Increasing visitors to tourist attractions by delivering service excellence
Thursday 15th October 2009
Flett Theatre, Natural History Museum, London
Meet the challenges of growing
customer expectations. A one day seminar for tourism authorities, venues and visitor attractions targeting group and tour business.
This important one day event, being organised by Landor Travel Publications with the support of VisitBritain, Visit England, the Best of Britain and Ireland show, Group Travel Organiser and UKTourismPro.net, is designed to present best practice, experience and delivery model developments for the supply of customer services at visitor attractions.
It is the first of a series of events aimed at helping Britain’s tourist economy and supporting the product design, management and marketing of tourist facilities to the travel trade, group organiser and coach operator markets.
The event will be held in the Flett Theatre at the Natural History Museum in London. Whilst there will not be time to explore the whole museum, a short introductory tour will be available of the new eight-storey £78million Darwin Centre, which opens in the autumn.
You will have the opportunity to put questions
to speakers and discuss the issues raised. After the seminar
there will be an informal networking drinks reception during
which you can meet speakers and colleagues in the UK domestic
tourism industry informally.
Who Should Attend
| • |
Local Authority and other tourism agencies |
|
• |
Marketing
Managers |
| • |
Local Attractions
and Venues |
|
• |
Attraction
Owners and Managers |
| • |
Economic Development
Officers |
|
• |
Tourism Consultants |
| • |
Tourist and
County Information Officers |
|
• |
Accommodation
Suppliers |
| • |
Local Strategic
Partnerships |
|
• |
Tour Operators |
| • |
Town Centre
Managers |
|
• |
Tourism
Professionals
who want to meet other
high level practioners |
| • |
Advertising
Agencies and Consultants |
|
The Programme
| 9.30am |
|
Registration and Coffee |
| 10.00am |
|
Introduction
and Welcome by morning chair
Peter Stonham, Editorial Director, UKTourismPro.net,
Landor Travel Publications and Group Travel Organiser
magazine |
| 10.10am |
|
Visitor expectations and customer service Understanding the customer in the modern
economy: what leisure visitors expect
Jo Causon, Chief Executive Officer,
Institute of Customer Service |
|
|
Case Study: Creating a strategy for improving customer
facilities within a major organisation
Speaker to be confirmed |
11.10am |
|
Coffee |
11.30pm |
|
Defining the catering offer – a vital ingredient: three case studies
1) Catering at historic attractions
Speaker to be confirmed
2)
Finding a new supplier: the customer and supplier's perspectives - the Natural History Musuem
Natural History Musuem and Benugo
3) Lessons from other sectors:
providing hospitality at transport terminals
Mark Kassapian, SSP |
| 12.30pm
|
|
Questions
to morning speakers |
| 1.00pm
|
|
Lunch |
| 2.00pm |
|
Introduction
and Welcome by afternoon chair
x |
| 2.10pm |
|
Customer relationship
management and interaction
1) People 1st: The role of the sector skills
council and proposals for a travel and
tourism academy historic attractions
Speaker to be confirmed
2)
Sharing the message: Yorkshire Passion
Speaker from Visit Hull and East Yorkshire
3) Maintaining your standards
Jonathan Winchester, Manging Director, Shopper Anonymous |
| 3.10pm |
|
Afternoon Tea |
| 3.30pm |
|
Enhancing the visitor experience and adding to the bottom line
1) Effective use of costumed characters
Andrew Ashmore, Andrew Ashmore and Associates
2)
Adding value and profit through alternative
management solutions
Mike Stickland, Director, Planning Solutions
3) Getting the retail offer right
Selina Fellows, Selina Fellows Retail and
Marketing Consultancy |
| 4.30pm |
|
Questions
to morning speakers |
| 5.00pm |
|
Close
of Seminar and Drinks
Reception
Stay and network with speakers and fellow tourism professionals |
The Speakers
Speakers' details will be added shortly
How To Get There
The seminar will take place in the Flett Theatre at the Natural
History Museum in London, which is walking distance from
South Kensington station. Enter through the Exhbition Road Entrance.
By Tube: The museum is within walking distance of South
Kensington station on the District, Circle and Piccadilly lines.
Take the underpass from the station, signed to the Natural
History Museum. When you emerge, follow the sign to the
Exhibition Road entrance.
By Bus: Routes 14, 49, 70, 74, 345, 360, 414 and C1 stop nearby.
Enter through the Exhibition Road entrance.
By Car: Driving to the Museum is not easy and parking is
expensive, there is limited meter parking on Exhibition Road.
Prices
Standard £130 +vat
There is a 10% discount for 2nd and susequent delegates
The price include morning and afternoon refreshments, lunch, conference documentation and a free copy of
British Tourism: A Guide for the Travel Trade.
CLICK HERE TO BOOK ONLINE
CLICK HERE TO DOWNLOAD BOOKING
FORM
Other Booking Information
Confirmation
You will receive an e-mail to confirm your booking. If your
booking has not been acknowledged seven days prior to the
event please contact us on 0845 166 8131 to verify your booking
has been received.
Cancellation
If for any reason you are unable to attend, cancellations
received in writing by 8th October 2009 will receive a refund
less an administrative charge of £50 + VAT. There will
be no refunds for cancellations made after this date. Substitutions
can be made at any time at no additional cost.
Data Protection
The data you provide will be held on a database in accordance
with the Data Protection Act (1998). Your details may be passed
to other companies who wish to contact you for marketing and
communication purposes. If you do not wish your information
to be passed on, please write to the Database Manager at Landor Travel Publications Ltd, 47 Wellington Square, Hastings TN34
1PN.
