Jackson Kitoto is the Resident Manager at Neptune Paradise. He has been working with Neptune Group of Hotels for over 20 years. He started working with Neptune in 2002 as a front office manager and has risen through the ranks. He studied tourism with focus on front office techniques and hospitality and has been focusing on polishing his skills.
What stands out for you at Neptune Hotels?
It is the standards and morals that the hotel upholds, the quality of service and the manner in which staff treat customers. The quality of service in the hospitality industry is a fragile balance that can be affected by different factors, among which include, political instability, natural calamities, and epidemics.
Covid-19 has made us learn that we are all connected in a way and need each other to get over certain issues. As the world recovers from the impact of Covid-19, we have had to rely on the local people for occupancy, but we still need the international visitors from across the world to sustain our operations.
We offer a variety of services, including visits to historical sites such as Fort Jesus, culture sites and offerings on lifestyle, food and cuisines that seek to give our clients the best value for money.
You know, when we were growing up, our concertation was going to the village to visit. However, we want to change this mind-set that for long had conditioned us that visiting means going to our grandparents for holidays.
What experience does a traveller get at the Neptune Hotels?
We want to create that environment where a family can book a hotel and spend their holidays here. This is something that is progressive that will involve a number of things, including creation of a policy that handles both locals and international visitors the same.
We no longer want to hear that international visitors are treated differently from local ones. Treatment will depend on rates and seasons to help us keep afloat in business. Our occupancy is usually high during seasons such as summer holidays, Easter and Christmas.
During these periods, we have guaranteed occupancy and it is during such times that booking rates are relatively high because of the demand. However, we also have low seasons such as back-to-school and winter seasons in the West during which visitors and bookings are low. The marine life and people at the coast are very welcoming.
What does your job entail?
My job at Neptune Hotels is to ensure that our visitors experience the best service there is. Apart from serving them to their expectations, I also ensure that, where possible, we can give more than what they expected.
What inspires you to keep serving?
I get inspired by many things. What drives me is having an association with my God. I am a very spiritual person, God fearing and what God has given me, I share with those around me.