Tag Archives: Baxter Theatre

Cape Town Tourism Marketing presentation: nothing brand new, collection of clichés!

Last week Cape Town Tourism hosted a series of four workshops on “A Strategic Plan for Cape Town Tourism and Destination Brand for Cape Town”, invitations having been sent to Cape Town Tourism members.  The presentation was wishy-washy, and most certainly did not meet the promise of a “Strategic Plan”.  I left the two-hour presentation concerned, and convinced that Cape Town Tourism does not have a clue about Marketing, despite the appointment of an Australian consultant!

What was not previously declared by Cape Town Tourism was that it has appointed Ian Macfarlane of Strategetic Consultants in Sydney, who has worked with the organisation for six weeks already.  One wonders why a consultant had to be appointed at all, if Cape Town Tourism is the City of Cape Town appointed marketing agency of ‘Brand Cape Town’, and had Lianne Burton as its consultant Marketing Manager (we have previously questioned her Marketing capability, being a journalist),  and why a consultant from Australia has been appointed on a five month contract, and at which cost!  Macfarlane was introduced as the ex-Marketing Manager for Tourism New Zealand,  which developed the ‘100% Pure New Zealand’ advertising campaign more than ten years ago, CEO of the Gold Coast Tourism Bureau in Australia, and Marketing Director of Tourism Australia, which launched the controversial campaign ‘Where the bloody hell are you?’, when tourism dipped after the Olympics.  This campaign cost $180 million, and was deemed a failure and withdrawn, being banned in the UK for the use of the word ‘bloody’, and tourism numbers dropped rather than increased, according to Wikipedia!  Macfarlane is an ex-Capetonian, who was once MD of Young & Rubicam Cape Town, and left the country about 18 years ago.  Surprisingly for a marketing consultant, it was hard to find information about him on Google!  

Instead of the presentation by Macfarlane on ‘the strategic plan proposed for Cape Town Tourism’ (the plan should be for ‘Cape Town’ as a brand anyway, and not for the organisation!), as indicated in the invitation Cape Town Tourism members were sent, Macfarlane entertained us with a humorous take on the global tourism scenario.  He said that the United Nations World Tourism Organisation (UNWTO) reflects an increase in tourism, but that this is not the case, as the body is counting cross-border Asian travel, something SA Tourism has been blamed of as well, in counting shopping visits from neighbouring South African countries.  He spoke about cities winning tourism awards, which is nice for them, but that these do not translate into bookings, as we have seen with the recent TripAdvisor top destination award.  He candidly said that he hasn’t a clue about the future, and that no one knows for sure!  “Times are tough, and friends are few”, he said!  He said that tourism will be successful if many little things are done a little better, rather than doing one big thing.  These were hardly the quips we were wanting to hear about a serious topic, being our livelihood!  He talked about ‘conspicuous consumption’, having led to over-extended consumers, and that a new post-materialism era had begun. This means that consumers are looking for better value, are cutting back on their expenditure, and have become more conservative in spending their money. ‘Urbanisation tourism’ is a trend too, Macfarlane said, in that tourists like to experience the music, museums, art, and entertainment in cities. Bush holidays are on their way out, he added.  He told us that South Africa is not competing that well in a tourism context.  He reiterated that the only visuals one sees of South Africa, in SA Tourism marketing campaigns, is the Big 5, which means that these campaigns miss 70 % of the world’s travellers visiting cities.  While many expected South Africa to fail during the World Cup, it was a success he said, and left an overriding impression of its great cities in which the soccer matches took place.   The marketing of our cities has not been carried through, and now SA Tourism is pushing wildlife tourism again, he said sarcastically!  Wildlife is not unique to South Africa, shared with other African countries, thus not giving our country a unique positioning.

Macfarlane shared with us ‘learnings from the rest of the world’:

*   Visitors are the most important element of tourism, not the suppliers of tourism services.  Visitors are changing all the time.

*  There are no ‘silver bullets’ to fix tourism. A portfolio of events is needed, not one big one.  He sarcastically wished us good luck in hosting the proposed Grand Prix, saying that it had led to a financial loss for Melbourne, and had not grown tourism to the city.

*  If there is no demand, there are no sales, which means that one must get into the mindset of the traveller. 

*  Communication must be on travellers’ terms, meaning that Cape Town should not be packaged aspirationally, ‘badge value’ no longer being important to tourists.

*  There is no correlation between the exchange rate and tourism arrivals, a contentious claim!

*   ‘Destinations don’t sell themselves.  They need a USP (unique selling proposition), representing the sense of the city, touching different people at different times’. 

