503 657 (Australia only)

This compilation brings together one of the most consistent and heartfelt themes from 5 Star Conversations in 2025: advice for those entering, or considering, a career in hospitality. Across roles, regions and career stages, the message is clear. Hospitality is not a short-term play, but a deeply rewarding industry for those willing to learn, be patient and commit to the journey. The strongest advice is to start at the foundations, understand how hotels truly operate from front of house to heart of house, and resist the pressure to rush progression before mastering the basics.A second, equally strong thread is openness to opportunity, challenge, and people. Many leaders spoke about saying “yes” before feeling fully ready, moving sideways rather than upwards, working in different countries, cultures, and disciplines, and deliberately choosing learning over title or money. This curiosity, combined with humility, builds resilience and confidence over time. The industry rewards those who put their hand up, ask questions, embrace uncertainty, and stay positive, even when self-doubt inevitably appears. Hospitality, more than most industries, values initiative, adaptability and a genuine interest in people.Finally, the compilation reinforces that long-term success in hospitality is built through relationships. Mentorship, strong networks and community connections repeatedly surfaced as career-defining factors. Leaders emphasised the importance of finding trusted mentors outside one’s immediate organisation, building genuine networks based on mutual support, and remembering that hospitality is ultimately a people business — both for guests and colleagues. For those who enjoy human connection, continuous learning and real-world problem solving, the collective advice is simple but powerful: hospitality is a career that endures, evolves and gives back far more than it takes.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaderswww.Technology4Hotels.com.auEmail: [email protected]: linkedin.com/in/brendongrangerPhone +61 2 8317 4000 Phone 1300 503 657 (Australia only)

Marcus Hanna, Chief Operating Officer at La Vie Hotels & Resorts, shares a 25-year journey from banquet waiter at Sydney’s Regent (now Four Seasons) to leading luxury assets across Australia and Singapore—including the 2,030-room Fairmont Singapore & Swissôtel The Stamford through a $200m transformation and COVID. He credits early discipline from rowing for teamwork and resilience, and highlights mentors such as Clive Scott, Michael Issenberg, and Simon McGrath. A recurring theme: say yes to opportunities, be proactive, and learn every facet of the hotel—front and heart of house—before racing for the next title.On technology and operations, Marcus argues: tech only delivers when people are trained to use it well. He recounts introducing “assisted self check-in” at Swissôtel The Stamford to eliminate queues while freeing teams to build emotional connections—turning a transactional moment into service. He champions white-label (third-party) hotel management for owner flexibility and performance, and stresses that genuine hospitality still hinges on human touch: get breakfast right, maintain standards, and you’ll earn repeat dining and stronger room revenue.Looking ahead, Marcus expects wider adoption of third-party management, more expert F&B partnerships, and deeper sustainability practices (NABERS, energy efficiency). AI and BI will accelerate, but culture, standards, and training will remain decisive. His advice to emerging leaders: don’t rush—master the basics, take roles that stretch you (even abroad), anticipate your boss’s needs, and keep a glass-half-full mindset. Above all, enjoy the work; hospitality’s job is simple—surprise, delight, and make people happy.Marcus Hanna's Bio:With 25+ years in hospitality, Marcus Hanna became Chief Operating Officer at La Vie Hotels & Resorts in October 2024, leading day-to-day operations and performance. Previously, he spent 20 years with Accor, most recently as Vice President Operations Pacific for Sofitel, MGallery & Emblems, overseeing 23 luxury hotels. Marcus began as a banquet waiter at Sydney’s Regent (now Four Seasons) while studying at Ryde Catering College and competing as a multi-time Australian rowing champion and four-time national representative (twice at World Championships). His career spans InterContinental roles in Sydney, London, Malta and San Francisco; senior roles at Sofitel Melbourne on Collins (multi-million-dollar renovation; project lead for Qantas First Class Lounges in Sydney and Melbourne); GM of Pullman Sydney Olympic Park; Sofitel Gold Coast Broadbeach (QLD Tourism Awards); Sofitel Brisbane Central (2014 G20 host; two-time Best Deluxe Hotel); Novotel Singapore Clarke Quay (record results); and Fairmont Singapore & Swissôtel The Stamford (2,030 rooms; $200m refurbishment; promoted Managing Director in 2021). He champions high standards, team development, and strong owner returns.#hospitalityindustry #guestexperience #futureofhospitality #innovationinhospitality #careeradvice #hospitalityleaders Podcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

Zoran Pejović, Chief Growth & Strategy Officer at Lošinj Hotels & Villas, joins us from Croatia to unpack two decades across luxury development and operations (Aman, Silversea, Celebrity). He shares how a scholarship re-routed him from politics into hospitality, why “elevator-pitch clarity” matters for leaders, and how his near-Buddhist worldview shapes decision-making. From early bar shifts to opening ultra-luxury properties, Zoran frames hospitality as stewardship: aligning brand story, local context, and responsible growth. We dive into the craft of creating peak, transformational moments—moving beyond “service” to experiences that genuinely change guest state. Zoran challenges one-size-fits-all “trends,” arguing for context over slogans and calling out the gap between what guests say they value and what actually drives decisions. He also makes a compelling case for bringing seasoned talent (40s–50s) into frontline roles to stabilise teams, elevate human connection, and mentor younger staff who grew up more digitally than socially. Looking ahead, Zoran sees hospitality as society’s essential “third place” in an AI-heavy world—where tech should remove friction so people can add meaning. We discuss balancing automation with touch, designing across five traveling generations, and why leaders must stay accessible (a lesson from GM Sunny Lusted that changed his career). If you’re a GM or senior hotel leader, this episode offers practical perspective on using technology to enhance guest experience—without losing the soul of your operation. Zoran Pejović's Bio:Zoran Pejović is a seasoned hospitality development and operations executive with 20+ years of international experience, specialising in luxury and ultra-luxury. He has conceptualised, developed, opened, and operated some of the world’s most distinguished hotels and restaurants, with leadership defined by a multidisciplinary approach, responsible business practices, and a deep belief in education and human potential. Currently Chief Growth & Strategy Officer at Lošinj Hotels & Villas, he oversees the strategic direction of its portfolio on the Adriatic’s Island of Vitality, focusing on enhancing luxury and premium experiences, driving revenue growth, and positioning the company as an industry leader through responsible, innovative practices. How Zoran sums himself up: Some build hotels, some build ideas — I try to do both. Born in Kotor, based in Split, working on Lošinj, loyal to the Adriatic, the Mediterranean, and to intellectual integrity. Running growth & strategy at Lošinj Hotels & Villas, shaping storylines from concept to global comms. Along the way, helped bring to life Maslina Resort on Hvar and Villa Nai 3.3 on Dugi Otok. Traveled 100+ countries, worked on three continents and across the seas. Into wine, cigars, and conversations from hospitality to politics. Father of two, partner to a Swedish shield maiden. Doesn’t buy free will, does buy good wine. Almost a Buddhist. #HospitalityIndustry#GuestExperience#FutureOfHospitality#InnovationInHospitality#CareerAdvice #HospitalityLeadersPodcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In this episode of 5 Star Conversations, I sat down with Wayne Taranto, the Chief Operating Officer of Ovolo Group. We talk about how Wayne's journey into hospitality started unexpectedly, despite initially considering a career in the building industry. A pivotal moment came when he secured a role at Bobby McGee's, a popular entertainment venue in the late 90s. This experience ignited his passion for hospitality, and he quickly rose through the ranks, learning invaluable lessons in food and beverage and guest service. His career has spanned several senior positions in well-known Australian hospitality groups, including Event Hospitality & Entertainment, Accor, and Crown Group, where he became known for his ability to foster high-performing teams and craft emotionally connected guest experiences.Wayne reflects on a memorable moment in his career when he led a resort in Yeppoon, Queensland. He recounts the deep emotional connection he developed with his team and the local community, which became evident when nearly 300 employees lined the road to bid him farewell. This experience solidified his commitment to the hospitality industry and reaffirmed his passion for creating memorable guest experiences. As a leader, Wayne attributes much of his success to mentors such as David Sergeant, Garth Simmons, Peter Hill, Simon McGrath, and Girish Jhunjhnuwala, who guided him through various stages of his career, teaching him the importance of leadership, resilience, and adaptability.Wayne also shares his thoughts on the future of hospitality, emphasizing the need for a new generation of leaders who can adapt to the evolving landscape of the industry. He believes that while technology like AI will continue to play a significant role in streamlining operations, it’s essential for future leaders to maintain a strong focus on human connection and mentorship. For those entering the industry, Wayne’s advice is clear: seek out a mentor, be proactive in seeking new opportunities, and never stop learning. As he moves forward with Ovolo, Wayne remains committed to shaping the brand’s next phase of growth, fostering a culture of excellence, and continuing to create extraordinary experiences for both guests and employees.Wayne Taranto's Bio:Wayne Taranto is the Chief Operating Officer of Ovolo Group, overseeing the company's Australian hotel portfolio since 2023. With over 30 years of experience in hospitality, Wayne has held leadership positions in renowned brands such as Event Hospitality & Entertainment, Accor, and Crown Group. His expertise spans launching luxury hotel brands, creating innovative food and beverage concepts, and driving operational excellence. At Ovolo, he plays a key role in the brand’s continued growth and evolution, contributing to its success, including being named Hotel Brand of the Year at the 2022 HM Awards.Prior to Ovolo, Wayne served as the CEO of d'Albora Marinas and held senior roles with Pullman Hotels and Rydges Hotels & Resorts. Known for fostering high-performing teams and delivering exceptional guest experiences, Wayne's leadership style is influenced by mentors such as David Sergeant, Garth Simmons, and Simon McGrath. He is passionate about service excellence and the role of human connection in hospitality, ensuring that innovation and technology enhance, rather than replace, the emotional engagement that defines the guest experience.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #hospitalityleadersPodcast Contact Details:Email: ⁠⁠[email protected]⁠⁠LinkedIn: ⁠⁠linkedin.com/in/brendongranger⁠⁠Phone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: ⁠⁠www.Technology4Hotels.com.au

