Interview with Wayne Coetzer - International Hotel School

We would like to introduce you to one of our all-time favourite General Managers: Mr. Wayne Coetzer, GM of Durban's famed hotel, The Oyster Box.

Just why he's one of our favourites is quite simple. Wayne is one of the most hands-on GMs we know. He lives and practices his work philosophies and ideologies without looking for thanks or praise. He simply gets on with the job of making people feel welcomed, comfortable and appreciated. He is unfailingly honest (part of the charm he has become famous for) and he has his team's best interests at heart, always. Aside from pulling out all the stops for the guests who frequent The Oyster Box, Wayne's commitment to training and skills development for all who work with him is his most commendable attribute. Plus, we love that he's a family man, an animal lover and a great sport.

We caught up with Wayne recently to find out what his day at work is really like, and what advice he had for our IHS students.

Q: How long have you been in this hospitality and where did it all start?

A: I have been in hospitality for 22 years and started my career at Champagne Castle. I completed my "internship" under two of the best hoteliers in the world: Molly and Conor O'Hagan Ward. Conor taught me that it needn't be complicated and that it was all about being a gracious host. Molly taught me to watch every penny! Q:What do you look forward to most when you're heading off to work each day?

A:Heading Home again! Just kidding. There is something special about not knowing what may happen through the course of a day and I love the excitement of an unstructured day! Meeting guests from all over the world is always a treat. Q:Give us an example of a moment you're most proud of when it comes to your work

A:Winning Hotelier of the Year for Red Carnation Hotels was a great moment. Also, The Oyster Box has won a number of awards and these are down to our fantastic staff who have bought into the ethos and vision of the company.

wayne coetzer oyster box Q:Give us an example of a challenge at work

A:Maintaining standards and making a profit whilst controlling costs - now that is a daily challenge. I always feel so much more can be done to "blow guests out the water", however the cost implications are always so huge. Sometimes I just do it anyway because I believe if you watch the score board too much and not the game, the board gets no points! Q:How important is a qualification these days in the hospitality world?

A:Unless it's a financial or highly technical position, it's not the most important aspect in the hospitality industry. You can teach or train a skill, but employ people for personality, practical experience and intelligence. I have always placed the highest premium on hiring the best possible staff to engage our guests. You need to have a passion for this industry. Q:What is your management style?

A:I like to call it "Door and Floor" which is essentially managing from the front door and being on the floors as much as possible. There is no other way. I believe in working WITH the staff and ruling without fear; ensuring that they know exactly why things need to be done the way they are. I believe that there can be no secrets and that everyone from the GM to the cleaners needs to know the "plan". "MBWA" = Manage by walking around!

wayne coetzer with staff at the oyster box hotel Q:What are your hobbies / interests outside of work - how do you relax?

A:I absolutely love fishing and spending time with my family. Travel is also a treat and a chance to experience new foods and cultures. Q:What is it like to lead a large workforce?

A:It's like directing a play and everyone has their part to play. There's a lot of smoke and mirrors which means that everyone needs to know what to do and exactly when! Sometimes you need to shout and release a little extra smoke to get it done right! Q:If you could stand in front of the IHS graduates today, what piece of advice would you give them?

A:Follow your hearts song. Really, do what your heart is telling you, set affirmations and you can make anything come true!

Q:What app on your phone can you not live without?

A:Windguru (that's a weather app) Q:Favourite place to eat?

A:I dine in different restaurants for different things - so here's my top 5

•The Oyster Box - for oysters and curry.

•Al Firenze - You must have the trifolati, steamed mussels and prawn and asparagus pasta.

•Hartford House - for any special occasion, plus start with whiskey oats for breakfast!

•Rawdons - The T-bone steak with garlic Butter is legendary!

•Ile Maurice - The Crab au gratin followed by octopus curry is scrumptious. Q:What are your tactics for winning an argument?

A:No one argues with me! Except my wife and she wins hands down every time!

general manager wayne coetzer of the oyster box hotel Q:What or who makes you laugh out loud?

A:My sons, they come up with some crackers! Q:Which household chore are you really good at?

A:House hold chores? I'm a hotelier…none! Q:Where is your favourite place on earth to travel to?

A:I love England, particularly the countryside in the summer. It has all the elements I love - it's pretty, the architecture is beautiful, it has culture and tradition, and I'm a Royalist of note! Q:Who would you like to have dinner with and why?

A:Lieutenants Melville and Coghill, I'd love to know what really happened at the battle of Isandlawana!

If you have any questions for Wayne, please drop us a line in the comments section below.