Tech-driven Customer Service Will Hedge Hoteliers Above Competition — Oshogwe

To hedge competition, especially, for those in the hospitality sector, such players must provide technology-driven customer services, says, managing director and chief executive officer of Transcorp Hotels Plc, Uzoamaka Oshogwe.

Speaking at the recent Africa Hospitality Summit hosted by the Lagos Business School (LBS), in Lagos, where industry leaders gathered to chart the sector’s future, Oshogwe highlighted the non-negotiable trends shaping the hospitality industry.

“The trend is now about contactless; people are so busy, they do not want to stand in front of the reception and wait for you to check them in,” she said.

She sees the demand for convenience, speed, and personalisation as the new cornerstones of competitive advantage.

Her insights signal a broader movement where technology is no longer a luxury
add-on but a core component of service delivery, granting guests greater autonomy throughout their stay.

Beyond digital transformation, Oshogwe placed a significant emphasis on
sustainability, framing it as a critical business imperative rather than an optional corporate social responsibility project.

Stakeholders want to know how you do business, she explained, adding that, stakeholders want to know “What you do about recycling, what your long-term plans are for reducing plastic and saving the planet for the next generation.”

She detailed Transcorp Hotels Plc’s ongoing initiatives in energy efficiency, waste reduction, and sustainable recycling, positioning these efforts as integral to the company’s mission.

For Oshogwe, protecting the environment and.delivering a superior guest experience are two sides of the same coin, both essential for long-term success.

The panel, which included industry figures such as; Ifeanyi Asiodu, Moyo Ogunseinde, Kofi Abunu, and Dr. Belinda Nwosu of LBS,
explored the multifaceted challenges and opportunities across the continent.

Oshogwe’s contributions reinforced her company’s reputation as a pioneer in blending operational excellence with forward-thinking practices.

As one of Africa’s most distinguished hotel brands, Transcorp Hotels, under Oshogwe’s leadership, continues to steer industry conversations that influence policy, attract investment, and foster innovation.

In a rapidly evolving landscape, the message is clear: the future of African hospitality will be built by those who empower their guests digitally and commit to preserving the planet responsibly, she said.

Transcorp Hotels Plc is the hospitality subsidiary of Transnational Corporation Plc, one of Africa’s leading listed conglomerates.

The summit brought together a diverse group of policymakers, investors, and executives to speak around the theme of the summit.