EMBRACING CHANGE AT PIEKENIERSKLOOF MOUNTAIN RESORT

by Chelsey Hale

Change is never easy, but at Dream Hotels & Resorts, we see it as an opportunity to grow stronger and more connected to our mission of creating a brighter future. As we navigate an evolving hospitality landscape, we’ve embraced the challenge of improving problem-solving across our collection of properties while staying deeply committed to supporting our dedicated teams on the ground who continue to make our vision a reality.

Reinforcing this sentiment is Nick Dickson, Group Custodian (CEO) of Dream Hotels & Resorts: “In 2021, we set about the daunting, yet necessary task of re-developing our systems and procedures, challenging our core beliefs and values, and asking ourselves the difficult and uncomfortable questions about the legacy we want to leave behind.”

For Dream Hotels & Resorts, this goes beyond exceptional guest experiences. It’s about building up the communities surrounding our properties and preserving the natural landscapes that make our destinations so special.

This mission is reflected in several internal initiatives spearheaded by our specialised business unit, the ‘Art of Creation’, which monitors the success of recently introduced 10-week paid sabbaticals for our long-serving leads.

“These opportunities, which include a travel and accommodation budget, are designed to encourage our property custodians to step away from their daily routines,” he explains.

“It’s an opportunity for them to learn, gain new perspectives and return with fresh ideas to improve how we manage our properties. This investment in our people recognises that our teams are not just a resource – they’re the foundation of everything we do and the future we hope to create.”

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Jan and Estelle Horn enjoying a moment at Ngepi Camp, Divundu, Caprivi in Namibia.

Dream Hotels & Resorts’ investment in its people was reflected in a recent sabbatical opportunity offered to Jan and Estelle Horn, longstanding Custodians of Piekenierskloof Mountain Resort in Citrusdal.

The couple, who have long been a cornerstone of the resort, embarked on a transformative selfdrive through Southern Africa–a 10,000-kilometre journey that reshaped their perspectives on hospitality and change.

“Leaving the comfort of Piekenierskloof wasn’t easy at first,” says Jan. “We’ve been so deeply rooted here as a family that stepping away for 10 weeks initially created some uncertainty. But the experiences we gained during our sabbatical proved invaluable. Travelling through Africa’s wilderness and the experience of being guests in Africa gave us a renewed appreciation for genuine hospitality and our personal capacity to learn. It reminded us of the importance of staying curious and open to change, no matter how quickly the world moves and processes evolve.”

As the Dream Hotels & Resorts group has grown, so too have its systems and procedures – a shift that can sometimes feel overwhelming. However, Estelle reflects on their sabbatical as a reminder that change, while daunting, is ultimately a catalyst for growth.

“We saw how other hospitality providers adapted to their environments with ingenuity and resourcefulness. We humans are resilient and have an incredible capacity to adapt at all stages of life. That’s the biggest lesson we’ve brought back to Piekenierskloof. Change is good and keeps us moving forward.”

For Jan and Estelle, their 10-week sabbatical was not just a chance to step back but also an opportunity to return with fresh ideas and renewed energy for their roles while remaining open to new ways of solving challenges.

“Through initiatives like these, Dream Hotels & Resorts reaffirms its commitment to supporting its team members in ways that ultimately enhance the guest experience, ensure the long-term sustainability of the business, and better serve communities surrounding our properties.

“As Jan and Estelle have shown, change is not something to fear – it’s an opportunity to thrive,” Nick adds.

Jan and Estelle standing in the Victoria Falls rainforest in Zimbabwe.

Glen Hadden and Marnus Le Roux.

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While the Horns brought back fresh ideas from their sabbatical, their temporary absence empowered younger team members to embrace and develop their leadership skills.

“Taking on new responsibilities at Piekenierskloof without Jan and Estelle was both challenging and rewarding,” says Glen Hadden, Piekenierskloof Front Office Lead. “It gave me a deeper understanding of the complexities of running a resort. We also appreciated that Jan and Estelle were supportive throughout the process.”

Similarly, Marnus Le Roux, Piekenierskloof Food & Beverage Lead, expressed how the experience broadened his perspective on teamwork, accountability, and problemsolving: “We were given a chance to make decisions, which not only grew our confidence but also strengthened the team dynamic. Experiences like these better prepare us to lead in the future.”

This transfer of knowledge and responsibility is a testament to the value of inter-generational collaboration at Dream Hotels & Resorts.

"It's not always easy to accommodate the different perspectives of multiple generations, but it helps when everyone is aligned with a greater mission and common goal. Each generation offers something of value, and when we're all on the same team, we can create impactful change," adds Nick.

Commenting on this, Estelle highlighted how they ultimately surrendered to fully trusting Glen and Marnus in their decision-making and leadership:

"They are fantastic leaders. Even during our training process a year in advance, we allowed Glen and Marnus to lead by relying on them more instead of trying to do everything ourselves. We firmly believe a business or property needs to run as a team, but there also needs to be opportunity for individuals to grow and upskill.”

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Since arriving in 2006, Jan and Estelle have been instrumental in transforming Piekenierskloof Mountain Resort into a cornerstone of the Citrusdal community. Their leadership has seen the resort evolve into a thriving hub for both guests and locals.

Reflecting on their journey, Jan adds: “We are part of a generation that has witnessed a lot of change, particularly here at Piekenierskloof. When we arrived in 2006, the conference centre had been burnt by a fire. Since then, we have overseen multiple upgrades while establishing the resort as an important touchpoint connecting the greater Citrusdal region.”

More than just a holiday destination, Estelle notes how Piekenierskloof has become a place where community connections flourish.

“Our facilities are used for community meetings and building relationships with our neighbours. We want to ensure that legacy continues, but for that to happen, we have had to face the notion that we can’t be in the driving seat forever. Change is inevitable, and our recent sabbatical highlighted the need for collaborative succession planning and shared responsibility to ensure the future of this beloved property where we watched our own children grow up.”

By allowing space for other team members to step into leadership roles, the Horns have laid the groundwork for the resort’s continued success, safeguarding its positive impact on the local community for generations to come.

“At Dream Hotels & Resorts, this commitment to growth, learning, and community exemplifies our overarching mission to create spaces that connect and empower people – whether they are guests, team members, or neighbours,” adds Nick.

“With leaders like Jan and Estelle inspiring meaningful change, we remain steadfast in our vision of building a legacy of hope for the future that goes far beyond hospitality.”