4

Suppliers and Services

You, as the meeting planner, are the buyer of many services that are critical to the implementation and success of your meeting: hotels or rooming facilities, travel, entertainment, tours, and dining. The suppliers that can provide these services include airline companies, travel agents, destination management companies, and ground and tour operators.

Many suppliers are members of their local Convention and Visitors’ Bureau (CVB). Ready access to these services is only a telephone call away.

The Convention and Visitors’ Bureau

In addition to assisting with identification of appropriate and available facilities for your meeting, the Convention and Visitors’ Bureau will provide you with supplier contacts, registration services, promotional materials (such as postcards, shell brochures, visitor’s maps, photographs, and slides), other production items, and postmeeting evaluations.

It is important to note that some CVBs are private and some are public; their structure and services vary. When you contact the CVB in the destination of your choice, be sure to clarify their role and ask if they are private (hotels and restaurants pay a fee to be members) or public (divisions of a chamber of commerce or agency of the government). Also, be sure to ask which of their services are free and which are not.

At the time of your program, a CVB will provide the following:

•Visitors’ guides

•Local maps

•Lists of events

•Tour guides

•Shopping and dining brochures (outlining the best in the area)

•Tickets to special events (sometimes discounted, sometimes not)

•Staffing

The guides may be ordered in numbers sufficient for distribution to the meeting attendees; there may be a minimal charge from some CVBs for the materials. CVBs are also a resource for speakers, interpreters, registrars, news releases, appropriate VIP gifts, parking permits, and official greetings.

One additional option would be third-party housing services that will assist with booking rooms and dealing with large meetings. A citywide meeting with requirements for housing in no less than ten hotels will frequently opt to contract with a third-party housing service instead of a CVB.

Note: CVBs will not recommend one site or vendor over another, nor will they negotiate rates.

Airlines and Group Travel Agencies

Whenever possible, before you lock in meeting dates, you will want to check with air carriers or a group travel agent for date feasibility. Some dates may fall during peak travel periods (such as President’s week), and it may not be possible to obtain the needed number of tickets. Even if they are available, the price may exceed your budget.

Airfares are based on peak travel periods, number in the group, and destinations. Inquiries to individual airlines should be directed to those in charge of group and/or meeting and incentive sales.

Airlines and group travel agencies may provide the following:

•Upgrades

•Group fares

•Cargo and shipping assistance

•Special assistance (such as preboarding and lounge privileges)

•Onboard amenities (including free headsets, free drinks, and special films)

•Staff travel

•Arrival/departure manifests

•Advance seat selection

•Promotional assistance (brochures, posters, videos, slides, and shells, which are predesigned pieces used for promotional purposes).

Airlines should provide information about their on-time performance, lost baggage procedures, handling of schedule changes, and frequency of flights. It is important to make the assessment regarding connections and feeder airlines if the meeting attendees will be flying into a destination from many different locations.

As airfares dramatically increased, airlines have become creative and developed zone fare pricing for groups and incentives and are courting the meeting and incentive business.

The major airlines (in alphabetical order) in this playing field are:

•American Airlines First Call Program (with a Web site)

•Continental

•Delta Meeting Network (two Web sites to service the meetings and incentive groups)

•Northwest

•TWA

•United

The carrier of choice, depending on the selection of destination, should be contacted as basic specifications are known. Each airline has a slightly different plan, but all are anxious to work with and for the meetings groups. Check Web sites for possible links.

Many corporations have a travel policy that will guide purchases and systems. For those working through the corporate travel agent of record, it is necessary to coordinate all aspects of travel with the agent.

Airlines and travel agents are aware of current travel trends, prices, problems, changes, and anything positive or negative that may impact on group travel. Use them as a partner and resource for the following three types of information:

1.Travel patterns. If you are weighing one destination against another, an airline representative or group travel agent can advise whether one destination is better than the other based on flight patterns, volume, connections, and even traveler preferences.

2.Blackout periods. There are specific travel dates when the consumer traffic is so heavy (such as around Thanksgiving or Christmas) that the airlines will not book group travel. In fact, it would be foolish to book travel for a meeting at those times as prices would be at their peak, and it would be difficult to obtain the necessary volume of seats.

3.Best/worst travel dates. Just as with blackout periods, there are days during the week that have heavy volume due to corporate/business travel and traffic patterns. This is carefully tracked by the airlines; they will share this information with you.

