This year marks 15 years for Shanaaz Borman as Boardwalk Hotel and Casino’s Executive Secretary, during which time she’s played a supporting role to four General Managers as they managed the operations of Boardwalk and its 400-plus employees.

The born-and-bred Gqeberha woman recalls how proud she is to be hired by Sun International to join Boardwalk Casino in 2009 as an Executive Office Administrator. “The interview process and tests were intense, it felt like a huge, huge accomplishment. The training also made me feel like I wanted to be part of the team, deeply ingraining a sense of passion and dedication,” says the 43-year-old.

As a hospitality business, a large part of her role is focused on customer service. “I deal with complaints that reach our General Manager, Tati Tsunke’s office. This means maintaining composure, being polite and calming the customer down by sorting the problem out. Most people are happy when you come back to them with feedback.” As a wife and mother of two teenage daughters and a five-year-old son, Borman uses these skills in her personal life as well.

Aside from daily administration support and project communication, for the past three years, under Tsunke’s guidance, Borman has also managed Boardwalk’s socio-economic development projects, which are a crucial focus for Sun International and aim to positively impact the community.

Shanaaz Borman Boardwalk Executive Secretary

“I vet, monitor and evaluate the projects while leading the project team and timelines from start to finish. Last year we handed over the Walmer Township Cricket Nets which was my first big project, and we are looking at doing a coaching clinic in the next school holiday. Seeing the smiles on the faces of beneficiaries and knowing we are making a difference in their lives is the most amazing feeling,” she says.

Under Borman’s leadership, Boardwalk won four awards last year at the Eastern Cape Gambling Board CSI Awards for various projects.

“The satisfaction of seeing a project come to fruition from the planning stage to completion has fuelled my passion for studying in this field.” She has completed many learnerships and courses with Sun International over the years, such as a Business Administration Course, and will study towards a Project Management Diploma next.

“Being part of the changes at Boardwalk over the years has been amazing – when I joined, the hotel had not yet been built. You have to embrace change and go forward with it to get things done.” She recalls working closely on the construction project which included arranging accommodation, flights and even renting and furnishing houses for the consultants. “Over the years I have done it all and had the pleasure of meeting several famous people including various Miss South Africa’s, Saudi princes, and soapie actress Katherine Kelly Lang from The Bold and the Beautiful.”

Having worked with three previous General Managers and now Tsunke, Borman says she has been lucky to enjoy good working relationships with all, despite their different leadership styles. “Currently we have a young, dynamic team, and a culture of openness and sharing under Tati, who lets you get the job done in your way while still driving you to achieve.”

In her spare time, she enjoys unplugging while camping at the beach, watching movies, cooking and braaing with her family.