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ISSUE 27: SEPT - NOV 2016



Pas de qualité de service sans collaborateurs compétents et motivés

ENGEN SMILE AFRICA Boosting Dynamic Service Sarah Doukoure ENGEN MD





Ujye Ushimira Ku Byo Bakweretse Ko Bitagenda

Failing Forward


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Hospitality is key to developing Tourism

CEO / PUBLISHER: Sandra Idossou ENGLISH EDITOR: Aryantungyisa Otiti


ne of the first things I learnt while in Hospitality and Tourism school was that the tourism industry is not about selling products but rather experiences. Services are usually very tangible and touching emotions is usually what makes a place a good destination. When we decided to do this special focus on Tourism/Hospitality, we made a quick poll on our social media networks with this simple question: Which of these challenges should our Hospitality sector look into urgently? The following were the responses: Customer Service – 50% Qualified Workforce – 32% Quality of Products – 18% Rwanda is beautiful, safe and clean with excellent ICT facilities. Over the past years a number of facilities have opened up for different tourism sectors thus making, hotels, restaurants, tour operators, entrainment, attractions, transport etc. key components in this sector. Today Rwanda is blessed to have huge modern conference centres geared to promoting the Meeting, Incentive and Conference (MICE) sector. This segment is an excellent way to boost economies. But obviously, these are not the only things that drive our tourism and hospitality sector. My background is in Hospitality and even though I have moved on in my career to work on diverse projects, hospitality remains my first passion. Tourism and hospitality are co-related and usually grouped as a single industry. Globally, hotels are important for providing facilities for recreation and entertainment, meeting and conferences. Hospitality therefore requires all the seriousness and professionalism. Hospitality is not an industry for people who have failed in school. It is like any other profession and requires expertise and know how. In order to satisfy the customer, we have to apply hospitality to the food and beverages sector. In the tourism industry, people are not just looking at the facilities or the price offered, but also looking at the services provided. As service providers we should provide the best services ever, we must exceed the customers’ expectations. When customers and tourists are satisfied with their previous experience, they usually return and become the destination’s word of mouth advertisers. What are some challenges of this sector in Rwanda? How does competition drive the sector? Is recruitment an area that needs more attention? These are some of the questions we intended to raise during this focus. As usual, we went round many institutions seeking for partnerships for this special feature. Our plan was to have a wider focus, printed in a larger quantity but this was not possible due to the limited partnerships from key institutions in Rwanda. We are grateful to all those who supported us! Enjoy the reading and please send us your feedback on our social media platforms.


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KINYARWANDA EDITOR:Gaspard Habarurema FRENCH EDITOR: Diana Ramarohetra MARKETING CONSULTANTS Bea Umwiza: +250 788 304 226 Eva Gara: +250 782 029 803 DESIGN, LAYOUT & PHOTOGRAPHY: Lange technologiez Tel: +250 789 720 480 CONTRIBUTORS: Sandra Idossou, Shiprah Kenganzi Kiiza, Kakure Kishindi Gilbelt-Courlis,Charles Okwalinga, Olga Sanvee, Peter Tumwebaze, Rachna Pande, George Katurebe, Simion Kwizera. THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: Engen Rwanda Limited, Ecobank, UAP Insurance Rwanda,Radisson Blu, East Africa Tourism Platform, Akagera Aviations, Akagera Business Group, Hotel Des Mille Collines, Serena Hotel, Pili Pili, Bralirwa, Aflink, Select Kalaos, Akagera Game Lodge, Zen, Akilah institute for women, The Ranch, African Parks DISCLAIMER: The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in prepar- ing this magazine, The ServiceMag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures. KNOWLEDGE IS POWER The ServiceMag Rwanda Tel: +250 788 781 562 email:









































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Letters Quelle énorme joie que je ressens chaque fois que je vois une nouvelle édition de votre magazine. Il est, pour moi, une grande inspiration que lorsque j’ai changé d’institution, je leur ai fait connaître votre magazine. Continuez ainsi The ServiceMag, je suis très fière de vous !!!

Je suis directeur d’une école secondaire technique. Votre magazine a été pour moi un mode de vie que j’ai poussé tous mes élèves à le lire et l’aimer. Vos conseils sur la qualité de service et le business a suscité en moi une envie de changer notre façon de penser.Je vous aime vraiment beaucoup.





Je suis toujours émue chaque fois que je vois une nouvelle édition de votre magazine. Ma section préférée est « NEWS IN BRIEF » ou vous parlez de l’actualité. Vous publiez de très bons articles en tout cas, je vous souhaite d’avoir encore plusieurs éditions dans le futur.

Je tiens à remercier chaque membre de votre équipe pour votre excellent travail.Votre magazine m’a aid faire mon mémoire de fin d’années universitaires.Mon souhait est de travailler avec vous pour promouvoir la qualité de services.



Ndi umucuruzi, nkunda ikinyamakuru cyanyu cyane ku buryo mpora mbaza umukozi wanyu JOELLE GASASIRA igihe kizasohoka. Nezezwa no gusoma inkuru zanditsemo, amakuru mashya y’ibiba muri Kigali. Muri iki giherutse gifite igifuniko cya ECOBANK nakunzemo inkuru yitwa “AKAMARO K’UMUBANO HAGATI Y’UMUGUZI N’UMUCURUZI”. Yanyigishije uko ngomba kwifata imbere y’umukirirya. Ndabashimira byimazeyo ku bwenge mutwungura buri gihe.

I am a facebook and twitter follower of The ServiceMag. I have been reading the magazine since its launch u to know. I even collected all the issues from the 1st till now. I love reading your magazine because of the educative articles. Your engagement online and social media impresses me. I love to read where the service was fantastic and where it was worse, at least it gives me choice as to where to get certain services.


Nitwa Salomon, niga mu mashuri yisumbuye. Ikinyamakuru cyanyu nakibonye bwa mbere iwacu mu rugo. Nagize amatsiko yo kureba ibyanditsemo, nsanga kirimo ubwenge butangaje. Kuva icyo gihe mpora ngira amatsiko yo gusoma inkuru uko igitabo gishya gisohotse. Salomon

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Please submit your comments and suggestions Ese mwakunze inyandiko tubagezaho? turabasaba ngo muduhe ibitekerezo kuri



renowned Television Talk show host and multimillionaire Oprah Winfrey braved a very difficult childhood, was repeatedly abused and mistreated and felt a deep sense of failure and despair. At thirteen, she run away from home, got pregnant at fourteen and lost her baby shortly after delivery. She later moved to another town with her father and with his support, refocused on her academics. She attained a degree in Communications and took on her first job at a local television. After a short span of working on this job, she was fired by the producer because, according to him, ‘‘she was unfit for television’’. She struggled to get into another job and when she finally did, she steadily grew through the ranks. Despite such a background, Oprah Winfrey, now fondly referred to by many as the ‘’queen of media’’, has repeatedly featured high on the Forbes’s list of the world’s 50 most influential and powerful women. She run and owned the longest running broadcast Television talk show; she runs a Leadership Academy for girls and has co-authored 5 books. Oprah holds an Honorary Doctorate from Harvard University and among her many awards is the Presidential Medal of freedom by President Barack Obama. When asked about her view of the many failures she has had to brave through life, Oprah had this to say, “Failure is life trying to move us in another direction. Give yourself time to mourn, then get up quickly, learn from every mistake and then figure out what is the next right move. The key to life is to develop an internal moral, emotional GPS that can tell you which way to go.’’ John C. Maxwell, the renowned leadership guru, refers to this as ’’failing forward’’, when you respond to challenges and failure in such a way that they propel you forward and not backwards. ‘’How can I fail forward?’’, you may be asking. In his book, Failing Forward: Turning Mistakes into Stepping Stones for Success, John Maxwell gives us some tips on how to respond to failure in a manner that propels us forward:

See Failure as Temporary Every predicament is temporary, view it as such. Do not personalize failure; it is not a hole you are permanently stuck

in or a lifelong epidemic. Do not wallow in failure, rather look forward to success and be quick to move on.

Do not be defined by failure Do not base your self-worth on your previous performance. On the contrary, build a healthy self-image that’s not dictated by external events. When you fall short, do not label yourself a failure. Learn from your failures but do not allow yourself to be defined by them.

Do not Point Fingers Do not blame others for your failures but take full responsibility for your mistakes. By pointing fingers, you sink into a victim mentality and cede your fate to outsiders. When playing the blame game, you rob yourself of learning from your failures and alienate others by refusing to take responsibility for your mistakes.

Bounce Back Rehashing missteps and blunders for too long sabotages concentration and eats away at self-confidence. When dealing with failure, exercise a short memory. Endeavour to quickly forget the negative emotions of setbacks and press forward resiliently, change course if you have to. While taking pause to learn from failures, realize that the past cannot be altered and quickly focus on what is ahead. The next time you are faced with failure, remember to apply these 4 tips. You might never fail on the scale Oprah did, or your failure may even be worse, but some failure in life is inevitable for each of us. It is impossible to live without failing at something, unless you live so cautiously that you might as well not have lived at all - in which case, you fail by default. So, in the midst of failure, look up, pick the lessons, adjust your GPS and fail forward. Like Winston Churchill said, “Success is going from failure to failure without loss of enthusiasm’’. The author is Training Manager at Leadership Impact Solutions and a Certified Crestcom International and John Maxwell Leadership Trainer and Coach

The SERVICEMAG Sept - Nov 2016 7


ishobora kugutungura tukubwiye ko abantu bakomeye ari abakozi bawe, noneho abakiriya bakaza ku mwanya wa kabiri. Udafite abakozi b’abahanga kandi babihuguriwe ndetse bafite ubushake n’umurava byo gutanga serivisi nziza, imbaraga zose washoye zaba impfabusa. Guhugura abakozi ku mitangirwe ya serivisi ni bwo buryo buzwi cyane bwo guha abakozi amakuru n’ubumenyi bibafasha guha abakiriya serivisi nziza. Ayo mahugurwa ariko ntagomba gukorwa incuro imwe gusa ngo wicecekere cyangwa ngo abe igikorwa ngarukamwaka. Amahugurwa ku mitangire ya serivisi ni igikorwa gikomeza ku buryo kigomba gushyirwa mu bintu bikorwa buri munsi mu kigo bikajya mu muco w’abagikoramo. Amahugurwa ku mitangirwe ya serivisi ashingira ku byo ikigo gikeneye n’ubushobozi abakozi bafite. Dore ibigomba kwitabwaho kugira ngo amahugurwa ahabwa abakozi ku mitangire ya serivisi atume mugera ku 88 The The SERVICEMAG SERVICEMAG Sept Sept -- Nov Nov 2016 2016

ntego :

1. Utangirira ku cyo ushaka kugeraho Ni iki ugamije kugeraho iyo utegurira abakozi bawe amahugurwa ku mitangirwe ya serivisi ? Igisubizo kiba ari kimwe kuri bizinesi yawe, ku gicuruzwa cyangwa kuri serivisi utanga bigaterwa kandi n’umukiriya uri guha serivisi. Urugero : niba ufite ubucuruzi bw’imesero, uba wifuza ko abakiriya bakirwa neza iyo baje mu bubiko bw’imyenda, umwenda wabo ugomba kuba ukeye kandi niba hagaragaye ikibazo kigomba gukemurwa hakurikirjwe amabwiriza/imikorere abakiriya bazi kandi bumva neza. Niba utanga serivisi z’impuguke, mu bijyanye no gufata neza abakiriya, uba witeze ko mumarana akanya muganira kugira ngo umenye ibyo bakeneye, kugaragaza uko wakora igenzura mu gihe ukora wa murimo w’impuguke n’ibindi. Uretse ibindi by’umwihariko ugomba kumenya neza icyo ushaka kugeraho. Hanyuma ugakoresha ibyo ushaka

kugeraho kugira ngo ushobore kumenya neza icyo washyira mu mahugurwa uteganyiriza abakozi ku mitangirwe myiza ya serivisi.

2. Gusobanura neza icyo ushaka kugeraho Abakozi bagomba kumenya ibyo bifuza kugeraho ; bashaka kugera ku ntego ariko bagomba kumenya intsinzi bashaka kugeraho n’uko uzamenya ko iyo nstinzi bayigezeho. Ushingiye ku ntego wagaragaje, ugomba kugaragaza uko uzapima intego wagezeho mu gutanga serivise nziza. Ibyo bipimo ubiha abakozi nk’intego bagomba kugeraho.

3. Kumenyesha abakozi ibyo ubifuzaho Rasa ku ntego, ntukibwire ko abakozi baba bazi icyo ubategerejeho ku bijyanye n’imitangirwe ya serivisi. Ugomba kurasa ku ntego kugira ngo ubibashyiremo hakiri kare. Guha umukozi mushya icyerekezo ni ukumufasha kumenya ibyo




umutegerejeho mu kazi ke.

4. Ugomba guha abakozi bawe ibyo bakeneye kugira ngo bahe abakiriya serivisi Abakozi hari ibikoresho baba bakeneye kandi bakamenya n’uko bikoreshwa kugira ngo bahe abakiriya serivisi nziza. Urugero, iyo abakozi badashobora kubona e-mail icyo gihe bazagira inzitizi mu gushyikirana n’abakiriya binyuze kuri uwo murongo. Iyo hari umuntu utunganya inyandiko zigiye mu icapiro akaba nta porogaramu ya mudasobwa afite igezweho (software na hardware), icyo gihe ntashobora gutanga serivisi nziza no gusubiza umukiriya adatinze. Telefoni ni igikoresho cyiza ku mucuruzi uba uri kure y’aho akorera.

