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Published by Carmen Bold
Tourism Matters explores careers, capability and the people shaping the tourism industry. Host Carmen Bold speaks with professionals, leaders and educators from across the sector about how they built their careers, the lessons they’ve learned along the way, and where the industry is heading next. The podcast offers insight for anyone working in tourism, considering a career in the industry, or responsible for developing the next generation of talent.
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Join Carmen as she chats with Lisa Pagotto, founder of Crooked Compass and Crooked Compass by Air, about building a tourism business, backing yourself and finding opportunity in some very unexpected places. Lisa launched Crooked Compass in 2014 after realising she was successfully building brands and revenue streams for other tourism businesses and asking herself why she wasn’t doing it for herself. From just $21,000 in turnover in her first year, Lisa went on to appear on Shark Tank, nearly lost the business through a deal that went badly wrong, rebuilt it, and then watched COVID bring international travel to a complete standstill. And then she learnt to fly planes. That random decision eventually led to Crooked Compass by Air, a second tourism business that helped keep Crooked Compass alive during the pandemic. Carmen and Lisa also talk about building a business without a marketing budget, asking your network for help, hiring for passion and cultural fit, the growth of private touring, working with the travel trade and using customer data to continually adapt the business. WHAT YOU’LL TAKE AWAY FROM THIS EPISODE Why Lisa backed Crooked Compass despite turning over just $21,000 in its first year How relationships and word of mouth helped build the business without a marketing budget What Shark Tank did for Crooked Compass, and the difficult lesson that followed How learning to fly during COVID eventually became Crooked Compass by Air Why Lisa now hires for passion, attitude and cultural fit rather than skills alone How Crooked Compass uses customer data to respond to changing traveller behaviour Why private touring now represents around 60% of the business Why consumers are increasingly discovering Crooked Compass themselves and then asking their travel agents to book it Lisa’s advice for anyone wondering whether to back themselves and build something of their own ABOUT LISA PAGOTTO Lisa Pagotto is the founder of Crooked Compass and Crooked Compass by Air. After starting her career as a travel consultant, Lisa worked across wholesale, tour leading, adventure tourism, sales, marketing and expedition cruising before launching Crooked Compass in 2014. Crooked Compass specialises in immersive, lesser-known and highly curated travel experiences, while Crooked Compass by Air offers private touring by aircraft across Australia. LINKS & ORGANISATIONS MENTIONED Crooked Compass https://www.crooked-compass.com/ Crooked Compass by Air https://www.crookedcompassbyair.com/ Lisa Pagotto on LinkedIn https://www.linkedin.com/in/lisa-pagotto/ TIME – Travel Industry Mentor Experience https://travelindustrymentor.com.au/ EPISODE CHAPTERS 00:00 – Welcome and getting to know Lisa 04:05 – Growing up surrounded by travel 07:46 – Starting a career in the travel industry 10:23 – Finding her place in adventure tourism 12:33 – The beginnings of Crooked Compass 15:48 – Moving from employee to business owner 18:06 – $21,000 in turnover and deciding the idea had legs 19:39 – Creating travel experiences nobody else was selling 22:42 – Building a business with no marketing budget 25:56 – How Crooked Compass evolved 26:32 – Applying for Shark Tank 33:18 – The deal that nearly destroyed the business 34:01 – COVID changes everything 35:08 – Learning to fly and the beginnings of Crooked Compass by Air 37:36 – “What can I lose?” 40:20 – Repositioning Crooked Compass by Air for the US market 43:07 – Building a small, remote team 44:08 – What Lisa looks for when hiring 49:21 – How travel behaviour has changed post-COVID 51:01 – Using customer data to shape the business 52:08 – Trade versus direct bookings 55:36 – What Lisa would tell her younger self STAY CONNECTED WITH TOURISM MATTERS Subscribe to the Tourism Matters Newsletter . Carmen shares ideas to help tourism businesses and their people do better work, along with tourism jobs, events, learning opportunities and useful ways to connect across the industry. Follow Tourism Matters wherever you listen to podcasts, and connect with Carmen Bold on LinkedIn .
Join Carmen as she chats with Jason Gelineau, a cruise and tourism industry leader with more than 30 years of global experience, including 24 years working at sea. Jason shares how a teenage taste of Caribbean resort life sparked a career that would take him through hotels, luxury cruising, residential ships and senior leadership roles with brands including Silversea, Oceania Cruises, Seabourn, MSC Cruises and Explora Journeys. They talk about guest experience, life at sea, building Explora Journeys from a blank sheet of paper, and the role that relationships, reputation, curiosity and saying yes have played throughout Jason’s career. Today, through JAG Hospitality, Jason works across cruise, tourism and hospitality, connecting people and championing the industry. Subscribe to the Tourism Matters Newsletter What You’ll Take Away Why relationships and professional reputation can compound across an entire career The value of learning beyond your current role and cross-training before the next opportunity appears Why empathy is such an important part of tourism and hospitality What Jason learned from more than two decades working at sea How luxury guest expectations differ from other parts of the cruise market What it takes to create a new luxury cruise experience from a blank sheet of paper Why you don’t always need to feel completely ready before saying yes The importance of mentoring, community and giving back to the next generation of tourism professionals About Jason Gelineau Jason Gelineau is a cruise and tourism industry leader with more than 30 years of global experience, including 24 years working at sea across luxury, residential and contemporary cruise brands. His career has included senior roles with Explora Journeys, Seabourn, Oceania Cruises, Silversea, The World of ResidenSea and MSC Cruises. Today, Jason is Principal of JAG Hospitality, Seatrade Cruise Ambassador for Guest Experience and Wellness, Vice President of Skål International Perth, and a Featured Voice with The Forum by Forbes Travel Guide. He works with tourism, cruise and hospitality brands across guest experience, product development, wellness, luxury retail, destination strategy and industry engagement. Links & Organisations Mentioned Jason Gelineau on LinkedIn: https://www.linkedin.com/in/jasonagelineau/ The Forum by Forbes Travel Guide: https://theforum.forbestravelguide.com/team-member/jason-gelineau/ Seatrade Cruise: https://www.seatrade-cruise.com/ Skål International: https://skal.org/ Princess Cruises: https://www.princess.com/ Silversea: https://www.silversea.com/ The World, Residences at Sea: https://aboardtheworld.com/ Oceania Cruises: https://www.oceaniacruises.com/ Seabourn: https://www.seabourn.com/ MSC Cruises: https://www.msccruises.com.au/ Explora Journeys: https://explorajourneys.com/au/en Coral Expeditions: https://www.coralexpeditions.com/ Episode Chapters 00:00 — Meet Jason Gelineau 04:50 — Growing up in Ottawa and discovering hospitality in Jamaica 10:13 — Starting in hospitality and learning the business from the ground up 15:04 — From Whistler to his first job at sea 19:56 — Guest service, empathy and understanding the traveller 24:11 — Building a career at sea and moving into luxury cruising 29:32 — Life aboard The World, a pioneering residential ship 32:56 — Oceania Cruises and stepping into senior leadership 38:39 — Facing a piracy emergency at sea 40:47 — Leaving cruise life and starting a Perth food truck 42:59 — MSC Cruises and the move into corporate development 45:32 — Building Explora Journeys from a blank sheet of paper 47:17 — Reputation, relationships and the opportunities they create 50:29 — JAG Hospitality, industry connection and Jason’s version of semi-retirement 55:05 — Mentoring, giving back and advice for the next generation Stay Connected with Tourism Matters If you work in tourism, subscribe to the Tourism Matters Newsletter . Carmen shares ideas to help tourism businesses and their people do better work, along with tourism jobs, events, learning opportunities and useful ways to connect across the industry. Follow Tourism Matters wherever you listen to podcasts, and connect with Carmen Bold on LinkedIn .