*   The ‘mindful consumer’ is tougher, looking for value, wanting to see and do more at no or little cost.  He/she wants to expend energy, cycling being popular, and wanting actively engaging experiences, in contrast to ‘restorative’ ones.

None of the above was a ‘strategic plan’, and was more of a consultant-speak overview of the world!

When Cape Town Tourism CEO Mariette du Toit-Helmbold introduced the session at the Baxter Theatre, I was concerned when the word ‘Marketing’ was not mentioned at all.  Contrary to the invitation to hear the presentation of a ‘strategic plan for Cape Town’, Mrs Helmbold talked about an ‘intervention strategy’  that was to be an open-forum discussion, to which they wanted input.  It was not clear what Mrs Helmbold was addressing when she took over from Macfarlane.  Much of what she had said at the Brand Cape Town presentation was re-packaged, but with some changes.  For example, the upturn Mrs Helmbold had predicted for 2014 just two months ago is no longer on the table, saying that we will never recover to 2008 levels.   She urged us to become ‘scouters of change’.  Consumers are depressed.  She said it would be suicide if we looked for new markets, such as business tourism and the domestic market, and neglected the 80 % of tourists coming from our traditional European (Germany, Netherlands, France and Italy), UK, and USA markets, contradicting what she had said at the ‘Brand Cape Town’ presentations.  The marketing message for Cape Town must be changed to be relevant to more people.  Most people in the world are in ‘survival mode’, and not thinking of travelling.  “We must speak to people in their mindset, so that they put us on their bucket list”!  In the past 24 months, 118 tourism businesses closed in Cape Town.  No job creation is occurring in tourism, given the reduced tourism growth since 2008.  We are over-reliant on the traditional long-haul market, and should attract more locals, but the international tourism spend is far more lucrative.  The domestic market is the toughest ‘nut to crack’, as it comes with such established preconceptions about a city like Cape Town, e.g. it rains all the time, it is so expensive, it is so ‘racist’, it is so clicky, and it is so far away!  For the domestic market these are realities.  This market should be attracted to Cape Town for short city breaks.

Further highlights mentioned by Mrs Helmbold reflecting marketing activities included:

*  Cape Town should package tourism around events already hosted rather than creating new events. 

*  airfares to the country are high, and discussions are taking place to address this. Increased demand is needed for airfares to drop.

*   Cape Town has some of the world’s best 5-star hotels, but also good value for money B&B’s and guest houses

*    the knowledge for Cape Town must increase, and change.  Here Mrs Helmbold  went down the ‘Brand Cape Town’ workshop presentation route, justifying a broader positioning for the city in being a centre of academia, business and creativity.

The only element of a ‘Strategic Plan’ I picked up was its Vision: “to make Cape Town a ‘must visit’ city”!  This means that visitors must be encouraged to come now and spend more.  Very briefly, some marketing activities were mentioned, too specific to be a ‘Strategic Plan’, including:

*  promotions of the city, with showcases on Discovery (interestingly, the Tourism New Zealand campaign also focused strongly on the Discovery channel) and National Geographic channels, a joint project with the tourism offices of Durban and Johannesburg, as well as of SA Tourism.  Within these programs, city-specific ads and promotional programs will be placed.

*   packaging food and wine events under one umbrella, to establish Cape Town as the Gourmet Capital of Africa (the city cannot lay claim to this, as this accolade belongs to Stellenbosch)

*   tourists must go beyond the usual city tourist attractions, and should be involved in the history of the city, in experiencing the story of freedom in a creative way, and incorporating the Fan Walk.

*   proactive PR

*   do more direct marketing with the consumer via the Cape Town Tourism website, with real-time bookability

*   ‘community-building’ on-line via social media

*  appointment of an ad agency this week, to create a brand campaign, to be launched at the Cape Town Tourism AGM om 17 October.

*   local content about Cape Town is to be created and distributed via the Cape Town Film Commission

*  reviewing and probably reducing the number and location of the Cape Town visitor centres, eighteen being too many.

*   A Brand Ambassador campaign, using Cape Town residents as communication icons, including Archbishop Desmond Tutu, Olympic swimmer Natalie du Toit, and SABC3 Expresso Show and Kfm presenter Liezl van der Westhuizen.  The day after the presentation, the Cape Argus headline screamed “Tutu: tax wealthy whites”, hardly the brand ambassador needed for Cape Town! 

