How I Can Help

Small Matters is about 2 core elements of business in tourism: becoming market ready in order to gain market access. I design and run workshops that help small tourism entrepreneurs & communities to grow their business sustainably. I have extensive experience of teaching tourism in a practical context, which guarantees that learning takes place and is implemented to increase spending in the destination. I do not ‘train’ and ‘disappear’. I help small entrepreneurs take action and understand how to create memorable experiences in order to increase customer satisfaction and destination reputation and to generate more sales.

What do destinations, small businesses & communities gain from the workshops?

Destinations

  • increase the service and product quality of your destination
  • attract more tourists by developing and promoting creative, participative, sustainable, responsible and eco-tourism experiences
  • establish a network of knowledgeable trainers that can secure market access for entrepreneurs
  • maximise tourism economic & social impacts

Small Tourism Businesses & Communities

  • manage your project more effectively by creating a simple and effective business plan
  • identify your USP to gain market advantage
  • sell more products and services to targeted tour operators and independent tourists
  • communicate more effectively with your clients to generate out of, and in season income
  • save time & money by learning how the tourism industry works

1 day workshop for small entrepreneurs & communities

Excursion Providers

STEP 1 – Design excursions that meet the needs of different types of tour operators and tourists
How do you create unforgettable experiences?

STEP 2 – Comply with H&S requirements expected by western operators, their local DMCs/agents, as well as tourists
What laws and regulations should you comply to and how do you minimise and control risks?

STEP 3 – Price excursions realistically and effectively
Find about margin levels, the distribution chain and how to negotiate

STEP 4 – Communicate with operators, DMCs/agents and tourists to sell excursions
What information should you provide and how should you engage to ensure you attract attention?

STEP 5 – Deliver customer service at the standard expected in western countries
Learn how to guide and tell stories to make excursions memorable and enjoyable

Accommodation Owners

STEP 1 – Outline your Executive Summary
What is your business about?

STEP 2 – Analyse your company
Who does what? What do you offer?

STEP 3 – Analyse the industry
What are the trends & how does the market look like?

STEP 4 – Analyse your customers
Who are they and what do they want?

STEP 5 – Analyse your competition
What are your strengths & weaknesses?

STEP 6 – Plan strategically
What is your marketing, distribution & revenue management strategy?

STEP 7 – Plan operations
What about customer service levels, food provision, bedroom design, housekeeping and exterior spaces management?

Listen to what businesses have to say about the 1 day workshop:

The workshops are practical and interactive, with action planning and learning activities directly designed to help improve business. All practices promoted during the workshops are rooted in responsible tourism, which is used to create competitive advantage and help businesses save money. All recommendations rely on current industry practices and expert market knowledge.

It is often very difficult for small entrepreneurs to implement changes to their business on their own – this is why I offer a follow-up mentoring service to discuss problems and find solutions, when needed.

testimonialListen to what Adele Rice has to say about the Skype coaching session

After attending the Small Matters workshop for entrepreneurs, my husband and I decided to do a package of Skype sessions with Carole. Her advice has proved invaluable; she really helped us hone our ideas and develop a unique excursion. I would highly recommend the sessions after the workshop. Carole’s knowledge of the tourism industry, wit, patience and good humour combined with weekly sessions ensured that the decisions we made were well thought out. I’m a procrastinator so it was also really useful to have a series of regular sessions because they provided regular deadlines and helped us move along more quickly. Highly recommended to anyone developing or looking to improve their excursion!

3 to 10 week tailored workshop for small entrepreneurs & communities

The length of the training varies according to your objectives. Three weeks allow me to cover all the basic theory needed to access markets (see project in Lesotho). Ten weeks gives time to set up a guiding company, develop and test tours to ensure they meet western standards (e.g. guiding style, H&S), organise a FAM trip as well as meetings with inbound operators or DMCs and to discuss website content (see project in Haiti).

haitiHaiti

IMG_8085aTwo month training workshop in Jacmel helping a group of 7 local guides set up their own private excursion business.

Together we developed a portfolio of tours involving the local communities and featuring participative and creative activities for tourists to engage in. The guides learned about the different aspects of running a private tourism business, as well as how to create unique experiences that meet the standards of western tourists and tour operators.

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Lyne Isidor
Guide at “Experience Jacmel”

Toutes les activités m’ont permis de prendre mes responsabilités à cœur. Vous m’avez complètement changé par rapport à votre connaissance et votre savoir. C’est ma première expérience de guide et je sais maintenant que je peux faire encore plus. Je dois me concentrer pour faire éclater mon potentiel.

Vous êtes gravée dans nos cœurs et dans nos esprits. MERCI=MÈSI= THANK YOU!

