The 4 Southern Sun general managers shaping Durban’s Golden Mile

With more than two decades of experience across the Southern Sun portfolio, Lettisha Singh has worked her way through roles from front office management to taking the helm of Southern Sun Elangeni & Maharani in 2021.

What has been the biggest lesson you've learned in hospitality?

“Your voice does not always have to be loud. Tomorrow is another day to get it right. Learn from your mistakes. Do not forget the life lessons you receive; take what you need and discard the rest. Listen to what people say about you in your absence.”

Have you faced any unique challenges as a woman in leadership?

“You must always work hard to receive recognition in your job. Making tough decisions to do things differently and remain true to yourself. To remain strong in what is considered to be a male-dominated industry. Always be your authentic self and use your strength to reshape yourself in the workplace.”

What would surprise guests about running a busy hotel?

“Know when to walk away. Pick your battles. Never take your eye off the ball. Always know the difference between hearing and listening.”

Is there a guest or industry experience that has stayed with you?

“The support of guests enables you to build strong, lasting relationships across the different hotels you work in. Their success in their own businesses contributes to your success in your role, creating mutually beneficial partnerships built on trust and shared value.”

What Durban hidden gem do you recommend?

“Daily walks on the promenade. Not only do you have the opportunity to increase your step count, but you become familiar with other people doing the same activity as you. Good conversations start to take place.”

“Our beachfront properties have the most amazing views of the Golden Mile, both day and night. You remember we live in the most awesome city. We never experience winter.”

Food is another major part of Durban's appeal for Singh, who recently visited Victoria Street Market: “We offer the most delicious foods from different cultural backgrounds in our city. You will often hear and see on social media other provinces that often try to ‘copy’ our flavours of food. Durbanites have amazing talent with regards to our culinary skills.”

What might people be surprised to discover about you?

“When I speak in public – this is not my favourite task. From hearing the feedback from my audience, they give me a ten out of ten. I am always in awe to receive this attention and positive comments.”

What advice would you give women who aspire to lead?

“If you think about it, you can do it. There is nothing more powerful than a woman’s determination to achieve her goals and influence people. Do not be afraid to speak your voice and be heard. Remind yourself to learn something new every day. Stick to your morals and values when you are facing challenges. The most powerful answer is sometimes your silence.”

Nomfundo Nzama has spent almost 26 years in hospitality, starting as a trainee at Garden Court Kings Beach before working across Southern Sun properties in Mpumalanga, Limpopo, the Eastern Cape and KwaZulu-Natal. Today, she leads Garden Court Marine Parade, affectionately known as ‘The Ship’ on Durban’s beachfront.

What's the biggest lesson hospitality has taught you?

“Hotels are a place full of people, and people matter – from our guests to our staff members. As a leader, my focus is on team mentorship and seamless property operations.”

She says that extends to dealing with difficult guests: “A guest's difficult behaviour is rarely personal. Behind a complaint or harsh tone is usually a tired traveller, a stressed parent, or someone having a hard day; staying calm and listening with empathy turns tension into connection.”

What happens behind the scenes of a busy hotel?

"A lot happens behind the scenes – from kitchen teams prepping food to feed hundreds of people at the same time. Front desk workers tracking VIP catering requirements in secret computer files. Linen rooms run non-stop cycles because hotels use thousands of linen each day.”

What's your most memorable guest story?

One of Nzama's most memorable experiences happened early in her career as a general manager at Garden Court Ulundi.

An elderly international couple staying at the hotel had travelled to Hluhluwe Game Reserve when their vehicle broke down in a rural area. They were unsure of their exact location, their phone battery was running low, and it was getting dark.

The couple called the hotel for help: “I drove from Ulundi to Hluhluwe to rescue the guests, had to drive around the rural area searching for them. They were panicking since it was getting dark and their phone had low battery.”

Nzama eventually found them and brought them safely back to the hotel, towing their vehicle behind her.

Where should visitors go beyond the usual tourist attractions?

Nzama recommends three places for visitors wanting to see another side of Durban: "Phansi Museum, the boardwalks of Beachwood Mangroves Nature Reserve, and the scenic canals of the Point Waterfront via Zulumoon Gondola."

What might surprise people about you?

“Being very shy or introverted despite a loud public role.”

What's your advice to aspiring women leaders?

