In this exclusive interview with Dr. Lucky Onoriode George, Publisher of African Travel Times, Phillipe Hitti, General Manager of The Pelican Hotel, Accra, shares the vision behind one of Ghana’s newest hospitality landmarks and explains why the property is rapidly emerging as a preferred destination for both business and leisure travellers. Excerpts:
Strategically located in the prestigious Cantonments district of Accra, The Pelican Hotel features 134 elegantly appointed rooms and suites that seamlessly combine contemporary comfort, functionality, and personalised service. Guests also enjoy a rich culinary experience through four distinctive food and beverage outlets, including an all-day dining restaurant, specialty cuisine, a vibrant atrium lounge, and in-room dining services.
Hiti also highlights the hotel’s extensive business and leisure facilities, including two fully equipped meeting rooms, a modern fitness centre, and an outdoor swimming pool, making it an ideal choice for corporate events, conferences, and relaxing getaways.
Owned by Devtraco Plus and professionally managed by Aleph Hospitality, The Pelican Hotel blends internationally recognised hospitality standards with the warmth and authenticity of Ghanaian hospitality. Since opening its doors, the hotel has remained committed to delivering exceptional guest experiences, achieving operational excellence, and establishing itself as one of Accra’s most exciting new hospitality destinations.
What are the key operational priorities you focus on daily to ensure the hotel runs efficiently?
My daily priorities revolve around three pillars: guest satisfaction, team performance, and financial results. I closely monitor operational readiness across all departments, review guest feedback, assess occupancy and revenue performance, and ensure that every team is aligned on the day’s objectives. As a relatively new hotel in Accra, consistency and attention to detail are critical to building our reputation.
Which operational KPIs do you monitor most closely, and why?
The key KPIs I monitor include Occupancy, ADR [Average Daily Rate], RevPAR, GOP, RGI, guest satisfaction scores, online review ratings, labor cost percentage, food cost percentage, and employee turnover. These indicators provide a comprehensive picture of both guest perception and business performance, allowing us to make informed operational decisions.
How do you balance guest satisfaction, service quality, and profitability?
These three elements are interconnected. Satisfied guests generate repeat business and positive reviews, which ultimately drives profitability. Our approach is to focus on delivering quality and value. We invest in team members training, efficient processes, and smart technology to deliver a great guest experience.
What processes are in place to ensure consistent service delivery across all departments?
We operate with clearly defined Standard Operating Procedures [SOPs], daily departmental briefings, management meetings, quality audits, and ongoing training programs. Consistency comes from having clear standards and ensuring every team member understands and follows them.
How do you manage communication and coordination between Front Office, Housekeeping, Food & Beverage, Maintenance, and Sales teams?
Communication is fundamental. We conduct daily operations meetings involving all department heads, review arrivals, departures, VIP guests, maintenance requirements, and business levels. Additionally, technology platforms allow real-time communication and tracking of requests between departments to ensure a smooth service delivery.
What operational challenges are unique to managing a hotel in Accra, and how do you address them?
“Rather than focusing on challenges, managing a hotel in Accra’s rapidly growing environment is about staying up to date with the latest market developments, local suppliers, and industry trends. We proactively analyze local data, monitor shifting guest preferences, and engage deeply with the local business ecosystem. By discovering new vendors and premium local service providers, we build strong partnerships that allow us to keep pace with the city’s rapid growth and consistently set the standard for modern luxury and innovation.”
How do you ensure that guest complaints are resolved quickly and effectively?
We empower our team members to take immediate ownership of any guest concerns. Every complaint is logged, investigated, resolved promptly, and followed up personally whenever necessary. Our goal is not only to resolve issues but also to turn dissatisfied guests into loyal advocates.
What systems do you use to monitor and improve guest satisfaction scores and online reviews?
We actively monitor guest feedback through post-stay surveys [Medallia], online review platforms, social media channels, and direct guest interactions. Regular analysis helps us identify trends, opportunities for continuous improvement and service optimization, and to recognize areas where we exceed expectations and celebrate that with our team.
How do you manage staffing levels during peak and low-demand periods?
Workforce planning is closely aligned with forecasted business levels. During peak periods, we utilize flexible scheduling and cross-trained team members. During slower periods, we focus on training, maintenance projects, and productivity improvements while maintaining our service excellence standards.
What strategies have been most effective in attracting, retaining, and developing hotel employees?
