5 Star Conversations

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: ⁠Brendon@Technology4hotels.com.au⁠ 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, 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: Brendon@Technology4hotels.com.auLinkedIn: 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: Brendon@Technology4hotels.com.au 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: Brendon@Technology4hotels.com.au 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: Brendon@Technology4hotels.com.au 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 Brendon@Technology4hotels.com.au LinkedIn: linkedin.com/in/brendongranger Phone +61 2 8317 4000 www.Technology4Hotels.com.au

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.