Whale Cottage Portfolio Blog

Our blog has been running a Restaurant Winter Specials list for the past few months, with more than 100 restaurant offers attempting to attract locals into restaurants in Cape Town and the Winelands towns, in what is traditionally a poor time for the hospitality trade.  The winter special of The Kove in Camps Bay only is good value relative to what the restaurant normally charges for its dishes, and does not compare favourably to many of the restaurant specials offered.

The Kove is part of a quartet of restaurants owned by Paul Kovensky (the surname being the inspiration for the naming of The Kove, no doubt), three of them being almost next door to each other in The Promenade building in Camps Bay (The Kove, Zenzero and Paranga).  Pepenero is located in Mouille Point.   The latter restaurant occupies a large space, and clearly was not able to attract enough custom to fill the space, and since last year has attracted food bargain hunters by offering specials.  The Kove is the only other restaurant in the Kovensky Quartet to be offering winter specials this year.

When we entered the restaurant on Saturday evening, after having left the over-heated and over-priced Zenzero next door, we were offered a table closest to the fireplace, which we declined, not without some attitude from the Manager Bevan (the type that knows better than you do where you would like to sit).   The first thing I noticed was the tattoos on Bevan’s arms (I am sorry, but it is the most off-putting thing, something that I experienced at Leaf Restaurant recently as well).   Waiter Casper presented himself soon thereafter, and gave me one of those looks that declares attitude without saying it.  By “mistake”, waiter Richard also presented his services to our table, and he was genuinely nice and we requested that he be our waiter, and he did a great job in looking after us with what seemed like genuine interest.  

The restaurant has a raised back section, with different chairs compared to the street level section, in which the chairs look like lawn furniture, in smart white and silver frames, with white or green chairbacks (the same grass green as at Leaf Restaurant), with green blankets over the chairs, should one still be cold inside the warm interior.  The lighting is dimmed to very low, making it difficult to read the menu.  We had flashes of white light from the World Cup TV above us, when it changed its picture!   Music was vibey, from an iPod playlist, along the lines of the Gotan Project.   Riedel glasses are on the table, and good quality linen and cutlery is used.  A faux library on both sides of the restaurant is meant to add a homely touch, I assume.  The ceiling of the street level section of the restaurant is adorned with a mock grapevine in autumn colours, and there are plastic marigolds on the table.

The menu for the Winter Specials covers two pages almost hidden at the back of the menu, and one is not told about them spontaneously (as at Five Flies and 1800 Restaurant at the Cape Royale).  One has a number of choices of specials, making it feel like one is really getting a good deal, but the Specials prices are average compared to other Cape Town restaurants.  First, one has the option of a two-course special, consisting only of a starter and a main course, and a glass of wine, at R 120.   The problem starts with the wine.   Why would a reputable restaurant offer an unlabelled unidentified white and red wine as part of the special?  It cheapens the Winter Special immediately.  They must have paid next to nothing for it, if they have to hide the wines’ origins.   Starter choices are mussels, Prawns 3 Ways, calamari, chicken livers and a house salad.   My partner had the prawns, brought to the table with a finger bowl, and the “3 ways” are 2 minute prawns each served with mustard and brandy, garlic and ginger, and orange and cumin.  It was a struggle to get them out of their shells.  The main course choices are fresh line fish, sirloin steak, baby chicken, beef burger and pork ribs.  The portion sizes are not indicated, and a starch is served with these.   (On the a la carte menu, one has to pay extra for starches, sauces and salads).   The steak was served medium rare, as ordered, but was not as tender as my partner would have liked it to be, with a tendon running through it, showing that a cheaper cut of meat had been used.   A good spicy and creamy Pepper Sauce was served with the steak.  No desserts are offered as part of this special.   Two small slices of older white bread were served, which I did not even bother to try.  To do the mathematics on the special: normal price for 1/2 prawn portion R45 + sirloin steak R85 + sauce R 20 + mash R20 = R170 (Special price charged plus glass of unidentified wine R120) - however, paying R125 for the 200 - 250 gram sirloin, mash and sauce on the a la carte menu is excessive anyway. 

In addition to the two-course special, one can order oysters at R 9 each, 1 kg of prawns or Karoo lamb chops at R99, fish and chips at R79, 400 gram ribs at R75, and a seafood platter at R129.  On the surface these prices are not bad at all, until you realise that these are standard prices elsewhere, and more expensive than some of the other specials offered elsewhere at the moment (e.g. a 6-course dinner for R150 at Myoga and at La Mouette).  I had the lamb chops, three served on a large plate with the mash served lukewarm after the meat was brought to the table, in a side dish. The steak knife provided was super in getting to the bone.  I loved the ‘braai’ taste of the chops, which Richard told us came from the special basting sauce.  I would have liked to have a finger bowl.   The chops were ordered medium, but the meat closest to the bone was raw.  Ten cocktails are part of the specials list, at R25 each, but we were given the cocktails menu (with peeling plastic cover), showing a Mojito at R40, and were not told about the specials.  As part of the Winter Special, The Kove also serves “tappas” between 3 - 7 pm, and two cost R 45 and three cost R60.  One has a choice of twelve, including hake goujons, pop-corn prawns, deep-fried halloumi, teriyaki salmon and stuffed jalapeno poppers.

The a la carte menu has starters ranging from R 50 for a mussel pot, seafood chowder, goat’s cheese tartlet and buffalo wings, to R 90 for 12 of the prawn 3-ways (having seen them on the special, and being seawater prawns, this is hugely expensive for what one gets), and salads cost R 40 - R 75.  A wide selection of steaks (fillet, sirloin, entrecote, chateaubriand), each in two weight options, is offered, a 250 g sirloin costing R85 and a 500g Chateaubriand costing R200.  Unspecified Venison costs R120 for 250g, as does baby chicken.  Starches are extra at R 20 each, as are a selection of five sauces, also at R 20 each.  A Braai section offers a 1,2kg fillet to share at R395, “kreef” at R 195, ribs, an identified skewer and fish.  A number of seafood options are available, a seafood platter costing R295, calamari costs R80, and baby kingklip R130.

For dessert we shared an odd item on the a la carte dessert menu, being waffles with syrup and cream, perfectly executed, at R 45. Other desserts include apple crumble, and pecan nut pie, costing between R35 - R45.  The Cappuccino was made with LavAzza coffee, but was thin and not the best I have had. 

The wines-by-the-glass at The Kove are very expensive, being based on three glasses out of a bottle.  The difference in price between the cheapest shiraz (Spier 2009) at R 30 and the next up at R95 per glass of Kevin Arnold made me choose the former, a grave mistake, in that it was so bad that I could not finish it.   I asked for the wine to be poured at the table, but the manager was about to refuse this, when he changed his mind.  I wondered what I would have been served (perhaps the same unlabelled wine for the special?).   No vintages are specified on the winelist, nor are the wine varietals or brands described.  The 15-page beverage list is Fleur du Cap-branded throughout, on every page, even though only two of their wines are offered out of the more than 100 wines on the winelist (and typed as “Fleur de Cap”!). 

The winelist is introduced with notes on “Matching wine with your food”, highlighting the essence of “paring” being “seeking to achieve a balance in your personal tastes”.   It indicates which wine types (e.g. “high acid wine”) go with which food types, and lists white wines with high acid as including Sauvignon Blanc, Riesling, and sparkling wines; and red wines with high acid level Pinot Noir, Sangiovese and Gamay. The effect of adding salt to the taste of the wine was an eye-opener, in that it reduces the astringency of wines.   Riedel gets a half page punt and branding, and the benefits of decanting wine is highlighted (although not practised, in that it may have made the young Spier more palatable). 

Fifteen champagnes are offered, ranging from R1 000 for Laurent Perrier Brut Rose and Louis Roderer Brut, to R6000 for Dom Perignon Rose’.  One can order seven of these by the glass, starting at R 140 for the Moet et Chandon Brut Imperial to R 220 for Veuve Cliquot Vintage. Only five Methode Cap Classiques are offered, two Graham Beck and Pongracz each, and Boschendal, ranging from R180 - R320. The Graham Becks are served by the glass too.     A large selection of Chardonnays is offered, dominated by Hamilton Russell (R420), with Muratie Isabella at entry level (R175), and Sauvignon Blancs (between R180- R250).  Fewer red wine choices are offered by varietal - the Shiraz category costs from R200 - R280, but has the Spier at R130.  Four Organic wines (Avondale Chenin Blanc,  Reyneke Reserve white, Waverley Hills Cabernet Sauvignon and Stellar Merlot), and two Kosher wines made by Backsberg, are also available.

Bevan came to the table, to give us our Loyalty Card, and annoyed me when he told me that it is only for South Africans.  10 % of the value of one’s meal is added as points to one’s Loyalty Card ‘account’, redeemable at any time on presentation of the card.  This would bring value to dining at The Kove, but problems with the system in the past two years has made me sceptical about the accuracy of their record keeping, as they claim to have lost details of our guests having eaten there in the past, and therefore the redeemability of the points.

The Kove is one of the few places that has served a good steak in Camps Bay in the past, but the winter special does not reflect this quality.  It is expensive if one orders off the a la carte menu, and its “winter specials” are only specially priced relative to the normal high prices the Kovensky Quartet charges, and seem to be poorer quality cuts, with unacceptably poor quality wine, thus not making The Kove value for money.

The Kove, Shop 2A, The Promenade, Victoria Road, Camps Bay.  Tel (021) 438-0012.                  www.thekove.co.za (full menu and winelist featured).

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The best compliment that FIFA could pay South Africa is the declaration by Jerome Valcke, FIFA Secretary-General, two weeks ago that “South Africa will always be a Plan B for any World Cup”, reports AFP, and an amazing compliment to the Local Organising Committee (LOC), as well as to South Africans across the board, in organising the best “party” in the world and showing the “gees” of our nation to our visitors and to our fellow countrymen.

FIFA praised the country for what it believes will have been a ”perfect” World Cup.  “If on July 11, we are on the same level as we are today (3 weeks ago), I would say it’s a perfect World Cup”, he said.  Initial transport problems led to empty seats at the Opening Match in Johannesburg on 11 June, but these problems were quickly ironed out.

The World Cup has made South Africa and the continent of Africa “sexy”.  At the TIME and CNN Global Forum, which was held in Cape Town two weeks ago, and was attended by a large number of the world’s global business leaders, South Africa’s smooth hosting of the World Cup had changed perceptions about the country and the continent, speakers said, reports The Sunday Independent. TIME editor Michael Elliot said that the country is riding an “extraordinary wave of energy and optimism”, and stated that South Africa is “on the verge of tremendous opportunity”.

