When Eastern Cape entrepreneur Francine Zana dropped out of school and sought a job as a cleaner, never in her wildest imagination did she guess where that crucial decision would lead her.
Zana was pursuing a business studies qualification when her family’s tough financial standing left her no choice but to leave school and seek means to put food on the table.
Heartbreaking as the decision was for her, she put her feelings aside and poured all she had into doing an excellent job as a cleaner.
Years and countless brooms later, Zana’s decision has duly paid off and she reached her full-circle moment when she became the entrepreneur she had once dreamed of becoming before dropping out of school.
Zana started working as a bed-and-breakfast cleaner in Bluewater Bay, Gqeberha, when she was just 19.
She became passionate and curious about the hospitality industry when she scored her first permanent position at Kelway Hotel.
Bubbly and inquisitive in nature, Zana caught the eye of her manager who promoted her to housekeeping supervisor and later to front office duty manager.
She later joined No5 Boutique Hotel, her first job at a five-star establishment. While this opportunity meant a salary cut, Zana pursued it anyway and focused on the bigger picture.
“Never in my wildest dreams did I think this would be the rest of my life. I actually initially wanted to be a doctor but that didn’t work out and I enrolled for a business studies course. When I had to drop out and start working at a young age, in my head I was certain it would be something temporary. I was just going to work for a while and save up enough money to go back to school. I never thought my fate was in the hospitality industry,” Zana said.
Zana founded her business, Exclusive Hospitality Concepts, in 2012. The business idea came to her after she was appointed by her colleagues to train hospitality staff at the hotel she worked for.
Her company offers consulting and staff-training services to hospitality establishments including hotels and B&Bs, as well as private homes.
Through hard work, determination and her networking style, Zana has scored herself various reputable clients in the hospitality sector.
More recently, she started working with Nedbank and a new accommodation establishment in the world-famous Kruger National Park.
“I offer consultancy infused with training. Using my experience in the hospitality sector, I provide on-the-job practical training. I also do pre-opening consultancy to set up hotel standards across all departments. “I was approached by Nedbank’s operations manager to set housekeeping standards in their properties. They have properties — self-catering units — in different parts of SA. So far, I have worked on three of their properties — two in Umhlanga and one in South Coast Beach. I’m still going to work on more of their properties,” Zana said.
While Zana was busy with the Nedbank project, she attended the annual Tourism Indaba where the Kruger National Park opportunity came her way.
“At the indaba, a friend of mine who runs a marketing business gave me a call and informed me about a new property in Kruger National Park that needed staff training. I was keen.
“When someone presents a new property and says they need training, mine is to teach them that they don’t just need training but someone to set up the establishment’s standard. It’s a lot of work.
“When I went to assess the property, I absolutely loved what I saw. It’s a piece of art. A beautiful lodge,” Zana said.
Zana said the Kruger National Park opportunity marked a big milestone for her career.
“For me to finally be recommended to a place such as Kruger National Park is a big deal, especially considering how I started in this industry. Yes, I’ve opened a number of five star hotels but the location, reputation and status of Kruger National Park excites me. Kruger is a big deal when we speak hospitality and tourism,” she said.
Zana also took up public speaking and event MCing. This was driven by the interest her journey garnered from the public.
In 2022, she addressed the Nelson Mandela University faculty of business and economic sciences, in association with Mantis, at its Breakfast Club meeting.
Last year when the Eastern Cape Parks and Tourism Agency (ECPTA) launched tourism month, Zana debuted as an events MC when she held the mic at the launch.
“When the ECPTA gave me that opportunity, I realised that we live in a world that allows us to discover things about ourselves that we never knew we could do.
“That opportunity led to me being a speaker at the World Travel Market, which is one of the biggest trades in Africa. That was another highlight for me,” Zana said.
She has also spoken at the Eastern Cape Provincial Tourism Career Expo in East London, the National Tourism Career Expo in Gauteng, National SAACI Congress and Spar Eastern Cape’s Women’s Months celebration.
Last year, the trailblazer was appointed as a board member by Discover Nelson Mandela Bay Tourism.
Zana’s career has also earned her multiple accolades including the regional entrepreneur of the year award at the Standard Bank Top Women’s Awards, Minister’s Award at the Lilizela Tourism Awards and the Standard Bank Top Women Pitching Den Entrepreneur award.
While she has received accolades and commendation for rising through the ranks of the industry, Zana continues to hold hospitality workers close to her hearts.
In 2016, she introduced an annual dinner to honour cleaners, waitrons, housekeepers and those who hold similar jobs in the industry.
She said she wanted them to sit, relax and receive the services they offer to other people throughout the year.
She later introduced an awards element to the dinner, awarding accolades to hospitality staff who excel at their jobs.
So far, she has successfully hosted six awards ceremonies.
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