NEWSLETTER - 2 September 2016

Welcome to new members

We'd like to extend a warm welcome to new TTA members:
The South African State Theatre
Cullinan Tours
Ouklip Game Lodge
Vhandilani Travel and Tour
Halfway There Game Lodge
Siyaya Bush Lodge
Out in Africa Wildlife Lodge

Tourism map now live on the web

The TTA tourism map is now available on the association website.

Please direct enquiries to tshwanetourism.com/touristmap where prospective visitors can either download a copy of the map or request that a hard copy be mailed to them.

Information on free city wifi

The free Wifi in Tshwane is fondly known as Tshwi-Fi – it's even better than just Wifi!

View more information on the free wifi available around the city and for a list of free Tshwi-Fi hotspots!

Congratulations to TTA members on Lilizela Awards nominations

The Lilizela Provincial Awards for the Gauteng Province will take place on 29 September 2016, in Johannesburg. We are glad to announce that some of the TTA members have been nominated as finalists! [See the list below]

Congratulations and we wish you all the best!

Sherewood Lodge
3@Marion Guesthouse
Glen Marion Guesthouse
Opikopi Guesthouse
Town Lodge Menlo Park
Faircity Roodevallei
City Lodge Lynnwood
Menlyn Boutique Hotel
Premier Hotel Pretoria
186 Ridge Guesthouse
Ulyssess Tours & Safaris

City of Tshwane's new leadership

The Executive Mayor, Solly Msimanga, recently introduced his Mayoral Committee to the media. He said that cutting corruption, improving the City's finances, creating jobs and delivering better services will be the core business of the new leadership. Msimanga added that the Mayoral Committee will be held to the highest standard and will listen to the people to bring change and ensure a better future for all Tshwane's residents.

The new Mayoral Committee for the City of Tshwane is:
Cllr Randall Williams - MMC: Economic Development and Spatial Planning
Cllr Derrek Kissundooth - MMC: Community Safety
Cllr Darryl Moss - MMC: Infrastructure
Cllr Cilliers Brink - MMC: Corporate and Shared Services
Cllr Ntsiki Mokhotho - MMC: Sport, Recreation, Arts and Culture
Cllr Mandla Nkomo - MMC: Housing and Human Settlement
Cllr Sakkie du Plooy - MMC: Health and Social Development
Cllr Sheila Senkugube - MMC: Roads and Transport
Cllr Mare-Lise Fourie - MMC: Finance
Cllr Mike Mkhari - MMC: Agriculture and Environmental Management

Celebrate Tourism Day at the Voortrekker Monument and Nature Reserve

The Voortrekker Monument will be offering free tours in Afrikaans and English on World Tourism Day, 27 September at 09:00, 11:00, 14:00 and 15:00.

Visitors only need to buy entrance tickets for the monument. Ticket prices can be found on our website www.vtm.org.za.

The ultimate #pretoriabucketlist has so much more to offer

The ultimate #pretoriabucketlist created by 3@Marion Guest House has been live for just about a year and currently the page gets between 10 and 150 unique visitors per day. Even more exciting: visitors spend an average of 4min 29sec on the page. This is quite high - proving that they are using the information effectively to make bookings, get directions etc.

You can find the bucket list here to check your favourite establishment's details.

TTA BOS Day showcased a spectacular experience in Dinokeng

   
   
TTA had a productive two day business opportunities summit in Dinokeng Game Reserve on the 21st and 22nd of August 2016. The summit had a fully packed two day itinerary that promised to educate attendees about the only game reserve in the world that is within a city and how the tourism value chain can benefit from the meeting industry.

Day 1 of the summit left guests blown away with the picturesque of the Dinokeng Game Reserve; it was such a great experience seeing some members of the big five family and other beautiful creatures from the wild in their natural state. The festivities carried on throughout the evening with a scrumptious bush braai which was thoroughly enjoyed!

Day 2 of the summit entailed speakers and presentations from the South African Tourism Convention Bureau, Gauteng Tourism Authority and the City of Tshwane Convention & Visitors Services Bureau. This session was engaging and informative as it gave a detailed background on the role and objectives of convention bureaus from local, provincial and the national level in South Africa. Going forward TTA plans to arrange a follow up workshop entitled 'How To Package Your Product for the Meetings Market' in order to demonstrate practical ways in which the tourism business can feed better from the meeting industry. More information will be communicated closer to the date of the workshop.