So how has South Africa benefited from the World Cup?    The benefits have been financial and emotional:

1.   A legacy of infrastructure - I disliked the word “legacy” initially, when I heard politicians justify the billions of Rands to be spent, but now that legacy is concrete, with ten new or upgraded stadiums around the country, fantastic roadworks leading into Host Cities, and around the stadiums, airports of an international standard (almost all, given the embarrassing fiasco at King Shaka airport in Durban), a Gautrain in Johannesburg and a modernised train station in Cape Town, new modern buses, upgraded city pavements, city greening and new city artwork to beautify the Fan Walks.

2.  The “gees” Ke Nako that was the theme of the World Cup grew throughout the World Cup into an unheard of spirit of national pride, surpassing that of the Rugby World Cup in 1995. The nation-building power of sport, first through the rugby match between the Stormers and the Blue Bulls in the Orlando Stadium, and the powerful bonding of South Africans in supporting the Bafana Bafana team, as well as them demonstrating the pride in their country via mirror socks, flags on the cars, and flags on their homes and businesses, has been one of the most wonderful benefits of the World Cup, and is likely to last well beyond the end of the World Cup. For the first time the country became proud citizens of their continent too, in supporting “BaGhana BaGhana”, when they were the final African team to play in the tournament.   Many South Africans doubted their nation’s ability to host an event of this magnitude across nine different locations around the large country, but she has done her country proud.  Locals are already calling for a regular way of displaying unity, by putting up flags, wearing the Bafana Bafana colours, or those of our country’s flag. 

3.  The improvement in South Africa’s image world-wide is the best legacy of all, and perhaps we needed to hear bluntly at the start of the World Cup how dimly we were viewed by the world.   Whilst we hated her broadcasts, Emma Hurd of SkyNews was the wet blanket that reminded us day in and day out about how dreadful life can be for many of our citizens, but even then the TV station changed its tune, its broadcasts became more and more positive, and Ms Hurd’s focus moved more to the soccer and less on the social imbalances.   Maybe it was a blessing that England fell out of the tournament so early on, which led to less interest in the World Cup reporting by the station.   Reporter after reporter has written about how they feared coming to the country, having heard about its reputation of crime, AIDS, poverty, and even apartheid, but all wrote about how pleasantly surprised they were about the spirited and united nation they saw, and about the first class facilities they encountered.   Not only South Africa but Africa benefited in image, as written above already.   Africa has been the step-child of the world, and it was the “social responsibility ” of the world, and FIFA in particular, that saw South Africa awarded the rights to hosting the 2010 World Cup - a tremendous leap in faith for the body at the time, but a dividend that has paid off richly for FIFA President Sepp Blatter and his team, not just in terms of their revenue earned, but also in their image for having the faith and in sticking behind South Africa, denying that they ever had a Plan B and a Plan C.

4.   The control over crime was a surprise even for South Africans.  The cancellation of the contract between the FIFA Local Organising Committee and Stallion Security at the Cape Town and Durban stadiums was no security loss at all, and the police did an outstanding job in handling the security of the stadiums, as well as of the Host Cities in general, with high police visibility, and a marked reduction in crime in general.  Western Cape Premier Helen Zille told the Cape Town Press Club that a BBC interviewer had expressed his surprise to her about not seeing the “expected crime wave”, reports the Weekend Argus.  Never before had such visible policing been seen, not only in and around the stadiums, but generally in city streets and in shopping malls.  One wondered where they had been hidden all these years, and hopes they will remain.  South Africa was not prepared to compromise safety, its biggest vulnerability, and I experienced what I first thought was a crazy safety procedure to have my car security-checked at the Green Point Traffic Department, with a car search, a sniffer dog search,  a search underneath the car, and a personal security check, then a blue light escort into the stadium.   Special World Cup law courts also acted immediately on World Cup-related crimes, and meted out harsh fines and penalties for theft and other crimes, and the incident of the British fan entering the England team changing room, and the subsequent admission of guilt payment by the Sunday Mirror reporter related to this matter, attracted varying reaction to the harshness of the fines. 

5.   Whilst South Africa was shunned as a “rip-off” country for its cost of flights, accommodation, transport  and World Cup packages prior to the World Cup, due to the 30 % commission add-on by FIFA hospitality and ticketing agency MATCH to already high prices of flights, accommodation and transport, the prices of all of these aspects of the World Cup quickly dropped when MATCH cancelled the bulk of its booked rooms, and SAA cancelled the seats MATCH had booked.   It was unheard of that accommodation rates dropped during a world event, but pricing is about supply and demand, and the lower than expected demand necessitated the decrease in rates, which did increase last-minute bookings to some extent.  It was gratifying to see soccer fans book their own accommodation, preferring to book more reasonably priced guest houses.  It is hoped that the world will forget its initial image of our country in this regard.

6.   The biggest surprise for locals was the power and fun of the Fan Walk in Cape Town.  It appeared that this may have been the only city in South Africa to have one.  Despite one’s scepticism of the concept initially, given Cape Town’s winter weather, not even rain could deter ticket holders and even towards the end, on a sunny afternoon, Capetonians without tickets from walking the Walk.    The flags put up everywhere became a trademark, and made Cape Town look festive, and one hopes they will stay, and give a nostalgic memory of the biggest party Cape Town has ever experienced.

7.   South Africa has new tourism icons, the very beautifully designed stadiums becoming tourism assets in their own rights.   The Soccer City, Durban, Cape Town and Nelspruit stadiums in particular are beautifully designed.  Cape Town had a Big Six it marketed - now it has the Big Seven, the Cape Town Stadium added, which became the backdrop to most broadcasts from the city.

8.   If it has not been said above, the interpersonal tolerance between South Africans seems to have improved, and small courtesies towards other pedestrians, motorists and shoppers are manifestations of the wonderful spirit of “South Africanism”.

9.   “White” South Africans have caught the soccer spirit, and the majority never were interested in this sport.   One never thought that locals would rush off in such large numbers to buy their match tickets online, and to queue for tickets at FIFA outlets in Host Cities, even camping outside the doors the night before.  More than 3 million tickets were sold, and about two-thirds went to South Africans.  We all became enraptured with the game, and all learnt new terminology about soccer (although most of us still do not know if it is ’soccer’ or ‘football’ that we have been watching!).  We got to know the names of new soccer heroes - Diego Forlan, Thomas Mueller, Bastian Schweinsteiger, Miroslav Klose, and many more, for their performance on the pitches.

10.  School children but also adults learnt about geography in terms of the participating nations, so that Serbia, Slovenia, Slovakia, and the South American countries of Uruguay and Paraguay could be placed.  Nestle ran a “Children of the World” promotion, with information about different participating countries on their Smarties boxes.   Hopefully South Africa featured on the atlas of children and residents of the world community whilst they watched the many matches in the past month, and saw their countries’ TV stations present documentaries about our country.   We got to know the flags of participating nations. 

11.  Musically, life will never be the same, the vuvuzela being synonymous with the 2010 World Cup, and will no doubt be the “spirit maker” at future sporting events around the world.   Loved and hated, the “toot toot” during broadcasts and live matches were part of this sporting event.  FIFA President Blatter refused to have it banned, when called upon to do so by the world media and by players, who said that they could not hear their coaches and the referees.  The world’s largest vuvuzela was erected on Cape Town’s unfinished highway for World Cup sponsor Hyundai.   Two songs will go down in World Cup history - “Waka Waka” by Shakira, much scorned when it first received airplay on radio, but now synonymous with the event, South Africa, and even Africa - as well as K’Naan’s “Waving Flags”.

12.   It is the future tourism legacy that will hopefully benefit the country, in that it will attract tourists to our country in future.  Due to the improvement in South Africa’s image and the wonderful documentaries about South Africa (for example German TV station ZDF dedicated hours of coverage of South Africa, using our ex-Miss South Africa Jo-Ann Strauss, speaking her best possible German - she is engaged to a German), one can hope for an influx of tourists for years to come, but one must be realistic about the depressed economy internationally, and even locally, said our Governor of the Reserve Bank Gill Marcus last week.

13.  If there is one name we will never forget in the context of the World Cup, it is the by now well-known Paul the Octopus from Oberhausen in Germany, who correctly predicted 5 wins and 2 losses for Germany, as well as the win for Spain against the Netherlands in the Final. He even has a Twitter page @PPsychicOctopus, which surpassed 500 Followers in just four days.

14.   The media coverage for South Africa has been phenominal, many countries sending media representatives not only reporting about the soccer but also doing documentaries about the cities in which they were based.  The BBC had a special Studio built on top of the Somerset Hospital, giving it a fantastic view of a beautiful Table Mountain on the one side, and of the beautiful Cape Town Stadium on the other side.   An hour after the Final last night, ZDF was still broadcasting about South Africa and the World Cup, recapping the highlights of the sport event and of the country.  Even normally cynical Oliver Kahn, who was a co-presenter, praised the organisation, hospitality, friendliness and lack of hooliganism of our host country.  ZDF probably was the TV station that gave our country the most, and most positive, TV coverage.   The Final is expected to have been seen by 700 million TV viewers around the world last night.

15.   The power of the endorsement in terms of VIP attendance at the matches is unmeasurable, and those celebrities that are on Twitter, Paris Hilton and Shakira for example, who expressed their delight, spread the word even further.  Nelson Mandela and his wife Graca Machel, Queen Sofia of Spain, her son Crown Prince Felipe and his wife Letizia, Holland’s Crown Prince Willem Alexander and his wife Maxima, Prince Carl Philip of Sweden, Prince Albert of Monaco and Charlene Wittstock, German President Christian Wulff, German Chancellor Angela Merkel, Brazilian President Luiz Inacio Luia da Silva, Charlize Theron, Morgan Freeman, Mick Jagger, Kimora Lee Simons, Leonardo DiCaprio, Andrea Bocelli, Franz Beckenbauer, injured ex-German captain Michael Ballack, Bill Clinton, David Beckham, will.i.am and the Black Eyed Peas, Naomi Campbell, Princes William and Harry, London Mayor Boris Johnson and many more attended the matches over the past month.

16.  Despite the winter timing of the tournament, Cape Town and Port Elizabeth’s weather generally played ball.  Cape Town had three rain days during matches, and challenged the perception of Johannesburgers that it rains all the time.  

17.   The smooth logistical running of the World Cup has opened up the country to bid for other events, and the 2020 Olympics is the next event the country has been invited to bid for.   IOC President Jacques Rogge has been in the country for more than a week, and has been warmly recommended the country by his friend FIFA President Sepp Blatter.

