By Louise Wiseman, Managing Director at Emeris
South Africa has just come through its most demanding tourism year since the 2010 FIFA World Cup as Johannesburg hosted the G20 Summit. The event brought heads of state, ministerial teams, security units, media crews and technical staff to the country, who depend on reliable logistics and high-quality service, which placed real pressure on hospitality, tourism and events businesses that must deliver at a global standard while managing the usual seasonal peaks.
Consider the magnitude of the G20 as an operation; delegations travelled with specialist staff, protocol requirements, and strict security expectations. As such, hotels had to balance full occupancy with seamless guest handling, conference venues had to deliver consistent technical and service execution, and restaurants and travel companies had to accommodate fluctuating demand while maintaining speed and accuracy. This was the moment where a country’s operational competency became visible to the world.
South Africa already has strong operators with deep industry experience, but the challenge remains expanding a talent pipeline that can keep pace with the volume and complexity of a summit of this scale. A skills-ready workforce determines whether the event delivers only a short-term boost or sparks sustained economic momentum.
Tourism already carries significant weight in South Africa’s economy, absorbing labour, supporting small enterprises, and driving foreign revenue into local communities. The G20 economies also attract most of the world’s international travellers and account for most global tourism spending, which raises the stakes even further. Hosting them set the tone for investor confidence, where delegates formed impressions through the complete guest experience, from service consistency to cultural awareness. These details influence how international markets assess South Africa’s readiness for deeper engagement and long-term partnership.
Education as a strategic advantage
This is where education becomes a strategic component of national preparation. Institutions like the Independent Institute of Education’s Emeris focus on developing graduates for the hospitality and service management who can enter high-pressure environments with confidence. Students train across operational scenarios that mirror the demands of hotels, restaurants, events, and travel enterprises with emphasis on commercial awareness and practical service execution. Strong pipelines of well-trained graduates support an industry that must scale up quickly for global events of this nature.
Artificial intelligence is increasingly part of daily operations in hotels, restaurants, and events, assisting with bookings, guest communications, and routine tasks. Its role is complementary, enabling staff to focus on personalised service and problem-solving. For large-scale events like the G20 Summit, a workforce skilled in integrating AI outputs into operational decisions is critical.
Teams must understand how to integrate AI outputs into operational decisions, maintain service consistency, and adapt quickly when unexpected challenges arise. Developing these capabilities ensures that technology enhances rather than replaces the human touch, supporting both efficiency and exceptional guest experiences.
Aligning with solidarity, equality, and sustainability
South Africa’s G20 theme: Solidarity, Equality, Sustainability, aligns naturally with the sector’s direction. Expanding access to training supports transformation in a meaningful way. When young people gain transferable hospitality and service skills, they earn mobility across the tourism value chain. This widens economic participation and strengthens communities connected to tourism assets.
The year ahead is both a challenge and an opportunity, and focusing on people and firsthand training will help South Africa build on the momentum created by hosting the G20 and lay the groundwork for tourism growth that lasts long after the summit.
Image: ITWeb.
