• Business • Competition • Events • Hospitality • Legal • Marketing • Safety & Security • Risk

ISSUE 05 | MAY 2016

IN THIS ISSUE:

I n k w e n k w e z iPRIVATE GAME RESERVE

EDITORIAL

IN THIS ISSUE:

MAY 201602 Tourism Tattler Trade Journal

EDITORIAL04 Accreditation05 Cover Story

BUSINESS06 Wage Increases for SA Hospitality Industry

07 Revenue Management - The Key to Hotel Pricing08 SATSA Market Intelligence Report09 Tourism Business Index Q1 2016

10 Hotel Chain Growth Soars in Africa

COMPETITION12 Win a Crystal Glass Ice Bucket & set of 6 Champaign Flutes

EVENTS13 Yoga & Wine - The Perfect Pair

HOSPITALITY14 Property Review: Inkwenkwezi Private Game Reserve

18 Property Profile: Nkwichi Lodge, Lake Malawi20 Property Review: Long Lee Manor, Shamwari

LEGAL24 The Law of Contracts - Part 18

MARKETING26 Tourism & Migration

SAFETY & SECURITY28 A comparison on Safety Tips

RISK30 Understanding Tourism Trade Insurance - Part 5

TRADE NEWSVisit our website for daily travel trade news

or subscribe to our Apple News Feed

PUBLISHERTourism Tattler (Pty) Ltd.PO Box 891, Umhlanga Rocks, 4320KwaZulu-Natal, South Africa.Website: www.tourismtattler.com

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

ISSUE 05 MAY 2016

MAGAZINE ADVERTISINGADVERTISING DIRECTOR Bev LangkildeCell: +27 (0)71 224 9971Fax: +27 (0)86 656 3860E-mail: bev@tourismtattler.comSkype: bevtourismtattler

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BACK ISSUES (Click on the covers below).

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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.

CONTENTS

03 Inkwenkwezi Game Reserve25 The Mozambique Collection

MAGAZINE SPONSORS

Adv. Louis NelDes Langkilde

Dr. Peter E. Tarlow

EDITORIAL CONTRIBUTORS

THE OFFICIAL TRADE JOURNAL ON AFRICAN TOURISM

.com

36 National Sea Rescue Institute

Ian van VuurenMartin Janse van Vuuren

MAY 2016 03Tourism Tattler Trade Journal

Inkwenkwezi is situated in the malaria free Eastern Cape, only a 30 minute drive from East London at the start of the Wild Coast. Here one can view the magnificent Big Five or the

other predators within the boundaries of the reserve.

We offer Game Viewing Safaris, Birding, Elephant Interaction Sessions, Elephant Walks, Quad Bike Tours, Walking Trails, Canoeing, Accommodation, Conferences and Weddings.

+27 (0)43 734 3234 / www.inkwenkwezi.com

pgr@inkwenkwezi.co.za

EDITORIAL

MAY 201604 Tourism Tattler Trade Journal

EDITORIAL

ACCREDITATION

The 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.

The Africa Travel Association (ATA)Tel: +1 212 447 1357 • Email: info@africatravelassociation.org • Website: www.africatravelassociation.org

ATA is a division of the Corporate Council on Africa (CCA), and a registered non-profit trade association in the USA, with headquarters in Washington, DC and chapters around the world. ATA is dedicated to promoting travel and tourism to Africa and strengthening intra-Africa partnerships. Established in 1975, ATA provides services to both the public and private sectors of the industry.

Official Travel Trade Journal and Media Partner to:

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.

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. 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.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. SATSA represents: Transport providers, Tour Operators, DMC's, 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 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.

World Travel Market WTM Africa - Cape Town in April, WTM Latin America - São Paulo in April, and WTM - London in November. WTM is the place to do business.

International Coalition of Tourism Partners (ICTP)Website: www.tourismpartners.orgICTP is a travel and tourism coalition of global destinations committed to Quality Services and Green Growth.

International Institute for Peace through TourismWebsite: www.iipt.orgIIPT is dedicated to fostering tourism initiatives that contribute to international understanding and cooperation.

Southern African Vehicle Rental and Leasing Association (SAVRALA)Contact: manager@savrala.co.za • Website: wFounded 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.

The Safari AwardsWebsite: www.safariawards.comSafari Award finalists are amongst the top 3% in Africa and the winners are unquestionably the best.

World Youth Student and Educational (WYSE) Travel ConfederationWebsite: www.wysetc.orgWYSE is a global not-for-profit membership organisation.

World Luxury Hotel AwardsWebsite: www.luxuryhotelawards.comWorld Luxury Hotel Awards is an international company that provides award recognition to the best hotels from all over the world.

EDITORIAL

MAY 2016 05Tourism Tattler Trade Journal

The May edition of our front cover features a pair of young Cheetah at Inkwenkwezi Game Reserve.

Three cheetah cubs were rescued from a Game Reserve near Port Elizabeth after their mother was killed, and Inkwenkwezi volunteered to adopt them.

The cubs were hand reared, and are kept inside an expansive enclosure where guests are able to interact with them under the close supervison of their care takers. Although the cheetah have been habituated to human interaction, the intention is to release them into the reserve.

The focus at Inkwenlwezi is to provide educational guided tours and activities to introduce guests to the concept of conservation, its ethic, philosophy, principles, and values. The cheetah are a key component to this focus, and interactions include a pre-talk about their origins, future plans and the plight of cheetahs worldwide to give guests an insight of how fragile and endangered these cats are.

Due to Inkwenlwezi’s close proximity the city of East London and the international airport, the game reserve has become a popular venue for weddings and conferences. Contemporary and yet authentically African, the perfectly-appointed venue is an ideal mix of

wild beauty and modern comfort. For weddings, a charming open-air gazebo chapel is nestled among gardens and streams while guests witness the matrimonial proceedings seated in the shade provided by an ancient wild fig tree.

For conferences and corporate events, the Emthombeni venue offers seating configurations for 120 in cinema style, 90 in classroom style, and 40 in horse-shoe style, while the smaller Lapa venue can seat up to 30.

Read more on Inkwenkwezi Game Reserve in our Property Review on pages 14 to 17.

In the Business & Finance section of this edition we look at wage increases for the South African hospitality industry that come into effect on 01 July this year (page 06), we discover why revenue management is the key to hotel pricing (page 07), report on the latest tourism arrival statistics (page 08) and first quarter business performance indicators for South African tourism (page 09), and investigate the phenomenal growth of hotel chain developments in Africa (page 10).

In the Events section, we discover why Yoga and Wine are the perfect pair (page 13), and feature more property reviews on Nkwitchi Lodge in Mozambique (page 18), and Long Lee Manor in South Africa’s Shamwari Game Reserve (page 20) under the Hospitality section.

The Legal section continues the series on Contracts with Part 18 (page 24), while the Safety and Security section analyses how South Africa is communicating safety tips to inbound tourists (page 28), and under Marketing we look at Tourism & Migration (page 26).And finally, our series on Understanding Tourism Insurance continues with Part 5 on page 30.

Yours in Tourism, Des Langkilde.

COVER STORY:COVER STORY:COVER STORY:COVER STORY:

I n k w e n k w e z iPRIVATE GAME RESERVE

BUSINESS & FINANCE

MAY 201606 Tourism Tattler Trade Journal

Minimum wage increases will come into effect for the South African hospitality industry on the 01st July and will be applicable until the 30th June 2017.

This was disclosed at the World Travel Market, part of Africa Travel Week, which took place at the CTICC between the 6th and 8th April, during which the FEDHASA Cape region hosted an industry event where Labour Consultant Leon Traut, updated industry members on current labour issues.

Wage increases are always determined by the Consumer Price Index (CPI) reported by stats SA. The latest headline CPI released by Stats SA is 7%. According to global-rates.com, when we talk about the rate of inflation in South Africa, this often refers to the rate of inflation based on the consumer price index. The South African CPI shows the change in prices of a standard package of goods and services which South African households purchase for consumption. In order to measure inflation, an assessment is made of how much the CPI has risen in percentage terms over a given period, compared to the CPI in a preceding period.

