Overview of the TGCSA - Amazon Web...
Transcript of Overview of the TGCSA - Amazon Web...
Slide no. 1 © South African Tourism 2012
Structure of the Presentation
1. Introduction
2. New Tourism Act
3. Vision/Mission
4. Target Audience
5. Key Stakeholders
6. Grading Process
7. Criteria and Scoring Methods
8. 3-Year Membership
9. Human Resources (Staff, Awards Committee including Assessors)
10. Awards Committee Members
11. TGCSA Strategy Approval Process
12. TripAdvisor Partnership
13. 3-year Grading Criteria Review
14. TGCSA Performance History
15. Current Grading Statistics
2007 - Section 21 Chief Executive Officer
2009 – SAT Business Unit Chief Quality Assurance Officer
Tourism Act no 3 of
2014
1. Introduction/Background
1. Introduction/Background
Phase 1
2007
• Chairman – Mr Alan Romburgh
• Re-establish credibility lost (Internal Focus)
• Introduction of SPA with Assessors
• Management of invoices and fees taken away from Assessors
Phase 2
2010
• Chairman – Mr Peter Bacon
• Solidify gains made to entrench credibility (External Focus)
• QiT system – Quality in Tourism – to manage grading process
• Launch of Comprehensive, stricter Grading Criteria and Minimum Requirements
• 3-year Membership System
Phase 3
2013
• Chairman – Mr Graham Wood
• Retention strategies for both Graded Establishments as well as Grading Assessors
• Assessor Business Model, Basket of Benefits & Improvement on Skills
The Future Focus
The NDT Tourism Act
Implementation Team
to confirm
“The establishment of one or more schemes in term of which tourism
Services, Facilities and Products are graded and classified”
Tourism Act 3 of 2014
2. The New Tourism Act
Tourism Grading Council
Accommodation
Tour Operators
Restaurants
Tourist Attractions
Mission
Continually enhancing
the credibility and skills
of the Grading
Assessors
Continually enhancing
the credibility of the
Grading Process and
Grading Criteria
Ensuring a tangible
Basket of Benefits for
graded establishments
Strengthen the SA Tourism Brand by implementing a recognisable
and credible globally bench-marked system of quality assurance
for tourism experiences which can be relied upon.
1 2 3
Strategic Objectives
Vision To be an internationally recognised, credible and predictable brand
that stands for quality and enriched tourist experiences.
Continually enhancing
the credibility of the
Lilizela Tourism
Awards
4
3. Vision, Mission, Strategic Objectives & Goals
Quality Grade
Establishments
accurately
Recognise Great
Performing
Establishments
Strategic Goals
Slide no. 6
Who is our Primary Target Audience?
What are we Passionate
about?
Who would be willing to Pay for it?
What do we do Best?
Providing a quality
tourism experience to
all tourists
Helping
establishments
deliver an excellent
experience to the
tourist.
Establishments
are willing to pay
for Business
Growth
Establishments
4. Target Audience
Tourist Ultimate Beneficiary
Slide no. 7
5. Key Stakeholders
ASSESSORS TRADE
ESTABLISHMENTS
UNGRADED GRADED CANCELLED
Fedhasa, TBCSA,
NAA, SATSA etc
National Department of Tourism
TOURISTS
Slide no. 8
Online Application
Process on QiT
Payment of Invoice
Visit by Assessor
Pre-screening by PMA
Monthly Property Approvals Exco
Meeting
Award of Certificate and
Plaque
6. Grading Process
Bad
Debtor
7. Criteria and Scoring Methods
Hotel Standard Criteria
Building Exterior 69 Appearance, Grounds and Gardens, Parking, Safety and Security
Bedrooms 225
Décor, Furniture, Electronic Appliances, Wardrobe, Curtains and Window Coverings, Flooring, Bedding and Linen, Temperature Control, Lighting
Bathrooms 136 Type of bathroom (two persons vanity, etc), Flooring, Décor, Fixtures and Fittings, Towelling, Lighting and ventilation
Public Areas 80 Décor, Furnishings and Fixtures, Flooring, Skirting, Lighting, Atmosphere and Ambiance
General Facilities 26 Tea/Coffee making facilities, TV, i-Pad or any other 536
Category Specific Criteria
Dinning Facilities 155
Décor, Furnishings and Fixtures, Flooring, Skirting, Lighting, Atmosphere and Ambiance, Menu, Table Appointment, Breakfast/Lunch/Dinner presentation and quality
General Services and Service 160 Welcome, Friendliness and Appearance of Staff, Reservation, Check-in/out, Porterage, Laundry, Tourist information, Business facilitites
Housekeeping Services 70 Cleanliness of all areas, bed, bath, carpets, surfaces polished?
