Newsletter

 

·      Committee Vacancy

·      THEBLOG

·      Don’tbe caught out – NEW CONSUMERLAWS

·      New Look BBFAA Newsletter tomembers

·      Industry Day2011

·      Response to South Australian Tourism Commission draft Regional Tourism Growth Plan 2011 - 2014 proposal

·      Sites of Interest – The Environment.

COMMITTEE VACANCY:

Anne Parsons has served our SA State committee splendidly over the last three and a half years, but for a variety of reasons has found it necessary to resign from our State committee. Anne has conducted WEA course on running a B&B and hundreds have benefited from her wisdom and experience. She has also hosted several of our Association Christmas shows in recent years, and has been a dedicated and energetic committee member, bringing a wealth of experience and innate common-sense to the team. We are sorry that she is not continuing in her role, though in the short term she will continue with the WEA Courses.

The good news is that it opens up an opportunity for someone else. If you would like to be a participant on the State Committee, or even sit in to determine whether or not this is your scene, we would like to hear from you.

THE WEBSITE and THE BLOG:

Have you visited the BBFAA website or even the state website recently. There are some refreshing changes. You will find once you log in a new LANDING PAGE which is for your use and not seen by the public. It is a very useful page to help you navigate the website or alter information about your B&B. Go in and explore and adjust your own website if you wish.

Those who visit the MEMBERS BLOG are finding it a very useful tool. Because ‘members only’ can see it, you can make frank comments and observations, or seek advice from the wealth of experience amongst our ranks. It contains a good deal of anecdotal material, and you will feel at home with the many issues that emerge. Current topics on the blog include:

·      Questions and answers on star ratings.

·      Issues in relation to the sale of workplace compliance posters

·      Servicing Hot tubs and spas

·      The next Industry Day in August

·      Debate on AAAT star rating scheme

·      Refunding deposits when a person cancels

Anyone can start off a discussion or ask a question. Log in to the wisdom of the members. You can tick the box to be informed by email when there is a new blog added, or un-tick it if you wish.

My wife and I run Scenic Encounter B&B. We have found ourselves on many websites over the years, and today I learned the hard way how important it is that these are accurate and right up to date. Somehow a ‘red hot deal’ designed for winter some years ago, was still sitting on a commercial website and was discovered and booked by a potential guest. It contradicted the rest of the website information including pricing, but I must admit, it was there, and we had to accept the booking at a greatly reduced rate.

Along with several other pieces of legislation, a new law came into effect at the beginning of the year that went almost unnoticed. On 1 January 2011 the Australian Consumer Law took effect and replaces 20 former state, territory and commonwealth regulations with one law.

Just how it will impact on the hospitality industry will certainly be tested over the coming months and there are a few parts of the legislation that accommodation managers need to be aware of, including:

(a) Businesses must not make false, misleading or deceptive claims about a product or service.

(b) No product can be advertised if it cannot be supplied.

(c) Consumers are entitled to pay the lowest price if more than one price is displayed.

(d) Consumers are entitled to see the total price, inclusive of any additional fees, charges or taxes.

The last two of these could be a problem for all B&B managers. The lowest price clause could face a real test for those booking on the Internet where a property with several ‘products’ is offering differing rates or special deals. Likewise, accommodation managers are going to have to be very careful when it comes to “add on” charges on bills if the services charged for are implied in promotional material as being provided.

(a) and (b) are also relevant to B&Bs. Double booking of rooms (in case of no shows) or offering a facility or service that is undeliverable or costs extra are vulnerable areas.

Contraventions of most consumer protection provisions now carry potential new penalties of up to $1.1 million per offence. These penalties are far easier for the Australian Competition and Consumer Commission to obtain than the old penalty regime, as the ACCC no longer has to take lengthy and expensive criminal investigations and prosecutions to secure the penalties.

The ACCC can now also issue an “infringement notice” for many alleged contraventions. These notices, likened by some to a large ‘speeding fine’, can be up to $66,000 (depending on the contravention) and can be paid without an admission of guilt.

NEW LOOK BBFAA NEWSLETTER TO MEMBERS

PILLOW TALK is the newsletter for the National Professional Organisation for Australia's Bed & Breakfasts, Farmstays & other Quality Hosted Accommodation. It has been given a facelift to allow you to choose those materials you wish to read, rather than have to forage through the detail. If you have not received the edition released on the last day of January via email, let Liz Pryor know.

Now we are a National body we no longer have a formal SA Newsletter. IN THE LOOP is produced by the SA Chairperson as needed to convey local information to SA Members. It is made up of snippets that may be of interest to members.

INDUSTRY DAY AND AGM 2011

This is being planned for early August (possibly Tuesday 2^nd August). In 2011 the Southern Fleurieu B&Bs surveyed members to establish a suitable location, ideas for program, and organized the day in response. It was a wonderful event at Woodstock Winery.

Is there a group of B&Bs who would like to plan the 2011-day? Have you ideas in relation to location? At this stage the following suggestions have been received – McCracken Country Club (Victor Harbor), Woodstock Winery (McLaren Flat), Clare Country Club, and Seaford Hotel. Add your thoughts to the members’ blog.

