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Jacqueline’s career in the hospitality industry is a testament to passion, resilience, and the ability to evolve in a highly competitive field. From humble beginnings in Zimbabwe to becoming a trailblazer in the luxury travel sector in the GCC region, her journey is marked by bold decisions, a deep understanding of people, and a relentless drive to make her mark in a male-dominated industry. Today, Jacqueline leads The Travel Portfolio, a company that has revolutionized travel representation in the Middle East. Her story is one of perseverance and unwavering dedication to her craft.
A Passion Ignited by Chance
Jacqueline’s career began unexpectedly when she stumbled upon an advertisement for a hotel trainee job while living in Zimbabwe. She recalls seeing the job ad and feeling drawn to the glamorous world of hotels. Without telling her parents, Jacqueline applied for the position with Westin Hotels in South Africa, a decision that would ultimately shape the course of her life. When she received the job offer, she finally told her father, who was not pleased at first, as he had envisioned a career for her as a teacher. “It was much later in my life that he expressed how proud he was of the success I had made of my career,” she reflects.
Her initial step into the hospitality industry set the stage for what would become a lifelong passion. Hotels became more than just a job—they became an adventure, a platform for learning, and a space where Jacqueline could connect with people from all walks of life. “Hotels are a passion, and I have loved the journey, adventure, and people I have met along the way,” she says. Her career took her from South Africa to Scotland, where she joined the renowned Gleneagles Hotel, marking the beginning of her ascent in the luxury travel sector.
Recognition and Growth
While at Gleneagles, Jacqueline’s talents in hospitality did not go unnoticed. She received the prestigious Acorn Award, an accolade given to 30 individuals under the age of 30 who show exceptional promise in the hospitality industry. This recognition opened doors for her and provided access to mentors who would guide her through the next phases of her career. Winning the Acorn Award was a pivotal moment for Jacqueline. It validated her dedication and hard work while also signaling that she was destined for leadership roles within the industry.
Reflecting on the experience, Jacqueline emphasizes the importance of understanding every facet of the job before aspiring to leadership. “You cannot be a leader or grow unless you fully understand the job,” she advises young professionals, adding that working in less desirable positions is part of the journey. Her approach to leadership is grounded in passion and creativity, qualities she believes are essential to thriving in the hospitality world. Additionally, Jacqueline highlights that failure is an inevitable part of the process but also a crucial element in building resilience and wisdom.
Mastering Sales and Marketing
Jacqueline’s expertise in sales and marketing was honed through various key roles at prestigious establishments such as The Royal Crescent Hotel in Bath and Jebel Ali Hotels in Dubai. She initially began as the Assistant Reservations Manager at Gleneagles but quickly realized her talent for upselling and managing customer travel arrangements. It was her General Manager at the time who saw the potential in her and transitioned her to a sales role—a decision that would define her future career.
“Sales has taught me to listen, dig deep into conversations, understand people, and be there to help them,” Jacqueline explains. Her natural ability to connect with clients, understand their needs, and create solutions was the foundation of her success in sales. She describes the role as both joyful and challenging, noting the satisfaction of converting leads and the frustration when things don’t go as planned. Her secret to success? Staying positive, focused, and content in the face of adversity.
Building The Travel Portfolio
In 2001, Jacqueline made the bold decision to found her own business—The Travel Collection, which later evolved into The Travel Portfolio. Her company was one of the first sales representation companies in the GCC region, and she faced significant challenges in establishing herself as a serious player in a predominantly male-dominated environment. “To be taken seriously as a woman at that time was a major challenge,” she admits. However, Jacqueline’s resilience, adaptability, and commitment to her vision allowed her to navigate these obstacles and build a thriving business.
One of the keys to her success was her ability to adapt to the multicultural environment of the UAE and the broader GCC region. Over her 29 years in the Middle East, she learned to identify the strengths of the diverse nationalities she worked with and fostered their development. “You are as good as the people around you,” Jacqueline asserts, emphasizing the importance of teamwork and mentorship.
Her company’s milestones are numerous, but one of the most significant was the acquisition of The Travel Portfolio by Heavens Portfolio in 2023. This partnership represented the culmination of decades of hard work and perseverance. Jacqueline saw this acquisition as an acknowledgment of the strong foundation she had built and a steppingstone for further growth.
Innovating in Luxury Travel
Under Jacqueline’s leadership, The Travel Portfolio has represented a wide array of luxury travel, wellness resorts, and lifestyle brands. Her ability to deliver tailored sales and marketing strategies that resonate with affluent international business travelers has been the driving force behind her company’s success. She attributes this to a combination of creativity, honesty, and an unwavering commitment to providing exceptional service.
In the fast-paced travel industry, where bookings are often made at the last minute, Jacqueline emphasizes the importance of being available to help clients and partners at all times.
“Being available to help is critical in the service industry, especially in this market,” she says. This hands-on approach has allowed The Travel Portfolio to build lasting relationships across the region.
Empowering Women in Business
As a woman who has thrived in a competitive and male-dominated industry, Jacqueline is passionate about empowering other women to pursue leadership roles. She believes that women have a strong place in leadership and are increasingly being recognized at the highest levels. She is particularly encouraged by recent developments in the UAE, where companies are now required to have at least one woman on their board of directors starting in 2025.
Her message to aspiring women entrepreneurs is clear: “If you have a dream and a passion, then do everything in your capacity to fulfill it.” Jacqueline stresses the importance of having a practical plan, securing finances, and not being afraid to ask for help when needed. Above all, she reminds women to enjoy the journey and find a balance between work and personal life. For Jacqueline, this balance came only after a friend pointed out that she had been neglecting her personal life. Since then, she has made a conscious effort to take time for herself, incorporating exercise and social activities into her daily routine.
Looking Ahead
As Jacqueline continues to lead The Travel Portfolio, she remains focused on innovation and growth. The acquisition by Heavens Portfolio has opened new avenues for expansion, and the company has grown both in terms of accounts and manpower. Jacqueline is committed to strengthening the company’s offerings and embracing technology to stay ahead in the ever-evolving travel industry.
Her vision for the future is one of continued collaboration, both within her team and with the luxury brands she represents.
By fostering a culture of trust, mentorship, and shared values, Jacqueline believes that The Travel Portfolio will continue to thrive and leave a lasting impact on the travel industry in the GCC and beyond.
Jacqueline’s journey from a trainee in Zimbabwe to the founder of a pioneering luxury travel company in the Middle East is nothing short of remarkable. Her story is one of determination, resilience, and a deep passion for hospitality. As she continues to innovate and grow her business, Jacqueline remains an inspiration to aspiring entrepreneurs, particularly women, showing that with hard work, adaptability, and a clear vision, anything is possible.