Team members are attracted to organizations that offer growth opportunities and a positive culture. We focus on career development, structured training, recognition programs, competitive benefits, and creating an environment where people feel valued and respected.
How do you maintain staff motivation and productivity while controlling labour costs?
Clear communication, recognition, accountability, and empowerment are essential. Productivity is achieved through our detailed workforce planning, efficient scheduling, and ensuring team members understand how their individual contributions impact overall success.
What role does training play in your operational strategy, and how frequently is it conducted?
Training is one of our core pillars. We conduct regular departmental training sessions, cross-training initiatives, leadership development programs, and service culture workshops. Learning is continuous and forms part of our daily operational routine.
How do you ensure compliance with health, safety, security, and regulatory requirements?
Compliance is non-negotiable. We conduct regular audits, safety inspections, emergency drills, and ongoing training programs. We also maintain close collaboration with local authorities and ensure all certifications and licenses remain up to date.
What measures are in place to maintain the hotel’s physical assets and prevent operational disruptions?
We operate a comprehensive preventive maintenance program supported by modern maintenance management systems. Regular inspections, scheduled servicing, and proactive asset management help minimize disruptions and extend the lifespan of our facilities.
How do you manage relationships with suppliers and service providers to ensure consistent quality and cost efficiency?
Strong partnerships are built on transparency, communication, and mutual accountability. We evaluate suppliers regularly based on quality, reliability, service delivery, and value. Long-term relationships often result in better consistency and cost efficiencies.
What technology platforms are critical to the hotel’s daily operations?
Our Property Management System, revenue management tools, point-of-sale systems, financial platforms, guest feedback systems, and communication technologies are all vital to our operations. These systems provide the data and efficiency required to operate effectively.
How has technology improved efficiency in areas such as reservations, housekeeping, revenue management, and guest services?
Technology has significantly enhanced speed, accuracy, and decision-making. Automated reporting, real-time room status updates, dynamic pricing strategies, and digital guest communication tools enable us to deliver more efficient and personalized service.
How do you monitor and control operational costs without compromising the guest experience?
We focus on eliminating waste, improving efficiency, and optimizing resource utilization in every department. We are committed to running smart and efficient operations while maintaining exceptional service and quality standards.
What initiatives have delivered the greatest improvements in operational efficiency over the past few years?
The integration of technology, enhanced forecasting, improved procurement processes, cross-training of teams, and advanced performance management systems have all contributed significantly to operational efficiency and overall hotel performance.
How do you prepare the hotel to handle unexpected operational challenges such as power outages, supply chain disruptions, or emergency situations?
Preparation is key. We maintain detailed contingency plans, backup power systems, emergency response procedures, and alternative supplier networks. Regular drills and scenario planning ensure our teams are prepared to respond effectively.
How do you measure the performance of department heads and ensure accountability across the management team?
Each department head operates against clearly defined KPIs covering financial performance, guest satisfaction, team engagement, and operational efficiency. Regular reviews ensure accountability while also providing support and coaching where necessary.
- What role does sustainability play in daily hotel operations, particularly regarding energy, water, and waste management?
Sustainability is increasingly important for both operational efficiency and environmental responsibility. We actively focus on energy conservation, water management, waste reduction, and sustainable procurement practices while educating both employees and guests on responsible consumption.
How do you work with the ownership group and management company to align operational goals with financial objectives?
The Pelican Hotel benefits from a strong partnership between Devtraco Plus as owner and Aleph Hospitality as operator. Alignment is achieved through advanced reporting, regular strategic reviews, shared performance objectives, and collaborative decision-making focused on long-term value creation.
What operational opportunities do you believe exist to further improve the performance of The Pelican Hotel?
As one of Accra’s newest hotels, there are significant opportunities to differentiate our hospitality offering, including through our food and beverage offerings, corporate partnerships, digital guest engagement.
If you could implement one major operational improvement over the next 12 months, what would it be and why?
“I look forward to further elevating our food and beverage offering. With our diverse dining venues, this represents a significant opportunity to further elevate the guest experience.”
At The Pelican Hotel Cantonments, our vision is to establish ourselves as one of Ghana’s leading hospitality destinations by combining exceptional service, operational excellence, and genuine Ghanaian warmth. Supported by the expertise of Aleph Hospitality and the commitment of Devtraco Plus, we are focused on delivering memorable experiences while contributing to the continued growth of Ghana’s tourism and hospitality industry.
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