Join Carmen as she chats with Alex Dykman, founder of Maverick Tourism and Grow Tourism, about entrepreneurship and the business of tourism. Alex’s tourism career began with a chance conversation over drinks and an entry-level role with Tourism New Zealand. A few years later, several freelance projects completed while travelling through South America planted the seed for Maverick Tourism. After returning to New Zealand at the age of 24, Alex gave herself six months to turn those early projects into a viable business. More than a decade later, Maverick Tourism has grown into a team of 12, working with leading tourism businesses across New Zealand and beyond. Alex shares how Maverick found its place helping tourism operators grow direct sales, why bringing the right business partner into the company transformed what it could deliver, and how referrals, relationships and strong results fuelled its growth. The conversation also explores Maverick’s approach to recruitment and its “no dickheads” policy, why cultural fit matters alongside technical capability, and how a strong employer brand can help smaller tourism businesses attract and retain talented people. Alex also explains how industry conversations during New Zealand tourism’s recovery from COVID led her to launch Grow Tourism, an industry-led learning platform designed to provide more dynamic and relevant workforce development. Carmen and Alex discuss flexible work, employee experience, tourism career pathways, digital distribution and the rapid changes AI is creating for tourism marketing. It is an open and practical conversation about backing yourself, recognising genuine market needs, building a business around good people and continuing to evolve as the tourism industry changes. WHAT YOU’LL TAKE AWAY FROM THIS EPISODE How a chance conversation led Alex from journalism into tourism Why early roles within destination organisations can provide valuable exposure to the wider tourism industry How freelance tourism marketing projects became the foundation of Maverick Tourism Why Alex gave herself six months to prove the business could become viable How face-to-face relationships and word-of-mouth referrals helped Maverick grow Why bringing complementary skills into a business can completely change its trajectory How Maverick approaches recruitment, cultural fit and its “no dickheads” policy Why employer brand matters for tourism businesses that cannot compete solely on salary Practical ways flexible work can help attract and retain talented people How Grow Tourism emerged from industry conversations about workforce attraction, development and retention Why digital strategy and distribution are no longer optional for tourism operators How AI and changing search behaviour are reshaping tourism marketing Alex’s advice for anyone considering taking an entrepreneurial leap ABOUT ALEX DYKMAN Alex Dykman is the kiwi founder of Maverick Tourism and Grow Tourism, a mum of 3 and a passionate advocate for all things tourism and visitor economy. Maverick is her first business baby – a dedicated tourism marketing agency that has been helping tourism operators and destinations make the most of the digital space for more than 12 years. Alex and the team works with brands across the South Pacific and North America, combining big-picture thinking with a hands-on understanding of the stuff that actually moves the needle when it comes to visibility, direct sales and distribution. More recently, Alex launched Grow Tourism, a new venture focused on transforming the way tourism trains and develops its workforce. Grow is all about modern, practical, bite-sized learning that feels exciting and far from stuffy; helping operators better grow and retain their people - powering industry forward in the process. Connect with Alex on LinkedIn: https://www.linkedin.com/in/adykman/ Learn more about Maverick Tourism: https://maverick-tourism.com/ Learn more about Grow Tourism: https://growtourism.com/ ORGANISATIONS REFERENCED Tourism New Zealand: https://www.tourismnewzealand.com/ NewZealand.com: https://www.newzealand.com/ Queenstown Resort College: https://www.qrc.ac.nz/ Tourism Industry Aotearoa: https://www.tia.org.nz/ ZAC WATSON TOURISM MATTERS EPISODE Carmen also spoke with Maverick Tourism General Manager Zac Watson about his tourism career, leadership and the journey that led him to Maverick. Listen to the conversation with Zac Watson: https://www.carmenbold.com/tourism-matters-podcast/zac-watson EPISODE CHAPTERS 00:00 – Introduction 01:14 – Meet Alex Dykman 05:37 – Alex’s early years and career ambitions 07:19 – The conversation that led Alex into tourism 13:12 – Travelling to South America and starting Maverick Tourism 17:30 – Giving the business six months to succeed 20:05 – Finding Maverick’s place in the tourism market 23:23 – The hire that changed the trajectory of the business 29:16 – Recruitment, cultural fit and the no dickheads policy 33:19 – Building a strong employer brand 38:16 – How Grow Tourism began 48:09 – Flexible work and retaining talented people 52:37 – AI, digital change and the future of tourism marketing 57:13 – Alex’s advice to her younger self 59:40 – Carmen’s key takeaways
Episode Description Join Carmen as she speaks with Molly Dobbins, Tourism and Hospitality Gateway to Industry Schools Program Coordinator at the Queensland Tourism Industry Council. Molly is passionate about empowering the next generation of tourism and hospitality professionals by connecting students, educators and industry. In her role, she works closely with Queensland schools to help students better understand the breadth, depth and opportunity that exists across tourism, hospitality and events. In this conversation, Carmen and Molly discuss how we can do a much better job of showing young people, and their parents, that tourism is a genuine, rewarding and long-term career path. They also explore the importance of getting students out of the classroom and into real tourism businesses, where they can see and experience the people, pathways and possibilities that exist across the industry. Molly also shares her own tourism career journey, from studying tourism in high school to working with operators, writing award submissions, contracting with small tourism businesses and now advocating for the next generation through her work with QTIC. What You’ll Take Away Why tourism is often still seen as a “while you figure life out” job, rather than a long-term career pathway How consistent language could help students, parents and educators better understand tourism career opportunities Why hands-on industry experiences are so important for attracting young people into the sector The role parents play in shaping young people’s perceptions of tourism and hospitality careers How schools and industry can work together to build stronger career pipelines Why attitude, curiosity and willingness to learn still matter so much to tourism operators How foundational workplace skills, including communication, customer service and reliability, can be taught and developed Why entrepreneurship should also be part of the tourism careers conversation About Molly Dobbins Molly Dobbins is the Tourism and Hospitality Gateway to Industry Schools Program Coordinator at the Queensland Tourism Industry Council. Through her work, Molly helps connect Queensland schools with the tourism, hospitality and events industries, supporting students and educators to better understand the career pathways available across the sector. Having studied tourism herself in high school before going on to complete a double degree in business management and international hotel and tourism management, Molly brings both personal experience and industry insight to her work. Her career has included roles with Tourism Tribe, Fun Over 50 Holidays, award writing, marketing support for small tourism businesses, and now workforce and education advocacy through QTIC. Molly is passionate about helping young people see tourism as an industry full of purpose, people, passion and possibility. Connect with Molly on LinkedIn: https://www.linkedin.com/in/molly-dobbins-125b86168/ Connect with Carmen on LinkedIn: https://www.linkedin.com/in/carmen-bold/ Organisations Referenced Queensland Tourism Industry Council: qtic.com.au Gateway to Industry Schools Program: