Stories Archives - The Big Red Group

BRG Experience Operator: Botanic House

From Garden to Plate: How RedBalloon and Botanic House Serve Up Unforgettable Dining Moments

What distinguishes Trippas White Group in Australia’s hospitality landscape is their exceptional portfolio of venues that are destinations in their own right. From the Royal Botanic Gardens Sydney to the Yallamundi Rooms at the Sydney Opera House, Taronga Zoo, the National Gallery of Australia, and the Australian War Memorial – each location offers a unique story deeply connected to place, history, and culture.

“Our unwavering focus is on crafting bespoke dining and event experiences that honour the essence of these surroundings,” explains Hoanh, General Manager of Botanic House. “Whether you’re dining with views over Sydney Harbour or hosting an event surrounded by Luscious trees in the gardens, every detail is designed to create lasting memories.”

Spotlight on Botanic House: Where Nature Meets Culinary Excellence

Among their impressive collection of venues, Botanic House stands as a shining example of the Trippas White Group philosophy. Nestled in the heart of Sydney’s Royal Botanic Gardens, this hidden gem offers an experience that feels “discovered rather than visited.” Guests meander through lush greenery, past ancient trees and blooming flowers, arriving at a stunning pavilion with breathtaking views of the gardens and Sydney Harbour.

In partnership with renowned chef Luke Nguyen, Botanic House offers a menu that seamlessly blends Eastern flavours with native Australian elements – each dish reflecting the vibrant botanicals and colours of the surrounding gardens.

“Our vision at Botanic House has always been to turn dining into a true sensory experience – where every dish connects guests to the beauty of the gardens and the richness of native ingredients. My cooking blends Vietnamese roots with an Australian ingredients & local produce, and it’s incredibly rewarding to see this captured so well and shared through important partnerships with platforms like RedBalloon.”
Luke Nguyen – Culinary Director, Botanic House

Chef Luke generously shares one of his signature recipes – Beef Tossed with Wild Betel Leaf and Lemongrass: Bò Xào Lá Lốt.

At Botanic House, Ambassador Chef Luke Nguyen draws deep inspiration from his heritage, crafting dishes that celebrate the vibrancy of Vietnamese cuisine through the lens of Australia’s finest local produce. His approach is rooted in tradition yet reimagined with creativity, shaped by a lifetime of culinary exploration and a passion for storytelling through food. This dish embodies Luke’s signature style – bold, fresh, and authentically personal.

Download recipe here >

“We’re incredibly proud of our ongoing partnership with RedBalloon. Year on year, they’ve consistently delivered strong results across lunch, dinner, and picnic experiences at Botanic House. Since 2021, we’ve seen steady growth and renewed engagement, with RedBalloon playing a key role in reconnecting guests with our venue. What began as a modest stream of bookings has evolved into a powerful driver of awareness and visitation. The partnership has gone from strength to strength, and we’re excited to see it continue to flourish.”
Trippas White Group

Sustainability at the Core

For Trippas White Group, sustainability isn’t merely a trend but fundamental to their operations. At Botanic House, every menu features carefully curated seasonal, locally sourced ingredients, supporting regional farmers and producers who share their commitment to ethical practices.

“We see the Royal Botanic Gardens not just as our backdrop, but as our muse,” Hoanh shares. This philosophy extends beyond the plate – from personalised service to event hosting, they create experiences that feel intimate, thoughtful, and deeply connected to nature.

Responding to evolving customer preferences, they’ve expanded their offerings to include refined hamper options, allowing guests to enjoy their culinary creations while picnicking on one of the many picturesque lawns within the gardens. This adaptation reflects their commitment to value and meeting changing customer needs.

The Big Red Group Partnership: Two Decades of Shared Growth

The 20-year partnership between Trippas White Group and Big Red Group stands as a testament to the alignment of core values between both organisations. “Both Trippas White Group & Big Red Group have a lot of similarities as we both deliver tailored experiences for our patrons,” says Hoanh, General Manager.

