1. Western Cape Plenary Session 26 April 2013 Ms. Thembi Kunene Chief Quality Assurance Officer

4. Strategies to deliver outcome Credible Grading Criteria Credible, Professional Assessors Benefits of being Graded Benefits of being Graded Credible Grading Process Stopping the Illegal use of Stars Stopping the Illegal use of Stars

5. QUARTERLY AWARDS COMMITTEE MEETINGS 1 June 2012 12 Members Chairman Mr Graham Wood

6. THE GRADING PROCESS THIS IS A 5 STEP PROCESS

7. Online Application (New/Renewal) Pay Invoice, Assessment of Establishment Pre-screening of motivation from Assessor Presentation at Monthly Approvals Exco Awarding of Stars! ASSESSMENT PROCESS ASSESSMENT PROCESS

8. Assessor has to : 1.Contact client and confirm assessment date 2.Schedule the grading 3.Conduct the practical grading 4.Discuss the findings 5.Agree on the recommended grading 6.Submission to PMA Review

9. PMA REVIEW PRE-SCREENING OF PROPERTIES Provincial Master Assessor - MAIN responsibility One more control measure – Rejection with reasons Final Decision by Monthly Property Approvals Exco Appeals considered by the Quarter Awards Meeting

10. 5-STAR PMA REJECTION

11. GRADING CRITERIA Use of Grading Criteria that are benchmarked and recognised by all Stakeholders

12. CONSISTENT ACCURACY!

13. OLD vs. NEW SYSTEM 2010

14. UNIVERSAL ACCESSIBILITY A FIRST IN THE HISTORY OF GRADING!

15. 3 Year Grading Criteria Review – Electronic Survey TOTAL - All Categories Activity#% of Respondents Total number of Questionnaire emails sent6 363100% Total number of Questionnaire emails successfully delivered 5 73990.00% Number of Questionnaires Opened, Populated and Submitted 1 462 (a)23.00% Total number of reminder emails sent5 613100.00% Number of Opened, Populated but incomplete questionnaires after reminder 409 (b)7.00% Number of Opened, Populated and Submitted questionnaires after reminder 448 ( c)8.00% TOTAL number of Responses (a+b+c)2 31937.00%

16. Currently consulting with the Game Lodge industry for the development of the Grading Criteria and Minimum Requirements. Implementation planned by Q4 of 2013/14 Game Lodges Criteria

17. PROFESSIONAL ASSESSORS Continuously improve competency and enhance integrity

18. ANNUAL ASSESSOR CONFERENCE Annual Refresher Training! 28-30 November 2013

19. Accredited Assessors ProvinceMale Total MaleFemale Total Female Total per ProvinceNEW BlackWhite BlackWhite Eastern Cape 1111232(2 BM) Free State 0 000 Gauteng257257143(1 BM, 1WM, 1WF) KZN 3302254(1BM, 1WM, 2WF) Limpopo112 02 Mpumalanga 011222(1WM, IBF) North West0111012 Northern Cape 11 011(1BM) Western Cape145145103(1BM, 1BF, 1WF) 20 1939 Internal Assessors City Lodge Group 44 0 Southern Sun Group 66 0 10 0 Grand Total42630613194915 15 New Assessors by 1 June 2013New Total64

20. THE Accreditation

21. Plaque has been redesigned with new security features.

24. Number of Graded Establishments As at end March 2013 Non-Hotel AccommodationECFSGPKZNLPMPNWNCWCGrand Total Backpacker & Hostelling 1538914314185 Bed & Breakfast 21221193260253736353601 179 Caravan & Camping 19619761142891 Country House 3132417894272170 Guest House 2376445115056113110796241 884 Lodge 531144578148134530382 Self Catering 11730103190806735279081 557 Non-Hotel Accommodation Total 6841388246922582842121932 0635 348 Hotel Total 572317410832342621183658 Accommodation Grand Total 7411619988002903182382142 2466 006 MESE Total (Business Tourism) 5217971418131417188 Grand Total Graded Properties 7461821 0778073043362512282 2636 194 Annual Target was 6 172.

