Kampala Serena Hotel Signals Major Shift Under New GM Khaled Helmy
World Business Journal talks to Khaled Helmy, General Manager of Kampala Serena Hotel, about strategies to enhance brand value, new dining concepts introduced to boost restaurant offerings, the renovation of The International Conference Centre, and the work being done by the Aga Khan Fund for Economic Development in the country.
As the new GM of Kampala Serena Hotel, what immediate transformation initiatives do you plan to implement?
We are transforming our lobby area into a vibrant workspace where you can plug in and play, as well as curate and exhibit handpicked artwork featuring emerging local artisans.
The International Conference Centre is set to undergo a significant transformation and renovation, with completion expected by the end of the year. This renowned facility, once finished, will host events that align with Uganda’s vision for developing the MICE sector (Meetings, Incentives, Conferences, and Exhibitions).
The primary focus is on training our future leaders to promote career advancement geared to inspire and foster talent that supports internal growth and skill set enhancement throughout the hotel operation.
Lastly, as part of our goal to expand our management contracts in Africa, we are in talks with resort owners to acquire management contracts for resort properties in Uganda, with agreements already signed and construction currently underway.
What new dining concepts will you implement to boost restaurant offerings?
We will redefine restaurants like Explorer, Pearl, and The Lakes by introducing new cuisines and themed pop-ups that cater to discerning international travellers, local patrons, and our loyal Serena clientele.
Our food and beverage offerings will see significant reinvention, featuring an on-site Serena Garden Market where we grow our own herbs and vegetables, emphasising a farm-to-fork approach. The menu will be diversified with influences from the Mediterranean, Levant and Middle East regions blended with local fare to create an unparalleled culinary experience.
What new projects is the Aga Khan Fund for Economic Development planning to launch in Uganda?
The AKDN is spearheading multiple transformative projects in Uganda, including the newly opened Aga Khan Hospital and affiliated AKSA Group infrastructure developers, driving projects with the upcoming Budhaka Trauma and Teaching Hospital. This planned 200-bed facility in Budaka District will deliver crucial trauma care and serve as a teaching hospital for medical students.
What are the key challenges in harmonising personalised guest experiences with the increasing reliance on technology?
The challenge is balancing technology integration, like IoT and AI-driven virtual check-ins, with maintaining the human touch in hospitality. We strive to improve our guest experience through technology while focusing on a personalised service rather than a purely automated approach.
