Fostering Growth, Empowering Communities and Employees!
With a rich history spanning over three decades, the hospitality industry has witnessed an evolution marked by both tradition and innovation. It’s within this dynamic landscape that individuals like Tiffany Vos-Thane, Chief Operating Officer, have emerged as influential figures. Raised amidst the legacy of her family’s business, Tiffany’s journey into hospitality was nurtured by a childhood spent immersed in the world of train travel. This foundation laid the groundwork for her deep-rooted connection to the industry, shaping her into the seasoned professional she is today.
In her role, she brings a wealth of experience and a strategic vision to the forefront of operations at Rovos Rail Tours (Pty) Ltd. With a career trajectory marked by diverse roles in prestigious hospitality establishments across the globe, Tiffany’s expertise lies in seamlessly blending corporate strategies with the familial ethos ingrained within her family’s business. Her journey from internships in New York to managerial positions in London reflects a commitment to excellence and a dedication to upholding the values that define Rovos Rail.
Founded by her parents, Rovos Rail stands as a testament to the enduring legacy of familial entrepreneurship in the hospitality sector. Tiffany’s leadership within the company is not only a continuation of this legacy but also a testament to her vision for the future. As she navigates the complexities of the industry, Tiffany remains steadfast in her commitment to preserving the company’s heritage while spearheading initiatives that propel it toward sustained growth and success.
Let’s delve in to learn more:
A Journey Through Hospitality
Tiffany has a deep-rooted connection to the hospitality industry, stemming from her upbringing within the company. With her parents founding Rovos Rail 35 years ago, Tiffany’s childhood was spent immersed in train travel, instilling a natural affinity for hospitality in her from an early age. She recalls fond memories of engaging with guests and experiencing the thrill of travel firsthand.
Upon completing her high school education, Tiffany pursued studies in hospitality and business management, a decision influenced by her upbringing and passion for the industry. During her academic tenure, she gained invaluable practical experience working in various departments of hotels, ranging from laundry and restaurant services to kitchen operations and housekeeping.
Tiffany’s professional journey took her to New York, where she undertook an internship with Starwood Hotels and Resorts, a prominent hospitality group. Subsequently, she transitioned to a role at the prestigious Mount Nelson Hotel in Cape Town, initially serving as a concierge before progressing to handle groups and incentives. Her tenure at Mount Nelson Hotel provided her with exposure to reservations and sales, laying the groundwork for her future endeavors.
Following her time in Cape Town, Tiffany relocated to London, where she spent seven years with Starwood Hotels, primarily focusing on sales and corporate accounts. Her diverse roles enabled her to garner extensive experience in hotel operations, sales strategies, and customer service, contributing to her professional growth and expertise.
Despite her international ventures, Tiffany’s heart remained in South Africa, where she harbored a desire to contribute to her family’s business. With her parents’ guidance and her own accumulated experience, Tiffany seamlessly transitioned into her role within Rovos Rail, embracing the responsibility with gratitude and determination.
Having been immersed in the business since childhood, Tiffany deeply appreciates the foundation laid by her parents and recognizes the value of hard work and dedication in shaping the company’s success. Her journey exemplifies a harmonious blend of family legacy, academic pursuit, and professional experience, culminating in her current position as the Chief Operating Officer.
Embracing Heritage, Shaping Futures
Transitioning into the hospitality sector seemed inevitable for Tiffany, driven not only by her familial ties but also by her profound connection to South Africa. Having commenced her career in the industry within the country’s borders, she was captivated by the rich tapestry of her homeland and the diverse landscapes it offers, extending into neighboring African nations. This deep-rooted love for her home country fueled Tiffany’s eagerness to contribute positively to its growth and development.
Recognizing her unwavering passion for hospitality, Tiffany acknowledged that her dedication would be unparalleled within any other professional sphere. Motivated by a desire to not only ensure the success of her family’s business but also to contribute to the broader narrative of national prosperity, she embarked on her journey with a clear vision.
Armed with a wealth of corporate experience, Tiffany approached her role within Rovos Rail with a strategic mindset. She understood the need for a balance between structured processes and the family ethos that defined her parents’ management style. With an astute understanding of both corporate dynamics and the nuances of familial business practices, Tiffany sought to introduce positive changes that would propel Rovos Rail toward a prosperous future.
Her foresight and determination proved instrumental in guiding the company through a transformative phase, aligning its operations with contemporary industry standards while preserving its distinct familial character.
Revitalizing Tradition
In the pursuit of enhancing operational efficiency, Tiffany prioritized instilling a process-oriented culture within the company. Drawing from her intimate understanding of the business’s foundational principles and ethos, Tiffany approached this endeavor with a keen appreciation for its existing strengths. Rather than seeking to overhaul the established framework, she focused on leveraging technology to propel the company forward while preserving its core values.
Recognizing the need for modernization in a landscape characterized by minimal technological integration, Tiffany embarked on a systematic evaluation of the company’s workflows. Her objective was clear: To identify opportunities for improvement and streamline processes without compromising the essence of the business. This approach underscored her commitment to nurturing the legacy established by her parents while ensuring its adaptability to contemporary demands.
