Taking Guest Satisfaction into the 21st Century

Getting feedback from guests is widely recognised as being one of the most valuable tools in helping to maintain service standards in the hospitality industry. Accommodation providers at all levels need to know how customers rate their service, the quality of their rooms and whether expectations are being met, and thanks to the advent of the digital revolution the methods used to accurately canvass guests has gotten much easier.

Gone are the days of printed customer survey forms and blunt pencils in every room – the 21st Century way of asking for feedback is instant and integrated, thanks to Diversified Technologies (DivTech) and its eGuestSurv Guest Satisfaction Managment System (eGuestSurv).

“Diversified Technologies is a Johannesburg-based information and communication technologies company which specialises in the provision of innovative and pioneering business solutions to the hospitality industry,” explains DivTech’s Eddie Scheun. “In developing eGuestSurv the company has found a way to fully automate the process of gathering guest feedback data while offering accommodation providers the chance to view results in real time, with system administrators receiving instant alerts and notifications of any low ratings or guest comments.”

Scheun says the process starts when eGuestSurv sends guests with email contact details an invitation to participate in an online survey. “Completed surveys are stored in the system where low rating alert and guest comment notification checks are performed before being sent via email to key staff members and administrators,” he says, adding that system updates happen instantaneously, and users and administrators are able to respond to guests immediately using a two-way messaging system, with all messages logged and viewable in the guest’s profile.

eGuestSurv’s real-time dynamics have helped it to rapidly become the guest satisfaction management system of choice for some of South and southern Africa’s top tourism brands, including Southern Sun, Fair City, Three Cities, An African Anthology, Maropeng, Lonrho Hotels and Signature Life Hotels. Renowned safari company Islands in Africa and Peermont Hotels, Casinos and Resorts have also recently taken the eGuestSurv option, as have Rani Resorts and Orion Hotels.

“We’ve been avid eGuestSurv supporters since December 2010,” says Michelle Abraham, head of marketing at Rani Resorts. “The system is very user friendly, and because our hotels are remotely located, it makes it so much easier for us to be able to obtain our guests’ feedback in a proactive and efficient manner.”

Jegie Padmanathan, Peermont Chief Operations Officer – Hotels, says that guest comments and feedback, including complaints, are of primary importance when trying to streamline and improve service delivery products.

“We had been looking for a service provider that could give us an all-in-one product with easy, instant, real time access to ratings, guest comments and reports, as well the ability to react, respond and give feedback to guests immediately and when Diversified Technologies offered eGuestSurv we jumped at the opportunity..

Since the roll out of eGuestSurv throughout our organization, our response time and ability to identify trends have increased exponentially, offering us the opportunity to develop and evolve the product to our unique, company requirements and possible future projects.” says Padmanathan.

With its unlimited access to survey results from an equally unlimited number of respondents, eGuestSurv is slowly revolutionising service standards reporting in the hospitality industry.

“It’s such a simple process to manage,” explains Scheun. “Both the problematic and poorly performing service areas and those which are exceeding expectations are quickly identified, and because you are able to incorporate eGuestSurv’s survey results into staff performance management programmes it assists greatly with skills development and training.”

Finally, eGuestSurv’s list of benefits is rounded off nicely by the fact that the system is completely paperless, with no need for printed guest feedback forms or lengthy print runs, making it environmentally friendly to boot!

For more information contact:

Claudia Sinclair

011 792 7488

claudia@divtech.co.za

www.divtech.co.za

The Marion on Nichol's new leading man - Trilok Bhunjun

The Marion on Nicol introduces her leading man, newly appointed General Manager, Trilok Bhunjun.  Born in Mauritius Trilok has been based in South Africa for over 20 years and has worked in most of our leading hotel chains.  This hotelier, who is passionate about the industry, is committed to delivering on The Marion on Nicol Boutique Hotel’s brand positioning and brand promise, whilst motivated to drive and empower staff, ensuring delivery of consistent standards and achievement of the bottom line without compromising service quality.

www.mariononnicol.co.za

Arik Air tours 747-8 Intercontinental and factory during trip to Seattle

Sir JIA Arumemi-Johnson, owner and chairman of Arik Air, was in Seattle last week to tour Boeing facilities and preview Boeing's newest and largest airplane -- the 747-8 Intercontinental.

