chapter 3 managing supplier in mice industry

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อาจารยปวิธ ตันสกุลสํานักวิชาการจัดการ มหาวิทยาลัยวลัยลักษณE-mail: [email protected]โทร. 081-082-7273

Managing Supplies inMICE industries

Chapter 3

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IntroductionIntroductionIntroductionIntroduction• The supply side of business travel and tourism is a

complex phenomenon because of the different types of business tourism, each with their own specific supply chain. We can also split the supply side into:1. compulsory supplies, those services which are required

for all business travel, namely transport2. sectoral supplies, those services which are specific to

particular business tourism sectors, such as exhibitionvenues for the exhibition sector

3. optional supplies, services which may be used toenhance the product or experience but which are notan essential part of it such as bars and entertainment.

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OutlineOutlineOutlineOutline1. The supply side and

different types of business travel and tourism

2. The supply side of business travel and tourism

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The supply side and different types The supply side and different types The supply side and different types The supply side and different types of business travel and tourismof business travel and tourismof business travel and tourismof business travel and tourism

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1. An individual business trip1. An individual business trip1. An individual business trip1. An individual business trip

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2. Delegates attending a professional association conference2. Delegates attending a professional association conference2. Delegates attending a professional association conference2. Delegates attending a professional association conference

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3. Exhibitor at trade fair3. Exhibitor at trade fair3. Exhibitor at trade fair3. Exhibitor at trade fair

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4. Participants in incentive travel trip4. Participants in incentive travel trip4. Participants in incentive travel trip4. Participants in incentive travel trip

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The supply side of business The supply side of business The supply side of business The supply side of business travel and tourismtravel and tourismtravel and tourismtravel and tourism

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The Structure of SupplyThe Structure of SupplyThe Structure of SupplyThe Structure of Supply

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The Structure of Supply The Structure of Supply The Structure of Supply The Structure of Supply ---- BuyerBuyerBuyerBuyer1.1.1.1. TheTheTheThe corporatecorporatecorporatecorporate buyerbuyerbuyerbuyer is someone employed by a private

sector enterprise. Buying business travel services can bethe main or total role for an employee, or it may be anoccasional task within a much broader job description.

2.2.2.2. AssociationAssociationAssociationAssociation buyersbuyersbuyersbuyers is a term that covers a multitude ofdifferent types of association. Most of these organizations are non-profit making but they normally have to cover their costs. They usually, therefore, have very clear budgets for business tourism events which they must not exceed.

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Characteristics of corporate Characteristics of corporate Characteristics of corporate Characteristics of corporate and association buyersand association buyersand association buyersand association buyers

1

2

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5

6789

Corporate buyersCorporate buyersCorporate buyersCorporate buyers Association BuyersAssociation BuyersAssociation BuyersAssociation Buyers

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The Structure of Supply The Structure of Supply The Structure of Supply The Structure of Supply ---- BuyerBuyerBuyerBuyer3. Public sector buyers3. Public sector buyers3. Public sector buyers3. Public sector buyers – central

and local government, and statutory agencies – are often operating on very tight budgets. The health and education sectors are two important public sector activities which are heavily involved in organizing business tourism events.

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The Structure of Supply The Structure of Supply The Structure of Supply The Structure of Supply ---- IntermediariesIntermediariesIntermediariesIntermediaries

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Professional Conference Organizers or PCOs

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1. 1. 1. 1. DefinitionDefinitionDefinitionDefinition and other and other and other and other relevantrelevantrelevantrelevant namesnamesnamesnamesofofofof PCOsPCOsPCOsPCOs

• Definition: an independent person (individual) or organization specializing in planning and organizing conventions, meetings, exhibitions and incentives.They generally earn the fee from doing these managerial works

• Relevant namesRelevant namesRelevant namesRelevant names::::– Meeting managers - Meeting planners– Meeting coordinators - Conference managers– Event managers - Special projects managers

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2. 2. 2. 2. ScopeScopeScopeScope of work or of work or of work or of work or managerialmanagerialmanagerialmanagerialspecificationsspecificationsspecificationsspecifications for for for for PCOsPCOsPCOsPCOs

