• Victoria Tourism Industry Council (VTIC)
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New VIS Guidelines Opening Hours come into effect 01 December 2017

15 /11/ 2017 Comments are Closed

At a recent VIS Reference Group meeting it was decided that revised VIS Guidelines opening hours be brought forward, to take effect from 01 December 2017. This was explained as is quieter for many Centres and an opportunity to take a break for staff and volunteers.

The new hours as set out in the revised Guidelines are:

3.1 OPENING HOURS

Note: exemptions or changes to operating hours will be determined by ATAP Victoria on a case by case basis, based on demonstrated visitor needs.

Hub VIC

Minimum 42 hours per week.

Seven days per week.

Minimum six hours per day.

Core operating hours 10am-4pm.

Can exclude Christmas Day, Good Friday, and ANZAC Day at the manager’s discretion.

Encouraged to extend hours to meet the needs of visitors especially over peak periods and public/school holidays.

It is preferable to be open 7 days per week, 8 hours per day between the hours of 9am and 5pm, with longer hours based on visitor demand.

Satellite VIC

3.2.1 As per Hub VIC.

Seasonal VIC

3.3.1 As per Hub VIC for the duration of the service/season.

Ancillary

3.4.1 Consistent opening hours which must be pre-determined as part of the Accreditation application/renewal.

Pop-up

3.5.1 Variable opening hours based on events and location activities. Expected number of engagements and times of operation should be included as part of the Accreditation application/renewal.

Ambassadors

3.6.1 N/A.

Digital

3.7.1 A 24-hour response time must be adhered to for all two-way communications during business hours, with preference to two hours during operational hours. Use of auto-reply is satisfactory.

Static display

3.8.1 N/A.

3.2 COMMUNICATION OF OPENING HOURS

Hub VIC

Must be clearly displayed during and outside normal operating hours. Must be communicated on the recorded telephone message and automated email response and communicated on all Digital Platforms (e.g. Facebook, website, Trip Advisor page, Visit Victoria listing).

Satellite VIC

As per Hub VIC.

Seasonal VIC

Must be clearly displayed at site.

Ancillary

Must be clearly displayed at site.

Pop-up

Desirable.

COMMUNICATION OF OPENING HOURS

Ambassadors

Desirable.

Digital

Desirable.

Static display

Desirable.

3.3 ACCOMMODATION OPTIONS

Hub VIC

Must be available and visible from outside the building after hours (phone numbers or web links) – option chosen must be accessible by majority of visitors.

Satellite VIC

As per Hub VIC.

Seasonal VIC

As per Hub VIC.

Ancillary

Desirable.

Pop-up

N/A.

Ambassadors

N/A.

Digital

Desirable.

Static display

Desirable.

3.4 EMERGENCY INFORMATION

Hub VIC

Must be displayed and visible from outside the building. Must include emergency contact numbers and other appropriate information (e.g. police, ambulance, hospital), including the www.emergency.vic.gov.au website.

Satellite VIC 

As per Hub VIC.

Seasonal VIC  

As per Hub VIC.

Ancillary

Desirable.

Pop-up

N/A.

Ambassadors   

N/A.

Digital   

Desirable.

Static display       

Desirable.

LOCALITY MAPS

Hub VIC

Must be clearly displayed and visible from outside the building.

Satellite VIC

As per Hub VIC.

Seasonal VIC     

As per Hub VIC.

Ancillary

As per Hub VIC.

Pop-up 

N/A.

Ambassadors     

N/A.

Digital   

Desirable.

Static display

Desirable.

For further detail, please refer to the: Victorian Accredited Visitor Information Servicing Guidelines

Paul Corrigan

About the Author

Paul Corrigan

Paul Corrigan, at VTIC, manages the Victorian branch of the Australian Tourism Accreditation Program. Accreditation programs include Visitor Information Services, Camp & Adventure Activity Provider, General, and Star Ratings Australia. Paul has 14 years’ experience in delivering tourism industry development programs and working in the private sector on business development and operations.

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