Industry Forecast- Leisure Group Travel Magazine

DECEMBER 2009

A Premier Tourism Marketing publicationwww.leisuregrouptravel.com

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con ten t s24

ON THE COVER: A deluxe coach from Motor Coach Industries cruises by the

Canadian Parliament Buildings in Ottawa, Ontario. (Photo courtesy of Motor Coach Industries)

Vol.19, No. 6 December 2009

COLUMNS8 On My Mind

by jeff gayduk

14 On Tour

by marty de souto

38 On Technology

by john kamm

COVER STORY

COVER STORYMOTORCOACHES fOR THE

21ST CENTURy by stephen m. kirchner

34PENNSYLVANIA

Bus manufacturers have revolutionized the industry,equipping cushy coaches with high-tech amenities designed to pamper the most demanding passenger.

DEPARTMENTS10 On the Record

28 On our Radar: WEST

30 On our Radar: MIDWEST

33 On our Radar: NORTHEAST

35 On our Radar: SOUTH

G. W

idm

an fo

r Hist

oric

Phila

delp

hia,

Inc.

FEATURES16 Reader’s Choice Awards

Top suppliers earn the accolades of Leisure Group Travel readers

18 Group Travel Outlook: 2010

A panel of four state tourism pros previews the year ahead

INDIANA

30

advertorial

ABA listens, all right. And we

are constantly seeking input from

all of our members about the is-

sues facing them, the products

and services we offer, as well as

the most recent show, so we can

improve our value to the mem-

bers. In the days after Market-

place each year, we have a full

staff debriefing to go over what

went well, what went superbly,

what needs tweaking to make it

better, and what we can offer next year

– and in the coming years – to make

Marketplace even better. We want to

get the information downloaded from

our craniums while it’s still fresh in our

minds because we owe it to delegates

who traveled across North America to

get to the show to do so.

The result, we hope, is a better

Marketplace show each year, and that

all we do for you improves on an up-

ward trajectory. And at the 2010 Capi-

tal Region Marketplace at Gaylord

National from Jan. 15-19, ABA is offer-

ing many improvements designed to

increase your ROI for your business.

Here are some:

• Sellers have an 11 percent in-

crease in appointment slots, up to 58

from 52;

• Lodging and attraction appoint-

ment sessions have been combined;

• Lodging and attraction sellers have

been given an open business floor;

• Receptive operators have their

choice of appointment session days;

• An operator-to-operator business

session allows operators to do busi-

ness with each other directly;

• The show features a shorter, more

concise schedule, meaning

less time away from the office;

• Two super-session educa-

tional seminars have been

added Friday, Jan. 15 – one on

“Tour Trends For Group Travel”

and another dubbed “Product

Development Runway” – each

of which is designed to give

delegates more value and

takeaways that can be used

upon returning to the office;

• A longer Product Pavilion,

from 9:30 a.m.-5 p.m. Saturday,

Jan. 16, featuring 600 operators mak-

ing decisions affecting fleets with total

coaches numbering more than 20,000

– the perfect exhibit opportunity for

product and service suppliers and

equipment manufacturers to show off

their wares to a pre-qualified group of

operators they need to see.

ABA listens to members to make

Marketplace the one “must-attend”

group travel & motorcoach tourism

event of the year – and as we finally

begin to emerge from this long reces-

sion, we know many members can

choose only one show. And we listen

throughout the year so ABA is the

“must belong to” association.

Which is why we’ve gone that

extra distance to ensure the one

choice is ABA and Marketplace. We

listen, and we take what we’ve been

told face-to-face to implement better

programs in place.

Members Drive ABA

4 December 2009 LeisureGroupTravel.com

By Peter Pantuso

President & CEO, American Bus Association

The Capital Region's Gaylord National Hotel hosts the Jan. 15-19 ABA Marketplace.

Industry pros conduct business at ABA Marketplace.

Marketplace is the year’s must-attend event.

Every year at Marketplace I’m always energized by the enthusiasm

displayed by attending delegates. But even more telling are the

comments I receive from delegates on the networking floor, at the

educational seminars, or during the evening events. Nearly all of our

members, regardless of the main thrust of their comments, include

the theme that they are telling me this because they feel that ABA

listens like no one else does.

Vol.19, No. 6 December 2009

Editorial & Advertising Office621 Plainfield Road, Suite 406Willowbrook, IL 60527P 630.794.0696 • F [email protected]

Publisher – Jeffrey [email protected]

Managing Editor – Randy [email protected]

Senior Editor – John [email protected]

Senior Editor – Elana [email protected]

Director, Design & Production – Robert [email protected]

Regional Sales Managers

International – Richard HaymakerP 630.794.0696 • F [email protected]

Illinois – Jim McCurdyP 630.794.0696 • F [email protected]

Eastern Midwest/Canada – Amy JanssensP 630.294.0318 • F [email protected]

Northeast – Ellen KlestaP 630.794.0696 • F [email protected]

Southeast – Hutson LambertP 228.452.9683 • F 228.452.6370 [email protected]

Southern – Dolores RidoutP/F [email protected]

Florida & Caribbean – Prof Inc. P 813.286.8299 • F 813.287.0651 [email protected]

West – John GibbsP 415.929.7619 • F [email protected]

Western Midwest/Online Sales Theresa O’RourkeP 630.794.0696 • F [email protected]

The publisher accepts unsolicited editorial matter, as well as advertising, but assumes noresponsi bility for statements made by advertisers or contributors. Every effort is made toensure the accuracy of the information published, but the publisher makes no warrantythat listings are free of error. The publisher is not responsible for the return of unsolicitedphotos, slides or manuscripts.

Leisure Group Travel (ISSN-1531-1406) is publishedbi-monthly by Premier Tourism Marketing, Inc. 621 Plainfield Road, Suite 406,Willowbrook, IL 60527. The magazine is distributed free of charge to qualified tour operators, travel agents, group leaders, bank travel clubs and other travel organizations. Other travel-related suppliers may sub scribe at thereduced rate of $12.00 per year. The regular sub scrip tion price for all others is$18.00 per year. Single copies are $4.95 each.

Send Address Change to: Premier Tourism Marketing, Inc.P.O. Box 609, Palos Heights, IL 60463

All rights reserved. Materials may not be reproduced in anyform without written permission of the publisher.

A publication

Stop by the Group University bookstorefor a full line-up of educational seminars

and books on developing and managing yourgroup travel business. Titles include Marty de

Souto’s How to Plan, Operate,& Lead Successful Group

Trips (132 pages), seminars in print on starting and managinga group travel program, organizing group cruises, pricingstrategies and negotiation tactics. Order directly online and

save – visit www.GroupUniversity.com today!

Online Exclusives

Back To School

Our latest e-magazine targets the fast growing religious travel marketplace, with

destination ideas, packages and inspiration onfaith-based group travel. InSite on Religious

Travel is both a website and e-magazine, withthe “best of the best” content and directory resources

gathered each month and delivered via email to your inbox.Visit http://insite.re-ligioustraveldirectory.com to subscribe.

NEWS AS IT HAPPENS • PERSPECTIVE • TOOLS

InSite On Religious Travel

GREAT DESTINATION ARTICLES DON’T STOP WITH THE PRINT EDITION -LeisureGroupTravel.com features online-only destination features,

breaking news and commentary from four travel blogs. Check out our OnlineExclusives for the inside track on hot group travel destinations. Articles areavailable in new digital page flip and pdf formats for easy downloading and storage! From the home page of LeisureGroupTravel.com scroll down the leftmargin to the Online Exclusives section.


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when you together…travel

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you bring homean extra souvenir

on my mind � jeff gayduk

SOME MIGHT QUESTION WHYwe spend a considerable amount oftime plotting our future, when accord-ing to Mayan prophesy the end of theline awaits us on December 21, 2012. If this is true (many believe the proph-esy states that this date is the dawn of a new age – not the end of the line), Iwill take the glass-half-full approach –we have three years to build group sales!In all seriousness, 2009 was a charac-

ter builder for many of us in the grouptravel business. We saw some positivesigns around the country, but mostfolks I’ve spoken with were scratchingand clawing their way through 2009. If you were lucky enough to make it

through the year unscathed, you havemy admiration. If you were batteredand beaten, misery loves company.Before I get on to 2010 predictions,

let’s reflect on what we learned in 2009.First, a recession is a terrible thing towaste, and the travel industry didn’twaste a drop. Second, whatever doesn’tkill you makes you stronger. Havingmade it through 2009, don’t you feelyou can make it through just aboutanything? Third, amidst the rubble, aray of light appears. I have seen somereally good ideas surfacing this year –companies opening up new niche mar-kets, exciting product developmentsand emergence of technologies that en-

hance our ability to communicate withcustomers and prospects. Finally, theprinted brochure is on life support. Aleading indicator finds that 46 percentof adventure travel operators reportedeliminating print catalogs altogether. Ifyou’re not ready to eliminate your cata-log, it’s time to take Mr. & Mrs. Nad-kowski, whose last purchase was your1988 three-day mystery tour to Tus-coloosa, off your list.Here are five predictions for 2010:Return to Europe. Fueled by Ober-

ammergau promotions and an exchangerate that doesn’t leave Americans feelinggouged, group travel to Europe will seea nice rebound in 2010.

Smaller Groups - by Design. Agroup of 20 will no longer be consid-ered a failure, but a benchmark for atype of trip that’s more flexible, enrich-ing and easier to promote. Just askname brands like Collette and Tauck,which have specific divisions cateringto groups this size. Traveling on a bustrip with 42 people you never met before isn’t vogue. Traveling with 18that you share a common thread withheightens the experience.

Planning Closer to Departure. Ifwe all truly don’t know what the nextquarter is going to bring, why plan foran extended vacation next year? Thisrequires you to negotiate favorable de-

posit and final payment terms to keepup with consumer desires.

Cruises - Bigger & Better. Bigger is better when it comes to new vessels.The recently launched Oasis of theSeas (220,000 grt, 5,400 passengers)welcomes a sister ship, the Allure of theSeas. Together, these Royal Caribbeanvessels can take everyone from myhometown on a cruise, at the sametime! When it comes to cruises, moreamenities equals more press coverageequals more bodies. Look for the cruiseindustry to score big with 16 new vessels christened during 2010.

Year of the Short Getaway. Americanconsumers seem destined to come out of their shell. When it comes to domes-tic travel, plan on them poking theirheads out, not sprinting across country.Expect shorter, closer-to-home getaways,long weekends, attending festivals &events, maybe a little nicer hotel (that’sstill hurting from the recession so they’rewilling to deal on rate) that offers ameni-ties where travelers can treat themselves. Regardless of what the pundits and

politicos say, 2010 is your year to makeor break. You’ve gotten this far, why stop now?Enjoy our 2010 Industry Forecast

edition, with our best wishes,

Jeff Gayduk, [email protected]

2010 Crystal Ball

Jeff has been known to predict coin flips at

least 50 percent of the time, though he has

a bias towards tails.


2009 was a character builder for manyof us in the group travel business.

FOLLOWING�ARE�ANSWERS�from�Leisure Group Travel readers�whoresponded�to�the�questions:�What pre-dictions can you offer on how the grouptravel industry will perform in 2010?How do things look for your business? Doyou have strategies in place to improveyour bottom line?

Predictions�are�tough�to�make,�but�Ithink�that�we�can�look�at�trends�andwhat�I�see�happening�in�the�group�mar-ketplace�is�that�it�is�slowly�making�posi-tive�steps�forward. We�are�seeing�a�lot�ofresearch�activity�so�we�know�the�desireis�still�there�for�travelers. The�averagetour�consumer�seems�to�be�prioritizingtour�options�right�now,�and�we�are�defi-nitely�seeing�great�success�with�“bucketlist”-type�destinations….Egypt,�Kenya,Israel,�Antarctica,�Galapagos�and�Aus-tralia…exotic�places�that�people�dreamof�seeing�and�that�are�best�done�in�agroup�tour�setting.

