Tourist guiding is an important subsector of the tourism sector. In South Africa, tourism forms an important contributor to the economy and accounts for a large portion of employment. Tourist guiding has been seen as a mechanism for upliftment due to the relative ease of entering the sector. Despite this, transformation within the subsector has been relatively slow, particularly for women and the youth. This is concerning as the highest rates of unemployment in South Africa are among the youth. Therefore, the overall aim of this study was to examine the potential opportunities, challenges, and barriers to transformation within the tourist guiding subsector, with an emphasis on previously disadvantaged groups. The study adopted a mixed-method research design, to ensure a holistic and in-depth investigation into the research topic. Given the large population of guides in the country, registered in alignment with the Act (3 of 2014), a quantitative approach using surveys was adopted to gather information from tourist guides. A mix of purposive and snowball sampling was used in disseminating an online survey link to tourist guides. Furthermore, to increase the response rate, data was also collected directly at key tourism attractions in the various provinces. A total of 434 usable surveys were collected. In addition, a qualitative approach was used to gain a deeper understanding of challenges to transformation, as well as, importantly, opportunities for transformation from an administrative and practical perspective. This was carried out in the form of in-depth interviews conducted with the provincial registrars of tourist guiding, as well as representatives of various tourist guiding associations, resulting in a total of 12 interviews. Findings from the surveys indicated that the tourist guiding subsector in South Africa is dominated by Black men between the ages of 35 and 44, highlighting issues of participation among women and the youth as has been previously noted. Most tourist guides operate within the culture-guiding category rather than adventure and nature, while Gauteng was the most represented province in terms of area of operation. These results are supplemented by those from the qualitative aspect of the study, where key findings emphasised the key role that the national and provincial registrars play in the cohesiveness of the subsector; in the achievement of the professionalisation of tourist guiding, given their ability to advance key aspects of transformation, as well as ensure that practical measures can be realised. Furthermore, the findings also point towards significant challenges that are faced by all stakeholders within the subsector, including tourist guides, registrars and associations – all of which act as inhibitors to the achievement of transformation in the subsector. Some of these challenges relate to the qualification of tourist guides, particularly in terms of costs and upkeep, registration and professionalisation of the subsector; administrative burdens; fragmented communication between stakeholders inhibiting transformation of the subsector. Also noted were issues surrounding awareness of the sector and how to become a tourist guide, particularly among the youths. Whilst key stakeholders have faith in the ability of the sector to be transformed and become a platform for career development among previously disadvantaged groups, there are many hurdles that need to be overcome before this can be realised. Additionally, the findings indicate a passion and willingness among all stakeholders to work cohesively to both grow and transform the subsector, thus providing a positive outlook for the future of the tourist guiding. This study adopted a mixed-method research design, to ensure a holistic and in-depth investigation into the research topic. Given the large population of guides in the country, registered in alignment with the Act (3 of 2014), a quantitative approach using surveys was adopted to gather information from tourist guides. A mixture of purposive and snowball sampling was used in disseminating an online survey link to tourist guides. Furthermore, to increase the response rate, data was also collected directly at key tourism attractions in the various provinces. A total of 434 usable surveys were collected. In addition, a qualitative approach was used to gain a deeper understanding of challenges to transformation, as well as, importantly, opportunities for transformation from an administrative and practical perspective. This was carried out in the form of in-depth interviews conducted with the provincial registrars of tourist guiding, as well as representatives of various tourist guiding associations, resulting in a total of 12 interviews. Preliminary findings from the surveys indicated that the tourist guiding subsector in South Africa is dominated by Black men between the ages of 35 and 44, highlighting issues of participation among women and the youth as has been previously noted. Most tourist guides operate within the culture-guiding category rather than adventure and nature while Gauteng was the most represented province in terms of area of operation. These results are supplemented by those from the qualitative aspect of the study, where key findings emphasised the key role that the national and provincial registrars play in the cohesiveness of the subsector; in the achievement of the professionalisation of tourist guiding, , given their ability to advance key aspects of transformation, as well as ensure that practical measures can be realised. Show less

Tourist guiding is an important subsector of the tourism sector. In South Africa, tourism forms an important contributor to the economy and accounts for a large portion of employment. Tourist guiding has been seen as a mechanism for upliftment due to the relative ease of entering the sector. Despite this, transformation within Show more