5. Fasha abakozi bawe kumenya ko hari ibyo batazi Abakozi bawe bagomba kumenya politiki zawe n’imikorere ku bijyanye no guha abakiriya serivisi nziza ndetse bakanakemura ibibazo abakiriya bijujutira. Uko ugenda urushaho korohera abakozi, ni nako ushobora kubagezaho neza amabwiriza kandi abakozi bakagenda barushaho kugeza ku bakiriya ibyo bakeneye. Abakiriya na bo babyungukiramo iyo abakozi bashoboye gukemura ibintu bimwe na bimwe batagize uwo bajya kubaza.

6. Koresha ingero z’ibintu byagiye biba Amahugurwa ajyanye no gutanga serivise nziza agomba gushingira ku bintu bifatika byabaye. ingero zigomba kuba zivuye mu buzima bwa buri munsi niba abakozi bashobora kuvuga bati uru rugero ni rubi/rwiza/rurashimishije/ rurahebuje mu bijyanye no gukorana n’abakiriya. Abakozi. Abakozi bagomba kugira uruhare mu mahugurwa abategurirwa. Saba abakozi batanga serivisi nziza bahe ubufasha bagenzi babo byaba ari ukubahugura no kubaba hafi.

7. Gukina agakino kagaragaza ibibazo mukunze guhura na byo.

serivisi nziza na serivisi mbi. Izo nyigisho zishobora kuba umwanya wo kubyitoza mu dukino.

Ujye uha abakozi bawe amahirwe yo gusubiramo ibisubizo baha abakiriya hanyuma igihe bageze mu kazi bazumve bisanzuye mu gusubiza neza abakiriya babagana.

10. Amahugurwa meza ameze ate ? ingero utanga

8. Gushishikariza abakozi kuvuga ku bakiriya babagoye Abakiriya bakunda kuruhanya usanga bavuga cyane cyangwa ba bandi baruhije gushimisha bashobora kuba isoko y’amakuru yagufasha mu kurushaho kunoza serivisi. Iyo ushoboye guha serivisi abantu baruhanya bakishima, birumvikana ba bakiriya basonzwe batuje uhora ubaha serivisi nziza. Nyuma yo kwijujuta no kugira ibyo basaba usanga hari ibyo bavuze biri byo ku buryo byagufasha mu kunoza serivisi utanga. Ntukajye wirengagiza abakiriya baruhanya; bafate nk’abagufasha kubona amakuru yagufasha kunoza serivisi.

9. Ganiriza abandi ku byakunaniye kandi wishimire ibyo wagezeho Ntukibande gusa ku byaguhiriye cyangwa ngo werekane gusa ibyakunaniye. Ugomba byose kubivuga byaba ibyakunaniye n’ibyaguhiriye kugira ngo utangire wubake umuco wo gutanga serivisi ihamye. Abakozi bashobora kwigira ku bitagenze neza uko babyifuzaga ndetse bakigira no ku byananiye abandi. Ikintu cyose cyagenze nabi ntikigomba gutuma ubihanira umukozi ahubwo ugomba kubibona nk’umwanya wo kwigisha umukozi. Kuko hari ibyakunaniye ? ni iki cyakorwa ku bundi buryo ikindi gihe kugira ngo birinde ko bitakongera kubananira. Ni ayahe masomo abandi bakozi bakuramo kugira ngo birinde ibyo bibazo ? Ugomba gufata igihe ukishimira ibyiza wagezeho ndetse ukabisangiza abandi bakozi. Rimwe na rimwe amahugurwa meza wakorera abakozi bawe ku gutanga serivisi nziza ni ukubabwira urugero rugaragaza igihe wavuga ko bamuhaye

Abakozi bawe ntibazakureberaho gusa uko wakira abakiriya ahubwo bazumva n’ibyo uvuga ku bakiriya bawe. Niba abakozi bawe babona ko wakirana abakiriya agasuzuguro, ibyo bitanga ubutumwa bukomeye kandi bubi ku bakozi. Ugomba guhora uri intangarugero- byaba mu magambo no mu bikorwa. Ibi byakusanyijwe n’umuyobozi mukuru wa sosiyete y’impuguke ishinzwe itumanaho, iyamamazabucuruzi.

Udafite abakozi b’abahanga kandi babihuguriwe ndetse bafite ubushake n’umurava byo gutanga serivisi nziza, imbaraga zose washoye zaba imfabusa.

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ruhare rw’umuyobozi usanga rudakunze kwitabwaho nyamara rurakomeye cyane mitangirwe myiza ya serivisi.

cyatera abakozi akanyabugabo ibi byose bituma abantu bakorera ahantu hatunganye ku buryo bituma katuma batanga serivisi nziza. Ibyo tubikura mu ruhererekane rw’ibyo batanga serivisi nziza. umuntu akenera nkuko byanditswe na Maslow na Hertzberg. KUBATERA

Byanze bikunze imicungire y’abakozi iri mu bituma serivisi batanga iba nziza. Kabone n’ubwo abakozi bahugurwa kenshi gashoboka, ntibatanga serivisi nziza niba bakorera ahantu hatabashimishije ndetse hatanatunganyije. Ubwiza bwa serivisi ni kimwe mu bikorwa bigaragaza ko wita ku bandi.

Hari imitekerereze ya gihanga Maslow avuga ko ikiremwa muntu aba ibiri igaragaza uko abantu baterwa akeneye uwamutera akanyabugabo akanyabugabo, kugira ngo bifashe kugira ngo ashobore gutera imbere abakuriye abakozi gutekereza ku nkuko bigaragara. Icya mbere ni uko umuntu akenera kurya, kugira aho atura, kwambara no kwirinda imbeho. Iyo umuntu atabonye ibyo bikenerwa by’ibanze, imbaraga ze zose azikoresha mu kubigeraho. Uzasanga akoresha imbaraga nkeya kugira ngo agure icyuma gisoma amajwi n’amashusho cyangwa imodoka nziza cyane. Dufate urugero ruri hejuru : umuntu wabuze umwuka cyangwa warohamye, uwo muntu ntiyavuga ku iterambere ateganya mu minsi iri imbere. Imbaraga ze zose azerekeza ku gushakisha umwuka wo guhumeka. Iyo umuntu abonye ibyo akenera by’ibanze, ikindi akenera ni umutekano. Iyo umuntu afite aho ararara, afite icyo arya n’ibindi, ariko akaba adatuje azashishikazwa cyane no kuva muri ibyo bibazo mbere y’uko agira ikindi yitaho.

Uwo murimo si ngombwa ko ukorwa n’ubuyobozi bwo hejuru. Abayobora abandi mu kazi bashobora gutuma serivisi itangwa iba nziza kabone n’ubwo baba bafite ubushobozi buke. Muri kasete ya videwo, turabaza tuti : « nakorera iki abakiriya banjye ubu ngubu ? » Abayobora abandi mu kazi bagomba guhora bibaza icyo kibazo kandi bazabona rwose ukuntu serivisi yabo izatera imbere batiriwe babishoramo amafaranga menshi.

Akamaro k’umukozi uyobora abandi Gutera abandi akanyabugabo Kuzana ibikoresho Gutanga amabwiriza Gutanga amakuru

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Ni ukuvuga ko iyo uwo muntu yumva adatekanye muri we azatwarwa n’ibibazo bye mbere yo kwita ku mukiriya.

Umuyobozi ashinzwe gukora ku buryo abakozi bakorera ahantu hatunganye ku buryo hafasha abakozi gutanga serivisi nziza.


Usanga umuntu akenera gutsinda mu buzima, kugira aho abarizwa, kugira umutekano, n’ibindi umubiri ukenera by’ingenzi.

Urukurikirane rw’ibyo umuntu akenera Iyo abantu babonye ibyo bikenerwa by’ibanze, bakabona umutekano batangira no kwita ku bindi. Usanga

umuntu ashaka kugira itsinda abarizwamo akumva abantu bamukenera kandi akubahwa. Usanga umuntu ashishikajwe cyane no kugera ku ntego yihaye. Akaba ashaka kugera ku mwanya wisumbuye, kurushaho kugira agaciro, kwishimira umurimo akora, n’ibindi ashobora kwifuza cyangwa gukenera mu buzima. Ni ryari umuntu aba yifuza gutanga serivisi inoze ? Birumvikana ko abantu usanga badashobora kubona iby’ibanze aribo uzasanga badashishikariye gufata neza abakiriya. Ni ukuvuga ko umuntu uhembwa intica ntikize, agashahara ahabwa kadashobora kumutunga igihe cy’ukwezi usanga ashyira imbaraga cyane mu gukemura ibibazo bye. Ni ukuvuga ko iyo uwo muntu yumva adatekanye muri we azatwarwa n’ibibazo bye mbere yo kwita ku mukiriya. Niba yasuherewe ugasanga nta gukorera mu ikipi guhari, kandi akumva abantu batamushaka uzasanga adashaka guha igihe kinini abakiriya.

Kumva ushaka gushimisha abakiriya ni ikintu kiri ku rwego rwo hejuru iyo urebye urutonde rw’ibyifuzo bya muntu. Usanga umuntu atazashishikara cyane niba atarashobora kubona ibyibanze akeneye mu buzima. Byongeye kandi ushobora kubona amatsinda akorera hamwe (urugero: serivisi zo kwita ku ndembe, n’izindi) usanga bashishikariye gukora neza ariko nanone ugasanga barijujutira uburyo bakoramo budashamaje. Ni iki gisabwa rero ngo hatangwe serivisi nziza ? Ni byiza kandi ni ngombwa kumenya no gukuraho impamvu zituma abantu badashishikarira umurimo. Ugomba rero gufata neza abakozi uko bishoboka kose kugira ngo bashishikarire umurimo. Hano ikibazo si ugutanga imishahara myiza gusa kuko nanone ushobora gutungurwa no kubona abakiriya bahabwa serivisi idashamaje. Ugomba kureba ibindi bituma umukozi ashishikarira umurimo hanyuma ukabikora. Ukuriye abakozi aba afite ubushobozi bwo gutuma abakozi bashishikarira

umurimo. Ariko usanga muri rusange badafite ubushobozi buhagije cyane cyane mu birebana no gukuraho impamvu zituma abakozi bacika intege. Usanga bashobora gukemura ibibazo bimwe na bimwe nko kugabanya akajagari aho bakorera, kudakorera ahantu hadakwiye n’ibindi .. ariko ugasanga nta bubasha bafite mu bibazo bimwe na bimwe nko kubijyanye n’imishahara cyangwa ibindi bituma umukozi agira imibereho myiza. Usanga rimwe na rimwe bemera gukorera mu buryo budashamaje cyangwa ugasanga bemera umushahara uri hasi. Bashobora kandi bagomba kubwira ababakuriye ko ari ngombwa kuzamura imishahara y’abakozi no kunoza aho bakorera. Ibyo ari byo byose usanga nta bubasha bafite bwo gukosora bimwe mu bica intege abakozi ku kazi. Bashobora gushyira imbaraga mu bintu byose byatera abakozi akanyabugabo ko gushishikarira gukorakugira ubuvandimwe, gukorera hamwe, guharanira agaciro k’abakozi ayobora n’ibindi… The SERVICEMAG Sept - Nov 2016 11

ENGEN SMILE AFRICA Boosting Dynamic Service!


you ever driven up to an Engen Filling station and wondered why you were treated as royalty? If you haven’t, try it the next time you need a refill and you will leave smiling and not go anywhere else. Engen has developed a creative way of keeping their clients happy with the service they receive at Engen forecourts and quickshops. Smile is Engen’s performance, monitoring and reward programme with a mission to create a dynamic, well-trained customer-facing workforce that helps the company position itself as the number 1 petrochemical company in sub-Saharan Africa and other markets where It operates in 26 African countries and de12 The SERVICEMAG Sept - Nov 2016

velopments in the various countries are shared among colleagues in other countries to inspire them. Every month local mystery shoppers randomly visit Engen stations to monitor service being offered to clients. They take into consideration service providers’ appearance, how they welcome clients, and the speed and friendliness with which they offered service and whether or not they offered additional service and attempted to interest the customer in other products. They also observe the cleanliness of the business premises and how the client parts with the customer, does he say goodbye and wish them a good day?

Service providers at the Engen stations are encouraged to offer dynamic service to all their clients and service posters containing messages on various aspects of service excellence are displayed as reminders of the aspects of service they need to be aware of. Deserving participants receive Smile prizes from their network manager. Rewarding excellent service strengthens dynamism and encourages service providers to focus on pleasing their clients with outstanding service. Maybe you could pick a leaf from Engen for your own business!

MUKASEKURU Dancilla Bengeza Poids Lourds ENGEN Station

KANYAMUTUZO Justin Free Zone ENGEN Station

“I was both excited and surprised to hear that I was rewarded. The program encouraged me to work hard and better”

“ I am very happy and excited that i was rewarded. this makes me proud of my job. ENGEN SMILE programencourages me to be always ready to deliver best and quick service ”

Since when did you launch this SMILE program in Rwanda and what has been the reactions of your employees and customers? The program started in February 2014 in Rwanda amongst with 11 other countries where Engen operates. We have seen an initial excitement and a strong enthusiasm from employees as sites showed good scores in the initial ratings, thus adding to and sustaining the hype generated at the moment of the launch. As regards the customers, the effectiveness is usually gathered by way of anecdotal evidence and feedback from staff members themselves, which suggested at the time that Smile was well received by consumers. Why is Customer Service important for an industry like yours? The Petroleum industry is facing threats from all angles: instable oil prices dependant on international policies, tightened regulations, proliferation of new entrants, rise of indigenous players, forces petroleum companies to seek and extract value from their retail operations providing value to discerning customers in order to drive customer loyalty. In such a tightly regulated industry, customer service becomes the unique or single most important differentiator.

