Responsible Tourism in Cape Town: A HOW-TO GUIDE

Transcription

1 Responsible Tourism in Cape Town: A HOW-TO GUIDE Guidelines for implementing responsible practices in the tourism industry

2 Message from the Executive Mayor of Cape Town, Alderman Patricia De Lille Supported by: Published by: The City of Cape Town Tourism Department. September 2011 (version 1) Cape Town is one of the great destinations of the world. Nearly four million people visit its shores every year. They enjoy the city, the mountain, the sea, and the spirit of the local residents. But there are costs too. For local people and the environment. Several years ago, Cape Town began a journey to become a responsible tourism destination. Responsible tourism is tourism that creates better places for people to live in, and better places to visit, a phrase coined in Cape Town in 2002 and now widely used around the world. Cape Town was honoured as the Best Destination in the 2009 Virgin Holidays Responsible Tourism Awards. However, we still have a lot of work to do before we are truly living by the principles of responsible tourism and helping all visitors enjoy our destination as responsible travellers. Cape Town was honoured as the Best Destination in the 2009 Virgin Holidays Responsible Tourism Awards. In 2009, five organisations drafted a Responsible Tourism Charter that would guide them through the next stage of the journey. These partners represent a broad range of tourism stakeholders: The City of Cape Town Cape Town Tourism Fedhasa Cape Federated Hospitality Association of Southern Africa, Cape Region SATSA Southern Africa Tourism Services Association SAACI Southern African Association for the Conference Industry Now, tourism product owners are encouraged to join the journey. This Responsible Tourism in Cape Town How-To Guide shares information on how the tourism industry can participate in helping to make our City and its tourism facilities, services and products more responsible. It is also important to ensure that our tourism sector keeps pace with international trends towards responsible business practice and gains market advantage in doing so. We encourage tourism operators to use this How-To Guide to make a difference to Cape Town s future.

3 ACKNOWLEDGEMENTS CONTENTS Sheryl Ozinsky Consulting developed this How-To Guide, written by Deidre Luzmore, Sheryl Ozinsky and Kurt Ackermann for the City of Cape Town Tourism Department. The input and support of Nombulelo Mkefa, Theuns Vivian, Pauline Van Der Spuy and Sharon Pheiffer have been invaluable. Comments on the early draft from Heidi Keyser (ED/GE Tourism Solutions) and Helen Turnbull (Serendipity Africa) were greatly appreciated. We would like to thank the many people and organisations that kindly contributed case studies, including: AWOL Tours, Boulders Beach Guest House, Table Mountain Aerial Cableway Company and The Vineyard Hotel and Spa. Reference: Luzmore, D., Ozinsky, S., and Ackermann, K., Responsible Tourism in Cape Town: A How-To Guide, City of Cape Town Tourism Department (Cape Town), Photography: Coco Van Oppens, for City of Cape Town. Thank You! WHO CAN USE THIS GUIDE 02 HOW TO USE THIS GUIDE 04 CONTEXT AND BACKGROUND 06 WHAT IS RESPONSIBLE TOURISM? 09 CAPE TOWN S SEVEN RESPONSIBLE TOURISM PRIORITY AREAS 10 Environmental Principles/Criteria Economic Principles/ Criteria Social Principles/Criteria WHY IS RESPONSIBLE TOURISM IMPORTANT? 14 City of Cape Town Tourism Sector Capetonians Visitors HOW TO IMPLEMENT RESPONSIBLE TOURISM 16 Getting started MANAGEMENT PROCESS 17 Preparation Planning Monitoring and Evaluation RESPONSIBLE TOURISM INTERVENTIONS 20 Universal Interventions 21 For Accommodation Providers 35 For Tour Operators and Transport Providers 37 For Conference Venues 38 For the Events Industry 41 For Food and Beverage Service Providers 42 MARKETING RESPONSIBLE TOURISM 44 How to market and sell responsible tourism Your product, your industry, the destination Source markets, market demographics, target markets Using photos Other suggestions CASE STUDIES 52 Table Mountain Aerial Cableway Company The Vineyard Hotel & Spa AWOL Tours Boulders Beach Lodge Other profiled companies RESOURCES 58 Useful websites Glossary 01

4 WHO CAN USE THIS GUIDE This Responsible Tourism in Cape Town How-To Guide has been published by the City of Cape Town to encourage and motivate tourism businesses in the city to manage their operations and market their establishments more responsibly. It is designed to be a straightforward first guide to implementing responsible tourism, with further helpful information on responsible tourism principles and terms. By using this guide, tourism businesses will learn how to: Save money by reducing operating costs Increase their attractiveness to customers Improve business relationships Monitor, assess and demonstrate progress This Guide differs from others in several important respects: It is focused on local issues and solutions, drawing on case studies of best practice examples in Cape Town and prioritising local resources where possible. It covers both the implementation of responsible tourism management as well as the marketing and sales of responsible tourism products and experiences It includes instructions and recommendations for the implementation of responsible tourism generally as well as in ways customised to the needs of industry segments such as accommodation, tour operators, events, and others. The Guide is designed for use by a range of tourism stakeholders, including but not limited to: Marketing associations Trade associations Professional associations Local and Provincial tourism authorities Accommodation providers: hotels, self catering, B&B s, guest houses Tour operators and transport providers Conference venues and conference organisers The events industry: festivals, exhibitions, events Food and beverage service providers: restaurants Suppliers to the tourism industry: crafters Visitor attractions We encourage tourism associations to distribute the Guide to their members

5 HOW TO USE THIS GUIDE The Guide is divided into four sections with practical tips for implementation: WHAT? Basic information about responsible tourism principles and practices WHY? HOW? RESOURCES Benefits of implementing responsible tourism Practical information on how to get started on your responsible tourism journey and how to market responsible tourism products and experiences Additional information, including case studies, a glossary and useful websites You can read it from start to finish, or jump to the section that pertains to your needs. The tips and interventions in the How section and the lists of Resources will likely serve as reference material you ll turn back to again and again over the months and years. You should also check the How-To section of the Responsible Cape Town website, for updates and further information, including news, events and opportunities. And if you have your own ideas and good practices for implementing responsible tourism, you can share them via the website as well or tweet 04 05

6 CONTEXT AND BACKGROUND Responsible tourism is an approach to the management of tourism aimed at maximising economic, social and environmental benefits and minimising costs to destinations. Simply put, responsible tourism is tourism that creates better places for people to live in, and better places to visit. 06 South Africa was the first nation to include responsible tourism in official policy, back in 1996 in the Tourism White Paper. The City of Cape Town advanced the principles of responsible tourism significantly through the 2002 Cape Town Declaration, recognised globally as the definition for responsible tourism. This defines responsible tourism as tourism which: Minimises negative economic, environmental and social impacts Generates greater economic benefits for local people and enhances the well being of host communities Improves working conditions and access to the industry Involves local people in decisions that affect their lives and life chances Makes positive contributions to the conservation of natural and cultural heritage Provides more enjoyable experiences for tourists through meaningful connections with local people, and a greater understanding of local cultural, social and environmental issues Provides access for physically challenged people Is culturally sensitive, encourages respect between tourists and hosts, and builds local pride and confidence In 2004 the City included responsible tourism as a founding principle of Cape Town s Tourism Development Framework. In 2009 the City adopted its Responsible Tourism Policy and Action Plan. These fit in with other policies and programmes aimed at the development of a sustainable and successful city. These include a biodiversity strategy to conserve the city s unique and endangered natural habitats; an electricity-saving campaign aimed at local residents; green building guidelines; water and waste management bylaws; a Smart Living and Smart Events Handbook; the development of the new public transportation system, and more. Later in September 2009, the City adopted a Responsible Tourism Charter. Signed by government and trade associations, namely the Federated Hospitality Association of South Africa (FEDHASA), the Southern Africa Tourism Services Association (SATSA), the South African Association for the Conference Industry (SAACI) and Cape Town Tourism, the charter commits each signatory to work actively on implementing the seven responsible tourism destination priorities that you will read about in this Guide. 07

7 Cape Town was recognised as the Best Destination in the 2009 Responsible Tourism Awards, announced at World Travel Market. As winners, Cape Town has been recognised internationally by the tourism sector as a destination that is a leader in adopting and practicing responsible tourism. Cape Town also enjoys the linkage of its name with what has become widely accepted as the defining statement of responsible tourism, the Cape Town Declaration. However, these facts do not imply that Cape Town is a truly responsible destination in practice, or that key stakeholders have appropriate levels of awareness and understanding of responsible tourism generally or responsible tourism in Cape Town. Major gaps exist in desired behaviour and knowledge across all stakeholder groups. In addition, information gaps exist for efforts to link inputs and outcomes, as few effective and reliable mechanisms are available for monitoring and evaluating responsible tourism as it pertains to Cape Town. In 2011, a pilot was launched with leading practitioners of responsible tourism in Cape Town coming together to measure and report on their progress against the seven priority areas. The goal is to develop indicators for the industry to measure its collective progress to become truly responsible also marks the first year that responsible tourism will be included in the City of Cape Town s highly regarded State of the Environment Report. WHAT IS RESPONSIBLE TOURISM? Responsible tourism is an approach to the management of tourism, aimed at maximising economic, social and environmental benefits and minimising costs to destinations. The 2002 Cape Town Declaration defines responsible tourism as tourism that creates better places for people to live in and better places for people to visit. This is what we aspire to for tourism in Cape Town. A responsible tourism approach aims to achieve the triple-bottom line outcomes of sustainable development, i.e. economic growth, environmental integrity and social justice. The distinguishing characteristic of the approach is the focus on the responsibility of role-players in the tourism sector, and destinations in general, to take action to achieve sustainable tourism development. The ultimate goal is to provide high-quality experiences for visitors, strengthen host communities and their heritage, and develop tourism-related livelihoods while preserving the surrounding environments Is responsible tourism different to sustainable tourism? Responsible tourism and sustainable tourism have the same goal, namely sustainability, and they share the pillars environmental integrity, social justice and maximising local economic benefit. Responsible tourism asks individuals, organisations governments and businesses to take responsibility for their actions and the effects of their actions and emphasises that everyone involved must be responsible for sustainability

