Jeannie Sarno, owner of Burnham House B&B in Umhlanga North of Durban, in an interview with the Business Report, said that she has owned the establishment since 2009 and has had to navigate challenges in making the establishment successful in the tourism sector.
Image: Doctor Ngcobo/Independent Newspapers
Jeannie Sarno, owner of Burnham House B&B in Umhlanga North of Durban, in an interview with the Business Report, said that she has owned the establishment since 2009 and has had to navigate challenges in making the establishment successful in the tourism sector.
Sarno said that she was born in Seychelles. “Tourism is in our blood, and we understand the importance of tourism and guest services. I immigrated to America and worked in a travel agency in client services where I was the end of the line when it came to dealing with customers and their problems, but once you experience South Africa, there is nothing that can hold you back. I returned to Durban because I loved nature and lifestyle, and here I became a B&B owner. It’s during this time that I also became the Chairperson of Umhlanga Tourism, and during my time as Chair, I achieved many achievements and met so many incredible people and leaders, which inspired me even more to achieve in the tourism industry."
Sarno added that Burnham House B&B has been around for many years, but she bought the place and took over from 2009.
“We have grown so much since then, and not only the incredible view that can be enjoyed from our deck, but the service we offer has won us the Durban Tourism Business Awards for Non-Hotel Category. My staff are well trained, and really the sky is the limit when it comes to our service delivery.”
Sarno said that Umhlanga is a thriving tourism area, and you need to be unique in your offering to be successful in the industry.
“There are just too many establishments in our industry, so you need to make sure that what you offer is above the others, and this is why we have recurring guests from 2009. Learn to understand their needs and wants and learn to know who they are as your guests.”
Sarno added that Durban has had to deal with challenges in recent years and a lot of hard work had to be put in to keep the establishment thriving.
“Burnham House B&B has passed through three owners. I’m the current owner since 2009, and we have lasted through the pandemics, civil unrest, and floods. We've worked hard to stay in the industry, and we have many years to speak for why we are still around.”
Sarno said that she is really glad of the way eThekwini Municipality and Presidential eThekwini Working Group (PeWG) has addressed the challenges in Durban.
“Durban has improved a lot since the formation of the (PeWG). I have attended these meetings for many months, and it has brought me great joy and pride to see that after months of discussions and planning, Durban is starting to look clean again. Progress is slow, but it’s happening. Unfortunately, more problems arrive than they are resolved, but it’s happening.”
Sarno concluded that you need to work hard and produce the same service you would want to receive to make it in the tourism industry.
“My advice is you know what is missing, be the change you need to make. We cannot rely on the state to help us fix all the issues, so start to fix what you can in and around your area. As for being in the tourism industry, always put yourself in your guests' place. Offer the service you would like to receive and offer an experience that puts your establishment in the limelight. Don’t offer ‘standard’ service, offer a once-in-a-lifetime experience.”
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