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Tourism Tattler Trade Journal
DECEMBER 2014
Contents Issue 12 (December) 2014 PUBLISHER Tourism Tattler (Pty) Ltd. PO Box 891, Umhlanga Rocks, 4320 KwaZulu-Natal, South Africa. Company Reg.No.: 2006/015252/07 Website: www.tourismtattler.com EXECUTIVE EDITOR Des Langkilde Tel: +27 (0)32 815 0414 Cell: +27 (0)82 374 7260 Fax: +27 (0)86 651 8080 E-mail: editor@tourismtattler.com Skype: tourismtattler
MAGAZINE ADVERTISING
ADVERTISING DIRECTOR Bev Langkilde Tel: +27 (0)32 815 0414 / (0)31 813 5326 Fax: +27 (0)86 656 3860 Cell: +27 (0)71 224 9971 E-mail: bev@tourismtattler.com Skype: bevtourismtattler
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COMPETITION: Win 1 of 3 driver training courses
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HOSPITALITY: How to turn your guesthouse into an events location
ONLINE ADVERTISING BANNER ADS www.tourismtattler.com/advertising_rates BUSINESS DIRECTORY LISTINGS www.tourismtattler.com/business-directory
SUBSCRIPTIONS
www.tourismtattler.com/subscribe
BACK ISSUES (Click on the covers below). ▼ Nov 2014
▼ Oct 2014
▼ Sep 2014
24
MARKETING: Protecting the Female Traveller IN THIS ISSUE
▼ Aug 2014
▼ Jul 2014
▼ Jun 2014
▼ May 2014
▼ Apr 2014
▼ Mar 2014
04 05 07 10 12 06 09 14 16 17
EDITORIAL Accreditation Cover Story AVIATION Open Skies under attack BUSINESS SATSA Market Intelligence Report 2022 Commonwealth Games for SA? COMPETITIONS Article Comments - Win a Dietz Lantern Win 1 of 3 MasterDrive courses CONSERVATION Thula Thula Rhino Orphanage DESTINATIONS Outbound - Ireland's Cliffs of Moher ENVIRONMENT Greening Your Tourism Business
Adv. Louis Nel Anita Mendiratta Caroline Graham ▼ Feb 2014
▼ Jan 2014
18 19 20 21 22 23 24 25 26
EVENTS How the right venue elevates your brand Successful year for KZN Conventions Second Maasai Olympics in Kenya Safe season events for KZN South Coast HOSPITALITY How to convert a guesthouse for events LEGAL Risk in Tourism - Part 4 MARKETING Protecting the Female Traveller Tourism branding - the power of ritual RESPONSIBLE TOURISM Green VoiceMap Routes launched in SA TRADE NEWS Visit our website for daily travel news
EDITORIAL CONTRIBUTORS Garreth Bloor Peter Tarlow Nicole Turner Trevor Neethling Martin Jansen van Vuuren
▼ Dec 2013 MAGAZINE SPONSORS 02 OTM-India 08 CITY Lodge Hotels 08 SATIB Insurance Brokers 11 Comair / kulula.com
▼ Nov 2013
▼ Oct 2013
▼ Sep 2013
13 African Travel & Tourism Association 27 National Sea Rescue Institute 28 Campaign Against Canned Hunting
Disclaimer: The Tourism Tattler is published by Tourism Tattler (Pty) Ltd and is the official trade journal of the Southern Africa Tourism Services Association (SATSA). The Tourism Tattler digital e-zine, is distributed free of charge to bona fide tourism stakeholders. Letters to the Editor are assumed intended for publication in whole or part and may therefore be used for such purpose. The information provided and opinions expressed in this publication are provided in good faith and do not necessarily represent the opinions of Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers. Advice provided herein should not be soley relied upon as each set of circumstances may differ. Professional advice should be sought in each instance. Neither Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers can be held legally liable in any way for damages of any kind whatsoever arising directly or indirectly from any facts or information provided or omitted in these pages or from any statements made or withheld or from supplied photographs or graphic images reproduced by the publication.
DECEMBER 2014
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Accreditation Official Travel Trade Journal and Media Partner to: The African Travel & Tourism Association (Atta) Tel: +44 20 7937 4408 • Email: info@atta.travel • Website: www.atta.travel Members in 22 African countries and 37 worldwide use Atta to: Network and collaborate with peers in African tourism; Grow their online presence with a branded profile; Ask and answer specialist questions and give advice; and Attend key industry events.
National Accommodation Association of South Africa (NAA-SA) Tel: +2786 186 2272 • Fax: +2786 225 9858 • Website: www.naa-sa.co.za The NAA-SA is a network of mainly smaller accommodation providers around South Africa – from B&Bs in country towns offering comfortable personal service to luxurious boutique city lodges with those extra special touches – you’re sure to find a suitable place, and at the same time feel confident that your stay at an NAA-SA member’s establishment will meet your requirements.
Regional Tourism Organisation of Southern Africa (RETOSA) Tel: +2711 315 2420/1 • Fax: +2711 315 2422 • Website: www.retosa.co.za RETOSA is a Southern African Development Community (SADC) institution responsible for tourism growth and development. RETOSA’s aims are to increase tourist arrivals to the region through. RETOSA Member States are Angola, Botswana, DR Congo, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Seychelles, South Africa, Swaziland, Tanzania, Zambia and Zimbabwe.
Southern Africa Tourism Services Association (SATSA) Tel: +2786 127 2872 • Fax: +2711 886 755 • Website: www.satsa.com SATSA is a credibility accreditation body representing the private sector of the inbound tourism industry. SATSA members are Bonded thus providing a financial guarantee against advance deposits held in the event of the involuntary liquidation. SATSA represents: Transport providers, Tour Operators, DMC's, Accommodation Suppliers, Tour Brokers, Adventure Tourism Providers, Business Tourism Providers and Allied Tourism Services providers.
Southern African Vehicle Rental and Leasing Association (SAVRALA) Contact: manager@savrala.co.za • Website: www.savrala.co.za Founded in the 1970's, SAVRALA is the representative voice of Southern Africa’s vehicle rental, leasing and fleet management sector. Our members have a combined national footprint with more than 600 branches countrywide. SAVRALA are instrumental in steering industry standards and continuously strive to protect both their members’ interests, and those of the public, and are therefore widely respected within corporate and government sectors.
Seychelles Hospitality & Tourism Association (SHTA) Tel: +248 432 5560 • Fax: +248 422 5718 • Website: www.shta.sc The Seychelles Hospitality and Tourism Association was created in 2002 when the Seychelles Hotel Association merged with the Seychelles Hotel and Guesthouse Association. SHTA’s primary focus is to unite all Seychelles tourism industry stakeholders under one association in order to be better prepared to defend the interest of the industry and its sustainability as the pillar of the country’s economy.
International Coalition of Tourism Partners (ICTP) Tel: Haleiwa, USA: +1-808-566-9900 • Cape Town, South Africa: (+27)-21-813-5811 • Rio de Janeiro, Brazil: +5521 40428205 • Germany: +49 2102 1458477 • London, UK: +44 20 3239 3300 • Australia +61 2-8005 1444 • HongKong, China: +852 8120 9450 • Email: member@tourismpartners.org • Website: www.tourismpartners.org ICTP is a travel and tourism coalition of global destinations committed to Quality Services and Green Growth. ICTP advocates for: sustainable aviation growth; streamlined travel; fair taxation and jobs.
The Safari Awards 2014 Tel: +44 (0)1865 989280 • Website: www.safariawards.com With nominations from over a thousand luxury travel professionals, hundreds of readers of Tourism Tattler, Conde Nast Traveller, Brides and Travel Africa Magazine you can rest assured that any safari business nominated for a Safari Award is amongst the best in its genre. Finalists are amongst the top 3% in Africa and the Safari Award Winners are unquestionably the best, their reputation earned through excellence recognised by people who know what they are talking about.
OTM India 2015 Tel: +9133 4028 4028 • Fax: +9133 2479 0019 • Website: www.otm.co.in OTM is India’s biggest travel trade show, in the largest travel market in India – Mumbai. OTM Mumbai takes place from 4 to 6 February 2015, with an attractive add on option in New Delhi from 10 to 12 February 2015. OTM is the most effective platform to market to the Indian travel industry catering to over 15 million Outbound travellers spending over US$ 10 billion and over 500 million domestic tourists – at least 10% of them with an immediate potential to also travel abroad.
