Be enthusiastic!
Flight Centre, Rosebank Mall
There was no shortage of agents
available to help when I walked into
the branch but only one engaged
with me. We chatted for several
minutes before she introduced
herself. Because of technical
problems, it took her longer than
expected to search the online system
once I had given my request. The
agent was friendly, well presented
and helpful and followed up with
email specials as well as a phone
call the next day. Even so, there was
a general lack of atmosphere in the
branch, and my experience left me
feeling uninspired.
Harvey World Travel,
Thrupps Illovo Centre
I was greeted by empty stares
when I walked into the store.
In the hope of finding someone
to assist me, I walked over to
an agent who remained seated,
without introducing herself or
even offering me a seat after I
had approached her. She asked
how she could help me, and I
answered by telling her that my
boyfriend and I were looking
to escape to the Indian Ocean
islands. She went to fetch a
brochure from another agent’s
desk, which she handed to me
with the comment that it had
“just come in”. I thanked her and
asked her for a business card.
She responded by saying that I
could email or call her if I wanted
any quotes. I felt that she was
not at all interested in me or my
request. The brochure contained
information about one hotel in
Mauritius, which did match my
requirements.
Flight Centre, Greenstone Mall
As I walked into the Greenstone
branch, I was warmly welcomed by a
sea of smiles. Travel agent Brendon
Takalo welcomed me, introduced
himself and made me feel instantly
at ease. He displayed a vast
knowledge about the area, and was
as excited as I was about travelling
to the Indian Ocean islands. His
colleagues became involved in our
conversation, and told me about
their own experiences visiting the
islands. While we were waiting for
specials to load from the internal
system, Brendon engaged with
me, joking and and asking me
personal questions. I felt as if we
were old friends who were catching
up after years of not seeing each
other. The branch had a distinctly
family feel, and I left feeling
enthused and excited. Not more
than half an hour after I had left
the store, I received an email
recapping everything Brendon and
I had discussed.
Tips for selling Indian Ocean islands
1. Make your client feel as if you
have experienced the island. Talk
to them with enthusiasm and get
them excited.
2.Don’t assume that your client
knows the details of particular
islands. Some islands experience
better weather on one side than on
another, for example. You should
explain this beforehand and paint
a clear picture of what a customer
can expect.
3. There are several other Indian
Ocean islands besides Mauritius
and the Seychelles. Remind clients
of this fact, especially if they’re
looking for a romantic getaway and
are seeking outdoor beauty and
adventure without too many other
tourists around.
Take note!
The purpose of the Naked Agent in this series is to access the experience from only a sales
skills perspective and not the effectiveness of the travel agency. TNW believes that sales skills
are increasingly important to travel agents and, in many cases, improvement in selling skills is
the easiest way to increase the prosperity of the agency and its consultants. The Naked Agent
is designed to raise awareness of the opportunity and build awareness of the need.
Selling business travel: location is key
USUALLY thought of as
a leisure destination,
Mauritius is drawing a
growing number of business
travellers. While the capital,
Port Louis, has been the
traditional business centre,
Cyber City, just 10 minutes
away and easily accessible
by highway, is now home to a
number of large corporations
and head offices.
Among Port Louis’ hotel
offerings are Indigo Hotels’
Le Suffren Hotel & Marina,
and Labourdonnais Waterfront
Hotel. In Cyber City, the
same group operates
Hennessy Park Hotel, and
among the options is a Four
Points by Sheraton.
Another option is for clients
to stay at a resort, where they
can enjoy the facilities and
beach after meetings have
taken place, says Celeste
Muir, Thompsons Holidays’
product and contract
executive for Mauritius and
Zanzibar. Gail Gilbert, sales
and marketing manager at
Africa Stay, says a recently
built highway makes it
possible for business
travellers to stay on the coast
and commute to meetings.
For the travellers
who choose resort
accommodation, Stephanie
Barry, sales and marketing
manager of the Angsana
Balaclava, says the ideal
location is the northwest
part of the island. The
property she represents is
situated there, in Turtle Bay.
Beachcomber’s Le Victoria,
located midway between
Grand Bay and Port Louis,
would also be suitable,
according to Joanne Visagie,
sales and marketing manager
for Beachcomber.
“A good strong WiFi
connection is important for
business travellers,” suggests
Alexis Bekker, head of sales
and marketing for LUX*
Resorts & Hotels, which has
five Mauritian properties, all
featuring free WiFi throughout.
