Do you have what it takes for a career in the hospitality industry?
Wandisa Mabila reveals the key attributes.
It’s not always clear growing up what career path to follow, but Wandisa Mabila knew from a young age that he wanted to be a teacher, so after completing a BTech degree at the University of Johannesburg at the end of 2017, he applied for, and got, a position as a tutor at the University of Mpumalanga in Mbombela.
Eighteen months later, Mabila was offered a position as a junior lecturer in the Department of Tourism and Hospitality, where he was responsible for teaching Hospitality Business Management.
“The experience was daunting and yet exciting at the same time but with the guidance of others and my dedication towards my work I was able to successfully produce good student results,” he recalls.
At the same time that he was lecturing, Mabila was also focusing on doing research for his Master’s degree in Tourism and Hospitality which he successfully completed recently.
“Shortly afterwards The IIE School of Hospitality & Service Management offered me a job as an independent contractor lecturer, responsible for all teaching and learning aspects of the hospitality business management, as well as room division and financial management.”
Not one to rest on his laurels, Mabila is also continuing his academic career and is in the process of pursuing a Ph.D. in Tourism and Hospitality Management.
Currently residing in Edenvale and lecturing at the school’s Rosebank campus, Mabila sat down to talk about his thoughts on the South African hospitality industry, his advice to students and what makes for a good hospitalian.
How do you rate the South African hospitality industry?
Prior to Covid the global hospitality industry was rapidly expanding and needed to accommodate an increasing number of customers. But it came to a sudden and unforeseen halt as a result of the global restrictions imposed in an attempt to control the pandemic.
The industry is quickly returning to its previous activity levels, but to ensure long-term growth, it must meet the needs of its clients. The hospitality industry relies heavily on positive word-of-mouth and as a result, it is critical that customers are always pleased with the level of service they receive during their hotel stay.
What advice do you have for anyone wanting a career in the hospitality industry?
Firstly, I would advise them to first do some research on what hospitality is all about and then make sure they choose the correct modules that are aligned with hospitality in their basic education level. Anyone seriously wanting a career in the industry must have a passion to work with people of all shapes and sizes and colours and creeds. They must be eager to learn and not let adversity get them down. They also need to know the importance of being friendly and personable and maintaining a positive attitude even in difficult situations.
What advice do you give to your students?
I always tell my students that working in the service industry can be mentally and physically demanding. You are constantly on your feet, running around, lifting heavy food and beverage trays, taking orders, remembering who got what, and trying to complete everything on time. I encourage them to go above and beyond for their guests and provide them with the service they would expect.
I tell students that if they make the decision to work in the hospitality industry, they must devote their time and energy to their customers. Positivity encourages guests to believe in your ability to resolve their issues. In my classroom, I foster an atmosphere of peace and harmony so that students can work and respect one another.
What makes for good service in your opinion?
Good service is listening to your customers, understanding their needs, thanking them, and fostering a positive, helpful and friendly environment to ensure they leave with a positive impression. A happy customer will return again and again and will almost certainly refer other people to your business.
How important is service management in the hospitality industry?
It is a critical and indispensable component of the hospitality industry, and a method for businesses to manage their customer relationships. When a company has quick and easy access to customer data, it can better strategise and control its interactions with them. This assists businesses in increasing customer loyalty and retention by exceeding customer expectations with excellent service.
What are the key qualifications that hotels are looking for in the staff they hire?
I would say at least a National Diploma in Hospitality Management or a Bachelor’s Degree in Hospitality Management, and five years from now, they will consider postgraduate diplomas for managerial positions since most people working in hotels are more educated than previously.
Finally what do you think are the key attributes for a good hospitalian?
Someone that has excellent customer service skills, tremendous communication skills, strong organisational skills, very good computer skills and brilliant attention to detail. Other qualities are a positive, can-do attitude and pride in one’s professional appearance. If you have all or most of those traits, you can – with a little training – become a superb hospitalian
*Content supplied by Jag Communications