• The services provided by PCOs have become morecomplex and extensive, managers should truly be/have:– participating in planning & organization– leadership skill - coordination skill– communication skill - skills to control all details

• All the details, activities & interactions of the event,from the time of conception through to the actual event & concluding with the evaluation should be paid their highest efforts

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4. 4. 4. 4. TasksTasksTasksTasks to be performed by to be performed by to be performed by to be performed by PCOsPCOsPCOsPCOs1.1.1.1. conceiving the idea for the eventconceiving the idea for the eventconceiving the idea for the eventconceiving the idea for the event2.2.2.2. undertaking regular scheduled meetings with clientundertaking regular scheduled meetings with clientundertaking regular scheduled meetings with clientundertaking regular scheduled meetings with client3.3.3.3. selecting the siteselecting the siteselecting the siteselecting the site4.4.4.4. negotiating with the venue and other negotiating with the venue and other negotiating with the venue and other negotiating with the venue and other supplierssupplierssupplierssuppliers5.5.5.5. planning the programsplanning the programsplanning the programsplanning the programs6.6.6.6. managing managing managing managing &&&& monitoring the finances and budgetsmonitoring the finances and budgetsmonitoring the finances and budgetsmonitoring the finances and budgets7.7.7.7. promoting the event promoting the event promoting the event promoting the event &&&& delegate attendancedelegate attendancedelegate attendancedelegate attendance8.8.8.8. managing managing managing managing &&&& executing the event onexecuting the event onexecuting the event onexecuting the event on----sitesitesitesite9.9.9.9. finalizing the billsfinalizing the billsfinalizing the billsfinalizing the bills,,,, evaluating and holding postevaluating and holding postevaluating and holding postevaluating and holding post----eventseventseventsevents10.10.10.10. preparing final reports preparing final reports preparing final reports preparing final reports &&&& event evaluationevent evaluationevent evaluationevent evaluation

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4. The role of PCOs4. The role of PCOs4. The role of PCOs4. The role of PCOs• They are responsible for They are responsible for They are responsible for They are responsible for

converting clients decisions into converting clients decisions into converting clients decisions into converting clients decisions into actions, ensuring that the actions, ensuring that the actions, ensuring that the actions, ensuring that the convention project is kept both on convention project is kept both on convention project is kept both on convention project is kept both on schedule and on budget, reporting schedule and on budget, reporting schedule and on budget, reporting schedule and on budget, reporting to the convention committee or to the convention committee or to the convention committee or to the convention committee or organization executive, organization executive, organization executive, organization executive, coordinating the suppliers to the coordinating the suppliers to the coordinating the suppliers to the coordinating the suppliers to the convention and offering convention and offering convention and offering convention and offering consultative experiencesconsultative experiencesconsultative experiencesconsultative experiences....

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5. 5. 5. 5. BiddingBiddingBiddingBidding ProposalProposalProposalProposal hhhhowowowow to bid the eventto bid the eventto bid the eventto bid the event1.1.1.1. background of the host organizationbackground of the host organizationbackground of the host organizationbackground of the host organization((((ssss))))2.2.2.2. name of the eventname of the eventname of the eventname of the event3.3.3.3. objectives of the eventobjectives of the eventobjectives of the eventobjectives of the event4.4.4.4. proposed datesproposed datesproposed datesproposed dates5.5.5.5. preferred locationpreferred locationpreferred locationpreferred location6.6.6.6. themethemethemetheme7.7.7.7. accommodation requirementaccommodation requirementaccommodation requirementaccommodation requirement8.8.8.8. status or levels of eventstatus or levels of eventstatus or levels of eventstatus or levels of event

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BiddingBiddingBiddingBidding ProposalProposalProposalProposal;;;; howhowhowhow totototo bidbidbidbid thethethethe eventeventeventevent

• Anticipated attendance members and place of origin Anticipated attendance members and place of origin Anticipated attendance members and place of origin Anticipated attendance members and place of origin of delegatesof delegatesof delegatesof delegates

