HOTELS INSIDE OUT | TRAVEL & TOURISM | WELLNESS
NIGERIAâ€™S 1st HOSPITALITY MAGAZINE
HOW TO Bring Out the Best in Others
THE NEED for Training
What you need to know
SMILE: The Therapeutic Contagion
2016 TRAVEL Trends
STYLISH Destination To Visit 000250 489969
VOL 1 , MAR. 2016
Do you need a getaway to seek a refreshing solace and a moment of calm release. Lagos has several exciting places that can take you on a cruise along the Lagos waters, as you let the humid sea breeze cascade around and through your entire body, taking all the stress and weariness away. With soothing music and delicious meals, you are sure to have a swell sail.
Delight yourself and your family at the weekly Sunday brunch from 11:30AM to 4:00PM A Buffet with your international and local favorites accompanied with live music and bottomless Mimosas for the adults. We have our kid-pleasing buffet offering pancakes, waffles, hot dogs and desserts. After Brunch, join us on The Terrace for a drink or two while the kids are entertained with games and face paintingâ€Ś. All of this under one roof, you are assured the best Sunday only at the Blu.
RADISSON BLU ANCHORAGE HOTEL, LAGOS V.I. www.radissonblu.com
1A Ozumba Mbadiwe Avenue, Victoria Island Lagos T: +234 7080610000 F: +234 1 461 0126 firstname.lastname@example.org
Welcome... I welcome you to the maiden edition of Hospitality9ja magazine, an exclusive quarterly publication that explores the Hospitality industry in Nigeria and the world at large. This multi billion naira industry is vast and wholly a service based sector. One can barely imagine what life would be without hotels, restaurants, travel and tourism. We are here to educate, inform and enlighten you, and also to keep you happy. Hospitality9ja aims to unify all diversities within the industry by bringing together various articles and topics of interest from Nigeria and worldwide. Hospitality9ja was born out of great passion for the hospitality industry. Being a customer service enthusiast, I believe that customer service is the essence of hospitality, and therefore indispensable to the industry, which is why in this maiden edition there is an article on ‘Smile’ and on The need for Training; these are two key factors needed in the service based industry. This maiden edition is just an introduction to the world of Hospitality9ja. I hope you enjoy reading as we hope to engage you with more interesting articles. Look forward to the next edition as we spotlight Bashir Bello (Director of Finance, Four Points by Sheraton Lagos) on Internal Audit and Fraud Control in Hotels. Yours truly
A beautiful smile can keep guests coming back Next Edition
Bashir Bello, currently the Director of Finance of Four Points by Sheraton,Lagos has over two decades of experience and management expertise in running Finance departments with globally renowned 5- star hospitality brands. Aside from his professional Accountancy qualifications, Bashir has spent roughly the last 24 years in senior and management positions in the Finance and Administration departments of world renowned multinational hospitality brands including Hilton Hotels, Millennium & Copthorne Hotels , the Rezidor Hotels Group and Starwood Hotels and Resorts Inc. He started his Hospitality career at the Nicon Noga Hilton Hotel (now the Transcorp Hilton, Abuja), before moving to the Abuja Sheraton Hotel and Towers in 1991 where he worked for 8 years and attained the position of Assistant 2
Financial Controller before relocating to Doha, Qatar. He worked for 12 years in the Middle East, in position of Controller of Finance and Administration at the deluxe Doha Golf Club, in Doha, Qatar, and later as the Regional Finance Manager for Middle-East and Africa for Millennium Hotels and Resorts, a global hotel management company with over 200 hotels worldwide. Bashir returned to Nigeria in August 2010 to take up an appointment as the pioneer Financial Controller of the Radisson Blu Anchorage Hotel, Lagos. In May 2012, he rejoined Starwood Hotels at the Four Points by Sheraton Hotel, Lagos as the first Nigerian Director of Finance.
Managing Consultant Sebastien Ranc Production Manager Bashir A. Sadiku Graphic Design Olawuwo A. Samuel Bashir A. Sadiku Cover Photography Olanrewaju M. Sowobi Make Up Artist Mary Jemie Contributors Barr. Louis Ojomoh Dr. Bassey B. Esu Daniel Ameh
Table of Contents
Publisher Rukevwe Adjekughele
PUBLISHED BY: DRAKKAR MEDIA © 2016
For editorial enquiries, article contribution or advertisement, please email: email@example.com firstname.lastname@example.org or call: +234 (0) 812 668 6200, +234 (0) 817 168 4932 : Hospitality9ja, : @hospitality_9ja Follow our blog on www.hospitality9ja.com
Hospitality9ja is a publication of Drakkar Media Limited. Submissions are made entirely of contributor’s volition.
We reserve the right to publish, edit to fit, or reject any submissions made to us for the purpose of publication. If in doubt of any protocol, kindly contact above. Thank you
2 - PUBLISHER’S NOTE 6 - CONTRIBUTORS 8 - GIANT OF AFRICA 10 - NIGERIA: The BIG 3 12 - TRAVELLER’S PICK: La Toussuire Ski Resort: 14 - HOTEL ASSET MANAGEMENT 16 - HOTEL REVIEW: Park Inn by Radisson, Abeokuta 18 - INVENTION OF TOURISM ENTREPRENEURSHIP IN NIGERIA 20 - CREATE A ‘SELFIE STATION’ AT YOUR HOTEL 22 - WHERE ARE WE? 24 - SMILE THE THERAPEUTIC CONTAGION 27 - THE I.T PATH 28 - HOW TO BRING OUT THE BEST IN OTHERS 30 - THE NEED FOR TRAINING 32 - OLUMO ROCK TOURIST DESTINATION 36 - WORLD DESTINATION REVIEW: Ethiopia Tourism 41 - LEARN PIDGIN 42 - WHEN IT COMES TO HOSPITALITY, “LITTLE THINGS MEAN A LOT” 44 - SEXY FIT YOU 48 - 2016 TRAVEL TRENDS 55 - EXCLUSIVE INTERVIEW with Dr. Austine Eruotor 60 - CHECKING OUT? PLEASE GIVE ME YOUR BUT
Smiling Is Contagious
When someone is smiling they lighten up the room, change the moods of others and make things happier. A smiling person brings happiness with them. Smile lots and you will draw people to you. Smile and the world smiles with you. Infact, a charming smile from the air hostess or a reservation agent may just be all you needed to have a smile lled day.
WHITE HOUSE HOTELS 2 Exotic Locations 23A Toyin Street, Ikeja Lagos- Nigeria. Tel:-2348055424200, 2348111182175 www.whitehouselagos.com
White House Hotels aims to exceed all expectations as we welcome guests from around the globe. With this in mind, you will ď€ nd our business and recreation facilities prepare you to take on the world or the bustle of Lagos. 4
1 Premium Service 31 Joel Ogunnaike Street, G.R.A. Ikeja Lagos - Nigeria. Tel:-2348033261511, 2348111182177
Friendly 24hrs Reception | Dining And Bar | 24hrs Room Service | Private Dinning | Free WiFi | Meeting Room | Swimming Pool | Secured Location | Business Center | Late Check-Out | Laundry Service | Airport Pickup Service. www.hospitality9ja.com
Contributors Tunde Orungbeja Babatunde is a seasoned Hotel Administrator with 21 years' experience (10 of these at the Management level) in 5 star hotel operations. Currently the General Manager of Ikoyi Club, Lagos State Nigeria. He is an alumnus of Lagos State University where he bagged his Bachelor's degree in 1990, the Nigerian Institute of Journalism (PGD in marketing), the University of Ibadan (Masters Degree) and the Management Center Europe where he received leadership and management trainings. He is already writing his Doctoral thesis at the University of South Africa as a Ph.D student, with emphasis on value delivery and integrated marketing communications in the Nigeria hospitality industry. He has an enviable track record in the eld of operational innovation and process management (Six Sigma, Lean Sigma, Blue Ocean Strategy, etc). He is one of the very few privileged experts to have introduced the Six Sigma methodology in Nigeria.
Clara Chizoba Kronborg Clara ChizobaKronborg 27 years, born in Nigeria married and currently lives in Denmark. She is the owner of CCK VENTURES where all her passions are expressed & placed under one umbrella. Her ventures includes all that she is passionate about and do; Businesses, investments, philanthropic work, Talk show, Fashion Fix, Beauty Couture, tness/ health & many more. She has been into healthy lifestyle ever since she was a teenager, In her words” I grew up seeing my mum & her sister struggle with their weight”, that made me start being cautious of what goes into my body. She took her time in building the discipline on meals and exercise. And after nding her balance and the knowledge of what works for her body, she decided to expand her knowledge on Nutrition and tness, then she studied further and became a certied personal trainer and member of International Sports Sciences Association(ISSA) California. Her zeal to extend her knowledge and guide others through tness & healthy lifestyle keeps growing which lead her to start sexytyou.
Ogu Chibuisi Ogu Chibuisi has worked for 5 years as a hospitality industry service provider with current links which Is known for providing solutions to hospitality Industry. Chibuisi has undertaken various hotel projects which includes training of Hotel management and staff across leading hotels in Nigeria. Currently serving in the Nigeria Public sector, he partners with hospitality marketing Agencies in driving home excellence in the Nigerian hospitality industry.
Contributors Irene Zijlmans Irene has worked for 17 years in hotel operations, hotel consulting, and hotel asset management on the owner's side and in hotel development on the operating side. She has worked with brands such as Mövenpick, Marriott, The Cumberland, London, and The Waldorf Hilton, and has asset managed a hotel portfolio. Irene is now partner at Tempo Hospitality Consulting and is in charge of all hotel-related assignments. Tempo is a boutique consulting company offering the hospitality industry the same unparalleled reputation of Swiss watches resulting from high levels of standards. We excel in formulating and implementing strategic, operational, and nancial advisory along with asset management services to tourism, hospitality, wellness, and real estate projects. We have extensive international experience and work with knowledgeable advisors in a multicultural team. We are committed to integrity, professionalism, responsibility, and innovation. Visit us at www.tempo-hospitality.ch.
Doug Kennedy Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a xture on the industry's conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug's monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still on the Road to Sales and Guest Service Excellence. Visit KTN at: www.kennedytrainingnetwork.com or email him directly: email@example.com
Fabrice Leclercq Fabrice is a renowned expert in the eld of tourism, he has developed and implemented tourism projects and proposed innovative solutions for the strategic positioning of destinations while always respecting the three fundamental components of sustainable development. Fabrice has over 20 years professional experience in this area. He worked for Euron Hospitality as Senior Consultant on tourism and lately held the role of CEO of a Ghanaian tourism development company. Previously, he held permanent positions at the UN for sixteen years, In this context, he notably developed partnerships with hospitality groups such as Accor, Iberostar and Marriott, with the aim of reinforcing local economic development and highlighting the unique environmental and cultural aspects of various destinations. Fabrice is Belgian, uent in English, French, Portuguese and Spanish, with a good understanding of Dutch. He holds a Bachelor's degree in Business Administration from the University of Liège and a Master's degree in Responsible Tourism Management from the Leeds Metropolitan www.hospitality9ja.com
igeria is the Giant of Africa, not only in papers but in actuality. Currently ranked the 57th best country in the world (USA news and World report), the riches in Nigeria cannot be over emphasized: its economy, power and business opportunities as well as the people in it. Our population of over 180 million people is made up of three major ethnic groups: the Yoruba, Igbo and Hausa and further diversified into over 250 tribes and languages and over 600 ethnic groups in the country with different cultures peculiar to them. Its diversity, differences in culture and language brings about the beauty of the country, for in every culture in Nigeria, there are core values attributed to it and its people, bringing about the beauty, harmony and mutual respect amongst the people. Nigeria is the place to be when you think of meeting happy people or investing profitably. Nigerians are hospitable. She is a great country with riches, culture and beautiful aesthetics of nature, which is second to none in Africa. She produces palm oil, timber and cocoa and other sources of wealth such as crude oil, of which she is the 6th largest exporter in the world! There are many other untapped resources that abound in Nigeria. Nigeria also stands as a destination for ecotourism in Africa. For those who are very adventurous at heart, who want to see as a lion pursues its prey, an elephant draw water with its tusk, a rare bird landing on a shrub, or even a hippopotamus opening wide its large mouth; any of the Nigeriaâ€™s national parks is the right destination for you: the Cross River National Park, Kumuku National Park in Kaduna state and Yankari National Park in Bauchi State. Nigeria has good climatic condition but temperature varies according to seasons of the year. Nigeria has two major seasons, Rainy and Dry. There are lots of cultural festivals to look out for in Nigeria, which include various fun activities such as masquerade parades, the display of different beautiful cultural attire, cultural dance, displays of different indigenous talents, stunts as well as magic displays for excitement and fun are thrilling to watch. More so, the aesthetic nature of Nigeria is one to behold. There are tourist destinations such as the Olumo Rock in Abeokuta, Badagry Slave Trade Centre in Lagos, the Osun River, and the Ibadan Zoo, the Obudu Cattle Ranch, the numerous beaches and resort
centers all over the country such as Inagbe Grand resort and many more interesting places to visit. More than nature itself, Nigerians are very creative in providing fun centers and places of interest for people to experience fun and quality service, places such as hotels, exquisite restaurants, gyms, reservation centers and many more. This is to provide people with the comfort they
want and desire in living in a country like Nigeria. The services rendered in these centers and the friendliness of the people portrays Nigeria to be one of the best countries in hospitality. Nigeria is blessed country, ď€ lled with riches, great culture, beautiful nature and good people!!!