Business travellers should
be reminded that they are
allowed a last-minute upgrade
to business class at the
airport, starting from
R1 600, on Air Mauritius
(which serves three South
African cities). Wouter Nel,
sales and marketing manager
for the airline, says the airline
offers lie-flat business-class
seats on its A340s, which
fly out of Johannesburg on
Tuesdays, Thursdays and
Saturdays.
In the Seychelles, Mahé is
the main business hub and
gateway for international
flights. Located nearby, and
making for a convenient
base, is Eden Island which,
according to Giles Clinton,
director of Checkout Tours,
is constantly evolving and
expanding. “The facilities and
new hotel, Eden Bleu, are of a
brilliant standard.”
At this island-hopping
destination, Lynette Smith,
product and contracting
executive at Thompsons
Holidays for Seychelles and
Réunion, advises that it is
beneficial to know where
clients are conducting
business, as well as what
meal basis they require.
The same is true of
Réunion, Lynette says.
“As an integral part of
France, Réunion has good
infrastructure,” says Gail.
She also points out that
South Africans do not need
visas for Réunion but says
business travellers fare better
if they have knowledge of
French.
Réunion’s business centre
is the capital, St Denis,
says Hélène Bezuidenhoudt,
manager of French tourist
office, Atout France. It’s close
to the airport and offers a
selection of business hotels.
“Don’t be misled by the size
of the island, as travelling
times are often lengthy,”
warns Alexis. Consultants
must fully understand their
clients’ reasons for travel
to be able to suggest
appropriate locations. LUX*
St Gilles, she says, is well
located for good dining and
entertainment, and offers
business travellers the
chance to dip their feet in
the sea at the end of the
business day.
It’s positioned on the west
coast on Réunion’s largest
beach, L’Hermitage, 59km
from the international airport.
In Zanzibar, most business
travellers opt for Stone Town,
where a variety of hotels
cater for different budgets,
says Celeste. But Giles
believes that with many
facilities best described as
‘basic’, it may be better to
stay at an island resort and
make use of a driver to reach
the business district.
“One would need to stay
at the more upmarket hotels
where the technology is
more up to date,” he says.
Those following this approach
should be warned that
single-lane roads contribute
to significant travel times
to Stone Town, says Mango
spokesperson, Hein Kaiser.
Cathie Bester, national
sales manager for World
Leisure Holidays, says the
tour operator has noticed
requests for shorter Zanzibar
stays, which are interpreted
as business travel.
In such instances, hotels
selected would need to
offer flexibility in terms of
cancellation policies and
penalties, and minimum-stay
requirements.
Hyatt expands into Zanzibar
THE first Hyatt hotel
in Zanzibar, Park Hyatt
Zanzibar, opened its
doors in March this
year. Located on the
Stone Town beachfront,
the hotel is located in
two buildings: Mambo
Msiige and the Zamani
Residence. Mambo
Msiige is a Unesco
heritage site dating back
to the 17th century, and
features typical Zanzibari
architecture. This oldworld
elegance blends
with the modernity of
the newly built wing, the
Zamani Residence. The
hotel offers 67 guest
rooms, including 11
suites, with a number of
dining options serving
both western and
seafood specialties. It
accommodates meetings
with 160 sqm of purposebuilt
facilities.
Book it!
Beachcomber is offering free accommodation for two children
under 18 years for families booking a family duplex at the fourstar
Le Cannonier. Seven nights is priced from R19 630 per adult
including return Air Mauritius flights from JNB, taxes, breakfast
and dinner, return transfers, free land and motorised water sports
and mini club daily for children aged 3-12. Clients can upgrade to
all-inclusive for R375 per adult per night. Valid until July 31.
The five-star Shandrani Resort & Spa is also offering free stays for
up to two children under 18 when their parents book seven nights
at R21 670pps in a Deluxe double room. The offer includes return
Air Mauritius flights from Johannesburg, taxes, breakfast and
dinner, return transfers, free land and motorised water sports and
mini club daily for children aged 3-12. Children are also free on
premium all-inclusive when their parents select this package, from
R565 per adult, per night. The offer is valid until end July.
Thompsons Zanzibar offers seven nights at the three-star Ngawala
Beach Village from R10 542pps (ex JNB). The package includes
return flights to Zanzibar (including airline levy), all return
transfers, full board with breakfast, lunch and dinner daily with
mineral water. Clients are given a US$200 (R2 523) in-house
voucher and use of complimentary WiFi as a bonus. Valid until
September 30.
