Wine and Food Conference to show how to grow Loyalty and Revenue for Cape Tourism

 

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 R127,9 billion, accounting for 3% of the country’s GDP.

Margi Biggs

Commenting on the WTTC findings presented in its recent 2017 Economic Impact Report, Margi Biggs, convenor of the upcoming The Business of Food and Wine Tourism Conference, set to take place in Stellenbosch in the spring, said:

“The good news is that the council has projected the sector’s contribution to domestic GDP will rise by 2,7% in 2017, a very welcome increase given the subdued state of our local economy.”

A seasoned travel and tourism specialist, Biggs contends that travel and tourism can contribute still further to the national GDP, “provided we, as an industry, take note of new trends in consumer spending, behaviour and priorities to make our food and tourism offerings more compelling and more competitive, while upping the standard of our execution and service delivery.”

“If we get it right, the impact will be substantial.  It will help to build skills, create economic opportunities and reduce unemployment, generating greater prosperity for more South Africans.  We have all the right ingredients: beautiful locations, a growing reputation for world-class food and wines, and friendly and welcoming hospitality staff.  We just have to finesse what we are doing with the technology and research we now have at our disposal, while applying new thinking to marketing and problem-solving.”

 

She said the annual conference, now in its second year, would be presented by a selection of international and local tourism specialists and would focus on best practice and how to improve the customer experience. An important feature of the forum would be the various ways in which wine and food impact customer loyalty.

“There is a growing view internationally that customer experience will ultimately drive more loyalty than complicated point-based programmes and schemes. We need to take note.”

Amongst this year’s keynote speakers is CEO of SA Tourism, Sisa Ntshona. His address will explore how the food and wine experience can promote South Africa’s competitive advantage as a tourist destination. Included in the line-up of international speakers are Don Shindle, an expert in customer service and GM of the Westin Verasa Napa in California’s renowned wine tourism epicenter. World-renowned TV personality, Andrea Robinson, one of only 23 female master sommeliers in the world will also be there. Dr Robin Back, a South African-born, US-based academic who conducts wine tourism research in both South Africa and the US will be looking specifically at the impact on loyalty of cellar door visits. The programme will also cover such topics as virtual reality, attracting new markets, and PR trouble shooting.

The conference takes place at Spier on Wednesday, 20 September.

For more information on the conference, or to register online, visit www.wineandfood.co.za.

Early Bird registration is now open at a fee of R2 950 (excl. VAT) per delegate, and ends on 12 June. The standard cost per delegate is R3 950 (excl. VAT), and ends on 18 August.  If you register and pay after 18 August, the cost rises to R4 500 (excl. VAT) per person.

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

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

What is voluntourism and why should it matter?

Is the craze to help others, while you are unwinding, helping the world or making it worse?

Volunteer vacations or “voluntouring” is a trend that has slowly gained momentum over the past few years. As the word implies, voluntourism combines holiday travel with volunteering at the destination that the tourist visits. In simpler terms, it involves travelling to a destination in order to improve the economic well-being, socio-cultural development, or environmental conservation of the destination and its people, by providing volunteer assistance and goods. Usually participants have to pay a fee in order to partake, and as with all tourism activities, any traveller who receives remuneration for their services are automatically excluded.

Image source: thesocietypages.org

Image source: thesocietypages.org

For the MICE (meetings, incentives, conventions, and events) industry it is an opportunity to expand a company’s social responsibility, the chance to deliver purpose-filled team-building activities, or even providing co-travelling spouses with an alternative to destination shopping sprees. Travellers desire a sense of purpose in their leisure activities. Although laying on the beach still appeals to some travellers, many people crave a more meaningful and substantiated vacation. In voluntourism, volunteers can experience a greater sense of social responsibility by improving the lives and well-being of the locals.

Google the term and you will notice a few other terms also associated with this phenomenon: voluntourist, ethical holiday, travel philanthropy and more. These terms are directly linked to sustainable tourism, defined by Sustainable Travel International as “lessening the toll that travel and tourism takes on the environment and local cultures.”  Their motto is: Leave the world a better place.

As with most travel-related activities, if voluntourism is well-organized and planned, the traveller can indeed make use of their holiday to bring about some change in the world, and also gain some personal benefits. Some of the more obvious pros include:

  • Voluntourism enables busy people to make time for charity work, combined with their holiday time. The volunteering has the added benefit of providing families with a shared experience, and single travellers the chance of travelling in the company of others.
  • The extra man-power that such a holiday provides to many well-deserved projects can result in cost savings, and faster completion as an ongoing stream of fresh workers keep the momentum going.
  • Both volunteers as well as recipients have the chance of gaining insight into the world and the lives of others. Voluntourism is supposed to be a people-to-people experience, striving to create cultural exchange and understanding.
  • A short voluntour can have far reaching effects, such as inspiring family members and friends to get involved with a cause, or even convincing the voluntourist to return to the project or to get involved with another project.

But, unfortunately as with any activity that is not well-organised or thoroughly planned, voluntourism can just as easily end up as a disaster if the parties involved do not understand the complexities in ensuring the experience is successful and enjoyable. One of the major downsides is the possibility of people only getting involved for a short feel-good burst of service, resulting in a project getting completed but not leading to much useful help for the complex cause.

Although voluntourism is rooted in good intentions, maybe it is not the best idea for your next business trip or holiday, unless done through a reputable and sustainable organisation, with a determined, long-term commitment to continue with the good work after you have touched home ground.

Travelling off the grid – Why a digital detox is necessary

Written by: Esrida Brits

Open your mind, pack lightly and leave the phone at home.

