zimbabwe national tourism policy pdf

Zimbabwe Tourism Authority(ZTA)

The Zimbabwe Tourism Authority is a Parastatal organization formed by an Act of Parliament: The tourism Act Chapter 14:20 of 1996 with a mandate of developing, managing, promoting and marketing Zimbabwe as a tourist destination in both the local and international markets.

As a National Tourism Organization (NTO), ZTA is responsible for tourism promotion, planning and development, research and enforcement of standards and services. Its overarching goal is to promote the sustainable growth and development of tourism in Zimbabwe for the social and economic benefit of the nation through setting and monitoring of standards, market research, product development, investment promotion and destination marketing. It falls  under the Ministry of Tourism and Hospitality Industry led by Honourable Barbara Rwodzi(MP).

1.1 OUR CORE PURPOSE

To develop, manage and market Zimbabwe as a tourist destination as mandated by the Tourism Act 1996, Chapter 14:20.

1.2 OUR VISION

To be a must visit destination and leader in sustainable tourism in Africa by 2030

1.3 OUR MISSION

To serve the interests of the tourism industry through effective and efficient utilization of our resources for the benefit of the national economy

1.4 OUR CORE VALUES

We will fulfill our mission guided by the following values:

Teamwork – We work as a team and appreciate each other’s role in the organisation.

Results Driven – We deliver, that is what sets us apart.

Innovation – We are creative.

Professionalism – We are ethical in our business conduct.

Service Culture – We are here to serve; this drives our relationship with our stakeholders and clients

According to Section 5 of the Tourism Act 1996, Chapter 14:20“(1) Subject to this Act, the functions of the Authority shall be:

a) To promote Zimbabwe as a destination for tourists and to promote the tourism industry in overseas, regional and domestic markets. b) to develop marketing skills and initiatives within the industry c) to promote high standards in the tourist industry through the establishment of standards, training and human resources development d) to register and grade designated tourist facilities e) to promote the development of tourist facilities f) to undertake planning for the tourist industry, including the conducting of market research and the development of a tourism data base g) to promote awareness in Zimbabwe of the benefits of tourism h) to provide consultancy and advisory services in relation to tourism i) to investigate and make recommendations to the minister on any matter affecting the tourism industry and the administration of the act j) On its own initiative or at the request of the Minister to carry out any functions that May be conferred to or imposed on the Authority by or under the Tourism Act or any other enactment.

INTERNATIONAL MARKETING

The functions of the International Marketing Division are adapted from the functions of the Authority as stated by the Tourism Act Chapter 14:20. Part II of the Act: Zimbabwe Tourism Authority Section 5 Functions of Authority spells out in subsection (1) as follows: Subject to this act the Function of the Authority shall:- a) To promote Zimbabwe as a destination for tourists, and to promote the tourist industry in overseas, regional and domestic markets b) To develop marketing skills and initiatives within the tourist industry As the Department responsible for marketing and promotion of Zimbabwe, Destination Marketing is the key management tool in fostering the awareness of Zimbabwe as a tourism destination, world over. The division is responsible for the implementation of marketing strategies and initiatives for the development of tourism.

PROGRAMMES • Perception Management Programme • Destination Image Buliding Transformation programme • Goodwill Ambassadorial Programme • Celebrity Host Programme • Meetings, Incentives,Conferences and Exhibitions (MICE) • Sanganai Hlanganani – World Travel and Tourism Africa Fair • Familiarisation tours • Friends of Zimbabwe • Domestic Tourism Promotion

DESTINATION MANAGEMENT DIVISION

The Destination Management Division is a Division within the Zimbabwe Tourism Authority mandated by the Tourism Act(Chapter 14:20) of 1996 to set and monitor standards within the tourism and hospitality industry, register Designated Tourist Facilities as well as training of staff in the industry so as to maintain high standards. The Division derives its mandate from section 5 of the Tourism Act Chapter [14:20] of 1996 which states that; Subject to this Act, the functions of the Authority shall be – To promote high standards in the tourist industry through the establishment of standards, training and human resource development. To register and grade designated tourist facilities. To promote the development of tourist facilities. To provide consultancy and advisory services in relation to tourism. To investigate and make recommendations to the Minister on any matter affecting the tourist industry and the administration of the Act.

