What We Do

Helen Hill Executive Director Ph: 843-805-3023 hhill@explorecharleston.com Perrin Lawson Deputy Director Ph: 843-805-3050 plawson@explorecharleston.com Laurie Lynn Smith Chief Operating Officer Ph: 843-805-3063 lsmith@explorecharleston.com Catherine Dority Director, Community Relations Ph: 843-805-3090 cdority@explorecharleston.com Martha Bratton Executive Assistant Ph: 843-805-3107 mbratton@explorecharleston.com Information Technology Staff Darby Keene IT Manager Ph: 843-958-3623 dkeene@explorecharleston.com Patrick Alderson IT / Finance Assistant Ph: 843-958-3623 palderson@explorecharleston.com

Human Resources and Finance Staff Amy Hutto Human Resources Manager Ph: 843-805-3101 ahutto@explorecharleston.com Bonnie Anderson, CPA Finance Manager Ph: 843-805-3046 banderson@explorecharleston.com Chimeca Everette Staff Accountant Ph: 843-958-3624 ceverette@explorecharleston.com Tish Jaynes Staff Accountant Ph: 843-805-3024 tjaynes@explorecharleston.com Mail Center Staff Marc Gibson Mail Center Manager Ph: 843-805-3082 mgibson@explorecharleston.com Charlie Hill Mail Center Assistant Ph: 843-853-8000 chill@explorecharleston.com

How is the Charleston Area Convention & Visitors Bureau organized?
The CACVB is a non-profit 501(c) 6 organization. The organization is led by an elected Board of Governors and is funded though a 55% public / 45% private partnership. The CACVB builds synergies around the public / private investments and is able to collectively do more to promote the Charleston area as a result of this collaborative.

Public funds for tourism promotion come to the CACVB via:

• Funding municipalities (state and county accommodations tax collections).
• Grant programs through the State of South Carolina / South Carolina Department of Parks, Recreation & Tourism.

Private funding for the CACVB is raised through a variety of programs including:

• Travel Council investments.
• Travel Council investor programs such as Brochure Service, Visitor Inquiry Service, Lowcountry Reservation Service.
• Publication advertising (Official Charleston Area Visitors Guide, Charleston Area Wedding Guide, Destination Planning Guide).
• Internet advertising.
• Sales tradeshow and advertising co-operative opportunities.
• Ticket sales and publication sales through our area visitor centers.

What is meant by the term "CACVB funding municipalities?"
The State of South Carolina imposes a 2% state accommodations tax on all lodging properties. State law reads that 30% of the state accommodations tax collections within a given municipality must invest in advertising for that area through a designated tourism promotion organization. The CACVB is the designated tourism promotional organization for the following local municipalities:

• City of Charleston
• City of Folly Beach
• City of Isle of Palms
• Town of Kiawah Island
• Town of Mount Pleasant
• City of North Charleston
• Town of Seabrook Island
• Town of Sullivan's Island

The County of Charleston also collects a 2% county accommodations tax from lodging properties. Charleston County elects to promote tourism advertising by funding the CACVB with 10% of its county accommodations tax collections.

A big part of the CACVB Executive Department's responsibility lies in coordinating the communication of the Bureau's program of work with our municipalities. Staff members work closely with elected officials, key staff members, and committees to ensure understanding and support for the Bureau's destination marketing programs.

Our collaborative approach works to promote the diversity of the Charleston region, mainly because visitors don't realize when they've crossed municipal lines! The CACVB aims to spread visitors throughout the community - to spend the night, play some golf, visit any of our area's beautiful beaches, do a little (or a lot of) shopping, dine in restaurants, enjoy our rich history, and enjoy more of what the unique Charleston area offers. Visitors enjoy our destination and their dollars in turn contribute to the economic impact of our community!