We should all look at our friends and family and earnestly ask – “When was the last time you switched off?” When was the last time that you refrained from using any electronic connecting device for 24 hours? If the answer is “I cannot remember,” a digital detox should be on the cards for them. The world looks a lot better when it is not through a screen!

Digital Detox

Digital Detox

As cell phone towers continue to pop-up, and Wi-Fi spots become commonplace, escaping the digital world becomes harder and harder, even impossible, and ever more exclusive. It is becoming an expression of privilege and of wealth; unattainable for the mere mortal traveller.  This perception is a shame, as off-the-grid travelling is the only way you can still experience the original intended thrill of adventure. The sense of excitement and strangeness; of being in a different, new place. The feeling that travellers once took for granted. Cutting the digital umbilical cord in the form of a digital detox is the first step towards adventure – escaping from the familiar.

A digital detox can be defined as down-time, time spent away from any technological devices like smartphones or computers, and is widely regarded as an opportunity to reduce stress, increase focus and develop social interaction in the physical world. If we don’t allow ourselves the chance to reboot and recharge, we cannot be surprised if we burn out, become inefficient or lose our creative edge. In short, a digital detox is exactly what we need to stay productive and balanced in our wired world.

60% of all travellers confessed that traditional tourism holidays do not leave them rested and relaxed. Luckily, more and more destinations are realising the need for this “digital break-away” and are striving to provide guests with exactly that. Some destinations even have, as part of their rules, a strict “no device” policy where all guests must switch off their mobiles, smartphones, tablets, laptops and computers for the duration of their stay. These destinations use their “digital zero” rule as their defining factor, something that provides a unique selling point that sets them apart from the rest. They attract like-minded travellers who not only want to experience the destination’s uniqueness, the people’s culture and the feel of freedom, but who also want to re-summons focus and clarity into their lives.

These destinations are creating and planning enjoyable activities that guests can engage in during their digitally switched off time. Activities can range from cooking demonstrations and classes to outdoor activities such as hiking or swimming. The lack of constant distraction from a screen tends to allow guests to immerse themselves in the activity, leading to more enjoyment and richer memories to look back on. The disconnectedness also tends to free people’s minds, permitting them to think about the important things in life and can even encourage them to make big changes to relationships, careers, health and fitness.

So what are you waiting for? Switch off. Go and do something amazing – off the grid.

Business or pleasure?

Is your establishment’s target market mainly guests who visit on business or pleasure?

As a hospitality and tourism industry expert, you probably don’t need me to explain to you why it is necessary to know your target market. The problem is, we get so used to our target markets, that we sometimes forget that they are also people, and people change.

As our environment, whether it be our technological or our physical environment, undergoes certain evolvements, we tend to change with it eventually. Therefore, as an accommodation establishment, restaurant or venue, it is important to keep up with trends in the industry.

Here are three trends TMG noticed feature in certain sections of the hospitality and tourism industry that you as a professional in the industry probably need to consider:

Environmental Responsibility:

This is not only a trend, but also a necessity. It has come to TMG’s attention that many travellers prefer accommodation at establishments that prove to be environmentally responsible. Guests are even willing to give up certain levels of comfort for this.

Kids entertainment:

Guests travelling for pleasure normally include families. Families often require some entertainment for children, which includes jungle gyms, swimming pools, and possible movie nights for when parents want to enjoy a romantic dinner. It is also important to remember that parents are well educated on this subject and therefore your establishment is automatically expected to provide them with service that will exceed their customer expectations. Think educational and try to include outside activities for kids. Take them on treasure hunts or short kids’ hiking trails. Use your environment and be creative.

Wi-Fi:

Businessmen are often on the road and with the fortunate evolvement of cell phones, computers and emails, many people unfortunately do the work of three or more by themselves these days. Wi-Fi has always been a luxury and not too long ago only top hotels and restaurants provided the service. Today, however, more and more hospitality and tourism establishments are adding this to their list of services and these establishments are the ones who become popular amongst business travellers especially very quickly. If business guests form part of your establishment’s target market and you do not provide your guests with Wi-Fi, you will need to revise your list of services.

For more tips and ideas on how to exceed your customers’ expectations, perhaps you should contact TMG and attend one of our workshops? Contact Renate on 082 336 1562 or enquire@travellingmystery.co.za for more information.

How to improve SA’s customer service

In the hospitality and tourism industry, customer service is one of the first things people notice. It’s also one of the industries that happen to have quite a lot of customer service complaints. So how can we fix this?

Customer Service

Customer Service

I believe that a large part of the problem is due to the lack of motivation and drive. A lack of love of the game.

For me, as a lover of all things hospitality, it is difficult to believe that someone can actually not like the industry. Yes, the hours are bad and yes, sometimes it feels like no one cares, but isn’t this industry also one of the most rewarding industries to be in? Just think about that one time you smiled at someone and they smiled back; the day you helped a guest with her bags and she remembered your name from the last time she visited.

It’s a human to human industry. A people industry. It keeps us focused on what really matters: humanity.”-Renate de Villiers

How can we improve South Africa’s customer service?

  • Focus less on the money and more on the person.
  • Treat customers like you would like to be treated.
  • Do small extra things that make big differences.
  • Be humble.
  • Smile.
  • Always think “how can I help?”
  • Be visible and/or available at all times.
  • Understand your customers and their behaviours – if they use Twitter, think of ways you can give them better customer service through this social media platform.
  • Listen and learn. Don’t just listen.
  • Be proactive. If someone asks for a list of restaurants in the area and you don’t have one, find a way to provide them with one as soon as possible and have a formal list to hand to them the next time around.
  • Don’t just sit and wait for things to happen – make them happen.
  • Keep staff and fellow employees motivated and loyal to the company.

Any other ideas from your side?

Here are some motivational quotes and infographics on customer service on our Pinterest page: Customer Service.