The BIG 3 N
igeria is, arguably, one of the most blessed nations in the world. We possess a great number of natural endowments, sought after by countries the world over. Arable lands span the entire territory from north to south with the potential for feeding the entire country, Africa and other parts of the world. A teeming 180 million plus diversiď€ ed manpower to drive any industrial venture to success â€“ Little wonder she's gingerly termed as 'The GIANT of Africa'. Since the transition back to democracy in 1999, and further entrenchment of same, the Nigerian
economy has seen massive expansion, even overtaking South Africa in 2014 to become Africa's largest economy and the 20th largest worldwide by 2015. Worth over $500 billion nominal GDP and $1 trillion purchasing power, she is deď€ nitely a place to visit and consider setting up shop in as she is still considered to be an emerging economy (World Bank) and an emerging global force.
Thinking ofof visiting Here are are 3the 3 Thinking visitingNigeria Nigeriafor forbusiness business or or leisure? leisure? Here biggest citiescities in Nigeria, which all have a healthy mixmix of fun and prominent in Nigeria, which all have a healthy of fun business to satisfy any purpose: and business to satisfy any purpose:
Lagos can easily be called a 'micro-Nigeria'. Why? You might
This became the Federal Capital Territory in 1991, succeeding
ask…well, this is simply because Lagos, the commercial capital of
Lagos, and quickly rose to prominence as the administrative
Nigeria, is a rich mix of every tribe, region or ethnicity found in
capital of Nigeria. A typical example of a planned city, Abuja
the country and then some more. People of surrounding
maintains a minimal annual growth rate of 35% making it the
countries too ock this landlocked city for a taste of the 'Big
fastest growing city in Africa and one of the fastest in the world.
Apple', and even from all over the world.
Being one of the wealthiest cities too, leaves a lot to be
expected from this sprawling city.
he largest city in Nigeria, and indeed Africa, and one of
the nation's federal capital in 1967, and now commercial capital
and nerve centre of Nigeria. The city has never looked back in
business, the mere thought of visiting one of the richest cities in
terms of business and continues to host and reward investors
Africa should get your adrenaline pumps. And if you are the
and multinational corporations with an eye on Africa.
political enthusiast looking to dabble, then Abuja is a place for
Fun seekers also have a lot to look forward to, apart from the
the fastest growing in the world, Lagos or 'Eko' as is indigenously termed began as a port city playing host
in the international trade and exploration era, transformed into
lthough residents of Abuja are perceived to be a bit more reserved than their Lagos counterparts, there are still a number of fun spots, parks and
activities to engage the fun seeker in you, and if you are in for
natural jive of the city buzz. There are lots of Luxurious hotels and Resorts, Beaches, including the Oniru Private Beach, Eleko Beach, Tarkwa Bay, to mention a few, a dip into the Atlantic is just a beach away. Other fun activity include going to the movies or
hang out spots that abound anywhere you nd yourself; on the
Port Harcourt is readily an industrial city, built solely for
Island and the Mainland. Theatres exist too for the more
business. Originating as a port for transfer of coal from the inner
traditional lovers of performance art and Galleries for the visual
Enugu regions, it soon hosted a burgeoning trade in oil
art enthusiast…And if you like jazz, live music or even spoken
following the discovery in 1956 of crude oil in commercial
word and poetry, a visit to the Shrines, the Freedom Park and a
quantity. Now, the city houses numerous multinationals who
host of other such spots will denitely satisfy your thirst.
primarily engage in the oil business…and quite naturally has
Whatever your style, there is a bit of Lagos for you!
evolved an expensive lifestyle. Port Harcourt is the chief oilrening city in Nigeria, and is exclusively responsible for making Rivers one of the wealthiest states in Nigeria. All the oil money certainly makes up for the expensive nature of the city, which is arguably the most expensive in the country. However, if you are looking to invest in the world's most volatile moneymaker, then Port Harcourt is your destination to consider.
La Toussuire Ski Resort
e French “ m so r fo y d Rea
alin”?! e n r d a e Whit
Traveller’s Pick | Hospitality9ja
ave you already thought of experiencing some winter skiing in one of the finest and most enjoyable French skiing resort?
If you prefer small, traditional resorts but big enough for the wide open spaces… La Toussuire ski resort in the spectacular region of Savoie can now offer one of the largest (4th) ski areas in France. The ski area has grown, but the village remains as friendly and family-friendly as ever. A 360° white panorama and an exceptional sunny location. The people of La Toussuire have always known how to transmit their “joie de vivre” through their warm and sincere welcome! There are some holidays where everything just keeps going! Where you need to put your best foot forward and go for it! This time, try to forget about home, leave your troubles and stress where they are and get away from it all ! La Toussuire aims to give you greater freedom of choice. Around you, are some of the best moutain professionals, with them take advantage of this huge skiing domain. You can taste the fresh snow in many different ways, go snowboarding, Cross-country skiing, take it easy on the slopes, ski from terrace to terrace, discover the vast ski area, a bit of extreme skiing, the sensation of powder snow, there is something for everyone, go for it ! You can also relax with your friends and family while ice skating, enjoy some of the finest French cuisine or indulge yourself with some delightful Spa & health treatments. In La Toussuire, it’s the perfect occasion to boost your energy levels. Fabrice Leclercq
Contact: Office de Tourisme 73300 La Toussuire Tel: 00 33 (0)4 79 83 06 06 00 33 (0)4 79 83 06 06 Fax: 00 33 (0)4 79 83 02 99 Website: www.la-toussuire.com E-mail: firstname.lastname@example.org www.hospitality9ja.com
What you need to know about
Hotel Asset management Now, in Africa, hotel asset management is attracting increasing interest from developers and owners and is set to grow in importance as the number of hotels continues to grow rapidly across the continent.
What is hotel asset management? To nd a denition that covers all aspects of hotel asset management is not easy. One example is the denition used in the book Accounting and Financial Management, Developments in the International Hospitality Industry, by Harris & Mongiello: 'The commitment of resources for the purposes of enhancing value and maximizing owner's returns'.This denition and indeed hotel asset management, generally, presupposes that ownership and operations are vested in different parties. Another good example of a denition of hotel asset management is given by senior lecturers Humphries and Judge, who developed the brand new module Hotel Asset Management (HAM) at the Ecole Hôtelière de Lausanne (EHL) in Switzerland. They look at it as a closely intertwined set of denitions: To build and maintain relationships between the Owner and all of the Hotel’s parties, whilst communicating consistently and clearly.
To manage the Hotel as a real estate asset, from an owner, investment, value, ROI, or profitability perspective.
To manage all of the hotel assetsbuilding, contracts, CAPEX, management company, brand, people.
Source: Ecole Hoteliere Lausanne, Humphries & Judge, 2015 14
This denition looks at all aspects of hotel asset management, not just at trying to increase the numbers on the bottom line of an operating statement. The asset manager aligns objectives between hotel owner and hotel operator, manages the relationship, and sets goals, monitors them, and reports.
Why does a hotel owner need a hotel asset manager? You could also ask, why worry as a hotel owner about details and specications if you like to look at the big picture? Perhaps the big question of any hotel owner would be why they would out source this responsibility to a supposedly better prepared professional. The answer is that an asset manager can free up a hotel owner's time by taking on those specic tasks, such as: · Managing a refurbishment · Renegotiating a contract · Monitoring monthly operating statistics · Ensuring that the hotel is reacting to changes in the market · Maintaining a sustainable and excellent relationship with the operator · Optimising the use of available space · Creating revenue-generating initiatives that do not involve extensive additional cost – ow through to GOP
This detailed research and monitoring requires certain skills an owner may not possess, but which they can acquire through an asset manager. This way, an owner can focus on the big picture and at the same time make informed decisions to drive revenue. To give you an example, we worked as the asset manager on the owner's side for a 1,000-room four-star
central London hotel undergoing complete renovation. One of the tasks was to dene and monitor the budget for small operating equipment, which for a hotel with 1,000 rooms, several restaurants, and a large meeting space was signicant. The owners, a large bank, had no experience (and really shouldn't have to either)in furnishing a
hotel with thousands of cups, teaspoons, and other bits of small operating equipment. By keeping both owner and, most importantly, the operator updated on spending progress, we maintained the budget and saved the owners' time. The owners, through the involvement of the asset manager, maintained an excellent relationship with the management of the hotel.
The hotel asset manager
n asset manager can be contracted on a monthly basis –this is the most used form of contract due to the monthly reporting requirement of hotels. In addition, they are also used on an ad hoc basis, for example, during a refurbishment, whilst building an extension, or in a hotel's development phase. If an owner needs monthly monitoring of a hotel, an asset manager should ideally be appointed for a minimum of 12 months, as suggested improvements may take time to come into effect. For example, if an asset manager sees an opportunity to increase revenue by sourcing outside membership for the hotel's health spa, it will take at least six months for the new sales strategy to fully reect in terms of membership numbers.
The asset manager could be remunerated with a xed fee per month, or with a xed fee supplemented by a variable element depending on the success of the asset manager's involvement.
Who can do it?
n asset manager needs experience on both the investment and hotel operations side to be able to balance the interests between owner and operator and maintain a successful relationship with both. Diplomatic skills are a must, communication skills vital, and organizations skills fundamental. An owner should search for an asset manager with these combined skills and then can rest assured. What follows then is long-term planning and the drive of protability with minimal cost impact as well as optimized asset value and appropriate exit strategy. Irene Zijlmans Partner Tempo Hospitality Consulting www.tempo-hospitality.ch
Hotel Review | Hospitality9ja
Stylish Destination to Visit Park Inn by Radisson Abeokuta provides various interesting facilities for guests to enjoy their stay. Work out in the well-equipped gym to keep you t.
Park Inn by Radisson Abeokuta
Are you visiting or living in Nigeria, and looking for an unforgettable getaway, where you can mix fun with adventure, business and pleasure? The Park Inn by Radisson Abeokuta is the best place for you! This stylish and sophisticated hotel is well equipped with modern recreational and meeting facilities to cater to you. Just 12km from Olumo Rock - one of the most renowned tourist attraction sites in Nigeria, West Africa - where you can test your wits at rock climbing, see the museum and waterfall fountain. You'll be sure to have an unforgettable experience. The hotel offers 173 exquisite rooms from standard rooms and suites with well experienced employees who are poised to make you feel welcome and special.
