Hospitality business owners blamed for sluggish customer care

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Vice Chancellor University of tourism technology and business studies-UTB Callixte Kabera (centre) during a press briefing on Wednesday. On left is Dr Wim Kouwenhoven, chancellor and Dr Gustave Tombola,deputy vice chancellor Academics.

Vice Chancellor University of tourism technology and business studies-UTB Callixte Kabera (centre) during a press briefing on Wednesday. On left is Dr Wim Kouwenhoven, chancellor and Dr Gustave Tombola,deputy vice chancellor Academics.

In a twist of events, the higher learning institutions are now blaming the owners of businesses in hospitality industry for sluggish customer care that has seen service delivery in the sector remain wanting.

Academicians say that despite lack of enough professionals to deliver to the expectations of their clients, owners of businesses do not mind about orienting their staff to boost their performance.

“This has mainly been because employers wanting to make a quick buck and the employees, because of the poor motivation, serve without commitment.” Callixte Kabera, Vice Chancellor of The University of tourism, technology and business studies (UTB) said on Wednesday.

Kabera who was speaking during a press briefing prior to the University’ 4th graduation ceremony on Thursday said that business owners need to look at increasing performance for their staff which would help to up the customer care.

“This is why we are putting more emphasis on attitude and mindset change, so that these should not be a problem in the field,” he said on Wednesday.

Earlier the business community in the hospitality sector have been blaming the universities for    churning out unqualified graduates with low skills to handle the challenges of customer care within the sector.

“As an institution that is a visionary and pioneer of the hospitality industry, we have identified some of the causes of the poor customer care in the country for which we are training to alleviate,” he said.

The deputy Vice Chancellor in charge of Academics Dr Gustave Tombola believes that the lingering poor customer care in the industry is now due to attitude of employers who believe graduates are not skilled enough.

 Since its inception in 2008, the university has seen over 85 percent of its graduates every year get jobs while 30 percent of their students started their business.

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