OPERATIONS OF THE TGCSA

Presentation by

Nivashnee Govender: Operations Manager

14 June 2012

THE OPERATIONS TEAM Chief Qsurance Officer

Operations Manager

(Nivashnee Govender)

PMA

Karabo Moshoete

PMA

Lindiwe Mbele

PMA

Pierre Wilhelm

PMA

Teddy Ntsente

PMA

Louis Godwin

Assistant Ops Manager

Karin Suter

ROLES & RESPONSIBILITIES OF THE OPERATIONS TEAM

The Operations Team as a whole have to ensure that the following KPIs are met:

1. Ensure that a minimum of 6172 properties are successfully graded between April 2012 and March 2013

2. Ensure that the Grading Criteria published are being used to implement correct grading by both assessors and establishments

3. Ensure that assessors are equipped with the support, knowledge and tools to be able to achieve the set targets

In order to achieve the above KPIs, each member of the Operations team have specific roles and responsibilities which will now be highlighted.

NIVASHNEE GOVENDER OPERATIONS MANAGER

•Overall daily management of all activities within the Operation Department

•Management of PMAs to ensure that pre-screening and Awards Committee related tasks are being executed timeously

•Assistance with assessor support where the Assistant Operations Manager and/or PMAs cannot assist

•Managing stakeholder relationships

•Liaison with other TGCSA departments to ensure smooth execution of grading

•Ensure that all assessors are fully trained and supported at all times

•Ensure that the TGCSA has an adequate number of assessors accredited in order to meet the required target of graded properties

•ENSURE SET TARGETS ARE MET AS STIPULATED ON THE TGCSA BUSINESS PLAN!!!!

KARIN SUTER ASSISTANT OPERATIONS MANAGER

•Daily administration of QiT:

–Approval of applications

–Queries from assessors specifically relating to changes to be made on QiT e.g. change of assessor

–Generation and management of database information as and when required for operational activities

•Assistance with assessor support where the PMAs cannot assist

•Administrative preparation for monthly Awards Committee Meetings e.g. generation of awards lists

•ENSURE SET TARGETS ARE MET AS STIPULATED ON THE TGCSA BUSINESS PLAN!!!!

LOUISE GODWIN WESTERN CAPE

BASED IN CAPE TOWN

LINDIWE MBELE KZN/FREE STATE

BASED IN DURBAN

PIERRE WILHELMS EASTERN/NORTHERN CAPE

BASED IN PORT ELIZABETH

KARABO MOSHOETE GAUTENG/NORTH WEST

BASED IN JOHANNESBURG

TEDDY NSENTE WESTERN CAPE

BASED IN CAPE TOWN

PROVINCIAL MASTER ASSESSORS (PMAs)

• Daily pre-screening of properties

• All admin related to the submission of properties:

– Ensure that assessors are submitting correct information

– Liaise with assessors on grading recommendations

– Liaise with establishments on grading queries

– Ensure that all Dispensation and Grace period requests are correct with adequate motivations provided

PROVINCIAL MASTER ASSESSORS (PMAs) Continued….

• Daily management of assessors with regard to targets being achieved

• Conduct audits

• Manage special stakeholder projects

• Source grading opportunities

• Manage daily general enquiries

ENSURE SET TARGETS ARE MET AS STIPULATED ON THE TGCSA BUSINESS PLAN!!!!

ASSESSORS • Assessors are service providers to the TGCSA and are bound by a Service

Provider Agreement (SPA) • All assessors go through a 10 day intensive training programme and have to

attain a 80% Pass! • Assessor Accreditation is a SETA Unit Standard Accreditation • They have refresher training that takes palce during the annual assessor

conference.

ASSESSORS Continued….

Key Role of Assessors: • Source clients! • Assist establishments with general information in preparation for grading • Conduct the actual grading assessment • Assist the client at the assessment with feedback on the recommended

grading result i.e.

• Ensure that their targets as set by the SPA are met monthly

• Assist the marketing Department with the following;

– Identify benchmark establishments

– Identify establishments that are illegally marketing themselves

– Identify grading opportunities that may require presentations and/or meeting between stakeholders and the TGCSA

• ENSURE SET TARGETS ARE MET AS STIPULATED ON THE TGCSA BUSINESS PLAN!!!!

ACCREDITED ASSESSORS

2007

2010

2011

2012

down 26 from 2007

3RD ANNUAL ASSESSOR CONFERENCE

72

68

46

53

Province Male Total Male Female

Total Female

Total per Province

Black White Black White Eastern Cape 1 1 1 1 2 3 Free State 0 1 1 1 Gauteng 1 5 6 3 3 8 12 KZN 4 4 0 2 3 6 Limpopo 2 1 3 0 3 Mpumalanga 0 1 1 2 2 North West 2 2 1 1 2 4 Northern Cape 1 1 0 1

Western Cape 4 1 5 5 5 10

22 23 42 Internal Assessors City Lodge Group 4 4 0

Southern Sun Group 7 7 0

11 0

Grand Total 7 26 33 8 15 23 53

Accredited Assessors

ENVIRONMENT IN WHICH WE WORK

In order for the operations team to function effectively, we function within an environment that is supported in the following way:

1. Predominantly use a Content Management System called Quality In Tourism South Africa (QITSA)

2. Have monthly team meetings i.e.

a) Operations Meeting

b) Business Unit Meeting

3. PMAs are based in fully equipped satellite offices which are sponsored by the Provincial Tourism Authorities

4. PMAs have been allocated Tool of Trade Vehicles

THE GRADING PROCESS

THIS IS A 5 STEP PROCESS

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from Assessor

Presentation at Awards

Committee

Awarding of Stars!