In this episode of 5 Star Conversations, we sit down with international hotelier Mario Mendis, whose 26-year journey in hospitality began humbly as a kitchen hand in Brisbane. Mario shares how his early exposure to the industry through his father, combined with hands-on experiences in Sri Lanka and Dubai, shaped his deep-rooted passion for food and beverage. These formative years helped him build a global career that spans Australia, the Middle East, and Southeast Asia—including his transformative role as General Manager of Sofitel Saigon Plaza, where he spearheaded post-COVID recovery by reinventing the hotel’s lifestyle and wellness offerings. Mario reflects on the evolution of hospitality, especially the need for hotels to adapt with creativity and resilience. He discusses how partnerships with external lifestyle and wellness brands helped reposition properties for new demographics—citing unique ventures like speakeasy barbershops and infrared saunas as game-changers. His belief in F&B as the soul of a hotel is clear, with an emphasis on authenticity, ambiance, and innovation. These elements, he argues, are not only vital for guest experience but also instrumental in building the hotel as a destination in itself.Looking to the future, Mario shares both excitement and caution around emerging technologies like AI and robotics. While acknowledging their potential to improve operational efficiency, he stresses the irreplaceable value of emotional intelligence and genuine human connection in hospitality. He offers powerful advice for aspiring hoteliers—championing what he calls the “Three Ps”: passion, patience, and perseverance. For Mario, success isn’t just about climbing the ranks, but about building meaningful relationships and embracing every part of the hotel ecosystem with curiosity and care.Mario Mendis' Bio:Mario Mendis is an accomplished international hotelier with a 26-year career that began humbly in Brisbane as a kitchen steward in 1999. Since then, he has held senior leadership roles across luxury city and resort hotels in Australia, Sri Lanka, Dubai, Bermuda, Thailand, and Vietnam. Most notably, he served as General Manager of the iconic Sofitel Saigon Plaza, where he led the hotel through a post-COVID transformation, reinventing its lifestyle offerings and repositioning the property to meet the evolving demands of both local and international guests. In addition to his operational leadership, Mario has been a strong advocate for the broader hospitality industry. As former Chairman of EuroCham Vietnam’s Tourism & Hospitality Committee, he actively championed key policy reforms around visa access, sustainable tourism, and medical and retirement travel. His commitment to diversity is equally evident—signing the Women’s Pledge for Gender Diversity in Vietnam and mentoring future industry leaders through guest speaking roles at RMIT Vietnam. Mario’s passion for hospitality is deeply rooted in family tradition, with his father also having enjoyed a distinguished hotel career. This heritage has instilled in him a strong sense of cultural connection, service excellence, and innovation. Whether judging on Top Chef Vietnam or guiding multicultural teams across the globe, Mario brings strategic insight, adaptability, and a genuine enthusiasm for elevating guest experiences and industry standards.Podcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au#HospitalityIndustry#GuestExperience#FutureOfHospitality#InnovationInHospitality#CareerAdvice #HospitalityLeaders

In this episode of Five Star Conversations, I sit down with Wayne Williams, CFO of the Minor Hotel Group. Over two decades, Wayne has played a key role in the group’s transformation—from 10 properties in Thailand to more than 560 hotels across 58 countries. We unpack the operational shifts, cultural adaptation, and leadership mindset that helped drive this global expansion, while staying true to service excellence.Wayne offers candid insights into how the Minor Hotel Group is embracing technology to elevate the guest experience—balancing automation with personal attention, and making sure the tech serves people, not the other way around. We also explore the growing importance of curation, wellness, ESG, and how hotels can future-proof through behavioural and organisational change—not just digital transformation.Beyond the boardroom, Wayne shares his long-standing support of Hands Across the Water, a charity focused on creating opportunities for children across Thailand. It’s a powerful reminder of the impact hoteliers can have—both within the industry and in the communities they serve. A thoughtful, wide-ranging conversation with one of the most respected financial leaders in global hospitality.About Wayne Williams:Wayne Williams' Bio: Wayne Williams is Chief Financial Officer for the Minor Hotel Group, the hotel division of the Thai-listed company Minor International. He has more than 20 years’ experience working in Thailand and has been with Minor International for more than 18 years. In that time, the hotel group has grown from having 10 hotels to now having over 564 hotels in more than 58 countries, with a turnover in excess of USD $5 billion last year. Prior to joining Minor, Wayne held a number of senior finance roles in hotels and hospitality businesses in Thailand, Australia, and the Pacific. Wayne was previously President of the Australian-Thai Chamber of Commerce in Thailand and was a member of the Thailand Board of Trade. He is currently Vice President of the Advance Australia Council of Thailand and is a board member of the Hands Across the Water charity foundation. An AustCham Presidents’ Award winner in 2024, he was not only voted by peers in 2023 as a Top 10 Global CFO in the annual Icon Awards in the US, but his hotel team won the Global Finance Team of the Year in 2024. A Commerce graduate from the University of Queensland, he has been an Australian CPA certified for over 20 years.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #hospitalityleadersPodcast Contact Details:Email: ⁠[email protected]⁠LinkedIn: ⁠linkedin.com/in/brendongranger⁠Phone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: ⁠www.Technology4Hotels.com.au

In this episode of 5 Star Conversations, Jason reflects on a career built on resilience, curiosity, and the willingness to take the harder path. Having spent two decades abroad, he shares how stepping outside his comfort zone led to growth in diverse roles and destinations, culminating in a leadership position he’s proud to return home for, much to his father’s eventual approval (and ongoing critique as a hotel guest!).Jason shares candid advice for those starting out in hospitality: choose challenges over titles, and learning over comfort. By saying “yes” to opportunities others may shy away from, he developed a depth of experience that made him not just capable, but truly valuable. He believes the most in-demand professionals are those who master the unglamorous parts of the job—the systems and skills others tend to avoid.At the heart of Jason’s journey is a mindset driven by continuous improvement. He encourages future hoteliers to adopt a proactive approach: learn everything you can, take pride in the details, and remember that your growth accelerates when you lean into the unknown. It’s a powerful reminder that success in hospitality is as much about attitude as it is about ability.Jason Nuell's Bio:Jason Nuell is the Regional Vice President for Australia, New Zealand and the Pacific at Marriott International, overseeing a growing portfolio of 46 hotels and resorts with more than 20 in the pipeline.He previously served as Global SVP of Premium Brands at Marriott, where he led iconic names like Marriott Hotels, Westin, Sheraton, Le Méridien, and Autograph Collection. In that role, he played a key part in brand development—including the launch of Moxy and AC Hotels—and the global transformation of Sheraton.With over 20 years at Marriott, Jason has held senior roles across the US, India, China, and Europe, including a decade at the company’s global HQ. He began his career in Food & Beverage roles in Queensland and now returns to Australia with his family, bringing a deep passion for guest experience, brand performance, and Marriott’s ‘People First’ culture.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #hospitalityleaders Podcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

