‘We prioritize attracting hospitality talent to deliver exceptional services to our guests’

Niyi Agoro is the cluster director, Human Resources, Continental Hotels Group. He has over 15 years experience in human capital management, with a focus on the hospitality industry for the past 10 years.

In this interview that reflects on the essence of the May Day celebration this year, Agoro, an Industrial Relations and Personnel Management graduate, amid postgraduate and professional qualifications in Human Resources, shares with Obinna Emelike, the hotel group’s priority on staff welfare, importance of human resources in hospitality business, impact of good staff welfare on productivity, among other related issues.

What role does Human Resources play in hotel management, and how do you manage labor relationships with workers?

Human Resources is critical in the hotel industry because we provide services that require human interaction. We prioritize managing our people to ensure they are happy, which in turn makes our guests happy. Our approach is to make both junior and senior employees happy so that they can deliver exceptional service and create memorable experiences for our guests.

What are some of the employee welfare programmes that set your hotel group apart?

We have many unique welfare packages for our employees. We are the only five-star hotel in Lagos that has a nursery facility for our nursing mothers, which is unique in the industry. We are also the only five-star hotel in Lagos that uses brand new buses for employee transportation. We deployed nine buses last year. Additionally, we have staff facilities within the premises, including layover dormitories for colleagues who need to stay back for extended hours. We also have separate facilities for male and female colleagues.

We have a staff clinic with a professional nurse, health insurance, and monthly town hall meetings where we treat employees to lunch buffets. Our cafeteria offers two meal options daily, and we prioritize employee well-being. These programmes demonstrate our commitment to employee welfare and retention.

What is your approach to employee compensation and performance evaluation?

We offer a performance-based salary increment, and our employees are evaluated and compensated accordingly. We have also done salary increments twice a year for the past two to three years, demonstrating our commitment to fair compensation.

Read also: Continental Hotels Group: Pushing hospitality boundaries from indigenous front

What philosophy underlines your recruitment process or management of personnel?

Our recruitment philosophy is driven by being an employer of choice and giving back to the community. We balance internal and external recruitment to encourage career advancement and social responsibility. We prioritize attracting talent to deliver exceptional service to our guests.

How do you manage diversity, inclusion, and equality in your organisation?

We recognize and embrace diversity, with employees from different backgrounds and countries. Our diversity policy is strong, and we do not discriminate against anyone. We emphasize diversity, equity, and inclusion (DEI) through town hall meetings, feedback, and team bonding programmes.

How did the hotel handle the COVID-19 pandemic?

During the pandemic, we were shut down for several months, but we continued to pay our employees’ salaries. We kept about 150 employees on site to oversee the hotel and support vendors, and they received full salaries. The rest of the workforce received 100 percent salary for the first three months and 75 percent for the remaining four months.

What changes did you implement during the pandemic?

We used the opportunity to give the hotel a facelift, renovating and upgrading facilities. We also introduced a four-month maternity leave policy for our female employees, which is unique in the industry.

Do you have any regret over your decisions during the pandemic?

No, we do not have any regrets. Investing in our human capital is a nation-building investment, and we believe it is essential for our employees’ well-being and our organisation’s success.

What can your staff expect on May Day celebrations?

We celebrate our employees, recognize exceptional performance, and prepare special lunch buffets. We emphasize the critical role they play in our organization and provide feedback on their contributions. We motivate them through commendation and recognition.

These answers highlight the organisation’s commitment to DEI, employee recognition, and talent management.