• type of eventstype of eventstype of eventstype of events• frequency of eventfrequency of eventfrequency of eventfrequency of event• program format program format program format program format

((((nononono.... of daysof daysof daysof days,,,, plenary sessionsplenary sessionsplenary sessionsplenary sessions,,,, concurrent sessionsconcurrent sessionsconcurrent sessionsconcurrent sessions,,,,poster sessionsposter sessionsposter sessionsposter sessions,,,, roundtable discussion groupsroundtable discussion groupsroundtable discussion groupsroundtable discussion groups,,,,workshopsworkshopsworkshopsworkshops,,,, associated toursassociated toursassociated toursassociated tours,,,, prepreprepre---- and postand postand postand post----tourstourstourstours,,,,etcetcetcetc.).).).)

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BiddingBiddingBiddingBidding ProposalProposalProposalProposal;;;; howhowhowhow totototo bidbidbidbid thethethethe eventeventeventevent• SpeakersSpeakersSpeakersSpeakers ((((numbersnumbersnumbersnumbers,,,, wherewherewherewhere

areareareare theytheytheythey fromfromfromfrom,,,, callcallcallcall forforforforpaperspaperspaperspapers,,,, interpretationinterpretationinterpretationinterpretationrequiredrequiredrequiredrequired,,,, etcetcetcetc....))))

• socialsocialsocialsocial programsprogramsprogramsprograms ((((eeee....gggg.... golfgolfgolfgolf,,,,partypartypartyparty,,,, dinnersdinnersdinnersdinners,,,, etcetcetcetc....))))

• accompanyingaccompanyingaccompanyingaccompanying personspersonspersonspersonsprogramsprogramsprogramsprograms

• fundingfundingfundingfunding,,,, fromfromfromfrom wherewherewherewhere????• FinanceFinanceFinanceFinance ((((budgetbudgetbudgetbudget &&&&

proceduresproceduresproceduresprocedures))))

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PCO activities and interactionsPCO activities and interactionsPCO activities and interactionsPCO activities and interactions

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The Structure of Supply The Structure of Supply The Structure of Supply The Structure of Supply ---- SuppliersSuppliersSuppliersSuppliers• suppliers can be divided into 5 types: destinations,

venues,transport, accommodation and ancillaryservices.

1. Destination is a place where the main focus of thebusiness travel trip will be

2. Venues are the places where business tourismevents actually take place.

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Ways of classifying venuesWays of classifying venuesWays of classifying venuesWays of classifying venues

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Purpose-Built Convention and Exhibition Centre

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1. 1. 1. 1. Definitions Definitions Definitions Definitions andandandand CharacteristicsCharacteristicsCharacteristicsCharacteristics• PurposePurposePurposePurpose----built convention built convention built convention built convention &&&& exhibition center is a purposeexhibition center is a purposeexhibition center is a purposeexhibition center is a purpose----

builtbuiltbuiltbuilt,,,, stand alone facility used principally for meetingsstand alone facility used principally for meetingsstand alone facility used principally for meetingsstand alone facility used principally for meetings,,,,conventionsconventionsconventionsconventions,,,, trade shows and exhibitionstrade shows and exhibitionstrade shows and exhibitionstrade shows and exhibitions

• It will have catering facilities but It will have catering facilities but It will have catering facilities but It will have catering facilities but need not include need not include need not include need not include accommodationsaccommodationsaccommodationsaccommodations

• It provides a large flexible spaceIt provides a large flexible spaceIt provides a large flexible spaceIt provides a large flexible space,,,, could be subdivided into could be subdivided into could be subdivided into could be subdivided into several rooms or sectionsseveral rooms or sectionsseveral rooms or sectionsseveral rooms or sections,,,, etcetcetcetc.... for different purposesfor different purposesfor different purposesfor different purposes

• It should be able to host a wide variety of eventsIt should be able to host a wide variety of eventsIt should be able to host a wide variety of eventsIt should be able to host a wide variety of events,,,, be be be be equipped with latest technology and offer number of equipped with latest technology and offer number of equipped with latest technology and offer number of equipped with latest technology and offer number of servicesservicesservicesservices