*  inviting visitors to Cape Town to attend blog club meetings

*  targeting the ‘young black market’

‘Cape Town’ is a brand that is 361 years old, and is a ‘city of villages’.  It still has a very generic image, and stands for a ‘cloud of things’.  The cloud must give the tourist enough reason to come to Cape Town, concluded Mrs Helmbold. 

It was clear to me that there is no exact ‘strategic plan’, let alone a Marketing Plan for Cape Town, which is what we were expecting!  It was a collection of clichés!  A discussion arose around my question about the proposed positioning of ‘Inspiration’, which Mrs Helmbold harps on about for Cape Town, despite it already having been used for Edinburgh and Korea, and even by Pick ‘n Pay!  Mrs Helmbold’s response, saying that it is hard to find something unique to say for Cape Town, and that Cape Town would be packaged ‘as a basket of unique propositions’, despite the appointment of an international consultant, made me realise that she has no understanding of Marketing!  Scary, when one considers that the City of Cape Town has entrusted R30 million of our ratepayers’ monies to Cape Town Tourism to market our city in the next twelve months, with a new Marketing Manager, coming from an advertising agency, and who is only starting at Cape Town Tourism in September!  Oddly, no summary of the ‘strategic plan’ has been sent to Cape Town Tourism members who could not attend the presentations, nor to its media list.

The report about the ‘strategic plan’ by the Cape Argus, with a headline “Cape Town to launch global drive for tourism”, appeared exaggerated relative to the information we heard in the presentation.  The report states that the plan presented by the tourism body was a response to a report by the newspaper about the city’s tourism industry being in crisis, but we challenge this, in that work on the plan commenced seven months ago, coming from the ‘Brand Cape Town’ workshops!

POSTSCRIPT 15/8: A lengthy report about the ‘Strategic Plan’ was sent to Cape Town Tourism members after our blogpost was published this morning!

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage

Restaurant closures sign of tough times in the Cape! Yet new ones opening!

It would appear as if the world-wide recession has only hit South Africa, and the Cape in particular, now and with a severe bang.  There is almost daily news of restaurant closures, three alone in the past three days, sad given how much the restaurants have invested in building a brand name and a regular following for their businesses.

The more than 100 restaurants in Cape Town and in the Winelands that are offering such generous Winter specials must be commended, and we will do our best to make their specials known to as many persons as possible.  We encourage our readers to do the same, to prevent any further closures.

We have created a new blogpost, with the restaurants opening and closing, and chefs moving, since spring 2011.

The following restaurants have closed down in the past few months, and these may not be the only ones as the winter takes its toll:

*   Jardine’s Restaurant has closed on Bree Str

*   Liquorice and Lime has closed down on St George’s Mall

*   Cheyne has closed on Bree Street

*   The Kitchen Bar in the Quarters’ Hotel in Hermanus has closed

*   The Bistro in Franschhoek has closed down

*   The Sandbar in Camps Bay has closed down

*   The Blonde building is up for sale, and does not appear to be re-opening in August, as was announced by The Caviar Group, owners of Blonde

*   The Green Dolphin Jazz Club in the V & A Waterfront has closed down

*   Mezzaluna in Loop Street has closed down

*   Eat Out Top 10 Restaurant judge Pete Goffe-Wood’s Wild Woods Restaurant has closed down.

*   Restaurant Christophe closed down in Stellenbosch on 25 June. Eat Out Top 20 Chef Christophe Dehosse will be back at Joostenberg from August.

*   Nando’s in Camps Bay has closed down

*   Haute Cabriere, under the chefmanship of Matthew Gordon, closed on 7 June at the wine tasting venue with the same name in Franschhoek.  See below for re-opening.

*   Karma closed down in Camps Bay

*   Hermanos in Hermanus has closed down

*   Fizz Affair Champagne and Wine Bar has closed down in Franschhoek

*   Doppio Zero in Green Point has closed down

*   Nzolo Brand Café has closed down in Church Street

*  L’Aperitivo has closed down.  See below for Valora.

*   On Broadway’s in-house restaurant has closed down.  Re-opened as Roberto’s on 7 July – see below.

*   Doppio Zero Claremont has closed down

*   Brio 1893 is closing down on 12 August

*   Chenin has closed in the old Cape Quarter

*   Cafe Max has closed down in De Waterkant

*   Bella Lucia has closed down in Wynberg

*   Iconic restaurant Linger Longer has closed down in Johannesburg after the death of chef Walter Ulz, 2010 Eat Out Lannice Snyman Lifetime Achievement Award recipient.