Accommodation grading systems, such as the Star Grading System in South Africa, are classification or rating systems used in countries worldwide. It provides quality assurance and a sense of legitimacy to the business benefitting both the supply and demand side of the sector. Given the continuous changes the sector faces, the pressure on the green economy, the expansion of technology and the changes in visitor and tourist needs, the Tourism Grading Council of South Africa (TGCSA) must effect these changes in the grading system. The study analysed the perceived impact(s) of the accommodation rating system on establishments’ service quality, improvement, and performance in South Africa from a demand and supply perspective. For the tourists and visitors, the influence of grading on travel decisions. For the graded establishments, perceptions related to relevance, application, and influence of the rating system on performance were important. Given the current trends in the tourism sector, the importance of sustainability, technology safety and security as critical elements in grading were assessed for both population groups. Quantitative research was conducted after a thorough desktop study. The online survey conducted on ProQuest resulted in 440 South African respondents, 384 German respondents, 384 Indian respondents and 384 respondents from the rest of Africa totally 1536 questionnaires. The online survey was distributed through the TGCSA database resulted in 186 (in progress) questionnaires. From the demand perspective, it was found that accommodation choice is mainly influenced by pricing and safety and security. Technology was identified as a quality attribute for graded establishments followed by sustainability and service levels. Specifically, the grading criteria should assess aspects such as food waste and recycling and these are predictors of accommodation decisions. From a supply perspective, graded establishments generally indicated being satisfied with the level of professionalism of TGCSA assessors and the grading criteria applied by the council. Critical aspects such as grading contributing to the legitimacy their establishments, provision of relevant industry information, grading being a necessity for accommodation establishments in South Africa, while conveying a message of quality and trust were indicated by respondents. Intriguingly, in line with the demand perspective, suppliers ranked the sustainability efforts of the establishment, technology availability at the establishment, as well as safety and security as significant quality indicators for contemporary accommodation establishments [ahead of more traditional aspects such as room quality and service levels of the establishment]. The findings show a convergence of consumer demand and supplier perspectives related to the influence and significance of technology, safety and security, as well as the green economy on the accommodation sector. Thus, the study has significant policy implications for the future and relevance of accommodation grading in South Africa. Show less

Accommodation grading systems, such as the Star Grading System in South Africa, are classification or rating systems used in countries worldwide. It provides quality assurance and a sense of legitimacy to the business benefitting both the supply and demand side of the sector. Given the continuous changes the sector faces, the Show more

Accommodation grading systems officially exist in many countries and globally, including South Africa, there are official star grading systems to classify tourism accommodation based on physical and qualitative criteria. The Tourism Grading Council of South Africa (TGCSA) plays a critical role in providing standardised ratings for accommodation establishments. However, in recent years, the tourism landscape has evolved significantly, driven by changing consumer preferences, emerging trends, and advancements in technology. Therefore, it is essential to ensure that the grading system remains relevant and effectively serves the needs of both domestic and international tourists. This study examines perceptions of the influence and effectiveness of the tourism accommodation grading system in South Africa to provide insights into the relevance of the grading system and recommendations. A multi-conceptual theoretical framework is used, integrating institutional, quality management, diffusion and stakeholder theories. A mixed methods research design was adopted that includes desktop, quantitative (507 online and face-to-face interviews with consumers who used, were using or planned to use an accommodation establishment) and qualitative (30 purposively selected key informant interviews targeting 10 organisations, 10 graded establishments and 10 non-graded establishments) components. The results indicate support for accommodation grading (emphasis was placed on independence and credibility) and reviews/ ratings more generally. There was also some support that graded establishments are higher priced and higher levels of service quality and provision of amenities/ product offerings are expected. Most respondents did not regard the grading system as being very effective. The criteria used for grading are in alignment with factors deemed to be important by the respondents and key informants, with sustainability and transformational imperatives perceived to require greater attention. Issues were raised in relation to whether the criteria focused on ‘ticking boxes’ (the presence of attributes) rather than quality. Recognising the increased prominence of social media and ratings/ reviews, as well as diversity among accommodation establishments and considering niche/ non-conventional accommodation establishments in terms of type (such as Airbnbs) and location (specifically in townships and rural areas), were underscored. The need to consider multiple systems (including independent grading and reviews/ rating) that are complementary and institutionalising a monitoring and evaluation framework are key recommendations. Show less

