Comments on: From a Troubled Country, An Inspiration - This Tourism Week 20 January 2009 http://www.thistourismweek.co.za/newsletters/from-a-troubled-country-an-inspiration-this-tourism-week-20-january-2009/ Newsletter on-line commentary and discussion about tourism in South Africa Wed, 08 Feb 2012 13:41:26 +0000 http://wordpress.org/?v=2.3.3 By: Myriam Wambacq http://www.thistourismweek.co.za/newsletters/from-a-troubled-country-an-inspiration-this-tourism-week-20-january-2009/#comment-319 Myriam Wambacq Tue, 20 Jan 2009 07:05:37 +0000 http://www.thistourismweek.co.za/newsletters/from-a-troubled-country-an-inspiration-this-tourism-week-20-january-2009/#comment-319 Several times already you wrote about ‘service delivery’ in our industry. As an Incoming TO for mainly the Belgian and French market, I often talk to the overseas agents and their opinion is that the level of service is dropping at a fast rate, everywhere in the world .... BUT, there are exceptions, and I would like to share my personal experience with you on this one. Just for the record : I paid for my stay. I desperately needed a break after a hectic season and long months of non stop working. And, I knew exactly what I wanted : only nature, wild animals and time on my side. A ‘bush break’ it would be. I didn’t know SEDIBA PRIVATE GAME LODGE**** www.sediba.com in the Welgevonden Reserve, until recently when they were able to accommodate some of my VIP clients that could not stay at MalaMala because of the staff being on strike. I was told about the closure of the Sable Camp on 29/12 and clients were supposed to go there on 30/12 ..... Service ? Non existent, as I had to look myself for alternative accommodation, MalaMala ‘couldn’t do anything, just pay me back’. So, I booked myself off for work and into Sediba. It was the best decision I had made in years. It turned out to be 5 days of pure bliss. All the staff members where there when I arrived, singing. I know this is a common thing in many lodges, but this felt ‘real’, not as if they ‘had to’. The massive entrance door to my ‘room’ opened to what I can only describe as a huge, but soothing living space : incredible comfort, amazing attention to detail, high quality finishes and flawless design. And then, there were the People of Sediba..... Every 5* lodge is supposed to offer excellent and friendly service, but al lot of them can go to Sediba to learn a thing or two. There, every single staff member added that personal, caring touch and honest smile that is nowhere to be found in books and training sessions, but that comes straight from the heart. It makes one feel truly special. And it is satisfying to see that there are still people around who take pride in their jobs. Just a few examples of the spirit and philosophy there : - Being there all by myself, the staff found me for every meal another superb spot. I had dinner in my room ( with my personal waiter and guardian angel at hand ), lunch on a secluded deck with the best view ever, and the one dinner I will never forget ( I was the only client that evening ) : one table, beautifully laid out for me, on a huge deck lit with oil lamps and a massive open fire. When the staff came out to sing for me, it brought tears to my eyes. Because, again, I could feel this was ‘real’. - My personal ‘guardian angel’ was waiting outside my room with an umbrella, when it was raining, to take me to the main lodge for lunch, dinner or a drive. - My vocabulary is insufficient to describe the food. The young Chef brought Magic to the table in innovative dishes, artwork to the eye and heaven to the palate. I was asked every day what my favourite meal would be and he worked around that with care and flair. - The rangers literally went the extra mile(s) to show the clients the animals that were on their wish list. What about driving for 2 hours to the other side of the reserve because the Australians had never seen an elephant in the wild ? The game drive lasted for 5 hours ! - The Spa is what it is meant to be : an oasis of peace, rest and skilful hands, again with incredibly gentle ladies to look after you. - The communication amongst the staff is amazingly good. One day, I decided not to go on a game drive the next morning. “Fine!”, and “what time would I like to have breakfast ?”. When I told them “ 9-ish ?” they assured me that it was not a problem at all, even if the other guests would have their breakfast at another time. And indeed, no problem : no wake up call at 5h30 ( by mistake ) and no lady knocking on your door at 7h00 to ‘do the room’ ( as I have experienced countless times elsewhere ) I could go on for a while, but the only point I want to make here is : Yes, there is still Excellent Service in this country, you only need to find out where .... Warm regards, Myriam Wambacq GREENHAVEN TOURS cc Several times already you wrote about ‘service delivery’ in our industry. As an Incoming TO for mainly the Belgian and French market, I often talk to the overseas agents and their opinion is that the level of service is dropping at a fast rate, everywhere in the world ….
BUT, there are exceptions, and I would like to share my personal experience with you on this one. Just for the record : I paid for my stay.