This collaboration has significantly expanded their market presence year after year, with experiences tailored to market needs. The partnership has been particularly valuable in introducing new customers to Trippas White Group venues through gifting experiences – creating a powerful word-of-mouth engine that drives continued visitation.

What Makes the Difference?

When asked what makes the customer experience so special, Hoanh, points to their attentive staff who excel at accommodating dietary needs and recognising special occasions. This attention to detail, combined with the stunning venues and exceptional cuisine, creates the memorable experiences that generate consistently positive feedback from Big Red Group customers.

For Trippas White Group, the partnership with Big Red Group offers unique value through expanded market reach to audiences beyond their traditional channels. They particularly appreciate Big Red Group’s quick response times, proactive product promotion, and true partnership approach.

“We’re not just another listing in their catalogue,” they emphasise. They appreciate that the Big Red Group team champions the Trippas White Group venues, understands the unique value proposition, and actively works to showcase their experiences to the RedBalloon audience. This collaborative approach has transformed what could have been a transactional relationship into a genuine strategic partnership that has flourished for over two decades, driving mutual growth and delivering exceptional experiences to customers across Australia.

Our RedBalloon gifting pages have seen a 70% increase in revenue over the past year, highlighting our leadership in the gifting market.

Through venues like Botanic House, Trippas White Group shows how authenticity, attention to detail, and a deep connection to place can create hospitality experiences that truly stand apart – making them an ideal partner for Big Red Group’s experience platforms.

“Our partnership with RedBalloon has opened doors to customers we may never have reached otherwise. The platform understands how to tell our story and connect us with people seeking the exact experiences we offer.”
Trippas White Group

Ready to Grow Your Business with RedBalloon?

The success of Botanic House and Trippas White Group demonstrates the transformative potential of partnering with RedBalloon. For hospitality venues and experience providers looking to expand their reach, tap into new customer markets, and benefit from a proven marketing experience platform, the opportunity is huge.

Start expanding your reach with Big Red Group and join successful partners like Trippas White Group. Discover how our experience platforms can help showcase your unique offerings to a wider audience.

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Big Red Group partners with the City of Melbourne

Big Red Group to head up City of Melbourne’s new tourism booking service Our partnership with the City of Melbourne

Thursday, 27 February, 2025 (Melbourne, Australia) – After a competitive tender process, The City of Melbourne is excited to announce its partnership with Big Red Group on its new tourism booking service, making it easier for visitors to explore the city.

Designed with the 14.9 million tourists who visit Melbourne annually, the Experience Booking Desk run by Experience Oz will make it easier and more enjoyable to explore everything Melbourne and Victoria has to offer.

Located at the Melbourne Visitor Hub at Melbourne Town Hall, the new service expands on the hub’s offerings, providing visitors with the ultimate one-stop shop to experience Melbourne, from guided tours to transport services, and local attractions.

The Desk will be staffed by friendly local experts, who will provide free detailed recommendations, tailored itineraries, and on-the-spot bookings for a range of activities and experiences, whether they’re accomplished travellers, Melbourne locals, or first-time tourists.

Key services offered at the new Experience Booking Desk include:

Tour Bookings: Explore Melbourne’s celebrated sites and hidden gems with curated walking tours, bus tours, day trips, and cultural experiences led by knowledgeable guides.
Transport Assistance: Get support with all your transport options, including airport transfers, public transport passes, car rentals, and ride-sharing services as well as your wider booking needs.
Attraction and Event Tickets: Reserve tickets for Melbourne’s top attractions, experiences, events, and festivals, including galleries, museums, sporting events, and live performances.

According to the City of Melbourne’s latest Melbourne Economy Snapshot, Melbourne is Australia’s number one city for interstate spending and visitors, providing significant opportunities for local businesses to thrive. The Snapshot also revealed that between September and December last year, international and interstate visitors generated two-thirds of Melbourne’s total visitor spend.

