The forgotten heroes behind Ghana’s hospitality success (Part 2)

Across the tourism and hospitality ecosystem, including hotels, restaurants, attractions, transport providers, travel companies, tour operators and other allied partners in the value chain, there remains a tendency to underestimate the true cost of poor service culture, weak employee engagement, inadequate accountability and insufficient recognition of the people who deliver the guest or customer experience every day.

If service excellence is fundamental to Ghana’s competitiveness as a tourism and hospitality destination, then recognising the people who consistently deliver it should not be treated as an organisational norm.

His Excellency John Dramani Mahama, President of the Republic of Ghana, during the Presidential Media Encounter on 10 September 2025, expressed concern about poor service delivery within Ghana’s tourism and hospitality sector, identifying it as one of the key factors undermining the country’s ability to attract and retain more international ors.