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Best Practice For Preparing & Operating Fam Trips & Site Inspections

This document provides guidance on best practices for conducting familiarization or "fam" trips and site inspections for tourism businesses. It discusses the key differences between speculative fam trips initiated by destinations and specific site inspections initiated by customers. Site inspections are described as "sales calls on steroids" where representatives can experience the product or service firsthand. The document outlines expectations incentive planners have for hotels, such as delivering exceptional experiences, attention to detail, and partnership in the planning process. It emphasizes that hotels are an integral part of the overall incentive travel experience and should focus on customization, creativity, and going above and beyond to meet the needs of incentive groups and win their business.

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Gashaw Haile
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43 views

Best Practice For Preparing & Operating Fam Trips & Site Inspections

This document provides guidance on best practices for conducting familiarization or "fam" trips and site inspections for tourism businesses. It discusses the key differences between speculative fam trips initiated by destinations and specific site inspections initiated by customers. Site inspections are described as "sales calls on steroids" where representatives can experience the product or service firsthand. The document outlines expectations incentive planners have for hotels, such as delivering exceptional experiences, attention to detail, and partnership in the planning process. It emphasizes that hotels are an integral part of the overall incentive travel experience and should focus on customization, creativity, and going above and beyond to meet the needs of incentive groups and win their business.

Uploaded by

Gashaw Haile
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Best Practice for

Preparing & Operating


Fam Trips & Site Inspections

Site Inspection

Business Tourism
V Leisure

Choice &
Motivation
4

How do you influence


this choice?

Advertising
Print newspaper, magazine, special journal
Radio, TV, Film
Online & Social Media
Direct Sales
Exhibitions
Experiences
5

What is the single most important


factor in any or all of these
channels?

THE CORRECT AUDIENCE

What is the single most effective way


of converting this audience?
EXPERIENCE THE PRODUCT / SERVICE

What is the single most effective way


of experiencing
the product / service ?
VISIT THE DESINTATION / HOTEL

Familiarisation/Educational Trip

Speculative
Initiated by destinations / venue

10

Site Inspection
Specific
Initiated by customer

11

Site Inspection
Sales call
on steroids
12

The conference attendee is


Paying their own bill
Most interested in content of conference
May book hotel in or outside of block
Travelling alone
Have potential to extend for holiday
Choses to attend or not attend the
conference
Required CPD points

13

The event attendee is

Paying their own expenses


Choses to attend event
Consumer outlook
Younger
Travelling with friends
Once off attendee
Seeking experiences
14

The exhibition attendee is

Not paying their own expenses


Business mindset
Sales and technical personnel
Has potential to extend stay
Travels alone
Likely to book own accommodation
Repeat attendee
15

The meeting attendee is

Not paying their own bill


Travelling alone
Coming form same company / culture
Has potential to extend stay
Did not chose hotel / destination
Business mindset

16

The incentive traveler is


Sophisticated & well travelled
Accustomed to 5 star & beyond
Not slow to compare with other
experiences
Usually with their spouse or partner
Not paying the bill
In a hotel they did not personally choose
High disposable income
17

Focus on
Possibilities
18

Its The Details


That Deliver
19

Delivering the Experience


A whole range of players will be involved in
this process
Airlines/cruise ships/coaches
Taxis/ground transportation
Hotels & accommodations
Restaurants/shops/attractions
Hotels will be a key element
20

INCENTIVE TRAVEL

HOTEL

21

The Site Definition of Incentive Travel


Incentive travel is a global management tool that uses
an exceptional travel experience to motivate and/or
recognise participants for increased levels of
performance in support of organisational goals
Understanding the chain of events that leads to the
arrival of these guests is the key to a hotels successful
delivery of the exceptional travel experience

22

Hotels & Incentive Quality


Having five stars on your hotel wall does not
guarantee incentive quality
It takes an understanding of the product and
an ability to deliver beyond the promise

23

What do Incentive Planners Expect


From a Hotel

Everything that is in the contract .and more


Good location & access in the destination
Concise dialogue with the hotel staff designated
Daily review meetings on site
Honesty re delivery capabilities

24

More Planner Expectations


The willingness of the hotel to work with other
than regular partners within the destination
That the hotel will accept that events in the
programme will be held off property
The need for the group to explore the destination
Hotels should be aware of activities/experiences
outside of hotel (e.g. golf tee times)
Caution core business v partnership
25

Incentive Planners are


Perfectionists
They pay great attention to all of the details
It is their reputation that is on the line
They are always aware of their clients
competition
They expect senior hotel management to look in
on group activities within the property
Recognise their clients VIP status
26

Incentive Quality Hotels are partners in


the Planning Process
They have creative ideas to assist the
planner
They recommend other players in the
destination
They respond to short notice briefs
They have rich media / collateral

