Tourism - Summer 2012 - issue 150 by Tourism Society

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The Tourism Society Queens House, 55-56 Lincolnâ&#x20AC;&#x2122;s Inn Fields, London WC2A 3BH T 0207 269 9693 F 0207 404 2465 E journal@tourismsociety.org W www.tourismsociety.org Registered in England No. 01366846. ISSN: 02613700 Designed and produced by Script Media Group Contact Tony Barry 47 Church Street Barnsley S70 2AS T 01226 734333 E tb@whpl.net W www. whpl.net ÂŠ Copyright 2012 The Tourism Society Tourism is the journal of the Tourism Society.The views expressed in Tourism are those of individual authors and not necessarily those of the Tourism Society. Whilst unsolicited material is welcomed, neither transparencies nor unpublished articles can be returned. The Tourism Society cannot be held responsible for any services offered by advertisers in Tourism. All correspondence must be addressed to the Editor. Tourism is only available to members of the Tourism Society and on subscription, it is distributed quarterly to 1800 professionals working in national and regional tourist boards, local government, travel agencies, and tour operators, visitor attractions, accommodation and catering, entertainment, information services, guiding, consultancies and education and training.

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Contents

Editorial Water-based tourism: more than messing about in boats It goes without saying that as an island nation, water is an absolutely vital part of life for the UK, for our economy and for all industries not least for our inbound, domestic and outbound tourism industry. This journal attempts to cover such an enormous issue by looking at the different water-based tourism products and sectors and their importance and development including inland boating and the Broads, the importance of the Thames in a year when the world’s eyes are on the UK, the skills needed and opportunities available in water-based tourism, city waterfront regeneration and the rise of the cruise industry. I was particularly delighted to read that the cruise industry is now considered, at least by the Travel Foundation, as improving in terms of sustainability. The cruise industry has been in the news for all the wrong reasons this year with the unfortunate Costa Concordia disaster followed by a fire on the Costa Allegra, all in the year of the 100th anniversary of the sinking of the Titanic.The industry reacted immediately to the Costa Concordia disaster and a tightening of cruise ship safety standards has already been outlined by the European Commission and the industry. One of my favourite quotes that I learned when Director of the Association of Cruise Experts (ACE) has to be ‘cruise is no longer just for the newly-wed, over-fed or nearly-dead’; a tongue-in-cheek but accurate assessment of the changing perceptions of this growing industry. The new-to-cruise market is growing rapidly; 4 in 10 passengers in 2011 were on their first ever cruise according to the PSA.The industry has spent billions in the last decade alone, investing in the latest onboard technology and catering for the family market. I bet you never thought you’d see a surf simulator on board a cruise ship, let alone zip lines, rock climbing walls, water flumes, the Blue Man Group and solar-power, as well as the now standard world-class spa facilities and Michelin-starred restaurants. I hope you enjoy reading this issue as much as I’ve enjoyed editing it, and that you come away with a greater appreciation of the value of water-based tourism.

Cruise Tourism: Key trends: continuing investment and growth Peter Wild MTS, Director, G. P.Wild (International) Ltd

Ferries: Increasingly comfortable and an important link Justin Amey, Marketing Manager, Condor Ferries

Sustainability: Cruise sector gathers momentum after a slow start Sue Hurdle, Chief Executive,The Travel Foundation

Case Study: Liverpool Cruise Terminal – a success Keith Blundell MTS, Head of Tourism, Liverpool City Council

UK-based Cruising: Benefits spread beyond the ports Ken Charleson, Sales and Marketing Director, Hebridean Island Cruises

Shore Excursions: Cruise companies and Blue Badge Guides: a good partnership David Thompson, Chair of Guild of Registered Tourist Guides

Case Studies : Oman – Beauty has an address Alison Cryer FTS, Director for UK and Ireland, Oman Ministry of Tourism

Case Studies: Seychelles – An Indian Ocean jewel Glynn Burridge, Copywriter, Seychelles Tourism Board

British Marine Federation: Supporting the interests of the leisure marine industry 12 Brian Clark, Environment and External Relations Manager, British Marine Federation Case Study: Greener boating holidays in the Broads Bruce Hanson MTS, Head of Tourism Development, Broads Authority

UK Inland Boating: Improving quality keeps the holiday market buoyant Pali Badwal,Vice-President for Lodges, Parks, Boating and Apartments, Hoseasons

London’s River: One of London’s great venues Iain Edmondson, Head of Major Events, London & Partners

Skills and Opportunities: Don’t water down your welcome Brian Wisdom FTS, Chief Executive, People 1st

Destinations:The importance of the waterways Nicky Lister MTS, Marketing Manager, British Waterways – West Midlands

Consultants Network: City waterfronts Michele Grant MTS, Director, Blue Sail

Membership news

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Cover Photo Credit: Ant Clausen

Flo Powell MTS | Business Development Director, Representation Plus

From the President’s Desk Olympic fever is already gripping Britain and rightly so. It should be an outstanding showcase for British hospitality. I hesitate to put the commentator’s hex on it but it seems that our planning has been both innovative and efficient. Indeed I am told that the IOC are so impressed by our approach to things like the food strategy that the company responsible has been asked to do the same job again at the next games.This is a success waiting to happen – but there is a potential fly in the ointment. To enjoy all this great hospitality visitors have to get here. Most will come by plane arriving at one of London’s busy airports.There they will, if recent experiences continue to be the norm, spend an inordinate amount of time queuing to get through passport control.You might

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think that former eastern bloc countries or China might have a more bureaucratic control system with longer waits.You might remember when US border control was the rudest and most inefficient. No more.These prizes are now all regularly handed to our own UK Border Agency. If London 2012 is to have a real tourism legacy attracting visitors back over coming years it must offer an efficient welcome. However much people enjoy their stay, inefficient passport controls will put visitors off for ever. It is not rocket science. Lots of countries get it right. Cue DCMS to do battle with the Home Office. It is a fight they must win to justify their existence.

Lord Thurso MP FTS | President,Tourism Society

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Cruise Tourism

Key trends: continuing investment and growth The majority of destinations are able comfortably to absorb increasing numbers of cruise tourists and the peaks in volumes created by the arrival of one or more large cruise ships. Generally destinations have adopted a positive attitude to the needs of the cruise industry and as a consequence have benefitted from the substantial economic gains that flow from cruise tourism activity.

The story of modern cruise tourism is one of success. In its fledgling years the industry grew out of the demise of traditional passenger liners as these were displaced by modern aeroplanes.This created an opportunity for some entrepreneurs, notably Ted Arison, the founder of Carnival Corporation, to offer a new product into the market using redundant liners to serve the North American market.Thus the modern cruise industry was born. By 1980 1.4 million cruise tourists had taken to the seas, the vast majority of whom were sourced from North America. By 2011 this figure had grown to 19.6 million cruise tourists with an average annual growth rate of +8.6%. Today cruise tourism is the fastest growing sector of the world’s tourism market. In more recent years the industry has become truly global sourcing consumers from Europe as well as North America, but also from other markets including China, Australia and South America, especially Brazil.The PSA (Passenger Shipping Association) recently announced that the UK cruise market had grown by 5% in 2011, attracting 1.7million. Clearly, North America and Europe are the main sources for cruise tourists and at present they account for 90% of the market. However, in the future it can be anticipated that other source markets will become more prominent. Brazil is growing very rapidly as is Australia and the potential in China is enormous. The levels of market penetration in the key source markets are depicted in Figure 1, revealing France and Benelux as the least mature markets.These are among the richer nations of Europe and must have the potential to further advance their market position. In comparison the UK has long had the highest penetration as well as the most cruise passengers. Even so its current penetration level of 2.6% is under North America’s level of 3.3%. Germany has increased its penetration to 1.6%, compared with 1.5% in 2010, while overall European market penetration stands at 1.12%, slightly over a third of the North

