Imo State government says it has internal mechanisms to strengthen the security architecture in the state’s hospitality industry
The Commissioner for Tourism, Chief Jerry Egemba, said that a carbon credit had already been procured and would be made available to all functional hotels in the state to ease the supply of electricity for Hotel Industries in the state
Egemba stated this at the 2023 Edition of the End of the Year Party organised by Nigeria Hotel Association, Imo State chapter, in Owerri, held on Thursday
He said that the state government was conscious of the central importance of the hospitality industry in job creation, wealth creation, and venue generation for the state and was keen to establish an enduring partnership with it in the overall interest of the state.
The Commissioner noted that Hotel owners and managers have to contend with several challenges, including operational costs; hence, efforts are being made to remedy them through the relaxation of the stiff conditions imposed on them by previous administrations
He commended the organisers of the event for their vision, which he said would provide ties between his ministry and their establishments.
Chief Egemba also hailed them for their participation in the November 11 governorship election and for voting massively for the re-election of Governor Hope Uzodimma, assuring that they would never regret doing so.
In his opening speech, the Chief Servant of Imo Hotels Association, Chima Chukwunyere, said that the end-of-year gathering is the tradition of the association, which happened to be his initiative since assumption of office after taking over since the 2017 match from Ishmale Nweke, who was in an acting capacity
He said, “Since I came on board, I have made it a tradition that every December, the members must gather to thank God for the good of the industry, members, and government.”.
While applauding their last meeting with the Hon. Commissioner for Tourism, which was fruitful based on certain issues discussed with the hope they would be addressed as promised, Chukwunyere made it clear that the only way forward for the industry is by the government addressing certain issues raised during the meeting.
The Chief Servant reminded the state government of the promise made to them, which anchored on having a round table meeting with the Chairman of the Imo Hotel Association with the Commissioners for Finance, Industry, and IRS to be able to build a Harmonised Demands Notice that would chart a new direction for effective operations in the hotel industry.
The Chief Servant appealed to the government to put in place what he described as ‘Live Support’ in the form of Task Holidays for the industry to avoid shutting down many hotels in the state
He said, “The industry is on the verge of shutting down, so the government should immediately intervene; otherwise, when the majority of hotels shut down, staff will be thrown into the labour market.”.
In a lecture entitled “Customer Relationship Management,” Benedict Wonah, Manager, Lewis Vills Hotel Ltd. (Imo Airport), noted that hospitality is a service industry that plays host and entertains hosts, thereby carrying out rental services.
These services, he said, are rendered in a peculiar and particular way, adding that the projects of services being served must be in a particular location and must also be accessible with certain values and ethics
Wonah argued that while organisations must have a mission and a vision, the services they offer must reflect what is expected of them.
According to him, for any hotel to meet its satisfaction, it must, among other things, meet standard operating procedures (SOP), “strive to satisfy your guests by providing qualitative service, and you must be sensitive and receptive to the demands and feelings of your guests,” stressing that a dissatisfied customer is not good for the image of any hotel.
Warning against poor customer service, Wonah stressed the need for hotels to always engage professional hands who must not be regularly subjected to refresher courses for enhanced competence and service delivery.
He said: “Teach the customer the way he wants to be treated, study his complaints, hold regular meetings with your team and endeavour to slash the waste of time Above all, you need to understand the customer’s preference and handle his complaints with care and maturity.”
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