In a groundbreaking event, the Council of Australian Tour Operators (CATO) hosted its inaugural Crisis, Risk and Resilience Conference on Monday, delivering essential lessons for navigating the challenges of a post-pandemic world. With an impressive lineup of speakers and insightful sessions, this conference gave tour operators the strategic tools and knowledge needed to thrive in the current landscape and beyond.
Liz Anderson with Michael Gazal
The conference started with an invigorating presentation by renowned speaker and trainer MC Mark Carter. Drawing upon his extensive experience as a tour leader trainer with Contiki Holidays, Carter delved into risk scenarios and crisis management, setting the stage for a day filled with invaluable insights.
Chad Carey and Meg Hall of Chimu Adventures shared a moving account of their experience evacuating hundreds of guests from South America at the height of the pandemic. Their presentation underscored the importance of connections and strategic communication during times of crisis, highlighting the need for effective contingency plans.
Ian Gerard from the DFAT Consular and Crisis Management Division shed light on the crucial role played by the Australian Government Crisis Management Framework and DFAT’s dedicated Crisis Centre during the pandemic. His comprehensive overview gave attendees a deeper understanding of crisis management strategies and protocols.
Aaron Zoanetti
Addressing the legal aspects of the travel industry, CATO Board Member Aaron Zoanetti, a prominent lawyer and travel law specialist from Pointon Partners, discussed the significance of planning and duty of care to customers. Zoanetti’s session delved into the responsibilities and liabilities of travel agents versus principals, offering valuable insights on mitigating personal and commercial risks.
Brad Kelly and Michael Truong from Gow Gates Insurance stressed the importance of assessing organizational vulnerability during times of crisis. They emphasized the value of insurance as a risk management tool and provided practical advice on safeguarding businesses.
BJ, Sean and DB with FCTG HQ Execs
Greg Hay, Head of Operations at Sydney Airport, shared fascinating insights into disaster preparation and emergency plans. Hay’s presentation highlighted the critical role of communication, preparedness, scenario training, and continual investment in ensuring the safety and well-being of airport personnel.
The morning session concluded with Silver Sponsor Ebury Partners addressing foreign currency exchange risk and offering potential solutions. Their expertise gave attendees valuable knowledge on managing currency fluctuations and minimizing financial risks.
The afternoon session took a deep dive into cybersecurity, with Nik Devidas of Rock IT as the keynote speaker. Devidas emphasized the importance of fostering a secure culture within organizations, strategic planning, and data-driven decision-making. CATO members were offered complimentary cyber incident response plans and opportunities for Security Awareness Training and Cyber Security Assessment.
A panel discussion featuring industry leaders from various sectors explored the shifts in travel destination priorities, emerging technologies, and current trends in a post-pandemic world. The discussion provided invaluable insights into the resilience of tour operators and the growing trend of purposeful travel.
Dennis with Mark Carter
Allisa O’Connell, Head of People and Culture at the Flight Centre Travel Group, shared a candid evaluation of her personal experience in crisis leadership. O’Connell focused on the crucial role of data, communication, and trust within a team, emphasizing their significance in effectively managing crises.
The event culminated with a thought-provoking wrap-up session led by MC Mark Carter and CATO Chair Dennis Bunnik. The closing remarks emphasized the importance of communication, continuous learning, and trust within teams, underscoring the critical takeaways from the conference.
Brett Jardine, Managing Director at CATO, expressed gratitude for the overwhelmingly positive feedback from attendees and industry professionals. Jardine noted that the meticulous planning and dedication resulted in an exceptionally insightful and engaging event, with speakers generously sharing their valuable expertise and planning processes.
With CATO’s Crisis, Risk and Resilience Conference as a catalyst, tour operators are equipped with the knowledge and strategies to successfully navigate the complexities of a post-pandemic world. Tour operators can forge a path towards a resilient and thriving future by leveraging the lessons learned and implementing the best practices discussed during the conference.
Written by: Jill Walsh
