1. Chapter Eight Destination Management Companies (DMCs)
MEEC
Chapter Eight
Destination Management Companies (DMCs)

2. 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.

3. 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.

4. Services Offered by DMC’s
Hired by meeting planners, DMCs can provide:
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

5. 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

6. 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

7. 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

8. 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

9. 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

10. Structure of a DMC Management and Administration Sales and Marketing
General Mgr. Office Mgr Accounting Mgr.
Executive Ass’t Admin. Ass’t Receptionist
Research Assistant
Sales and Marketing
Dir. of Sales Dir. Marketing Dir. of Special Events
Sales Mgr. Sales Coord. Proposal Writer
Research Analyst

11. Structure of a DMC Operations and Production Field Staff
Dir. Operations Dir. Special Events Operations Mgr.
Production Mgr. Transportation Mgr. Staffing Mgr.
Field Staff
Meet & Greet Staff Tour Guide
Transportation Mgr. Event Supervisor
Field Supervisor Equipment Mgr.

12. Structure of a DMC General Manager
Sales Office Operations Special Events Director Manager Director Director
Sales Mgr Operations Mgr Coordinator
Sales Coordinator(s) Transportation Mgr
Staffing Mgr

13. DMC Resources Products Reputation Experience Relationships
Suppliers and Vendors
Credit and Buying Power

14. The Business Process Basic Business Requirements Staff
Temporary Field Staff
Office
Technology
Licenses and Insurance
Community Contacts
Customer Contacts
History of Success
Destination Resources

15. 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

16. The Business Process The Proposal Stage Site Inspections
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.

17. 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

18. 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

19. 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

20. 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

21. 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