*   Postocini Express has closed on Greenmarket Square

*   De Huguenot Restaurant, only having open for six months, closes at the end of October.  The Harry Q bar will continue operating, serving breakfast, lunch and dinner.  The De Huguenot Estate will concentrate on weddings and events.

*   Wildflour has closed down on Regent Road in Sea Point.

*  The Olive Shack in Franschhoek has closed its restaurant operation, and will only operate as a shop selling olive-related products.

*   221 Waterfront has closed down in the V&A Waterfront

*   What’s On Eatery in Watson Street has closed down

But all is not doom and gloom, and the restaurateurs that are opening restaurants in these difficult times must be congratulated and wished well.  These restaurants opened their doors this year :

*   Etienne Bonthuys (ex-Tokara) has opened his long-awaited restaurant on Dorp Street, Stellenbosch, called Casparus, in partnership with artist Strijdom van der Merwe (left).

*   DISH has opened at Inn on the Square, Greenmarket Square

*   The Olive Shack at Allora in Franschhoek has opened as a deli, doing olive oil tastings, and serving Breakfast, Greek lunches and picnics

*   Tables restaurant has opened at Nitida wine estate in Durbanville

*   Mozzarella Bar has opened on Kloof Street, Gardens

*   Café Benedict has opened on the main road in Franschhoek.

*   Trinity has opened as a ‘super club’ in Bennett Street in Green Point

*   Il Cappero Italian Restaurant* has opened in Barrack Street

*   Caffé Milano* has opened on Kloof Street, Gardens

*   The Stone Kitchen has opened at Dunstone Winery in Wellington

*  The Franschhoek Food Emporium has open in Place Vendome, and is owned by legendary Topsi Venter’s daughter Danielle

*   What’s On Eatery* has opened in Watson Street, between Loop and Bree Street

*   Haas Coffee Collective has opened on Rose Street in Bo-Kaap

*   Crunch:The Pastry Shop coffee shop and bakery has opened in Paarl, owned by Gerard van Staden, previously chef at Le Franschhoek Hotel

*   Dear Me Brasserie and Tjing Tjing Bar has opened on Longmarket Street (right).

*   Act Restaurant and Play Bar have opened at the Baxter Theatre

*   Le Coq has opened in Franschhoek

*   Dash has opened in the Queen Victoria Hotel in the Waterfront

*   Café Dijon has opened another branch at Zorgvliet wine estate

*   Harbour House has opened a branch in the V & A Waterfront, where Fisherman’s Choice was

*   KOS Coffee & Cuisine has opened in The Regency on Regent Road in Sea Point

*   Café Extrablatt has opened where shu used to be, in Green Point

*   Skinny Legs & All has opened on Loop Street

*   Leopard’s Leap will open its picnic facility, tasting room and cookery school outside Franschhoek in November/December

*   De Huguenot Estate has opened The Marianne, Harry Q Bar and Fraiche, with ex-Hunter’s Country Lodge chef Tanya Kruger in the kitchen. (The De Huguenot restaurant closes at the end of October – see in closures above, and Fraiche Deli will no longer open).

*   Cicciobella Pizzeria has opened in Hout Bay

*   Takumi has opened, with Chef Papa San the Sushi Master

*   Sunbird Bistro has opened in the ex-Sandbar space on Victoria Road in Camps Bay, with Lana Doyle as chef and Pamela Trevelyan as Manager. Smart blue/white interior. Serve breakfast, lunch, dinner, cocktails and tapas.

*   The Grand Camps Bay will be operated by the ex-Sandbar for Breakfast and lunch.  The Grand takes over from 4 pm.

*   Mezepoli from Johannesburg is opening in the Nando’s space in Camps Bay on 20 October

*   Saboroso has opened in Bakoven, where Marika’s used to operate

*   Café Le Chocolatier has opened a chocolate manufacturing and demo outlet Le Chocolatier Factory, next to its restaurant, in Franschhoek, utilising Lindt equipment and chocolate

*   Haute Cabriere Cellar Restaurant has re-opened, with new chef Ryan Shell.

*   Cavallo restaurant is said to open on the stud farm on R44, between Stellenbosch and Somerset West, in 2012 or 2013

*   Roberto’s has opened underneath On Broadway, owned by Chef Roberto de Carvalho, ex-chef at the Twelve Apostles Hotel and the One & Only Cape Town

*   Luigi’s is opening in Paarl where Ciao Bella used to be

*   Our Place is opening in Durbanville where Avocado used to be

*   Friends Café has opened at 44 Belvedere Street, Claremont. Tel (021) 674-5510

*   Valora has opened where L’Aperitivo was, on Loop Street

*   Rococoa has opened in The Palms Decor and Lifestyle Centre in Woodstock

*   Luke Dale-Roberts (The Test Kitchen) is opening another restaurant in Wynberg, said to be where Bella Lucia is – this report, initially announced on the Spill blog, has been denied by Luke Dale-Roberts

*   Reuben’s is opening another Franschhoek branch off the main road, and will run it concurrently until its main road branch lease expires next year.

