Question NW3493 to the Minister of Tourism

Reply:

(1) (a) Which companies are used to grade establishments

I have been informed by South African Tourism (SAT) that individuals, also referred to as Grading Assessors, and not companies, are contracted to the Tourism Grading Council of South Africa (TGCSA).

They are contracted through a Service Provider Agreement (SPA) which is valid for three (3) years, with an extension of two (2) years subject to performance.

An assessor is a natural person who:

i) is above reproach in relation to his unequivocal support and submission to the laws of the Republic of South Africa and the brand and reputation of the TGCSA;

ii) is accredited by means of an entry examination, which will form a material prerequisite condition to the execution and/or maintenance of the Service Provider Agreement;

iii) maintains their accreditation and qualification to be appointed and perform under the terms and conditions of the Service Provider Agreement, by attending each and every session of the compulsory two (2) days Annual Conference, which includes a refresher course;

iv) performs to the standard of the Agreement and as may be instructed by the TGCSA and to the satisfaction of the TGCSA objectives and brand during the twelve (12) months preceding their objectively adjudicated Performance Appraisal. The Performance Appraisal will be done no later than the 30th day of September of each calendar year, unless specifically and expressly agreed otherwise between the Parties; and

v) agrees and commits to a suspensive condition that the Agreement between the Parties only remains effective and enforceable, if they will act or will continue to act principally as an ad hoc independent service provider and brand representative of the TGCSA, yet fully self – employed.

(b) For how long has these grading companies been used in the past three financial years

For fiscal year 2020/21 until 2022/2023 we had a total of forty-seven (47) Grading Assessors.

There are currently forty-three (43) Assessors contracted to TGCSA, who have been conducting assessments since the 1st of April 2023.

(2) (a) What criterion is used to appoint these companies to grade establishments

During the recruitment process, the following are requirements for individuals wishing to be considered for the role of Independent Grading Assessor:

• A post-matric qualification in Tourism, Hospitality, or Quality Management;
• Previous quality grading experience in tourism and accommodation products would be an advantage but not strictly necessary;
• Sales and / or marketing experience;
• Tourist/guest experience in tourism accommodation establishments;
• Excellent computer literacy; and
• Proven ability to operate independently for extended periods, without close supervision.

Personal qualities required are as follows:

• High energy levels
• Excellent communication skills
• Business acumen
• High levels of personal grooming and presentation
• Strong attention to detail and an investigative nature
• Self-motivation and the ability to balance the demands of work priorities
• Excellent time management skills
• The ability to work as part of the team and to build strong relationships with wide range of people
• Good planning and organisational skills
• Highly professional and presentable at all times
• A “can do”/ passionate attitude.

It is important that Assessors have their own laptop, internet connection, mobile phone, and are mobile and have the ability to travel around the area / province where they will conduct assessments.

Upon being shortlisted for the role, they undertake training and are requested to submit a portfolio of evidence, achieving a 80% pass mark.

(b) On what basis do these companies grade establishments

To process establishments through the grading process in an accurate, credible and professional manner, the TGCSA utilizes an IT system called Total Quality in Tourism (TQiT).

The TGCSA also has key quality control measures that have been introduced. This role that is played by the Provincial Quality Assurance Specialist (PQAS) whose main function is to ensure that the submissions from the Assessors meet all quality requirements and that there is no compromise on credibility in the submission process.

Assessors are self-employed entrepreneurs that are paid a commission of the grading fee paid by the establishment to be assessed.

The current structure is as follows, as stipulated in the negotiated Service Provider Agreement with all Assessors:

(3) What amount of the funds paid by establishments to be graded is paid to

(a) The department

No funds are paid to the department by graded establishments as it is paid to TGCSA.

(b) what amount of the funds paid by establishments to be graded is paid to the TGCSA

The TGCSA relies on the grading fees paid by establishments to recover the costs of the actual quality assessments conducted on site.

(c) what total amount of grading funds has her department earned in the past five financial years as compared to the TGCSA

None / Not applicable