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from Assessor

Presentation at Awards

Committee

Awarding of Stars!

APPLICATION FORM – SCHEDULE OF CONDITIONS

APPLICATION FORM – CONTACT DETAILS

DAILY APPROVAL OF GRADING APPLICATIONS RECEIVED Cont..

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from Assessor

Presentation at Awards

Committee

Awarding of Stars!

INVOICING AND RECEIPTING

INVOICING

1 All invoicing is generated once QIT approvals are done

2 Invoices are generated by Oracle and distributed to the client and assessors

3 Properties have 30 days to make payment

4 The invoice number needs to be as a payment reference

5 If payment is overdue by 90 days, the application is automatically cancelled on QiT

RECEIPTING

1 Receipting is performed on a daily basis

2 Where deposits are not reflecting the invoice number, the receipting process will be delayed

INVOICING AND RECEIPTING ON QIT

SYNCHRONIZATION & DOWNLOAD OF GRADING APPLICATION ONTO ASSESSOR LAPTOP

SYNCHRONIZATION:

• Assessors need to synchronize on their laptop tools daily in order to receive any applications assigned to

ASSESSOR PAGE – GRADING ASSIGNED TO ASSESSOR

ASSESSMENTS PROCESS Assessor has to :

1. Contact client and confirm assessment date

2. Schedule the grading

3. Conduct the practical grading

4. Discuss the findings

5. Agree on the recommended grading

6. Submission to PMA Review

ASSESSMENTS PROCESS – TARGET GRADING

ASSESSMENTS PROCESS – MERS

ASSESSMENTS PROCESS – QUALITY SCORING

ASSESSMENTS PROCESS – RECOMMENDED GRADING

ASSESSMENTS PROCESS – SUBMISSION TO PMA REVIEW

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from

Assessor

Presentation at Awards

Committee

Awarding of Stars!

PMA REVIEW- PRE-SCREENING OF PROPERTIES

• Provincial Master Assessor – MAIN responsibility

• One more control measure – Rejection with reasons

• Final Decision by Awards Committee

This page show all the contact information of the property as well as rooms/ units available for occupation. It also displays published gradings which makes it easy for the PMA to know when last was the property graded of if it is a new property.

34

PRE-SCREENING – PRODUCT SCREEN

This is the screen that the PMAs work from in terms of the pre-screening process. Click on to “my assessment tab”.

35

PRE-SCREENING – ASSESSMENT SCREEN

5-STAR PMA REJECTION

4-STAR PMA REJECTION

DISPENSATION AND GRACE PERIOD

Certain properties may not meet the new Minimum Requirements and Grading Criteria.

1. These properties will submit a motivation for one of the following:

A Dispensation i.e. a permanent acceptance by the TGCSA of a minimum requirement not met. E.g.

– Historical Building, therefore cannot change walls!

– Showers Only due to Strong Environmental Policy & Water Saving Measures.

A Grace Period i.e. a specific duration for them to meet the requirement within their grading year. E.g.

– Not ALL your bathrooms have separate bath & shower for 5-Star.

– Flat screen TV’s.

– Screens for 4-Star Shower over bath

• Awards Committee will consider each case on its own merit.

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from Assessor

Presentation at Awards Committee

Awarding of Stars!

PRESENTATION AT AWARDS – TRACKER SYSTEM CONT

PRESENTATION AT AWARDS – ONLINE EVALUATION

Online Application

(New/Renewal)

Pay Invoice, Assessment of Establishment

Pre-screening of motivation from Assessor

Presentation at Awards

Committee

Awarding of Stars!

POST AWARDS PROCESSES

1. Approval of the meeting and automated approval letters

2. Visitor report to establishments

3. Certificates and Plaques

4. Assessors purchase orders and payment

IMPLEMENTATION FORUM

• Set-up by TGCSA in November 2010

• Chaired by Mr. Jegie Padmanathan

• Forum Members:

Mark Goveia – SAGAA Representative

Colin Knowles - SAGAA Representative

Ruby Gangiah – Non-SAGAA members representative

Thembi Kunene – TGCSA

Nivashnee Govender – TGCSA Operations

Karin Suter – TGCSA Operations

Thekiso Rakolojane – TGCSA Marketing

Fanie Shawe – TGCSA Finance

IMPLEMENTATION FORUM

1. Primary purpose is to deal with problems relating to QiT during the implementation of the system

2. Assessor representatives table agenda items on behalf of assessors

3. A number of core issues are raised monthly

4. Issues raised at forum meetings are tabled at monthly Awards Meetings for the committee to provide guidance where possible

5. Monthly minutes circulated to all assessors

SWOT ANALYSIS Strengths • QiTSA has been tailored to suit operations within the

South African environment and accommodates for our processes

• Strong grading criteria that is working to eradicate “soft stars”

• Policies and procedures are being adhered and is working for the betterment of the TGCSA

• Strong Assessors • Stringent assessor management processes being

implemented • TGCSA representation within provinces through PMAs

Weaknesses • The bureaucratic environment in which we have to

operate in sometimes • Lack of support from some provincial stakeholders

Threats • If the TGCSA loses key resources i.e. strong assessors

and PMAs • If QiTSA stops working

Opportunities • To up-skill PMAs to be a “one stop shop” i.e. for them

to be recognised as key resources within the industry

THANK YOU