Meet The Marine Hotel, Restaurant & Duty Manager
Marking my third installment of meet the hotel personnel series, its Patric Mbetane from The Marine Hotel. With 13 years experience working for the same hotel…his career has taken him from room service waiter to current Restaurant and Duty Manager….enjoy the read.
What is your name and which hotel do you work for?
Patrick Mphuthumi Mbetane – The Marine Hotel in Hermanus – part of The Collection by Liz McGrath.
How did you get into your current position?
I started as a waitron at The Marine in 1999. During my 13 years of service I have been promoted many times and currently hold the position of combined Restaurant Manager/Duty Manager.
What were you doing before your current position?
All positions held at The Marine to date;
- Room Service Waiter
- Restaurant Waiter
- Head Waiter
- Restaurant Supervisor
- Assistant Restaurant Manager
- Restaurant Manager
- Duty Manager
What do you like about your job?
Working with so many different people every day. There is never a dull moment.
What challenges are part of your job?
Dealing with difficult guests. Dealing with staff that don’t have a positive attitude.
What is your long term goal with your career?
To become a Hotel Manager or Food & Beverage Manager for a big hotel.
What milestones have you achieved since being part of the hotel front office team?
Learning how to deal with difficult guests effectively – it is really not easy to do. Especially if something has gone wrong from a service point of view and you know it could have been prevented. It is important to walk away and know that you have managed to swing the guests’ experience around by efficiently handling their complaint and rectifying the situation.
How do you handle rude guests?
Keep on smiling, listen, never lose your temper. Be there every step of the way to ensure you understand their needs and make sure they leave satisfied.
What is your educational background?
I completed matric in 1998 and received a waiting certificate from Warwick’s Chef School that same year. I have completed a computer course provided by The Marine Hotel and furthermore have received in-house training in all aspects of Food & Beverage Service and Management every step of the way.