18.  Social media marketing received a tremendous boost during the World Cup, and peaked on 11 June, the start of the World Cup.   Only one event challenged interest in the early part of the event, being the engagement of South African Charlene Wittstock to Prince Albert of Monaco.  As soon as the USA and England teams were eliminated, web traffic fell dramatically, partly though due to the problems with the SEACOM cable for those websites that are hosted overseas by their servers.   Yet action on Twitter never let off, and whenever a goal was scored, Twitter crashed. Twitter users followed soccer stars they had not previously heard of, and even Sepp Blatter opened a Twitter page (@SeppBlatter). 

19.   The initial high airline ticket prices encouraged many locals as well as tourists to drive between Cape Town and Port Elizabeth, and also to other parts of the country, to save on costs, thus supporting tourism in smaller towns and cities that were not Host Cities.  One hopes that this will lead to a rediscovery of the Garden Route, an area that has suffered badly as far as tourism goes in the past three years.

20.   One can be grateful from a business perspective that the World Cup did take place in winter, a normally quiet period, therefore not influencing productivity, or lack of, badly on match days, and on Bafana Bafana match days specifically, which saw shops and businesses close early.   This is compared to many companies that close for their Christmas/New Year break, when Cape Town is at its busiest.

21.   The surprise benefits of coming to the country for the international soccer fans was the beauty of the country, and in Cape Town the fans were surprised about what special beauty the city offers - the mountains, the sea, the wildlife at Cape Point, and the winelands.

22.   Soccer fans that arrived without tickets and locals enjoyed the “gees” at the Host Cities’ Fan Parks, many offering top notch musical entertainment every day, and broadcasting all matches.  In early days the Fan Park on the Grand Parade had to be closed, due to over-capacity.  Other fans went pub-hopping, Long Street being popular for this, with numerous bars and restaurants with televisions.  The V&A Waterfront was another popular destination, and every restaurant agreed to install TV sets for the duration of the World Cup.   Paulaner Brauhaus and other hospitality marquees set up at the Clocktower side of the V&A did extremely well, and I personally queued at the Paulaner Brauhaus for as long as 2 hours for the semi-final between Germany and Spain.   The law of supply and demand forced greedy hospitality marquee owners to radically reduce their entrance fees, where these were charged, from over R 100 per person, to about R 20.

23.  FIFA must be congratulated on their determination in making this an excellent World Cup, and were based in Johannesburg for a number of years, to guide the management of the event.  It gave us great confidence that the event would be a success, even though so many locals were sceptical.  FIFA executives were also ruthless in their deadlines for the completion of the stadiums, and the infrastructure, which was excellent in making everything come together, even if it felt that some work was very much last minute.   FIFA insisted on the police presence and the instant law courts, and they have dramatically reduced crime in the past four weeks.

The World Cup has not been super-perfect, and had some blemishes:

1.  I have written copiously about MATCH, FIFA’s hospitality and ticketing agency, and its ruthless attempt at exploitation of the accommodation industry, which unfortunately backfired badly for the agency, for the accommodation industry and for the image of the country as far as affordability, or lack of, goes.

2.   Many empty seats were visible, especially in the early matches, and were attributed to transport problems in Johannesburg at the first match, and to sponsors not allocating all their tickets.

3.   The inability and thereafter late landing of four aircraft at King Shaka airport in Durban on the day that Germany played Spain was the biggest logistical blunder of the tournament, and left many German fans angry about the costs they had incurred to see the match.   ACSA is offering a reported compensation of R400 per head!

4.    Restaurant business dropped dramatically, and fine dining establishments that refused to succumb to TV sets lost business badly, especially on match days in their cities.  Theatre and general entertainment also suffered, and the popular Jonny Cooper Orchestra closed down a show in Camps Bay two weeks ahead of schedule.   Retail outlets did not gain from the World Cup, and the opposite probably is true.   Sales of the Cape Times and Cape Argus have been said by its management to have been the worst ever in the past four weeks.

5.   The negative media reporting focused on only one theme - the great divide that still remains in South Africa, between haves and have-nots, and the irony of the monies spent on the stadiums relative to the lack of proper housing for all of its population will have to be addressed.   One hopes that the future impact on tourism, and resultant employment, will address this problem.  But it will also mean a new attitude by employees to value their jobs and terms of employment.

6.   The early exit of England in particular was damaging to tourism, as multitudes of fans were standing by to fly to South Africa to support their team.  The England fans were the best for accommodation business, but their bookings were linked to their team’s playing schedule.

7.  The biggest loser of the World Cup probably is FIFA itself, in terms of its image, Sepp Blatter having been booed at the Final and also on another occasion.    FIFA also came under fire about its card-happy referees, the British referee Howard Webb setting the record for the highest number of cards, with 14 yellow cards and one red card during the wild Final match.  The lack of technology to check on the admissibility of goals was also severely criticised.

8.  FIFA’s technology also failed when demand for tickets became so great, that its system crashed on numerous occasions, a dent to its image of perfection and organisation.

9.   The more than 25 000 volunteers that were appointed by FIFA and its LOC, were poorly utilised in terms of their skills and day-job capabilities and were extremely poorly managed.   They were “employed” outside of the South African labour legislation, and had to sign for this in their contracts.   They had tax deducted from their meal allowances when these were paid into their bank accounts.  In Cape Town they were served disgustingly bad food for three days, and were not compensated for it in terms of their meal allowances.   They did not all receive the designated volunteer clothing, even though it was ordered about 6 months ago when the volunteers were appointed.  Volunteers attended three days of training in April plus a morning in May, and were not compensated.   Huge dissatisfaction existed about the forced McDonald’s diet of R 60 per day, which the LOC would not alter at all, the most unhealthy food they could have been fed.  The Green Point branch next to the stadium made a fortune out of this arrangement, yet their service and food quality was shocking - the Volunteer Co-ordinator had to call the branch regularly with complaints.   Volunteers were forced to drink Coke, when many preferred water, Bonaqua being a Coca Cola brand too.   Quotas were set for the amount of water and Coke that each volunteer had to receive.   The Volunteer Farewell Function last week started two hours late, was badly organised, and lunch was served at 15h30, 1600 volunteers having to queue - many left at this stage.  More than a month after starting to work as volunteers, they have not yet been paid, despite a promise that they would be (now they are due to be paid at the end of July!).   Sadly, international volunteers left the country with an image of the poorest organisation of a World Cup relative to their experience of the 2002 and 2006 World Cups, a shame given that one third of the volunteers were from other countries around the world, and they will take this message back home with them.  I kept hearing them say that this must be “an African way” of doing things, a perception I tried to correct whenever I heard it.

10.   The FIFA sponsors Budweiser, McDonald’s and Coca Cola were not all positively received.  Budweiser was only served inside the stadiums, and comments via Twitter were only negative about the beer. McDonald’s became a swearword amongst the volunteers, and even the police and media working close to the Stadium must have disliked receiving the poor quality and service for more than a month.   Coca Cola became the butt of jokes about Paris Hilton getting the brand wrong when she was wrongfully arrested for smoking marijuana.   The food sold by concessionaires inside the Stadium was poor.

10.  FIFA also lost face when it fanatically reacted to ambush marketing, and the Kulula.com airline provoked FIFA in its newspaper ads.  Bavaria beer is the best known brand in South Africa, due to FIFA’s reaction to the Dutch brewery’s ambush marketing inside the stadium in Durban.

11.  Corruption in terms of Government departments and municipalities buying huge allocations of tickets has been hinted at, and no doubt further such claims will be written about in the media.

11.  Whilst the occupancy of accommodation establishments in Host Cities close to Stadiums was reasonable in the past 30 days (Whale Cottage Camps Bay at 71 %), the areas in smaller towns barely picked up any benefit in this period.   Sadly, business in May was at its worst ever, and what income was made in June, was offset by the “vacuum-effect” of the World Cup in May.     

12.  Last, but not least, is the anti-climax of the month-long party having come to an end.  The lives of many changed in the past month, with different habits, glued to television sets, children on holiday for 5 weeks, daily beer drinking habits having been developed, and the mundane side of life was set aside for the period.  Reality strikes today!  

POSTSCRIPT 18/7: FIFA gave South Africa a score of 9/10 for the hosting of the 2010 World Cup, reports The Times, up from the 7,5 rating for the hosting of the Confederations Cup last year.   FIFA President Blatter likened the score to a cum laude at university level.  “The greatest memory is the willingness and commitment of South Africans to show the world their ability to host this World Cup with discipline and honour” Blatter said.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

Never in the history of World Cup soccer has a “player” made world TV and newspaper headlines as has Paul the psychic octopus.   We nominate him for the Golden Ball Award for being the most on-the-ball player of the 2010 FIFA World Cup, having correctly predicted Germany’s four wins and two losses.  

Paul lives in an aquarium in Oberhausen in Germany, but is British-born.  He started duty in the UEFA Cup final in 2008, but made an error when he predicted that Germany would win against Spain.   He was a little known player then, especially due to his incorrect prediction.  But since the start of the 2010 World Cup he has been spot-on with the results of each match, predicting Germany’s wins over Australia, Ghana, England and Argentina, and its losses against Serbia and Spain.  

All eyes will be on Paul as he predicts Germany to take 3rd place against Uruguay in Port Elizabeth today.   He has also bravely stepped out of his league in predicting the winner of the World Cup Final to be Spain, in its match against Netherlands tomorrow.

Poor Paul is being heavily taxed, in that he is now being asked to predict all sorts of other things, such as whether German coach Joachim Loew will renew his contract.

Paul has become such a talked-about VIP that he has his own Twitter page now (@PPsychicOctopus), and boy can he Tweet non-stop, usually putting some “biped” down when he/she make comments he does not like, and just in general, when he feels like it.  He is a cheeky opinionated chap!   He attracted 422 followers in just 2 days, and is hoping for 1000 by tomorrow.  He picks up almost every mention about himself on Twitter, and then replies to it. He has been featured on CNN, ZDF, BBC and SkyNews, and made the front page of the Cape Times and Germany’s Bild, and no doubt many more international and local newspapers.

While I am having fun, I am awarding some other unofficial 2010 World Cup awards:

Goldie Locks Award: goes to Diego Forlan of Uruguay, who has beautiful blond hair kept in place with a blue aliceband, and has the most beautiful blue eyes, for sure the most beautiful soccer player in the World Cup (on the other hand, Wayne Rooney has already been selected by the media as the ‘ugliest’ player of the soccer tournament)

Golden Trend Award:  Cristiano Ronaldo receives this award, for his black nailpolished toes, as seen on German TV station ZDF yesterday

Golden Coach Award:  superstitious German coach Joachim Loew wearing his beautiful blue jersey at every match in which Germany played, and refusing to wash it to not break the luck of his team, that is until it lost against Spain this week.    He was by far the best looking coach of all teams.

