For a long time, it has been a tradition for Hotel Today to celebrate rising stars of Victoria’s accommodation sector, by honouring exceptional individuals who set the stage for its bright future. In this special feature, we have the privilege of getting to know two remarkable talents, recently rewarded for their outstanding contributions to the hospitality sector at the Victorian Accommodation Awards for Excellence event.
Meet Oliver Lucas, Hotel Industry Rising Star Award Recipient, and Sarah Hegarty, Sales and Marketing Employee of the Year. Dougal Hollis, General Manager of AA (Vic), caught up with Oliver and Sarah recently, gaining insights into what makes them shine in the competitive world of hospitality.
Pictured above: Sarah Hegarty – Senior Business Development Manager, Pan Pacific Hotel Group
What does winning this Award mean to you, a fantastic achievement in a highly competitive Award category?
It means a lot! You couldn’t take the smile off my face for days. It came as such a surprise, recognising how competitive the category was and knowing some of the other finalists. For me, this is my very first accolade at this level and I am so proud and honoured to be the successful recipient of this award. I am so thankful to Pan Pacific Hotels Group and my colleagues for the nomination and recognition. Their support, guidance, and efforts made this all possible.
What do you think made you ‘stand out’ from other nominees?
I think a lot of it had to do with who I am as a person, not only as a Sales Manager. The passion I have for building long-lasting relationships with clients and generating a positive work culture for my wider team is something I really take pride in. I also believe it’s the personal touches that differentiate Sales Managers. During COVID, although there was not much need for ‘business calls’ as such, I still made an effort to keep in touch with clients and I think they appreciated the interaction and conversation. I also enjoy receiving notes from my clients, thanking me for handwritten cards. I take pride in learning little personal facts about them and celebrating key moments of their lives. It’s something they wouldn’t expect and makes their stay more personable, and for many, makes them feel more at home.
You’ve enjoyed a successful transition from food and beverage operations, through event coordination to, now, senior business development roles. What aspects of your current role challenge and excite you?
I’ve been fortunate to experience many departments and varying roles across multiple hotels and within Pan Pacific Hotels Group. These experiences have certainly helped me become the Sales Manager I am today. For my current role, one of the challenges I face, is how to stand out in a highly competitive hotel market, like Melbourne. What can I personally do to encourage a client to work with me? What I find most fulfilling and exciting is that each day, I get to wear many hats – I can be a problem solver, negotiator, researcher, trainer, leader and a planner. Every day is different with its own unique challenges.
You’ve spent nearly 12 years with the PPHG. Clearly you love the brand! What is it about working for PPHG that is so rewarding for you?
It’s a funny story how 12 years has come about. This happened more out of good fortune, I guess. I started my career in hospitality with IHG in Parramatta, prior to the hotel re-branding as PARKROYAL Parramatta. During my time there, I had an opportunity to transfer and move to Melbourne, working at PARKROYAL Melbourne Airport. At this time, I was new to Victoria and my next goal was to work in a city hotel. I took the opportunity to work at Hilton Melbourne South Wharf, but 18 months later, Pan Pacific Hotels Group bought the hotel and was re-branded to Pan Pacific Melbourne. I guess the way I achieved 12 years with Pan Pacific Hotels Group is a prime example of why I enjoy working for this company. The opportunities for growth and development within Pan Pacific Hotels Group have been so rewarding and continue to be. In 2021, (between lockdowns) I was also fortunate to be part of the pre-opening team for PARKROYAL Monash Melbourne.
There is this real sense of family when you work with Pan Pacific Hotels Group and they take pride in investing in your development and success. I am, and have been, very fortunate to work with some pretty amazing people, it’s these individuals who have made my time with Pan Pacific Hotels Group rewarding and meaningful.
What advice would you give to someone interested in developing their career in business development and/or relationship management roles?
- Be proactive, engaging and persistent. Celebrate your small victories, but be in it for the long-game.
- Be outgoing, be ready to work with varying stakeholders and different personalities.
- Finally, be yourself! Something I always remember is “People want to work with people, not companies”.
Where do you see yourself in five- or ten-years’ time?
