grading framework ppt

Day 1 (AM)

  9:00 – 9:30 Introduction/remarks: RETOSA, COMSEC, Participants

  9:30 – 9:40 Workshop Objectives and Expected Outcomes

  9:40 – 10:00 Project Progress

  10:30 – 10:40 Objectives/Purpose of Harmonization Framework

  10:40 – 11:00 Transition from Voluntary to Mandatory System

  11:00 – 11:30 Open Plenary

  11:30 – 12:00 Environmental and Social Responsibility

  12:00– 12:15 Universal Access

  12:15 – 12:45 Open Plenary

Day 1 (PM)

  13:45 – 14:15 Assessor/Auditor/Inspector Training   14:15 – 14:45 Open Plenary   14:45 – 15:15 Consumer Feedback Mechanism   15:15 – 15:30 Open Plenary   16:45 - 16:15 Funding   16:15 - 16:45 Management Responsibilities of Retosa   16:45 – 17:00 Roles of National Organizations   17:00 – 17:30 Open Plenary

  9:00 – 9:15 Recap of Previous Day’s Deliberations

  9:15 – 10:45 Marketing of Harmonized System

  10:45 – 11:00 Open Plenary

  11:15 – 11:45 Benchmarking

  11:45 – 12:00 Open Plenary

  12:00 – 12:50 Proposed Guidelines and Standards

  12:50 – 13:00 Guidelines for Group Work

Day 2 (PM)

  14:00 – 15:00 Group Work

  15:00 – 16:30 Groups Report Back

  16:30 – 17:00 Action Plan

  17:00 – 17:30 Way Forward

Close of Workshop

A harmonized accommodation rating scheme is one in which SADC accommodation facilities of the same type or category (e.g., hotels, resorts, lodges, inns, campgrounds, etc.) are conventionally separated into classes [e.g. stars] or grades according to their common physical service and environmental responsibility and UA characteristics as established at government, industry or other private levels.

Framework purpose

 To provide a structure and a blueprint that both responds to issues affecting harmonization as well as

 Outlines a 3-year time frame (2012, 2013, 2014) and cost estimates to launch the RETOSA harmonized grading scheme in 2015

Framework Objectives

  Define management structure of harmonized system   specific role of RETOSA and member nation stakeholders

  Identify of the requirements to ensure continued buy-in and support from the member nations

  Present an assessment of the opportunities for a mandatory versus a voluntary system

  Determine how the harmonized system can be used to promote southern Africa in the international marketplace and within the region

  Identify conditions for integrating responsible tourism and universal accessibility into the harmonized accommodation rating scheme

Framework Objectives

  Describe current professional auditor availability, longer-term needs and training requirements

  Propose a consumer feedback mechanism to ensure ongoing improvements of the scheme

  Present select international benchmarks that support the overall structure for national and regional harmonized grading schemes

  Identify funding sources and requirements to complete the harmonized scheme by 2015

  Present an action plan that identifies the activities of RETOSA and the various member nation stakeholders

Framework Development Process

From Voluntary to Mandatory

  Definite preference for MANDATORY

  Current mix   Current Voluntary   Developing Mandatory and Voluntary   Mandatory

  Staging progression from completely voluntary to mandatory within a realistic timeframe (3 years)

  Phase 1: 2012-2013: Mostly Voluntary Systems   New system   Enables opportunity for government support (e.g. Mauritius)   Adequate time for facility upgrades (Malawi, Mozambique)

  Phase 2: 2013 – 2014 Voluntary with a proviso   Only graded facilities receive government support

  Phase 3: 2014-2015 All Mandatory Systems   Feedback mechanism in place   Government/RETOSA Marketing support

A Staged Approach

• All business prepared to opt in or out. No restrictions

• Government support to upgrade facilities in advance of mandatory system

VOLUNTARY

• No unaudited rating allowed

• No government support for unaudited facilities

• Assistance to improve facilities

VOLUNTARY with proviso • Assistance to

implement standards • Feedback Mechanism

in place • Government support for

marketing

MANDATORY

  All authorities responsible for national accommodation rating will enter into a three-phase program,   Advance each national program to mandatory status

by 2015 or sooner

  RETOSA responsible for coaching and ensuring that all member states respect the proposed timeline

  Technical assistance (architect, interior designers, engineering services) provided to accommodation suppliers to meet requirements