8 CAPE TOWN S SEVEN RESPONSIBLE TOURISM PRIORITY AREAS After the signing of the Responsible Tourism Charter in 2009, the City of Cape Town and its partners have worked closely with other City departments and the local tourism industry to develop a Responsible Tourism Plan for Cape Town that focuses on local needs our people, our environment, our resources, our culture and heritage, our economy. The City believes that a successful plan will only emerge if the local industry and destination stakeholders are co-architects of the plan. After extensive multi-year consultations, seven priority areas were identified as a starting point for Cape Town. These are grouped under the three pillars of sustainability: Environmental Economic Social Water Energy Solid Waste, with focus on plastic water bottles Procurement (local/preferential) Environmental Principles Maximise the benefits and minimise negative environmental impacts. The priority areas include the following: Conservation of Water Resources Measure water consumption, and adopt quantitative goals and measures to decrease overall consumption and improve the reuse of waste water. Energy Efficiency Measure energy consumption, indicating all energy sources as a percentage of overall consumption and adopt quantitative goals and measures to decrease overall consumption. Enterprise development Skills development Social development Integrated Waste Management Implement a waste management plan, addressing both solid and liquid waste with quantitative goals to reduce, re-use and recycle waste. Economic Principles Maximise the economic benefits for Capetonians. The priority areas include the following: Preferential Procurement Aim to source a target proportion of goods and services from locally owned historically disadvantaged groups and/or individuals. Procure products and services that have a lesser or reduced negative effect and enhanced positive impact on human wellbeing and the natural, social, cultural 10 11

9 and local economic environment when compared to other products and services that serve the same purpose. Enterprise Development Encourage and facilitate a culture of enterprise development through mentoring, coaching and incubation. Social Principles Maximise social and cultural benefits to Capetonians and minimise negative impacts. The priority areas include the following: Skills Development Advance the skills of employees and offer on-the-job skills training, capacity building and mentoring. Social Development Support initiatives for social and community development through discussions with community members and a plan of action. We recommend that you identify at least three of the seven priority areas that are most relevant to your business and use them to develop your initial Responsible Tourism Implementation Plan (RTIP). Over time you can add more

10 WHY IS RESPONSIBLE TOURISM IMPORTANT? Responsible tourism is central to South Africa s tourism policy: The 1996 White Paper on the Development and Promotion of Tourism in South Africa identified Responsible Tourism as the guiding principle for tourism development in our country. The National Responsible Tourism Guidelines were published in The National Minimum Standard for Responsible Tourism was launched in 2011 (SANS 1162:2011). Responsible tourism makes business sense: Implementing responsible tourism helps reduce operating costs and introduces business efficiencies. For the past several decades, increasing numbers of consumers have also started to look at the reputation and responsibility of the companies they buy from. 14 They want to have guilt-free holidays. This is a market trend tourism businesses cannot ignore. Responsible tourism experiences also tend to have a quality or texture to them that tourists perceive and prefer, even those who might not consider themselves ethical travellers. Responsible tourism and the tourism BBBEE (broad-based black economic empowerment) scorecard: By adopting responsible tourism policies and practices, tourism business can make significant progress in complying with the scorecard. At least four of the seven key indicators on the 2009 tourism BBBEE scorecard - skills development, preferential procurement, enterprise development and social involvement - are also central to the National Minimum Standard on Responsible Tourism. Implementing responsible tourism is important to specific audience segments in Cape Town for the following reasons: City of Cape Town Ensures that Cape Town is a sustainable destination with water, energy and biodiversity conservation and integrated waste management. Helps to create a safer destination Promotes fair business practice Encourages a more equitable tourism industry Helps to create sustainable communities Works towards ensuring a cleaner city Tourism Sector Good for business as operating costs are reduced Achieves a competitive advantage Recognises best practice Brings innovation to the industry by encouraging new water and energy saving technologies and designs Improves sustainability education amongst tourism business owners Builds internal networks i.e. learning from peers Helps tourism businesses achieve transformation targets Capetonians Creates employment opportunities and better working conditions to provide a stronger base for local economic development Develops the tourism and hospitality skills needed to provide a professional and enjoyable service Links investments in the tourism sector to benefits for local residents. Creates tourism products locals can be proud of Creates activities for locals to enjoy Enhances communal spaces and protects natural environments Ensures accessibility and flexibility by designing tourism services that can accommodate a wide range of preferences and disabilities therefore making tourism more inclusive Visitors Enhances the guest experience through sensitive encounters with hosts (i.e. local guides, foods, traditions) through better understanding of social and environmental issues Deeper knowledge engenders a greater respect for local cultures 15

11 HOW TO IMPLEMENT RESPONSIBLE TOURISM Getting started The first step decide to be responsible The first step to becoming a responsible tourism business is making the decision to do so. It is important to remember that responsible tourism is not against growth. Rather, a responsible approach recognises the realities of resource limitations and helps you to work creatively within these boundaries for the long-term success of your business and the conservation of the social/cultural and natural environments in which you operate. Next step sign the Responsible Tourism Charter As part of the implementation of your Responsible Tourism Policy and Responsible Tourism Implementation Plan (known as an RTIP), you need to sign the Responsible Tourism Charter. By signing the charter, you commit to developing your own Responsible Tourism Policy and Implementation Plan within a year of signing. In return, you are permitted to use a special emblem (badge) that indicates your commitment to implement responsible tourism. A copy of the charter and the badge are available as a download on You will find it helpful to connect with others in the industry who are on the same journey. Ask your tourism association for information on their responsible tourism programmes for members. Also, subscribe to updates at which is a destination-wide information hub and news source for responsible tourism in Cape Town. MANAGEMENT PROCESS Preparation The big picture sustainable management Once you have taken the first step and decided to implement responsible tourism practises, it is important to start with the big picture. Establish an overarching mission statement to incorporate sustainable management systems in your business. Remember that responsible business practices aren t a separate activity, but will be central to how you do everything in your business, so revisiting your mission statement is a great place to start. Be aspirational, but also be sure that the mission is realistic and practical for your specific tourism operation. Your statement may indicate the type of company that you aspire to be, your beliefs and vision for sustainability and why you wish to make changes to the way your business operates. Mission statements are often no more than a few lines. You could use this exercise as a team builder and write the mission statement with your staff. Include your commitment to suppliers, customers and the local community. Planning Develop your own Responsible Tourism Policy and Improvement Plan (RTIP) to give some formalisation and structure to your commitment and to help you integrate the appropriate changes into your business. Don t be intimidated there are examples in the Guide to help you get started. Why do I need a Responsible Tourism Policy and Improvement Plan? A policy will help you develop a clear set of priorities and goals to help you focus on what s most important. The Improvement Plan is a multi-year action plan that set out how your business will implement responsible tourism practices in day-to-day operations in order to achieve the goals laid out in your policy. A review of where you are now. Take a look at what your business is doing currently you may well be taking steps towards being a truly responsible company, so write them down. Also indicate if you are already complying with government or industry led regulations and indicate whether you have a written HR policy, a policy on the Employment and / or protection of children or a policy that refers to raising awareness among your employees about HIV/Aids

12 Reviewing where you are now will help you to understand how to take your next steps. Your Responsible Tourism Improvement Plan sets out your targets for each of the seven priority areas in your business. Steps to take: 1. Study the seven priority areas described above. 2. Decide on achievable targets for at least three of these for the first year and set your 3-year targets. Set realistic dates for integrating the remaining priority areas into your RTIP. 3. Develop the actions related to each priority. 4. Assign responsibility. 5. Set budget and target dates. 6. Decide on indicators to measure performance. 7. Decide how you will communicate with shareholders, staff, clients, suppliers and partners to promote behaviour and activities compatible with the principles of responsible tourism. 8. Decide how you will report on progress. To help you take these steps use the template on how to develop a multi-year Responsible Tourism Improvement Plan on Also see the section on monitoring and evaluation below for how to keep track of your progress. 18 Monitoring and Evaluation Why the need for Monitoring? Transparency is at the heart of the responsible tourism approach and is fundamental to the credibility of any business. Transparency means clearly communicating your particular responsible tourism objectives and then collecting and sharing empirical evidence of success (or failure) in achieving your targets. This doesn t mean your tell everything to everyone. But responsible marketing (e.g. truth in advertising ) is fundamental. Indeed, one of the primary goals of the responsible tourism approach is to avoid and prevent unsubstantiated claims of responsibility (sometimes referred to as greenwashing ). This makes monitoring and evaluation an essential component of responsible tourism management practices. You will need a well thought-out plan for how you re going to collect data and use it to make ongoing improvements over time. Keep a Record If you haven t been measuring your actions in the priority areas you ve selected for your RTIP, you will need to set up systems to collect the information. For some of the priority areas, you will find that you are able to back date, for example, electricity and water consumption can be calculated using last year s utility bills. You ll eventually need to do things like track the relationship between the number of tourists you can accommodate and the volume of water used by setting a benchmark (e.g. 350 litres per bed night or per pax) and monitoring how the figure changes over time. Having good data is important. It can be a simple, but make sure it s accurate, reliable and consistent. Should I aim to be certified as a responsible tourism business? There are a number of responsible tourism certification schemes active in South Africa (for a list, see the Resources section), and they can be very helpful for providing targets and criteria that businesses should aim to implement. Their brands and logos also add value for marketing to travellers and, more often, serve as signifiers of quality assurance to the tourism trade, which is increasingly concerned about greenwashing. Many certification schemes provide some form of evaluation, analysis or consultation to assist you in achieving certification. Some businesses may find the criteria for achieving certification too stringent to justify the cost and effort. We recommend you look to certification as the ultimate goal as you begin your journey. Develop a plan that you know you can achieve, and try to improve your own standards month by month, year by year. Eventually at a pace you can manage and afford you will find that certification is not so difficult to achieve. 19

