Makau: Hilton visit that bore my hotel business dream

Harriet James  @harriet86jim

Tell us about your journey into the hospitality industry

My passion to venture into the industry was fueled one day when my friend and I visited the Hilton Hotel in Nairobi.

I loved how elegant the hotel interiors felt and how neat the staff looked in their uniform.

I worked hard to ensure I, too, would one day be part of that. I went to pursue Front Office Management training at Utalii College in the 80s when it was under the Swiss government.

My first job was at the Serena Hotel in the 80s and after that I worked at the Boulevard Hotel as a supervisor for a while.

In 2002, I quit my job when the hotel changed hands. Since then I have worked at Marsabit Lodge, at a Dar es Salam hotel, Mvuli House, Nairobi and Maanzoni Lodge. I did a lot of consultancy work before coming to work at this hotel last year. 

How challenging was it for you to come to Machakos after 25 years of being in Nairobi?

Things are easier in Nairobi. Here we began as a bed and breakfast hotel,  but after a while we realised that there was no one coming to sleep in the hotel.

So we had to venture into conferencing to leverage on the people coming to the county for that. 

Most hotels are big on conferencing, but the issue is, none of the guests will book accommodation in your hotel. They will find cheaper places to spend the cash. That’s the biggest challenge we have.

Our place is also alcohol free and there are visitors who avoid the hotel because of that. 

Above all, something needs to be done for travelers to start coming to Machakos. 

While working as the front office manager at Maanzoni Lodge, we would take people to see lions and cheetahs in the afternoons at the late senator Mutula Kilonzo’s farm.

We were getting money from the transport charges, while the farm was getting cash from the entrance fees.

If an individual can create a tourists destination, then the county government too, can do so.

What changes have you made in the hotel since you came?

One challenge that this hotel faced when it was first founded was that its employees were not trained as they had been employed from around the area, or were known.

But I when I came here, I ensured that I brought in professionals. We brought in two chefs and  a receptionist. I have tried as much as possible to diversify the staff and not just have them come from one community.

This makes guests feel at home, particularly those that come from different counties.

We have also reduced  hotel rates by 20 per cent. We give group discounts if they are staying for a longer period.

What coronavirus-related challenges have you faced so far?

We were doing well before the second lockdown, but when it was announced, we received a lot of cancelations.

Again, the uncertainty of how long it’s going to take made us request some staff to take a few weeks off to cut costs.