DESTINATION MANAGEMENT PROGRAMMES Registration and licensing of designated tourist facilities Registration and licensing is done to all operators who are designated as tourist facilities by the Tourism Act of 1996 and Statutory Instrument 106 of 1996. In terms of the Act, the Minister responsible for tourism is allowed to designate any person, place or thing as a tourism facility. Thus this statutory instrument lists the current 27 categories of designated tourist facilities.

DOMESTIC TOURISM AND STRATEGIC RESEARCH

The Domestic Tourism and Strategic Research Division (DTSR) is a strategic Division that provides strategic services to the overall planning and development of tourism in Zimbabwe. The Division is made up of four departments; Market Research, Product Development, Information Technology and Investments. OVERAL FUNCTIONS • Promoting sustainable development of tourism products. • Promoting the development of new tourism products. • Promoting tourism investment. • Providing market intelligence for strategic destination promotion and informed decision making. • Developing and maintaining the Tourism Satellite Account. • Proving ICT support service for the organization • Providing advisory services to the industry. • Spearheading the development of trans-frontier conservation areas. • Generation of periodic Tourism statistical reports. • Promotion Community Based Tourism (CBT). Market Research The Market Research unit is responsible for providing strategic market intelligence for the growth and development of tourism. In essence the Department acts as the eyes and ears of the organization. Through market related information gathering and analysis the Department helps the organization to make informed decisions. Key focus areas: • Carrying out strategic market intelligence research for the organisation and the industry. • Co-ordinating the development and maintenance of the Tourism Satellite Account (TSA). • Collecting, analyzing and disseminating accurate and timeous tourism statistics. • Tracking the performance of the tourism sector against other sectors. Product Development The unit is responsible for the promotion of sustainable development of tourism products. This will entail development of new tourism products, product diversification as well as the redevelopment of existing products. Focus areas: • Identifying and promoting the development of new tourism products. • Promoting the development of community based tourism. • Recommending the review of tourism development policies and enabling legislation and regulations • Recommending the formulation and review of national, regional and local Tourism Master Plans. • Planning and development coordination of Trans-frontier Conservation Areas (TFCAs). • Preparing and promoting tourism investment plans/projects/programmes • Coordinating investment promotion in the country. • Creating and maintaining a database on existing and potential tourism investment opportunities in consultation with relevant stakeholders. • Preparing investment plans and presentations • Liaising with local and foreign stakeholder/potential investors on opportunities available for tourism investments. • Carrying out audits of existing gaps in the tourism sector and finding alternatives for investment within the tourism sector. • Lobbying for investment incentives for targeted zones or projects Information Communication Technology (ICT) The ICT Department is responsible for overseeing the Authority’s Information Systems and networking infrastructure. The Department provides technical leadership to Information, communication and technological systems such that the Authority is conversant with the future direction of the technology. Focus areas • Securing ICT Systems and Infrastructure • Managing the Authority’s systems and databases • Providing support services to individual users and divisions

FINANCE, ADMINSTRATION AND HUMAN RESOURCES The Finance, Administration and Personnel Division’s major role is to preserve the fiscal integrity of ZTA through prudent financial planning and control, accurate financial accounting and reporting and sound financial management. As its name implies, it is also charged with the responsibility of attracting, developing and retaining key skills which will enable the organisation to competently discharge its mandate at all times. PROJECTS • Tourism Levy (Revenue Collection) • Tourism Audits • Employee development programmes • Asset Management

CORE VALUES

Guided by the following Core Values ZTA is committed to best serve the interest of the tourism industry and the national economy through the development and promotion of high quality tourism products:

We believe we can only be strong and efficient if all of us are informed about the business of the Authority, play our part, view each other as team members and appreciate our role in the big scheme of things in the organisation.