The�market�of�the�past�was�typicallyone�large, longer�tour�and�one�smallertour�a�year.�This�seems�to�have�been�re-placed�by�one�exotic�tour�only�or�maybetwo�value�tours.�Collette�experienced�thiswith�Oberammergau.�For�many�groups,it�was�to�be�the�tour�for�the�year.�How-ever,�we�are�now�starting�to�see�manytour�groups begin to�add�product�for�thesecond�half�of�2010�and�into�2011.�Theassumption�being�that�the�market�is�onits�way�back�and�group�leaders�want�tobe�pro-active�by�having�tour�selections�inplace�ensuring�they�cater�to�all�audiences.

Tony EtienneDirector of Business Development

Collette VacationsPawtucket, RI

It�appears�to�us�that�group�travel�for2010�is�filled�with�both�positive�oppor-tunities�and�negative�realities,�depend-ing�almost�entirely�upon�which�type�ofgroup�travel activity�and�promotion�are�pursued.

If�one�promotes�on�price by�gettingcaught�up�in�the�current misguided�pro-motional�activities�of�tour�operators�andcruise�lines that concentrate�primarilyon�selling at�the�lowest�price,�combinedwith�misleading�advertising�that�con-tains�almost�unworkable�restrictions�inthe�fine print,�2010�will�be�a�downer�forgroup�travel. Even�if�significant num-bers�are�generated,�the�per-passenger�rev-enue�will�be�substantially�constrained.

On�the�other�hand,�if�efforts�aremade�to�promote�high-quality,�high-value�group�travel�opportunities�that�fea-ture�all-inclusive�pricing with�roundtripair�transportation,�travel�protection�in-surance�(not�the�cruise�line�or�tour�oper-ator�programs),�and�additionalincluded sightseeing�and�local�experi-ences,�etc., profits�will�be�up�by�virtue�ofincreased�revenues�and�satisfied�travelerswho�have�gravitated�to�the�complete�andforthright group�travel�experience. Thistype of group�traveler is�not�attracted�tothe�“lowest�price”�syndrome,�desiring�

on the record �


Readers Give Their Predictions on How the

Group Travel Industry Will Perform in 2010

tonY EtiEnnE PEtER StiLPhEn John Stachnik

instead�outstanding�quality�combinedwith�outstanding�value.�

We�never�try�to�match�or�beat�acompetitor’s�pricing.�We�build�the�experience�to�incorporate�what makesthe�most�memorable�travel�experience,something�that�will�be�positivelytalked�about�with�peers upon�the�trav-eler’s�return. Our continued�goal�willbe�that�travelers�are�not�“dollared�todeath”�once�they�are�on�a�group�tour.Our�repeat�factor�exceeds�94%,�sometravelers�having�gone�away�with�usmore�than�70�times�as�we�have�hostedgroups�on�all�seven�continents.�Anumber�of�our�2010�group�departuresare�already�guaranteed�to�operate�withnumbers�presently�reserved. We�willcontinue�to�encourage�early�reserva-tions�with�our�100%�Reservation�Deposit�Refund�Guarantee,�allowingcancellations�“for�any�reason”�up�to�adate�certain�for�each�group�departure.After�that�date,�travelers�are�protectedby�the�included�travel�protection�insurance,�which�allows�cancellationsfor covered�reasons.

It�works. Larry L. Kopke

Please Go Away VacationsGreat Bend, KS

LeisureGroupTravel.com December 2009 11

About�half�of�overseas�trips�have�beencancelled.�Short�trips�(2-4�days)�are�bet-ter�received.�Domestic�trips�and�Canadaare�OK.�One-day�trips�are�the�high�de-mand�in�our�group�(average�2�buses�per).

Bud Souza, Tour Manager/HostIBM Retirement Club

San Jose/Santa Clara Valley, CA

2010�is�shaping�up�to�be�the�year�of�theconsumer.�As�tour�operators�and�othersuppliers�work�hard�to�bring�them�backinto�the�fold,�the�consumer�will�see�of-fers�and�opportunities�like�never�before.World-class�events,�such�as�the�Oberam-mergau�Passion�Play�in�Germany�andthe�Winter�Olympics�in�Vancouver,�willmove�leisure�travel�more�into�the�fore-front�with�media.�This�will�have�an�ener-gizing�effect�for�the�tourism�industry�andencourage�people�to�reconsider�gettingback�on�schedule�with�their�travel�plans.�

One�final�point:�People�are�gettingtired�of�hanging�back�and�doing�nothing.�There�will�be�more�of�a�sense�that�“‘I’ve�worked�hard,�I�deserve�thisvacation”�in�the�consumer’s�mindset.Tourism�will�not�return�to�record�levelsin�2010�because�the�first�half�of�theyear�will�still�be�down;�the�second�halfof�the�year,�however, will�set�the�stagefor�record�growth�in�2011�and�beyond.

John Stachnik CTP, CTCPresident and Co-owner

Mayflower ToursDowners Grove, IL

We�have�gone�to�our�smaller�bus�fortrips�and�plan�around�special�eatingplaces.�We�have�a�lunch�bunch�that�hastripled�in�size�(they�go�for�lunch�locally).We�don’t�do�extended�trips�as�our�areais�flooded�with�possibilities.

Joyce Pottinger, DirectorGlenview Senior Center

Glenview, IL

I�predict�a�great�year�in�2010�bouncingoff�a�mediocre�year�in�2009.�There�willstill�be�pockets�of�inactivity�from�travelagents�due�to�the�pockets�of�higher�un-employment�in�different�areas�of�the�U.S.I�believe�travel�from�abroad�to�the�U.S.will�take�a�good�jump�due�to�the�fall�of

the�dollar.�Hotel�occupancy�will�improveslightly�but�will�not�be�back�to�2008-2009�occupancies.�Cruise�ships�will�stillbe�full,�however,�with�continuing�pricecuts�on�many�itineraries.�I�doubt�thatmany�of�the�business�models�within�thehost�agency�segment�will�survive�from

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on the record �

2009�and�part�of�2010,�particularly�a�fewof�the�smaller�agencies�and�some�of�themulti-level�models.�A�few�more�mergersand�failures are�on�the�horizon�from�themarginal�tour�operators.�

Our�host�agency,�Coral�Sands�Travel,continues�to�be�profitable�and�able�toattract�a�good�number�of�new�affiliates�each�month.�We�notice�that�amuch�higher�percentage�of�home-basedtravel�agents�are�booking�more�travel,compared�to�five�years�ago.�This�is�attributed�to�better�and�more�trainingby�hosts,�organizations�and�suppliers�anda�more�serious�home-based�travel�agent.

Our�bottom�line�has�been�strongsince�we�began�six�years�ago.�This�isprobably�due�to�a�consistent�businessmodel�with�little�change�over�the�years.Keeping�it�simple�works�best.

Peter Stilphen, ECCCEO

Coral Sands TravelAmerica’s Host Agency

Labelle, FL

I�hope�to�see�a�full�bus�more�frequently.We�treated�the�few�we�saw�this�year�likethey�were�an�endangered�species,�andthey�certainly�were�rare�birds.��

I�believe�the�market�will�slowly�expand�this�spring.�Many�of�this�pastyear’s�missing�travelers�stayed�home�dueto�fear.�As�the�economy�rights�itself,when�swine�flu�becomes�a�past-demicand�as�the�media�begins�spreading�good�news�(well,�it�could�happen),�we’ll�seehappy�days�again.�Many�of�those�miss-ing�travelers�still�have�money,�they�havejust�been�afraid�to�spend�it.��

I�do�believe�that�the�trend�towardlast-minute�purchases�will�present�ourindustry�with�new�challenges.�Hotelsand�attractions�that�want�deposits�at�60days�will�be�scratching�their�heads�asthey�find�groups�planning�inside�thatdate,�and�needing�two�weeks�grace�in

which�to�sell�it.�Tour�planners�will�starttreating�suppliers�with�penalties�likelepers.�Purchasing�and�distribution�ismoving�toward�instantaneous.��

Tour�operators�who�print�an�annualcatalog�will�also�decrease�in�numbers.Writing�copy�for�next�year’s�Christmastrip�before�you�operate�this�year’s�willsoon�be�talked�of�as�the�way�we�used�to

do�things.�In�today’s�world�we�can�writea�new�trip�this�afternoon�and�put�it�inthe�hands�of�every�customer�tonight;there�is�simply�no�need�to�advertise�anannual�program.

I�also�predict�that�new�technologieswill�give�me�a�greater�feeling�of�inade-quacy�than�my�ex-wife�ever�did.�But�I�amembracing�these�technologies�more�thanI�did�her,�so�maybe�it�will�work�out�OK.�

Bob Cline, PresidentU.S. Tours

Parkersburg, WV

At�Tye’s�Top�Tour�&�Travel,�2010�looksto�be�a�great�year�for�us—as�2009�isturning�out�to�be.�

The�age-old�advice�is�still�true—ifyou�don’t�change�what�you�are�doing,then�the�results�will�be�the�same.�Ourmarket�is�primarily�45-65.�Ten�yearsago�our�market�was�primarily�65-plus.

Here�are�major�changes�that�have�al-lowed�us�to�capture�the�boomer�market:

1.�We�got�rid�of�as�much�structure�inthe�tour�as�we�could.

2.�We�increased�the�amount�of�leisuretime�by�30%,�allowing�our�customersto�experience�what�they�want.

3.�We�did�away�with�group�dinners


and�instead�provide�a�prepaid�debit�cardvalued�at�the�cost�of�the�meals�($25�inmost�cases).�This�gives�customers�per-sonal�choice�and�they�can�dine�as�a�groupor�as�an�individual.�We�can�track�the�ac-tual�restaurants�where�our�customers�areeating�and�what�they�are�spending.�Wethen�go�to�the�restaurants�most�oftenused�and�show�them�the�revenue�our�pa-

trons�are�bringing�them.�In�exchange�fora�marketing�fee,�these�restaurants�nowappear�on�our�list�of�suggested�restau-rants.�We�also�get�paid�as�a�reseller�ofprepaid�debit�cards.�The�nightmare�ofgroup�dinners�has�now�become�an�addi-tional�revenue�source.

4.�We�have�built�into�many�of�ourprograms�a�substantial�discount�fortours�that�are�paid�in�full�six�monthsprior�to�departure.�This�has�increasedour�cash�flow�tremendously.

5.�We�have�expanded�our�Internetpresence�and�the�majority�of�our�adver-tising�goes�to�this�medium.

6.�We�have�formed�strong�bonds�withour�industry�partners�to�create�new�mar-keting�opportunities,�new�product�andnew�channels�of�distribution.�In�onecase�we�sat�down�with�a�partner�andwent�from�not�knowing�they�existed�inAugust�to�having�25�coaches�booked�fornext�year�and�11�completely�sold�out�already!�We�have�introduced�20�new�orredesigned�tours�for�next�year.

7.�Our�customers�are�demanding,and�any�hotel�that�does�not�offer�a�satis-faction�guarantee�program�or�has�non-refundable�deposits�is�no�longer�used.�

8.�We�have�partnered�with�other

Writing copy for next year’s Christmas trip before you operate this year’s will soon betalked of as the way we used to do things.

— Bob Cline, U.S. Tours

tour�operators�to�sell�each�other’s�prod-uct�and�reduce�costs�by�negotiating�vol-ume�discounts�for�all�of�us.

