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FROperating Specs for Vietnam Group & MICE Delivery
A practical spec sheet for travel professionals who carry delivery risk. This page clarifies how Dong DMC operates behind the scenes, what we enforce, what we need from partners, and what gets logged when plans change.
Enforced means we treat branding, decision approvals, and change-control as operating rules — not “best effort.”
1) Ownership & Role Boundaries
Reliable delivery depends on clear ownership. We operate as your on-ground execution layer — while the partner retains client-facing commitments and commercial control.
| Area | Primary Owner | What “done” looks like |
|---|---|---|
| Client-facing commitments | Partner | Selling price, promise language, inclusions shown to end client. |
| On-ground execution integration | Dong DMC | Supplier coordination, routing flow, timing discipline, delivery ownership. |
| Approvals & budget guardrails | Partner | Confirms option choices, upgrade decisions, and budget exceptions. |
| Disruption handling & escalation | Dong DMC | Option set presented fast; evidence logged; partner approval captured where required. |
| Documentation pack | Dong DMC | Versioned itinerary, confirmations, manifests, contact tree (handover-ready). |
2) Branding & Confidentiality
Brand protection is an operating rule. If branding is requested, it is enforced across guest-facing touchpoints.
- White-label delivery: Dong DMC does not promote itself to your guests.
- Partner branding enforced on agreed items: welcome boards, coach signage, lanyards (if used), printed headers, guest-facing briefings.
- Guest communication protocol: on-site teams identify as “local operations team” under partner brief when required.
- Data & confidentiality: partner rates, rooming lists, manifests, and client details are treated as confidential operational data.
3) Decision Boundaries & Change-Control
Change itself is normal. Uncontrolled change is where disputes and reputation damage happen. Our rule: options are presented with trade-offs, approvals are captured, and changes are logged.
| Scenario | Dong DMC does | Partner approves |
|---|---|---|
| Weather / traffic disruption | Propose 2–3 feasible options + timing impact + cost delta; log incident. | Option choice if it changes scope/cost or guest promise. |
| Supplier constraint / capacity | Offer substitutions with trade-offs; secure holds where possible. | Any upgrade/downgrade affecting client promise or budget. |
| Client-requested changes | Validate feasibility, propose revised plan, issue revised quotation/version. | Final approval (scope + budget + messaging). |
| Minor operational adjustments | Adjust sequencing to protect flow (when no scope/cost change); log note. | Not required unless it impacts fixed commitments. |
4) Response Expectations
We prioritize speed where it protects delivery outcomes — especially during live operations and tight quotation windows. Exact timelines can vary by season and complexity, but the patterns below are typical.
| Workflow | Typical timeline | Depends on |
|---|---|---|
| Quotation (routing + costed draft) | 12–60 mins | Brief completeness, hotel tier, city count, peak inventory. |
| Live incident options | Fast option set | Signal strength, supplier access, approval latency. |
| Handover pack readiness | On schedule | Final rooming, manifests, confirmations, fixed-time commitments. |
5) Documentation & Handover Standards
Strong delivery is documentation discipline. We treat the handover pack as the single source of truth.
- Versioned itinerary (timestamped)
- Service confirmations / supplier holds (where applicable)
- Rooming list rules + final rooming list (when available)
- Manifests + flight list + arrival wave plan
- Contact tree (partner + DMC + duty line)
- Decision boundaries (what requires approval; who can approve)
- Change log (what changed, when, why, approved by)
6) Commercial Logic (High-Level)
This is not a contract page. It clarifies the default commercial pattern so your internal team can plan cleanly.
- Rates: B2B net rates. You control your selling price and margin.
- Invoicing: Dong DMC invoices the partner agency on net terms.
- Payments: typically deposit on confirmation; balance before arrival (exact terms stated in each quotation).
- Scope changes: cost deltas are documented and approved before commitment where feasible.
7) What This Spec Does Not Cover
Alignment prevents friction. We are built for partners who value stability and brand protection over “lowest possible price.”
- Retail traveler inquiries or direct-to-guest marketing
- Programs built around forced shopping stops
- Unbounded “verbal changes” without approvals during delivery
- Price-first sourcing that ignores timing/capacity feasibility
Ready to brief a Vietnam group or MICE program?
Send dates, rough pax, city flow, and hotel tier. We’ll return a costed draft with routing logic, timing notes, and clear assumptions.