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