In this special international edition of 5 Star Conversations, filmed on location in Bangkok, we sit down with Rene Balmer, Group General Manager of Chatrium Hospitality. With nearly four decades in hospitality, Rene shares his fascinating journey from pastry chef in Switzerland to senior leadership in Thailand, offering a rare behind-the-scenes look at one of Southeast Asia’s rising hotel brands. His reflections on career progression, leadership, and learning from both mentors and mistakes make this a must-watch for aspiring and seasoned hoteliers alike.Rene provides a compelling overview of Chatrium’s evolution—from a residential real estate background to a growing hospitality portfolio spanning Bangkok, Phuket, Samui, Japan, and beyond. He outlines the group’s brand architecture and strategy to grow through asset-light expansion and international management contracts. His insights into balancing high-touch service with technology-enabled efficiencies offer valuable takeaways for hotel operators.Throughout the conversation, Rene emphasises the importance of curiosity, continuous learning, and embracing technology without losing the essence of guest-centric service. From streamlining check-in processes to investing in scalable systems, his practical advice reflects the mindset of a leader who has evolved with the industry. Whether you’re running a boutique hotel or part of a global chain, this episode offers rich perspective on future-proofing through smart tech and strong culture.Rene Balmer's Bio:Rene Balmer is a seasoned hotelier with over 35 years of global experience spanning Europe, Asia, the Indian Ocean, the Middle East, and luxury cruise liners. Currently serving as Group General Manager of Chatrium Hospitality, Rene oversees a diverse and growing portfolio of hotels and residences across Thailand, Japan, and Myanmar. His leadership is helping shape Chatrium’s shift towards an asset-light model, with strategic expansion into Southeast Asia and aspirations to enter the Australian market. Beginning his career as a chef in Switzerland, Rene’s deep operational knowledge and insatiable curiosity saw him rise quickly through the ranks—from Executive Chef to Hotel General Manager, and eventually into senior roles overseeing Technical Services and Development. His unique blend of culinary creativity and technical precision has played a pivotal role in the successful opening of over 40 hotels globally, where he’s driven both guest experience excellence and backend efficiency.Rene is known for his pragmatic approach to integrating technology in hospitality—focusing on systems that enhance the guest journey without sacrificing the warmth of personal service. Whether refining back-of-house efficiencies or shaping guest-facing innovations, Rene is driven by a core belief: that memorable experiences, not just operational metrics, are the true measure of a hotel’s success. His leadership continues to inspire a new generation of hoteliers to balance tradition with transformation.#HospitalityLeadership #HotelManagement #ChatriumHotels #BangkokHotels #HotelTechnology #LuxuryHotels #HotelTrends #FiveStarConversations #TourismAsiaPodcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, Anthony Metcalfe, Hotel Manager at Capella Sydney, shares his journey through the luxury hospitality industry. With roots in a hospitality family, Anthony initially resisted following in his parents’ footsteps, but soon realised it was his calling. Starting his career in Food & Beverage and moving through roles at Grand Hyatt Melbourne, Sofitel Queenstown, and Park Hyatt Sydney, he developed a passion for luxury service and experiential travel. His time at Capella began as Director of Rooms during the pre-opening phase, before stepping into his current leadership role where he’s committed to operational excellence and meaningful guest experiences. Anthony highlights the importance of mentorship and broad operational experience in building a well-rounded leadership profile. Influenced by industry leaders and his parents, he values honest advice and encourages new entrants to hospitality to be patient and fully immerse themselves in learning each role. He believes breadth of experience—working across departments and hotel styles—enables more informed leadership. He also stresses the importance of team culture, recognising the impact of downward mentorship and the satisfaction of seeing his long-standing team grow and succeed. Looking at industry trends, Anthony expresses concern over the dilution of five-star standards through excessive lifestyle branding, and the misapplication of automation in guest experiences. While he embraces technology’s potential, he advocates for balance—using innovation to streamline backend operations while preserving human connection on the front end. He also calls for smarter, emotionally driven loyalty programs, particularly in luxury segments, and hopes for government support to allow more permanent hospitality careers for migrant workers. His final advice to those starting in hospitality: take your time, learn deeply, and focus on building authentic leadership through experience.Anthony Metcalfe's BioAnthony Metcalfe is a seasoned hospitality professional with over a decade of experience in luxury hotels and resort management. Currently serving as Hotel Manager at Capella Sydney, he plays a pivotal role in delivering world-class guest experiences at one of the city’s most prestigious destinations. His tenure at Capella began as Director of Rooms during the hotel’s pre-opening phase, where he was instrumental in overseeing key operational departments, including Front Office, Housekeeping, and Auriga Wellness. His expertise in executive leadership, strategic planning, and guest satisfaction ensures the seamless operation of this ultra-premium property. Before joining Capella, Anthony held key leadership positions at Hyatt Hotels, including Operations Manager at Hyatt Regency Brisbane and Front Office Manager at Park Hyatt Niseko. His experience spans brand transitions, large-scale renovations, and complex pre-opening projects in diverse markets, from Australia to Japan. His ability to navigate operational challenges, align teams with brand standards, and enhance the luxury guest experience has been central to his success in the industry. Anthony's hospitality journey began with roles at Grand Hyatt Melbourne, Sofitel Queenstown, and Park Hyatt Sydney, where he developed a deep understanding of luxury service and guest relations. His hands-on leadership style, combined with expertise in budgeting, occupancy management, and relationship development, has made him a trusted figure in the industry. With a commitment to excellence and innovation, he continues to shape the future of luxury hospitality in Australia and beyond. #hospitalityindustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeadersPodcast Contact DetailsEmail: ⁠[email protected]⁠ LinkedIn: linkedin.com/in/brendongranger Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

James Goodwin, CEO of Accommodation Australia, joined Brendon on 5 Star Conversations to discuss his transition into the accommodation sector, having previously worked in aviation, tourism, and public policy. While new to hotels, James highlighted his deep connections to related industries and his appreciation for the people-first nature of hospitality. He was particularly surprised by the evolving guest habits, such as the decline in traditional in-room TV usage, and he shared insights on how his leadership approach—balancing lead, facilitate, and collaborate strategies—helps him advocate effectively for the industry.James outlined three major challenges facing accommodation providers of all sizes: demand recovery, workforce shortages, and rising operational costs. He stressed the importance of increasing international tourism, ensuring better vocational training for hospitality professionals, and addressing the cost of doing business, including energy prices and regulatory compliance. He also discussed the need for a level playing field with short-term rentals, advocating for national regulation to manage their impact on housing affordability and fair competition.On technology’s role in hospitality, James sees AI and data-driven solutions playing a key part in optimizing operations, forecasting demand, and enhancing the guest experience, rather than replacing staff. Looking ahead, he predicts hotels will lean further into local experiences, ensuring guests feel immersed in the culture of their destination rather than staying in generic accommodations. With a strong focus on collaboration and advocacy, James emphasized the power of first-hand industry engagement, ensuring that policy discussions in Canberra reflect the real-world challenges and needs of Australia’s accommodation sector.Bio for James GoodwinJames Goodwin is an experienced executive and non-executive director with a background in media, corporate affairs, and public policy. He was appointed Chief Executive of Accommodation Australia (AA) in September 2024, leading the national body that represents more than 1,000 member properties with over 120,000 accommodation rooms across the country.Prior to joining AA, James served as CEO of the Australian Airports Association (AAA) for over four years, including during the COVID-19 pandemic when the aviation industry faced significant challenges. Before that, he was Chief Executive of the Australasian New Car Assessment Program (ANCAP) from 2015 to 2020 and held senior roles at the Australian Automobile Association, including Director of Government Relations & Communications and Acting CEO.James has also held prominent corporate affairs roles, including at AirServices Australia, overseeing air traffic control and aviation firefighting communications, and as Head of Media & Communications at the Federal Chamber of Automotive Industries, representing Australia’s vehicle and motorcycle brands.In addition to his executive roles, James is the Chair of St John Ambulance ACT, a National Board Member of St John Ambulance Australia, and was appointed an Officer of the Order of St John in 2022. He also serves on the board of Canberra Institute of Technology (CIT) Solutions and has contributed to industry education and policy through roles with the ACT Road Safety Advisory Board and Auto Skills Australia. James began his career as a journalist and newsreader in Sydney and Canberra, including time in the Federal Parliamentary Press Gallery, and holds a bachelor’s degree in communications and politics.#HospitalityIndustry#GuestExperience#FutureOfHospitality#InnovationInHospitality#CareerAdvice #HospitalityLeadersPodcast Contact Details:Email: [email protected] LinkedIn: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

