With COVID-19 Pandemic, We Turned To Nigerian Guests With Weekend Getting Busier Than Week Days – Kaliq

Moving from South Africa to Nigeria shouldn’t be difficult, but for the gap in the hospitality industry and adjustment that are sometimes necessary, Kaliq Essop, General Manager, Four Points By Sheraton bares his mind in this interview with Lucky Onoriode George, Publisher, African Travel Times. Excerpts:

Moving from South Africa to Lagos in West Africa, what’s different?

Firstly, the weather, took a lot of adjusting as it is much warmer and humid, My Kids had to adapt to a new school curriculum and we all had to get used to the Expat lifestyle. I must say that the people in West Africa are eager to learn, friendly, respectful, and well-mannered and it makes my job so much easier. 

Is this your first experience with Four Point?

Yes, the first experience with Four Points Brand, however, I am familiar with the Marriott Group Standards and guest expectations.

This property is the second Four Point by Sheraton in Nigeria, how is it different from other Marriott brands?

It is a four-star property, unique in its location and offerings.

To ensure consistency in one of the leading Brands Globally, Brand Standards are key to manage guest expectations and delivery so all Four Points around the world will have similar delivery.

What would be your main focus?

The current focus is to ensure that we keep the business profitable during these difficult times and manage cash flow. Then to raise the profile of this hotel in the market by completing our full refurbishment.

 What do you think of the property when you first arrived?

 It was a difficult time as we went into lockdown a month after my arrival. The people are what stood out for me as we all pulled together and were one of the few hotels that remained open during this Pandemic.

It seems you arrived at a chaotic moment in Nigeria; talking of the period of the COVID-19 pandemic, how are you managing it?

It was not an easy task with all the restrictions that were in place for our Industry. The team at the hotel all contributed by making personal sacrifices and working long hours to see us through.

 How big a challenge is the pandemic situation?

 This pandemic will change our industry forever. Travellers will have high expectations with regards to Hygiene standards and social distancing. Changes have been made to live up to these expectations and it comes at a cost. Those that do not adjust to these expectations will suffer the consequences.

What makes this property stands out among other facilities around?

A newly refurbished hotel with a fresh new product, double the current size of conference facilities which can house large groups for conference and accommodation all under one roof. Our people providing superior Service, The Marriott Bonvoy Loyalty Program, and our Location are other factors that set us apart.

How do you sustain this enviable position?

Continue to maintain the newly refurbished product. Develop and grow my team to achieve high standards of service delivery. Promote the Loyalty program to potential members.

 What is the percentage of Nigerian guests that come to your hotel?

 Prior to the pandemic, we saw a higher percentage of international guests, but this has changed as what we are experiencing currently is the local leisure market that is travelling and our weekends are now busier than the week-days.

Power supply is a major headache to hotel general managers, how much of a problem?

Here at Four Points, we have decided to outsource our Generators to a well-known Nigerian Company to provide electricity during downtime. This is their core business and they do it well as we rarely have any interruptions in our power supply.

As an international brand, is skilled staff any problem?

This isn’t a problem we recognize at Four Points Lagos. Here, we embrace staff training as a mandatory on-going exercise. Despite the fact that most of our staff have wealth of experience in the hospitality business, we keep training to strengthen these skills. Our training schedules are short-paced to address areas of development of any kind and ensure we drive consistency in the quality of our service.

 With vaccine on the horizon, how hopeful are you for normalcy to return?

 We are seeing some guests return from the oil and gas segment of our business, however very gradually. Our international travellers have not returned fully and we are cautiously optimistic that by the end of Q2 we will see some pick-up. This does not mean that we return to normal as it was prior to the Pandemic.

 What legacy do you want to leave after your tenure here?

I want to leave a legacy of positively impacting the lives of others and making a difference no matter how small.