SOUTH AUSTRALIAN TOURISM COMMISSION DRAFT REGIONAL TOURISM GROWTH PLAN 2011 - 2014 PROPOSAL

The State committee has responded to these proposals on your behalf. Here is an extract taken from our response.

There is general agreement amongst SA BBFAA committee members that this is all heading in the right direction. For any industry to grow it must be dependent upon it's own broad based resources of those it represents rather than Government funding, where political influences and those of bigger more influential players in the industry may take hold. Already the funding and creation of SATIC has shown that the Government is willing to diminish it's role and influence and build ownership from within the Industry itself.

The draft Regional Tourism Growth Plan is, however, primarily focused on the participation of Local Government in achieving change. This is both its strength and its weakness. Where local governments grasp the vision and appropriately resource the initiative the potential of the plan can be achieved. However, not all councils value tourism growth and will see withdrawal of Visitor Information Centre funding as a reason to reduce the functions of its centres. There will need to be the establishment of formal agreements with local government to ensure there is no dilution of services.

Under the proposal, SATIC is only engaged with the development of industry skills. This is an appropriate role as against marketing. No other sector involvement is mentioned, although it may be implied through Local Government consultation. Local Government in the past has had patchy record of support for the tourism sector and its level of consultation with industry operators has not been inclusive. Again, clear guidelines will need to be established that form part of the negotiated agreement with Local Government.

Rather than running the likelihood of the actions being Government driven, representation and consultation with those at the coalface need to be part of the framework. This could involve some industry bodies sitting on the "Regional Marketing Reference Group" or at least engaged in consultation with Local Government in determining the direction of any actions.

If this does not occur, the danger exists that there will be individuals on the reference group who haven't been operators or possess the knowledge and skills as to how to operate a successful business on limited funds. In the absence of such individuals funding is likely to be spent on flashy, high profile and expensive activities as against those that operators know where they get their best returns for the dollars spent.

Some other comments:

•          We are in general agreement that the focus should be on the intrastate market as this forms the bedrock for regional tourism. Past excursions into interstate marketing have been expensive and their outcomes uncertain. Let SATC market interstate and overseas with the destination being South Australia. Apart from Victoria, there would be little market knowledge of regional identity. The few exceptions would be Kangaroo Island, Flinders Ranges and Barossa.

•          The overall goal of 8.4%pa is in our opinion somewhat unrealistic but sounds exciting and so that is why it has been chosen? This needs some justification in the documentation, as the document is a single strategy document.

•          While rolling 6-month campaign calendars & kpi’s would be signed off by the funding partners, the next question is clear. What happens if Kpi’s are not achieved?

•          The proposal to cut wages and administration costs and divert these funds into marketing is supported, but there needs to be some encumbrances placed upon all funds that are to be made available for regional use.

•          Getting $600,000 from Local Government will be a stretch and local governments will need to be convinced, particularly as they will need to make up a greater shortfall to continue to provide Visitor Information Centre services. Perhaps they will seek some further funds from industry operators and/or collect tourism commissions at a higher rate?

•          Outsourcing Visitor Guides is a good idea. We believe that far too much emphasis is given to regional guides. By taking a commercial approach they can be made less expensive and cut the over the top print runs.

•          There is clear evidence that accommodation users and travelers have come to rely heavily on Internet services, with some accommodation providers claiming that this generates over 90% of their business. A worthwhile strategy would be to seek local government support for a stronger tourism presence on their websites, with convenient links to services, accommodation, and tourism attractions.

•          Although VIC's could become better at cost recovery they are unlikely to become self-sustaining. However more should be done to decrease their reliance on Government (State & Local) funding. There needs to be a business incentive to encourage more entrepreneurial approaches.

•          Developing regional infrastructure is a necessary prerequisite for growth. Travellers want to see better facilities and services and access. With changing consumer demands comes the necessity to continually develop and upgrade.

•          We note that the expertise within VICs ranges from well-trained professionals to well meaning volunteers. Each centre operates quite differently even within an accreditation framework. Some work will need to be done to support centres in their new roles, and centre managers may well need SATIC training that will support the thrust of the plan.

THE ENVIRONMENT – websites of interest.

•    Caring for our Country - http://www.nrm.gov.au/funding/index.html

•    Energy Efficiency Programshttp://www.climatechange.gov.au/government/programs-and-rebates.aspx

•    Grants to Voluntary Environment and Heritage Organisations - http://www.environment.gov.au/about/programs/gveho/index.html

•    Green Precincts Fund - http://www.environment.gov.au/water/policy-programs/green-precincts/index.html

•    Heritage grants and funding - http://www.environment.gov.au/heritage/programs/index.html

•    Indigenous Australians - grants and funding - http://www.environment.gov.au/indigenous/grants.html

•    Parks & Reserves - http://www.environment.gov.au/parks/programs/index.html

•    Water Grants & Funding - http://www.environment.gov.au/water/programs/index.html