This document contains guidance for developing and updating local knowledge to provide accurate information to visitors. It discusses maintaining contact with local communities to stay informed, providing comprehensive responses to visitor queries, using local knowledge to promote tourism products and services, making customers aware of extras and add-ons, and reporting queries to designated staff for follow-up purposes. The document emphasizes being proactive, honest, and timely in sharing local information to enhance the visitor experience.
Stretching your Destination Marketing Dollars with InfluencersCooperatize
Here's the deck from the event we hosted a couple weeks ago! Hear some of the panelists' responses to these questions here: http://blog.cooperatize.com/destination-marketing-travel-influencers. Stayed tuned for more tidbits and future events!
Creating Meaningful Community Participation & Small Business Collaboration through Preservation Partnerships in Education Events.
NKY Restoration was formed as an unincorporated association and collaboration of individuals who represent businesses, artisans, craftsman, non-profit organizations, cities and the local Historic Preservation offices in Northern Kentucky and the Urban Cincinnati region. Through our collaborative efforts between neighboring cities, local small businesses, and local non-profits we have annually been able to successfully educate the public about historic preservation and healthy Do it Yourself practices. In doing so we are successful at promoting local vendors, craftsman and small business growth in the host and surrounding communities by connecting homeowners with local thought leaders, contractors and local craftsman with the appropriate CLG offices. Our partnerships have allowed our community members and outreach partners to proactively support healthy local sustainable historical communities. Our ongoing efforts have encouraged/educated others in making an investment contributing to the promotion & preservation of their communities’ makeup and individual nuances.
This year we are anticipating further growth as we have added a Professional Track offering CEU's to applicable trades through our extended partnerships to regional US Green Builders Councils (USGBC Cincinnati and USGBC KY) as well as national Building and Construction Trade Groups which has allowed us to offer sustainable education to our community. In doing so NKY Restoration is bridging the gap between the people who live in historical communities and the professional building & architectural community that is called upon to serve its needs.
NKY Restoration: our vision, create a platform with a focus on education for community stakeholders, professionals and the small businesses who care for these historical architectural treasures. We seek to proactively support local sustainable historical communities making an investment; contributing to the promotion & preservation of their makeup and nuances.
Wine tourism is the lifeblood of many wineries. This presentation which I gave to the Magnum Club, touches on the global trends, and defines some best practices?
How to Take Advantage of the Chinese Tourist Boom? Catering to the needs of increasing Chinese tourists to Italy from year 2013 and beyond. Presentation by ThinkWideMarketing company. Website: www.thinkwidemkt.com
Wine Tourism - From Products to Experiences by Stefano Soglia Faye Cardwell
Stefano Soglia's presentation used during the #WBIS conference held in Brussels on 19th Jan 2013. What are the benefits - and risks of wine tourism and how can wineries develop their activities? For further information info@stefanosoglia.it
Stretching your Destination Marketing Dollars with InfluencersCooperatize
Here's the deck from the event we hosted a couple weeks ago! Hear some of the panelists' responses to these questions here: http://blog.cooperatize.com/destination-marketing-travel-influencers. Stayed tuned for more tidbits and future events!
Creating Meaningful Community Participation & Small Business Collaboration through Preservation Partnerships in Education Events.
NKY Restoration was formed as an unincorporated association and collaboration of individuals who represent businesses, artisans, craftsman, non-profit organizations, cities and the local Historic Preservation offices in Northern Kentucky and the Urban Cincinnati region. Through our collaborative efforts between neighboring cities, local small businesses, and local non-profits we have annually been able to successfully educate the public about historic preservation and healthy Do it Yourself practices. In doing so we are successful at promoting local vendors, craftsman and small business growth in the host and surrounding communities by connecting homeowners with local thought leaders, contractors and local craftsman with the appropriate CLG offices. Our partnerships have allowed our community members and outreach partners to proactively support healthy local sustainable historical communities. Our ongoing efforts have encouraged/educated others in making an investment contributing to the promotion & preservation of their communities’ makeup and individual nuances.
This year we are anticipating further growth as we have added a Professional Track offering CEU's to applicable trades through our extended partnerships to regional US Green Builders Councils (USGBC Cincinnati and USGBC KY) as well as national Building and Construction Trade Groups which has allowed us to offer sustainable education to our community. In doing so NKY Restoration is bridging the gap between the people who live in historical communities and the professional building & architectural community that is called upon to serve its needs.
NKY Restoration: our vision, create a platform with a focus on education for community stakeholders, professionals and the small businesses who care for these historical architectural treasures. We seek to proactively support local sustainable historical communities making an investment; contributing to the promotion & preservation of their makeup and nuances.
