C&EM long answer questions (midterm) PDF

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 What are DMO’s, functions / purpose / Activities – difference between DMO and DMC

DMO (Destination Marketing Organization) also called CVB’s A not-for-profit organization representing a specific destination and helping its long-term economic development through its travel and tourism industries. Three prime responsibilitiesTo encourage groups to hold meetings, conventions and trade shows in the city or area. To assist those groups with meetings and its preparations. To encourage tourists to visit and enjoy the historic, cultural and recreational opportunities the destination offers. Funded by – transient room taxes, government budget allocations, private memberships, or a combination of all three. DMOs are Valuable to a Meeting Planner Because They: Some DMO’s are departments of local governments. Assist with meeting preparation Encourage visiting of local attractions Offer unbiased information about services and facilities Serve as a one-stop shop for local tourist interests Generally do not charge for their services Activities of DMOs 1. Site Review Process Can serve as first stop in the site review process. Determines if a site or location can accommodate a meeting’s requirements Have information to provide up-to-date data about current and future developments. Once contacted a DMO sales manager is assigned The DMO sales manager can help gather information about meeting dates, the specifications of preferred, the number of available hotel rooms and meeting rooms, and the logistics of moving the meeting facilities in and out. Activities of DMOs 2. The “Leads” Process** In order to represent all members, most DMO’s have “Leads” process The DMO sales manager circulates meeting specifications to facilities and

lodging entities that can accommodate the needs. The lead sheet can also set specific parameters for the meeting that limit which sites are invited. The DMO sales manager will then work closely with the meeting planner to decide which facilities and vendors to use. The DMO also may be the planners representative in the site city for conforming to codes and regulations. If meeting planner already knows facilities by name then only those receive the lead. DMO manager not involved in negotiations but can give guidelines on approximate pricing.

Activities of DMOs Meeting manager encouraged to visit the city personally for site inspections. DMO can plan itinerary, coordinate with managers of the sites to be visited. Makes meeting manager aware of and regulations- Las Vegas- 24 hours bar can stay open, legal to sell marijuana in certain “coffee shops” Local economy, local trends “Lead process” takes place far in advance, for an association average “horizon” time is about 3 years. Larger groups/ larger cities the time is more. Activities of DMOs 3. Site Inspections Physical reviews of proposed venues and services prior to the actual program. May occur prior to, or after the proposal, or after the DMC has been chosen. DMC has an opportunity to develop a relationship with the customer. Usually carefully planned and orchestrated. Site inspection most important in winning customers business. Programs can be won or lost during a site inspection. Services Provided by DMCs** 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 DMC’s vs. DMO’s** DMO’s work with interests of community and private companies that provide services. DMC’s get leads on new accounts from planners that have gone through a DMO. DMC’s will communicate through direct and electronic communications and presentations. One it is established that the DMC has the expertise to meet the clients needs then it will respond to the clients RFP(request for proposal)* Usually Two or more DMC’s provide proposals. Responding to clients RFP’s take considerable time.

 Steps and details of the sales process by the DMC The DMC Process** Essay Question The Sales Process Business Opportunities- new business projects must be continuously found and secured Specialization -Association -Corporate meetings and events -Incentive travel -International travel Identifying New Business Opportunities Sales and Marketing Plans Industry trade show attendance Community sales efforts and networking industry events Utilization of representation firms Newsletters, brochures, and collateral materials Partnerships and memberships in DMC industry groups The DMC Process

Request for Proposal (RFP) Project Specifications Research and Development Creativity and Innovation Budgets Response Time Competition Project Specifications Group Size Choice of hotel / meeting space allotment Dates / Types of services required Attendee demographics Approximate budget Past history / current deadlines The DMC Process Pricing Total estimated costs for services Staff time necessary before, during and after program Amount of DMC resources necessary Supplier choice and availability Time of year and local business activity Costs of taking staff off of market during season Factors regarding competitive bids Unknown costs, which need to be factored into the planning process Questions to ask Revenue potential / value of future relationship Amount of proposal work How many companies and competitors are bidding Success rate of you and your competitor What are the odds of winning contract How profitable will it be? The DMC Process Program Development -After a program is contracted there is a transition move from active selling to program operations 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 The DMC Process Program Execution Transportation management- meet and greet, luggage management, signage,

staff vehicle use Manage arrival times- liaison with airlines, baggage management and Event production Tour and activity management Support staff supervision Supplier/vendor management Meeting support Customer relations On-site changes, challenges, contingencies Troubleshooting Community liaison Information source The DMC Process Production of events Cocktail receptions and networking events Breakfasts, luncheons, and dinners Dining events at unique venues Gala dinner events Extravagant theme parties Outdoor and indoor team-building events Events for staff to meet and mingle Events for sales staff to meet and mingle with clients Events on final night of incentive program to “fire up.” Events to promote casual networking The DMC Process Wrap-up and Billing 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 Finding and Selecting a Destination Management Company Careful Considerations: How long the company has been in business What are the experience levels of the management and staff What are the personalities of the management team Is the DMC an affiliated member of a professional organization Is the DMC adequately bonded What is the quality of their references 

Who is a general service contractor – services provided – exhibitor appointed service contractor?

Also called the Official Show Contractor or Exposition Services Contractor Hired by event management and exhibitors/show manager General duties include: Installing and dismantaling Creating and hanging signage and banners Laying carpet Providing booth/stand furniture Most important services offered is to hire and manage labor: They have standing contracts with unions and tradespeople. They know how to hire enough labor to move a show in and out based on its requirements. They move the freight in and out of the facility. They manage the freight in and out. They oversee the storage of crates and boxes. Exhibitor Appointed Service Contractors Example: Samsung Work specifically with the exhibiting company through the year In the areas of: Installation and dismantle Decor Exhibit design and storage Same duties as specialty contractor but only for a specific exhibitor, not the show manager Exclusives services – those that can only be provided by an official service contractor appointed by show management Many facilities have very specific guidelines rewarding the use of EACs

 Concept of Drayage, Attrition Material Handling, or “Drayage.” Drayage- Delivery of exhibit materials from the dock to an assigned exhibit space, removing empty crates, returning crates at the end of the event for recrating, and delivering materials back to dock for carrier loading. Drayage charge – the cost of moving exhibit materials within the hall, based on weight. Charge calculated in 100 units (or hundredweight, abbreviated cwt). Usually a minimum. Drayage form – form for exhibitor requesting handling of materials.

 Steps in preparing for a special event...