ISSUE 05 | MAY 2016
Inkw enkwe zi PRIVATE GAME RESERVE
IN THIS ISSUE:
• Business • Competition • Events • Hospitality • Legal • Marketing • Safety & Security • Risk
EDITORIAL
.com
IN THIS ISSUE: CONTENTS
ISSUE 05 MAY 2016
THE OFFICIAL TRADE JOURNAL ON AFRICAN TOURISM
PUBLISHER Tourism Tattler (Pty) Ltd. PO Box 891, Umhlanga Rocks, 4320 KwaZulu-Natal, South Africa. Website: www.tourismtattler.com EXECUTIVE EDITOR Des Langkilde Cell: +27 (0)82 374 7260 Fax: +27 (0)86 651 8080 E-mail: editor@tourismtattler.com Skype: tourismtattler
EDITORIAL 04 Accreditation 05 Cover Story
MAGAZINE ADVERTISING
ADVERTISING DIRECTOR Bev Langkilde Cell: +27 (0)71 224 9971 Fax: +27 (0)86 656 3860 E-mail: bev@tourismtattler.com Skype: bevtourismtattler
SUBSCRIPTIONS
http://eepurl.com/bocldD
BACK ISSUES (Click on the covers below). ▼ APR 2016
▼ MAR 2016
▼ FEB 2016
BUSINESS 06 Wage Increases for SA Hospitality Industry 07 Revenue Management - The Key to Hotel Pricing 08 SATSA Market Intelligence Report 09 Tourism Business Index Q1 2016 10 Hotel Chain Growth Soars in Africa COMPETITION 12 Win a Crystal Glass Ice Bucket & set of 6 Champaign Flutes EVENTS 13 Yoga & Wine - The Perfect Pair HOSPITALITY 14 Property Review: Inkwenkwezi Private Game Reserve 18 Property Profile: Nkwichi Lodge, Lake Malawi 20 Property Review: Long Lee Manor, Shamwari LEGAL 24 The Law of Contracts - Part 18
▼ JAN 2016
▼ Dec 2015
▼ Nov 2015
MARKETING 26 Tourism & Migration SAFETY & SECURITY 28 A comparison on Safety Tips RISK 30 Understanding Tourism Trade Insurance - Part 5
▼ Oct 2015
▼ Sep 2015
▼ Aug 2015
TRADE NEWS Visit our website for daily travel trade news or subscribe to our Apple News Feed
EDITORIAL CONTRIBUTORS ▼ Jul 2015
▼ Jun 2015
▼ May 2015
Adv. Louis Nel Des Langkilde Dr. Peter E. Tarlow
Ian van Vuuren Martin Janse van Vuuren
MAGAZINE SPONSORS 03 Inkwenkwezi Game Reserve 25 The Mozambique Collection
36 National Sea Rescue Institute
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.
02 Tourism Tattler Trade Journal MAY 2016
Inkwenkwezi is situated in the malaria free Eastern Cape, only a 30 minute drive from East London at the start of the Wild Coast. Here one can view the magnificent Big Five or the other predators within the boundaries of the reserve. We offer Game Viewing Safaris, Birding, Elephant Interaction Sessions, Elephant Walks, Quad Bike Tours, Walking Trails, Canoeing, Accommodation, Conferences and Weddings. +27 (0)43 734 3234 / www.inkwenkwezi.com pgr@inkwenkwezi.co.za MAY 2016 Tourism Tattler Trade Journal 03
EDITORIAL
ACCREDITATION Official Travel Trade Journal and Media Partner to: The Africa Travel Association (ATA) Tel: +1 212 447 1357 • Email: info@africatravelassociation.org • Website: www.africatravelassociation.org ATA is a division of the Corporate Council on Africa (CCA), and a registered non-profit trade association in the USA, with headquarters in Washington, DC and chapters around the world. ATA is dedicated to promoting travel and tourism to Africa and strengthening intra-Africa partnerships. Established in 1975, ATA provides services to both the public and private sectors of the industry.
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: w 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)
International Institute for Peace through Tourism
Website: www.tourismpartners.org ICTP is a travel and tourism coalition of global destinations committed to Quality Services and Green Growth.
Website: www.iipt.org IIPT is dedicated to fostering tourism initiatives that contribute to international understanding and cooperation.
World Travel Market WTM Africa - Cape Town in April, WTM Latin America - São Paulo in April, and WTM - London in November. WTM is the place to do business.
World Youth Student and Educational (WYSE) Travel Confederation
The Safari Awards Website: www.safariawards.com Safari Award finalists are amongst the top 3% in Africa and the winners are unquestionably the best.
04 Tourism Tattler Trade Journal MAY 2016
Website: www.wysetc.org WYSE is a global not-for-profit membership organisation.
World Luxury Hotel Awards Website: www.luxuryhotelawards.com World Luxury Hotel Awards is an international company that provides award recognition to the best hotels from all over the world.
COVER STORY: The May edition of our front cover features a pair of young Cheetah at Inkwenkwezi Game Reserve.
Read more on Inkwenkwezi Game Reserve in our Property Review on pages 14 to 17. In the Business & Finance section of this edition we look at wage increases for the South African hospitality industry that come into effect on 01 July this year (page 06), we discover why revenue management is the key to hotel pricing (page 07), report on the latest tourism arrival statistics (page 08) and first quarter business performance indicators for South African tourism (page 09), and investigate the phenomenal growth of hotel chain developments in Africa (page 10).
Three cheetah cubs were rescued from a Game Reserve near Port Elizabeth after their mother was killed, and Inkwenkwezi volunteered to adopt them. The cubs were hand reared, and are kept inside an expansive enclosure where guests are able to interact with them under the close supervison of their care takers. Although the cheetah have been habituated to human interaction, the intention is to release them into the reserve. The focus at Inkwenlwezi is to provide educational guided tours and activities to introduce guests to the concept of conservation, its ethic, philosophy, principles, and values. The cheetah are a key component to this focus, and interactions include a pre-talk about their origins, future plans and the plight of cheetahs worldwide to give guests an insight of how fragile and endangered these cats are. Due to Inkwenlwezi’s close proximity the city of East London and the international airport, the game reserve has become a popular venue for weddings and conferences. Contemporary and yet authentically African, the perfectlyappointed venue is an ideal mix of
EDITORIAL
wild beauty and modern comfort. For weddings, a charming open-air gazebo chapel is nestled among gardens and streams while guests witness the matrimonial proceedings seated in the shade provided by an ancient wild fig tree. For conferences and corporate events, the Emthombeni venue offers seating configurations for 120 in cinema style, 90 in classroom style, and 40 in horse-shoe style, while the smaller Lapa venue can seat up to 30.
In the Events section, we discover why Yoga and Wine are the perfect pair (page 13), and feature more property reviews on Nkwitchi Lodge in Mozambique (page 18), and Long Lee Manor in South Africa’s Shamwari Game Reserve (page 20) under the Hospitality section. The Legal section continues the series on Contracts with Part 18 (page 24), while the Safety and Security section analyses how South Africa is communicating safety tips to inbound tourists (page 28), and under Marketing we look at Tourism & Migration (page 26).And finally, our series on Understanding Tourism Insurance continues with Part 5 on page 30. Yours in Tourism, Des Langkilde.