Park Inn by Radisson Abeokuta is the only internationally branded hotel in Ogun State; it is also a clear market leader with quality amenities, service standards and top notch security. The hotel is located on a vast expanse of land providing a resort-like feel. It’s stylish full service brings you to the heart of all Ogun State's most friendly neighborhood and culture. Travel should be inspiring; at Park Inn by Radisson Abeokuta, inspiration is what you get!
IBB Boulevard, Kuto, Ogun State. | +2348139860020 | email@example.com www.hospitality9ja.com 16
Park Inn by Radisson is a fresh, energetic mid-market hotel brand created for fast, exible growth and focused on mastering the essentials of a great hotel experience. It is a member of the Carlson Rezidor Hotel Group, one of the world's largest hospitality companies with an expanding portfolio of more than 1370 hotels in operation. When you stay at Park Inn by Radisson Abeokuta, you enjoy the benets of Club Carlson membership by earning points for your stays.
Love swimming? Then the beautifully designed Pool area is available to refresh you.
Having an exclusive party or a business meeting? The banquet halls and meeting rooms are just for you! Make your guests feel like royals at your events; the perfect setting for elaborate, memorable events for each and every invitee. Park Inn by Radisson Abeokuta's rbg restaurant is highly exquisite offering delightful continental and local food cuisines. The beautifully designed restaurant, bars and experienced chef will increase your appetite for food!
everal attempts have been made by the Federal Government to boost the tourism industry in Nigeria. This was overtly expressed in 1990 with the formulation of the National Tourism Policy and the subsequent promulgation of Decree 81 of 1992 establishing the Nigeria Tourism Development Corporation (NTDC). A further boost was the design and development of the Nigeria Tourism Development Master Plan in 2005. The Plan was prepared in collaboration with the United Nation World Tourism Organization (UNWTO) and Tourism Development International. The Master Plan was focused on strengthening institutional capacity of the Nigeria tourism sector. Since then not much has been achieved. The slow implementation of the Nigeria Tourism Master Plan can be attributed to the low political will expressed by political office holders and human capital deficiency in tourism planning by responsible public agencies. Notwithstanding the low level of implementation of the Nigeria Tourism Master Plan, sporadic developments have taken place in some States of the country such as Cross River State, Akwa Ibom State, Kebbi State, Lagos State, Osun State, Abuja, etc. Several initiatives by government to reposition the tourism industry in Nigeria as the cash cow of the country have failed. This scenario has been the concern of academics, tourism practitioners and most Nigerians. The question then is what are the underlying factors affecting the growth of the tourism industry in Nigeria? The industry is in a sully state even when the government has shown concern; although little effort. This paper posits that the slow development of the tourism industry is as a result of the absence of tourism entrepreneurship in Tourism destination development (TDD). This excerpt argues that the absence of national and local tourism entrepreneurship awareness is the bane of the industry and has led to the slow take off and growth of the industry. We conceptualize a four component tourism entrepreneurial development model that will transform the tourism industry in Nigeria. The transformational strategies are subsumed in the four components of the model: invention of tourism entrepreneurial programmes to catalyze aggressive tourism product development, harnessing the potential of existing hospitality enterprises in creating a tourism value chain, promoting community based tourism (CBT) in tourism resource management, and creating the right business environment through effective tourism regulatory framework and infrastructural base
INVENTION OF TOURISM ENTREPRENEURSHIP IN NIGERIA Invention of Tourism Entrepreneurship Programme
Harnessing the Potential of Existing Tourism& Hospitality
Tourism Industry and Destination Performance
Promoting Community based Tourism
Provision of Regulatory and Infrastructural Framework to Support Tourism Entrepreneurship
CONCEPTUAL MODEL FOR TOURISM INDUSTRY AND DESTINATION DEVELOPMENT IN NIGERIA
The Structure Of Tourism Industry And Entrepreneurship It is generally known that five tools are necessary in the production milieu, namely: Man, material, money, method and machines. In all, man is the most important of the elements. Man is the only factor that can create value. The man who creates the value is referred to in this context as “tourism entrepreneur”, while the ability (knowledge and skill) to create the value is referred to as “tourism entrepreneurship. Tourism entrepreneurship covers a range of activities that are relevant in the creation and operation of a legal tourist enterprise. Legal tourism enterprise here refers to those businesses that operate on a profitable basis and seek to satisfy the needs of tourist and visitors. Tourism industry is a mixture of public and private organizations that are actively involved in the development, production and marketing of both products 18
and services that satisfy the needs of tourists (Gee, Makene & Choy, 1989). Koh & Hatten (2002) categorize tourism entrepreneurs into groups: • Inventive entrepreneur is one whose offering is truly new to the tourism market. • Innovative entrepreneur is one whose offering is somewhat new • Imitative entrepreneur is one whose offering has no significant difference from other established offerings in the tourism market. • Social entrepreneur is one who establishes a non-profit touristic enterprise for support social ideas and norms. • Lifestyle entrepreneur is one who launches a tourist enterprise to support his/her lifestyle and / or hobby/interest with no/little interest of growing his or her enterprise. • Marginal entrepreneur is one who operates his/her tourist enterprise in the informal sector of
the tourism industry • Closet entrepreneur is one who operates a touristic enterprise alongside a fulltime job for various reasons.
There are several classifications of the tourism industry. We shall take the one by British Columbia (n.d.), which classifies tourism industry as one with eight industries (shown in the table, see next page).
The Importance Of Tourism Entrepreneurship No meaningful tourism development can take place in a destination without an integral platform through which entrepreneurs can play a dynamic role. The contribution of tourism entrepreneurship in tourism development is captured here: • A community quantity and quality of supply of entrepreneurs significantly determine the magnitude and forms of its touristscape. This is because tourism entrepreneurs are the ‘person-causa’ of tourism development (Koh & Hatten, 2002). • Tourism entrepreneur is central in attracting and re-attracting visitors to the destination (Koh & Hatten, 2002). • Entrepreneurs are the key tourism factor that are highly influential at a given point in time, inherently dynamic and capable of having long lasting effect on shaping the fortunes of a destination over time (Ryan, Mottiar & Quinn, 2012) .
INDUSTRIES CLASSIFICATION Accommodation
Hotels, motels, campgrounds, hostels, B&Bs, etc.
Food & beverage Restaurant, fast food outlets, pubs, club services facilities, catering services. Attractions
Museum, galleries, parks, trail systems, guides, water parks, interpretive centres, cultural centres, agricultural tourism, etc.
Adventure tourism and recreation
nature based tourism, marine tourism, outfitting, etc.
Events & conferences
Special events, concerts, community or annual festivals, conventions, trade shows and sporting events, etc.
Recreational vehicles, air carriers, coaches, railways, cruise lines, car rentals, ferries, taxis, gas stations, etc.
Recreation services, tourism suppliers, tourism information centres, travel agencies, tour wholesalers, tour guides, etc.
Advertising agencies, travel writers, photographers, consultants, tourism/ hospitality educators, website developers, research services, tourism sector associations, destination marketing organizations, etc.
• It is only when tourism entrepreneurs are present do a community’s climate; landscapes, flora, fauna, historic vestiges and ethno-cultural enclaves become tourism resources that may be transformed into tourist attractions (Koh & Hatten, 2002:27). • Without the influence of entrepreneurs it is doubtful that a tourism industry would evolve, even areas that are favorably endowed with resources (Koh & Hatten, 2002). • The innovation, flair and vision of entrepreneurs shape modern tourism (Russel, 2006:105; Russell & Faulkner, 1999, 2004; MCkercher, 1999). • Britton (1991) cited how the building of just one hotel in an area triggered further development because it provided a base from which further construction can proceed and signals a confidence in the location. • Hall (2004) found that tourism innovation in New Zealand occurred primarily because of champions and individual innovators who have been able to generate local interest and involvement. • Mottiar & Tucker (2007) acknowledge that there are a growing number of significant studies on the impact of entrepreneurs on tourism development. • Keen (2004) in his study of tourism in New Zealand claim that social and community entrepreneurs were the main facilitators of tourism development. • The study by Johnson & Mattson (2005) revealed the impact of a single entrepreneur on destination development in Hay-on Wye. • Hall (2004) asserts that in regional and rural areas: (i) small business and entrepreneurs are the foundation of the tourism product, deliver-
ing the tourism reality, quite often in the form of niche products based on the resources available to them. (ii) They provide the platform that makes a region accessible and attractive. (iii) Entrepreneurs influence tourism development beyond their own individual contributions. Developing Tourism Entrepreneurial Skills An entrepreneur is one who identifies a tourism business opportunity and builds an organization to leverage the opportunities and to make profit. It is important that starters in tourism entrepreneurship should know and appreciate the various activities necessary in starting a tourism business to avoid the risk of business failure which is common among new value added in the market (Esu, 2013).Specifically, entrepreneurs can choose from a wide range of products based on tourist demand. The problem is the lack of knowledge about product development and packaging; this is because tourism is nascent business in Nigeria. The entrepreneurs are not knowledgeable in the specific activities and combinations of businesses. The startup activities include:
Identifying Tourism Business Opportunities In Nigeria Tourism potential refers to the pool, array and collection of natural, cultural and man-made tourism resources possessed by a community, state and/or country that can be transformed and developed into visitor-ready attractions or finished products and services packaged to provide touristic experiences. Experiences are intangible offerings provided by a tourism service provider that cannot be seen or measured, but motivates the visitor to make a choice. Investments opportunities are capital goods or services that have economic and commercial benefits for the entrepreneur and for the society. Tourism business opportunities are conceptualized in this paper as tourist sites, attractions and spots that require designing, creating and packaging of touristic experiences and the provision of tourist facilities, tourist services and tourist infrastructure required to make the clusters and attractions within them visitor-ready by an entrepreneur for commercial purpose. The abundant tourism resources in Nigeria present with numerous opportunities for investors in the tourism sector of the economy. (UNWTO (2006) grouped the tourism resources and attractions in Nigeria into five tourism clusters: •Tropical Rainforest Cluster •Atlantic Gateway Cluster •Gateway Cluster
•Conference Capital Cluster •Scenic Nature Cluster
Each cluster is made up of core attractions (products) and other supporting and ancillary products packaged to give tourists maximum satisfactory experience. The Nigeria Tourism Master Plan also elaborated and proposed enhancements that must be carried out to transform these tourist sites/attractions to visitor-ready status, and subsequently create resources that could be harnessed or put together to form a delightful experience. Here is a long list of possible tourism product and services an entrepreneur can venture into in Nigeria.
culled from: Transforming the Nigeria Tourism Industry through Tourism Entrepreneurial Development Dr. Bassey B. Esu www.hospitality9ja.com
make perfect backdrops. Recently I was in San Francisco on business down my Fisherman’s Warf and I saw one person after another posing in front of that iconic sign taking selfies with it in the background; in fact I even took one myself.