Golden Moneybags Award without a doubt goes to FIFA and its President Sepp Blatter, for taking all its money out of South Africa, untaxed as per its contract with the South African government, especially all the MATCH booking monies.  Ticket sales will have largely been received by credit card in Switzerland anyway.

Golden Service Award goes to the 25 000 or so volunteers at 10 stadiums and at the Fan Parks in Host Cities, as well as at airports and FIFA-designated hotels, who worked for a pittance of R 100 per day, irrespective of how long their working hours were.   Volunteers were specifically forced to sign away their rights to protection under South Africa’s labour legislation, such is the power of FIFA!   Volunteers were not even allowed to receive a copy of their 4-page contract.  Volunteers were the machine that made the running of the World Cup smooth and largely incident-free, in offering Spectator Services, Language Support, Transportation, Accreditation, Hospitality, IT and Telecommunications, and many more services to make the World Cup happen.   The ridiculously low “stipend” has to be taxed, at least 30 % being deducted, even for the meal allowance when it was first paid into the bank, while FIFA patted itself on the back for its 25 % increase in its media and marketing income for this World Cup, and announcing that millions of dollars will be paid to Football Associations and its executive.

Golden Aches Award goes to the World Cup Local Organising Committee (LOC), for forcing its 25 000 volunteers around the country to spend half of their R 120 daily meal allowance at a McDonald’s close by, for the past 40 days.  The Green Point branch, which is right at the Stadium, made a fortune from the Cape Town LOC for daily vouchers to the value of R 60 - it could easily be R2 million - out of a blind loyalty to the fast food company’s sponsorship of the World Cup.

Golden Handcuff Award goes to the S A Police Services for safeguarding South Africa and the soccer fans, and for taking over the security services when Stallion Security staff striked in Cape Town and in Durban at the start of the World Cup.   They were patient, dedicated and worked in the pouring rain in Cape Town at three of the matches, and in cold winter conditions for the other five matches, as well as on non-match days, checking bags and other belongings, keeping everyone inside the Stadium safe.

Golden Key Award goes to FIFA and the LOC, for forbidding its volunteers to criticise the two bodies whilst they were on duty, as per the volunteer contract.   What they did not understand was the power of word-of-mouth, aggrieved volunteers talking to each other and posting comments on the Cape Town Volunteers blog  www.ctvolunteers2010.wordpress.com.    E-mails were sent to other volunteers, and one even approached the Weekend Argus about the McDonald’s forced-diet, that uniforms were not supplied to all volunteers in the 5 weeks of them doing duty, prejudicing some in not working inside the stadiums and therefore not seeing all the matches, and that transport problems meant that volunteers stood in the rain and cold waiting for transportation to take them home after matches.

Golden “Gees” Award goes to all South Africans, who become ‘Proudly South African’ in the past month, becoming soccer fans (who was it that said that ‘White’ South Africans do not support soccer and do not watch local matches?) in addition to loving rugby; who went to watch the Stormers and the Blue Bulls play at Orlando Stadium in Soweto (I mean, have you ever?!) and loved the “gees” there just a short while prior to the start of the World Cup; for walking the Fan Walk  (153 000 in Cape Town last Saturday alone) and calling for the Fan Walk to become a permanent feature, locals requesting Capetonians to walk it once a month; for the loyal support for Bafana Bafana, a team we scorned and mocked prior to the World Cup, but who did us proud; and made us proud Africans, supporting BaGhana BaGhana when this was the last African team left in the tournament.

Golden Liquid Award goes to the beer producers and all the staff at pubs and restaurants around the country who made sure that soccer fans remained liquid, either to celebrate or commiserate their teams’ performance!   Vaughn Johnson’s Wine Shop sold 10 000 beer cans in the 4 hours prior to the England versus Algeria match in Cape Town, he says.

Golden Balls-Up Award goes to ACSA Durban for damaging the image of the country when flights bringing German and Spain fans to Durban on Tuesday after the match had finished, due to a congestion of aeroplanes at the new King Shaka airport in the city, reportedly due to private jets clogging up the parking bays and refusing to move their planes, the FIFA one being one of them!  Not surprisingly FIFA and the LOC have distanced themselves from any responsibility for this mess-up.     

Golden Fans Award goes to all the wonderful soccer fans, both local and international, that became infected with the “gees” of the World Cup, who got to endure the vuvuzelas and even bought their own, for dressing up in wigs, painting their faces, and proudly wearing their country’s flags - I can see a whole new fashion trend in proudly-South African colours.   They brought their dollars, pounds and Euros, and bought beers, ate at restaurants (manly pizzas, burgers and steaks), stayed at good value guest houses and did some sightseeing locally.    They showed up FIFA’s MATCH by making their own accommodation bookings (at non-MATCH guest houses) and by buying their own match tickets, instead of falling for MATCH packages.

Golden Rip-Off Award goes to MATCH, the hospitality and ticketing agency of FIFA, which conned the accommodation industry for a second World Cup, promising good accommodation returns, forcing establishments to give 80 % of their rooms, promising not to cancel rooms as it did in Germany four years before, and for adding an unjustified 30 % commission to accommodation rates, giving South Africa an unfortunate image of “rip-off pricing” in the European and English media, thereby keeping soccer fans away from the country.   As if this was not bad enough, the unfortunate accommodation establishments that signed with MATCH received the majority of their rooms back, just a few weeks before the start of the World Cup.

Golden City Award goes to Cape Town, which to date has had the highest number of goals scored (22) of all stadiums, and has achieved the highest occupancy of stadium seats, said Cape Town Stadium Venue Manager Terral Cullen at a Volunteer Farewell Lunch earlier this week.  The Stadium was moved a few meters and a new one built, for the benefit of the view from it onto Table Mountain.   Ironically it was not the mountain that became the focus of the world media, but it was the Stadium itself that formed the backdrop for report after report about our beautiful city and the matches that were taking place.  Even the sport commentators would refer to the beauty of the city during their match commentary.   President Zuma claimed it as the best World Cup city, and FIFA Secretary-General Jerome Valcke said the Cape Town Stadium had the best pitch and was the most perfect stadium, so much so that the Olympic Committee has requested Cape Town to bid for the 2020 Olympic Games.  What an accolade!   Sepp Blatter has taken IOC President Rogge around Cape Town, and personally has recommended the city.  We know that what President Blatter wants, he gets!

Golden Card Award goes to the World Cup referees who loved the red and yellow ones, waving them at players at great regularity, and influencing outcomes of matches as a result - Klose and Mueller’s red and yellow cards were examples for the German team.

Golden Flop Award goes to all soccer players who collapsed every time another player bumped into them - from a distance many of them looked like primadonnas, hoping for a free kick whenever they flopped onto the grass

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

Within the past two weeks restaurant couple Camil and Ingrid Haas have closed down their well-known Bouillabaisse restaurant on the main road of Franschhoek, and have left Camil’s, their restaurant in the Cape Royale Luxury Hotel carrying Camil’s name.  While this is sad news for Camil’s followers, it is an useful case study of restaurant management.

Background: Ten years ago Camil and Ingrid came to South Africa (they have just celebrated this anniversary), and settled in the gourmet village of Franschhoek.   They set up a guest house in an old mission station on Akademie Street, and called it Klein Oliphantshoek, the latter part of the name once having been the name of the village.   Camil set up a kitchen in the guest house, and it became renowned for its excellent tasting menus, long before such had become fashionable.  Ingrid would pair and pour the wines, mainly from Franschhoek, and they had a perfect highly regarded business.

Lessons in restaurant management

1.  Do not over-extend yourself/Small is Beautiful

When the Haas’ opened Bouillabaisse on the main road about four years ago, it was meant to be a day-time Oyster and Champagne Bar, for the day-trippers coming to Franschhoek, and at night (mainly over weekends) Camil would be in the Klein Oliphantshoek kitchen.   Bouillabaisse took off, and it was decided to do dinners as well.   A great concept, but Camil had the misfortune that a number of his new chefs at Bouillabaisse walked out in the opening month (this is a Franschhoek affliction all players in the hospitality industry have to deal with in the village), it was rumoured at the time.   This meant that he had to spread himself thin, being at two locations at the same time.  End result: the dinners at Klein Oliphantshoek were closed down, and the guest house was sold about a year later.

2.   Be nice to patrons

The stress of the new Bouillabaisse venture seemed to have gotten to Ingrid Haas in particular, and she was very prescriptive to the locals and tourists that supported the tiny restaurant - one could not combine or mix and match between dishes off their tapas-style menu, one could not book outside tables, and the rules seemed quite heavy, as was her attitude.  In early days, on a Valentine’s Day, when we sat at a (seemingly) unreserved table outside - that was the rule - we were rudely sent away, saying the table was booked, without it having a Reserved sign on it.  I stayed away for a few months after that, but started going back, and went to the Green Point restaurants regularly thereafter.  I have progressed to hugs and kisses now!

3.  Choose a pronounceable name

Bouillabaisse is a fun name, and reflects Camil’s love for fish cooking.  But, for locals, and guest house staff having to make bookings for guests for dinner, it was a nightmare, meaning that staff chose not to mention that restaurant as one of the options to guests, because they could not pronounce its name.

4.  Be a big fish in a small pond

We are all tempted, present company included, to expand the business.   Not having learnt from the first problems in having two restaurants, the Haas couple opened up a Bouillabaisse in The Rockwell building in Green Point, a beautifully appointed restaurant with fishy decor, in January 2009.  Not satisfied with one restaurant only, they opened a restaurant for Ingrid, called Crepe Suzette, in a French Cafe style, next door to Bouillabaisse.   It was beautiful, unique, and affordable.  Franschhoek may have 25 restaurants, but Cape Town has hundreds, if not more.  It was a whole new ballpark to start operating in a city in which the Haas couple was reasonably unknown. (Matthew Gordon, by contrast, keeps opening new restaurants in Franschhoek, having interests in four establishments already, a different, very focused, approach to location choice).

5.   Location, location, location

The Rockwell is set off Somerset Road, opposite the new Cape Quarter as the crow flies, but the building has no branding on the outside, so it is not known nor visible to Capetonians.  The brainchild of the infamous Conrad Gallagher, the ground floor of The Rockwell was conceptualised by him as an indoor epicurean market, operating 7 days a week, of purveyors of organic foods and wines, which was an outstanding concept.  Bouillabaisse, Crepe Suzette and two other restaurants were to be part of the concept.  Gallagher ran away from Cape Town under a cloud of debt, no other food shop or restaurant opened, two decor shops did, but no one could see Bouillabaisse and Crepe Suzette hidden in The Rockwell.   At that time Somerset Road in Green Point was a nightmare area to be avoided, given the building work happening at the Cape Quarter.   The bite of the recession was worse than anyone had expected, and this affected business too.

