Visitor Behavior and Management

This report discusses how Destination NSW collaborates with international experts to develop strategies for increasing tourist inflow to regional areas of NSW. It explores the strategies undertaken by Destination NSW, such as putting the visitor first and investing in infrastructure. The report also provides recommendations for training and development, developing handloom and handicraft industries, and promoting rural and ecotourism.

Running head: MANAGEMENT
VISITOR BEHAVIOR AND MANAGEMENT
Name of the Student:
Name of the University:
Author’s Note:

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Executive summary
Destination NSW is one of the well-known Government agencies that help in connecting the
regional communities with International tourists. They make sure that their valued customers are
not being cheated in return for the money paid by them. In other words Destination NSW makes
sure that they are able to satisfy their customers in all the ways possible. Their main motive is to
develop the regional and the local areas of NSW. This report has dealt with how Destination
NSW collaborates with the International experts of the travel and tourism department to find out
the dynamic strategies for developing tourist inflow to the regional areas of NSW.

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Table of Contents
Introduction......................................................................................................................................4
Findings...........................................................................................................................................4
Strategies Undertaken by Destination NSW....................................................................................5
01. Listen. Understand. Act.........................................................................................................5
02. Support regional decisions. Back regional NSW..................................................................6
03. Put the visitor first.................................................................................................................6
04. Support, bolster and encourage the visitor economy.............................................................7
05. Invest in infrastructure...........................................................................................................7
06. Make opportunities to support growth...................................................................................8
Conclusion.......................................................................................................................................8
Recommendations............................................................................................................................9
Appendices....................................................................................................................................11

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Introduction
Destination NSW is one of the most well known and leading Government owned tourism
agencies that work in New South Wales Australia. They have worked in funding out many
strategies that helped to increase the tourist visit and expenditure in NSW overnight. Visitor
economy refers to the economy of any country or region that is influenced by the inflow of the
tourists. Their main motive is to provide a huge boost to the local and the regional communities
residing in the areas in and around New South Wales (www.destinationnsw.com.au. 2019). In
order to develop the economy of the local people, Destination NSW has to develop the quality
and quantity of the goods and services that are consumed by the tourists (Farid Uddin, 2018, pp-
1725). As the tourism industry is advancing rapidly they have started taking strategies that will
help to provide their customers with services which they will not get in any of their alternative or
competitive firms and agencies.
Findings
The unique feature that Destination NSW shows is the habit of keeping the visitors first.
In other words, they have always placed their customer's right at the center of each and every
activity that they undertake. The Managing Directors of Destination NSW made sure that they
must be able to return the value of each and every extra dollar being spent by the customers
(Credit & Foley, 2015). In other words, they have worked to give a boost to the regional and
local communities on one hand while satisfying their customers to the fullest on the other
(Guizzardi & Stacchini, 2015,pp-215).

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The other significant part of their increasing visitor economy strategy is to divide and allocate
their developmental works properly. They will be focusing over the expansion on Sydney but
their emphasis has been more on the regional and the local parts of New South Wales. In other
words, they are trying to work over the social inclusion of the people belonging to the rural,
backward and the less developed regional communities (Drew & Grant, 2017, pp-50). As per the
Visitor Economy Report and the Visitor Economy Action Plan, the rate of room occupancy in
Sydney is about 87.9% whereas it is 67.3 % in NSW. Thus Destination NSW has taken many
new strategies to make sure that they are being able to increase the inflow of tourists in the
regional areas by the rich ethnic regional flavors in the goods and services consumed by tourists.
The Government of NSW has looked over all the important strategies that have been
forwarded by the Destination NSW planning board (Jacobs et al., 2016, pp-220). Among the 34
actions and the recommendations, they have finally come to 6 important focus areas. These
actions are to be worked over and achieved fully within the year 2030. They are-
Strategies Undertaken by Destination NSW
01. Listen. Understand. Act.
This strategy is of utmost importance as the Destination NSW has decided to take up the
help from all the tourism experts In order to achieve their target by 2030 and to make sure that
they are being able to boost the economy of the regional communities, they have to follow the
method of constant development (Hristov, 2015, pp-220). In order to do that they planned a
schedule to meet with the minister of tourism for 4 times a year in order to conduct discussions
about the proceedings.

