Ni inkuru yakiranywe na yombi na bamwe mu bari bamaze iminsi badacira iyo hoteli akari urutega bitewe n’ibyatangajwe n’abari baherutse gutaha ubukwe bwayibereyemo, bakavuga ko bahawe serivisi itanoze, ndetse bagasaba ko basubizwa amwe mu mafaranga bishyuye kuko batanyuzwe n’uburyo bakiriwe, mu gihe hoteli na yo yavugaga ko hari amafaranga abo bakiliya bagiye batishyuye.

Ibyo narabibonye nibuka ko mu minsi ishize nashatse kugira icyo nandika nsa n’ugira inama nyir’iyi hoteli, ariko nibutse inkuru y’i Muhanga y’umugabo wavuze ko yagiriye inama umukire bikamuviramo gukubitwa no kuvunwa ukuboko, byatumye nanjye mbigendamo gake, mpitamo kuruma gihwa ngo ntaba ‘nyamwanga kumva’.

Icyo nashakaga kubwira nyiri Hoteli rero, Dr. Marara Christian, wambutse impugu akarenga impinga, akava aho asanzwe atuye mu Bufaransa, akajya gushora imari ku butaka bwe bw’ivuko, akubaka Hoteli nk’iriya yari yarabaye urukererezabagenzi bitewe n’uburyo yubatse bwihariye, ibyatumye benshi batangira kunyoterwa no kuyisura ngo bifotoreze ku mitako myiza n’ibindi birimbishije iyi Château.

Chateau le Marara yubatse i Karongi hafi y'Ikiyaga cya Kivu

Iyo mba Marara wujuje Hotel i Karongi

Naribajije nti ko mbona benshi banenga, ubundi iyo aza kuba ari njye nyir’iriya hoteli nari gukora ibitandukanye? Narebye ibivugwa, nkora ubushakashatsi, ndangije nganira n’abahanga mu by’ubukererarugendo no kwakira abantu, buri wese yagaragazaga icyo yari gukora iyo aba ari we waguye mu kibazo nk’icyo Hotel Château le Marara yisanzemo.

Njye buriya rero iyo mba Marara, nkabona maze kuzuza igikorwa remezo nka kiriya, nkabona n’uko abantu bacyakiriye, uburyo bakishimiye ndetse bagitezeho byinshi, icya mbere nari gukora, ni ugushyira abantu nyabo mu myanya ikwiye.

Si ukuvuga ko ibyo bitakozwe, ariko ukurikije ibirego bashinjwe n’abari batashye bwa bukwe bwagarutsweho, birashoboka ko hari ahari hagikenewe gukozwa umwotso, abakozi bakibuka ko “Umukiliya ari umwami”, ndetse ko umushyitsi akurisha imbuto, ndetse na rya hame ryazanywe n’abahanga ngo “Umukiliya buri gihe aba ari mu kuri (Customer is always right)”.

Iyo mba Marara rero, ikintu cy’ingenzi nari kwitaho nkimara kubona Hoteli yuzuye, sinari kwita ngo yubatse i Karongi ni mu ntara, cyangwa ngo uko byamera kose nta we uzabitindaho, ahubwo nari gushaka abakozi babizobereyemo, abeza mu beza, nkemera ngahendwa ariko nkamenya ko umukiliya uzahakandagiza ikirenge atazifuza gutaha.

Si ayanjye gusa kuko n’umuhanga mu bijyanye n’ubukerarugendo no kwakira abantu, akaba n’umuyobozi wa Kaminuza y’Ubukerarugendo, Ikoranabuhanga n’Ubukungu (UTB), Ntahemuka John, yabwiye IGIHE ko icy’ingenzi iyi hoteli yari kwitaho, ari uguha akazi abakozi babifitiye ubumenyi n’uburambe.

Yagize ati “Mbere ya byose ubundi tutaragera ku munsi nyirizina wo kwakira abantu, hoteli igihe yafunguye igomba kwitegura ikaba ifite abakozi bize, mbere b’abanyamwuga, babihuguriwe, babyigiye, bafite ubumenyi n’ubunararibonye, kuko ahanini usanga kwica serivisi biterwa no kutameya.”