The current annual minimum wage rate increase for the industry is always based on CPI plus a percentage which has varied over the last few years from +1% up to +2%. For a 45 hour week, the current minimum wage per month is R3076.98.

At a Department of Labour (DoL) hearing earlier this year, unions’ present asked for a CPI +2% annual increase, FEDHASA’s position was an increase in line with CPI. In addition to the unions’ proposed annual increase, additional items such as prescribed night transport compensation, fully compensated maternity leave as well as added annual paid days off for family responsibility leave were raised.

As the watchdog for the hospitality

industry, FEDHASA acts as the voice for the sector on relevant industry legislation in an effort to try and maintain a sustainable trading environment. At the DoL hearing, FEDHASA opposed the proposals put forward by the unions’ and instead, lobbied for a geographical differential in minimum wages, streamlining the current averaging of hours work clause as well as the overtime clause in effort to forge a way forward for both employer and employee. The results of the hearing are expected to be published in May.

The event ended off with an address from FEDHASA Cape Chairman, Rob Kucera, who addressed the issue of seasonality. Aware of the negative impact that seasonality has on the tourism industry and on economic growth in the city of Cape Town and the Western Cape, Kucera encouraged both members and industry players alike, to collaborate and work together in generating new business and events for the province and region during the winter season.

“Our summer months fill up for themselves but, greater effort needs to be made to encourage new business such as events, conferences and incentive programmes to be moved into our winter months,” says Kucera. He ended by saying that FEDHASA Cape is rooting for the industry to acquire new business in order for everyone in the value chain to benefit.

About FEDHASA Cape: The Federated Hospitality Association of South Africa (FEDHASA) Cape chapter is recognised and respected by government and all industry role players since 1949 as the prime representative and voice for the South African Hospitality Industry. The association aims to ensure a sustainable and profitable business environment for the Hospitality Industry in the Western Cape and Northern Cape provinces as a private business sector voice. For more info visit www.fedhasa.co.za

WAGE INCREASES for SA Hospitality Industry

The current minimum wage

per month of R3076.98 will

increase by 9% as from

01 July 2016.

To to a series of free weekly ‘Hotel Pricing: How-to’ emails to help you take next steps to managing your hotel pricing and you will learn:

• How to make the right Pricing decisions quickly

• How similar Hotels approach their Pricing

• Should competitors influence your Pricing strategy

• What drives dynamic hotel Pricing

Subscribe

http://drive.ideas.com/IDeaS_Pricing

BUSINESS & FINANCE

Revenue managers across the globe spend large portions of their days managing rates. They are constantly lowering, raising, and analysing their hotel’s pricing. With the hotel’s bottom line depending heavily on the revenue generated from proper pricing strategies, simply managing rates without looking at the whole picture can unfortunately become a quick go-to scenario.

Revenue managers understand the critical need for optimal pricing strategies –after all, their hotel’s livelihood depends on it. However, with constant increase in market pressures and channel complexity, it can be easy to miss the ongoing importance of valuing inventory and using availability controls. When pricing is managed independent of availability controls, the pricing decisions aren’t actually optimal – meaning that revenue is likely being lost.

Dynamic pricing strategies don’t focus on only setting prices; successful dynamic pricing optimizes a hotel’s demand and revenue to maximise total revenue performance. Demand and revenue are the two crucial components a hotel needs to balance because they combine to deliver the strongest revenue performance.

REVENUE MANAGEMENT

MAY 2016 07Tourism Tattler Trade Journal

This is where the analytics of revenue management technology becomes a critical component in organising and deciphering data to employ an optimal dynamic pricing strategy. Dynamic pricing approaches use three main analytical ingredients to complement one another: demand, inventory and price sensitivity.

Demand

Dynamic pricing approaches demand as a function of price. It basically follows the school of thought that if the price increases, the demand will drop and if the price decreases, the demand will be higher.

Seems like a pretty simple concept, right?

It becomes infinitely more complex when looking at market conditions, competitive dynamics and a myriad of market segments and channels. Analytics help hotels determine the optimal prices to sell, the achievable demand at different price points, and any corresponding revenues that can be attained for each market segment and channel.

Inventory

Taking maximum advantage of the available inventory is a primary goal that challenges revenue managers. Using analytics allows hotels to determine optimal prices based on not just the demand, but the available inventory (or capacity) in the hotel.

Price sensitivity

How prices affect guest booking behavior is important in dynamic pricing because it helps hotels offer specific pricing to market segments and optimise total revenue.

Low price sensitivity means that changes in price have a relatively small effect on the quantity of the rooms demanded, while high price sensitivity means that changes in price have a relatively large effect on the quantity of rooms demanded.

To maximise overall revenue, hotels will want to determine whether the market segment has low or high sensitivity, and understand the number of rooms those market segments are booking.

These analytical ingredients are at the core of dynamic pricing and should be seasoned with the evaluation of additional elements such as: costs, competitors, demand for products and services, and the overall quality of products and services.

It is also important to consider the type of organisation that’s being managed − a limited service hotel will generally have a different pricing strategy than a full-service property.

The key to successful pricing is combining technology with the human knowledge that revenue managers know firsthand.

Using a dynamic pricing approach with a strong analytical base that evaluates demand, inventory and price sensitivity is a proven practice that helps create the right prices for the right customers at the right time.

For more information visit www.ideas.com

About the author: Craig Macdonald is the Sales Manager Africa at IDeaS Revenue Solutions. For any questions on this article, Craig can be contacted at: Craig.Macdonald@ideas.com or call +27 (11) 713 3471 or 082) 389 5335.

− The Key to Hotel Pricing −By Craig Macdonald

BUSINESS & FINANCE

MAY 201608 Tourism Tattler Trade Journal

BUSINESS

Market IntelligenceReport

WHAT THIS MEANS FOR MY BUSINESSData from Statistics South Africa indicate the impact of the devaluation of the Rand as foreign arrivals recovered. Tourism enterprises should utilise this windfall to recover previous losses but should not rely on a depreciating currency in order to be competitive. The strong growth of passengers arriving on regional flights to Cape Town can be attributed to the increased use of flights to Cape Town that have a stopover within the region. For example, tourists travelling on Kenya Airways or Ethiopian Airlines via Victoria Falls and other regional destinations to Cape Town. *Note that African Arrivals plus Overseas Arrivals do not add to Total Foreign Arrivals due to the exclusion of unspecified arrivals, which could not be allocated to either African or Overseas.

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The information below was extracted from data available as at 03 May 2016. By Martin Jansen van Vuuren of Grant Thornton.

ARRIVALSThe latest available data from Statistics South Africa is for January to February 2016*:

Current period Change over same period last year

UK 98 544 15.0%

Germany 64 723 21.8%

USA 44 153 15.8%

India 13 414 21.9%

China (incl Hong Kong) 21 776 72.4%

Overseas Arrivals 449 610 17.1%

African Arrivals 1 365 212 16.4%

Total Foreign Arrivals 1 816 411 16.5%

HOTEL STATSThe latest available data from STR Global is for January to December 2015:

Current period Average Room Average Room Revenue Per Available Occupancy (ARO) Rate (ARR) Room (RevPAR)

All Hotels in SA 63.4% R 1 086 R 688

All 5-star hotels in SA 63.0% R 1 981 R 1 249

All 4-star hotels in SA 62.6% R 1 024 R 641

All 3-star hotels in SA 63.4% R 871 R 552

Change over same period last year

All Hotels in SA 1.4% 6.5% 8.0%

All 5-star hotels in SA 1.3% 9.5% 11.0%

All 4-star hotels in SA 2.2% 5.3% 7.6%

All 3-star hotels in SA -0.2% 6.2% 5.9%

ACSA DATAThe latest available data from ACSA is for March 2016:

Change over same period last year Passengers arriving on Passengers arriving on Passengers arriving on International Flights Regional Flights Domestic Flights

OR Tambo International 5.4% 3.2% 11.9%

Cape Town International 4.0% 36.0% 12.0%

King Shaka International 6.2% N/A 12.5%

CAR RENTAL DATAThe latest available data from SAVRALA is for January to June 2015:

Current period Change over same period last year

Industry rental days 8 139 127 -1%

Industry utilisation 70.2% -0.7%

Industry Average daily revenue 2 498 944 728 1%

BUSINESS & FINANCE

MAY 2016 09Tourism Tattler Trade Journal

Notwithstanding the rising inflation and slow economic growth, overall business performance levels in South Africa’s travel and tourism sector have remained steady in the first quarter of 2016.

