UNPARALLELED SOUTH AFRICAN TOURS (Pty) Ltd.

Transcription

1 Once landed, a breath of freedom and the stunning landscapes will be South Africa s first amazing experience, first enchantment ALL RIGHTS RESERVED UNPARALLELED SOUTH AFRICAN TOURS UNPARALLELED SOUTH AFRICAN TOURS (Pty) Ltd. 5 Leeuwen corner Long Street Cape Town, 8001 South Africa Ph: 27 (0) Fax: 27(0) info@unparalleledtours.co.za

2 COMPANY PROFILE Unparalleled South African Tours started operations in 2001, and actually consists of the following divisions and staff: MAIN HEADQUARTER Cape Town Head Office (South Africa) BRANCH REGIONAL OFFICE Johannesburg (South Africa) OVERSEAS REPRESENTATIVE OFFICES London (UK) New York, NY (USA) Melbourne (Australia) WORLDWIDE SALES Agreements have been signed with four World-Regional Sales Manager: Memberships & Affiliations: CAPE TOWN TOURISM ITALIAN-SOUTH AFRICA CHAMBER OF TRADE AND INDUSTRIES TRAVEL EXPO & FAIRS Unparalleled South African Tours attends as main or share Exhibitor the following World Travel Expos and Fairs, such as: WTM (London, UK); INDABA (Durban, South Africa); NEW YORK TIMES TRAVEL SHOW (New York City, NY, USA) Sunset in Cape Town, South Africa Unparalleled South African Tours (Pty) Ltd. facts: Unparalleled South African Tours (Pty) Ltd. is a Registered Trademark.

3 Divisions: Groups & FIT s, Meetings & Incentives, Adventure as well as Local Corporate Market Products: Guided Group Tours, (including Scheduled Tours, Day Tours, Transfers, Car Rental), Tailor-made Tours, Self-Drive Tours, Transfers, Incentive Tours, Team Building, Conference and Events. Staff: 11 permanent staff members, 4 world Sales Manager and approximately 30 parttime language proficient Guides and Registered Tour Guides countrywide. Suppliers: All accommodation suppliers in South Africa. Car Rental: First Car Rental Southern Africa Co-operation: Agreements are in place with ground handlers and transfer companies throughout the region (Namibia, Botswana, Zimbabwe and Mozambique). COMPANY VISION Unparalleled South African Tours (Pty) Ltd. is a specialized tourism and travel consultancy company, a DMC (Destination Management Company), which provides people wishing to experience South Africa for leisure and business with personalised travel services, strictly tailor-made. It connects leisure and cultural activities with tailormade itineraries, service providers and accommodations, focused on a landscape-oriented itinerary vision: the Rainbow Nation captures the extraordinary diversity of races, tribes, creeds, languages and landscapes that characterises South Africa people; travellers conscious of this natural and multi-cultural experience are Unparalleled South African Tours primary customers, and Unparalleled South African Tours offers them the best way to explore the untamed beauty of this world. Unparalleled South African Tours gives people the way to meet the true South African hospitality, wild nature and emotional adventures. South Africa is a nation emerging as a world leader in protecting Earth s natural assets, in conserving a wonderful natural and historical environment and a highly attractive tourist destination, offering a wide range of leisure as well as business opportunities. PRODUCTS and SERVICES Unparalleled South African Tours services can include: Consulting and Travel Planning, focused on security,climate, sun protection, health and medical care, malaria, social, historical and geographical links; Transfer from airport to accommodation; Private Air Transfer, nationwide; A wide, complete range of accommodation establishments, from B&B/Guest House to luxurious lodges, villas or apartments; Car, motorcycle ( Harley- Davidson), Motorhome or modified camping 4x4 hire; Escorted, Guided Tours, Half or Full day sight-seeing Tours; Tailor Made Tours,Self/Drive Tours; Business Travel and Business Networking; English Schools; Team Building; Congress;

