| | 19HOSPITALITY BUSINESS REVIEWJUNE 2025physical documents. Passport-free boarding and iris recognition are already used at select airports, with further acceleration expected in the coming years. These transformations will continue to play a critical role in shaping the future of the travel industry.What strategies do you employ to retain and develop top talent within your team, ensuring their long-term success and growth?At Flight Centre, the `Brightness of Future' program is a key part of our culture. It facilitates regular, personalized conversations between employees and their managers, mentors or senior leaders. These discussions focus on career growth, personal development and future aspirations and are tailored to individual goals such as career progression or expanding current roles.Flight Centre's global presence and diverse portfolio provide exceptional growth opportunities. Team members can explore roles across regions or transition between corporate and leisure brands, We have established AI Centers of Excellence to implement AI-driven solutions. They simplify the shopping and booking process with seamless, intuitive and efficient solutions, positioning us at the forefront of this industry evolutiongaining exposure to different markets. Employees also value collaborating with external partners, including airlines, hotel chains, rail companies and technology providers, enhancing their professional skills.This focus on development and external opportunities has fostered strong employee retention and satisfaction. Now operating at or above pre-pandemic staff numbers, Flight Centre continues to attract top talent, providing a supportive environment where individuals thrive and contribute to the success of our team and the broader travel industry.What advice would you offer to your peers in the industry for achieving success or strategies they should implement?My key advice is to immerse yourself in the details--get your hands dirty. Early in my career, I worked in revenue management, which gave me insight into operations. Later, in distribution, I dove into APIs, learning their functions and requirements for seamless integration. This deep understanding has proven invaluable.For example, during a recent call with a major airline, my technical knowledge allowed me to understand the conversation and communicate the implications effectively.If you are starting out, find an area you are passionate about and dive in. Becoming an expert through hands-on experience builds both knowledge and credibility, which will serve you well in your career.
< Page 9 | Page 11 >