World Travel Market - London 2014 - Africa 2015 - Latin America 2015 Tel: +44 (0)20 8910 7897 • Email: polly.magraw@reedexpo.co.uk • Website: www.wtmlondon.com World Travel Market - London takes palce from 3 to 6 November 2014, and is the leading global event for the travel industry. It is a vibrant must attend business-to-business event presenting a diverse range of destinations and industry sectors to UK and International travel professionals. It is a unique opportunity for the whole global travel trade to meet, network, negotiate and conduct business. Last years event attracted over 50,000 attendees, representing 186 countries. WTM is the place to do business with 5,000 international exhibitors.
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Tourism Tattler Trade Journal
DECEMBER 2014
cover story
Summer has arrived in southern Africa, and December heralds the start of the peak summer holiday season. Our front cover for this edition aptly portrays the long awaited lure of sand, sea and sun – an image that has no doubt kept many consumers motivated through the year to save a portion of their annual income in anticipation of a well earned holiday with family and friends over the festive season.
On the issue of the new regulations, the index found that despite the postponement of the regulation relating to the presentation of unabridged birth certificates, tour operators and hotel groups still expect this regulation to have a negative impact on their business. One of the respondents expressed concern regarding resources, saying “There is simply not enough resources at Home Affairs to attend to the requests of local travellers and for international travellers, not all countries have such documentation in place. It has merely created barriers for selling South Africa as a destination.”
Consequently, the travel trade is anticipating a busy season to off-set, what for many has been a difficult trading year, fraught with Ebola mania and untimely immigration regulations, despite an increase in Total Foreign Arrivals of 4.9% (Q1) and a marginal increase in Average Room Occupancy across all hotels of 0.8%. (See SATSA Market Intelligence Report on page 10). According to the third quarterly TBCSA FNB Tourism Business Index (TBI), the South African tourism industry has exceeded performance expectations with a score of 105.3 (a score of 100 is regarded as the normal trading climate, and performance is forecast to remain above normal levels at 109.8 in the last quarter of this year). The TBI also probed the industry’s views on the impact of the Ebola outbreak and the implementation of the new immigration regulations and revealed mixed results. “When it comes to the Ebola outbreak, the majority of respondents in the accommodation sector (73%) stated that they had not experienced any impact on business as a result of the outbreak” said Grant Thornton’s Head of Advisory Services, Gillian Saunders. She added that understandably, the biggest concern relating to the outbreak came from travel agents, and tour operators.
EDITORIAL
On a personal note, I must commend the efforts of SATSA's CEO, David Frost who has been instrumental in ‘engaging’ with the Department of Home Affairs to resolve the new immigration regulations. The issue of Open Skies for tourism growth through aviation has found a voice in the form of OpenSkies.Travel – a broad coalition of global stakeholders to promote Open Skies policies and robust aviation competition, and I urge you to join at no cost (read more on page 07). As I write this Cover Story editorial, I am breathing the refreshing 'Champaign Air' of Hermanus – a picturesque village located along the 'Whale Coast' in the Western Cape province's Overberg region of South Africa. While 'on location', I look forward to researching the regions hospitality and attractions for publication in the January 2015 edition of Tourism Tattler. Until then, I wish you and yours a prosperous festive season. Yours in Tourism, Des Langkilde. editor@tourismtattler.com
▲ An elevated view over the Overstrand from the 'Rotary Way' scenic viewing point - read all about the 'Whale Coast' in the January 2015 edition. DECEMBER2014
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Article Comments Article comments, 'Likes' and 'Shares' received on the Tourism Tattler website and Social Media pages. BUSINESS So you want to be a tour operator?
DESTINATIONS
www.tourismtattler.com/so-you-want-to-be-a-tour-operator/
www.tourismtattler.com/porini-comments-on-kenya/
Submitted on 2014/11/19 at 7:47 pm
Submitted on 2014/11/21 at 6:01 am
1. What is the course outline? 2. When is the next course in Cape Town? 3. Can the course be done online? Natale Roelofse
Kenya’s magnificent landscape, wandering traffic and amazing travel services automatically attract travelers to fall in love with this unique country. Tom Hanks
Why I Love Kenya
Submitted in reply :
Submitted in reply :
Hi Natalie. In answer to your questions: 1. The course outline can be viewed at www.satsa.com/satsa-training/. 2. Email an enquiry to lins@satsa.co.za for course venues and dates. 3. The course is currently conducted on personal class room attendance, although an online course is being developed. Des Langkilde - SATSA Vice President
Congratulations to Natale
Wi n
Natale Roelofse's comment has been chosen as the prize winner for November 2014. Natalie's prize of a book 'Sasol Birds of Southern Africa 4th Edition' will be delivered with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry. Editor. 06
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DECEMBER 2014
I agree with your sentiments, Tom. Read more about Kenya in our featured articles: Maasai Mara (www.tourismtattler.com/?p=12424) and Lamu Island (www.tourismtattler. com/?p=12669). Des Langkilde - Executive Editor: Tourism Tattler
The winning comment posted on the Tattler website or Facebook during the month of December 2014 will receive a Dietz Monarch D10 Hurricane Lantern with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry. The Dietz Monarch was first introduced in 1900, and has been produced in at least seven distinct variations continuously over the past 108 years. The first and oldest style Monarch had a flat top tank, un-reinforced air tubes, and a 9/16" fuel cap.
Connect with Livingstones on:
www.livingstonessupplyco.co.za
Open Skies under attack
AVIATION
The US Open Skies policy and resultant market liberalization agreements entered into with governments around the world are under attack by some airlines that seek to frustrate foreign carrier new entry. To maintain Open Skies and robust competition, the Business Travel Coalition (BTC) has launched OpenSkies.Travel and are seeking corporate, university and government travel managers, travel management companies and distributors, travel industry suppliers, consumer groups and travel organizations from around the world to join the coalition as signatories. The aggressive campaign to block Norwegian Air International's application to serve the U.S. from Ireland is just one example. The benefits from Open Skies agreements to consumers, communities and economies around the world are at significant risk. Consequently, the Business Travel Coalition (BTC) has formed OpenSkies.Travel as a broad coalition of global stakeholders to promote Open Skies policies and robust aviation competition. I invite you to join at no cost. BACKGROUND Over the course of more than two decades, many U.S. airlines have successfully used the federal government's Open Skies policy to secure immunity from the antitrust laws for global alliances and metal-neutral joint ventures while simultaneously insisting on domestic US industry consolidation. Today, four airlines control some 80 percent of US seat capacity, compared with 11 carriers in 2005. Some U.S. airlines, now that they have achieved their goals of immunized alliances and industry consolidation, want to perversely reinterpret US. Open Skies agreements with foreign governments with the clear goal of foreclosing on new foreign competition. The U.S. marketplace for air services has entered into a new and long-term phase where various carriers will seek to replace competition with protectionism, the antithesis of the free enterprise system. A new level of vigilance is required to maintain Open Skies and robust competition. If foreign carrier new entry is not assured in the US, then Open Skies benefits would be at risk for all stakeholders around the world. Consumers would face higher fares, less choice, declining customer service, diminished innovation and restricted connectivity to important global business centres. New airline entry is among the very few remedies available to offset radical consolidation and to protect consumers. COALITION FORMED BTC has formed OpenSkies.Travel to bring significant organization to the task of maintaining aviation liberalization agreements in accordance with the intent of the signatories to such accords. Coalition members will include corporate, university and government travel managers, travel management companies and distributors, travel industry suppliers, consumer groups and travel organizations from around the world.