Wine tourism is the lifeblood of many wineries. This presentation which I gave to the Magnum Club, touches on the global trends, and defines some best practices?
How to Take Advantage of the Chinese Tourist Boom? Catering to the needs of increasing Chinese tourists to Italy from year 2013 and beyond. Presentation by ThinkWideMarketing company. Website: www.thinkwidemkt.com
Wine Tourism - From Products to Experiences by Stefano Soglia Faye Cardwell
Stefano Soglia's presentation used during the #WBIS conference held in Brussels on 19th Jan 2013. What are the benefits - and risks of wine tourism and how can wineries develop their activities? For further information info@stefanosoglia.it
JourneyPalette Pitch Deck Early Stage StartupWinroseMuthee1
Discover JourneyPalette, the pioneering travel platform that is transforming the way conscious travelers explore Africa. This pitch deck unveils our innovative solution to the fragmented discovery and booking process, empowering local businesses and communities while promoting sustainable tourism practices and preserving cultural heritage.
Launched early in 2017, the Growing Our Markets (GOM) project is an 18-month national program. Phase One was designed to establish Destination Garden Networks (DGN) in 10 communities across the country. It presented an opportunity for individual garden organizations and venues to continue do what they do well, then leverage and enhance that by working together with like- minded organizations. The initiative provided tools to enhance the appeal and sustainability of GOM participants through development of community-based garden experiences along with local, provincial, and national marketing synergies.
Phase Two of the program in the Fall 2017, focuses on helping garden organizations and venues develop new or enhanced garden experiences that have appeal to the tourist or visitor market. This phase also incorporates training on how to reach/attract appropriate visitor markets to grow tourism revenues at individual gardens and the within the community.
Property of Richard Innes, Brain Trust Marketing
responsible volunteer travel - what are the issues and how do we address themSallie Grayson
whar are the main criteria for responsible volunteer programmes - what should volunteers look for and how does people and places design its support for volunteer projects abroad
Leisure marketing refers to the strategies and activities undertaken to promo...SyazwaniYa
Leisure marketing aims to understand the needs, preferences, and behaviors of individuals seeking leisure experiences and to develop effective strategies to meet those needs and attract them to specific leisure offerings.
The importance of leisure marketing lies in several key areas:
Understanding Consumer Preferences: Leisure marketing helps businesses understand the evolving preferences and desires of consumers in the leisure industry. By conducting market research and analyzing consumer behavior, businesses can tailor their offerings to better meet the needs and expectations of their target audience.
Differentiation and Competitive Advantage: In a competitive marketplace, effective leisure marketing can help businesses differentiate themselves from competitors and create a unique selling proposition. By highlighting the distinctive features and benefits of their leisure offerings, businesses can attract customers and build a loyal customer base.
Maximizing Revenue and Profitability: Leisure marketing plays a crucial role in maximizing revenue and profitability for businesses operating in the leisure industry. By effectively promoting their products and services, businesses can attract more customers, increase sales, and optimize pricing strategies to maximize profits.
Enhancing Customer Satisfaction and Loyalty: By understanding customer needs and preferences, leisure marketing enables businesses to deliver personalized experiences that enhance customer satisfaction and loyalty. Satisfied customers are more likely to return for future leisure experiences and recommend the business to others, helping to drive repeat business and word-of-mouth referrals.
Adapting to Changing Market Conditions: The leisure industry is constantly evolving, with changing consumer trends, technological advancements, and economic conditions shaping the competitive landscape. Effective leisure marketing helps businesses stay agile and responsive to these changes, enabling them to adapt their strategies and offerings to remain competitive in the marketplace.
Overall, leisure marketing is essential for businesses operating in the leisure industry to attract customers, differentiate themselves from competitors, maximize revenue and profitability, enhance customer satisfaction and loyalty, and adapt to changing market conditions. By understanding the importance of leisure marketing and implementing effective strategies, businesses can achieve success and growth in the dynamic and competitive leisure marketplace.
How a hotel can positively impact the local communities - www.BookGreener.com...www.bookgreener.com
View the recording of the webinar: https://goo.gl/7ORDGD
Amazing presentations from sustainability champions:
- Peter Richards - 15 years of professional experience in the ASEAN region, working at the crossroads of responsible tourism and community development.
Peter gives us great pointers on how to approach the subject with practical tips and examples.
- Aebe Christian De Boer, General Manager of Shinta Mani resort which attained third place in the 2013 TripAdvisor ranking of the World’s best Hotel. Being sustainable is the main reason of his success and you can discover why!
- Mark Dieler, owner of Red Monkey Lodge in Zanzibar.
