Destinations need to think out of the box

Highlight what makes you unique and tap into travellers’ expectations.

We recently wrote about business travellers and the growing trend of them looking for destinations that are unconventional and adventurous. Yes, the standard hotel room is still number one on the list for business travellers, but this is mainly because they know they will get what they expect. Hotel groups normally also make this easier, as they have a standard room types, which provide guests with exactly the same whether it is in South Africa or London.

With the bleisure travel trend becoming more and more popular, the demand for more adventurous and unique accommodation options will also increase. This means that destinations will need to start thinking out of the box and tap into travellers’ expectations, which is ever changing and could be quite challenging, yet very exciting!

Out of the box thinking. (Image from: writerswin.com)

Out of the box thinking. (Image from: writerswin.com)

This does not only apply to business travellers, but also leisure travellers. Destinations need to figure out what makes them unique and use that as a selling point. Unique selling points is what gives destinations their competitive advantage. What is yours?

How to identify your unique selling point:

If you are uncertain about what makes your destination stand out from the rest or if you are looking for a way to stand out from the crowd, ask yourself these questions:

  • Does my destination offer something different to the destinations in the area?
  • Can we incorporate educational tourism or voluntourism or something similar in our destination?
  • Does my destination cater for a niche group of travellers, i.e. business travellers, travellers with kids, adventure travellers, etc.?
  • Is there a way to incorporate certain activities for travellers at our destination, i.e. yoga classes, meeting rooms, conference facilities, water sports, expeditions, etc.?

These can be guidelines to see where your destination is able to create its own unique selling points, eventually letting the destination evolve and stand out from the rest.

Tools and Trends to use to your advantage:

Keeping up with current tools and trends in the travel industry will guide you to successfully identify certain areas in which your destination is able to exceed guests’ expectations. Examples of these include:

  • Travel apps and the use thereof
  • Free Wi-Fi
  • Knowledge on the different types of tourists and their needs and expectations
  • Creative and inventive thinking (thinking out of the box) from employees
  • Customer feedback (always very valuable)
  • Customer Journey Evaluations (done by Travelling Mystery Guest and helps to identify gaps in the customer journey that need to be attended to)
  • Customer Journey Mapping workshops (teaches HODs and staff how departments interlink with each other to create the ultimate customer experience and shows touch points where the destination has an opportunity to WOW the guest. Contact Travelling Mystery Guest for more information and bookings.)
  • Knowledge about Millennials and their travel trends and expectations
  • Seasonality trends
  • Mobile and other technology that can improve the guest’s experience
  • Cultural, sport or leisure events and wellness holiday trends
  • Long family holiday trends
  • Older travellers tend to travel further and longer and look for more adventure
  • Younger travellers drive the trend for activity or sporting holidays

These are only a few of the things you could consider when you want to set your destination apart from the rest and be the best. Find your unique selling points and use it to your advantage. Think out of the box.

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Notes from Customer Journey Evaluations

Here are some notes on our experiences at restaurants this past month. Take it, make it your own and grow into the best customer service provider out there!

 
– Keep staff on their toes by having monthly quiz nights or challenges regarding the menu and other topics like communication and body language.
– When a guest calls to make a reservation, they normally do it to ensure that they are given a great seat upon arrival. Go through that extra little trouble and place a reserved sign on a well placed table. They’ve gone through the trouble to book, now you need to make an effort to show them your appreciation for their business.

Reservations

Reservations

– When you’ve set a certain standard regarding the plating of dishes or the aesthetic appearance of your drinks, be sure to keep to it. Regulars come back, because they know what they get. If they don’t get what they expect, they’ll definitely be disappointed.
– Décor is a must in any restaurant to attract customers and even though you want to impress your customers with tastes and textures, the décor, their comfort and other facilities also play a role in their experience. Be sure to maintain your restaurant’s décor regularly to keep it from looking tired, dated or neglected.
– Have checklists and procedures in place for in-store restrooms. There’s no use in having a clean restaurant, but a not so clean restroom.
– Remind employees of standard operating procedures. We’re all human and, well, often we need to serve intimidating customers and then we forget quite a few things!
– Eye contact and self confidence goes a far way. Hire employees who have this in them. If they don’t, train them.