In this episode of 5 Star Conversations, Brendon sits down with Dean Minett, a seasoned hospitality professional with over four decades of experience in hotel management, consultancy, and asset management. Dean shares how his career began unexpectedly when his love for cooking led him to the Southern Cross Hotel Melbourne, an industry icon at the time. By the age of 23, he was already a General Manager, a remarkable achievement that set the stage for his distinguished career. Dean’s journey took him through various leadership roles, from Interwest and Ascott Limited to founding Gatehouse Hospitality, where he now advises hotel owners, investors, and operators across Asia Pacific, the Middle East, and Europe. His career has been shaped by mentorship, resilience, and a keen eye for operational excellence, and he credits early industry leaders for inspiring his commitment to detail, guest experience, and strong leadership.Beyond his career, Dean reflects on the evolving hospitality landscape, sharing insights into how AI and technology are reshaping guest interactions while cautioning against over-reliance on automation at the expense of human connection. He discusses how sustainability, design innovation, and the guest experience will continue to define the future of hotels. With a strong focus on people-first leadership, he emphasizes the importance of treating all stakeholders with respect, including suppliers, employees, and guests. His guiding philosophy—"When in doubt, be kind"—stems from his belief in understanding and supporting others, especially in an industry built on service.In a lighter moment, Dean shares a surprising personal passion—Kendo, a Japanese martial art that has taught him discipline, resilience, and the value of continuous learning. He compares mastery in Kendo to a career in hospitality, where true learning begins only after years of experience. His advice for aspiring hoteliers? Love working with people, take initiative, and never stop learning. Bio for Dean MinettDean Minett is a seasoned hospitality professional with over four decades of experience in hotel management, consultancy, and asset management. As Managing Director of Gatehouse Hospitality, he has focused on delivering best-in-class hospitality services and bespoke business development advice for hotel developers and investors across Asia-Pacific, the Middle East, and Europe. His corporate career includes roles as Country General Manager for The Ascott Limited, where he successfully launched and repositioned brands, improved profitability, and managed multi-million-dollar serviced residences. Dean's expertise spans operational transformation, asset rationalisation, and the development of strategies for market entry and growth, making him a key figure in driving innovation and operational excellence in the industry.Throughout his career, Dean has been deeply involved in industry education, thought leadership, and governance. He has served on various boards and committees, including the William Angliss Institute and Parks Victoria, and has contributed extensively to hospitality literature as a columnist and co-author of industry texts. Recognized as a "Tourism Legend" by Tourism Training Australia, his accolades include judging national and state tourism awards and mentoring future leaders. Dean's passion for the sector is complemented by his academic background, including a Master of Business (Research) and credentials from the Australian Institute of Company Directors, ensuring his influence extends from operational to strategic realms within hospitality.#HospitalityIndustry#GuestExperience#FutureOfHospitality#InnovationInHospitality#CareerAdvice #HospitalityLeadersPodcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, Brendon Granger sits down with Matt Tripolone, Managing Director for Australia and the Pacific at IHG, to explore his remarkable journey into hospitality and his vision for the industry. Although not formally educated in hospitality, Matt shared how his early experiences working in event management sparked a deep appreciation for the people and connections within the sector. Combining his passion for real estate with the hospitality industry, he joined Accor in 2008, where he was inspired by exceptional mentors and had formative experiences, such as forging close relationships with regional hoteliers that led to transformative projects. Matt reflected on the joy and pride he feels seeing hotel projects evolve from an idea to thriving businesses that deliver memorable guest experiences.Matt also shared insights into the evolving challenges and opportunities in hospitality, particularly the importance of adapting to the needs of a multi-generational workforce and guest base. He highlighted the need for the industry to position itself as a destination for talent by fostering diversity, innovation, and cross-functional roles to create aspirational career paths. While acknowledging the challenges of implementing sustainability initiatives, especially for older properties, Matt expressed optimism about how creative thinking and partnerships can drive positive change. He emphasized that the industry must embrace change, balance technology as an enabler, and focus on tailoring guest and employee experiences to meet diverse needs.In closing, Matt shared his passion for the hospitality industry’s ability to create meaningful moments for guests. He recounted a touching personal story about how a simple gesture from a hotel team brought immense joy to his parents during their 60th wedding anniversary celebration. For Matt, it’s these heartfelt, personalized experiences that define true hospitality. He encouraged aspiring hoteliers to embrace the industry’s purpose of bringing smiles to guests’ faces, remarking that if such moments bring joy, then hospitality is undoubtedly the right career path.BioMatt Tripolone - Managing Director - Australasia & Pacific, IHG Hotels & Resorts, one of the world’s leading hotel companies. Based in Sydney, Australia since 2021, he leads the company’s strategic growth, performance and operations in the Australasia & Pacific region.Matt was previously based in Dubai as Vice President of Development for IHG’s Middle East & Africa region since 2018, where he built and led the team that signed17,000 keys, delivering unparalleled growth and signings for the Group, including the first Kimpton in MEA, and the world’s largest Crowne Plaza and Voco hotels in the world.Prior to that, Matt headed development for IHG in Australasia & Japan, where he was responsible for IHG’s growth and doubled the annual signings, including iconicproperties including InterContinental Perth, Crowne Plaza Christchurch, Crowne Plaza Sydney Darling Harbour and InterContinental Hayman Island Resort, as wellas the renewal of several strategic portfolios for the group.He joined IHG in 2014 from Accor Hotels where he held the role of General Manager, Development – Pacific, since 2008. Prior to that Matt has worked for a number of leading companies specialising in development, planning and acquisition including Scanna Developments and Urbis.Matt holds a Bachelor of Arts and Masters in Urban Planning and Development from the University of Sydney.#HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeadersPodcast Contact Details:Email: [email protected]: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, Brendon Granger interviews Erin Pickering, who shares her incredible journey from a career in Australian media to managing luxury super yachts for the world’s elite. Starting with a leap of faith and a one-way ticket to France, Erin quickly climbed the ranks, learning the intricacies of yacht operations, guest service, and crew management. Her experience ranged from catering to demanding guests with meticulous attention to detail—like polishing blueberries—to overseeing complex logistical challenges, including launching Steven Spielberg’s 110-meter yacht. Erin highlights the unique pressures of being "always on," managing crew dynamics, and maintaining high-performance standards in a confined environment. Drawing on her yachting expertise, Erin founded Holystone, a business focused on elevating service quality in hotels and restaurants. She emphasises the importance of guest experience consistency and operational excellence, sharing lessons from yachting that translate to hospitality. Erin advocates for attention to detail, practical training, and addressing team dynamics to ensure seamless service, even during high-pressure situations. Her insights on reading guest behaviour and handling confidential information reflect her dedication to discretion and professionalism. Erin encourages aspiring super yacht professionals to seize the opportunity, emphasizing that starting locally in Australia can provide invaluable experience before heading to Europe. Her advice includes avoiding unnecessary certifications and focusing on essential skills. Reflecting on her career, Erin expresses gratitude for the personal growth it brought her, noting that her journey taught her more about herself than the world. Her passion for world-class service and authentic connections continues to shape her approach to both hospitality and business. Bio: With over 20 years of experience in customer service, Erin has spent the last 9 years running super yachts in Europe for some of the world's wealthiest and most influential individuals and providing world-class service to them. Her last project was launching Steven Spielberg’s 110m yacht! She has returned home and created her own business, Holystone, which allows her to share her skillset with hotels and restaurants. She cares deeply about what our consumers experience in hospitality and wants to ensure that our businesses are always providing world-class service. #HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaders Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 Phone 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, Brendon Granger interviews Rodger Powell, a highly regarded leader in the hospitality and tourism industry with a career spanning over three decades. Rodger shares insights from his journey, beginning with his unexpected entry into hospitality through a family business and early roles that ranged from management cadetships to running diverse establishments. Reflecting on his unconventional career path, Rodger credits the varied experiences for his deep understanding of the industry and its many facets, from small pubs and motels to luxury hotels and international brands. This foundation has shaped his expertise in advising hotel owners and investors through his company, THSA Hotel Advisors, which is now a leader in hotel asset management in Australasia. Rodger discusses the evolution of the hospitality industry and its need to adapt to modern consumer expectations, particularly in leveraging technology to enhance guest experiences. He highlights how other industries, like aviation and retail, have set benchmarks for customer-focused technology that hotels should emulate. Rodger emphasizes the importance of balancing technology with high-touch service, noting that efficiency improvements—like mobile check-ins—can free staff to deliver more meaningful guest interactions. He also points out the shift in hospitality ownership structures as a barrier to tech adoption, stressing the need for operators and owners to invest in solutions that improve guest satisfaction and operational efficiency. As the conversation delves into Rodger’s leadership philosophies, he shares valuable advice for newcomers to the hospitality field, emphasizing persistence and a willingness to embrace opportunities. He reflects on the lessons from his diverse career, advocating for a commitment to continuous learning and adaptability. Rodger’s passion for the industry is evident as he encourages the next generation to view hospitality as a vibrant, rewarding career. Concluding with optimism, he envisions a future where lifestyle hotels and innovative technologies redefine the industry, creating more personalized and meaningful experiences for guests. Bio: Rodger Powell launched THSA - Hotel Advisors in 2005 after a 25-year career in senior and C-suite hotel and tourism roles. Today, THSA is recognised as a leading specialist hotel advisory and asset management business in AustralAsia. The diverse and dynamic THSA team has a combined 200 years in hotel and hospitality management and hotel consulting, completing more than 400 assignments that have informed major investment decisions and guided clients’ success and market reputations through evidence-based, straight-talking advice. Acting almost exclusively for hotel owners, developers and investors, THSA specialises in hotel asset management, performance improvement, market demand and feasibility studies, due diligence, dispute resolution and expert witness roles. They also collaborate with all tiers of government on planning and place-making. THSA's impressive client roster includes some of the region's largest multi-national developers, equity investors and financial institutions, high net worth individuals and boutique private enterprises. Some of the largest LGAs in the country also rely on THSA’s expertise. Rodger, Ruwan and the team are passionate hotel and tourism professionals whose hands-on experience delivers a wealth of advice and uncommon insights that balance innovation, value and risk. They are extremely proud that all their business comes from referrals. #HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaders Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 Phone 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In this interview, Brendon Granger speaks with Scott Bear, General Manager of Mercure Sydney Manly Warringah, whose rapid ascent in hospitality began as an event waiter at Park Hyatt, Sydney, in 2015. Scott has distinguished himself through community engagement, contributing to local charities and environmental initiatives, and fostering partnerships with teams like the Manly Sea Eagles. He is also co-leader of the Young Hotel Leaders Group, which connects emerging hotel, tourism, and leisure professionals. His commitment to inclusivity and collaborative leadership was recognised with the Blue Mountains International Hotel Management School Alumni of the Year Award in 2022 and a Highly Commended Industry Rising Star honour at the 2023 Australian HM Awards. Scott’s path to hospitality was unexpected; initially drawn to veterinary science, a formative encounter with a General Manager in Las Vegas inspired him to pursue hotel management instead. This experience shaped his dedication to creating memorable guest experiences and a people-centred service approach. His career has included placements at prestigious properties like the Park Hyatt in Sydney and London’s Hyatt Regency Churchill, where he gained valuable insights under respected mentors. Scott’s values shine through his leadership style, valuing mentorship, collaboration, and always striving to embody the character he respects in others—a philosophy he encapsulates in his favourite quote, “True character is revealed in adversity, not comfort.” Throughout the conversation, Scott and Brendon explore the evolving role of technology in hospitality. Scott appreciates innovations like self-check-in kiosks that streamline operations, allowing staff to focus on delivering high-quality, personalised service. He cautions against over-reliance on technology, advocating for a balanced approach that enhances rather than replaces human connection. Looking to the future, Scott sees Australian hospitality distinguishing itself globally through genuine, authentic service and believes the industry will continue to thrive as it embraces technology while preserving its human-centred essence. Bio: Scott Bear is a dedicated and passionate hospitality professional with a desire to improve the lives of the people he comes into contact with everyday. Currently General Manager of Mercure Sydney Manly Warringah, Scott has had a rapid career rise from entering the industry in 2015 as a Food and Beverage event waiter at Park Hyatt Sydney to taking on his first General Manager role at the age of 26. Scott has a passion for utilising his role wherever he may be to improve the community in which he operates and this is highlighted by his work with local charities, environmental initiatives and community partnerships with his most recent one being the sponsorship of the Manly Sea Eagles Women’s Team. Outside of his General Manager role, Scott is the Co-Leader of the Young Hotel Leaders group which began back in 2022. The group was formed to provide a platform for emerging leaders in the hotel, tourism and leisure industry whilst fostering new connections and long term relationships. The group gives those that attend their events the chance to focus on industry-relevant discussions whilst exploring trendy and innovative hospitality spaces. Attendees range from those in capital markets, investment, consultancy, valuations, operators and design & construction. Scott represents the youth as a key member of the BMIHMS Alumni Board and in 2022 won BMIHMS Alumnus of the Year. Scott was also awarded a highly commended at the 2023 Australian HM Awards for Industry Rising Star of the Year. #HospitalityIndustry#GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaders Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 Phone 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, Jürgen Baumhoff shares insights from his extensive 40-year career in hospitality, where he's held senior roles at globally renowned brands like Intercontinental, Emaar Hospitality, and Qatar Hospitality. He reflects on his early career inspiration, which came from reading Arthur Hailey's book Hotel, and how it sparked his passion for the industry. Jürgen emphasises the importance of building meaningful relationships and the value of adaptability in managing complex hospitality portfolios. Jürgen's journey started at Kempinski's Vier Jahreszeiten in Munich, where he learned the importance of attention to detail and developed a hands-on approach to hospitality management. His career spanned across continents, including roles in Geneva, Hong Kong, London, and Tel Aviv, where he successfully opened and repositioned hotels. Jürgen highlights the need for a strong work ethic and cultural adaptability, especially in diverse environments like Qatar, where he served as CEO of Qatar National Hotels, helping shape its future as a leading global hospitality player. Looking to the future, Jürgen discusses the role of technology in hospitality, advocating for its use to enhance guest experiences and streamline operations without compromising human engagement. He champions "invisible technology" that supports employees and guests, ensuring that the personal touch remains at the heart of hospitality. Jürgen's final advice for aspiring hoteliers is to embrace the industry's challenges, develop a passion for people, and remain open to opportunities for growth and innovation. Jürgen Baumhoff - Bio Jürgen is a globally recognised hospitality and tourism leader with a distinguished career spanning over 40 years in senior positions. With extensive experience as a General Manager and Chief Executive Officer across prestigious brands like InterContinental, Emaar Hospitality, and Katara Hospitality, he has successfully overseen major hotel openings, spearheaded multimillion-dollar renovation projects, and led strategic repositioning efforts. His career demonstrates a profound ability to drive operational success, enhance guest experiences, and manage complex hospitality portfolios across diverse regions. #HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice #HospitalityLeaders Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In a recent interview on Five Star Conversations, Barry Robinson, President and Managing Director of International Operations for Travel + Leisure Co., shared his extensive experience in the hospitality industry. Robinson discussed his early introduction to the sector through his family's business and how his career evolved from traditional hotel operations to leading a global vacation ownership company. He emphasised the importance of service, a value instilled in him from a young age, and how it has shaped his approach to hospitality throughout his career. Robinson also recounted his international experiences, particularly in Indonesia and China, where he faced significant cultural and operational challenges. His time in Indonesia during the Suharto period and in China in the early 90s were especially formative, teaching him resilience and patience in the face of adversity. These experiences, combined with his later roles in leading hotel chains and franchise operations across Asia, have provided him with a deep understanding of the dynamic nature of the global hospitality industry. Throughout the interview, Robinson offered valuable advice to those entering the industry, highlighting the need for passion, innovation, and a willingness to step outside one's comfort zone. He underscored the importance of hard work, dedication, and the ability to adapt to new challenges, which have been critical to his success. Robinson also touched on emerging trends such as sustainability and technology, emphasising their growing importance in shaping the future of hospitality. #HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice Bio - Barry Robinson - Current Role: Barry Robinson is the President and Managing Director, International Operations, for Travel + Leisure Co., overseeing the largest timeshare operation outside of North America. - Leadership and Growth: Based in Singapore, he leads the international growth strategy, managing three vacation clubs with over 100,000 members, and has expanded the company’s portfolio to include 88 hotel and vacation club properties worth over US$1 billion. - Accomplishments and Recognition: With 30+ years of hospitality experience, Robinson has been recognised as Asia Pacific Hotelier of the Year in 2022 and inducted into the Hall of Fame at ATHOC. He also holds leadership roles in various industry organisations and is a committed philanthropist. Barry is also: President APRDO (Asia Pacific Resort Development Organisation) Deputy President of ATHOC (Australian Timeshare and Holiday Ownership Council) Board Director, FSHD Global Fellow, Australian Institute of Company Directors School of Hotel Resort & Tourism Management’s Executive Advisory Board, Bond University Member of Young Presidents’ Organisation, Queensland Chapter Long-standing CHA member for over 15 years Barry’s contributions to the accommodation and timeshare industries have been recognised with numerous accolades over his lengthy career: Asia Pacific Hotelier of the Year – 2022 HM Awards Entrepreneur of the Year – 2022 GNEX Perspective Awards Australasian Hotelier of the Year (Highly commended) – 2020 HM Awards Best Industry Leader – 2020 GNEX Perspective Awards Hall of Fame – 2017 ATHOC Awards Hospitality and Tourism Executive of the Year – 2016 CEO Awards Industry Leader Award – 2013 GNEX Perspective Awards Significant Contribution to the Industry Award – 2009 ATHOC Awards Businessman of the Year (Semarang, Indonesia) – 1998 Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In this episode of Five Star Conversations, host Brendon Granger interviews Peter Tudehope, the esteemed General Manager of Radisson Blu Plaza, Sydney. Peter, celebrating over 19 years with the hotel, has also served as the Regional Manager for Radisson Hotel Group, Australia Pacific, overseeing four properties. With a background in prominent roles at Radisson and Four Seasons, Peter's extensive experience and leadership have significantly shaped the hospitality industry in the region. He shares insights from his career journey, highlighting his ability to navigate through various operational challenges and transformations. During the conversation, he recounts a particularly challenging day early in his career, illustrating hotel management's demanding yet rewarding nature. Peter emphasises the importance of maintaining a work-life balance, building trust with hotel owners, and ensuring a consistent and positive guest experience. His analogy of a hotel being like a pizza, where every department is a slice contributing to the overall guest experience, offers a unique perspective on hotel operations. Peter also discusses the evolving landscape of the hospitality industry, especially post-COVID, where technology and staff retention are critical issues. He reflects on the need for the industry to adapt and innovate while maintaining the essence of hospitality. Peter's advice to aspiring hoteliers underscores the importance of perseverance, continuous learning, and managing relationships within the industry. His passion for hospitality and dedication to improving guest experiences make his insights invaluable for current and future hospitality professionals. #HospitalityIndustry#GuestExperience#FutureOfHospitality#InnovationInHospitality#CareerAdvice #HospitalityLeaders Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only) Web: www.Technology4Hotels.com.au

