Grace under pressure: Meet Wania Malik from City Lodge Hotels

Bio in brief:

At 28, I have over a decade of experience in the industry. My academic foundation includes a national diploma and B-Tech in hospitality management, and I recently graduated with a masters degree in tourism and hospitality management. I entered the industry at 17, gaining early exposure through temporary seasonal positions at Sun City and my family's restaurant.

I started as a trainee at City Lodge Hotel Sandton, Katherine Street in 2017 and swiftly progressed through various roles, including front office and food and beverage supervisor. I was promoted to junior assistant general manager at Courtyard Hotel Rosebank in February 2022, before moving across to City Lodge Hotel Lynnwood in February 2023. In April 2024, I was appointed assistant general manager: Food and Beverage, where I currently optimise operations and drive revenue growth.

Having completed my studies (for now), I am also focused on giving back to the industry. I share my expertise as a part-time hospitality management lecturer at the University of Johannesburg, empowering students to become future industry leaders.

Describe your career milestones to date:

My career at City Lodge Hotels has been a journey of growth and development. Having held various roles across different properties, I’ve been exposed to a diverse range of operational challenges and leadership styles. This rich experience has equipped me with a comprehensive skill set that has been instrumental in my professional progression. Each role has presented new opportunities for learning and development, ultimately shaping me into the leader I am today.

What drives your consistent delivery of exceptional results?

My academic foundation, coupled with practical experience in hotel management, has equipped me with a strategic mindset. This enables me to analyse situations, identify opportunities, and implement solutions that drive exceptional results. On other days, a few cups of coffee do the same.

How do you tackle challenges and setbacks?

When life throws a curveball, I put on my detective hat, dig into the issue, and whip up a game plan. It's all about staying cool, calm, and collected. Then, I develop a strategic plan, considering various solutions and their potential outcomes. Collaboration is key, so I seek input from mentors and family. Throughout the process, I maintain a positive mindset, focusing on finding solutions rather than dwelling on setbacks.

Why is innovation important?

For me, it's about staying ahead of the curve, continuously learning and adapting to a rapidly changing industry. By introducing fresh perspectives, improving operational efficiency, and enhancing the guest experience, we not only drive revenue but also foster a culture of creativity and engagement. Ultimately, innovation empowers us to exceed guest expectations and establish our hotel as a market leader.

Share a memorable success story that reflects your impact:

There are many, but one that is always going to be close to my heart is mentoring Thembekile "Zama" Mbhele. I was privileged to mentor Zama, who transformed her journey from a room attendant to scullery, then to a skilled chef. Witnessing her progress was incredibly rewarding. Zama's immense gratitude, expressed with tears of joy upon securing her permanent position, was a powerful reminder of the positive impact mentorship can have. These experiences fuel my passion for developing talent and creating opportunities within City Lodge Hotels.

What advice would you give aspiring employees?
Focus on the following:

• Cultivate a growth mindset.
  
• Embrace challenges as opportunities to learn and grow.
  
• Develop a strong work ethic, coupled with a passion for your role.
  
• Seek out mentors and build strong relationships.
  
• Network!
  
• Attend hospitality-related events and expos.
  
• Prioritise continuous learning: Stay up to date on industry trends and develop new skills.

Remember, success is often found at the intersection of hard work, dedication, and a genuine desire to make a positive impact. Most importantly, find a company whose values align with yours. A fulfilling career is built on a foundation of shared purpose and passion.

How have your personal achievements influenced your professional approach?

Overcoming challenges in my personal life has instilled in me resilience, adaptability, and a problem-solving mindset. These qualities have been invaluable in navigating complex professional situations. By setting high standards for myself both personally and professionally, I've developed a strong work ethic and a commitment to delivering exceptional results. Ultimately, my personal experiences have shaped my leadership style, fostering empathy, understanding, and a genuine desire to empower others to succeed. My masters in tourism and hospitality management provided the intellectual framework to complement this practical wisdom. Together, they've shaped a leader who is both empathetic and results-oriented. I believe these qualities, combined with a passion for creating exceptional guest experiences, are essential for driving success in our dynamic industry.