By Kirsten Okenwa
What really makes an excellent hotel?
“A great big bed, and a great view of the city, a good restaurant that is open late at night when I check in after a long flight.”
“There was a time when I rated hotels based on how fancy their restaurants were. Now, I give them a five-star rating if the shower toiletry labels are large enough to read without glasses! Before stepping into the shower, I read the labels with glasses, arrange them in order starting with shampoo, conditioner and body wash, before removing my glasses, because once my specs are off, I’m barely seeing anything. Also, the shower has to be simple and not complicated with elaborate shower panel. The hot and cold water should be available continuously. The efficiency of taps, flush, and shower heads are as important as the comfort of the bed and pillows! That’s what I look for.”
“There is always one light in the room for which the switch cannot be found. Why? And for good measure if they could leave instructions on complicated light switches too!”
“What innovations are created for the disabled, the wheelchair-bound guests? Many hotels in Nigeria overlook this.”
“I found this gem of a hotel in Abuja with a super business center, work spaces and a secretarial pool to assist business guests. I still achieved peak productivity outside my base. The secretary I worked with made me remember how that profession thrived in the old days; very efficient.”
“Game, Set, Match! Give me a tennis court or even a gym and I am happy. A hotel I stayed in at Uyo, Akwa Ibom state had this promo saying, “Whether you’re a seasoned pro or just looking to have a good time, come and enjoy a game of tennis in paradise.”
“E get some five-star hotel wey all their staff dey speak like six different languages, just in case. For Naija, once there is room automation, smart TV and elevator, them go call am five-star.”
These were the responses when I asked some people what really made an excellent hotel. For others, it could be the star-rating, location, comfort, warm and caring service. Others may book a hotel chiefly for the trendy sports facilities, well-appointed conference or meeting rooms, incredible restaurant, general aesthetics, and of course, pricing and special offers. A good number of people have luxury in mind. They want world-class restaurants serving up gastronomic delights, 24/7 room service, extraordinary suites and beds with Egyptian cotton sheets; in fact, amenities in an environment crafted for pure indulgence.
A big hotel with stunning façade is not necessarily excellent. In a bid to accommodate urbane travellers and social media influencers, many hotels have focused on aesthetics and neglected service quality. Diligent commitment to service and steadfast dedication to providing unparalleled guest experiences are some hallmarks of an excellent hotel. These hotels know that one of the secrets of success is being customer-driven, with a commitment to delivering exceptional services.
While working as an election observation staff with one of the international missions during the presidential elections, our command center was at a “five-star” hotel in Abuja. Many things were wrong with this hotel: poor service, bad housekeeping, and boring menu especially for our colleagues with special dietary needs. The vegans in our group who were passionate about cruelty-free foods had it tough because their needs weren’t properly accommodated. Some lived on crackers and the daily dose of over-spiced okro soup served by the hotel. There was the inconvenience of having to order good food from other restaurants in town.
In the two months we worked at this hotel day and night monitoring the Nigeria elections, I never saw the cleaners give our suites thorough cleaning. The bathrooms were usually wiped down by a disgruntled staff, the spaces quickly cleaned and off they went to the next suite. God forbid we had a leaking tap, blocked drainage or in need of toiletries. These took hours to be remedied.
“Yes, there are excellent hotels in Nigeria, even some five-star.” I always get this response from people when I bemoan the dearth of great hotels in Nigeria. Chatting with a friend, Mr. Matthew Enamuotor who owns the Gordon Resort Hotel (McCarthy Beach) in Abraka, Delta state, as well as other hotels in Nigeria, he called me fussy for my list of expectations from hotels. I rejoined that my needs where valid; was it too much to ask for well managed hotels where the basic needs were met, perhaps with a little flair? Mr. Enamuotor agreed that excellent management was the fulcrum of good hotels. He shared with me his passion and challenges as a hotel owner. In his view, excellent hotels are smart hotels that use technology to streamline its operations. Excellent hotels offer top-tier service, and must not be opulent to be world class. But, poor energy supply and high cost of petroleum products makes for tough business. Also, the high taxation imposed by state governments is also a challenge. I reckoned that the hospitality sector, like many other industries, is dealing with a host of problems which may necessitate some hotels to cut corners to meet up. The challenge of unskilled labor, disgruntled workers asking for more than just increased wages, and higher commodity prices. But it is a mistake for hotels to reduce the quality of service through cost-saving measures.
In all these, travel and tourism markets in Nigeria are experiencing some boom with the increase in business and leisure travel. Hotel business has rebounded significantly especially in Abuja-FCT. There are more political rallies and enterprise fairs. Visitors for business meetings and conferences also abound. Ecotourism, is in vogue for the social media savvy individuals who are defying the security challenges in the country and backpacking around Nigeria. The goal is to immerse themselves in local scenery, connect with nature in picturesque environment, perhaps get views of wildlife, and join in community festivals while lodging most times in poorly managed hotels and resorts. Diverse social media posts show that more Africans are discovering Nigerian cities in lieu of European vacations, and this demand could open new doors for those investors wanting some share of the prosperity in the hospitality world.