MISSION AND OBJECTIVES The mission of OpenSkies.Travel is to advocate Open Skies policies and promote robust aviation competition. The objectives are to: 1) ensure that there is a powerful, well-articulated and broadly supported public-policy position in support of U.S. and global aviation marketplace liberalization and associated benefits; 2) guarantee that the US Department of Transportation has sufficient US and global stakeholder support to encourage timely approval of airline applications for services to the U.S. in accordance with Open Skies agreements; and 3) educate the US Congress on the benefits of Open Skies agreements and the emerging threats and opportunities with respect to airline competition, the airline consumer and the economy. STRATEGY Leverage BTC's 20-year track record of advocating increased airline competition and liberalization of aviation markets as well as its global relationships and credibility with press, government and industry to form a broad and active coalition of stakeholders to accelerate the benefits of Open Skies agreements. MEMBERSHIP BENEFITS AND OBLIGATIONS BENEFITS. By lending your name to this long-term initiative you will be helping ensure open and competitive aviation markets. BTC will keep you informed through a monthly newsletter about a publicpolicy priority of strategic importance to your organization and to your country. You will join and interact with a global community passionate about the benefits of aviation marketplace liberalization. OBLIGATIONS. From time to time BTC will ask that you consider joining signatory letters petitioning governments to be steadfast in adhering to the requirements and commitments contained within Open Skies agreements. Likewise your input will be sought on these agreements and related matters through surveys and petitions. Finally, you are asked to help spread the word about OpenSkies.Travel with your colleagues in the industry and help build momentum behind this important movement. TO JOIN Visit http://btcnews.co/1s1cA3r to join OpenSkies.Travel. DECEMBER 2014
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2014 Accommodation Award Winners
MAKE YOURSELF AT HOME, WHEREVER YOU GO ON HOLIDAY IN SOUTH AFRICA
Town Lodge Port Elizabeth • Road Lodge East London • City Lodge Lynnwood • Town Lodge Midrand • Road Lodge Centurion • Road Lodge Bloemfontein
B-BBEE Award Winner City Lodge Hotels Limited
From Cape Town to Umhlanga and George to PE, we have a hotel in all of SA’s favourite holiday spots that will make you feel right at home (and won’t break the bank either)
www.clhg.com
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Tourism Tattler Trade Journal
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WIN
C O M P E T I T I O N
a Hijack RiskManagement workshop OR 1of 2 Driver Training Courses
To enter this competition, answer the question “In what 3 key areas can MasterDrive reduce company costs?” to win one of the following 3 prizes: A Hijack Risk Management workshop for 25 pax valued at R10,675 or one of two Defensive Driver Training courses valued at R1,467 each. The answer can be found in the text below. Submit your answer by logging onto the Tourism Tattler website at http:// www.tourismtattler.com/?p=16898 MasterDrive is an Advanced Driver Training company, with their core focus being Defensive Driver Training. MasterDrive was created by AVIS FLEET SERVICES in 1999. The intention of this driver training service was to improve existing driving skills which would result in reduction of costs to 3 key areas, namely: • Vehicle Maintenance • Fuel Usage • Crashes. These are three of the biggest expenses to a company’s bottom line. This proved to be a successful entity on its own, and MasterDrive now supplies a variety of Advanced Driver Training courses not only to AVIS, but to a host of other companies and individuals as well. MasterDrive are now proudly involved in ARRIVE ALIVE, STAY ALERT, STAY ALIVE, as well as many other road safety initiatives. MasterDrive strives to host a variety of campaigns in association with likeminded organisations, who are committed to road safety. On-Site Training MasterDrive instructors travel all over Africa and abroad to train corporate drivers at locations selected by their clients. The courses are for all drivers and MasterDrive works in your choice of cars, SUVs, LDV’s and/or HCV’s. While professional drivers will benefit immensely from a MasterDrive course, they would be taught in one of the aforementioned vehicles rather than in buses or larger trucks because
they will be working on awareness and attitude rather than just handling skills, and it can be assumed that your professional drivers are individuals who have already passed an adequate test of their truck or bus handling capabilities. There is no need for you to put a large, expensive vehicle temporarily out of commission in order for your drivers to learn what MasterDrive teach. Depending on your requirements, training is either for Defensive Driving or for genuine Advanced Driving. Courses vary in duration and intensity, depending upon the clients specific requirements. Defensive Driving By attending the MasterDrive Defensive Driver Training Course you will drive to prevent a crash despite the incorrect actions of other road users in all weather and road conditions. These skills are not taught when learning or gaining driving experience over the years – these are specialist skills only learnt by taking an Advanced Driving Course. Hijack Risk Management Learn the best way of avoiding potentially dangerous hijacking situations and learn high-level awareness skills to increase your general safety and to avoid smash and grab situations. With the MasterDrive Hijack Risk Management Workshop, knowledge and practical skills are gained through unique audio visual presentation and practical demonstrations. For more information call +27 (0)11 867 4778 or email Justine@MasterDrive.co.za or visit www.masterdrive.co.za. Note: Read the Terms and Conditions of this competition at: www.tourismtattler.co.za/ wp-content/images/Nov2014-Competition-Terms-Conditions.pdf
WINNERS OF THE PASSES & POORTS WESTERN CAPE GUIDE FROM THE SEP & OCT 2014 EDITIONS Visit the Tourism Tattler website to see who won the prizes from this competition. 10 readers each won a copy of Marion Whitehead’s Passes and Poorts Western Cape, with the compliments of Jacana Media. For more information visit: www.jacana.co.za
DECEMBER 2014
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BUSINESS
BUSINESS & FINANCE
Market Intelligence Report The information below was extracted from data available as at 01 December 2014. By Martin Jansen van Vuuren of Grant Thornton.
ARRIVALS
The latest available data from Statistics South Africa is for January to March 2014: UK
Current period
Change over same period last year
133 455
-2.8%
97 507
6.6%
Germany USA
81 419
9.8%
India
24 556
-5.1%
42 292
-0.4%
737 374
3.2%
China Overseas Arrivals (excl same day visitors) African Arrivals
1 842 630
5.8%
Total Foreign Arrivals
2 583 034
4.9%
NB: African Arrivals plus Overseas Arrivals do not add up to Total Foreign Arrivals due to the exclusion of unspecified arrivals, which cannot be allocated to either African or Overseas.
HOTEL STATS
Current period
Average Room Occupancy (ARO)
Average Room Rate (ARR)
Revenue Per Available Room (RevPAR)
All Hotels in SA
61.3%
R 927
R 568
All 5-star hotels in SA
61.1%
R 1 629
R 996
All 4-star hotels in SA
59.8%
R 881
R 527
All 3-star hotels in SA
62.4%
R 755
R 472
Change over same period last year All Hotels in SA
0.8%
-4.9%
-4.1%
All 5-star hotels in SA
3.3%
-5.3%
-2.1%
All 4-star hotels in SA
-0.8%
-6.4%
-7.2%
All 3-star hotels in SA
2.2%
-5.2%
-3.1%
Passengers arriving on Regional Flights
Passengers arriving on Domestic Flights
1.8%
5.8%
-0.1%
Cape Town International
6.6%
7.1%
2.2%
King Shaka International
12.4%
N/A
-2.1%
ACSA DATA
The latest available data from ACSA is for January to August 2014: Change over same period last year Passengers arriving on International Flights OR Tambo International
CAR RENTAL DATA The latest available data from SAVRALA is for January to September 2014: Current period Industry rental days Industry utilisation Industry Average daily revenue
Change over same period last year
11 908 869
-0.4%
70%
-2.1%
305
5.5%
WHAT THIS MEANS FOR MY BUSINESS The only data that was updated from the previous MIR is the STR and SAVRALA data. The same trend continues as indicated in the previous MIR, but the impact of Ebola, visa regulations and load shedding is expected to negatively impact all sectors of the tourism industry. This impact will only be seen once data becomes available for the third quarter of 2014. Unfortunately, the delay in the availability of the data makes any kind of mitigation measures difficult. 10
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For more information contact Martin at Grant Thornton on +27 (0)21 417 8838 or visit: http://www.gt.co.za
The latest available data from STR Global is for January to September 2014:
KINGJAMES 30444
14 routes 6 cities a whole lot of flying When your customers want to go places, kulula is the airline to take them there. O.R. Tambo |
Lanseria |
Durbs |
