Dr. Pierre Damien Habumuremyi, has urged hoteliers to implement changes that will ensure good standards customer care and improve of what was criticized by the taskforce setup by his office to monitor the performance
This was revealed during the meeting held on January 3, 2012, where Habumuremyi warned that hotels that will fail to improve their service delivery will be penalised.
The meeting comes after a series of inspections carried out by a taskforce set by Prime Minister to inspect on service and customer care in Hotels and other institutions that are service oriented in the Rwanda.
“Though Rwanda is doing well in various sectors, we need to improve in hospitality which is also a key to boost the development of the country,” said Habumuremyi.
He pointed out what hoteliers should respect in order to improve on service delivery including: setting up sign posts showing where to get services, the time it takes and requirements, hotels to set and show service standards by using electronic billboards illustrating all services, where to find them and the time it takes to get them, all Hotels to work on hygiene especially in the kitchen, stores and should also receive customers and provide all needed information on their services, hotels owners should to employ qualified staff, and make regular trainings to increase professionalism, hotels owners shall improve the well being of their staff by providing medical checkup every 3 months and feed them with good food and eat on time in a clean place, clean and maintained dressing room and provide training to employees among others.
During the meeting hoteliers also agreed on the use of line booking, check in/out and the electronic payment and to set up wireless connection in and out of the Hotels. They were also urged to have a clean compound and infrastructure
This came shortly after the 3 months campaign to boost service delivery in various government and private institutions, where they set up a taskforce that will be charged with monitoring and inspection of how service is offered to people.
“The inspection will go on in the country to find out the implementation of quality service and where found the same mistakes, the taskforce will be warning them and if not improved serious measures will be taken against them,” the Habumuremyi added.