The South African Tourism Planning Toolkit - Department of Tourism

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People do not want to visit unattractive places. Therefore there is considerable pressure onmunicipalities to ensure that the first impressions visitors have of places are positive and this iscarried through as visitors utilize the services available to them. This is very much theresponsibility of the public sector, in particular local municipalities.4.5.2 Benefits of Using This ToolboxIt is important to conduct visitor satisfaction surveys because destination benchmarkingprovides a customer focused and competitor-related basis on which to set priorities for action toimprove the destination product.Visitor satisfaction can be used for: Identifying strengths and weaknesses, under-performance against competingdestinations can be a powerful influence on decision makers; Securing additional resources for visitor management projects; Raising the profile of the visitor management function and helping to secure politicalsupport for tourism; Influencing product suppliers to improve; it can be a driver for initiatives aimed atimproving the standards of external suppliers; Generating positive public relations from benchmarking findings, playing a key role inbuilding civic pride; Helping to identify best practice amongst a range of destinations which can be shared;and Demonstrating achievement through year on year improvement against benchmarksand helping to measure the impact of capital expenditure on projects, such asenvironmental improvements.4.5.3 ResourcesDespite the importance of visitor satisfaction to the tourism industry and to the success ofdestinations, very little research has been completed on how particular destinations in SouthAfrica meet visitor expectations.Use the checklist below to find out how satisfied visitors are with the services available in yourtown.Key Criteria Yes No1. Quality, range, value for money of accommodation2. Ease and cost of parking in the area3. Range/choice, quality of visitor attractions and activities todo4. Range/choice, quality of service, value for money of placesto eat and drink5. Range/choice, quality of the shopping environment, valuefor money of shops6. Ease of finding way around – road signs, pedestrian signs,display maps and information boards7. Availability and cleanliness of public toilets8. Cleanliness of the streetsUnsure/Partially38
9. Upkeep of parks and open spaces10. Range and quality of evening entertainment11. Overall impression of city/town12. Popularity of attractions13. Feeling of safety in terms of crime and traffic14. Ease of finding information , quality of service, usefulnessof information received from the I Site/information centre15. Things liked most about the city/town16. Things that spoilt the visit17. Likelihood of recommending city/town to others18. Improvements like to seeIf you have answered ‘No’ or ‘Unsure/Partially’ to any of the above you will need to accessavailable resources and potentially undertake surveys identified in this section of the Toolbox toobtain the base information required to prepare a strategic plan or address specific issues.4.5.4 Safety and Security Self Audit for Local Destination OfficialsUse the checklist below to find out how safe and secure a destination in your area is for thevisitor.Key Criteria Yes No1. Do you have a Safety and Security Policy which clearly sets out yourgoals and objectives?2. Do you have a Safety and Security Plan based on an analysis of therisks to tourists at your destination?3. Do you have good coordination to carry out your tourism safety andsecurity policy and plan with:SA Police Services....................................................................................Home Affairs: Immigration Dept................................................................SARS: Customs........................................................................................Health Institutions......................................................................................Fire department........................................................................................Emergency Services.................................................................................Other Officials............................................................................................4. Do you include local businessmen in discussions of your safety andsecurity policy and plan?...........................................................................Are meetings open to interested citizens’ groups?....................................5. Do you provide safety and security information to the principle touroperators of/for your destination?6. Do you have a multilingual brochure for visitors with the most pertinentsafety and security tips?7. Do you have clear signage, good lighting and emergency telephones fortourists?8. Is there a licensing system for:taxis?.........................................................................................................accommodation? ......................................................................................tour guides? .............................................................................................restaurants? .............................................................................................Are measures taken to prevent unlicensed operators?.............................9. To what extent is your destination universally accessible?0% to 40%.................................................................................................40% to 60%...............................................................................................39
Page 1 and 2: The South AfricanTourism PlanningTo
Page 4 and 5: 6. CAPACITY BUILDING TOOLKIT ......
Page 8 and 9: The tourism toolkit for local gover
Page 10 and 11: A New Way of Planning for TourismIn
Page 12 and 13: Social/Cultural EnvironmentProtects
Page 14 and 15: 1.6 Purpose of the Tourism Planning
Page 16 and 17: development plans for water service
Page 18 and 19: Assist in training - in building lo
Page 22 and 23: The model can be used to check the
Page 24 and 25: This toolbox answers the following
Page 26 and 27: Toolbox ResourcesThe table below he
Page 28 and 29: Furthermore, a number of South Afri
Page 30 and 31: Local government also controls the
Page 32 and 33: Two 7-day studies should be done du
Page 34 and 35: 4.4 NATURAL ASSETS MANAGEMENT TOOLB
Page 36 and 37: A. Portfolio ModelWork from ground
Page 40 and 41: 60% to 80%.........................
Page 42 and 43: oversupply in the product range and
Page 44 and 45: For further information you can ref
Page 46 and 47: 4.8.2 Benefits of This ToolboxCommu
Page 48 and 49: Individuals - people interested in
Page 50 and 51: There should be an establishment of
Page 54 and 55: 5.4.1 Delivery orientationA major c
Page 56 and 57: 5.5 Toolbox 3: Why Is There A Need
Page 58 and 59: involved in the planning process. Y
Page 60 and 61: environment, communities, etc) in t
Page 62 and 63: Questions you may ask when furnishi
Page 64 and 65: 5.8 Toolbox 6: What model should be
Page 66 and 67: This is just an example. You should
Page 68 and 69: Visitors: At least 80% of all visit
Page 70 and 71: 5.10 Toolbox 8: Communication and c
Page 72 and 73: Visitor purpose (reason for travel)
Page 74 and 75: As a final note for product develop
Page 76 and 77: iii) Public RelationsPublic relatio
Page 78 and 79: Investment must be prioritised for
Page 80 and 81: f) Prioritisation of Infrastructure
Page 82 and 83: opportunities for business tourism.
Page 84 and 85: 2. Fragmentation and incoherence in
Page 86 and 87: support of this overall vision. The
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the sector as a whole if they are n
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Figure 12: Recommended Project Impl
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work in collaboration with both the
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Figure 14: Power/Interest Grid for
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Time BoundAligned3: Set Goals in Wr
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Is Mentoring Right for You? Even if
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The benefits of effective conflict
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Conflict in the workplace can be in
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Beckley, T.M., P.C. Boxall, L.K. Ju
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5. Technology: Advancements in tech
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An EIA report for a tourism project
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http://www.researchandmarkets.com/r
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It helps to build commitment and su
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9. Should priorities be changed to
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Things that spoilt the visitRange a
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EnvironmentImpact of events on the
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A Note About CelebrationBe sure to
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Project Analysis TemplateT.001Purpo
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Market Analysis TemplateT.002Purpos
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Project RisksNo Tasks CompletionDat
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2. Required DocumentationAll applic
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completed and accepted by the local
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6) MeetingsThe Partnership will mee
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3) In which suburb or area do you l
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Con3Con4b) Have you ever been conce
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. Have you ever changed your local
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Municipal Integrated Development Pl
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YesNo9. If so, in your opinion what
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FUTURE CONSULTATIONThe Council is i
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For the following table we want to
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If No what is the reason for your v
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Newspaper advertising -5Newspaper/m
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-1 -2 -3 -4 -5Availability of Uniqu
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13. Did you pre purchase your …
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4. Where are you staying ………
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If YES: How many others is the expe
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-1 -2 -3 -4 -5 -6Comment………
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Crime Prevention Dept. Internationa
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12. Is the water supply adequate an
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The South African Tourism Planning Toolkit - Department of Tourism

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