Affiliations
Alphabet soup! The Executive Department participates in partnerships with a number of state and national organizations that are tourism proponents:

• South Carolina Department of Parks, Recreation & Tourism (SCPRT)
• South Carolina Association of Tourism Regions (SCATR)
• South Carolina Association of Convention & Visitors Bureaus (SCCVB)
• Southeast Tourism Society (STS)
• United States Travel Association (USTA)
• Destination Marketing Association International (DMAI)
• Society of American Travel Writers (SATW)
• Public Relations Society of America (PRSA)
• The Hyland Group
• Lou Hammond & Associates
• Institute for Organizational Management
• South Carolina Tourism Alliance
• South Carolina Chamber of Commerce

Louise Ballard Director of Marketing Ph: 843-805-3051 lballard@explorecharleston.com Jennifer Wilson Marketing Manager Ph: 843-805-3005 jwilson@explorecharleston.com Chisholm Burbage Marketing Manager Ph: 843-805-3081 cburbage@explorecharleston.com Shannon R. Smith Creative Manager Ph: 843-958-3630 ssmith@explorecharleston.com Joy Halstead Graphic Designer Ph: 843-805-3021 jhalstead@explorecharleston.com Laura Huff Marketing Assistant Ph: 843-958-3637 lhuff@explorecharleston.com

Travel Council Staff Sandy Nivens Investor Relations Representative Ph: 843-958-3620 snivens@explorecharleston.com Andy Rankin Director of Investor Relations Ph: 843-805-3033 arankin@explorecharleston.com Jenny Waller Travel Council Assistant Ph: 843-805-3061 jwaller@explorecharleston.com Kelly Wood Travel Council Manager Ph: 843-805-3084 kwood@explorecharleston.com

When placing advertising, how are publications, websites and other mediums selected?
The CACVB Marketing Department carefully selects how valuable advertising dollars are spent in an effort to benefit the Charleston area and attract visitors to our community at times when there is the greatest opportunity for occupancy growth. With input from our Board of Governors and Marketing Chairman, the department selects tools which most closely fit our targeted demographic. One example is the highly respected travel magazine, Travel+ Leisure, which consistently reaches an audience of traveling consumers who are college educated, averaging a household income in excess of $75,000 with an interest in history/culture, resort beaches, cuisine and shopping. This is a very fitting demographic for the Charleston area.

How does the department measure the effectiveness of its marketing efforts?
 Research is a key element in measuring the success of advertising strategies and in directing appropriate future placements. The Marketing Department works closely with the College of Charleston's Office of Tourism Analysis to track visitor inquiries, demographics, conversion rates, occupancy and average daily visitor expenditures. In addition, all advertising and marketing programs incorporate trackable systems for measuring our success.

Marketing strategies utilize a variety of tools including:

• Print Media
• Television / Cable / Broadcast Media
• Regional newspapers
• Online / Internet
• Inquiry Analysis
• Research

Areas of Focus - FY 2009/2010

• Lodging Package Promotions - The CACVB dedicates a special effort to the regional promotion of lodging packages, especially those that are partnered with events and area attractions.
• Rediscover the Family Vacation Campaign - As an ongoing aspect of our promotion of the Charleston area as an ideal family vacation destination, the CACVB, along with our industry partners, will give away five week-long family vacations. As the giveaway portion of this promotion takes place largely during the summer, the theme of the promotion will continue via advertising and online efforts throughout the year.
• Airline Partnerships - The CACVB partners with Charleston's newest low-cost carrier, AirTran and other existing providers who are adding new routes, to aggressively promote service to our area. Delta's new direct service to Boston is a great example of this type of opportunity.
• Meetings Campaign - In conjunction with a new tradeshow year, the CACVB will continue a meetings campaign aimed at opening conversations between the CACVB Sales Team and professional meeting planners.
• Official Charleston Area Visitor Centers - The department promotes visitation to our area visitor centers as the best initial stop on a Charleston area itinerary.

Key Publications and Print Projects

• Official Charleston Area Visitors Guide
• Official Charleston Area Visitors Guide Map
• Charleston Area Destination Planning Guide
• Official Charleston Area Wedding Guide
• Charleston Area Golf Guide
• CACVB Bureau Book
• Direct Mail Campaigns
• Meeting & Convention Destination Promotions

Katie Chapman
Director of Media Relations
Ph: 843-805-3074
kchapman@explorecharleston.com

Liz Rennie
Assistant Director of Communications
Ph: 843-805-3006
lrennie@explorecharleston.com

Jess Sonders
Media Relations Assistant
Ph: 843-805-3044
jsonders@explorecharleston.com

How does a writer request assistance with a stay in the Charleston area?
A journalist personally contacts the Media Relations Department and sends a confirmed letter of assignment. Whether a freelance travel writer or on staff at a publication, a television producer or radio talent, journalists from all mediums may receive assistance with planning an itinerary. This assistance is made possible through assistance from our Travel Council investors.