We can't thank our member lodges enough for going out of their way to host the guests that the attended the summit: Kwalata | Mongena | Ngata.

Map your guests experience to deliver better service

TTA member Travelling Mystery Guest offers hospitality and tourism destinations an exciting and interactive workshop on customer journey mapping where you get to map out your customers' journey. This workshop assists your staff to understand their roles in the different touch points in a customer's journey and they get to roll out the process on paper to see what a customer expects at certain times within the customer journey.

Subconsciously we all rate our experiences all the time. Whether it is the drive to a destination, the arrival, an activity at a destination or even the departure, there is always a score attached to it. Not necessarily a mark out of ten, but definitely a "yes, I'll do that again", "next time I'll do it differently" or "no, I'll never do that again!"

This is exactly what goes on in customers' minds during visits to a specific destination. Every part of a customer's experience adds to the overall assessment of their customer journey. The customer journey consists of different touch points where the destination has the opportunity to either impress or disappoint and these touch points often interlink with one another.

The customer journey continues throughout the customer's visit, whether it is a lunch at the restaurant or a stay over. It also does not end when the guest departs. Follow up phone calls, email communications, social media posts, likes and shares and TripAdvisor reviews all form part of the post-stay phase. This is why it has become very important for destinations to be just as active and pro-active online as their customers. The customer journey is not just face-to-face experiences anymore. It now includes telecommunication, written (and e-mail) communication, verbal and non-verbal communication, social-, digital and print media (marketing) and more.

It is, therefore, very important for different departments to understand the customer journey, as these departments tend to interlink with each other on a regular, minute-to-minute basis. Reservations, sales and marketing work hand-in-hand to provide customers with the best possible deals. Front office, reception and security work together in ensuring that the check-in process runs smoothly. Marketing and food and beverage work together closely when it comes to the menus and specials. Understanding the customer journey assists the different departments in helping each other to exceed customers' expectations and to eliminate gaps within the customer journey where touch points are exposed to possible disappointment.

No destination's customer journey map will ever look the same, as not one destination offers the same experiences. Different customers will lead to different customer journey maps, as no customer has the same expectations. Hence, during Travelling Mystery Guest's workshops, the destination's main type of customer is used as a prototype and staff get to take their customer journey maps with them in order to implement what they have learned in their workplace.

If you would like to learn more about your destination's customer journeys, contact Travelling Mystery Guest today on 082 336 1562 or enquire@travellingmystery.co.za and book them for a workshop at your destination.

Recommended reads: Top tips for trade

In the Attractions Management space
In the Accommodation Management space
For General Tourism news

Upcoming industry conferences, exhibitions and events

See what hot entertainment is on in the city
TTA Spa Chapter Meeting, 6 September 2016, Pretoria
SAACI Tshwane Branch Meeting, 8 September 2016, Pretoria
TTA Guest House Chapter Meeting, 12 September 2016, Pretoria
National Tourism Stakeholder Forum Meeting, 13 September 2016, OR Tambo
TTA Hotel Chapter Meeting, 16 September 2016, Pretoria
Sports & Events Tourism Exchange, 25-27 October 2016, Pretoria
WTM London, 7-9 November 2016, London
IBTM 2016, 29 November-1 December 2016, Spain
AIME, 21-22 February 2017, Australia
Meetings Africa, 28 February - 1 March 2017, Johannesburg
WTM Africa, 19-21 April 2017, Cape Town
IBTM Africa, 19-23 April 2017, Cape Town
Food and Hospitality Africa 2017, 3-5 May 2017, Midrand
Indaba, 6-8 May 2017, Durban
Attractions Africa 2017, Dates to be confirmed, Tshwane
SAACI 31st Annual Congress, 4-6 June 2017, Pretoria

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Members are urged to submit any news for the website and newsletter to secretary@tshwanetourism.com.

Please forward this newsletter on to colleagues and staff who may benefit.