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2. 2. 2. 2. Rationale of PurposeRationale of PurposeRationale of PurposeRationale of Purpose----built Cbuilt Cbuilt Cbuilt C....CCCC....• These centers have helped to

expand the MICE industryboth in national andinternational levels

• These facilities are specializedin the convention andmeetings of large-size events

• These centers have broughteconomic renewal and anenhancement of civic pride toa city, region or nation

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2. 2. 2. 2. Rationale of PurposeRationale of PurposeRationale of PurposeRationale of Purpose----built Cbuilt Cbuilt Cbuilt C....CCCC....• SomeSomeSomeSome examples of purposeexamples of purposeexamples of purposeexamples of purpose----built convention or exhibition centers built convention or exhibition centers built convention or exhibition centers built convention or exhibition centers

in in in in ThailandThailandThailandThailand;;;;1.1.1.1. QSNCC, Bangkok QSNCC, Bangkok QSNCC, Bangkok QSNCC, Bangkok (G)(G)(G)(G)2.2.2.2. BITEC, Bangkok BITEC, Bangkok BITEC, Bangkok BITEC, Bangkok (H)(H)(H)(H)3.3.3.3. IMPACT, IMPACT, IMPACT, IMPACT, NonthaburiNonthaburiNonthaburiNonthaburi (I) (J)(I) (J)(I) (J)(I) (J)4.4.4.4. Paragon Hall (Siam Paragon, Bangkok) Paragon Hall (Siam Paragon, Bangkok) Paragon Hall (Siam Paragon, Bangkok) Paragon Hall (Siam Paragon, Bangkok) (A)(A)(A)(A)5.5.5.5. CentaraCentaraCentaraCentara Grand Bangkok Convention Centre (Central World) Grand Bangkok Convention Centre (Central World) Grand Bangkok Convention Centre (Central World) Grand Bangkok Convention Centre (Central World) (B)(B)(B)(B)6.6.6.6. Golden Jubilee Convention Hall, Golden Jubilee Convention Hall, Golden Jubilee Convention Hall, Golden Jubilee Convention Hall, KhonKhonKhonKhon KaenKaenKaenKaen University University University University (C)(C)(C)(C)7.7.7.7. PEACH, PEACH, PEACH, PEACH, PattayaPattayaPattayaPattaya (D)(D)(D)(D)8.8.8.8. PhuketPhuketPhuketPhuket Exhibitions, Meetings & Conferences (Exhibitions, Meetings & Conferences (Exhibitions, Meetings & Conferences (Exhibitions, Meetings & Conferences (PhuketPhuketPhuketPhuket Expo) Expo) Expo) Expo) (E)(E)(E)(E)9.9.9.9. International Convention International Convention International Convention International Convention CenterCenterCenterCenter, , , , HatyaiHatyaiHatyaiHatyai, , , , SongklaSongklaSongklaSongkla (F)(F)(F)(F)

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ขอมลูศนูยการประชมุขอมลูศนูยการประชมุขอมลูศนูยการประชมุขอมลูศนูยการประชมุ1. ขอมูลเบื้องตน และจดุเดนของสถานที่2. โครงสรางการบริหารงานองคกร (Organization Chart)3. ขนาด ความจุ การรองรับการประชุมรูปแบตางๆ4. สิ่งอํานวยความสะดวก และการบริการเสริมอื่นๆ

เวลาในการนาํเสนอเวลาในการนาํเสนอเวลาในการนาํเสนอเวลาในการนาํเสนอ 10101010 นาทีนาทีนาทีนาที หมดเวลาเตรยีมนาํเสนอหมดเวลาเตรยีมนาํเสนอหมดเวลาเตรยีมนาํเสนอหมดเวลาเตรยีมนาํเสนอ 15.3015.3015.3015.30 นนนน....