Create A ‘Selfie RELAXATION Station’#SELFIE At Your Hotel
23A Toyin Street, Ikeja Lagos- Nigeria. Tel:-2348055424200, 2348111182175 www.whitehouselagos.com ost hotels and
31 Joel Ogunnaike Street, Ikeja Lagos - Nigeria. Tel:-2348033261511, always looking for 23417402738 ways to expand
resorts are their presence on social media. Many Tweet-out press releases and post engaging content on their Facebook and Instagram accounts. Others train their guest service colleagues to create memorable guest experiences that “Make Guests Tweet,” which was the title of one of my recent articles that included some tips and techniques for doing so. One additional easy way to encourage more social media postings is to create a “Selfie Station” in your lobby and/or other public areas. Having two teenagers has really made me understand first-hand the emergence of the “Selfie” phenomena as it has emerged these past few years, the purpose of which for them is to then score as many “likes” as quickly as you can. Seems whenever I am anywhere with my kids they are always scouting out places to take selfies. Yet as I have traveled about these past few months I have also noticed that it is no longer just the Millennials who are taking and posting Selfies; it is travellers and tourists of all ages. When attending conferences and trade shows, it seems anywhere there is a place with a banner showing the conference name as a background and there are always attendees waiting to take pictures. One example I have experienced is at the HSMAI Revenue Optimization Conference, where they had a backdrop with the HSMAI logo that I saw several people standing in front of posing for selfies. Another example is when I take my son to various sporting events, such as Miami Marlins games or WWE events, where they always have banners with the event or team logos that 20
Smart hoteliers should take advantage of this trend by installing “Selfie Stations” in their lobbies, conference center corridors, recreational areas and other public spaces. The first step is to order a backdrop such as a banner or large poster showing your hotel’s logo (and maybe even website address or slogan) that can be displayed in the space you have in mind. Next, have a sign made to put beside it that literally says “Selfie Station.” Then include a small display showing selfies taken by a few various people. Finally, provide a special email address or phone number for guests to share their selfies with the hotel marketing or PR staff so that they can be posted in a blog or social media outlet. By providing a Selfie Station you will be not only harnessing the social media presence of your guests and visitors, but also adding a fun attraction that will make guests smile and give them a reason to remember their experience in a positive way. Doug Kennedy
usiness travellers tend to fly and stay in hotels often and that makes their profile an excellent choice to inculcate customer loyalty. Airlines and hotels offer similar services, especially for business travellers and guests. Airlines offer business class services while hotels have executive rooms with all necessary amenities to make the business traveller comfortable: large desks, free internet access and couches. Loyalty Program has been in existence for a long time now but is still unknown to all. This gives incentives and priviledges to frequent customers. It is also beneficial to hotels and airlines as it leads to repeat business. You can extensively improve your travel experience through strategic use of airline miles and hotel points, for example after 10 nights and 15 stays with a particular hotel brand, you can get a free meal ticket or a free room, flying one-way in Business Class from New York to Lagos will earn you 5,000 miles and you can exchange your miles for tickets, though this varies as different hotels and airlines have various loyalty programs.
• The term holiday was derived from ‘holy days’. Holy days are days of religious observances and have existed in diverse cultures for centuries. After the industrial revolution, religious holidays gradually be came secularised and employers started offering vacations to employees. • In ancient times travel was essentially to seek food and escape danger • During renaissance travelling was solely to experience higher culture • The less time and money it will take to travel to a place, the more people will go there. • Most tourists are attracted to faraway places • Most tourists travel to places that offer them something they cannot find at home • Egypt is the first empire nation with explicit travel needs, evolving to a tourist centre as early as 2700 BC • Ancient people used water crafts to travel • The Greek empire was the first to develop an expansive travel infrastructure • Some companies use travel as an inducement for employees to perform to a higher level • Business trip is the most common; a combined business trip with pleasure is known as a hybrid trip. • Natural characteristics like weather and landscape attract visitors to specific destinations • Accommodation, restaurants, infrastructure and services are basic amenities needed in a tourist destination.
WHERE ARE WE?! Ok … I shall speak!
any a critic have opined that Lagos is over saturated with hotel rooms!. My take, informed by reports from global bodies (e.g. WTTC) and established reliable researches which surmise that Nigeria has huge untapped potential in the direct contribution of travel and tourism to Gross Domestic Product (GDP), is that we are not there yet in terms of adequate rooms to meet the growing demands!. Travel and Tourism would suffer debilitating setbacks in its GDP contribution improvement drive, if there is a dearth of accommodation and food services. Noteworthy, is the growing contribution of the accommodation and food services sector to the Nigerian GDP year over year in recent times. From N300bn++ in 2012 to N600bn++ in 2013, and about N800bn in 2014. 22
Great, right!. Then why the fret about ‘over supply of rooms’?!. A contextual and perceptual analysis would reveal that the real concern of critics in this field is the increasing value expectation synonymous with growing travel and tourism which unfortunately (in Nigeria) is bedevilled by dwindling value propositions and value delivery in the accommodation and food services sector. We are not there yet in terms of our value offerings!. We are not there yet in terms of improving our value offerings!. We are not there yet in terms of enabling the development of essential value offering structures!!. I know that at this juncture, you are eager for answers or my summations on the way forward!. Here are my summations in a tabular form.
Features | Hospitality9ja
DEOTEL HOSPITALITY VALUE FIELD TABLE LEVELS
PRODUCTION Initiate and set the foundational structure
INVESTOR / MANAGER
Set career direction. Enlighten on basic etiquettes, food hygiene, equipment handling, waste management, maintenance culture etc
Develop and maintain basic infrastructures. Set and develop human capacity building via standardised educational infrastructures
Atimes, non-existent at this level. However, can be socially responsible as a wholesaler
Imbibe basic hospitality morals from the home .Develop a passion for the hospitality industry
Ensure societal infrastructures are functional and periodically maintained
Develop the required physical structure (hotel, restaurant, bar etc).Co-create value.Enhance human capacity development via trainings, consistent retraining. Motivate and appropriately remunerate the employees. Also support the society to sustain standardised education
Activate and sustain heightened passion for the profession. Imbibe value culture from the work place.Selfdevelopment
WHOLESALE Set up the physical infrastructure (accommodation and or food services). Co -create value.
RETAIL Deliver value consistently and improve stakeholder value
STAKEHOLDER/ CLIENT Co-create and enjoy value
Key player. Value Value proposition. representative Sustain and improve stakeholder / of the investor/ consumer value. manager. Value enhancement consistently. Passionately delivers value consistently
Support and motivate the employee to attain heightened value consciousness in the chosen profession
Benefits from employee success and remuneration . Atimes, function as paying clients and enjoy value
Part stakeholder / consumer who co creates value with the investor / manager.
Benefits from clients high loyalty and commitment to the brand , profitability
Part stakeholder who also receives value and recognition
Table used by special permission of DEOTEL Ltd
The value field table basically highlights the various critical levels of value offering (from the cradle / production to the elicitation of loyalty inducing clients satisfaction and the profitability impact on other stakeholders). Each of the levels has key variables (the home, society, investor/ management company and the employee) impacting on its output.
So what do you think? We could compile a lot of ideas, process them and come up with a model to transform the Nigerian hospitality industry. The days of waiting for the government to solve all our problems are long gone! Tunde Orungbeja
Smile... The Therapeutic Contagion
Benefits of Smiling.....
Emotional, Physiological, Psychological and Social
smile is a facial expression formed primarily by exing the muscles at the sides of the mouth. Some smiles include a contraction of the muscles at the corner of the eyes, an action known as a "Duchenne smile". Smiles performed without the eye contraction can be perceived as fake.
A smile seems to have a favourable inuence upon others and makes one likable and more approachable. This is the reason behind each smile you get from a receptionist at the hotel, or from a ight attendant. However in the social context, smiling and laughter have different functions in the order of sequence in social situations. Smiling is not a pre-laughing device. Just because we smile does not mean we intend to laugh although a smile is a common pattern for paving the way to laughter. Smiling can be used as a response to laughter in the previous turn. Smiling is a signalling system that evolved from a need to communicate information of many different forms. It could be the air hostess welcoming you aboard, or in some other cases, it could even be an advertisement of sexual interest.
Social Aspects Of Smiling However, there are some social aspect of smiling among humans, smiling is an expression denoting pleasure, sociability, happiness, or amusement. It is distinct from a similar but usually involuntary expression of anxiety known as a grimace. Although crosscultural studies have shown that smiling is a means of communication throughout the world, there are large differences between different cultures, with some using smiles to convey confusion or embarrassment. Social smiling normally develops very early in life and babies will smile between 6 and 8 weeks of age as they develop their social 24
You have often heard it said even seen it happen, that when you see a person yawn, you start to yawn too. It appears to be a hard coded reex. In the same way as a yawn is 'contagious' so too can we pass on or receive the ten points of benets listed below as direct effects of smiling or seeing a smile. Smiling Makes Us Attractive We are drawn to people who smile. There is an attraction factor. We want to know a smiling person and gure out what is so good. Frowns, scowls and grimaces all push people away but a smile draws them in. When you smile you are viewed as attractive reliable, relaxed and sincere. Smiling is just one way to look younger, and a fun way to live longer. Smiling Relieves Stress Stress can really show up in our faces. Smiling helps to prevent us from looking tired, worn down, and overwhelmed. Believe it or not, smiling can reduce stress even if you don't feel like smiling or know you're smiling! When you are stressed, take time to put on a smile. The stress should be reduced and you'll be better able to take action. The act of smiling activates the release of neuropeptides what work to ward of stress. Smiling Changes Our Mood Next time you are feeling down, try putting on a smile. There's a good chance your mood will change for the better. Smiling can trick the body into helping you change your mood. There is magic in your smile. Release the magic. Sometimes your joy is the source of your smile, but other times your smile can be the source of your joy...Tiich Nhat Hanh
Wellness | Hospitality9ja
Smiling Is Contagious When someone is smiling they lighten up the room, change the moods of others and make things happier. A smiling person brings happiness with them. Smile lots and you will draw people to you. Smile and the world smiles with you. Infact, a charming smile from the air hostess or a reservation agent may just be all you needed to have a smile lled day. Smiling Boosts Your Immune System Smiling helps the immune system to work better. When you smile, immune function improves possibly because you are more relaxed. Prevent the u and colds by smiling. Smiling Lowers Your Blood Pressure When you smile, the feel good neurotransmitters dapomine, endorphins and serotonim are all released. This not only relaxes your body but it can cause a reduction in your blood pressure. Smiling Releases Endorphins, Natural Pain Killers and Serotonin Studies have shown that smiling releases endorphins, natural pain killers, and serotonin as mentioned already. The endorphins are a natural pain reliever , 100% organic and without potential negative side effects of synthetic concoctions. The serotonin serves as a natural anti-depressant and mood lifter, Together these three make us feel good. Smiling is a natural drug. Smiling Lifts the Face and Makes You Look Younger The muscles we use to smile lift the face, making a person appear younger. Don't go for a face lift, just try smiling your way through the day -- you'll look younger and feel better. Smiling Makes You Seem Successful Smiling people appear more condent, are more likely to be promoted, and more likely to be approached. Put on a smile at meetings and appointments and people will react to you differently. Smiling Helps You Stay Positive Try this test: Smile. Now try to think of something negative without losing the smile. It's hard. When we smile our body is sending the rest of us a message that "Life is Good!" Stay away from depression, stress and worry by smiling.
Chef Bilal Jamal Eddine is a distinguished chef with enthusiasm for food and hospitality industry. Born in Lebanon Beruit but currently lives in Nigeria. Chef Bilal is a well a travelled chef with over 19 years of experience globally, he understands different palates and he is known for discovering new cooking styles. Chef Bilal graduated in 1991 from one of the world's most prestigious hotel and management institute. He was featured in the 2013 Africa Forbes life as one of the most successful celebrity chef in corporate aviation in Nigeria. Chef Bilal is a highly talented chef with tremendous experience that he has acquired globally. He offers consultancy services for food outlets, banquet functions, developing menus, food purchase, specications and recipe.
Bilal Jamal Eddine
“Eating is a Necessity but Cooking is an art” http://che bilalconsulting.com 26
Hotel rating are often used to classify hotel according to their quality. The common way of rating is the use of stars, with a higher number of stars indicating the level of quality, this aims to inform customers about quality service, hotel facilities and amenities. Hotel features taking into consideration while rating.
• • • •
Location Food Quality Room Variation Environmental Hygiene
• Entertainment • Extra Amenities • Easy Access
THE I.T. PATH...