13 RESPONSIBLE TOURISM INTERVENTIONS Once you ve gotten started on the journey, set up your initial management processes and plans, and are prepared to monitor and track your progress, it s time to make some key interventions that change how you do business. Universal Interventions These actions and interventions are universal and apply across nearly all tourism stakeholders: Conservation of Water Resources Easy Wins: Install dual-flush systems in toilets and retrofit urinals to accommodate low or no flow flushing. Install low flow tap aerators in sinks. Landscape using water wise plants and water in the early evening or on non-windy days to minimise water evaporation. Ensure automatic watering systems are turned off during rainy periods. Use drip irrigation systems instead of sprinklers where possible. Use mulch to reduce evaporation and run-off. Acquire water efficient appliances such as washing machines and dishwashers. Monitor your appliances and plumbing regularly, and service immediately when problems occur. Use environmentally friendly, biodegradable cleaning products to enable the re-use of water in grey water systems such as for irrigation. Educate your staff and customers about ways to reduce water usage and the importance of these measures in the local context. Tougher Challenges: Install roof-fed water tanks to collect water for use in cleaning or irrigation. Collect grey water for use in irrigation. Making it Happen Conservation of Water Resources The Vineyard Hotel and Spa In gardens and grounds: Water used to irrigate the garden (at night only) is non-potable borehole water Drip irrigation saves water lost to evaporation Horticulturalist, Chris Van Zyl, has implemented eco-friendly gardening practices throughout the six-acre estate, with 80% of the garden having water-wise plants and indigenous flora A piping system is in place for a grey water harvesting Guest bathrooms, toilets and conference restrooms: Aerators on taps Low-flow showerheads Dual Flush toilets Waterless urinals 20 21

14 Table Mountain Aerial Cableway Company Toilet cubicles on top of Table Mountain operate like airline toilets and flush with only 0.75L of water where normal toilets flush up to 9L These innovative toilets: Save water Save on the energy required to transport water up and down the mountain Reduce wear and tear on the Cable Car Boulders Beach Lodge Guest bathrooms, toilets and conference restrooms: Aerators on taps Low-flow showerheads Dual Flush toilets The Backpack and Africa Travel Centre The garden at the entrance has water wise planting Their cleaning products are bio-degradable Guests are encouraged not to brush teeth under running water but to use a glass Energy Efficiency Easy Wins: Replace incandescent light bulbs with energy saving ones. Install sensors and or timers in all indoor and outdoor areas so lights are switched off when not required. Use timer controls for air-conditioning. Clean air-conditioners regularly. Urge guests to minimise use of air-conditioners, use fans instead. Cover geysers with a geyser blanket and adjust the hot water thermostat to 60 C. 22 Turn off appliances and office equipment at the power point when not in use. Stand-by mode uses electricity unnecessarily. Operate dishwashers and washing machines with full loads only. If purchasing a new dishwasher, select one with a short wash cycle, which can save both energy and water. Choose energy efficient office equipment when replacing printers, copiers, coffee machines, etc. Use energy efficient appliances in your kitchen. Encourage staff to turn off lights, heating, ventilation and cooling systems in rooms that are unoccupied. Tougher Challenges: Invest in renewable energy systems such as solar water heaters. Making it Happen Energy Efficiency The Vineyard Hotel and Spa Compact fluorescent energy saving lighting installed in the foyer, yielding 78% energy savings When possible, natural light and ventilation is used rather than electrical lights and air-conditioning Green Energy Certificates are purchased from the City of Cape Town (electricity generated at the Darling Wind Farm) Conference organisers are encouraged to arrange car-pooling Table Mountain Aerial Cableway Company Do an energy audit an inspection, survey and analysis of energy flows to reduce the amount of energy input without negatively affecting the output. Proactive management and monitoring of energy use by the cable car achieves a 17% saving. They use a power factor correction meter. For more information read the Table Mountain Aerial Cableway Company Blog The cafe was redesigned to let in more natural light Geysers are covered with blankets and are on timer switches Outside lights are all on timers Two Oceans Aquarium The Two Oceans Aquarium was selected as a demonstration site for Project 90 x They installed a wind turbine and solar panels to reduce their carbon footprint. Energy use has reduced by more than 20% in the past three years. Battery operated equipment at the Aquarium loaded with rechargeable batteries The roof is painted with environmentally friendly reflective paint to keep the building cooler in summer LED lights have replaced fluorescent tubes Energy efficient water pumps have replaced less efficient pumps using a third of the power Natural circulating air flow has been incorporated in the restaurant reducing need for air conditioners A tailor-made renewable energy system was commissioned for the Aquarium s community outreach vehicle. The vehicle is powered by solar panels 23

15 Boulders Beach Lodge Energy saving lighting installed where possible AWOL Tours Encourage the use of bicycles for staff and tourists instead of private vehicles. They provide bicycles, helmets and locks as well as places to park the bicycles and lock them up. Shower and changing facilities are provided for staff Integrated Waste Management Easy Wins: Consider how you can reduce the amount of waste you generate by buying in bulk to reduce packaging, then reuse and recycle whatever you can. Have clearly labelled or colour-coded recycling bins for wet waste, plastics, glass and tins. Ensure that bins for different types of waste are always placed next to each other. Ensure that staff members are informed about waste management. Find out what types of waste can be recycled in Cape Town and keep your information up to date as more options are provided. Compost food waste on site. Use it to fertilise your garden. Avoid using disposable packaging and use re-usable items i.e. no plastic or paper cutlery and crockery. Provide water in jugs or use a water dispenser rather than disposable cups and plastic bottles of mineral water. Cape Town s tap water is of a very high standard and taste quality. 24 Make electronic files rather than paper files where possible. If printing and photocopying is necessary, use both sides of the paper. Re-use waste paper as note paper when only one side has been used. Avoid single-serve containers for sugar, butter, condiments and coffee. Use bulk dispensers in bathrooms rather than small packages of soap, shampoo and conditioner. Buy recycled products for office use where possible. For example, send your toner cartridges to be recycled and buy recycled toner cartridges. Inform staff and visitors about your actions so they can actively participate. Tougher Challenges: Initiate recycling or buy-back programmes for glass bottles, cans, plastic and paper products. Work with suppliers to ensure that they minimise packaging and take back packaging that cannot be readily recycled. Work with local SMMEs to make crafts out of recycled materials. Conduct a waste audit to identify the types of materials in your waste stream and the areas within the operation that are producing the most waste. Making it Happen Integrated Waste Management The Vineyard Hotel and Spa Eliminated bottled water. Water is filtered on site and provided in carafes at the restaurant as well as at events and conferences A multi-bin recycling system is provided in all venues to encourage guests to participate in separation at source An on-site sorting room is in place. 75% of waste generated is sent for recycling On-line registration is provided to encourage conference organisers to reduce the use of printed materials The Hotel s surplus bread is donated to the Brown s Farm Feeding Scheme Table Mountain Aerial Cableway Company For Table Mountain Aerial Cableway Company the bottom line is simple: Reduce waste generated on top of the mountain as this reduces the amount of waste transported down the mountain. Initiatives taken: Biodegradable cups and a soda dispenser are used at the Cafe at the Upper Station Marked recycled bins are in place in the Cafe for the cups The cups can be stacked and so require less storage and less transport A dispenser for filtered water has been installed and customers purchase filtered water in a cup, instead of in a bottle Because of these initiatives the Cafe has reduced the number of fridges (reducing energy used) and aims to eliminate sales of bottled water completely in the near future. They have drastically reduced the amount of materials transported down the mountain. Responsible purchasing decisions that reduce waste: Compostable coffee cups and lids and compostable paper plates used in the Cafe Beer is served from beer barrels instead of in bottles All these initiatives reduce the need for washing up resulting in: less water transported less water wasted lower maintenance costs due to less fat in drains Other waste management initiatives: Use of milk bottles where both the bottle and the lid are made from the same plastic (facilitates recycling) reducing the amount of back office separation Use of biodegradable straws no more conventional straws wrapped in paper. The paper wrappings often blow off the mountain 25

