We chatted with Tricia MacLennan, Operations Manager of Castello’s Group, to reflect on her hospitality journey. Tricia has worked in a variety of roles and leads her team by example, with a strong drive to always continuously improve. She talks about the opportunities she has utilised to build her confidence and grow her network.
Can you take us back to the early days of your hospitality career, what drew you to the industry, and what have been some of the key moments that have shaped your journey?
Originally I thought I wanted to get into the 5 star accommodation side of hotel management. I had seen Pretty Woman and was really keen to be the Hotel Manager from the movie. I realise it sounds strange, but I wanted to help customers, fix problems, and make sure they had a great experience (maybe not exactly like the Pretty Woman experience though).
I studied Hospitality at William Angliss straight out of school and at the same time started my first job in the pub ten minutes down the road. I worked in the bistro and put my hand up for anything I could, washing dishes, playing the clown at the kids parties and even Santa one year. I loved the work, the people, the pressure of a busy service and mostly the feeling of a service done well. 12 months in and Venue Management offered me a chance to step up and I jumped at it and haven’t looked back.
You’ve grown into a senior operations role, when did you first start to feel confident in your own voice and abilities, and what helped you get there?
After years of being a Venue Manager it was challenging to step into an Operations role. I have had some great wins that have made me feel so strong and confident, but I have also had some losses that do put that ‘little voice’ of self-doubt I’m sure we have all heard whispering in the back of our heads at times. It’s amazing for others to help support you, but you need be strong and believe in yourself first. I have realised over time that I can’t let the ‘little voice’ lead the way, and I need to back myself and have confidence in myself.
Was there a particular person, experience or challenge that made you realise, “I’m actually capable of more than I thought”?
I have and am still crossing paths with many people whose guidance and experiences have left a lasting impression on me and helped shape the way I now approach my work. I believe I have taken pieces from all of these people, and also my experiences to develop my style and determine who I am in my role. I don’t think I have one particular light bulb moment where I knew I was capable….I would say it’s more over time and each experience I manage or deal with reinforces that I am capable of handling what comes my way.
What has working in hotel operations taught you about yourself, particularly about handling pressure, making decisions and leading others?
Moving from Venue Management to Operations felt like a big step. It was very different going from Managing a Venue team of my own, to overseeing the Leaders of other teams. I needed to be better at supporting and developing the team rather than trying to do everything for them. Pressure is part of leadership and can come in different forms (and can be part everyday life in this industry). You need to trust your experience and judgment, and ensure you take ownership of each situation no matter what direction it ends in. You need to be willing to own the highs and the lows to be a leader.
Looking back, what do you know now about confidence and career progression that you wish you had known when you were starting out?
I think it was that you need to make sure your managers know what you want and where you want to go. People can’t read minds, and even if you think they might be aware, make sure of it. If nothing progresses, don’t be afraid to make a change. Years ago I made a decision (trust me I was nervous about taking the leap) that I wasn’t willing to wait any more to progress, so I jumped and that has brought me to this position and where I am now.
What advice would you give to younger women in hospitality who may be talented and ambitious but aren’t always confident enough to put themselves forward?
Find your people to help support you! I have developed a strong network around me of women in the industry and I am apart of two networking groups. Beyond the Ladies Lounge, a networking group that started over eight years ago and opened the door for me to many strong and supportive women in this industry. Last year I joined as a member of Global Gaming Women (GGW) and it has been a year of firsts for me. I received a scholarship for a two-day Leadership Conference with GGW earlier in the year, I am part of a monthly Lean in Circle with six other women in Australia and New Zealand. I attended my first Australasian Gaming Expo and assisted on the GGW stand at the expo which I have never done before. If I had been asked to write this profile last year it would have been “no way can’t I do this!” All of these experiences and the people I have meet through them have the given me the confidence to be involved with this profile.