This is highlighted in the latest results of the TBCSA Tourism Business Index (“TBI”), published today by the Tourism Business Council of South Africa (“TBCSA”).

The report shows that businesses in the sector experienced almost normal business performance levels in Q1, recording an index score of 97.8, slightly below the score of 100, which would indicate normal performance levels. It is important to note that this result is very close to the anticipated index score of 94.6, which was forecasted in the last quarter. Although there was a small decline in performance compared to Q4 2015, businesses in the sector performed closer to normal levels in this quarter, buoyed by strong performance in the accommodation sector.

Delving deeper into the two main components that make up the TBI, the report shows that Q1 performance levels came in higher than expected in the accommodation segment at 119.3, compared to the anticipated index score of 100.8. This is one of the strongest performances for this segment, only surpassed previously in Q1 2013. In contrast, the other tourism businesses segment, recorded lower than normal business performance levels, at 81.2, an index score that is below the forecasted score of 89.9.

Commenting on the outcomes of the report, TBCSA CEO, Mmatšatši Ramawela, says it is clear from the results that businesses, particularly in other tourism sectors are facing pressures in the operating environment. However, she emphasised that overall the travel and tourism still faired far better than other economic sectors in the first quarter of the year. “This is the second lowest Q1 TBI score recorded since 2011, but when we compare our results with other recognised economic indices in the country, it is quite apparent that travel and tourism remains far more resilient which is very comforting and encouraging”.

Read More:

Download the TBI Q1 Executive Summary

Download the Full TBI Q1 Report

Download the latest TBI Fact Sheet

Download the TBI Tables and Figures Index

Steady Travel and Tourism Business Performance Results For Q1 2016

Image courtesy of South African Tourism

Angola

Senegal

MoroccoTunisia

AlgeriaEgypt

EthiopiaNigeria

Kenya

South Africa

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9

4

MAY 201610 Tourism Tattler Trade Journal

BUSINESS & FINANCE

BUSINESS & FINANCE

MAY 2016 11Tourism Tattler Trade Journal

The number of planned hotel chain rooms in Africa has soared to 64,000 in 365 hotels, up almost 30% on the previous year, according to new figures from the annual W Hospitality Group Hotel Chain Development Pipeline Survey.

The increase is largely down to strong growth in sub-Saharan Africa, which is up 42.1% on 2015 and is significantly outstripping North Africa which achieved only a modest 7.5% pipeline increase this year.

A major shake-up in the rankings by country saw Angola, never before listed among the top 10, push Egypt out of second place, due to a major deal there signed by AccorHotels.

The W Hospitality Group survey is published ahead of the African Hotel Investment Forum (AHIF), which is organised by Bench Events. The conference attracts all the major international hotel investors in Africa and is being held for the first time in Lomé on 21-22 June. A second AHIF will also take place in Kigali, Rwanda on 4-6 October.

Trevor Ward, W Hospitality Group managing director, said: “The evidence from our survey is clear - investors remain confident about the future of the hospitality industry on the continent. Even when pummelled daily by low commodity prices, exchange rate problems, political challenges and poor infrastructure, Africa remains resilient.”

The IMF forecast for economic growth in sub-Saharan Africa is for an increase of 4% this year and 4.7% in 2017, up from 3.5% in 2015. Overall this is down on the 5-6% increase enjoyed over the past decade, but it’s still double or more the forecast for the world’s advanced economies, such as Europe, the USA and Japan.

Detailed analysis

This is the eighth annual pipeline survey, widely recognised as the most authoritative source on hotel industry growth in Africa, particularly in revealing data on international chains signing new deals.

The 2016 survey provides a full picture of hotel development across the continent - 36 hotel chains and 86 brands with more than 64,000 rooms in 365 hotels.

In comparison to figures from the inaugural survey in 2009, it’s possible to see how far hotel development in Africa has come. In 2009 there were 19 international and regional hotel chains contributing, with a pipeline of 144 hotels and just under 30,000 rooms.

Overall in the 2016 report, it’s Angola that dominates. In July last year, AccorHotels signed with AAA Activos LDA for the management of 50 hotels with around 6,200 rooms. All are under construction and many are ready to open.

Across the continent, the north-south divide on hotel development continues. In 2011, the number of pipeline rooms in the five countries of North Africa was about 25 per cent higher than that in sub-Saharan Africa. Today, it is less than half.

Trevor Ward explained: “There are two reasons why development activity in North Africa is now somewhat subdued. Firstly, the markets there are more mature and have already seen much development, so there are fewer opportunities for new hotels. Secondly, there is the political turmoil – in Libya, which has seen a 40% drop in the pipeline, and also Egypt, parts of which are experiencing drastic reductions in the number of tourists.”

The 2016 survey will be discussed in detail at AHIF in Lomé in June. Matthew Weihs, said: “The 30% increase in the hotel development pipeline is astonishing and clearly demonstrates that Africa still has fantastic potential for further growth.”

For more information, visit the AHIF website at www.Africa-Conference.com.

HOTEL CHAINgrowth soars by 30% in

AFRICA

MAY 201612 Tourism Tattler Trade Journal

'Like' / 'Share' / 'Connect' with these Social Media

icons to win!

Livingston Supply Company

Tourism Tattler

Competition Rules: Only one winner will be selected each month on a random selection draw basis. The prize winner will be notified via social media. The prize will be delivered by the sponsor to the winners postal address within South Africa. Should the winner reside outside of South Africa, delivery charges may be applicable. The prize may not be exchanged for cash.

Congratulations to our April 2016 Social Media winner

Nambiti is a private game reserve in Kwa-Zulu Natal with the Big Five and a choice of 9 luxurious safari lodges and one tented camp. Nambiti will receive a Dietz Monarch D10 Hurricane Lantern with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry.

•

For more information visit www.livingstonessupplyco.com

@NambitiReserve

COMPETITIONCOMPETITION

The winning 'Like' or 'Share' during the month of April 2016 will receive 1x Bormioli Moncayo Crystal Glass Ice Bucket (32oz) with Tongs plus a set of 6 Bormioli Riserva Crystal champagne glasses (20.5cl) with the compliments of

Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry.

The Moncayo Crystal Glass Ice Bucket has been specifically designed and manufactured for use in a catering environment. The manufacturing process employed renders it safer than ordinary glass and, in addition, tempered glass is also 2.5 times more resilient to thermal shock than ordinary glass. Manufactured from fine crystal glass, the Riserva Crystal Stemware range has an exceptional brilliance due to a perfect balance between the refractive index and density of the crystal glass.

Win

Congratulations to our April 2016 Social Media winner

Winner

MAY 2016 13Tourism Tattler Trade Journal

We all know that the term ‘wine pairing’ is associated with food; the process of pairing food dishes with different wine cultivars to enhance the dining experience. But did you know that wine and yoga is possibly the perfect pair?

In fact, yoga and wine have a lot in common. The former is an ancient physical, mental, and spiritual practice that originated in India over 5000 years ago, while the latter dates back to 6000 BC, and requires as much practice and dedication to discern the subtle nuances and flavours of wine.