dtet.qld.gov.au/training/employers/gateway-schools University of Queensland: uq.edu.au Tourism Tribe: tourismtribe.com Fun Over 50 Holidays: funover50holidays.com.au Paradise Resort Gold Coast: paradiseresort.com.au Queensland Tourism Awards: qtic.com.au/queensland-tourism-awards Episode Chapters 00:00 Introduction to Molly Dobbins 03:01 Molly’s journey into tourism education 05:52 Studying tourism and business during COVID-19 08:53 Building networks and saying yes to opportunities 12:00 Entering the industry during a challenging time 14:55 Entry-level roles and learning how tourism businesses operate 18:00 Molly’s current role connecting schools and industry 21:03 Barriers to young people seeing tourism as a career 22:40 The importance of engaging parents in tourism career conversations 24:29 Wages, awareness and other barriers to tourism careers 26:32 Why tourism needs more consistent career language 28:20 Showing the fun, purpose and possibility of tourism 30:35 Building stronger relationships between education and industry 32:30 Creating hands-on experiences for students 34:25 What operators are saying about young workers 36:50 Teaching foundational workplace skills 40:22 Encouraging entrepreneurship in tourism 42:40 Tourism, small business and the future of the industry
Join Carmen as she speaks with James Coughlan, founder of Shorex Australia, about his 25-year journey through the cruise industry. James began his career as a chef, working in high-pressure kitchens before joining Crystal Cruises and stepping into life at sea. What started in the galley eventually led him into shore excursions, where he discovered a new side of the cruise industry: guest experience, destination knowledge, local operators and the complex world that sits just beyond the gangway. In this episode, James shares what cruise ship life taught him about standards, service and resilience, and how saying yes to opportunities shaped his career. He also talks about the shift from ship life to shore-side roles, the impact of COVID on the cruise and tourism sector, and the decision to launch Shorex Australia in 2023. This conversation is a fascinating look inside cruise tourism, but it is also a story about career evolution, backing yourself, building trust, and understanding the value of local tourism experiences. What you’ll take away What life on board cruise ships can teach you about standards, service and resilience How James moved from chef to shore excursions and built a long-term career in cruise tourism Why saying yes, staying open and building relationships can change the direction of your career What shore excursions are and how they connect cruise lines with local tourism operators Why destination knowledge and guest trust are so important in delivering great visitor experiences What James learned from moving from employee to business owner Why Shorex Australia is focused on local relationships, sustainable growth and understanding each destination properly What tourism operators need to know if they want to work with the cruise industry About James James Coughlan is the founder of Shorex Australia and has spent around 25 years working across the cruise and tourism industry. His career began in hospitality and commercial kitchens, including time at Bathers’ Pavilion in Sydney, before he joined Crystal Cruises as a chef. While working at sea, James moved from the galley into shore excursions, where he discovered the world of destination experiences, guest service and cruise operations. After more than a decade at sea, James transitioned into shore-side cruise operations and spent many years working with inbound cruise programs across Australia. In 2023, he launched Shorex Australia, a locally focused business delivering shore excursion programs and destination experiences for cruise lines visiting Australia. James brings deep practical knowledge of cruise tourism, local product development, guest experience and the importance of building strong relationships across the industry. Connect with James on Linkedin: https://www.linkedin.com/in/james-coughlan/ Discover more about Shorex Australia: https://www.shorexaustralia.com Organisations and resources referenced Shorex Australia: https://www.shorexaustralia.com Crystal Cruises: https://www.crystalcruises.com Bathers’ Pavilion: https://www.batherspavilion.com.au TAFE NSW: https://www.tafensw.edu.au Intercruises: https://www.intercruises.com CLIA Australasia: https://www.cruising.org.au Australian Cruise Association: https://www.australiancruiseassociation.com Unreasonable Hospitality: https://www.unreasonablehospitality.com Episode chapters 00:00 Introduction and tourism operator call-out 01:31 Welcome James Coughlan 03:38 James’ early life, first jobs and chef apprenticeship 07:49 Learning high standards in professional kitchens 09:54 Joining Crystal Cruises and life at sea 15:14 Moving from chef to shore excursions 17:14 What shore excursions are and how they work 20:07 Destination knowledge, guest trust and service excellence 25:55 Career progression, leadership and knowing when to move on 35:43 Transitioning from ship life to shore-side cruise operations 42:43 COVID, industry change and seeing a new opportunity 47:48 Launching Shorex Australia and backing himself 53:55 What Shorex Australia does differently 59:29 The next stage of growth, including a new Cairns rainforest experience 1:02:27 Advice for tourism operators wanting to work with cruise 1:05:52 Carmen’s closing reflections
EPISODE DESCRIPTION This week on Tourism Matters, I sit down with Stephen Ekstrom, CEO, co-founder and self-described nerd whisperer at Learn Tourism. Learn Tourism is a non-profit academy creating smart, immersive learning and promotional experiences for tourism professionals, destination marketers, trade associations and communities around the world. This conversation takes a slightly different path from the usual Tourism Matters format. It is open, thoughtful and wide-ranging, touching on sustainable tourism, economic viability, storytelling, workforce development, career pathways, AI, frontline teams and the role of human connection in great visitor experiences. Stephen and I explore what sustainability really means in tourism, not just environmentally, but socially, culturally and economically. We also talk about why tourism businesses need to be commercially sound, why learning should sit at the heart of strong tourism teams, and why storytelling can completely change the way visitors experience a place. We also get into one of my favourite topics: tourism careers. Why do so many people fall into this industry rather than intentionally choose it? Why do we lose talented people? And how can we help people see the skills, pathways and possibilities available in tourism? WHAT YOU’LL TAKE AWAY FROM THIS EPISODE • Why sustainable tourism must include people, place and profitability • Why economic viability matters for tourism operators • How learning and professional development can strengthen tourism teams • Why tourism careers often have a visibility and perception problem • How transferable skills shape tourism career pathways • What AI can and cannot replace in tourism • Why human connection is still central to great visitor experiences • How storytelling helps visitors feel more connected to a place • Why frontline teams need appreciation, empowerment and licence to create memorable moments • Stephen’s career journey and the creation of Learn Tourism ABOUT STEPHEN Stephen Ekstrom is the CEO and co-founder of Learn Tourism, a non-profit academy supporting tourism professionals, destination marketers, trade associations and communities through immersive learning experiences. Stephen has worked across sales, product development, consulting, attractions, experiences and destination development. His work has taken him into communities and destinations across North America and beyond, helping tourism organisations think differently about learning, visitor experience, economic development and sustainable tourism. CONNECTING WITH STEPHEN Learn Tourism: https://learntourism.org Stephen Ekstrom on LinkedIn: https://www.linkedin.com/in/stephenekstrom/ CONNECT WITH CARMEN Website: https://www.carmenbold.com LinkedIn: https://www.linkedin.com/in/carmenbold/ EPISODE CHAPTERS 00:00 Introduction and setting the scene 01:37 Sustainable tourism and community engagement 02:15 Economic viability in tourism 05:10 Learning and growth in the tourism industry 08:03 Personal journeys in tourism 13:47 The importance of authenticity and connection 19:19 Career pathways in tourism 22:42 The role of AI in tourism 25:19 Storytelling in tourism 28:16 Engaging frontline staff in storytelling 32:22 Appreciation, empowerment and guest experience 36:58 Personal stories of kindness and hospitality 38:48 Career highlights and the birth of Learn Tourism
