Please describe your journey to becoming Chief Operating Officer at Newmark Hotels and Reserves

My path to becoming the Chief Operating Officer (COO) started almost 20 years ago and was a combination of formal education through International Hotel school, varied professional experiences across Africa and the Middle East, strategic career moves, and a commitment to continuous learning, development and hospitality delivery.

I began my journey with a strong educational foundation through IHS. During my studies, I developed a solid understanding of business principles, management strategies and operational processes. My initial interest in operations management led me to continued growth and understanding of this key leadership standpoint. This advanced thinking equipped me with specialised knowledge and analytical skills necessary for high-level operational roles in an industry that is so passionate about living the experiences.

Over the next few years, I took on progressively challenging roles at formidable hospitality players like Liz McGrath Collection, Cape Grace, the renowned Saxon Hotel and then DUKES based in Dubai. These roles encompassed overall understanding in hospitality from F&B, Rooms, S&M, revenue and financial. Each position provided me with new challenges and learning opportunities, from managing teams and large-scale projects to developing and executing strategic initiatives.

One significant career milestone was being part of leading a team that opened the 600-bedroom DUKES Dubai on Palm Jumeriah which was voted best New Hotel 2017 by World Travel awards. This achievement not only demonstrated ability to lead complex projects but also highlighted my capacity to drive tangible business results.

Understanding the importance of diverse experiences, I made the strategic career move to return to South Africa and rejoin Newmark
Hotels as Director of Operations. This role exposed me to a number of new regions and strategic leadership learnings and operational
frameworks throughout Africa.

I also invested in leadership development through executive training programmes. These programmes honed my leadership skills and
provided me with advanced tools to manage operations effectively.

As COO of Newmark Hotels, I am now responsible for the overall operational efficiency of the company. My role involves working closely with other executives to develop and implement strategies that drive growth and ensure operational excellence throughout our existing and new properties. I am focused on fostering a culture of continuous improvement, development & leveraging technology to enhance operations. This alongside a key focus on delivering authentic guest experiences while leading initiatives that align with our long-term vision for both growth of the business and team members is a key driver in my day-to-day role.

Throughout my career, I have remained committed to professional growth, staying abreast of industry trends, and continuously seeking
ways to enhance my skills and knowledge. I am a firm believer and driver of teams and their growth. Our teams are the face and success of our business. Their dedication has been instrumental in my journey to becoming COO, and I look forward to leveraging my experiences to drive further success for Newmark Hotels & Reserves.

What piece of advice would you give to an aspiring Chief Operating Officer for one of the leading hotel groups in Africa?

Africa, I believe is still one of the biggest untapped markets for hospitality globally. We have such an abundance of resources and experiences that speak to so many around the world. There is a firm belief that the soil of Africa holds an energy that is felt nowhere else. I am always reminded of the passion of the people and the soul, love and enthusiasm of Africa when arriving back from travel anywhere else in the world. This ultimately links to a main point which is embracing cultural sensitivity and local expertise.

Some points that I think are vital to understand would be the below:

Understand and Respect Local Cultures:

Africa is a continent rich in cultural diversity, with each country and even region within countries having their own unique traditions, customs and business practices. We have learnt that you need to immerse yourself in the environment that you are working in. As a COO, it’s important to develop a deep understanding and respect for these cultural nuances. This involves not only learning about the local customs but also appreciating how they impact business operations, customer expectations and employee interactions.

Build Strong Local Networks:

Establishing and maintaining strong relationships with local stakeholders is crucial. This includes local government officials, community leaders, suppliers and other key partners. We have found this to be one of the biggest learnings as we enter new markets and territories. Building these networks will help you navigate the local business landscape more effectively and foster goodwill, which is essential for long-term success.

Focus on Local Talent Development:

A key focus is ensuring that we invest in the development of local talent by providing training and growth opportunities for employees. The local workforce has so much insight and understanding and key to leveraging on success. Empowering the local employees and communities to take on leadership roles can also help to significantly enhance our operations and brand reputation.

Adapting Global Standards to Local Needs:

While maintaining our high operational standards and implementing global best practices is important in every business, it is equally critical to adapt these practices to fit the local context and ensure that we deliver unique and memorable experiences which is what we are known for. Part of our continued success is ensuring that we embrace the local culture and practices and bring that into the offering we provide.

Please describe the most significant highlights of your career.

There are a number of significant highlights across the years, but a few potentially standout:

Mentoring and Developing Future Leaders and Teams

Throughout my career, I have placed a strong emphasis on mentoring and developing future leaders within the different properties I have been part of. I take great pride in seeing several of my mentees advance to senior leadership positions. It provides me a huge sense of pride watching people grow. I often don’t think we realise the impact we have on our teams and the number of opportunities, managers and leaders have to grow their teams and individuals.

As we conclude this insightful interview with Mike, it’s clear that his journey to becoming Chief Operating Officer at Newmark Hotels and
Reserves is not just a testament to his dedication and expertise but also an inspiring roadmap for anyone aspiring to thrive in the
hospitality industry. His blend of formal education, strategic career moves, and a commitment to continuous learning and leadership
development highlights the importance of a well-rounded approach to achieving professional success.

We extend our heartfelt gratitude to Mike for sharing his invaluable experiences and wisdom. His story is a beacon of inspiration, not only for our students but also for hospitality professionals aiming to elevate their careers. For those who feel inspired by Mike’s journey and wish to pursue a career in hospitality management, we encourage you to take the next step by studying towards a Diploma in Hospitality Management.

Visit – Diploma in Hospitality Management Course to start your own journey towards success in this dynamic and rewarding field.