Interview: Yolisa Hlongwane, Front Desk Receptionist at Riverside Hotel & Spa
02. Nov, 2009
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Briefly introduce yourself, your age and educational background?
My name is Yolisa Hlongwane, 26 years old and matriculated in 2002. Studied for a diploma in Hospitality Management at Varsity College. Started my hospitality career at Emakhosini Boutique Hotel where I was a receptionist for a year. Later joined Riverside Hotel & Spa where I am currently employed.
How long have you been in your current position and what were you doing before that?
Its 2 years and prior to that, I was with Emakhosini Boutique Hotel.
What attracted you to the hospitality industry?
Hospitality is such a growing industry and that job opportunities are in abundance.
How many languages can you speak?
I can speak 3 languages.
How do you deal with angry guests?
Firstly, I listen to their complaint without any interruptions. Assess the situation and find the best solution to the problem that will make the guests happy. I follow-up with the guest and ensure that they are satisfied with the outcome. I always remember to empathize with the guest, always putting myself in their shoes.
How many hours a day is your shift and do you sometimes work overtime?
I work a 7 1/2 hours day, when needed especially during periods like Indaba, I do work overtime.
Is there room for career growth within your department?
Yes. Three Cities is a big hotel group and has over 80 hotels nationwide thus opening doors for all employees to grow.
What don’t you like about your work?
I enjoy the vibe of the hotel industry. Meeting new people and leaning about different cultures.
How has the use of technology impacted on your daily duties?
The internet has made life very simple especially when I am asked to check for flights for guests or for future destinations. Email has made communication very effective both externally and internally.
Given an opportunity to speak to the hotel CEO about your welfare at work, what would you like him/her to address?
I would like to tell him that I am proud to work for a company such as Three Cities. It opens many doors for us young people and I am appreciative of the opportunity given to me.
My name is Muzi Mohale a full-time travel blogger, your host at Travelwires.com responsible for all editorial on this blog. I blog about the travel and tourism industry in Africa. Apart from blogging about tourism, I also run 
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