From receptionist to general manager - Matilda Mikekpor’s journey
Ten years ago when Ms Matilda Mikekpor applied for the role of a front desk executive at a hotel in Accra, her aim was to get hands-on experience in the hospitality industry.
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Then, she was pursuing a Bachelor of Science in Hospitality & Tourism Management at the Ghana Institute of Management and Public Administration (GIMPA) and wanted to be in an environment where she could learn the ropes of her chosen field.
In an interview with The Mirror last Wednesday, Ms Mikekpor, who was recently appointed as the General Manager of the hotel, Villa Monticello, explained that at the interview for her first role, she explained to the panel that she was still in school but was ready to juggle school and work.
“The position had always been for full-time workers. I received a call a few days later explaining that they had to choose another candidate over me because they were concerned about my flexibility and availability due to my school situation. In those times, all front desk executives were mandated to be scheduled for all three shifts typically run in the hotel industry. I attended class from 5p.m to 9 p.m. each day and so it meant if they employed me, I wouldn’t be available for afternoon shifts.
About two weeks later, I received another call asking if I was still interested in the job, so I explained that my situation hadn’t changed, I was still in evening school and they said we would work around it and so I started work. The first time I walked into this hotel was in January 2012 and my official appointment started on February 1, 2012,” she explained.
Pacesetter
Ms Mikekpor’s progress at the hotel over the years has been remarkable and it is also worth noting that she is the first woman and first Ghanaian to be appointed into the role of General Manager since the hotel started operating almost 13 years ago.
Ms Mikekpor (left) with Priscilla Owusu one of her former colleagues at the front desk
She admits that her current role was rewarding and did not come easy as it had taken 10 years of hard work and dedication in different roles.
She explained that being a front desk executive in a hotel that rides on “delivering luxury through excellence” meant making sure she worked to meet the demands of their guests and also meet the standard set by the directors of the hotel.
“Before joining, I read their profile online and realised it was a winning team and so I was eager to join and learn the best from the industry. I also needed the salary to help pay my fees at GIMPA. My father wanted me to be a journalist, that's why I earlier went to Africa Institute of Journalism and Communications (AIJC), now African University College of Communications (AUCC), where I completed a Diploma in Communications Studies. I didn’t practise journalism, I was more drawn to social events and started modelling. It was during that time that I realised my interests in the hospitality space. From what I read online, I knew it would be a good place to start a career in the field,” she added.
Five years after joining the company she had served in different roles such as Front Desk Supervisor, to Guest Relations Manager, Rooms Division Manager and Deputy General Manager, a position she held for the past four years till her appointment as General Manager earlier this month.
“I remember in the early days, I was so focused on getting things done right that my colleagues nicknamed me “Madam Systems”. I wanted to learn everything there was to learn and it even made my studies easier because I could get the practical part of what was being taught in school. There were many instances when some colleagues who had been here before me would call for assistance with some tasks they found difficult.
“Being a front desk executive at Villa Monticello is not the usual “receptionist or telephonist” role, it is also not only about smiling to welcome guests. You must know and understand how the hotel works as you are the first point of contact for guests and so while at post, I made sure I learnt all the different aspects of the role,” Ms Mikekpor said.
Her hard work, she said, paid off as after only two years at her first role, she was promoted to Front Desk Supervisor, overseeing all activities at the desk. She said she didn’t want her bosses to regret employing someone who was still in school and also prove to them that she could excel at both.
Following her success, the company then started employing people who were in school part time and started encouraging staff who wanted to further their education to do so.
To stay abreast of international hospitality standards, she enrolled in Cornell University for an online certificate in Advanced Hospitality Revenue Management.
Challenges
Ms Mikekpor said one of the main challenges for women in the hospitality space was the perception people had about women in such roles.
Their job, she explained, was to be hospitable which some people misconstrued as flirting. There are also some guests who also held similar perceptions and so made advances at them.
She said the hotel was owned by a female and female staff who were, particularly, trained to “stay professional and grounded at all times in serving our guests so that our actions and inaction are not misconstrued but can only be described as professional and ethical.”
She, also, said because most of her colleagues had seen her in her early days, when she began to rise, it was quite difficult for some to see her as their superior but with time, they appreciated the roles and her contribution.
Ms Mikekpor hopes to leave behind an enabling environment that allows staff to develop their potentials
Some of them were also appointed into other leadership roles and so they began to understand why she wanted certain things done in specific order.
Legacy
Ms Mikekpor is grateful to her directors for entrusting her with such a position. She expressed gratitude to Mrs Lawrencia Awotwi, one of the directors who is the Managing Director. Another mentor she was grateful for was a former General Manager, Mr Tapfuma Shinya, who was also instrumental in her journey.
Matilda with her former boss Tapfuma Shinya (left) and a guest in her early days
She explained that because she had risen through the ranks, she knew how most parts of the business operated and didn’t struggle to execute her tasks.
“I am hoping that when it is time to hand over, I will leave behind an enabling environment that allows staff, the core people who our business revolves around to develop their potentials and more. In consultation with my directors, we have started a scholarship scheme for children and wards of staff. At the beginning of this academic year, we have enrolled five beneficiaries and hope to do more in subsequent years.
“I know how it feels to be in the minority so my focus is to help develop people to serve in different roles depending on their skills and interests. I also believe my journey here is also an indication that if you put in the work and stay committed, you will be rewarded. My hope is to leave the company better than I met it and also make it more profitable for the shareholders.”
