Addressing Operational Challenges in Nigeria's Hospitality Sector: A Field-Based Analysis of Workforce Management, Customer Experience, and Structural Deficiencies

This research presents a comprehensive, field-based analysis of operational challenges in Nigeria’s hospitality sector, with a focus on workforce management, customer experience, and structural deficiencies. Data was collected through on-site observations, structured interviews, and guest satisfaction surveys across fifteen hospitality establishments in Lagos, Abuja, and Aba. The study identifies key issues such as poor staff training, high employee turnover, inconsistent service delivery, outdated infrastructure, and unreliable power supply. Quantitative results are supported with statistical tables, bar charts, and thematic insights from managers and guests. Recommendations include targeted human capital development, infrastructure modernization, and customer-centric operational reforms to enhance competitiveness and service quality. This work is intended for academics, hospitality practitioners, policymakers, and development agencies seeking evidence-based strategies to improve the Nigerian hospitality industry’s performance in a globalized market.