Overview of the TGCSA

Portfolio Committee on Tourism

29 August 2014

Slide no. 1 © South African Tourism 2012

Structure of the Presentation

1. Introduction

2. New Tourism Act

3. Vision/Mission

4. Target Audience

5. Key Stakeholders

6. Grading Process

7. Criteria and Scoring Methods

8. 3-Year Membership

9. Human Resources (Staff, Awards Committee including Assessors)

10. Awards Committee Members

11. TGCSA Strategy Approval Process

12. TripAdvisor Partnership

13. 3-year Grading Criteria Review

14. TGCSA Performance History

15. Current Grading Statistics

2007 - Section 21 Chief Executive Officer

2009 – SAT Business Unit Chief Quality Assurance Officer

Tourism Act no 3 of

2014

1. Introduction/Background

1. Introduction/Background

Phase 1

2007

• Chairman – Mr Alan Romburgh

• Re-establish credibility lost (Internal Focus)

• Introduction of SPA with Assessors

• Management of invoices and fees taken away from Assessors

Phase 2

2010

• Chairman – Mr Peter Bacon

• Solidify gains made to entrench credibility (External Focus)

• QiT system – Quality in Tourism – to manage grading process

• Launch of Comprehensive, stricter Grading Criteria and Minimum Requirements

• 3-year Membership System

Phase 3

2013

• Chairman – Mr Graham Wood

• Retention strategies for both Graded Establishments as well as Grading Assessors

• Assessor Business Model, Basket of Benefits & Improvement on Skills

The Future Focus

The NDT Tourism Act

Implementation Team

to confirm

“The establishment of one or more schemes in term of which tourism

Services, Facilities and Products are graded and classified”

Tourism Act 3 of 2014

2. The New Tourism Act

Tourism Grading Council

Accommodation

Tour Operators

Restaurants

Tourist Attractions

Mission

Continually enhancing

the credibility and skills

of the Grading

Assessors

Continually enhancing

the credibility of the

Grading Process and

Grading Criteria

Ensuring a tangible

Basket of Benefits for

graded establishments

Strengthen the SA Tourism Brand by implementing a recognisable

and credible globally bench-marked system of quality assurance

for tourism experiences which can be relied upon.

1 2 3

Strategic Objectives

Vision To be an internationally recognised, credible and predictable brand

that stands for quality and enriched tourist experiences.

Continually enhancing

the credibility of the

Lilizela Tourism

Awards

4

3. Vision, Mission, Strategic Objectives & Goals

Quality Grade

Establishments

accurately

Recognise Great

Performing

Establishments

Strategic Goals

Slide no. 6

Who is our Primary Target Audience?

What are we Passionate

about?

Who would be willing to Pay for it?

What do we do Best?

Providing a quality

tourism experience to

all tourists

Helping

establishments

deliver an excellent

experience to the

tourist.

Establishments

are willing to pay

for Business

Growth

Establishments

4. Target Audience

Tourist Ultimate Beneficiary

Slide no. 7

5. Key Stakeholders

ASSESSORS TRADE

ESTABLISHMENTS

UNGRADED GRADED CANCELLED

Fedhasa, TBCSA,

NAA, SATSA etc

National Department of Tourism

TOURISTS

Slide no. 8

Online Application

Process on QiT

Payment of Invoice

Visit by Assessor

Pre-screening by PMA

Monthly Property Approvals Exco

Meeting

Award of Certificate and

Plaque

6. Grading Process

Bad

Debtor

7. Criteria and Scoring Methods

Hotel Standard Criteria

Building Exterior 69 Appearance, Grounds and Gardens, Parking, Safety and Security

Bedrooms 225

Décor, Furniture, Electronic Appliances, Wardrobe, Curtains and Window Coverings, Flooring, Bedding and Linen, Temperature Control, Lighting

Bathrooms 136 Type of bathroom (two persons vanity, etc), Flooring, Décor, Fixtures and Fittings, Towelling, Lighting and ventilation

Public Areas 80 Décor, Furnishings and Fixtures, Flooring, Skirting, Lighting, Atmosphere and Ambiance

General Facilities 26 Tea/Coffee making facilities, TV, i-Pad or any other 536

Category Specific Criteria

Dinning Facilities 155

Décor, Furnishings and Fixtures, Flooring, Skirting, Lighting, Atmosphere and Ambiance, Menu, Table Appointment, Breakfast/Lunch/Dinner presentation and quality

General Services and Service 160 Welcome, Friendliness and Appearance of Staff, Reservation, Check-in/out, Porterage, Laundry, Tourist information, Business facilitites

Housekeeping Services 70 Cleanliness of all areas, bed, bath, carpets, surfaces polished?

