Author: Publisher

Rwanda has been known for its infamously pitiable and pathetic customer service. Recently, however, enormous strides have been taken to improve comfort, luxury and service of hotels and restaurants countrywide, focusing on better delivery to customers.

The Work force Development Authority (WDA) has been the driving force behind these commendable efforts which have contributed substantial positive feedback.

The program has undertaken this challenge by training people on a nationwide aspect especially in areas such as Rusanzi, Rubavu and Kayonza districts.

For the third time in Kigali, the weeklong training was categorized into four sections; front office, food and beverage service, housekeeping and culinary arts.

Commenting on the lessons, Beatrice Mutoni, the curriculum facilitator noted that. “Among what we teach include all the skills encompassing customer care within the four domains that are housekeeping, culinary arts, front office and food and beverage service.”

Yet much emphasis is put on culinary arts (cooking) module, food hygiene since they’re among the main basics that ensure better service.

Edwinson Ndizeye, acting head of culinary arts says: “There have been numerous reporting of food poisoning and this is something that can easily be prevented if certain hygiene principles in the kitchen are emphasized and negligence reduced.

Mutoni was also quick to point out that. “ We also teach many types of cooking methods such as the well celebrated “mise en place”method ,” she also added that, “many waiters make mistakes and are incredulous to certain things such as how to serve properly, the right way to address a customer, we cover all those fundamentals through what we teach,” Mutoni remarked.

Customer care service in Rwandan hospitality is one element that has been identified to be lacking in areas that go beyond the skills – the general attitude of the service providers. Mutoni sheds some light on this mystery by pointing out the fact that employers are the ones that can considerably contribute to the improvement of this factor.

“The receptionists, waiters and other service providers, in some cases work extremely long hours with an unsatisfactory remuneration, and these poor working conditions lead to negative attitudes and in the end, it’s the client that suffers.

“Despite this obstacle, it is apparent that employees still need a major acquisition of skills and with the work of the WDA, there has been a major success.

“Employers countrywide have appreciated the skills that we give to their employees , the knowledge they acquire soon becomes evident by the way services are improved, ” Mutoni said adding that, “positive feedback from employers can be seen with the recent increase in trainees that showed up in this month compared to April.”

Alex Munyaneza , acting head of hospitality unit highlighted that, “this time around we received a surplus of trainees ( a total of 168 )from owners of hotels and restaurants who were more than eager to have their staff employed for a better and efficient service provision”

This affirmative and optimistic response wasn’t only seen with the employers but the employees themselves. Vincent Gakwaya , a waiter from Sky Hotel noted that. “This training has really taught us much and we feel that with these new skills, we shall be operating more efficiently and better”.

Gilbert Kiza also sided with Gakwaya adding that. “With these new skills we feel that we are better prepared to face the day-to-day challenges in our duties as restaurant waiters.”