16 Two Oceans Aquarium The Two Oceans Aquarium has an integrated waste management system and staff are encouraged to make use of this by bringing in their recyclables from home. The Two Oceans Aquarium green team started a campaign to Rethink the plastic bag which motivated managing director, Dr. Patrick Garrat to ban the single-use plastic retail bag from aquarium premises. Their green team has launched a website at They deliver all their e-waste such as defunct PC s and monitors to a certified e-waste recycling company. All advertising billboards are non-permanent and can be removed, reused or recycled. Boulders Beach Lodge Onsite recycling collection takes place with staff sorting materials A worm farm is installed to compost organic kitchen waste AWOL Tours Customers on cycle tours are provided with re-usable water bottles to ensure that no litter is left or dropped on the tours The Backpack and Africa Travel Centre Throughout the building colour-coded recycling bins have been installed The food waste from the kitchen is used to feed the worm farms The compost and worm tea from the worm farm is used in the gardens and excess is sold and donated to community projects Sustainable Procurement Easy Wins: Recruit and employ staff transparently and create a diverse workforce in terms of gender, ethnicity and age. Acknowledge the source of local crafts and décor and provide contact details Work out your spend on BEE compliant enterprises (measure this as a percentage of total procurement) Purchase goods and services from local enterprises (measure this as a percentage of total procurement) 26 Apply fair practice when marking up goods and explain how your mark-ups are applied Tougher Challenges: Set up a supplier register. By doing this you will get a sense of who you are ordering from. This information can also help you identify ways to combine deliveries, reducing transportation. Provide opportunities for professional development of local communities by, for example, partnering with schools or tourism colleges and inviting students to job shadow your staff. You can even create an intern programme. Making it Happen Sustainable Procurement The Vineyard Hotel and Spa Procurement of new staff through community training programmes: In 2010, 30 school leavers received sponsorship to train as hotel managers or chefs, 13 students graduated and 11 secured full-time positions Procurement of goods: 80% of goods used are sourced from suppliers in the Western Cape Menus include local organic seasonal fruit and vegetables, free-range chicken and meat when available Organically certified rooibos tea and milk and organic wine are provided Fair Trade coffee is served Locally manufactured conference bags are sourced Boulders Beach Lodge Fish for the restaurant is sourced less than 1km away from the Kalk Bay Harbour AWOL Tours Only local guides are employed 3 permanent and 7 community guides To preserve the quality of the tour, AWOL s payments to local guides are higher than that paid by other tour operators. Guides that receive a higher rate are more committed to providing a good product or experience 60% of day tours are Cape Town-based, keeping tourists in the local area and increasing spend with local enterprises Table Mountain Aerial Cableway Company Retail items are sourced from NGOs, small entrepreneurs or craft makers A local entrepreneur claims recyclable materials to make arts and crafts Two Oceans Aquarium The Two Oceans Aquarium has developed a supplier questionnaire to ensure new contractors abide by the aquarium environmental charter. The Backpack and Africa Travel Centre Run a community shop on-site which enables them to support crafters, mainly women with HIV The business tries to use suppliers linked to Fair Trade South Africa in an effort to promote sustainable development within the tourism sector, specifically with regards to coffee, wine and crafts Where possible suppliers chosen are local, small, BEE-rated or black-owned 27

17 Enterprise development Easy Wins: Host supplier development workshops in partnership with small business development agencies. Integrate new experiences such as visits to local food markets or music festivals into established products. Purchase responsibly in such a way that supports HDIs and small businesses. Making it Happen Enterprise Development Abang Africa Travel and Trust Tougher Challenges: Assist crafters, musicians, etc., who wish to develop new products to develop these experiences. Volunteer to do presentations to new and emerging enterprises on how to implement sustainable business practises. Mentor an emerging tourism enterprise. Partnered with Fair Trade Tourism South Africa (FTTSA) to mentor six community-based tourism initiatives. They are committed to the programme for one year. Participants receive tasks and written assignments and feedback is provided. The six emerging businesses were hosted at Indaba and an educational trip was organised. They were introduced to other tour operators, tourism associations and visited responsible tourism accommodation establishments. They were also trained in tourism communications. The Backpack and Africa Travel Centre The Backpack and Africa Travel Centre encourage guests to use tour operators that support local Communities They have a preferred list of tour operators for township tours who ensure, for example, that souvenirs and refreshments are bought directly from the community The Backpack have provided micro or small interest free loans to helped start small businesses Scalabrini Centre of Cape Town and Guest House Scalabrini support the Khayelitsha Cookie Company by including products in their rooms. The company hires previously unemployed women from Khayelitsha and helps to develop their skills AWOL Tours Guests hire bicycles from the community-driven Bicycle Empowerment Network (BEN). The tour of Masiphumelele Township incorporates local businesses for food and souvenir purchases Assist local SMMEs with business advice, access to networks and markets to develop new enterprises The Vineyard Hotel and Spa The Hotel, Spa, onsite restaurants and Conference Centre make use of the same family-run florist that they have used for 21 years, proving the opportunity for a small enterprise to grow into a successful family-run business Boulders Beach Lodge Market access is provided for crafters to display and sell goods on the Lodge premises 28 29

18 Social development Easy Wins: Donate to non-profit organisations or NGO s i.e. set up a scheme within the business where all staff are involved in donating time and money to provide whatever your adopted charity requires. Sponsor charity event auction items such as an accommodation voucher or a free tour. Help tourists make charitable donations in appropriate ways. Be knowledgeable about the causes and organisations you are supporting. Understand the impact that giving has and is likely to have on the organisation and on its beneficiaries. Get advice from others if you are unsure in order to minimise unintended negative consequences of charitable giving. Work with local organisations providing social infrastructure: education, health, sports and sanitation. For example, both Uthando South Africa (a small tour operator) and The BackPack (a boutique Backpackers in the City) support the GCU (Great Commission United) Academy. The GCU has been making a difference in Heideveld since 2001 Making it Happen Social Development The Vineyard Hotel and Spa 30 by helping the area s youth and keeping them off the streets. It is a soccer academy that has expanded into the wider community by tutoring, mentoring and providing life skills to children who have dropped out of school or are trapped in the cycle of gangs and drugs. Encourage customers to visit local projects and attractions. Support community development initiatives. Support local conservation projects. Find the nearest natures reserve or natural protected area and find out how you can get involved. Encourage your customers to get involved i.e. persuade guests to join BirdLife South Africa. Tougher Challenges: Encourage guests to do voluntary work in communities. Make a decision to be more strategic about your CSI initiatives. Assign annual budgets and decide on how you are going to raise funds for example, through a levy or by hosting charity events or a golf day. Provide equitable access to facilities for persons with special needs. A fund raising programme called Kids of the Cape was started in 2007, and is run by staff members. This initiative assists local children s community projects in the greater Cape Town area. It is a registered non-profit organisation (NPO) and a committee manages the activities of the fund, comprised of staff from all three hotels. How the Hotel helps raise funds for the NPO: The Hotel requests that each customer pay a voluntary R4 levy per bed night, which is added to the bill Fundraising events are held such as the annual golf day charity event The Hotel s conference centre raises funds for the Street Smart street children initiative ( Currently a Donate by SMS facility is being piloted for conference delegates and restaurant patrons. Provision is made in delegates conferencing information packs on how they can donate 25% of the fund is kept for ad hoc donations to projects that apply for funding up to R The fund incurs no expenses such as rent and salaries as these are absorbed by the Hotel and the two sister hotels in the group. The Hotel also provides meals as prizes for various child-related fundraising events. How they have managed to get buy-in from guests: They emphasise the work of the NPO at a number of key moments during the guest s stay: An information flyer providing information about the NPO is put on each guest s pillow at turn-down service. This works because it prepares the customer for the R4 levy charged at the end of the stay. Information is provided on the TV information channels in guest rooms Information is sent out in conference information packs Media attention is created around the annual golf day with celebrities in attendance In 2010, donations of R assisted 8 children s projects which included special care facilities, afterschool centres, homes for abandoned and HIV positive children, feeding schemes and hospices Table Mountain Aerial Cableway Company Class in the Clouds is their environmental education programme aimed at schoolchildren from all backgrounds. Approximately 25,000 children each enjoy free access to the top of the mountain each year and are informed about conservation AWOL Tours AWOL Tours pay locals such as traditional sangomas a higher fee per visitor. The sangoma is not reliant on AWOL and they therefore have the capacity to generate income elsewhere by serving the community Through the code of conduct for customers, AWOL is able to ensure sensitivity to the people living in the townships i.e. customers are asked not to bring sweets and gifts for children and instead are given information on local charities to support 31

19 AWOL builds relationships with community leaders in order to educate the community as to the benefits of tourists on cycling through their neighbourhood. This has resulted in no negative incidents to date The Backpack and Africa Travel Centre Links to the communities in Cape Town s townships goes back a long way to 2000 when the business became involved in the building of Masikhule Creche at KTC/Crossroads in Nyanga Township. Staff and visitors get involved knitting blankets for sick babies and helping young children with HIV Used soccer boots for children attending the GCU Academy are collected, and they assist in paying for coaches on a monthly basis The GCU Academy is run from a local Primary School where The Backpack is currently refurbishing the library, toilets and previously vandalised classrooms. They have started a food garden where vegetables form part of a school feeding scheme. They also purchase some of the produce for use in The Backpack restaurant providing the capital needed for the food garden to purchase more seeds and seedlings The Backpack helps to recruit volunteers for the project They also continually raise funds for the GCU Academy by asking guests to donate their key deposits as well as old clothes Abang Africa Travel and Trust Registered a non profit organisation called Abang Africa Trust. In addition to providing financial support to many community projects, Abang Africa Trust specialises in setting up partnerships involving stakeholders who bring different skills to the project Started Bafanakids, an organisation that trains and supports young soccer stars of the future. The project currently supports 24 local Cape Town teams. They are continually making use of their international networks to find sponsorships for soccer kit for children. Recently NRV Holidays from The Netherlands sponsored an entire football team with soccer uniforms and soccer ball. Uthando South Africa In 2011 Uthando organised a benefit concert at the Table Bay Hotel to raise funds for its projects. Dance and performance groups from the townships were given the opportunity to perform in front of hundreds of people. A group of visitors from America made handmade dolls for the Nonceba Foundation, which is a centre for abused women and children in Khayelitsha. The dolls, which come with hand written note of love and support from a child in the USA, go into a pack which is given to children who come into the centre after having suffered abuse Skills development Easy Wins: Clearly describe how positions are advertised, the criteria for selecting new staff and your human resources policies. Set targets to increase the number of local people you employ and the percentage of your wage bill that supports local residents (e.g. 50% of the wage bill supports people living within 50 km of your enterprise, with a 5% increase per annum). Pay above minimum wages and link wages to positions and experience. Provide staff with incentives and bonuses linked to performance or service levels. Making it Happen Skills Development The Vineyard Hotel and Spa In 2010 together with local chef schools, colleges and high schools, the Hotel provided an in-house training programme: 14 students from local colleges participated in an internship at the Hotel 56 high school learners participated in a job shadow programme 15 staff are trained each year in first-aid instructions for cardiopulmonary resuscitation equipping them to assist guests as well as to give first aid in their communities 315 of 358 staff members (87%) received training in 2010/11 Table Mountain Aerial Cableway Company Offer career talks on your industry at local schools. Build relationships with local education and training institutions. Ensure that all staff members are involved in the planning, allocation and execution of their own skills development. Tougher Challenges: Commit to employing a graduate from a local tourism college. Organise on site tourism career day for communities. Address how you will allocate training budgets showing fairness and transparency. Their environmental education programme, Class in the Clouds is aimed at schoolchildren from all backgrounds. Contracted teaching assistants guide children on the mountain thereby creating jobs. Some teaching assistants obtain entry-level jobs in the company and others have gone into permanent employment elsewhere as teaching assistants 32 33