Peter Wild MTS | Director, G.P. Wild (International) Ltd

Figure 1: Comparative Cruise Tourism Penetration in Key Markets – 2011 Source: G. P. Wild (International) Limited Occasionally a destination is unable to accomAmerican level. modate large cruise ships for a variety of The European cruise market expanded reasons such as insufficient depth of by around 65% between 2006 and 2011. water. In percentage terms, the fastest growth Such destinations are to some extent occurred in the Scandinavian market. marginalised but overall the continued Among the smaller nations, Benelux also development of cruise tourism can be achieved impressive growth rates. regarded as being able to continue in the The slowest growth has been in the UK. longer term. The most popular destinations for cruise At present the greatest challenges tourists are the Caribbean and Europe as for the industry are the high price of fuel depicted in Figure 2. If present trends are and new environmental regulations covmaintained, it can be anticipated that ering emissions. Even so levels of investEurope will become the world’s premier ment in the industry remain high and furcruising ground by 2014. ther growth can be expected in the The other important trend in the industry is the increasing size of modern cruise ships.This trend is driven by the need to reduce unit costs in order for the cruise tourism offer to remain competitive in comparison to other tourism offers. Ports and destinations are increasingly responding to the continued growth of cruise tourism and the need to handle these large cruise ships.

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future.

Figure 2: Growth in Key Destinations for Cruise Tourists 2002-11 Source: G. P Wild (International) Limited

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Ferries

Increasingly comfortable and an important link WATER-based tourism still has a major part to play within the travel industry. As long as there is a need for transport, there will be ferries and ferry routes, particularly with the growing issues of road congestion and high fuel prices affecting long journeys by car, and increasingly stringent security and luggage weight policies for those choosing to fly. Ferry customers are becoming increasingly discerning in their desire to be able to relax and enjoy their holiday from the moment they arrive on board, a desire which we are making every effort to address. Ferry travel assists in the marketing of port towns across the world which may otherwise be bypassed by alternative travel providers. Condor Ferries is heavily involved in marketing the Channel Islands as a tourist destination to visitors from the UK mainland, seeking to encourage visitors to make the short trip by ferry to experience the culture and gastronomy of the islands, and working closely with tourism authorities.This April the company celebrated the 25th anniversary of its first passenger sailing to the islands, and it remains the only operator to supply ferry services between the UK and the islands. Since 1987 Condor has transported over 12 million passengers and more than 2.2 million cars, maintaining a vital lifeline for both passengers and cargo travelling

between the UK and the Channel Islands. Demand for day trip sailings has also increased. Day trips by ferry allow customers the opportunity to explore the islands of either Guernsey or Jersey to get a real taste of the destination and its attractions – a move away from the stereotypical view of day trips simply being used to stock up on continental food and drink. A new connecting service also gives an opportunity for passengers travelling from Poole to St Malo to break up their journey in either Guernsey or Jersey. Ideal for those travelling with young children or pets, the service allows passengers to make a stop for a seafood lunch, shopping or simply to stretch their legs on the islands’ beautiful beaches before continuing their onward journey to France.The sailings also allow for a twin-centre holiday, encouraging tourist visits to two separate destinations each with their own attractions and services. Customer feedback is vitally important for any travel provider – any company unwilling to respond to customer suggestions will soon find themselves without repeat bookings. For us, responding to our customer requests has meant the introduction of a new on-board menu, offering customers a wider selection of

hot and cold drinks, meals and snacks. On our fast ferries this has been further expanded with a new coffee shop serving a wide-range of freshly-brewed coffees, beverages, cakes and pastries in partnership with Costa Coffee. A new multilingual website features destination guides for the UK, France and the Channel Islands, with advice on what to do, where to stay, where to eat and local activities with links to the local tourism office – a one-stop site for anyone planning a trip by ferry. Our customers’ enthusiasm for ferry travel shows little sign of abating – bookings for the recent Easter holiday period were up 5% on last year despite a challenging economic climate. We believe that ferry travel gives passengers the chance to begin their holiday in a more relaxed fashion, allowing them to enjoy their time on board without excessive waiting times prior to boarding, or restrictive luggage limits. Approaching a destination by water gives a far more scenic perspective to a passenger’s arrival, as well as allowing tourists to disembark straight into a bustling port town rather than undergoing a long transfer to their final destination. We continue to work hard to improve our services, and are looking forward to the next 25 years with great optimism.

Courtesy of Visit Guernsey

Arriving in St Peter Port Justin Amey | Marketing Manager, Condor Ferries

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Sustainability

Cruise sector gathers momentum after a slow start The ‘floating hotels’ of the cruise industry face many of the same sustainability challenges as their bricks and mortar counterparts.Yet, while it is perceived as playing catch-up with the more forwardthinking of its land-locked competitors, there are signs that things are beginning to improve in the sector. Despite its recent press, the cruise market appears to be in good health. According to Cruise Market Watch, the total worldwide cruise industry is estimated to reach $33.5 billion during 2012, carrying a total of 20.3 million passengers; a 5.6% increase over 2011. Yet, the sector’s obvious popularity makes it a target for environmental critics, keen to point out the large amounts of waste and emissions its produces. In addition, exponential rises in the costs of fuel and resources and increasing customer demand for businesses to behave more responsibly have created a ‘perfect storm’ for sustainability, leading many operators to consider how it can be employed as an ally to help reduce operational expense, increase customer satisfaction and silence the critics along the way. To that end, some of the major names in the cruise industry have already begun their journey, spending millions of pounds upgrading ships with the latest in energysaving and waste-reduction technology to meet ambitious environmental commitments, as well as embedding the ‘reduce, re-use and recycle’ mindset in employees through training and development programmes. And it’s not just ocean-going liners that are looking at areas for improvement. River cruise operators are also starting to recognise the business benefits of sustainability. While the industry is regulated, environmental implications of this form of travel are little understood and patchy guidance exists to allow operators to measure and reduce impacts. The Travel Foundation helps the travel industry take effective action to protect the environment and ensure local people

Sue Hurdle | Chief Executive, The Travel Foundation

Low impact? benefit from tourism. It has been working to address the issues relevant to cruising through a project with Uniworld - a company aiming to extend its environmental commitments from its offices into shipboard practices.The initiative aims to reduce the environmental impact of cruising on the Nile, the Danube, the Rhone and the Rhine and has seen Uniworld’s boats being audited on water and energy use and waste production, and recommendations developed to help achieve measurable reductions in these areas.The project will inform the development of a ‘Sustainable River Cruising Pack’ that will be made available to the wider industry, alongside the rest of the Travel Foundation’s range of free sustainability resources.

The issue of certification is also on the horizon for the industry, with Green Globe status already awarded to several vessels and Travelife (the preferred sustainability certification scheme of major UK tour operators) preparing to embark on a revamp that will allow cruise operators to attain its awards for their eco-credentials.

Although such initiatives are helping to address environmental challenges, there is still a way to go, and as for land-based tourism businesses there is still a real opportunity to focus also on the social and economic impacts of tourism. For example, by looking at how excursions and the supply chain can be improved to benefit communities more.

It is true to say the journey towards sustainability will never be a smooth one, but today the case for adopting better practices has never been clearer. With effort and commitment, and the benefit of the shared knowledge of the pioneering few, the opportunity exists for the cruise industry to pursue a successful and greener future.

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Already recognised by many hotels on land as ‘badges of honour’ in the sustainability stakes, the race will be on for many operators to seek out the benefits that public recognition of its efforts can bring in business terms. Of course, those who have already started the process of looking at their practices will be well ahead of the game.

