Have information handy on how they can course) are a great source of informationpurchase maps on South Africa. If you do if you want to know what is going on innot have printed maps to hand to your your area. Make sure you are an avidguests, use or suggest Google Maps. reader of such resources. Also know where to get the latest magazines and MARKETS newspapers, should a guest be lookingKnow about nearby markets. South Africa to buy one. Know about the availability ofis developing a strong market lifestyle/ international newspapers and websitesculture and markets provide many fun that your guests can log on to get thehours of shopping and hanging out for latest news from their country. There istourists. Visit Fresh Local Markets: a site called Press Reader, where you canwww.freshlocalmarkets.com for different print out a newspaper from a particulartypes of markets in different towns country and leave it at their door.and cities in all nine provinces across www.pressreader.comSouth Africa. PUBLIC HOLIDAYS MUSEUMS & MONUMENTS You need to advise guests about publicKnow all about the significant museums holidays and how it might affect themand monuments so you can tell guests (i.e. the shops or banks might be closed).all about their options in terms of From a heritage point of view, it’s a goodsightseeing. Visit www.southafrica.net idea if you have some background info regarding a public holiday so that you can NATIONAL PARKS explain to guests why, for example, 16There are over 20 fantastic national June (Youth Day) is such an important dayparks in South Africa. Make sure you are in our country.familiar with the parks in your area. Makeit your business to know the entrance RESTAURANTSfees, which animals can be viewed in thepark and what activities are on offer. The You need to make a list of all goodsame goes for nature reserves – know restaurants in your area and constantlythe ones within easy driving distance, and keep this updated. Keep informationknow what the entrance fees are. about the times that kitchens open andSAN Parks: www.sanparks.co.za close so you can inform your guests.KZNparks: www.ezemvelo.co.za Always chat to your guests about howNature reserves: www.nature-reserve.co.za they are going to get to and from the restaurant and offer advice to help NEWSPAPERS & MAGAZINES organise a taxi or transfer. Also, findRead, read, read. Local newspapers out where the nearest halaal, kosher orand magazines (as well as websites, of vegetarian restaurants are. Eat Out magazine: www.eatout.co.za 51
SHOPPING THEATRES Know where to find all the shopping It’s your job to know about the closest malls, shopping centres, markets and theatres, what is showing, and how designer boutiques in your area. Some your guests can get tickets. popular items on guests’ lists include South African products like aloe vera and THEME PARKS rooibos. Make sure you can tell travellers where to find these kinds of products Know the nearest theme park in your and the times at which the relevant area, as travellers (especially those with establishments are open, so you can kids) will want to know. advise travellers accordingly. General uShaka Marine World – Durban shopping hours in South Africa are from www.ushakamarineworld.co.za 9am to 5pm, Monday to Friday. On Gold Reef City – Johannesburg Saturdays, shops in smaller centres close www.goldreefcity.co.za at about 1pm. www.mallguide.co.za. TIPPING SMOKING In South Africa, 10% to 15% added to Smoking laws are quite strict in South the bill is generally acceptable if the Africa, as we were one of the first service has been good. For porters, the countries to ban smoking in public tip is generally about R10 a bag. Taxi places. Find out where your guests can drivers would appreciate a tip, but it’s not have a cigarette on the premises. You essential. At many game lodges, your tip need to know about the smoking and is paid at the end of your stay and pooled non-smoking rooms available in your between all staff members. If your guests establishment and which restaurants have their own car, explain the car guards allow smoking. at shopping centres. SUN PROTECTION TRAINS Advise travellers that the South African In South Africa , you can make a booking sun is harsh and they need to use a good online on luxury trains like Rovos Rail and sun-protection cream when outdoors the Blue Train, and enjoy the spectacular (particularly in the summer months). Advise scenery as you relax in the lap of luxury. wearing a hat and sunglasses. Know where Passenger trains are a popular way of the nearest pharmacy is should they need moving around South Africa. Spoornet’s to purchase some sun cream. Premier Classe (from Pretoria via Johannesburg to Cape Town) and the two ultra-luxury trains, Rovos Rail and the Blue Train, offer exceptional comfort and style.52
