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HomeMy WebLinkAboutRESPONSE - RFP - 7203 CONVENTION VISITORS SERVICESPROPOSAL 7201 Convention Visitors Services -GL03 x The following document is submitted on behalf of the Fort Collins Convention and Visitors Bureau to serve as the City's contract agency to represent and conduct Convention and Visitor Services. Qualifications: The Fort Collins Convention and Visitors Bureau is a 50106 non profit corporation established for the purposes of serving as the destination marketing organization representing the City of Fort Collins in convention and visitor markets. For over 25 years, the Fort Collins Convention and Visitors Bureau (hereafter referred to as FCCVB or CVB) has served in this role. The organization has a 24 member board of directors for purposes of governance, represented by citizens, business interests and a cross section of organizations in the community. In 2010, the FCCVB had its most productive year in history in terms of group business production and publicity generated for Fort Collins. The organization's President and CEO is Jim Clark, CDME. A 38 year veteran of the hospitality industry, Clark has served in similar organizations in Denver, Colorado Springs, Tampa and Irving, TX. His biography is attached. The FCCVB is a member of Destination Marketing Association International, and adheres to the best practices associated with this organization. The Director of Sales, Tyler James, is a Fort Collins native and previously served in sales positions at the Hilton Fort Collins. He is widely recognized as an industry leader and highly effective producer of group business for Fort Collins. The FCCVB's Tourism Marketing Manager, Katy Schneider, is a graduate of Colorado State University in Recreation and Tourism, and served previously as the organization's Partnership and Guest Services Manager. Prior to her tenure with us, she was in a similar position with the Greeley Convention and Visitors Bureau. We have in the past, and will continue to work with organizations such as the Cultural Resources Board and Beet Street in workshops on event promotion, funding, and the events calendar. Our staff will be available, time permitting, to offer professional assistance, guidance, and marketing support for community events. There is one exception, we do not engage in fundraising or sponsorship sales for community events as directed by the board of the Fort Collins Convention and Visitors Bureau. We may from time to time assist events that have tourism impact negotiate rebates from area hotels. The Fort Collins CVB has also started and implemented a recognition program for individuals who enhance our economy by working to bring conventions or groups that have a substantial economic impact, and we will continue that program. 13. Provide a variety of effective marketing devices such as: i. Develop and publish at least one promotional brochure that effectively markets Fort Collins as a general visitor and convention destination. Response: The FCCVB produces a comprehensive Official Visitors Guide for Fort Collins that is a single use piece inclusive of city information, parks, hotels, recreation, shopping, dining and other useful information on the area. It is designed to be used both as a guide when in the city, and a marketing piece sent to potential visitors. The guide is also used for convention delegates and meeting planners. We will continue to produce and refine this publication and its distribution. Currently we produce 100,000 each year. As mentioned previously, we have partnered with the Fort Collins Area Chamber of Commerce to make the most use of scarce resources and advertising dollars and eliminate duplication. ii. A web site targeted to visitors. Response: The CVB will produce a new web site targeted to visitors taking advantage of modem technologies, search engine optimization and connections to social media. We will continue to upgrade the content, features, search capabilities and the navigation of the site. iii. Implement social media campaigns or utilize other current "best practice" technologies. Response: The CVB will use Facebook and Twitter as well as other social sites. We have a contract with a firm (Internet Honey) at present to help us navigate this changing landscape. We have been advised that an "app" is not a useful tool for destinations, but mobile web sites are. Therefore, our new web site will have a mobile site as well, and we will strive to stay in front of the social media wave. Our "tweets" are "retweeted" by the Colorado Tourism Office, and we are finding their Facebook page to be more effective in promoting Fort Collins than relying on our own. iv. Provide toll -free telephone numbers Response: The FCCVB will continue to operate an 800 number for visitor and other inquiries. v. Develop cooperative and pro -active marketing programs with industry partners, such as hotels, motels, bed and breakfasts, cultural and outdoor recreation providers and other communities as deemed appropriate. Response: Cooperative marketing is a mainstay of the FCCVB. We will continue t cooperative programs with industry partners on an aggressive basis. Some examples include: • Front Range coop with Colorado Tourism Office Front Range Region. program stretched $2500 per destination into $50,000 in advertising value. • Coop ad in the Colorado Vacation Planner • Shop Fort Collins First • Coupon book for visitors and groups (to date 83 businesses have signed up) • Coop ad in the Colorado Vacation Guide if interest permits • Front Range Brewery Tour brochure • Radio advertising and promotions in the Denver market seek recent This vi. Develop and deliver training sessions on tourism promotion. Response: We will conduct industry educational seminars as industry participation permits. The CVB will also conduct "How to work with the CVB" orientations. vii. Deliver a newsletter Response: The FCCVB will produce a newsletter on a quarterly or more frequent basis, delivered in electronic format. 