A GROWING
emphasis
on duty of
care is a side
effect of our
increasingly
turbulent
world. Simply
assuming that
your suppliers
have your
back in the
movement of
large groups
of travellers
is unlikely
to assuage
the fears of
corporate
clients, and
some pertinent
queries on
the part of
the travel
consultant are thus in order.
TNW put such a question
to Tamarin Transell, head
of Groups & Incentives
– South Africa & Asia for
Lux* Resorts & Hotels. Her
response indicates what
consultants should expect
from hospitality suppliers.
“Prior to the group’s
check-in at our resorts, we
request a questionnaire
from the agent that requires
our guests to advise
their medical aid details,
emergency contact person,
details of their house
doctor and also if they have
any medical conditions or
allergies to be aware of,”
says Tamarin.
“Once at our resorts, we
offer a dedicated security
team 24/7 with the entire
premises covered by CCTV
cameras. All our resorts
have a duty manager
available around the clock, a
nurse on duty
from 09h30-
21h30, and
a doctor and
ambulance on
call.
“We have a
fully trained
fire-fighting
team on duty
daily and
the entire
premises are
equipped with
everything
necessary
to extinguish
small fires
within the
resort. We
are constantly
training our
teams on
basic first aid
and first aid specifically
for children in all our kids’
clubs.”
With high occupancies
year-round, Beachcomber
Resorts & Hotels has the
same safety policies for
large groups as it does for
individual travellers. Says
Enid Maullin, group sales
executive with Beachcomber
Tours in South Africa: “Our
evacuation policies remain
in place for all our guests
and are carried out very
effectively. Our hotels’
security measures are very
good throughout all the
properties.”
Sea travel, a popular
choice for incentives
and corporate meetings,
comes with its own set of
security measures and all
passengers, groups and
others, are put through
on-board safety drills and
briefings. Group members
should be encouraged to
participate.
“This happens after all
have embarked, before the
ship sails,” says MSC md,
Ross Volk. “It is compulsory,
and passengers must swipe
their cards to show they
have attended.”
The importance of travel
insurance cannot be
overestimated, regardless
of type of travel. “The
incentive management
team can ensure that they
keep the insurer’s 24-hour
emergency contact number
close so there is no delay
in calling for help in an
emergency,” comments
Simmy Micheli, manager
Sales & Marketing of
TIC. She recommends
a comprehensive policy
providing cover for all
travel risks, including
hospitalisation costs for
pre-existing illnesses, and
unconditional terrorism
cover.
Ramesh Jeenarain, md
of World Leisure Holidays,
also emphasises travel
insurance to cover any
potential medical expenses,
loss and damage incurred.
In addition, the tour operator
works with resorts that have
public liability insurance in
place, while all suppliers of
transfers and excursions
used are accredited.
Lean on the experts to ease the admin load
ONE vital element in the MICE
co-ordinator’s arsenal is the
event venue or resort, and
it goes without saying that
the level of professionalism
of these facilities or
destinations will play a crucial
part in the success of the
experience.
Consultants should be able
to lean on venue and resort
staff for creative input and
easing the administrative
load, and will be able to
judge the wisdom of using
the facility with some probing
questions, backed up by firsthand
inspection.
TNW asked some of
the experts to detail the
assistance they offer.
“MICE business is a key
business focus for Legacy
Hotels & Resorts,” said
Jeanine Smith, the group’s
marketing manager – Special
Projects, stressing the value
of the sector to the business.
“We have properties that
are positioned in some
of the most sought-after
destinations in Southern
Africa, and our aim is to
ensure that all clients have
the opportunity to surprise
and delight their guests
with a once-in-a-lifetime
experience.”
Thus, the group employs a
MICE specialist at its head
office who is dedicated to
conceptualising bespoke
experiences in conjunction
with member properties
and the client. In this way,
expectations within specific
budgets are met and carried
out on site, to perfection.
“Content footage and
innovative marketing material
is always in production,
so that clients are able to
visualise the product in
creative ways,” says Jeanine.
