The post: General Manager, UK, Travel Department
The post holder: Stephen Mills
Good people skills, enthusiasm and commercial acumen have helped Stephen Mills with his career in the travel industry.
Give a brief outline of your career to date.
I spent the first chapter of my career in consumer goods sales, going from magazines on-to coffee and then watches over seven years. I then transitioned into IP and brand licensing across TV, entertainment, music and celebrity talent for the next six years where I got to work with some great brands and brokered some fun and interesting partnerships. I then moved on to the travel and tourism world where I have been for almost four years now.
What was your favourite subject at school?
Maths.
Did you go on to further/ higher education, if so, what did you study and where?
Yes. I went to the University of Worcester to study Psychology with extra courses in Business Management and Spanish.
How did you get into your area of work?
Through a little luck, a lot of self-deprecation, and a dollop of good timing. In 2017, I had been working with Disney on a new venture which ultimately didn’t pan out and found myself at a crossroads questioning whether I actually wanted to stay within the licensing and talent commercial world. I started to apply for senior roles across the Travel sector and was fortunate to secure a senior role for the UK arm of the world’s oldest escorted touring company based out of Rhode Island, USA; they were looking for experienced people from outside the industry – as many companies are now.
Is this what you always wanted to do?
To a degree yes. I always, always, wanted a job that involved lots of travel and whilst previous roles had seen me go to Europe and the US several times, nothing prepared me for the quantity of travel required in my first role within the travel industry. However, whilst the past four years have been a fantastic experience and blessed me enough to see lots of the world, they have also been fraught with challenges and seen some of the worst things to happen to our industry – first Brexit complications, then the demise of Thomas Cook, and of course recently Covid.
Were there any essential qualifications or experience needed?
Not necessarily, however, I would recommend that people consider a Travel and Tourism qualification if time allows as there are so many different sectors within the industry, each with their own regulations and bodies, and this changes by country. I am still learning about the industry every week and don’t see this stopping. For my role, having commercial acumen, a reasonable level of energy and people skills is essential.
Are there alternative routes into the job?
The Travel and Tourism qualification, as mentioned above. Working for a travel agent or similar can help open doors too. I believe companies and employers are becoming more flexible these days and are less inclined to only hire within their respective industries.
What are the main personal skills your job requires?
I’ve always been a big advocate of the idea that ‘people buy from people’ and that life is about relationships – the rest is just details. The way you deal with others can enhance your life and theirs.
What does a typical day entail?
As I work from home the past 18 months haven’t been that different to my current ‘normal’ working life. However, nowadays I try to be in my home gym (i.e., the garage) for 8.30am for 30-40 minutes most days after I’ve dropped off our 11-month-old to nursery. I then settle at my desk at 9.30am to crack on with the day. I would typically have several Zoom meetings or calls each day, along with weekly sales reporting, marketing planning, forecasting (and re-forecasting), and generally keeping my ear to the ground in terms of industry and competitor news.
What are the best and most challenging aspects of the job?
I have an autonomous role and appreciate the trust and support from the company’s senior leadership. Prior to Covid I would travel to Dublin regularly (where our HQ is) and normally experience some form of FAM (familiarisation tour) yearly which I enjoyed. The most challenging is, was, and will be for a short while at least, is of course, Covid…
How has Covid-19 impacted your business/role?
As one can imagine, the travel and tourism industry has been decimated and could take some years to recover. Worst of all though is that our guests haven’t been able to travel and to experience the world in all its glorious wonder.
What adjustments have you had to make?
I, along with most of the team, dropped down a few days in the working week originally. We deemed it right not to furlough staff and maintain a consistent relationship with our guests and partners. Recently however we have all come back to full time as we can sense positivity in the market and that there clearly is an appetite to get travelling again.
What advice would you give anyone looking to follow a similar career path?
Don’t be afraid to try and don’t think because you haven’t got the industry experience that you cannot offer a wealth of other knowledge and learnings. Put yourself out there and contact industry recruiters and companies directly.
What is the one piece of advice you would give to yourself on your first day?
Learn where everyone sits, what their role is, and something about them. Remembering someone’s name and showing interest in others can go a long way.
Describe your ideal day off.
Waking after an undisturbed sleep from either our baby or cockapoo. A good coffee before a morning workout. A nice walk along the coastline with a light pub lunch with my wife and daughter before G&Ts, some quality wine and homemade pizza with friends over in the evening.
And finally, what’s the key to any successful job search?
Put yourself in the recruiter’s shoes. They want to see the best you – so be the best you. Don’t skimp. Check, check again and then get someone to check your CV and applications – spelling and grammar are so important.
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