Michelle Nickelson has enjoyed a career in the travel industry that has spanned over thirty years, primarily in airline roles. Michelle is no stranger to change, particularly in recent years and even prior to Covid, and she is still working in the industry she loves but has diversified and moved to new roles that suit the current climate.

A multiple award winner, Michelle knows what it takes to work hard and provide exceptional service, and this has been recognised several times with a number of prestigious national travel industry awards being awarded to her in recent years. She is loved by her clients and peers, and strives to deliver her best each and every day.

Michelle is dedicated to family, her clients and fellow industry colleagues, always looking for a way to make a positive impact and make a difference.

Michelle, you’ve had an exciting career to date and have worked in a few roles over the years but all in the travel industry… tell us about your journey?

After school I enjoyed working six months at World Expo 88.  This is where I got my first taste of what the world had to offer.  I had never travelled overseas as a child so I was mesmerised by what I saw and experienced at Expo 88.  Meeting people from all over the world, learning different counties as I sat in the pavilions during my lunch hour.  Working at Expo made me realise that I was a ‘people person’ and that I wanted to travel and explore the world.

After college I landed a work experience role at Malaysia Airlines in Brisbane, I ended up staying there 20 years.  Various sales roles were had over this time, all of which had me working directly with the travel trade. Many trips to Malaysia were taken, my ‘Shopping Tips to KL” became a ‘must have’ item when travelling to KL. It was during this time that I got married and had two beautiful children whom I consider to be my greatest achievements.

After Malaysia Airlines, I joined the amazing team at Finnair for four years  and this to me was a turning point in my career. This is where I first got noticed at the National Travel Industry Awards after becoming a finalist for the Best Sales Executive in Australia.

Four years at Air New Zealand followed and working for a company like Air NZ where they truly value their staff and their hard work, I found myself winning numerous Leadership Awards including “Know Your Customer”; “Passion for People” and their Global Icon Award. The Awards that my customers awarded me throughout my time at Air NZ,  “ Airline BDM of the Year”, “ BDM of the Year”, National Travel  Industry Awards 2018 Winner Best Sales Executive meant so much to me because when I started out as an 18 year old travel industry wannabe  I had a belief that I could deliver exceptional customer experiences if I committed to driving a customer-first focus in my job.  Throughout my 30+ years in this industry that has never wavered.

The effects of COVID on the travel industry meant that I finished my role at Air New Zealand but I am excited to have joined the team at Alliance Airlines as their Sales Development Manager!  I am back doing what I love, driving trade engagement for Alliance Airlines whilst they commence new domestic services to Proserpine, Moranbah and  Sunshine Coast to Cairns and Canberra to Sunshine Coast/Cairns.

I am also a Brand Ambassador for Outback Queensland  Tourism Association. I have quickly learnt about dinosaur fossils, beautiful national parks and also outdoor bathtubs in the Outback!  Who would have thought that all of this was possible after selling international tourism for so long… Embrace change as you don’t know where it will lead you!

You have always delivered the highest level of customer service, can you share three tips on how people can turns their customers into raving fans?

1. Be authentic
2. Believe in your brand.
3. Be different, stand out in the crowd.

What career or personal achievement are you most proud of?

Winning the highly esteemed Air New Zealand Global Icon Award in my second year at Air New Zealand. Being called a “RockStar’ by the then CEO.

Personally, my family  are my greatest achievement!  My children are  good people with kind hearts, I am proud of them.

You have won a number of prestigious awards that demonstrate your achievements – what do you feel is the biggest key to your success?

Keeping my Customer focus. Through everything I do, I always put myself in the shoes of my customer. I have come to understand that my role is not just about growing sales.  There are much bigger reasons for doing what I do: building partnerships and working together to create a strong, healthy partnership with the trade .

I am passionate and committed to my job, passionate about my own brand, passionate about the travel industry.

How have your dealt with the current Covid challenges which have impacted so many in our great industry? Have you had to diversify?

I was determined from the start to ‘pivot’ into something new.  I have had to be open to change, I have had to rebrand myself, back myself and be hopeful, motivated and positive.

I certainly have had to diversify my skills I have spent a lifetime in International Aviation. The opportunity to now work for Alliance Airlines  has allowed me to use my sales skills, however I love the fact that I am learning about domestic tourism, Fokkers and Embraers!

And what’s next on the agenda for Michelle Nickelson?

I am going to enjoy the change and the new opportunities that have been bestowed to me.

Favourite movie and why?

Breakfast Club, a movie released in the early 80’s; great cast; great music, great story.

What’s one thing that you do for yourself every day?

Spend 40 mins in the morning exercising (before the family wakes up).  Great for my mental & physical health. Healthy body, healthy mind.

What mantra do you live by?

Love what you do!

To find out more about Michelle head to:

LinkedIn
https://www.linkedin.com/in/michelle-nickelson-5882a039/