Episode Description In this first solo episode of Tourism Matters, prompted by a question asked of her on LinkedIn, Carmen Bold explores one of the biggest challenges facing the tourism industry: how do we attract more people into tourism careers when so many of those careers are still invisible from the outside? Carmen shares her thoughts on why tourism has a PR problem, why the industry needs to do a better job of showing the breadth of roles available, and why career conversations need to reach far beyond tourism students and people already inside the sector. She also reflects on the value of education, the importance of lived experience, and the flexibility that makes tourism such a powerful and adaptable career path. This episode is a call to stop talking about tourism careers in narrow, outdated ways and start showing people what the industry really offers. What You’ll Take Away From This Episode Why tourism careers are still poorly understood by many people outside the industry The need to broaden awareness beyond travel agents, flight attendants and tour guides Why tourism education is valuable, but not the only pathway into the industry How tourism can offer serious, rewarding and life-changing career experiences Why flexibility is one of tourism’s greatest strengths The importance of keeping good people in the industry, not just attracting new ones Why workplaces need to support, develop and retain their teams About Carmen Bold Carmen Bold is the host of Tourism Matters and a Tourism Workforce & Industry Capability Specialist. With more than 25 years’ experience across tourism operations, frontline delivery, events, destination management, industry development, partnerships, workforce capability and entrepreneurship, Carmen brings a practical, real-world lens to conversations about the future of tourism. Her work focuses on tourism careers, workforce development, operator capability and the role people play in delivering standout visitor experiences. Organisations Referenced Carmen Bold on LinkedIn: https://www.linkedin.com/in/carmenbold/ Carmen Bold Website: https://carmenbold.com Episode Chapters 00:00 Introduction to Tourism Careers 01:52 The Visibility Problem in Tourism Careers 05:00 Broadening the Audience for Tourism Careers 06:38 Education and Pathways into Tourism 07:33 The Nature of the Tourism Industry 10:02 Flexibility and Career Paths in Tourism 12:54 Retention and Development in the Tourism Industry
In this episode of Tourism Matters, I’m joined by Professor Judith Mair, Academic Director and Associate Dean (Education) at The Hotel School Australia, Southern Cross University. Judith’s career began in Scotland, where she studied languages before finding her way into tourism through visitor information, VisitScotland, tour operations, marketing and hotel business development. After becoming a mother, she moved into academia, completing a PhD and later building a research career across tourism, hospitality and events. In this conversation, Judith shares what it was like to rethink her career after motherhood, move from Scotland to Australia with a young family, and build a new professional life through networks, research and teaching. We also explore Judith’s research into events, sustainability, climate change, mega-event legacies and the social value of events, including the harder-to-measure impacts like community pride, belonging and what we lovingly describe as the “vibe”. Later in the episode, Judith talks through The Hotel School’s flexible delivery model, including six-week terms, reduced cognitive load, industry-connected curriculum and paid internships designed to help students move more smoothly into tourism and hospitality careers. This is a conversation about careers, education, events, motherhood, migration and why tourism and hospitality remain deeply human industries, even as technology and AI continue to change the way we work. What You’ll Take Away From This Episode Why tourism careers often evolve through curiosity, opportunity and reinvention rather than a fixed plan. How Judith moved from languages into tourism, and then from industry into academia. Why motherhood can change a career path without diminishing it. The importance of networks when rebuilding or redirecting a tourism career. How events create value beyond economic impact, including pride, identity, belonging and social connection. Why tourism and event research needs to be easier for industry to access and use. How The Hotel School Australia’s flexible teaching model is designed around the real lives of students. Why paid internships can help students graduate with both qualifications and meaningful experience. Judith’s perspective on AI, automation and the irreplaceable role of human service in hospitality. About Professor Judith Mair Professor Judith Mair is Academic Director and Associate Dean (Education) at The Hotel School Australia, Southern Cross University. Judith’s research aims to understand and enhance the positive impacts of tourism and events on the communities and societies which host them. Her research expertise lies in fields including mega-event legacies, the future of events, the links between events and social connectivity, and the potential impacts of climate change on the events sector. She has published over 60 refereed articles in international journals and has worked with the International Olympics Olympic Committee and the Queensland Government on projects including event legacies, understanding social impacts of tourism and events, and assessing the impacts of climate change on the sector. Connect with Judith: https://www.linkedin.com/in/professor-judith-mair-29778a2a/ Organisations Referenced The Hotel School Australia: https://hotelschool.scu.edu.au/ Southern Cross University: https://www.scu.edu.au/ VisitScotland: https://www.visitscotland.com/ University of Strathclyde: https://www.strath.ac.uk/ Victoria University: https://www.vu.edu.au/ Monash University: https://www.monash.edu/ University of Queensland: https://www.uq.edu.au/ Centre for Events and Festivals: https://www.eventsandfestivals.org/ Episode Chapters 00:00 Introduction to Professor Judith Mair 01:37 Welcome and getting to know Judith 03:49 Growing up in Scotland 04:53 Studying languages and early career ideas 06:13 Discovering tourism through visitor information 08:52 Working in Scotland’s tourism industry 10:31 Motherhood and rethinking her career 12:04 Moving from Scotland to Australia 14:25 Rebuilding a career through networks 18:02 Research into events, sustainability and climate change 20:36 Event legacies and social impact 23:48 Measuring the “vibe” of major events 25:40 Moving into teaching and academia 31:50 Joining The Hotel School Australia 33:25 Judith’s current role at Southern Cross University 36:37 The Hotel School’s flexible delivery model 40:29 Paid internships and industry connection 43:43 Career advice for parents and career changers 46:23 AI, hospitality and the value of human service 49:23 Carmen’s closing reflections