Evens Egalité
Guide at “Experience Jacmel”

Une formation sans rivale: I did learn a lot of new and wonderfully fun things. Thanks to Small Matters I am now able to work competently as a guide to tourists in Jacmel. Madame Favre has helped us understand how to make good decisions to please customers. She really showed how to make a difference.

The team of Experience Jacmel says “Thanks a million” to Madame Favre.

lesotho-logosLesotho

lesothoThree week training workshop commissioned by the Lesotho Tourism Development Corporation.

A group of 11 excursion operators, travel agents and guides learned about all aspects of running a private tourism business. They now understand the needs and motivations of western tourists, operators and ground handlers, know how to create unique experiences, how to identify and minimise H&S risks, to price competitively and to plan for effective distribution and social media communication with a greater awareness of western business practices.

Tumelo Hoohlo
Managing Director Globex Tourism
(IB & OB Travel)

Our thanks go beyond just a statement of recognition but giving a true reflection of our feelings in the manner of your approach, not to mention above all the comprehensive content which was an eye- opener and provided us with practical tools, which have already started applying in our independent businesses and the results are very positive.

What really stood out for me from the course is how important it is to manage the expectations of the different categories of clients, whether these are other tour operators, ground handlers or independent tourists looking for a unique experience.

I wish to thank you more ‘M’e Carole for your authentic personality, professionalism and even the continued support you’ve shown to all of us.

Khabiso Tebello Nkune
Tour Organiser
and Supplier

I attended Carole’s training for three weeks. I learned to package unique excursions that I could sell to western markets and how I could access tour operators from overseas, and especially how to price my packages. The most important for me was learning how to use social media and what kind of information I should put on my website to promote my business using unique content, videos and pictures.

The training was an eye opener because we all realised that Lesotho is not known to international markets, and that we have a lot of experiences to develop to promote and share our unique culture. So there’s a need for us to take responsibility and make our country known out there.

Since the training, I took a tour to 3 project areas that need to be promoted in Lesotho and with Khotsofalang another participant, we have organised an overnight tour on 28/11 featuring traditional food, music and dance from all over Lesotho to also showcase our new homestays.

I would to say Thank you to ‘mé Carole… I hope she comes back again.

The workshops are practical and interactive, with action planning and learning activities directly designed to help improve business. All practices promoted during the workshops are rooted in responsible tourism, which is used to create competitive advantage and help businesses save money. All recommendations rely on current industry practices and expert market knowledge.

It is often very difficult for small entrepreneurs to implement changes to their business on their own – this is why I offer a follow-up mentoring service to discuss problems and find solutions, when needed. All businesses receive 1 FREE hour mentoring following the training.

3 day "Train the Trainer" workshop

Very often, small business training is already available at the destination but it is limited to business skills development. My ‘Train the Trainer’ package gives professional trainers the tools and hands-on knowledge necessary to help small businesses link to markets in a practical and engaging style. It includes role-play to improve teaching skills, free access to my open-source manual and examples of learning material to deliver workshops to small businesses (i.e. session plan, activities, PowerPoint presentation with notes).

OBJECTIVE 1 – Demonstrate knowledge of the excursion market and the way it operates
OBJECTIVE 2 – Demonstrate knowledge of the accommodation industry and the ways it operates
OBJECTIVE 3 – Identify the best marketing and distribution strategies for small tourism businesses
OBJECTIVE 4 – Design an effective session where learning takes place
OBJECTIVE 5 – Critically analyse session following external grading, evaluation & feedback and action plan to improve delivery

Responsible Tourism strategic work in destination

2015-10-30Gozo (Malta)

The Ministry for Gozo wanted to assess the potential for tourism products development in order to generate additional income for local farmers, who are leaving the island. After a first visit to meet farmers and identify issues, I proposed to develop the label “100% Gozo” to promote experiences, hotels and restaurants which integrate local produce and arts in their supply chain. I facilitated a workshop attended by all major stakeholders to identify criteria for the label that could be applied to each activity sector.

 

 

 

estherEsther Bajada, Director at Tourism & Economic Development Directorate

“Professional, inspiring, energetic: Carole Favre was our consultant last year about matters related to rural tourism. Workshop attendees were very happy with her engaging programme and direct approach in addressing topics. Highly recommended for anyone seeking a fresh perspective on business matters.”

 

salvador-logosSalvador de Bahia (Brazil)

salvadorI carried out street interviews to quantify income from tourism trickling down to poorer and informal tourism entrepreneurs. I then contributed to drafting an action plan promoting the inclusion of poor Afrodescendant men and women in the tourism value chain, to increase linkages with other sectors and contribute to alleviating poverty and professionalise informal sector workers. This study was funded by the Interamerican Development Bank as part of the city’s strategy to grow tourism more responsibly.