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HomeMy WebLinkAboutB2SCOPE OF WORK FOR GUEST SERVICES 1. Defined Goals - To provide dedicated and knowledgeable customer service for all San Luis Obispo City lodging properties and visitors at the Downtown Visitors Center. - To provide lodging availability service to assist visitors seeking lodging in the City of San Luis Obispo. - To assist San Luis Obispo lodging properties to fill vacant rooms. - To serve as a fulfillment location and customer service lead for TBID special promotions. 2. Program Components - Tracking room availability Thursday – Saturday through: o Weekly email and phone calls to all constituents as well as additional early tracking for impacted weeks throughout the year (i.e. Cal Poly Week of Welcome, Cal Poly Family Weekend, special event weekends) o Availability information for impacted times will be provided by TBID properties to identify available accommodations, in order to accommodate inquiring guests within the City o Tracking will be extended to TBID Homestay properties that opt in to the service o SLO hotel contact information included in advertising/display on exterior facing monitor after Visitor Center hours on weekends - Operation of the guest service and booking assistance for visitors that call the customer service line seeking tourist information on 1-877-SLO-TOWN - Quarterly site visits by Visitor Center staff to each hotel to build understanding of each property’s unique offerings, as well as their needs, to ensure that the Visitor Center is making informed and educated referrals - Assisting visitors who are in the Visitor Center in booking their SLO city hotel room either by booking for them or helping them to book on their own using a Chamber provided iPad in the Visitor Center - Up to four activations per year of Visitor Center on-the-road service to assist in tourism promotion at off-site events, such as trade shows or at in-county TBID sponsored events, that fall upon mutually agreed dates. Lodging expenses would be covered by the city, similar to past years. - Up to four activations per year of Visitor Center involvement in special promotions (ie. Rainy Day) including: o Involvement of Visitor Center manager in the planning to ensure seamless fulfillment o Utilization of the Visitor Center as a fulfillment location for guest pick-up and delivery of promotion o Utilization of Visitor Center staff to respond to phone and email inquiries regarding those promotions o Frequent communication with Tourism Manager & Coordinator on promotion 3. Reporting - Provide written reports on contract activities monthly (by noon on the first Wednesday of the month) to the City of San Luis Obispo’s Administration Department to be included in the TBID’s monthly board packets. - At a minimum the availability reports shall include: i. Number of Visitors Served ii. Statistical Information on Visitors Served iii. Number of phone calls answered for San Luis Obispo Hotels iv. Hotel Rooms referred through contract components v. As needed include information specific to Visitor Center involvement in special promotions & on-the-road activations - Once a quarter, present the TBID Board with a detailed oral report highlighting achievements of the quarter as compared to the work scope. - Annually, present an oral & written report to the TBID Board highlighting in detail the achievements of the year as compared to the work scope. PUBLIC RELATIONS WORK SCOPE Objectives 1. Build awareness to grow tourism, serving as the voice of San Luis Obispo 2. Promote San Luis Obispo as a regional trade, recreation and tourist center The scope of work for this agreement includes:  Proactively pitching story ideas on a monthly basis to national, regional and online media as well as travel and lifestyle bloggers  Writing press releases throughout the year and distributing through all channels utilizing an online media management tool  Hosting travel writers on individual trips throughout the year  Fulfilling all media requests that are received  Proactively tying in with Visit SLOCAL, CCTC and Visit California’s public relations efforts to enhance visibility  Access to image and video library for Chamber-executed public relations work  Promoting San Luis Obispo as the perfect destination for target audiences  Participation in and pitching of City coordinated special promotions  Increasing proactive outreach through up to three activations of: o Digital FAM trip (2-3 days, 3-5 writers) o Out-of-area promotional trips (possible opportunities include partnerships with strategic partners such as SLO Wine as well as sponsored events such as Bacon and Barrels). Lodging expenses would be covered by the city, similar to tradeshows.  