As the Client Relations Officer at TradeUniPoint, Leandri looks after some of South Africa’s most beloved holiday destinations. She joined the Forum in May, and by July she was the first community member to reached Level 7.
We chatted with Leandri earlier this month and asked her five questions to get to know her better.
What kind of property do you manage?
I work for a big company that operates 25 properties all around South Africa. At the moment, most of our guests are South African – they know the resorts very well already. Through Booking.com, I’d like to attract more international guests.
Are there any unique challenges?
Because Crystal Springs is so high up in the mountains, our water pipes, called geysers, frequently freeze up. Therefore we have put the geysers on a very high temperature, but that causes the water to be too hot for our guests.
What’s your most memorable guest experience?
I was only at the resort for a month when it happened: the guest said there was a hole in his front door. I thought, ‘Oh no, one of the critters must’ve kicked the door down, or monkey has gotten in’. So I asked our maintenance guy Rolf to have a look. He came back and said, ‘Is this a joke?’. ‘Is what a joke?’, I asked. And he replied, ‘The hole in the door is the bottom bit of the door that every door has.’ As we were talking over the radio which all of the guests could hear, I had to be careful about what I said next. Fortunately, we came up with a solution for the hole – a towel under the door! And best of all, the Guest was HAPPY! I had to try everything. The guest needed to smile.
What’s your go-to piece of advice for people starting out in the industry?
Because I’m so research orientated, I’d say make sure you’ve got a notepad and pen with you at all times. Anything and every little piece of information that you think can help you, write it down. Because you are going to forget it.
If you had a motto, what would it be?
Everything I do, it's better done with a smile. Even if the guests are yelling at you, if you smile, at least it's a little bit better.