Mrs. Justina Ovat is a renowned Learning and Development Specialist, Customer Experience Professional, tourism leader, and service excellence advocate with over a decade of experience spanning hospitality, academia, organizational development, and workforce transformation.
She holds a Master Certificate in Hospitality Management from Cornell University’s School of Hotel Administration and is a Certified Hospitality Trainer with the American Hotel & Lodging Educational Institute. She is also a Certified Customer Experience Specialist (CXS)™ with expertise in customer-centric strategy, service excellence, organizational culture, and performance improvement.
As Lead Consultant at The ServiceCraft Company Ltd, she helps organizations strengthen service delivery, build high-performing teams, and align learning initiatives with business outcomes through competency-based training and structured performance systems.
Mrs. Ovat serves as the 2nd Deputy President of the Federation of Tourism Associations of Nigeria (FTAN), Vice President (Tourism) of the Calabar Chamber of Commerce, and a Senior Assistant Registrar at the University of Calabar. She is also the author of three books: My Hospitality, The Service Innovator’s Handbook, and Wow Moments.
At TRAVCONEXPO 2026,she serves as Moderator for the panel session:
Policy & Partnership — Shaping the Future of Travel Together
where she will facilitate conversations on collaboration among government, industry associations, and private sector stakeholders in advancing the future of travel, tourism, and hospitality in Nigeria.
