Themba Mpofu

Themba Mpofu is the general manager at Radisson Blu Hotel Durban Umhlanga. His story begins in Cape Town, where he was raised in the streets of Khayelitsha. His educational journey started at Vusumayo Primary School and continued at Luhlaza High School. Following matric, he moved on to Granger Bay Hotel School at the Cape Town Waterfront, which marked the beginning of his journey into the hospitality industry. He later furthered his studies at the University of Stellenbosch.

Themba’s first job was with Shosholoza Meyl, where he sold train tickets. He had just completed matric and used this opportunity to gain exposure to customer service, something he quickly grew passionate about. “I truly enjoyed it at the time, and I still enjoy it now – the dynamics of helping different people as they are travelling,” he says. The satisfaction of assisting customers as they embarked on their journeys left a lasting impression on him. “The most important thing for me was to see the ‘aha’ moment every time I helped a customer or a candidate who wanted to travel to their next destination,” Themba reflects.

STRATEGIC PLANNING
Now, Themba deals with the day-to-day running of the business. His role involves strategic planning, guest satisfaction, and maintaining the hotel’s reputation in a competitive market.

“I think strategically, applying my mind when it comes to staff, guests, profitability, and how we actually position ourselves as a well-known brand,” he adds. “We’ve got so many other hotels around us, and my goal is to make sure that when people visit Durban, they think of Radisson as their first choice,” he asserts.

For Themba, working in the hospitality industry is a passion. “I love what I’m doing, and it actually gives me a thrill. I’m an adrenaline junkie, one would say,” Themba admits. “It’s a fast-paced industry, and I live and breathe customer centricity,” he adds.

Themba is also driven by a desire to give back. “Where I am today, someone opened the door for me and believed in me,” he reflects. This experience has instilled in him a deep sense of responsibility to help others. “Seeing people develop in front of me actually gives me the proudest moments,” he says. “Each time I open a door for someone I see potential in, and they do great in their career, it gives me peace of mind.”

DO IT RIGHT
One of Themba’s proudest moments came early in his career when he was nominated as Employee of the Year while he was still a junior staff member. This recognition came while he was working at the prestigious Mount Nelson Hotel, where he gained valuable experience in hospitality. “That is where I actually got the solid foundation of hospitality,” Themba explains. “The way you treat customers should also be the way you respect and treat each and everyone, no matter how big or small they are within the organisation,” he says.

Themba has always been guided by a piece of advice that has profoundly impacted his approach to work. “Do it right the first time, no matter who is looking,” Themba recalls. “You don’t have to have someone over your shoulder to actually make sure you’re doing it right,” he says. “Give it your best all the time and just keep on trying,” Themba advises. He also draws inspiration from Nelson Mandela, particularly a quote that resonates with him: “Do not judge me by my successes, judge me by how many times I fell down and got back up again.” This quote is especially meaningful to him in light of the challenges posed by the Covid-19 pandemic. “After Covid-19 hit hospitality so hard, we picked ourselves back up again and came back stronger,” he reflects.

Themba continues, “Nelson Mandela inspires me a lot, I learn a lot from his books.” Another of his favourite quotes from Mandela is, “It always seems difficult until it’s done,” which he finds particularly motivating.

NEVER STOP TRYING
One of the biggest challenges Themba faced was the financial difficulty that threatened to derail his education. “At some stage in my life, while I was growing up, there was a time when I couldn’t further my studies because we didn’t have enough funds,” he reveals. “I had a gap period whereby I had to go out and look for means to put bread on the table or to make something for myself,” he explains. While working at the Mount Nelson Hotel, Themba was fortunate to be selected for a programme that allowed him to continue his education. “This experience taught me to never stop trying and to pursue my dreams, no matter how big the obstacles are,” he reflects.

For Themba, keeping his team motivated is about clear communication and transparency. “To me, that is very simple. I believe in open and meaningful conversations,” he explains. “Honesty and transparency are key,” Themba asserts. “There’s nothing more frustrating than working for a leader who withholds information and doesn’t share a clear vision with the team,” he says. For Themba, it’s crucial that his team understands the goals of the business and where they are headed. “Each and everyone needs to know where we are and what we’re aiming for,” he explains.

Themba has a clear vision for the future of KwaZulu- Natal as he sees immense potential in the areas of tourism and hospitality. “KwaZulu-Natal’s natural beauty, combined with its business opportunities, makes it an attractive destination for both local and international visitors. We’ve got the beaches, we’ve got almost everything that one can think of,” he points out. In addition, Durban is well positioned for anyone traveling from overseas or travelling around Africa, which creates much opportunity as a destination of choice, Themba explained.

At the heart of Themba’s journey is a simple yet powerful motto: “Never stop trying.” This mantra has guided him through challenges and successes alike, serving as a reminder to keep pushing forward, no matter the obstacles.