The hotel champions local culture and initiatives. Their stance is plain and simple: be the antithesis of mass tourism. And it works for everybody
Tips, best practices to green your hotel, recording of the webinars:
www.bookgreener.com/connect
Our next webinar will be on waste management: https://goo.gl/dehcxR
Feedback wanted: tell us how we can improve our webinars and get involved
Contacts:
Me – alex@bookgreener.com
Christian - http://shintamani.com/ - gm.sr@shintamani.com
Mark - redmonkeylodge.com - mark@redmonkeylodge.com
Peter - peter.e.richards@gmail.com
We are aiming at building a new type of travel website that promotes the good hotels and that means a blend of sustainability and ability to deliver a great experience to their guests.
Help us make it happen by telling such hotels to register on http://www.bookgreener.com/propertyEdit.php
Now it is your turn: share your stories on how you are aiming at becoming a force for good!
Let’s have a positive impact.
Alex
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2. Summary – Element 2
DEDY WIJAYANTO 2
• Take notes about information you discover
• Share new and/or revised local information with work
colleagues so they too keep up to date
• Integrate new/revised local knowledge into activities
designed to enhance visitor
experience, and encourage repeat and/or
referral business
(Continued)
3. DEDY WIJAYANTO 3
• Tell visitors about new/revised local information. Never
wait to be asked: be proactive in sharing local knowledge
with everyone
• Develop local tours for visitors to enjoy – 2-hour, half-day
and full-day trips
• Develop a list of local contacts you can use
in order to help visitors with a specific
need for local information
(Continued)
4. DEDY WIJAYANTO 4
• Involve all customer contact staff in providing local
information and knowledge to visitors
• Never reply to a visitor request for information with a
simple ‘I don’t know’ – find out, and pass the information
on
• Always remember the need to be friendly
and helpful to all tourists and visitors.
6. Maintain contact with local
communities
DEDY WIJAYANTO 6
Performance Criteria for this Element are:
• Provide accurate local tourism information in response to
queries
• Use local knowledge to promote tourism products and
services to encourage usage and purchase
• Make customers aware of possible extras,
add-ons and further benefits
• Report queries and results to designated
person within enterprise for follow-up
purposes.
7. DEDY WIJAYANTO 7
To develop and update local knowledge it is important to
stay in contact with local communities. These include:
• Other businesses
• Local groups, clubs and interest groups
• Local individuals who are active in promoting
the area
• Anyone or any organisation involved in
organising local events
8. DEDY WIJAYANTO 8
Keys in staying in touch with local communities require a
mix of:
• Joining local groups, organisations and associations
• Participating in what local groups are doing
• Keeping in contact with local groups and network of
contacts
(Continued)
9. DEDY WIJAYANTO 9
• Asking and encouraging them to make contact with you
• Thanking them when they make contact
• Offering your venue as a place for meetings.
10. Provide accurate local tourism
information in response to queries
DEDY WIJAYANTO 10
Effective responses to visitor enquiries must be:
• Honest
• Comprehensive
• Up to date
• Relevant
• Timely.
Everyone has responsibility for answering
visitor queries.
11. DEDY WIJAYANTO 11
You must have information about the following to meet
visitor needs and expectations:
• The enterprise where you work
• Local transport
• Local attractions
• Local events
(Continued)
12. DEDY WIJAYANTO 12
• General visitor facilities
• Dining options
• Personal business services
• Entertainment
(Continued)
13. DEDY WIJAYANTO 13
Provide accurate local tourism
information in response to queries
• Travel
• Weather
• Local visitor guides
• Local people
• Government requirements – laws
and regulations.
14. Use local knowledge to promote
tourism products and services
DEDY WIJAYANTO 14
When promoting tourism products and services:
• Be proactive
• Aims are:
• Enhance visitor experience
• Encourage longer stay.
15. DEDY WIJAYANTO 15
Always use local knowledge when selling tourism products
and services because:
• It is a main determinant of the visitor
experience
• It enriches the visitor experience
• It helps visitors feel like locals
• It demonstrates acceptance of visitors
• Local knowledge can be the local experience.
16. DEDY WIJAYANTO 16
Use local knowledge to:
• Tell visitors latest information
• Advise how to get to a destination
• Inform visitors about local ‘conditions’
(Continued)
18. DEDY WIJAYANTO 18
• Compare one option against others
• Advise where the locals go and what they do
• Advise best time to visit places
• Explain good, local value for money
• Identify good places to eat, drink and shop.
19. DEDY WIJAYANTO 19
When using local knowledge to promote local tourism
products and services:
• Do not wait to be asked
• Make suitable time-based suggestions
• Be enthusiastic
• Follow-up with visitors on their return.