"It was great to have a chance to come to Seattle to see the airplane in person," said Sir Johnson. "We've seen a lot of sales pitches, charts, and diagrams of the airplane lately, but there's no substitution for seeing the real thing -- it was an absolutely beautiful airplane."

During the visit to Seattle, Sir Johnson attended the premiere of the all-new airplane, received a program update and visited Boeing's other programs in the Puget Sound area.

"Being in Seattle and seeing the airplane and those who build it, we really got to feel the sense of pride from the Boeing team for the products they build every day," Sir Johnson said. "We look forward to continuing to work with Boeing to determine how this airplane might complement our current fleet and keep us a leader in aviation in Nigeria and across the continent."

The 747-8 Intercontinental is Boeing's newest and largest passenger airplane. The new high-capacity passenger airplane offers airlines the lowest operating costs and best economics of any large passenger airplane while providing enhanced environmental performance.

Rezidor Hotel Group adds to its awards tally

The Rezidor Hotel Group has been named the ‘Best Hotel Investment of the Year’ at the Africa Investor Tourism Investment Awards ceremony held at the Kruger National Park this week.

The awards honour the best in the African hospitality industry.

“It’s an honour to be recognised and rewarded in the industry,” says Andrew McLachlan, Rezidor Hotel Group’s vice president for Business Development in Africa and Indian Ocean Islands. “We will continue to strive to bring a strong portfolio of contemporary hospitality products to the market in the shape of attractive, high-performing hotels, restaurants and bars become well known across the African continent.”

The awards ceremony recognises achievements of various stakeholders within the tourism industry and it forms part of the Africa Investor Tourism and Infrastructure Investment Summit.

This award comes after last year’s Special Recognition Award presented to Rezidor’s President and CEO, Kurt Ritter, at the Hospitality Investment Conference Africa (HICA) held at Sandton in November, for his role in Rezidor’s African expansion.

The Rezidor Hotel Group is one of the world’s fastest growing hotel companies with the largest development pipeline in sub-Saharan Africa. It has two brands in South Africa, Radisson Blu and Park Inn by Radisson. Rezidor is scheduled to open eight hotels across Africa in 2011. Five Radisson Blu hotels and three Park Inn by Radisson hotels in Ethiopia, Nigeria, Mozambique, South Africa and Zambia.

Kenya Airways to acquire cargo freighter

Kenya Airways announced today that it is developing its cargo division further by boosting its cargo capacity. The airline is for the first time set to acquire one freighter and plans to increase the freighter fleet as business demands.

Speaking while opening the Africa Air Cargo Conference in Nairobi, Group Managing Director and CEO Dr Titus Naikuni said that the airline was sourcing for a cargo freighter to be in service by next financial year which starts in April 2011. 

He said that the airline had noted rising demand for cargo services from customers and was keen to support the growth in intra-Africa Cargo growth. “The freighter will be used for operations across Africa destinations.”

It is intended that the freighter will be available both to the wider Kenya Airways network as well as interline partners with regular intra-Africa traffic. He added that the freighter service will be complemented by capacity offered by wide-body aircraft already serving Lusaka, Lilongwe, Harare and Kinshasa routes.

The impending addition of the freighter follows the successful launch of a three times weekly 767-300 service to Rome. “We aim to increase our services to London to double-daily served by Boeing 777-200 as soon as slot availability permits at London Heathrow Airport. From April, we shall also be upgrading our daily Amsterdam service from 767-300 to 777-200 which affords greater cargo capacity,” he said.

This he said would not only take care of increased capacity for Passenger business but also increase the Cargo uptake to Europe.

Dr Naikuni added that International aviation analysts have predicted that air cargo to grow exponentially especially intra Africa and between Africa and Asia with Nairobi increasingly playing the role of a cargo hub for Africa.  He called for the expansion of cargo handling infrastructure particularly at the JKIA as well Kisumu and Moi international airports. 

“As Kenya Airways we have invested in cold room facilities to accommodate the growing horticultural export business. Our new Fast Flexible Fresh (FFF) facility is a 2500 meter square warehouse with the capacity to store between 90-100 pallets,” he added.