City of Melbourne Lord Mayor Nick Reece said:

“We are thrilled to partner with Big Red Group to offer this new service to the more than 14.9 million visitors who visit Melbourne each and every year.”

“Our friendly team of experts at the Melbourne Visitor Hub already deliver top-tier services to travellers – offering local insights and the best ways to discover Melbourne like a true Melburnian.”

“As Australia’s top city for interstate spend and visitors, the new booking desk will allow our local experts to provide more personalised itineraries and on-the-spot bookings to ensure visitors can enjoy a seamless, stress-free stay in our beautiful city.”

David Anderson, Co-Founder and CEO of the Big Red Group said:

“At Big Red Group we live and breathe our ethos of stories over stuff, which is why we’re delighted to work with The City of Melbourne to ensure visitors to the city have an experience they’ll cherish forever.”

“Being part of the hub also means we have a fantastic opportunity to spotlight the 45,000 small-business operators in Melbourne – 637 who operate in the state through the Big Red Group Network – and are ready and raring to share their passion for the city and all it has to offer.”
Visitors can access the Experience Booking Desk by visiting the Melbourne Visitor Hub at Melbourne Town Hall. For more information, visit the City of Melbourne.

BRG Experience Operator: Glaze Galleria

Shaping Success: How a Small Pottery Studio Built Community and Thrived with Big Red Group

In the heart of Drummoyne, Sydney, nestled among bustling shops and cozy cafes, lies a gem of creativity: Glaze Galleria. Opened in 2021, this pottery studio began as a simple dream – a way to bring people together, share the joy of clay, and build a community around the art of pottery.

From Garage Hobbyist to Studio Owner

For Bruna, the founder of Glaze Galleria, pottery started as a personal passion – a hobby she practiced at home. “I began in my garage,” she recalls. “But I wanted to do more. I thought, if I open my own studio, I can create a space for classes, work on my own pieces, and still get to play with clay.”

The leap from hobbyist to business owner didn’t happen overnight. Bruna spent weekends at local markets, selling her handmade ceramics. Customers frequently asked the same question: “When are you going to offer pottery classes?” The question stuck. Bruna decided to stop wondering and start planning. Armed with a kiln, a small but inviting space, and a lot of determination, Glaze Galleria officially opened its doors in May 2021.

A Studio with Heart

At Glaze Galleria, pottery isn’t just about making something beautiful – it’s about creating connections. The studio offers a variety of experiences, from beginner wheel throwing classes to custom ceramic workshops. For Bruna, the joy of pottery lies in watching people discover the art of working with clay.

But like many small businesses, the early days weren’t without challenges. Demand was unpredictable – some weeks were packed, while others were quiet. Balancing bookings, managing schedules, and maintaining steady revenue was a constant juggling act.

The Solution was with Big Red Group

A couple of years into running her studio, Bruna started looking for ways to smooth out the ups and downs. That’s when she remembered RedBalloon by Big Red Group, a platform she’d heard about before. “It felt like the right time to give it a try,” she explains.

What attracted her was the low-risk model. “I liked that I only paid when someone booked – it was very attractive to me,” Bruna says. Partnering with Big Red Group’s RedBalloon was transformative. By partnering with a platfrom that specialises in gifting experiences, Glaze Galleria reached an entirely new market.

“It’s been amazing to see my pottery classes being gifted to people,” Bruna shares. “It brings in customers who might not have found me otherwise.”

New Audiences, New Opportunities

RedBalloon helped Glaze Galleria connect with people who might not have found the studio otherwise. “It’s opened up a whole new audience for me,” Bruna shares. “What’s great is that those customers often come back for another course – or even become regulars. It’s such a great way to bring people through the door without spending a lot on advertising that might not work.”

What stood out most to Bruna was how Big Red Group goes beyond simply selling her experiences. “In a recent meeting with my Market Manager Amy Vickers, she mentioned Big Red Group has a new eCom Solution that can help grow my direct bookings,” Bruna recalls. “The fact that they’re leaders in the market means they have expertise across different areas that can really support my business. It’s not just about listing my experiences – they have tools and knowledge that help me grow in other ways too.”

