Across Nigeria, international brands are the big players. However, over the years, more and more continental players have sprung up and are now offering personalize/boutique services at a commensurate rate for premium services. In this interview with Lucky Onoriode George, Editor-in-Chief, African Travel Times, Dewald Kruger, General Manager, The Envoy Hotel, Abuja, talks about his joining the industry in Nigeria. Excerpts:
Moving from South Africa to Abuja, Nigeria, what’s different?
The answer is twofold. I moved from South Africa to Lagos, to a Hotel in Awolowo Road, Ikoyi. The economy was booming, the pace was fast and business conditions were very far from what I was used to back in South Africa. One had to be quick on your feet, think fast, and lead the Team.
We were here to set and improve standards, train, and adapt to the local conditions. It was a hectic time. We worked for a good brand, and guests had trust in the relationship. You had many choices back home, with the cream of trained staff, new and exciting facilities and produce variety and freshness equal to any developed country and mature economy.
In Lagos produce was OK, with many companies flying in goods from the Middle East, Europe, and South Africa to meet demand. Local production was still hampered on many items. Fresh produce items are still not available at the quality and industrial levels.
Value for money was challenging. Foreign travellers could not see the comparative value for one night’s stay, compared to US/EU and Middle East/Asia pricing. The cost of doing business in Nigeria was high and is ever rising.
Coming to Abuja was a step out of the rat race. Things were calmer, traffic moving, fewer hold-ups, social life less pressured. The business was still cutthroat, trying to establish a fledgling Hotel in a challenging market. It was very satisfying to see the baby grow, crawling, standing up, and is now walking.
Is this your first experience outside your country?
This is my first jump into employment in a far-off country. I worked for a small period of time in Swaziland, servicing a multi-service contract while the Maguga Dam was built. It involved the building of housing units, catering, cleaning, housekeeping, maintenance for 1000+ workforce.
The Pigs’ Peak Club was built to top standards, where the workforce and community could play football, volleyball, table tennis, etc. The whole development was then given back to the local community. Nigeria is the first full-time experience outside of South Africa.
How is the Envoy Hotel different from your previous experience?
I have gone back to some development meetings dating back to May 2016, when The Envoy was still a skeleton structure. It took a long while to get here! It was very pleasing to have seen the building going up, getting finished, and receiving its first guests. I joined the Hotel as GM shortly after it opened in April 2018.
To have seen the Hotel growing and eventually go live was a very fulfilling experience. Sincere compliments to the opening team, owner, and staff to have established what was here when I arrived.
What would be your main focus?
My main focus is safety and security. My guests, staff, and owner’s property are of main concern to me. One can replace property etc., but one person’s life or injury sustained is not acceptable.
Secondly will be to deliver products and services to the highest standard possible. Through this, I believe we will generate revenue to ensure suitable returns to the owner.
What do you think of the property when you first arrived?
I was pleased with the design, building quality, and finishes. A further selection of furniture and fittings and operational equipment was of high quality. The technological advances made here ensured that this Hotel will stand out, and will be the best in class.
I was satisfied that all safety and security features were installed and staff trained to take care of HNW individuals and VIP guests.
It was ideally located, serving a captured audience, with well-appointed meeting rooms, guests pause areas, and services to support quality service delivery.
How did you manage 2020, talking of the period of COVID-19 pandemic, how are you managing?
We saw the Hotel coming into its own and was heading for a very good year. It was devastating when we first heard of these reports coming from China, about a new virus, and spreading rapidly. We were a newly built Hotel, with many commitments.
We closed down as required but was always pushing to bounce back ASAP. We complied with all requirements early and saw guests returning. We kept our service levels up, and the effort put in since opening, paid off.
Guests recognized our commitment to quality and consistency and mostly Covid-19 compliance, and they made their bookings. Some commented that our rates were high, but they seemed to value our value and came, and talked to their friends, associates, and family. We established a new market and diverted our service offering to this. We did not see much multinational company traffic.
Up to now, we are managing well. We had to reset our thinking, make do or make new plans, and we are still standing and moving forwards.
We do experience inflationary pressure, resistance from NGO’/businesses/individuals, and others on price increases, but in the end, we created a need that our guests recognize, and they support us.
How big a challenge is the pandemic situation?
I think we all are suffering fatigue from this pandemic! We wish it will go away. We have trust in the authorities to give their best advice. We are further advised from group-level about best practises and apply and train our staff up to comply, and see that our guests comply.
What makes this property stands out among other facilities around?
A whole lot of things! It was inspired to be the meeting place for the discerning, and that it is. The physical building itself is a daring contemporary and modern design, new on the Abuja cityscape. The combination of aluminum and glass, impressive metal artwork, beautiful light fittings suspended from five floors down.
Our impressive and inspiring name ‘The Envoy Hotel’ is inviting one and all to step in. The position in the leafy suburb in Central Area Abuja could be anywhere, Beijing, Manila, Sao Paulo, or Madrid.
