Perceptions both in South Africa and around the world is that standards of service here are poor - certainly not good enough to attract tourists or send them home with word-of-mouth publicity to boost our country's appeal.

But this need not be the last word on service in South Africa - and Adriaan Rall, a registered Leader of SA Host is determined to change the perception and the reality with the implementation of the SA Host customer service training programme, a concept which has been road tested in 14 countries around the world. The SA Host programme forms part of the Business Trust sponsored Tourism Learner ship Project, which is housed within the Tourism, Hospitality & Sport Education & Training Authority (THETA). The programme is however being offered to all sectors.

SA Host is modelled on the successful Canadian "SuperHost" and was brought to South Africa by Afrihost funded by Anglo American. The programme is currently been implemented in Namibia, Botswana, Zambia, Tanzania, Kenya and Mozambique.

"SA Host is a national training project to skill and empower South Africans to deliver high quality customer service and to promote national pride," says Adriaan Rall. "It is aimed at all businesses and services in the private and public sectors with which tourists have dealings, from pharmacies to banks to tourism information offices etc."

Rall points out that tourists do not only include foreign holidaymakers but also those visiting the country on business or for education purposes. It also includes South Africans travelling within their own country.

"In fact," says Rall, "we are as concerned with the quality of service provided to South African residents as we are about the service delivered to foreign visitors. Visitors travelling within their own country use all the services provided in a community, and take away impressions of a particular area. Ultimately the tourist industry will benefit, and so will every other sector of the economy. Service quality and quality of life go hand in hand. Getting our service right to our internal customers, will ensure that our external visitors have positive experiences wherever they go."

SA Host is delivered locally and facilitated by a trained leader in an interactive two day workshop. The aims of the national programme are implemented at grassroots level by 'Local Host Partnerships' to ensure that it is relevant to the conditions in which communities live and work.

"We are therefore very pleased to announce that Proudly Dullstroom has agreed to become the very first 'Local Host Partnership' in Mpumalanga and will promote the programme amongst the communities in the Highlands Meander Tourism Region.

Costs will be kept as low as possible to provide access to a wide range of communities without compromising on the standard of the programme. I am passionate about this programme, as it will go a long way to raising service standards throughout all industries, not just tourism. SA Host is a national product, owned by our country, which will not be run for gain." Says Rall

Those who participate in the workshops become 'SA Hosts', and are awarded a certificate and lapel badge after completion of the two-day workshop. Businesses may become 'SA Hosts Business/Venues' if 60% or more of their staff received SA Hosts certificates. The Venue can then use the SA Host logo for marketing purposes and will be promoted by the various Tourism Structures locally and internationally. Should a community reach a point where 60% of its businesses/Venues are 'SA Host businesses/venues' the community itself will receive 'SA Host Community' status.

"Service is a critical success factor for any community, business and organisation and it is the only factor that gives you the edge to competitors. We are determent to strive for the first 'SA Host Community' in South Africa by building personal, professional and community pride and we will inspire a greater commitment in giving excellent customer service. If we can achieve this, Dullstroom and the Highlands Meander will undoubtedly change from a weekend destination to a holiday destination for both local and international tourist" says Ignas Oberholzer, CEO of Proudly Dullstroom and Estate Manager of the award winning Dunkeld Country Estate.

He said that the spin-offs from the SA Host status will improve profitability, better customer service and a better sense of responsibility for customer needs and their expectations. They will receive national & international recognition and the program will enhance employee pride and a better understanding of their role in the community".

For further information kindly contact Proudly Dullstroom sahost@dullstroom.info or visit our web site: www.dullstroom.info/sahost/

(Isabel Nel)

The Executive Committee of the Dullstroom Chamber of Business gave instructions to Chamber President, Ignas Oberholzer, to save the Post Office at the end of September 2002. This action was taken after Arbee's gave notice to SA Postal Services that he will no longer continue with the agency services.

Due to the fact that the postal Agency is not a high profit business, no one was interested to manage such an agency. The Dullstroom Chamber of Business took up the responsibility of the Post Office as their social responsibility to the Dullstroom community, or so was the intention.

With no assistance from any of the Chamber members, Mr Oberholzer, who is also the estate manager of Dunkeld Country Estate and his staff moved the postal agency to the Dullstroom Station. The station building is a community project of Proudly Dullstroom sponsored by Dunkeld Country Estate.

As president, of the Dullstroom Chamber of Business, Mr Oberholzer continued with this essential service to the community of Dullstroom and took on the payouts of the governments' social grants to increase the services. Proudly Dullstroom sponsored financial shortages exceeding R15000 over a period.

