5 Star Conversations

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 #HospitalityLeaders

www.Technology4Hotels.com.au

Email: [email protected]

LinkedIn: linkedin.com/in/brendongranger

Phone +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: linkedin.com/in/brendongranger

Phone: +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 #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 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 #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 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: linkedin.com/in/brendongranger

Phone: +61 2 8317 4000

Phone: 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 #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 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: linkedin.com/in/brendongranger

Phone: +61 2 8317 4000

Phone: 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 #TourismAsia

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, 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 Bio

Anthony 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 #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

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 Goodwin

James 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 #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