According to Kenya Airports Authority Airfreight, in 2010 exports at 196,000 Metrics Tons accounted for 86% of all cargo throughput with imports at 32,800 Metric Tons accounting for the remaining 14%. In 2010, perishables accounted for 85% of total exports and flowers in particular accounting for 41% of the total. Europe remains the destination of choice for Kenyan exports with 68% of total exports and the Middle East at 14%.

Perishables constitute the vast majority of exports from Kenya with flowers being the greatest contributor followed by fresh fruit and vegetables.   Africa in general remains a net importer with imports outstripping exports. JKIA is an exception in Africa in that its airfreight exports are greater than imports. However the potential for Airfreight is substantial.  GDPs of African countries are growing at impressive rates and investments in infrastructure as well as growth in consumer culture fuelled by increased purchasing power will translate can only translate into a brighter future for African Airfreight.

The Peninsula crowned Top SA Resort

The Peninsula All-Suite Hotel has been voted as the RCI Best Large Resort 2010 at the prestigious RCI Awards 2011.

This is the fourth year that the Peninsula All-Suite Hotel has received this acclaimed award, certifying itself once more as one of South Africa’s premier hotels.

“We take great pleasure in receiving the RCI Best Large Resort award once more. It affirms that our service standards are as high as ever and that we can look forward to yet another great year ahead”, says Peninsula All-Suite Hotel GM Chris Godenir.

 RCI represents an international timeshare exchange company and its annual “Oscars” awards celebrates  the companies’ valued club partners, developers, affiliated resorts, top timeshare sales professionals’ successes and acknowledges the important role they play in the Vacation Ownership Industry in Africa.

Situated along Cape Town’s Atlantic Seaboard, the Peninsula All Suite Hotel represents a landmark on the Platinum Mile of the Sea Point promenade. All 110 suites have full views of the Atlantic ocean and - from studios to luxury suites - all contain separate lounges, kitchens and balconies. Along with two restaurants, a Sauna and two swimming pools (one heated), the Hotel also provides wireless internet access, a Business Centre, complimentary Shuttle service within 8km radius and secure on-site parking.


www.threecities.co.za

Jet Airways clock up more and more awards

Johannesburg: Jet Airways, India’s premier airline which launched its Johannesburg-Mumbai route in April last year, has earned three prestigious awards in as many months.

These awards all recognize and honour the best in the airline and travel industry internationally and within India, and are added to a list of some one hundred accolades and prizes conferred on the airline since 1993.

Jet Airways has five flights per week between Johannesburg and Mumbai and in December last year was declared the ‘Airline with the Best Business Class Service in the World’ at the Business Traveller Awards 2010 in Los Angeles.

 “Clearly, Jet Airways is the best way to travel from South Africa to India,” says Rajiv Malhotra, General Manager of Jet Airways in South Africa. “There is no better business class service between Johannesburg and Mumbai.”

Renowned for the warmth and hospitality of its acclaimed in-flight service, a reflection of the high standards of the airline's rigorous in-flight training procedures, Jet Airways has emerged victorious over several of the world's leading airlines, and, over domestic airlines within India.

In early February, Jet Airways was selected as a Power Brand among leading corporate enterprises in India.

Says Malhotra: “Power Brands of India is a list of the top 200 brands of India and the award is constituted by Planman Marcom.”

In January, the airline was adjudged the winner of the coveted Customer and Brand Loyalty Award 2011 in the Domestic Commercial Airlines Sector for the fourth consecutive year, and on 13^th January, Jet Airways Group Chairman, Naresh Goyal, was  conferred the prestigious “Hall of Fame” Award at the Hotel Investment Forum India 2011 in Mumbai.

“This marked the first time that a non-hotelier was accorded the prominent award – certainly a departure from tradition by the Hotel Investment Forum India,” adds Malhotra.

The airline offers its Premiere (Business Class) guests a world-class in-flight product, including unique, herringbone-configured 180 degree-flat seats, superb in-flight entertainment, fine wines and an overwhelming selection of Indian and international cuisine.

Mr Sudheer Raghavan, Chief Commercial Officer, Jet Airways, says: “The Business Traveller Awards 2010 are widely respected across the tourism and trade industry and we were delighted to receive this international honour.

“At Jet Airways, we are committed to offering our guests the very best travel experience in the skies, and awards such as these stand testimony to the quality of our services and encourage us to further raise the bar in customer service excellence.”

