Podcast Episode Details

5 Star Conversations with Anthony Metcalfe - Leading with Heart

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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: Published on 5 months ago