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THEMBA MPOFU

T hemba Mpofu is the general manager at Themba is also driven by a desire to give back. NEVER STOP TRYING

“Where I am today, someone opened the door for
Radisson Blu Hotel Durban Umhlanga.
One of the biggest challenges Themba faced was
me and believed in me,” he reflects. This experience
His story begins in Cape Town, where he
his education. “At some stage in my life, while I
was raised in the streets of Khayelitsha. His has instilled in him a deep sense of responsibility the financial difficulty that threatened to derail
to help others. “Seeing people develop in front of
educational journey started at Vusumayo Primary was growing up, there was a time when I couldn’t
me actually gives me the proudest moments,” he
School and continued at Luhlaza High School. further my studies because we didn’t have enough
says. “Each time I open a door for someone I see
Following matric, he moved on to Granger Bay Hotel potential in, and they do great in their career, it funds,” he reveals. “I had a gap period whereby
School at the Cape Town Waterfront, which marked gives me peace of mind.” I had to go out and look for means to put bread
the beginning of his journey into the hospitality on the table or to make something for myself,”
industry. He later furthered his studies at the Uni- DO IT RIGHT he explains. While working at the Mount Nelson
versity of Stellenbosch. Hotel, Themba was fortunate to be selected for
One of Themba’s proudest moments came early in a programme that allowed him to continue his
Themba’s first job was with Shosholoza Meyl, his career when he was nominated as Employee education. “This experience taught me to never
where he sold train tickets. He had just completed of the Year while he was still a junior staff member. stop trying and to pursue my dreams, no matter
matric and used this opportunity to gain exposure This recognition came while he was working at the how big the obstacles are,” he reflects.
to customer service, something he quickly grew prestigious Mount Nelson Hotel, where he gained
passionate about. “I truly enjoyed it at the time, valuable experience in hospitality. “That is where For Themba, keeping his team motivated is
and I still enjoy it now – the dynamics of helping I actually got the solid foundation of hospitality,” about clear communication and transparency.
different people as they are travelling,” he says. Themba explains. “The way you treat customers “To me, that is very simple. I believe in open and
The satisfaction of assisting customers as they should also be the way you respect and treat each meaningful conversations,” he explains. “Honesty
embarked on their journeys left a lasting impression and everyone, no matter how big or small they are and transparency are key,” Themba asserts. “There’s
on him. “The most important thing for me was to within the organisation,” he says. nothing more frustrating than working for a leader
see the ‘aha’ moment every time I helped a customer who withholds information and doesn’t share a
or a candidate who wanted to travel to their next Themba has always been guided by a piece of clear vision with the team,” he says. For Themba,
destination,” Themba reflects. advice that has profoundly impacted his approach it’s crucial that his team understands the goals of
to work. “Do it right the first time, no matter who the business and where they are headed. “Each and
STRATEGIC PLANNING is looking,” Themba recalls. “You don’t have to have everyone needs to know where we are and what
someone over your shoulder to actually make sure we’re aiming for,” he explains.
Now, Themba deals with the day-to-day running of you’re doing it right,” he says. “Give it your best all
the business. His role involves strategic planning, the time and just keep on trying,” Themba advises. Themba has a clear vision for the future of KwaZulu-
guest satisfaction, and maintaining the hotel’s He also draws inspiration from Nelson Mandela, Natal as he sees immense potential in the areas of
reputation in a competitive market. tourism and hospitality. “KwaZulu-Natal’s natural
particularly a quote that resonates with him: “Do beauty, combined with its business opportunities,
“I think strategically, applying my mind when it not judge me by my successes, judge me by how makes it an attractive destination for both local and
comes to staff, guests, profitability, and how we many times I fell down and got back up again.” international visitors. We’ve got the beaches, we’ve
actually position ourselves as a well-known brand,” This quote is especially meaningful to him in light got almost everything that one can think of,” he
he adds. “We’ve got so many other hotels around us, of the challenges posed by the Covid-19 pandemic. points out. In addition, Durban is well positioned
and my goal is to make sure that when people visit “After Covid-19 hit hospitality so hard, we picked for anyone traveling from overseas or travelling
Durban, they think of Radisson as their first choice,” ourselves back up again and came back stronger,” around Africa, which creates much opportunity as a
he asserts. he reflects. destination of choice, Themba explained.

For Themba, working in the hospitality industry is a Themba continues, “Nelson Mandela inspires At the heart of Themba’s journey is a simple yet
passion. “I love what I’m doing, and it actually gives me a lot, I learn a lot from his books.” Another of powerful motto: “Never stop trying.” This mantra has
me a thrill. I’m an adrenaline junkie, one would say,” his favourite quotes from Mandela is, “It always guided him through challenges and successes alike,
Themba admits. “It’s a fast-paced industry, and I live seems difficult until it’s done,” which he finds serving as a reminder to keep pushing forward, no
and breathe customer centricity,” he adds. particularly motivating. matter the obstacles.
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