*   Toro has opened in the old Cape Quarter, near the back entrance of Andiamo, as a Wine/Aperitivo Bar, with an ex-Overture chef

*   Goloso Italian Deli and Wine Bar has opened on Regent Road in Sea Point, next door to Wildflour.

*   Franschhoek Famous Pancake House, with owner Gideon, has opened as a take-away pancake outlet, in Mont View Centre, next to the gym, in Fabriek Street, Franschhoek.

*   Cafeteria has opened in De Waterkant, initially selling wraps, sandwiches, coffee, and beautiful pastries, cakes and macaroons by Martin Senekal as take-aways, and planning to expand into a sit-down coffee shop in October.

*   A late night dinner and dance restaurant will open in the ex-Brio space in October, with a chef from St Tropez, and a DJ from Cannes

*   LM Grills has opened in Onrus, outside Hermanus, previous owners of restaurants with same name in Johannesburg and Mocambique

*   Chez Chez has opened as an Espresso and Cheesecake Bar (serving 13 different cheesecakes), 3 De Lorentz Street, Tamboerskloof.

*   Bistro on Rose has opened at 35 Rose Street

*   The Slug & Lettuce has opened on Long Street

*   Rhapsody’s franchise restaurant, mainly in Pretoria, is to open next door to Café Extrablatt in Green Point, where Doppio Zero used to be

*   Wale Rose Lifestyle has opened in Bo-Kaap, on the corner of Wale and Rose Street, serving Cape Malay as well as ‘cosmopolitan food’.

*   Andy Fenner (JamieWho?) and friends are opening Frankie Fenner Meat Merchants on Kloof Street, opposite McDonald’s, in December

* The Kitchen at Maison opens on Maison wine estate in Franschhoek on 16 November, with Chef Arno Janse van Rensburg (ex-Ginja, ex-Myoga), and Manager Julian Smith (ex-Grande Provence, ex-Waterkloof, ex-Pierneef a La Motte)

*   McDonald’s is opening a ‘concept store’ in the V&A Waterfront, where 221 Waterfront used to be

*   Batho’s Place African Restaurant has opened in the township in Franschhoek.  082 090 8660

*   Liam Tomlim’s Cookery School opens at Leopard’s Leap at the end of November, next door to La Motte in Franschhoek, also serving picnics.

*   F.east Indian Restaurant has opened corner Long and Bloem Streets, in Cape Town

Restaurant changes:

*   Chef Jacques de Jager, has left Salt Restaurant, after about 18 months

*   Restaurant Manager Darren Morgan has left Dash Restaurant, and is now at the One&Only Cape Town

*   Food & Beverage Manager of Dock House, Queen Victoria Hotel and V&A Hotel, Alton van Biljon, has left

*   Chef Lucas Carstens has left Reuben’s at One&Only Cape Town, and joined Cuvée Restaurant, at Simonsig wine estate

*   Blues in Camps Bay is reducing the size of its restaurant, and re-opens as Blues Beach House on 14 October

*   Chef Leigh Trout has left Mange Tout at the Mont Rochelle Hotel, and has bought Bird Café and Gourmet Eatery on Bree Street, with Kevin Mink.  They re-opened on 1 September with an amended interior and a new menu.

*  Ex-Hermanos chef/owner Wayne Spencer is now at Burgundy in Hermanus

*   Carl Habel, Sommelier of The Mount Nelson Hotel, has been appointed Restaurant Manager of Planet Restaurant too

*   Peaches and Cream on the Main Road in Paarl has been taken over by Anica Bester

*   Mediterrea in Hermanus has changed its name to Grilleri

*   Patron Chef Stefan Louw has taken over the running of Heaven on Newton Johnson wine estate in the Hemel en Aarde wine valley.

*   The Black Pearl is the new name of the Tapas, Restaurant and Cocktail Bar, with new owners, of the ex-Seven Sins on Kloof Street.

*   Chef Oliver Cattermole has left Dash restaurant at the Queen Victoria Hotel, and joined What’s On Eatery on 1 October.