Inkw enkwe zi PRIVATE GAME RESERVE
MAY 2016 Tourism Tattler Trade Journal 05
BUSINESS & FINANCE
WAGE INCREASES
for SA Hospitality Industry Minimum wage increases will come into effect for the South African hospitality industry on the 01st July and will be applicable until the 30th June 2017.
industry, FEDHASA acts as the voice for the sector on relevant industry legislation in an effort to try and maintain a sustainable trading environment. At the DoL hearing, FEDHASA opposed the proposals put forward This was disclosed at the World Travel by the unions’ and instead, lobbied for a Market, part of Africa Travel Week, which geographical differential in minimum wages, took place at the CTICC between the 6th streamlining the current averaging of hours and 8th April, during which the FEDHASA Cape region hosted an industry event where work clause as well as the overtime clause in effort to forge a way forward for both Labour Consultant Leon Traut, updated industry members on current labour issues. employer and employee. The results of the hearing are expected to be published in May. Wage increases are always determined by the Consumer Price Index (CPI) reported by The event ended off with an address from FEDHASA Cape Chairman, Rob Kucera, who stats SA. The latest headline CPI released addressed the issue of seasonality. Aware of by Stats SA is 7%. According to globalthe negative impact that seasonality has on rates.com, when we talk about the rate of inflation in South Africa, this often refers to the tourism industry and on economic growth the rate of inflation based on the consumer in the city of Cape Town and the Western Cape, Kucera encouraged both members price index. The South African CPI shows the change in prices of a standard package and industry players alike, to collaborate and work together in generating new business and of goods and services which South African events for the province and region during the households purchase for consumption. In winter season. order to measure inflation, an assessment is made of how much the CPI has risen “Our summer months fill up for themselves in percentage terms over a given period, but, greater effort needs to be made to compared to the CPI in a preceding period. encourage new business such as events, conferences and incentive programmes to be The current annual minimum wage rate increase for the industry is always based on moved into our winter months,” says Kucera. CPI plus a percentage which has varied over He ended by saying that FEDHASA Cape is rooting for the industry to acquire new the last few years from +1% up to +2%. business in order for everyone in the value For a 45 hour week, the current minimum chain to benefit. wage per month is R3076.98. At a Department of Labour (DoL) hearing earlier this year, unions’ present asked for a CPI +2% annual increase, FEDHASA’s position was an increase in line with CPI. In addition to the unions’ proposed annual increase, additional items such as prescribed night transport compensation, fully compensated maternity leave as well as added annual paid days off for family responsibility leave were raised. As the watchdog for the hospitality
06 Tourism Tattler Trade Journal MAY 2016
About FEDHASA Cape: The Federated Hospitality Association of South Africa (FEDHASA) Cape chapter is recognised and respected by government and all industry role players since 1949 as the prime representative and voice for the South African Hospitality Industry. The association aims to ensure a sustainable and profitable business environment for the Hospitality Industry in the Western Cape and Northern Cape provinces as a private business sector voice. For more info visit www.fedhasa.co.za
The current minimum wage per month of R3076.98 will increase by 9% as from 01 July 2016.
BUSINESS & FINANCE
REVENUE MANAGEMENT By Craig Macdonald
− The Key to Hotel Pricing −
Revenue managers across the globe spend large portions of their days managing rates. They are constantly lowering, raising, and analysing their hotel’s pricing. With the hotel’s bottom line depending heavily on the revenue generated from proper pricing strategies, simply managing rates without looking at the whole picture can unfortunately become a quick go-to scenario. Revenue managers understand the critical need for optimal pricing strategies –after all, their hotel’s livelihood depends on it. However, with constant increase in market pressures and channel complexity, it can be easy to miss the ongoing importance of valuing inventory and using availability controls. When pricing is managed independent of availability controls, the pricing decisions aren’t actually optimal – meaning that revenue is likely being lost.
Dynamic pricing strategies don’t focus on only setting prices; successful dynamic pricing optimizes a hotel’s demand and revenue to maximise total revenue performance. Demand and revenue are the two crucial components a hotel needs to balance because they combine to deliver the strongest revenue performance. About the author: Craig Macdonald is the Sales Manager Africa at IDeaS Revenue Solutions. For any questions on this article, Craig can be contacted at: Craig.Macdonald@ideas.com or call +27 (11) 713 3471 or 082) 389 5335.
This is where the analytics of revenue management technology becomes a critical component in organising and deciphering data to employ an optimal dynamic pricing strategy. Dynamic pricing approaches use three main analytical ingredients to complement one another: demand, inventory and price sensitivity. Demand
Dynamic pricing approaches demand as a function of price. It basically follows the school of thought that if the price increases, the demand will drop and if the price decreases, the demand will be higher. Seems like a pretty simple concept, right? It becomes infinitely more complex when looking at market conditions, competitive dynamics and a myriad of market segments and channels. Analytics help hotels determine the optimal prices to sell, the achievable demand at different price points, and any corresponding revenues that can be attained for each market segment and channel. Inventory Taking maximum advantage of the available inventory is a primary goal that challenges revenue managers. Using analytics allows hotels to determine optimal prices based on not just the demand, but the available inventory (or capacity) in the hotel. Price sensitivity How prices affect guest booking behavior is important in dynamic pricing because it helps hotels offer specific pricing to market segments and optimise total revenue. Low price sensitivity means that changes in price have a relatively small effect on the quantity of the rooms demanded, while high price sensitivity means that changes in price have a relatively large effect on the quantity of rooms demanded.
To maximise overall revenue, hotels will want to determine whether the market segment has low or high sensitivity, and understand the number of rooms those market segments are booking. These analytical ingredients are at the core of dynamic pricing and should be seasoned with the evaluation of additional elements such as: costs, competitors, demand for products and services, and the overall quality of products and services. It is also important to consider the type of organisation that’s being managed − a limited service hotel will generally have a different pricing strategy than a full-service property. The key to successful pricing is combining technology with the human knowledge that revenue managers know firsthand. Using a dynamic pricing approach with a strong analytical base that evaluates demand, inventory and price sensitivity is a proven practice that helps create the right prices for the right customers at the right time. For more information visit www.ideas.com
Subscribe
To to a series of free weekly ‘Hotel Pricing: How-to’ emails to help you take next steps to managing your hotel pricing and you will learn: • How to make the right Pricing decisions quickly • How similar Hotels approach their Pricing • Should competitors influence your Pricing strategy • What drives dynamic hotel Pricing http://drive.ideas.com/IDeaS_Pricing
MAY 2016 Tourism Tattler Trade Journal 07
BUSINESS & FINANCE BUSINESS
Market Intelligence Report
The information below was extracted from data available as at 03 May 2016. By Martin Jansen van Vuuren of Grant Thornton.
ARRIVALS
The latest available data from Statistics South Africa is for January to February 2016*: Current period UK
Change over same period last year
98 544
15.0%
Germany
64 723
21.8%
USA
44 153
15.8%
India
13 414
21.9%
China (incl Hong Kong) Overseas Arrivals
21 776
72.4%
449 610
17.1%
African Arrivals
1 365 212
16.4%
Total Foreign Arrivals
1 816 411
16.5%
Current period
Average Room Occupancy (ARO)
Average Room Rate (ARR)
Revenue Per Available Room (RevPAR)
All Hotels in SA
63.4%
R 1 086
R 688
All 5-star hotels in SA
63.0%
R 1 981
R 1 249
All 4-star hotels in SA
62.6%
R 1 024
R 641
All 3-star hotels in SA
63.4%
R 871
R 552
Change over same period last year All Hotels in SA
1.4%
6.5%
8.0%
All 5-star hotels in SA
1.3%
9.5%
11.0%
All 4-star hotels in SA
2.2%
5.3%
7.6%
All 3-star hotels in SA
-0.2%
6.2%
5.9%
ACSA DATA
The latest available data from ACSA is for March 2016:
Change over same period last year Passengers arriving on International Flights
Passengers arriving on Regional Flights
Passengers arriving on Domestic Flights
OR Tambo International
5.4%
3.2%
11.9%
Cape Town International
4.0%
36.0%
12.0%
King Shaka International
6.2%
N/A
12.5%
CAR RENTAL DATA The latest available data from SAVRALA is for January to June 2015: Current period Industry rental days Industry utilisation Industry Average daily revenue
Change over same period last year
8 139 127
-1%
70.2%
-0.7%
2 498 944 728
1%
WHAT THIS MEANS FOR MY BUSINESS Data from Statistics South Africa indicate the impact of the devaluation of the Rand as foreign arrivals recovered. Tourism enterprises should utilise this windfall to recover previous losses but should not rely on a depreciating currency in order to be competitive. The strong growth of passengers arriving on regional flights to Cape Town can be attributed to the increased use of flights to Cape Town that have a stopover within the region. For example, tourists travelling on Kenya Airways or Ethiopian Airlines via Victoria Falls and other regional destinations to Cape Town. *Note that African Arrivals plus Overseas Arrivals do not add to Total Foreign Arrivals due to the exclusion of unspecified arrivals, which could not be allocated to either African or Overseas.
