You’re Invited

Join us for breakfast at the Park Inn by Radisson Cape Town (Foreshore) for a Breakfast Briefing in collaboration with HVS Consulting and Guy Stehlik from BON Hotels.

We will be discussing the benefits of understanding your guest, considering the customer journey as part of the process of creating revenue.

Some more info on Travelling Mystery Guest‘s workshop on Customer Journey Mapping:

Catering for different ages

Travelling is not limited to age, anyone who wants to travel are free to do so. But different ages have different habits when travelling and different reasons for visiting certain places. Travelling Mystery Guest takes you through the decades to see what various age groups look for in their travel experience.

  1. In your 20’s:

In your twenties, you don’t really know much of the world. When travelling, it will be a whole new experience for you. You don’t really have anything to compare this experience with, so it will put you completely out of your comfort zone, which is ultimately the best way to learn the lessons of life.

Younger people also have the time to dwell abroad; they might even look for job opportunities and decide to settle in a foreign country, because they don’t have a job at home tying them down. With today’s economy, many young adults research job opportunities abroad.

Millennials often travel solo with the goal of meeting new people. This can lead to a long period of travelling where they continue to visit new places with the friends they meet at each new destination. They usually don’t have family responsibilities yet, which gives them the freedom to travel for a longer time.

  1. In your 30’s:

They will mostly be settled with a job and a steady income, making their travelling time shorter, but their trips more affordable and luxurious.

This age group includes a lot of newlyweds on their honeymoon or young couples exploring the world together. They will probably stay at more exclusive hotels and would have some plans of what they would like to explore.

This age group might have more to compare their current experience with. Unlike those in their 20’s, they might be more interested in cultural experiences than clubs.

They may also be travelling with small children, adapting their accommodation and entertainment plans according to the kids.

  1. In your 40’s:

They do thorough planning and their knowledge of travelling is a lot better. They make an effort to have a comfortable stay and more convenient transport options.

They might have more spending money and they will pay more to have a memorable experience. Travelling for work is also quite common in this age group, as well as family trips.

There are also a few travellers in this age group who believe they are getting old, so they will still plan some extreme and adventurous holidays, while it is still physically possible.

  1. In your 50’s:

They might choose destinations with a rich and exotic culture. They have the money and mostly the time to a take a long holiday to experience things they have planned thoroughly.

A frequent occurrence is that their children live abroad and they are visiting, which can also be for a long period of time at once.

Family holidays are still present in this age group, the children being older and often paying for themselves. People in their 50’s are usually quite knowledgeable about travelling and would guide their children in possible activities.

Destinations must find ways to cater for all the different age groups. This will not only keep customers happy, but it will also enlarge your customer segment, which eventually will increase profits.

Written by: Alicia Redelinghuys

Different types of Tourists

In the hospitality industry, you will be introduced to a lot of different people. As tourists, they become your customers. Certain businesses cater for certain types of tourists. Travelling Mystery Guest helps you to identity the different tourist types, which assists you in understanding the requirements.

  1. Incentive tourists:

This group includes people who didn’t initially plan on visiting your destination For example, a worker has accomplished his sales target and he is rewarded with a dinner for two. Since they had no intention of coming to you, they won’t particularly have a set expectation. This is a good opportunity to wow a customer. These people view this rewards as inspiration to work harder, and therefore it could be a good idea to build customer loyalty by adding a personal sentiment to their experience. Example: a bottle of wine with a personalized congratulations message.

  1. Business tourists:

These people travel purely for business reasons. If you manage an accommodation service and you want to lure business travelers, providing them with conference rooms is probably the best way. Bring their work place to where they are staying rather than being dependent on meeting facilities near you to bring in customers. When you have facilities available, offer them everything they may need. Water and juice in the room, lunch at a specific time and any other service they might require. These people are not specifically there to enjoy luxury but they don’t want to struggle while they are busy working. Try and provide as much as possible, especially transport and internet services.

  1. Leisure tourists:

This group is on holiday purely for relaxation and luxury. When accommodating some of these travelers, it would be a golden opportunity to up sell all the services your business provides. If you don’t have a spa or relaxation facilities, be sure to equip these visitors with enough information of where they can find them. Don’t fuss around these customers, but be sure to provide them with everything they might need. It would be good to offer them something extra, for example, drinks served by the pool.

  1. Sport or recreation tourist:

These tourists either take part in sports or they are there to watch sports. When you are aware of a sports event near you and the customers have informed you that they will be attending, it could be a good opportunity to provide some extra services. They might be returning at a late hour or leaving early in the morning. Ask them if they have any special preferences, for example food at a certain time. Also try to take part in their experience by wishing them luck or saying you hope they enjoy the event.

  1. Special Interest Tourist

This group is visiting because of a certain passion. It will be good to stay informed about events near your destination and interests in your location. For example, people who are staying at your lodge during a bird watching trip. This tourist type often plans their travelling very well, so you might be informed about their activities before they arrive. Always accommodate their arrival time and the reason they are visiting. As with sport tourists, you can take part in their trip by asking about their experience.

