Forsyth-Githahu joined Protea Hotels almost three years ago as the Head of Protea Hotels contact centre, having worked in the human resources field within business process outsourcing and other industries over a number of years. His exposure to the hospitality industry goes back to 1999 when he began a seven-year stint with South African Airways.
With a focus on implementing strategies for continuous improvement, Jerome has worked hard to re-engineer business processes for the Protea Hotels in-house and outsourced contact centre operations, and has seen the fruits of his labour through increased revenue and greater customer satisfaction.
Staying at the top of his game in the contact centre world, Jerome takes a keen interest in industry affairs, as reflected in his active membership of the Contact Centre Management Group (CCMG) and of the South African Institute of Management.
Recognition of his achievements has come through being named as a Silver Award Winner in the Best Operational Manager category of the CCMG industry awards in 2013, and as a finalist in the Europe, Middle East and Africa region of the 2014 Contact Centre World awards that recognise those making significant contributions to best practices in the contact centre industry.
Having clearly made his mark at Protea Hotels within a relatively short time, Jerome will embark on his new venture with enthusiasm and the usual approach to quality he sets for himself. "I am excited to be joining the Protea Hotels National Sales Team and look forward to creating meaningful customer connections and relationships which continue to drive value for all stakeholders," he says