Sarah Doukoure ENGEN MD

At Engen we saw this as an opportunity for

Engen to improve and entrench our leadership in business areas where it operates through a unique customer value proposition by customising the service offered to our customers. Mystery shopping is a key element in understanding the level of service offered to your customers. How do your employees react knowing that they are constantly being evaluated? Overall there has been no adverse reaction from the employees and most saw the mystery evaluations as an opportunity to earn accolades. Employees do not mind scrutiny as long as fairness and reliability of the evaluation tool are consistent features of the programme. Adverse and negative impact generally stems from the purpose/end-use of the evaluation data (disciplinary action, training and upskilling, promotion) and the way accountability gets enforced. Among the African countries that have embarked on this SMILE program of Engen, where does Rwanda stand compared to the others? Rwanda has been in the top 3 over 11 countries where this Program was launched and scoring number 1 since the beginning of the Year.

The SERVICEMAG Sept - Nov 2016 13



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WELCOME to our special segment focusing on the Hospitality Industry. We are grateful to the hotels and restaurants ( Serena, Radisson, Mille Collines, Gorilla Hotels, Akagera Lodge, African Parks, Grocewheels, Akilah, EATP, The Ranch, Pili Pili, Zen) that agreed to participate in sharing their experiences, practices. Hospitality is a large part of the service industry and its success largely depends on good customer service. The growth of tourism is also reliant on hospitality. It is therefore in our


interest to promote the hospitality industry as we seek to improve customer service in this country. In the following pages you will get to know a bit about the new General Managers and their visions and priorities. You will also read about the aspects in the hotel industry that make the outstanding hotels stand out and make clients want to come again. We hope that you will be inspired to visit and also to learn some lessons from the experiences shared. The SERVICEMAG Sept - Nov 2016 15



is powered by the Hospitality Industry and remains a major growth sector for most economies and a featured sector in emerging economies of Africa. Customer Service delivery is the ‘’blood’’ of the hospitality industry, and remains critical and crucial to both return on investment through profitability as well as sustaining other related economic sectors linked to tourism. Given that hospitality thrives or excels on repeat business and recommendations or reviews, customer service delivery is indispensable as a platform to deliver the two key factors. Investing in delivering excellence in the Hospitality Industry also sets a

benchmark for excellence of related economic sectors like infrastructure, transport, food and so on. Hospitality is often exemplified by hotels, resorts and restaurants. The factors undermining excellence in the Hospitality Industry include: 1. Weakened influence of sector interest stakeholders, therefore not able to secure investment in adequate or proper training in the industry. The manner in which those investing in the industry carry on business is skewed by a number of factors including not adhering to performance benchmarks or not investing in setting them up in the first place. Those of interest, in particular training institutions and enforcement

agencies are starved of investment to impact the trend of excellence. 2. Inadequate over arching policy and practice framework in the industry for example national standards framework in line with international standards expected in the sector. 3. Inadequate coordination between the key three stake holders, the Operators, Enforcers and the Trainers. Each of these are doing their own thing and often view training or compliance in pursuit of excellence as expense rather than investment. Investing in Training therefore remains a crucial factor, but in the framework addressing the above three factors. Each


16 The SERVICEMAG Sept - Nov 2016

The critical aspects of training need to be properly structured from content, delivery methods and delivery personnel to gain accreditation and enforcement across the sectors and in particular it needs to be consistent, adequate and ongoing with quality assurance mechanisms. This should also ensure standardization, beyond just improved standards and thereby improving profitability, job creation, sustainable career development and a major economic contribution. To ensure that the key stakeholders are all tasked and involved in driving the sector forward, I observe that there needs to be an independent driver that would engage the stakeholders individually and severally and be able to set the agenda, draw programmes and

implement agreed strategies. None of the individual stakeholders would be in position to do this without seeming to drive their own agenda, as it is at the moment. I therefore recommend the involvements of experts and consultancy services that understand both the why and how of the issues. Experts and Consultancy services uniquely includes the following provision: • Resources such as works books and learning tools to embed long term ongoing learning. • Training from ‘experience’ and ‘’business owner’’ mindset with a view to innovations, profitability and excellent standards. • Whole sector interest approach and national Agenda and collaboration within the industry. • Structured programme to include on the job assessments, learning portfolio evidence, professional and personal development and so on. • Technology and Online support, and continual auditing and improvements to drive excellence in line with international

standards. • International Accreditation and Collaboration, protracted International industry experiences plus local social, political and economic knowledge. Director: Restaurant and Hospitality Success Consultant:

The critical aspects of training need to be properly structured from content, delivery methods and delivery personnel to gain accreditation and enforcement

of the three service stakeholders need to commit long term investment into training and development of excellent delivery. The primary stakeholder, the customer also ought to demand quality service, give feedback and be part of the equation. In Africa the customers are easily accepting poor service and thereby undermining opportunities for driving improvements that contribute to excellence.

KUKI TUGOMBA KWITA KU MUKIRIYA MBERE NA MBERE? Kubera ko umukiriya hari icyo aba keneye, tugomba kukimugezaho. Kuko umukiriya aba afite amahitamo, tugomba gukora ku buryo ahitamo iby’iwacu. Kuko umukiriya aba ashobora kwishima cyangwa kubababara tugomba kubimenya. Kuko umukiriya aba afite ibyo ashaka byihutirwa, tugomba kuba twiteguye kubimukorera Kuko buri mukiriya aba ateye ukwe, tugomba kumwakira uko ari. Kuko umukiriya aba yiteze ibiri hejuru, tugomba kumugezaho ibihebuje. Kuko umukiriya agira uruhare mu gukurura abandi, twizera ko abakiriya baziyongera Nta mukiriya uhari natwe ntitwacuruza. The SERVICEMAG Sept - Nov 2016 17


Guaranteeing Food Safety in Supermarkets, Hotels and Restaurants An Important Aspect of Hospitality Sector Development By Simeon KWIZERA

Urbanization and changes in consumer habits, human movement including travel, sports and leisure, doing business, socio-economic and political engagements have increased the number of people buying and eating food prepared and sold in public places (hotels and restaurants). Globalization has triggered growing consumer demand for a wider variety of foods, resulting in an increasingly complex and longer global food chain and intensification and industrialization of agriculture and animal production to meet increasing demand for food. These situations create both opportunities and challenges for food contamination. Food can become contaminated at any point of production and distribution, and the primary responsibility lies with food handlers. Yet a large proportion of foodborne disease incidents are caused by foods improperly prepared or mishandled in food service establishments or markets. Unsafe food poses global health threats, endangering everyone; infants, young children, adults, pregnant women, the elderly and those with an underlying illness are particularly vulnerable. Food-borne illnesses are usually infectious or toxic in nature and are caused by 18 The SERVICEMAG Sept - Nov 2016

biological (bacteria, viruses, moulds, yeasts and protozoa) or chemical substances entering the body through contaminated food or water. Chemical contamination can lead to acute poisoning or fatal diseases such as cancer. Those diseases may lead to long-lasting disability and death. “Food contamination and water-borne illnesses kill an estimated 2 million people annually, mostly children and particularly in developing countries�; informs the World Health Organization (WHO, March 2015 Food Safety Fact Sheet). In addition to chemical and biological hazards, illnesses due to food poisoning may be caused by physical hazards when a foreign object enters the food and is eaten. The most occurring physical contaminants are hazardous material including metal, glass, wood, stones, bone and insulation. Food sold in supermarket or eaten in restaurants may get contaminated because of poor handling, poor temperature (cold or heat) control and use of expired products and most of those products, such as meat and fish and derived products, fresh fruits and vegetables, are frequently manipulated by workers and more susceptible to contamination and require cold storages conditions.

Not all food handlers in supermarket and food establishment (restaurants, hotels) understand the roles they must play to protect the life of the wider community. Good personal hygiene practices are an essential part of providing safe food to our customers. Among these hygiene practices, the most important is hand washing and behaving and operating in an appropriate manner. Personnel should always wash their hands when personal cleanliness may affect food safety, for example: at the start of food handling activities; immediately after using the toilet; and after handling raw food or any contaminated material, where this could result in contamination of other food stuff; practitioners should avoid handling ready-to-eat food, where appropriate. Food handlers should maintain a high degree of personal cleanliness and, where appropriate, wear suitable protective clothing. People engaged in food handling activities should refrain from behavior which could result in contamination of food, for example: smoking; spitting; chewing or eating; sneezing or coughing over uncovered food. As mentioned above, effective temperature control is key for food hazard control.

Equipment used to cook, heat treat, cool, store or freeze food should be designed and calibrated to achieve the required food temperatures as rapidly as necessary in the interests of food safety and suitability, and also maintained effectively. Such equipment should also be designed to allow temperatures to be monitored and controlled. In addition to personal hygiene and control of temperature, location, design and layout of infrastructure and equipment used in supermarket and food establishment may affect the safety and quality of the food. Food establishments should not be located anywhere where, after considering such protective measures, it is clear that there will remain a threat to food safety or suitability; and the layout and internal structures and fittings should be as to facilitate cleaning and where necessary disinfection. Equipment and containers coming into contact with food should be designed and

constructed to ensure that, where necessary, they can be adequately cleaned, disinfected and maintained to avoid the contamination of food and made of materials with no toxic effect. Food hygiene training is fundamentally important. All personnel in supermarket and restaurant should be aware of their role and responsibility in protecting food from contamination or deterioration. Food handlers should have the necessary knowledge and skills to enable them to handle food hygienically. Those who handle strong cleaning chemicals or other potentially hazardous chemicals should be instructed in safe handling techniques. In its standards education program, Rwanda Standards Board (RSB) offers trainings destined to raising awareness of food hygiene and safety. Those trainings include, but are not limited to specific food stuffs product standard training, general requirements for food hygiene, Hazard Analysis and Critical Control Point (HACCP)

and Food Safety Management Systems (FSMS). A number of establishments have been HACCP or FSMS-certified and many others are in pipeline. Hospitality sector practitioners are encouraged to apply for any of those trainings as a way to consistently be competitive on this mushrooming sector that attracts immense opportunities in the Rwandan economy. In order to prevent food deterioration, food poisoning or any other hazards that may be due to changing storage conditions, RSB through its metrology services, offers calibration services in hotels, restaurants or any other services in need. RSB temperature laboratory conducts calibration of thermometers, laboratory ovens, incubators, cold rooms, autoclaves, fridges and freezers, coolers, furnaces and truck refrigerators; to ensure measurements are effectively maintained depending on storage conditions required for every specific food stuffs or other product.

Opened on August 26 2016. Ranch is a new lounge bar,(Grill house) and event center situated at KG 358 kibagabaga. It is located on an acre and endowed with beautiful trees and decorated with hundreds of potted plants and potted trees. It is refreshing and very suitable for pleasure and entertainment and ideal for large (100- 500 people) and medium sized events (100-300) by combining multiple sections. The Ranch is caters for all products corporate and promotional parties, Birthday, Staff sendoff parties, Bachelor’s Eve, Bridal shower, wedding receptions and many more. It is the ideal place as it boasts of three private lounges for business meetings ,relaxation.

Tel: 0788312787 0789003570 E-mail:

Focusing on hospitality and boosting tourism in Rwanda By Peterson Tumwebaze

RWANDA is banking on its hospi-

tality and tourism sector to fetch more than $800million by 2017 from less than $350million currently. This figure can only be realized if more resources are injected into the country’s hospitality industry making it a world class status that will attract more visitors. For many experts, this ambitious plan justifies the channeling of resources to support new conferences and events (MICE) by the Rwanda Development Board (RDB). The number of hotels in the country has increased from about 100 in 2009 to more than 450 currently. With the current incentives, market experts are confident the country is on the right trajectory towards becoming a tourism hub in the region. It also means that Rwanda can now bargain for its place in attracting and hosting major international events. Efforts by the government and the private sector to continue seeking stronger partnerships are slowly paying off and translating into a stronger hospitality industry that is self-sustaining. This explains the current focus on high-end hotels for corporate visitors rather than lodgings for budget-conscious tourists. Francis Gatare, RDB’s Chief Executive 20 The SERVICEMAG Sept - Nov 2016

Officer, is confident that leveraging on tourism and strong monetary policies will keep the country’s economy competitive despite global economic shocks. He says the MICE strategy which seeks to attract all the major international conferences and workshops to Rwanda and support the private sector to invest more in the hospitality industry is critical. “We have established a strong event management market team, introduced the new cost benefit analysis model to strengthen the MICE strategy; we are therefore confident that our tourism sector will play a critical role in ensuring economic stability,” Gatare says. The country’s tourism sector is one of the leading foreign exchange earners for the country. The sector registered a three per cent increase in the number of visitors between 2013 and 2014, from 1.14 million visitors to 1.2 million visitors, raking in $303 million from $293.4 million in 2013.

How new entrants are changing market dynamics As leisure continues to remain the major driver of Rwanda’s tourism industry, the country’s strategy to continue focus-

ing on MICE tourism, while capitalizing on safety, well developed infrastructure and accessibility will continue to play a critical role in terms of attracting major international brands. Over the past 2 years, players like Marriott, Radisson Blu, and Radisson by Park Inn, Sheraton, Golden Tulip, and Zinc hotels have joined the industry boosting the country’s capacity to attract and host major international events. The new five star players indicate that Rwanda’s MICE dream is slowly becoming a reality. Over the past 12 months, the country has hosted major international conferences including the 27th African Union summit which was held in July. In addition, Rwanda hosted the Aviation Development (AviaDev) Africa forum, a unique platform bringing together airlines, airports, hotels and hospitality investors, the world Economic Forum for Africa that attracted more than 2000 delegates among other events. According to Sandra Idossou, a former Hotelier and now Publisher of The ServiceMag, the new players instill confidence and promote competitiveness among the private sector that is crucial to boost the service industry. She adds

that success in the hotel business depends on good ownership, management and operators who clearly understand the business.

and now earning almost US$300 million annually and still growing, is seen as a true reflection of Rwanda’s transformation into a service based economy.