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Case Study

Liverpool Cruise Terminal – a success When Liverpool published a bold new vision for its future in 2000, as well as a major retail development, a landmark building on the Waterfront and a complete reworking of the city centre traffic network, a cruise terminal at Pier Head was proposed. What could be simpler? There were two willing partners in the city council and the harbour authority, a positive funding regime and all we were doing was putting something back that been there until the early 1970s.The Prince’s Landing Stage, originally opened in the 1890s and at that time the largest floating structure in the world, had been removed (following the departure of the transatlantic passenger trade to aviation) but the ‘cut’ to enable the vehicle bridge was still there and the funding required, at an anticipated £10 million, was tiny compared to some of the other projects. Seven years later, when the Terminal finally opened with a Royal visit and a crowd of 35,000, those original opinions seemed laughable if not downright ludicrous. A combination of legislative hurdles, changes of ownership of the Port operator, competing and complementary projects and a local authority having to re-learn about the sea had turned what seemed to be the simplest of projects into a complicated, protracted (and extremely high-profile) £20 million saga. Still we had got there, what could stop us now? We were three months away from the Capital of Culture, it was the city’s 800th birthday and our pre-marketing since 2005 had got us into a great position with the industry. There were a few issues. We were in the middle of the city centre, great for the passengers but not for traffic management and excursion coaches; we shared our vehicle access with an Isle of Man ferry which meant passengers could not leave for three hours a day; and, we were next to office and residential buildings which didn’t appreciate access restrictions being imposed to cope with the huge crowds regularly turning out just to view the ships. Teething troubles? In hindsight some; a

Picture: Pete Carr

combination of professional management and stakeholder communications removed a number of obstacles but the operation remains a compromise, albeit one that is outweighed by the huge attraction to ships and passengers of being berthed so close to the city centre.

approach which has brought praise from the industry.

Liverpool’s terminal is unique in the UK in being operated by the Council’s tourism team.This has been a crucial part of the success as we have seen ourselves as a part of the visitor economy and not just a port operation.

The most obvious manifestation has been the media campaign and public pressure to use the terminal for cruises that start and finish from the Pier Head area which had been excluded during the grant application. Eventually this led to two applications to Government and an inprincipal agreement has now been reached.

Our existing relationships with the local industry have been put to good use in facilitating relationships with shore excursion operators and cruise executives. Key appointments were made on the basis of transferable rather than maritime skills and we have a customer-focussed

Given the city’s historic association with merchant shipping, recently brought to the fore with the Sea Odyssey event linked to the Titanic Centenary, there has been huge media and public interest in the ships and the Terminal.

The future therefore looks bright as we prepare for 2012 to be the first season where we deliver both port of call and turnaround cruises.

Expenditure data is derived from Cruise Europe average figures

Keith Blundell MTS | Head of Tourism, Liverpool City Council

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UK-based Cruising

Benefits spread beyond the ports As someone working for a cruise company, operating mainly within the UK, the increase we have witnessed not only in cruises departing from and cruising within the UK but also in the number of cruise ships from overseas making calls at UK ports has been incredible.The effects on local businesses can be considerable, and even our small luxury ship, Hebridean Princess, carrying just 50 guests, can have a positive impact on the local economy of small and often remote destinations which are often heavily reliant on tourism. As the only cruise ship to have been awarded the Royal Warrant by Her Majesty the Queen, an accolade we are very proud of, we operate in a very specific niche market, cruising mainly around Scotland’s west coast and Western Isles. Even here, the number of other cruise ships seen operating in or at least visiting our home waters has increased noticeably in recent years. That apart, the main beneficiaries of the increase in UK cruising would appear to be the traditional large cruise ports located on the south coast, such as Southampton and Dover. However, other ports such as Portsmouth, which has invested in a new ferry/cruise terminal, have also experienced growth in the number of people taking no-fly cruises. There has also been a rise in other regional ports such as Harwich, Liverpool, Port of Tyne, Greenock and Rosyth all being used as ports of embarkation and disembarkation. These larger ports benefit from passengers who often stay in or near the town either before or after their holiday. Often this will be for more than just a single night, extending their stay in local hotels, guest houses and B&Bs.This extra time spent in a destination allows cruisers the

Cruising by Inverary opportunity to explore the local area on their own; the areas surrounding start and end ports are very often overlooked by the cruise companies with few or no excursions arranged, as they tackle the logistics of loading not only passengers but often the bulk of their stores at these ports on a very tight schedule. With the specific growth in round-UK cruises there has been a significant increase in the use of smaller, out of the way ports for calls during these cruises and this can provide a boost for tourism businesses within a fairly large area.The obvious benefits are the organised tours from the ships. With many of the larger ships carrying international passengers, the distances they will travel to visit one of our famous landmarks can be anything up to 2 - 3 hours on a full day excursion and will often involve lunch ashore at a local eatery. For ports that can accommodate the larger ships, with up to 3,000 passengers and some 2,000 crew, there can be a

‘There has also been a rise in other regional ports such as Harwich, Liverpool, Port of Tyne, Greenock and Rosyth all being used as ports of embarkation and disembarkation’

Ken Charleson | Sales and Marketing Director, Hebridean Island Cruises

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dramatic impact on the local community. Those that embrace the visiting ships can benefit in many ways from both the ships’ passengers and crew. Many guests will take advantage of the organised excursion programme provided by the cruise ship and this can involve a large number of local suppliers. Coach operators, local guides, attractions, hotels, bars and restaurants will all benefit. Seasoned cruisers will often opt to explore independently using local transport networks, taking them away from the crowds and often visiting lesser known attractions or hidden local restaurants in an attempt to find the true local flavour of an area. Additionally, the crew, particularly those on their first trip to the UK, will want to use some of their valuable shore-time to experience some of the tourist sights and explore the local area, as well as to stock up on provisions. Cruising is still one of the fastest growing sectors in the holiday market and where the local businesses have come together to provide an enhanced experience for the cruise passengers they see the benefits in increased footfall and spend.

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Shore Excursions

Cruise companies and Blue Badge Guides: a good partnership The cruise market into the UK continues to grow. Many cruise ships are now calling in to the UK for shore excursions as well as for passengers embarking/disembarking on various cruises. Our members (Blue Badge Guides) report an increasing amount of work coming their way via shore operators. All regions of the UK have Blue Badge Guides, so whichever port a cruise ship docks in a qualified, fully insured Guide can be on-hand.They will be able to make suggestions not only for visiting the major sites in the area – ancient castles, magnificent houses, awe-inspiring cathedrals, vibrant city centres and picturesque villages – but for numerous excursions off the beaten-track as well. Almost 40 languages are spoken by our membership and the cruise market offers many opportunities for linguists. Last year, in Dover alone, between April and October, it was not unusual to find 30-40 coaches on the quayside once or twice a week, taking German, Italian, Spanish or French speaking passengers on tours to various venues in Kent – to towns, countryside, cliffs for walking tours, visiting the county’s cathedrals, castles or enjoying steam railways, or popping over the ‘border’ into Sussex. Sometimes Guides just give a Meet & Greet service to small groups helping them to connect with their coaches/cars or helping them to check-in. If meeting passengers who are disembarking, Guides have a slightly different role. For example, accompanying a coach going to Leeds Castle and then on to Heathrow Airport. In this instance, Guides need to know information about passengers’ terminals/flights and work with the driver

to make sure that luggage is loaded correctly so that if going first to Terminal Three, the luggage is the last to be loaded in the right place and so on.This operation has to be slick to ensure that the right passengers are in the right place on the right coach with the right luggage going to the correct destination. The work for the Guide is quite demanding before relaxing into the role of tourist guide giving commentary on the coach. Areas that cruise operators could develop would be offering smaller, specialist tours away from the normal Guided shore excursion in Jersey tourist trail, with smaller vehicles and going to country pubs, villages or having tasters The Blue Badge is a symbol of excellence of local produce or having a go at a sport in tourist guiding. Entertaining and informlike polo. Many liners do offer car-andative, reliable and professional with local driver packages so passengers can cusand up to date knowledge, the wealth of tomize their own tour, and some of the experience a Blue Badge Guide has is newest trends in shore excursions respected by discriminating tour operainclude intimate tours. Many of our memtors and travel agents throughout the bers are private driver guides who offer world. tours in comfortable vehicles and Some ports in England, such as enhance the experience with detours to Southampton and Dover, are used as out-of-the-way special places that the turnarounds. However, this does not average tourist misses. debar some liners offering excursions. Another opportunity is to offer tours to With the wealth of history, tradition and passengers at the start. Guides could culture on every port’s doorstep, passenmeet them to do a tour, for example, to gers are only too happy to take advanDover Castle before accompanying them tage of an excursion. to the ship. Effectively this is an enjoyable For example, each of the Channel Islands way for the passengers to spend time is charmingly individual and makes a great before embarking. excursion for cruise passengers. Cruise liners could include a coastal walking tour of Jersey, rather than loading passengers onto a coach. excellence in tourist guiding.

