COLLABORATION, SKILLS DEVELOPMENT, UNIQUE EXPERIENCES – KEY TO CAPE WINELANDS TOURISM GROWTH

11. Lunch enjoyed at Spier by the speakers and delegates (HR) The recent edition of The Business of Wine & Food Tourism Conference saw those operating in the Cape’s wine, food and hospitality industries gather at Spier in Stellenbosch to glean insights from local and international specialists, and engage in informative discussions focused on growing revenue and loyalty for tourism in the Cape Winelands.

 

1. Margi Biggs, convenor of The Business of Wine & Food Tourism Conference 2017 (HR).jpg

Margi Biggs

Now in its second year, the annual conference is convened by seasoned travel and tourism specialist, Margi Biggs.  She believes that travel and tourism can potentially contribute significantly more than it currently does to South Africa’s national GDP.  The World Travel and Tourism Council (WTTC) has calculated that last year, the direct contribution of the travel and tourism sector to the South African economy was worth R127,9bn, accounting for 3% of the country’s GDP.  The indirect contribution was approximately 9%, according to South African Tourism.

 

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Rico Basson

Rico Basson, executive director of Vinpro, the non-profit organisation that represents around 3 500 South African wine producers and cellars, used the example of the Wine Industry Strategic Exercise (WISE) initiative, launched in 2015, to illustrate how collaboration is paramount to unlocking value and stimulating growth.  WISE was developed by the South African wine and brandy industry to help it reach a desirable future state by 2025. Its robust and adaptable approach is geared towards driving profitability, global competitiveness and sustainability. It is a collaborative effort driven by Vinpro, SALBA (South African Liquor Brandowners Association), SAWIS (South African Wine Industry Information and Systems), WOSA (Wines of South Africa) and Winetech (Wine Industry Network of Expertise and Technology). 

Basson mentioned key targets for the industry towards 2025, such as building a greater presence in strategic markets, specifically in the US and Africa; growing Cape wine tourism to increase visitor numbers by 25%; and increasing Cape wine tourism’s annual direct contribution to South Africa’s national GDP from R6 billion to R16 billion. He also highlighted the use of technology and research in continuing to create a sustainable future for the overall industry.

19. Tim Harris, CEO of Wesgro (HR)

Tim Harris

Tim Harris, head of Wesgro, the Western Cape’s trade and investment promotion agency, foresees continued growth potential in tourism for the region. He referenced the Fourth Industrial Revolution, its disruptive effect on all economies, and especially the necessity for Africa to adapt in terms of digital skills development, changing business models and public-private partnerships to advance its ‘Africa rising’ narrative.

 

 

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Linda D’Holt-Hacker

“The Cape Winelands offers a high quality slow product in a world where time is seen as increasingly rare and valuable. The Business of Wine & Food Tourism Conference provides an incredible opportunity to celebrate this,” Harris said.    

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Amanda Kotze-Nhlapo

Representing South African Tourism, Amanda Kotze-Nhlapo explained how the entity is rallying South Africans and the economic sector to fully support tourism growth with the launch of the ‘We Do Tourism’ movement, on 29 September 2017. “Every citizen of South Africa plays a role in local tourism. We are in a crisis if we don’t support tourism. It creates jobs, enriches lives and brings people together.”

 

 

 

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Jerry Mabena

Jerry Mabena, CEO of Thebe Services that owns the Thebe Tourism Group surmised that South African Afropolitans could boost the annual South African economy by more than R2 billion and grow tourism. That is if they are given appealing reasons to travel to the Cape Winelands.  He described Afropolitans as cosmopolitan Africans; global in their outlook, straddling the divide between African and Western cultures, and having the disposable income for travel. Yet they are not really targeted by the local travel and tourism industry.

Mabena suggested that wineries rethink and refocus their marketing efforts, and create events around wine drinking, activated in spaces that Afropolitans can relate to. “Make wine drinking accessible – take away the snob value and mystery but leave some ‘upmarket’ attributes.  Encourage Afropolitans to meet the owners and/or winemakers at cellars – make them feel like they are guests, not just random customers.

“Big events such as the annual Soweto Wine Festival have and continue to play a major part in bringing wine and wine-related experiences into the consideration sets of Afropolitans. Create more of these and combine wine with whisky, cognac and other spirit experiences. Experiences create stories. Polo and wine festivals seem to attract Afropolitans – expand those.”

