JULY 201402 Tourism Tattler Trade Journal

For more information visit www.satsa.com/satsa-conference-2014. Registration at: www.eventsregistration.co.za/ereg/index.php?eventid=92916&

JULY 2014 03Tourism Tattler Trade Journal

EDITORIAL04 Accreditation06 Article Comments ATTRACTIONS09 South Africa: Great White Sharks BUSINESS08 SATSA Market Intelligence Report COMPETITIONS06 Win a Coffee Table Book13 Win 1 of 5 iKhokha Card Readers24 Win a case of Rhinofields Pinotage CONSERVATION14 World Heritage: Okavango Delta DESTINATIONS16 RETOSA TFCA - Great Mountains EDUCATION18 English Writing Tips

PUBLISHERTourism Tattler (Pty) Ltd.PO Box 891, Umhlanga Rocks, 4320KwaZulu-Natal, South Africa.Company Reg.No.: 2006/015252/07Website: www.tourismtattler.com

EXECUTIVE EDITOR Des LangkildeTel: +27 (0)32 815 0414 Cell: +27 (0)82 374 7260Fax: +27 (0)86 651 8080E-mail: editor@tourismtattler.comSkype: tourismtattler

Issue 07 (July) 2014

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.

Adv. Louis NelAndre du ToitBelinda McLaughlinDr. Maeve Maddox

Contents

HOSPITALITY20 Property Review: Hotel Verde22 Africa's Hospitality Growth24 Wine: Soul of the Grape - Part 2 LEGAL27 ‘POPI’ Act - Part 14 MARKETING28 How to create Brand Ambassadors NICHE TOURISM29 Voluntourism PHOTOGRAPHY30 Focus, Lighting & Background RISK31 Managing Risk - Part 1 TRADE NEWS Visit our website for daily travel news

02 SATSA Conference 201407 SYNC Accounting & Business Services07 SATIB Insurance Brokers08 World Travel Market-London09 White Shark Projects

EDITORIAL CONTRIBUTORS

MAGAZINE SPONSORS

11 British Airways12 iKhokha - Emerge Mobile19 Sports & Events Tourism Exchange32 National Sea Rescue Institute (NSRI)

IN THIS ISSUE

13

Hospitality: Property Review - Hotel Verde, Cape Town, South AfricaHospitality: Property Review - Hotel Verde, Cape Town, South Africa

20

Kimberley Clare Nanson.Kirsten BohleKwakye Donkor Lindiwe Magana

Martin Jansen van VuurenMwangi GithaluNancy Gard McGeheePeter Wickham

Competition: Win 1 of 5 iKhokha mPOS Bank Card Payment Devices

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Conservation: Botswana's Okavango Delta and other World Heritage Sites in AfricaConservation: Botswana's Okavango Delta and other World Heritage Sites in Africa

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AccreditationThe African Travel & Tourism Association (Atta)Tel: +44 20 7937 4408 • Email: info@atta.travel • Website: www.atta.travelMembers 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.

Official Travel Trade Journal and Media Partner to:

The Green Expo - Sustain Our Planet. Sandton, Johannesburg - 10 - 12 April 2014Tel: +27 (0)21 689 3262 • Email: info@thegreenexpo.co.za • Website: www.thegreenexpo.co.zaThree City Events, organisers of The Green Expo, have noted the need for a generally accessible exhibition focusing on sustainability issues appealing to the homeowner as well as the business person. It is with this in mind that The first Green Expo was held at the CTICC in November 2011. The success of this expo led to the launch of the Johannesburg Green Expo to be held in September at the Sandton Convention Centre.

National Accommodation Association of South Africa (NAA-SA)Tel: +2786 186 2272 • Fax: +2786 225 9858 • Website: www.naa-sa.co.zaThe 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.

The Regional Tourism Organisation of Southern Africa (RETOSA)Tel: +2711 315 2420/1 • Fax: +2711 315 2422 • Website: www.retosa.co.zaRETOSA 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 sustainable development, improved regional competitiveness, and effective destination marketing. RETOSA Member States are Angola, Botswana, DR Congo, Lesotho, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Seychelles, South Africa, Swaziland, Tanzania, Zambia and Zimbabwe.