Environmental and Social Responsibility

  Sustainability, poverty alleviation, fair trade practices and environmentally friendly tourism’ = Responsible Tourism

  Source of standards:   Global Sustainable Tourism Criteria (GSTC),   The Botswana Green and Ecotourism Certification

standards   Principles of Responsible Tourism as defined by the SABS

Standards Division in Pretoria   Fair-trade in Tourism South Africa


  Environmental Policy and Visitor Code of Conduct

  Energy conservation plan; CO2 emissions reduction (20% by 2015)

  Water Conservation and water recycling plan :   low flow restrictors, leakage reduction, drip irrigation

  Waste Management and Reduction   (recycling, recycled materials, composting, concentrates)

  Regular Environmental Audits   (water, fuel and electricity, purchasing, community relations)


  Ensure that local community residents benefit from tourism   training, jobs and support for small businesses

  Maintain and encourage natural, economic, social cultural and diversity and demonstrate sensitive behavior and respect for local culture

  Support for local arts and handcraft (exhibition and sales)

  Financial and in-kind support for community-based and environmental project


  Responsible Purchasing policy: bulk buying, reduced packaging, local purchases (SME’s)

  Reduction of hazardous products: (cleaners, VOC’s, phosphates)

  Fair and livable wages for all employees

  Gender and intergenerational equity

  Marketing: Honest, internet based, recycled papers, green markets;


  Create a Green Team and select ‘eco-champion’

  Environmental management training and guest awareness program

  Support/promote local tours offered by local guides

  Environmental Emergency Response Plan

Universal Accessibility

  900 million persons worldwide with disabilities   Want to and have a right to enjoy travel experiences   Visit popular and more remote locations

  USA: 20% of the population (55 million)

  UK: Worth £2.2 billion/year in 2010

  NZ/Australia: 18 % of the population


  a) Physical access: require use of wheelchairs or walking aids   provision of handrails, ramps, lifts and lowered counters.

  (b) Sensory access: people with hearing or sight impairments, necessitating, tactile markings, signs, labels, hearing augmentation-listening systems and audio cues for lifts and lights.

  (c) Communication access: difficulty with vision, speech, and hearing impairments or persons from other cultures.


Accommodation facilities and restaurants   ill equipped to meet the needs of those tourists with restricted ability.   lack of suitable accommodations limits them to the more expensive up-scale

hotels.   upscale safari lodges or coastal resorts may offer no accessibility standards.

  Few facilities offer accessible rooms with wide entrances or low switches, hand dryers, towel racks and beds.

  Few hotels have elevators to all floors, access to reception, pool or bar areas, clear signage, visual alarms, and complete access through the entire building.

  Many urban hotels provide special parking areas but:   distant from the main hotel entrances,   No accessible travel corridor to entrance


Transportation

  Travel in southern Africa requires several modes of transportation including small aircraft, minivans, 4x4s, boats and automobiles.

  Accommodation providers not directly responsible for all vehicular transportation they are nevertheless required to consider how their clients with disabilities will access their facilities.


c) Customer Services and Training

  services providers frequently uncomfortable in direct contact with persons with disabilities because they don’t know what is required from them.

  Furthermore there is a range of disabilities, which may have different implications.

  many customers with limited abilities in fact require no additional assistance.

  employees in direct contact with clients, reception desk, housekeeping and support staff frequently encounter limited ability clients and therefore require training


Requirements

  Meet national codes and regulations

  Parking and aisles:   Adequate number, space, access aisle to entrance, surface, ramps, curbs

  At least 1 accessible entrance door   Width, clearance, degree of opening

  Accessible Interior corridors and stairs (tread width)

  Accessible floor surface


  Seating areas:   Adequate number, access corridor, identification marker

  Corridors: width, width for passing, turning space

  Self-service units

  Sleeping rooms: number, location in the facility   Access within the room, space around the bed, closet space

  Bathroom: toilet, shower


  Bathroom:   toilet, toilet seat, grab bars, dispenser, flush   Bath tubs; seats, grab bars   Shower stalls, seats, grab bars, shower unit

  Hardware; handrails (gripping surface), door handles

  Signs

  Recreation facilities; pools, games

Assessor/Auditor/Inspector Training

  Auditing and inspection capacity one of the most serious obstacles

  Few auditors in each member nation:   Bring in auditors from other nations   Share auditors