08 Tourism Tattler Trade Journal MAY 2016
For more information contact Martin at Grant Thornton on +27 (0)21 417 8838 or visit: http://www.gt.co.za
HOTEL STATS
The latest available data from STR Global is for January to December 2015:
BUSINESS & FINANCE
Notwithstanding the rising inflation and slow economic growth, overall business performance levels in South Africa’s travel and tourism sector have remained steady in the first quarter of 2016. This is highlighted in the latest results of the TBCSA Tourism Business Index (“TBI”), published today by the Tourism Business Council of South Africa (“TBCSA”).
Steady Travel and Tourism Business Performance Results For Q1 2016
The report shows that businesses in the sector experienced almost normal business performance levels in Q1, recording an index score of 97.8, slightly below the score of 100, which would indicate normal performance levels. It is important to note that this result is very close to the anticipated index score of 94.6, which was forecasted in the last quarter. Although there was a small decline in performance compared to Q4 2015, businesses in the sector performed closer to normal levels in this quarter, buoyed by strong performance in the accommodation sector. Delving deeper into the two main components that make up the TBI, the report shows that Q1 performance levels came in higher than expected in the accommodation segment at 119.3, compared to the anticipated index score of 100.8. This is one of the strongest performances for this segment, only surpassed previously in Q1 2013. In contrast, the other tourism businesses segment, recorded lower than normal business performance levels, at 81.2, an index score that is below the forecasted score of 89.9. Commenting on the outcomes of the report, TBCSA CEO, Mmatšatši Ramawela, says it is clear from the results that businesses, particularly in other tourism sectors are facing pressures in the operating environment. However, she emphasised that overall the travel and tourism still faired far better than other economic sectors in the first quarter of the year. “This is the second lowest Q1 TBI score recorded since 2011, but when we compare our results with other recognised economic indices in the country, it is quite apparent that travel and tourism remains far more resilient which is very comforting and encouraging”. Read More: Download the TBI Q1 Executive Summary Download the Full TBI Q1 Report Download the latest TBI Fact Sheet
Image courtesy of South African Tourism
Download the TBI Tables and Figures Index
MAY 2016 Tourism Tattler Trade Journal 09
BUSINESS & FINANCE
Morocco
6
4 5
Senegal
Tunisia
Algeria
3
Egypt
10
Nigeria
1
7
6
Angola
2
9
10 Tourism Tattler Trade Journal MAY 2016
South Africa
Ethiopia
Kenya
BUSINESS & FINANCE
HOTEL CHAIN growth soars by 30% in AFRICA The number of planned hotel chain rooms in Africa has soared to 64,000 in 365 hotels, up almost 30% on the previous year, according to new figures from the annual W Hospitality Group Hotel Chain Development Pipeline Survey. The increase is largely down to strong growth in sub-Saharan Africa, which is up 42.1% on 2015 and is significantly outstripping North Africa which achieved only a modest 7.5% pipeline increase this year. A major shake-up in the rankings by country saw Angola, never before listed among the top 10, push Egypt out of second place, due to a major deal there signed by AccorHotels. The W Hospitality Group survey is published ahead of the African Hotel Investment Forum (AHIF), which is organised by Bench Events. The conference attracts all the major international hotel investors in Africa and is being held for the first time in Lomé on 21-22 June. A second AHIF will also take place in Kigali, Rwanda on 4-6 October. Trevor Ward, W Hospitality Group managing director, said: “The evidence from our survey is clear - investors remain confident about the future of the hospitality industry on the continent. Even when pummelled daily by low commodity prices, exchange rate problems, political challenges and poor infrastructure, Africa remains resilient.” The IMF forecast for economic growth in sub-Saharan Africa is for an increase of 4% this year and 4.7% in 2017, up from 3.5% in 2015. Overall this is down on the 5-6% increase enjoyed over the past decade, but it’s still double or more the forecast for the world’s advanced economies, such as Europe, the USA and Japan. Detailed analysis This is the eighth annual pipeline survey, widely recognised as the most authoritative source on hotel industry growth in Africa, particularly in revealing data on international chains signing new deals.
The 2016 survey provides a full picture of hotel development across the continent - 36 hotel chains and 86 brands with more than 64,000 rooms in 365 hotels. In comparison to figures from the inaugural survey in 2009, it’s possible to see how far hotel development in Africa has come. In 2009 there were 19 international and regional hotel chains contributing, with a pipeline of 144 hotels and just under 30,000 rooms. Overall in the 2016 report, it’s Angola that dominates. In July last year, AccorHotels signed with AAA Activos LDA for the management of 50 hotels with around 6,200 rooms. All are under construction and many are ready to open. Across the continent, the north-south divide on hotel development continues. In 2011, the number of pipeline rooms in the five countries of North Africa was about 25 per cent higher than that in sub-Saharan Africa. Today, it is less than half. Trevor Ward explained: “There are two reasons why development activity in North Africa is now somewhat subdued. Firstly, the markets there are more mature and have already seen much development, so there are fewer opportunities for new hotels. Secondly, there is the political turmoil – in Libya, which has seen a 40% drop in the pipeline, and also Egypt, parts of which are experiencing drastic reductions in the number of tourists.” The 2016 survey will be discussed in detail at AHIF in Lomé in June. Matthew Weihs, said: “The 30% increase in the hotel development pipeline is astonishing and clearly demonstrates that Africa still has fantastic potential for further growth.” For more information, visit the AHIF website at www.Africa-Conference.com.
MAY 2016 Tourism Tattler Trade Journal 11
COMPETITION
The winning 'Like' or 'Share' during the month of April 2016 will receive 1x Bormioli Moncayo Crystal Glass Ice Bucket (32oz) with Tongs plus a set of 6 Bormioli Riserva Crystal champagne glasses (20.5cl) with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry.
Wi n
'Like' / 'Share' / 'Connect' with these Social Media icons to win!
Livingston Supply Company
Tourism Tattler
Competition Rules: Only one winner will be selected each month on a random selection draw basis. The prize winner will be notified via social media. The prize will be delivered by the sponsor to the winners postal address within South Africa. Should the winner reside outside of South Africa, delivery charges may be applicable. The prize may not be exchanged for cash. The Moncayo Crystal Glass Ice Bucket has been specifically designed and manufactured for use in a catering environment. The manufacturing process employed renders it safer than ordinary glass and, in addition, tempered glass is also 2.5 times more resilient to thermal shock than ordinary glass. Manufactured from fine crystal glass, the Riserva Crystal Stemware range has an exceptional brilliance due to a perfect balance between the refractive index and density of the crystal glass.
