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Tourism Tattler Trade Journal
OCTOBER 2014
Contents Issue 10 (October) 2014 PUBLISHER Tourism Tattler (Pty) Ltd. PO Box 891, Umhlanga Rocks, 4320 KwaZulu-Natal, South Africa. Company Reg.No.: 2006/015252/07 Website: www.tourismtattler.com EXECUTIVE EDITOR Des Langkilde Tel: +27 (0)32 815 0414 Cell: +27 (0)82 374 7260 Fax: +27 (0)86 651 8080 E-mail: editor@tourismtattler.com Skype: tourismtattler
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Attractions: The Wonderful World of Beer
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MAGAZINE ADVERTISING
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EDITORIAL Accreditation Cover Story Article Comments AVIATION Open Skies for Africa ATTRACTIONS The Wonderful World of Beer BUSINESS SA's Property Investment Growth SATSA Market Intelligence Report 13 Tips for Surviving as an SMME COMPETITIONS Win a Birding Reference Book Win 1 of 10 Travel Guides
Adv. Louis Nel Anisa Ghuloom Beverley Langkilde
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EVENTS WTM AfricaMeans Business Review: Greyville Exhibitions & Events HOSPITALITY How to make your own Craft Beer LEGAL Risk in Tourism - Part 3 MARKETING A history of Souvernirs TRADE NEWS Visit our website for daily travel news
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Disclaimer: The Tourism Tattler is published by Tourism Tattler (Pty) Ltd and is the official trade journal of the Southern Africa Tourism Services Association (SATSA). The Tourism Tattler digital e-zine, is distributed free of charge to bona fide tourism stakeholders. Letters to the Editor are assumed intended for publication in whole or part and may therefore be used for such purpose. The information provided and opinions expressed in this publication are provided in good faith and do not necessarily represent the opinions of Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers. Advice provided herein should not be soley relied upon as each set of circumstances may differ. Professional advice should be sought in each instance. Neither Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers can be held legally liable in any way for damages of any kind whatsoever arising directly or indirectly from any facts or information provided or omitted in these pages or from any statements made or withheld or from supplied photographs or graphic images reproduced by the publication.
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Accreditation Official Travel Trade Journal and Media Partner to: The African Travel & Tourism Association (Atta) Tel: +44 20 7937 4408 • Email: info@atta.travel • Website: www.atta.travel Members in 22 African countries and 37 worldwide use Atta to: Network and collaborate with peers in African tourism; Grow their online presence with a branded profile; Ask and answer specialist questions and give advice; and Attend key industry events.
National Accommodation Association of South Africa (NAA-SA) Tel: +2786 186 2272 • Fax: +2786 225 9858 • Website: www.naa-sa.co.za The NAA-SA is a network of mainly smaller accommodation providers around South Africa – from B&Bs in country towns offering comfortable personal service to luxurious boutique city lodges with those extra special touches – you’re sure to find a suitable place, and at the same time feel confident that your stay at an NAA-SA member’s establishment will meet your requirements.
Regional Tourism Organisation of Southern Africa (RETOSA) Tel: +2711 315 2420/1 • Fax: +2711 315 2422 • Website: www.retosa.co.za RETOSA is a Southern African Development Community (SADC) institution responsible for tourism growth and development. RETOSA’s aims are to increase tourist arrivals to the region through. RETOSA Member States are Angola, Botswana, DR Congo, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Seychelles, South Africa, Swaziland, Tanzania, Zambia and Zimbabwe.
Southern Africa Tourism Services Association (SATSA) Tel: +2786 127 2872 • Fax: +2711 886 755 • Website: www.satsa.com SATSA is a credibility accreditation body representing the private sector of the inbound tourism industry. SATSA members are Bonded thus providing a financial guarantee against advance deposits held in the event of the involuntary liquidation. SATSA represents: Transport providers, Tour Operators, DMC's, Accommodation Suppliers, Tour Brokers, Adventure Tourism Providers, Business Tourism Providers and Allied Tourism Services providers.
Southern African Vehicle Rental and Leasing Association (SAVRALA) Contact: manager@savrala.co.za • Website: www.savrala.co.za Founded in the 1970's, SAVRALA is the representative voice of Southern Africa’s vehicle rental, leasing and fleet management sector. Our members have a combined national footprint with more than 600 branches countrywide. SAVRALA are instrumental in steering industry standards and continuously strive to protect both their members’ interests, and those of the public, and are therefore widely respected within corporate and government sectors.
Seychelles Hospitality & Tourism Association (SHTA) Tel: +248 432 5560 • Fax: +248 422 5718 • Website: www.shta.sc The Seychelles Hospitality and Tourism Association was created in 2002 when the Seychelles Hotel Association merged with the Seychelles Hotel and Guesthouse Association. SHTA’s primary focus is to unite all Seychelles tourism industry stakeholders under one association in order to be better prepared to defend the interest of the industry and its sustainability as the pillar of the country’s economy.
International Coalition of Tourism Partners (ICTP) Tel: Haleiwa, USA: +1-808-566-9900 • Cape Town, South Africa: (+27)-21-813-5811 • Rio de Janeiro, Brazil: +5521 40428205 • Germany: +49 2102 1458477 • London, UK: +44 20 3239 3300 • Australia +61 2-8005 1444 • HongKong, China: +852 8120 9450 • Email: member@tourismpartners.org • Website: www.tourismpartners.org ICTP is a travel and tourism coalition of global destinations committed to Quality Services and Green Growth. ICTP advocates for: sustainable aviation growth; streamlined travel; fair taxation and jobs.
The Safari Awards 2014 Tel: +44 (0)1865 989280 • Website: www.safariawards.com With nominations from over a thousand luxury travel professionals, hundreds of readers of Tourism Tattler, Conde Nast Traveller, Brides and Travel Africa Magazine you can rest assured that any safari business nominated for a Safari Award is amongst the best in its genre. Finalists are amongst the top 3% in Africa and the Safari Award Winners are unquestionably the best, their reputation earned through excellence recognised by people who know what they are talking about.
OTM India 2015 Tel: +9133 4028 4028 • Fax: +9133 2479 0019 • Website: www.otm.co.in OTM is India’s biggest travel trade show, in the largest travel market in India – Mumbai. OTM Mumbai takes place from 4 to 6 February 2015, with an attractive add on option in New Delhi from 10 to 12 February 2015. OTM is the most effective platform to market to the Indian travel industry catering to over 15 million Outbound travellers spending over US$ 10 billion and over 500 million domestic tourists – at least 10% of them with an immediate potential to also travel abroad.
World Travel Market London 2014 Tel: +44 (0)20 8910 7897 • Email: polly.magraw@reedexpo.co.uk • Website: www.wtmlondon.com World Travel Market - London takes palce from 3 to 6 November 2014, and is the leading global event for the travel industry. It is a vibrant must attend business-to-business event presenting a diverse range of destinations and industry sectors to UK and International travel professionals. It is a unique opportunity for the whole global travel trade to meet, network, negotiate and conduct business. Last years event attracted over 50,000 attendees, representing 186 countries. WTM is the place to do business with 5,000 international exhibitors.
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Tourism Tattler Trade Journal
SEPTEMBER 2014
cover story
With October being synonymous with beer, primarily due to the Oktoberfest, which is celebrated not just in Munich, Germany but worldwide, we thought it appropriate to dedicate this edition to the world's favourite tipple (after water and tea). Beer is a uniquely sociable beverage and has been at the heart of social occasions and celebrations for millennia. Indeed it is cited by historians, archaeologists and anthropologists alike as being the catalyst of civilisation as we know it. Dating back to between 7 000 and 10 000 years ago, the move from nomadic tribesmen to settled pastoralists is said to have been the result of the growing of barley to brew for beer.