The next goal for me is to become a Director of Sales. Whether that be in an existing or new hotel opening. The prospect to be a part of a pre-opening again is very exciting. I would enjoy building a department from the ground up and leading a successful team. But honestly, over the last few years, I have come to realise that you have to take advantage of every opportunity that comes past, as you never know where it may lead you. I am here now, because of that philosophy. I said yes to an opportunity that I never previously considered, and I am forever grateful for the support and guidance I received along the way.
Pictured above: Oliver Lucas –Business Development Manager at Crowne Plaza Melbourne
2023 Hotel Industry Rising Star Award Recipient
What does winning this Award mean to you, a fantastic achievement in a highly competitive, merging leaders’ Award category?
I was appreciative just to be nominated and that our management team at Crowne Plaza Melbourne recognised my commitment. It was a surreal experience to hear my name called out when the Hotel Industry Rising Star award was announced in a room full of industry heavyweights, leaders, colleagues, and friends. Being the recipient of this prestigious award is truly an honour, as I appreciate the significance it holds, due to being up against other very talented individuals. The win reaffirms my passion for the industry and will be a highlight of my career for many years to come.
How were you encouraged to enter this Award category and what do you think made you stand out from other nominees?
The Victorian Accommodation Awards for Excellence are a prestigious recognition for any hotelier in their careers and I am very grateful to Crowne Plaza Melbourne for giving me this opportunity. I believe I stood out due to the diverse hotel experience that I have had so far, over a relatively short time, and due to my passion and commitment to the industry. Hotel management has been a dream of mine since I was young and I have a deeply rooted passion for my job, and that devotion comes through in my work and actions.
You’ve worked across multiple hotel departments in roles you have been employed in. What aspects of your current role challenge and excite you?
Within my hotel journey so far, I have experienced working as a F&B Attendant, C&E Attendant, Porter, Guest Service Agent and Duty Manager. These roles moulded me into the hotelier I am today, giving me the confidence to tackle uncomfortable situations, problem solve and work in a team. When jumping into my current role as BDM, I was forced to take a step outside of my comfort zone and change my perspective of hotels from being reactive to proactive. Although the mindset change was an adjustment, the experience and role have been amazing. The opportunity to meet new people, face new challenges, and get my teeth into some really interesting work has been nothing short of unreal.
You’ve already had exposure to working with three significant hotel brands. What is it about working for IHG that is so rewarding for you?
Being a part of an ever-expanding global hotel chain such as IHG is super exciting, with new hotels opening so often such as Hotel Indigo Melbourne or Holiday Inn & Suites Geelong the opportunities are endless. The best part about working with IHG though are the amazing people organisational wide, with dynamic leaders such as Leanne Harwood whose commitment to the industry is unparalleled. It makes you proud to be working in an organisation like IHG. The many hotels with employee discounts aren’t bad either!
What advice would you give to someone interested in developing their career in business development and/or relationship management roles?
The greatest advice I can give to anyone considering joining a commercial or business development role is to take the leap. While it can be daunting to step outside your comfort zone, embrace the opportunity to learn something different. When you enter the role, remember to be yourself and never take yourself too seriously. People want to meet the real you and deal with a genuine individual, relax and be yourself. It doesn’t matter who you are talking to, at the end of the day it’s just two people talking… have fun with it!
Where do you see yourself in five- or ten-years’ time?
The best thing about this industry is that it can take me anywhere. Within the next five to ten years, I would love to be running my own hotel as a General Manager. I have been privileged to work with some incredible General Managers who inspire me. If I could mentor and develop others in the industry, I would be profoundly thrilled. I’d love to be able to explore opportunities as they arise and work internationally. This is just the beginning and I’m excited to develop my hotel career, wherever it takes me.
As they continue their promising careers, Oliver and Sarah leave us with the reminder that our industry is a world of boundless possibilities, where passion and dedication are the keys to unlocking a future filled with success and fulfillment. They are shining stars in an industry that thrives on excellence, and their stories exemplify the ethos of their respective organisations, Crowne Plaza Melbourne and Pan Pacific Hotel Group, which foster a sense of family and invest in the growth and development of their talents.