Enhanced media presence for up to four significant TBID-supported events o Promoting the event in a way that ties the destination and event together o Meeting in-person, or by phone with events to sync messaging o Pitching and hosting event-specific writers o Working with event organizers to host select writers that are being brought to the area by the event. Writers will be vetted to make sure that their audience and tone are beneficial to SLO city tourism before being hosted.  Working in coordination with TBID marketing agencies to achieve comprehensive marketing plan and increase brand awareness across all platforms Reporting  Monitor outreach effectiveness by providing analysis based on media monitoring system established metrics.  Provide written reports on activities monthly (by noon on the first Wednesday of the month) to the City of San Luis Obispo’s Administration Department to be included in the TBID’s monthly board packets and the Promotional Coordinating Committee’ monthly meeting packets. At a minimum the reports shall include: o Summary of activities & achievements relating to the work scope o Summary of media highlights/ coverage earned over the course of the month o Number and copies of press releases distributed o Listing of media outlets contacted and worked with over the course of the month  o As needed include information specific to PR involvement in TBID-supported events and FAM trips and/or out-of-area promotional trips  Monthly present an oral report to the TBID Board & PCC highlighting monthly achievements as compared to the work scope.  Once a quarter, present an oral report to the TBID Board & PCC highlighting in detail the achievements of the quarter as compared to the work scope.  Annually, present an oral & written report to the TBID Board & PCC highlighting in detail the achievements of the year as compared to the work scope. SCOPE OF PARTNERSHIP BENEFITS – Cal Poly Athletics Exclusivity • Exclusive hotel industry sponsor of Cal Poly Athletics with the exception of one ocean front hotel to be used for football recruits • TBID will be the only lodging properties permitted to use the Cal Poly Mustangs logo or marks. • TBID will be given the title of Official Lodging Sponsor of Cal Poly Athletics. • TBID will be the only lodging properties to receive a comprehensive list of all coaches and travel coordinators for teams visiting Cal Poly each season. • Cal Poly Athletics and TBID will work together to create a direct mail campaign directing visiting coaches to TBID website/lodging properties • E-mail blast to all parents and students pitching City of San Luis Obispo TBID properties as the place to stay for all parents weekends. Digital  Email Blasts o 4 Email Blasts Dedicated/Co-Branded Blast to Cal Poly Alumni Association  Online Advertising o 1 Static Promotion/Banner  Social Media o 2 Social Engagement Campaign - Engagement driven campaign (Enter to win, photo contest, voting, polls, etc) on Facebook/Twitter or other social platform (50,000 impressions guaranteed)  Promotion of special tourism event happening in San Luis Obispo to alumni email addresses Game/Event Sponsorship  Baseball o 6 Mutually Agreed Upon Games as Presenting Sponsor – First Pitch, tabling, pa reads, tickets included.  Basketball Videoboard Feature at all MOTT Athletic Center Men’s Basketball Games Marks & Logos  Exclusivity o Exclusive Lodging Partner of Athletics – Only lodging property permitted to use Cal Poly Mustang logo or marks o TBID will be the exclusive hotel industry sponsor to advertise at Cal Poly Athletics with the exception of one oceanfront hotel to be used for football recruits. If TBID is unable to accommodate any requests, Cal Poly reserves the right to negotiate trade with a back-up hotel partner o TBID will be the only lodging properties to receive a list of all coaches and travel coordinators for teams visiting Cal Poly each season. o  Official Designation o Official Lodging Sponsor of Cal Poly Athletics Naming Rights o Cal Poly Softball Classic – Share SLO Mustang Classic o Cal Poly Women’s Basketball Thanksgiving Holiday Tournament – Share SLO Holiday Tournament o Cal Poly Share SLO Track and Field Invitational Print  Football o 1 Program - Full Page Color Radio  All Sports Coaches Show o 2 :30 commercials during each Coaches Show o 4 :30 commercials at all regular season men’s basketball games o 4 :30 commercials at all regular season baseball games o 6 :30 commercials at all regular season football games Signage  Baseball/Softball o 1 Outfield Wall - Permanent Signage Display on Outfield Wall o 1 Outfield Wall sign at Janssen Field – Permanent Signage Display on Outfield Wall o Baseball Outfield banner placement moved towards prime location in centerfield.  