14. Coordinate with other organizations to maintain an all-inclusive calendar of community and cultural events and tourism information on the web site and make efforts to proactively solicit content and ensure the calendar is current and accurate. Response: As mentioned previously, the CVB developed an events calendar under the last city contract. Since that time, Beet Street has chosen to add some functionality in cooperation with the CVB to enhance it and market the calendar locally. We have conducted joint training on the new calendar for event produces to input and market their events. The CVB will continue to be responsible for soliciting events, reviewing submissions, checking for accuracy and distributing the events calendar in usable format to area hotels. 15.Initiate and support programs that increase visitor spending with Fort Collins area businesses. Response: In recent years, the FCCVB developed a "wristband" programs that businesses can participate in for a small fee. These were distributed to group attendees and the visitor was given access to "offers" (not necessarily discounts) to encourage local spending. The program has been very successful for some businesses, so in 2011 and beyond the CVB will instead offer a coupon book with the same distribution. At the time of writing, 83 businesses have signed up for the program. The Fort Collins Official Visitor Guide and the web site both direct spending to local businesses. The FCCVB also sells the Downtown Gift Card in our downtown location, as previously mentioned, this is the largest single outlet for gift card sales, resulting in over $140,000 in sales in 2010. We also will continue to partner and participate in the Shop Fort Collins First initiative. 16. Respond if appropriate to State Film Commission inquiries promoting Fort Collins as a desirable destination. Response: The FCCVB will respond to inquiries as appropriate to the type of request with location information and contacts. We have partnered with Horsetooth Productions, a local non- profit to best respond to Colorado Film leads. We are currently working on a potential commercial shoot for an energy company. 17. Conduct annual conversion studies to measure the effectiveness of marketing activity, and to better understand the demographic and psychographic makeup of the market. Response: The FCCVB will conduct conversion studies on a regular basis; we would seek advice from our City Liaison if they are necessary on an annual basis. If the CVB advertising budget is at a low level due to revenue or other needs, we will defer to a year in which they are more cost effective. 18. Provide a list of performance measures to monitor and evaluate the effectiveness of marketing and tourism efforts that specifically address City Council identified budget priorities of a. Improving Economic Health b. Improving Culture, Recreational and Educational Opportunities. Response: The FCCVB uses and will continue to use the following industry standards in evaluating performance: 1) Group room night production 2) Total group attendance 3) Direct spending by groups using the standard ExPact study prepared by the Destination Marketing Association International (no multipliers) 4) Effectiveness of public relations by measuring "Paid Advertising Equivalency", the value of feature or other destination publicity if the media were purchased on a cash basis. 5) Visitor inquiries 6) Conversion studies of visitor inquiries The above measures apply most directly to Economic Health. For improving Culture, Recreational and Education Opportunities we will measure: 1) Web site traffic and online event calendar traffic and participation 2) Visitors served 3) Visitor Guide distribution, specifically locally 4) Specific media stories 5) Performance of joint advertising with the CSU Athletic Department 6) Sales of Downtown Gift Cards 7) Sports tournaments and competitions attracted in conjunction with local support (i.e., cycling events) 19. Visitors Center i. Oversee the operation of the Colorado Welcome Center at Forl Collins as well as the Visitors Center in Downtown Fort Collins. i) Vendor agrees to operate the Fort Collins Convention and Visitors Center in a location in Old Town Plaza and agrees to: 1) Recruit, select and employ a manager and any staff necessary to operate the Visitor's Center. 2) Recruit, select, supervise and appropriately recognize the efforts of volunteers necessary to operate the Visitors Center. 3) Provide all utilities and insurance. 4) Submit in a timely fashion all regular reports required by the City. 5) Recognizing the City's intent with the Visitor's Center program is to promote the entire City fairly, without bias to any portion of the community, organization, association or business, interact with attractions, activities and accommodations throughout the City. This is not intended to prohibit the Bureau from providing information on local and regional events, attractions, activities and accommodations. 