Jet Airways currently operates a fleet of 95 aircraft, which includes 10 Boeing 777-300 ER aircraft, 12 Airbus A330-200 aircraft, 55 next generation Boeing 737-700/800/900 aircraft and 18 modern ATR 72-500 turboprop aircraft.

With an average fleet age of 4.97 years, the airline has one of the youngest aircraft fleets in the world.

Flights to 71 destinations span the length and breadth of India and beyond, including New York (both JFK and Newark), Toronto, Brussels, London (Heathrow), Milan, Johannesburg, Hong Kong, Singapore, Kuala Lumpur, Colombo, Bangkok, Kathmandu, Dhaka, Kuwait, Bahrain, Muscat, Doha, Abu Dhabi, Dubai, Jeddah, Sharjah, Riyadh and Dammam.

A warm Jozi welcome for Meetings Africa

With Meetings Africa, the country’s premier business tourism lekgotla, set to take place in the City of Johannesburg from 21 – 23 February, Joburg Tourism Company (JTC) - together with bid partners SA Tourism (SAT) and the Sandton Convention Centre (SCC) – is optimistic that this year the expo will exceed expectations.

“This year we anticipate welcoming an increased number of exhibitors, media, visitors and  100 international hosted buyers to the expo;  we look forward to showcasing our City in line with our “Rediscover Joburg” destination activation campaign, says Lindiwe Kwele, Joburg Tourism Company CEO. 

Meetings Africa is a  top priority for the Johannesburg Convention & Events Bureau - a division of JTC – which remains focused on aggressively promoting the City as a leading global destination for business tourism, as it is a key driver for economic growth and development.

“The action in Joburg certainly never stops and  hosting a successful  World Cup spectacle has been a defining moment for us,” says Kwele. “Joburg took centre-stage with great acclaim - we really excelled at showing all our guests a fabulous time Jozi-style. Indeed, there’s been a positive paradigm shift for our city when it comes to perceptions of everything from lifestyle appeal to safety and security.”

“Now it’s incumbent on us to seize the opportunity to maintain the momentum and continue showcasing Joburg as never before in the face of increased overseas media interest and positive perceptions. What’s more, the World Cup has left us with a legacy of not only improved infrastructure and unique transport features (like the high speed Gautrain and the Rea Vaya Bus Rapid Transit system) , but increased hotel inventory and spectacular stadiums we need to fill.”

Johannesburg, also known as Joburg,  Jozi or Egoli  (“Place of Gold”),  is the economic powerhouse of Africa, and gateway to many parts of the world.  Over 55 international airlines link the city to major centres worldwide, making Johannesburg one of the most accessible centres on the continent. 

One of Johannesburg’s major competitive advantages is its international recognition as the business and commercial capital of the African continent.  Given its accessibility by air (55 international airlines fly in to Joburg) that 75% of corporate headquarters are based in the city, and being the only city in South Africa that boasts four of the venues capable of hosting more than 5000 delegates – Johannesburg’s success as a tourism destination pivots on business.

“Joburg is Open for Business – and we have the capacity to host events across a spectrum of size, scope and price.  Our conventions bureau & events team is also primed to assist with supplying all the necessary  advice and support services relating to meetings, conventions, exhibitions and incentives”, says Kwele.

“Johannesburg is a versatile business and mega-events destination, capable of handing a vast array of events -  from small meetings to massive international gatherings, conventions, concerts and sports tournaments.  When people think events, they should think Joburg!”

The City’s illustrious track record for hosting significant international events is lengthy and includes the World Summit on Sustainable Development (2002), as well as more recently, Soccerex, the 60th FIFA Congress, the World Sports Destination Expo, the 26^th International Pediatric Association Congress and the 23^rd Colloquium for African Geology.  Forthcoming international meetings and events secured include International Small Business Congress in 2012 and the 4^th World Conference on Doping in 2013.

Now proudly taking its place as Africa’s second largest city, Joburg is growing at an unprecedented rate – constantly and continuously transforming itself. It’s seen not only as the economic hub of the Continent, but also as offering a plethora of cultural, leisure, sporting, fashion and lifestyle activities that is fast making us the leading destination for both leisure and business tourists. Joburg’s legendary shopping, dining, entertainment and nightlife is complimented by fabulous weather as well as an astonishing array of facilities like spectacular golf courses, gyms, spa’s, wellness centres which add to its appeal as a destination

Celebrating the Air France A380 one year anniversary in South Africa

On the 18th of February 2010, Air France made aviation history with the arrival of the world’s largest airliner, the Airbus A380 at O.R. Tambo Airport. Travelling over 13,000 km from Paris to Johannesburg, with a maximum capacity of 538 passengers, Air France was the first European carrier to operate this Super Jumbo and the first airline worldwide, to offer flights between Europe and South Africa with this aircraft.