20 Boulders Beach Lodge Raise environmental awareness amongst staff, suppliers and guests Encourage staff to introduce their ideas for improving environmental performance in the day-to-day business operations AWOL Tours Together with the Bicycle Empowerment Network (BEN) provide training for community guides and local people who repair and maintain bicycles. This has created skills and provided jobs Abang Africa Travel and Trust Supports two students with university related costs up until graduation. The Backpack and Africa Travel Centre Encourage all Illiterate staff members to attend Adult Literacy courses and assist with the costs. For Accommodation Providers The issues that affect the sustainability of accommodation providers operations include: Environmental impacts on water consumption, waste generated, transportation and carbon footprint associated with the procurement of goods and services. Infrastructure and building materials used Employment and skills training Contribution to local economic development In addition to the universal actions mentioned above, the following actions are specific to operating an accommodation business: Assist B&B owners in townships to improve their own product by hosting them for a day and a night at your Hotel/Guesthouse. Provide information on guestroom TV screens about your environmental or CSI or social/cultural projects rather than in printed form. Consider introducing key cards for hotel guestrooms, thereby ensuring that lights and electrical equipment are only operational when rooms are occupied. Making it Happen Accommodation Providers The Vineyard Hotel and Spa Alien Clearing projects on Table Mountain National Park by staff The hotel is a Southern African Sustainable Seafood Initiative (SASSI) participant and strives to promote and offer sustainable seafood choices All paper used has recycled content Only low VOC (volatile organic compounds) paints are used in the hotel. VOCs can be dangerous to human health or cause harm to the environment Boulders Beach Lodge Two festivals held annually raise money for the endangered African Penguin, in partnership with SANCCOB (The Southern African Foundation for the Conservation of Coastal Birds) and SAN Parks. The 2011 Simons Town Penguin Festival was held at Boulders Beach Lodge Conference Centre The 2011 event raised funds to restore Burgher s Walk (across the parking lot from the Lodge). African penguins have started to migrate away from the main beach at Boulders where they were protected to an area further down (i.e. Burgher s Walk). Without protective barriers, visitors disturb nest sites, even causing them to cave in 34 35

21 With funds raised to date the area has been secured to keep people out With African penguins on the Red Data Endangered list, Boulders Beach Lodge is committed to saving each and every penguin to ensure that the species has a chance to recover The Backpack and Africa Travel Centre Energy Efficiency interventions include: Sourced dimmable LED s (Light Emitting Diode), which are more energy efficient They provide guests with hot water bottles instead of using heaters that consume electricity Where possible they use gas instead of electricity Integrated Waste Management interventions include: As far as possible all waste is sorted at the source by trained staff members and management receives monthly breakdowns of items by weight recycled (viewable on their website) All beer bottle tops are saved and donate to Umlungu African Art dealers, who employ crafters to make them into art pieces. Batteries collected go either to Pick n Pay or Builders Warehouse to be properly disposed of Unpackaged food items are purchased as far as possible to reduce waste Old computer hardware is donated to Incredible Connection, who rebuild these into computers which are donated to disadvantaged schools Purchase compostable, biodegradable napkins made from sugar cane and all take-away containers are biodegradable and take-away cups are compostable Sell cooking oil produced in the kitchens to Biogreen ( who turn it into bio-diesel Cleaning products are biodegradable and septic tank safe. Their cleaning company collects and reuses containers Scalabrini Centre of Cape Town and Guest House The Scalabrini Guest House helps to sustain welfare projects that are organized by the Scalabrini Centre (a registered NGO). Guest House profits contribute 25% towards the running costs of the Centre. For Tour Operators and Transport Providers The issues, which affect the sustainability of your tour operating business, include: Tourism revenue can easily be leaked out of your local area resulting in no benefits for local people. Employing and purchasing goods from other regions will not help to create employment or develop potential entrepreneurs. Taking groups that are too large into a community or natural environment will negatively impact on those environments. The challenge of how to offset the carbon emissions your business generates as a transport and transfer provider. In addition to the universal actions mentioned above, the following actions are specific to operating a tour operator business: Assist communities with developing a new tourism product (e.g. a cultural event around food or dance, a walking tour, a storytelling evening). Provide visits to local places of interest, such as shebeens, restaurants and private homes. Making it Happen Tour Operators & Transport Providers AWOL Tours Market festivals and events and visits to local markets. Offer guests opportunities to buy locally made arts and crafts. Help local enterprises source credit and seed capital by putting them in touch with SMME support agencies. Give feedback to local craft producers as to what range and style of crafts your clients would buy. Market local products in your brochures and on your website and put international operators and businesses in direct contact with local producers to give them confidence and exposure. Make donations to local charities and keep up to date about needs and fundraise accordingly. Ways in which you can donate: Donate a % of profit to local charities Give your time as a volunteer and allow your staff to volunteer Donate items of use Support local charities by purchasing products they make or use their services, for example, local guides or local transport providers Create a fund to collect a tourist fee or levy. Make sizable donations that count Supply experiential travel that is also responsible: A township tour by bicycle is completely different to the same tour in a minibus as it affords rewarding encounters with locals

22 Abang Africa Travel and Trust Addresses their own carbon footprint by donating funds to Food & Trees for Africa. By including Food & Trees for Africa in their travel packages and calculating the distances travelled, Abang Africa Travel are able to encourage clients to do the same. Bikes n Wines Bikes n Wines reduces its carbon footprint by making extensive use of existing public transportation systems such as Metrorail as their primary form of transfer A partnership with Greenpop (a non-profit that plants trees in Cape Town, ensures that a portion of all sales are donated to this cause. For Conference Venues The issues which affect the sustainability of conferencing include: Energy & Transport Waste and recycling Water Catering Locations In addition to the universal actions mentioned above, the following actions are specific to operating a conference venue: Consider including the cost of public transport into the price of conferences. A MyCiti Bus pass may soon become available. Provide Information online about public transport. Try and reduce use of paper by using touch-screen displays and online delegate registration. Opt for jugs of filtered water and glasses rather than bottled water. 38 Request that catering ingredients be sourced locally and if fish is on the menu, ensure it s from sustainable supplies and that organic fruits, vegetables and juices are considered. If the use of disposable cups, plates and cutlery is essential, then source those that are made from recycled materials. Use fridge units for the minimum amount of time and do not chill products in cardboard, as it requires a longer chilling time. If your conference venue hosts events outside, ensure that sensitive environments are protected such as those with bio-diversity or archaeological significance. For outside events, ensure that you aware of the maximum number of delegates that can be accommodated, without having a negative impact on the site or immediate area. Keep an eye on attendance so that collateral, products and catering supply is tailored accordingly. Making it Happen Conference Venues Vineyard Hotel Conference Centre Created Living Green, as their green conferencing identity, under which they manage all conferencing activities in sustainable manner. For example: Conference organisers are asked to plan and procure only for amount of delegates attending thus eliminating waste Pencils are Forestry Stewardship Council (FSC) Certified coming from sustainable forests Refillable and recycled whiteboard markers are used Cape Town International Convention Centre (CTICC) In 2008 the CTICC established an environmental task team called the Nurture our World or NOW Team ( The team is made up of representatives of each of the divisions of the organisation, as well key service providers, in order to focus on achievements and progress. Some of the energy efficiency interventions specific to conferencing and events include: In the kitchens energy management is closely linked to food production with ovens only switched on when needed Walk-in fridges have air curtains to reduce loss of cold air Hot water pipes are insulated to reduce heat loss Thermal blankets are used over trolleys for plated functions, as they enable plates to retain the required heat levels for up to 25 minutes Sustainable Procurement interventions include: Polystyrene disposable cups have been replaced with biodegradable cups and reusable glasses are provided whenever practical. Menus have been designed to enable local and seasonal preference. Preference is given to procuring organic food whenever possible and all foods used are local. Fish suppliers are all required to be SASSI accredited and freshwater fish (such as trout) are sourced from local farms. Integrated waste management interventions include: Preference is given to reusable and recyclable products rather than disposable items. Plastic wrapping has been minimised through the procurement of reusable sleeves to covers food trolleys 39

