The hospitality industry is a cornerstone of global tourism, providing essential services that enhance travel experiences. This sector encompasses a wide range of services, including accommodation, food and beverage, event planning, and travel and tourism. It plays a crucial role in economic development by creating jobs and fostering cultural exchange. The industry’s success hinges on its ability to adapt to changing consumer preferences and technological advancements, ensuring that guests receive exceptional service and memorable experiences.
In the center of this industry’s continuous growth stands Paul Umoh, the Managing Director of BON Hotels International, whose leadership is shaping the future of hospitality. Paul has been influential in shaping the future of hospitality in West Africa. His dedication to nurturing local talent and promoting international standards has set a new benchmark for the region. Paul’s approach to leadership is characterized by his deep understanding of the market and his ability to inspire and motivate his team, driving them towards achieving the company’s ambitious goals.
BON Hotels International is renowned for its innovative strategies and customer-centric approach, which have significantly enhanced its reputation and market presence. By focusing on quality service and operational efficiency, BON Hotels International continues to expand its footprint, offering unparalleled experiences to guests across its properties. The company’s commitment to excellence and continuous improvement ensures that it remains at the forefront of the industry.
Ensuring The Smooth Operation and Growth
As the Managing Director, Paul’s primary responsibilities revolve around strategic leadership and ensuring BON Hotels International operate at the highest levels of excellence. He oversees the performance of over 20 operational hotels. Apart from this, BON Hotels International so recently launched another Hotel Management brand called Yellow Trumpet and has one hotel under this brand called Yellow Trumpet Asokoro Residence with Yellow Trumpet Boutique Hotel Wuse 2 due to open in November 2024. Including these, Paul strategies short and long-term objectives and ensures BON Hotels International and its team stay ahead in a competitive market. Paul shares, “I focus on talent development, innovation and strategic partnerships, ensuring smooth operations and growth, and respecting our core values of African hospitality at the forefront.” Clear communication, rigorous quality control and a deep understanding of the market trends also enable him to maintain a standard of excellence across all properties.
Delivering Exceptional Guest Experience
“Consistency in guest experience is critical in the hospitality industry, and at BON Hotels International, we achieve this through a combination of standardized service protocols, continuous staff training, and a strong company culture that promotes excellence,” Paul stated. Paul and his team tailor the services of BON Hotels International to reflect local cultures while maintaining global standards. He emphasizes regular quality audits, guest feedback, personalized service, and maintaining guest profiling and technology-driven insights, which help him monitor and adapt to their guests’ evolving needs, ensuring each stay is memorable, no matter the location.
Promoting Sustainability by Integrating Eco-Friendly Practices
BON Hotels International is committed to integrating sustainability into its operations and support for eco-friendly environmental initiatives across its portfolio. It implemented several initiatives, including energy-efficient building designs in projects, the use of low-power consumption appliances, and the installation of energy card units in all guest bedrooms.
In addition, BON Hotels International as executed water-saving technologies in the water closets, such as low and heavy flush, routine water line checks to prevent pipe leakage and installation of a float switch in the water tank. Addressing waste management, it has drastically reduced paper printing and moved away from the printed service directories by introducing a Quick Response code menu. BON Hotelsinstalled Internet Protocol Television in guest bedrooms that have access to different channels. It also conducts Staff training programs on eco-friendly awareness and taking ownership to ensure sustainable practices in the daily lifestyle of its teams.
In April 2024, the government implemented a price increase of public power from 66 to 225 (Naira) per kWh, which is over 240% increase in rates, and a comprehensive staff retraining was done, which captured cost analysis and departmental action plan to promote controllable cost.
Increasing the Competency with the Leading Talents
Paul highlights, “Attracting and retaining top talent starts with creating a conducive work environment that fosters growth, inclusion and innovation.”
BON Hotels International endorsed a certified hospitality training institute with international accreditation that provides onsite and offsite hotel-based training and development programs that train Nigerians at all levels. “Legacy Project” is one of these programs offered by BON Hotels International in which Paul is highly interested.
Paul asserted, “Our management actively encourages career advancement and offers various opportunities for development through mentorship programs and succession plans.”
BON Hotels International, including its new brand Yellow Trumpet, is the only international hospitality management company to operate alcohol free hotels respecting both culture and religion of the guests and owners.
Paul observed that retaining top talents recently has been very challenging due to high staff turnover in pursuit of career advancement abroad and family relocation off the shores of the country. Adding to it, he said, the openings of hotels across the country are another reason groomed employees are leaving due to the high cost of living in major cities, especially the cost of transportation and accommodation.