TRAVEL CLINICS WI-FI Find out where the local travel clinic is inyour area. Should your guests have any These days, guests like to keep up withmedical requirements for further travels, friends and family back home, so let themthese clinics will be able to assist. know where they can find the nearest place with Wi-Fi. If your establishment VAT does not offer Wi-Fi, make sure that you know about local Wi-Fi hotspots that yourVAT refunds can be claimed at all major guest can use.South African airports by non-residents,foreign passport holders and South WINE African passport holders who permanentlyreside in an expat country and are on a South Africa has some of the finest winestemporary visit to South Africa. Refunds in the world. Learn a little about our winescan only be claimed if VAT was levied by a in order to give guests the inside track.VAT-registered supplier or vendor and the For example, did you know that Pinotagesupplier/vendor issued a VAT invoice. is unique to South Africa? It is also a good idea to know the various wine-related WEATHER PATTERNS tourism activities in your area, such as wine tastings and wine tours. (Also see theYour guests may expect you to be a section on alchohol.)walking weather bulletin as well. Try tobe as polite as you can when they ask forweather predictions and don’t make anyfalse promises. Our weather is great! It’sgenerally warm, dry and sunny.www.weather.co.za WEBSITES The World Wide Web is your greatestfriend in terms of doing your job well.Constantly keep up to date with tourcompanies in your area and nationaloperators. Don’t forget to go towww.southafrica.net, South AfricanTourism’s portal, which is a mine ofinformation. 53
ESSENTIAL CONTACTS TRAVEL & TOURISM BODIES TOURISM Tourism Grading Council of South Africa (TGCSA): www.tourismgrading.co.za South African Tourism: www.southafrica.net Tourism Business Council of South Africa For excellent information on just about (TBCSA): www.tbcsa.travel any aspect of South African life, visit: www.southafrica.info Tourism Marketing Levy South Africa (TOMSA): www.tomsa.co.za REGIONAL TOURISM BOARDS Association of Southern African Travel Mangaung/Bloemfontein Agents (ASATA): www.asata.co.za www.mangaung.co.za/www.dteea.fs.gov.za Board of Airline Representatives Durban of South Africa (BARSA): www.barsa.co.za www.durban.gov.za/www.kzn.org.za Fair Trade in Tourism South Africa (FTTSA): Cape Town www.fairtourismsa.org.za www.capetown.gov.za www.tourismcapetown.co.za Federated Hospitality Association of South Africa (FEDHASA): Johannesburg www.fedhasa.co.za www.joburgtourism.com/ www.joburg.org.za/www.gauteng.net Guest House Accommodation of South Africa (GHASA): www.ghasa.co.za Nelspruit www.mpumalanga.com National Accommodation Association www.mbombela.gov.za of South Africa (NAA): www.naa-sa.co.za Polokwane The Southern African Association for the www.polokwane.org.za Conference Industry (SAACI): www.golimpopo.com www.saaci.co.za Port Elizabeth Southern African Bus Operators Association www.nelsonmandelabay.gov.za (SABOA): www.saboa.co.za ww.ectourism.co.za Southern African Tourism Services Tshwane/Pretoria Association (SATSA): www.satsa.com www.tshwanegove.za www.tshwanetourism.com Southern African Vehicle Rental and Leasing Association (SAVRALA): Rustenburg www.savrala.co.za www.tourismnorthwest.co.za54
PROVINCIAL TOURISM AUTHORITIES, MARKETING MANAGERS AND TRADERELATIONS MANAGERSLIMPOPO KWAZULU-NATALJerry Mamabolo Bongani MthiyaneTitle: Brand Manager Title: General Marketing ManagerTel: 015 293 3600/082 566 4330 Tel: 031 366 7500 Email: [email protected]: [email protected] Rikhotso Tony NkadimengTitle: Trade Relations Manager Title: Regional Manager -Tel: 015 293 3697/082 452 1067 America, Asia & Africa Tel: 031 366 7535Email: [email protected] Email: [email protected] Keith MatthewsTshepo Mokoena Title: Regional Manager -Title: Branding Officer Europe & DomesticTel: 013 759 5494 Tel: 031 366 7523 Email: [email protected]: [email protected] Seleka FREE STATETitle: Trade Relations Manager Khotso TholeTel: 013 759 5347 Title: General Marketing Manager/Email: [email protected] Trade Relations Manager Tel: 051 409 9900/072 982 1421GAUTENG Email: [email protected] KubekaTitle: Marketing Manager NORTH WESTTel: 011 085 2114 Mpho MotshegoaEmail: [email protected] Title: General Marketing Manager Tel: 018 381 7341/ 073 283 9552 Email: [email protected] Maud Sidzumo Title: Trade Relations Manager Tel: 083 381 7341 Email: [email protected] 55
PROVINCIAL TOURISM AUTHORITIES, MARKETING MANAGERS AND TRADE RELATIONS MANAGERS NORTHERN CAPE Dianna Martin Title: Marketing Manager Tel: 071 362 6665 Email: [email protected] Fundi Mtwana Title: Trade Relations Manager Tel: 079 234 8587 Email: [email protected] WESTERN CAPE Judy Lain Title: Chief Marketing Officer Tel: 021 487 8670 Email: [email protected] Jason Bell Title: Trade Relations Manager Tel: 021 487 8625/8630 Email: [email protected] EASTERN CAPE Lavinia Shaw Title: Marketing Manager Tel: 043 705 4400 Email: [email protected] Susan Wilson Title: Trade & Exhibitions Manager Tel: 043 705 4400/079 696 1369 Email: [email protected]
CHAPTER SIXTGCSAIf you really want to make your tourist’s day, follow these pointers on the specific topicsyou should be informed and knowledgeable about, within your industry.
