The role of Visitor Centres in UNESCO Designated Sites Regional Workshop for Europe 30 September – 2 October 2018, Palermo (Italy) Thematic Session 1: Tourism sustainability and visitors’ management. “The designations employed and the presentation of material throughout this document do not imply the expression of any opinion whatsoever on the part of UNESCO concerning the legal status of any country, territory, city or area or of its authorities, or concerning the delimitation of its frontiers or boundaries. The ideas and opinions expressed in this publication are those of the authors; they are not necessarily those of UNESCO and do not commit the Organization”

1. Introduction
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
BRIEF BIO: VILMA DAUBARIENE
From July 2018 – now:
Head of Tourism, Public Institution „GO Vinius“
Coordination of Tourism Division and 3 Tourist Information Centres
2004 – 2018 positions:
Chief Project Manager: Tourism Projects, Coordination Tourist Information Centres
Project Manager: Tourism Projects and Marketing
Information Consultant: Vilnius Tourist Information Centre Customer Service
SKILLS:
Tourism, Tourism Management, Project Management, Cultural Heritage, Guides, Hospitality, Marketing,
International Relations, Press Releases, Web Analytics.
EDUCATION:
Master Degree, Humanities/Humanistic Studies/History
Lithuanian University of Educational Sciences
University of Wroclaw (Poland), History, Students Exchange Program

2. Framework - Tourism Sustainability and Visitor Management
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Objectives of Vilnius Tourist Information Centres:
To provide free tourist information for visitors and in-depth knowledge of the city and its attractions and to
represent Vilnius and its brand.
Main focus – cultural tourism
Functions of Vilnius Tourist Information Centres:
• To provide the information about places to visit, tourism services, cultural events,
• To hand-out free city maps and brochures,
• To organise excursions, tourism events,
• To offer Vilnius City Card, various tourist routes, other products relevant to tourism,
• To cooperate with local tourism authorities and businesses.
GO Vilnius structure:
• Tourism
• Marketing
• Business
• Convention Bureau
Tourism structure:
• Tourism Division
• Tourist Information Centres (3)

3. Activities - Tourism Sustainability and Visitors Management
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Key values:
• Promoting local culture and traditions, incl. UNESCO World Heritage values,
• Tolerance, friendliness, respect, help and assistance,
• Understanding the needs of visitors, professional customer services,
• Sustainability, multiculturalism, visitor friendly environment.
Main activities:
• Relevant (up-to-date) tourist information for visitors,
• Distribution of tourism publications and brochures,
• Selection and distribution of souvenirs,
• Arrangements of walking tours / other tours,
• Integration of smart technologies (touch screens, iPads for visitors),
• Creation and developing of the new tourist products,
• Analysis of different target markets by countries,
• Involving local community to the Tourism Volunteers’ project,
• Organising World Tourism Day, Lithuanian Statehood Day and other
celebrations,
• Representation of Vilnius city in the international tourism fairs.

4. Lessons learned - Tourism Sustainability and Visitors
Management
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Main achievements:
• New tourist friendly premises,
• Tourism Volunteer programm involving
more than 250 locals (pictured ),
• World Tourism Day celebration program
with more than 20 different types of activities,
• New Tourist tax in the city, excecuted together
with the City Council.
Experiences:
• Preparation for the Pope Francis visit
(22-23 of September 2018),
• Effective information campaign regarding the Tourist tax,
• Mobile stand used at the business conferences,
• Network of distribution of tourism brochures,
• Tourist oriented tourism products.

5. Potential - Tourism Sustainability and Visitors Management
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Challenges and opportunities / not fully developed capacities:
• More up-to-date information, representation of the most relevant news,
• Synergy with the main events and celebrations in the city,
• Further development of the services (sales of transport, events tickets),
• Analysis of visitors’ feedback about their needs and following it up,
• Long-term methodology of collecting statistic data,
• Collaboration with other cities in Lithuania and abroad, common activities, representation abroad.

6. Future - Tourism Sustainability and visitors management
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Planned activities:
• Special ramp for people with movement disability to enter the main centre,
• Local products/supplier information, improvement of local tour guides’ services,
• Visitors surveys on a regular basis and analysis of the city competitiveness,
• Variety of information and welcoming environment,
• Automatic visitors’ calculation system.
Not planned yet:
• Deeper diversification and supply of tourism products,
• Visitors interaction and inspiring promotion of TOP attractions in the city,
• Managing tourist flows to less popular areas, museums,
• Eco tourism initiatives and promotion of travelling to the surroundings of the city.
Issues for discussion:
Use of Tourist tax 2019 according to the 4 categories: tourism infrastructure, city marketing, conferences -
business tourism and development of new direct flights to the city.

7. Contacts
The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)The role of Visitor Centres in UNESCO Designated Sites – Regional Workshop fo Europe – 30 September – 2 October 2018 Palermo (Italy)
Thank you for your attention,
Website: www.govilnius.lt
Facebook: https://www.facebook.com/govilnius.lt/
Instagram: https://www.instagram.com/govilnius/
Vilnius Tourist Information Centres:
Pilies st. 2 (Main Office),
Didzioji st. 31 (Town Hall),
Rodunios kelias 2 (Airport Arrival Hall)
Open daily 9:00-18:00
Tel. +370 5 262 9660
E-mail tic@vilnius.lt
www.vilnius-tourism.lt/en
www.vilnius-events.lt/en