The Lead Hospitality Consultant at Murphy’s Pro, Omoruan Murphy, has warned that declining workplace etiquette, particularly overly informal staff interactions with vendors and contractors, could damage professional relationships and weaken the industry’s reputation.
According to the consultant, the Nigerian hospitality sector must reassess its staff training programmes to ensure that employees maintain professional communication standards with colleagues, vendors, and contractors.
He said, “Increasing informality in workplace interactions, such as addressing external partners by first names, could undermine professional relationships, erode respect, and negatively affect the sector’s reputation.
“Openness in the workplace is great, but it must be paired with discretion,” Murphy said. “Staff should know when to switch from casual internal tone to formal external professionalism.
That awareness is the mark of a mature hospitality professional.”
While many hospitality businesses encourage first-name policies to promote collaboration and a friendly work environment, Murphy noted that the practice often backfires when employees interact with third-party contractors, vendors, or business partners.
“Contractors and vendors expect a level of professional respect. When staff are overly casual, it can create confusion, diminish authority, and even affect negotiations or service delivery.
“Inconsistent communication styles can also result in misunderstandings, reducing efficiency and eroding trust in the organisation. Paradoxically, employees often revert to formal titles with guests, demonstrating awareness of professional boundaries, but fail to apply the same standard with external business contacts,” he explained.
He noted that professional etiquette in communication is particularly important in Nigeria, where respect and hierarchy remain culturally significant.
He added, “Informal salutations with external partners may signal unprofessionalism and damage the perceived credibility of hospitality businesses. The way employees address others, whether colleagues or contractors, directly impacts the organisation’s reputation.”
Murphy calls for a review of hospitality staff training programmes to include modules on cultural intelligence, professional etiquette, and context-based communication.
He continued, “By establishing clear protocols for internal and external interactions, businesses can foster a culture of accountability, respect, and professionalism.
“Structured training can help employees understand when to adopt a casual, collaborative tone internally and when to exercise formal decorum externally, a balance critical for operational effectiveness and brand management.
“Hospitality organisations must instil a clear understanding of professional communication. Respectful and culturally aware interactions with partners strengthen relationships and reinforce the organisation’s credibility. As Nigeria’s hospitality industry expands and engages a broader range of stakeholders, Murphy stresses that structured staff training is essential. Proper communication standards, combined with a professional workplace culture, are key to maintaining trust, protecting the brand, and ensuring long-term business success.
“Balancing openness with professionalism is fundamental. The industry must recognise that small lapses in etiquette can have real business consequences,” he concluded.
