People of BNE: Simone Di Nardo

Elise Hanslip

on October 18, 2024 at 2:29pm

For most travellers, the vibrant atmosphere of duty-free shopping after security screening is the first stop on an exciting journey. But for Simone Di Nardo, General Manager at Lotte Duty Free Brisbane Airport, it’s where her day begins.

Overseeing two stores that cater to thousands of travellers every day, Simone plays a crucial role in shaping a seamless shopping experience for customers from around the world.

Simone is responsible for leading a team of 150 staff who ensure that every traveller's duty-free shopping experience is as enjoyable and effortless as possible. Whether it’s helping someone pick the perfect gift or answering queries about a range of luxury items, Simone keeps the operation moving smoothly—even when faced with the challenges that come with working in a 24/7 airport environment.

“There’s something really special about working in travel retail, we meet people from all walks of life, heading to all corners of the globe, and it’s exciting to be part of their journey. We help them find something memorable, whether it’s a last-minute gift, a treat for themselves, or even just a moment to browse and relax before a long flight.”

Simone’s path to becoming General Manager started over a decade ago at Perth Airport, where she took on her first role as an assistant sales manager. After demonstrating her ability to manage large teams and complex operations, she was promoted to sales manager in the airport’s larger departures store. This was followed by a six-month secondment in Darwin, a move that she says significantly helped develop her leadership skills.

“I’ve been fortunate to work across different airports and teams and that’s given me the opportunity to build my expertise in such a dynamic environment. Every airport has its own set of challenges and being able to adapt quickly is key in this industry.”

In 2020, Simone made the move to Brisbane Airport, just as the world was adjusting to the unprecedented impacts of the COVID-19 pandemic. Despite the uncertainty, she faced the challenges head-on, using her experience to support her team through tough times.

“It was a period of learning and resilience, but also one of opportunity. It really pushed me to grow as a leader and further develop the skills that led to my current role as General Manager,” said Simone.

Simone’s responsibilities don’t stop at ensuring efficient operations in her stores. She’s also overseeing Lotte Duty Free’s expansion at Brisbane Airport. As part of the Future BNE $5+ billion transformation, Lotte’s retail space will double in size, bringing in new brands and providing an even greater shopping experience for travellers.

“It’s an exciting time for both our customers and our team. We’re bringing in new exciting brands, creating a more dynamic shopping environment, and giving travellers more reasons to visit us before they board their flights,” she says.

Simone also highlights the diversity of her team as one of the reasons Lotte Duty Free has been so successful. “We’ve got an incredibly diverse group here—team members from all over the world, many of whom speak multiple languages. This helps us connect with customers on a personal level and provide an experience that feels tailored to them.”

One of Simone’s favourite parts of the job is witnessing the special moments that occur between travellers. “Just last week, I helped a customer pick out a bottle of scotch to take to his friend’s 40th birthday in Singapore—a friend he hadn’t seen in 20 years. Being part of these moments is what makes this job so rewarding.”

“At the end of the day, yes, we’re a retail store, but we’re also part of the travel experience. We’re here to create memories, to help people find something meaningful that adds to their trip. It’s this opportunity to make a difference in someone’s journey that makes me proud of what we do,” said Simone.