6.   Branding is key

Suddenly it was announced last September that Bouillabaisse and Crepe Suzette had closed down in The Rockwell, and were re-opening elsewhere.  The new location was kept secret until two months later, when they opened in the Cape Royale Luxury Hotel on Main Road in Green Point, but…… as a newly named Camil’s and Ci Casa.  This meant they had to start branding all over again.   From a brand perspective, throwing away a respected brand name Bouillabaisse, while still operating with this brand name in Franschhoek, was not understandable.  Further, Camil Haas is not well-known as a chef in Cape Town, and opening under his own name was a big risk.   Camil’s menu was very different to that of Bouillabaisse, described in a review on this blog as not conventional.   The new location worked better, in that guests staying in the Cape Royale Luxury Hotel, as well as locals, were better able to see and support the new restaurants.  The decor of Camil’s was not to the liking of everyone.  Establishing three new brands, as well as the move of a known Franschhoek brand to Cape Town in the space of a year, would have challenged even the most experienced marketing expert. (In a desperate attempt to attract attention to Bouillabaisse in Franschhoek, the restaurant exterior was recently painted in a most shrill purple, quite unbefitting of the quality of the restaurant).

7.  Be careful about who you get into bed with!

I was surprised when I heard that the Haas couple had gone into a partnership with Jochen Buechel, previous owner of the Place on the Bay in Camps Bay and a property developer, not that I had heard anything untoward about him (although a Google search indicated a Noseweekexpose about a controversial development in Sea Point in 2006), but because I could not see the personalities jelling.   The Buechels had been regular clients of Bouillabaisse in Franschhoek, and are well connected in Cape Town, and the Camil’s opening function in November, co-ordinated by their PRO Dagmar Schumacher, saw dignitaries such as Helen Zille attend (my invitation, with those for other food writers, had been sent, but had got lost in the post, we were told!).   After writing the review after a visit soon after the opening of Camil’s, during which Ingrid had told me that she and Camil were running the operational side of the restaurant, and that the Buechels were doing the marketing, I received a call from Jochen Buechel, asking me to keep his involvement in the restaurant low key.  I did not alter my review.

“Hearing between the lines”, if there is such an expression, it would appear that the relationship between the Haas couple and the Buechels has broken down, and this may have led to Camil Haas’ departure from his restaurant.  The staff remain, and Buechel now is the full owner of the restaurant (or maybe was that anyway?).  Camil and Ingrid Haas are said to have returned to Franschhoek.

POSTSCRIPT 31/5:  Whilst having a cappuccino at Camil’s today, Jochen Buechel asked to speak to me on the phone, to let me know that the Sea Point development referred to in Noseweek is one of the most successful developments in Sea Point.   He was very frank in answering my questions about the reasons for the breakdown, and it appears that Camil was inflexible about his menu items - Camil liked the “differentness” of his menu items, while Buechel wanted a menu that would make patrons come to the restaurant once or twice a week, and not once or twice a month, as was the case.   Buechel regards Camil highly, and said that he is “a fantastic pianist but not able to conduct the orchestra”.    He also indicated that whatever money Bouillabaisse was making in Franschhoek in summer would be lost covering expenses in winter, probably a common curse of the hospitality industry.   Camil’s menu will change tomorrow, being simplified by the General Manager and Head Chef Werner, who has been at Bouillabaisse and Camil’s in Cape Town since the beginning.  It is likely that the creperie Ci Casa will be incorporated into the Camil’s menu, and that the Ci Casa restaurant name will be dropped.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

After sitting through a 2-hour Service Excellence workshop to turn South Africans into service ambassadors for South Africa during the World Cup, run by Be and Jeff from the Disney Institute of Orlando at the Cape Town International Convention Centre (CTICC) in Cape Town on Friday, I could not help but be disappointed relative to the high expectations the invitation to attend the workshop had created.

First, an invitation to attend a Disney-run service excellence workshop is not to be sneezed at, especially if attendance is free, and there was no restriction on attendance numbers from a particular company.  The target audience was frontline staff of the South African Police, Department of Transport, Department of Home Affairs, Tourism Business Council, South African Revenue Services, the Retail Association of South Africa, the Banking Association of South Africa, airlines, hotels (we are sure that they meant guest houses and other forms of accommodation too!), and restaurants.

The Auditorium of the CTICC holds an audience of 1000 - no more than 100 front-line staff attended the Friday afternoon session - the morning session had been attended by about 700 persons, the organisers estimated.   The previous day the sessions had been held at a church in Goodwood- this was the sum total of the workshops for Cape Town’s hospitality, tourism and general service front-line staff.   A Friday afternoon, and a rainy one at that, probably is a bad day for attendance in Cape Town, and parking anywhere near the CTICC was impossible to find, given the Good Food & Wine Show, which had dominated the CTICC, especially given its star attraction Gordon Ramsay. 

Having obtained parking, we sat in the massive auditorium, and the two Disney staffers tried a number of participative techniques to get some life and energy into our audience, including blowing a vuvuzela.   I have been to Orlando, and attended a Relationship Marketing Conference at Walt Disney World a good 15 years ago - I loved every minute of the Disney Magic, and I know that the Disney Institute is regarded as the ‘University of Service Excellence’.

All the more the disappointment of the lightweight presentation by our two Disney “cast members” - all staffers are on show, and therefore they have this designation.   Leaving the presentation, I could not help but think that this was the cleverest way in which Disney could have marketed its Walt Disney World (and related parks in California, Paris, Hong Kong, Tokyo, and soon to open Shanghai), and be paid for the pleasure of it!   A gi-normous Disneyworld park (biggest employer in USA with 60 000 employees in Orlando alone), could in no way compare to our little tourism and hospitality businesses in South Africa, excitedly facing the event of a lifetime, the World Cup.

We were shown videos and photographs of Walt Disney World, and interviews with South Africans working at the park, all eschewing the Disney mantra of smile, smile and smile!   The presentation was mainly focused on Disneyworld, and once in a while the presenters seemed to remember that they were in South Africa, and that they had to adapt their material to our big event.

The presentation in essence covered the following:

1.  Setting a vision - we know what it is for Disney (to be universally recognised as the most admired company in the world).  For World Cup South Africa it was defined as follows: “Deliver a pleasant and unforgettable service experience for the world visitors during the 2010 Soccer World Cup in South Africa and beyond”.

2.   Defining a “common purpose” - at Disney this is for all ‘cast members’ to pick up the garbage and to give directions to their guests (not “customers”) with two fingers (not just one) or the whole hand.  For World Cup South Africa this was defined as follows: “Just now to WOW all customers“.  This mantra was repeated over and over again.  The “just now” introduction was a “South Africanisation” of the Common Purpose, supposedly reflecting how we speak (I’ll do it ‘just now’), badly reflecting service excellence, in that one would do something for the customer “immediately”, and not “just now”!

3.  “Guestology”, a Disney term for getting to know one’s customers in terms of where they come from, who they are, how large their party is, the length of their stay, and what their needs, wants and expectations are.   The presenters presented the audience with the profile of the typical World Cup soccer fan : travelling in groups of eight persons, predominantly males, 25 - 45 years old, wanting to experience things in-between the matches.

Key service excellence tips presented throughout the presentation were the following:

1.   Company leaders must share the company vision with their staff - this rarely happens

2.   The bottom-line will reflect good service excellence, but should never be the end-goal

3.   Everyone in the company is responsible for excellent customer service

4.   Customer service is not a department, it is an attitude

5.   Customer service is not only provided to customers, but should also be provided to colleagues

6.   The staff’s interaction with customers creates “magical moments” but can also cause “tragical moments”.

7.   “Treat every customer as if they sign your paycheck… because they do”

8.   Service must evoke emotion and drive repeat business

9.   Put a smile in one’s voice.

10.   Surprise and delight one’s guests

11.  Sometimes the guests are wrong, or cannot be served in the way they desire - say “NO”, but offer them an attractive alternative

12.   “I may not have the answer, but I’ll find it.  I may not have the time, but I’ll make it.”

13.   Make eye-contact and smile, smile smile…

14.  It all starts with respect

The bottomline: a most disappointing presentation, given the calibre of the Disney Institute.  It lacked the WOW it was meant to instill in us as front-line staff meeting soccer fans in 25 days from now.   It did not teach us anything new in how we deal with our guests.  It was a monumental fail, given that the Department of Tourism is said to have spent R 9,5 million on putting an estimated 250 000 (the number is questioned, given the poor response in Cape Town, perhaps only 10 % of this number) attendees through 75 two-hour workshops in all the Host Cities and related areas.    The Department of Tourism’s 3-page evaluation questionnaire we received on arrival was poorly typed, in that the rating scale from 1 - 5 was not aligned to match the written descriptions of the scale in numerous places.  It asked us to rate a “facilitator”, but we had two, and they had very different personalities, meaning that they could have been rated very differently.  The structured questions were not all suited to the answer options provided.   Certain questions were in grey panels, making them unreadable, an irony as the service excellence Disney had been preaching to us for two hours was not reflected in this poorly drafted questionnaire, which was meant to evaluate the Disney performance!  A pleasant surprise was that we did not have to pay for the very expensive CTICC parking!

We all left with a “Certificate of Successful Completion (of) the The Disney Approach to Service Excellence, World Cup and Beyond”.    We also received a business card with 3 “Service Guidelines & Behaviours”, to carry with us at all times:

 ”.  I present a positive attitude at all times

  .  I am considerate and respectful to ALL customers

  .  I go over and above in my position”      

To see the objectives of and motivation for the Department of Tourism’s Tourism Service Excellence Initiative (the poor Disney presenters just could not get their tongues around the name of the Initiative) Service Excellence workshops, read here.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Department of Tourism has announced a last minute service excellence campaign “Tourism Service Excellence Initiative” (TSEI) for all front-line staff dealing with soccer fans during the World Cup, less than one month prior to the start of this world sport event.   While its intentions are extremely noble, and it will be offered for free, a two-hour session will hardly make any difference to generally poor service attitudes in Cape Town and South Africa.

The Department of Tourism has contracted The Disney Institute from Orlando to conduct a number of free two-hour seminars around the country, the Cape Town ones taking place next Thursday (at His People Center in Goodwood) and Friday (at the Cape Town International Convention Centre), at 10h00 and 14h00 on each of these days.  The same presentations will be held in Stellenbosch on 15 May, in George on 17 May, and in Knysna on 18 May.