Several attempts were made by various people, namely Mrs. Joyce Moore, Treasurer of the Chamber, Mr Fanie Skhosana, Vice-president of the Chamber, Mr Brian Rowlands, Chairman of the Rates Payers Association, to help raise funds for the Postal Agency, but the rest of the executive members of the Chamber did not do contribute in any way. Mr Oberholzer said that all the work and responsibility was for the account of Proudly Dullstroom and that all the credit was given to the Dullstroom Chamber of Business.

"It did not matter because I tried to add face value to the Chamber in Dullstroom, so that the community can see what the Chamber is doing for the Dullstroom community" says Ignas Oberholzer.

Mr Oberholzer resigned as president on 7th June 2003 and subsequently handed the responsibility of the Post Office over to the Chamber with due notice 30th June 2003.
"It is with great disappointment that we received notice from the Dullstroom Chamber of Business that the postal services will be terminated at the end of June 2003. This means that the pensioners and social grants will be terminated as well." Says acting municipal manager of the Highlands Municipality, Oscar Nkosi.

Jane Mkalane, Mayor of Highlands received several requests for help from the Dullstroom community to assist them. The already struggling people from the disadvantage community in the greater Dullstroom area will suffer even more from this irresponsible decision from The Dullstroom Chamber of Business lead by Mr Malcolm MacRobert.

Oscar Nkosi acted on behalf of the Mayor and made arrangements with Ignas Oberholzer of Proudly Dullstroom to continue with the services of the Dullstroom Post Office and the payouts of social grants. The condition was however that the Dullstroom Chamber of Business transfer their agreement with SA Postal Services over to Proudly Dullstroom.

At a special meeting held on Wednesday 11th June 2003 at the Dullstroom Inn, the letters from both the Municipality and Proudly Dullstroom were submitted by Mr Freddy Makunyane, ward councillor for Dullstroom and councillor responsible for Tourism, to Mr MacRobert, Chairperson of the meeting The contents of the letter were not discussed, nor did Mr MacRobert inform the meeting about the contents. After Ignas Oberholzer, CEO of Proudly Dullstroom addressed the meeting and explained how it worked and what the problems were, other counter solutions/offers was withdrawn and the only offer remaining was the one negotiated by Oscar Nkosi.

Mr MacRobert was still not satisfied with the outcome and put the only solution on the table to a vote. The entire meeting unanimously voted in favour of that Proudly Dullstroom must continue with these essential services to the community. Mr MacRobert did not realised the urgency of the matter and informed the meeting that a final decision would be made on the Chambers AGM. Mr Brian Whitehorn then said that the matter couldn't wait until the AGM because the social grants need to be paid out on time. A special executive meeting was called just after the Post Office meeting was adjourned, where the final decision was taken.
"I would like to thank all the people present at the meeting for their trust and support. Especially Mayor Jane, Oscar Nkosi, Councillor Freddy Makunayne, and all the members of the Rates Payers Association. It is great to see that most of our community can still stand together on issues as important as this." says Ignas Oberholzer.

Proudly Dullstroom, a generic marketing company, was founded in September 2002 by the management and staff of the award winning venue, Dunkeld Country Estate as their contribution to the community. It was done with pride in the history of Dullstroom and confidence in the future of the Greater Dullstroom area. Proudly Dullstroom will foster the personal, economic and cultural growth of the community, contribute to quality of life, promote tourism, foster economic vitality through leadership, create an active network of information support and co-operatively working together for the common good.

It is the goal of Proudly Dullstroom to share with the world, the awesome beauty and natural splendour that Dullstroom has to offer. Due to the nature of the various venues, guests will come into contact with South Africans from all walks of life, sharing in the rich tapestry of cultures and people that make South Africa the "Rainbow Nation".

Proudly Dullstroom is passionately committed to the development of the Mpumalanga tourism industry, with the focus on Dullstroom as anchor of the Highlands Trout Triangle. Proudly Dullstroom aims to offer our valued guest the best of services that the region has to offer. We discovered the free spirit of private enterprise and differentiate ourselves by defining the difference that gives you the leading edge with a daring new concept in network marketing.

The Proudly Dullstroom team believes in ultimate service levels and that tourism is indeed everybody's business. The entire community must be inspired to build a culture of community pride and the best service levels.

Proudly Dullstroom acknowledges their social responsibility, by an age old problem, the struggle against poverty. To combat this, the community must advance social transformation, through a concerted programme of reconstruction and development. This cannot bear fruit if carried out by local government alone and Proudly Dullstroom is building strong linkages with community and business organisations as well as local and provincial government structures. A lack of communication and positive interaction amongst community members can result in a poor perception and lack understanding when it comes to commitments.