While the ultimate goal of yoga is self enlightenment through the process of stretching, deep breathing and focussed meditation to reduce anxiety and stress, so too does a glass of wine help to reduce stress by virtue of its alcohol content, which (within limits)

Yoga & WineThe Perfect Pair

EVENTS

The Spier Wine Farm in Stellenbosch, South Africa is promoting a Yoga In The Vines

getaway that offers a 2-Night Wellness Weekend at Spier with yoga master

Sharni Quinn.

The three days on the wine farm includes accommodation, farm-to-table food, yoga,

wine tasting and yoga workshops, and all the benefits of being on a wine farm from just

R1700 per person per night from 20 to 22 May 2016.

In addition, Spier are running a ‘Winter Slow & Easy’

promotion with up to 25% off your stay.

For more information visit www.spier.co.za

has a calming effect on our central nervous system. In effect alcohol has a naturally sedating effect on the body (unlike the stimulant, caffeine).

In addition, red wine can benefit your cardiovascular system by increasing your body’s levels of beneficial (HDL) cholesterol as the skin of red grapes contain resveratrol. And like yoga, which takes time to achieve the full benefit of the discipline, red wine should be sipped very slowly to achieve the benefit of the resveratrol.

Both red and white wine have abilities to boost your immune system, and studies have also shown that both types of wine have antibacterial properties against streptococcus.

It’s little wonder then that wine estates, such as Spier, have cottoned on to this perfect pairing.

SPIER PROMOTION

Yoga in the Vines

MAY 201614 Tourism Tattler Trade Journal

Inkwenkwezi (meaning ‘Star’ in isiXhosa) is an eco-tourism experience dream that has been carefully planned and meticulously cultivated by the Stanton brothers, Keith and Graham, for years prior to opening the reserve in November 1999.

I visited the reserve while test driving the new VW Combi Tsi (read this review in the June edition), and travelled from Port Elizabeth, approaching the Chintsa turn-off to Inkwenkwezi from the N2 motorway some thirty kilometres North of East London.

What is immediately apparent on arrival is that this is no ordinary game reserve - the visual impression can best be described as “original Africa”. By that I mean that one gets the feeling of having arrived in a time warp − to a time when this region of the Eastern Cape was teeming with wildlife, and the biome unspoilt by western agriculture and industrialisation. And that’s exactly what the brothers Stanton set out to achieve when they purchased a small farm near the Kei River and the border to the Wild Coast, and subsequently expanded this parcel of indigenous bush to the 4000 hectare reserve that is Inkwenkwezi today.

“We wanted to rehabilitate the land by eradicating alien vegetation and reintroducing wildlife species that were endemic to the area,” said Keith when I finally managed to pin him down for a brief interview. “Our aim has always been to facilitate an experience for guests that embraces the fundamental values of nature: solitude, timelessness, freedom from a world where man is in control, and a place where the sounds and ways of nature prevail.” And that aim has been superbly achieved. But I’m getting ahead of myself - back to my arrival.

Guests are met at the main lodge reception and after check-in procedures, whisked off by game viewing vehicle to their allocated

PROPERTY REVIEW

INKWENKWEZI− Private Game Reserve −

SOUTH AFRICA - EASTERN CAPE

Inkwenkwezi Private Game Reserve, located in South Africa’s malaria-free Eastern Cape Province near East London, is more than just a wildlife sanctuary - it’s an experience!

By Des Langkilde

HOSPITALITY

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HOSPITALITY

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PROPERTY REVIEW

accommodation, which is either at the Bush Camp or at the Valley Camp, which is where I stayed in a luxury tented suite set within the dense valley bush.

After freshening up, your allocated safari guide (in my case the affable and verbose Brandon Young, whose enthusiasm and passion for Inkwenkwezi is infectious), collects you for a game drive transfer to the Sunset Lapa, which is where guests gather for meals and refreshments while overlooking the panoramic views afforded by the elevated venue. Alternately, guests can dine at the Emthombeni Restaurant in the main lodge, which serves both a la carte and buffet spreads. Apparently locals drive from near and far to gorge on their legendary 1.2kg giant hamburgers, which are served on Wednesday nights.

Activities

Besides the game drives, during which sightings of the reserves Big-5 and over 40 species of plains game, and 276 species of birds are almost guaranteed, there are a lot of other activities and experiences for guests to immerse themselves in.

A personal interaction with the reserves three cheetah is a rare and rewarding experience, as is the elephant interaction. These animals are all rescued orphans who have been habituated to humans and react to their caretakers as if they are part of the cheetah coalition or elephant herd.

The reserves lions, which include a breeding pride of white lions, are enclosed in 90 hectares of the reserve until such time as the reserves game numbers have sufficiently bred to absorb the hunting impact of these super predators.

A unique attribute to Inkwenkwezi is that it is one of the few game reserves in South Africa where guests can also view migrating Southern Right Whales in season and dolphins, as the reserve overlooks the Indian Ocean. So it really is a Big-6 reserve!

Additional activities include guided quad bike tours, hiking trails, eco trails (for plant and tree identification - there are six different biomes in the reserve), and canoeing along the Bulura River within the reserve.

In terms of Responsible Tourism, Inkwenkwezi creates jobs for over 80 staff members and actively promotes local crafters to provide their wares for the curio shop.

Overall, Inkwenkwezi is a truly unique and authentic experience, reminiscent of unspoilt Africa.

For more info visit Eastlondon-info.co.za

HOSPITALITY

MAY 2016 17Tourism Tattler Trade Journal

SOUTH AFRICA - EASTERN CAPE

HOSPITALITY

MAY 201618 Tourism Tattler Trade Journal

MOZAMBIQUE

HOSPITALITY

A halcyon paradise, hidden in the ancient mountains of Lake Niassa, lies a place so secret, it’s been forgotten in the mists of time!

Nkwichi Lodge is located in the north-western corner of Mozambique, on the easter side of Lake Malawi or Lake Niassa (as it’s called on the Mozambican side). Nkwichi offers a touch of Robinson Crusoe.

Here guests can savour an unspoilt corner of real Africa and experience how responsible tourism supports local people and their timeless surroundings, besides sugar-white ‘’squeaking’ sands, washed by clear fresh water teeming with tropical fish.

Guests can explore the wilderness on foot, with snorkel gear or by dug-out canoe. Guests will also see the difference Manda is making - and by staying at Nkwichi, they become a part of it.

Nkwichi has been recognised as a pioneering eco-tourism establishment and has been awarded many accolades, including the most recent Conde Nast Traveller World Saver Award in the ‘Doing it All’ category for small resorts 2012, and a GOLD African Responsible

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Tourism Award in 2016. Nkwichi Lodge aims to continue to work hard at pushing the boundaries of responsible tourism and redefining the ultimate experience of a beach safari in Africa.

Dedicated to conserving the pristine lakeshore and virgin wilderness in which it operates, Nkwichi engages with the local Nyanja people in their development and helps preserve and enhance their colourful culture.

Arriving at this idyllic location by boat one would never know that a luxury lodge is secluded in the tropical bush.

The lodge itself and each of the eight chalets have been carefully tucked away in the tree line so that the pristine lakeshore scenery is unspoilt and each chalet is located far enough apart to provide privacy.

The chalets are hand-built and sculptured from primordial boulders, with rock pool, outdoor baths, tree-hanging showers, and hand-crafted, natural furniture.

For more information visit www.nkwichi.com

- The Mozambique Collection - About The Mozambique Collection

The Mozambique Collection showcases some of the most exciting, unique and intimate destinations, accentuating the variety found in Mozambique, one of Africa’s most incomparable, rapidly developing and beautiful country.

The brand brings together a collection of stunning properties working together to promote the destination. The hand picked portfolio of members each has it’s own special attractions and experiences to contribute to the plethora of adventures that the country has to offer.

The underlying principle of authentic luxury, in the true sense, resonates with all members – to offer the best possible experiences in idyllic locations, while creating a positive legacy for the local communities and environment in which they operate.

