PRIMITIVE ECONOMICS

My mother, when alive had this funny approach to economics. She was of the opinion that government should not allow any individual to have more money than morality and basic life amenities demand. And when I explained the concept of capitalism to her, she debunked it as inequality that breeds all manner of social vices. That was when Abiola was a big deal; I wonder what she would say now with Dangote owing practically the nation. And Bill Gates half of the world.

She had a solution. Government should on the basis of census print enough money to go round every adult to ensure inequality bridging. Again, my explanation of dynamics of inflation was similarly challenged by her. She wondered why same amount of money distributed evenly will create inflation while same amount of money in an individual hand will not be a catalyst for inflation! Sadly, she had since gone to be with the Lord but her school of thought intrigues me still.

From room rates to bed types, there will always be inequalities in the industry. Hotel classification is the industry’s practitioners attempt at segregating hotels to identifiable types using' star's as means of identification. In recent past, it was limited to 5 stars and 1 star as baseline.

The emergence of some jaw dropping properties in the Middle East and far Asia has however push up stars classification, with some hotels going as far as seven stars.
Hotel classification is not rocket science even rocket science has been simplified on goggle.

Classification is done based on available service, size or number of rooms, infrastructures, number of restaurants and bars, availability of spa and recreational facilities and hardly on locations. For example, as a symbol of modern Dubai, the Burj Al Arab stands arrogantly with the rest of the world in awe. You have to be. With nine world class restaurants and bars, 202 luxurious duplex suites, personalised butler service, four swimming pools (two outdoor and two indoor), a private beach, helicopter and Rolls Royce airport transfer service. It is simply breathtaking and star sapping!

Put this side by side with any Nigerian hotel and tell me how you will classify them. In all fairness, there may be no basis for comparison as far as structures go but we should be able to compete in terms of service delivery.

With such facilities, I guess my mum would have opted for the Burj Al Arab at the expense of her treatise on inequality. Honestly.

SUMMER VACATIONS

SUMMER VACATIONS

Holiday is that harmonious moment that you escape from all work and familiar comfort zone for sometime doing absolutely nothing than enjoying yourself.

This of course is a difficult task for an average black person; we simply are not wired to unwind. The insignificant percentages of Nigerians that go on vacation do so without the right mindset and without planning. The Yorubas for example will pack their bags full of local foodstuff, jump in an airplane and off to London. And they don’t do this quietly; photographs must be taken at the airport, in the plane, in Trafalgar square and posted on social media.

The Ibos are far more adventurous with America as their destination; they travel light when leaving Nigeria, do not have time for photographs but will always come back with 22 suitcases of items bought on sales to re-sell.
This may appear to be an overgeneralization of vacation pattern of randomly selected groups of Nigerians but you will agree with me that it will suffice as a platform for today’s discussion.

Since we hardly plan for anything and our general disposition to life is to sway to nature’s dictates, we also are found wanting in organizing our holidays. The second hurdle towards having holiday is our hindered access to disposable income. In a country where per capital income is virtually non-existing, vacation or holidays ridiculously appear as a luxury. Thirdly, our mindset is that we cannot be still for a moment as our primitive belief is anchored on ‘hard work’.

Vacation by above definition must not necessarily be spent abroad. Of what use is a vacation that you have to share room with your relations in a two bedroom flat at Peckham? Or hustling the streets of Maryland (not in Ikeja) looking for shops that are doing sales. If you are still trapped in a familiar environment or your mind is on how much you are losing from your absence from work, then you are simply not on vacation.

Planning for vacation will help you prepare financially for the trip in the sense that you will be able to pick out where you are going in advance, how you are going to get there and choice of location will be determined by your interest. And above all, save towards it.

For those who cannot afford overseas trips, keep a smile on your face as the following tourists attractions exist in our beloved country that you can take advantage of without worrying sick about school fees after summer vacation. Contact us.

TRAVELS & TOURS

Travels and tours are veritable arm of the hospitality industry but have been maligned over time and relegated to the background. Not minding the fact that this was not on my mind when I left Lagos on Friday for my nephew's wedding in Akure, it is vital we spend some time in evaluating the pathway to the hospitality industry. By 2pm I was already at Berger enroute my destination, when I checked my dashboard clock some few meters after the redemption camp gate it was 6:15pm! You can do the summation of the unproductive hours spent in the convention inspired human and vehicular traffic.

The logical route to Akure would have been through Ibadan and Ilesha, but we were told that the Osun State border has been sealed off because of the gubernatorial election. So we detoured at Sagamu and took on the infamous Benin-Ore road. Travelling on that road at daytime is risky enough; embarking on such trip at night and on that treacherous road is suicidal. From the deplorable condition of the road to the presence of heavy duty trucks, they all contributed to making the journey a harrowing experience. By 11:15pm, when we finally arrived at Akure, the car’s suspension and train system was already on edge.

For a country that has been spending resources in attracting foreign investors and have a non-committed policy towards developing the hospitality industry, our preparation to host the expected foreign investors appear inadequate. Without a good road network and a set standard in the industry, we seem to have put the cart before the horse in our attempt to market our tourist attractions, expose the hotel industry to massive fund injection and technical expertise. Under the above mentioned appalling conditions, it will be a herculean task convincing the outside world of our seriousness towards social and infrastructural developments.

