Managing Visitor Flow

Managing Visitor Flow

Managing visitor flow is a pertinent issue in Palace-Museums, even more during a time with increasing visitor numbers. Efficient management of visitor flow creates benefits for visitors, leading to higher customer satisfaction rates and increasing visitor safety, while contributing to a better preservation of the collections and the Palace itself.

This technical meeting aims to discuss the different strategies and tools that can be implemented by Palace-Museums to improve the management of visitor flow and find the right balance regarding their carrying capacity.

MAIN TOPICS that will be discussed:

• Distribution of new cultural offers and visitor experiences to the public will be one of the main topics discussed. How do Palace-Museums handle large crowds, keep the audience happy, and create a wonderful visitor experience? What measures can be taken to effectively balance the flow of visitors and redistribute tourists to lesser known spaces?  Does the creation of new offers and/or new attractions aid to meet this challenge? If yes, how? With the growing trend of off-season tourism, how can Palace-Museums reimagine their low season offers and view this trend as a new opportunity?
• Implemented strategies to organize and improve visitor congestion management. What measures should be taken to divide target groups or individuals versus B2B groups? What measures can we take to improve the reliability of travel agencies in terms of punctuality? For example, do we have to introduce penalty fees for no-shows? 
• New technologies, AI and digital tools than can be used to identify strategies, analyses and improve the management of the visitor flow, to better distribute visitor stream.

What are the different strategies in terms of time-based versus timeless tickets and different existing digital measures that are already in use or planned by our participating partners?

During the meeting, colleagues from the Palace of Schönbrunn will provide a comprehensive overview of ongoing and future initiatives at Schönbrunn, including:

• The current state and future measures related to site conservation and visitor experience.
• The introduction of new offerings, such as the Christmas & Easter Market, Summer Night Concert, Carousel, and Lounge, as well as the development of State Apartments with immersive experiences.
• The relaunch of the Sisi Museum, including curatorial challenges and approaches to historical interpretation.
• An on-site construction visits to gain practical insights into the latest restoration and development efforts.
• A presentation on systematic crowd management using an AIT simulation to enhance visitor flow and safety.
•  An exclusive guided tour of the palace, focusing on Maria Theresa’s era, available in English and French.