meec chapter eight destination management companies (dmcs)
TRANSCRIPT
MEEC
Chapter EightDestination Management
Companies (DMCs)
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.
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.
Services Offered by DMC’s
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
Hired by meeting planners, DMCs can provide:
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
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
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
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
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
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. MarketingDir. of Special Events Sales Mgr. Sales Coord. Proposal Writer Research Analyst
Structure of a DMC Operations and Production
Dir. Operations Dir. Special EventsOperations Mgr.
Production Mgr. Transportation Mgr. Staffing Mgr.
Field Staff Meet & Greet Staff Tour Guide Transportation Mgr. Event Supervisor Field Supervisor Equipment Mgr.
Structure of a DMC
General Manager
Sales Office Operations Special Events Director Manager Director
Director
Sales Mgr Operations Mgr CoordinatorSales Coordinator(s) Transportation Mgr
Staffing Mgr
DMC Resources Products Reputation Experience Relationships Suppliers and Vendors Credit and Buying Power
The Business Process Basic Business Requirements
Staff Temporary Field Staff Office Technology Licenses and Insurance Community Contacts Customer Contacts History of Success Destination Resources
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
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.
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
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
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
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
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