In the latest episode of '5 Star Conversations,' Brendon Granger speaks with Gavin Faull, a prominent figure in the hospitality industry. Gavin's extensive background includes 40 years in hotel management, operations, and corporate development with prestigious groups like the Peninsula Group in Hong Kong, Kingsgate International, and Swiss-Belhotel International. As a Chartered Accountant and a fellow of multiple esteemed accounting institutes, Gavin's expertise extends beyond hospitality into various fields, including agriculture and education. His impressive achievements include founding the International Hotel School in Plymouth, the top hotel school in New Zealand, and contributing to hotel education in Australia, China, and Cambodia. Gavin shares his journey into the hotel industry, which began in 1975 with the Peninsula Group in Hong Kong, where he was the only non-Swiss, non-German member of the executive team. He later joined Kingsgate Corporation and helped establish Swiss-Belhotel International. Gavin's dedication and willingness to work without pay initially led to the company's growth, and today, Swiss-Belhotel boasts around 135 hotels, with plans to expand to 250 by 2025. His sons have joined the family business, reflecting the strong familial bond and commitment to the industry. Throughout the conversation, Gavin emphasises the importance of people in the hospitality industry. He shares insightful anecdotes, including the revelation that the most critical employees at the Peninsula Group were the drivers of the Rolls Royce, who left lasting impressions on guests. Gavin stresses that the personal touch in hospitality is irreplaceable, despite technological advancements. He advocates for a balanced approach, where technology enhances but does not replace human interaction. Gavin's philosophy of always striving for improvement and his belief in the value of continued learning and people skills resonate deeply, offering valuable lessons for both seasoned professionals and newcomers to the industry. #HospitalityIndustry #GuestExperience #FutureOfHospitality #InnovationInHospitality #CareerAdvice Bio - Gavin M. Faull, JP B.C.A., F.C.A. (ANZ), F.C.P.A. (HK), F.C.P.A. (Australia), CFInstD Chairman and President Executive Director Swiss-Belhotel International SUMMARY - Fellow Member of Chartered Accountants Australia and New Zealand (FCA, ANZ) - Fellow of the Hong Kong Institute of Certified Public Accountants (HKICPA) - Fellow Member of Certified Public Accountants Aust (FCPA) - Fellow of Institute of Directors and Certified Director of Institute of Directors. - New Zealand Justice of the Peace (J.P.) - Business graduate from Victoria University, Wellington, NZ (B.C.A.) - 40 years’ experience in hotel management, operations, corporate development with The Peninsula Group, Kingsgate International & Swiss-Belhotel International - Former Chief Executive of Kingsgate International Corporation Limited - Director & investor in several private agricultural, property, management and consulting companies in Aust & NZ - Major shareholder & Managing Director of Faull Farms Limited, 400 hectare, 1,200 cow award winning dairy unit in North Taranaki, NZ - Chairman & President of Swiss-Belhotel International - Venture Taranaki Board trustee for ten years - Descendant of Ngāti Rāhiri hapū, Te Atiawa, Taranaki - Ngāti Rāhiri o Te Atiawa Taranaki Management Committee member - East Taranaki Environment Trust trustee Hotel School - Founded International Hotel School in New Plymouth – top school in NZ - With founders, developed the Blue Mountains Hotel School in Leura, top school in Australia - Developed Hotel School in Canberra - Developed hotel schools in Tianjin & Suzchou, China - Worked with hotel schools in Switzerland - Sponsored & developed charity hotel school in Siem Reap, Cambodia Contact Details [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 www.Technology4Hotels.com.au

