She tells us how the association operates and how consumers can go about lodging complaints against small tourism and hospitality establishments.
1. What is the primary function of the National Accommodation Association?The
National Accommodation Association of South Africa (NAA-SA) is a non-profit making organisation that represents 1200 establishment members across the country. We advise, support and assist establishment owners in all matters pertaining to the smaller accommodation industry.
2. Describe a brief anecdote or case study to illustrate how your office operates.We are currently dealing with two cases of complaints both concerning guests who arrived at booked accommodation and are disappointed with the standard of service and facilities offered. The accommodation establishments have received a copy of the complaint and have been requested to submit a report outlining their version of the incident. They have seven days in which to comply. With or without their report, the complaint without the name of the establishment is then forwarded to three independent adjudicators who provide a written suitable outcome. The complainant is also requested to suggest what they see as a suitable outcome. The adjudicators’ decision is final and can range from suspension of membership to monetary compensation to the guest.
3. How long have you been the President of the NAA-SA and what do you enjoy most about your position?I have been the President for eight years. I enjoy the challenges, sourcing answers to questions, seeing disputes rectified in a diplomatic fashion, observing the growth of NAA-SA and its recognition at all levels.
4. What does your average work day entail?Answering queries, advising members on business ethics and procedures and the legalities to which they must comply. Also giving information about how to start an accommodation establishment, where to obtain funding, how to claim the benefits the NAA-SA offers, how to join the NAA-SA, human resources and labour law assistance. The NAA-SA attends meetings on behalf of members and sits on various tourism committees to keep abreast of current issues applicable to the industry.
5. What qualifications and qualities do you need to be an ombudsman?Impartiality, understanding, interpersonal skills, ability to listen and a good knowledge of the industry and the expectations of the traveller.
6. When should a consumer lodge a complaint with the NAA-SA?Immediately when there is a problem, whether it be during the booking stages or after departure.
7. What three tips can you offer our readers?Book with an establishment that is a member of a reputable association such as the NAA-SA, GHASA (Guesthouse Association of SA), AA Travel, Portfolio, Tourism Grading Council of SA, so that they have recourse if there is a dissatisfaction. Complain fairly and not just to seek revenge or a free holiday. The Customer Care Policy is there to help both the consumer and the supplier. Check that a confirmation, invoice and cancellation policy is provided and keep them safely for future reference.
8. Who are the top performers in the tourism and hospitality industry?Establishments that provide the service they claim to offer, who go the extra mile, value their guests and who give service excellence and advertise truthfully. Top performers operate an in-house complaints procedure and deal with difficult situations between themselves and their guests on the spot.
9. How many complaints has your office handled over the last year?Between six and eight. They occur mostly at peak times, Christmas, Easter, and during the school holidays.
10. What is the average time taken to deal with complaints?We aim for two weeks from start to finish. However, this timing is dependent on several factors and can vary accordingly.
11. What is the average cost per complaint handled?We offer a free service to members and consumers.
12. Please provide statistics complaint outcomes achieved and consumer satisfaction levels.75% of complaints received are successfully solved. The remaining 25% we attempt to rectify by offering incentives, e.g. complimentary vouchers at another NAA-SA establishment of their choice. This is done to maintain the reputation of the association and its members.