By introducing technology and refining operational workflows, Tiffany aimed to foster sustainable growth while honoring the heritage and values that form the foundation of the company. Her strategic approach underscored her dedication to preserving the company’s identity while positioning it for continued success in an evolving marketplace.
Catalyzing Change
Initially entering the company without a specific title, Tiffany assumed the role of a project manager under her father’s guidance. Recognizing the diverse array of projects awaiting attention, ranging from kitchen renovations to infrastructure improvements on the expansive 60-acre property in Pretoria, Tiffany focused on optimizing workflows within the ecosystem. She understood that even a minor inefficiency could lead to significant bottlenecks and operational challenges in a fast-paced environment.
Taking a pragmatic approach, Tiffany prioritized addressing fundamental issues and laying the groundwork for digital and technological advancement. Understanding her parents’ unfamiliarity with this terrain and their time constraints, Tiffany took it upon herself to lead the charge in driving progress within the company. Her journey commenced six years ago, marked by a dedication to implementing transformative changes that would position the company for future success.
Recognizing the resistance to change inherent in any organization, Tiffany remained firm in her commitment to modernization. She understood the importance of data-driven decision-making and the implementation of robust systems, especially considering her future aspirations to lead the company as CEO. While acknowledging the challenges associated with introducing new systems and innovations, Tiffany remained resolute in her conviction that such efforts were essential for the company’s sustained growth and competitiveness in the industry.
Navigating the intricacies of the rail industry, Tiffany likened its resistance to change to that of the healthcare sector. However, she remained undeterred in her pursuit of innovation, recognizing the importance of introducing new ideas and technologies to propel the company forward. Her steadfast dedication to progress and her vision for a digitally advanced future have been instrumental in shaping the trajectory of the company.
Empowering Communities
In her assessment, Tiffany acknowledges the significant impact Rovos Rail has in traversing through ten African countries, shedding light on destinations often overlooked. She emphasizes the importance of continuing to leverage this platform to not only enrich the travel experience but also to contribute positively to the communities along the routes.
With a focus on enhancing the current footprint, Tiffany remains mindful of practical considerations, recognizing the limitations posed by underdeveloped regions or inaccessible areas. Nevertheless, she remains committed to the ethos of community engagement, viewing it as paramount in elevating the travel experience and fostering mutual benefits for all involved.
Navigating African Travel
Navigating the intricacies of travel within Africa presents unique challenges, as Tiffany observes. From sudden changes in visa requirements to evolving border policies, the landscape can be unpredictable, particularly highlighted during the pandemic.
Despite these potential hurdles, Tiffany notes that Rovos Rail typically experiences smooth transitions across the ten African countries it traverses. Grateful for the warm reception and ease of doing business in these regions, Tiffany emphasizes the importance of seamless travel experiences for passengers.
Recognizing the vital role of effective communication and proactive measures, Tiffany acknowledges the need to stay ahead of policy changes and unforeseen circumstances. While Rovos Rail operates as a smaller entity without extensive compliance teams, Tiffany is committed to enhancing preparedness and risk management strategies.
Partnering with companies like Weeva, known for their expertise in digitizing information and facilitating proactive measures, Tiffany aims to ensure the safety and satisfaction of passengers amidst the dynamic African travel landscape.
Fostering Trust
The esteemed reputation of Rovos Rail stems from decades of traversing African countries, notes Tiffany. With a track record spanning up to 30 years in some regions, the company is widely recognized and respected. Tiffany attributes this to her parents’ steadfast adherence to ethical principles, ensuring that Rovos Rail operates within the boundaries of regulations and maintains a respectful demeanor.
As long as the company upholds this approach, it continues to be viewed as a valued partner rather than a liability. Tiffany emphasizes that most countries eagerly welcome Rovos Rail, recognizing the benefits it brings in terms of tourism and economic impact.
Elevating Guest Experiences
Tiffany underscores the pivotal role of Rovos Rail in providing travelers with a unique opportunity to both disconnect and connect. She highlights the company’s commitment to fostering an environment conducive to digital detox, enabling guests to disconnect from their hectic lives while facilitating meaningful connections with loved ones and fellow travelers.
Throughout her tenure at Rovos Rail, Tiffany has prioritized refining the customer journey, recognizing that it begins long before guests embark on their trip. From initial marketing efforts to the moment of arrival, managing guest expectations is paramount. Tiffany collaborates closely with the company’s 17 departments, spanning sales, marketing, reservations, and finance, to ensure every aspect of the guest experience is meticulously curated.
Maintaining a steadfast focus on quality and guest satisfaction, Tiffany emphasizes the importance of continuous improvement and feedback. She remains vigilant against the allure of prioritizing spreadsheets over genuine guest interactions, reminding herself and her team of the fundamental importance of customer-facing interactions.
Looking ahead, Tiffany is committed to reinforcing the significance of each department in shaping the customer journey and ensuring that the company remains dedicated to delivering exceptional hospitality experiences.
Navigating Challenges
In reflecting on her tenure, Tiffany identifies the COVID-19 pandemic as a pivotal challenge that prompted a fundamental shift in her leadership approach. Embracing the necessity to recalibrate amidst adversity, Tiffany learned to prioritize quality over quantity, emphasizing the importance of mastering essential tasks rather than spreading efforts too thin.