For more information visit www.mozambique-collection.org

PROPERTY PROFILE

HOSPITALITY

MAY 201620 Tourism Tattler Trade Journal

SOUTH AFRICA - EASTERN CAPE

GPS: 33.4779° S, 26.0362° E

eminicent of a bygone era in South Africa’s colonial past, Long Lee Manor is a meticulously renovated Edwardian era mansion, located in the Shamwari Game Reserve just seventy kilometres from Port Elizabeth, and 23 kilometres from the Addo Elephant National Park in South Africa’s malaria-free Eastern Cape Province.

After signing-in at the South entrance access gate to the reserve, Long Lee Manor is a short drive along a well maintained gravel road, which takes an inordinately long time to reach due to frequent game viewing stops along the way.

The Manor property is surrounded with a low-slung electrified wire barrier to keep predator species of wildlife at bay, and guests gain access to the cobbled driveway, which is flanked on either side by manicured gardens, through a sensor activated automatic gate leading to an undercover portico at the reception area (tour coaches can disembark passengers alongside the portico).

While guests sign-in and sip on welcome fruit cocktails at the reception desk, or browse through the adjacent curio shop, the attentive staff are busy transferring luggage to allocated rooms, and the guests’ vehicle is driven away by the valet to be parked in a secure area behind the Manor house.

The room check-in time is 1pm, and guests can enjoy a sumptuous lunch in the dining room before retiring to their rooms to relax before high tea, followed by a game drive.

Unfortunately, I checked-in late for my two-night stay on Friday April 29th 2016, but we (my wife Beverley and son Chase) did manage to freshen up in our adjoining rooms before the afternoon game drive. Before I describe the game drive though, the superbly appointed rooms and 5-star amenities bear mentioning.

Accommodation

There are 15 en-suite rooms and spacious family suites at Long Lee Manor, which can accommodate up to 30 guests at two people per room. The twin beds can be converted into Super King beds, and one the suites is designed for physically impaired guests. The Sidbury Wing is tucked away from the main

PROPERTY REVIEW

Long Lee Manor− Shamwari Game Reserve −

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R manor house. These well-appointed bedrooms are all fitted with air-conditioning and under-floor heating, an electronic safe for storing valuables, fitted international electrical plug adaptors, and either a patio or balcony. An honesty mini-bar counter and fridge, stocked with chocolates, crisps, wine, beer and soft-drinks is provided in each room, as is an espresso machine (the Nespresso Citiz model uses coffee pods that get ‘thrown away’ to a wastebasket within the machine − a very tidy contraption that brews an excellent cuppa, including Rooibos tea, in under 60 seconds).

Game Drive

The guests preferred tipple or beverage order is taken before each game drive, so there’s no delay in getting the drive underway. And what a drive it is! Traversing the entire 25,000 hectare Shamwari reserve could take days but fortunately, our efficient guide Patrick knows where certain species of wildlife will be found at different times of the day, and besides he is also in continual contact with the other guides.

However, Patrick assures us that there will never be more than two game vehicles at any major sighting (unlike the Kruger Park, which is like rush-hour in Jozi). His assurance is soon put to the test as we crest the top of a hill to find a pride of lion lazing away the warm afternoon. Sure enough the second game vehicle only arrived as ours was departing, and we passed a third vehicle waiting its turn as we descended the hill.

With an uncanny ability for locating the whereabouts of his wild flock (ably assisted by his two-way radio), Patrick headed to the plains land and riverine forests where he immersed his awe struck passengers into the midst of an elephant herd. I commented on the placidity of the herd and specifically its matriarch, whose maternal instinct know no bounds if she feels that the herds’ calfs are threatened. “The herd is relaxed only because they have been habituated to the sight and smell of our game viewing vehicles. You will have noticed that all the other reserve vehicles used for maintenance and staff shuttle are white, while the game vehicles are green. It’s the main reason that we don’t allow self-drive safari viewing in Shamwari,” says Patrick. ▼

PROPERTY REVIEWHOSPITALITY

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Safari guide Patrick (surname?) and Beverley Langkilde

Venison Loin with maize cake, glazed baby carrots and asparagus Dark chocolate tart with orange ice cream and vanilla anglaise

PROPERTY REVIEW HOSPITALITY

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As dusk approached and the herd ambled off into the thicket we headed for elevated ground to witness the splendour of an African sunset over Shamwari as Patrick unpacked a selection of snacks and beverages.

Cuisine

Back at Long Lee Manor, we freshened up and assembled in the dining room for the highlight of any stay-away from home - the food! And we were not disappointed as the culinary standard matches the Manor’s 5-star status. My à la carte choice consisted of traditional South African fare - a Babotie Spring Role for starters, followed by an entrée of Venison Loin served with maize cake, glazed baby carrots and asparagus prepared al dente, and paired with a glass of Ken Forrester Petite Pinotage - absolutely delectable! Dessert followed with a dark chocolate tart served with orange ice cream and vanilla anglaise, paired with a Mulderbosch Noble Late Harvest dessert wine. Bev and Chase opted for the beef fillet (tenderloin), which was perfectly prepared to their respective liking.

I could fill this review waxing lyrical on the food alone but suffice to say that all meals are ample and of the highest quality. It’s just as well then that the Manor has a fully equipped gym to work off those excess calories.

Responsible Tourism

During a brief interview, I asked the Head Ranger, Andrew Kearney how Long Lee Manor interacts with the local community. “We draw staff from the communities at Patterson and Alicedale, and provide full training and certification. Your guide Patrick for example started in F&B, moved on to barman, and finally found his passion in game ranging after being certified as a FGASA registered field guide. We also fund numerous projects, such as installing flood lights in Patterson at the communities request. In addition, while we are GreenLeaf accredited, we are in the process of gaining Fair Trade certification,” said Andrew.

I also asked about Shamwari’s eco-tourism and conservation policies, but that’s another detailed story, which will have to wait for the next review as I’ve yet to visit the remaining six lodges on Shamwari Game Reserve - these being: Eagles Crag Lodge, Riverdene Family Lodge, Sarili Lodge, Villa Lobengula, Bayete Tented Lodge, and the Explorer Camp.

For more information visit the website at www.shamwari.com

- Part 18 -

LEGAL

APRIL 201624 Tourism Tattler Trade Journal

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', May2016.

RISK IN TOURISMTHE LAW OF CONTRACTS

HAVE THE REQUISITES BEEN MET (continued)The fifth question is whether performance must be permissible– we’ve discussed it in some detail in an earlier article but let’s revisit some of the key elements and some new ones.What does that mean? It means that the performance envisaged by the parties and provided for in the agreement must be permissible in terms of the current legal regime.The legal regime entails not only the laws that appear on the statute books, be that national legislation issued by parliament, provincial and local government, but also common law and the custom and norms of society. These comprise the following, which in the case of South Africa being such a heterogeneous society, makes it very interesting but at the same time complex for lawyers:• Common law − that is the original legal principles brought here

by the Dutch (i.e. Roman-Dutch law) and English settlers.• Originally it means the customs and norms of the society

established by such people i.e. CUSTOM: ‘the established pattern of behavior that can be objectively verified within a particular social setting’and NORMS: ‘…are cultural products (including values, customs, and traditions), which represent individuals’ basic knowledge of what others do and think that they should do …. norms are regarded to exist as collective representations of acceptable group conduct as well as individual perceptions of particular group conduct. (Wikipedia.org)

• However of late parliament and the courts have taken cognizance of Customary Law of the people who were and are indigenous to this country (i.e. before the arrival of the settlers) which is unwritten; passed on orally from generation to generation’; strongly tied to culture, tradition and the tribe.