C h a m p i o n i n g t h e N i c h e D e p a r t m e n t -Musa Sadiq
usa Sadiq, is possibly one of the prodigious hotel sectored IT powerhouses out of Nigeria. Currently with less than 7 years of experience and a ton of ambition. The 27 year old has worked his way up to Managerial responsibilities, conquering Hotels in Nigeria, Sierra Leone and now Fujeirah in the United Arab Emirate. A computer whiz from an early age, he has always been fascinated by computer and gadgets. Right out of Secondary school he started nding his way in the IT world by opting to study with Karrox, one of the leading IT institutions in Nigeria. He began his IT career in November 2009 as an IT Agent for Protea Hotels, G.R.A. Ikeja and later moved to Victoria Island’s Protea Hotels Lagos. He later joined Rezidor’s rst hotel brand in Nigeria – Radisson Blu Anchorage Hotel as IT personnel in 2011 where he quickly became known for his prowess in providing technical solutions wherever the need arises. This came to bear when the Rezidor brand made to open the Radisson BLU Mammy Yoko Hotel in Freetown, Sierra Leone and he was taken in to man the technicalities of hotel opening and operations. Everything from system purchase to conguration, testing, GO-Live, documentation, and support beckoned his rapt attention and none was spared. This was his most challenging period yet and it served to prove him competent and worth every inch. In his words “...still my most appreciated memory. At the end of it all, the satisfaction is really awesome. To look back and see the accomplishment, that feeling is just amazing.” He quickly joined the Fujeirah brand of the Radisson Blu Hotel, managing the IT Department Recently married, and now an expectant father, the millennial is determined to conquer the IT world in its fullness without the diversication that is common among hotel industry practitioners, who target the GM status, although he sees himself taking a dip in the pool of nance sometime soon. His nal word: “The industry is a wonderful one. With loads of opportunities. However, to succeed in any industry requires sacrice, passion for whichever eld one chooses; hard work and zeal to give more and be more. Only then will you excel and succeed.” www.hospitality9ja.com
hen we bring out the best in others it also brings out the best in our own personalities.
Yet, the travel experience can bring out the worst side of even the nicest guests’ personalities, and on top of that the very reason for travel is not always pleasant. For every guest in town for a wedding there is another visiting for a funeral; for every business traveler in town to hire staff for an expanding company, there is another there to terminate a colleague, settle a lawsuit or close a branch. In addition to helping our staff better empathize and understand the real-life experiences being played out daily on the other side of the front desk, it is also important to make it a daily mission to bring out the best in others we encounter. Whereas in it should be a service provider’s job to bring out the best in the guest or customer, most that I encounter seem to read my mood and react accordingly. Most often I try to be the upbeat, gregarious customer, and I usually receive great customer service from everyone I encounter. But sometimes I find myself distracted,
WE NEED TO TRAIN STAFF THAT IT IS THEIR JOB TO FOCUS ON BRINGING OUT THE BEST SIDE OF PERSONALITIES.
there is also the complete opposite set of personalities; I simply refer to these as the “NVNP’s” meaning the Not Very Nice People.
These are the individuals whom we can never seem to satisfy; no matter what we do they will never be happy. You offer to comp a breakfast and they want a comp room; you offer to comp their room and they want you to comp all charges. Now wouldn’t it be nice if our caller ID systems identified these people when they phone in to book? Then our agents could see “NVNP calling on line 1” and answer “Hello? Hellooo? Sorry, can’t hear you!” Or we could put a cookie on their computers that would cause them to find us sold out when they go to book online.
How To Bring Out
The Best In Others
disconnected and otherwise out of sync; in these cases I find that I am processed by the service provider like a widget on the assembly line in a factory. Instead, we need to make it the mission of our service providers to bring out the best in everyone they encounter; to turn things around for even the detached and seemingly cranky individuals. Truth be told, there is a certain percentage of people in the world who always come across as polite, always friendly and understanding, even when encountering problems. Even when something really bad happens, such as inadvertently checking them into an occupied room, they come back to the front desk and say “Hello again, really sorry to have to bother you, but when we got to the room there were already guests in there. Hate to be such trouble but do you mind switching us?” I estimate these to be about 5% of the general population; it seems nothing can shatter their happiness and wellbeing. I call these the “VNPs” meaning the Very Nice People. As many a wise man has said, there is a great balance in the universe. For sunrise there is sunset, for spring there is fall, and for every VNP 28
COME INTO WORK WITH A POSITIVE ATTITUDE, AND GREET EVERYONE YOU ENCOUNTER WARMLY AND SINCERELY.
There is just one problem with these fantasies though; we would then lose 5% of our revenues. As most finance managers know, this might represent the difference between actually making a small profit at the end of the tax cycle versus breaking even. In other words, we need their business, too.
WHEN WE TRAIN OUR STAFF TO STAY ON POINT, OUR GUESTS WILL HAVE A BETTER DAY THAT SETS THE TONE FOR A BETTER OVERALL STAY.
THE SOLUTION What we really need to be doing is training our staff to be thankful for the VNPs out there and celebrate them every day, and at the same time to be accepting of our share of the NVNPs. After all, without the latter we would not appreciate the former. Most importantly, we need to train them that it is their job to focus on bringing out the best side of the personalities of the 90% of us who fall somewhere in between. Catch us on the right day, say the right things to start guest interactions, and you can bring out the best of our personalities. Alternatively, make the wrong remark on the wrong day and you just might trigger a negative reaction that makes us upset, frustrated and angry. If we are honest with ourselves, most of us will admit we fall into the 90% in the middle; I know I do. A perfect example happened to me recently when I had a problem with my Mastercard
debit card. I was out to lunch with my teenage son Adam at our favorite Mexican restaurant that we go to nearly every Sunday; as part of our routine we go to the same place and order the same items, then we take time to talk about the past week and I catch up on his Instagram postings. The entire staff knows us by name and even memorizes our order. Can you imagine how embarrassing it was when my card declined? Now this has happened to me fairly regularly, especially after an intense period of travel when I often find myself in as many as eight cities in 10 days; I’m sure they cannot imagine a real person travels that much. Being admittedly upset, I called my bank and I’m sure I sounded a little gruff and frustrated when I barked out, “Why did my card decline?” Yet, my service provider stayed on point. He maintained his pleasant attitude and tone of voice. He proceeded to calmly ask if I had taken out $500 at the ATM each day for the least three days, which I had not. My
card had been skimmed! All of the sudden I transformed back into the “VNP” mode and began thanking him profusely for looking out for me. As in this example, when we train our staff to stay on point, to rise above the negativity and to always make it their job to turn things around, our guests will have a better day that sets the tone for a better overall stay. They will be more likely to give us positive guest reviews and to make social media postings about us. Yet, this is also self-serving; when we bring out the best in others it also brings out the best in our own personalities. Come into work with a positive attitude, greet everyone you encounter warmly and sincerely, express empathy for and an understanding of what guests go through, and you will spend the vast majority of your day meeting nice, wonderful human beings we call guests.
Doug Kennedy www.hospitality9ja.com
“WHATEVER YOU DO FOR A LIVING, NEVER STOP LEARNING HOW TO GET BETTER AT DOING IT
The Need for Training
ecause customer service is the essence of hospitality, there is a need for learning new ways of doing things that put huge smiles of satisfaction on the faces of our highly esteemed guest. Every job in the hospitality industry ultimately aims for guest satisfaction. Without proper and continuous trainings, employee-guest encounters can go awry, affecting the guest experience. Training can be expensive, but the benets can outweigh the costs involved as they afford us new ways at getting better at what we do – guest satisfaction. Oftentimes in my hotel training sessions, I've been asked that simple yet ambiguous question: Why do we need continuous trainings? I give various answers to the questions as they arrive but the singular one that stands out of the lot is this:
Businesses are changing everyday due to life style and technology. In order to be relevant in the industry, one has to be aware of the changes that are taking place in the market. To service the changing needs of the business and guest calls for training of personnel regularly. The need for training becomes important due to various reasons, such as, changes in life style of the guests, to adopt to new technology, new recruitment, Promotions, Changes in standards of service, to improve productivity and effectiveness, to reduce costs, to improve sales and so on and so forth.
he need for training starts when there is discrepancy between the desired out-come of the results as against what really happens. Many a time these discrepancies are not mentioned by the guest themselves but should be identied by the managers. Examples of these are room cleanliness, time taken for check-in and check-out, time taken for room service delivery, etc. Based on these discrepancies, training objectives have to be established. These objectives have to be clearly dened, such as aiming at improving services or aiming at increasing effectiveness or aiming at improving productivity or aiming at reduction of costs or again aiming at changing the standards of service etc. 30
The Beneﬁt of staff training in Hotels can be seen as threepronged. 1
It is Benecial to the Employee as it increases the Job satisfaction and recognition, encourages selfdevelopment and self-condence, helps the employee become an effective problem solver and moves the employee closer to their personal goals.
It is Benecial to the Management as it aids in evaluating Employee performance, aids in sustaining Hotels Systems and Standard Operating Procedures, and also helps in identifying Employees for promotion and/or transfers.
It is Benecial to the Organization as it reduces accidents and safety violations, reduces wastage and costly employees' turnover, aids in organizational development and ultimately leads to improved protability.
he highly competitive environment in which businesses operate today requires a skillful workforce in every organization in order to remain a successful player in the competitive game of the industry. Staff training is a very essential part of any hotel's growth because it is a path for the management to know about their employees, it is a way to help employees to make best use of their own abilities, and it is a method to assist employees to become better professionals at what they do. Training shouldn't be occasionally, periodically or once in a while. It should be continually with different educational programs that will upgrade skills according to job positions. With the help of continuous staff training, business success is partly guaranteed. -Chibuisi Ogu
Nigeria Hotel & Tourism Investment
CONFERENCE REGISTER NOW! Venue: Oriental Hotel, Victoria Island, Lagos Date: 23rd - 24th Nov., 2016 Tel: +234 803 255 5668, +234 817 925 1955 Email: firstname.lastname@example.org www.nigeriahotelconference.com
JONEL J HOSPITALITY HC
Two days of intense networking opportunities
The most senior people in the industry from
the region all in one place at one time
Attendees come from all area of the industry
HOTEL CHAIN MANAGEMENT
and from across the world
An outstanding educational programme with
over 60 industry experts
FINANCIAL ADVISORS (REAL ESTATE)
Meet many solution providers during exhibition
Learn about new areas for business growth
Important decisions and industry announcements
will be made
Obtain valuable information from leading
GOVERNMENT TOURISM OFFICIALS
hoteliers, forecasters and economists
There is no other event that delivers what
NHTIC will! www.hospitality9ja.com
Olumo Rock Tourist Destination
lumo Rock is located in Abeokuta. It is historical with some interesting myths. Abeokuta is the capital of Ogun State in southwest Nigeria, located on the east bank of the Ogun River. Abeokuta means ‘under the rock’. The original inhabitants of Abeokuta were of the Egba people, who hid under the rock from 1830 to 1833 during intertribal wars in the 19th century. It is claimed that their suffering and wandering ended after the hideout under the rock. Olumo Rock became a tourist site in 1976, and since then has been one of the most visited tourist destination in West Africa. It stands at 137 metres above the sea level. ‘Olumo’ means God moulded. There are four stages climbing to the peak of the rock, the first stage having 122 steps. You can either go through the stairs or start climbing the rock from bottom to the top which is the ancient way of climbing and most interesting. 32
The first stage is the Panseke garden, where you get to see the Panseke tree whose trunk has a shape that is said to look like a human face, and the Dogonyaro tree which is medicinal. You can also see the cave where the Egbas hid out and others.
The ‘Tree of doggedness’ grows right out of the rock! It gets all of its nourishment from within and is said to survive any adversity.