My sister owns some retail outlets in Abuja, and during a short break from my work, I decided to supervise one of her shops located at a big hotel. This hotel is one of the oldest in the city of Abuja and often rated a four-star. There is usually a large influx of guests, and it isn’t uncommon for us in a week, to sell items to people from so many countries. At the high point of summer, I counted the countries some of our customers came from within a two week period and it tallied to twenty-five. You will find them arrive from the airport in large shuttle buses for one enterprise, government event or another. I asked a friend who ran a tourist shop at a popular mall in the city, to join me in this game of counting the countries our customers travelled from. She said, “I never knew we had a lot of foreigners visit our shop till my sales people and I stared asking our customers the countries they travelled from. In one day, we had about twelve people from nine different countries in Africa! Most of them were curious about Nigeria’s culture, especially our arts and crafts.” It is also noteworthy that Nigerians travel a lot within the country for different purposes like medicals, work or vacation. This got me thinking of the enormous industry that is the Nigerian travel and tourism sector.
At its 2023 Global Summit in Kigali, Rwanda, the World Travel & Tourism Council (WTTC), revealed that the African Travel & Tourism sector could add US$168BN to the continent’s economy and create over 18 million new jobs. There’s also much positive forecast on the employment and investment opportunities the travel and tourism sector can create in Nigeria. The nation’s economy is in a state of financial turmoil after our over-reliance on oil revenue. The government and private sector must recognize the potential of the tourism industry to diversify the economy and contribute to poverty alleviation, economic regeneration and stability.
Nigeria welcomes thousands of international travelers yearly. The tourism sector is essential for employment and financial boost to the economy, generating millions of naira in revenue each year. Tourism also plants a sense of cultural exchange between foreigners and citizens. I always felt proud answering the questions of our foreign customers regarding Nigeria’s traditions and culture. Tourism can contribute to the development and improvement of hotel infrastructure to enhance visitor experiences and drive economic growth. Governments, private investors, and international organizations are increasingly recognizing the potential of the hospitality and accommodation sector as a lucrative investment opportunity.
In making a case for excellent hotels in Nigeria, I am also looking at industry standards and maintenance of hotels and resorts. In the competitive hospitality world, hotel standards are essential for brands that want to stay ahead of the competition and achieve consistency in service quality. Hotels with well-defined standards can differentiate themselves in this crowded space and market their unique offerings with confidence. The standards differ from one hotel to the other, but they ought to follow international rules with regard to design, safety, health and hygiene, customer service and quality of amenities. Standards help streamline operations with the goal of enhancing guest satisfaction, but they shouldn’t be cast in stone. There should be a balance between maintaining consistency in standards and embracing innovation. Hotel standards must be updated regularly to incorporate new technologies, sustainability practices, and guest-centered features.
Hotel financial numbers may be going up again, but customer satisfaction reviews are more negative than ever. Traditional media reports as well social media posts are showing that, while hotel occupancy rates are going up, guests are more disgruntled than ever. Few things annoy guests more than door locks that won’t swipe or air conditioner units that malfunction. Proactive (and not reactive) hotel maintenance is therefore essential.
It is a known fact that we have a challenge with maintenance culture in Nigeria. Beautiful hotels and resorts are constructed to serve the public, but give it three years or four and they are run down by lack of maintenance. Physical resources and facilities are often mismanaged, forgetting that the condition and upkeep of a hotel directly impact the overall guest satisfaction and, consequently, the success of the hospitality industry. Maintenance workers are not expendable in the hotel industry. That means genuine investments, financial or otherwise, need to be made in hotel maintenance staff, including investments in continuous training and up-skilling, and personal development training.
In the face of climate change and other global challenges, many hotels around Africa are embracing sustainability. We can champion this in Nigeria. The ‘green hotel’ concept is not a passing trend. Increasingly, guests are seeking out hotels that make express commitments to sustainable practices. However, these sustainable solutions don’t occur in a vacuum – someone in the hotel needs to be able to implement greener initiatives, and that will very often be the maintenance team. In an era of increasing environmental awareness, sustainability has become a top priority for tourism infrastructure development. Adopting eco-friendly practices, such as renewable energy, waste management, and water conservation, not only minimizes environmental impact but also enhances the appeal of the hotel to eco-conscious travelers.
Nigeria’s hotel industry development is generating increased interest from international brands. The competition is fierce with many existing hotels big and small, joining in the fray. Success isn’t the responsibility of the service staff alone; it begins in the highest ranks and trickles down to the heart of the excellent hotel. Hotel management should take great care in their hiring process, bringing in new personnel who are enthusiastic about serving people and take pleasure in the job itself. Employees who are passionate, people-oriented, authentic and happy to serve guests who will leave with memories of outstanding hospitality.
Kirsten Okenwa is a writer and Industrial Chemist. She has over 20 years work in the nonprofit sector. Kirsten is fervent about food systems and agriculture.
