John Mugabo is the founder and Managing Director of GMK Consultancy, a hotel and hospitality management company. In an interview with Moses Opobo, he explains his choice of career, and the significance of the wider hospitality sector.

What do hotel management consultants do?

We offer creative and customised hotel management consulting services for existing properties. At GMK, we specialise in operating efficiencies in the room, food, and beverage departments. We do market share analysis and improvement, e-commerce maximisation, benefit analysis and human resource deployment.

What prompted this career move?

Two years since my return to Rwanda, I have noticed a very big and widening gap between hotel investors’ aspirations and hotel management efficiency; where local hotel investors have passion and ability but never stay long due to lack of practical skills management schemes available in this sector even to those who graduate in the hospitality sector. This discrepancy has a direct effect on both the sector as well as national development.

What is a good hotel, to you?

A good hotel is not necessarily rated by stars. Even hotels with fewer amenities and aging facilities can be popular if the management is efficient. A well-run hotel is easy to identify from the moment guests arrive. Front desk clerks are dressed in a proper uniform, ready to greet guests with a friendly smile. Rooms are immaculately maintained, and all facilities are well stocked. If guests have a need, the staff help solve it promptly.

What would you tell a foreigner visiting Rwanda for the first time about the country?

I would first find out if they have any prior idea about Rwanda’s dark past, before I delve into the bottomless, heart-soothing present achievements and bright future aspirations of the country.

What is the best way for hospitality service providers to conduct themselves in this season?

Exceed the ordinary by feeling the toll of the particular truth of this season in many hearts around Rwanda. It’s an opportunity to represent hospitality in its entirety and underscore its significance in a society as this. 

Lastly?

Yes, cold blood and innocent deaths deserve sympathy, protection and defence.