Professionalism

We are ethical, honest, fair and consistent in our dealings with the public, our customers and with one another. These principles are so dear to us that they will not be compromised under any circumstances.

Service Culture

This drives our relationship with one another and our clients, for we believe we are here to serve. Dealing with us will always make a pleasurable difference in the way business is conducted.

Results –driven

We deliver. That is what sets us apart from the crowd. That is what we are known for.

Thinking outside the box is our hallmark, for we subscribe to the maxim that today’s problems cannot be solved conclusively if we think at the same level at which they were created. Thus we encourage entrepreneurship, innovative thinking and full participation of all our employees.

SERVICE DELIVERY

The most inspiring leadership is by example. Thus, ZTA commit itself to meeting the following standards in its service delivery:

• Handle clients courteously and with maximum enthusiasm.
• Respond to telephone calls promptly, informatively and politely.
• Communicating and informing the clients on all tourism issues, especially those that affect them directly or indirectly.
• Acknowledge all correspondence within a reasonable period not exceeding a 7 Days.
• All deliberations and changes on tourism matters will be communicated to clients timeously to keep them informed.
• All visitors to our offices will be ushered to a warm hospitality and attended to within a reasonable time.
• The tourism industry plays a pivotal role in the functioning of the Authority, thus, these will be treated courteously and their views are greatly considered.

ZTA’s obligation to publics

• ZTA in all its dealings shall remain accountable to the nation of Zimbabwe.
• ZTA will be guided by the Tourism Act in all its transactions.
• Ethical considerations, diligence, integrity and professionalism will remain the cornerstone of ZTA’s operations.
• ZTA is committed to serving the public’s needs and any contributions, advice, criticism and suggestions are welcome.
• Communication is key and as such it remains our obligation to timeously inform you on all tourism matters of interest.

ZTA’s duty to tourism industry players

• ZTA is committed to marketing and promoting tourism products and services without impartiality.
• We listen to your queries, suggestions and ideas to foster growth in the industry.
• ZTA is open to receive your concerns, particularly those that affect the industry in their day to day operations.
• All critical industry information will be handled with due confidence unless it’s for specific marketing purposes.
• Operators are welcome to seek clarity with ZTA where they do not understand what is required of them
• We are committed to minimising your compliance costs.
• All Authority officials shall carry proper identification upon visits to industry premises.

Client’s Obligations

As the adage goes, one good turn deserves another. Thus, in return, the Zimbabwe Tourism Authority expects mutual understanding and cooperation of our publics by:

• Friendliness and courtesy for its employees
• Be objective committed, cooperative, supportive and sincere in their engagements with the Authority.
• To be knowledgeable and cultivate an attitude of travelling around Zimbabwe to experience various tourism products
• Objective and constructive feedback when necessary
• To be environment conscious and friendly, preserving the heritage, wildlife as well as various tourism sites.
• To report any mischief or conducts detrimental to the development of tourism in Zimbabwe.

Tourism industry obligations

• 100% compliance – every operator should remit statistics every month (or when so required, in the case of ad hoc surveys).
• Even when there has been no business for the month/period being reported on, a “nil” return should still be submitted as this is also a measurement
• Compliance with all relevant laws, especially the Tourism Act.
• To register facilities or renew licenses with the Authority
• Renovating and sprucing up their facilities to meet acceptable standards in the industry.
• Ensure hospitality and exhibit good service standards in the industry.
• To provide truthful and honest information that may be requested.
• Timely and Accurate statistics which give a true picture of what is happening on the ground
• Utmost co-operation and tolerance to ZTA officials seeking statistics and/or other information
• To pay their levies within the stipulated time.

Information

Knowledge is power. ZTA is committed to empower you with adequate tourism information through various media and communication platforms.

• Organizations
• Sanctioned Organizations
• Register Organization

National Tourism Master Plan for Zimbabwe

Associated funding, associated experts, description.