Denis Karera, Chairman, Rwanda Hotel Association, says more hotels mean more jobs, government revenue and more income for the citizens. This is critical in terms of reducing poverty and propelling Rwanda towards becoming a middle income economy by 2020. The private sector should therefore leverage on the infrastructure and conducive business environment government has created and invest in the hospitality industry.

Denis Wollner, General Manager, Mille Collines Hotel, says the growing competition in industry allows players to become more innovative and bring to the market quality services and products. “Competition is always good because it also allows you to analyze your market share and align your products to the best standards. I think the new competitors we have at the moment will bring a lot of improvement in-terms of quality and quantity,” Wollner says adding that Millie Collines is currently looking at how to work with new players so as to maximally benefit from the current trends.

“We are investing heavily in hotels to attract events that will help link us to the outside world but also bring in more forex revenue,” Karera said urging players to embrace world class standard to boost the industry. He is equally confident about the new entrants who are helping to boost Rwanda’s capacity to become a service and hospitality hub in the region.

Denis Karera believes the country’s tourism sector is already experiencing a major lift following the launch of a single tourist visa among regional States Kenya, Uganda and Rwanda this year.

Belise Kariza, Chief Tourism Officer at Rwanda Development Board says, although the country has proved to be a consistent top performer in various objective measures, including cleanliness, the world expects much from Rwanda and a strong hospitality industry will propel Rwanda to meet these expectations.

Osborn Kinene, the Rwanda Eco-tours country manager, says tourism industry has potential to drive the country’s economic growth if commitment and investments are scaled up. “There is still need to build capacity, especially in the hospitality sector, as well as in advocacy and marketing,” Kinene said.

The changing face of Rwanda’s tourism within the span of less than 20 years

Meanwhile, government and stakeholders continue to promise to deliver

Future trajectory

quality services, despite the challenges in the industry. For example, with a limited pool of qualified professionals in the sector to hire from, the hoteliers say that they are constantly losing their best employees to new players in the industry especially global chains. They observe that the new players require a large number of employees and end up ‘poaching’ employees from smaller enterprises. This, in turn, leads the facilities to re-incur costs in hiring and training new staff. However, the private sector is stepping in to make sure that there is a large pool of skilled workforce to hire from. Just recently, the Ministry of Education accredited Vatel International Business Hotel and Tourism Management to offer undergraduate degrees in International Hotel Management. The French training institution has over 30 years of experience in training hospitality and tourism industry professionals and this would be their first campus in sub-Saharan Africa. Paul Kayoboke, in charge of Academics at Vatel, says as Rwanda is growing its tourism sector with global hotel chains entering the market, there is a growing demand for qualified staff. Despite the positive trends, players in the industry still face numerous challenges including limited access to affordable finance and skills. According to experts, this should be addressed to make the sector more competitive.

The SERVICEMAG Sept - Nov 2016 21


ithin the EAC, shortage of tourism skills is among the most significant challenges. It is negatively impacting the performance of the region’s tourism industry. As a solution, skills development should be a priority.

STATUS OF TOURISM SKILLS IN THE EAST AFRICAN COMMUNITY The main impediment to tourism growth and quality customer service, within the EAC, is the large skills deficit in the sector. The deficit of skills is more acute in the hotel industry, especially among managers, chefs, cooks, waiters, service personnel and maintenance technicians. Additionally, the sector experiences gaps in soft skill competencies, especially in customer care and international languages such as Kiswahili, English, French, Spanish and Chinese. Newly recruited graduates are not thoroughly trained and therefore need to be retrained after being employed. Courses offered by most training institutions are basic generally focusing on cooking, general customer service, restaurant management and basic hospitality skills. Additionally, deficits have been noted in creativity, versatility, adaptability, teamwork, networking, people management, mentorship and leadership skills. Moreover, majority of hospitality employees are deficient of good communication and listening skills. While in-house skills development programmes are widespread; they do not train in critical skills such as communication, organization, foreign language, team working, administrative, financial, budgeting, leadership, people management and creativity. 22 The SERVICEMAG Sept - Nov 2016

There is need for concerted, coordinated and comprehensive effort, strategy and investment in skills development in EAC’s tourism industry. In particular, comprehensive and urgent efforts are needed to provide skilled personnel to drive and sustain the tourism and hospitality industry. Further, establishment of a regional catering and tourism training levy should be considered. The levy will be handy in skill development in the hotel, tour operations, airlines and attractions industries. In this regard, tourism and hospitality businesses should be incentivized to collect the levy. Furthermore, there is a critical need for EAC partner states and private sector to develop a robust Tourism Labour Market Information System (TLMIS) that should constantly update the industry on labour market requirements. TLMIS will be responsible for collecting, collating and reconciling labour supply and demand. Besides, it should identify skill gaps in the tourism industry. Importantly, estimation of skill gaps in the EAC region requires a continuous and programmatic approach. Internships programmes should be reviewed and strengthened both in content and scope.

WAY FORWARD In the 21st century, international tourism has become a complex industry requiring specialized skills. Whenever the required skills cannot be supplied, implementation of certain projects is hampered. As a result, tourism training is extremely important. Training, in this regard, is the transition between formal education and the needs of occupation and employment. Training should equip individuals with specific skills, attitudes and work habits that will enhance their productive output and job satisfaction. Besides, internship and on-job training should be used to fill in knowledge-gaps. Additionally, training institutions should develop short term tailormade courses for technicians and artisans in the industry. For, East Africa to be competitive as a tourism destination; it will need to invest in skills and competencies required to drive the sector. EAC receives close to 3 million tourists; with tourism revenues reaching US$ 12.8 which is approximately 5% of EAC‘s GDP. Therefore, investment in the tourism industry should be anchored in skills. It is high time East Africa as a tourism destination ensures that appropriate and high quality training is available across the region.

Borderless Borders Celebrate Culture HAVE YOUR SAY

Experience this using your Interstate pass, National or Student ID


Why the single visa?

Who is eligible?

The East Africa Tourist Visa is a multiple entry visa for foreigners visiting Kenya, Rwanda and Uganda simultaneously. This visa is a result of a joint initiative made by the Heads of States of the respective partner countries to boost regional tourism and create opportunities for tourists to explore the diversity of East Africa.

A foreigner who wants to visit simultaneously the Republic of Kenya, Republic of Rwanda and Republic of Uganda for tourism. The visa will be issued at any of the diplomatic representations of Kenya, Uganda and Rwanda, at the immigration offices of the respective countries or on line where applicable. (Online application is available for Rwanda)


A special consideration has been given to expatriates (foreign residents) residing in Kenya, Rwanda and Uganda. They do not need a visa to travel within the three partner states; all they need is a valid resident permit. Kenyans, Rwandans and Ugandans use National Identity Cards as travel documents within the region. The use of National Identity cards went into effect on 1 January 2014. The decision enables citizens of one country to spend up to six months in the two other countries using only their ID card.

Type of visa & Visa Fee An East Africa Tourist Visa is a multiple entry visa and shall be valid for 90 days. Visa Fees: $100

How to Apply Applications for this visa shall be lodged at any of the diplomatic representation of the Republic of Kenya, Republic of Rwanda and Republic of Uganda, at the Immigration Offices of the respective countries or online where applicable.

The SERVICEMAG Sept - Nov 2016 23

Rick Taylor: An African Perspective of the MICE Industry Rick

Taylor, CEO of the Business Tourism Company and founding CEO of the Cape Town Convention Bureau (South Africa’s first stand-alone Convention Bureau), penned the following editorial on Africa’s growing appeal for large-scale meetings and incentives for the Business Tourism Council. Taylor understands Africa’s potential and how it can flourish: Under his leadership, Cape Town rose from 51 to 30 on the ICCA list of top international conference and incentive cities, from 1998 to 2000. At the same time, the Cape Town Convention Bureau won more than 80 percent of all conference bids: a record still unmatched. The 21st Century belongs to Africa: Africa is an economic bright spot with the fastest growing middle class. The Continent has incredible assets, including a population of +1 billion with amazing diversity in culture and environment, and only 5 percent of global tourist arrivals, according to The Economist 2013. Global travel is showing positive growth trends and business travel in particular registered 6percent growth in 2013 (World Travel Monitor). The ‘World Confidence Index’ forecasts business tourism growth of 4 percent for 2014. Supply and demand within the African MICE industry is intrinsically linked to developments within the global economy as well as to levels of prosperity and growth within individual nations. To a great extent, the volume of demand for 24 The SERVICEMAG Sept - Nov 2016

business events in a destination tends to directly reflect levels of economic activity in that destination. African economies as a whole have performed well and demonstrated considerable growth, albeit from a low base in some cases. African leaders have just returned from the August USA-Africa Summit with a bag of pledges that could, if honored, bring cheaper power, improved maternal health, curb poaching and extend duty-free exports to the USA for another 15 years; great meetings subjectivity for African destinations to sweat.

Where is Africa Growing? According to the Economist, six of the world’s fastest-growing economies in the past decade were in Sub-Saharan Africa; Angola, Nigeria, Ethiopia, Chad, Mozambique and Rwanda all showing annual growth rates of around 8 percent or more in that period. Agriculture, telecoms, mobile banking and healthcare are the sectors expected to show strongest growth in the coming years. A clear example is seen in the growth of mobile phone contracts in Africa by almost 20 percent a year since 2006 (according to Groupe Speciale Mobile Association which represents global mobile operators). It is significant that most of the industries set to expand fastest in Africa are also traditionally sectors of high demand for conference and incentive travel events. As the economies of the African continent grow and diversify, there are indi-

cations that many nations are becoming more stable and democratic. Consistent with global trends, more African countries are allowing greater voice for civil society organisations, including trade and professional associations, resulting in a direct impact on increasing demand for conference facilities and services. Such associations, whether local, national, regional or pan-African, fuel the demand for venues, professional conference organizers and other suppliers, through their obligation to bring their members together on a regular basis, for annual general meetings, information/ training seminars and other events. A steadily growing number of African citizens are signing up for membership of international non-governmental organisations; by 2012 almost 25,000 such organisations had members based in African countries. The implications of this for Africa’s conference industry are huge; the presence of members of international professional associations in African nations puts such countries in a much stronger position to bid for association conferences. It is one of the important roles of a National Convention Bureau to motivate these members to lobby to bring the conferences of their professional associations to African destinations. Another factor adding to Africa’s appeal as a destination for international association conferences is the growth of the professional middle classes. Africa’s population is growing at a faster rate than that of any other region, and it is

the middle class that is expanding most rapidly. According to the African Development Bank, by 2030 Africa’s middle class will comprise over 300 million people who will spend US$2.2 trillion a year between them. Professional associations are attracted to destinations offering the opportunity of gaining new members, and African countries increasingly offer fertile recruiting grounds for associations.

How Africa’s Infrastructure can Help Africa’s competitiveness in the international conference and incentive travel market is in part dependent upon the extent and quality of its infrastructure. Indispensable to the international MICE tourism sector is frequent, direct air links between African countries and key markets. Venues of world-class standard continue to open their doors to business tourism in countries all over the African continent for example: • Rwanda’s iconic US$300 million Ki-

gali Convention Centre is presently under construction as are several big brand hotels such as Kempinski, Marriott and Radisson Blu. Rwanda has also recently hosted a number of high-level successful large conferences, in particular the 2,800 delegate African Development Bank Congress in 2014 and the 2,000 delegate Transform Africa Congress in 2013. • The $ 200 million African Union conference centre in Addis Ababa, Ethiopia • Es Saadi Palace Spa in Marrakech opened two years ago, has a 150-room hotel, ten villas, a 92-suite palace and a business centre with seven conference rooms covering between 130 square meters and 600 square meters. The role of marketing destinations for MICE business belongs to the steadily growing number of Convention Bureaux being created to represent and promote African destinations. Africa’s latest National Convention Bureau is the Rwanda Convention Bureau launched in March

2014, a client of The Business Tourism Company. Africa is only now emerging as a viable, new destination. You can do your business or hold your conference in a sophisticated environment but also observe the wildlife (Kenya), culture (Ethiopia), scenic beauty (Rwanda and Tanzania) and a number of the “wonders of the world” (Zimbabwe and Zambia). It has become more and more accessible and there is a desire to see and experience what it has to offer. Africa’s time is now.

By the Numbers According to the International Congress and Conference Association (ICCA), the monitor in the global association business tourism measurement game, the past decade has shown a 35 percent growth in Association meetings to Africa. We might not yet be the Promised Land, but we are a land of tremendous promise.

Country (top 10)

Number of meetings

South Africa




















The SERVICEMAG Sept - Nov 2016 25

HOTEL DES MILLE COLLINES Cementing Its Position In Rwanda’s Hospitality Sector

With a rich history spanning over 40 years, Hotel des Mille Collines continues to contribute towards a growing rich and diverse tourism and hospitality sector in Rwanda. Overtime, the hotel has changed management and done renovations on the facility to maintain the best standards and beautify Kigali’s skyline respectively, establishing itself as a formidable landmark in Rwanda. In light of its rich history and diverse legacy, the hotel appointed its new General Manager, Denis Wollner close to five months ago who took over from Kempsinki Hotels in a bid to reinforce and further sustain Hotel des Mille Collines’ position as a leading hotel brand in Rwanda. The ServiceMag met the highly experienced manager, who has worked in the hotel industry his entire life and he shared insights of where the hotel currently is and where it is going in the next years. Below are the excerpts; 26 The SERVICEMAG Sept - Nov 2016

TSM: Since your arrival at the Hotel des Mille Collines four months ago, how are you working to ensure the hotel remains a leading brand in Rwanda and participates in the growing hospitality sector?

faction on all services.

