Tourist Information Centres: The Cases of Athens, Cape Town & Manchester
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TIC is a vital part of the visitors experience, a major component of the Tourist Information Network & it plays a crucial role in the Destination Management Process. However, a TIC should not stand ...

TIC is a vital part of the visitors experience, a major component of the Tourist Information Network & it plays a crucial role in the Destination Management Process. However, a TIC should not stand alone. It should be part of a visitor information plan and able to reflect the aims & objectives of the destination’s visitors services strategy. Take a moment and see my slideshare presentation focusing on the role of tourist information centres in contemporary destination management and some practical examples in Athens, Cape Town and Manchester (Best Practice).

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Tourist Information Centres: The Cases of Athens, Cape Town & Manchester Presentation Transcript

  • 1. Tourist Information Centers as a vital component for providing quality visitors services. The Cases of & Manchester, UK , Cape Town, SA & Athens,GR
    ManolisPsarros
    Destination Development & Marketing Consultant
  • 2. Definition of TIC
    ‘’A tourist information center, is a physical location that provides tourist information to the visitors who tour the place or area locally’’.
  • 3. TIC is a vital part of thevisitorsexperience
  • 4. a majorcomponent of theTouristInformationNetwork
  • 5. & plays a crucial role in theDestinationManagement Process
    Stage 2: Marketing
    • Guide distribution - CRM and direct marketing - Holiday planning - Response to promotion - Joint marketing
    The Virtuous Circle of
    Destination Management
    Stage 1: Promotion
    • Information distribution – Brochure distribution - Press coverage - Advertisement campaigns - Branding
    Stage 3: Fulfilment
    • Reservations – Bookings - Tickets
    Stage 4: Experience
    • Tourist Information – Interpretation - Sale of Guide Books - Guided Tours - Signage
    Stage 5: Analysis
    • Surveys – Analysis – Planning – Preparation
  • 6. however, a TIC shouldnot stand alone. Itshouldbepart of a visitorinformation plan and abletoreflecttheaims & objectives of thedestination’svisitorsservicesstrategy.
  • 7. Visitor Information Plan
    Northern Ireland Visitor Information Plan
  • 8. Visitor Information Strategic Initiatives
    Northern Ireland Visitor Information Strategic Initiatives
  • 9. Objectives
    1. Provide quality information to visitors & Identify additional ways to distribute information in order to reach wider audiences.
  • 10. Objectives
    2. Ensure a sustained approach to offering “personal contact services”.
  • 11. Objectives
    3. Make bookings for visitors (e.g. accommodation for leisure visitors and conference delegates, travel, attraction and event tickets).
  • 12. Objectives
    4. Build strong relationships with local tourism businesses by supporting and encouraging the quality and breadth of the visitor offer in the City.
  • 13. Main Types of TICs
  • 14. Range of Services/Operations
    • Counter Service
    Excellent national, regional and local product knowledge including geography, history, literature and culture
    Information on local accommodation, attractions, shops, restaurants etc
    Local and national accommodation booking service
    Public transport information, route planning and bookings
    Admission tickets for local attractions
    Distribution of local information sheets designed to help visitors once they are in the city
    Product and customer data capture and management
    Retail outlet of books, maps, and souvenirs
    Fluency in major European languages which match the customer profile
  • 15. Range of Services/Operations
    • Contact Centre (focus on telephone, e-mail enquiries and income generation, particularly in converting and making accommodation bookings)
    • 16. Literature Distribution – printed materials (localy, nationally and internationally. Locally it is vital that local businesses and language schools are adequately stocked with the free Visitor Map and guide. Bulk distribution should be made to tour operators, group organisers, conference organisers, Other TICs throughout the country and others that bring large numbers of visitors to the city.
    • 17. Data Management (Data management involves inputting, updating and refreshing product data (e.g. on attractions, events, retail, dining and accommodation), and making sure it is published in the right places as well as capturing and inputting customer data.
  • Options for PPPs
    Options for Public-Private Partnerships include:
