Portfolio Committee on Tourism Ms Thembi Kunene Chief Quality Assurance Officer 22 May 2012

Portfolio Committee on Tourism

Ms Thembi KuneneChief Quality Assurance Officer

22 May 2012

Ensure Tourism is the leading economic sector in South

Africa, and so promote sustainable economic and social empowerment of all

South Africans

Implement a recognisable and credible, globally bench-marked system of quality

assurance for accommodation and MESE experiences which

can be relied upon by visitors when making their choice of

establishment

CONSISTENT ACCURACY!

OLD vs. NEW SYSTEM

PUTTING THE S-T-A-R-S WHERE THEY BELONG

OLD

1 Fair

2 Good

3 Very Good

4 Excellent

5Exceptional

NEW

1Acceptable

2 Good

3 Very Good

4 Excellent

5Outstanding

CATEGORY DEFINITIONS

WORDING TO ASSESSMENT AREAS

TOTAL AREAS TO BE ASSESSED

OLDNEW

6363 4343

TOTAL POINTS TO BE SCORED

NEW

1,0001,000OLD

460

460

OLD SCORING METHOD

Assessor used own

judgement what score

to allocate

NEW SCORING METHODS - QIT SA SYSTEM

YESYES

NONO

UNIVERSAL ACCESSIBILITY

A FIRST IN THE HISTORY OF GRADING!

UA LEVEL - VISUAL

UA LEVEL - COMMUNICATION

THE ASSESSORS

TRAINING ON THE NEW GRADING CRITERIA & IT SYSTEM

• Assessors and TGCSA Staff!

• 80% Pass attained!

• SETA unit standard 11

ACCREDITED ASSESSORS

2007

2010

2011

2012

down 26 from 2007

3RD ANNUAL ASSESSOR CONFERENCE

72

68

46

59

Accredited Assessors

Province Male Total Male Female Total Female  Black White Black  White  Eastern Cape   1 1 1 1 2Free State     0  1 1Gauteng 1 5 6 4 4 8KZN   4 4 1 2 3Limpopo 2 1 3    0Mpumalanga     0 1 1 2North West   2 2 1 1 2Northern Cape   1 1    0Western Cape 4 1 5  5 5      22    23 45           Internal Assessors          City Lodge Group   4 4    0Southern Sun Group   7 7    0      11    0

Grand Total 7 26 33 8 15 23 56

THE ACCREDITATION

PRE-SCREENING OF PROPERTIES

• Provincial Master Assessor - MAIN responsibility

• One more control measure

• Final decision by Awards Committee

MONTHLY AWARDS COMMITTEE MEETINGS

• 10 Members +Chief Quality Assurance Officer (Me)

Chairman Mr Peter Bacon

Mr Ahmed Chotia (Travel) Mr Mzi Gcanga (Architecture) Mr Philip Thompson (UA)

Mrs Smangele Nhlapo (Decor)Mr Julian Smith (Decor)

Mr Jegie Padmanathan (Hospitality) Mr Brett Dungan (Hospitality)

MrTony Hazel (Hospitality) Mr Alan Romburgh (Hospitality)

• Plaque has been redesigned with new security features.

• South Africa needs to know how friendly our tourism accommodation facilities are to people living with disabilities

• 800 Establishments have UA Grading!!!

The Grading Process

Scoring MethodsHotel  Standard Criteria  

Building Exterior 69

Bedrooms 225

Bathrooms 136

Public Areas 80General Facilities 26  536   

Category Specific Criteria  

Dinning Facilities 155

General Services and Service 160Housekeeping Services 70

Additional Facilities 28

Responsible Environment 51  464  1000

Grace Period Requests Granted (2011-2012)Installation of Electronic Safes 33

Replacing old TV's  28

Installation of full length mirrors 27

Bathroom maintenance  19

Upgrade furniture 13Upgrading/installing adequate vanity space in bathrooms 12Replacing old bedding/linnen 10

Replace or install curtains 10Replace mattresses 7Provide luggage racks 7

Ugrade lighting in the room 6Install Headboards 10

Install shower screens 2Replace Carpets 2Provide more TV channels 3etc, etc

Total Granted 208

Stats and Benefits to being Graded

Executive Establishments Summary Executive Establishments Summary As at end March 2012As at end March 2012

Non-Hotel Accommodation EC FS GP KZN LP MP NW NC WC

Grand Total

Backpacker & Hostelling 11 1 6 7 1 1 5 1 28 61

Bed & Breakfast 218 21 172 272 24 46 45 28 325 1151Caravan & Camping 10 4 1 11 12 6 12 6 19 81

Country House 30 2 17 19 5 12 3 2 75 165

Self Catering 121 25 95 179 74 72 37 32 678 1313

Guest House 232 56 407 156 58 103 111 82 586 1791

Lodge 51 8 40 65 77 51 22 47 27 388

Non-Hotel Accommodation Total 673 117 738 709 251 291 235 198 1738 4950

Hotel Total 60 24 153 103 30 27 28 17 176 618

Accommodation Total 733 141 891 812 281 318 263 215 1914 5568

MESE Total 5 7 76 7 11 17 6 18 13 160

Grand Total Graded Properties 738 148 967 819 292 335 269 233 1927 5728

These stats include ALL establishments with a LIVE status in QiT. Cancelled establishments are not included.

