Name: Stevie
Surname: Piper
Age: 38
Location: London
Role: General Manager
Company: TourAxis
Get to know the people behind the leaders of some of the travel industry’s top innovative companies. Stevie Piper, General Manager at TourAxis, shares what’s exciting about the future of the company, her happy places, as well as some insights into the company’s core values.
TourAxis, the parent company to Group Tour Shop, Expat Explore, and most recently, TourCademy and PlugPlug, leads the way in keeping up with growing traveller demands by always delivering new technologies and innovative products. Take a look at Stevie’s perspective.
What excites you about the future of the company?
We are growing ever more tech-savvy and analytical and that is exciting to me - we're getting to a place where we are designing and implementing processes that are scalable whilst retaining a people and customer-centric culture. That's going to ensure a bright future for us.
Has any previous career experience helped you in the travel industry?
My whole career has been in travel, and I think it's working in the boutique hotel vertical that has been so impactful for me - I learned powerful lessons about the importance of a strong and recognisable brand and how personal the travel experience is for each customer. They all have different hopes for their trips and reasons for travelling and it's important to consider and speak to that when you serve them. I've carried these lessons throughout my career and it's served me well so far. In short, place the customer at the heart of what you do, and you will go far.
Why does travel strike such a harmonious chord with you?
For me, working in this business speaks to two great loves of mine; a) helping people explore this beautiful world and create lasting memories and connections and b) helping people be the best version of themselves that they can be through my roles in leadership. Nothing gives me more satisfaction than hearing someone talk about a trip that has impacted them positively, and I get a kick from knowing that I have played a small part in making that happen.
Where and when did the travel bug bite?
I think travel has always been in my blood; I grew up listening to stories of family members travelling in the navy and being immersed in stories of explorers and adventurers - I devoured travel books and documentaries (and still do!). I fell into the industry when my family emigrated and I decided to stay behind - I sought out a job that would fulfil that need to explore, and landed in a travel agency.
The moment I knew I had made the right choice has stuck with me forever - aged 19, on my first educational trip to Australia - experiencing jet lag for the first time, stood in the rain in Adelaide and it hit me that I was right where I was supposed to be. I will never forget the magic of that moment.
Could you recommend 3 destinations everyone has to see?
My happy places:
Australia - the diversity of the landscapes and cities, the wildlife, the relaxed approach of the people, the red earth and blue skies. It was my first love working in travel and remains so. You could go there a hundred times without visiting the same places, and no matter what it is you are interested in, you can find it in Australia.
South Africa - I've worked with colleagues in South Africa for a decade now and had the privilege to spend a lot of time there. As a nature lover, it appeals to that part of me as a destination but also the vibrancy of the different cultures with different traditions, cuisines and languages in a single country is so unique and makes it such a special place.
Morrocco - I love that you can take a short flight from Europe and land in a place that is so different from here that it feels like you have travelled to the other side of the world. Morocco feels like an adventure every time, somewhere you can get lost and discover something new around every corner.
What makes the leadership team here so different?
The leadership team here is supportive and collaborative and is the most welcoming I have ever experienced. It's a team that values authenticity and where you can absolutely be yourself. We all have very different backgrounds and experiences and each contributes something unique.
What I love about the team is that we acknowledge those differences and use them to strengthen ourselves - I know who to go to for different strengths than mine, and I know that they will share their strengths willingly. Despite having lots of differences, we also have so many values in common - we got on well and we became friends very quickly. It not only helps us get the job done but makes it more enjoyable too.
How do your core values align with the company’s?
We all interpret them in different ways, but I knew I aligned with ours in my first interview here. I'd met with a few companies, and rejected offers because something intangible just felt "off". And then I met Carl. He was the first person who interviewed me who wanted to know who I was as a person - it was so refreshing and it was the first time someone had spoken to me about values in a meaningful way and not as a tick-box exercise.
How, in your experience, has working in the industry changed in the last decade?
The industry has gone through so much and will continue to as the key thing about working in travel is that you must be adaptable and resilient, able to take the rough and the smooth and be responsive to changes. As the world changes, customers’ needs and wants change and we have to be able to adapt to that.
At the start of the last decade, we were moving to a space where booking travel was more about self-service - online research, user-generated content and technology. Now, we're back to a place where trust and advice are more important - travel consultants have become valuable again and the security, protection and advice they offer are key in helping people make decisions.
Where do you see the travel industry in the next decade?
I hope we will see improvements in technology and the online booking journey, so travel companies can help their clients book via whatever channel they choose, but still offer a level of booking protection, quality guarantees, personalisation and curation so that clients don't need to seek it out themselves.
I think the next generation of travellers will demand more in terms of sustainability and become a real driver of change in aviation, cruising, etc., but also continue to drive up the interest in over-land travel options. Authenticity and cultural immersion experiences will continue to increase in popularity, and having guides with intimate local knowledge will be seen as a necessity. The trend of seeking out lesser-known alternative destinations and experiences in a bid to combat over-tourism will become more prevalent and perhaps open up areas of the world that are less explored right now.
What most excites you about where the company is right now?
We are at a pivotal moment in our history right now and it feels like the appetite to grow and develop is very strong. I love what this represents in terms of career, travel and development opportunities for colleagues at TourAxis. I've already witnessed colleagues earn well-deserved promotions, discover skills they didn't know they had, and push themselves out of their comfort zones. It's exciting to work in a place with no ceiling, where anyone can do anything.
For more about TourAxis, including Stevie’s incredible team, an exciting array of travel innovations, or to get in touch, check out the TourAxis website.
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