“Despite facing these challenges, BON Hotels International will continue to remain focused and committed by investing more in employee training, development and skills transfer,” Paul emphasized.
Enhancing Customer Engagement and Experience
Technology plays a pivotal role in how hotels engage with their guests and streamline operations. BON Hotelsas commenced the integration of a direct booking system, which involves customer management systems that provide a seamless guest experience from reservation, check-in and checkout online feedback platform.
Additionally, Its loyalty program, called BONami, will soon be fully digitally managed, offering real-time engagement with its most loyal guests.
Paul shares that as a result of Naira devaluation, the dollar rise affected the cost of the hotel management software. However, to maintain BON Hotels International reputation as an innovative brand, Paul—having expertise in information technology and accounting—personally supported this project and will constantly leverage technology because it will set them apart.
BON Hotels International is the only international hotel group to be affiliated with a local technology company to ensure that innovative hospitality technology and other IT solutions are indeed optimal, naira-driven and easy to maintain.
Paul highlights, “As a key industry player, we have taken it upon ourselves to be responsive in a rapidly evolving industry and anticipate market trends.”
Thriving Through Strategic Collaborations
Strategic partnerships are critical to the growth strategy of BON Hotels International as they allow it to enter into new markets, leverage shared expertise, increase its portfolio and enhance its service offerings. BON Hotels International is the only international hotel management company to manage other very credible international brands, giving operational expertise and on-ground experience.
Paul excitedly mentioned that BON Hotels International is currently working with Marriott International on the Protea Hotel by Marriott Delta conversion project. This edifice this has been particularly impactful since BON Hotels International is licensed to manage Marriott properties as a white-label operator, and it has already signed up so many hotels within this short period of time. Additionally, partnerships with technology providers have enhanced its operational efficiency and increased its capacity in terms of manpower; there will be exponential growth and opportunity for BON Hotels International to deliver a more seamless guest experience.
“At present some credible international hospitality groups have opened discussion regarding collaboration, and soon it will happen,” Paul highlighted.
Overcoming the Economic Uncertainty
One of the biggest challenges BON Hotelsaces is the fluctuating economic activities in many African countries, which affects travel patterns and consumer spending power. Additionally, the rise of alternative accommodations and the demand for personalized experiences put pressure on traditional hotel models. BON Hotels International is addressing these challenges by carrying out its transactions in local currencies, focusing on personalized guest services, continuously enhancing the value it offers through the BONami loyalty program in BON Hotels International and unique guest experiences.
BON Hotelslso invest in technology to reduce operational costs while maintaining service quality. Paul asserts, “We are the fastest growing hotel group in Africa, the largest hotel group in Nigeria and the only international hospitality group in Nigeria partly owned by Nigerians.” “BON Hotels International is very innovative hence the need to create solutions and currently the only international hospitality group to charge fees in local currency, Naira,” he added.
Embracing Change
Sustainability, Unique offerings and digitalization are emerging trends that will shape the future of hospitality. BON Hotelss prepared for these trends by expanding its sustainability initiatives and investing in transformative technology to offer smarter, more personalized guest experiences. The rise of health and wellness tourism is another trend BON Hotels International is capitalizing on by offering wellness-focused services and amenities in some of its properties. BON Hotels International ability to integrate these trends with its core philosophy of African hospitality is key to its future success.
Blending African Tradition with World-Class Service
A unique blend of African hospitality with global standards truly sets BON Hotels International apart from the others. Paul shares, “BON Hotels International embrace local culture and traditions while offering the high-quality services that international guests expect.” BON Hotels International communicates this value proposition through authentic marketing campaigns, emphasizing its strong local roots and the ability to create exceptional experiences that reflect the heart and soul of Africa. “Africanism is embedded in everything we do,” Paul quoted.
Vision for Global Excellence
Paul shares, “My long-term vision for BON Hotels International, including its new brand Yellow Trumpet, is to be the leading African hospitality brand recognized globally for excellence and authenticity.” He aims to expand the footprint ofON Hotels International across all the major cities in Nigeria and West Africa, with a focus on sustainable growth and consistent service delivery. As part of this vision, Paul and his team will continue to innovate, embrace technology, and strengthen their commitment to the local communities where they operate while upholding the highest service standards. Paul has a plan to position the brand through strategic partnerships, consistent guest experiences and being at the forefront of hospitality trends.
