Superstars vs Rock Stars in Tourism
How to Build a Team That Does Their Best Work (Without Burning Out)
One of the biggest mistakes I see tourism business owners make is assuming that everyone on the team wants the same thing.
They don’t.
Kim Scott’s “Superstars vs Rock Stars” framework is a powerful reminder that…
“High performance doesn’t look the same for everyone and it shouldn’t.”
– Kim Scott
If you want a strong, stable, high-performing team, you need to understand the difference — and use it to your advantage.
🎥 Not familiar with the concept? Watch the video here:
Superstars vs Rock Stars | Kim Scott
The Core Idea: Two Types of High Performers
Let’s be clear: this is not about good vs bad employees. It’s about understanding two different types of valuable team members.
Both Superstars and Rock Stars are:
✔ High performers
✔ Valuable contributors
✔ Essential to a thriving tourism business
The difference is in how they grow and what motivates them.
Superstars: The Accelerators
Superstars are driven by:
Rapid growth
Bigger challenges
More responsibility
Career acceleration
They’re hungry to:
Lead projects
Try new things
Learn fast
Make a visible impact
What Superstars need from you:
Stretch assignments
Autonomy
Feedback
Clear advancement pathways
Tourism Example:
I worked with a wildlife tour business where a junior guide was constantly asking questions, offering feedback on the itinerary and suggesting marketing ideas.
The owner thought they were being “too much” but really, they were a Superstar.
Once we:
Gave them a small project to improve guest reviews
Let them lead a trial of a new sunset tour product
Their confidence and performance soared. They even helped generate a new revenue stream.
👉 Superstars disengage when they feel stuck or unheard.
Rock Stars: The Stabilizers
Rock Stars value:
Consistency
Mastery in their role
A predictable work rhythm
Work-life balance
They’re often:
Quiet achievers who carry your operations daily
What Rock Stars need from you:
Respect for their expertise
Stability and routine
Recognition (not pressure to lead)
Clear, consistent expectations
Tourism Example:
A Hot Air Balloon operator has a reservations leader who was always reliable, got glowing reviews from guests, and knew every system like the back of their hand.
Leadership knew that pushing her into a “sales” role would push her out the door.
Instead they:
Acknowledged her expertise
Gave her more control over systems and processes
Positioned her as a trainer for new team members
She was engaged and became critical to onboarding during peak season.
👉 Rock Stars disengage when they’re forced to grow in ways that don’t suit them.
The Leadership Mistake That Breaks Tourism Teams
Here’s the trap many tourism operators fall into:
Promoting Rock Stars because they’re “so reliable”
Overlooking Superstars because they “challenge the system”
Treating ambition and stability as the same thing
This leads to:
Burnout
Turnover
Resentment
Leadership frustration
👉 The issue isn’t your team it’s misaligned expectations.
I’ve made this mistake too. I have often pushed people into roles they didn’t want, and lost great team members because of it.
Gallup – The Real Reason Employees Quit
How to Use This Framework in Your Tourism Business
1. Stop Assuming Everyone Wants to Climb
In tourism, growth doesn’t always mean promotions.
For some, growth is:
Doing their role better
Having less chaos
Gaining more balance
✅ Ask: “What does great work and a great future look like for you?”
2. Match Opportunities to Motivation
Give Superstars projects, innovation, responsibility
Give Rock Stars structure, appreciation, and security
👉 Both types of growth matter, they are just different.
3. Build Teams With Both
You need:
Superstars to push forward
Rock Stars to hold it all together
Too many Superstars = chaos
Too many Rock Stars = stagnation
✨ Balance = performance.
4. Revisit Regularly
People change.
That casual guide who only wanted two days a week last season might be ready to step up.
That ambitious team member might need to pull back during a life transition.
Good leadership means checking in, not labelling people permanently.
What This Means for You
When you get this right:
Performance conversations get easier
You reduce turnover (especially after peak seasons)
Team culture improves
You stop trying to “fix” people who aren’t broken
Most importantly, you build a team where everyone can win.
Strong Tourism Teams Aren’t Built by Accident
They’re built by operators who:
Understand what drives their people
Communicate with clarity
Align roles with individual strengths
Respect different definitions of success
If you’re feeling the pressure of:
Underperformance
Staff disengagement
Leadership fatigue
That’s not a people problem, it’s a clarity problem.
And clarity starts with the right insight.
👋 If you want help analysing your team, aligning roles, or planning a structure that actually works for your style of tourism business, that’s exactly what I do.
📅 Book a 15-minute strategy call with me
Let’s build a team that works with you, not against you.
From Hidden Gems to Hot Spots: Helping Underrated Destinations Thrive
The Secret to Creating Travel Experiences That Guests Never Forget
