How Isiolo girl transformed her roots into a success story in hospitality

Kakamega Golf Hotel. (Courtesy)

Tell us a bit about yourself, early life and where you grew up, education and family. 

I am the first born in a family of four, two girls and two boys. I am married and have been blessed with two beautiful girls. I went through Catholic schools, St Theresa primary school in Marsabit and St Mary’s secondary school in Isiolo.  

This background helped me appreciate diversity in beliefs, culture and religion while shaping me into the transformative leader that I am today. I grew up in the Turbi in Marsabit and later moved to Isiolo town where my mother started a restaurant which is known as Subira. This hotel was our life, it raised and fed our family and saw us go through the early stages of our education.

To date, my mother manages her restaurant and I see the definition of success in her. I am who I am because my mother showed me that it can be achieved as long as you have a clean and willing heart to work. That is who Gumato is today. I hold a diploma in hospitality and tourism management as well as an undergraduate and Master’s degree in leadership and management. 

Can you share a significant lesson from your education that has influenced your approach to business? 

I have learned that for every successful manager, one has to work SMART and embrace the SMART (Specific, Measurable, Achievable, Realistic and Time Bound) principles. Proper management including business planning, exercising control and proper coordination with your team, are the core success principles in any business venture. 

How do you stay updated with industry trends and enhance your skills as a leader keeping in mind the hospitality sector is a very competitive environment? 

I am an online leader, by this, I mean I have embraced the use of online platforms to keep up to date with emerging trends in the sector and the industry, through online platforms such as YouTube, Facebook, WhatsApp and TikTok. I also attend workshops and seminars where I get to network with peers in the industry and this has helped me stay up to date with emerging industry trends. 

What led you to your position at Kakamega Golf Hotel, and what previous roles did you hold? 

I started off as a switch board operator at Boma hotel in Nairobi and later got promoted to assistant front manager. I then moved to Hillpark Hotel as the front office manager and later Kakamega Golf Hotel. I am a person who always believes that no one is limited.

Today I am the CEO of Golf Hotel but tomorrow I see myself as the Cabinet Secretary of Tourism.  That is how I think, that is who I am and that is what has elevated me to be where I am today because the future is always my focus as I seek to achieve the plans of today. 

How would you describe your leadership style, and what do you think makes it effective? 

I am a transformative leader who always seeks to encourage, to inspire and to empower my staff to achieve beyond expectations for the success of the organisation. Working with an empowered and motivated team is the key driver to running a successful organisation. This is because the positive culture in staff translates to high service delivery and happy clients which is the main principle as to why we are in business. 

What were some of the biggest challenges you faced in your career, and how did you overcome them? 

I would say that the glass ceiling for women in employment and leadership is tough and especially for me, from the community I come from.

Women have to work extra hard to earn the same seat on the table with men. It has never been easy but the few women who have made it, have remained my inspiration to never limit my potential as a woman. I always stay positive, making each day a day to learn a new thing. I also read a lot. 

How do you manage to balance your professional responsibilities with your personal life? 

I always create time both for myself and my work because if I don’t rest myself, then I will not be productive at what I do. I schedule my routine to include both my work life and my personal life so that I do not give preference to one over the other. 

When you took over, what was your vision for transforming Kakamega Golf Hotel as CEO from a two-star to a four-star establishment/rating? 

I started with staff development and empowerment, customer satisfaction and infrastructure improvement. These are the results you see today. My staff and clients come first, once you have the staff on the right footing then the rest fall in line easily.  The staff were equipped with modern ways of service delivery and they gave the customers priority above everything else. This led to improvement in our satisfaction index from3.6/5 to 4.7/5. 

How did you involve the local community in the hotel’s development and operations?

All major purchases are from suppliers within Western region.  I have ensured that I give industrial attachment and internship opportunities to local colleges and universities. I have opened many business engagement opportunities like breakfast and dinner networking events, which are all held at the hotel. 

How did you gather and incorporate feedback from guests and staff during the revamping process? 

I incorporated online prompt feedback where staff and clients give their views on platforms like TripAdvisor. We also respond to any negative feedback and work towards making improvements. That is what has seen the success of Golf Hotel. 

What are you most proud of in your journey with Kakamega Golf Hotel?

The team I lead. I am proud that I have been able to touch a life in each and every one of them and make them better than they were two years ago when I joined the institution. 

What are your future goals for the hotel, and how do you envision its growth in the next few years?

I see the Hotel competing with international brands, that’s my vision for Golf Hotel. We are moving beyond the national competition grounds. 

What advice would you give to young women aspiring to leadership roles in the hospitality industry? 

Believe in yourself and trust God in all that you undertake to accomplish; above all, protect your brand and your brand is you.