 

10. Dr Robin Back (HR)

Dr. Robin Back

Dr Robin Back, a South African-born, US-based academic who conducts wine tourism research in both South Africa and the US, shared the findings of his recent research study that looked specifically at the effect of a winery visit on brand loyalty and purchasing behaviour. He explained that the results indicated that winery tourism does in fact have a positive long-term effect on brand loyalty and purchasing behaviour, but that the strongest effect of positive winery visitation appears to be on brand loyalty, which is shown not to diminish over time. He also mentioned the significant role of frequent and continuous communication with those who have visited, to further strengthen the bond between the brand and the consumer. Back added that wine tourism should be incorporated into overall winery marketing plans.

4. Delegates listening to Don Shindle (HR)

Conference delegates learned about the art of impeccable service from Don Shindle, an expert in customer service from Napa, California’s renowned wine tourism epicentre. He explained the importance of expertly and thoroughly trained staff, empowered to act with confidence, in achieving top service standards.  “Everything communicates, so engage your workers and enable them to perform.  Be agile in practices to create loyalty beyond reason, and delivery your brand promise. Teamwork means I am you, and you are me.”

3. Don Shindle general manager of The Westin Verasa Napa (HR)

Don Shindle

Shindle’s thinking was echoed by Linda d’Holt-Hacker of South Africa’s The Touch Company, that assists large and small organisations in developing and fine-tuning outstanding customer journeys and brand experiences. Showcasing a model she calls ‘The Hosting Paradigm’ as a tool for effective decision-making, she also outlined how crucial it is for employees to understand very clearly why they do what they do – in other words, to have a sense of real purpose aligned with the brand they represent. In addition, she shared insights on how to align guest experiences with a brand’s core values, and highlighted the need for a shift in how service staff are perceived and think about themselves. 

 

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Kevin Arnold

Waterford Estate’s Kevin Arnold outlined best practice for winery tasting centres. He believes that wine brands are built in the tasting room and that unique, innovative and personal tasting experiences are paramount to creating memorable value. “At Waterford, we’ve found that we sell more wine and build greater loyalty when offering guests not only a tasting, but an experience such as a vineyard safari where they get to taste our wines outside, in the vineyards. Personalised experiences help us form real connections with our guests. Wine brings them through the door, experience brings them back.” Arnold views visitors as guests, not customers.  He also believes in in-depth training and development of staff, mentorship, building confidence and ensuring that employee aspirations fit with those of the brand.

 

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Kelly Jackson

General manager of Contiki in South Africa, Kelly Jackson, presented ways in which virtual reality could be very effectively used as a strategic marketing tool to bring a product or service to life. She however cautioned against using virtual reality as a gimmick, and suggested that brands use it only if it fits with the experience they aim to promote.

 

 

7. Andrea Robinson, master sommelier for Delta Air Lines (HR)

Andrea Robinson

Meanwhile, world-renowned US lifestyle TV personality, Andrea Robinson, one of only 23 female Master Sommeliers in the world, covered the process of choosing wines for Delta Air Lines and showed how the airline uses its marketing and media properties such as its in-flight magazine and on-board entertainment system to highlight specific wines and wine routes.  She also elaborated on other marketing activities including sponsorships and partnerships, themed wine region promotions in strategically located hubs, and the up-skilling of flight attendants in terms of wine knowledge and service.

 

9. Panel discussion headed by Dr Jaisheila Rajput, Jessica Shepherd, Luke Grant & Joe Stead (HR)

Dr Jaisheila Rajput, founder and CEO of Tomorrow Matters Now (TOMA-Now), an independent consultancy focused on developing the green economy with special emphasis on value chain management and growth, together with Joe Stead of the Spur Corporation and Luke Grant and Jessica Shepherd of The Table at De Meye in Stellenbosch, winner of the Eat Out Sustainability Award in 2016, presented a panel discussion focused on the role hotels, wineries, restaurants and consumers can play in promoting a sustainable future, particularly addressing the issue of food waste management.

 Rajput said that the sustainability movement had already started in South Africa, with clear examples provided by Stead, Grant and Shepherd. Stead mentioned that although waste management is a complex issue, the Spur Corporation has had major successes, from Spur restaurants recycling cooking oil to produce biodiesel, to John Dory outlets eliminating all plastic packaging in a bid to tackle the issue of ocean pollution.   

 

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Wendy Masters

Reputation management and strategic communication specialist Wendy Masters of The Phoenix Partnership, based in Cape Town, educated delegates on the key phases of crisis communication: prepare, respond and recover. She believes that reputation is about delivery, not promise, and described how pro-active approaches to crisis situations could actually strengthen brand reputation, citing the example of The Vineyard Hotel in Newlands, Cape Town.  “When the water shortage crisis in the Western Cape became evident, immediate action was taken to remove plugs from bath tubs and install low-flow shower heads in all guest bathrooms. These efforts clearly demonstrated the hotel’s commitment to sustainability, recognised and applauded by guests and other stakeholders such as local government,” Masters said.  