‘The Blue Badge is a symbol of Entertaining and informative, reliable and professional with local and up to date knowledge, the wealth of experience a Blue Badge Guide has is respected by discriminating tour operators and travel agents throughout the world.’

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It is fantastic that operators are using Blue Badge Guides, our members certainly appreciate this important source of work and look forward to continued collaboration with shore operators.

David Thompson | Chair of Guild of Registered Tourist Guides

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Cruise Destinations: Oman

Beauty has an address Oman is a country of outstanding cultural heritage and natural beauty, renowned for its warm hospitality. It is a country with an extraordinary heritage and natural values that make it a must see cruise destination. Every year more than 200,000 passengers cruise along the coast of Oman, authentic Arabia, once explored by the legendary Sinbad the Sailor. Oman is undergoing rapid, but managed, tourism growth with cruise shipping being a major component. Fast becoming the most visited Gulf Cruise destination, Oman boasts three leisure ports. The Port Sultan Qaboos is in Muscat, Oman’s Capital and ancient trading port on the Sea of Oman.The Port of Salalah, situated in Oman’s Southern Capital on the Indian Ocean continues to attract cruises doing world trips or Indian Ocean voyages.The Port of Khasab is in Khasab, in the Musandam Peninsula. Port Sultan Qaboos now has a dedicated cruise passenger terminal. “The cruise industry helps direct as well as indirect market growth in the country… we are talking to major players in the cruise industry including Royal Caribbean, Aida and Costa to convince them to come to Oman,” Haitham Al-Gasani, Director of Tourism Promotions and Awareness at the Ministry stated.To attract more cruises the Omani government has also eased

Alison Cryer FTS | Director for UK and Ireland, Oman Ministry of Tourism

visa procedures for all tourists. There are many factors that make Oman a compelling destination, especially Muscat.The first factor is Oman Air’s non-stop services to over 41 international destinations. Improved air connections make it easier for passengers to consider Oman as a pre and post-cruise holiday, or an add-on to cruises that end in other regional ports. The second factor is the improved handling capacity of Port Sultan Qaboos and

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the industry’s ‘discovery’ of Khasab as a niche destination especially for smaller vessels.The third factor is the growth in cruise specialists in this sector.This adds to Oman’s other supporting assets including world class resorts and hotels. The final factor is Oman’s beauty which is backed by cultural, heritage and natural dimensions that fascinate many visitors. Everywhere you go Oman’s distinctiveness is evident.

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Cruise Destinations: Seychelles

An Indian Ocean jewel Seychelles is the jewel in the crown of Indian Ocean cruising.The 115 pristine, tropical islands, lying between 4 and 10 degrees south of the equator and 1,600km from the east coast of Africa, offer the most stunning natural beauty and also the greatest degrees of diversity. This archipelago, containing the world’s only mid-ocean granitic islands, developed its distinctive Creole character through Arab, French and British influences over the centuries – not to mention being a favourite pirate haunt of old. Costa Cruises are frequent visitors to Seychelles, as are niche, high-end cruises such as Zegrahm and Eco Expeditions. The Seychelles Islands, with their easy cruising distances between islands, offer a constantly changing landscape and a serene cruise experience that is virtually year-round. Cruises traditionally include Seychelles in any itinerary of the Indian Ocean and the permutations of cruise-fly programmes are set to increase as a result of the forthcoming ROUTES aviation forum, taking place between 8th and 10th July 2012, when airlines and cruise companies will have a unique opportunity to synergise. With a population of around 87,000, Seychelles is a predominantly Catholic country with an ethnic mix every bit as diverse as the makeup of its islands.The principal islands of Mahé, Praslin and La Digue constitute the cultural, economic and touristic hub of the nation.Together, they offer a wide choice of accommodation options, restaurants, art galleries, bustling market, souvenir shops and other tourism attractions as well as scenic tours, world-beating beaches, marine parks, natural reserves and other wonders waiting to be discovered through the myriad of excursions from local ground handlers. Seychelles’ Creole cuisine, featuring a sumptuous blend of the culinary arts of east and west, is one experience definitely not to be missed. In an ecologically compromised world Seychelles offers sanctuaries for numerous endemic species of flora and fauna that are amongst the rarest on earth. Many endemic and indigenous species can be discovered on the network of

guided walks.The islands are also home to two UNESCO World Heritage sites: Praslin’s Vallée de Mai, upon whose ancient palms grows the wondrous Coco-de-mer, and fabled Aldabra, largest raised atoll in the world. Throughout the islands, unparalleled opportunities are to be found for sailing on bare-boat or skippered yacht, deepsea and fly-fishing, as well as a wide diversity of diving and snorkelling experiences for the expert and novice alike. From Mahé, the nation’s islands extend 100km north and 1,700km to the south-west. Between 15 minutes’ and one hour’s flight

time from Mahé, several of our select island getaways offer accommodation in well-appointed hotels and resorts ranging from sumptuous five-star luxury to rustic lodges possessing a natural and homely elegance. The rich variety of hotels and guesthouses, each with its own brand of welcome, will seduce the visitor with the charms and rhythms of a refreshing island lifestyle full of the sights, sounds and flavours that are typically Creole. Seychelles. Never before has the discerning tourist seeking tranquility been offered such diversity in one destination.

Glynn Burridge | Copywriter, Seychelles Tourism Office

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British Marine Federation

Supporting the interests of the leisure marine industry The inland waterways are a key contributor to UK tourism. More than 300,000 people enjoy canal boating each year, while the inland hire industry has an annual turnover of £87.45 million and employs over 1,500 full time employees. With an estimated 233 British Marine Federation members involved in Tourism, the BMF (the national trade association for the UK leisure marine industry) has created a strategy that sets out how we can support, promote and raise the profile of members. Core to BMF’s Tourism Strategy is ensuring members are fully informed of government tourism-related policy, able to benefit from any available support and to make representations to influence Government policy. At the same time we also represent members’ interests to relevant Government authorities and other key tourism organisations. Raising the profile of boating related tourism also takes a prominent place in our activity. A guide to Cruising on the River Thames was recently produced for business and boat owners along the Thames and its connecting waterways. This followed partnering with the Environment Agency and also Tourism South East on the very popular www.visitthames.co.uk website providing information to all recreational users of the Thames. Setting Standards Following the proposal from the Government’s Tourism Strategy to create Thematic Tourism Bodies (TTBs) to promote specific sectoral interests alongside Destination Management Organisations (DMOs), the BMF has been encouraged by Tourism Minister John Penrose to meet with VisitEngland and promote leisure boating as the first ever TTB.

Ensuring standards is important to preserve the quality of the inland waterways and the level of tourism that can be enjoyed. Again, working with VisitEngland, BMF continues to support and develop a Boat Grading Scheme designed to help boaters choose the right boat for their holiday needs. Like the hotel industry, the scheme uses a star rating to reflect the levels of service, quality of facilities and comfort of the boat, and covers BMF keeps communication channels flowing narrowboats, cruisers and hotel boats across including for example lock restrictions, is England’s waterways with similar schemes put in place which will allow boating to in Scotland and Wales. be enjoyed this season.

