3. Day 1 (AM)
9:00 – 9:30 Introduction/remarks: RETOSA, COMSEC, Participants
9:30 – 9:40 Workshop Objectives and Expected Outcomes
9:40 – 10:00 Project Progress
10:30 – 10:40 Objectives/Purpose of Harmonization Framework
10:40 – 11:00 Transition from Voluntary to Mandatory System
11:00 – 11:30 Open Plenary
11:30 – 12:00 Environmental and Social Responsibility
12:00– 12:15 Universal Access
12:15 – 12:45 Open Plenary
4. Day 1 (PM)
13:45 – 14:15 Assessor/Auditor/Inspector Training
14:15 – 14:45 Open Plenary
14:45 – 15:15 Consumer Feedback Mechanism
15:15 – 15:30 Open Plenary
16:45 - 16:15 Funding
16:15 - 16:45 Management Responsibilities of Retosa
16:45 – 17:00 Roles of National Organizations
17:00 – 17:30 Open Plenary
5. 9:00 – 9:15 Recap of Previous Day’s Deliberations
9:15 – 10:45 Marketing of Harmonized System
10:45 – 11:00 Open Plenary
11:15 – 11:45 Benchmarking
11:45 – 12:00 Open Plenary
12:00 – 12:50 Proposed Guidelines and Standards
12:50 – 13:00 Guidelines for Group Work
6. Day 2 (PM)
14:00 – 15:00 Group Work
15:00 – 16:30 Groups Report Back
16:30 – 17:00 Action Plan
17:00 – 17:30 Way Forward
Close of Workshop
7. A harmonized accommodation
rating scheme is one in which
SADC accommodation facilities of
the same type or category (e.g.,
hotels, resorts, lodges, inns,
campgrounds, etc.) are
conventionally separated into
classes [e.g. stars] or grades
according to their common
physical service and
environmental responsibility and
UA characteristics as established
at government, industry or other
private levels.
8. Framework purpose
To provide a structure and a blueprint
that both responds to issues affecting
harmonization as well as
Outlines a 3-year time frame (2012, 2013,
2014)and cost estimates to launch the
RETOSA harmonized grading scheme
in 2015
9. Framework Objectives
Define management structure of harmonized system
specific role of RETOSA and member nation stakeholders
Identify of the requirements to ensure continued buy-in and support from
the member nations
Present an assessment of the opportunities for a mandatory versus a
voluntary system
Determine how the harmonized system can be used to promote southern
Africa in the international marketplace and within the region
Identify conditions for integrating responsible tourism and universal
accessibility into the harmonized accommodation rating scheme
10. Framework Objectives
Describe current professional auditor availability, longer-term needs and
training requirements
Propose a consumer feedback mechanism to ensure ongoing
improvements of the scheme
Present select international benchmarks that support the overall structure
for national and regional harmonized grading schemes
Identify funding sources and requirements to complete the harmonized
scheme by 2015
Present an action plan that identifies the activities of RETOSA and the
various member nation stakeholders
12. From Voluntary to Mandatory
Definite preference for MANDATORY
Current mix
Current Voluntary
Developing Mandatory and Voluntary
Mandatory
Staging progression from completely voluntary to
mandatory within a realistic timeframe (3 years)
13. Phase 1: 2012-2013: Mostly Voluntary Systems
New system
Enables opportunity for government support (e.g. Mauritius)
Adequate time for facility upgrades (Malawi, Mozambique)
Phase 2: 2013 – 2014 Voluntary with a proviso
Only graded facilities receive government support
Phase 3: 2014-2015 All Mandatory Systems
Feedback mechanism in place
Government/RETOSA Marketing support
14. A Staged Approach
• All business prepared to
VOLUNTARY
opt in or out. No with proviso • Assistance to
restrictions implement standards
• Government support to • No unaudited rating • Feedback Mechanism
upgrade facilities in allowed in place
advance of mandatory • No government support
system
• Government support for
for unaudited facilities
marketing
• Assistance to improve
facilities
VOLUNTARY
MANDATORY
15. All authorities responsible for national accommodation
rating will enter into a three-phase program,
Advance each national program to mandatory status
by 2015 or sooner
RETOSA responsible for coaching and ensuring that all
member states respect the proposed timeline
Technical assistance (architect, interior designers,
engineering services) provided to accommodation
suppliers to meet requirements
16.