Cape Town |
George |
East London
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2014/09/17 10:09 AM
BUSINESS & FINANCE
2022 Commonwealth Games for Durban South Africa? Hosting the Commonwealth or Olympic Games would not only allow South Africa to access a greater share of the global sports tourism market which is estimated to be valued at between R2- and R6-trillion, but also better position the country for tourism and inward investment, according to Grant Thornton, writes Trevor Neethling. The eThekwini Municipality last week revealed “Competing bids for a one-city, multiple sports that it was tabling a formal bid for Durban to code event in a similar time period also might host the 2022 Commonwealth Games. Durban’s be viewed unfavourably by the Commonwealth decision to bid is yet to be ratified by national and the IOC.” government, but SASCOC is already behind the Apart from hosting mega events, however, bid. Saunders said the country, and destinations Gillian Saunders, Head of Advisory Services such as cities, need a cohesive multi-year sports at Grant Thornton Johannesburg and Global event plan which factors in not only the mega Leader: Hospitality and Tourism for Grant events but all other levels of events from small Thornton International, said that despite the local events, to national and regional as well as capital outlay to stage the Games, the many smaller international events. positive spin-offs and brand building benefits “Sport tourism is actually huge and is defined are simply huge. as any form travel which includes travel to “In order to ensure that South Africa, KwaZuluparticipate in sports, to spectate, to work in Natal and Durban maximise these benefits, sport, assist or support sport as well as to visit governments must determine their overall sport attractions. Sport participation as a travel objectives in hosting the Games, implement motivation is increasing. If you look at the an appropriate plan to attain these and then growth of cycling for example, there is significant measure whether it has viably achieved these Gillian Saunders, Head of Advisory Services spending on accommodation, equipment and objectives or not. at Grant Thornton Johannesburg and Global travel to and from events,” she said. Leader: Hospitality and Tourism “Whether it’s the economic impact; national Saunders said the Port Elizabeth IRB Rugby pride; city and country brand development, sports development and 7s was an excellent example of the economic and brand building health; or improved infrastructure and sports facilities, the Games benefits for a city. In total approximately 6,000 foreign and 21,000 can be a very effective tool to achieve a host of immediate and legacy domestic visitors descended on the city for the event in 2013. elements.” The average foreign visitor spent R8,500 for a 4 or 5 night stay; Saunders said that hosting either the Commonwealth or Olympic domestic visitors about R3,500 and locals about R344. In 2013 Games would significantly boost Durban’s profile as a South African, Rugby 7s generated R117m in spend for the city. African and global city which would lead to further large event and “This is evidence of just how sports tourism can lead to significant sports tourism opportunities for the region down the line. benefits for a city on any scale really,” said Saunders. “From school “Durban has a different status to a Cape Town or Johannesburg and tours to mega events, there is much scope to take advantage of the hosting such a global event would certainly boost its reputation on opportunities presented by sports travel.” the world stage,” said Saunders. Saunders said there would be growth in a number of sports travel However, she cautioned against trying to host both events within sectors. “We see ongoing growth of sport participation as a travel two years of each other as some senior government officials have motivation, particularly linked to healthy activities; an increased suggested. growth of the sports visitor attraction often known as sports “To achieve maximum benefit it is best to have at least an 8- 10- pilgrimage, where travellers visit iconic sporting facilities – think year gap between such mega events. Besides the cost implications Lords, Camp Nou, Old Trafford, Assen, and further increases in travel 10 years is about right time to reap the rewards of the international for new sports, extreme sports and sport hybrids,” she concluded. exposure, local infrastructure development and civic/national pride For more information visit www.gt.co.za and cohesion that these events generate,” she said. 12
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DECEMBER 2014
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WILDLIFE CONSERVATION
Rhino Orphanage
The Thula Thula Rhino Orphanage is a refuge in KwaZulu-Natal, South Africa where orphaned rhino from poaching are welcomed and cared for, writes Des Langkilde. Launched by Thula Thula Exclusive Private Game Reserve, in partnership with Austrian animal welfare organisation 'Vier Pfoten' (Four Paws) and the local communities who provided the land, Fundimvelo Community Conservation Trust, the Thula Thula Rhino Orphanage opened in November 2014, and offers a refuge for baby rhinos whose mothers have been killed by poachers.
Buy a Raffle Ticket for a Weekend at Thula Thula To raise funds for the Thula Thula Rhino Fund, and to get their security team anti-poaching training programme incorporated with the South African Police, Thula Thula Exclusive Private Game Reserve are offering TWO prizes (worth R14 000 each) in a ‘raffle draw’ competition. The two raffle prizes are: • Two nights for two people in the Imperial Suite at the Elephant Safari Lodge, and; • Two nights for two adults and two children in a Family Tent at the Tented Camp. • Both prizes are all inclusive of meals and safaris at Thula Thula Game Reserve’ The raffle tickets are being sold at R200 (20 USD, 12 GBP, 15 Euros) per ticket and the draw will be done on 31 March 2015. The winning tickets will be notified on 10 April 2015.
The orphanage comprises of a main-house to accommodate the veterinary nurse volunteers and security guards, an office and a meeting room for the local Zulu chiefs, a fully equipped clinic to treat and care for up to twenty injured or orphaned rhinos, and three bomas where the orphans are able to walk around in total security. The rhino rooms will be equipped with webcams so that guests at Thula Thula’s two lodges will be able to observe the rhinos without disturbing them. Rhino horn is now worth more than gold ($90 000/kg) as demand has spiralled out of control in Asian countries (mainly China and Vietnam), where it is wrongly believed that the horn – made of the same substance as fingernails – has powerful healing properties. The slaughter continues with a horrific statistic of one rhino killed every nine hours – despite South Africa having declared war on poachers.
In 2009 Thula Thula Private Game Reserve in Zululand, KwaZuluNatal took in two orphaned baby rhinos called Thabo (4 months old) and Ntombi (8 months old), and hand reared them until they were 18 months old. They were then released into the game reserve, under high surveillance with armed guards who watch over them day and night. They also, in October 2013, had their horns infused as a further measure to protect them.
“I would like to acknowledge the support from the great team who have worked hard at creating this magnificent project - from the architects and builders, to the project managers and consultants. A special thank you is due to Karen Trendler, a legend in rhino conservation, who shared her experience with us in creating this state-of-the-art rhino clinic. And to Yolande Kruger from Be Bold Consulting for offering her help in marketing designs and strategy. We shall be thanking all of our benefactors for their wonderful generosity on a special 'Hall Of Fame' plaque at the orphanage,” says Francoise Malby Anthony, the owner of Thula Thula Exclusive Private Game Reserve. For more information or to purchase a raffle ticket contact: Francoise Malby Anthony at francoise@thula-thula.co.za or Debbie Patten at marketing@thula-thula.co.za or call +27 (0)35 792 8322.
Rhino Poaching Deaths vs Poacher Arrests - Stats for South Africa by Province Year 2010 2011 2012 2013 2014 Deaths vs Arrests Deaths Arrests Deaths Arrests Deaths Arrests Deaths Arrests Deaths Arrests KNP 146 67 252 82 425 73 606 133 672 147 MNP 00 00 06 00 03 00 03 00 01 00 Gauteng 15 10 03 16 01 26 08 10 03 21 Limpopo 52 36 80 34 59 43 114 34 110 60 Mpumalanga 17 16 31 73 28 66 92 00 70 43 North West 57 02 31 21 77 32 87 70 58 14 Eastern Cape 04 07 11 02 07 00 05 26 15 02 Free State 03 00 04 00 00 06 04 07 04 00 KwaZulu-Natal 38 25 34 04 66 20 85 63 84 57 Western Cape 00 02 06 00 02 00 00 00 01 00 Northern Cape 01 00 00 00 00 01 00 00 02 00 TOTAL 333 165 448 232 668 267 1004 343 1020 344 KNP = Kruger National Park, MNP = Mpumalanga National Park. Statistics released by the DEA as at 23 November 2014. Source: www.wessa.org.za
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Incidents of poaching can be reported to the anonymous tip-off lines 0800 205 005, 08600 10111 or Crime-Line on 32211.
