Simphiwe Dlamini loves the hospitality business with a passion but, she says, it is a “hard industry and not for the faint hearted and requires patience, resilience, passion and a lot of 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 industry experience and six years academic experience as a lecturer, she intends to complete her Master’s degree in 2024 and enrol for her PhD studies so she can move into more senior roles in 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 ten 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 potential for growth, thanks to its diverse landscapes, cultural heritage, wildlife, and adventure tourism offerings.
“By leveraging these assets and focusing on innovation, sustainability, and service excellence, the industry can continue to attract visitors and contribute to the country’s economic development, and that means more jobs and more positions to fill.
The hospitality industry in general hires for attitude and trains for skill. However, the need for more educated staff members with the right skills and optimistic views has led to the demand for degrees and diplomas in hospitality,” she says.
We asked Dlamini about her role at school and her advice for anyone wanting a career in the hospitality industry.
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, 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 necessary 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 important to own your day, be prepared always and ready to learn. Life is challenging but people who plan daily always win.
Who have been your mentors?
Industry leader, Thuthukile Moloto, who is currently the GM at the Protea Hotel by Marriott Durban, Umhlanga.
How do you rate the South African 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 that win in this industry.
What makes for good service?
Good service is observed in one’s will to serve, knowledge of how to serve and skill to serve with excellence.
What kind of qualifications will hotels be looking for 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 in your opinion are the key attributes for a good hospitalian?
Professional, a good communicator, outspoken and experienced.