23 Social Development interventions include: The Bring back your bag programme event organisers are encouraged to prompt delegates to donate unwanted congress bags, pens, notepads and lanyards for distribution to schools in Cape Town s disadvantaged communities. Food redistribution the CTICC donates all excess food from functions it hosts to a registered non-profit organisation that delivers food to 66 beneficiary organisations. On a daily basis, each of these feeds an average of 120 people many of whom are vulnerable children in care homes and pre-school facilities, as well as terminally ill patients, the disabled and the elderly. A procurement audit in 2010 showed that 54% of all CTICC procurement spend was placed with BEE businesses and suppliers and a job rotation system and job shadowing scheme is in place allowing all employees to gain experience or insight in other positions within the organisation. For the Events Industry The issues affecting the sustainability of events include: Energy and Transport Supply chain management Waste and recycling Water In addition to the universal actions mentioned above, the following actions are specific to event organisation: Use conference venues that allow natural light and air flow Consider having your event during the day to reduce artificial lighting requirements Measure and communicate how many kilowatts of energy are used at your event Raise of awareness around energy consumption during the event List public transport options on delegate booking confirmations Offer an eco cab service Measure (either per bag or weight) the amount of waste not recycled aim to reduce this each time Re-use the same branding and merchandise at following events by future proofing them Making it Happen Event and Conference Organisers African Agenda Conference Design and Management Committed to responsible and green conferencing and have policies in place to ensure the green organising of events. These include: Using real plants as table I instead of cut flowers and indigenous plants and where cut flower are required local flowers are sourced Discourage car trips by selecting hotels that have conference facilities and by providing maps to encourage walking Only use catering companies that consider environmental sustainability in their purchasing procedures When organising exhibitions, African Agenda place their own recycling bins throughout the exhibition hall to encourage use. Recycle all signage installed at events and exhibitions Ensure that the exhibition stands are made using sustainable and recyclable materials, paint, carpets, etc. Encourage their clients to hand out memory sticks containing pre-loaded conference materials. This also provides a sponsorship opportunity 40 41

24 For Food and Beverage Service Providers The issues which affect the sustainability of food and beverage providers include: Local sourcing Transport of food: carbon food miles Season menus Organic and Fair Trade food products In addition to the universal actions mentioned above, the following actions are specific to operating a restaurant: Design menus using food that is local, seasonal and organic whenever possible. Ensure that all fish complies with the Southern African Sustainable Seafood Initiative (SASSI) guide. Ensure that you are being clear about what you are saying. Define terms that are not well understood. For example, Organic doesn t mean healthy or locally sourced or fairly traded, it has a specific legal definition. There are a range of different organic certification bodies that promote organic agriculture and food processing. See for details. Making it Happen Food and Beverage Providers Table Mountain Aerial Cableway Company Sustainable procurement interventions include: Wine in the Cafe is sourced locally and where possible from Biodiversity and Wine Initiative (BWI) wineries supporting the protection of biodiversity in the Western Cape. Two Oceans Aquarium s Shoreline Café Sustainable procurement interventions include: The Shoreline Café at the Two Oceans Aquarium became the first restaurant in Africa to be awarded Chain-of- Custody certification from the Marine Stewardship Council (MSC). The Shoreline Café recycles used cooking oil. A local enterprise turns it into environmentally friendly biodegradable soap. The soap is then purchased by the Aquarium to scrub down exterior walkways. Through their newsletter, Green Engage, they have introduced meat-free Mondays and send out vegetarian recipes to encourage subscribers to cut out red meat for one meal of the week

25 MARKETING RESPONSIBLE TOURISM How to market and sell responsible tourism The number of travellers who seek responsible tourism products and experiences exclusively is small. Most people still use price, quality and availability as their top reason for booking one product over another. So selling yourself as responsible is not only irresponsible (none of us are truly as responsible as we could be), but also doesn t make business sense (unless your niche market is the responsible tourismonly consumer). 44 As a business practicing responsible tourism management, your customers should be able to notice a qualitative difference between your product and that of a non-responsible tourism competitor. Unlike other ethical products, like coffee or cosmetics, which can be indistinguishable in taste, colour, texture, etc. when used, tourism experiences will taste different when they are responsible. It is this qualitative attribute that should come through most strongly as you adapt your marketing, not the responsible tourism itself, which is largely a technical and operational topic. Your product, your industry, the destination Your Product: Suggestions for positioning your responsible tourism business: Tap into demand for authenticity a trend that is especially strong among conscientious and ethical consumers Highlight dynamic, interactive experiences, where travellers are active participants in their own holidays and downplay static or passive holidays. Include messages about good practice, and how this is making a difference locally with specific examples and quantified benefits where possible. Be sure to ground these messages in something real, avoid generalisations and generic feel good terms. Responsible tourism experiences are generally viewed as more rewarding and more memorable, so try to show this through examples, photos and anecdotes don t just say it s so. Include information about local people AND local environment. Locate your product in a very specific and distinctive place. Reflect pricing appropriate to your segment and in-line with your competition (i.e. lower cost for backpacking, higher cost for luxury). The value for money proposition still holds, and most people will NOT pay more for a responsible tourism experience, even though they will choose responsible tourism over non-rt if prices are roughly the same. Use certifications and documented management practices (such as buying local, CSR projects, etc.) to substantiate responsible tourism messages they are proof of the credibility and quality of the responsible tourism offering. When talking about your responsible tourism initiatives, consider using the metaphor of a journey that you are on to become truly responsible. We all still have a long way to go, but we re on our way. Your Industry: Suggestions for talking about the tourism industry more broadly in Cape Town: Refer to the city s diverse and balanced responsible tourism offering, as one of the world s top destinations for nature, culture & heritage, urban vibe, adventure, education, and business travel. For example, Cape Town offers eco-tourism, voluntourism, adventure tourism, cultural tourism, community-based tourism and high-end urban tourism all in one destination. This differentiates Cape Town from other destinations. Refer to the tourism industry s commitment to the implementation of The Code, an international code of conduct intended to prevent child sex tourism. Cape Town Tourism is driving local implementation of The Code. The Destination: Suggestions for talking about Cape Town: Millions of people visit Cape Town every year. They enjoy the city, the mountain, the sea, and the 45

26 spirit of the local residents. But there are costs too, for local people and the environment. To find a balance, the city has embraced responsible tourism. It helps create better places to live, and better places to visit. Where we find that balance, people are inspired to take responsibility. Cape Town is recognised internationally as a destination that is a leader in adopting and practicing responsible tourism, including the first city ever to win the Best Destination category of the Responsible Tourism Awards, received in Cape Town is also the place where the defining statement of responsible tourism was issued, the Cape Town Declaration, in Cape Town is located in the heart of the Cape Floristic Region (CFR), the world s smallest and most diverse floral kingdom. It is a global urban biodiversity hot spot and a UNESCO World Heritage Site. Over 70% of our local plant species are found nowhere else in the world. Cape Town is also part of two UNESCO Biosphere Reserves, the Kogelberg Biosphere Reserve that extends into the eastern portion of the city, and the Cape West Coast Biosphere Reserve that extends into the northern portion of the city. The City has established Community Tourism Forums in disadvantaged areas to raise tourism awareness among communities, including their role as custodians of their own cultural practices and heritage. Cape Town s official visitors guide contains responsible tourism guidelines for visitors, which 46 encourage visitors to respect local cultural, social and religious practices and the dignity and privacy of others, bargain responsibly and donate responsibly, etc. Cape Town has its own Smart Living Handbook, a detailed and user-friendly guide on how residents can be resource efficient and sustainable in their daily lives and practices. See for details. Source markets, market demographics, target markets Responsible tourism management will add value to any tourism product, and so does not limit or change the existing target markets your business pursues. However, there may be new markets opening to you in the growing niche of ethically-minded travellers and those who show a strong preference for purchasing responsible tourism products. Geographic Markets: Cape Town s overseas core markets are UK, Germany, Netherlands and USA. Cape Town s domestic market focus is on breaks and holidays, especially from Gauteng, the Eastern Cape and Western Cape. Demographics: North American responsible tourism target segments tend to come from major urban centres, while European target segments vary more widely yet tend to book through urban centres. Outbound responsible tourism demand from Asian, Middle Eastern and Latin American markets is very low. In Europe and North America, target segments are dominated by youth and retirees, due to their ability to take the time for extended and long-haul trips. Psychographics: Target RT segments across North America and Europe seek the following: On target Experiential travel Fulfilment and rejuvenation Personal satisfaction Independence in travel and choices Involvement in planning Internal determinants (e.g., self-development, creativity) Summary of the Key Elements of the Responsible Traveler: Social- Enviro Conscience Interactive Off target Sun, sand and surf holidays Places and things Letting go RESPONSIBLE TRAVELLER Hands-off travel Arrangements sorted by someone else External determinants (beach, summer climate) Experiential 47

27 Interactive Experiential Social & Environmental Consciousness Interact with and learn about natural, social and cultural environment Meeting and interacting with locals Participating in the lifestyles and experiencing it, rather than observing it Hands-on participation Cultural exchange Develop relationships with other tourists and locals Caption: Travel preferences among consumers of responsible travel products regardless of country of origin 48 Authentic personal experiences Desire for self discovery and growth (creativity) Challenging themselves physically, emotionally and / or mentally Understanding and learning about different lifestyles and cultures Challenge self (physical, mental, emotional) Experiencing something different from their normal day-to-day life Visiting authentic destinations that are not necessarily part of the tourist route Exposure to unique and compelling experiences Minimal impact on destination Supporting environmental conservation and minimising negative impacts to local ecosystems Conserving energy, water and minimising waste Giving back to the destinations they visit Supporting the local economy (eating local food, patronising places that are owned by locals or that employ local people) Behave and dress appropriately Less materialistic Stay longer and spend more Source: CREST,2009. Domestic Target Segments: Cape Town s main domestic target segments are Well-off Homely Couples, Independent Young Couples and Families (IYCF), and Golden Active Couples. The most attractive responsible tourism target segments for the domestic market are Independent Young Couples and Families (IYCF) and the secondary Young & Up-Coming (YUC). However, the value proposition to both will be quite different from one another, and different again from the international segments. Your communications will need to be tailored according to which segments you are choosing to focus on. Refer to SA Tourism s standard market segmentation documents for detailed definitions of the domestic segments. IYCF YUC International emphasis on getting to know South Africa s diverse cultures and complex history first-hand; family learning experience; environmental values; appeal to social consciousness emphasis on nature-based tourism, adventure tourism; appeal to social consciousness and the opportunity for self-discovery and growth emphasis on forming direct connections with authentic South African culture; explore new natural surroundings Using photos The use of images should suggest active participation by travellers. Try to incorporate people in the photos, give a human dimension. Show emotion between people. Convey a sense of place, and make it local. Use local people and local language, for example in signage, on menus or magazine covers in the shot. Also include local flowers, birds and plants, etc. Proteas, fynbos, sugarbirds, African penguins, are good choices where appropriate. If you are including vast landscapes, consider including people in the foreground, there must be someone enjoying the landscape. Don t overdo it Keep the responsible tourism dimensions in balance. Don t exclude images that showcase your guesthouse, tour operation, meeting facility, restaurant, etc., first and foremost. Ask your guests for their photos, and label them as such when you use them. This shows that your guests want to tell their stories about your product, which is a powerful tool. Don t forget to have permission in writing (an is generally fine). 49