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Tourism Tattler Trade Journal
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DESTINATIONS - AFRICA OUTBOUND
IRELAND
The Cliffs of Moher Beauty and natural wonders come as no surprise to Africans, however standing 214 meters at the highest point and stretching for eight kilometers along the Atlantic coast of Ireland are the Cliffs of Moher, which leave any visitor breathless. One of Ireland’s most visited natural attractions, the Cliffs are one of the most outstanding coastal features of Ireland. Located in county Clare and just south of the Village of Doolin and the Burren, the Cliffs ascend to over 700 feet (214 meters) stretching south for nearly five miles (8km) to Hags head. One can see the Aran Islands, Galway Bay, as well as The Twelve Pins and the Maum Turk Mountains to the north in Connemara and Loop Head to the South. The Cliffs of Moher is also home to a large number of nesting seabirds, with it being almost vertical, their sheer drop into the Atlantic Ocean is a haven for the feathered friends. These include the Atlantic Puffin, Razorbuill, Chough and Common Gull, which make this site perfect for the avid bird watcher. Due to the increasing popularity of the Cliffs, a significant upgrading of the walkways and viewing areas took place as well as the provision of a visitor centre incorporating audio visual theatre, exhibition, restaurant and retail areas. Raised viewing platforms were also built along the coast path to facilitate better views. "It is a tremendous asset for the west coast of Ireland to have a tourist attraction of the calibre of the Cliffs and the only attraction in the country outside of the Dublin area to attract such numbers,” says First Citizen of County Clare, Councillor John Crowe, Cathaoirleach of Clare County Council. “The Council’s vision in developing the centre and its continued investment in facilities has greatly enhanced
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the overall visitor experience at what is arguably now the flagship of Irish tourism and one of Europe’s most visited tourist locations,” he continues. And this was proven on the 20th October 2014 when the Cliffs of Moher recorded their one millionth visitor, Rita Shaw, of Niceville, Florida, USA. Katherine Webster, Director of the Cliffs of Moher Visitor Experience said the visitor growth is the result of "a perfect storm of positive factors combining to drive visitor numbers over the one million mark." The Cliffs of Moher’s reputation as a leading tourism landmark has been further enhanced by the site’s inclusion as a finalist in the New 7 Wonders of Nature online global contest. In 2011, the Cliffs of Moher and the Burren region of North Clare were also awarded the prestigious designation of membership of the UNESCO-supported Global Geopark network. The Cliffs of Moher beckon visitors from far and wide to come and experience their beauty and magnitude. For more on the Cliffs of Moher visit www.cliffsofmoher.ie. For more information on Ireland, visit www.ireland.com or contact Tourism Ireland SA on 011 463 1132.
ENVIRONMENT
GREENING
Your Tourism Business The tourism industry is often subjected to fads and fashions, and businesses struggle to keep up with these rapidly changing requirements – often for naught, because customers quickly move on to the next craze. But environmental friendliness is a trend that is here to stay. People around the world have become very aware of environmental issues in the past decade, and many are looking for ways to reduce their impact on the planet and to live a more sustainable, responsible lifestyle, writes Get Smarter They also extend this thinking to their holidays. Eco-conscious tourists seek out destinations and businesses that have “green” practices in place, and even those who are not actively interested in the topic will prefer a sustainable establishment over one that is not. So, going green can have a direct impact on your bottom line, not to mention your reputation as a forward-thinking and responsible business.
Greening a business means putting policies in place that ensure efficient, reduced use of resources (like water, electricity and fuel), sustainable practices, community development, environmental protection and awareness. It is a multifaceted discipline that involves everything from building energy-efficient structures to switching off lights and reducing the frequency that laundry is done.
Many business owners are under the misconception that becoming environmentally friendly incurs many costs and is inconvenient – but a clever greening strategy will result in the opposite effect. Lower resource costs, sourcing local supplies and becoming resource-independent are just some of the benefits.
Here are some green practices you can put in place quickly and cheaply: Reduce your reliance on electricity-guzzling air conditioning by erecting shade netting over windows, adding shutters or planting trees near buildings – these will reduce the heat that comes in. Reduce, reuse, recycle. Reduce the amount of packaging and disposable products you use (don’t print out digital documents, for example), reuse containers and materials (empty jars make great flower vases, herb pots or stationery organisers), and recycle materials that are more energy intensive to manufacture from scratch (glass, wtin and plastic are good candidates). Rethink the way you use transport. If your establishment offers guests transported tours by car, consider whether those could be conducted on foot or bicycle. Your guests may even appreciate being “closer to the ground” and more in touch with their surroundings. Source locally instead of purchasing imported goods. Make the most of the products and services available in the area – this not only results in fresher produce, but also makes your offering more customised and local. Tourists these days appreciate more unique, cultural and local experiences, so this can even become a strong marketing point. Be water wise. South Africa is largely a dry climate and water is a scarce resource. Plant indigenous flora on your grounds, catch rainwater for watering and cleaning, install water-saving shower, toilet and tap attachments, and avoid drinking water in plastic bottles – it’s costly and environmentally unfriendly. Rather provide jugs of fresh water with a slice of cucumber or lemon as a refreshment to guests. Cut down on excess services. Guests don’t change their sheets and towels every day at home, so they don’t need to have these replaced every day. Offer this as an extra service rather than as a basic feature, and explain your reasoning – guests will understand and appreciate that they can make a simple contribution like this. Educate your staff and guests about responsible and sustainable practices. Provide a leaflet to guests about some ways they can help protect the local environment – they will appreciate the information and your initiative. The part-time University of Cape Town Tourism Management short course is presented online throughout South Africa. Contact +27 (0)21 447 7565 or visit www.getsmarter.co.za DECEMBER 2014
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EVENTS
How the right venue can elevate your brand Selecting the right venue for a conference, an event, or an exhibition is important for building, maintaining and protecting the image and brand of the host organisation, writes Nicole Turner. “The venue says something about how organisations view themselves – and how they want to be viewed by their audiences, whether the event is for their own staff or for other stakeholders. If for instance, a company is launching a new product or service that is aimed at the high profile market, the launch venue must compliment the message the organisation intends to convey," says Dr Mati Nyazema, Executive Director of the Sandton Convention Centre (SCC). She suggests that while the venue in itself and the facilities, services, and level of customer service it offers are vitally important to the decision-making process, what must also be taken into account is the location of the venue. For instance, what does the area surrounding the venue offer? Located in the heart of the business hub of South Africa, with a vast array of shopping malls, restaurants, entertainment, parking, and accommodation within easy walking distance, the SCC tends to be an ideal venue for many major events.
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An event that in September this year moved to Sandton Convention Centre because of its changing profile over the years is the Standard Bank Joy of Jazz Festival, which has outgrown its venue in Newtown. “Moving the venue has saved the festival about three weeks of set up and preparation time, which has seen a significant cost saving for the organisers. This is a case of an event that has matured beyond its present venue and a move has enabled a wider array of musical shows to be offered – while also providing easier access to guests from the northern suburbs of Johannesburg.” At the other extreme was the recent hosting at Sandton Convention Centre of the new business-to-business Southern African Funeral Expo in August. The SCC – with its location in South Africa’s business centre and its wide range of facilities and services both at the venue and beyond it – proved to be an ideal venue and the expo was a big success.
A recent new development for the SCC was the phenomenally successful Days of the Dinosaur lifestyle exhibition which attracted over 185 000 visitors over four weeks and offered them an experience “more exciting and moving than visiting a museum”. Contributing significantly to its success, says Nyazema, was the fact that the SCC is in such a family-friendly location, where families could make a day of the outing, taking the Gautrain to Sandton and then exploring the malls and local entertainment offerings after visiting the exhibition. “We were also aware that for the parents of the many thousands of school children who came by bus to visit the exhibition, the SCC was considered a safe and secure environment for the children.”
Nyazema adds that with the growing number of international events held in South Africa, it has become important to ‘sell’ the destination with all its facilities and services together with the venue.
Nyazema adds that the most telling factor for her regarding the success of this exhibition was the fact that the organisers had booked the venue for the next five years before the Days of the Dinosaur was over at SCC.
For more information on Sandton Convention Centre, log on to www.saconvention.co.za, join the Facebook page or follow on Twitter at @SandtonEvents.
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“Johannesburg as a burgeoning and easily accessible world-class city and Sandton as its vibrant business hub are proving to be appealing for international event hosts. We are finding a wider range of events, conferences, and expos are trusting the Sandton Convention Centre with their brands – and we are always prepared to prove to them that they made the right choice,” she says.