Destination Management Companies

Destination management companies (DMCs) are experts about their specific destination and surrounding areas. They have established relationships with vendors in their immediate locale and offer a variety of services. DMCs can provide:

•Airport to facility transportation

•Recommendations for theme parties in unusual local venues

•Buying clout

•Specialty spouse programs

•Team-building programs

•Musicians and entertainers for specific events

•Custom programs for individual group needs

How to Select a Destination Management Company

Obtain current references. Ask the sales director in the facility of choice for client lists and the project case histories. Check to see if they are a member of a DMC network or other major industry associations, such as MPI, ASAE, and PCMA. (See list of industry associations in Chapter 2.) The DMC network maintains client/DMC evaluations, standardized contracting, and proposals. Additional references may be obtained from the CVB, local travel agents, and hotel and airline contacts.

Ground Transportation

It has been noted that ground transportation is the first and last opportunity to impress or irritate attendees. It has also been noted that it is incredibly easy for a transfer mishap to occur.

Many resort and upscale properties will provide limousine service for VIPs attending a meeting at their property. This may be a negotiated item. Services may include a facility shuttle (exclusive use for hotel guests only), a shared shuttle (used by several hotels on one run), or an airport shuttle (a specific round-trip tour beginning at the airport).

When selecting a ground transportation (or limousine) company, you must do the following:

•Verify past and current performance.

•Interview rigidly.

•Set standards.

•Review the checklist.

•Monitor the activity closely.

The arrivals and departures list should be as complete as possible with flight numbers, departure times, name of carrier, and all connection information. In addition, there should be a list of the arrivals’ home-office contacts, complete with names and telephone numbers, in case of a missed flight or an emergency change of plans. It is also important to keep one of your staff in your home office as the dispatcher. Contact with someone who both knows the schedules and can be reached by all parties makes for a smooth operation.

In addition to providing transfers from airport to facility, many ground operators are also tour operators or part of destination management companies; they will provide transportation to recreational activities as well as tours for your group.

Speakers and Speakers’ Bureaus

The importance of selecting the right speaker for the right audience and the right event may seem obvious but can’t be stressed enough. The program chair, in accordance with committee recommendations, will generally lead the search for speakers. However, when you are asked to research and recommend keynoters (luncheon, dinner, and/or celebrity types), first decide what the topic will be. Consider the objective of the meeting and the desired outcome from the speaker’s presentation or appearance. After this is determined, obtain assistance and recommendations from the following associations:

•The National Speakers Association (NSA)

•The American Society for Training and Development (ASTD)

•The American Society of Association Executives (ASAE)

•The International Group of Agencies and Bureaus (IGAB)

(See list of associations in Chapter 2.)

Gale’s Encyclopedia of Associations will once again be a resource for identification of special industry-related associations from which you can draw expert professionals and speakers.

Speaker fees are always negotiable. The bureaus work with each other and sometimes share commissions when one bureau has an exclusive. A good speaker bureau is interested in satisfying the needs of the client; when it is a nonexclusive bureau, it is free to recommend any and all speakers and entertainers.

Provide the speaker with a fee range, an audience and meeting profile, the length of talk (hire time), payment procedures, and any other requirements for the contract.

Ask for references, outline of talk, and possibly a video. Document a cancellation policy, and ask for a contract from the speaker. In the event of cancellation by either party, there may be cancellation compensation.

Music Licensing

Music licensing has been sticky for a number of years because of the control issue. Broadcast Music, Inc. (BMI) is an agency that oversees and protects music copyrights. When music is required for an event—such as an introduction to a meeting, during the reception, or during any function sponsored by the group—you must obtain a license to play the music and pay a $.05-per-registrant fee. Responsibility for any and all music at a meeting is the responsibility of the conference organizer. This includes music played by an exhibitor at a booth in the exhibit hall.

Vendors as Potential Partners

In addition to the partners already noted, there are many other vendors that provide services for meetings and conferences. These include the following:

•Decorating services

•Entertainment/staging and production companies

•Independent meeting professionals and consultants

•Audiovisual companies

•Awards/incentives and premium companies

•Caterers and florists

Industry associations and publications, as well as the sales office of your hotel, are all excellent sources of information for introduction to and selection of vendors.

