HOTEL MANAGERS BLAME HOTEL OWNERS FOR POOR QUALITY SERVICES IN RWANDA`

The owners of Hospitality facilities and institutions have been blamed by Hotel managers in Musanze districtin Rwanda for the poor services they provide to their clients because their main aim is to make profits not considering authorization of human resource for better quality service delivery.

The hotel managers said the owners do not train their employees something that can affect the quality of services, pay them small amount of money and do not give managers a right to make decisions. So the owners of the facilities lead to the poor quality services.

They employ their relatives in the hotels yet they lack skills because they are only interested in making money. Jean Paul Niyoniligiye, one of the hotel managers said the lack of unskilled employees and lack of training have been the major causes of poor service delivery in the hospitality sector. The issue for service delivery concern the customers, hotel owners mainly and employees but the hotel managers are always blamed yet they are not allowed to make some decisions.

Chantal Barry a manager of Gorilla Hotel said the local institutions have to be blamed because they teach irrelevant subjects and do not help the students while still studying to carry out enough practicals.

He said clients come when expecting better services so customer care should be improved because it has an impact on the foreign visitors and the locals. A number of receptionists, waiters and waitresses in hotels in Musanze district have never been trained about customer services and some do not qualifications.

Musanze district is one of the major tourist destinations and has attractions like Volcanoes National Park which is a home to the rare mountain gorillas and has 17 hotels.

GORILLA SAFARI NEWS