25. Number of graded Rooms As at end March 2013 Non-Hotel AccommodationECFSGPKZNLPMPNWNCWCGrand Total Backpacker & Hostelling 70212248072475137400321 1383 810 Bed & Breakfast 1 4991511 2261 7482663292252841 8477 575 Caravan & Camping 803127507903513442076601 6644 996 Country House 339313151781119624257861 905 Guest House 2 4836824 6791 5278381 3669859424 65318 155 Lodge 5083381 2651 1221 3739343161 0314477 334 Self Catering 1 0163298631 7021 5911 4715198564 16912 516 Non-Hotel Accommodation Total 7 3501 7808 8787 7914 6054 67726763 83014 70456 291 Hotel Total 4 1541 36419 5719 0231 8462 3821 2342 19113 54355 308 Accommodation Grand Total 11 5043 14428 44916 8146 4517 0593 9106 02128 247111 599 MESE Total (Business Tourism) 24585973449 346175981 Grand Total Graded Properties 11 5283 20229 04616 8486 5007 1083 9446 08228 322112 580 This slide DOES NOT include cancellations

26. Establishments YTDECFSGPKZNLPMPNWNCWC Grand Total Apr 2011 – Mar 20127381489678192923352692331 9275 728 Apr 2012 - Mar 20137461821 0778073043362512282 2636 194 Growth vs Decline +8+34+110-12+12+1-18-5+336+466 Rooms YTDECFSGPKZNLPMPNWNCWCGrand Total Apr 2011 – Mar 201211 0672 98025 61116 9826 1576 6034 2796 26628 328108 273 Apr 2012 - Mar 201311 5283 20229 04616 8486 5007 1083 9446 08228 322112 580 Growth vs Decline+461+222+3 435-134+343+505-335-184-6+4 307 Performance Review: # of Establishments and Rooms

27. Slide no. 27 “We can ALL play our part in positioning South Africa as a globally recognised destination of choice for both global and domestic tourists” Minister Marthinus Van Schalwyk

28. Slide no. 28 MoU with DEDAT Western Cape to collapse its ‘’quality assurance’’ programme 1 179 Property database handed to TGCSA. TGCSA offered free Grading for YEAR 1 (deadline 30 March 2013) 1 April 2013 – 31 March 2014 DEDAT offered free Grading for YEAR 2 1 April 2014 – 31 March 2015 Efficient co-delivery of service between the two spheres of government Completely in line with the Western Cape Tourism Strategy and the National Tourism Sector Strategy. One national quality assurance system

29. Slide no. 29 Process Followed after MoU agreed to 1 179 Properties database handed to TGCSA 86 Properties removed due to invalid contact details 1 093 Properties handed to TGCSA Assessors 25 Properties – already graded 253 Properties NOT interested in Grading 358 Properties NON-COMMITAL (still need persuasion) 457 Properties WANT to get Graded 372 Properties ACTUALLY applied.

30. 31 PROPERTIES FAILED!!!

31. Name of Property: Piketburg Category Self catering Star Rating Applied for 3 star rating

32. Slide no. 32 EXTERIOR

33. Slide no. 33 EXTERIOR

34. Slide no. 34 KITCHEN (LOCATED WITHIN BEDROOM)

35. Slide no. 35 BEDROOM

36. Slide no. 36 BATHROOM

37. Name of Property: Clanwilliam Category Self catering Star Rating Applied for 3 star rating

38. Slide no. 38 EXTERIOR

39. Slide no. 39 LOUNGE (LOCATED WITHIN BEDROOM)

40. Slide no. 40 BEDROOM

41. Slide no. 41 BEDROOM

42. New Trade Focused Campaign

43. Slide no. 43 Online partnerships ensure Access to Markets

44. Slide no. 44 AWARENESS ENGAGEMENT CONVERSION High Impact Display Impressions: 445 641 Clicks: 538 CTR: 0.29% Ad Networks Impressions: 7 318 635 Clicks: 13 180 CTR: 0.18% Mailers Paid Search Impressions: 46 701 158 Clicks: 18 259 CPC: R12.69 Display Banners Impressions: 356 190 Clicks: 735 CTR: 0.21% Total Impressions: 54 821 624Total Clicks: 32 712 ‒ LinkedIn: Insert 1: 21 Jan Insert 2: 18 Mar ‒ Hotel and Restaurant: 31 Jan 12 Feb 26 Feb 01 Mar 07 Mar ‒ Digital Fire: 7 Feb 19 Feb 5 March 19 March ‒ Shout Factory: 18 Feb TGCSA / Digital Results 16 th Nov 2012 to 30 th January 2013

45. Slide no. 45

46. Slide no. 46 Website Visits Southafrica.net = 3,3mil Searching for accommodation = 1.2mil TGCSA = 173 000 TOTAL ACCOMMODATION SEARCHES = 1 737 000mil

47. LET’S CONTINUE FLYING THE FLAG! THANK YOU