Picture: ©Jenny Rollo

Engaging with Government Tourism on the inland waterways would not stay the success it is without continual lobbying activity and working to control operational issues for the benefit of inland boating businesses. Following the government’s decision to move British Waterways to the third sector under the Canal & River Trust, the BMF has led a campaign on behalf of the inland leisure marine industry to safeguard the interests of inland boating. The drought that is already affecting many parts of the UK looks set to continue throughout the summer.This will strongly affect the leisure marine industry as, quite simply, no water in the rivers or canals means no boating.The BMF has been working closely with British Waterways and the Environment Agency to ensure a sustainable mechanism,

‘Tourism on the inland waterways would not stay the success it is without continual lobbying activity and working to control operational issues for the benefit of inland boating businesses.’

Brian Clark | Environment and External Relations Manager, British Marine Federation

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The BMF has also worked with Water UK throughout the drought situation, on behalf of its members, to overturn a possible ban on the use of hosepipes to wash down boats. After lengthy discussions with Water UK (representing all major UK water and wastewater suppliers) in the face of a possible hosepipe ban, BMF can confirm that the washing of private and commercial boats for Health & Safety reasons is exempt at this stage of the drought, with the government recognising its importance to minimise the spread of invasive non native species. Lobbying was also instrumental in minimising the impact of changes to the procedures for the use of red diesel in private pleasure craft, which took effect from 1 April 2012. All these activities are crucial to allow our 1,500 members to continue providing the boats, marine equipment, facilities and services that enable nearly 3.2 million people to enjoy boating and water sports on the coast and inland waterways of the UK.

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Case study

Greener boating holidays in the Broads The Broads is a uniquely beautiful environment shaped by people and nature over thousands of years. It offers an experience unlike any other, both on its rivers and lakes – the ‘broads’ – and alongside them on peaceful paths and cycle-ways, and in the unspoiled villages and market towns that make up the rich tapestry of this fantastic place.The Broads is internationally important both for its wildlife and for the distinct and precious character of its fragile environment. Water is at the heart of everything, but there is so much to do on land as well. Boats can sail into the heart of the wonderful historic city of Norwich, or else tie up at the bustling sea-side resort of Great Yarmouth, mile upon glorious mile of Norfolk’s sandy beaches are only a short walk from some of the moorings. It is an ethereal place where land and water, people and nature meet. With over 200 kilometres of safe, enchanting and lock-free waterways, the big skies and sparkling landscapes provide a perfect back-drop for adventure and relaxation.The famous Broads motor cruisers have been popular since the 1930s – so much so that there was a time in the 1970s and 80s when there were probably too many of them, and water quality had become a problem. Status equivalent to a National Park has changed all that, however, and the waters are pristine again, with sustainable numbers of cruisers of a much higher quality. Sustainability has indeed become a watch-word for the Broads, and Broads Tourism (the area’s fledgling DMO) has led a drive to ‘green’ the boating industry. Working closely with Green Business UK and the Broads Authority, it has pioneered a new eco-accreditation scheme for hire boats called the Green Boat Mark (GBM).

Any boatyard joining the Green Tourism Business Scheme can now put their boats forward for GBM grading, against a set of 25 criteria for a bronze, silver or gold award.These cover a wide range of issues such as hull design, propulsion systems, on-board chemicals and waste and water management. Also important is the information given out by the hirer, both on the use of the craft and on the behaviour of its crew within a protected area. Norfolk Broads Direct, which was the ‘guinea-pig’ boatyard for the scheme, now has 57 GBM-graded cruisers, including the first hybrid-powered vessel in the Broads, and Richardsons Group, the largest boat company in the area, is awaiting grading for its 300+ craft. Land-based accommodation in the Broads ranges from friendly campsites, caravan and tourer parks and farmhouse B&Bs to indulgent country house hotels.

‘There has been a ‘feel-good’ factor at large in the Broads tourism industry in recent years which is emphatically not related to complacency. It springs from a cross-fertilisation of ideas that has developed from tourism businesses getting together across sector divisions and bouncing ideas off each other’

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Issue 150 Summer 2012

There is also a great and growing range of cottage and lodge accommodation to be found. Often these properties are close to the water, and some of them even come with a day-boat included. There has been a ‘feel-good’ factor at large in the Broads tourism industry in recent years which is emphatically not related to complacency. It springs from a cross-fertilisation of ideas that has developed from tourism businesses getting together across sector divisions and bouncing ideas off each other. Working closely with the Broads Authority has resulted in everyone becoming a winner – the businesses, the environment and the visitors as well. The businesses understand that their prosperity depends to a large degree upon the quality of the environment in which they operate, and it is in their interests to help to look after it. Some businesses adopt ‘green’ tourism because it is in their owner’s DNA to begin with. Many, however, have never thought about it until prompted, and it is really interesting to observe the journey on which they embark. Profit often starts as the prime motivator, but quite often it comes in second place to a wider commitment for the good of the destination itself. Bruce Hanson MTS | Head of Tourism Development, Broads Authority

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UK Inland Boating

Improving quality keeps the holiday market buoyant Although the size of the holiday fleet has reduced considerably since its peak in the 1980s, the UK’s inland waterways remain a key part of the domestic tourism offer – and those operators who have adapted and moved with the times are enjoying a new-found success, sharing in the renaissance of the ‘staycation’ over the past few years. A UK boating holiday is not always the simplest type of break to sell to the British holidaymaker.There remains a perception amongst some that boating is like camping in the 1970s – basic, rough-andready and not terribly aspirational. The truth could not be more different. Today you will find dishwashers, power showers, Wii consoles and plasma TV screens with satellite television on board sleek, modern and attractive craft. Just as with the rest of the domestic tourism sector, customers want more for their money, and are demanding accommodation which is at least as good as, if not better than, they have at home. Fortunately, our boatyards are responding with increasingly special craft. Just last month I was in Rugby to see the launching of Sapphire, the newest narrowboat in the Hoseasons fleet. A 67ft boat for just four people, she offers accommodation with luxurious fixed beds with Egyptian cotton bedding and plasma TVs rising from the foot of the beds at the touch of a button; en-suites to each cabin with power showers and quality toiletries; underfloor heating throughout and in the galley a fridge & freezer, a wine cooler and a dishwasher. Sapphire may be the top end of what is on offer, but these luxuries are quickly filtering down to the rest of the fleet.

Despite the economic downturn, five-star boat building continues on the Broads and canals, and this is vital for the vibrancy of our waterways. New boat building helps shore up the income of bodies such as the Broads Authority and British Waterways, and that in turn ensures that the waterways are kept in pristine condition to attract holidaymakers. So given that the product has changed out of all recognition, how can we ensure that perception keeps up with this change? For those who have never experienced a boating holiday, and equally for those whose only experience may have been in the more basic offerings of the past, our task is to re-educate and to spread the word, not least because boating can be used as a useful hook into destination UK as a whole. Once again, rethinking how we do things is the answer. At Hoseasons, we are making wide and effective use of social media, and in particular video content, to

‘We are also constantly looking for new ways to attract people to the UK’s waterways who might not actually feel a holiday afloat in the traditional sense is for them. Lodges and cottages in waterside locations are increasingly popular, and many come with day boats to encourage people out onto the water’

Pali Badwal | Vice-President for Lodges, Parks, Boating and Apartments, Hoseasons

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help show people as well as tell them what is on offer on the UK’s waterways. We are also constantly looking for new ways to attract people to the UK’s waterways who might not actually feel a holiday afloat in the traditional sense is for them. Lodges and cottages in waterside locations are increasingly popular, and many come with day boats to encourage people out onto the water. We would love to offer – and could sell many times over – more houseboats on our rivers and canals, but achieving planning permission for these is problematic. Planners need to distinguish between applications for holiday houseboats as opposed to residential houseboats, about which they appear to be less than enthusiastic. Holiday houseboats can provide income and increased visits to our waterways areas, and we would like to see a more flexible approach to approving the development of such facilities. At a time when many Britons are stressed, a slow-paced boating holiday is the ideal tonic, and it also taps into an appetite for holidays which are ‘greener’ and which get back to nature. Keeping our waterways vibrant is a key part of marketing domestic tourism as a whole; fortunately for the industry as a whole, that vibrancy seems to be alive and kicking.

