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to the 5th Lilizela Tourism Awards

2015 Judges

CroppedImage500500 Imvelo Judges Profile 8

Donovan Muirhead

CURRENT EXPERIENCE PROFILE CRYSTAL DUVET HOSPITALITY GROUP, formally NTSHOMS HOSPITALITY GROUP (Pty) Ltd 2006 to Present Sole Shareholder/Chief Executive Officer The Crystal Duvet Hospitality Group (CDHG) is a Regional Specialist Hospitality Advisory and Management company specializing in providing turnkey services to small and medium establishments such as Guesthouses, B&B's, Lodges & Boutique Hotels. - The CDHG specializes in offering consulting, mentoring, management and operational services to SME’s in the Tourism Sector, focusing on smaller Hospitality Establishments; - The CDHG offers specific Operational management services; Human resource and consultancy services; Financial management services; Sales and marketing services and business development services. ‐ For more information please visit our website on www.crystalduvetgroup.co.za Specific duties include the following; - Business Operation Oversight: Oversee the day to day operation of the establishments under lease management in line with the Operational objectives of the company. Conduct consultative assessments and provide strategic guidance to non‐management establishments; Develop, consult and implement strategic intervention programmes with both managed and non‐managed establishment operators to achieve agreed objectives. - Financial Management: Oversee the effective management of the various operational unit’s finances. Oversee the operational unit’s monthly cash‐ flows and direct the business operations in line with the set budget requirements. Prepare annual operating budgets for each operating unit and ensure that the companies operating margins are maintained in an effective manner. - Sales, Marketing & Revenue Management: Develop strategic marketing initiatives for both the CDHG and its operating units; Oversee the implementation of the various marketing strategies in line with the company’s objectives and budgets. Continually look for opportunities to grow each operating units market share. Ensure that the REVPAR remains consistent with the operating objectives of the company. Oversee the sales and promotional activities to take advantage of peak periods and seasonality’s. Personally manage the CRM of each operating unit on all public portals including TripAdvisor, Booking.com and Expedia. Continually review all available market insight and industry reports to source new market opportunities and flag any potential issues that may arise. - Human Resource Management: Oversee the management of the team consistent to the basic conditions of employment act as well as all other relevant statues, to achieve the objectives of the company. Ensure that every employee consistently develops themselves to improve on their service proficiencies. - Business Development: identify development opportunities, investigate the feasibility of these opportunities through Due diligence investigations and strategic market analysis, source and allocate resources to the achievement of the opportunities. Current Projects; ‐ Currently I am working on the following projects, 1. Structuring a Debt & Equity investment programme for the CDHG to allow us to acquire operating assets in strategic locations within South Africa, and the Seychelles Islands. 2. Tourism Business Incubator Programme on behalf of the EThekwini (Durban) Municipality with 10 HDI establishments. FOREST MANOR GUESTHOUSE 2013 to Present Chief Executive Officer / Managing Operator Forest Manor Boutique Guesthouse is an exclusive 5star boutique guest house situated in the heart of the La Lucia, Umhlanga, Durban. ¬ We took over Forest Manor in November 2013 - Prior to the take over, this establishment had an average monthly occupancy of just over 35% and a dismal turnover. The establishment also only had a trip advisor ranking of 12. ‐ To date we have managed to turn the business around, continually increasing the occupancy to over 70% average and recording December occupancies in excess of 80% and an nett ARR in excess of R1215 per room night sold. ‐ Currently it is the best ranked guesthouse on TripAdvisor in La Lucia and continues to rank within the top 10 of all Durban Hotels and Guesthouses on booking.com. ‐ Over the last financial year we have taken the business from operating at a continuous loss, to achieving an actual net profit of over R300,000. In the space of six months we recorded greater nett turnover than the whole of the last financial year. ‐ This year we have evoked on a strategic plan to further develop these business opportunities, which is aiding in the dramatic turnaround of the business. ‐ For more information on this establishment please visit the website on www.forestmanor.co.za Specific duties include the following; - Business Operation: Oversee the day to day operation of the business; Ensure the operation of the establishment in line with the standards as set by CDHG; Continually focus on the development of standards and operations to improve the efficiency of the guesthouse operation. - Financial Management: Oversee the management the finances of the business, Oversee the preparation of management accounts in accordance with Ntshoms standards, Ensure the business operates in line with the set operating ratio’s. Prepare 6 monthly budgets and ensure the achievement of the objectives outlined in the