Additional Facilities 28 Spa, Resident Lounge, Sporting facilities, Gym, playground, luggage storage, customer feedback system?
Responsible Environment 51
Water (shower heads flow rate, re-use of grey water, twin flush cisterns) and Waste Management (recycling programme, energy saving lights, solar/heating initiatives)
464 1000
Slide no. 10
8. Three-Year Membership
3-year Membership System was introduced in
Oct 2012
Establishments commit to quality for a
minimum of 3-years
• Protecting the TGCSA Brand from Illegal
Use of Stars
• Consumer Confidence for a min of 3-years
• 3-months notice PRIOR to expiry to Exit
the system
Service Providers = 52
Full Time Employees = 13
Total = 65
Chief Quality Assurance
Officer
Manager: Marketing &
Comms
Marketing Assistant
Manager: Operations
Assistant Manager Ops
6 x Provincial Master
Assessors
52 x Assessors
Brand Manager:
Lilizela
Annual Judging Teams
Personal Assistant
9. Human Resources - Staff NDT
SAT Board
Awards Committee
9. Human Resources - Awards Committee
• 11 Members, reflects the following skills and areas of
knowledge, experience and expertise:
• Universal Accessibility
• Hospitality
• Decor
• Architecture
• Grading Categories (Hotels, Self-Catering, Caravan
& Camping, etc)
• The CQAO is the 12th member of the Awards Committee
Ms. Amor Malan
Universal Accessibility
Ms. Caroline Ungersbock Guest Accommodation
Ms. Nonhlanhla Tshabalala Architecture
Mr. Jegie Padmanathan
Formal Accommodation
Mr. Tony Hazel
Self Catering/Timeshare
Mr. Alan
Romburgh
Hospitality
Mr. Mark Goveia
Caravan & Camping,
Backpacker & Hostelling
Mr. Julie-Joe Madala
Ndlovhu
Catering and Decor
Mr. Yusuf Patel
Decor
Ms. Nyeleti Mushwana
Emerging Tourism
Entrepreneur Sector
Ms. Nina Freysen-Pretorius
MESE
Ms. Thembi Kunene
Chief Quality Assurance Officer
Province Male Total Male Female Total
Female
Black White Black White
Eastern Cape 0 2 2 1 1 2
Free State 0 0 0 0 0 0
Gauteng 3 4 7 1 4 5
KZN 1 3 4 1 2 3
Limpopo 1 0 1 0 0 0
Mpumalanga 0 1 1 0 1 1
North West 0 1 1 1 1 2
Northern Cape 1 0 1 0 0 0
Western Cape 2 3 5 1 6 7
22 20 42
Internal Assessors
City Lodge Group 0 4 4 0 0 0
Southern Sun Group 1 5 6 0 0 0
10 0 10
Grand Total 9 23 32 5 15 20 52
9. Human Resources - Assessor Pool
Mission Strengthen the SA Tourism Brand by implementing a recognisable
and credible globally bench-marked system of quality assurance
for tourism experiences which can be relied upon.
