Day 2 - 30th May 2011
SESSION ROOM 1: Legislation: The Consumer Protection Act & Regulations
This session has beenfully booked
SESSION ROOM 1: Operational: Going Green: How Can You Save Money and The Planet
13h50 - 14h30
There is no Planet B Mr. Deon Robbertze - Executive Creative Director: Zoom Advertising: Ogilvy Earth Africa
14h30 - 15h00
Renewable Energy Scoring - Will You Pass? Mr. Mark Owen - Business Development Manager: Honeywell Building Solutions
15h00 - 15h30
Grey Water and Waste Recycling Systems Speaker To Be Announced - Veolia Water SA
15h30 - 16h00
Q & A
16h00 - 16h10
Days Round Up Mr. Deon Viljoen - Chairman: VOASA
SESSION ROOM 2: Operational: The Latest In-Room Gadgets and Customer Feedback Systems
11h00 - 11h30
Hi-Tech Hotels - In-room Entertainment Mr. Damon Sergeant - Director: Kathea
11h30 - 12h00
Guest Feedback Systems and Their Value Mr. Patrick Hijlkema - Director: Sales & Operations: Proserve South Africa
12h00 - 12h30
Interactive In-room Entertainment Mr. Stefan Mayer - National Operations Manager: Teljoy Audio Visual
12h30 - 12h50
Q & A
SESSION ROOM 2: Legislation: Know The New Labour, Alcohol and Smoking Laws & Amendments
13h50 - 14h30
Hospitality Labour Law Changes Ms. Dianne Robinson - Director & Partner: Intergrated Labour Solutions
14h30 - 15h00
Liquor Amendment Regulations Mr. Peter Arnold - Senior Associate: Strauss Daly Incorporated
15h00 - 15h30
New Public Place Smoking Laws Mr. Peter Arnold - Senior Associate: Strauss Daly Incorporated
15h30 - 16h00
Q & A
16h00 - 16h10
Days Round Up Mr. Alex Bosch - Executive Director: VOASA
SESSION ROOM 3: Sales Workshop (Part 1)
11h00 - 12h50
Mr. Clive Price - The Peer Group The Sales Process,
Sales Competencies of Professionals,
Sales Quiz and
Self Improvement Checklists
SESSION ROOM 3: Sales Workshop (Part 2)
13h50 - 16h10
Mr. Clive Price - The Peer Group Intelligent Questioning Techniques,
Finding The Gaps,
Active Listening and Body Language,
Trial Closing and
FAB - Features, Advantages and Benefits
SESSION ROOM 4: Customer Care & Front of House Workshop (Part 1)
11h00 - 12h50
Mr. Errol Van Der Merwe - The Peer Group Customer Service Excellence - What Are World Class Standards and
How Do You Rate?
SESSION ROOM 4: Customer Care & Front of House Workshop (Part 2)
13h50 - 16h10
Mr. Errol Van Der Merwe - The Peer Group Being A Brand Boffin,
Brand And Your Promise and
You In The Brand And What Is Expected Of You
Day 3 - 31st May 2011
SESSION ROOM 1: Operational: Are You Star and BBBEEE Graded?
11h15 - 11h45
Grading Shared Vacation Ownership Ms. Thembi Kunene - Chief Quality Assurance Officer: Tourism Grading Council of South Africa
11h45 - 12h25
BBBEEE and Hospitality - What You Need To Know Mr. Mbuso Zungu - Regional Executive Manager: Empowerdex
12h25 - 13h00
Q & A
SESSION ROOM 1: Marketing: How To Keep Your Customers In A Techno Age
14h15 - 14h45
Launch of the Perspective Television Channel Mr. Paul Mattimoe - CEO: Perspective International Ltd
14h45 - 15h15
Social Media - The Mystery Revealed Ms. Karen Parkin - Director: Britefire
15h15 - 15h45
Customer Retention Management and the Digital Age Ms. Lyn Wilson - Head Digital Strategist: Ogilvy Interative
15h45 - 16h15
Q & A
16h15 - 16h30
Conference Wrap Up Mr. Deon Viljoen - Chairman: VOASA
SESSION ROOM 2: Fractional Ownership: Legal Structures and Funding Guarantee Cover
11h15 - 12h00
Legal Structures for Shared Vacation Ownership Ms. Shelley Mackay-davidson - Director: Edward Nathan Sonnenbergs
12h00 - 12h30
Funding Guarantee Cover - Fractional Ownership Mr. Gavin Courtenay - Managing Director: SATIB
12h30 - 13h00
Q & A
SESSION ROOM 2: Legislation: Companies Act, Reporting On Share Blocks, Cross Border and Carbon Tax
14h15 - 14h45
The Effects of the New Companies Act on Share Block Structures Mr. Peter Arnold - Senior Associate: Strauss Daly Incorporated
14h45 - 15h15
The Effects of Carbon Tax on the Hospitality Industry Mr. James Brice - Head: Sustainability Services: Grant Thornton
15h15 - 15h45
2011 Budget and Cross Border Tax Implications Mr. Hylton Cameron - Executive Tax Manager: Grant Thornton
15h45 - 16h15
Financial Reporting for Share Blocks Ms. Sharalene Randelhoff - Director: Price Waterhouse Cooper
16h15 - 16h45
Q & A
16h45 - 17h00
Conference Wrap Up Mr. Alex Bosch - Executive Director: VOASA
SESSION ROOM 3: Sales Workshop (Part 3)
11h10 - 13h00
Mr. Clive Price - The Peer Group Courageous Sales Conversations,
Social Styles and
Presentation Skills
SESSION ROOM 3: Sales Workshop (Part 4)
14h15 - 17h00
Mr. Clive Price - The Peer Group Powerful Closes,
Handling Objections and
Summiting Sales
SESSION ROOM 4: Customer Care & Front of House Workshop (Part 3)
11h10 - 13h00
Mr. Errol Van Der Merwe - The Peer Group Handling Complaints And Difficult Customers, and
Intelligent Probing Ans Active Listening
SESSION ROOM 4: Customer Care & Front of House Workshop (Part 4)
14h15 - 17h00
Mr. Errol Van Der Merwe - The Peer Group Effective Communication Styles,
Telephone Skills And Etiquette, and
Personal Image