Roshaan Hurter – proof that attitude determines altitude

If anyone in South Africa knows a thing or two about hospitality, it’s Roshaan Hurter who has been in the industry for more than 20 years. Little wonder then that Hurter has been appointed as a lecturer at The IIE School of Hospitality & Service Management’s Western Cape campus.

Hurter started her career in the airline business where she was not only a safety and service trainer, but also a service improvement consultant. After working her way up to becoming a civil aviation accredited safety trainer, Hurter was chosen to lecture across the globe in hospitality service management and course development. Her job took her to all parts of North America, South America, Europe and Asia.

After 10 years in the role, she left to start up her own patisserie school, which included working in, and with, leading hotels and devising work integrated programmes. She also continued to lecture in hospitality management, while at the same time attaining an honours degree in Hospitality Management. Not one to rest on her laurels, Hurter is currently in the final stages of her Masters in Philosophy in Higher Education.

We sat down with this dynamic Claremont resident and asked her some questions about the local hospitality industry.

What advice do you have for anyone wanting to make a career in this field?

Be prepared to work hard and take on a variety of tasks that may fall outside your remit. In fact, take on every task and project with a positive attitude and always remember guests’ names. It is not always the big things that matter, but also the small personal things that count.

How do you rate the South African hospitality industry?

Having been blessed to visit and lecture all over the world, I can confidently compare and say we are the friendliest nation by far and need to give ourselves a pat on the back. I rate our service ability among the best in the world, with only countries such as Japan, Singapore, Malaysia, Thailand and India to rival us.

What – in your opinion – makes for good service?

A good attitude, a willingness to help, empathy and a genuine smile along with being a good listener. Also, have a lot of patience. A guest may not know that 100 other guests have asked the same question before.

How important is service management in the hospitality industry?

Hospitality and service management are one and the same. Each vital, equally important and reliant on the other for maximum positive results i.e. repeat business.

What advice do you have for the hospitality industry as we come out of the pandemic which hit the sector hard?

Remain focused on service and remember the reason we are in this industry is to provide a service and focus on the guests and make them feel special and spoiled.

What are the key qualifications that hotels are looking for in the staff they hire today that were maybe not considered five years ago?

We have entered into the era of the Fourth Industrial Revolution, so although a qualification will put you in good stead it needs to include a fair amount of practical ability, which is where work integrated learning comes into play. Also, technological ability, critical thinking,creativity and forward thinking, are all qualities that are looked for when hiring.

What kind of qualifications will hotels be looking for in management positions in the next five years?

Diversification rather than specialisation.

What are you most proud of?

My academic achievements studying across field of Hospitality Management, Culinary, Civil Aviation and Higher Education along and am in my final stages of completing my Master’s degree in Higher Education. I am proud of my achievements despite adversitieshaving successfully studying, while working, being a mom to three, homemaker and a wife on the side.

What advice do you give your students?

Your attitude will determine your altitude.