HospitalityGuide
Volume 6/2011
Volume 9/2013
YOUR GUIDE TO RUNNING A SUCCESSFUL ESTA B LIS H MENT
Local tourism a fast growing market
Honour your star grading walking on the
wild side PLUS: value for money catering ideas
contents 10 COASTAL CHARM
14 4
Holidays with a difference!
38 Stylish and budget friendly
10 Coastal charm
40 One pan egg dish
14 Local is lekker
42 Ice cream with peanut butter and chocolate sauce
17 Business tourism fills a seasonal slump 18 Eastern cape gateway
44 Golden tart 46 Fresh tomato soup with basil
20 Tricky situations 22 Star rating 24 When the lights go out! 26 Smart ideas 30 Talking chinaware 32 Quality coffee makes the difference 34 Flower power Compiled by:
marketing
3ST8YLI
SH AND BUDGET FRIENDLY
Tel: 011 646 8767 email: hospitalityguide@mpmarketing.co.za
Huletts sugar sachets and equisweet sweetener sachets are available at all major wholesalers and catering wholesalers country wide in the following formats: Sugar
Sweetener: Equisweet
• 6g white sugar sachets: 2000 servings per 12kg carton • 6g brown sugar sachets: 2000 servings per 12kg carton • 5g white tube sugar sachets: 1000 servings per 5g carton • 5g brown tube sugar sachets: 1000 servings per 5g carton
• 1g Equisweet classic tube sachets: 1000 servings per 1kg carton • 1g Equisweet with sucralose (Aspartame Free): 1000 servings per 1kg carton
Head Office – Marketing Sales and Distribution: 444 South Coast Road, Rossburgh, 4094, KwaZulu-Natal, South Africa. P.O. Box 1501, Durban, 4000. Tel (031) 460 0111 Fax (031) 460 0366; Gauteng: Tel (011) 873 6238/6260; Western Cape: Tel (021) 551 7866; Customer Care Line: 0860 784 277; www.hulettssugar.co.za
SLACKPACKING adventure
Holidays with
a difference!
The domestic tourist market is one of our major growth areas and offers many exciting opportunities in different sectors. Did you know that in 2011, research conducted by South Africa Tourism showed that 8.2 million adult South Africans can financially afford to travel? It has also been established that tourism supports one in every 12 jobs in South Africa. These two facts illustrate how much potential there is for development in the hospitality industry. International tourism continues to grow and visitors from the rest of Africa are also an important sector, but understanding the local market can offer great opportunities for guesthouses. Domestic tourism contributed 52 per cent of total tourism consumption in 2011. Rural tourism, together with cruise travel, were noted as growth areas. Holidays are something everyone looks forward to and in today’s busy world, bespoke getaways catering for their particular interests are increasingly popular. Some want a break offering nonstop entertainment while others just need to get away from it all. (See our summary of tourist segmentation on page 14). In South Africa we are lucky enough to able to cater for every possible taste, whether visiting the Berg, enjoying our magnificent game parks, party-
ing the weekend away in a big city or discovering the beauty of our coastline. If your area has opportunities for speciality holidays make sure you are making the most of this fast-growing market. Hiking trails are an increasingly popular niche and our recent experience of the breathtaking Wild Coast Meander highlighted the great opportunities this type of holiday offers the hospitality industry. We booked through a very professional agent, who knew the area well and was able to give us good, first-hand advice. Wild Coast Meander hiking trails are typically between 55 and 100 kilometres long. Depending on personal choice, degree of fitness and experience hikers can choose to sleep overnight in rustic huts or the more comfortable hotels and guesthouses dotted conveniently along this beautiful and unspoilt coast. We opted to do it the “slackpacking� way. Each night was spent at a charming family-run establishment while guides and rucksack porters from the local Xhosa communities accompanied us on our trek each day.
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5
SLACKPACKING adventure
All the guides had an obvious pride in what they were doing and were knowledgeable and passionate about the area. No wonder! It is remarkable that such a pristine and spotless stretch of coast still exists. Each team covers 6 -7 kilometre stretches before handing over to a fresh team ensuring none venture too far from their home base. Kob Inn, the “hotel on the rocks” is a popular starting point and a road transfer from East London ferried us there. The seafood buffet on our first evening set a high standard which was maintained by all the establishments we overnighted at. The range of wines they offered was limited, but the quality better than expected, given the remoteness of the area. At 8am next morning, after a wholesome break-
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fast, we set off on our hike. Instead of starting with a more comfortable 7 kilometres walk to Mazeppa Bay we opted to press on to Cebe which is 22 kilometres away. The coastline remains unspoilt although there are numerous shipwrecks. One was a private yacht that had run ashore days before our walk. We didn’t regret our decision to sleep over at Cebe. Though no more than a short row of mostly unoccupied holiday pads, it is a delightful spot and the guesthouse we stayed at, whose female owner is the only permanent resident, was charming. Day two was a relatively short walk to the splendidly situated Wavecrest. Stretching our legs and nursing our sore feet, we enjoyed ice cold beers and the magnificent view from the hotel deck, before catching a nap to build-up energy for the evening meal! Wavecrest reminded us why the area is called
the Wild Coast. Six fishermen who were fellow guests told us they had been hotel bound for days because the sea was just too rough to allow for fishing. One of the highlights of day three was opening our lunchpacks alongside the rust-encrusted 1971 Jacaranda shipwreck, having had to be ferried across the Qobonqaba River mouth by canoe to get there. This was one of only three rivers which we were not able to walk cross in the course of our 85 kilometres hike. And so the days rolled blissfully by. As an alternative to the unfolding magnificence of the seascapes you could focus on the fascinating rock formations, collecting shells, exploring the beautiful indigenous forests that abut the sand dunes or taking trips up the river at some of the hotels, such
as Trennery's, where we spent our third night. On day four we bade farewell to the Transkei, crossing the Kei River at Kei River Mouth on a pontoon. For two rand per trip per person this was an absolute bargain! Morgan Bay, Haga Haga and Cintsa where we spent our last three nights are all special places well worth visiting. This part of the coast is a bit more developed than the Wild Coast proper but just as beautiful. What stood out everywhere was the genuine hospitality and awareness of the value of tourism, all our service providers projected. This was evident from the self-employed taxi driver, who ferried us to and from the airport, to the owner of the Haga Haga hotel who was our tour guide on the final stretch to lovely Cintsa.
