Travelling Mystery Guest - Tshwane Tourism Association

Owner: Renate de Villiers
Contact Details: 082 336 1562 /
[email protected]
Twitter: @TravellingMG / @RenateTravel
www.travellingmystery.co.za
A former B-Consumer
Science: Hospitality
Management student
at the University of
Pretoria
Passionate about the
hospitality and tourism
industry of South
Africa
Like to educate.
@TravellingMG
TravellingMystery
Advantage Assistor,
Travel Addict &
Romantic Wanderer,
Writer, Wine Lover
LOVE social media
Customer Service
Novice Photographer
Blogger
(travellingmysteryguest.wordpress.com)
TravellingMysteryGuest
travellingmg
A waiter has spilled your coffee onto the
saucer?
You arrive at an establishment and your
room is not ready?
You need to wait 45 minutes to be served at
a highly rated restaurant?
You cannot have a conversation with your
friends at a restaurant, because the music is
too loud.
I had a dream
◦ Manage Guesthouse
◦ Teach
◦ Own company
Fell in love with
◦
◦
◦
◦
◦
Consumer side of the industry
Working with people
Offering hospitality
Helping people
Educating people
The PRETTINESS,
PRETTINESS
and the SILLINESS
of tourism and
hospitality…
@TravellingMG
#PrettySilly
started taking photos of things in the
industry that told stories:
Customer Journey Evaluations
All about the customer’s journey.
“Mystery guest” visits destination
(Mystery guest positions available on
commission basis)
Full report with customized feedback and
suggestions
Qualitative data - measure customer service
performance over period of time
Reviews
Destination marketing photography
Press releases or snippets
Blog posts
Social media planning and management
Workshops / Freelance Lecturing / One-on
one training
The basics of social media for small
businesses and individuals
Customer Journey Mapping
The basics of hospitality
Behavioral Changes of Consumers
Customer Service and Communication in
the tourism and hospitality industry
Creating a Facebook page / Twitter profile
Focus on Facebook and Twitter
Hootsuite (Scheduling platform)
Types of content
Best times for posting
Hashtags
Encouraging engagement on social media
Additional topics:
◦ LinkedIn
◦ YouTube
◦ Pinterest
◦ Google+
◦ Instagram
Ideal for HOD’s in any business to understand the
journey a customer takes through your company
What is a customer journey map?
How to use a customer journey map
Why is customer journey mapping important?
Types of customers
Touch points and channels within a customer’s
journey
Interactive tools – videos, current examples, etc.
Actual rough mapping of the company’s own
customer journey map
What is hospitality?
Customers’ expectations
Hotel / restaurant wheel
Security
Front Office and Reception
Housekeeping
Customer service (restaurant, bar, etc.)
Touch on communication (telephone, email,
body language, tone of voice, etc.)
Types of customers
Demographics
Millenials
Customers’ expectations over the years
Customers’ current expectations
Current industry trends
Trends that have influenced customer
behaviour
Current customer behaviours
How to handle difficult customers
Definition of Customer Service
Customer expectations
Serving difficult customers
Definition of up-selling
Identifying up-selling opportunities
Up-selling the professional way
Communication with management
Communication with other staff members
Communication with customers
Verbal communication
Digital communication
Body language
Tone of voice
Why is education in the industry important?
Responsibility to keep up with trends and
changes in the industry.
Keep competitive advantage.
Staff often don’t have experience in the
industry – opportunity to grow
Motivation and inspiration
New ideas
Understand the bigger picture (not only
one department)
Attention to detail
QUALITY customer service
Additional quality assessment
A second eye
Helping hand
Training and motivation
New ideas and trends
Additional PR and Marketing
To promote the Hospitality and Tourism
Industry of South Africa to such an extent
that tourists will not let the chance pass
them by to visit central South Africa.
To ensure the best quality customer service
to consumers and tourists in South Africa
To improve the standards of accommodation
and dining facilities in South Africa in terms
of quality customer service
To assist establishments in ‘walking the talk’
Renate de Villiers
http://about.me/RenateTravel
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[email protected]
082 336 1562
www.travellingmystery.co.za
@TravellingMG / @RenateTravel
TravellingMysteryGuest
@TravellingMystery
+TravellingGuest
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Travelling Mystery Guest (Pty) Ltd
http://travellingmysteryguest.wordpress.com/