The Disney Institute is a highly regarded “university of service excellence”, and a company like Pick ‘n Pay has regularly sent its managers to Orlando to improve its stores’ customer care and service excellence.   But it is impossible to change a service mentality in 2 hours!

The Western Cape province sent the invitation to attend the seminars in Cape Town as a Press Release, and it states that one can call to make a booking (a friendly and reasonably efficient process requiring ID numbers of staff, and more) or go the TSEI website www.tsei.co.za.    Dr Laurine Platzky, the “2010 FIFA World Cup Coordinator from Provincial Government Western Cape”, describes the seminars as “energetic” and “inspiring”, their aim being to “give all football guests an unforgettable experience in the Mother City and the Province”.

The TSEI document has the logos of the Department of Tourism, TSEI and the Disney Institute, as well as of FEDHASA, at the bottom of the document. FEDHASA’s has a web address linked to it (no other web addresses are supplied), but it is not FEDHASA’s web address - it is the web address of FEDHASA CEO Brett Dungan’s private Rooms4U booking portal, which has been criticised on this blog previously!

The TSEI document states that customer service should be improved “in anticipation of the millions of guests to the games” (our underlining).   One wonders where this statistic comes from - 3 million tickets are meant to have been sold, but this does not mean 3 million ticket holders, given that tourism consultancy Grant Thornton has estimated that each visitor will watch 5 matches on average, reducing the number of ticketholders to 600 000 on average!   Also, one talks about “games” for the Olympics, but for the World Cup they are called “matches”!   In a “mastery” of copywriting, it claims that The Department of Tourism had in 2008 already “crafted” (did they mean drafted?) the Tourism Service Excellence Strategy, to “take Service Excellence in the Tourism Service Value Chain to greater heights”. 

It then explains why service levels must be taken to greater heights, in that service excellence in the past has been hampered by (wait for it…….) “the negative impact of apartheid (!), a largely autocratic management style (!), the lack of an established culture of customer service, insufficient training, systemic educational concerns, the poor image of the service industry by most, and the harsh economic realities of many workers who remain focused on survival rather than service” (our exclamation marks).  Phew!  

Internationally, we rank in the middle, at 62nd of 124 countries, on competitiveness, in the 2007(!) World Tourism Council Competitiveness Report.   The Department says that the level of service delivery ranges from good to very poor in our country.   That is why it has appointed The Disney Institute to conduct Service Excellence Seminars, “which are designed and focused in creating a culture of service excellence”.  Come on - can a 2-hour seminar create a culture of Service Excellence, no matter if it is presented by The Disney Institute?! 

Boldly the document continues about the objectives of the Service Excellence Initiative, all defined as being for “2010 and beyond”:

1.  “Championing service transformation

2.   Creating a customer service orientated SA

3.   Crafting a ’solution-minded’ customer service culture in SA

4.   Providing human behaviour solution to SA

5.   Ensuring SA delivers world-class customer service

6.   Touch the entire service economy so that 2010 leaves a legacy”.

While it is clear that not all points are meant to be addressed by the seminars, the last one is - once again, how can they think that they can achieve this in two hours?!

The document states who should attend, and it lists immigration and customs officials, the police, tourism officials, “local government”, as well as private sector front-line staff in tourism and travel, hospitality, petrol stations, transport and banking.  Each participant is to receive a certificate and a Service Guideline Card, for which an extra half an hour has been allowed.

The best is kept for last - the value that a company’s staff will gain from attendance at the seminars:

“*   Engage employees to be personally involved in creating and delivering quality customer service

 *   Explore the significance of performance accountability, ensuring an equal weight value between business results and employee behaviors (sic) that enhances a positive work culture (straight from the Disney Institute literature no doubt)

 *   Learn the significance of creating and sustaining a corporate culture by design rather than default (?)

 *   Introduce the concept of “Common Purpose” as the organization’s chief global service driver” (we are tiny local non-global tourism related businesses in the main!)

The final best is the “dynamic” pay-off line that the copywriter ends off with : “Be Brilliant - Tourism Service Excellence Initiative” !!!!!!!!!! 

If the Department of Tourism’s Tourism Service Excellence Initiative document is anything to go by, its Service Excellence Workshops will be Mickey Mouse!  I cannot wait to attend, to experience this magical 2-hour transformation in Service Excellence!

POSTSCRIPT:  After writing this post, I found an article written earlier this week by Natalia Thomson of S A Tourism Update about the same topic.  She writes that the Disney Institute contract is worth R 9,5 million, and that 250 000 persons will be put through the workshops around the country.   Read her cynical and critical article here.

Read our follow-up article about the presentation here.

Chris von Ulmenstein, Whale Cottage Portfolio : www.whalecottage.com

Cape Town’s restaurants are feeling the hospitality winter blues, with a large number of restaurants announcing their restaurant specials.  The winter has claimed its casualties too, and there could be more in what has been a poor winter for many businesses.

La Mouette has opened at 78 Regent Road in Sea Point.   Brio is a new jazz restaurant, in half of the ex-Riboville in town (on the Adderley Street side), while Liquorice and Lime has taken over the other half of Riboville (on the St George’s Mall side).  Van Hunks has opened at 1 Union Street, off Kloof Street in Gardens.  Cafe Nood has opened in Wilderness Road, Claremont. shu has opened next to Doppio Zero on Main Road, Green Point.  Ryan’s Kitchen has opened at Rusthof guest house in Franschhoek - the chef Ryan Smith is ex-Mont Rochelle.  On Broadway has moved to the New Space Theatre building at 44 Long Street, with a new restaurant where Anytime was.  Buena Vista Social Club has moved to the top end of Portswood Road in the Waterfront.  Madame Zingara has re-opened at Century City, after a two-year absence.   The House of Meat has opened in the Pepper Club Hotel, corner Long and Bloem Streets, offering a full braai for R 295, from 3 pm every day.   Amazink, ex-Roots, in Khayamandi in Stellenbosch, has opened, with Bertus Basson from Overture an advisor. Spiros has opened in Hout Bay.  Mason’s Cafe & Grill has opened in the ex-Cafe Gainsbourg.  La Cantina has opened in the Alliance Francaise. The De Leuwen Jagt restaurant on the Seidelberg wine estate outside Paarl has opened The Fabulous Bakery.   Gesellig has opened on the corner of Church and Regent Roads in Sea Point, serving breakfast, lunch and dinner.   Chez d’Or has opened in Franschhoek, with Richard Carstens as consultant Chef, scheduled to stay until September, but he left on 28/7.  It has been confirmed that Carstens will take over the running of Tokara in October, given that Etienne Bonthuys is set to open a new restaurant on Dorp Street in Stellenbosch.  Gesellig is a cosy and friendly new eatery in Sea Point.   The Restaurant at One&Only Cape Town has taken over from maze.  Indochine  has opened at the Delaire Graff wine estate in Stellenbosch.  The Long Table Restaurant and Cafe has opened at Haskell Vineyards in Stellenbosch.  The Wild Peacock Food Emporium has opened in Stellenbosch.  Knife Restaurant has opened in the Crystal Towers Hotel & Spa, a sister restaurant to Fork.  De Oude Bank Bakkerij has opened in Stellenbosch.  Cafe Le Chocolatier has taken over from Cafe Vendome in Place Vendome in Franschhoek. Leaf Restaurant and Bar has opened where Portofino/The Showroom were located.  Epicerie Fine is the new name of the L’Ermitage Deli in Franschhoek, and has a new owner.   Sommelier Restaurant at the Sante Hotel and Wellness Centre has re-opened.  Illyria coffee shop has opened in the Eikestad Mall in Stellenbosch. Babylonstoren is to open a restaurant in October, next door to Backsberg.  The Fish Shack has opened at The Paddocks in Milnerton.  Reubens at One&Only Cape Town opens on 1 October.   Luigi’s from Hout Bay is said to be opening where Vista Mare was in The Promenade in Camps Bay.   Satay Bar has taken over from Zucca in Kloof Street.

Portofino, which opened where The Showroom was, has closed its doors. The first review of Portofino appeared on this blog.   Cafe Gainsbourg on Kloof Street, Anytime on Long Street, Josephine’s Patisserie, Ginja, maze at the One&Only Cape Town, La Table de France in Sea Point, Panarotti’s and Shimmi’s Bar in Hermanus, Miguel’s in Plettenberg Bay, and Bouillabaisse and La Brasserie in Franschhoek have also closed down.   Camil Haas, the co-owner of Camil’s in the Cape Royale Luxury Hotel, has left the restaurant, but is doing food and wine pairing evenings in Franschhoek.  Yum in Vredehoek has closed down.   In Camps Bay the Cape Town Fish Market and Terra Mare have closed down.  Luke Dale-Roberts is no longer the Executive Chef at La Colombe, but will consult to the restaurant.   Tank in the old Cape Quarter is to get a new name.   Cafe des Arts has taken over from Topsi’s in Franschhoek.  Satay Bar has taken over from Zucca in Kloof Street.

Some restaurants are closing to have a winter break after the World Cup. The Mount Nelson’s Cape Colony re-opens with a new interior and new menu on 1 November.  Vaudeville is closing between August and October.  Marianna’s in Stanford is re-opening on 14 October. The Salmon Bar in Franschhoek re-opens on 1 November, undergoing renovations in a new location (parts of ex-Bouillabaisse and Pam Golding venue). Massimo’s Pizza Club in Hout Bay has gone into winter hibernation, and is likely to reopen in November, in a new yet-to-be-announced venue in Hout Bay.  Bistro 1682 re-opens from its break on 5 September.  Rust en Vrede is closed from 3 - 28 September.  The Sandbar in Camps Bay is closed until 16 September.

The following restaurant specials have been announced (NOTE: This Specials list is updated continuously).  We have seen our list used without acknowledgement on other bloggers’ blogs - please acknowledge Whale Cottage Portfolio Blog as your source:

CAPE TOWN

*   The Cru Cafe in the Cape Quarter: breakfast for 2 for R 85, 2 pasta dishes + 2 glasses of wine for R 119, all days of week, lunch and dinner, until 30 September

*   Wang Thai: half-price sushi and cocktails, Mondays - Thursdays 12h00 - 18h00, at V&A Waterfront, Constantia, Somerset West, and Lagoon Beach branches 

*   Five Flies:  Pay for one main course and get the other free, on Mondays, Wednesdays and Fridays, until September.  