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3. 3. 3. 3. Interior FacilitiesInterior FacilitiesInterior FacilitiesInterior Facilities• TheTheTheThe facilities provided inside the purposefacilities provided inside the purposefacilities provided inside the purposefacilities provided inside the purpose----built Cbuilt Cbuilt Cbuilt C....C C C C

includeincludeincludeinclude• space for conventions & exhibitions• various types and styles of meeting rooms• space for the provision of food & beverages for

delegates• common areas for breakout sessions• sufficient areas throughout the centers to enable the

registrations of different groups who may be using the facility at the same time

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4. 4. 4. 4. Management Management Management Management &&&& OperationsOperationsOperationsOperations• Funding & financial approaches

• publicly owned & funded by local or state government

• operated by a designated board or authority• it has to be self-supporting, making profit &

provide positive economic impact to the city

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5. Management & Organizational Structure

1. sales & marketing aspects of business2. levels & availability of client services3. management, administration and control of the

center (including staffing, recruitment, selection,induction & training)

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Functional Organization chart for Functional Organization chart for Functional Organization chart for Functional Organization chart for PurposePurposePurposePurpose----built convention centrebuilt convention centrebuilt convention centrebuilt convention centre

Policy-making body / Board

Sales and Marketing

Operations Finances andAdministration

Human Resources

• Convention and exhibitions sales and reservation

• Public relations• Advertising• Link w/

community, CVB

• Event coordination• F&B preparation

and service• Reception• AV support• Security / Parking• Housekeeping• Engineering• Maintenance

• Account receivable• Accounts payable• Purchasing• Payroll• Convention and

exhibition bills

• HR planning• Staffing• Training• Performance

appraisal• Industrial relation

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1. Staffing1. Staffing1. Staffing1. Staffing• Staff are the key resource and Staff are the key resource and Staff are the key resource and Staff are the key resource and

the key to each centerthe key to each centerthe key to each centerthe key to each center’’’’s success.s success.s success.s success.

• What makes them able to What makes them able to What makes them able to What makes them able to differentiate their product and differentiate their product and differentiate their product and differentiate their product and service is the quality of their service is the quality of their service is the quality of their service is the quality of their staff and how well those staff staff and how well those staff staff and how well those staff staff and how well those staff service the needs and wishes of service the needs and wishes of service the needs and wishes of service the needs and wishes of the customer.the customer.the customer.the customer.

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1.1.1.1. Staffing• More attention is being given to the recruitment,

selection and training of high-quality staff– Full time, or core staff, should have multiple skills– Casual or contract staffs (supplied by specialist

employment agencies)• However, casual or contract staff should be trained

to meet the standard requirements as same as those core staff, this is to maintain high levels of customer care

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2. S2. S2. S2. Salesalesalesales &&&& MMMMarketingarketingarketingarketing aspectsaspectsaspectsaspects ofofofof businessbusinessbusinessbusiness1. Focuses on a number of market sector, but typically pays

attention to association business (both national and international levels)

2. To have in-coming events, they need to develop client contacts, converting enquiries and promoting the venue by demonstrating the venue’s attributes, products & services to PCOs and event planners

3. Often works with CVB and other suppliers in promoting the destination

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3. L3. L3. L3. Levelsevelsevelsevels &&&& AAAAvailabilityvailabilityvailabilityvailability ofofofof CCCClientlientlientlient SSSServiceserviceserviceservices

Client Process

Customers/Clients Venue Mgr. Rep.

Enquiries Check for availability

Organizing a site inspection & negotiation

Planning for an operational plan, programs & etc.

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4. 4. 4. 4. FoodFoodFoodFood &&&& BeverageBeverageBeverageBeverage OperationsOperationsOperationsOperations� could be contracted out to external catering

companies� alternatively, centers might have their own in-

house facilities serving on the quality of both their food preparation & service

� any of them, asking about variety in terms of international styles, prices and levels of services?

� Should include meals, refreshments, fast-food centers, etc.

