Flight Centre’s Rosie Loxley management style is a lot like her approach to travel: Staying open-minded, learning from experience and always exploring. But the winner of the Most Outstanding Travel Agency Manager gong at the 2024 National Travel Industry Awards (NTIA) isn’t just a travel agency manager; she’s a visionary leader with a passion for travel and a knack for inspiring her team. And while her career at Flight Centre has already spanned nearly a decade, there’s plenty more to come.
What does this award mean to you personally and professionally?
Winning this award is incredibly meaningful to me. I’ve dedicated my entire adult life to the tourism industry, nine years of which have been at Flight Centre.
This recognition feels like validation for all the hard work, hours, and dedication I’ve poured into my career – knowing it’s had a real impact.
Being named the most outstanding store manager isn’t just an honour – it’s a reminder that I’m on the right path, doing work that truly makes a difference. I feel immensely proud and grateful for this acknowledgment.
To what do you attribute your success?
I’d say my success boils down to two things: a passion for the travel industry and a commitment to continuous growth.
You get into this industry because you love travel and the opportunities that it can present you with, and you stick with it because you love being able to share the world with others. If you don’t love it, you’re probably on the wrong flight!
On top of my Bachelor of Business in Tourism Management, I went back for a diploma in leadership and management because, apparently, I’m a glutton for professional development!
Honestly, I’m always looking for feedback and ways to get better at leading my team – it’s a mix of passion and a drive to constantly improve. This approach has helped me adapt quickly, steer my team well and actually make a difference in the field I love.
Do you have some advice for any aspiring travel agency managers?
Start by asking yourself what kind of leader you really want to be. Think about the managers who’ve inspired you – and maybe a few who haven’t! And get clear on the kind of impact you want to have.
Step into leadership with purpose, and make sure your goals line up with the type of culture you want to create.
I think everyone wants to lead with grace and genuine care. If you show your team that you have their backs, they’ll want to give you their best in return.
Seek out leaders who are respected and loved, and learn from them. And don’t be afraid to jump in! Embrace the learning curve – you’ll figure it out as you go.
What are you most excited about that’s coming up for travel or your sector?
I’m excited to see how the travel industry is evolving to meet the demand for more sustainable and authentic experiences. More and more, companies are recognising that travellers want options that allow them to reduce their environmental impact and travel responsibly. It’s no longer just a niche – it’s becoming a key factor in buying decisions.
People don’t want the guilt of feeling like their travel choices have harmed the environment, and I think that’s driving meaningful change.
I’m genuinely excited to see sustainable travel products becoming more accessible and prominent. It’s a great shift for the industry, and I’m thrilled to help people make choices they can feel good about.
What does the future look like for you and your business?
For me and my team, the future is about continuing to build on the passion and expertise we already have. This team is already filled with travel enthusiasts who are truly committed to customer service, and my goal is to keep developing their knowledge so they can bring even more value to our clients.
I’m dedicated to leading in a way that fosters growth and supports each person’s strengths, so together we can create richer, more personalised experiences for our clients – because those unforgettable trips don’t just happen by accident!
I’m always on the look out for new challenges and ways to push the envelope. Whether it’s diving into innovative projects or bringing fresh insights to the table, I’m all in when it comes to making our client experiences unforgettable.
My goal is to ensure that each trip we plan doesn’t just meet expectations but knocks them out of the park. After all, travel should feel like a dream come true, and that’s exactly what we aim to deliver.
What do you love most about your job and the travel industry?
It might sound cliché, but honestly, I love watching my team grow and step into their potential.
There’s nothing like bringing in someone fresh from their first trip around Europe – still starry-eyed from their gap year adventures – and helping them find their path in this industry. Seeing them go from that ‘I just got back from my first big trip’ excitement to becoming strong, capable leaders is just fantastic. Maybe that’s also why I’m so hooked on planning holidays.
Flight Centre’s vision to open up the world for those who want to see it really resonates with me. Travel has an incredible way of expanding horizons, shifting perspectives and sparking curiosity. It’s not just about getting people from A to B; it’s about helping them learn, discover, and reach new heights on their journeys.
So whether it’s my clients or my team, there’s nothing better than helping people embrace all the possibilities that travel can offer.
Read our wrap of NTIA 2024 including all the winners here.
Flight Centre global leaders from Canada, UK, South Africa, NZ and Australia recently had a swell time at sea on board Pacific Encounter (soon-to-be renamed Carnival Encounter) for the recent 2024 Flight Centre Strategic Leadership Conference. Read about that here.
For more information on Flight Centre, click here.
