The #IDoTourism Movement

How can we do tourism? How can you do tourism? And why should we?

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To build a greater nation and to show off South-Africa’s potential globally. South Africa Tourism has started a movement to show the importance of every single South African in our tourism industry. The ability of this industry to create jobs and the effect that tourism has on the entire country has been greatly underestimated.

We have a beautiful country and South African people are amazing. By standing together, we can improve our entire economy by supporting this movement. On the 5th of October, Margie Whitehouse from South Africa Tourism highlighted the importance of this movement at the Tshwane Tourism Association’s meeting, which was hosted at 012 Central. Travelling Mystery Guest supports this movement.

Are you going to do tourism? Remember to use #IDoTourism if you share it online.

Watch their inspirational video to learn more about the #IDoTourism movement:

 

 

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Written by: Alicia Redelinghuys

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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.

 

 

8. Speaker, Linda d'Holt Hacker getting more insight from the speakers (HR).jpg

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.    

5. Amanda Kotze-Nhlapo from South African Tourism (HR).jpg

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.  

 

About last night – GP Lifestyle Tourism Street Party

Last night, the tourism trade came out to play at the very first GP Life Tourism Street Party to celebrate life in Gauteng, turning the city centre into an outdoor celebration.

#GPLifestyle

A block of eight “streets” in the regenerated 1 Fox Street warehouse was filled with music, entertainment, stalls, food, drink and dancing as the tourism trade partied through the day and into the night. This exciting event is designed to remind Gauteng-peeps that we have as much life and vibrancy to be proud of as London, New York, Sydney and Cape Town.

Gauteng Tourism Authority Chief Executive Officer, Siphiwe Ngwenya welcomed the initiative and expressed confidence that it will be worthwhile. He said:

“The tourism trade is an important stakeholder in the We do/I do Tourism campaign that South African Tourism is championing and that we are part of. The campaign aims to grow tourist numbers by 5 million over the next five years and a bulk of that will have to come from Gauteng as the most visited province in South Africa. We are targeting a contribution of 1 million, which will only be achievable if the trade sector comes to the party. Therefore, we hope to grow this event into a premier showcase of the city of gold, Johannesburg, and destination Gauteng as a whole.”

The event brought the travel trade together to celebrate Gauteng as a destination and highlighted what it has to offer. The venue – 1 Fox Precinct  – spans a series of historic warehouses that date back to the city’s gold mining roots, now converted into a funky shopping and dining destination.

Different streets in the warehouse had different themes and interests, with 60 exhibitors spanning guesthouses, hotels, activities and adventure specialists and transport companies. Others that took part in the celebration, included the Cradle Tourism Company, Sandton Tourism, Soweto Tourism, Dinokeng, Vilakazi Street and global brands with a presence in Johannesburg.

Organised by Leisure Connexion and the Gauteng Tourism Authority, the event’s guests included Mix FM DJ Kerry-Anne Allerston, who hosted the music event, and performances by The Kiffness and Chiano Sky, as well as popular footballers, actors and musicians. Participants were encouraged to come dressed for the inaugural theme of “My City of Gold”.

“Johannesburg is an amazing city and worthy of competing against other world cities such as New York, Paris and London in the tourism field. Yet, there is a lack of belief in what the city and its wonderful people have to offer,” says Adelbert Retief, founder and MD of Leisure Connexion. He says:

“In other cities, the industry operates almost like a family in promoting their city even though they are in competition with each other. Now it’s time for our local tourism industry to come together and share stories, experience the offerings and grow the love for Jozi.”

Tour operators, agents and destination management companies arrived from 5pm to interact with the exhibitors and discuss business. At 9pm, the party started at the Good Luck Bar.

The GP Life Tourism Street Party will become an annual event for the industry to look forward to, where hotels, activities, restaurants and tour operators can showcase their products.

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

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.

Honeymoon Travels

I’ve come to realize that the saying comparing the world to a book, explaining that those who don’t travel, read but a page, is so very true! In the past few months I’ve been blessed with travel opportunities beyond my wildest dreams, starting with a visit to some of our top clients within the BON Hotel Group and ending off with champagne on the beach at the Kempinski Seychelles Resort.

Yup, I got married! And our honeymoon was one for the books. I was taken by surprise with how well my man knows me, kicking off our travels with a visit to one of my favourite parts of South Africa: the Freestate. Many people describe this part of the country as boring, flat and as a place with nothing to do. But that’s just it! Within its “nothingness” lies so many stories, small, beautiful things and the most generous and humble people I know. We stayed at Woudzicht Guest Farm, just off the N3, and what a treat! It is a typical Freestate home with the kind of hospitality we now try to bring back and teach. From “soetkoekies” (sweet biscuits like my grandmother would bake them) and a complimentary bottle of wine, to a delicious cheese platter with the wide, open fields behind us, to a delicious home-cooked stew for dinner and a colourful plated french toast breakfast – this was the ideal kick-off for what was to come.

Woudzicht

On the airport I was informed that Amsterdam was our next stop! I loved the mystery of it all – not knowing where we were going next. We stayed at the Ibis Hotel Amsterdam Central, which was conveniently located and offered good service. In this lovely city we had beer, walked through the red light district, stood in awe of the ‘Oudekerk’, shared fondue, visited a local market, went on a canal cruise and much more.

