Who has hated you? The Changing Dynamics of Visitor Interactions at Tourist Attractions:
Carlton Gajadhar MSc - Visitor Experience Professional
Excellence Manager | Training and Development Expert
In the dynamic landscape of tourist attractions worldwide, there's been a noticeable shift in the way visitors interact with staff, sparking concerns among industry professionals. Working in these attractions has traditionally been a blend of fun, education, and fostering positive memories for both guests and team members. However, recent trends indicate a growing challenge in delivering this experience due to changing visitor behaviors.
From discussions with representatives across attractions in various global locations—ranging from London and the USA to France and the Middle East—a common thread emerges. Visitors' behavior seems to manifest in ways that disrupt the smooth functioning of attractions. This includes a lack of comprehension of safety protocols, disregarding fellow visitors, unfairly blaming staff for circumstances beyond their control, and instances of blatant rudeness and even physical aggression towards both staff and other guests.
Research studies, such as the 2019 Journal of Travel Research article titled "Understanding and Managing Visitor Misbehavior in Tourist Attractions," underscore the impact of factors like overcrowding and misunderstandings about attraction guidelines on visitor stress levels. This stress, arising from dissatisfaction or confusion, may fuel negative behaviors among visitors seeking enjoyable experiences.
Similarly, insights from the International Journal of Tourism Research in 2020 suggest societal changes, like an increasing focus on individualism and personalisation, might influence visitor expectations. This shift towards seeking more autonomous and tailored experiences could clash with the conventional operational structures prevalent in many attractions.
The question arises: What has led to this shift in visitor conduct? Is it a consequence of the COVID-19 pandemic, or were these tendencies present earlier, possibly exacerbated by retail innovations that prioritise fast services and a self-serving customer experience?
Interestingly, the retail sector has embraced innovations like self-checkout systems, encouraging customers to take charge of their own transactions. In Dubai, for instance, Zara introduced self-checkout options, even involving customers in removing security tags. This trend reflects a growing inclination among people to curate and personalise their experiences, empowered by spaces designed to foster exploration and freedom.
So, what could be the driving force behind this change in visitor behavior at tourist attractions? One theory suggests that individuals now seek a more hands-on approach, desiring greater control and personalisation in their experiences. This inclination might clash with the traditional operational structure of attractions, leading to friction and misunderstandings between visitors and staff.
领英推荐
Achieving a balance between ensuring safety protocols and providing guests with the freedom to explore and create their own experiences poses a significant challenge for attraction operators. Finding solutions might involve:
Enhanced Communication: Clear and concise communication of safety protocols and expectations is crucial to bridge the gap between visitor expectations and operational requirements.
Training and Empowerment: Equipping staff with comprehensive training on conflict resolution, empathy, and effective communication can help de-escalate tense situations and ensure a smoother visitor experience.
Flexible Operational Models: Introducing adaptable operational models that offer visitors options for self-guided exploration while maintaining necessary safety measures.
Technology Integration: Leveraging technology to streamline processes, such as digital guides or interactive tools, can empower visitors to navigate attractions independently.
The evolving visitor behavior at tourist attractions signals a broader shift towards a desire for more control and personalisation in experiences. Navigating this shift requires a delicate balance between safety measures and empowering visitors to shape their encounters, ensuring a harmonious and fulfilling experience for all involved.
What do you think is going on with our guest? Leave your comments below.
Delivering Innovative Engaging Experiences ?? Join me, visionary Local, State & Destination Managers | Use our Circle of Prosperity & Grow your Visitor Economy . ??
10 个月Great insights, it reminds me of a school parents meeting where some felt “entitled“ to provide aggressive feedback because they were paying extra ?? #horrified #badmanners
Director This is EventoS | Passionate about Customer Experience | Author ‘Around the World in 80 Events’ | PhD Candidate
10 个月Interesting article Carlton...individuals who seek tourist attractions do so to leave the normal self and world they live every day for a set moment. They 'enter', however they choose to do, to something that has been billed as an opportunity to use their time and money to advance or fulfil a gap within their life. Entering being a philosophical/ psychological stance that many may have now not sure how to do that. However, expectations of experiences could be argued is a fall out of pandemic. Some may say individuals lived in a space that was meeting their expectations everyday - for a long period of time. If they wanted to change something they could - they were in charge. As you mention about greater control - to go from full control (of pandemic living) to 'no' control (in a staged paid experience) would mean some people would resist and demand a further experience to be delivered - even if it is to the maximum that the staged experience thinks is 'suitable'. We are going to view for the next 5 years I believe customer experience in attractions having extensive issues when it comes to the delivery. This is why, as you mention, stages of consideration for staff engagement, is important to ensure workforce don't walk away.
Founder Director at Artisan People and Artisan Airside
10 个月Great thought provoking article Carlton!