Producer of Tourism and Hospitality service bulletin

DESCRIPTION:

Background

The chamber of Tourism, which is the umbrella organization for the tourism and hospitality industry actors under the leadership of Private Sector Federation (PSF), was formed in 2006, with a mandate to promote and represent actors in tourism and hospitality industry. The chamber has been fortunate to receive a grant from Trade Mark East Africa (TMEA), to support the chamber upgrade the quality of hospitality services in Rwanda in order to meet the East Africa Community (EAC) Hotels and other tourists accommodations facilities standards This will contribute to a deeper integration of the Rwanda hospitality industry into the East African common market and, ultimately, to improve the economical and financial prospects for Rwandan businesses and individuals.

1. Producer of Tourism and Hospitality service bulletin

There have been different studies on the state of customer service in Rwanda. Some of the notable previous related studies include: Poor Customer Service and its Impact on the Rwandan economy done by Institute of Policy Analysis and Research – Rwanda (IPAR) July, 2009; and Rwanda National Customer Satisfaction Survey: Results and conclusions, March 2010. These reports concluded that Rwandan customer Service is seen as the worst in the East African region. In light of these results, Rwanda Chamber of Tourism has recently conducted a qualitative research to determine the causes of poor customer service in hospitality industry. The results of the study recommend a wide customer care campaign through the media with TV shows, radio program, and industry service bulletin with the aim to make the general public aware of the kind of service entitled to them and that the service providers are continually reminded of the service level that are expected of them. The campaign is expected to increase awareness of service standards expected in Tourism and hospitality industry in order to bring about positive behaviour and mindset change among tourism and hospitality professionals with regard to customer care.

1. Scope and objective of the assignment
The chamber of Tourism wishes to hire the services of a professional writer to design and write a tourism and hospitality service bulletin, which will serve as communication materials amongst members of the chamber of Tourism on issues pertaining to the industry with the purpose of achieving improved customer service in Tourism and Hospitality Industry. Specifically, the consultant will:

• Produce quarterly hospitality service bulletin, which shall serve as a medium of communication between the Chamber of Tourism and its members on various issues such as customer care, new industry regulations, association’s activities and achievements, plans of the association, members´ benefits from the associations, with the aim of upgrading facilities services in Tourism and hospitality industry

• Conduct interviews with different stakeholders of the Chamber of Tourism on issues pertaining to the industry

• Advise and assist the Chamber of Tourism in choosing which stories go in the bulletin and their order of importance

2. Nature and duration of the consultancy
The hospitality service bulletin will be produced quarterly from May to December. Thus, it is expected that three issues will be produced over a period of 8 months. The first issue of the service bulletin will be produced in June, the second in September while the third issue will be out in November. The consultant will be in charge of designing and producing the service bulletin while the Chamber of Tourism will be in charge of printing and disseminating the bulletin amongst its members.

3. Profile of the consultant

• Good general knowledge of current affairs on the Rwanda’s tourism and hospitality industry

• Good editorial judgement and interpretational skills

• Excellent command of the English language

• Excellent writing skills

• Functional knowledge of the broadcast technology

• Experience in print media publishing

• Proven track records of own published materials

To Apply

Interested candidates are invited to submit their tender documents including detailed profiles of their firms and their updated CVs. The expression of interest must be submitted in the form of separated technical proposal and financial proposals of consultancy services at PSF reception, Gikondo not later than the 26th April 2013 at 3pm. The opening of bids will be conducted on the same day at 4pm. For more information, please do not hesitate to send us an email to the following address: gngabonziza@rwandatourismchamber.org.

Bart Gasana
Chairman
Chamber of Tourism