This holistic approach, combined with RedBalloon’s reach, has been a game-changer for Glaze Galleria, helping the studio thrive in ways Bruna hadn’t expected.

Unlocking Long-Term Growth with Big Red Group’s Expertise

Beyond the successful growth in bookings, partnering with Big Red Group offers long-term growth opportunities that extend far beyond just listing on the platform. The team’s deep industry knowledge and extensive network provide suppliers with the resources they need to scale. With access to Big Red Groups massive, engaged audience and targeted marketing strategies, businesses are not just getting short-term visibility – they’re positioning themselves for sustained success.

By leveraging Big Red Group’s innovative tools and cross-channel marketing expertise, partners can tap into a powerful combination of reach and personalised support, ensuring that their business continues to flourish long after their initial listing.

Looking Ahead

With a steady stream of bookings and an ever-growing community of pottery lovers, Glaze Galleria is thriving. “It’s given me the freedom to focus on what I love – teaching pottery and creating new experiences for people,” Bruna says.

For other small businesses considering a partnership with RedBalloon, Bruna keeps it simple: “Give it a go. You have nothing to lose, and the potential to reach people you wouldn’t have otherwise is huge.” From a home hobby to a thriving studio, Glaze Galleria’s journey is a testament to the power of passion, community, and finding the right support to grow!

Ready to Grow Your Business?

If you’re an experience operator ready to expand your reach, connect with new customers, and unlock exciting growth opportunities, start a conversation with us today. Let’s explore how Big Red Group can help your business thrive, just like it did for Glaze Galleria.

Join The Network >

Case study: Sydney Seaplanes

Scenic flights & fine dining

Sydney Seaplanes is a business that specialises in aviation, tourism and hospitality; all industries that suffered terribly during prolonged lockdowns and border closures. Sydney Seaplanes was able to benefit from Big Red Group’s extensive domestic sales and distribution channels as well as marketing initiatives throughout 2020 and 2021 to maintain strong sales throughout this period.

Following the pandemic, the Sydney Seaplanes business incurred a substantial and unexpected cost to get one of their largest aircraft airborne. With little trade during COVID, the organisation were in a less than ideal place to handle the expense. Big Red Group were able to assist with the purchase, instantly increasing inventory by 33% whilst branding a Seaplanes aircraft with RedBalloon livery, and working towards product, marketing & distribution improvements that will benefit both parties over the long term.

Aaron Shaw, Sydney Seaplanes owner says “Prior to this engine part replacement being installed, a major company asset, being a $3m seaplane was languishing in a hangar in Wollongong. Big Red Group’s cash injection allowed us to immediately get the aircraft back in the air and integrated into our fleet, adding significant capacity to sales as a result and enabled us to meet and benefit from the tail-end of summer demand. Going forward Sydney Seaplanes is now back at full fleet capacity which we hope to need as domestic and inbound tourism rebounds.”

Stephen Blake, Head of Supply at Big Red Group adds “Aaron & his team have been close partners for Adrenaline, Experience Oz and RedBalloon for over 15 years. Sydney Seaplanes is an iconic must-do experience for all Sydney-siders and beyond, and we are delighted to be able to help the brand cater for growth in demand after such a tough trading period.”

RedBalloon’s online marketing activities, promoting Sydney Seaplanes products and services were very well received, particularly given our internal marketing spend and resources were so massively reduced throughout covid.

Blake summarises: “We’re incredibly excited to enter this new phase of partnership and to promote the innovative new packages on offer with our close partner, Sydney Seaplanes”.

Partnerships Strengthened Through the Pandemic

Post Pandemic Revival of Hospitality Experiences for Trippas White Group

A partner of Big Red Group for 15 years, Trippas White Group offers incredible dining, entertainment and hospitality experiences across beloved Australian venues; managing 35 premium bars, restaurants, cafes, and event spaces; and delivering on-site catering and management services.

