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industry news February 2012


From the CEO: What our Visitor Services Team does

The Visitor Services Team. Image © Cape Town Tourism

Each year the Cape Town Tourism (CTT) team receives thousands of telephonic, walk-in and email queries from visitors and potential visitors to the city. These queries are all handled by our visitor services team, a group of passionate, knowledgeable Capetonians committed to providing outstanding levels of client service to international and domestic visitors, as well as to residents of the Mother City.

The aim of our visitor services offering is to help unlock the tourism potential of Cape Town by connecting visitors and residents to the remarkable experiences and vibrant communities of the city and the province. In doing so, we help to increase tourism spend in the community and encourage repeat visits and recommendations to friends, family and social network groups.

There are a number of ways that visitors can contact us. Our network of 16 information centres, strategically located in tourist hot spots across the city, is well equipped to handle “walk-in” queries. These information centres provide free advice, maps and brochures on Cape Town’s attractions, accommodation and tours to visitors and residents.

Our contact centre, website, social network pages and dedicated visitor services e-mail address provide additional visitor information, ensuring residents, visitors and potential visitors have access to whatever local tourism information they require, regardless of how they prefer to engage with us.

Between October and December 2011, the visitor services team dealt with more than 38 000 walk-in visitors, of whom roughly 18 000 were domestic and over 20 000 international. We also received a little more than 10 000 enquiries during this period – about 8 500 phone calls and 1 500 emails.

Visitor enquiries provide us with tremendous insight into what visitors want to see, do and explore in the city. And by analysing their queries we are able communicate more effectively around topics we know to be of specific interest.

Each quarter we compile a list of the top five topics of enquiry per city region, which we publish to our website. (Click here for the results of the 2011 Q4 survey.)

Of course, we welcome queries and suggestions from members of the local tourism industry as well. Feel free to contact us at any time.

Enver Duminy
Acting CEO: Cape Town Tourism

Marketing Services Update

The Cape Town Tourism marketing department has been very busy for the past few months. We introduced our new campaign, "You don’t need a holiday, you need Cape Town," locally at the AGM, and then internationally at World Travel Market, and have been working on its roll-out since.

We have capitalised on the World Design Capital 2014 and New7Wonders of Nature wins, with positive publicity and significant media interest resulting in numerous praise for Cape Town from the international media.

We also continued to lend major support at events like the Loeries, the Volvo Ocean Race, Cape Town Festival of Beer and the Cape Town Kite Festival. We rewrote our Visitor’s Guide and launched our first events calendar.

While the industry finished the year on a positive note, this does not mean we can rest on our laurels, and so the marketing team is beavering away on a number of fronts.

Read more.

Tourism Services Update

Image © Cape Town Tourism

Our Visitor Services team continues to strive for excellence, with the benchmark in our Mystery Shopper Programme increasing from 80% to 90%, and five Visitor Information Centres already averaging above 90% based on the quality of their service. The team supported our visitors through the Band Aid programme, supporting tourists in distress, for example a British tourist involved in a car accident, and resolving visitor and industry complaints.

We continue to work towards our strategic objective of bringing about transformation in the industry: 17% of our membership base is now classified as historically disadvantaged individuals (HDI); 179 SMMEs received business support from Cape Town Tourism in the final quarter of 2011; and Cape Town Tourism sponsored 10 HDI businesses to attend the eTourism Summit.

Our focus for the next month is preparing the domestic winter campaign and event packaging with our marketing team. We also intend to share market-segmentation information and trends with our membership base. None of this would be possible without the ongoing support from our (ICT) and eBusiness team.

Read more

Upcoming events

Cape Town Pride Festival 2012
March 2 to 11
Cape Town City Bowl
0861 9 PRIDE (77433)

Design Indaba Expo 2012
March 2 to 4
Cape Town International Convention Centre
+ 27 (0)21 465 9966

Infecting The City 2012
March 5 to 10
Cape Town Central
+27(0)21 422 0468

Cape Argus Pick n Pay Cycle Tour 2012
March 11
Cape Town
+27 (0) 21 763 7960

Cape Town Festival 2012
March 17 to 21
Cape Town
+27 (0)21 465 9042

Members' noticeboard

Cape Argus. Image © Cape Town Tourism
  • Save the date: March member information session
    Cape Town Tourism (CTT) will be hosting a member information session on Wednesday March 14, 2012. Please save the date in your diary – a formal invitation will follow soon.
  • ITB Berlin 2012
    The CTT marketing team will be attending ITB Berlin, a key business-to-business platform for travel trade, from March 7 to 9, 2012 and will be reporting back on key trends and developments to our industry members. 
  • TripAdvisor Management Dashboard
    TripAdvisor has announced the launch of the TripAdvisor Management Dashboard, which will allow registered business representatives to see, at a glance, their business’s performance on TripAdvisor. It will also monitor how successfully you engage with customers online. Click here to read more
  • Draft Tourism Service Excellence Requirements
    The national Department of Tourism has issued the draft Tourism Service Excellence Requirement, which is available for public comment from now until February 27, 2012. The document can be requested from the SABS information service department at, and comments can be sent to, or faxed to (012) 344 1568. 
  • Golf map
    Cape Town Tourism is endorsing a golf map of the metropole and the winelands. The map is produced by Jabedi Mapping, and anyone who is interested in advertising on the map is welcome to contact Di Brown at
  • Important notice regarding advertising opportunities
    If members are contacted by advertisers claiming to be sponsored or endorsed by Cape Town Tourism, please verify this by phoning Coleen van Staden, Industry Services Supervisor, at 021 487 6800.

Public spaces in Cape Town 

 Cape Town will once again host the biggest and most diverse annual public art showcase, Infecting The City, from March 5 to 10.

Cape Town, being a World Design Capital, is a hub of creativity and artistry but the challenge lies in how to get the public involved and make this a community-driven initiative rather than just art dictating to the masses.

In recent years, the City of Cape Town has undertaken to refurbish and upgrade existing public areas as well as revitalise historical places of gathering in order to fully maximise the potential of these places to encourage meetings for dialogue, business or relaxation.

The Cape Town Partnership listed in a recent article its top 10 spaces in the city that provide “opportunities to interact with each other with public art, and to gulp in some fresh air, away from desks.”

The 10 spaces listed are:

Greenmarket SquareThe Grand Parade, Pier Place, Jetty Square, St George’s Mall, Church Square, Heerengracht, Thibault Square,Heritage Square and St Andrew’s Square.

Cape Town Tourism Members shine!  

Congratulations to Cape Town Tourism member Villa Zest on being named the Trendiest Hotel in the World in the TripAdvisor 2012 Traveller’s Choice Awards, as well as to Fair Trade in Tourism South Africa, which has been recognised as one of 10 global sustainable tourism standards and the first in Africa to be recognised by the Global Sustainable Tourism Council.

A warm welcome is extended to our new members who have come on board since January 1, 2012 and we hope to see you soon at one of our networking events.

Lele Mbinda Exclusive Tourer                         Vasnat Naturist Spa Resort

Chocolate Box Guesthouse                              Awali Lodge

Aquarius Luxury Suites                                      Living Room

Cape Focus Tours                                              Stereotype Records  

Festa Restaurant                                                 African Appetit

 Latitude-Ventures                                               Southern Cross Villa

Villas in Cape Town                                            Kapstadt Tours

English Language School of Cape Town       Mark Solomon Jewellers  

Theatre in the District                                          Cape Mountain Biking Tours

 The South African Breweries LTD                   The Boardroom Adventures  

SA Township Groove Tours                               Gift Out The Box  

Preferred service provider profile: 

This month our spotlight falls on Gecko Connect: “Gecko Connect is a Cape Town-based public relations and events agency offering full-spectrum communications and event project management to connect your business’s needs to solutions.

“We generate positive interactions with your brand, which lead to conversations, thereby creating a reputation that we can sell. Our services are personalised, yet designed to match the fast pace of the corporate world, in which we have 19 years’ experience collectively.” Contact Alana on 072 700 5211 or Kim on 082 227 5209, or visit

Special offer to Cape Town Tourism members:
Over and above the initial client meeting, a free full consultation is offered to the client, the value of which is between R800 and R1 200. Certain discounted service fees (event dependant) are also available to CTT members.

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+27 (0) 21 487 6800
Visitor Information Centres

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