    • Launch a TIC inside an another store - sharing the space and if possible the staff
    • 18. Sustain Commissions for accommodation bookings & events/attractions tickets sales made for/to visitors.
    • 19. Sell Advertising Space within TICs (banners, signs etc)
    • 20. Launch a membership program
    • 21. Get commission from product sales
    • 22. Provide Official Tourist Souvenirs to other shops & get commission
    • 23. Build & Provide Joint Products with Private Operators such us City Walks, Street Events, City Cards, Sightseeing Bus Tours, Half Day Trips etc.
  • Membership Program
    Benefits to members might include:
    • Dedicated page on destination’s website
    • 24. Referrals via the TIC Contact Centre
    • 25. Inclusion on personalised customer accommodation printouts
    • 26. Inclusion in relevant publications
    • 27. Information about changing customer profiles to help in their own marketing
    • 28. Free priority racking in the VIC
    • 29. The opportunity to receive leisure and conference delegate bookings
    • 30. Frequent updates about tactical marketing campaigns and special offer bank
  • Future Challenges
    • Responding to increased user and local requirement (opening hours, range & type of services)
    • 31. Maximising Impact of your Network (Reactive Vs Preactive, Personalized Services, Engage with DMO’s marketing stategy)
    • 32. Sustain the Network (increase quality of services, apply PPPs)
    • 33. New Ways of Working (embrace digital technology – social networks, iphone & smart phones applications)
    • 34. Communicating with Visitors (recruit appropriately skilled staff which are natural communicators)
  • Tourist Information Network: The Case Of Athens
    City Centre/Integrated TIC within Book, Music & Technology Megastore
    Airport/Gateway TIC
  • 35. Tourist Information Network: The Case Of Athens
    Further Network Expansion with one Central HUB TIC + Signage System
  • 36. Tourist Information Network: The Case Of Athens
    Provide Quality Information , City Maps & Visitors Guides
  • 37. Tourist Information Network: The Case Of Athens
    Athens TV Screen + Touch Screen Connected to
    BreathtakingAthens.com
  • 38. Tourist Information Network: The Case Of Athens
    Merchandising – Official City of Athens Products - Quality Tourist Gifts & Souvenirs
  • 39. Tourist Information Network: The Case Of Manchester
    Spatial Accessibility Analysis & Observation Studies for finding the Optimum Locations
    Analyzing Proximity from Key Attractors & Transport Hubs
  • 40. Tourist Information Network: The Case Of Manchester
    Analyzing Pedestrian Flows
  • 41. Tourist Information Network: The Case Of Manchester
    Detailed Site Assessments
  • 42. Tourist Information Network: The Case Of Manchester
    Identification of Potential Satellite Information Providers
  • 43. Tourist Information Network: The Case Of Manchester
  • 44. Tourist Information Network: The Case Of Cape Town
  • 45. Tourist Information Network: The Case Of Cape Town
    The Central VIC was redesigned to:
  • 46. Tourist Information Network: The Case Of Cape Town
    The Central VIC was redesigned to:
  • 47. Tourist Information Network: The Case Of Cape Town
  • 48. Tourist Information Network: The Case Of Cape Town
  • 49. TEAM Background
    • Established in 1997, TEAM has been involved in more than 250 consultancy projects over the past 13 years, and has been active 20+ countries.
    • 50. Assignments in Australia, China, Oman, Saudi Arabia, Montserrat, Ethiopia, Seychelles, South Africa, Namibia, Estonia, Slovenia, Ireland, Italy, Portugal, Greece and Belgium and throughout the UK, at national, regional and local level
    • 51. CEO Dr Roger Carter spent 25 years working for tourism organizations – national, regional and city – within the UK
    • 52. Manolis Psarrosspecialises in destination development and marketing & strategic business planning for NTOs & DMOs. He is a member of the World Centre of Excellence for Destinations team of experts. He was previously Tourism Development Director of the City of Athens Tourism & Economic Development Company. Manolis is responsible for the development of TEAM business in Balkans & Eastern Mediterranean.
  • TEAM – Our Core Services
    Strategy, business planning, destination management planning and operations 
    Destination marketing and brand development 
    E-business, e-marketing, e-commerce and web evaluation  
    Organisational development, re-structuring and training
    Visitor services strategy and operations
    Business tourism strategy and operations
    Culture and heritage based tourism
    Sustainable tourism
    Design and management of market research
    www.team-tourism.com for more information