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Delaware North Companies Parks Resorts

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Delaware North Companies Parks Resorts

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    1. Delaware North Companies Parks & Resorts

    2. Delaware North Companies, Inc. History Founded in 1915 by 3 brothers Charles, Marvin, and Louis Jacobs Entrepreneurial spirit Beginning of Sportservice and first airport contract Emphasis on building strong client relationships

    3. Delaware North Companies Today A global leader in hospitality and food service One of the largest privately held companies in North America – ranked 169 Strong reputation in its industries – hospitality, good service, travel and tourism, gaming and entertainment Solid industry fundamentals with strong market position in North America and growing market position in key international sectors

    4. DNC Companies

    5. DNC Executive Team

    6. A Tradition of Excellence Guardian of 15 national and regional treasures More than $300 million in annual revenue with more than 5,000 employees Strong reputation with the National Park Service – national, regional and local levels Strong understanding of the bid process and key deliverables

    7. DNC Parks & Resorts History Is the newest operating company and was founded in 1992 when Yosemite National Park was placed in our care. Huge barriers to entry in national parks Preferential right of renewal; Possessory interest. Yosemite opened up for bidders under unusual set of circumstances Yosemite Bid process: Year to develop; Many risks – financial and operational; Five proposers; Beginning of Delaware North’s environmental platform.

    8. History A company is born: A new way of doing business in National Parks began: Environmental; Interpretation; Culinary; Customer Service; Most important: strong partnerships with our clients.

    9. History After Yosemite, more state and national park contracts are won. In 1995, NASA awards operation of the Kennedy Space Center Visitor Complex to Delaware North. Delaware North helps reform manner in which U.S. National Park Service contracts are awarded. Delaware North becomes first U.S. hospitality company to receive ISO 14001 registration.

    10. History Delaware North becomes a hotel owner in 2001 with the purchase of Tenaya Lodge near Yosemite. This paves the way for company’s entrée into third-party management of distinctive destination resorts in singular locations and additional ownership opportunities.

    11. DNC Parks & Resorts Org Chart

    12. DNCP&R Map of Locations

    13. DNC Parks & Resorts Clients Wide range of clients National Park Service NASA New York State Parks California State Parks Ohio State Parks Asset Owners

    14. Stewardship and Hospitality It began with a strong understanding of the needs and desires of our customers. With this as our benchmark, we have defined our mission – “To provide Stewardship and Hospitality in Special Places”

    15. Our Core Values Stewards of the Environment Stewards of Historic Structures and Artifacts Entrusted to our Care Stewards of Interpretation and Education GuestPath® GreenPath ®

    16. Core Competencies Lodging Food & Beverage Attractions Management Recreational Services Transportation Management Conference Centers Retail Operations Sales and Marketing Reservations Facilities Management Operations Support Integrated Data Analysis

    17. Lodging Our lodging experience extends from wilderness camps to luxury hotel suites to National Historic Landmarks. Our goal is to provide our guests with exceptional experience that they will not only return for, but remember for generations.

    18. Lodging Statistics - 2008

    19. Food & Beverage As a member of the Delaware North family of companies, we have been involved in preparing and serving all manner of food, from snacks to gala dinners, for more than 90 years. Our operations encompass the entire spectrum of food and beverage service – from cafeterias and casual restaurants to gourmet dining. A culinary team – led by American Culinary Federation – certified chefs – is in place at every property

    20. Apprenticeship Training Program The Balsams Grand Resort hotel adopted the National Apprenticeship Training Program for Cooks and Pastry Cooks in 1978. The program was started to train the staff to operate with a high degree of professionalism Since its inception dozens of students have been graduated by the program – one of only 90 American Culinary Federation approved apprenticeships still in existence.

    21. Organic and Sustainable Our chefs are committed to: Providing unique regional cuisine that is reflective of their regions, seasonal availability and their venues. Listening to the needs of diners, responding to current trends such as the low-carb diet.  Featuring items that are fresh and sustainable in nature, meaning that their production is good for the future of the environment. Creating a total experience for guests: delicious food, extraordinary service, pleasant ambiance and unique memories.

    22. Attractions Management We take great pride in the responsibility for our nation’s treasures. It takes a special kind of know-how to ensure people get the most from their travels. We are the stewards of some of the most celebrated attractions in the world, including: Kennedy Space Center Visitor Complex; Yosemite National Park; The Grand Canyon; Sequoia National Park; Yellowstone National Park; and Niagara Falls State Park.