EVENTS
Successful year for KZN Conventions
The Durban KwaZulu-Natal Convention Bureau (DBN KZN CB) has facilitated the hosting of 15 events in the Province between January to November 2014. This is a vast improvement against the average of 10 events per annum hosted in the Province prior to the formation of the DBN KZN CB on 01 July 2010, writes Des Langkilde. Over the past year, the Durban KwaZulu-Natal Convention Bureau helped, in collaboration with a range of other stakeholders, to secure the following 15 events for 2014: Indaba 2014; Top Gear 2014; SETE (Sport and Event Tourism Exchange) 2014; Retrovaille 2014; World Youth Chess Championships 2014; World Medical Congress 2014; Association of International Marathons 2014; Sharks International 2014; Port Cities Congress 2014; SAACI Congress 2014; EXSA Congress 2014; Board of Health Care Funders 2014; Beta Bond Corporate (Diverso) Meeting 2014; African Ports Evolution 2014 and Phase 1 of the KZN Industrial Hubs Investment Summit. The cumulative impact of these events was in the order of R0.5bn. Business Tourism is defined as the tourism flow that is generated as a result of meetings, incentive trips, conferences and exhibitions. Globally this sector generates in excess of 36 million trips and R606 billion in revenue. Durban and KwaZulu-Natal generates around R2 billion as a direct result of business tourism. Durban has dramatically improved its International Congress and Convention Association’s (ICCA) ranking and was placed second in Africa, as a business tourism and business events destination in 2013. In 2012, the city was ranked in 157th place, and 173rd in 2011. “What is remarkable about Durban’s 2013 ICCA ranking is the fact that the City managed to outperform Nairobi in terms of these statistics,” says Phillip Sithole, Head of Durban Tourism. “Nairobi is traditionally the second best performing business event destination in terms of ICCA events in Africa, and for us to secure this spot is most rewarding. We know that these types of meetings bring huge financial benefit for the City, and provide an opportunity to showcase all our city has to offer travellers – both business and leisure,” Sithole concludes. So what do convention bureaus do? According to the ICCA definition “Convention Bureaus promote the business tourism potential of a destination… their main purpose is to increase the number of events, conferences and meetings held in the destination; whether a city, a region or a country.” The role of the DBN KZN CB is therefore to identify business tourism opportunities, to assist associations, meeting planners and venues with bidding support, to provide marketing support for specific meetings and to provide product development, accreditation, impact assessment and coordination. Together with the private sector, DBN KZN CB provides support with promotional materials, educational trips and site inspections, supplier information and quotations, social programmes, pre and post tours and incentive packages, assistance with congress bids, destination display and promotion, information kits and welcome packs for delegates, shuttle services and PCO services.
The Durban KwaZulu-Natal Convention Bureau is a partnership initiative of the KwaZulu-Natal Department of Economic Development, Tourism and Environmental Affairs, and Ethekwini Municipality to promote the meeting or business tourism services of the South African province of KwaZulu-Natal and the metropolitan area of Durban, and operates as a special division of Tourism KwaZulu-Natal. “The word Zulu literally means ‘people of heaven’ and this is a word that is known throughout the world. We use this word to make potential tourists aware of the many heavenly attractions of our province and why Durban and KwaZulu-Natal is an ideal meeting venue for conventions, smaller meetings and incentive offerings. "We can use these offerings to provide the overarching distinctive experience which so many conference delegates are now seeking, particularly through pre and post tours to KwaZulu-Natal 8 tourism regions namely the Battlefields; Drakensberg; Durban; Elephant Coast;Pietermaritzburg and Midlands; North Coast; South Coast and Zululand. These experiences are also ideal fro the crafting of unique incentive tour offerings," says the CEO of DBN KZN CB, James Seymour. For more information contact the Durban KwaZulu-Natal Convention Bureau on +27 31 366 7580 or email conventions@durbankzncb.co.za or visit www.durbankzncb.co.za Durban's Moses Mabhida Stadium
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EVENTS
Kenya, December 13, 2014
Second Maasai Olympics Four thousand young Maasai warriors and their elder “fathers,” have banded together to take lion killing out of their culture and replace it with competitive sports, writes Caroline Graham. ▲ Maasai warrior competitors, © Beverly Joubert.
The Maasai Olympics 2014 will be held on 13 December 2014 in the Kimana Wildlife Sanctuary (now renamed the Sidai Oleng Wildlife Sanctuary) at the base of Mt. Kilimanjaro in Kajiado County, Kenya.
The three levels of the Maasai Olympic competitions are: Local: Warriors receive basic sports training in the six events and compete for selection to one of four teams across the Amboseli– Tsavo ecosystem. Each will represent a warrior manyatta (village) that will host in aggregate 4000+ young men during their 12–to–15 years of warriorhood. Competing in 200–meter sprint; 800–meter run; 5,000–meter run; spear throwing (javelin) for distance; Rungu throwing (a Maasai herder’s small wooden weapon to fend off lesser predators) for accuracy, and high jump, Maasai warrior style (a vertical jump from a standing position).
“Once again we are delighted to be supporting the Maasai Olympics as Great Plains Conservation and as founders of the National Geographic Big Cats Initiative. "This time we will be filming it for a National Geographic film. It is heart–warming to know that we are succeeding in drawing commitments from the global community, our donors, and from the Maasai themselves to get behind an effort to convert this very competitive energy we all have away from killing lions to competing in athletics. Last time it was an intoxicating, energetic event with track times that were very competitive in amateur sports, with camaraderie and support to a degree that has never been seen in Maasailand.
Regional: Teams will compete in organized competitions against the other three manyattas of the ecosystem. Ecosystem–wide: The winning manyatta will receive a gold trophy and a prize–winning bull for breeding. The winning athletes will receive medals presented by Olympic 800–meter gold medalist David Rudisha, a former Maasai warrior, substantial cash prizes, scholarships, and two winning runners will compete in the New York Marathon in 2015.
"I understand that the teams have been hard at work in training already and the second Maasai Olympics promise to be extremely exciting this year, not least of which because it is to save lions,” says Dereck Joubert, CEO of Great Plains Conservation. Lion, elephant and wildlife killing is no longer culturally acceptable and failure to follow the path of conservation and reap its economic benefits will result in an unsustainable future of the Maasai people. Their noble way of life, traditional land, and ancient culture will be lost.
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For more information visit: www.maasaiolympics.com ▲
▲
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Maasai warrior competing in the jumping event, © Beverly Joubert.
Great Plains Conservation, through ol Donyo Lodge, is a key partner in the conservation work in Amboseli–Tsavo. and will be donating a percentage of all guest rates to manage projects in the region.
Dereck Joubert with Maasai children, © Beverly Joubert.
EVENTS
KwaZulu-Natal South Coast is rocking with Sunny and Safe season events
From Scottburgh, Umdoni area right to down Port Edward in the South and more to be confirmed in the famed and breathtaking hinterland – the South Coast is offering a splashdown of note. Young and old, adventurous or not, it is time to get that sun lotion on and get in on the fun. When did your clients last have a whale of a time on some of sunny South Africa’s best beaches? Let this be a teaser towards bringing their MICE business down here in 2015 and to encourage provincial and national events to be hosted here. And how to do that? Enjoy over 99 event days during December and January alone. On another note, has a reputation of crime been a deterrent? If so, its’ not going to be a deciding factor any longer. Through an initiative set up by Ugu South Coast Tourism’s CEO Justin Mackrory
and its’ stakeholders, The Sunny and Safe Campaign hinges around the following interpretations of the campaign’s ethos. Comfort, peace of mind and a stress free and relaxed environment. Welcome to the sunny South Coast. These key words are underpinned by local businesses efforts to reduce any form of negative experience that could potentially be deferred through increased awareness and higher collaboration with neighbours, emergency services, the municipality and other tourism bodies. Through a highly pro-active media campaign, local businesses will be supporting this campaign whilst educating visitors’ simultaneously. For more information on the Sunny and Safe campaign, please contact Ugu South Coast Tourism on 039-682 7944 or email marketing@tourismsouthcoast.co.za attention: Nikki Tilley.
www.tourismsouthcoast.co.za DECEMBER 2014
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HOSPITALITY
How to turn your guesthouse into an events location
South Africa's hosting of the 2010 World Soccer Cup left in its wake a range of businesses that sprang up to fill the needs of thousands of tourists brought to the event. Following four years of global economic recession, many business owners have been left with a severely depleted market and resources they no longer have any use for, writes GetSmarter. Guesthouse owners have really taken a hit, as their establishments, set up specifically for 2010, can no longer bring in enough profit to keep afloat. However, with a bit of clever tweaking, you can transform your business into one that will bring in the bucks again. Here are a few tips for turning your guesthouse into a venue for various events. Work with what you have The good news is you already have a lot of what you need. You have the venue, you will most likely have retained some staff, and you have probably begun to develop some good contacts through running your guesthouse. Work on the strengths of your location. If you’re situated in lush natural surroundings, perhaps place an emphasis on weddings or more elaborate events that will be enhanced by the environment. If your guesthouse is situated in the city, focus rather on hosting work functions or parties for young adults. If you’re in a more suburban area, perhaps aim rather for birthday parties and rites of passage, bar mitzvahs, or engagement parties.