Under the Constitution, Roman-Dutch and customary/indigenous law are now treated as equal. However if the customary law is in conflict with the Constitution, then the court has to apply the Constitution and the Bill of Rights. The courts are required to apply customary law. Where it may be in conflict with the Constitution, they should develop it in line with the Bill of Rights before finding it unconstitutional. For example in the Shilubane case, where a community wanted a woman to be Chief, the Constitutional Court acknowledged the development of custom of that community and developed the customary law in line with the practices of the community and the requirements of the Constitution.Customary law is used in chief’s or headman’s courts, but these can only deal with certain cases between people who are part of the culture. Also, there may be cases that are excluded, for example, where they affect the status of women and the return of lobola. The representation of women as litigants and as “judges” in these courts is also an issue that the state is considering. (www.Paralegaladvice.org)

Enforcing Your Contract: Homework – What To Do Before You Go Ahead

SUMMARY: (Click on the MONTH to download the PDF)

Part 1 (page 36 AUG 2014), categorised risk into five sections; 1. PEOPLE, 2. MONEY, 3. LAW, 4. SERVICE and 5. ECOLOGY.

Part 2, (page 22 SEP 2014), covered PEOPLE under four sub-categories: Staff (discussed in Part 1); Third party service providers (‘TPSP’); and Business Associates.

Part 3 (page 24 OCT 2014), continued with PEOPLE as Customers.

Part 4 (page 27 NOV 2014), started the discussion on MONEY in terms of CASH and CHEQUES.

Part 5 (page 23 DEC 2014), covered CREDIT and CREDIT CARDS.

Part 6 (page 25 JAN 2015), started the LAW category with CONTRACTS - an introduction and Requisite #1: Offer & Acceptance.

Part 7 (page 18 FEB 2015), continued with Requisite #1 covering telephone enquiries, e-mails, websites and advertising.

Part 8 (page 17 MAR 2015), covered Requisites #2: Legally Binding Obligation, and #3: Consensus in contracts.

Part 9 (page 20 APR 2015), covered Requisite #4: Performance Must Be Possible.

Part 10 (page 31 MAY 2015), covered Requisites #5: Performance Must Be Permissible, and #6: Capacity of the Contracting Parties.

Part 11 (page 21 JUN 2015), continued with Requisite #6: Capacity of the Contracting Parties.

Part 12 (page 23 JUL 2015), covered Requisite #7 Negotiating a Contract.

Part 13 (page 30 AUG 2015), covered Requisite #8 Drafting a Contract.

Part 14 (page 30 OcCT2015), covered Requisite #9 Contract Management.

Part 15 (page 26 NOV 2015), covered Requisite #10 Enforcing a Contract

Part 16 (page 22 DEC 2016), Requisite #10 Enforcing a Contract (continued)

Part 17 (page 23 JAN 2016), Requisite #10 Enforcing a Contract (continued)

All businesses are waging an ongoing battle with the collection of monies due to them and bad debts. They stick to the letter of the law, but get nowhere: summonses cannot be served; judgments cannot be executed, etc. As a result “debt collectors” (the “baseball bat and hard hat brigade”) has been resorted to by many a legitimate business.The “contractual” terms of these ‘gentlemen’ may vary from simply requiring the debt collector to collect the amount outstanding for a fee to a requirement that 50% of the debt be paid up front as a deposit. If the creditor wishes to enforce any term of this “contract” e.g. to have his deposit returned because the debt has not been collected, he will not be able to do so. This is because “contracts” of this nature is contra bonos mores i.e. against the goods norms and morals of society. You are not allowed to take the law into your own hands. Accordingly the “contract” will null and void and no rights or liabilities will flow from it. The instructing party has no right to enforce! I have over the years had to assist two aggrieved parties with such contracts and unfortunately had to be the bearer of bad tidings!Likewise a bribery agreement is void per se (Extel Industrial vs Crown Mills – 1999 SCA) and therefore unenforceable, although strange enough in certain international regimes (e.g. Germany until recently), it is not only legal but tax deductible! An agreement designed to mislead creditors (e.g. a marriage of convenience in this case) is immoral and against public policy and thus void ab initio (Maseko v Maseko – 1992 W). As the saying goes (especially in the tax regime), the body adjudicating will look at substance over form.

MAY 2016 25Tourism Tattler Trade Journal

The Mozambique CollectionSmall footprints, real people, exceptional experiences, amazing places ...

The Mozambique Collection is a marketing brand that brings together a collection of stunning properties working together to promote the destination. The hand picked portfolio of members each has it’s own special attractions and experiences to contribute to the plethora of adventures that the country has to offer.

www.mozambique-collection.org | info@mozambioque-collection.org

The underlying principle of authentic luxury, in the true sense, resonates with all members – to offer the best possible experiences in idyllic locations, while creating a positive legacy for the local communities and environment in which they operate.

MARKETING

MAY 201626 Tourism Tattler Trade Journal

Around the world, immigration and refugees are a hot topic. Europe is locked in a debate as to how to handle the millions of people who seek to migrate there. The US also has a similar debate running through its Presidential election process. This article does not address the issue of immigration and refugees but it does look at how the movements of people impact the tourism industry.

Tourism is much more than merely about the movement of people from one place to another. It is also the exchange of cultures and the appreciation of the “other”. Tourism movements are not only about people from one place visiting another place, but often the tourist industry “imports” guest workers. These “people from other lands” provide needed services and often also give a sense of the exotic or internationalization to their host centres of employment. For example, the cruise industry has long sought multinational and multilingual staff. These international employees benefit from a chance to travel the world and provide a special flare and “joie de vivre” to the cruise experience. In other cases, people from one land have provided needed services in another nation and at the same time benefited from wages that may be higher than in their own countries plus the experience of having lived in a foreign land.

TOURISMMIGRATION

&

Unfortunately, due to issues of international crime and terrorism, our ability to travel freely or experience foreign employment opportunities is now being reviewed and in some places is being curtailed.

Below are some ideas on how we can maintain an open and hospitable industry while at the same time maintain safety and security standards. Please note that every location has specific needs. The information given below is meant only for the purpose of creative dialogue and does not give place specific recommendations. Please consult with local authorities before taking any specific action.

Develop a knowledgeable tourism police

The key word here is knowledgeable. Too few tourism locations have a special tourism police and many of those who do, do not have police who are trained as specialists in both the tourism side and the security side of the equation. Tourism police need to know more than merely how to stop pick-pocketing or deal with crimes of distraction. They need to be experts in everything from cyber security to hotel security, from issues of immigration to issues of legal and illegal employment. Tourism police must also know how to work with other forms of security professionals, especially those who work in private security. These security specialists also need to know marketing. A decision may make security

sense but if that decision destroys businesses, then in the end it will prove to be counter productive. For example, it is essential to know when police should be undercover and when they should be in standard or special uniforms. Tourists tend to spend more money where there is a visible police presence, thus too few police in uniform can be a costly mistake.

Develop a tourism immigration committee

This committee should be composed of specialists from law enforcement, from immigration and customs authorities, from the hotel industry and tourism industry, and from the local legislature or government. Make sure that laws match both security and economic needs.

Learn from others. Go to tourism security conferences, write to colleagues and learn what did and did not work in the world of tourism security. Then adapt the other locale’s policies to your local needs. Some policies may not be geographically or culturally specific while other may address problems in one locale and not be valid for another locale. A mistake in one location may not be a mistake in another location.

Make immigration procedures thorough

Emigration and customs are the first line of defence of any nation. It is essential that those working there are carefully selected, are given the prestige that they are due, and are the right

By Dr. Peter E. Tarlow

MARKETING

MAY 2016 27Tourism Tattler Trade Journal

personality types. People who tend to be introverted are less suited for this job than are extroverted people. Chatting and smiling are an essential part of security reconnaissance. Questions should be direct and to the point and accompanied by biometric and psychological profiles. These officials need to remember that they are both the protectors and greeters of tourism. These officials should be both careful and cautious, courteous and thorough.

Review all entry forms

All too often entry forms either ask questions that make no sense or seem to have been placed there as a form of tourism harassment. Too many forms are hard to see, and almost impossible fill out especially while on a plane. The result is that people provide inaccurate information. It is better to get less information that is accurate than a great deal of inaccurate information. Do not duplicate questions and if the information is not necessary, then eliminate it.