27

More ways the Hotel can Help


Involve senior management in the hotel site
inspections
Identify all local taxes applicable
Create new theme events . utilise the local
community
Make the hotel an ally of the planner
serving a common client
Involve the chef & catering staff
Extra porterage for check in / out
28

Hotel Themed Dinners / Events

Creativity & imagination


Deliver with flair
Meet the high expectations
Do not use tired themes & props
Key moment in programme

Hotel staff must find out about

group demographics
previous experiences
Incentive Travel Programme Theme
budget levels for this event
29

Creative Planning by the Hotel


How long will the group be in the
destination
Entertainment styles required/expected
Banquet or buffet
Sparkling wine or champagne
These events offer the hotel staff great
opportunities to showcase the property, its
capabilities and its staff
30

Hotels are an Integral Part of the


Incentive Trip Experience
They are part of the destinations appeal
Their creativity can help produce the most
memorable and motivational moments of the trip
Just as people remember hotels .so hotels
must remember their guests
UNDER PROMISE OVER DELIVER

31

Brand Value Proposition

?
?

Unique
Experiences

?
?
32

The Pre Planning Process

33

6
Principles of
Planning

P, P, P, P, P,
P
34

HOW
As a Job Interview

35

Questions?

36

Assumptions / Assessment

37

Site Inspection
Participant ???

Single/ Partner
Qualified
Track record
Titles and Responsibilities
38

WHO

Single / Partner
Gender sensitive
Qualified
Track record
Titles and Responsibilities

39

WHEN
When it suits the customer
Dress code
Payment policy

40

WHAT
As the participant will
experience it
Special experiences
With care
Dietary/Religious
preferences
41

Exercise
42

Feature

Benefit

Quantity of rich media


available
Internationally certified/trained
staf
Reduced theming costs
Business owns coaches &
limousines
Grant support available from
DMO
24 hour access for queries
Large cohort of trained guides
Multilingual staf
Ability to give extra value
rates over weekend
No in house contracted
suppliers

43

Feature

Benefit

Swimming pool / Gym


Private cinema
No waiting for room service
24 room service
Award winning chef
Optional dining locations
Sister hotel in close proximity
Private art collection
Sophisticated floral
arrangements
No min F&B requirements
Owner managed
44

Sell the
Destination
45

Build a destinations reputation


by connecting the genius of its
people to the needs of the
global marketplace

- Simon Anholt

46

The Content
47

THE CONTENT
Briefing Document
General /Gap Presentations
Active Participation

48

THE CONTENT

Free / Down Time


Shopping
Competitive Show Around
Surprise with care
Participation, Participation,
Participation
49

Hotel / Venue
50

Arrival

Airport
Signage
People
Spelling
Transportation- make of
vehicle
51

Hotel

Signage
People clap in
Rooms ready
Letters of welcome
Room gift
Native language
52

Elevator
Pitch
53

Elevator Pitch
Write down your companys unique
selling proposition in a single, pithy
statement of no more than half a
minute in length

54

Elevator Pitch 4 Key Elements

Make an irrefutable statement


Establish Credibility
List 2 or 3 Benefits (Not Features)
End with a Call to Action or a Question

55

THE SHOW
AROUND
4 Principles

56

Know your
Product
57

Know your
Audience
58

Know your
Competition
59

Know the
Expectations
60

WHO

GM
Duty Manager
Receptionist
Technician
Sales Manager
BE EARLY/ RIGHT ATTIDTUDE

61

THE PRODUCT

Weddings are Us
Meetings are Us
Rooms are Us
Benefits Features
Level of Experience of Buyer

62

THE PRODUCT
Worst room / best room
Suites
Operating and Physical
Standards
Portfolio of photos/ rich media
of relevant events
63

THE OFFERING
Pricing euros /dollars /
sterling
Net / Rack
Terms / Conditions
Discounts
Commissions
64

THE OFFERING
Customised
Creative
Beware of Surprises

65

TRAPS

Dirty corridors
Occupied rooms
Room Location
Capacities
Wake Up
Breakfast
Luggage
66

SITE INSPECTION
POLICY

Number
Inclusions/Exclusions
Participants
F&B
No surprises

67

FOLLOW UP

Conversion- now / future


CRM
Positive Memory Builder
Digital Camera etc

68

Follow Up

FOLLOW UP

Wedding brochure
Wedding
brochure
Local
Language
collateral
Local
Language collateral
Post
back
Post
back / Personalize
Mass
Mailing
Mass Mailing/personalize
Phantom
participant
Phantom participant
69

SUCCESS
70

Go The Extra Mile to Win


Be flexible
Be creative
Involve the local community
Share the business leads
Understand the Incentive industry
YOU HAVE TO BE IN IT TO WIN IT

71

Pre-Planning
72

Right People
73

Customisation
& Creativity
74

Relevant
75

Sell the
Destination
76

Cooperation
77

Follow Up
78

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