*   Cocoa Oola has opened on Kloof Street, where Oishii used to be

*   Chef Anri Diener has left Majeka House, and Chef Tanja Kruger from De Huguenot Restaurant takes over her position

*  Chef Daniel Botha has left Le Franschhoek Hotel, and starts at Salt Restaurant on 1 November

*  Chef Oliver Cattermole, previously with Dash and What’s On Eatery, has started as Executive Chef at Le Franschhoek Hotel on 7 November.

*   Chef Matthew Gordon in Franschhoek is opening a new restaurant in Paarl

*   Dieu Donné in Franschhoek has leased its restaurant to Martin and Marco from Durban, and they have renamed it La Rocca. Chef Jo van Staden has returned to Durban with her husband, Chef Gerard van Staden, who has returned to the Beverley Hills Hotel.

*   Chef Chris Smit of Café BonBon has resigned

*   Chef Christo Pretorius, previously of De Huguenot, has started at 1800 Restaurant at the Cape Royale Luxury Hotel

*   Sommelier Neil Grant of Rust en Vrede has resigned, leaves at the end of November, and is said to open a new restaurant in the Old Biscuit Mill

The following restaurants are taking a winter break:

*   La Colombe: 30 May – 20 June

*   River Café:   10 – 30 August

*   Constantia Uitsig:   4 – 26 July

*   The Grand Café Camps Bay:   June and July

*   Pure Restaurant: 1 – 31 July

*   Terroir: 1 – 11 July

*   Grande Provence:   18 – 31 July

*   Pierneef à La Motte:  15 June – 15 July

*   French Connection: 30 May – 20 June

*   Freedom Hill: July and August

*   Overture: July

*   Waterkloof: 27 June – 20 July

*   French Toast Wine & Tapas Bar 18 – 24 July

*   Tasting Room and Common Room at Le Quartier Francais closed until 31 July

*   The Olive Shack at Allora in Franschhoek is closed until the end of September

*   Tokara Restaurant: closed 8 – 22 August

*   Blues in Camps Bay is closing for a month from 22 August – 2 October, for renovations to reduce the size of the restaurant

*   Allée Bleue will not be serving lunch on Mondays and Tuesdays during September.

*   The Kove in Camps Bay is closed until mid-September for renovations

*   Laborie Restaurant in Paarl is closed for renovations until end October.

POSTSCRIPT 28/7: Pete Goffe-Wood, ex-owner of Wild Woods in Hout Bay, has written a frank article on Food24 about why he recently closed his restaurant. He blames Capetonians for not supporting restaurants in winter months, which means that they have to cover costs out of savings created in summer, to keep the business afloat in winter (this is a general Cape winter scenario for all businesses in the tourism industry – if one does not know about this, one should not be in the business in the first place!).  He writes that Johannesburg restaurants do not suffer this seasonality.  The recent 2-week summery spell proved what an important role the weather plays – business was booming for restaurants and accommodation as Capetonians left their homes, went out, and spent money, a welcome cash injection in these difficult times.  The Bastille Festival in Franschhoek had record attendance during this period.

Restaurant Specials cause cost undercutting, which attracts business and provides cashflow, but does not help the industry, he writes. If specials weren’t offered, one probably would have seen a far greater number of restaurants closing down. They are hugely popular, and on this blog the Restaurant Specials listings are the most popular of all blogposts.  He also blames restaurant owners, often chefs, for being too ’emotional’ about their businesses, and for not seeing the signs of tough times early enough, which may call for closing one’s restaurant.  Clearly opening any business at the moment is high risk, and for a hospitality business the risk is even higher.   Goffe-Wood also lashes out at the recent Weekend Argus article about Restaurant Closures, using names from this blogpost.  As much as he blames journalist Helen Bamford for getting her facts wrong, he does too, in calling her Linda!  Describing a non-renewal of a restaurant lease as not being a restaurant closure or failure is very debatable – if things were going well, leases would have been renewed, especially for a restaurant like Haute Cabriere, where Chef Matthew Gordon had operated for 16 years!

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage

Restaurant Review: Act Restaurant at Baxter does not have its act together yet!

It was a surprise earlier this week to discover that the buffet-style dinners at the Baxter Theatre have been discontinued, to be replaced with a fine-dining style restaurant called Act, and owned by The Forum, a catering company from Johannesburg, I was told.  I went twice this week, preceding the Beethoven Piano Concerto Festival performances.