ABOUT Our stars have become the shining TGCSA lights of quality and pride that guide GRADING journeys through our country, setting an unchallengeable benchmark that keeps Tourism Grading Council of the South African tourism flag flying high. South Africa (TGCSA) is the only Joining the TGCSA means being a part officially-recognised, quality- of all this, and becoming a key player in assurance body for tourism building a tourism legacy we can all be products in South Africa. This proud of. means that with our official grading under your belt, you hold THE STARS rock-steady ground in the travel and tourism industry with the Each and every TGCSA star is a mark unique competitive advantage of quality, whether you have one star that comes with our iconic stars. or five. With annual grading, and the help of our business support services, we give you the chance to keep adding stars and aim for that unequalled five- star grading. FOR THE SOUTH AFRICAN ONE STAR: ACCEPTABLE - There is an TOURISM TRADE acceptable basic quality in the overall standard of furnishings, service and When it comes to recognisable guest care. You should also be entitled grading, we really are the one and only. to an adequate breakfast, and soap and bath towels in the bathroom. By spreading our acclaimed graded TWO STARS: GOOD - You’ll find a stars all across our beautiful country we good quality in the overall standard of ensure international visitors and South facilities, furnishings and guest care. African travellers alike are treated to Expect breakfast with at least some hot the most welcoming and memorable food, and hand towels, bath towels and experience in every town, city or soap in the bathrooms. province they choose to explore.58
THREE STARS: VERY GOOD - You should The TGCSA has specific grading criteriareceive a very good quality in the overall for all types of accommodation andstandard of facilities, service and guest conferencing establishments, including:care. You should also be able to orderjust about anything for breakfast. • Game/nature lodges • Formal service accommodation (hotel/lodge)FOUR STARS: EXCELLENT - You can • Guest accommodationexpect an excellent quality of the overall (B&B, country house, guesthouse)standard of facilities, furnishings, serviceand guest care. Enjoy a full breakfast • Self-catering accommodationover an extended period and have the (exclusive and shared purpose)option of being served at your own table.Room service should be available at least • Backpackers and hostelling18 hours a day and all rooms should accommodationhave a work area that includes a desk. • Caravan and camping accommodationFIVE STARS: OUTSTANDING - You will • Meetings, exhibitions and specialfind the most outstanding quality and events (MESE) venuesluxurious accommodation matchingthe best international standard of • Head to our website to find outfurnishings, service and guest care. more about the qualifying criteriaBreakfast is guaranteed to emcompass and minimum requirements forall tastes, be served all day and include your type of establishment.seated and in-room dining. Room servicecan be ordered 24 hours a day. http://www.tourismgrading.co.za/ get-graded/whats-in-it-for-me/grading- criteria-3/[email protected]+27 11 895 3000 @tgcsa Tourism Grading Council of South Africa 59
................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. ................................................................................................................................................................................................................. .................................................................................................................................................................................................................60
CHAPTER SEVENLILIZELAIf you really want to make your tourist’s day, follow these pointers on the specific topicsyou should be informed and knowledgeable about, within your industry.
ABOUT THE best tourism experiences and products LILIZELA in South Africa. You keep us globally AWARDS competitive and you give the industry the encouragement it needs to keep There are businesses in the going further and doing better. tourism sector that showcase South Africa as a truly global FOR THE SOUTH AFRICAN destination. These Awards TOURISM TRADE identify these establishments and rewards them for working Think of the Lilizela Tourism Awards as passionately to deliver a world- our way of encouraging and motivating class product. you to offer the best service, facilities and products that you can. The Lilizela Tourism Awards gives you an opportunity – and a brilliant opportunity at that – to celebrate your excellence, creativity and innovation. TO THE PUBLIC TO THJE It gives us all an opportunity to learn from each other and to strive to turn an There’s nobody more important than already great industry into an industry you… the consumer of products and that’s brilliant. services offered by South Africa’s tourism industry. The Lilizela Tourism Awards gives provincial and national recognition to We need to hear about your experiences establishments and raises their profile so that we can reward the best South both here at home in South Africa and African tourism establishment with a around the world too. The Awards Lilizela Tourism Award. We have created will bring you and your business great platforms and processes to make it publicity and profiling on a number of easy for you to make your voice heard well-supported South African Tourism about our industry. We invite you to platforms. get involved, comment and vote for the For more information, please visit http://www.lilizela.co.za62
CHAPTER EIGHTHOSTING CRISISCOMMSIf you really want to make your tourist’s day, follow these pointers on the specific topicsyou should be informed and knowledgeable about, within your industry.
