When one sets foot into a hotel, often the first person one meets is the concierge. Bruce Khumalo proudly takes up this role at the voco The Bank luxury hotel in Rosebank, Johannesburg, and does so with unending enthusiasm and captivating character.
“I am sort of like an information desk – but one that smiles back,” Khumalo explains. He describes himself as a versatile jack of all trades, who has had to develop sharp problem-solving skills to stay on top of his daily duties.
Khumalo found his place in hospitality almost by accident, while studying an electrical engineering degree. While working part-time on weekends as a barista when he did not have lectures, Khumalo happened to unwittingly serve the GM of the hotel in which the coffee shop was located.
Although Khumalo did not realise he was dealing with the GM of the greater establishment, he displayed such rapport and enthusiasm for his work that the GM very soon offered him the opportunity for an internship for the next one and a half years.
Khumalo grabbed the opportunity and before he knew it, he had surpassed the food and beverage section he was first placed in and was training in all areas of the hotel, getting to know the ins and outs of hospitality.
Over a decade later, Khumalo has settled comfortably into his role as concierge, which he has been enjoying for the last three years. One particular highlight of his journey in hospitality, he recalls, is when he happened to meet Anthony Spitz, co-founder of the luxury shoe brand Spitz.
“I happened to mention to Uncle Spitz that my feet had particularly high arches, so shoes didn’t always fit comfortably. He asked what shoe size I was and I haven’t bought new shoes for work in five years because every time he visits, he makes sure to bring me a pair of Spitz shoes that have been specially made for my feet,” Khumalo laughs.
“You learn a lot being in hospitality, but one crucial thing you simply cannot teach is empathy. And that is crucial if you want to be hospitable, willing to learn, patient, and work effectively with others as a team,” Khumalo said.
