As MINT Express Melrose View prepares for its most significant expansion since opening five years ago, the growth story is not only about additional rooms and enhanced facilities. It is also about the people driving the propertys evolution. For General Manager Steven Kungwane, the expansion represents the latest chapter in a career built on service, leadership and human connection. Having begun his professional journey in the aviation industry, where delivering exceptional customer experiences is paramount, Steven developed a people-first approach that has remained central throughout his career. Whether supporting a guest, mentoring a team member or navigating the challenges that come with leadership, he believes the most meaningful experiences are built through genuine human connection. It is a philosophy that has followed him throughout his career and one that continues to shape the way he leads today.
As General Manager of MINT Express Melrose View, Steven oversees a property that has undergone significant growth in recent years. Yet while the hotel itself continues to evolve, his focus remains firmly on creating an environment where both guests and employees feel valued.
A Foundation Built on Service
Long before stepping into hospitality, Steven built his career in aviation, an industry where customer service, consistency and attention to detail are essential. Working in a fast-paced environment taught him the importance of anticipating people's needs, adapting quickly and maintaining high standards regardless of the circumstances.
This experience also reinforced an important lesson that continues to influence his leadership style today, which focuses on the notion that people remember how they are treated. While aviation provided a strong operational foundation, Steven found himself drawn to hospitality because of its human element. "Both industries are centred around people, but hospitality gives you the opportunity to create more meaningful and lasting
experiences," he says. "It's an industry where small moments can have a lasting impact on
how someone feels.
His transition into hospitality eventually led him to MINT Hotels, where he joined the team as Assistant General Manager at MINT Express Sandton View. The role exposed him to every aspect of hotel operations and provided valuable experience in guest relations, team management and service delivery. More importantly, it reinforced his belief that
exceptional guest experiences are rarely accidental. They are the result of strong teams, consistent standards and leaders who understand the importance of people.
Leadership Through People
As Steven progressed into leadership, he became increasingly aware that hospitality is as much about creating positive workplace cultures as it is about serving guests. He describes his leadership style as hands-on, collaborative and rooted in respect. Rather than focusing solely on operational performance, he places significant value on understanding the people around him and creating an environment where individuals feel empowered to grow.
& I believe in leading by example. When people feel supported and respected, they naturally want to do their best work. That ultimately benefits everyone, including the guest,& he explains. This people-first approach has become particularly important at a time when the hospitality industry faces increasing pressure to attract, develop and retain talent. It has also
helped guide MINT Express Melrose View through a period of significant growth, with the property& s recent expansion nearly doubling its capacity and enabling it to welcome even more guests.
For Steven, investing in people is not simply good leadership practice; it is fundamental to long-term success. This philosophy extends beyond the workplace and into the guest experience itself. While modern travellers increasingly value convenience, flexibility and technology, Steven believes that genuine service remains the industry's greatest
differentiator. In an age where so much of the customer journey is becoming automated, he believes authentic human interaction matters more than ever.