To start with, Hotel des Mille Collines is over 40 years old so it is contributing a lot to the hospitality sector in Rwanda.

There are three ways we measure guest satisfaction. One involves meeting and interacting with clients every day and every time we serve them. This way we are able to tell if they are happy and we take any comments they may have on the service or food. When a client checks out of the hotel, we ask how their stay at the hotel was. The third way is through our online social media platforms and blogs. All these tools combined help us determine the level of customer satisfaction clients get at our hotel, which has been good over the years.

Since my arrival, we have been improving the entire facility in order to achieve the results we want of great customer satisfaction and to be one of the best hotels in Rwanda. We have repainted the hotel, re-done the gardens and had a couple of operational changes such as the change of menu in the Panorama and Legacy Terrace restaurants. We have undertaken major changes in the laundry and kitchen on all floors of the hotel as part of the refurbishment of the hotel which we are doing in three phases. We have also trained our employees and started doing follow-ups on guest satis-

TSM: What kind of guest satisfaction feedback have you been receiving from your guests and what methods do you use to evaluate them?

TSM: Generally, what makes a client happy; is it the food or service? Everything you do or offer to a client is important in satisfying them; the food, service and the whole ambience of the hotel gives reason for the client to enjoy their stay here.

We have good products and rooms that have been improved; therefore the guest satisfaction is all round. We always work to improve these every day. TSM: Rwanda is encouraging more Meetings, Incentives, Conferences and Events (MICE) to be held in the country. How is Hotel des Mille Collines contributing towards the success of this? We are in contact with the Convention Center and are informed of all MICE events. Of course we have a couple of other competitors for the same events, which is normal but we want to see how we can participate more in this. It’s not only about doubling or tripling the number of rooms we are offering in Rwanda but we are also offering three or four spaces for events. TSM: What would you say about the growing competition in the hotel industry in Rwanda given the new hotels opening? We are happy to have competitors at our level in the city because it allows us to become better and improve every day. Competition is always good because it also allows us to analyze our market share and align our products to the best standards. I think the new competitors we have at the moment will bring a lot of improvement for the city and clients, therefore everyone is winning. TSM: What is your focus for the next coming months? At the moment we are looking at the perspective of the business by analyzing where we are and how we can improve on our hotel offers and work for the years ahead.

TSM: Rwanda is receiving more tourists every year. As a player, what do you think should be done to improve the sector? We have to analyze what is happening in order to decide what to do next. We are increasing the room capacity every month and have to see where the market is going. I believe the Convention Center is its best to improve the conferences business. We need to look at not only increasing the MICE business but also the visitors who come to Rwanda to see the wildlife and nature and those who come to Rwanda on their way to visit other countries in the region. TSM: As part of the efforts of encouraging Rwandans to tour their country and enjoy the wonderful facilities such as Hotel des Mille Collines, how are you working to improve domestic tourism? First of all, this is a Rwandese hotel that is part of its history and is open to all. We have affordable products in the pool and terrace restaurants. I would like to say that almost 90% of my staff in the various departments are all Rwandese so it means we are targeting the correct clientele. Targeting a Rwandan client to spend a night in the hotel is very difficult since many stay in Kigali. You can only do that during the festive season or other holidays such as Valentine’s Day. However, we are targeting those who don’t stay in Kigali to use the hotel when they are here. We go for different road shows and present the hotel in the furthest parts of the world and we hope the results will start showing overtime.

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Pas de qualité de service sans collaborateurs compétents et motivés Par Olga Sanvee


tout le monde est unanime pour dire que nous devons, en premier lieu, mettre en place dans nos entreprises la meilleure qualité de service possible à l’endroit de nos clients, il y a un préalable qui me semble essentiel : recruter, former, motiver et encadrer l’équipe qui doit fournir cette qualité de service. Or c’est loin d’être évident… Je travaille depuis plus de 20 ans en Afrique de l’Ouest dans l’industrie de services en général et l’hôtellerie en particulier. Je dirige un cabinet conseil qui offre des prestations diverses aux entreprises africaines. L’agence est basée au Mali mais nos clients sont en Guinée Conakry, au Burkina Faso, en France, au Bénin et en Centrafrique. Mon rôle, après avoir fait le diagnostic, est de les conseiller et de modéliser pour eux un nouveau mode de gestion pour accompagner leur expansion ou plus simplement pour améliorer la rentabilité de leur activité. Cela passe souvent par une remise à niveau du produit (le hard), une rationalisation des procédures mais aussi une amélioration de la prestation (le soft). C’est d’autant plus vrai qu’une fois que l’on a rénové un établissement et qu’il est flambant neuf, le client s’attend à un service correspondant. 28 The SERVICEMAG Sept - Nov 2016

Et une chose me frappe à chaque fois que nous travaillons sur une réorganisation des services ou un développement : avec qui allons-nous mettre en œuvre les belles théories et les nombreux exemples dont j’illustre mes discours ? Mes clients sont généralement ouverts aux changements. Quand ils font appel à un consultant c’est qu’ils sont conscients du problème et veulent travailler à une solution. Ils sont, de plus, généralement prêts à faire l’effort financier pour se doter des compétences qui leur manquent. Oui mais voilà où les trouver ? Les collaborateurs qui sont réellement compétents sont déjà engagés et il faudrait, pour le coup, investir financièrement pour les débaucher. Ceux qui ont l’air compétents sur le papier se révèlent décevants parfois dès l’entretien ou pendant leur période d’essai. Alors je préconise de chercher des profils et de les former. Cela nécessite de trouver des formateurs mais où trouver un formateur capable de mettre en place des outils de cost-control en Guinée par exemple ? De plus, il faut qu’il soit disponible quelques mois et qu’il accepte d’aller à l’intérieur du pays. La solution ultime est de créer des

centres de formation. Deux de mes clients hôteliers ont entamé, avec mon accompagnement, cette démarche dans le but de pourvoir leurs établissements de collaborateurs bien formés. Mais avouez que si on n’a pas l’intention de créer une chaîne hôtelière, cette solution est impossible. Donc il nous reste à accompagner nos gouvernements pour qu’ils mettent en place des centres de formation pour les métiers de service où nos jeunes, qui souffrent d’un chômage endémique, puissent apprendre un métier, trouver du travail et que les chefs d’entreprises cessent de s’arracher les cheveux quand on leur parle de qualité de service. Car je le redis, impossible de mettre en place un service de qualité sans des collaborateurs de qualité. Olga Sanvee,Consultante Directrice de O&S Agence Conseil



Meet the Drivers of Hospitality in Kigali

Denis Wollner With over 40 years in hospitality, Denis Wollner has a proven track record of delivering 5-star luxury hotel service. Denis Wollner will be extending this management excellence to Hotel Mille Collines in Kigali following his position as General Manager of Grand Hotel Kinshasa in DRC. This was after he had undertaken an assignment for an international Investment company with several F&B operations in the South of Spain and as General Manager at the Tangram Hotel (a Kempinski Hotel and Resorts) in Erbil, Kurdistan. He was also General Manager at The Marbella Club Hotel; The Ritz, Madrid; The Royal Palace in Amman and the Swiss Government hotel in Barcelona, and assistant General Manager in the Hotel Oro Verde in Guayaquil, Ecuador, owner’s representative for: The Kempinski Resort Hotel, Estepona, Las Dunas Spa Resort, and the Saina Crown Plaza both in Estepona. He was the preopening manager at the Giverola Hotel, Barcelona and Hotel Los Seises in Seville. Mr. Wollner began his career as a cook and then pursued a course at the Hotel Management School in Lausanne, Switzerland. In addition to his French and Spanish mother tongue, he is fluent in German, English, and a basic knowledge of Italian.

Kenneth Shores Throughout his impressive career, Mr. Shore has been at the forefront of global operations in the hospitality industry, effectively translating conceptual business models into specific growth strategies and global business development campaigns to grow mar30 The SERVICEMAG Sept - Nov 2016

ket share and increase sales revenues. Mr. Shore has held a number of executive positions in hotel management in which he cultivated successful teams, measured by increased profit as well as productive relationships with communities served. An advocate for building the capacity of his staff, he has worked hard to achieve the highest level of service and hospitality by mentoring staff at all levels, encouraging collaboration and, as we have seen in the case of the Kigali Marriott Hotel, building new teams and guiding them through pre-opening phase.Mr. Shore attributes his success in business to his enduring core values, which he shares with the Marriott International. His

dedication to employees and clients are his roadmap to excellence, while his unique ability to approach challenges with strategic thinking and integrity guides his work. Most importantly, Mr. Shore’s personal commitment to serve his community shapes the “Spirit to Serve� culture he fosters at work, creating an enthusiastic workforce that takes pride in customer satisfaction. He understands that service happens in various ways but that commitment to service will always lead to success.

Denis J. Dernault Denis J. Dernault took up the position of General Manager Radisson Blu Kigali in November 2015. Originally from French West Indies, Guadeloupe, he has served in many countries and gathered a wealth of experience in the hospitality industry. Dernault studied Hotel Management in Paris and went on to pursue further courses in Hospitality Administration & Management and a Masters in Hospitality Management at Cornell University in the United States. He speaks French, English, and Italian. He started his career in the Caribbean with Le Meridien and later moved on to Carnival Luxury Cruise and went up the ranks with various international hospitality companies such as The Luxury Collection, InterContinental, Sheraton, Hilton, Sofitel, Le Royal, Conrad in some very exclusive settings and huge business operations. He has gathered experience from the Caribbean, France, UK, Germany, Italy, Algeria, Morocco, New Caledonia, French Polynesia, Indonesia, Thailand, Ethiopia, Egypt and Nigeria. More recently, he was based in Lagos Nigeria overseeing the renovation process and the reopening of the Radisson Blu Anchorage Hotel after clustering the Radisson Blu Resort Sharm El Sheikh and the Park Inn by Radisson Sharm El Sheikh, Egypt. Radisson Blu Hotel & Convention Centre and the Kigali Convention Bureau were successfully launched with the hosting of the 27th African Union Summit in July 2016 under his management. The SERVICEMAG Sept - Nov 2016 31

Food Supply in Rwanda

various suppliers who get them from various locations, the quality cannot always be guaranteed. This becomes problematic when various suppliers have to deliver the same products because of a lack of stock.

Reliability Food cost in Rwanda is comprised of the following com- The cost of cold storage prevents ponents: farmers and their resellers from assuring availability of high quantity of 1. The crops themselves quality products. It reaches a point 2. Transport when the businesses prefer importing food stuff in order to stay afloat 3. At least 5 resellers margins within the industry, which harms lo4. Speculation cal production. 5. Seasons GroceWheels value propoResellers margins and speculation generally account for sition the largest part of the premium. Within the B2B (Busi“ONE ORDER, ONE DELIVERY, ness to Business) market, payment terms are generally ONE INVOICE” the main reason why traders increase their margins so GroceWheels positions itself as they can have the cash flow for their daily operations. a solution in addressing the supply Hotels and restaurant need to rely on dozens of supplichallenges that professionals face. ers to guarantee quantity, quality and reliability. We managed to ensure a trusted Quantity and Quality and reliable network of suppliers and we eliminate intermediaries to Due to lack of standardization, traders today cannot get as close to farmers as possible. ensure traceability or comply with health regulations reWe guarantee the lowest prices on garding their products. Since the food is sourced from

32 The SERVICEMAG Sept - Nov 2016

the market for the best quality products. By supplying households, we understand the challenge of quality products at an affordable rate. Our tools allow professionals to keep track of their inventory, food cost, monthly consumption, all that with easy payment options. By offering advantageous payment terms to our partners and suppliers, GroceWheels is able to obtain products at the most affordable price. We are currently undergoing the HACCP training to guarantee food safety to our customers with this certification. With the constant use of technology, GroceWheels is the perfect solution for hotel and restaurant professionals; helping them focus on what really matters: making a great meal at the best price. Today GroceWheels supplies Hotel des Mille Collines, Brioche, Neo Café, 4Blooms, Chapati, Acacia Book Café, Ubuki Restaurant Hotel and more than 150 households.