6) Operate the Visitor's Center from 8:00 a.m. — 6:00 p.m. (May 1 through September 30) and 8:00 a.m. — 5:00 p.m. (October 1 through April 30). The Visitors Center may be closed on New Year's Day, Easter Sunday, Thanksgiving Day and Christmas Day. 7) Display the City map provided by the City and distribute other visitor information. 8) Maintain properly segregated books for the Visitor's Center reflecting City funds and other funds associated with the Visitor's Center. Response: The Fort Collins CVB will employ a full time Visitor Services Manager to operate the Visitor's Center. Additionally, all FCCVB staff will be trained and available to provide services to any visitor on an as -needed basis. Currently, the FCCVB combines volunteer programs with the Colorado Welcome Center volunteers, as well as maintaining an enhanced program for Downtown volunteers. The volunteers are recognized regularly through an enhancement program, and will continue to be. Regular programs including familiarization tours with City attractions, businesses historical and cultural attractions and events will be conducted. All rent, utilities and insurance will be provided as part of the contract. Reports will be submitted to the City as required, including volunteer hours, visitor counts, states of visitor origin, gift card sales and other information as deemed necessary. The FCCVB will represent all entities of the City fairly. FCCVB members will have access to brochure space in the Downtown Center, but all businesses and segments of the community will be referred. Fort Collins businesses may participate in brochure distribution and inclusion in the Official Visitors Guide for a small fee. Regarding hours, we request that the traditional hours of operation of 8:30 a.m. to 5:00 p.m. Monday through Friday and 11 a.m. to 5:00 p.m. on Saturday and Sunday be maintained in order to match the time availability of volunteers. We also request that FCCVB management has a small amount of flexibility to adjust hours under conditions of inclement weather and holidays. The FCCVB will maintain separate books for the Colorado Welcome Center reflecting City and other funds associated with the Welcome Center. 20. State Welcome Center a) Vendor agrees to operate the State Welcome Center in the space designated by the City at 3745 East Prospect Road. The City receives a State grant annually to operate the State Welcome Center. The vendor subcontracts with the City to operate the State Welcome Center according to the provisions of the grant. If the State were to close the Welcome Center this part of the scope of work would be eliminated. Response: As we have done for several years, we will operate the Welcome Center and comply with all state requirements and regulations. a) Recruit, select and employ a manger and any staff necessary to operate the Welcome Center as employees. The Welcome Center manager will communicate directly with the State's designated Welcome Center program manager. Response: The FCCVB has employed Linda Ellis since 2003 to manage the Welcome Center. Linda has done an outstanding job and earned the respect of her peers and the Colorado Tourism Office and will be our Welcome Center manager. She will continue to communicate and work directly with the program manager at the CTO. b) Recruit, select, supervise and appropriately recognize the efforts of volunteers necessary to operate the Welcome Center. Response: We currently have about 110 volunteers at the Colorado Welcome Center. Volunteers are recognized and trained on a regular basis through familiarization tours, award programs, and a number of other events. These programs, budgeted under volunteer enhancement, will continue. c) Make arrangements for all necessary building maintenance to the extent required under the IGA. Resnonse: We will comply. As the building is owned by Colorado State University, they are responsible for maintenance, and bill us a pro-rata share of those expenses. Our staff and volunteers help maintain the building as they are able. d) Provide all utilities and insurance. Response: Again, we will comply. The utilities and insurance are provided by CSU, and we will share in the pro-rata cost. e) Submit in a timely fashion all regular reports required by the State. Response: As previously mentioned, we will comply with all state requirements including timely reporting. f) Secure hospitality and state tourism attractions training for staff and volunteers and at least once each year require the manager of the Welcome Center attend and participate in training opportunities provided by the State. Response: Regular study tours of the state are conducted by the Welcome Center staff to familiarize volunteers and staff with the different attractions offered in Colorado. Each year, a trip of up to 40 volunteers will visit a different travel region of the state (there are 7). Additionally, the CVB arranges visits to local area attractions and sites to increase the knowledge and familiarity with Fort Collins and Northern Colorado attractions. The Welcome Center manager will also conduct regular volunteer meetings and orientations for the volunteers. i. Recruit, select