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Maze Consulting is proud to announce that Bernard Juwele has successfully completed his course in Basic Opera PMS and the Introduction to Hospitality Operations.  What makes us even more proud, is that Bernard, within a week of completing his course, found employment at a fabulous upmarket hotel.  Congratulations and Well Done!!

Basic Opera PMS and the Introduction to Hospitality Operations

Technology spending is increasingly becoming a bigger part of the budget of hotels and guesthouses. It is therefor interesting to note the key trends that are arising from the 2016 Lodging Technology Study and it comes as no surprise that mobile comes in at the top of this list of trends.

We’ve highlighted in the past the importance of being mobile ready and mobile still dominates the list of new technology rollouts, from mobile booking apps to mobile keys. Everyone wants in on the technology game or risk being left behind.

Thursday, 23 June 2016 06:57

Motination: Training future Hoteliers

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Since being involved in the Hospitality industry from 1998, I have had the privilege to work and be upskilled by many hotel professionals, some acting as mentor to me.

In March of 2016, through the learnings I have gained, my vision of working in an environment where the main focus is on training and development, was fulfilled. I joined Maze Consulting, a business owned by one of the influential people in my life, Melanie van Wyk. We were, as we both believed, destined to work together again, after a departure from one another in 2009.

Monday, 20 June 2016 14:28

People Power

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In my last article “Be the People’s GM” I spoke of Leadership and the impact it has on it’s People.

I wish to add the following:

Always Adopt A Positive Attitude

Despite the challenges businesses face in the economy, a good leader has to ensure you can grow and maintain a good business during these times.  You have to ensure you have a sound business plan and that you share this with your employees in order for them to believe and move alongside you in achieving your business goal. Your postive energy will have a positive impact to your team and the people surrounding you.

Tuesday, 07 June 2016 10:08

FEDHASA AGM

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Proud to meet with the CEO, Tshifhiwa Tshivhengwa of FEDHASA at AGM last night- An Amazing Man!!

A few weeks ago we had the privilege of staying at a lodge in the Black Rhino Reserve (part of the Pilanesberg Nature Reserve). While this is one of my favourite places to spend time, this visit highlighted some of the service issues experienced when people are clearly not in the right industry for them. The service received from some of the staff members got me thinking in depth about what Hospitality really means. It’s easy to see when it’s real, even easier to see when it’s not.split

Hospitality - Definition: The friendly and generous reception and entertainment of guests, visitors, or strangers.

Hospitable - Definition: Being friendly and welcoming to visitors or guests.

2 definitions so similar and yet very different. Hospitality is perceived to relate to business or the hospitality industry, whereas hospitable relates more to one’s personal life.

Therein lies the disconnect of a true hospitality or being of service. Anyone working in the industry should merge the two as you should treat your guests as you would treat a beloved or friend arriving at your home.

True hospitality is the humility to be of genuine service to someone else whether known or a stranger in such a manner that they feel special.

“Manuel will show you to your rooms - if you're lucky.”

One laughs at the bad tempered hotel owner Basil Fawlty played by John Cleese in the classic BBC TV series Fawlty towers but it’s a fact the hospitality industry is at its core unique. The reason is that in this industry the supplier of the service (hotel staff) is in face to face contact with the customers (guests) 24/7 all year round. Nothing is more powerful today than a business where its staff is trained effectively and show that they as staff have the ability to deal with challenges. Crucial is the fact that in the hospitality industry problems more often than not have to be resolved immediately without delay. It is vital that leaders must have the foresight to empower their staff members because the fact is that the manager him/herself cannot be present to deal with all the problems all the time.

20 Years in and you learn a thing or 2 about customer service in Hospitality. Most people know the basics such as the welcoming smile and immediate acknowledgement of guests as they arrive at your property. But there is a side to customer service that seems to have been forgotten by businesses. Contact with the guest before they arrrive at your property is equally important and affects the experience as much as the actual stay. Dealing with bookings on a daily basis there are a few key points that especially people in administrative positions need to keep in mind for excellent service:

Melanie and Gallo networking this morning at the SA Ubuntu Foundation breakfast. Great speaker - take home message: "We need to connect our heart to our intellect to bring change in this country"

Wednesday, 20 April 2016 16:24

Hospitality in the Digital Age

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The hospitality industry has been at the forefront of the digital revolution the past few years. Companies like Airbnb, Uber and websites like Tripadvisor have in many ways rocked the established industry and created brand new ones. Many companies were forced to invest aggressively in developing new models and focusing on mobile and last minute bookings.

Properties that fail to adapt to the changing times can see their normal way of doing business being threatened. There is however no need to be discouraged by the changing landscape but instead embrace the change and integrate it fully into your service offerings.

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061 489 0285

FEDHASA Maze  CTT member pantone transp

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