Pili Pili Bistro-Lounge-Lifestyle


pening Pili Pili Restaurant has been extremely challenging and exciting for General Manager Rudy Ghirini. In addition to the intricacies of settling in a new country, adapting to a new environment and learning to play by new rules altogether, Rudy Ghirini surmised that it has been a great experience overall. Ghirini is pleased to report that products have been readily available and suppliers are organized and take their business seriously. Fidning and training staff and setting up the infrastructure presented some challenge. However, regulations in Rwanda have been clear and easy to follow. Ghirini has been impressed by the organization in Rwanda, finding all information from RDB RRA and immigration online has been very helpful. Pili Pili is fast becoming ‘the place to be’ in Kigali. According to the General Manager, their values include hard work, treating customers right and keeping the loyal customers. ‘We must keep the magic alive so that we build the brand name and the growth will then depend on word of mouth’ he adds. Like other restaurants in Kigali, Pili Pili is in the race to provide a perfect customer experience and they are determined to meet customer expectations. Although they have had their share of complaints as they start out, the General Manager is confident that is only a bumpy take off and they have everything under control now and are set to fly smoothly hereafter. What will make Pili Pili different from other restaurants in Kigali? “It used to be said that the three most important things for a bar and restaurant were “location, location, location” and then I heard a lot about “personality, personality, personality” and then it was “food, food, food”

34 The SERVICEMAG Sept - Nov 2016

now maybe - “cocktails, cocktails, cocktails” - but truly it is a successful synergy of all factors that drives success” the General Manager says. Rudy Ghirini General Manager PILI PILI Invest Ltd 12 KG 303 St Kigali Rwanda +250788585800 - +250732585800 P H O T O G R A P H Y C H R I S S C H W A G G A

The SERVICEMAG Sept - Nov 2016 35

L’accueil dans l’industrie de service : l’hôtellerie-restauration Par KAKULE KISHINDO Gilbert-Courlis

L’hôtellerie et la restauration constituent deux branches importantes de l’industrie du tourisme et font parties intégrantes de l’industrie de service. Ce que recherche le client dans l’hôtellerie et la restauration moderne c’est avant tout la qualité, l’expérience du service, peu importe le prix. Et cela commence dès l’accueil Ce qui rend ces deux services intéressants c’est qu’ils reposent sur le contact direct entre les humains. L’homme est au service de l’homme. D’où la nécessite d’illustrer les principes de base de l’accueil. Nous allons parler de l’accueil ici dans le contexte du service à la clientèle connu sous le Customer Service en Anglais. Le service À la clientèle représente la capacité des employés de l’hôtellerie et de la restauration de fournir d’une manière active et avec valeur un service aux clients de manière a satisfaire leur besoin et à leur faire vivre une expérience inoubliable. Accomplir avec compétence, expertise et enthousiasme, l’accueil constitue une 36 The SERVICEMAG Sept - Nov 2016

source de publicité par excellence. Dans l’hôtellerie et la restauration, SERVIR c’est en effet fournir d’une façon active au visiteur quelque chose de valeur. Ceci veut simplement dire que les professionnels de l’industrie de service en général, de l’hôtellerie-restauration en particulier, doivent être capables de créer des moments d’expériences inoubliables par la prestation de leur service. Ils doivent marquer les esprits. Pour cela, il faut : 1. La rapidité 2. La précision: répondre sans tâtonner et avec aisance aux préoccupations du visiteur, 3. L’information : on parvient à la précision si on a l’information. L’information sur son produit, les caractéristiques de son service, 4. Le suivi : il faut savoir revenir auprès du clients pour s’assurer que tout va bien 5. L’accomplissement et l’auto critique. On doit se poser des questions de conscience. Est-ce que je fais bien mon service? Est-ce que mon service a été satisfaisant ?

Il sied de noter de même que la notion de l’ordre et de l’organisation est très important surtout dans l’hôtellerierestauration. Etre bien organisé et le faire dans un objectif de réussite. Ce qu’il ne faut pas non plus négliger, ce sont les règles de politesse dans l’accueil. Cependant, éviter les réponses comme « Pas de quoi ». Privilégiez plutôt, les réponses comme «C’est un plaisir, je vous en prie. » En titre de conclusion, nous pouvons constater que dans l’industrie de service, l’accueil est capital pour la qualité et pour la vulgarisation de la bonne image de marque. Pour cela il faut connaitre les ingrédients essentiels pour garantir la valeur et l’action afin d’être un Memory maker par excellence. Professionnel de l’industrie de service, Expert en tourisme et Consultant en hôtellerie. L’auteur est professionnel de l’industrie de service, Expert en tourisme et Consultant en hôtellerie.

AKILAH INSTITUTE FOR WOMEN: Educating Hospitality Leaders A

kilah Institute for Women educates young East African women to excel and lead in their careers and communities through high-quality diplomas in Hospitality Management, Entrepreneurship and Information Systems.

hear me because my voice was so low. But studying hospitality and leadership at Akilah changed that. I remember how they used to encourage us to use our voice and confidence in everything we do,” Florence explains. Today FlorOne of these young women is Florence ence spends her workday helping travTuyishime. Since graduating from Akilah’s elers, and her shyness is replaced with Hospitality Management class in 2012, confidence and an eagerness to provide Florence has excelled in her career in good service. “I love interacting with othhospitality and service. Today, after sev- er people and making sure they get the eral management positions in the tour- help they need – no matter who they are. ism industry, she is working in her dream That was definitely something I learned job as a Customer Service Agent for at Akilah; good service applies to everyRwandair at Kigali International Airport. one, no matter if you’re big or small.” Florence’s passion for hospitality started In her daily work, Florence sees the imin the classrooms at Akilah, where she portance of well-trained hospitality prowent through a personal and profession- fessionals. “Hospitality is very important al transformation. in our daily life. It doesn’t just open doors “I used to be so shy – you could barely to working in a hotel; you can work ev-

erywhere with those skills. The need for good service is everywhere – whether you work in a bank, at a hotel or run your own business.” Florence Tuyishime’s advice to other young women wanting to create a career in hospitality is clear: “They should apply to Akilah. Other schools have hospitality too, but Akilah goes further with it. They teach you to be a leader, work in teams, be humble and professional. Employers are always really positive when they hear you’re from Akilah. We implement hospitality – we put it into action.” Ready to study at Akilah? Apply now for 2017 enrollment. Visit to learn more.

La Culture Client au secours de l’Effet circonflexe! Par Marie Ndiaye Faye


y a quelques semaines, j’avais rendez-vous avec un client dans un restaurant dakarois. Je franchis le seuil, pendue au téléphone en essayant de le localiser. Apparemment, nous nous sommes mal compris. Absorbée par ma conversation, je prends place dans un canapé en souriant à la serveuse. Cette dernière me répond par un écarquillement de narines, pincement de lèvres, sourcils en accent circonflexe. La fonction que j’occupe, fait que ce type de traitement génère en moi une sudation frontale instantanée. Vous savez, ces grosses gouttes qui font irruption lorsque vous préparez un soupou kandia dans une petite cuisine en plein hivernage.

si renfrogné ? » Elle me répond, « Quand TU es rentrée tu ne m’as pas saluée alors que moi je te voyais arriver. Je suis fâchée … Surtout que tu avais l’air sympa. »

Miss Circonflexe revient quelques minutes plus tard avec mon jus de bouye. Je l’interpelle en souriant : « Comment se fait-il qu’une aussi jolie demoiselle travaillant dans un si bel endroit, ait l’air

Mon travail est d’aider ces vendeurs, agents d’accueil, cadres, ces directeurs à développer l’Empathie Client avec un grand C. Le client c’est le consommateur certes mais c’est aussi notre collègue,

38 The SERVICEMAG Sept - Nov 2016

Quelques battements d’ailes de colibri et vous voici à l’origine d’une déception sentimentalo-commerciale. J’ai accueilli son émotion, apaisé ses frustrations avant d’apporter des éclairages sur le mal entendu. L’incident fraichement clos, je lui ai expliqué ce dont nous avons besoin, NOUS CLIENTS. Miss Circonflexe est passée à l’accent grave. Depuis, elle m’accueille avec de belles voyelles « Hi ! Ça c’est ma chériiiiie ! »

notre N+x… Se mettre à la place du Client, sentir ce qu’il ressent, voir le monde de son point de vue et, ainsi, anticiper sur désirs, parfois avant même qu’il n’en ait lui-même conscience. A l’instar d’une épouse dévouée qui masse les pieds de son époux engourdis par le labeur et le poids des préoccupations afrotidiennes d’un chef de famille responsable. Nos comportements découlent de nos histoires personnelles moulées dans des ancrages sociologiques qui cisellent nos croyances et notre manière de voir la réalité. A cet effet, je me suis rendue à l’Institut Africain Management pour rencontrer le singulier sociologue, Pr Djiby Diakhaté pour recueillir ses lumières sur les freins qui empêchent l’homo senegalensis d’inscrire son style relationnel dans le sens du service. Les battements de son coeur sont

perceptibles au travers de sa chemise bleue. Ces pulsations nous disent « Je suis libre, ô peuple sénégalais je t’aime .Je suis conscient, ô peuple sénégalais connais-toi toi-même ». Pour instaurer une culture client dans nos entreprises sénégalaises, « Diakhaté n Borom bakh» invite les dirigeants à développer le sentiment d’appartenance. Motiver les collaborateurs sénégalais nécessite de s’appesantir davantage sur le sens du travail, la rétribution financière seule ne suffit plus. Emotion et motivation ont la même racine : movere, c’est à dire mouvoir. Mobiliser ses équipes, faire exploser les KPI nécessite de les faire vibrer. Susciter des émotions positives pour accroitre la rentabilité. Opter pour un management digne du Taj Mahal, dont la symétrie vous touche. Une symétrie des attentions qui peut se résumer dans cette équation :

R( E+CO)= R( Co +C) Autrement dit pour les littéraires, la qualité de la relation de l’Entreprise avec ses collaborateurs est égale à la relation des collaborateurs avec les clients ( j’ai un bac L merci d’avance de votre indulgence). Il est convaincu que l’entreprise sénégalaise doit prendre les contours d’une entreprise familiale en étant alignée avec notre héritage traditionnel inconscient. Il s’agit de réunir la famille autour de valeurs cardinales fortes susceptibles de forger la loyauté et favoriser l’appropriation de ce bel outil de développement. Ainsi le travail revêtira un sens nouveau et profond permettant aux employés de soulever des montagnes parce que fondamentalement MOTIVÉ. Espace de connexion et de contribution, l’entreprise doit intégrer le sacré. On entend par sacré cette « Façon d’être

identifiable par certaines valeurs, ce Sens et la capacité à se connecter à une entité plus élevée que soi et incarner des Vérités ultimes » (Catherine VoynnetFourboul) L’exemple illustre de HCLT évoqué dans « Les Employés d’abord, les clients ensuite » par Vineet Nayar son dirigeant, met l’eau à la bouche. Tripler son chiffre d’affaires et son résultat d’exploitation en quatre ans en mettant l’Humain au début et à la fin de tout. Et pourquoi pas nous sénégalais, définissons nous-mêmes notre nouveau paradigme basées sur nos réalités psycho-sociologiques et culturelles et repensons notre stratégie relationnelle client. L’auteur est Chef de projet-Coach Culture Client chez Orange-SONATEL

The SERVICEMAG Sept - Nov 2016 39

Comment faire consommer les suggestions du jour ? by Sandra Idossou


que votre client ait envie de consommer, la règle d’or est un accueil chaleureux et convivial. Mais en quoi cela consiste ? En des paroles simples, glissées au bon moment, avec un langage tous les jours renouvelé. Exemple avec les plats et suggestions du jour.

La scène : Les clients viennent de s’installer à table. Au préalable, vous avez vérifié que la mise en place était complète et propre. Vous avez enlevé les couverts en trop. Vous leur avez donné la carte du restaurant et éventuellement pris la commande d’apéritifs. Les objectifs : D’une part, valoriser les suggestions du jour en tenant compte des goûts des clients et des objectifs de vente. D’autre part, renouveler régulièrement votre manière de faire. Notez que s’il s’agit de clients habitués, il est bon d’énoncer les suggestions dans la 1re minute de conversation. Sinon, il vaut mieux leur présenter après la commande des apéritifs.

Conseils pratiques et astuces pour y parvenir Commencez



40 The SERVICEMAG Sept - Nov 2016


dialogue avec une question ouverte. “Connaissez-vous notre

restaurant et ses spécialités ?” ou “Pour commencer, que puis-je vous servir comme boissons ?”. À cet instant, les clients vont discuter avec vous, entre eux. Vos sens de l’écoute et de l’observation vous apporteront suffisamment d’informations pour orienter ensuite vos suggestions : temps à table, contexte du repas, goûts, souvenirs laissés par leur dernier passage… Enchaînez avec les suggestions, en fonction de ce que vous avez décodé dans ce premier contact.

Apportez le support très proche du client pour qu’il puisse

lire lui-même les suggestions du jour. Mais pas la peine de les relire. En revanche, ils ont besoin d’entendre des informations agréables qui vont les aider dans leur décision.

Présentez-les dans l’ordre conseillé par votre manager le matin

lors du briefing, ou selon la technique que j’appelle ‘1 - 2 - 3’*, qui consiste à se limiter à 3 propositions uniquement, sachant que le client retiendra la première et la dernière. Exemple : “Ici, l’âme du restaurant est basée sur les viandes sélectionnées par le patron.” Le tableau des suggestions étant à proximité et les prix visibles, vous enchaînez : “Devant

vous, suivez la cuisson d’une superbe entrecôte, 300 g de viande bovine que vous accompagnerez d’une sauce (avec votre stylo, indiquez la liste sur le set). À mon avis, choisissez la Béarnaise ‘maison’, une saveur classique sur cette grillade. Ou alors, une grillade d’agneau ou de canard. Et je vous recommande aussi la brochette de gambas. Grillées avec des quartiers de citron, les 5 pièces prendront un goût acidulé, la cuisson à l’huile d’olive vous rappellera leur origine espagnole.”

Évitez de réciter la fiche technique du cuisinier, et préférez

choisir deux ou trois termes de la composition des plats (ingrédients et saveurs). Vous pouvez aussi les valoriser par des adjectifs éveillant l’imagination et les 5 sens du client. “Nous vous proposons une Tarte fine de saumon frais sur un fondu de tomates au basilic, une préparation de la mer très croustillante, soulignée par le parfum du basilic et la fraîcheur de la tomate.”

Enfin, comme dans toutes les situations, vous reformulez la commande pour montrer au client que vous vous êtes bien compris.

Akagera game lodge is located in the south entrance Akagera National Park in the Eastern Province, Kayonza District, the Hotel is open to magnificent view of luxuriant savannah flora, hills and lake Ihema. Only two hours drive from Kigali, you can access the hotel via Rwamagana, Kabarondo and Rwinkwavu road. the lovers, visitors seeking to relax or to concentrate on work away from the city noises. ultimately, the hotel surroundings impose as the right place for those seeking a genuine communion with “mother nature� TEL: +250 785 201 206 / 788 303 679 E-mail: WWW.AKAGERALODGE.COM

Beautiful food presentation is part of great service! The

importance of creative food presentation cannot be overemphasized. Good food tastes even better when presented colorfully and exquisitely. Alessandro Merlo is a chef and he is passionate about his career. He studied in Italy and Switzerland and has worked in Milan, Turin, New York, Los Angeles and Paris before making his way to Rwanda. Now at Brachetto Restaurant, Merlo and his colleagues are set to give diners not just great food but food presented beautifully- and according to Merlo, it makes all the difference.