Selling MICE:
Ask the right questions
HOSTING a successful
conference or meeting
depends on making sure
delegates’ needs are met
and consultants should
consider several factors before
recommending the Indian
Ocean islands.
Many South Africans
would attest to Mauritius’s
attractiveness as a MICE
destination. Beachcomber’s
Joanne Visagie lists the
numerous advantages: access
is provided via daily four-hour
flights from OR Tambo and
direct air services from other
centres; there are no visa
requirements for SA passport
holders, weather is favourable
year round, and the island
offers value for money.
Celeste Muir of Thompsons
Holidays adds: “The quality
and variety of accommodation,
the attention to detail in
service delivery, state-of-theart
conferencing venues, and
the vast number of additional
activities all guarantee value
for money.” Conferencing
venues cater for up to 5 000
delegates, adds Stephanie
Barry of the Angsana
Balaclava, and the selection of
activities is wide.
Sue Howell, South African
representative for Constance
Hotels & Resorts, says
consultants should ascertain
clients’ budget, expectations,
private function space
requirements and teambuilding
activities to be able to qualify
property choice.
Dining options are important,
says Lux* Hotels and Resorts’
Alexis Bekker. Suggest hotels
that offer a wide variety to
accommodate all tastes.
Seychelles is also a yearround
destination, with
accommodation options to
suit all budget groups, says
Lynette Smith of Thompsons
Holidays. She says consultants
must ascertain budget and
the activities that spark the
group’s interest.
Tour operators and hotel
chains are quick to point
out Réunion’s wide variety of
adventure pursuits, suitable
for team building and incentive
groups. Lynette names
paragliding, helicopter flips,
mountain biking and volcano
walks as some of the more
unusual activities available.
If extreme activities are not
to the clients’ liking, they may
investigate gentler options,
says Hélène Bezuidenhout of
Atout France, such as visiting
a market.
Gail Gilbert of AfricaStay,
says resorts on the
Mozambican islands are
smaller than at other
destinations and best suited
to small- and medium-sized
groups who can potentially
have exclusivity of the resort.
She says consultants need to
remember that light aircraft
and helicopter transfers are
required to get to the islands,
which can be logistically
challenging.
Zanzibar owes its growing
popularity as a MICE
destination to direct Mango
flights twice weekly from
Johannesburg. “Zanzibar not
only offers MICE groups costeffective
packages but also a
range of cultural experiences
and a high standard of
conference facilities at
selected hotels,” says Celeste.
One of the most important
considerations for a consultant
planning a MICE trip is group
size, says Porsche Dumagude,
sales and marketing
manager – SA for the Emerald
Collection hotels in Zanzibar.
“It’s important to remember
that Zanzibar does not really
accommodate requests for
twin-room requests.”
However, according to Gail,
the resorts can accommodate
large groups and most offer
all-inclusive meal plans. There
are wonderful sightseeing
excursions in Zanzibar, she
adds, such as Stone Town,
Prison Island, a spice tour and
the Safari Blue sea adventure.
Combining business with pleasure
TRAVEL consultants
aiming to upsell a leisure
component as part of a
business trip to the Indian
Ocean islands have an
advantage: the biggest cost
element, the airfare, has
already been taken care of.
“Most of the time,
delegates on a business
trip spend their time in
restaurants and meeting
rooms without exploring the
destination. Consultants
should point out that, while
a client is already based at
a destination, it’s a great
opportunity to include a few
extra nights so that they
can truly experience it,”
says Checkout Travel’s Giles
Clinton.
Many Indian Ocean island
resorts offer longer-stay
specials where the client
may, for example, pay for five
nights and stay for seven.
This makes a leisure addon
easy to sell, say Lynette
Smith and Celeste Muir of
Thompsons Holidays.
An island business trip
is also an opportunity for
a family holiday, especially
as most island resorts
are specifically geared to
families. Mauritius’s highway
infrastructure makes it
possible for business
travellers to stay on the
coast with their families and
commute to meetings, says
AfricaStay’s Gail Gilbert. The
short, regular flights from
South Africa enable business
travellers to fly families in
for an extended stay, adds
Alexis Bekker of Lux*
Hotels & Resorts.
“Business travellers often
have a slightly bigger budget
in terms of accommodation,
which creates the
opportunity to upsell the
room type,” says Cathie
Bester of World Leisure
Holidays.
Mauritius is top with agents
A SNAP survey on the Indian
Ocean islands revealed that
consultants felt most confident
selling holidays in Mauritius.
However, they acknowledge
that other destinations have
just as much to offer.