Abaherutse kuyikoreramo ibirori banenze serivisi bahaherewe

Iyo mba Marara wakiriye ibirori by’aba-stars

Iyo mba Marara nkamenya noneho ko hoteli yanjye izakira ubukwe nka buriya bwa bwa Hajj Shadadi Musemakweri na Uwera Bonnette, ndetse nkamenya ko buzitabirwa n’ibyamamare n’abavuga rikumvwa ku mbuga nkoranyambaga barenga 40, nari gutera ibuye rimwe rikica inyoni ebyiri.

Bivuze ko nari kumvikana na bo ibiciro, nashakaga nkabaha igabanyirizwa [nk’uko bivugwa ko n’ubundi ari ko byagenze], nkagenda mbongereraho utu-bonuses, n’iyo inyungu mu mafaranga itari kuba ihambaye, ariko nkavuga nti ‘aba nibavugira rimwe hoteli yanjye, nshobora kubona ayikubye inshuro nyinshi ayo nari kubaca’.

Iyo mba Marara nkabona ko ibyo birori bidasanzwe, ndetse birenze ibisanzwe hoteli ishobora kuba yajyaga yakira, nari gushyiraho imikorere yihariye idasanzwe ku bw’ibyo. Harimo ko nari no gukodesha ‘company’ yindi izobereye kwakira ibirori binini, nkayaka abeza mu bo ifite, ibyo byari kugabanya kwitotomba kw’abatashye ubukwe, ahubwo babona n’ibitagenze neza, bakavuga ko ari rwangendanyi nta wabigizemo uruhare, byari gutuma ibibazo bitarenga igikari.

Buriya rero iyo mba Marara, hejuru yo gukora ibyo byose navuze haruguru, nashoboraga nanjye kurira Rutemikirere nkaza gukurikirana mpibereye, ahantu ngiye gukorera amafaranga arenga miliyoni 40 Frw mu minsi itarenze itatu. Nubwo hari kuba hari abantu nyabo mu myanya ikwiye, kuhaboneka kwanjye byari kuba akarusho, ndetse bikereka abakiliya ko bahawe agaciro bagombwa, dore ko “kwirinda biruta kwivuza”.

Ntahemuka yavuze ko bamaze kumenya ko bazakira abantu hari iby’ingenzi byagombaga kwitabwaho.

Ati “Tugaruke ku munsi nyirizina bamaze kumenya ko bazakira abantu, bagombaga kureba umubare w’abantu bazakira urangana ute, ibikoresho bafite bigomba kubikwamo ibyo kurya, cyane ko bariya bantu bagombaga kuhafungurira no kunywa, birangana iki? Ariko noneho abakozi bafite, ese baba bafite ubumenyi?”

Yavuze ko bagombaga guhera ku bakora mu gikoni, bakareba ko ibiri kuri Menu bemereye abo bashyitsi, niba bafite abakozi babifitiye ubushobozi bijyanye n’ubumenyi bizatuma babasha gutegura amafunguro uko byavuganyweho. Ikindi yavuze ko n’abatanga serivisi na bo bakwiye kuba bari babifitiye ubumenyi n’uburambe buhagije, kugira ngo hatagira ikosa ribaho.

Ntahemuka yavuze ko no mu gihe Hoteli yari kubona ko idafite abakozi bahagije, hari uburyo yari gukoresha abanyabiraka babifitiye ubumenyi n’ubushobozi, bakaza kuyifasha kwakira ibyo birori.

Iyo mba Marara rero nari kwita ku isura y’ibikorwa byanjye kuruta inyungu y’ako kanya, kuko burya gutangira biragora, kubaka bisaba kwigomwa.

Ubwiza bwayo ntibukemangwa, ariko serivisi zaho zanenzwe na benshi

Iyo mba Marara, nari kubikemura mu maguru mashya

Iyo mba Marara, cyangwa mu buyobozi bwa Hoteli Château le Marara, nari gufatirana bikiri hafi, bariya bakiliya bacyerekana ikibazo, ngahita mbiseguraho, nkabaguyaguya ubundi ngashaka igisubizo cyakemura ibibazo bagaragaje bikiri mu maguru mashya.

