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.au
LinkedIn: linkedin.com/in/brendongranger
Phone: +61 2 8317 4000 Phone: 1300 503 657 (Australia only)
Web: www.Technology4Hotels.com.au