In this episode of Tourism Matters, I’m joined by Hannah Pearson, founder of Pear Anderson and co-host of the Southeast Asia Travel Show. Hannah’s career has taken her from studying languages at Oxford to teaching in France and China, corporate London, Kuala Lumpur, travel startups, market representation and founding Pear Anderson, a tourism sales, marketing and market intelligence business focused on Southeast Asia. We talk about winding tourism careers, unexpected opportunities, building a business in travel, and how Hannah’s weekly Southeast Asia travel report became a trusted industry resource during COVID. We also discuss workforce challenges, including the disconnect between education and industry, the need for better training, and why passion matters but cannot replace fair pay, support and development. What you will takeaway... Tourism careers rarely follow a straight line Sales in tourism is really about relationships and market fit Consistency can build serious credibility over time Education, industry and young professionals are often disconnected Passion matters, but it cannot be used as an excuse for burnout About Hannah Pearson Hannah Pearson is the founder of Pear Anderson, a tourism sales, marketing and market intelligence company focused on Southeast Asia. Originally from the UK, Hannah studied French and Classics at Oxford before working across China, Malaysia, outbound travel, B2B sales, travel tech, market representation and tourism research. She is also co-host of the Southeast Asia Travel Show. Organisations Referenced Pear Anderson – https://www.pearanderson.com Report: The Evolving Tourism Workforce: Human Capital Development in APAC – https://www.pata.org/research-q1v63g6n2dw/p/human-capital-development-in-apac Southeast Asia Travel Show – https://www.theseasiatravelshow.com/ PATA – https://www.pata.org VisitBritain – https://www.visitbritain.org GoQuo – https://www.goquo.com University of Oxford – https://www.ox.ac.uk Episode Chapters 00:00 – Introduction to Hannah Pearson 02:57 – Hannah’s early life, travel and love of languages 05:48 – Studying at Oxford and spending a year in France 08:42 – Teaching in China and travelling home via the Trans-Siberian Railway 11:24 – Returning to the UK and starting corporate life 14:14 – Moving to Malaysia and entering the travel industry 16:58 – Building an outbound travel team in Kuala Lumpur 19:51 – Sales, representation and building networks across Southeast Asia 22:33 – Cultural awareness and market differences in Southeast Asian travel 24:01 – Navigating language, culture and practical challenges on the road 26:15 – Moving into the travel startup world 28:01 – Learning travel tech, dynamic packaging and airline partnerships 29:17 – The reality of entrepreneurship in tourism 31:19 – Launching Pear Anderson and choosing independence 34:00 – How COVID reshaped the business 36:31 – Creating a weekly Southeast Asia travel intelligence resource 38:04 – Growing Pear Anderson and building industry influence 40:31 – Workforce challenges, education and industry disconnects 46:21 – Passion, wages and retaining people in tourism 50:24 – Hannah’s final reflections
Episode Description This one flips the script. For the first time on Tourism Matters , Carmen moves from host to guest, with Sarah Jane Tilbury taking the reins. What unfolds is not a polished career narrative. It’s a real one. From retail floors to reservations desks, bungy platforms to Rugby World Cup operations, entrepreneurship to industry capability work - Carmen’s 25-year career is built on instinct, movement, and saying yes to opportunity. There’s no linear path here. But there is a pattern. Follow your gut. Stay close to the industry. Take the next interesting step. This episode pulls back the curtain on what a tourism career actually looks like - and why the industry has far more depth, opportunity, and longevity than people give it credit for. What You’ll Take Away Why tourism careers rarely follow a straight path — and why that’s a strength How early decisions (and non-decisions) shape long-term career direction What working across Australia and New Zealand teaches you about the industry The reality of frontline roles — and why they accelerate learning fast Lessons from major events like the Rugby World Cup 2011 The difference between having experience and building capability Why entrepreneurship is a sharper teacher than most jobs The hidden career pathways most people don’t see in tourism Why the industry has a workforce perception problem How human connection — not systems — defines great tourism experiences About Sarah Jane Tilbury Sarah Jane Tilbury is an experienced tourism and operations leader with a background spanning transport, experiences, and team leadership across Australia and the UK. She brings a sharp operational lens, a strong understanding of people and performance, and just enough humour to keep Carmen on her toes. Organisations & Platforms Referenced SeaLink: www.sealink.com.au Adventure Tours Australia: www.adventuretours.com.au/ AJ Hackett Bungy: www.bungy.co.nz/ Tourism Holdings Limited: https://www.thlonline.com/ Kiwi Experience: https://www.kiwiexperience.com/ Destination Southern Tasmania: https://southerntasmania.com.au/ Tourism Matters Careers (LinkedIn): https://www.linkedin.com/company/tourism-matters-careers/ carmenbold.com: https://www.carmenbold.com/ Episode Chapters 00:00 – Introduction and role reversal with Sarah Jane Tilbury 02:00 – Following instinct and staying connected in the industry 07:00 – Early career decisions and entering tourism 10:00 – First roles in reservations and industry exposure 17:00 – Moving to New Zealand and adventure tourism 22:00 – Bungy, celebrities, and unexpected moments 29:00 – Rugby World Cup and large-scale event operations 32:00 – Operational leadership and career progression 39:00 – Entrepreneurship and the reality of building a business 44:00 – Industry development, mentoring, and education 50:00 – Why Tourism Matters exists 54:00 – Workforce challenges and industry perception 58:00 – The role of people in delivering experiences 61:00 – Advice for emerging professionals 64:00 – Final reflections on career, industry, and opportunity
Tabetha Beggs hasn’t followed a straight path - no, no. In this episode of Tourism Matters, Carmen sits down with Tabetha Beggs, Tourism Experiences Lead at Destination Perth, to explore a career shaped by curiosity, risk-taking, and a willingness to step into opportunities before feeling fully ready. From early ambitions in the arts to roles across tourism, local government, and destination development, Tabetha shares how each experience - expected or not - has contributed to where she is today. This is a conversation about backing yourself, listening deeply to communities, and understanding that tourism is ultimately about people and stories. What You’ll Take Away Why applying for jobs you’re not “qualified” for can change your career The role of lived experience in shaping tourism professionals Why community voice matters in destination marketing How regional tourism organisations are evolving beyond marketing The value of saying yes to unexpected opportunities Why no experience is ever wasted — even the ones that don’t make sense at the time The importance of storytelling in tourism and place-making About Tabetha Beggs Tabetha is the Tourism Experiences Lead at Destination Perth, with a career spanning tourism, arts, local government, and destination development. She has previously held roles with Tourism Western Australia and the City of Perth, and is deeply passionate about community engagement, storytelling, and creating meaningful tourism experiences. Tabetha is also an active mentor, supporting emerging leaders through the Women in Tourism & Hospitality Mentorship Program. Connecting with Tabetha LinkedIn: https://www.linkedin.com/in/tabetha-beggs-a57a2771/ Organisations Referenced Destination Perth: https://www.destinationperth.com.au/ Tourism Western Australia: https://www.westernaustralia.com/en/pages/home Royal Society of Arts: https://www.thersa.org/ Episode Chapters 00:00 – Introduction to Tabetha Beggs 00:30 – From cheese counter to career beginnings 01:20 – Applying for roles before you’re ready 02:16 – Travel, perspective, and curiosity 03:51 – Growing up in Perth Hills 06:43 – Early career ambitions and work experience 09:47 – Arts, theatre, and life experience 12:51 – The unexpected value of early jobs 16:16 – Moving to the UK and career pivots 18:39 – Taking risks and saying yes 20:35 – Why you should apply anyway 22:34 – Working across the UK in exhibitions 25:00 – Returning to Australia and career challenges 29:34 – Kalgoorlie and unexpected opportunities 36:30 – Transition into tourism 41:28 – Strategic roles and industry involvement 45:00 – Community voice in tourism 55:00 – Mentorship and career growth 60:43 – Networking and volunteering 66:18 – Open-minded travel and learning 68:43 – Storytelling in tourism 75:14 – The evolving role of RTOs 77:30 – Final reflections