INTRODUCTION tarnished. This may be the result of any of a number causes, which include, but is not Due to the significance of hosting, it is limited to: crucial that South African Tourism be nimble-footed when it comes to managing a. Criminal activity or a crime communications around any crisis or perpetuated against and/or by a potential crisis that may arise in the delegate, whether during the trip from build-up to and/or during any hosting. the beginning to the end. This also requires the entire team to be efficient and professional. This section is b. Sexual offense or assault perpetuated designed to help the organisation manage against and/or by a delegate; or by communications around any crisis and/or against the host during the trip. situation that may arise during a hosting of either trade or members of the media or c. Ill health caused to a group of people any other stakeholder. due to, for example, bad food or contaminated water. Failure to manage a crisis COULD result in damage to the tourism sector, to the d. Death that occurs during the hosting reputation of South African Tourism due to various reasons including and to the destination generally. The natural causes. Communications teams (both traditional PR and the digital team) are an integral e. A mechanical or technical failure (e.g. part of a crisis management team and a wall or marquee or stage collapsing) will work with all relevant parties and that does or does not cause injury to stakeholders where issues of crime, people. emergency, disaster management and medical emergencies arise. f. A potentially damaging public utterance or statement by the host or CRISES UNPACKED any other SA Tourism representative or various service providers By crisis communications, we mean any encountered during the hosting. situation in which South African Tourism (and by extension, the destination, the g. A negative or damaging media report. country, travel and tourism products, etc.) runs a risk of having its reputation h. Power outages.64 i. Miscommunication in the commencement time or venue of a large public event. j. Delays and closure of airports in case of natural disaster or sudden political unrest. k. An impactful, high-profile and highly publicised country-specific (whether it be political, medical or social) event.
HOW TO HANDLE ACRISIS/POTENTIAL CRISISPlease adhere to the following guidelines in the face of any potential difficulty or a crisisissue that presents itself on a hosting.DO 1. The calmer you stay, the better. 2. Refer all media enquires immediately to the Global Communications team (they are the first point of call). 3. If one team member does not answer your call, try to reach another team member and continue until you are able to reach one of the team members. 4. If you do leave a voicemail message, be sure to give as many details as possible. Don’t forget to leave your own cellphone number so someone can get back to you. 5. Try, wherever possible, to follow up a voicemail message with an SMS or a WhatsApp message. 6. Give contact details (including cellphone numbers) of the Global Communications team to journalists or to anyone who seeks information on a crisis or potentially damaging issue. 7. Alert the digital team of any “activity/conversations” that may be happening on social media regarding the crisis or potential crisis. This will make it easy for them to monitor and manage this accordingly and efficiently.DO NOT 1. Do not give ANY information to a journalist or anyone else. Simply politely state: “I’m sorry. I am unable to answer your question. But I can put you in touch with someone in our Communications team who will be able to assist you accordingly.” Do not say “no comment”. 2. Do not speculate or surmise or promise anything. 3. Do not offer a personal opinion. 4. Do not assume your conversation with a journalist will be “off the record”. 5. Do not comment on, retweet or share any posts about the crisis/potential crisis on ANY social media/digital platform i.e. do not ENGAGE. 65
COMMUNICATIONS TEAMCONTACT DETAILS The organisation’s Global Communications personnel should be the ONLY team consulted to deal with and manage any crisis that may arise. Communications, especially to journalists and/or to the media in general, should be referred to the Global Communications team as soon as possible and without delay. NAME AND DESIGNATION CONTACT NUMBER Darryl Erasmus +27 83 424 2509 CHIEF QUALITY ASSURANCE OFFICER +27 82 552 0979 +27 83 424 2509 *who is also the point of contact for EXCO* including CEO, CMO and COO Thandiwe Mathibela ACTING GLOBAL COMMUNICATIONS MANAGER *who is also the point of contact for EXCO* including CEO, CMO and COO Mpho Mfenyana INTERNAL AND CORPORATE COMMUNICATIONS MANAGER South African Tourism Other Communications team members of the South African Tourism Digital Team NAME AND DESIGNATION CONTACT NUMBER Monde Mateza +27 84 607 5985 REGIONAL COMMUNICATIONS SPECIALIST Dale Jooste +27 78 138 2353 CONTENT EDITOR South African Tourism Once reached, the Global Communications team will follow an internal process including consulting with relevant EXCO members on how the matter will be handled and communicated to both South African Tourism staff and general members of the media.66
................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................... 67
10024059JBWe strive to give hosted guests the best experience when visiting our country. We do tourism.
Search