4 Incentive and Meeting events; Fam Trip organization; Off-the beaten track Tours, with experienced Guides; Small group scenic Flights; Hot Air Ballooning. Sea diving Charters; Luxury Rail packages; Adventure activities; Whale Watching and marine biology Tours; Cultural tours; Wine and food Tours; Botany, Bird-Watching, Scenic and Landscape Tours; Photo Workshop; Cruises; Astronomy Tours, exploring the southern skies. Since Unparalleled S.A. Tours plans to focus its efforts to offer people the way to set off and to immerse themselves in a real south african dimension, all the above mentioned services and arrangements are strictly tailor made. The value of Unparalleled S.A. Tours offering is its knowledge and ability to suggest suitable solutions, according to highest travel standards worldwide. Unparalleled S. A. Tours provides all its specialised and differentiated services as a full time operating system, working to achieve even more suitable results, inspiring customers to a new way of planning travels, as a new cultural, scenery and nature combined experience. OPPORTUNITIES South Africa enjoys the third-highest level of biodiversity in the world, and this remarkable richness is largely the result of the mix of tropical Mediterranean and temperate climates and habitats occurring in the country. There are several protected areas, as Scientific Reserves, Wilderness areas, National Parks and equivalent Nature Reserves. Many areas have been listed for World Heritage Site status by the International Union for the Conservation of Nature, enhancing opportunities for a new approach to this country and its natural kingdom. The South African population consists of several groups, with their own cultures and traditions, festivals, museums, music and dances. Travels in South Africa are an opportunity to enlighten people experiences; if the journey is planned correctly, precious leisure time brings contentment and expands horizons. There has never been a better time to visit South Africa than right now. In the aftermath of a social and political transformation, the country s economy is stable, and facilities for travellers and tourists are flourishing. The fastest growing segment of tourism in South Africa is ecological tourism (eco-tourism), which includes nature photography, birdwatching, botanical tours, hiking and mountaineering. Community tourism is becoming increasingly popular, with travellers wanting to experience the country in the many rural villages,meeting local communities,facing their culture, challenges, dreams and aspirations. TAILOR MADE ITINERARIES vs TOUR PACKAGES

5 Tailor made itinerary : a Tour Plan managed to comply with any item customers/clients usually include in their enquiry. ENQUIRY: Timing/Itinerary/Accommodation/Transport/Activities/Food/et cetera ADDITIONAL Requests: Specific Itineraries: Scenic Drives, Different Bio-Systems/ Local Communities Interaction Specific Accommodations (Location/Unusual Area/Extreme Land/Building Material/Top Tree/et cetera ) Medical Requirement PROFESSIONAL Requests: Journalists, Press Operators, NGO Operators, T.O., Fam Trips, Medicals, Fashion Operators, Advertising Operators, Professional Photographers, et cetera EMOTIONAL Requests Expected emotional, human, visual and cultural experiences. Tour Package: UNABLE to comply with all the items as mentioned above, because it is a standard proposal. NO UPDATED COUNTRY KNOWLEDGE is required. Tailor Made Tour Plan: ad hoc Tour Plan, managed and planned on a specific pool of items, including the emotional requests. VERY GOOD, UPDATED COUNTRY KNOWLEDGE IS REQUIRED. COUNTRY KNOWLEDGE : it must include updated physical, social, historical, economic and political knowledge, focused on the country updated geographical and logistic situation. Tailor made Itineraries managed by Unparalleled South African Tours: HISTORICAL and CULTURAL TOURS (Human Kind Itineraries, San itineraries, Geographic Discovery Itineraries, Anglo-Boer War Itineraries, Apartheid Itineraries, Cultural itineraries along South Africa and Southern Namibia/ South Africa and Mozambique, et cetera); BOTANICAL TOURS (West Coast Itineraries, Fynbos Itineraries, Succulent Plant Itineraries, Namaqua and Northern Cape Itineraries, Marine Forest Itineraries, Semi-arid Itineraries, et cetera); MARINE BIOLOGY TOURS (Whale Itineraries, Shark/Dolphin Itineraries, Maputaland Itineraries, Turtles Itineraries, et cetera); COASTAL TOURS (From Southern Namibia, along the West Coast/ towards Garden Route, The Wild Coast itineraries, et cetera); SPECIFIC AREA TOURS (Wetland, Desert, Great Karoo, Swartland, Cape Winelands, Kgalagadi, Isimangaliso Itineraries, Mountain Hiking Itineraries, et cetera); PROFESSIONAL TOURS (Professional Photography Workshops, Advert. Locations Support, Organic Architecture itineraries, Landscape Architecture, Urban Planning