and employ a manager and any staff necessary to operate the Visitor's Center. Response: The FCCVB will employ a manager to operate both facilities. ii. Recruit, select, supervise and appropriately recognize the efforts of volunteers necessary to operate the Visitor's Center. Response: The FCCVB currently has over 125 volunteers in programs that have recognition and service awards, as well as volunteer mixers and educational opportunities. iii. Make arrangements for all necessary building maintenance to the extent required under the IGA. Response: Building maintenance is currently and will continue to be coordinated through the CSU Building Proctor. iv. Provide all utilities and insurance. Response: Utilities are prorated by CSU and paid from the respective CSU and FCCVB accounts. Our agreement with CSU provides most insurance; FCCVB also carries a general business liability policy. v. Submit in a timely fashion all regular reports required by the City. Response: All reports will be submitted on a timely basis. vi. Recognizing the city's intent with the Visitor's Center program is to promote the entire City fairly, without bias to any portion of the community, organization, association or business, interact with travelers in such a way as to provide information on events, attractions, activities and accommodations throughout the City. This is not intended to prohibit the Bureau from providing information on local and regional events, attractions, activities and accommodations. Response: The FCCVB will adhere to all recognized standards of fairness without preference for any one business or organization. In the case of business referrals, it is our policy to recommend a minimum of 3 businesses whenever asked. The FCCVB does retain the right to promote its member businesses that contribute financially to the efforts of the organization. vii. Operate the Visitor's Center from 8:00 a.m. — 6:00 p.m. (May 1 through September 30) and 8:00 p.m. — 5:00 p.m. (October 1 through April 30). The Visitor's Center may be closed on New Year's Day, Easter Sunday, Thanksgiving Day and Christmas Day. Response: We agree to the above schedule, however, we may wish to extend the summer hours beyond those above to better accommodate the visitor. In 2006 we will experiment with extended hours, especially on weekends. vui. Display the City map provided by the City. Response: The FCCVB does currently, and will continue to, comply. Response: We agree to these terms. ix. The Visitor's Center space is shared space, and Vendor shall not be entitled to use the Visitor's Center for separate advertising displays, signs or posters, solicitations or sales transactions of any kind not intended as part of the Visitor's Center. x. Maintain properly segregated books for the Visitor's Center reflecting City funds and other funds associated with the Visitor's Center. Response: Separate financial records will be maintained. 21. State Welcome Center i. Vendor agrees to operate the State Welcome Center in the space designated by the City at 3745 East Prospect Road. The City receives a State grant annually to operate the State Welcome Center. The vendor subcontracts with the City to operate the State Welcome Center according to the provisions of the grant (agreement attached as Exhibit "D"). If the State were to close the Welcome Center this part of the scope of work would be eliminated. Response: We agree to operate the Welcome Center in accordance with the provisions of the contract. ii. Recruit, select, and employ a manager and any staff necessary to operate the Welcome Center as employees. The Welcome Center manager will communicate directly with the State's designated Welcome Center program manager. Response: FCCVB will employ a Welcome Center manager. Our current Welcome Center Manager is Linda Ellis. The Welcome Center manager will communicate with the State's Welcome Center program manager. Biography Jim Clark Jim Clark is the President and CEO of the Fort Collins Convention and Visitors Bureau. Mr. Clark has over 30 years of experience in the hospitality industry. He recently served as Executive Director of the Irving, TX Convention and Visitors Bureau for over 4 years. Prior to Irving, Mr. Clark was the CEO of the Tampa Bay CVB and the Colorado Springs CVB. He also held sales and management responsibilities for Visit Denver, the Convention and Visitors Bureau, the Brown Palace Hotel and Westin Hotels and Resorts. He also serves as an instructor at Colorado State University, teaching a class in tourism. Mr. Clark has extensive destination marketing and management experience. During his tenure in Irving, he was responsible for the management of the Irving Convention Center project. As a city department head, he was responsible for the feasibility, site analysis and selection, market studies, operational projections and preliminary design. While in Tampa, he oversaw the marketing of the Tampa Convention Center, and moved Tampa into one of the top 20 convention destinations in America. Under his guidance, the destination developed a branding campaign that won the Hospitality Sales and Marketing Association International Platinum Adrian Award for the top destination marketing campaign worldwide. In Colorado Springs, he was responsible for a 300 percent increase in convention bookings and increasing the efficiency of the bureau's advertising, marketing, public relations