• Victoria Tourism Industry Council (VTIC)
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2017 Victorian Visitor Information Centre Summit

august, 2017

23aug(aug 23)9:00 am25(aug 25)1:00 pmFeatured2017 Victorian Visitor Information Centre Summit9:00 am - 1:00 pm (25) Eastbank Centre

Event Details

Visitor Information Centre icon / VIC logo The Victorian Visitor Information Centre (VIC) Summit is the yearly meeting place for all VIC personnel, economic development staff and regional tourism bodies to get inspired, learn from best practice examples and exchange ideas.

This year marks the 17th anniversary of the VIC Summit and will be held from Wednesday 23rd to 25th August 2017. Located on the rolling hills of San Remo, the gateway to Phillip Island – Silverwater Resort will play host to the delegates for this year’s Summit. Silverwater Resort’s 170 spacious apartments can cater for all your needs with a mix of resort rooms, one, two and three bedroom apartments available.

The 2017 program will deliver a robust and jam-packed summit that will delve deep into what makes an accredited VIC successful through a combination of professional development sessions, case study presentations and keynotes that will explore what VICs look like moving forward and how they can act as an ultimate driver of economic development.

For the complete package, delegates will benefit from the multi-choice workshops along and regional study tours showcasing the host region to gain product knowledge, share ideas, experiences and best practice.

Register HERE to secure your place at this years Summit.

Download Program flyer here


WEDNESDAY 23 August                                                                                                                                                          

Join ‘one’ of our full day Regional Study Tours of the region.
9:00 am – 7:00 pm

All tours depart from Silverwater Resort, San Remo and will come together at the Nobbies Centre for welcome drinks before departing for the world famous Penguin Parade. Coaches will return to Silverwater Resort where delegates can dine at leisure.


Tour 1 | Phillip Island Taste and Thrills

Learn of Phillip Island’s rich surfing history at the Islantis Surf Experience, followed by a tour of the Chocolate Factory to understand how this business attracts and services visitors from all backgrounds for their common love of chocolate. Get your adrenaline pumping at the region’s iconic Phillip Island Grand Prix Circuit then learn how Bimbadeen Farm is expanding their agritourism experiences.

Tour 2 | Island Wildlife Explorer

Cruise along Phillip Island’s beautiful coastline which attracts nature enthusiasts from around the world for its breathtaking scenery and wildlife followed by a guided tour of Churchill Island’s historic homestead and gardens. Discover the world of magic and illusions at A Maze’N Things which is one of the region’s unique attractions before enjoying a walk through the treetops spotting koalas enjoying their natural habitat.

Tour 3 | Prom Country History & Indulgence

Admire the lush rolling hills and countryside of the Prom Country before arriving at Coal Creek Community Park & Museum. Here you will appreciate the rich history of a coal mining village spanning from the 1870s to the 1920s. Your day of discovery continues to Moyarra where you will see first-hand how the award winning hand crafted cheeses attract foodies into the region. Our final destination in Prom Country will take us to the charming village of Loch, home to the Loch Brewery & Distillery. See how this producer is attracting lovers of their specialty ‘real’ ale, famous gin, rare vodka and still to come, single malt whisky.

THURSDAY 24 August                                                                                                                                                             

9:10 am – 10:05 am            Focus today on how to be relevant in 10 years

Keynote presenter and trainer: Sadhana Smiles

As a Telstra Business Woman of the year, Sadhana understands what it takes to maintain relevance in the fastest changing business environment in history. She will explain how inspiring people, developing a positive culture and nurturing the next generation of leadership can overcome the challenges faced in industry today. Sadhana believes that agility, innovation and adaptability are crucial to business growth and will share the strategies that have led to her success.

10:05 am – 10:40 am          Case Study: Southern Highlands Welcome Centre

Keynote Presenter: Steve Rosa

Steve Rosa is the Manager of Tourism & Events for Destination Southern Highlands and is known as a regional tourism ‘innovator’ for his ability to redevelop, reinvent, rebrand and reposition tourism product.

Steve will provide his insights on a best practice visitor servicing model that has been developed at the Southern Highlands Welcome Centre . You will learn how this accredited ‘Welcome Centre’ is moving with the changing visitor needs and functions within a confined operating budget. Its new Concierge Visitor Service model and rejuvenated Visitor Centre was awarded gold at the 2016 NSW Tourism Awards for Visitor Information Services.

10:40 am – 11:00 am          Morning Tea

11:00 am – 11:30 am       New VIC Accreditation Guidelines update

A significant review has been undertaken in 2017 to ensure that the Australian Tourism Accreditation Program (ATAP) guidelines for Visitor Information Centres are relevant to the changing landscape of visitor servicing. This session is a ‘must attend’ to be updated and learn how you can adapt your operations whilst maintaining a recognised industry standard.