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5. 5. 5. 5. Revenue GenerationsRevenue GenerationsRevenue GenerationsRevenue Generations• RRRRoomoomoomoom charge for the charge for the charge for the charge for the

facilitiesfacilitiesfacilitiesfacilities• FFFF&&&&BBBB,,,, barsbarsbarsbars,,,, restaurantsrestaurantsrestaurantsrestaurants,,,,

coffee shopscoffee shopscoffee shopscoffee shops,,,, etcetcetcetc....• PPPProvisionrovisionrovisionrovision of AV of AV of AV of AV &&&& ITITITIT• PPPProvisionrovisionrovisionrovision of support of support of support of support

servicesservicesservicesservices• PPPProvisionrovisionrovisionrovision of signage of signage of signage of signage

service service service service &&&& postersposterspostersposters

• Security Security Security Security &&&& HHHH////KKKK• charges from car parkingcharges from car parkingcharges from car parkingcharges from car parking• business centersbusiness centersbusiness centersbusiness centers• retail shops retail shops retail shops retail shops &&&& servicesservicesservicesservices• leasing spaces for banksleasing spaces for banksleasing spaces for banksleasing spaces for banks,,,,

clinicsclinicsclinicsclinics,,,, bookshopsbookshopsbookshopsbookshops,,,, etcetcetcetc....• banner promotionbanner promotionbanner promotionbanner promotion• escorted educational toursescorted educational toursescorted educational toursescorted educational tours

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Hotel & Residential Venues

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1. 1. 1. 1. BackgroundsBackgroundsBackgroundsBackgrounds

• totototo fulfill its business fluctuation fulfill its business fluctuation fulfill its business fluctuation fulfill its business fluctuation ((((peak peak peak peak &&&& valleyvalleyvalleyvalley))))

• somesomesomesome hotelshotelshotelshotels,,,, are specialized in MICE are specialized in MICE are specialized in MICE are specialized in MICE sectorssectorssectorssectors

• totototo generate revenuesgenerate revenuesgenerate revenuesgenerate revenues,,,, especially from Fespecially from Fespecially from Fespecially from F&&&&BBBB,,,,meeting facilities and other meeting facilities and other meeting facilities and other meeting facilities and other servicesservicesservicesservices

• totototo have such value added facilities have such value added facilities have such value added facilities have such value added facilities &&&& servicesservicesservicesservices

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2. 2. 2. 2. KeyKeyKeyKey playersplayersplayersplayers• HotelHotelHotelHotel GMGMGMGM isisisis oneoneoneone ofofofof thethethethe ultimateultimateultimateultimate

responsibilityresponsibilityresponsibilityresponsibility forforforfor thethethethe successsuccesssuccesssuccess ofofofof anyanyanyanyeventeventeventevent runningrunningrunningrunning withinwithinwithinwithin thethethethe venuevenuevenuevenue

• otherotherotherother departments include Fdepartments include Fdepartments include Fdepartments include F&&&&BBBB,,,, HHHH////KKKK,,,,FFFF////OOOO,,,, Sales Sales Sales Sales &&&& MarketingMarketingMarketingMarketing,,,, engineeringengineeringengineeringengineering,,,,etcetcetcetc....

• in generalin generalin generalin general,,,, sales sales sales sales &&&& marketing manager marketing manager marketing manager marketing manager or convention manager leads the most or convention manager leads the most or convention manager leads the most or convention manager leads the most important role in this area of hotel important role in this area of hotel important role in this area of hotel important role in this area of hotel businessbusinessbusinessbusiness

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3. 3. 3. 3. OrganizationalOrganizationalOrganizationalOrganizational StructuresStructuresStructuresStructures

1.1.1.1. RRRReporteporteporteport totototo FFFF&&&&BBBB directordirectordirectordirector

2.2.2.2. RRRReporteporteporteport totototo salessalessalessales &&&& marketingmarketingmarketingmarketing directordirectordirectordirector

3.3.3.3. RRRReporteporteporteport directlydirectlydirectlydirectly totototo generalgeneralgeneralgeneral managermanagermanagermanager ((((GGGG....MMMM....))))

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3.1 Report to FB directorHotel GMHotel GMHotel GMHotel GM

Hotel executive committeeHotel executive committeeHotel executive committeeHotel executive committee

Food and Food and Food and Food and Beverage Dir.Beverage Dir.Beverage Dir.Beverage Dir.

