SKILLS FOCUS

Hospitality and service go hand in hand

Etresia Booysen is a senior lecturer at The IIE’s School of Hospitality & Service Management in Rosebank, Johannesburg and is passionate about the hospitality industry.

While growing up, all Ms Booysen wanted to do was to become a chef, but after leaving school she decided to rather study for a hospitality diploma as it allowed for more career opportunities. Ms Booysen graduated with a Masters in Food and Beverage Management.

“I soon realised that I loved being an academic, enriching young minds and instilling the same passion I have for the hospitality industry in my students,” she said.

“As well as lecturing, I have also enrolled for my PhD studies in Food Service Management. I wouldn’t change anything at all when it comes to my career path and choices.”

We sat down with this dynamic Roodepoort resident and asked her some questions about the local hospitality industry.

What advice do you have for anyone wanting to make a career in the hospitality industry?

Have hair on your teeth. It is not an easy industry, but it is extremely rewarding. There is so much you are able to do in this industry; you just have to go for it.

How do you rate the South African hospitality industry and how do you see it now that tourism is opening up again?

Despite the hit the industry took during the pandemic, it is still growing and booming. There are so many innovative ideas and technologies that developed because of Covid. We have world-class establishments in South Africa.

What is your advice for students who are studying or want to study hospitality?

Plan, plan and plan. Good hospitality and execution go together with planning. Some days might be harder than others, but if you get up, dress up, show up and never give up, it will all be worth it in the end.

Who was your biggest hospitality/ food influence growing up?

My grandmother. She was the one who made me so passionate about cooking, which led to my career path. My family was also supportive of my career choice and pushed me when I needed it.

What do you think makes for good service?

Attention to detail, friendliness and authenticity. If you love what you do, you will put in the effort and that shows.

What are the key qualifications that hotels are looking for in the staff they hire today that were not required five years ago?

Excellent customer service, communication, service and sales.

What kind of qualifications will hotels be looking for in management positions in the next five years?

Although the industry allows for people to be employed outside their scope of knowledge, the industry is leaning more towards skilled and qualified people. Seeing that people are looking, and most likely, paying, for an experience, it is particularly important to have skilled and qualified managers on site to ensure everything runs smoothly. Passion, motivation and good leadership skills is also necessary when it comes to employing managers within the industry. Without these skills, executing tasks become difficult.

How important is service management in the hospitality industry?

Without service there would not be hospitality and without hospitality there would not be service. The one is as important as the other. You cannot expect to have a successful hospitality establishment without good service.

What in your opinion are the key attributes for a good hotelier?

Saying “please” and “thank you”. It might sound silly, but courtesy goes a long way. My father always says, “Friendliness costs you nothing.” A happy customer will tell a friend, but an unhappy customer will tell the world.