Communication, problem solving and empathy key for propelling South African tourism, experts say
As visitor numbers to South Africa head toward a five-year high, experts say that tourism business must ensure that staff are properly trained to keep up with the demand and growth of the industry.
“There’s a variety of training that a tourism business needs,” MD of South African learning solutions specialist New Leaf Technologies, Michael Hanly, said.
“Typically, this would relate to customer service excellence – training for communication, empathy and problem-solving.
“There also needs to be cultural awareness training, as there are different cultural cues when it comes to international tourists. Language is one that immediately springs to mind.”
Where an entity can bolster revenue is through upselling and cross-selling, so employees need to be knowledgeable about every service offered. It is also handy to have connections to tour guides who can show travellers around, Hanly says.
In 2024, technology plays a significant role in tourism, with guests using online booking systems and apps to browse local attractions and restaurants. Hanly advises that staff need to be ‘au fait’ with these technologies themselves so they can offer guidance to guests without delay.
Increasingly eLearning is being leveraged for tourism training as it can be accessed anywhere and at any time by staff. It also offers flexibility to adapt content easily.
“You need to offer staff something you can learn on the fly. A tourism business should offer cross-training, as this helps when demand fluctuates,” Hanly continued.
It’s very hard to onboard employees during peak season, so it’s important that staff can perform multiple roles.
“A food and beverage specialist, for example, should understand the internal booking process and specials, identify upselling opportunities, offer guests guidance on various amenities, and have knowledge about the different business or holiday experiences the organization has to offer, both internally and regarding nearby attractions.”
Hanly says tourism businesses that use eLearning and microlearning should always measure training effectiveness. Clear goals and metrics to gauge the impact of training delivered is crucial if customers are to be kept satisfied.
“If you address these areas, you can create a scalable training programme. But a return on investment must be showcased.”
Email the Travel Weekly team at traveldesk@travelweekly.com.au
Michael Hanly New Leaf Technologies Tourism South AfricaLatest News
South Australian beach crowned best ‘hidden gem’ in the country
Stoked baby! Or was that a typo?
Avalon Airport champions low-cost rail connection from Melbourne CBD
Avalon rail connection? Bring it on! In two years, say officials, but we say they've got Buckley's.
2024 Green Revolution Summit brings travel heavyweights into green fuel discussion
It's almost like the organisers read our article on sustainable fuel this week.
Wendy Wu Tours first China mega-famil for 100 travel agents will be full of Wow!
China travel guru Wendy Wu should have no trouble ordering 100 dumplings for key travel agents on her mega famil.
Oaks Hotels & Resorts gets behind Netball’s Suncorp Super League
So Netball Australia draws its moral line somewhere between Gina Rinehart and Oaks Hotels & Resorts.
Tourism Australia appoints new regional general manager United Kingdom
Expat Aussie Andrew Boxall steps off a Flight Centre gig to plant the flag as UK Tourism Australia GM.
Chef Alessandro Pavoni unveils Cibaria at Manly Pacific MGallery Collection
Only problem is you'll get stuck on the Spit Bridge on the way back, after you finish your meal.
Hotel Review: Atlantis The Royal – Stunning in every sense
You can look but you can't touch. At least that's what it feels like when reading an article on this masterpiece.
Flight Centre’s Big Red Sale starts today
Flight Centre taking inspiration from Qantas' Red tail sale yesterday, someone's gotta change for the next round.
Aurora Expeditions announces savings for solo travellers
Save your money and travel and go solo, just don't spend it all buying friends at the bar.
Etihad and Tourism officials launch free Abu Dhabi Stopover
Etihad's giving you free hotel stays on your stopover while Qantas pays fines for ripping people off.
New MSC Australia boss talks hot topics for local cruisers, including the Caribbean
New MSC Australia boss, Antonio Paradiso, spills the Caribbeans on where he expects Aussie cruisers will go next.
Contiki’s latest campaign inspires travellers to engage with the world around them
Hands off! Influencers invited on holiday and told not to post anything. We can assure you they're back at it now.
Aussies a hit on the conference floor for IPW 2024
Diana Ross on opening night, Keanu's Dogstar band and a dozen lobster rolls. All in a week's work at IPW 2024.
