BY VICTOR ADAR
Growing up a firstborn in a family of three, in Ngutu Village Muranga County, Patrick Njoroge never dreamed of one day working in the hospitality industry.
Looking back now, he attributes his career trajectory today to the kind of upbringing he had. His parents were intentional in instilling the value of hard work. His parents also signed Patrick and his siblings up for a number of training programs in the church. The programs, he points out, have played an important role in the man he has become today.
Being a firstborn also forced him to put the needs of the family first, and to think about others before himself, something that has stuck with him ever since, and has impacted his career in a great way. When it comes to service, he always puts others before him. He had a chat with the Nairobi Business Monthly on opportunities in the hospitality industry, and why he is successful.
Did your environment growing up influence your career choice?
Yes, my environment growing up certainly influenced my career choice in hospitality. It shaped my interests, values, and experiences, which played a significant role in determining my career path. I grew up in a family and community where kindness and generosity were highly valued and practiced. I witnessed the positive impact of hospitality and developed a passion for it.
Additionally, I had a role model working in the hospitality industry and his influence and experiences inspired me to pursue a similar career. My environment provided me with opportunities to develop relevant skills and gain practical experience. I had access to internships, part-time jobs and educational programs related to hospitality which sparked my interest and influenced my decision to pursue a career in the field. My dream career was to be the CEO of one of the leading hotel chains in the region.
What do you consider success in your field of practice?
I consider success in the hospitality industry in different ways:
Guest Satisfaction: Providing exceptional service and ensuring positive guest experiences and reviews is a crucial measure of success in hospitality. Satisfied guests who have enjoyed their stay, dining experience, or event are likely to return and recommend the establishment to others.
Repeat Business and Customer Loyalty: Building a loyal customer base and achieving a high rate of repeat business is a sign of success. It indicates that guests are pleased with the service and value provided by the hospitality establishment, and they choose to return instead of seeking alternatives.
Financial Performance: Strong financial performance, including revenue growth, profitability, and effective cost management, is an essential aspect of success in the hospitality industry. Maintaining a healthy bottom line ensures the sustainability and growth of the business.
Industry Recognition and Awards: Earning accolades, industry awards, and positive reviews from reputable sources or professional organizations can be an indication of success. Recognition by peers and industry experts showcases excellence and distinguishes a hospitality establishment from its competitors.
Employee Satisfaction and Engagement: Creating a positive work environment where employees feel valued, engaged, and motivated is crucial in the hospitality industry. Success can be measured by the ability to attract and retain talented staff, foster teamwork, and provide opportunities for growth and development.
Innovation and Adaptability: In a dynamic industry like hospitality, success often involves staying ahead of trends, embracing innovation, and adapting to changing guest expectations. Implementing new technologies, offering unique experiences, and constantly improving processes can set a business apart and contribute to long-term success.
What is your most proud and happy moments of your career that you may recall?
It warms my heart every time I have received compliments and positive feedback from guests who have had exceptional experiences at the hotel. It feels incredibly rewarding and it brings a sense of pride. Successfully executing a challenging event, delivering exceptional service during a high-pressure situation, or handling a difficult guest issue with professionalism and resolving it to the guest’s satisfaction has also been highly gratifying.
Being part of a team that achieves significant milestones, receives industry recognition, and surpasses targets has generated a sense of pride and joy. Celebrating collective accomplishments with colleagues has been memorable and fulfilling over the years. I am proud of the many times that I have been able to achieve my own personal goals such as getting a promotion, taking on new responsibilities, and acquiring additional skills and knowledge.
To add to these, I enjoy being part of a team that is responsible for creating exceptional experiences that leave a lasting impact on guests, whether through remarkable hospitality, organizing special events, or curating unique moments. All these moments have been incredibly rewarding.
The hospitality industry has a lot of challenges, how do you overcome them?
Embracing technology to streamline operations, to enhance guest experiences, and improve efficiency has been instrumental. I have ensured that we utilise property management systems, online booking platforms, and guest communication tools to stay competitive and meet evolving guest expectations. We have made sure that we are able to develop strategies to manage seasonality and fluctuations in demand. Diversifying revenue streams by targeting different market segments through offering unique packages and exploring partnerships with local businesses and event organizers to attract customers during off-peak periods has been a way of helping us match up with the market.
Cost management, keeping up with industry trends and prioritizing guest and employee safety by implementing robust security measures, training staff in emergency response protocols, and regularly reviewing and updating safety procedures is another way that has shaped how I deal with industry challenges.
Investing in comprehensive training programs to equip my staff with the necessary skills and knowledge has been key in providing development opportunities and creating a positive work environment that promotes employee engagement and satisfaction. We also have a program in place that enables us to recognize and reward exceptional staff performance to foster loyalty and reduce turnover.
At Sundowner Hotel, we are keen to put more focus on delivering exceptional guest experiences by understanding and anticipating their needs. Training my staff to provide
personalized service, handle complaints effectively, and consistently exceed guest expectations has also been instrumental in my line of work. Collecting feedback and actively listening to guest concerns to continuously improve our offerings.
What does your current job as general manager entail?
As a hotel General Manager, my role encompasses overall responsibility for the efficient and effective operation of the hotel. My main objective is to ensure the hotel’s success by overseeing various aspects of the property and managing a team of employees. I am responsible for the development and implementation of long-term strategies to achieve the hotel’s goals and objectives. This includes setting financial targets, establishing marketing strategies, and analysing market trends to maintain a competitive edge. I am tasked with overseeing the day-to-day hotel operations, including front office, housekeeping, food and beverage, maintenance, and other departments, ensuring high standards of service delivery, guest satisfaction, and operational efficiency.
I also monitor and manage the hotel’s financial performance, including budgeting, forecasting, and cost control, analyse financial reports, identify areas for improvement, and implement strategies to optimize revenue and profitability. My role also entails staff leadership and development, emphasizing and prioritizing guest satisfaction through implementing procedures and standards to enhance the overall guest experience and collaborating with the sales and marketing team to develop strategies for attracting and retaining customers.
Ensuring compliance with industry standards, legal regulations, and health and safety requirements is also my responsibility and I achieve this through conducting regular inspections and audits to maintain high-quality standards across all areas of the hotel.
What are your future dreams?
In collaboration with the various teams and the leadership, I am striving to optimize all aspects of hotel operations to ensure that there are seamless processes, and consistently exceeding guest expectations through fostering a motivated and highly skilled team. I am looking forward to ensuring that I continuously drive revenue growth, maximize profitability, and maintain a healthy financial position for the hotel.
My plan is to increase the Sundowner Hotel’s visibility, market share, and brand recognition locally, regionally, and even internationally, incorporating environmentally friendly initiatives and sustainable practices to minimize the hotel’s ecological footprint and contribute to a greener future and establish more strong ties with the local community.
