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- 2 weeks ago29 min
5 Star Conversations with Olivier Berrivin | Hotel Technology & Human Hospitality
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone +61 2 8317 4000Phone 1300 503 657 (Australia only)
- Apr 6, 202651 min
5 Star Conversations with Julian Clark | Leading Lancemore Through Crisis, Growth & the Future
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone +61 2 8317 4000Phone 1300 503 657 (Australia only)
- Feb 27, 202653 min
5 Star Conversation with Dominic Egger on Leadership, AI & Sustainability
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au#hospitalityindustry #guestexperience #futureofhospitality #innovationinhospitality #careeradvice #hospitalityleadership
- Feb 2, 202622 min
5 Star Conversations: Another 2025 Best Of - Advice That Shaped Today's Leaders
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone +61 2 8317 4000 Phone 1300 503 657 (Australia only)
- Jan 5, 202621 min
5 Star Conversations: 2025 Best Of - What Today’s Leaders Tell the Next Generation
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone +61 2 8317 4000 Phone 1300 503 657 (Australia only)
- Dec 1, 202538 min
5 Star Conversations with Marcus Hanna - From Banquet Waiter to Chief Operating Officer
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au
- Nov 3, 202550 min
5 Star Conversations with Zoran Pejović - From Seafarer Roots to Luxury Resorts
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: 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
- Oct 7, 202535 min
5 Star Conversations with Wayne Taranto - Leading Ovolo’s Growth with Passion and Innovation
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: Brendon@Technology4hotels.com.auLinkedIn: linkedin.com/in/brendongrangerPhone: +61 2 8317 4000Phone: 1300 503 657 (Australia only)Web: www.Technology4Hotels.com.au
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About 5 Star Conversations
Welcome to 5 Star Conversations, where we uncover the career journeys and insights of the hotel industry’s most influential leaders. I’m your host, Brendon Granger. As an entrepreneur, hospitality technology ambassador, champion for charitable causes, mentor and speaker, I’m passionate about the industry and its people. Together, we’ll uncover the stories behind their careers, the pivotal moments that shaped them, and the valuable lessons they’ve learned along the way. Whether you’re looking for inspiration or practical advice to elevate your hospitality career, you’ve come to the right place.
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