Hospitality industry is not for the faint-hearted

Simphiwe Dlamini loves the hospitality business with a passion, but she saif it is a tough industry, not for the faint-hearted and requires patience, resilience, passion and much hard work.

Dlamini, who resides in Kempton Park, is a lecturer at the IIE School of Hospitality and Service Management campus in Rosebank, Johannesburg.

Having completed six years of industry experience and six years of academic experience as a lecturer, she intends to complete her Master’s degree next year and enrol for her PhD studies to move into more senior roles on her academic journey.

Dlamini believes there is huge potential growth in the hospitality industry, and those looking for guaranteed job prospects over the next five to 10 years would do well to consider a career in this field.

“Given the recent 2023 Telegraph Travel Awards, which saw South Africa honoured with the prestigious award as the best country, while Cape Town won the best city in the world, South Africa’s hospitality industry has great growth potential. This is thanks to its diverse landscapes, cultural heritage, wildlife, and adventure tourism offerings,” said Dlamini.

She added that by leveraging these assets and focusing on innovation, sustainability, and service excellence, the industry could continue attracting visitors and contributing to the SA’s economic development, and that meant more jobs and positions to fill.

“The hospitality industry hires for attitude and trains for skill. However, the need for more educated staff with the right skills and optimistic views has led to the demand for degrees and diplomas in hospitality,” Dlamini explained.

We asked Dlamini about her role at school and her advice for anyone wanting a career in the hospitality industry.

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Why do you recommend IIE’s School of Hospitality and Service Management?

It prepares students for the hospitality and service industry by enforcing a professional campus culture and offers broad industry knowledge and skills. Prospective students interested in the hospitality and service industry must not fear the industry. They must take on the challenge and win.

How does the school prepare students to enter the workplace and have the skills to do the job?

They send students out to the industry after completion of theory to work on the practical skills required. Also, the students work on campus events, and their modules cover practical elements which are demonstrated in class.

What advice do you give to students?

I always tell my students that it is vital to own your day, be prepared, and be ready to learn. Life is challenging, but people who plan daily always win.

Who were your mentors?

Industry leader Thuthukile Moloto. He is the GM at the Protea Hotel by Marriott Durban, Umhlanga.

How do you rate the SA hospitality industry?

An excellent industry with brilliant job opportunities and economic benefits.

What advice do you have for students who are studying or want to study hospitality?

If you love it, then you can do it. Anybody can academically pass hospitality, but it is those who have the heart for service who win in this industry.

What makes good service?

Good service is observed in one’s will to serve, knowledge of how to serve and skill to serve with excellence.

What qualifications will hotels want in management positions in the next five years?

MBAs will be the next big thing in managerial positions.

How important is service management in the hospitality industry?

It is the heart of the industry; service is our product offering. It is the very reason we exist in the market.

What are the key attributes of a good hospitalian?

Professional, a good communicator, outspoken and experienced.

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