Fun-loving staff make for contented conferences
Kevin Clarence is the director at Birchwood Hotel & OR Tambo Conference Centre, close to Johannesburg’s international airport. He tells that motivated workers are vital if businesses are to succeed in today’s tough economy
Describe the three most important things you do at work.
Firstly, constant, personal interaction with the staff. Without a motivated and committed workforce, no business can survive in today’s tough economic environment. I always remind staff that I am only as good as the people around me and we are all reliant on each other to achieve exceptional customer service.
In my opinion, many titles go to people’s heads and they soon become “too important” and forget that staff need guidance, boundaries and leadership. I try to emphasise the importance of values and that no business can grow without core values such as honesty, consistency, reliability, trust and respect. Every day, I address 30 staff (from all departments) and remind them of their importance.
Secondly, interact with customers. I try to get as close to them as possible. In this way I get honest, reliable feedback. I am always conscious of trying to ensure we do not overpromise and under-deliver. Our business reputation is extremely important to me.
Thirdly, trying to create a work environment that is fun and vibey, which invites growth and change.
In your almost 20 years of running a conference centre, what have been the biggest changes in the industry?
Increased competition through greater demand and improved connectivity, which has forced providers to keep up with stateof-the-art technology.
What are the issues clients are most likely to complain about when attending a conference?
Parking: when delegates arrive at a venue and cannot find parking they become frustrated. Good connectivity is also vital. All delegates attending a conference want to remain in touch, so fast, reliable Wi-Fi is crucial. Ensuring that we provide an excellent culinary experience is important, as delegates are inclined to complain if they have an “ordinary” experience. Clients are becoming more and more discerning and are quick to complain about average customer service, so we need to strive to be exceptional in this department.
What did you want to be when you were a child?
A professional footballer. I excelled at sport as a youngster.
What was your first paying job and what was the most important lesson you learnt from it?
My first job was with Grinaker Building, and I learnt how to be part of a team and appreciate the efforts of others.
Was working in construction useful for developing the conference centre?
Extremely. The Birchwood was born out of this experience. Working at Grinaker gave me the opportunity to be involved with the construction of the two Garden Courts in Sandton. The client was Liberty Life and the operator was Southern Sun. So I was able to gather critical information which enabled me to make an informed decision about venturing out on my own. This information included the costs of building the hotel, the daily occupancy, average daily rates, the lease agreement between Liberty and Southern Sun and much more.
In terms of events, which do you prefer: business conferences or family functions like weddings?
Business conferences by a country mile. Not only is the price per delegate far more lucrative in business conferences but the time, effort and individual detail one needs to give to weddings or private functions is far more consuming. And there are fewer payment issues with business clients.
What do you enjoy most about your job?
The interaction with both clients and staff. I get great pleasure from exceeding customers’ expectations through a happy, motivated and fun-loving workforce.
What would you prefer not to do?
I would love to run the business without having to comply with the legislative demands, which are not always in the interests of entrepreneurship.