Visitor Management Of Heritage Sites Pt. 2 PDF

VISITOR MANAGEMENT OF HERITAGE SITES Pt. 2 ALVIN MURILLO, MSHM-TM The presentation style of exhibits, structures, traditions. There are many ways to present heritage and cultural exhibits, structures, and traditions. The choice of style must be based on (a) what is most appealing to the target mar...

VISITOR MANAGEMENT OF HERITAGE SITES Pt. 2 ALVIN MURILLO, MSHM-TM The presentation style of exhibits, structures, traditions. There are many ways to present heritage and cultural exhibits, structures, and traditions. The choice of style must be based on (a) what is most appealing to the target market; (b) potential for tourist interaction and experiential learning; (c) cost to mount or implement; (d) adherence to health, safety, and security standards; and (e) physical and economic capability of the tourists. The following are common examples:  Multilingual Interactive simulated Audio-visual displays (multi recording of presentation sensory) guided tour spiels The Printed handouts, leaflets, and kits Walking tours Coach sightseeing tours presentation style of exhibits, structures, ParadesLive Sound and light Island hopping or performances shows. river cruising tours Reminders on traditions. forbidden behaviors (touching exhibits, Accommodating bringing in food visitors in batches, Relics, artifacts, and drinks, noise i.e., observing the artworks, and level, rowdy carrying capacity antiques behavior, of a particular observation exhibit maximum number of tourists in-room or particular space, etc.) Safety, Security, and Sanitation A primary concern in touring around visitors to a heritage site, attraction, or event, is ensuring their safety, security, and sanitation of the place. The reality is that not all tourists are well-behaved and disciplined. Some tourists can be mischievous and rowdy. Some need special attention like the elderly, those with physical disabilities, small children, pregnant women, and large groups. It is particularly challenging to impose rules on sites with very strict rules like those that are concerned, for example, with the carbon footprint, carrying capacity, and disturbing the ecology. One important indicator of a successful heritage tour is having zero accidents.  Safety 1. Accident-prone areas. A conscientious heritage site manager will ensure that all attractions and exhibits, as well as their locations, are safe for all tourists. Stairwells, dark areas, low ceilings, wet floors, open and dangling wires or cables, walls with protruding nails, or sharp corners or edges are constantly checked and fixed to prevent accidents. Smart tour guides and heritage site personnel are always proactive and alert in areas that are prone to accidents. 2. First aid training and kits. The tour guide and all heritage site personnel should ideally be trained on first aid to be able to respond to emergencies and accidents before professional medical help arrives. First aid kits should be available in strategic locations on the site or in the tourist coach or bus. 3. Emergency response. The heritage site or event planner (in the case of a festival, concert, or religious activity) must have a reliable functioning communication system to be able to respond quickly to emergencies, e.g. summoning the first aider, calling ambulance service or nearest hospitals, etc.  4. Disaster management. Heritage site personnel and tour guides should be well-trained in managing or Safety responding to different types of natural or man- made disasters (e.g., flooding, storm, earthquake, fire, landslide, armed robbery, bombing, etc.) Security Infrastructure and Technology. The physical structure of a heritage site or the venue for a particular cultural event must be carefully examined and be made free from potential security risks. The layout of the building or the map of the event must identify (a) all entry and exit points; (b) any possible obstruction to the safety and free flow or movement of people; (c) weak sections of the building or those which are structurally compromised and may not be able to carry large crowds; and (d) areas where monitoring should be more intensified for the deployment of more security personnel (e.g., roving guards). Ideally, the heritage site or the cultural event should be completely wired with adequate CCTV coverage with competent security personnel constantly monitoring the movement of visitors and addressing quickly unusual observations. Security Staff training. All heritage site personnel and tour guides should be trained on security consciousness and responding correctly when the security of visitors and property is breached. They should know what to do when there is a bomb threat, or when a visitor to the site is intoxicated, or when a mother reports her child to be missing, or when a parcel is left unattended in a public area.  Security Security Protocols and Policies. The heritage site manager should familiarize all personnel and tour guides Kidnapping, Carnapping with security protocols and policies especially those related to following Public alarm and grave scandal Bomb threats and prank calls Sexual assault and rape Theft, snatching, shoplifting, looting, and pickpocketing Animal attack Fraud Lost and found items Possession of firearms and deadly weapons Possession of illegal drugs and substances Missing persons Vandalism Brawls, physical assault, and mauling incidents Natural calamities Labor strike, protest, and picketing Swindling and other types of fraud Security Documentation. Security-related incidents should always be documented and reported in the Security Department of the heritage site or the Head of Security of a cultural event. Such a record would be helpful for future reference or action by interested parties. Liaison with authorities. The Head of Security of the heritage site should have a close link with proper authorities, such as the Philippine National Police, National Bureau of Investigation, bomb