Nari kugerageza nubwo byari kunsaba ikiguzi kirenze icyo nari nateganyije, ariko nkabakira bakava aho banyuzwe, kandi babonye ko nta ko tutagize ngo banogerwe na serivisi zacu. Icyo gihe iyo nca bugufi, nizera ko n’iyo umukiliya yaba ari nta munoza, ak’ubumuntu kamwanga mu nda akemera.

Ntahemuka John, we avuga ko iyo umukiliya atishimiye serivisi ahawe, wowe ukaba uri nyiri hoteli cyangwa ukaba uri umuyobozi wayo, ukagira amahirwe akakubwira ibyo atishimiye, icyo gihe utabifita nk’aho wa mukiliya ari kuburana ibyo atemerewe, ahubwo ubifata nk’amahirwe kuri wowe kugira ngo umenye aho ugomba guhindura ku bijyanye na serivisi utanga.

Ati “Hoteli rero icyo yagombaga gukora, cyangwa abashinzwe ibikorwa byayo icyo bagombaga gukora, bagombaga kwandikira abakiliya babasaba imbabazi ku makosa yose yari yabaye. Niba baragize amahirwe yo kubibwirwa abakiliya bagihari, imbabazi bagombaga kuzibasabira aho ngaho, ariko noneho hakabaho n’impinduka ku zindi serivisi baba barabahaye nyuma y’icyo gihe.”

“Ubundi kirazira kikaziririzwa ko hoteli cyangwa ubuyobozi bwayo cyangwa abakozi, ko bahangana n’umukiliya, uramwumva, ikibazo yagize ukagisuzuma, na mbere y’uko ugisuzuma ubundi uba wasabye imbabazi, usaba imbabazi hakiri kare, ukabwira umukiliya ko ugiye kubikurikirana hanyuma ukaza no kugaruka kumubwira uko byagenze.”

Ibyo ni byo abahanga mu byo kwakira abantu bita kwirinda kwitana ba mwana n’abakiliya, cyangwa guhakana, ahubwo ko ukwiye kwemera amakosa, bikaguha isomo ry’ubutaha.

Imbere muri Chateau le Marara

Iyo mba Marara nyuma yuko ibintu birenze igaruriro

Mu bihe bitandukanye Perezida Kagame yagiye anenga abantu batanga serivisi mbi, ariko anasaba abahabwa serivisi kutemera guhabwa serivisi mbi ngo baceceke.

Nko mu nama ya 14 y’Umushyikirano yabaye mu Ukuboza 2016, Umukuru w’igihugu yavuze ko imitangire ya serivisi ari ikintu cy’ingenzi Abanyarwanda bakwiye gukangukira, bakagira n’ubutwari bwo kujya banenga aho badahawe serivisi nziza.

Ati “Ndavuga ku batanga serivisi n’abazihabwa, iyo ukorerwa ikintu akenshi uba uri bunishyure umuntu akakiguha uko ashatse kose, uko giteye uko ariko kose ukakira ukishyura ukagenda uba ufite ikibazo nawe.”

Ibyo ubanza ari byo byatumye, bamwe mu bari bitabiriye bwa bukwe bwarikoroje bahaguruka, bakajya ku mbuga nkoranyambaga, bakerekana amafoto ari na ko batanga ubuhamya bw’ibyababayeho, bavuga ko bahawe serivisi mbi birenze urugero. Ibyo byatumye hoteli ihinduka igitaramo ku mbuga nkoranyambaga, benshi bayivumira ku gahera, ndetse inzego zimwe zitangira iperereza kuri icyo kibazo.

Muri ibyo byose byavuzwe, iyo Hoteli ntiyigize iza ku karubanda ngo igire icyo ibivugaho, inyomoze cyangwa isabe imbabazi, ahubwo yajyanye ikirego mu bugenzacyaha, isaba abo bakiliya kwishyura arenga miliyoni 5 Frw batari bishyuye, ndetse itangazamakuru ryegeraga ubuyobozi bwayo, bwavugaga ko abo bakiliya “babeshya, ari amaco yo gushaka kutishyura.”

Uwo muvuno bisa n’aho utakoze, ndetse si na byo bitangwamo inama n’abahanga mu byo kwakira abantu by’umwuga. Njye buriya rero iyo mba bo, nari gukurikiza inama zo kwivana mu kibazo nk’izo zitangwa n’abahanga.

