A five-star hotel the quality of the service is as much a part of the experience as the fabulous facilities and dรฉcor.That โs why I was surprised when the young man taking my drinks order at the Houghton Hotel in Johannesburg wasnโt familiar with a Steelworks. I discovered why later. Almost 10% of the staff here are trainees, probably in their first job and with no previous hospitality coaching. The hotelโs CEO, Arnold Forman, cares enormously if the guests have any reason to co mp l a i n . But he cares even more about giving township youngsters a chance to carve out a career and become economically independent.
High-spending guests donโt expect to interact with staff fresh from township schools without any five-star finesse, and there have been minor mishaps, he admits. โObviously from a brand perspective it has its repercussions. Itโs a risk, because you havenโt gone to hotel school, youโre not polished, youโre coming here straight off the streets and weโre giving them an opportunity. So I could damage my brand by bringing in youth that arenโt trained. But if you donโt give these kids a job, how are they going to get the experience to help them get a job going forward ?
The hotel tries to educate its guests on how itโs doing its bit for society and some guests adore the youngsters. Others have given critical reviews, but as the first year draws to a close, the Houghton Hotel Academy will soon welcome its second batch of 20 novices.
The Houghton Hotel was voted Africaโs Leading New Hotel in 2020 in the World Travel Awards and the Best Hotel in SA 2020 in SAโs Finest, a publication of The Tourism and Hospitality Counsel. So it has a lot to lose, but its industry-leading internship scheme seems more likely to enhance its reputation than tarnish it. The move was inevitable, given Formanโs background. The scheme is run in partnership with Afrika Tikkun, a nongovernment organisation founded by Chief Rabbi Cyril Harris and philanthropist Bertie Lubner to mend a society broken by apartheid. Forman, CEO of the Lubner familyโs investment business, was also brought on board.
Afrika Tikkun has grown to offer cradle-to-career support, at crรจches and centres where children can get a meal, do sport, use computer labs and join vocational training. Its Afrika Tikkun Services unit focuses on skills training, because what will happen to SA if its most energetic and productive generations sit at home bored, frustrated and aimless? Forman asks. In the intervening years, his own career had taken a twist. The Lubners were involved in the Houghton, a development of elite apartments and a hotel that tanked in the 2009 financial crisis.