•
Win ne r
Congratulations to our April 2016 Social Media winner
@NambitiReserve
Nambiti is a private game reserve in Kwa-Zulu Natal with the Big Five and a choice of 9 luxurious safari lodges and one tented camp. Nambiti will receive a Dietz Monarch D10 Hurricane Lantern with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry. For more information visit www.livingstonessupplyco.com
12 Tourism Tattler Trade Journal MAY 2016
EVENTS
Yoga & Wine The Perfect Pair
SPIER PROMOTION
We all know that the term ‘wine pairing’ is associated with food; the process of pairing food dishes with different wine cultivars to enhance the dining experience. But did you know that wine and yoga is possibly the perfect pair? In fact, yoga and wine have a lot in common. The former is an ancient physical, mental, and spiritual practice that originated in India over 5000 years ago, while the latter dates back to 6000 BC, and requires as much practice and dedication to discern the subtle nuances and flavours of wine. While the ultimate goal of yoga is self enlightenment through the process of stretching, deep breathing and focussed meditation to reduce anxiety and stress, so too does a glass of wine help to reduce stress by virtue of its alcohol content, which (within limits)
has a calming effect on our central nervous system. In effect alcohol has a naturally sedating effect on the body (unlike the stimulant, caffeine). In addition, red wine can benefit your cardiovascular system by increasing your body’s levels of beneficial (HDL) cholesterol as the skin of red grapes contain resveratrol. And like yoga, which takes time to achieve the full benefit of the discipline, red wine should be sipped very slowly to achieve the benefit of the resveratrol. Both red and white wine have abilities to boost your immune system, and studies have also shown that both types of wine have antibacterial properties against streptococcus. It’s little wonder then that wine estates, such as Spier, have cottoned on to this perfect pairing.
Yoga in the Vines The Spier Wine Farm in Stellenbosch, South Africa is promoting a Yoga In The Vines getaway that offers a 2-Night Wellness Weekend at Spier with yoga master Sharni Quinn. The three days on the wine farm includes accommodation, farm-to-table food, yoga, wine tasting and yoga workshops, and all the benefits of being on a wine farm from just R1700 per person per night from 20 to 22 May 2016. In addition, Spier are running a ‘Winter Slow & Easy’ promotion with up to 25% off your stay. For more information visit www.spier.co.za
MAY 2016 Tourism Tattler Trade Journal 13
PROPERTY REVIEW SOUTH AFRICA - EASTERN CAPE
INKWENKWEZI − Private Game Reserve −
Inkwenkwezi Private Game Reserve, located in South Africa’s malaria-free Eastern Cape Province near East London, is more than just a wildlife sanctuary - it’s an experience! By Des Langkilde Inkwenkwezi (meaning ‘Star’ in isiXhosa) is an eco-tourism experience dream that has been carefully planned and meticulously cultivated by the Stanton brothers, Keith and Graham, for years prior to opening the reserve in November 1999. I visited the reserve while test driving the new VW Combi Tsi (read this review in the June edition), and travelled from Port Elizabeth, approaching the Chintsa turn-off to Inkwenkwezi from the N2 motorway some thirty kilometres North of East London. What is immediately apparent on arrival is that this is no ordinary game reserve - the visual impression can best be described as “original Africa”. By that I mean that one gets the feeling of having arrived in a time warp − to a time when this region of the Eastern Cape was teeming with wildlife, and the biome unspoilt by western agriculture and industrialisation. And that’s exactly what the brothers Stanton set out to achieve when they purchased a small farm near the Kei River and the border to the Wild Coast, and subsequently expanded this parcel of indigenous bush to the 4000 hectare reserve that is Inkwenkwezi today. “We wanted to rehabilitate the land by eradicating alien vegetation and reintroducing wildlife species that were endemic to the area,” said Keith when I finally managed to pin him down for a brief interview. “Our aim has always been to facilitate an experience for guests that embraces the fundamental values of nature: solitude, timelessness, freedom from a world where man is in control, and a place where the sounds and ways of nature prevail.” And that aim has been superbly achieved. But I’m getting ahead of myself back to my arrival. Guests are met at the main lodge reception and after check-in procedures, whisked off by game viewing vehicle to their allocated 14 Tourism Tattler Trade Journal MAY 2016
HOSPITALITY
MAY 2016 Tourism Tattler Trade Journal 15
HOSPITALITY
accommodation, which is either at the Bush Camp or at the Valley Camp, which is where I stayed in a luxury tented suite set within the dense valley bush. After freshening up, your allocated safari guide (in my case the affable and verbose Brandon Young, whose enthusiasm and passion for Inkwenkwezi is infectious), collects you for a game drive transfer to the Sunset Lapa, which is where guests gather for meals and refreshments while overlooking the panoramic views afforded by the elevated venue. Alternately, guests can dine at the Emthombeni Restaurant in the main lodge, which serves both a la carte and buffet spreads. Apparently locals drive from near and far to gorge on their legendary 1.2kg giant hamburgers, which are served on Wednesday nights. Activities Besides the game drives, during which sightings of the reserves Big-5 and over 40 species of plains game, and 276 species of birds are almost guaranteed, there are a lot of other activities and experiences for guests to immerse themselves in. A personal interaction with the reserves three cheetah is a rare and rewarding experience, as is the elephant interaction. These animals are all rescued orphans who have been habituated to humans and react to their caretakers as if they are part of the cheetah coalition or elephant herd. The reserves lions, which include a breeding pride of white lions, are enclosed in 90 hectares of the reserve until such time as the reserves game numbers have sufficiently bred to absorb the hunting impact of these super predators. A unique attribute to Inkwenkwezi is that it is one of the few game reserves in South Africa where guests can also view migrating Southern Right Whales in season and dolphins, as the reserve overlooks the Indian Ocean. So it really is a Big-6 reserve! Additional activities include guided quad bike tours, hiking trails, eco trails (for plant and tree identification - there are six different biomes in the reserve), and canoeing along the Bulura River within the reserve. In terms of Responsible Tourism, Inkwenkwezi creates jobs for over 80 staff members and actively promotes local crafters to provide their wares for the curio shop. Overall, Inkwenkwezi is a truly unique and authentic experience, reminiscent of unspoilt Africa. For more info visit Eastlondon-info.co.za 16 Tourism Tattler Trade Journal MAY 2016
PROPERTY REVIEW
HOSPITALITY SOUTH AFRICA - EASTERN CAPE
MAY 2016 Tourism Tattler Trade Journal 17
HOSPITALITY MOZAMBIQUE
18 Tourism Tattler Trade Journal MAY 2016
PROPERTY PROFILE
A halcyon paradise, hidden in the ancient mountains of Lake Niassa, lies a place so secret, it’s been forgotten in the mists of time! Nkwichi Lodge is located in the north-western corner of Mozambique, on the easter side of Lake Malawi or Lake Niassa (as it’s called on the Mozambican side). Nkwichi offers a touch of Robinson Crusoe. Here guests can savour an unspoilt corner of real Africa and experience how responsible tourism supports local people and their timeless surroundings, besides sugar-white ‘’squeaking’ sands, washed by clear fresh water teeming with tropical fish. Guests can explore the wilderness on foot, with snorkel gear or by dug-out canoe. Guests will also see the difference Manda is making - and by staying at Nkwichi, they become a part of it. Nkwichi has been recognised as a pioneering eco-tourism establishment and has been awarded many accolades, including the most recent Conde Nast Traveller World Saver Award in the ‘Doing it All’ category for small resorts 2012, and a GOLD African Responsible
HOSPITALITY
Tourism Award in 2016. Nkwichi Lodge aims to continue to work hard at pushing the boundaries of responsible tourism and redefining the ultimate experience of a beach safari in Africa. Dedicated to conserving the pristine lakeshore and virgin wilderness in which it operates, Nkwichi engages with the local Nyanja people in their development and helps preserve and enhance their colourful culture. Arriving at this idyllic location by boat one would never know that a luxury lodge is secluded in the tropical bush. The lodge itself and each of the eight chalets have been carefully tucked away in the tree line so that the pristine lakeshore scenery is unspoilt and each chalet is located far enough apart to provide privacy. The chalets are hand-built and sculptured from primordial boulders, with rock pool, outdoor baths, tree-hanging showers, and handcrafted, natural furniture. For more information visit www.nkwichi.com
- The Mozambique Collection About The Mozambique Collection The Mozambique Collection showcases some of the most exciting, unique and intimate destinations, accentuating the variety found in Mozambique, one of Africa’s most incomparable, rapidly developing and beautiful country. The brand brings together a collection of stunning properties working together to promote the destination. The hand picked portfolio of members each has it’s own special attractions and experiences to contribute to the plethora of adventures that the country has to offer. The underlying principle of authentic luxury, in the true sense, resonates with all members – to offer the best possible experiences in idyllic locations, while creating a positive legacy for the local communities and environment in which they operate. For more information visit www.mozambique-collection.org MAY 2016 Tourism Tattler Trade Journal 19
