By Elias Hakizimana.
Hospitality has proven to be a money-making business from either local or foreign guests (including tourists, people attending meetings or other social-economic or political events) when service providers ensure good customer care.
The sector continues to improve its customer care services in Rwanda to win clients’ hearts, trust and acclamation, it is expected to raise tourism revenues from $438 million currently to $800 million by 2014.
One strength is to ensure good service delivery according to Charles Bagarirayose, a passionate and professional in hospitality industry in Kigali.
After having significant experience in the field, he confirms that it has evolved and changed the image of how it looked like since a couple of years ago.
His contribution to the industry after his graduation from University of Tourism, Technology and Business Studies was to help the Hotel that is employing him to establish a strong team made of skilled people, to raise interests by setting good management system.
Bagarirayose advises industry players to train their staffs to understand that good customer care is paramount.
“Hospitality industry has many benefits to the citizens, nation and its businesses, people should be caring besides having good buildings, they have to establish systems that ensure the returns on their investment, Rwanda does not have many minerals but is good at caring the guests,” he says
He went on saying that many investors face losses as a result of insufficient customer care and less value of hospitality.
“You will find many businesses closing doors not because they have not planned well their commerce but for not caring and strengthening customer care and hospitality” he added saying that every business progress builds on customer care.
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