Inside Four Points by Sheraton Kampala with General Manager Gaurrav K Magoo
In this insightful interview with Gaurrav K Magoo, the General Manager of Four Points by Sheraton Kampala, we explore how the hotel has redefined luxury hospitality in Uganda. With a 42-room property boasting categories like the Presidential Suite and an unmatched collection of whiskey and rum, Sheraton Kampala blends innovation with comfort. From the Caribbean restaurant and bar LFA on the rooftop to the temperature-controlled pool and state-of-the-art banquet venues, the hotel is designed to cater to both corporate clients and leisure travelers.
Gaurrav delves into the challenges and opportunities of post-COVID growth, emphasizing the importance of sustainability, local talent development, and green tourism. He also highlights the hotel’s numerous awards, including recognition from Uganda’s President’s Office for outstanding hospitality contributions. Looking ahead, Sheraton Kampala has ambitious plans for East African expansion, cementing its position as a leader in the region’s vibrant hospitality industry.
This interview provides a fascinating look at how Sheraton Kampala is shaping Uganda’s tourism landscape while staying true to its vision of honesty, comfort, and innovation.
Can you give us a general overview of the hotel, the core values, and the mission?
We are known as Sheraton Kampala. It is a 42-room property, which has about five different categories of rooms, starting from the Standard Room and going up to the Presidential Suite.
In terms of dining options, we have three dining options. One is The Marketplace, which is an all-day dining restaurant located at the lobby level. It serves breakfast, lunch, and buffet meals. It is a 24-hour operation.
We have a Colonial Bar, which is also at the lobby level. The highlight of Colonial Bar is that, besides having a tapas bar menu, we also have the largest collection of whiskey. The concept is that it is a whiskey bar with an interior and external seating area.
Then on our rooftop, we have our Caribbean restaurant and bar called LFA, which in Spanish means “The Boss.” We have a mix of Caribbean, Spanish, and Mexican food. In terms of beverages, we have the highest collection of rums. Probably, if not in East Africa, we definitely have the largest collection in Kampala and Uganda. We have 80 different kinds of rums.
In terms of banquet, we offer close to nine different venues, which are hybrid. When we refer to hybrid, it means they can be elongated into larger spaces or made concise into smaller spaces. We can accommodate anything from five people to about 400. All our banquet venues are equipped with state-of-the-art audiovisual facilities, including projectors, screens, and high-speed Wi-Fi connectivity.
After a busy day, you can definitely take a dip in the temperature-controlled rooftop pool. We also have a gym, and as part of Four Points, we offer a special treat that you will not get anywhere else in Kampala or Uganda.
In terms of vision, Four Points has a specific vision, which is honesty and comfort. That is how we treat our customers and how we make our team members understand to follow every guest, to keep it extremely honest and comfortable for every guest, and to provide absolutely uncomplicated service.
What are your trends and challenges in the hospitality industry?
From the post-COVID era, we have seen almost 51% growth between 2020 and 2023 in terms of the foreign clientele that have come in. That has mainly been because of the boost in digital and domestic tourism and also because there has been significant growth in foreign tourists visiting the national parks.
If the data is to be believed from the Uganda Wildlife Authority and the Ministry of Tourism and Antiquities, there is going to be another 4 to 5% increase in foreign tourism—from 81% to around 85–86% this year. This indicates a huge growth potential, and that is happening. Uganda is also poised for better tourism because we see an uptrend.
We have seen this uptrend due to a lot of spending on infrastructure, aggressive marketing, and a strong focus on green and sustainable environment and tourism. That is contributing to the positives.
However, on the downside, we face a couple of challenges. One is the lack of skilled manpower. Additionally, we face challenges with resource availability, especially when trying to do something different for guests or set new trends in the hospitality industry. Since hospitality is all about innovation, these challenges, particularly in product availability, can be significant.
Can you highlight some of the rooms and the type of clientele you attract, along with any special offerings, including drinks?
We have about six different room categories: Standard King, Standard Queen, Honor King, Suite, Executive Suite, and Presidential Suite. They vary in room size and features. For example, the Executive Suite includes a bathtub.
In Kampala, most of the business is driven by corporate clients, with the corporate segment being the most common. Leisure travel is a smaller part, as most guests travel directly to the national parks after landing at Entebbe. However, we have seen a positive trend, as more people now come to Kampala to experience its nightlife, which is quite popular in the East African region.
We also see many NGOs and significant spending from the government and diplomats.
As for highlights of the hotel, we have the largest collection of whisky and rum. We also offer a wide range of cuisines, including local, oriental, continental, Indian, and Caribbean. In terms of amenities, we have a temperature-controlled pool, a fully equipped gym, and parking space for about 200 vehicles. 80% of our facade is designed to maximize natural light. These are some of the key highlights we offer.
Highlights on some achievements and recognition that the hotel has received?
Since last year, we have been fortunate to win several awards. The first one I must highlight is from the President’s office, His Excellency’s office, for recognition of our hospitality contribution to Uganda. As we mentioned earlier, regarding the facade being 80% designed for natural light, we were awarded by the National Building and Fire Safety Authority (NBFA) for the highest standards in fire safety and building accessibility. This nomination came from a group of 22 members who conducted a thorough evaluation.
Additionally, two weeks ago, during International Tourism Day, we were awarded by the Minister of Tourism for the best international investment in Uganda’s tourism. Over the past year, we have won three or four awards, which reflect our strong contribution to both hospitality service levels and investment.
Are there any exciting development or expansion plans on the horizon for the hotel?
From an expansion standpoint, our company is growing its footprint with three hotels in East Africa, one in Kampala and two in Nairobi. We have also signed a few more projects in Nairobi and Uganda, but we will wait for official announcements before discussing them further.
What is the short-term vision and goal for the hotel over the next three to five years?
Our short-term goals over the next three to five years include increasing our market penetration in both food and beverage and room sales. We aim to boost our numbers and make a positive contribution toward sustainability, which is a key focus for our organization. Additionally, we plan to develop a local talent pool to fill leadership roles in the next two to three years. These are the critical areas we are working on, and we hope to achieve them soon.
What is your philosophy and what has inspired you over the years?
Life is a journey that offers multiple experiences and exposures, from which you must learn, whether positive or negative. This is one of my key philosophies. Another is the importance of being adaptable to both certain and uncertain environments.
What inspires me is delivering passionately to elevate guest experiences. This drives me to wake up every day and come to work, ensuring we create lasting relationships with our guests.
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