Beef tartare, mozzarella, radish

Beef, beetroot, orange

Dessert meringue vanilla Chantilly passion

Brachetto values simplicity, creativity and serves freshness in an exquisite environment. It is all part of the excellent service they seek to espouse. So next time you think of great restaurant service, it is more than just good food, think presentation, ambience, and quality of products. Here are some of the beautiful servings Merlo presents. Don’t they just make you feel ravenous?

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Perch, fava beans, radish

Stuffed cucumber, goat cheese, honey macadamia





















East Africa is unparalleled for its spectacular scenery, exciting safari experience and warm hearted people. Serena Hotels has properties in key locations and invites you to discover East Africa in style and comfort.


For reservations contact your preferred travel agent or:

Rwanda Reservations: Tel: (+250) 788 200 430/ 788 184 500 (+250) 252 541102/ 252 597100 Email:

The SERVICEMAG Sept - Nov 2016 43


10 Reasons

to Visit Akagera

Just two hours from Kigali on good roads Akagera is do-able in a day but makes for an easy overnight get away




One of the oldest national parks in Africa, Akagera was gazetted in 1934 closely following Virunga National Park in 1925 and Kruger National Park in 1926

Soon to be a ‘Big Five’ park following the planned re-introduction of black rhinoceros later this year. Akagera will then be the only national park in Africa with the ‘Big Five’ and shoebill

Ruzizi Tented Lodge is set among swaying palms on the edge of Lake Ihema. Fully solar powered, the comfortable tents have bathrooms with hot showers and private views over the Lake. Ruzizi has maintained a five star TripAdvisor rating.




Support a living and breathing conservation story; Akagera has dramatically reduced poaching to almost nothing, doubled wildlife populations and increased park-earned revenue six-fold in the past six years

For a chance to see the first lion cubs born in Rwanda in almost two decades following the reintroduction of seven lions in 2015. 2016 has already seen the birth of seven cubs.

Akagera’s spectacular scenery is what sets this park apart from others in the region. Views from the western ridge past rolling grassland hills and down over vast lakes and swamps are a scenic photographers dream

2 Akagera has the largest protected wetland in central and East Africa. Almost 1/3 of the park is made up of a mosaic of lakes and papyrus swamps. Home to the rare shoebill, a large stork-like bird, and the equally elusive sitatunga antelope


Combined with the new Karenge Bush Camp it makes for a magical combination of rustic luxury; Karenge is simple but stunning, full catered, outdoor showers and spectacular views over game-rich plains. 100% of the profits from every stay at Ruzizi and Karenge go towards the management of the park as whole.


10% of park income from entry fees and activities goes towards the Revenue Sharing Scheme for developing community infrastructure and supporting income generating activities, and towards the Special Guarantee Fund to compensate for Human-Wildlife conflicts.

For more information, contact: +250 (0) 786 182 871

Ruzizi Tented Lodge & Karenge Bush Camp // // +250 (0) 787 113 300


Dimensions of Quality Service

ately, everybody is raving about customer service in the hospitality sector but mostly talking about the lack of it. At Gorillas Hotels, this has been our main focus this year. See, it’s not news that one unhappy customer will tell 100 others about a bad service experience while a happy customer will smile to him/herself in satisfaction and in most cases will not mention it. In reality, bad news travels as fast as a wild fire.


La chaine d’hôtel N°1 au Rwanda


Gorillas Hotels lives by the five dimensions of quality service that is; Tangibility, Reliability, Responsiveness, Assurance and Empathy. If we get these dimensions right, we will offer excellent service to our customers and they will hand over the keys to their loyalty. Although all these dimensions are important to customers, some are more important than others. Therefore, service providers need to know which are the most important to avoid majoring in minors. At the same time they can’t focus on only one dimension and let the others suffer. TANGIBILITY This has much to do with the appearance of physical facilities, equipment, personnel. At Gorillas hotels we pride ourselves in the beauty of our hotels which are located in the serene neighbourhoods near key tourist destinations.

Gorillas City Centre Hotel, Kiyovu

It is important for Service providers to make certain their employees appearance, uniforms, equipment, and work areas on-site (closets, service offices, etc.) look good. The danger is for providers to make everything look sharp, and then fall short on other dimensions like reliability and responsiveness. RELIABILITY Over the years we have developed the ability to perform and deliver the promised service dependably and accurately. Customers want to count on their providers. They value that reliability. It’s three times more important to be reliable than have shiny new equipment or flashy uniforms.

Gorillas Lake Kivu Hotel, Gisenyi

RESPONSIVENESS We have the willingness to help customers and provide prompt service. When a customer requests for a service whether over the phone or by email, we ensure that we respond in not more than 30 minutes. For such cases we run a 24 hour front desk and reservations desk. Waiting a day to return a call or email doesn’t cut it. Even if customers are chronically slow in getting back to providers, responsiveness is more than 1/5th of their service quality assessment. ASSURANCE In the hospitality industry, knowledge and courtesy of employees and their ability to convey trust and confidence is very important. With more than 10 years in the industry, we have become a house hold name and gained the trust of customers world over. However, service providers must communicate their expertise and competencies – before they do the work. This can be done in many ways that are repeatedly seen by customers, such as:

Gorillas Golf Hotel, Nyarutarama

• Display industry certifications on patches, badges or buttons worn by employees • Include certification logos on emails, letters & reports • Put certifications into posters, newsletters & handouts By communicating competencies, providers can help manage customer expectations and influence their service quality assessment in advance EMPATHY What makes us different is the care and individualized attention our hotel chain provides its customers? Our hotel staff are trained to interact with customers. They know that they have to do everything to help them and make an impact on customers’ assessment of service quality.

Gorillas Volcanoes Hotel, Musanze

Tél. +250 788 174 000 / +250 788 200 500 E-mail :



By Dr. Rachna Pande


ome individuals have frequent diarrhea with no apparent underlying cause. They may pass stool after every meal for weeks to months with no improvement. During this time they may or may not look sick. This condition is known as irritable bowel syndrome (IBS). IBS is a common condition affecting the large bowel. It commonly causes diarrhea, abdominal pain and bloating. The person may also have nausea and/ or vomiting, thus mimicking acute gastroenteritis. Though troublesome, it is a benign condition with no serious damage to the colon.

The exact cause of IBS is not known, but there are different theories about it. It occurs due to stress in people who remain very anxious or depressed. Due to stress they have increased adrenaline levels which cause increased motility of the gut and increased stretching. This causes painful distension of the abdomen. Food allergy is also postulated to be underlying IBS. Common foods implicated are chocolates, spices, broccoli, cabbage, cauliflower, wheat, and milk products, e.t.c. Food allergy is highly subjective and varies from person to person.

as hypertension, diabetes, e.t.c. The chronic diarrhea often gives rise to suspicion of chronic diseases of the large bowel like tuberculosis, cancer, H.I.V. infections, inflammatory bowel disease, e.t.c.

Hormonal factors are also said to play a role since it is twice as common in women as in men. Sometimes it may occur following an infection of the bowels. It commonly occurs in young adults below 45 years of age.

Sufferers often spend a lot of time and money visiting different hospitals and doctors for their chronic ailment. They are often given many antibiotics empirically on the presumption that diarrhea may be due to an infection. Thus he/she becomes susceptible to the side effects of the drugs. They can develop ulcers in the mouth, superadded fungal infections and worse still can have diarrhea induced by antibiotics. This occurs because antibiotics deplete the intestines of useful protective

Individuals with long standing irritable bowel syndrome can suffer from nutritional disturbances due to the frequent diarrhea. High levels of anxiety can give rise to other diseases associated with anxiety such 46 The The SERVICEMAG SERVICEMAG Sept Sept -- Nov Nov 2016 2016 46

Diagnosis of irritable bowel syndrome is a diagnosis of exclusion, i.e. it is established by excluding other organic or infectious causes for the frequent or prolonged diarrhea. Results of all the relevant tests done for diarrhea are usually negative.

Reassurance and counseling are very important for the good and sustained recovery of the patient. Tranquilizers and sedatives can be used temporarily to calm the mind of the patient and cure sleep disturbances but long term use carries the risk of addiction and adverse effects. Anti motility drugs (which reduce diarrhea by suppressing intestinal motility) can be used in severe cases for a short time but long term use may be unsafe. Regarding food allergy, one can judge the allergy causing substance by including and then excluding one substance from the staple diet each day. The substance causing problem when discovered can then be excluded. Taking small frequent meals is useful, so is avoiding caffeine and alcohol. A healthy life style can help one overcome IBS. Dr. Rachna Pande is an Internal medicine specialist working in Ruhengeri Hospital.

Reassurance and counseling are very important for the good and sustained recovery of the patient.

bacteria thus increasing the number of infectious germs present in the bowels.

Le Sourire Un sourire ne coûte rien et produit beaucoup Il enrichit ceux qui le reçoivent, sans appauvrir ceux qui le donnent Il ne dure qu’un instant mais son souvenir est parfois éternel Personne n’est assez riche pour pouvoir s’en passer Personne n’est trop pauvre pour ne pas le donner Il crée le bonheur au foyer Il est le signe sensible de l’amitié Un sourire donne du repos à l’être fatigué Un sourire rend du courage au plus découragé Si quelquefois vous rencontrez une personne qui ne vous donne pas le sourire que vous méritez, soyez généreux, donnez lui le vôtre. Nul n’a autant besoin d’un sourire que celui qui ne peut en donner aux autres ! Raoul Follereau (1903-1977)

Extrait du Livre d’amour qu’il publia en 1920 à l’âge de 17 ans. Raoul Follereau a consacré une bonne partie de sa vie aux lépreux en Afrique... The SERVICEMAG Sept - Nov 2016 47

OUR FRUSTRATIONS LONGUE QUEUE AUX BRANCHES DE LA BK Je me suis rendue à la branche de la Banque de Kigali de Remera pour y encaisser un cheque. J’étais extrêmement pressée car je devais me rendre à une réunion dans les 15 min. Quel découragement de voir que la banque était bondée de clients. Cher Management de la BK, pourriez-vous ouvrir plusieurs succursales pour faciliter vos clients à avoir un service rapide et efficace ?



Sinkunda kunywera mu dukombe dutatse cyane nikundira kunywera mu gikombe kinini. Mperutse kunywa ikawa ya maraba numva ntanyuzwe. Ni ikawa rwose itakigira uburyohe n’impumuro nari menyereye. Ndateganya guhindura nkajya nywa ubundi bwoko bw’ikawa. Icyo nsigaye nibaza ni ukumenya niba ibicuruzwa bituruka hanze n’ibyo mu gihugu bipimwa ku buryo bumwe. Ndibaza niba bihagije kuba nabyanditse kuri twita, ndabona bidahagaje, ariko reka nihangane ndebe ko hari uwambonera igisubizo.

LUKIZA J-l Kayitenkore

MTN RWANDA, APPELS INCESSANTS J’ai reçu sept appels entre 6h et 9h30 aujourd’hui d’un même numéro, quand je répondais c’était MTN.J’en ai vraiment marre, mon numéro est professionnel et je suis vraiment dérangée. Cher MTN, y a-t-il un moyen de vérifier où vos appels sont transférés s’il vous plaît?

IBIGO 3 BIGURISHA ITUMANAHO RYA INTERNET BYOSE BYAGIZE IKIBAZO CYA REZO (NETWORK) Turibariza ibigo by’itumanaho niba badusobanurira ikibazo gihari…. Buri mufatabyuguzi wese wa (Airtel, Tigo na MTN) ari kwijujuta… ese haba hari irushanwa mu gutanga serivisi mbi za rezo ntitubimenye ?


SERIVISI Z’IPOSITA, KUKI NKOMEZA KOHEREREZWA AMABARUWA ATANGENEWE ? Nkomeje kwakira inyandiko zitangenewe mu gasanduku kanjye k’iposita. Ubona bandikaho nimero z’udusanduku zitagira n’aho zihuriye n’izanjye! Ese iyi ni yo mikorerere ikwiye y’iposita mu kugeza ku bantu amabaruwa n’ubundi butumwa bw’abandi ? iyi ni yo mpamvu ishobora kuba ituma hari amabaruwa banyandikira ntangereho.



MTN, NDAGUSABA GUHAGARIKA KWIBA AMAFARANGA ARI MURI TELEFONI YANJYE Maze igihe naricecekeye simvuge ibyo MTN inkorera ariko ubu sinkishoboye kubyihanganira. Bakomeza gufata amafaranga yanjye muri telefoni iyo nyashyizemo bakambeshyera ngo nari mfite ideni ryabo. Iyo bangurije amafaranga buri gihe ndabishyura kandi sinjya ndenza 500 FRW. Ariko ubu bari kumbwira ko mbafitiye ideni rya 1350 nkaba ntazi aho rituruka. Ikibabaje ni uko iyo mpamagaye ya nimero yo gufasha abakiriya kugira ngo bamfashe ntibitaba. Ntituzongere kuvuga ibyo gufata neza abakiriya muri MTN ? Nkeneye ubufasha rwose ! barakomeza kongera ideni iyo nguze amainite, ndumva rwose bampemukira. Ndangira ngo hagire umfasha rwose !

