There have been many definitions of what a destination management company is, does and should do. One of the best we’ve found in our research comes from Australian-based representation company, Destination Marketing Services.
It says a DMC “is a specialised company that has a full understanding of the incentive and conference markets; an intimate knowledge of a destination; and is able to organise all aspects of incentive and conference and group travel.”
A DMC’s services “are tailor-made to suit the individual needs of each of their clients, and their up-to-date knowledge of the local scene and professional expertise will assist the client in exploiting the resources of the destination in the most effective way.”
Their services “involve not only basic ground arrangements such as transfers, but also special arrangements such as dinners at private homes, private ballet performances, dinners at museums, entry to private golf courses, etc. The advantage of using a DMC is that they are there to co-ordinate an entire program and make sure that all the pieces of the puzzle fit together.”
According to Destination Marketing Services, a DMC should be able to offer:
• Local knowledge • Expertise
• Buying power • Logistical arrangements
• Contingency plans • Site inspections
• Value for money • Tailored programs
• Connections with venues • Individualised travel
• Personalised service • Delivery and quality control
• Technical visits • Flexibility
Other individuals we have spoken to have placed as paramount importance in the use and selection of a DMC that of communication. A group from a foreign country can have peace of mind in selecting a DMC if their DMC can speak their language as well as offer local knowledge in the destination they are working in. An incentive group from China to Sydney, for example, would ideally like a DMC who speaks Mandarin but has local knowledge (and language skills) to effectively communicate with local operators.
And according to Destination Marketing Services, a DMC should provide the following:
• Buying power • Creative thinking
• Local knowledge • Understanding
• Should have a good reputation in the industry
• Possess a track record of high calibre clients
• Be able to provide creative sample itineraries
• Be driven by prompt communication
• Have access to private venues
• Offer flexibility in their programs
 To DMC or not to DMC
According to CEO of Destination Asia, James Reed, a good destination management company should qualitatively enhance a group’s experience and should actually save a client money through better bargaining power.
“Our eight Asia companies [in Thailand, Vietnam, China, Hong Kong, Cambodia, Indonesia, Laos and Burma] are all locally based with all staff located in the major cities and resorts so we have access to costs and rates that are contracted only to locally based DMCs ,” he explains.
“Our significant dollar volume into the major Asia hotels, off-site venues and transportation enables us to also secure extra cost savings.
“A good DMC should be able to create new experiences. It is our “reason d’etre”. [This is especially true] in Asia where we literally live amongst innumerable and unique cultural, historical and natural wonders and sites. A good DMC should have ready access to special events / sites that can be tailored to any client’s needs.”
This is an opinion shared by Lewis Bloom of Best of Asia Travel Marketing. While not a DMC, per se, the company represents Exotissimo Travel and other companies, and has a good working knowledge of MICE business in many parts of Asia.
“A good DMC offers experience, intuition, creativity and price effectiveness to make each and every program unique and distinctive to meet the goals established for the event,” Mr Bloom says.
According to Destination Asia’s James Reed, Destination Asia is often called in to “take over” a MICE project after it has been initiated by others.
“This is usually because the originally selected DMC cannot deliver what they promised and Destination Asia [often on the recommendation of local hotels or airlines] is then asked to ‘take over’ and resurrect the event.
“A very common situation is where a small DMC states that they “have an office in Vietnam” and planning proceeds. Late in the piece the corporate client or the incentive house contacts us - in a panic - as the originally selected DMC is slow, does not directly answer communications about on-site logistics details, or is vague about venue specifics or location, or cost, or menus, or costings.
“It is only then that the corporate client or incentive house is informed by us that the originally selected DMC is actually using its Bangkok office to sub-contract with another supplier in Vietnam or Cambodia or Burma that the nature of the problem[s] become apparent .
“This scenario happened, on average, four or five times per year [from 1997 – 2003] as Indochina became a popular incentive destination, but is now down to one or two times per year as most incentive houses realise that they need an experienced and Asian-based DMC to handle the logistics of their annual incentive program.”
Mr Reed’s comments, however, are in contrast to Lewis Bloom’s, who says that the location of the DMC is not significant “providing the DMC is capable of knowledgeable selection, best price and service practises and competent service management.”
“In the case of Best of Asia, with over 40 years’ experience and regular direct contact with suppliers, this service is viable and effective. Does a DMC/PCO in Sydney have to based in Tasmania or New Zealand to provide the services there? So what is the difference? We recommend, compile and negotiate with all service providers and also have the good fortune to represent some of them! A conflict…I think not since we only represent the best!”
NOMINATION: Diethelm Events
BY: Carla Ponder, Eventcorp & Gold Coast Destination Management
“We love Diethelm! We used them in a dual destination incentive in March in Bangkok and Phuket where they handled everything from our meet and greet, porters, transfers, police escorts and transfers as well as all tours in both destinations. Last minute changes, organisation – everything was fantastic and handled with a `no problem’ attitude. It was a challenging event and Andy was a star - with a great team to support him!”
NOMINATION: Destination Asia
BY: Les Alford, Incentive House
“We are using Destination Asia in Hong Kong to look after a major 1000 delegate event in Macau next year. Like Diethelm Events they are also quite proactive and our association with Jenny May and Adrianne Lynch is closely mirroring the Diethelm Events experience.”
NOMINATION: Destination Asia
BY: Helen Guss, Solterbeck
“Destination Asia provides exemplary and consistent service irrespective of the country/city in which you utilise their services. In the lead-up to the event, response times are fast. On site, service is outstanding. Destination Asia have always provided a senior member of staff (generally a Westerner) on-site with us at our most important functions thus ensuring the success of those functions. Most importantly, Destination Asia offer suggestions that are creative rather than standard – which is so refreshing. Their pricing is very competitive making it so much easier for us to sell events to our clients.”
