Service Excellence Insights from The New Times
Elevating Service in East Africa
As a regular contributor to The New Times Rwanda, I share weekly insights on how we can transform service delivery across the region. Service is not just a department—it is a culture that must be built from the ground up, requiring intentional leadership, continuous training, and a deep understanding of the guest experience.
Recent Insights & Articles
Below are a few highlights from my recent columns. These pieces explore the intersection of human capital, hospitality standards, and business growth in East Africa.
The True Cost of Poor Service
We often measure the cost of training, but rarely the cost of losing a loyal guest. In this article, I break down why businesses lose revenue when they ignore the guest experience and how a single negative interaction can ripple through your brand's reputation.
Empowering Local Talent for Global Standards
Rwanda's tourism sector is booming, but our service standards must keep pace. This piece discusses how investing in continuous, practical training creates a confident, capable workforce ready to deliver world-class hospitality.
Leadership's Role in Service Culture
Service culture always flows from the top down. If management doesn't prioritize empathy, communication, and proactive problem-solving, the frontline staff won't either. I explore actionable steps for General Managers and HR leaders to lead by example.
Read More in The New Times
I invite you to read my weekly columns where we dive deeper into the practical steps every organization can take to turn good service into exceptional service.
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