In the competitive world of hospitality, achieving excellence goes beyond luxurious facilities and impeccable architecture; it hinges on the people who deliver the experience.
For Victoria Crown Plaza (VCP) Hotel, key player in Nigeria’s hospitality sector, investing in manpower through rigorous training and retraining programs is the key to maintaining its reputation as a top-tier destination.
Speaking at an interactive session, VCP Chief Executive Officer, Mr. Emeka Ofor, shed light on the hotel’s approach to staff development. According to him, the journey to creating world-class hospitality professionals in Nigeria is a deliberate and painstaking process.
“At VCP, we understand that hospitality is not just about service but the spirit behind it. We train and retrain our staff to meet international standards, ensuring our guests receive the quality of service they deserve,” said Ofor.
The Path to Excellence:
The VCP training philosophy is a blend of internal and external methods, with a strong focus on mentorship and consistent monitoring. The hotel employs experienced general managers who conduct in-house training while also engaging external experts to provide fresh perspectives. This dual approach ensures that staff are not only trained to understand but also imbibe the high standards expected in a four- or five-star establishment.
“We don’t just train and leave it at that. We walk the walk with them. Our general and operations managers ensure that the knowledge imparted becomes ingrained. Without consistent guidance, the lessons are often forgotten. This is why policing and reinforcement are crucial,” Ofor explained.
The hotel’s comprehensive approach has proven transformative, particularly for young Nigerian workers entering the hospitality industry with little or no prior exposure.
Bridging the Gap Between Potential and Professionalism:
One of the significant challenges in Nigeria’s hospitality industry, as highlighted by Ofor, is the lack of exposure many young workers have to high standards of cleanliness, orderliness, and customer service. For many of these employees, their backgrounds have not prepared them for the precision and attention to detail required in luxury establishments.
“You’re trying to tell someone to make a glass sparkle when they’ve never had a glass at home,” Ofor noted. “It’s a learning curve that takes time and patience, but with the right training and environment, they adapt and excel.”
This understanding has shaped VCP’s training programs, which not only focus on technical skills but also nurture the mindset and discipline needed for professional
hospitality. Many of these raw talents, once skeptical or inexperienced, evolve into confident and competent professionals after years of rigorous training at VCP.
Transforming Challenges into Opportunities:
Despite the hurdles, Ofor is optimistic about the potential of Nigerian workers. He emphasized their hunger to learn, receptiveness to training, and strong foundational values, such as respect for elders and gratitude, which align naturally with the principles of hospitality.
“Nigeria is a welcoming, forgiving, and friendly country, and these traits are reflected in its people. What they often lack is exposure to professional hospitality standards, but this can be addressed with consistent training,” he said.
At VCP, this belief has driven the hotel to adopt a hands-on approach, ensuring that every staff member not only understands but embodies the high standards of a luxury hotel. This commitment has positioned VCP as a hub for nurturing talent capable of competing on the global stage.
Building a Culture of Continuous Learning:
The secret to VCP’s success lies in its ability to sustain training programs beyond one off sessions. By embedding a culture of continuous learning, the hotel ensures that its staff are always prepared to meet evolving industry demands.
External trainers bring fresh insights and global best practices, while internal managers ensure these lessons are reinforced daily. This balance creates a dynamic learning environment where employees are not only trained but also supported in their professional growth.
“We’ve seen young Nigerians, initially raw and hesitant, transform into hospitality champions within two or three years with us. This kind of transformation is only possible when training is consistent and accompanied by mentorship,” Ofor explained.
Elevating Nigerian Hospitality:
The training programs at Victoria Crown Plaza Hotel are not just about improving service within its walls; they are part of a larger mission to elevate the standards of Nigerian hospitality. By investing in its people, VCP contributes to the broader goal of showcasing Nigeria as a country capable of delivering world-class hospitality services.
“Our human resources in Nigeria are good enough to compete anywhere in the world with the right guidance,” Ofor stated confidently.
The success of VCP’s training philosophy is evident in the satisfaction of its guests, the growth of its employees, and its reputation as a leading luxury destination. It also serves as a model for other establishments, proving that with dedication and a structured approach, the challenges of the Nigerian hospitality industry can be overcome.
Conclusively, Victoria Crown Plaza Hotel’s emphasis on training and retraining its staff underscores its commitment to excellence. By recognizing the potential within its workforce and investing in their growth, the hotel not only enhances its service delivery but also raises the bar for the industry.
As Ofor aptly summarised, “It’s not going to be easy, but it’s doable. At VCP, we’re committed to doing the hard work because we believe in the talent we have. With the right training, Nigerian hospitality professionals can excel anywhere in the world.”
This relentless pursuit of excellence ensures that Victoria Crown Plaza Hotel remains a beacon of quality and innovation in Nigeria’s hospitality sector, setting a standard that others aspire to emulate.