The aim of the survey, which
was published on eTNW
and ran for a day, was to
elicit information regarding
consultants’ outlook on selling
the Indian Ocean islands;
which destinations were best
suited for clients seeking a
specific activity, and which
were the most popular among
South African travellers. Some
114 respondents participated,
revealing some interesting
insights.
Each island offers a different experience
Consultants were asked which
of the destinations were best
for the following experiences:
adventure, romance, family
vacations and MICE.
When it came to adventure,
responses were evenly split
between all destinations;
however, Réunion received
many favourable comments,
with agents describing it as
perfect for clients who love
the outdoors and adventure.
One of the most noteworthy
features of the island,
according to respondents,
is the volcano; but the fact
that it remains a relatively
unknown destination with
stunning scenery and a wide
range of outdoor activities
was also commented on.
Generally, it was felt that the
island could offer something
for everyone, regardless of
their fitness level.
The votes for the most
romantic destination were
split between the Seychelles
and Mauritius. Seychelles
impressed respondents
because of the beautiful
beaches as well as the
exclusive nature of the hotels.
However, Zanzibar also
received several mentions
from respondents who felt
that the destination’s rustic
ambience was a major draw
card.
Mauritius was generally
considered the best choice for
family travel; not only because
of the short travel times from
South Africa but also because
the all-inclusive packages
on offer were great value for
money. Respondents also
commented on the fact that
many hotels were specially
geared for younger travellers,
offering a range of kids’
activities and clubs as well as
child minders.
Mauritius again received the
thumbs-up as the ultimate
MICE destination. Again,
accessibility from SA was
mentioned as an asset as
well as sound infrastructure
and a wide range of hotels,
most of which are equipped
for conference delegates.
Book it!
Thompsons Holidays offers seven nights at the four-star Avani Seychelles Barbarons Resort & Spa for
R19 022pps. The package includes return flights ex-JNB to Mahé on Air Seychelles, return hotel transfers, daily
breakfast, and bonus free WiFi, a weekly yoga lesson and snorkelling. Valid from September 1-30.
Mauritius – much more than just beaches.
MAURITIUS’S beaches are its
primary attraction but there
are many other must-sees that
visitors should explore.
Most of the attractions have
been packaged as tours that
can be booked from the hotel.
In many cases, tour operators
station representatives at
hotels to offer advice and
guide travellers through the
booking process. This is
the approach followed by
Beachcomber, says product
manager Kathy Corser. The
company also offers discounts
on tours at certain times of
the year, creating an incentive
for visitors to explore another
side of the island and making
it easy for agents to upsell.
Although Mauritius is not
well known as a wildlife
destination, Kathy suggests
a visit to Casela Nature Park,
where visitors can interact with
lions. Travellers should also
be informed of the Under Sea
Walk in the island’s northern
region, and may be enticed to
try adventure activities such
as zip-lining, abseiling or a
catamaran cruise.
With its many different
cultural influences Mauritius
offers diverse cuisine. One of
the best ways to experience
this, says Cullinan Outbound
Tourism marketing manager,
Angela Wood, is by attending
a culinary tasting workshop
with a local family. Other
excursions include a tour of
the Rhumerie de Chamarel,
where the island’s famous rum
is distilled, as well as tours of
the Bois Cherie tea factory and
museum. Nature enthusiasts
should be encouraged to visit
the Pamplemousse Gardens,
Angela adds, which are
renowned for their many
exotic plant species.
Also on Thompsons Holidays’
itinerary is a city tour of
Port Louis, with shopping
opportunities at Caudan and
Port Louis Waterfront and the
Port Louis Central Market.
Quatre Bornes Flea Market
is well known for linen and
clothing at excellent prices.
Aside from these excursions,
there are many landmarks
worth visiting, says Cathie
Bester of World Leisure
Holidays. Her top picks
range from the 19th century
architecture of Port Louis to
La Citadelle – also known as
Fort Adelaide – which was built
to protect the harbour from
sea-borne attacks. The sevencoloured
earths at Chamarel
are a fascinating natural
phenomenon creating an
eye-catching landscape. Birdwatching
enthusiasts should
visit the former hunting estate
transformed into a magnificent
park at Domaine du Chasseur,
now home to species such as
the Mauritian kestrel. There
is more bird watching to be
enjoyed at the Black River
Gorges National Park. Cathie
adds that Grand Bassin – a
sacred lake in the crater of an
extinct volcano – stands out
as a place of pilgrimage for
the island’s Hindu population,
while historic landmarks are
to be found at Mahébourg (the
former Mauritian capital and
home to the Naval Museum)
and Eureka House, a Creolestyle
house where visitors can
enjoy a lazy tea.