Throughout the pandemic, Australian hospitality venues and dining experiences had the unavoidable and strenuous task of maintaining their businesses amongst state lockdowns and ever-changing restrictions.

As the pandemic began in 2020, General manager of tourism services at Trippas White, Troy Parry forecast the likely challenges hospitality businesses would face. Despite these challenges, they were optimistic and have managed to navigate uncertain times to make it through.

Two years on, Trippas White Group reflects on the highs and lows of the pandemic, with Jay Yip General Manager of Tourism Trade Development explaining “The highest point for us was the opening of borders, and the lowest point was the lack of clear direction on management of COVID outbreaks.” The unprecedented nature of the pandemic caused confusion; “Uncertainty, including the amount of misinformation out there undermined consumer confidence. It is not just opening and closing for hospitality businesses.”

Jay Yip further explored why these sporadic closures had an impact on hospitality venues in particular; “We serve food so to open is also about prepping the food, it was heartbreaking getting everything together and then suddenly closing again.”

These challenges made Trippas White Group more determined to succeed, with 2022 seeing a big change in the external environment, and many restrictions easing. “International queries and bookings are starting to come in, we are now working to get venues up to speed to be able to open and trade at pre-pandemic rates.” said Yip.

With strategic planning and communication, they continue to thrive, with lessons to be learnt from the pandemic “Always have a plan B, C and D and remember communication is key to maintaining, building and developing strong relationships.”

The relationship that Trippas White Group and Big Red Group share speaks volumes. This was apparent throughout the pandemic, as soon as restrictions allowed, Big Red Group maximised the opportunity to enjoy Trippas White Group’s beautiful venues, hosting various Roadshows and Christmas Parties at the stunning Terrace on the Domain.

Through maintaining strong communication, providing bespoke funding support, and working collaboratively with the Trippas White Group, Big Red Group has taken the partnership to new levels.

“Throughout the pandemic, the dining category has suffered more than most, with an unpredictable supply chain, staff shortages, and sudden closures. We’re delighted to provide some certainty for Trippas White in terms of guaranteed bookings, as well as running events and developing innovative and exclusive product across their group” said Stephen Blake, Head of Supply, commenting on the partnership.

Yip agrees, “Big Red Group has been a great supporter to many Australian businesses by keeping a team working. Through their insights we managed to find ways to pivot our business with new products that can withstand restrictions except a lockdown.”

Yip continues, “Working with Big Red Group has allowed us to extend our market reach quickly and easily.”

It’s through the hard times that partnerships really come to the fore, and the mutual benefits that this partnership continues to deliver, will ensure it thrives well into the future.

Growing the Experience Marketplace

Fastnedge on Leading Big Red Group’s Tech Transformation

Since its inception in 2017, Big Red Group has grown to become the largest experience marketplace across Australia and New Zealand. Its growth has been fuelled both organically, and through bringing strategic acquisitions into its portfolio of leading experience brands.

Integration of those acquisitions have presented both operational challenges and unique opportunities. Whilst RedBalloon was the flagship experience brand first acquired by Big Red Group, the addition of Lime&Tonic and Adrenaline have bolstered the company’s reach to diverse audiences with different experience preferences. With very little brand overlap, these acquisitions have been fundamental to Big Red Group’s growth trajectory, which even throughout the pandemic, has been significant.

One of the great challenges of any acquisition is the integration of tech platforms, a challenge which Big Red Group is currently tackling head on as it undertakes a significant operational transformation which seeks to consolidate tech stacks and streamline efficiencies, unlocking the true value of each acquisition.

Leading the transformation is Big Red Group’s Chief Operations Officer (COO), Jemma Fastnedge, who joined RedBalloon when it was in its infancy in 2003. Over ensuing years, Fastnedge worked her way up from product management through to growing RedBalloon into one of Australia’s leading e-Commerce platforms, delivering double-digit growth year-on-year as the company’s Chief Executive Officer (CEO).

