On business

You started out as a barman in a pub before moving into leadership roles in advocacy, media and eventually back to the hospitality industry. How has that hands-on experience shaped your approach to leading the QHA, and what lessons from those early days still influence your decisions today?

Firstly, it was a very long time ago, so although I would like to think otherwise, my skills with a cocktail shaker are a bit rusty! What has stuck with me though, is the absolute need for teamwork for any hospitality venture to run smoothly. The other lesson is to ensure guests never see the “mistakes” that inevitably happen. Businesses need flexibility to adapt and overcome any challenges.  Whether it is running out of ice, machinery breakdowns, medical emergencies or any other issue, guests and patrons must see a united and calm response from the team.

With international and domestic tourism breaking records in visitor spend and nights, how is the QHA supporting local visitor economy businesses and partners to capitalise on this unprecedented growth?

Fortunately, the QHA has been supporting the hospitality and tourism industry for 140 years, so lots of initiatives are in our DNA. In good times, it is about getting the skills and training right so that when times are tough, or businesses are under duress, they have the mechanisms to cope. QHA is actively training as many staff as possible to enter the industry, through partnerships with State Government, to bring people to, or back to, hospitality. This is vitally important. We can build as many new hotels and attractions as we like but, without quality staff, they will remain substandard.

We also serve as a connector for new ideas, services and systems that improve productivity for members, or assist them to refresh their offering. Through partnerships with our suppliers, QHA hosts regular innovation workshops and tours to showcase this in real life. Essentially, we act as a conduit to assist members in staying current with market trends.

The rise of 'bleisure' travel is a growing trend in Brisbane’s tourism and hospitality scene. What’s driving corporate visitor rates in Brisbane now and what future opportunities do you see being unlocked for the city?

‘Bleisure’ has always been around, particularly in Queensland, however it has definitely come into vogue – now it has a name! Corporate visitor rates have been a focus of QHA since the pandemic recovery was planned. These visitors are vitally important to the economy for Brisbane.

Brisbane has given people a reason to stay a little longer. Strong event calendars over the past couple of years, and precincts like South Brisbane/West End, Fortitude Valley, Queens Wharf, Powerhouse, Southbank/Fish Lane/QPAC/QAGOMA and Howard Smith Wharves have all encouraged people to dwell longer in our city. Simply put, we finally gave people a reason to stay and told them about it!

Brisbane’s global reputation is gaining momentum as the city gears up to host the Brisbane 2032  Olympic and Paralympic Games. How does the Queensland hotel industry plan to prepare for and leverage this opportunity?

The 2032 Games are one of the single most important catalysts for Queensland, not just Brisbane. Firstly, we are ensuring our members are aware of, not just the 2032 opportunity, but of the lead up years. These years will see delegations from other countries and sports wanting to do multiple visits to Brisbane.

Secondly, there is an upskilling opportunity, when it comes to accessibility for athletes and supporters, as they traverse Brisbane venues to compete and celebrate. We are also advocating for license extensions to cater for guests from right around the globe, remembering that many other cultures eat later at night, or are used to celebrating into the early morning, any day of the week.

With many lead-up events coming to Brisbane in the next seven years, we need to practice, practice, practice!

With rapid changes in consumer expectations, do you see the hotel guest experience evolving over the next decade? Are there any trends or innovations in design, technology, sustainability and accessibility that you anticipate becoming mainstream in Brisbane’s hotel offerings?

Thankfully, I think that Brisbane’s hotel guest experience is currently evolving at a rapid rate. With entrants into our market like The Calile Hotel, The Westin, Hotel X, Ovolo, Emporium or W Hotel, plus many more, we have seen extraordinary change in the market.

I suspect we will see a “filling out” of our market, with smaller boutique offerings that operate hotels that are remotely managed, for the business traveller, but serve the tourist customers as well. As we fully realise the potential for the event market here in Brisbane, there will be more opportunity at all levels of the market.

One trend I cannot see levelling off is roof top pools and bars. We have the climate for it, and they are truly incredible experiences when done well. Our food scene is also getting deeper, with all levels of restaurants evolving. Late night eats, fine dining, relaxed all day fare and more options will evolve if they can find economic ways to operate.

Technology for guests utilising their phones and other devices will become ubiquitous. Think remote check-ins, top class dining delivered with transfers and favourite rooms locked in. However, what will set us apart is quality, personalised service from real people in the Brisbane hotel sector. It can’t be copied nor recreated anywhere else.

What do you hope to achieve with your involvement in the Better Brisbane Alliance (BBA)?

The BBA has been terrific as an incubator of ideas into action. The group is not a talkfest, which has resulted in some great initiatives, like MoreTix. QHA was very keen to be a part of the growth of Brisbane, and the BBA made sure there was a committed group to actually implement the “good ideas” without fear of failure.

To have a group of city leaders focussed on broad goals for Brisbane, rather than singular corporate objectives, is quite unusual – and lifts my spirits every time we meet.

On a personal note

What’s the best business/professional advice you were ever given?

Too many to mention them all. I have had some wonderful advice given to me over the years by so many brilliant co-workers, mentors and bosses. My favourite though is probably “Don’t wrestle with pigs, you both get dirty, and the pig likes it”. Stick to high standards and don’t get dragged down.

Best business book?

Tend not to read too many “business books” after reading so many during studying. I like podcasts for quick info or “Harvard Business Review” and “The Economist” give me plenty to think about.

Favourite lifestyle precinct in Brisbane?

I’m a fan of Fish Lane, Howard Smith Wharves and the “Valley.”

Favourite Brisbane bar or restaurant?

Favourite restaurant is Stanley at Howard Smith Wharves (although The Star has some wonderful offerings) and Superbowl in the Valley. I can’t name a bar! Too many QHA members. How about the bar at premiership winning Brothers Rugby Club on a winter Saturday afternoon!