Accommodation grading systems officially exist in many countries and globally, including South Africa, there are official star grading systems to classify tourism accommodation based on physical and qualitative criteria. The Tourism Grading Council of South Africa (TGCSA) plays a critical role in providing standardised ratings Show more

The COVID-19 pandemic is catalysing changes in consumer demands as well as necessitating a paradigm shift for research on tourist behaviour and decision making. The aim of the study is to examine how niche tourism may be leveraged as part of the tourism sector’s recovery plan to rejuvenate supply and ignite demand post COVID-19. One specific niche, namely rural tourism, is investigated in detail. The COVID-19 crisis forces a renewed attention on both the potential opportunities and challenges of different spaces for rural tourism development in South Africa and of the need for evidenced-based research to inform future policy developments. This was undertaken in three case studies of rural tourism in Limpopo Greater Giyani Local Municipality; in Mpumalanga Thaba Chweu Local Municipality and in Eastern Cape Raymond Mhlaba Local Municipality. Four key findings are observed. First, geographical variations exist in relation to the character and challenges facing rural tourism. This underscores the need to conceptualize and plan for rural tourism spaces in terms of (at least) three categories of fringe, in-between and remote/exotic. Second, is the poor and unsupportive institutional environment for rural tourism development in all case study municipalities. The research points to an environment for rural tourism which is dominated by considerable mismanagement and local government shortcomings as underlined by the fact that all three case studies are run by local governments classified by the Department of Cooperative Governance as “distressed and dysfunctional”. Three, the devastating impacts of COVID-19 for the tourism economies of all three local municipalities are apparent with a dramatic reduction within one year in the contribution of tourism to local GDP because of COVID-19 impacts. Four, the findings underscore the imperative for stimulating a recovery in tourism into these areas for promoting local economic development. Additionally, they point to evolving a policy framework for rural tourism revival which is not a one-size-fits-all policy but anchored on the nuances and challenges of (often) markedly different rural tourism spaces. The report presents findings based on 70 interviews. Beyond COVID-19 issues the major challenges facing the growth of rural tourism surround the chronic shortcomings of local government. Tourism business activities are constrained by the infrastructural deficiencies which are experienced by these businesses. The failure of local government to address the improvement and basic maintenance of roads, local water supplies or provide street lighting and signage are fundamental issues of concern for stimulating rural tourism in these areas. Local tourism businesses highlighted a number of interventions and support needs from government, such as financial support, improved marketing and enhancing local Tourism Information Centres. Arguably, such potentially useful support measures can only be impactful if undertaken in parallel with or following addressing the infrastructural shortcomings which are as a result of the inadequate performance of local government. In final analysis the report offers several key conclusions and recommendations relating to rural tourism. Show less

The COVID-19 pandemic is catalysing changes in consumer demands as well as necessitating a paradigm shift for research on tourist behaviour and decision making. The aim of the study is to examine how niche tourism may be leveraged as part of the tourism sector’s recovery plan to rejuvenate supply and ignite demand post Show more

The study aimed to re-examine perspectives on the recovery of South Africa’s domestic tourism in a COVID-19 environment; stipulating the aim and objectives. There is consensus about the role of domestic tourism in the tourism sector’s recovery post the devastating impacts of the COVID-19 pandemic. A multi-conceptual theoretical framework (sustainable tourism development approach and ecosystem-based operational model) permits an examination of complex systems and phenomena (such as tourism) that have multidimensional as well as demand and supply-side aspects and impacts that are influenced by environmental, political, economic, and social factors. A desktop study informed the research that focused on key thematic areas: domestic tourism and the COVID-19 pandemic context and trends, domestic tourism responses to the pandemic, challenges for reigniting domestic tourism, innovative responses that are emerging and recommendations that are evident. In terms of the methodological approach adopted, national online surveys as well as face-to-face surveys in purposively selected cities/ towns (Cape Town, Durban, Johannesburg, Kimberly and St Lucia) were conducted with tourism service providers (406 completed) and the general public (1 034) completed, examining supply-side and demandside/ travel behaviour patterns and perspectives, respectively. The results indicate South Africa has numerous wellestablished tourism destinations, products and resources available to rebuild a viable and strong domestic tourism sector; including internationally recognised coastal and marine, nature conservation sites and cultural tourism products. Additionally, while most South Africans generally have little, if any, disposable income; there is a sufficient proportion of the population who have discretionary income and many South African residents in this study exhibit a desire to participate in tourism activities. Thus, effective targeted marketing and providing incentives/ packages to promote domestic tourism will be critical to unlocking the potential to encourage travel and pent up demand. There are differences in tourism service provider impacts linked to type of tourism activities involved in, number of years operational, number of employees, turnover and provincial location. In relation to travel preferences, key influential factors are population group, age, income level, employment status, educational level, household size and the location of place of residence. The SWOT analysis details the strengths and opportunities as well as the weaknesses and threats that need attention. The results indicate that tourism service providers involved in customer-dependent activities located in Gauteng and KwaZulu-Natal with lower turnovers, a smaller number of employees and operational for fewer years are more vulnerable to pandemic impacts and are likely to take longer to fully recover. Government and the private sector need to work together to develop affordable and quality domestic tourism products/ packages and services for local consumption while transitioning the tourism sector to be sustainable and resilient to deal with future disruptions. A framework for embracing an ecosystem operating model is proposed highlighting four key steps: re-evaluate, reconfigure, respond and stimulate domestic tourism demand. The importance of timely research with appropriate monitoring and evaluation is also underscored. Show less