Following a short career hiatus focused on raising children, Fastnedge returned to RedBalloon to develop reward and recognition platform REDii, which was acquired by Big Red Group shortly after RedBalloon. Keen to continue a career within the fast-paced and constantly evolving world of e-Commerce, and aligned with Big Red Group’s company ethos in valuing experiences over material goods, Fastnedge joined the business.

Fastnedge immediately took the helm of Big Red Group operations, leveraging her extensive industry experience with an intrinsic passion to drive the company’s mission forward – to shift the way people experience life.

An outcome focused leader with inherent problem-solving skills, Fastnedge has continued to hone her craft over the past four years with Big Red Group, and is well placed to lead and embed the current transformational program of work. Surrounded by a high calibre team, and continually bringing new talent into the business to support operational growth, Fastnedge is excited at the outcomes ahead.

“Working in this sphere is so incredibly rewarding, to see the material difference we are delivering to the business every day, and knowing that we have the full support at the highest levels needed to execute. We have the remit, we have the funds, and we have the right team. It’s an exciting and truly pivotal time for the business.”

If there’s one thing Fastnedge could change? She would like to see more women embarking on STEM careers, with less than 20% of women comprising Australia’s ICT workforce. “I’d like to be able to positively influence and mentor more young women, helping them to understand the real-world opportunities in applying ICT skills into business. Sometimes you just need that one great mentor who can set you on the right path.”

As for Fastnedge’s own aspirations, what’s next beyond completion of the transformation program in 2022?

“That’s the wonderful thing about working for a growth business, you never know what’s around the corner, that’s what makes every day so interesting.”

For insights into a career at Big Red Group and to explore current roles, please visit: https://www.thebigredgroup.com.au/current-vacancies/

Google Integration

Big Red Group Integrates with Google for Activities Booking Links

Sydney, NSW – 24 September 2021

Now attractions & tour operators can work with Big Red Group experience brands Adrenaline and RedBalloon to show booking links on Google.

Big Red Group, the largest experience marketplace in Australia and New Zealand, today announced the launch of a new integration with Google, allowing attractions and tour operators to show free ticket booking links directly on Google Search.

This new functionality will help drive bookings by making it easy for users to click through and book tickets directly on Adrenaline and RedBalloon websites. Free ticket booking links mean that experience suppliers listed with Adrenaline and RedBalloon can show their offers to potential customers without needing to take part in paid advertising campaigns.

Google’s approach to Big Red Group came at an opportune time, with the integration augmenting Big Red Group’s focus on building strategic alliances and industry partnerships to benefit the thousands of suppliers that list experiences across its portfolio of brands. Google’s ‘Things to do’ was an ideal fit for Big Red Group that has the largest breadth and depth of experience products across Australia and New Zealand.

Big Red Group’s experience suppliers will benefit from the new channel to market, gaining crucial visibility in a competitive marketplace and the opportunity to increase bookings when products align with Google users searching for things to do by geographic location. Things to do is similar to Google’s current display features for hotels and flights, with ticket options ranked algorithmically based on a variety of signals, and users able to quickly compare products and purchase immediately through integrated sites such as Adrenaline and RedBalloon.

Big Red Group sees the Google integration as another step forward in its efforts to support and grow the businesses of its supply community, partnering more deeply with experience suppliers and digitally enabling them to expand their reach. As the experience marketplace continues to evolve, Big Red Group considers deep partnerships as essential to its future, increasingly working with government tourism entities and starting to invest directly into supplier businesses to bolster their operations.

Matthew Cavalier, Chief Growth Officer at Big Red Group concludes:

“Having both Australian owned brands, Adrenaline and RedBalloon integrating with Google on its Things to do program in Australia and New Zealand presents a unique opportunity for the experiences category and enhances our ability to expand our suppliers’ reach.”

