Getting into the driver’s seat is taking him places
Reese Malan is The Table Bay Hotel’s transport manager. He tells Margaret Harris his love of people motivated him to move from a job at a signage company to working in the tourism industry and introducing guests to the Mother City
What does your job as transport manager involve?
I oversee The Table Bay Hotel’s chauffeur services.
The chauffeur drivers are integral to delivering customercentric, authentically South African experiences for our guests, and they are often the hotel’s first point of contact with guests. It is important that they have the skills to deliver exceptional service.
What work were you doing before you changed direction in your career?
I was with a company called Window Tinting and Vinyl Signage, where I worked on signage for various companies. My dream started when I had to do the signage for some hotels in Cape Town. I realised that I wanted to do a job where I could drive and work in the tourism industry.
Switching careers has been challenging, but the benefits have outweighed the hardships because I am doing what I love. It has taken hard work and sacrifice to get where I am today. But I have proved that if you stay positive, believe in yourself, communicate well and are honest you can achieve your aspirations.
Why did you want to make the change?
I love to interact and communicate with people, and driving offered me that. Meeting guests at the airport, welcoming them to Cape Town and providing information about our Mother City allows me to do exactly what I love to do. The reward at the end of guests’ stay is when they thank me for my suggestions because they made their time at the hotel memorable.
What did you want to be when you were a child?
A school teacher, so I could share my knowledge with other people. At a very young age I was part of our church youth activities and Sunday school classes. I discovered I had a passion for educating others.
As a chauffeur, you interact with many guests. How do you handle difficult or rude people?
I focus on remaining calm and listening attentively to what the person is saying. By doing that I can see where the misunderstanding has occurred, be apologetic if the hotel is to blame, and try to resolve the problem. However, should a client shout and use foul language, I then advise them that I understand their frustration but will be able to listen only once they have stopped shouting and using bad language.
What part of your job would you prefer not to do?
There is nothing I don’t like doing — I love every part of my job.
What makes you good at the work you do?
My communication skills and my drive to succeed and motivate others.
I always try to listen to my staff and take care to pay attention when they give me their version of events, so that I can resolve the issue.
I strongly believe that your staff should not fear you but respect you and the position you hold. I also think it is important to crack the odd joke.