Tell me what you do as general manager of the Wild Coast Sun.
I oversee the running of the resort, including the hotel, casino, golf and other entertainment facilities, retail and concessionaires. My role also involves employee and stakeholder management.
As with running any business, there are many moving parts that require constant planning and attention. These include budget and finance, marketing and sales, and renovations and maintenance. I also need to be aware of issues that pertain to guests, staff or the property.
You started your career about 25 years ago as a luggage porter at The Palace of the Lost City. Tell me about that journey.
I have been blessed to work in the amazing hospitality industry with many outstanding and talented individuals.
I started my career in the hotel industry back in 1997 as a luggage porter at The Palace of the Lost City because I wanted to be part of what I considered to be the best in the business, and I wanted to learn and grow in a luxury hotel.
In 1998 I joined Emperor’s Palace, under the Peermont group, as a switchboard operator, and was later promoted to a night auditor.
In 2001 I travelled overseas to gain international experience and worked in Ireland as an operations manager, working in front-office operations. During my stay in Ireland I studied hotel and tourism management.
You have worked in various different departments in many hotels over the years. How does that help you as a general manager?
My front-office experience, as well as in food and beverage and facilities management , has given me the self-discipline and the hospitality mentality I need as general manager.
I was trained to work in all hotel departments, but what I found most memorable was gaining personal knowledge by talking to the people Iworked with during this training. I am still learning today, by engaging with people from all walks of life.
Your industry was badly affected by the pandemic. How did lockdown affect you?
Everything changed.
We have to adhere to strict health and safety protocols implemented to help curb the pandemic and ensure guests and employees feel safe at the resort.
In December 2020, Wild Coast Sun introduced Covid-19 safety marshals over the festive season with a view to monitoring the safety of visitors and guests on the property. The marshals were responsible for ensuring that everyone wore their masks properly and practised social distancing.
Due to the success of this measure, the resort continues to use these marshals over busy periods, which has also provided jobs to those from the community.
Our daily meetings moved from face-to-face to online meetings. We also had to review our marketing strategies to regain our business. Marketing during the pandemic has had its challenges due to the various lockdowns and restrictions.
We are in a lucky position because at least 80% of our business is return business, followed by word of mouth referrals. We have seen our regular customers retuning in a way that is encouraging. However, our conference business is still very slow to come back, which is purely due to restrictions on gatherings.
What did you want to be as a child?
Play soccer, because it seemed like an easy way out of poverty, and I was good at it.
What would you say to young people eager to get into the hospitality industry?
Push yourself forward, keep learning and accepting new challenges. Find the courage to step outside your comfort zone, and trust that you will succeed.
