10 minute read
Lisa Matthews Tribute
by Boylen
The following is an edited version of the speech announcing the induction of Lisa Matthews into the Women In Hotels Hall of Fame.
Daughter of the late Tony Matthews and proud mother, Colleen, Lisa holds the role of an older sister to her brother, Scott, and the late Ward Matthews. As a third-generation member of the Matthews family, she carries a remarkable legacy within the hotel industry, one that traces its origins back to 1942 when her grandfather, Seymour Matthews, and his wife, Dossie, leased the Bayview Hotel in Whyalla.
The Matthews family has left an indelible mark on this industry, having owned or operated over 36 leases or freeholds for more than 80 years. Lisa's journey in the world of hotels began at a mere six weeks old when she took up residence in her first hotel. This was during her parents' tenure managing the Tasman Hotel in Port Lincoln. The spirited atmosphere of hotel life played its part in her early development, as she took her first steps at just nine months old, often with the support and amusement of patrons and staff.
The Tasman Hotel was a foundational experience in the world of pub life, where Lisa, even as a toddler, entertained patrons with her charm, enjoying her raspberry drinks at the bar. Many wondered if it was a suitable environment for a young child, but Lisa's natural ease in the setting soon dispelled any doubts.
When Tony and Colleen took over the Eyre Hotel in Whyalla, Lisa seamlessly transitioned into her new surroundings and being the inquisitive type, she occasionally created some issues for the accommodation guests. On one day, she went to all the rooms and gathered up the toothbrushes of every traveller staying at the hotel, which created a few problems for mum when she had to politely ask the guests on return whether they would like a new toothbrush for the evening.
As the only granddaughter to Seymour & Dossie, she was very close to them and adored her time with them as they doted upon her. Seymour was renowned for his flamboyance and charm, spotted driving the streets of Adelaide in his Rolls Royce with the cigar in hand.
Lisa attended Loreto Convent school in Marryatville and it was in these years that her personal values took root, never seeking to be the centre of attention or overtly flashy. She would not allow her grandfather to pick her up from school in his flashy Rolls Royce, insisting their success remain low profile, and that Seymour park around the corner!
After completing her schooling, Lisa spent five years in professional horse training, competition work and instructing at Templewood Riding School. She even managed a short stint in Canberra working for a Quarter horse enterprise and training horses for diplomats’ wives. Following a stint overseas, her passion for understanding people and what motivates them led her to pursue a Bachelor of Arts degree with a major in Psychology.
After obtaining her degree, Lisa joined the family business, focusing on the people and culture aspects of the business. In this role, Lisa also developed policies and procedures for the business, formalizing employee recruitment and managing all matters related to employment contracts, training, industrial relations, human resources, and employment relations. She actively participated in the AHA industrial relations subcommittee and the AHA Women in Hotels committee. She also served on the board of Tennis SA.
One often overlooked aspect of Lisa's role in the business was keeping her father, Tony, in check. With his uncompromising style, she often served as a buffer between him and the demands of staff and family, providing a stabilizing influence throughout the trials and tribulations of life.
However, it was a significant turning point in 2001 when her father faced a major health event, thrusting Lisa into assuming various key responsibilities for the pub group. With no formal succession plan in the business, she took on tasks involving finances, insurance, contract negotiations, and any areas where her father needed representation, or had previously managed.
At the age of 29, Lisa married Graham, a dashing young lawyer, and they have now spent more than 30 years together as husband and wife. Together, they raised their two sons, Max and Tom, who are now 29 and 27, respectively.
Throughout her many years in the business, Lisa served as the glue that held the Matthews Hospitality Group together including the various stakeholders; staff, unions, suppliers, and family members. Her unwavering commitment to her family's legacy was evident when she oversaw the governance restructure of the Matthews Hospitality Group in 2017. She played a pivotal role in appointing an independent board and management to work alongside the family, ensuring the organisation's continuity for future generations.
In September 2020, this dedication to her family's legacy led to another restructure, culminating in Lisa, her brothers Scott and Ward, assuming full ownership of the Matthews Hospitality Group following the passing of their father, Tony, some 18 months earlier. This transition marked a significant moment for the group, securing its legacy while showcasing Lisa's immense courage and determination.
Lisa epitomizes elegance, grace, and poise. She represents her family with dignity and humility, and her values remain uncompromised in all situations. She consistently steps up when others step back.
Overseeing the creative enhancements of the Maylands Hotels and Feathers Hotel in recent years, Lisa has built a strong network of friends and associates, fostering productive and successful collaborations. She has also been an incredible source of support for her mother Colleen and her stepmother Trudi, and the family through the passing of her father, brother Ward, and stepfather Syd in recent years.