The study aimed to re-examine perspectives on the recovery of South Africa’s domestic tourism in a COVID-19 environment; stipulating the aim and objectives. There is consensus about the role of domestic tourism in the tourism sector’s recovery post the devastating impacts of the COVID-19 pandemic. A multi-conceptual Show more

The COVID-19 global pandemic has caused unprecedented socio-economic impacts and, at the same time, raised awareness of the role social and environmental sustainability needs to play in our everyday life and economic activities. Despite the significant negative impacts of the pandemic on tourism in South Africa, the crisis provides an opportunity to transform value chains towards responsible consumption and production needed for a sustainable and inclusive recovery of the sector. Rural tourism is ideally placed to respond to this. With our unique, diverse and unspoilt rural areas there are a wealth of opportunities for small, medium and micro enterprises to grow and develop sustainable tourism products in rural contexts. However, in doing so, tourism growth in rural areas needs to be decoupled from the depletion of natural resources and contribute towards livelihoods and wellbeing of communities through the growth of local economies. Within the rural tourism sector, local economic development and environmental protection should not be seen as opposing forces—they should be pursued together as aspirations that can and should be mutually reinforcing. The purpose of this study was to systematically gain an understanding of the rural tourism value chain to identify transformation opportunities for a sustainable, resource efficient and inclusive growth path post COVID-19. The study involved mapping the rural tourism value chain by identifying all the economic activities and the associated tourism enterprise service providers that lead to value creation. Further to this, the interconnected value creation relationships between the varies rural tourism activities were identified followed by the interconnected relationships that lead to socio-economic value and environmental concerns. This whole value chain analysis provided an understanding of how value is pervasive throughout the rural tourism value chain specifically the implications of this value on rural communities and the environment. Lifecycle inventories that investigated the components of each value creating rural tourism activity, enabled the identification of all the social and environmental aspects of the services provided by the rural tourism service providers. Secondary data was then used to identify hotspots (priority areas) in the value chain specifically in terms of resource use, emissions and effluents, and solid waste. The hotspots on the rural tourism value chain include: greenhouse gas (GHG) emission from vehicles travelling to and around rural areas; use of energy in rural tourism products; sourcing of food and beverage; food waste; lack of capacity in waste infrastructure to deal with solid and hazardous waste; water use; and unsustainable harvesting of natural resources. Strategic interventions that support the sustainable transition of these hotspots were determined. These interventions include aspects promoting efficient use of natural resources, SMME development and inclusivity. The strategic interventions which include short, medium and long-term priorities will need to be developed into a transition framework for action. Show less

The COVID-19 global pandemic has caused unprecedented socio-economic impacts and, at the same time, raised awareness of the role social and environmental sustainability needs to play in our everyday life and economic activities. Despite the significant negative impacts of the pandemic on tourism in South Africa, the crisis Show more