squad, fire department, Philippine Drug Enforcement Agency, etc., to be able to address and resolve swiftly security issues. Sanitation Good housekeeping. All heritage sites must uphold and practice good housekeeping practices. There must be ample garbage bins at each section of the building or site. There must be sufficient warning signs against littering and unhygienic habits to tourists. There must be dedicated personnel to regularly upkeep all areas during business hours of the heritage site. All types of wastes accumulated during the day must be disposed of safely and properly daily. Staff hygiene and grooming. All personnel of the heritage site, as well as tour guides, must be hygienic and well-groomed when reporting for duty. A clean and good-smelling staff leaves a good impression on visitors of the heritage site. Unhygienic mannerisms (e.g., picking one's nose or teeth, scratching, spitting, coughing, and sneezing) should be avoided, particularly in the presence of visitors. Preventing and managing health outbreaks and epidemics. Disease control is one vital and timely area of concern in heritage sites. All heritage site personnel should be trained on health protocols to prevent contamination and infection of visitors by observing social distancing, wearing of facemasks when needed, observing cough etiquette, washing hands, etc. Pollution. There are numerous types of pollution that impact heritage sites and attractions such as solid waste pollution, air pollution, and water pollution. Each of these could potentially be harmful to the health and wellness of tourists and residents of a community. Visitor Management Plan It is imperative that every heritage site of cultural event has a Visitor Management Plan. In the case of cultural events, it is sometimes referred to as an Event Plan. The three main purposes of a Visitor Management Plan are: (a) to provide the visitors an organized heritage tour or activity and minimize worries, hassles, and other anticipated potential problems; (b) to address the needs of the visitors particularly those stipulated in the contract of sale or agreement; and (c) to ensure a satisfactory cultural experience and good value for money for the visitors of heritage sites and attractions Visitor Management Plan The format of a Visitor Management Plan may vary slightly; but the essential components are as follows: Business Hours. This provision indicates the days and times the site is open to the public. - What time does the site or event open to the public during weekdays and weekends? - When is the site closed to the public? -- Is this information reflected at the entrance of the site and on its website? Visitor Management Plan Entry Requirements. This section identifies the qualifications or characteristics of visitors and the documentation needed to enter the premises. - Is there an age limit or height limit? - What types of people may not be allowed on the premises? - Is there an entrance fee?-Who can avail of a discount or promotional rate? - Where and how can visitors pay? - What identification card or document is needed at the entrance? - What items may be brought to the site and what items are forbidden? - Is there a facility to deposit forbidden items? - Is bag search and body frisking a standard procedure? - Is there a dress code required of visitors to enter the premises of the heritage site or to attend a cultural event? Visitor Management Plan Capacity. This pertains mainly to the carrying capacity of a heritage site or cultural event which must be observed by the management, security personnel, and event organizers. - What are the ideal number and the maximum number of persons that the heritage site can accommodate at any given time? - Is there an orderly queuing or batching system of entering tourists or visitors? - How will frontliners turn away tourists who cannot be accommodated onthe premises? - What are the dos and don'ts for tourists inside the premises of the heritage site? - Is the carrying capacity of the heritage site communicated to the public.Le., signage at the entrance or notice on the website? - How are incidents of overcapacity and breaches of maximum capacity imits handled by frontliners and managers of the heritage site or cultural event? Visitor Management Plan Tour Route. This is a suggested sequential route to be followed to maximize the time utilization and satisfaction of both tour guides and visitors.- What is the best and most logical sequence of the tour route concerning the layout of the exhibits, displays, and tourist activities? - Is there an additional optional fee on certain segments of the tour not covered by the entrance fee? -Are there special announcements that need to be made for the information of the tourists on specific segments or phases of the tour? - How will tourists move from one section of the heritage site to another? - Is there adequate provision for persons with disabilities or special needs in terms of mobility from one section of the site to another? - If the heritage site covers a large area, are 'there sufficient transport service units?