11:30 am – 12:45 pm           Connecting and Sharing: Workshop and VIC Reference Group update

At this session you will be able to hear ideas from across the state from other VIC representatives, raise concerns and connect with others for solutions. You will also be updated by the state’s Visitor Information Centre Reference Group that oversees a range of activities and research on behalf of all accredited VICs in Victoria. There will be an open question time to help guide activities for the 2017/18 year ahead.

12:45 pm – 1:45 pm             Lunch

1:45 pm – 2:50 pm           Breakout sessions: Select 2 of the following afternoon sessions


Guest Presenter: Tony Shine

Enhancing the visitor experience through digital and learn how to optimise the use of technology to fulfil the end-to-end journey of the travel lifecycle.

Mental Health in Your Workplace

Guest Presenter: Geri Sumpter

Open your mind and gain awareness of mental health in the workplace to help you understand how you may be able to help or adapt to working alongside colleagues or customers who may be affected.

Travel Lightly

Guest Presenter: Bass Coast Shire

Discover how the Bass Coast region is minimising their impact on the environment whilst maximising the marketing as well as retail potential for Visitor Centres.


2:55 pm – 3.30 pm            Case Study: The all new Canberra and Region Visitors Centre

Keynote presenter: Robert Smethills

Robert has over 10 years’ experience in the tourism industry both as an operator at the Australian Institute of Sport and more recently with VisitCanberra. And more recently, Robert was the project lead for establishing the new Canberra and Region Visitors Centre at Regatta Point.

Robert will share how the Canberra and Region Visitors Centre successfully relocated to a new location and take you through the design concepts, research conducted, introduction of a new business model (incorporating digital technology) and highlight what worked well and lessons learnt.

3:30 pm – 3:50 pm             Afternoon Tea

3:50 pm – 4:20 pm             Industry Update: Parks Victoria

4:20 pm – 5:00 pm             Regional Showcase: Get Local with Regional Produce

Enjoy a regional showcase from some of finest food producers capitalising on the food tourism boom.


6:30 pm – 11:00 pm           Summit Gala Dinner

Dress code:Island Style – Surf’s UP!

The Gala Dinner is the Summit’s most important networking opportunity to connect with your colleagues across the state and share ideas. Hosted on site at Silverwater Resort, the Gala Dinner will be themed with Phillip Island’s iconic surf culture. Come dressed in your take on Island Style ‘Surfs Up’ and join us for a fun filled evening.

FRIDAY 25 August                                                                                                                                                                     

9:00 am – 10:00 am            Changing Tack to Visitor Inspiration Centres

Keynote presenter: Mark Olsen

Mark is the General Manager of EarthCheck and provides solutions to some of the world’s leading corporations and destinations on sustainable business practices, investment, and workforce development.

The modern consumer can research all they need to know before they leave home, so what is the role of a Visitor Information Centre? Mark will share the lessons learnt from retail, banking and the service sectors that are applied to Visitor Centres in this interactive session to reposition your centre as a Visitor ‘Inspiration’ Centre.


10:00 am – 10:40 am          TripAdvisor and VIC’s – Knowledge at your fingertips

Keynote Presenter: Alanna Green

Alanna hails from one of the smallest and more remote regions of Australia, Lord Howe Island and is the Destination Marketing Sales Executive at TripAdvisor. Alanna works directly with destinations to make the best and most informative content available to the TripAdvisor global audience of 390 million unique visitors per month.

At this session, learn your VIC can leverage from TripAdvisor to increase the quality of experience for everyone who walks through the doors. Discover some mind-blowing stats from within our network and get some tips on improving visitor servicing and engagement.


10:40 am – 11:10 am         Morning tea

11:10 am – 11:40 am         Industry Update: Transport for Victoria

Guest Presenter: Carla Blatt

11:40 am – 12:10 pm         Industry Update: Visit Victoria

Guest Presenter: Richard Price

12:10 pm – 12:40 pm         City of Melbourne presentation

12:40 pm – 1pm         2017 Summit Wrap

We announce the host region for 2018 and enjoy our final opportunity to summarise the past 3 days before settling in for a weekend at Silverwater, or setting off on the homeward journey.

1pm       Lunch – enjoy on site or take-away


Registrations are now OPEN – Click HERE to register now – note this is an editable PDF so simply complete all relevant fields and follow the instructions to email return.


Special Summit rates for accommodation in the region will be made available to all delegates from Tuesday to Friday night inclusive.

Please follow the ONLINE instructions HERE to receive the special VIC Summit Rates.

If you’d prefer to stay somewhere else, please contact the Award winning Phillip Island and Bass Coast Visitor Information Centre Network team on 1300 366 422.



Olivia Bowden
VTIC Relationship Consultant and Events
E: OBowden@victorianchamber.com.au
Ph: 8662 5430


23 (Wednesday) 9:00 am - 25 (Friday) 1:00 pm


Eastbank Centre

70 Welsford Street, Shepparton VIC 3630

Eastbank Centre70 Welsford Street, Shepparton VIC 3630