1. WELCOME
Image of VIC on screen & then Steve enters room & puts Football head gear on challenges audience with a number of Truth questions.

2. Truth Time Our Story > ideas/takeouts
Are you banging your head against a Brick Wall with Council/LTO/RTO/Industry/Community in valuing what you do?
Have you got a sustainable VIC & Tourism model?
Are you adding value to Council, your Business stakeholders & Community?
Have you got a value proposition & point of difference?
How can I help?
Our Story > ideas/takeouts
Steve asks first question & then puts on football head gear and suggests that audience members buy one if this is the case.

4. Our Story
OUR JOURNEY
Golden Fleece Service Station > Mittagong VIC > 21 yrs ago
12 yrs ago > Tourism Summit > Tourism Strategy
Re-Positioning/Re-Branding/Re-Engineering
Community/Industry/Council Engagement
Education > Value of Tourism
Defer cost from Council
Enlist ‘Champions’
Review Model
Research – major priority!
Quick snapshot of our journey

5. Our Challenges
How do we engage with prospective visitors before they arrive & when they get here?
How do we build a relationship with them?
How do we boost productivity through old infrastructure & be sustainable (Fit For Future)?
How do we grow Visitation to our VIC & increase sales?
How do we expand Councils & our Destinations message & service delivery?
Are you FUTURE PROOFING your VIC?
Our Challenges
Firstly, we asked ourselves a number of questions:
How do we engage with prospective visitors before they arrive & when they get here?
How do we build a relationship with them?
How do we boost productivity through old infrastructure & be sustainable (‘Fit For the Future’)?
How do we grow Visitation to the VIC & increase sales?
How do we expand Councils message & service delivery?
How do we FUTURE PROOF our VIC?

6. Our Strategies Fit 4 Future Whole of Place Management Approach
Become ‘Destination Practitioners’
Relevant to Council & other Stakeholders = Community, Industry, Visitors & Businesses
Team Approach – ‘Team Southern Highlands’
Partnerships
Reinvent – Product Development > Events/Experiences/Services RESULT? = Changed our Business Model
VIC has become a DESTINATION HUB – ‘Concierge Service’

7. Explain our current Business Model

8. Our VIC Destination HUB – ‘Concierge Service’
New Branding – Destination Southern Highlands = Whole of Destination Approach
Southern Highlands Welcome Centre NOT just a Visitor Centre
Providing Visitor , Lifestyle & Business Services
VIC Upgrade – “interactive” = reflect positioning, technology, products & experiences
Welcome Centre reopen Sept week $150k
Events = VIP Red Carpet Day, Wine Time, Melbourne Cup Visit, Thematic Months, Meet the Operator etc
Local produce & products = ‘Proudly Southern Highlands’
Upskilling, Staff Training, Motivation & Empowerment of Staff

9. Our Customer Service
Innovative, leading edge, best practise = ‘Futuristic’
Value Add experiences
Old fashioned ‘Golden Fleece’ Service = CONCIERGE Approach
Our Customer Service Philosophy = engaging, personal & tailored = going the Xtra Mile = VIP experience = use latest technology & assets to deliver excellence in service & information

10. “BRICKS & CLICKS” Approach
OUR NEW MODEL =
Destination HUB +
CONCIERGE Service
DIGITAL Assets
OUR NEW MODEL = Destination HUB + CONCIERGE Service + DIGITAL Assets
‘BRICKS & CLICKS’ Approach
• 2 years ago we developed a new innovative VIC Model to expand our service delivery from solely focusing on tourism visitation to assisting with ‘Tree Changers’ to Business Startups & the introduction of a ‘Concierge’ approach to servicing through to creating a digitally smart Centre.
• Our new model is about being relevant in a digital age and also creating a point of difference in Visitor Servicing.
• We have partnered with Federal, State, Local Govt along with Business Groups & provided them a venue to do business and service customers via availability of Hot Desks & a Meeting Room in a Destination ‘Showcase’ Centre.
• Before we moved forward with the introduction of a smart Centre we needed to get our digital platform in order.
“BRICKS & CLICKS” Approach