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Nature-based tourism and tourism infrastructure strategies have been established in order to
increase the flow of visitors. Ecotourism is one of the important strategies used by Destination
NSW in order to help tourists embrace the natural and the regional beauty of the places.
02. Support regional decisions. Back regional NSW
This strategy includes the breaking down of the funding system into short term funding so that
all the developmental activities can get a regular and free flow of money. This will ensure that
the destination management plan is taking place properly without any kinds of a hindrance
(Seiver & Matthews, 2016, pp-1299). The other important aspect of this strategy is to develop a
popper connection and networking facility between the regional heads and each destination sites.
Each destination site is to be assigned with an NSW regional staff having the apt skills and
knowledge to help the residents living the regional areas.
03. Put the visitor first.
This is one of the most important strategies to survive in the modern tourism industry.
The customers are now looking for easy and comfortable booking systems. Using the digitalized
and advanced scientific methods is one of the most sought after facility in the tourism sector. The
strategy of keeping the visitors first mainly aims at providing all the possible comforts to the
employees (Tolkach, King & Whitelaw, 2016. pp-119). Facilities like online tourism
applications, webpages, and other such facilities help the tourists in getting detailed information
about tourist places very easily.
Mobile marketing is an important part of this strategy as Destination NSW tries to bridge
the gap between the local and regional communities with International tourists. Destination NSW
has collaborated with other programs like Commonwealth Mobile Black Spot Program from the

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Connecting Country Communities Fund. They have also received $39 million in order to work
over the development of the digitalized platforms of marketing. For the benefit of the tourist,
they have also undertaken developmental works over the transportation facilities. A large scale
construction work has been undertaken over the pathways connecting transports and roads to the
NSW destinations.
Destination NSW has also taken strategies like language training and development so that
the tourists and the local and regional stakeholders can communicate with each other without
facing any linguistic barriers (Wray, 2015, pp-990). Chinese and other language speakers are
being recruited for the purpose of training and development activities (Clements, 2018, pp-537).
This will ensure a free and increased inflow of tourists from different parts of the country.
Construction of tours and trails are being undertaken that helps in overcoming the geographical
barriers. Destination NSW has made sure that they are providing all the adventures like hiking,
downhill mountain biking, and other such facilities.
04. Support, bolster and encourage the visitor economy.
Destination NSW is also taking up strategies to include the people from the minority
background or the indigenous groups like the Aboriginals within their workforce. They believe
in making their workforce much more diversified so that they can meet up with the demands of
all their tourists coming from different cultural and social backgrounds. Team NSW Tourism has
been developed that helps in acting as a feedback platform. Destination NSW believes that in
order to attain success through their strategies they have to take proper feedbacks. In order to
raise awareness, they have to get skilled workers. They have started opening up more visitor
economy career paths so that the upcoming students can actually take up this course. They are

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also working over the establishments of other programs like the refugee employment support,
Hospitality Program with the Hospitality Network and many other such programs.
05. Invest in infrastructure.
Destination NSW is trying to bring many cultural developments within their
infrastructure. This will help to increase the tourist visitor economy as tourists will get rich and
ethnic cultural value. Cultural development includes a new Art Gallery of NSW that will upload
all the artifacts depicting the cultural heritage (Tolkach, King & Whitelaw, 2016, pp-18). In
order to make the tourist spots fresh and clean Destination NSW is working over the
environmental assessment guidelines. Development of eco-resorts and garden resorts are one of
the important strategies.
06. Make opportunities to support growth
Cross border opportunities have to undertake so that there is a constant exchange of
resources from a diversified workforce located all over the world. This will help Destination
NSW to analyze the tourist demands and formulate relevant strategies. Conduct a review of the
Regional Conferencing Strategy and Action Plan on a regular basis so that there can be regular
discussions and up gradations of the development that are being made (Vella & Nicole, 2018,
pp-306). Pilot initiatives are to be taken so that tourists coming from local and Global areas do
not face any trouble. Destination NSW has to continue to develop an international investment
attraction program (Penman, Robinson & Cross, 2019, pp-50). This will help them to maintain
an uninterrupted process of Growing and developing in terms of investment, exports, and jobs to
position NSW globally as an attractive location for trade and investment

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Conclusion
Destination NSW is currently doing good work in order to increase the visitor tourist
economy. However, as the competition is stiff they have to follow all the modern and advanced
means of tourism development. They have to spend more funds over their R&D departments so
that they can get detailed information about the upcoming trends in the tourism industry.
Recommendations
 Training and development facilities are to be initiated in the rural and regional places so
that the residents can be trained properly.
 The handloom and the handicraft industries are to be developed so that the Global tourists
can get the feel of the rich taste in the regional and the cultural yields.
 Rural tourism and ecotourism are to be properly developed so that the tourist can be
taken to the unexplored regions of the local community. This will not only add to the
interest and adventure of tourists but also act as an additional source of income.

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Reference
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www.destinationnsw.com.au. (2019). Destinationnsw.com.au. Available at:
https://www.destinationnsw.com.au/

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Appendices

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