Beer and South Africa share a similar story – from the traditional roots of Umqombothi to the shebeen queens and the beer halls, from the first breweries in the Cape to the gold rush on the Witwatersrand, from the struggle days and the sports bans to the sponsorships of all three of South Africa's national teams, from Charles Glass to SABMiller’s stellar rise to the second largest brewer in the world – beer in general and South African Breweries (SAB) specifically (with 90% of beer share) is an intrinsic part of the South African story. And it is a significant contributor to the South African economy. Beer is enjoyed by millions around the world and is the natural and responsible choice of the moderate drinker. From its early beginnings as a drink used in spiritual and religious ceremonies, beer has been at our side through the ages. Today beer is seeing a revival, becoming the connoisseur’s drink as beer’s ideal compatibility with food makes it the perfect pairing partner. The recent celebrity status of chefs and the elevation of the culinary arts have seen an exploration of tastes and flavours and what was once the working man’s drink, is now on trend and flying out the fridges. SAB is most supportive of the craft beer movement and has been instrumental in the growth of this industry through its supply of raw materials and expertise to the microbreweries. SAB were the first major sponsor of most of the initial craft beer festivals around the country that propelled the craft movement into the mainstream. SAB
EDITORIAL
facilitated and funded the establishment of the Craft Beer Association and sponsor the premier Craft Brewers Championship, which is undertaken by SAB's heritage site, The World of Beer. SAB believe that craft beer provides an ‘interest’ factor to beer that mainstream beer by definition can never do, and pulling more people into beer is good for all players in the beer industry. "We also naturally have a soft spot for craft brewers. Our own story began exactly the same way." says Robyn Chalmers, SAB Head: Media and Communications. Over the past few years, SAB has produced a small number of speciality beers at craft festivals. These speciality beers have been brewed by Fransen Street Brewery, SAB's microbrewery that was first opened in 1999. The beers have been developed to the highest quality by their expert brewmasters, and have been welcomed by both consumers and retailers who have been asking for them on a more regular basis. With more than 15 years of experience in brewing speciality beers, SAB is bringing these recipes to an exclusive and limited number of outlets in Gauteng. Due to their limited production, these beers will continue to be exclusive, more expensive and a delightful experience for those who are exploring the beer category and culture in South Africa. SAB's commitment to bring fresh, cold, quality beers is unwavering. They have amongst the the most highly-trained, skilled and experienced brewers in the country, if not the world, dedicated to brewing beers to the highest quality and standard. There can be no doubt that SAB is beer in South Africa. A position that they are proud of and a legacy that they clearly aim to protect. Read more on pages 08 to 10. Also see our Craft Beer article on pages 22 to 23. Yours in Tourism, Des Langkilde. editor@tourismtattler.com
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Article Comments Article comments, 'Likes' and 'Shares' received on the Tourism Tattler website and Social Media pages.
Wi n
The winning comment, 'Like' or 'Share' posted on the Tattler website or Social Media pages during the month of October 2014 will receive a copy of the Sasol Birds of Southern Africa 4th Edition with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry.
Sasol Birds of Southern Africa remains the region’s most comprehensively illustrated and trusted field guide. This fourth edition has been greatly improved by the addition of group introductions, calendar bars showing species’ occurrence and breeding periods, a section on ‘how to use this book’, as well as sonograms depicting the calls of tricky bird groups. The newly designed plates are meticulously illustrated, with labels pinpointing key differentiating features. Distribution maps show the relative abundance of a species in the region and also indicate resident or migrant status. Connect with Livingstones on:
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OCTOBER 2014
www.livingstonessupplyco.co.za
Open Skies for Africa
AVIATION
The liberalisation of Africa’s skies could spark significant growth in the tourism industry. Projections indicate that liberalisation between just 12 of the 54 countries on the continent would lead to an increase of more than one million tourists and the need for at least 40 additional 160 room hotels in those 12 countries. By Lianne Osterberger.
The potential for growth in tourism will not be realised unless we open the skies in Africa.
Grant Thornton's analysis of InterVISTA’s liberalisation impact report, which was completed for IATA, has revealed some startling facts. Gillian Saunders, Head of Advisory Services at Grant Thornton Johannesburg and Global Leader: Hospitality and Tourism for Grant Thornton International said that the long awaited liberalisation of Africa’s skies would have tremendous benefits for the continent’s trade and economic development, but particularly for tourism and the hotel industry. Saunders presented Grant Thornton’s findings at the Africa Hotel Investment Forum (AHIF) which was held in Addis Ababa, Ethiopia in September 2014, where she addressed various investors, hoteliers, financiers and management companies. The twelve countries in the IATA study are Algeria, Angola, Egypt, Ethiopia, Ghana, Kenya, Namibia, Nigeria, Senegal, South Africa, Tunisia and Uganda Grant Thornton’s analysis highlighted the benefits of implementing the Yamoussoukro Decision of 1999, which 44 African countries signed, committing to the liberalisation of air transport. Liberalisation brings more routes, more frequencies, and lower fares. An additional positive aspect is that air traffic freedoms have the ability to shorten journey times as direct geographical routes eliminate extra stops, often saving 3 – 6 hours per trip. However as, noted in a World Bank report by Charles Schlumberger, entitled Open Skies for Africa, published in 2010, these benefits are unfortunately not being achieved. The report reads: “A historic opportunity is being missed. Ten countries on the African continent have not signed onto or completed proper ratification of this decision, and many others that are signatories have not implemented it. Meantime, most countries in Africa that have abandoned their ailing carriers and opened up to foreign operators which now provide air services, both passenger and freight, that are more efficient, safer, and which are at more competitive prices.” Says Saunders: “Other continents have experienced tremendous benefits from open skies and it is clear that Africa should follow suit. We live in a massive continent that is growing quickly and it would be a no brainer for air traffic not to be opened up as soon as possible.” The potential for growth in trade, investment, and tourism markets, facilitated by intra-African transport will not be realised unless we open the skies in Africa. This was echoed by the CEO of Ethiopian Airlines, Tewolde Genbremariam, Saunders’ panellist at the AHIF
discussion session. Mr Genbremariam concluded that an Africanwide common agreement to deregulate the skies was necessary to allow African air connectivity to support the economic growth potential on the continent. Ethiopian Airlines is a success story on the continent supported by the Ethiopian authorities’ aggressive pursuit of liberal bilateral agreements to maximise open sky opportunities for its carrier. Positive impacts There is a huge amount of empirical data on the positive impacts of liberalisation. A World Trade Organisation study conducted in 2008, found that: • 184 countries which had open sky agreements saw traffic increase of 30% on average, during the first year after liberalisation. The pockets of liberalisation of air traffic in Africa that have happened also show that: • South Africa-to-Kenya saw a 69% increase in passenger volumes after liberalisation occurred in 2000 and 2003. • South Africa to Zambia relaxations which allowed a low cost carrier to enter the route saw passenger volumes rise 38%, fares decline by 38% and resulted in 6300 more tourists entering Zambia over the same period. • Morocco to Europe open skies introduced in 2006 increased traffic on the routes by 160%. Saunders did raise concerns that airlines in Africa also face other challenges in a market that is beset with many difficult conditions. As the largest outbreak of Ebola Virus Disease (EVD) ever recorded in history continues its spread at an alarming rate across the continent, health and quarantine regulations present difficult cross-border travel concerns for certain African countries. In addition rising energy costs are an ongoing challenge for African airlines, especially for those that were relatively new to the market and which are still developing economies of scale. Departure taxes are also excessively high for intra-Africa travel compared with the taxes paid on other continents. African airlines face impending taxes on carbon emissions too, which is another challenge. Saunders said that opening Africa’s skies was overdue and encouraged authorities on the continent to take the steps to do so, in order to help their economies. For more information contact Gillian Saunders: +27(0)11 322 4572 or visit www.gt.co.za
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Gillian Saunders - Grant Thornton.
