Tourism businesses in Gauteng and across South Africa are being urged to view quality assurance as more than a star rating or compliance exercise. In the latest episode of the Gauteng Lifve Podcast, South African Tourism Chief Quality Assurance Officer Bronwyn Auret explains how quality standards can build visitor trust, help smaller tourism businesses enter the formal economy and strengthen South Africa’s destination brand.
Hosted by Gauteng Tourism Authority Chief Destination Marketing Evangelist Barba Gaoganediwe, the conversation examines the work of the Tourism Grading Council of South Africa, the importance of service excellence and the growing role of inclusive quality standards in a changing tourism market.
The episode comes as Gauteng continues to position itself as a destination for leisure, business, culture, heritage and events, with visitor expectations increasingly shaped by online reviews, safety concerns, accessibility and the overall experience delivered by tourism establishments.
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What the Tourism Grading Council Does
Auret leads quality assurance at South African Tourism, including the work of the Tourism Grading Council of South Africa (TGCSA).
The council is responsible for grading tourism accommodation and related establishments across eight categories. Its role is to assess whether businesses meet the expected requirements for their category and star level, including health and safety, facilities, service and the overall visitor experience.
Auret describes quality assurance as the guarantee behind South Africa’s destination brand.
For travellers, a grading system provides a clearer indication of what they can expect before booking. For businesses, it creates a framework for improving their offering, building credibility and becoming more visible in the tourism market.
The discussion moves beyond the idea that quality is only associated with luxury. Auret explains that a one-star establishment and a five-star establishment can both meet quality standards if each is fit for purpose and delivers what it promises to guests.
Understanding Tourism Star Ratings
The podcast unpacks what visitors can generally expect at different grading levels.
A one-star establishment should provide a safe, functional and reliable place to stay. At the upper end, a five-star establishment is expected to provide premium facilities, high levels of service and a more luxurious guest experience.
The grading system is intended to help visitors compare products fairly, rather than suggesting that only high-end accommodation has value.
This is particularly relevant in Gauteng, where the visitor economy includes hotels, guesthouses, lodges, homestays, township tourism businesses, conference venues and smaller accommodation providers serving domestic and international travellers.
Auret argues that the quality conversation should focus on trust and the human experience. This includes whether guests feel safe, welcomed and well served, as well as whether a business accurately represents what it offers.
Basic Quality Verification Opens a Door for Small Businesses
One of the key topics in the episode is Basic Quality Verification, known as BQV.
The programme is designed as an entry point for micro-businesses, homestays and smaller tourism operators that may not yet be ready for full grading. It provides a pathway into the formal tourism sector without requiring businesses to meet every requirement associated with traditional grading from the start.
Auret describes BQV as a “kindergarten” for businesses beginning their quality-assurance journey.
The approach is important for transformation because many smaller enterprises face practical barriers, including limited funding for upgrades, access improvements and infrastructure changes.
The podcast also highlights the need for targeted support to help tourism businesses improve facilities such as bathrooms and accessibility features for people with disabilities.
For Gauteng entrepreneurs, the programme may offer a route towards formal recognition, stronger market access and greater confidence among visitors and travel partners.
Tourism Quality Has Changed Since COVID-19
The tourism industry changed rapidly after the COVID-19 pandemic, with businesses adapting to new health, safety and technology expectations.
Auret points to developments such as hybrid conferencing, improved digital systems and a stronger focus on sustainable health and safety practices. These changes have affected how travellers assess tourism products and how businesses prepare for guests.
Quality assurance now includes more than physical infrastructure. It also considers how businesses respond to changing consumer expectations, including digital booking experiences, flexible services, cleanliness, sustainability and personalised hospitality.
For Gauteng, where business travel and events are central to the visitor economy, these shifts are particularly important. Conference venues, hotels and tourism operators increasingly need to accommodate both in-person and digital participation.
Building an Authentic South African Tourism Experience
Auret also calls for the tourism sector to embrace South African culture more confidently.
The conversation questions the continued use of imported hospitality language and encourages tourism businesses to showcase local food, traditions, service styles and cultural experiences as part of what makes South Africa distinctive.
Rather than relying on terms such as “continental breakfast”, the sector can place greater value on traditional South African offerings and the hospitality experiences that visitors cannot easily find elsewhere.
The discussion positions service excellence, cultural authenticity and human connection as central to a globally competitive tourism offering.
This is relevant to Gauteng’s diverse visitor economy, which includes township experiences, heritage attractions, food markets, cultural precincts, contemporary entertainment and local entrepreneurship.
What This Means for Gauteng Residents
The episode highlights how tourism quality standards can affect both visitors and local businesses in Gauteng.
For tourism entrepreneurs, grading and Basic Quality Verification can provide a structured route to improving their operations and participating more fully in the formal tourism economy.
For visitors, quality assurance can make it easier to understand what an accommodation establishment or tourism product offers before they book.
For the province, stronger standards can support Gauteng’s reputation as a reliable destination for domestic holidays, international visitors, business events and cultural tourism.
The conversation also places transformation at the centre of tourism growth. It raises questions about whether smaller businesses have the funding, infrastructure and support needed to meet quality standards and compete in the visitor economy.
Frequently Asked Questions
Who is Bronwyn Auret?
Bronwyn Auret is the Chief Quality Assurance Officer at South African Tourism and is responsible for quality-assurance work linked to the Tourism Grading Council of South Africa.
What is the Tourism Grading Council of South Africa?
The TGCSA is responsible for grading tourism establishments across different categories to help set expectations around facilities, service, safety and quality.
What is Basic Quality Verification?
Basic Quality Verification is a pre-grading programme for micro-businesses, homestays and smaller tourism operators entering the formal tourism sector.
Does a lower star rating mean a tourism business is poor quality?
No. The grading system is intended to show what visitors can expect at each level. A lower-star establishment can still meet quality standards if it is safe, functional and fit for purpose.
Who should watch the Gauteng Lifve Podcast episode?
The episode is relevant to tourism entrepreneurs, SME owners, hospitality professionals, investors, policymakers and content creators interested in tourism quality, transformation and visitor experience.
Watch the Full Episode
Watch the Gauteng Lifve Podcast conversation with Bronwyn Auret on YouTube.
The episode forms part of Gauteng Lifve’s ongoing conversations about the province’s visitor economy, tourism development and the people shaping the sector.