We’re Hiring

We’re looking for a student who would be willing to assist with sales and marketing for Travelling Mystery Guest on a commission basis.

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Travelling Mystery Guest is based in Pretoria, marketing its Customer Journey Evaluations, Social Media Marketing and Workshops through the whole of South Africa. Current clients include BON Hotels, Protea Hotel Durbanville, LIFE Grand Cafe, Caramello’s and more.

 

The position is temporary, with the opportunity of becoming part of a very exciting, growing company in the tourism and hospitality industry.

 

Requirements:

Own transport, availability during the week to see prospective clients and to meet with the company’s owner for catch-up meetings and planning, a positive attitude, professionalism and a love for the hospitality and tourism industry.

 

For more information on the company, students are welcome to visit the website (www.travellingmystery.co.za) / they can follow the company on Facebook or Twitter (@TravellingMG).

 

Students who are interested can contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za for an interview. CV’s are compulsory.

 

Prices for 2015

It’s exciting to say that 2015 is Travelling Mystery Guest’s second year of existence and we have been blessed with some great clients thus far. It is also a privilege to say that some of these clients have hired Travelling Mystery Guest on a long term basis, to evaluate their service standards monthly or quarterly.

Contact us today

Contact us today

 
Customer Journey Evaluations
(Similar to Mystery Guest Visits)
Restaurants R1500 (Including meals up to R500, excluding travel costs outside of Gauteng)
Guesthouses R2000 (Including accommodation and meals up to R750, excluding travel costs outside of Gauteng)
Hotels R2500 (Including accommodation and meals up to R1000, excluding travel costs outside of Gauteng)

 
Social Media Management
(Includes planning, scheduling and management of up to 4 social media platforms)
Monthly Planning & Scheduling R375.00 per hour (minimum 4 hours per month)

 
Training Sessions & Workshops
(We come to you)
Communicate with Customers R500.00 per person per half-day session (minimum 2 delegates)
The Hotel Wheel R500.00 per person per half-day session (minimum 2 delegates)
The Restaurant Wheel R500.00 per person per half-day session (minimum 2 delegates)
The Basics of Social Media R500.00 per person per half-day session (minimum 2 delegates)

 
If you are interested in getting to know more about what we do, feel free to contact Renate on 082 336 1562 / enquire@travellingmystery.co.za.

How does a ‘Customer Journey Evaluation’ work?

Similar to mystery guest visits, Travelling Mystery Guest offers destinations “Customer Journey Evaluations“. But how does it work?

Customer Journey Evaluations

Customer Journey Evaluations

Firstly, let’s have a look at what a customer journey is all about. If you think about it, it is actually self explanatory: It’s the journey of a customer at your destination, whether it is a restaurant, guesthouse or hotel.

Travelling Mystery Guest‘s customer journey evaluations include the following:

1. Mystery Guest Visit:

A mystery guest is sent your to your destination to experience the journey you offer to your customers firsthand. Travelling Mystery Guest has developed its own list from which its mystery guests explore your destination‘s offerings. This includes your website, the service levels you promise and what is experienced, the ergonomics of your establishment, communication of staff, etc.

2. Report:

A full report is written about the customer journey that was experienced, including congratulations on what you have achieved, suggestions on what can be improved and tips and ideas to assist you to focus on your advantages.

3. Qualitative Data:

Travelling Mystery Guest also includes qualitative data in the report, which allows destinations to measure their performance and growth over a period of time.

If you are interested in a customer journey evaluation for your destination or if you would like some more information, contact Renate de Villiers: enquire@travellingmystery.co.za / 082 336 1562.

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