What is a typical day in your role as Hospitality Operations Director?
I like to think that no day is typical as a Hospitality Director! Given the nature of the job, we are faced with different challenges and opportunities on a daily basis. Specific daily tasks include fulfilling a supportive role to the likes of the lodge management teams, logistical operations, guest welfare, problem solving and then being required to be innovative and creative. The demands of the job may differ depending on where I am, at any given point, either at one of our lovely properties or the head offices in Nairobi or Arusha.
How are you working with the teams to enhance the guest experience across the properties, while also maintaining consistency in service quality?
There are many variable factors in managing this. Our first priority is establishing a strong support team for our lodges where we can focus on training, product development and enhance our guest offering, using this foundation to create critical support and specialist expertise. For example, we have recently employed a new group guide trainer and two group executive chefs, who bring a new and exciting approach to redefining our hospitality offering. Implementing these changes requires a careful balance, so we take a systematic approach to when and how we roll out new strategies.
How do you balance luxury experiences with Elewana's commitment to sustainability?
One of the reasons I joined Elewana is their commitment to tangible results in sustainable tourism. My team is duty bound to provide a unique, luxury guest experience. We are so blessed to have all the resources, iconic locations and the people of East Africa which has proven to be a significant drawcard in enabling us to support community initiatives, protect our wild landscapes and minimize our footprint.
What's a key trend in luxury safari tourism that Elewana is adapting to?
Trends come and go. We focus on being able to offer an experience that is not only memorable but that has tailored touch points for our guests, giving our lodges an inestimable edge. I once read somewhere that service is black and white, and hospitality is colour. It is so important to get our fundamental quality assurance measures in place, but also making sure there is a wow factor. Many of our innovations can be founded on market research and analysis of emerging trends in the sector. However, I do feel we also need to stay true to who we are and strive to lead the change.
How do you foster a culture of exceptional hospitality among Elewana's staff?
For me this is the key. The people make a safari. There are so many properties to choose from, but it is that gracious smile and warmth of welcome that truly defines us. Investing in our team, facilitating career path progression and fostering a culture of inclusion and advancement are pivotal. As a Hospitality Director, I would like to nurture an ethos of pride in our organisational culture.
What is one innovation that you are excited to implement in Elewana's operations?
There are a few things I am excited about, including our product development plans. We have a number of inspiring lodge refurbishments in the works, a new training development plan for our teams on the ground and we are currently working on creating distinctive guest 'delights' for each property. We are also looking at putting a significant emphasis on our menu development and wine offering. I don't want to give too much away; you will just have to come and see for yourself!