Awareness of our tourists’ attractions spread all over the country from Ikogosi cold and warm spring fountain to the Obudu cattle ranch is very low. So also is our interest in visiting these sites. Travels and tours within the country in comparison to our foreign pleasure trips stand at a 20:80 ratio. And this is due more to the state of our infrastructure than any patriotic zeal. The hotels in the country have not fared any better, as discrepancy in service delivery standards across hotels is quite noticeable. In the civilized world, service delivery in hotels is almost the same and where you will notice difference will be in terms of infrastructure and amenities which is proportionally tied to rates and hotel classification.

On a last note, we must rid our society of spiritual slavery, physical developmental abuse and overbearing governmental insensitivities. Until then.

……..before Ebola checks in!

Almost all Nigerians are now authorities on the deadly Ebola disease that flew into town some weeks ago. There is actually nothing to add in terms of information that an average Nigerian does not know. The bitter kola treatment has even gone viral on social network. Panic stricken but understandably, the Lagos State Government has sent delegation headed by the commissioner of health to the Synagogue Church to ‘enlighten’ the set man of the consequences of bringing in foreigners to the country. This is not gospel, guess the delegate will branch other churches on their way back to the secretariat from their ‘crusade’ trip. This sounds like the case of leaving leprosy to treat ringworm.

While the government is on wild goose chase, its important the hospitality industry is laser focused on proactive efforts. This piece will not treat the Ebola issue as a disease but as syndrome, since the industry does not have the capacity or knowledge of treatment. The industry however reserves the right to protect every single guest that steps in. Hotels cannot subject guests to a comprehensive test that will determine their symptomatic status, but it can discourage infected people from gaining access to a public place like the hotel.

This period of course will test the integrity profile of many hotels; as conformity with health and safety regulations will come to play. Ebola disease is reputed to be the most contagious disease ever known as even an infected corpse is still deadlier than a living carrier.  No aspect of the hotel services can be left to chance, hope or prayer! All hands must not only be on deck, all statutory health regulations must be adhered to and certificates confirming compliance conspicuously displayed. In assuring the guests of our care to their well being, all staff and not just those that work in guest contact areas must be subjected to tests and clearance. Since Ebola has deceiving symptoms like malaria, particular attention must be paid to every observed case of physical discomfort.

Kitchen staff must in addition to above test be made to go through extensive food handlers test and periodically too. It is not just to fulfil all righteousness or be seen as fulfilling it, but to make staff realize the gravity of the potential catastrophe we are faced with, and treat same with corresponding seriousness. Doctors must be on call to attend to attend promptly to all potential cases. Ebola disease is beyond first aid treatment, but there is no harm in having a box of first aid treatment handy in the hotel.

Lastly; a detailed letter must be circulated to all guests informing them of the management precautionary measures taken so far, the need to observe personal sanitation process as common sense dictates and above all, staff must maintain decorum in service delivery and not wear glove to shake guests!

OPPORTUNITIES IN HOSPITALITY INDUSTRY

The Pacific Ocean is almost limitless in its boundaries; the deepest end is about 13km from the surface, a crushing pressure that is unimaginable, a freezing temperature beyond measure since the sun can only penetrate 900 meters into the sea depth. Yet, there are living organisms in the sea bed thriving in those horrific conditions. (Do not take my word, take a dive)

The hotel industry shares some of the sea's characteristics. Contrary to narrow public opinion, the hospitality industry is not limited to hotels alone. Granted that the hotels appear to be the major aspect of the business, the fact is that the industry boasts of far more opportunities in its downstream sector.

Have you considered the local buka, the beer parlour, the mobile food hawkers, the mobile drinks hawkers (yes paraga), the lounges (an upgraded beer parlour), the motels, the night clubs, casinos that they all fall under the hospitality industry? And this represents the downstream sectors where you can play successfully without necessarily mortgaging your inheritance in trying to raise fund.

You can see how unlimited is the depth and spread of the hospitality industry. Dwelling in the impenetrable dark area of the industry is the consultancy side of the industry. It is largely unnoticeable as many eyebrows have been raised at my introduction as an hospitality consultant. The consultant is the guy that regulates the hotel practice, controls the management process and plans the strategic operations of the hotel. It is the engine room of the industry as it helps navigate the various sectors in the uncharted waters of the industry.

Sadly, operators of the downstream sector barely consider the services of a professional consultant in their involvement and investment in this industry. The consultants too hardly pay any attention to this sector for obvious reasons; no consultant wants to be seen consulting for beer parlour! We prefer the high profile hotels for their money and prestige that comes from consulting for them.

In my practice, I have had the opportunity of consulting for both sectors in the industry. The challenges they presented were never the same but the experience has been enriching. The beer parlour and its elite cousin (lounge) have survived crushing economic pressure by sheer gut and appeal to end consumers.

