Transcript MEEC - University of Massachusetts Amherst

MEEC
Chapter Eight
Destination Management
Companies (DMCs)
Introduction
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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.
Introduction
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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.
Services Offered by DMC’s
Hired by meeting planners, DMCs can provide:
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Hotel and event venue
selection
Creative itineraries
Special event and
creative theme concepts
Event production
Sight-seeing options
Team building Activities
Meeting support
services
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Transportation planning
and delivery
Dining programs
Entertainers
Speakers
VIP services
Staffing services
Budgeting and resource
management
DMC Clients & Customers
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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
DMC Clients & Customers
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DMCs act as the local destination’s “eyes and
ears” for the the planner:
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Provide un-biased and experienced-based
suggestions:
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Logistics
Venues
Event concepts
Social program content
Both a Consultant to and a Contractor for the
planner
DMC Clients & Customers
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Corporate Meetings
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National Sales Meetings
Training Meetings
Product Introductions
Dealer / Customer Meetings
Conventions / Conferences
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Trade Shows
Fraternal Organizations
Educational Conferences
Political Conventions
DMC Clients & Customers
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Incentive Programs
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Sales, Dealer & Service Manager Incentives
Special Events
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Sporting Events
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Super Bowl
Final Four Basketball
PGA – LPGA Golf Tournaments
Olympics
Important Corporate Occasions
Structure of a DMC
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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
Structure of a DMC
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Management and Administration
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General Mgr.
Office Mgr
Executive Ass’t Admin. Ass’t
Research Assistant
Accounting Mgr.
Receptionist
Sales and Marketing
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Dir. of Sales
Dir. Marketing
Sales Mgr.
Sales Coord.
Research Analyst
Dir. of Special Events
Proposal Writer
Structure of a DMC
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Operations and Production
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Dir. Operations
Production Mgr.
Dir. Special Events
Transportation Mgr.
Operations Mgr.
Staffing Mgr.
Field Staff
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Meet & Greet Staff
Transportation Mgr.
Field Supervisor
Tour Guide
Event Supervisor
Equipment Mgr.
Structure of a DMC
General Manager
Sales
Director
Office
Manager
Sales Mgr
Sales Coordinator(s)
Operations
Director
Special Events
Director
Operations Mgr
Transportation Mgr
Staffing Mgr
Coordinator
DMC Resources
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Products
Reputation
Experience
Relationships
Suppliers and Vendors
Credit and Buying Power
The Business Process
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Basic Business Requirements
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Staff
Temporary Field Staff
Office
Technology
Licenses and Insurance
Community Contacts
Customer Contacts
History of Success
Destination Resources
The Business Process
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The Sales Process
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Business Opportunities
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Specialization
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Association
Corporate meetings and events
Incentive travel
International travel
Identifying New Business
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Sales and Marketing Plans
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Industry events & association memberships
Sales calls & community sales efforts
Utilization of representation firms
Newsletters, brochures & collateral materials
The Business Process
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The Proposal Stage
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Project Specifications
Research & Development
Creativity and Innovation
Budgets
Response Time
Pricing
Competition
Site Inspections
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A physical review of of proposed venues, services tours
and/or activities prior to the actual program.
The Business Process
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Contracts of Services
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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
The Business Process
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Program Preparation
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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
The Business Process
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Program Operations and Production
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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
The Business Process
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Billing and Follow-up
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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
Review
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Services Offered by DMCs
Clients and Customers
Structure of a DMC
Resources
Business Process
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Basic Requirements
Sales Process
Contracts
Program Preparation, Operations & Production
Billing & Follow-up