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SLACKPACKING adventure
TIPS
IF YOU WANT TO CATER FOR HIKING TRIPS Hikers, although they may look somewhat dishevelled on arrival, seek the same comforts as any other guest! Here are some hiker-friendly experiences we appreciated at the establishments where we stayed: • Warm water for showering at all times. A cold or lukewarm shower after a long hike is particularly unpleasant. • If the power supply in your area is unreliable make sure that you have enough alternate power sources for lighting and heating. Warn your guests of possible outages when they arrive rather than having to explain when a power failure occurs. • Extra blankets should be available in the bedroom cupboards. Wash these frequently and hang in the sun to dry. • A hot water bottle on offer at bedtime is a special treat. • Your guests will remember you with gratitude and fondness if you offer them tea or coffee and a sweet treat on arrival. Freshly baked banana bread or warm crumpets with jam and cream will always go down well!
make sure that they are fresh. Avoid packets of crisps because they can get squashed in backpacks. A sweet treat that does not melt is yummy. While energy bars are a popular choice, they are loaded with kilojoules and not all hikers appreciate this. You could offer homemade crunchies as a good alternative. Obviously breakfasts are of great importance and we were delighted that all our establishments provided excellent breakfasts. Dinners are normally included in the packages because there aren’t other eateries in remote areas. What stood out were the well-prepared, freshly cooked meals, rather than the quick, defrosted prepared “specials”. Treat your guests with the best your area has to offer, whether it is fresh fish (if you are on the coast) a good chicken or lamb pie, a tasty lamb curry or bobotie, freshly cooked vegetables and salad. On the whole, hikers prefer a well-cooked homely meal rather than an elaborate dinner which may be too rich. Hearty desserts like bread and butter pudding or malva pudding go down well in winter. A choice of fresh, seasonal fruit is always popular and should be an alternative option. Service in a unobtrusive and honest manner, in all areas, will stand out and be remembered. Positive word-of-mouth recollections from your guests will always be the best marketing for your establishment. i
Lunch Packs
After walking for a while hikers can’t wait to find a comfortable place to take a break and open their lunch packs.
(On a long hiking trip they even start giving scores for lunch packs!) This will probably be their last memory of your establishment so make sure it’s a good one.
Practical tips
Sandwiches can go soggy in clingfilm so foil is a better option. Sandwiches tend to dry out after a few hours in a backpack so it’s a good idea to include a sachet of mustard or mayonnaise. A hard boiled egg or two is a great idea. Don’t forget to include a sachet of salt. Eggs are inexpensive and easy to prepare and very nourishing. Include a good quality juice and a fresh fruit. Nuts and raisins in packets are welcome, but
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A hospitality establishment should offer a place to rest, good quality service and the occasional unexpected treat
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INSPIRATIONAL places
Coastal charm
South Africa is blessed with many areas of stunning beauty. We discovered this charming guesthouse on the Wild Coast which makes the most of its perfect coastal setting.
A spectacular view from the look-out. Situated between Mazeppa Bay and Wavecrest, the house is only about 50 meters from the beach and has been built to make the most of the magnificent ocean views. It blends in sea mlessly with nature, creating a mood of peace and serenity.
You too can use the unique attractions of your area, whether it is the solitude of the Karoo, the breathtaking vistas of Meiringspoort or Baviaanskloof. 10
Throughout the house, the owner, Jean, has used
elements from the outdoors to create a warm and inviting atmosphere. There are posies of wild flowers
For guests who want to relax with a good book, Jean has a
everywhere, while herbs and flowers from the garden are mixed together in natural
wonderful library.
arrangements.
An extensive collection of games will keep all ages happy, no matter what the weather. 11
INSPIRATIONAL places
Guests can express their artistic sides or simply relax in the comfortable surroundings.
Homemade rusks and biscuits are welcome teatime treats. Vegetables and salads are
usually picked fresh from the garden, and after the day’s walk to get there, hungry guests can’t wait to enjoy the delicious meals.
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An extensive
collection of games will keep all ages happy, no matter what the weather.
CLOCKWISE FROM TOP LEFT:
The house rules are displayed in a
driftwood frame, in keeping with the nature theme. The first item on the list warns guests about frequent power outages.
Interesting corners are created with simple flower arrangements and collectibles like these coloured bottles. The day’s menu, written up on a large
blackboard, has guests eagerly looking forward to the evening meal. An honesty bar stocks good quality wines and spirits at very affordable prices. i 13
FROM THE Tourism Board
Local is Lekker
South African Tourism has identified five segments where visitors have similar travel behaviour and preferences.
SEGMENT ONE
Spontaneous Budget Explorers: Aged 18-24, all races. Have about R5,000 disposable income a month Travel is a way to discover new people, places and adventures. Consumers in this segment travel to get away from the monotony of daily life; to add to their life experiences and fond memories 79 % of Spontaneous Budget Explorers prefer a weekend holiday filled with activities compared to a quiet weekend getaway Message: Have fun in new/different surroundings, whether with existing friends or meeting new friends
SEGMENT TWO New Horizon Families: Aged 35 and older, black, coloured and Indian. Have R5,000 to R10,000 disposable income a month
Travel is a way to educate their children, and to provide them with the opportunity to broaden their perspectives. It is also seen as quality time for the family to spend together, and a reward for hard work 46% of New Horizon Families say that special offers on flights would make them travel more, while 45% felt that special offers on hotels would encourage them to travel Message: Spend quality family time and broaden the family’s horizons, while being rewarded for hard work 14
Huletts Sugar has a range to meet all your sweetening solutions
FROM THE Tourism Board
SEGMENT THREE High-Life Enthusiasts: Aged 25-45, black, coloured and Indian. Have R10,000 or more disposable income a month
Travel is a way to boost one’s social status, and to experience the finer things in life in new and different settings 78% of High-Life Enthusiasts prefer a weekend holiday filled with activities compared to a quiet weekend getaway Message: Domestic travel is the quickest and easiest way to enjoy invaluable and enviable world-class experiences
SEGMENT FOUR Seasoned Leisure Seekers: Aged 25-45, white. Have R5,000 or more disposable income a month
Travel is a way of life and something of a necessity. Having grown up going on regular holidays, this group of consumers understands the value of travel experiences and memories over commodities Travel to escape, relax and spend quality time with loved-ones Message: South Africa has so many different places and ways to escape, relax and spend quality
SEGMENT FIVE Well-to-Do Mzanzi Families: 25-45, black. Have R10,000 or more disposable income a month
Travel is all about escaping the city, and being able to spend time with friends and family in new and different locations. To a certain extent, travel is also about exposing the children to alternative ways of life and activities 53% of Well-to-Do Mzanzi Families said that special offers on flights as well as special offers on hotels would encourage them to travel within South Africa Message: Break away from daily pressures, whether relaxing with family or having good times with Use these segments to identify possible markets for your establishment. If you are close to good facilities for children catering for families will be a good idea. If your are close to an area with a pulsating night life think about targeting singles and young couples. Whatever your target market remember these “rules”: • Never take the basics for granted. Clean rooms, friendly staff and attention to detail are always important • Do not make promises, make guarantees. If your guests can depend on what give them they will return again and again. • Constantly reassess your business and ask “can I/ we do it better?”
