Lemon Creek Hotel has again topped the list of hotels in The Gambia in ‘customer satisfaction’, according to a rating done by Thomas Cook Airlines Scandinavia, one of the leading tour operators in the world.
In the 2010/11 ranking of customer satisfaction, Lemon Creek scored 4.3 out of a total mark of 5 points. Early 2010, the hotel scored 4.26 points while in the 2008/9 ranking it scored 4.2 followed by the Kairaba Beach Hotel and Sheraton and Spa, each with 4 points.
“At Lemon Creek, we place emphasis on satisfying the guests and we always go the extra-mile to give them special treatment,” said the new general manager of the Hotel, Hanna Danielsson, who took over the hotel early this year.
“We are trying our best to satisfy our guests, because if we don’t satisfy them, they will not come back any more; so customer satisfaction is our primary goal,” she said.
Mrs Danielsson gives the credit to staff of the hotel saying they are “the biggest asset of the hotel”.
“They are the ones making the biggest difference for the guests; they are the ones who make sure that the guests are always satisfied,” she explained.
“Besides, at Lemon Creek, the staff have the chance to know all the guests and I also have the chance to get to know the guests; so that makes the guests to feel at home. Mainly what the guests say is that ‘the staff are caring’ and they make them [the guests] to always feel at home while in the hotel.”
As the new GM of the hotel, Mrs Danielsson says if she has to change or modify any aspect of the operations of the hotel, it will probably be to give the staff more responsibility “because they are very capable”.
“I see my job as someone who guides the people - my staff - but to tell them what to do; they know what to do,” she reiterated.
Commenting on the season, she said that at the beginning of the season things were not good, as there were not many tourists coming; up to around December that was the time things turned to be good and it has gradually picked up. “So I can now say that towards the season things are good for us,” she said.
The Lemon Creek managing director disclosed that this year, Lemon Creek is going to be open throughout, even in the off-season.
“We want to try, for the first time, to see how year-round operations will be, but I can tell you that we are very optimistic about it. We have just contracted a Dutch tour operator that will be bringing Dutch throughout of the year for us, even in the off-season. And we may have other tourists from other countries that can come to The Gambia in the off-season.
“I have learnt from my staff that the summer is also very beautiful; everything is green, everything is natural and people at home (in Europe) always think it’s always raining in the summer, which is always not the case. So I think when we make them to understand that it is a beautiful, but slightly different, season, then I think they will come. There are many unexploited tourism potentials in The Gambia.”
Lemon Creek Hotel is located about 2km from the Senegambia area, a 20-minute drive from Banjul International Airport. It is set on a perfect golden beach lapped by the Atlantic Ocean, and enjoys complete peace and harmony.
With 40 en suite rooms, all with sea-view terraces, and set in mature tropical garden, Lemon Creek hosts many different varieties of wildlife and colourful birds.
One can recline in a pool bar, a relaxing spot under the shade of 400-year-old baobab trees and rustling palms, bask in the sun or take a dip in azure blue waters. The immaculate smiling staff that cater for your every need offer delicious snacks and cool long drinks.
Lemon Creek also offers comfortable conference room facilities for 20-25 people, ideal for private meetings and workshops.
There is also the “Big Tree Restaurant” serving delicious international cuisine as well as local delicacies, where you can sip a cocktail while watching the sunset and listening to the ocean.
Guests’ taste buds are thrilled by the creations of the team of chefs who are dedicated to delight all human senses, while an experienced therapist offers traditional massage, aroma massage, pedicure, and manicure.