Mel Tye, CEOTye’s Top Tour & Travel

Merrimack, NH

Looking�at�my�2010�file�for�motor-coach�groups�is�exciting! I�counted�42groups�from�16�states�and�a�quiltinggroup�from�the�UK.�With�the�new�additions�to�our�itinerary�program,more�groups�are�requesting�and�addingour�behind-the-scenes�guided�tours�offurniture�manufacturers,�Amish�artisanand�various�cooking�demonstrationsalong�with�many�favorite�attractions.�

La Vonne De BoisAmish Heartland Tours

Berlin, OH

I�think�that�cruising�will�be�large�nextyear�as�most�costs�are�known�before-hand�and�there�are�some�amazing�shipscoming�out. I�also�think�internationaltravel�will�increase�as�more�people�be-come�adventurous�and�more�reality�TVshows�(like The Great Race) reveal�newand�interesting�places�to�visit. �

Lori LeimanLori’s AdventurersQueen Creek, AZ

I�predict�that�group�travel�will�rebound10-15%�over�2009�based�on�the�follow-ing�reasons:

•�The�President�of�the�United�Stateswill�not�discourage�group�travel�for�corporations�in�2010.�

•�Prices�and�offers�are�as�attractive�asyou�will�ever�see�in�popular�destinationslike�Las�Vegas�and�the�Caribbean.�

•�The�economy�overall�will�improve(maybe�only�slightly)�over�2009.�

Our�group�travel�scheduled�for2010�is�up�over�2009�by�approximately15%�and�includes�cruises,�Mexico,

IN THE FEBRUARY ISSUE of�Leisure Group Travel,�our�On�theRecord�column�will�let�you�tell�us

about�wacky�things�that�have�happened�on�the�road.�Please�send�us

your�response�to�this�question:

What’s the funniest or craziest incidentthat’s ever happened on one of your

tours? What’s the most bizarre thing atour member has said or done?

Along�with�your�comments,�please�include�your�name,�company�nameand�location.�Also�for�publication,

send�a�high-resolution�photo�of�your-self,�if�available.�A�selection�of�re-

sponses�will�be�printed�in�the�Februaryissue�and�appear�online.�Thanks�inadvance�for�your�valuable�input.�

Send�to:Randy�Mink

[email protected]

Caribbean�and�Europe.Our�strategies�to�ensure�the�best

bottom�line�include:•�Extensive�RFP�for�suppliers�

followed�by�thorough�negotiations.�•�Closely�monitoring�currency�

fluctuations.�•�Creative�use�of�human�&�financial

resources.�Stephen C. McSwain

Executive Vice PresidentARTA Travel

Plano, TX

Preliminary�group�bookings�show�that2010�will�be�our�best�year�ever.

We�are�seeing�strong�bookings�forspecial�events�such�as�the�Oberammer-gau�Passion�Play�and�Shroud�of�Turin�exhibit,�which�travelers�can�see�once�in10�years.�So�they�are�ready�to�travel�in�2010,�knowing�thenext�opportunity�will�not�beuntil�2020.�Also,�we�are�seeingstrong�interest�in�Egypt,�SouthAfrica�and�European�countrieswhere�the�dollar�has�power,such�as�Croatia,�Montenegro,Romania�and�Bulgaria.

Special�interest�tours�arealso�selling�well,�especiallywomen-only�tours�and�foodand�wine�programs.

Our�strategy�is�to�offer�innovative,�well-priced�pro-grams�and�hub-and-spoke,such�as�“Croatian�Explorer,”where�clients�stay�12�days�andchange�hotels�only�twice.�Weare�a�smaller�company�thatcaters�to�the�needs�of�ourgroup�clients�and�have�veryflexible�programs.�

Edita Krunic, PresidentSelect International Tours &

Cruises Inc.Flemington, NJ


on tour � marty de souto, ctc

MOST OF US ARE CONTINUINGto offer trips during the current eco-nomic downturn. We know that if westop our travel programs till better daysappear on the horizon, we may nevermake a comeback.However, many of us have had to

make certain modifications in our trips– perhaps presenting fewer trips, per-haps offering shorter, less-expensive,closer-to-home offerings. But going beyond those somewhat obvious solu-tions, here are a few less obvious ones:

1Work with suppliers you’ve workedwith before, who remember you

and how well you worked with themin the past. Now is not the time to experiment with suppliers who don’tknow you and your track records andwho, therefore, are liable to set strictercancellation penalties, rules and regulations.

2Work with suppliers who are moreflexible in their deposit demands,

non-refundable policies, and last-date-to-cancel-without-penalty stipulations.

3When planning your trip dates,don’t just pick dates out of a hat

that you think will be good for yourtravelers or that are popular dates be-cause of weather or festivals or whathave you. Reverse your thinking – ask

the supplier what dates would be bestfor him. Often, your willingness to ac-cept a date when a supplier really needsyou will result in a much better “deal.”

4Consider booking into a publishedtour or cruise date that is going to

operate whether or not your groupjoins. If you only succeed in drawingsmall numbers, these travelers can stillgo – whether or not you reached thenecessary minimum numbers to oper-ate your own private trip.

5 Consider joining with another organization from the outset so

that both organizations feed into thesame trip.

6 Consider offering your tour onwhat is called “tier pricing” basis –

that is, different prices depending onhow many participants eventually join.For example, if a group numbers 20,the price is $995, if 15 it’s $1,195, and if only 10, it’s $1,395. You’ll notethat many adventure companies offerthis kind of pricing in their brochures.They invoice everyone at the higher$1,395 price and if, ultimately, morejoin, they then refund everyone the ap-propriate amount just before departure.

7Try other innovative pricing offerssuch as “bring along a new friend

at half-price” or two-for-one rates.Many cruise lines are doing this type ofpromotion now.

8When writing your marketing materials, give your readers a rea-

son why they can justify the trip. Po-tential travelers may not wish to appearfrivolous when others are suffering financially.

9 If designing and costing the tripfrom scratch (rather than buying

into an existing trip), budget more formarketing into your costing formulathan you usually do. You may find thatyou need to do more mailings, more“last call” letters, more public relations,and more raffles and giveaways to fillyour trips than you used to. We can nolonger get by with just publishing theyear’s calendar of trips and putting up a few posters.

10Consider including some “dogood” event within the trip. For

example, require that each participantcarry a backpack of school supplies andpre-arrange for your group to visit aschool and donate these supplies to lessfortunate youngsters. Projects like thiswill bring you more and better public-ity prior to the trip.

Operational Hints for Hard Times

Tough times may call for more mailings and other efforts to promote your trips.

Marty is founder and chair of the travel industry

training program at Berkeley City College in

Berkeley, Calif., where she teaches all aspects

of group travel. You can reach her by e-mail at

[email protected]. For information on her

latest book, How To Plan, Operate, and Lead Suc-

cessful Group Trips, click on Premier Tourism Mar-

keting’s educational website, groupuniversity.com.


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2009

About This Year’s Award WinnersNew York City once again proved it’s A-No. 1, top of

the heap, earning Platinum in the Domestic Destinationcategory. Washington, DC, and Hawaii bumped outAlaska and Las Vegas, our second and third place finish-ers in 2007 and 2008. Canada placed first in the Interna-tional Destination sweepstakes, perhaps a reflection ofcloser-to-home travel in these difficult economic times.

When it comes to Tour Operator, readers of LeisureGroup Travel for the third year in a row give the Plat-inum and Gold to Collette Vacations and Globus, re-spectively. Tauck World Discovery knocked DiamondTours out of its 2008 Silver slot.

Several categories show remarkable consistency fromyear to year. Florida’s Disney World (admittedly a desti-nation in itself ) was again favorite Attraction, with theTulip Time Festival in Holland, Mich., creeping up toGold (from Silver last year). Mt. Rushmore, in a surpris-ing move to some, won Silver, the first time it has placedin the top three. Broadway, for the third year running,took Platinum in Theater, with Wisconsin’s Fireside No.2 and Toby’s Dinner Theatre in Maryland taking Silverfor the second consecutive year. Sight & Sound, a con-sistent past winner, failed to make the cut.

Marriott, another perennial favorite, again topped theHotel Chain category, followed by Hampton, which has

Awards �

Congratulations to our 2009 Reader’s Choice winners, selected by readers of Leisure Group Travel.

Subscribers voted by mailing in their Reader Service Card or going online at leisuregrouptravel.com.

READER ’SCH ICEREADER ’SCH ICE�

You voted…

and the results are in!

You voted…

and the results are in!

��

�


�

�

�

�

�

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earned Gold or Silver in previouscontests. Holiday Inn won Silver.For the first time in recent years,Hilton did not place. In the CruiseLine category, Holland Americacontinues to rate Platinum withgroup tour organizers. Princess re-peated its 2008 Silver performance,while Royal Caribbean beat outCelebrity, last year’s Gold winner. InGaming Establishment, Harrah’sslipped to Gold from its 2008 Plat-inum perch, but the real surprisewas Hard Rock coming in first andtwo past favorites—Mohegan Sunand Greektown—not making thetop three spots.

Thanks to all who voted in thisyear’s Reader’s Choice Awards. Ifyou disagree with the results, ensureyour opinion is voiced in our 2010Awards—voting starts next August.

ATTRACTION

Disney World • PlatinumTulip Time Festival • Gold

Mt. Rushmore • Silver

CRUISE LINE

Holland America • PlatinumRoyal Caribbean • Gold

Princess • Silver

THEATER

Broadway • PlatinumThe Fireside Dinner Theatre • Gold

Toby’s Dinner Theatre • Silver

GAMING ESTABLISHMENT

Hard Rock • PlatinumHarrah’s • GoldBelterra • Silver

HOTEL CHAIN

Marriott • PlatinumHampton • Gold

Holiday Inn • Silver

DOMESTIC DESTINATION

New York City • PlatinumWashington, DC • Gold

Hawaii • Silver

INTERNATIONAL DESTINATION

Canada • PlatinumGermany • Gold

Italy • Silver

TOUR OPERATOR

Collette • PlatinumGlobus • GoldTauck • Silver

State TourismOfficials Preview2010 GroupTravel Scene

industry forecast � john kloster

Leisure Group Travel organized a

panel of veteran state tourism officials

to explore the state of the business in

2009 and look into the crystal ball for

trends they see shaping the market

in 2010. Participants included Celeste

Krolak, then the Tour Marketing

Specialist at the Ohio Tourism

Division; Cheryl Offerman, Travel

Trade Marketing Manager of Explore

Minnesota Tourism; Carol Torricelli,

CMP, Director Domestic Sales for

Virginia Tourism; Jennifer Sutcliffe,

Travel Industry Marketing Manager

of the Arizona Office of Tourism; and

Jeff Gayduk and John Kloster of

Leisure Group Travel.

Four marketing specialists

from diverse sections of the U.S.

assess the tourism climate in their

states and discuss strategies

for attracting groups.

Will group travelers be back on the road

when 2010 rolls around?


John Kloster: A year ago this week we were conducting a sim-ilar panel at the same time Lehmann Brothers was imploding,which really hammered home for everyone the financial situa-tion we were actually in. At that time there was a great dealof trepidation about the economy and its impact on 2009.Now we can look back on 2009. How was business this yearoverall and specifically leisure group business?

Cheryl Offerman: Our group business was certainly impactedthis year by the economy. The jury is still out as to whetherthat’s due to people’s fear or that they really didn’t havemoney, but it seemed that as the year went on, that the groupbusiness picked up. We were in a kind of panic mode in theearly spring, but the groups did travel. We did notice the often cited trend of groups coming from a closer range thanextended tours and therefore more coach tours than air toursinto Minnesota. As far as spending, we noticed people wantvalue. They didn’t necessarily shun our resort stays or shoppingexperiences, but they were asking for value in the package.

