Rachael Nicholson, Director of Commercial (New Zealand and Fiji) at Accor, has spent over two decades in the tourism and hospitality sector, from airlines to hotels and cruises.
Rachael Nicholson has global experience, working at the intersection of commercial performance and customer experience.
Nicholson spent 18 years at Air New Zealand in senior commercial, sales, and transformation roles, including leading the launch of the airline’s first ultra-long-haul route from Auckland to Chicago and later leading key elements of the airline’s COVID response and international relaunch.
She then moved into hotel operations to help lead a 10-property post-COVID recovery, and now is focused on accelerating commercial performance for Accor across New Zealand and Fiji, aligning sales, marketing, revenue, loyalty, guest experience, and digital to deliver measurable results for guests and owners.
Leading Air New Zealand through the disruption of the COVID-19 pandemic, when the decisions were complex, the stakes were high, and the pace was relentless, stands out as a defining period in her career.
Keeping the airline operating and helping lead the international relaunch reinforced for her how powerful travel is.
“It reconnects families, rebuilds economies, and restores confidence. Today, what excites me about Accor is the opportunity to turn global scale and strong brands into real local impact, creating standout guest experiences, building capability and opportunity for our people, and delivering strong commercial outcomes for owners and investors.”
The most important advice Nicholson has received is the importance of setting people up for success.
“If you want high performance, you need to be clear on the outcome, ensure your team has the capability to deliver, and that they have the time, resources, and support required. Then your role as a leader is to back them, removing barriers and helping them succeed along the way.”
Nicholson said she has been fortunate to learn from a few standout leaders, but the best mentor she had gave her the confidence through opportunity, such as backing her judgement, encouraging her to have a go, and asking her to step in and lead when they were away.
She said they taught her that confidence is built, not gifted, and great leaders open doors for others to step up.
“That’s why I’m committed to mentoring emerging talent through industry programmes, because leadership isn’t just what you achieve, it’s what you multiply in others.”
Throughout her career, Nicholson said the fundamental elements haven’t changed. She said great hospitality is still about making people feel welcomed, understood, and genuinely looked after, with a frictionless journey.
What has changed, however, is the pace and the tools of the industry.
Technology and digital fluency have lifted expectations dramatically: guests can research, compare, and book instantly, and feedback is immediate, which means businesses need to respond faster, recover quicker, and get it right more consistently.
She said real-time reviews, always-on communication, and now AI-enabled tools have accelerated everything, and she believes that momentum will only increase. At the same time, trust signals still matter, such as referrals, reputation, and the confidence that comes from seeing the product and hearing from people you trust, even if the booking journey looks different today.
As people live longer and become more intentional about health, wellbeing, and longevity, Nicholson would like to see hospitality rise to that shift, designing experiences that help guests who want it feel recharged, balanced and well.
“I’m also excited by how data and AI will enable smarter personalisation, so experiences feel more bespoke while keeping the human touch at the centre. Alongside that, we need to keep lifting our ambition on sustainability, ensuring travel delivers positive outcomes for local communities and environments.”
Importantly, Nicholson would like to see more women in senior roles in the industry, more visible role models, and stronger pathways and sponsorship to help women thrive.
People and positivity continue to motivate Nicholson. She is inspired by building strong, high-performing teams and seeing people grow in confidence and capability, especially in complex environments where the pace is high.
She is also motivated by what the industry enables, such as connection, joy, restoration and experiences that stay with the guest. She said travel is emotional, meaningful, and constantly evolving, and that combination has kept her energised every day.
More news here.