HOSPITALITY SOUTH AFRICA - EASTERN CAPE
GPS: 33.4779째 S, 26.0362째 E
20 Tourism Tattler Trade Journal MAY 2016
PROPERTY REVIEW
Long Lee Manor − Shamwari Game Reserve −
eminicent of a bygone era in South Africa’s colonial past, Long Lee Manor is a meticulously renovated Edwardian era mansion, located in the Shamwari Game Reserve just seventy kilometres from Port Elizabeth, and 23 kilometres from the Addo Elephant National Park in South Africa’s malaria-free Eastern Cape Province. After signing-in at the South entrance access gate to the reserve, Long Lee Manor is a short drive along a well maintained gravel road, which takes an inordinately long time to reach due to frequent game viewing stops along the way. The Manor property is surrounded with a low-slung electrified wire barrier to keep predator species of wildlife at bay, and guests gain access to the cobbled driveway, which is flanked on either side by manicured gardens, through a sensor activated automatic gate leading to an undercover portico at the reception area (tour coaches can disembark passengers alongside the portico). While guests sign-in and sip on welcome fruit cocktails at the reception desk, or browse through the adjacent curio shop, the attentive staff are busy transferring luggage to allocated rooms, and the guests’ vehicle is driven away by the valet to be parked in a secure area behind the Manor house. The room check-in time is 1pm, and guests can enjoy a sumptuous lunch in the dining room before retiring to their rooms to relax before high tea, followed by a game drive. Unfortunately, I checked-in late for my twonight stay on Friday April 29th 2016, but we (my wife Beverley and son Chase) did manage to freshen up in our adjoining rooms before the afternoon game drive. Before I describe the game drive though, the superbly appointed rooms and 5-star amenities bear mentioning. Accommodation There are 15 en-suite rooms and spacious family suites at Long Lee Manor, which can accommodate up to 30 guests at two people per room. The twin beds can be converted into Super King beds, and one the suites is designed for physically impaired guests. The Sidbury Wing is tucked away from the main
manor house. These well-appointed bedrooms are all fitted with air-conditioning and underfloor heating, an electronic safe for storing valuables, fitted international electrical plug adaptors, and either a patio or balcony. An honesty mini-bar counter and fridge, stocked with chocolates, crisps, wine, beer and soft-drinks is provided in each room, as is an espresso machine (the Nespresso Citiz model uses coffee pods that get ‘thrown away’ to a wastebasket within the machine − a very tidy contraption that brews an excellent cuppa, including Rooibos tea, in under 60 seconds). Game Drive The guests preferred tipple or beverage order is taken before each game drive, so there’s no delay in getting the drive underway. And what a drive it is! Traversing the entire 25,000 hectare Shamwari reserve could take days but fortunately, our efficient guide Patrick knows where certain species of wildlife will be found at different times of the day, and besides he is also in continual contact with the other guides. However, Patrick assures us that there will never be more than two game vehicles at any major sighting (unlike the Kruger Park, which is like rush-hour in Jozi). His assurance is soon put to the test as we crest the top of a hill to find a pride of lion lazing away the warm afternoon. Sure enough the second game vehicle only arrived as ours was departing, and we passed a third vehicle waiting its turn as we descended the hill. With an uncanny ability for locating the whereabouts of his wild flock (ably assisted by his two-way radio), Patrick headed to the plains land and riverine forests where he immersed his awe struck passengers into the midst of an elephant herd. I commented on the placidity of the herd and specifically its matriarch, whose maternal instinct know no bounds if she feels that the herds’ calfs are threatened. “The herd is relaxed only because they have been habituated to the sight and smell of our game viewing vehicles. You will have noticed that all the other reserve vehicles used for maintenance and staff shuttle are white, while the game vehicles are green. It’s the main reason that we don’t allow self-drive safari viewing in Shamwari,” says Patrick.
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PROPERTY REVIEW
HOSPITALITY
Safari guide Patrick (surname?) and Beverley Langkilde
Venison Loin with maize cake, glazed baby carrots and asparagus
22 Tourism Tattler Trade Journal MAY 2016
Dark chocolate tart with orange ice cream and vanilla anglaise
PROPERTY REVIEW
HOSPITALITY
As dusk approached and the herd ambled off into the thicket we headed for elevated ground to witness the splendour of an African sunset over Shamwari as Patrick unpacked a selection of snacks and beverages. Cuisine Back at Long Lee Manor, we freshened up and assembled in the dining room for the highlight of any stay-away from home - the food! And we were not disappointed as the culinary standard matches the Manor’s 5-star status. My à la carte choice consisted of traditional South African fare - a Babotie Spring Role for starters, followed by an entrée of Venison Loin served with maize cake, glazed baby carrots and asparagus prepared al dente, and paired with a glass of Ken Forrester Petite Pinotage absolutely delectable! Dessert followed with a dark chocolate tart served with orange ice cream and vanilla anglaise, paired with a Mulderbosch Noble Late Harvest dessert wine. Bev and Chase opted for the beef fillet (tenderloin), which was perfectly prepared to their respective liking. I could fill this review waxing lyrical on the food alone but suffice to say that all meals are ample and of the highest quality. It’s just as well then that the Manor has a fully equipped gym to work off those excess calories. Responsible Tourism During a brief interview, I asked the Head Ranger, Andrew Kearney how Long Lee Manor interacts with the local community. “We draw staff from the communities at Patterson and Alicedale, and provide full training and certification. Your guide Patrick for example started in F&B, moved on to barman, and finally found his passion in game ranging after being certified as a FGASA registered field guide. We also fund numerous projects, such as installing flood lights in Patterson at the communities request. In addition, while we are GreenLeaf accredited, we are in the process of gaining Fair Trade certification,” said Andrew. I also asked about Shamwari’s eco-tourism and conservation policies, but that’s another detailed story, which will have to wait for the next review as I’ve yet to visit the remaining six lodges on Shamwari Game Reserve - these being: Eagles Crag Lodge, Riverdene Family Lodge, Sarili Lodge, Villa Lobengula, Bayete Tented Lodge, and the Explorer Camp. For more information visit the website at www.shamwari.com MAY 2016 Tourism Tattler Trade Journal 23
LEGAL
RISK IN TOURISM THE LAW OF CONTRACTS Enforcing Your Contract: Homework – What To Do Before You Go Ahead - Part 18 HAVE THE REQUISITES BEEN MET (continued) The fifth question is whether performance must be permissible– we’ve discussed it in some detail in an earlier article but let’s revisit some of the key elements and some new ones. What does that mean? It means that the performance envisaged by the parties and provided for in the agreement must be permissible in terms of the current legal regime. The legal regime entails not only the laws that appear on the statute books, be that national legislation issued by parliament, provincial and local government, but also common law and the custom and norms of society. These comprise the following, which in the case of South Africa being such a heterogeneous society, makes it very interesting but at the same time complex for lawyers: • Common law − that is the original legal principles brought here by the Dutch (i.e. Roman-Dutch law) and English settlers. • Originally it means the customs and norms of the society established by such people i.e. CUSTOM: ‘the established pattern of behavior that can be objectively verified within a particular social setting’and NORMS: ‘…are cultural products (including values, customs, and traditions), which represent individuals’ basic knowledge of what others do and think that they should do …. norms are regarded to exist as collective representations of acceptable group conduct as well as individual perceptions of particular group conduct. (Wikipedia.org) • However of late parliament and the courts have taken cognizance of Customary Law of the people who were and are indigenous to this country (i.e. before the arrival of the settlers) which is unwritten; passed on orally from generation to generation’; strongly tied to culture, tradition and the tribe. Under the Constitution, Roman-Dutch and customary/indigenous law are now treated as equal. However if the customary law is in conflict with the Constitution, then the court has to apply the Constitution and the Bill of Rights. The courts are required to apply customary law. Where it may be in conflict with the Constitution, they should develop it in line with the Bill of Rights before finding it unconstitutional. For example in the Shilubane case, where a community wanted a woman to be Chief, the Constitutional Court acknowledged the development of custom of that community and developed the customary law in line with the practices of the community and the requirements of the Constitution. Customary law is used in chief’s or headman’s courts, but these can only deal with certain cases between people who are part of the culture. Also, there may be cases that are excluded, for example, where they affect the status of women and the return of lobola. The representation of women as litigants and as “judges” in these courts is also an issue that the state is considering. (www.Paralegaladvice.org) 24 Tourism Tattler Trade Journal APRIL 2016