20. DEDY WIJAYANTO 20
Tourism products and services include:
• Attractions
• Destinations
• Accommodation
• Tours and trips
• Landmarks and places of interest
• Transportation
• Specialist areas of interest.
22. DEDY WIJAYANTO 22
Tourism products and services can also include:
• Cell phone cards
• Petrol
• Meals and drinks
• Pharmaceutical products
• Cigarettes.
Anything bought locally!
23. DEDY WIJAYANTO 23
Reasons to promote local tourism products and services:
• Meets expectations
• Better job satisfaction
• Enhances job security
• Demonstrates a willingness to serve
(Continued)
24. DEDY WIJAYANTO 24
• Allows learning to occur from others
• Increases chances of tips
• Proves venue is a good corporate citizen
• Supports ongoing viability of the
workplace
(Continued)
25. DEDY WIJAYANTO 25
• Supports local businesses and communities
• Enhances visitor enjoyment
• Shares local culture
• Increases understanding and appreciation of the country,
its people, issues, culture, customs.
26. DEDY WIJAYANTO 26
Keys to effective selling of extras and add-ons:
• Establish rapport with visitors
• Use local knowledge
• Be positive and approachable
(Continued)
27. DEDY WIJAYANTO 27
• Be polite and respectful
• Apply appropriate questioning and listening skills
• Match suggestions to identified needs, wants and/or
preferences and interests
(Continued)
28. DEDY WIJAYANTO 28
Make customers aware of possible
extras, add-ons and further benefits
• Know when to stop trying/promoting
• Explain the characteristics of the offer
• Sell the benefits
• Tell the truth
• Never pressure people into buying.
29. DEDY WIJAYANTO 29
If visitor says they want a local tour, you could:
• Promote a different, more expensive one, highlighting:
• It is longer
• They see and experience more
• They receive more ‘products’.
30. DEDY WIJAYANTO 30
Examples of selling the benefits of an extra/add-on should
focus on things such as:
• Time saving
• Cost saving
• Prestige
• A unique opportunity.
31. DEDY WIJAYANTO 31
Focus efforts on benefits for the visitors. For example:
• They will get a better view if they take your advice
• They will enjoy more engagement with locals
if they follow your suggestion
• They will miss out if they do not ‘do it’ now
• Your recommendation is best value for
money.
32. DEDY WIJAYANTO 32
Report queries and results to designated
person within enterprise for follow-up
All venues will want staff to report on:
• Queries made by visitors
• Responses provided to those queries by staff or the
venue.
33. DEDY WIJAYANTO 33
Reporting queries and results is important because:
• It is effective market research
• It is customer-focused
• It always sharing of information
• It makes staff accountable for their actions.
If ‘it’ is good for the visitor, it is good for the venue.
34. DEDY WIJAYANTO 34
Report queries and results to designated
person within enterprise for follow-up
People involved in reports are:
• Report makers
• Report takers.
Regular reporting is essential.
36. DEDY WIJAYANTO 36
Follow-up action may include:
• Staff training
• Revision to standard materials available
• Introducing, changing or removing products
and services
• Changing venue advertisement
• Apologies to customers.
38. DEDY WIJAYANTO 38
Summary – Element 3
When maintaining contact with local communities :
• Provide information and responses to tourist/visitor
queries that are honest, comprehensive, current, relevant
and timely
• Realise it is everyone’s job to provide local information to
visitors/tourists
(Continued)
39. DEDY WIJAYANTO 39
• Create a file for commonly required local information
such as information about the venue, local transport,
attractions, events, general visitor facilities, dining,
shopping, entertainment, weather, local legislation and
regulations
• Be alert to the possibilities and potential for
using local knowledge to promote local
tourism products and services
(Continued)
40. DEDY WIJAYANTO 40
• Be proactive in promoting local tourism products and
services. Never be shy about promoting what the
area/venues have to offer
• Recognise the benefits flowing the effective promotion of
tourism products and services
• Suggest/recommend add-ons and extras at
every appropriate opportunity
(Continued)
41. DEDY WIJAYANTO 41
• Sell the benefits of any add-on or extra as well as any
physical characteristics that apply
• Match what you try to sell as add-ons and extras to
identified visitor needs. Talk to them to identify what they
want, need or prefer and what, if any, restrictions apply
• Never pressure anyone into buying
(Continued)
42. DEDY WIJAYANTO 42
• Provide regular and comprehensive feedback to
management and others in the workplace regarding
visitor queries and the way in which they have been
handled
• Strive to continually provide excellent service to
customers regarding the way in which their
queries are dealt with. Be prepared to
take necessary action to address
negative situations.