"S E R V I C E"
Specialized Service, Excellent Service, Remarkable Service, Valued Service, Individually Suited Service, Comfortable, Luxurious and Affordable Service, Extend our Service

“People are our most important asset."

Service excellence is the key!
Whether giving or receiving, a positive attitude, friendliness, and personalized service are keys to excellence. It makes the customer feel important and welcome.
Service excellence is being able to understand a customer’s needs and to be able to confidently offer solutions, in a professional manner. Every customer is different and has different needs and wants; you need to be able to recognize this and work with each client as an individual.

The Heartbeat & Bloemfontein Hospitality – What’s it all about?

M I S S I O N
We are Branding Bloemfontein as a destination of choice for business and leisure. By selecting products and services, we strive to maximize the benefits to our members, Customers, owners, staff, service providers and the community, in a responsible and effective manner.  We therefore change the market’s perception and emotion about our city.

V I S I O N
Bloemfontein Hospitality will become the spokesperson for Bloemfontein as a city of choice by providing a unified basket of unique services and products in Bloemfontein, and to showcase these services and businesses to the general public. Bloemfontein Hospitality is a brand management group; showcasing a select group businesses and products and by association adding value to these establishments through a strong brand awareness.

Bloemfontein Hospitality provides a unique platform to showcase quality assured services and facilities within the Bloemfontein area.  All our members have to follow the code of conduct as stated by our rules of association along with our set of terms and conditions.  Each member is inspected by one of the personnel in our Training and Development Department, and have to meet all of the necessary stringent requirements.

The main aim of Bloemfontein Hospitality is to manage sales and marketing services which will in turn boost the hospitality sector in Bloemfontein and thus improving the perception and appeal of the market. In addition, we provide consultancy services to new developments, in-house training, skills development, suppliers’ discounts and training seminars on basic business ethics to establishment and business owners.

Key benefits:

• Showcasing a group of specialized products and services with a strong focus on quality standards in Bloemfontein.
• One voice and representation on the Provincial Local Government level.
• An efficient referral infrastructure with strong market penetration derived from more than 10 online channels which will deliver increased revenue to the business and community sector in Bloemfontein.
• A focus on the sales & marketing infrastructure aimed at the key sectors of the supply chain in the sector.
• Negotiations on behalf of members for supplier discounts.
• Skills development and training seminars.
• Social development projects – giving back to the community.
• The strong partnership within the group has one goal in mind: to provide a “One Stop Shop” to meet the needs of our clients.

Our philosophy is founded on the 10 Golden Guidelines:

1. THE CUSTOMER IS IMPORTANT 
- Cater to all his/her needs.
2. ALWAYS REMEMBER TO SMILE
- Simple essentials like using proper vocabulary and telephone etiquette (Words like: Good morning, Certainly, How can I be of assistance, I’ll be happy to and MY Pleasure).
3. MAKE THE CUSTOMER FEEL AT HOME, AND THE CUSTOMER WELCOME
- Acknowledge Customers and clients and greet them by their name whenever possible.
4. ANTICIPATE AND RESPOND TO CUSTOMERS OR CLIENTS
- Volunteer assistance and offer to provide information wherever you can.
5. TAKE PERSONAL RESPONSIBILITY - Act immediately to any request or problem that may arise. This way, the problem gets resolved with minimal effort and maximum efficiency!
6. GIVE CUSTOMERS AND CLIENTS YOUR UNDIVIDED ATTENTION
- Listen carefully to their requests. Be attentive to what his/her needs are. Accompany them rather than pointing out the areas interest in Bloemfontein.
7. BE AN AMBASSADOR FOR BLOEMFONTEIN HOSPITALITY - IN AND OUT OF THE WORKPLACE
- Always talk positively about Bloemfontein Hospitality and your co -members.
8. PRACTICE TEAMWORK AND RESPECT ALL INDIVIDUAL MEMBERS
– Self-respect and respect for others will go a long way in the Industry. Take pride in your personal appearance, as you are at all times a service Ambassador!
9. AN EMPLOYEE/OWNER WHO RECEIVES CUSTOMER / CLIENT COMPLAINTS “OWNS” THE COMPLAINT
- Deal with problem in a non-defensive manner; react quickly to correct the problem yourself before it’s blown out of proportion.
10. KNOW YOUR CO-MEMBERS WITHIN BLOEMFONTEIN HOSPITALITY
- The success of this organization depends on your positive attitude in the Industry and to be the BEST Ambassador of our Beautiful country – SOUTH AFRICA, and bring in the beauty and warmth of the Free State Fever!

What are our objectives?

1. Our most important objectives are: 

• To be the preferred Brand within the Tourism Industry in Bloemfontein.
• To brand the Trade Mark of the Company to all stakeholders in the Industry.
• To increase our members' income stream and to brand Bloemfontein as a destination.
• To be mentioned and featured in articles in magazines, local newspapers and newsletters.
• To be seen as the best quality assured, friendly and cost-effective City to visit.

2. Our service delivery mission is as follows:

• To see that the website is user friendly to all Languages for the convenience of Customers or clientele travelling from abroad.
• To market the website through the Internet to broaden our visibility to the world.
• To provide internet marketing that will brand Bloemfontein as a destination.
• To offer incentives for our Customers and clientele utilising the services showcased on Bloemfontein Hospitality.

3. Our services aim to include:

• Creating in-depth pages on our website to cover all industries to provide a “One stop Shop” for travellers, clients and customers.
• Our core competencies are an understanding of the cultural and linguistic issues and the infrastructure of the World Wide Web.
• The company intends to partner with firms that are proficient in website implementation, rather than building such an operation internally.
• The basic website is designed to inform Web users about the existence of our showcased establishments, services, locale information about Bloemfontein and more. This website will typically include photographs, location and contact detail for the destinations.
• Each client’s listing page will provide an overview of their business / service / establishment with depth and interactivity. This will include full contact details and a direct link to the clients own website.