OCTOBER 2014
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Tourism Tattler Trade Journal
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ATTRACTIONS
The Wonderful World of Beer
The SAB World of Beer is a sophisticated event and conference venue in Johannesburg’s trendy Newtown area. Since opening its doors nearly 20 years ago, it has become one of the country’s top attractions for foreigners and locals alike, and has a five-star grading from the Tourism Grading Council. SA Tourism has awarded it the “Top Tourist Attraction Category Winner” for 2009 and 2011. A beer wonderland awaits in downtown Johannesburg While many people might be tempted to believe that the origin of beer is any fridge close to them, the truth can be uncovered right here in Johannesburg, at the South African Breweries World of Beer. This tourist attraction and conferencing venue has been fascinating people of all ages since it was opened by Nelson Mandela in 1995, offering an entertaining 75 minute walk through the history of beer in technicolour glory. Taste traditional beer while sitting in a mock African village, meet Charles Glass, explore the hop-growing process and step into Hathor’s tomb to watch a fun holographic video which tells the story of how beer arrived in Egypt. The tour ends off with a cold pint in the Tap Room overlooking the city, and a keepsake World of Beer glass. The Big Beer Experience, third millennium technology that gives the World of Beer its dazzling lights, holograms and special effects, will ensure that visitors marvel at the modern day telling of the age-old story of beer. But the SAB World of Beer is not just one of the country’s top rated tourist attractions; it is also a five star graded conferencing venue, which offers the chance to mix business with a more relaxed entertainment aspect. The venue can accommodate sophisticated black-tie functions, product launches, press conferences as well as unique team-building activities and informal festive occasions, in five conference rooms.
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An in-house restaurant provides delicious meals, not only for delegates (for whom specially-tailored menus can also be created) but also for visitors who would like to enjoy a pub lunch, such as a Castle Milk Stout beef pie, hake in Castle Lager batter, Hansa Marzen Gold basted chicken or lighter meals, such as salads or toasted paninis. The SAB World of Beer is open from 10am-6pm, Tuesday to Saturdays, and tours run on the hour every hour. Mondays are open by request only. More about SAB’s World of Beer offerings Beer Tours The guided tours take visitors on a trip back in time through the origins of beer and the history of the South African beer industry. Step into an immersive, surround-sound, multi-media experience where Charles Glass comes to life and opens the door to a journey like no other. The Big Beer Experience uses third millennium technology to give the World of Beer its dazzling lights, holograms and special effects which will ensure visitors marvel at the modern day telling of the age-old story of beer. The tour ends off with a cold pint in the Tap Room overlooking the city and a keepsake World of Beer glass. isitors enthralled by the Big Beer Experience at the SAB World of Beer.
ATTRACTIONS
The SAB World of Beer outside patio is a beautiful setting for evening events.
Beer Tastings Open to the public as part of the tour (maximum of 30 guests), the beer tasting takes visitors through the characteristics of five iconic SAB beers and their specific brewing processes. For private bookings (as part of a conference or team building), a SAB brewer facilitates the beer tasting for larger groups. Beer & Food Pairings For private events, a SAB brewer and a celebrity chef will create a beer and food pairing menu and host an interactive and entertaining meal for your guests. Barley and hops display at the SAB World of Beer.
Tankards & Togs Branded merchandise is available to the public from the Tankards & Togs shop. This much sought-after beer memorabilia includes everything from Castle Lager T-shirts and Castle Milk Stout ice buckets to Hansa glasses and Castle Lite cooler bags. Conferencing With five meeting rooms, for groups ranging from 10 to 180, guests can be accommodated in a variety of configurations. Various beer related add-ons can also be arranged, including beer tastings with one of SAB’s master brewers or beer and food pairings with a celebrity chef. Full day and half day packages: • The choice between five conference rooms to accommodate your requirements. • Secure parking. • Standard equipment or specialised technology on request • Catering - Set menu options or design your own with our chef. Hospitality Packages Situated in downtown Johannesburg, World of Beer provides an ideal venue for pre and post event hospitality. Packages are available for private bookings coinciding with sport and cultural events happening in the city. The SAB World of Beer Gallery venue can seat up to 180 guests.
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ATTRACTIONS
Have a mini pint and keep the glass in the period pub on tour.
Big events in October South African Craft Brewer Championship SAB World of Beer hosted its second annual South African Craft Brewer Championship on Friday, 03 October 2014. The South African Craft Brewer Championship acknowledges the skill and craftsmanship of the country’s craft beer industry. “SAB has supported the craft industry by sponsoring festivals, assisting brewers with information and access to raw materials such as malt and hops. By extension, the World of Beer is a natural fit as main prize sponsor and awards host,” said Paul Verdu, SAB’s General Manager: Global & Speciality Brands. “We realised early on the role we, as a market leader, could play and that promoting the culture of beer and growing affinity for beer could only be good for the beer industry as a whole.” SAB Sports Media Awards The SAB World of Beer will host the judging panel of the annual SAB Sports Media Awards 2014 later this month (October 2014). The awards, which is currently in its 34th year, is one of the most prestigious in the country and aimed at those members of the
sporting media fraternity who have consistently delivered a high level of journalistic excellence over the past year across a variety of disciplines. “Due to the huge popularity of sports in our country, the wellknown personalities in the sports arena are not only those directly involved in a sport but also but those who report from the sidelines,” says Robyn Chalmers,Head of Media and Communications for SAB. “These awards allow us to honour and thank those men and women of the media who help make those great sporting moments memorable, but also highlight new and burgeoning talent across the media landscape.” Location The address at 15 President Street, Newtown, Johannesburg, is within walking distance of the three major railway stations and conveniently located on one of the city’s main taxi routes. Shuttle services from the Gautrain station can be arranged at a minimal cost. For more information contact SAB World of Beer on +27 (0)11 836 4900 or email events.co-ordinator@za.sabmiller.com or visit www.worldofbeer.co.za or check reviews on TripAdvisor or join their Twitter page: @SABreweries. One of the five meeting rooms, ranging in size to suit your conference needs.
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If you have not been on the SAB World of Beer tour yet, what are you waiting for? SAB World of Beer guided tours take you back in time to the origins of beer and the rich history of the South African beer industry. This multi-sensory, fun and interactive beer experience is a liquid adventure like no other. With priceless memorabilia and a fully recreated historical pub, nowhere else can you experience beer the truly South African way.
(011) 836 4900
events.co-ordinator@za.sabmiller.com
www.worldofbeer.co.za
www.tripadvisor.co.za
@SABreweries
Enjoy Responsibly. Not For Sale To Persons Under The Age Of 18. OCTOBER 2014
Tourism Tattler Trade Journal
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BUSINESS & FINANCE
SA's Tourism Growth Spurs Property Investment Over the past 20 years, the tourism sector’s contribution to South Africa’s gross domestic product (GDP) has increased significantly – with an average annual average real growth rate of 7.3 percent – an attractive proposition for both domestic and international property developers. By Gaye de Villiers. Luxury Bantry Bay apartments along the coastline, Cape Town. Image: Pam Golding Properties.