Consultants should also
remind visitors that Mauritius
has a number of golf courses:
Le Touessrok Golf Course,
Gary Player Golf Course and
Tamarina Golf Course.
Book it!
World Leisure Holidays is
offering seven nights at the
Ambre Hotel from R17 385
(ex-JNB). Accommodation
is in a standard gardenview
room and the package
includes return direct flights
on Air Mauritius, return coach
transfers, breakfast, lunch,
dinner and selected drinks.
Valid from August 8-31, and
from September 24-October
12. From December 9-21,
prices increase to
R20 070 (ex-JNB). WLH is
also offering an exclusive
half-price opening special for
Shangri-La Le Touessrok. It is
priced at R23 370 for seven
nights in a deluxe ocean-view
room and includes return
flights on Air Mauritius,
return coach transfers,
breakfast and dinner daily,
all land and non-motorised
sports, unlimited water skiing
and daily entertainment. It
excludes approximate taxes,
passport and visa costs (if
applicable), travel insurance
and items of a personal
nature. Valid from November
1-December 8.
Different destinations for different pastimes
EACH of the Indian Ocean
islands has its own attractions,
creating appeal for different
markets.
The Seychelles’ pristine
beaches are often said to
be among the most beautiful
in the world. Key attractions
include dive sites and the
tropical vegetation and bird
life. Since the Seychelles
comprises many different
islands, sea excursions and
island-hopping are part of
any trip. The islands are best
suited to honeymooners, bird
watchers, nature lovers and
families with older children.
They cater predominantly for
the three- to five-star market.
Réunion is best known for
its vast array of adventure
activities and unique ecosystems
(42% of the island
is a natural World Heritage
Site). Its active volcano is
considered a major attraction.
This makes it popular with
outdoor and adventure
enthusiasts of all ages and
fitness levels, as well as
clients who seek an island
destination offering more than
a beach holiday. As a French
colony, the destination offers
a taste of France on South
Africa’s doorstep, and boasts
a rich cultural diversity that
has given rise to a complex
cuisine. Safe, and with good
infrastructure, Réunion is
considered a good option
for self-drive holidays. The
Mozambican islands can be
described as a mini Maldives:
tranquil and picturesque, says
Zahedah Bhorat, product
manager Mozambique, Holiday
Tours. Mozambique truly
is a destination with a bit
of something for everyone,
from family holidays to
indulgences for the privileged
few, comments Michele
Abraham, marketing and
communications manager
at the Minor Hotel Group.
Mozambique offers exceptional
angling and diving, bird
watching, whale and dolphin
watching, kayaking and
cruising. Its long beaches
are renowned, as is its
seafood-based cuisine. It’s
most popular among the
high-end market, especially
honeymooners and couples, or
families and friends travelling
in groups.
“Zanzibar is ideal for
people fascinated by different
cultures, as the hospitality
of the local Swahili people is
truly unique,” says Chantelle
Browne, product manager,
Mauritius and Zanzibar, Holiday
Tours. The destination’s
architecture and cuisine recall
its heritage, with traders from
the Middle East drawn to the
spice islands. Stone Town,
a World Heritage Site, is
particularly noteworthy in this
regard. Couples and families
alike are drawn to Zanzibar’s
reef-protected beaches,
which offer great diving and
snorkelling. With their allinclusive
meal plans, resorts
are recognised as being value
for money. Boasting year-round
tropical weather, Zanzibar is a
three-and-a-half-hour flight from
Johannesburg.
Photocap: Exclusive Serenity adds
Zanzibar property
Exclusive Serenity welcomed Zanzibar White Sand
Villas & Spa to its fold on June 1. The resort caters
for the high-end market, with 11 villas (each with
private pool), a fine-dining restaurant, rooftop lounge
and bar. A resort pool and children’s pool, spa and
watersports centre complete the facilities at the fivestar
establishment.
Book it!
AfricaStay is offering the following Mozambique specials:
Diamonds Mequfi Beach: four nights all-inclusive from R19 260pps
(fly-in package) including flights and taxes. Valid July 1-31.
Dugong Beach Lodge: five nights all-inclusive from R16 990pps (fly-in
package for SA residents) including flights, taxes and transfers. Valid until
June 30. Rates include 10% commission on accommodation.