*   Andiamo in the old Cape Quarter: R 49 breakfast special (juice, cooked breakfast, cappuccino), until 11h30 daily; 2 pizzas or 2 pastas with 2 glasses of wine R 125; Basil, chilli chicken/salmon salad with bottle of water or colddrink R 59, until 31 October. Tel (021) 421-3687

*   Pure at Hout Bay Manor: 3 course dinner for R 220, and R 280 with a glass of wine added

*   Catharina’s at Steenberg Hotel in Tokai: 2 course lunch at R 135, 3 course lunch R175/3 course dinner R195, May - September

*   Vanilla in the Cape Quarter: 50% off the second person’s main course, and 1/2 price sushi 12 - 6 pm

*   Tuscany Beach in Camps Bay - 50 % off second person’s main course, and 1/2 price sushi 12 - 6 pm, until August

*   Pepenero in Mouille Point : sirloin and chips R 79, seafood platter R 129, prawn platter R 99, oysters R 9 each, half-price sushi

*  Sinn’s Restaurant at Wembley Square:  lunch (6 options) at R 50, including a glass of fruit juice.  Dinner (5 options) at R 95, including a glass of wine.

*   La Colombe : 3-course lunch at R 280 and 5-course dinner at R 380, with a carafe of wine, Mondays - Saturdays, May - September.

*   Hussar Grill, in Camps Bay and Green Point: 1 kg ribs or kingklip plus chocolate mousse for R 99.

*   Pepper Club on the Beach in Camps Bay: “Nip and Tuck promotion” - Prawn platter R98; Potjies R79,95; Sirloin and Prawn combo R89,50; Seafood platter R139,95; half-price sushi - until end September

*   Kuzina in the new Cape Quarter:  Meze platter for two plus bottle of wine R 189, Mondays - Fridays 12h00 - 18h00 and Sunday evenings from 18h00. Tel (021) 418-8000

*   Saul’s Sushi@Vegas, 118 Main Road, Sea Point: “Eat as much as you like” sushi R 120 Mondays and Tuesdays, “two for the price of one” sushi Fridays and Saturdays

*   Cape Town Fish Market: Salmon special, 1 course R 54,95, 2 courses R 69,95, 3 courses R 89,95.  V&A Waterfront Cape Town, Parkview Pretoria. Eastgate Johannesburg, Hemingways East London.

*   Cassis in Garden Centre: Lunch Box special - coffee/juice/colddrink + savoury tart (quiche/tomato tart/sandwich) + sweet tart = R 40, Mondays to Sundays

*   Theo’s on Beach Road, Mouille Point: oysters R 6 each, 1 kg prawns R 99, line fish R79, for lunch and dinner.  300 gram sirloin steak, spatchcock chicken peri peri and 500 gram spare ribs all R 79 for lunch only. Tel (021) 439-3494.

*   Salushi Intaba, 25 Protea Road, Claremont: 50 % off sushi on Mondays, Tuesdays and Sundays, from 12h00 - 17h00 (until end May), and other days of the week.  Springroll + noodle dish R 70 on Wednesdays.

*   Sevruga in the V&A Waterfront: Sole special, between R89 - R180, half price sushi 12h00 - 18h00 Mondays - Saturdays

*   1800 in the Cape Royale Luxury Hotel, Main Road, Green Point: Sparkling wine + 200 gram “Beef Wellington” + parking for R 99 (be warned - this is not a classic Beef Wellington - just a small fillet with a few chopped mushrooms and wrapped in pastry, no pate de foie gras).  Until August.

*   Myoga at Vineyard Hotel, Newlands: lunch: 2-courses R 95, 3-courses R 125, or salad or soup with bread at R 55, Mondays - Saturdays

*   Myoga at Vineyard Hotel, Newlands: 6 course dinner for R 150, Mondays - Saturdays  

*   Tank in old Cape Quarter: 2 courses R R140, 3 courses for R 165, both with a glass of wine, until end September.  Tel (021) 419-0007  

*   Beluga, The Foundry, Green Point: Prawn & Kingklip R 99, 24 sushi pieces for R 89.  Tel (021) 418-2948.

*   Butler’s Pizza, Newlands, Rondebosch, Wynberg, City Bowl, N1City, Bellville, Tableview: 3 pizzas for the price of 2; 2 medium pizzas + 4 toppings each at R 89.95; 2 large pizzas + 3 toppings each at R 109.95, Sundays - Thursdays.

*   The Kove, Victoria Road, Camps Bay: 2-course meal with glass of wine R120; Fish and chips R 79, 400g ribs R75, Oysters R 9,  Seafood Platter R129, Rump 250gm R 79, Rump 500gm R 109, 1kg of prawns R 99, Lamb chops R99.  Tel (021) 438-0004

*   St Elmo’s: 2 large regular pizzas cost R 105.  2 Dipping Strip pizzas and 3 dunking sauces R 99,90.  On Tuesdays 2 large pizzas out of a choice of five cost R79,90.  At lunch buy one pizza with Coke for R 29,90 Monday - Friday, until 16h00.  Belgravia, Brackenfell, Claremont, Durbanville, Fishhoek, Gardens, Hout Bay, Kuilsriver, N1 Value, Paarl, Parow, Plumstead, Rondebosch, Somerset West, Stellenbosch, Strand, Tableview, Three Anchor Bay, Tokai, Tygervalley, Woodstock and Worcester.

*  Cafe Sofia in Camps Bay, Green Point, etc: All pasta dishes R 49, 250 ml soup + ciabatta toast R 19. 

*   221 Waterfront: two drinks for price of one, Mondays - Fridays, 16h30 - 18h30, two dishes on “Lite” and Sushi sections of menu for the price of one

*   River Cafe, Constantia:   four courses lunch + a carafe of wine R 195, 4 courses dinner + wine R 225.  On Mondays to Thursday 1 child eats free, Mondays - Saturdays, May - September

*   Diva Pizza, 81 Buitenkant Street: 2 pizzas + 2 toppings each take-away special price R 75

*   Pastis in High Constantia Centre, Constantia: free glass of wine with meal.

*   Trattoria Luigi in Hout Bay: margherita pizza plus Savanna for R 45 on Wednesdays.   Mondays - Fridays pizza and pasta half price, until 31 August

 *   Constantia Uitsig: 3 courses and wine R 260 for lunch, and R 290 for dinner, until end September*  

*   Jakes in the Village/on Summerley, in Steenberg and Kenilworth, respectively:   25 % off all dishes, 5 - 7 pm only, Mondays - Saturdays, until end September

*   Buitenverwachting in Constantia:  2 courses R 149, 3 courses R 169, 4 courses R 199, until 31 August

*   Duchess of Wisbeach, corner Main and Wisbeach Roads, Sea Point - free bottle of wine for a table of four

*   Salt, Ambassador Hotel, Bantry Bay : 2 courses R 140, 3 courses R 170, Mondays - Sundays, lunch and dinner

*  Le Restau Paradiso, Kloof Street: Marie’s Menu 3 courses R 110; Capetonian Menu 3 courses R 130; French Classics Menu 3 courses R 150, until December.

*   A Tavola in Claremont: 50 % off all pasta dishes on Mondays, prices reduced by R 4 - R14 per dish on menu (except for desserts) 

*   The Lookout Deck, Hout Bay: 1 kg tiger prawns R 125 (lunch and dinner), 6 oysters R 36 (5 - 7 pm only)

*   La Mouette, Regent Road, Sea Point: 6 courses for R 175.  Express Lunch - 2 courses (with 2 choices each) at R 99.   Monday - Saturday dinner, Tuesday - Sunday lunch, September

*   Blonde restaurant, Hatfield Street: “two …blondes are better than one” promotion of 33% off the bill, until September

*   Lagoon Beach, Milnerton - 2 course meal from R 75, “all-you-can-eat” Sunday buffet R 99

*   Jardine, Bree Street: 3-course dinner at R 150, Tuesdays - Saturdays

*   The Round House in Camps Bay : 7 course menu for R 245, until 30 September

*   Berthas in Simonstown: 1 kg mussels, 1 kg Queen prawns or 1 kg mini seafood platter cost R 99 each

*   Ricks Cafe Americain, lunch special for R 39, Mondays - Saturdays, until 31 October

*   The Square Restaurant, Vineyard Hotel, Newlands: 5-course dinner costs R 165.  2-course lunch R116, 3-course lunch R145.  Tel (021) 657-4500

*   Adega Sea Point, corner Main and Glengariff Roads:1 kg Tiger Medium prawns, R99. 300g Mozambican Pepper Fillet R79.   Oysters R4,90.  21-piece Sushi Platter R 99.  Lunch and dinner, until 31 August. 

*   Pepperclub Luxury Hotel & Spa: 6 oysters and a glass of bubbly R60, Fridays from 16h00, with jazz

*   Aubergine:  2-course lunch R184,  3-course lunch R235, Wednesdays - Fridays

*   Balducci’s: All pizzas (except Flaming Prawns) R49, 26-piece Platinum Sushi Plate for R99, Burgers from R55.  Monday - Sunday, 12h00 - 18h00, until September.

*   Ferrymans, V&A Waterfront: 3-course pairing meal, with wines matching starter and main course, at R200, until September.

*   Bukhara : 2 course lunch or dinner plus glass of wine R125, Monday - Saturday, Sunday lunch

*   Haiku:  2 course lunch or dinner plus glass of wine R125, Monday - Saturday, Sunday lunch

*   Cafe Caprice, Victoria Road, Camps Bay: two burgers for the price of one, Mondays - Thursdays, 12h30 - 22h00

*   Saul’s Taverna: for every meal ordered from main menu, the second person get’s a free main course from chef’s special menu

*   Caviar Deli in the V&A Waterfront is offering 2 ready-made meals for R40 (one costs R25)

*   Societi Bistro: “Tour of France” - 3-course French menu R 150, until October

*   Chapman’s Peak Hotel, Hout Bay: 1kg Tiger Prawns R99; order 2 steaks, and get a bottle of wine and 2 Amarula creme brulees for free.  Tel (021) 790-1036

*   Quay 4: Snoek and chips R59, until October

*   Black Marlin: Snoek on braai R55, half crayfish on braai  R75, Saturdays and Sundays;  3 course meal plus glass of sherry R125, until October

*   Hildebrand: 2 courses R 89, 3 courses R 120; 2 pastas for the price of one with a glass of wine, until September

*   Chenin Restaurant and Bar: Sirloin steak R60, until September. Tel 021 425-2200

*   Leaf Restaurant and Bar : 51 % off sushi from 11h00 - 16h00, and all day on Sunday.

*   Cafe Chic: half-price off all dishes except Tapas, until 31 August.