The overall aim of the study was to explore the impact of COVID-19 on the Tourism-Transport Interface in South Africa with a view to proposing a scenario where this relationship might create opportunities for tourism to prosper post COVID-19. The research followed a three-step process beginning with a systematic description, based on literature and secondary data, of the overall tourism/transport interface and the modes of transport, with particular reference to air and road transport. Thereafter, interviews with senior stakeholders in the airline, bus/coach and car rental industries were conducted, with these outcomes supplemented by available statistics, providing some insight into the impact of COVID-19 on the relevant sectors. The third step in the research method was to conduct scenario planning workshops with leaders in the aviation (completed), car rental (completed) and coach/bus travel (pending) sectors. The research underscores the integral nature of transport to tourism as the enabler of accessibility to, and connectivity within, South Africa as a tourist destination. The transport/ tourism interface is shown to be a highly interdependent system influenced strongly by demand, policies, infrastructure and inter-modality. While history has had a strong influence on modal choice for tourism purposes in South Africa, current pre-COVID challenges in the transport sector such as consumer behavior, transport policies and regulations, infrastructure and resource limitations are affecting international, regional and domestic tourism. One of the biggest challenges in reporting on the impact of transport for tourism and vice versa is the lack of focused data which can reflect the true nature of the interdependence of tourism and transport. Taken from various primary and secondary sources and from an international, regional and domestic perspective, this study found that most transport modes used for tourism purposes have been under pressure with little to no growth over the past number of years (pre-COVID). Rail travel as an option for tourists has decreased substantially, both regionally and domestically, there has been no real growth in coach/bus travel and declining growth in the car rental market. Private motor vehicles remain the most used for domestic tourism, particularly for purposes of VFR but the shortcomings in focused research data remains problematic in drawing accurate conclusions on this market. Show less

The overall aim of the study was to explore the impact of COVID-19 on the Tourism-Transport Interface in South Africa with a view to proposing a scenario where this relationship might create opportunities for tourism to prosper post COVID-19. The research followed a three-step process beginning with a systematic description, Show more

The core message of Walter Sisulu National Botanical Gardens (WSNBG) is the enjoyment of nature “where luscious nature welcomes visitors and the rushing water of the Witpoortjie Waterfall, gushing from a height of 70 metres, soothes and revitalises careworn city-dwellers.” Overall the site is beautiful and had a number of positive observations such as the interesting and unique layout of different garden sections, the Garden invites visitors to explore, very friendly and helpful staff, ample space for visitor numbers and ease of movement through a pristine environment. Some of the negative observations related to limited ablution facilities, problematic access to visitors that make use of public transport (taxi and bus routes about 3km from entrance) and limited branded signage enroute to the site. Show less

The core message of Walter Sisulu National Botanical Gardens (WSNBG) is the enjoyment of nature “where luscious nature welcomes visitors and the rushing water of the Witpoortjie Waterfall, gushing from a height of 70 metres, soothes and revitalises careworn city-dwellers.” Overall the site is beautiful and had a number of Show more

Accommodation is one of the largest components of the tourism sector (Deng, Yeh, and Sung 2013). The increasing competition in the accommodation sector has meant that establishments have started focusing a lot on improving customer satisfaction with a view to retain existing and attract new customers. Consequently, a number of studies have been carried out to assess customer satisfaction and its determinants in several sectors, including accommodation. Several of such research investigates the relationship between various service quality dimensions and overall customer satisfaction. For example, The American Customer Satisfaction Index (ACSI), established in 1994 and inspired by the Swedish Customer Satisfaction Barometer (SCSB) (Fornell et al., 1996), contains sets of causal relationship between the antecedents (e.g. customer expectations, perceived service quality and perceived value) and the consequences (e.g. customer complaints and customer loyalty) of customer satisfaction. Such studies are based on the premise that service quality influences customer satisfaction which in turn influences customer behavioural intention (i.e. their intention to return to the same accommodation again or complaints behaviour) (Kang, Okamoto, and Donovan, 2004). The latter empirically reported that increased customer satisfaction in the accommodation sector led to positive behavioural intention, prevented customer defection, and lowered marking costs of the organisations. There is also considerable evidence to suggest that service quality and perceive value with a product or service are associated with customer satisfaction (Brady, Robertson, and Cronin, 2001). Show less

Accommodation is one of the largest components of the tourism sector (Deng, Yeh, and Sung 2013). The increasing competition in the accommodation sector has meant that establishments have started focusing a lot on improving customer satisfaction with a view to retain existing and attract new customers. Consequently, a number of Show more