- He is a 45 year-old, a slow speaking man
- He obtained a Diploma in Hotel Management from YMCA from 1990 and 1992
- He started work at Desert Breeze Hotel in June 2013
- He was trained by the Starwood Group of Companies that also manages Sheraton Group Hotels
- His services are based on five-star hotel management
- He carries out trainings for the staff and interns from various schools
- He encourages other Hotel owners to train receptionists who should manage the customers well
Arua- Customer care is an integral part of any hotel or business to thrive. But this is not achieved on a silver but demands passion and responsibility in accomplishing it.
This has been majorly because of the past experiences of hotel clients who have in one way or the other had inordinate experience. But things have drastically changed with great hospitality and great customer care services.
Customer care is usually the heart of any hotel business to thrive. This does not come on a silver plate, but through employing skillful, passionate and professional customer care staff.
One man who has managed to turn customer care is the 45-year-old man, Mr Joseph Lukwago, the Manager of Desert Breeze. “Sometimes the people who know the hotel industry are aware that hotel business has seasons. But we have stepped up customer care and hospitality that is improving. We need to work together with Ministry of Tourism and promote it because the investors who come to the hotels, need quality services,” he said.
He said the accommodation is still not adequate especially when there are a lot of activities in the region.
“We are now looking at having Royal Suites where the customers have better room to work at because currently we have about 40 rooms. We are looking at having International standards. It is not about having a big hotel, but the facilities matter a lot like the sanitary part of it, the beds.”
Lukwago was fished out from Sheraton Hotel in Kampala. From here, he had been picked as a trainer because of the passion and the profession he carefully chose. He has a Diploma in Hotel management. He said the customers should always book early so that there is proper arrangement to avoid disappointment.
He says there was a need to work as a team in form of exchange visits and ideas with other hotels. Why do we say Kenyans are better than us when we hire Kenyans to come and manage hotels in Uganda? We have the skills. I am a five-star hotel product after training and obtained a Certificate from the Starwood Group from United States.
He has experience of nineteen years in hotel management and in this way, he has been able to anticipate and impart his skills in hotel management. He has also offered opportunity for interns where a certificate is awarded to them. This offers an opportunity
The Swimming pool and health club services are opening next year.
One of the regular customers at Desert Breeze, Ms Grace Oyenya, said: “The hotel has changed the bad notion that people had about customer care because here, you are handled properly and you feel the value for money for the services offered. I think the other hotel managers should invest in training their staff in good customer care so that they improve on their business.”
Since he came to Desert Breeze as Manager, the hotel obtained certificates of recognition from World Vision, Bible Society of Uganda, the Law Reform Commission, ITR GAP, Uganda Red Cross among others.