  Require auditors with a specific understanding of the accommodation sector


  Auditor qualifications   the auditing process   auditing for the accommodation sector

  quality assurance, responsible tourism, universal accessibility

  familiarity with the accommodation certification process and procedures

  must be certified [at least five years experience]


  Auditor Training   Require approximately 130 auditors by 2014   Require strategy and mechanism to ensure responsive to

the needs   Collaboration between RETOSA and member nations

  Training responsibilities” RETOSA: preparation of training guidelines, train the trainer workshop, providing technical assistance Member nations; training trainers and training auditors


  Training program requirements/modules   understanding accommodation rating systems   responding to legal and regulatory requirements   knowledge of international rating systems   Techniques on how to plan, perform and report an audit   how to interview clients   understanding the weighting system   identification of non-conformity’s

  These requirements must also be harmonized across the region   Preparation of auditing manual   Harmonized training program


  REQUIRED ACTION

  RETOSA to consolidate current auditor training activities and is ensure consistency and credibility across member nations.

  Develop a database of qualified auditors for distribution by early 2012.

  Work closely with member nations to coordinate all auditor activities and training programs.

  Prepare auditor training guidelines and an auditing guidelines manual

  Provide technical assistance for member states launching their training programs

Consumer Feedback Mechanism

  Standard Feedback mechanisms   Direct solicitation immediately following the lodging experience   Providing web-based opportunities for consumer generated content

in terms of opinions and remarks.

  Establish integrated feedback mechanism at all levels of the tourism value chain including:

  RETOSA   National ministries of tourism + tourism authorities   Hotel and restaurant associations   Accommodation providers


  Create a ‘visitor/consumer feedback’ link on each accommodation providers website to be integrated into the overall standards

  Annual assessment of consumer feedback used to shape the national and regional accommodation rating systems


The consumer feedback questionnaire   Provide 2 levels of information:

  Information including grievances and commendations on the visitors travel experience within the country and at accommodation

  Opinions on how the accommodation responded to perceived rating

  Assess visitors perception of the relationship between the star rating and the actual level of service, experience and facilities, Quality of furniture and equipment:   Restaurant quality and other amenities, Attractiveness, comfort and

services of guestrooms and bathrooms, recreation activities, site attractiveness and surrounding location


  Specific efforts: Responsible Tourism + UA

  Travel trade feedback mechanism   Direct electronic mail out to the individual companies and specific

employee responsible for product development and/or marketing   Distribution of feedback questionnaires following a familiarization

trip or media tour   Distribution of feedback questionnaires during travel trade Shows   Solicitation of a response and opinions during direct sale efforts

  Constant interaction with the Southern Africa travel trade, as it concerns the enhancement of accommodation product.


REQUIRED ACTION

  RETOSA will establish regional consumer and travel trade feedback mechanism + assist member states in setting up their own feedback mechanism.

  National government agencies work with accommodation associations and providers to ensure standard consumer and travel trade feedback mechanisms are in place.

  As each national rating system is launched RETOSA will assure that the appropriate feedback mechanisms in place to ensure consumer/travel trade input in to the operations of the rating system.

Funding Sources and Mechanisms

  GOAL: to be self sufficient mechanism

  Project funding requirements: Type of projects requiring vary according to the criteria of the various international donors and foundations.

  Project funding requirements; 3 categories including;   Training and awareness   Marketing and promotions   Preparation of workshops, manuals and documentation

  RETOSA   Maintain ongoing overall management of the scheme   Deliver regular project activities such as training, target marketing, manuals,

accreditation activities etc


Funding Sources:

  International donors [e.g. USAID, GTZ, DFID, CIDA, EuropeAid, etc.],

  Environmental and/or economic development NGOs

  International agencies such as UNDP, IUCN and UNEP National and international development banks

  American Express Foundation, Conrad N. Hilton Foundation, or the ComMark Trust.