This cave served as a formidable hideout for the inhabitants of Egbaland during wars. Hence, the name ‘Abeokuta’ meaning ‘under the rock.’ The view from the peak of the rock is quite fascinating and one can see the city of Abeokuta from a breathtaking viewpoint with some important places, one of which is the first church in Nigeria- Cathedral church of St. Peter built 1898. Also to see is the Baptist Boys High School, which was attended by prominent Nigerians like former president Olusegun Obasanjo and the late Fela Kuti. The ‘Panseke’ tree at the base of the Olumo Rock. The trunk is said to have contours that resembles the human facials with eyes, nose and mouth. Rock climbing is usually adventurous and fun, but also risky. My visit to Olumo Rock and experience climbing the rock was gratifying. I advice that you make Abeokuta your next getaway destination, because apart from visiting the Olumo Rock, climbing the rock, seeing the galleries and appreciating art, there are also interesting things to see in Abeokuta and a sophisticated accommodation to stay. Parkinn by Radisson Abeokuta is a recommended place to stay. It has a resort like feel, offering world class service, you sure can relax and sleep in a cosy bed and swim in a stylish pool after testing your wits climbing the rock. You can also visit the Ogun River which flows through four Nigerian states (Lagos, Ondo, Oyo, Osun) and flows directly into the Atlantic Ocean. Olumo Rock is a place to visit, not a story to be told but to be experienced.
This Iroko tree has been in existence for over 250 years and can be seen at the summit of the Olumo Rock.
A breathtaking view of the city www.hospitality9ja.com
The Art Gallery at the Olumo Rock Tourist Complex
The Historical and Cultural Gallery at the Olumo Rock Tourist Centre
Site of the oldest building in Abeokuta 34
World Destination Review | Hospitality9ja
ETHIOPIA TOURISM POTENTIAL
s a service sector, tourism can provide a large number of jobs, especially for women and young people. In the medium term, the Ethiopian Government aims at making tourism one of the leading sectors of its economy and one of the top-ď€ ve tourism destinations in Africa (Ministry of Culture and Tourism, MoCT). The increase in global tourist travel, especially from a number of emerging market economies with a growing middle class, together with growing interest in tourism in Africa certainly offer opportunities for Ethiopia. On the other hand, tourism is generally vulnerable to geopolitical disturbances and political insecurity in the region. Therefore, while the tourism industry can be an important element in the overall process of structural transformation, its development should be wellbalanced with that of the manufacturing sectors, in order to avoid over-reliance on foreign exchange income from tourism. In 2015, the tourism sector accounted for about 34 per cent of Ethiopia's exports of goods and services, for 4.2 per cent of its GDP and for 3.8 per cent of its formal employment. There is thus, already a relatively solid base for further scaling up tourism in Ethiopia. Ethiopia's tourism expansion efforts meet with favourable trends and dynamics in global tourism, and successful results have been obtained in this country in recent years. Further progress, as planned in the 2nd Ethiopia's Growth Transformation Plan (GTP II), will have to be achieved in a highly competitive environment at both the global and regional levels. This will require a great deal of private capital as well as substantial public expenditure for both investment (tourism infrastructure, facilities, new attractions, site preservation) and operational support. Beautiful tree in Lalibela, UNESCO protected Holy site created by Saint King, Ethiopia's Jerusalem Holy Centre
Beautiful tree in Lalibela, UNESCO protected Holy site created by Saint King, Ethiopia's Jerusalem Holy Centre
n recent years, Ethiopia has considerably increased its overall capacity to host foreign guests. According to data from the MoCT the number of rooms of hotels and similar establishments grew at an annual average rate of 8.5 percent between 2008 and 2013, and accommodation rooms of all kinds by 10.3 percent between 2009 and 2012. Today, there are over 595 hotels, with 19,998 rooms. However, it is important to recognize that it is not only the number of accommodations that matters, but also the extent to which these respond to the exigencies of travellers and to international quality standards. Moreover, the capacity to attract tourists to Ethiopia also depends on the availability of accommodation across the country; at present, two thirds of all star-designated hotels are in Addis-Ababa. After a modest attempt to streamline the granting of licenses to tour operators, the number of licensed tour operators in Ethiopia has risen to over 300, with about 2,500 employees. The quality of the services provided by these licensed operators is again at least equally as important as their number and some efforts there seem to still be expected.
World Destination Review | Hospitality9ja
s in other sectors, foreign direct investment (FDI) can make an important contribution to Ethiopia's capacity of providing tourist services, in terms of both quantity and quality. So far, FDI has made a smaller contribution to the expansion of the country's tourism industry than it has in the Ethiopian manufacturing sector. Up to date, only four international hotel chains are present in Ethiopia, and all these hotels are in Addis Ababa. Recently HILTON has planned to build another hotel of 190 rooms for 2018 in Awassa, Southern region major city located 285Km South of Addis Ababa.
Splendors of Ethiopian Empire, 17th Centurt, Gondar, Amhara Region, Northern Ethiopia
In terms of infrastructure needed for a well-functioning tourism, Ethiopia has made, and continues to make, rapid progress. Access to the country is ensured by air connection to the capital. But with about 20 regional airports, Ethiopia also has the highest density of domestic ď€‚ight network in Africa, and this makes air travel also by far the most convenient mode of tourist transport within the country, at affordable prices. Ethiopia has also made major advances in expanding its railway and road networks. The density of the latter has tripled in the thirteen years between 2000/01 and 2013/14, which is a great achievement by any measure. Moreover, the proportion of areas more than 5 km away from allweather roads declined from 64.1 percent in 2011/12 to 40.5 percent in 2013/14. Although theses infrastructures may not have been built primarily with a view of enhancing the tourism infrastructure, its contribution to the tourism industry expansion is undeniable.
thiopia's overall competitiveness as a tourist destination has improved in recent years. However, it continues to lag behind a good number of other countries, including in Africa. For example, in the Travel and Tourism Competitiveness Index of the World Economic Forum, which measures a country's readiness to attract tourists against 14 criteria, in 2015 Ethiopia only ranked 118th among the 141 countries included in Index(table 1). Nevertheless, the expansion of tourism in Ethiopia has been quite remarkable in recent years.
castles built by 3 generations of emperors in Gondar, former Ethiopia's capital. Gondar castle, Gondar, Ethiopia www.hospitality9ja.com
World Destination Review | Hospitality9ja
he rst Growth Transformation Plan (GTPI) had established ambitious targets for the tourism sector during the period 2010 – 2015. These were not fully attained, but to a much larger extent than the export targets set for the other prioritised sectors. Tourism arrivals were expected to more than double during this period, to reach one million in 2015. The gure for 2014 indicates 770,000 (table 2), an increase of more than the double compared to 2008, with tourist arrivals for holiday purposes registering an impressive growth (more than 170 per cent). This is also reected in the rapid increase in visits to Ethiopia's protected areas (World Bank 2012: 30-31). Compared to 2013, the number of visitors grew by 13%. As a result of a continued growth, total tourism arrivals are expected to be conrmed as close to reach 900,000 in 2015.
in the Travel and Tourism Competitiveness Index, 2009 and 2015 Ranking
Direction of change
Price Competitiveness in Travel and Tourism
Safety and Security
Air Transport Infrastructure
Affinity for Tourism / International Openness
Health and Hygiene
Policy Regulations / Business Environment
Prioritization of Travel and Tourism
Ground Transport Infrastructure
19 (out of 36)
22 (out of 31)
16 (out of 31)
15 (out of 24)
11 (out of 26)
12 (out of 19)
Overall ranking among African countries Overall ranking among sub-Saharan countries
Overall ranking among LDCs
European visitors have increased by 72 % between 2008 and 2014 while Americas (mainly USA) have even grown by as much as 160 %. These 2 markets undoubtedly represent the main target tourism markets for Ethiopia, with China also growing fast. Revenue from tourism has grown even faster than the number of tourist arrivals (table 2). In 2012, it amounted to US$ 1,980 million, 77 per cent more than in 2009, and it reached US$ 2,880 million in 2014, which is already surpassing the GTP I target for 2015.
Note: The number and composition of countries included in the ranking has changed between the two comparator years. For more information about the methodology, see the source. a) excl. South Africa Source: World Economic Forum, Travel and Tourism Competitiveness Index, 2009, 2015
Revenue from domestically provided services for foreign travellers, i.e. accommodation, restaurants, domestic passenger transport and other tourist services, rose by 85 per cent between 2009 and 2012 to US$ 607 million. Yet, more than two thirds of income from tourism in 2012 was generated by international inbound passenger transport, reecting the key role of the Ethiopian Airlines company in tourism development. Table 2:
Tourist arrivals and revenue, 2008 – 2014 2008
All arrivals (thousands)
East Asiaandthe Pacific
Holidays / leisure
Other personal purposes Business and professional
Revenue (US$ million) by type: Travel
Source : UNWTO, e-library, November 2015
he work of the World Bank in its Ethiopian Sustainable Tourism Development Project (ESTDP Feb 2010- Dec 2015) should be commended for offering for the rst time a holistic development approach including roads construction, destination/site development, capacity building of tourism actors, visitors' service enhancement, product development, and marketing. All those known bottlenecks have been attempted to be addressed in three prime tourist destinations, namely Axum, Lalibela, and Addis Ababa, with the possibility of developing other secondary destinations in the country. More and better education and training will be necessary to improve the level of hospitality services and make sure that there is availability of manpower for the new investments to come, both in quantity and quality. (continued overleaf)
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Some exchange programmes with European/American universities, exposing the young professionals to foreign experiences and bringing some international expertise will certainly be key in that respect. Qualied by Ethiopian tourism actors as hopeful moves, two new tourism entities the Tourism Transformation Council (ETTC) and the Ethiopian Tourism Organisation (ETO) (see below) –were recently created and charged specically of addressing those issues of education and training, in addition to product development, strengthening of existing attractions and development of new ones (especially for families), marketing, and the effectiveness of collaboration among tourism actors, with sizeable challenges for 2016 and beyond. Ethiopia's election for the World's Best Tourism Destination Award 2015 by the European Council for Tourism and Trade represents however a major success for the Ethiopian government in its effort to promote the country. The choice of Ethiopia suggests that the country's potential for tourism, while in competition with other countries, is increasingly being recognized internationally. Investment in star-designated hotels (including resort hotels), motels, lodges and restaurants and tour operations is open for foreign investors (regulation 270/2012). However, FDI in the tourism sector does not enjoy the same advantages as in other sectors. There is an import-duty exemption for imports of capital goods and spare parts (with a value of up to 15% of the value of the initially imported capital goods), but this exemption is granted for a maximum of ve years, whereas there is no such time limit for investments in manufacturing and agriculture. Moreover, for hospitality establishments, including star-designated hotels and establishments in remote and protected areas, there is no temporary exemption from corporate income tax. This exemption would however be a much desired incentive to boost quality hotel development and increase tourist attraction in those naturally and culturally endowed regions. 40
By mid-2015 there were 5322 licensed hotel and restaurant projects, of which around 5 percent were FDI projects. Of these licensed projects 823 (or 9.8%) were in the process of implementation or already fully implemented. Among these, the share of FDI is considerably higher (20.5 per cent), suggesting that, for various reasons, foreign investors are more effective in implementing their projects than potential domestic investors. The Ethiopian Tourism Transformation Council (ETTC) and its secretariat, the Ethiopian Tourism Organization (ETO) were established in March 2014 to provide strategic support to the tourism sector through capacity building on destination management and product development. The ETTC reports directly to the Prime Minister. Their tasks also include to identify and close pressing value-chain gaps, while working closely and jointly with the private sector and the international tourism community. In the past, coordination among different stakeholders in the Ethiopian tourism sector has been less than optimal. For example, local governments from different regions have been quarrelling over the settlement of communities in national parks and the use of the parks; tour guides accompanying tourists from Addis Ababa to the regions enter into disagreements with local tour guides as to who is legitimate to show tourists around; and the church has taken decisions of great interest for tourism, such as fees for visiting church heritages, without proper consultation with other stakeholders. Over time, the activities of the ETTC and its supportive bodies may lead to improvements of coordination among the different actors in Ethiopian tourism. Fifteen professional and trade associations engaged in tourism do also conduct regular consultative meetings through the coordination of the MoCT. In addition to the policies contained in that 2009 document, it would also be advisable to elaborate and put in place a public policy for the redistribution of tourism revenues to ensure sites preservation and conservation.