Description Zimbabwe has been at the forefront of Southern African tourism for decades, with such iconic destinations as Victoria Falls being most visible. The country has been regarded as a 'must see' on the Southern African circuit, for international tourists, a highly regarded destination for Regional leisure and business travel and an excellent domestic holiday destination. However, the above potential is still under-developed. Although tourist arrivals experienced a slight increase of 2.6% in 2014, Zimbabwe is still 60% lower in terms overseas market compared to 1999, the best year were overseas arrivals almost hit 600,000. In this context, the Africa Development Bank is supporting the Government in reducing youth unemployment and increasing tourism revenues through the Youth and Tourism Enhancement Project. The overall objective of this consultancy was to assist the Ministry of Tourism and Hospitality Industry to develop a clear and concise National Tourism Master Plan that will act as the overarching guide to the development of Tourism in Zimbabwe by providing direction to product development and diversification, spatial organization of tourism, infrastructure development, manpower development, community participation, preservation of nature, culture and heritage and marketing and promotion strategies.

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UN Tourism | Bringing the world closer

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First national Tourism Satellite Account Launched in Zimbabwe

• 31 Mar 2022

UNWTO has partnered with the Ministry of Environment, Climate, Tourism and Hospitality Industry (MECTHI) of Zimbabwe to launch the country’s first National Tourism Satellite Account (TSA) today.

The Account shows the size and significance of the tourism sector for the Zimbabwean economy, based on the last available pre-COVID-19 data and on data gathered before the formal transition of national currency from US dollar into the Zimbabwean Dollar. The TSA revealed that tourism accounted for 4.25% of the National Gross Domestic Product (GDP) with a value of USD1.03 billion in 2018. In 2019 the sector accounted for 6.3% of GDP with a value of USD1.23 billion. At the same time, the data also shows that tourism accounted for 1.56% of national employment levels in 2018, with around 100 000 jobs supported and created.  

The TSA was produced as part of the Zimbabwe Destination Development Program , a technical assistance program supported by International Finance Corporation (IFC).  As well as recording the number of tourists visiting the country, the initiative also provides monetary and non-monetary tourism data related to demand and supply and measures the value of expenditure on goods and services across all types of tourism as well as the value of tourism-sector industries producing goods and/or services. It will be used for quantifying tourism’s contribution to GDP and national employment rates.

Data for tourism’s restart and recovery

Tourism in Zimbabwe has been significantly impacted by the pandemic, with the introduction of travel restrictions and lower demand from tourists leading to a massive fall in visitors. The loss to the national economy is estimated at USD690m. According to the IFC’s Country Manager, Adamou Labara said, ‘these empirical findings highlight the opportunity for policymakers in Zimbabwe to support recovery of the tourism sector through stimulating traveller demand, and responsibly reducing barriers to entry’.

By addressing information gaps and supporting a data-driven approach to policy development and investment decisions , the TSA should prove particularly relevant to Zimbabwe’s tourism sector as it works towards sustainable recovery and growth from the impacts of the pandemic. The development of the TSA is one of the key milestone projects for the tourism sector under the National Development Strategy (NDS1 2021-2025). 

Contact: [email protected] Cheryl Khuphe; [email protected]

Related links:

• Download the news release in PDF
• Tourism Statistics Data
• Tourism Enjoys Strong Start to 2022 while Facing New Uncertainties
• Tourism Satellite Account for Zimbabwe

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Ministry of Finance and Economic Development / Ministry of Tourism and Hospitality Industry