- Is there a break during the tour for restroom and meal breaks? - Can a tourist not follow the tour route? - Can the tour guide or tourist modify the tour route? - Can a tourist halt the tour at any point? Visitor Management Plan Special Visitor Services. These refer to a variety of services that visitors may avail of at the premises of the heritage site. a. Photography and Videography - Can tourists take photos and videos of the displays and exhibits? - Are personal cameras, videocams, and cellphones allowed inside the premises to take photos and videos? - If photos and videos are forbidden inside the display and exhibit areas, may they be allowed in other areas of the heritage site? - Does the heritage site take and provide souvenir photos or videos of the tourists in certain activities taken by the management's accredited photographers and videographers? - At what price? Are discounts given to certain groups? - Are tourists obliged to purchase souvenir photos or videos taken by the accredited photographer or videographer of the heritage site? Visitor Management Plan b. Babysitting - Are infants and small children allowed entry into the heritage site? - Do the restrooms have provisions for diaper changing and breastfeeding by mothers? - Is there a lounge or area near the entrance of the heritage site where mothers with their infants can rest and wait until the end of the tour? - Does the heritage site provide a babysitting service or facility? - At what price? Visitor Management Plan c. Concierge/Information Desk - Where is the concierge or information desk located? - Is the location of the concierge or information desk visible and accessible? - Is it convenient to accommodate a good number of visitors or tourists? - Are there satellite desks located in the other sections of the heritage site? - Is the information desk always manned? - Is the receptionist or customer relations staff on duty well trained to answer queries and handle requests and complaints of tourists? - Is the information desk equipped adequately with supplies and gadgets(e.g., paging device, walkie-talkie radio, cellphone, forms, etc.) - Is there a clear-cut procedure for handling queries, requests, and complaints of tourists? Visitor Management Plan d. Storage Facilities/Lockers/Bag-parcel Deposit - Is there a locker for tourists to deposit their bags, parcels, or disallowed items inside the heritage site? - Is there a procedure for swift retrieval and return of deposited items? - Is there a dedicated staff handling the lockers?Are the lockers well-maintained and cleaned daily? - Is there a procedure on unclaimed items at the end of each day? Visitor Management Plan e. Lounge or Resting Areas - Is there an area for tired visitors to rest? - Is this area comfortable and well-ventilated? - Are there adequate restrooms in the entire heritage site? - Are these lounges, resting areas, and restrooms well-lit, with running water, and regularly cleaned and maintained by housekeeping personnel? -If these facilities are not available, e.g., cleaning time or out of order, is there visible signage indicating it? Visitor Management Plan Safety and Security Protocols. This section of the Visitor Management Plan details the rules and procedures in handling safety and security matters. - What is the policy for lost and found items? - What is the policy on missing persons? - What is the policy on instances of breach of safety and security? - How are incidents recorded, addressed, and reported? - Are the security personnel well-trained to investigate incidents? - Is there an area discreet enough for the security personnel to conduct his or her investigation? Visitor Management Plan Meal Facilities and Provisions. This section pertains to the areas within the heritage site or cultural event where tourists may buy and consume food and beverage products. These facilities may be owned and operated by the management of the heritage site or by a concessionaire. - Is there an area where tourists may buy food and beverage products? - Where can they consume them? - Is the meal venue comfortable, clean, and well-ventilated? - Is the facility equipped with food tray racks and garbage bins? - Are the choices of food and beverage products diverse enough to satisfy even tourists who are constrained by health and religious issues on their meals? - Are the food and beverage products sold affordable or reasonably priced? - Do the food and beverage products undergo quality control?Is the meal of the tourist incorporated in the entrance fee? - Is HACCP or other food safety standards implemented in the preparation,storage, and service of food and beverage products? Visitor Management Plan Merchandise Outlets. These pertain to the items sold to tourists as souvenirs, gifts, or pasalubong items. -Where can tourists buy souvenirs, gifts, and pasalubong items? -What are the store or shop hours? - Is the shop adequately stocked with merchandise for sale? - Is the merchandise for sale displayed in an appealing manner? - Are all merchandise for sale correctly tagged with their selling prices and expiration dates (for consumables)? - What is the internal control to prevent pilferage and shoplifting? - Is the shop promodizer recording and monitoring the movement of inventories and taking into account items with high demand? Visitor Management Plan Exit Requirements. These refer to the requirements to allow a visitor to leave the premises which should be, as much as possible, hassle-free. - Is the security personnel at the exit of the heritage site? - What is the security procedure at the exit? CHAPTER SUMMARY Visitor management in heritage sites and destinations is vital. First, a heritage site or destination must be accessible. A visitor or tourist surely does not want hassle traveling and ending up getting lost or delayed due to poor access and connectivity. Second, there must be available and adequate accommodation facilities. A destination must ideally have diverse types of hotels, hostels, and B&B facilities to cater to different types of visitors with varying tastes and budgets. Third, there must be a quality interpretation of the sites and attractions. The tour guiding service is one of the most significant services as it will spell the overall cultural experience of the tourist. Fourth, it is always good to pay attention to sanitation, safety, and security of heritage sites and attractions. Tourists and visitors need assurance of their welfare and well-being during their stay. Fifth, every heritage site or attraction must have a visitor management plan or event plan (in the case of a cultural festival or event)-a comprehensive manual detailing business hours, entry requirements, capacity, tour route, special visitor services, safety and security protocols, meal facilities and provisions, and merchandise outlets.