Iyo mba Marara mbonye ibintu byarenze igaruriro, abantu hafi ya bose bari kuvuga ngo “Nabambwe, nabambwe!” nari kujya ahabona ngasaba imbabazi, ndetse nkerekana ibigiye gukorwa cyangwa ibyakozwe mu gukosra ibyagaragajwe.

Nari kugira ubutwari nk’ubwa Geraldine Mukeshimana wari Minisitiri w’Ubuhinzi n’Ubworozi mu 2016, ubwo u Rwanda rwakiraga inama nyafurika ku bushakashatsi mu buhinzi, ikagaragaramo amakosa ajyanye n’imitangire ya serivisi. Icyo gihe yasabye imbabazi mu ruhame, ababwira ko atari wo muco w’u Rwanda.

Ikibazo cyagaragaye muri iyi nama ni aho hari abantu bamwe babuze amafunguro.

Yabwiye abitabiriye ati “Ndakeka mwaguwe neza i Kigali kandi ndashaka gusaba imbabazi ku kintu icyari cyo cyose cyaba cyarabaye. Niba hari ikintu cyabaye aho mwari muri mu mudoka muri kujya hanze cyangwa ikindi; ntabwo ariko u Rwanda ruteye. Twita ku bashyitsi. Niba hari uwagiye hanze yagaruka ntabashe kubona ifunguro cyangwa icyayi, ibyo ntabwo ariko u Rwanda rumeze. U Rwanda ni igihugu gikunda abantu, cyita ku bantu.”

Iyo mba Marara rero nari kugira ubwo butwari ngasaba imbabazi mu ruhame, nkerekana ko atari ko bisanzwe, ndetse ibyagaragajwe bigiye gukosoka.

Ntahemuka na we yagargaje ko uko amazi yari kurenga inkombe kose, byashobokaga ko Hoteli yari gusaba imbabazi ati “Nta gihe ntarengwa gihari cyo gusaba imbabazi, buriya n’iyo byaba byagaragaye ko uri mu cyaha, ariko uba ugomba kwicuza, ubundi gusaba imbabazi ni ukwicuza, n’uyu munsi rero njyewe ndi ubuyobozi bwayo, n’uyu munsi nakwandika urwandiko nashyira ku karubanda, nkamenyesha abantu yuko Hoteli yanjye yakoze amakosa, nkagaragaza ibyo yakozemo amakosa, nkanabisabira imbabazi.

Abahanga bavuga ko mu gihe habayeho kutanyurwa kw’abakiliya mu buryo bukomeye, bikagera aho byangiza isura y’ikigo bikomeye, nko kuri uru rugero rwa Château le Marara, icya mbere ni ukwegeranya ibimenyetso ndetse hagateganywa umuvugizi, hanyuma hakarebwa ingaruka byagize, icya kabiri ni ugutangaza amakuru aciye mu mucyo kandi y’ukuri, ikindi ni ugusubiza ku byatangajwe bigakorwa mu buryo bwihuse kandi bwitondewe.

Ikindi kiba gikwiye gukorwa ni ukwizeza uburyo bwo gukemura ibyo bibazo kandi bigakorwa mu buryo bwiza, hari kandi kumenyekanisha aho gukemura ibibazo bigeze bishyirwa mu bikorwa, gutangaza amakuru y’ibyiza biri gukorwa, gutangaza ibyagezweho nyuma yo kwakira ibibazo no kubikemura, ndetse no gukomeza guhugura abakozi.

Abahanga mu by’itumanaho bo bagaragaza ko hakwiye no kubaho uburyo bwo gukemura ikibazo nk’icyo mu gihe cyaba kibaye, hakaba harateguwe mbere uko bizakorwa, buri wese inshingano afite, ndetse hakaba hari n’itsinda rishinzwe nk’ibyakwitwa kuzimya umuriro, ariko muri byose, igihurizwaho ni ukutajya ku ruhande rwo kwihagararaho, ahubwo ukemera amakosa aho ari, ukerekana uko bishakirwa igisubizo.

Iyi Hoteli yafunzwe by'agateganyo na RDB kuko yakoraga idafite ibyangombwa

Benshi bari bamaze kuyiyoboka kubera uko yubatse mu buryo butamenyerewe mu Rwanda