 

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Hotel Verde

South Africa has many impressive hotels and among them is Hotel Verde. The hotel is situated in Cape Town near the airport and it is South Africa’s greenest Hotel. Hotel Verde has won many prestigious awards and is an inspiration to other South African businesses to go green. Travelling Mystery Guest did a short interview with them to share their story with the hospitality industry.

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“Verde” means green in Italian. Is this where the name, Hotel Verde, originated from? 

It is Mario Delicio, along with his wife Annamarie, who are the owners and directors of Hotel Verde. They are originally from Italy, so this is where the Italian influence comes from, particularly in our restaurant, called Nuovo. It was the Delicio’s daughter, Anika, who came up with the name, Hotel Verde, to pay homage to the family’s Italian heritage and the hotel’s sustainability concepts.

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Hotel Verde opened its doors in 2013 and you have already won a few awards. Was it difficult at the beginning to convince consumers to be more eco-friendly? 

Hotel Verde Cape Town has been designed green – we hold a double LEED platinum certification by the United States Green Building Council, which looks at both design and construction, as well as daily operation and maintenance. A guest’s carbon footprint is reduced simply by staying at our hotel, so it hasn’t been difficult to encourage guests to be Eco-friendly. In most cases the choice to stay with us is already a sustainable decision. If they wish, guests can make their stay even more sustainable by using our energy-generating gym equipment, opting to take the stairs over the elevator, or reusing their bath towels. We also have a guest incentive program that rewards guests for going the extra mile in this way. By making Eco-friendly choices during their stay, guests can earn Verdinos and each Verdino is equivalent to R5, which can be redeemed against purchases at the hotel during their stay.

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Being quite the trendsetter in South-Africa, are you planning to expand? 

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Our parent company, Verde Hotels, offers sustainable hospitality solutions with a turnkey approach. They currently operate within Africa and are developing a resort in Zanzibar, which will open in late 2017. This will be the second hotel under the Verde Hotels brand.

 

 

Was it expensive to start the hotel? Considering all the special equipment that you use?

The green budget of nearly 11% makes it possible that today, Hotel Verde Cape Town can operate the hotel at only 35% of water usage and a 35 % of power usage of a conventional hotel of the same size. It is therefore the best investment in the long term.

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Are you continuously adding new ways to preserve the earth? 

As technology progresses, new and more efficient practices are made possible. We are always on the lookout for improvements at Hotel Verde and continually strive to regularly review daily operations in an effort to go greener. An example would be our approach to the current water crisis in the Cape – we have created additional signage to encourage guests to save water and only refill conferencing water bottles on request, among other implementations. For our brand, the newest example would also be the new Hotel Verde Zanzibar, which in some areas have equipment even more efficient than what was purchased 5 years ago for Hotel Verde Cape Town.

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Who / what was the main inspiration for the start of Verde hotels? 

The Delicio family believes that we all have a responsibility to the planet and should live sustainably; it was this thinking that inspired them to conceptualize not only a hotel, but Africa’s greenest hotel. Each member of the family has had a hand in making Hotel Verde the way we know it today and our staff ensure that our values and sustainable practices work towards staying Africa’s greenest.

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Written by: Alicia Redelinghuys

A special thank you to Taryn Hickson, Marketing and Brand Manager at Hotel Verde, who agreed to the interview.

A Whale of a Trail Run at De Hoop

This is trail running at its best!  

The Whale of a Trail Run at De Hoop, along the Southern Cape coast, takes place this year on Saturday 29 July 2017.

De hoop - Koppie Alleen beach (Custom)

Koppie Alleen Beach 

A mere three hour’s drive from Cape Town along the Southern Cape coast, close to Cape Agulhas, the route takes runners on a 53km journey from the Potberg mountains to Koppie Alleen in the De Hoop Nature Reserve. The first 26km winds through fynbos-covered mountains with spectacular views of the Breede River Valley and then descends to the enchanting Noetsie Bay, turning west and winding along the rocky shores of the Indian Ocean, with a mix of sandy beach and coasteering trails.