6 Itineraries, Mining and Diamond Operators Support, Medical and Community Congress, Travelling Journalism Support, Sport Operator Support et cetera). EXTREME ADVENTURE TOURS (Skydiving Itineraries, Hot Air Balloning Itineraries, Kayaking itineraries, Free Climbing itineraries, Horse Back Safari, et cetera). LANDSCAPE TOURS (Scenic Itineraries in Cities, Towns, along scenic drives, in deserts as well as bush, tailor-made Safaris et cetera). Aloe Tree and the floreal season in Namaqualand, Northern Cape, South Africa Gemsbok, Kgalagadi Transfrontier Park, South Africa

7 Wildebeests, Kgalagadi Transfrontier Park, South Africa TRAVELLING AS A MENTAL CHOICE, A LIFE S CHANGE Hunting Lioness, Kgalagadi Transfrontier Park, South Africa

8 TRAVELLING in SOUTH AFRICA as A GREAT, UNFORGETTABLE, ONCE IN A LIFETIME EMOTIONAL EXPERIENCE WHY SOUTH AFRICA? Travel as a multiple experience, differently worldwide perceived (country history, social/economic situation, internal focus): EU (H) UK (H) USA (H) SOUTH AMERICA (M) INDIA (L) AUSTRALIA (M) WILD and FREEDOM as main trigger-effects: EU (H) UK (H) USA (H) SOUTH AMERICA (M) INDIA (L) AUSTRALIA (M) TOP REQUESTED ITEMS: SCENIC LANDSCAPES: Worldwide ONE WORLD IN ONE COUNTRY (MULTIPLE SCENERIES): Worldwide WILD ANIMALS & SAFARIS: Worldwide OFF THE BEATEN TRACK ITINERARIES: USA, UK, AU MARINE BIOLOGY (Whales): Worldwide ADVENTURE TOURS (Hot Air ballooning, Flight Tours): USA, AU PEOPLE and RECENT HISTORY (Apartheid itineraries, countrywide): EU, USA SA as CRADLE OF THE HUMANKIND (Humankind itineraries, countrywide): EU, USA SOUTHERN SKY STAR GAZING: EU, UK. DIRECT ENQUIRY VS INTERMEDIARIES DIRECT ENQUIRY (>% Tailor-made score) CUSTOMER ENQUIRY (DETAILS, MOTIVATION, KEY WORDS, EXPECTATION) CUSTOMER ENQUIRY PROCESSING RECALL (for any further detail) PROVISIONAL PROPOSALS DRAFTS FINAL QUOTED PROPOSAL

9 WORLDWIDE TAILOR MADE FOCUS: EU: highly focused UK: highly focused USA: medium focused SOUTH AMERICA: min. focused INDIA: med/min. focused AUSTRALIA: highly focused RETAILER, INTERMEDIARIES ENQUIRY (>% Tailor made score) CHECK LIST (DETAILS, MOTIVATION, KEY WORDS, EXPECTATION) RETAILER ENQUIRY PROCESSING RECALL (for any further detail) RETAILER/FINAL CUSTOMER RELATIONSHIP PROVISIONAL PROPOSALS DRAFTS FINAL QUOTED PROPOSAL WORLDWIDE TAILOR MADE FOCUS: EU: medium focused UK: medium focused USA: medium focused SOUTH AMERICA: min/0 focused INDIA: min/0 focused AUSTRALIA: medium focused Unparalleled South African Tours TOP GENERATING MARKETS (Updated Sept. 2010): EU: 23% * USA: 40%* UK: 12% INDIA: 5% SOUTH AMERICA: 8% AUSTRALIA: 7% OTHER: 5% *USA East Coast: 60% *USA West Coast:40% DEMOGRAPHIC & SOCIAL SEGMENTATION (BUSINESS TRAVEL EXCLUDED): Young Adults (18-30): 15% Adult (30-55): 40% Family with Children (25-50):10% Mature Market (55-65): 25% Retired (over 65): 10% Upper-Middle class:65% Frequent Travellers: 70%