and publications. He also has extensive experience in the destination sports market, having been a founder of sports commissions in Tampa and Dallas/Ft. Worth. During his career he has worked with the Amateur Athletic Union, the U.S. Olympic Committee and a number of its National Governing Bodies. He has successfully bid for a number of amateur and professional sporting events including the NCAA Final Four, the Big XII Football Championship, the National Hockey League All -Star Game, and the Super Bowl. Mr. Clark has been active in community organizations throughout his career and has served in leadership positions and as a director of the Destination Marketing Association International where he has been a frequent speaker and presenter. He is also a board member of the Travel Industry Association of Colorado, the Tri Media Festival, The Center for Fine Art Photography and chairs the Colorado Association of Destination Marketing Organizations. Jim holds a degree from the University of Missouri with a major in Hotel and Restaurant Management and is a Certified Destination Management Executive. His monthly column appears in the Fort Collins Coloradoan. iii. Recruit, select, supervise and appropriately recognize the efforts of volunteers necessary to operate the Welcome Center. Response: The Welcome Center program has ongoing training and recognition programs for the volunteers, including an enhancement program that visits a Colorado Travel Region once or twice a year. We have over 125 volunteers in the program. We also combine volunteer enhancement programs where possible with the Downtown volunteers. iv. Make arrangements for all necessary building maintenance to the extent required under the IGA. Response: Building maintenance will be coordinated through the CSU Building Proctor. v. Provide all utilities and insurance. Response: Utilities are prorated by CSU and paid from the respective CSU and FCCVB accounts. Our agreement with CSU provides most insurance; FCCVB also carries a general business liability policy. A. Submit in a timely fashion all regular reports required by the State. Response: All reports will be submitted on a timely basis. vii. Secure hospitality and state tourism attractions training for staff and volunteers and at least once each year require the manager of the Welcome Center attend and participate in training opportunities provided by the State. Response: The Welcome Center program has ongoing training and recognition programs for the volunteers, including an enhancement program that visits a Colorado Travel Region once or twice a year. We have over 125 volunteers in the program. The Welcome Center Manager will participate in the Travel Counselor's Conference and the Colorado Governor's Conference on Tourism. a) Recognizing the State's intent with the Welcome Center program is to promote the entire state fairly, without bias to any community, organization, association or business, interact with travelers in such a way as to provide information on events, attractions, activities and accommodations throughout the state. This is not intended to prohibit the Bureau from providing information on local and regional events, attractions, activities, and accommodations. Response: The Welcome Center Manager and counselors are thoroughly trained in offering unbiased advice to the visitor. Ongoing training and enhancement programs for the volunteers recognize & emphasize the need to represent all areas of the state equitably. b) Operate the Welcome Center from 8:00 a.m. — 6:00 p.m. (May 1 through September 30) and 8:00 a.m. — 5:00 p.m. (October 1 through April 30). The Welcome Centers through the state are closed on New Year's Day, Easter Sunday, Thanksgiving Day and Christmas Day. Response: We agree to the above schedule, however, we may wish to extend the summer hours beyond those above to better accommodate the traveler. c) Display the state map provided by the State. Response: The state map will continue to be prominently displayed. d) The Welcome Center space is shared space. Bureau should make every effort to keep separate advertising displays, signs or posters, solicitations or sales transactions of any kind on those portions of the premises used for Welcome Center operations. Response: The FCCVB agrees to these terms. The Colorado Tourism Office has approved the sale of up to two backlit transparencies in the Welcome Center, as well as the existing Rocky Mountain Nature Center bookstore operation. e) Obtain State approval on all brochures and pamphlets to be displayed in the designated Welcome Center space prior to display or distribution. Maintain 90% of the brochures listed as required brochures for display at a Colorado Welcome Center." State approval will be based on the brochure distribution guidelines contained in the Managers Operation Manual for the Colorado Welcome Center Program. The Bureau will be given an opportunity to participate with other state Welcome Center contractors and managers in periodically updating and revising the manual. This is not intended to prevent or prohibit the Bureau from displaying any brochures or pamphlets in an area reserved by the Bureau for information on local events, attractions, activities and accommodations. Response: We will comply with all requirements for brochure approval. f) Generally adhere to guidance and procedures contained in the Managers Operations