Develop protocols for foreign guests

There are two parts to foreign or guest worker programs. The first part is who should be accepted into such a program and the second part is how to we work with these foreign guests once they arrive.

Step one

Do not depend on your government to identify problem people.

This means that it is the tourism industry’s responsibility to check everything from social media to reputation.

A major task of human resources now needs to be finding the right people who are willing to uphold the guest nation’s values and also tourism values.

Ask potential employees direct rather than hypothetical questions.

The more direct the question the better the chance to judge the person not only by his/her answers but also by the employee’s body language.

Do not prejudge people.

There are good and bad people in every nation, group, religion and gender. A woman is as capable as a man in being violent. Judge each person on his or her own merits

Watch for problems once the person is hired.

If something does not feel right examine and question. Use the same criteria that you would in evaluating any other form of work place violence and do not allow politically correct

speech or actions colour the way that you confront a potential threat.

Step Two

Make sure that the person is well integrated into the host society and help him fight off loneliness.

It is not easy to be a stranger in a strange land. Giving a paycheck is not enough. Make sure that the person has the opportunities to make friends and to experience the joys of his/her culture.

Create a mentor or buddy program.

These programs not only add value to the guest workers experience but stop issues of alienation that may result in tragedies. The better the person is integrated into a host society the lesser the chance that the guest will consider harming his/her host culture.

Understand cultures.

Often what may seem to be violent in one culture may not be in another culture. Although the foreign guest is obliged to live in accordance with the host society’s rules, cultural norms and law, a good understanding of our guest’s culture may avoid miscommunication and misunderstandings.

About the Author: Dr. Peter E. Tarlow publishes a monthly ‘Tourism Tidbits’ newsletter. He is a founder of the Texas chapter of TTRA, President of T&M, and a popular author and speaker on tourism. Tarlow is a specialist in the areas of sociology of tourism, economic development, tourism safety and security. Tarlow speaks at governors’ and state conferences on tourism and conducts seminars throughout the world. For more information e-mail ptarlow@tourismandmore.com

Too few tourism locations have a special tourism police and many of

those who do, do not have police who are trained as specialists in both the tourism side and the security side of

the equation.

“

“

SAFETY & SECURITY

MAY 201628 Tourism Tattler Trade Journal

Like many other tourist destinations in the world, it could be argued that South Africa has some way to go to manage the trade-off between providing information to travellers about safety and security considerations versus the important task of growing tourist numbers into the country.

The country’s climate, scenery, infrastructure, its friendly people and a positive exchange rate all contribute to make South Africa a very attractive tourist destination. And with the visa debacle now behind us, there is virtually nothing that stands in the way of increasing tourist arrivals into the country.

Or is there? Safety and security is always upheld as our Achilles’ heel, but if that is the case, why is a country like Thailand still welcoming more tourists than South Africa as a tourism destination? Could it be due to amongst other things, the way they deal with matters of safety and security?

One possible answer is that it could have to do with how safety and security matters are communicated and integrated into their marketing strategy. In a country like Thailand, despite having a much poorer safety and security record regarding tourist than South Africa, they are expecting 33 million tourists this year, which will be more than double the number to visit South Africa. And in a recent article the Thailand government has vowed to improve the situation, so no attempt is made at hiding the facts.

Looking at the selection of South African websites that deal with Tourism Safety (see analysis graphic alongside), and how they communicate regarding matters of safety and security, what lessons can be learned?

Firstly, one has to acknowledge that this is but the tip of the iceberg when it comes to tourism safety and security advice. Virtually every hotel and accommodation facility will

TOURISMSECURITY

A Comparison on Safety Tips

TBCSA INFOSUM #1

have some advice or warning mechanism in place, be it electronic, brochures, z-folders, or even verbal warnings. The same also goes for every local municipality, especially within tourism dominated areas. This study therefore does not profess to be exhaustive.

There are a number of common themes that run through these safety tips. In most cases they deal with the various places where a tourist may find herself in the “travel value chain”, i.e. at the airport, in the vehicle, on the street, at the accommodation facility, at places of leisure/attraction.

In most cases emergency numbers are provided, and in some cases also a list of embassy numbers.

Only in a few instances is information provided on card fraud prevention – this despite the fact that this is one of the major crimes affecting tourists (with ATM scams).

A few sites deal with how to positively identify members of the SAPS, by implication suggesting this may be a problem.

There is limited information on dealing with safety issues, as opposed to security, i.e. illnesses, malaria, wild animals (granted, this is likely to be in the focus at areas where this may be relevant).

In most instances warnings are phrased in a negative manner, i.e. “do not”.

In many cases the safety and security information is “hidden” behind other information that markets the destiny. This is understandable, but in some cases navigating to find such information is difficult. Note – this is not a phenomenon unique only to South African tourism authorities/associations.

There is, with the exception of the provision of emergency numbers, virtually no advice on how to respond to various types of victimisation. In other words – if you have been a victim of card fraud, follow these steps, or if you had your passport stolen, then these are the steps.

National Department of Tourism

The NDT website lists issues relating to safety and security. Although reasonably comprehensive, there are a number of “don’t’s” or “not’s”, i.e. saying what tourist should not do, rather than what they should.

SAT’s recommendations go under the guise of safety precautions and safety advice. In general these tips, albeit short, tend to have a positive message/tone.

The Tourism Safety Initiative (TSI) website provides information under two different sections − an open area, and a secure portal for clients. In the open area, general alerts and information on fraud prevention is displayed. There is also specific information for travelers and for businesses.

South African Tourism

Tourism Safety Initiative

By Ian van VuurenProject Consultant, Tourism Safety Initiative,

Tourism Business Council of South Africa

Analysis of South

SAFETY & SECURITY

MAY 2016 29Tourism Tattler Trade Journal

African Websites that Deal with Tourism Safety

WAY FORWARDThrough the Tourism Safety Initiative approach of focusing on establishing Public-Private Partnerships, the idea is for the industry to ultimately achieve the following:

Developing a common “macro” message that can be replicated at the level of South African Tourism, Tourism Business Council of South Africa, provincial and city levels.

From this generic message, more specific messages may be developed by local authorities, tourism product owners and service providers, etc.

These messages should in all cases phrase matters, as far as is possible, in a positive

manner, i.e. “do” instead of “do not”. Look at SABRIC as potential best practice.

Links would be provided of support of various types on all sites, i.e. emergency responders, trauma councillors, translators, embassies, banks, etc.

We will also develop common ways to respond to specific types of emergencies, especially under the categories of violent crime, fraud, extortion, and health and safety. This can be done with simple flow charts.

Through the TSI, a facility will be developed with the capabilities of responding to emergency needs of tourist travelling within the boundaries of South Africa as a destination.

These things should be developed in a “fun” manner, i.e. interactive colourful posters that integrate normal tourism information with safety and security information in a seamless manner.

In the final analysis, we recognise that what is required here is a joint, integrated strategy on how to handle the communication of safety and security messages horizontally and vertically throughout the tourism spectrum in a fused public and private sector approach.

This after all, the long term objectives of the TSI with the support of both the public sector at all levels and the private sector.

These tend to mirror the NDT ones to quite a large extent. There is also a great deal of focus on “don’t” and “not”.

The WC approach is different as they encapsulate the messages in a brochure format. Also a great deal of focus on “don’t” and “not”.

The KZN information is also displayed in a colourful flyer, with mostly the same information as in the others. In general quite pleasantly phrased and displayed.

Safety information is provided for: the airport; the accommodation facility – quite comprehensive; On the street – quite comprehensive; In the vehicle; On hiking trails; and useful telephone numbers. Generally framed in a positive manner.

Only high level safety advice, as well as emergency numbers. The site itself provides very little and the focus is on marketing the destiny.

The South African Banking Risk Information Centre (SABRIC), although not a tourism entity, does display crime-related information. The difference is of course that SABRIC’s core business is fighting crime. They have however managed to change their phraseology into a positive manger.

