CASE IN POINT | The Maslow Hotel
Her extensive experience in a professional services environment for most of her career, both locally and throughout Europe, means that Keletso is highly specialised in being able to identify and build sustainable, new customer relationships. She has made a name for herself as a leading specialist in customer services.
Keletso is currently responsible for maximising The Maslow’s revenues by developing programmes to increase occupancy and make profitable use of its accommodation, meeting and leisure facilities. She says it’s important to maintain an awareness of the factors that influence the hotel industry, as well as gain a deep understanding of the needs and attitudes of the hotel’s customers. She is also responsible for coordinating marketing and promotional activities in order to meet customer needs, working closely with other hotel staff to ensure that customers are satisfied with the facilities and their time there.
ys to engage with customers and to find new customers, and believes that staying on top of communication trends is vital to the successful relationships with guests that a hotel relies on. She also stresses the importance of a work–life balance. In the hospitality industry, she says this requires loving what you do and being prepared to work irregular hours. “It’s about knowing that your activities in life are integrated and not separate. Love your work and … it no longer seems like work. Rather, it becomes a stimulating part of your life that can fit in with your friends, family and other responsibilities,” she says.
In Pursuit of Customer Service Excellence
Keletso Kowa is Public Relations and Marketing Manager of The Maslow Hotel in Sandton City, Johannesburg. A dynamic and determined individual, Keletso has already proved her success in the industry for over a decade. She believes that the key to success in today’s changing business environment is to be flexible and adaptable in a highly competitive environment.
Keletso, a keen academic as well as entrepreneur, has a number of degrees and qualifications to her name, including a master of science degree majoring in international tourism and e-business from the University of Manchester, and she plans on starting her PhD in hospitality marketing. She worked in England for over 12 years for Emirates, IHG, Marriott Hotels, and Sarova, and then relocated to South Africa to join Sun International.