PERSONALITY PROFILE

Thabani Ndlovu – “I always had my heart set on working in Africa”

Passionate Thabani Ndlovu, 39, general manager of Hilton Garden Inn Gaborone in Botswana was born and raised in Bulawayo, Zimbabwe.

After school I moved to the United Kingdom to study international hospitality and marketing management. Whilst there, I began working in the industry at Hilton London Metropole and have enjoyed a long career with Hilton over the past 16 years.”

“I spent more than 10 years in the UK, growing in a corporate role within Hilton EMEA until I moved back to Africa. In 2013, I opened the Hilton global sales office for Africa, looking after key accounts from Cape Town to Lagos and travelling every other week to different cities and countries on the continent.”

Ms Ndlovu has worked in Zambia and also in Namibia on the Hilton Garden Inn hotels. She was appointed general manager of Hilton Garden Inn Gaborone in December 2019.

Ms Ndlovu said: “I have thoroughly enjoyed my career, the experiences and exposure I have been afforded. It is something I had never imagined growing up in a middle-class Zimbabwean family.”

“I would like for more of Africa’s younger generation to have similar experiences, and to contribute to the development of our continent. As a result, I strive to inspire and assist with the development of colleagues wherever I am. On a more personal note, I would love to have an establishment of my own by the time I retire. If not, then to have enough savings to be on holiday for the rest of my life,” she added.

Ms Ndlovu said that her proudest achievements include:

• Successfully leading a team of 80 per cent female management through 2020 and retaining most of the team members in the workforce.

• Evolving into a female leader in a male dominated environment, more so in a reputable global company.

• Voted as one of the top 100 most influential women in tourism in Africa by ATQ News.

Where did you grow up?

I grew up in Bulawayo, Zimbabwe’s second largest city. I completed my primary and secondary education there as well as studied at the School of Hospitality and Tourism. I then relocated to the United Kingdom, where I studied at London Metropolitan University and completed a joint BA Honours degree in international hospitality management and marketing management.

Where did your career begin?

My career commenced at Hilton London Metropole as a breakfast waitress while I was studying. I have always enjoyed hosting, cooking for, and interacting with people. Hospitality is second nature to me, so when it came time for me to choose my career path, the hospitality industry was a natural choice for me.

How long have you been in the sector?

I have been in the sector my entire career. Over the past 16 years, I have moved and progressed within Hilton, first as a breakfast waitress, then as a receptionist, groups conference and events sales executive and eventually business development manager in London. Following this, I worked at the EMEA headquarters in the global sales office overseeing the convention hotels primarily in the UK and supporting other hotels in the region. This gave me the opportunity to travel around Europe and gain a lot of cross-cultural experience.

However, I always had my heart set on working in Africa and had the opportunity when I was afforded the position to open the first global sales office in Sub-Saharan Africa. After being in this role for just over four years, I expressed interest in becoming a general manager and enrolled in SHINE, Hilton’s management training programme. It was at this time that I had moved from sales to an operations role as commercial leader, to open Hilton Garden Inn Lusaka. Within four months of opening the hotel, I applied – and was accepted – for the role of Hotel Manager to preopen Hilton Garden Inn Windhoek. Within nine months, I was promoted to my current role in Botswana as general manager for Hilton Garden Inn Gaborone.

What has been the biggest change you’ve seen in this sector?

The digital transformation of the hospitality sector, and the use of digital platforms in what was a traditionally tactile industry has been a big shift. For example, digital keys and concierge, where this role was traditionally fulfilled by a butler. There is also the connectivity of rooms, which essentially means that one may conduct a ‘turndown’ service by controlling the temperature, television and lighting, all while the guest is in the room. We are now in a world where we have to offer these services and experiences, while still balancing the human element when assisting our guests – and that may never be replaced.

What role does your family play in your life?

I am married to Terence. My family is my support system. I have relocated on four occasions throughout Africa – from South Africa, to Zambia, Namibia, and now Botswana. My husband has been by my side every step of the way, and always encourages me as I progress in my career.

Do you play any sports?

I am learning to play golf. Hilton supports a lot of international sporting events and I have decided to take my involvement a step further.

What is your secret to success?

Patience, perseverance and being open-minded.

What has been your biggest challenge in this sector?

The biggest challenge has been the Covid-19 pandemic in 2020, a year which was also my initiation as a general manager in a fully operational hotel. Right before the global outbreak, I moved to Botswana during the Christmas holidays, while still working on building a team which grew to 100 staff. Within three months of assuming my role, I was forced to suspend operations and go into a period of uncertainty from a professional perspective; what would happen to the hotel and my team, and personally; worrying if any of my loved ones or I would contract the virus .

So far, it has been a remarkable experience. I have had the full support of my colleagues and management, which has helped me retain most of my team and maintain a profitable business in 2020, and to date. I would like to be optimistic and believe that the worst is now over and that we may look to rebuilding the business.

What is your pet hate?

People who are late and do not communicate this.

What is the most memorable place you have ever been to, and why?

Caesars Palace in Las Vegas. Growing up in Zimbabwe, I never thought I would have the opportunities that I had. We would watch TV, and every notable person driven in a limousine and living in a mansion would talk about “checking in at Caesar’s Palace”. So, when I had the opportunity to travel to Las Vegas for a convention, I wore the biggest smile and sense of pride when I “checked in at Caesar’s Palace” and went to see the Belagio Fountains.

What is your favourite city?

I can’t pick out a favourite city, but I did fall in love with Italy. There is so much to see and do, from the canals in Venice, the vibrancy of Milan and the beautiful Tuscan countryside. The food offering wherever you go is luxurious and rich, from Lemoncello in Sorrento, Florentine steaks and, of course, the pasta!

How do you relax?

A spa day or a day with my friends outdoors with good food.

What is your favourite food?

I enjoy a good tiramisu.

Who is your favourite movie star?

Will Smith. It started as a teenage crush during his Fresh Prince of Bel Air days, but over the years I have grown to respect him and his career.

What advice do you have for anyone starting out in this industry?

Hospitality is an industry that requires one to have a passion for serving people, so consider if that is something you want to commit to before you decide. It may be trying at times, but it is rewarding. It is a great sector, with opportunities to travel, and offers variety, as no two days are the same – which is a bonus in my opinion!