Presentation Parliament Portfolio Committee on Tourism

1. Presentation Parliament Portfolio Committee on Tourism 15 November 2011 Presented by Ms Caroline Ungersbock Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

2. Introduction Honourable Chairperson, Honourable Ministers and honourable committee members, we thank you for inviting the National Accommodation Association of South Africa to brief the Portfolio Committee on Tourism Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

3. Introduction • State of accommodation • Implementation of the new grading system • Challenges experienced We understand that the Portfolio Committee of Tourism would like to assess and evaluate progress of the implementation of the new grading system Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

4. Introduction My name is Caroline Ungersbock I am the president of the National Accommodation Association of South Africa abbreviated as NAA-SA. I have held this position since May 2011. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

5. Background and History For this presentation, it is important to give you the Background and History of the NAA-SA. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

6. Association History and Background • The NAA-SA was founded in 2000, when local smaller accommodation associations from three different provinces wanted to set up provincial associations working with the already established local associations within their province. • These provinces wanted to ultimately achieve a national body that would become the “voice” for the smaller accommodation industry in South Africa. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

7. Association History and Background • The three provinces namely KZN, Gauteng, & the North West Province got together and contacted the Western Cape, Limpopo, Free State and Northern Cape associations. • With this the association representation grew to being represented in 7 provinces. • These associations shared ideas, and worked on ways to ‘grow’ the National Association to achieve the vision of the NAA-SA. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

8. Association History and Background • By 2002 the NAA-SA representation grew to 8 provinces, with 48 member association and over 900 members. • The NAA-SA established a website where member establishments were listed. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

9. Purpose of NAA-SA • The core purpose of NAA-SA was to: - • assist, inform and support the smaller accommodation establishments. • Through promoting positive measures that would assist the sector to grow and prosper. • As a result the NAA-SA is formulated as a Non-Profit Organisation, and has been accordingly registered. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

10. NAA-SA Representation • Throughout the years the NAA-SA has been represented on national tourism bodies such as THETA (now CATHSSETA, TBCSA and FEDHASA East Coast). • In addition to this the NAA-SA are associate members of SATSA. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

11. NAA-SA • The NAA-SA’s is the “United Voice” of the smaller accommodation establishments through:- • Engaging with government and industry policy makers on our role within the tourism industry; • Offering mentorship, training and support programmes; Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

12. NAA-SA • Ensure that the member establishments of the NAA-SA offer their guest’s affordable, quality accommodation and supportive services; • Developing a sustainable industry, which supports skills development across the board and promotes sustainable job creation. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

13. Where We Are Now • The NAA-SA is the largest smaller accommodation establishment association in South Africa. • We have close to 900 paid up members. • Many have closed down due to the economic climate of the past 18 months. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

14. Where We Are Now • The NAA-SA presently have a seat on the board of the TBCSA. • The NAA-SA have a Memorandum of understanding with FEDHASA. • All our members are affiliate members of FEDHASA. • The NAA-SA are affiliate members of SATSA. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

15. National Road Show • We have held workshops on • The Consumer Protection Act and • Responsible Tourism • In 15 smaller towns • In 7 provinces Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

16. The NAA-SA is on the SABS Committee working on Service Excellence in Tourism Standards driven by the National Department of Tourism. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

17. NAA-SA Relationships • We have an excellent relationship with CATHSSETA • We have a good relationship with the National Department of Tourism. • We are embarking on further workshops around the country on Responsible Tourism. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

18. Employment Statistics Source: THETA Draft Sector Skills Plan 2011/12 – 2015/16 Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

19. Our Relationship with the TGCSA • Our relationship started many years ago. • However, on the 27th of June 2010, the TGCSA called a meeting to address the concerns of the Smaller Establishments. • It was during the World Cup and not many stakeholders were able to attend. There were 19 concerns that we brought to the attention of the TGCSA: - Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

20. Concerns with New Grading Criteria • 24 Hour Security with a Security Guard at each Entrance • 24 Hour Reception • Room Dimensions • 17” Electronic Safes • Opt out of TGCSA system as the system was voluntary Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

21. Concerns with New Grading Criteria • Down Pillows and Duvets • Bathroom Linen to be changed 2 daily • Dinner to be served in Guesthouses • 24 Hour Room Service • Electronic Shavers in all rooms Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

22. Concerns with New Grading Criteria • Master Switch next to the bed • Wardrobe sizes • Statutory “by-laws” where applicable • Breakfast to be served for 3 Hours • Full Length Mirror in Room Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

23. Concerns with New Grading Criteria • Need arm chairs for No. of People that the room can Accommodate • 14 Hangers required • Bathrooms required 2 Basins • The issue of open toilets Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

24. Concerns with New Grading Criteria We discussed these points and slowly these requests were altered. They are hotel standards and not suitable for smaller accommodation establishments. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

25. I am on record as saying that: - “the Relationship between the NAA-SA and the TGCSA is an important one. It was almost destroyed when the first document came out with the new criteria. It is necessary that we embrace the grading system and work together to have 6000 happy establishments as opposed to 6000 unhappy establish and work together towards a common goal.” Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

26. Encourage Tourism Grading The No. of Guesthouses in our Association that have embraced the new criteria in 2011 are 471 which is 53% of our membership. We encourage our members to get graded. We even give them a discount on their membership when they send proof of grading. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

27. Encourage Tourism Grading We have set up an e-mail address that our members can send their compliments, complaints and comments to on the new grading system. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

28. These are the issues that have been sent to us through this means of communication:- Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

29. Complaints BEFORE Being Graded with the New Criteria • Why should we pay for grading? • Why should we pay for the no of rooms? • Why should we pay according to our advertised rates? Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

30. Complaints After BEING Graded with the New Criteria • Haven’t received my certificate • Haven’t received my plaque • Cannot find our establishment on the website • Some assessors are unprofessional Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

31. General Comments Received Regarding the TGCSA • Why has the committee not got a person that understands smaller accommodation establishments. • Why should we get graded, we don’t get any value out of it. • Communication with the TGCSA is difficult, don’t return calls, wait a long time for e-mails to get answered. • Grading is too expensive. • Cannot afford to be graded in the current climate. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

32. Suggested Solutions By Some of Our Local Associations • Representation on the awards committee required by all sectors that require grading. • Camping and caravan parks • Smaller accommodation establishments • Hotels • Bush lodges • Farms stays Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

33. Suggested Solutions By Some of Our Local Associations Consider aspects of Responsible Tourism e.g. - 5 star guest house - Change linen and towels twice daily - All bathrooms to have bath and shower - Guest amenities Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

34. Suggested Solutions By Some of Our Local Associations • More marketing to be done by the TGCSA on the differences between the stars and what can be expected by the guest. • The TGCSA need to warn the public about booking at establishments that are not graded • The grading conveys a guarantee to the guests • Cost considerations • More resources at the TGCSA to assist with queries and concerns. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

35. Thank You The NAA-SA once again thanks - The Honourable Chairperson Mr Gumede, Honourable Ministers and Honourable committee members for inviting us to brief the Portfolio Committee on Tourism. Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism

36. Contact Details Caroline Ungersbock President – NAA-SA 082 880 6350 011 430 4700 Presentation Parliament Portfolio Committee on Tourism Presentaion Parliament Portfolio Committee on Tourism