*   Gesellig, Regent Road, Sea Point: 2 courses plus soup or dessert = R 90 for dinner; lunch costs R40 for dishes usually costing R65 - R77 12h00 - 14h00

*  The Fish Shack Restaurant and Wine Bar, Paddocks, Milnerton: Shack Platter and glass of wine R 90

*   Blowfish in Blouberg: Seafood platter R 179, 20-piece sushi platter R99, 500g rump steak R 95, Lamb shank R95, Fish & chips R59, Prawn curry R69, Seafood Paella R79, until September. Tel 021 556-5464

*   Ocean Basket: Starter, seafood platter, and bottle of Two Oceans wine for 2 for R 235 (only at Hout Bay, Plumstead, Tygervalley and V&A branches), until 31 October.

THE WINELANDS

*   Reubens in Franschhoek : 3 course meal for R 150, or R 220 for a glass of wine per course.  Mondays - Fridays, May until August. Tel (021) 876-3772

*   D’Vine Restaurant at Willowbrook Lodge, Somerset West: 1 course R100, 2 courses R145, 3 courses R170, includes a glass of wine.  Dinners only

*   96 Winery Road between Stellenbosch and Somerset West: 3-course meal plus a glass of wine for R 165, Mondays - Saturdays, lunch and dinner

*   Terroir at Kleine Zalze, Stellenbosch: two-course meal at R 165, and 3-course meal at R 195, until the end of September

*   Allee Bleue, outside Franschhoek: choice of four 250 gram steaks at R 99, including a glass of estate wine, May - September

*   Allee Bleue, outside Franschhoek: 3 course meal plus a glass of wine, at R 130.

*   Mont Rochelle Hotel in Franschhoek: 2006-priced 3-course dinner, each course accompanied with a glass of wine, as well as water, costs R 2006 for a party of six persons (R 334,33 per head).

*   Olivello, Klapmuts, outside Stellenbosch: 2-course meal R 99, 3-course meal R 119.

*   Mon Plaisir @ Chamonix in Franschhoek: 2 courses at R 170

*   Le Bon Vivant in Franschhoek: 2-course meal for R 115, 3 courses for R 150

*   iCi at Le Quartier Francais in Franschhoek: 2 courses cost R 120 and 3 courses R 150, Monday - Friday, until August

*   Grand Provence in Franschhoek: Chef’s Table for 8 or more persons, 4 courses R 200 per person, June - August, lunch and dinner

*   Warwick Winter Bistro, Warwick wine estate, Stellenbosch: Butternut soup R 30, Bobotie R 57, Steak and Mushroom pie R 70, Mushroom Risotto R 75.  Mondays - Sundays.

*   Jordan Restaurant with George Jardine, Jordan wine estate, Stellenbosch: 3 course Menu de Jour lunch R 180, R220 with 2 wines.  2-course a la carte lunch R 200, 3 courses R225.  Wednesday - Saturday lunch, May - August

*   Cuvee, Simonsig wine estate, outside Stellenbosch:   2 course lunch or dinner + glass of wine R 170, 3 courses R 200, August - October

*   Clos Malverne wine estate outside Stellenbosch: autumn special - 2 course meal + quarter bottle of wine R 125, 3 course + half bottle of wine R 155, Tuesday - Saturday lunch and Wednesday and Friday  dinner 

*   Bosman’s, Grand Roche Hotel, Paarl: 3-course lunch and 2 glassses of wine for R 260, Sundays

*   Lanzerac Hotel in Stellenbosch : 2-course lunch R 145, 3 course lunch R 175, includes a glass of red wine.   Chef’s soup of the day with rolls and house wine R 55.    June - September

*   French Connection, Franschhoek: 2 courses R 95 and three courses R 125 

*   Le Petite Ferme, Franschhoek: 2 courses R 100, 3 courses R 150, plus carafe of wine, every Friday evening

*   Fyndraai at Solms-Delta wine estate: 2 course lunch R 135, 3 courses R 155.

*   Ryan’s Kitchen at Rusthof, Franschhoek : 3 course meal and glass of wine at R 195, until August.

*   Boschendal in Franschhoek:  Buffet reduced cost R 145 (R 50 extra cost for dessert and cheeses) 

*   Noble Hill, Klapmuts: Farmer’s Lunch costs R 62, Mondays - Fridays

*   Restaurant Christophe, Stellenbosch: business lunch - 2 courses R130, 3 courses R 150, Tuesday - Friday, served within one hour, all year

*   Rickety Bridge Restaurant in the Vines in Franschhoek: 3 course lunch for R 150, and R25 extra for three Rickety bridge wines, paired per course. Monday - Sunday, until end September

*   Allora in Franschhoek: 3 course winter menu at R89.  Main course lunch plus live music plus ”drink” for R100 Saturday lunches.  Tel (021) 876-4375.

*   Epicerie Fine Deli/Coffee Shop, L’Ermitage, Franschhoek - bowl of pasta plus salad plus homemade bread plus glass of wine = R 45.  Tel (021) 876-9200

OTHER AREAS

*   Season in Hermanus: 2 course meal R 75, bredie of the day R 48, Sunday roast R 65, 3-course Sunday lunch R 110. Tel (028) 316-2854

*   Mediterrea in Hermanus: 2-course R 105 and 3 course meal R 135, Monday - Thursday dinners and Sunday lunches, April - August

*   Nguni in Plettenberg Bay:  main course R 50, different every week, Wednesdays.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

Copyright: Whale Cottage Portfolio

The Easter weekend looks to be a busy one for the hospitality industry, a welcome last burst of business until the dreaded winter lull commences after the weekend.  

Three major events take place this weekend: the Old Mutual Two Oceans Marathon and the Cape Town International Jazz Festival in Cape Town, and the KKNK in Oudtshoorn.   These events are estimated by Cape Town Routes Unlimited to generate R 780 million in income for the Western Cape, reports Southern African Tourism Update.

The Old Mutual Two Oceans Marathon will be run for the 40th time in Cape Town today, with a 56 km ultra marathon, a 21 km marathon, and 5 km and 2,5 km fun runs creating a choice for the 26 000 participants.

The Cape Town International Jazz Festival is in its 11th year, and its economic benefit is estimated at close to R 600 million.   The star of the Festival will be George Benson, who performs at the Kippies venue at the Cape Town International Convention Centre tonight.  His show will be a tribute to Nat King Cole.  Judith Sephuma, Toots Thieleman, Jason Moran, La Melodia, Jonathan Butler, TKZee, MiKaNiC, Regina Carter, Melanie Scholtz, and Bilal are some of the 40 artists and bands performing today and tomorrow.  Billed as “Africa’s Grandest Gathering” and rated as the fourth best jazz event in the world, the Jazz Festival is expected to draw 32 000 jazz fans over the two days.

The KKNK (Klein Karoo Nasionale Kunstefees) runs until 8 April, and is a feast of mainly Afrikaans music and theatre.  Experimental plays usually are first performed in Oudtshoorn.  Award-winning ‘Die Naaimasjien’, with actress Sandra Prinsloo, will be the highlight.   Musically, David Kramer will entertain with ’David Kramer se Kaapse Breyani’.  Other musical stars include Elsabe Zietsman, Amanda Strydom, Karen Zoid, Coenie de Villiers, Chris Chameleon, Koos Kombuis, classical guitarist James Grace, and the inimitable Nataniel.

March was a bad month for business, severely down on previous years, and it is evident that hospitality businesses are concerned about the winter ahead, given the impact that punitive increases in petrol, electricity, municipal rates and other municipal charges will have on consumers.  The only counter to these cost increases is the decrease in interest rates by 0,5 percentage points, reducing the costs of car and bond repayments.    A number of restaurants may not survive the quiet period ahead, and the reduced bookings for the World Cup may not bolster their earnings enough for them to survive the winter.

Western Cape Minister of Finance, Economic Development and Tourism, Alan Winde, said as follows:”The industry went through a rough patch over the last 18 months because of the global economic recession.   It is therefore very reassuring to know that our destination plays host to events of this calibre.  They certainly support the Western Cape Government’s objective of growth, job creation and poverty reduction and will help to build a long-term, sustainable tourism industry”.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

A novel relationship between Hilton Hotels and the producers of the (Oscar nominated) “Up in the Air” has led to a most successful marketing campaign for the American hotel chain at little cost.

The fast-paced movie stars George Clooney in the lead role, and his love for being on the move around the USA, utilising his credit and loyalty cards to travel efficiently and cost-effectively.   When his boss threatens to ground him, his world collapses, especially as he is on the brink of reaching his one and only goal of 10 million frequent flyer miles.

The movie was shot at various Hilton Hotels, and “signature” Hilton products and amenities were used in the filming, reports the Weekend Argus.   The movie director Jason Reitman was a ‘Hilton HHonors frequent traveller scheme’ member before making the movie, and was familiar with the HIlton brand.   Most of the filming took place at the hotel group’s St Louis branches.  No payment changed hands, but the hotel group made accommodation and filming space available, and launched its own marketing campaign in conjunction with the movie.

Whilst the Hilton branding was visible, it never dominated, nor alienated the viewer of the movie.  In reading the article, the subtle Hilton branding became more evident.   Some of the Hilton products shown in the movie include the HHonors Diamond VIP card, MP3 alarm clock radio, room service menu, phones, uniforms, and name badges.   Services such as the Hilton HHonors check-in service, the shuttle service, the restaurants, and the hotel bathrobes, are shown.

A website www.hilton.com/UpintheAir has been created, to show how Hilton staff have helped frequent travellers and provided service by walking the extra mile.

“‘Up in the Air’ is set within the world of travel and Hilton is the most recognised name in hospitality, so our involvement provides additional credibility and authenticity.  Hilton links to the messages in the film in a seamless and subtle manner” said a Hilton spokesperson.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

Based on accommodation bookings, a most devastatingly poor September lies ahead for the first three weeks of the month.  Tourism players can be grateful that the 24 September public holiday falls on a Thursday, which can lead to locals making a four-day long weekend of it.

Rarely has a September looked so poorly booked ahead in Camps Bay, and Franschhoek.  The Garden Route remains severely depressed.   Hermanus looks a little better, especially with the Whale Festival over the long weekend having attracted good bookings ahead.  But the weekends earlier in September are not yet heavily booked.  

August, by contrast, was well booked ahead, and the Italian market was a most welcome buffer against the credit crunch.  Whale Cottage Camps Bay ended off the month with an occupancy of 60 %, and 50 % for Whale Cottage Hermanus.

FEDHASA Cape too has admitted that Western Cape accommodation has “taken a battering” this winter, reports Tourism Update Online.   “The five-star market has taken the biggest battering, but low-end accommodation seem to have fared better” said the hotel association’s Rey Franco.   He says that predictions for bookings ahead vary from good, to same as, and bad compared to a year ago.

Whale Cottage Portfolio: www.whalecottage.com