This is our birthday gift to you!

In celebration of the one year anniversary of the A380 on the Johannesburg-Paris route, Air France will reimburse 380 Rand per passenger for every booking made and ticketed online at http://www.airfrance.co.za on the 18th of February 2011.

What makes this aircraft so special?

• Enjoy more comfort and space, whichever cabin they are travelling in: La Première on the main deck (9 seats), the Affaires-Business cabin on the upper deck (80 seats) and the Voyageur-Economy cabin, located on both decks (449 seats including 106 on the upper deck).With 50% more floor space than a 747.
• On board, Air France has designed everything so that passengers on this Superjumbo aircraft enjoy a moment of well-being, in a quiet and particularly soothing cabin with noise levels which are 5 decibels lower than industry standards.
• The colour schemes and lighting have been chosen to make the atmosphere as relaxed as possible.

• The gallery area, the six bars located in all cabins and the stairs connecting the two decks remind us of travel on the large transatlantic ocean liners, geared towards relaxation and conviviality, with an added Air France touch.

• Wherever you look - the winding stairs, the stylish curves of the gallery or the starry lights at the bars - a feeling of relaxation and peace emerges.

We are looking forward to welcoming you on board to experience our state of the art product which flies daily to Paris, allowing you to connect to any destination in the Air France KLM network.

For more information, rules and conditions view www.airfrance.co.za

Holiday Inn Express walks away with global honors in the budget travel market

The annual 2010 World Travel Awards took place in London recently  and Holiday Inn Express walked away with the prestigious accolade for the “World’s Leading Budget Hotel Brand.”

 “This is a great recognition of an incredibly powerful and trusted global brand and we are proud that our local properties are regarded as some of the best in the world.  We continue to seek opportunities for expansion of the brand in South Africa." said Gavin Watson, Managing Director of ISO Leisure Hotels (Pty) Ltd, the management company for Holiday Inn Express South Africa. 

Holiday Inn Express is a fresh, clean, uncomplicated hotel choice, offering comfortable and affordable hotel accommodation for both business and leisure travelers. This is the fastest growing global brand in the industry and there are currently 5 properties in major South African business hubs. 

“Our South African hotels were some of the first to take part in a $1 billion global re-launch of the Holiday Inn brand family, announced by InterContinental Hotels Group (IHG) in 2007.  The aim of the re-launch was to create a more contemporary brand image, increase quality and drive consistency across over 3,300 hotels around the world.  It is clear, from this award that this has been successful.  Gone is the brand South Africans remember from the 80’s – this is a new era of modern, affordable hotels.” says Sandra Boome, National Marketing Manager.

The re-launch included features such as new bedding (guests can select their pillows from a choice of firm or soft), upgraded showers and amenities and a redesigned, modern logo.   

News from SWISS

BUSINESS TRAVELLER AWARDS: SWISS RANKED TOP AGAIN

SWISS has again earned several distinctions in this year’s Business Traveller Awards. The readers of the German-based business travel magazine named the carrier ‘Best Airline for North & South America’. SWISS further garnered the ‘Best Business Class’ distinction on the same routes. The airline also triumphed closer to home, where it was declared ‘Best Airline for Europe’ for the fifth consecutive year.

SWISS clearly leaves its competitors behind on its European and North and South American routes – not just in terms of its seat pitch and overall cabin comfort, but also with its service on board and on the ground, for which the carrier secured a further number-one spot in the latest Business Traveller Awards.

NEW BUSINESS CLASS SOON IN ALL AIRBUS A340

After the successful introduction of the new SWISS Business Class on the Airbus A340 to San Francisco, Boston, Hong Kong, Los Angeles and Johannesburg, SWISS customers will soon benefit from this new level of comfort on further routes: Shanghai (from mid-March), São Paulo and Miami (in stages from late March, Miami partly on A330-300), Tokyo (from late April), Bangkok (in stages from June), Cairo (from July) and Tel Aviv (from late July). All 15 aircraft of this type will be equipped with the new SWISS Business by mid-2011.