SUMMARY: (Click on the MONTH to download the PDF) Part 1 (page 36 AUG 2014), categorised risk into five sections; 1. PEOPLE, 2. MONEY, 3. LAW, 4. SERVICE and 5. ECOLOGY. Part 2, (page 22 SEP 2014), covered PEOPLE under four sub-categories: Staff (discussed in Part 1); Third party service providers (‘TPSP’); and Business Associates. Part 3 (page 24 OCT 2014), continued with PEOPLE as Customers. Part 4 (page 27 NOV 2014), started the discussion on MONEY in terms of CASH and CHEQUES. Part 5 (page 23 DEC 2014), covered CREDIT and CREDIT CARDS. Part 6 (page 25 JAN 2015), started the LAW category with CONTRACTS - an introduction and Requisite #1: Offer & Acceptance. Part 7 (page 18 FEB 2015), continued with Requisite #1 covering telephone enquiries, e-mails, websites and advertising. Part 8 (page 17 MAR 2015), covered Requisites #2: Legally Binding Obligation, and #3: Consensus in contracts. Part 9 (page 20 APR 2015), covered Requisite #4: Performance Must Be Possible. Part 10 (page 31 MAY 2015), covered Requisites #5: Performance Must Be Permissible, and #6: Capacity of the Contracting Parties. Part 11 (page 21 JUN 2015), continued with Requisite #6: Capacity of the Contracting Parties. Part 12 (page 23 JUL 2015), covered Requisite #7 Negotiating a Contract. Part 13 (page 30 AUG 2015), covered Requisite #8 Drafting a Contract. Part 14 (page 30 OcCT2015), covered Requisite #9 Contract Management. Part 15 (page 26 NOV 2015), covered Requisite #10 Enforcing a Contract Part 16 (page 22 DEC 2016), Requisite #10 Enforcing a Contract (continued) Part 17 (page 23 JAN 2016), Requisite #10 Enforcing a Contract (continued)
All businesses are waging an ongoing battle with the collection of monies due to them and bad debts. They stick to the letter of the law, but get nowhere: summonses cannot be served; judgments cannot be executed, etc. As a result “debt collectors” (the “baseball bat and hard hat brigade”) has been resorted to by many a legitimate business. The “contractual” terms of these ‘gentlemen’ may vary from simply requiring the debt collector to collect the amount outstanding for a fee to a requirement that 50% of the debt be paid up front as a deposit. If the creditor wishes to enforce any term of this “contract” e.g. to have his deposit returned because the debt has not been collected, he will not be able to do so. This is because “contracts” of this nature is contra bonos mores i.e. against the goods norms and morals of society. You are not allowed to take the law into your own hands. Accordingly the “contract” will null and void and no rights or liabilities will flow from it. The instructing party has no right to enforce! I have over the years had to assist two aggrieved parties with such contracts and unfortunately had to be the bearer of bad tidings! Likewise a bribery agreement is void per se (Extel Industrial vs Crown Mills – 1999 SCA) and therefore unenforceable, although strange enough in certain international regimes (e.g. Germany until recently), it is not only legal but tax deductible! An agreement designed to mislead creditors (e.g. a marriage of convenience in this case) is immoral and against public policy and thus void ab initio (Maseko v Maseko – 1992 W). As the saying goes (especially in the tax regime), the body adjudicating will look at substance over form. 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', May2016.
The Mozambique Collection Small footprints, real people, exceptional experiences, amazing places ... The Mozambique Collection is a marketing brand that brings together a collection of stunning properties working together to promote the destination. The hand picked portfolio of members each has it’s own special attractions and experiences to contribute to the plethora of adventures that the country has to offer.
The underlying principle of authentic luxury, in the true sense, resonates with all members – to offer the best possible experiences in idyllic locations, while creating a positive legacy for the local communities and environment in which they operate.
www.mozambique-collection.org | info@mozambioque-collection.org MAY 2016 Tourism Tattler Trade Journal 25
MARKETING
TOURISM & MIGRATION By Dr. Peter E. Tarlow
Around the world, immigration and refugees are a hot topic. Europe is locked in a debate as to how to handle the millions of people who seek to migrate there. The US also has a similar debate running through its Presidential election process. This article does not address the issue of immigration and refugees but it does look at how the movements of people impact the tourism industry. Tourism is much more than merely about the movement of people from one place to another. It is also the exchange of cultures and the appreciation of the “other”. Tourism movements are not only about people from one place visiting another place, but often the tourist industry “imports” guest workers. These “people from other lands” provide needed services and often also give a sense of the exotic or internationalization to their host centres of employment. For example, the cruise industry has long sought multinational and multilingual staff. These international employees benefit from a chance to travel the world and provide a special flare and “joie de vivre” to the cruise experience. In other cases, people from one land have provided needed services in another nation and at the same time benefited from wages that may be higher than in their own countries plus the experience of having lived in a foreign land. 26 Tourism Tattler Trade Journal MAY 2016
Unfortunately, due to issues of international crime and terrorism, our ability to travel freely or experience foreign employment opportunities is now being reviewed and in some places is being curtailed. Below are some ideas on how we can maintain an open and hospitable industry while at the same time maintain safety and security standards. Please note that every location has specific needs. The information given below is meant only for the purpose of creative dialogue and does not give place specific recommendations. Please consult with local authorities before taking any specific action.
Develop a knowledgeable tourism police The key word here is knowledgeable. Too few tourism locations have a special tourism police and many of those who do, do not have police who are trained as specialists in both the tourism side and the security side of the equation. Tourism police need to know more than merely how to stop pick-pocketing or deal with crimes of distraction. They need to be experts in everything from cyber security to hotel security, from issues of immigration to issues of legal and illegal employment. Tourism police must also know how to work with other forms of security professionals, especially those who work in private security. These security specialists also need to know marketing. A decision may make security
sense but if that decision destroys businesses, then in the end it will prove to be counter productive. For example, it is essential to know when police should be undercover and when they should be in standard or special uniforms. Tourists tend to spend more money where there is a visible police presence, thus too few police in uniform can be a costly mistake.
Develop a tourism immigration committee This committee should be composed of specialists from law enforcement, from immigration and customs authorities, from the hotel industry and tourism industry, and from the local legislature or government. Make sure that laws match both security and economic needs. Learn from others. Go to tourism security conferences, write to colleagues and learn what did and did not work in the world of tourism security. Then adapt the other locale’s policies to your local needs. Some policies may not be geographically or culturally specific while other may address problems in one locale and not be valid for another locale. A mistake in one location may not be a mistake in another location.
Make immigration procedures thorough Emigration and customs are the first line of defence of any nation. It is essential that those working there are carefully selected, are given the prestige that they are due, and are the right
MARKETING
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Too few tourism locations have a special tourism police and many of those who do, do not have police who are trained as specialists in both the tourism side and the security side of the equation.
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personality types. People who tend to be introverted are less suited for this job than are extroverted people. Chatting and smiling are an essential part of security reconnaissance. Questions should be direct and to the point and accompanied by biometric and psychological profiles. These officials need to remember that they are both the protectors and greeters of tourism. These officials should be both careful and cautious, courteous and thorough.