I desperately needed a break after a hectic season and long months of non stop working. And, I knew exactly what I wanted : only nature, wild animals and time on my side. A ‘bush break’ it would be. I didn’t know SEDIBA PRIVATE GAME LODGE**** http://www.sediba.com in the Welgevonden Reserve, until recently when they were able to accommodate some of my VIP clients that could not stay at MalaMala because of the staff being on strike. I was told about the closure of the Sable Camp on 29/12 and clients were supposed to go there on 30/12 ….. Service ? Non existent, as I had to look myself for alternative accommodation, MalaMala ‘couldn’t do anything, just pay me back’.
So, I booked myself off for work and into Sediba. It was the best decision I had made in years. It turned out to be 5 days of pure bliss.
All the staff members where there when I arrived, singing. I know this is a common thing in many lodges, but this felt ‘real’, not as if they ‘had to’.
The massive entrance door to my ‘room’ opened to what I can only describe as a huge, but soothing living space : incredible comfort, amazing attention to detail, high quality finishes and flawless design.
And then, there were the People of Sediba….. Every 5* lodge is supposed to offer excellent and friendly service, but al lot of them can go to Sediba to learn a thing or two. There, every single staff member added that personal, caring touch and honest smile that is nowhere to be found in books and training sessions, but that comes straight from the heart. It makes one feel truly special. And it is satisfying to see that there are still people around who take pride in their jobs.
Just a few examples of the spirit and philosophy there :
- Being there all by myself, the staff found me for every meal another superb spot. I had dinner in my room ( with my personal waiter and guardian angel at hand ), lunch on a secluded deck with the best view ever, and the one dinner I will never forget ( I was the only client that evening ) : one table, beautifully laid out for me, on a huge deck lit with oil lamps and a massive open fire. When the staff came out to sing for me, it brought tears to my eyes. Because, again, I could feel this was ‘real’.
- My personal ‘guardian angel’ was waiting outside my room with an umbrella, when it was raining, to take me to the main lodge for lunch, dinner or a drive.
- My vocabulary is insufficient to describe the food. The young Chef brought Magic to the table in innovative dishes, artwork to the eye and heaven to the palate. I was asked every day what my favourite meal would be and he worked around that with care and flair.
- The rangers literally went the extra mile(s) to show the clients the animals that were on their wish list. What about driving for 2 hours to the other side of the reserve because the Australians had never seen an elephant in the wild ? The game drive lasted for 5 hours !
- The Spa is what it is meant to be : an oasis of peace, rest and skilful hands, again with incredibly gentle ladies to look after you.
- The communication amongst the staff is amazingly good. One day, I decided not to go on a game drive the next morning. “Fine!”, and “what time would I like to have breakfast ?”. When I told them “ 9-ish ?” they assured me that it was not a problem at all, even if the other guests would have their breakfast at another time. And indeed, no problem : no wake up call at 5h30 ( by mistake ) and no lady knocking on your door at 7h00 to ‘do the room’ ( as I have experienced countless times elsewhere )
I could go on for a while, but the only point I want to make here is : Yes, there is still Excellent Service in this country, you only need to find out where ….

Warm regards,

Myriam Wambacq
GREENHAVEN TOURS cc

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