From the Head of Sales and your regional Business Development Managers (BDMs) to the dedicated 12-person Customer Service Team (CST) led by industry legend Kate Hood, the Back-Roads Touring and Topdeck Travel team is a wealth of experience when it comes to travel. Travel Monitor had a chat to the group to find out what they do and how they work with travel agents across the industry.
Find out what else they had to say in this week’s Talking Travel.
What does your job involve?
As a collective, the APAC team is the driving force behind trade sales, trade marketing, and customer support for Back-Roads Touring and Topdeck Travel across Australia, New Zealand, and key markets. Our talented team of Business Development Managers (BDMs) are the face of our brands on the ground – building strong relationships, delivering training, and supporting agents across their territories:
- Kyah Tragardh: VIC & TAS
- Candice Paige: WA, NT & SA
- Alastair Esser: QLD
- Rami Alassmi: NSW & ACT
- Gabby Olivier: NZ
- Frank Levely: Key Account Manager for Independents and home based advisors
Supporting them behind the scenes is our dynamic trade team: Savannah Mattushek, who leads trade marketing and communications, and Jaiyden Dodds, our go-to for all things sales support. We’re also incredibly lucky to have a dedicated 12-person Customer Service Team (CST), led by industry legend Kate Hood, who brings over 11 years of experience to the role. The CST operates 24 hours a day, five days a week, with average hold times of under two minutes – ensuring our trade partners receive fast, reliable assistance whenever they need it.
Guiding the sales strategy is Bobby Hale, Head of Sales, while Anna Fawcett, our General Manager, brings a global lens and inspirational leadership to the team.
What do you enjoy most about your profession?
The magic of working in travel is that no two days are the same. For our BDMs, it’s the in-person connections; hitting the road, visiting agents, and sharing the passion for immersive travel experiences. For our support and CST teams, it’s being part of something bigger – helping agents and travellers bring their dream trips to life. Above all, it’s the people. We genuinely love what we do, and it shows.
Why do you think the travel industry is the best place to work?
Because it’s fueled by passion, it’s an industry that brings joy, transformation, and connection – both for our travellers and the people behind the scenes. There’s an unspoken camaraderie among those in the travel industry; we’re all united by a love of discovery and a desire to make experiences unforgettable for our customers.
What are the biggest challenges for you in your profession?
Travel is fast-paced and ever-evolving. For our team, the biggest challenge is staying ahead of change – whether that’s shifting consumer demands, generational change, or evolving agent needs. But this is also what keeps us sharp and innovative.
What do you think are the biggest challenges the industry faces?
Uncertainty continues to be a key issue – from global events to staffing shortages. The industry must also navigate rising costs while maintaining product value and agent trust. Sustainability and ethical travel expectations are also rising, which calls for genuine, long-term commitments.
What do you think will be the biggest game changer in the travel industry in the next 12 months?
The demand for hyper-personalised, meaningful experiences will only grow – driven by smarter data and a desire for authenticity. Destinations that offer slow touring, cultural depth, and local-first experiences – the kind of travel Back-Roads has always championed – will be more relevant than ever.
What destination/travel trend do you think is the next big thing?
We’re seeing a major rise in lesser-known European regions – like Northern Spain or rural Italy – as travellers seek authentic, off-the-beaten-path experiences. Back-Roads Touring’s newest product, A Taste of Medieval Italy, is a perfect response to this. It taps into the desire for meaningful, slow travel with depth and heart.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
Responsible travel is at the heart of what we do at Back-Roads Touring. Our itineraries are built around smaller group sizes, locally owned accommodation, and authentic, community-led experiences that ensure our presence benefits the destinations we visit.
What is your must-pack travel item(s)?
As a team of road warriors and adventurers, there’s a shared love for practical (but essential) items: portable chargers, reusable water bottles, and a solid pair of walking shoes.
Who would you invite on your next holiday if you could choose anyone and where would you go?
There’s been some very serious internal discussion about convincing Anna to let the APAC team “product test” our newest Back-Roads itinerary, A Taste of Medieval Italy. Strictly in the name of quality control, of course – someone has to ensure the wine, truffle pasta, and Tuscan sunsets meet our standards. It would be an ideal opportunity to connect as a team, experience the product firsthand, and return with deeper insights (and maybe a few extra suitcases of pecorino). We’ll even promise to leave the laptops behind – probably.
