Are your staff holding back your hotel’s potential, or are they your secret weapon to soaring profits?In the competitive Nigerian and West African hospitality scene of 2025, exceptional service is no longer a luxury—it’s a necessity. But great service doesn’t magically appear; it’s cultivated through effective staff management. One key area is **investing in micro-learning**. Forget lengthy, boring training sessions. Short, focused modules on specific skills (e.g., handling difficult customers, upselling techniques for specific menu items, using the latest POS system) delivered via mobile devices are proving incredibly effective. Staff can learn on the go, and the knowledge sticks better.
Another powerful strategy is **creating a culture of recognition and reward**. Nigerians respond well to positive reinforcement. Implement a system where outstanding performance is publicly acknowledged and rewarded – perhaps a ‘Employee of the Month’ award with a bonus, or even smaller, more frequent rewards like gift certificates to local restaurants or entertainment venues (think Genesis Cinemas or Terra Kulture). Gamification – turning tasks into games with points and rewards – is also gaining traction. Imagine a contest for the most five-star reviews collected in a week!
**Empower your staff to make decisions**. Micromanagement stifles creativity and demotivates employees. Give them the authority to resolve minor issues without constantly seeking approval from supervisors. This not only improves efficiency but also fosters a sense of ownership and responsibility. Train them well on your hotel’s policies and values, and then trust them to act in the best interests of the guests and the business. Think about the positive impact of a receptionist being empowered to offer a complimentary breakfast to a guest whose room wasn’t ready on time, or a waiter empowered to offer a discount to a loyal customer who experienced a minor issue during their meal.
Finally, **prioritize mental wellbeing**. The hospitality industry can be stressful. Encourage breaks, offer wellness programs (perhaps partnering with a local yoga instructor or offering subsidized gym memberships), and create a supportive environment where staff feel comfortable discussing challenges. Burnout leads to decreased productivity and high turnover. A healthy, happy team is a productive team. Remember, places like The George Hotel’s rooftop bar thrive not just because of the views, but because of the attentive and friendly staff. Investing in your employees’ wellbeing directly impacts the guest experience and, ultimately, your bottom line. Click the link below to subscribe to our blog for more informative tips and information like these. http://hotelsandplacesng.com/subscribe