The Southern Africa Tourism Services Association (SATSA)Tel: +2786 127 2872 • Fax: +2711 886 755 • Website: www.satsa.comSATSA 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 of a SATSA member. SATSA represents: Transport providers, Tour Operators, Destination Management Companies, Accommodation Suppliers, Tour Brokers, Adventure Tourism Providers, Business Tourism Providers and Allied Tourism Services providers.

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 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.

World Travel Market London 2014Tel: +44 (0)20 8910 7897 • Email: polly.magraw@reedexpo.co.uk • Website: www.wtmlondon.comWorld Travel Market - London 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.

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.orgICTP 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 2014Tel: +44 (0)1865 989280 • Website: www.safariawards.comWith 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.

JULY 201404 Tourism Tattler Trade Journal

cover storyThe private sector of South Africa's travel trade needs a kick up its collective backside.

I know I'm generalising here, but the industry seems to be suffering from a terminal case of apathy. There are exceptions of course, but I still find that many tourism establishments don't have a clue about what service excellence really means. Either that or survival instinct has kicked in and they don't find the time for staff training and a concerted effort to make their guests feel welcome.

The word 'Welcome' literally means 'to receive with pleasure and hospitality into one's company or home: a welcome guest'.

The South African travel trade can't continue to point fingers at the public sector. Sure, the recent debacle concerning immigration regulations was unfortunate, but the TBCSA and SATSA are addressing this issue. It is encouraging to note that President Zuma's State of the Nation Address specifically mentioned inter-governmental/business relations and to create an enabling environment for the travel and tourism trade. Certainly, the National Department of Tourism and South African Tourism are playing their part.

South African Tourism's consumer insights show that personalised and authentic experiences are what tourists to our destination increasingly seek. They want to meet the real people of South Africa, spend time with us, eat the food we eat, be part of our culturally rich lifestyle and feel welcomed.

South African Tourism's Welcome Campaign, launched in 2005 to encourage South Africans to be good hosts, has a wealth of information and marketing resources that the travel trade can tap into.

Visitors to the website (www.welcome.southafrica.net) can click on the knowledge centre, and find content that provides insight into the needs and desires of Indian, Chinese tourists; videos that give insights on wine pairing and general wine etiquette; and a video that helps you learn more about adventure tourists. All this and much more is available for download.

Also available on the website is the Welcome Toolkit, which gives tools to assist in welcoming guests. The toolkit includes Welcome letters

EDITORIAL

and gift ideas, a Welcome video, a Welcome corporate identity guide and Welcome logo downloads. All these tools are available for free. South African Tourism urges the trade to download and use these resources to their advantage.

The Welcome website also offers numerous useful tips on how best to welcome visitors from all over the world. More than 9000 people have already visited http://welcome.southafrica.net, and some have shared their stories about the "little things" they do to make a guest feel like South Africa is a home away from home. South Africans are invited to share the "little thing" they do on the Welcome Wall, and to get measured on the "cool, warm, hot" Welcome Result gauge.

A monthly 'Welcome to our Family' product and trade newsletter is distributed by South African Tourism. Subscribe at: https://confirmsubscription.com/h/y/C333103A196AD20A

South African Tourism recently launched the SA Specialist Programme − a knowledge resource on South Africa and its attractions, aimed at selling the destination and enhancing earning potential. The course is free and the study material required to pass the course can be found online at http://saspecialist.southafrica.net/za/en

In the July edition, we feature the Great White Shark under our Attractions section, provides the latest inbound travel and hotel occupancy statistics in the Business section and in celebration of Botswana's Okavango Delta listing by UNESCO on 22 June we publish a hyper-linked list of all World Heritage sites in Africa.

Our Property Review this month features Hotel Verde in Cape Town, who are definitely not apathetic when it comes to welcoming guests. Part 2 of our Wine Appreciation series delves deeper into wine knowledge with Labels, Styles and Viticulture.

Under Marketing, we provide tips in how to create Brand Ambassadors and our Niche Tourism section looks at Voluntourism.

We also have two reader competitions in this edition and don't forget to post your comments online to win yet another prize.

Enjoy your read.

Yours in Tourism, Des Langkilde.

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Cover image © South African Tourism.

Indaba 2014 “Warmest” Welcome Winner, Milady Tshandu from African Eagle receiving an Apple iPad tablet prize from South African Tourism support personnel.