Additional Facilities 28 Spa, Resident Lounge, Sporting facilities, Gym, playground, luggage storage, customer feedback system?

Responsible Environment 51

Water (shower heads flow rate, re-use of grey water, twin flush cisterns) and Waste Management (recycling programme, energy saving lights, solar/heating initiatives)

464 1000

Slide no. 10

8. Three-Year Membership

3-year Membership System was introduced in

Oct 2012

Establishments commit to quality for a

minimum of 3-years

• Protecting the TGCSA Brand from Illegal

Use of Stars

• Consumer Confidence for a min of 3-years

• 3-months notice PRIOR to expiry to Exit

the system

Service Providers = 52

Full Time Employees = 13

Total = 65

Chief Quality Assurance

Officer

Manager: Marketing &

Comms

Marketing Assistant

Manager: Operations

Assistant Manager Ops

6 x Provincial Master

Assessors

52 x Assessors

Brand Manager:

Lilizela

Annual Judging Teams

Personal Assistant

9. Human Resources - Staff NDT

SAT Board

Awards Committee

9. Human Resources - Awards Committee

• 11 Members, reflects the following skills and areas of

knowledge, experience and expertise:

• Universal Accessibility

• Hospitality

• Decor

• Architecture

• Grading Categories (Hotels, Self-Catering, Caravan

& Camping, etc)

• The CQAO is the 12th member of the Awards Committee

QUARTERLY AWARDS COMMITTEE MEETINGS

• 1 June 2012

• 12 Members

Chairman

Mr Graham Wood

Ms. Amor Malan

Universal Accessibility

Ms. Caroline Ungersbock Guest Accommodation

Ms. Nonhlanhla Tshabalala Architecture

Mr. Jegie Padmanathan

Formal Accommodation

Mr. Tony Hazel

Self Catering/Timeshare

Mr. Alan

Romburgh

Hospitality

Mr. Mark Goveia

Caravan & Camping,

Backpacker & Hostelling

Mr. Julie-Joe Madala

Ndlovhu

Catering and Decor

Mr. Yusuf Patel

Decor

Ms. Nyeleti Mushwana

Emerging Tourism

Entrepreneur Sector

Ms. Nina Freysen-Pretorius

MESE

Ms. Thembi Kunene

Chief Quality Assurance Officer

Province Male Total Male Female Total

Female

Black White Black White

Eastern Cape 0 2 2 1 1 2

Free State 0 0 0 0 0 0

Gauteng 3 4 7 1 4 5

KZN 1 3 4 1 2 3

Limpopo 1 0 1 0 0 0

Mpumalanga 0 1 1 0 1 1

North West 0 1 1 1 1 2

Northern Cape 1 0 1 0 0 0

Western Cape 2 3 5 1 6 7

22 20 42

Internal Assessors

City Lodge Group 0 4 4 0 0 0

Southern Sun Group 1 5 6 0 0 0

10 0 10

Grand Total 9 23 32 5 15 20 52

9. Human Resources - Assessor Pool

Mission Strengthen the SA Tourism Brand by implementing a recognisable

and credible globally bench-marked system of quality assurance

for tourism experiences which can be relied upon.

10. The Big Thing To Do?

Get establishment owners to grade their

establishments by showing them that grading

will result in business growth through a

tangible basket of benefits, skilled assessors

and a credible grading process

11. Summary of Challenges

1. Maintain and enhance the Grading System as a

Voluntary System

2. Enhance the Credibility and skills of Assessors

3. Enhance the credibility of the Grading Process

and Grading Criteria

4. Recognise great performers through Lilizela

Awards

5. Enhance and effectively communicate the

relevant Basket of Benefits

Slide no. 21

12. Revised Strategy - Approval Process

• Development of Revised Strategy for TGCSA

• 2days session by Awards Committee (Sept 2013)

• Exco Deliberations

• SAT Wider Management Team

• Special Awards Committee Meeting (27 June 2014)

• Final Exco Comments (17 July 2014)