17. Environmental and Social
Responsibility
Sustainability, poverty alleviation, fair trade practices and
environmentally friendly tourism’ = Responsible Tourism
Source of standards:
Global Sustainable Tourism Criteria (GSTC),
The Botswana Green and Ecotourism Certification
standards
Principles of Responsible Tourism as defined by the SABS
Standards Division in Pretoria
Fair-trade in Tourism South Africa
18. Environmental and Social
Responsibility
Environmental Policy and Visitor Code of Conduct
Energy conservation plan; CO2 emissions reduction
(20% by 2015)
Water Conservation and water recycling plan :
low flow restrictors, leakage reduction, drip irrigation
Waste Management and Reduction
(recycling, recycled materials, composting, concentrates)
Regular Environmental Audits
(water, fuel and electricity, purchasing, community relations)
19. Environmental and Social
Responsibility
Ensure that local community residents benefit from tourism
training, jobs and support for small businesses
Maintain and encourage natural, economic, social cultural and
diversity and demonstrate sensitive behavior and respect for
local culture
Support for local arts and handcraft (exhibition and sales)
Financial and in-kind support for community-based and
environmental project
20. Environmental and Social
Responsibility
Responsible Purchasing policy: bulk buying, reduced
packaging, local purchases (SME’s)
Reduction of hazardous products: (cleaners, VOC’s,
phosphates)
Fair and livable wages for all employees
Gender and intergenerational equity
Marketing: Honest, internet based, recycled papers, green
markets;
21. Environmental and Social
Responsibility
Create a Green Team and select ‘eco-champion’
Environmental management training and guest
awareness program
Support/promote local tours offered by local guides
Environmental Emergency Response Plan
22. Universal Accessibility
900 million persons worldwide with disabilities
Want to and have a right to enjoy travel experiences
Visit popular and more remote locations
USA: 20% of the population (55 million)
UK: Worth £2.2 billion/year in 2010
NZ/Australia: 18 % of the population
23. Universal Accessibility
a) Physical access: require use of wheelchairs or walking aids
provision of handrails, ramps, lifts and lowered counters.
(b) Sensory access: people with hearing or sight impairments,
necessitating, tactile markings, signs, labels, hearing
augmentation-listening systems and audio cues for lifts and
lights.
(c) Communication access: difficulty with vision, speech, and
hearing impairments or persons from other cultures.
24. Universal Accessibility
Accommodation facilities and restaurants
ill equipped to meet the needs of those tourists with restricted ability.
lack of suitable accommodations limits them to the more expensive up-scale
hotels.
upscale safari lodges or coastal resorts may offer no accessibility standards.
Few facilities offer accessible rooms with wide entrances or low switches,
hand dryers, towel racks and beds.
Few hotels have elevators to all floors, access to reception, pool or bar
areas, clear signage, visual alarms, and complete access through the
entire building.
Many urban hotels provide special parking areas but:
distant from the main hotel entrances,
No accessible travel corridor to entrance
25. Universal Accessibility
Transportation
Travel in southern Africa requires several modes of
transportation including small aircraft, minivans, 4x4s,
boats and automobiles.
Accommodation providers not directly responsible for all
vehicular transportation they are nevertheless required to
consider how their clients with disabilities will access their
facilities.
26. Universal Accessibility
c) Customer Services and Training
services providers frequently uncomfortable in direct contact with persons
with disabilities because they don’t know what is required from them.
Furthermore there is a range of disabilities, which may have different
implications.
many customers with limited abilities in fact require no additional
assistance.
employees in direct contact with clients, reception desk, housekeeping and
support staff frequently encounter limited ability clients and therefore
require training
27. Universal Accessibility
Requirements
Meet national codes and regulations
Parking and aisles:
Adequate number, space, access aisle to entrance, surface, ramps, curbs
At least 1 accessible entrance door
Width, clearance, degree of opening
Accessible Interior corridors and stairs (tread width)
Accessible floor surface
28. Universal Accessibility
Seating areas:
Adequate number, access corridor, identification marker
Corridors: width, width for passing, turning space
Self-service units
Sleeping rooms: number, location in the facility
Access within the room, space around the bed, closet space
Bathroom: toilet, shower
31. Assessor/Auditor/Inspector
Training
Auditing and inspection capacity one of the most serious
obstacles
Few auditors in each member nation:
Bring in auditors from other nations
Share auditors
Require auditors with a specific understanding of the
accommodation sector
32. Assessor/Auditor/Inspector
Training
Auditor qualifications
the auditing process
auditing for the accommodation sector
quality assurance, responsible tourism, universal accessibility
familiarity with the accommodation certification process and
procedures
must be certified [at least five years experience]
33. Assessor/Auditor/Inspector
Training
Auditor Training
Require approximately 130 auditors by 2014
Require strategy and mechanism to ensure responsive to
the needs
Collaboration between RETOSA and member nations
Training responsibilities”
RETOSA: preparation of training guidelines, train the trainer
workshop, providing technical assistance
Member nations; training trainers and training auditors
34. Assessor/Auditor/Inspector
Training
Training program requirements/modules
understanding accommodation rating systems
responding to legal and regulatory requirements
knowledge of international rating systems
Techniques on how to plan, perform and report an audit
how to interview clients
understanding the weighting system
identification of non-conformity’s
These requirements must also be harmonized across the region
Preparation of auditing manual
Harmonized training program
35. Assessor/Auditor/Inspector
Training
REQUIRED ACTION
RETOSA to consolidate current auditor training activities and is
ensure consistency and credibility across member nations.
