In this exclusive interview with Travelscope Magazine, Nkiruka Biose, the General Manager of Clay House by Husk Collection Abuja talks about her life’s journey in the hospitality industry. She also speaks on sustainability practices in place at Clay House. Excepts:
* Can you share your experience in hotel management and the hospitality industry?
I am a goal-driven and result-oriented hospitality professional with a passion for delivering exceptional guest experiences. My mission is to ensure every guest leaves with a smile, as their satisfaction brings me the greatest fulfillment. My leadership style focuses on going beyond standard service to create memorable and personalized experiences and streamlining processes to ensure seamless, high-quality service delivery. Inspiring and equipping staff to take pride in their roles and deliver top-tier service. I’m always seeking ways to elevate service standards and guest satisfaction. With a passion for hospitality and a commitment to excellence, I strive to make Clay House a place where every guest feels at home.
* What are your greatest strengths and how could they contribute to your managerial position at Clay House Boutique Hotel?
One of my greatest strengths is cultivating a positive team culture centered on collaboration, motivation, and accountability. At Clay House by Husk Collection, this fosters an empowered and engaged staff, leading to outstanding guest experiences and efficient operations. I am a hands-on leader who leads by example. When the team is under pressure, I actively step in to support them, ensuring seamless service while reinforcing a strong work ethic. This approach encourages staff to follow suit, enhancing their ability to perform effectively and with confidence. Additionally, my strengths in strategic leadership and problem-solving enable me to make well-informed decisions that drive revenue growth, streamline operations, and preserve the hotel’s charm while adapting to industry trends. My passion for hospitality ensures that every aspect of the guest experience, from service quality to ambiance, aligns with our brand’s high standards.
* How do you stay competitive in a market with many hotels, and what are your strategies for attracting and retaining guests?
Staying competitive in a dynamic hospitality market requires a blend of exceptional service, unique experiences, and a strong brand identity. At Clay House by Husk Collection, we set ourselves apart by offering a modern, upscale, and bespoke hospitality experience that combines contemporary comfort with personalized service. Our brand is built on personalized service, ensuring that each guest’s stay is tailored to their individual preferences. Our goal is to make every guest’s experience distinctive, memorable, and truly personal, reinforcing the feeling that they are not just staying at a hotel but becoming part of a thoughtfully curated experience.
* What are the selling points of Clay House to stand out from other boutique hotels in Abuja?
Clay House by Husk Collection stands out from other boutique hotels in Abuja by offering a distinctive blend of modern upscale hospitality, artistic expression, and personalized service. Our unique selling points include: Bespoke Hospitality & Personalized Service – We go beyond traditional hospitality by tailoring each guest’s experience to their individual preferences, ensuring a warm, welcoming, and home-like atmosphere. Integrated Art & Design – Our boutique hotel features a curated art gallery, celebrating local artists. The fusion of art, textures, and colors creates an immersive and visually stunning environment that inspires creativity and relaxation. Exclusive Culinary & Bar Experience – Our restaurant and bar offer a refined dining experience, featuring a carefully crafted menu that highlights local and international flavors, served in an intimate and stylish setting. Prime Location: Situated in the heart of Abuja (MAITAMA), Clay House is strategically located to provide easy access to business hubs, cultural sites, and entertainment while maintaining an exclusive and tranquil ambiance.
* What strategies do you employ to maintain high standards of cleanliness and safety within the hotel?
Maintaining high standards of cleanliness and safety is essential for guest satisfaction and operational excellence. We implement rigorous cleaning protocols through well-defined Standard Operating Procedures (SOPs) across all departments, ensuring consistency and efficiency. Regular inspections and checklists help uphold these standards, while ongoing staff training reinforces hygiene best practices and compliance with safety regulations. Guest feedback plays a crucial role in evaluating and improving our performance. In the kitchen, we adhere to strict protocols for ingredient handling, deep cleaning, and staff health checks, with all service staff undergoing regular screenings. Security measures include CCTV monitoring, secure access controls, and a well-trained team to ensure a safe environment. Additionally, fire safety remains a priority, with routine extinguisher checks and well-structured emergency evacuation plans in place.
