Don Jesseman: Striving to deliver high service standards

Don Jesseman, 47, general manager of Indaba Hotel, Spa and Conference Centre in Fourways, Johannesburg, has always been in hospitality. He is self-motivated and has an eye for detail and is dedicated to achieving positive results.

He has worked in the sector for over 31 years, starting as a waiter at age 16 at a family-run Italian restaurant. He has taken on many different roles in hospitality over the years. “I see my current job as general manager at the Indaba Hotel as the most challenging and exciting yet,” Mr Jesseman said.

Where did you start your career? I started my career after attending a Holiday Inn school programme in Grade 11, and working in a restaurant for pocket money.

How long have you been in the sector? I started work 31 years ago as a commis and waiter in an Italian restaurant. After signing up for a holiday short course with Holiday Inn in 1989, I knew I wanted to go into the hospitality industry. I finished school in 1990 and was an exchange student with Rotary for a year to Australia. One of the families that hosted me assisted me to do some part time work for the Hilton in Perth. I returned home to do national service in 1991, then attended Belvoirpark Swiss Hotel School from 1992- 1994, during which time we served at the inauguration of Nelson Mandela event at the Union Buildings.

What was your first management role? My first management role was banqueting manager at the Karos Safari Hotel until 1998. To expand my experience I took a job with the banqueting team at the Lost Sun City banqueting department at Sun City.

What are some of the highlights of your career? In 2000 I decided to go abroad and joined the cruise industry to get further international experience and exposure to food and beverage controls and procurement. With Cunard and Seabourn Cruise Lines, I worked as food and beverage controller and provision master/ procurement manager on board four of their luxury ships between 2000 and 2004. I decided to return home in late 2004. I took a job as resident manager at the Sunnyside Park Hotel and was thereafter made general manager. In 2008 I moved to gain experience at a gaming property, Sibaya Casino in Umhlanga. I was general manager of the food and beverage operations of the complex with 680 staff. In search of five-star corporate hotel experience, I joined the Michelangelo Hotel in 2012 as food and beverage operations manager. In 2014 I became hotel manager of the 318-room Crowne Plaza Rosebank. I became general manager of the Rosebank Holiday Inn in 2017, and was later promoted to regional manager overseeing the Woodmead Holiday Inn Expres, too.

What are some of your accolades? During my time at Holiday Inn and Crowne Plaza I received four front runner awards for best franchise hotel in Africa from Intercontinental Hotel Group, a first for these hotels. Another first, I received the 10 Club Award which was presented to me at the GM conference in Dubai, for delivering best overall performance for the year 2018.

What has been the biggest change you’ve seen in this sector? Technology has evolved and today is able to customise guest needs and track guest stay preferences. This is an amazing tool to look after returning guests.

Are you married? I have a partner, Elaine.

What role does your family play in your life? Family is very times long hours are required, so its important to balance work and family life.

What is your secret to success? It is important to have clear goals and involve your team at every stage and beconsistent. I love what I do and am open to new ideas. believe you don’t only praise outcome, but also effort.

What has been your biggest challenge in this sector? To deliver consistently high service standards.

What is your pet hate? Rude service or not engaging meaningfully with our guests.

What is the most memorable place you have ever been to, and why? Carnival in Rio, Brazil – the sheer amount of people.

What is the most impulsive thing you have ever done? Sold my car and took a trip to Europe to go and watch the Tour de France final stage in Paris.

Who is your role model? Richard Branson – for his entrepreneurship, innovation and positive attitude.

What advice do you have for anyone starting out in this industry and hoping to follow in your footsteps? It is the most rewarding industry – stay focused and learn from others. Work with your team and aim to build great teams and you will succeed.

What is your dream for the future? To direct a large portfolio of hotels and shape a successful vision for the group.