As part of the social responsibility initiative of Proudly Dullstroom is the realisation of the growth of the Internet, telecommunications and information network which resulted in shifts in the structure and operations of the hospitality, travel and tourism industries. It is for this reason that Proudly Dullstroom now delivering the Postal services by taking the over the Dullstroom Post Office, News services by taking over the Midveld News, being a SA Host authorised partner and providing the most active and comprehensive Internet network by linking www.dullstroom.info, official web site for Proudly Dullstroom with a variety of web sites across the globe.

Proudly Dullstroom ensures that you are better informed regarding the tourism industry, whether you are a B&B, Guesthouse, Restaurant, Lodge, Hotel, or any other business. There is great interest and need in the hospitality and travel industry for understanding the use of networking and information technology to build greater efficiency, productivity, service quality and profitability

Proudly Dullstroom simply delivers the best.

(Daan du Plessis)

John Carlile a remarkable businessman with a vision and turned his life dream into reality on the 22 May 2003 when he opened the new Builders Market complex, 3.1 hectare under one roof in Middelburg, Mpumalanga. The project, at a total cost R21 million, is undoubtedly the largest one stop hardware store in Mpumalanga with a stock level of R17 million invested in more than 70 000 products.

What makes this project more remarkable is that John insist that all the professional services must be from the Middelburg/Witbank region, all contractors, Sub-contractors, skilled labour, semi-skilled labour and unskilled labourer must be from the local community and just to push his luck totally over the edge, he insist that all material must be supplied by local suppliers.

Over a record period, just over five months, of construction Builders Market created more than 250 temporally jobs and now employ close to 200 people permanently from the community. John said that they are contracting his deliveries out to owner-drivers to improve his services to his clients and to help community members to start a sustainable business. Builders Market are also actively involved in the marketing of the Mpumalanga Stainless Steel Initiative a community project where they manufacture al kinds of stainless steel projects.

John addressed approximately 1500 valuable clients at their opening ceremony, the largest opening ceremony in the history of Middelburg. The moment of glory was overwhelming and John stated that the function reminded him of the movie, Don't Cry To Me Agentina, the well-known Manual Escorcio, who specially delayed his flight to the United Sates, entertained the guest of Builders Market.

John Carlile said that Builders Market Middelburg are delivering free of charge to Middelburg, Witbank, Pretoria East, Bronkhorstspruit, Secunda, Evander, Kriel, Trichardt, Ermelo, Carolina, Marchadodorp, Belfast, Dullstroom, Lydenburg, Burgersfort, Steelpoort, Groblersdal, Jane Furse all farmers and all mining villages as well.

To give the ultimate support to their clients, Builders Market offer all professional services, from architects to plumbers, what ever you needs are Builders can and will deliver.

A South African zoologist recently won one of the world's most prestigious awards for her work in conserving critically endangered cranes in Africa.
Report by Southside Media Syndication. Pics courtesy of EWT.

Lindy Rodwell is passionate about endangered cranes in Africa. The co-ordinator of the Africa Programme of the South African Crane Working Group (SACWG), a project of the Endangered Wildlife Trust (EWT), recently received global recognition for her work in conservation when she won a Rolex Award for Enterprise.

The Johannesburg-based Rodwell is one of only five Laureates selected from nearly 1400 entries submitted by entrants in 113 countries. She was recognised for an ambitious cross-frontier project to conserve the critically endangered Wattled Crane and its wetland habitat.

The biennial awards programme recognises outstanding men and women who undertake groundbreaking projects to advance human knowledge and well being. It carries a prize of US$100 000 as well as a gold Rolex Chronometer watch. "The prize money will go straight into continuing the project's work," says Rodwell. She shares the Laureate title with four men:
- Michel Andre, a French biologist who created a system to prevent collisions between whales and ships;
- Jose Marcia Ayres, a Brazilian forest ecologist spearheading the establishment of the world's largest rain forest corridor;
- Dave Irvine- Halliday, a Canadian electrical engineer supplying inexpensive lighting systems to homes and schools in developing countries;
- and Gordon Sato, a retired American cellular and molecular biologist helping the people of Eritrea establish agriculture based on mangroves.

