RHRA MEETING ON CUSTOMER CARE AT MVK – 19.08.09

A summary of the Customer care meeting

The meeting agreed on the following action plan:

Rwanda Hotels & Restaurants Association (RHRA), Kigali City Council (KCC) and Rwanda Development Board (RDB), in collaboration with the Workforce Development Authority (WDA) and the Centre for Skills Development (CSD) agreed to:

1) Create awareness of the campaign being spearheaded by RDB and KCC regarding the status of Customer Care in the hospitality industry.

2) Facilitate a Capacity Building/Basic Customer Service training which is to be conducted by CSD and WDA.

3) Introduce an Evaluation Scheme: The Mayor's Award

a) Nominate a panel of judges made up of members of RDB, KCC, WDA, CSD and RHRA that will assess the level of customer care within the hospitality industry once training has been conducted;

b) Invite customers to participate in the assessment exercise at a later date;

c) Set a timeline for holding the first nominations.

Members of RHRA, KCC, RDB, WDA and CSD are to meet on 20.08.09 to schedule the agreed action plan. The team’s key priority is to identify the 10 most urgent training areas in customer care that will be addressed by immediate training.

WHO/ Minisante meeting

The President of the RHRA attended the meeting

key points are:

They have chosen 24 Hotels and they expect all the 610 visitors to eat in our restaurants because they will provide them with only tea break and coffee.

Please provide our members with the following information:

1. The meeting is organized by WHO ( World Health Organization) in collaboration with Minisante. It will take place from August 31st- September 3rd.

2. 24 hotels have been selected to accomodate them. They should already have received the reservations. The list of recommended hotels & restaurants can be found on http://www.afro.who.int/rc59/documents/

3. All restaurants owners are encouraged to advertise at these hotels so that the guests will eat at their place especially those in the downtown area near Serena Hotel where the meeting will take place.

4. Two Hotels will be their medical center in case of emergencies: LAICO and SERENA.

5. They propose anti-malaria spraying in the chosen Hotels. Confirmation through RHRA is required from hotel owners who would like their hotels sprayed.

6. In case of any queries the contacts are:

Contacts

- WHO representative Koffi - 0788739101

-MINISANTE- Christine : 0788305561

The Art of Customer Service

Customer service begins with a persons passion to make another person feel welcome!

General Assembly Meeting

RWANDA HOTELS & RESTAURANTS ASSOCIATION (RHRA)

General Assembly
Election of a New Committee for the Rwanda Hotels & Restaurants Association

PRESS RELEASE

The Rwanda Hotels and Restaurants Association held a general assembly on July 31st, at Alpha Palace Hotel.

Key on the agenda was the election of a new Management Committee.

In his opening remarks the President of the Chamber of Tourism, Mr. Emmanuel Rusera noted that although the Association had accomplished a number of achievements, the time had come to elect new leadership in order for the Association to thrive. He thanked the outgoing committee, giving special thanks to the President, Mr. Augustin Mukenzangabo, for his tireless contribution to the Association during his tenure.

In his speech, Mr. Mukenzagabo enumerated several of the association’s achievements, citing:

- The Association’s successful partnership with WDA (Rwanda Workforce Development Authority)
- Courses that had been held for RHRA members
- Certification meetings that had taken place with the Kigali City Council
- Mediation that had been held between hotel and restaurant owners and the Ministry of Health and other government bodies.

The outgoing president also made mention of goals that had not been attained and requested that the new Management Committee fulfill them. Some of these were:

- The issuing of certificates to trainees
- The launching of a successful membership drive
- The creation of a website
- The creation of a Secretariat

In his response, the newly elected President, Mr. Eric Musanganya, promised to bring positive change to the Association by sensitizing members to the benefits of joining the Association and growing its membership base. He also promised to create a Hospitality website and update the existing members’ database to form a solid and coherent network. The urgent matter of poor Customer Care within the industry would also receive the Association’s full and immediate attention.

Wrapping up, the President of The Tourism Chamber, Mr. Rusera thanked the Association members for participating in a transparent and well-organized election process. He concluded by wishing the new Management Committee every success during its term in office.

The new committee of the Hotels and Restaurants Associations:

1) President: Mr. Eric Musanganya, Managing Director, Bloom Hotel - Kimironko
2) First Vice President: Mr. Mugo Maringa, General Manager, Serena Hotel, Rwanda
3) Second Vice President: Mr. Joshua Mugenzi, Proprietor, Lighthouse Resort
4) Secretary: Solange Katarebe, Director, Republika Lounge, Kiyovu
5) Treasurer: Daphne Kajugira, Proprietor, Africa Bite, Kimihurura
6) First Technical Advisor: Ryan Plakonouris, General Manager, Mantis Hospitality, Rwanda
7) Second Technical Advisor: Malik Radjab, Manager, Virunga Coffee Shop, Ruhengeri