Employee Benefits that Reflect the New Way of Working

The Great Discontent: Understanding Employee Attrition and Attraction

‘The Great Discontent’ has caused a revolution within the workplace; it refers to the lack of clarity organisations have had aligning values, benefits and initiatives to best suit their employees. Originally coined as ‘The Great Resignation’ by economists, studies have shown Americans were quitting their jobs at astronomical rates, with 7.6 million individuals handing in their notice to leave the workplace throughout 2021.

This is not an isolated issue, a worldwide survey of Microsoft global employees in 2021 showed that 41% of workers were considering quitting or changing their profession within the next year. This was attributed to out of touch leaders and the desire for flexible remote work to continue. To combat this, employees are being given opportunities that were once unavailable elsewhere, such as the hybrid model of office/home working, lower commuting costs, access to greater benefits and resources to support remote work.

This escalation can be attributed to the COVID-19 pandemic, which has ignited a rapid change in how employees work. Here in Australia, there has been a shift in how and where teams operate. The Australian Bureau of Statistics states that 37% of individuals now work from home at least once a week, compared to pre-pandemic, where only 24% were working from home.

This flexibility within businesses was once seen as a benefit, however during the current climate it has become a requirement. Big Red Group recognises that flexibility is the future of work, seeing continuous innovation and building upon this concept as vital to supporting and excelling the employee experience.

In line with enriching employees experience at work, Big Red Group has been breaking new ground, recently introducing the benefit of a ‘30 days work from anywhere’ model. Travelling has been off the table for almost two years for Australians. Many are craving a flight to foreign lands, to explore different cultures or reunite with loved ones. This benefit gives opportunities for this to become a reality.

Flexible working options have also opened the door for a more global and diverse workforce. Diversity in the workplace has an abundance of benefits for organisations. Research has shown that if an organisation embraces diversity, it benefits in the form of enhanced creativity, flexibility and problem solving. Big Red Group is embracing this new chapter of workplace experience by including the concept of ‘flexing public holidays’, allowing employees to personalise their time around cultural days that have meaning to them.

The objective behind Big Red Group’s benefits is to enable workplace culture to transform with a growth focused mindset aligning to its Employee Value Proposition (EVP) of Leadership, Connection and Growth. While the ‘new normal’ within these fluctuating times is yet to be defined, businesses must actively recognise and act upon changes in employee expectations and needs, to create a focused employee experience that empowers, enriches and engages their teams now and for later.

Businesses would be wise to note, that this discontent within the workforce has contrasting outcomes, which may lead to either great attrition or great attraction. And this presents a tremendous opportunity for those businesses that are forward focused.

Reward and recognition for distributed teams

Madeleine Robins shares insights for managing dispersed teams

Big Red Group People and Culture Director Madeleine Robins, has long been at the forefront of innovating ways to empower and connect employees. With a strong background in corporate culture, Robins has witnessed rising workplace challenges attributed to distributed teams, and applies her deep experience and knowledge into creating best practice programs for the Group.

In a recent online series facilitated by Employment Hero exploring the future of work, Robins discussed this increasing challenge, and the importance of reward and recognition in managing a dispersed workforce.

Stemming from the pandemic, there has been a significant shift in what the workplace means to individuals, particularly in how they feel valued within a team. Not long ago, a workplace was about being physically present in the moment, being in a room where leaders could see their colleagues and acknowledge their contribution. As workplaces become more distributed, global, connected, and flexible, businesses must find new ways to connect and meaningfully recognise their people.

At the heart of Big Red Group’s culture, is the desire to stay connected. As Robins states, “irrespective of the size of our business, it is still about connection […] wherever you work you still need it. It’s that connection that builds social capital and allows for a growth culture, the investment in connection is part of the work.”

As employees start to enjoy greater life balance fuelled through flexible and remote working, with more available time through eliminating the office commute, employers are left with little choice but to increase trust and empowerment. It’s a new working environment, and embracing change is the first step in ensuring long term sustainability.

When it comes to reward and recognition for distributed teams, Robins acknowledges that employees are in a developing space, and that their working identity is deeply tied to their sense of self. “One of our biggest challenges was that our team wants to be rewarded and recognised for more than the work they do. They want to be recognised for who they are as a person, how they lead and how they turn up.”

