What Every Professional Should Know about Partnering with ... · We are ALL in the hospitality...

What Every Professional Should Know about Partnering with Destination Marketing Organizations (DMOs)

Presented by

Bonnie WallshChief Strategist

Bonnie Wallsh Associates

Wednesday, November 29, 2017

Moderated by

Tyler DavidsonVice President & Chief

Content Director

Meetings Today

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Bonnie Wallsh

Chief Strategist

Bonnie Wallsh Associates

BonnieWallshcmp@gmail.com

Today’s Speaker:

• Discover best practices for taking advantage of all the services that DMOs offer

• Integrate the services of DMOs as part of your meeting and event resources

• Create your own toolbox of strategies for working with DMOs

Learning Objectives

WHAT EVERY PROFESSIONAL SHOULD KNOW ABOUT PARTNERING WITH

DESTINATION MARKETING ORGANIZATIONS (DMOs)

Presented by Bonnie Wallsh, MA, CMM, CMP Emeritus

Chief StrategistBonnie Wallsh Associates, LLC

Sponsored by Meetings TodayNovember 29, 2017

WHAT ARE CVBs, DMOs, and TOURISM OFFICES?

• DMOsResource for suppliers in and around a destination

Usually supported by government funding, membership dues,

and/or hotel occupancy taxes

• CVBs

Organization that promotes a town, city, region, or country in order to

increase the number of visitors. It promotes the development and marketing of a destination, focusing on convention sales, tourism marketing, and services.

• Tourism OfficesUsually in major cities both in location and within USA, representing

international destinations

• Professional Associations

• Conferences

• Presentations – Local Programs

• Social Media

• Webinars

• Publications

• Fam Trips

HOW DO YOU DEVELOP RELATIONSHIPS

WITH DMOs?

BUILD YOUR FOUNDATION FOR YOUR

EVENT• Meeting and Event Objectives

• Program

• Attendee Profile

• Budget

• History

• “Hot” Buttons

CREATE AN EFFECTIVE RFP

(REQUEST FOR PROPOSAL)

What should be included in your RFP?

• Group’s full name• Contact information• Objectives• Value of group to facility• Prospective dates• Flexibility of dates and booking patterns• Complete meeting specifications• Priorities – Must have/ Would like to have• History• Decision maker / decision date

WHAT ARE THE BIGGEST

MISCONCEPTIONS ABOUT DMOs?• Fee for services

• RFPs will be sent out to every one rather than those that are a good fit

• Lack of awareness that DMOs are the clearing house for everything happening in location

• Lack of awareness of close relationship between DMOs and municipalities

• All DMOs are membership driven

• DMOs only help citywide groups

• Conflict between using services of DMOs and national sales offices or 3rd

party planners

• Facilities can provide all of the information on destination

• Fear of losing control

• Lack of awareness of services provided

• Not understanding the value provided by DMOs

• Lack of trust by third party providers

• Contacting us after contracts are signed

• Time… not enough hours in the day

• Inadequate funding/ tight budgets

• Competitive market

WHAT ARE THE BIGGEST

CHALLENGES CONFRONTING DMOs

IN GENERAL?

WHAT ARE THE BIGGEST

CHALLENGES CONFRONTING DMOs

IN GENERAL?• Lack of availability

• Booking outside of the block

• Technology replacing face to face communication

• Not being in control of our own destiny… relying upon members to provide exceptional service

• Lack of responsiveness from clients

• Last minute requests

• Availability and space Asheville

• Lack of large branded hotel Boise, Berkeley

• Competition with Airbnbs Asheville

• Perception of city Boise, Charlotte, Atlantic City

• Transportation Hawaii, Atlantic City, Berkeley

• “Boondoggle Perception” Hawaiiand lack of geography knowledge

• Cost Hawaii

WHAT ARE THE BIGGEST

CHALLENGES CONFRONTING DMOs

IN SPECIFIC LOCATIONS?

WHAT SERVICES ARE MEETING AND

EVENT PLANNERS REQUESTING?•Site selection expertise

•RFP (request for proposal) distribution

•Site inspections

•Customized marketing assistance

•Liaison with local experts and government representatives

•Coordination with local vendors

•Assistance with community service projects

•On-site assistance

• Incentive funding/ extraordinary savings program

• Customized digital marketing and special meeting promotions

• Customized presentations with maximum efficiency

• Virtual reality tours

• Assistance in driving meeting attendance

WHAT INNOVATIVE SERVICES DO YOU OFFER

TO YOUR CLIENTS?

• Clients are seeking unique local experiences

• Balance between group and transient business

• Security, both in-event and cyber security

• Technological advances and upgrades

• Electronic lead delivery and response systems

WHAT INDUSTRY TRENDS ARE IMPACTING

YOU?

TOP 5 TIPS FOR GETTING THE MOST

FROM DMOs

• Develop good relationships with DMOs

• Ask and you MAY receive; Don’t ask and you CERTAINLY won’t receive

• Clear concise communication

• Take advantage of FREE services from destination experts

• Ethics, honesty, integrity

CASE STUDY of CLIENT REQUEST

• Savvy Cycling Tours• Richard and Arlene Sheff• Site Selection for bicycle group• Partners with DMOs for special activities and requirements

CASE STUDY of CLIENT REQUEST• Bonnie Wallsh, M.O.B. (mother of the bride)• Wallsh/Levy wedding• Visit Berkeley CVB• Out-of-Town reception venue, Le Bateau Ivre

IDEAL CLIENTS FOR DMOs

“A client that starts way in advance, has clean timelines, understands the value of their business, can make decisions with the support of the Executive Director and the board approves, quick acting and fair.”

