At the Tshwane Tourism Association’s Annual General Meeting on June 19 in Pretoria, a group of four hoteliers unveiled a new AI-powered WhatsApp chatbot, designed to transform communication in the hospitality industry.
“This 24/7 concierge tool bridges communication gaps, replaces formal front desk interactions with friendliness, and strengthens guest engagement,” said Association Chairperson Susan Marais. Early trials of the bot showed strong feedback via WhatsApp, with additional features for sending targeted marketing messages and follow-ups.
Marais described the tool as a strategic asset that helps hotels offer a seamless, personalized guest experience: “It’s a faster, friendlier way to keep guests informed and make them feel at home.”
Looking ahead, the Association is planning several initiatives for 2026, including:
- Strengthening safety measures through its existing MoU with the metro and police
- Expanding the grading of establishments to elevate standards across accommodation providers
- Boosting township tourism via cultural experiences and local tourism routes
- Launching an urban heritage circuit with guided, storytelling-focused city walks
- Enhancing transport links between hotels, attractions, and transit hubs
Marais also highlighted the continued importance of hospitality training post-COVID, the successful distribution of over 6,000 Official Tshwane Guides, and the strong turnout at the year’s showcase event at the CSIR, which drew 60 exhibitors and 400+ visitors.
The Association also expanded university outreach to promote tourism career pathways, and reinforced safety partnerships via regular metro police sessions and the Tshwane safety app.
Looking forward, the 25th anniversary edition of the Official Tshwane Guide will be released in 2026, and the Tshwane Tourism Awards will take place on August 16 at Batter Boys Village, celebrating excellence in events, sustainability, hospitality, and innovation.
“We can’t wait to share these new initiatives with our members throughout the year ahead,” said Marais.