Crane conservation is nothing new to Rodwell who's spent the last 11 years of her life at its forefront in South Africa. That country is home to three of the world's crane species - the Blue Crane, South Africa's national bird, the Grey Crowned Crane and the Wattled Crane. But it is the latter most at risk - it is classified as being 'critically endangered'. The bird is incredibly sensitive to changes in its wetland habitat and, as a result, is seen as an indicator-species for the health of wetlands.
"The fact is if the Wattled Crane stops breeding, it is a sure signal the health of the wetlands and the communities living off those areas are in grave danger," Rodwell says."
The direct link between the health of the birds, the survival and sustainability of the wetlands and the health of the people means the Wattled Crane is a flagship species for an ecosystem we are entirely dependent on."
The greatest threat the bird faces is the loss of its habitat, primarily as a result of intensified agriculture, dam construction and industrialisation but poisoning, bush fires and collisions with power lines also take their toll.

Rodwell and SACWG's efforts have seen the situation improve within South Africa, but beyond the country's borders the position is not so rosy. It was this fact that prompted her, together with Richard Beilfuss of the International Crane Foundation, to set up the ambitious Africa Programme aimed at building a network of conservationists that will ensure the protection of the Wattled Crane across Africa. "As a result of research in Mozambique we understand the breeding cycle of the bird is linked to the natural flood-cycles of rivers," she says. "In regulated flood-plains, the impact of reduced flooding on the diversity and productivity of the flood plain is significant. "Take for example the Zambezi River system and its associated flood plains that extend across four countries. Wattled cranes move between those wetland areas, sometimes hundreds of kilometres apart, with no regard for political boundaries.

If one section of the system is damaged it obviously impacts on another part downstream. Rodwell and Beilfuss developed an approach that recognises the vital role people play as custodians of cranes and their habitats. Their programme aims to preserve the way of life of those who farm and fish the wetlands, balancing environmental and human needs. "By building non-adversorial relationships with landowners in South Africa we aim to develop communities committed to the conservation of the Wattled Crane and the preservation of traditional grassland habitats," Rodwell says. "At the same time the programme aims to empower African conservationists to lead initiatives - in contrast to traditional conservation efforts that often rely on outside specialists."

Eskom strives to provide a top class service to customers. To do so, Eskom is busy converting old technology to new, as Eskom customers and the public probably would have noticed recently.

The work that is being done includes the following: Changing wooden poles on the high and low voltage lines Removing old and outdated equipment on the poles and replacing it with new technology.

To execute the work, the town has had a few planned interruptions to the electricity supply. Unfortunately the outages were not in all instances ideal and could sometimes have impacted negatively on the area's day-to-day business.

Eskom has shared and negotiated all relevant issues with the Dullstroom Local Council and will continue to do so in future. Eskom regrets the inconvenience, but requests their valued customers to bear with them. Eskom plans to complete the major works by the end of July this year.

The next interruption will be on 18 June 2003 from 07:00 until 19:00. It will affect customers on the Dullstroom/Palmer (PDU) feeder from the following points onward: PDU 140, PDU 142, PDU 149/5, from PDU 163, PDU 163/12, PDU 177, PDU 189/2, PDU 201/6. There will also be work done on the same line on 15 July 2003. On this day there will not be a continuous interruption. As Eskom will be testing the new installations, the supply will be affected intermittently.

For any enquiries, please contact the Eskom Contact Centre. The Centre provides a 24-hour telephonic, fax, e-mail and SMS service 365 days a year.

Telephone or cellphone: 086 000 14 14 (sharecall if you call via Telkom) Fax (013) 693 3886 Write to Eskom at the postal address printed on your Eskom account e-mail: North.eastern@eskom.co.za
SMS to 083 647 1951.
Please include your account number and briefly state your requirements e.g. "123456789 account balance". The account number must be written as a continuous string of numbers
If you use this method to report a power loss, please also include the premises number if you have more than one premises linked to your account.

Eskom is also on the web: www.eskom.co.za Eskom Distribution North East Region.
Contact: Ronel Kotzé, Communication Practitioner, Cell 082 771 4880 Tel (012) 421 3100.

The time is here that we will experience control fires, accidental fires and deliberate fires. Needless to say we are all aware of the damage and great losses that can be caused by fire.

It is in interest of every farmer to be prepared to handle various fire situations within the prescribed regulations. Andre Scheepers of PAFPA can be contacted on 083 310 74252 in case of emergency or any assistance.

A Basic Fire Fighting Course was recently presented in Dullstroom and 31 farmers and farm workers attended the training. Every one of them passed the course successfully.

Mpumalanga's tourism sector has created more than 69 000 permanent jobs over the last 10 years, says provincial tourism director Calvyn Gilfellan.

He said a recent study commissioned by the Mpumalanga Tourism Authority and done by the University of Potchefstroom found that 69 364 permanent jobs and over 250 000 indirect jobs had been created in Mpumalanga.

November 2002 Edition