Manual. Response: We will adhere to the procedures in the Managers Operations Manual. g) Maintain properly segregated books for the Welcome Center reflecting State funds, matching funds and other funds associated with the Welcome Center. Response: Separate financial records are and will continue to be maintained for the Welcome Center, reflecting State funds. h) Provide monthly billings to the State for reimbursement of operating expenses in accordance with the provisions of the grant. Response: We will comply. Under our current contract with the City, the CVB provides the following services and proposes the following: 1. Be the tourism expert of the City of Fort Collins by: a) Developing and maintaining a balanced marketing program. Response: The marketing plan is designed to balance the efforts of the bureau in the following areas: • Meetings Market — can produce year-round business. Primary beneficiaries are the large hotels, with a secondary benefit to smaller hotels in the case of larger meetings. • Sports Market — shown by the recent "Tourism in the Local Economy" study to be a major economic contributor in hotel, restaurant and retail sector. Cooperation and partnership with the City's Parks and Recreation Department is critical to the success of this market and provides additional revenue to the city. • Leisure Market —As mentioned in the study Tourism in the Fort Collins Economy, leisure tourism is a major component of our economy and a primary focus of our efforts. Specialty markets — including eco and adventure tourism, heritage tourism and cultural tourism. These are developing markets in Fort Collins and much of the focus for these will run throughout all the FCCVB marketing programs, with an emphasis in the Front Range markets to help develop off-season business. Additionally, the FCCVB has been successful in promoting the brewing culture in Fort Collins and positioning the city as a national leader. Public Relations — We will use publicity to leverage our limited advertising dollars. In recent years, we have produced over $2 million annually in paid advertising equivalency. Our efforts will focus on the national travel media and the Colorado/Wyoming area with messages specifically designed to highlight the unique assets of the area, promote Fort Collins breweries, as well as publicize Fort Collins as a cutting edge sustainable city in travel and consumer publications. b) Producing and annual marketing plan and budget as well as a three to five year master plan for marketing and other activities. Each year the FCCVB will produce an annual marketing plan and budget. The organization's strategic plan is being updated at a board retreat on February 22, 2011 and that plan will be provided upon completion. We would also request presenting it to the City Council in an upcoming work session. c) Set measurable benchmarks in all marketing related activities and produce quarterly and annual reports addressing the progress relative to these benchmarks. We follow industry and best practice standards for convention and visitor bureaus in measuring our production. The CVB creates monthly reports and will provide these to our city liaison. Production for 2010 is as follows" 2010 Goals 2010 Actual Sales Group room nights 18,000 22,668 Public Relations: Paid ad equivalent $100,000 $2,745,190 Visitor Inquiries Total inquiries 13,000 28,110 d) Developing and carry out advertising and marketing to create awareness of Fort Collins as a visitor's destination both domestically and internationally. Much of our marketing, due to the size of the contract, will be conducted online with a small, strategic print campaign. The FCCVB will work with other entities, publishers and partners to leverage advertising and promotional dollars. The FCCVB will work Go West Summit, an international trade show held in the Western U.S. to sell to international tour and package travel operators. Much of the focus will remain on cost effective marketing tools, i.e., web, internet, direct sales and public relations. e) Marketing Fort Collins as an outdoor adventure and cultural tourism destination to other Colorado communities, as well as regionally and nationally. Resnonse: All of our marketing efforts and tools will be used to promote and highlight the events, attractions and amenities of Fort Collins to the highest degree possible. Our Downtown, Poudre River, arts and culture scene, events, internationally recognized breweries and our outdoor assets are the assets that are "Uniquely Fort Collins," and will be a key message for all our communications and marketing. f) Undertake market research biennially or more frequently to improve marketing programs. Response: The FCCVB will conduct, on a rotating basis, visitor profile studies, conversion studies and other research projects, often in cooperation with Colorado State University students or faculty as well as the Colorado Tourism Office. 2. Promote Fort Collins and its events/attractions and amenities in a way that fits Fort Collins' values. Fort Collins is a community with much to be proud of. As a world leader in sustainable practices, the CVB will promote the innovations of the Climate Wise program, Fort ZED, and the innovations at Colorado State to the regional and national press. We will highlight our cultural community and the parks, open spaces and natural areas. As residents we are sensitive to the community and those things that make it unique. We will actively promote our breweries while encouraging consumption in a responsible manner. 