FREQUENCY INCREASE FOR CAMEROON

With the addition of a fourth flight on Saturdays as of the new summer timetable, Douala and Yaoundé will be served four times weekly (-2-4-6-7), in codeshare with Lufthansa and Brussels Airlines (SN). SWISS will continue to codeshare with SN flights to Douala (1/3/6) and Yaoundé (2/5), thus offering daily services to/from Cameroon.

Lufthansa A380 now daily from Johannesburg

Airline adds a further 1100 seats on the South Africa route

Lufthansa German Airlines is increasing their capacity between South Africa and Germany by almost 1100 seats per week as from 15 February this year.  By stocking up from five operations to daily Airbus A380 on the Johannesburg to Frankfurt route, the airline is effectively boosting their capacity by a further 20%.

Since the introduction of the A380 to South Africa last year, Lufthansa have increased their capacity by an impressive 3850 seats per week.

“Passengers on board our brand new flagship the A380 are experiencing a new dimension in flying,” says Axel Simon, Director Southern Africa for Lufthansa German Airlines and Swiss International Air Lines. He adds “this aircraft is equipped with the most modern service classes the Lufthansa fleet has to offer providing increased comfort in an impressively spacious cabin.” 

Lufthansa launched its newly developed First Class with the delivery of its Airbus A380.  The world’s largest and most modern commercial aircraft promises relaxed and comfortable travel and that not only in First Class.  In Business and Economy Class, Lufthansa also offers the highest level of passenger comfort.  The generous proportions of the cabin alone create a feeling of spaciousness.

First Class passengers have an extraordinary amount of space. In the cabin, overhead bins were omitted in order to provide more headroom. Instead, each passenger has an individual closet, which is lockable, in addition to the generous storage facilities around the seat.

Instead of just a washroom with a lavatory, First Class passengers will find a luxurious bathroom with wash and changing areas separated from the lavatory area. The room is well- equipped with various bath amenities and provides plenty of space to move around in.

Passengers travelling in Lufthansa’s successful Business Class on the A380 enjoy the recognised benefits of a seat that converts into a comfortable, two meter long bed. Compared with the previous Business Class cabin, functionality and user-friendliness have been further improved. A new control console for the in-flight entertainment system has been installed. Larger luggage bins provide passengers with more storage space.

A newly developed seat has been installed in Economy Class – as in First Class. In cooperation with internationally renowned designers and ergonomics experts, Lufthansa is offering passengers in Economy Class a maximum amount of space. The optimal ergonomic design and seat structure with the slimmer seat backs gives the passengers more space and comfort. The new seat concept provides passengers with an additional five centimeters of personal space and as well as more legroom at knee level.

The varied in-flight entertainment programme, which can be accessed via a personal monitor, caters to all interests. Passengers can choose from a wide selection of the latest feature films, a range of international music and radio channels, and a current TV programme. New kids’ channels have been introduced, with a varied programme for young passengers and a multi-player game mode. The 3D game graphics, which are controlled with an external game controller, provide a special highlight. In all travel classes on the A380, the popular service information about the flight, the route and the flight position can be viewed as a 3D animation. Moreover, external video cameras will be used for the first time. Among other things, they will transmit pictures taken from the tailfin perspective to passengers’ individual monitors.

The A380 has a total of 526 seats, including eight in First Class, 98 in Business Class and 420 in Economy Class.

 

Lufthansa flies daily between Johannesburg and Frankfurt departing 19h50 arriving the following day at 05h25.  The flight returns at 22h40 arriving in Johannesburg at 10h15.  During South Africa’s summer season an additional daily non-stop schedule is operated between Cape Town and Frankfurt for a five months period ending March 2011. Here the flight departs at 19h00 arriving the next day in Germany at 05h40.  The return leaves at 22h50 and arriving in the mother city the following day at 10h55.

As Frankfurt is located in the heart of Europe and for this reason traveling via the airport is ideal for connecting passengers.  A mere 45 minutes are required to connect to one of 197 destinations in 85 countries. 

