SKIWA Mentor · 2026 Cohort
Kathy Purves
Training & Recruitment Manager · Connected Travel
35 years across airlines, retail and wholesale travel — now training the next generation.
My story
I started in the travel industry with an airline in 1991, while I 'decided what to do with my life'. Over the past 35 years I've worked with airlines, retail travel and wholesale travel — as a consultant, assistant manager, manager and business owner — before moving into training in 2017.
Since then I've taught TAFE qualifications and industry-specific qualifications for national travel companies, written training content, and taught conflict management skills across retail, travel and hospitality — how to deal with *those* clients.
The learning never stops in this industry, and you very quickly learn to become resilient and independent. Customer service is key — and a sense of adventure. Trying something new, exciting and a little bit scary will get you through this rewarding career.
How I help
One consultant I worked with gave excellent service but couldn't close a sale. We workshopped phrases she could use and practised until she was comfortable. The very first time she used her new phrase, she converted the quote into a sale — and that kind of coaching became my second career in workplace training.
Why I mentor
Whilst I have decades of experience, I'm always thrilled to see what the up-and-coming generations are keen to implement. They're comfortable with new technology and adaptable to change.