“From a head office
perspective, we ensure
that clients receive all the
support they need – sample
itineraries, creative ideas to
enhance the programmes,
and effective ways of using
the existing magic that each
property and destination
‘owns’,” she continues.
At individual property
level, all Legacy properties
that court MICE business
have strong guest relations
and banqueting teams
that manage MICE groups
meticulously.
Dedicated co-ordinator
At Lux* Resorts, a dedicated
group co-ordinator is allocated
to the group on arrival and
co-hosts activities and special
meal arrangements in resorts
to ensure consistency and
continuity of service from
administration to the actual
operational delivery.
“Where possible, we aim
to privatise or semi-privatise
dining locations so that the
group remains unaffected by
other in-house guests,” says
Tamarin Transell who heads
up Lux* Resorts Groups &
Incentives in South Africa and
Africa.
Checking in large groups
can be unwieldy and, if not
processed slickly, creates a
negative first impression.
“In advance of the group
travelling, we request and
receive via the agency
passport copies and personal
information from all our
guests. This is sent to the
resort teams in advance,
thereby eliminating a lengthy
check-in process once at our
resorts. The tour leaders
are provided with the resort
teams’ emergency mobile
numbers and they are
reachable via WhatsApp,
which is compatible with most
SA mobile phones on the
resort’s complimentary Wifi.”
Beachcomber follows a
similar pattern, according to
Enid Maullin. “During the
pre-organisation process
we prefer to get copies of
each traveller’s passport,
and this way we are able to
compile an accurate list with
all details required for checkin
at the hotel. With large
groups, all they need to do
then is sign for their key card.
We also set up separate
tables in alphabetical order
to assist with a smooth
registration.”
Choose the right resort
With expert knowledge of all
the Beachcomber resorts,
the Beachcomber Groups
Department guides agents
on the choice of resort best
suited to the client’s needs.
The department undertakes
the booking of all services
– flights (including preseating
and special meals),
accommodation, transfers,
excursions, special evenings
and conferencing.
It tailor-makes itineraries,
and a dedicated groups sales
executive will assist with
presentation to the client.
A spreadsheet detailing all
requirements is generated,
so that agents need only
complete details such as
rooming arrangement, dietary
needs, passport details,
dates of birth and special
celebrations.
At resorts in Mauritius,
groups co-ordinators work
with the group from arrival
until departure. They ensure
that all departments of the
resort are briefed on group
details and requirements, and
liaise with tour leaders on a
daily basis. They perform a
key role in the organisation
of special evenings,
entertainment, themed
dinners, and conferencing,
and see to extras such as
room drops.
Depending on the size of a
group, World Leisure Holidays,
which also operates a
dedicated MICE department,
may even send one of its
own South African-based
team members to accompany
groups to facilitate smooth
running at the destination,
advises md, Ramesh
Jeenarain.
Aha Hotels and Lodges, with
numerous conference hotels
and resorts in its substantial
portfolio, has experienced
teams to book, co-ordinate
and execute group requests.
“When a travel agent or
PCO books for a specific
corporate, our in-house
co-ordinators can liaise with
all parties to cut out extra
work and turnaround time,
making it so much quicker
to put a successful event
together,” says Celeste
Schroder, national sales
manager.
One-stop shop
The individual hotel or resort
is the consultant’s or PCO’s
one-stop shop, says Celeste,
and can assist with décor,
teambuilding and on-site
activity needs. “We have a
recommended supplier list
per property, with a long
selection to cater for every
need,” she says.
With cruising’s popularity
as a choice for MICE events,
MSC Cruises employs a
groups division that assists
with all questions and
requirements, and works with
the cruise line’s head office in
Naples to ensure everything
is organised according
to agreements before
embarkation. “On board
there is an events manager
dedicated to ensuring
everything flows smoothly
according to schedule,” says
Ross Volk.
Mauritian resorts smarten up for MICE
MAURITIUS remains a top
choice for South African
incentives groups and
offshore meetings. This year,
enhancements at some of the
popular resorts will make the
island all the more attractive.
