Tourism Matters

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 t

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FAQs about Tourism Matters:

How many episodes does Tourism Matters have?

The podcast currently has 18 episodes available.

Tourism Matters episodes:

April 21, 2026Birgitta March: Languages, Academia & Why Tour Guides Are More Important Than Ever
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
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1h 2min
April 15, 2026Brad Rowe: The Art + Science Behind Memorable Tourism Experiences
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
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53min
April 09, 2026Beáta Szablics: From Hungary to Antarctica, and a New Way of Thinking About Tourism
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
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1h 3min
March 31, 2026 Thomas Worry: From Seasonal Work to a Sustainable Tourism Career
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
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1h 10min
March 24, 2026 Linda Tillman: Why Regional Events Are Struggling (And What Needs to Change)
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
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53min
March 10, 2026 Professor Anne Hardy: Why Tourism Research Matters - Behaviour, Data and Antarctica
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
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1h 13min
March 04, 2026 Matt Scott: Tour Guiding, Product Development and Building a Global Tourism Career
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
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1h 19min
February 25, 2026 Emma Rhoades: Tourism Careers, Networking and Navigating Workforce 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

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42min
February 17, 2026 Sarah-Jane Tilbury, Leadership, Commercial Accumen and do penguins have knees?
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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1h 17min
February 10, 2026 Kate Gibson: Hike Collective, Human Connection and Purpose-Driven Tourism
In the first episode of Tourism Matters for 2026, join Carmen Bold as she chats with Kate Gibson about her journey from horse riding and personal training to founding Hike Collective, a tourism business focused on meaningful outdoor experiences.
Kate shares how Hike Collective began as a mental health initiative built around hiking and connection with nature, and how it evolved into a successful adventure tourism business. The conversation explores the power of human connection in tourism, the role of tour guides in creating memorable experiences, and how the business adapted and grew during the COVID-19 pandemic.
What you'll take away from this episode
• How Kate transitioned from personal training into founding a tourism business
• Why connection with nature, community and self sits at the heart of Hike Collective
• How COVID-19 created new opportunities for local tourism experiences
• The growing importance of tour guides in shaping meaningful travel experiences
• What Kate looks for when hiring and mentoring tourism guides
• Why giving back and supporting the next generation of tourism professionals matters
About Kate
Kate Gibson is the founder of Hike Collective, an adventure tourism company based in Western Australia that creates guided hiking experiences focused on connection with nature, self and community.
Originally launched as a mental health initiative encouraging people to get outdoors together, Hike Collective has grown into a recognised tourism brand. Kate is also passionate about mentoring emerging tourism professionals and contributing to the broader tourism industry.
Connect with Kate on LinkedIn
Connect with Carmen on LinkedIn
Organisations and industry references mentioned
Hike Collective: https://www.hikecollective.com.au/

Episode Chapters
00:00 Introduction and early influences
02:30 Growing up with horses and early career ambitions
05:00 Transition into events and fitness careers
08:00 Moving into personal training and coaching
10:00 The idea behind Hike Collective
13:00 Building a purpose-driven tourism business
19:00 Entering the tourism industry and learning the sector
24:00 Networking and building tourism relationships
29:00 Growth and recognition in tourism
31:00 Navigating COVID-19 and opportunities in local tourism
34:00 The three connections: self, community and place
38:00 Building a strong community of tour guides
42:00 Distribution and understanding tourism channels
46:00 The evolving role of tour guides
55:00 Hiring guides and building the right team
01:00:00 Giving back and supporting the tourism industry
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1h 6min

FAQs about Tourism Matters:

How many episodes does Tourism Matters have?

The podcast currently has 18 episodes available.