Basketball o LED Courtside signage for all regular season home games at MOTT Athletic Center o 4 Videoboard Replays - Videoboard Replays  Football o Scoreboard signage at Spanos Stadium 2 PA Reads with new script for all regular season football games New script for PA reads at all football, basketball and baseball regular season away games Logo and link on gopoly.com & exclusive representation on Stay page on gopoly.com Provide TBID info on visiting team guides Surveying teams that have stayed in San Luis Obispo in the last year. Tickets/Hospitality  All Sport Season Ticket o 8 Season Tickets to all Regular Season Home Games with pregame hospitality included  Men's and Woman’s Basketball Luxury Skybox o 1 mutually agreed upon game for men’s basketball o 1 mutually agreed upon game for women’s basketball Reporting o Annually, present an oral & written report to the TBID Board highlighting in detail the achievements of the year as compared to the work scope for the partnership. SCOPE OF PARTNERSHIP BENEFITS & EXPENDITURE – SLO WINE   The goal of SLO Wine Country’s annual partnership with SLO TBID is to engage wine lovers, leisure travelers, and foodies to visit and stay in San Luis Obispo. San Luis Obispo Wine Country Association will facilitate the following:  Associate membership funding to provide overall membership benefits to all SLO TBID lodging constituents, including website promotion, logo placement, editorial placement, website advertising, e-newsletter marketing and social media marketing. (Funding amount: $8,000)  Development and implementation of potential co-op partnerships, out-of-area marketing campaigns. This can include potential roadshows, tradeshows, social media marketing and sweepstakes promotions in targeted regional markets, including Los Angeles, San Francisco/Bay Area, San Diego, Orange County and the Central Valley. (Funding amount: $8,000)  Hosted media visits in San Luis Obispo city at lodging partner hotels. (Funding amount: $3,000)  Exclusive integration and promotion of SLO City Lodging off-season deals during the months of November-December with SLO Wine “Sip In SLO” Tasting pass promotion. (Funding amount: $2,000) SLO TBID Benefits: As an annual partner, SLO Wine Country will provide TBID and/or all SLO lodging properties with the following benefits:  All SLO City lodging properties will be considered associate membership to SLO Wine Country at discounted rate (less than $200 annually per lodging partner).  Invitation to SLO Wine Country’s Annual Associate Member BBQ (July) and membership mixers (4 per year)  Free full page advertisement in SLO Wine Country Visitors Guide for TBID o 10% off ad space in SLO Wine’s popular “San Luis Obispo Wine Country Guide” for all individual properties o 50,000 Maps printed with distribution in Monterey, Santa Barbara, Ventura, San Luis Obispo County  Website branding o Listing under associate members & “Stay” Section o Website banner advertising (annually)—3 banner ads and placement on 5 pages each month o Prominent logo placement online o NEW: Additional build-out of all lodging partners integrated into San Luis Obispo “Stay” page which will include images, addresses and direct links to all SLO City lodging.  Event Tickets – 30 complimentary tickets to: o Roll Out the Barrels & Harvest On the Coast  E-Newsletter: o Logo placement in newsletter throughout the year o Featured editorial, story and event placement annually in all e-newsletters (consumer, winery, associate member) o additional member placement for deals/offerings into e-newsletters  Free full page advertisement in Harvest on the Coast Auction program Deliverables & Reporting:  Create and implement promotional and PR campaigns in coordination with the City’s Tourism Business Improvement District Marketing Goals and Objectives. Coordinating efforts between the TBID’s agency and SLO Wine are expected.  When promoting the City of San Luis Obispo utilize the Tourism Business Improvement District brand, or other creative provided by the City’s Tourism Manager or the TBID marketing agency.  Once a quarter, or as requested, present the TBID with a detailed oral report highlighting achievements as compared to the work scope and elaborate on upcoming plans.  Annually provide a written & oral report detailing achievements as compared to the work scope.