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.

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Travelling Mystery Guest

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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

The changing business traveller

Business travellers are no longer just suits carrying briefcases.

E.S. Brits, 2016 – Bloggers, networking events, conferences and face-to-face meetings are the driving forces propelling business travel into a new era.  Recent surveys have found that Millennials are twice as likely to plan and undertake business trips when compared to Baby Boomers. New apps are introduced daily, catering to the unique needs of the corporate traveller, and travel programs now offer everything from expediting the boarding process to assisting travellers in avoiding flight delays.  As travel requirements change and new rules and legislation is implemented, the travel industry should also adapt and grow to account for the increased demand for specific business travel trends and needs.

Technology enables us to be in constant contact with our friends, and family. Between Skype and Google hangouts employees, colleagues and business partners can connect even when they are continents apart. But still, the good old-fashioned face-to-face meeting remains hard to substitute. The face-to-face meeting is however busy changing.

Changing business traveller

Changing business traveller (Image from: Skift.com)

For hotels, guesthouses and other travel destinations, business travellers are a very appealing market. If they want to successfully reach this lucrative market they have to stay ahead of the trends. The new business traveller’s needs have evolved; they are now looking for a temporary home-away-from-home paired with a fast, efficient and seamless experience that will enable them to work on-the-go. This new trend goes hand in hand with the following needs:

  1. Business travellers want a seamless experience through apps

In order to attract the growing market of corporate travellers, accommodation establishments need to make use of multi-screen bookings, allowing travellers to adapt their plans in an instant – to change bookings, book in or out, or even cancel bookings. Even better if the app can also link the traveller to local restaurants and coffee shops, transport, weather forecasts, and for the bleisure travellers, a sight or two to visit while on their trip.

  1. Enable the business traveller to maintain their workflow

When travelling for business, efficiency is key. Companies expect their employees to work, even if it is from a hotel room. Therefore, hotels and other accommodation establishments should offer Wi-fi and charging stations in the room and printing and other business facilities on-site – preferably open after hours. No matter who the traveller, Wi-fi remains an expense that most travellers would want to avoid, giving travel destinations who offer it free of charge a definite competitive advantage.

  1. Consistency

Corporate travellers often prefer to book with accommodation chains and hotel groups with a known brand. Surveys have found that business travellers rated hotel chains as a safer bet when travelling to different countries or locations. But that does not mean that independent hotels should be dismayed. They can compete in this market by making sure their marketing advertises exactly what the traveller can look forward to, and then deliver on that promise. Show off the amenities that will really matter to this group of travellers, e.g. your big rooms equipped with a work desk, displaying the free Wi-fi sign. But make sure all the rooms look like that picture. Remember, consistency builds trust and not delivering what you promised breaks that trust.

  1. Location, location, location

Business travellers prefer to book their accommodation close to key locations, where there are reliable transport and dining facilities in close proximity. Pair this with stable connectivity and facilities that will ensure a workday without frustration and there you have it! Advertise accordingly, emphasising safety, comfort and productivity.

  1. Loyalty and rewards programs

Incentives can be a successful motivator to ensure repeat business and return guests. For a corporation making a booking for their employees’ business trip, incentives that have proven to be effective include a reduced corporate rate for small businesses, loyalty packages for large businesses, and special business services that will ensure continuous workflow.

  1. Keeping everything in one location

Conference facilities, space to have face-to-face meetings, work space for group sessions and breakout rooms are indispensable for any business traveller. Having these facilities in the same location is ideal.

  1. Going cashless

Exact record-keeping is one of the headaches of travelling on the company’s dime. Going digital makes the whole process easier, allowing travellers to pay directly from their mobile devices while saving an exact record of the expense.

  1. Shorter lines and no waiting times

The old saying, “time is money”, rings very true for corporate travellers, who require fast and seamless check-in and check-out experiences. They will look for destinations that go digital, allowing guests to check in and out on their mobile devices and apps, as well as key-less entry to their rooms.