Fraterne d’Artagnan Ndacyayisenga

CHILLAX LOUNGE...AGAIN…AND AGAIN Small things can kill the reputation of a place. From the day I heard about Chillax lounge, I thought it was a nice place to be, relax with friends and enjoy a Friday night drink. I considered it one of the best hangouts in Kigali. But I was in for a rude surprise. This ‘good and classic’ bar has a manager who despises locals and gives preferential treatment to foreigners. When we visited last, the manager asked us to vacate our seats for some other customers who had bought champagne and he referred to as foreigners. We are all equal aren’t we? A friend who lost both legs in an accident visited and was ridiculed and asked what he was doing there by the manager. What business does that to its clients? In addition, their service is ridiculously slow, how does an order for a drink take almost an hour? Besides, the male managers despise the waitresses and disrespect them before customers. Customer service goes beyond a smile to how you treat people of all ranges as equal without any segregation. Respecting people for who they are not what they are irrespective of their economic status. I hope we will see an improvement in the service at Chillax lounge before they will lose their customers.



Davy-Carmen INGABIRE, de rêveur passionné à entrepreneur à succès Propos recueillis par Sandra IDOSSOU

C’est dans les locaux de la Rwanda Broadcasting que j’ai rendez-vous avec Davy-Carmel Ingabire. Installé à Kigali depuis quelques mois, ce Burundais de 28 ans, produit et présente une des nouvelles émissions phares du public rwandais, intitulée Le Miroir, sur la RTV tous les dimanches soirs. Il a aussi créé sa propre ligne de vêtements DavyK. Calme et souriant, je sens comme une sorte de timidité lorsqu’il me salue. Pour un personnage public, je m’attendais à un peu moins de réserve. Heureusement, pendant l’interview il se confie très ouvertement sur son parcours et ses aspirations.

TSM : Difficile de te placer dans une catégorie : tu es journaliste, créateur de mode, chanteur et juriste de par ta formation universitaire ? Comment te définir ?

même temps, c’est que Dieu ne nous a pas créés pour faire une seule chose à la fois. Je continue donc à poursuivre mes rêves même lorsqu’ils me mènent dans différentes directions.

(Rires) Pourquoi me mettre dans une catégorie justement ? Disons que je suis un rêveur à la poursuite de ses rêves. Si nous pouvons marcher et siffler en

TSM : Est-ce facile d’être sur tous ces fronts ? Pourquoi ne pas choisir un domaine et y rester ?

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Certains jours cela semble facile, je m’organise et le plan marche. D’autres fois, la pression de réussir prend le dessus, surtout avec des moyens limités. Mais je sens que j’ai un devoir envers moi et envers tous les jeunes passionnés par tel ou tel autre domaine. Prouver que c’est possible de réaliser de grandes choses sans sacrifier ses passions même si on vient d’une famille modeste d’un petit

pays du tiers-monde. Lorsqu’on part de rien, le travail acharné n’est pas un choix, c’est la seule option pour aller loin. Les jeunes dans plusieurs pays africains ne se permettent pas de rêver car nous avons peu de modèles et nous devons le devenir pour le bien des générations futures. TSM : Tu vis au Rwanda depuis moins d’un an et tu as déjà un des shows les plus plébiscités à la télévision (ndrl : Le Miroir). Quel est ton secret ? (Rires) Merci. Un mélange de chance, une certaine expérience dans les médias et beaucoup de travail. Au Burundi j’ai travaillé plus de 8 ans à la radio et j’écris en freelance pour deux magazines. Mais la télévision était dans ma ligne de mire depuis quelques mois, j’attendais juste que la bonne porte s’ouvre. Et croyezmoi, j’ai toqué à plusieurs avant ça (rires). J’ai été présenté au Directeur de la RTV par hasard alors que j’étais éditeur dans une agence de presse régionale, j’en ai profité pour lui parler de mon projet d’émission télévisée. C’est ainsi que Le Miroir est né. Je suis vraiment touché que le public ait si bien accueilli cette émission. Je travaille sur chaque détail et donne le meilleur de moi car rien n’est jamais acquis. TSM : DavyK est la marque de ta ligne de vêtements, peux-tu nous en dire un peu plus ? C’est une marque qui s’adresse aux hommes et femmes qui veulent avoir un look unique, moderne et urbain, avec une touche avant-gardiste et couture mais facile à porter dans la vie quotidienne. Cette ligne de vêtements est l’accomplissement d’un rêve de longue date. J’ai toujours dessiné des habits. A 17 ans, je me suis lancé dans le mannequinat dans le but d’avoir un pied dans la mode et surtout de me rapprocher d’autres créateurs. Mais c’est un monde très compétitif, parfois sans pitié, et je n’ai pas été épargné. J’ai continué le mannequinat jusqu’à créer la première agence de mannequins et de productions d’évènements dans le secteur de la mode au Burundi, Agence Esther. Un bon préambule à mon rêve et en 2014 je me suis

lancé. Jusqu’à aujourd’hui je suis fier de ce que j’ai déjà pu faire même si le chemin reste encore long. TSM : Et avec tout ça, tu as le temps d’écrire des chansons, d’aller au studio et de tourner des vidéos ? (Rires) Oui ! Écrire des chansons ne me prend pas vraiment beaucoup de temps. Souvent j’ai la mélodie dans la tête et les paroles me viennent directement. La musique est une thérapie pour moi. Pendant les pires moments de la crise au Burundi, mon pays d’origine, mettre en chanson mes émotions m’a aidé à tenir le coup et à trouver la force de continuer à poursuivre mes rêves malgré le contexte. C’est aussi le moyen de transmettre un message d’espoir à un large public. TSM : Medias, Musique, Mode, dans quels autres domaines devrions-nous t’attendre dans le futur ? Je crois que je vais me concentrer sur ceux-là pour le moment. J’ai envie de construire quelque chose de stable qui me permettra de continuer à opérer dans ces trois secteurs pour un long moment. Parce que le but de tout ceci c’est d’arriver à vivre, disons correctement, de mes passions et ouvrir ainsi des portes aux prochaines générations. En d’autres termes, passer de rêveur passionné à entrepreneur « successful ». TSM : Un dernier mot pour nos lecteurs ? N’arrêtez jamais de rêver et de poursuivre vos rêves ! Soutenons et encourageons nos artistes, artisans et entrepreneurs locaux ! C’est à nous, tous ensemble, de créer le « rêve africain » et c’est très possible.

The SERVICEMAG Sept - Nov 2016 51

THEY WOWED US AKAGERA AVIATION AND I I love celebrating my birthday and I start reminding my friends two months in advance and prolong the celebration for 4 or so months after the actual day. This year, I got a super special gift. I got a call from a very polite gentleman who told me I had received a gift of an aerial tour with Akagera Aviation. I think I asked him to repeat it twice. And then I screamed for joy! He added that it was for me and my husband. We were told to be at the airport by 10 am on the actual birthday, with our passports and a light jacket. On arrival, we were met by a young smiling man who whisked us through customs and before long we were seated on a bus outside the departure lounge. We had the whole bus to ourselves. The Akagera Aviation hanger has a number of smart looking helicopters all lined up. We were taken to one which was already parked outside. It was a three seater. The front part of it was made of glass and if it were not for the tail bit, it looked smaller than a normal Prado vehicle. I was all a flutter and could hardly wait to get in. Our pilot was introduced and we were told he would also be our guide. We were given a brief on how to communicate while in the cabin. The noise from the engine gets quite loud

52 The SERVICEMAG Sept - Nov 2016

and we were given earphones with a mouth piece in order to speak to each other. Our seat-belts secure and earphones on, the pilot started the engine and before long we kind of rose from the tarmac. I felt like I was in a movie. Strangely I was not afraid. The feeling that we were so far from the ground in something smaller than my car, half of which was made of glass didn’t faze me. My secret fear had been that I might panic and make a spectacle of myself. Flying over familiar places with a birdseye view was exceptionally nice. I just kept shouting out to my two cabin mates every time I saw a home or place I knew. The further we went the quieter I became. I was over whelmed by the beauty of what lay below. It was like a canvas of a talented painter. The Kinyarwanda saying that God spent the day elsewhere but always came home to Rwanda was never so true. Who wouldn’t want this to be home? The pilot kept us informed of where we were flying over. Soon we were over Musanze. The winding roads, the rivers, the hills all look amazing from above. As we approached Kivu I started recognizing places again. We flew over Serena hotel then Bralirwa and then we came across islands that I wished I could build a house on! What a beautiful sight!

We then went over Nyungwe Forest and that was exceptional too. We spotted Nyungwe Forest Lodge surrounded by a carpet of tea plantation and we were told that was where we would have our lunch. Standing in front of a white V8 SUV was a smiling driver waiting for our descent. I felt like a super star and giggled with joy. At the lodge we were given first class service. A fire was lit for my benefit and two waiters stood at attention to do our biding. I believe I over stuffed myself. The food was so good. I just prayed I would have no trouble whilst airborne. The return journey was just as memorable. As we approached Kigali we flew over Kikuciro and what an assortment of amazing homes. Loving your country is expected but the overwhelming love and pride that filled my heart realizing how blessed we are to have such beauty cannot be easily described. Akagera Aviation tour of Rwanda should be everybody’s wish and a stop at Nyungwe Forest Lodge a must. The service I got right from the start to finish was exceptional, true meaning of customer care and dedicated service. I applaud both companies. Eva Gara, Managing Director, The Point Business Centre

Customer Service Awards 2016 CALL FOR NOMINATIONS

Each year, as part of the Customer Service Week celebrated worldwide, the ServiceMag appreciates all service providers who have been nominated by their colleagues and clients as offering outstanding customer service. We would like to call upon you to nominate colleagues and service providers that offer excellent customer service as individuals or as teams. The following service areas will be considered:

Please send nominations or any queries to email Name of nominated person or business, position in business, name of business, service area, Names; Position, phone number

Banking, Hotel/Restaurant, Te l e c o m , Tr a n s p o r t , P u b l i c /G ove r n m e n t Institutions, Retail business, Health, And any other service industry

Nominated persons or businesses will be called on air, visited on their working premises, interviewed etc and winners will be awarded customer service awards at the TSM Best Service Awards ceremony. We thank you for your participation in this.





emaining within your safe zone for a long time and having one category of clothes risks the tendency of becoming mundane, predictable and boring over time both to yourself and others around you. To avoid being branded this way, bring on an element of surprise to your look whether through accessories or clothes. One way to do this is by experimenting with new colors and trying on things that you think are nice looking, but never considered to be your style. In retrospect you may discover that despite your hesitations you just might be surprised at the outcome. One trendy accessory with an element of surprise is the Bow-tie. And yes, ladies you can rock them too. Bow-ties are back in vogue and it is not just men who are wearing them, women are embracing them too. To make it work, consider a slim and elegant bow-tie; it makes a nice alternative to a necklace. Ensure you complement your bow-tie with something low-key which will keep it in focus rather than compete with it. To give off a great fashion vibe, combine your bow-tie with a dress, customized suit, or a blouse with fitted jeans or skirt.

Glam up your Jeans! Through the decades, fashion trends have continuously altered jeans, and while their appearance may change what is clear is that they are here to stay. Often associated with comfort, jeans tend to be worn with a t-shirt or something underdressed. Here are some ways to glam up your jeans. •Match your jeans with a brightly colored blouse, jacket or a distinctive accessory which defines your style. •For a confident and sophisticated look, combine your jeans with a pair of heels. •A well tailored jacket worn with jeans will up your casual appearance to smart casual. Solid neutral colors that can be worn with many alternative tops are a good choice for a jacket. •Boots, whether ankle, calf or knee high make a perfect fit when worn with fitted jeans

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A Happier, Healthier Appearance Waking up on some mornings and feeling really tired after a short night’s rest is a reality we all encounter from time to time. Nevertheless, we put on a smart outfit, and head out to encounter yet another day. Research however shows that adults who get fewer than seven hours of sleep - whether for just one night or over the course of days, weeks, or months are likely to be affected. Some physical signs of sleep deprivation include Puffy eyes, weight gain, aging skin, and a weakening of your immune system. While you sleep your body repairs and recovers itself, and therefore the right amount of sleep will bring on a happier, healthier appearance.

TIP: Skin loses more water when you sleep than it does during the day. Apply a creamy moisturizer before bed and drink plenty of water during the day to help your complexion stay hydrated overnight. Model: Neza Rachel Model: Umutoni Sandrine Looking to try something new and trendy? Visit the fashion brand INCO icyusa at the 1000n1 Signatures store, located opposite the Belgian school, City centre. Tell: + (250) 722 120 012 Email: All items are by INCO icyusa

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The Spoken Word Rwanda (SWR) August edition was themed “Untold Stories.” Seventeen poets and visual artists shared with the SWR audience intimate and heart moving spoken word on various issues that echoed the theme. The event, which was held at the new Cafe New rooftop lounge owned by Impact Hub Kigali attracted over 100 guests, which is the usual number of spoken word enthusiasts at each SWR event. SWR celebrate 5 years this year, 2016. In addition to its monthly spoken word events, the initiative also organises annual festivals which bring in artists, writers and musicians from the continent and region, and works closely with secondary school students. This year’s SWR Annual Festival is scheduled for October, 2016.

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Visite Officielle du President Patrice Talon au Rwanda pour une coopération sud-sud. La coopération entre les deux pays porte sur de multiples domaines notamment sur les échanges commerciaux et la promotion des investissements et, les échanges d’expertise, le tourisme, la facilitation de la libre circulation des biens et des personnes, le transport aérien entre Kigali et Cotonou, l’industrie textile, et bien d’autres secteurs.

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African Union Boulevard | P.O. Box 1600, Kigali-Rwanda Tel. +(250) 788 300 890 / 783 417 106 | E-mail.

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One of the first things I learnt while in Hospitality and Tourism school was that the tourism industry is not about selling products but rat...


One of the first things I learnt while in Hospitality and Tourism school was that the tourism industry is not about selling products but rat...