Episode Description In this episode of Tourism Matters , Carmen sits down with Birgitta March, a tourism lecturer, PhD researcher, and former international tour guide. Exploring a career that spans continents, sectors, and decades. From guiding high-end clients in the US to interpreting across Australia and now shaping future professionals in higher education, Birgitta shares a grounded and insightful perspective on the tourism industry. The conversation dives into the evolving role of tour guides, the importance of language and cultural intelligence, and the challenges facing the sector today — from workforce perception to technology shifts. Birgitta also shares her current PhD research focused on bridging gaps between tourism education and Indigenous communities, raising important questions about how we teach and represent knowledge in the industry. What You’ll Take Away From This Episode Why tour guiding is more complex (and valuable) than it’s perceived The role of language, interpretation, and cultural intelligence in tourism What makes a great guide - and why extroversion isn’t required The real challenges facing tour guides today (pay, hours, recognition, tech) How tourism careers can evolve across guiding, events, and education Why human connection still matters in an AI-driven world Insights into tourism education and student pathways The importance of ethical, community-informed knowledge in tourism training About Birgitta March Birgitta March is a lecturer in Tourism and Hospitality Management at William Angliss Institute and a PhD researcher focused on tourism education. Her career spans international tour guiding, interpreting, business events, and education. She has worked across Europe, the United States, and Australia, guiding high-end clients, technical delegations, and cultural tours. Birgitta’s research explores the social identity of tour guides and the role of education in shaping a more inclusive and informed tourism industry - particularly in relation to Indigenous communities. Connect with Birgitta on LinkedIn: https://www.linkedin.com/in/birgitta-march-tourism-expertise/ Organisations Referenced William Angliss Institute: https://www.angliss.edu.au/ Tour Guides Australia: https://tga.org.au/ Episode Chapters 00:00 – Introduction and episode overview 00:23 – Birgitta’s background in tourism and guiding 03:20 – Growing up in Belgium and early influences 06:40 – Studying languages and entering tourism 13:00 – Moving to the US and guiding high-end clients 20:45 – Transition to Australia and early tour guiding challenges 24:55 – Technical tours and interpreting across industries 30:34 – Moving into teaching and education 34:21 – Research on tour guide identity and belonging 36:25 – Key challenges facing tour guides today 41:12 – AI, tourism, and the role of human connection 48:45 – Transition to higher education and PhD research 50:24 – Bridging tourism education and Indigenous knowledge 55:43 – Final reflections on tourism careers
In this episode, Carmen is joined by Brad Rowe, a tourism consultant with deep experience across product development, infrastructure, and destination management. We explore his journey from growing up in New Zealand to working on major tourism projects in Queenstown and internationally, including large-scale gondola and chairlift developments. Brad shares practical insights on experience design, what actually drives return on investment in tourism, and how operators can create moments that guests remember and share. What You’ll Take Away From This Episode What “experience design” really means in a tourism context How visitor experience directly links to revenue and ROI Behind-the-scenes insights into major Queenstown tourism developments The shift from employment to consulting in the tourism industry What separates average experiences from truly memorable ones Why operational detail matters just as much as big ideas About Brad Rowe Brad Rowe is a tourism consultant and the founder of Tourism x Design, where he helps tourism businesses and destinations create innovative visitor experiences. With more than 15 years in the visitor economy, Brad has worked across tourism development, infrastructure, and destination strategy - helping launch new tourism concepts, scale visitor experiences, and support destinations to build more resilient tourism economies. The career path he followed was not a conventional one - he took some leaps of faith and rode some waves of tourism growth in mountain biking, chairlifts, tech and destination management. Today he works as an independent advisor focused on experience design, product development, and commercial strategy. Connect With Brad on LinkedIn: https://www.linkedin.com/in/brad-rowe-nz/ Organisations Referenced Brad Rowe Website: https://bradrowe.me/ Skyline: https://skylineenterprises.co.nz/ University of Otago: https://www.otago.ac.nz/ Maverick Tourism: https://maverick-tourism.com/ Doppelmayr Group: https://www.doppelmayr.com/en/ Tourism Bay of Plenty: https://www.bayofplentynz.com/ Watershed Lake Sauna Queenstown: https://watershedsaunas.com/ Episode Chapters 00:00 – Introduction and guest welcome 01:53 – Queenstown’s unique appeal and personal stories 02:44 – Travel habits and early influences 04:38 – Childhood and education path 07:47 – Choosing tourism as a career 10:42 – Early career and internship experience 15:20 – Skyline Queenstown and mountain biking development 20:28 – Gondolas, chairlifts, and infrastructure expansion 24:24 – International projects and Austrian partnerships 30:29 – Transition to consulting 35:20 – Tourism product development and destination management 37:49 – Visitor experience and ROI 47:22 – Final thoughts and industry advice
Episode Description In this episode of Tourism Matters , Carmen Bold sits down with Beáta Szablics, whose career has taken her from a small town in Hungary to cruise ships, global product development, launching a luxury expedition brand, and ultimately Antarctica. Beáta shares how a non-linear career — starting in animal husbandry and moving through tourism operations and wellbeing — has shaped the way she now approaches experience design. This conversation explores how personal experiences, skills, and interests compound over time, and how they can ultimately position someone to create entirely new types of tourism experiences. It also opens up a broader discussion on the growing role of wellbeing in tourism, and what it actually takes to translate that into meaningful, place-based experiences. What You’ll Take Away From This Episode Why no part of your career is ever wasted How Beáta transitioned from animal care into global tourism What she learned from 15 years in the cruise industry The reality of building tourism products from scratch What it was like managing a luxury camp in Antarctica Why travellers are increasingly seeking deeper, more felt experiences How wellbeing is starting to influence tourism in a more meaningful way About Beáta Szablics Beáta Szablics is a tourism professional with over two decades of global experience across tour operations, cruise, and product development. She has worked across multiple continents, led high-performing teams, and played a key role in launching new tourism products and brands, including a luxury expedition cruise line. Alongside her tourism career, Beáta has trained in a range of wellbeing modalities including forest bathing, embodiment coaching, and deep rest practices. She now works at the intersection of tourism and wellbeing, supporting businesses and destinations to create more meaningful, experience-led offerings. Organisations Referenced Beáta Szablics Episode Chapters 00:00 Introduction and personal background 01:30 Childhood and early aspirations 02:29 Education and career beginnings 04:58 Transition into tourism 07:41 First role in tourism 09:36 Growth and early challenges 11:47 Entering the cruise industry 14:37 Understanding shore excursions 17:24 Career reflections and growth 25:06 Realities of cruise life 27:23 Moving from sea to shore-based roles 30:00 Building experiences from scratch 30:48 COVID and career reflection 33:36 Launching a luxury cruise brand 42:24 Antarctica experience 47:09 Wellbeing and tourism 48:20 Current work and direction
