
Senior Advisor at the Liverpool City Region Tourist Information Centre
Read our ‘day-in-the-life’ feature from Mark McKenna: One of Liverpool City Region’s longest-serving tourism front-of-house team members.
Hello! My name is Mark, and I have the privilege of being a Senior Advisor at the Liverpool City Region Tourist Information Centre (TIC), nestled in the heart of Liverpool ONE, the city’s flagship retail and leisure destination.
I’ve been with the TIC since November 1986, which is almost 38 years now, and let me tell you, there’s never a dull day at our bustling centre. Every day is an opportunity to meet wonderful people from all over the world and help them discover the magic of visiting our fantastic region.
EARLY MORNING: OPENING THE CENTRE
My day starts early, usually around 09.00am when I arrive at Liverpool TIC once Liverpool ONE staff have opened the doors, turned on the lights, and helped me get the place ready for another busy day. This involves replenishing stock, organizing leaflets, and making sure our ticketing systems are up and running. We sell tickets for various tours and events, as well as souvenirs that visitors can take home as a memento of their trip to Liverpool.
Once everything is set, I take a moment to review the day’s schedule. Liverpool City Region is a vibrant destination, with exciting events happening all the time, so it’s crucial to stay updated. Whether it’s a major conference, a visiting cruise ship, or a concert at one of our many venues, we need to be prepared to provide visitors with the latest information, to tell them how they can make the most of their stay here.
MID-MORNING: ASSISTING VISITORS
By 9.30am, the doors are open, and visitors start to visit the centre. The questions we get are as varied as the people who ask them. One moment, I might be helping a couple from Japan find the best Beatles attractions, and the next, I’m guiding a family from Spain on the quickest route to Anfield Stadium.
A common question we get is, “What should we see if we only have a day or two?” I love these challenges because it allows me to create tailored itineraries that showcase the best of the region. From the iconic waterfront and the Royal Albert Dock to the stunning architecture of the Liverpool Cathedral and the eclectic charm of Bold Street, there’s so much to pack into a short visit.
GOING A LITTLE FURTHER PAYS OFF
I also love to encourage visitors to hop on a bus or a train and explore the wider city region. There’s so much more to see beyond the city’s bustling core. Just a short trip away, Southport beckons with its beautiful beach. History enthusiasts will find joy in the picturesque Hale Village and the intriguing Norton Priory.
For family fun, head to the Eureka! Science & Discovery Centre or get up close with wildlife at the Knowsley Safari, while culture enthusiasts can immerse themselves in the rich heritage at the Lady Lever Art Gallery or the Shakespeare North Playhouse. And if you love the great outdoors, don’t miss the stunning Formby Beach or a scenic walk through the Wirral Country Park. There’s truly something for everyone in the Liverpool City Region, making it a perfect destination for every kind of traveller.
LATE MORNING: SPECIAL EVENTS AND VIP VISITORS

Liverpool Tourist Information Centre provides ‘Pop-up’ support at Liverpool’s Lime Street Station for Taylor Swift’s concert at Anfield Stadium
On many days, we have special events that require extra attention. For instance, when a cruise ship visits, we’re always there, with our pop-up tourist information stand, to welcome passengers and this special service is something we replicate at Lime Street Station, when the city hosts major events, such as Eurovision 2023 or last month’s Taylor Swift concert.
Liverpool always has something big and surprising in the works that will generate a huge influx of tourists and I love that about the city region and our ever-changing cultural offer. Personally, one of my most memorable experiences was meeting Mark Hamill, yes, Luke Skywalker himself! He was in town for the Magical Mystery Tour, and through some friends, I got to meet him and even snag an autograph. Moments like these are rare but add a touch of excitement to the job.

Mark McKenna meets Hollywood icon Mark Hamill
AFTERNOON: PROBLEM-SOLVING AND SPECIALISED SUPPORT

Mark bestows some friendly, face-to-face customer service, sharing some of his extensive knowledge of Liverpool City Region as a visitor destination.
After lunch, the TIC tends to get busier. This is when we often deal with more complex queries and issues. Whether it’s helping someone who has lost their passport, assisting with hotel bookings, or designing a specialised itinerary, we’re always here to help.
The trust that visitors place in us is immense. We are seen as a reliable source of information and support. It’s not uncommon for people to return later in their trip just to thank us for our assistance or to get more recommendations.
COLLABORATING WITH THE TEAM

The Liverpool Tourist Information Centre team welcomes Cruise passengers at Liverpool’s Cruise Terminal
Throughout the day, I work closely with my colleagues. We have a tight-knit team, and effective communication is key. We share information about local events, new attractions, and any changes that might affect our visitors. This collaborative spirit ensures that everyone is well-informed and ready to help.
Our relationship with local tours and attractions is also vital. By maintaining strong connections, we can ensure that we have the most up-to-date information. This benefits not only our visitors but also the local tourism industry as a whole.
LATE AFTERNOON: PREPARING FOR THE NEXT DAY
As the day winds down, usually around 4:00 PM, it’s time to start wrapping things up. I make sure that all our stock is replenished and that the centre is tidy and ready for the next day. We also take note of any feedback from visitors, which helps us improve our services.
Before closing, I often spend a few moments reflecting on the day. It’s incredibly rewarding to think about the number of people we’ve helped and the positive impact we’ve had on their visit to Liverpool.
EVENING: CLOSING TIME
By 4.30 pm, it’s time for me to leave and let the Liverpool ONE team lock up the centre, so I can head home. It’s been another fulfilling day at the TIC, helping visitors discover the best that Liverpool has to offer. The city is constantly evolving, and there’s always something new to learn and share with our guests.
WHY LIVERPOOL?
To me and everyone else in our team, Liverpool City Region is special for so many reasons. The warm welcome from the locals, the rich cultural heritage, and the diverse range of attractions make it a fantastic place to visit. Whether you’re here for the music, the football, the history, or just to soak in the vibrant atmosphere, there’s something for everyone.
And the TIC? We are the first point of contact for many visitors, and we take pride in setting the tone for their entire stay. Every day we try to utilise our knowledge, dedication, and passion for the city region to help create memorable experiences.
So, if you’re planning a trip to Liverpool, make sure to stop by the Tourist Information Centre in Liverpool ONE. We’re here six days a week to help you make the most of your visit and ensure you leave with wonderful memories of this incredible city.
For more information on Liverpool City Region’s Tourist Information Centre visit:
liverpool-one.com/tourist-information-centre and follow the centre on Twitter (X) @LiverpoolTIC