Written by: Alicia Redelinghuys 

Resources:

The different types of tourists in tourism industry, online, accessed 10/02/2017, also available at www.hotelresortinsider.com

 

PACKAGES FOR 2017

packages

Travelling Mystery Guest

Travelling Mystery Guest has launched a few exciting packages for tourism and hospitality destinations in South Africa. These packages combine a few of the company’s popular services, like Customer Journey Evaluations, Workshops and Destination Marketing Photography to provide our clients with even more value for money.

Bookings for 2017 are already open. Contact us today for more information or to book us for a visit at your destination.

Have a look at the packages below:

PACKAGE 1
CUSTOMER JOURNEY EVALUATION & VISUAL CONTENT SHOOT

This package includes both a Customer Journey Evaluation (mystery guest visit with customized quality assessments, complete and constructive feedback and measurement) and a one hour photo shoot for your destination, of which the images are available to your destination for website and social media content.
R2250.00 for Restaurants
R2750.00 for Accommodation Establishments

Terms and Conditions Apply.

PACKAGE 2
VISUAL CONTENT SHOOT, BLOG REVIEW & PHOTO BLOG FEATURE

This package includes one hour’s photo shoot of your destination’s physical aspects and experiences, as well as a review on Travelling Mystery Guest’s blog and a photo blog on Travelling Mystery Guest‘s photo blog, TMG Photos.
R1000.00 for Restaurants
R1250.00 for Accommodation establishments

Terms and Conditions Apply.

PACKAGE 3
HOST A WORKSHOP AND ATTEND FOR FREE

Host one of Travelling Mystery Guest‘s full-day workshops of R950.00 per delegate at your venue for a minimum of 10 pax and have one employee attend the workshop for FREE. Delegates may be from your own destination, sister companies and/or other destinations. Workshop marketing and gaining delegates will be both Travelling Mystery Guest and the venue’s responsibility and the package agreement will not be binding until a minimum of 10 delegates (including 1 delegate attending for FREE) have been confirmed. Food and beverage costs are not included in the price per delegate.
Terms and Conditions Apply.

*Travel, accommodation, F&B and other customer experiences, i.e. spa treatments and safaris are not included in the package price.

nuusbrief-image

Travelling Mystery Guest

Travel Trends for 2017

I love watching things change in the travel and hospitality industries. Never a dull moment. Whether it is decor trends that change, or the plating of food, every year has some new, evolving trends that either shock us or surprise us. Wall colours, ways of travel, types of accommodation preferences, types of travellers and their expectations…here is what is being predicted for 2017:

Travel experiences

Travel experiences (Image cred: pixabay.com)

  1. EXPERIENCE. More and more travel experts say that travellers want experiences with some kind of purpose, especially when it comes to wellness and cultural education. Travellers want to have digital detox options and they want to experience different indigenous cultures. When I say experience, I mean travellers really want to experience certain things like working on farms, taking lessons from local artists and trying out local cuisines.
  2. CONSERVATION. Another trend that is growing quite quickly, is the trend of travelling with the purpose of conservation. Conservation of not only the planet, but also cultures, wildlife and more.
  3. MORE DESTINATIONS IN ONE TRIP. Travellers don’t go to one destination and stay there for two weeks anymore. Instead, they make the most of their time away from home and fit in as many destinations and experiences as possible. In South Africa, this is a huge trend as travellers want to see, for example, Cape Town and the Kruger National Park all in one trip.
  4. EXPERIENCE DRIVEN TOURS. Tour operators say that travel to Africa is booming. Travellers now want the true African Safari experience and less luxurious spa experiences. Things like walking safaris, canoe trails and fly camping should do the trick. Experience driven tours that encourage travellers to move at a slower pace while on holiday are a must in your planning for 2017 if you want to “wow” your customers.
  5. COMBINATION TRIPS. “High-low” safaris are also becoming very trendy in the travel industry, where travellers rough it with walking trails or canoeing and then end off their trip with a few days at a luxury lodge. Combination trips are definitely something to look into. Gosh PR also mentioned this at the THINC Africa Conference, hosted by HVS earlier this year, where they explained that UK travellers want something from both worlds in one trip. With South Africa having so many stunning beaches, we need to tap into this travel market, providing tours that combine safaris and beach holidays to travellers from around the world.
  6. LIVING ROOM-LIKE SPACES. With regards to decor, hotels have living room-like spaces to look forward to – moving away from the traditional front desk.
  7. CULTURE INSPIRED DESIGNS. Culture-centered designs where there is not much difference visible from the indoor spaces to the outdoor spaces is not necessarily a new trend, but it has increased in popularity.
  8. BOHEMIAN FOR BUDGET. Bohemian simplicity has become a popular design trend to follow, especially for budget hotels, with high-touch furnishings, but simple, environmental finishes.

References:

http://www.greenspot.travel

http://www.hotelnewsnow.com

http://www.travelweekly.com

http://www.goshpr.co.uk

Learn from 2016’s mistakes

As the year draws to a close, it is time that we take a step back and reflect on not only our achievements, but also our failures. Like Harold J. Smith once said:

“More people would learn from their mistakes if they weren’t so busy denying them.”