In this 5-star conversation with Joost Heymeijer from Toast Hospitality Advisory, we explored his distinguished career and philosophy in the hospitality industry. Joost began his journey at 17, driven by a fascination with the intricacies of hospitality. His career highlights include 12 years with Hilton International, developing from an idea and then managing Emirates Wolgan Valley Resort, and serving as Senior VP of Global In-Flight Catering at Emirates. Joost's approach emphasises the importance of a positive, HR-driven culture and servant leadership, valuing simplicity and the genuine care that defines true hospitality. Joost's passion for hospitality was shaped by his humble upbringing and influential mentors like Paul Borchert, who instilled in him the values of hard work and thoroughness. He recounted a formative experience where Paul, despite his senior role, chose to become the innkeeper of the Airport Hilton in Amsterdam, insisting on high standards and genuine service. Joost also credited Tim Clark of Emirates for inspiring his innovative approach to integrating Middle Eastern and Australian hospitality at Wolgan Valley. These mentors taught Joost the importance of authenticity, dedication, and the power of genuine human connections. Throughout our conversation, Joost stressed the balance between traditional hospitality values and modern technology. He highlighted the role of AI and data analytics in enhancing guest experiences, while cautioning against losing the personal touch that defines the industry. Joost advocated for leaders to be present and engaged, ensuring that technology serves to augment rather than replace human interactions. His advice for those entering the industry is to embrace continuous learning, teamwork, and the desire to make others feel valued, underlining that true hospitality is about genuine service and creating memorable experiences. Bio - Joost Heymeijer - Inn-Keeper Joost is a globally recognised hospitality and tourism leader with a distinguished career spanning over 30 years in senior positions across four continents. His journey began at the age of 17, learning the intricacies of hospitality from the ground up. His extensive career includes 12 years of Food and Beverage Management with Hilton International, catering management with Sodexo, the design and development of Emirates Wolgan Valley Resort & Spa,  SVP Global Inflight Catering at Emirates and CEO at Tattarang’s Z1Z Hospitality. He is a passionate advocate for the hospitality industry, emphasising a positive HR-driven culture and championing the practice of Servant Leadership. His philosophy is encapsulated in the belief that the beauty of intuitive hospitality lies in its execution’s simplicity. Podcast Contact Details: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 Phone 1300 503 657 (Australia only)

