Rwanda, this week, joined Tanzania as the second country in the East African Community (EAC) region to have hotels that are rated. Two hotels have been classified as five-star, four classified under four-star, while eight others were rated three-star, in an exercise conducted by experts from across the region. The development comes at a time when the country’s tourism industry continues to record steady growth, with new products often launched. The government and other stakeholders carry on with the campaign to promote customer service. With the main hospitality facilities now officially categorized, customers will have a clear understanding of the quality of services to expect from each of these establishments. The rating will also require the hotels to step up to the plate and meet customer expectations or risk downgrade. The rating is also likely to trigger competition in the hospitality industry which will, in turn, improve customer service – a key factor in an economy that aspires to become service based. In addition, hotels that have not earned top ratings, will now work towards higher standards as they strive for upgrades. Ultimately, this will result into better services delivered to the clients, who in turn will contribute to the growth of the tourism sector.