Episode Description In this episode of Tourism Matters, Carmen Bold speaks with Thomas Worry, a Canadian tourism professional whose career has been built across seasonal roles, international experience, and corporate tourism operations. Thomas shares how he navigated working across Canada’s Yukon — from guest services and RV rentals to guiding Northern Lights tours — and what it really takes to build a career in an industry defined by seasonality. The conversation explores the realities of tourism careers that don’t follow a straight path, the importance of proactively creating opportunities, and how networks often matter more than formal job pathways. Thomas also reflects on the bigger picture — from sustainability and crisis recovery to the growing need for stronger alignment between education and industry — and what this means for the future of tourism careers. What You'll Take Away From This Episode • What a tourism career actually looks like in practice — not theory • How to navigate seasonality through multiple roles and income streams • Why career progression in tourism is driven by initiative, not structure • The role of education alongside hands-on experience • How sustainability and industry challenges are shaping future careers About Thomas Thomas Worry is a Canadian tourism professional with experience spanning seasonal tourism operations, international travel, and corporate roles. He has worked across a wide range of tourism settings, including guest services, RV rentals, cruise tourism, and guided Northern Lights experiences in Canada’s Yukon. Thomas has built his career by combining practical, on-the-ground experience with formal study in tourism management, giving him a well-rounded perspective on both the realities of the industry and its future direction. His work and interests focus on sustainability, industry development, and the evolving relationship between tourism education and real-world application. Connect with Thomas on LinkedIn Connect with Carmen on LinkedIn Organisations Referenced Royal Roads University: https://www.royalroads.ca/ Yukon Tourism: https://travelyukon.com/ Episode Chapters 00:54 Thomas’s Background and Entry into Tourism 03:09 Navigating Seasonal Work in the Yukon 07:52 Working Across Cruise and Winter Tourism 10:50 Building Networks and Creating Opportunities 16:48 Education, Career Planning and Industry Entry 20:55 Working in Remote Tourism Environments 29:01 The Growth of Winter Tourism and Northern Lights Experiences 35:01 Soft Skills and Career Development in Tourism 43:45 Moving into Corporate Roles and Career Progression 55:40 Sustainability, Industry Challenges and Future Thinking
Episode Description In this episode of Tourism Matters, Carmen Bold speaks with Linda Tillman - Managing Director of Tilma Group and co-founder of the Australian Centre for Regional Events - about the realities of building tourism and events capability in regional Australia. Linda shares how a university assignment on rural tourism resulted in a 20-year career working alongside regional communities, and how she built a business focused on helping destinations grow through tourism and events. The conversation explores the critical role events play in regional economies, why so many events are under pressure, and the persistent challenges that haven’t changed in decades. Linda also introduces a bold idea for the future — regional support hubs designed to take pressure off event organisers and allow them to focus on what actually matters: creating great experiences. What You'll Take Away From This Episode • Why events are critical to regional tourism and community development • The three core challenges facing regional events: people, money, and compliance • How outdated operating models are contributing to burnout and “same-same” events • Why volunteering models need to evolve to attract younger people • The opportunity to rethink how events are supported through shared services and regional hubs About Linda Linda Tillman is the Managing Director of Tilma Group, a consultancy she founded in 2008 to support regional and rural communities through tourism and events. She has spent nearly 20 years working across Australia on destination development, event strategy, and industry capability building, partnering with government, regional tourism organisations, and local communities. Linda is also the co-founder of the Australian Centre for Regional Events, which focuses on strengthening the long-term sustainability of events through training, mentoring, and capability development. Her work sits at both the strategic and grassroots level — helping shape big-picture tourism strategies while working directly with operators and communities on the ground. Connect with Linda on LinkedIn Connect with Carmen on LinkedIn Organisations Referenced Tilma Group: https://tilmagroup.com.au/ Australian Centre for Regional Events: https://australianregionalevents.com.au/ Episode Chapters 01:48 Getting to Know Linda 06:10 Early Career Interests in Tourism 11:33 Discovering a Passion for Regional Tourism 15:05 First Role in Local Government 16:26 Travelling Australia and Career Direction 19:28 Breaking into the Industry Through Networking 24:06 Starting Tilma Group 33:29 The Role of Events in Regional Tourism 36:39 Launching the Australian Centre for Regional Events 37:38 Challenges Facing Regional Events 41:34 Workforce and Volunteering in Regional Communities 44:11 Skills, Capacity and Capability Gaps 46:09 Rethinking the Event Model
In this episode of Tourism Matters, Carmen Bold speaks with Professor Anne Hardy — tourism researcher, consultant, academic, and Chair of Destination Southern Tasmania — about how research can shape tourism decisions. Anne shares the story of her career in tourism academia, from studying tourism’s impacts on communities to leading innovative projects like Tourism Tracer, which used smartphone technology to track how visitors move through destinations. She also discusses her research in Antarctica exploring whether travel experiences can influence environmental behaviour. The conversation explores why tourism operators rarely access academic research, how behaviour change theories can improve visitor experiences, and why the industry needs stronger connections with universities. Anne also reflects on redundancy after a 20-year academic career and her mission to help researchers communicate their work more effectively with industry. What You'll Take Away From This Episode • How tourism researchers study visitor behaviour and decision-making • The Tourism Tracer project and how technology tracked visitor movement • What Antarctica tourism reveals about behaviour change and sustainability • Why tourism businesses should engage more with academic research • How behaviour change theory can improve visitor experiences and operations About Anne Professor Anne Hardy is a tourism researcher whose work focuses on tourism behaviour, mobility, sustainability, and research communication. Across a 20-year academic career she has published more than 80 journal articles and four books, with her research cited over 3,000 times. Her work has been presented at international forums including the United Nations World Tourism Organization and the United Nations Environment Program. Anne is particularly known for pioneering projects such as Tourism Tracer , which tracked visitor movement across destinations using mobile technology, and for her research exploring how travel experiences — particularly in Antarctica — can influence environmental behaviour. She is currently Chair of Destination Southern Tasmania and now works to bridge the gap between tourism research and industry practice. Connect with Anne on LinkedIn Connect with Carmen on LinkedIn Organisations Referenced Destination Southern Tasmania: https://southerntasmania.com.au/ Omineca Consulting: https://www.ominecaconsulting.com/ Antarctic Treaty System: https://www.ats.aq/ Google Scholar: https://scholar.google.com/ University of Tasmania: https://www.utas.edu.au/ Episode Chapters 02:58 Travel Preferences and Experiences 05:58 Early Life and Education in Tasmania 08:55 Career Path: From Law to Tourism 11:58 Academic Journey and Research Focus 14:58 Impact of Family on Career Choices 17:59 Understanding Academia and the PhD Process 21:00 Communicating Research and Industry Engagement 23:42 The Evolution of Academic Communication 26:46 Anne’s Career Journey and Experiences 31:44 Innovative Research and Technology in Tourism 38:04 Transformative Travel Experiences 49:31 Navigating Career Changes and Future Aspirations 53:39 Embracing the Radical Sabbatical 56:38 Navigating Academic Careers 01:00:07 Understanding Human Behaviour in Tourism 01:04:50 The Importance of Communication in Research