To participate in any of the sectors, you need a business plan drawn by a seasoned hospitality consultant not a downloaded template from the web! You also need an experienced hand in your business set-up, a watchful eye during the gestation period and do not hesitate to call an expert in when in doubt. Remember the sea always appear calm on the surface but deep inside are difficult conditions. 

BODY LANGUAGE

Former President Olusegun Obasanjo vehemently queried Mr Fix it for not supporting his third term agenda and when the latter retorted that the former president did not inform him of his ambition, the general asked if he did not understand body language. Body language is a non verbal means of communication that reveals more than you are saying. Like listening, it takes patience and training to understand body language. It is not a skill that is available to an impatient person.

By virtue of my background and upbringing; I understand body language, you cannot grow up with my kind of mother and not be flawless in body language. Add that to the training and several workshops that my stint in the hotel industry exposed me to and you have in me an almost perfect student of body language. Though, we were told that it was disrespectful to stare at elders when being spoken to but research over time has shown that the much can be learned from the movement of the eyes alone.

In the hotel industry, you are at a world stage playing host to several guests from different culture, education and traditions. With the exception of some certain peculiarities, body language is the same thing all over the world. Without understanding one word in Chinese language, you can tell when a Chinese is either happy or sad, I mean smile or laughter is the same all over the world. Similarly, you do not have to be a linguist to tell when a Crimean is crying. These body languages are easily discernible because of the extreme emotional accompaniment, but where most people have language block is with those silent and vague body languages.

And this is where your skill in body language or lack of it is exposed. Let’s take some few examples- you can know when a guest is fed up with your incompetence while attending to him, when he rolls his eyeballs upward. A guest that spells his name so slowly to you is accommodating your dumbness while you think he is being help full. An impatient guest drums on the table with his fingers is indirectly telling you to hasten up. A smile that disappears as soon as it appears on a guest's face is called a plastic smile and it does not in any way approve of your service delivery.

The list is endless and cannot be covered comprehensively on this page. What is important is that body language is a skill that can be taught and learnt. This is a key skill for staff that will be working in guest contact areas of the hotel. Just like a kid learning how to talk, body language can similarly be expressed and you can have your body language vocabulary improved with practice and expression.

HISTORY OF HOTEL

Lo, the genealogy of hotel. The inn begot the monastery, the monastery lived for decades and begot the rooms, the rooms lived for decades and begot the motel, the motel lived for years and begot the hotel. The hotel offers temporary shelter, food and other relevant services to people at a cost. The word hotel is actually a French word that means hospital- a derivative of hospitality.This confirmed the mission and objective of the existence of inn as originally an hospital and at the same time offering essential hotel related services. Remember how Christ Jesus was laid in the manger at birth because there was no more room for them at the inn. The parable of the good Samaritan who deposited the armed robbery victim at the inn to be taken care of presumably both as a guest and a patient lend credence to the fact that hotel existence pre dated civilization.

We may not be able to tie the origin of hotel to a certain date but suffice to say that hotel has existed from the earliest civilization through renaissance era to the middle ages, survived the Greco-Roman epoch right to the medieval Europe and to the present open era. The first and earliest recorded history of hotel was in 1768 at the Exeter according to Wikipedia. Though, not necessarily the oldest as the oldest hotel can be found in Hoshi Pyokan in ancient Japan. It was established in 707 AD. Over the years, generations and centuries, the purpose of the hotel has remained largely unchanged. What has witnessed significant and revolutionary changes has been service rendered and infrastructures. In the pre -civilization era, the inns offered just solitary rooms with minimal comfort and practically no luxury. It was simply a place to wash your face and armpit and rest so as to continue your journey. Guess that was the reason most inn were located on dusty access road. Staffs were often limited to the owner whose only preoccupation was to sell space and time.

With the increased demand of lodgers as guests were then called, there was need to improve on basic rooms conditions and added non -room values. Hence, the addition of facilities like restaurants, spas, swimming pools, gymnasium and the likes.  Equally, the volume of lodgers demanding rooms was one of the reasons hotels broke into several specialized areas depending on choice of clientèle and sometimes locations. This allowed hotels to concentrate on areas where they have comparative advantage and the lodgers the opportunity of choice.

Industrial revolution that swept through medieval Europe in the 17th century helped modified the hotel in terms of structure and aesthetics. Compared to the pre -modern times when rooms were hopelessly inadequate; the success of the industrial revolution translated to the building of many rooms and facilities under one civil structure. As a chain reaction, this eventually led to organized and trained personnel to attend to the various and almost insatiable demands of guests. This is of course jump started the economy of the industry and finally metamorphosed into hotel management which today is a special area of human endeavour. Though the emergence of graduates of this discipline and specialists from the industry has not totally stopped the encroachment of charlatans, the good news is that the sanitization process has started.

And as a fall out we now have segregation of hotels like budget hotels, resort hotels, guest house, luxury hotel, apartments, transit hotels, underwater hotels, capsule hotels and so on. Each defined and determined by culture, innovations, pricing, clientèle base and so many other factors too numerable to be mentioned here.

In a nutshell, this treatise has summarily captured the history of hotel as time and space permit. Hopefully, this piece will generate further exposition from contemporaries and senior colleagues in the industry as we continue to learn every day.