Author Archives: Genevieve Matthews
Unlocking Sales Success: The 3 Key Factors Every Tourism Business Must Master
When it comes to optimising sales and getting the most out of your marketing and sales activities and team productivity, think about it in terms of these 3 key factors. Factor 1 – Leads – how many leads are you and the business getting weekly? Is this being tracked for individuals, as a team or…
Harnessing Holiday Longing to Attract Visitors
In the world of tourism, there’s a powerful yet often overlooked concept that can be leveraged to attract more visitors to your business: Vacation Deprivation. This phenomenon, where individuals yearn for a holiday but struggle to take one, presents a unique opportunity for tourism business leaders to stand out and cater to the desires of…
The Power of Leadership Confidence: Harnessing Certainty for Tourism Business Success
Confidence, a topic of great interest, plays a pivotal role in the world of leadership. For tourism business leaders, striking the right balance between certainty and doubt can make all the difference. Let’s explore the significance of leadership confidence and I’ll offer actionable insights for tourism professionals to bolster their assertiveness and decisiveness. The Crucial…
Key Takeaways from the NoVacancy Conference: Insights for Tourism & Hospitality
Last week I attended the NoVacancy Conference held at the ICC in Sydney. With an impressive show floor exhibiting innovative solutions to technology, design and distribution, it certainly had something for everyone. In particular, I was drawn to the range of expert speakers and panels presenting throughout the 2 day across a range of topics…
The Power of Exceptional Customer Service in Venue Selection: Insights for Tourism Leaders
In the ever-evolving landscape of the tourism industry, customer service remains the cornerstone of success. As I find myself in the midst of choosing event locations and finalising arrangements for our upcoming Growth Intensives, the pivotal role of exceptional customer service becomes strikingly apparent. Let’s delve into this journey through venue selection, where the narrative…
Clutter Clearer rather than Chaos Creator
Too much on your mind? Being pulled from pillar to post? Feel like you end up distracted, and never able to finish anything? It can look and feel a bit like chaos. When you’re leading a team, growing a business, looking after customers and clients, it can be very busy being all things to everyone…
Maximising Productivity: A Guide for Busy Tourism Professionals in Fast-Paced Environments
Every moment counts, doesn’t it? Time isn’t growing on trees. We all only have 24 hours in a day. Time is a VERY precious resource. As a busy tourism professional working in a fast-paced environment, mastering the art of productivity is essential. Today, we’ll delve into three key strategies to help you make the most…
Listening for Customer Wants, Desires, Fears and Frustrations
Back in July school holidays, we had the MOST amazing family holiday to Cairns and surrounds. We’ve been before and this time was special. We mixed up the wants and desires of family members. We took care of fears and frustrations. This meant – we had everyone’s needs met. We had rest days / pool…
A Quick Tip on Prioritising Health
Last week at a Goal-Setting Workshop for clients, I was blown away by the number of people in the session who wanted to work on their personal goals over and above their professional (work or business) goals. It showcased a real need for people to create and have time to sit down and think about…
Getting the Best out of Your Goal Setting
The divide in the room was fascinating. Half the room wanted to work on 12-month goals, a few were able to look at 3 and 5-year goals, and the rest were barely able to think about tomorrow, let alone in 3 months time. Goal setting is a very personal thing, yet when required to do…
Little Touches make a Big Difference
It was a simple green blanket. Not sure if it was the choice of green or the texture and warmth it exuded, however, I let out a very large sigh of relief and pleasure walking into this hotel room. In fact, there were many sighs of pleasure during this recent stay in regional NSW,…
Mastering Difficult Personalities: Unleashing Positive Intelligence for Effective Leadership
With the dynamic and evolving industry that tourism is, I believe exceptional leadership is the cornerstone of success. As leaders in the tourism industry, it’s not uncommon to encounter challenging personalities within your team. These situations, while uncomfortable, hold valuable lessons and opportunities for growth. For individuals, a team and a business. Let’s delve…
Leadership Success: The Fusion of Discipline and Purpose
In the realm of tourism, where challenges and opportunities weave an intricate tapestry, the climb to leadership greatness often stems from a delicate balance between discipline and purpose. Neither can exist solo or drive us to succeed separately. These two pillars, when interwoven skillfully, propel tourism business leaders to unprecedented levels of growth and…
Chat GPT on Leadership – A Must Read
Anyone else loving Chat GPT? The content creation in all forms of speeches, checklists, blogs, instructions etc. Seriously I’m loving it. I find it quite a phenomenal concept after years of being in sales, marketing, product development and leadership. It does take time to personalise, ask great questions, tweak and then polish it all up,…
Seizing Opportunities: Unleashing the Potential of Existing Talent for Tourism Business Growth
As the entire industry grapples with global staff shortages, I’d like to suggest it’s time to shift perspective and embrace a new approach. Rather than fixating on shortages, and the constant search for new staff, what about if the focus could be on the untapped potential existing within current team members? Are we fully aware…
How To Improve Leadership Confidence
One of the most frequent conversations I have with clients is about “How to improve Leadership Confidence”. It’s rare that in the beginning, because people always like to show me they’re confident and they have the “S$%T” together. Yes truly. However quite rapidly within a session or two, once the facade drops and raw honesty…
Difficult Conversations Made Easier
No matter how hard difficult conversations are, they only become easier with practice. In coaching sessions, when we have our accountability calls, I’ll follow-up and ask “How’d that conversation go with Mary, Tom or Sally….” (insert name of a person for said difficult conversation). I love hearing the responses, the progress, the hiccups and the…
Setting Staff Up for Success
Let’s imagine for a minute this is Chris and it’s a Tuesday night. It’s early, only 5:30 pm at the bar, however, suddenly 120 people descend and service is required. There is only 1 bar person on duty….. Chris. Now there are a few scenarios possible. Scenario One: Chris is amazing, and able to look…
Strategies For Dealing with Staff who are Closed to Change
Are you in a leadership role with some very long-term staff members? It can have its benefits and challenges. Growing a business requires developing people because for a business to grow the leader and team must grow. They go hand in hand. However, what do you do if you’re implementing change, new ideas, and initiatives,…
“Aloha” … You had me at hello
Made famous by Renee Zellweger and Tom Cruise in the movie Jerry Macguire in ‘96, the expression “you had me at hello” has never been more important for tourism businesses. The initial connection and rapport – a truly genuine and heart-felt hello and welcome is fundamental to the customer’s experience. Whether it’s via telephone, in…
Case Study:
The training was engaging and we had a great group to work with throughout the program. I feel better equipped to manage my stress at work. I am now more focused and better at setting priorities.
Wildlife Coast Cruises
Jess Patman
and Brett Lacco
Case Study:
I learnt a lot about communication and adaptability. Particularly how to find middle ground with people. I learnt a lot about how to deal with challenging behaviours with external stakeholder relationships.