  Training and awareness   Marketing and promotions   Preparation of workshops, manuals and documentation

  Training workshops   Train-the-trainer programs to introduce the harmonized standards

to each member nation   Regional auditor training program to ensure common auditing

standards   Technical training workshops, particularly for responsible tourism

initiatives such as waste management, energy conservation, water conservation, purchasing practices etc.


  b) Marketing and promotions   5-year marketing strategy that integrates stakeholder

participation at the regional, national and supplier level,   Electronic marketing campaign to international tour operators

and wholesalers and receptive tour operators in member nations,

  Ongoing communications with the travel trade from those facilities that have been certified within the harmonized scheme,

  Regional market research on client receptivity to and satisfaction with the harmonize accommodation rating scheme.


  Manuals and Guidelines   Best practices for implementing quality assurance, responsible

tourism and UA standards   Auditor assessment procedures   Customer feedback mechanism procedures


REQUIRED ACTION

  RETOSA leads in identifying potential funding sources at the regional and national level. Information shared with member nations to also support their standards.

  Selection criteria, by funding sources to documented

  RETOSA responsible for managing the timely preparation of manuals and delivery of regional level workshops.

  RETOSA: lead agency in the preparation and implementation of the marketing strategy

Management Responsibilities

of RETOSA

  Implementation of the scheme will be the responsibility of RETOSA.

  Central to all activities that strengthen, assist, and monitor and market a harmonized grading scheme.

  Responsive structure that provides maximum assistance to and coordination amongst the various member nations

Management Responsibilities of RETOSA

RETOSA as an accrediting body

  Ensure that standards are being met and auditing processes are being respected

  Adequately and consistently funded   Ensure that all graded properties are in compliance with

harmonized standards   Adheres to the strictest rules for auditing transparency   Uses only qualified professional auditors


  Reviews and update the quality assurance rating standards every two years

  Ensure information is accurate and can assist customers and tour operators in making a fair assessment of the property

  Maintains a consistent set of standards that meet the basic requirements of a harmonized system

  The system is managed by personnel with experience in accommodation rating system


RETOSA Grading Coordinator

Member Nation Grading Officers

External Support Services

Accommodation Suppliers and Sector

Associations

Part-time Cooordinator

Assistant

Technical or Working Committee


  RETOSA Grading Coordinator   Both a manager + administrator the numerous activities designated to member

nations and other stakeholders

  Manage the day-to-day activities of establishing harmonized rating system

  Ensure activities and deadlines in the action plan and timeline are respected

  Responsibility for design and implementation of communication plan associated with the rating system

  Coordinate and communicate regularly with all grading officers in each of the member nations


  Prepare grant proposals and coordinate activities with international donors, agencies and NGOs

  Provide the RETOSA executive director and Board with regular updates

  Prepare briefing notes and updates for the executive director and board members when they travel to member nations and tourism related events

  Report on the advancement of the harmonized rating system to the RETOSA executive director

  Manage all external activities and funding sources


  Part-time coordinator assistant   Preparing a regular newsletter for widespread distribution

amongst the various stakeholders in the RETOSA database   Coordinating grading related activities amongst the various

national grading agencies and tourism and accommodation associations

  Responding to requests from member states for information and coordinating the delivery of technical assistance, preparation of manuals and training programs

  Coordinate training workshops

Roles of National Organizations

  Grading offices within the Ministry of tourism or Tourism Authority

  National and tourism and/or accommodation associations

  Accommodation providers and partners within the supply chain

  Communities that host visitors to the accommodation facility

  External resource services and contractors


  Grading officers   Share experience with the design and management of

quality assurance rating systems   Provide professional input and feedback   current on improvements in grading processes and

standards   Undertake consumer-based research on the attitudes

towards accommodation rating systems   Assess the impacts of the Responsible tourism and UA

standards


  National tourism and/or accommodation associations   Encourage their membership to actively pursue being graded and

joining the harmonized rating system   Provide regular assessment of each of the proposed quality

assurance rating standards including the weighting system   Assess national customer response to the rating system

  Accommodation providers

  External resource services (trainers, consultants, etc)

  Communities


  REQUIRED ACTION   The RETOSA board immediately solicit funding for Grading

Coordinator and Part-time Grading Coordinator Assistant by no later than February 2012.

  Current RETORSA staff will contact all potential national rating system officers, and identify opportunities where they can contribute directly to supporting RETOSA initiatives.

  RETOSA staff will establish working relationships with all stakeholders to solicit their support.

  RETOSA and national grading officers will identify communities, that can assist in promoting graded facilities.

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Thank you for your great effort these past few days

James MACGREGOR [email protected]

grading framework ppt

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