Working in the post conflict context

SS: Let’s talk about what it’s like to work in a post conflict region.

PM: I have worked for 12 years in Uganda and 10 in Rwanda. Both have re-emerged from conflict – Uganda, 25 years ago and Rwanda about 15 years ago. There are many shining success stories of reconciliation, regeneration and hope in these countries. In Rwanda the journey started more recently so more work needs to be done.

SS: Do you have staff who have been on both sides of a conflict? How do you manage that? It seems like a huge challenge…

PM: Yes – it is a challenge – especially in Rwanda where the memories of genocide can be stronger and staff can have fears about working with people from different groups. We try and work in a way that is ethnic and gender neutral and work to build bridges between human beings of all backgrounds. I am happy to say that this approach helps build confidence and harmony that not only builds teamwork between staff but is also a positive model for the community.

The balance of luxury and responsibility

SS: I’m sure you ask yourself questions along these lines: What is the model for tourism in such countries? Is it ethical to launch luxury safari tourism here? How much luxury should the western traveler be provided when refugees are returning home after conflict and don’t have homes, bread and water, let alone schools for their children? How have you handled this? Do you have guiding principles or is it more of a managing by gut feel? Because I imagine this shifts as time goes on…

PM: We have had to evolve our approach. In an opening destination clients accepted the circumstances and whatever services we provided ten years ago. Now that we are connected to the global economy we have had to be more sensitive to the needs of our clients. As the region has settled, as the reputation of Volcanoes Safaris has grown, as interest in gorillas grows, we have noticed that our travelers are more discerning and more up-market. As a company with a strong customer focus we have embraced the need to change to meet their requirements. In doing so however, we start with our basic eco-principles and see how to adapt them in a practical way. Now at Volcanoes Virunga Lodge in Rwanda, it’s the first of our safari lodges where we have moved away from bush showers and dry toilets and introduced flush toilets but they are low flush, we collect our own rainwater and we recycle the grey water. We continue to use solar power for all our power needs although with the increased use of hot water we may have to have a standby generator for heating water on very cloudy days.

Read the full article on Adventure Travel Trade Association (ATTA) news.