Step one
Review all entry forms
Ask potential employees direct rather than hypothetical questions.
All too often entry forms either ask questions that make no sense or seem to have been placed there as a form of tourism harassment. Too many forms are hard to see, and almost impossible fill out especially while on a plane. The result is that people provide inaccurate information. It is better to get less information that is accurate than a great deal of inaccurate information. Do not duplicate questions and if the information is not necessary, then eliminate it.
Develop protocols for foreign guests There are two parts to foreign or guest worker programs. The first part is who should be accepted into such a program and the second part is how to we work with these foreign guests once they arrive.
Do not depend on your government to identify problem people.
speech or actions colour the way that you confront a potential threat. Step Two
This means that it is the tourism industry’s responsibility to check everything from social media to reputation.
Make sure that the person is well integrated into the host society and help him fight off loneliness.
A major task of human resources now needs to be finding the right people who are willing to uphold the guest nation’s values and also tourism values.
It is not easy to be a stranger in a strange land. Giving a paycheck is not enough. Make sure that the person has the opportunities to make friends and to experience the joys of his/ her culture.
The more direct the question the better the chance to judge the person not only by his/ her answers but also by the employee’s body language. Do not prejudge people. There are good and bad people in every nation, group, religion and gender. A woman is as capable as a man in being violent. Judge each person on his or her own merits Watch for problems once the person is hired. If something does not feel right examine and question. Use the same criteria that you would in evaluating any other form of work place violence and do not allow politically correct
Create a mentor or buddy program. These programs not only add value to the guest workers experience but stop issues of alienation that may result in tragedies. The better the person is integrated into a host society the lesser the chance that the guest will consider harming his/her host culture. Understand cultures. Often what may seem to be violent in one culture may not be in another culture. Although the foreign guest is obliged to live in accordance with the host society’s rules, cultural norms and law, a good understanding of our guest’s culture may avoid miscommunication and misunderstandings.
About the Author: Dr. Peter E. Tarlow publishes a monthly ‘Tourism Tidbits’ newsletter. He is a founder of the Texas chapter of TTRA, President of T&M, and a popular author and speaker on tourism. Tarlow is a specialist in the areas of sociology of tourism, economic development, tourism safety and security. Tarlow speaks at governors’ and state conferences on tourism and conducts seminars throughout the world. For more information e-mail ptarlow@tourismandmore.com MAY 2016 Tourism Tattler Trade Journal 27
SAFETY & SECURITY
TBCSA INFOSUM #1
TOURISM SECURITY A Comparison on Safety Tips By Ian van Vuuren Project Consultant, Tourism Safety Initiative, Tourism Business Council of South Africa
Like many other tourist destinations in the world, it could be argued that South Africa has some way to go to manage the trade-off between providing information to travellers about safety and security considerations versus the important task of growing tourist numbers into the country. The country’s climate, scenery, infrastructure, its friendly people and a positive exchange rate all contribute to make South Africa a very attractive tourist destination. And with the visa debacle now behind us, there is virtually nothing that stands in the way of increasing tourist arrivals into the country. Or is there? Safety and security is always upheld as our Achilles’ heel, but if that is the case, why is a country like Thailand still welcoming more tourists than South Africa as a tourism destination? Could it be due to amongst other things, the way they deal with matters of safety and security? One possible answer is that it could have to do with how safety and security matters are communicated and integrated into their marketing strategy. In a country like Thailand, despite having a much poorer safety and security record regarding tourist than South Africa, they are expecting 33 million tourists this year, which will be more than double the number to visit South Africa. And in a recent article the Thailand government has vowed to improve the situation, so no attempt is made at hiding the facts. Looking at the selection of South African websites that deal with Tourism Safety (see analysis graphic alongside), and how they communicate regarding matters of safety and security, what lessons can be learned? Firstly, one has to acknowledge that this is but the tip of the iceberg when it comes to tourism safety and security advice. Virtually every hotel and accommodation facility will 28 Tourism Tattler Trade Journal MAY 2016
have some advice or warning mechanism in place, be it electronic, brochures, z-folders, or even verbal warnings. The same also goes for every local municipality, especially within tourism dominated areas. This study therefore does not profess to be exhaustive. There are a number of common themes that run through these safety tips. In most cases they deal with the various places where a tourist may find herself in the “travel value chain”, i.e. at the airport, in the vehicle, on the street, at the accommodation facility, at places of leisure/attraction.
Tourism Safety Initiative
The Tourism Safety Initiative (TSI) website provides information under two different sections − an open area, and a secure portal for clients. In the open area, general alerts and information on fraud prevention is displayed. There is also specific information for travelers and for businesses.
Analysis of South National Department of Tourism
In most cases emergency numbers are provided, and in some cases also a list of embassy numbers. Only in a few instances is information provided on card fraud prevention – this despite the fact that this is one of the major crimes affecting tourists (with ATM scams). A few sites deal with how to positively identify members of the SAPS, by implication suggesting this may be a problem. There is limited information on dealing with safety issues, as opposed to security, i.e. illnesses, malaria, wild animals (granted, this is likely to be in the focus at areas where this may be relevant).
The NDT website lists issues relating to safety and security. Although reasonably comprehensive, there are a number of “don’t’s” or “not’s”, i.e. saying what tourist should not do, rather than what they should.
South African Tourism
In most instances warnings are phrased in a negative manner, i.e. “do not”. In many cases the safety and security information is “hidden” behind other information that markets the destiny. This is understandable, but in some cases navigating to find such information is difficult. Note – this is not a phenomenon unique only to South African tourism authorities/associations. There is, with the exception of the provision of emergency numbers, virtually no advice on how to respond to various types of victimisation. In other words – if you have been a victim of card fraud, follow these steps, or if you had your passport stolen, then these are the steps.
SAT’s recommendations go under the guise of safety precautions and safety advice. In general these tips, albeit short, tend to have a positive message/tone.
SAFETY & SECURITY
WAY FORWARD Through the Tourism Safety Initiative approach of focusing on establishing Public-Private Partnerships, the idea is for the industry to ultimately achieve the following: Developing a common “macro” message that can be replicated at the level of South African Tourism, Tourism Business Council of South Africa, provincial and city levels. From this generic message, more specific messages may be developed by local authorities, tourism product owners and service providers, etc. These messages should in all cases phrase matters, as far as is possible, in a positive
manner, i.e. “do” instead of “do not”. Look at SABRIC as potential best practice. Links would be provided of support of various types on all sites, i.e. emergency responders, trauma councillors, translators, embassies, banks, etc. We will also develop common ways to respond to specific types of emergencies, especially under the categories of violent crime, fraud, extortion, and health and safety. This can be done with simple flow charts. Through the TSI, a facility will be developed with the capabilities of responding to emergency needs of tourist travelling within the boundaries of South Africa as a destination.
These things should be developed in a “fun” manner, i.e. interactive colourful posters that integrate normal tourism information with safety and security information in a seamless manner. In the final analysis, we recognise that what is required here is a joint, integrated strategy on how to handle the communication of safety and security messages horizontally and vertically throughout the tourism spectrum in a fused public and private sector approach. This after all, the long term objectives of the TSI with the support of both the public sector at all levels and the private sector.
African Websites that Deal with Tourism Safety Gauteng Tourism Authority
These tend to mirror the NDT ones to quite a large extent. There is also a great deal of focus on “don’t” and “not”.
Western Cape Tourism
The WC approach is different as they encapsulate the messages in a brochure format. Also a great deal of focus on “don’t” and “not”.
Tourism KwaZulu-Natal
South African Police Services
The KZN information is also displayed in a colourful flyer, with mostly the same information as in the others. In general quite pleasantly phrased and displayed.
Safety information is provided for: the airport; the accommodation facility – quite comprehensive; On the street – quite comprehensive; In the vehicle; On hiking trails; and useful telephone numbers. Generally framed in a positive manner.
Joburg Tourism
SABRIC
Only high level safety advice, as well as emergency numbers. The site itself provides very little and the focus is on marketing the destiny.
