Time for SA's hospitality staff to shine

Coral International Cape Town Executive Chef, Stefan Muller (pictured back right) with his team.

Regarding the readiness of South Africa's hotel staff, Booyzen says: "While I along with my peers and colleagues are extremely excited about the once-in-a-lifetime event that is upon us, I firmly believe that this is a time for South Africa's hospitality staff to show the world just why we are considered to be one of the most helpful, friendliest nations on earth."

All about teamwork

Most visitors to a hotel, guest house or game lodge, see what is known in the industry as the "front of house", but there is another, more important part, the "back of house" which is seldom seen by guests. This, according to Booyzen, is where the engine of the establishment sits; where hard-working, committed staff spend their days cooking, cleaning, washing, ironing and mending to ensure guests receive only the best that they can expect.

"The hospitality industry is one of the most diverse job sectors in the country where anyone from a seamstress to a chartered accountant could build a career," she continues. "The key difference between this and other sectors though, is the utter commitment and attention to detail that it takes to run an efficient operation. Every member of staff plays a vital role in the successful delivery of hospitality services and if one person fails to carry out his or her tasks with total commitment the end result is an unhappy guest. It is quite simply about teamwork."

Everyone is watching

While the World Cup may be the biggest thing yet to hit South Africa, Booyzen believes that this is a time for South Africa's hospitality staff to showcase the best of the country to the world, bearing in mind that it's not just the physical visitors who will be watching, but international media and a host more who will take their experiences back with them and spread the word.

"Tourism into South Africa is a key economic driver and this is an opportunity for us to lift our service skills levels to ensure future growth of visitors to our country," she notes.

Key attributes

In addition to handling pressure and displaying good problem solving skills, Booyzen highlights some of the key attributes that will stand hospitality staff in good stead during the World Cup and beyond:

1. Get it right first time and every time: Booyzen believes that there's no second chance to get it right. Make sure you understand your role and be sure to do what you are supposed to do when you are supposed to it.
   
2. Enthusiasm: Start each day with a fresh, enthusiastic attitude otherwise you will never be able to play your part to the best of your ability.
   
3. Flexibility: Understand that the most important person in hospitality is your guest. Without satisfied guests you wouldn't have a job, so be sure to have a flexible and adaptable attitude.
   
4. Teamwork: Every person employed in the hospitality sector and particularly in an accommodation establishment has a role to play to make the whole function effectively and efficiently. You are not there on a one-person mission, but rather to function as a whole.
   
5. Be organized: Hospitality is about deadlines and pressure; things can change with very little notice and staff have to be highly organised and on their toes.
   

"In the hospitality industry you seldom get a second chance to make a first impression. Our business, not unlike our country is driven by people more than anything else. There is nothing more rewarding than receiving great feedback and positive comments following a guest-stay; that's why I have been in the industry my whole working career and that is why people choose the industry as a career. So, let's get it right; it is after all show time for our industry," concludes Booyzen.