“Eat a teaspoon of cement and harden up!”
That is Kim Macdonald’s recommendation when asked what advice she has for anyone wanting to make a career in the hospitality industry.
“Not literally of course,” she laughs, “but it is a very strenuous and pressuring industry in which to pursue a career.”
“However, it is also the most rewarding career path to follow if you are naturally service orientated and are looking for a broad industry to make a splash and be recognised for your talents,” she is quick to add.
Macdonald, who hails from Radiokop in Roodepoort, is a lecturer at The IIE School of Hospitality and Service Management’s Rosebank campus in Johannesburg.
After studying Hospitality Management at The University of Johannesburg, she joined a commercial car insurance underwriting firm as a receptionist and, after being trained in the finance department, was promoted to junior accountant. But Macdonald was determined to pursue her passion for the industry she studied and after researching institutions that offered hospitality management, she sent her CV to The IIE School of Hospitality and Service Management. Thereafter followed an interview and it was not long before she was appointed into the position she currently holds.
We asked Macdonald her thoughts on the industry and any further advice (other than eating cement!) that she has for those wanting to enter the sector.
What advice do you have for the hospitality industry as we come out of the pandemic?
To keep going. The pandemic had a very harsh impact on the hospitality and tourism sector, but it will recover, just as we and our economy will recover from its effects. Travel restrictions have already been eased and our tourism and hospitality sectors will not only recover but flourish.
What about students who are studying or want to study hospitality?
Studying hospitality is one of the best decisions a young adult can make. The industry is so broad and can open so many opportunities for graduates both locally and internationally. The biggest mistake one can make is assuming that a qualification in hospitality can only assist in getting a job working in a hotel, when in fact it opens any career opportunity that involves a relationship with the customer.
What are you most proud of?
The decision I made to change careers. I recognise that although I may have a talent for finance and I could have made a promising career in it, it is not where my heart lies. My passion for the industry as well as the encouragement from my mentors guided me to make this change, and I couldn’t be happier. As the saying goes: ‘If you do what you love, you’ll never work a day in your life.’
What, in your opinion, makes for good service?
Going the extra mile. It’s what sets you apart from other service experience standards and is the foundation of creating an enduring and loyal relationship with customers.
What do you think are the key qualifications hotels are looking for in the staff they hire today that were not required five years ago?
Training and certified qualifications are always advantageous, but I think most hotels are now looking for much more than just that. Hotels want staff who have leadership potential in addition to commitment, enthusiasm, and great communication skills. It is also advantageous to have a good knowledge of health and safety and finance/budgeting.
What kind of qualifications will hotels be looking for in management positions in the next five years?
They’ll be looking for managers who understand information and technology as it progresses and an increased understanding of customer service, because as the times change, our standards in customer service will change and we will be required to not only keep up but to try stay ahead. Managers will therefore need to be flexible and open-minded to all the societal, technological, and situational developments that could occur.
How important is service management in the hospitality industry?
Service management plays an essential and significant role in the hospitality industry. I believe that it’s what protects the relationship with the customer. Problems occur all the time, mistakes happen, but what the guest will remember is how you treated them and how you handled the situation. That is what will gain their loyalty.
What, in your opinion, are the key attributes for a good hospitalian?
Dedication and commitment to customer satisfaction; great communication and language skills; respect and a good understanding of multiple cultures to create a unique experience for every guest. Also, emotional intelligence! When communicating with an exceptionally unhappy guest, it is important to remember that their frustrations are not directed at you personally, but at the problem at hand. How you go about solving that problem can completely change the guest’s perception and relationship with the establishment.