Disney excited about prospects of cruise business as Disney Treasure nears completion
Disney's booming cruising business is set to knock Disneyland experiences out of the park.
Scoot’s first E190-E2 flights take off between Krabi and Hat Yai
When flying's a pitch. Airline lite Scoot offers a standard seat pitch of 29” on its new 112-seater.
Premium hotel operator ERDI launches it’s own academy in heart of Melbourne
ERDI expects to be shaken not stirred with the launch of its ERDI Academy in its Melbourne hotels.
Tropical North Queensland action-packed events calendar for adventure enthusiasts
Sporting enthusiasts and adventure seekers are gearing up for an action-packed year in Tropical North Queensland, with a lineup of sports events and adrenaline-pumping experiences set to take centre stage in 2024. Leading the charge is the highly-anticipated return of the Crankworx World Tour ‘Paradise Edition’ to Cairns from 22-26 May 2024. The mountain biking […]
Singapore Airlines Group first to receive SAF from Neste as AU/NZ play catchup
Singapore leaving many in their green dust. Here in Australia, we're hoping for a tortoise and the hare type outcome
Qantas Red Tail sale discounts more than 200,000 fares
Qantas marketers forever thankful to the team who chose the red and white colours. How else would they name a sale!
Bannisters by the Sea unveils retreat style package for new mothers
Three hours in the car with a newborn from Sydney might be tough, but trust us, it'll be worth it when you arrive.
Nothing Bonza can do to prevent loss of planes, ACCC concerned by latest aviation developments
Going, going, gone. It seems...
APT offers destination incentives to enjoy the Best of Asia
Whether its a cocktail by the beach or a hike through the mountains, APT has you covered. You'll find us at the beach!
Disney Days returns with Inside Out 2 showing in Sydney, Brisbane, Melbourne and Auckland
Time is running out for agents to register their Expression of Interest to an exclusive screening of the much-anticipated Disney and Pixar film, Inside Out 2, hosted by Disney Destinations Australia/New Zealand team and partner United Airlines. Places are limited and applications must be in by 17 May. In addition to the screening of the […]
Get ready to roll the marketing dice with Susan Coghill: Travel DAZE EXEC 2024
It's heating up in Cairns and we're not talking about the weather! Get ready for a marketing masterclass with Susan.
Aranui Cruises slashes prices with No Single Supplement and Half Price offers
French Polynesian cargo cruise line Aranui Cruises is slashing thousands off its 2025 Austral and Marquesas Islands cruises with an autumn sale offering 50 per cent off the second guest in a twin share room and no single supplement for solo travellers. On sale until June 21, 2024, Aranui’s 12-day roundtrip voyage from Papeete to […]
Cebu Pacific campaign aims to boost Aussie trips to the Philippines
Cebu Pacific's bouncy singalong ad campaign 'Fly to Happy, Fly to the Philippines’ aims to get more bums on seats.
Tauck’s new river and small ship ocean cruises, plus increased Seine capacity
Tauck adding itineraries like it's going out of fashion, which cruising certainly isn't.
Railbookers and La Dolce Vita Orient Express partner up for new luxury Italian itineraries
Fancy a luxurious trip through Italy? Who are we kidding, we know you do. Start your daydream here.
Luxury Travel Collection’s Nikki Glading spills all on member network perks: Travel Weekly TV
We urge you to enjoy this in true LTC style and lift a glass of bubbles with lunch today.
Auckland’s new domestic terminal comes with all the modern gadgets
We're not talking about drones or VR goggles, but these updates will change the game in Auckland.
Air New Zealand crew sign up for Sign Language Week
Have you signed up for Sign Language Week? Let this be your sign to do so!
Holland America Line gives one lucky winner the Ultimate Alaskan Cruise Experience
There's only one winner, so it's sort of like the Hunger Games of cruise prizes... but no one gets hurt.
TAG’s Byron Carr excited about K-Pop induced Asia expansion
Carr to go all Gangnam Style with TAG's Asian expansion
CATO celebrates 25 years with anniversary dinner
CATO's putting on a fancy spread to celebrate 25 years as other 25 year olds celebrate their HECS debt being cut.
Fiji Tourism Exchange 2024 opens with a vibrant ceremony at Sofitel Fiji Resort, Denarau
Two days in Fiji! If you didn't attend this conference we're sure you've got FOMO.