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London’s River

One of London’s great venues London’s Lifeblood If it were not for the River Thames, London would not exist in the form that it does today.The Roman city Londinium grew up around the point of the river that was easiest to cross and where the Romans eventually erected the first London Bridge. Through its history, the Thames has brought life to London. During the days when Britain was a heavily industrial country, the docklands in the East End were the gateway to trade with the world.This commerce made London the rich and internationally important city it is today. Presently, the Thames remains at the heart of what brings people to London. It lends itself as a venue in many forms, whether sailing along it, flying across it or competing on it, the River offers the perfect stage for a plethora of spectacles which continue to lure visitors to the capital’s famous banks time and time again. It also signifies the heart of the city, pumping visitors and residents alike along its capillaries and back again, providing a fast and convenient way for commuters to get from one part of the city to another as well as offering many different forms of recreation, both on the river and along its banks. Celebrations on the River As London prepares to take the spotlight on the global stage this summer, the River Thames is already gurgling in anticipation for its own crowning moment as it carries a flotilla of 1,000 boats from Battersea to Tower Bridge led by Her Majesty Queen Elizabeth II for her Diamond Jubilee.This monumental event is expected to draw over 1 million spectators revelling along the banks of the river during this focal point of the Jubilee festivities, and will at the same time give visitors the chance to witness a recordbreaking attempt for the capital. It forms part of London & Partners’ World Record London bid to make London a multi-record breaking city in the run up to London 2012. Global interest events have a long-stand-

Credit: Joseph Bennett

Impression of the Royal Jubilee barge ‘Gloriana’ ing history with the River Thames including the prestigious annual Oxford and Cambridge Boat Race drawing 100,000 spectators, the New Year’s Eve Fireworks attracting 250,000 celebrants as well as further events from across the fields of sport, music, culture and the arts including the yearly Mayor’s Thames Festival. Echoing the diversity of the city through which it runs, the river is heralded for events such as the Doggett’s Coat and Badge Race, the oldest annually contested event in the British sporting calendar, to cutting-edge, high adrenalin events such as the Red Bull Air Race. 2012 River Specials Serving as cultural, sporting and corporate venues to compliment the Games, the region’s rivers and waterways will be a real focal point this summer. Showstopping water-based attractions include the Olympic Canoe Slalom event on the River Lea at the Lee Valley White Water Centre as well as the Rowing and Canoe

Sprint events at Dorney Lake in Eton; the daily spectacle of Sail Royal Greenwich’s Tall Ships plying the Thames throughout the Games and the BT River of Music, welcoming the world to London with a spectacular weekend of free music representing all 205 competing nations at landmarks along the River Thames. That’s not to mention the National Organising Committee Houses that are choosing to make the River Thames their home during London 2012 including Casa Brasil at Somerset House and the French Olympic Village at Old Billingsgate. These two historic venues kissing the Thames will open their arms to visitors celebrating each country’s success at the Games, whilst getting a flavour of their local culture through events, pop-up restaurants and shops. As part of London that is steeped in history, offers stunning views, and is suitable for business as much as it is for the leisure visitor, the river is a mouth-watering prospect for those who are looking to be inspired.

Iain Edmondson | Head of Major Events, London & Partners

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Skills and opportunities

Don’t water down your welcome Boats and tourism doesn’t just mean private yachts and traditional cruise ships. The UK waterways industry is a small but important sector of the tourist landscape, representing approximately 65,000 leisure boats throughout the country and offering opportunities for people looking for a specific kind of work. People 1st, the sector skills council for the hospitality, passenger transport, travel and tourism sector, is releasing its first major report on the passenger transport sector, State of the Nation 2012 Passenger Transport.This report has highlighted that while UK waterways employs just 2,000 people across the UK, the skills opportunities and challenges it faces paint a familiar picture. When it comes to recruiting, UK waterways businesses have two very different needs – technical skills for the staff manning the operation of the ship or boat, and people skills for the staff interacting with the customers. While the industry reports few problems finding the former – despite the very specific requirements – the latter is proving harder to find. This is because the industry tends to invest in technical training rather than focusing in developing ‘softer’ skills like customer service skills; all skippers must have a licence but they don’t necessarily need to be trained in customer service. Yet in many cases, the two cross over.The skipper of a leisure cruise on the River Thames is often also the person making announcements to customers and passengers, so customer service is becoming increasingly important. A great example of how important good communication and people skills have become can be seen in a recent advertisement on the British Waterways website. It specifically focuses on customer service and the job title itself is ‘Customer Service Superstar’. Such an emphasis places UK waterways in the same company as its hospitality and tourism counterparts, with the whole industry crying out for staff with

Brian Wisdom FTS | Chief Executive, People 1st

customer service skills. Celebrity chef Heston Blumenthal summed this up recently when he said that if the service in a restaurant is fantastic but the food is not great, customers are still likely to come back. Conversely, if you cook a great meal but the service leaves something to be desired, the likelihood of someone returning diminishes dramatically.The same principle applies to businesses working in passenger transport and tourism. So where do the opportunities lie for both people wanting to enter the industry and waterways businesses themselves? While the industry employs a relatively low number of people, there are a lot of volunteer positions available and this is a great way to find out more about the industry. There are also possibilities to learn on the job and offering apprenticeships is a good way of unlocking some funding support and helping people to learn while they earn.The Passenger Boat Association is working with the Maritime and Coastguard Agency to develop an

Issue 150 Summer 2012

apprenticeship framework that could see careers within the sector rise. People 1st is also looking for small businesses to come together as part of an apprenticeship training association, even if those businesses are too small to offer apprenticeships in their own right. Businesses should also seek to balance ‘on the job’ training with short but effective programmes like the WorldHost customer service programme. WorldHost provides an understanding of the basic principles of customer service, but also helps staff to act as tourism ambassadors or to serve specific groups, including disabled customers and diverse cultural groups. More information about the programme is available at www.worldhost.uk.com. This summer, the Diamond Jubilee and Olympic Games will draw the attention of the world to the importance of the river Thames as a transport artery for major events and tourism. Now is a good time to ask whether our waterways staff are as well prepared as their counterparts in railways, airlines and bus companies. If the answer is no, there is still time to act.

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Destinations

The importance of the waterways It could be considered that the whole of the 2,200 miles of inland waterways that British Waterways, soon to be ‘The Canal & River Trust’, manages is one large linear destination, attracting 13m visitors a year. Whilst this is partly true, we know that waterways are appreciated at a much more local level and form a valuable contribution to the tourism product of a destination. When the canals were originally built they were constructed by individual private companies, each bringing their own style of engineering and construction, which has left us today with a wonderfully diverse legacy of cultural heritage, picturesque scenery and the opportunity to take part in a variety of recreational activities – for free. Over the decades since the renaissance of canal restorations took hold, the general appeal of canals has moved from being the preserve of boaters and fishermen to attracting a varied mix of visitors from holiday hire boaters and day visitors enjoying a stroll along the towpath or a cycle ride, to local leisure visitors who may jog or walk the dog or use the towpaths as a more attractive route to the shops or work. Our recent research shows that the top three reasons for visiting the waterways are: they provide a haven for people and an escape from everyday life; they are a haven for wildlife; and to be on or close to the water. Some iconic structures on our network have become destinations in their own right, such as the Pontcysyllte aqueduct (now a World Heritage Site), Anderton boat lift and the Falkirk wheel, and each has a cluster of additional facilities such as cafes, boat hire and visitor centres to lengthen the stay. But in general the waterways play an important part in the vibrancy of wider destinations. Following extensive regeneration of Birmingham’s city centre canals in the 1980s and 90s, totalling some £1 billion, the revitalised network is a focus for a bustling mix of bars, shops, restaurants and attractions all centred on the water and draws some 3 million visits a year. These redeveloped canals constitute the key marketing image and a unique selling point of Birmingham, benefiting the wider tourism and leisure industry and the