Carol Torricelli: I agree with Cheryl on all of the above. I believeVirginia experienced the same trends for leisure travel as well asbusiness travel, impacted by the economy, H1N1 and the recentnegative impact on business travel that prompted the meetingsindustry response with “meetings mean business.” So many audiences were impacted, from student groups, government andassociation meetings to leisure travel. However, many hospitalitypartners were encouraged to “stay the course” by creating incen-tives for travelers to buy, partnering with their hospitality communities for cooperative advertising, submitting suggesteditineraries on our state tourism website, providing editorial andtrip ideas for the media and offering packages to commemorateour anniversaries, such as the 40th anniversary of the Virginia is for Lovers slogan and the Civil War 150th.

Jennifer Sutcliffe: I think everything was hit all around. We don’ttrack leisure business specifically, but do know our business andmeeting travel got hit by many issues, more recently ArthurFrommer citing Arizonans for toting guns at a recent Obamarally. We have a lot of Mexican visitors and being a border state,people think they might be at a higher risk for H1N1 here.There’s been a lot of media that people are getting killed here,although it has nothing to do with tourism. We’re a border stateand deal with border issues, but they seem to be bigger newselsewhere than they are here. Clients still want to travel, butthey’re waiting until closer in to book, they’re doing shortertrips, more value trips. Everybody here has some kind of a deal.It’s hard to say what kind of an impact it’s making incrementallyand it seems everybody is just waiting it out. We’ve seen a lot of bankruptcies and hotels taken over by other companies.Everyone is feeling the pain and the CVBs in the Valley have hadto struggle with their meeting and incentives business and thewhole “meetings mean business” thing. The Social SecurityAdministration had a meeting at the Arizona Biltmore and wegot a lot of bad press for that, but it was great because it’s a greatplace to meet, it was off-season so they were able to take advan-tage of great rates. So we’re fighting back, but everybody is feeling the pinch.

We still don’t have a budget. We went in knowing it was going tobe a bad year and went in with a conservative budget, so I don’tthink there are going to be any surprises and we’re still doing thebig things. We’re still going to NTA, ABA, USTOA, but we’ve cut back on some other things and cooperative opportunities aregoing to be more closely scrutinized because everyone’s lookingfor ROI and it’s getting a little tougher, but we’re OK.

CO: One of the optimistic changes I see is so many of our hotelsand attractions that relied so heavily on the meetings and conven-tion business have now redirected at least a portion of their fund-

JENNIFER SUTCLIFFE CELESTE KROLAK

December 2009 19

CHERYL OFFERMAN CAROL TORRICELLI

Explore Minnesota Tourism

Arizona Office of Tourism Ohio Tourism Division

Virginia Tourism

ing, time and activities toward the groupmarket because the meetings market washit the hardest in Minnesota. The peoplewho pooh-poohed the group market foryears now see they need these rooms filledand the group market was still moving andis still moving, so this is a new opportunity.

Jeff Gayduk: We see a bit of that from themarketing side where we are suddenly getting interest from hotels that are nowlooking to do group marketing campaigns in print and online, so it’s interesting how the tides haveturned. They’re facing the realities ofthe market, and the bottom line isthat they need to fill rooms so thatour core mid-market hotel advertis-ers are now being supplemented bythe Hiltons and Hyatts.

JS: Since our Governor's Conferencein July we have been approached bya number of people who are askinghow to get into the group market. Ijust did a seminar in Tempe wherethey did have leisure business, wherethey were able to make a higher mar-gin, and shied away from the leisuregroup market. Now they're sayingwe really need to rethink this and go for group business. I even got anemail from a luxury hotel askingabout NTA. I told them this proba-bly isn't for you because you can't gointo this market and then in two years saywe're done with that. If you're going to dothis, you have to make a commitment andyou're not where they are staying.

Celeste Krolak: We have a lot of automo-tive plants in our state and really sufferedfrom the automotive downturn here and in neighboring states because a lot of theirworkers are our group travel customersand with them losing their jobs, it certain-ly had an impact on our numbers with adecrease in the number of tours from citieslike Detroit. But we’ve seen an increase inlast- minute travel and groups with smallernumbers that are trying to keep their same

pricing. We’re working with our vendorsin these tough times to hold the rates. Soit’s a lot more customer service to main-tain the rapport with the groups, so wewill continue to work with them when theeconomy is better and they trust that wehave their best interests at hand.

One issue we’re dealing with is that a lotof the smaller CVBs are not receivingtheir bed tax from their hotels because

the money is not there. When the CVBsdon’t have dollars available for market-ing, it’s impacting our ability to delivercooperative projects we’re doing together.We have a lot fewer people attending thefall shows and into early 2010. Ourbudget is being reviewed and by summer2010 they want our budget to be private-ly funded and not be a state agency. Wehave not registered for NTA, ABA, SYTAor OMCA. This is tough because thesmaller areas count on us to representthem at these. My budget was cut 50%,and many of the group sales people in theCVBs have lost their jobs and not beenreplaced. It’s a struggle right now. But the

customer service portion has become key.For the customers who are coming to thearea I’m trying to stress to make suretheir needs are being met and that therooms are ready, the restaurant is expect-ing them and that we can get them in andout without our delaying their trip.

JG: You mentioned about going back on asmaller group and asking for concessions.Have suppliers agreed or have you

encountered resistance?

CK: Most have met the requestsbecause they know it’s tough outthere. The Greater Cleveland areamissed out on some student businessthis year because so many of thegroups wanted to travel in earlyMay. Because Cedar Point AmusementPark doesn’t open that early, PositivelyCleveland and the Rock and RollHall of Fame worked closely toaccommodate groups in the down-town area. It’s a lot of creative thinking.

JK: We’ve seen over the past fewyears the growth in affinity and nichegroups. What are you experiencingon the destination side? What typesof these groups are visiting and whatare you doing to attract emergingmarkets, either by product develop-ment or marketing?

CO: We have really seen interest by niche groups in Minnesota. For example,groups are coming to our northernresorts for fishing. This is great for thesmaller resorts, not the big golf resorts.The other big area for Minnesota is food,like cooking tours and wine-tastingevents. Our wineries have been boomingbecause of the tour business that hasbeen coming to sample the wines, do ameal at the vineyard perhaps with enter-tainment tied in. That’s been a greattrend for us. The other side is the cook-ing classes. The hotels and restaurantsthat offer cooking classes have been


industry forecast �

“Smaller CVBs are not

receiving their bed tax from

hotels because the money is not there.”

—Celeste Krolak

[

]

doing really well. Several of the restau-rants in the Mall of America offer classesand their schedules have increased dra-matically over the past year. It’s kind ofneat to see that people are getting off thecoaches from the traditional sightseeingtours and getting their hands dirty withdead fish or with pasta.

CT: We too have seen growth in the heritage and cultural niche markets, asevidenced by the growing interest in ourVirginia wine industry, culinary tours, thearts and the performing arts. Also greentravel is getting a lot of attention, withfarm-to-table programs or serving yourfresh catch of the day at a green-certifiedrestaurant. If tour operators and meetingplanners find the passions of their cus-tomers, I know they will find a match inVirginia. I can’t help but believe if youcontinue to promote opportunities and bemore positive about the experiences youhave in your towns and with regional

partnerships, you create the emotionalconnection. People need that. We’re listen-ing to the news too much which can bevery depressing. I think tourism for all ofus gives us the chance to enhance thequality of our lives.

JS: The big driver for us is the weather in the winter. Everyone wants to be inArizona where it’s dry and warm, andthat will continue to be a driver for alltypes of travelers and not necessarily forgroups. In our marketing we know peo-ple are looking for nightlife. There’s beena lot of interest in culinary, which is a big umbrella with a lot of things that fitunderneath it. Wineries are popping up inthe north-central part of the state andpeople are doing wine tours. We have aguy in the Verde Valley north of Phoenixthat’s doing kayak tours to the wineriesthat are adventure. Biking and hiking andbeing out in our natural areas to see theGrand Canyon and wide-open spaces.

It’s time to create a memorable getaway for your tour group in

the Pocono Mountains. For information on itineraries,

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Sightseeing, of course, is still big, but theywant to be immersed into the local nativeand western culture. Sustainability is alsosomething we have tackled, so incorpo-rating that into not only our marketing,but into our product in finding authenticand sustainable travel that has led intovolunteerism. The national parks herealready have programs and Game andFish have volunteer programs and we arefinding more and more people are look-ing for something to give back while theyare here. This is common with girlfriendsand families. We’ve not had a lot of stu-dent travel, but we’re finding more andmore student tour companies inquiringabout product in Arizona. We’re findingmore and more CVBs focusing on sporting groups, both youth and adult.Sporting events are huge here, from golfto every major sport to two NASCARraces. The bowl games are huge withalumni groups.

JK: We have operators telling us that theirclients are asking for more options in theirtrips. We wonder if you are seeing that andwhat you are doing to facilitate that and todevelop more infrastructure to support it.

JS: I’m putting a lot less into the itinerariesI create because people want a lot moreflexible travel and don’t want the tradi-tional trip that’s tightly scheduled fromhour to hour. They want more free timewith the possibility to visit the spa for atreatment or to go shopping or to thebotanical garden. They are shorter tripswith smaller groups and I’m hearing thatstraight from the tour operators. Theywant more six-day trips and not 12-daytrips. They want a lot more golf and out-door activities. People that come are beingmore active so they want more flexibilityand choice.

CT: What we are hearing are morerequests for hub-and-spoke tours with a lacarte options of activities when they arriveat their destinations. Buyers are customiz-ing their tours to attract new audiences

and depend upon the DMOs to providethese ideas to lure their tour.

CK: One of the great things about havingso many options is that when the groupgets back together they can compare sto-ries and hear more about what’s availablein the area and that word of mouth is freemarketing for future trips. Infrastructurecan be an obstacle, both in terms of avail-ability and in pricing.

CT: If we can just stay solution-oriented,we can overcome just about every obsta-cle to make the experiences worthwhile.

CK: It puts a lot more pressure on ourpartners to cross-sell and not limit theirmarketing efforts to their city or county.They have to be marketers for the wholestate or region.

JS: I totally agree. Hotels go to NTA andtry to sell their rooms, but the groupsaren’t coming to stay in your hotel.You’ve got to sell your area and evenareas conducive for day-trips from yourhotel. You’ve got to promote what’s acces-sible and not just that you can give themgreat rates and a free breakfast.

CK: I tell our hotels, don’t talk aboutyour $5-million renovation and thinkthat’s unique because everyone else isdoing that too. You’ve got to make themaware of local festivals and events and actas a destination advisor. I think oftentimespeople miss that mark. Knowing the localarea can make a hotel stand out, and Idon’t think they always see that.

CT: That’s also been our focus here too.In working with our DMOs, I haveencouraged them to provide itinerariesthat focus on the experiences first, includehospitality companies and partner region-ally with other DMOs.

CO: In the current economic environ-ment the hub-and-spoke itinerary withoptions is so critical. People can afford

to buy the tour and don’t have to pay for inclusions they don’t necessarilywant. They’re way more in control of thebudget. I know this is contrary to theidea of the traditional group tour whereeverything is included, but people havegotten way beyond that because theydon’t want to pay for what they don’twant to do. This is making the tour moreaffordable for a broader number ofpotential tour participants.

JK: How will business be for 2010 andhow will trips be different going forward?Are hub-and-spoke trips and less inclu-sions part of that?