• Training for your staff is all important. Rehearse roles and situations so they know what to expect in actual circumstances. • Listen to both your guests and your staff. This way you can gain valuable insights which can help grow and improve your business. i 16
Business tourism fills a seasonal slump Rapport’s Antoinette Slabber talks to Marthinus van Schalkwyk about a growing market. With government funds and direction from the private sector, the National Convention Bureau was recently established. It’s purpose is to stimulate business tourism in South Africa when tourism spend is limited. Initially, marketing will be focussed on Europe as the source market. This will prove easier thanks to historical ties and the two regions falling in the same time zone. Should you board a plane tonight, the conference can kick off at noon in South-Africa,” says Van Schalkwyk. "As soon as you start moving from east to west (as in the case with Chinese tourists), it gets more difficult as the conference becomes two days longer due to the different time zones. This is of course cumbersome, but not impossible." Business tourism is the ideal counterweight for the seasonal nature of leisure tourism and the concentration of tourism in certain locations, according to Van Schalkwyk. From May to September, tourist spend in the leisure industry is in a deep slump. Conferences can however still be held during the quiet months utilising the facilities. The geographical distribution has also improved. Initially there were only the large convention centres in Sandton, Cape Town and Durban. East London and Port Elizabeth now also have one. There are also centres like Sun City in Northwest, Birchwood on the East Rand and the Council for Scientific and Industrial Research in Pretoria. Many game farms and guest houses all over the country offer conferences for smaller groups (between 10 and 30 people) in
the higher income bracket. According to Van Schalkwyk many international conferences on the various continents take place on a rotational basis, but in the past Africa was often overlooked. “The time has arrived for us to take our rightful place." Economies in Africa are also growing exponentially. Organisations are aware of this and want to share in this growth. Besides facilities, trade associations get the opportunity to expand their membership in the region. Van Schalkwyk says the cooperation between SA Tourism and South African Airways (SAA) has improved a lot, and their marketing actions are more aligned with the SAA route planning. The good news South African Conference Industry: • The country held the conferences of 106 trade associations in 2012. They were attended by 52 587 professionals with an economic impact of R662,6 million. Bookings have been confirmed for 88 conventions to the value of R2,6 billion from 2013 to 2017. • Altogether 38 conventions with 57 150 delegates have been confirmed for this year, which will generate an income estimated at R680 million. • In total 21 conventions have been confirmed for 2014, with 46 000 delegates and a potential income of R588 million.
1 (Rapport, 4 August 2013)
Three tips from Marthinus van Schalkwyk: Ensure that the National Convention Bureau is aware of what your tourism enterprise offers and that they can get hold of you. The Bureau often receives enquiries with regard to small conferences, and they can only refer potential clients to you if they know about you.
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Make sure the same information is available at umbrella organisations like the AHI and Business Unity South Africa (BUSA).
3
There are a few important marketing platforms, like Meetings Africa, that take place early every year in Sandton and in London, Germany and now also China. SA Tourism has special programmes to assist emerging enterprises to attend these occasions. i
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SPOT light
EASTERN CAPE
gateway
Nelson Mandela Bay, which is made up of Port Elizabeth, Uitenhage, Despatch and Colchester, is regarded as the ideal starting point to the scenic Eastern Cape Province and the world-renowned Garden Route. A new conference facility was opened in Port Elizabeth recently. The aim of it is to enhance business tourism in this area.
Nama-Karoo, Fynbos and Forest Biomes. Many travellers fly in to Port Elizabeth and then journey on to the beautiful Wild Coast or inland to discover the charms of the Karoo.
Port Elizabeth has long been known as the friendly city which makes it an ideal holiday and business conferencing centre. The relaxed atmosphere and the hospitality of the people make Mandela Bay a great destination for both local and international visitors. At the centre of the Eastern Cape coastline which stretches from Knysna to Port St Johns, the area has a rich cultural and natural history.
Adventure Sports With stretches of beautiful golden beaches, Nelson Mandela Bay has been dubbed the Water Sports Capital of South Africa and is the ideal spot for adrenaline sports junkies. Sailing, fishing, diving, surfing and windsurfing enthusiasts can enjoy their favourite sport all year-round. Sandboarding fans can experience the thrill of the spectacular sand dunes.
The 5-Biome City Nelson Mandela Bay represents a large percentage of South Africa's biological diversity; it is a meeting point for five of the seven South African Biomes, namely the Thicket, Grassland, 18
Reserve. The Donkin Heritage Trail in the city follows in the footsteps of the 1820 settlers. Even for those not greatly interested in the history of these settlers the walk offers many interesting facts about the area. For keen bird watchers, The Cape Recife Nature Reserve is home to terns and the African penguin.