How does the Media Relations Department verify a journalist's credentials?
The department checks the legitimacy of a writer by requesting that the individual complete a "Visiting Media Request Form." The staff also collects data on the media outlet, such as its circulation, publication schedule and distribution area, and requests samples of the writer's work for review. A staff member may call an editor to confirm a travel writer's assignment.

How does the Media Relations Department encourage writers to visit our area?
Given substantial lead time, the department is happy to assist the writer. Staff members explain that complimentary accommodations are made at the discretion of the CACVB's host businesses (Travel Council investors), and therefore, are subject to availability. Writers are encouraged to consider travel for a Sunday-Thursday time frame and to accept press rates, especially during black-out periods.

What is the procedure for a travel business to host a visiting journalist?
 Media updates that describe the visiting writer's agenda and pitch are produced and distributed to hotels, restaurants, tour companies, attractions and all Travel Council investors through the weekly CACVB leads program. Investors respond to the lead form indicating their interest in providing accommodations, meals, tour services, private tours, etc. Additionally, writers visiting the Charleston area are equipped with a VIP Pass, which grants access to attractions, tours and historic sites while conducting their research.

How should a travel business follow up with a writer they hosted?
Upon request, the writer's contact information is provided for the businesses to follow up with additional materials, personal notes, etc.

Does the CACVB have any tips for dealing with the media?
The CACVB staff is happy to give our Travel Council investors some guidelines for  How to Write a Press Release,  Tips for Responding to Media Leads and Pitching Stories and  Tips for Speaking with the Press. Two important things to remember: Nothing is ever off the record and if you can help the media with their deadlines / make their job easier, you'll have a friend for life!

Areas of Focus - FY 2009/2010

• Prioritized Media Efforts - Top travel, golf, food and art publications, family, social and electronic outlets are targeted media for the CACVB. Other efforts include those focusing on nature-based, bridal and travel trade.
• Themed Media Materials - Produce scheduled themed materials, highlighting and packaging different aspects of the Charleston area to the media. Examples include What's New, Romantic Getaway, Summer Deals, Culinary Trips, Family Travel, Girls Weekends, Shopping Oasis, Art Lovers Paradise, etc.
• On-Line Media Center - The CACVB continuously adds new resources for travel journalists online in the media center at explorecharleston.com.
• Airline and Geographic Synergies - The CACVB targets media in appropriate cities with direct flights to the Charleston area. Staff members conduct media missions and pursue travel stories in drive market publications.
• Social Media - With the growth in social media, the department aims to publicize Charleston-centric topics and provide and open-discussion forum for journalists and visitors through this medium.
• Tourism Industry Awareness - The department works to promote industry awareness through locally-based publications and media outlets.

Affiliations

• Society of American Travel Writers (SATW)
• Public Relations Society of America (PRSA)

Suzanne Wallace Director of Sales Ph: 843-805-3057 swallace@explorecharleston.com Sales Markets: Cruise Ships, Air Service Chris Hendrix, CMP Assistant Director of Sales Ph: 843-805-3083 chendrix@explorecharleston.com Sales Markets: Corporate, Incentive, SC & GA Associations Angie Day Sales Manager Ph: 843-805-3052 aday@explorecharleston.com Sales Markets: National Associations, Northeast Region Gloria Clarke Sales Manager Ph: 843-805-3105 gclarke@explorecharleston.com Sales Markets: City-Wide Conventions (three-plus hotels), Lead Development Walter McCants Sales Manager Ph: 843-805-3098 wmccants@explorecharleston.com Sales Markets: NC Associations, Education, Government, Military, Religious

Ali Bedard Sales Manager Ph: 843-805-3066 abedard@explorecharleston.com Sales Markets: Tour & Travel, International, Convention Services Marilyn Buist Sales Manager Ph: 843-805-3099 mbuist@explorecharleston.com Sales Markets: Weddings, Social Kathleen Cartland Executive Director, Charleston Metro Sports Council Ph: 843-805-3030 kcartland@explorecharleston.com Sales Market: Sports Craig Smith Sales & Convention Services Assistant Ph: 843-958-3622 csmith@explorecharleston.com Sales Programs: Travel Agents, Service Booked Groups & Meetings, Fraternal Market

How do I check the CACVB's group sales leads?
The CACVB Sales Department posts group  sales leads regularly to www.explorecharleston.com and they are available to all Travel Council investors. A weekly e-mail reminder is sent each Friday to encourage investors to check the leads online. This reminder is sent to our Travel Council investors, specifically, someone designated as the "leads receiver" for that investor.

