It’s not unusual that a person can be in the same business for 27 years and still going strong. But all it needs to achieve this feat is having strong maxim that guides you through. Joseph Oindo had a chat with Pascal Ndahiro, the proprietor  of HotelTech and he revealed the secret of his success.

For how long have you been in this business?

Since 1986. This might be a long period now but experience grows with age. Prior to that, I started working with the Ministry of Defence in Uganda as a waiter. I rose through the ranks, being promoted to a supervisor and eventually a manager.

I came to Rwanda in 1997, three years after the Genocide, with the hope of helping rebuild my own country in the same capacity. Here, I started as a supervisor with the Ministry of Defence in catering and hospitality industry. I dedicatedly worked for the government for five years and, in 2005, I decided to venture into business.

I established my own hotel with five waiters and waitresses. This has grown exponentially over the years and now I have 45 workers with three hotel branches, including a golf club spread around Kigali.

What’s the secret behind your success?

I have my own motto that anybody interested in this business, or any other business for that matter, should adopt. I call it the "Pascal’s Triangle.” At the apex of my the triangle is "Delegate” while it’s anchored by "Follow-Up” and "Participate.”

I normally delegate work to my staff and ensure that it’s done to perfection. That’s why, instead of letting them do the work assigned on their own, I actively participate in it. When you want your customers to get the best out of your establishment, you have to be fully committed in ensuring that everything is done to perfection, and your personal touch matters a lot.