Editor: Tell us about your journey. How did it all start?

After finishing high school in Cape Town, South Africa, I wanted to take some time to work out what I wanted to do for a living. I got a job as a waiter in a small local hotel and, in spite of never having considered hospitality as a career before, I quickly grew to love it. The hours were long, the work was tough, but there was a strong team spirit and everyone had a real passion for their work. Before I knew it 3 wonderful years had passed and, with a little help from the Head Chef, I was on my way to the US to work aboard a luxury cruise liner. 

From there I spent a couple of years working and travelling the world before returning to Cape Town to study hotel management and putting serious work into building my career. I have had amazing experiences along the way and if I could do it all over again I wouldn’t change a thing.

Editor: What do you think it takes to succeed in this industry?

Passion is essential for success in any industry, none more so than hospitality. Add a strong work ethic, perseverance and willingness to keep learning and I’d say you’re well on your way.

Editor: What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?

First and foremost I’m looking for the right attitude - I want to see the passion, commitment and energy to take on big goals. I'm a big believer in building strong teams and to work with me you need to work well in a team environment. The best players can do the most damage if they don’t have the humility to fit into a team structure.

Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?

Be pro-active, get involved as much as possible and ask a lot of questions. Don’t accept anything at face value, ask for regular feedback and also share their views when appropriate. 

Editor: What are some of the trends you see impacting the hospitality industry?

The Covid-19 pandemic has obviously put hygiene at the forefront of all discussions and that will clearly have a large impact for years to come. Ultimately responsible hospitality operators will all maintain a very high level of hygiene and I believe the larger trend will remain authentic hospitality. From how we communicate with our guests, to how we welcome them and the overall guest journey, bespoke experiences that offer a sense of belonging are key for success.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience? 

From basics like high-speed wifi in all areas to seamless conferencing facilities and contactless payment systems, there are many examples of technology directly enhancing the guest experience. In my view, the most exciting innovations are happening in the back-of-house. Secure integrated databases are helping operators deliver individually tailored service that has the potential to create truly memorable guest experiences.

Editor: Two things you would like to change in the industry.

The two stigmas of long hours and inadequate compensation. Hospitality remains a wonderful career choice with tremendous potential. Of course, the hours are long, but there are not many careers where long hours are not required to make it to the top. 

Editor: What can we expect in the coming year?

The industry will bounce back from the pandemic, recovery will be tough and likely slow in many markets, but eventually, we’ll be stronger than ever. Innovation across the board will pick up pace as competition will be fierce and there are exciting times ahead.