Township Vibes Visitors can discover the warmth of Xhosa hospitality with a tour of one of the Nelson Mandela Bay townships. The tastes, smells and interactions in one of will leave visitors wanting to return to the taverns, the tshisa njama (braaied meat) spots and markets with local craft and foods. A visit to the Red Location Apartheid Museum is also a fascinating experience.
Wildlife
NMB continues to successfully host Africa’s only Ironman Triathlon. Every year thousands of visitors, both national and international, descend on the Bay’s beachfront to be part of this exhilarating and spectacular event.
Chill Out Blue Flag Beaches and hours of sunshine make Nelson Mandela Bay a premier family holiday destination. There are also a number of scenic walks and areas of interest for those looking for relaxing rather than sporting activities. Take a leisurely stroll along the Humpback Dolphin Trail which is along the Port Elizabeth beachfront. Van Staden’s Wild Flower Reserve, 35 kilometres west of the city, is home to a vast collection of fynbos and succulents. You can also enjoy a spectacular view of Van Staden’s Gorge while walking in the 19
Nelson Mandela Bay is Home to the Big 7, being the lion, leopard, Cape buffalo, elephant, rhinoceros, Southern Right Whale and the Great White Shark. Only 72 kilometres from Port Elizabeth is the Addo Elephant National Park, the only park in the world to be home to the Big 7. Nelson Mandela Bay is also close to many internationally acclaimed private game reserves. The “gentle giants of the ocean”, whales, are a familiar sight in Algoa Bay. Pods of dolphins and whales can be seen making their way along the coast all year round. The Southern Right Whale is a spectacular sight to see, especially during mating season, between July and October. i
Tricky
situations
Honour your star grading
In March we booked two rooms at a guesthouse which was advertised as 4 star on its website. The rooms were booked for a stay in June to coincide with a festival being held in the town at that time. Two weeks after the bookings were made, we were informed that the prices quoted were too low and should be higher because it was during the festival period. We accepted the new prices and a 50 percent deposit was paid. However, when we arrived we found the following: The guesthouse and yard were in the process of being renovated and to gain access we had to climb over building material. We were not accommodated in the main guesthouse (which was advertised on the website) but in rooms that were originally outbuildings. These had not been renovated. There was no coffee or tea facility in the bedroom (as was advertised) but rather a communal coffee/tea area which also served as a storage area for baby chairs, cots etc. The bedroom and bathroom were so old and dilapidated that paying quests would not find it a comfortable stay. We were also nervous about the security of the bedroom. We decided this was unacceptable and organised alternate
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Attracting guests through advertising is an essential part of running a successful business. Failing to live up to what you promise will do you no favours. accommodation in the town. In the guesthouse’s favour, they did accept that the accommodation was not what they advertised on their website and that they had not informed us of the building operations. But unfortunately, the damage was done. We had the inconvenience of finding accommodation in a town that was overflowing with visitors and we were also concerned about our 50 percent deposit. Although this was refunded, the entire experience meant our feedback to friends and business associates was a very negative one.
No place to hide
It might be a good idea to go onto websites
which had since been removed. The manager immediately came to our room and looked around himself and then suggested we phone my cellphone number. A familiar ringing came from the bottom of my packed suitcase. Of course there was relief all round – me because there was a thought that it might have been stolen and the manager because he probably knew what I was thinking!”
Handling theft
A guest writes; “I was putting the finishing touches to my packing when I realised I couldn’t find my cellphone. I looked behind cushions, checked the bathroom and even stripped the bed but no luck, my phone was nowhere to be found. Feeling increasingly anxious, I phoned reception, explaining how I hadn’t left the room and that perhaps I had put it on the breakfast trolley,
Most of us have had to deal with similar situations so we asked three experienced guesthouse owners how they have handled this tricky situation. Here are their hints and tips: 1. Have a senior staff member escort guests to their rooms. He or she can then take the opportunity to point out that although theft has never been a problem, guests are advised to keep valuables and cash secure at all times or deposit them in the reception safe. By doing this you place some of the responsibility on guests to look after their valuables. 2. If a guest reports a lost item as stolen always treat it as a matter of high importance. Reassure the guest that you see this in a very serious light and that you are instantly calling all the staff together. This will make most guests check and recheck their bags to make sure they have not mislaid the item. As our example showed, calling a cellphone number is always a good idea. 3. Call all the staff together and inform them that something has gone missing. Handle this with the utmost respect for your staff. Do not make any accusations until you are very sure that a theft has occurred. If the guest is mistaken and you have accused your staff wrongly it will cause hurt and be a breach of trust between you and your staff. 4. If the missing property cannot be found you will have to take further more serious steps. 5. The best (but unfortunately expensive) way route is to call in a polygraph (lie detector) specialist. This should give you a good indication of who the culprit is but does not give you the right to dismiss the person. Polygraph tests are not admissible in South African law. 6. Call in an agency to help you with the legal side of dismissing the person. Usually immediate dismissal is appropriate for theft. of 5 star establishments to check out the
Even though overseas visitors may have a
Although the benefits of social networks in promoting your business can never be highlighted enough, the reverse is also true. Bad publicity on social networks can ruin your business because a bad experiences can be spread instantly. commentaries on their websites as well as the star ratings given by visitors. Guests paying for 5 star treatment expect the best. If they do not get what they believe they are paying for, they are going to complain. Checking out their complaints might give you an insight into what their expectations are and what makes them dissatisfied.