  1. Different is sometimes better

Some business travellers consider the somewhat unconventional accommodation options when going on a corporate trip – anything from bed and breakfasts, self-catering apartments, cabins, lodges and even tree houses! Although the demand for traditional hotel rooms is still high, this growing trend indicates that business travellers are willing to be adventurous and to think out of the box. That means you should too. Accommodation establishments should highlight what makes them unique. Never be afraid to show what else, over and above the business centre and workspace, you offer.

  1. Healthy travellers

The global health trend has extended to the business travel market. Hotels and other accommodation establishments, airports and other business facilities have started to offer new services that focus on the well-being of the traveller. These services include relaxation areas, exercise classes, and juice bars.

Business travel is an ever growing market, and if tapped into successfully, can be very rewarding.

Products from Travelling Mystery Guest

After identifying a gap in the hospitality and tourism industry with regards to customized customer journey evaluations (another, better way of doing mystery guest visits) and customer service, I (Renate de Villiers) decided to start Travelling Mystery Guest – a company that identifies accommodation establishments and restaurants‘ advantages and assisting them in using that as a method of providing customers with the best possible service.

Here are a few of the products Travelling Mystery Guest offers:

TMG Products and Contact details

TMG Products and Contact details

Environmental Responsibility

With Earth Day on the way (22 April), environmental responsibility is the word on everyone’s lips. What are you doing for Earth Day this year?

Earth Day 2014

Earth Day 2014 (Photo by Renate de Villiers)

I’ve been noticing two very distinct behaviours with regards to this topic in the hospitality and tourism industry. It goes both ways. Some accommodation establishments have gone the extra mile to increase awareness about environmental responsibility. Many have created their own vegetable gardens and some have even gone to the length of “farming” on site by adding pigs to the establishment’s environmental cycle. As the kitchen throws out vegetable peels, the pigs eat the peels, they get fat, get slaughtered and eventually guests are served organic food. It’s all very clever.

On the other end, we find hospitality and tourism establishments that have not been educated on the subject of environmental responsibility, or those who are not interested in being educated. This is normally not necessarily due to ignorance, but rather due to the fact that they are scared of not being able to pull it off.

Therefore, TMG has compiled a few tips for kicking off your guesthouse, hotel or restaurant’s environmentally responsible operating system:

  • Try to reduce the amount of printing in the office. Rather use PDF’s to send proof of payments, invoices and quotations to guests and suppliers.
  • Replace all light bulbs with energy saving bulbs – inside and outside.
  • Restaurants can create a very romantic feel at their tables by using the popular solar lights in mason jars these days.
  • Wedding venues can incorporate green wedding packages into their marketing strategy – I can promise you: more and more brides want to get married as green as possible (no pun intended).
  • Replace your old shower heads with new, water saving shower heads.(Try Eco Shower for more information).
  • Get tips and ideas from your guests. Put short questionnaires in the rooms or at their breakfast tables asking them for ideas on how to reduce your footprint on the environment. Also let them take part in your initiatives.
  • Use dishwashers (domestic for smaller establishments and industrial for hotels) to save water while washing dishes.
  • Put up notices in the rooms requesting guests to make sure that all taps are closed properly and ask them to leave their towels in the bath when they want them washed. This will prevent housekeeping from washing towels every day, reducing the amount of water utilised for washing.
  • Add recycling bins in the kitchen and train your staff on what goes into which bin. There is no use in adding the bins but the staff still throws glass bottles into the paper or the plastic bin. Training forms a very important part of the smooth running of any company, including the hospitality and tourism industries.

Have you started your journey in becoming friendlier to the environment yet? Share your experience and tips with us by commenting TMG’s blog posts.

For more tips and ideas for Earth Day, visit our Pinterest board: Ideas for #EarthDay2014.

Happy Earth Day to all!