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competitiveness of the city from a quality of life perspective.The canals are also cited as one of the top reasons to visit the city. The development of strong partnerships has been vital to the growing popularity of the waterways. British Waterways is often a small landowner and the development of a destination or area is only possible through partnership. In Wales, for example, a range of partnerships have been developed between British Waterways, the Welsh Assembly, local authorities and voluntary groups, all with the shared understanding that the Welsh canals have a fundamental part to play in the country’s sustainable economic growth, acting as a powerful catalyst to regeneration. For example, the creation of a new mooring basin at Llangollen alone has delivered new tourism spend of £250,000 annually and drives 38,000 additional holiday visits and 163,000 new

Issue 150 Summer 2012

day visits to the destination town of Llangollen. An independent study has found that the canals in Wales give rise to some £34 million visitor expenditure per year and support around 800 full-time equivalent jobs. Waterway visitor numbers are increasing and at the time of the review stood at 7.6m.The visitor experience also improved through the creation of better quality facilities and improved customer service.The Welsh waterways are now a cornerstone of the Welsh visitor economy. Now more than ever, with the reduction in traditional funding and as British Waterways moves into the third sector, the involvement of local stakeholders in realising the potential of their local waterways is vital in ensuring that they play a part in shaping development and benefit from the tourism potential of a destination. Nicky Lister MTS | Marketing manager, British Waterways – West Midlands

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Consultants Network

City Waterfront I am writing this article on the centenary day of the sinking of the Titanic, a ship built in Belfast, a city which now boasts impressive new waterfront developments including the new Titanic-inspired visitor attraction. Belfast is one of many places where waterfront regeneration is playing a pivotal role in repositioning the city and offers huge potential for cultural tourism. Over the last 20 years – and in many cases after years of neglect and decline – waterfronts across the UK have been transformed into business, leisure and cultural centres.Tourism has contributed to this success and benefited from it. Why tourism and waterfronts? People are drawn to water.They like to watch activity on it, walk along the quayside or get out on the water and explore. Water offers peace, bustle, vistas and reflections, it has a universal appeal and is filled with stories of exploration and discovery, the excitement of arrival and departure, new beginnings, lost friends, battles fought, goods traded and the exchange of cultures. City waterfronts usually offer plenty of open space.That means space (on land and on the water) for large outdoor festivals and events to raise destination profile and provide a reason to visit. It means space to develop iconic new buildings and bridges to deliver a new skyline; spaces that make a very visible statement about a place and its aspiration and commitment to quality of design; space to redefine what the city is all about and to use its history to shape its future. Major high profile cultural projects that challenge public perceptions about a place are often part of that mix, such as The Deep in Hull or the Sage in Newcastle Gateshead.These projects generate visitors and tourism revenue to help make the case for investment but also increase local pride and engage with communities in creative programming. Waterfronts typically have a naval or an industrial past, sometimes both, which has created a legacy of dramatic buildings and

Plymouth’s waterfront big warehouses that can be brought back into productive new uses and provide exciting spaces to work with. The investment in waterfronts is huge; typically the headline success of that is measured by leverage (the ratio of public to private sector investment) and in numbers of jobs. For example, there has been over £1 billion invested in Belfast waterfront with a public:private leverage of 1:5. That investment has created 14,700 jobs. In 2010, there were 25,761 jobs on Salford Quays, a huge increase on the 255 jobs in 1987 just after the docks closed. However, it is often difficult to separate out the tourism contribution to these achievements and we know that tourism tends to perform less well than several other sectors on job creation. Number crunching is only one way to measure success and it can be a blunt instrument.Visitors want distinctiveness,

authenticity and quality.Tourism can provide rationale for investing in that and help deliver benefits enjoyed by everyone. It also makes sense to value the processes that enable and sustain these great environments and to acknowledge the role tourism plays in supporting them. One good example is in Plymouth; the city has set up a Waterfront Partnership – now a Business Improvement District – to help realise the visitor potential of its spectacular waterfront location.This is a great way for more stakeholders to become directly involved in shaping the future of the waterfront. Trawling through assessments of recent waterfront regeneration programmes, I was encouraged to see some acknowledgment of the role process, engagement and partnership play in delivering success though I would like to see more evaluation of these factors. It is an area where the tourism sector has a lot of experience and a strong role to play.

Michele Grant MTS | Director, Blue Sail

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Membership News Review of Spring 2012 Members’ Survey The responses to this year’s annual survey of Society members confirmed two things: I Networking opportunities and developing business contacts were the main reasons that people join the Society I There is a strong wish to see more activities taking place outside London We asked people to indicate the importance of various membership benefits and it was the meetings and events organised by the Society that clearly came out at the top of the list, with 42% of respondents describing them as ‘most important’.Traditional benefits such as discounts were equally clearly seen as the ‘least important’. Although the message here is clear, there is still value in being able to offer our members attractive benefits through collaboration with selected businesses and suppliers and we will continue to do so. However, organising interesting and informative meetings should be the area we concentrate on, with quality not quantity in mind given that 74% say they are happy with the current number of events.

Seven questions in the survey dealt specifically with the journal, asking about its appeal, content and design.The majority of respondents (71%) were happy to read the journal in paper format and 75% were happy with the design and layout. In the more detailed responses there was a small majority of positive comments describing what members thought of the content with ‘informative’ being the word most commonly used. On the other side there was a wish to see articles that were more challenging and controversial. Overall, the majority of respondents were ‘quite happy’ with both the level of communication (48%) and quality and content of information (45%) that is sent out by the Society. This is certainly encouraging, and keeping members up to date with industry developments and information is one of the key responsibilities at the Secretariat. Active involvement of members in helping to produce the information is also very important, and the points raised in the survey about regional and national chapters show that 57% feel they would be more involved in Society activities if

there was a chapter in their area.This would help stimulate events, networking and discussion locally and generate information and updates for the Secretariat to distribute. With the majority of respondents who had never attended a Society meeting giving ‘venue location’ as their reason, establishing active local chapters to provide accessible events is an important area. Please contact the Secretariat if you would like information on how to set up a chapter. Finally, it was good to see that 79% of respondents would recommend joining the Society to a colleague. If 79% of our members could each encourage just one new person to join this year they would generate significant growth for the Society, at the same time extending the depth and breadth of the Society and increasing the value of membership to others. The complete set of responses can be seen by going to the Research and Statistics section of our website (found in the My Account menu once you have logged in).

