In our new series of People Profiles we ask key hospitality & tourism executives about their journey, expertise and career experiences. This week we talk to Prue Daly, the General Manager of the soon to open New Zealand International Convention Centre (NZICC), in Auckland.
With more than 20 years’ experience, Prue started her career with a coveted training placement with leading hotel group Accor. This placement led to a career with Accor where she worked for several years in various business development and sales management roles. Over the next decade, Prue broadened her experience with other leading companies in the events and hotel industry including the Melbourne Convention and Exhibition Centre (MCEC) which she joined in 2009, holding the positions of Assistant Director of Sales and Senior Manager Customer Experience. During her 7 years at MCEC she was awarded a number of industry accolades, including Meetings and Events Australia’s National Business Development Person of the Year.
Q. As a leader in the hospitality and events industry, explain your journey to becoming NZICC General Manager, and key lessons you have learned along the way.
I came across the ditch from Melbourne in 2016 to be the Director of Sales for the NZICC and it’s fair to say the journey has been far from what I expected! It has been both challenging and rewarding in ways that if we’d had a ‘normal’ opening, the lessons I’ve learnt would have been different, and I feel I’ve really been able to strengthen my resilience and adaptability. The NZICC fire really focused my ability to stay composed under pressure, adapt to the unknown, setbacks and change, while also maintaining focus and care for our team, stakeholders and customers.
Learning to articulate my thoughts clearly, actively listen and have a positive mindset, has helped me build stronger stakeholder, client and team relationships that have held the test of time.
Moving into the General Manager role in April 2023 has really cemented this for me. It is such a privilege to work alongside a team of experts who are passionate about making a difference, changing the game, and on a mission to deliver exceptional customer experiences that showcase the best that New Zealand has to offer.
Q. What are some of the biggest challenges you face in managing an international convention centre, and how do you navigate them?
Our biggest focus during this pre-opening phase is on problem solving and prioritisation. We are learning so much about the physical building’s capabilities, while also balancing our operational goals. As a team we are distilling a lot of information, thinking critically, finding solutions quickly and prioritising tasks effectively. This is making sure we are manging our workloads efficiently and ensuring we are creating processes and procedures that will help us streamline our operations, while also ensuring we are delivering outstanding experiences.
The second challenge is understanding the changing needs for our clients and delegates. We know that to truly deliver the experiences we want, we need to understand our clients’ and visitors’ expectations. To better understand this over the last 12 months we have run extensive customer experience workshops so we can map our customer journeys with venues, understand what they need from us, understand where venues are doing well and what their pain points are. This exercise has helped us define many of our own processes, to ensure we are able to deliver on their expectations every time.
Q. Innovation & Trends – How do you see the future of convention centres evolving, and what innovations are you implementing to stay ahead in the industry?
Convention centres can sometimes be described as cold, or big white boxes and we are focusing on making sure NZICC is more than just an event space. Some of the things we are working on are:
Spaces and facilities that promote inclusion and accessibility for all, including family rooms, all-gender bathroom facilities and quiet zones that are neuro diverse friendly.
A working lounge within the building for those who still need to have a quiet place to work, even when they are attending an event.
Where I hope we really stand out on the global stage is our connection to local culture through design, and the art featured on the exterior and interior of the building. We are also collaborating in partnership with Ngāti Whātua Ōrākei on how to enhance event experiences by reflecting local traditions and heritage.
Q. Many convention centres are prioritising sustainability. What initiatives has the NZICC introduced to minimise environmental impacts and promote responsible event management?
As Aotearoa New Zealand’s premier convention centre, we hold a unique responsibility to shape a sustainable future for our nation and the events industry. We envision our centre as a beacon of regenerative events, where innovation, culture, and sustainability converge seamlessly.
We’re not just securing our future – we’re catalysing positive change across our industry, our country, and the world. We understand that a delegate’s experience is increasingly shaped by the total impact of their visit – from the carbon footprint of their journey to the lasting impressions they leave on our community and the new wisdom and connections they take back home.
Sustainability for us isn’t just about environmental stewardship; it’s about fostering long-term wellbeing for our business, mana whenua, our industry, our people, and our planet. We’re committed to proving that economic success and sustainable practices aren’t mutually exclusive – they’re mutually reinforcing.
This is NZICC’s impact mission – to set a new standard for what a convention centre experience can be, and to inspire a wave of change that ripples beyond our walls. We are looking forward to sharing our detailed environmental, social and governance framework later this year.
Q. How do you ensure that your convention centre fosters diversity and inclusion, both within your team and in the events to be hosted?
We are so fortunate to be part of SkyCity Entertainment Group which has a great existing culture of fostering diversity and inclusion in the workplace. Because of this, it has been easy to ensure we have an inclusive workplace culture and as we are growing the NZICC team we are (and will be) actively recruitment employees from different backgrounds at all levels.
As mentioned before, ensuring we have accessible and inclusive facilities both for our team and our clients is important. This goes beyond just having wheelchair-friendly entrances; it is also making sure we have partners for translation services, hearing loops, family rooms and quiet zones, that help support our clients in having more inclusive events also.
Q. What has been the most memorable or impactful event held you have managed or been involved with, and what made it stand out?
That is a hard one as I’ve been privileged to attend so many memorable events during my convention centre career. I think that is what I love most about convention centres as no two days are ever the same. But if I only had to pick one, it would have to be the 20th International AIDS Conference when I was at the Melbourne Convention and Exhibition Centre in 2014.
There were so many elements to this event that made it unique, from the whole-city engagement, the AIDS education that every staff member received and the activations they had in the venue during the conference. But I think the most powerful aspect of this event was the social impact it created. The conference reinforced the need for equitable access to HIV treatment and prevention, helped to boost efforts to eliminate the HIV transmission in Australia by 2020 and the discussions at the conference saw governments in the Asia Pacific region take stronger steps to scaling up funding, treatment access and HIV programmes.
This conference no doubt changed so many people’s lives for the better, and even just playing a small part in that is something I will always remember.
Q. What advice would you give to aspiring leaders looking to break into senior management roles in the events and hospitality industry?
For aspiring leaders in the events industry, strong communication and relationship-building skills are crucial for your success. Events can be unpredictable, and being able to clearly convey ideas, set expectations, and handle last-minute changes is what keeps things on track. As a leader, your role will often involve managing teams, working with clients, and dealing with suppliers—all of which require effective communication. When things don’t go as planned, the ability to navigate tough conversations with professionalism and confidence will help you maintain trust and keep everything moving forward.
But it’s not just about getting things done. It’s also about creating and maintaining relationships that support you and your team. As a future leader, you’ll quickly realise that the best opportunities often come from the relationships you build with clients, suppliers, and colleagues. Investing in these connections not only helps you get the job done but also opens doors for future projects, collaborations, and personal growth. The stronger your network and the more you nurture those relationships, the more likely you are to succeed in a leadership role. Keep refining these skills, and you’ll build the foundation for a successful leadership career in the events industry
Our next interview is with Executive Chef Robert Cullen – the NZICC’s talented man of many culinary skills!