10. The Big Thing To Do?
Get establishment owners to grade their
establishments by showing them that grading
will result in business growth through a
tangible basket of benefits, skilled assessors
and a credible grading process
11. Summary of Challenges
1. Maintain and enhance the Grading System as a
Voluntary System
2. Enhance the Credibility and skills of Assessors
3. Enhance the credibility of the Grading Process
and Grading Criteria
4. Recognise great performers through Lilizela
Awards
5. Enhance and effectively communicate the
relevant Basket of Benefits
Slide no. 21
12. Revised Strategy - Approval Process
• Development of Revised Strategy for TGCSA
• 2days session by Awards Committee (Sept 2013)
• Exco Deliberations
• SAT Wider Management Team
• Special Awards Committee Meeting (27 June 2014)
• Final Exco Comments (17 July 2014)
• Consultation with NDT
• Approval by SAT Board (August 2014)
• Presentation to NDT for consideration and approval
• Implementation 1 April 2015
12 Aug 2014
13. Partnership -
• Partnerships with Online Review Platforms
• Deeper insights on consumers of SA products:
•By Province
•By Product Type
•By Consumer Type
• Empower Assessors to be of greater value to
establishments during annual visits
• Deliver on the Brand Promise – South Africa is an
internationally competitive destination of choice for
quality experiences
1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0 Grand Total
5-Star 0.0% 0.0% 0.0% 0.0% 0.1% 0.2% 1.1% 3.7% 5.1% 10.2%
4-Star 0.6% 0.0% 0.3% 0.5% 1.6% 3.6% 9.3% 18.9% 17.1% 51.9%
3-Star 0.5% 0.2% 0.8% 0.9% 3.4% 5.0% 7.8% 9.2% 6.9% 34.7%
2-Star 0.0% 0.0% 0.1% 0.1% 0.4% 0.3% 0.7% 0.2% 0.2% 2.0%
1-Star 0.0% 0.0% 0.0% 0.1% 0.4% 0.4% 0.2% 0.1% 0.0% 1.2%
1.1% 0.2% 1.2% 1.6% 5.9% 9.5% 19.1% 32.1% 29.3% 100%
62 11 68 91 335 539 1083 1820 1662 5 671 Total Establs
TripAdvisor
Grading
Council
4-5* Grading – Low Rating
6.9%
4-5* Grading – High Rating
55.3%
1-3* Grading – Low Rating
12.6%
1-3* Grading – High Rating
25.2%%
80.5% of Graded Establishments currently receive a high
consumer rating of 4 and above!
Respondent Statistics - 2013
Per Category I / We have reviewed the standards and are satisfied with the Minimum Requirements
and Grading Criteria standards used by the Tourism Grading Council of South Africa.
Keep up the good work of protecting our standards.
FA
%
FA
#
GA
%
GA
#
SC
%
SC
#
B&H
#
B&H
%
C&C
%
C&C
#
MESE
%
MESE
# TOTALS
Total Invitations per
Category 19% 1226 53% 3361 19% 1196 4% 239 3% 218 2% 123 6363
Yes: We agree to all
standards 59% 268 64% 770 64% 255 49% 54 70% 53 44% 33
1433
( 62%)
No: We wish to
comment on the
standards 41% 186 36% 434 36% 144 51% 57 30% 23 56% 42
886
(38%)
Submitted Totals 454 1204 399 111 76 75 2319
36.5%
14. 3-Yr Grading Criteria Review
15. TGCSA Performance History
2007-2008 2008-2009 2009-2010 2010-2011 2011-2012 2012-2013 2013-2014 Target
2014-2015 Target
2015-2016 Target
2016-2017
Total New 658 1808 1635 967 1281 1719 920
Total Renewal 4742 5132 6007 4965 3605 4303 4751
Grand Total 5400 6940 7642 5932 4886 6022 5671 6068 6493 6947
Annual Growth 658 1540 702 -1710 -1046 1136 -351 397 425 454
Annual Growth% 14% 29% 10% -22% -18% 23% -6% 7% 7% 7%
Property Approvals Meetings 450 578 637 494 407 502 473 506 541 579
Approved Strategy?