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You will most likely have a big dining or lounge area that could be converted into the central events location. Perhaps, if you opened a backpackers, you might already have a dancing area. You might consider doing some serious renovations, such as knocking down a few walls to make some space and cut down the number of individual rooms. Obviously you’ll need to get rid of / store a lot of furniture, such as beds and cupboards. Hopefully you’ll have a kitted-out kitchen, which can function as a catering centre where the food can be prepared or held and waiters can work from, if you hire a catering service. You’d do well to hire an interior designer to feel out the space and help you decide what can stay, and what needs to change. Make plans
Work out what you’ll need
Once you’ve prepared the space, you will need to develop a new business plan, and hire any staff you may need. Do some market research, start gathering contacts in the industry and get a loan from the back if you need to. This is a new venture, and even though you’ve started out with some of the necessary components, you’ll still needed to treat it like a fresh start.
Unfortunately, there will be a lot of work to do before your guesthouse will be able to function as an events venue. The first step is to figure out how the space will have to be reorganised to accommodate your new business.
The part-time University of Cape Town Guest House Management short course is presented online throughout South Africa. Contact +27 (0)21 447 7565 or visit www.getsmarter.co.za for more information about the course.
Tourism Tattler Trade Journal
DECEMBER 2014
LEGAL
RISK
IN TOURISM – PART 5 –
MONEY In Part 1 (page 36 - August issue), I categorised risk into five categories, namely; 1. PEOPLE, 2. MONEY, 3. LAW, 4. SERVICE and 5. ECOLOGY. I will be dealing with the risk profile of each, i.e. broadly speaking the areas of risk that any business is exposed to can been allocated under these five categories. In Part 2, (page 22 - September issue), I covered the category of 'People' under four sub-categories: Staff (discussed in Part 1); Third party service providers (‘TPSP’); and Business Associates. Part 3 (page 24 - October issue), continued with 'PEOPLE' as Customers. Part 4 (page 27 - November issue), started the discussion on the 2nd category, namely 'MONEY' in terms of CASH and CHEQUES. In this issue we look at CREDIT and CREDIT CARDS. CREDIT Rule number 1: Do NOT grant credit! This applies even if the client/ potential client is your best friend and not only because it can ruin a friendship! Rule number 2: If you do grant credit for business reasons/ considerations e.g. it is a good client and you want to retain the business, then make sure that you have a proper, legally compliant credit application form (‘the Form’) – the latter entails/the form should address inter alia the following: • The National Credit Act (NCA) must be addressed with reference to such issues as incidental credit; the number of credit transactions you enter into per annum and your client’s turn-over; • Clients’ potential over-indebtedness; • When entering the name of the party to whom credit may be granted (‘the Applicant’), ensure that the name is the registered name and not the ‘trading as’ name plus registration number; • The entire Form must be completed in full; • The Form must be signed by a duly authorised representative of the Applicant; • The Form must include a Consumer Protection Act (CPA) compliant reference to your Terms and Conditions (T&C). Do NOT start doing business on credit until your finance/credit department has approved the credit and added requirements such as annual limits and/or additional T&C's – until then ALL business should be CASH ONLY!
CREDIT CARDS Although this form of payment is pretty much common practice, it is HIGH risk and you must NEVER let your defences down, take short-cuts or ignore the prescribed and recommended safe guards! Fraud is unfortunately king and the perpetrators are past-masters at outwitting the system and the retailer, always seeming to be one step ahead of the safeguards, and if you are not extremely careful, you will incur substantial (irrecoverable) losses. If you accept this form of payment, you MUST comply with the following: • The requirements of your merchant agreement; • The PCI Security Standards Council rules and regulations (see www. pcisecuritystandards.org); • The IATA rules and regulations; • Your association’s Code of Conduct. You should also implement as many as possible of the following safeguards, many of which are common practice and/or contained in the above and/or recommended by the banks: • Check the client signature with that one the back of the card; • Check for false card indications; • Bear in mind that when the bank authorisation code is obtained it does not mean that there are adequate funds in the card; • Beware when (1) The card holder/payer is not the traveller; (2) It is a abnormally large amount; (3) It is an international journey; (4) It is for multiple passengers/a group; and (5) It is a booking made late on a Friday; • Use a lodge card wherever possible; • Obtain a copy of the card holders identity document. If you use a credit card authorization form it must inter alia: • It must ask all the right questions; • It must always be completed in detail and signed (Refer discussion on credit); • It must incorporate or at least refer to (in a ‘CPA acceptable manner’) your T&C. Disclaimer: This article is intended to provide a brief overview of legal matters pertaining to the travel and tourism industry and is not intended as legal advice. © Adv Louis Nel, 'Louis The Lawyer', December 2014. DECEMBER 2014
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MARKETING
- Fair game? The world is not always fair to women. Although blatantly sexist and unfair in many parts of the world, a woman travelling by herself is considered to be ‘fair game.’ The first rule of thumb then is to know the culture to which you are travelling. If the culture tolerates ‘sexual harassment’ then do everything possible to avoid single travel. Even in highly sensitised countries women should use extra precautions. - Know your security strengths and weaknesses. Never begin to think of any form of security without first doing a clear analysis. Go through your locale and develop lists of what might be a special danger to female guests. While many women are good at spotting danger, it is not their responsibility to know each and every danger spot; instead it is the host community or business that needs to pay extra attention to female security needs.
Protecting the Female Traveller Since the inception of modern tourism women have played a significant role in the development of the world’s largest composite industry, writes Dr Peter Tarlow.
The tourism industry is proud of the fact that as one of the world’s newest industries, women have played a profound role in tourism's success. One only needs to attend a travel industry conference to note that women not only form a significant proportion of those in attendance, but are also often in the majority. Women hold top CEO positions throughout the industry, to the point that no one in the travel industry gives a second thought to a person’s gender. In the world of travel agencies, the great majority are women, and women are often not merely travel agents but also the agencies’ owners. That is not to say that women have not been exploited. Women in most of the developing world often do not have the same genderbias free opportunities as they do in the more developed nations. Gender equality, however is not equally distributed. Thus, while in some countries women have not moved beyond menial tasks in other nations such as Guatemala, Belize, and Tanzania women have made significant progress and are on par with their sisters in the more developed world. In many nations around the world women hold cabinet level positions in tourism and head their nation’s tourism industry. Women not only play a significant role in the travel industry but as more and more women have entered into the work-force, women form an important segment of the travelling public. The term ‘single woman traveller’ does not refer to a woman’s marital status but rather to the fact that she is travelling alone, be that trip for reasons of pleasure or business. Because women are now such an important part of the travel industry, they demand and receive specific travel amenities. Successful travel and tourism businesses, take into account specific female security needs. Here are some ideas to consider for improving the security of your tourism entity or community for the ‘single’ female traveller. 24
Tourism Tattler Trade Journal
DECEMBER 2014
- Educate your staff and then educate some more! Your security is only as good as the people who work not only in security but on the front lines. Take the time to speak with all front line personnel about women’s security issues. Make sure they are sensitive to the special needs of women travelling alone and know how to give good and correct advice. - Use social networks. Seek out networks that serve the travelling woman. Many of these networks can provide up to the minute advice. A quick search of the web provides a wealth of information regarding women’s travel networks. When educating your staff and/or guests about women’s travel safety, consider some of the following points: * At hotels, help female guests to avoid ground-floor rooms. These are the rooms to which it is easiest for a potential attacker to gain access. Instead seek the third or fourth floor, and in sight of the elevator. * Always carry a flashlight. It is amazing how a flashlight may scare off a potential assailant. * If your car breaks down do not stay in it alone. You are safer on foot than locked in a car that cannot move. * A woman should never walk alone on poorly lit paths, close to bushes or in places where you cannot be seen, this rule of security is as valid in the day as it is in the night. * Remember that while all women may be subjected to rape drugs, this is especially true of any woman travelling in a country that is not her own. Be careful whom you drink with, what you drink and into whose vehicle you enter. * Make sure that someone knows who you are, and where you are, and never forget that there are those who see a single woman as a prime candidate for sexual assault. * When travelling abroad, even for purposes of business, dress according to the dictates of the host culture. While it is not fair to victimise a woman due to the way she may choose to dress, the fact is that in some cultures a woman is blamed for being assaulted simply due to the dress code that she chooses to follow. * Watch your purse/bag at all times. Purse-snatchers and other crimes of distraction artists often seek out single women travellers and assume that women are easier targets then are men. Often purse-snatchers prefer crowded areas. Always stay alert in places like bus stations and during street celebrations, where you are likely to be jostled - thieves use these circumstances to grab purses, handbags and briefcases from women travellers. * If someone does snatch your purse, let it go. If it is not a matter of life or death, then you are probably better off simply losing the item. If it is a matter of life and death, scream, run and hit the attacker where it will hurt the most.