May

July

November

10th

12th

1st

MICE (Meetings, Incentives, Conferences and Events) & Business Travel:The UK v. The Emerging Markets, Strand Palace Hotel, London

Tourism Society AGM and Annual Conference, Bloomsbury Hotel, London

Backpacking Unpacked, University of Surrey

17th

Does Recession mean the end of responsibility in tourism? In association with TravelMole, MacIntyre Hudson offices, London

Tourism Society/UNWTO Debate, World Travel Market

Events Calendar

Will there be high street agents in five years’ time? In association with Travelmole, London 22nd The Green Economy – Is Tourism maximising its potential? Whitehaven, Cumbria 24th TMI Hot Topic 2012: Digital Destinations, TechnoCentre, Coventry

13th

Do destination websites work? In association with TravelMole, London

Cruising, is it beneficial to all destinations? In association with TravelMole, London

Will UK tourism and Tourist Boards ever engage in travel? In association with TravelMole, MacIntyre Hudson offices, London

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29th Package Travel Regulations: Do you know where your company stands? Macintyre Hudson offices, London

October

21st

Tourism,Technology and Social Media, London

Future You, in association with ITT, World Travel Market 22nd

11th

27th

8th

September

June Are all-inclusives good or bad? In association with TravelMole, MacIntyre Hudson offices, London

7th

24th

December 5th President's Debate and Christmas Reception, London

Media Masterclass with TravMedia, London

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Membership News Hot days, late snow, hosepipe bans and deluges have got the year off to mixed start. With luck things will settle down as the nation enters the final stages of preparing for its summer of being the centre of the world’s media attention. Here at the Society we held a successful event looking at the effect of the Olympics on trade – Snappin’Turtle filmed proceedings and you can see the

results on our Youtube channel. Last autumn’s Media Masterclass also features. Go to http://bit.ly/I7C3e7.The video clips are a great tool for promoting the Society and highlighting the value of our events.

success, including BDRC Continental, Eurasian Linguistic Services and greenearth.travel.There will be plenty more opportunities over the coming months; if you would like to support the Society in this way please contact Christy Hehir on Christy@tourismsociety.org

Gregory Yeoman MTS | Executive Director gregory@tourismsociety.org

Our calendar is as busy as ever. I would like to thank the sponsors that have helped make our events so far this year a

From the Executive Committee The Society’s AGM and Annual Conference will take place on July 12th at the Bloomsbury Hotel in London. Following last year’s successful format, speakers from across the industry will examine three key areas of the industry – details are below and on the website.

Thank you to Flo Powell for her work as guest editor of this edition of the Society’s journal. She and the article contributors have given a very interesting overview of the importance of water-based tourism to the UK in all its forms. Cruising is well-known as a confident and growing sector, but the inland waterways offer many miles of tourism opportunities as well – definitely worth considering as a relaxing staycation option. At our Annual Dinner in April Anne Pierce MBE received the Tourism Society Award on behalf of The Springboard

We have aimed to make the event as informative and affordable as possible and look forward to seeing you there. Charity.The Award recognises Springboard’s work helping young, unemployed and disadvantaged people into careers in hospitality, leisure and tourism over the past 20 years.

Andrew Bateman MTS | Alison Cryer FTS | David Curtis-Brignell FTS | Ken Robinson CBE FTS and Mike Jones FTS

Tourism Society Annual Conference 2012

PEOPLE – PLACES – PROFIT 11am – 5pm,Thursday July 12th Bloomsbury Hotel, London WC1B 3NN This year’s conference will look at three areas that are fundamental to the success of tourism businesses throughout our industry, with contributions from key speakers across a number of tourism sectors including accommodation, attractions, destinations, technology and transport. Customers’ expectations have changed enormously over recent years, as have the tools available for the industry to meet them and the responsibilities of organisations to look beyond the simple financial results of their activities. If you care about the industry, your business, your role and the people that work in it and buy its products, this will be a fascinating day in which you will benefit from

the knowledge and experience of industry leaders and experts and develop your business contacts. Book by the end of May to take advantage of the Early Bird rate: Society members £60 Non-members £79. From June 1st, the Society members rate will be £79 and for non-members £99. Students/retired £40. We will be organising an informal networking evening on Wednesday July 11th for those who are in London. Full details of this and the conference speakers and programme are on our website at http://bit.ly/IzaDmW, or call the office on 0207 269 9693.

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Membership News Welcome New Corporate Members Jo Isaac MTS The National Trust 01793 817 575 jo.isaac@nationaltrust.org.uk www.nationaltrust.org.uk Welcome New Members Jean Lukaz MTS Bronzetti Management Consult +233 275 315 135 jytlukaz@gmail.com John Pinniger MTS Primeword International 0207 738 6016 johnpinniger@primeword.com www.primeword.com Louise Bradshaw MTS The Cedar Court Grand Hotel & Spa 01904 380 038 louise.bradshaw@cedarcourtgrand.co.uk www.cedarcourtgrand.co.uk Rebecca Wright MTS Kingstonfirst 0208 546 1140 rebecca.wright@ktcm.co.uk www.kingstonfirst.co.uk Richard Alvey MTS Atkins Ltd 0207 121 2612 richard.alvey@atkinsglobal.com www.atkinsglobal.com Chris Little MTS Carvetii Project Services 07985 152 779 chris@carvetiiprojectservices.com

Jeremy Reed MTS British Association of Leisure Parks, Piers and Attractions Ltd (BALPPA) 0207 403 4455 jeremy@balppa.org www.balppa.org Ben Thomas MTS Penshurst Place Estate 01892 870 307 benthomas@penshurstplace.com www.penshurstplace.com Fiona Hay MTS University of the West of Scotland 01698 283 100 fiona.hay@uws.ac.uk www.uws.ac.uk Daniel Steel MTS East Ayrshire Council 01563 503 233 daniel@jfsteel.freeserve.co.uk www.east-ayrshire.gov.uk Angela Kalisch MTS University of Gloucestershire 01242 714 462 akalisch@glos.ac.uk www.glos.ac.uk Linda Walker MTS Owl Research Ltd 01259 743 885 linda@owlresearch.co.uk www.owlresearch.co.uk Christo opher Austin MTS Stoke-on-Trent City Council 07827 281 656 chrisaustin87@btinternet.com www.stoke.gov.uk

Amanda Westlake MTS Blyde tae Bide 0159 569 6537 amanda.westlake@yahoo.co.uk www.blyde-tae-bide.co.uk

Ekta Bimal Kunal Bid MTS African Sojourn Ltd +254 20 356 3028 ekta@africansojourn.co.ke www.africansojourn.co.ke

Jon Tee MTS Beaulieu Enterprises Limited 01590 612 345 jon.tee@beaulieu.co.uk www.beaulieu.co.uk

Dr Constantia Anastasiaadou MTS Napier University 0131 455 4635 c.anastasiadou@napier.ac.uk www.napier.ac.uk

Katerina Burgess MTS Eurasian Linguistic Services Ltd 01344 894 500 ask@eurasianlinguistics.com www.eurasianlinguistics.com

Welcome New Students Blerton Hyseni University of Greenwich blerton_2000@hotmail.com

Peter Wear MTS Salon Hospitality Consulting LLP 0208 295 0706 peter.wear@salonconsulting.com www.salonconsulting.com Peter Wild MTS G. P. Wild (International) Limited 01444 413 931 peterwi@gpwild.co.uk www.gpwild.co.uk Marilyn Larden MTS Sustainable Travel International 07802 213 931 marilynl@sustainabletravel.com www.sustainabletravelinternational.org

Urmila Chooramun London Metropolitan University priyachooramun@gmail.com Mira Kaufmann Middlesex University mira_kaufmann@web.de Jane Roy University of Edinburgh jaroy@btinternet.com Rominaa Portela University of Surrey rp00086@surrey.ac.uk

Chris Stone MTS Manchester Metropolitan University 0161 247 2745 chris.stone@mmu.ac.uk www.mmu.ac.uk

Notice of Annual General Meeting 2012 Notice is hereby given that the Annual General Meeting of The Tourism Society will be held at the Bloomsbury Hotel, London,WC1B 3NN on Thursday 12th July 2012 at 10:00am for the following purposes: 1. The Executive Director to read the notice convening the meeting. 2. To receive apologies for absence. 3. To receive and, if agreed, to adopt the Minutes of the Annual General Meeting held on Tuesday 5th July 2011, previously circulated. 4. To receive and consider the reports of the Board and of the Sections Groups and Chapters for the year ending 31st December 2011. 5. To receive and consider the Accounts, Balance Sheet and report of the Auditors for the year ending 31st December 2011. 6. To appoint the auditors at a fee to be agreed by the Board. 7. To elect members of the Board. 8. Any Other Business. By Order of the Board Gregory Yeoman Executive Director May 1st 2012

www.tourismsociety.org

Issue 150 Summer 2012

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