Abuja, the political headquarter of the country is growing in population everyday. The population increases by Monday evening with visitors scampering around the town for contracts and political patronage. It is interesting however, that by Thursday afternoon, the population decreases as those that are fulfilled and those in disappointment exit by the evening or Friday morning. They all exit to count their gains or losses.
These flock provides revenue for the hospitality industry in the city that is growing at an unimaginable pace.
A beneficiary of this weekly pilgrimage is Hawthorn Suites, set in the heart of the city, Garki and within its short period of existence is threatening the front runners in the business.
To many that had become addicted, the serene environment is the attraction. Emeka, an actor and a main player in the Nollywood noted that it takes one away from the strenuous life to paradise. “I have stayed at the hotel a couple of times, what got me stuck is its ability make me rest anytime I am there’ he said.
Emeka is not the only with this opinion but also others who have lodged there have given testimony. And it is this niche that has won it a place on the list of Trip Advisor. Douglas Topous, its General Manager gave insight into what has made the hotel thick. “Our unique selling point is the attitude of the staff and willingness to serve the guests at all times’. Hotels around Abuja virtually do the same thing owing to the possession of the basic standards of what is expected in the industry. ‘What differentiates one hotel from the other is the people working in the hotel’ he said. For instance when people spent N10,000 in a hotel, they get N11, 000 worth of service and the guest draws a line from there.
Another guest could also go to a hotel and pay N10 000 and get N5000 worth of value and draws the line from there and possibly would not go back to same hotel.Trip Advisor’s rating is a booster, catapulting Hawthorn into the big league. “ What could have been more wonderful than the commendations and applauds you get from such people” said Douglas. In fact Hawthorn can’t wait for such recommendations because it is100 times more than advertorial in a tabloid. It has also worked on the workers’ composure, with pride at what they are doing. This is reflected in services to the clients.A staff noted “We are like a small family here and it is easier for us to connect with people.
For example,we know most times that people even when they are lodging outside the hotel still call for our food because of the tasteful experience they had while they lodged here. Exellence is the watch-word. We keep assuring the guests that when you lodge in our apartment,it is all about what they want not what we want. We are always there at their service and we give the best”This, of course is possible given the leadership offered by Douglas with wide international experience in the industry.Douglas schooled in
Michigan, United states with experience spanning good number of years in international resort experience in San Francisco,New York,China,Taiwan and Island Pacific. His experiences were drawn from Topland hotels,All Season’s hotel in overseas and also Sheraton Hotels too.Hospitality industry is still young inNigeria compare to Chicago or New york. For now the sophistication is not here yet and also the vast pool of veteran talent to draw from. Douglas hopes that the vast majority of foreign companies incursing to Nigeria would bring in the expertise . He cautioned that,Nigeria needs to maintain the control of her destiny and ensure that they still takes charge of the industry and sustain value addition in it. “Let everything not be overtaken by the foreigners to the extent that we would even search for the local Nigerian dishes in the hotels”, he warned. The right mix is that foreigners should work with the Nigerian people and Nigerians should also
take charge of their own destiny.What do you think needed to be done urgently in the Nigeria hospitality industry to fast-track development of the sector?
How has Hawthorn been able to manoeuvre its way despite the challenges of hotels springing up?This mix has worked for Hawthorn putting it in a good stead to manoeuvre through the challenges of competition. “Everyday there is a challenge and dealing with people’s personal preference is a key issue,because as people’s preference grows you have to work hard to match up with that” said Douglas who warned that one should not assume everything is okay. We make our staff feel this is their homes to ginger them to a tireless job.Like other businesses in the country, power is a key challenge and added to it is insecurity that is pronounced in the North.The security has ensured the right standard so that the clientele base is not affected. “Embassies cannot give you business if they feel any sense of insecurity,alongside other companies like some oil and Gas companies. This is Abuja and people coming from outside have their own perception so we have to ensure
that security presence is here. We have to ensure 24 hours a day security and seven days a week security and that makes the difference”. This has greatly impacted on the bottom line.
Hawthorn keep its loyalists with good meals “When it comes to a la carte,we do a personalised kind of service. Even if you are on a specialised diet,we do everything possible to meet the requirements and ensure you get value for the money you paid for,that is where we have the cutting-edge, he said.Marketing challenges seem non-existent because the hotel is always fully booked which to the staff shows, the services are appreciated.And since business is good at Hawthorn, the menu list now includes expansion.
“Of course yes,we are thinking in that direction already. On the radar is incursing into Lagos and another is a resort in Niger state. This explains why at Hawthorn, the best form of marketing is connecting to the customers by adding value and efficient service delivery.Anything that makes people to come back to ask for more is service delivery.