With over 50 years of experience in the hotel industry, Lisa has witnessed it from every angle and is an immensely deserving inductee into the Women In Hotels Hall of Fame.
WOMEN IN HOTELS HALL OF FAME : LISA MATTHEWS
Women In Hotels Hall Of Fame inductee, Lisa Matthews, has spent a lifetime in hotels, with many fond memories.
At the age of six, she was given the responsibility of polishing and refilling sugar jars at the Feathers Hotel, until her mother noticed she was eating as much sugar as she was pouring. Her responsibility was shifted to filling the salt and pepper shakers.
Lisa’s grandparents, Seymour and Dossie Matthews, started the Matthews Hospitality Group in Whyalla in the early 1940s and pubs have remained in the family’s ‘DNA’ ever since.
The group remains 100% family owned by Lisa and her brother Scott, with nine hotels across South Australia. In metro Adelaide, there’s the Feathers, Maylands, Sussex, and Salisbury. In Mount Gambier, the South Eastern, Park, and Gambier. In Clare, the Bentleys, and in Whyalla, where it all began, they own the Hotel Eyre.
“When I was younger, we lived in the hotels my parents were managing,” said Lisa. “I remember getting my head stuck in the banister of the Eyre Hotel staircase and creating quite a stir with the staff and the locals.”
As well as refilling the salt and pepper shakers, as Lisa grew up she held several jobs at her family’s hotels.
“Over the years while I was studying, I did odd jobs such as the morning vacuuming and the dining room set up,” she said. “It was quite lucrative, as when you’d vacuum around the bars, there was always some loose change dropped by the customers from the night before”.
“My other early roles included doing the stock counting on Monday mornings, waitressing, dining room hosting, office banking and admin.”
When asked about advice to her younger self, Lisa replied: “Be clear on what your values are and don’t compromise on them. Seek out people who have values that are aligned with yours and don’t be afraid to ask for help. Spend more time listening and less time talking.”
After Lisa completed her psychology degree, she officially started work in the head office of the family business in the mid 90’s and was responsible for human resources and industrial relations.
The job wasn’t without its challenges. In 2001, her father Tony was diagnosed with late-stage bowel cancer that required him to step down immediately. He needed surgery and chemotherapy, which would ultimately keep him away from the business for about six months.
“He didn’t say anything until the day before he went into hospital,” said Lisa. “It was very sudden, and we didn’t have a succession plan in place to cope with that type of situation”.
“I found myself sitting behind my father’s desk, trying to work out everything that needed to be done. As it turned out, at the top of his list were the insurance renewals and the new contestable electricity contract negotiations for the hotels we had. I remember feeling extraordinarily overwhelmed but I was able to slowly read the documents and work out what had to be done”.
I love that our industry is based primarily on real emotional connection between people.
“With the assistance of some wonderful, supportive people in the industry, including my husband who was a solicitor and insurance broker, I was able to work my way through it all successfully. When my father eventually returned, he left me in charge of the jobs I had been doing.”
Lisa’s passion for psychology has remained and is one of the reasons she is so passionate about hotels.
“I love that our industry is based primarily on real emotional connection between people,” she said. “I understand there’s a business side where we focus on investment returns and margins but when you boil it right down, it really is a people-based business, and our success is based on how we make people feel”.
“It requires teamwork, collaboration, and an ability to understand how our actions impact the experience others have”.
“I think that this is all encompassing, not just for customers, but for our suppliers, our employees, and the communities in which our hotels operate. This comes back to the culture that we create, and that’s the bit that really interests me.
I think it’s more powerful than people probably think it is.”
Lisa, who knows more about the hotel industry than most, has sound advice for women looking to follow in her footsteps.
“Like many industries in the past, ours has historically been male dominated but I don’t believe that’s necessarily the case anymore,” she said. “Our industry is extraordinarily diverse, and like our community, constantly evolving. For our industry to remain relevant, I think it needs to continually move with the times.”
In fact, out of the nine venues owned by the Matthews Hospitality Group, more than 50% have female venue managers.
“If I go back to my grandmother’s time, traits like empathy would have been seen as unimportant for management. Now, we recognise it as a sign of being an effective leader because it allows people to build trust and connect with staff and our customers, and women are very good at this.” said Lisa.
“I’m just so very grateful and proud to have brilliant and supportive people around me at our company. Without them continually reinforcing the culture we are trying to develop, we wouldn’t be successful.”