“Our newly refurbished Lux*
Grand Gaube, located just 10
minutes from Grand Baie, is
going to be an excellent choice
for incentive groups looking for
something new on Mauritius,”
says Tamarin Transell. This
resort has six restaurants and
four bars, as well as a helipad
to accommodate VIP arrivals.
Due to the expansive size of
the property, team-building
options are extensive and
incorporate quirky concepts
that keep guests smiling.
The resort group also has
its own private island, Ile des
Deux Cocos, which can be
privatised for conference and
incentive or leisure groups of
60 guests and more.
Beachcomber’s recently
renovated Canonnier
Beachcomber Golf Resort &
Spa in the north of the island
reopened late last year to
“wonderful reviews,” says
Enid Maullin. The four-star
hotel is popular with smaller
groups and one of the new
perks of staying there is
complimentary entry for golf at
the new Mont Choisy Le Golf
nearby.
World Leisure Holidays
reports that the Sun properties
it markets in Mauritius
have now introduced resortspecific
events. La Pirogue,
for example, has opened
a recording studio staffed
with professional musicians,
offering a great team-building
activity to record ‘team songs’.
Recommendations to mitigate risk
TRAVEL risk and security
are the focus of Shirene
Brennan, manager:
International Travel
Security for the First Rand
Group. Shirene was named
last year’s Travel Buyer
of the Year for her work
in the FNB Procurement
and Travel Security
departments.
She suggests the
following considerations
on the group and
incentive travel organiser’s
checklist:
An electronic or even
manual form for each
traveller, detailing each
traveller’s next of kin,
medical conditions
(such as diabetes
or allergies) and
medication currently in
use. This information,
vital in an emergency,
should be stored in a
folder on a tablet or
laptop where it can be
accessed quickly and
easily.
Tour leaders and
travellers, wherever
possible, should be
in possession of
electronic data, be it
on a local SIM card or
via mobile roaming, so
that they are able to
contact the necessary
assistance providers in
times of need.
Tour leaders should be
familiar with procedures
to follow in the event
of an emergency,
such as locating the
nearest hospital,
contacting police, and
informing the South
African embassy. They
should be equipped
with contact details,
including company
escalation contacts.
If a corporate client
has the technology to
track its travellers and
monitor their travel,
such as International
SOS, then the bookings
should be queued
off to the system,
then tracked by the
company’s security
teams.
“If the trip is to a
destination that is
deemed medium to
high risk, or where
medical facilities and
security infrastructure
are poor, we send a
paramedic or doctor
on the trip, especially
where the number
of travellers exceeds
100 people,” says
Shirene. “A traveller
could have a stomach
bug or a minor fall,
but we would not want
our employees to be
treated in a mediocre
or dirty facility as this
would cause other
risks and issues.”
Preparation and pretrip
knowledge are key
to a successful travel
risk mitigation plan.
A compulsory pre-trip
briefing session on the
destination dos and
don’ts, the medical
and security risks and
general travel etiquette
(such as avoiding
standing out as a
tourist) are other tools
Shirene recommends
for groups. These
have proved to be very
helpful to travellers and
tour leaders alike.
Do you know?
Lux* Resorts will open a new hotel in the Maldives this year –
Lux* North Malé Atoll. It promises to be a haven for exclusive and
upmarket MICE clientele looking for a resort that ticks all the boxes
with regard to service, dining and location. Lux* Bodrum Turkey and
Lux* Tea Horse Road China also offer a unique MICE experience.
What's 'hot' for 2018?
SRI Lanka and Eastern
Europe are incentive travel
destinations that should
prove ‘hot’ this year,
according to Gill Dewar, md
of GCD Consulting, which
represents a global network
of DMCs.
“I believe Sri Lanka is
getting a fair amount of
attention, as it is a fairly
unknown destination to most
South Africans but offers
great value for money, is
easy to get to and offers
something slightly different,”
she expands.
“Eastern Europe is also
getting a large amount
of exposure with lots of
interest in Poland, Slovenia,
Romania, Hungary and
the Baltic States. I will be
taking a group of buyers to
the Baltics in May and I’m
sure the exposure will be
worthwhile,” comments Gill.
