So you want to work in hospitality…

What does it really take to succeed in the world of hotels? Desmond O’connor, general manager at Cape Town’s Radisson Blu Hotel and Residence, shares his insider info.

How I got my job

To tell the truth, I got into this business by accident – or luck! Before starting university, I found a casual job as a waiter at Joburg’s Sandton Sun and that sparked the interest that’s been with me ever since. I apprenticed at the Karos Hotel group while doing a diploma at Wits University Hotel School, and went on to work at several top hotels, including the Table Bay, Cape Royale, Mandela Rhodes Place and Radisson Blu in Port Elizabeth. That led to my current position as GM at Cape Town’s Radisson Blu Hotel and Residence.

What I do

My day revolves around our guests, which is why my desk is strategically placed in the reception area, so they have access to me. I have daily meetings with the trustees board on all topics, from security to PR strategies. But there are also times when I’m out on the road, with my sales team, visiting clients.

What it takes

As you can imagine, the ideal candidates for this field are energetic, patient, creative and resourceful. But there’s an extra factor that makes all the difference: being a happy person. Positivity is a quality that both your colleagues and guests will sense, and it will help you through the rough patches and demanding times.

What to remember

My general advice is to work hard, be ambitious and take calculated risks. But just as important is the ability to take responsibility for bad decisions. We all make mistakes, but the key is not to blame other people. Your colleagues help determine your success, especially in the hospitality industry, so don’t throw them under the bus!

The best part of working in hotels

I’m a real people person, so my greatest reward is seeing a look of delight on a guest’s face. I call it the ‘oo-la-la’ factor and it’s my ultimate seal of approval.

How to get started

One of the many great things about this field is the choice – from sales and marketing to food. So I highly recommend an internship before you study. You’ll get an idea of the area that will suit you, and you’ll ensure that this is really what you want to do, as it isn’t for everyone!

The strangest request I’ve heard

I was working at the Table Bay Hotel and the pool was undergoing renovation, which seemed fine as storms were raging. But one guest was so keen on a swim that we eventually transported him to the beach. Icy water, storms and all, he got what he wanted!

The biggest romantic gesture I’ve seen

As a fantastic gift, a company director had bought his wife a car for her birthday, and they met up for brunch at the hotel where I was working. Instead of romance, however, they had a huge argument, and she stormed out and right past the car, which was parked out front, complete with a huge ribbon. He chased after her and presented her with the keys. She burst into tears and… well, it’s safe to say all was forgiven.