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.
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 recommend a wide customer care
campaign through the media with TV shows, radio program, and industry service
bulletin with the aim to make the general public aware of the kind of service
entitled to them and that the service providers are continually reminded of the
service level that are expected of them. The campaign is expected to increase
awareness of service standards expected in hospitality industry in order to bring
about positive behaviour and mindset change among hospitality professionals
with regard to customer care.
1. Scope and objective of the assignment
of a professional TV show producer to participate in the customer care
campaign.
•Produce TV shows sketches on the state of service delivery in tourism and
hospitality industry, the role of customers in service delivery, the role of
service providers in service delivery, scenarios showing a good customer
service delivery and others.
•Make video records of the TV show sketches and submit them to the secretariat
of the Chamber of Tourism
•Consult with the secretariat of the Chamber of Tourism prior and during the
production of Sketches
2. Nature and duration of the assignment
over a period of 8 month from May to December. The sketches will be produced on
demand by the Chamber of Tourism and the consultant will be paid up according
to the number of produced sketches. The produced sketches will show
different scenarios such as poor service delivery, better service delivery, the
role of customer in service delivery, handling of customer complains etc. The
production of sketches will be done in hospitality service areas such as
hotels’ receptions, restaurants, and other hospitality establishments, as well
as tourism attractions.
3. Profile of the consultant
• Must possess thorough understanding of the service sector, especially in
hospitality industry
• Proven track record of TV shows sketch production
• Be knowledgeable of Rwandese culture on hospitality matters
• Must be fluent in Kinyarwanda and English. Knowledge of French is
advantageous
To Apply
tender documents including detailed profiles of their firms and their updated
CVs. The expression of interest must be submitted in the form of separated
technical proposal and financial proposals of consultancy services at PSF
reception, Gikondo not later than the 26th April 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