The Unwavering Integrity of Yawa-Attah: Yawa-Attah consistently refused to accept tips, creating a complex dynamic within the hotel she was working. Her principles influenced colleagues, staff, and guests in different ways, prompting a few of them to question their own practices. Mr. Aanani, concerned about the developing issues building up on allegations surrounding tip refusal and the potential impact on staff morale, called her into his office for a private conversation. After some thought, they came up with a compromise. This led to discussions about the role and fairness of tipping in the hospitality industry.
Betrayed by Integrity
From the outset, when Yawa-Attah entered the hotel industry, she became aware of the sensitive nature of her work. She was informed that the hotel’s policies would serve as a reliable guide to help her minimize potential challenges. Yawa-Attah was encouraged to “work by the book.” By adhering to standard procedures, she ensured consistency and compliance, which helped build her confidence on the job. While her commitment to following rules and procedures- adhering strictly to established protocols, regulations, or manuals- was commendable, it may at times have been excessive.
Yawa-Attah felt as though she were in a bad dream when she opened the letter from the Head Office of the hotel she was working at. It was a query, requesting her to explain why she had not allocated rooms to a government agency three months earlier. It was the first query she had ever received, leaving her bewildered and compelled to reflect on the events that had transpired.
She recalled working the mid-shift alone on the date referenced; it was a Saturday and one of those days when she felt tall and proud of herself. She had successfully checked in multiple groups of guests without a single complaint, and the house was fully booked—all 166 rooms! Not a single room was vacant!
About an hour and a half earlier, she had been managing a bustling front desk. Now, with the quiet settling in, she felt pleased with herself as she realized there had been no calls from the groups she had checked in, to complain about one thing or another.
She noticed three distinguished-looking men approaching her. They introduced themselves as representatives of a government agency and handed her a formal letter requesting three rooms for their guests, who were expected that evening. For Yawa-Attah, there seemed to be no need to open the letter, as the men had already conveyed its contents. Without realizing it, she responded in a gleeful tone, “We don’t have any rooms,” as if to proudly declare, “I have successfully checked in all our guests, and I’m very proud of myself this evening!”
“Where is the manager?” one of the men demanded authoritatively.
Yawa-Attah promptly requested the porter to call the manager on duty, who was at the casino at the time. Without her knowing, one of the three gentlemen followed closely behind the porter.
However, the manager never came up to meet the gentlemen, who waited for about an hour before leaving without saying a word to Yawa-Attah.
Yawa-Attah recalled the porter informing her later that the manager on duty had chosen not to meet the visitors, stating, “If Yawa-Attah says there is no room, then there is no room.”
Still unsettled, she went back to review her records and confirmed that there truly were no rooms available. She reflected on the incident: the gentlemen had arrived to make a reservation for their guests, who were expected later that evening. She also recalled that the government agency’s name had been added to the blacklist a few days before the incident. Lost in thought, she continued to reflect on the situation, taking a sheet of paper to draft her response.
Thank you for your letter. I am very sorry if I did something wrong.
About three months ago, I was working on the mid-shift, and the hotel was fully booked. I remember the gentlemen requesting rooms for their agency, but unfortunately, I was unable to accommodate them because there were no vacant rooms at the time.
Uncomfortable with her draft response, Yawa-Attah decided to stop by one of her brothers, a lawyer, to seek his advice. By the time she left her brother’s place, Yawa-Attah had a response to her query in hand. An extract reads:
I am writing on behalf of my sister, Ms. Yawa-Attah, in response to the query she received regarding her handling of a room allocation request by a government agency. As her legal representative, I seek to provide clarity on this matter and to ensure that all actions are evaluated in their proper context.
At the time of the incident, the hotel was fully booked, as verified by the official records indicating all 166 rooms were occupied. It was therefore not possible to allocate any additional rooms. Ms. Yawa-Attah acted appropriately by communicating this information to the agency’s representatives.
Additionally, it is my understanding that the government agency in question appears on a list of blacklisted entities maintained by the hotel. If this information was relevant to the query, it further substantiates Ms. Yawa-Attah’s inability to accommodate their request.
Lastly, I must express concern regarding the procedures leading to this query. It appears that my client is being held accountable for circumstances beyond her control, despite her adherence to established protocols and her professional conduct in managing the situation. Such actions could be perceived as unfair and detrimental to the working environment.
Ms. Yawa-Attah has always demonstrated a commitment to professionalism and strict adherence to the hotel’s protocols. It is disheartening to see her efforts questioned under circumstances entirely beyond her control. I respectfully urge management to reconsider the decision to query her and to acknowledge her diligent work in representing the hotel’s policies.
Should there be any need for further discussion on this matter, please do not hesitate to contact me.
Yawa-Attah was scheduled for the mid-morning shift from 10:00 a.m. to 7:00 p.m. the following day. Unfortunately, she arrived at work late, at 10:20 a.m., having encountered significant traffic and diversions along her usual route, due to a serious accident she had heard had occurred. Nevertheless, she promptly submitted her response to the query upon arrival.
Yawa-Attah was very confident that she would be exonerated as she worked through her shift. She steadied her breath as she tore open the envelope from the Head Office, which had been handed to her halfway through her shift. She was devastated: she had been summarily dismissed for allegedly being rude. Holding the letter firmly, she whispered a prayer, ‘Oh God, help me. Rude? What is this?’ Her expression remained unyielding—a quiet defiance against the storm she knew was coming.
Yawa-Attah sat at her desk, feeling like a stranger in a place that once felt like home. The office felt cold, its once-familiar atmosphere looked empty and devoid of meaning, mirroring her inner void.
“This cannot be,” she thought, her eyes scanning the letter again and again. The words “summary dismissal” and “rude” leapt out each time, and a cold wave of disbelief washed over her. She read it once more, as if the cruel message might somehow transform on a second pass. It didn’t.
As she clocked out and headed home, nothing mattered anymore except finding a way to tell her father and the rest of the family.
Yawa-Attah felt betrayed, not just by the system, but by the circumstances that seemed determined to work against her. She replayed the events in her mind, desperately trying to pinpoint the exact moment everything had gone wrong. Guilt crept in as she wondered if she could have done more; somehow achieved the impossible. Yet deep down, she knew she wasn’t to blame, which only made the sting of dismissal even sharper. Uncertain about what lay ahead, she resolved that this moment, as devastating as it was, would not define her forever.
This ends the narration on Echoes on Ghana’s Hotel Operations: The Genesis. Look out for the next installment, “Echoes on Ghana’s Hotel Operations: A Company is Conceived.”
Thank you for reading.
Disclaimer: This story is a work of fiction. Any resemblance to real persons, living or dead, or actual events is purely coincidental.
