With summer holidays on the horizon, South Africa’s hospitality industry is gearing up for the influx of both international and local travellers. As visitors from Europe, the USA, China, and across Africa prepare to descend on Mzansi for the warmer peak season, transit hubs like airports and their adjoining hotels are set to experience a major surge in foot traffic.
In December 2023 alone, Statistics South Africa recorded 3.5 million travellers at South African ports of entry or exit—a 34.6% increase from just a month earlier. This peak period is not only exciting but also challenging for the industry, as crowded environments like airports and hotels bring heightened safety concerns. Recent global health crises, including the COVID-19 pandemic, have highlighted the need for rigorous health protocols to prevent illness transmission in these high-traffic environments.
Ensuring safety, particularly at bustling transit hotels, has therefore become an essential focus. With millions of visitors anticipated, the hospitality industry is striving to uphold high standards of safety alongside delivering top-tier service. Grace Mathikge, Front Office Manager of Radisson Hotel and Convention Centre at O.R. Tambo Airport, comments on the evolving approach to hospitality in this context: “Our focus is on making sure guests feel protected from the moment they arrive. This requires a structured yet adaptable approach to crisis management, where health protocols are treated as essential, not optional.”
At Radisson, safety is seamlessly integrated into daily operations without compromising the guest experience. Their proactive crisis management, continuous staff training, and robust health and safety measures position Radisson as an industry model, illustrating that safety and service can harmoniously coexist.
With Gauteng expecting to host a significant portion of the incoming international tourists, and O.R. Tambo International Airport alone accounting for 51% of arrivals in December 2023, Radisson has ensured it is prepared for high occupancy while prioritising safety. The hotel’s operational model is built around adapting safety protocols to support both international and local guests.
In addition to physical safety, Radisson takes a holistic approach, understanding that guest well-being extends beyond health protocols. By offering quiet lounge areas for early arrivals and seamless access to premium amenities, they create a welcoming, secure environment that enhances the overall guest experience. Mathikge explains, “It’s about understanding that each guest’s needs are different. We want to ensure that while we focus on their safety, we also create a welcoming and memorable experience. This human-centred approach is crucial in ensuring that safety protocols enhance, rather than detract from, the guest experience.”
The broader hospitality industry can take note of Radisson’s approach, which demonstrates the importance of safety as a sustainable, long-term priority. Hotels in high-traffic areas especially need to embed comprehensive safety measures into their operations. These measures should not be seen as temporary fixes, but as integral to everyday guest care. From in-depth staff training to adaptable service offerings and clear communication, safety must become a cornerstone of modern hospitality.
As the hospitality industry continues to recover from the effects of the pandemic, Radisson’s commitment to blending crisis management with exemplary guest service highlights the path forward. This model of safety, personalisation, and guest satisfaction is setting a new standard for hospitality, proving that in today’s world, effective guest care and safety are not only compatible but mutually reinforcing.