Annual Performance for TGCSA

10 May 2012

Actual 2008-2009

Actual 2009-2010

Target 2010-2011

Actual 2010-2011 Var.

Original Target 2011-2012

REVISED Target 2011-2012

Actual 2011-2012 Var

Target 2012-2013

Total New 1808 1635 1281 967 -314 1281 968 1165 197 987

Total Renewal 5132 6007 7007 4965 -2042 7007 5083 3721 -1362 5185

Grand Total 6940 7642 8288 5932 -2356 8288 6051 4886 -1165 6172

Annual Growth 1540 702 646 -1710 -2356 119 -1046 -19% 121Annual Growth% 29% 10% 8% -22% -28% 2% -18% 2%

Total LIVE Propertie 5728 -5%

323Short of 6051

842 Added to 4886 due to:

Scheduled

Processing

PMA Review

Assessor Review

• World’s largest online travel agent!

• 143,422 people booked to come to South Africa from EXPEDIA web sites.

• The total revenue from these bookings was $81.8m or approx. R 572m

• Of which:– 138,800 room nights purchased– Total hotel bookings on EXPEDIA being $3.4m or R

24.3m

• 12,906 people booked to come to South Africa via Lastminute/Travelocity web sites.

• The total revenue from these bookings was $11.8m or approx. R 83.1m

• E-Bookers have a relationship only with our UK office at present

• 3,467 people booked hotel accommodation via e-Bookers to the value of $475,441.93 or R 3.3m

TripAdvisor is the world’s leading Travel Review Site with over 50mil unique monthly visitors:

Feedback

5,0725,072

Listed establishments on

87,64087,640

Reviews

600600

Qualitative + Quantitative

Annual Awards?

Total Government Spend = R520 699 349.00

Transactions Night Away Total % Split

Hotels            166 576           359 579     R435 389 016  83.6%

Guest Houses               22 249              58 004        R44 361 373  8.5%

Bed & Breakfast               15 403              40 156        R30 711 720  5.9%

Lodges                  5 134              13 385        R10 237 240  2.0%

209 362 471 124 R520 699 349 100.0%

Total Government SpendApril 2011-March 2012

Spend on Graded EstablishmentsApril 2011-March 2012

Transactions Night Away Total % Split

5 Star               41 872             94 225    104 139 870  20.0%

4 Star               69 090          155 471     171 830 785  33.0%

3 Star               60 715          136 626     151 002 811  29.0%

2 Star               25 123             56 535       62 483 922  12.0%

No Rating               12 562             28 267       31 241 961  6.0%

209 362 471 124 520 699 349 100.0%

Spend on Graded EstablishmentsApril 2011-March 2012

Cabinet Decision of 2002

• Support ONLY Graded Establishments• 22 Govt Departments thus far (R520bil)• Still to report:

– 5 Govt Depts– 9 Provincial Depts– All Municipalities

• Portfolio Committee Support needed:

–Encourage all dept to report back to TGCSA!

TGCSA @

 INDABA 2012

Stakeholder Function 13 May 2012

Ms. Thembi Kunene with members of the Portfolio Committee on Tourism

L-R: Thembi Kunene, TGCSA CQAO, Minister Dansua (Minister of Tourism Ghana), Amb. Kingsley Makhubela, Director General Department of Tourism, Mr Gumede, Portfolio Committee on Tourism chairperson, Mr Zweli Mntambo, SAT Board, Mr Frank Kilbourn, SAT Chairman, Mr. Thulani Nzima, SAT CEO

L-R: Mr Thulani Nzima, SAT CEO, Ministers Dansua (Minister of Tourism, Ghana), Ms Thembi Kunene, CQAO, TGCSA

Ms Thembi Kunene and the TGCSA Awards Sub-Commiittee

Ms. Thembi Kunene, Salifou Siddou, TEP CEO, Caroline Ungesbock, NAA-SA President

Ms. Thembi Kunene and the TGCSA team

UA Breakfast, 15 May 2012

L-R: Thembi Kunene, Phillip Thompson, Deputy Minister of Tourism, Minsiter Tokozile Xasa

L-R: Victor Tharage, Deputy Director General, Branch, Policy, Research, Monitoring & Evaluation, Alan Romburg, Awarsd Committee, Phillip Thompson, Awards Committee, Thembi Kunene, Minisiter Xasa, Smangele Nhlapho, Awards Committee, Arie Sierlies 

Questions and Answers

PROUDLY SOUTH AFRICAN!PROUDLY SOUTH AFRICAN!

THANK YOU