To check the CACVB's  sales leads:

• Visit www.explorecharleston.com/travel/.
• Click on the login button on the right side of the page.
• Enter your User Name and Password when prompted.
• If you cannot log in, please contact Chimeca Everette to ensure that your Travel Council investment is current.

It is important to know that if you cannot get to the leads immediately, archived leads are available for up to four weeks on the CACVB web site.

Investors are asked to check and respond to our weekly leads and also to read the sales update that is included in this weekly email. The update will include information regarding anything that the Sales Department is currently working on, such as special packages and promotions, tradeshow recaps and follow-up opportunities, programs and tradeshows available for Travel Council investor participation, familiarizations tours and much more.

Group  sales leads are one of the biggest benefits of investing in Travel Council. Be sure to check the leads and respond weekly!

Any tips to effectively respond to the CACVB sales leads?
When responding to group sales leads, remember these important tips:

• Keep responses short and to the point! Let the client know that you learned of their need through the CACVB. Always provide all of your contact information including your phone number, email address and a link to your web site.
• Be sure your response is appropriate to the group planner's requests and interests. Be sure to respect any special requests made by the planner. (For example, if a planner only wishes to hear from a hotel, those should be the only responses they receive.)
• Most leads will have a specific date when proposals are due. Be sure to respond promptly and prior to the deadline. Take note of when the actual event will occur. A planner with a short-term meeting will certainly be making decisions faster than one who is planning for several years in the future! In most cases, a meeting planner who is just beginning their search for an event location will only want to hear from hotels.
• Creativity is key! The Charleston area has many charms and treasures that make our region unique. Take advantage of these assets and propose a memorable activity or event that the group would unable to experience in any other destination.
• Follow up! If you tell a planner that you will contact them during a particular period, be sure to do so. Punctuality, attention to detail, accuracy and follow-through are all qualities a meeting planner is looking for in suppliers. Be ahead of the game by exhibiting those qualities from the onset!
• Proposals for large leads, appropriate for the Charleston Area Convention Center, are collected by the CACVB so that they may be compiled into a special bid presentation. Individual hotel properties should not contact the event planner directly, but rather, contact Gloria Clarke, CACVB Sales Manager.

How can I become involved and work with the CACVB Sales Department?
Investors can best plug into the Sales Department by staying up to date on sales updates and leads sent out weekly. When there is an opportunity for investors to participate in a sales effort of any kind, this is where the information will be found. Tradeshows, packages and promotions, site visits, familiarization tours, industry updates, news, special programs and events, and numerous other opportunities to become involved with the sales department can be found weekly in the sales update.

Areas of Focus - FY 2009/2010

• Specific Metro Markets - The sales emphasis in our metro markets continues to be the Washington, DC, New York, Chicago and Atlanta areas. The depth of meeting business potential combined with demographics and ease of transportation access to the Charleston area make these markets attractive targets for our sales team. Our low-cost carrier, AirTran Airways, has a sales and marketing corporate presence in Atlanta, allowing us unique promotional opportunities.
• Domestic, International, Association, Corporate and Incentive Markets - The CACVB maintains memberships in these valuable group markets. Meeting Professionals International (MPI, including the Georgia, Carolinas and New York Chapters), American Society of Association Executives (ASAE), South Carolina Society of Association Executives (SCSAE), Association Executives of North Carolina (AENC), Georgia Society of Association Executives (GSAE) and the Financial Insurance Conference Planners (FICP) regularly top our tradeshow schedule.
• Packaged Tour Market - The Charleston area's popularity as a visitor destination make the packaged tour market a reliable one for our area. The CACVB continues to maintain relationships with key tour operators through familiarization tours (FAM Tours) and tradeshows including membership in the National Tour Association (NTA), American Bus Association (ABA), Travel South USA and the Motor Coach Association of South Carolina.
• Destination Weddings - The CACVB Sales Department assists brides from start to finish…from when the initial inquiry about Charleston as a potential wedding destination comes in to the carriage leaving the reception! Our staff works with area event planners and promotes our industry partners as the market continues to grow in importance for the Charleston area.
• Convention Services - The CACVB Sales Department provides quality assistance for booked meeting planners to enhance their meeting experience. The Bureau provides bulk visitor guides and offers other conference attendance boosters for our planners. Destination Management Organizational (DMO) partners are utilized to assist with off-site venue selections and tour planning advice.