About the author: Dr. Peter E. Tarlow is the author of "Tourism Tidbits," a regular newsletter from the USA. To subscribe send an email to ptarlow@tourismandmore.com
TOURISM BRANDING
MARKETING
The hidden power of ritual The priceless power of rituals in travel experiences must be taken into account in marketing, writes Anita Mendiratta. Walking down the busy street in Hanoi, a day of meetings over and a quiet night in the hotel ahead, he slowed his pace to be able to take in the here and now. The distance between the office and hotel was too close for a taxi, and the streets too alive with that wonderful colour and chaos to simply rush past. He also wanted to make sure that he did not leave without fulfilling the one last thing he had on his personal ‘to do’ list. He had to find a local craft shop, he had to find a Buddha. For as long as he had been travelling to Asia, wherever he went, he would take home a Buddha statue. For one of his colleagues, it was cufflinks, that was the preferred collectable. For him it was Buddhas, which was interesting as he wasn’t even a formal follower of the faith. His apartment back home had become home to a collection of Buddhas – bronze, marble, wood, jade, sandstone, large and small, made of materials from all across Asia. Each piece not only brought an artistic richness to his home, it reminded him of where he had been, even if just for a few days, making that time and place more real, giving it personal meaning and connection. It was his ritual, the one thing he did for himself while he was busy doing business for his company. RITUALS We all have them. We all perform them in one way or another, whether we actively recognize them or not. They are more than just habits - repetitive actions done instinctively and often subconsciously. Instead, rituals are moments that add heightened meaning and memory to what could otherwise be a series of seconds that pass unacknowledged. For travellers, people constantly on the move and constantly entering places of change, rituals provide an important rhythm to life in transit. They create a sense of control, of balance, or of connection to a time and place. However defined and however performed, rituals can be powerful influences on who we are, where we are, and what becomes important Rituals are to us.
anticipated, undertaken with care, and celebrated with a simple private smile when complete. They are a part of who we are. And often, they add to the definition of how we live our lives.
A ritual may be as simple as waiting until on the plane, glass of champagne in hand, before leaving an 'out of country on business' voicemail on one’s mobile phone to let callers know to text or email instead of leaving a voice message. The ritual may simply be placing one’s personal reading by the bedside table as soon as entering a new hotel room so that a feeling of 'this is my place' can be created. Or it may be collecting artefacts of a certain theme while travelling. Rituals encourage us to pause, be still, mark the moment, and embed the memory. Importantly, they allow us to connect with a time and place, especially when the ritual is performed not just by us, but on us.
also become an element of competitive differentiation. Rituals embedded in the travel experience offer brands – airlines, hotels, attractions – the ability to make a meaningful, personal connection with travellers. EMBEDDING RITUALS WITHIN THE EXPERIENCE Interestingly, rituals, while an investment in guest experience and brand identity, need not even cost a penny. Simple ceremonies, inspired moments of pause, and even stimulation of a sense, can be all that is required to embed a ritual in the mind and heart of the traveller. Examples of such simple yet impactful rituals include: - Six Senses Sanctuary in Phuket: inviting guests to make a wish and strike a massive, hanging Asian Gong on both arrival and departure from the island, feeling the deep sound and vibrations of the gong as they set the tone for the guest’s wellness visit, and its enduring impact. - Air Tahiti Nui: during flights to Tahiti, the airline distributes tiny white Tiare flower buds, the island nation’s national flower, seeding the scent in the minds and memories of travellers, offering a fragrant embrace of ‘welcome’ to first-time visitors and ‘welcome home’ to those returning… and creating an aromatic connection to Tahiti and her islands wherever in the world that traveller encounters that scent in the future. - Doubletree Hotels: since the 1980s, Doubletree Chocolate Chip Cookies have become a signature part of guest check-in, given to guests warm and deliciously gooey. Offered in more than 200 hotels and resorts worldwide, at present 30,000 cookies are given to guests every day of the week - more than 10,950,000 every year. CREATE YOUR OWN RITUAL When seen as an investment, the value of rituals is priceless. Importantly, each and every destination, property, and attraction in the world has the ability to create a single, signature ritual that can act as a powerful part of the brand’s DNA and delivery. Taking the time and care to identify the right ritual, based on the: - brand proposition; - local culture and conscience; - uniqueness and appropriateness; - guest (motivation for visitation and mindset during the visit, not just demo/geo/psycho make-up); - situation during the visitor experience; and - desired impact is, also, an investment in the business.
RITUALS IN TOURISM
That investment, however, must be maintained for it to be embedded and owned by the brand. Removing the ritual, or simply missing one occasion, can make the traveller feel something is wrong, something is missing, or worst – someone is cost cutting.
Travel and tourism, while an industry reliant on essential hardware – buildings, hotel rooms and facilities, convention centres, airports, aircraft – has become increasingly dependent on the software for customer attraction, retention, and ambassadorship. They
Whatever the act, whatever the item, rituals make lasting connections to places visited, for work or for play. It is not about the product, the price, or the performance – it is about the spirit of the moment and its enduring meaning. DECEMBER 2014
Tourism Tattler Trade Journal
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RESPONSIBLE TOURISM
Green VoiceMap Routes launched in South Africa The City of Cape Town has taken the lead by launching the first Responsible Tourism Green audio-walk on 28 November 2014, writes Councillor Garreth Bloor. Developed by Philip Todres of the Cape Town Green Map and Iain Manley of VoiceMap, the Responsible Tourism Green audio-walk is the first of its kind in Africa. The launch of Responsible Tourism VoiceMap Routes throughout South Africa also marks the international launch of the global platform Green Map System. Cape Town Green Maps is part of the Green Map System global network of more than 800 cities, towns and communities, in more than 60 countries. Green Map System will now be promoting these Green VoiceMap routes worldwide. The first Responsible Green VoiceMap Route is a walk around the Green Point Park. Tourists will be able to discover how a dysfunctional public space was transformed into a vibrant 'people's park.' VoiceMap is a way of telling stories about places. It is a new medium and while all the complicated technology that lives in a smartphone makes it possible, VoiceMap is quite simple to use. It connects a voice to a location to create an experience that is uniquely immersive and intimate. ‘Using this technology, with a smart phone and headphones, tourists will be able to take an informed and fascinating walk around many of Cape Town’s attractions such as the Khayelitsha Mall, Muizenberg to Kalk Bay and Cape Point among many other attractions. A Slave Route Walk is also being planned,’ said the City’s Mayoral Committee Member for Tourism, Events and Economic Development, Councillor Garreth Bloor. The Green Point Park VoiceMap route is available for download on an iPhone from the App Store, by searching for VoiceMap or by visiting bit.ly/voicemap on the iPhone. The Android version is currently under development, and is due for release by the end of the year. "The City of Cape Town also hosted a Responsible Tourism in Cities Conference, to engage the South African tourism industry, key 26
Tourism Tattler Trade Journal
DECEMBER 2014
stakeholders and interested individuals in a stimulating dialogue about moving Responsible Tourism practices into the mainstream. Tourism today is facing a period of growth, but with this exciting development comes some challenges. The reality is that the fast paced expansion of tourism in Cape Town, as well as South Africa as a whole, has often ignored the social, economic and environmental impact on our City and our people," said Councilor Roxanne Hoorn, Portfolio Chairperson for Tourism, Events and Economic Development. Responsible Tourism is an approach to the management of tourism in order to maximiswe economic, social and environmental benefits while minimising the costs to the City of Cape Town and the country as a whole. In short, Responsible Tourism is about making better places for people to live in and better places to visit. In her foreword, the Executive Mayor of Cape Town Patricia de Lille said, "By enhancing our efforts to maintain our status as a top destination and establish ourselves as the events capital of Africa, I am hopeful that we will set priorities, build and establish more relations with various role players and continue to work together in a way that encourages and grows a responsible Cape Town." The common thread running throughout the discussions at the conference is that Cape Town and South Africa must come together and encourage all tourism role-players to adopt the policies of Responsible Tourism. This will help to improve the sustainability of local businesses, increase destination marketing and which ultimately contribute to the sustainability of the city and the country. With the City of Cape Town embracing and following Responsible Tourism principles, local communities are respected and involved in the decision-making process and local resources are used sustainably. In 2015 the City will host the International Responsible Tourism Conference jointly with World Travel Market Africa.
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