‘We ensure our guests get unforgettable experience’

Taiwo Asana is the General Manager of Amber Residence, GRA, Ikeja, Lagos, which opened on November 2, 2012. In this interview, she spoke on the hotel and its unique selling point.

Tell us about Amber Residence?
Amber Residence is an indigenous brand hotel, which is managed by Amber Hospitality Services Ltd. A 3-star Residence, the facility has 69 tastefully furnished rooms of different categories ranging from the Standard rooms to Suites.

Apart from accommodation, we offer conference facilities with modern high tech equipment, a high level of guest security and free access to high speed (WIFI) internet. Our objective is to ensure our guest experience is not just enjoyable, but unforgettable. Our highly skilled team of hospitality experts is committed to delivering excellent services each and every time.

What difference is Amber Residence bringing to the table?
Our location and ambience makes Amber Residence an ideal place to spend your holiday and also perfect for business travellers. We are 5 minutes away from the Ikeja Airport, Ikeja and Maryland Shopping Mall, Lagos Country Club and the Golf Course amongst other attractions. We also provide our guests with comfort and convenience. This facility makes you feel at home and well relaxed after the hustle and bustle of the busy city of Lagos.

What’s the unique selling point and key offerings of Amber Residence?
Our unique selling point is the ambience and the serene environment suitable for relaxations and corporate meetings with facilities such as the Wings Restaurant, which offers 24 hours services with a seating capacity of 60-65 guests offering an excellent choice of continental /national cuisines (buffet and A la carte). Our In house bar and Pool bar offers a different range of alcoholic and non-alcoholic beverages with different types of cocktail drinks. The Pool Bar particularly offers privacy, comfort and a panoramic view of the swimming pool.

Maintenance has been an issue for most indigenous hotels, how are you dealing with that?
We have a maintenance culture that has sustained us over the years and this has been as a result of consistency in our operations. We have our laid down procedures on maintaining this facility, which acts as a guide and keeps us running with our team of professionals. We set our goals and this has helped us to maintain our standard in terms of health, safety and environment culture; we always strive to ensure we meet the necessary requirements.

Aside your facilities, how do you ensure your staff members are up to date to offer services?
Our staff members are highly trained professionals and we continuously provide on the job training; internal and external training, which are related to their job areas.

What is your target market?
Our target market is the upper-mid market, which has to do with customers that have spending power. It cuts across the foreign and local market, which has been sustaining the residence over the years.

A lot of international brands are here in Nigeria, how are you coping with the challenge?
Yes, we are aware of some international brands in our area, which to us is not a threat. However, we see it as an opportunity to grow the business, as there is always room for competition.

How has your experience been working with this hotel?
The experience so far has been good, but quite challenging as it keeps you on your toe to go extra miles in terms of guest satisfaction. We keep getting feedback to allow us to know what areas require improvement.

What are the challenges involved in a running hotel in Nigeria?
Of course, the challenges are always there. Some of them include skills and human capital; we deal with this as we carry out our internal training and bringing external trainers. Maintenance culture is also an issue; we have been able to overcome this with our Standard Operating Procedures (SOP’S) and our Room care procedures, which have not been compromised.

How have you managed to sustain the business and maintain your standards?
We have been able to sustain the business and maintain our standing as a result of retaining most of our staff. However, our level of consistency of service has helped to achieve loyalty from our clients over the years. Amber is now a hospitality brand in West Africa right now; we are expanding. As a result, we are opening new branches across the country, which as time goes on, more information will be unveiled to our existing and potential clients.