NOMINATION: Diethelm Events
BY: Rhonda Norman, Millbank Marketing & Events
“Diethelm Events would [have to] be the most outstanding DMC I have ever experienced – attention to detail is flawless, execution of events is timely and efficient… the most amazing and friendly staff… nothing is ever too much trouble. I recommend to everyone going to Asia!”
EDITOR’S NOTE: While Best of Asia Travel Marketing reports to be a DMC, it is in the editor’s opinion that it is more of a representation company than a traditional DMC per se. The level of experience of destination management companies nominated above are not known by miceASIA.net magazine and we therefore recommend that you do your own research prior to engaging any of these companies.
NOMINATION: Diethelm Events
BY: Les Alford, Incentive House
“Our partner in our business in Thailand and Laos is Diethelm Events lead by David Barrett. They have always been proactive, inventive and service orientated. We at Incentive House look for a long term association with our selected DMC and this has been the case with Diethelm.”
NOMINATION: Diethelm Events
BY: Wiyada Sornprapha, Shangri-La Hotel, Bangkok
“Our partner in our business in Thailand and Laos is Diethelm Events lead by David Barrett. They have always been proactive, inventive and service orientated. We at Incentive House look for a long term association with our selected DMC and this has been the case with Diethelm.”
NOMINATION: Diethelm Events
BY: Wiyada Sornprapha, Shangri-La Hotel, Bangkok
“… one of Asia’s top DMCs is Diethelm Events and the reason is they are professional to work with. They protect their customers’ interests while considering the logistics and long-term partnership with our hotel.”
NOMINATION: Diethelm Events
BY: Bryan Andrews, The Islands Only Team
“David Barrett at Diethelm has a philosophy that anything is possible. It may cost, but anything is possible. Whatever we asked for, he delivered…..He has NEVER let us down. I have never used anyone else for MICE programs in Thailand and unless there is a major disaster, have no intention of switching to another DMC.”
NOMINATION: Oriental Leisure
BY: Jo Mahoney, Leading Edge Conferences
“I used Oriental Leisure in Phuket in August and they were sensational. Staff were dressed in orange, highly visible clothing, there were four to greet us at the airport so we couldn’t get lost, [and] someone escorted each bus. They had people stationed at the hotel on the days we required them from early morning to late evening, and on the day that I left they stayed around for more than two hours just to say goodbye to me. They were never flustered, always professional and quickly and efficiently made all my last minute changes. Just brilliant!”
NOMINATION: Destination Asia
BY: Greer Dixon, Carlson Marketing
“Destination Asia (DA) was our DMC for three extremely successful client incentive programs to Vietnam in 2007. Vietnam is definitely the hot spot destination to go and DA showcased the best Saigon, Hanoi, Danang and Hoi Ann has to offer, coming up with new and inspiring ideas that had the wow factor! They ensured no individual left without the experience of a lifetime. One attendee commented ‘I would never have done half these activities if I came on my own, thank you for making our experience in Vietnam completely unforgettable!”
NOMINATION: East West Executive Travellers
BY: Georgina Hart, Australian Medical Association
“I have been introduced to them as a DMC for Singapore when attending a famil there back in August. The staff are incredibly knowledgeable of the area and provide a wide variety of services to suit each organisation. [They] were also very helpful in organising additional appointments outside the famil program and providing assistance upon my return to Australia. They also have offices in Malaysia, China and Indonesia.”
NOMINATION: Pacific World
BY: Susan Enright, Directions
“Directions has been working with Pacific World and its network of DMCs in Asia for many years and we have consistently aligned ourselves with them for their exceptional level of service, dedication and determination to seek out the extraordinary in each destination. In partnering with Pacific World, you are always assured of their trust, professionalism and integrity. There is no other DMC in Asia!”
NOMINATION: The Events Team
BY: Debbie Tang, New York Life Insurance Worldwide Ltd.
“Having been in the incentive conference business for over 10 years, I rate The Events Team the best among all other suppliers that I have worked with. They are creative and always add innovative ideas to the program. They work together with the client as a partner, not just a supplier. They often take initiative to enhance even the smallest details of the program and find the best way to maximise the money clients spend. They take good care of the delegates and motivate them, which helps ensure the conference is being held in a good atmosphere.”
NOMINATION: Best of Asia Travel Marketing
BY: lana Den for Melissa Wright,
Conference Call (Australia) Pty Ltd
“We found Best of Asia to be extremely helpful in assisting us in putting our program (Lexmark’s AP Incentive) to Cambodia together and Exotissimo were highly professional and detailed in their delivery of the program. We would certainly use Best of Asia and Exotissimo again for our clients’ programs in future.”
NOMINATION: Best of Asia Travel Marketing
BY: Lilly Siegel, Toorak Travel American Express
“They are efficient, friendly and always helpful with providing information and assistance with bookings and nothing is too much trouble. Our office has utilised their services throughout the Asian region on numerous occasions and all we have had are very satisfied customers.”
NOMINATION: Best of Asia Travel Marketing
BY: Lisa Bahamondes, MTA Travel
- Mobile Travel Agents
“The reason [I nominate Best of Asia] is their experience of Asia and willingness to help out with any of my requests (no matter how silly or trivial). They are always on the ball with their information and offering great advice and prices for all my clients. I have never been let down by their staff and they have always exceeded my expectations when I work with them. I would recommend Lewis Bloom and the team to anyone looking to travel to Asia.”
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