Tourism ambitions and planning
he Second Growth and Transformation Plan (GTP II, 20162020) projects that by 2020 Ethiopia will collect 6 billion USD from 2.1 million tourists for tourism to reach 5% contribution to the GDP. With the Ethiopian government now throwing its full weight behind tourism, the plan indicates the will to make Ethiopia a top ve tourist destination in Africa by 2020, starting from a current position beyond the top ten behind strong leaders like Morocco, South Africa, and Egypt. Now, according to the top ten African destination rankings issued by the UNWTO in 2013, the fth place was occupied by Algeria with 2.7 million arrivals. Hence, Ethiopia's ambition to reach the fth position in ve years from now looks quite challenging, with an aimed number of arrivals that is still 600,000 below the achievement of the fth ranked country in 2013. The ETO has also been setting targets in GTP II with regards to destination management, marketing, and capacity building for tourism services. As a result, 20,000 people who indirectly or directly give services to tourists in governmental, non-governmental and private sector organisations are expected to be trained over the next ve years. The ETO also plans to upgrade 15 destinations to world-class standards and to promote the Ethiopian National Tourism Brand to 250 million people, using all promotional mixes and outlets. To spearhead the GTP II, the Ethiopian Sustainable Tourism Master Plan (STMP) aims to establish a national framework for sustainable tourism development with a view to contributing to socio-economic development and poverty alleviation. The STMP therefore sets out 10 Strategic Pillars, priority projects, and activities in a long-term i mp lem ent at io n fr am ewor k cov ering 2015–2025, for a total budget of ETB 5,3 billion (Ethiopian Birr), which roughly corresponds to USD 250 M.
re you an Oyinbo (foreigner) coming into Nigeria for the first time and are amazed at the twist we give our locally spoken English? Or perhaps you are looking to learn a thing or two about the way we communicate informally in and around? Here is your resource point for learning our Pidgin… welcome to 9ja (welcome to Nigeria).
Wikipedia defines Pidgin as ‘…a grammatically simplified means of communication that develops between two or more groups that do not have a language in common.’ The Nigerian ‘Pidgin’ or ‘Brokin’ English is by far the most widely spoken of any form of communication in the country preceding the official lingua franca- English, although it remains unofficial. It gradually evolved as means of internal and external communication from pre-colonial times, some of its words resultant from the Portuguese arrival on Nigerian shores (for example, the word ‘sabi’ from the Portuguese word ‘saber’ both signifying ‘to know’). Below are some sentences and phrases from our beloved 9Ja Pidgin:
Hey / How is it going? / What’s the update?
How u dey?
How are you?
I dey fine
I am fine
Wetin be your name?
What is your name?
Wia you come from?
Where are you from?
Wetin dey happen?
What is happening?
Wia you dey go?
Where are you going?
Wetin bring you come?
What brings you?
It’s a fraud
Come and eat
I dey come
Please. Stretched for emphasis, reprove
No be so
It’s not like that
PIDGIN NIGERIA’S unofficial Lingua Franca
! ? Y E D WETIN www.hospitality9ja.com
Hospitality “Little Things Mean A LOT” O When It Comes To
Speed dial buttons on the guest room
phones are programmed to actually dial the departments that match the labels.
Bar menus offer appealing non-alcoholic drinks beyond just soda and coffee for the designated driver or for those in recovery. Bellstaff offer to assist with luggage by asking “May I show you to your room?” instead of treating guests like weaklings and saying “Did you need help with your luggage?”
f all of the slogans used by hotel Housekeepers also check to make companies over the years, for sure the alarm clock is not set from the me the most pithy has to be the previous guest's stay, which could one that Sheraton used in its pre-Starwood otherwise result in an unwanted early days: “At Sheraton, little things mean a lot.” morning alarm. When it comes to success in the hotel and When asked for extra coffee packets, lodging industry, it truly is the smallest housekeepers also automatically bring details that make the biggest differences. As up fresh coffee cups and condiments. my frequent readers know, I often write Front ofce colleagues are able to about what I call the “vanillaization” of the offer travel tips such as the best routes physical hotel experience as brands copy- for avoiding trafc and realistic travel cat each other in the race to add the latest, times to major points of interest, niftiest new features and amenities. Yet factoring in construction delays. one aspect of a hotel stay that remains as a true differentiator is a pro-active attention Colleagues who can recommend to the smallest details of guests' stays. When it comes to success in
the hotel and lodging industry, it truly is the smallest details that make the biggest differences
While reading classical historical ction recently, I came upon what was for me a new word: Punctilious. When I pressed the word on the screen of my Kindle Fire, the rst denition that came up online was: “Showing great attention to detail or correct behaviour.” Right away I knew this was the perfect word for my vision of the ideal hotel that thinks of everything. For me, here are some of the characteristics of a truly punctilious hotel where “little things mean a lot” when it comes to increasing loyalty and fostering a positive online reputation. A hotel where: Web designers make the street address easy to nd on the mobile version of a hotel website (for GPS purposes) along with the direct, local phone number. An updated TV channel guide is easily found in the room. Housekeepers check to make sure that the TV remote is working and that the batteries are not dead. 42
with condence the local restaurants, shopping and attractions instead of simply providing a list. A late checkout can be extended in advance before guests retire after a late night out, even if for an extra fee. Guest rooms feature plenty of electrical outlets, or if the hotel is older, where power strips are made available. Table tents offer special amenities that guests really need these days, even if offered at an extra cost, such as universal phone and laptop chargers, contact lens cases and solution, distilled water for those who use CPAP breathing machines, and ear plugs for the spouses of those who do not but should!
Waitstaff who say “What did you think of your entrée?” and not just say “How was it, good?” or “Still working on that?”
Host or hostesses that greet patrons dining alone with “Welcome! Are you ready to be seated?” instead of reminding them of their loneliness by saying “Just one???” Signage is easy to follow helps guests nd their way to their rooms and around the hotel. Ice machines are well maintained and working. Airport vans are large enough to accommodate the actual numbers of guests who rely on the service. By focussing on the “little things” such as these and embracing a culture of continuous improvement, your hotel will be assured of always being successful even when a newer one opens nearby.
Female smiles are appealing to heterosexual males, increasing physical attractiveness and enhancing sex appeal. However, recent research indicates a manâ€™s smile may or may not be most effective in attracting heterosexual women and that facial expressions such as pride or even shame might be more effective
Sexy F 44
GET SOCIAL WITH HER Instagram: clarackronborg Twitter: clarackronborg Snapchat: clarackronborg www.clarackronborg.com firstname.lastname@example.org
Wellness | Hospitality9ja
exytyou is one of the numerous ventures of Clara Chizoba Kronborg, CEO and owner of the company CCK VENTURES Denmark. She has been into healthy lifestyle ever since she was a teenager, In her words” I grew up seeing my mum & her sister struggle with their weight”, that made me start being cautious of what goes into my body. She took her time in building the discipline on meals and exercise. And after nding her balance and the knowledge of what works for her body, she decided to expand her knowledge on Nutrition and tness, then she studied further and became a certied personal trainer and member of International Sports Sciences Association(ISSA) California. Her zeal to extend her knowledge and guide others through tness & healthy lifestyle keeps growing which
lead her to start sexy t you. She has been working endlessly to make it easier for people to follow the tness/healthy lifestyle even to the size of their pocket through her website sexytyou.com, youtube channel, social medias and her upcoming book “ GUIDE TO SEXYFITYOU”. At the same time, she intend to make women understand that you can stay sexy t you without going crazy on diet and miss your favorite meals. In her words,'' you eat everything but nothing, all in little portion and stay active, that's the secret ''. Sexy t you is not a tness weight lose or muscles program like the conventional but is more like a lifestyle that
stands to encourage people especially women in being more active(exercise), eating clean, loving themselves by feeling sexy in the shape they desire, being t in that shape, while being themselves (you), not changing their personality in the course. She explained further, we all can stay more active with our daily activities, for example; instead of driving 2km distance, walk. Instead of using the elevator, climb the stairs & etc. She asked, Do you know that breakfast is your best meal for the day? Do you know that you can eat 5times a day and still maintain your desired shape/size while you still keep your metabolism at its balance? Well, One should know that a healthy metabolism needs many nutrients to function properly, In other words, the type of food eaten can inuence your metabolism, it can either be burned to liberate energy, converted into body weight, or it can be excreted. for example; weekly meal prep is a good way to learn your nutrient intake, also food substitutes and food measurement is a good way to avoid excess fatty meals( e.g
You eat everything but nothing, all in little portion and stay active, that’s the secret!
brown rice for white rice, home baked wheat/ banana bread for white bread)etc. She said, “in my upcoming book, I have every step covered'', But Let me explain a little bit of how one gains self-love /self condence by being sexytyou. First, as you stand this journey, you already know your mission which is why you intend to live a healthy lifestyle, it could be because of your health, to maintain a certain shape or size and even to be more energetic. Secondly, at the process, you realize your goal because you start seeing results and then it leads you nally to being discipline to maintain your goal (learning to say yes or no according to necessity).
and the hunger it strives for. At that point, you start to feel this light that comes from within, which is unexplainable and can only be known when tried. That feeling you feel when you see results, that discipline you build at the process of maintaining your achieved goal and you mirror reection are great boost to ones self love&self-condence effortlessly.
You become your own motivation because you are in charge of your own body
Travel | Hospitality9ja
016 Travel Trends
As a brand new year begins, it's interesting to take some time and reflect upon some of the emerging trends we can see in consumer behaviors when it comes to travel.
Seek New Experiences According to Trip Advisor's latest Trip Barometer study, travelers are more than ever keen to discover new destinations, try new modes of transportation and live new experiences. In fact, 69% of respondents said they wanted to experiment something new, 20% will go on a cruise, 17% want to try solo travel while 15% will try some adventure travel in 2016.
ll-inclusive cruises are all the rage now, according to Cruise Compete, this represents a great opportunity for brands who invest in renewing their offer, products and services, and can thus on bank on novelty and innovation as a differentiator.
Spend More Is it because recent tragedies and events make us realize how fragile life is? Or perhaps because we work more than ever, taking less vacations than we are entitled to? Nevertheless, there is a growing sense of consumers wanting to travel more, and spend more doing so, because “we are worth it”. In fact, according to the most recent Trip Barometer, 49% of travelers intending to spend more in 2016 say they will do so because they or their family deserve it. In fact, 31% of them will up their travel budgets because they feel it is important for their health and wellbeing. Travel budgets set to increase in 2016 due to an overall sense of merit Heck, I agree: that's why I am going to Cuba next week!
Culture & Special Offers Movies and TV have been key drivers in destination tourism marketing for the past years. Just think of the impact of the Lord the Rings trilogy on travel to New Zealand, fans of Amelie Poulain or perhaps readers of the Da Vinci Code heading to Paris, to take only two examples from recent years. In 2016, 47% of respondents to the most recent Trip Barometer study said they would choose a destination because of its people and culture. And for many people – one in ve respondents, in fact – the information or inspiration about a destination will come from a TV show. This is particularly true for Australians and continental Europeans.
Collaborative Travel Goes Mainstream It seems like we've been talking about Airbnb forever, but we tend to forget the company is not even 1o years old – in fact, it
Travel | Hospitality9ja
was founded back in 2008. There is still a lot of people out there who have never used it. But since it is now valued at $25 billion by industry experts, we can expect more brand awareness beyond the U.S. and European hubs where's it well known right now. Same goes with Home Away, perhaps the biggest player in the vacation rental landscape, that was recently scooped up by Expedia for a mere $3.9 billion.
n the transportation front, Über is now said to be worth more than $40 billion, but we shouldn't discount the others: Lyft, Blablacar and various local startups that are disrupting the status quo and getting more people to jump onboard and try these new services. Same can be said about greeters, eating with locals or guiding services like Vayable. What was seen a a novelty back in 2012 or 2013 is now gaining critical mass. Expect 2016 to be a turning point, for better or for worse.
