In today’s Internet environment, when consumers can be their own booking agent by evaluating reviews and prices of hotels online, hotel owners are battling for competition while investing in state-of-the art-technology equipment

In this interview with Emeka Aginam, the Chief Executive Officer of EU Demordern Hotels & Suits,  Ernest Uzuagu, says the success of  hotels often depends on how it utilizes key factors like customer service, technology, cost control and product differentiation. Excerpt:

AFTER one year of operation,  has it been?

It has not been easy in the challenging market environment especially where power is the issue  but we have been trying. You know in this industry you meet many people but the standard is there and we are maintaining the standard. Our clients have been commending on us on that. We are moving ahead with our 31 rooms.

On his vision

My vision  to make the hotel the number one in Lagos and Nigeria, making sure people recognize the quality of service being provided, the quality of the equipment used against good quality price ratio.

What I hope for the business in five years is for it to be number one hotel all over the country and even outside the country. It is even our aspiration to have branches nationwide and overseas. After here, we hope to move to Anambra.

 On cost control

Managing costs concept is the most critical aspect in the recording success in Hotel management. All over the world, most hotels vary their rates according to high and low seasons.

However, the establishment of a loyalty program enables hotels to lower rates for their loyalty guests while charging different rates for others.

One of the ways hotels plan is through reservations programs that forecast demand beyond 90 days. With this,  the manager can advertise directly to the person before arrival by offering packages, upgrades and other incentives.

On product differentiation

Hotels thrive and survive by offering guests a unique experience and product differentiation.  This uniqueness may stem from the location. A hotel in the heart of Lagos may offer African delicacies whereas a hotel in rural Nigeria may not offer.  In any case, the differentiation is within the hotel itself.  We have products like bush bar that differentiate us from other Hotels in Lagos.

On the hotel selling point

The major thing that I know that attracts our guests is the maintenance culture we have at the hotel. There is up to date maintenance of the hotel to make sure the rooms are kept clean and your food are okay. And we do that by ensuring that our staff are well trained. So when you put all these things in place, it will help to sell the hotel the more. Once you put these entire things in place, it makes the hotel unique and people will be attracted by it.

We have the latest technology in the hotel, we have IP solutions as regards to telephone, TV, internet and these are what guests are looking for, especially business travellers .

In terms of security,  we have our CCTV cameras, and from time to time, we have interactive session with the Police Area Commander and we also have our own security personnel on ground that guide the hotel 24 hours.

On  challenges militating against the tourism sector

The major challenge against hotel and tourism in Nigeria is power.

The other thing is security. If government agency can come in to help the industry in these areas to make sure that we have constant power supply because at the end of the day, that is what causes some hotels to spend so much money on diesel. Another issue  is  security, it is  part of the challenges.

On doing business in Lagos in terms of taxation

Generally doing business in Lagos has not been easy because there are lots of taxes to be paid for. We have the LAWMA, LASA, and a whole lot of them. I can’t even count them. But they are numerous.

It’s affecting us because we are paying multiple taxation.