In this episode of "Five Star Conversations," Dave Baswal, CEO of Ovolo Hotels, shares his journey and insights into the innovative practices reshaping modern hospitality. Broadcasting from the vibrant ACDC suite at Ovolo Woolloomooloo, Dave discussed his rise to leadership within the Ovolo Group—a collection of boutique hotels that stand out for their commitment to unique guest experiences and heartfelt hospitality. Under Dave's guidance, the group has seen significant expansion and success, particularly in the realms of ethical practices and creative sustainability, showcasing his ability to blend strategic acumen with a passion for eco-friendly initiatives. Throughout the conversation, Dave highlighted his unconventional path into the hospitality industry, reflecting on his initial reluctance and subsequent embrace of the sector that now benefits from his global perspective and innovative leadership style. His narrative is punctuated with personal anecdotes from his early career shifts from finance to hotel management, illustrating a deep-seated commitment to exceeding guest expectations through innovative service. This insightful dialogue not only painted a picture of Dave's visionary leadership but also offered a masterclass in how embracing challenges and fostering team spirit can lead to remarkable outcomes in the hospitality industry. Biography of Dave Baswal Dave Baswal serves as the Chief Executive Officer of the Ovolo Group, where he leads with a focus on innovation and heartfelt hospitality. Under his stewardship, Ovolo has grown into a collection of contemporary hotels in Australia, Hong Kong, and Bali, known for their unique approach to guest experiences. Dave's leadership is marked by a commitment to providing little luxuries and making every guest's stay memorable. With 13 hotels and 15 bars and restaurants under the Ovolo brand, his efforts reflect a dedication to excellence and the art of welcoming. Promoted to CEO in April 2022, Dave's journey with the Ovolo Group spans over seven years, a period during which he has spearheaded strategic partnerships and driven the company's expansion in Australia. His focus on ethical practices and innovation has not only advanced Ovolo's market position but also inspired a broader dialogue on sustainability and creativity in the hospitality industry. Dave's path to success began in India, shaped further by experiences in Dubai and academic pursuits in Australia. Holding a master’s degree in professional accounting and international Tourism and Hospitality from Griffith University, along with a Bachelor's in Hotel Management, Dave brings a global perspective to his work. This background has been instrumental in understanding the diverse needs of modern travellers and in steering Ovolo's approach to hospitality. Before joining Ovolo, Dave acquired a wealth of experience in finance and operations across various sectors, laying a solid foundation for his leadership role. He is also an active member of CPA Australia and serves as a National Board Member for Accommodation Australia, contributing to the industry's growth and evolution. Dave is most proud of the team he leads at Ovolo. Together, they share a vision of not just meeting guests' expectations but exceeding them, fostering a culture of innovation and warmth. Dave's story is one of humble leadership, driving change, and inspiring his team to achieve greatness together.

In "5 Star Conversations," Brendon speaks with Accor's COO for the Pacific, Adrian Williams. Adrian reflects on his start in food and beverage, a pivotal Canadian stint at Banff Springs Hotel, and his rise within Accor. His path shows the hospitality sector's dynamic nature and capacity for personal growth. He credits his parents for steering him towards hospitality, a field that's trained him and many others, providing diverse career paths. Adrian discusses the sector's resilience post-COVID-19, its adaptability, and growth, highlighting new property styles and services. He's excited about hospitality's increasing role in daily life, such as events at Accor Stadium. Technology's impact is also explored, with Adrian viewing it as essential for productivity and improving guest experiences, from mobile check-ins to AI's potential in service and operations. These advancements promise an efficient, guest-centric future for hospitality. Bio for Adrian Williams Starting his hotel career in Canada at the iconic Fairmont Banff Springs Hotel, Adrian has 30 years’ of experience in hotel operations including 25 years with Accor. Adrian has held various Senior Leadership positions within Accor. In 2018, he led the integration of Accor’s acquisition of the Mantra Group, bringing more than 140 hotels and 6,500 team members to the group. As Chief Operating Officer ‐ Pacific, he now head’s Accor’s operations across the Pacific region with almost 400 hotels and ancillary businesses with 21,000 team members in Australia, New Zealand, Fiji and Hawaii. Adrian holds a B.Bus in Catering and Hotel Management and a Masters of Marketing from VU. He is a Board Member of the Australian Accommodation Association and a long-standing board member of the Melbourne Convention Bureau. Contact Details Email: [email protected] LinkedIn: linkedin.com/in/brendongranger www.Technology4Hotels.com.au Phone +61 2 8317 4000 Phone 1300 503 657 (Australia only)

Join us for a compelling conversation with Simon McGrath AM, one of Australia’s most accomplished Hoteliers as he reflects on three decades of experience. From the changing landscape of technology to envisioning the future of hotels, Simon shares invaluable insights for industry professionals and aspiring leaders alike. Discover the key elements that contribute to a successful career in hospitality and gain a deeper understanding of the dynamic evolution in the industry. Don't miss this engaging discussion on leadership, innovation, and the exciting future of hospitality. Simon recounts his initial experiences working in pubs and hotels, starting from menial tasks in a pub at a young age, to his first hotel job in the laundry department at the Boulevard Hotel. Simon discusses his career progression through various roles, including a management traineeship with Southern Pacific Hotel Corporation and significant positions with Rydges Hotels and Resorts and Accor in the Pacific region. Simon and Brendon also delve into the evolution of the hotel industry, emphasizing the critical role of technology in enhancing customer experience and operational efficiency. He sees technology not as a replacement for human interaction but as a complement that enhances service delivery. Simon stresses the importance of adapting to changes in the industry and preparing for future trends, such as the increasing integration of lifestyle elements in hotels and the need for hotels to be agile in their technological advancements. Additionally, he offers advice to those aspiring to join the hotel industry, advocating for a strong educational foundation and the value of travel in enriching one's perspective and skills in hospitality. Simon McGrath - Bio Simon McGrath is one of Australia’s most accomplished Hoteliers over the past 30 years, having helped grow Accor to almost 400 hotels across the region and leading a team of over 18,000 employees. He has been a multi-winner of the Australasian Hotelier of the Year at the HM Awards, has championed industry with local, state and federal governments and also recently served as Vice President of the Accommodation Association of Australia. He has over three decades of experience in the hotel sector and served for 16 years as the head of Accor in the Pacific region following senior leadership roles with Southern Pacific Hotels and Rydges Hotels and Resorts. Simon is also a recipient of the Member of the Order of Australia for his services to the promotion of Australian tourism internationally, an accolade bestowed in the Queen’s Birthday Honours List of 2019. Contact Details for Brendon: Email: [email protected] LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000

In this interview with Michael Johnson, CEO of Accommodation Australia, we take a personal and in-depth look at his remarkable journey in the hotel industry, which spans over four decades in Australia and New Zealand. We talk about his varied experiences, managing a diverse range of hotels, resorts, and tourist attractions. As well as Michael's significant involvement in every aspect of tourism accommodation, from his hands-on leadership in projects like the Park Royal Parramatta's redevelopment and relaunch to his crucial role during the challenging times of the COVID-19 pandemic. Michael's story begins with a serendipitous entry into the hospitality industry at 19 while on holiday in New Zealand. This unexpected start led him down a path filled with diverse experiences and roles – from a kitchen hand to a concierge, eventually climbing up to senior management positions. He highlights the importance of being flexible and eager to learn in the hospitality sector. Through his anecdotes, Michael gives us a glimpse into the early stages of his career and the mentors who played a pivotal role in shaping his professional life. When discussing the future of the hotel industry, Michael's enthusiasm is evident, especially about the emergence of boutique and lifestyle hotels. However, he doesn't shy away from addressing the pressing concerns like industrial relations reforms and the crucial role of migration in the industry's staffing. Drawing from his wealth of experience, especially during times of crisis like COVID-19, Michael underlines the need for the industry to be ever-prepared for unforeseen challenges. His insights paint a comprehensive picture of the hospitality industry, showcasing a blend of adaptability, forward-thinking, and a genuine commitment to nurturing the next generation of talent in the field. Michael Johnson (Bio) Chief Executive Officer The inaugural CEO of Accommodation Australia - National, Michael has more than thirty years of experience at the highest levels of the tourism accommodation sector across Australia and New Zealand.  As head of Tourism Accommodation Australia (TAA National and NSW) since May 2019, Michael spearheaded the sector’s response to COVID, steering it through its darkest days in more than 100 years and representing the accommodation sector in the halls of power in Canberra and Sydney and in the media. A former long-time general manager of four- and five-star hotels, Michael lives and breathes the industry and is committed to providing all members with the highest levels of service and representation.  As CEO of TAA – and interim CEO of the Accommodation Association of Australia since October 2022 (the first person to hold both roles) – Michael has been pivotal in the amalgamation of Australia’s two peak accommodation bodies – a merger he has described as a long-held “dream come true.”  Michael epitomises the resilience of the accommodation sector and whether it’s encouraging the next generation of young hotel workers to build a successful career in hospitality or drawing attention to the needs of the industry at the highest levels, he is an enthusiastic and effective ambassador for the accommodation sector.