very favourable exchange rate, they still want value for money. Don’t try to rip them off with exorbitant prices. Many are experienced travellers and will know if they are being overcharged. Make sure your accounts are detailed and honest. No matter who you are, being overcharged leaves a bad taste. i
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star rating These are the grading guidelines from the Tourism Grading Council of SA
H Acceptable quality in the overall standard of the furnishings, service and guest care: • Clean comfortable and functional accommodation • Guests should expect a continental breakfast or quick, cooked and simple breakfast • Soap and bath towel in bathroom
HH Good quality in the overall standard of the furnishings, service and guest care: • Guests should expect a continental breakfast and limited variety of cooked items could be available • Soap as well as hand and bath towel in bathroom
HHH Very good quality in the overall standard of the furnishings, service and guest care • Guests should expect a breakfast with an extensive variety of cooked food • The bedrooms should be more spacious with additional furniture such as a desk • The bathrooms should have at least shower gel, wrapped soap, shampoo and both a hand and bath towel
HHHH Superior (excellent) quality in the overall standard of the furnishings, service and guest care • A fully cooked breakfast must be served over an extended period • Guests can also expect to be served at the table if desired • The bedrooms must have a working area with a desk • Guests can expect to have eighteen hours of room service available in hotels • Bathrooms should have amenities such as shampoo, shower gel, wrapped soap, hair conditioner, body lotion, hand towel, bath towel, shower cap, bath sheet and face cloth
HHHHH Exceptional quality and luxurious accommodation matching best international standards • Highest standard of furnishings, flawless service and meticulous guest care • Guests should expect 24-hour room service in hotels. • Guests should expect a fully cooked breakfast usually available all day and can also be served to the guests in their room. Must be served over an extended period • Eating area must provide a service to the guests at the table • Bedrooms must have a working area or a desk. • Bathrooms should have a full range of amenities such as shampoo, shower gel, wrapped soap, hair conditioner, body lotion, hair conditioner, body lotion shower cap, hand towel, bath towel, bath sheet and face cloth • Most five star hotels have health and beauty facilities on site or at least can provide them to the guest at a nearby facility. • Most five star establishments will also provide business facilities such as internet access as well as fax facilities. 22
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When the lights go out! Power outages always seem to occur at the wrong time, and in the hospitality business any time is the wrong time!
A
investment. For most guests, lights, meals and hot water are the most essential requirements. Gas cooking facilities and gas geysers will go a long way to making your life less stressful.
lthough your guests will often be sympathetic about the situation, it is far better to be prepared and avoid crisis management when the lights go out. If your area has frequent power cuts, make your guests aware of this as soon as you can. You could put a small notice in each room or you could personally explain the situation when they arrive. If you do not have an emergency generator for essential services this is probably a good
Make sure each room has the following: • A good torch in each bedside table. • A booklight in each bedside table • In winter extra blankets are a must. • A standing lamp that can be switched on for easy movement. 24
• Lamps on stand by for public areas ( make sure that these are charged regularly) • Small lamps for the dinner tables. • A system to charge clients if the computer is offline. • Of course you can also use candles, especially at the dinner tables. After all candlelight is romantic and very flattering but remember candles can be a fire hazard. Use hurricane lamps to protect the naked flames and ensure you and your staff are vigilant about the candles at all times. • Your guests may be concerned about security. It is advisable to have systems in place that will reassure them their safety is in no way compromised. i
On a cold night, a fireplace can provide both heat and light
Huletts Non-Nutritive Sweetener Range Huletts EquiSweet is manufactured to the same high standards of taste and quality that Huletts customers expect and is the only range of locally manufactured sweeteners in South Africa. Huletts EquiSweet is a range of low kilojoule sweeteners available in both a sachet and tablet format. Both are ideal for use in tea or cof fee, and the sachets can also be sprinkled over fruit, yoghur t and cereal. Huletts EquiSweet with Sucralose, of fers consumers an ASPARTAME FREE alternative with the same great taste.
Huletts EquiSweet Sachets Its unique formulation leaves no aftertaste 1 x sachet of EquiSweet is equivalent to 2 level teaspoons of sugar 1 x sachet of EquiSweet contains less than half the kilojoules of sugar
SMARTideas Easy ways to make your place stylish and comfortable
Make provision for extra blankets in bedrooms, even in su mmer or in warmer climates. Keep them neatly folded up in an accessible place. Every bedroom should have a convenient area for suitcases or rucksacks other than the floor, the bed or a chair. If it  is a small room make provision for a foldup luggage rack. A covered ottoman which has storage space as well, is ideal .
A good bedside lamp should throw light over the pillows, not only on the wall, otherwise it is useless as a reading lamp.
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Guests appreciate these sma ll details
Fresh flowers create a friendly, welcoming  atmosphere. This mixture of simple flowers and fresh herbs shows how easy floral displays can be. Remove dead flowers immediately. As positive as the affect of fresh flowers can be, so is the negative impression of dead flowers.
A water carafe and glass next to the bedsid e shows par ticular atte ntion to detail. If you live in an area that is plague d by power outages also  place a pretty candle and matches on the bedsid e table for emergencies .
Keep spare toothbrushes and toothpaste handy for guests. This is an item that is easily forgotten at home or at a previous place. Guests would expect to pay for this convenience.
Never be shy to advertise your accolades.
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A generous fruit bowl in a bedroom or public area is not only a pretty feature but gives the impression of warm hospitality. Frequent guests would love an occasional special treat like this.
Bedroom windows should have pretty views – whether it is a little garden, interesting textures, pot plants or even just a decoratively painted wall.
Try to use seasonal fruit from your area
This cute
individual breakfast display was spotted at Leaves in Nelspruit.
A nice
change 28
from the usual serving in bowls. i
Banana bread
Never underestimate the aroma of a freshly baked banana bread when guests arrive. Simple, economical and always welcomed and devoured! INGREDIENTS
3 or 4 ripe bananas, mashed 80g (1/3 cup) melted butter 200g (1 cup) Huletts White Sugar (can be reduced to 3/4 cup) 1 extra large egg, beaten 5ml (1 teaspoon) vanilla essence 5ml (1 teaspoon) baking powder Pinch of salt 210g (1 1/2 cups) cake flour
METHOD
butter mixture. 5. Pour mixture into a buttered 10x20cm loaf pan. 6. Bake for ±60 minutes, until the loaf is firm to the touch and a cake-tester comes out clean. Leave to cool in pan for a few minutes before turning out onto a wire rack to cool.