Develop a database of qualified auditors for distribution by early
2012.
Work closely with member nations to coordinate all auditor
activities and training programs.
Prepare auditor training guidelines and an auditing guidelines
manual
Provide technical assistance for member states launching their
training programs
36.
37. Consumer Feedback Mechanism
Standard Feedback mechanisms
Direct solicitation immediately following the lodging experience
Providing web-based opportunities for consumer generated content
in terms of opinions and remarks.
Establish integrated feedback mechanism at all levels of the
tourism value chain including:
RETOSA
National ministries of tourism + tourism authorities
Hotel and restaurant associations
Accommodation providers
38. Consumer Feedback Mechanism
Create a ‘visitor/consumer feedback’ link on each
accommodation providers website to be integrated into
the overall standards
Annual assessment of consumer feedback used to shape
the national and regional accommodation rating systems
39. Consumer Feedback Mechanism
The consumer feedback questionnaire
Provide 2 levels of information:
Information including grievances and commendations on the visitors travel
experience within the country and at accommodation
Opinions on how the accommodation responded to perceived rating
Assess visitors perception of the relationship between the star
rating and the actual level of service, experience and facilities,
Quality of furniture and equipment:
Restaurant quality and other amenities, Attractiveness, comfort and
services of guestrooms and bathrooms, recreation activities, site
attractiveness and surrounding location
40. Consumer Feedback Mechanism
Specific efforts: Responsible Tourism + UA
Travel trade feedback mechanism
Direct electronic mail out to the individual companies and specific
employee responsible for product development and/or marketing
Distribution of feedback questionnaires following a familiarization
trip or media tour
Distribution of feedback questionnaires during travel trade Shows
Solicitation of a response and opinions during direct sale efforts
Constant interaction with the Southern Africa travel trade, as it
concerns the enhancement of accommodation product.
41. Consumer Feedback Mechanism
REQUIRED ACTION
RETOSA will establish regional consumer and travel trade feedback
mechanism + assist member states in setting up their own feedback
mechanism.
National government agencies work with accommodation associations and
providers to ensure standard consumer and travel trade feedback
mechanisms are in place.
As each national rating system is launched RETOSA will assure that the
appropriate feedback mechanisms in place to ensure consumer/travel
trade input in to the operations of the rating system.
42.
43. Funding Sources and Mechanisms
GOAL: to be self sufficient mechanism
Project funding requirements: Type of projects requiring vary according
to the criteria of the various international donors and foundations.
Project funding requirements; 3 categories including;
Training and awareness
Marketing and promotions
Preparation of workshops, manuals and documentation
RETOSA
Maintain ongoing overall management of the scheme
Deliver regular project activities such as training, target marketing, manuals,
accreditation activities etc
44. Funding Sources and Mechanisms
Funding Sources:
International donors [e.g. USAID, GTZ, DFID, CIDA,
EuropeAid, etc.],
Environmental and/or economic development NGOs
International agencies such as UNDP, IUCN and UNEP
National and international development banks
American Express Foundation, Conrad N. Hilton Foundation, or
the ComMark Trust.
45. Funding Sources and Mechanisms
Training and awareness
Marketing and promotions
Preparation of workshops, manuals and documentation
Training workshops
Train-the-trainer programs to introduce the harmonized standards
to each member nation
Regional auditor training program to ensure common auditing
standards
Technical training workshops, particularly for responsible tourism
initiatives such as waste management, energy conservation, water
conservation, purchasing practices etc.
46. Funding Sources and Mechanisms
b) Marketing and promotions
5-year marketing strategy that integrates stakeholder
participation at the regional, national and supplier level,
Electronic marketing campaign to international tour operators
and wholesalers and receptive tour operators in member
nations,
Ongoing communications with the travel trade from those
facilities that have been certified within the harmonized
scheme,
Regional market research on client receptivity to and
satisfaction with the harmonize accommodation rating scheme.