CT: We’re seeing visitors mostly from ourdrive markets of neighboring East Coaststates. DMOs are getting customer requestsfor hub-and-spoke trips with a la carteoptions. We’re also being cautiously opti-mistic. Between the students, the activeboomers, fly-drive programs, the pre- andpost- cultural tours from our meetings andthe recently new statewide sports market-ing efforts, if we just stay the course, Ithink we’ll see business slowly increase.

JS: Operators are going after peoplethey’ve never gone after before, purely outof necessity and doing things that areunconventional. One operator is puttingadvertising wraps on his coaches for therevenue. There will be more groups, butwith less customers, so revenue measure-ment becomes subjective. We’re seeingshorter trips, but more frequency, andweekend getaways. Accessibility is a bitmore of an issue in the West because citiesare farther away from each other and wedon’t have the rail system that’s in theEast. But we’re going to see a lot moreregional visitors, from Texas and NewMexico and even Western Canada withnew service into Phoenix from Vancouverin January. So Canadians will be a grow-ing market for us. For the group market,more experiential stuff and more of it. Thegroups will be small and with more affini-ty. Not your typical sightseeing tour that


industry forecast �

visits the Grand Canyon and then is on toLas Vegas. We’re finding groups want todo fewer destinations and spend more timeso they can experience more in the onesthey do visit.

CO: I’m predicting 2010 is going to be the year of the travel bargain. This is theyear to stay at the Westin for what theyused to pay at the Day’s Inn. The hotelsare dealing, the airlines are dealing and as people get comfortable with the fact that we’ve probably reached a new normal, with the economy as it is,housing prices as they are and with alot of people still working, peopleare going to be traveling even more.

CK: I think more people have theirfinances in check and know whatthey’re spending and what theiroptions are, so they’re looking forthe affordable getaways, but fromthe group side fuel costs are nowback to normal. If that holds true,we’re going to continue with thegroup travel, but if it changes allbets are off. We’re seeing operatorstrying to eat costs, so we’ve gotthem driving their own coacheswhere before they would have sent adriver. Many people are doing thework of two people, so they’re morestressed and need more than ever toget away. Whether it’s a two-day ora five-day trip, they’re making surethey’re getting their money’s worth.

JS: And they’re waiting until the lastminute because they’re comparison shop-ping. They’re looking around a lot moreand are waiting and comparing becausethey know at the last minute there couldbe that deal. And that’s where the CVBsneed to put together packages for opera-tors with more in them so they’re a betterdeal than travelers going out and doing it on their own. They have to include thehands-on elements and the behind-the-scenes elements that an individual travelercan’t get.

CT: Our statewide DMOs really need tobe visible on the web. They need to gettheir itineraries on the state websites, keepthem current and compelling.

JS: And they need to submit good pictures.We at the state level are now working onour 2010 travel planners and we don’t wanta picture of a building, but need images ofexperiential travel. We don’t want a pictureof an animal, but we want someone inter-acting with the animal because that’s what’sgoing to pull someone in.

JK: The readers are tour operators andothers who organize group travel. Youhave the chance to speak directly tothem. What do you want to tell themabout how they can best grow their busi-ness for 2010?

CK: If they need help, they should let us know. If they don’t see what they’relooking for on our website or in our plan-ner, we don’t want to be excluded fromconsideration. If they need help with pack-aging or aren’t getting the response theyneed from our suppliers, they should go to

the state person and let us help them createa package they can sell to their customers.

JS: It just comes down to basic customerservice. It’s that added value that doesn’tcost anything.

CT: The buyers have all these tools attheir fingertips. They can get the printedplanner or they have the website to searchfor tour product, but it all boils down tothe people who make the difference. Andthat’s why it’s important to continue to

work with the DMOs or state officeto customize any trip for any sizeand for any audience.

CO: I would tell any operator to gofor the deal.

JK: Is there anything important wedidn’t cover?

CT: I think we all share the fact thatwe have experienced cuts this year,yet we continue to provide guidancewith tour planning and offer cus-tomer service. Our DMOs are work-ing together more regionally withmore emphasis on partnerships.

CO: For us, it’s all about partnering.It doesn’t matter if it’s with cities inyour state or with neighboring statesor with regions. It doesn’t even stopat the border, since we have a hugepartnership with Manitoba.

Leisure Group Travel’s 2008 panel

reflected concern that the economy was

worsening and therefore tourism and

tourism promotion would be negatively

impacted. This year’s panel showed that

cutbacks were needed and most tourism

offices seem to have trimmed somewhat

even before the full situation was evident.

The result is that most states represented

in this discussion were able to continue

promotion to their most important mar-

kets, although nobody escaped cuts. LGT


“In the current economic

environment the hub-and-spoke

itinerary withoptions is

so critical.” —Cheryl Offerman

[

]

O

on the road � stephen m. kirchner

On a recent fam tour in Harpers Ferry,West Virginia, we waited outside theQuality Hotel & Conference Center forthe New World Tours motorcoach topull up for loading. I looked around andcould see that no one was particularlyexcited about boarding the motor-coach….it would be just another motor-coach transfer. Just a short ride to thefirst stop on the tour.

I was really looking forward to see-ing the faces and hearing the reactionsas our group boarded the coach. I hadthe advantage. I had been on one ofthese New World coaches before andknew everyone was in for a treat. Typicalof their comments:

“Wow, this is incredible!” “This is amazing, we’ve never seen

anything like this.”“I’ve never been on an airplane this

nice.”As we sat down we glanced at the

beautiful 26” flat-screen monitors builtinto the overhead racks and waited forthe introduction from Ronnie Stevensof New World Tours. We learned wewere on one of New World’s CorporateCoaches, a luxurious ABC-Van Hoolmotorcoach equipped with just aboutevery amenity one could imagine. And

it better be, for this coach was just aslikely to be hosting a group of corpo-rate executives in Washington, D.C. asit was carrying a group of travel indus-try professionals on a tour of the WestVirginia countryside.

As the motorcoach industry movesinto the 21st century, the changes in pas-

24 October 2009 LeisureGroupTravel.com

CRUISEA fleet of deluxe coaches is available to tour operators from DATTCO, Inc., a Connecticut-based transportation company.


New World Tours wows passengers with its state-of-the-art motorcoaches.

MOTORCOACHES

senger comfort are coming fast and furi-ous, and it’s safe to say there has neverbeen another time when customer com-forts have become as important as theyare today.

Twenty years ago when we beganseeing the first video monitors on mo-torcoaches, the industry saw its first realmovement toward passenger comforts.While some in the industry resisted thatchange (“something else to go wrong”),it soon became clear that onboard videowas a competitive advantage to thosewho had it, and a real disadvantage tothose who did not.

But for a long period of time, inno-vation on motorcoaches, as far as thepassenger was concerned, meant goingfrom a tube screen to a flat screen. Thepicture might have improved, but notmuch was different.

NEW TECHNOLOGY

That’s all changed in the past several

years, and the technological changeshave led to a dizzying array of newcomforts that motorcoach passengersare now beginning to take for granted.And those companies in the forefrontof offering these new comforts will

again have a distinct advantage overthose who ignore them.

Visit a motorcoach industry tradeshow today, such as the United Motor-coach Association’s Expo held in Januaryat the Orlando Orange County Con-vention Center, and you see an incredi-ble array of new vendors offeringpassenger comforts. Many are technol-ogy companies that were never seen be-fore at such trade shows.

For the tour planner, knowing aboutthese new trends is not only important,it may make the difference between ahappy customer coming back to you fortheir next tour, or going next door to

the planner who is knowledgeable andmakes the right choices in motorcoachtransportation.

“Making the experience much moreenjoyable for the passenger is the toppriority,” said Michael Power, director of


INTO THE 21ST CENTURY

Prevost coaches feature video monitors and other high-tech amenities.

This bus manufactured by Motor Coach Industries offers wireless Internet.

marketing and communication of Pre-vost, a Volvo Company, and one of theindustry’s major manufacturers. “Tech-nology is a large part of it, allowing theindividual to control what he wants tosee in entertainment.”

Today customers have ipods, iphones,individual game machines, computerlaptops and more. The day of everyonewanting to watch the same video, or en-gage in the same activity, at the sametime, is over.

LEG ROOM AND SEATBELTS

Trends today, Power said, put pas-senger comforts first, and include 52-passenger coach configurations (down

from 55, 56 and 57), providing more legroom, and the addition of WiFi andsatellite TV.

A safety feature appearing on newmotorcoaches is the standard seatbelt on

every seat. Don’t be surprised if you areasked to keep it loosely around you at alltimes just as we have come to expect onan airplane.

Companies can choose the option ofin-seat video monitors like on some air-lines, and customers can plug their ipodsand computers into the system for powerwhile onboard the motorcoach.

Prevost offers an AV connector inthe front seat that allows the input of acomputer into the coach video system,allowing for corporate training presen-tations or for sports team coaches to re-view game film on the way to or from agame. It also allows a tour operator tooutline the itinerary or make a presen-tation on what’s coming up on the tour.

Power said technological trendsmake for safer travel as well. The com-

on the road �

Prevost coaches reflect the most current trends in passenger comforts.

Making the experience much more enjoyable for

the passenger is the top priority.

As the motorcoach industry moves into the 21st century,

changes in passenger comfort are coming fast and furious.


Peter Pan passengers can expect the latest in technological advances.

Michael Power—Director of Marketing and Communication of Prevost

Stephen M. Kirchner —President of the National Motorcoach Network

pany now offers its Prevost LiaisonSystem, which follows the coach on theroad, provides diagnostics of all aspectsof the motorcoach above and under thehood, and reports to the operator andthe driver any problems. This space-agesystem is linked to over 30 satellites.

Peter Pan Bus Lines is one of thefirst intercity bus lines to have wirelessInternet available to passengers throughthe installation of WiFi technology onits fleet. Peter Pan is in the process ofinstalling WiFi on 150 buses.

“We’re proud of our reputation forbeing on the leading edge of technol-ogy in the intercity bus industry,” saidPeter A. Picknelly, president of PeterPan. “We were among the first to in-clude video monitors on our motor-coaches. Other technological advancessuch as a real-time monitoring systemthat records the speed and the opera-tion of the vehicle by our operator anda GPS tracking system are routinelyretrofitted into all of our coaches.

“Passengers want to use laptop com-puters, accessing the Internet to do workor to check e-mail, and the installationof the WiFi wireless compatibility onour coaches gives Peter Pan an advan-tage over air travel or travel by auto,”Picknelly said.

Today motorcoach operators workwith the manufacturers to customize theconsumer experience before the motor-coach leaves the production line.

“From new interior fabrics and col-ors to the very latest in onboard ameni-ties, ABC Companies and Van Hoolwere able to create a series of coachesfor us that truly exceed the expectations

and needs of our varied customer base,”said Dennis Lyons, vice president,Coach & Tour Group, DATTCO, Inc.

Patricia Ziska, Motor Coach Indus-tries (MCI) vice president and chiefcustomer officer, said, “We plan tobring more innovation to our product.We take seriously our commitment toadvancing employee safety and ourcontinued quest to be environmentally

responsible by lowering our carbonemissions footprint.”

She adds, “At MCI, we’re constantlyadvancing performance and safety fea-tures as new technologies become avail-able. We’ve even developed several of ourown, including our patented spiral en-tryway and the very first Hybrid inter-city coach. Interiors are more luxuriousthan ever before, giving passengers themost comfortable travel experienceavailable today.”

If you haven’t been on a motorcoachrecently, you are in for a surprise. Butyou will need to do the research because

not all companies are created equal, andnot all companies offer all the amenitiesthat your customers expect today.

When you plan your next NorthAmerican tour, don’t forget that the keycomponent often overlooked is the qual-ity of the motorcoach. Make sure youask the right questions and demand theright answers from motorcoach opera-tors before you sign the contract.