Despite the daunting infrastructure challenges facing South Africa, such as power shortages and cable theft, Tiffany remains proactive in seeking solutions. From investing in hybrid locomotives to advocating for railway privatization, she demonstrates a commitment to innovation and problem-solving. However, the uncertainty of the future presents a formidable obstacle, with the need for strategic decision-making amidst ongoing crisis management. Amidst these challenges, Tiffany remains resolute in her determination to navigate the complexities and uphold the integrity of the business.
Prioritizing People
Tiffany emphasizes the importance of maintaining a customer-centric approach while also prioritizing employee satisfaction and well-being. She highlights that the success of any business, particularly in the hospitality industry, hinges on the happiness and proper training of its staff.
Tiffany stresses that despite the challenges faced, such as those encountered during the pandemic, focusing on the well-being and training of employees is paramount. She acknowledges the historical challenges within the hospitality industry, including long hours and inadequate compensation, but sees a positive trend emerging where better treatment and support for staff are becoming more prevalent.
Regarding motivation amidst challenges, Tiffany reflects on the positive impact the business has on both customers and the communities it serves. She acknowledges occasional setbacks but emphasizes the importance of focusing on the positive outcomes and feedback received, which serve as strong motivators. Tiffany draws motivation from witnessing the happiness and satisfaction of both customers and employees and understanding the significant role the business plays in supporting numerous families associated with it.
In summary, she underscores the significance of maintaining a customer-centric approach while prioritizing employee satisfaction, training, and support. She finds motivation in the positive impact the business has on individuals and communities, acknowledging the challenges while remaining focused on the rewards of their efforts.
Forging a Sustainable Future
In considering future goals and prospects for Rovos Rail, the focus for the company’s expansion lies prominently within its locomotive department. There’s a vision for substantial growth, potentially positioning the business as a leading locomotive enterprise in South Africa. Exploring avenues beyond passenger services, such as freight operations, remains a possibility for diversification, albeit with a longer-term outlook.
Maintaining an unwavering commitment to the customer experience remains a priority. Efforts will be directed towards leveraging technology to streamline processes and enhance customer interactions, ensuring a seamless journey from reservation to feedback collection. The evolving landscape of technology presents both challenges and opportunities, necessitating careful consideration and strategic implementation.
Expanding the reach of Rovos Rail across African countries is also under consideration. While the current focus is on ten countries, there’s an aspiration to explore further possibilities within the sub-Saharan region, contingent upon the feasibility and strategic alignment.
In tandem with business growth, an emphasis on nurturing talent and providing training opportunities within the hospitality industry is envisioned. Establishing a dedicated training center to expose individuals to the nuances of hospitality and the company’s operations is a long-term aspiration.
However, amidst aspirations for growth, sustainability remains a paramount concern. Significant strides have been made towards environmental conservation, including the elimination of single-use plastics, the introduction of water-saving technologies, and initiatives to reduce linen consumption. Collaboration with external partners, such as Weeva, promises to further enhance sustainability efforts and explore avenues for community engagement and conservation initiatives.
As the company navigates its trajectory, a concerted effort towards reputational protection, quality maintenance, and sustainability will underpin strategic decision-making over the next five to ten years. Collaboration with external partners and a continued focus on innovation will drive the realization of these goals, ensuring the enduring success and impact of Rovos Rail in the years to come.
Empowering Opportunities
Tiffany believes that establishing a training center is pivotal in unlocking the untapped potential within the railway and logistics sector. She sees immense possibilities for women in roles traditionally associated with railways and operations, emphasizing the significant opportunities for development. Taking on a more proactive role in marketing and promotion, she aims to amplify the company’s presence and showcase the vast opportunities within the hospitality and rail industries.
Through active engagement on social media, participation in educational events, and the establishment of a training center, she aims to inspire and inform individuals about the diverse career paths available. As a strong advocate for innovation and evolution in the company, Tiffany is committed to championing the integration of technology in operations and hospitality.
Balancing Tradition and Innovation
Tiffany acknowledges the unique balance that hospitality maintains between technological advancement and the preservation of human connection. She believes that the enduring popularity of railway experiences stems from fulfilling this essential need for connection. Looking ahead, she sees opportunities for Rovos Rail to expand into new countries and introduce innovative routes that not only boost tourism but also foster investment and development across Africa.
While recognizing the importance of catering to customer expectations, particularly among the older demographic, she aims to broaden the company’s offerings to encompass a more diverse range of experiences. She understands the delicate balance between meeting traditional expectations and showcasing Africa’s rich tapestry of stories and attractions.
In the coming years, her focus will be on reframing perceptions and offering unique, luxury experiences that authentically capture Africa’s essence while contributing positively to the continent’s growth and development.
Tiffany emphasizes the potential for Rovos Rail to make a meaningful impact in Africa and enhance its relationships with host countries by offering experiences that go beyond conventional tourist destinations. This, she believes, will not only enrich the company’s offerings but also deepen its connection with customers and the communities it serves.