According to the Department of Tourism, in 2013 tourism contributed 9.7 percent to the country’s GDP and accounted for in excess of 1.4 million jobs, while in 2012 tourism generated R93 billion, making a 11 percent contribution to GDP and 10.3 percent contribution to total employment in South Africa. Encouragingly, in December 2013, a total of 937 792 tourists (source Stats SA) visited South Africa – a record high, reflecting an increase of 7.6 percent over December 2012. During the entire year (2013), 9.6 million tourists were recorded in the country, which is 428 596 more than the previous year (source Dept of Tourism). Domestic tourists play an important role, contributing R24.3 billion to the economy in 2013 – up from R21.8 billion in 2012, and with the Department of Tourism looking to achieve a target of 18 million domestic tourists by 2020. Dr Andrew Golding, CE of the Pam Golding Property group, says the rapid growth of tourism in recent years has been boosted by high profile events such as the 2010 Soccer World Cup and BRICS Summit, among others. “With its spectacular scenery, appealing climate, world-class infrastructure and wide range of tourism attractions spanning wildlife and eco-tourism, wine estates, beautiful beaches, top golf courses, adventure sports, corporate travel, conference venues and cultural tourism, South Africa offers a wealth of options for visitors to our shores. “Although considered a ‘long-haul’ destination, South Africa is an increasingly popular location for tourists from Europe, the United States of America, Asia and Central and South America, as well as a growing number of visitors from the rest of the continent. While overall the percentage of international buyers in South Africa’s residential property market remains very low, at approximately one percent, we see similar trends reflected in our international buyer demographics.” Cape Town leads the way In Cape Town, home to renowned Table Mountain, one of the world’s new seven wonders of nature, the Western Cape’s tourism potential is further strengthened by the announcement that Qatar Airways will operate a new non-stop five times weekly service between Doha and Cape Town from early November this year. Among other accolades for the Mother City as a leading global destination is its ranking as number one on the New York Times list of 52 Places to Go in 2014. Most recently, it has been rated Africa’s leading travel destination and best cruise port in this year’s Travel Awards. 08 12
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For the tourism industry and the property sector, Cape Town’s relevance cannot be over-emphasised. As Laurie Wener, MD for Pam Golding Properties in the Western Cape Metro says, “Cape Town’s aesthetic beauty, sophisticated yet relatively laid-back lifestyle and history is nothing less than seductive. Further evidence of this is seen in the influx of major film companies – and bevy of famous film stars – who have discovered the unbeatable natural backdrops, local highly-skilled support services and facilities, and wonderful places to relax off set.” She says apart from the direct benefits, tourism has further spin-offs for the property sector. “Domestic tourists in particular can find their decisions to purchase property positively influenced when visiting the region – by acquiring a home either for permanent relocation due the lifestyle or career opportunity, for leisure or pure investment. Gauteng and KwaZulu-Natal are the major perennial source of buyers for holidays and retirement while the increasing ability to conduct business electronically makes Cape Town a highly desirable choice to settle and commute as required. From an international tourism perspective the countries from which we see visitors looking to acquire property are currently mainly the UK, Germany, Holland, France, Belgium, Angola, Ghana, Democratic Republic of Congo, Nigeria, Scandinavia and Russia. “Not surprisingly, the demand for property in the Western Cape among domestic and international tourists is mainly for the Atlantic Seaboard and other coastal areas, Boland and Overberg regions and the Garden Route. And with a considerable increase in foreign students coming to study at tertiary educational institutions, resulting in parents buying properties to accommodate them during the term and use as holiday accommodation for themselves, there is also demand evident in Cape Town’s conveniently situated Southern Suburbs, City Bowl and Central City.” Property ivestment revival Pam Golding Hospitality, a member of the Pam Golding Property group, is increasingly upbeat regarding prospects for the hospitality sector in South Africa, which has seen a strong revival in the last 18 months, driven by improved performance on the back of a better balance between supply and demand. Kamil Abdul-Karrim, MD of Pam Golding Tourism & Hospitality Consulting says it’s been well documented that in the favourable economic and lending environment prior to the 2010 FIFA World Cup there was a supply boom that combined with the contraction
BUSINESS & FINANCE
World-renowned Clifton in Cape Town, famous for its spectacular beaches, luxurious homes and iconic views. Image: Pam Golding Properties.
in the economy, saw the hotel industry as one of the worst affected sectors in the economy. However, recovery in the sector, which began in 2012, has improved significantly over the past 24 months with the result that the hospitality sector is currently trading at occupancy levels above 60 percent compared with around 50 percent in 2011. Current July 2014 year to date average occupancies in Cape Town are running at 66.6 percent, well ahead of any other city in South Africa. Business tourism surge “Positively, the South African market as a whole is far more exposed to the corporate traveller than the leisure tourist - both international and local, and for this reason the recovery has been more pronounced in major metropolitan areas. The increase in foreign visitors has been in part led by an increase in business travellers to South Africa for events, meetings, exhibitions and conferences. This has become a popular destination for large conferences and the good news is there are more than 200 major conferences scheduled in the country over the next five years.” Joop Demes, CEO of Pam Golding Hospitality, says a sharp increase has been experienced in hotel property values specifically in Cape Town and the surrounding Winelands, which is directly linked to increased profitability with RevPAR (revenue per available room) growth as one of the key drivers. “I anticipate South Africa as a whole to grow 2014 RevPAR in excess of 9 percent compared to 2013, well ahead of inflation, and with RevPAR growth in excess of 20 percent in greater Cape Town. “Although increased demand and limited new room inventory has decreased the discount factor between the sales prices of existing hotels in relation to replacement value, there remain existing hotels that are underperforming and as such offer sound investment opportunities. “ Underperforming hotels typically offer the investor the opportunity to refurbish and re-brand and to enter a booming Western Cape Hotel market literally within three to four months, as opposed to a greenfield project that will typically take three years plus.” HICA 2014, the Hotel Investment Conference Africa, which took place from 14 to 16 September 2014 in Johannesburg, confirmed the increasing focus and appetite by global hotel operators as well as investors in Sub-Saharan Africa, including South Africa. Adds Demes: “I am very positive about the hotel industry and its
prospects at large in Africa but particularly bullish about Cape Town, the Winelands, Route 62 and the Garden Route, and forecast the average occupancy in 2014 for Cape Town to exceed 70 percent. The increasing demand for hotel rooms is spilling over into the Winelands and the rest of the Western Cape, and the average occupancy will grow further as demand is increasing and will continue to do so for at least three years until new room inventory enters the market. ”Global operators are queuing up to get their slice of the action and this in turn offers investors and hotel owners the opportunity to negotiate more competitive management contracts with the focus on fees, ‘key money’ and performance clauses.” International hotel group acquisitions Pam Golding Hospitality believes the South African market as a whole has improving opportunities, particularly for globally branded larger hotels in the major metropolitan nodes. Consideration needs however to be given to strategic high growth secondary nodes around the country that have an undersupply of quality hotel inventory. Says Demes: “Of note is that Pam Golding Hotels was directly involved with the facilitation of seven foreign direct investment (FDI) hotel transactions in South Africa - one in Johannesburg and six in Cape Town, being partly new builds and party acquisitions, with an estimated combined historic investment value of R1.31 billion and with some 1 325 people directly and permanently employed as a result. We are hoping to announce a further R410 million in FDI acquisitions within the next few months. Over and above this, during the past seven years Pam Golding Lodges & Guesthouses has facilitated 54 FDI transactions with a total value of R444 million in the Western Cape, with an estimated 470 people directly employed as a result. “The industry is a fast changing one - the strong need for hotel growth on the African continent has ushered in a wave of global management company interest such as Rezidor, Starwood, Hilton, and particularly Marriot through their acquisition of Protea Hotels, amongst others. South Africa has proven to be an important gateway to the African continent for these global players and their presence will fuel the appetite for investment from global investment players into the sector. Acquisitions certainly remain more attractive compared to greenfield projects. The discount to replacement value gap is narrowing but on average is still between 25 to 35 percent.” For more information visit www.pamgolding.co.za or telephone +27 ())21 7101700 or email headoffice@pamgolding.co.za. OCTOBER 2014
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BUSINESS
BUSINESS & FINANCE
Market Intelligence Report The information below was extracted from data available as at 01 October 2014. By Martin Jansen van Vuuren of Grant Thornton.
