KIGALI - A group of 145 hotel staff have completed a two-month training programme in customer care kills, which was organized by Rwanda Development Board (RDB) and SNV Rwanda, in an effort to improve the hospitality industry.
In a function hosted at the Rwanda Tourism University College on Thursday, the graduates, who are already employed in various hotels in Kigali City, were awarded certificates by the Portfolio Coordinator of SNV Rwanda, Antoinette Uwimana, in the presence of Emmanuel Werabe, RDB’s Deputy Director for Tourism.
She urged them to create a union that would help them advocate for the rights whenever they are treated unfairly by their employers.
In his speech, Werabe commended hotel owners for letting their staff participate in the programme, saying that it would benefit their businesses in the long run.
“The government has in the past been involved in various programmes aimed at improving the customer care sector in Rwanda, especially in the tourism industry. This is a sector that has been steadily growing and has the capacity to support our economy,” Werabe said.
“In 2003, there were only 608 hotel rooms in the whole country. Currently there are over 5,000 rooms spread across the country. We should take this sector seriously and overcome the perception that hoteliers in this country offer poor customer care services.”
Werabe also called upon hotel managers to value their staff and introduce incentives that motivate them to work with a good attitude.
“Although you have been trained and know what to do, your managers also have the duty to offer you good working conditions. You must be given contracts, health insurance and all other benefits so that you can be happy at work,” Werabe told the graduates.