De hoop - opstal area yellow flowers (Custom)

De Hoop Opstal 

De Hoop Collection is proud to host the 2017 Merrell Whale of Trail; organised by the Mountain Runner Events, the Merrell Whale of Trail route attracts the kind of participants that enjoy the challenge of a tough trail, as well as the contemplation and solitude that a mountain trail gives; people who genuinely, simply, love being out there – the true adventurers.

Limited to just 175 athletes – the prescribed limit set by Cape Nature since they do not want to put too much pressure on the iconic De Hoop Nature Reserve coastal trail – the Merrell Whale of Trail is “a small race with a big heart”, says Mountain Runner Events organiser Graham Bird, “and one that is a a must-do for anyone who has already tackled the more conventional runs out there. Participants experience a 53km route that is a veritable smorgasbord of mountain and seaside delights – undulating rocky ridges, steep climbs, relentless sandy beaches and flowing fynbos paths and the whales, of course”. 

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Drone photo 

Bang in the middle of the whale season, runners can be excused for thinking they are being chaperoned by the Whales, as scores of the annual migratory Southern Right Whales breach the water, spy hopping and waving their fins at the passers-by; every year from around June the Southern Right whales leave their icy feeding grounds in Antarctica and head for African shores, particularly favouring the De Hoop marine reserve in the Western Cape. The 71 km stretch of coastline ranks as the most important nursery area for Right whales worldwide, where they give birth, nurture their calves and engage in mating and social behavior.

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Whale mother with orphan and calf

Entries: whaleoftrail.co.za and for further information go to www.whaleoftrail.co.za

Book your accommodation at De Hoop now for the Whale of Trail Race Weekend from 28 July to 30 July.

Take advantage of the special winter rates valid until 27 July 2017 and be part of the De Hoop Collection’s 10th Anniversary Year celebrations – you can book a de Hoop Village for as little as R250 per person* for up to six people (*R1 500 per cottage (normal rate R4 770)!

This special is only valid for new bookings made for the period 1 May 2017 to 27 July 2017 and applies to the De Hoop Village units only.  The Village units sleep six guests and consist of 1x double room, 1x twin room, 1x room with bunk beds, a lounge, a fully equipped Kitchen and dining room, bathroom with shower and an outside barbeque/braai area; perfect for the whole family during the school holidays.

Phone 021-422 4522 or email res@dehoopcollection.co.za

 

 

Top 5 Reasons to attend the next World Travel Market

Travelling Mystery Guest recently attended the World Travel Market at the CTICC in Cape Town. Here are our top 5 reasons for attending the next one:

  1. Meeting up with friends from the industry. In an industry that revolves around interaction with people, meeting up with old friends from the industry is one of the biggest gifts! In addition to the blessing of having friends in the industry, they also know other friends in the industry that they can introduce you to and visa versa. That brings us to the next reason for attending:
  2. Networking. These types of events are always ideal for making new contacts, creating leads and strengthening relationships. The Tourism and Hospitality Industry is one of those industries where it is best to meet your clients face to face. We like the human-to-human interaction – that’s why we do what we do. This also makes it easier to contact potential clients afterwards.
  3. Seeing what’s out there. Whether it is new opportunities, huge, scary competition or possibilities for collaboration, you get to see what is out there and you are given the opportunity to talk to different people face to face.
  4. A pool of people to tap into. Tourism and Hospitality professionals from all over the world attend this event and this provides you with a golden opportunity to tap into this pool of professionals if you play your cards right.
  5. Never too old to learn. In an ever changing environment, we all struggle to keep track with the latest technology, trends and tactics. The World Travel Market hosts numerous talks on a variety of subjects and you can sit in and take in as much as you like. We especially enjoyed the talk on the current state of travel blogs, hosted by Keith Jenkins, from Velvet Escape Travel Blog and iAmbassador.

So, be sure to save up for the next World Travel Market – it definitely is worth your travels and your time.

Written by: Renate Engelbrecht

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:

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

Eighty Ate – A new Cape Town favourite

There are not many restaurants out there that understand the makings of a perfect salad. Eighty Ate Restaurant at Cape Town Hollow Boutique Hotel does!

Eighty Ate Restaurant, Cape Town

Eighty Ate Restaurant, Cape Town

I visited this restaurant, across from the Company Gardens in Cape Town, earlier today and could not resist sharing photos and urging all my friends to put it on their Cape Town to-do lists. So now I’m even blogging about it, urging you to put it on your to-do list too!

The menu offers a great variety of out of the ordinary, mindbogglingly mouthwatering meals with specially chosen wines you rarely see in supermarkets.

A fresh, inviting restaurant with stunning flavours and huge potential!

Book your table on 021 423 1260 and see for yourself.