5 Star Conversations with Marcus Hanna - From Banquet Waiter to Chief Operating Officer
About this episode
Marcus Hanna shares his journey from banquet waiter to COO, emphasizing the importance of teamwork, technology, and genuine hospitality.
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…
People in this episode
Host: Brendon Granger
Guest: Marcus Hanna
Topics covered
- career journey
- hospitality management
- technology in hotels
- leadership advice
- sustainability practices
- customer service
Keywords
- hospitality
- leadership
- technology
- sustainability
- customer service
- career development
- hotel management
Mentioned in this episode
Organizations: La Vie Hotels & Resorts, Four Seasons, Fairmont Singapore, Swissôtel The Stamford, NABERS
Places: Sydney
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