DMAI Fundamentals - Chapter 1 - Service

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Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.

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DMAI Fundamentals - Chapter 1 - Service

  1. 1. © 2005, Educational InstituteChapter 1ServiceFundamentals of Destination Management and Marketing(323TXT)
  2. 2. © 2005, Educational InstituteCVB Services• Can level the playing field for small CVBs• Direct first-time visitors to attractions thatwill enhance their experience• Define the organization and the
  3. 3. © 2005, Educational InstituteWho does a CVB serve?• Leisure visitors• Meeting and convention planners• Motor coach planners• Sports event planners• Industry partners
  4. 4. © 2005, Educational InstituteLeisure Visitors—Information Services• The first service opportunity for a CVB comeswhen a potential visitor requests information.• Telephone operators should be cheerful andwilling to solve problems.• Web sites should include as much destinationinformation as possible in an easily accessibleformat.
  5. 5. © 2005, Educational InstituteRecommend vs. Refer• CVBs must stop short of recommendingindividual destination businesses because ofethical and legal concerns.• Legal: The bureau could be held responsible if avisitor becomes ill or injured at a recommendedfacility.• Ethical: CVB members depend on the bureau torepresent them fairly and evenly.
  6. 6. © 2005, Educational InstituteLeisure Visitors—Service upon Arrival• Brochures• Maps• Courtesy telephones• Postal drop• Front-line staff• Concierge services• Internet kiosks and wireless Internet access
  7. 7. © 2005, Educational InstituteMeeting/Convention Planner Services• On-site registration assistance• Shuttle service for attendees• Well-developed service packages with the lowestoverall event cost option• Assistance in convention housing• Referrals to florists, caterers, audiovisualcompanies, disc jockeys, bands, professionalspeakers, and other event services
  8. 8. © 2005, Educational InstituteFollow-up Communication• Demonstrates the bureau’s pride in its destinationand concern for the customer’s success• Serves as an initial sales contact for future bookings
  9. 9. © 2005, Educational InstituteSports Event Planner Services• Help with securing permits and permissionfrom local government entities• Provide or arrange for event housing services• Welcome signs, registration assistance, andon-site information stands
  10. 10. © 2005, Educational InstituteMotor Coach Planner Services• Assistance with developing itineraries• Tour guides or narratives• Goody bags and welcome gifts
  11. 11. © 2005, Educational InstituteIndustry Partner Services• Communication• Visitors guide listings• Cooperative advertising• Group buying• Professional development and training• Lead generation

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