Echoes on Ghana’s Hotel Operations: The Genesis—The Learning Curve

Beyond Learning the Ropes: In the last installment Yawa-Attah faced a traumatic experience when Mr. Pascal, a frequent and familiar guest, attempted to assault her under the pretense of discussing a service issue. She narrowly escaped the dangerous situation by summoning her inner strength and defending herself with a nearby object before fleeing to a washroom. This incident left her shaken with disbelief and fear, questioning how someone she had shown respect could behave so badly.

Yawa-Attah realized the importance of being vigilant and cautious in her interactions with guests, regardless of their outward respectable appearance or behavior. This event marked a turning point for her, leading her to mentally draw a fine line between herself and guests to maintain a facade of strength and control, ensuring her safety and well-being in her role.

The Learning Curve: Encountering the Night Shift

It was a Saturday, and Yawa-Attah was scheduled for what she assumed to be an uneventful and slow-paced shift from 10am to 7pm. When she was getting ready to compile her handing over notes at 6:30pm, her reliever had not turned up. In those days, there were no cell phones, and generally, people did not have landlines in their homes, so she just needed to wait and wait.

“At no point should the front desk of the hotel be left unmanned. Best practice is, you stay until a replacement comes,” Yawa-Attah recalled those words from Mr. Aanani several months ago.

By 7:40 pm, Yawa-Attah’s replacement still hadn’t arrived. She started preparing herself for the long night shift ahead. It would be her first time, and the uncertainty filled her with nervous anticipation. However, even though she was hoping her reliever would come, she also took comfort in knowing that the experienced night cashier, who was well-versed in night audits, would be there to provide support if her nerves got the better of her.

As the hotel’s nightlife began to unfold at about 11pm, she was confronted with a world that clashed with her deeply rooted beliefs. Yawa-Attah grew up in a strict religious household under the watchful eye of a disciplinarian father. Her upbringing ingrained in her several prejudices about what was deemed acceptable behavior, especially for females. Her family emphasized modesty, duty, and adherence to religious values, leaving little room for deviation from these principles.

Yawa-Attah couldn’t help but notice the arrival of several “night girls,” dressed in revealing outfits. Their confidence and boldness starkly contrasted with the modesty she had been taught to uphold. As they mingled with guests, Yawa-Attah felt a wave of embarrassment wash over her. She couldn’t understand how these ‘ladies’ could be so comfortable flaunting themselves in such a manner. The activities she witnessed further heightened her discomfort, as she observed interactions that she had always been taught to avoid.

As Yawa-Attah stared in disbelief, her mind flashed back to the stern warning her boss, Mr. Aanani, had given her on her first day at the hotel. It was as vivid as though he were speaking to her right now. “Hotels are slippery grounds. Plenty of money, plenty of food and drink, and plenty of men. You must be careful not to slip and fall,” he had cautioned…As a young lady working in a hotel, you must be careful. You should stay vigilant and not let yourself be tempted or led astray.” His voice had been low and serious, echoing in her mind as she stood there, grappling with the scene before her.

At the time, Yawa-Attah had nodded politely, but she hadn’t truly grasped the gravity of her boss’s warning. The memory of narrowly escaping sexual assault from a guest lingered vividly in her mind. She had been naïve, believing that the hotel was a place of work, a place where she could earn a living and build a career. But now, Yawa-Attah realized her boss had been warning her about something more dangerous.

The hotel was indeed a slippery ground, a place where morals could easily slip and fall. And Yawa-Attah was beginning to understand that she was not immune to its dangers.

Throughout the night, Yawa-Attah struggled to reconcile her prejudices with the reality before her.

She realized that her strict upbringing and her boss’s warning hadn’t prepared her for the complex world outside her family’s protection. As she tried to focus on her work, she found herself questioning the judgments and beliefs she had always held.

Just then, her reliever, Justice, arrived, looking exhausted and apologetic. He explained that he hadn’t been able to find a vehicle from his village after visiting his sick mother, which had delayed his arrival. It was 2:55 am. It was too late for Yawa-Attah to get a vehicle to go home.

Yawa-Attah’s reflections on the lives of the “night girls” lingered for a long time, causing her to feel a mix of discomfort and empathy. She couldn’t help but wonder about their stories, their struggles, and the choices that led them to this line of work.

“Although I still didn’t fully understand their world, a blend of empathy and curiosity stirred within me. I often found myself feeling a deep sense of compassion for the night girls, imagining the challenges and tough decisions they must face. As I tried to make sense of my conflicting emotions, I began to question my own assumptions and judgments.

Why did I so quickly dismiss them? Was it because of my upbringing, the values instilled in me, or the warnings from my boss? I had always believed that a respectable job meant a respectable life, but was it really that simple? Could I truly judge them when I hadn’t walked a mile in their shoes?

Each girl had a story, a past, a reason for being here. Their lives were likely more complex than I could ever imagine. It wasn’t fair to pigeonhole them based on my limited perspective. I needed to understand that circumstances could shape people in ways I couldn’t fathom.

Maybe, just maybe, my judgments were clouded by my own insecurities and fears. It was time to look beyond the surface, to see them as individuals with dreams, hopes, and struggles, just like me. Perhaps in understanding them, I could also understand myself better, and learn to approach the world with more kindness and openness.”

Yawa-Attah gained a deeper understanding of the complexities of human behavior. While she still held her values close, she realized the importance of withholding judgment and approaching others with an open mind. She decided to adopt a more compassionate and understanding attitude, both in her professional and personal life.

The night shift turned out to be an unexpected learning experience for Yawa-Attah. It challenged her prejudices and broadened her worldview, revealing that the world was more complex and diverse than she had ever imagined. This experience became a significant step in her journey of personal growth and self-discovery, transforming her into a more empathetic and open-minded individual.

Yawa-Attah later discovered in her hotel career that night shifts were not always as eventful as the ones she had often experienced. She learned a variety of accounting tasks, including reconciling accounts and ensuring that all financial records and data were accurate and up-to-date. During the night audit, as part of the front desk team they would close out all open accounts and ensure that all charges had been posted accurately. They would also verify that all room rates had been charged correctly and that any discounts or promotions had been applied as intended. The night audit team reconciled all payments made by guests, including cash, credit cards, and other payment methods. Back then, it was all done manually!

Over the years, guests have complained about the nuisance caused by ‘night girls’, prompting hotels to implement policies to address the issue. Hotels understand that openly allowing them to entertain guests can tarnish their reputation.

Thank you for reading! Stay tuned for the next installment.

Disclaimer: This story is a work of fiction. Any resemblance to real persons, living or dead, or actual events is purely coincidental.