10 Leisure: 88% Business Travel: 12% TOURISM SECTORS: LEISURE TRAVEL: 75% (Safari included) BUSINESS TRAVEL: 9% CULTURAL TRAVEL: 4% WINE & FOOD TRAVEL: 2% ADVENTURE TRAVEL: 8% OTHER (Sport, NGO): 2% Due to huge, global financial and economic slowdown (2008/2009/2010), a significant decrease in Business Travel is daily recorded. On-line booking is also considered a common cause in Business Travel traditional booking decreasing (anyway, no significant decrease has occurred among the tailor made services core, at the moment). Wandering Lion, Kgalagadi Transfrontier Park, South Africa

11 MARKETING KEY-POINTS: Dancing Whale, Gansbaai, Western Cape (South Africa) NATION BRANDING & COUNTRY-OF-ORIGIN EFFECT BRAND IMAGE & AWARENESS BRAND BENEFITS MARKETING STRATEGY MARKETING POSITIONING & COMPETITIVE ADVANTAGES: Unparalleled South African Tours as a COMPANY COMMITED TO A SPECIFIC TARGET MARKET, wishing to experience: Tailor-made travel services (options/ideas/solutions/experiences) Education & Knowledge about South Africa Wild-linked Emotional Items, Landscape-linked Emotional Items, Taste linked Items (Wine, Food, Traditional Itineraries). Markets TARGETING: FIT SELECTED TRAVEL AGENCIES AND OTHER INTERMEDIARIES SELECTED OVERSEAS TOUR OPERATORS AND TOUR BROKERS OVERSEAS LOCAL AUTHORITIES

12 ACADEMIC INSTITUTIONS TRAVELLERS ASSOCIATIONS CORPORATIONS OPERATIONAL INTEGRITY and GOOD GOVERNANCE Contracts/AnsweringTiming/Recalls/Details/Maps&Descriptions/ 24 h Availability/Invoicing and Admin. Operations/Loyalty/ TAILOR MADE PHILOSOPHY Strict Enquiry Processing Scenic/Integrated Itineraries: Ocean/Desert/Mountain/Seasonal-Related Itineraries/ Contrast Itineraries / Different Areas and Multiple Bio-Eco Systems Itineraries/ Focused itineraries : Coastal Itineraries / Semi-Arid Itineraries (Great Karoo), Off the beaten track Itineraries, Mines itineraries/ Bike, Air/Local Communities Itineraries). Thematic Itineraries (Historical, Botanical, Marine Biology, Festival-Linked, Protected Area-Linked, Endangered fauna Species Linked). The specific marketing strategy, as above, must be communicated worldwide as follows: PROFESSIONAL, SKILLED SALE MANAGERS COMMUNITY & SOCIAL NETWORK CULTURAL, NATURE-LINKED AND TRAVELLING INSTITUTIONS FOREIGN TOURISM AUTHORITY SPECIALIZED TRAVEL MAGAZINE & PUBLICATIONS Clouds, Overberg, Western Cape (South Africa)

13 Unparalleled SA Tours MANAGEMENT STRATEGY and IDENTITY: Corporate Culture Highlights: One-core Philosophy. Company Vision & Mission. Strategy : building a Brand Identity. Brand Image and Brand Benefits. H.R.: the Company Added Value. Valued staff: the company reliability. Valued staff: the company wealth predictability. Staff Education and Selection Staff Continue Education Travel Company as a Specialized Information Provider Travel company as a Specialized Communication Provider Multiple problem-solving and operational decision- making staff culture Follow-up oriented weekly meetings. Clear Objectives setting: Expected results, Tour Goals, Achieving. What the customer is going to achieve and what the company is able to provide him (company mission compliance is compulsory): Specific itinerary; Adventure, Cultural, Natural, Seasonal specific Experience; Expected Added-Value (visual, human, psychological, emotional); Price; Connections between EMOTIONAL and OPERATIONAL achievements: location/budget/season/itinerary timing/wild vs. comfortable. Intermediaries communication: misunderstanding/wrong informations When the outcome must be achieved; How to provide the best services/options/solutions as soon as possible; How can the managers help in removing the roadblocks, dealing with the operational staff. Early Follow up and Feed-Back processing: Information Discussing during the service processing: Monday Weekly Planning : targets, problems priority, delegating, problem ranking: Enquiries processing management, complex itineraries and demands, technical problems, operational problems, admin & financial problems, timing.