Sales and MKT Sales and MKT Sales and MKT Sales and MKT DirectorDirectorDirectorDirector

Room DivisionRoom DivisionRoom DivisionRoom DivisionManagerManagerManagerManager

AccountantAccountantAccountantAccountant

Convention Convention Convention Convention ServicesServicesServicesServices

Banquet Banquet Banquet Banquet operationsoperationsoperationsoperations

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3.2 R3.2 R3.2 R3.2 Reporteporteporteport totototo salessalessalessales&&&& marketingmarketingmarketingmarketing directordirectordirectordirector

Hotel GMHotel GMHotel GMHotel GM



Room DivisionRoom DivisionRoom DivisionRoom DivisionManagerManagerManagerManager



Convention Convention Convention Convention ServicesServicesServicesServices


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3.3 R3.3 R3.3 R3.3 Reporteporteporteport directlydirectlydirectlydirectly totototo GGGG....MMMM....Hotel GMHotel GMHotel GMHotel GM




Convention Convention Convention Convention Service Mgr.Service Mgr.Service Mgr.Service Mgr.



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4. 4. 4. 4. TheTheTheThe clientclientclientclient processprocessprocessprocessBroken down into two distinct segments

1. events requiring a small number of accommodation, e.g.15-30 rooms

2. events requiring larger number of accommodation, over30 rooms

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ThreeThreeThreeThree approachesapproachesapproachesapproaches totototo thethethethe clientclientclientclient processprocessprocessprocess

1.1.1.1. MgrMgrMgrMgr.... sellssellssellssells,,,, arrangesarrangesarrangesarranges andandandand worksworksworksworks withwithwithwith thethethethe organizerorganizerorganizerorganizerfromfromfromfrom thethethethe initialinitialinitialinitial contactcontactcontactcontact untiluntiluntiluntil thethethethe completioncompletioncompletioncompletion ofofofof thethethetheeventeventeventevent

2.2.2.2. coordinatorscoordinatorscoordinatorscoordinators orororor mgrsmgrsmgrsmgrs shouldshouldshouldshould workworkworkwork closelycloselycloselyclosely withwithwithwith thethethethedailydailydailydaily operationsoperationsoperationsoperations untiluntiluntiluntil thethethethe endendendend ofofofof eacheacheacheach daydaydayday

3.3.3.3. checkcheckcheckcheck forforforfor customercustomercustomercustomer satisfactionssatisfactionssatisfactionssatisfactions,,,, negotiationsnegotiationsnegotiationsnegotiations andandandandotherotherotherother additionaladditionaladditionaladditional requirementsrequirementsrequirementsrequirements

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CCCClientlientlientlient processprocessprocessprocess

Telephone call�

Site Inspection�

Contract negotiation�

Contract signed�

Contract signed

Sale Department�

Sale person�

Sale person�

Sale person�

Sale person

Opportunity�

Opportunity�

Opportunity�

Opportunity

ClientClientClientClient HotelHotelHotelHotel Transition PointTransition PointTransition PointTransition Point

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The Structure of Supply The Structure of Supply The Structure of Supply The Structure of Supply ---- SuppliersSuppliersSuppliersSuppliers3. Transport clearly is vital to business tourism in that

it moves the business traveller to their desireddestination, and then moves them around thedestination.• air transport – scheduled and charter flights, private

aircraft, air taxis, chartered helicopters• rail transport – scheduled railways, steam railways• road transport – private cars, scheduled buses,

chartered coaches, car hire, taxis• water transport – ferries, cruise ships.

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ConclusionConclusionConclusionConclusion• We have seen that the supply side in business travel

and tourism is highly complex and varies betweentypes of business tourism events.

• At the same time,we have noted that there are clearlinks and interdependencies between buyer andintermediaries and intermediaries and suppliers.

• The whole industry is supported by a range of othersupply-side organizations, including trade media andprofessional bodies.

chapter 3 managing supplier in mice industry

Business