operating budgets. - Sales & Marketing: Develop strategic marketing initiatives in line with the operating standards set by CDHG; Oversee the implementation of the marketing initiatives and manage the process to ensure maximum profitability of the business unit. - Human Resource Management: manage the team in line with the basic conditions of employment act as well as all other relevant statutes and in accordance with the standards as set by CDHG. - Business Development: identify business development opportunities, investigate the feasibility of the opportunity, prepare the relevant development plan, allocate resources to the achievement of the opportunity, oversee the implementation of the development plan and adapt according to the changing requirements of the opportunity. CRYSTAL DUVET GUESTHOUSE 2010 to August 2014 Chief Executive Officer / Managing Operator The Crystal Duvet Guesthouse is an exclusive 4star boutique guest house situated in the heart of the Sandton Central Business District. - The Crystal Duvet was an executive guesthouse operating out of Sandown Estate, Sandton. ‐ We were originally consultants to the Owner Operator, but took over full management operations in December 2010 when the owner fell pregnant. - Since it opened the establishment continually enjoyed an exceptional rate of growth, both in terms of occupancy as well as in average room rate. - The establishment was rated within the top 12 hospitality establishment in Sandton, by Trip Adivsor, and has achieved a certificate of excellence award 2014.05.31 ‐ For more information please visit the website on www.crystalduvetgroup.co.za Specific duties include the following; - Business Operation: Oversee the day to day operation of the business; Ensure the operation of the establishment in line with the standards as set by CDHG; Continually focus on the development of standards and operations to improve the efficiency of the guesthouse operation. - Financial Management: Manage the finances of the business, Oversee the preparation of management accounts in accordance with CDHG, Ensure the business operates in line with the set operating ratio’s. Prepare 6monthly budgets and ensure the achievement of the objectives outlined in the operating budgets. - Sales & Marketing: Develop strategic marketing initiatives in line with the operating standards set by CDHG; Oversee the implementation of the marketing initiatives and manage the process to ensure maximum profitability of the business unit. - Human Resource Management: manage the team in line with the basic conditions of employment act as well as all other relevant statutes and in accordance with the standards as set by CDHG. - Business Development: identify business development opportunities, investigate the feasibility of the opportunity, prepare the relevant development plan, allocate resources to the achievement of the opportunity, oversee the implementation of the development plan and adapt according to the changing requirements of the opportunity. In the middle of 2013 we sold the Crystal Duvet property to a French Consortium that wanted to use the guesthouse as a commune for their overseas employees. We have secured new premises, however we are still waiting for the appropriate trading licences so that we can reopen this property. NATIONAL ACCOMMODATION ASSOCIATION OF SOUTH AFRICA (NAA-SA) 2014 to Present Chairman – National Level SMME Development – National Portfolio The NAA-SA is a non-profit organisation, representing to government and the tourism industry at large the united voice of the Smaller Accommodation establishments, such as Bed & Breakfast's, Guest Houses and Guest Lodges in South Africa. ‐ Through operating these smaller accommodation establishments we are able to sit on the board of these industry associations. However if these establishments are sold, then constitutionally we can no longer sit on these boards and committees. ‐ For more information please visit the website on www.naa‐sa.co.za Specific duties include the following; - Oversee National brand development programmes of the NAA‐SA; ‐ Continual advise members on industry challenges and taking our members fights to government for programmes that can negatively effect our sector. ‐ Representation of the NAA‐SA and its member establishments to Parliament and the Tourism Ministry. - Responsible for contractual oversight, and the protection of the association and its member establishments; - Strategic Planning, financial modelling and business strategizing in line with the agreed objectives of the NAA‐SA; ¬ Senior representative of the NAA‐SA with industry associations, local, national and provincial government bodies. NATIONAL ACCOMMODATION ASSOCIATION OF SOUTH AFRICA (NAA-SA) 2012 to Present Vice President – Inland Region SMME Development – National Portfolio The NAA¬SA is a non-profit organisation, representing to government and the tourism industry at large the united voice of the Smaller Accommodation establishments, such as Bed & Breakfast's, Guest Houses and Guest Lodges in South Africa. Specific duties include the following; - Primary responsible for the growth and development of the Member establishments through strategic development programmes & initiatives; - Developed numerous National Strategic Programmes and skills workshops aimed at nurturing entrepreneurs and establishment employees, with programmes geared towards developing themselves both personally and within the business