2015 – 2016

Project Description

Zimbabwe has been at the forefront of Southern African tourism for decades, with such iconic destinations as Victoria Falls being most visible. The country has been regarded as a ‘must see’ on the Southern African circuit, for international tourists, a highly regarded destination for Regional leisure and business travel and an excellent domestic holiday destination. Other destinations, such as Lake Kariba, Mana Pools, Monomotapa, Great Zimbabwe and Hwange National Park have been, almost, legendary for international and Southern African regional tourism and destinations of choice for domestic tourism – for decades back to the 1960s. However, the above potential is still under-developed. Although tourist arrivals experienced a slight increase of 2.6% in 2014, Zimbabwe is still 60% lower in terms overseas market compared to 1999, the best year were overseas arrivals almost hit 600,000. If Zimbabwe is to develop an effective and efficient tourism industry, those challenges currently hindering the country’s tourism development have to be addressed. A number of issues have been outlined by recent study papers. Amongst others, weakness of the framework for investment in the tourism sector, unfavourable international image of the country, strong regional competition, nature and conservation pressures, limited skilled tourism labour force and infrastructure gaps. In this context, the Africa Development Bank has supported the Government in reducing youth unemployment and increasing tourism revenues through the Youth and Tourism Enhancement Project. The overall objective of this consultancy was to assist the Ministry of Tourism and Hospitality Industry to develop a clear and concise National Tourism Master Plan that will act as the overarching guide to the development of Tourism in Zimbabwe by providing direction to product development and diversification, infrastructure development, manpower development, community participation, preservation of nature, culture and heritage and marketing and promotion strategies. The study area includes a number of sites listed by UNESCO in the World Heritage List: “Mana Pools National Park, Sapi and Chewore Safari Areas”, “Great Zimbabwe National Monument”, “Mosi-oa-Tunya / Victoria Falls”, “Matobo Hills”.

Scope of Services

Inventory and assessment of tourism resources, preparation of the National Tourism Master Plan and of Tourism Development Zones Plans, support for the organisation of an Investors’ Forum.

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The impact of Zimbabwe Tourism Authority initiatives on tourist arrival in Zimbabwe (2008-2009)

2011, Journal of Sustainable Development in Africa

Zimbabwe faced a decline in tourist arrivals in 2008 due to political instability, economic recession and negative media publicity. In 2009, a Government of National Unity (GNU) was formed and a multi currency system was introduced. This study analyses the impact of Zimbabwe Tourism Authority initiatives on tourist arrivals for the period 2008 to 2009. Fifty questionnaires were distributed to a sample of six stratified tourism stakeholders, including the Zimbabwe Tourism Authority. Secondary data analysis complimented the questionnaires. The study found out that tourist arrivals declined in Zimbabwe during the period 2008 and ZTA initiatives did not have much impact on tourist arrivals during that period. Initiatives by ZTA had a positive impact on arrival of tourists in Zimbabwe in 2009 after the formation of the Government of National Unity (GNU) and introduction of a multi currency system.

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This study is a post 2010 evaluation of Zimbabwe as a preferred tourism destination. The post 2010 timeline was deliberately chosen since it was believed to be a watershed period or game changer in Zimbabwès tourism landscape following the successful hosting of the Fifa 2010 world cup by South Africa which isZimbabwès major economic trading partner. The hosting of the prestigious soccer extravaganza by South Africa was speculated to reconfigure the architecture ofZimbabwès tourism sector that had been in a comatose for close to a decade. The study established that the post 2010 period is a landmark as it marked the somewhat thawing of political and economic relations between Zimbabwe and western countries following the consummation of the inclusive government that stabilised the economy. The tourism sector was speculated to have been given a new lease of life riding on the perceived spin-offs from South Africa, warming of the international community to Zimbabwe, and the dollarization of the economy. A dozen variables were used as anchor elements against which Zimbabwe was evaluated. A questionnaire survey was used on 80 hotels, 60 tour operators, 20 key informants, and 50 international tourists at Great Zimbabwe and Victoria Falls. Results confirm that Zimbabwe indeed has raised the bar higher as a preferred tourist destination relative to other southern Africa countries as attested to by playing host to the UNWTO`s General Assembly and ATA congress, and also being the recipient of the tourism award from the European Tourism Council. On the flip-side, visa and pricing regimes are still frowned upon; however, there is huge potential for the country to do better.

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