She says countries where
South Africans don’t require
visas, such as Russia and
Thailand, will continue to
have a competitive edge
in attracting MICE groups.
Moreover, the new Alitalia
flight to Rome will give better
access to the Mediterranean
region.
Politics plays a huge role,
says Gill and, although she
would continue to encourage
travel to Turkey and Egypt,
these countries will have to
fight hard for the business.
“Perhaps people will start
to move away from big cities
and will concentrate more on
less touristy places due to
safety concerns,” she points
out.
“Of course, the exchange
rate has an effect but South
Africans are resilient and
keep travelling regardless.
Our DMCs are all very happy
to work with the SA market
and come up with creative
ways of providing more costeffective
alternatives.”
More money spent on
activities and experiences
rather than very fancy hotels
is perhaps the way to go,
says Gill, and activities for
inclusion in incentive travel
this year should include
different forms of transport.
She highlights the example
of Cambodia where ox carts,
trains, boats, water taxis,
tuk-tuks and cyclos can all
be thrown into one visit,
keeping coach travel down to
a minimum. Such local forms
of travel are generally easier
on the pocket too.
With Indian Ocean islands
being evergreen MICE
favourites in the South
African market, there is much
anticipation surrounding the
Maldives, following news of
an impending direct flight
from Johannesburg to Malé.
“We are expecting that this
will become a very desirable
destination, as travel
times will be considerably
reduced,” says WLH’s
Ramesh Jeenarain.
Did you know ?
The recently opened Zeitz Museum for Contemporary Art Africa (MOCAA) in Cape Town offers the most
remarkable event space in Cape Town at present, says Corne Koch, head of the Cape Town and Western
Cape Convention Bureau. “The opening of this attraction is very important for the MICE sector at large,”
he says. The Atrium, at the heart of the museum, connects two separate buildings, formerly the elevator
and the grain silos. Cathedral-like, it rises 33m, carved out of the original silo bins. A second venue
on the sixth floor is a multi-functional event space that looks out on to the museum’s rooftop sculpture
garden. It can accommodate up to 200 guests with a 270-degree view of Cape Town.
Cape’s water shortage could impact MICE
AS CAPE Town hurtles
towards Day Zero in the
current drought, there is
concern about the impact on
conferencing and events.
According to Jacques
Fouche, Southern African
Association for the
Conference Industry (Saaci)
Western Cape branch
chairman, turning delegates
away due to a lack of water
is simply not an option. “Our
communication at present is
of extreme importance. We
need to manage this situation
very well, making sure our
delegates are well informed
and are not being caught
off guard by some of the
steps being taken to reduce
water usage.”
Rudi van der Vyver, ceo of
Saaci, points out that turning
delegates away would leave
the city with a difficult task
in rebuilding Cape Town as
a brand at a later stage.
“Throughout this water crisis,
the goal has to be retaining
not only Cape Town’s, but
South Africa’s position as
a conferencing and event
destination.”
Hotels have taken steps
such as the removal of bath
plugs and table linen, which
requires washing. Bed linen
and towels are washed only
on request.
“In our conference centre we
provide bottled water instead
of jugs of tap water,” says
Teena Douglas, sales and
marketing manager at
Lagoon Beach Hotel.
“We have also installed a
system that captures the
moisture from the air through
condensation, which then
goes through a filtration
system and is used as
drinking water in the hotel.
Conferencing in the Caribbean
THE newly unveiled MSC
Seaside, which will cruise
the eastern and western
Caribbean, has a tailored
groups offering where one
passenger in every group of
24 travels free (excluding
mandatory charges), to a
maximum of 10 passengers
per group. The group rate
also includes the use
of meeting facilities and
audio visual equipment for
presentations as well as
assistance from the on-board
technician. Refreshments
and WiFi come at an
additional charge, although
pre-paid packages for WiFi
can be added to the group
rate. Groups are always
seated together in the
complimentary restaurants
but speciality restaurants
can also be booked, subject
to availability, at an extra
charge. Group rates are not
always guaranteed, but MSC
will endeavour to find special
rates for groups.
