Investors in the hospitality sector have been challenged to improve service delivery or risk losing clients.Albert Nsengiyumva, the Minister of State for Technical and Vocational Education and Training (TVET), urged hoteliers to put in place measures that ensure quality and professional conduct of staff.Nsengiyumva was speaking during the opening of a training seminar for hotel owners and managers and other hospitality establishments on Monday.“Offering excellent services is crucial for enterprise growth, and that is why it is at the forefront of government agenda,” Nsengiyumva pointed out.Njambi Kiritu, a trainer at the Hospitality Enterprise Development Institute, said it was essential for the hoteliers to set quality standards, train staff and motivate them.“Human resource issues always become product management issues,” Kiritu said, noting that visitors’ satisfaction was essential if they are to come back or recommend Rwanda to their friends.Joshua Mugenzi, the vice-chairman of the Rwanda Hospitality Association, added: “Though we are improving by the day, we need to professionalise the industry so that if someone wants to put up a hotel, they know how to properly handle guests.”Gaetan Ngabonziza, the TradeMark East Africa project co-ordinator in charge of professionalisation of the hospitality industry, noted that it was important to motivate and advise hotel owners and managers on how to improve service delivery since these groups were the key decision-makers of their companies.Statistics from the Rwanda Development Board indicate that the tourism sector generated $281.8m (Rwf178b) in 2012, up from $251.3m (Rwf159b) the previous year.
