MEEC

1. MEEC Chapter Eight Destination Management Companies (DMCs)

2. Introduction • A DMC is a professional management company specializing in the design and delivery of events, activities, tours, staffing and transportation utilizing extensive local knowledge, expertise and resources. • Specialize in their particular locality.

3. Introduction • DMCs work cooperatively with airlines, hotels, resorts, convention centers, alternative venues and transportation companies. • DMCs refer to the entire activities and services for a client as a “program.” • DMCs are also an important element in incentive travel.

4. Hotel and event venue selection Creative itineraries Special event and creative theme concepts Event production Sight-seeing options Team building Activities Meeting support services Transportation planning and delivery Dining programs Entertainers Speakers VIP services Staffing services Budgeting and resource management Services Offered by DMC’s Hired by meeting planners, DMCs can provide:

5. DMC Clients & Customers • Clients and Customers are defined as those who plan meetings, exhibitions, events, conventions and incentive travel programs. • May contract direct with the event sponsoring organization, or • May contract through an independent planner

6. DMC Clients & Customers • DMCs act as the local destination’s “eyes and ears” for the the planner: • Provide un-biased and experienced-based suggestions: • Logistics • Venues • Event concepts • Social program content • Both a Consultant to and a Contractor for the planner

7. DMC Clients & Customers • Corporate Meetings • National Sales Meetings • Training Meetings • Product Introductions • Dealer / Customer Meetings • Conventions / Conferences • Trade Shows • Fraternal Organizations • Educational Conferences • Political Conventions

8. DMC Clients & Customers • Incentive Programs • Sales, Dealer & Service Manager Incentives • Special Events • Sporting Events • Super Bowl • Final Four Basketball • PGA – LPGA Golf Tournaments • Olympics • Important Corporate Occasions

9. Structure of a DMC • Many are small, stand alone operations, locally owned and operated • Others are regional, national or international in scope with multiple destination offices • Some have a strong affiliation with a particular hotel or resort

10. Structure of a DMC • Management and Administration • General Mgr. Office Mgr Accounting Mgr. • Executive Ass’t Admin. Ass’t Receptionist • Research Assistant • Sales and Marketing • Dir. of Sales Dir. Marketing Dir. of Special Events • Sales Mgr. Sales Coord. Proposal Writer • Research Analyst

11. Structure of a DMC • Operations and Production • Dir. Operations Dir. Special Events Operations Mgr. • Production Mgr. Transportation Mgr. Staffing Mgr. • Field Staff • Meet & Greet Staff Tour Guide • Transportation Mgr. Event Supervisor • Field Supervisor Equipment Mgr.

12. Structure of a DMC General Manager Sales Office Operations Special Events Director Manager Director Director Sales Mgr Operations Mgr Coordinator Sales Coordinator(s) Transportation Mgr Staffing Mgr

13. DMC Resources • Products • Reputation • Experience • Relationships • Suppliers and Vendors • Credit and Buying Power

14. The Business Process • Basic Business Requirements • Staff • Temporary Field Staff • Office • Technology • Licenses and Insurance • Community Contacts • Customer Contacts • History of Success • Destination Resources

15. The Business Process • The Sales Process • Business Opportunities • Specialization • Association • Corporate meetings and events • Incentive travel • International travel • Identifying New Business • Sales and Marketing Plans • Industry events & association memberships • Sales calls & community sales efforts • Utilization of representation firms • Newsletters, brochures & collateral materials

16. The Business Process • The Proposal Stage • Project Specifications • Research & Development • Creativity and Innovation • Budgets • Response Time • Pricing • Competition • Site Inspections • A physical review of of proposed venues, services tours and/or activities prior to the actual program.

17. The Business Process • Contracts of Services • Identify buyer and seller • Dates of contracts and of services • Detailed itinerary of each service and its pricing • Detailed listing of services and items included • Deadlines, costs and procedures for changes • Force Majeure clause • Guarantees • Deposit and Payment policies • Cancellation policy • Participation by minors • Remittance instructions

18. The Business Process • Program Preparation • Move from active selling to program operations • Confirm with suppliers • Response to client changes and requests • Project manager is assigned • Staff, supervisors, tour guides, escorts are hired and briefed • Program Operations and Production • Billing and Follow-up

19. The Business Process • Program Operations and Production • Transportation management • Event production • Toru and Activity management • Support staff supervision • Supplier/vendor management • Meeting support • Customer relations • On-site changes, challenges, contingencies • Trouble shooting • Community liaison • Information source

20. The Business Process • Billing and Follow-up • Final invoice reflects the contractual agreements • Additions or deletions indicated • Try to get planners approval of billing on site • Follow-up evaluations of DMC services by client • Debriefing of staff

21. Review • Services Offered by DMCs • Clients and Customers • Structure of a DMC • Resources • Business Process • Basic Requirements • Sales Process • Contracts • Program Preparation, Operations & Production • Billing & Follow-up