14 Friday Weekly Planning : follow up, feed-back analysis, evaluation, back-up lanes. Worked out targets/not Worked out targets: how to do the best, how to fix the problems. Nothing to do? Sorry, we usually do the best : it doesn t work successfully. Please, let s try again and achieve it shortly. It is due. Weak Points: Formal/Informal Feed-Back: try to read it correctly. Customer related/no customer related; Suppliers related; Communication related; Fighting Springboks, Kgalagadi Transfrontier Park, South Africa Late Follow-up and Final Analysis: Services and related outcomes discussed on a segment/area//group/ basis. Weak points linked to: 1)The Marketing Strategy; 2)The Enquiry Processing; 3)The Tour Plan building; 4)The Tour Plan communication; 5)The company/customer Relationship; 6)The extended, further travel Intermediaries; 7)The services provided by affiliate Suppliers; 8)Any external, unpredictable accident (no relevant mistakes inside the company). 9)The customer final perception. Weak points due to: 1)Company internal technical misunderstanding ;

15 2)Low profile team job; 3)No sinergy between operational staff and management. False Bay, Western Cape, South Africa COMPANY CONTROL JOB DESIGN (Responsibility): focus on New Product Designers. RELATIONS REPORTING DEPARTMENTALISATION COORDINATION MANAGEMENT PROCESS CONTROLLING PERFORMANCE MEASURING CONTROL: INFORMATION RESOURCES/FINANCIAL RESOURCES/H.R. INNOVATION: Techical Innovation Vs. Cultural Innovation COMPANY INNOVATION CONTROL as CUSTOMER LOYALTY FOLLOW UP IT Level: INNOVATION as INFORMATION TECHNOLOGY (Customer & Market Control) INNOVATION as VIRTUAL IMAGING MANAGEMENT (Marketing Empowerment) INNOVATION as TRAVELLER TOOL KIT (GPS, Maps, Live itinerary ) Communication Level: INNOVATION as SOCIAL NETWORK COMMUNICATION (Facebook, Twitter) Strategical Level: INNOVATION as CORPORATE VISION & CULTURE Management & Delivery: R&D Research & Development in a small Tourism Company Strategical Informations up-to-date, Management & Delivery;

16 Logistic + Emotional Informations, Management & Delivery: Logistical proposals / Optional proposals / Emotional Proposals Customer Commitment Programme : Update & Staff Training; Key product analysis; Higher value customer segment repositioning. Great Karoo, Western Cape South Africa Customer Satisfaction Analysis The customer, once came back home, is provided with a questionary and asked to describe His/Her travel experience in terms of EMOTIONAL and TECHNICAL perceptions, as follows: He/She initially considers and fills up 25 items (multiple answers):

17 GENERAL TIMING COURTESY IN ANSWERING TIMING IN ANSWERING TIMING IN RECALLING TIMING IN PROVIDING THE FINAL TOUR PLAN TIMING IN MANAGING EMERGENCIES/EXTRAS TRANSFERS TIMING AND COMFORT TOUR GUIDE COURTESY TOUR GUIDE ABILITY AND SKILLS ITINERARIES (suitable as expected) ACCOMMODATION (LOCATION) ACCOMMODATION (COMFORT) ACCOMMODATION (SERVICE and FACILITIES) FOOD and WINE TASTING SCENIC, LANDSCAPE EXPERIENCE WILD EXPERIENCE EMOTIONAL, HUMAN EXPERIENCE CULTURAL EXPERIENCE LEISURE EXPERIENCE ADVENTURE EXPERIENCE PEOPLE and LOCAL COMMUNITY INTERACTION (EXPERIENCE) TRAVEL PERCEPTION AS A SYNESTHESIA (MULTIPLE PERCEPTIONS) WILL TO VISIT AGAIN SOUTH AFRICA (OR SOUTHERN AFRICA) WILL TO VISIT DIFFERENT PARTS OF SOUTH AFRICA GENERAL LEVEL OF SATISFACTION. Where 1 is VERY GOOD 2 is GOOD 3 is NEUTRAL 4 Is BAD After that, a short, personal description is requested, in order for Him/Her to explain and motivate the answers as provided. All the items are processed and considered separately, then as a part of a global feed back, in order to obtain reliable results.

18 Camps Bay, Western Cape, South Africa Little Karoo, Western Cape, South Africa

19 It is thanks to Prof. Vania Vigolo who kindly welcomes us at this class!