Your Africa appoints new contracting consultant for Expedia

Your Africa, a division of Tourvest Destination Management, is proud to announce the appointment of Carmen King as contracting consultant exclusively for Expedia, the world's largest online travel agency.  This strategic appointment is made with the objective to grow the account capitalising on Carmen’s hands-on experience having worked with Expedia in Melbourne, Australia for the past year.   

Carmen is South African born, but has lived in Australia since she was 6 years old. Having completed her schooling in Australia, her family moved back to South Africa where in 2007 she was able to complete an international travel diploma at Damelin.  Relocating back to Australia in 2010 gave her the opportunity to work at Expedia as a tour consultant, providing support for customers worldwide.

Carmen’s role within Your Africa will be solely to provide Expedia with updated accommodation product offerings, rates, availability and ground logistics.  "My role at Expedia Australia involved high product knowledge for destinations worldwide, in order to provide the best customer service in all aspects of tourism, " said Ms King.  ““I believe this experience will stand me in good stead for my new position and I look forward to the challenges that lie ahead.”

"Carmen is the perfect candidate for this position, as she has a clear understanding of the customer's needs, how Expedia as a company operates and how we as Your Africa can best add value to them and their affiliated sites and companies, says Monika Iuel, Sales & Marketing Director, Your Africa.

New appointments at Tourvest Destination Management:

Seventeen years of total commitment and dedication to Welcome Tourism Services, well known travel personality Felicity Vieira has watched the company grow from a fledging business in South Africa’s incoming tour operating industry to the largest and most successful business unit within Tourvest Destination Management’s portfolio today, handling in the region of 18 000 in-bound tourists since 2006.  Employed initially as Sales Manager, she was soon appointed to Divisional Director of developing markets, thereafter Marketing and Sales Director, and then Marketing and Business development Director.

“It comes as no surprise our decision to promote Felicity to Product & Marketing Director and welcome her to Tourvest Destination Management’s Board of Directors.  It is a position that is well deserved.’ says CEO and mentor Martin Wiest.

This new appointment comes at a time when Bryan Coetzee, has recently been appointed as COO for Tourvest Destination Management’s new business division focusing on Sports Tourism and MICE business.  Part of Felicity’s new responsibilities will include procurement of product for Tourvest Destination Management’s four business units, namely Welcome Tourism Services, Your Africa, Focus Tours, and SST, thereby fulfilling a role-play previously managed by Coetzee.

Felicity’s departure from Welcome Tourism Services will without doubt be felt, especially by WTS’s all girl’s management team, Nelita Ferreria and Sabine Blehle who took over the reins of this dynamic company when Martin Botha moved up the ladder to being COO of Tourvest Destination Management.

“Although we will miss Felicity’s invaluable experience in the daily running of the company, the reality is that her professionalism will be felt at a much higher level, which ultimately will be beneficial to us all, our clients included”, comments Sabine Blehle, WTS’s Sales Director.

Felicity, known as ‘Felix’ to all, celebrated being the winner of the prestigious  ‘CEO’s Award’ at Tourvest Destination Management’s annual staff awards party held at the Sandton Sun a few weeks ago, she also recently gave birth to her second son, Mitchel, a brother for Oliver (3 years old).

Jet Airways accorded Powerbrand status

Jet Airways, India’s premier international airline, has been selected as a Power Brand among leading corporate enterprises in India. The airline was conferred this award at a glittering ceremony in New Delhi on Friday, February 4th, 2011.

Jet Airways launched its Johannesburg-Mumbai route in April last year, and the airline is fast becoming the airline of choice for South African business people as well as Visitors, Friends and Relatives (VFR) in South Africa who travel to India.

POWERBRANDS of India is a list of the top 200 brands of India. The listing is an outcome of perception based survey conducted by ICMR along with the IIPM. The parameters are based on high recall value, brand awareness, brand image and perception, brand performance and brand association. This award has been constituted by Planman Marcom.

Sudheer Raghavan, Chief Commercial Officer, Jet Airways said: “This recognition for Jet Airways as an Indian POWERBRAND is a testimony of the growing emergence of our airline, as the preferred choice for guests travelling to and from the Indian subcontinent. This award holds special significance as it is an endorsement by our discerning customers. Jet Airways is committed to delivering truly world class service and has worked to continually to enhance the excellent in-flight product and service on all our flights. We will persist in our endeavor to exceed customer expectations and create benchmarks in service standards for others to follow.”