environment; - Oversee SMME development programmes and various skills development programmes of NAA‐SA member establishments throughout South Africa; - Oversee National brand development programmes of the NAA‐SA; - Responsible for contractual oversight, and the protection of the association and its member establishments; ¬ NDT, South African Bureau of Standards (SABS) – National Tourism standards Generating Committee TC228; TOURISM BUSINESS COUNCIL 2013 to Present Board Member The Tourism Business Council is a membership organisation representing the interest of various stakeholders in the Tourism sector of South Africa. - In November 2013 I was nominated on behalf of the National Accommodation Association to sit on the board of the Tourism Business Council for the next 3 years. ‐ I currently work on a number of committees and working groups including; The CEO’s Forum; Tourism Safety Initiative; Market Accessibility Forum; Training & Skills Development Forum. TOURISM GRADING COUNCIL OF SOUTH AFRICA 2012 to 2014 Independent Tourism Grading Assessor – National Portfolio The Tourism Grading Council is a quality assurance body focusing on promoting quality in hospitality accommodation and MESE establishments throughout South Africa. ‐ I was an independent quality assurance assessor working with a wide variety of hospitality establishment products around South Africa. Specific duties include the following; - Consultative Assessments: Conduct complimentary consultative assessments of potential grading establishments in line with the grading standards as set by the Tourism Grading Council of South Africa, advise establishments on what they require to pass at the relevant grading level and category for grading. - Grading Assessments: Conduct grading assessments of a growing portfolio of properties in line with the various grading standards as set by the Tourism Grading Council of South Africa. - Consultative Work: Work with the grading council on the review of grading standards and other grading processes to streamline the business operations in an efficient manner. I quit the Tourism Grading Council to focus on acquiring the financial funding to develop our business operations. SWAZILAND TOURISM AUTHORITY 2013 ¬ 2014 Tourism Grading Programme – National Swaziland Tourism Authority is the National Tourism Body managing Tourism in the Kingdom of Swaziland. We assisted STA with the development and implementation of their Tourism Grading Quality Assurance Scheme. Specific duties include the following; ‐ Assisting STA in developing Tourism Grading Standards in line with the South African Standards for various product categories. ‐ Assisting STA in conducting grading assessments and assisting in the development of programmes to attract members onto the grading programme. ‐ We have also consulted on the development of activities that will bring about a return on investment on the tourism levy contributions received. SWAZILAND TOURISM AUTHORITY 2012 – 2014 SMME Development Programme – National Swaziland Tourism Authority is the National Tourism Body managing Tourism in the Kingdom of Swaziland. We assisted STA with the implementation of their SMME Development Programme. Specific duties include the following; - Skills Development Initiatives: We have hosted SMME skills development workshops focused on the development of small and medium hospitality accommodation establishments focusing on the 5 core pillars of business; namely Business Operational Management, Human Resource Management, Financial Management, Sales & Marketing Management and Business Development Management principles. NATIONAL DEPARTMENT OF TOURISM (NDT) 2011 to Present Various Portfolios – National Portfolio The National Department of Tourism is the governmental managing body for tourism in South Africa. I currently sit on a number of working groups and committees within the department focused on numerous areas of development as highlighted below. Specific duties include the following; - NDT Tourism Service Excellence Initiative: I am the Chairperson of the Tourism Service Excellence Initiative. The TSEI is a national campaign focusing on the up‐liftment of service and product standards of all tourism entities in South Africa. - NDT National Tourism Sector Strategy: I am the industry representative on behalf of the Tourism Business Council, focusing on policy, strategy, regulations, governance and monitoring with the national tourism sector strategy; in addition I also assist with the people development working group. CULTURAL ARTS TOURISM HOSPITALITY SPORTS SETA (CATHSSETA) 2012 to Present Hospitality Chamber Member Cathsseta is the national SETA responsible for training and skills development of the Tourism Industry in South Africa. ‐ Through my position with the NAA‐SA I sit on the Hospitality Chamber committee of this government training and skills development body. Specific duties include the following; - Hospitality Chamber Committee: Focus on employee skills and other development projects for the chamber, with particular focus on SMME development programmes. Prior to this, I worked with a number of the larger hotel groups in both South Africa as well as the United States of America in various positions. I have extensive background in hospitality operational and management systems, processes and procedures and have developed a multitude of operational and training development programmes to improve on the effectiveness of these business operations.