The result will be happy customerswho will return again for their next motorcoach tour adventure. Even moreimportant, they will tell their friendsabout all the benefits of traveling on amotorcoach today….friends who, coin-cidentally, may want to come along onnext year’s tour. LGT

Stephen M. Kirchner is president of the National Mo-

torcoach Network, a marketing organization that has

been promoting motorcoach travel to consumers for

over 25 years. It operates the National Reservation

Center at www.motorcoach.com. He is also pub-

lisher of Byways magazine, a publication featuring

North American tour destinations that offers a free

subscription to consumers and group tour planners

at http://bywaysmagazine.wordpress.com.

MCI takes pride in its commitment to environment-friendly technology.

At MCI, we’re constantly advancing performance and

safety features as new technologies become available.


Patricia Ziska—Vice President and Chief Customer Officer of Motor Coach Industries

ARIZONAHollywood production company

Miziker Entertainment Group this win-ter presents the Howdy Dinner Show& Extravaganza, a brand new offeringat Rockin’ R Ranch in Mesa. Runningthrough May 2010, the 90-minute experience includes pre-show entertain-ment with bar service at the Saloon,dinner served by wait staff in characterand an old-fashioned musical centeredaround an 1880s traveling troupe insearch of gold and new discoveries inthe Wild West. Audience participationis encouraged. Much of the area’s pio-neer lore and legends is based in the Superstition Mountains just east ofMesa. Thousands of dollars in renova-tion were part of the overhaul at theranch, with new props, furniture and an enhanced menu of Western fare.

Miziker Entertainment Group, whichwill lease the facility at Rockin’ R Ranch,specializes in design, production and the daily operations of themed shows,permanent attractions and events forparks, resorts and cities. A Mesa fixturesince 1984, the Rockin’ R served upchuckwagon suppers and offered country music and Western stage shows.(480-832-1539, howdyshow.com)

CALIFORNIADisney’s California Adventure

theme park unveils a new nighttimespectacular in spring of 2010. Disney’sWorld of Color in the Paradise Pier sec-tion will be a nightly, 25-minute visualsymphony that takes guests on a magicaljourney through animation and artisticstorytelling. Dramatic effects will in-clude high-definition images projected

on a curtain of water that is 40 feet highand longer than a football field, with1,200 fountain nozzles, pyro and lasereffects, and a musical score. Featured inthe show will be such Disney favorites asAlice in Wonderland, The Lion King, Pocahontas and Toy Story. Also on thehorizon at the park are a Little Mermaidattraction (opening in 2011) and a new Cars Land (2012) based on theDisney/Pixar movie Cars. Playing toAmerica’s love affair with automobiles,the new land will include RadiatorSprings Racers, where riders find them-selves in a race around hairpin turns andsteep banks. Other enhancements in the multi-year expansion include newlandscaping, retail and dining, plus aninteractive Walt Disney Story attractionbased on the vision of the animation pioneer who started everything. (disneyscaliforniaadventure.com)

NEVADACalifornia Trails Interpretive Center,

located eight miles west of Elko, debutsnext summer, but the Elko Convention& Visitors Authority can arrange grouptours prior to its opening. Galleries inthe $14-million structure will spotlightwagon trains, the Gold Rush and suchchapters in history as the Donner Party(trapped in a blizzard and reduced tocannibalism). The motorcoach-friendlyfacility will have an amphitheater and ameeting room for up to 80. Dutch ovendinners can be arranged for groups. Thecenter also will feature hiking trails.(800-248-3556, exploreelko.com)

OKLAHOMAThe Ancient Village, a popular out-

door museum, will be rebuilt and opennext summer at the Cherokee HeritageCenter in Tahlequah. The village, firstconstructed in 1967, depicts Cherokee

Groups touring the West in 2010 can look forward to a variety of new sightseeing and entertainment options. West

Here is a sneak peak at what’s new:

A D V E R T O R I A L


Tucson is Puttin’ On The Ritz.

The first name in luxury has

arrived in Tucson. A new 250-room

Ritz-Carlton golf and spa resort will

open its doors December 18, 2009.

The 850-acre project includes

two Jack Nicklaus Signature Golf

Courses and clubhouse, a 17,000

sq. ft. spa, three signature restau-

rants, several swimming pools,

a four-story waterslide, a “casita

village” and the service and style

expected of a Ritz-Carlton experi-

ence. The clubhouse complex

and the initial 27 holes of golf will

host the 2010 World Golf Champi-

onships-Accenture Match Play

Championship, Feb. 15-21.

Jacki Ludwig

Director of Tourism

Metropolitan Tucson Convention & Visitors Bureau

100 S. Church Ave

Tucson, AZ 85701

Direct: 520.770.2147 Fax: 520.884.7804

[email protected]

Visit us at www.visitTucson.org

on our radar

life before European settlement, featur-ing demonstrations of various crafts,from cooking and gardening to arrow-head, pottery and basket making.Groups can arrange a stickball game orblowgun shoot. The Cherokee HeritageCenter also includes the Cherokee National Museum with its famed Trailof Tears exhibit and Adams CornerRural Village, a circa-1890 pioneer townsimulating a rural Cherokee communityprior to Oklahoma statehood. In down-town Tahlequah, the Cherokee NationalSupreme Court Building, the oldestgovernment building in Oklahoma(1844), is being renovated and will opennext spring with exhibits on the Chero-kee judicial system and Cherokee Advo-cate newspaper, which was printed inthe building. (cherokeetourismok.com)

TEXASThe JW Marriott San Antonio Hill

Country Resort & Spa, opening in January 2010, will be the world’s largestJW Marriott Resort. Located less than20 miles from the San Antonio Interna-tional Airport and 30 minutes fromdowntown, the 600-acre property iscomprised of rolling hills, meanderingcreeks and live oak trees. Activities include two PGA TOUR TournamentPlayers Club (TPC) championship golfcourses designed by Pete Dye and GregNorman, plus a 26,000-square-foot spa.Water fun includes a rapid river ride,slides, lazy river with children’s pools, anadult pool, hot and cold plunge pools,whirlpools and an expansive activitypool. (jwsanantonio.com)

WASHINGTONThe Tulalip Tribes’ Hibulb Cul-

tural Center, opening next summer in Tulalip, will showcase the history,culture and spiritual beliefs of theSnohomish, Snoqualmie, Skykomishand other tribes. Exhibits will featuretheir traditional hunting, fishing andgathering lifestyles. (360-716-2635,tulaliptribes-nsn.gov)


Six flags have flown over

Texas, but nine have flown

over its oldest town - Nacog-

doches! Uncover the stories be-

hind the flags - battles won, lives

lost, hearts broken, and inde-

pendence gained. Tour the

homes of Texas legends, walk the

brick streets of yesteryear, and

experience the picturesque down-

town filled with one-of-a-kind

shops, antique stores and art gal-

leries. Historic landmarks, includ-

ing the Old University Building

and the Sterne-Hoya House Mu-

seum, are walking distance from

the visitors’ center. Nacogdoches

is also a nature lover's paradise

and boasts the state’s largest

azalea garden. Step-on guide

services are available. Nacog-

doches has it all!


Group Sales Contact:

Sherri Skeeters, [email protected]

General E-mail: [email protected]

Address: 200 East Main, Nacogdoches, Texas 75961

Toll Free Phone: 888-OLDEST-TOWN (888-653-3788)

URL: www.VisitNacogdoches.org

ILLINOIS The Field Museum in Chicago pres-

ents the exhibition Mammoths andMastodons: Titans of the Ice Age fromMarch 5-Sept. 6, 2010. Visitors willlearn about the colossal mammals (earlycousins to the elephant) that roamed theearth millions of years ago and meet40,000-year-old “Lyuba,” the best-pre-served baby mammoth in the world.They will journey back to the Ice Agethrough video installations, roamamong saber-toothed cats and giantbears, and see some of the oldest humanartifacts in existence. Other upcomingexhibits include Climate Change (July2-Nov. 28) and Gold (Oct. 22, 2010-April 24, 2011). Gold tells of man’s fasci-nating with the world’s most desiredmetal, offering displays of enormous

gold nuggets, gold bullion, coins fromshipwrecks, gold bars and jewelry. (312-922-9410, fieldmusem.org)

INDIANA Rare Abraham Lincoln memorabilia

will be on display Feb. 12-July 25 at theIndiana State Museum in Indianapolis.With Charity for All is an exhibit offamily photographs, furnishings, art-work and documents from a collectionassembled by the Lincoln National Life Insurance Co. (now the Lincoln Financial Group) in Fort Wayne, whichclosed its corporate museum last year.Items in the collection, which was donated to the state, include copies ofthe Emancipation Proclamation and13th Amendment (which abolishedslavery) signed by Lincoln. The Libraryof Congress’s With Malice Toward None:Abraham Lincoln Bicentennial Exhibitionalso opens at the museum Feb. 12 (Lin-coln’s birthday) and runs to April 11.


This photo of Abraham Lincoln and

son Tad will be on display at the

Indiana State Museum.

Group planners will find a number of new attractions and blockbuster museum exhibits. Midweston our radar

Here is a sampling of what’s on tap for 2010:

Featured are the Bible upon which Lincoln, and later Barack Obama, tookthe oath of office; the contents of hispocket from the night he was assassi-nated; and documents and correspon-dence from his political career.(317-232-1637, indianamuseum.org)

IOWAThe Great Rivers Center, a $40-mil-

lion expansion to the National Missis-

sippi River Museum & Aquariumin Dubuque, will open next summer.Exhibits will explore the science andhistory of the Mississippi, its water-shed and other rivers of America.Three-dimensional films with 4D special effects will reveal the wonder ofbiological diversity and the intercon-nected lives of underwater creatures in major rivers. (800-226-3369, rivermuseum.com)

KANSASBoot Hill Casino & Resort, sched-

uled to open in mid-December inDodge City, will be the first state-ownedand operated casino in Kansas. The firstphase of the $90-million project willfeature about 575 slot machines and 10table games, including blackjack, craps,roulette and poker. Phase 2 is scheduledto be completed in December 2011,adding a hotel, day spa, two more


on our radar: midwest �

restaurants and lounges, and approxi-mately doubling the gaming floor. Withthe championship Mariah Hills golfcourse nearby, the destination resort andentertainment center combine modernamenities with an Old West theme.(boothillcasino.com)

MICHIGANMackinac State Historic Parks next

year will unveil the Richard and JaneManoogian Mackinac Art Museum.Housed in the 1838 Indian Dormitoryon Mackinac Island, the museum willcenter around fine and decorative artsinspired by Mackinac Island throughthe ages, from Native American basketsto present-day paintings of the islandby residents. Plans for the three-storybuilding, which served as the island’spublic school for 100 years and a sum-mer art school, include a studio thatwill provide a hands-on art learning experience for visitors. Guests will have the option of taking an easel into Marquette Park to paint lilacs, weaveNative American-style baskets or createhand-tinted photographs. (231-436-4100, mackinacparks.com)

MISSOURIThe Missouri History Museum in

St. Louis welcomes Treasures of Napoléonfrom Nov. 21, 2010-Feb. 13, 2011.The exhibit, which showcases morethan 300 objects related to NapoleonBonaparte, includes framed paintings,prints, letters and furniture from imperial palaces. Created from the collection of First Empire authorityand Napoléon expert Pierre-JeanChalençon, the exhibit showcases theworld-class art and design of Bona-parte’s era as well as personal posses-sions. The collection also includesdepictions of him by great artists of thetime. (mohistory.org)


Bordering Chicago along

Lake Michigan, Chicago’s

North Shore is the most pictur-

esque region in the metropoli-

tan Chicago area, boasting a

scenic byway along the lake-

front rich in natural beauty and

homes and gardens of distinc-

tion. The region features the

Chicago Botanic Garden, the

only Bahai House of Worship

in the Western Hemisphere,

the Illlinois Holocaust Mu-

seum, and the Charles Dawes

Gates House, home to the

Evanston Historical Society.

