Ghana’s hospitality industry must increase investment in its workforce to improve service delivery and strengthen the sector’s contribution to the economy, according to the General Manager of Movenpick Ambassador Hotel Accra, Isaac Okpoti Adjei.

He said the performance of the hospitality industry depends strongly on employees who are adequately supported, motivated and empowered to deliver quality service.

Speaking to journalists during the hotel’s 15th Anniversary Celebration on Friday, August 14, 2026, he said hospitality differs from more structured sectors because employees frequently interact directly with customers and must be able to respond effectively to their needs.

“Hospitality is a work of art. People serve from the heart,” he said, adding that operators must create an enabling working environment that allows employees to develop confidence and take greater responsibility.

According to the General Manager, improving service standards should therefore go beyond procedures and supervision to include deliberate efforts to empower workers.

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“One of the things that most people in the industry must do is to create an enabling environment and empower the teams,” he said.

Adjei identified confidence-building among hospitality workers as an area requiring greater attention, stating that employees who feel supported are better positioned to provide quality customer service.

He also linked workforce development to the broader economic potential of the hospitality sector, particularly its capacity to generate employment and contribute to government revenue

“Empower your teams, encourage them, build their confidence, and hospitality will be fun and also a very good means of getting revenue for the state,” he said.

Adjei's comments come as Ghana continues efforts to strengthen its tourism and hospitality industry and improve service standards to support the sector’s growth.

He urged hospitality operators and other stakeholders to place employee development at the centre of their operations, maintaining that the quality of the workforce remains critical to the industry's long-term performance.

DR/SA

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