Rwanda's hospitality sector has been on a growth trajectory over the past ten years since the country launched the MICE – Meetings, Incentives, Conferences and Exhibitions – strategy back in 2014. According to the Statistical Year Book released last week by the National Institute of Statistics of Rwanda last week, the number of hotel rooms has increased to 21,232 from over 17,078 back in 2020. Ten years ago when MICE was launched, the number was much smaller. The growth of the hospitality industry is vital for job creation and a major source for foreign exchange earnings. However, while the number of rooms is impressive, the industry must prioritise enhancing customer service to truly reach its full potential. While many hotels offer comfortable accommodations, some instances of subpar service remain a concern. This includes slow service, a lack of attention to detail, and inadequate staff training. These shortcomings, while they have gradually been addressed over the years, can significantly impact the guest experience and tarnish the country’s reputation as a premier tourist and events destination. To address these challenges, the industry must invest in comprehensive staff training programmes, and not leave it to government, because these hotels are the ultimate beneficiaries. These programmes should focus on developing essential skills such as communication, problem-solving, and customer care. Moreover, hotels should prioritise creating a positive and supportive work environment that encourages employee engagement and fosters a culture of excellence. Also, regular feedback mechanisms, such as guest surveys and online reviews, are crucial for identifying areas for improvement and these must not be done to tick boxes. They should continuously guide decisions of these facilities to improve customer experience. By actively listening to customer feedback and addressing their concerns, hotels can continuously enhance their service offerings and exceed guest expectations. By prioritising customer service and investing in the professional development of its workforce, Rwanda can solidify its position as a leading events destination. This will not only attract more visitors but also generate higher revenues and contribute to sustainable economic growth of the country.