Chicago’s North Shore is only

20 minutes from downtown

Chicago and its 17 lodging options are group-friendly. Most of our hotels offer motorcoach

parking, hot breakfast and indoor swimming pools.


Navy Pier® is Chicago’s lakefront play-

ground and the Midwest’s #1 tourist and

leisure destination, attracting nearly

9 million visitors annually. From rides to

restaurants, exhibitions to entertainment,

shopping to dining cruises and tour boats

Navy Pier has it all!

Upcoming events include:

Bank of America Winter WonderFest:

December 4, 2009 - January 3, 2010

This magical event features inflatable slides, an indoor ice skating rink, great rides, live

entertainment, cookie decorating, hundreds of decorated trees and the most stunning

lights in Chicago! Save the date: December 3, 2010 – January 2, 2011

Chicago Flower & Garden Show: March 6 - 14, 2010

Whether you are a beginner, a gardener who needs some help

taking things to the next level, or a horticultural aficionado who is

looking for what’s new in landscape design and horticulture, you’ll

find it at the Chicago Flower & Garden Show!

Save the date: March 4-13, 2011

Tall Ships® Chicago: Navy Pier August 24 - 29, 2010

The six-day festival includes international music, ship exhibits,

crew challenges, arts and crafts, boat building, maritime displays,

fireworks and more.


Go A Little Overboard At Navy Pier!

Group Tour Contact:

Caryn Shulman, Tourism Marketing Manager

Chicago’s North Shore Convention and Visitors Bureau

8001 Lincoln Avenue

Suite 715

Skokie, IL 60077

847-763-0011, ext.25

[email protected] www.visitchicagonorthshore.com

Navy Pier's South Dock

For more information on Navy Pier, visit www.navypier.com

DISTRICT OF COLUMBIAA major new exhibition dedicated

to the understanding of human originswill open on March 17, 2010, at theNational Museum of Natural Historyin Washington, D.C. Based ondecades of cutting-edge research bySmithsonian scientists, the $21-millionDavid H. Koch Hall of Human Origins will tell the epic story ofhuman evolution and how humansevolved over six million years in re-sponse to a changing world. Followingthe process of scientific discov-ery, visitors will explore theevidence for human evolutionand come face-to-face withrepresentations of early hu-mans. Included will be hun-dreds of fossils, reconstructedfaces of early humans and 75cast reproductions of skulls.The March 17 opening marksthe museum’s 100th anniver-sary on the National Mall.(202-633-1000, mnh.si.edu)The exhibition One Life:

Echoes of Elvis salutes theKing of Rock ’n Roll fromJan. 8-Aug. 29 at the National Portrait Gallery. Marking the 75thanniversary of Elvis Presley’s birth, itfeatures work by such artists such asRalph Wolfe Cowan, Red Grooms,Robert Arneson and others who havecreated mythical, spiritual and earthlyimages of the man whose legacy in-cludes superlative moments in music,entertainment, life and the afterlife.(202-633-1000, npg.si.edu)The Smithsonian American Art

Museum presents Telling Stories: Nor-man Rockwell from the Collections ofGeorge Lucas and Steven Spielberg fromJuly 2, 2010-Jan. 2, 2011. It is the firstmajor exhibition to explore the connec-

tions between Norman Rockwell’siconic images of American life and themovies. Two of America’s best-knownmodern filmmakers—George Lucasand Steven Spielberg—recognized akindred spirit in Rockwell and formedin-depth collections of his work. Lucas,Spielberg and Rockwell perpetuateideas about love of country, personalhonor and the value of family throughtheir work. The exhibition showcasesmore than 50 Rockwell paintings anddrawings from these private collections

that are rarely seen by the public. Ex-cerpts from interviews in which Lucasand Spielberg talk about Rockwell andthe works in their collections will beshown in the exhibition galleries. (202-633-8530, americanart.si.edu)

MARYLANDFast, frequent and free...that’s the

trademark of downtown Baltimore’sCharm City Circulator, a new shuttlebus system coming in spring 2010. Vis-itors will find getting around Baltimoreeasy with 21 sleek, hybrid buses servingthree different routes – Federal Hill andthe Inner Harbor to Mt. Vernon and

Penn Station; Westside’s B&O RailroadMuseum and the University of Mary-land to Harbor East and Fell’s Point;and the Shot Tower/Marketplace MetroStation to Harbor East, Fell’s Point andJohns Hopkins Metro Station. The freeshuttles will run every 10 minutes fromearly morning to late night, seven daysa week. (baltimore.org)The Baltimore Museum of Art’s

groundbreaking exhibition Cezanne andAmerican Modernism (Feb. 14-May 23,2010) is the first to explore how

Cézanne transformed modernart in America. The show features 16 paintings and water-colors by the French masteralongside a wide range of worksby more than 30 Americanartists, from Marsden Hartleyand Maurice Prendergast toAlfred Stieglitz and Man Ray.(artbma.org)

American Cruise Lines’newest ship, the 104-passengerIndependence, is under con-struction at Chesapeake Ship-building in Salisbury, Md., andwill join its fleet of small cruise

ships for the 2010 season. The maidenvoyage is set for June 12 on the Chesa-peake Bay. Other cruise destinationswill include New England, the HudsonRiver and Historic South. The fifthship of the Guilford, Connecticut-based line will feature luxuries that ACLguests have come to expect, includingstaterooms with large, opening picturewindows, roomy baths and 80 percentwith private balconies. Every stateroomwill be fitted with flat-screen satelliteTV and DVD players, individual climate control and wireless Internet access. The ship’s layout will include anelevator to all decks and a glass-encloseddining room.


Hopping around downtown Baltimore will be easy when

the Charm City Circulator shuttle buses roll out next year.

The Northeast is buzzing with new tourist attractions and exhibitions for 2010. Northeast

Following are just some of the new developments on the horizon:

on our radar

on our radar: northeast �

Also new for 2010 will be a sistership’s “Philadelphia and PotomacCruise” between Philadelphia and theWashington, D.C. area. The seven-night trip on the American Spirit follows the Delaware River, throughthe Chesapeake & Delaware Canal,into the Chesapeake Bay and up the Potomac River. Stops include the C&D Canal; Chestertown, St. Michaels, Annapolis and St. Mary’s, Md.; and Mt. Ver-non/Alexandria, Va. (800-814-6880, americancruiselines.com)

NEW HAMPSHIREThe M/S Mount Washington,

the iconic Lake Winnipesaukeecruise vessel, will undergo a $1-million renovation this winter toupdate its passenger facilities andreduce polluting emissions withnew technology engines. The cur-rent twin diesel engines were in-stalled in the spring of 1946.Offering sightseeing, Sundaybrunch, sunset and dinner dancecruises on New Hampshire’slargest lake, the 230-foot ship de-parts from Weirs Beach in Laco-nia from late May to late October.(603-366-5531, cruisenh.com)

NEW YORKVisitors to the Rochester Museum

& Science Center can delve into the forensic science used by today’scrime scene investigators when it wel-comes CSI: The Experience from Oct. 2,2010-Jan. 2, 2011. The multi-media environment and special effects comedirect from the CSI television series. (585-271-4320, rmsc.org)

PENNSYLVANIAThe Lights of Liberty will shine ever

brighter after a complete overhaul of the

historically themed nighttime ambula-tory light-and-sound show, set to launchin the July 2010. A major digital up-grade will make the only show of itskind even more dazzling as participantswearing 3-D sound headsets tour theoutside of several of Independence Na-tional Historical Park’s most significant

buildings to see and hear recreations of the events that took place during thenation’s founding. Summer will alsomark the debut of an indoor Lights ofLiberty show. (215-629-5801, historicphiladelphia.org)The Philadelphia Museum of Art

hosts two blockbuster shows in 2010.Picasso and the Avant-Garde in Paris, on view Feb. 24-April 25, explores thedecades between 1905 and 1945—theperiod some consider to be the artist’smost productive and influential. LateRenoir (June 17-Sept. 6) follows Pierre-

Auguste Renoir’s later years as he consid-ered his legacy and created masterpiecesthat draw comparisons to those of theold masters. With 100 works of art, including 20 by avante-garde painters like Matisse and Picasso, who drew inspiration from his artistry, Late Renoirpaints a portrait of the artist as innova-

tor, teacher and elder artisticstatesman. (215-763-8100, philamuseum.org) The Pittsburgh Penguins NHL

hockey team will have a new homewhen the $321-million ConsolEnergy Center opens in August2010. The arena, named after thelargest producer of bituminouscoal, will include a full-servicerestaurant, public bars and a foodcourt on both the main andupper-level concourses, five retailshops and an enclosed bridgeconnected to a new parkinggarage. The building also will behome to concerts, circuses, stageshows and sporting events such as college basketball tourna-ments, indoor soccer and tennis.The replacement for the currentMellon Arena (built in 1961) will be the first LEED-certifiedNational Hockey League arena inthe country. (penguins.nhl.com)

RHODE ISLANDThe beachfront Ocean House

luxury resort in Watch Hill will re-openin June 2010. The Victorian-era property is perched high on bluffsoverlooking Little Narragansett Bay,with sweeping views of the AtlanticOcean, Montauk and Block Island. Facilities will include 49 elegant guestrooms and 23 private residences, farm-to-table cuisine, a 2,000-sq.-ft. spa and more than 10,000 square feet of event space. (oceanhouseri.com)

Philadelphia’s popular Lights of Liberty show will

unveil major upgrades next summer.


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FLORIDAThe new Northwest Florida-

Panama City International Airport ison track to open in May 2010 as thefirst international airport to be built inthe U.S. in the last 16 years. SouthwestAirlines, the first to announce serviceto Panama City Beach, will operateeight daily flights beginning May 18.Located on Panama City Beach’s expansive West Bay, the airport and Industrial District Authority aim tomake its terminal the first in the nationcertified to LEED standards under theLeadership in Energy and Environmen-tal Design program of the U.S. GreenBuilding Council. The airport will be developed in conjunction with a na-ture preserve that will include Florida’slargest expanse of undeveloped coast-line. The refuge, called the West BayPreservation Area, will protect 40,000acres around the West Bay, including33 miles of undeveloped shoreline andan additional 44 miles of tributariesand creeks. Visitors to the preserve willenjoy hiking, fishing and bird watching.(visitpanamacitybeach.com)

GEORGIABabyLand General Hospital, where

Cabbage Patch Kids dolls are “delivered”and “adopted,” plans a Grand OpeningCelebration and Reunion on May 8,2010, at its new location in Cleveland,hometown of creator-entrepreneurXavier Roberts. The gracious, three-story Southern-style mansion, a show-case of fun and fantasy being built on100 acres, will offer mountain viewsfrom 72 windows. Actual move-in dateis expected before the end of 2009.BabyLand is working with lodging fa-cilities, restaurants and other attractionsto do Cabbage Patch Kids girlfriendgetaways. (cabbagepatchkids.com)

The Georgia Aquarium in Atlantais adding a $110-million dolphin exhibit that will open in November2010. The 1.3-million gallon exhibitwill include dolphin encounters, view-ing windows and dolphin shows.(georgiaaquarium.org)

The Allure of the Automobile pres-ents 18 of the world’s rarest cars fromthe 1930s to the mid-1960s at Atlanta’sHigh Museum of Art from March 21-June 20, 2010. Included are master-pieces by Jaguar, Mercedes-Benz, Porscheand Ferrari. The exhibition traces theevolution of the motorcar, examiningthe contrasts between European andAmerican design, and significantchanges in automotive styling and en-gineering before and after World War II.(high.org)

KENTUCKYThe Kentucky Horse Park in Lex-

ington will host the 2010 Alltech FEIGames from Sept. 25-Oct. 10. Heldevery four years, the competition fea-tures the world championships for eightequestrian sports. This will mark thefirst time the event has been held in theUnited States. The City of Lexington isplanning a 17-day festival to run con-currently with the 2010 Games. FromMay 29-Oct. 15, the Horse Park’s Inter-national Museum of the Horse willpresent A Gift from the Desert: The Art,History and Culture of the ArabianHorse, a major exhibition that honorsthe horse of the Near East, with partic-ular emphasis on the Arabian horse. InSeptember, the Morgan Horse Pavilion,built by the American Morgan Horse

prime timeWith our 200-year history, Greenbrier County is a great location for your next tour. Conveniently located less than four hours by motorcoach from many major Mid-Atlantic cities, Greenbrier Valley is an easy getaway for those cherished times.