No need for a mixer for this recipe. 1. Preheat the oven to 180ºC. 2. Using a wooden spoon, combine the butter and bananas in a large mixing bowl. 3. Mix in the sugar, egg, and vanilla. 4. Sift the flour, baking powder and salt together and fold into the egg and 29
Talking
Chinaware
Choosing the right crockery is an important decision and can be a significant investment. You want it to look good and last as long as possible. Correct handling and proper care will go a long way to maximising your investment
do not use more than the recommended quantities. • Temperature: A wash temperature of 60°C is generally optimal for achieving the correct balance between ensuring the effective removal of food particles and maximizing the longevity of the glaze. • Dishwashers: Avoid any vibration of plates against each other through proper loading and through the use of plastic-coated racks and baskets. Ensure that the manufacturer’s instructions are followed. Wash cutlery in separate baskets to prevent metal markings on the crockery. • Handling: Do not use metal utensils, scrapers, abrasive pads and powders or bleach for removing food particles. Only borax or gentle, non-abrasive household cleaners should be used to remove stains. Metal markings can be avoided by placing tableware on plastic or rubber mats. • Rotation: Rotating the tableware in use promotes even wear and tear. Ensure that
Starting out
• It may be more expensive but invest in commercial crockery. It is more durable and so will last longer. • Choose a colour that is fairly neutral and if you are selecting a pattern make sure it will mix and match successfully. • Ensure the crockery you choose is a standard range that will still be available if you want to add to it in the future. • Your crockery can also add personality and ambience to your table settings and can reflect the tone of your establishment, especially if you have a strong décor theme. • Stoneware is the most durable compared to ceramic or porcelain and is more resistant to chipping.
Caring for your crockery
• Detergents: Choosing the correct detergent is important. High alkaline content will eventually damage the glaze surface. Always follow the manufacturer’s instructions and 30
residues being left on the glass. • Dishwashers: Glassware can be washed in the dishwasher. However, take care not to wash glasses with very delicate long stems in the dishwasher as the possibility exists that these may break. • Rotation: Avoid using scratched, cracked or chipped glasses. • Stacking: Avoid stacking glassware unless it is specifically identified as stackable. For best results store glasses in appropriate crates. • Microwaves: Never allow glassware to be placed inside a microwave oven
there is enough stock in operation to prevent excessive use and premature deterioration. • Microwaves: Ceramic tableware with metallic decorations such as gold or silver are not suitable for microwave ovens. • Thermal Shock: Ceramic tableware is not designed to withstand excessive thermal shock conditions e.g. from the freezer to the hot oven. Do not expose tableware to a naked flame or heated electric element. • cutlery Cleaning: Wash cutlery in hot soapy water as soon as possible after use. Rinse immediately with hot water and wipe cutlery with a dry, clean cloth immediately. Never leave dirty cutlery to soak and never leave cutlery damp. Use only pH neutral or slightly alkaline detergents. Don’t use products containing hypo-chlorides (bleach) or silver dip. Always follow the manufacturer’s instructions and do not use more than the recommended quantities. Do not mix stainless steel or silver plate in the same load. Ensure that the manufacturer’s instructions are followed and do not allow cutlery to stand in the dishwasher after the cycle is completed. Cutlery must be dried with a clean cloth. • Polishing: Stainless steel cutlery will perform better if it is polished from time to time with a recommended stainless steel polish.
Caring for your accessories:
• Cleaning: Vinyl placemats are easily cleaned with soap and water. Should a stubborn stain occur, the vinyl can withstand aggressive scrubbing with hot soapy water or a bleachbased detergent. • Dishwashers: Do not put vinyl placemats in the dishwasher or the washing machine. • Sanitizing: A high temperature sanitizer can be used once a week to ensure that the placemats remain hygienic. This product cannot be ironed since it is made of vinyl. • Storage: Store placemats flat or neatly rolled up. Do not allow them to be folded or allow them to crease. i
Caring for your glassware:
• Cleaning: Glassware should be cleaned immediately after use to avoid stubborn residues. Wash glassware in hot water and rinse with cold water. Crystal glass should be washed in lukewarm water. Scrub glassware thoroughly with a brush ensuring that all surfaces are covered. Do not use any harsh cleaning utensils such as a steel wool pad to wash glassware as this will cause scratches. • Detergents: For stubborn stains, use a mild detergent only. Always follow the manufacturer’s instructions and do not use more than the recommended quantities. After using a detergent, ensure that glassware is rinsed thoroughly to avoid any detergent 31
Quality coffee
makes the difference Quality coffee is what makes the difference between a good and an ordinary establishment. Should you feel uncertain about this check out the coffee shops in your area and see which are the most popular. Without a doubt the one that serves the best coffee. Your guests also wants great coffee. (In North America there is a Starbucks coffee shop within every 3-5 city blocks!). Instant coffee, although hugely convenient, has had many visitors changed their minds about supporting certain establishments. Make sure that you invest in a good quality coffee machine and find out which coffee blends are the most popular. The same holds true for an espresso machine. South Africa caters for a huge number of overseas tourists and also well-travelled local tourists who have had the experience of enjoying quality coffee. Make sure that your establishment does not fall short on something as basic as good coffee. If you want to double your profit on good coffee being served, you can also offer a generous homemade muffin! i
Make cof fe e time, trea t time.
Homemade muffins with a crumbly sugar topping the perfect combination with a good cup of coffee. 32
www.delonghi.com
Teatime treat
FLOWER INGREDIENTS
power topping:
4 extra large eggs 250g  (1 cup + 4 tablespoons) Huletts Castor Sugar 280g (2 cups) cake flour 15ml (3 teaspoons) baking powder 250ml (1 cup) milk 100g butter 5ml (1 teaspoon) vanilla essence
INGREDIENTS
Fluffy icing 420g (3 cups + 3 tablespoons) Huletts Icing Sugar 100g (7 tablespoons) butter 5ml (1 teaspoon) vanilla essence 45ml (3 tablespoons) milk
METHOD
METHOD
1. Cream the butter and icing sugar together until light and fluffy. 2. Add the vanilla essence and the milk whilst beating continuously.
1. Preheat oven to 180°C. 2. Beat eggs and castor sugar together until thick and creamy. 3. Sift the flour and baking powder together and fold into egg and sugar mixture. Heat milk and butter together, but do not boil. Add vanilla essence. Stir into batter. 4. Spoon into 2 x 22 cm round greased cake pans. Bake for 25-30 minutes until done. Cool on wire rack.
Makes 500ml icing
Decorate the cake as shown, or use your imagination and make your own creation.
