5
6
8
14
26
30
33
36
38
TABLE
OF CONTENTS
5
A MESSAGE FROM THE BOARD CHAIR AND PRESIDENT & CEO
6
THE IMPACT OF TOURISM
8
WELCOME TO THE B-SIDE
14
MARKETING & COMMUNICATIONS
26
SALES & CUSTOMER EXPERIENCE
30
PARTNERSHIP & COMMUNITY
33
GENERAL OPERATIONS
36
TOURISM AWARDS
38
APPENDICES:
• BALTIMORE CONVENTION & TOURISM BOARD
• VISIT BALTIMORE STAFF
• REVENUE & EXPENSES
• VISITOR PROFILE