When a role leading “the jewel in Ryman’s crown” became available Andrew Matthews applied for his first job in more than a decade.
Nellie Melba Retirement Village’s new village manager has a wealth of experience in the retirement and hotel industries, most recently spending 13 years at Aveo Group working in various operation-based roles, including as a Regional Operations Manager.
He honed the skill he says still underpins his new role - customer service - while establishing hotels in both Australia and London and a private gentleman’s club in London.
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During his time at Aveo, Andrew was involved with compliance and accreditation schemes, recruitment, staff inductions, business management, payroll and filling in as a village manager at the retirement villages he oversaw.
The most rewarding aspect of his role never changed.
“Thirteen years is a long time, and you see residents more than you see your own family,” he says.
“The best part about the job and the hardest part about leaving was the residents.”
But after 13 years, it was time for a change.
“Ryman has got a great name in the industry and it’s the first and only job I’ve applied for in a long time,” Andrew says.
In his new role, Andrew is responsible for the management of the largest full continuum of care village in Australia.
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“I think a lot of the skills required in establishing, opening and operating hotels and working in the retirement sector are similar because at the end of the day it’s all about customer service,” he says.
“The aspects of this role that really excite me are the size of the village - I wanted to manage a large village - and Nellie Melba certainly has a reputation as the jewel in Ryman’s crown.
“And I’m also excited about the aged care aspect because that is an area where I have not worked, so I am looking forward to learning from all of the experts at the village.”
Since starting the role in June, Andrew has focused on ensuring both staff and residents know he leads alongside, rather than being isolated in an office.
“It’s important to me to go for morning and afternoon walks around the village,” he says.
“I don’t want to be a leader who is not accessible, but someone who goes down and visits the team in the laundry and knows each staff member by name, and the same goes for the residents.”
He is already feeling the benefits of his new role.
“I’m really loving the role,” Andrew says.
“It’s challenging and engaging in all the right ways.”