John Willson Director of Visitor Services Ph: 843-958-3621 jwillson@explorecharleston.com Angelique Butler Visitor Inquiry Manager Ph: 843-805-3054 abutler@explorecharleston.com Akilah Edwards Receptionist / Customer Service Associate Ph: 843-805-3106 aedwards@explorecharleston.com Julie Ann Oldham Venue Sales Manager Ph: 843-852-2965 or 843-696-0514 jaoldham@explorecharleston.com

Visitor Center Staff - Main Contacts Nicky Steffel Visitor Centers Manager nsteffel@explorecharleston.com Kelley Williams Information Specialist - Charleston Visitor Center kwilliams@explorecharleston.com Jan Fox Information Specialist - Kiawah Island Visitor Center jfox@explorecharleston.com Whitney Sutphin Information Specialist - Mount Pleasant Visitor Center mtpvis@explorecharleston.com Nicole Neal Information Specialist - North Charleston Visitor Center ncharlestonvis@explorecharleston.com Shelley Caraviello Lowcountry Reservation Service Coordinator mcaraviello@explorecharleston.com Laverne Jamison Information Specialist - Santee Welcome Center ljamison@explorecharleston.com

Where are the official Charleston Area Visitor Centers and what hours are they open?

Charleston Visitor Center

375 Meeting Street
8:30 am - 5:00 pm
(Open daily, closed on Thanksgiving Day, Christmas Day and New Year's Day)
Contact: Nicky Steffel or Kelley Williams

Kiawah Island Visitor Center

22 Beachwalker Drive
9:00 am - 3:00 pm
(Open Monday - Friday, closed on all Town of Kiawah Island holidays)
Contact: Jan Fox

Mount Pleasant Visitor Center

99 Harry M. Hallman, Jr. Boulevard
9:00 am - 5:00 pm
(Open daily, closed on Thanksgiving Day, Christmas Day and New Year's Day)
Contact: Whitney Sutphin

North Charleston Visitor Center

4975-B Centre Point Drive
10:00 am - 4:00 pm
(Open regular hours Monday - Saturday and Sunday from Noon - 4:00 pm, closed on Thanksgiving Day, Christmas Day and New Year's Day)
Contact: Nicole Neal

Santee Welcome Center

I-95 Southbound at Santee
160 Southrest Lane
Santee, SC 29412
9:00 am - 5:00 pm
(Open daily, closed on Thanksgiving Day, Christmas Eve, Christmas Day and New Year's Day)
Contact: Laverne Jamison

How is the Visitor Services staff trained to have such extensive knowledge of the Charleston area?
All Visitor Services employees participate in an initial training program that includes visiting area attractions, taking carriage, motorized and walking tours, and visiting accommodations and restaurants. Staff members gains individual visitor planning experience by working one-on-one with senior staffers. Each employee is knowledgeable about the various routes of DASH and the CARTA system, to encourage Charleston area guests to park their cars and use public transportation. Other areas of expertise include Ticket Tracker, our software designed to promote tour ticket sales and publications. Special events training and ticket sales training for events such as Southeastern Wildlife Exposition and the Taste of Charleston are on-going. Several members of the Visitor Services team are cross-trained so that their knowledge is shared among the four centers and the Visitor Inquiry Service telephone center.

My hotel has rooms available for tonight…can the CACVB help me sell them?
You bet! Same-day reservations can be booked through the Lowcountry Reservation Service (LRS). An inventory of available rooms is taken each morning in an attempt to promote our investors and increase area occupancy. Our LRS staff maintains regular, daily contact with area hotels so be sure to join the service so we can help with your unsold room inventory!

I understand that VIS operators assist an average of 22,000 calls per year at the CACVB. How does the CACVB respond to these calls?
Once an inquiry is captured and the visitor receives initial information from a VIS operator or from www.explorecharleston.com, the request is forwarded through the mail center process. The CACVB Mail Center is one of the largest and most sophisticated in Charleston County, processing over a half-million Charleston Area Visitors Guides annually! Many investors utilize the Brochure Service as an opportunity to include their brochure along with our Visitors Guide.