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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The Business of Tourism - Lisa Pagotto on Shark Tank, Learning to Fly and Building Crooked Compass
Episode 29
Wednesday, September 2, 2026 • Duration 59:03
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.
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.
Jason Gelineau on Luxury Cruise, Guest Experience and the Power of Your Network
Episode 28
Wednesday, August 12, 2026 • Duration 01:00:25
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.
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.
The Business of Tourism - Alex Dykman on building Maverick Tourism, assembling a great team and digital change
Episode 27
Wednesday, July 29, 2026 • Duration 01:01:54
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
Molly Dobbins: Connecting Classrooms to Tourism Careers
Episode 26
Wednesday, July 8, 2026 • Duration 47:10
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.
James Coughlan: 25 years in cruise, from galley to gangway and into the world of entrepreneurship
Episode 25
Thursday, June 18, 2026 • Duration 01:07:10
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.
Stephen Ekstrom: Learning, Storytelling and Better Tourism Experiences
Episode 24
Thursday, June 11, 2026 • Duration 50:16
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
Solo Episode: Tourism Careers Have a PR Problem
Episode 23
Wednesday, May 27, 2026 • Duration 15:04
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.
Professor Judith Mair: Motherhood, Migration and a Career in Tourism
Episode 22
Wednesday, May 20, 2026 • Duration 51:01
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.
Hannah Pearson: Travel, Startups and Building a Business Through Crisis and Consistency
Episode 21
Wednesday, May 13, 2026 • Duration 51:39
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.
Carmen Bold: From Bungy Jumping to Supporting Entrepreneurs, my Tourism Career, Built One Opportunity at a Time
Episode 20
Thursday, May 7, 2026 • Duration 01:04:53
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.
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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.
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.
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.
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
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.
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
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.
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
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.
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
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
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.
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
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
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