ARRIVALS
The latest available data from Statistics South Africa is for January to March 2014: UK
Current period
Change over same period last year
133 455
-2.8%
97 507
6.6%
Germany USA
81 419
9.8%
India
24 556
-5.1%
42 292
-0.4%
737 374
3.2%
China Overseas Arrivals (excl same day visitors) African Arrivals
1 842 630
5.8%
Total Foreign Arrivals
2 583 034
4.9%
NB: African Arrivals plus Overseas Arrivals do not add up to Total Foreign Arrivals due to the exclusion of unspecified arrivals, which cannot be allocated to either African or Overseas.
HOTEL STATS
Current period
Average Room Occupancy (ARO)
Average Room Rate (ARR)
Revenue Per Available Room (RevPAR)
All Hotels in SA
60.8%
R 1 000
R 608
All 5-star hotels in SA
60.7%
R 1 765
R 1 072
All 4-star hotels in SA
59.4%
R 949
R 564
All 3-star hotels in SA
61.9%
R 812
R 503
Change over same period last year All Hotels in SA
0.9%
7.4%
8.3%
All 5-star hotels in SA
3.4%
7.3%
11.0%
All 4-star hotels in SA
-0.8%
5.4%
4.6%
All 3-star hotels in SA
2.3%
6.5%
9.0%
ACSA DATA
The latest available data from ACSA is for January to August 2014: Change over same period last year Passengers arriving on International Flights
Passengers arriving on Regional Flights
Passengers arriving on Domestic Flights
1.8%
5.8%
-0.1%
Cape Town International
6.6%
7.1%
2.2%
King Shaka International
12.4%
N/A
-2.1%
OR Tambo International
CAR RENTAL DATA The latest available data from SAVRALA is for January to March 2014: Current period Industry rental days Industry utilisation Industry Average daily revenue
Change over same period last year
4 448 315
2%
73.3%
-1.3%
302
4.9%
WHAT THIS MEANS FOR MY BUSINESS The latest data from Statistics South Africa indicates a decline in arrivals from the UK, China and India, but total overseas arrivals have grown by 3.2% on the back of stronger growth from Germany and the USA. China and India's arrivals decline is expected to continue due to the difficulty in obtaining visas. The STR Global data indicates that hotel occupancies have stabilised but the achieved rates are still growing. This trend is mirrored in the SAVRALA data that shows that car rental days have grown by 2% during January to March 2014, compared to the same period in 2013, while average daily revenue has grown with 4.9% over the same period. Airport arrivals data indicates a decline in domestic air travel, which may continue due to weaker economic growth and higher inflation leading to less disposable income for travel.
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For more information contact Martin at Grant Thornton on +27 (0)21 417 8838 or visit: http://www.gt.co.za
The latest available data from STR Global is for January to August 2014:
KINGJAMES 30444
14 routes 6 cities a whole lot of flying When your customers want to go places, kulula is the airline to take them there. O.R. Tambo |
Lanseria |
Durbs |
Cape Town |
George |
East London
OCTOBER 2014 30444_Trade_279x216.indd 1
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2014/09/17 10:09 AM
BUSINESS & FINANCE
13 Tips
to surviving as a Small Tourism Business Operating a small tourism business in South Africa can be tough. Tourism Tattler asked tourism stalwart Paul Miedema of Calabash Tours for some tips and lessons learnt in operating his own business over the past 17 years. Above: Paul Miedema and Nelson Sebezela of Calabash tours
Calabash Tours is one of those small companies that started as an entrepreneurial dream, which became a reality through dedication, vision and commitment. Started in 1997 by local Port Elizabeth couple, Paul and Thandi Miedema, the company has grown from strength to strength. Originally the company consisted of a seven roomed guest house and a cultural tour company. In 2005 the decision was made to sell the Calabash Lodge, so as to effectively grow and develop Calabash Tours into a market leader in Cultural tourism. A tourism that has an inclusive approach to our diverse people, a tourism that is meaningful to the disadvantaged people of Port Elizabeth, and a Tourism that serves to inform visitors about the dynamism of our new democracy. Hence the name- Calabash Tours. In African culture the Calabash is a useful object, used in the making of music, drinking of Umqomboti (African Beer), carrying of water, storage of seeds etc. As a company we wanted to reflect usefulness to both the communities we serve, as well as the clients we serve. This has been the balancing act we have walked in the last number of years. Today Calabash Tours has hosted thousands of visitors to Port Elizabeth’s township areas, developed a core of quality staff from the communities, created innumerable opportunities for Township residents to participate in the tourism industry, and affected hundreds of poor peoples lives. This is Pro Poor Tourism in action. Below are 13 tips to surviving as a small tourism business: 01 If your business has a purpose beyond its own existence, you are more likely to succeed. If the only motivation is money, you will have less support and may find determination missing when things get tough. 02 Despite the greater purpose success comes from profit. A more noble purpose will be undermined if you can’t pay the bills. So a balance is essential. 03 Sustainable businesses pay attention to the triple bottom line. Anything less makes your business extractive. Sustainable business practice makes business sense. 04 Make use of mentors. Respect them, honour them, and replace them when they are no longer able to assist your business. 05 Lead your team through action. Be decisive and own your mistakes. Be visible and supportive to your team. 06 Forget about your weaknesses. Work to your strengths. You can employ people with opposite skills. Right: Drumming up support for cultural tourism at Kwe Kwe’s Tavern
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07 When things go wrong – own up. Develop a capacity to be reflective. Without reflection you may keep making the same mistakes. 08 Know what is going on in your business. Have instinct for your business. Know how bookings look ahead, know who owes you money. This should be intrinsically instinctual. 09 Appreciate that not all client relationships are forever. Be careful of putting all your eggs in one basket. Diversify if you must. Be aware of market changes. Be awake and alert for opportunities. We learnt this the hard way! 10 Don’t rely on Government for business, especially as a start up or SMME. It’s your responsibility to keep finding work! 11 Be a good payer. Keep your service providers informed of any challenges. Don’t take people for granted. 12 Run a democratic workplace. You’re not that clever – sometimes your colleagues can solve what you can’t – if you let them. 13 Pay fair wages for fair share. Build your team. Create career paths and not just jobs. At Calabash Tours, Paul views his company as a success for 3 reasons: • It remains in business, despite the recession, and has displayed a strong commitment to sustainable tourism practices since inception; • It has leveraged millions of rands worth of goods and services (time, treasure and talent) for township communities in the Nelson Mandela Bay area – and has a visible, quantifiable footprint; • It has been studied as a potential model for pro-poor tourism strategies and in particular the use of travellers philanthropy as a development tool. For more information visit: www.calabashtours.co.za
1of 10 Travel Guides
Image "ChapmansPeakDrive View" by Andre Peters and Dominik Peters - Own work. Licensed under Creative Commons Attribution 3.0 via Wikimedia Commons - http://commons.wikimedia.org
WIN
C O M P E T I T I O N
To enter this competition, answer the question “How high is Sneeuberg?” to win a copy of Marion Whitehead’s Passes and Poorts Western Cape. The answer can be found in the text below. Submit your answer by logging onto the Tourism Tattler website at www.tourismtattler.com/?p=14044 This magnificent guide to the passes and poorts of South Africa's Western Cape province takes the reader through the history of the area, road building and the extraordinary engineering achievements of the passes, many of which were designed by Thomas Bains. Passes & Poorts Western Cape is packed with information to enrich readers’ driving experience, from fauna and flora to the personalities behind the passes. Activities highlighted in each area include favourite hiking trails, mountain biking tracks and 4x4 routes. Each chapter ends with tips Sneeuberg mountain (2027 metres) near Citrusdal, with the Maltese Cross natural rock formation in the foreground.