The Pepper Tree Restaurant

The Pepper Tree Restaurant

The reason for our reflection is not to carry our mistakes with us, but rather to use them as stepping stones towards achieving bigger heights in  2017. Therefore, we’ve made a list of the general shortcomings in South Africa’s hospitality industry, hoping that it might be a guide to improvement in the year to come:

Restaurants:

  • Communication is one of the most basic, yet most neglected service standards when it comes to South African restaurants. I’m not talking about “hello” and “goodbye”; I’m talking about keeping your guests informed, looking them in the eye and serving with confidence. Communication is not just a language. It’s a way of doing. It’s not only verbal, but also non-verbal. Your body language often says more than your words.
  • Up-selling is non-existent in most South African restaurants. Managers may argue and say that they don’t want to bombard guests with too much information and they don’t want waiters faffing around the guests all the time. I say your waiters are not your only up-selling tool. Yes, they are a great up-selling tool and with the right technique and confidence, they could probably increase your sales with at least 10% per seating just by convincing guests to order an additional item on the menu. But, there are other methods too. Need some tips? Let us help you to work out an up-selling technique for your restaurant with our workshop on up-selling professionally. Contact us for more information on 082 336 1562 / enquire@travellingmystery.co.za

Accommodation establishments:

  • In 3 to 4-star establishments, the customer service levels are often not up to standard in most of the departments. From receptionists that are not available at the reception desk, to porters who don’t show, to room service timing and delivery, to the cleanliness of the in-house gym, to the availability of amenities. Systems and standard operating procedures need to be put in place and need to be adhered to at all times to ensure that the customer journey runs smoothly.
  • Maintenance is a touchy subject, yet so very important. A preventative maintenance plan needs to be in place and needs to be kept up to date at all times. Once an establishment has let this slip for 6 months or more, the maintenance costs escalate at a very fast pace, which means other business aspects will need to be neglected in order to fix this.
  • Health and safety is almost never the fun part of running an accommodation establishment, but it is crucial. Even though fire extinguisher and emergency exit signs are not necessarily aesthetically appealing, it is important to put them up. The problem comes in where establishments put them up in places where they are not really visible to the guests, which completely defeats the purpose. Guests need to be able to see these signs in case of an emergency.
  • Following up does not happen very often. It often seems as if there is a general agreement that when a guest has checked out, all is well with the world. Still, following up with guests, asking about their stay, inviting them to come again, is the actual final part of the guest’s visit. Not the departure. This forms part of the post-stay phase in the customer’s journey, hence, it is just as important as the pre-stay and the visit. Following up makes a guest feel cared for and will make them want to return (if the stay was pleasant). Don’t neglect the post-stay phase of the customer journey. It’s like up-selling for the guest’s next trip.

These are only a few of the things we’ve noticed in 2016. Use it, don’t use it. Just remember:

“A mistake repeated more than once, is a decision.” -Paulo Coelho

Avondale Wines at Marble Restaurant

It’s not every day that you get to eat lunch at Marble Restaurant in Rosebank, let alone in the company of whom I believe is one of South Africa’s top proprietors in the wine industry.

I was invited to join Johnathan Grieve from Avondale Wines, along with a two other journalists, for what he calls a vertical tasting of Avondale‘s white wine range, Cyclus, paired with a delicious lunch at Marble Restaurant. It’s not the norm for the travel editor of BELLA Magazine to enjoy the food editor’s perks, but this time I got lucky.

Finding Marble Restaurant if you’re a first time visitor, might be challenging as the signage for this high in the sky restaurant (literally) is quite small and almost unnoticeable among parallel parked cars, construction barriers and cones around the Trumpet on Keyes building where the restaurant resides. But, once I entered Marble, on the third floor, my frustration with the concrete jungle was immediately exchanged with awe – what I saw was an almost 180 degree city view and, even though in daytime the view was quite hazy, I can only imagine what it must be at night. Jo’burg truly is the City of Gold.

Marble struck me as a high end restaurant with posh, carefully thought through interiors and a top quality dining experience. The staff are well trained and professional and shares Avondale Wines‘ sentiment for elegance. Chef David Higgs‘ menu is rich in a variety of South Africa‘s finest cuisine: Blackened Octopus with crushed paprika potato, candied lemon and squid ink dressing; Rib Eye Steak with burnt end beans and mature cheddar, homemade pickle, smoked pepper and chipotle sauce and Lamb Cutlets with chimmi churri, crisp potato skins and lemon labneh. Need I say more?

Avondale Wines, a family run wine farm between Paarl and Franschhoek, is known for its unique wine farming techniques. They call themselves slow-wine makers and make handcrafted, organic wines that surprise you with multidimensional flavours. These wines are different. The white wines are only released two years after production, which may cause it to loose the original fruity flavours, but gives it time to develop and age into absolute elegance.

Avondale makes use of ancient, original farming techniques and have mastered the art of focusing their farming on rhythms, energy and homeopathic remedies. Their wines, which are not only unique, but also top quality in my opinion, resembles their utmost respect and symbiotic relationship with nature.

Fabar Restaurant, Avondale Wines‘ latest venture, will open its doors on 19 October 2016. Be sure to pop in whenever you are in the area.