28 Other suggestions Post and share copies of Cape Town s Tips for Responsible Travellers (published by Cape Town Tourism) to encourage travellers to be responsible guests in our city. Have copies in guest rooms, post on the wall, carry in vehicles and put on your website. Include these in information you send to guests prior to their arrival. Frame and hang your copy of the signed RT Charter Use the RT emblem in your marketing and communications (download on Train your staff to be excellent RT ambassadors Making it Happen Communication externally and internally Vineyard Hotel and Spa Communication to customers: The environmental policy is displayed in the foyer Communication encouraging guests to save water in place throughout the hotel Communication to staff: Extensive environmental training sessions are held in-house Table Mountain Aerial Cableway Company Communication to customers: Engages and provides training for staff so that they can confidently convey sustainability messages to visitors Communication to staff: Leave no room for misunderstanding. Be very clear with your policies about conditions of use of equipment, and inform staff exactly what is expected of them Management of environmental issues should not sit with Operations Managers or Environmental Officers. Every staff member, from CEO & managers to guides, and restaurant staff, have a personal responsibility, as part of their job, to ensure that the environmental practices are implemented Boulders Beach Lodge Communication to customers: There is a web page dedicated to African penguins, the festivals and conservation efforts. A published Environmental Policy is on their website 50 51

29 CASE STUDIES Four of Cape Town s leaders in implementing responsible tourism are profiled below, describing their approach and some lessons learnt. The detailed information on the actions they have taken has been integrated into the sections above on Responsible Tourism Interventions and Marketing Responsible Tourism. 52 Table Mountain Aerial Cableway Company Category: Large Tourist Attraction & Restaurant Background & Context Table Mountain Aerial Cableway Company operates within a South African National Park and a World Heritage Site. This is a very sensitive environment and we all know that we are privileged to operate in this location, so must accept responsibility, explains Sabine Lehman, CEO. As far back as 1997, when the cable cars were upgraded, some forward-thinking decisions were made as to how the cableway would be built and how the top of the mountain would be preserved during the building process and beyond. So it is definitely not a recent thing. These principles have been at the core of this business for 14 years. All staff are very aware that when people come to the mountain and use the cableway, it is because they want to have an experience that touches the earth lightly. Lessons Learnt There have been two very interesting moments that have taught me valuable lessons, Sabine explains. Visitors do not always understand the complex behindthe-scenes systems that are in place. The Table Mountain Aerial Cableway Company has been recycling for eight years but only recently put out recycle bins for the public to see and use. It was extraordinary to me the amount of comments that we received from people saying, Oh, so you recycle now do you? Even if you are doing many of the right things, it is important to share information with the public through many channels (for example, through signage, website, in marketing brochures, etc.) about your actions and core principles. Otherwise, the assumption by visitors is that it is not happening. However, your messages must be well thought through and accurate because if you are NOT doing what you claim in all areas of your business, not just your customer-facing one, then you could face serious criticism. The other important lesson, for me, was that the public, when given the choice, don t always choose the green option. They tend to choose the most convenient one, says Sabine. When Table Mountain Aerial Cableway Company upgraded their cafe, they changed from crockery to compostable plates. They decided to ask the public what they preferred, and the answer was always crockery. When asked if they would eat from a paper plate, some said no. The company took the risk and removed any choice, providing only compostable plates. Importantly, however, they put up a lot of signage to explain why the change to compostable plates had been made. Restaurant management did not get a single complaint. Often, if you explain fully the move to something that is less convenient but truly responsible, your customers are very accepting. Top tips: If you don t tell people, the assumption is that you not doing it Take the risk, but don t forget to communicate 53

30 54 The Vineyard Hotel & Spa Category: Large accommodation provider, Restaurant, Conferencing Venue and Events & Spa The Vineyard Hotel & Spa is located in Newlands on the banks of the Liesbeek River. Family-run for generations, the hotel has 207 rooms and a spa surrounded by six acres of landscaped indigenous gardens, and is well-known to international travellers. With a conference centre and two restaurants, the Vineyard attracts business meetings and the domestic leisure market, including local families. The Vineyard Hotel & Spa has a long-standing commitment to sustainable development, with responsible principles suffusing all areas of the business. While many of the extensive environmental actions may be more visible to hotel guests, the award-winning corporate social investment initiatives are not driven by operational or marketing goals. For hotel owners, the Petussi family, it has always been personal. However HR and CSI Manager, Linda, explains that guests are demanding more and more to know what initiatives the hotel is involved in. In response to this customer requirement, they have including more information about their social investment projects in consumer channels, such as their website, in-room entertainment channels, brochures and more. Lesson Learnt Plan your CSI as carefully as you would a business. Have a strategy with a vision that you are working towards. When registering a non-profit organisation be prepared for the red tape. Complete your application thoroughly and allow plenty of time to get registered. Ensure that you have funding criteria in place to guide decision-making on donations. Share information on your CSI. While you may not wish to promote actions taken for ethical reasons, customers will view a lack of information as a lack of action on your part and view your business in a more negative light as a result. AWOL Tours Category: Small Tour Operator Background & Context In 2002 AWOL Tours formed a partnership with BEN (Bicycle Empowerment Network), a registered public benefit organisation, and together they initiated a bicycle tourism programme in the Masiphumelele community of Cape Town. Their mission was to address poverty and mobility through the promotion of the bicycle. AWOL s guests hire bicycles from the BEN centres and are then guided by bicycle around Masiphumelele, incorporating visits to local businesses. For Sally Petersen, founder of AWOL Tours, the decision to run the company based on responsible 55

31 tourism principles was a personal one. It not only makes business sense but it also makes personal sense, she explains. Sally started her love affair with cycling many years ago when she completed a journey from London to Cape Town by bicycle. On this trip she discovered this most wonderful way of travelling that enabled meaningful interactions with people on a personal level. On arriving back in Cape Town, she tried to re-create that way of travelling for visitors. Her partnership with BEN facilitates the movement of travellers through communities in a way that brings financial and environmental benefits while providing more meaningful experiences. Lessons Learnt: 1. Repeat your code of behaviour for travellers often. Do not rely on outbound tour operators or others to provide localised pre-travel information. 2. Keep tour groups small and intimate. This facilitates openness resulting in a more meaningful experience. Boulders Beach Lodge Category: Small to medium accommodation provider, Restaurant, Conferencing Venue and Events. Background & Context Boulders Beach Lodge and Restaurant is located near Simons Town and en route to Cape Point. More importantly, it is situated just 70 meters from the world-famous Boulders Beach African Penguin Colony, which is within the Table Mountain National Park. Bordered by indigenous bush above the high-water mark on the one side, and the clear water of False Bay on the other, the area comprises a number of small sheltered bays, partially enclosed by granite boulders that are 540 million years old. Boulders Beach is a popular tourist stop because of a colony of African Penguins which settled there in 1982, and that popularity brings travellers to the Boulders Beach Lodge, and especially to their restaurant. However, it has also brought extensive negative environmental impacts to the penguin colony and sensitive shoreline, such that, in May 2010, the African Penguin was declared endangered. Boulders Beach Lodge is keenly aware of their privilege to be operating on the border of the Table Mountain National Park and take that responsibility very seriously. Lessons Learnt: 1. During the winter seasons, you can t rely on the penguin factor to bring in the business. Look to locals: attract them with the freshest produce year round, and create a summer menu that will bring in the crowds during peak season. 2. Partner with a local charity or good cause to keep your conferencing venue booked up. Offer charity rates or provide the venue free of charge. Your venue will receive much exposure while you are being a good citizen of your community. Other profiled companies: Please visit the websites of these companies for further information on their responsible tourism practices: Accommodation provider: The Backpack and Africa Travel Centre Scalabrini Centre of Cape Town and Guest House Tour Operator: Abang Africa Travel and Trust Uthando South Africa Bikes n Wines Event Organiser: African Agenda Conference Design and Management Conference Venue: Cape Town International Convention Centre (CTICC) Visitor Attraction: Two Oceans Aquarium

32 RESOURCES There are many sources of information on responsible tourism. The ones following are a selection specific to Cape Town s experience on our journey to become a responsible destination. Responsible Tourism in Cape Town Cape Town Declaration on Responsible Tourism 2002 City of Cape Town, Cape Town Responsible Tourism Charter Responsible Tourism Policy and Action Plan The City of Cape Town s Responsible Tourism webpage Draft Event Greening Principles for Cape Town Other resources: How to stimulate local culture and heritage products Green Goal 2010 The Cape Town Climate Change Coalition The Sustainability Institute Local suppliers & Service providers: An energy service company (acronym: ESCO or ESCo) is a commercial business providing a broad range of comprehensive energy solutions including designs and implementation of energy savings projects, energy conservation, energy infrastructure outsourcing, power generation and energy supply, and risk management. Sustainable Energy Africa have launched a website listing local energy efficiency service providers and equipment at Marketing channels for responsible tourism: Cape Town Travel Responsible Tourism 58 Incentives and discount programmes: Eskom Technologies This web page provides information on: Safe way to handle your household Compact Fluorescent Lamps (CFLs energy saving lamps) Solar Water Heating, including a list of accredited suppliers Energy and water saving Shower Heads Geyser Blankets 59