Rachael Riggs-Nocera, CMP, Manager, Meeting and Convention Sales- Midwest/ Chicago, Tourism Vancouver

Tel: (847) 853-1647, Mobile: (773) 590-1613

Riggs-nocera@tourismvancouver.com

IDEAL CLIENTS FOR DMOs

“Our ideal customer understands all the aspects and strengths of a CVB. This customer collaborates with both the CVB sales and service teams. Knowing their vision of success allows us to customize our product and services ensuring a successful outcome.”

Martha Sheridan, President and CEO

Providence Warwick Convention & Visitors Bureau

Tel: (401) 456 0224

Email: msheridan@goprovidence.com

“Open minded, flexible, detailed and honest with history, and realistic with expectations. The more details a client can provide about their event, the more we can help them find the right fit in our city.”

Malinda Harrell, CMP, CASE

Greater Raleigh Convention and Visitors Bureau

Tel: (919) 645-2668

Email: mharrell@visitraleigh.com

IDEAL CLIENTS FOR DMOs

IDEAL CLIENTS FOR DMOs

“You!! An educated meeting professional who is NICE and has reasonable expectations. We are ALL in the hospitality industry…let’s be hospitable to one another…Responding to an update inquiry is greatly appreciated even if a decision has not been made or if another city or venue was chosen.”

Chris Colbert, Director of Trade Show SalesCobb Travel & Tourism

Tel: (800) 451-3480

Email: ccolbert@travelcobb.org

IDEAL CLIENTS FOR DMOs

“ Our ideal client is a planner who has a good understanding of what they want in terms of operational details (space, rooms, etc.) but are open to hearing all of the options available to them. We love the client who wants to inject some Asheville authenticity into their program…”

Dianna Pierce, Vice President SalesAsheville Convention & Visitors BureauTel: (828) 258-6108Email: dpierce@exploreasheville.com

IDEAL CLIENTS FOR DMOs

“An ideal client collaborates with the CVB and expresses all of his/her needs and expectations upfront.”

Patty Kieffer, CASE, Senior National Sales Manager

Visit Mobile

Tel: (251) 208-2012; Mobile: (251) 508-0620

Email: pkieffer@mobile.com

IDEAL CLIENTS FOR DMOs

“An ideal client is one that knows their attendees’ behaviors and can be honest, upfront, and descriptive regarding their needs. He or she communicates with us and gives us ample turnaround time for requests.”

Janine Wachter, CMP, Director of Convention and Event Services

Greater Madison Convention & Visitors Bureau

Tel: (608) 441 3948; (800) 373-6376 ex 3949

Email: Wachter@visitmadison.com

WITH GRATITUDE

WITH GRATITUDE

Karina Anthony, Marketing Director Jessica Merrill, Communications Manager

Meet AC (Atlantic City) Meet AC (Atlantic City)

Tel: (609) 449-7147; Cell: (609) 515-0210 Tel: (609) 449-7159; Cell: (609) 515-0209

kanthony@meetac.com jmerrill@meetac.com

Jeff Blair, Marketing Partner Development

Visit Berkeley

Tel: (510) 549-7040; (800) 847-4823

jblair@visitberkeley.com

Ned Blair, Senior National Sales Manager

(With input from Mike Butts, Bill McMillan, Randy Smith)

Visit Charlotte

Tel: (704) 331-2731

Ned.Blair@visitcharlotte.com

Shawn Boone, National Sales Manager

Asheville Convention & Visitors Bureau

Tel: (828) 258-6105

sboone@ExploreAsheville.com | @AshevilleCVB

Lisa Edens, Senior Sales Manager

Boise Convention & Visitors Bureau

Tel: (208) 472-5207

ledens@boisecvb.org

Kathryn Farrington, Vice President of Marketing

Discover Newport (Rhode Island)

Tel: (401) 845-9117

kfarrington@discovernewport.org

WITH GRATITUDE

WITH GRATITUDE

Kelly R. Groff, CDME, President & CEOVisit Montgomery (Maryland)Tel: (240) 641-6745kgroff@visitmontgomery.com

Scott Higgins, Associate Director of SalesValley Forge Tourism & Convention BoardTel: (610) 834-7963shiggins@valleyforge.org

Mary Neister, Vice PresidentMeet HawaiiTel: (808) 924-0253; Mobile: (808) 265-3398mneister@hvcb.org

Thomas Riel, CASE, Vice President of Sales & ServicesProvidence Warwick Convention & Visitors BureauTel: (401) 456-0229

triel@goprovidence.com

WITH GRATITUDE

WITH GRATITUDE

Arlene Sheff, CMP Richard Sheff, Directeur Sportif

Savvy Cycling Tours Savvy Cycling Tours

Tel: (949) 510-7181 Tel: (949) 510-3455

sheffarlene@gmail.com sheffrichard@yahoo.com

Jennifer M. Vacek, CASE, Director, Convention Sales

Visit Pittsburgh

Tel: (412) 325-0278; Mobile: (412) 215-2726

Jennifer.vacek@visitpittsburgh.com

Deidre Wetelainen, Vice President Sales & Service

Visit Rochester (New York)

Tel: (585) 279-8315

deidrew@visitrochester.com

Meetings Today

615 Fifth Street S.E.

Cedar Rapids, Iowa 52401

Tel: (800) 553-8878

Tyler Davidson, Vice President and Chief Content Editor

Tyler.Davidson@meetingstoday.com

RESOURCES

THANK YOU

Bonnie Wallsh, MA, CMM, CMP Emeritus, Chief StrategistBonnie Wallsh Associates, LLC

bonniewallshcmp@gmail.com

(704) 491-0921

Questions?

Tyler Davidson

Vice President & Chief Content Director

Meetings Today

Tyler.Davidson@meetingstoday.com

Bonnie Wallsh

Chief Strategist

Bonnie Wallsh Associatesbonniewallshcmp@gmail.com

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