• Consultation with NDT

• Approval by SAT Board (August 2014)

• Presentation to NDT for consideration and approval

• Implementation 1 April 2015

12 Aug 2014

13. Partnership -

• Partnerships with Online Review Platforms

• Deeper insights on consumers of SA products:

•By Province

•By Product Type

•By Consumer Type

• Empower Assessors to be of greater value to

establishments during annual visits

• Deliver on the Brand Promise – South Africa is an

internationally competitive destination of choice for

quality experiences

Quality Star

Grading Consumer

Rating

1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0 Grand Total

5-Star 0.0% 0.0% 0.0% 0.0% 0.1% 0.2% 1.1% 3.7% 5.1% 10.2%

4-Star 0.6% 0.0% 0.3% 0.5% 1.6% 3.6% 9.3% 18.9% 17.1% 51.9%

3-Star 0.5% 0.2% 0.8% 0.9% 3.4% 5.0% 7.8% 9.2% 6.9% 34.7%

2-Star 0.0% 0.0% 0.1% 0.1% 0.4% 0.3% 0.7% 0.2% 0.2% 2.0%

1-Star 0.0% 0.0% 0.0% 0.1% 0.4% 0.4% 0.2% 0.1% 0.0% 1.2%

1.1% 0.2% 1.2% 1.6% 5.9% 9.5% 19.1% 32.1% 29.3% 100%

62 11 68 91 335 539 1083 1820 1662 5 671 Total Establs

TripAdvisor

Grading

Council

4-5* Grading – Low Rating

6.9%

4-5* Grading – High Rating

55.3%

1-3* Grading – Low Rating

12.6%

1-3* Grading – High Rating

25.2%%

80.5% of Graded Establishments currently receive a high

consumer rating of 4 and above!

Respondent Statistics - 2013

Per Category I / We have reviewed the standards and are satisfied with the Minimum Requirements

and Grading Criteria standards used by the Tourism Grading Council of South Africa.

Keep up the good work of protecting our standards.

FA

%

FA

#

GA

%

GA

#

SC

%

SC

#

B&H

#

B&H

%

C&C

%

C&C

#

MESE

%

MESE

# TOTALS

Total Invitations per

Category 19% 1226 53% 3361 19% 1196 4% 239 3% 218 2% 123 6363

Yes: We agree to all

standards 59% 268 64% 770 64% 255 49% 54 70% 53 44% 33

1433

( 62%)

No: We wish to

comment on the

standards 41% 186 36% 434 36% 144 51% 57 30% 23 56% 42

886

(38%)

Submitted Totals 454 1204 399 111 76 75 2319

36.5%

14. 3-Yr Grading Criteria Review

15. TGCSA Performance History

2007-2008 2008-2009 2009-2010 2010-2011 2011-2012 2012-2013 2013-2014 Target

2014-2015 Target

2015-2016 Target

2016-2017

Total New 658 1808 1635 967 1281 1719 920

Total Renewal 4742 5132 6007 4965 3605 4303 4751

Grand Total 5400 6940 7642 5932 4886 6022 5671 6068 6493 6947

Annual Growth 658 1540 702 -1710 -1046 1136 -351 397 425 454

Annual Growth% 14% 29% 10% -22% -18% 23% -6% 7% 7% 7%

Property Approvals Meetings 450 578 637 494 407 502 473 506 541 579

Approved Strategy?