An Interview with Patrick Griffiin AOM. Truly an industry legend and a gentleman. Since I first met Patrick 33 years ago, I have admired him and followed his career.   Let me give you a little background on Patrick His distinguished 48 years in hospitality have spanned two continents and five hotel groups. His career started in 1963 as a trainee manager at The Grand Hotel in Eastbourne, a very traditional Victorian-era five-star hotel, where he found his passion for hospitality.   He joined Hilton Hotels in Amsterdam and returned to the luxury group of De Vere Hotels UK. At the age of 27 he became one of the youngest hotel GM's in Britain. In 1988 he relocated to Melbourne, Australia to set up the highly awarded Hotel Como. Which is where I first met Patrick 33 years ago (Ouch that makes me feel old) In 1992 he joined Orient-Express Hotels to develop and open the first of the company’s ventures into Australasia, The Observatory Hotel in Sydney, moulding the hotel into a truly iconic Australian legend. In 2009, whilst National Accommodation President of the Australian Hotels Association, he was awarded an Order of Australia (OAM) in The Queen’s Birthday Honours List for ‘Services to Hotels and the Tourism Industry’. Patrick retired from his role as Regional Managing Director of the famed Orient-Express Hotels, Trains & Cruises in 2011 after 19 years. During his time with the company he oversaw both The Observatory Hotel in Sydney (now The Langham) and, until the sale in January 2010, Lilianfels Blue Mountains Resort. Patrick is one of the longest-standing five-star hotel GMs in Australia. On top of his OAM Patrick has been widely recognised for his contribution to the industry  2004 Recognised by the Tourism and Transport Forum with the ‘Quintessential Hotelier Award for 40 Years of Achievement’ 2004 Awarded the ‘Platinum Award’ by Tourism Training Australia ‘in recognition of outstanding services, support and personal contributions to TTA’ 2009 Inaugural inductee into The Industries Hall of Fame 2010 Inducted into the AHA’s Johnnie Walker Hall of Fame Most recently in 2021, he received the Ashley Spencer Service to the Industry Award Patrick is married with three sons.  These days Patrick is an Author 'The Grand Life' (www.patrickgriffin.info), an After Dinner Speaker and a Consultant on Luxury Service Standards.

In the interview, we talk about Simon's early career in hospitality which happened to start by accident. We also talked about his unknown talents, soccer and guitar. Of course, we also talk about technology. Simon appreciates and embraces technology in the hospitality industry, despite not being a technology expert. He studied IT programming in the past and recognizes the importance of technology for enhancing productivity and adding value to the business. He believes that technology, like chat GPT, can enhance the guest experience and help hotels overcome labor challenges, which have become more pronounced after the COVID-19 pandemic. Simon encourages a positive perspective on technology's role in the industry and emphasizes the need to adapt and leverage it to stay competitive and provide better service. Simon Wan is a successful hotelier who has had a long and distinguished career. He is an inspiration to many people in the industry including myself, and his stories are a reminder of the importance of hard work, dedication, and a good sense of humour. Simon's Bio as at May 2023 Simon Wan is the President and Director of StayWell Holdings, a wholly owned subsidiary of Prince Hotels & Resorts., the largest Hotel owner and operator in Japan. Simon is spearheading Prince and StayWell overseas hotel developments and operations. Simon has over 35 years of experience working for leading international hospitality groups around the world. Prior to StayWell, Simon was the CEO and Managing Director of THL – an ASX-listed hotel company with 530 hotels worldwide. Prior roles include the Managing Director of the Park Plaza Hotel Group for Asia Pacific and Accor’s CEO for North Asia, based in Beijing, overseeing a hotel portfolio of 68 hotels in the region. Disclosure Simon was my very first boss in hotels. The year was 1986 and it was the Parkroyal on St Kilda Road. He was the Executive Assistant Manager and I was a trainee on a full-year internship with my Hotel Management Degree at Victoria University.  I remember vividly one thing that Simon instilled in me in my early career. You need to have initiative. I've always remembered that.

Join us for a captivating conversation with Tish Nyar, a seasoned hospitality professional, as he shares his perspectives on the industry's core values, effective leadership, the delicate balance of technology, and preparing for an evolving future. Delve into his discussions on the importance of genuine guest interactions, the impact of inspirational leaders, the integration of technology without compromising human touch, and navigating challenges in a dynamic landscape. Discover Tish's insights on AI's role in call centers, the resilience required for unforeseen crises, and the delicate equilibrium between pent-up travel demand and sustainable tourism practices. Tish's Bio as of March 2023 Tish has a wide range of expertise gained over 30 years in the hotel industry. He has a proven track record in operations and overall asset management. His overall industry experience can also be seen in his work with the NSW Tourism Accommodation Australia Board and National Accommodation Division Board & More recently with the AAOA NSW Advisory Committee, his Strategic Management Certification from Macquarie University Graduate School of Management, Advanced Diploma of Hotel Manager from the Blue Mountains International Hotel School and his presence on the TAA – AHA National and NSW Board. Last year Tish also received a leadership award from the B.M.I.H.M.S alumni.  Tish has recently been promoted to Senior Director of Operations ANZ with TFE Hotels where he has been for the last 6 years. He currently manages a team of three Regional General Managers and 51 hotels across TFE Hotels’ Australia and New Zealand network.

In this insightful conversation, Scott Boyes, an industry leader, discusses the evolving landscape of hospitality and the importance of fostering quality teams, hotel experiences, and guest appreciation. Amidst economic uncertainties and ongoing challenges, Scott highlights the resilience and adaptability of the industry. Looking ahead, he envisions a future where technology plays a supporting role, allowing hotel teams to enhance face-to-face interactions and provide exceptional experiences. Join us for an engaging discussion on the potential changes in the next three, five, and ten years, and how the hotel industry can position itself as a valuable asset class alongside commercial and residential spaces. Discover the enduring human touch that differentiates the hospitality industry and drives its success.

Today I have the pleasure of talking with Mark Hodge. Mark has had an extraordinary career in the hospitality and tourism sector which spans more than 30 years. At the time of the interview, Mark was with The Star Entertainment Group as the General Manager of Hotels & Residences, Gold Coast. In this role, Mark oversaw The Star Gold Coast’s existing hotels – The Star Grand and The Darling, as well as the newly established The Star Residences*   Prior to that, Mark was with the Mantra Group for just over 12 years as Group General Manager, Mantra Resorts, Hotels & Apartments. With the sale of Mantra Group to Accor in 2018, Mark became the Senior Vice President of Operations, at Accor. A role encompassed full operational responsibility across all four brands of Art Series, Peppers, Mantra & BreakFree under the Accor Hotels Apartments & Leases banner across 140 properties that spanned Australia, New Zealand, Indonesia & Hawaii. Mark was also part of Accors' Pacific Executive Committee.  Mark has held and holds a number of board positions within the industry including past Director of the National Board of Accommodation Association of Australia (AAoA) Regional Chairman for the Hotel, Motel and Accommodation Association (the predecessor of AAoA) and past Director/Board member for Destination Gold Coast. Most recently Mark has been appointed as a Chairman of the Accommodation Association, QLD State Advisory Board. Mark was also the 2022 HM Australian General Manager of the Year. As of May 2023, Mark finished with the Star Entertainment Group and here is a note from him which was published on LinkedIn. After 2 exciting years with The Star Entertainment Group on the Gold Coast, my time with the organisation has drawn to a close.I am so grateful and appreciative for the opportunity and for the incredible team that I worked alongside. Together we achieved so much of which we all should be so proud including as part of the $2.1B masterplan the delivery & opening of Tower 1, the launch of the Dorsett Hotel and personally spearheading the establishment & creation of The Star Residences strata business model across the group ... Alongside these achievements, I'm also so proud of how we developed a new Hotel executive leadership team across the Darling and The Star Grand Hotels that allowed us to establish a culture where we focused on "what matters most".As a result, we exceeded many of our KPI targets breaking multiple records on the island including our focus towards guest sentiment, attention to detail and fiscal margins. Personally, as I leave I am richer for the overall experience and the new relationships & friendships that have been formed over my time and the positive legacy I leave behind.