But for Te Waipounamu (the South Island), tourism can be traced back to the early 1840s when Edward Shortland set out on a journey to explore and gather information about native land claims.

Like other early Pākehā, the landscape was difficult and unfamiliar to him, so he sought help from local Ngāi Tahu guides.

Ever since then, Ngāi Tahu has been hosting, looking after, and guiding international visitors and residents alike through Te Waipounamu and beyond.

The eight years that Jolanda Cave, Kaiarataki – General Manager Tourism for Ngāi Tahu Holdings, has been with the enterprise may seem insignificant compared to that 180-year history. But a lot has happened in that time, not least COVID.

Ngāi Tahu Tourism was established in 1999 and has grown over the decades into one of the largest operators in Aotearoa. Its globally recognised brands include Shotover Jet, and Huka Falls Jet, All Blacks Experience, Franz Joseph Glacier Guides, Agrodome, Dark Sky Project in Tekapo, National Kiwi Hatchery, Dart River Adventures, Hollyford Wilderness Experience, and Guided Walks New Zealand.

“From the outset, back in 1999, there were two priorities: the future of the land and the people. We say: ‘Mō tātou, ā, mō kā uri, ā muri ake nei’ (For us and our children after us),” says Jolanda.

More than one type of dividend

“Making a return on funds invested is important. That’s where our ‘greater good’ comes from because dividends go to the Ngāi Tahu iwi. But it’s also vital that we do things the right way. Our owners challenge us to live by that, and that’s why kaimahi (team member) skills, training, and qualifications are important. Those deliver another sort of dividend – one that returns to the individuals we upskill and train as well as benefiting the business.”

Jolanda explains how ServiceIQ plays a key role in the Ngāi Tahu mission of doing well by doing right.

“When we tell our people that they’re joining a whānau it’s more than words. We live the values of whānaungatanga (family), manaakitanga (looking after our people) and kaitiakitanga (stewardship). We are very serious about career development.

“We worked with ServiceIQ for several years prior to COVID. Post COVID, retention of our kaimahi is even more crucial, and a key retention strategy is development and continued future development. ServiceIQ has the widest range of workplace training options to match our diverse portfolio across Aotearoa… from hospitality, retail, through to tourism management.

“ServiceIQ continues to work with us to find new learning programmes to keep up with the changing needs of Tourism. I am extremely interested in the possible future storytelling options for our kaimahi because tourism – and especially Ngāi Tahu tourism – is about stories of the land, the place, and the people.”

Photo above: Jolanda Cave

It's all about people

Jolanda notes how ‘Mō tātou, ā, mō kā uri, ā muri ake nei’ (For us and our children after us) rings true.

“We are working with the team to identify courses and options for a range of different levels and roles within the business to help keep them on the development path and, ultimately, assist us to retain and deliver an amazing experience to our manuhiri (guests).

“If we get this right, we’ll continue to do well now, and light the pathway for generations of success.

“It’s fantastic to see how engaging with ServiceIQ gifts kaimahi a sense of achievement: being able to learn while they work and put the things they learn into practice. Working with Sarah Milicich (ServiceIQ Kaitohutohu Ngā Rāngai Taurea – Multi Sector Advisor) has been amazing in understanding our groups’ needs and matching those needs with available training and options.”

When asked what other employers can learn from the enduring success of Ngāi Tahu Tourism, Jolanda says that every employer in any sector will benefit if they “engage, learn about what is available, and empower your team”.

Discover the full range of ServiceIQ workplace training programmes for Tourism and Hospitality.