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.

1. © 2005, Educational Institute
Chapter 1
Service
Fundamentals of Destination Management and Marketing
(323TXT)

2. © 2005, Educational Institute
CVB Services
• Can level the playing field for small CVBs
• Direct first-time visitors to attractions that
will enhance their experience
• Define the organization and the

3. © 2005, Educational Institute
Who does a CVB serve?
• Leisure visitors
• Meeting and convention planners
• Motor coach planners
• Sports event planners
• Industry partners

4. © 2005, Educational Institute
Leisure Visitors—Information Services
• The first service opportunity for a CVB comes
when a potential visitor requests information.
• Telephone operators should be cheerful and
willing to solve problems.
• Web sites should include as much destination
information as possible in an easily accessible
format.

5. © 2005, Educational Institute
Recommend vs. Refer
• CVBs must stop short of recommending
individual destination businesses because of
ethical and legal concerns.
• Legal: The bureau could be held responsible if a
visitor becomes ill or injured at a recommended
facility.
• Ethical: CVB members depend on the bureau to
represent them fairly and evenly.

6. © 2005, Educational Institute
Leisure Visitors—Service upon Arrival
• Brochures
• Maps
• Courtesy telephones
• Postal drop
• Front-line staff
• Concierge services
• Internet kiosks and wireless Internet access

7. © 2005, Educational Institute
Meeting/Convention Planner Services
• On-site registration assistance
• Shuttle service for attendees
• Well-developed service packages with the lowest
overall event cost option
• Assistance in convention housing
• Referrals to florists, caterers, audiovisual
companies, disc jockeys, bands, professional
speakers, and other event services

8. © 2005, Educational Institute
Follow-up Communication
• Demonstrates the bureau’s pride in its destination
and concern for the customer’s success
• Serves as an initial sales contact for future bookings

9. © 2005, Educational Institute
Sports Event Planner Services
• Help with securing permits and permission
from local government entities
• Provide or arrange for event housing services
• Welcome signs, registration assistance, and
on-site information stands

10. © 2005, Educational Institute
Motor Coach Planner Services
• Assistance with developing itineraries
• Tour guides or narratives
• Goody bags and welcome gifts

11. © 2005, Educational Institute
Industry Partner Services
• Communication
• Visitors guide listings
• Cooperative advertising
• Group buying
• Professional development and training
• Lead generation