President John Dramani Mahama has expressed concern over the state of customer service in Ghana’s tourism and hospitality industry, warning that poor service delivery is undermining the country’s ability to attract and retain tourists.

Speaking during a presidential media encounter, Mahama acknowledged Ghana’s natural beauty and cultural appeal but stressed that negative customer experiences continue to overshadow the nation’s potential as a top travel destination.

“One of the things that affects tourism in Ghana and West Africa is that our service [is] poor. You go to a restaurant, and they think that they are doing you a favour. You go to eat, and they think that you owe them, you know, to serve you,” he said.

He contrasted Ghana’s situation with other parts of the world where service providers actively engage customers and create a welcoming environment that encourages spending.

“If you go to other parts of the world, it's completely different. They are compelled to spend your money because they are all over you. Even before you finish the drink that they have given you, you are halfway. ‘Can I bring you another drink?’ And if you are the shy type and always say, ‘Oh yes, yes,’ and you forget that you have to pay for it,” Mahama added.

The former president also criticised the tendency of some business owners to prioritise family connections over professionalism when hiring staff, arguing that this undermines service standards.

"You spend so much money [to] set up an establishment, [but] instead of going for professionals, you will call your relatives from the village to come and serve people; they pay, and they can't even get their change. You can't find the waiter who took your money. And where you find him, he says, ‘Oh, we have no change.’ I mean, they have a certain sense of entitlement,” he said.

Mahama emphasised that until there is a shift in attitude and proper training in customer service, Ghana’s tourism sector will continue to struggle to reach its full potential.

“We have a beautiful country. People come, and I mean, they just say, 'This country is good,' but if you hear a lot of the feedback and you say, 'But what is negative about it?' Oh, your service is not the best. “Always, I mean, that’s the feedback that comes,” he noted.

While calling for government involvement, he stressed that the private sector must also take responsibility by prioritising customer satisfaction and investing in skilled staff.

By: Lucy Mawufemor Kpeglo