Hint: the top layer can be lifted from the bottom layer and served as two individual one layer cakes, should the slices be too generous for your guests. 34
You don't have to be an expert to make a cake look attractive. Use what is available to you. Nasturtiums, fresh lavender, rose petals or freshly sliced fruit.
The twoin-one delight 35
The greatest thing to hit charcoal cooking since FIRe THE WEBER® ORIGINAL™ GOURMET BBQ SYSTEM Fits all Weber® 57cm Charcoal Grills
This three part BBQ system does triple duty in taking charcoal grills to a whole new level. In seconds your Weber® grill can easily transform into an anything goes griddle, a versatile wok, or a sizzling sear grate. It truly is the ultimate fire cooking revolution.
WEBER® ORIGINAL™ GOURMET BBQ SYSTEM
Contact us on (011) 454 2369 or www.weber.co.za 36
Weber® Original™ Gourmet BBQ System Cooking Grate The hinged cooking grate allows you to add more charcoal without removing the grate. 30 cm plated grate insert allows for traditional grilling.
Weber® Original™ Gourmet BBQ System Wok This wok is specially designed to make the most of your charcoal grill and is ideal for whipping up everything from stir fry to spicy fajita fillings. Matt enamel coating provides durable and easy to clean surface. Cast iron retains and evenly distributes heat and holds a more consistent temperature across the cooking surface.
Weber® Original™ Gourmet BBQ System Sear Grate Achieve restaurant quality sear marks and smokey flavour with Weber’s cast-iron sear grate. Once your meat is seared on both sides, just slide it onto the outer grate to finish cooking to your preferred doneness. Matt enammel coating provides durable and easy to clean surface. Cast iron retains and evenly distributes heat.
Weber® Original™ Gourmet BBQ System Cast Iron Griddle Breakfast, lunch or dinner, you can prepare almost anything in this exclusive griddle. We’re talking egg dishes, delicate seafood, even a short stack of flapjacks. Matt enamel coating provides durable and easy to clean surface. Cast iron retains and evenly distributes heat.
Weber® Original™ Gourmet BBQ System Pizza Stone Pizza stone enables you to add a smokey flavour to your favourite homemade pizzas! Cordierite stone absorbs moisture during cooking, producing light and crispy thin crust pizza. Carry rack makes transporting the pizza quick and easy.
CATERING idea
Stylish and BUDGET friendly This value-for-money idea is perfect for a brunch or lunch idea.
There is a growing trend towards more relaxed and informal gatherings to celebrate occasions like weddings, birthdays and anniversaries. Most guesthouses have spacious, beautiful and well-maintained gardens. These are ideal venues for more informal celebrations and for guests who do not have huge budgets, but still want to offer friends or clients a stylish event. Festive buffet baskets are a stunning option for an informal late breakfast or light lunch. They are easy to prepare and good value for money. Line a pretty basket with wax or greaseproof paper and fill with a variety of items. 38
oking Serve festive-lo Make the most of ffee co cupcakes with seasonal produce as desert and suggestions that fit your client’s budget. We filled our baskets with: Egg and Rocket sandwiches; hard boiled eggs;sliced cucumber sticks; baby tomatoes; fresh asparagus; beef or pastrami rolls; fresh grapes; peaches and strawberries. Serve with fresh fruit juices mixed with soda water and ice and/or lightly chilled white wine. You will need: • Pretty baskets • Crisp tablecloth • good quality paper or china plates • good quality paper napkins • Glasses for juice and wine (if served)
Egg and Rocket sandwiches
15-20 extra large eggs 200ml mayonnaise (Trim gives a lovely tangy flavour) 4 large gherkins chopped finely salt and pepper to taste a dash of cayenne pepper (if desired) 40 slices good quality bread (Woolworths offers a wide variety of very good quality bread) 50g butter 20ml olive oil 1 packet fresh Rocket
them. Immediately run cold water over the eggs. Leave the eggs in the cold water for 5-10 minutes. The cold water will run into the cracks and separate the shell from the egg which makes them easier to peel! Peel all the eggs and pat dry. Mash the eggs together with the mayonnaise (you can either mash by hand or use a food processor) Add the gherkins and flavour with salt, pepper and cayenne pepper, if used. Spoon into a bowl and cover with clingwrap. Leave in the fridge until 1 hour before use. This mixture can be made a day in advance as the flavour develop overnight. Mix the olive oil and soft butter together and spread over half of the bread slices. Spread a generous spoonful of egg mixture on the remaining bread slices. Top with crisp rocket leaves and sandwich together with buttered slices. Use a sharp serrated knife and cut in quarters. Place sandwiches on a tray and cover with clingwrap to keep fresh. Store in fridge until required. Serves 20 people
Beef rolls with mustard and gherkin
Use sliced pastrami or corned beef, using one slice per person. Spread each slice lightly with a mixture of mayonnaise and mustard or mustard only, if you prefer. Quarter the gherkins length-wise and place a piece on each meat slice. Roll up. Place on a serving plate, cover with clingwrap and store in fridge until required. i
Method
Place the eggs in enough cold water to cover them. Bring to the boil and boil for 7 minutes. Remove from heat. Valuable hint: Drop the boiled eggs in the water from a 30cm height into the sink. Make sure that the shells crack when you drop 39
EASY and delicious
egg dish One Pan
INGREDIENTS 1 tablespoon oil for frying 1 onion, chopped Âź cabbage, thinly sliced and cooked 4 medium-sized or 2 large potatoes, peeled, diced and cooked until just done 2 ripe tomatoes, chopped 6-8 extra large eggs 4 tablespoons milk Salt and pepper
METHOD 1. Heat the oil in the pan and fry the onion until soft and translucent. 2. Add the cabbage with 1/2 cup water to the onion. Place lid on pan and cook for 30 minutes or until the cabbage is soft and heated through. 3. Stir in the potatoes and tomatoes and cook on low heat. 4. Beat the eggs and milk together and season to taste. 5. Add the egg mixture to the pan. Stir through gently. 6. Place lid on pan and leave the mixture to cook until done (Âą30 minutes or until set). Serves 4-6
40
41
TREAT time
ICE CREAM with peanut butter and chocolate sauce
Chocolate
sauce
ingredients
100g (7 tablespoons) unsalted butter 125ml (half cup) cocoa 100ml (7 tablespoons) milk 50g (4 tablespoons) Huletts Caramel Sugar
METHOD
Melt butter in a saucepan, stir in sifted cocoa and cook for a minute. Add milk and caramel sugar and stir to combine and sugar has melted.