to make driving the passes more pleasurable: the best picnic spots, view points, farm stalls, roadside restaurants, guest- houses and selfcatering cottages, and quirky country attractions. Many can be done as day drives or weekend trips from Cape Town or Garden Route towns such as George and Knysna, or combined for longer holidays. Full-colour maps assist in travel planning and the routes are illustrated with photographs from the author and the Getaway library. Did you know? The highest mountains in the Western Cape live up to their names with Sneeukop (2070 metres) in the Skurweberg in the southern area frequently receiving a dusting of snow in winter, as do Sneeuberg (2027 metres) near Citrusdal and the other Sneeukop (1930 metres) near Wupperthal. About the author: Marion Whitehead developed a passion for the Cape’s mountain passes and poorts when she worked as a tour guide. Her tours and adventures through South Africa’s scenic trails inspired her creation of this book as well as Passes & Poorts South Africa. The freelance photojournalist loves roaming the country, looking for more exciting routes to share with readers. For more information visit www.jacana.co.za
Note: Read the Terms and Conditions of this competition at: www.tourismtattler.com/wp-content/images/Competition-Sep-2014-TermsConditions.pdf OCTOBER 2014
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DESTINATIONS
South Africa Leads the Way in African Tourism South Africa not only continues to lead the way when it comes to attracting the largest numbers of foreign visitors to Africa, but studies have shown that there has been impressive growth in the number of visitors from European countries that previously sent few tourists beyond the pools and beaches of resorts in Tunisia and Egypt. By Sue Blowers. Europeans are now going deeper and exploring the authentic sights and sounds of a continent that eschews cookie cutter vacations for something unique and adventurous. South Africa, with its highly developed tourism sector and large number of regular flights connecting it to capitals throughout the world, is serving as a gateway to the continent. This growth is now being felt in a growing number of South African industries, most notably the hospitality sector, where economists are forecasting continued growth well into 2016. Trends in South African Tourism and the "New Arrivals' Being able to attract new cohorts of travellers from countries that previously sent very few visitors is a clear sign of a well-developed tourism industry. Some of the most impressive growth in the number of visitors to South Africa has been from these types of countries. For instance, the number of tourists to South Africa from Austria jumped by an impressive 20% in 2013, while those coming from the Russian Federation grew by nearly 9%. Additionally, while over the years a traditionally large number of visitors have flown in from France, most recently the number of French visitors increased by 19%. Britons continue to flock to South Africa in large numbers (nearly 51,000 tourists each year), and interest in South African destinations increased by over 5% among those from the UK. Further Growth on the Horizon Overall, the number of foreign tourists to South Africa rose by 5.5%, according to the most recent statistics of the South African Tourism office. While the sharpest rise in visitors has been from those arriving by air from within Africa, the number of visitors from Europe, North America and Asia grew an average of just over 9%.
Yet what bodes particularly well for South Africa's tourism prospects is the fact that the domestic middle class has been growing, which means that regional tourism is likely to expand as well, much like leisurely travel took off in the West, at a time when the middle class was going through a period of expansion. Evelyn Mahlaba, South African Tourism’s new regional director for Africa, is certainly banking on this, as part of her strategy includes encouraging South Africans to explore their own country through regional travel. Exploring South Africa By Car Since the vast majority of foreign tourists arrive in South Africa by plane, the country boasts a comparatively large car rental industry. According to the most recent market research, leisure car rentals comprise one third of all car rentals in South Africa, with approximately 52% of vehicles booked by business travellers. The value of the car rental industry is expected to grow by a steady 1% each year over the course of the this decade, although with the growth in services related to car rentals, this rate of increase is likely to be higher. More South Africans who previously did not spend additional funds on car insurance are beginning to understand its importance and analysts expect that this will help drive up the value of the car rental industry in general, including within the realm of leisure car rentals. With over 350,000 kilometers of roads in South Africa and with much to see outside of the major urban centers, renting a vehicle is often essential for the independent traveller. Urban centers like Cape Town offer the hustle and bustle and cultural venues of world class cities, but the government is keen to ensure that visitors also explore the country's unique rural scenery and have launched a range of programs to help move this forward.
The Namibia Tourism Trade Directory
Available free of charge to Tour Operators & Travel Agents www.booknamibia.com 18
Tourism Tattler Trade Journal
OCTOBER 2014
WTM Africa Means business
Preparations for World Travel Market Africa (WTM Africa) 2015 are underway and the second edition of this leading travel and tourism event will once again be hosted at the award winning Cape Town International Convention Centre (CTICC) from 15 to 17 April. The organisers, Thebe Reed Exhibitions and Reed Travel Exhibitions, exceeded their expectations on the inaugural event held 2 and 3 May this year. With more than 370 exhibiting companies, 3091 travel professionals attending and 5353 pre scheduled appointments. An outstanding achievement for a first time event and positioning WTM Africa as the only event of its kind in Africa.
With the UNWTO reporting growth in both inbound and outbound tourism and some African nations expected to grow at an average annual rate of 5.7% - the highest Organised by:
of any world region - WTM Africa, which caters for both inbound and outbound markets, is a vital platform for the African travel and tourism industry. Bringing together worldwide buyers and sellers focused on the African travel and tourism markets, together under one roof. “The 2015 event will be held over three days, and promises to deliver more interaction, more education, more networking and most importantly, more business concluded than ever before witnessed in our industry here in Africa” said industry expert and newly appointed Exhibition Manager, Sheree Simpson.
WTM AFRICA IS NECESSARY FOR THE WIDEST RANGE OF TRAVEL PROFESSIONALS TO ATTEND This includes but is not limited to: Inbound and Outbound Retail Travel Agents, both leaisure and corporate MICE professionals Wholesale travel advisors Wholesale product buyers Group Travel Organisers Independent Travel Companies Tour Operators Online Travel Companies Corporate Travel Organisers In 2015, WTM Africa exhibitors can look forward to 3 days of lucrative business discussions with the world’s leading travel industry buyers from both emerging and traditional source markets, which will be hosted at WTM Africa 2015. WTM Africa’s
wtmafrica.com
prominent event programme, in partnership with local and international organisations, will provide a strong, professional series of conferences focusing on the African region, covering important topics affecting the market, offering industry insights of real value to any travel industry professional. WTM Africa has attracted volumes of interest from key quality senior buyers from across the globe. The portfolio aims to create business opportunities through its leading world travel events and industry networks with global reach and regional focus, providing customers with quality contacts, content and communities.
