Speaker: Dr. Ruth Kimaiga, Head of Planning and Corporate Strategy, Tourism Regulatory Authority
Dr. Ruth Kimaiga’s presentation centered on the Tourism Regulatory Authority’s (TRA) role in accelerating sustainable tourism through the use of innovative and structured public policy. She began by grounding her remarks in the legal and institutional framework under which the TRA operates. Established under the Tourism Act of 2011 and operating as a fully independent authority since September 2016, the TRA is mandated to regulate Kenya’s tourism sector, develop standards for tourism and hospitality services, and ensure compliance and quality across the industry.
Dr. Kimaiga highlighted the TRA’s multi-faceted regulatory approach, which is rooted in setting comprehensive standards that cover safety, security, hygiene, minimum operational requirements, accreditation, and sustainability. These standards are guided by a five-level pyramid structure that progresses from basic safety and hygiene to advanced sustainability measures. This layered model provides the industry with a clear and structured quality assurance framework that aligns with both national and international expectations.
She drew attention to the National Tourism Excellence Award Scheme, which is designed to promote a culture of quality and excellence within the sector. According to Dr. Kimaiga, the award scheme recognizes tourism facilities that not only demonstrate high-quality service delivery but also integrate sustainability principles, embrace technological innovation, and maintain strong internal monitoring systems. It serves as both a motivational and evaluative tool to raise the bar for service standards across the country.
More critically, she elaborated on the TRA’s sustainability standards, which are geared towards promoting sustainability in the industry. Dr. Kimaiga emphasized that standardization plays a pivotal role in enhancing global competitiveness. By aligning with international norms, she added, Kenya’s tourism industry is better positioned to bid for global events and projects, and the existence of a standardized framework provides a common language and reference point for tourism infrastructure development.
In terms of implementation, she pointed out that this process goes beyond policy formulation. It involves developing robust measurement and reporting frameworks, training auditors to monitor compliance effectively, and adopting Environmental, Social, and Governance (ESG) reporting practices to embed sustainability in business operations.
Dr. Kimaiga stressed that tourism businesses must move beyond rhetoric and demonstrate concrete adherence to established procedures, covering everything from customer service and safety to hygiene and quality control.
Concluding her presentation, Dr. Kimaiga urged all stakeholders to fully embrace standardization as a tool for transformation. She emphasized is an ongoing process that demands continuous improvement, collaboration, and active participation in the regulatory ecosystem.