To request a copy of the Group Tour Planner, please contact Group Sales at 800-833-2068 or [email protected]


From New Orleans to the Carolinas, planners organizing tours in the South will find many new itinerary brighteners in the region. South

Here is a quick glimpse at what’s creating a buzz:

on our radar

on our radar: south �

Institute, opens on the Horse Park’sgrounds and will highlight the Morgan’shistory with interactive exhibits.(feigames2010.org, kyhorsepark.com)

LOUISIANAThe Restoration Pavilion, opening

next year at the National World War IIMuseum in New Orleans, will allow thepublic a permanent behind-the-scenesview of how conservators restore andpreserve tanks, airplanes, boats, weaponsand other priceless pieces of equipmentfrom the war years. The facility, part ofthe second phase of the museum’s $300-million expansion, will also serve as astorage area for macro artifacts and partsof the museum collections. (nation-alww2museum.org/expansion.restora-tion.pdf)New Orleans’ Audubon Aquarium of

the Americas in March introduces Para-

keet Pointe, where visitors will minglewith hundreds of free-flying parakeets andpurchase feed sticks for the birds. In Maythe Audubon Nature Institute will unveilCool Zoo Splash Zone, a water park rightin the middle of Audubon Zoo. Guestscan ride waterslides and get dunked by ahuge alligator dumping hundreds of gallons of water. (auduboninstitute.org)

NORTH CAROLINACivil rights takes a front seat when

the International Civil Rights Center& Museum opens on Feb. 1 inGreensboro in the F.W. Woolworthbuilding where a landmark proteststarted. One exhibit allows visitors toexperience the conversations of thefour young men in a re-created NorthCarolina A&T dorm, prior to theirhistoric 1960 act—seating themselvesat the whites-only lunch counter. Arti-facts include the original counter andstools. The museum will have 14 sig-nature exhibits and a changing gallery.(336-274-9199, sitinmovement.org) The North Carolina Museum of

Art in Raleigh unveils a new 127,000-square-foot, $73-million building inApril. Dramatically expanded exhibi-tion space will be highlighted by daylitgalleries and dozens of new art acquisi-tions that will be on view for the firsttime. The aluminum-clad exterior will be surrounded by outdoor gardensshowcasing large-scale sculptures. (919-839-6262, ncartmuseum.org)

SOUTH CAROLINAThe new, state-of-the-art South

Carolina State Farmers Market willopen April 17 at the center of the state,just off the intersection of Interstates26 and 77 near Columbia. Featuringseparate areas for major wholesale vendors and the retail sale of SouthCarolina agricultural products, the


The Greenbrier Valley’s

rich history and myriad

recreational pastimes

provide tour groups with

an endless choice of

leisure activities year

round. The region’s mix

of quaint downtowns,

eclectic shopping, live

performance venues and

breathtaking scenery

ensures that groups will

have an outstanding ex-

perience no matter what

the participants’ interests

and preferences.


Greenbrier County Convention & Visitors Bureau

Just 45 minutes south of Memphis lay

Antebellum splendor featuring shops,

restaurants, museums, daily historic home

and garden tours, golfing, camping, hunt-

ing, fishing, horseback riding, civil rights

history, extensive Civil War history, AND

Graceland Too - a shrine to The King built

by his biggest fan!


Holly Springs Tourism

& Recreation Bureau

148 East College Avenue

Holly Springs, MS 38635

Toll Free: 888-687-4765

Phone: 662-252-2515

Fax: 662-252-2696

[email protected]

www.visithollysprings.com

Contacts: Suzann or Stephanie

Greenbrier County CVB

Amy Kaczynski, Director of Sales & Promotions

540 North Jefferson Street, Box 17, Suite N

Lewisburg, WV 24901

[email protected]

800-833-2068

www.greenbrierwv.com

Rachael Stebbins

Director of Marketing & Communications

304-645-1000

[email protected]

Washington Street Gallery in Downtown Lewisburg

features one-of-a-kind works of contemporary fine art.

visitor-friendly market will feature achildren’s play area, a 150-seat exhibi-tion kitchen, a 400-seat outdoor am-phitheater, a specialty foods shop,school bus drop-off area, an RV park, afish market, a meat market, bakery andseveral restaurants. The site will also behome to South Carolina Departmentof Agriculture laboratories, a 200-seatconference center and offices. The newmarket will be three times larger thanthe old one. (scstatefarmersmarket.com)

TENNESSEETitanic Pigeon Forge, a $25-mil-

lion project, opens in April 2010 to tellthe story of the ill-fated ship, its onevoyage and its passengers and crew.The attraction will display hundreds ofpriceless Titanic artifacts in 20 gallerieson two decks that will also containexact replicas of the “Grand Staircase,”a first-class suite, a third-class cabinand the Marconi wireless room. Thebridge will offer interactive featuressimilar to those of its sister ship inBranson, Mo. Visitors will be able totouch an iceberg, experience the chillof 28-degree water, sit in an actual lifeboat, “steer” the ship and send an SOSmessage. (titanicpigeonforge.com)

WEST VIRGINIAThe underground Casino at The

Greenbrier will debut in April at the famous resort in White SulphurSprings. The casino, for hotel guests andSporting Club members, will feature320 slots and some 40 gaming tables,including blackjack, craps, baccarat and mini baccarat, roulette and poker.The resort’s temporary Tavern Casino, discreetly located in a lounge in the Virginia Wing, opened in October andwill be available for private parties andgroups when the larger casino debuts.(greenbrier.com)



What’s New and News for 2010Mississippi Gulf Coast

• Ohr-O’Keefe Museum of Art – Frank Gehry

designed complex opening 2010

• Biloxi Arts District – across street, north of

Beau Rivage

• Restoration Historic Properties Biloxi

- Biloxi Lighthouse

- Magnolia Hotel

- Old Brick House

• Gulfport Restorations

Downtown – historic restoration of

25th Avenue to include palm trees, historic

lampposts creating walkable district.

Grass Lawn – Replicated 1836 mansion

• Four Gulf Coast Events have received

national or regional recognition

- Biloxi Seafood Festival

- Mardi Gras

- Winter Classic, Olympic-Style Horse Show

- St. Patrick’s Day celebrations

Contact:

Janet Harrington

Manager, Leisure Sales and Group Travel

MS Gulf Coast Convention

and Visitors Bureau

P.O. Box 6128, Gulfport, MS 39506

Ph: 888-467-4853

Fax: 228-896-6788

Email: [email protected]

Web: www.gulfcoast.org

Coming 2011• Jefferson Davis Presidential Library

• Infinity at NASA

• Maritime & Seafood Industry Museum


Georgia: A Winter Wonderland

From shopping malls to

outlet centers, neighbor-

hood shops to internationally

known art galleries and

antique treasures, Georgia is

a holiday shopper’s paradise.

Georgia’s mild winter temper-

atures allow for plenty of

opportunities to spend time

outdoors. Stone Mountain

Park hosts their annual

family tradition “A Southern

Christmas”, November 13

through December 30. Head

south and discover 100 miles

of pristine coastline along

Georgia’s Coast. Experience the magic of Holiday Island on

Jekyll Island in December, with more than a month of family

friendly festivities. The annual Fantasy in Lights display can be

found at the picturesque Callaway Gardens in Pine Mountain

from November 20 through December 30. End the year at

the Peach Drop, the largest New Year's celebration in the

southeast, in downtown Atlanta. Georgia’s mild winter climate

is perfect for a holiday getaway.

Visit www.ExploreGeorgia.org

on technology � john kamm, ctp

2010, CAN YOU BELIEVE IT?That date sounds tantalizingly like thefuture. Shouldn’t we be vacationing onMars? A machine should be reading mythoughts and committing them to digi-tal memory, another machine bringingmy bagel and schmear. Rosie, Rosie,wherefore art thou Rosie? Not much tolook at but, man, was that robot maid

efficient and the Jetsons loved her. So,we’re not there quite yet, but there aresome exciting trends to watch.Netbooks, small computer appliances

configured for browsing the Internetand running minimal applications, aregetting more alluring. They are perfectfor travel or toting around the house ifyou can’t bear to be away from Facebookfor even a moment. Handsets (the de-vice formerly known as a cell phone) aregiving netbooks a run for their money asthe overhead of the operating systemshrinks coupled with must-have applica-tions and the ability to function on aWi-Fi network. And they still makephone calls! Watch for a spate of smart-

phones running Google’s Android oper-ating system. The venerable iPhone willface some interesting competition. Notebooks or laptops are replacing

conventional desktop computers athome, school and the workplace. Theyhave the power of most conventionaldesktops with the added benefit ofportability. With these machines, the

operating system is a key consideration.Apple’s Snow Leopard is a magnificentexample of software engineering, but thetotal cost of the machine with softwareis often hundreds of dollars more than asimilarly equipped machine runningWindows. Linux still requires a pioneer-ing geeky aptitude but it is extremelyuseful for certain applications when se-curity is of utmost importance. I’m for-getting something. Oh, yes, Windows 7. At this stage I liken Windows 7, just

released to generally positive reviews, to anew puppy. It is cute and full of promise.Time will tell if it is a Lassie or a Cujo.Two things I know for sure—there isnothing sadder than a dog movie when

the canine character doesn’t make it inthe end and the next computer most ofus buy will be running Windows 7. Stepping up, I will go on the record

here to predict that in 2010 someonewill actually figure out how to use socialmedia in a profitable business marketingplan. In traditional marketing modelsthe communication is one-way – fromthe marketer to the consumer. In socialmedia the communication is a conver-sation; if you start the conversation youbetter stay in it because it will continuewith or without you. Marketers feelthey lose control of the message andthat makes them fidget. What aboutROI, return on investment? Since itcosts little or nothing to participate inFacebook or Twitter, there is minimalmonetary investment. Better to think ofthe process in terms of ROE, return oneffort. Yet, what metrics can we use toevaluate success or failure? Personally, Ibelieve it is a secret government stimu-lus plan to find employment for oursons and daughters graduating fromcollege in the next few years. Hire oneof them, they get this stuff. They willhappily tweet and post and YouTubeyour sales through the roof.Next year is going to be an exciting

ride and we only get to take it once.Don’t be a whiner like George Jetsoncrying, “Jane, how do you stop thiscrazy thing?” Best get to it, there’s muchto do.

Technically Speaking, 2010 Is Going To Be Awesome!

At this stage I liken Windows 7 to a new puppy. It is cute and full of promise.

John Kamm is CEO of TourTech Systems, Inc.,

developers of TourTools®, the most popular

tour reservations solution in North America. Visit

www.tourtools.com for more information.

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Industry Forecast- Leisure Group Travel Magazine

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