“
‘It is a huge event and it certainly places Cape Town one step ahead to becoming the events capital of Africa.” Roxanne Hoorn; City of Cape Town
“
WORLD TRAVEL MARKET AFRICA THE LEADING TRAVEL AND TOURISM BUSINESS TO BUSINESS EVENT
Fully supported by the City of Cape Town, the second annual WTM Africa will be held at the Cape Town International Convention Centre (CTICC) and the city is poised to host the only event of its kind in Africa. WTM Africa forms part of Africa Travel Week, which comprises of three co-located industry events namely International Luxury Travel Market (ILTM) Africa, International Business Travel Market (IBTM) Africa and WTM Africa.
EVENTS
Event Review
Greyville Exhibition and Events
Tourism Tattler joined over 500 media, hospitality, corporate and government event organiser representatives at Durban’s Greyville Racecourse on Thursday 18 September, to discover what the Greyville Exhibition and Events Company has to offer the travel trade. By Beverley Langkilde. An impressive fireworks display concluded the event at Greyville Racecourse.
I’ve attended the Durban July horse racing event at Durban’s Greyville Racecourse over may years, and have never thought of this ideally located piece of real estate as a venue to host events. It was with some trepidation therefore that my friend, Francoise Malby Anthony of Thula Thula Private Game Reserve, and I arrived on a rainy evening at the Greyville Racecourse Gate 10 entrance. Parking appeared to be problem on arrival, although after a brief verbal exchange in isiZulu with the security guard, we were ushered in and directed with alacrity to a dry under-cover parking bay. That over 500 guests had attended the function only became apparent after the event, as the organiser, Greyville Exhibition and Events Company, had cleverly escorted guests on arrival to a tour through the thirteen venues, each of which had been tastefully theme decorated, catered with delicious entrées and paired wine. It soon became apparent that Durban’s most recognisable landmark has indeed been transformed into a multipurpose event centre, and that our host, the eLan Property Group, is adept at hosting sporting events, conventions, corporate functions, concerts and weddings.
With over 25 years of experience, its little wonder that this team has been appointed as the sole marketing, sales and operations agents of hospitality at Greyville. With its close proximity to national highways and 5000 secure on-site parking bays, Greyville will soon be the preferred destination for both social and business occasions alike. With Thirteen magnificent indoor venues that boast a combined capacity of 20 000 people, it is clear that there is a new hotspot in town. Featuring the largest outdoor screen of its kind in sub-Saharan Africa and with infrastructure to host conferences of up to 50 000 people, there are no limits to any event organiser’s needs. During his welcome speech to guests, Alan Vels, Executive Director of Greyville Exhibition and Events Company said “The Pride of the Greyville Facility is undoubtedly the new Silver Ring Room. It’s one of the largest freestanding indoor facilities without columns in Durban, and is the quintessential events hall. Unobstructed views over Durban in the 2 100 square metre space and a capacity of 2 000 people banquet style make it an unrivalled option for large corporate
Setting the scene: each of the venues had been tastefully theme decorated to reflect the ambiance of possible usage.
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EVENTS
Having a ball at the Ball themed venue: Francoise Malby Anthony of Thula Thula Private Game Reserve and the author, Beverley Langkilde of Tourism Tattler.
functions and extravagant weddings. We are very excited about the possibilities this facility has and our bookings to date have exceeded our initial expectations.� The thirteen venues are completely multi-flexible and can be modified for an array of functions with unique specifications. From exhibitions on a grand scale to more intimate boardroom meetings, what sets Greyville apart is its willingness to adapt. Gone are the days of limited setup times and exorbitant costs for the staging of events. Greyville offers a reasonably priced solution that places the needs and scheduling of its guests as the primary concern. With the eLan Property Group being the main shareholders of the new company sponsoring the Gold Cup horse race for the next three years, a commitment to honouring the traditions of the venue is clear, but make no mistake, Greyville has become more than simply a racetrack. It’s where you, and your clients, will want to be. For more information contact Kim Jackson on +27 (0)82 378 2264 or email info@greyvilleevents.co.za or visit: www.greyvilleevents.co.za Below: The Centenary Room. Right top: The Saddlers Arms.
OCTOBER 2014
Tourism Tattler Trade Journal
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HOSPITALITY
HOW TO
BREW YOUR OWN CRAFT BEER
Guests appreciate the unique aspects provided by their hospitality host, so why not try brewing your own craft beer. Brew master Dean Langkilde shows us how.
GETTING STARTED You have two options here: buy the beer kit, which provides all the basic brewing equipment, and lets you skip the mashing process and jump directly to the boil (pick one up for around R1,000 from thebeerkeg.co.za). Or, jump straight in the deep-end with all-grain brewing, which is more complex and expensive. A typical beer kit will produce between 19 to 26 litres per batch. An all-grain set up will yield anywhere from 20 to 40 litres. Basic equipment includes a boiling pot, mash tun, airlock, fermenting container, syphon hose, thermometer, bottles, capper and bottle caps. The basic ingredients are; water, malted barley (the grains), yeast and hops.
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HOSPITALITY
THE BREWING The process can be broken down into three main stages: 1. BREW DAY
3. LAUTERING AND SPARGING
FERMENTATION
The first step is the most important: cleaning and sanitation. Wash and sanitise all items of equipment that will come into contact with your beer, then fill up your hot liquid tank and heat it up to get the right water temperature for mashing it.
Lautering is the process of removing the liquid from the grains. Once most of the starch has been converted to sugar, drain the sugar solution from the grains. Sparging is the process of adding additional hot water to help rinse out the sugar and reach your final brewing volume. A sparging water temperature of less than 70 degrees Celsius should be sufficient.
Once cooled, add the wort to the fermenter. Now it's tie to add the yeast - dry yeast needs to be rehydrated first. Make sure the yeast temperature is either cooler or the same as that of the wort, and that the wort is not too warm, as this may kill off the yeast cells or produce unwanted flavours. Make sure to aerate the wort as much as possible by pouring it back and forth between the fermenter and the boiler - this will give the yeast the oxygen it needs for fermentation. Now, close the lid of the fermenter and insert the airlock. The airlock ensures that gas can escape throughout fermentation and that no bacteria can find its way in. Ferment your beer in an environment with a stable temperature of between 18 and 24 degrees Celsius.
2. MASHING Mashing is the conversion of your grains from starch to sugar. You can but your grains pre-ground or grind them yourself. Add the grains to the container you're using as your mash tun. Soak at a temperature of approximately 67 degrees Celsius with the pre-heated water from your liquor tank. During this stage, enzymes from the barley break down starch into sugar. An average home-brewed beer will have converted all the starching it needs in about an hour-long mash.
BOILING The mixture is boiled to sanitise the wort (what you get after all the mashing) and to extract the aroma and flavour of the hops. Add your bittering hops at the beginning of the boil. Once the wort has finished boiling, it needs to be cooled quickly to avoid contamination and to reach the ideal temperature for fermentation. Plunge the whole pot into some icy water.
For more information, Dean Langkilde can be contacted on +27 79 212 9531
BOTTLING By now the yeast will have converted all sugar to alcohol, but you're sitting with flat beer. Carbonation happens by adding sugar at the bottling stage. You can make a priming solution by working out the amount of sugar you will need per bottle, boiling it in water, then cooling and adding to your beer before bottling. If you've bought a kit, the priming scoop allows you to add sugar directly to each bottle before capping. Cap your bottles by placing the cap on the bottle and clicking in with the bottle capper. Store in a cool place for two weeks and your beer's ready to drink! Of course, if the process described above is just too much hassle, you can get a brew master to craft a special brew for your hospitality establishment - and brand the beer label as a unique memento for your guests.
