customer service in Rwanda. Some of the notable previous related studies
include: Poor Customer Service and its Impact on the Rwandan economy done by
Institute of Policy Analysis and Research – Rwanda (IPAR) July, 2009; and
Rwanda National Customer Satisfaction Survey: Results and conclusions, March
2010. These reports concluded that Rwandan customer Service is seen as the
worst in the East African region, which comprises of Rwanda, Burundi, Uganda,
Tanzania and Kenya.
In light of these results, Rwanda Chamber of Tourism has recently conducted a
qualitative research to determine the causes of poor customer service in
hospitality industry. The results of the study show that lack of professional
skills and lack of motivation within the industry constitutes among others the
causes of poor customer service. The lack of professionalism was attributed to
inadequate training to impart professional skills on not only frontline staff
but also on managers and owners of hospitality establishments who together play
an important role in enabling customer service delivery.
1. Objective of the consultancy
of certified trainers in hospitality industry to assist in capacity building of
its members. Specifically, the consultants will:
– Develop a detailed training program for managers and owners of hospitality
establishments in line with the following guidelines:
Module 1.
• Introduction to Tourism and Hospitality (Basics)
• Regional and Global Trends in Tourism
• Internal and external guests
• Managing and growing of tourism businesses and hospitality in line with
the country’s 2020 vision
Module 2.
• Best practices in Human resources management
– Employment laws
– Hotel departments and organizational charts
– Recruitment
– Training
– Motivation
– Performance management
– Management style
– Staff empowerment in decision making
Module 3.
• The role of ICT in tourism industry
• Internal and external business systems and processes
• Logistics management
• Finance for non –finance managers: budgeting and Cost accounting
Module 4
• Creating a conducive environment for customer service experience
– Time management
– Wellness and hygiene of service providers
– Safety and security of house occupants
– Monitoring and evaluation of service and products
• The basics principles to successfully fulfil guest expectations and needs
• Best practices of customer complaints management system
• The basic principles of customer relationship management
– Conduct training sessions with owners and managers
of hospitality establishments
2. Location and duration of the consultancy
covering at least 60 establishments in the Tourism and Hospitality
Industry
• The duration of the consultancy is 7 months
3. Profile of the consultant
Hospitality industry by Rwanda Development Board (RDB) and Rwanda Hotels,
Restaurants and Bars Association
To Apply
tender documents including detailed profiles of their firms and their CVs. The
expression of interest must be submitted in the form of separated technical
proposal (Detailed Training programs, daily training fees and duration of
training sessions) and financial proposals of consultancy services at PSF
reception, Gikondo not later than 30th May 2013 at 3pm. The opening of bids
will be conducted on the same day at 4pm.For more information, please do not
hesitate to send us an email to the following address:
gngabonziza@rwandatourismchamber.org.
Chairman
Chamber of Tourism