On my first visit only six tables were available for service, those deeper in the restaurant not laid as there were construction workers working on the bathrooms.  Luckily they did so without one hearing them.  One must pre-book a table, and I did so for the second concert.  The manager found a small table for me for the first (unbooked) dinner.  The second evening was almost fully booked when I arrived, and my booked table could not be found.  I was taken deep into the restaurant, not as attractive looking as the entrance section.   A table was found for me there.   The tables have a yellow table cloth and serviette, a vase with a pink dahlia (an old-fashioned flower type not often seen, yet so pretty), a little candle, and  small containers with coarse salt and ground black pepper, one with a spoon, and the other without.  The modern cutlery is by Fortis Hotelware, and beautifully new and shiny.  The glassware is of an excellent quality.  This is where the quality ends.

With so many more tables to serve on my second visit, the service was even worse than it was on my first visit.   I quickly saw that one should only order one item from the menu to have any chance of seeing one’s show on time, even if one arrives an hour or longer before the start of a concert or show.  The service is inconsistent – on the first visit I received a basket with bread presented in a serviette, but not on my second visit. The menu is in a good quality leather holder, and easy to read.  Surprising was that the winelist was not offered on both occasions, and that I had to ask for it.

To try out the restaurant on the first visit, and due to less time available, I only ordered a green pea, spinach and watercress soup, sprinkled with bits of feta (R36).  This symphony in green was nice and thick, filling, the feta was a good marriage with the mix of three greens, and offered good value.  On my second visit I ordered organic trout on potato rosti, with vodka cream cheese, black caviar and chives (R72) – the dish sounded promising, and looked beautiful, and there were two slices of trout, in between two slices of very thin rosti, sprinkled with a little caviar.  The rest of the dish I struggled with, not tasting the chives, nor the vodka in the cream cheese.  The rosti was very dry, and the cream cheese was just a drizzle, not adding enough moisture to the rosti to make it pleasant to eat.  I felt it to be overpromised and overcharged for what one gets.  The port and peppercorn chicken liver paté (R48) was more successful, served with bruschetta, yet I could not detect the peppercorns nor the port in the taste nor the texture!  This order caused a service let-down.  When I explained that I wanted to take the paté home with me, due to a time shortage, the supervisor said they do not do take-aways. I asked him to bring me the starter, wanting to photograph it anyway, and then I would ask for a doggy bag.  I was surprised when I received the take-away container with the paté, and had to request that they plate it for the photograph, and then put it back in the container! Other starters include beetroot and apple soup (R32) and mussel pot (R55).  Main courses range from R65 for “fish and fat chips” to R145 for loin of lamb wrapped in potato rosti.  One can also order fillet; lamb shank; spinach and feta cannelloni; Thai green calamari; and chicken stuffed with truffled mushroom and Gruyere cheese.  Desserts cost around R45, and include Amarula crème brûlée, yoghurt Amaretto panna cotta, twice baked goats’ cheese and red wine pear soufflé, and chocolate fudge torte.

The serving of the two starters took an hour, but I did manage to get a weak cappuccino (R13) organised from my waitress.  Her initial response was to point upstairs, meaning that I should get it in the upstairs bar.  I asked her to oblige, which she did!  Payment by credit card was done at the table, but took time to organise. The bill was presented with a “commenting” card, the waitress asking me to provide my feedback.  I have not received a response from the restaurant to my feedback.  One of the biggest service issues is that the entrance to the restaurant, leading from the steps down to the theatre entrances, is not manned by any staff, to deal with new ‘arrivals’, mainly being Baxter ticket holders who are inquisitive about the new restaurant, distracting the staff from serving the guests who are eating there.

As an alternative, one can go upstairs to the Play Bar, have a drink and order tapas, which come from the same kitchen, probably causing some of the service issues experienced.  The tapas menu is a tiny laminated list consisting of five options: olive plate, mezze, chicken and mushroom, savouries, and cheese, ranging from R46 – R68 for two persons.   By day the Play Bar is a coffee bar, serving sandwiches and other light meals, on Mondays to Fridays, until 17h00.

The winelist is a tiny unlaminated piece of paper, almost looking like an after-thought, and its selection of four white and three red wines is far too small to match the ‘fine-dining’-style of the restaurant, and its typing errors are unforgivable.  White wines offered are Pecan Stream (R85), Remhoogte Chenin Blanc (R20/R88), Villiera Sauvignon Blanc (R25/R90) and Steenberg Sauvignon Blanc (R140).   The Beyerskloof Pinotage was unprofessionally crossed off the red wine list, leaving only a Remhoogte Aigle Noir (R20/R90) and a “Roupert & Rothchilds” (ouch, with a double typo!) Classique (R150).