Hint: Add a dash of rum, brandy or Cointreau for extra flavour.
PEANUT BUTTER
sauce
ingredients
50g (4 tablespoons) butter 100g (7 tablespoons) peanut butter 100ml (7 tablespoons) milk 50g (4 tablespoons) Huletts Caramel Sugar
METHOD
Melt butter and peanut butter in a saucepan, stir in caramel sugar and cook for a minute. Add milk and stir to combine and sugar has melted.
Hint: Always check that your guests don't have nut allergies.
GOLDEN
tart
You can serve this easy tart with cream or ice cream. It makes a delicious after-dinner treat INGREDIENTS for pastry
METHOD
210g (1 1/2 cup) cake flour pinch of salt 110g (1/2 cup) butter 45-60ml (3-4 tablespoons) water
Pastry: 1. Sift the flour and salt together, cut butter into small cubes and rub into the flour with fingertips until mixture resembles fine breadcrumbs. Gradually add water to dry ingredients to make a firm dough. 2. Roll dough into a ball, wrap in cling film and chill in refrigerator for 30 minutes. 3. Preheat the oven to 190ยบC. 4. Grease a 23cm loose-based flan tin about 3cm deep. Roll out the dough on a floured surface and line the tin. Prick the base with a fork and bake blind for 10 minutes. For the filling: 1. Mix all the ingredients together. Spoon into pastry case, spreading filling evenly. 2. Bake for 20-25 minutes until the pastry is golden brown. 3. Serve warm or cold with whipped cream or ice cream.
INGREDIENTS for filling
250ml (1 cup) Huletts Golden Syrup 125g fresh breadcrumbs (4-5 thick slices) zest and juice of one lemon
Makes 1 tart
45
If the weather is hot this soup is just as delicious served ice-cold.
Fresh tomato soup
with basil INGREDIENTS
pour over boiling water to cover. After 20-30 seconds remove tomatoes from the bowl and remove the skins. Cut the tomatoes into quarters and add to the pan stir well and let them cook for a minute. 3. Pour the stock over the tomatoes, stir, season with salt and pepper and add the garlic. Cover and allow to simmer for 25 minutes. 4. When the soup is ready place into the liquidiser until smooth. Taste to check the seasoning, add the basil, then reheat and serve with crusty French bread
1½T olive oil 1 medium onion, thinly sliced 1 medium potato, thinly sliced 700g ripe tomatoes 275ml chicken stock 1 clove garlic, crushed 10ml (2t) fresh basil, chopped salt and freshly milled black pepper
METHOD
1. Gently heat the olive oil in a thick saucepan, add the onion and potato and soften them slowly with the pan lid on without browning. This takes 10-15 minutes. 2. Place the tomatoes into a bowl and
Serves 4 Recipe supplied by Kenwood SA
46
The Kenwood Multipro Excel is perfect for those who entertain regularly or who batch cook for bulk freezing. Its sleek, brushed metal modern design is coupled with a powerful 1200 watt motor. The 55 + functions will handle almost every kitchen task. Variable speed gives complete control of ingredients, plus ‘auto function’ finds the optimum speed for each task. With a variety of bowl sizes (4 litre, 2.9 litre and 1.75 litre), there’s one to fit any type of dish. An extra-large food tube eliminates pre-chopping of ingredients. In addition, the Multipro comes with a glass liquidiser, glass multi mill and citrus press. For more information, please visit www.kenwoodworld.com; email info@kenwood-sa.co.za or phone (011) 474 0153.
White Sugar
SunSweet Sugar
Icing Sugar
Castor Sugar
Rainbow Sugar
Cube Sugar
Treacle Sugar
Caramel Sugar
Yellow Sugar
Description
Uses
White sugar crystals.
General sweetener used in all prime foods and beverages. Also used as a general household sweetener.
Description
Uses
This is raw sugar that has a unique pale brown colour – the colour varies slightly depending on seasonal factors.
This raw sugar is a product of the milling process and is used primarily in the confectionery, bakery and canning industries.
Description
Uses
Finely milled white sugar with a permitted anti-caking agent added.
The only icing sugar that gives a smooth finish to all types of confectionery and cake icing.
Description
Uses
Specially screened fine white sugar.
These fine, quick-dissolving crystals are ideal for use in baking and making ice-cream, meringues and desserts. Castor sugar may also be sprinkled over fresh fruit.
Description
Uses
Extra-large sugar crystals with an attractive array of colours added, with permitted colouring agent.
The visual appeal of these coloured sugar crystals can be used to great effect when decorating cakes, biscuits and desserts. They also add a touch of glamour when added to sugar bowls.
Description
Uses
White sugar specially compressed into small cube shapes.
Cubes are suitable for use in tea, coffee and cocktails.
Description
Uses
Treacle sugar (previously known as soft brown sugar) is SunSweet Sugar (raw sugar) with added molasses. Molasses is a by-product of sugar.
This dark brown sugar, with its familiar sticky appearance, is best used in microwave baking, meat marinades, fruit breads and dark cakes.
Description
Uses
This medium brown sugar is SunSweet Sugar (raw sugar) coated with caramel colourant.
Caramel sugar is superb in coffee. It is also perfect for biscuits, cakes and loaves, as well as any recipe calling for fruit in the mixture.
Description
Uses
SunSweet Sugar (raw sugar) with permitted colouring added.
Yellow sugar is used in preserves such as jams, pickles, chutney and home-brewed beer.
Head Office – Marketing Sales and Distribution: 444 South Coast Road, Rossburgh, 4094, KwaZulu-Natal, South Africa. P.O. Box 1501, Durban, 4000. Tel (031) 460 0111 Fax (031) 460 0366; Gauteng: Tel (011) 873 6238/6260; Western Cape: Tel (021) 551 7866; Customer Care Line: 0860 784 277; www.hulettssugar.co.za