Objectives

The primary objectives of the tender are to:

• Ensure visitors receive exceptional experiences and complaints are managed promptly.
• Enhance customer satisfaction and foster loyalty through improved service delivery.
• Develop a deeper understanding of customer needs, preferences, behaviors, and motivations to inform business decisions, drive innovation, and improve customer experience.
• Increase the attractiveness of tourism establishments to visitors.
• Equip staff with skills in cultural awareness, communication, problem-solving, and service excellence.
• Promote best practices and continuous improvement among staff, tourism establishments, and industry stakeholders.

Scope

The scope of work involves providing comprehensive training in hospitality care for frontline and housekeeping staff at Ezemvelo KZN Wildlife and Msinsi for a period of four months. The programme includes:

• Designing a structured, tailored training curriculum for hospitality personnel, covering front-line, housekeeping, and food & beverage sections.
• Conducting interactive, practical training sessions at designated facilities (Didima at Cathedral Peak and Bon Accord Resort at Albert Falls).
• Preparing training materials such as manuals and case studies.
• Providing practical training on customer care, housekeeping, complaints management, cultural awareness, diversity sensitivity, problem-solving, tourism knowledge, professionalism, grooming, and ethical behavior.
• Developing standard operating procedures (SOPs) to ensure consistency, quality, and professionalism in service delivery.
• Reporting on training progress, including monthly reports, attendance registers, and final evaluations.

Technical Requirements

• Development of an inception report detailing understanding, methodology, approach, and timeline, to be presented three weeks after SLA signing.
• Design and delivery of a structured training curriculum tailored to different hospitality sections.
• Interactive and practical training sessions, including catering and training materials (manuals, case studies).
• Provision of competency and accredited certificates upon training completion.
• Preparation of standard operating procedures (SOPs) for consistent service quality.
• Monthly progress reports, training manuals in color, and final comprehensive reports with recommendations.
• Team composition including a Project Manager, Skills Development Facilitator, and Assessor with relevant qualifications and experience.
• Adherence to project timelines, reporting requirements, and quality standards.

Skills Requirements

• Project Manager: Management, Tourism Development, or Hospitality Management qualification (NQF Level 7) with 3-5+ years experience in education, training, or project management.
• Skills Development Facilitator: Development Practices Sector Education and Training Authority (ETDP SETA) registration, with 3-5+ years experience in facilitation within tourism and hospitality.
• Assessor: Accredited assessor qualification by ETDP SETA and CATHSSETA/Services SETA, with 3-5+ years experience as an assessor.
• Proven experience in managing similar training projects, supported by reference letters and project documentation.
• Ability to develop and deliver training modules on customer care, housekeeping, complaints management, cultural awareness, problem-solving, tourism knowledge, professionalism, digital skills, and sustainability.
• Strong reporting, communication, and stakeholder engagement skills.