“Believe in your voice and own your unique perspective. True leadership does not mean changing who you are to fit an old mould. Lead with empathy, trust your skills, and lift others up as you climb to the top. Learn from hard times to grow stronger and wiser.”

For Nicole Munro, hospitality is very much a family affair. She met her husband, Shaun, at hotel school in 1991; she pursued management while he became a chef, and both remain firmly rooted in the industry. Munro joined Southern Sun after working in housekeeping, front office operations, boutique hotels and resorts, and spent time training unemployed youth and helping them find employment, arriving at The Edward in 2020.

What has The Edward taught you?

“My biggest lesson was taking over The Edward, where I realised ‘Rome wasn’t built in a day’. I had to keep telling myself this.”

Six years into her tenure, she says seeing the results of the work put into the historic hotel makes the journey worthwhile.

What would surprise guests about hotel life?

“The number of people there are to keep the hotel clean and looking good, and what our cleaning staff is exposed to when cleaning guests’ bedrooms.”

What's a memorable guest story from The Edward?

When Munro first took over the hotel, not every guest was immediately convinced by the change in leadership. One high-profile guest contacted her to complain about a new rate. Rather than allowing the relationship to deteriorate, Munro and her team worked through the issue.

“We managed to turn the complaint around, and now this guest and his family are our most regular guests with a huge love for the hotel. He is incredibly loyal to us and is extremely happy with us. It is an amazing turnaround.”

What are your Durban hidden gems?

Munro recommends exploring Durban on foot, including walking tours that reveal the city's history and even take visitors through the underground tunnel beneath the harbour mouth. She also recommends the Natural Science Museum and snorkelling along the harbour wall at Vetch's Beach.

What's something people are surprised to discover about you?

“Being blonde and fair-skinned, people are shocked that I have a Portuguese mom. Perception is I should be sallow-skinned and with dark hair.”

What advice would you give women entering leadership?

“My advice would be to be the best you can be always. Don’t ever change to fit into a male-orientated industry by losing your feminine touches and trying to be one of the boys.”

Portia Msomi's hospitality journey began far from Durban's beachfront. Raised in rural KwaZulu-Natal, she first became interested in hospitality while studying Home Economics at school. She had never even been inside a hotel until university assignments introduced her to the industry. She joined Southern Sun as a trainee in 2000 and celebrated 20 years of service with the group in 2024. Today, she leads one of the group's larger properties: the 414-bedroom Garden Court South Beach.

What's the biggest lesson hospitality has taught you?

“A guest is not a number. Every guest is unique, with their own expectations, needs, experiences and reasons for choosing to stay with us.

“No matter how many systems and processes we introduce, nothing can replace genuine human interaction. Remembering a guest's preference or simply showing genuine concern can have a far greater impact than any system ever could.”

What happens behind the scenes at a 414-bedroom hotel?

“One of the things people may be surprised to learn about running a busy hotel is just how fluid the industry is. We have to constantly adapt to what is happening around us. No two days are the same. Luckily, I have a good team that is always flexible and offers support whenever needed.

“We ensure the team is always preparing for last-minute bookings, managing special requests, and ensuring that everything is delivered within the required timeframe. At the same time, we are prepared to deal with emergencies at any hour.”

What's your most memorable guest story?

Msomi admits that the hotel has produced plenty of funny moments over the years.

“We get a lot of funny requests from guests. Just when you think you have seen or heard it all, there comes a new bizarre request.”

What should visitors experience in Durban and KZN?

“You cannot come to Durban or KZN without experiencing a boat cruise. It is a wonderful way to enjoy the coastline and see the city from a different perspective; the sea and the harbour alone if you are from inland.”

She also recommends a trip inland to the Valley of a Thousand Hills: “It is not just about the beautiful scenery; it is an opportunity to learn more about the history, culture and heritage of KwaZulu-Natal. The province has a very proud heritage, and the legacy of Zulu kings, particularly King Shaka, is an important part of South African history.”

What might surprise people about you?

“Outside of work, I enjoy hiking, as it allows me to step away from the everyday pace of city life, spend time outdoors and clear my mind. I also enjoy watching documentaries based on true crime and criminal investigations.”

What advice would you give aspiring women leaders?

“You have to have a genuine passion for the industry and, most importantly, for people. Today, there are so many opportunities to grow within the hospitality industry. You don't necessarily have to follow one straight career path. There are many different departments and areas of the business that you can explore before taking on a General Manager role.”