2013-2014 Target
2014-2015 Target
2015-2016 Target
2016-2017
920
4751
5671 7088 7584 8115
-351 1417 496 531
-6% 25% 7% 7%
473 591 632 676
New, stricter
Grading Criteria
3-Year
Membership
• Basket of Benefits
• Business Model for Assessors
Number of Graded Establishments As at end March 2014
Non-Hotel
Accommodation EC FS GP KZN LP MP NW NC WC
Grand
Total
Backpacker & Hostelling 12 2 9 9 2 2 1 1 38 76
Bed & Breakfast 182 14 177 232 22 33 18 34 310 1 022
Caravan & Camping 16 7 1 11 14 10 10 4 24 97
Country House 32 7 29 15 9 10 4 2 69 177
Guest House 233 54 431 146 54 112 71 71 587 1 759
Lodge 49 9 43 58 83 55 13 34 32 376
Self Catering 112 33 80 181 79 63 27 28 735 1 338
Non-Hotel
Accommodation Total 636 126 770 652 263 285 144 174 1 795 4 845
Hotel Total 54 27 180 108 28 34 21 24 187 663
Accommodation Grand
Total 690 153 950 760 291 319 165 198 1 982 5 508
MESE Total (Business
Tourism) 7 11 72 4 15 18 5 13 18 163
Grand Total Graded
Properties 697 164 1 022 764 306 337 170 211 2 000 5 671
15. Current Grading Stats
Number of graded Rooms As at end March 2014
Non-Hotel Accommodation EC FS GP KZN LP MP NW NC WC
Grand
Total
Backpacker & Hostelling 556 132 798 723 87 49 200 32 1 278 3 855
Bed & Breakfast 1 575 105 1 117 1 516 258 270 119 340 1 624 6 924
Caravan & Camping 655 406 50 1 025 1 368 1 112 217 660 1 534 7 027
Country House 321 81 345 170 153 103 29 25 771 1 998
Guest House 2 536 619 4 395 1 540 785 1 327 667 907 4 481 17 257
Lodge 497 263 1 248 986 1 587 1 129 156 804 445 7 115
Self Catering 985 356 792 1 563 1 699 1 452 179 863 4 083 11 972
Non-Hotel Accommodation
Total 7 125 1 962 8 745 7 523 5 937 5 442 1 567 3 631 14 216 56 148
Hotel Total 3 780 1 697 20 242 8 200 1 597 2 268 957 2 827 14 460 56 028
Accommodation Grand
Total 10 905 3 659 28 987 15 723 7 534 7 710 2 524 6 458 28 676 112 176
MESE Total (Business
Tourism) 38 30 531 26 63 67 19 48 76 898
Grand Total Graded
Properties 10 943 3 689 29 518 15 749 7 597 7 777 2 543 6 506 28 752 113 074
15. Current Grading Stats
Tourism Grading Council of South Africa
Number of Graded Establishments
As at end July 2014
Non-Hotel
Accommodation EC FS GP KZN LP MP NW NC WC
Grand
Total
Backpacker &
Hostelling 12 2 11 10 2 1 1 1 33 73
Bed & Breakfast 177 14 161 213 17 34 19 29 283 947
Caravan & Camping 15 8 1 11 10 10 9 4 22 90
Country House 30 6 29 16 8 11 3 1 70 174
Guest House 223 53 410 137 54 115 64 65 527 1 648
Lodge 47 8 42 56 77 52 12 35 31 360
Self Catering 104 33 75 164 67 62 27 26 673 1 233
Non-Hotel
Accommodation Total 608 124 729 607 235 285 135 161 1 639 4 525
Hotel Total 54 27 179 103 32 32 20 24 165 636
Accommodation Grand
Total 662 151 908 710 267 317 155 185 1 804 5 161
MESE Total (Business
Tourism) 5 10 67 2 15 18 6 12 17 152
Grand Total Graded
Properties 667 161 975 714 282 335 161 197 1 821 5 313
Tourism Grading Council of South Africa
Non-Hotel
Accommodation EC FS GP KZN LP MP NW NC WC
Grand
Total
Backpacker &
Hostelling 516 132 1 363 788 87 25 200 32 1 205 4 348
Bed & Breakfast 1 538 105 1 012 1 423 211 311 134 235 1 480 6 449
Caravan & Camping 707 518 50 1 025 1 169 1 114 177 660 1 320 6 740
Country House 298 51 362 176 145 116 21 19 775 1 963
Guest House 2 283 596 4 206 1 456 798 1 393 626 841 4 040 16 239
Lodge 492 241 1 174 975 1 474 1 092 150 860 431 6 889
Self Catering 940 366 693 1 556 1 566 1 441 232 843 3 901 11 538
Non-Hotel
Accommodation Total 6 774 2 009 8 860 7 399 5 450 5 492 1 540 3 490 13 152 54 166
Hotel Total 4 215 1 697 19 336 8 847 1 902 2 084 899 2 827 11 161 52 968
Accommodation Grand
Total 10 989 3 706 28 196 16 246 7 352 7 576 2 439 6 317 24 313 107 134
MESE Total (Business
Tourism) 32 27 467 5 62 63 25 44 56 781
Grand Total Graded
Properties 11 021 3 733 28 663 16 251 7 414 7 639 2 464 6 361 24 369 107 915
Number of Graded Rooms
As at end July 2014