3. Provide all staffing needed to perform convention and visitor promotional services. Response: The FCCVB currently has the following positions: President and CEO — Manages the operation of the FCCVB, holds fiduciary responsibility, and directs its marketing, sales, and service programs. Director of Sales — Responsible for solicitation, bids, lead generation, and production of all convention, meeting and group business. This position is also responsible for convention and group services. Tourism Marketing Manager — Coordinates and delivers all communications pieces for the FCCVB, including the Visitors Guide, Dining Guide, Events Calendar, web site, newsletter and press releases. Responsible for the coordination, development and content of the updated community cultural calendar. Office Manager — Manages the internal office needs of the FCCVB. Coordinates delivery, shipping, and storage of all promotional materials. Schedules and coordinates events, committee meetings, FCCVB activities. Visitor Information Snecialist — Answer visitor inquiries, fulfillment of inquires, update events on FCCVB web site. Also responsible for local distribution of visitor guides, area brochures, maps, and other materials. Visitor Services Manager — Recruits and trains volunteers for downtown information center. Manages responses to visitor inquiry, brochure and visitor guide inventory and distribution. Assists meeting and convention groups with materials, maps, visitor guides and personal assistance. Serves as assistant/backup to Colorado Welcome Center Manager Colorado Welcome Center Manager — Recruits and trains volunteers for the Colorado Welcome Center. Interfaces with Colorado Tourism Office staff to fulfill state requirements. Manages Welcome Center, brochure inventory and distribution, and is an "expert" on Colorado's many diverse visitor offerings and destinations. Also manages distribution of Fort Collins information at that location. 4. Provide customer services for all segments of the hospitality/tourism market for Fort Collins. The FCCVB provides visitor information at our two locations, and offers live telephone assistance to our visitors. In addition, we conduct programs throughout the year to bring information, training, and assistance to the industry. Our over 100 volunteers are trained annually on the area and in customer service. Our Visitor Guide serves not only as a resource to visitors, but also to students and residents. Over 6000 are used to welcome new students to CSU. In addition, we will distribute visitor guides to over 100 locations and provide other informational materials as necessary. The FCCVB website now has an online booking engine for hotel reservations that will be maintained and marketed as a service to hotels and the visitor, as well as an ancillary revenue source. 5. Provide convention, conference and trade show marketing and assistance including promoting Fort Collins venues and activities for attendees such as museums, galleries, gardens, theaters, sporting activities, outdoor recreation or amusements. Response: Our commitment is to provide the highest level of service to visitors, meeting and event planners that do business in the city. Our guest services programs include registration assistance, brochure, map and welcome bag distribution. The staff can make referrals to local businesses for all necessary services including audio-visual, catering, facilities, step -on guides, speakers, entertainment, restaurants and a variety of other services. The facilities section of the Meeting Planner guide on our website will provide information on various venues as stated above. We also encourage and provide information on all area attractions, recreational opportunities to groups and attendees to both enhance their stay as well as increase local spending. 6. Provide assistance to local service clubs and organizations to help them with their regional and state conferences that are held in Fort Collins. Response: All the services offered to convention and conference groups will be readily available to local clubs and organizations. We will continue to seek out local organizations to encourage them to bring these events to Fort Collins through networking, public presentations and active ongoing solicitation. Because many local organizations are unfamiliar with the details involved in planning a meeting, we will provide personal assistance and industry connections to ease their efforts. 7. Provide services to convention visitors in a manner consistent with services provided to other visitors to Fort Collins. Response: Along with the services we provide to meeting planners, we offer welcome bags with maps, visitor guides and a coupon book providing discounts at Fort Collins business to encourage increased local spending. Our Visitor Services Manager, on a case -by -case basis, provides an information booth at registration for groups and conventions. 