In this episode of Tourism Matters, join Carmen Bold as she chats with Matt Scott about his journey through international tourism, tour guiding and product development. Matt shares how early travel experiences and cultural exposure led him into the tourism industry, including years guiding tours across Europe and developing high-end travel experiences. The conversation explores the importance of training, customer service and adaptability in tourism, along with insights into product development, river cruising and sustainable tourism practices. What you'll take away from this episode • How international travel and cultural exposure shaped Matt’s tourism career • What it takes to succeed as a professional tour guide • Why training and customer service excellence are critical in tourism • Insights into tourism product development and creating memorable travel experiences • The operational complexity behind the river cruise industry • How sustainability and First Nations tourism are shaping the future of travel About Matt Matt Scott has built an international career across tour guiding, tourism product development and regional tourism. His experience includes guiding tours across Europe, developing travel products and working within the cruise and tourism sectors. Matt has also worked across tourism development roles in Australia, contributing to projects focused on sustainable tourism, regional development and cultural tourism initiatives. Connect with Matt on LinkedIn Connect with Carmen on LinkedIn Organisations and industry references mentioned Fat Tire Tours: https://fattiretours.com Backroads Tours: https://www.backroads.com City Wonders: https://citywonders.com Many Rivers: https://manyrivers.org.au/ Episode Chapters 00:00 Introduction and early travel experiences 03:00 Early life, gap years and cultural exposure 09:00 Volunteering and discovering tourism 12:00 University and first steps into the industry 18:00 Camp counselling and international experiences 21:00 Living in Paris and working as a tour guide 26:00 Training and professional development in tourism 30:00 Seasonality and life as a tour guide 32:00 Creating memorable experiences for travellers 39:00 Moving into tourism product development 46:00 Insights into the river cruise industry 53:00 Returning to Australia and new career opportunities 56:00 Exploring Australia through tourism work 59:00 Navigating the tourism industry during COVID 01:02:00 Moving into regional economic development 01:04:00 First Nations tourism and cultural engagement 01:09:00 Sustainable tourism and future industry challenges
In this episode of Tourism Matters, join Carmen Bold as she chats with Emma Rhoades about her career journey and her current work supporting tourism businesses through workforce development at the Queensland Tourism Industry Council (QTIC). Emma reflects on returning to university later in life, re-entering the workforce after raising children, and finding her place in the tourism industry. The conversation explores workforce challenges across tourism, the importance of networking and building relationships, and practical advice for people looking to start or grow their careers in the industry. What you'll take away from this episode • Why networking is one of the most powerful tools for building a tourism career • How career paths in tourism often evolve through unexpected opportunities • The workforce challenges facing tourism operators today • Why passion and persistence matter when building a career in tourism • Practical advice for job seekers looking to enter the tourism industry • How industry organisations are supporting tourism operators and employees About Emma Emma Rhoades works as a workforce advisor with QTIC, supporting tourism businesses across Queensland with workforce development, industry challenges and career pathways. Her career journey includes returning to university later in life and re-entering the workforce after raising children. Emma is passionate about helping people navigate careers in tourism and connecting industry operators with the support they need. The Industry Workforce Advisor Program is supported and funded by the Queensland Government. Connect with Emma on LinkedIn Connect with Carmen on LinkedIn Organisations and industry references mentioned Queensland Tourism Industry Council (QTIC) https://www.qtic.com.au Accor Heartist Ethos: https://group.accor.com/en/group/people-at-our-heart/our-heartist-ethos Episode Chapters 00:00 Introduction and early career aspirations 03:00 Education and early career interests 06:00 Working at Telstra and stepping away for motherhood 08:00 Returning to university and rediscovering career direction 11:00 Navigating career transitions and self-reflection 13:00 Connecting with the tourism industry 19:00 Emma’s role at QTIC and workforce support 22:00 Workforce challenges across the tourism industry 26:00 Promoting tourism careers and industry opportunities 29:00 Advice for job seekers entering tourism 34:00 Networking strategies and building relationships 39:00 Final reflections and support for tourism professionals
In this episode of Tourism Matters, join Carmen Bold as she chats with Sarah-Jane Tilbury about building a career in tourism that spans international travel, operational leadership and general management. Sarah-Jane shares her journey from growing up in the UK and entering the tourism industry through travel and car rental, to moving to Australia and stepping into senior leadership roles. The conversation explores leadership, team dynamics, commercial thinking and the challenges of managing tourism businesses through major disruptions such as COVID-19. What you'll take away from this episode • Why leadership in tourism is about empowering teams to succeed • How careers in tourism often evolve through unexpected opportunities • The importance of commercial thinking in tourism operations • Lessons from managing tourism businesses during the COVID-19 pandemic • Why networking and strong industry relationships matter in tourism careers • Advice for professionals looking to move into general management roles It’s funny. It’s honest. And underneath the laughter is a really sharp conversation about what modern tourism leadership actually looks like. About Sarah-Jane Sarah-Jane Tilbury is a tourism leader with experience across travel operations, hospitality and visitor attractions. Her career has taken her from the UK to Australia, working across multiple tourism sectors and ultimately stepping into general management roles. Known for her people-first leadership style, Sarah-Jane focuses on empowering teams, building strong organisational cultures and delivering high-quality visitor experiences while maintaining strong commercial performance. Connect with Sarah-Jane on LinkedIn Connect with Carmen on LinkedIn Organisations and industry references mentioned Hepburn Bathhouse & Spa: https://hepburnbathhouse.com/ Belgravia Leisure: https://belgravialeisure.com.au/ SEA LIFE Melbourne Aquarium: https://www.visitsealife.com/melbourne/ SeaLink: https://www.sealink.com.au/ Tourism Holdings Limited: https://www.thlonline.com Episode Chapters 00:00 Introduction to SJ Tilbury and her tourism career 03:00 Early life in the UK and first exposure to travel 06:00 Starting a career in tourism and travel industries 09:00 Moving into the car rental sector 12:00 Career growth in tourism operations 15:00 Leadership lessons and managing teams 18:00 Moving to Australia and new tourism opportunities 21:00 Working with Tourism Holdings Limited 25:00 Transition into senior tourism leadership roles 29:00 Managing visitor attractions and working with animals 33:00 Empowering teams and leadership philosophy 39:00 Education, conservation and visitor engagement 45:00 Balancing commercial success with team wellbeing 49:00 Navigating tourism operations during COVID-19 57:00 Team culture, leadership and difficult conversations 01:00:00 Career transitions and networking in tourism 01:08:00 Executive roles and industry leadership 01:12:00 The rise of wellness tourism 01:20:00 Advice for aspiring tourism professionals
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