Checklist—Ground Transportation or Tour Operator

Passenger list

Ages

Positions

VIPs

Number in group

Grade and style of the hotel/facility

Distance from the airport

Arrival during peak traffic time

Specialists in VIP and LIMO service

Other services

Use for additional events

Tours

Transfer to off-premises event

Insurance in force and adequate

Reference from the hotel

Reference from the city

The arrival

At a major airport

At a small airport

Time the company has been in business

Company bonded

Company insured (obtain verification)

Appearance of personnel

Turnover of personnel

Variety of fleet

Size of fleet (for backup)

Condition of vehicles

Sufficient luggage space

Additional vehicle for luggage

Coaches

Toilets

Microphones

Number of vehicles available

Passenger capacities

Signage

Drivers

Length of service

Bonded

In uniform

Language capabilities

Charges

Minimum hours

Costs and cancellation policy

Charges from garage or just for transfer

Billing procedure

Routing options

Guides

Languages

Certified

Appearance

Checklist—Hiring a Speaker

Obtain references.

Check credentials and references of the representing speaker bureau.

Forward a profile of the meeting attendees to the speaker.

Forward the program goals and objectives to the speaker.

Outline the expected outcome of the talk (entertaining, training, motivational).

Ask to see an outline of the speaker’s talk.

Ask to see a copy of the contract.

Forward a copy of your company contract to the speaker.

Outline all parameters in your contract.

Determine length of talk.

Verify expected arrival and departure time.

Specify who will provide transportation and what costs will be assumed (the speaker pays and is reimbursed or arrangements are coordinated by you and made for the speaker).

Determine type of transportation (upper-class, coach).

Provide meet-and-greet service.

Specify the procedure for transportation charges.

Outline who provides the introduction.

Document the procedure for handouts (who provides them, who prints them, how many are needed, when are they needed for reprinting).

Determine audiovisual requirements.

Verify special room setup.

Outline cancellation policy (including penalties and payment policy if the speaker cancels, and cancellation fees if the organization cancels—both based on nearness to the event).

State if there is a possibility of cancellation due to low registration.

Determine if speaker cancels whether he or she will provide a replacement.

Specify that speaker may not provide the same talk for a competitor within a certain number of weeks.

Checklist—Airline Services

Will they provide group fares?

Are fares negotiable?

How many free tickets?

Will they provide upgrades?

Will they pay for site visit?

Will a deposit be required? If so, when?

Will the airline provide videos, slides, brochures, or shells?

Will they help with promotion?

Will they assist with air cargo?

Will they provide luggage tags? Special baggage handling?

Are there free headsets?

Do they supply free drinks?

Does the group warrant lounge privileges?

Are there preboarding privileges?

Checklist—Convention and Visitors’ Bureau Services

Research of facilities for availability

Introduction to facility

On-site appointments with appropriate hotel executives

List of ground operators (tour operators) and DMCs

Knowledge of local taxes, policies, events that may affect meeting (marathons, local festivals)

Housing for large meetings

Pre- as well as on-site registration services and personnel

Secretarial services

Translators

News releases

Official greetings

Maps of city for distribution to attendees

Restaurant guides

Shopping guides and special discounts

Discounted tickets for local events

VIP gifts

Posters and signs

Welcome letters/packets

Glossary

agentA bureau or person who is retained to find engagements for speakers and entertainers.

arrivalsPassengers when they arrive at a terminal.

blackout periodPeriod when group travel is not booked and rates are at peak.

boarding passThe seat assignment and airline boarding card ticket.

Broadcast Music, Inc. (BMI)Protective agency for musical copyrights.

bulkheadThe seats facing the section divider on an aircraft.

business classAn upscale seating section (midrange between coach and first class).

carrierThe airline company that transports passengers.

coachA term used to describe upgraded bus for group transfers and tours; an inexpensive fare (economy).

Convention and Visitors’ Bureau (CVB)An agency dedicated to promote a destination and service meetings at that city.

departuresPassengers when they are departing on an airline from a terminal.

destination management companyA company designed to service groups in a very specific geographic area.

ground operatorA company transferring passengers and providing tours.

group travelThe meeting attendees’ travel to and from a destination.

housingCompany handling the hotel registration for a large meeting at a destination.

in-houseAn agency designed as the official agent for a company or association, either on-site or in their own offices.

keynoteThe main address to a meeting audience by a speaker considered to be a draw.

overbookedWhen an airline sells more seats than are on a plane to allow for the no-show factor.

preboardingWhen your group is permitted to board before the other passengers.

shellsPartially preprinted, color promotional material advertising a destination; the balance of copy would promote your meeting.

tour operatorThe same as a ground operator but may offer more services (such as tours in addition to transfer from airport to hotel).

travel agentA licensed person or business group who receives commission for making air or hotel reservations.

upgradesWhen a coach ticket holder is moved up to business class or first class.

videoPromotional material on video about the airline and destinations.

vouchersTickets or passes that buy drinks and headsets or other amenities on a flight.

zone faresFares based on distance from point of departure.