8. Provide timely visitor/client inquiry fulfillment. Response: Visitor and client inquiries will be processed as follows: • All telephone visitor inquiries are asked for their expected travel date. If the date is several weeks away, bulk mail is used to effectively manage postage costs. If the visitor is arriving in a shorter time frame, first class mail is used. All requests are processed daily. • Web requests will be processed in a similar manner. • All trade (meeting planner, tour operator, travel agent, etc.) will be responded to as soon as possible. If a facility or hotel lead is requested, it will be processed the same or the following day as soon as all necessary information is received, and at the client's direction. All trade phone calls are to be responded to within 24 hours. 9. Provide Community support through interaction with visitors and residents by: i. Distributing brochures and maps ii. Providing information on city transportation systems iii. Providing visitors assistance upon request Response: All of the above listed services will be made available to visitors and residents, including brochure and map distribution, city TransFort information, and providing visitor assistance at our two Visitor Information Centers. The public, whether residents or visitors, will all be treated with the same level of service and professionalism. 10. Coordinate and develop programs with the FC International Visitors Council regarding International visitors and tourism. Response: The FCCVB will continue to assist the International Visitors Council program and work to develop ways to further international visitations and hospitality. We will also work to develop select international markets as budget permits. 11. Develop community partnerships with groups including but not limited to: i. Fort Collins International Visitors Council ii. Fort Collins Innkeepers Association iii. Cultural Resource Board iv. City of Fort Collins Culture, Parks, Recreation and Environmental Services Unit v. Poudre Heritage Corridor vi. Downtown Business Association vii. Beet Street Response: All the above -mentioned groups plus several others are and will be a part of the FCCVB's marketing, service and product development strategy. • As previously mentioned, the Fort Collins International Visitors Council will be involved in marketing, service, and exchange programs. • The Fort Collins Innkeepers Association will be an integral partner in the sales and marketing activities of the FCCVB. Currently, we meet with the Innkeepers Association to discuss strategy, business practices, sales efforts and cooperative marketing programs. Their president serves on our board of directors and there are several lodging members on the board. • As mentioned above, the FCCVB has agreed with the Cultural Resource Board to develop an online cultural calendar. That is now being done in partnership with Beet Street. In addition, the FCCVB will continue working actively with the CRB to assist in reviewing grant requests and assessing the tourism impact of events. We will also work with CRB supported events to help them attract visitors. • The Poudre Heritage Corridor is working with the FCCVB on the Colorado Tourism Office Heritage Tourism Program in seeking a state grant to promote the Poudre River corridor. We have received a grant from the National Trust for Historic Preservation Peter Grant program to develop a cultural heritage program, and are participating with the Poudre Heritage Corridor and Weld and Larimer County in that process. As the PHC progresses, we will work to promote and enhance this program as part of our heritage tourism initiative. • Shop Fort Collins First, a partnership with the FCCVB, Foothills Mall, the Downtown Business Association, the City of Fort Collins and the Fort Collins Chamber of Commerce will continue. This program is designed to encourage local residents to spend their retail dollars in Fort Collins and attract visitors to shop here as well. • The Downtown Business Association is one of our key partners. We work to promote their events through a variety of online outlets. We also will continue to sell the Downtown Gift Card; we are now the largest seller of the card, which keeps local spending in Fort Collins. • The City's Culture, Parks, Recreation and Environmental Services Unit are a key partner in attracting tournaments, sporting events and other groups that bring outside spending to the City. We will continue to represent the city's facilities and market them to the organizers of these events. As well, the CVB will work with the departments on an ongoing basis to maximize utilization while balancing the needs of the visitor and residents. The partnership we have developed here is outstanding and we pledge to maintain and enhance that relationship. 12. Act as a liaison and assist in coordination of local and regional events, including Fort Fund events that are held in Fort Collins. This may include: viii. Workshops to help event organizers promote and organize their events ix. Open houses x. Community outreach xi. Available to offer assistance upon request Response: By partnering with the City and Beet Street, the reach of our events calendar has expanded and will continue to expand. We currently act as an advisor to event organizers seeking funds from Fort Fund on their potential visitor impact in the application process. The CVB will continue to assess the visitor impact to the best of our ability and advise the Cultural Resources board on funding. Our office will maintain ongoing communication with the Downtown Business Association and Beet Street and any other event organizers to make sure that we have the best connections with event planners.