Amsterdam

Bruges was our next stop and one of my favourites from now on! Lace, chocolate, swans, cobble stone roads – it was the perfect romantic spot. We ate ‘Boem-Boems’ and delicious tomato soup, took a stroll to the lovers’ bridge, wished we could stay in one of the houses bordering the canal, visited the chocolate museum and saw the “Madonna and Child” by Michael Angelo. It might not be so big, but Bruges has a lot to offer!

Bruges

From there we went to Paris. Now, this place boomed with tourists and it was busy at all times, but still an unforgettable and beautiful experience! From the Notre Dame, the Eiffel Tower, the Sacre Coeur and the Moulin Rouge to the Louvre and many other buildings and structures of which the hours and years of workmanship I just couldn’t grasp.

Paris

The end of our honeymoon was an absolute statement of love and happiness: Seychelles. Although it was quite expensive (almost R200 for a glass of South African Sauvignon Blanc) it was still an experience I would not trade for anything. We beach-hopped from the one white stretch of sand to the next. We lay low at the Kempinski Seychelles Resort, reading, snorkeling, sleeping. We hired a car and explored the island on our own. We dined like royalty. It was a feast and definitely a place to visit again.

Seychelles

WATERFORD OF STELLENBOSCH WINS GLOBAL WINE TOURISM AWARD

Waterford Estate in Stellenbosch, widely acknowledged for its commitment to sustainable wine-growing and wine making, has been judged South Africa’s winner of the Great Wine Capitals (GWC) Best of Wine Tourism Awards. It joins seven other wineries across the globe, announced as the best in their respective countries at an awards ceremony in Mendoza, Argentina, last night (November 6).

Waterford Estate

Waterford Estate

The GWC is a network of some of the world’s leading wine-producing areas created to share and promote international best practice in wine tourism, one of the most dynamic and fastest-growing sectors of the tourism industry. Its Best of Wine Tourism judges are drawn from amongst the world’s leading tourism, food, hospitality, architectural, landscape gardening and cultural experts.

South Africa is represented on the GWC network by the Cape Town-Cape Winelands chapter. Other members are Mainz-Rheinhessen (Germany), Bilbao-Rioja (Spain), Bordeaux (France), Porto (Portugal), San Francisco-Napa (United States), Mendoza (Argentina), Valparaiso-Casablanca and (Chile).

As South Africa‘s Best of Wine Tourism Award winner, Waterford has been ranked with other celebrated wineries from around the world. These are Rioja’s historic Bodegas Marqués de Murrieta; the St Emilion estate, Château La Croizille, also steeped in history; the 17th-generation Weingut Dr Hinkel in Framershein; Trapiche, which is Argentina’s biggest wine producer and a multi-award winner; the highly rated Museu do Douro in Portugal, that represents the cultural heritage of the famous wine region and is also a UNESCO World Heritage Site; the acclaimed HALL Wines of the Napa Valley and Chile’s Casablanca Valley Restaurant Macerado at Viñamar that specialises in pairing foods with sparkling wines.

Waterford, a 120 hectare property on the slopes of the Helderberg, took top place in the competition’s sustainable wine tourism and the wine tourism service categories. The winery has often been lauded for its biodiversity-focused vineyard safari experience, as well as for its vintage tastings and wine and chocolate pairings, attracting visitors from all over the world.

Waterford Estate

Waterford Estate

Co-owned by IT magnate Jeremy Ord and one of South Africa‘s most respected winemakers, Kevin Arnold, Waterford has been one of the Best of Wine Tourism Award‘s strongest contenders in past years, regularly achieving high scores across a number of categories.

Babylonstoren, that lies in the Drakenstein Valley between Paarl and Franschhoek, came second. Owned by Naspers chairman-designate Koos Bekker and his wife, Karen Roos, it won both the accommodation and architecture and landscape categories.

Newcomer, Cavalli won the arts and culture category, while Waterkloof won the category for best wine tourism restaurant and KWV won for innovative wine tourism experiences.

Speaking on behalf of the local GWC chapter, André Morgenthal said the Best of Wine Tourism Awards had over the years become an important incentive for wine producers to develop world-class connoisseur experiences for visitors.

Cape Town recently reaffirmed its global popularity as a travel destination, moving from 11th to fourth position in last month’s Condé Nast Traveler‘s annual reader choice awards. The offerings of the Cape Winelands were a significant contributor to public perceptions.

FULL LIST OF GREAT WINE CAPITALS BEST OF WINE TOURISM RESULTS: CAPE TOWN/CAPE WINELANDS

ACCOMMODATION
1 Babylonstoren
2 Grande Provence
3 Steenberg

ARCHITECTURE AND LANDSCAPES
1 Babylonstoren
2 Vergelegen
3 Cavalli

ART & CULTURE
1 Cavalli
2 Vergelegen
3 Grande Provence

INNOVATIVE WINE TOURISM EXPERIENCES
1 KWV
2 Creation
3 Solms Delta

SUSTAINABLE WINE TOURISM PRACTICES
1 Waterford
2 La Motte
3 Vergelegen

WINE TOURISM RESTAURANTS
1 Waterkloof
2 Delaire Indochine
3 Cavalli

WINE TOURISM SERVICE
1 Waterford
2 Steenberg
3 Vergelegen