* How do you use technology to improve hotel operations and enhance the guest experience?
Technology plays a crucial role in streamlining our operations and enhancing the guest experience. We leverage a cloud-based property management system (PMS) to efficiently handle reservations, guest check-ins and check-outs, and housekeeping schedules. Complimentary high-speed Wi-Fi and in-room smart TVs ensure guests stay connected and enjoy a personalized experience. Additionally, our CRM system helps us track guest preferences, allowing us to tailor services for returning visitors. To maximize direct bookings, we maintain a user-friendly website and integrate seamlessly with online travel agencies (OTAs), making the reservation process smooth and convenient.
* What sustainability practices are in place at the hotel, and what are your goals for reducing the environmental impact?
At Clay House Hotel, sustainability is at the heart of our operations. We’ve implemented several eco-friendly initiatives to minimize our environmental footprint, focusing on energy efficiency, responsible sourcing, and conscious guest experiences. Our automated lighting system optimizes energy use, while LED bulbs significantly reduce electricity consumption. To conserve water and reduce detergent waste, we encourage guests to reuse towels and linens during their stay. We also prioritize fresh, locally sourced, and seasonal produce to support sustainable agriculture. Additionally, our eco-friendly amenities, including toiletries and cleaning products, are carefully selected to align with our commitment to environmental responsibility.
* Training is essential in hotels; how do you plan to oversee regular training of new and old staff as the hotel’s manager?
Training is fundamental to maintaining high service standards at Clay House Hotel. As General Manager, I implement a structured, continuous learning approach to ensure both new and existing staff uphold our brand values and service excellence. New employees go through a comprehensive onboarding process covering our hotel culture, brand standards, and service expectations. To facilitate a seamless transition, we pair them with experienced team members for hands-on guidance. Regular training sessions reinforce key areas such as guest interaction, service quality, and sustainability practices, including eco-friendly initiatives and waste reduction. We also adapt our training programs based on guest feedback, performance reviews, and emerging industry trends to ensure continuous improvement.
* What are the challenges of hotels in Abuja and your strategies for overcoming them?
Hotels in Abuja encounter several challenges, but with the right strategies, we effectively navigate them to ensure exceptional guest experiences. One major challenge is attracting and retaining guests in a competitive market. To address this, we maintain a strong online presence through a well-optimized website, active social media engagement, and direct booking incentives. Additionally, we ensure uninterrupted guest experiences by investing in a reliable backup power supply. Another key issue is recruiting and retaining top hospitality professionals. We tackle this by offering competitive salaries, career development opportunities, and fostering a positive work culture that encourages long-term commitment. Guest safety is always a priority, given security concerns in certain areas. We have robust security measures in place, including advanced surveillance systems for 24/7 monitoring and strategic partnerships with local authorities. Additionally, our choice of location in Maitama, one of the safest areas in Abuja, adds an extra layer of security and peace of mind for our guests. Finally, fluctuating demand due to political activities, business events, and seasonal changes can impact occupancy. To counter this, we develop tailored promotions to attract different guest segments while also focusing on corporate clients and long-stay guests to maintain stable occupancy throughout the year. By proactively addressing these challenges, we ensure our hotel remains a top choice for visitors to Abuja.
* Where do you see Clay House Boutique Hotel in 5 years?
In five years, Clay House will be a recognized name in Abuja and beyond, known for its exceptional service and immersive guest experiences, recognized for its unique blend of art, culture, and personalized service. With a growing base of repeat guests and loyalty program members who associate the brand with warmth and exclusivity. As we all know, Clay House is the first offering of the Husk Collection brand; its success will lead to the development of more locations to come under the Husk Collection brand.