2013-2014 Target

2014-2015 Target

2015-2016 Target

2016-2017

920

4751

5671 7088 7584 8115

-351 1417 496 531

-6% 25% 7% 7%

473 591 632 676

New, stricter

Grading Criteria

3-Year

Membership

• Basket of Benefits

• Business Model for Assessors

Number of Graded Establishments As at end March 2014

Non-Hotel

Accommodation EC FS GP KZN LP MP NW NC WC

Grand

Total

Backpacker & Hostelling 12 2 9 9 2 2 1 1 38 76

Bed & Breakfast 182 14 177 232 22 33 18 34 310 1 022

Caravan & Camping 16 7 1 11 14 10 10 4 24 97

Country House 32 7 29 15 9 10 4 2 69 177

Guest House 233 54 431 146 54 112 71 71 587 1 759

Lodge 49 9 43 58 83 55 13 34 32 376

Self Catering 112 33 80 181 79 63 27 28 735 1 338

Non-Hotel

Accommodation Total 636 126 770 652 263 285 144 174 1 795 4 845

Hotel Total 54 27 180 108 28 34 21 24 187 663

Accommodation Grand

Total 690 153 950 760 291 319 165 198 1 982 5 508

MESE Total (Business

Tourism) 7 11 72 4 15 18 5 13 18 163

Grand Total Graded

Properties 697 164 1 022 764 306 337 170 211 2 000 5 671

15. Current Grading Stats

Number of graded Rooms As at end March 2014

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

Grand

Total

Backpacker & Hostelling 556 132 798 723 87 49 200 32 1 278 3 855

Bed & Breakfast 1 575 105 1 117 1 516 258 270 119 340 1 624 6 924

Caravan & Camping 655 406 50 1 025 1 368 1 112 217 660 1 534 7 027

Country House 321 81 345 170 153 103 29 25 771 1 998

Guest House 2 536 619 4 395 1 540 785 1 327 667 907 4 481 17 257

Lodge 497 263 1 248 986 1 587 1 129 156 804 445 7 115

Self Catering 985 356 792 1 563 1 699 1 452 179 863 4 083 11 972

Non-Hotel Accommodation

Total 7 125 1 962 8 745 7 523 5 937 5 442 1 567 3 631 14 216 56 148

Hotel Total 3 780 1 697 20 242 8 200 1 597 2 268 957 2 827 14 460 56 028

Accommodation Grand

Total 10 905 3 659 28 987 15 723 7 534 7 710 2 524 6 458 28 676 112 176

MESE Total (Business

Tourism) 38 30 531 26 63 67 19 48 76 898

Grand Total Graded

Properties 10 943 3 689 29 518 15 749 7 597 7 777 2 543 6 506 28 752 113 074

15. Current Grading Stats

Tourism Grading Council of South Africa

Number of Graded Establishments

As at end July 2014

Non-Hotel

Accommodation EC FS GP KZN LP MP NW NC WC

Grand

Total

Backpacker &

Hostelling 12 2 11 10 2 1 1 1 33 73

Bed & Breakfast 177 14 161 213 17 34 19 29 283 947

Caravan & Camping 15 8 1 11 10 10 9 4 22 90

Country House 30 6 29 16 8 11 3 1 70 174

Guest House 223 53 410 137 54 115 64 65 527 1 648

Lodge 47 8 42 56 77 52 12 35 31 360

Self Catering 104 33 75 164 67 62 27 26 673 1 233

Non-Hotel

Accommodation Total 608 124 729 607 235 285 135 161 1 639 4 525

Hotel Total 54 27 179 103 32 32 20 24 165 636

Accommodation Grand

Total 662 151 908 710 267 317 155 185 1 804 5 161

MESE Total (Business

Tourism) 5 10 67 2 15 18 6 12 17 152

Grand Total Graded

Properties 667 161 975 714 282 335 161 197 1 821 5 313

Tourism Grading Council of South Africa

Non-Hotel

Accommodation EC FS GP KZN LP MP NW NC WC

Grand

Total

Backpacker &

Hostelling 516 132 1 363 788 87 25 200 32 1 205 4 348

Bed & Breakfast 1 538 105 1 012 1 423 211 311 134 235 1 480 6 449

Caravan & Camping 707 518 50 1 025 1 169 1 114 177 660 1 320 6 740

Country House 298 51 362 176 145 116 21 19 775 1 963

Guest House 2 283 596 4 206 1 456 798 1 393 626 841 4 040 16 239

Lodge 492 241 1 174 975 1 474 1 092 150 860 431 6 889

Self Catering 940 366 693 1 556 1 566 1 441 232 843 3 901 11 538

Non-Hotel

Accommodation Total 6 774 2 009 8 860 7 399 5 450 5 492 1 540 3 490 13 152 54 166

Hotel Total 4 215 1 697 19 336 8 847 1 902 2 084 899 2 827 11 161 52 968

Accommodation Grand

Total 10 989 3 706 28 196 16 246 7 352 7 576 2 439 6 317 24 313 107 134

MESE Total (Business

Tourism) 32 27 467 5 62 63 25 44 56 781

Grand Total Graded

Properties 11 021 3 733 28 663 16 251 7 414 7 639 2 464 6 361 24 369 107 915

Number of Graded Rooms

As at end July 2014

Thank You!