Gauteng Tourism Authority

Western Cape Tourism

Tourism KwaZulu-Natal South African Police Services

Joburg Tourism SABRIC

RISK

MAY 201630 Tourism Tattler Trade Journal

UNDERSTANDING Tourism TradeInsurance

Part 1 in this series covered an introduction to insurance, an outline on the EC Directive, the basics of risk management, and financial guarantees. Parts 2 and 3 looked at liability

insurance, and Part 4 continued the subject of liability with specific reference to the Road Accident Fund in South Africa.

- Part 5 -

TYPES OF INSURANCE

The five kinds of insurance that apply to the tourism industry:1. Financial Guarantee (Insurance Bond) - Refer January 2016 issue.2. Liability Insurance - Refer Feb, Mar & Apr 2016 issues. 3. Vehicle / Property Insurance4. Travel Insurance / Medical Rescue5. Other Business Insurance (Buy & Sell, Key Person, Provident Fund)

PERSONAL ACCIDENT INSURANCE

To provide some form of reassurance to overseas travel agents and their clients, SATSA recommends that tour operators secure personal accident insurance in addition to their existing passenger liability insurance.

Personal accident insurance is a very simple form of cover with a capital benefit or sum insured, which is paid in full in the event of accidental death, and paid on a sliding scale basis depending on the severity of injury in the case of permanent disablement. There is also medical costs insurance cover that is included to be used to cover such costs resulting from the accident.

One of the main differences between a personal accident insurance policy and a liability policy is the fact that the personal accident policy is on a no fault basis, which means that it will make payment to an injured person regardless of fault. A liability product will only make payment to an injured person where there is proven legally liability as a result of negligence on the part of the insured operator that resulted in injuries to said person. So logically the personal accident policy will be more costly as it will pay regardless of fault on behalf of the operator.

A classic example of this difference would be a situation where an insured operator with six guests in their vehicle is hit by a third party vehicle and three of the passengers are killed. The cause of the accident had nothing to do with the insured operator’s actions as the third party vehicle was solely at fault. With a liability product, nothing would be paid as there was no fault on behalf of the insured, likewise any legal action against the operator would not have been successful for the same reason. In this same situation a personal accident policy would pay out.

PROFESSIONAL INDEMNITY INSURANCE

This is another form of liability insurance, which is aimed at professionals who offer advice or provide detailed brochures or itineraries to tourists, such as Travel Agents or Tour Brokers. It provides you with protection in respect of your legal liability arising out of the practice of your profession. This normally arises as the result of negligent acts, errors or omissions.

The world in which professional tourism service providers operate

is one of ever increasing pressure, with demands for quick answers and cost effective solutions. This pressure can lead to errors and omissions, which can and do give rise to claims.

Circumstances that give rise to professional liability claims are seldom clear-cut - they often give rise to disputes as to the nature and extent of the responsibility. In cases where you are blameless you may nevertheless be drawn into lengthy disputes, which can be both financially and emotionally draining. Professional Indemnity insurance provides both you and your client with peace of mind and financial protection.

DIRECTORS AND OFFICERS LIABILITY INSURANCE

Directors and Officers Liability insurance covers damages that may be awarded to a plaintiff in a law suit as well as legal defense costs. The policy may be extended to cover criminal and regulatory investigations and trials.

Claims may arise from shareholders, customers, industry regulators or competitors (e.g. unfair business practices). Directors and officers may also be held liable if they breach their duties or contracts to the company, mix personal and business assets or fail to disclose conflicts of interests.

3. VEHICLE / PROPERTY INSURANCE

This is more the kind of insurance that we as individuals are familiar with. Whether a business or an individual the following risks are a reality that has to be accounted for.

VEHICLE INSURANCE

Motor insuranceA comprehensive Motor Policy covers a road vehicle for all scenarios relating to any form of accident, as well as in the event of the

RISK

MAY 2016 31Tourism Tattler Trade Journal

vehicle being burnt out in a fire and of course, the greatest risk of all, theft. Should an accident be your fault and a third party is affected, this would also be covered under such a policy. In terms of Motor Policies, the onus lies with you, as the transport operator, to ensure that you comply with and adhere to, statutory requirements laid down by law (ignorance of the law is no excuse when it comes to litigation). These are:

• The vehicle must be roadworthy, of a suitable size (Tare) for carrying the number of passengers and be equipped with basic safety features (seat belts).

• The driver must have a Professional Driving Permit (PRDP), which requires that he / she is 21 years of age or older.

In addition, it is also important that operators obtain the correct insurance cover for the vehicle itself: namely, that the vehicle is insured for ‘business’ or commercial use rather than under a ‘domestic’ motor policy due to the lower premium costs. This practice can prove to be a false economy in the event of a claim against the motor or third party section as the insurer would repudiate the claim on the basis that the vehicle was being used to carry ‘fare-paying’ passengers, which would therefore be construed as being ‘business use’.

TIP: Most policies insure on retail and not replacement value – be sure to check this on your policy. Be sure to also check whose responsibility it is to advise the insurance company of the vehicle’s annual depreciation – it could be yours or the brokers.

Motor Policies may be broken up and it is possible that only sections of the complete cover can be purchased.

Motor Accident coverYour vehicle is involved in a road accident, either with another vehicle or with a stationary object or maybe just due to a loss of control. Providing that you are sufficiently covered, as per the value of your vehicle, the damages sustained to your vehicle would be paid for, subject to the deduction of an excess or first amount payable, as per your policy directive. If your vehicle has to be towed this too would be covered under this section of the policy. You would also be covered in the event that the driver was not yourself but another legal authorised party.

Motor Third Party coverIf, after the accident, it is ascertained that the accident was your fault and you have caused damage to another vehicle and a garden

wall for instance, these further damages would also be covered under your policy. Often the blame of an accident is subject to dispute and the insurance companies of each party have to fight it out, and in extreme cases this can go to court. Conversely where the accident was not your fault at all, you or your insurance company would claim from the guilty party’s third party cover in order to cover your expenses. Where complications arise is when the guilty party is not insured at all and that is when either you or your insurance party may have to resort to claiming the money from him or her in a court of law.

Motor Fire coverThis relates mostly to the occurrence of your vehicle being burnt out. Your car could obviously be burnt out as a result of an accident. This will also cover you in the event that your car is parked in somebody else’s garage which burned down, although the first recourse here would be that person’s home owner’s insurance, but if that did not cover you then your own fire policy would.

Motor Theft coverAs the scourge of our region, this cover is very relevant. This cover is in the event of your vehicle being stolen. However, great caution needs to be taken here as each insurance company has different requirements. The value of the vehicle, the nature of your alarm system and where the vehicle was stolen, would all be taken into account. Remember that it is important that you declare the value of your vehicle correctly or else you will only be paid up to the value that you are covered for and not maybe what your vehicle is worth. In many instances Insurers require an anti-theft or tracking device be fitted in order to obtain cover.

Marine insuranceMarine insurance policies offer comprehensive insurance on vessels’ hulls, motors, furnishings and fittings and all associated equipment on any marine vessel. Passenger liability clauses held under Marine policies are normally specific to this class of insurance. In other words, your passenger liability policy held under a Motor policy will not cover passenger risks for your boat as well.

Aviation insuranceAs with Marine, aviation policies provide cover for an aircrafts fuselage, motors, furnishings and fittings and all associated equipment. Passenger liability clauses held under Aviation policies are specific to this class of insurance.

Get the Tourism Insurance Directive booklet

This article will be be continued in the June 2016 edition of the Tourism Tattler, and will explain Property insurance - Ed.

DOWNLOAD (PDF - 4.4MB)www.tourismtattler.co.za/downloads/SATSA-Insurance-Directive-2015-Digital.pdf

PRINTED COPYCollect at SATSA’s offices: 3rd Floor, Petrob House, 343 Surrey Avenue, Ferndale, Johannesburgor email communications@satsa.co.za (Note that a nominal fee will be charged for admin, postage or courier costs)

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MAY 201632 Tourism Tattler Trade Journal