The focus of this feature is on “The Hidden Cost of Ignoring Hospitality Excellence in Ghana”. Ghana’s hospitality sector can boast beautiful buildings, modern facilities, luxurious rooms, attractive restaurants, sophisticated technology and impressive ambience. If service excellence is fundamental to Ghana’s competitiveness as a tourism and hospitality destination, then recognising the people who consistently deliver it should not be treated as an organisational norm. It should be regarded as a strategic investment in the culture, reputation, productivity and future competitiveness of Ghana’s hospitality industry. To this end, the question is not merely, “How much does it cost Ghana when hospitality excellence is repeatedly ignored?”