On Thursday, 145 hotel staff completed a two months training programme in customer care skills. The training was organized jointly by Rwanda Development Board and SNV Rwanda, with the aim of creating positive change in the hospitality industry.

This training is a strategic intervention in a sector that is fast becoming a core industry in the country. Rwanda has over the last sixteen years, undergone tremendous economic recovery and development. Today, the country is seen as a major investment and tourist destination.

Many Rwandans are increasingly becoming more economically affluent with greater purchasing power than ever before.Here, the implication is that the hotel industry, specifically, and all other service providers, have more customers to serve. At the same time all these services are supplied by many providers.

Therefore, the need for quality service is greater than ever before, both to attract and retain customers and to survive and thrive in business.Customer care, therefore, can determine whether a business remains in operation or fails.

At the same time the quality of customer care in our hotels where many visitors get a first impression of business in the country is of paramount importance..

Therefore, all hotel owners and other service providers should take advantage of the available training opportunities, to equip their employees with customer care skills, in order to promote and sustain quality service provision in the businesses.

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