Michelle Caldwell

Luxury isn’t just about marble bathrooms and rooftop bars. It’s about how guests feel in the first ten minutes after they arrive. And when check-in queues stretch out the door at peak arrival time, it’s a reminder that visitor experience is still won or lost at the front desk - even in five-star hotels.

Let’s be real for a second: not everyone is comfortable with sales. In fact, for many tourism operators, the thought of asking someone to buy your product or experience feels awkward, uncomfortable, even a little pushy. But here’s the good news - you don’t need to turn into a slick salesperson to succeed in sales

From concept to confetti – my time as convenor of the 2025 Unison Great Lake Taupō Business Awards was a masterclass in bringing a community together. Three events, record-breaking engagement, and countless personal touches made this Awards series one to remember – from a fairy light tunnel entrance to surprise ice cream carts, custom winner walk-up songs, and a People’s Choice category that drew over 4,500 votes.