Online Reputation Online reputation management is still apparently the biggest area of investment for hoteliers worldwide, as 93% of them saying it is important for the future of their business. But online reputation is not just for hoteliers, even though 77% of Trip Advisor users say they consult the platform to research and validate their choice of accommodations. In fact, 50% of Trip Advisor users research restaurants while 44% use it to search or validate their choice in attractions, things to see or do at a destination. And these stats vary per country, for example in Italy it's as much as 74% of users that actually go to TripAdvisor to research restaurants!
And then there are recent talks of Über developing meta-search capabilities, and moving into the travel booking business. Fact or ction? This one will be another interesting development to follow…
Rising Room Rates The hotel world has seen incredible ux in 2015, with Intercontinental acquiring Kimpton Hotels, then Marriott Hotels acquiring Starwood Hotels and nally AccorHotels buying Fairmont, Rafes and Swissotels. Will bigger brands necessarily mean better services? Perhaps, but with the record-breaking demand for rooms in most urban cities across North America and occupancy levels reaching new highs, expect also higher ADR (average daily rate) and improving RevPAR (Revenue Per Average Room).
ot everyone agrees on this trend lasting throughout 2016, though. There is an explosion of new hotels under construction, which will impact the inventory of available rooms on the market, not to mention all the “new” rooms and apartments ooding the marketing from collaborative platforms (see point #3 above). And with the US dollar staying to strong, could American travelers choose to go abroad rather than stay at home, experimenting something new (see point #1 above)?
Thus, we can expect another challenging year where travel brands should invest in properly managing their presence on social media and user-generated review sites such as TripAdvisor, Yelp or Zomato.
Source Frederic Gonzalo Senior Marketing and Communications expert & Speaker with more than 20 years of expertise in the travel and hospitality industry.
Oniru Private Beach, Lagos. Horseback beach ride experience is fun and exciting. The most interesting aspect is that it stimulates psychological feelings positively.
TOURISM PRODUCTS & SERVICES • All-terrain vehicles • Adventure education • Bungee jumping • ATV riding • Bobsleigh • Caving • Cycling tours/mountain biking • ecotourism • Guided walk • Horse riding • Mountain recreation • Quad biking • Village and agricultural tours • Bird watching • School visits • Hair braiding • Drumming and dance • Sharing meals with family • Farming • Domestication of animals • Blacksmiths • Story telling • Bush craft • Guided walk to look at plants and their medicinal values
• Language classes • Water rafting • Water diving • Fishing • Kayaking • Wing surfing • River boating • Water tubing • Ballooning • Scenic flight • Parachuting • Art and craft • Nightlife entertainment • Catering services • Accommodations such as bed & breakfast, camp stead, apartments, guest houses • Provision of rental accommodation • Provision of rental vehicles, boats and bikes • Establishment of casinos • Visit to craft workers • Village settlement • Vernacular architecture • Visit to local markets • History tours
Fishing gives a feeling of freedom to be part of the ecosystem www.hospitality9ja.com
Talking about loving self, “Love you more” we’re often told. But what does that mean? What exactly, does it feel like? Does it mean spending the day in bed, or going out & getting some exercise? Does it mean eating a bowl of chocolate ice-cream, or eating a salad instead? Well, it can be all of these things. The root of radical self love is in listening to your intuition, trusting it & learning to hear what your body is telling you it needs. Let us not mistake self-love; First, let us dispel some myths about what it means to love you. Self-love is not about being arrogant or egotistical. It is not about comparing yourself to others to determine if you are good enough. It is not about always putting yourself first at the expense of others. It is not about always getting your way. It is not about always winning. It is not about ‘only looking after number one’. To love yourself is to be in awe of the miracle of your existence. It is to accept yourself as you are - the “light” parts and the “dark”, the “good” and the “bad” - while knowing that the real you is above the perceived dualities of the physical realm. It is to be willing to receive as much as you are willing to give and do both equally. It is about knowing your values and your boundaries and honoring them. It is about teaching others how to treat you by showing them how you treat yourself. It is about being kind to yourself. It is about looking after your mind, your body and your spirit; all three. It is about knowing that you are worth it, not because of what you have achieved or what you look like or what others think of you, but because love is your birthright no matter what and because you are beautiful just as you are. -Clara Chizoba Kronborg
EXCLUSIVE INTERVIEW with President of WHITE HOUSE HOTELS, Lagos.
Dr. Austine Eruotor
ospitality9ja’s first interview chat with the owner of a renowned indigenous hotel brand in Nigeria. In this interview with Dr Austine Eruotor, President of The White House Hotels, you will learn about the possible challenges, owning or managing a hotel and also reasons why Nigeria is a tourist destination and also a place with loads of investment opportunities. We the team of hospitality9ja appreciate the patriotic Nigerian, Dr Austine Eruotor for taking out time from his busy schedule to grant us this section: We understand you have two Hotels? Yes, both in Ikeja, the first which is the oldest in Toyin Street, while the newest in GRA Ikeja. When did you open your first hotel? 2004. The second one in G.R.A. was launched five years later. Can you tell us how business has been so far? We thank God. Business has been very good. But recently we’re doing averagely as the economy situation of the country is affecting our business and the Government is yet to implement the 2016 budget.
needs to have a memorable stay. Guest satisfaction is always our priority. Since you have been in the Hospitality business, have you ever contributed to the growth of the society? Yes.
Apart of the current economy situation of the country, what are your challenges so far? There are lot of challenges, but the major one is spending so much on purchasing diesel. Nigeria has power issues from time to time. Power is key in making guests comfortable. The second is providing security, if you look around you will find mobile police men, this is to keep our guests secured. These are numerous challenges as we spend so much on them due to the situation of the country.
What and how have you contributed? Through Youth empowerment. Over the years, we have supported the Nigerian youths in the entertainment Industry. We started as an entertainment outfit before branching into Hotels and encouraged artist like Tu-face, Rugged man, Timaya, Wande coal and so many others, as a matter of fact, D-banj launched his first ever album in White House Hotel. In the past, as an entertainment outfit, we organized a show Rock the Mic, where artist showcase their talents by performing and earning support, financially and otherwise.
Despite the challenges, do you guarantee guest’s 24 hours power supply? Yes, we ensure there is always power, we offer guest satisfaction, by providing all their
What is the most interesting aspect of being part of the hospitality Industry? The social aspect, meeting people, making connections, which helps generate business leads and help business grow and learning
from these people. Do you have plans for expansion? Definitely Yes. There is always need for collaboration and growth. Do you think they are opportunities for foreign investors? Nigerian tourism is a big sector yet untapped. So yes, I think there are loads of opportunities for investors. For example the Caribbean Islands, St. Lucia and others have same climate as Nigeria and their major revenue is from tourism, Nigeria has lots of tourism potentials, yet to be discovered. As a well travelled business man, what makes Nigeria different from other countries you’ve been? Nigerians are unique and very happy people, most hospitable and friendly. Nigeria is one of a kind, a place to be and I urge anyone who hasn’t been here to come and see. Nigeria is a relatively safe country, as every country has its challenges.
PREST LUNCH &
o you need to get away from the busy blare of the city life called Lagos, even for a little while? The Prest Cruise offers a getaway to those who seek a refreshing solace and a moment of calm release, on a cruise along the Lagos waters, as you let the humid sea breeze cascade around and through your entire body, taking all the stress and weariness away. With soothing music and delicious meals, you are sure to have a swell sail.
PREST LUNCH AND DINNER CRUISE 1c Admiralty Road, off Admiralty Way, Lekki Phase 1, Lagos. www.prestcruise.com 56
Dine and Sail!
LAKE HEIGHTS HOTEL, ENTEBBE Beautifully designed hotel which offers 33 luxury rooms, with all necessary facilities that can make you comfortable.
Enjoy cocktails in the cool evening overlooking Lake Victoria.
Lake Heights Hotel Plot 13, Church Road, Entebbe, Uganda. For reservations, call: +256 312 208 000. Email: email@example.com 58
KHS Kella Hospitality Solutions
KHS is a Hotel Marketing Agency which provides communication marketing collateral for the purpose of increasing visibility for boosting their ROI. Our mission is to assist hotels in redefining a brand image, optimizing occupancy and increase revenue.
www.kellahospitalitysolutions.com Call or write to us on how we can assist you: Tel: +2348126686200 Mail: firstname.lastname@example.org, email@example.com
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Nigeria Hotel & Tourism Investment
CONFERENCE 2015 In Retrospect
he NHTIC is a remarkable annual conference holding in Nigeria. It is driven towards providing an enabling platform for professional like minds to network, share ideas and thoughts on hospitality trends, opportunities and investment benefits. Key discussions border on hotels, resorts, related real estate projects including shared ownerships, overall leisure and tourism development projects in Nigeria and areas of influence in the West African sub region. In November 2015, the conference hosted hospitality big wigs like Trevor Ward, Andrew McLachlan, and Michael Cooper alongside personalities of influence: Laura Alakija, Charles Nduka, Chief Olu Alabi, Mazi Sam Ohiabunwa to mention a few . It was an exhilarating experience for attendees who had the chance to rub minds on topics of interest, forge stronger alliances on business and extracurricular grounds. This year the NHTIC will be doing it bigger and better at the Oriental Hotel. Dated for November 23rd – 24th 2016, we avail hospitality practitioners, investors and enthusiasts an equally rare opportunity to parlay once again. Join us. www.hospitality9ja.com
Checking Out? PLEASE give me
s the old axiom goes, “The worst complaint is the one that is never mentioned.” That's why in my hospitality training workshops I always try to shift the paradigm of my participants into seeing guest complaints as second chance opportunities. As I often say, we should encourage guests to voice their concerns and celebrate negative feedback. Better that a guest shares their issues and complaints with us while they are in-house rather than waiting until they leave and going online to post a negative guest review. Of course all hotel managers would prefer that a guest bring a service gap issue to our attention when it happens. However, despite all the table tent signage that has been placed in guests' rooms to encourage them to notify a staff member if service falls short, very often they do not do so. As a result the best time to solicit guest feedback is during the check-out process. While many guests these days use express check-out, there are still plenty that stop by the front desk for their zero balance receipt, to turn in their key, or to ask for assistance with luggage storage or transportation. This is the perfect time to try to get to the guest's “but.” (Please note the spelling!) 60
The rst step to getting the “but” is to truly let the guest know you care by demonstrating empathy. In other words, rather than just indifferently saying in passing “How was your stay, good?” take time to let guests know you sincerely care. Part of this is training your front desk colleagues to use the proper phraseology and an open-ended question such as: “So tell me, how was your stay with us?” However the most important part is to convey sincerity with body language and eye contact so they understand that you really want to know. If they know you truly care, most guests will give you their “but”; they will start by saying something positive, then point out one shortcoming. Typically they will say something like “Overall, everything was really great, but…” and follow with an issue or concern, then end their commentary on positive note by saying “Other than that, we had a wonderful stay.” In this scenario, most guests' “buts” are small and relatively inconsequential, so the response should be to thank the guest for bringing it to our attention, assure them that we will address it in the future, and wish them a fond farewell. However, if the guest has a bigger “but” to share, be sure to also so empathy and understanding to the above. Validate their concern by also saying, “I can imagine that was an inconvenience for you and I apologize that we fell short of your expectation.” So when you have your next front desk meeting, remind your staff that the next time they encounter a guest at departure, be sure to go for the “but.” Doug Kennedy
Hospitality9ja Nigeriaâ€™s 1st hospitality magazine
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