    23. Recreational Services We manage a wide variety of programs that include summer and winter activities, such as: Recreational and instructional ice skating; Cross-country and Alpine skiing; Mountaineering and climbing schools; Stables; Rafting; Bike rentals; and Extensive tours.

    24. Transportation Management Through our work in Yosemite National Park and at the Kennedy Space Center Visitor Complex, Delaware North manages one of the largest fleets of vehicles in the United States. We currently operate a variety of alternative fuel and hybrid vehicles in support of our environmental efforts.

    25. Conference Centers Our ability to attract and retain conference customers gives our business partners a substantial revenue stream in the shoulder seasons.

    26. Retail Operations Specialized retail is a major component of our business. High-end gift items, souvenirs, memorabilia, apparel, books, groceries, camping/mountaineering equipment, spa products and golf supplies contribute to revenue in excess of $100 million. Each location in our care has its own identity and special historical, cultural and environmental significance. “We tell the story of each Special Place where we operate”

    27. Sales and Marketing Delaware North has partnered with some of the top travel professionals and agencies in the country. Our approach is based on maximizing the return for all sales and marketing initiatives. Our set of resources and processes includes: Market analysis; Guest analysis at the household level; Revenue management; Distribution and channel management; Group sales and reservations; Public relations; Direct mail; E-mail; and Web development that is fully e-Commerce-enabled.

    28. Online Marketing In today’s highly competitive environment and with many customers turning to the Internet to research and confirm bookings, we have focused many of our marketing efforts on online initiatives. We utilize solutions such as: Search engine optimization; Linkage programs; Web site reporting and analysis; and Return on investment tracking.

    29. Outside Resources We leverage opportunities for visibility and exposure by providing access to various other services: Relationship with a national public relations agency that specializes in the travel industry; Partnership with market-leader companies; and Cross-promotion and sharing of expertise with other Delaware North companies such as sport stadiums and airport venues

    30. Reservations Our central reservation center (CRES), located in Fresno, California, is a cornerstone of our success. The center has evolved into a full contact center, capable of not only handling incoming calls for reservations and information, but also managing: E-mail booking requests; Fax bookings; Group bookings, both individual call-ins and rooming lists; Outbound call campaigns; and Live chat for online web support.

    31. Reservations Continued The central reservation center has recently developed the newest in call center technology with a voice-over IP phone switch that allows for centralized management of call distribution, tracking and reporting, yet allows for decentralized workforce should a property be better served by handling some or all of its calls at the property. Additional services provided by the Fresno operation include: Rate administration; Revenue and yield management; Distribution and channel management; Confirmation e-mails and letters; Spa, tour and recreational activity booking; Full productivity and conversation reporting by property; and Tracking of all marketing initiatives using unique phone numbers.

    32. Facilities Management We have a tradition of treating all of our properties, managed or owned, with the utmost respect. With responsibility for the continuous maintenance of each property, we have managed major renovation projects, as well as “ground-up” development. Historic properties that require specialized restoration pose no problem to Delaware North. All Delaware North facility project managers are Leadership in Energy and Environmental Design (LEED) certified. LEED certification is a generally accepted sustainability building measurement tool.

    33. Operational Support Specialized departments within Delaware North provide support to each property and attraction: Accounting – financial reporting, payroll services and support for all accounting matters; Internal audits – ensure proper controls are implemented and maintained; IT support – all packaged software for operations, area networks, Internet and intranet capabilities, installations, support, back up and standard point-of-sale systems for food and beverage, retail, lodging, etc.; Human resources – recruitment, training programs, benefit and compensation administration, housing and current legal requirements; Insurance and risk management – compliance with statutory requirements; Supply management – national agreements and accounts with major vendors; Security – management of crime risk, on-site inspections; and Legal – licensing, review of all agreements, annual statutory filings.

    34. Why Choose Delaware North Companies Parks & Resorts? Because we are at home in special places. We are passionate people who think differently. Our dedication to the customer experience is as unique as the properties and destinations in our care; We bring a unique management quality to each property in our care. We have a wide range of abilities to enhance our guests’ experiences and maximize returns; We offer a full array of attraction management services; We offer a full array of hotel management services; and Most importantly, we are committed to the stewardship of each of these unique and special places, and to serve those seeking authentic, one-of-a-kind experiences.

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