In recent years, new entrants in the vibrant hospitality sector have threatened to dislodge the group's eight hotels from their traditional dominance. Cresta's four Gaborone and Francistown-based operations in particular have felt the heat from both multi-star and non-deluxe competitors. The new strategy comes as the group wraps up the multi-million Pula revamping of its operations countrywide, rolling out new branding and upgrading fittings and facilities.
Cresta Marakanelo managing director, Tawanda Makaya said the customer retention strategy and enhancement of service excellence would go hand in hand with the group's attempt to maintain its market share. "We will focus on service excellence to defend ourselves from other players," Makaya told analysts recently. "This includes hygiene audits and mystery guests as well as customer loyalty programmes. We have also said we will not compromise minimum basic standards in our facilities such as gyms, Wi-fi, CCTV security, LCDs and others.
