Rwanda : World Class hospitality academy raises hopes for improved customer care

 The Micros 3700

The Micros 3700: a Front Desk tool at Remera Hospitality Training Center

Complaints of poor customer service especially in the hospitality sector in the country has become a song on everyone’s lips.

Some have even come up with theories that suggest that nothing can ever be done to correct this while others say that it is natural to Rwandans to offer poor services.

It is this reason that the government through the Workforce Development Authority (WDA) put in place a world class hospitality academy at Remera in Gasabo district.

The Academy that has just been launched but have been operational since July is expected to be the source of delivering an internationally competitive training needed in the Hospitality and Tourism sector.

Students at this academy are working employees of hotels and restaurants. They go through training programs that last for over 240 learning hours (approximately 9 weeks) in technical skills which underpin knowledge and customer care at the Academy.

Besides the common modules of customer care, Workplace communication, Safety and Security, Hygiene and Personal grooming as well as professional etiquette, the training programs are specialized in skills that align to the following four (4) major functional departments of a hotel.

These are; Front Office, Food and Beverage Service, Food Production/ Kitchen as well as Housekeeping Operations.

The Minister of Education Dr Vincent Biruta says that the Hospitality and Tourism sector is very vital in the transformation of the Rwanda’s social-economic sector and its contribution to the country’s economy has been very substantial.

To sustain the sector’s benefits, the government is committed to support all initiatives that are aimed at improving its performance in particular the quality of service in the sector.

He calls upon the private sector to invest and create more training opportunities for their staff and ensure that the issue of poor service delivery is eradicated in Rwanda.

“Putting many efforts to these trainings programs will not only help Rwanda to improve its service but also will reduce on the reliance to expatriates who in most cases are very.”