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

2. Introduction
A DMC is a professional management company specializing in the design and implementation of events, activities, tours, staffing, and transportation utilizing extensive local knowledge, expertise, and resources.
A DMC offers, but is not limited to, guest tours, special events within the meeting, VIP amenities, transportation, staffing for conferences, entertainment, décor, on-site registration, and housing.

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 DMCs
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.
The “Client” is a representation of the customer, company, or organization who purchases the DMC’s services.
The “Planner” is a person who represents the customer, company, or organization who works directly with the DMC on programs or events.
The customer, client, and planner can be three separate entities or “one and the same.”

6. DMC Clients & Customers
DMCs act as the local destination’s “eyes and ears” for the planner:
Provide un-biased and experience-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
Do not require extensive capital investment to start up and operate.
Many are small, stand-alone operations, locally owned and operated; owner usually runs the company.
Larger companies may have offices in multiple destination offices with local staff fulfilling management duties on all levels.
Levels of authority and reporting vary based on the size of company and qualifications of staff.
Do not normally own transportation equipment, props, décor, and other supplies that they “sell” to customers.

10. Structure of a DMC Management and Administration Sales and Marketing
Management: General/Office/Accounting
Assistants: Executive/Administrative/Research
Receptionist
Sales and Marketing
Directors: Marketing/Special Events
Sales: Manager/Coordinator
Proposal Writer
Research Analyst

11. Structure of a DMC Operations and Production Field Staff
Director: Operations/Special Events
Manager: Production/Transportation/Operations/Staffing
Field Staff
Manager: Transportation/Equipment
Supervisor: Field/Event
Tour Guide
Meet and Greet Staff

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

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

14. DMC Business Process Comparison between advertising and DMC
Both identify target accounts and contact through direct and electronic communication.
DMCs present capabilities that will meet customers’ requirements by using examples of their successful programs.
Clients of both usually choose two or more from competing firms to develop proposal after presentations.

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

16. 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 trade show attendance
Community sales efforts and networking industry events
Utilization of representation firms
Newsletters, brochures, and collateral materials
Partnerships and memberships in DMC industry groups

17. The Business Process The Proposal Stage Site Inspections
Project Specifications
Research and Development
Creativity and Innovation
Budgets
Response Time
Pricing
Competition
Site Inspections
A physical review of proposed venues, services tours, and/or activities prior to the actual program.

18. The Business Process Contracts of Services
Necessary in all aspects of meetings and event industry including:
Hotels
Convention Centers
Cruise Ships
Airlines
Spell out exactly what is being purchased and the details

19. 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

20. The Business Process Program Operations and Production
Transportation management
Event production
Tour and activity management
Support staff supervision
Supplier/vendor management
Meeting support
Customer relations
On-site changes, challenges, contingencies
Troubleshooting
Community liaison
Information source

21. 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

22. Review Services Offered by DMCs Clients and Customers
Structure of a DMC
Resources
Business Process
Basic Requirements
Sales Process
Contracts
Program Preparation, Operations and Production
Billing & Follow-up