The South African Banking Risk Information Centre (SABRIC), although not a tourism entity, does display crime-related information. The difference is of course that SABRIC’s core business is fighting crime. They have however managed to change their phraseology into a positive manger. MAY 2016 Tourism Tattler Trade Journal 29
RISK
UNDERSTANDING
Tourism Trade Insurance - Part 5 Part 1 in this series covered an introduction to insurance, an outline on the EC Directive, the basics of risk management, and financial guarantees. Parts 2 and 3 looked at liability insurance, and Part 4 continued the subject of liability with specific reference to the Road Accident Fund in South Africa.
PERSONAL ACCIDENT INSURANCE To provide some form of reassurance to overseas travel agents and their clients, SATSA recommends that tour operators secure personal accident insurance in addition to their existing passenger liability insurance. Personal accident insurance is a very simple form of cover with a capital benefit or sum insured, which is paid in full in the event of accidental death, and paid on a sliding scale basis depending on the severity of injury in the case of permanent disablement. There is also medical costs insurance cover that is included to be used to cover such costs resulting from the accident. One of the main differences between a personal accident insurance policy and a liability policy is the fact that the personal accident policy is on a no fault basis, which means that it will make payment to an injured person regardless of fault. A liability product will only make payment to an injured person where there is proven legally liability as a result of negligence on the part of the insured operator that resulted in injuries to said person. So logically the personal accident policy will be more costly as it will pay regardless of fault on behalf of the operator. A classic example of this difference would be a situation where an insured operator with six guests in their vehicle is hit by a third party vehicle and three of the passengers are killed. The cause of the accident had nothing to do with the insured operator’s actions as the third party vehicle was solely at fault. With a liability product, nothing would be paid as there was no fault on behalf of the insured, likewise any legal action against the operator would not have been successful for the same reason. In this same situation a personal accident policy would pay out.
TYPES OF INSURANCE The five kinds of insurance that apply to the tourism industry: 1. Financial Guarantee (Insurance Bond) - Refer January 2016 issue. 2. Liability Insurance - Refer Feb, Mar & Apr 2016 issues. 3. Vehicle / Property Insurance 4. Travel Insurance / Medical Rescue 5. Other Business Insurance (Buy & Sell, Key Person, Provident Fund) is one of ever increasing pressure, with demands for quick answers and cost effective solutions. This pressure can lead to errors and omissions, which can and do give rise to claims. Circumstances that give rise to professional liability claims are seldom clear-cut - they often give rise to disputes as to the nature and extent of the responsibility. In cases where you are blameless you may nevertheless be drawn into lengthy disputes, which can be both financially and emotionally draining. Professional Indemnity insurance provides both you and your client with peace of mind and financial protection. DIRECTORS AND OFFICERS LIABILITY INSURANCE Directors and Officers Liability insurance covers damages that may be awarded to a plaintiff in a law suit as well as legal defense costs. The policy may be extended to cover criminal and regulatory investigations and trials. Claims may arise from shareholders, customers, industry regulators or competitors (e.g. unfair business practices). Directors and officers may also be held liable if they breach their duties or contracts to the company, mix personal and business assets or fail to disclose conflicts of interests.
PROFESSIONAL INDEMNITY INSURANCE
3. VEHICLE / PROPERTY INSURANCE
This is another form of liability insurance, which is aimed at professionals who offer advice or provide detailed brochures or itineraries to tourists, such as Travel Agents or Tour Brokers. It provides you with protection in respect of your legal liability arising out of the practice of your profession. This normally arises as the result of negligent acts, errors or omissions.
This is more the kind of insurance that we as individuals are familiar with. Whether a business or an individual the following risks are a reality that has to be accounted for.
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VEHICLE INSURANCE Motor insurance A comprehensive Motor Policy covers a road vehicle for all scenarios relating to any form of accident, as well as in the event of the
RISK
vehicle being burnt out in a fire and of course, the greatest risk of all, theft. Should an accident be your fault and a third party is affected, this would also be covered under such a policy. In terms of Motor Policies, the onus lies with you, as the transport operator, to ensure that you comply with and adhere to, statutory requirements laid down by law (ignorance of the law is no excuse when it comes to litigation). These are: • The vehicle must be roadworthy, of a suitable size (Tare) for carrying the number of passengers and be equipped with basic safety features (seat belts). • The driver must have a Professional Driving Permit (PRDP), which requires that he / she is 21 years of age or older. In addition, it is also important that operators obtain the correct insurance cover for the vehicle itself: namely, that the vehicle is insured for ‘business’ or commercial use rather than under a ‘domestic’ motor policy due to the lower premium costs. This practice can prove to be a false economy in the event of a claim against the motor or third party section as the insurer would repudiate the claim on the basis that the vehicle was being used to carry ‘fare-paying’ passengers, which would therefore be construed as being ‘business use’. TIP: Most policies insure on retail and not replacement value – be sure to check this on your policy. Be sure to also check whose responsibility it is to advise the insurance company of the vehicle’s annual depreciation – it could be yours or the brokers. Motor Policies may be broken up and it is possible that only sections of the complete cover can be purchased. Motor Accident cover Your vehicle is involved in a road accident, either with another vehicle or with a stationary object or maybe just due to a loss of control. Providing that you are sufficiently covered, as per the value of your vehicle, the damages sustained to your vehicle would be paid for, subject to the deduction of an excess or first amount payable, as per your policy directive. If your vehicle has to be towed this too would be covered under this section of the policy. You would also be covered in the event that the driver was not yourself but another legal authorised party. Motor Third Party cover If, after the accident, it is ascertained that the accident was your fault and you have caused damage to another vehicle and a garden
wall for instance, these further damages would also be covered under your policy. Often the blame of an accident is subject to dispute and the insurance companies of each party have to fight it out, and in extreme cases this can go to court. Conversely where the accident was not your fault at all, you or your insurance company would claim from the guilty party’s third party cover in order to cover your expenses. Where complications arise is when the guilty party is not insured at all and that is when either you or your insurance party may have to resort to claiming the money from him or her in a court of law. Motor Fire cover This relates mostly to the occurrence of your vehicle being burnt out. Your car could obviously be burnt out as a result of an accident. This will also cover you in the event that your car is parked in somebody else’s garage which burned down, although the first recourse here would be that person’s home owner’s insurance, but if that did not cover you then your own fire policy would. Motor Theft cover As the scourge of our region, this cover is very relevant. This cover is in the event of your vehicle being stolen. However, great caution needs to be taken here as each insurance company has different requirements. The value of the vehicle, the nature of your alarm system and where the vehicle was stolen, would all be taken into account. Remember that it is important that you declare the value of your vehicle correctly or else you will only be paid up to the value that you are covered for and not maybe what your vehicle is worth. In many instances Insurers require an anti-theft or tracking device be fitted in order to obtain cover. Marine insurance Marine insurance policies offer comprehensive insurance on vessels’ hulls, motors, furnishings and fittings and all associated equipment on any marine vessel. Passenger liability clauses held under Marine policies are normally specific to this class of insurance. In other words, your passenger liability policy held under a Motor policy will not cover passenger risks for your boat as well. Aviation insurance As with Marine, aviation policies provide cover for an aircrafts fuselage, motors, furnishings and fittings and all associated equipment. Passenger liability clauses held under Aviation policies are specific to this class of insurance. This article will be be continued in the June 2016 edition of the Tourism Tattler, and will explain Property insurance - Ed.
Get the Tourism Insurance Directive booklet DOWNLOAD (PDF - 4.4MB)
www.tourismtattler.co.za/downloads/SATSA-Insurance-Directive-2015-Digital.pdf
PRINTED COPY
Collect at SATSA’s offices: 3rd Floor, Petrob House, 343 Surrey Avenue, Ferndale, Johannesburg or email communications@satsa.co.za (Note that a nominal fee will be charged for admin, postage or courier costs)
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