775 Tourism Analysis, Vol. 17, pp. 775–789 1083-5423/12 $60.00 + .00 Printed in the USA. All rights reserved. DOI: http://dx.doi.org/10.3727/108354212X13531051127348 Copyright © 2012 Cognizant Comm. Corp. E-ISSN 1943-3999 www.cognizantcommunication.com StrategieS and ChallengeS of touriSt faCilitieS ManageMent in the World heritage Site: CaSe of the MaritiMe greenWiCh, london AzIzUl HASSAN* 1 AND KAtIA IANKOVA† *tourism Consultants Network of the tourism Society †Department of Marketing, Events and tourism, Business School, University of Greenwich, london, UK the World Heritage Site status is transforming into a highly priced honor in terms of destination branding and attracting diversified types of tourists. this study is based on the opinions of these tour- ists at Maritime Greenwich World Heritage Site (MGWHS). the first objective is to identify these tourists’ satisfaction with existing facilities and their management. the second objective is to find out any lack of facilities and to suggest ways of overcoming this. Following the qualitative research method, this explanatory case study depends on primary data collection through semistructured inter- views. the results exhibit a gap between perception and expectation of the tourists. the results also demonstrate the need for recuperating the building and management of tourist facilities without dis- turbing the architectural and natural aesthetics. Areas identified for attention include the sanitation, resting places, catering, facilities for the disabled or parents with infants, and the multilingual direc- tional signage. Key words: tourists’ opinions; Maritime Greenwich World Heritage Site; Facilities management; Satisfaction; Conservation 1 Independent tourism consultant and member of the tourism Consultants Network of the tourism Society. Address correspondence to Dr. Katia Iankova, Senior lecturer, Department of Marketing, Events and tourism, Business School, Uni- versity of Greenwich, london, SE10 9lS, UK. tel: 0044 02083318663; Fax: 0044 02083319005; E-mail: K.Iankova@greenwich.ac.uk Introduction Heritage tourism is getting wider attention from all parties attached with the planning, management, and conservation of sites. this has resulted in con- siderable growth in the construction, preservation, restoration, and promotion of heritage sites. Even after the contradictions between tourism and exploitation by humans, the concept of the World Heritage Site (WHS) is a considerable example of the institutionalized efforts in these heritage sites. this status is required by the United Nations Educational, Scientific and Cultural Organization (UNESCO) as recognition of culturally and natu- rally imperative heritage sites. Maritime Greenwich as a WHS represents Great Britain’s maritime his- tory with architectural excellence and attracts a diverse range of tourists. As a contemporary con- cern, the success of a tourist attraction largely depends on its ability to attract tourists. tourists’