47. Funding Sources and Mechanisms
Manuals and Guidelines
Best practices for implementing quality assurance, responsible
tourism and UA standards
Auditor assessment procedures
Customer feedback mechanism procedures
48. Funding Sources and Mechanisms
REQUIRED ACTION
RETOSA leads in identifying potential funding sources at the
regional and national level. Information shared with member
nations to also support their standards.
Selection criteria, by funding sources to documented
RETOSA responsible for managing the timely preparation of
manuals and delivery of regional level workshops.
RETOSA: lead agency in the preparation and implementation of
the marketing strategy
49.
50. Management Responsibilities
of RETOSA
Implementation of the scheme will be the responsibility of
RETOSA.
Central to all activities that strengthen, assist, and
monitor and market a harmonized grading scheme.
Responsive structure that provides maximum assistance
to and coordination amongst the various member nations
51. Management Responsibilities
of RETOSA
RETOSA as an accrediting body
Ensure that standards are being met and auditing processes are
being respected
Adequately and consistently funded
Ensure that all graded properties are in compliance with
harmonized standards
Adheres to the strictest rules for auditing transparency
Uses only qualified professional auditors
52. Management Responsibilities
of RETOSA
Reviews and update the quality assurance rating standards
every two years
Ensure information is accurate and can assist customers and
tour operators in making a fair assessment of the property
Maintains a consistent set of standards that meet the basic
requirements of a harmonized system
The system is managed by personnel with experience in
accommodation rating system
53. Management Responsibilities
of RETOSA
RETOSA Grading
Coordinator
Part-time
Technical or
Cooordinator
Working Committee
Assistant
Accommodation
Member Nation External Support
Suppliers and Sector
Grading Officers Services
Associations
54. Management Responsibilities
of RETOSA
RETOSA Grading Coordinator
Both a manager + administrator the numerous activities designated to member
nations and other stakeholders
Manage the day-to-day activities of establishing harmonized rating
system
Ensure activities and deadlines in the action plan and timeline are
respected
Responsibility for design and implementation of communication
plan associated with the rating system
Coordinate and communicate regularly with all grading officers in
each of the member nations
55. Management Responsibilities
of RETOSA
Prepare grant proposals and coordinate activities with international
donors, agencies and NGOs
Provide the RETOSA executive director and Board with regular updates
Prepare briefing notes and updates for the executive director and board
members when they travel to member nations and tourism related events
Report on the advancement of the harmonized rating system to
the RETOSA executive director
Manage all external activities and funding sources
56. Management Responsibilities
of RETOSA
Part-time coordinator assistant
Preparing a regular newsletter for widespread distribution
amongst the various stakeholders in the RETOSA database
Coordinating grading related activities amongst the various
national grading agencies and tourism and accommodation
associations
Responding to requests from member states for information
and coordinating the delivery of technical assistance,
preparation of manuals and training programs
Coordinate training workshops
57. Roles of National Organizations
Grading offices within the Ministry of tourism or Tourism
Authority
National and tourism and/or accommodation associations
Accommodation providers and partners within the supply chain
Communities that host visitors to the accommodation facility
External resource services and contractors
58.
59. Roles of National Organizations
Grading officers
Share experience with the design and management of
quality assurance rating systems
Provide professional input and feedback
current on improvements in grading processes and
standards
Undertake consumer-based research on the attitudes
towards accommodation rating systems
Assess the impacts of the Responsible tourism and UA
standards
60. Roles of National Organizations
National tourism and/or accommodation associations
Encourage their membership to actively pursue being graded and
joining the harmonized rating system
Provide regular assessment of each of the proposed quality
assurance rating standards including the weighting system
Assess national customer response to the rating system
Accommodation providers
External resource services (trainers, consultants, etc)
Communities
61. Roles of National Organizations
REQUIRED ACTION
The RETOSA board immediately solicit funding for Grading
Coordinator and Part-time Grading Coordinator Assistant by no
later than February 2012.
Current RETORSA staff will contact all potential national rating
system officers, and identify opportunities where they can
contribute directly to supporting RETOSA initiatives.
RETOSA staff will establish working relationships with all
stakeholders to solicit their support.
RETOSA and national grading officers will identify communities,
that can assist in promoting graded facilities.
62. Thank you for your great
effort these past few days
James MACGREGOR
jmacgregor@ecoplannet.com
"