OCTOBER 2014
Tourism Tattler Trade Journal
23
LEGAL
and this is where packaging, labels, inserts & notices are extremely important as it may be your only chance to ‘communicate’ with such user.
RISK
IN TOURISM – PART 3 –
CUSTOMERS In Part 1 (page 36 - August issue), I categorised risk into five categories, namely; 1. PEOPLE, 2. MONEY, 3. LAW, 4. SERVICE and 5. ECOLOGY. I will be dealing with the risk profile of each, i.e. broadly speaking the areas of risk that any business is exposed to can been allocated under these five categories. In Part2, (page 22 - September issue), we covered the category of 'People' under four sub-categories: Staff (discussed in Part 1); Third party service providers (‘TPSP’); and Business Associates. Still under the category of People, Part 3 looks at Customers.
If T&C govern your relationship with the customer, it is imperative that you incorporate that in all promotional material (by adequate reference or in detail AND in a CPA compliant manner e.g. plain language & pertinent) and other communications with the customer along the critical transactional path™ (‘CTP’™) from the outset e.g. from the enquiry/estimate/quote stage up to and including the invoice and statement. If T&C are not introduced at the outset, then even in common law they cannot be introduced (At least not unilaterally) at a later stage. It also advisable that all transactions be recorded - The CPA requires it although it is not clear whether such recordal has to be audio or in writing, but then I have always advocated confirming all communications in writing/e-mail. The CPA requires of you to ensure that unusual risks are drawn to the attention of and accepted by the customer, and that the customer has no misapprehension. It has come to my attention that in this context there is a regular occurrence of a lack of explanation and/or misunderstanding about non-refundable deposits arising mainly in my view from a lack of compliance with the aforesaid.
The relationship between the supplier of goods and/or services one the one hand and the customer/consumer on the other hand has always been initiated by advertising, marketing and promotions in general, save possibly for impulse buying, be it at the till as you leave the shop or giving in to a hunger pang as you pass the hotdog stand. However what has changed and has had a major impact on risk is the Consumer Protection Act (Act 68 of 2008 - ‘the CPA’) - prior to the CPA, save for someone acting on an advertisement, purchasing a product or service and then claiming that the advertisement was misleading, the CPA applies to any promotion whether or not it results in a sale & entails criminal sanction!
Signage forms an integral part of the management of your risk vis a vis the customer from the physical CTP perspective. So for example signage about any risk such as steps or slippery tiles or unfenced pools/water features must be brought to the attention of the customer at the earliest possible opportunity. Again the content and appearance must meet the CPA requirements e.g. readable font, highly visible and plain language
Let’s have a quick look at one or two relevant definitions:
Despite the fact that the CPA has not nullified the common law principles of caveat subscriptor (signatory beware) and caveat emptor (buyer beware) and has introduced the concept of responsible consumer behaviour, the supplier cannot rely on these principles if it has not itself complied. Contract management has come to the fore – suppliers should ensure adequate consultation with the customer, signature and retention of documents.
‘‘promote’’ means to (a) advertise, display or offer to supply any goods or services in the ordinary course of business, to the public for consideration; (b) make any representation in the ordinary course of business that could reasonably be inferred as expressing a willingness to supply any goods or services for consideration; or (c) engage in any other conduct in the ordinary course of business that may reasonably be construed to be an inducement or attempted inducement to a person to engage in a transaction (‘agreement; or supply of goods or performance of service’). You’ll see from the above that not one of the variations require an actual supply or ‘transaction’ but what it does mean is that you have to scrutinize all your promotional material for CPA compliance – this would include hard copy, verbal/oral (e.g. radio), social media (e.g. blogging, Twitter, Facebook, etc), e-mails & website. Another definition that is important to suppliers is that of ‘consumer’ as it includes the so-called ‘end-user’ i.e. the user of the product or service who is not a party to the transaction (and therefore e.g. not signing/accepting/aware of your contractual relationship) – what is important in this regard is how you convey your terms and conditions (‘T&C’) or other contractual provisions to such a party 24
Compliance includes e.g. not being false, misleading or deceptive (e.g. any form of exaggeration or innuendo) in your documentation and actions and any T&C that does not comply may be deemed to be unfair, unjust and unreasonable. It should furthermore be noted that it is not required that any consumer suffers any kind of damage in order to report you to the CPA Commissioner!
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It should be borne in mind that even if your customers are legal persona e.g. a company, close corporation etc, and even if their annual turnover or their asset value exceed the (current) limit of R2 million, there are still a number of provisions of the CPA that apply!
Complaints handling including a well drafted without prejudice letter pertaining to settlement of a dispute when a compromise is negotiated is a prerequisite – to be drafted with input from a lawyer and in consultation with your insurers. This must go hand in hand with staff training. At the end of the day in forms part of your brand management Finally the right insurance cover is an absolute must and I’d suggest the following should be a minimum: Business Interruption (e.g. premises burning down); if you have key personnel that may be hard to replace, Key Man Insurance; Professional Indemnity/Errors and Omissions; Public Liability. Discuss this with your insurance broker. Disclaimer: This article is intended to provide a brief overview of legal matters pertaining to the travel and tourism industry and is not intended as legal advice. © Adv Louis Nel, 'Louis The Lawyer', October 2014.
MAKE YOURSELF AT HOME, WHEREVER YOU GO ON HOLIDAY IN SOUTH AFRICA From Cape Town to Umhlanga and George to PE, we have a hotel in all of SA’s favourite holiday spots that will make you feel right at home (and won’t break the bank either)
www.clhg.com
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MARKETING
The History of
Souvenirs
Souvenirs are a multi-million dollar business and have always formed a crucial part of the travel experience. Holiday Inn has mapped the evolution and history of souvenirs, tracing the very first travel mementos through to their modern day equivalents. By Anisa Ghuloom. The brand uncovers key dates, trends and fads that have impacted what and why travellers collect souvenirs since 980BC, including where the world’s largest gift shop can be found and which nation of travellers spend the most on souvenirs. The Evolution of Souvenirs is a prelude to a multi-part Souvenir Series, of infographics developed from a survey of travellers across Asia, the Middle East and Africa. The series delves into the cultural nuances, buying habits and perceptions of souvenir sharing across a wide range of nationalities and ages. “Souvenirs are an integral part of the travel experience - everyone has a souvenir that are treasured momentos of a great trip, as well as ones that might have quickly found their way to the back of a cupboard," says Lee Lin Teo, Director of Brand Management for the
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OCTOBER 2014
Holiday Inn Brand Family across Asia, Middle East and Africa (AMEA) at InterContinental Hotels Group (IHG). “The Souvenir Series gives us the opportunity to uncover not only what travellers like to bring home and share with friends, family and colleagues but also provides an incredible insight into the differences across this diverse and culturally rich region. We always want to learn more about our guests and provide new and exciting experiences, so we are looking forward to the insights from this research.” Keep updated on the Souvenirs Series and all other Holiday Inn news and campaigns by visiting HolidayInn.com/Communications. About the Author: Anisa Ghuloom is the Brand Communications Manager at InterContinental Hotels Group.
Advertisement sponsored courtesy of Ogilvy & Mather / Tourism Tattler as a service to the travel trade.
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