33 Tools: Carbon calculator links: Project calculator a comprehensive calculator intended to give a high level of accuracy (requires some detail regarding your mode of travel, waste management, energy & water consumption) Food & Trees For Africa Carbon Calculator using Global Greenhouse Gas Reporting Protocols CO2balance calculator carbon dioxide emission calculators BP calculator non-flash carbon footprint calculator Sustainable Seafood Guide: Download the SASSI (Southern African Initiative) pocket guide here Useful websites: Tourism Associations Cape Town Tourism Federated Hospitality Association of Southern Africa Western Cape (Fedhasa) Southern Africa Tourism Services Association (SATSA) Southern African Association for the Conference Industry (SAACI) South Africa Responsible Tourism awards Imvelo Responsible Tourism Awards Cape Town Green Map Fair Trade Fair-trade Food and products Certification Fair Trade in Tourism South Africa (FTTSA) Heritage SA Sustainable Fishing Industry Southern African Sustainable Seafood Initiative (SASSI) Marine Stewardship Council Certified Sustainable Seafood Climate Change Coalition Cape Town Climate Smart Cape Town Cape Town Smart Events Handbook Event Greening Forum for South Africa Cape Town Smart Living Handbook

34 Social Enterprise Food and Trees for Africa StreetSmart South Africa Biodiversity Biodiversity and Wine Initiative (BWI) Greenpop Urban Greening Education & Training National skills standards for Hospitality and Tourism Green Business & Green Buildings Green Building Council of South Africa (GBCSA) Green Business Directory for South Africa Sustainability Reporting CTICC Spier Wine Estate Recycling and waste management National Recycling Forum Collect-a-Can Paper Recycling Association of South Africa PETCO-PET plastics recycling in South Africa Mondi Nampak Kerbside, Paper Banks and Buy-back Centres Consol Glass Sappi War On Waste Recycling The Rose Foundation reprocessing of used lubricating oil E-waste Association of South Africa

35 Glossary Adventure tourism Biodegradable Community-based Tourism Compostable Adventure tourism involves exploration or travel to remote areas or extreme natural environments. Adventure travel may be any tourist activity, including two of the following three components: a physical activity, a cultural exchange or interaction and engagement with nature. This may include activities such as mountaineering, trekking, bungee jumping, mountain biking, rafting, zip-lining and rock climbing. Biodegradable simply means that a product will break down into carbon dioxide, water and biomass within a reasonable amount of time in the natural environment. The term biodegradable however has no legal enforcement or definition therefore the term has been used loosely by some manufacturers. Biodegradability is a desirable feature in products such as cleaning agents (products available in South Africa include but are not limited to Ecover and BlouBlommetjieskloof cleaning products). Conventional cleaning agents will often release harmful phosphates and volatile organic compounds (VOCs) as they break down, but biodegradable versions will not. The World Wildlife Fund (WWF) defined Community-based Tourism as a form of tourism where the local community has substantial control over, and involvement in, its development and management, and a major proportion of the benefits remain within the community. It is tourism initiative created, and/or managed by local communities and intended to deliver wider community benefit. Compostable products are biodegradable, but with an added benefit: when they break down, they release valuable nutrients into the soil, aiding the growth of trees and plants. These products degrade within several months in an industrial composting facility and produce no toxic residues. Compostability is a desirable feature in traditionally-disposable products such as plates, bowls, cups and cutlery. These products are commonly made out of PLA (Polylactic acid), bagasse (sugarcane fibre) or vegetable starch. It is preferable to use disposable products that are labelled compostable rather than just biodegradable. Compostable Plastic - in order for a production to be compostable, the following criterion need to be met: 1. Disintegration, the ability to fragment into non-distinguishable pieces after exposure to sunlight in the composting process 2. biodegradation 60% of the products mass will be converted to CO2 3. No toxic residue Corporate Social Investment or CSI Corporate Social Responsibility or CSR Cultural tourism Dual Flush toilets Ecotourism Greenwashing CSI is defined as any social development activity that is not undertaken for the purpose of generating business income. Corporate social investment (CSI) is external to the normal business activities of a company and is not primarily undertaken for purposes of increasing company profit, nor is it driven primarily as a marketing initiative, although it can help a company develop a competitive advantage. Rather, these projects aim to assist, benefit and empower marginalised individuals and communities. CSI has a strong developmental approach and utilises company resources to the benefit of individuals and communities. CSI forms a significant part of the sector s contribution to South Africa.. Corporate social responsibility is defined as business decision-making linked to ethical values, compliance with legal requirements and respect for people, communities and the environment. Cultural tourism includes tourism in urban areas, particularly historic or large cities and their cultural facilities such as museums and theatres. It can also include tourism in rural areas showcasing the traditions of indigenous cultural communities (i.e. festivals, rituals), and their values and lifestyle. Cultural tourism are the cultural aspects which are of interest to the visitor and can be marketed as such, including the customs and traditions of people, their heritage, history and way of life. A dual-flush toilet is a variation of the flush toilet that uses two buttons or handles to flush different levels of water. It has been proven to save up to 67% of water usage in the flushing process. Ecotourism is responsible travel to fragile, pristine, and usually protected areas that strive to be low impact and (often) small scale. Its purpose is to educate the traveller; contribute funds for ecological conservation; directly benefit the economic development and political empowerment of local communities; and foster respect for different cultures and for human rights. To greenwash is to use green PR or green marketing deceptively to promote the perception that a company s policies or products are environmentally friendly. Disinformation disseminated by an organisation to present a public image that operates responsibly towards the environment and local society when really it is intentionally misleading the consumer by stressing the environmental and social credentials of a person, company or product when these are unfounded or irrelevant

36 Integrated Waste Management Recyclable Recycling This is a comprehensive strategic plan for the integrated management of waste which must apply the hierarchy of waste management Reduce- Reuse-Recycle Recyclable products can be collected and reprocessed to produce new items. The process whereby discarded products and materials are reclaimed or recovered, refined or reprocessed, and converted into new or different products. This term is often used in a wider sense to describe the complete cycle, from collection to production of new objects, or secondary raw materials, from reclaimed material. Voluntourism Voluntourism or volunteer travel is travel which includes volunteering for a charitable cause. The types of volunteer trips are diverse, from low-skill work cleaning up local wildlife areas to providing high-skill medical aid in a foreign country. Travellers who participate in volunteer holidays are diverse but typically share a desire to do something good while also experiencing new places and challenges in locations they might not otherwise visit. Volunteer travellers can also get involved with scientific research and education to promote the understanding and action necessary for a sustainable environment. Participants pay in addition to usual travel costs a fee that covers expenses the project might incur in return for accommodation and educational experiences. Reduce waste Avoid making waste by using cleaner technology or buying goods that are not overpackaged; make less waste by re-using discarded items, recovering recyclable materials from the waste stream and composting plant wastes. Another way of reducing the amount of waste we produce is to divert certain waste materials or substances which have been discarded by one generator to another manufacturer who can use them as raw material in a different process. This is called waste exchange Waste stream Waste stream analysis The total waste flow from an entity, comprising general and hazardous wastes. In the case of a municipality it will be all the waste that is generated by households, institutions, business and industry. The process of sampling a mixed waste stream and measuring and recording the types and relative proportions of the different components. Responsible Tourism Implementation Plan (RTIP) A Responsible Tourism Implementation Plan (RTIP) is a multi-year action plan that sets out how an organisation or business will implement responsible tourism practices in day-to-day operations. Waste stream composition The types and relative quantities of wastes that make up the mixed waste stream e.g. paper, metal, glass, plastic, garden refuse, ash, etc Re-using Using an item again for the same purpose for which is was original made, e.g. re-using a container such as a bottle or glass jar RT Charter In 2009, five organisations drafted a Responsible Tourism Charter that would guide them through the next stage of the journey. The charter commits each signatory to work actively on implementing the seven responsible tourism destination priorities presented in this Guide. Sustainable living Living in such a way that we meet the needs of the present generation without compromising the ability of future generations to meet their own needs. It means that development must be Development that delivers basic environmental, economic and social services to all without threatening the viability of the natural, built and social systems upon which these services depend

37 As the 2009 winners of the Best Destination category of the Virgin Holidays Responsible Tourism Awards, Cape Town has been recognised internationally by the tourism sector as a destination that is a leader in adopting and practicing Responsible Tourism. Cape Town also enjoys the linkage of its name with what has become widely accepted as the defining statement of responsible tourism, the Cape Town Declaration. However, these facts do not imply that Cape Town is a truly responsible destination in practice, or that key stakeholders have appropriate levels of awareness and understanding of Responsible Tourism. The City of Cape Town and its partners in the tourism industry have recognized the role of responsible tourism in achieving the triplebottom line outcomes of sustainable development, i.e. economic growth, environmental integrity and social justice. The distinguishing characteristic of the approach is the focus on the responsibility of role-players in the tourism sector, and destinations in general, to take action to achieve sustainable tourism development. This Responsible Tourism in Cape Town How-To Guide shares information on how the tourism industry can take action to make our City and its tourism facilities, services and products more responsible, while also helping ensure that our tourism sector keeps pace with international trends towards responsible business practice. 68