NEWSLETTER - 10 February 2017

Welcome to new members

We'd like to extend a warm welcome to new TTA members:
Brosad Travel Services
Camdeboo Day Spa
Dinokeng Resort and Dinokeng Resort Caravan and Camp Site
Eazy Events and Tours
El Mikho Travel & Tours
EPH Productions
Firwood Lodge
Glim 'n Glamour Travel Agency
Iketle Mobile Spa
Illyria House Boutique Hotel
Imagine Art
Monte de Dios
Ngata Safari Lodge Spa
Red Zone Shuttle Service
Spa de la Veille
Tamboti Lodge
Villa San Giovanni

TTA hosts the first Tshwane Hospitality Facilities Forum

The first Tshwane Hospitality Facilities Forum was held on the 16th of January 2017 at the Manhattan Hotel in Pretoria the first meeting discussed a variety of topics pertaining to the multi-disciplinary facilities and housekeeping field.

The forum had good participation from Facilities and Housekeeping staff of member properties across the city.

Topics raised were the benefits to membership of the forum, the collective bargaining power such a forum can have on the service providers and on shaping the future of this facet of the industry, good/best practise methodology that can be implemented in the Tshwane area to uplifting the value of the owners assets, better products for our visitors and beatification of the area.

The topics were each discussed and ranked in order of interest to the members with specific training and remuneration for lower end employees being at the top of the discussion list as there were no clear industry standards observed at this point. Further collaboration may indeed brig forth such an industry standard to specific training and relevant remuneration of employees who fall under the scope of the Facilities, Maintenance, Building Manager.

Additional topics in order of importance were discussed and each will be raised in future meetings which will be held quarterly, they were:

  1. Training and technician salaries debate
  2. Emergency preparedness
  3. Asset management and life cycle costing
  4. Occupational health and safety compliance
  5. Quality control
  6. Building maintenance: corrective & preventative
  7. Cleaning and housekeeping
  8. Service level agreements and preferred contractors
  9. Utilities and usage reduction
  10. Waste management
  11. Security
  12. Information technology and telecommunications
  13. Financial and general management participation proposal

TTA Guesthouse Experience Initiative kicks off with a bang

The TTA Guesthouse chapter kicked off 2017 with a very exciting project. At a time of the year where most of our properties are historically not too busy, we afforded our members the opportunity to stay at each other's guest houses at no cost. Not only did this project lead to some great networking opportunities but we were also able to give each other feedback on our products and services. This feedback goes a long way in ensuring that we all remain relevant and up to date on the latest trends and standards in the industry. Many guest house owners opted not to stay at a colleague's property themselves, but rather to send a staff member. The insight and feedback from housekeepers and porters were some of the most valuable feedback we received. Of course this has also been a great experience for those staff members who might not normally be able to see their industry from the perspective of the guest.

A huge thank you to the properties who participated and we are very much looking forward to repeating this initiative later in the year.

The Capital Menlyn Maine promises only the best

The Capital hotel group are very excited to bring you their very first hotel/apartments in Tshwane. Scheduled to open this March The Capital Menlyn Maine is more than just a hotel it is cited as the perfect meetings and events destination. With 8 meeting venue options kitted to the highest standards, you will find space that suits. Whether you are planning a business seminar, training workshop, full-on conference, executive planning, teambuilding or wedding The Capital Menlyn Maine promises to accommodate your requirements in style and with personalised attention.

Once the serious business of the day is over, guests are spoilt for choice from the myriad of high end restaurants and shops available in Menlyn Maine Central Square and the Times Square Casino is just a stones throw away!

To contact the banqueting staff for tailor made quotes email banqueting8@thecapital.co.za.

Get to know your customers and their expectations better with Travelling Mystery Guest

Travelling Mystery Guest offers the tourism and hospitality industry an exciting and interactive workshop on customer journey mapping, ideal for HODs and management. The workshop assists staff to understand their roles within the different stages of a customer's journey and they get to jot the process down on paper to identify touch points where they can exceed customers' expectations. The destination's main type of customer is used as a prototype and delegates get to take their customer journey maps with them and use what they have learned in the workplace.

Customer journeys consist of different stages and touch points where destinations could either impress or disappoint. Customers continuously compare experiences at destinations with their expectations. Whether it is the online booking experience, the road to the destination, the overall impression at arrival or even the greeting upon departure, every part of the customer journey adds to the overall experience.

Even though each department has its own responsibilities, it is very important for all departments to understand the customer journey, as their touch points tend to overlap with one another on a regular, minute-to-minute basis. Reservations, sales and marketing work together to provide customers with the best possible deals. Front office, reception and security collaborate to ensure that the check-in process runs smoothly and the marketing and food and beverage departments team up when it comes to menus and specials.

Get to know your customers and their expectations better with this interesting and exciting workshop.

The Customer Journey Mapping Workshop (R1100 per delegate) will take place at the CSIR Convention Centre in Pretoria from 09:00 – 15:00 on 23 February 2017, 30 March 2017, 26 April 2017, 26 May 2017 and 27 June 2017. Bookings can be made for any of these dates by contacting Travelling Mystery Guest on 082 336 1562 or enquire@travellingmystery.co.za.

Recommended reading

In the Accommodation Management space: LittleHotelier Resource Hub
In the Attractions Management space: Attractions Africa
General Tourism news: Tourism Update

Upcoming industry conferences, exhibitions and events

See what hot entertainment is on in the city
Meetings Africa, 28 February - 1 March 2017, Johannesburg
TTA AGM, March 2017, Pretoria
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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