Robins has put structures in place to encourage and facilitate recognition with the help of online platforms and leadership development. These integrated systems of collaboration (such as Salesforce Communities and Microsoft Teams) and investment in key employee moments such as reviews, team meetings and one-on-ones give a collective ability for employees to recognise each other in the workplace. Coupled with a market leading employee engagement program – including ’ which drives regular cross team connection, Robins is confident employees feel valued and maintain that important human connection that enables a high growth business.

Whilst it has been challenging to adapt to a new style of working, with ongoing lockdowns preventing many teams from returning to a physical workspace, Big Red Group employees continue to make and maintain meaningful connections, despite the distance between.

In summary, engaging, recognising and valuing distributed teams is an ongoing journey for both individuals and the organisations they work for. Collectively, they must work hand in hand to make each unique situation work, while understanding the key drivers such as rituals, rhythms and behaviours. There is much growth, learning and discovery ahead.

As Robins concludes, “we’re challenging ourselves; our team is not the same, our business is not the same. I encourage businesses to take a fresh look at it and try something different.”

To hear the full webinar click here.

Fortifying the domestic tourism market

Supply partner SeaLink sails through the pandemic with determination

In the 10 years spent as a supply partner to Big Red Group, SeaLink Travel Group has grown exponentially, becoming the largest tourism and marine transport company in Australia, with locations throughout many states and territories

SeaLink General Manager of Global Sales and Distribution, Richard Doyle states that “travel is about connecting people, it’s about sharing the experiences and creating brilliant memories.” However, COVID put a lot of pressure and ambiguity upon SeaLink, they had the challenge of adapting to the reality of being part a touristnd marine venture in these trying times.

When the pandemic began, SeaLink knew that maintaining their momentum would require direct action. Their vast portfolio of island packages, famous lunch and dinner cruises on Australia’s iconic harbours and rivers, ferry trips and experiences like whale watching were all parts of their multi-faceted business. Each component would need a unique strategy to remain viable in a pandemic.

For the business, the most challenging aspect was the ambiguity of not knowing how long the pandemic would be when it first started, however, having transparency across the business to acknowledge this allowed stringent strategies to be put in place – tough decisions and honesty were critical.

Adhering to COVID safe guidelines was paramount in building customer trust and reassurance. Doyle states, “As we are selling experiences, we all have to make sure that our guests’ safety was priority number one when they undertake whatever experience they do with us, that has become key to our business success.” Analysing the national response to COVID guidelines in each state protected the business from any potential issues and ensured safety for every customer.

With Australian border closures and a complete ban on in international arrivals, the domestic market would become the main focus for SeaLink at this time. Doyle knew this to be the case, “We spent a lot of time in the early months of lockdown in March-April 2020 to really transpose and change our product. When we started operating again our ability to reposition and remodel our experiences was vital.”

Through partnerships, such as the one with Big Red Group, SeaLink were able to mobilise the domestic customer base. “Big Red Group has been an important part in getting us to that domestic market” Doyle stated. Working within this partnership; the campaigns around celebrations such as Mother’s Day and Father’s Day contribute and engage a wider audience for SeaLink, helping to sell the destination.

For SeaLink, the highest point during these times was when they successfully reopened and were once again welcoming guests back on board. With many new and exciting ventures on the horizon, SeaLink continues to grow and is looking forward to the international market joining the domestic market in experiencing the best that Australia has to offer.

Whilst there are still some unknown aspects due to the pandemic, SeaLink future-proofed their business by fortifying their domestic market, through deepening their understanding of it. Whilst the pandemic has not yet ceased, SeaLink knows they have put in the hard work to keep rebounding.

Doyle closes in saying “Even with this current state of lockdown, we know that customers really want to get back out there and travel and to see and experience Australia. We look forward to welcoming people back to help them create more brilliant memories.”

There is no doubt, SeaLink’s future remains bright.