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Is Under Duress; The Challenge to CVB's |
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by John R. Hendrie, CEO Hospitality Performance, Inc., July 2005
Literally every Destination Marketing Organization is under duress. Budgets have been slashed, resources and staff diminished, mandates of more with less to the echo of irritable stakeholders, "What have you done for me lately?" The public trough and trust is no longer bubbling and rushing along � it is barely moist. Unexpected and warranted Executive departures, fiscal malfeasance, Convention Center Bonds defeated, dissension in the Hospitality community � these types of articles lead the news. As reported by Kathy Bergen of the Chicago Tribune, �Competition for conventions and trade shows has become cutthroat as construction of exhibition halls proliferates, with relative newcomers Las Vegas and Orlando grabbing bigger shares of the pie. Meanwhile, some trade shows are shrinking due to industry consolidation and greater use of technological tools to sell products. On top of this, the travel slump post-9/11 depleted hotel-tax revenues, leading to reduced government funding of bureaus.� Good Lord, what is happening and what will organizations like CVB�s and CVA�s and other related Associations do? The answers are like slicing an onion � many layers, rings intertwined, and it still can make your eyes sting! There are at least three predominant reasons for this state of affairs: crisis of leadership, poor representation of stakeholders and losing sight of the Visitor Experience.
It is not only about attracting the Visitor to a Destination. It is about whether our Hospitality products and services create a Remarkable (acceptable is simply not acceptable) Visitor Experience, or not. Our Visitors are very smart. They have numerous tools at hand to make a reasonable decision on where to spend their disposable income. Now is the time for all the parties to understand their mutual and co-dependent responsibilities, or your Destination will wither and fall off the radar screen. It might be prudent for a few caveats, for it is not all gloom. The IACVB is actively engaged, I understand, in a variety of programs to encourage fiscal and organizational excellence for their membership. I have been impressed with a number of DMO�s who really understand the challenge and perform with excellent leadership and engaged, progressive boards. There are even some States which have undertaken really inventive programs to improve the Visitor Experience. The New Age folks have a good term � Holistic � �considered in sum�, and DMO�s can lead the way. This article is an advisory to at least start the dialogue. Let me know your thoughts at [email protected]. |
Contact:
John R. Hendrie, CEO Hospitality Performance, Inc. www.hospitalityperformance.com 978-346-4387 |