Page 2 - Quality Assurance with TGCSA

Quality in Tourism

Tourism is a highly competitive industry, and a world-standard of quality benchmarking – through the
Tourism Grading Council of South Africa (TGCSA) – is essential to gaining that competitive advantage.

Quality assurance is a non-negotiable

Adele Mackenzie that is quality-assured, enhances “Quality lies in the small longer applicable or important to
consumers.”
H AVING a globally recognised ensure that we give visitors the welcome. It is in the quality is actively working to expand
touches that make guests feel
their experience. We need to
Auret adds that the TGCSA
star-grading tells the
experience they have – sitting
best experience when they are in
story of the quality of an
establishment in the first glance, South Africa.” on their patio, looking up at the grading programme. “We
currently have around 4 000
the stars in the night sky. It
says Chief Quality Assurance ‘Quality is all-encompassing’ is the quality of service, the graded establishments, are
Officer for the Tourism Grading Auret emphasises that, willingness to meet a guest’s targeting 5 500 in the short term
Council of South Africa (TGCSA), by being graded and needs.” and are aiming to have 8 000
Bronwen Auret. promoting the TGCSA-graded Hub Head of Domestic graded establishments by 2030.”
“Quality assurance is a non- establishments, as an industry Tourism at SA Tourism,
negotiable when seeking to satisfy we help our country achieve Mashoto Mokgethi, concludes:
customer needs and ensuring a the highest level of quality “As a consumer, you know Did you know?
positive visitor experience.” assurance, promote optimal exactly what you can expect
With South Africa projected to value for money and give when you go to a particular The Tourism Act of 2014
receive 10 million visitors this year, ‘customer expectation’ the place and you also know that makes provision for TGCSA
it is vital for suppliers to meet, or paramount position it you are assured of absolutely to be responsible for the
even exceed, global standards. deserves. anything that you want. I urge implementation of a grading
Auret says: “Star-grading everyone in system that will oversee the
is a solutions-driven way the industry quality assurance of tourism
to achieve that. This way to choose product, services and facilities.
we become a nation that Quality lies in the small touches a graded TGCSA Star Grading is
doesn’t only welcome that make guests feel welcome. establishment an official ranking that is
the world with its warm- – Bronwen Auret as their recognised the world over. It is
awarded once an independent
hearted ‘Sawubonas’, but preferred quality assessment is completed
one that is absolutely supplier.” and approved, which helps all
ready for all it has to travellers know what to expect
offer.” Noting that working with her Criteria under review upfront from establishments
The Grading System follows strong team and the TGCSA As industry recovers post- such as hotels, B&Bs, guest
stringent quantitative and assessors, she says it is “a pandemic and consumer needs houses etc.
qualitative core requirement and privilege of purpose” to serve and trends are evolving, Auret Local establishments are
quality standards which take South Africa and contribute says that “in the spirit of growth”, graded from one star up to five
global best practice and industry to the growth of the country’s now is the perfect time to review stars, with one star being very
needs into account. tourism sector and the the current grading criteria. basic in the facilities it offers
“They want to know that they economy as a whole. “We are doing this in wide and five stars being a place
are paying for a standard that they Auret is also quick to point consultation with the industry with all the bells and whistles.
have procured when they come out that quality is not just and going over every aspect to
and experience our destination. about luxury, or lack of it, but see what works, what we need
A graded establishment, a product that it is all-encompassing. to introduce and what is no

TOURISM UPDATE QUALITY ASSURANCE WITH TGCSA GET GRADED January 2025 1