The location between the US Embassy and UN Abuja Office is very strategic, also, the first and last major hotel on the way and back from the airport. It is away from major choke points, and hustle and bustle from Abuja CBD.
How do you sustain this position?
We were honoured to be awarded the World Travel Awards (WTA) Leading City Hotel in Nigeria for two years running. The World Travel Awards is a major yardstick in the hospitality industry, and we are committed to living up to our position. The Balearica Award 2020 awarded by Nigeria Tourism Authority is a further feather in our cap. We wear it with honour.
Our Team is committed and focused on our goals, and we work and train together so we can hit our targets, break our records and set new heights. We recruit for attitude and train for results.
The sector is challenging, and everybody needs to bring their best game every day, to get the result. It is tiring and frustrating and puts a load on management and staff to achieve this. Yes, we have good days and bad days. We build on the good days and improve on the bad days.
What is the percentage of Nigerian guests that come to your hotel?
Pre-Covid-19 we saw a split of 60-40, now it is more 80-20, in Nigerians favour.
Power supply is a major headache to hotel general managers, how much of a problem?
Unfortunately, it has become the norm. It happens, guests and staff accept it, and we move on. We employed technology to address the switch-overs and installed UPS’s in critical areas. We saw the energy cost per room moving up rapidly and became a millstone on our neck. It is a further non-competitive issue, driving up the cost of doing business in Nigeria. It is affecting all industries, and the larger economic debate is not offering ready and easy answers.
We are pushing to install the best of what technical advance has to offer, but we often find sensitive low voltage machinery become disabled due to power fluctuation affecting Gym equipment, laundry, kitchen, heating and cooling, and ICT installations. Again increasing maintenance costs, contributing to the question on the value proposition.
As a local brand, are skilled staff any problem?
For the current level of the hotel, no! We would like to become more specialized and professional, but for now, it is a journey and I think our guests and our staff are with us on this journey.
We are tied to the facility and shaped the services around what is best, and what is possible. Future days might see a more challenging service offering from this brand.
With vaccine on the horizon, how hopeful are you for normalcy to return?
That is a medical question I cannot answer. We see some confusion around it, with one vaccine running out, and can you use another, will it cure all variants, etc?
I suggest we trust the knowledge at hand, take the shot, and move on. Respect and protect good practises, and ask the same of your guests and staff, vendors, and contractors.
Hope is our friend that makes us rise to a new tomorrow.
What is your favourite local meal?
The suya at Yahuse Suya Spot and roasted croaker at Sani Abacha Fish Market. The ever-popular jollof rice is also very tasty with Asun. But please, with less pepper for me!
Would you say hotel rates are high in Nigeria compared to elsewhere?
Yes, as mentioned before, the incoming travellers compare rates on booking.com, ‘Expedia, etc, and see our rates are level with super luxury hotels at exotic destinations.
Our guests are not factoring in the cost of doing business and running a Hotel in Nigeria. The most expensive hotels are found in Angola, due to the high cost of running them, and scarcity. But they will still go there chasing the oil and gas business. It is a matter of economics, supply and demand, and human endeavour.
Can we ever get the pricing right here?
Price is a factor of the market, and the market will tell you if the price is right. If you don’t have money, the price will always be wrong. If you have money, you will have a choice.
It is a governments’ duty to establish a safe and fair condition for the market. If that is not present, then market conditions are under stress, and prices will follow its own path.
What are the implications for Abuja and Nigeria as major conference destination?
The implication will be positive, but major work needs to be accomplished before that. We will see visitors that have seen the best and will expect the best. Worldwide best practices in design and construction, services, and products will be a positive outcome for the industry, and the City in general.
This links up with tourism in general. Tourism can only thrive if there is safety guaranteed for your guests and delegates. It starts with applying for your VISA. Evaluate that, and see if it is best of Class.
Your immigration officers should act as tourism officials, with friendly and courteous arrival practices.
Hotel and conferencing facilities should be as best as they can be. The maintenance culture here is not good, and you see many dilapidated and out-of-order structures and installations. Imagine these buildings completed in housing units, multi-use plazas, offices, schools, hospitals, etc.
All these will be positive spin-offs for Abuja, its businesses, and citizens.
What legacy do you want to leave after your time here?
The Envoy Hotel takes its cue from The Silk Road; a road that connected the old east to the markets in the middle-east. The road was a safe place to travel, trade, and explore.
It connected traders, cultures, and cuisines. I am a traveller on my own Silk Road, and I hope that those that crossed my path, will remember me, as one that took care of those on their journeys, be it a place to stay, a meal, or a conversation.
I am blessed to meet travellers, be it guests, associates, and staff, from many destinations and be it for a meal, a rest, for one day, or many, thank you for your time. I feel blessed and honour to have walked these fields.
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