Act needs a lot of hard work to improve its act, its service performance being unsatisfactory – all the staff are understandably new, but unforgivabley untrained.  The manager seemed nice, but was running in and out of the kitchen with dishes, not managing what was going on in the restaurant on both evenings.  The design of the restaurant, being a long ‘rectangular’ shaped open space, seperated by the bar in part, means that staff at the back end of the restaurant have no idea of what is happening in the front section.  Act is not cheap, and the time limit one has before the show is likely to cause service issues for its customers.  Ideally one should phone through one’s order when making the booking, especially if one is planning to order more than one course!  I am not sure if such a service exists.

POSTSCRIPT 11/4/11: I was impressed to receive the following e-mail from Glynis Hyslop, MD of The Forum, today: “Thank you for taking the time to review our new, as yet unopened restaurant. Based as I am in Johannesburg I am delighted to have a Mystery shopper who delivers such comprehensive reports! In particular thank you for your comments on the quality of the table appointments. As you correctly point out, the kitchen services both the restaurant and the tapas bar upstairs which can be difficult if both are busy. To mitigate this you will have noticed the extensive open cooking area within the restaurant. Unfortunately until this weekend this was not in use.  During our renovations we discovered that the previous restaurant’s gas installations were both illegal and leaking.  As I am sure you are aware the current regulations call for submission of plans to council and approval before new gas points are installed.   On Friday morning we received permission from the Baxter   for a further temporary installation of   gas to the front kitchen whilst we wait for council approval.  Even though this is a soft opening it has been very difficult to operate, with only 1/3 of the kitchen, but we hope to be fully operational as soon as this approval is forthcoming. We have noted the comments on the food and have changed the rosti, they will be future be made thicker which will hopefully ensure that they are not dry. Thank you for the comments re the service.   This is an issue that we are working on. I am however very perturbed to find that your comment card has not made its way to either the Exec chef, the manager of the restaurants division, or myself. The forum is committed to world class food and service and you clearly experienced neither.  I would be delighted if you could let me know when you will next be at the Baxter so that I can organize a complimentary meal for you to experience the forum as it should be.  I would also be delighted   if you could attend the opening on Thursday evening the 14th. We will be forwarding you an invitation tomorrow.”

POSTSCRIPT 12/4/11: Kim Roberts, the GM of the Restaurant Division of The Forum, has written today: “I am aware that our MD has been in contact with on receiving the review you gave our soon to be opened new restaurant at the Baxter Theatre Centre, feedback is always greatly appreciated as it keeps us on our toes and ensures that we are continually working to achieve on the goals we set out.  Attached is your comment card and am in agreement with regards to the service issues not being to standard.  We are currently training staff daily to ensure better communication from our staff to our patrons.  We run a custom touch points program for all our service staff and believe once they have completed this that service levels will be where they are.  I know that you are aware that we have had limited gas supply and with the front kitchen being incomplete, the espresso machine only going in there  last Friday and staff running up and down service stairs to get a patrons coffee order has certainly compounded our service delivery.  The theatre going crowd is time poor with show starting times, but wanting a nibble, meal or a beverage before a show, we made a call to serve under not so perfect circumstances while building construction was going on,  will so I do hope you will return in a more settled time.  I am on route to Cape Town today for the re-opening of the Baxter Hospitality facilities on Thursday and am looking forward to meeting you then.  In the interim, I am now following you on twitter to see what else you are up to! “

POSTSCRIPT 14/4/11: My colleague and I attended the official opening by David Kramer of Act Restaurant and Play Bar.  I met both Kim Roberts and Glynis Hyslop from The Forum.  A proper winelist has now been compiled, I was told.

POSTSCRIPT 4/4/12: The Cape Times reported yesterday that the ACT restaurant and PLAY bar vacated the Baxter Theatre overnight last weekend, not having paid their rent for three months.  It was predictable that the restaurant and bar would not survive, their service being so exceptionally poor!

Act Restaurant, Baxter Theatre, Main Road, Rondebosch.  Tel (021) 685-3888.  www.theforum.co.za (The website has only a short reference to Act restaurant and Play Bar, and shows photographs of the renovations, as well as sketches of the new interior design. The site refers to its ‘gourmet a la carte menu’, but none is provided. The Forum positions itself boldly as follows: “The Forum company team is dedicated to delivering world-class services”!   The website also refers to Act’s ‘extensive winelist’.   I did not see any of this at Act restaurant this week).  The Forum has other projects in Johannesburg, and a second project is underway in Cape Town, but the staff could not tell me where it is.  Monday – Saturday evenings.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage