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Tourism Service Excellence SANS 1197 and the Self-Assessment Tool

Tourism Service Excellence SANS 1197 and the Self-Assessment Tool. Presented by: Paballo Molele National Department of Tourism. Why Service Excellence?. Research outcomes reflecting inconsistent service levels. Skills audit done identifying a need to expose staff to training.

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Tourism Service Excellence SANS 1197 and the Self-Assessment Tool

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  1. Tourism Service ExcellenceSANS 1197 and the Self-Assessment Tool Presented by: PaballoMolele National Department of Tourism

  2. Why Service Excellence? • Research outcomes reflecting inconsistent service levels. • Skills audit done identifying a need to expose staff to training. • Service excellence strategy recommending developments of standards, relevant training programme and awareness creation efforts.

  3. Why Service Excellence?

  4. Service Excellence Service Excellence is an initiative aimed at improving service levels in the tourism sector and the value chain

  5. Service Excellence Pillars

  6. “ Excellence is not a skill. It is an attitude” - Ralph Marston

  7. Who is the target market?

  8. SANS 1197

  9. SANS 1197 (cont.)

  10. SANS 1197 (cont.)

  11. SANS 1197 (cont.)

  12. Self Assessment tool STEP 1: Follow this link: https://tkp.tourism.gov.za/Page/Pages/default.aspx

  13. Self Assessment tool STEP 2: In the portal select the “Take the assessment” link showed below encircled in red.

  14. Self Assessment tool STEP 3: In the following screen select “click here to register” link. See image below

  15. Self Assessment tool STEP 4: Populate the user registration form to create user account and select “create account” button.

  16. Self Assessment tool STEP 5: Click “continue” button and Check your email to activate your account.

  17. Self Assessment tool STEP 6: Open the email and click the link (encircled red) to activate your account.

  18. Self Assessment tool STEP 7: The link will take you to the portal home page, in the portal select “click here to go to home page” link.

  19. Self Assessment tool STEP 8: In the home page your name will appear next to the search box to show that you are logged in. Select the “Assessments” link on top of the page to take the SANS 1197 assessment.

  20. Self Assessment tool STEP 9: In the portal select the “Take the assessment” link showed below encircled in red

  21. Self Assessment tool STEP 10: Select the “here” link below encircled in red to add your company details.

  22. Self Assessment tool STEP 11: Populate the form with your company details and press the “submit” button.

  23. Self Assessment tool • STEP 12: In the assessment page below, follow the instruction to complete the 4 parts of the assessment.

  24. What is the Journey to Service Excellence? • The J2SE will focus on nominating a small town in the rural tourism nodes and assisting the town to develop a service excellence-orientated culture in their organisations and different structures with strong media attention and focus during the activation. • JSE will bring together an entire town including restaurants, accommodation facilities, tourist attractions, police, banks, petrol attendants to informed, trained and to experience the four components of the SANS 1197: 2012.

  25. What is the Journey to Service Excellence? (cont.) • This will be done by hosting a number of workshops and training sessions over a four month period during the months of September - November 2013 and February 2014. The Journey to Service Excellence will culminate during the month of March 2014 with a number of key media events. • A criterion for selecting the town has been developed for the nomination and is outlined in the attached draft project plan.

  26. Journey to Service Excellence • The purpose is to implement SANS 1197 in organisations an in the tourism value chain. • Organisations will be identified and will be assisted in implementing SANS 1197. • Organisations will be introduced to the sector during a Media event in March 2014.

  27. Planned Monthly Schedule… February 2013 Monitoring and Evaluation • Focus on Service Delivery Self-Assessment Tool

  28. For more information on Service Excellence, please contact Paballo Molele Tel: 012 444 6443 Email: pmolele@tourism.gov.za To purchase SANS 1197, please contact SABS Sales office Tel: 012 428 6883 Email: sales@sabs.co.za

  29. …THANK YOU SECRET

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